Intelligent voice response system with navigator database

• US 6,788,770 B1
• Filed: 03/27/2003
• Issued: 09/07/2004
• Est. Priority Date: 03/27/2003
• Status: Expired due to Term

• Current Assignee: T-Mobile Innovations LLC (Deutsche Telekom AG)
• Original Assignee: Sprint Communications Company LP (Deutsche Telekom AG)
• Inventors: Satapathy, Durga Prasad, Xiao, Jinpeng, Cook, Fred S.
• Primary Examiner(s): WOO, STELLA L
• Application Number:
  US10/400,824
• Time in Patent Office: 530 Days
• Field of Search: 379/93.17, 379/93.25, 379/90.01, 379/100.01, 379/100.11, 379/88.13, 379/88.17, 379/93.24, 379/100.08, 370/352
• US Class Current: 379/100.01
• CPC Class Codes: H04L 12/2854 Wide area networks, e.g. public data networks

Abstract

An intelligent voice response (IVR) unit coupled to a public switched telephone network provides predetermined services to a user according to an IVR menu having navigational paths to the predetermined services. The user provides selection signals to the IVR unit via a corresponding telephone call in the public switched telephone network to access the predetermined services. A navigator database stores menu definitions of respective navigational paths and is responsive to a request from the user to provide a digital representation of at least one of the navigational paths. The request identifies a desired navigational path, a desired format for the digital representation, and a destination for delivering the digital representation. An electronic delivery system transmits the digital representation in the desired format to the destination independently of the telephone call.

Claims

1. Apparatus comprising:

an intelligent voice response (IVR) unit for coupling to a public switched telephone network and providing predetermined services to a user according to an IVR menu having navigational paths to said predetermined services, said user providing selection signals to said IVR unit exclusively via a corresponding telephone call in said public switched telephone network to access said predetermined services;

a navigator database storing menu definitions of respective navigational paths, said navigator database responsive to a request from said user to provide a digital representation of at least one of said navigational paths, said request identifying a desired navigational path, a desired format for said digital representation, and a destination for delivering said digital representation; and

an electronic delivery system for transmitting said digital representation in said desired format to said destination independently of said user accessing said predetermined services.

2. The apparatus of claim 1 wherein said predetermined services include a navigator service for creating and transmitting said request to said navigator database.

3. The apparatus of claim 1 wherein said request is transmitted to said navigator database via a public data network.

4. The apparatus of claim 1 wherein said electronic delivery system comprises a facsimile machine for sending said digital representation as a facsimile transmission of a graphic file.

5. The apparatus of claim 1 wherein said electronic delivery system comprises a public data network.

6. The apparatus of claim 5 wherein said electronic delivery system comprises an e-mail system, wherein said destination comprises an e-mail address of said requesting user, and wherein said digital representation is transmitted within an e-mail message sent to said e-mail address.

7. The apparatus of claim 5 wherein said destination comprises an IP address of said requesting user within said public data network and wherein said digital representation is transmitted to said IP address within an electronic file readable by a browser application.

8. The apparatus of claim 1 wherein said request includes a scheduled event time for delivering said digital representation from said navigator database to said destination.

9. The apparatus of claim 1 further including a scheduler for scheduling said transmission of said digital representation by said electronic delivery system to said destination.

10. The apparatus of claim 1 wherein said navigator database detects when at least one of said menu definitions has been updated and automatically initiates a transmission of an updated digital representation to said user according to a preconfigured desired format and a preconfigured destination.

11. The apparatus of claim 10 further comprising a user database identifying subscribed users and corresponding navigation paths, each of said subscribed users receiving said updated digital representation whose identified navigation paths match said updated menu definitions.

12. The apparatus of claim 1 further comprising a user database identifying access authorization to said navigational paths for respective subscribed users, and wherein said request is compared with a respective access authorization for said user to determine whether to provide said identified digital representation.

13. A method for facilitating access to predetermined services via an intelligent voice response (IVR) unit coupled to a public switched telephone network, said method comprising the steps of:

configuring said IVR unit to provide an IVR menu having navigational paths to said predetermined services for accessing by a user, said user providing selection signals exclusively within a telephone call established via said public switched telephone network;

storing menu definitions of respective navigational paths in a navigator database;

said user initiating a request to said navigator database to provide a digital representation of at least one of said navigational paths, said request identifying at least one desired navigational path, a desired format for said digital representation, and a destination for delivering said digital representation;

generating said digital representation in response to said desired navigational path and said desired format; and

electronically transmitting said digital representation to said destination independently of said user accessing said predetermined services.

14. The method of claim 13 wherein said predetermined services include a navigator service for creating and transmitting said request to said navigator database, said request being initiated during a telephone call to said IVR unit.

15. The method of claim 13 wherein said request is transmitted to said navigator database via a public data network.

16. The method of claim 13 wherein said transmitting step comprises sending said digital representation as a facsimile transmission within said public switched telephone network of a graphic file.

17. The method of claim 13 wherein said destination comprises an email address of said user within a public data network, and wherein said transmitting step comprises sending said digital representation within an e-mail message sent to said e-mail address.

18. The method of claim 13 wherein said destination comprises an IP address of said requesting user within a public data network, and wherein said transmitting step comprises sending said digital representation to said IP address within an electronic file readable by a browser application.

19. The method of claim 13 wherein said request includes a scheduled event time for delivering said digital representation from said navigator database to said destination.

20. The method of claim 13 further comprising the step of scheduling said transmission of said digital representation to said destination.

21. The method of claim 13 further comprising the steps of:

said navigator database detecting when at least one of said menu definitions has been updated; and

automatically initiating a transmission of an updated digital representation to said user according to a reconfigured desired format and a preconfigured destination.

22. The method of claim 21 further comprising the step of configuring a user database identifying subscribed users and corresponding navigation paths, each of said subscribed users receiving said updated digital representation whose identified navigation paths match said updated menu definitions.

23. The method of claim 13 further comprising the steps of:

configuring a user database identifying access authorization to said navigational paths for respective subscribed users; and

comparing said request with a respective access authorization for said user to determine whether to provide said digital representation.

24. Apparatus comprising:

an intelligent voice response (IVR) unit for coupling to a public switched telephone network and providing predetermined services to a user according to an IVR menu having navigational paths to said predetermined services, said user providing selection signals to said IVR unit via a corresponding telephone call in said public switched telephone network to access said predetermined services;

a navigator database storing menu definitions of respective navigational paths, said navigator database responsive to a request from said user to provide a digital representation of at least one of said navigational paths, said request identifying a desired navigational path, a desired format for said digital representation, and a destination for delivering said digital representation, wherein said navigator database detects when at least one of said menu definitions has been updated and automatically initiates a transmission of an updated digital representation to said user according to a preconfigured desired format and a preconfigured destination;

an electronic delivery system for transmitting said digital representation in said desired format to said destination independently of said telephone call; and

a user database identifying subscribed users and corresponding navigation paths, each of said subscribed users receiving said updated digital representation whose identified navigation paths match said updated menu definitions.

25. A method for facilitating access to predetermined services via an intelligent voice response (IVR) unit coupled to a public switched telephone network, said method comprising the steps of:

configuring said IVR unit to provide an IVR menu having navigational paths to said predetermined services for accessing by a user, said user providing selection signals within a telephone call established via said public switched telephone network;

storing menu definitions of respective navigational paths in a navigator database;

said user initiating a request to said navigator database to provide a digital representation of at least one of said navigational paths, said request identifying at least one desired navigational path, a desired format for said digital representation, and a destination for delivering said digital representation;

generating said digital representation in response to said desired navigational path and said desired format;

electronically transmitting said digital representation to said destination independently of said telephone call;

said navigator database detecting when at least one of said menu definitions has been updated;

configuring a user database identifying subscribed users and corresponding navigation paths, so that each of said subscribed users can receive said updated digital representation whose identified navigation paths match said updated menu definitions;

automatically initiating a transmission of an updated digital representation to said user according to a preconfigured desired format and a preconfigured destination.