Using an interactive voice response apparatus

• US 9,948,771 B2
• Filed: 05/12/2014
• Issued: 04/17/2018
• Est. Priority Date: 10/19/2000
• Status: Expired due to Term

• Current Assignee: Peregrin Licensing LLC (Quest Patent Research Corporation)
• Original Assignee: Peter K. Trzyna
• Inventors: Delinsky, William John, Fish, Timothy James, Morency, Michael D., Walker, David Gary
• Primary Examiner(s): Hamilton, Lalita M
• Application Number:
  US14/275,026
• Publication Number:
  US 20140247930A1
• Time in Patent Office: 1,436 Days
• Field of Search: 705 35, 705 38
• CPC Class Codes: G06Q 40/00 Finance; Insurance; Tax strategies; Processing of corporate or income taxes
• CPC Class Codes: G06Q 40/02 Banking, e.g. interest calculation or account maintenance credit or loans G06Q40/03
• CPC Class Codes: G06Q 40/03 Credit; Loans; Processing thereof
• CPC Class Codes: G06Q 40/08 Insurance
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• 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 of using an interactive voice response system, the method including: from a trunk interface, receiving an inbound communication from a caller, the inbound communication received at the interactive voice response apparatus; at the interactive voice response apparatus, receiving a number associated with the inbound communication, the number indicative of a location of the caller; playing, as at least one interactive voice response by the interactive voice response apparatus, a recorded message to the caller; querying a memory containing call referral data for each of a plurality of services, using the number, to obtain a phone number for one of the services associated with the location of the caller, the querying carried out by the interactive voice response apparatus; and connecting, by the interactive voice response apparatus, the inbound communication to an outbound communication line to connect the caller with the phone number for the one of the services associated with the location of the caller.

Claims

1. A method of using an interactive voice response system, the method comprising:

from a trunk interface, receiving an inbound communication from a caller, the inbound communication received at the interactive voice response apparatus;

at the interactive voice response apparatus, receiving a number associated with the inbound communication, the number indicative of a location of the caller;

playing, as at least one interactive voice response by the interactive voice response apparatus, a recorded message to the caller;

querying a memory containing call referral data for each of a plurality of services, using the number, to obtain a phone number for one of the services associated with the location of the caller, the querying carried out by the interactive voice response apparatus; and

connecting, by the interactive voice response apparatus, the inbound communication to an outbound communication line to connect the caller with the phone number for the one of the services associated with the location of the caller.

2. The method of claim 1, wherein the number is a phone number of the caller.

3. The method of claim 2, further comprising identifying the number by using automated number identification.

4. The method of claim 1, wherein the receiving from the trunk interface comprises receiving the inbound communication from a toll free number.

5. The method of claim 4, wherein the connecting comprises directing membership services organization call referrals.

6. The method of claim 1, wherein the phone number is a phone number for a credit counseling agency, a debt consolidation or loan refinancer, a bill-paying service, a lender, or a financial planner.

7. The method of claim 1, wherein the number is a credit card number of the caller.

8. The method of claim 1, further comprising producing and storing, initiated by interactive voice response apparatus, a record of the phone number of the caller and the service associated with the location of the caller.

9. The method of claim 1, wherein the operation of playing the recorded message to the caller comprises advising that a call may be monitored.

10. A method of using an interactive voice response system, the method comprising:

from a trunk interface, receiving an inbound communication from a caller, the inbound communication received at the interactive voice response apparatus;

receiving a number at the interactive voice response apparatus;

playing, as at least one interactive voice response by the interactive voice response apparatus, a recorded message to the caller;

attempting, by the interactive voice response apparatus, to identify a location of the caller from the number; and

routing, by the interactive voice response apparatus, the inbound communication to an outbound communication line, regardless of whether the location is identified, to connect the caller with a phone number of one of a plurality of services, wherein the routing is responsive to whether the location is identified, such that only if the location is identified, the routing is based at least in part on the location of the caller.

11. The method of claim 10, wherein the number is identified as a phone number of the caller.

12. The method of claim 11, further comprising identifying the number by using automated number identification.

13. The method of claim 10, wherein the receiving from the trunk interface comprises receiving the inbound communication from a toll free number.

14. The method of claim 10, wherein the phone number is a phone number for a credit counseling agency, a debt consolidation or loan refinancer, a bill-paying service, a lender, or a financial planner.

15. The method of claim 14, wherein the routing comprises directing membership services organization call referrals.

16. The method of claim 10, wherein the number is a credit card number of the caller.

17. The method of claim 10, further comprising producing and storing, initiated by interactive voice response apparatus, a record of the phone number of the caller and the service associated with the location of the caller.

18. The method of claim 10, wherein the operation of playing the recorded message to the caller comprises advising that a call may be monitored.

19. A method of using an interactive voice response system, the method comprising:

from a trunk interface, receiving an inbound communication from a caller, the inbound communication received at the interactive voice response apparatus;

at the interactive voice response apparatus, receiving a number associated with the inbound communication, the number indicative of a location of the caller;

playing, as at least one interactive voice response by the interactive voice response apparatus, a recorded message to the caller;

querying a memory containing call referral data for each of a plurality of services, using the number, to obtain a phone number for a service associated with the location of the caller, the querying carried out by the interactive voice response apparatus; and

providing, by the interactive voice response apparatus, a referral which allows the caller to communicate with the phone number for the service associated with the location of the caller.

20. The method of claim 19, wherein the number is a phone number of the caller.

21. The method of claim 20, further comprising identifying the number by using automated number identification.

22. The method of claim 19, wherein the receiving from the trunk interface comprises receiving the inbound communication from a toll free number.

23. The method of claim 19, wherein the phone number is a phone number for a credit counseling agency, a debt consolidation or loan refinancer, a bill-paying service, a lender, or a financial planner.

24. The method of claim 19, wherein the providing comprises directing membership services organization call referrals.

25. The method of claim 19, wherein the number is a credit card number of the caller.

26. The method of claim 19, further comprising producing and storing, initiated by interactive voice response apparatus, a record of the phone number of the caller and the service associated with the location of the caller.

27. The method of claim 19, wherein the operation of playing the recorded message to the caller comprises advising that a call may be monitored.