CN1985503A

CN1985503A - Method and system for downloading an IVR application to a device, executing it and uploading user's response

Info

Publication number: CN1985503A
Application number: CNA2005800240555A
Authority: CN
Inventors: P·J·兰金; D·A·贝尔
Original assignee: Koninklijke Philips Electronics NV
Current assignee: Koninklijke Philips NV
Priority date: 2004-07-16
Filing date: 2005-07-15
Publication date: 2007-06-20
Also published as: KR20070032781A; EP1772001A1; WO2006008712A1; GB0415928D0; BRPI0513389A; JP2008507187A

Abstract

A communication method comprises downloading to a device an interactive voice response application, receiving a user command to execute the interactive voice response application, executing the interactive voice response application in response to the command, creating a file that includes the user's response to the interactive voice response application, and uploading the file.

Description

Be used for the IVR application program is downloaded to equipment, carries out it and uploads the method and system of user's response

The present invention relates to a kind of communication means and system.

It is known providing interactive voice response application (application) to the user of telephone system.This interactive voice response (IVR) application program by call center for example as a kind of from caller's acquired information and/or route calls to correct people's method.

Early stage voice response unit (vru) provides special I VR function (pushing the basic menu mutual and the option that carry out by the button of telephone keypad selects), and still the other system with operator is separated.Because the appearance of integrated system, VRU is stopped gradually being adopted.For IVR has developed SGML,, for example, be used for the mutual PML (AT﹠amp of phone from Alcatel-Lucent so that the exploitation of application program is simpler and realize the distribution of function; T PhoneWeb), VoxML, i.e. the SGML towards voice of Motorola Inc., and VoiceXML, they make phonetic symbol consistent with the development of World Wide Web (WWW).

VoiceXML describes the IVR application program with standardized SGML (XML), and has utilized towards the content of web with based on the advantage of the framework (distribution, content creating, tailorability, transcoding, scalability) of web.VoiceXML has shielded phone API, TTS (Text To Speech) and ASR (automatic speech recognition) technology to the IVR programmer.The critical piece of standard I VR framework VoiceXML IVR system is illustrated in Fig. 1.The user by phone 100 or PSTN terminal via public switch telephone network (PSTN) 102, be connected to VoiceXML interpreter 104 by telephony gateway 106.VoiceXML interpreter 104 guides with caller's calling mutual based on the instruction of the VoiceXML script that is provided by VoiceXML application server 108.Interpreter 104 is understood keypad tone (DTMF) input natively, and can manage the audio prompt or the file of record in advance.For enhancement function, interpreter 104 can also call the voice technology such as TTS (Text To Speech) 110 and ASR (automatic speech recognition) 112.VoiceXML interpreter 104 is communicated by letter with Local or Remote VoiceXML application server 108 by web agreement (HTTP) 114.VoiceXML application server 108 transmits application program, comprises VoiceXML page of text and binary audio files.Application server 108 receives voice, keypad tone and from the input of the record of interpreter 104.VoiceXML application server 108 can the inquiring enterprise middleware and Database Systems 116 dynamically drive VoiceXML to the user.

" other places " that the distribution of parts makes backend applications reside on the internet are common for VoiceXML IVR framework.These backend applications are handled the knowledge and the constraint of application-specific, for example are used for financial sector, the route flying time table and availability, theater ticket checking etc. of Credit Card Payments.Therefore, the front-end user interface of programming with VoiceXML has been shielded domain knowledge.

Such situation is often arranged, promptly have front end VoiceXML interpreter on PSTN, it links to each other with the rear end VoiceXML server that supplier organizes by internet (for example via IP-based safe http, i.e. https).In any one moment, front-end interpreter will have enough IVR data pages (being VoiceXML) and support with next group of a given caller (or a plurality of caller) mutual.As required, interpreter can be programmed to call number auditing routine, TTS module, sound identification module, perhaps even the caller transfers to human operator may.In addition, interpreter can be to VoiceXML server requests multipage more, and this server will produce these pages or leaves in real time, thus in case of necessity with the back end application server exchange message.

Existence is by the automatic service of the increased number that IVR supported that is used for the telephone subscriber.These for example comprise: talk about Yellow Page and other searching services, speech message transmits, weather forecast, banking, travel news, train or schedule, flight information and reservation, call center (client help hot line etc.), football scores, chatline, music download, ring tone downloading, recreation, alerts/alarm calls is set, call re-direction is set.All these are used by the server access database and call required data and message is moved in real time.Certain areas in the world are that poorer people is unavailable to the visit of these business, because to making telephonic charging be based on this fact of length of calling, this length may be longer relatively for the user of IVR application program.The expense of calling out is out of reach for many people.

Therefore, the objective of the invention is known technology is improved.

According to a first aspect of the invention, a kind of communication means is provided, this communication means comprises: interactive voice response application is downloaded to equipment, receive the user command of carrying out interactive voice response application, carry out interactive voice response application in response to this order, establishment comprises the file of user to the response of this interactive voice response application, and uploads this document.

According to a second aspect of the invention, a kind of communication system is provided, this communication system comprises gateway and is used for equipment with this gateway communication, this gateway is used for interactive voice response application is downloaded to equipment, and this equipment is used to receive the user command of carrying out interactive voice response application, be used for carrying out interactive voice response application in response to this order, be used to create and comprise the file of user, and be used for this document is uploaded to this gateway the response of this interactive voice response application.

Because the present invention, might provide a kind of and allow the user capture interactive voice response application and do not cause expensive call rate but can obtain the communication means and the system of advantage intrinsic in the interactive voice response application system simultaneously.

The scheme of IVR business will be very useful for the people of the expense that can not afford online phone use.PSTN user is also to interested from these business of net visit.

The invention provides a kind of method of using the IVR application program on the low-level terminals that is implemented in.The IVR application program can relate to long and expensive call, so that obtain correct information or the affairs of expecting.By formaing this IVR application program with suitable SGML, the user can use and adopt this business by off-line when they are idle, thereby development is to the asynchronous access for the existing business of the wide region that the telephone subscriber provided.So, connecting (docking) chance next time, the session of being finished can be given original service provider so that finish this affairs by relaying.With business can be performed as a series of stage alternately, final affirmations wherein wrong or successful affairs are returned to the user.

Preferably, this equipment is data card or Portable mobile phone (handset).This interactive voice response application is downloaded on user's the mobile phone, perhaps be downloaded to on the data card that uses in the mobile phone, and the user can this interactive voice response application of off-line execution, and needn't cause any call rate.

Advantageously, this interactive voice response application is drawn together database element.When user's off-line, this interactive voice response application cannot be visited common backend services and database, and described backend services and database will be available during to the telephone interview of interactive voice response application usually.Therefore, it is favourable that database element is provided in the interactive voice response application by user's download, and this database element portion within it is included in when it is carried out offline access by the function and the data of interactive voice response application with needs.

In a preferred embodiment, the step of execution interactive voice response application comprises error checking and correction.During telephone interview, there is the agreement that is used for user's response is carried out error checking to interactive voice response application.For example, if interactive voice response application requires from 1 to 3 input, and the user supresses the button 4 on the phone, produces error message so, and the flow process of interactive voice response application must change to consider this mistake.When interactive voice response application by the user after the equipment that it is downloaded to they during offline access, normal Error Protocol is not available.The situation that this can cause user's off-line to be made mistakes, therefore expectation is that certain other error checking of level and correction is provided on equipment when the user carries out interactive voice response application.

Advantageously, this communication means also is included in the step of upload file post-processed file.The step of handling file comprises error checking and correction.In case comprise the user file of the response of interactive voice response application is uploaded, gateway is just handled this document.Mistake in the file that this permission gateway inspection is uploaded, and as might just correct this mistake.If gateway detects the mistake that it can not be corrected, error checking comprises that the establishment interactive voice response sub-application is to be used to the equipment of downloading to so.This advantage that has is, when detecting mistake, is not to restart whole process once more, but gateway will be created only relevant with this a mistake subapplication to be used to return to the user.

Preferably, this communication means also comprises: interactive voice response sub-application is downloaded to equipment, receive the user command of carrying out interactive voice response sub-application, carry out interactive voice response sub-application in response to this order, establishment comprises second file of user to the response of this interactive voice response sub-application, and uploads this second file.

Only embodiments of the invention are described referring now to accompanying drawing by example, wherein:

Fig. 1 is the schematic diagram of prior art system,

Fig. 2 is the schematic diagram of first embodiment of communication system,

Fig. 3 is the schematic diagram of second embodiment of communication system,

Fig. 4 is the schematic diagram of the 3rd embodiment of communication system, and

Fig. 5 is the schematic diagram of the 4th embodiment of communication system.

Describe Fig. 1 above in detail as prior art system.

The storage that the foundation structure of using for the application's communication system that is proposed concentrates on content for disadvantaged people is transmitted supply and with the personal communication of asynchronous system.The user has disconnected cell phone and has carried out alternately with speech message of storing on data card or interactive audio program.These data cards can periodically be connected with the computer with access to the Internet, with the refresh data content, and the response to this program of downloading and uploading new message, interactive program or being stored.

The selection of content program that downloads to the memory of the portable set that is used by given user (or user group) is to be determined by each user's user profiles, and is that to withdraw from (opt-in/opt-out) by user's demographics (demographics), their interest and their selection addings/selection unusually definite at first.Use internet distributing contents between the Distribution Center of content provider and foundation structure.The internet of use between Distribution Center and area contents center connects the speech message that transmits between the user.

Use speech interactive media formats (VIMF) to describe interactive program.VIMF is a kind of in the XML tag language family, and has and VoiceXML and the identical many structures of IVR language (VoxML, PML) early.VIMF described object how on client mobile phone in vision with acoustically present.The VIMF program provides audio prompt, and they catch that the button that is used for controlling navigation branch is pushed and in response to user's response (button is pushed and voice record) of the problem of program.

These " VIMF program response " also are stored on the user data card in the mobile phone object in the original interactive program of keying with the form of definition.User's this program of can resetting is checked their response, and changes on mobile phone or correct.When the internet next time of this data card connected, these responses were returned to content program supplier or their agent, for example service call center subsequently.

Derive from the SGML of VoiceXML (SGML of popularizing that is used for IVR) by use, VIMF can easily be simulated or be transcoded into to the VoiceXML application program by VIMF.IVR language (for example VoxML) early also can be similarly by transcoding.Under the situation of IVR framework and SGML permission, exist and utilize different mechanisms that the user can be obtained having many chances of the IVR application program and the visit of business now.

Diverse ways is necessary, this depend on the PSTN business rank and with the degree of the visit of the integrated and suitable PSTN of the mutual gateway of low-level devices and operation system.

First method is illustrated in Fig. 2, and it is to use the automatic exhalation mechanism from gateway 200, and this gateway is by PSTN 202 visit IVR application programs.This gateway application must be simulated normal PSTN user; Thereby produce keypad tone and transmit the sound bite of being stored with the desired speed of IVR application program.(have two IVR application programs of talking to each other basically here, wherein gateway 200 is taken the lead).

The system of Fig. 2 comprises and is used for the equipment 204 of communicating by letter with gateway 200 that this gateway 200 downloads to equipment 204 to interactive voice response application 206.This equipment 204 is carried out interactive voice response application 206 in response to user command when off-line, and create and comprise the file 208 of user to the response of interactive voice response application 206.When the user was connected to gateway 200 next time, file 208 was uploaded to gateway 200.Gateway 200 is communicated by letter with IVR front end 210 via PSTN 202, and this IVR front end 210 is connected to ivr server 212 again.

The advantage of this configuration is, do not need the IVR application program is carried out any change, and PSTN and IVR service provider handles the end user, and are normal PSTN users as them.Shortcoming is this solution for example with respect to the little robust of user error (robust), and may be slower.In addition, be implemented in the more complicated IVR application program of talking with closely between PSTN user and the territory back-end system and more be difficult to simulation.

Second method is illustrated in Fig. 3, and it is to realize a kind of gateway 200 being connected to PSTN 202, being directly connected to mechanism into the basic PSTN router of IVR front-end application service again based on IP.An advantage of this method is that is data alternately between gateway 200 and head end router 210, and therefore far away faster than voice or DTMF (keypad tone).In addition, talk with more robust, it is the packet switching of do not have to call out omitting, and therefore is more suitable in machine mutual to machine.It has avoided calling out cost from the PSTN of gateway 200 to PSTN 202, and an access point of the many IVR application programs that can use from gateway 200 to PSTN user is provided.

The third method is illustrated in Fig. 4, and it is to use the gateway 200 of taking over the IVR front end and the various VoiceXML servers 212 that are treated to the IVR front end services.In essence, produce can be by the 2nd VIMF application version of " towards the batch processing " of the application program of user's asynchronous operation in service provider and theys' IVR application author cooperation here.This system has a plurality of advantages, comprises that the tissue that gateway 200 is provided directly negotiates and do not relate to the fact of PSTN with provider companies.Service provider is given the privilege of early visiting new poorer market part.

The 4th kind of method is illustrated in Fig. 5, and it provides a kind of IP gateway 200 that directly is connected with the backend applications 214 of provider companies.The advantage of this method is that VoiceXML is fully walked around and application program presents for the user as VIMF, and data transactions is with by the needed file format of each supplier.The shortcoming of this method is to carry out deep access to complicated and responsive or safe back-end system.

The additional advantage that is applicable to all four kinds of possible methods is, will poorer user be included in the scope of business that PSTN user can use, for the IVR service provider, have greatly the potential market that increases, and provide visiting again and revise the bigger control of option and their response to the user with the asynchronous interactive of IVR business.

Need other mechanism to come the division of bridge joint between asynchronous VIMF application program and asynchronous IVR application program, comprise and reformulate the IVR application program so that operate effectively with batch processing mode, be supported in the session management in the foundation structure, with realize for the supplier based on PSTN be catching of the mutual and IVR response of transparent stageization and with structured way be marked as VIMF in case support to the correction of the affairs of failing with resubmit.

As explained above, exist the scope of selecting the IVR application program to be taken to the world that can not afford the offline user that causes call rate intrinsic via PSTN visit IVR the time.Difference aspect the described chance integrated horizontal (commercial agreement) that interest-related persons needs in IVR application program conveyer chain.Minimum integrated horizontal comprises " agency ", and on behalf of poorer user and IVR system based on PSTN, it can simulating human PSTN user carry out synchronous exchange.Second suggestion comprises directly and connecting to the data in the PSTN of " opposite side " of supporting the IVR front end, used VoiceXML to come to be undertaken alternately by the PSTN routing mechanism with various IVR applications providers.The 3rd suggestion is included in sets up special-purpose data interaction individually between gateway and each the IVR service provider, using the directly connection of (or similar server) to the VoiceXML server under the control of service provider.The 4th suggestion need the integrated of height and with the service provider collaborative work.Gateway will be sent to " this locality " affairs the various transaction backend applications (service provider can determine to provide professional with VIMF alternatively) of service provider.

Provide range of choice based on the IVR application program of PSTN to comprise to poorer user and may use the agency.This agency can be a believable people, and it is on the payroll obtaining as defined user's request in user's VIMF program response and to carry out the IVR call, thereby reports any problem or complete successfully and return to the user.In fact this mankind assistant serves as the IVR person of copying.Selectively, this agency can be the automatic exhalation mechanism (for example " robot " caller) by the gateway operation.

For the people who serves as the agency, this process is as follows: this agency must draw the knowledge (this process is described after a while) of interested IVR application program to the user, the VIMF program (Prog1) of required input can off-line be drawn in foundation from the user, the agent is distributed to poorer user with Prog1, this agent's arrangement is to the VIMF program response of Prog1, this acts on behalf of this response of playback, and transcribe they (be used to navigate and the button of inquiry response to push to be the button of pushing by the VIMF application records, promptly the definition " VIMF program response " form in " 4 ", come mark with the object of drawing among the VIMF program Prog1), this agency arouses the IVR business, and, and be the program response of original user preparation VIMF form with the duplicating to IVR alternately and write down all feedbacks of user and application program.

Use human agency's advantage to be, the people can easily handle the accident of call, and possible prompting/response during the call with IVR.(for example, cinema's time weekly and film change).Significant disadvantages is to transcribe the mutual of user and each application program and these are repeated required time and cost to IVR by phone.It may be a very dull job, and people are easy to make mistakes.On the other hand, this can provide new employment.

For the automatic system of serving as the agency, must follow similar process: the knowledge of drawing the IVR application program, thereby keep a close eye on the timing of IVR prompting and response window and use all possible option/path (this process is described after a while), setting up the VIMF program to provide professional (Prog1) to the user asynchronously, the agent distributes Prog1 as previously mentioned, this agent's arrangement is to the response of Prog1, should " robot " agency from VIMF program response file, extract user's response, make them consistent with the input data time gap that during IVR is mutual, will fill, this agency arouses the IVR business, and the response that comes playback user at reasonable time with suitable delay is inquired about with navigation and response IVR, and (sending suitable dtmf tone replaces end user's button to push, the raw tone from the user of being caught by Prog1 is play in the place that needs in IVR, and use about prompting and knowledge regularly and come presenting of sync response), and write down all IVR feedbacks, and the program response file of preparation VIMF form is to send it back to original user.

It mainly is reliable, accurate, durable using the advantage of active agency, and the agency can not feel bored automatically, can work whole night if necessary and does not make mistakes.Main shortcoming is that active agency can not be handled not the unusual of programming in advance therein.

In order to make active agency can handle exhalation to IVR, it need have the complete knowledge of the interaction sequence that will be needed by IVR, so as to import user-selected option (button pushes/DTMF) and the response of being done (button is pushed or voice).Especially, this means the information that has from the timing of the prompting of IVR, and about the timing constraint of the response (button is pushed and voice) of the mutual branch that will experience in order to finish user's business.It also means the allowed band or the set of the validated user input of knowing the IVR application program.

The model of setting up IVR can be by testing all IVR options at all given junction points, discern each option influence subsequently or the like, carrying out up to all branches of limit.Similarly, also might find out maximum (and minimum) the voice duration of the prompting that is used to answer phonetic entry.This information will be used to construct the VIMF program with built-in scope and timing constraint, and be essential for using IVR after a while by active agency.In fact, the agency has obtained " training " by utilization IVR application program.

If be used to the data connection of each application vendor via PSTN, so as described earlier, the use of VoiceXML has been hidden required Text To Speech and any automatic speech recognition technology of navigation IVR to using developer and application vendor.Have only the data relevant need return to them with application vendor, for example, " does user wish to see what film in four films showing tonight? do how many tickets they need and are which kind? how will they pay? "The VIMF application program can obtain the various responses from the user, and these responses are required the response file that is suitable for being sent to as user data item rear end VoiveXML server with foundation.Give and to fix on knowledge that PSTN place must agreement and, might and be routed directly to selected service provider by PSTN route data affairs based on the knowledge and the required agreement of VoiveXML server of the data format of VoiceXML.

For example, HTTP (or secure HTTP S) can be suitable host-host protocol.In fact, set up the batch version of cooperating with each service provider with the IVR application program that designs them.This may be simple for programming, supposes many service providers for their client provides optional inlet point, and promptly online internet webpage reservation system and the IVR via the back-end domain system that is connected to them interviews by phone.

The integrated of this level need be at knowledge and the employed agreement of service provider and the data format (these data formats can be based on VoiceXML's, perhaps use HTTP as host-host protocol) of the internal agreement at PSTN place.Realize with integrated may being difficult to of this level of PSTN, unless there is commercial interest (being possible income).Acquisition may not be a problem from the data format (being the VoiceXML source code basically) of service provider, because if the business that more user can visit them, they are bound to benefit.

It is via VoiceXML that a optional data to supplier connects.Top improvement is the internet with each IVR service provider to be connected directly work independently, thereby has omitted PSTN fully.In this method, use professional VoiceXML (source) to describe so that produce corresponding VIMF program.The VIMF program is used (as surface defined) as usual, and response is got back to suitable gateway by transmission.This gateway then uses suitable data form (for example VoiceXML) and agreement (for example HTTP) to give the VoiceXML server this response pass.Any plan from the VoiceXML server will turn back to gateway for the response that the user uses, and can easily be converted into " VIMF program response " to be used to be transmitted to the user.

Selectively, can use native data formats to supplier's data connection.Further expand the suggestion in the preceding paragraph, gateway might with high-caliber integrated IVR service provider, with from gateway or from the application developer interoperability of the IVR service provider of having created VIMF program best for the user.IVR language in the middle of not existing.When using this program, resulting affairs are directly feed in the network of service provider and handle.Any response for the client all produces as the VIMF program response.

The shortcoming of above-described data transmission method for uplink is, the design objective that each new IVR business that will be provided is a customization, and it need be from the programming resource of gateway.This best solution will need the redesign (for example automatic VIMF program generator, the words of given VoiceXML source code) of the minimum of IVR application program and the minimal design of new interface and gateway.

In Gai Shu all methods, problem remains the mapping between synchronous interaction and dialogue (for example describing with VoiceXML) and asynchronous interactive (as being caught with VIMF) in the above.One of key issue is fault processing and wrong recovery the during the IVR session.The major advantage of synchronous interaction is can detect mistake apace and correct them with end user or client immediately.This may not be possible in asynchronous VIMF program, especially for the mistake of only having discerned when application server has been done exhalation to another back-end system (credit card inspection).Yet, some input and output validity checks can be programmed with VIMF, for example drop in the predetermined scope with the numeral input of checking effective key entry or the numeral of user's input, perhaps the user drops on the record duration of problem oral answer in the scope of duration of expection.

Equipment can support that to the gateway of IVR a kind of mode of error correcting is by misregistration report (for example " sorry; that card number is incorrect ") and (these reports must be oral to the user so that the form that the user can understand and correct a mistake provides back error reporting, if therefore IVR does not provide voice, can use Text To Speech by the VIMF program generator so).

Can help the user by the response that provides them to do to the user and carry out error correcting, gateway or agent are to detected the additional markers of having added those user's responses for wrong original VIMF Prog1 by IVR.(user can be on their mobile phone playback VIMF interactive program, thereby check the response that they had before done this program and change them, until their data card is provided to be used to be connected to the moment of point of presence).The correction response subsequently to these VIMF " mistake " report from the user then can be inserted back in the sequence of response.Gateway will reuse these user's responses in mutual with the second synchronous IVR of service provider.(it may be necessary that multistage error reporting, error correcting, IVR resubmit session, and by system's support).

In case finished successful IVR session, approved the user VIMF program response file of being stored to be added to from the IVR system really.This can be returned to the user by gateway or agency subsequently.The user will receive the final entry (can reset if desired) of their affairs and subsequently from the affirmation of IVR service provider.

To help use another suggestion (batch processing mode) of IVR application program to be, the supplier of IVR business reformulates their interface, though make exist wrong they also allow interaction sequence to proceed rather than block anyly further to advance.For example, if need (promptly can not in VIMF, carry out range check in the nothing constraint input of three kinds of occasions with a complete transaction of business, and therefore will on mobile phone, not check), and mistake has taken place in the user in first field, and the IVR system can provide error note and end this affairs.The user will not know whether the response in other the second and the 3rd input fields is correct, up to he/her response resubmited (supposing that first field is correct in attempting for the second time).This sight has been given prominence to the IVR system and has been designed to synchronous interaction usually.If the IVR service provider finishes all to allow wrong (as far as possible) from start to finish to affairs, this standard I VR method can easily be remedied.By this way, when the user receives from service provider returns first time errored response, the user will know that in first time business process their most of mistakes-likely are that they will make all inputs correct during retry when the first time that they submit them to.

Another kind of mode that can the division of bridge joint between asynchronous and synchro system is by locating to use session manager at gateway (perhaps as another element of the agency).This session manager can be used to help to make the mutual of a plurality of stages that the user easily needs by an office that finishes with service provider.This session manager can be responsible for safeguarding to the right user response from the prompting of IVR, the response of correcting is provided when user's retry, to such an extent as under the too big situation that can not be stored on the user mobile phone of whole session, the session of the response of the complete transaction of foundation formation and IVR, if the user has the problem of repetition for specific business, in sending user's VIMF program to, insert prompting or help so, and staging error recovery policy progressively, for example flyback IVR step progressively provides effective input up to the user.

Exist the online IVR of wide region to use, it can present by the mechanism that is proposed for stage mobile phone access or batch processing mode use (PDA that for example is used for the mobile subscriber on the course line).Obviously, some IVR use, it is more measurable and need still less back-end calls to call out hot line such as the meteorology that wherein only needs to select the area, so be easier to duplicate with batch/offline mode than other more complicated IVR application (such as the automatic ticket business reservation system in course line).Though main direct purpose is the approach that the telephone service of access profile growth is provided for poor personage, rich in some cases customer group may also be noticeable to using from net of business.

Claims

1, a kind of communication means, comprise: interactive voice response application (206) is downloaded on the equipment (204), receive the user command of carrying out interactive voice response application (206), carry out interactive voice response application (206) in response to this order, establishment comprises the file (208) of user to the response of interactive voice response application (206), and uploads this document.

2, according to the process of claim 1 wherein that this equipment is data card.

3, according to the process of claim 1 wherein that this equipment is Portable mobile phone.

4, according to claim 1,2 or 3 method, wherein this interactive voice response application is drawn together database element.

5, according to the method for any one aforementioned claim, the step of wherein carrying out interactive voice response application comprises error checking and correction.

6,, also be included in upload file reprocessing this document according to the method for any one aforementioned claim.

7, according to the method for claim 6, the step of wherein handling file comprises error checking and correction.

8, according to the method for claim 7, wherein error checking comprises that the establishment interactive voice response sub-application is to be used to the equipment of downloading to.

9, method according to Claim 8, also comprise: described interactive voice response sub-application is downloaded on the equipment, receive the user command of carrying out interactive voice response sub-application, carry out interactive voice response sub-application in response to this order, establishment comprises second file of user to the response of this interactive voice response sub-application, and uploads this second file.

10, a kind of communication system, comprise gateway (200) and the equipment (204) that is used for communicating by letter with this gateway (200), this gateway (200) is used for interactive voice response application (206) is downloaded to equipment (204), this equipment (204) is used for receiving the user command of carrying out interactive voice response application (206), be used for carrying out interactive voice response application (206) in response to this order, be used for establishment and comprise the file (208) of user, and be used to upload this document (208) to gateway (200) to the response of interactive voice response application (206).

11, according to the system of claim 10, wherein this equipment is data card.

12, according to the system of claim 10, wherein this equipment is Portable mobile phone.

13, according to claim 10,11 or 12 system, wherein this interactive voice response application is drawn together database element.

14, according to any one system in the claim 10 to 13, wherein this equipment also is configured to execution error inspection and correction when carrying out interactive voice response application.

15, according to any one system in the claim 10 to 14, wherein this gateway also is configured to handle this document after the uploading of file.

16, according to the system of claim 15, wherein this gateway also is configured to execution error inspection and correction when handling file.

17, according to the system of claim 16, wherein this gateway is created interactive voice response sub-application to be used to the equipment of downloading to when execution error is checked.

18, according to the system of claim 17, wherein this gateway also is configured to this interactive voice response sub-application is downloaded on the equipment, and this equipment also is configured to receive the user command of carrying out interactive voice response sub-application, carry out interactive voice response sub-application in response to this order, and create and to comprise second file of user, and upload this second file to the response of interactive voice response sub-application.