Invention Grant
US08379804B2 Using a complex events processor (CEP) to direct the handling of individual call sessions by an interactive voice response (IVR) system
有权
使用复杂事件处理器(CEP)通过交互式语音响应(IVR)系统来指导对各个呼叫会话的处理
- Patent Title: Using a complex events processor (CEP) to direct the handling of individual call sessions by an interactive voice response (IVR) system
- Patent Title (中): 使用复杂事件处理器(CEP)通过交互式语音响应(IVR)系统来指导对各个呼叫会话的处理
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Application No.: US12349940Application Date: 2009-01-07
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Publication No.: US08379804B2Publication Date: 2013-02-19
- Inventor: Edward M. Lynch , David D. Martin , Jared M. Michalec , Victor S. Moore , Wendi L. Nusbickel
- Applicant: Edward M. Lynch , David D. Martin , Jared M. Michalec , Victor S. Moore , Wendi L. Nusbickel
- Applicant Address: US NY Armonk
- Assignee: International Business Machines Corporation
- Current Assignee: International Business Machines Corporation
- Current Assignee Address: US NY Armonk
- Agency: Patents on Demand P.A.
- Agent Brian K. Buchheit; Scott M. Garrett
- Main IPC: H04M1/64
- IPC: H04M1/64 ; G06F12/08 ; G10L15/00

Abstract:
Event data messages can be provided by an interactive voice response (IVR) system to a complex events processor (CEP). The event data messages can include a Stream_ID and a series of textual elements. The Stream_ID can uniquely identify a call session between a caller and the IVR system. The series of textual elements can represent speech input provided by the caller. The CEP can create a text string from the series of textual elements of event data messages having the same Stream_ID. The text string can inherit the Stream_ID of the event data messages. The CEP can utilize user-defined business rules to process the text string. When the CEP issues an action message, the Stream_ID of the text string can be appended to the action message sent to the IVR system. The IVR system can modify the call session associated with the Stream_ID of the action message accordingly.
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