Systems and methods for visual presentation and selection of ivr menu

(19) United States
US 20150010136A1
(12) Patent Application Publication (10) Pub. No.: US2015/0010136A1
Lavian et al. (43) Pub. Date: Jan. 8, 2015
(54) SYSTEMS AND METHODS FORVISUAL (52) U.S. Cl.
PRESENTATION AND SELECTION OF VR CPC ..................................... H04M 3/493 (2013.01)
MENU USPC ....................................................... 379/88.11
(71) Applicants:Tal Lavian, Sunnyvale, CA (US); Zvi (57) ABSTRACT
Or-Bach, San Jose, CA (US)
Embodiments ofthe invention provide a system for generat
(72) Inventors: Tal Lavian, Sunnyvale, CA (US); Zvi ingan InteractiveVoice Response(IVR) database, thesystem
Or-Bach, San Jose, CA (US) comprisingaprocessoranda memory coupledto the proces
sor. The memory comprising a list of telephone numbers
(21) Appl. No.: 13/934,248 associated with one or more destinations implementing IVR
menus, wherein the one or more destinations are groupedgroup
(22) Filed: Jul. 3, 2013 based on a plurality ofcategories ofthe IVR menus. Further
O O the memory includes instructions executable by said proces
Publication Classification sor for automatically communicating with the one of more
(51) Int. Cl destinations, and receiving at least one customization record
itouMsA93 (2006.01) from saidatleast one destinationto storeinthe IVRdatabase.
1083
Destination
108b.
Destination
Device
(Telephone)
Cater
108C
Destination
106 104.
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1502
Detect phone number of a destination dialed from a device
1504 Search for IVR information in visual menu database on the
device
is a visual
menu for destination available
in Visual menu
database?
N.G.)
Yes
1508 Display the visual menu and associated
information
1510
Detect input from caller on the visual menu
1512 Connect to the destination based on inputs
from the Caler
1514
is the visual NO
menu Correct?
1516 Yes
Maintain the Connection ti Caier or destination disconnects
FIG. 15A

1518
Connect the device to a remote
repository
1520
N.Go)is the visual menu
available in
emote repository?
Yes
1522 N Update the visual menu database from
remote repository
is the visual menu
available in
updated visual
menu database?
No
1526 Updatethe remote repository (E)
FIG. 15B

1528
Any menu selection
detected On the
device?
1530 Provide the diated number as a
destination to remote repository
FIG. 15C

1558 Connect device to a remote repository
1560
ls there an updated
version of the visual
menu in the remote
repository?
FIG. 15D

US 201S/0010136A1Jan. 8, 2015 Sheet 27 of92
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Repository Connection Module

1802 - Connect to a destination
1804 Analyze a first level ofthe audible IVR
ent
1806 - Store the information regarding the
audible IVR menu in a database
NO Are there any sub
menus in the
audible VR menu?
Yes
1810 N. Analyze the sub-menus
Store the information regarding the
Sub-menus in the database
Are there any Sub
menuS in the Sub
menus?
1812
NO
FIG. 18

806j.

Record Database Content
2002
Please enter invoice number
2004a
Please enterthe payment amount
2006a
Please choose yourpayment card:
2008a Press 1 for VISA or 2 for MasterCard
Please enter your Credit Card
2012a expiry date
Please say or enter your
2010a Credit Card number
FIG20A

Payment Form for ABC 2014
Please choose your payment card:
O) VISA O MasterCard
FIG.2OB

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2302 ldentify phone number of a destination dialed from a
device
2304 Determine a location COde aSSOciated with Current OCation
of the device
2306 Determine a business category associated with dialed
y phone number
Search for destination phone numbers matching the
2308 business category of the dialed phone number stored on a
database
2310 Are One Or more
destination
phone numbers
available?
NOGA)
Yes
2312 Search foratleastone destination phone number from the
destination phone numbers based on location code
FIG. 23A

2328 Request updates from a server
2330 N. Receive updates from the server
Store updates in the database
On the device
2332
FIG. 23B

2314
ls at east one
destination
phone number
available 2
NO
2326
Display a visual VR
Yes menu of the diated
destination phone
number
2316 Display the at east one destination
phone number and associated
properties
2318 Select a destination phone number,
2320 Display a visual IVR menu of the
Selected destination
2322 Select an option from the visual VR
e
2324 Connect to the selected option ofthe
destination
Stop
FIG. 23C

2402 N identify a numberofdestination dialed by a callerofthe
device
2404
Search for an advertisement associated with the number in
a database
2406 -
Display the advertisement on the device
is a selection of
Yes advertisement
bythe caller
detected?
FIG. 24.

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26O2 Dial a phone number ofa destination
2604 Display a visual VR menu corresponding to the dialed
number On Caier device
2606
Select an option from the displayed visual VR menu
2608 - Display a form indicatingthe information required bythe
IVR of the destination
2610 - Fiil the information in the displayed form
2612 N Establish a connection between the destination and the
Caler device
Stop
FIG. 26

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3002 Dial a phone number ofa destination from a device
3OO4. Display a scheduling mode option and a visual interactive
Voice Response (IVR) menu associated with the dialed
destination
3OO6 Switch the device to a scheduling mode
3008 Save a selection information including one or more options
of the visual IVR menu
3010 N Save a call schedule including a dateand time information
Has the date and
time for the Cat
schedule arrived?
Wait for the Cal
Schedule's date
Yes and time
FIG. 3OA

(a)
3016
On the Selection information
3020
3022
3024
FIG. 3OB

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34O2 a
Search, at a first communication device, for a
data network
is data network
available?
34O6
Send a first section ofa packet
to the Second Communication
device as Dual-TOne Multi
frequency signals
34.08 Send a first section ofthe packet comprising first
information to the Second Communication device
Yes
ls Visuphone
available at Second
Communication
device?
No->GB)
Yes
FIG. 34A

Receive an acknowledgement message based
On the first section from the Second
Communication device
3412
Send a second section ofthe packet comprising
second information based on the
acknowledgement messageto the second
Communication device
3414
FIG. 34B

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4002 Receive, at the device, a cat from a phone
number ofa first party device
4004 Compare the phone numberofthe first party
device with the phone numbers stored in the
device
4006
Display the visual IVR menu
4008 :
Display one or more Communication options
4010 Select a communication option
4012 Establish a COmmunication Session based On
the Selection
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Search, at a portable device, for an external
device
6304N
S the
external device
detected?
YeS
Connect to the detected external device6306
63O8 Display contents of display ofthe portable
device On a Screen of the external device
FIG. 63

6402 Search, at a portable device, fora user device
is the
user device
detected?
Yes
6406 Establish a connection between the portable
device and the detected user device
6408 Search, at the portable device, for an external
device
6410
is the
external device
detected?
Yes
FIG. 64A

6412 Establish a connection between the portable
device and the detected external device
Display contents of display ofthe user device
On a screen of the external device
6414
FIG. 64B

|No.
<%29099

Z0,

Start
6902 Dial, at the device, a phone numberofa
destination
6904 Display the visual IVR menu associated with the
dialed phone number
6906 Display one or more contact options
6908 Select at least one contact option
6910 Change the display ofthe visual IVR menu
based on the selection ofthe contact option
Stop
FIG. 69

US 2015/0010136A1
SYSTEMIS AND METHODS FOR VISUAL
PRESENTATION AND SELECTION OF VR
MENU
CROSS REFERENCE TO RELATED
APPLICATIONS
0001. This application is a Continuation of U.S. Non
Provisional application Ser. No. 13/186,984 entitled “SYS
TEMS AND METHODS FOR VISUAL PRESENTATION
AND SELECTION OF IVR MENU and filed on Jul. 20,
2011.
FIELD OF THE INVENTION
0002 The invention relates to InteractiveVoice Response
(IVR) system and more specifically the invention relates to
visual selection ofIVR option from a caller device.
BACKGROUND OF THE INVENTION
0003 Interactive Voice Response (IVR) technology is
generally used to detect Voice and key inputs from a caller.
The advent ofInteractiveVoice Response (IVR) systems has
reduced operating costs for many types of businesses for
providing services. Generally, the IVR systems allow a user
to interactwith an audio or visual response system. The IVR
systems can provideprompts to auserandreceivetouchtone
and/or spoken responses on the prompts from the user.
Through such IVR dialogue the system collects sufficient
information abouttheusertodirectthecalltothemostappro
priate resource, information processing system orthe like.
0004 Generally, when the caller calls a destination, such
asabank,anautomatedaudio IVR menuisplayed.Theaudio
IVR menucan containinstructionstoprovideinstantservices
Such 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. For
example,the menu may directthe callertopress variouskeys
on atelephoneto connecttoaparticular departmentoragent.
The audio IVR menu is designed specific to a destination.
Therefore, each destination ororganization may have differ
entaudio IVR menus. Further, the IVR menu in an organiza
tioncanbebased onthetypeofdepartments,typeofservices,
customercareexecutivesoragentsandso forth. Forexample,
an IVR menu of a bank may include options related to the
account details ofthe caller, whilean IVR menu ofapizzeria
may contain options to order or select a pizza.
0005 Typically, thecallercallingthedestinationmayhave
to listen and follow instructions on the menu to geta 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
of numbers. Furthermore, the dialed destination may not
includetheinformation desiredbytheuser. Insuchacase,the
user may have to call the destination again for retrieving the
desired information. Therefore, the user may become frus
trated with the IVR systems.
0006. Usually, the IVR menus are same for all the users.
Therefore, thecustomerhas to listen them carefully to select
Jan. 8, 2015
the appropriate option. The user may have to wait for long
timefor receivinginformation whileinteractingwiththeIVR
systems. Moreover, sometimes the requested information
might not be available at the time when the user calls the
destination. Therefore, the user may have to either wait for
longtimeorcallagain later. Forexample,theusermay desire
to talkto a customercare executive ofthedestination, who is
busy atthetimeofthecall.Therefore, thecallofthe usermay
beput on hold orhe may be asked to call later.
0007 Some prior art try to address this problem by pro
viding visual form ofIVR. 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
menu displayedonthecallerdeviceisstored onan IVRserver
at the destination end. As a result, the visual IVR menu is
specific to thedestinationandonlythe IVRofthe destination
dialed is displayed. Thesetechniques therefore, require each
destinationtoset-uphardware,softwareandotherfacilitiesto
be deployed for providing visual IVR servers.
0008. A U.S. Pat. No. 7,460,652, assigned to AT&T Intel
lectual Property I, L.P., discloses techniques for call routing
and communication with a call originator. The call may be
receivedatanautomatedcallhandlingsystem.Thereafter,the
call is evaluatedbasedon a set ofbusiness rules and routed to
an interactive Voice response unit based on the evaluation.
Further, the interactive voice response unit automatically
schedules and sends an email to the originator of the call.
However, the scheduling of the email is performed after
establishing a communication with the automated call han
dling system. Moreover, the scheduling is performed at the
automated call handling system.
0009. Anotherexisting techniqueas disclosedin U.S. Pat.
No. 6,560,320 assigned to International Business Machines
Corporation enables an operator ofthe IVR to send custom
izedsignalstothecallerforgeneratinganddisplayinggraphi
cal elements on the device ofthecaller. Thereafter, thecaller
can respondby selecting options through touch-screen inter
face ofthe device. Dual Tone Multi frequency (DTMF) sig
nals ofthe IVR. However, this technique requires a specifi
cally configured device to interpret the codes sent as Dual
Tone Multi frequency (DTMF) signals for generating the
graphics. Moreover, an operator is required to present the
graphics to the caller. Furthermore, specialized software and
hardware are required at the operatorto design and generate
DTMF codes. Therefore, the technique faces various practi
cal limitations.
0010 Generally,theIVR menusoftheorganizationsarein
form ofaudible menu. Moreover, thereare a large number of
organizations that use IVR menus. Therefore, convertingthe
audible menus to visual IVR menus can be time consuming.
Anexistingtechnique,asdisclosedinU.S. Pat. No. 6,920,425
assignedto NortelNetworks Limited,discloses anautomated
scripttoconverttheaudiblemenusscriptsto visualIVR 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
scriptsthatareavailablecanbeconvertedto visual IVR menu

US 2015/0010136A1
scripts. Furthermore,thedeviceofthecallermustbedesigned
orprogrammed to understand the visual IVR menu scripts.
0.011 Various organizations encourage the customers to
call them forinformation on theirproducts orservices, 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
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.
0012. The effectiveness of providing the IVR in visual
form is discussed in a technicalpaper titled, The Benefits of
Augmenting 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.
0013 As discussed above the existing technologies have
variouslimitations. Hence,techniquesaredesiredforprovid
ing enhanced telephony.
SUMMARY
0014. An enhanced telephone system is provided. The
telephone system comprises a databasethat comprises one or
more phone numbers and one or more menus corresponding
to the phone numbers, wherein the menus comprise one or
more options for selection. The telephone system comprises
means forcomparing a dialed numberto the phone numbers
inthedatabase; meansfordisplayingamenubasedonaresult
ofthecomparison; means forenablingselection oftheone or
more options from the displayed menu; and means forestab
lishing a connection with a destination ofthe dialed number
based on the selection ofthe one or more options.
0015. An enhanced telephone system is provided. The
telephone system comprises a database comprising one or
more phone numbers and one or more menus corresponding
to the phone numbers, wherein the menus comprises one or
more options for selection; means for comparing the a
received number ofa received call to the phone numbers in
thedatabase; meansfordisplayingamenubasedon aresultof
the comparison; and means forenabling selection ofthe one
or more options from the displayed menu.
0016 Further,amethodforprovidingenhancedtelephony
is provided. The method comprising identifying a number
dialedfromatelephonesystem; comparingthedialednumber
to one or more phone numbers stored in a database, wherein
the database comprises one or more menus corresponding to
Jan. 8, 2015
thephone 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.
0017. A caller may dial or select a phone number from a
device ofa destination. The phone number is detected by a
Visuphoneimplemented onthedevicetodisplayavisual IVR
menu correspondingto theaudible IVR menu ofthe destina
tion. Visuphone may be hardware, an application stored as a
software orfirmware onthe device, oracombination thereof.
Visuphone may include a database ofvisual IVR menus cor
responding to audible IVR menus for various destinations.
Thereafter, thecaller may interact with the visual IVR menu
displayed on the device to establish a connection with the
destination. Furthermore,Visuphone may detectandlaunch a
VOIPapplication forestablishingthe connection. Moreover,
Visuphone may provide pre-recorded or computer synthe
sized audio responses on behalfof the caller to the destina
tion.
0018. An aspectofthe invention is to generate a database
ofvisual IVR menus. The database generationcouldbe done
by successive calling the IVR and combined with voice rec
ognition. 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
followall 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.
0019. Another aspect of the invention is to generate a
database of visual IVR menus by a computer system. Com
bination ofhardwareand software that isconnected to phone
system and automatically dials the IVR phone numbers,
record the different options ofthe voice menu, analyze the
Voice menu and generate and enter the different entries into
the database. The system will generate the voice tone that
simulates the relevant touchtone ofaphone number pressed.
This process will be done in several levels until covering all
the entries in all the levels ofthe specific IVR system. This
process is done forall the IVR phone number in the list.
0020. Additional alternative is to access the IVR internal
database anddownload the menu. Thisapproach requiresthe
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 IVR menu by utility that
could be design according to the format, which could be
provided by the IVR maker.
0021. Another aspect ofthe invention is to provide to a
callerusing a device a visual IVR menu corresponding to an
audible IVR menu ofa destination.
0022. Another aspect of the invention is to enable the
caller to directly interact with the visual IVR menu without
listening to the audible IVR menu ofthe destination.
0023. Another aspect of the invention is to provide the
visual IVR menu to the caller before establishing a connec
tion ofthe device with the destination.

US 2015/0010136A1
0024. Anotheraspect ofthe invention is to provide adver
tisements related to the destination or function ofthe desti
nation dialed by the caller.
0025 Yet another aspect ofthe invention is to provide a
visual IVR menu ofa destinationaccordingto thelocation of
the communication device ofa caller and/or a location ofthe
dialed destination phone number.
0026. Embodimentsofthe invention providean enhanced
communication device.Theenhancedcommunication device
comprises a processor and a memory coupled to the proces
sor.The memory comprisesadatabaseincludingoneormore
destination phone numbers and at least one property associ
atedwith thedestinationphonenumbers Further,the memory
comprises instructions executable by the processorforiden
tifyingadialedphone numberofa destination, determininga
location code associated with a current location ofthe com
munication device, comparing the dialed phone number to
one or more destination phone numbers stored in a database,
anddisplayingatleastonepropertyassociatedwiththeoneor
more destination phone numbers based on the comparison.
0027 Embodimentsofthe invention providean enhanced
communication device.Theenhancedcommunication device
comprises a database including one or more destination
phone numbers and at least one property associated with the
destinationphone numbers. Further, the enhanced communi
cation devicecomprises means foridentifyingadialedphone
number of a destination, means for determining a location
code associated witha current location ofthe communication
device, means forcomparing thedialedphone numberto one
or more destination phone numbers stored in a database, and
meansfordisplayingatleastonepropertyassociatedwith the
one or more destination phone numbers based on the com
parison.
0028 Embodimentsofthe invention providea methodfor
providing enhanced telephony. The method includes identi
fying a phone numberofa destination dialedfrom a commu
nication device; determining a location codeassociated with
acurrent location ofthecommunication device; and compar
ingthedialedphone numbertooneormoredestinationphone
numbers stored in a database. The database may include at
leastonepropertyassociatedwiththedestinationphonenum
bers. Further, the method includes displaying theat leastone
property associated with the one or more destination phone
numbers based on the comparison.
device. The enhanced device comprises a processor and a
memory coupled to the processor. The memory comprises a
database including one or more destination phone numbers
and at least one property associated with the destination
phone numbers Further, the memory comprises instructions
executable by the processor for identifying a dialed phone
number ofa destination, determininga location codeassoci
ated with a current location of the device, comparing the
dialed phone numberto one or more destination phone num
bers storedin a database,and displayingatleastoneproperty
associated with the one or more destination phone numbers
based on the comparison.
device. The enhanced device comprises a database including
one or more destination phone numbers and at least one
propertyassociatedwith thedestinationphone numbers. Fur
ther, the enhanced device comprises means for identifying a
dialedphone numberofa destination, means fordetermining
a location code associated with a current location of the
Jan. 8, 2015
device, means forcomparingthe dialedphone numberto one
or more destination phone numbers stored in a database, and
meansfordisplayingatleastonepropertyassociatedwith the
one or more destination phone numbers based on the com
parison.
providing enhanced telephony. The method includes identi
fying a phone number ofa destination dialed from a device;
determiningalocationcodeassociatedwithacurrentlocation
ofthedevice; andcomparingthe dialedphone numberto one
ormore destinationphone numbers storedin a database. The
database may includeatleastonepropertyassociatedwiththe
destinationphone numbers. Further, themethod includesdis
playing the at least one property associated with the one or
more destination phone numbers based on the comparison.
0032 Embodiments of the invention provide a device
comprising a database comprising a plurality ofvisual IVR
menus associatedwith aplurality ofdestinations. The device
further comprises means for dialing a phone number of a
destination, means for comparing the dialed phone number
with phone numbers stored in the database, and means for
displaying aformbasedonthecomparison,wherein theform
comprises one or moredata request fields corresponding to a
visual IVR menu associated with the dialed destination.
0033 Embodiments of the invention provide a device
comprising a processor. Further, the device comprises a
memory comprising a database. The database comprises a
plurality of visual IVR menus associated with a plurality of
destinations. Further, the memory comprises instructions
executable by the processor for dialing a phone number ofa
destination, comparing the dialed phone number with phone
numbers stored in the database, and displaying a form based
on the comparison, wherein the form comprises one or more
data request fields correspondingto a visual IVR menu asso
ciated with the dialed destination.
0034) Further,amethodforprovidingenhancedtelephony
is disclosed. The method comprises dialing, at a device, a
phone number ofa destination. The device comprises a plu
rality of visual IVR menus associated with a plurality of
destinations. Further, the method comprises comparing the
dialed phone number with phone numbers stored in the
device. Furthermore,the method comprisesdisplaying,atthe
device, a form based on the comparison, wherein the form
comprises one or moredata request fields corresponding to a
0035 Embodiments ofthe invention provide a device for
scheduling a callto a destination based on predefined calling
information. The device comprises a database comprising at
leastone visual IVR menuassociatedwith each ofaplurality
ofdestinations. The device also comprises means fordialing
a phone number ofa destination ofthe plurality ofdestina
tionsbasedonthepredefinedcallinginformation,whereinthe
predefined calling information is selected from a visual IVR
menu associated with the destination; means for receiving
information from the dialed destination based on the pre
defined calling information; and means for displaying the
received information.
0036 Embodimentsoftheinvention discloseamethodfor
providing scheduling a call to a destination based on pre
defined calling information. The method comprises dialing a
phone number ofa destination ofa plurality ofdestinations
basedon thepredefined calling information,wherein thepre
defined calling information is selected from a visual IVR
menu associated with the destination. Further, the method

US 2015/0010136A1
comprises receiving information from the dialed destination
basedonthepredefinedcallinginformation. Furthermore,the
method comprises displaying the received information.
0037 Embodiments of the present invention provide a
device.Thedevicecomprises a processor. Further, thedevice
comprises a memory coupled to the processor. The memory
comprisesadatabasecomprisingatleastoneIVR menuasso
ciated with at least one IVR system. Further, the memory
comprises instructions executable by the processorforsend
ing afirstsection ofadatapacketto a second communication
device. The first section comprising first information is sent
based on a visual IVR menu associated with the second com
munication device. Further, the memory comprises instruc
tions executable by the processor for receiving an acknowl
edgement message from the second communication device
basedon the firstsectionofthe datapacket. Furthermore, the
memoryincludesinstructionsexecutablebytheprocessorfor
sending a second section of the data packet to the second
communication device based on the acknowledgement mes
sage. The second section comprises second information.
0038 Embodiments of the present invention provide a
method for communicating among a plurality of communi
cation devices.Themethod comprises sending,byadevice, a
first section of a data packet to a second communication
device. The first section comprising first information is sent
based on a visual Interactive Voice Response (IVR) menu
associated with atleastone IVR system. Further, the method
comprisesreceiving,atthedevice,anacknowledgement mes
sagefromthesecondcommunicationdevicebasedonthefirst
section of the data packet. Furthermore, the method com
prises sending, by the device, a second section ofthe data
packet to the second communication device based on the
acknowledgement message. The second section comprises
second information.
establishing a communication session in a communication
network. The method comprisesdialing,byadevice, aphone
numberofa second communication device. The second com
munication device comprises an IVR system. Further, the
method comprises detecting, by the device, a data network.
Furthermore, the methodcomprises sending,by thedevice, a
first section ofa data packet to the dialed second communi
cation device when the data network is detected. The first
section comprises first information.
0040 Embodiments ofthe invention providea communi
cation devicecomprisingadatabasecomprisingaplurality of
visual Interactive Voice Response (IVR) menus associated
with a plurality of destinations. The communication device
further comprises means for dialing a phone number of a
destination, means for comparing the dialed phone number
with phone numbers stored in the database, and means for
displaying aformbasedonthecomparison, wherein the form
comprises one or moredata requestfields correspondingto a
0041. A method forproviding enhanced telephony is dis
closed. The method comprises dialing, at a communication
device,aphone numberofa destination. Thecommunication
device comprises aplurality ofvisual IVR menus associated
with a plurality of destinations. Further, the method com
prises comparingthe dialed phone number with phone num
bers stored in the communication device. Furthermore, the
methodcomprisesdisplaying,atthecommunication device,a
form based on the comparison, wherein the form comprises
Jan. 8, 2015
oneormoredatarequest fields correspondingtoa visual IVR
menu associated with the dialed destination.
0042. An aspect ofthe invention is to provide updates to
the visual IVR menus stored in the device.
0043. An aspect ofthe invention is to provide the visual
IVR menu when thecall is forwarded from one destination to
another.
0044 Anotheraspectofthepresentinventionistoprovide
a method for displaying, at a device, a visual IVR menu
associated with a phone number ofa calling device. Further,
the method displays one or more communication options at
the device.
0045 Anotheraspectofthe invention is to enablea userat
the deviceto interactwith the visual IVR menu ofthecalling
firstparty devicewithoutlisteningto theaudible IVRmenu of
the first party device.
0046 Yet another aspect of the invention is to enable a
portabledeviceordevicetoconnecttoanexternaldevice with
betterdisplay capabilities.
0047. Further aspect of the invention is to provide the
visual IVR menu ofa first party device to a user ofa device
before establishing a communication session between the
device and thefirst party device.
0048. Additional aspect ofthe invention is an automatic
learning ofcallerchoice and uses that forassisting the caller
in his future calls.
BRIEF DESCRIPTION OF THE DRAWINGS
0049. Having thus described the invention in general
terms, reference will now be made to the accompanying
drawings, which are not necessarily drawn to scale, and
wherein:
0050 FIG. 1A illustrates an exemplary environment
where various embodiments ofthe invention may function;
0051 FIG. 1B illustrates another exemplary environment
where various embodiments ofthe invention may function;
0.052 FIG. 1C illustrates yet another exemplary environ
ment where various embodiments oftheinvention may func
tion;
0053 FIG. 2A illustratesan exemplaryaudibleInteractive
Voice Response (IVR) menu at a destination, in accordance
with an embodiment ofthe invention;
0054 FIG.2Billustratesanexemplaryvisual IVRmenuat
a device corresponding to the audible IVR menu ofthe des
tination, in accordancewithan embodimentoftheinvention;
0055 FIG. 2C illustrate an exemplary visual IVR menu
that display graphics for each option, in accordance with an
embodiment ofthe invention;
0056 FIG. 2D illustrate an exemplary visual IVR menu
that display tooltip when a curser is hovering an option for
more than certain time withoutaction, in accordance with an
0057 FIGS.3Aand3B illustrates exemplarycomponents
ofthe device for implementing a Visuphone, in accordance
0.058 FIG. 4 illustratesan exemplary display ofthe visual
IVR menu on the device, in accordancewith an embodiment
ofthe invention;
0059 FIG. 5 illustrates exemplary components of the
device for implementing the Visuphone, in accordance with
another embodiment ofthe invention;
0060 FIG. 6 illustratesan exemplary display ofthe visual
IVR menu onthe device, inaccordancewithanotherembodi
ment ofthe invention;

US 2015/0010136A1
0061 FIG. 7illustratesa webpagedisplayedonthe device
that may be usedto initiateaconnection tothedestination, in
accordance with an embodiment ofthe invention;
0062 FIG. 8 illustrates an exemplary software architec
ture ofVisuphone, in accordance with an embodimentofthe
invention;
0063 FIG. 9 illustrates exemplary components of the
Visuphone, in accordance with an embodiment ofthe inven
tion;
0064 FIG. 10 illustrates an exemplary remote server for
storinginformation requiredbytheVisuphone, inaccordance
0065 FIG. 11 illustrates presentation of a visual IVR
menu in case of call forwarding, in accordance with an
0066 FIG. 12 illustratesthepresentationofthevisual IVR
menu when a phone connection is associated with a wide
band internet smart modem;
0067 FIG. 13 illustratesthepresentationofthevisual IVR
menu when a telephone connection is establishedthrough an
external telephone service by using a computer,
0068 FIGS. 14A, 14B, and 14C illustrate a Visu-add-on
thatprovides the features and functionality oftheVisuphone:
0069 FIGS. 15A, 15B, 15C,and15Dillustrateaflowchart
diagram forpresentation, selection and update ofvisual IVR
menus, in accordance with an embodiment ofthe invention;
0070 FIG. 16 illustrates exemplary components of a
device for implementing a database construction system, in
(0071 FIGS. 17A, 17B,and 17Cillustrateexemplary com
ponents ofthe database construction system, in accordance
0072 FIG. 18 illustrates a flowchart diagram for creating
a database for visual IVR menus, in accordance with an
0073 FIG. 19 illustrates an exemplary set ofIVR catego
ries;
0074 FIG. 20A illustrates an exemplary information pro
cess stored in a database;
0075 FIG. 20B illustrates an exemplary web form gener
ated for the information process ofFIG. 20A;
0076 FIG. 21 illustrates an exemplary display of repre
sentations ofdestinations on the device, in accordance with
an embodiment ofthe invention;
0077 FIG.22illustratesanexemplaryvisual IVRmenu of
the selected destination with added graphics at a device, in
0078 FIGS. 23A, 23B, and23C illustratea flowchartdia
gram for providing representation of destinations based on
position, inaccordancewith an embodimentoftheinvention;
0079 FIG. 24 illustrates flowchart for presenting adver
tisement along with the visual IVR menu on the device, in
0080 FIG. 25A illustrates an exemplary information pro
cess for an IVR menu stored in records database, in accor
dance with an embodiment ofthe invention;
0081 FIG. 25B illustrates an exemplary web form gener
ated for the information process ofFIG. 25A, in accordance
0082 FIG. 26 illustrates a flowchart for submitting per
Sonal information of a caller by Visuphone, in accordance
0083 FIG. 27illustrates an exemplary representationofa
visual IVR menuassociated with the dialed phone numberof
Jan. 8, 2015
the destination along with a scheduling mode option, in
I0084 FIG. 28 illustrates another exemplary representa
tion ofa visual IVR menu associated with the dialed phone
number of the destination along with a scheduling mode
option, in accordance with an embodiment ofthe invention;
I0085 FIG. 29 illustrates an exemplary display at the
device after Switching to a scheduling mode, in accordance
I0086 FIGS. 30A and 30B illustrates a flowchart for pro
vidingenhancedtelephony by presentinga scheduling mode
optionto thecaller, in accordance withanembodiment ofthe
invention;
I0087 FIGS.31A,31B,31Cand31Dillustratesexemplary
environments where communication device may exchange
one or more messages/data packets for establishing commu
nication session, inaccordancewith various embodiments of
the invention;
I0088 FIG. 32 illustrates an exemplary packet sent from a
devicetoasecondcommunicationdevice, inaccordancewith
I0089 FIG.33 illustrates an exemplary structure ofa first
section of the packet sent to the second communication
device, in accordance with an embodiment ofthe invention;
0090 FIGS. 34A and 34B illustrates a flowchart for com
municating among a plurality ofcommunication devices, in
(0091 FIGS. 35A, 35B, and 35C illustrates an exemplary
communication network where a call is received at a device
froma firstparty device, in accordance with various embodi
ments ofthe invention function;
0092 FIG. 36 illustrates yet another exemplary commu
nication networkin which an IVR is displayed when a call is
receivedatadevice,inaccordancewithan embodimentofthe
invention;
(0093 FIG. 37 illustrates an exemplary visual IVR menu
alongwith oneormorecommunication optionsata device, in
(0094 FIG. 38 illustrates another exemplary visual IVR
menu along with one or more communication options at a
(0095 FIG.39illustratesthepresentationofthevisual IVR
menu when a phone connection is associated with a wide
band internet smart modem;
(0096 FIG. 40 illustrates a flowchart for providing
enhanced telephony when a call is received, in accordance
0097 FIG. 41 illustrates an environment where a device
may be connected to an external device, according to an
0.098 FIG. 42 illustrates exemplary functioning of the
device (portable device) in the environment of FIG. 41, in
0099 FIG.43 illustratesexemplaryfunctioningofthepor
tabledeviceSuchasaSmartphoneconnectedtoalaptopinthe
environmentofFIG. 41, inaccordance withanotherembodi
ment of
table device connected to a large display screen in the envi
ronmentofFIG. 41, in accordance with anotherembodiment
ofthe invention;
tabledeviceSuchastheSmartphoneconnectedtoatelevision

US 2015/0010136A1
screen in the environment of FIG. 41, in accordance with
table device connected to a picture frame in the environment
of FIG. 41, in accordance with another embodiment of the
invention;
0103 FIG.47illustratesexemplaryfunctioningofthepor
table deviceconnected to aGlobal PositioningSystem (GPS)
navigation system in the environment of FIG. 41, in accor
dance with anotherembodiment ofthe invention;
table deviceSuch as the Smartphone connected toaprojector
in the environment of FIG. 41, in accordance with another
0105 FIG. 49 illustrates exemplary display ofan Interac
tive Voice Response (IVR) menu on a large display screen
connected to a portable device Such as the Smart phone, in
0106 FIG. 50 illustrates block diagram of the portable
0107 FIG. 51 illustrates another block diagram of the
portable device, in accordance with an embodiment of the
invention;
0108 FIG. 52 illustrates an environmentwherea portable
device maybe connectedtoa userdevice, inaccordancewith
0109 FIG. 53 illustrates an environmentwherea portable
device maybe connectedtoa userdevice, inaccordancewith
anotherembodiment ofthe invention;
table deviceconnected to a mobilephone in the environment
ofFIG. 52 or FIG. 53, in accordance with an embodiment of
the invention;
table device connected to a mobile phone and a projector in
the environment of FIG. 52 or FIG. 53, in accordance with
0112 FIG.56illustratesanotherexemplary functioningof
the portable device connected to a mobile phone and a large
screen in the environment of FIG. 52 or FIG. 53, in accor
the portable device connected to a mobile phone and a tele
vision in the environment of FIG. 52 or FIG. 53, in accor
table device connected to a mobile phone and a laptop in the
environment of FIG. 52 or FIG. 53, in accordance with
the portable device connected to a picture frame and a wired
telephonein theenvironmentofFIG. 52orFIG. 53, in accor
0116 FIG. 60 illustratesexemplaryfunctioningofthepor
table device connected to a mobile phoneand a GPS naviga
tion system in the environment of FIG. 52 or FIG. 53, in
accordance with another embodiment ofthe invention;
0117 FIG. 61 illustrates anexemplary displayofan Inter
active Voice Response menu (IVR) on a large display Screen
connectedtoaportabledeviceandauserdeviceSuchas Smart
phone, in accordance with an embodiment ofthe invention;
0118 FIG. 62 illustrates a block diagram of portable
device5202,inaccordancewith an embodimentoftheinven
tion;
Jan. 8, 2015
0119 FIG. 63 isa flowchartillustratingthe functioningof
portable device 4102, in accordance with an embodiment of
the invention;
I0120 FIGS.64Aand64Billustratesaflowchartforimple
menting the portable device in the environment of FIG. 52
and FIG. 53, in accordancewith an embodimentoftheinven
tion;
I0121 FIG. 65 illustrates an exemplary functioning of
Visuphone for displaying one or more contact options at a
0.122 FIG. 66 illustrates change ofdisplay at user device
102, whena userselects acontact option, in accordance with
I0123 FIG. 67 illustrates an exemplary functioning of
Visuphone for displaying one or more contact options at a
device, inaccordance withanotherembodimentoftheinven
tion;
0.124 FIG. 68 illustrates change in display at device 102
based onselectionofacontactoption byauserofdevice 102.
in accordance with an embodiment ofthe invention; and
0.125 FIG. 69 illustrates a flow diagram illustrating an
exemplary functioningoftheVisuphonefordisplayingoneor
more contact options at a device, in accordance with an
embodiment ofthe invention.
DETAILED DESCRIPTION OF THE INVENTION
0.126 Illustrative embodiments ofthe invention now will
be described more fully hereinafter with reference to the
accompanyingdrawings, in which Some, but not all embodi
ments ofthe invention are shown. Indeed, the invention may
be embodied in many different forms and should not be
construed as limited to the embodiments set forth herein;
rather,theseembodimentsareprovidedsothatthisdisclosure
willsatisfyapplicablelegal requirements. Likenumbers refer
to like elements throughout.
I0127 FIG. 1A illustrates an exemplary environment
where variousembodimentsoftheinvention may function.A
device 102a can be used by a caller 106 for connecting to
destinations 108a-n. Device 102a can be a telecommunica
tion device that can connect directly to a Public Switched
Telephone Network (PSTN) 110. A person skilled in the art
willappreciate,thatdevice 102a can also connectto aprivate
telephone exchange. Examples of device 102a include, but
not limitedto,a mobilephone, aSmartphone, atelephone, or
any other device capable of Voice or data communication.
Each ofdestinations 108a-n may include one or more Inter
active Voice Response (IVR) menus. Further, each ofdesti
nations 108a-n may haveoneor moreassociatedphone num
bers. When caller 106 dials a phone numberofa destination
and connects to any destination from destinations 108a-n, an
audible IVR menu may be played to caller 106. Each of
destinations 108a-n can have different and more than one
audibleIVR menus. Forexample,IVR menusofbankmaybe
completely different from that ofa hospital. Typically, the
audible IVR menu provided by destinations 108a-n com
prises audible options or instructions. Caller 106 may be
required to select variousoptions from theaudible IVR menu
to obtainthe requiredinformationorresourceorservicefrom
the dialed destination. Various types ofdestinations 108a-n
that implement the audible IVR menu include, for example,
banks, hotels, fast-food outlets, utility services providers,
corporate offices, and so forth.
0128. In an embodiment, device 102a includes a Visu
phone 104thatcan displayavisual IVR menuondevice 102a

US 2015/0010136A1
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
fromthevisualdisplaywithouttherequirementtolisten tothe
audibleinstructions. Further,Visuphone 104 may displayone
or more options based on the dialed destination. Exemplary
audible IVR menu at destination 108a and a corresponding
visual IVR menu are explained in detail in conjunction with
FIGS. 2A and 2B.
0129. Inanembodimentofthe invention,device 102a can
request for updates from a server through a communication
network.Theservermay maintaintheupdatedinformationof
destinationsandtheirassociatedproperties.This mayhappen
in a case when requested information is not available on the
dialed destination. The communication network can include
more than one device. Examples ofthe communication net
work include, but are not limited to, the Network, PSTN,
LocalAreaNetwork(LAN),WideAreaNetwork(WAN),and
so forth.
0130 FIG. 1B illustrates another exemplary environment
where various embodiments ofthe invention may function.
As shown, device 102bcan bea device thatcan be connected
directly to a network 112. Examples ofdevice 102b include,
butare not limitedto,apersonal computer,alaptop,a mobile
phone, a Smart-phone, a fixed line telephone, Voice Over
Internet Protocol (VOIP) phone or other devices capable of
Voiceordatacommunication. Device102b may include vari
ousapplications orcomputerprograms thatenablecaller 106
to use device 102b for connecting to any of destinations
108a-n through PSTN 110 over network 112. For example,
the applications may be VOIP applications, such as but not
limited to, Skype, Magic Jack, Google Talk and so forth. A
gateway 116 can be used to interconnect PSTN 110 and
network112.Network112 mayincludeanywiredorwireless
network. Examples ofnetwork 112 include, but are not lim
ited to, a Local Area Network (LAN), a Wide Area Network
(WAN), a Wi-Fi network, and so forth. As discussed with
reference to FIG. 1A, destinations 108a-n can present the
audible IVR to caller 106. Device 102b includes Visuphone
104b that displays a visual IVR menu on device 102b corre
sponding to theaudible IVR menu based on a phone number
of the destination to be connected. Further, Visuphone 104
may display one or more options for communication on
device 102b.
0131 FIG. 1C illustrates yet another exemplary environ
ment where various embodiments oftheinvention may func
tion. As shown, device 102C can be connected to PSTN 110
through network 112 or through the cellular network 111.
Various service providers provide multiple or overlapping
services to customers. For example, cable television service
provider mayalsoprovidephoneandInternet service, optical
Internet provider may also provide phone or television ser
vices, WiMax service providers that provide phone service,
and so forth. Network 112 may be any service provider that
provides such services, for example, but not limited to, cell
phone services, wireless services, Internet services, cable
television services, or various combinations ofthe above or
other type ofservices. As discussed with reference to FIG.
1A, destinations 108a-n presents the audible IVR to caller
106. Device 102c includes Visuphone 104 that displays a
visualIVRmenu ondevice 102bcorrespondingtotheaudible
IVR menu based on a phone numberofthe destination to be
Jan. 8, 2015
connected. Further, Visuphone 104 may display other com
munication options to caller 106.
0.132. In an embodiment ofthe invention, Visuphone 104
may call the dialed destination based on the predefined call
ing informationautomatically. Inanembodiment,Visuphone
104 may keep on calling to the dialed destination until the
requested information is received. In an embodiment, the
dialed destination may request the information requested by
Visuphone 104 of device 102c (or 102a or 102b), from a
server ofthe communication network. Thereafter, the dialed
destination may send the information received from the
server to Visuphone 104 ofdevice 102c. Further, Visuphone
104 may save and/or display the received information at
device 102C.
0.133 FIG. 2A illustrates an exemplaryaudible IVR menu
222aat destination 108a, in accordance with anembodiment
ofaninvention.Apersonskilledintheartwillappreciatethat
audible IVR menu 222a is an exemplary graphical represen
tation of the audible instructions presented by destination
108a forthesakeofexplanationandis notanactualgraphical
display. Forexplanation, assumingthat destination 108a is a
pizzeriathatprovideshomedelivery andtakesawayservices.
Caller 106 connects to destination 108a by dialing a board
phone number 202a. Subsequently, various options of
audible IVR menu 222a areplayed tocaller 106.The various
options includean option 204a thatplays an audible instruc
tion, “press 2 for pizza order, an option 206a that plays an
audibleinstruction,“press3 fororderstatus’, an option 220a
that plays an audible instruction, “press 0 for main menu'.
Caller 106 can select an option by pressing from device 102,
a button corresponding tothe instructions in theaudible IVR
menu. Subsequently, the selected options are transmitted to
the destination and the menu is advanced if there are any
furtheroptions.Alternatively the display can presentthe next
layer of menu options to give the caller better view ofthe
option domain and allow even fasterinterfacebetween caller
and the IVR.
I0134) 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 forhome delivery”, an option 216a that
plays an audible instruction, “press 2 for take away”. Simi
larly, selection ofoption 206a presents an option 212a that
plays anaudible instruction, “press 1 totalkto an executive'.
I0135). Options 204a, 206a, 208a, 210a, 212a, 214a, and
216a arepart ofa main menu 218.a. Main menu 218a can be
repeated by selecting option 220a by caller 106. Caller 106
may repeatmain menu218a forexample,in caseofa mistake
in selection. 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, that
presents a visual IVR menu 222btocaller 106 corresponding
to audible IVR menu 222a, as explained with reference to
FIG. 2B.
0.136 Further,each ofdestinations 108a-n mayhavemore
than one audio IVR menus. Therefore, different visual IVR
menuscorrespondingtooneormoreaudio IVR menuscanbe
availableforeach ofdestinations 108a-n. Inan embodiment,
device 102 may include morethan one visual IVR menus for
each destination of destinations 108a-n based on the time.
Herein after device 102 collectively refers to device 102a,

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