INTEGRATED WEB AND TELEPHONE SERVICE CREATION

We describe a system for creating, maintaining, and analyzing interact ive services that require access from multiple devices. The system aug ments the infrastructure of the World Wide Web with Mawl, an applicati on-oriented language for specifying form-based services in a device-in dependent manner and TelePortal, a software/hardware platform that ena bles telephone access to Web content via standard interactive voice re sponse (IVR) platforms. Service creators link service logic and presen tation with templates written in an extension of the HyperText Markup Language (HTML). HTML is extended with marks for dynamic content (Meta -HTML) and with marks specific to a user interface or access device. D ocuments to be interpreted by TelePortal are written in the Phone Mark up Language (PML). Together, Mawl and TelePortal provide a new way to create integrated services, as well as IVR services. The ability to de velop such services in a single environment appears to be unique.