Navigation of interactive voice response application using a wireless communications device graphical user interface

• US 7,092,738 B2
• Filed: 12/20/2002
• Issued: 08/15/2006
• Est. Priority Date: 12/20/2002
• Status: Active Grant

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Creamer, Thomas E., Moore, Victor S., Davis, Brent L., Jaiswal, Peeyush
• Primary Examiner(s): MOE, AUNG SOE
• Application Number:
  US10/324,955
• Publication Number:
  US 20040121814A1
• Time in Patent Office: 1,334 Days
• Field of Search: 455/566, 455/563, 455/556.1, 455/414.1, 455/406, 455/408, 455/550.1, 455/466, 455/456.1, 455/456.3, 455/1, 379/93.23, 379/114.05, 379/201.02, 379/201.01, 379/93.17, 379/88.13, 704/270.1, 704/275, 705/26, 705/15, 709/224
• US Class Current: 455/563
• CPC Class Codes: H04M 1/7243 with interactive means for internal management of messages
• CPC Class Codes: H04M 1/72469 for operating the device by selecting functions from two or more displayed items, e.g. menus or icons
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 2250/22 including a touch pad, a touch sensor or a touch detector
• 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

Abstract

A method and machine readable storage for facilitating communications between a user and an interactive voice response (IVR) application. The method includes the step of configuring to be displayed on a wireless communications device having a graphical user interface (GUI) at least one menu which includes user selectable options correlating to available IVR options. Responsive to a communications link being established between the wireless communications device and the IVR application, the menu is forwarded to the wireless communications device for presentation to the user on the GUI. A user selection is received via the GUI and an IVR operation is performed corresponding to the menu selection.

Claims

1. A method for facilitating communications between a user and an interactive voice response (IVR) application comprising the steps:

determining a region from which said user is calling;

configuring to be displayed on a wireless communications device having a graphical user interface (GUI) at least a portion of a menu comprising user selectable IVR options;

responsive to a communications link being established between said wireless communications device and said IVR application;

presenting communication extentions in said menu with links corresponding to a language of said region;

forwarding said menu to said wireless communications device for presentation to said user on said GUI;

receiving a user menu selection via said GUI; and

performing an IVR operation corresponding to said menu selection.

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

disconnecting said communication link after said menu is received by said wireless communication device; and

reestablishing said communication link after said user has made said menu selection.

3. The method according to claim 1, wherein said performing step further comprises connecting an IVR end of said communications link to a communication extension.

4. The method according to claim 1, wherein said configuring step further comprises dynamically configuring said menu based at least in part upon available user information.

5. The method according to claim 4, wherein said configuring step further comprises dynamically configuring said menu based at least in part upon available system information.

6. The method according to claim 1, wherein said menu is a hierarchical menu.

7. The method according to claim 1, wherein said wireless communications device is a personal digital assistant.

8. The method according to claim 1, wherein said GUI comprises a touch screen.

9. The method according to claim 1, wherein said user menu selection is made using at least one of a stylus and a human appendage.

10. The method according to claim 1, further comprising the step of providing within said menu an indication of IVR options which are currently unavailable.

11. The method according to claim 1, further comprising the step of removing IVR options which are currently unavailable from said menu.

12. The method according to claim 1, further comprising the step of said IVR application providing a response to said wireless communications device upon the occurrence of an improper user selection.

13. A machine-readable storage having stored thereon, a computer program having a plurality of code sections, said code sections executable by a machine for causing the machine to perform the steps of:

determining a region from which said user is calling;

configuring to be displayed on a wireless communications device having a graphical user interface (GUI) at least a portion of a menu comprising user selectable IVR options;

responsive to a communications link being established between said wireless communications device and said IVR application;

presenting communication extentions in said menu with links corresponding to a language of said region;

forwarding said menu to said wireless communications device for presentation to said user on said GUI;

receiving a user menu selection via said GUI; and

performing an IVR operation corresponding to said menu selection.

14. The machine-readable storage of claim 13, further comprising the steps:

disconnecting said communication link after said menu is received by said wireless communication device; and

reestablishing said communication link after said user has made said menu selection.

15. The machine-readable storage of claim 13, wherein said performing step further comprises connecting an IVR end of said communications link to a communication extension.

16. The machine-readable storage of claim 13, wherein said configuring step further comprises dynamically configuring said menu based at least in part upon available user information.

17. The machine-readable storage of claim 13, wherein said configuring step further comprises dynamically configuring said menu based at least in part upon available system information.

18. The machine-readable storage of claim 13, wherein said menu is a hierarchical menu.

19. The machine-readable storage of claim 13, wherein said wireless communications device is a personal digital assistant.

20. The machine-readable storage of claim 13, wherein said GUI comprises a touch screen.

21. The machine-readable storage of claim 13, wherein said user menu selection is made using at least one of a stylus and a human appendage.

22. The machine-readable storage of claim 13, further comprising the step of providing within said menu an indication of IVR options which are currently unavailable.

23. The machine-readable storage of claim 13, further comprising the step of removing IVR options which are currently unavailable from said menu.

24. The machine-readable storage of claim 13, further comprising the step of said IVR application providing a response to said wireless communications device upon the occurrence of an improper user selection.