Patent ID: 8090086

Claim:
A method comprising: decoding a message based on an incoming call to determine whether a live agent is required; identifying a destination interactive voice response (IVR) application when a live agent is not required; determining whether the destination IVR application is VoiceXML capable and sending the incoming call to the destination IVR application when the destination IVR application is VoiceXML capable; determining whether the destination IVR application is capable of supporting an external data interface when the destination IVR application is not VoiceXML capable and routing incoming call session data to the destination IVR application when the destination IVR application is capable of supporting the external data interface; and constructing an audio file including one or more dual tone multi-frequency (DTMF) commands based on the incoming call session data and sending the audio file to the destination IVR application when the destination IVR application is not VoiceXML capable and is not capable of supporting an external data interface.