Method and system for personalizing an interactive interface

• US 6,870,910 B1
• Filed: 12/29/2000
• Issued: 03/22/2005
• Est. Priority Date: 10/30/2000
• Status: Expired due to Term

• Current Assignee: Avaya Incorporated
• Original Assignee: Nortel Networks Limited (Nortel Networks Corporation)
• Inventors: Bergman, Hans, Armstrong, Steven M.
• Primary Examiner(s): Tsang, Fan
• Assistant Examiner(s): ELAHEE, MD S
• Application Number:
  US09/753,335
• Time in Patent Office: 1,544 Days
• Field of Search: 379/88.22, 379/88.18, 379/67.1, 379/72, 379/76, 379/88.26, 379/88.21, 379/218.01, 358/1.15, 705/14
• US Class Current: 379/88.22
• CPC Class Codes: H04M 2203/25 related to user interface aspects of the telephonic communication service
• CPC Class Codes: H04M 3/42153 by subscriber

Abstract

A personalization server is accessible to users via a network including a LAN and the Internet. The personalization server maintains information about how to personalize a call/message management interface provided for managing the user'"'"'s calls and/or messages. A user can read web pages containing the information and provided by the personalization server at their own pace. Once they are satisfied that they understand what is expected of them, users follow a description on the web page that tells them the IVR phone number to call, and what code they should enter in order to record personalized prompts for call/message management options that are presented to incoming callers. The IVR which is used to accomplish the call/message management personalization is generic. It simply accepts option personalization access codes and then allows users to record something that matches the personalization code they have entered.

Claims

1. A method for allowing a user to provide personalized prompts associated with communication management options presented by a first interactive voice response service on behalf of the user, the first interactive voice response service for responding to calls to the user, the method comprising the steps of:

maintaining help information respectively associated with the communication management options on a device connected to the first interactive voice response service via the interface the help information for assisting the user in providing personalized prompts associated with the communication management options;

receiving an option selection from the user via a network interface;

retrieving the respective help information associated with the selected option, said help information including textual descriptions of the selected option for display on a graphic user interface;

providing the respective help information to the user via the network interface;

maintaining access codes respectively associated with the communication management options, the access codes for allowing the user to record personalized prompts via a second interactive voice response service, the second interactive voice response system for controlling how the first interactive voice response service responds to calls to the user,

retrieving the respective access code associated with the selected option; and

providing the respective access code to the user via the network interface.

2. A method according to claim 1, wherein the communication management options are indexed by user, the method further comprising the steps of:

receiving a user identification form the user via the network interface; and

retrieving a list of available communication management options associated with the user in absence with the received user identification;

wherein the help information providing step is performed in accordance with the received user identification.

3. An apparatus for allowing a user to provide personalized prompts associated with communication management options presented by a first interactive voice response service on behalf of the user, the apparatus comprising:

means for maintaining help information respectively associated with the communication management options on a device connected to the first interactive voice response service via the internet the help information for assisting the user in providing personalized prompts associated with the communication management options, said help information including textual descriptions of the selected option for display on a graphic user interface;

means for receiving an option selection from the user via a network interface;

means for retrieving the respective help information associated with the selected option;

means for providing the respective help information to the user via the network interface;

means for maintaining access codes respectively associated with the communication management options, the access codes for allowing the user to record personalized prompts via a second interactive voice response service, wherein the first interactive voice response service is for handling requests to the user, and the second interactive voice response service is for controlling how the first interactive voice response service handles requests to the user;

means for retrieving the respective access code associated with the selected option; and

means for providing the respective access code to the user via the network interface.

4. An apparatus according to claim 3, wherein the communication management options are indexed by user, the apparatus further comprising:

means for receiving a user identification from the user via the network interface; and

means for retrieving a list of available communication management options associated with the user in accordance with the received user identification,

wherein the help information providing means is operative in accordance with the received user identification.