CA2857140C - Systeme et procede de mappage externe pour menu de reponses vocales interactif - Google Patents

Systeme et procede de mappage externe pour menu de reponses vocales interactif Download PDF

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Publication number
CA2857140C
CA2857140C CA2857140A CA2857140A CA2857140C CA 2857140 C CA2857140 C CA 2857140C CA 2857140 A CA2857140 A CA 2857140A CA 2857140 A CA2857140 A CA 2857140A CA 2857140 C CA2857140 C CA 2857140C
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CA
Canada
Prior art keywords
qcs
ivrms
ivr
map
commands
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Active
Application number
CA2857140A
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English (en)
Other versions
CA2857140A1 (fr
Inventor
Shai Berger
Jason P. Bigue
Michael Pultz
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Foncloud Inc
Original Assignee
Foncloud Inc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Foncloud Inc filed Critical Foncloud Inc
Publication of CA2857140A1 publication Critical patent/CA2857140A1/fr
Application granted granted Critical
Publication of CA2857140C publication Critical patent/CA2857140C/fr
Active legal-status Critical Current
Anticipated expiration legal-status Critical

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5238—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with waiting time or load prediction arrangements

Abstract

Un système de mappage à réponses vocales interactives est utilisé aux fins dune transaction entre une partie en attente et un intervenant mis en file dattente, ce dernier disposant dun système dappels en attente. Le système de mappage à réponses vocales interactives est conçu pour communiquer avec le système dappels en attente et établir une carte de réponses par voie interactive de celui-ci. Le système de mappage à réponses vocales interactives traduit la réponse vocale interactive, corrige les erreurs et modifie les commandes traduites en ajoutant, supprimant ou modifiant celles-ci et valide la carte de réponses par voie interactive en parcourant davantage le système dappels en attente.
CA2857140A 2008-03-10 2009-03-10 Systeme et procede de mappage externe pour menu de reponses vocales interactif Active CA2857140C (fr)

Applications Claiming Priority (5)

Application Number Priority Date Filing Date Title
US3520408P 2008-03-10 2008-03-10
US3519508P 2008-03-10 2008-03-10
US61/035,195 2008-03-10
US61/035,204 2008-03-10
CA2716732A CA2716732C (fr) 2008-03-10 2009-03-10 Systeme et procede de mappage externe pour menu de reponses vocales interactif

Related Parent Applications (1)

Application Number Title Priority Date Filing Date
CA2716732A Division CA2716732C (fr) 2008-03-10 2009-03-10 Systeme et procede de mappage externe pour menu de reponses vocales interactif

Publications (2)

Publication Number Publication Date
CA2857140A1 CA2857140A1 (fr) 2009-09-17
CA2857140C true CA2857140C (fr) 2017-02-21

Family

ID=41065548

Family Applications (3)

Application Number Title Priority Date Filing Date
CA2716732A Active CA2716732C (fr) 2008-03-10 2009-03-10 Systeme et procede de mappage externe pour menu de reponses vocales interactif
CA2857140A Active CA2857140C (fr) 2008-03-10 2009-03-10 Systeme et procede de mappage externe pour menu de reponses vocales interactif
CA2714435A Active CA2714435C (fr) 2008-03-10 2009-03-10 Systeme et procede pour systemes de menu telephonique

Family Applications Before (1)

Application Number Title Priority Date Filing Date
CA2716732A Active CA2716732C (fr) 2008-03-10 2009-03-10 Systeme et procede de mappage externe pour menu de reponses vocales interactif

Family Applications After (1)

Application Number Title Priority Date Filing Date
CA2714435A Active CA2714435C (fr) 2008-03-10 2009-03-10 Systeme et procede pour systemes de menu telephonique

Country Status (2)

Country Link
CA (3) CA2716732C (fr)
WO (2) WO2009114498A2 (fr)

Family Cites Families (8)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
EP1156649B1 (fr) * 2000-05-16 2003-03-26 Swisscom AG Système et méthode d'herbergement de portail vocal
US20030112931A1 (en) * 2001-12-19 2003-06-19 Wendell Brown Facilitating navigation of an interactive voice response (IVR) menu to establish a telephone connection
US7016842B2 (en) * 2002-03-26 2006-03-21 Sbc Technology Resources, Inc. Method and system for evaluating automatic speech recognition telephone services
KR20040039586A (ko) * 2002-11-04 2004-05-12 (주)포이시스 음성인식을 이용한 ａｒｓ정보 추출 시스템 및 방법
US7221753B2 (en) * 2003-03-04 2007-05-22 Verizon Business Global Llc Method and system for providing network interactive voice response with intelligent call routing integration
US6788770B1 (en) * 2003-03-27 2004-09-07 Sprint Communications Company L.P. Intelligent voice response system with navigator database
US7317789B2 (en) * 2004-01-07 2008-01-08 International Business Machines Corporation Method and apparatus for automatic telephone menu navigation
US8774394B2 (en) * 2005-04-27 2014-07-08 At&T Intellectual Property Ii, L.P. System and method for eliminating hold time in a telecommunications network

Also Published As

Publication number Publication date
WO2009114498A2 (fr) 2009-09-17
CA2714435A1 (fr) 2009-09-17
CA2716732C (fr) 2015-12-29
CA2716732A1 (fr) 2009-09-17
WO2009114498A3 (fr) 2009-12-17
CA2714435C (fr) 2017-11-21
CA2857140A1 (fr) 2009-09-17
WO2009114501A1 (fr) 2009-09-17

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Effective date: 20140807