Single window testing of an interactive contact workflow

Patent metadata

Field	Value
Publication number	US-10277733-B1
Application number	US-201815940018-A
Country	US
Kind code	B1
Filing date	Mar 29, 2018
Priority date	Mar 20, 2017
Publication date	Apr 30, 2019
Grant date	Apr 30, 2019

Abstract

An interactive contact workflow system provides a graphical representation of a contact workflow in a graphical user interface (GUI). The system displays a first visual indicator that graphically highlights a first visual display object to indicate that a first instruction block is active. The system executes the first instruction block and outputs a first prompt via a communication interface, the communication interface to simulate a telephone communication with the interactive contact workflow system. The system receives a first response to the first prompt from a GUI element, identifies a first command to execute a second instruction block based at least in part on the first response to the first prompt, and displays a second visual indicator that graphically connects the first visual display object to a second visual display object within the GUI, the second visual display object corresponding to the second instruction block of the interactive contact workflow system.

First claim

What is claimed is:

1. A method comprising:
displaying a first visual indicator within a graphical user interface (GUI) that graphically highlights a first visual display object within the GUI to indicate that a first instruction block is active within an interactive contact workflow system;
executing the first instruction block by the interactive contact workflow system, wherein executing the first instruction block comprises outputting a first prompt via a communication interface, the communication interface to simulate a telephone communication with the interactive contact workflow system;
receiving a first response to the first prompt from a GUI element of the communication interface;
identifying a first command to execute a second instruction block based at least in part on the first response to the first prompt; and
displaying a second visual indicator within the GUI that graphically connects the first visual display object to a second visual display object within the GUI, the second visual display object corresponding to the second instruction block of the interactive contact workflow system.

2. The method of claim 1 , further comprising:
receiving, by the interactive contact workflow system, a request from a client device to load an interactive voice response (IVR) workflow into an interactive contact run-time environment, the IVR workflow comprising a plurality of instruction blocks, including at least the first instruction block and the second instruction block,
providing, by the interactive contact workflow system, a graphical representation of the IVR workflow for display in the GUI, wherein the first instruction block and the second instruction block are displayed as visual objects within the GUI; and
receiving a request from the client device to execute the first instruction block of the IVR workflow within the interactive contact run-time environment.

3. The method of claim 1 , wherein the first prompt is a first audio prompt, wherein the first instruction block comprises the first audio prompt and the first command that executes based at least in part on receiving the first response to the first audio prompt.

4. The method of claim 1 , further comprising:
generating, by the interactive contact workflow system, the communication interface, wherein the communication interface is a softphone interface between a client device and an IVR run-time environment, wherein the softphone interface is to facilitate simulated telephonic communication between the client device and the IVR run-time environment;
sending a notification to the client device to cause the client device to display a keypad GUI element within the GUI that receives simulated telephonic keypad input for the softphone interface; and
sending the first prompt of the first instruction block to the softphone interface to provide a first audio prompt to an audio output interface of the client device, wherein receiving the first response comprises receiving the first response to the first audio prompt from the client device via the keypad GUI element for the softphone interface, wherein identifying the first command comprises identifying the first command using the first response to the first audio prompt.

5. The method of claim 1 , further comprising:
removing the first visual indicator from the first instruction block within the GUI;
providing a third visual indicator that graphically highlights the second instruction block within the GUI to indicate that the second instruction block is active; and
executing at least one of a second audio prompt or a second command of the second instruction block.

6. The method of claim 1 , wherein the first instruction block is an entry point at a beginning of an interactive voice response (IVR) workflow, the method further comprising:
sending a notification to a client device to request a starting instruction block to execute in the IVR workflow; and
receiving a confirmation from the client device to set the starting instruction block to the entry point at the beginning of the IVR workflow.

7. The method of claim 1 , wherein the first instruction block is within an interactive voice response (IVR) workflow, the method further comprising:
receiving a notification from a client device that the first instruction block is a selected instruction block in the GUI;
sending a notification to the client device to request a starting instruction block to execute in the IVR workflow; and
receiving a confirmation from the client device to set the starting instruction block to the selected instruction block.

8. The method of claim 1 , further comprising:
identifying a first environmental parameter for the first instruction block;
sending a notification to a client device to provide a value for the first environmental parameter;
receiving the value for the first environmental parameter; and
storing the value for the first environmental parameter.

9. A method comprising:
providing, by an interactive contact workflow system, a graphical representation of a contact workflow for display in a graphical user interface (GUI) of an interactive contact run-time environment;
receiving a request to execute a first instruction block of the contact workflow within the interactive contact run-time environment;
generating, by the interactive contact workflow system, a softphone interface to facilitate simulated electronic communication between the GUI and the interactive contact run-time environment;
providing a first visual indicator for display within the GUI that graphically highlights the first instruction block within the GUI to indicate that the first instruction block is active; and
executing the first instruction block by sending a first prompt of the first instruction block to the softphone interface to cause the softphone interface to provide the first prompt to an audio output interface;
identifying a first command to execute a second instruction block based at least in part on a first response to the first prompt; and
displaying a second visual indicator within the GUI that graphically connects a first visual display object to a second visual display object within the GUI, the first visual display object corresponding to the first instruction block and the second visual display object corresponding to the second instruction block.

10. The method of claim 9 , further comprising:
sending a notification to a client device to cause the client device to display a keypad GUI element within the GUI that receives simulated telephonic keypad input for the softphone interface; and
sending the first prompt of the first instruction block to the softphone interface to provide a first audio prompt to an audio output interface of the client device, wherein receiving the first response comprises receiving the first response to the first audio prompt from the client device via the keypad GUI element for the softphone interface, wherein identifying the first command comprises identifying the first command using the first response to the first audio prompt.

11. The method of claim 9 , further comprising:
removing the first visual indicator from the first instruction block within the GUI;
providing a third visual indicator that graphically highlights the second instruction block within the GUI to indicate that the second instruction block is active; and
executing at least one of a second audio prompt or a second command of the second instruction block.

12. The method of claim 9 , wherein the first instruction block is an entry point at a beginning of an interactive voice response (IVR) workflow, the method further comprising:
sending a notification to a client d

Assignees

• Amazon Tech Inc

Inventors

• Demaio Pasquale
• Sullivan Joseph Daniel
• Philips David Adam

Classifications

• H04M3/493

  Interactive information services, e.g. directory enquiries {; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals} · CPC title

• H04M2203/056

  non-invasive testing, i.e. in operation testing without service interruption · CPC title

• H04M2201/42

  Graphical user interfaces · CPC title

• H04M3/242 Primary

  Software testing · CPC title

• H04M2203/355

  Interactive dialogue design tools, features or methods · CPC title