Single window testing of an interactive contact workflow

Patent metadata

Field	Value
Publication number	US-9961191-B1
Application number	US-201715463426-A
Country	US
Kind code	B1
Filing date	Mar 20, 2017
Priority date	Mar 20, 2017
Publication date	May 1, 2018
Grant date	May 1, 2018

Abstract

An interactive contact workflow system provides a graphical representation of a contact workflow in a graphical user interface (GUI) of an interactive contact run-time environment. The interactive contact workflow system receives a request to execute a first instruction block of the contact workflow within the interactive contact run-time environment, generates a communication interface to facilitate simulated electronic communication between the GUI and the interactive contact run-time environment, and provides 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. The interactive contact workflow system then executes the first instruction block by sending a first prompt of the first instruction block to the communication interface to cause the communication interface to provide the first prompt to an audio output interface.

First claim

What is claimed is:

1. A method comprising:
receiving, by an 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,;
providing, by the interactive contact workflow system, a graphical representation of the IVR workflow for display in a graphical user interface (GUI), wherein a first instruction block and a second instruction block are displayed as a first visual display object and a second visual display object, respectively, within the GUI;
receiving a request from the client device to execute the first instruction block of the IVR workflow within the interactive contact run-time environment;
generating, by the interactive contact workflow system, a softphone interface between the client device and the interactive contact run-time environment, wherein the softphone interface is to facilitate simulated telephonic communication between the client device and the interactive contact 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;
providing a first visual indicator for display within the GUI that graphically highlights the first instruction block to indicate that the first instruction block is active;
executing the first instruction block by sending a first audio prompt of the first instruction block to the softphone interface to cause the softphone interface to provide the first audio prompt to an audio output interface of the client device;
receiving a first response to the first prompt from the client device via the keypad GUI element for the softphone interface;
identifying a first command to execute a second instruction block based at least in part on the first response to the first audio prompt;
providing a second visual indicator for display within the GUI that graphically connects the first visual display object to the second visual display object;
removing the first visual indicator from the first visual display object within the GUI;
providing a third visual indicator that graphically highlights the second visual display object 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.

2. The method of claim 1 , wherein the first instruction block is an entry point at a beginning of the IVR workflow, the method further comprising:
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 entry point at the beginning of the IVR workflow.

3. The method of claim 1 , wherein the first instruction block is within the IVR workflow, the method further comprising:
receiving a notification from the client device that the first display object, corresponding to 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.

4. The method of claim 3 , further comprising:
identifying a first environmental parameter for the first instruction block;
sending a notification to the 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.

5. 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), wherein the contact workflow comprises a plurality of instruction blocks presented as visual display objects within the GUI;
receiving a request to execute a first instruction block of the plurality of instruction blocks within an interactive contact run-time environment;
generating, by the interactive contact workflow system, a communication 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 a first visual display object, corresponding to the first instruction block, within the GUI to indicate that the first instruction block is active;
executing the first instruction block by sending a first prompt of the first instruction block to the communication interface to cause the communication interface to provide the first prompt to an audio output interface;
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
providing a second visual indicator for display within the GUI that graphically connects the first visual display object to a second visual display object corresponding to the second instruction block.

6. The method of claim 5 , further comprising:
receiving a request to load the contact workflow from storage into the interactive contact run-time environment;
loading the contact workflow from the storage into the interactive contact run-time environment; and
providing the first instruction block and the second instruction block of the contact workflow for display as visual objects within the GUI.

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

8. The method of claim 5 , wherein the first instruction block is an entry point at a beginning of the contact workflow, the method further comprising:
sending a notification to request a starting instruction block to execute in the contact workflow; and
receiving a confirmation to set the starting instruction block to the entry point at the beginning of the contact workflow.

9. The method of claim 5 , wherein the first instruction block is within the contact workflow, the method further comprising:
receiving a notification that the first display object corresponding to the first instruction block is a selected instruction block in the GUI;
sending a notification to request a starting instruction block to execute in the contact workflow; and
receiving a confirmation to set the starting instruction block to the selected instruction block.

10. The method of claim 9 , further comprising:
identifying a first environmental parameter for the first instruction block;
sending a notification to request a value for the first environmental parameter;
receiving the value for the first environmental parameter; and
storing the value for the first environmental parameter.

11. A computer system, comprising:
a memory to store instructions; and
at least one processing device, operatively coupled to the memory, to execute the instructions, wherein the system is to:
provide, by the system, a graphical representation of a contact workflow for display in a graphical user interface (GUI) of an interactive contact run-time environment in

Assignees

• Amazon Tech Inc

Inventors

• Demaio Pasquale
• Sullivan Joseph Daniel
• Philips David Adam

Classifications

• H04M3/242 Primary

  Software testing · CPC title

• H04M3/493

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

• H04M2201/42

  Graphical user interfaces · CPC title

• H04M2203/056

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

• H04M2203/355

  Interactive dialogue design tools, features or methods · CPC title