Selective voice menu system

• US 5,818,908 A
• Filed: 11/05/1996
• Issued: 10/06/1998
• Est. Priority Date: 11/05/1996
• Status: Expired due to Term

• Current Assignee: AT&T Corporation (AT&T, Inc.)
• Original Assignee: AT&T Corporation (AT&T, Inc.)
• Inventors: Kaplan, Alan Edward
• Primary Examiner(s): Hong, Harry S.
• Application Number:
  US08/740,932
• Time in Patent Office: 700 Days
• Field of Search: 379/213, 379/214, 379/233, 379/244, 379/243, 379/67, 379/88, 379/89
• US Class Current: 379/88.21
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/42102 Making use of the called party identifier
• CPC Class Codes: H04M 3/487 Arrangements for providing information services, e.g. recorded voice services or time announcements
• 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 3/533 Voice mail systems

Abstract

A selective menu system which enables callers to enter a voice or other menu hierarchy at different levels is presented. Groups of customers are assigned access numbers, which is forwarded into the system as called-number identification, along with other call information. The system discriminates desired voice menu services, according to the assigned called-number information and translates the user'"'"'s entry into the voice menu presentation hierarchy, to an entry point appropriate for their desired service. Illustratively, banking customers with an interest in securities transactions can enter the overall bank menu specifically at the level relating to the securities activity.

Claims

1. A selective menu system for distributing user transactions by a plurality of user access groups, each of the groups having a corresponding access number within a menu hierarchy, comprising:

a communications network, operatively couplable to the plurality of user groups; and

a menu selector, operatively connected to the communications network, receiving call information from individual users of the user groups including at least the access number as called-number identification, the access number for each of the user groups being mapped to a single physical line, the menu selector presenting a plurality of menu levels, and the menu selector selectively entering the menu at a level discriminated by the call information.

2. A selective menu system according to claim 1, wherein the menu selector comprises a look up table associating called-number identification with menu level information.

3. A selective menu system according to claim 2, wherein the menu levels are grouped in hierarchical trees, and the call information discrimination permits each user and user group to bypass at least the first menu level, based on access number.

4. A selective menu system according to claim 3, wherein the call information further comprises caller ID information, date and time information, and the call information is recorded in a call transaction file.

5. A selective menu system according to claim 1, wherein the access numbers for each of the user groups is mapped to a single physical line or to a hunt group.

6. A selective menu system according to claim 3, wherein different of each of the user groups can bypass different numbers of levels in the menu system, based on access number.

7. A selective menu system according to claim 3, wherein different of each of the user groups can bypass part of the menu within a given menu level.

8. A selective menu system according to claim 1, wherein each of the access numbers is associated with a unique menu.

9. A method of distributing user transactions within a menu hierarchy, comprising the steps of:

a) allocating an access number to each of a plurality of user groups, each access number being mapped to a single physical line;

b) receiving an incoming communication access from a user within a user group;

c) registering the access number used by the user; and

d) selectively entering a menu hierarchy at a level discriminated by the access number registered in step (c).

10. A method of distributing user transactions according to claim 9, further comprising the step of accessing a look up table associating call to-number identification with menu level information.

11. A method of distributing user transactions according to claim 10, further comprising a step of grouping menu levels into hierarchical trees, and the call information discrimination permits each user and user group to bypass at least the first menu level based on access number.

12. A method of distributing user transactions according to claim 11, wherein the call information comprises caller ID information, date and time information, and the method further comprises the step of recording the call information in a call transaction file.

13. A method of distributing user transactions according to claim 10, wherein different of each of the user groups can bypass different numbers of levels in the menu system, based on access number.

14. A method of distributing user transactions according to claim 9, wherein the step of allocating an access number comprises the step of relating the single physical access line to a hunt group.

15. A selective menu system according to claim 11, wherein different of each of the user groups can bypass part of the menu within a given menu level.

16. A method of distributing user transactions according to claim 9, wherein each of the access numbers is associated with a unique menu.