公开(公告)号：GB2342528A

公开(公告)日：2000-04-12

申请号：GB9821595

申请日：1998-10-05

Applicant: IBM

Inventor： COXHEAD PHILIP RANDALL ,  JONES NIGEL LEWIS ,  NAGCHOWDHURY SANJAY ,  MARTIN DAVID G

IPC: H04M3/22 ,  H04M3/493

Abstract: This invention relates to performance monitoring of an interactive voice response system and in particular to calculating metrics for the real time responsiveness of interactive voice response systems. A method and system of evaluating system performance on an interactive voice response system including a voice device driver is disclosed. The method comprises the steps of: requesting a sequence of voice blocks be sent to a system buffer, said sequence being one of a plurality of sequences making up a voice segment for playing on the IVR system; acquiring the number of voice blocks in the sequence sent to the system buffer; calculating the play time of the sequence; calculating the next underrun time when the sequence would finished playing if it started playing from the time prior to requesting the device driver to initiate play; requesting the device driver to initiate play of the sequence; and calculating the margin between the next underrun time and the current time after a further sequence of voice data blocks is sent to the buffer in response to a device driver request for said further sequence of voice data blocks.