Patent Document

CROSS REFERENCE TO RELATED APPLICATIONS 
     This application is a continuation of co-pending U.S. Ser. No. 10/917,550, filed Aug. 12, 2004, which is a continuation of U.S. Ser. No. 09/239,329, filed Jan. 28, 1999, now U.S. Pat. No. 6,804,333, issued Oct. 12, 2004. 
    
    
     FIELD OF THE INVENTION 
     The present invention generally relates to telephone-based information access systems, and more particularly to a distributed architecture for telephone users to access information and service from their Internet service providers. 
     BACKGROUND OF THE INVENTION 
     Many businesses use interactive voice response (IVR) systems to automatically respond to customer inquiries. For example, a customer can make a phone call to the IVR system of a business and establish a connection via a public switched telephone network or a cellular phone network. Once the connection is made, the customer can interact with the IVR system to access desired information such as account balance or to conduct transactions such as transfer between accounts. The caller typically responds to the voice menus of the IVR system by pressing the keypad on his telephone set. Very often such phone calls are made using the toll-free number associated with the business and the cost of the call is paid by the business. 
     There exist other IVR systems which allow the employees of a corporation to access their e-mail by making a phone call to the corporation&#39;s IVR system which interfaces with the e-mail server. For example, PhoneSoft Inc. has a IVR product that interfaces with Lotus e-mail servers. The corporation has to pay the cost of the calls which may be long distance when their employees travel. 
     U.S. Pat. No. 5,537,461, “Information Services Platform”, has recognized that the cost of such phone calls can be greatly reduced by connecting such a call to an information services platform associated with the point the call enters the telephone network so that an inquiry entered by the calling party may be received by a front end of the platform which then passes the inquiry to a back end of the platform for presentation to a called source of information. (This patent is herein incorporated by reference in its entirety.) The advantage is that the voice connection to a conventional IVR system via a telephone network is replaced by an inexpensive data network. But the front end of the information services platform in this patent is not generic. This means that some service specific programs or scripts have to be pre-installed at the front end. 
     “Phone Browser” from Bell Labs is another system which has the concept of a separate front end and back end. The phone browser together with the front end acts as a Web browser but with no visual information presented to the caller. However, Web servers are the only information source that the caller can access by the phone browser system. 
       FIG. 1  shows a system diagram of a typical prior art phone browser system  100 . The system allows a telephone user to access the Web pages (not shown) residing at Web servers  170  on the Internet. The system works as follows. A caller picks up a phone  105  and dials the phone number corresponding to the URL (Universal Resource Locator) of the Web page that he/she wants to reach. The phone call will be routed by the PSTN public switch telephone network)  10  to a IVR platform  120  which on one hand interfaces with the PSTN  110  and on the other hand interfaces with the Internet  150 , to which a phone browser  160  and a Web server  170  are connected. The phone call will be picked up at the IVR platform  120  by the call handling routine  122  which will find the destined URL by looking up the phone number/URL table  124  based on the phone number the caller dialed. The call handling routine  122  then proceeds to establish a session with a phone browser  160  and initializes the phone browser  160  with the selected URL by a proprietary protocol, called V protocol. The phone browser  160  then interacts with the Web server  170  hosting the destined URL by the Hyper-Text Transport Protocol (HTTP). 
     The IVR platform  120  interfaces with the PSTN via a telephony interface  128  which includes DTMF (Dual-Tone Multi-Frequency) detection, call answering/disconnecting, digital-to-analog and analog-to-digital converters, etc. The IVR platform  120  includes audio functions  126  such as text-to-speech converters, audio players, audio recorders, etc. The information (e.g. text and audio) obtained from the Web server  170  is first processed by the phone browser  160  (e.g., appending a voice menu at the end of the pace.) The processed information is then sent to the call handling routine  122  via V protocol The received information at the call handling routine  122  is presented to the caller after the necessary conversion is done at the IVR platform  120 . The caller now listens to the transformed Web page in speech and chooses the next URL by pressing the corresponding touch-tone button on the phone  105  according to the voice menu presented to the caller by the call handing routine  122 . The call handling routine  122  converts the received DTMF tone into a digital format (e.g., ASCII text) and sends it to the phone browser for specifying the next Web page. The process repeats till the caller hangs up the phone. If the caller should want to access another service (Web site) hosting by another Web server  170 , the caller has to disconnect the call and dial the phone number corresponding to the URL that he/she wants to reach. The aforementioned phone browser system is a service-oriented distributed IVR system, i.e. one service per phone number. 
     PROBLEMS WITH THE PRIOR ART 
     Most systems in the prior art have many restrictions and limitations. First, the conventional IVR systems are in general expensive, and the buyers have to maintain the systems in order to make sure that the capacity scales up as traffic increases. In addition, the cost of long distance phone calls will accumulate and may become a major expense for the owners of the IVR systems. 
     Second, the information service platform described in U.S. Pat. No. 5,537,461 is primarily a solution for telephone carriers. The providers of the information source need to work with their carrier to pre-install service-specific programs or scripts at the front ends. Furthermore, every time the service is changed, the information service provider has to rely on its carrier to upgrade the frond end program. This requirement limits the usage of the information services platform. 
     Third, the phone browser approach is limited to Web content. There exist many other types of information sources such as non-Internet based e-mail and database servers which cannot be accessed by a phone browser. 
     Fourth, all the aforementioned IVR architectures are service-oriented, which means that each phone number is associated with a particular service offered by a service provider. Separate phone calls have to be made if the caller wants to access multiple services provided by different service providers. 
     OBJECTS OF THE INVENTION 
     An object of this invention is an improved system and method that allows users to use telephones (without computers and modems) to call their ISPs (Internet service providers) and access the information and service they need from one or more digital networks. 
     An object of this invention is an improved system and method that frees the customers of an ISP from the burden of high IVR cost and scalability by letting the ISP operate the telephony/speech functions at the point-of-presence (POP), i.e. the place users call in. 
     An object of this invention is to provide a system and method for a caller to access multiple application servers (i.e., multiple services) by just one phone call. 
     SUMMARY OF THE INVENTION 
     The present invention is a computer system and method that manages connections between one or more data network interfaces and one or more phone interfaces. A manager process, running on a computer system having both data and phone network interfaces, receives one or more telephone calls from one or more users over one of the phone interfaces and than accesses one or more profiles associated with each of the users. These profiles have one or more service identifiers and one or more interactive response agent (IRA) identifiers associated with the respective user. A menu of the service identifiers is presented to the user. The system then looks up an agent address of one of the IRAs that is associated with the service identifier selected by the user from the menu and establishes a session with the associated IRA. Having done this a two-way communication with the associated IRA occurs during the session. In this communication, the IRA is capable of passing information to the system from one or more application servers to which the IRA is connected over one or more data networks. 
    
    
     
       BRIEF DESCRIPTION OF THE FIGURES 
       The foregoing and other objects, aspects, and advantages will be better understood from the following non limiting detailed description of preferred embodiments of the invention with reference to the drawings that include the following: 
         FIG. 1  is a system diagram of a prior art phone browser system. 
         FIG. 2  is a system diagram of the present invention. 
         FIG. 3A  is a state transition diagram of a front end manager. 
         FIG. 3B  is a flowchart describing the front end manager in the active state. 
         FIG. 3C  is a flowchart describing the front end manager in the pass-through state. 
         FIG. 4A  is a state transition diagram for an IRA manager. 
         FIG. 4B  is a flowchart for describing the IRA manager in the active state. 
     
    
    
     DETAILED DESCRIPTION OF THE INVENTION 
     Because of the intensive competition in the market, every Internet service provider (ISP) is looking for opportunities to enhance its service offerings to stay competitive. This invention discloses a service architecture that allows an ISP to deploy enhanced information services for its customers without incurring high deployment cost. 
     In this invention, the functions of an IVR system are split into two parts, i.e., a front end and a back end. The front end is populated at the POPs of an ISP and the back end is located at anywhere in the Internet. Particularly, the invention lets an ISP provide the functions of telephony (e.g., call handling and touch-tone detection) and audio (e.g., playing audio files, voice recording, and text-to-speech conversion) at every POP, and puts the software components (which interact with users) in the Internet. 
     A software component, called an interactive response agent (IRA) located in the Internet interacts with users. An IRA has two roles: one is to interact with users who are using touch-tone phones, and the other is to interface with application servers such as e-mail servers, voicemail servers, Web servers, database servers etc. on users behalf. If the information retrieved by an IRA is in text format, it will be sent to the POP where the user called in, converted into synthesized speech by text-to-speech converters, and played back to users over telephone lines. If the retrieved information is an audio file, as in a phonemail system, the information will be sent to the POP, converted into a form for playing back over a phone line. 
     The present invention not only telephone-enables application servers, it also provides a two-fold advantage to an ISP&#39;s corporate customers. On one hand, the corporate customers of an ISP can easily enable their end users to access corporate information without buying expensive IVR units. On the other hand, corporations can have full control of IRAs which retrieve corporate information on behalf of end users. What a corporate customer needs is an IRA that interfaces with the ISP&#39;s POP. In general, different application servers are accessed by different protocols, e.g. HTTP for Web servers.) The application-dependent IRA can be provided by an ISP, purchased from third party vendors, or developed by corporate I/S staff. For popular information servers such as Lotus Notes e-mail servers, Microsoft Exchange servers, and Web servers, third party vendors can help to develop the corresponding IRA components. For corporate proprietary database applications, the corporate has to develop its own IRA which interfaces with ISP&#39;s POP. In order to make the components developed by various vendors interoperable, a set of API (application programming interface) between POPs and IRAs can be standardized. 
       FIG. 2  shows a system diagram for the present invention which takes a user-oriented approach to distributed IVR systems. In  FIG. 2 , like reference numerals represent the same component as in  FIG. 1 . 
       FIG. 2  shows a telephone  105  connected to a PSTN  110  which connects to a local point-of-presence (POP)  220  of an Internet service provider (ISP). The POP  220  includes a front end (FE) manager  222  which is a call handling routine, users profile  224 , connection functions  226 , audio functions  126 , and a telephony interface  128  for interfacing with the PSTN  110 . The behavior of the FE manager  222  is controlled by a state machine  300  shown in  FIG. 3A . 
     One major component in the present invention is the users profile  224  which contains, among other things, authentication passwords and billing information, a table describing the service items that the user has subscribed to and the networic addresses of the interactive response agents providing those services for each subscriber of the ISP. When a subscriber of the ISP called a local POP  220 , the phone call will be answered by a front end (FE) manager  222 . After the caller is authenticated the caller will be able to specify the desired service item, and the FE manager  222  will establish a session and communicate with the corresponding IRA through connection functions  226  over the Internet  150 . In the present invention, each subscriber is able to maintain his/her profile and add/delete a pair of a service item and the corresponding network address of the IRA handling that service. Moreover, when the caller is done with a service, the session between the FE manager  222  and the IRA manager  262  will be terminated and the caller will have an opportunity to select another service item in his/her profile. Hence the front end at a POP is not statically tied with a particular IRA during a phone call, i.e. a dynamically reconfigurable capability. The detailed algorithms of a FE manager and an IRA manager to achieve this capability are described in  FIGS. 3A-3C  and  4 A- 4 B. 
     The connection functions  226  are a set of API for the FE manager  222  to establish a session and have a two-way communication with IRA managers, e.g. IRA manager  262  and  272 . The connection functions  226  include API calls to send a session request, send DTMF a digit, send an audio file, receive a text message, receive an audio file, and terminate a session. 
     The FE manager  222  is further interfaced with the Internet  150  to which IRA  260 , IRA  270 , application server  280  and application server  290  are connected. The IRA  260  and  270  are agents working between the FE manager and back end application servers such as e-mail servers, financial database servers, Web servers, etc. An IRA gives the caller the feeling of interacting with an IVR system. An IRA can be specialized in interfacing with a specific type of servers. An IRA can also implement multiple server interfaces for communicating with different types of application servers. For example, application server  280  can be a Lotus Notes server; IRA  270  has the API to communicate with it. Application  290  can be a computer running Web server, POP3 email server and news server; IRA  270  has the set of APIs to communicate with multiple application servers. In a preferred embodiment, this IRA  270  has a security profile as described in U.S. patent application Ser. No. 09/239,322 to Liu entitled “Security Profile for Web Browser” which is filed on the same day as this disclosure and is herein incorporated by reference in its entirety. 
     In  FIG. 2 , IRA  260  contains an IRA manager  262 , connection functions  264 , and server interface  266  for interfacing with server  280 . The behavior of the IRA manager  262  is controlled by a state machine  400 , to be detailed in  FIG. 4A . The FE manager  222  interacts with the IRA manager  262  by a set of API as defined in connection functions  226  and  264  over the Internet  150 . The connection functions  264  are a set of API calls for the IRA manager  262  to establish a session and have a two-way communication with FE manager  222 . The connection functions  264  include API calls to accept a session request, receive a DTMF digit, receive an audio file, send a text message, send an audio file, and send end-of-service request. 
       FIG. 3A  is the state transition diagram  300  of the FE manager  222 . The FE manager  222  has 3 possible states, namely the idle state  310 , the active state  320 , and the pass-through state  350 . Initially the FE manager stays in the idle state  310 . When a new phone call is answered, the FE manager  222  moves to the active state  320  which is detailed by the flowchart in  FIG. 3B . The FE manager  222  stays in the active state until either the phone call is hung up, at which point the FE manager goes back to the idle state  310 , or until a session is established with an IRA, at which point the FE manager  222  moves to the pass-through state  350 , detailed in  FIG. 3C . The FE manager  222  stays in the pass-through state until either the phone call is hung up, at which point it goes to the idle state  310 , or until the session with the IRA is terminated, at which point it goes back to the active state  320 . A session between the FE manager  222  and the IRA manager  262  is established after the IRA manager  262  sends the FE manager  222  an acknowledgment in response to a request sent by the FE manager  222 . The session is terminated when the IRA manager  262  sends an end-of-service request to the FE manager  222 . 
       FIG. 3B  shows a flowchart describing the FE manager  222  in the active state  320 . The FE manager  222 , starting at step  322  and authenticate the caller in step  324 , where the caller is prompted to supply the user ID and personal identification number (PIN) by pressing touch-tone pads on the phone. The user ID and PIN is checked against the users profile  224  in step  326 . If authentication is successful, the FE manager  222  will in step  328  obtain a service menu from the user&#39;s profile stored in users profile  224 . If the authentication is not successful, the FE manager  222  will in step  329  obtain a service menu from the public profile stored in users profile  224 . The obtained service menu is then presented to the caller in step  330 . The FE manager  222  then obtains the service item chosen by the caller in step  332 , and finds the network address of the IRA corresponding to the caller&#39;s selection in step  334 . The FE manager  222  then tries to establish a session with the IRA in step  336  and checks the successfulness in step  338 : If the session is successfully established, the FE manager  222  transits to the pass-through state  350  and enters step  352  (see  FIG. 3C .) If the session is not successfully established, FE manager  222  will report to the caller in step  340  that the chosen IRA is not available, and go back to step  330 . It is possible that the FE manager  222  enters the active state  320  from the pass-through state  350  in step  342 . In such a case, the FE manager  222  will in step  344  inform the caller that he/she is back to the main service menu at the front end and go to step  330 . 
       FIG. 3C  shows a flowchart for the FE manager  222  in the pass-through state  350  where a session is already established with an IRA. The FE manager  222  starts at step  352  and checks if it receives an end-of-service (EOS) request from the IRA in step  354 . If EOS is received, the FE manager  222  will disconnect the session with the IRA and goes to step  342 , an entry point to the flowchart of the active state in  FIG. 3B . If no EOS is received, the FE manager  222  will check if the telephony interface  128  receives DTMF tones from the caller in step  356 . If any DTMF tone is received, the FE manager  222  will send the DTMF digit, converted from tones by the telephony interface  128 , to the IRA in step  358 . Then the FE manager  222  will check if any data (text or audio) is received from the IRA in step  360 . If there is data received from the IRA, the FE manager  222  will invoke the appropriate converters, such as text-to-speech converters and audio layers, and present the information to the caller through the telephony interface  128  in step  362 . If no data is received from the IRA in step  360 , the FE manager  222  will go back to step  354 . 
       FIG. 4A  is a state transition diagram  400  for an IRA manager  262 . An IRA manager  262  has 2 possible states, namely the idle state  410  and the active state  420 . Initially IRA manager  262  stays in the idle state  410  until it receives a request to establish a session from a FE manager, at which point it establishes a session with the requesting FE manager by sending back an acknowledgment and goes to the active state  420 , detailed in  FIG. 4   b . IRA manager  262  will stay in the active state  420  until the caller wants to end the session, at which point the IRA manager  262  will send end-of-service (EOS) request to the FE manager  222 , terminate the session, and go back to the idle state  410 . 
       FIG. 4B  shows a flowchart describing the IRA manager  262  in the active state  420 . The IRA manager  262  starts at step  422  and establishes a session with the requesting FE manager  222  using connection functions  264  in step  424 . Depending on whether the underlined service is public or personal, the IRA manager  262  may authenticate the user in step  426  by prompting the user to supply user&#39;s account number and password. For example, e-mail is a personal service. The IRA manager  262  then enters a loop where it interacts with an application server such as the application server  280  to obtain the data that the user needs in step  428  using the application server interface  266 . The IRA manager  262  then formats received application data, appends service menu for user&#39;s next selection, and sends data to the FE manager  222  in step  430 . The IRA manager  262  receives user&#39;s selection from the FE manager  222  in step  432  and checks if the user&#39;s selection correspond to ending the service in step  434 . If the user&#39;s selection is not to end the service, the IRA manager  262  goes back to step  428  to obtain application data. The IRA manager  262  exits the loop at step  434  when it finds that the user selects to end the session. In such a case, the IRA manager  262  sends an end-of-service (EOS) request to the FE manager  222  in step  436 , tears down the session at step  438 , and proceeds to the idle state at step  410 . 
     The present invention discloses a service architecture for ISPs to offer phone-enabled information services such as e-mail, stock quotes, weather information, travel information, personalized traffic information, personalized news services, financial services, sports information, professional services, ticket information, on-line shopping, etc. These many types of services can be provided by different IRAs supported by different vendors as long as users put the network addresses of the IRAs they have access to into their user profiles. Simply by a local phone call to his local SP, the dynamically reconfigurable capability of the distributed IVR systems disclosed by this invention will allow a caller to visit multiple service providers&#39; IRAs in the same phone call Callers do not have to memorize multiple phone numbers, one for each service provider.

Technology Category: 5