Method and system for timed interaction with an interactive...

Details Method and system for timed interaction with an interactive... Method and system for timed interaction with an interactive...

2011-04-26

2011-04-26

Anwah, Olisa (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S266030

Reexamination Certificate

active

07933400

ABSTRACT:
Provided are methods and systems associated with interactive voice response (“IVR”) systems that control the amount of time a user interacts with the system. According to the invention, an IVR system utilizes a timer or series of timers to determine how long a user has been interacting with the IVR system. When threshold events occur, the IVR system will analyze the status of the call and may switch the user to a predefined destination, such as to an operator queue, directly to a live operator, or to another designated navigation point in the IVR navigation structure. In this manner increasing the efficiency of manner in which the IVR system interacts with a caller.

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