Voxeo Corporation

Aspect Software, Incorporated

Rj Auburn

Alexander S Agranovsky

Jonathan Robert Taylor

Robbie A Green

Ryan Stephen Campbell

Harm-Jan Spier

Daniel Aloyse Polfer

Jose M De Castro

A self-help application platform such as one hosting an interactive voice response (IVR) has a browser that executes application scripts to implement the self-help application. The execution of the application scripts is performed by utilizing various application resources, such as media conversions from text to speech (TTS) and speech to text (automatic speech recognition ASR) and other media servers. The platform is provided with a dynamic resource selection mechanism in which the application is executed with an updated optimum set of application resources distributed over different locations. The selection is based on the profiles of the browser, users, route, and quality of service. The selection is further modulated by the browser's previous experiences with the individual resources. The selection is made dynamically during the executing of the application script.

System and method for improved dynamic allocation of application resources

A population of networked Application Gateway Centers or voice centers provides telephony resources. The telephony application for a call number is typically created by a user in XML (Extended Markup Language) with predefined telephony XML tags and deployed on a website. A voice center provides facility for retrieving the associated XML application from its website and processing the call accordingly. The individual voice centers are either operated at a hosted facility or at a customer's premise. Provisioning Management Servers help to allocate telephony resources among the voice centers. This is accomplished by suitably updating a voice center directory. In this way, the original capacity at a premise, predetermined by the hardware installed, can be adjusted up or down. If the premise is under capacity, it can be supplemented by that from a hosted facility. If the premise has surplus capacity, it can be reallocated for use by others outside the premise.

System and method for dynamic telephony resource allocation between premise and hosted facilities

A telephony application such as an interactive voice response ('IVR') needs to identify quickly the nature of the call (e.g., whether it is a person or machine answering a call) in order to initiate an appropriate voice application. Conventionally, the call stream is sent to a call-progress analyzer ('CPA') for analysis. Once a result is reached, the call stream is redirected to a call processing unit running the IVR according to the analyzed result. The present scheme feeds the call stream simultaneous to both the CPA and the IVR. The CPA is allowed to continue analyzing and outputting a series of analysis results until a predetermined result appears. In the meantime, the IVR can dynamically adapt itself to the latest analysis results and interact with the call with a minimum of delay.

System and method for dynamic call-progress analysis and call processing

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Orlando, FL, United States of America

Rj Auburn