A distributed interactive voice processing system is disclosed that
distributes IVR capabilities to one or more agent terminals associated
with a call center. One or more agent terminals support the traditional
functions of a live agent, as well as additional IVR capabilities to
support the functions of a virtual or automated agent A call management
system manages the distributed IVR resources by monitoring the
availability status of the live and automated IVR agents in the
distributed interactive voice processing system and distributing
telephone calls and other types of communications to the appropriate
agents. The availability status of the automated IVR agents is based on
estimated available CPU cycles on the agent terminal A received call is
routed to the extension on the agent terminal associated with the
selected IVR channel. A VXML process associated with the selected IVR
channel obtains the appropriate application software from a central
voiceXML application server and executes the VXML page(s) to play the
appropriate prompts from the IVR script to the caller and to collect DTMF
or speech recognized inputs from the caller The distributed design allows
centralized application management while using distributed resources to
provide improved IVR availability.