Method for redirecting a calling phone from an interactive response system to a destination phone

• US 20030133548A1
• Filed: 01/17/2002
• Published: 07/17/2003
• Est. Priority Date: 01/17/2002
• Status: Abandoned Application

• Current Assignee: Lucent Technologies, Inc. (Nokia Corporation)
• Original Assignee: Lucent Technologies, Inc. (Nokia Corporation)
• Inventors: Martin, Ronald Bruce, Lee, Anne Yin-Fee
• Application Number:
  US10/047,647
• Publication Number:
  US 20030133548A1
• Time in Patent Office: Days
• US Class Current: 379/93.17
• 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 3/4933 with operator assistance
• CPC Class Codes: H04M 7/0036 where the data service is an information service
• CPC Class Codes: H04M 7/0057 Services where the data services network provides a telephone service in addition or as an alternative, e.g. for backup purposes, to the telephone service provided by the telephone services network
• CPC Class Codes: H04M 7/123 where the packet-switched network is an Internet Protocol Multimedia System-type network
• CPC Class Codes: H04M 7/1235 where one of the core networks is a wireless network
• CPC Class Codes: H04M 7/126 Interworking of session control protocols
• CPC Class Codes: H04M 7/1295 Details of dual tone multiple frequency signalling

Abstract

The present invention provides a text-based interactive response system and a method for redirecting a calling phone from the interactive response system to a destination phone. The communication system receives a request at the interactive response system from the calling phone. If the calling phone is capable of processing IP data, the communication system sends a text-based menu interface to the calling phone. The calling phone can also send a menu response to the communication system. The menu response indicates a menu selection associated with a destination phone. The communication system receives the menu response from the calling phone and redirects the calling phone to the customer service representative chosen by the calling phone.

Claims

1. A method for redirecting a calling phone from an interactive response system to a destination phone, the method comprising:

receiving a request at the interactive response system from the calling phone;

determining if the calling phone is capable of processing IP data;

if the calling phone is capable of processing IP data, sending a text-based menu interface to the calling phone;

receiving a menu response from the calling phone, the menu response indicating a menu selection associated with a destination phone; and

redirecting the calling phone to the destination phone.

2. A method for redirecting a calling phone from an interactive response system to a destination phone in accordance with claim 1, wherein the request includes an indicator that the calling phone is capable of processing a text-based menu interface.

3. A method for redirecting a calling phone from an interactive response system to a destination phone in accordance with claim 2, wherein the step of determining if the calling phone is capable of processing IP data comprises checking the indicator.

4. A method for redirecting a calling phone from an interactive response system to a destination phone in accordance with claim 1, wherein the step of determining if the calling phone is capable of processing IP data comprises determining if the calling phone can process HTML (HyperText Markup Language) messages.

5. A method for redirecting a calling phone from an interactive response system to a destination phone in accordance with claim 1, wherein the step of determining if the calling phone is capable of processing IP data comprises determining if the calling phone can process Wireless Application Protocol (WAP) messages.

6. A method for redirecting a calling phone from an interactive response system to a destination phone in accordance with claim 1, wherein the step of sending a text-based menu interface comprises sending an HTML (HyperText Markup Language) message.

7. A method for redirecting a calling phone from an interactive response system to a destination phone in accordance with claim 1, wherein the step of sending a text-based menu interface comprises sending a Wireless Application Protocol (WAP) message.

8. A method for redirecting a calling phone from an interactive response system to a destination phone in accordance with claim 1, wherein the calling phone is a wireline phone.

9. A method for redirecting a calling phone from an interactive response system to a destination phone in accordance with claim 1, wherein the calling phone is a softphone running on a computer.

10. A method for redirecting a calling phone from an interactive response system to a destination phone in accordance with claim 1, wherein the calling phone is a wireless phone.

11. A method for redirecting a calling phone from an interactive response system to a destination phone in accordance with claim 1, wherein the calling phone is a Personal Digital Assistant (PDA).

12. A method for redirecting a calling phone from an interactive response system to a destination phone in accordance with claim 1, wherein the calling phone is a pen tablet.

13. A method for redirecting a calling phone from an interactive response system to a destination phone in accordance with claim 1, wherein the calling phone is a web pad.

14. A method for redirecting a calling phone from an interactive response system to a destination phone in accordance with claim 1, wherein the request utilizes a first connection, wherein the step of redirecting the calling phone to the destination name comprises initiating a second connection between the calling phone and the destination name.

15. A method for redirecting a calling phone from an interactive response system to a destination phone in accordance with claim 14, wherein the step of initiating a second connection between the calling phone and the destination name comprises initiating a second connection between the calling phone and the destination name having a different Quality of Service (QoS) than the first connection.

16. A method for redirecting a calling phone from an interactive response system to a destination phone in accordance with claim 15, wherein the QoS is higher for the second connection than the first connection.

17. A method for redirecting a calling phone from an interactive response system to a destination phone in accordance with claim 15, wherein the QoS for the second connection is sufficient to support voice.