WO2012048749A1

WO2012048749A1 - Improved access to an interactive voice response system

Info

Publication number: WO2012048749A1
Application number: PCT/EP2010/065476
Authority: WO
Inventors: Sergio Rubio Lopez; Carlos Moreno Serrano
Original assignee: Telefonaktiebolaget L M Ericsson (Publ)
Priority date: 2010-10-14
Filing date: 2010-10-14
Publication date: 2012-04-19

Abstract

A method in a communications device, the wireless communications device having a voicemail account associated therewith, the method comprising: receiving at least one preference change via a user interface; receiving a command to configure a server via the user interface; calculating an instruction sequence based on the preference change received via the user interface; establishing communication with a voicemail server hosting the voicemail account; and sending the instruction sequence to the voicemail server.

Description

IMPROVED ACCESS TO AN INTERACTIVE

VOICE RESPONSE SYSTEM

Technical field

The present application relates to a method in a communications device, a communications device, and a computer-readable medium.

Background

Interactive Voice Response (IVR) is a technology that allows a computer to detect voice and dual-tone multi-frequency signaling (DTMF) keypad inputs. IVR technology is used extensively in telecommunications where it allows a user to access a third party database without the provision of a human operator. A user can access the third party database by dialing an

appropriate telephone number to access the respective IVR system and then interacting with the system using the telephone keypad or by speech recognition. Typically, a nested menu system is used whereby a user must navigate through several layers of menu systems in order to be able to locate an appropriate interface suitable for placing their specific query. The IVR system answers a user's telephone call with a pre-recorded message such as:

"Welcome to <company>'s customer service system. Please

listen carefully to the following options. Please dial 1 to change your details, for example if you are moving house. Please dial 2 if you would like to hear your account balance. Please dial 3 if you have recently placed an order and have a query. Please

dial 4 if you would like to place a new order. "

IVR systems can respond with pre-recorded or dynamically generated audio to further direct users on how to proceed. IVR systems can be used to control almost any function where the interface can be broken down into a series of simple menu choices. In telecommunications applications, such as customer support lines, an advantage of IVR systems is that they scale well to handle large call volumes. A problem with such systems is that a user typically has to listen to each option before identifying which number to dial. It is common for the menu system to be nested, requiring several rounds of a user listening to the available options and selecting the most relevant one before the user is able to make the enquiry they wish. This can take a significant amount of time, even for a simple query, and can be frustrating for a user if they end up in the wrong branch of the menu tree. Summary

There is provided a method in a communications device. The method comprises receiving a request via a user interface, and receiving a command to send the request via the user interface. The method comprises calculating an instruction sequence based upon the request. The method further comprises establishing communication with an interactive voice response system; and playing the instruction sequence to the interactive voice response system.

Accordingly, a user can input a request into the communications device, and the device will then access the IVR system and make the request on behalf of the user. The user interface incorporates some or all of the options available in the IVR system. The user interface may be a graphical user interface allowing the user to read the available options, which is quicker than having the available options read out, and allows a user to identify options of interest that he may not have known previously were available. The options in the user interface may be nested in a structure either the same as the IVR system or different to the IVR system. That is, options may be grouped according to the nesting of the IVR system, or options may be grouped in a different way more suited to the different user interface.

Once the instruction sequence has been played to the IVR system, the user interface may give a confirmation message to the user. There is provided a further method in a communications device, the wireless communications device having a voicemail account associated therewith. The method comprises receiving at least one preference change via a user interface, and receiving a command to configure a server via the user interface. The method comprises calculating an instruction sequence based on the preference change received via the user interface. The method further comprises establishing communication with a voicemail server hosting the voicemail account; and sending the instruction sequence to the voicemail server.

Accordingly, a user can update their voicemail settings quickly and easily without having to access the cumbersome IVR system. In some

embodiments a user may locally record a new personal greeting on their device using the user interface, in an "off-line" mode (i.e. without having established a connection with their voicemail's IVR system) and once satisfied with the greeting, they can instruct their communications device to connect to the voicemail system's IVR interface. The instruction sequence played to the IVR system will access the appropriate section for recording a new personal greeting, and, at an appropriate time, play back the locally recorded voice mail greeting for recording by the IVR system.

There is also provided a communications device comprising a user interface, a processor, and a transceiver. The user interface is arranged to receive a request, and is further arranged to receive a command to send the request. The processor is arranged to calculate an instruction sequence based on the request. The transceiver is arranged to establish communication with an interactive voice response system, and is further arranged to play the instruction sequence to the interactive voice response system. There is further provided a computer-readable medium, carrying instructions, which, when executed by computer logic, causes said computer logic to carry out any of the methods defined herein. Brief description of the drawings

A method and apparatus for improved access to an interactive voice response system will now be described, by way of example only, with reference to the accompanying drawings, in which:

Figure 1 shows an overview of a voicemail IVR menu system;

Figure 2 shows the contents of a voicemail services sub-menu;

Figure 3 shows the contents of a supplementary services sub-menu;

Figure 4 shows the contents of a personal settings sub-menu;

Figure 5 shows an overview of a method for improved access to an IVR system; and

Figure 6 shows an overview of a communications device arranged to provide improved access to an IVR system.

Detailed description

IVR systems are generally considered useful but cumbersome systems. Most voicemail systems are still founded on an IVR system. Configuration of voicemail using an IVR system particularly time consuming and laborious: the user must call the operator phone number, and then go through a phased process dialing numbers for options on the phone pad, and finally recording the greeting/message.

There is provided a client-side mobile application that provides an easy and near real-time access experience to a customer's voicemail system and other supplementary services such as: Call Deflection (CD), Call Waiting (CW), Call Hold (CH), MultiParty Services (MPS), Explicit Call Transfer (ECT),

Completion of Calls to Busy Subscriber ($CCBS$), Multiple Subscriber Profile ($MSP$), Call Barring, etc. The application also allows the user to choose for which telephony, bearer services, or calls, they wish to implement changes. For example, the user may divert incoming calls while busy to voicemail, but still allow text messages (SMS) to reach them while busy. The application Ul allows users to select, play, record and manage voicemail greetings at the touch of a button avoiding the hassle of manually navigating the voicemail system by calling it. The application Ul also allows users to configure other supplementary services like the aforementioned by the means of a user friendly menu and buttons instead of having to either remember which settings they wish to change and where they are in the menu system or listen to the audio menu system in full. The application also allows access to GSM service codes more detail on which is given below.

The application eases the management of the user's voicemail system by allowing the user to select, play, record and manage voicemail greetings within the device user interface rather than through the IVR system. The application keeps a record of the voicemail system's IVR option tree. This record is kept updated to correspond to changes in the underlying voicemail IVR system by new versions of the application.

For example, a user may change their greeting message for incoming calls from certain numbers, the application asks the user to record the new customised and targeted greeting, and to enter the list of incoming call numbers that receive the customised greeting. The user can edit these settings as they wish including re-recording their voicemail greeting until they are happy with it. When the user is happy with these settings, the user presses the "Configure!" button. In response thereto, the application establishes a telephone call connection with the voicemail system and produces a sequence of numerical digits that navigate the option tree to the appropriate branch of the menu system that allows the set of targeted voicemail greetings. The application plays back the recorded voicemail greeting for recording by the voicemail system, and the application uploads the list of selected phone numbers by using DTMF tones. Once these settings are uploaded to the voicemail system, the application drops the call.

Standard specification 3GPP TS 02.30 version 7.1 .1 Release 1998, incorporated herein by reference, and refereed to herein as the 02.30 specification, describes aspect of the man-machine interface of a mobile station. The application disclosed herein may additionally configure all Supplementary Services by sending standard GSM Supplementary Services codes according to the 02.30 specification. Some of these codes are reproduced below for reference: Activation : ^*SC^*SI#

Deactivation : #SC^*SI#

Interrogation : ^*#SC^*SI#

Registration : ^*SC^*SI# and ^**SC^*SI#

Erasure : ##SC^*SI#

This structure of these codes consists of the following parts:

- Service Code, SC (2 or 3 digits, annexes B and C of the 02.30 specification give examples of these service codes.);

- Supplementary Information, SI (variable length).

The procedure always starts with ^*, #, ^**, ## or ^*# and is finished by #. Each part within the procedure is separated by^*. The service code uniquely specifies the Supplementary Service, either as a defined GSM Supplementary Service or as a spare service code. All spare service codes are reserved for future use. The 02.30 specification lists these Supplementary Services and their codes. Figure 1 shows an overview of a voicemail IVR menu system. A main menu 100 has three sub-menus: voicemail services 200, supplementary services 300, and personal settings 400. These would be represented in the IVR system by an audio recording such as: "Welcome to the voicemail system. Please listen to the following options carefully. Please dial 1 to access voicemail services. Please dial 2 to access supplementary services. Please dial 3 to access personal settings. " These three sub-menus are also represented in the graphical user interface of the application described herein. For example, these may be represented as tabs within a user interface window. Also shown in figure 1 is a "Configure!" option 1 10 which would not be present in the IVR system but which is required for the application user interface. The sub menus described below refer to the user interface of the application and may or may not coincide with the menu system of a voicemail IVR. When using the application user interface, the user may select any of the 4 available options. Selection of the sub-menus voicemail services 200, supplementary services 300, and personal settings 400, shows the user the relevant sub-menu for that selection, each of which will be described in more detail below. Selection of the Configure option 1 10 is used to cause the application to initiate a call to the voicemail service to upload the recently changed settings. This option is only available where changes have been made to any of the options in the other sub-menus. Figure 2 shows the contents of the voicemail services 200 sub-menu. Three further options are provided: voicemail services 210, manage greetings 220, options 230. Each of these is selectable via the user interface of the application. Voicemail services 210 provides an option 21 1 for the recording of a voicemail greeting, which may include sub-options 212 for play, pause and record. This menu also provides the option to associate 213 the greeting with a contact 240 or a group 250. If the contact 240 option is selected, the user interface shows the option of selecting a contact 241 , selecting their status 242 and saving and exiting 243 that part of the set up. Similarly, if the group 250 option is selected, the user interface shows the option of selecting a contact 251 , selecting their status 252 and saving and exiting 253 that part of the set up.

The manage greetings 220 option presents a user with the options to re- record a voicemail greeting, 221 , re-associate a voicemail greeting 222, play a voicemail greeting 223, and delete a voicemail greeting 224.

Selection of the Options menu 230 prompts the user interface to show any miscellaneous options for setting by the user. Figure 3 shows the contents of a supplementary services 300 sub-menu. Three further options are provided: call barring 310, call waiting 320, and calling line identification restriction 330. Further options may be provided. Selection of one of the supplementary service options brings up a respective action menu 31 1 , 321 , 331 which in turn, once selected, shows a respective service setting window 312, 322, 332. The service setting windows 312, 322, 332 show the options available for each supplementary service and allows the user to change these settings. Figure 4 shows the contents of a personal settings 400 sub-menu. Three further options are shown: change password 410, option X 420, and option Y 430. Each option 410, 420, and 430 has associated actions 41 1 , 421 , 431 , selection of which brings up a respective options setting window. For clarity, only the change password options setting window 412 is shown. Change password options setting window 412 comprises input fields for entering an old password, enter a new password, and confirming the new password. For an IVR voicemail system the password may comprise a 4 digit numerical code, and the text input fields may accordingly be configured to only receive 4 numerals. The change password options setting window 412 further comprises save and cancel options. It should be noted that the save option only locally stores the changed password. The password change is not recorded on the voicemail server until the "configure!" option 100 is selected, and the application establishes communication with the voice mail server and uploads the new settings.

Figure 5 shows an overview of a method for improved access to an IVR system. The method is performed in a communications device, the

communications device may be wireless. The method comprises receiving a request via a user interface, and receiving a command to send the request via the user interface. The request may be to change a voicemail setting or to activate or deactivate a voicemail feature. The method further comprises calculating an instruction sequence based upon the request. The instruction sequence may comprise a series of tones according to Dual-tone multi- frequency (DTMF) signaling, and may include appropriately timed pauses, and may further include a locally recorded voicemail greeting for transmission to the voicemail server. The method further comprises establishing

communication with an interactive voice response system and playing the instruction sequence to the interactive voice response system. The interactive voice response system may serve as the usual user interface with a voicemail server.

Figure 6 shows an overview of a communications device arranged to provide improved access to an IVR system. The communications device 600 comprises a user interface 601 , a processor 602 and a transceiver 603. The user interface 601 , which may be a graphical user interface arranged to receive user input from, say, a touch screen. The processor 602 interacts with both the user interface 601 and the transceiver 603. The transceiver may be a wireless transceiver arranged to communicate with a wireless

communication network such as a cellular network or a WiFi network.

It will be apparent to the skilled person that the exact order and content of the actions carried out in the method described herein may be altered according to the requirements of a particular set of execution parameters. Accordingly, the order in which actions are described and/or claimed is not to be construed as a strict limitation on order in which actions are to be performed.

Further, while examples have been given in the context of particular communications standards, these examples are not intended to be the limit of the communications standards to which the disclosed method and apparatus may be applied. For example, while specific examples have been given in the context of WCDMA, the principles disclosed herein can also be applied to an LTE system, other wireless communication system, and indeed any

communication system which uses device states.

Claims

1 . A method in a communications device, the method comprising:

receiving a request via a user interface;

receiving a command to send the request via the user interface;

calculating an instruction sequence based upon the request;

establishing communication with an interactive voice response system; and

playing the instruction sequence to the interactive voice response system.

2. The method of claim 1 , the method further comprising:

receiving a response from the interactive voice response system; and recording the response.

3. The method of claim 1 or 2, wherein the request received by the user interface is at least one of:

a preference change;

a setting change;

a database query; and

a recoding of a new voicemail greeting.

4. The method of any preceding claim, wherein the command to send the request is a command to configure a server.

5. The method of any preceding claim, wherein establishing

communication with an interactive voice response system comprises making a telephone call.

6. The method of any preceding claim, wherein the instruction sequence comprises audio signals.

7. The method of any preceding claim, wherein the instruction sequence comprises dual-tone multi-frequency signaling.

8. The method of any preceding claim, wherein the interactive voice response system is a voicemail system.

9. The method of any preceding claim, wherein the voicemail system is associated with an account and the communications device has an identity associated with the account.

10. The method of any preceding claim, wherein the user interface is a graphical user interface.

1 1 . A method in a communications device, the communications device having a voicemail account associated therewith, the method comprising: receiving at least one preference change via a user interface;

receiving a command to configure a server via the user interface; calculating an instruction sequence based on the preference change received via the user interface;

establishing communication with a voicemail server hosting the voicemail account; and

sending the instruction sequence to the voicemail server.

12. A communications device comprising:

a user interface arranged to receive a request, and further arranged to receive a command to send the request;

a processor arranged to calculate an instruction sequence based on the request;

a transceiver arranged to establish communication with an interactive voice response system, and further arranged to play the instruction sequence to the interactive voice response system.

13. The communications device of claim 12, wherein the communications device is wireless.

14. The communications device of claim 12 or 13, wherein the interactive voice response system is a voicemail system.

15. The communications device of claim 12, 13 or 14, wherein the voicemail system is associated with an account and the communications device has an identity associated with the account.

16. The communications device of claim 12, 13, 14 or 15, wherein the user interface is a graphical user interface.

17. A computer-readable medium, carrying instructions, which, when executed by computer logic, causes said computer logic to carry out any of the methods defined by claims 1 to 1 1 .