Facilitating navigation of an interactive voice response (IVR) menu to establish a telephone connection

• US 20030112931A1
• Filed: 12/19/2001
• Published: 06/19/2003
• Est. Priority Date: 12/19/2001
• Status: Abandoned Application

• Current Assignee: Callcast Incorporated
• Original Assignee: Callcast Incorporated
• Inventors: Brown, Wendell, Trenchard, William J.
• Application Number:
  US10/040,158
• Publication Number:
  US 20030112931A1
• Time in Patent Office: Days
• US Class Current: 379/93.23
• CPC Class Codes: H04M 1/247 Telephone sets including user guidance or feature selection means facilitating their use user interfaces specially adapted for cordless or mobile telephones H04M1/724
• CPC Class Codes: H04M 1/663 Preventing unauthorised calls to a telephone set
• CPC Class Codes: H04M 1/724 User interfaces specially adapted for cordless or mobile telephones
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 2201/60 Medium conversion
• CPC Class Codes: H04M 2203/4536 Voicemail combined with text-based messaging
• CPC Class Codes: H04M 3/42008 Systems for anonymous communication between parties, e.g. by use of disposal contact identifiers
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/527 Centralised call answering arrangements not requiring operator intervention
• CPC Class Codes: H04Q 1/45 using multi-frequency signalling H04Q1/46 takes precedence

Abstract

A system and method for facilitating navigation of an interactive voice response (IVR) menu. When a subscriber desires a connection (e.g., telephone call) with an organization or other entity accessed though an IVR menu, the system maps or translates the IVR menu options into a textual or graphical format for presentation on a suitable subscriber device (e.g., computer, PDA, telephone). The mapped IVR options may be provided to the subscriber in real-time, while the subscriber is connected to the organization. Or, the mapping may be presented off-line so that the subscriber may select a navigation path or destination prior to a connection being established. The system may enter the menu choices (e.g., via DTMF signals) for the subscriber, and the caller may be connected to the call before or after the target of the call answers.

Claims

1. A method of facilitating a telephone connection between a subscriber and an entity accessed via an interactive telephone menu, the method comprising:

receiving from the subscriber a series of menu selections for navigating the interactive telephone menu, wherein said series of menu selections corresponds to the entity;

establishing a first connection with the interactive telephone menu; and

submitting said series of menu selections to the interactive telephone menu.

2. The method of claim 1, wherein the entity is one of a human and an automated information system.

3. The method of claim 1, further comprising:

adding the subscriber to said first connection.

4. The method of claim 3, wherein the subscriber is added to the first connection before the entity answers said first connection.

5. The method of claim 3, wherein the subscriber is added to the first connection after the entity answers said first connection.

6. The method of claim 1, further comprising:

telephonically connecting the subscriber with the entity after submitting said series of menu selections.

7. The method of claim 6, wherein said telephonically connecting comprises:

establishing a second connection with the subscriber; and

linking said first connection and said second connection.

8. The method of claim 6, wherein said telephonically connecting comprises:

detecting the presence of the entity on said first connection; and

after said detecting, joining the subscriber to said first connection.

9. The method of claim 6, wherein said telephonically connecting comprises:

prompting the entity to issue a signal;

receiving said signal; and

coupling the subscriber to said first connection.

10. The method of claim 1, further comprising prior to said receiving from the subscriber a series of menu selections:

receiving, in a first form, a set of menu options within the interactive telephone menu; and

presenting said set of menu options to the subscriber in a second form.

11. The method of claim 10, wherein said first form comprises audio signals and said second form comprises video signals.

12. The method of claim 10, wherein said video signals comprise one or more of text and graphics.

13. The method of claim 10, wherein said presenting comprises displaying said video signals on an electronic device operated by the subscriber.

14. The method of claim 13, wherein said electronic device is a computing device.

15. The method of claim 13, wherein said electronic device is a communication device.

16. The method of claim 10, wherein said receiving, in a first form, a set of menu options comprises:

establishing a connection with the interactive telephone menu; and

receiving said menu options from the interactive telephone menu.

17. The method of claim 1, further comprising:

detecting a signal from the interactive telephone menu;

relaying said signal to the subscriber;

receiving from the subscriber a response to said signal; and

submitting said response to the interactive telephone menu.

18. The method of claim 1, wherein said establishing is performed prior to said receiving, and said establishing comprises:

receiving a request from the subscriber for a telephone connection with the entity;

connecting the subscriber to the interactive telephone menu; and

presenting to the subscriber, in visual form, one or more menu selections for navigating the interactive telephone menu.

19. A computer readable storage medium storing instructions that, when executed by a computer, cause the computer to perform a method of facilitating a telephone connection between a subscriber and an entity accessed via an interactive telephone menu, the method comprising:

receiving from the subscriber a series of menu selections for navigating the interactive telephone menu, wherein said series of menu selections corresponds to the entity;

establishing a first connection with the interactive telephone menu; and

submitting said series of menu selections to the interactive telephone menu.

20. An automated method of facilitating a subscriber'"'"'s navigation of an interactive telephone menu to reach a desired entity, the method comprising:

identifying a set of menu options offered by the interactive telephone menu;

presenting said set of menu options to the subscriber in a graphical form;

receiving from the subscriber a selection of a subset of said set of menu options, wherein said subset of menu options correspond to the entity;

transmitting to the interactive telephone menu said subset of menu options; and

telephonically connecting the subscriber with the entity.

21. The method of claim 20, wherein said identifying comprises:

establishing a first connection with the interactive telephone menu; and

receiving said set of menu options from the interactive telephone menu.

22. The method of claim 21, wherein said set of menu options are received in audio form.

23. The method of claim 20, wherein said presenting comprises:

translating said set of menu options from audio form to said graphical form; and

presenting said graphical form of said set of menu options to the subscriber on an electronic device operated by the subscriber.

24. The method of claim 20, wherein said graphical form comprises a textual translation of said set of menu options.

25. The method of claim 20, wherein said telephonically connecting comprises:

establishing a first connection with the interactive telephone menu;

establishing a second connection with the subscriber; and

linking said first connection and said second connection.

26. The method of claim 20, wherein said telephonically connecting comprises:

establishing a first connection with the interactive telephone menu prior to said presenting;

establishing a second connection with the subscriber after said transmitting; and

linking said first connection and said second connection.

27. The method of claim 20, wherein said telephonically connecting comprises:

establishing a telephone connection between the subscriber and the interactive telephone menu prior to said transmitting.

28. The method of claim 20, wherein said telephonically connecting comprises:

establishing a first connection with the interactive telephone menu; and

joining the subscriber to the first connection after the entity answers said connection.

29. The method of claim 28, wherein said joining comprises:

after said transmitting, playing a message prompting the entity to issue a signal over the first connection; and

receiving said signal.

30. The method of claim 28, wherein said joining comprises:

automatically detecting answering of the first connection by the entity.

31. A computer readable storage medium storing instructions that, when executed by a computer, cause the computer to perform an automated method of facilitating a subscriber'"'"'s navigation of an interactive telephone menu to reach a desired entity, the method comprising:

identifying a set of menu options offered by the interactive telephone menu;

presenting said set of menu options to the subscriber in a graphical form;

receiving from the subscriber a selection of a subset of said set of menu options, wherein said subset of menu options correspond to the entity;

transmitting to the interactive telephone menu said subset of menu options; and

telephonically connecting the subscriber with the entity.

32. A method of establishing a telephone connection between a subscriber and an entity, through an interactive telephone menu, the method comprising:

receiving from a subscriber a request for a telephone connection with an entity, wherein telephone access to the entity is through an interactive telephone menu;

eliciting from the subscriber a series of menu options within the interactive telephone menu that correspond to the entity;

establishing a telephone connection with the interactive telephone menu;

submitting said series of menu options to the interactive telephone menu; and

after the entity answers said telephone connection, joining the subscriber to said telephone connection.

33. A computer readable storage medium storing instructions that, when executed by a computer, cause the computer to perform a method of establishing a telephone connection between a subscriber and an entity, through an interactive telephone menu, the method comprising:

receiving from a subscriber a request for a telephone connection with an entity, wherein telephone access to the entity is through an interactive telephone menu;

eliciting from the subscriber a series of menu options within the interactive telephone menu that correspond to the entity;

establishing a telephone connection with the interactive telephone menu;

submitting said series of menu options to the interactive telephone menu; and

after the entity answers said telephone connection, joining the subscriber to said telephone connection.

34. A method of facilitating a telephone connection between a first party and a second party selected on the basis of one or more criteria provided by the first party, comprising:

receiving from a first party a request for a telephone connection;

identifying a second party to the telephone connection using one or more criteria provided by the first party, wherein said one or more criteria do not include a telephone number;

establishing a first connection with an interactive telephone voice menu associated with the second party;

navigating the interactive telephone voice menu to reach the second party; and

establishing said telephone connection between the first party and the second party.

35. A computer readable storage medium storing instructions that, when executed by a computer, cause the computer to perform a method of facilitating a telephone connection between a first party and a second party selected on the basis of one or more criteria provided by the first party, the method comprising:

receiving from a first party a request for a telephone connection;

identifying a second party to the telephone connection using one or more criteria provided by the first party, wherein said one or more criteria do not include a telephone number;

establishing a first connection with an interactive telephone voice menu associated with the second party;

navigating the interactive telephone voice menu to reach the second party; and

establishing said telephone connection between the first party and the second party.

36. A method of automatically establishing a telephone connection between a first party and a second party, wherein neither of the first party and the second party knows the other party'"'"'s telephone number used for the telephone connection, the method comprising:

receiving from a first party a request for a telephone connection with a second party, wherein the first party identifies the second party with an identifier other than a telephone number;

accessing an interactive telephone menu associated with the second party;

navigating the interactive telephone menu to reach the second party; and

establishing said telephone connection between the first party and the second party.

37. A computer readable storage medium storing instructions that, when executed by a computer, cause the computer to perform a method of automatically establishing a telephone connection between a first party and a second party, wherein neither of the first party and the second party knows the other party'"'"'s telephone number used for the telephone connection, the method comprising:

receiving from a first party a request for a telephone connection with a second party, wherein the first party identifies the second party with an identifier other than a telephone number;

accessing an interactive telephone menu associated with the second party;

navigating the interactive telephone menu to reach the second party; and

establishing said telephone connection between the first party and the second party.

38. A system for facilitating a telephone connection between a subscriber and an entity accessed through an interactive telephone menu, comprising:

presentation means for presenting to a subscriber a set of options offered by an interactive telephone menu;

signal means for signaling a subset of said interactive telephone menu options to the interactive telephone menu, wherein said subset of said interactive telephone menu options is selected by the subscriber; and

connection means for establishing a telephone connection between the subscriber and an entity associated with said subset of said interactive telephone menu options.

39. The system of claim 38, further comprising:

input means for receiving said set of options from the interactive telephone menu.

40. The system of claim 39, further comprising:

translation means for translating said set of options from a first form in which said set of options is received from the interactive telephone menu into a second form for presentation to the subscriber by the presentation means.

41. The system of claim 38, further comprising:

detection means for detecting the presence of the entity on the telephone connection.

42. The system of claim 41, wherein said connection means is configured to join the subscriber to the telephone connection after said detection of the entity.

43. A system for facilitating a telephone connection between a subscriber and a destination entity, through an interactive telephone menu, the system comprising:

a menu presenter configured to present to the subscriber, in visual form, a set of menu options offered by the interactive telephone menu;

a menu navigator configured to navigate the interactive telephone menu according to a series of menu options specified by the subscriber, wherein said series of menu options corresponds to the destination entity; and

a call server configured to establish a telephone connection between the subscriber and the destination entity.

44. The system of claim 43, further comprising:

a menu parser configured to navigate the interactive telephone menu to learn said set of menu options.

45. The system of claim 44, wherein one of said menu navigator and said menu parser comprises the other.

46. The system of claim 44, wherein said menu parser receives said set of menu options in audio form.

47. The system of claim 46, further comprising:

a translator configured to translate said menu options from said audio form into said visual form.

48. The system of claim 43, wherein said visual form comprises text.

49. The system of claim 43, wherein said call server establishes said telephone connection by:

establishing a call between the system and the interactive telephone menu, wherein said menu navigator navigates the interactive telephone menu through said call; and

coupling the subscriber to said call.

50. The system of claim 49, wherein the subscriber is coupled to said call after the entity answers said call.

51. The system of claim 49, further comprising:

a prompter configured to prompt the entity to issue a signal to the system;

wherein said call server couples the subscriber to said call after said signal is received from the entity.