Method and apparatus for automatic telephone menu navigation

Details Method and apparatus for automatic telephone menu navigation Method and apparatus for automatic telephone menu navigation

2008-01-08

2008-01-08

Gauthier, Gerald (Department: 2614)

Telephonic communications

Audio message storage, retrieval, or synthesis

Interacting voice message systems

C379S088130, C704S270100

Reexamination Certificate

active

07317789

ABSTRACT:
Principles of the present invention provide techniques for automatically navigating through a telephone menu system. Illustrative techniques of the invention permit a user of a telephone menu system (e.g., IVR system) to record operations needed to navigate to a particular point in a menu tree of the telephone menu system and to either gather information or perform a transaction at that menu point. The information or transaction status may be reported to the user. Part of the act of training may be the association of a command with the navigation operations, after which the automated telephone menu navigation system of the invention will repeat the procedure, in correct synchrony with the telephone menu service, when the user says the command. In addition, the techniques of the invention detect failure or loss of synchronization or changes in the telephone menu.

REFERENCES:
patent: 5719921 (1998-02-01), Vysotsky et al.
patent: 5737393 (1998-04-01), Wolf
patent: 6016336 (2000-01-01), Hanson
patent: 6504917 (2003-01-01), Flint et al.
patent: 2001/0014146 (2001-08-01), Beyda et al.
patent: 2004/0179659 (2004-09-01), Byrne et al.
patent: 0 827 320 (1998-03-01), None
patent: WO 97/23973 (1997-07-01), None

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