H - Electricity – 04 – M
Patent
H - Electricity
04
M
H04M 3/493 (2006.01) H04L 29/06 (2006.01) H04M 3/58 (2006.01) H04L 29/08 (2006.01) H04M 3/38 (2006.01) H04M 7/00 (2006.01) H04M 7/12 (2006.01)
Patent
CA 2300587
Interactive voice response (IVR) services are provided to an end user at a telephone terminal connected to the PSTN through a telephone/IP server that serves as an interface between the PSTN and an IP network such as the Internet. A first IVR service is provided by a web server running a service logic for that service, which produces pages formatted in a phone markup language (PML) in response to an HTTP request sent over the IP network by the telephone/IP server to the web server at the URL address associated with the service. These pages represent an interactive dialog for that first service, which when received by the telephone/IP server, are translated and converted to audio by an interpreter for audio presentation to the end user. The end users responses, either verbal or touch-tone, to questions posed during the dialog are collected by the telephone/IP server, translated, and forwarded to the web server. Hyperlinks to a second IVR service offered on a web server at a different URL address are embedded and associated with a specific question or statement in a PML-formatted page produced by the first service. When the end user affirmatively responds to that statement or question through a verbal or touch-tone input, the telephone/IP server translates that response as a "click" on the hyperlink and establishes a virtual connection to the hyperlinked URL address of the web server providing the second service. Further, information associated with the end users interaction with the first service, such as his identity, PIN, and/or zip code, is transferred to the second service by means of a cookie, URL encoding or other information transference mechanism, to provide an audio experience that seamlessly transfers the end user from the first service to the second.
Ball Thomas J.
Danielsen Peter John
Mataga Peter Andrew
Rehor Kenneth G.
Kirby Eades Gale Baker
Lucent Technologies Inc.
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