Dynamically alerting callers of changes to menu structures in a telephone prompting system

• US 20060104424A1
• Filed: 11/12/2004
• Published: 05/18/2006
• Est. Priority Date: 11/12/2004
• Status: Active Grant

• Current Assignee: Google LLC (Alphabet Inc.)
• Original Assignee: International Business Machines Corporation
• Inventors: Lewis, James R., Sadowski, Wallace J.
• Granted Patent: US 7,346,153 B2
• Time in Patent Office: Days
• US Class Current: 379/88.160
• CPC Class Codes: H04M 2201/36 Memories
• CPC Class Codes: H04M 2203/254 where the visual mode comprises menus
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• 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 3/53391 dependent on calling party

Abstract

A method, system and apparatus for dynamically alerting calling parties of menu structure changes in a telephone prompting system. In a telephone prompting system, a menu structure change alert method can include determining whether a menu structure change has occurred for the telephone prompting system in response to the receipt of an incoming call from a calling party. Subsequently, the calling party can be selectively alerted of the menu structure change. In this regard, an alert message can be played to the calling party.

Claims

1. In a telephone prompting system, a menu structure change alert method comprising the steps of:

responsive to the receipt of an incoming call from a calling party, determining whether a menu structure change has occurred for the telephone prompting system; and

,

selectively alerting said calling party of said menu structure change.

2. The method of claim 1, wherein said step of selectively alerting said calling party comprises the steps of:

identifying said calling party;

retrieving a set of call statistics for said identified calling party; and

,

providing an alert to said calling party only if permitted by said call statistics.

3. The method of claim 1, wherein said step of selectively alerting said calling party comprises the step of selectively playing an alert message to said calling party.

4. The method of claim 2, further comprising the step of withholding said alert if an alert is not permitted by said call statistics.

5. A call processing system comprising:

a telephone prompting system having a menu structure;

call statistics storage configured to store call statistics for callers; and

,

dynamic alerting logic configured for coupling to said telephone prompting system and said call statistics storage to selectively alert callers of changes to said menu structure based upon call statistics for said callers stored in said call statistics storage.

6. A machine readable storage having stored thereon a computer program for dynamically alerting calling parties of menu structure changes in a telephone prompting system, the computer program comprising a routine set of instructions which when executed by a machine cause the machine to perform the steps of:

responsive to the receipt of an incoming call from a calling party, determining whether a menu structure change has occurred for the telephone prompting system; and

,

selectively alerting said calling party of said menu structure change.

7. The machine readable storage of claim 6, wherein said step of selectively alerting said calling party comprises the steps of:

identifying said calling party;

retrieving a set of call statistics for said identified calling party; and

,

providing an alert to said calling party only if permitted by said call statistics.

8. The machine readable storage of claim 6, wherein said step of selectively alerting said calling party comprises the step of selectively playing an alert message to said calling party.

9. The machine readable storage of claim 7, further comprising an additional set of instructions which when executed by the machine causes the machine to perform the additional step of withholding said alert if an alert is not permitted by said call statistics.