公开(公告)号：GB2325062B

公开(公告)日：2002-06-26

申请号：GB9709184

申请日：1997-05-06

Applicant: IBM

Inventor： BUTLER NICHOLAS DAVID ,  COXHEAD PHILIP RANDALL ,  JACKSON RACHEL EDWINA ,  NAGCHOWDHURY SANJAY

IPC: G06F9/44 ,  H04M3/493 ,  H04M3/51 ,  G06F17/30

Abstract: An interactive voice response (IVR) system comprises many different application objects which combine to deliver a voice application. These objects typically include IVR programs or scripts, prompts or voice segments and server scripts or programs for communicating with external systems or databases. Large voice applications can contain hundreds of application objects and potentially thousands of voice segments. The grouping of the application objects becomes more important in the later stages of the process. There is described a method of grouping data objects having different data categories, such as IVR programs or scripts, prompts or voice segments, in an application processing system. The method comprises associating a collection of such data objects with a group (a group such as the data objects within a voice application) and arranging the data objects into a sub-groups within the group where each sub-group corresponds to category of the data object (scripts, prompts, voice segments etc) and creating a graphical representation of the sub-groups using a graphical user interface.

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.

公开(公告)号：GB2325062A

公开(公告)日：1998-11-11

申请号：GB9709184

申请日：1997-05-06

Applicant: IBM

Inventor： BUTLER NICHOLAS DAVID ,  COXHEAD PHILIP RANDALL ,  JACKSON RACHEL EDWINA ,  NAGCHOWDHURY SANJAY

IPC: G06F9/44 ,  H04M3/493 ,  H04M3/51 ,  G06F17/30

Abstract: An interactive voice response (IVR) system 10 comprises many different application objects which combine to deliver a voice application. These objects typically include IVR programs or scripts, prompts 20 or voice segments 22 and server scripts or programs 18 for communicating with external systems or databases. The grouping of the application objects becomes more important in the later stages of a development process. There is described a method of grouping data objects having different data categories, such as programs, scripts, prompts or voice segments, in an application processing system. The method comprises associating a collection of such data objects with a group; arranging them into sub-groups within the group, where each sub-group corresponds to category of the data object (scripts, prompts, etc); and creating a graphical representation of the sub-groups using a graphical user interface.