Telephony signals containing an IVR decision tree

• US 20040120479A1
• Filed: 12/20/2002
• Published: 06/24/2004
• 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., Katz, Neil A., Jaiswal, Peeyush
• Granted Patent: US 7,215,743 B2
• Time in Patent Office: Days
• US Class Current: 379/88.22
• CPC Class Codes: H04M 2203/254 where the visual mode comprises menus
• CPC Class Codes: H04M 2203/355 Interactive dialogue design tools, features or methods
• 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 for receiving and presenting interactive voice response data can include sending a telephony connectivity request for establishing a voice channel connection between an originating device and a interactive voice response system. Prior to establishing the voice channel connection, an interactive voice response menu associated with said interactive voice response system can be received via a ringback channel. At least a portion the interactive voice response menu can be presented to a user of the originating device.

Claims

1. A method for receiving and presenting interactive voice response data comprising the steps of:

sending a telephony connectivity request for establishing a voice channel connection between an originating device and an interactive voice response system;

prior to establishing said voice channel connection, receiving an interactive voice response menu associated with said interactive voice response system via a ringback channel; and

,

presenting at least a portion said interactive voice response menu to a user of said originating device.

2. The method of claim 1, further comprising the step of:

providing a means for interactively navigating said interactive voice response menu of said presenting step.

3. The method of claim 2, further comprising the steps of:

disconnecting said originating device before said voice channel connection is established; and

,

storing said interactive voice response menu wherein said presenting step occurs after said disconnecting step.

4. The method of claim 2, further comprising performing said presenting and said providing steps by utilizing a presentation device communicatively linked to said originating device.

5. The method of claim 1, further comprising the steps of:

identifying a user-selected node of said interactive voice response menu; and

,

transmitting said user-selected node to said interactive voice response system.

6. The method of claim 5, further comprising the step of:

establishing said voice channel connection with said interactive voice response system, wherein said user-selected node is received via a CNG channel before said establishing step; and

,

navigating to a location within said interactive voice response system specified by said user-selected node.

7. The method of claim 5, further comprising the step of:

establishing said voice channel connection with said interactive voice response system, wherein said user-selected node is received after said establishing step; and

,

navigating to a location within said interactive voice response system specified by said user-selected node.

8. The method of claim 1, further comprising the step of:

prior to establishing said voice channel connection, conveying an interactive voice response option via a CNG channel.

9. A method for providing interactive voice response data to a telephony device comprising the steps of:

receiving a telephony connectivity request for establishing a voice channel connection between an originating device and an interactive voice response system, wherein said interactive voice response system contains an internal interactive voice response decision tree; and

,

prior to establishing said voice channel connection, transmitting an interactive voice response menu specifying at least a portion of said interactive voice response decision tree to said originating device via a ringback channel.

10. The method of claim 9, further comprising the step of:

dynamically generating said at least a portion of said interactive voice response menu.

11. The method of claim 9, further comprising the steps of:

accessing specific information based upon said originating device; and

,

modifying at least a portion of said interactive voice response menu based upon said specific information.

12. The method of claim 9, further comprising the step of:

prior to establishing said voice channel connection, terminating a connection with said originating device.

13. The method of claim 9, further comprising the steps of:

receiving a user-selected node specifying a node within said interactive voice response menu; and

,

responsively navigating to a location within said interactive voice response system specified by said user-selected node.

14. The method of claim 13, further comprising the step of:

establishing said voice channel connection between said originating device and said interactive voice response system, wherein said user-selected node is received via a CNG channel before said establishing step.

15. The method of claim 13, further comprising the step of:

establishing said voice channel connection between said originating device and said interactive voice response system, wherein said user-selected node is received after said establishing step.

16. The method of claim 9, further comprising the steps of:

prior to establishing said voice channel connection, receiving an interactive voice response option via a CNG channel.

17. The method of claim 16, further comprising the steps of:

responsive to information contained within said interactive voice response option, generating an option response; and

,

transmitting said option response to said originating device via a ringback channel prior to establishing said voice channel connection.

18. A system for providing telephony interactive voice response functions comprising:

an interactive voice response system communicatively linked to a telephony network, configured to send and receive digitally encoded pre-connection telephony signals specifying interactive voice response data.

19. The system of claim 18, wherein said interactive voice response system is a network element within said telephony network.

20. The system of claim 19, wherein said interactive voice response system is a switch independent application.

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

sending a telephony connectivity request for establishing a voice channel connection between an originating device and an interactive voice response system;

prior to establishing said voice channel connection, receiving an interactive voice response menu associated with said interactive voice response system via a ringback channel; and

,

presenting at least a portion said interactive voice response menu to a user of said originating device.

22. The machine readable storage of claim 21, further comprising the step of:

providing a means for interactively navigating said interactive voice response menu of said presenting step.

23. The machine readable storage of claim 22, further comprising the steps of:

disconnecting said originating device before said voice channel connection is established; and

,

storing said interactive voice response menu wherein said presenting step occurs after said disconnecting step.

24. The machine readable storage of claim 22, further comprising performing said presenting and said providing steps by utilizing a presentation device communicatively linked to said originating device.

25. The machine readable storage of claim 21, further comprising the steps of:

identifying a user-selected node of said interactive voice response menu; and

,

transmitting said user-selected node to said interactive voice response system.

26. The machine readable storage of claim 25, further comprising the step of:

establishing said voice channel connection with said interactive voice response system, wherein said user-selected node is received via a CNG channel before said establishing step; and

,

navigating to a location within said interactive voice response system specified by said user-selected node.

27. The machine readable storage of claim 25, further comprising the step of:

establishing said voice channel connection with said interactive voice response system, wherein said user-selected node is received after said establishing step; and

,

navigating to a location within said interactive voice response system specified by said user-selected node.

28. The machine readable storage of claim 21, further comprising the step of:

prior to establishing said voice channel connection, conveying an interactive voice response option via a CNG channel.

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

receiving a telephony connectivity request for establishing a voice channel connection between an originating device and an interactive voice response system, wherein said interactive voice response system contains an internal interactive voice response decision tree; and

,

prior to establishing said voice channel connection, transmitting an interactive voice response menu specifying at least a portion of said interactive voice response decision tree to said originating device via a ringback channel.

30. The machine readable storage of claim 29, further comprising the step of:

dynamically generating said at least a portion of said interactive voice response menu.

31. The machine readable storage of claim 29, further comprising the steps of:

accessing specific information based upon said originating device; and

,

modifying at least a portion of said interactive voice response menu based upon said specific information.

32. The machine readable storage of claim 29, further comprising the step of:

prior to establishing said voice channel connection, terminating a connection with said originating device.

33. The machine readable storage of claim 29, further comprising the steps of:

receiving a user-selected node specifying a node within said interactive voice response menu; and

,

responsively navigating to a location within said interactive voice response system specified by said user-selected node.

34. The machine readable storage of claim 33, further comprising the step of:

establishing said voice channel connection between said originating device and said interactive voice response system, wherein said user-selected node is received via a CNG channel before said establishing step.

35. The machine readable storage of claim 33, further comprising the step of:

establishing said voice channel connection between said originating device and said interactive voice response system, wherein said user-selected node is received after said establishing step.

36. The machine readable storage of claim 29, further comprising the steps of:

prior to establishing said voice channel connection, receiving an interactive voice response option via a CNG channel.

37. The machine readable storage of claim 36, further comprising the steps of:

responsive to information contained within said interactive voice response option, generating an option response; and

,

transmitting said option response to said originating device via a ringback channel prior to establishing said voice channel connection.