System and method for externally mapping an Interactive Voice Response menu
AssigneeFonCloud, Inc.
InventorsShai Berger, Jason P. Bigue
Life of this patent
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Abstract
An interactive voice response mapping system (IVRMS) is used in a transaction between a waiting party and a queuing party, with the queuing party having a queuing calling system (QCS), and the IVRMS adapted to communicate with the QCS and to build an IVR map of the QCS.
Claims16
An interactive voice response mapping system (IVRMS) used in a transaction between a waiting party and a queuing party, the queuing party having a queuing calling system (QCS), the IVRMS adapted to communicate with the QCS via at least one of DTMF tones, voice cues, and software commands to extract navigational information from the QCS and at least partially generate an IVR map of the QCS, wherein the IVRMS is adapted to perform an IVR map validation by connecting with the QCS and issuing appropriate commands to reach nodes in the IVR map, and wherein the IVRMS designates at least one queuing party as having a frequently changing QCS and performs frequent IVR map validation for the at least one queuing party.
A method used in a transaction between a waiting party and a queuing party, the queuing party having a queuing calling system (QCS), the method comprising:
- communicating with the QCS using at least one of DTMF tones, voice cues, and software commands to extract navigational information from the QCS and at least partially generate an IVR map of the QCS;
- performing an IVR map validation by connecting with the QCS and issuing the appropriate commands to reach nodes in the map;
- designating at least one queuing party as having a frequently changing QCS;
- and
- performing frequent IVR map validation for the at least one queuing party.
Dependencies are inferred from the claim text.