Script-based interactive voice mail and voice response system

Abstract

Method and a system for a user-customizable interactive voice mail/voice response system are disclosed. In a preferred embodiment, an interactive voice mail/voice response ('IVR') system of the present invention enables a user to build and operate custom IVR functions. The system comprises a voice menu system comprising a plurality of menus, each comprising a plurality of script records, and a scripting engine for providing event queuing functions to the voice mail system. When a menu is activated in response to an incoming call, the activated menu queues appropriate events with the script engine for playing a greeting to the telephone line and optionally requesting and verifying a password input by the caller. The menu then requests each record to queue events for providing a prompt indicating the key association and the purpose of the record. The engine processes the event queue and concurrently processes incoming keys, which are sent to the active script by the menu and then dispatched by the menu to the record with which the key is associated. The record responds with event requests appropriate to its implementation. This continues until the call is terminated. In one aspect of the invention, the script engine is connected to a script editing mechanism for enabling a user to create new menus, change the properties of existing menus, add records from an available inventory of record types and change the properties of existing records using a series of graphical user interface screens and dialog boxes designed for that purpose.