Method and system for remotely controlling an interactive voice response system

• US 5,850,429 A
• Filed: 12/11/1996
• Issued: 12/15/1998
• Est. Priority Date: 12/11/1996
• Status: Expired due to Term

• Current Assignee: Lucent Technologies, Inc. (Nokia Corporation)
• Original Assignee: Lucent Technologies, Inc. (Nokia Corporation)
• Inventors: Joyce, Michael J., Ong, Ping-Wen, Warwick, Colin A., Ourmazd, Abbas
• Primary Examiner(s): Hunter, Daniel S.
• Application Number:
  US08/762,019
• Time in Patent Office: 734 Days
• Field of Search: 379/67, 379/88, 379/89, 379/93.17, 379/93.18, 379/93.19, 379/93.23, 379/93.25
• US Class Current: 379/88.1
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 2203/254 where the visual mode comprises menus
• CPC Class Codes: H04M 3/533 Voice mail systems

Abstract

A method and system for remotely controlling an interactive voice response (IVR) system. At least one command for controlling the IVR system is displayed using a graphical user interface based on locally stored information relating to a command menu for the IVR. When a command is selected from the display, a command sequence, that includes at least one DTMF tone, is generated that is related to each selected command. The command sequence also includes at least one DTMF tone that controls the IVR system to return to a higher level within the command menu when the command menu is hierarchical.

Claims

1. A method for controlling an interactive voice response system, comprising the steps of:

displaying at least one command for controlling an interactive voice response system;

receiving a selected command, the select command including voice-based information; and

generating a command sequence related to the received voice-based information, the command sequence including at least one DTMF tone.

2. The method according to claim 1, wherein the step of displaying includes the steps of:

locally storing information relating to a command menu for the interactive voice response system; and

generating a display of the at least one command based on the locally stored information.

3. The method according to claim 2, wherein the command menu for the interactive voice response system is non-hierarchical.

4. The method according to claim 2, wherein the command menu for the interactive voice response system is hierarchical.

5. The method according to claim 4, wherein the command sequence includes at least one DTMF tone for controlling the interactive voice response system to return to a higher hierarchical level within the command menu.

6. The method according to claim 1, further comprising the step of generating a call to a predetermined telephone number for the interactive voice response system prior to the step of displaying the at least one command;

and

wherein the step of displaying the at least one command is performed when a connection is established with the interactive voice response system.

7. The method according to claim 1, wherein the at least one command is displayed on a communication terminal display.

8. The method according to claim 1, further comprising the step of muting an audible output device before the step of generating the command sequence.

9. The method according to claim 1, further comprising the steps of:

receiving a command sequence termination signal;

generating a call to a predetermined telephone number for the interactive voice response system in response to the command sequence termination signal; and

transmitting the command sequence when the call establishes a connection to the interactive voice response system.

10. The method according to claim 9, wherein the at least one command is displayed on a communication terminal display.

11. The method according to claim 10, wherein selected graphical information is displayed on the communication terminal display.

12. The method according to claim 11, wherein the step of receiving a selected command includes the step of selecting the command using an input device.

13. An interactive voice response system remote control system, comprising:

a memory for storing information relating to a command menu of an interactive voice response system;

a display for displaying at least one command of an interactive voice response system based on the information stored in the memory;

an input device for selecting a command displayed on the display, the input device receiving voice-based information related to a selected command; and

a controller coupled to the memory and the display and being responsive to the voice-based information received by the input device by generating a command sequence related to the received voice-based information, the command sequence including at least one DTMF tone.

14. The system according to claim 13, wherein the command menu of the interactive voice response system is non-hierarchical.

15. The system according to claim 13, wherein the command menu of the interactive voice response system is hierarchical.

16. The system according to claim 15, wherein the command sequence includes at least one DTMF tone for controlling the interactive voice response system to return to a higher hierarchical level within the command menu.

17. The system according to claim 13, wherein the controller generates a call to a predetermined telephone number for the interactive voice response system in response to a predetermined command received from the input device.

18. The system according to claim 13, wherein selected graphical information is displayed on the display.

19. The system according to claim 18, wherein the input device includes a touchscreen on the display.

20. The system according to claim 18, wherein the input device includes a keyboard.

21. The system according to claim 18, wherein the input device is a microphone.

22. The system according to claim 18, wherein the input device includes a mouse.

23. The system according to claim 18, wherein the controller is responsive to a command sequence termination signal received by the input device by generating a call to a predetermined telephone number for the interactive voice response system and transmitting the command sequence to the interactive voice response system when a connection is established with the interactive voice response system.