Sequential presentation of long instructions in an interactive voice response system
First Claim
1. A method of presenting instructions to a user sending an incoming communication to a service center, comprising:
- presenting a menu comprising a plurality of procedure descriptors to the user;
presenting to the user, according to a selection of one of the plurality of procedure descriptors by the user, a sequence of instructions which enable completion of a procedure described by the selected procedure descriptor;
transferring the incoming communication at a position in the sequence of instructions to a representative; and
transferring the incoming communication back to the same position in the sequence of instructions.
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Abstract
A method of presenting instructions to a user sending an incoming communication to a service center includes presenting a menu to the user. The menu includes a plurality of procedure descriptors to the user. The user is presented, according to a selection of one of the procedure descriptors by the user, a sequence of instructions which enable completion of a procedure described by the selected procedure descriptor. The incoming communication is transferred at a position in the sequence of instructions to a representative. The incoming communication is also transferred back to the same position in the sequence of instructions.
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Citations
20 Claims
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1. A method of presenting instructions to a user sending an incoming communication to a service center, comprising:
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presenting a menu comprising a plurality of procedure descriptors to the user; presenting to the user, according to a selection of one of the plurality of procedure descriptors by the user, a sequence of instructions which enable completion of a procedure described by the selected procedure descriptor; transferring the incoming communication at a position in the sequence of instructions to a representative; and transferring the incoming communication back to the same position in the sequence of instructions. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A method of presenting instructions to a user sending an incoming communication to a service center, comprising:
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presenting a menu including a plurality of procedure descriptors to the user; presenting to the user, according to a selection of one of the plurality of procedure descriptors by the user, a sequence of instructions which each identify a task to be performed by the user that is distinct from interaction with the service center; and automatically pausing the sequence of instructions after each instruction for a predetermined amount of time so as to permit the user to perform the task identified in the instruction. - View Dependent Claims (10, 11, 12, 13)
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14. A method of presenting instructions to a user sending an incoming communication to a service center, comprising:
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presenting a menu including a plurality of procedure descriptors to the user; presenting to the user, according to a selection of one of the plurality of procedure descriptors by the user, a sequence of instructions which each identify one of a plurality of tasks, distinct from interaction with the service center, that collectively constitute the procedure and that are to be performed by the user; and querying the user after each instruction as to whether the user has performed the task identified in the instruction. - View Dependent Claims (15, 16, 17, 18, 19, 20)
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Specification