Patent ID: 7305070
Filing Date: 2007-12-04
Classification: H04M

Abstract:
1. A method of sequentially presenting instructions in a telephone call placed to an interactive voice response system (IVR) of a customer service center, comprising: receiving a call from a caller; presenting a main menu comprising a plurality of messages to the caller, each main menu message representing a procedure; prompting the caller to select from one of the main menu messages; presenting a sequence of instructions to the caller according to a selection by the caller, each instruction identifying a task to be performed by the caller that is distinct from interaction with the IVR system, wherein the tasks collectively constitute the procedure; automatically pausing the sequence of instructions after each instruction for a predetermined amount of time so as to permit the caller to perform the task identified in an instruction; querying the caller after each instruction as to whether the caller has performed the task identified in the instruction; and transferring the call from a position in the sequence of instructions to a service representative and transferring the call back to the position in the sequence of instructions.