as) United States
`a2) Patent Application Publication (10) Pub. No.: US 2004/0101122 Al
`(43) Pub. Date: May 27, 2004
`
`Da Palmaet al.
`
`US 20040101122A1
`
`(54) TELEPHONY AND VOICE INTERFACE FOR
`VOICE SERVER SYSTEM MANAGEMENT
`
`(22)
`
`Filed:
`
`Nov. 22, 2002
`
`(75)
`
`Inventors: William V. Da Palma, Coconut Creek,
`FL (US); Ricardo dos Santos, Boca
`Raton, FL (US); Victor S. Moore,
`Boynton Beach, FL (US); WendiL.
`Nusbickel, Boca Raton, FL (US)
`
`Correspondence Address:
`Gregory A. Nelson, Akerman Senterfitt
`Fourth Floor
`222 Lakeview Avenue
`P.O. Box 3188
`West Palm Beach, FL 33402-3188 (US)
`
`(73) Assignee:
`
`International Business Machines Cor-
`poration, Armonk, NY
`
`(21) Appl. No.:
`
`10/302,437
`
`Publication Classification
`
`Ente C07 cacecccsscssssssssnsssssetistnntsnssstve HO04M 7/00
`(ST)
`(52) US. Ch.
`cecesecssssssssstsesnsssstnstvasnesnstnssvesse 379/219
`
`(57)
`
`ABSTRACT
`
`Amethod of administering a voice server can include, within
`the voice server, receiving a call from a system administra-
`tor. Call control data of the received call can be matched
`
`with a system administration application of the voice server.
`The system administration application can be executed.
`Responsive to the executing step, communications between
`the system administration application and a resource man-
`agement system of the voice server can be established such
`that the system administrator can interact with the resource
`management system to request administrative functions over
`the call.
`
`
`
`
`
`Application
`Server
`120
`
` 100
`
`
`Telephony Interface
` Gateway
`
`115 130
`
`
`
`
` Speech Processing
`
`
`
`Resources
` Telecommunications
`
`
`
`135
`Network
`
`
`
`
`
`110
`
`System Management
`Component
`
`140
`
`
`
`System
`
`
`Administrator
`Resource Management
`System Management
`
`455
`ysrem
`Applications
`
`
`
`145
`
`
`Voice Browser
`125
`
`Voice Server
`105
`
`Amazon Exhibit 1013
`
`IPR Petition - USP 9,264,483
`
`-1-
`
`Amazon Exhibit 1013
`IPR Petition - USP 9,264,483
`
`

`

`Patent Application Publication May 27, 2004 Sheet 1 of 2
`
`US 2004/0101122 Al
`
`TelephonyInterface
`130
`
`System
`Administrator
`155
`
`
`
`
`
`
`
`Voice Browser
`I
`
`
`125
`
`Gateway
`115
`
`
`Application
`
`Server
`
`Speech Processing
`
`
`120
`
`Resources
`
`
`Telecommunications
`135
`
`Network
`
`110 System Management
`
`
`Component
`
`140
`
`
`
`
`
`
`Resource Management
`System Management
`System
`
`Applications
`
`
`145
`
`
`FIG. 1
`
`Voice Server
`105
`
`
`
`
`
`
`
`
`
`System administratorcalls
`voice server
`205
`
`
`
`
`Telephony interface receives
`call and routes to voice
`
`browser
`-
`210
`
`
`
`Mapincomingcall to system
`administration application
`215
`
`
`
`
`Fetch proper system
`administration application
`
`220
`
`
`
`Voice browser executes
`
`
`system administration
`application and establishes
`communications in voice
`
`server
`
`
`System management
`
`
`componentinteracts with
`resource management system
`
`,
`230
`
`225
`
`FIG. 2
`
`-2-
`
`

`

`Patent Application Publication May 27, 2004 Sheet 2 of 2
`
`US 2004/0101122 Al
`
`300
`
`System management
`componentdetects event
`305
`
`System management
`componentinvokes outbound
`system administration
`application
`
`310
`
`Voice browser fetches system
`managementapplication
`315
`
`330
`
`Voice browser begins
`executing system management
`application to initiate outbound
`call and make management
`functions available
`
`320
`
`Telephony interface places
`outbound call to specified
`number
`
`325
`
`System administrator receives
`call and interacts with system
`managementapplication
`
`-3-
`
`

`

`US 2004/0101122 Al
`
`May 27, 2004
`
`TELEPHONY AND VOICE INTERFACE FOR
`VOICE SERVER SYSTEM MANAGEMENT
`
`BACKGROUND OF THE INVENTION
`
`{0001]
`
`1. Technical Field
`
`[0002] This invention relates to the field of telecommuni-
`cations and, more particularly, to managing and administer-
`ing a voice server through a voice and/or telephony inter-
`face.
`
`[0003]
`
`2. Description of the Related Art
`
`[0004] Voice-based applications have become increas-
`ingly popular as a means to access data and applications.
`Voice-based applicationsare those that allow a userto select
`menu items or enter data into entry fields using a conven-
`tional
`telephone, a wireless telephone, or another audio
`interface. Advancesin the interfaces between the digital data
`domain and the voice domain have led to increased use of
`voice-based technology for accessing traditional personal
`and business applications. In consequence, more often than
`not, users can interact with systems throughtraditional voice
`communications and/or a telephone keypad.
`
`[0005] Typically, voice-based services are implemented
`using one or more distributed computers or servers execut-
`ing appropriate software, which collectively can be referred
`to as a “voice server”. A voice server can provide function-
`ality such as a telephony platform connector for interfacing
`with a telecommunications network, speech processing
`resources for performing text-to-speech and speech recog-
`nition, development
`tools, and/or other interfaces which
`allow the voice server to interact with one or more appli-
`cation programs and control systems.
`
`[0006] Presently, system management and administration
`in a voice server environmentfollowsthe traditional model
`
`of command-line or console-based control. That is, a system
`administrator interacts with the voice server via a conven-
`tional computer terminal, having a keyboard and display,
`which is communicatively linked to the voice server. The
`administration terminal frequently is located “on-premises”
`with the voice server. The system administrator can receive
`notifications and monitor the voice server by viewing mes-
`sages on the administration terminal display. The system
`administrator can provide instructions, queries, or other
`commandsto the voice server by entering the appropriate
`information into a commandline interface of the adminis-
`tration terminal display using the administrative terminal
`keyboard.
`
`[0007] Through the administration terminal, the system
`administrator can interact with the voice server to perform
`administrative, managerial, and maintenance functions.
`Legacy software components, for example components writ-
`ten in the C programming language, typically are managed
`through Simple Network Management Protocol (SNMP)via
`the administration terminal.
`
`[0008] Other systems have come to use a resource man-
`agement system for handling communications between the
`administration terminal and the voice server. For example,
`within a Java environment, the resource management system
`can be a Java Management Extension (JMX) enabled system
`for managing Java components. JMX is defined in the
`documententitled Java Management Extensions Instrumen-
`
`tation and Agent Specification, v1.1 (March 2002), pub-
`lished by Sun Microsystems, Inc. of Palo Alto, Calif. The
`JMX specification, which is incorporated herein by refer-
`ence, defines an architecture, design patterns, application
`programming interfaces (APIs), and services for application
`and network management using the Java programming
`language. The JMX specification is a set of specifications
`and developmenttools for managing Java environments and
`building managementsolutions.
`
`[0009] Conventional console-based administrative termi-
`nals lack an interface which exploits the technology which
`the voice server was designed to provide to users.
`In
`consequence, conventional voice servers lack a more natural
`interface through which the voice server can be managed,
`administered, and/or maintained by a system administrator.
`SUMMARYOF THE INVENTION
`
`[0010] The invention disclosed herein provides a solution
`for administering, managing, and maintaining (collectively
`“administering”) a voice server. More particularly,
`the
`present invention allows a voice server to be administered
`over a telecommunications network rather than via a con-
`
`ventional administrative console which typically resides
`“on-premises” with the voice server or interactive voice
`response system. Accordingly, a system administrator can
`perform various functions-with regard to a voice server
`through a telephone or other voice communications link
`whether the system administrator is located “on-premises”
`with the voice server or is remotely located in relation to the
`voice server.
`
`{0011] For example, functions regarding security, data
`back-up and redundancy, reporting voice server loads or
`generating other reports, reloading applications and/or data,
`performing system resets and the like can be performed by
`a system administrator over a telecommunications network
`over an established inbound call. Still, the voice server can
`initiate an outbound call over the telecommunications net-
`
`work to a system administrator in the event that a particular
`condition within the voice server is detected. Accordingly,
`those functions which are accessed using an administrative
`terminal
`in conventional systems can be accessed via a
`speech and/or telephony interface in the present invention.
`
`[0012] One aspect of the present invention can include a
`method of administering a voice server. The method can
`include, within a voice server, receiving a call from a system
`administrator. Call control data of the received call can be
`
`matched with a system administration application of the
`voice server. The system administration application can be
`retrieved from an application server and loaded into a voice
`browser included within the voice server. Notably,
`the
`system administration application can be implemented as a
`Voice Extensible Markup Language document.
`
`[0013] The system administration application can be
`executed. Responsive to the execution of the system admin-
`istration application, communications between the system
`administration application and a resource management sys-
`tem of the voice server can be established. For example, the
`resource management system can include a Java Manage-
`ment Extension enabled system and/or a Simple Network
`Management Protocol based system. Accordingly, the sys-
`tem administrator can interact with the resource manage-
`ment system to request administrative functions over the
`call.
`
`-4-
`
`-4-
`
`

`

`US 2004/0101122 Al
`
`May 27, 2004
`
`[0014] The method further can include receiving input
`from the system administrator over the call. The input, for
`example, can include speech signals and/or dual tone multi-
`frequency signals. In any case, the input can be processed to
`determine an administrative function for the voice server
`which correspondsto the input. The administrative function
`can be activated within the voice server through the resource
`management system. Notably,
`the system administration
`application can query the resource management system for
`administrative
`information. Administrative
`information
`from the voice server can be provided overthe call.
`
`[0015] According to another aspect of the present inven-
`tion, a triggering event within the voice server can be
`detected. The triggering event can be matched to a prede-
`termined system administration application, which can be
`invoked thereby establishing communications between the
`system administration application and the resource manage-
`ment system of the voice server. The invoking step can
`include instructing a voice browser within the voice server
`to retrieve the system administration application from an
`application server, load the system administration applica-
`tion into the voice browser, and execute the system admin-
`istration application. The system administration application
`can be implemented as a Voice Extensible Markup Language
`document.
`
`[0016] As mentioned, the resource management system
`can include a Java Management Extension enabled system
`and/or a Simple Network ManagementProtocol based sys-
`tem. An outboundcall can be placed to a numberspecified
`by the system administration application. The system
`administration application can query the resource manage-
`ment system for administration information corresponding
`to the triggering event. Administration information associ-
`ated with the triggering event can be provided overthe call.
`
`[0017] The method further can include receiving input
`from a system administrator viathe call, processing the input
`to determine an administrative function for the voice server
`
`which corresponds to the input, and activating the admin-
`istrative function within the voice server.
`
`invention can
`the present
`[0018] Another aspect of
`include, within a voice server, receiving a call from a system
`administrator. Call control data of the call can be matched
`
`with an application configured to dynamically generate a
`system administration application of the voice server. The
`application can be executed to generate the system admin-
`istration application. Notably, according to one embodiment
`of the invention, an operational state of the voice server can
`be detected and the system administration application can be
`generated in accordance with the detected operationalstate.
`
`[0019] The system administration application can be
`executed thereby establishing communications between the
`system administration application and a resource manage-
`ment system of the voice server. Accordingly, the system
`administrator can interact with the resource management
`system to request administrative functions over the call.
`
`[0020] Another embodiment of the present invention can
`include detecting a triggering event within the voice server
`and matching the triggering event with a predetermined
`application configured to dynamically generate a system
`administration application of the voice server. The applica-
`tion can be executed to generate the system administration
`
`application. The dynamically generated system administra-
`tion application can be invoked thereby establishing com-
`munications between the system administration application
`and a resource management system of the voice server. An
`outboundcall can be placed by the voice server to a number
`specified by the system administration application.
`
`[0021] Another aspect of the present invention can include
`a voice server which can be administered via a telecommu-
`
`nications link. The voice server can include an application
`execution environment and a telephony-enabled system
`administration application executing within the application
`execution environmentof the voice server. The voice server
`can include a telephony interface configured to place out-
`bound calls or to receive inbound calls thereby establishing
`a telecommunications link under the direction of the tele-
`
`phony-enabled system administration application. The voice
`server also can include a resource management system
`configured to monitor and manage resources of the voice
`server. The voice server further can include a system man-
`agement component configured to exchange communica-
`tions between the telephony-enabled system administration
`application and the resource management system. Accord-
`ingly,
`the resource management system can respond to
`administration commands received over the telecommuni-
`cations link and can provide administration information to
`the telephony-enabled system administration application to
`be played over the telecommunications link.
`
`BRIEF DESCRIPTION OF THE DRAWINGS
`
`[0022] There are shown in the drawings embodiments
`whichare presently preferred, it being understood, however,
`that the invention is not limited to the precise arrangements
`and instrumentalities shown.
`
`[0023] FIG. 1 is a schematic diagram illustrating an
`exemplary telecommunications system having a voice
`server configured in accordance with the inventive arrange-
`ments disclosed herein.
`
`[0024] FIG. 2 is a flow chart illustrating a method of
`administering a voice server through a telecommunications
`network according to the present invention.
`
`[0025] FIG. 3 is a flow chart illustrating a method of
`notifying a user of a condition in a voice server via a
`telecommunications network in accordance with the present
`invention.
`
`DETAILED DESCRIPTION OF THE
`INVENTION
`
`[0026] The invention disclosed herein provides a solution
`for administering, managing, and maintaining (collectively
`“administering”) a voice server. More particularly,
`the
`present invention allows a voice server to be administered
`over a telecommunications network rather than via a con-
`ventional administrative console. Accordingly, a system
`administrator can perform various administrative functions
`with regard to a voice server through a telephony or voice
`interface which is communicatively linked with the voice
`server through a telecommunications network. Moreover,
`the voice server can initiate communications with a system
`administrator via the telecommunications network in the
`event that a particular event or condition within the voice
`server should arise.
`
`-5-
`
`-5-
`
`

`

`US 2004/0101122 Al
`
`May 27, 2004
`
`[0027] FIG. 1 is a schematic diagram illustrating an
`exemplary telecommunications system 100 having a voice
`server 105 configured in accordance with the inventive
`arrangements disclosed herein. As shown the telecommuni-
`cations system 100 can include a telecommunications net-
`work 110, a gateway 115,
`the voice server 105, and an
`application server 120. The telecommunications network
`110 can include the public-switched telephone network,
`wireless networks, as well as any other communications
`networks capable of supporting voice communications and
`telephony signaling data. The gateway 115 can serve as an
`interface between the circuit-switched network environment
`of the telecommunications network 110 and the packet-
`switched network environment in which the voice server
`105 exists.
`
`[0028] The voice server 105, as shown, can include a
`voice browser 125, a telephony interface 130, speech pro-
`cessing resources 135, a system management component
`140, as well as a resource management system 145. The
`voice browser 125 can provide access to dialog, speech
`recognition, text-to-speech, call control, and other interac-
`tive voice response functions. The voice browser 125 can be
`configured to execute any of a variety scripts or applications
`implemented with markup languages suited to the afore-
`mentioned functions. For example, the voice browser 125
`can retrieve, load, and execute Voice Extensible Markup
`Language (VoiceXML), speech synthesis markup language,
`Call Control XML, or other suitable markup language
`documents. Notably, the Voice Browser Workgroup operat-
`ing under the auspices of the World Wide Web Consortium
`is presently attempting to define standards for voice brows-
`ers. In any case, the voice browser 125 also can include a
`data store which specifies associations of call control data,
`and particularly calling and/or called telephone numbers,
`with system administration applications to be described
`herein in greater detail. The data store further can specify
`associations of voice server events with system administra-
`tion applications.
`
`[0029] The telephony interface 130 can serve as the inter-
`face between the voice server 105 and the gateway 115.
`Accordingly, the telephony interface 130 can route pack-
`etized call control data and audio data between the voice
`
`server 105 and the gateway 115. The speech processing
`resources 135 can include a speech recognition engine and
`a text-to-speech engine. The speech processing resources
`135 can be accessed by the voice browser 125 when execut-
`ing one or more scripts to convert received user speech to
`text as well as convert text to speech for playbackto a caller,
`for example, through the telephony interface 130.
`
`[0030] The system management component 140 serves as
`an interface to the resource management system 145. Gen-
`erally, the system management component 140 cantranslate
`commands received from the voice browser 125 into a
`format that can be understood by the resource management
`system 145, as well as translate information received from
`the resource management system 145 to a formatsuitable for
`use by the voice browser 125. Accordingly,
`the system
`management component 140 facilitates communications
`between the resource management system 145 and the voice
`processing functionality of the voice server 105.
`
`[0031] The resource management system 145 can be
`implemented, for example, as a Java Management Extension
`
`(JMX)enabled system. As noted, JMX defines an architec-
`ture, design patterns, application programming interfaces,
`and services for application and network management and
`monitoring in the Java programming language. The JMX
`specification defines how to instrument Java code, create
`smart Java agents,
`implement distributed management
`middleware and managers, and smoothly integrate these
`solutions into existing management and monitoring systems.
`
`[0032] The application server 120 can communicate with
`the voice server 105, and the voice browser 125 through a
`data communications protocol suitable for exchanging
`applications, markup language documents, and/or scripts.
`According to one embodimentof the present invention, the
`application server 120 can communicate using Hypertext
`Transfer Protocol (HTTP), but
`is not
`limited to such a
`configuration.
`
`[0033] The application server 120 can include a data store
`150, having stored therein one or more system administra-
`tion applications. More particularly, the system administra-
`tion applications can include one or more markup language
`documents or scripts, including scripts capable of dynamic
`markup language generation, which can be executed within
`the voice browser 125. The system administration applica-
`tions can perform administrative functions that traditionally
`were accessed through an administrative console.
`
`[0034] For example, the data store 150 can include system
`administration applications configured to handle inbound
`calls from a system administrator 155 which permit the
`caller to interact with the voice server 105 and perform
`administrative functions to the voice server 105. The data
`
`store 150 also can include system administration applica-
`tions configured to initiate outbound calls in the event a
`failure or other eventis detected within the voice server 105.
`Such a system administration application can be configured
`to query the voice server 105 to determine relevant admin-
`istration information about the triggering event so that the
`determined information can be communicated to the system
`administrator 155 when called.
`
`[0035] As noted, the application server 120 can include
`programs, for example servlets, which can dynamically
`generate system administration applications such as markup
`language documents. Such programsfor dynamic generation
`of system administration applications can be providedto the
`voice server 105, and moreparticularly, to a virtual machine
`executing within the voice server 105. The applications,
`upon execution, can generate appropriate system adminis-
`tration applications to be executed by the voice browser 125.
`
`[0036] According to another embodiment of the present
`invention, the applications for dynamic generation of system
`administration applications can execute within a virtual
`machine disposed within the application server 120. In that
`case, the applications can be called via the voice server, and
`upon execution, generate system administration applications
`such as markup language documents which can be provided
`to the voice browser 125 for execution.
`
`[0037] Those skilled in the art, however, should appreciate
`that although the present
`invention can utilize a voice
`browser for executing telephony-based system administra-
`tion applications, any of a variety of different application
`environments can be used. For example, possible application
`execution environments can include an application program-
`
`-6-
`
`-6-
`
`

`

`US 2004/0101122 Al
`
`May 27, 2004
`
`for use with Java Beans wherein
`ming interface (API)
`telephony-based system administration applications are
`implemented as Java Beans, or a Speech Applications Lan-
`guage Tags (SALT) compliant application execution envi-
`ronment. Further, as new markup language standards con-
`tinue to emerge and evolve, appropriate markup language
`formats can be used to implement system administration
`applications which can execute within a suitable browser or
`virtual machine. Accordingly, any of a variety of application
`platforms and application formats can be used.
`[0038]
`In operation, the system administrator 155 can call
`the voice server 105 via the telecommunications network
`
`110 and the gateway 115. Call control and audio data for the
`call can be provided to the telephony interface 130 from the
`gateway 115. The telephony interface 130 can provide the
`audio data and call control data to the voice browser 125 for
`processing. The voice browser 125, having received the call
`control data, can match the inbound call to an appropriate
`system administration application using the data store of
`associations between system managementapplications and
`call control data. Accordingly, the voice browser 125 can
`retrieve the determined system administration application
`from the application server 120, load the system adminis-
`tration application, and execute the system administration
`application.
`[0039] Once the system administration application begins
`execution, the voice browser 125 can process speech input
`and keypad input such as dual tone multi-frequency input
`signals from the system administrator 155. The voice
`browser 125 can route audio and keypad information to the
`speech processing resources 135 for conversion to text or
`other appropriate data representations. Similarly, any text
`which originates within the voice server 105 that is to be
`provided to the calling system administrator 155 can be
`routed to the speech processing resources 135 by the voice
`browser 125 for conversion to speech. The resulting speech
`can be played back to the system administrator 155 over the
`established call.
`
`[0040] Notably, inputs from the system administrator 155,
`whether keypad or speech, once converted to text or another
`suitable data format, can be provided from the voice browser
`125 to the system management component 140. The system
`management component 140 can translate any received
`input
`to a format
`that
`is compatible with the resource
`management system 145. In this manner, the system admin-
`istrator can query the voice server 105, and perform any
`necessary administrative tasks over a telecommunications
`network connection.
`
`Information determined by the resource manage-
`[0041]
`ment system 145 such as codes,flags, or other events can be
`provided to the system management component 140 for
`translation to a text format which can be provided to the
`voice browser 125. The information can be text-to-speech
`converted by the speech processing resources 135, and
`eventually played to the calling system administrator.
`[0042] Accordingly, functionality which typically is avail-
`able only through an administrative console can be provided
`to system administrators calling from remote locations
`through the telecommunications network 110. Notably, a
`system administrator that is “on-premises” with the voice
`server 105 also can call the voice server 105 to perform
`administrative functions and need not access an administra-
`tive console or terminal.
`
`[0043] The voice server configuration disclosed herein
`also can initiate outbound calls to one or more designated
`numbers. The system management component 140 can
`receive events from the resource management system 145.
`Responsive to particular events,
`the system management
`component 140 can direct the voice browser 125to retrieve
`one or more system administration applications which, when
`executed, can initiate a call to a designated number. Once the
`call has been established with the number,
`the system
`administrator 155 can interact with the voice server 105 as
`described. Notably, the voice server 105 can initiate calls to
`pagers or other communications devices to provide notifi-
`cation of a detected event or condition.
`
`FIG.2 is a flow chart illustrating a method 200 of
`[0044]
`administering a voice server through a telecommunications
`network according to the present invention. The method 200
`can begin in step 205 where a system administrator can place
`a call to the voice server. The call can be placed over a
`conventional
`landline or wireless communication link
`through the telecommunications network. For example, the
`system administrator can call a private telephone number
`reserved for use by, and distributed only to authorized
`personnel.
`
`[0045] Notably, although not shownin FIG.2, it should be
`appreciated that one or more security measures can be used
`to verify the identity of a caller. For example, as the voice
`server is equipped with speech processing resources, voice
`matching technology as well as one or more passwords,
`whether keyed or spoken, can be used for identifying the
`calling system administrator.
`
`In step 210, the telephony interface in the voice
`[0046]
`server can receive the call from the system administrator.
`The audio data and call control data associated with the
`
`received call can be routed to the voice browser. In step 215,
`the voice browser can determine the appropriate system
`administration application to retrieve to process the received
`call. For example, the voice browser can utilize the calling
`number, the called number, or a combination of both as
`specified by the call control information received from the
`telephony interface to identify a system administration
`application.
`
`Instep 220, the voice browser can fetch the deter-
`[0047]
`mined system administration application from the applica-
`tion server data store. Once retrieved, the system adminis-
`tration application can be loaded into the voice browser. In
`step 225, the voice browser can execute the system admin-
`istration application. Accordingly, communications can be
`established between the system administration application
`and the resource management system.
`In step 230,
`the
`system administration application can receive speech and/or
`keypad data from the system administrator, process that
`data, and provide commands, queries, or instructions to the
`resource management system via the system management
`component. Likewise,
`information determined by the
`resource management system can be provided to the system
`administration application executing in the voice browser
`via the system management component. The voice browser
`can provide the information to the speech processing
`resources to convert the data to speech to be provided to the
`system administrator over the established call.
`
`FIG.3 is a flow chart illustrating a method 300 of
`[0048]
`notifying a user of a condition in a voice server via a
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`US 2004/0101122 Al
`
`May 27, 2004
`
`telecommunications network in accordance with the present
`invention. The method 300 can begin in step 305 where the
`system management componentof the voice server detects
`an event. The system management component, being in
`communication with the resource management system, can
`receive voice server system events from the resource man-
`agement system. The term events, as used herein, can refer
`to messages, operating conditions, internal alarms or any
`other internally generated data of the voice server which can
`indicate a need for contacting a system administrator.
`[0049] For example, the resource management system can
`be configured to provide all events to the system manage-
`ment component and allow the system management com-
`ponent to determine which events are relevant for purposes
`of contacting a system administrator. For
`instance,
`the
`system management component can compare each event to
`a listing of events which have been determined to be
`problematic or likely to require administrative attention.
`Alternatively, only selected events which have been deter-
`mined to be of significance can be provided to the system
`management component. Regardless, the received event can
`indicate a condition or operational state within the voice
`server which requires administrative attention.
`[0050]
`Instep 310 the system management componentcan
`invoke the voice browser such that a system administration
`application will be executed. The system management com-
`ponent can notify the voice browser of the particular
`received voice server system event. Accordingly, the voice
`browser can cross-reference the received event with one or
`more system administration applications stored in the appli-
`cation server. In an alternative embodiment of the present
`invention, the system management component can include
`necessary data for cross-referencing one or more particular
`system administration applications according to the event
`received from the resource management system.
`[0051]
`It should be appreciated that although a one to one
`correspondence can exist between voice server system
`events and system administration applications, according to
`another aspect of the present invention, multiple events can
`be mapped to one or mo