Claims
- 1. A method for managing voice browsing while a call is on hold comprising:
receiving a call from a particular caller at an on hold system; responsive to a selection of a help subject by said particular caller, prompting said particular caller with a menu of browsable help information specified for said help subject; and responsive to a selection from among said menu of browsable help information, translating a web script for said selection from among said menu of browsable help information into audio output to said particular caller.
- 2. The method for managing voice browsing according to claim 1, further comprising:
prompting said particular caller to select said help subject from among a plurality of help subjects; placing said call in a particular hold queue from among a plurality of hold queues, where said particular hold queue is related to said help subject.
- 3. The method for managing voice browsing according to claim 1, further comprising:
prompting said particular caller when said call is next in line to be answered by a representative; responsive to said particular caller indicating a readiness to move to said representative, transferring said call to a PBX system for distribution to said representative; and responsive to said particular caller not indicating a readiness to move to said representative, removing said call from a hold queue.
- 4. The method for managing voice browsing according to claim 1, further comprising:
transferring a request to a help server via a network for said web script associated with said selection from among said menu of browsable help information.
- 5. The method for managing voice browsing according to claim 1,
- 6. The method for managing voice browsing according to claim 1, wherein translating said web script further comprises:
transcoding said web script into voice XML script; and translating said voice XML script into audio output to said particular caller.
- 7. The method for managing voice browsing according to claim 1, wherein said web script is received from a help server in a first format controllable by a voice browser, wherein said help server is enabled to transfer said web script in a second format controllable by a web browser at a computer system.
- 8. A system for managing voice browsing while a call is on hold comprising:
an on hold system for holding a call from a particular caller; means responsive to a selection of a help subject by said particular caller, for prompting said particular caller with a menu of browsable help information specified for said help subject; and means responsive to a selection from among said menu of browsable help information, for translating a web script for said selection from among said menu of browsable help information into audio output to said particular caller.
- 9. The system for managing voice browsing according to claim 8, further comprising:
means for prompting said particular caller to select said help subject from among a plurality of help subjects; means for placing said call in a particular hold queue from among a plurality of hold queues, where said particular hold queue is related to said help subject.
- 10. The system for managing voice browsing according to claim 8, further comprising:
means for prompting said particular caller when said call is next in line to be answered by a representative; means responsive to said particular caller indicating a readiness to move to said representative, for transferring said call to a PBX system for distribution to said representative; and means responsive to said particular caller not indicating a readiness to move to said representative, for removing said call from a hold queue.
- 11. The system for managing voice browsing according to claim 8, further comprising:
means for transferring a request to a help server via a network for said web script associated with said selection from among said menu of browsable help information.
- 12. The system for managing voice browsing according to claim 8,
- 13. The system for managing voice browsing according to claim 8, wherein said means for translating said web script further comprises:
means for transcoding said web script into voice XML script; and means for translating said voice XML script into audio output to said particular caller.
- 14. The system for managing voice browsing according to claim 8, wherein said web script is received from a help server in a first format controllable by a voice browser, wherein said help server is also enabled to transfer said web script in a second format controllable by a web browser at a computer system.
- 15. A computer program product for managing voice browsing while a call is on hold, said computer program product comprising:
a recording medium; means, recorded on said recording medium, for managing a call from a particular caller on hold; means, recorded on said recording medium, for prompting said particular caller with a menu of browsable help information specified for a help subject select by said particular caller; and means, recorded on said recording medium, for translating a web script for a selection by said particular caller from among said menu of browsable help information into audio output to said particular caller.
- 16. The computer program product for managing voice browsing according to claim 15, further comprising:
means, recorded on said recording medium, for prompting said particular caller to select said help subject from among a plurality of help subjects; means, recorded on said recording medium, for placing said call in a particular hold queue from among a plurality of hold queues, where said particular hold queue is related to said help subject.
- 17. The computer program product for managing voice browsing according to claim 15, further comprising:
means, recorded on said recording medium, for enabling transfer of a request to a help server via a network for said web script associated with said selection from among said menu of browsable help information.
- 18. The computer program product for managing voice browsing according to claim 15, wherein said means for translating said web script further comprises:
means, recorded on said recording medium, for translating a voice XML script comprising selected help information into audio output to said particular caller.
- 19. The computer program product for managing voice browsing according to claim 15, wherein said means for translating said web script further comprises:
means, recorded on said recording medium, for transcoding said web script into voice XML script; and means, recorded on said recording medium, for translating said voice XML script into audio output to said caller.
- 20. A method for managing general voice browsing for a call on hold comprising:
receiving a call from a particular caller at an on hold system; responsive to receiving a web page selection from said particular caller via a telephony device, requesting said web page selection from a server system via a network; and responsive to receiving a web script for said web page selection, translating said web script into audio output to said caller.
- 21. The method for managing general voice browsing according to claim 8, further comprising:
receiving a voice XML script for said web page selection; and translating said web script through a voice browser into said audio output.
CROSS-REFERENCE TO RELATED APPLICATIONS
[0001] The present application is related to the following copending applications, incorporated herein by reference:
[0002] (1) U.S. patent application Ser. No. ______ (Attorney Docket No. AUS920010944US1);
[0003] (2) U.S. patent application Ser. No. ______ (Attorney Docket No. AUS920010945US1);
[0004] (3) U.S. patent application Ser. No. ______ (Attorney Docket No. AUS920010947US1); and
[0005] (4) U.S. patent application Ser. No. ______ (Attorney Docket No. AUS920010948US1).