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Method and System for Providing Privacy- Enhanced Friendly Call Waiting Mechanism for Interactive Voice Response (IVR) Systems

IP.com Disclosure Number: IPCOM000250341D
Publication Date: 2017-Jun-30
Document File: 4 page(s) / 104K

Publishing Venue

The IP.com Prior Art Database

This text was extracted from a PDF file.
This is the abbreviated version, containing approximately 49% of the total text.

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Method and System for Providing Privacy- Enhanced Friendly Call Waiting Mechanism for Interactive Voice Response (IVR) Systems

Interactive voice response (IVR) systems are automated answering services that allow a user to select from menus of options and act as front-end points of contact for organizations. The IVR systems provide wait duration estimates or arrange a callback when the user needs to speak with a live representative. The wait duration estimates or callback arrangements interrupt ongoing activities of the user.

In order to avoid interrupting the ongoing activities of the user, the IVR systems provide a presence propagation technique that allows the IVR systems to communicate with a user device in order to recognize availability of the user. However, the presence propagation technique requires the user to subscribe for a presence propagation service. Also, the presence propagation technique does not support quality of service or end to end encryption.

Thus, there exists a need for a method and system for providing privacy-enhanced, friendly call waiting mechanism for IVR systems.

Disclosed is a method and system for providing privacy-enhanced, friendly call waiting mechanism for interactive voice response (IVR) systems by using privacy-enhanced caller presence tracking techniques.

In order to provide privacy-enhanced, friendly wait time durations, the method and system requires a user to register a user device that detects presence of a person. When the user calls an IVR system, the method and system determines whether the IVR system requires the user to wait until a live representative is available.

By determining that the IVR system requires the user to wait, the method and system allows the user device of the user to make a call to detect a presence of the user. Alternatively, the method and system allows other active user devices registered by the user to detect the presence of the user.

In order to detect the presence of the user, the method and system applies privacy- enhanced caller presence tracking techniques across all active user devices registered to a user at the time of a call. In order to employ the privacy-enhanced caller presence tracking techniques for determining the presence of the user, the method and system provide an interface between the IVR system and the user devices. Also, the interface allows the user devices to be aware of the IVR system and the presence of the user.

After determining that the user is present at the user device waiting for the live representative, the method and system restores device activity and settings that are determined prior to the call.

Once the live representative is available, the method and system allows a control agent to guide the user to focus on the live representative by changing the device activity and settings. Also, when a wait is over, the method and system displays a reminder of the

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call on the user device by determining the presence of the user. Thus, the met...