CA2240488A1

CA2240488A1 - Form creating and ordering system

Info

Publication number: CA2240488A1
Application number: CA002240488A
Authority: CA
Inventors: Susan Malinowsky; Joseph Elias
Original assignee: Individual
Current assignee: Citibank NA
Priority date: 1995-12-18
Filing date: 1996-12-18
Publication date: 1997-06-26
Also published as: DE69622281D1; CN1209246A; AU1336797A; JP2000502526A; US5844971A; EP0868813A1; WO1997023088A1; EP0868813B1; ATE220488T1

Abstract

A form creation and ordering system allows for creation and editing of forms, receives telephone calls placed by users, prompts the users to indicate between one and a predetermined number of desired forms, prompts the users to indicate a selected mode of delivery, and provides the desired forms to the users via the selected mode of delivery. The system may also uniquely identify each of the users by providing identification information, receive user profile data that varies according to the identification information, prompt the users to indicate whether the desired forms should be customized prior to being provided to the users, and customize the desired forms by adding customized user information in response to the users indicating that the desired forms should be customized prior to the forms being provided to the users.

Description

W O 97/23088 PCT~US96/20177 FORM CREATING AND ORDERING
Te~hnical Field This application relates to the field of providing ~ L~d forms and more particularly to the field of using telephone and computer systems to create and deliver forms to users.
Background of The Invention P~ led forms provide a mP~h~nicm for o~ tionc to obtain specific information from users. In ~cl(lition, ~lc~linl~d forms allow the collection of that information in a ui~iro~ll, and standardized manner. An o~ i.l;Qn, such as a health care provider, provides ~ d forms with a plurality of blank portions and with text in~ *ng the requested informa*ion. The user writes the requested ihlrorllla~ion in the blank portions of the form.
M~n~ging and providing a variety of dirrerent forms for a large number of users can be very labor il.lensive. The forms provider keeps a number of hard copy versions of each of the forms on hand to satisfy requests by users. Since the forms may be printed off site, it is n~ce~.y to always l~ a ~ubsl~lial stock of ~orms in order to be able to respond to eYpecte~ requests. If the lead time for printinf~ the forms is say, one week, tnen the forms provider must keep on hand at least one week's supply of hard copies to provide to users. In ~ litif)n, when one or more of the pr~linlPd forms are changed by the forms provider, it is nPcF.~.~.y to either disca~d the eYi~ting stock of old forms and build up a stock of the new forms or to wait until the PYi~ting stock of old forms is completely rlepl~t~ before using the new forms. Discarding PYi~ting forms is wasteful and waiting to deplete old forms before replacing the old forms with new forms can cause llnde~ hle delays in using the new forms. Furthermore, if the forms are kept in a single c~ It~li7ed location, then users that require forms must either go to that location to retrieve the forms or the forms provider must deliver the forms to the users.
The forms system described above is relatively e,~ si~e to operate since it requires many people to handle prod~ ti(-n, storage, and distribution of the forms.
Also, when forms are modified, the forms management system described above can experience undesirable delays due to lead times in providing new forms to the forms distribution location and delays in providing forms to the user. In ~ ion,there may be mllltiple sources for creation, production, storage, and distribution, thus further complicating the process and adding delays. It is desirable to have a CA 02240488 l998-06-l2 more efficiPnt and less labor intensive system for mzlnzlf~in~ forms.
One way to handle forms is to allow users to request specific forms by telephone. The users dial a particular telephone number and either speak to a live o~l~tor or leave a recording that is later played back by an operator. The S operator collects the forms requested by the users and mails the forms to the user.
An eY~mpl~P of such a system is the Internal Revenue Service's forms ordering hotline.
While the telephone ordering system described above is more convenient for the users than having to pick up the forms at a cPntt~li7~1 forms location, it requires that the forms provider m~int~in a te1ephQne hotline having ~Jpt;ld~ i for .spe~king to the users or playing back recordings of the user's calls. In addition, since the O~dtOl:i only have access to forms that have been previously printed) it is n~ c~.y for the forms provider to replace the hard copy forms whenever the forms provider changes the forms. Also, the telephone ordering system does not address the lead time deficiencies associated with form ch~ngp~ and does not address the problems associated with m~int~ining an inventory of hard copies of the forms or the disposition of this inventory when forms are ~ ngeA
It is desirable, therefore, to more fully automate form h~n~llin~ and to provide for rapid turnaround when forms are changed by the forms provider.
~arious system for h~n-lling and delivering documents/data are disclosed in the prior art. However, none of those system spec-ifi~lly address all of the problems with form h~n-lling discussed above. A discussion of some of the prior art s,vstems is given below:
U.S. Patent No. 4,918,722 to Duehren et al. (the '722 patent) discloses a system in which a user can control delivery of binary encoded ch~t~ ter data or f~ imile encoded data to a specified recipient by a method in which DTMF
encoded delivery comm~n-ls, sent by the user, are received and then responded toby delivering the data to the specified recipient. Figures 3 and 4 show the general system which is described in Column 4, ~ines 23-60. In ~ ition~ Figures S and 6 and Column 4, Line 61 llllou~;h Column 5, Line 31 also disclose a similar information delivery system. Note that in the '722 patent, it is contemplated ~at ~e system fetches and delivers a record of data from a ~l~t~ e.
U.S. Patent No. 4,974,254 to Perine et al. (the '254 patent~ closes an WO 97/23088 PCT~US96~0177 interactive data retrieval system for producing f~simile reports. The system shown in Figure 3 and described in Column 3, Line 60 through Column 4, Line 2 ~l~nl~ls the caller to input his or her subscriber ID number, account number, and optionally a security code. The text of the '254 patent also in(~ tPs that information requests may be provided to the caller several times in order to refine the caller's search request. Furthermore, Column 4, Lines 3-37 in-lir~tes that the system is directed primarily to locating data sets requested by the user. Column10, Lines 42-44 in-lic~te that the system can provide any type of data. Figures 9 and 10 of the '254 patent show the system being used for o~ g goods.
U.S. Patent No. 5,068,888 to Scherk et al. (the '888 patent) is directed to an interactive f~csimile information retrieval system and method. Column 3, Lines 22-23 in~ te that the stored documents that are provided to the user can be figures, text, or any combination thereof. Column 3, Lines 26-28 in~lir~t.- that the plol"pLs provided to the user for providing information can be voice pro.l.~ls or col~uLt;l screen display ~lUlll~ls. Column 6, Lines 16-18 ~ rlose the use of a user password. Column 21, beginning at Line 7 ~ elc)s~s using the system to create cu~L~ll.i;~ed bills.
U.S. Patent No. 5,072,309 to Brown (the '309 patent) discloses an inform~ti-~n retrieval arrangement including a f~rsimile a~ s. The system can be ~rCes~ d by typing characters on a PC or by dialing a sequence of tour-htonP
signals. In response to input from the user, the inform~tic-n is plesel,Ltd to the customer via the PC display, fax, or, as indicated in Line 49 of Column 1, by any of a number of ~lt~ I;ve means. In addition, the system provides the user with ameans for requesting particular types of information using a retrieve feature menu fax mP~ge wll~L~in the user is sent a form listing the types of in~o~ lion available and then fills in one of the ;l~lu~liate boxes on the right-hand side to request specific in~ol ,~I;on This is shown in Figure 4 and described in Column 5, Lines 13-24 of the '309 patent.
U.S. Patent Re-issue 34,429 to Baran et al. (the '429 patent) discloses an intPr~ tive f~simile system and method of information retrieval. Figure 2(g) shows a response card that can be filled out by a user. Figure 2(g) is described in Column 8, Line 58 through Column 9, Line 12. Column 10, Lines 50-64 in~ te a ~eature where the user can send back an address which is stored and subsequently rc,lw~ded and used later.
None of the systems described above address all of the deficiencies associated with prior art form creating and ordering systems. It is desirable tohave a form system that minimi7es human intervention, minimi7Ps tul-l~oulld timefor modifying forms, and provides a convenient and reliable way for forms to be provided to the users.
Summarv Of The Invention According to the present invention, a form creation and ordering system allows for creation and editing of forms, receives telephone caUs placed by users, plolllpts the users to in~ tP between one and a predel~l.,.h~ed number of desired forms, ~ JIIIptS the users to indicate a sP1e~tP~1 mode of delivery, and provides the desired forms to the users via the selected mode of delivery. The system may also uniquely identify each of the users by providing iflPntifie~tiQn information, receive user profile data that varies according to the id~ntifie~tiQn information, prompt the users to inrli~tP whether the desired forms should be customized prior to being provided to the users, and customize the desired forms in response to the users in~lic~ting that the desired forms should be cu~,L~ ...i2ed prior to the forms being provided to the users. Customizing the desired forms may include adding user specific information to the desired forms.
In the form creation and ordering system, the sPlected mode may be either a faxing mode for faxing the desired forms to the users or a mailing mode for mailing the desired forms to the users. The faxing mode may be either a first faxing submode for faxing the desired forms immetli~t~P1y or a second faxing submode for faxing the desired forms at a predetermined time, such as mi~lnight,P~tPrn Standard Time. The pre~letermin~l number of desired forms may vary according to the sPlectP~ mode. For eY~mple, the predet~-~ ed number may be six for the mailing mode and may be three for the faxing mode.
Form creation and editing may be provided by a form generation engine implementPcl using a processor and form generation software. Also, a scanner may be used. The telephone calls may be received by a security plucessor.
P~ pLillg may be provided by an IVR processor. The forms may be provided to the user by a fax server and a printer.
By coupling creation and editing with providing the forms to the users, the W O 97~3088 PCT~US96~0177 system f~t~ilit~t~s quick turn around of form changes. Allowing the user to select a mode of delivery (faxing or mailing) and to delay faxing provides flexibility not found in systems that can only deliver the forms to the users via a single mode.In ~ litinn, varying the m~riml-m number of allowable forms according to the mode of delivery prevents overuse of the faxing facility of the system while still allowing the user to order a larger number of forms if having the forms mailed is acceptable to the user. Customizing the forms with user information makes it easier for users to fill out the forms since the system has already provided at least some of the information. This can be especially helpful to users who must fill out many forms. Using the scanner facilitates form creation by ~,li",i~ g the need to construct every form from scratch. Providing the user with an option to delayf~c-~imilt- tr~n.~mi~ion can take advantage of less expensive late night telephone rates, allow for receipt of forms on a fax m~chin~ that is busy during business hours but relatively free late at night, and elimin~t~, the need for a user to wait at the fax machine for immy1i~t~, delivery of the faxed m~teri~l Brief Descl;yLion Of Drawi~
FIG. 1 is a sc1 ~m~tic tli~ m of a form creating and ordering system according to the present invention.
FIG. 2 is a flow chart that ill~ es initial steps of a form creating and ordering system according to the present invention.
FIG. 3 is a flow chart illust~ting re~questing a form number from a user.
FIG. 4 is a flow chart showing in detail a step of ~,eliîying a form number entered by a user.
FIG. 5 is a flow chart illu~ g steps for customizing user forms.
FIG. 6 is a flow chart ilh~ g steps for de,~ llinil-g if forms are to be faxed or mailed to a user.
FIG. 7 is a flow chart illust~ting steps for pl~ ling and o~l~il~ing a telephone fax number from a user.
FIG. 8 is a flow chart i~ ti~g steps for c-,nr~ g a telephone fax number entered by a user.
FIG. 9 is a flow chart ill.l,~ g final steps for a form creating and ordering system.

_ W O 97/23088 PCT~US96/20177 l:)etailed Description Of The Plcfellcd ~mbo~1iment~
Referring to F~. 1, a form creating and ordering system 20 inclllcles a seculily processor 22, an IVR (Interactive Voice Response) processor 24, a form gel~eldLion engine 26, an optional scanner 27, a printer 28, and a fax server 30. A
user ~ce~es the system 20 by placing a telephone call which is answered by the security processor 22 via the telephone line shown connPct~d thereto. Although not shown in FIG. 1, it is possible to provide TT (text telephone) access to thesystem 20 by providing a TT operator at the connP~tit)n between the telPphonP- line and the security processor 22 or by configuring the security processor 22 and the IVR processor 24 to handle TT pr~cçssin~ in an au~olllaled fashion, if that capability is provided by the manufacturer.
The security processor 22 is an aulo-l-aled system that pl~ the user (via voice pr~ln~ls) to enter an iclP.ntifie~tion number or nllmhers in order to verify that the user is ~llthf)ri7~l the access the system 20. For example, the security processor 22 could prompt the user to enter the user's Social Security nllll,l)er and a PIN (pPrson~t identifi~-~tion number) that only the user knows. The user couldenter this infoll,lalion via the keys of the user's touchtone telephone. The security processor 22 would then verify authorization by co,.,p~ the numbers entered by the user with a fl~t~h~P of authorized users stored in the s~;ulily processor 22.
Note that it is possible to use a variety of conventional user identific~tion means as an ~ltern~t1ve to the Social Security number and PIN scheme ~ c -~e~l above.
The seeulily processor can be implemented using a conventional personal co,ll~uLel such as an Intel-based personal colllpulel with 16 megabytes of RAM, a 75 mP~hPrtz microprocessor, and a 500 megabyte hard disk. In ~-lition, the software that provides functi~ n~lity for the security processor 22 cQuld be any one of a variety of conventional, commercially available, se~;ulily/telephone i~ . r~e software/h~dw~t; packages that are f~mili~r to one of oldill~y skill in the art.The security processor 22 can be imI~lem~PntP~ such that human intervention is not nP~ry even when a user has rol~,oL~en his or her PIN number. In that case, the security processor 22 can prompt the user to enter numeric ~oll~li information that only the user should know (such as the user's mother's date of birth). The security processor 22 could then CC Ill~ c; the entered illf~llllation with user in~ormation stored in the ~t~h~e of the security processor 22 and first W O 97/23088 PCT~US96~0177 collected when the user was signed up to use the system 20. If the entered infc,ll.lation m~trhPs the database information, the user is issued a new PIN by the security processor 22. The security p l- ce~or 22 can randomly prompt the user for dirr~l~nl types of information in each in~t~nce.
The security processor 22 is connPct~l via a conventio~1 data link to the IVR processor 24. Once the security processor 22 verifies that the user placing the tP1~phone call is ~1~fhorired to access the system 20, then the seeurity ploces~or 22 passes the user inroll~-aLion on to the IVR processor 24 by conventic n~l means in order to allow the user to begin ordering forms. Once theuser inform~tic-n is passed to the IVR processor 24, the IVR processor handles the rPm~indPr of the user's call. The IVR processor 24 can be imp1çmPntPIl using h~.lw~l; and sorLw~e p~r~gP-s provided by a variety of vendors such as L~lvoice, Edify, Talx, P~;~honics, Perception Tel~hnn1~y, et cetera. These off-the-shelf haldw~ and soÇlw;~e packages come with all the hal~lwa~ and software needed to implement the functionality described below in co~n~ti~ n with FIG.'s 2-9. In ~ ition~ although not shown in FIG.'s 2-9, the IVR processor 24 can be provided by the m~nnf~cturer with an option for conn~cting to a CSR
(Customer Service R~ se~ live), a live o~ tor that can answer any question~
the user may have or provide z~ t~nr,e to the user. The CSR can be invoked by the IVR plc~ssor 24 when the user presses a "0" key.
A conve 'lional digital data colme~;lion is provided between the form generation engine 26 and the IVR processor 24. The form gPnPr~ti<)n engine 26 isused by a system ~lmini.ctr~tor to create and edit the forms that are ordered by the users. The form ge-n.or~tion engine 26 can be imp1em~nt~1 with an Intel-based personal colupulel running Windows with eight megabytes of RAM and 12 megabytes of free hard disk space. ~orm ~~~ c n software, such as Jetforms sof~ware provided by Jetforms (: ol~lalion of Ottawa, C'~n~ is used to create and edit the forms. The form generation software allows the system ~lmini~ tor to create forms, edit the forms and store the forms in a digital data format suitable for providing to the users in the manner described in detail below. Furthermore,~ in addition to printing text on the forms, the form generation sorlw;~ aUows the system ~-lminist~tor to specify that form information be pl~;sellted on the forms in a variety of ~lL~ ;ve manners, such as bar code format.

CA 02240488 l998-06-l2 W 097/23088 PCT~US96/20177 Optionally, a scanner 27 can be connectRd to the form generation engine 26 in a conventional manner to provide scAnn~l digital images of pre-eYi~ting formswhich the system A~1mini~tr~tor can then access and manipulate on the form generation engine 26 using the Jetforms s.~rLw~L~. The scanner 27 can be any oneS of a variety of conventional, commercially available, scanners that work with the Jetforms sorLw~e such as the HP Scan Jet 4Si, UMAX Power 100K, Canon lX-4015, et cetera.
The IVR pl~cessol 24 is connPct~l to the printer 28 and the fax server 30 by a conventional digital data coil-,e~;Lion. The printer 28 is used to print out forms ordered by a user while the fax server 30 is used to fax forms to a user.
The printer can be any one of a variety of commercially available ~ such as the Hewlett- Packard LaserJet 4MV. The fax server 30 can also be any one of a variety of fax server systems such as a COMPAQ 9 ~Gl~ollal CC~ >UIG1 conl~ini~-grack-mounted m~lltitPYt 28.8K baud modems and running Hayes Accura 28.8 s~rLw~t;. The number of modems that are used with the fax server 30 depend on the eYpectec number of callers. It has been found that twelve modem~ can handle up to five hundred average three-page faxes per day. The fax server 30 is conn~t~ to a tPIephon~ line.
The IVR ~r~cessol 24 also l~;cives user profile data by conventional data connectiQn/trAn~mi~ n means, such as an RS-232 connection tr~n~ g ASCII
data. The user profile data in~ des data specific to each of the Authcn7P~l users such as home address, age, and any other relevant information that can be mAin~in~l for each of the users. The user profile data is collected and mAintAin~d via any one of a variety of conventional d~t~h~e systems which are not part of the invention disclosed here and are not shown. The user profile data is used by theIVR processor 24 to ~;u~lollli:~e user forms in a manner described in more detail below. Cu~l~ll~i~Lion can be provided by a run time version of the Jetforms sorlw~c that requests blank tiigiti7:~ forms from the form gen~Ation engine 26 and merges the user data therewith to create customized forms. The forms that are ordered by the user are then either printed on the printer 28 or fa~ced to the user by the fax server 30 according to the user's choice, as described in more detail below.
Although the security processor 22, the IVR processor 24, the forrn g.~n~ l;nn engine 26, and the fax server 30 are shown in FIG. 1 as se~ units, it is possible to combine some or all of the units into a single unit. For example, de~~.l-~li..3~ on the volume of use of the system 20, it may be desirable to combine the security processor 22 and the IVR processor 24 into a single unit. .Simil~rly, S ~lep~-n-ling on the volume of use of the system 20, it may be desirable to provide the se~;uli~y processor 22, the IVR processor 24, the form gPnPr~tion engine 26,and the fax server 30 all into a single unit.
The following flow charts describe the steps used to implemPnt and operate the system 20. The steps are progr~mmPA on the IVR processor 24 by conventional means using scripting andlor progr~mmin~ tools provided by the supplier of the IVR processor 24. For Px~mplP, the Periphonics voice re~n~P
unit, which can be used by one of o~ aly skill in the art to implement the ~VR
processor 24, uses a scripting language, described in the Periphonics m~n~ , to provide the requested functionality.
Referring to FIG. 2, a flow chart 50 illll~tr~tes initial steps of the form creating and ordering system 20. The flow chart 50 connects with other flow charts (shown in subsequent figures and described below) using off-page cQnnP~;Inl~ labeled A, B, . . . The flow chart 50 combines with the other flow charts shown in subsequent figures to illustrate the entire operation of the system 20.
Ploce~;.-g begins at a first step 52 in which a user is provided with an introductory message. The message i~1~ntifiPs the system and providing the user with general information l~g~ding the service provided by the system 20. Note that the steps illll~tr~tP~ herein assume that prior to Pnterin~ the system 20 and P recllting the first step 52, the user has already provided an i~lPntifi~tinn llulllb~, such as a Social Security number, and has entered a pel~ollal ideMtifi~tion number (PIN) used as a security code. This would be the case if the user entered the system 20 via another conventinn~l telephone system (such as the security processor 22 of FIG. 1~ which pl~ l,lpled the user to enter the Social Security code and PIN prior to co~nP~;~;ng to the system 20. It is also possible for the system 20 to be ~lt~rn~tively configured, in a conventional manner, so that the user can enter the system 20 by dialing in directly. In that case, the system 20 could prompt the user to enter their Social Security n~lmber and PIN at the step 52.
g W O 97/23088 PCT~US96~0177 Following the step 52 is a step 54 where the user is provided with a main message in~ ting that the user can return to the main message step 54 at any time during operation of the system by pressing a "9" key on the user's touchtone telephone. Following the step 54 is a step 56 where the user is prolllyLed to provide input indicating the user's choice of either ordering forms or ordering a forms catalog. The forms catalog is a list of available forms that shows the unique ordering number for each form. The prompt at the step 56 in-lir~to.s that the user should press the " 1 " key on their touchtone telephone if the user desires to order forms and should press the "2" key on their touchtone telephone if the user desires to order a forms catalog Following the step 56 is a test step 58 which determines if there is a greater than five-second delay between the end of the prompt provided at the step 56 and the user pressing a key. If so, control transfers from the step 58 to a step 60 which cleterminPs if it is the third time that this has occurred. That is, at the step 60, a test is performed to determine if the user has delayed more than fiveseconds in çn~ring a key at the step 58 three times. If so, control transfers from the step 60 back to the step 56 where the user is rei)rv"~l~d for input.
If at the step 60 the user has failed to provide any input after three ~lun.~L~, then control transfers from the step 60 to a step 62 where the user isprovided with a ~e~ ion message in-lic~tinp that the failure to provide input iscausing the system 20 to ~ conn~t ~ollowing the step 62 is a step 64 where the system 20 hangs up the line. Following the step 64, proc~ing for the system 20 is complete.
If at the step 58 the user provides an input in less than five seconds, then control transfers from the step 58 to a test step 66 to determine if the user has entered a "9" touchtone telephone key. As discussed above, the user is provided with a message at the step 54 intli~ting that the user can return at any time to the main mPss~e at the step 54 by pressing the "9" key. Accor~ gly, if it is ~pt~rmine~ at the step 66 that the user has pressed the "9" key, then control transfers from the step 66 back to the step 54 where the user is provided with the message associated with the step 54, as discussed above. Although not shown in the rem~in~lPr of the flow charts, the user can transfer back to the main message step 54 at almost any point in the flow by ~ontPrin~ the "9" touchtone key. Note W O 97/23088 PCTrUS96/20177 also that transfer from the step 66 to the step 54 is illll~tr~ted using a connector "A" 67 which is also used as an off-page connector in subsequent flow charts.
If the user has not entered a "9" at the step 66, control tr~n~f~rs from the step 66 to a test step 68 to ~letermine if the user has pressed the "1" key on their touchtone telephone. If so, then control transfers from the step 68 to another step in a subsequent figure, described below, in~lic~t~l by an off-page connector "B" 69. Otherwise, if at the test step 68, the user has not entered the " 1" key, then control transfers from the step 68 to a test step 70 to d~l~. ..li.~P if the user has entered the "2" key on their touchtone telephone. If so, then control transfers fromL the test step 70 to additional steps in subsequent flow charts in~ tP~ by an off-page connPct~r "D" 71.
If at the test step 70 it is determined that the user has not entered the "2"
key, then control transfers from the test step 70 to a test step 72. Note that if the user reaches the test step 72, then the user has entered a key in less than fiveseconds (the test at the step 58) and has not entered a "9" key (the test at the step 66), has not entered a "1" key (the test at the step 68), and has not entered a "2"
key (the test at the step 70). Since the only permi~ihle inputs at this stage of the flow are the touchtl~n~ keys "9", "1", and "2", then the user reaches the test step 72 by having provided an i~ ihle input. At the test step 72, it is determined if the user has reached the step 72 a third time, thus in~ tin~ that the user has provided i~ ihle input in response to the prompt at the step 56 three times.
If it is dt-lr- ...in~d at the step 72 that the user has provided i---~. .l~ ihle input fewer than three times, then control transfers from the test step 72 back to the step 56 where the user is r~r~ll,pled to enter ~r~liate input. Otherwise, ifit is del~....inP~ at the test step 72 that the user has entered i",~....i~ihle input three times, then control transfers from the test step 72 to a step 74 where the user is provided with a 1~ )in~lion message in~lic~ting that the user has not provided a~L~lia~e input and the system 20 will disconnect. Following the step 74 is a step 76 where the system 20 hangs up the connection to the user. Following the step 76, pl~cPs.~ing for the system 20 is complete.
~P.r~ g to FIG. 3, a flow chart 80 illustrates continued pl~cessing from the off-page connector "B" 69 of FIG. 2. ProcPs~ing continues from the location CA 02240488 l998-06-l2 W O 97/23088 PCT~US96/20177 of the off-page connector "B" 69 of FIG. 1 to a test step 82 to cl~le~...in~o if the user's m~iling address, stored in the database, is complete. As described above,the system 20 stores a m~iling address for each of the users that access the system 20. In some cases, it is possible for a user to be ~-lthori7~1 to access the system 20 without the system 20 having the complete mailing address of the user stored in the ~t~h~e In that case, the forms that are ordered by the user cannot be autom~ti~lly mailed to the user but can only be faxed. Therefore, if at the teststep 82 it is determined that the user's address is not complete, then control transfers from the test step 82 to a step 84 which sets the m~imllm number of forms that the user can order to three and provides the user with a message indicating that the user cannot order more than three forms since the forms are being faxed to the user. Otherwise, if it is dettormined at the test step 82 that the user's mailing address stored in the ~t~h~e is complete, then control t,~r~
from the test step 82 to a step 86 which sets the maximum number of forms that the user can order to six and provides the user with an aL~lo~ial~ message. As described in more detail below, if the user in fact orders more than three forms, then the forms must be mailed to the user. In addition, irrespective of whether the user's mailing address stored in the ~l~t~h~ is complete, certain types of formscannot be faxed to the user and must be mailed.
Following either the step 84 or the step 86 is a step 90 where the user is ~rol~ d to enter a three-digit form number. Note that although for the embo~limPnt of the invention illustrated herein the forrns are l~r~senLed by thre~digit numbers, it is possible to use any number of digits or any co,l-bil~alion of digits to identify specific ones of the forms.
Following the step 90 is a test step 92 which determines if the user has entered three form digits in less than five seconds. If not, then the user has delayed more than five seconds in enterin~ a three-digit number and control ,srel~ from the test step 92 to a test step 94 to ~etermine if the user has delayed el~t-'.- i--g the form number more than three times. If not, then control transfers from the step 94 back to the step 90 to l~nJIn~l the user to enter the form "u",ber. Otherwise, if it is cl~ inPd at the step 94 that the user has failed toenter the form number in a timely fashion three or more times, then control transfers from the step 94 to a step 96 where the user is provided with an W 097/23088 PCTnUS96~0I77 a~l~liale lel~ AIion message indi~ting that the system is ~ cuni~p~
because the user has failed to provide the form number input. Following the step96 is a step 98 where the system 20 hangs up the telephone. PrQce~in~ is complete following the step 98.
If it is determinP~l at the step 92 that the user has entered a thre~digit number in less than five seconds, then control transfers from the step 92 to a test step 102 to determine if the user has entered a correct form number. The test step 102 involves a number of ~ubsleps which are shown in FIG. 4 and described in more detail in connection with the discussion of FIG. 4, below.
If it is determined at the test step 102 that the user has not entered a correctform number, then control transfers from the step 102 to a step 104 to clelti....;nP
if the user has failed three times to enter a correct form number. If not, then control transfers from the test step 104 back to the step 90 to lClJlUIII~)~ the user to enter the three-digit form number. Otherwise, if it is dt;l~ln~illed at the test step 104 that the user has not entered a correct form nulllbeL three times, then control transfers from the test step 104 to a step 106 where the user is provided with amessage in~lic~tin~ that the user should order the forms catalog in order to receive information correlating available forms with particular three-digit form ~lumb~l~s.
Following the step 106, control transfers back to the step 54 shown in FIG. 2 and described above. The flow from the step 106 to the step 54 is in~ tecl by the co~rlPction from the step 106 to the off-page connector "A" 67.
If at the test step 102 it is determined that the user has entered a correct form nllmher, ~hen control transfers from the step 102 to a test step 110 to determine if the user has ordered the ~ xilll~llll number of allowable forms. As~ C l~ed above in connPction with the steps 82, 84, 86, the m~imllm number of allowable forms that the user can order is six if the user's address stored in the d~t~b~ee of the system 20 is complete so that the forms can be mailed to the user or three if the user's address is not complete and the forms must be faxed to the user. If it is determined at the step 110 that the user has ordered the Ill~
allowable m~ be~ of forms, then control transfers from the step 110 to ~ 1ition~1 processing, shown in a subsequent figure and intli~ ~tP~ in FIG. 3 by an off-page connector "C" 112. Otherwise, if it is de~....ill~l at the test step 110 that the user has ordered less than the m~imllm allowable number of forms, then control W O 97/23088 PCT~US96~0177 transfers from the step 110 to a step 114 where the user is plo~llpLed to press ~e " 1 " touchtone telephone key if the user wishes to order an additional form.
Following the step 114 is a test step 116 to determine if the user has pressed the ''1" key to order an ~ iition~l form. If so, then control transfers from the test S step 116 back to the step 90 where the user is ~ro-l~led to enter another three-digit form number. Otherwise, if it is detPrrnined at the test step 116 that the user does not wish to order an additional form, then control L.dlls~ls from the test step 116 to additional steps shown in a subsequent figure and in-lic~t~d onFIG . 3 by the off-page conn~ctor "C" 112.
Referring to FIG. 4, a flow chart 120 in(lic~tes substeps which comprise the test step 102 of FIG 3 that determines if the user has entered a correct forrn number. The first step of the flow chart 120 is a test step 122 which clrlr--..ines if the form digits entered by the user colle~,nd to an actual form stored in the ~ t~h~e~ of the system 20. If not, then control transfers from the step 122 to astep 124 which inrlic~tes that the result of the correct form test at the step 102 will be NO. Following the step 124, proctoeein~ for the test step 102 is complete andprocPs~ing resumes at the step 104 shown in FIG. 3.
If at the test step 122 it is dt;~ ed that the form number entered by the user exists (i.e., the form number col~e~onds to a form stored in the ~l~t~h~e of the system 20), then control transfers from the test step 122 to a step 126 where the user is ~ Led to confirm the form numbers entered by the user. The prompt message in~ ~tes the entered form number to the user and asks the user topress a " 1 " tollchton~ telephone key to conrlrJll the entry and to press a "2"touchtone telephone key to change the entry. Following the step 126 is a test step 128 which del~ll,~ines if the user has delayed making a key entry for more than five seconds. The user is required to press the "1" or "2" touchtone keys withinfive se~on-l~ of the end of the prompt provided at the step 126. If it is del~r-l~illed at the step 128 that the delay has been greater than five seconds, control transfers from the step 128 to a test step 130 to determine if the user has delayed three times in pressing a key. If not, control transfers from the test step 130 back to the step 126 to lcprvlllyL the user to confirm the form order. Otherwise, if the user has been ~rulllpled three times at the step 126 and has failed to provide any entries, then control transfers from the step 130 to a step 132 where the user is WO 97~23088 PCT~US96~0177 provided with a lell-lin~Lion message in-lic~tinp that the system 20 is ~ connecting due to the user's inaction. Following the step 132 is a step 134 where the system 20 hangs up the telephone. Processing is complete after execution of the step 134.
If it is det~rminP~ at the step 128 that the user has not delayed key entry for more than five seconds, control transfers from the step 128 to a test step 136 to de~ P if the user has pressed the "1" touchtone key or the "2" tollchfs~nP
key in response to the prompt provided at the step 126. Note that only the "1"
key and the "2" toucht nP- keys are the only a~r~l;ate responses to the prompt provided at the step 126 (in addition to the "9" key, ~iiecu~ser~ above in connectinn with FIG. 2). If it ;s detPrmin~d at the step 136 that the user has not pressed the "l" key or the "2" key, then control transfers from the step 136 to a step 138 to determine if the user has provided ina~L,l~liate input three times. If not, control transfers from the test step 138 back to the step 126 to r~oll~t the user to confirm the form order number. Otherwise, if at the step 138 it is del~ ~ined that the user has prol~rided an inap~ iate response three times, then control l,~ls from the step 138 to a step 140 where the user is provided with a l~ alion me~ee~P in-iic~ti~g that the system 20 is disconnp~ctin~ due to the user's ina~lv~liate input. Following the step 140 is a step 142 where the system 20 disconnects from the user by h~n~in~ up. Proc~eein~ is complete after the step 142.
If it is determined at the test step 136 that the user has pressed the "1"
touchtone key or the "2" touchtone key, then control passes from the step 136 to a test step 146 to ~rLe ...;ne if the user has pressed the "1" touchtone key. If the user lhas pressed the " 1 " key in response to the prompt at the step 126, then control passes from the step 146 to a step 148 where the result of confirmin~ the form entry is set to YES. That is, the step 148 causes the test step 102 of FIG. 3 to take the YES branch, thus infiic~tin~ that the form number entered by the user is correct. Following the step 148, control returns to the flow ~ r~m of FIG. 3 where control passes from YES branch at the step 102 to the step 110.
If at the test step 146 it is determined that the " 1" key has not been pressed, then control passes ~rom the step 146 to a step 150 where the result ofchP~kin~ the co~ ess of the form entry is set to N~. That is, the step 150 causes control to pass from the test step 102 of FIG. 3 via the NO branch thereof W O 97/23088 PCT~US96/20177 to the test step 104.
Referring to ~IG. S, a flow chart 160 shows continUp~ processing from the off-page connector "C" 112 of FIG. 3. The processing begins at a step 162 where a prompt is provided to ~le~ P if the user desires to have the forms person~1i7Pd Person~1i7in~ the forms includes taking e~ ting, generic, blank forms and filling in some of the fields with information from the user profile data that is provided to the system 20. This info~ a~ion incl~l~les the user's name, address, telephone number, age, and any other infcrm~tic-n that can be .~ ;n~l in the d~t~h~e. Per~on~1i7.ing the forms is accomplished using built-in fe-dlul-es of the Jetforms sorlw~e that merge f1~t~h~eP information with form images to customize the forms with specific user illfor.l-a~ion.
At the step 162, the user is plulll~led to press the "1" key on the tourhtr~np telephone to request person~li7PA forms and to press the "2" key on the tou~htonP.
telephone to request generic, blank, forms. Following the step 162 is a test stPp 164 which determines if there is a greater than five-second delay between the end of the prompt at the step 162 and the user PntPnng or pressing a key of the touchtone telephone. If there is a greater than five-second delay, then control passes from the step 164 to a test step 166 to determ-ne- if it is the third time that the user has delayed more than five seconds to provide an entry in response to the prompt at the step 162. If it is dc;l~ ed at the step 166 that it is not the third time, then control lld--sr~l~ from the step 166 back to the step 162 to ~~pru~ l the user. Otherwise, if it is determined at the test step 166 that the user has provided no response to the prompt at the step 162 three times, then control t,d~rr,~ from the step 166 to a step 168 where the user is provided with an a~r~,i~le ~rl ~ ion message in~ ting that the system 20 is discc-nnec~ing due to the user's failure to respond to the prompt at the step 162. Following the step 168 is a step 170 where the system 20 hangs up the telephone. Proce~inp is complete after the step 170.
If it is determin~cl at the test step 164 that the user has provided an input within five seconds of the prompt at the step 162, then control transfers from the step 164 to a test step 172 to determine if the user has pressed the "1" key or the "2" key on the tou~llton~ telephone. Note that the only a~lu~liat~ responses to the prompt at the step 162 are the "1" key and the "2" key (in addition to the ~9"

CA 02240488 l998-06-l2 WO 97/23088 PCT~US96/20177 key, discussed above in connection with FIG. 2).
If it is determined at the test step 172 that the user has not pressed either the "1" key or the "2" key, then control transfers from the step 172 to a test step 174 to determine if the user has provided an ina~lu~ le response to the prompt S at the step 162 three times. If not, then control t~n~fers from the step 174 back to the step 162 where the user is reproll~led. Otherwise, if the user has provided an il~a~ ia~ onse to the prompt at the step 162 three times, then control transfers from the step 174 to a step 176 where the user is provided with an a~r~liate Ir. ..,i~ ;on message in~ic~ting that the system 20iS discnnnto,ctin~ the user's call due to the ina~plol?~iate input provided by the user. Following the step 176 is a step 178 where the system 20 hangs up the call. Pl~ is complete after the step 178.
If it is dPtermin~d at the test step 172 that the user has pressed the "1" key or the "2" key on the touchtone telephone, then control transfers from the step 172 to a test step 18? to determine if the user has pressed the "1" key. If so, thencontrol transfers from the test step 182 to a step 184 where per~on~1i7f~
il~fc,ln-aLion is added to the forms ordered by the user. The forms can be onalized USillg a run-time version of the Jetforms sorlwal~ running on the IVR
processor 24. Following the step 184 or following the test step 182 when the user presses the "2" lcey, control tr~n.~fers to an off-page connector "D" 186 which inrlir~t~s additiomal ~l-!CÇ.S~ g illu~tr~t~1 in subsequent flow charts and described below.
Referrin~ to FIG. 6, a flow chart 200 illustrates ~ ifion~l steps that follow from the procçs~in~ of FIG. 5 and continue via the off-page connector "D" 186 ofFIG. 5. At a first test step 202, it is ~letPrmin~ if the address il ru. ~ n for the user that is provided via the user profile data is complete. If so, then control~ans~ers from the test step 202 to additional proce-s~in~ shown in a ~se luenl figure and in-lir~tP~l by an off-page connector "E" 204. Otherwise, if the address inr(,l~ ion for the user is complete, then conkol kansfers from the step 202 to a test step 206 to ~lett-rmine if some of the forms ordered by the user are not faxable. Non-faxable forms can include sre~i~li7ed forms that contain carbon pages or other portions which render the forms non-faxable. If all of the forms are faxable, then control transfers from the step 206 to a step 208 to ~et~rmine if WO 97/23088 PCT/US96~0177 the user has ordered more than three forms. Note that, as ~ cusse~l above, even if all the forms are faxable, the user is only allowed to fax three forms.
Accorlillgly, if the user has ordered more than three forms, then the ordered forms must be mailed to the user. If the user has not ordered more than three forms, then control transfers from the step 208 to a step 210 where the user is provided with a prompt requesting that the user inrlic~te whether to fax or mail the ordered forms. The prompt at the step 210 in-lic~t~s that the user should press the " 1 " touchtone telephone key to have the forms faxed to the user and that the user should press the "2" touchtone telephone key if the user would like the forms mailed.
Following the step 210 is a test step 212 which cl~lc~ ncs if the user has taken more than five seconds to provide a response to the prompt at the step 210.
If so, control transfers from the test step 212 to a test step 214 to determine if it is the third time in a row that the user has failed to respond to the prompt at the step 210 within five seconds. If not, then control transfers from the test step 214 back to the step 210 where the user is l~ylo~ d. If, on the other hand, it is determined at the test step 214 it is determined that the user has failed three times to respond to the prompt at the step 210, then control transfers from the step 214 to a step 216 where the user is provided with an a~l~li~le le.".il,aLion m~ e in~ tin~ that the system 20 is disconnecting due to the user's inability to respond to the prompt at the step 210. Following the step 216 is a step 218 where the system 20 hangs up the telephone. Processing is complete after the step 218.
If the user enters a response to the prompt at the step 210 within five seconds, then control transfers from the step 212 to a test step 220 which ~1P-Ie~ S if the user has pressed the " 1 " tou~ llt~ne telephone key or the "2"touchtone telephone key. Note that the only ay~ yliate responses to the prompt at the step 210 is the "1" key or the "2" key (in ~ litinn to the "9" key, discussed above in connP~ti~ n with FIG. 2). If the user has not entered an aypprop~ e l~spollse, then control transfers from the step 220 to a test step ~2 to clt;~ .in~, if the user has entered an ina~,~,iate response three times in response to the prompt at the step 210. If not, then control transfers from the step 222 back tothe step 210 to r~l(~ p~ the user for input. Otherwise, if the user has providedan ina~>ylo~liate response three times, then control transfers from the step 222 to a W O 97~23088 PCT~US96~0177 step 224 where the user is provided with an a~r~ Le ~ alion mP~ge in~lic~*n~ that the system 20 is disconnlo~tin~ due to the user's inability to provide the requested input. Following the step 224 is a step 226 where the system 20 hangs up the call. Pollowing the step 226, pr~ces~in~ is complete.
If at the test step 220 it is (letermin~d that the user has pressed the "1l' touchtone key or the "2" touchtone key, then control transfers from the step 220 to a test step 230 to detPrmine if the user has pressed the "2" tou~ ht nP key in~ ting a desire that the forms be mailed. If not, then control tr~n~fers from the test step 230 to a plurality of steps found in a subsequent flow chart, des- ribe~
below, intli-~t~d by the off-page connector "E" 204. Otherwise, if the user requests that the forms be mailed, then control t~ rt;l~ from the step 230 to a step 234 where the user is provided with a message inrlir~ing that the forms will be mailed. Following the step 234 is a step 236 where the system hangs up in order to disconnect the call from the user. Following the step 236 is a step 238where the system 20 prints the forms. The forms are mailed to the user by an o~l~tol of the system 20 sometime arl~lw~d.
Note that if it is determined at the test step 206 that some of the forms ordered by the user are not faxable or if it is determined at the test step 208 that the user has ordered more than three forms, then control tr~n~fer~ from those steps 206, 208 to the step 234 followed by the steps 236, 238, described above, which causes the forms to be mailed.
Referring to FIG. 7, a flow chart 250 ilhl~tr~tP.s c~ ~ operation from the off-page connector "E" 204 of FIG. 6. At a first step 252, the user is pr~ led to enter the user's fax tPl~phon~ number. The prompt requests that the user enter all of the digits of the fax telephone number followed by the pound sign.
Following the step 252 is a test step 254 which det~rminP~s if more than five seconds have passed since the end of the prompt and before the user has entered any digits. If more than fiveSelCQ1~ have passed, control passes from the test step 254 to a test step 256 to determine if it is the third time in a row that the user has provided no input in response to the prompt at the step 252. If not, then control passes from the test step 256 back to the step 252 to r~l~nll)l the user.
Otherwise, if it is delerl"i-led at the step 256 that the user has not provided any W 097/23088 PCT~US96/20177 input three times, then control passes from the step 256 to a step 258 where theuser is provided with a te ,..i~ n message in~ *ng that the system 20 is disconnP~ting due to the user's failure to provide input to the prompt at the step 252. Following the step 258 is a step 260 where the system 20 hangs up the telephone connector. Following the step 260, proces~ing is complete.
If at the test step 254 it is determined that the user has provided an input within five seconds, then control passes from the step 254 to a test step 264 todetermine if the user has entered a proper key from the user's touchtone telephone. In this inst~nce, the proper keys include all of the llul~lbel keys and the pound sign ("~"). Note also that pressing the "9" key at this stage will not return the user to the main message at the step 54 shown in FIG. 2. If the user has notentered a proper key, control ILdn~ from the test step 264 to a test step 266 which dc;Lelll;ules if the user ha~s entered an improper key three times in a row. If not, control transfers from the step 266 to a step 268 where the previous digitsentered by the user are cleared from the memory of the system 20 in order to allow the user to reenter the phone number of the user's fax m~ hinP from the beginning of the number. l~ollowing the step 268, control transfers back to the step 252 where the user is l~lolll~d.
If at the test step 266 it is d~ çd that the user has entered an illl~ro~er key three times, control transfers from the test step 266 to a step 270 where the user is provided with an app~ error mPs~gç in~ *ng that the system 20 is ;ng the connection due to the user's failure to prope;lly enter the correct digits. Following the step 270 is a step 272 where the system 20 hangs up the telephone connection. Pollowing the step 272, processin~ is complete.
If at the test step 264 it is determined that the user has entered a proper key on the user's touchtone telephone, then control transfers from the test step 264 to a test step 276 to determine if the user has pressed the pound sign to in~ t~ thatthe user has comp1etçd entry of the telephone number of the user's fax m~ in.o If it is de~~ ined at the test step 276 that the user has not pressed the pound sign, control transfers back up to the step 264 to allow the user to continue to enter keys and to test each of the keys to determine if each key is a proper key. If, on the other hand, it is determined at the step 276 that the user has entered a pound sign, then control transfers from the step 276 to additional steps le~les~l~led by an W 097~30~ PCTrUS96~0177 off-page connector "G" 278, which coll~s~onds to steps found in flow charts of subsequent figures and described below.
Refernng to FIG. 8, a flow chart 280 l~lcs~ ls conl;"~ on of steps from the off-page comlector "G" 278 of FIG. 7. At a first step 282 of the flow chart 280, the user is l~luln~?led to confirm the entered fax telephone number. That is, the user is provided with a message repP~ting the telephone number entered by the user and requesting that the user confirm that the entered number is correct. The user can confirm entry by pressing the " 1 " touchtone telephone key.
~lt~ ively, the user can indicate that the telephone entry is incorrect by pressing the "2" tou~ltonP- telephone key.
Pollowing the step 282 is a test step 284 which determines if more than five seconds have passed since the end of the prompt at the step 282 until the user has pressed a key of the touchtone telephone. If more than five seconds have passed, then control transfers from the step 284 to a test step 286 which determines if it is the third time in a row that the user has failed to provide input in response to the prompt at the step 282. If not, then control transfers from the step 286 back to the step 282 where the user is ~ ;d. Otherwise, if it is determined at the step 286 that it is the third time that the user has provided no input in response to the prompt at the step 282, then control transfers from thestep 286 to a step 288 where the user is provided with an appLopliate ~ ;on message in~ t~ that the system 20 is ~ nPctin~ due to the user's failure to provide input. Following the step 288 is a step 290 where the system 20 hangs upthe telephone. Following the step 290, proce-s~in~ is complete.
If at the step 284 it is determined that more than five seconds have not passed since the user has provided an input in response to the prompt at the step 282, then control transfers from the step 284 to a test step 294 which determin~qs if the user has entered a "1" key or a "2" key on the touchtonP telPphonP Note thatthe only a~pro~liak; lc;~onses to the prompt at the step 282 are the " 1 " key and the "2" key (in addition to the "9" key which is ~ cll$sP~ above in connPction with FIG. 2~. If it is rles~PrminpA at the step 294 that the user has not provided an ap~ ~ response, then control transfers from the step 294 to a test step 296 which determin~s if the user has provided ina~ropliate input in response to the prompt at the step 282 three times. If not, then control transfers from the step WO 97~3088 PCTAUS96~0177 296 back to the step 282 where the user is r~plulllp~d to confirm the entered telephone number. Otherwise, if it is determined at the step 296 that the user has provided in~p~l~liate input three times in a row in response to the prompt at the step 282, then control transfers from the step 296 to a step 298 where the user is S provided with a le~ on message in(1ir~ting that the system 20 is di~connP~ g due to the user's input of in~ iate data. Following the step ~98 is a step 300 where the system 20 hangs up the telephone connection. Following the step 300, procçs~in~ is complete.
If it is ~letPrminç~l at the test step 294 that the user has provided a~lupli~leinput in the form of a "1" touchtone tel~phone key or a "2" toucht~ nP telephonekey, then control transfers from the step 294 to a test step 304 which ~letPrminPs if the user has pressed the "2" touchtone telephone key. If so, then control tr~n~fe back to the steps int1ir~teA by the off-page connector "~" 204 which is found atthe top of the flow chart 250 of FIG. 7. The steps of FIG. 7 are directed to allowing the user to re-enter the user's fax telephone number.
If it is determined at the test step 304 that the user has not entered a "2"
touchtone telephone key, then control transfers from the step 304 to the step 306.
Note that the user reaches the step 306 by passing the "1" key cor,f;l"~lg entry of the user's fax telephone number. At the test step 306, it is determined if the telephone number entered by the user contains a correct number of digits. Note that telephone numbers can only contain certain numbers of digits. For ~ plr~
in the United States, a local telephone number will contain seven digits and a long fli~t~nce telephone number will contain ten digits. No telephone numbers contain, for Py~mrleJ five or six digits. Accordingly, if it is detçrmined at the step 306 that the user has entered an improper number of digits, control tr~n~fers from the step 306 to a step 308 where the user is provided a message intli~ting that an incorrect number of digits has been received. The message provided at the step 308 also in-lir~tPs that, for intPrn~tional calls, the tPTephQne nu~llbel should be preceded by "011". Following the step 308, control transfers to the steps in-lir~ted by the off-page connector "E" 204 which is found at the top of the flow chart 250 of FIG. 7.
If it is determined at the step 306 that the user has provided a tP.lephonP
number with a correct number of digits, then control transfers from the test step - W O 97123088 PCr~U~96~0177 308 to an off-page connector "H" 310 which references steps found in subsequent -- flow charts and described below.
- Referring to FIG. 9, a flow chart 320 in~ic~t~s a co~ n of steps from - the off-page connector "H" 310 found in FIG. 8. At a first step 322, the user is S p~ ed to in-lir~t~- whether the requested fax tr~nsmi.esion should be sentimmPAi~t~ly or if the fax tr~n~mi~sion of the forms to the user should be delayed until after mi~lni~ht Eastern Standard Time. The user is plol"plt;d at the step 322 to press the "2" to~ htone key to indicate that the user desires to delay fax tr~nsmi~eion until after mi-lni~ht, Eastern Standard Time. The user is also ~ro",l~led at the step 322 to press the " 1 " touchtone telephone key to intlir~te that the user does not desire such a delay. Note that although the system 20 is str~t~l herein with a single delay option to mi~lnight F~st~rn Standard Time, itis possible to configure the system 20 to allow delay of fax tr~n~mi~ion to a different time andlor to allow for multiple delay options and user specified delays.
Following the step 322 is a test step 324 which determines if more than five seconds have passed from the end of the prompt at the step 322 un~l the user has entered any data. If it is (~el~ ~ at the test step 324 that more than five seconds have passed, then control transfers from the test step 324 to a test step 326 to determine if it is the third time in a row that the user has provided no input in response to the prompt at the step 322. If not, control trzm.sf~.rs from the test step 326 back to the step 322 where the user is lcp~ llpled. Otherwise, if the user has failed three times in a row to provide input in response to the prompt at the step 322, then control transfers from the step 326 to a step 328 where the user is provided with an a~,opliale IP-I,.-in~icn mP~e in-lir~ting that the system 20is ~ ~n~ g due to the user's inabilitv to enter data in l~t~llSe to the prompt at the step 322. Following the step 328 is a step 330 where the system 20 hangs up the telephone connection, thus Lel...in~til-~ the session with the user. Following the step 330, p~ ;n~ is complete.
If at the step 324 it is delr~ il.ed that the user has provided input within five seconds of the end of the prompt at the step 322, then control passes from the step 324 to a test step 334 which det~rminPs if the user has entered a '11l' toucht~ n~- key or a "2'l touchtone key in response to the prompt at the step 322.
Note that the only a~ pliate responses to the prompt at the step 322 are pressing W O 97/23088 PCT~US96/20177 the "1" touchtone key or the "2" touchtone key (in addition to the "9" touchtnnPtelephone key, tli~cu~ed above in connP~ti-~n with FIG. 2).
If it is detPrminPd at the step 334 that the user has not provided an ~pl~liate response to the prompt at the step 322, then control transfers from the step 334 to a step 336 to determine if it is the third time in a row that the user has provided an ina~r~liaL~ response to the prompt at the step 322. If not, control transfers from the step 336 back to the step 322 where the user is lc~ L~d.
Otherwise, if it is deterrninPd at the step 336 that the user has provided i~a~lo~liate input three times, then control transfers from the step 336 to a step 338 where the user is provided with a termination message intlit~tin~ that the system 20 is rlisconn~P~cting due to the user's inability to respond a~)pr~,iat~ly to the prompt at the step 322. Following the step 338, control transfers to a step 340 where the system 20 hangs up the telephone connection. Following the step 340, processing is complete.
If it is d~Lel.uilled at the test step 334 that the user has pressed a "1"
touchtone key or a "2" touchtone key, then control transfers from the step 334 to a test step 344 to d~;ler--~ne if the user has pressed a "1" key. If it is detprmin~l at the test step 344 that the user has pressed the " 1 " touchtone key, control transfers from the step 344 to a step 346 where an in~ tion ~such as a sorLw~LLG variable)is set to inllic~te to the system 20 that the forms are to be faxed as soon as possible. Otherwise, if it is det~ ,..inPd at the test step 344 that the user has not pressed the "1" key, and thus by inference the user has pressed the "2" to~l~ht~nP
key, then control transfers from the test step 344 to a step 348 where the system 20 is configured to fax the forms after mi~lni~ht P~tern Standard Time.
Pollowing either the step 346 or the step 348 is a step 350 where the user is provided with a message in(lit~tin~ that proce~ing is complet~. Following thestep 350 is a step 352 where the system 20 hangs up the telephone connP~tion, thus ~ ".i~ ;l.g the session with the user. Following the step 352 is a test step 354 which delr~ es if the system 20 has been configured to fax the forms after mi~lni~ht Eastern Standard Time. If so, control transfers from the step 354 to astep 356, in~lic~tin~ that the system 20 waits until after midnight to fax fo~nsusing the user's fax telephone number entered previously. Otherwise, if it is determined at the test step 354 that the user has not configured the system 20 to W O 97~3088 PCTAUS96/20177 fax the forms after mi~lnight, then control tran!sfers from the step 354 to a step 358 where the system 20 faxes the forms to the user. Note that the step 358 also follows the step 356 where the system 20 waits. However, in the case of the system 20 tMn~itiQning from the step 354 to the step 356 and then to the step 358, S the forms will not be faxed until after the period of waiting at the step 356.
Following the step 358, pr~ces~ing for the system 20 is complete.
Note that for the faxing step 358, it is possible in the case of items to be fa:~ed after mi~lni~h~, F~.~tern Standard Time, to i~ax the items in a way that takes into account the fact that when it is mitlnight, ~astern Standard Time, it is 9:00 p.m. on the west coast. Essentially, all of the co."puLcl batch jobs co~ o~ldingto items to be faxed at miflni~ht are sorted (using the area codes) such that items d~stinPA for the east coast are faxed first, followed by items ~le~inf~l for the mid-west, and then ~ollowed by items destined for the west coast. In this way, itemsare faxed to the later time zones last and, hence, closer to millnight in those time zones.
While the invention has been disclosed in connection with the ~lercllcd embo-lim~nt~ shown and described in detail, various modifications and improvements thereon will become readily al)~arcnL to those skilled in the art.
Accordingly, the spirit and scope of the present invention is to be limited only by the following claims.

Claims

What is claimed is:

1. Form creation and ordering system, comprising:
form generating means, for creating and editing forms;
telephone access means, for receiving telephone calls placed by users;
first prompting means, coupled to said telephone access means, for prompting the users to indicate between one and a predetermined number of particular desired forms and for prompting the users to indicate a selected mode of delivery; and \ form providing means, coupled to said form generating means and said first prompting means, for providing the desired forms to the users via the selected mode of delivery.

2. Form creation and ordering system, according to claim 1, further comprising:
identification means, coupled to said telephone access means, for uniquely identifying each of said users and for providing identification information indicative thereof;
data receiving means, coupled to said identification means, for receiving user profile data that varies according to said identification information;
second prompting means, for prompting the users to indicate whether the desired forms should be customized prior to being provided to the users; and form customizing means, coupled to said second prompting means, said data receiving means, and said form providing means, for customizing the desiredforms in response to the users indicating that the desired forms should be customized prior to the desired forms being provided to the users by said form providing means, wherein customizing the desired forms includes adding user specific information thereto.

3. Form creation and ordering system, according to claim 1, wherein said selected mode is one of: a faxing mode for faxing the desired forms to the usersand a mailing mode for mailing the desired forms to the users.

4. Form creation and ordering system, according to claim 3, wherein said faxing mode is one of: a first faxing submode for faxing the desired forms immediately and a second faxing submode for faxing the desired forms at a predetermined time.

5. Form creation and ordering system, according to claim 4, wherein said predetermined time is midnight, Eastern Standard Time.

6. Form creation and ordering system, according to claim 3, wherein said predetermined number varies according to said selected mode.

7. Form creation and ordering system, according to claim 6, wherein said predetermined number is six for said mailing mode and wherein said predetermined number is three for said faxing mode.

8. Form creation and ordering system, according to claim 1, wherein said form generating means includes a form generation engine implemented using a processor and form generation software.

9. Form creation and ordering system, according to claim 1, wherein said telephone access means includes a security processor.

10. Form creation and ordering system, according to claim 1, wherein said first prompting means includes an IVR processor.

11. Form creation and ordering system, according to claim 1, wherein said form providing means includes a fax server and a printer.

12. Form creation and ordering system, according to claim 1, wherein said form generating means includes a scanner.

13. Form creation and ordering system, according to claim 2, wherein said selected mode is one of: a faxing mode for faxing the desired forms to the usersand a mailing mode for mailing the desired forms to the users.

14. Form creation and ordering system, according to claim 13, wherein said faxing mode is one of: a first faxing submode for faxing the desired forms immediately and a second faxing submode for faxing the desired forms at a predetermined time.

15. Form creation and ordering system, according to claim 14, wherein said predetermined time is midnight, Eastern Standard Time.

16. Form creation and ordering system, according to claim 15, wherein said predetermined number varies according to said selected mode.

17. Form creation and ordering system, according to claim 16, wherein said predetermined number is six for said mailing mode and wherein said predetermined number is three for said faxing mode.

18. Form creation and ordering system, according to claim 13, wherein said predetermined number varies according to said selected mode.

19. Form creation and ordering system, according to claim 18, wherein said predetermined number is six for said mailing mode and wherein said predetermined number is three for said faxing mode.

20. Form creation and ordering system, according to claim 2, wherein said form generating means includes a form generation engine implemented using a processor and form generation software.

21. Form creation and ordering system, according to claim 13, wherein said form generating means includes a form generation engine implemented using a processor and form generation software.

22. Form creation and ordering system, according to claim 17, wherein said form generating means includes a form generation engine implemented using a processor and form generation software.

23. Form creation and ordering system, according to claim 2, wherein said telephone access means includes a security processor.

24. Form creation and ordering system, according to claim 13, wherein said telephone access means includes a security processor.

25. Form creation and ordering system, according to claim 17, wherein said telephone access means includes a security processor.

26. Form creation and ordering system, according to claim 2, wherein said first prompting means includes an IVR processor.

27. Form creation and ordering system, according to claim 13, wherein said first prompting means includes an IVR processor.

28. Form creation and ordering system, according to claim 17, wherein said first prompting means includes an IVR processor.

29. Form creation and ordering system, according to claim 2, wherein said form providing means includes a fax server and a printer.

30. Form creation and ordering system, according to claim 13, wherein said form providing means includes a fax server and a printer.

31. Form creation and ordering system, according to claim 17, wherein said form providing means includes a fax server and a printer.

32. Form creation and ordering system, according to claim 2, wherein said form generating means includes a scanner.

33. Form creation and ordering system, according to claim 13, wherein said form generating means includes a scanner.

34. Form creation and ordering system, according to claim 17, wherein said form generating means includes a scanner.

35. Form creation and ordering system, according to claim 22, wherein said telephone access means includes a security processor.

36. Form creation and ordering system, according to claim 35, wherein said first prompting means includes an IVR processor.

37. Form creation and ordering system, according to claim 36, wherein said form providing means includes a fax server and a printer.

38. Form creation and ordering system, according to claim 37, wherein said form generating means includes a scanner.

39. Method of creating and ordering forms, comprising the steps of:
generating the forms;
receiving telephone calls placed by users;
prompting the users to indicate between one and a predetermined number of particular desired forms;
prompting the users to indicate a selected mode of delivery; and providing the desired forms to the users via the selected mode of delivery.

40. Method of creating and ordering forms, according to claim 39, further comprising the steps of:
uniquely identifying each of the users in order to provide identification information indicative thereof;
receiving user profile data that varies according to the identification information;
prompting the users to indicate whether the desired forms should be customized prior to being provided to the users; and customizing the desired forms in response to the users indicating that the desired forms should be customized prior to the desired forms being provided to the users by said form providing means, wherein customizing the desired forms includes the step of adding user specific information thereto.

41. Method of creating and ordering forms, according to claim 39, wherein the selected mode is one of: a faxing mode for faxing the desired forms to the users and a mailing mode for mailing the desired forms to the users.

42. Method of creating and ordering forms, according to claim 41, wherein said faxing mode is one of: a first faxing submode for faxing the desired forms immediately and a second faxing submode for faxing the desired forms at a predetermined time.

43. Method of creating and ordering forms, according to claim 42, wherein said predetermined time is midnight, Eastern Standard Time.

44. Method of creating and ordering forms, according to claim 41, wherein said predetermined number varies according to said selected mode.

45. Method of creating and ordering forms, according to claim 44, wherein said predetermined number is six for said mailing mode and wherein said predetermined number is three for said faxing mode.

46. Method of creating and ordering forms, according to claim 40, wherein said selected mode is one of: a faxing mode for faxing the desired forms to the users and a mailing mode for mailing the desired forms to the users.

47. Method of creating and ordering forms, according to claim 46, wherein said faxing mode is one of: a first faxing submode for faxing the desired forms immediately and a second faxing submode for faxing the desired forms at a predetermined time.

48. Method of creating and ordering forms, according to claim 47, wherein said predetermined time is midnight, Eastern Standard Time.

49. Method of creating and ordering forms, according to claim 48, wherein said predetermined number varies according to said selected mode.

50. Method of creating and ordering forms, according to claim 49, wherein said predetermined number is six for said mailing mode and wherein said predetermined number is three for said faxing mode.