US20110129073A1 - System and method for multi-modal personal communication services - Google Patents
System and method for multi-modal personal communication services Download PDFInfo
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- US20110129073A1 US20110129073A1 US13/022,095 US201113022095A US2011129073A1 US 20110129073 A1 US20110129073 A1 US 20110129073A1 US 201113022095 A US201113022095 A US 201113022095A US 2011129073 A1 US2011129073 A1 US 2011129073A1
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- 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
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
- H04M3/4931—Directory assistance systems
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- 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
- H04M3/42136—Administration or customisation of services
- H04M3/42153—Administration or customisation of services by subscriber
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M11/00—Telephonic communication systems specially adapted for combination with other electrical systems
- H04M11/10—Telephonic communication systems specially adapted for combination with other electrical systems with dictation recording and playback systems
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2207/00—Type of exchange or network, i.e. telephonic medium, in which the telephonic communication takes place
- H04M2207/18—Type of exchange or network, i.e. telephonic medium, in which the telephonic communication takes place wireless networks
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- 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
- H04M3/42382—Text-based messaging services in telephone networks such as PSTN/ISDN, e.g. User-to-User Signalling or Short Message Service for fixed networks
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- 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
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
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- 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
- H04M3/53—Centralised arrangements for recording incoming messages, i.e. mailbox systems
- H04M3/533—Voice mail systems
- H04M3/53366—Message disposing or creating aspects
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M7/00—Arrangements for interconnection between switching centres
- H04M7/006—Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP), including next generation networks with a packet-switched transport layer
Abstract
A system for personalizing interactive services provided to users of voice and data enabled communications devices, including users of SMS, MMS and WAP enabled communications devices. The system is designed to access source information associated with a particular requester for a service and to map the source information to personalization information associated with a user of the system. The source information is extracted in various embodiments from different types of communications channels. The personalization information is employed by the system to influence the behavior of the system while providing an interactive service to the user.
Description
- This application is a continuation of U.S. patent application Ser. No. 11/240,844 (now U.S. Patent Publication No. 2007/0036294) filed Sep. 30, 2005, entitled “System And Method For Multi-Modal Personal Communication Services,” which is incorporated herein by reference in its entirety, which claims priority under 35 U.S.C. §119 of U.S. Provisional Application No. 60/695,938, filed Jul. 1, 2005 entitled “Line Interface Memory Module (LIMM),” which is incorporated herein by reference in its entirety.
- The referenced parent U.S. patent application Ser. No. 11/240,844, which is incorporated herein by reference in its entirety, includes subject matter that is related to U.S. patent application Ser. No. 11/177,631 (now U.S. Pat. No. 7,302,273) filed Jul. 8, 2005 entitled, “A System and Method for Providing Wireless Data and Voice Based Services,” which is incorporated herein by reference in its entirety.
- This invention relates generally to a system and a method for providing interactive voice and data based services to users of voice and data enabled communications devices, and specifically to personalizing voice and data based interactive services to users of voice and data enabled communications devices.
- The system of the invention provides for personalizing interactive services to users of data and voice enabled communications devices, including users of wire line and wireless (VoWLAN/VoWiFi) voice and short message service (SMS), wireless application protocol (WAP) and multimedia messaging service (MMS) protocol enabled communications devices. The system is designed to access source information associated with a requester (user) of a service and to map the source information to personalization information associated with a user of the system. The source information is extracted from at least one of different types of communications channels provided by the system. The at least one communications channel is determined based upon the type of communications channel the requester elects to use when contacting the system. The personalization information is employed by the system to influence the behavior one or more interactive services that are provided by the system to the user.
- The objects and features of the invention can be better understood with reference to the claims and drawings described below. The drawings are not necessarily to scale, the emphasis is instead generally being placed upon illustrating the principles of the invention. Within the drawings, like reference numbers are used to indicate like parts throughout the various views. Differences between like parts may cause those parts to be indicated by different reference numbers. Unlike parts are indicated by different reference numbers.
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FIG. 1 is a block diagram illustrating an embodiment a system for personalizing voice and data based services to users of voice and data enabled communication devices. -
FIG. 2 is a block diagram illustrating some of the internal components of an embodiment of an automated service module that is configured to interface with a circuit switched voice network and a packet switched data network. -
FIG. 3 is a block diagram illustrating the operation of a voice initiated directory assistance application that provides a directory assistance service to a user of the system. -
FIG. 4 is a block diagram illustrating a time sequence of communications associated with a generalized voice initiated application, like the application ofFIG. 3 . -
FIG. 5 is a block diagram illustrating the operation of an SMS protocol data initiated directory assistance (DIDA) application that provides a directory assistance service to a user of the system. -
FIG. 6 is a block diagram illustrating the voice and data initiated operation of a personal address book (PAB) application that provides (contact) information and calendar related services to a user of the system. -
FIG. 7 is a block diagram illustrating the voice and data initiated operation of a map and driving directions (MDD) application that provides driving direction information to a requester (user) of the system. -
FIG. 8 is a block diagram illustrating a voice mail (VM) application that provides voice mail related services to a user of the system. -
FIG. 1 is a block diagram illustrating an embodiment asystem 90 for personalizing voice and data based services tousers 102 of voice and data enabledcommunication devices 100. The system of the invention inputs multiple types of request communications, encoded as voice or data, and outputs multiple types of response communications, encoded as voice or data, to auser 102 of acommunications device 100. Thedevice 100 is enabled with respect to communication of voice and/or data. - As shown, the
device 100 resides within a wireless or wireline communications network 150. For this embodiment, the wireless or wireline communications network 150 is a wireless public land mobile network (PLMN) 150. In one use case scenario, theuser 102 can establish an audio/voice type of interactive session with the system of theinvention 90. An audio/voice type of session between theuser 102 and thesystem 90 can include such as a voice dialog between theuser 102 and an interactive voice response system or a voice dialog between auser 102 and a human operator. - In one use case scenario, the
user 102 of thedevice 100 initiates avoice call 158 to an automated voice response type of service that is accessible via the data-voice network gateway 120 which is accessible via avoice network 190. Theuser 102 initiates thevoice call 158 by dialing a telephone number associated with the automated voice response type of service. Thevoice call 158 is routed through thevoice network 190 to a port provided by and accessible within thedata voice gateway 120. - As shown, in this use case scenario, the
voice call 158 is routed from thedevice 100 that is located (accessible) within the wireless orwire line network 150 to the data-voice network gateway 120 that is located (accessible) within thevoice network 190. Thevoice call 158 can be routed via any voice compliant communications path from thedevice 100 to the data-voice network gateway 120. - The destination of the
voice call 158, identified (addressed) by the telephone number, is a port number that is typically implemented as a combination of hardware and software within the data-voice gateway 120. The data-voice gateway 120 includes hardware and software that is configured and integrated to support the execution of a plurality of automated voice response types of applications. Each automated voice response type of application, is typically implemented at least partially as software, and is configured to process voice calls that are addressed to a telephone number that maps to at least one individual port number of the data-voice gateway 120. Hence, an automated voice response type of application is associated with at least one port within the data-voice gateway 120, and the at least one port is associated with at least one telephone number addressing the at least one port within thedata voice gateway 120. - In one type of embodiment, an automated voice response type of application includes an
automated service module 228 a-228 n (Also seeFIG. 2 ), which is also referred to as anapplication service module 228 a-228 n. An instance of the particularautomated service module 228 a-228 n is created to respond to and process the initiatedvoice call 158 and to direct an interactive session with the requester (caller) initiating thevoice call 158. - Each instance of an
automated service module 228 a-228 n executes and operates to provide an interactive voice session with an associated requester (caller) 102. While operating to provide an interactive voice session with a requester (caller) 102, each automated service module is configured to communicate with and to exchange information with at least oneapplication server 310 a-310 n. - In one type of embodiment, an automated service module (ASM) 228 a-228 n includes at least one instance of a
VXML interpreter 330 b that is spawned from an ASM controllingmodule 330 a (SeeFIG. 2 ), while operating to provide an interactive session with a requester (caller) 102. Optionally, in some embodiments, theASM controlling module 330 a is a CCXMLinterpreter 330 a. - During its initial operation, the
automated service module 228 a-228 n transmits acommunication 316 a-316 n that requests a first portion of VXML script and optionally CCXML script, hereafter referred to as VXML/CCXML script, of a particular application and from aparticular application server 310 a-310 n. In response, theapplication server 310 a-310 n transmits acommunication 318 a-318 n including the requested first portion of VXML/CCXML script to theASM 228. TheASM 228 receives and processes the VXML/CCXML script included within thecommunication 318 a-318 n. - Each of the
application servers 310 a-310 n can be separately or collaboratively designed, implemented and provided by various third party application providers. Theapplication servers 310 a-310 n may be located within separate facilities or collectively located within the same facility, near or far away from the data-voice gateway 120. Preferably, theapplication servers 310 a-310 n provide a communications interface to theautomated service modules 228 a-228 n based upon the internet protocol (IP) and are accessible via the Internet, intranet or extranet. Other embodiments of various communication interfaces, protocols and topologies can be employed. - Each
automated service module 228 a-228 n includes digital logic typically implemented as compiled and/or interpreted software. The digital logic typically includes a plurality of paths of control that constitute a program. The behavior of eachASM 228 a-228 n is directed via the execution of its digital logic via one or more of its paths of control. - While operating, the ASM 228 a-228 n inputs and processes the first portion of VXML script and optionally CCXML script (VXML/CCXML script). The first portion of VXML/CCXML script is processed (interpreted) by the
ASM 228 a-228 n to direct an interactive session between theASM 228 a-228 n and a requester (caller) 102. Execution of the first portion of VXML/CCXML script can direct theASM 228 a-228 n to communicate a request for in order to process other portions of VXML/CCXML script. - During its operation, the automated service module (ASM) 228 transmits one or
more communications 316 a-316 n to at least oneapplication server 310 a-310 n. Eachcommunication 316 a-316 n includes information that identifies of portions of VXML/CCXML script as requested by theASM 228 a-228 n. Eachcommunication 316 a-316 n is received and processed by the at least oneapplication server 310 a-310 n as a prerequisite to transmitting aresponse communication 318 b, that may include VXML/CCXML script or other information used to assist with the direction of the operation of theASM 228 a-228 n. - At least one
communication 316 a-316 n that is transmitted from anautomated service module 228 includes identifying information related to the identity of a requester (caller) 102. The identifying information may be source information associated with the voice call 158 or identifying information derived from the source information. Here, theASM 228 functions as an embodiment of a requester identifying apparatus. - In one type of embodiment, the identifying information includes an automatic number identifier (ANI) which represents the telephone number of the
device 100 being used by thecaller 102. In this type of embodiment, the ANI is communicated by anautomated service module 228 to anapplication server 310 a-310 n via at least onecommunication 316 a-316 n. - The
application server 310 a-310 n transmits acommunication 322 a-322 n to apersonalization server 320, also referred to as a line interface memory module (LIMM)server 320 orpersonalization module 320. At least onecommunication 322 a-322 n includes the user (requester) identifying information that is employed by thepersonalization server 320 to access information potentially associated with the requester (caller) 102. - The
personalization server 320 performs asearch 338 of adata repository 340 that includes preference information that describes preferences that are associated with a population of users (requesters) associated with a particular application implemented by theASM 228 a-228 n and/or provided by thesystem 90 across one or more applications. Thepersonalization server 320 employs the user identifying information as search criteria for searching thedata repository 340 for any associated preference information. In some embodiments, thesearch 338 is performed using a JDBC data repository interface. - In response, the
personalization server 320 transmits acommunication 324 a-324 n back to theapplication server 310 a-310 n including any preference information that is associated with the user identifying information that was found from the search of thedata repository 340. - In one type of embodiment, the
communications 322 a-322 n and 324 a-324 n employ the simple object access protocol (SOAP). The SOAP protocol is designed to promote cross-platform integration of software that may originate from different third party software developers. Thesystem 90 is designed to accommodate third party software development. A third party can provide software for one or more of theapplication servers 310 a-310 n that interface with the data-voice network gateway 120 and thepersonalization server 320 according to known and predictable programming interfaces. - The
application server 310 a-310 n receives thecommunication 324 a-324 n and generates VXML/CCXML script conditioned upon the specific preference information included within thecommunication 324 a-324 n and transmits thecommunication 318 a-318 n including the VXML/CCXML script to theASM 228 a-228 n. In some circumstances, the VXML/CCXML script includes tags that can reference one or more uniform resource locators (URL's) which reference (address) locations of stored pre-synthesized voice, .WAV files or generated digitized voice. The generated digitized voice can be generated from a text to speech module. - In another use case scenario, a requester (user) 102 transmits an SMS data communication (not shown) to the
data services node 130 to request a particular service. In response, thedata services node 130 transmits acommunication 178 viacommunications channel 186 to the data-voice gateway 120. Thecommunication 178 includes information addressing a particular port within the data-voice gateway 120 like that described for the telephone number of thevoice call 158. - In response, the data-
voice gateway 120 initiates avoice call 159 to the requester (user) 102 establishing a voice session between an application and therequester 102. The voice session established byvoice call 159 creates the same type of voice session that was established byvoice call 158, as was described earlier. - In another use case scenario, a requester (user) 102 transmits a voice communication (not shown) to request a service from an operator residing within the
voice services node 140. In response, as a result of an operator action, thevoice services node 140 transmits a communication 180 a viacommunications channel 184 to data-voice gateway 120. The communication 180 a includes information addressing a particular port within the data-voice gateway 120 like that described for the telephone number of thevoice call 158. - In response, the data-
voice gateway 120 initiates avoice call 159 to the requester (user) 102 establishing a voice session between an application and therequester 102. The voice session established byvoice call 159 creates the same type of voice session that was established byvoice call 158, as was described earlier. -
FIG. 2 is a block diagram illustrating some of the internal components of an embodiment of anautomated service module 228 that is configured to interface with a circuit switchedvoice network 190 and a packet switcheddata network 170. The internal components are typically implemented as a combination of hardware and software. In this type of embodiment, an instance of an automated service module (ASM) 228 is employed to implement an automated interactive voice response interface with auser 102. As described earlier, theASM 228 is associated with a particular application and at least oneparticular application server 310 that is associated with at least one port of the data-voice gateway 120. - As shown, the automated service module (ASM) 228 includes an
ASM controlling module 330 a and a voice XML (VXML)interpreter module 330 b, an automaticspeech recognition module 332 and a text to synthesizedspeech module 334. Optionally, theASM controlling module 330 a also functions as a call control XML (CCXML)interpreter module 330 a. Themedia gateway node 226 receives a circuit switched analog or digital audio/voice communication 238 a fromrequester 102 that travels through theTDM switch node 224 and through the circuit switched communications channel 234 c, also referred to as a call leg 234 c. In other embodiments, thecommunication 238 a travels throughcommunication channel 232 b. - The
media gateway 226 translates the circuit switched analog or digital audio/voice communication 238 a to a packetized digital audio/voice communication 238 b that is transmitted to theautomated service module 228 via thecommunications channel 232 c. Theautomated service module 228 receives and processes the packetized digital audio/voice communication 238 b from themedia gateway node 226 via thecommunications channel 232 c. The audio/voice communication 238 b packetizes and digitally encodes voice and/or touch tones communicated from therequester 102. - The
automated service module 228 also transmits a packetized digital audio/voice communication 238 c to themedia gateway node 226, via thecommunications channel 232 c. The audio/voice communication 238 c digitally encodes voice and/or other types of audio. Themedia gateway 226 translates the packetized digital audio/voice communication 238 c to an circuit switched audio/voice communication 238 d that is transmitted through theTDM switch 224 via the circuit switched communications channel 234 c. In other embodiments, thecommunication 238 a travels throughcommunication channel 232 b. Therequester 102 receives the circuit switched audio/voice communication 238 d transmitted from themedia gateway node 226 and traveling through theTDM switch 224 via the communications channel 234 c. - As shown in this embodiment, digital packetized audio/voice communications are input into and output from the
ASM 228 via theASM controlling module 330 a. Optionally, theASM controlling module 330 a is a CCXML interpreter module that inputs and processes CCXML script that is communicated from anapplication server 310. Typically, the CCXML script is associated with a particular application and is stored inside of one or more files accessible to theapplication server 310. - The
ASM controlling module 330 a spawns (creates) instances of theVXML interpreter module 330 b. TheVXML interpreter module 330 b is a software module that inputs and processes VXML script that is communicated from anapplication server 310. Typically, the VXML script is associated with a particular application and is stored inside of one or more files accessible to theapplication server 310. - The
ASM controlling module 330 a and theVXML interpreter module 330 b invoke, communicate and interoperate with the automatedspeech recognition module 332 to interpret the packetized digital audio/voice data received from a requester (user) 102 via themedia gateway 226. TheASM controlling module 330 a and theVXML interpreter module 330 b invoke, communicate and interoperate with the text tospeech module 334 to transmit packetized digital voice response communications to a requester (user) 102 via themedia gateway 226 and theTDM switch 224. - In other embodiments, the
requester 102 can communicate with theASM 228 over a communications path that excludes theTDM switch 224 and themedia gateway 226. For example, therequester 102 can communicate over a VoIP packet switched network (not shown) that communicates with theASM 228. In this type of embodiment, packetized voice is communicated between the requester 102 and theASM 228 over a communications path that does not require and that excludes theTDM switch 224 and themedia gateway 226. - As shown, the automated service module (ASM) 228 includes an
initialization module 328 which executes upon the creation (invocation) of an instance of anASM 228. Theinitialization module 328 performs initialization functions of theASM 228. Theinitialization module 328 creates (invokes) 348 an instance of aASM controlling module 330 a which optionally accesses initial CCXML script from theparticular application server 310 a-310 n via transmission ofcommunication 316 a-316 n and reception ofcommunication 318 a-318 n. - The
ASM controlling module 330 a creates (invokes) one or more instances of a voice XML (VXML)interpreter 330 b on demand, to process (interpret) VXML script accessed from theapplication server 310 a-310 n. TheASM controlling module 330 a and theVXML interpreter 330 b transmits one ormore communications 316 a-316 n and receives one ormore communications 318 a-318 n as a result of performing actions that are directed via processing (interpreting) of prior received CCXML or VXML script, respectively. - Preferably, the
communications 316 a-316 n and 318 a-318 n employ the hypertext transport protocol (HTTP). The HTTP protocol is commonly used to transport Web pages over the Internet and supports interoperability between network nodes. Preferably, the HTTP protocol layer is carried by the TCP/IP protocol layers. - While executing, the
ASM 228 via theCCXML 330 a and theVXML 330 b interpreter module may exchangecommunications 314 with other service nodes, for example, adirectory assistance server 132 a, to store and/or retrieve information to assist the performance of a interactive dialog between theautomated service module 228 and theuser 102. For example, a directory assistance request received from theuser 102 in the form of packetized digital voice via thecommunications channel 232 c can be translated into text by the automaticspeech recognition module 332 and transmitted to thedirectory assistance server 132 a by theCCXML 330 a and/or theVXML 330 b interpreter. - In response, the
directory assistance server 132 a transmits directory assistance information in the form of text to theCCXML 330 a and/or theVXML 330 b interpreter 330. The text tospeech module 334 translates the text into digitized voice before it is communicated to theuser 102 by theASM controlling module 330 a and/orVXML 330 b interpreter module. - A flow of packetized digital audio, such as communicated through the
communication channel 232 c, is also referred to as an audio stream. The flow of circuit switched voice audio, represented by analog or digital signals, travels through circuit switchedaudio call legs 234 a, In other embodiments, thecommunication 238 a travels throughcommunication channel 232 b and callleg 234 a. . The flow of packetized digital audio that is communicated using the IP protocol, such as communicated by thecommunication channel 232 c, is also referred to as anIP call leg 232 c. AnIP call leg 232 c functions like an audio call legs 234 a-234 c to communicate audio between two locations. But unlike an audio call leg 234 a-234 c, anIP call leg 232 c can be further controlled (manipulated) by digital logic, such as by one or more software modules. - The
media gateway 226 interfaces, communicates and controls aTDM switch 224 via thedata communications channel 232 b. Themedia gateway node 226 translates voice received from theuser 102 via theTDM switch 224 into packetized digital voice and communicates the digital voice to theautomated service module 228 via thecommunications channel 232 c. Themedia gateway 226 translates the packetized digital voice received from theASM 228 into audio voice and communicates the audio voice to theuser 102 via theTDM switch 224. The digital voice may have been previously translated from recorded digitized voice or translated from text into digitized voice via a text to synthesizedspeech module 334. - The
communications channels communications channel 232 b is preferably a dedicated channel, such as a hard wired connection. - The
TDM switch node 224 is configured to provide circuit switching between telephone lines. A “telephone line” is a channel (path) of telephony communication between two entities, such as between two people or between aperson 102 and an automated interactive voice application. - The
TDM switch node 224 performs a telephony (circuit) connection between a first person and a second person by connecting a first telephone line associated with a first telephone that is used by a first person to a second telephone line associated with a second telephone that is used by a second person Likewise, for example, theTDM switch node 224 can connect the first telephone line to a third telephone line associated with an interactive voice response system. The aforementioned “telephone lines” are also be referred to as “call legs”. - The
TDM switch node 224 is configured to be controlled via the communication of commands, also referred to as request communications that are received via its communications interface. TheTDM switch node 224 receives request communications from the controllingmodule 330 a of theASM 228 via thecommunications channel 232 a, and performs actions where appropriate in response to each received request communication, and transmits a response communication to the controllingmodule 330 a via thecommunications channel 232 a where appropriate. - In other embodiments, a gateway controller node (not shown) residing within the
data voice gateway 120 spawns an instance of theASM 228 and communicates with and controls theTDM switch 224 via thecommunications channel 232 a and communicates with and controls themedia gateway 226 via thecommunications channel 232 c. - In the embodiment as shown, the controlling
module 330 a of theASM 228 functions like the gateway controller node (not shown) and communicates with and controls theTDM switch 224 via thecommunications channel 232 a and communicates with and controls themedia gateway 226 via thecommunications channel 232 c. - In one type embodiment, the
automated service module 228 accesses a value of an automatic number identifier (ANI) of thedevice 100 via aprogramming interface 236 of themedia gateway 226. In other embodiments, the ANI can be accessed from theTDM switch 224 via thecommunications channel 232 a. The ANI identifies the telephone number of thedevice 100 and constitutes source information used to identify preferences associated with a user. Preferably, theinitialization module 328 accesses the ANI before any CCXML or VXML script is accessed from anapplication server 310. - The
media gateway 226 is configured to determine the ANI of anincoming voice call 158 and to provide access to the ANI via a mediagateway programming interface 236 that is available to be exercised by other hardware and/or software components, including components within theautomated service module 228. In other embodiments, the ANI can be accessed from theTDM switch 224 via thecommunications channel 232 a. Theautomated service module 228 accesses and includes the value of the ANI within thecommunication 316 to thepersonalization server 320. - In one type of embodiment, the
personalization server 320 utilizes the ANI value as a data repository search parameter (key) to retrieve preference information associated with theuser 102. In this type of embodiment, preference information associated with auser 102 is stored and organized within thedata repository 340 and indexed by at least an ANI value associated with a telephone number of adevice 100 in the possession of theuser 102. - In another type of embodiment, the
personalization server 320 maps the ANI value to a user identifier and then utilizes the user identifier as a data repository search parameter (key) to retrieve preference information associated with the user identifier of the requester (caller) 102. In this type of embodiment, preference information associated with the user identifier of the requester (caller) 102 is stored and organized within thedata repository 340 and indexed by at least a user identifier that is associated with possession of adevice 100 having a telephone number equal to the ANI value. - At some point in time, the dialog between the
user 102 and theautomated system 228 will terminate as a result of an action by theuser 102 and/or by theautomated system 228. Optionally, the automated system may transfer interaction with auser 102 to another automated service or to a human operator. - In other embodiments, a circuit switched analog or digital audio/voice signal received via the
TDM switch 224 is input into an embodiment of automatic speech recognition module (not shown) without traveling through amedia gateway node 226. In this type of embodiment, the automatic speech recognition module is configured to map the analog or digital circuit switched voice signal to digitally encoded information. Preferably, the digitally encoded information is text. In some embodiments, the digitally encoded information represents the result of matching sounds (phonyms) encoded by the voice signal to one or more sounds within a sound (phonym) data repository. -
FIG. 3 is a block diagram illustrating the operation of a voice initiated directory assistance (VIDA) application that provides a directory assistance service to a requester (user) 102 of thesystem 90. In one scenario, theuser 102 of thedevice 100 initiates avoice call 158 to the voice initiated directory assistance (VIDA) service via acommunications path 182. Thecommunications path 182 passes through the wireless or wireline communications network 150 and thevoice network 190 to an associated port number implemented within the data-voice network gateway 120. Theuser 102 initiates the voice call 158 by dialing a telephone number associated with the port number of the voice initiated directory assistance service of the data-voice gateway 120, as described forFIG. 1 . - In this embodiment, the voice initiated directory assistance (VIDA) service application includes an associated automated service module (ASM) 228 a (Generally described in
FIG. 2 ). An instance of the voice initiated directory assistance automatedservice module 228 a is spawned to respond to and process theincoming voice call 158. - The instance of the
VIDA ASM 228 a executes and operates to provide an interactive voice session between the associatedrequester 102 and the VIDA application. Theautomated service module 228 a includes anASM controlling module 330 a and aVXML interpreter 330 b (SeeFIG. 2 ). - During its initial operation, the
automated service module 228 a executesinitialization code 328 which interfaces with themedia gateway node 226 to obtain source information associated with therequester 102 of the service. In one type of embodiment, the initialization code transmits a communication viaprogramming interface 236 to themedia gateway node 226 that requests for a automatic number identification (ANI) value associated with the requester (voice caller) 102. In response, themedia gateway node 226 determines the requested ANI value and transmits a communication viaprogramming interface 236 that includes the requested ANI value, associated with therequester 102, to theinitialization code 328. The described method to access the ANI value is an embodiment of a requester identifying apparatus. In other embodiments, the ANI can be accessed from theTDM switch 224 via thecommunications channel 232 a. - Preferably, the
initialization code 328 and themedia gateway node 226 communicate using an IP based protocol stack. In other embodiments, theinitialization code 328 and the media gateway can communicate and store an ANI value using a memory or device register location that is accessible to both theinitialization code 328 and themedia gateway 226. - The
initialization code 328 of theautomated service module 228 a transmits a communication 316 a to the voice initiated directory assistance application server (VIDAAS) 310 a. The communication 316 a requests delivery of a first portion of VXML/CCXML script associated with the voice initiated directory assistance application. The communication 316 a includes the source information associated with therequester 102, which in this circumstance is equal to the ANI value associated with the voice call 158 obtained via themedia gateway 226. - Prior to responding to the communication 316 a, the
application server 310 a transmits acommunication 322 a to thepersonalization server 320. In this circumstance, thecommunication 322 a includes the ANI value as the source information associated with therequester 102. In other circumstances, the source information may be an SMS protocol source address. - The
personalization 320 server employs the ANI value as a parameter for searching adata repository 340 that includes preference information associated with users of the voice initiated directory assistance service. Thedata repository 340 also includes source information of various types and a user identifier associated with users of thesystem 90. - In some embodiments, the source information (ANI value) is mapped to a user identifier which is employed as at least a portion of the search criteria for searching the
data repository 340 for preference information associated with the source information and/or the user identifier. Thedata repository 340 can be used to map one type of source information to another type of source information and/or to a user identifier, or used to map a user identifier to one or types of source information or preference information. - Upon finding preference information satisfying the search criteria, the
personalization server 320 transmits a communication 324 a to the voice initiated directoryassistance application server 310 a that includes the found preference information. Theapplication server 310 a processes the preference information in order to generate the first portion of VXML/CCXML requested by the communication 316 a. - The preference information includes one or more individual preferences that are each named and that apply to the operation of one or more applications provided by the
system 90. Some individual preferences apply to none or only one application, while other name preferences apply to many or all applications provided by thesystem 90. Theapplication server 310 a extracts the preference information of individual preferences that apply to the voice initiated directory assistance application (VIDAA). - In one type of embodiment, the
VIDA application server 310 a extracts a language, a custom prompt, an automation level, a delivery options, a personal address book update, a data protocol option, enhanced content (last used or frequently accessed) and a personalization information update method preference. Preferably, each individual preference is identified by a unique name that is represented by a textual string. Each named preference is associated with one or more preference values which are each also identified by a textual string. - The language preference indicates the speaking language, such as the English or Spanish speaking language, that is employed by the voice initiated directory assistance application, to generate and communicate synthesized voice to the
requester 102 and to interpret, via speech to text recognition software, any voice communicated from therequester 102. As a result of a specified language preference, theapplication server 310 a generates VXML that encodes voice messages that are articulated in the selected speaking language. By default, English is typically specified as the preferred language. - For example, the
application server 310 a supplies an initial synthesized voice message that is encoded into VXML. If a language preference of English is specified, the initial synthesized voice message recites “Hello”. If a language preference of Spanish is specified, the initial synthesized voice message recites “Hola”. - The custom prompt preference indicates the audio qualities of a voice employed by the voice initiated directory assistance application to generate and communicate synthesized voice to the
requester 102. The audio qualities can include various sample voice characteristics, including that of a man or a woman. The custom prompt can also indicate the types of messages (a sequence of words) that are delivered (vocalized) to the requester 102 during a session. - The
application server 310 a supplies VXML encoded voice messages according to one or more preferences, including the custom prompt preference, of the requester (user) 102. The text to synthesizedspeech module 334 translates the VXML encoded messages according to any voice attribute preferences selected in association with therequester 102. Typically, a custom prompt preference is specified by default. - In some embodiments, the selection of a custom prompt message is based upon behavioral analysis of the requester (user) 102 by the
system 90 over time. A custom prompt message may be a promotional message regarding a product or a service. The product or service may be selected based upon one or more products or services previously purchased by therequester 102. For example, the promotional message may advertise a product or service other than and/or related to a product or service previously purchased by the requester (user) 102. - The
VIDA application server 310 a responds to the communication 316 a by transmitting acommunication 318 a to the VIDAautomated service module 228 a, that includes CCXML and VXML script that includes one or more voice messages that satisfy the language and the custom prompt preferences, and possibly other preferences of therequester 102. The CCXML also includes flow of control direction that satisfy the automation level, delivery options, PAB update preferences of therequester 102, further described below. - The automation level preference defines the behavior of the VIDA application. In one type of embodiment, the automation level preference can be associated with 3 possible values, namely “high”, “medium” and “none”.
- When the automation level preference is set equal to “none”, a voice initiated
request 158 for directory assistance from arequester 102 is immediately transferred by the VIDAautomated service module 228 a to a live human operator. In this type of scenario, theVIDA application server 310 a supplies a VXML voice message within thecommunication 318 a reciting to the requester 102 in effect that “You are being transferred to an operator”, using the English or Spanish speaking language for example, according to the preferences of therequester 102. The communication also includes flow of control direction within the CCXML script to perform actions to transfer the requester to an operator. - Accordingly, the VIDA automated service module, via execution of the CCXML script of the
communication 318 a, performs actions to select an operator and to join (connect) a call leg of the voice call 158 with a call leg associated with the selected operator. The actions include transmitting commands to theTDM switch 224 to connect the requester 102 to the selected operator. - Typically, the selected operator is an available operator that associated with a
voice service node 140. In some circumstances,requester 102 may be placed on hold while waiting to be connected to the selected operator. Optionally, theapplication server 310 a also performs actions so that background music is communicated to therequester 102 while therequester 102 is waiting to be connected to the selected operator. - When the automation level is set equal to “medium” a voice initiated request for directory assistance from a
requester 102 is handled by the VIDA application in the following manner. In this scenario, theapplication server 310 a supplies a voice message encoded into VXML script that states to therequester 102, “Please identify the city and state associated with your request”. Notice that theapplication server 310 a does not ask therequester 102 for a name associated with the directory listing request. The VIDAautomated service module 228 a processes the VXML/CCXML to transmit the voice message to therequester 102 - In this scenario, the
requester 102 responds by transmitting a voice communication that includes a vocalization of “Orlando” and “Florida”. The voice communication is an circuit switched signal that travels from thedevice 100, through theTDM switch 224 and to themedia gateway 226 and is translated into a digital (VoIP) representation by themedia gateway 226 and buffered into memory for input to theASM controlling module 330 a. - Like the scenario described for when the automation level is set to “none”, the
application server 310 a supplies synthesized voice message stating to the requester 102 that “You are being transferred to an operator”. Accordingly, theautomated service module 228 a performs actions to select an operator and to join (connect) a call leg of the voice call 158 with a call leg associated with the selected operator via commands communicated to theTDM switch 224 via themedia gateway 226. - Further, in this type of scenario, the
ASM controlling module 330 a transmits acommunication 160 via acommunications path 184 that includes the digital representation of the voice communication vocalized from therequester 102, also referred to as a “whisper” communication, to a memory queue of the selected operator. In some circumstances, actions of theASM controlling module 330 a are directed by CCXML/VXML script. - The
communication path 184 passes through thedata network 170 to thevoice services node 140 where the selected operator resides. Upon connecting the requester 102 with the selected operator, the whisper communication is processed by a digital (VoIP) to speech synthesizing module and is vocalized to the selected operator in an automated fashion. - The operator engages the requester 102 in an interactive voice session via the
voice network 190 and asks therequester 102 for the name of the listing. The operator searches for listings matching the city, state and name information vocalized by the requester and communicates any matching listing information to therequester 102. In this scenario, the VIDA service is partially automated in that the city and state information of the listing search criteria are collected in an automated manner. - When the automation level preference is set to “full”, the voice initiated directory assistance application behaves like when it is set to “medium”, except that the
requester 102 is not transferred to an operator and no whisper communication is transmitted. Instead, theASM controlling module 330 a directs thespeech recognition module 332 to translate the digital voice representation of the city and state information vocalized by therequester 102 into a text representation of the same information. Thespeech recognition module 332 inputs the digital voice representation and outputs the text “Orlando” and “Florida” which is input by theASM controlling module 330 a. - Next, the
application server 310 a also generates a VXML voice message stating to therequester 102, “Please identify the name associated with your request”. Notice that theapplication server 310 a has previously asked therequester 102 for the city and state associated with the directory listing request. - The requester responds 102 by transmitting a voice communication that includes a vocalization of “John Smith”. Like for the city and state voice communication, the
speech recognition module 332 inputs a digital representation and outputs the text “john” and “smith” which is input by theASM controlling module 330 a. - In this scenario, the
ASM controlling module 330 a requests a search of a listing data repository (not shown) via an exchange ofcommunications 314 with adirectory assistance server 132 a. TheASM controlling module 330 a transmits a text representation of the city, state and name information vocalized by therequester 102, to thedirectory assistance server 132 a. The text representation is translated from speech by the automaticspeech recognition module 332. - The
directory assistance server 132 a responds by transmitting a text representation of zero, one or more matching listings. One or more matching listings will be translated from text to a digital VoIP speech representation via a text to synthesizedspeech module 334, in accordance with preferences of therequester 102. The digital (VoIP) speech representation is translated by themedia gateway 226 into an circuit switched voice communication that is transmitted via theTDM switch 224 to thedevice 100 in the possession of therequester 102. - By further interacting with the voice initiated directory assistance (VIDA) application, the
requester 102 indicates a selection of a listing by vocal or touch tone audio communication transmitted to theCXML module 330 a via thecommunications path 182. In response, theASM controller 330 a transmits a communication 168 that vocalizes the telephone number and/or address information associated with the selected listing, to thedevice 100 in the form of packetized digital voice. Themedia gateway 226 translates the packetized digital voice into circuit switched voice and communicates the circuit switched voice through theTDM switch 224 to thedevice 100. - The delivery options preference indicates what types of communications should be employed by the VIDA application to deliver the result of the service to the
requester 102. The delivery options preference can indicate voice only, data only or voice and data delivery options. If the delivery options preference is set to data or voice and data, theASM controlling module 330 a transmits acommunication 176 to thedata services node 130 including the text of the selected listing and the user identifier associated with therequester 102. - Optionally, the
data services node 130 transmits acommunication 362 to thepersonalization server 320 including the user identifier to confirm and/or search for any other preference information associated with delivering the listing to therequester 102 via an SMS communication. Thepersonalization server 320 performs asearch 338 of thedata repository 340 to map the user identifier to a SMS source address and transmits acommunication 364 to theSMS service node 130 including the SMS source address of therequester 102. The data servicesnode 130 transmits anSMS communication 574 that is addressed to the SMS source address of thedevice 100 via adata network 170 and the wireless orwire line network 150. Thedevice 100 receives and queues theSMS communication 574 into its memory for later retrieval by therequester 102. - The personal address book (PAB) update preference indicates whether the listing, selected by the
requester 102, should be added to a PAB associated with therequester 102. Various values of the PAB update preference can be set to either always store a selected listing, or to prompt the requester for approval to store a selected listing, or to conditionally store a selected listing based upon various rule based criteria, including for example, based upon area code, day of the week, time of the day, etc. - The data protocol options preference indicates the data communication protocol functionality that is enabled within the
device 100 and the data communication protocol functionality that is selected by therequester 102 to be provided by thesystem 90. For example, preference values can indicate whether thedevice 100 supports the SMS, MMS and/or the WAP protocols. Further, functionality outside of support for specific data communication protocols, can be indicated. For example, accented text characters can be employed for a Spanish language application. Thedevice 100 may or may not be enabled to support accented characters. Preference values can be set to enable or disable any system provided support for accented characters. - The personalization information update method preference indicates rules regarding how preference information is to be stored and revised. A “dynamic” value indicates that the
user 102 prefers to interact with thesystem 90 via a voice session in order to set or revise system wide personal preference values. System wide personal preferences are collectively associated with various applications provided by thesystem 90. A “user initiated” value indicates that theuser 102 prefers to interact with thesystem 90 via a network interface, such as an Internet Web site to set or revise system wide personal preference values. - A “batch” value indicates that the
system 90 is permitted to update personal preferences for theuser 102. The batch preferences are preferences that are associated with one or more groups of users of which theuser 102 is a member. Any preferences that are updated for a group of users are also updated for eachuser 102 that is a member of that group of users. - An “emergency” value indicates that the
system 90 is permitted to revise personal preferences to respond to emergencies, such as for example, a network outage. Preferences may be temporarily revised for the duration of an emergency and restored after termination of the emergency. - In some embodiments, the user can set a preference that invites/permits the
system 90 to monitor and store information recording the user's actions while theuser 102 is using thesystem 90 over a period of time. Periodically and preferably during hours of low activity, thesystem 90 executes a process that heuristically processes the information recorded over the period of time. The results of the heuristic processing can lead thesystem 90 to perform adjustments in the service provided to the user. For example, if theuser 102 initiates most of his/her calls to the system on a Friday, the system can provide or offer to provide discounted calling services for calls initiated in Fridays. - The enhanced content preference indicates whether the
system 90 can provide unsolicited information and/or unsolicited prompts offering to provide information (services) based upon information previously accessed by or supplied to theuser 102. For example, if the user previously accessed information regarding particular stock values, news of sports teams and/or scores or weather, unsolicited current information regarding the same subject matter can be provided or offered in an unsolicited manner. - In some embodiments, the enhanced content preference can further specify that the information previously accessed is information that was last accessed and/or frequently accessed by the
user 102 over a period of time. In some embodiments, the VIDA application uses information that was last accessed and/or frequently accessed as a default, for identifying the information previously accessed. In some embodiments, the frequently accessed information is information that was most frequently accessed by theuser 102 over a period of time. - In some embodiments, the subject matter can be offered as user selectable custom menu selection. The custom menu selection can be “customized” with respect to its content and with respect to its location among other available menu selections provided. A selection by the
requester 102 of a custom menu selection can provide the requester 102 with an assortment of information previously accessed (requested) by the requester 102 from thesystem 90. - For example, the menu selection can provide one or more stock quotes, one or more scores associated with particular (favorite) teams associated with various particular (favorite) sports, news articles (stories) associated with particular (favorite) topics, etc.
- The aforementioned description of the VIDA application provides examples of how personal preferences can influence the behavior a service provided by the
system 90. The VXML/CCXML supplied by theVIDA application server 310 a and processed within the VIDAautomated service module 228, reflects the personal preferences of therequester 102. -
FIG. 4 is a block diagram illustrating a time sequence of communications associated with a generalized voice initiated application, like the application ofFIG. 3 . As shown, themedia gateway node 226 receives a circuit switched audio/voice communication 238 a from a requester 102 that travels through theTDM switch node 224 and the circuit switched communications channel 234 c. In other embodiments, thecommunication 238 a travels throughcommunication channel 232 b. Themedia gateway 226 translates the circuit switched audio/voice communication 238 a to a packetized digital audio/voice communication 238 b that is transmitted to theautomated service module 228 via thecommunications channel 232 c. In some embodiments, a session interface protocol (SIP) INVITE message can be transmitted to theautomated service module 228 to establish aSIP communications path 232 c between themedia gateway 226 and theautomated service module 228. - The
automated service module 228 transmits acommunication 316 to an associatedapplication server 310. Thecommunication 316 requests delivery of a portion of VXML/CCXML script associated with the application. Thecommunication 316 includes the source information associated with the requester (user) 102, which in this circumstance is equal to the ANI value associated with the voice call 158 obtained via themedia gateway 226. - Prior to responding to the
communication 316, theapplication server 310 transmits acommunication 322 to thepersonalization server 320. In this circumstance, thecommunication 322 includes the ANI value as the source information associated with therequester 102. In other circumstances, the source information may be an SMS protocol source address, where applicable. - The
personalization server 320 employs the ANI value as a search parameter for searching adata repository 340 that includes preference information associated withusers 102 of the voice initiated directory assistance service. Thedata repository 340 can also include various types of source information and user identifiers associated with each of the users of thesystem 90. - In some embodiments, the source information (ANI value) is mapped to a user identifier which is employed by the
personalization server 320 as at least a portion of the search criteria for searching thedata repository 340 for preference information associated with the source information and/or the user identifier. Preferably, thedata repository 340 can be used to map one type of source information to another type of source information and/or to a user identifier, or used to map a user identifier to one or types of source information or preference information. - Upon finding preference information satisfying the search criteria, the
personalization server 320 transmits acommunication 324 to a general voice initiatedapplication server 310 that includes the found preference information. Theapplication server 310 processes the preference information in order to dynamically generate, if necessary, the VXML/CCXML requested by thecommunication 316. Preferably, thecommunications FIG. 2 ). - The
application server 310 responds to thecommunication 316 by transmitting acommunication 318 to theautomated service module 228 that includes the VXML/CCXML script that was generated based upon the preference information associated with therequester 102. TheASM 228 receives and processes the VXML/CCXML script included within thecommunication 318 a-318 n. - The
automated service module 228 transmits a packetized digital audio/voice communication 238 c to themedia gateway node 226, via thecommunications channel 232 c. The audio/voice communication 238 c digitally encodes voice and/or other audio. Themedia gateway 226 translates the packetized digital audio/voice communication 238 c to a circuit switched audio/voice communication 238 d that is transmitted through theTDM switch 224 via the circuit switched communications channel 234 c. In other embodiments, thecommunication 238 a travels throughcommunication channel 232 b. Therequester 102 receives the circuit switched audio/voice communication 238 d from themedia gateway node 226 that travels through theTDM switch 224 and the circuit switched communications channel 234 c. -
FIG. 5 is a block diagram illustrating the operation of an SMS protocol data initiated directory assistance (DIDA) application that provides a directory assistance service to auser 102 of thesystem 90. In one use case scenario, theuser 102 of thedevice 100 transmits anSMS communication 572 to the SMS protocoldata services node 130, also referred to as theSMS services node 130, via acommunication channel 188. Thecommunications path 188 passes through the wireless or wireline communications network 150 and thedata network 170 to an associated SMS addressed port implemented within the SMS services node 130 (SeeFIG. 3 ). - In this embodiment, the SMS protocol (DIDA) service application includes a
controller module 528 and aprogramming script interpreter 530. An instance of theprogramming script interpreter 530 is spawned 548 to respond to and process information carried by theincoming SMS communication 572. - The instance of the
controller module 528 executes and operates to provide an interactive SMS protocol session between the associatedrequester 102 and the SMS protocol (DIDA) application. During its initial operation, thecontroller module 528 executes initialization code to obtain source information associated with therequester 102 of the service. In this type of embodiment, the source information is SMS protocol source address of thedevice 100. Preferably, the source information is an SMS protocol source address that is accessed from SMS protocol software executing within the SMS services node. The described method to access the SMS protocol source address is an embodiment of a requester identifying apparatus. - The
programming script interpreter 530 transmits acommunication 326 b to an SMS protocol (DIDA)application server 310 b. Thecommunication 326 b requests delivery of a portion of programming script associated with the SMS (DIDA) application. Thecommunication 326 b includes the source information associated with therequester 102, which is equal to the SMS protocol source address associated with thedevice 100. - Prior to responding to the
communication 326 b, theapplication server 310 b transmits acommunication 322 b to thepersonalization server 320. In this circumstance, thecommunication 322 b includes the source information associated with therequester 102. - The
personalization server 320 employs the source information (SMS protocol source address) as a parameter for searching 338 adata repository 340 that includes preference information associated with users of the DIDA application service. Thedata repository 340 can also include various types of source information and user identifiers associated with each of theusers 102 of thesystem 90. - In some embodiments, the source information (SMS protocol source address) is mapped to a user identifier which is employed as at least a portion of the search criteria for searching 338 the
data repository 340 for preference information associated with the source information and/or the user identifier. Thedata repository 340 can be used to map one type of source information to another type of source information and/or to a user identifier, or used to map a user identifier to one or types of source information or preference information. - Upon finding preference information satisfying the search criteria, the
personalization server 320 transmits acommunication 324 b to the SMS (DIDA)application server 310 b that includes the found preference information. The SMSDIDA application server 310 b processes the preference information in order to supply the portion of programming script requested by thecommunication 326 b. The SMSDIDA application server 310 b later responds to thecommunication 326 b by transmitting acommunication 328 b to theprogramming script interpreter 530 that includes programming script having content that is determined from the preferences of therequester 102. - In one type of embodiment, the SMS
DIDA application server 310 b extracts the preference information associated with individual preferences that are processed by the SMS (DIDA) application. In one type of embodiment, the SMSDIDA application server 310 b extracts a delivery option, a redirect option, a message format, an update method, an operator backing and an enhanced content preference. The delivery option, redirect option, message format, update method, and an enhanced content preferences influence the behavior the services provided by the SMS DIDA application in a manner like that previously described for the VIDA application (SeeFIGS. 3-4 ). - After processing the preferences of the
requester 102, the SMSDIDA application server 310 b responds to thecommunication 326 b by transmitting acommunication 328 b to theprogramming script interpreter 530 of theSMS services node 130 that includes programming script content that is determined from the preferences of therequester 102. The programming script content includes text messages and flow of control directives and is determined from the aforementioned preferences associated with SMS protocol (DIDA) application. - For example, in one type of embodiment, the
application server 310 b supplies programming script content that includes directives to process SMS text messages, including SMS text messages that request directory assistance. In one type of use embodiment, therequester 102 of thedevice 100 transmits a request for directory assistance within acommunication 572 that is addressed to the SMSdata services node 130, having a known network protocol address. The request is represented by text data transmitted within thecommunications 572. - The
SMS services node 130 receives the request withincommunication 572 and determines what actions are required to process it via execution of the programming script. Typically, a request for directory assistance includes name information for which telephone number and/or address information is sought by the requester (user) 102. The name information is at least a portion of a name of an entity. An entity can be of a person, a business or government agency, for example. - Via execution of the programming script, the
SMS services node 130 exchanges communications viacommunication channel 316 b to a directoryassistance data server 132 a to access telephone number and/or address information associated with the name information communicated from theuser 102. If the telephone number and/or address information is not locally available to thedirectory assistance server 132 a, the directoryassistance server data 132 a transmits a communication to one or more other content servers (not shown). The directoryassistance server data 132 a transmits a response communication, including matching directory assistance information, as part of the message exchange viacommunication channel 312 b to theSMS services node 130. - The SMS data services node transmits a
response communication 574 to thecommunications device 100 via the SMS relay node 110. The response communication includes telephone number and/or address information sought by theuser 102. Typically, theSMS services node 130 transmits aresponse communication 574 including at least one item (listing) of telephone and/or address information associated with a name information of theoriginal request communication 572. - In some circumstances, multiple items (listings) of telephone number and/or address information may potentially match the name information communicated from the
requester 102. As a result, theresponse communication 574 includes multiple listings. The listings are received by thedevice 100 and displayed (formatted) by thedevice 100 for requester (user) 102 viewing and selection. An example of (2) such listings are shown as follows: - 1 of 8
- Domino's Pizza
- 461 Ponce De Leon Ave NE
- Atlanta, GA 30308
- 404-874-0030
- 2 of 8
- Domino's Pizza
- 3300 Buford Hwy
- Atlanta, GA 30329
- 404-872-3000
- As shown above, the first listing has an index identifier of “1” of 8 total listings and the second listing has an index identifier of “2” of 8 total listings. The
user 102 can later use the index identifier to reference a particular listing using other request codes. A range of listings, identified by a corresponding range of indexes, can be communicated to theuser 102 per SMS message communication 172 a. - In some embodiments, reverse directory assistance services are provided. The user communicates telephone number information within the request communication 152 a and the
SMS services node 130 responds with name and/or address information associated with the telephone number information, if the telephone number is listed. - The user can communicate 152 a various other request codes to the SMS services node. These codes are listed as follows.
- N Receive next listing if multiple listings are available;
- P Receive previous listing if multiple listings are available;
- O Request Operator backing;
- L Last Request; and
- H Send help information.
- Short codes are SMS addresses that are employed to identify and distinguish different SMS users and different SMS services. For example, a short code having a value equal to 411 can be assigned to identify a particular SMS based directory assistance service and a short code having a value equal to 2411 can be assigned to identify another SMS based service.
- The behavior of the SMS DIDA application is also influenced by an operator backing preference. The operator backing preference indicates if, and under what circumstances a
requester 102 should receive live operator assistance while using the services of the SMS DIDA application. The operator assistance preference can indicate that therequester 102 receives operator assistance after an occurrence of a predetermined number of failed attempts to access information using the DIDA application. Alternatively, the operator assistance preference can indicate that therequester 102 receives operator assistance upon demand via transmission of an SMS text message command from theuser 102. - In one type of embodiment, upon occurrence of the predetermined number of failed attempts, the
data services node 130 transmits acommunication 178 via thecommunications channel 186 to theASM 228 b of the data-voice gateway 120. Thecommunication 178 includes information requesting operator assistance and can optionally address a particular port within the data-voice gateway 120 that is associated with selecting the services of an available operator. - In response, the
ASM 228 b initiates avoice call 159 to the requester (user) 102 and initiates avoice call 181 to a selected operator in order to join the voice calls 159, 181 and to establish a voice session between the requester 102 and the selected operator. In some embodiments, theASM 228 b accesses thepersonalization server 320 to map an SMS address to a telephone number (not shown). - Typically, the selected operator is an available operator that associated with a voice service node 140 (See
FIGS. 1 , 3). In some circumstances,requester 102 may be placed on hold while waiting to be connected to the selected operator. Optionally, theapplication server 310 b also performs actions so that background music is communicated to therequester 102 while therequester 102 is waiting to be connected to the selected operator. If therequester 102 terminates interaction withsystem 90 after being transferred, the prior directory assistance sessions are characterized as being data initiated and voice terminated. - By further interacting with the SMS DIDA application, the
requester 102 indicates a selection of a listing by communicating a text identifier associated with the selected listing via anothercommunication 572. In response, theprogramming script interpreter 530 transmits anothercommunication 574 that includes the telephone number and/or address information associated with the selected listing, to thedevice 100 in the form of acommunication 574 of SMS protocol encoded text. - The aforementioned description of the SMS DIDA application provides examples of how personal preferences can influence the behavior of a service provided by the
system 90. The programming script supplied by theDIDA application server 310 b and processed within the SMS protocoldata services node 130, reflects the personal preferences of therequester 102. -
FIG. 6 is a block diagram illustrating the voice and data initiated operation of a personal address book (PAB) application that provides (contact and availability) information and calendar related services to a requester (user) 102 of thesystem 90. The PAB application enables a user to store various types of information, typically contact information, associated with various entities. The various entities can include for example, individuals, organizations, business enterprises and government agencies. Contact information can include mailing address(s), telephone number(s) and email address(s) information. - Further, in some embodiments, the PAB application is configured to interoperate with an IMS (IP multi-media system) that provides “presence” information regarding the availability of an entity to immediately engage in a voice or data session with the
requester 102. In some embodiments, IMS system tracks whether a cell phone of another entity is ON, or if another entity has indicated that he/she is available to the IMS system. - A requester 102 can interact with the PAB application via a voice initiated or a data initiated session. As shown, the voice initiated operation of the PAB application employs an associated automated service module (ASM) 228 c that interacts with the
requester 102 via a telephone number addressable port. (Generally described inFIG. 2 ). The data initiated operation of the PAB application employs the operation of the SMS data services node 130 (FIG. 5 ) - In one use case scenario, the requester (user) 102 of the
device 100 initiates avoice call 158 to the PAB application and the PAB application responds to thevoice call 158 in a manner like that described for the VIDA application (SeeFIG. 3 ). An instance of the PABautomated service module 228 c executes and operates to provide an interactive voice session between the associatedrequester 102 and the PAB application. Theautomated service module 228 c includes an instance of anASM controlling module 330 a and aVXML interpreter 330 b (SeeFIG. 2 ). - As previously described, an instance of the
ASM 228 c (FIG. 2 ) executes and operates to provide an interactive voice session between the associatedrequester 102 and the PAB application and to obtain source information (ANI value) of thedevice 100. - The
ASM 228 c transmits a communication 316 c to the PAB application server to request delivery of a portion of programming script associated with the PAB voice application. The communication 316 c includes the source information associated with therequester 102, which is equal to the ANI associated with thedevice 100. Theapplication server 310d exchanges communications 322 c, 324 c with thepersonalization server 320 and thepersonalization server 320 supplies preference information to theapplication server 310 c, as described earlier (FIGS. 3 , 6). - The
PAB application server 310 c processes the preference information in order to supply the portion of programming script, preferably VXML/CCXML, requested by the communication 316 c and later responds by transmitting acommunication 318 c to the appropriate script (VXML/CCXML) interpreter within thePAB ASM 228 c. The appropriate script includes content that is determined from the preferences of therequester 102. In some embodiments, the programming script is generated during run time. In other embodiments, the programming script is integrated from pre-existing portions of programming script. - The
PAB ADM 228 c exchanges communications with the PAB service node (data server) 132 c to access PAB related information (data) to process a particular request of theuser 102. Optionally, theuser 102 can request to establish a data session with the PAB application, which is established as described below. - In one type of embodiment, the
PAB application server 310 c extracts the preference information associated with individual preferences that are processed by the PAB application. In one exemplary type of embodiment, thePAB application server 310 c extracts a preferred language, a custom prompt, a delivery option, a message format, an update method, a validation interval and a calendar alert preference. The preferred language, custom prompt, delivery option, message format and update method preferences influence the behavior the services provided by the PAB application in a manner like that previously described for the VIDA application (FIG. 3 ). - The behavior of PAB application is also influenced by a validation interval preference and calendar alert preference. The validation interval preference indicates a time interval for validating telephone numbers stored within the PAB application via automated directory lookup. A batch program is periodically executed to directly assistance verify that telephone numbers stored within the PAB are still valid.
- The calendar alert preference indicates a selected method for delivery of reminder communications to the requester (user) 102. A reminder communication can be delivered to the
user 102 via a voice communication or a data communication. The reminder voice communication is delivered to theuser 102 as avoice call 159 that transmits reminder information via synthesized speech. The reminder data communication is delivered as a text message via thecommunications 176, 574 (SeeFIG. 3 ) to the requester (user) 102 through the (SMS)data services node 130. - A reminder communication functions to remind the user of an appointment or functions as a wake up or an interruption call. An interruption call schedules a call from the PAB application at a time during an event where the requester (user) 102 may want to be interrupted for the purpose of making a decision based upon immediate circumstances. An extreme example is where the user is on a “blind date”, an interruption call can be used as an opportunity for the
user 102 to decide whether to continue to attend the date or to excuse him or her self from the blind date or other interrupted activity. - After processing the preferences of the
requester 102, thePAB application server 310 c responds to the communication 316 c by transmitting acommunication 318 c to theautomated service module 228 c that includes programming script having content that is determined from the preferences of therequester 102. Preferably, the programming script content includes VXML/CCXML that is interpreted by a VXML and/or a CCXML interpreter of theADM 228 c. - The programming script content includes flow of control directives and voice and/or text messages, such as included within VXML/CCXML that is interpreted by a VXML and/or a CCXML interpreter of the
ADM 228 c. The programming script content is determined from the aforementioned preferences associated with SMS protocol (DIDA) application. - For example, in one type of embodiment, the
application server 310 c supplies programming script content that includes a directive that transmits a voice message stating to therequester 102, “Please identify a person for which you seek contact information”. ThePAB ASM 228 c communicates the aforementioned voice message to therequester 102. - In this use case scenario, the
requester 102 responds by transmitting a voice communication that includes the vocalization “John Smith”. ThePAB ASM 228 c receives and translates the vocalization via the automated speech recognition (ASM) module 332 (SeeFIG. 2 ) into text. (and transmits a communication 316 c including the text to thePAB application server 310 c) - The programming script content also includes directives that transmit a voice message stating to the
requester 102, “Please identify the type of contact information that you seek”. Therequester 102 responds by transmitting a voice communication that includes the vocalization “all”. - In one embodiment, the programming script directs an exchange of
communications 312 c to PAB data server (service node) 132 c to access all contact information associated with “John Smith”. The PAB data server receives a communication including a text representation of an entity for which information is sought by therequester 102. - In one embodiment, the programming script includes directive(s) to exchange communication(s) with the
PAB data server 132 c in order to retrieve all contact information associated with “John Smith” and to deliver the retrieved contact information to theuser 102 by transmitting a voice communication stating (vocalizing) to the requester 102 the retrieved contact information. For example, voice communication states (vocalizes), “John Smith” “address is 14 Holland Street, Orlando, Fla.” and “home telephone number is . . . ” and “work telephone number is . . . . ” and “email address is . . . ”. - Other types of sessions between the
user 102 and the PAB application, using the same principals as described above, are used to initially store, revise or delete contact information that is associated with various entities within the PAB application. Also, other sessions enable the user to gather “presence” (access status) information associated with entities of the PAB application. - In another use case scenario, a
requester 102 can interact with the PAB application via a data initiated session. Theuser 102 of thedevice 100 transmits anSMS communication 572 to theSMS services node 130, via acommunication channel 188. As previously described, an instance of the controller module 528 (FIG. 5 ) executes and operates to provide an interactive SMS protocol session between the associated requester (user) 102 and the SMS protocol (PAB) application and to obtain source information (SMS protocol source address of thedevice 100. - Transmission of a
communication 326 c from theSMS services node 130 to the PAB application server 130 c requests delivery of a portion of programming script associated with the SMS (PAB) application. In some embodiments, the programming script is JAVA or C# programming script. In some embodiments, theapplication server 130 provides programming script for the SMS (PAB) application on an IP addressable port different from the port that supplies VXML/CCXML for the voice PAB application. - The
communication 326 c includes the source information associated with therequester 102, which is equal to the SMS protocol source address associated with thedevice 100. Theapplication server 310c exchanges communications 322 c, 324 c with thepersonalization server 320 and thepersonalization server 320 supplies preference information to theapplication server 310 c, as previously described (SeeFIG. 5 ). - The SMS
PAB application server 310 c processes the preference information in order to supply the portion of programming script requested by thecommunication 326 c and later responds by transmitting acommunication 328 c to theSMS services node 130 that includes programming script having content that is determined from (reflecting) the preferences of therequester 102. - The
SMS services node 130exchanges communications 312 c with the PAB service node (data server) 132 c to access contact or other information associated with an entity as described above. Preferably,PAB data server 132 c provides the same communication interface to both theASM 228 c via communications 314 c and to theSMS services node 130. - In some embodiments, while interacting with the SMS PAB application, the
requester 102 can request to establish an automated voice session with the PAB application via thePAB ASM 228 c or directly with a live operator. An automated voice session is established using a procedure like that to establish operator assistance (SEEFIG. 3 ). A voice call is initiated to the PAB application port controlled by thePAB ASM 228 c and a voice call is initiated therequester 102. The voice calls are then joined together. Therequester 102 interacts with the PAB application in an automated and voice initiated manner as if the requester initiated a call to the voice initiated directory assistance (VIDA) application service. -
FIG. 7 is a block diagram illustrating the voice and data initiated operation of a map and driving directions (MDD) application that provides driving direction information to a requester (user) 102 of thesystem 90. The MDD application enables auser 102 to access driving directions based upon an origin address and a destination address. Optionally, the MDD application can automatically determine the location of therequester 102 by determining the location of thecommunications device 100. - A requester 102 can interact with the MDD application via a voice initiated or a data initiated session. In the exemplary embodiment, the voice initiated operation of the MDD application employs an associated automated service module (ASM) 228 d (Generally described in
FIG. 2 ) and the data initiated operation of the MDD application employs the operation of the SMSdata services node 130. - In one use case scenario, the
user 102 of thedevice 100 initiates avoice call 158 to the MDD application and the MDD application responds to thevoice call 158 in a manner like that described for the VIDA application (FIG. 3 ) and the PAB application (FIG. 6 ). An instance of the MDDautomated service module 228 d executes and operates to provide an interactive voice session between the associated requester (user) 102 and the MDD application. Theautomated service module 228 d includes an instance of anASM controlling module 330 a and aVXML interpreter 330 b (SeeFIG. 2 ). - As previously described, an instance of the
ASM 228 d (FIG. 2 ) executes and operates to provide an interactive voice session between the associatedrequester 102 and the PAB application and to obtain source information (ANI value) of thedevice 100. - The
ASM 228 d transmits acommunication 316 d to the MDD application server to request delivery of a portion of programming script associated with the MDD voice application. Thecommunication 316 b includes the source information associated with therequester 102, which is equal to the ANI associated with thedevice 100. Theapplication server 310d exchanges communications personalization server 320 and thepersonalization server 320 supplies preference information to theapplication server 310 d, as described earlier (FIGS. 3 , 6). - The
MDD application server 310 d processes the preference information in order to supply the portion of programming script, preferably VXML/CCXML, requested by thecommunication 316 d and later responds by transmitting acommunication 318 d to the appropriate script (VXML/CCXML) interpreter within theMDD ASM 228 d. The appropriate script includes content that is determined from the preferences of therequester 102. - The
MDD ADM 228 d exchanges communications with the MDD service node (data server) 132 d to access a repository of MDD related information (data) (not shown) to process a particular request of theuser 102. Optionally, theuser 102 can request to establish a data session with the PAB application, which is established as described below. - In one type of embodiment, the
MDD application server 310 d extracts the preference information associated with individual preferences that are processed by the MDD application. In one exemplary type of embodiment, theMDD application server 310 d extracts a preferred last origin address, last destination address, route, location based service, an automation level, delivery option, and a message format preference. The preferred delivery option and message format preferences influence the behavior the services provided by the MDD application in a manner like that previously described for the VIDA application (FIG. 3 ). - The last origin address preference indicates the default origin address for a determination of a set of driving directions. Likewise, the destination address preference indicates the default destination address for a determination of a set of driving directions. The route preference indicates whether shortest route with respect to distance or the quickest time route with respect to estimated time is determined for a set of driving directions. The location based service preference indicates whether the MDD application determines the user location automatically based on the location of the
device 100 or is specified by theuser 102. - The automation level preference can be set to none, partial or full. When set to none, a live operator interacts with the
user 102. When set to partial, theuser 102 specifies a telephone number associated with the destination address and the MDD application maps the telephone number into a destination address and further automatically determines the user location based on the location of thedevice 100, or else the user location is specified by theuser 102. When set to full, theuser 102 specifies an origin address and a destination address as input into the MDD application for it to determine a set of driving directions. - After processing the preferences of the
requester 102, theMDD application server 310 d responds to thecommunication 316 d by transmitting acommunication 318 d to theautomated service module 228 d that includes programming script having content that is determined from the preferences of therequester 102. Preferably, the programming script content includes VXML/CCXML that is interpreted by a VXML and/or a CCXML interpreter of theADM 228 d. - The programming script content includes flow of control directives and voice and/or text messages, such as included within VXML/CCXML that is interpreted by a VXML and/or a CCXML interpreter of the
ADM 228 d. The programming script content is determined from the aforementioned preferences associated with MDD application. - For example, in one type of embodiment, the
application server 310 d supplies programming script content that includes a directive that transmits a voice message stating to therequester 102, “Please enter an origin address”. TheMDD ASM 228 d communicates and aforementioned voice message to therequester 102. - In this use case scenario, the
requester 102 responds by transmitting a voice communication that includes the vocalization “123 Smith Street, Atlanta, Ga.”. TheMDD ASM 228 d receives and translates the vocalization into text and transmits a communication 316 c including the text to theMDD application server 310 d. - Upon receiving all required information, the
application server 310 d responds by supplying programming script content that includes directives that transmit a voice message stating to therequester 102 vocalizing driving directions”. - Other sessions between the
user 102 and the MDD application, using the same principals as described above, are used to supply various portions of information required to determine driving directions consistent with user preferences. - In another use case scenario, a
requester 102 can interact with the MDD application via a data initiated session. Theuser 102 of thedevice 100 transmits anSMS communication 572 to theSMS services node 130, via acommunication channel 188. As previously described, an instance of the controller module 528 (FIG. 5 ) executes and operates to provide an interactive SMS protocol session between the associatedrequester 102 and the SMS protocol (PAB) application and to obtain source information (SMS protocol source address of the device 100). - The data initiated session of the MDD application functions to interact with a requester 102 in a manner like that described for a data initiated session of the PAB application described in association with
FIG. 6 . Note that figure reference numbers for the MDD application (FIG. 7 ), including a suffix “d”, represent like or analogous objects/actions within the PAB application (FIG. 6 ), including a suffix “c”. -
FIG. 8 is a block diagram illustrating a voice mail (VM) application that provides voice mail related services to auser 102 of thesystem 90. The VM application enables auser 102 to control a voice mailbox, to receive voice mail (calls) and to return call and/or forward voice mail from callers to the voice mailbox. Further the VM enables the requester (user) 102 to transmit personalized greetings, sound effects and audio skins (recordings) to callers accessing the WM application. - In the exemplary embodiment, a
requester 102 interacts with the VM application via a voice initiated session. As shown, the voice initiated operation of the VM application employs an associated automated service module (ASM) 228 e (Generally described inFIG. 2 ). - In one use case scenario, the
user 102 of thedevice 100 initiates avoice call 158 to the VM application and the VM application responds to thevoice call 158 in a manner like that described for the VIDA (FIG. 3 ), PAB (FIG. 6 ) and the MDD (FIG. 7 ) applications. An instance of the VMautomated service module 228 e executes and operates to provide an interactive voice session between the associated requester user) 102 and the VM application. Theautomated service module 228 e includes an instance of anASM controlling module 330 a and aVXML interpreter 330 b (SeeFIG. 2 ). - As previously described, an instance of the
ASM 228 e (FIG. 2 ) executes and operates to provide an interactive voice session between the associatedrequester 102 and the VM application and to obtain source information (ANI value) of thedevice 100. - The
ASM 228 d transmits acommunication 316 e to the VM application server to request delivery of a portion of programming script associated with the VM voice application. Thecommunication 316 e includes the source information associated with therequester 102, which is equal to the ANI associated with thedevice 100. Theapplication server 310 d exchanges communications 322 e, 324 e with thepersonalization server 320 and thepersonalization server 320 supplies preference information to theapplication server 310 e, as described earlier (FIGS. 3 , 6, 7). - The
VM application server 310 e processes the preference information in order to supply the portion of programming script (VXML/CCXML) requested by thecommunication 316 e and later responds by transmitting acommunication 318 e to the appropriate script (VXML/CCXML) interpreter within theVM ASM 228 e. The appropriate script includes content that is determined from the preferences of therequester 102. - The VM ASM exchanges communications with the VM service node (data server) 132 e to access VM related information associated with a particular request of the
user 102. In some embodiments, theuser 102 can request to establish a data session with the VM application. - In one type of embodiment, the
VM application server 310 e extracts the preference information associated with individual preferences that are processed by the VM application. In one exemplary type of embodiment, theVM application server 310 e extracts a preferred mailbox control option, forwarding option, call return option, caller-dependent personalized greeting(s), international greeting, sound effects and audio skins. - The mailbox control option preference indicates an order (flow sequence) of mailbox menus and an identity of custom key presses or speech commands (if automatic speech recognition enabled) to perform voice mail operations such as listen, rewind, fast-forward, save and delete.
- The forwarding option preference indicates whether voice mails are automatically forwarded as email, each having an attached audio recording (.WAV file) of a received voice mail, directed to an email queue of the
user 102 and/or of a personal assistant of theuser 102. The forwarding option also indicates whether pre-determined replies are automatically transmitted to callers via a voice or SMS data communication, according to calling line identification (CLI) rules. - The preferred call return option preference indicates an identity of, and whether, a single key press by the
user 102, automatically transmits a return call to a voice mail caller while theuser 102 is listening to voice mail messages. Further, the preferred call return option enables theuser 102 to indicate what pre-determined messages can be transmitted as a return call to a voice mail caller, automatically based upon a personal address book (PAB) information or on demand via on a single key press. For example, theuser 102 can transmit pre-determined messages such as “Got your message” and “I will call you later” to voice mail callers. - The caller dependent personalized greetings preference indicates an association of pre-determined audio greetings with calling line identification (CLI) values. For example, a first greeting can be assigned and played for a friend having a first CLI value and a second and different greeting can be assigned and played for a friend having a second CLI value.
- The international greeting preference indicates an association of a pre-determined audio greeting with an international calling line identification (CLI) value. For example, an international greeting can be assigned for calls that are originated outside of the United States that are received by a mailbox answering to a telephone number located within the United States.
- The personal sound effects preference indicates whether and what sound effects are pre-pended or appended to voice messages that the
user 102 leaves for others. Theuser 102 can select from various sound effects of various categories including common, comic and frightening sound effects. - The personal audio skins preference indicates a selection of a system default voice among various audio recordings. The various audio recordings include those classified as special effects, music, humor, movies, celebrities and language.
- After processing the preferences of the
requester 102, theVM application server 310 e responds to thecommunication 316 e by transmitting acommunication 318 e to theautomated service module 228 e that includes programming script content that is determined from the preferences of therequester 102. Preferably, the programming script content includes VXML/CCXML that is interpreted by a VXML and/or a CCXML interpreter of theADM 228 c. - The programming script content includes flow of control directives and voice and/or text messages, such as included within VXML/CCXML that is interpreted by a VXML and/or a CCXML interpreter of the
ADM 228 e and that is determined from the aforementioned preferences associated with VM application. - In a preferred embodiment, the
application server 310 e supplies programming script that directs theVM ASM 228 e to transmit, receive and process voice messages and audio signals within an interactive voice session for operating the above described VM application. Various types of sessions between theuser 102 and the VM application, using the same principals as described above, can be used to exchange information required to provide voice mail related services. - The aforementioned description of the VM application provides examples of how personal preferences can influence the behavior of an application service provided by the
system 90. The programming script supplied by theVM application server 310 e and processed within theVM ASM 228 e, reflects the personal preferences of therequester 102. - While the present invention has been particularly shown and described with reference to the preferred mode as illustrated in the drawing, it will be understood by one skilled in the art that various changes in detail may be effected therein without departing from the spirit and scope of the invention as defined by the claims.
Claims (10)
1. A system for personalizing the provision of an interactive service, said system comprising:
a plurality of first types of communications channels;
a requester identifying apparatus that is configured to obtain source information associated with a request for a service that is associated with a user and that is communicated via at least one of the first types of communications channels;
a plurality of second types of communications channels;
one or more applications that are configured to direct an interactive session between said system providing said service and a requester via at least one of the second types of communications channels, said interactive session having a path of control that is directed, at least in part, by digital logic residing within said one or more applications;
providing a personalization module that is configured to access personalizing information associated with said source information and that is configured to provide said personalizing information as an input to a determination of at least a portion of said digital logic residing within said one or more applications;
wherein a call control extensible markup language (CCXML) script is used to control an interactive session between said one or more applications and said requester;
where a first type of communication channel is a voice type of communication channel and a second type of communication channel is a data type of communication channel;
where said source information associated with a request for service includes an automatic number identification (ANI) value.
2. The system of claim 1 , where a search request is communicated to said personalization module and where said personalization module responds to said search request by transmitting said personalization information associated with said source information, and where said search request includes said source information and/or said user identity.
3. The system of claim 1 , where said at least one said application provides a voice initiated directory assistance service to a user.
4. The system of claim 1 , where said personalization information identifies preferences including at least one of a language, a custom prompt, an automation level, delivery options, a redirect option, a message format, an update method and an enhanced content preference.
5. The system of claim 1 , where said determination is a resulting CCXML script conditioned upon said one or more preference.
6. A system for personalizing the provision of an interactive service, said system comprising:
a plurality of first types of communications channels;
a requester identifying apparatus that is configured to obtain source information associated with a request for a service that is associated with a user and that is communicated via at least one of the first types of communications channels;
a plurality of second types of communications channels;
one or more applications that are configured to direct an interactive session between said system providing said service and a requester via at least one of the second types of communications channels, said interactive session having a path of control that is directed, at least in part, by digital logic residing within said one or more applications;
providing a personalization module that is configured to access personalizing information associated with said source information and that is configured to provide said personalizing information as an input to a determination of at least a portion of said digital logic residing within said one or more applications;
wherein a call control extensible markup language (CCXML) script is used to control an interactive session between said one or more applications and said requester;
where a first type of communication channel is a voice type of communication channel and a second type of communication channel is a data type of communication channel;
where said source information associated with a request for service includes a short message service (SMS) source address value.
7. The system of claim 6 , where a search request is communicated to said personalization module and where said personalization module responds to said search request by transmitting said personalization information associated with said source information, and where said search request includes said source information and/or said user identity.
8. The system of claim 6 , where said at least one said application provides a voice initiated directory assistance service to a user.
9. The system of claim 6 , where said personalization information identifies preferences including at least one of a language, a custom prompt, an automation level, delivery options, a redirect option, a message format, an update method and an enhanced content preference.
10. The system of claim 6 , where said determination is a resulting CCXML script conditioned upon said one or more preference.
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Also Published As
Publication number | Publication date |
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US20140016760A1 (en) | 2014-01-16 |
US20070036294A1 (en) | 2007-02-15 |
US7885390B2 (en) | 2011-02-08 |
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