Intermedia.net, Inc.

Vladimir Pereira

Javier Ruiz Sierra

Larry Justin Brown

Joseph DeClara

In an example embodiment, a solution is provided that provides multiple call control service instances for each media server instance. When one of the call control service instances needs to be updated, the media server is instructed to direct newly received voice calls to another of the call control instances. The call control service instance to be updated remains operating normally until all voice calls handled by that call control service instance have ended naturally, but any new calls received during that time are directed to one of the other call control service instances. Only once all the voice calls handled by the call control service instance to be updated have ended is that call control service instance actually updated, without having had to disconnect a live call.

Call control instance changeover

In an example embodiment, a solution is provided that decouples an IVR component from a voice media server, which allows the voice media server to be geographically placed in a location most beneficial to keep digital voice file transmission to a minimum (thus saving bandwidth), while allowing the IVR component to be geographically located anywhere without negatively impacting the bandwidth usage. An additional benefit is that by decoupling the IVR component from the voice media server, the IVR component can be implemented in a way that lets it work with multiple redundant voice media servers simultaneously, allowing one of the voice media servers to become unavailable without impacting service.

Voice media decoupling

In an example embodiment, a solution is provided that introduces a second level IVR component controlled by a call control service that also controls a first IVR component. Controlling the IVR components using this call control service (which also interfaces with client software operated by a human agent) allows for data collected during the IVR sessions or during a live session with the human agent to be shared among the components. This also acts to eliminate the need for a traditional 'transfer' of a call from a human agent to an IVR or vice versa, which would often be accompanied by audible clicks or beeps discernable to the caller.

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Sunnyvale, CA, United States of America

Vladimir Pereira