公开(公告)号：US20130343535A1

公开(公告)日：2013-12-26

申请号：US13975900

申请日：2013-08-26

Applicant: Verizon Patent and Licensing Inc.

Inventor： Amit Singh ,  Patrick Smith ,  Vijay Arumugam ,  Roopa Kotha ,  Fariborz Ebrahimi

IPC: H04M3/51

CPC classification number: H04M3/5166 ,  H04M3/493 ,  H04M2203/252

Abstract: A user device may display, via a graphical user interface, questions associated with a voice menu that is used by an interactive voice response (IVR) system to forward calls. The user device may obtain, via the graphical user interface, user responses to the questions. In addition, the user device may send information corresponding to the user responses to the questions to a remote device. The remote device may query the IVR system to identify a call agent, in a call center, whose profile matches the information, obtain contact information of the call agent from the IVR system, and send the contact information to the user device. Furthermore, the user device may receive the contact information from the remote device and display the contact information via the graphical user interface.

公开(公告)号：US08750487B2

公开(公告)日：2014-06-10

申请号：US13975900

申请日：2013-08-26

Applicant: Verizon Patent and Licensing Inc.

Inventor： Amit Singh ,  Patrick Smith ,  Vijay Arumugam ,  Roopa Kotha ,  Fariborz Ebrahimi

IPC: H04M3/00 ,  H04M5/00

CPC classification number: H04M3/5166 ,  H04M3/493 ,  H04M2203/252

Abstract: A user device may display, via a graphical user interface, questions associated with a voice menu that is used by an interactive voice response (IVR) system to forward calls. The user device may obtain, via the graphical user interface, user responses to the questions. In addition, the user device may send information corresponding to the user responses to the questions to a remote device. The remote device may query the IVR system to identify a call agent, in a call center, whose profile matches the information, obtain contact information of the call agent from the IVR system, and send the contact information to the user device. Furthermore, the user device may receive the contact information from the remote device and display the contact information via the graphical user interface.

Abstract translation: 用户设备可以经由图形用户界面显示与由交互式语音响应（IVR）系统用于转发呼叫的语音菜单相关联的问题。 用户设备可以经由图形用户界面获得用户对问题的响应。 此外，用户设备可以向远程设备发送与用户对问题的响应相对应的信息。 远程设备可以查询IVR系统来识别呼叫中心中的呼叫中心，其配置文件与信息匹配，从IVR系统获取呼叫代理的联系人信息，并将联系人信息发送给用户设备。 此外，用户设备可以从远程设备接收联系人信息，并经由图形用户界面显示联系人信息。