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Automating information retrieval and telephone transfers for assistance, using a Voice Response Unit

IP.com Disclosure Number: IPCOM000015785D
Original Publication Date: 2002-Jun-13
Included in the Prior Art Database: 2003-Jun-21

Publishing Venue

IBM

Abstract

The Voice Response Unit detects an incoming call and presents the caller with a menu of eight options. In our case, there are three types of inquiries; a listen only request where the application reads back pre-recorded information, a request to be redirected to a person and a request to retrieve data. If the caller selects an option that will result in returned data, they are prompted to enter information using their telephone keypad. As the digits are entered, they are stored in a variable as a value. When the caller enters the sign to signal completion of entry, the application inserts the stored values in a SELECT statement, then executes a DB2 query in an attempt to retrieve data. The application then interrogates the data and returns a statement indicating whether or not the retrieval was successful and the appropriate response is returned to the caller. 1