U.S. patent application number 12/905939 was filed with the patent office on 2011-10-27 for system for managing voice files of a voice prompt server.
This patent application is currently assigned to Apptera, Inc.. Invention is credited to Arumugam Appadurai, Margaret Ann Boothroyd, Leo K. Chiu, John Robert LeBarge, Cory Andrew Luellen, Sandy Chai-Jen Wang, Mang Kang Yong.
Application Number | 20110261935 12/905939 |
Document ID | / |
Family ID | 34743014 |
Filed Date | 2011-10-27 |
United States Patent
Application |
20110261935 |
Kind Code |
A1 |
Wang; Sandy Chai-Jen ; et
al. |
October 27, 2011 |
System for Managing Voice Files of a Voice Prompt Server
Abstract
A software interface is provided for managing audio resources
used in one or more voice applications. The software interface
includes a first portion thereof for mapping the audio resources
from storage to use-case positions in the one or more voice
applications, a portion thereof for accessing the audio resources
according to the mapping information and for performing
modifications there of, a portion thereof for creating new audio
resources; and a portion thereof for replication of modifications
across distributed facilities. I a preferred application a
developer can modify or replace existing audio resources and
replicate links to the application code of the applications that
use them.
Inventors: |
Wang; Sandy Chai-Jen;
(Hayward, CA) ; Appadurai; Arumugam; (Sunnyvale,
CA) ; LeBarge; John Robert; (Palo Alto, CA) ;
Boothroyd; Margaret Ann; (San Francisco, CA) ;
Luellen; Cory Andrew; (Mountain View, CA) ; Yong;
Mang Kang; (Menlo Park, CA) ; Chiu; Leo K.;
(Daly City, CA) |
Assignee: |
Apptera, Inc.
Sunnyvale
CA
|
Family ID: |
34743014 |
Appl. No.: |
12/905939 |
Filed: |
October 15, 2010 |
Related U.S. Patent Documents
|
|
|
|
|
|
Application
Number |
Filing Date |
Patent Number |
|
|
10835444 |
Apr 28, 2004 |
7817784 |
|
|
12905939 |
|
|
|
|
60532271 |
Dec 23, 2003 |
|
|
|
Current U.S.
Class: |
379/88.22 |
Current CPC
Class: |
H04M 3/493 20130101;
H04M 2203/355 20130101; H04M 2203/301 20130101 |
Class at
Publication: |
379/88.22 |
International
Class: |
H04M 1/64 20060101
H04M001/64 |
Claims
1. A software interface for managing audio resources used in one or
more voice applications including: a portion for mapping the audio
resources from storage to use-case positions in the one or more
voice applications; a portion for accessing the audio resources
according to the mapping information and for performing
modifications there of; a portion for creating new audio resources;
and a portion for replication of modifications across distributed
facilities.
Description
CROSS-REFERENCE TO RELATED DOCUMENTS
[0001] The present application is a Continuation of co-pending U.S.
patent application Ser. No. 10/835,444, filed on Apr. 28, 2004, the
disclosure of which is incorporated by reference herein. That
application claims priority to U.S. Provisional Application Ser.
No. 60/532,271, filed on Dec. 23, 2003, the disclosure of which is
incorporated by reference herein.
FIELD OF THE INVENTION
[0002] The present invention is in the area of voice application
software systems and pertains particularly to systems for
developing and managing voice files linked for service to a voice
application deployment system.
BACKGROUND OF THE INVENTION
[0003] A speech application is one of the most challenging
applications to develop, deploy and maintain in a communications
environment. Expertise required for developing and deploying a
viable VXML application, for example, includes expertise in
computer telephony integration (CTI) hardware and software or a
data network telephony (DNT) equivalent, voice recognition
software, text-to-speech software, and speech application
logic.
[0004] With the relatively recent advent of voice extensive markup
language (VXML) the expertise require to develop a speech solution
has been reduced somewhat. VXML is a language that enables a
software developer to focus on the application logic of the voice
application without being required to configuring underlying
telephony components. Typically, the developed voice application is
run on a VXML interpreter that resides on and executes on the
associated telephony system to deliver the solution.
[0005] Voice prompting systems in use to day range from a simple
interactive voice response system for telephony to the more
state-of-art VXML application system known to the inventors.
Anywhere a customer telephony interface may be employed, there may
also be a voice interaction system in place to interact with
callers in real time. Data network telephony (DNT) equivalents of
voice delivery system also exist like VoIP portals and the
like.
[0006] Often in both VXML compliant and non-VXML systems, such as
computer telephony integrated (CTI) IVRs, voice messaging services
and the like, voice prompts are sometimes prerecorded in a studio
setting for a number of differing business scenarios and uploaded
to the enterprise system server architecture for access and
deployment during actual interaction with clients. Pre-recording
voice prompts instead of dynamically creating them through software
and voice synthesis methods is many times performed when better
sound quality, different languages, different voice types, or a
combination of the above are desired for the presentation logic of
a particular system.
[0007] In very large enterprise architectures there may be many
thousands of prerecorded voice prompts stored for use by a given
voice application. Some of these may not be stored in a same
centralized location. One with general knowledge of voice file
management will attest that managing such a large volume of voice
prompts can be very complicated. For example, in prior-art systems
management of voice prompts includes recording the prompts,
managing identification of those prompts and manually referencing
the required prompts in the application code used in developing the
application logic for deployment of those prompts to a client
interfacing system. There is much room for error in code
referencing and actual development, recording, and sorting batches
of voice files can be error prone and time consuming as well.
[0008] What is clearly needed is a system for managing voice
prompts used by a voice interaction system that can solve the
problems stated above.
SUMMARY OF THE INVENTION
[0009] In a preferred embodiment of the invention a software
interface is provided for managing audio resources used in one or
more voice applications. The interface includes a first portion
thereof for mapping the audio resources from storage to use-case
positions in the one or more voice applications, a second portion
thereof for accessing the audio resources according to the mapping
information and for performing modifications there of, a third
portion thereof for creating new audio resources, and a fourth
portion thereof for replication of modifications across distributed
facilities.
[0010] In one embodiment the software interface is executable from
a PC connected to a network local to the stored resources. In
another embodiment the software interface is executable from a PC
connected to a network remote from the stored resources.
[0011] In a preferred embodiment modification of one or more audio
resources is followed by automatic re-linking of the modified
source files to the appropriate prompts existing in executable
dialogs of the one or more voice applications. In a variation of
this embodiment introduction of a replacement of one or more audio
resources is followed by automated linking of the replacement
resource or resources to the appropriate prompts existing in
executable dialogs of the one or more voice applications using the
old resource or resources replaced.
[0012] In one embodiment the replication portion causes modified
audio resources to be replicated across distributed storage
facilities for local client access from multiple client access
points in a network. In one embodiment a voice application
developer and a voice file author may share the software interface.
In this embodiment the access point for the developer and the
author is a Web server.
[0013] In one embodiment files associated with a modified audio
resource include a text transcript, coaching notes, and URL or URI
location information.
[0014] In another aspect of the present invention a method is
provided for replicating a modified or replacement instance of an
audio resource used in one or more voice applications to multiple
storage sites for access in a distributed voice interaction
network. The method includes steps (a) for selecting the old audio
resource for modification or replacement from a list of audio
resources, (b) for selecting from a mapping utility displayed as a
result of resource selection, the voice application dialogs listed
that will use the file; and (c) for saving the work associated with
the final version of the edited resource.
[0015] In one aspect of the method, the network connecting the
storage sites is a WAN. In another aspect the network connecting
the storage sites is a telephony network wherein the storage sites
are local to voice interaction systems.
[0016] In still another aspect of the present invention a method is
provided for linking a modified or replacement instance of an audio
resource used in one or more voice applications to multiple dialogs
for use in a voice interaction network. He method includes steps
(a) for selecting the old audio resource for modification or
replacement from a list of audio resources, (b) for selecting from
a mapping utility displayed as a result of resource selection, the
voice application dialogs listed that will use the file; and (c)
for saving the work associated with the final version of the edited
resource.
[0017] In one aspect of the method in step (a) the list is a view
of a directory and file system tree. In another aspect of the
method in step (b) the mapping utility contains location
information including URLs of applications, and URIs of dialogs,
prompts, and audio resources.
BRIEF DESCRIPTION OF THE DRAWINGS FIGURES
[0018] FIG. 1 is a logical overview of a voice interaction server
and voice prompt data store according to prior-art.
[0019] FIG. 2 is a block diagram illustrating voice prompt
development and linking to a voice prompt application according to
prior art.
[0020] FIG. 3 is a block diagram illustrating a voice prompt
development and management system according to an embodiment of the
present invention.
[0021] FIG. 4 illustrates an interactive screen for a voice
application resource management application according to an
embodiment of the present invention.
[0022] FIG. 5 illustrates an interactive screen having audio
resource details and dependencies according to an embodiment of the
present invention.
[0023] FIG. 6 illustrates an interactive screen for an audio
resource manager illustrating further details and options for
editing and management according to an embodiment of the present
invention.
[0024] FIG. 7 is a process flow diagram illustrating steps for
editing or replacing an existing audio resource and replicating the
resource to distributed storage facilities.
DESCRIPTION OF THE PREFERRED EMBODIMENTS
[0025] The inventor provides a system for managing voice prompts in
a voice application system. Detail about methods, apparatus and the
system as a whole are described in enabling detail below.
[0026] FIG. 1 is a logical overview of a voice interaction server
and voice prompt data store according to prior art. FIG. 2 is a
block diagram illustrating voice prompt development and linking to
a voice prompt application according to prior art. A voice
application system 100 includes a developer 101, a voice file
storage medium 102, a voice portal (telephony, IVR) 103, and one of
possibly hundreds or thousands of receiving devices 106.
[0027] Device 106 may be a LAN-line telephone, a cellular wireless,
or any other communication device that supports voice and text
communication over a network. In this example, device 106 is a
plane old telephone service (POTS) telephone.
[0028] Device 106 has access through a typical telephone service
network, represented herein by a voice link 110, to a voice system
103, which in this example is a standard telephony IVR system. IVR
system 103 is the customer access point for callers (device 106) to
any enterprise hosting or leasing the system.
[0029] IVR 103 has a database/resource adapter 109 for enabling
access to off-system data. IVR also has voice applications 108
accessible therein and adapted to provide customer interaction and
call flow management. Applications 108 include the capabilities of
prompting a customer, taking input from a customer and playing
prompts back to the customer depending on the input received.
[0030] Telephony hardware and software 107 includes the hardware
and software that may be necessary for customer connection and
management of call control protocols. IVR 103 may be a telephony
switch enhanced as a customer interface by applications 108. Voice
prompts executed within system 103 may include only prerecorded
prompts. A DNT equivalent may use both prerecorded prompts and
XML-based scripts that are interpreted by a text-to-speech engine
and played using a sampled voice.
[0031] IVR system 103 has access to a voice file data store 102 via
a data link 104, which may be a high-speed fiber optics link or
another suitable data carrier many of which are known and
available. Data store 102 is adapted to contain prerecorded voice
files, sometimes referred to as prompts. Prompts are maintained, in
this example, in a section 113 of data store 102 adapted for the
purpose of storing them. A voice file index 112 is illustrated and
provides a means for searching store section 113 to access files
for transmission over link 104 to IVR system 103 to be played by
one of applications 108 during interaction with a client.
[0032] In this case IVR system 102 is a distributed system such as
to a telephony switch location in a public switched telephone
network (PSTN) and therefore is not equipped to store many voice
files, which take up considerable storage space if they are high
quality recordings.
[0033] Data store 111 has a developer/enterprise interface 111 for
enabling developers such as developer 101 access for revising
existing voice files and storing new and deleting old voice files
from the data store. Developer 101 may create voice applications
and link stored voice files to the application code for each voice
application created and deployed. Typically, the voice files
themselves are created in a separate studio from script provided by
the developer.
[0034] As was described with reference to the background section,
for a large enterprise there may be many thousands of individual
voice prompts, many of which are linked together in segmented
prompts or prompts that are played in a voice application wherein
the prompts contain more than one separate voice file. Manually
linking the original files to the application code when creating
the application provides enormous room for human error. Although
the applications are typically tested before deployment, errors may
still get through causing monetary loss at the point of customer
interface.
[0035] Another point of human management is between the studio and
the developer. The studio has to manage the files and present them
to the developer in a fashion that the developer can manipulate in
an organized fashion. As the number of individual prerecorded files
increases, so does the complexity of managing those prerecorded
files.
[0036] Referring now to FIG. 2, developer 101 engages in voice
application development activity 201. Typically voice files are
recorded from script. Therefore, for a particular application
developer 101 creates enterprise scripts 202 and sends them out to
a studio (200) to be recorded. An operator within studio 200
receives scripts 202 and creates recorded voice files 203.
Typically, the files are single segments, some of which may be
strategically linked together in a voice application to play as a
single voice prompt to a client as part of a dialog executed from
the point of IVR 103, for example.
[0037] The enterprise must insure that voice files 203 are all
current and correct and that the parent application has all of the
appropriate linking in the appropriate junctions so that the files
may be called up correctly during execution. Developer 101 uploads
files 203 when complete to data store 102 and the related
application may also be uploaded to data store 102. When a specific
application needs to be run at a customer interface, it may be
distributed without the voice files to the point of interface, in
this case IVR 103. There may be many separate applications or
sub-dialogs that use the same individual voice files. Often there
will be many instances of the same voice file stored in data store
102 but linked to separate applications that use the same prompt in
some sequence.
[0038] FIG. 3 is an expanded view of IVR 103 of FIG. 2 illustrating
a main dialog and sub-dialogs of a voice application according to
prior art. In many systems, a main dialog 300 includes a static
interactive menu 301 that is executed as part of the application
logic for every client that calls in. During playing of menu 300, a
client may provide input 302, typically in the form of voice for
systems equipped with voice recognition technology. A system
response 303 is played according to input 302.
[0039] System response 303 may include as options, sub-dialogs 304
(a-n). Sub-dialogs 304 (a-n) may link any number of prompts, or
voice files 305 (a-n) illustrated logically herein for each
illustrated sub-dialog. In this case prompt 305 b is used in
sub-dialog 304 a and in sub-dialog 304 b. Prompt 305 c is used in
all three sub-dialogs illustrated. Prompt 305 a is used in
sub-dialog 304 b and in sub-dialog 304 b. Prompts are created at
the time of application creation and deployment. Therefore prompts
305 b, c, and j are stored in separate versions and locations for
each voice application.
[0040] FIG. 4 illustrates an interactive screen 400 for a voice
application resource management application according to an
embodiment of the present invention. Screen 400 is a GUI portion of
a software application that enables a developer to create and
manage resources used in voice applications. Resources include both
audio resources and application scripts that may be voice
synthesized. For the purpose of this example, the inventor focuses
on management of audio resources, which in this case, include voice
file or prompt management in the context of one or more voice file
applications.
[0041] Screen 400 takes the form of a Web browser type interface
and can be used to access remote resources over a local area
network (LAN), wide area network (WAN), or a metropolitan area
network (MAN). In this example, a developer operating through
screen 400 is accessing a local Intranet.
[0042] Screen 400 has a toolbar link 403 that is labeled workspace.
Link 403 is adapted to open, upon invocation, a second window or
changes the primary window to provide an area for working and audio
management and creation tools for creating and working with audio
files and transcripts or scripts.
[0043] Screen 400 has a toolbar link 404 that is labeled
application. Link 404 is adapted to open, upon invocation, a second
window or changes the primary window to provide an area for
displaying and working with voice application code and provides
audio resource linking capability. Screen 400 also has a toolbar
link for enabling an administration view of all activity.
[0044] Screen 400 has additional toolbar links 406 adapted for
navigating to different windows generally defined by label. Reading
from left to right in toolbar options 406, there is Audio, Grammar,
Data Adapter, and Thesaurus. The option Audio enables a user to
view all audio-related resources. The option Grammar enables a user
to view all grammar-related resources. The option Data Adapter
enables a user to view all of the available adapters used with data
sources, including adapters that might exist between disparate data
formats. The option Thesaurus is self-descriptive.
[0045] In this example, a developer has accessed the audio resource
view, which provides in window 409 an interactive data list 411 of
existing audio resources currently available in the system. List
411 is divided into two columns a column 408 labeled "name" and a
column 410 labeled "transcript". In this example there are three
illustrated audio prompts reading from top to bottom from list 411
column 408 they are "howmuch", "mainmenu", and "yourbalance". An
audio speaker icon next to each list item indicates the item is an
audio resource and enable a developer to. Each audio resource is
associated with the appropriate transcript of the resource as
illustrated in column 410. Reading from top to bottom in column 410
for the audio resource "howmuch" the transcript is "How much do you
wish to transfer?". For "mainmenu", the transcript is longer,
therefore it in not reproduced in the illustration but may be
assumed to be provided in full text. A scroll function may be
provided to scroll a long transcript associated with an audio
resource. For the audio resource "yourbalance", the transcript is
"Your balance is [ ]. The brackets enclose a variable used in a
voice system prompt response to a client input interpreted by the
system.
[0046] In one embodiment there may be additional options for
viewing list 411, for example, separate views of directory 411 may
be provided in different languages. In one embodiment, separate
views of directory 411 may be provided for the same resources
recorded using different voice talents. In the case of voice files
that are contextually the same, but are recorded using different
voice talents and or languages, those files may be stored together
and versioned according to language and talent.
[0047] Window 409 can be scrollable to reach any audio resources
not viewable in he immediate screen area. Likewise, in some
embodiments a left-side navigation window may be provided that
contains both audio resource and grammar resource indexes 401 and
402 respectively to enable quick navigation through the lists. A
resource search function 411 is also provided in this example to
enable keyword searching of audio and grammar resources.
[0048] Screen 400 has operational connectivity to a data store or
stores used to where house the audio and grammar resources and, in
some cases, the complete voice applications. Management actions
initiated through the interface are applied automatically to the
resources and voice applications.
[0049] A set of icons 407 defines additional interactive options
for initiating immediate actions or views. For example, accounting
from left to right a first icon enables creation of a new audio
resource from a written script. Invocation of this icon brings up
audio recording and editing tools that can be used to create new
audio voice files and that can be used to edit or version existing
audio voice files. A second icon is a recycle bin for deleting
audio resources. A third icon in grouping 407 enables an audio
resource to be copied. A fourth icon in grouping 407 enables a
developer to view a dependency tree illustrating if where and when
the audio file is used in one or more voice dialogs. The remaining
two icons are upload and download icons enabling the movement of
audio resources from local to remote and from remote to local
storage devices.
[0050] In one embodiment of the present invention, the functions of
creating voice files and linking them to voice applications can be
coordinated through interface 400 by enabling an author of voice
files password protected local or remote access for downloading
enterprise scripts and for uploading new voice files to the
enterprise voice file database. By marking audio resources in list
410 and invoking the icon 407 adapted to view audio resource
dependencies, an operator calls up a next screen illustrating more
detail about the resources and further options for editing and
management as will be described below.
[0051] Screen 400, in this example, has and audio index display
area 401 and a grammar display index area 402 strategically located
in a left scrollable sub-window of screen 400. As detailed
information is viewed for a resource in window 409, the same
resource may be highlighted in the associated index 401 or 402
depending on the type of resource listed.
[0052] FIG. 5 is illustrates an interactive screen 500 showing
audio resource details and dependencies according to an embodiment
of the present invention. Screen 500 has a scrollable main window
501 that is adapted to display further details about audio
resources previously selected for view. Previous options 406 remain
displayed in screen 500. In this example each resource selected in
screen 400 is displayed in list form. In this view audio resource
504 has a resource name "howmuch". The resource 504 is categorized
according to Dialog, Dialog type, and where the resource is used in
existing voice applications. In the case of resource 504, the
dialog reference is "How Much", the resource type is a dialog, and
the resource is used in a specified dialog prompt. Only one
dependency is listed for audio resource 504, however all
dependencies (if more than one) will be listed.
[0053] Resource 505, "mainmenu" has dependency to two main menus
associated with dialogs. In the first listing the resource is used
in a standard prompt used in the first listed dialog of the first
listed main menu. In the second row it is illustrated that the same
audio resource also is used in a nomatch prompt used in a specified
dialog associated with the second listed main menu. For the purpose
of this specification a nomatch prompt is one where the system does
not have to match any data provided in a response to the prompt. A
noinput prompt is one where no input is solicited by the prompt. It
is noted herein that for a general application prompt definitions
may vary widely according to voice application protocols and
constructs used. The dependencies listed for resource 505 may be
associated with entirely different voice applications used by the
same enterprise. They may also reflect dependency of the resource
to two separate menus and dialogs of a same voice application.
[0054] No specific ID information is illustrated in this example,
but may be assumed to be present. For example, there may be rows
and columns added for displaying a URL or URI path to the instance
of the resource identified. Project Name, Project ID, Project Date,
Recording Status (new vs. recorded), Voice Talent, and Audio Format
are just some of the detailed information that may be made
available in window 501. There may be a row or column added for
provision of a general description of the resource including size,
file format type, general content, and so on.
[0055] Resource 506, "yourbalance" is listed with no dependencies
found for the resource. This may be because it is a newly uploaded
resource that has not yet been linked to voice application code. It
may be that it is a discarded resource that is still physically
maintained in a database for possible future use. The lack of
information tells the operator that the resource is currently not
being used anywhere in the system.
[0056] Screen 500, in this example, has audio index display area
401 and a grammar display index area 402 strategically located in a
left scrollable sub-window of screen 500 as described with
reference to screen 400 of FIG. 4 above. As detailed information is
viewed for a resource in window 501, the same resource may be
highlighted in the associated index 401 or 402 depending on the
type of resource listed.
[0057] FIG. 6 illustrates an interactive screen 600 of an audio
resource manager illustrating further details and options for
editing and management according to an embodiment of the present
invention. Screen 600 enables a developer to edit existing voice
files and to create new voice files. A dialog tree window 602 is
provided and is adapted to list all of the existing prompts and
voice files linked to dialogs in voice applications. The
information is, in a preferred embodiment, navigable using a
convenient directory and file system format. Any voice prompt or
audio resource displayed in the main window 601 is highlighted in
the tree of window 602.
[0058] In one embodiment of the present invention from screen 500
described above, a developer can download a batch of audio
resources (files) from a studio remotely, or from local storage and
can link those into an existing dialog, or can create a new dialog
using the new files. The process, in a preferred embodiment,
leverages an existing database program such as MS Excel.TM. for
versioning and keeping track of voice prompts dialogs, sub-dialogs,
and other options executed during voice interaction.
[0059] In one embodiment of the present invention a developer can
navigate using the mapping feature through all of the voice
application dialogs referencing any selected voice files. In a
variation of this embodiment the dialogs can be presented in
descending or ascending orders according to some criteria specified
like date, number of use positions, or some other hierarchical
specification. In still another embodiment, a developer accessing
an audio resource may also have access to any associated reference
files like coaching notes, contextual notes, voice talent
preferences, language preferences, and pronunciation nuances for
different regions.
[0060] In a preferred embodiment, using the software of the present
invention multiple links do not have to be created to replace an
audio resource used in multiple dialog prompts of one or more voice
applications. For example, after modifying a single voice file, one
click may cause the link to the stored resource to be updated
across all instances of the file in all existing applications. In
another embodiment where multiple storage sites are used,
replication may be ordered such that the modified file is
automatically replicated to all of the appropriate storage sites
for local access. In this case, the resource linking is updated to
each voice application using the file according to the replication
location for that application.
[0061] Screen 600 illustrates a prompt 604 being developed or
modified. The prompt in this example is named "Is that correct?"
and has variable input fields of City and State. The prompt 604
combines audio files to recite "You said [City: State] :: If that
is correct, say Yes: If in correct, Say No: The prompt may be used
in more than one dialog in more than one voice application. The
prompt may incorporate more than one individual prerecorded voice
file.
[0062] A window 605 contains segment information associated with
the prompt "Is that correct?" such as the variable City and State
and the optional transcripts (actual transcripts of voice files).
New voice files and transcripts describing new cities and states
may be added and automatically liked to all of the appropriate
prompt segments used in all dialogs and applications.
[0063] Typically, audio voice files of a same content definition,
but prerecorded in one or more different languages and/or voice
talents will be stored as separate versions of the file. However,
automated voice translation utilities can be used to translate an
English voice file into a Spanish voice file, for example, on the
fly as the file is being accessed and utilized in an application.
Therefore, in a more advanced embodiment multiple physical
prerecorded voice files do not have to be maintained.
[0064] Screen 600 has a set of options 603 for viewing creating or
editing prompts, rules, nomatch prompts, and no-input prompts.
Options for help, viewing processor details, help with grammar, and
properties are also provided within option set 603. Workspace
provides input screen or windows for adding new material and
changes. The workspace windows can be in the form of an excel
worksheet as previously described.
[0065] In one embodiment of the present invention linking voice
files to prompts in application can be managed across multiple
servers in a distributed network environment. Voice files,
associated transcripts, prompt positions, dialog positions, and
application associations are all automatically applied for the
editor eliminating prior-art practice of re-linking the new
resources in the application code. Other options not illustrated in
this example may also be provided without departing from the spirit
and scope of the present invention. For example, when a voice file
used in several places has been modified, the editor may not want
the exact version to be automatically placed in all use instances.
In this case, the previous file is retained and the editor simply
calls up a list of the use positions and selects only the positions
that the new file applies to. The system then applies the new
linking for only the selected prompts and dialogs. The old file
retains the linking to the appropriate instances where no
modification was required.
[0066] In another embodiment, voice file replication across
distributed storage systems is automated for multiple distributed
IVR systems or VXML portals. For example, if a developer makes
changes to voice files in one storage facility and links those
changes to all known instances of their use at other client access
points, which may be widely distributed, then the distributed
instances may automatically order replication of the appropriate
audio resources from the first storage facility to all of the other
required storage areas. Therefore, for voice applications that are
maintained at local client-access facilities of a large enterprise
that rely on local storage of prerecorded files can, after
receiving notification of voice file linking to a new file or files
can execute and order to retrieve those files from the original
storage location and deposit them into their local stores for
immediate access. The linking then is used as a road map to insure
that all distributed sites using the same applications have access
to all of the required files. In this embodiment audio resource
editing can be performed at any network address wherein the changes
can be automatically applied to all distributed facilities over a
WAN.
[0067] FIG. 7 is a process flow diagram 700 illustrating steps for
editing or replacing an existing audio resource and replicating the
resource to distributed storage facilities. At step 701, the
developer selects an audio resource for edit or replacement. The
selection can be based on a search action for a specific audio
resource or from navigation through a voice application dialog menu
tree.
[0068] At step 702 all dialogs that reference the selected audio
resource are displayed. At step 703, the developer may select the
dialogs that will use the edited or replacement resource by marking
or highlighting those listed dialogs. In one embodiment all dialogs
may be selected. The exact number of dialogs selected will depend
on the enterprise purpose of the edit or replacement.
[0069] At step 704, the developer edits and tests the new resource,
or creates an entirely new replacement resource. At step 705, the
developer saves the final tested version of the resource. At step
706, the version saved is automatically replicated to the
appropriate storage locations referenced by the dialogs selected in
step 703.
[0070] In this exemplary process, steps 702, and step 706 are
automated results of the previous actions performed.
[0071] The methods and apparatus of the present invention can be
applied on a local network using a central or distributed storage
system as well as over a WAN using distributed or central storage.
Management can be performed locally or remotely, such as by logging
onto the Internet or an Intranet to access the software using
password protection and/or other authentication procedures.
[0072] The methods and apparatus of the present invention greatly
enhance and streamline voice application development and deployment
and according to the embodiments described, can be applied over a
variety of different network architectures including DNT and POTS
implementations. The spirit and scope of the present invention
should be limited only by the following claims.
* * * * *