Reconnecting To A Node Of An Interactive Voice Response Service
Message-based interactive voice response (IVR) menu reconnection is used to reconnect a calling device to a destination at a specific node of a call path after the calling device disconnects from a call with the destination. Menu options of an IVR service presented during a call between the calling device and the destination are determined responsive to the calling device disconnecting from the call. A message including one or more selectable elements each associated with one of the menu options is then transmitted to the calling device. Responsive to a selection of a selectable element at the calling device, the calling device is connected to a destination endpoint. Thus, where the calling device had partially or fully traversed an IVR service during the call, the message-based IVR menu reconnection disclosed herein enables the calling device to reconnect to the destination without having to repeat that IVR service traversal.
1 . A method, comprising:
determining that a call from a calling device has been disconnected at a node of an interactive voice response service;
receiving a message including a selectable element associated with the node of the interactive voice response service from a provider of the interactive voice response service;
receiving a selection of the selectable element; and
connecting to a destination endpoint associated with the node of the interactive voice response based on the selection of the selectable element.
2 . The method of claim 1 , wherein the node of the interactive voice response service corresponds to a menu option presented to the calling device by the interactive voice response service during the call.
3 . The method of claim 1 , wherein the node of the interactive voice response service corresponds to an intended destination reached by the calling device navigating through one or more menu options presented to the calling device by the interactive voice response service during the call.
4 . The method of claim 1 , wherein the selectable element is one of multiple selectable elements included in the message, wherein each of the multiple selectable elements corresponds to a different node of the interactive voice response service.
5 . The method of claim 1 , wherein the destination endpoint corresponds to a telephone extension, and wherein connecting to the destination endpoint comprises:
establishing a new call between the calling device and the telephone extension.
6 . The method of claim 1 , wherein the destination endpoint corresponds to a web service, and wherein connecting to the destination endpoint comprises:
establishing a connection between the calling device and a server implementing the web service.
7 . The method of claim 1 , wherein the selectable element includes a link to the destination endpoint.
8 . The method of claim 1 , wherein the message is a text message.
9 . The method of claim 1 , wherein the message includes data indicating a record of a call path of the calling device to the node of the interactive voice response service.
10 . The method of claim 1 , wherein the selectable element includes a link to the node of the interactive voice response service associated with a record of information provided by the calling device to the interactive voice response service.
11 . A non-transitory computer readable medium storing instructions operable to cause one or more processors to perform operations comprising:
determining that a call from a calling device has been disconnected at a node of an interactive voice response service;
receiving a message including a selectable element associated with the node of the interactive voice response service from a provider of the interactive voice response service; and
receiving a selection of the selectable element; and
connecting to a destination endpoint associated with the node of the interactive voice response in response to the selection of the selectable element.
12 . The non-transitory computer readable medium of claim 11 , wherein the node of the interactive voice response service corresponds to a menu option presented to the calling device by the interactive voice response service during the call.
13 . The non-transitory computer readable medium of claim 11 , wherein the node of the interactive voice response service corresponds to an intended destination reached by the calling device navigating through one or more menu options presented to the calling device by the interactive voice response service during the call.
14 . The non-transitory computer readable medium of claim 11 , wherein the selectable element is one of multiple selectable elements included in the message, wherein each of the multiple selectable elements corresponds to a different node of the interactive voice response service.
15 . The non-transitory computer readable medium of claim 11 , wherein the destination endpoint corresponds to a telephone extension, and wherein connecting to the destination endpoint comprises:
establishing a new call between the calling device and the telephone extension.
16 . An apparatus, comprising:
a memory; and
a processor configured to execute instructions stored in the memory to:
determine that a call from a calling device has been disconnected at a node of an interactive voice response service;
receive a message including a selectable element associated with the node of the interactive voice response service from a provider of the interactive voice response service;
receive a selection of the selectable element; and
connect to a destination endpoint associated with the node of the interactive voice response in response to the selection of the selectable element.
17 . The apparatus of claim 16 , wherein the node of the interactive voice response service corresponds to a menu option presented to the calling device by the interactive voice response service during the call.
18 . The apparatus of claim 16 , wherein the node of the interactive voice response service corresponds to an intended destination reached by the calling device navigating through one or more menu options presented to the calling device by the interactive voice response service during the call.
19 . The apparatus of claim 16 , wherein the selectable element is one of multiple selectable elements included in the message, wherein each of the multiple selectable elements corresponds to a different node of the interactive voice response service.
20 . The apparatus of claim 16 , wherein the destination endpoint corresponds to a telephone extension, and wherein connecting to the destination endpoint comprises:
establishing a new call between the calling device and the telephone extension.