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AssigneeMicrosoft Corporation
InventorsPhilip E. Fawcett, Christopher Blomfield-Brown, Clifford P. Strom
Estimating the term…
Interactive voice response systems (IVRS) are used as interfaces at a wide variety of support and information retrieval centers. A caller who contacts in IVRS-equipped support center can choose to have the voice information contained in the IVRS menus displayed graphically on the caller's communications terminal. The graphical display allows a caller to navigate up and down in the IVRS menus, skipping intermediate steps that would be required making responses to voice queries. In one embodiment the Hyper Text Markup Language (HTML) is used to produce the graphical display. The HTML data also contains a pre-defined protocol used to display IVRS menus. The graphical display of IVRS menus saves callers time, and displays IVRS information more quickly and thoroughly than could be done with voice. Graphical display of IVRS menus also saves support costs since a caller may find desired information without interaction with support center personal.
In a system having a first communications terminal coupled to a remote second communications terminal by a communications circuit, each communications terminal having a central processing unit coupled to a memory, the first communications terminal having one or more interactive voice response units, the second communications terminal having a display for visually outputting data signals, and an audio input/output device for inputting/outputting audio signals, a method of switching to use of visual data queries, comprising the steps of:
In a system having a first communications terminal coupled to a remote second communications terminal by a communications circuit, each communications terminal having a central processing unit coupled to a memory, the first communications terminal having one or more interactive voice response units, the second remote communications terminal having a display for visually outputting data signals, an audio input/output device for outputting audio signals, a method of choosing from a plurality of interactive voice response queries:
In a system having a first communications terminal coupled to a remote second communications terminal by a communications circuit, each communications terminal having a central processing unit coupled to a memory, the first communications terminal having one or more interactive voice response units, the second remote communications terminal having a display for visually outputting data signals, an audio input/output device for outputting audio signals, a method of choosing from a plurality of interactive voice response queries:
In a system having a first communications terminal coupled to a remote second communications terminal by a communications circuit, each communications terminal having a central processing unit coupled to a memory, the first communications terminal having one or more interactive voice response units, the second remote communications terminal having a display for visually outputting data signals, an audio input/output device for outputting audio signals, a method of choosing from a plurality of interactive voice response queries:
In a system having a first communications terminal coupled to a remote second communications terminal by a communications circuit, each communications terminal having a central processing unit coupled to a memory, the first remote communications terminal having one or more interactive voice response units, the second remote communications terminal having a display for visually outputting data signals, an audio input/output device, a method of completing automatic remote diagnosis of communications terminal problems comprising the steps of:
In a system having a first communications terminal coupled to a remote second communications terminal by a communications circuit, each communications terminal having a central processing unit coupled to a memory, the first communications terminal having one or more interactive voice response units, the second remote computer having a display for visually outputting data signals, a method of graphically displaying a plurality of interactive voice response queries comprising:
In a system having a first computer coupled to a remote second computer by a communications circuit, each computer having a central processing unit coupled to a memory, a display for visually outputting data signals, a speaker for outputting audio signals, the remote first computer having one or more interactive voice response units, the communication circuit allowing the transfer of both audio signals and data signals, a method of obtaining responses to a set of queries comprising the steps of:
In a system having a first computer coupled to a remote second computer by a communications circuit, each computer having a central processing unit coupled to a memory, a display for visually outputting data signals, a speaker for outputting audio signals, the remote first computer having one or more interactive voice response units, the communications circuit allowing the transfer of both audio signals and data signals over said communications circuit, a method of displaying a plurality of queries:
In a system having a first computer coupled to a remote second computer by a communications circuit, each computer having a central processing unit coupled to a memory, a display for visually outputting data signals, a speaker for outputting audio signals, the remote first computer having one or more interactive voice response units, the communications circuit allowing the transfer of both audio signals and data signals over said communications circuit, a method of completing automatic remote diagnosis of computer problems comprising the steps of:
A computer readable medium having stored therein instructions for causing a first computer to execute the following method:
A computer readable medium having stored therein instructions for causing a first computer to execute the following method:
A computer readable medium having stored therein instructions for causing a first computer to execute the following method:
Dependencies are inferred from the claim text.