METHOD AND APPARATUS FOR PROVIDING IVR SYSTEM REQUESTED DATA

• US 20110188644A1
• Filed: 01/29/2010
• Published: 08/04/2011
• Est. Priority Date: 01/29/2010
• Status: Active Grant

• Current Assignee: Malikie Innovations Limited (Key Patent Innovations Limited)
• Original Assignee: Blackberry Limited
• Inventors: Skinner, Cory Robert
• Granted Patent: US 8,494,126 B2
• Time in Patent Office: Days
• US Class Current: 379/88.04
• CPC Class Codes: H04M 1/64 Automatic arrangements for answering calls; Automatic arrangements for recording messages for absent subscribers; Arrangements for recording conversations centralised dictation systems H04M11/10
• 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
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends

Abstract

A method and electronic device for storing and transmitting response data in an interactive voice response (IVR) system session are provided. Response data, such as a credit card number, system access code or password may be stored in the device. During an IVR session, the response data may be selected, retrieved and transmitted to respond to an IVR request. Content protection may be used to control access to the response data and to allow access to the response data if an IVR session is established.

Claims

1. A method of providing response data in interactive voice response (IVR) system sessions by electronic devices, the method comprising:

storing response data in a memory of an electronic device;

establishing a voice call between the electronic device and an IVR system;

receiving, at the electronic device, a select response data command during an IVR session with the IVR system;

in response to the select response data command, retrieving the response data from the memory; and

transmitting the response data to the IVR system.

2. The method of claim 1 further comprising restricting access to the response data after termination of the IVR session.

3. The method of claim 1 wherein restricting access to the response data comprises applying content protection to the stored response data.

4. The method of claim 1 wherein termination of the IVR session occurs after a predetermined time period.

5. The method of claim 1 wherein the response data comprises at least one character selected from the group consisting of:

letters, numbers, typographic symbols, pause periods and wait periods.

6. The method of claim 5 wherein transmitting a wait period comprises:

displaying a prompt on a user interface;

receiving wait data;

detecting a terminate command; and

transmitting the response data and wait data to the IVR system.

7. The method of claim 1 wherein storing response data comprises recording a speech response and wherein transmitting response data comprises playing the speech response.

8. The method of claim 1 wherein the select response data command comprises displaying a list of one or more response data identifiers associated with the stored response data and receiving an input selecting a response data identifier.

9. The method of claim 8 wherein the select response data command further comprises displaying a list of one or more response data transmission formats and receiving a second input selecting a response data transmission format.

10. The method of claim 1 wherein transmitting response data comprises transmitting dual-tone multi-frequency (DTMF) data.

11. The method of claim 1 further including an action of detecting the IVR session and, in response to detecting the IVR session, enabling operation of the select response data command.

12. An electronic device for providing response data in interactive voice response (IVR) system sessions, comprising:

a voice communications interface;

a controller for controlling the operation of the electronic device;

a memory connected to the controller, for storing response data; and

the controller being configured to;

store the response data in the memory;

establish a voice call to an IVR system;

receive a select response data command;

retrieve the response data in response to receiving the select response data command; and

transmit the response data to the IVR system.

13. The electronic device of claim 12 wherein the electronic device is a mobile electronic device.

14. The electronic device of claim 12 wherein the controller is configured to restrict access to the response data until the voice call is established.

15. The electronic device of claim 12 wherein the controller is configured to restrict access to the response data upon termination of the IVR session.

16. The electronic device of claim 15 wherein termination of the IVR session comprises expiry of a predetermined time period.

18. The electronic device of claim 12 wherein the response data comprises at least one character selected from the group consisting of:

letters, numbers, typographic symbols, pause periods and wait periods.

19. The electronic device of claim 12 wherein the electronic device further comprises a user interface and the controller is configured, in order to transmit a wait period, to:

display a prompt on the user interface;

receive wait data;

detect a terminate command; and

transmit the response data and wait data to the IVR system.

17. The electronic device of 12 wherein the memory includes content protection.

20. A computer-readable storage medium in an electronic device having a voice communications interface for connecting to interactive voice response (IVR) systems, the medium having stored thereon computer-readable and computer-executable instructions, which, when executed by a processor, cause the electronic device to perform actions comprising:

storing response data in a memory of the electronic device;

establishing a voice call between the electronic device and an IVR system;

receiving, at the electronic device, a select response data command during an IVR session with the IVR system;

in response to the select response data command, retrieving the response data from the memory; and

transmitting the response data to the IVR system.