Invention Grant
US08817954B2 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.: US13404215Application Date: 2012-02-24
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Publication No.: US08817954B2Publication Date: 2014-08-26
- 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 MA Burlington
- Assignee: Nuance Communications, Inc.
- Current Assignee: Nuance Communications, Inc.
- Current Assignee Address: US MA Burlington
- Agency: Hamilton, Brook, Smith & Reynolds, P.C.
- Main IPC: H04M3/42
- IPC: H04M3/42 ; H04M7/12 ; H04L12/58

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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