Systems and methods for visual presentation and selection of IVR menu

(12) United States Patent
Lavian et al.
USOO886
(10) Patent No.:
(45) Date of Patent:
7708B1
US 8,867,708 B1
*Oct. 21, 2014
(54) SYSTEMS AND METHODS FORVISUAL
(76)
(*)
(21)
(22)
(51)
(52)
(58)
(56)
PRESENTATION AND SELECTION OF VR
MENU
Inventors: Tal Lavian, Sunnyvale, CA (US); Zvi
Or-Bach, San Jose, CA (US)
Notice: Subject to any disclaimer, the term ofthis
patent is extended or adjusted under 35
U.S.C. 154(b) by 254 days.
This patent is Subject to a terminal dis
claimer.
Appl. No.: 13/410,318
Filed: Mar. 2, 2012
Int. C.
H04M II/06
G06F 15/16
G06O 30/00
GIOL I5/06
U.S. C.
USPC ... 379/88.18; 379/70; 379/88.13; 379/93.17;
379/218.01: 379/265.13:455/406:455/563:
704/270.1: 704/277; 705/37; 709/206; 709/217;
710/63; 7.10/72
(2006.01)
(2006.01)
(2012.01)
(2013.01)
Field of Classification Search
CPC .................................................... HO4M 1/2535
USPC ............... 379/70, 88.01, 88.09, 88.11, 88.13,
379/88.18, 88.23, 93.17, 93.25, 100.01,
379/208.01, 218.01, 265.09, 265.13, 266.1:
455/406, 563; 704/270.1, 277; 705/37;
709/206, 217: 710/63, 72
Seeapplication file forcomplete search history.
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Yin, M. and Zhai, S., “The Benefits ofAugmentingTelephoneVoice
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(Continued)
Primary Examiner—Gerald Gauthier
(57) ABSTRACT
Embodiments ofthe invention provide a system for enhanc
ing user interaction with Interactive Voice Response (IVR)
destinations, the system comprising: a processor; and a
memory coupled to the processor, the memory comprising:
data encoding a database, the database comprising a list of
telephone numbers associated with one or more destinations
implementingan IVR; instructionsexecutableby theproces
sor for automatically communicating with at least one user;
and instructions executable by the processor to pull at least
one menu from the database and display the menu to the at
least one user, wherein the menu is associated with a tele
phone numberdialedby theatleastoneuser,and whereinthe
menu comprises at least one icon.
20 Claims, 32 Drawing Sheets
Connectto a destination
1804- Analyzea firstleveloftheaudible IWR
1802
s
Storetheinformationregardingthe
audible WRmenu in a database
1808
Are there anysub
renus in the audible
WR menu?
1810- Analyzethesub-menus a
Storetheinformation regardingthe
sub-menusin thedatabase
Yes
1812
1814 Arethereanysub
menus in the sub
menus

US 8,867,708 B1
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U.S. Patent

1502
Detect phone number ofa destination dialed from a device
Search for IVR information in visual menu database on the
device
1506
1504
ls a visual
menu for destination available
in visual menu
database?
ls the visual
menu correct?
Maintain the Connection till caller or destination
disconnects
FIG. 15A

ls the Visual menu
available in remote
epository?
1522
ls the Visual menu
available in updated
Visual menu
database?
(c) Yes
1526
Update the remote repository
FIG. 15B

Any menu selection
detected on the
device?
1530 Provide the dialed number as a
destination to remote repository
FIG. 15C

1558 Connect device to a remote repository
ls there an updated
Version ofthe Visual
menu in the remote
repository?
FIG. 15D

|

909),

U.S. Patent Oct. 21, 2014 Sheet 29 Of32 US 8,867,708 B1
1802
Connect to a destination
1804 Analyze a first level ofthe audible IVR
he U.
E.1806 Store the information regarding the
audible IVR menu in a database
Are there any sub
menus in the audible
IVR menu
Yes
1810 Analyze the Sub-menus
1812 Store the information regarding the
Sub-menus in the database
Are there any sub
menus in the Sub
menus?
Yes
FIG. 18

6],'SOI

Record Database Content
2002
V
Please enter invoice number
2004a
Please enterthe paymentamount
2006a
Please choose yourpayment card:
2008a Press 1 for VISA or 2 for MasterCard
Please say or enteryour
2010a Credit Card number
Please enter your Credit Card
2012a expiry date
FIG. 20A

Payment Form for ABC 2014
Please choose yourpayment card:
(O) VISA O MasterCard
FIG. 20B

US 8,867,708 B1
1.
SYSTEMIS AND METHODS FOR VISUAL
PRESENTATION AND SELECTION OF VR
MENU
FIELD OF THE INVENTION
The invention relates to Interactive Voice Response (IVR)
system and more specifically the invention relates to visual
selection ofIVR option from a caller device.
BACKGROUND OF THE INVENTION
Interactive Voice Response (IVR) technology is generally
used to detect Voice and key inputs from a caller. Various
organizations such as banks, insurance companies, andother
service providers use IVR technology to manage calls from
their customers. Typically, IVR systems are used by organi
Zations that have high call Volumes. An objective for imple
menting the IVR systems is to provide the customers with a
quickand good experience. Moreover, the cost ofproviding
the services is reduced.
Generally, when the caller calls a destination, such as a
bank, an automated audio menu is played. The audio IVR
menucancontaininstructionstoprovideinstantservicesSuch
as account balance inquiry when the destination is a bank.
Further, audio menu can provide options for the caller to
connect to a desired end inside the destination. Forexample,
the menu may direct the caller to press various keys on a
telephoneto connect to aparticulardepartment oragent. The
audio IVR menu is designed specific to a destination. There
fore, eachdestinationororganizationmayhavedifferentIVR
menus. Further,theIVR menu inanorganizationcanbebased
on the type ofdepartments, type of services, customer care
executives oragentsand so forth. Forexample,an IVR menu
ofabankmayinclude optionsrelatedtotheaccountdetails of
the caller, while an IVR menu of a pizzeria may contain
options to order or select a pizza.
Typically, the caller calling the destination may have to
listen and follow instructions on the menu to get a desired
response ora functionperformed. Therefore, theprocess can
be time consuming. Moreover, in casethe callerprovides an
incorrect input, the complete process may have to be
repeated. Furthermore, the IVR menu for an organization
maybeupdatedorchangedregularly. Forexample,extension
numbers inside an organization may be changed and corre
spondingly, the extension numbers associated with the IVR
menu may be updated. As a result, a frequent caller may not
beableto reach a desiredendby rememberinga combination
ofnumbers.Therefore,thecallermay becomefrustrated with
the IVR systems.
Some prior art try to address this problem by providing
visual form of IVR. These prior arts display the IVR menu
graphically on a caller device. U.S. Pat. No. 7.215,743
assignedto International BusinessMachinesCorporationand
apublished U.S. patentapplicationSer. No. 11/957,605, filed
Dec. 17, 2007 and assigned to Motorola Inc., provides the
IVR menu ofthedestination ina visual form to thecaller.The
caller can select the options from the IVR menu without
listeningto thecomplete audio IVR menu. However, the IVR
menudisplayedonthecallerdeviceisstored onanIVRserver
at the destination end. As a result, the visual IVR menu is
specific to thedestinationandonlythe IVRofthe destination
dialedisdisplayed. Further,the IVR menumayberequiredto
be configured on the serverofthe destination to display it to
thecaller,as disclosed in U.S. Pat. No. 7,092.738 assignedto
International Business Machines Corporation. A U.S. patent
applicationSer.No. 1 1/467,548,filedAug.26,2006discloses
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sending digital signals from the destination to the caller
device. Thereafter, the digital signals are processed by the
callerdeviceforpresentinga visual displayofthe IVR menu.
Thesetechniquestherefore,requireeach destinationtoset-up
hardware, software and other facilities to be deployed for
providing visual IVR servers.
Another existing technique as disclosed in U.S. Pat. No.
6.560,320assigned to International Business Machines Cor
poration enables an operator ofthe IVR to send customized
signals to the caller for generating and displaying graphical
elements on thedeviceofthecaller. Thereafter, thecallercan
respond by selecting options through touch-screen interface
ofthe device. DualTone Multi frequency (DTMF) signals of
the IVR. However, this technique requires a specifically con
figured device to interpret thecodes sentas DualTone Multi
frequency (DTMF)signalsforgeneratingthegraphics.More
over, an operator is required to present the graphics to the
caller. Furthermore, specialized software and hardware are
requiredatthe operatorto design andgenerate DTMF codes.
Therefore, the technique faces various practical limitations.
Further, a U.S. Pat. No. 7,027,990 assigned to Lester Suss
man, discloses visual menus fora touch-tone telephone with
an embedded computer. In this case the text menus may be
pre-loaded into the telephone of the caller as text menus.
Therefore, whenthecallerdials thedestination,anassociated
textmenu isdisplayedonascreen. However,thistechniqueis
limited to touch-tone telephones with embedded computer.
Anotherexistingtechnique as disclosed in U.S. patent appli
cation Ser. No. 11/957,605, filed on Dec. 17, 2007 and
assigned to Motorola Inc., provides a directory of an IVR
system in the form of forexample,a menu tree, on screen of
the caller device. However, the menu tree is provided to the
caller device by a remote server. Another existing technique
disclosessending messagessuch as ShortMessaging Service
(SMS) to the callerdevice corresponding to the audible IVR
menu. Such technique is disclosed in U.S. patent application
Ser. No. 11/877,952, filed Oct. 24, 2007. However, the mes
sage functions only as a visual aid and the caller is still
required to listen and respond to the audio IVR menu. A
published PCT Application WO 2008/086320, filed Jan. 7,
2008 and assigned to Snapin Software Inc., displays IVR
menu to the caller's device after connecting a call with the
destination.
Generally, the IVR menusoftheorganizations are inform
ofaudible menu. Moreover,therearealarge numberoforga
nizations that use IVR menus. Therefore, converting the
audible menus to visual menus can be time consuming. An
existing technique, as disclosed in U.S. Pat. No. 6.920.425
assignedto NortelNetworks Limited,discloses anautomated
Script to convert the audible menus Scripts to visual menu
scripts. However, theaudible menus scripts mustbeavailable
in a particularformat to enable the conversion. Furthermore,
theaudio menuscripts must beavailableordownloadable for
the program to function. As a result, only the audio menus
Scripts that are available can be converted to visual menu
scripts. Furthermore,thedeviceofthecallermustbedesigned
orprogrammedto understandthe visual menu scripts.A U.S.
Pat. No. 6,885,737 assigned to BellSouth Intellectual Prop
erty Corp., discloses a web interface for displaying the IVR
menu. However,a serveris requiredtotransmit theIVR menu
to the caller's device.
Various organizations encourage the customers to call
them for information on their products or services, or for
helping existing customers. Generally, a contact number is
provided by the organizations on their website as a button.
Therefore, when the customer presses the button a form is
displayed. The customer then enters his contact number

US 8,867,708 B1
3
wherean executivefrom the organization maycall. However,
this may be time consuming forthe customer. Moreover, the
customer may be not being able to talk to another executive
during the call in case the on-line executive is not able to
satisfy the customer. U.S. patentapplication Ser. No. 12/049.
021, filed Mar. 14, 2008 and assigned to Harprit Singh, pro
vides methods and systems for displaying an IVR menu,
when the caller clicks a link on a webpage provided by the
organization. However, the customer is still required to
request the webpage with embedded information from a
server ofthe organization. Moreover, the methods and sys
temsarelimitedtotheorganizationsthatprovidethe required
webpage to the customers. Other technologies include U.S.
patentapplicationSer. No. 11/877,952filedOct. 24,2007and
assigned to International Business Machine Corporation.
The effectiveness ofproviding the IVR in visual form is
discussed in a technical paper titled, “The Benefits ofAug
menting Telephone Voice Menu Navigation with Visual
Browsingand Search by MinYinetal. Thepaperdiscusses a
setup where visual content ofthe IVR is sent from a service
provider to a computer connected to a mobile phone. How
ever, the technique discussed in the paper is limited to the
visual content provided by the service provider's end, after
the connection is established. Moreover, the providers are
required to individually set up the hardware and services for
providing visual content.
As discussedabove the existing technologies have various
limitations.
SUMMARY
An aspect ofthe invention is to provide to a callerusing a
devicea visual menu corresponding to an audible IVR menu
ofa destination.
Another aspect ofthe invention is to enable the caller to
directly interactwith the visual menu withoutlistening to the
audible IVR menu ofthe destination.
Yet anotheraspect ofthe invention is to provide the visual
menu to the caller before establishing a connection of the
device with the destination.
Another aspect ofthe invention is to enable the caller to
interactwiththe visual menubyusingatouchsensitivescreen
ofthe device.
Another aspect of the invention is to provide advertise
ments related to the destination or function ofthe destination
dialed by the caller.
Acallermaydial orselectaphone numberfrom a deviceof
a destination. The phone number is detected by Visuphone
implemented on the device to display a visual menu corre
sponding to the audible IVR menu ofthe destination. Visu
phonemaybehardware,anapplicationstoredasaSoftwareor
firmware on the device, ora combination thereof.Visuphone
may include a database of visual menus corresponding to
audible IVR menus for various destinations. Thereafter, the
caller may interact with the visual menu displayed on the
device to establish aconnection withthedestination. Further
more, Visuphone may detect and launch a VOIP application
for establishing the connection. Moreover, Visuphone may
provide pre-recorded or computer synthesized audio
responses on behalfofthe caller to the destination.
An enhancedtelephonesystem isprovided. The telephone
system comprises a database that comprises one or more
phone numbers and one ormore menus corresponding to the
phone numbers, wherein the menus comprise one or more
optionsforselection.Thetelephonesystem comprises means
for comparing a dialed number to the phone numbers in the
database; means fordisplayingamenubasedonaresultofthe
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comparison; means forenabling selection ofthe one ormore
options from thedisplayed menu; and means forestablishing
a connectionwith a destination ofthedialed numberbasedon
the selection ofthe one or more options.
An enhanced telephonesystem isprovided. The telephone
system comprises a database comprising one or more phone
numbers and one or more menus correspondingto thephone
numbers, wherein the menus comprises one or more options
forselection; means forcomparing the a received number of
a received call to the phone numbers in the database; means
for displaying a menu based on a result ofthe comparison;
and means forenabling selection ofthe one or more options
from the displayed menu.
A method for providing enhanced telephony is also pro
vided. The method comprising identifying a number dialed
fromatelephonesystem;comparingthedialed numbertoone
or more phone numbers stored in a database, wherein the
database comprises one or more menus corresponding to the
phone numbers, and wherein the menus comprises one or
more options for selection; and displaying on the telephone
system a menu from the database based on a result ofthe
comparison.
Anotheraspect oftheinvention istogenerateadatabaseof
visual menus. The database generation could be done by
Successive calling the IVR and combined with Voice recog
nition. Calling the IVR systems can be done manually by
operatorsthatwill listen tooptions ofthe IVRandenterthese
options into the database. In this manual mode, the operator
will dial IVR numbers from a list and for each ofthem will
follow all theoptions in several levelsandineach level,enter
the menu entries intothedatabase. This can bedoneto many
different IVR phone numbers, by one or multiple operators.
Thevoicemenu canberecordedtoforanalyzinginadifferent
process ora different time.
Anotheraspect oftheinvention istogenerateadatabaseof
visual menus by a computer system. Combination ofhard
ware and Software that is connected to phone system and
automatically dials the IVR phone numbers, record the dif
ferentoptions oftheVoice menu,analyzethe Voice menu and
generate andenter thedifferent entries into the database. The
system willgeneratetheVoicetonethatsimulatestherelevant
touchtone ofa phone number pressed. This process will be
done in several levels until covering all the entries in all the
levels ofthespecific IVR system.This process is done forall
the IVR phone number in the list.
Additional alternative is to access the IVR internal data
base and download the menu. This approach requires the
collaboration with the IVR maker and at least permission
from the IVR owner. Having both a system couldbe build to
access IVR usingtheir maintenanceport, which is often con
nectedto the Internet. Accordingly, the system would access
the IVR and onceauthorized by the IVR owner it will down
loadtheinternal file representingthe IVR menu, which could
be called the IVRcustomization record. The downloaded file
would then be converted to visual menu by utility that could
be design according to the format, which could be provided
by the IVR maker.
Anotheraspectoftheinventionis to provideupdates to the
visual menus stored in the device.
Another aspect of the invention is to provide the visual
menu when the call is forwarded from one destination to
another.
Anotheraspect ofthe invention is to provide visual menus
on electronic devices with screens thatare connected to Visu
phone.

US 8,867,708 B1
5
Additional aspectoftheinvention is an automatic learning
ofuserchoiceand usesthat forassistingthe userin his future
calls.
BRIEF DESCRIPTION OF THE DRAWINGS
Having thus described the invention in general terms, ref
erence will now be made to the accompanying drawings,
which are not necessarily drawn to scale, and wherein:
FIG. 1a illustrates an exemplary environment where vari
ous embodiments ofthe invention function;
FIG. 1b illustrates another exemplary environment where
various embodiments ofthe invention function;
FIG. 1c illustrates yet another exemplary environment
where various embodiments ofthe invention function;
FIG. 2A illustrates an exemplary audible Interactive Voice
Response (IVR) menu ata destination;
FIG. 2B illustrates an exemplary visual menu at a device
corresponding to the audible IVR menu ofthe destination;
FIG. 2C illustrate an exemplary visual menu that display
graphics foreach option;
FIG. 2D illustrate an exemplary tooltip that is displayed
when a curser is hovering on an option in the visual menu:
FIGS. 3A, 3B illustrates exemplary components of the
device forimplementinga Visuphone, in accordance with an
embodiment ofthe invention;
FIG. 4 illustrates an exemplary display ofthe visual menu
on the device, in accordance with an embodiment of the
invention;
FIG. 5 illustrates exemplary components ofthe device for
implementing the Visuphone, in accordance with another
FIG. 6 illustrates an exemplary display ofthe visual menu
on the device, inaccordance withanotherembodimentofthe
invention;
FIG. 7 illustrates a webpage displayed on the device that
may be used to initiate a connection to the destination, in
accordance with an embodiment ofthe invention;
FIG. 8 illustrates an exemplary software architecture of
Visuphone, in accordance with an embodiment ofthe inven
tion;
FIG.9illustratesexemplarycomponentsoftheVisuphone,
in accordance with an embodiment ofthe invention;
FIG. 10 illustrates an exemplary remote server forstoring
informationrequiredbytheVisuphone,inaccordancewithan
FIG. 11 illustratespresentation ofa visual menu in caseof
call forwarding, in accordance with an embodiment of the
invention;
FIG. 12 illustrates the presentation of the visual menu
when a phone connection is associated with a wide band
internet Smart modem;
FIG. 13 illustrates the presentation of the visual menu
when atelephoneconnection isestablishedthroughan exter
nal telephone service by using a computer;
FIGS. 14A, 14B, and 14C illustrate a Visu-add-on that
provides the features and functionality oftheVisuphone;
FIGS. 15A, 15B, 15C, and 15D illustrate a flowchart dia
gram forpresentation, selection and update ofvisual menus,
in accordance with an embodiment ofthe invention;
FIG. 16 illustrates exemplary components ofa device for
implementinga database construction system, in accordance
with an embodiment ofthe invention;
FIGS. 17A,17B,and17Cillustrateexemplarycomponents
ofthe database construction system, in accordance with an
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FIG. 18 illustratesa flowchart diagram forcreating adata
base for visual menus, in accordance with an embodiment of
the invention;
FIG. 19 illustrates an exemplary set ofIVR categories;
FIG. 20A illustrates an exemplary information process
stored in a database;
FIG.20B illustrates an exemplary web form generated for
the information process ofFIG. 20A.
DETAILED DESCRIPTION OF THE INVENTION
Illustrative embodiments of the invention now will be
describedmorefullyhereinafterwith reference to theaccom
panyingdrawings,in whichsome,butnotallembodiments of
theinventionareshown. Indeed,theinventionmaybeembod
ied in many different forms and should not be construed as
limited to the embodiments set forth herein; rather, these
embodiments are provided so that this disclosure will satisfy
applicable legal requirements. Like numbers refer to like
elements throughout.
FIG. 1a illustrates an exemplary environment where vari
ous embodimentsofthe invention function. Acaller106 may
use a device 102a to connect to destinations 108a-in. Device
102a can be a telecommunication device that can connect
directly to a Public Switched Telephone Network (PSTN)
110. A person skilled in the art will appreciate, that device
102a can also connect to a private telephone exchange.
Examples ofdevice 102a include, but not limited to, a tele
phone, a mobile phone, a Smartphone or any other device
capable of voice or data communication. When caller 106
dials a phone number and connects to any destination from
destinations 108a-n, an audible Interactive Voice Response
(IVR)menumaybeplayedtocaller106. Eachofdestinations
108a-n can have different IVR menus. For example, IVR
menus ofbank may be completely different from that of a
hospital. Typically, theaudible IVR menu provided by desti
nations 108a-in comprises audible options or instructions.
Caller 106 maybe required to select various options from the
audible IVR menu to obtain the required information orser
vicefrom thedialeddestination.Various typesofdestinations
108a-n that implement the audible IVR menu include, for
example,banks, hotels, fast-foodoutlets, utility servicespro
viders, corporateofficesand so forth. Device 102a includes a
Visuphone 104 that displays a visual menu on device 102a
corresponding to the audible IVR menu based on a phone
number of the destination to be connected. Visuphone 104
may be hardware, an application stored as Software, a firm
ware on device 102a, or a combination thereof. Thereafter,
caller 106 can select the options of the audible IVR menu
fromthe visualdisplaywithouttherequirementtolisten tothe
audible instructions. Exemplary audible IVR menu at desti
nation108a andacorrespondingvisual menuareexplainedin
detail in conjunction with FIGS. 2A and 2B.
FIG. 1b illustrates anotherexemplary environment where
various embodiments of the invention function. As shown,
device 102bcan bea device that can beconnected directly to
a network 112. Examples ofdevice 102b include, butare not
limited to, a personal computer, a laptop, a mobile phone, a
smart-phone,a fixed line telephone,VoiceOver Internet Pro
tocol (VOIP)phone orotherdevices capable ofvoiceordata
communication. Device 102b may include various applica
tions or computer programs that enable caller 106 to use
device 102b for connecting to destinations 108a-n through
PSTN 110 over network 112. For example, the applications
may beVOIPapplications, such as but not limited to, Skype,
Magic Jack, Google Talk and so forth. A gateway 116 pro
vides interconnection between PSTN 110 and network 112.

US 8,867,708 B1
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Examples ofnetwork 112 include any wiredor wireless net
work, such as but not limited to, a Local Area Network
(LAN),aWideArea Network(WAN),aWi-fi networkand so
forth. As discussed with reference to FIG. 1a, destinations
108a-n presents the audible IVR to caller 106. Device 102b
includes Visuphone 104b that displays a visual menu on
device102bcorrespondingto theaudibleIVR menubasedon
a phone number ofthe destination to be connected.
FIG. 1c illustrates yet another exemplary environment
where various embodiments of the invention function. As
shown, device 102b can be connected to PSTN 110 through
network 112 or through the cellular network 111. Various
service providers provide multiple oroverlapping services to
customers. For example, cable television service provider
may also providephoneand Internet service, optical Internet
provider may also provide phone or television services,
WiMax service providers that provide phone service and so
forth. Network112 may beany serviceproviderthatprovides
Such services, for example, but not limited to, cell phone
services, wireless services, Internet services, cabletelevision
services,orvariouscombinationsoftheaboveorothertypeof
services.Asdiscussedwithreferenceto FIG.1a, destinations
108a-n presents the audible IVR to caller 106. Device 102b
includesVisuphone 104thatdisplaysavisual menuondevice
102b corresponding to the audible IVR menu based on a
phone numberofthe destination to be connected.
With reference to FIG. 2A, an audible IVR menu 222a at
destination 108a is illustrated.Aperson skilled in the art will
appreciate that audible IVR menu 222a is an exemplary
graphicalrepresentationoftheaudibleinstructionspresented
by destination 108a forthe sake ofexplanation and is not an
actual graphical display. Forexplanation, assumingthat des
tination 108a is a pizzeria that provides home delivery and
takes away services. Caller 106 connects to destination 108a
bydialingaboardphonenumber202a. Subsequently, various
options ofaudible IVR menu 222a are played to caller 106.
The various options include an option 204a that plays an
audibleinstruction, “press 2 forpizza order,an option 206a
thatplays an audibleinstruction, “press3 fororderstatus’,an
option 220a that plays an audible instruction, “press 0 for
main menu'. Caller106can selectanoptionbypressingfrom
device 102, a button corresponding to the instructions in the
audible IVR menu. Subsequently, the selected options are
transmitted to the destination and the menu is advanced if
there are any further options. Alternatively the display can
presentthe next layer ofmenu options to give the userbetter
view of the option domain and allow even faster interface
between user and the IVR.
For example, selection ofoption 204a presents an option
208a that plays an audible instruction, “press 1 for veg and
an option 210a that plays an audible instruction, “press 2 for
non-veg is played. Similarly, selecting option 208a or 210a
presents or option 214a that plays an audible instruction,
“press 1 for home delivery', an option 216a that plays an
audibleinstruction, “press 2 for takeaway”. Similarly, selec
tion of option 206a presents an option 212a that plays an
audible instruction, “press 1 to talk to an executive'.
Options 204a,206a,208a,210a, 212a, 214a, and 216aare
part ofa main menu 218.a. Main menu 218a can be repeated
byselectingoption 220a bycaller106. Caller106 may repeat
main menu 218a for example, in case ofa mistake in selec
tion. Therefore, caller 106 directly interacting with audible
IVR menu 222a may be required to listen to all or various
audible options before executing a desired action. However,
theinteraction is simplifiedbyVisuphone 104,thatpresents a
visual menu 222b to caller106correspondingto audible IVR
menu 222a, as explained with reference to FIG. 2B.
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As shown in FIG. 2B, visual menu 222b is displayed on a
screen ofdevice 102b that may connects to destination 108a
through network 112 and the PSTN 110. Visual menu 222b
can be displayed before a connection is established with
destination 108a. A person skilled in the art will appreciate
thatdevice 102bisillustratedforthesakeofexplanation,and
similar visual menu 222b can be displayed on device 102a
thatconnects to destination 108a directly through PSTN 110.
Visual menu 222b includes various nodes corresponding to
theoptions ofan audible IVR menu ofdestination 108a. The
various nodes ofvisual menu 222b include a node 202b for
connecting to board number 202a ofdestination 108a. Simi
larly, nodes204b. 206b,208b, 210b, 212b, 216b corresponds
to option 204a, 206a, 208a, 210a, 212a, 216a respectively. A
node corresponding to option 220a may not be required in
visual menu 222b,as the complete menu is visible and caller
106 may not be required to repeat audible IVR menu 222a.
Therefore, when caller 106 selects a node from visual menu
222b, Visuphone 104 automatically transmits the desired
action corresponding to the options in audible IVR menu
222a to destination 108a. For example, assuming that caller
106 calls destination 108a to order a veg pizza for home
delivery. In this case, caller 106 directly selects nodes 208b
and 214b from a touch screen ofdevice 102a, corresponding
to Veg pizza and home delivery from visual menu 222b.
Alternatively, caller 106 directly selects nodes 204b. 208b
and 214b by pressing corresponding keys 2, 1’, and 1.
from a keypad or screen of device 102a without a need to
listen to the complete audible IVR menu. Visuphone 104
accordingly transmits the signalsto audible IVR menu 222a.
In this case, the signals required by audible IVR menu 222a
maybetheDualToneMulti-Frequency (DTMF)tonesof 2,
2, and 1 for options 204a, 208a, and 214a. Moreover,
caller 106 may not be required to select all the options. For
example, when caller 106 wants toordera veg-pizza fortake
away.Then,only the nodes208band216bmayberequiredto
be selected, and node 204b is automatically understood by
Visuphone 104b. Furthermore, a node that is necessary for a
transaction is automatically highlighted. For example, if
caller 106 only selects node 216b for take away, then node
208bforaveg-pizzaornode210bfornon-vegarehighlighted
for selection. In an embodiment ofthe invention, caller 106
may select nodesirrespectiveofthesequencepresentedinthe
audible IVR menu. Forexample, node 214b forhome deliv
ery may be selected before node 208b of veg-pizza. Visu
phone 104 automatically generates a sequence ofthe selec
tions made by caller 106 and transmits it to the destination.
Furthermore, Visuphone 104 stores the selections and the
numbers dialed by the caller during the call in association
withthedestinationnumber.TheVisuphone may enablecall
ers to search or bookmark options in a menu with a large
numberofoptions. Forexample, callerscan search fora node
214b from the menu by typing home delivery. As a result,
navigation ofa complete visual menu may not be required.
In an embodiment of the invention, visual menu 222b is
displayed to caller 106 when a call is received at device 102.
Forexample, aservice provider may call to provideinforma
tion about new services or account of caller 106. Further,
caller 106 maybe requiredto select various options basedon
his preferences. Visuphone 104b may detect the received
number and correspondingly display a visual menu to the
caller.
FIG.2Cillustratesa visual menu222cwith addedgraphics
forthe nodes. Itiswellknownthatgraphicsareeasiertolearn
and are faster to recognize than words. Therefore, graphics
are used in various computerized device interfaces. The
exemplary graphics as shown with reference to FIG. 2C are

US 8,867,708 B1
icons. Various other types of graphics can be displayed for
example, animated icons, icons that highlight or animate
when the node is highlighted, and so forth.
The graphics may be displayed for each node or a few
nodes based on the usability of visual menu 222c. For 5
example, for the node 208 can icon ofa vegetable may be
displayed to designate a vegetarian pizza, and for the node
214cofhomedelivery, anicon ofhouse may bedisplayed. In
an embodiment of the invention, visual menu 222c can be
customized to display only the text, only the icons or both.
Furthermore, caller 106 can suggest or use various icons
based on his preferences.
FIG. 2D illustrate an exemplary tooltip that is displayed
whenacurserishoveredoveranoptioninthe visual menu.As
shown, a tooltip box 222 is displayed when a cursor 226 is
hoveredon option 204c or 206c. Similarly, a tooltip box 224
may be displayed containing the next menu text with or
without it's available options 210c. 208c in case the user
decidesto select theoptionoverwhichcursor226 is hovered, 20
forexample option 204c.
In an embodiment ofthe invention, Visuphone 104b may
provide a standard menu pergroup ofsimilaraudible IVR or
destinations.With referenceto FIG.2Banexampleofa menu
at a pizza provider is discussed. Generally, every pizza pro- 25
vider may have its specific audible IVR menu. However,
caller106 mayprefertousea singlestandard visual menu for
all pizza providers. Therefore, learning a single visual menu
will be useful forengaging various providers. In Such a case,
the database may include a standard menu per class ofcom- 30
patible providers. Visuphone 104b may offer caller 106 an
option to use the standard domain menu. Therefore, when
caller106makesaselectiononthestandard menu,Visuphone
104 may translate the selection to the specific audible IVR
menu selection and send the proper dialing tones to that 35
specific audible IVR. Furthermore, the standard menus may
bepublished. Therefore, various providers may modify their
own menus to help their customers. Additional aspect ofthe
standard menu is the use oficons as discussed with reference
to FIG. 2C. The icons may represent standard choice across 40
various domains. For example, ifa specific icon may repre
sentsales,thenthesameicon maybeusedforsales ofairlines
tickets when the destination is an airline company or sales of
telephone service when the destination is a telephone com
pany. In an embodiment of the invention, the caller may 45
customize the icons or graphics displayed on the menu.
FIG. 3 illustrates exemplary components ofdevice 102a
forimplementingVisuphone. Device 102a includes asystem
bus 324 to connect the various components. Examples of
systembus324 includeseveral typesofbus structures includ- 50
ing a memory bus or memory controller, a peripheral bus, or
a local bus using any of a variety of bus architectures. As
discussed with reference to FIG. 1a, device 102a can be a
device such as computer, a Smart-phone and so forth. Device
102acanconnect to PSTN110 throughagateway324, which 55
isconnected to network112 throughanetworkinterface314.
Input/Output (IO) interface 316 ofdevice 102a may be con
figured to connect external or peripheral devices such as a
memory card 318, a keyboard and a mouse 320 and a Uni
versal Serial Bus (USB) device 322. Although not shown, 60
various other devices can be connected through IO interface
316todevice102a. Inanembodimentoftheinvention,device
102a may be connected to a hub that provides various ser
vices such as Voice communication, Internet access, televi
sion services and so forth. For example, the hub may be a 65
Home Gateway device that acts as a hub between the home
environment and the Broadband Network.
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Device 102a includes a display 302 to output graphical
information to caller106. Inan embodimentoftheinvention,
display 302 mayincludesatouch sensitivescreen.Therefore,
caller 106 can provide inputs to device 102a by touching
display 302orby pointandclickusingthe mouse. Memory
306 of device 102a stores various programs, data and/or
instructions that can be executed by Central Processing Unit
(CPU)304. Examplesofmemory include, butarenot limited
to,a RandomAccess Memory (RAM), a ReadOnly Memory
(ROM), a hard disk, and so forth. A person skilled in the art
will appreciate that other types ofcomputer-readable media
which can storedatathatis accessibleby a computer, Such as
magnetic cassettes, flash memory cards, digital video disks,
and the like, may also be used by device 102a. Memory 306
may include Operating System (OS) (not shown) fordevice
102a to function. Further, memory 306 may include other
applications310thatenablethecallertocommunication with
destinations. Examplesofotherapplications 310 include, but
are not limited to, Skype, Google Talk, Magic Jack, and so
forth. Other applications 310 may be stored as software or
firmware on device 102a. Further, memory 306 includes
Visuphone 104forpresentingavisualmenu correspondingto
the audible IVR menu ofdestination as discussed with refer
ence to FIGS. 2A, 2B and 2C. Visuphone may be an applica
tion stored as a software or firmware on device 102a. The
visual menus are stored in a visual menu database 308 in
memory 306 ofdevice 102a. Visuphone 104 searches visual
menu database 308 for visual menus corresponding a phone
numberofdestinations 108a-n dialed by caller 106. Further,
Visuphone 104 searches visual menu database 308 for visual
menuscorrespondingaphone numberofacall receivedfrom
a destination to caller 106. Subsequently, ifthe visual menu
for the phone number is available in the database, then the
visual menu is displayed on display 302. Further,Visuphone
104 may be implemented as a plug-in to other applications
310. Therefore, when a phone number is dialed from other
applications 310, Visuphone 104 detects the dialing ofthe
number and automatically displays the visual menu corre
sponding to the phone number. Thereafter, the caller can
interact with the visual menu, without listening to the com
plete audible IVR menu ofdestinations.
With reference to FIG. 4, an exemplary display ofa visual
menu 406 on device 102c is illustrated. The caller may dial a
phone number402 correspondingto a destination usingkey
pad 320. Keypad 320 may be a physical keypad ora virtual
keypad displayed on a touch screen display 412. Subse
quently, visual menu.406correspondingtophonenumber402
is searched and displayed on display 412.
Inan exemplary instance, ifcallerdials aphone numberof
an IVR destination, then a visual menu corresponding to
audible IVR menu ofthe destination is displayed on display
412. Similarly, if the caller receives a call from a phone
number ofdestination, then a visual menu corresponding to
audibleIVR menu ofdestination is displayedon display 412.
Thereafter, caller can interact with the visual menu to select
optionsfrom theaudible IVR menu.Visual menu406 maybe
displayed before actual connection ofdevice 102c to desti
nations. Therefore, caller can select a desired action from
visual menu. 406 before connecting to destinations. In an
embodiment ofthe invention, visual menu. 406 may be pro
vided in real-time to caller. In an embodiment ofthe inven
tion, visual menu.406isprovideda messaging servicesuchas
a Short Messaging Service (SMS). Therefore, destinations
may provide customized visual menu 406 to caller 106.
Visual menu. 406 may be customized based on the profile of
caller. In an embodiment ofthe invention, the profile may be

US 8,867,708 B1
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generatedbasedonaccesspattern ofcallerorthedatacapture
by a hub connected to device 102c.
Caller can interact with visual menu 406 by pressing a
desiredbuttonfrom keypad320. Forexample,callercanpress
a 5’ key from keypad 320 to select a node 5 in visual menu
406. Further, caller can directly select the node 5 of visual
menu 406 from display 412, in case of a touch sensitive
screen. Depending on the complexity orsize ofdestinations,
visual menu 406 may have various nodes. Moreover, display
area ofdisplay412 maybelimited orsmall.Asa result, allthe
nodes of visual menu 406 may not be displayed together on
display 412. In Sucha case, Visuphone is configuredto allow
callerto navigatebyScrollinghorizontally and/orverticallyto
view nodes on visual menu 406. Further, Visuphone may
detect the capability of device 102a before displaying the
visual menu. For example, in case device 102a is a basic
mobilephonewithlimitedfunctionalityofthedisplayscreen.
Therefore,Visuphonemay display thevisual menu in form of
asimplelist. Similarly,a list maybedisplayedincaseoffixed
line telephones. Moreover, in case device 102c includes a
high capability Screen, such as but not limited to an iPhone,
then the visual menu is displayed in form ofgraphics.
Subsequently, after caller selects a desired action from
visual menu 406, a connection is established between device
102c and destinations based on the selected option. In one
embodiment, Visuphone is configured to detect and present
anapplicationorcomputerprogramavailableondevice102c.
Visuphone can be further configured to display an adver
tisement408. Advertisement408 may correspondto thetype
ofservicesprovidedby the dialed destinations. Forexample,
ifdestinationdialedisapizzeria,thenadvertisement408may
include promotions or offers about a new pizza. Moreover,
advertisement 408 may include promotions or offers from a
third party or a competitor ofthe destination. Further, Visu
phone maybecoupledtoan advertising database.Theadver
tising database may include advertisements related to the
phone numbers ofthe destinations. The advertising database
may be stored at device 102c, the destinations, service pro
vidersorotherthirdpartyservers. Further,theadvertisements
may be provided based on a profile of caller. For example,
assuming that the caller calls a bank holding his saving
account. Therefore, the advertisement displayed to the caller
may bebased on thelocation, address,account balance, type
and Volume oftransactions, loans, purchases and so forth.
Visuphone may be configured to connect to an intended
destination, when caller selects advertisement 408. Further,
Visuphone displays visual menu 406 ofthe intended destina
tion. In an embodiment, Visuphone stores the interactions of
callerwith visual menus. Forexample, Visuphone may auto
matically learn the numbers dialed or options selected from
the menu. Moreover, the learned numbers or choices are
associated with the dialed phone number ofthe destination.
Therefore, the caller is assisted in his future calls. For
example, when caller calls the destination again, then the
actions that were performed in the last interaction are pre
sented prominently to caller, ora previous sequence may be
automatically performed. Further, the actions that are fre
quently performed are presented prominently to caller. For
example, ifcallerdials abank frequentlytoenquireabouthis
account balance, then the options for selecting his account
balance may be highlighted.
FIG. 5 illustrates exemplary components ofdevice 102b
for implementing Visuphone, in accordance with another
embodimentofthe invention. Device 102b includes asystem
bus 526 to connect the various components. Examples of
systembus526includeseveraltypesofbusstructures suchas,
but not limited to, a memory bus or memory controller, a
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peripheral bus, or a local bus using any ofa variety ofbus
architectures. As discussed with reference to FIG.1b, device
102b can bea computing device such as, but not limitedto, a
personal computer, a laptop, a mobile phone, a Smart-phone,
andso forth. Device102bcanconnecttonetwork112 through
a network interface514. Further, device 102b can connect to
PSTN 110 through gateway 116 and network 112 through
network interface 514. Input/Output (IO) interface 516 of
device 102bmay beconfigured to connectexternal orperiph
eral devices such as a mouse 518, a keyboard 520, a speaker
522, microphone523 andacamera524. Although notshown,
variousotherdevicessuchasharddisk,aUniversalSerialBus
(USB)deviceorotherscanbeconnectedthrough IO interface
516 to device 102b. A person skilled the art will appreciate
that although not described, various other types ofdevices
capable of Voice and/or data communication can be con
nected to device 102b.
Device 102b includes a display interface502 to connect to
a display 512. Display interface 502 can be for example, a
video adapter. Display 512 outputs graphical information to
caller. In an embodiment of the invention, display 512
includes a touch sensitive screen. Therefore, caller 106 can
provide inputs to device 102b by touching display 512 orby
pointing with the mouse and click. Memory 506 ofdevice
102b stores various programs, data and/or instructions that
can be executed by Central Processing Unit (CPU) 504.
Examples ofmemory include, but are not limited to, a Ran
dom.Access Memory (RAM), a ReadOnly Memory (ROM),
a hard disk, and so forth. A person skilled in the art will
appreciate that other types of computer-readable media
which can storedatathatis accessibleby a computer, Such as
magnetic cassettes, flash memory cards, digital video disks,
and the like, may also be used by device 102b. Memory 506
may include Operating System (OS) (not shown) fordevice
102b to function. Further, memory 506 may include other
applications 510 that enable caller 106 to communication
with destinations 108a-n. Examplesofotherapplications510
include, but are not limited to, Skype, Google Talk, Magic
Jack, and so forth. Other applications 510 may be stored as
software or firmware on device 102b. Further, memory 506
includesVisuphone 104forsearchingand presentinga visual
menucorrespondingtotheaudibleIVR menuofa destination
as discussed with reference to FIGS. 2A and 2B. Visuphone
104 maybeanapplicationstoredasasoftwareorfirmwareon
device 102b. The visual menus are stored in visual menu
database308 in memory 506 ofdevice 102b. Visuphone 104
searches visual menu database 308 for visual menu corre
sponding a phone number ofa destination dialed by caller.
Subsequently, thevisual menuispresentedon display512for
selection ofoptions by caller. Further,Visuphone 104 maybe
implementedasplug-in tootherapplications 510.Therefore,
when a phone number is dialed from other applications 510,
Visuphone104 detectsthedialingandautomaticallysearches
and displays the visual menu corresponding to the dialed
phone number. Thereafter, callercan interact with the visual
menu, without listening to theaudible IVR menu ofdestina
tions.
With reference to FIG. 6, an exemplary display ofa visual
menu 604 on device 102b is illustrated. Caller may dial a
phone number 610 from a VOIP application 608 on device
102b. Phone number 610 may correspond to any ofdestina
tions. In an embodiment, caller selects a pre-stored phone
numberfrom the application 608. Subsequently, visual menu
604 corresponding to a dialed destination is displayed on
display 512. Inanembodiment, display 512 maycomprisesa
touch sensitive screen. Therefore, caller can interact with
device 102b directly through display 512.

US 8,867,708 B1
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In an exemplary instance, ifcaller 106 dials a phone num
ber of destination, then a visual menu corresponding to
audible IVR menu of destination is displayed. Thereafter,
callercan interact with the visual menu to select options and
to transmit inputs for the audible IVR menu of the corre
sponding destination. Visual menu 604 could be displayed
before actual connection of device 102b to destinations.
Therefore, caller 106 can selecta desired option from visual
menu 604beforeestablishinga connection to the destination.
Depending on the complexity or size of the destinations,
visual menu 604 may have various nodes. For example, an
organization with 50 departments may have more menu
options or nodes than that ofan organization with 10 depart
ments. Further, the display area ofdisplay 512 may be lim
ited. Asa result, all the nodes ofvisual menu 604 may notbe
displayed togetheron display 512. In such acase,Visuphone
104 is configured to allow caller 106 to navigate by scrolling
horizontally and/or vertically to view nodes on visual menu
604. Moreover, caller 106 can search for a desired option
from the visual menu.
Subsequently,aftercaller106 selectsa desiredoption from
visual menu 604, a connection is established between device
102b and a destination based on the selected action. In one
embodiment, Visuphone is configured to detect and present
applications Suitable to caller for initiating the connection.
For example, Visuphone may detect more than one VOIP
applications presentindevice 102bandpresentthem tocaller
106 on display 512. Thereafter, caller can select an applica
tiontobe usedorinitiatetheconnection in a default configu
ration. The default configuration can be for example, VOIP
application 608 on which phone number 610 was dialed. In
anotherembodiment, caller 610 may select a phone number
displayed in applications such as a browser, messenger, or a
mail client. Subsequently, Visuphone detects and presents
applications Suitable to caller for initiating the connection.
Furthermore, Visuphone isconfigured to display visual menu
604 forthe phone number selected from the applications.
Visuphone is further configured to display an advertise
ment 606. Advertisement 606 may correspond to thetype of
services provided by destinations. For example, ifthe desti
nation isabank, thenadvertisement606 may includepromo
tions oroffers about new loans orschemes. Moreover,adver
tisement 606 may include promotions or offers from a third
party ora competitor ofdestination. Visuphone may be con
figuredtoconnecttointendeddestination, whencallerselects
advertisement 606. Further, Visuphone displays visual menu
606 of the intended destination. In an embodiment, Visu
phone stores the interactionsofcallerwith visual menusafter
a call to an IVR was made. Therefore, when caller calls the
same destinationagain, then the options thatwereselected in
the last interaction are presented prominently. Further, the
options that are frequently selected can be presented promi
nently. Forexample, ifcallerdialsa bankfrequently tocheck
hisaccountbalance,thentheoptions forselectinghisaccount
balance may be highlighted. Additionally the information
such his account numbercan bebrought up to saveeffort for
the userwho can thanjustOK for that auto fill to be dialed
out to the IVR at the proper time.
With reference to FIG. 7, device 102b may include a web
browser 702 to display web pages from the Internet and/or
othercomputer networks. Various websites provide a phone
numberon the webpages as a click-to-talkbutton. The click
able button can provide, for example, a contact number of
executives ofthe organization. The clickable button may be
programmed to display a phone number ofthe organization
and/ordisplay acalleraformtoprovidehis contactdetails, so
that an executive from the organization can call back the
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caller.Visuphoneisconfiguredto detectaconnect706button
ona webpage 704. Connect 706 maybeusedbyVisuphoneto
initiate a connection to a destination.
Visuphone detects and launches a VOIP application on
device 102b. In an embodiment, in case more than one appli
cation is available on device 102, Visuphone selects a VOIP
application preferred by caller. Moreover, Visuphone 104
maybeconfiguredtoautomaticallylogin intotheVOIPappli
cation. In an embodiment, caller 106 stores the login details
for the VOIP application in Visuphone. Further, Visuphone
displaysavisual menucorrespondingtoaudibleIVRmenu of
the destination connected once click on the connect 706 tab.
Therefore, caller can connect to the destination from web
browser702automaticallyandmay notberequiredto dialthe
phone numberorprovide a call-back information.
In an embodiment of the invention, Visuphone 104 may
includeaVOIPplug-inthat monitorstheoutgoingcalls made
from theVOIPapplication. Therefore, theVOIPplug-in may
search each dialed number in visual menu database 308. In
case, thedialed numberis found in visual menu database308
and is associated with an IVR, then the VOIP plug-in may
display the visual menu corresponding to the audible IVR
menu ofthe dialed number.
Another embodiment of the invention allows the user to
select the visual menu using car display like GPS display.
Hands-freecellphone system is used in many cars asa sepa
rated device or as an integrated system in the car. These
devices allow the user to talk with the cell phone without
holding the cell phone in his hands. Some devices are using
the car speakers forthephone call. In many cases, thehands
freesystemcanusea displayscreeninthecarlikeGPSscreen
or other display. Following Voice menu while driving might
notbetheoptimalwaytousehands-freecellphonesystem. In
Some cases, selecting an option from a visual menu is pre
ferred. While driving or stopping in red light, it might be
easiertouselargerdisplay liketheGPS displayinthecar.The
display canpresentthe visual menuandtheusercan selectthe
option from the menu. The computing engine to support the
visual menu could be embedded in thecar GPS system or in
anothercontrollerthathaveaccesstothecardisplay. Oncethe
system recognize a destination ofa call to be an IVR it will
access the database pull out the menu and display. Accord
ingly all theotherVisuphone features could be incorporated.
FIG. 8 illustrates exemplary software architecture 800 of
Visuphone 104, in accordance with an embodiment of the
invention. Hardware layer802 includes various hardware of
device. Forexample, but notlimited to, a mouse,akeyboard,
a speaker, a microphone, a camera, a USB device, a display
and so forth. The drivers required forthe hardware ofdevice
areprovidedbydriverslayer804.Moreover, driverslayer802
interfaces with Operating System 806.
Operating System 806 provides memory and environment
required by Visuphone 104 and other applications 808 for
functioning on device. Examples of Operating System 806
include, but are not limited to, Windows, Macintosh, Linux,
Symbian,Andriodandsoforth.Visuphone104maybeimple
mentedas aplug-in to otherapplications808. Such as Skype,
Google Talk, web browser, mail client, and so forth. In an
embodiment, Visuphone 104 may be implemented as a stan
daloneapplication on device. Further,Visuphone 104 maybe
configuredtoexecuteasabackgroundapplication.Therefore,
caller may not be required to specifically launch Visuphone
104. Furthermore, Visuphone 104 may be implemented as a
multi-threaded application. Therefore, visual menus ofmore
than one destination may be displayed simultaneously on
device.

US 8,867,708 B1
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FIG. 9 illustrates exemplary components of Visuphone
104, in accordance with an embodiment ofthe invention. As
discussed above, Visuphone 104 may be implemented as
hardware, software, or firmware on a device. Further, Visu
phone 104 may be configured to execute as a background
processon device. Inan embodiment,Visuphone 104 may be
configured to execute as a system service. Therefore, other
processes or applications executing on the device may not
block the operation ofVisuphone 104.
When caller dials, selects or receives a phone number on
the device, a detection module902 ofVisuphone 104 detects
thataphonenumberhasbeendialed,selected orreceived. For
example, detection module 902 may detect key presses or
caller ID on device. Caller may use a VOIP application on
device for dialing the phone number. Moreover, caller may
use a mouse to ajoystickto select orpress icons ofnumbers
displayedontheVOIPapplication. Further, detectionmodule
902 is configured to identify theVOIPapplications available
ondeviceandusedbycaller. Moreover, detection module902
may detect theposition co-ordinates oftheVOIPapplication
on a display ofdevice. For example, in case device includes
theMicrosoftWindowsOS, then theposition co-ordinates of
theVOIPapplication canbe detectedfrom the registry ofthe
OS. Detection module 902 may be configured to store the
position ofnumber icons relative to position co-ordinates of
various VOIP applications. Therefore, based on the co-ordi
nates ofthepositionoftheVOIP application, detection mod
ule902 can detect theexact position ofeach numbericon on
the display of device. For example, ifthe co-ordinates of a
top-leftedge oftheVOIPapplication is (X,Y)on the display,
and the co-ordinates of an icon for number 1 on VOIP
application is (X1.Y1) relative to its top-left edge, then the
exact co-ordinates ofthe icon for number 1 may be calcu
latedas (X+X1,Y+Y1)onthe display.Aperson skilled in the
artwillappreciatethatothertypesofmathematical operations
canbeappliedtocalculatetheco-ordinatesoftheiconsonthe
display ofthe device.
Detection module 902 may be configured to detect the
co-ordinates of the cursor on the display ofdevice. Further,
detection module may be configured to detect the action
events generated by the mouse orjoystick, such as a click, a
double-click, drag, select, scroll and so forth. Therefore,
when caller selects orpress a number on the VOIP applica
tion, detection module 902 may detect the number from the
position ofthe cursor, the VOIP application and the number
icon. In an embodiment, detection module 902 may be con
figured to store the last used co-ordinates oftheVOIP appli
cation and number icons. Therefore, detection and/or calcu
lation ofthe co-ordinates may not be required. Furthermore,
detection module902 may be configured to detecta connect
button displayed on a web page of a browser on device as
explained with reference to FIG. 7. Therefore, when caller
clickstheconnectbutton, detection module902identifies the
phone numberbehind theconnectbutton. In an embodiment,
detection module 902 detects the connect button and the
associatedphone numberby scanning the source code ofthe
web page.
The phone number detected by detection module 902 is
used by a search module 904 ofVisuphone. In an embodi
ment, detection module 902 may be configured to transfer
each digit to search module 904 in real-time as clicked by
caller. Search module 904 searches visual menu database for
visual menu corresponding to the phone number. An exem
plary visual menu is as explained above in conjunction with
FIGS. 2B and 2C. As discussed above, visual menu database
stores visual menus corresponding to theaudible IVR menus
of destinations. Moreover, visual menu database may store
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other information, which is explained in conjunction with
FIG. 10. Search module904mayalsobeconfigured to search
forother information in visual menu database. In an embodi
ment, search module searches visual menu database in real
timebased on thedigits received from detection module902.
Therefore, a visual menu may be identified based on thebest
match ofthe number formed by the received digits in visual
menu database.Asaresult, callermay notbe requiredto dial,
click, press or select the complete number, which may be
convenientand time saving.
The visual menu identified by a search module 904 is
displayed on the display ofdevice by display module 906 of
Visuphone104. Display module906 identifies thepositionon
the display where the visual menu is to be displayed. In an
embodiment, the visual menu is displayed such that there is
minimum overlap with the VOIPapplication from which the
phone number was dialed or selected. Moreover, display
module906 identifies thesizeofthe visual menu for display
based on the characteristics ofthe display screen ofdevice.
Examples ofcharacteristics ofthedisplay Screen include,but
are not limited to, a screen size, resolution, and so forth.
Furthermore, in case the visual menu is not completely dis
played on the display, then display module 906 may allow
caller to navigate the visual menu by Scrolling. Moreover,
display module906 may beconfiguredtodisplay otherinfor
mation received from search module 904.
Caller may interactwith the visual menu orotherinforma
tion displayed on device. For example, caller may scroll
through the visual menu, or select a node from the visual
menu. Therefore, when caller selects a node from the visual
menu, detection module 902 detects the selected node and
communicates the selection to a connection module 908.
Thereafter, connection module 908 may establish a connec
tion between device and a destination based on the nodes
selectedbycaller. Connectionmodule908maybeconfigured
to detect communication systems available in device. For
example, in a case, device is a phone not connected to the
Internet, connection module908 may detect thatonly a radio
connection can be made. Otherwise, a most Suitable or a
connection preferred by caller can be made. In an embodi
ment, connection module 908 may allow caller 106 to select
a VOIP application to establish the connection. In another
embodiment, communication module 908 may launch a
default VOIP application on the device 102. In yet another
embodimentoftheinvention,connectionmodule908canuse
a VOIPprotocol stack defined by Visuphone to establish the
connection.
Sometimes, a call ofcaller may be transferred from one
point in the organization to another point within the same
organization or to a completely different organization. For
example, the call of caller with destination 108a may be
transferred to destination 108b. However, destinations 108a
and 108bmayhavedifferentaudibleIVR menus. Connection
module908 is configured identify the transfer ofcall and to
switch the visual menu ofdestination 108a with destination
108b. The switching ofvisual menus isexplainedin detail in
conjunction with FIG. 11.
Some organizations such as banks may require caller to
present a voice input for the purpose ofauthentication. For
example, caller may be required to voice out his name oran
answer to a security question specified by callerto the bank.
Furthermore, Voiceinputmayberequiredtoacceptordecline
atransaction.CallermayrecordandstoretheVoiceresponses
forSuch authentications orquestionsalternativelythesystem
can use synthesis Voice. Therefore, when connection module
908 detects that a voice authentication is required, and then
voice module910 is used. Voice module 910 provides voice

US 8,867,708 B1
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inputs on behalfofcallerby using the responses recordedby
caller. Subsequently, the connection orthetransaction canbe
processed.
Asdiscussed inconjunctionwith FIGS.4and 6,Visuphone
104 may be configured to display advertisements on device
102.Theadvertisementsare managedbyadvertisementmod
ule912ofVisuphone104.Theadvertisement maybeselected
basedon the typeofdestinations. Forexample, whena dialed
destination is a bank, then an advertisement related to bank
ing may be displayed. Moreover, the advertisement can be
related a third-party dealing in the same business or profes
sional area or a competitor of the dialed destination. The
displayedadvertisementmaybeatext,audio,imageorvideo.
In one embodiment, advertisement module912 may display
the advertisements based on the connection bandwidth avail
able at device 102. In another embodiment, advertisement
module 912 may display the advertisements based on the
pre-set preferences by caller. In one embodiment, advertise
ment module912 maybeconfigured to receivetheadvertise
ments directly from the dialed destination. In another
embodiment, advertisement module 912 may be configured
to receive the advertisements from a remote server on a net
work.The remote serverisexplained in detail in conjunction
with FIG. 10.A selection orclickby calleronadvertisements
may bedetected by detection module902 to display a visual
menu of the destination for which the advertisement was
displayed.
In some cases, the audible IVR menu of destination may
change. For example, the extension numbers of agents in
banks may be changed due to addition of new agents. A
person skilledin theartwillappreciatethattherecanbeother
reasonsfortheaudibleIVRmenuofadestinationtobeedited,
amended or updated. Further, new organizations may be
available that use audible IVR menus. The visual menus for
these new organizations may notbeavailable in visual menu
database stored on device. Therefore, visual menu database
mayberequiredtobe updated. Inanembodiment,Visuphone
maybeupdated toprovideadditionalfunctionalitiesto caller.
Update module 914 may be configured to update the visual
menus stored in visual menu database ofdevice. Moreover,
update module 914 may be configured to updateVisuphone.
Update module 914 may receive the updated visual menus
from the remote server on the network. The remote server is
explained in detail in conjunction with FIG. 10.
Visuphonemay recordthecaller'sselections or keystrokes
foraudible IVR menus by using customization module 916.
Thekeystrokes may be some personal data ofthe callerSuch
as his account number, customer number, and so forth. Visu
phone can provide better Support to caller by presenting the
recorded keystrokes so thatthe caller can approve and send
ing them without entering them every time. Customization
module916 personalizes the generic visual menu by associ
ating the keystrokes with it and storing in visual menu data
base 308. Alternatively, an additional set ofstandard may be
definedforrepresentingcallerdata. Inthis case, onlythecode
indicating the type ofrequired data is added to visual menu
database 308. Visuphonecan than build a relatively small
table in visual menu database 308, with the various personal
data codes and the actual caller data as analyzed from the
caller'skeystrokesduringhis connectionwith destinations of
the audible IVR menus.
FIG. 10 illustrates an exemplary remote server 1002 con
nected to a remote repository 1004. As shown remote server
2002 is connectedto device 102 throughacomputer network
1006. Further, remote server 1002 can be connected to desti
nations 108a-n through network 1006,a gateway 1008,and a
PSTN 1010. A person skilled in the art will appreciate that
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device 102 can connect to destinations 108a-n directly
throughPSTN 1010, thereforetheconnectionisnotlimitedto
network1006. Each ofdestinations 108a-n maybeconnected
to audible IVR menu repository 1012a-n, here after referred
to as destination repository 1012a-n.
Further, device 102 includes visual menu database308. As
discussed above, visual menu database 308 includes visual
menus corresponding to audible IVR menus ofdestinations
108a-n. Moreover, visual menu database 308 maystoreother
information Such as profile ofcaller, Voiceresponseofcaller,
login details for a VOIP application, preferences of caller,
ratings for visual menus, identity of visual menus and so
forth. As discussed in conjunction with FIG. 9, Visuphone,
the visual menus or other information stored in visual menu
database 308 may require to be updated. In an embodiment,
visual menu database308is updatedby information received
from remote repository 1004. In another embodiment ofthe
invention, visual menu database 308 may be updated by
receiving menus through Short Messaging Service (SMS).
The SMS may be sent from destination 108a-n or remote
repository 1004 to device 102. Remote repository 1004
includes visual menus corresponding to audible IVR menus
of destinations 108a-n. Further, remote repository 1004
stores advertisements related to destinations 108a-n, last
updatedtimeofthevisual menus, rating ofvisual menus,and
so forth.
In case, theaudible IVR menu ofa destination is changed,
caller may not be able to connect to the destination by using
Visuphone. Visuphone is configured to detect the error gen
erated whileestablishing theconnection. Forexample, caller
may select a node in the visual menu that may not have a
corresponding option available in audible IVR menu, or a
connection not be established between device 102 and the
destination. The error is detected by update module 914 of
Visuphone. Subsequently, update module914 sends an error
report to remote server1002. Remoteserver1002 maycheck
remoterepository 1004forupdatesrelatedtothevisual menu.
Thereafter, in case any updates are available, remote server
1002 may send the updates to device 102 forperformingthe
update. In an embodiment, visual menu database308 may be
checked and updated basedon a pre-defined time interval by
the device 102. In an embodiment, the error report may
includethe errorgeneratedand an Identity (ID) or version of
the visual menuonwhichtheerrorwasgenerated. In case,the
updates are not available in remote repository 1004, then an
update of remote repository 1004 may be required. In an
embodiment of the invention, remote repository 1004 is
updated based on a pre-defined time interval. In another
embodimentoftheinvention, thecallercanratetherelevance
orcorrectness ofthevisual menu from device 102.Therefore,
remoterepository 1004canbeupdatedbasedonacumulative
ratings received from callers and other users of the visual
menu. The remote server 1002 can comprise a process of
continuously scanning the IVRs 108a to 108n updating the
remote repository 1004 with changes ofvarious IVR menus
and adding addition menu records for new IVRs. Also the
remote server 1002 mightgeta problem report from device
102 ifcalleridentifyproblem between the menu as itis inthe
database308and theaudible menu ofa specific IVR. In such
case a recheckprocess will be initiated to update the remote
repository 1004and the new information can be than offered
to device 102 for download an update.
In an embodiment ofthe invention, visual menu database
308 may include otherinformation and parameters related to
the visual menus. Theparameters related to the visual menus
enableaccessing, modifyingorupdatingofthe visual menus.
Examples ofparameters ofvisual menus include,butare not

US 8,867,708 B1
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limited to, ID or version of the visual menus, destination
phone numbers, and a last update timestamp. Furthermore,
visual menu database 308 may include other information
Such as a profile, the calling history, or preferences of the
caller.Thecallinghistory ofacallermayincludethenumbers
dialedor received, most frequent numbers dialedor received,
most frequent nodes selected from visual menus. The profile
ofa caller may include, but is not limited to, the name, age,
sex, address, phone number, profession, office address,
recorded Voice responses for visual menus, orotherpersonal
and professional details ofthe caller.
With reference to FIG. 11, the exemplary process for pre
sentation ofthe visual menu is illustrated when the call ofa
caller is forwarded or transferred from destination 108a to
destination 108b. Destination 108a may havecompletelydif
ferent audible IVR menus as compared to destination 108b.
Forexample, destination 108a maybea loan departmentand
destination 108b may be an insurance department ofa bank.
Similarly,thecall maybe forwardedfromoneorganizationto
another. Therefore, caller may be required to respond to a
different audible IVR menu. Visuphone 104 may be config
ured to detect that the call has been forwarded and subse
quently display the visual menu ofdestination 108b.
As shown in FIG. 11, device 102 establishes a connection
with destination 108a as depicted by arrow 1102. The con
nection is established by using the visual menu provided by
Visuphone104basedondestination 108a. Inanembodiment,
the connection is established directly without using Visu
phone 104. Thereafter, destination 108a may forwardthecall
to destination 108b, as indicated by arrow 1104. The visual
menu corresponding to the audible IVR menu ofdestination
108b may not be visible on device 102, as the call was for
warded between destination 108aand destination 108b. In an
embodiment, Visuphone 104 may not detect the forwarding
of the call. In this case, device 102 may be presented with
audibleIVR menuofdestination 108b.Thereafter,Visuphone
104 may record the options and responses on device 104 for
the audible IVR menu of destination 108b. The recorded
options and responses may be stored at remote repository
1004 for updating it. Further, the recorded options and
responses maybe stored visual menu databaseofdevice 102.
In anembodiment, destination 108b sendsan identity (ID)
or version ofthe audible IVR menu to a caller as shown by
arrow 1106. The audible IVR menu ID is specific to the
audibleIVR menuofdestination 108b.Subsequently, display
module906 ofVisuphone 104uses theaudible IVR menu ID
to display the corresponding visual menu. Further, a caller
may select a node from the visual menu corresponding to
destination 108b. Therefore, when a caller selects a node, a
connection may be established with destination 108b. In an
embodimentoftheinvention,connectionbetweendevice102
anddestination 108a isdisconnectedafterestablishinga con
nection between device 102 and destination 108b. In another
embodimentoftheinvention,connectionbetweendevice102
and destination 108a is maintained for complete communi
cation session till the caller disconnects the call.
Another embodiment of the invention allow visual menu
forcalls made from a conventional home telephone. FIG. 12
illustrate a phone 1204connected to a Public SwitchedTele
phone Network (PSTN) 1208and through a gateway 1218to
the Internet network1220. Network 1220 maybeany service
provider that provides services, for example, but not limited
to, telephoneservices, cellphone services, wireless services,
Internet services, cabletelevision services, or various combi
nations ofthe above or other type ofservices.
Further, the connection to network 1220 is associated with
a wide band Internet Smart modem 1206. Phone 1204 may
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be a regular phone, such as a landline phone or a cordless
landline phone. Modem 1206 may be a Digital Subscriber
Link(DSL) modem oracablemodem thatconnectsthehome
deviceto theInternetand/orcomputernetwork. Modem 1206
is connected to a serviceprovider, and can provide the home
devices with telephone, Internet and television services.
Modem 1206 may provide both wired and wireless connec
tions. As shown with reference to FIG. 12, modem 1206
provides the home with the Internet through wire 1210 to a
computer 1202, orthrougha Wi-Ficonnection. Modem 1206
comprisestheabilitytodetectandrecognizethedialingmade
by phone 1204. The numbers dialedby phone 1204 to estab
lish connection are then compared with a database, such as
visual menu database308.Therefore,incasethedialed num
ber corresponds to a destination with an audible IVR menu,
and a corresponding visual menu exists then, modem 1206
may providethe visual menu on computer1202 connectedto
it. Moreover, modem 1206 may use private web sites to
presentthe visual menu orjust provide the dialed number to
computer 1202.Thereafter,asoftwaretooloncomputer1202
may presentthe visual menu onthescreen ofcomputer 1202.
Once the connection with the destination has been estab
lished, smart modem 1206 will continue to monitor the
numbers dialed or received by phone 1204 to browse or
advancethe visual menu accordingly. Furthermore,the num
bers dialed or received may be stored for future processing
Such as highlighting previous selections in the visual menu,
providing customized visual menu and so forth. The Visual
menu system comprising computer 1202 and Modem 1206
may incorporate additional enhancements as presented
before such as automatic dialing of customer information.
The automatic dialing may be achieved by using computer
1202 to initiate and execute Such automatic dialing.
Inanotherembodimentoftheinvention,ahouse television
1212 may be used to present the visual menu. In various
housesmodem 1206 decodestelevision signalsandtransferit
to a set-top box 1216 thatprovide signals to television 1212.
Thevisual menu maybepresentedonachannel dedicated for
IVR. Therefore, when phone 1204 is used to initiate a call,
modem 1206 can detect itandpresent the visual menu corre
sponding to the dialed number on the designated channel of
the television 1212. Further, all the options described before
can be provided now using the screen oftelevision 1212 for
the visual menu. The callerselection canbedoneby usingthe
simplehomephoneoralternatively usingtheTV 1212set top
box1216 remotecontrol. Further,television 1212 screenmay
be usedtopresentthe visual menu ina few alternatives ways.
For example, a device provided by a company named
RokuInc., allows streaming of content from the Internet to
television. Most set-top boxes now have an Internet connec
tion or telephone connections. Furthermore, various devices
suchassome DigitalVersatileDisc(DVD)players,and video
gameplayers or controllers such as Xbox or PlayStation, can
beconnectedto theInternet. Eachofthose devices may allow
smart modem 1206 to providea visual menu on thescreens
oftelevision 1212.
In another embodiment ofthe invention a telephone con
nection may be established through an external telephone
service by using a computer, as discussed with reference to
FIG. 13. External telephone service provider 1310, such as
Google Voice, which a user may use through the Internet
networkfrom computer1302. Insuch case,theusercan cause
a telephone call to be established by indicating on service
provider 1310-Google Voice web site a request to establish
call to a designated location. Thereafter, the external service
provider 1310 establishes connection 1306 by using PSTN
1308 toconnectthe usertelephone 1304 to a desired destina

US 8,867,708 B1
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tion 1312. Externalserviceprovider1310cannowpresentthe
visual menu as discussed above. External service provider
1310 may present the visual menu on its web site and pro
cessedoradvancedbasedonthedialchoices madeby theuser
onhiscomputer1302. Furthermore,external serviceprovider
1310canalsoaddvariousoptionsas describedbefore, suchas
but not limited to highlighting previous choices, automatic
dialing ofuser information and presenting related advertise
mentS.
Another enhancement for such external service provider
1310 is to provide a smart connect. In case ofthe smart
connect, the usercan designate notjust destination 1312,but
a specific node of visual menu, Such as node 212b as dis
cussed with reference to FIG. 2B. The smart connect will
dial the proper selection in the visual menu and connect to
node 212b ofthe audible IVR. The smart connect can even
wait until the selected node Talk to Executive yields the
desired result of the executive answering the line and then
connect the user. Therefore, the efficiency ofthe IVRsystem
does not come at the cost ofinefficiency ofthe user, rather
both sides can became more efficient by using the smart
COnnect.
Additional alternatives to the invention are illustrated with
referenceto FIGS. 14A, 14B,and 14C. FIG. 14A illustrates a
Visu-Add-on 1404 which can be connected to a standard
home phone 1402 to provide all the features and functional
ities as described above with respect to the Visuphone 104.
Accordingly,phone 1402 maybeconnectedthrough connec
tion 1406 to add-on 1404 that can be connected to a standard
telephoneconnection line 1410. Add-on 1404 may comprise
aprocessing unit,a displayandadatabase.Thedatabase may
besimilartovisual menu database308as discussed in FIG.3.
Therefore, whenphone 1402 is used tocalla destination with
an audible IVR menu, a corresponding visual menu is pre
sented on the display ofadd-on 1404. Furthermore, the dis
play ofadd-on 1404 may comprise a touch sensitive Screen
foraddedconvenienceofa user.Add-on 1404 may be loaded
andupdatedbytheuseofremovablememory devices,suchas
USB flash memory 1408. Alternatively, Add-on 1404 may
comprise a modem to connect either by the use of the tele
phone connection line 1410 or by wireless means such as
WiFi or Bluetooth.
FIG. 14B illustrates an embodiment, whereanadd-on unit
1414 is plugged into a conventional digital picture frame
1420 by using a USB port. Digital picture frames recently
became quite popularas a convenient way to display family
photos in digital format. In this embodiment, picture frame
1420 can display family photo untila call is made by using a
phone1412toa destination withanaudible IVR menu. Phone
1412 may be connected to picture frame 1420 through a
connection 1418 and add-on 1414 may be furtherconnected
to standard telephone line connection 1422. Add-on 1414
may comprise a processoranda database. The database may
be similarto visual menu database308as discussed in FIG.3.
Therefore, whenaconnection is madetoa destinationhaving
an audible IVR menu, then add-on 1414 will present the
visual menu on picture frame 1420. Picture frame 1420 may
resumepresentingthephotosafterthe completion ofthecall.
Furthermore, the database ofadd-on 1414 could be updated
with one of the options described before in respect to the
add-on 1404 of FIG. 14A. It should be noted that various
home television provides functionality similar to picture
frame 1420. Therefore, television can be used as an alterna
tive to picture frame 1420.
FIG. 14C present anotherembodiment that can be applied
as presented with respect to FIGS. 14A and 14B. It quite
common these days to usea telephonehandset 1424 that are
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connected by wireless means to a base station 1430 that is
connected by a wire 1432 to the standard telephone lines.
Add-on 1426 can comprisean internal radio circuit to detect
the wireless communication. Therefore, add-on 1426 can
detect the communication between handset 1424 and base
station 1430 to present the visual menu. As can be seen with
reference to FIG. 14C, connection through wires such as
wires 1406or1418may notberequired.Add-on 1426maybe
provided by the manufacturer ofthe handset 1424 and the
base station 1430, or by a third party. A person skilled in the
art will appreciate that the functionalities ofthe add-on units
asdescribedinconjunctionwithFIGS. 14A, 14Band14Ccan
becombinedintoasingle unit.Therefore,asingleadd-on unit
may be used in various environments as discussed above.
FIGS. 15A, 15B,and15Cillustrateaflowchartdiagram for
presentation of the visual menus, in accordance with an
embodiment ofthe invention. Caller 106 may dial, select or
receive a number to connect to a destination from device 102.
The destination may include an audible IVR menu for inter
action with a caller. Further, device 102 may include Visu
phone 104 to present a visual menu corresponding to the
phone number of the destination. Therefore, a caller can
directlyinteractwith an IVRofdestination through the visual
menu without listening to the audible IVR menu.
At step 1502, Visuphone such as ofdevice 102 detects a
phone number dialed, selected or received by caller for des
tination. In an embodiment of the invention, the number is
clickedaccordingto the display ofdevice 102. The numberis
detected by detection module 902 ofVisuphone 104. There
after, search module 904 searches visual menu database 308
of device 102 for the phone number, at step 1504. Search
module 904 searches for visual menu and other information
corresponding to the phone number. Other information may
include, for example, the caller profile, call history of the
caller, advertisement associated with the phone number and
so forth. In an embodiment ofthe invention, search module
904 searches visual menu database 308 in real-time. There
fore, the visual menu and otherinformation may besearched
with only a few digits ofthe phone number.
At step 1506, it is determined by search module 904
whether the visual menu and other information are available
for the phone number in visual menu database 308. In case,
thevisualmenuisavailable,thentheprocesscontinuesto step
1508. In case, the visual menu is not available, then device
102 may be connected to remote repository 1004 by update
module 914, at step 1518 as shown with reference to FIG.
15B. Thereafter, it is checked whether the visual menu is
available in remote repository 1004, at step 1520. Subse
quently, if the visual menu is available, then visual menu
database 308 is updated from the information available at
remote repository 1004, at step 1522. The process then con
tinues to step 1524.
Further, atstep 1506,onceitbeendeterminedbythesearch
module 904 that the visual menu for the destination is avail
able in the visual menu database 308, an asynchrony request
is sent to remote repository 1004, at step 1558.The request is
sent to check whether a newer version of the menu with
different content is available, at step 1560. Subsequently, if
such version exists in remote repository 1004, then visual
menu database308 is updatedaccordingly, at step 1522. The
process is then continues to step 1524.
In case, the visual menu is not available in remote reposi
tory 1004, then the process continues to step 1528. At step
1528,audible IVR menu selection in detected on device 102.
Theaudible IVR menu selection maybedeterminedbasedon
DualToneMulti Frequency (DTMF) tonesorkeyspressedby
the user of device 102. Thereafter, in case a selection is

US 8,867,708 B1
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detected, then the dialed number may be detected as a pos
sible destination number.Thedialednumbermaybeprovided
to remote repository 1004 at step 1530. Thereafter, the pro
cess continues to step 1526, where remote repository 1004 is
updated for information.
At step 1524, it is determined by search module 904 if
visual menu is available for the dialed number in updated
visual menu database 308. In an embodiment, Visuphone
detects the correctness of information based on the error
received on connection to the IVR destination or behavior of
the caller. In case, visual menu is available, then the process
continues to step 1508. Otherwise, in casethe visual menu is
notavailable, then the process continues to step 1526, where
remote repository 1004 is updated for information. In an
embodiment, Visuphone 104 sends an error report to remote
repository 1004 to initiate the update. The error report may
include the errordetails ofconnection, behavior ofthecaller
and other information required to update remote repository
1004. In anotherembodiment, the caller mayprovide ratings
for the correctness ofthe visual menu and otherinformation.
Subsequently, the ratings are sent to remote repository 1004.
In an embodiment of the invention, ratings from multiple
devices are received at remote repository 1004. Thereafter,
remote repository 1004 may beupdatedbasedon the ratings.
In an embodiment ofthe invention, remote repository 1004
may be updated based on a pre-defined time interval. In
anotherembodimentoftheinvention, remoterepository 1004
is updated by an administratorofremote server 1102.
At step 1508, ifthe visual menu is available in the visual
menu database, then the visual menu corresponding to the
audible IVR menu ofdestination is displayed on device 102.
Inan embodiment ofthe invention,advertisements relatedto
the type ofdestination are also displayed on device 102. At
step 1510, inputs from the caller are detected on the visual
menu. In an embodiment, the inputs include the nodes ofthe
visual menu selected by the caller. In another embodiment,
the inputs include the advertisement selected by the caller.
Subsequently, device 102 is connected to destination based
on the inputs provided by the caller, at step 1512. At step
1514, itis determinedifthe visual menu displayedon device
102 iscorrect. Incase, thevisual menu is notcorrect, then the
process continues to step 1518. Thereafter, the process steps
as discussedabove are followed. However, in case the visual
menu is correct, then theconnection between device 102and
destination is maintained, at step 1516. Moreover, further
inputs from the caller are received, to continue the commu
nication till the caller or destination disconnects the connec
tion.
The information stored in remote repository 1004 may be
gathered from variousdestinations. Forexample,variousdes
tinations may be called to detect audio IVR menus and
accordingly generate the information for remote repository
1004. With reference to FIG. 16 exemplary components ofa
device1602forimplementingadatabaseconstructionsystem
1606 are illustrated. Device 1602 can be a computing device
Such as, but not limited to, a server, a personal computer, a
laptop, a mobile phone, a Smart-phone, and so forth. Device
1602 can connect to network 1614 through a network inter
face 1612. Further, device 1602 can connect to a PSTN 1618
through gateway 1616 and network 1614 through network
interface 1612. Examples of network 1614 include, but are
not limited to a LAN, WAN, the Internet and so forth.
Although not shown, device 1602 can connect to various
external devices such as hard disks, mouse, keyboard,
speaker, microphone, displays, Universal Serial Bus (USB)
devices and so forth. Further, device 1602 can connect to
various destinations 1620a-n through PSTN 1618. Destina
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tions 1620a-n may provide audio IVR menu services. In an
embodiment of the invention, device 1602 can connect to
variousdevices thatincludeVisuphone forproviding updates
to visual menu database 308.
Device 1602 may includea memory 1604 that stores vari
ous programs, data and/or instructions that can be executed
by a processor 1610. Examples of memory include, but are
not limited to, a Random Access Memory (RAM), a Read
Only Memory (ROM), a hard disk, a computer-readable
medium and so forth. A person skilled in the art will appre
ciatethat othertypes ofcomputer-readable media which can
store data that is accessible by a computer. Such as magnetic
cassettes, flash memory cards, digital video disks, and the
like, may also be used by device 1602. Memory 1604 may
include Database Construction System (DCS) 1606 forgath
ering audible IVR menu information, which could be called
the IVRcustomizationrecord,fromthedestinationsandstore
it in a records database 1608. In an embodiment ofthe inven
tion DCS 1606 may be an application stored as software or
firmware on device 1602.
DCS 1606 may include various modules or instructions
that may be executedbyprocessor1610 forgenerating infor
mation in records database 1608, as explained in detail with
reference to FIG. 17. As discussedabove, DCS 1606 may be
implementedas software,orfirmwareon adevice. DCS 1606
may be implemented as a standalone module or as several
independent instances performing similarjobs without cou
pling to the IVR destinations. Further, the non-coupling may
bemanagedbyacentralizemodulethatmayallocatedifferent
IVR destinations to each implementation instance of DCS
1606. In an embodiment of the invention, DCS 1606 and
record database 1608 may be implemented on different
devices.
Recordsdatabase 1608,may includemultiplerecords. Fur
thereach record may include an IVR identity code, multiple
internal destinations and an activation code for each said
internal destination. The IVR identity code may be for
example, the phone number ofthe destinations. The activa
tion code may beforexample,a telephonekey thatshould be
dialed Such as a dial tone associated with the phone number.
The internal destination is usually an extension to which the
callwill be forwardoncethecaller makes achoice,according
to the provided menu, and apply the activation code that is
usually a dialtonetransmitted to the IVRfrom theVisuphone
once the caller dials or selects a proper number or option.
Each internaldestinationmay furtherincludeanotherinternal
destination or extension that may be referred to as a Sub
internal destination. Moreover, each sub-internal destination
may beassociated with a sub-record. Furthermore, the inter
nal destinations may be associated with an icon code. As
discussed above, the icons provide a convenient display for
the user of a visual menu. In some audible IVR menus the
activation code may be a voice command that could be acti
vatedby the callerby voicinghis selection, ortheVisuphone
maytransmitapre-recordedVoicecommand orasynthesized
Voice command when the caller makes a selection from the
option menu ofthe visual menu provided by the Visuphone.
Further, records database 1608 may include a record ofthe
metadata orkeywords associated with the various options in
themenus.Themetadataand/orkeywords maybeusedbythe
Visuphonetoenablethecallerto searchforadesiredmenuby
providing keywords. In an embodiment of the invention
records database 1608 is remote repository 1004.
FIG. 17illustratesexemplarycomponentsofDCS 1606, in
accordance with an embodiment ofthe invention. DCS 1606
may include a Database ConstructionAgent (DCA) 1720 for
generating information in records database 1608, as

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explained in detailwith referenceto FIG. 17B and FIG. 17C.
Some destinations may provide downloadable records or
information for the callers. Download module 1710 of DCS
1606, downloads the information or records provided by the
destinations. For example, download module 1710 may
download recorded voice phrases, audio data ofthe audible
IVR menu, activationcodes, completeaudible IVR menu file
in a variety offormats and so forth. In an embodimentofthe
invention, DCS 1606 may connect to various devices that
includeVisuphone. Therefore, DCS 1606 may receive infor
mation from Visuphone, Such as personal records, custom
izedrecordsofthecallers,andfrequently used numbers,keys
and so forth. In an embodiment of the invention, download
module 1710 may obtain permissions before downloading
the information. The permission may be obtained from the
user, the destination orboth. Forexample, download module
1710 maydisplaya notification onscreenonthe deviceto the
user or administrator to permit or reject a download. More
over, download module 1710 may send an authorized com
munication Such as, but not limited to, a private key to the
destinationto authorizeand obtain permission fordownload.
Personalization module 1708 may generate personalized
recordsforthecallersbyassociatingthepersonalinformation
of the caller with the information, such as the telephone
numbers stored in records database 1608. The records can
then be forwarded to the user's device by download module
1710. Personalization module 1708 may be implemented as
instructions executableby a processor. Forexample,thepro
cessorcanbeprocessor1610 orasecondprocessordedicated
forpersonalization module 1708. Moreover, the second pro
cessormaybeCPU304, CPU504orimplemented inanother
device in communication with DCS 1606.
DCA 1720 may includeaTarget ListModule (TLM) 1722
that assigns the IVR destination or a target list to each
instanceofDCA 1720 forconnectingandgatheringinforma
tion. The targetlist may include theIVRidentity code, which
can beas phone numberorany typeofinformation onhow to
connect to the IVR directly or indirectly. Further, the target
list may include additional details such as internal destina
tion. In an embodimentofthe invention, theadditional infor
mation oftheinternaldestination maybeimplementedasone
ormoreactivationcodesassociatewiththe IVRidentitycode.
DCA 1720 may include an IVR Tracking Module (ITM)
1724 that tracks IVR content from a root location associated
with the Target information assigned by TLM 1722. ITM
1724 constructs the full IVR content from a given IVR root.
ITM 1724 may include IVR Logic Module (ILM) 1726.
ILM 1726 may detect the type of IVR of the destination.
Typically, various types of audible IVR menus are imple
mented by destinations. The audible IVR menus may be
categorized into various types, such as a simple IVR. IVR
with audio response, IVR withadditional data authentication
andso forth. ILM1726detects thetypeofaudible IVR menu,
andaccordinglytheinformationisgeneratedforrecordsdata
base 1608. Various categories ofthe audible IVR menu are
explained in detail in conjunction with FIG. 19. ITM 1724
may call the destinations to determine the category the
audible IVRmenu.Thereafter, ILM1726constructs thedata
base based on the category ofthe IVR. In an embodiment of
the invention, ITM 1724 may call the destinations multiple
times to determine the category of the invention. Various
audible IVR menus may include a legal notice. Forexample,
the audible IVR menu ofa mortgagebankusually includean
header stating that this is debt collector and anything stated
during the call could be used for future collections. Other
statements can be such as those that relate to the option to
record the call and so forth. ILM 1726 may detect the legal
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statements and store them in records database 1608 in asso
ciation with IVR identity code.
ILM 1726 as part ofits internal algorithm will drive the
interaction sessions with the IVR. ILM 1726 may include
data structure optimized with the tracked IVR menus to
decidearightpath ora nextchoiceatanyexisting stageofthe
IVR tracking. The decisions made by ILM 1726 may be
optimized as a mathematically directed graph tracking pro
cess.Thetrackingprocess may usean optionfromtheaudible
IVR menu that corresponds to a “return to a previous menu
option ofthe audible IVR menu. As a result, the number of
sessions required for tracking the audible IVR menu is
reduced.
TheprocessofIVRtracking may requiremultiplecommu
nicationswiththeaudible IVRmenutocompletely determine
the content. Further, during the tracking process the content
ofthe audible IVR menu may be discoveredpartially.There
fore, ITM 1724 may include a Tree Storage Module (TSM)
1728 to manage a temporary database record. Thereafter,
when theprocess ora phase is complete,TSM 1728 may use
Repository Connection Module (RCM) 1738 to submit the
content as a batch of records to records database 1608. In
case, a connection to records database 1608 is notavailable,
thenTSM 1728 may accumulate the information until a con
nection can be established.
Dialog Module 1730 of ITM 1724 interacts with the
audibleIVR menu. Further,dialog module 1730 managesthe
IVR requests and sends responsesaccording to the decisions
ofILM 1726. Further, dialog module 1730 may usea Speech
RecognitionModule(SRM) 1732to interprettheaudioofthe
IVRrequesttogenerate multiplerecordsfor records database
1608. In an embodiment ofthe invention, the audio is inter
pretedtogeneratetextinformation. Moreover,SRM 1732can
provideascoretothetextgeneratedforeachaudio,according
to the amount ofguessing that is required fortranslating the
IVR audio request. SRM 1732 may use a single grammar or
a combination ofdedicatedgrammars, forexample, but lim
ited to, a specific IVR service topic, IVR service sub topic,
IVRstage. IVRlocation, thespecific IVR, thehouroftheday,
and so forth. Furthermore, SRM 1732 may use multiple pre
set terms stored in the memory. Examples, ofpreset terms
include,butnotlimitedto,“yes”,“no', nameofthecaller,and
so forth. The text generated by SRM 1732 from speech rec
ognition maybeparsedby dialog module1730toenable ILM
1726 to select a nextpath oroption.
Dialogmodule 1730mayberequiredto respondtothe IVR
requests duringa tracking session. Dialog module 1730 may
use a response module 1734 to generate the required
response. Various audible IVR menus require a voice
response from the caller. For example, the Voice response
maybe required fortheauthenticationofthecaller. Response
module 1734 may provide a recorded voice response to the
audible IVR menu. Forexample, the voice response may be
recorded Voice phrase or preset of terms such as, but not
limited to, “yes”, “no', name of the caller, and so forth.
Further, the voice response may be a synthesized voice
response, generated by response module 1734. Therefore,
response module 1734 may include a voice synthesizer. In
this case, the activation code may be the recorded Voice
phrase and/or the synthesized voice phrase. Moreover,
response module 1734 may include a voice decoder to rec
ognize the Voice. For example, the Voice prompts generated
byanaudible IVR menu. In someothercases, theIVRmenus
mayrequirea simple keytone(DTMF).The responsemodule
1734 may include recorded tones or an internal module to
generate the require tones.

US 8,867,708 B1
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Various destinations may provide a different audible IVR
menuintheworkinghoursandadifferent menuafterworking
hours or during the holidays. DCA 1720 may detect the
various times or time periods for which the audible IVR
menus are presented in different mode. SRM 1732 may
decodethevoice from theaudible IVR menu to recognizethe
IVR message. Further, ILM 1726 may analyze the response
message fortheperiods anddifferentoperating mode. There
fore, ILM1726 may call the destinationsbased on the recog
nized periods to generate records database 1608. Further,
records database 1608 may include the time information for
which a particularaudible IVR menu is active. Accordingly,
ITM 1724 may call the destinations multiple times based on
the time information.
Various audible IVR menus include multi-level menus, as
discussedwith reference to FIG. 2A.Therefore,each level of
menu may include Sub-menus, which may further include
sub-menus,and so forth.Accordingly, records database 1608
may include multiple Sub-records, and each of the Sub
records mayhaveactivationcodesassociatedwith them. Fur
thermore, records in records database 1608 may include a
codeto indicateabusinessdomainofthedestinations,suchas
airlines, banks and so forth. In an embodiment ofthe inven
tion, TLM 1722 may use a web-based list such as yellow
pages to call the destinations. Generally, the phone numbers
ofthedestinations intheyellowpagesareorganizedbasedon
the business domains of the destinations. Accordingly the
business domain code could be added to record database
1608. AS graphics and icons are very effective in enhancing
userinterface, ITM 1724 may associate various phrases with
specific icons. Forexample, ITM 1724 may includea dictio
nary ofvarious terms or phrases that are frequently used in
IVR menus, such as “customer care”, “main menu, and so
forth.The terms may be decodedby dialog module 1730and
icons may be associated with them. Accordingly, records
database 1608 may include a code for icons associated with
the IVR menus ofthe destinations.
ITM 1724 may include components to connect to the
audible IVR menu. As shown with reference to FIG. 17B,
ITM 1724 may include a VOIP connection module 1736 to
interact with a VOIP application 1740. VOIP application
1740 may be implemented within or outside DCA 1720. In
such a case, VOIP connection module 1736 may use VOIP
application 1740 to interact with the audible IVR menus.
Further, as shown with reference to FIG. 17C, ITM may
includean IVR connection module 1737, to interact directly
with the audible IVR menu. IVR connection module 1737
may connect to multiple audible IVR menus through a net
work,a PSTNoranyothercommunicationorprotocol. More
over. IVR connection module 1737 may act as a gateway
between DCA 1720 and thedestination ofaudible IVR menu.
FIG. 18 illustrates a flowchart diagram for generating
records database 1608 by using DCS 1606, in accordance
with an embodiment oftheinvention.The audible IVRmenus
ofdestinations maybeanalyzedto generate records database
1608 forcorresponding visual menus. At step 1802, a phone
number may be dialed to connect to an audible IVR menu of
destination. The phone numbers and destinations may be
selected automatically from a database of phone numbers.
For example, yellow pages for a selected territory, category,
business or other suitable classifications. As discussed with
reference to FIG. 2A, the audible IVR menu may include
various options fora userto select. Typically, the options are
structured and presented in form of levels to the user. For
example, with reference to FIG. 2A, options 204a, 206a,and
220a may form a first level ofthe audible IVR menu 222a.
Further, options 208a and 210a may be referred to as sub
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menus to option 204a. Similarly, each Sub-menu may further
comprise Sub-menus, such as options 214a and 216a. There
fore, DCS 1606 is presented with audible instructions at first
level. Thereafter,based on the selection by DCS 1606, corre
spondingaudibleinstructionsofSub-menus maybeprovided.
The first level ofthe audible IVR menu is analyzed at step
1804. The audible IVR menu may be analyzed by voice
recognition.
In an embodiment ofthe invention, the Voice recognition
for constructing records database 1608 is based on context
enhanced Voice recognition. As the process of calling the
destination is initiatedby selectinga numberfrom a list Such
as yellow pages, the Voice recognition system would be pro
vided file ofpotential menu terms, which could be farther
narrowedbase on knowledge ofthebusiness domain and the
potential options such destinations may offer. Therefore, the
process of Voice recognition is greatly enhanced, when the
recognition is done with respectto a relatively small number
ofchoices. SRM 1732in DCA 1720 may be pre-loaded with
a small set ofterms most likely used by the destination and,
therefore, may be requiredto maketherecognition out ofthe
relatively small setofterms.
Further, the voice may beconverted to a text format. In an
embodimentofthe invention,a voice-to-textapplication may
be used to convert the audible instructions to text format.
Subsequently,theinformation generatedfrom theanalysis of
thefirstlevel is storedin records database 1608, atstep 1806.
The information may includethe details about the sub-menu
and the numbers to be dialed to access the sub-menu. For
example, with reference to FIG. 2A, the information for
option 204A may include, instruction part pizza order and
numberpart 2 inthedatabase. Atstep 1808, itis determined
whether there are any sub-menus in the audible IVR menu.
The sub-menus may be detected based on the information
analyzed from the audible IVR menu. In an embodiment of
the invention, Sub-menus are detected based on the informa
tion stored in the database. In case the audible IVR menu
containssub-menus,then the Sub-menusareanalyzed,atstep
1810.Thesub-menus maybeanalyzedin a similarmanneras
the first level ofaudible IVR menu as discussed above. Sub
sequently,at step 1812, the information corresponding tothe
sub-menusis storedin records database 1608.Atstep 1814,it
is determined whetherthereare any furthersub-menus in the
sub-menus ofthe audible IVR menu. DCS 1606 may make
select an option for every menu to connect accordingly and
determine ifa final destination is reached or there is another
layer ofmenu options to be processed. Once the final desti
nation it reached, DCS 1606 may “hang-up' the connection
and register the results. Further, DCS 1606 may dial again to
iteratively discoverthefullmenuoftheIVR. Incase,thereare
further Sub-menus then each Sub-menu is analyzed as dis
cussedabove.Theprocess is iteratedtillthecompleteaudible
IVR menu with the sub-menus is analyzed. Further, the des
tinations maybedialedmultipletimestoensurethatcomplete
audible IVR menu and sub-menus are analyzed. Moreover,
records database 1608 may be automatically checked and
verifiedaftercompleteanalysis oftheaudible IVR menu. For
example, all or various options or Sub-menus in the audible
IVR menu may be selected randomly or based on a pre
defined pattern to verify the information in records database
1608. In an embodimentofthe invention, DCS 1606 may be
use quality marks for every term recognized during the pro
cess. For example, low marks may indicate relatively higher
probability that the recognition was wrong. Further, follow
up steps mayprovidehigherpriorityto checkand validatethe
terms that receivedlow marks. Suchcheckmaybeperformed
by an additional automatic system orby human operators. In

US 8,867,708 B1
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an embodiment of the invention, the destinations may be
connected automatically through various probe servers to
analyze the audible IVR menus. The probe may be imple
mented as a script, a computer program, or firmware, on
remote server 1002, as shown with reference to FIG. 10.
Further, the audible IVR menus may be analyzed by human
operators, in case of malfunction or other issues with the
automatic functioning.
In an embodiment ofthe invention, records database 1608
may be updated automatically based on apre-defined update
time interval. The update may be required to validate the
correctness ofinformationinthedatabase. Moreover, records
database 1608 maybeupdatedbasedon ratings from users of
Visuphone. Forexample, thecallermay identify thata visual
menuincorrectorincomplete,and may subsequently provide
a rating to the visual menu. Further, an administrator or user
ofrecords database 1608 may update it manually.
Variousaudible IVR menus requireaudiocommands from
the caller instead of selecting options. DCS 1606 analyzes
such IVRs to generate records database 1608. In an embodi
ment oftheinvention,atwo-phaseprocess may beappliedto
generate records database 1608. In the first phase a standard
menu is generatedfor the IVR that may relate toa particular
class ofthe destinations. A class can be a business class, for
example, banks, airlines, hospitals and so forth. The first
phase could be extended to cover as many domains as pos
sible so that standard menus existfor most business classes of
destinations. In the second phase, the IVR that requires a
natural language Voice command may be interrogated by
repetitively applying the standard menus according to the
class. Therefore, the relevance ofthe standard menu for the
specific IVR is confirmed. In the process, a stored voice or
synthesized voice could be use foreach menu option. There
after, the menu maybe stored in records database 1608based
on the confirmation. Some IVR menus may be requireany or
both ofnatural language commands and dial tones. In Such a
case, both options could be made available in the records
database1608,andeventuallyinthevisual menu databasefor
the caller at the time of use. As discussed with reference to
FIG. 17, DCS 1606 may determine the type ofaudible IVR
menu forgenerating records database 1608.
FIG. 19 illustrates an exemplary set of IVR categories
1902. As shown a category A 1904 refers to typical audible
IVR menus thatpresent IVR options to the callerthatcan be
selected from simple dial tone selections. In this case, DCS
1606 mayprovide variousdial tones to the IVR foranalyzing
it, and generating records for records database 1608. A cat
egory B 1906 refers to an audible IVR menu that requires the
caller to answer some initial questions, before presenting
simple dial tone options for further menu. For example, the
callermaybe requiredtoselecta languagepreference,before
presenting the menu. A category C 1908 may require the
caller to provide Some personal information before present
ingthemenu. Forexample,thecallermayberequiredtoinput
an account number, aphone number,a customer numberand
so forth. A category C 1910 refers to an IVR menu that may
require Voice inputs or natural language selection from the
caller. In this case, DCS 1606 generates an activation code
that points to a recorded Voice phrase or a code that can
instruct to synthesize the proper Voice phrase required.
Additional variations of the categories include an IVR
menu that provides a legal notice. For example, the audible
IVR menu of a mortgage bank usually include an header
stating that this is debt collector and anything stated during
the call could be used for futurecollections. Otherstatements
can besuch as those that relate to theoption to record thecall
and so forth. The statement may be registered and added to
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records database 1608, so that the legal statement can be
presented with the visual menu. Further, additional state
ments maybeaddedattheend ofthe statementsregardingthe
last time when the IVR was verified.
FIG. 20A illustrates an exemplary information process for
an IVR menustoredinrecordsdatabase1608. Sometimes,an
audible IVR may request the caller for some specific orper
sonal information that is otherthan selection ofIVR options.
ILM 1726 may mark Such requests and process them sepa
rately. ILM 1726 can identify the such requests based on a
combination ofthe identity code and an ordered list ofacti
vation codes. As shown, the records database content 2002
may include exemplary request 2004a “Please enter the
invoice number, request 2006a “Please enter the payment
amount', request 2008a “Please choose your payment card:
Press 1 for VISA and 2 for Mastercard', request 2010a
"Please say orenter credit card number, and request 2012a
"Please enter yourCredit Card expiry date'.
Corresponding to these requests a display may be gener
ated on the user's device, an exemplary illustration is as
shown with reference to FIG. 20B. As shown, a web form
2014 is generated corresponding to the requests. Web form
2014 maybepresented onawebbrowseroftheuser's device.
In another embodiment ofthe invention, the display is pre
sented as an independent form on the display ofthe device.
Therefore, the device may not require a web browser appli
cation. Web form 2014 may includesingleormultiplepages.
Further, in case the information is displayed directly on
device, then various screens, layers or scroll may be used to
display theinformation. Web form 2014may includeaninput
box 2004b corresponding to request 2004a, inputbox 2006b
corresponding to request 2006a, input box 2008b corre
spondingto request2008a, inputbox 2010bcorrespondingto
request 2010a, input box 2012b corresponding to request
2012a, and a submit button 2016. The Visuphone on the
user's device may automatically complete Some or even all
the require details based on stored profile orprevious inputs
ofthe user.Therefore, the usermayonly (ifatall)be required
tocompletethe missinginformation manually. Subsequently,
theVisuphonemayconnectto theIVRaftertheuserclickson
thesubmitbutton 2016. Further, theVisuphone may navigate
to the process root within the IVR menu, revalidate the pro
cess input requests, and transmit the user data to the IVR
without any action from the user. Moreover, the Visuphone
may hide the IVR validation question Such as questions like
“areyou sure”,“didyou mean XXX?',andsoforth.Afterthe
Submission, a response Such as, but not limited to, a receipt
number, specific flight landing time, and so forth may be
presented to the user. The response from the IVR can be in
various forms, for example, but not limited to, a recorded
audible response or a transcript ofthe audible response.
In anotherembodimentofthe invention, electronic yellow
pages directory allows the dialing the number directly from
the directory and further provides the visual menu of the
destination. The callercan select theexact destination before
dialing or follow the visual menu afterdialing. For example,
an airline company might have various option, menus and
layers in the large organization. Selecting the exact depart
ment in the organization before dialing can save the userthe
timeand overhead oflisteningto the menu and making deci
sions based on the Voice menu. The yellow pages company
can have a copy ofthe visual menu database or can be con
nectedto a visual menu service in orderto provide the menu
to the user.
Alternatively an enhanced web baseyellow page could be
provided, wherein the callercan first choose the provider he
requiresto contact. Thereafter, ifthat destinationprovidesan

US 8,867,708 B1
31
IVR, then the enhancedyellow pagewill usethe visual menu
databasetopresentavisual menuonthewebpage. Moreover,
the caller can click to choose the internal destination ofthat
provider andtheenhancedyellow page may accordingly ini
tiate the call. The call could be made using the conventional
telephonenetworkorPSTN. Inthiscase,theenhancedyellow
page may need the caller's telephone numberto perform the
connection. Alternatively, the enhanced yellow page could
use VOIP to connect the caller over the web to the IVR ofthe
destination.
InsomeIVRsystems,thecallermayhavetowaitorholdon
a queue ofprevious dialers until the specific department or
agent is available. In another embodiment ofthe invention,
theenhancedyellow pagesystem will connectthecalleronly
afterthe specificagent is available, without waiting in a long
waitinglinequeue.The system canrecognizethatthewaiting
queue message ofthespecific department,andto connectthe
useronly aftertheagent is answering. Therefore, the waiting
time ofthe caller on thephone queue that sometimes may be
very long, may be reduced. The system can park on the line
forthe waiting line onthe specific entry in the menu, as soon
as the agent is available, the caller gets a signal to start the
conversation with the agent.
Additionaladvantageoftheinventionrelatestocallerswho
are more proficient in foreign language. Visuphone may pro
videthe visual menu in multiple languages. A callercan than
choose a language ofhis choice and download to his device
database the menu in that language.
Yet another advantage ofthe invention relates to IVR that
ask for voice commands. This IVR interface is for some user
harder to use due to accent or other problems. The database
could be provided with the option as been described before
for the system to output voice command according to caller
selection ofthe menu options.
Embodiments of the invention are described above with
reference to block diagrams and Schematic illustrations of
methodsandsystemsaccordingtoembodimentsoftheinven
tion. Itwillbeunderstoodthateachblockofthediagramsand
combinations ofblocks in the diagrams can be implemented
by computerprogram instructions. These computer program
instructions maybe loadedonto oneormoregeneralpurpose
computers, special purpose computers, or other program
mable data processing translator to produce machines. Such
that the instructions which executeonthe computers orother
programmable data processing translator create means for
implementing the functions specified in the block orblocks.
Such computer program instructions may also be stored in a
computer-readable memory that can direct a computer or
otherprogrammable data processingapparatus to function in
a particular manner, Such that the instructions stored in the
computer-readable memory produce an article of manufac
tureincluding instruction means that implement the function
specified in the block or blocks.
While the invention has been described in connection with
what is presently considered to be the most practical and
variousembodiments,itisto be understood thattheinvention
is not to be limited to the disclosed embodiments, but on the
contrary, is intended to cover various modifications and
equivalentarrangements included within the spiritand scope
ofthe appended claims. The invention has been described in
the general context of computing devices, phone and com
puter-executable instructions, such as program modules,
being executed by a computer. Generally, program modules
include routines, programs, characters, components, data
structures, etc., that perform particular tasks or implement
particularabstract data types. A person skilled in the art will
appreciate that the invention may be practiced with other
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computer system configurations, including hand-held
devices, multiprocessor systems, microprocessor-based or
programmable consumer electronics, network PCs, mini
computers, mainframe computers, and the like. Further, the
invention may also be practiced in distributed computing
worlds where tasks are performed by remote processing
devicesthatarelinkedthroughacommunications network. In
a distributed computing world, program modules may be
located in both local and remote memory storage devices.
This written description uses examples to disclose the
invention, including the best mode, and also to enable any
person skilled in the art to practice the invention, including
makingand usingany devices orsystemsandperformingany
incorporated methods. The patentable scope the invention is
defined in the claims, and may include other examples that
occur to those skilled in the art. Such other examples are
intended to be within the scope of the claims if they have
structuralelements thatdo notdifferfrom theliterallanguage
oftheclaims, orifthey includeequivalentstructuralelements
with insubstantial differences from the literal languages of
the claims.
The invention claimed is:
1. A method forgenerating an Interactive Voice Response
(IVR) database, the method comprising:
a list of telephone numbers associated with plurality of
destinations implementing IVR menus:
communicating with said plurality of destinations for
receiving their voice menu:
wherein said communicating comprise callingat least one
destination plurality oftimes, and
recognizing said at least one destination Voice menu and
storingthe IVR menu record inan IVR database set for
storing said plurality ofdestinations IVR menus.
2. The method ofclaim 1, comprises associating at least
one icon code with at least one of said IVR menu record.
3. The method ofclaim 1, comprises downloading one or
more activation codes associated with saidat leastone ofsaid
IVR menus,and wherein saidactivation codes areassociated
with one or more internal destinations of said at least one of
said IVR menus.
4. The method ofclaim 1, comprises performing said rec
ognizing saidatleastonedestination Voice menu,atleasttwo
times for the same IVR destination and comparing the two
Voice menu record.
5.The method ofclaim 1, wherein said recognizingsaidat
leastonedestinationVoice menucomprisetheuseofaspeech
recognition algorithm.
6. The method of claim 1, wherein a code related to a
business domain ofat least one ofsaid destinations, is asso
ciated with a at least one ofsaid IVR menu.
7. A method for construction of an Interactive Voice
Response (IVR) database comprising:
having a list oftelephone numbers associated with a plu
rality ofdestinationsimplementingIVRmenus,wherein
the destinationsaregroupedbased on one or morebusi
ness domains;
calling a telephone number from the list; and
recognizingtheVoiced IVR menustogenerateoneormore
records ofthe IVR database, wherein
said calling a telephone number from the list comprise
calling plurality oftimes the same telephone number.
8. The method ofclaim 7, comprises multiplepresetterms
recognizable by said speech recognition.
9. The method of claim 7, comprises generating a voice
command.
10. The method ofclaim 7, comprises generating a plural
ity ofcalls at different times to a destination.

US 8,867,708 B1
33
11. The method ofclaim 7, comprises:
detecting a legal notice associated with the IVR menus:
storing the legal notice in the memory; and
associating the legal notice with an identification code of
said IVR.
12. The method ofclaim 7, comprises characterizing said
IVR as one or more preset IVR types.
13. The method ofclaim 7, comprises associating at least
one icon code with an internal destination.
14.A method for managingan Interactive Voice Response
database, the method comprising:
dialing a telephone numbercorresponding to an IVR des
tination,thetelephonenumberbeingdialedtoreceivean
audio information correspondingto oneormoreoptions
ofan IVR menu associated with the IVR destination;
generatingoneormorerecords basedonthereceivedaudio
information, the records being generated by using
speech recognition; and
storing the generated records in the Interactive Voice
Response Database,
wherein the telephone numberbeing selectedfrom a list
oftelephone numbers corresponding to aplurality of
IVR destinations, and
wherein each of the telephone numbers being dialed
Successively for storing records corresponding to
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each of the IVR menus related to the IVR destina
tions, thereby managing the Interactive Voice
Response database.
15. The method ofclaim 14 furthercomprising analyzing
the one or more options using speech recognition to deter
mineoneormorehierarchiescorrespondingtotheIVRmenu.
16. The method ofclaim 14 further comprising updating
the Interactive Voice Response database by adding one or
morepropertiescorrespondingtoeach IVRdestinationbased
on an informational database.
17.The methodofclaim 14, wherein the recordscomprise
a business code associated with the IVR menu.
18. The method of claim 14, comprises said associating
personal data ofat least one caller with at least one of said
telephone numbers.
19. The method ofclaim 14, furthercomprising:
detectingalegal noticeassociatedwiththe IVR menu; and
storing the legal notice in the Interactive Voice Response
database.
20. The method ofclaim 14, further comprising updating
theInteractiveVoiceResponsedatabasebystoringtimeinfor
mation associated with each IVR menu.
k k k k k

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