Systems and methods for visual presentation and selection of IVR menu

(12) United States Patent
Lavian et al.
USO0952.1255B1
US 9,521,255 B1
Dec. 13, 2016
(10) Patent No.:
(45) Date of Patent:
(54) SYSTEMS AND METHODS FOR VISUAL
PRESENTATION AND SELECTION OF VR
MENU
(71) Applicants:Tal Lavian, Sunnyvale, CA (US); Zvi
Or-Bach, San Jose, CA (US)
(72) 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 0 days.
(21) Appl. No.: 14/568,120
(22) Filed: Dec. 12, 2014
Related U.S. Application Data
(63) Continuation ofapplication No. 13/934.248, filed on
Jul. 3, 2013, now Pat. No. 8,929,517.
(51) Int. Cl.
H04M I/64 (2006.01)
H04M 3/493 (2006.01)
(52) U.S. Cl.
CPC .................................... H04M 3/493 (2013.01)
(58) Field of Classification Search
CPC ................ H04M 3/493; H04M 3/5191, H04M
2203/254; H04M 2250/74; H04M
3/42221; H04M 2203/355; H04M
3/4931; H04M 3/5166; H04M 2203/252:
HO4M 1/274575
USPC ................ 379/29.1, 80, 88.01, 88.03, 88.04,
88.13,379/88.17, 88.18, 88.19, 88.23,
88.26, 88.28,379/93.17, 93.25, 93.23,
93.26, 122, 136,379/142.17, 144,08,
167.12, 20104,379/265.01-265.14,
265.09, 201.01, 266.01,379/309, 88.11
See application file for complete search history.
(56) References Cited
U.S. PATENT DOCUMENTS
5,771,276 A 6, 1998 Wolf
5,802,526 A 9, 1998 Fawcett et al.
6,061,433 A 5/2000 Polcyn et al.
6,091,805 A 7/2000 Watson
7,027,990 B2 * 4/2006 Sussman ................. G1OL15,22
340,905
7,813,485 B2 * 10/2010 Yin ................... HO4M 3/42.382
348, 14.04
9,025,737 B2* 5/2015 Li ......................... HO4M 3,493
379.88.01
2003/O115203 A1
2004/O121814 A1
6/2003 Brown et al.
6/2004 Creamer et al.
2004/0218737 A1* 11/2004 Kelly .............. HO4M 3/42391
379.88.18
2004/0240639 A1* 12/2004 Colson ................ HO4M 3,4931
379.88.18
2007/O135101 A1
2008, 0226042 A1
2009 OOO6076 A1
6/2007 Ramati et al.
9/2008 Singh
1/2009 Jindal
2010/0223314 A1* 9,2010 Gadel .................. G11B 27,034
TO9/200
2014/O126.707 A1* 5,2014 Patel ................... HO4M 3,4931
379.88.18
* cited by examiner
Primary Examiner — Akelaw Teshale
(57) ABSTRACT
Embodiments of the invention provide a system for gener
ating an Interactive Voice Response (IVR) database, the
system comprising a processoranda memory coupled to the
processor. The memory comprising a list oftelephone num
bers associated with one or more destinations implementing
IVR menus, wherein the one or more destinations are
groupedbasedon aplurality ofcategories ofthe IVR menus.
Furtherthe memory includes instructions executable by said
processor for automatically communicating with the one of
more destinations, and receiving at least one customization
record from said at least one destination to store in the IVR
database.
20 Claims, 92 Drawing Sheets
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US 9,521,255 B1
1.
SYSTEMIS AND METHODS FOR VISUAL
PRESENTATION AND SELECTION OF VR
MENU
CROSS REFERENCE TO RELATED
APPLICATIONS
This application is a Continuation of U.S. Non-provi
sional application Ser. No. 13/934,248 entitled SYSTEMS
AND METHODS FOR VISUAL PRESENTATION AND
SELECTION OF IVR MENU and filed on Jul. 3, 2013,
which is a Continuation ofU.S. Non-Provisional application
Ser. No. 13/186,984 entitled “SYSTEMS AND METHODS
FOR VISUAL PRESENTATION AND SELECTION OF
IVR MENU and filed on Jul. 20, 2011, now U.S. Pat. No.
8,903,073.
FIELD OF THE INVENTION
The invention relates to InteractiveVoice Response (IVR)
system and more specifically the invention relates to visual
selection of IVR 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. The advent
of Interactive Voice Response (IVR) systems has reduced
operating costs for many types ofbusinesses for providing
services. Generally, the IVR systems allow a user to interact
with an audio or visual response system. The IVR systems
can provide prompts to a userand receivetouch tone and/or
spoken responses on the prompts from the user. Through
such IVR dialogue the system collects sufficient information
about the user to direct the call to the most appropriate
resource, information processing system or the like.
Generally, when the caller calls a destination, such as a
bank, an automated audio IVR menu is played. The audio
IVR menu can contain instructions to provide instant Ser
vices 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 direct the caller to press various
keys on a telephone to connect to a particular department or
agent. The audio IVR menu is designed specific to a
destination. Therefore, each destination or organization may
have different audio IVR menus. Further, the IVR menu in
an organization can be based on the type of departments,
type ofservices, customer care executives or agents and so
forth. For example, an IVR menu of a bank may include
options related to the account details ofthe 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
may be updated or changed regularly. For example, exten
sion numbers inside an organization may be changed and
correspondingly, the extension numbers associated with the
IVR menu may be updated.As a result, a frequentcallermay
not be able to reach a desired end by remembering a
combination of numbers. Furthermore, the dialed destina
tion may not include the information desired by the user. In
Such a case, the user may have to call the destination again
10
15
25
30
35
40
45
50
55
60
65
2
for retrieving the desired information. Therefore, the user
may become frustrated with the IVR systems.
Usually, the IVR menus are same for all the users.
Therefore, thecustomerhas to listen them carefully to select
the appropriate option. The user may have to wait for long
time for receiving information while interacting with the
IVR systems. Moreover, sometimes the requested informa
tion might notbeavailableatthe timewhen theusercalls the
destination. Therefore, the user may have to either wait for
long time or call again later. For example, the user may
desire to talkto a customer care executive ofthe destination,
who is busy at the time ofthe call. Therefore, the call ofthe
user may be put on hold or he may be asked to call later.
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
assigned to International Business Machines Corporation
and a published U.S. patent application Ser. No. 11/957,605,
filed Dec. 17, 2007 and assigned to Motorola Inc., provides
the IVR menu ofthe destination in a visual form to thecaller.
Thecallercan select theoptions from the IVR menu without
listening to the complete audio IVR menu. However, the
IVR menu displayedon thecaller device is storedon an IVR
server at the destination end. As a result, the visual IVR
menu is specific to the destination and only the IVR ofthe
destination dialed is displayed. These techniques therefore,
require each destination to set-up hardware, software and
other facilities to be deployed for providing visual IVR
SWCS.
A U.S. Pat. No. 7,460,652, assigned to AT&T Intellectual
Property I, L.P., discloses techniques for call routing and
communication with a call originator. The call may be
received at an automated call handling system. Thereafter,
the call is evaluated based on a set of business rules and
routed to an interactive voice response unit based on the
evaluation. Further, the interactive Voice response unitauto
matically schedules and sends an email to the originator of
the call. However, the scheduling ofthe email is performed
after establishing a communication with the automated call
handling system. Moreover, the scheduling is performed at
the automated call handling system.
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 the device of the caller. Thereafter, the caller
can respondby selecting options through touch-screen inter
face of the device. Dual Tone Multi frequency (DTMF)
signals of the IVR. However, this technique requires a
specifically configured device to interpret the codes sent as
Dual Tone Multi frequency (DTMF) signals for generating
thegraphics. Moreover,an operatoris requiredto presentthe
graphics to the caller. Furthermore, specialized software and
hardwareare required at the operatorto design and generate
DTMF codes. Therefore, the technique faces various prac
tical limitations.
Generally, the IVR menusoftheorganizations are inform
of audible menu. Moreover, there are a large number of
organizations that use IVR menus. Therefore, convertingthe
audible menus to visual IVR menus can be time consuming.
An existing technique, as disclosed in U.S. Pat. No. 6,920,
425 assigned to Nortel Networks Limited, discloses an
automated Script to convert the audible menus Scripts to
visual IVR menu scripts. However, the audible menus
scripts must be available in a particular format to enable the
conversion. Furthermore, the audio menu scripts must be
available or downloadable for the program to function. As a

US 9,521,255 B1
3
result, only the audio menus Scripts thatare available can be
converted to visual IVR menu scripts. Furthermore, the
device of the caller must be designed or programmed to
understand the visual IVR menu scripts.
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
where an executive from the organization may call. How
ever, this may be time consuming for the customer. More
over, 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, provides 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 of the organization. Moreover, the methods and
systems are limited to the organizations that provide the
required webpage to the customers. Other technologies
include U.S. patent application Ser. No. 11/877,952 filed
Oct. 24, 2007 and 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
Browsing and Search by Min Yin et al. The paper discusses
a setup where visualcontentoftheIVR is sentfrom 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 discussedabovetheexistingtechnologieshave various
limitations. Hence, techniques are desired for providing
enhanced telephony.
SUMMARY
An enhancedtelephonesystem is provided. 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
options for selection. The telephone system comprises
means forcomparing a dialed numberto the phone numbers
in the database; means for displaying a menu based on a
result ofthe comparison; means forenabling selection ofthe
oneormoreoptions from the displayed menu; and means for
establishing a connection with a destination of the dialed
number based on the selection ofthe one or more options.
An enhancedtelephonesystem is provided. 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 for enabling selection ofthe one or more options
from the displayed menu.
Further, a method for providing enhanced telephony is
provided. The method comprising identifying a number
dialed from a telephone system; comparing the dialed num
ber to one or more phone numbers stored in a database,
10
15
25
30
35
40
45
50
55
60
65
4
wherein the database comprises one or more menus corre
sponding 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 of the comparison.
A caller may dial or select a phone number from a device
of a destination. The phone number is detected by a Visu
phone implemented on the device to display a visual IVR
menu corresponding to the audible IVR menu ofthe desti
nation. Visuphone maybe hardware,anapplication stored as
a software or firmware on the device, or a combination
thereof. Visuphone may include a database of visual IVR
menus corresponding to audible IVR menus for various
destinations. Thereafter, the caller may interact with the
visual IVR menu displayed on the device to establish a
connection with the destination. Furthermore, Visuphone
may detect and launch a VOIP application for establishing
the connection. Moreover, Visuphone may provide pre
recorded or computer synthesized audio responses on behalf
of the caller to the destination.
An aspect of the invention is to generate a database of
visual IVR menus. The database generation could be done
by successive calling the IVR and combined with voice
recognition. Calling the IVR systems can be done manually
by operators that will listen to options ofthe IVR and enter
these options into the database. In this manual mode, the
operator will dial IVR numbers from a list and for each of
them will follow all the options in several levels and in each
level, enter the menu entries into the database. This can be
done to many different IVR phone numbers, by one or
multiple operators. The voice menu can be recorded to for
analyzing in a different process or a different time.
Another aspect ofthe invention is to generate a database
ofvisual IVR menus by a computer system. Combination of
hardware and Software that is connected to phone system
and automatically dials the IVR phone numbers, record the
different options ofthe Voice menu, analyze the voice menu
and generate andenter the differententries into the database.
The system will generate the voice tone that simulates the
relevant touchtone ofa phone numberpressed. This process
will be done in several levels until coveringall the entries in
all the levelsofthe specific IVR system. Thisprocess is done
for all 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 could be build
to access IVR using their maintenance port, which is often
connected to the Internet. Accordingly, the system would
access the IVR andonce authorizedby the IVR ownerit will
download theinternal file representing the IVR menu, which
could be called the IVR customization record. The down
loaded 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.
Another aspect of the invention is to provide to a caller
using a device a visual IVR menu corresponding to an
audible IVR menu of a destination.
Another aspect ofthe invention is to enable the caller to
directly interact with the visual IVR menu without listening
to the audible IVR menu of the destination.
Another aspect of the invention is to provide the visual
IVR menu to the caller before establishing a connection of
the device with the destination.
Another aspect of the invention is to provide advertise
ments related to the destination or function ofthe destination
dialed by the caller.

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Yet another aspect ofthe invention is to provide a visual
IVR menu ofa destination according to the location ofthe
communication device of a caller and/or a location of the
dialed destination phone number.
Embodiments ofthe invention provide an enhanced com
munication device. The enhanced communication device
comprises a processor and a memory coupled to the pro
cessor. 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 of a destination,
determining a location code associated with a current loca
tion of the communication device, comparing the dialed
phone number to one or more destination phone numbers
stored in a database, and displaying at least one property
associated with the one or more destination phone numbers
based on the comparison.
Embodiments ofthe invention provide an enhanced com
munication device. The enhanced communication device
comprises a database including one or more destination
phone numbers and at least one property associated with the
destination phone numbers. Further, the enhanced commu
nication device comprises means for identifying a dialed
phone number of a destination, means for determining a
location code associated with a current location of the
communication device, means for comparing the dialed
phone number to one or more destination phone numbers
stored in a database, and means for displaying at least one
property associated with the one or more destination phone
numbers based on the comparison.
Embodiments of the invention provide a method for
providing enhanced telephony. The method includes identi
fying a phone number of a destination dialed from a com
munication device; determining a location code associated
with a current location of the communication device; and
comparing the dialed phone number to one or more desti
nation phone numbers stored in a database. The database
may include at least one property associated with the des
tination phone numbers. Further, the method includes dis
playing the at least one property associated with the one or
more destination phone numbers based on the comparison.
Embodiments of the invention provide an enhanced
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, determining a location code asso
ciated with a current location ofthe device, comparing the
dialed phone number to one or more destination phone
numbers stored in a database, and displaying at least one
property associated with the one or more destination phone
numbers based on the comparison.
Embodiments of the invention provide an enhanced
device. The enhanced device comprises a database including
one or more destination phone numbers and at least one
property associated with the destination phone numbers.
Further, the enhanced device comprises means for identify
ing a dialed phone number of a destination, means for
tion of the device, means for comparing the dialed phone
number to one or more destination phone numbers stored in
a database, and means for displaying at least one property
associated with the one or more destination phone numbers
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providing enhanced telephony. The method includes identi
fying a phone number ofa destination dialed from a device;
tion ofthe device; and comparing the dialed phone number
to one or more destination phone numbers stored in a
database. The database may include at least one property
associated with the destination phone numbers. Further, the
method includes displaying the at least one property asso
ciated with the one or more destination phone numbers
Embodiments ofthe invention provide a device compris
ing a database comprising a plurality of visual IVR menus
associated with a plurality ofdestinations. The device fur
ther 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 a form based on the comparison, wherein the
form comprises one or more data request fields correspond
ing to a visual IVR menu associated with the dialed desti
nation.
Embodiments ofthe invention provide a device compris
ing a processor. Further, the device comprises a memory
comprisinga database. The databasecomprises aplurality of
visual IVR menusassociated with aplurality ofdestinations.
Further, the memory comprises instructions executable by
the processor for dialing a phone number of a 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 corresponding to a visual IVR menu associ
ated with the dialed destination.
Further, a method for providing enhanced telephony is
disclosed. The method comprises dialing, at a device, a
phone number of a destination. The device comprises a
plurality 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 comprises displaying, at
the device, a form based on the comparison, wherein the
nation.
Embodimentsofthe invention providea device forsched
uling a call to 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
tions based on the predefined calling information, wherein
the predefined calling information is selected from a visual
IVR menu associated with the destination; means forreceiv
ing information from the dialed destination based on the
predefined calling information; and means fordisplayingthe
received information.
Embodiments of the invention disclose a method for
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
based on the predefined calling information, wherein the
predefined calling information is selected from a visual IVR
menu associated with the destination. Further, the method
comprises receiving information from the dialed destination
based on the predefined calling information. Furthermore,
the method comprises displaying the received information.
Embodiments ofthe present invention provide a device.
The device comprises a processor. Further, the device com

US 9,521,255 B1
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prises a memory coupled to the processor. The memory
comprises a database comprising at least one IVR menu
associated with at least one IVR system. Further, the
memory comprises instructions executable by the processor
for sending a first section of a data packet to a second
communication device. The first section comprising first
information is sent based on a visual IVR menu associated
with the second communication device. Further, the memory
comprises instructions executable by the processor for
receiving an acknowledgement message from the second
communication device based on the first section ofthe data
packet. Furthermore, the memory includes instructions
executable by the processor for sending a second section of
the data packet to the second communication device based
on the acknowledgement message. The second section com
prises second information.
Embodiments of the present invention provide a method
for communicating among a plurality of communication
devices. The method comprises sending, by a device, a first
section ofa data packet to a second communication device.
The first section comprising first information is sent based
on a visual Interactive Voice Response (IVR) menu associ
ated with at least one IVR system. Further, the method
comprises receiving, at the device, an acknowledgement
message from the second communication device based on
the first section ofthe data packet. Furthermore, the method
comprises sending, by the device, a second section of the
data packet to the second communication device based on
the acknowledgement message. The second section com
prises second information.
establishing a communication session in a communication
network. The method comprises dialing, by a device, a
phone number of a second communication device. The
second communication device comprises an IVR system.
Further, the method comprises detecting, by the device, a
data network. Furthermore, the method comprises sending,
by the device, a first section of a data packet to the dialed
second communication device when the data network is
detected. The first section comprises first information.
Embodiments ofthe invention provide a communication
device comprising a database comprising a plurality 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 a form based on the comparison, wherein the
nation.
A method for providing enhanced telephony is disclosed.
The method comprises dialing, at a communication device,
aphone numberofa destination. The communication device
comprises a plurality ofvisual IVR menus associated with a
plurality of destinations. Further, the method comprises
comparing the dialed phone number with phone numbers
stored in the communication device. Furthermore, the
method comprises displaying, at the communication device,
a form based on the comparison, wherein the form com
prises one or more data request fields corresponding to a
visual IVR menu associated with the dialed destination.
An aspect of the invention is to provide updates to the
visual IVR menus stored in the device.
An aspect of the invention is to provide the visual IVR
menu when the call is forwarded from one destination to
another.
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Another aspect of the present invention is to provide 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.
Another aspect ofthe invention is to enable a user at the
device to interact with the visual IVR menu ofthe calling
first party device without listening to the audible IVR menu
of the first party device.
Yet another aspect ofthe invention is to enable a portable
device or device to connect to an external device with better
display capabilities.
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 the first party device.
Additional aspect ofthe invention is an automatic learn
ing ofcaller choice and uses that for assisting the caller in
his future calls.
BRIEF DESCRIPTION OF THE DRAWINGS
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:
FIG. 1A illustrates an exemplary environment where
various embodiments of the invention may function;
FIG. 1B illustrates anotherexemplary environment where
various embodiments of the invention may function;
FIG. 1C illustrates yet another exemplary environment
where various embodiments ofthe invention may function;
FIG. 2Aillustrates an exemplary audible Interactive Voice
Response (IVR) menu at a destination, in accordance with
an embodiment of the invention;
FIG. 2B illustrates an exemplary visual IVR menu at a
device corresponding to the audible IVR menu of the
destination, in accordance with an embodimentofthe inven
tion;
FIG. 2C illustrate an exemplary visual IVR menu that
display graphics for each option, in accordance with an
embodiment of the invention;
FIG. 2D illustrate an exemplary visual IVR menu that
display tooltip when a curser is hovering an option for more
than certain time without action, in accordance with an
FIGS. 3Aand 3B illustrates exemplary components ofthe
device forimplementinga Visuphone, in accordance with an
FIG. 4 illustrates an exemplary display ofthe visual IVR
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 IVR
menu on the device, in accordance withanotherembodiment
of the 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. 9 illustrates exemplary components of the Visu
phone, in accordance with an embodiment ofthe invention;

US 9,521,255 B1
FIG. 10 illustrates an exemplary remote server forstoring
information required by the Visuphone, in accordance with
FIG. 11 illustrates presentation ofa visual IVR menu in
case ofcall forwarding, in accordance with an embodiment
of the invention;
FIG. 12 illustrates the presentation of the visual IVR
menu when a phone connection is associated with a wide
band internet smart modem;
menu when a telephone connection is establishedthrough an
external telephone service by using a computer;
FIGS. 14A, 14B, and 14C illustrate a Visu-add-on that
provides the features and functionality of the Visuphone;
FIGS. 15A, 15B, 15C and 15D illustrate a flowchart
diagram forpresentation, selection and update ofvisual IVR
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 of the invention;
FIGS. 17A, 17B, and 17C illustrate exemplary compo
nents of the database construction system, in accordance
FIG. 18 illustrates a flowchart diagram for creating a
database for visual IVR menus, in accordance with an
FIG. 19 illustrates an exemplary set of IVR categories:
FIG. 20A illustrates an exemplary information process
stored in a database;
FIG.20B illustrates an exemplary web form generated for
the information process of FIG. 20A:
FIG. 21 illustrates an exemplary display of representa
tions of destinations on the device, in accordance with an
FIG. 22 illustrates an exemplary visual IVR menu ofthe
selected destination with added graphics at a device, in
FIGS. 23A, 23B, and 23C illustrate a flowchart diagram
for providing representation of destinations based on posi
tion, in accordance with an embodiment ofthe invention;
FIG. 24 illustrates flowchart for presenting advertisement
along with the visual IVR menuon the device, in accordance
FIG. 25Aillustrates an exemplary information process for
an IVR menu stored in records database, in accordance with
FIG. 25B illustrates an exemplary web form generated for
the information process of FIG. 25A, in accordance with an
FIG. 26 illustrates a flowchart for submitting personal
information ofa callerby Visuphone, in accordance with an
FIG. 27 illustrates an exemplary representation ofa visual
IVR menu associated with the dialed phone number ofthe
destination along with a scheduling mode option, in accor
dance with an embodiment of the invention;
FIG. 28 illustrates another exemplary representation ofa
visual IVR menu associated with the dialed phone number
of the destination along with a scheduling mode option, in
FIG. 29 illustratesan exemplary display atthe deviceafter
Switching to a scheduling mode, in accordance with an
FIGS. 30A and 30B illustrates a flowchart for providing
enhancedtelephony by presenting a scheduling mode option
to the caller, in accordance with an embodiment of the
invention;
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FIGS. 31A, 31B, 31C and 31D illustrates exemplary
environments where communication device may exchange
one or more messages/data packets for establishing com
munication session, in accordance with various embodi
ments ofthe invention;
FIG.32 illustratesan exemplary packet sent from a device
to a second communication device, in accordance with an
FIG.33 illustrates an exemplary structureofa firstsection
of the packet sent to the second communication device, in
FIGS. 34A and 34B illustrates a flowchart for communi
cating among a plurality of communication devices, in
FIGS. 35A, 35B, and 35C illustrates an exemplary com
munication network where a call is receivedat a device from
a firstparty device, in accordance with various embodiments
of the invention function;
FIG. 36 illustrates yet another exemplary communication
networkin whichan IVR is displayedwhen a call is received
at a device, in accordance with an embodiment of the
invention;
FIG. 37 illustrates an exemplary visual IVR menu along
with one or more communication options at a device, in
FIG. 38 illustrates another exemplary visual IVR menu
along with one or more communication options at a device,
in accordance with an embodiment ofthe invention;
menu when a phone connection is associated with a wide
band internet 'smart modem;
FIG. 40 illustrates a flowchart for providing enhanced
telephony when a call is received, in accordance with an
FIG. 41 illustrates an environment where a device may be
connected to an external device, according to an embodi
ment of the invention;
FIG. 42 illustrates exemplary functioning of the device
(portable device) in the environment of FIG. 41, in accor
dance with an embodiment of the invention;
FIG. 43 illustrates exemplary functioning ofthe portable
device Such as a Smart phone connected to a laptop in the
environmentofFIG. 41, in accordance with anotherembodi
ment of
device connected to a large display Screen in the environ
ment ofFIG. 41, in accordance with another embodiment of
the invention;
device Such as the Smart phone connected to a television
screen in the environment of FIG. 41, in accordance with
another embodiment of the invention;
device connected to a picture frame in the environment of
FIG. 41, in accordance with another embodiment of the
invention;
device connected to a Global Positioning System (GPS)
navigation system in the environment of FIG. 41, in accor
dance with another embodiment ofthe invention;
device such as the Smart phone connected to a projector in
the environment of FIG. 41, in accordance with another
FIG. 49 illustrates exemplary display of an Interactive
Voice Response (IVR) menu on a large display Screen

US 9,521,255 B1
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connected to a portable device Such as the Smart phone, in
FIG. 50 illustrates block diagram ofthe portable device,
FIG. 51 illustrates another block diagram ofthe portable
device, in accordance with an embodiment ofthe invention;
FIG. 52 illustrates an environment where a portable
device may be connected to a user device, in accordance
FIG. 53 illustrates an environment where a portable
device may be connected to a user device, in accordance
with another embodiment of the invention;
device connected to a mobile phone in the environment of
FIG. 52 or FIG. 53, in accordance with an embodiment of
the invention;
FIG.55 illustrates exemplary functioning ofthe portable
device connected to a mobile phone and a projector in the
environment of FIG. 52 or FIG. 53, in accordance with
FIG. 56 illustrates another exemplary functioning of the
portable device connected to a mobile phone and a large
screen in the environment of FIG. 52 or FIG. 53, in
accordance with another embodiment of the invention;
portable device connectedto a mobilephoneand a television
in theenvironmentofFIG. 52 orFIG. 53, in accordance with
device connected to a mobile phone and a laptop in the
environment of FIG. 52 or FIG. 53, in accordance with
portable device connected to a picture frame and a wired
telephone in the environment of FIG. 52 or FIG. 53, in
device connected to a mobile phone and a GPS navigation
system in the environment of FIG. 52 or FIG. 53, in
FIG. 61 illustrates an exemplary display ofan Interactive
Voice Response menu (IVR) on a large display Screen
connected to a portable device and a user device Such as
Smart phone, in accordance with an embodiment of the
invention;
FIG. 62 illustrates a block diagram of portable device
5202, in accordance with an embodiment ofthe invention;
FIG. 63 is a flowchart illustrating the functioning of
portable device 4102, in accordance with an embodiment of
the invention;
FIGS. 64Aand 64B illustrates a flowchart forimplement
ing the portable device in the environment of FIG. 52 and
FIG. 53, in accordance with an embodiment of the inven
tion;
FIG. 65 illustrates an exemplary functioning of Visu
phone fordisplaying one ormorecontactoptions atadevice,
FIG. 66 illustrates change of display at user device 102,
when a user selects a contact option, in accordance with an
FIG. 67 illustrates an exemplary functioning of Visu
phone fordisplaying one ormorecontactoptions atadevice,
in accordance with another embodiment of the invention;
FIG. 68 illustrates change in display at device 102 based
on selection ofa contact option by a user ofdevice 102, in
accordance with an embodiment ofthe invention; and
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FIG. 69 illustrates a flow diagram illustrating an exem
plary functioning of the Visuphone for displaying one or
more contact options at a device, in accordance with an
embodiment of the invention.
5
DETAILED DESCRIPTION OF THE
INVENTION
Illustrative embodiments of the invention now will be
described more fully hereinafter with reference to the
accompanying drawings, in which some,but notall 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, these embodiments are provided so that this disclo
Sure will satisfy applicable legal requirements. Like num
bers refer to like elements throughout.
FIG. 1A illustrates an exemplary environment where
various embodiments of the invention 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
will appreciate, that device 102a can also connect to a
private telephone exchange. Examples of device 102a
include, but not limited to, a mobile phone, a Smartphone,
a telephone, or any other device capable of Voice or data
communication. Each of destinations 108a-n may include
one or more Interactive Voice Response (IVR) menus.
Further, each ofdestinations 108a-n may have one or more
associated phone numbers. When caller 106 dials a phone
number of a destination and connects to any destination
from destinations 108a-n, an audible IVR menu may be
played to caller 106. Each ofdestinations 108a-n can have
different and more than one audible IVR menus. For
example, IVR menus ofbank may be completely different
from that of a hospital. Typically, the audible IVR menu
provided by destinations 108a-n comprises audible options
or instructions. Caller 106 may be required to select various
options from the audible IVR menu to obtain the required
information or resource or service from the dialed destina
tion. Various typesofdestinations 108a-n that implementthe
audible IVR menu include, for example, banks, hotels,
fast-food outlets, utility services providers,corporateoffices,
and so forth.
In an embodiment, device 102a includes a Visuphone 104
that can display a visual IVR menu on device 102a corre
sponding to theaudible IVR menu based on a phone number
of the destination to be connected. Visuphone 104 may be
hardware, an application stored as Software, a firmware on
device 102a, ora combination thereof. Thereafter,caller106
can select the options of the audible IVR menu from the
visual display without the requirement to listen to the
audible instructions. Further, Visuphone 104 may display
one or more options based on the dialed destination. Exem
plary audible IVR menu at destination 108a and a corre
sponding visual IVR menu are explained in detail in con
junction with FIGS. 2A and 2B.
In an embodiment of the invention, device 102a can
request for updates from a server through a communication
network. The server may maintain the updated information
of destinations and their associated properties. This may
happen in a case when requested information is notavailable
on the dialed destination. The communication network can
include more than one device. Examples of the communi
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US 9,521,255 B1
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cation network include, but are not limited to, the Network,
PSTN, Local Area Network (LAN), Wide Area Network
(WAN), and so forth.
FIG. 1B illustrates anotherexemplary environment where
various embodiments of the invention may function. As
shown, device 102b can be a device that can be connected
directly to a network 112. Examples ofdevice 102b include,
but are not limited to, a personal computer, a laptop, a
mobile phone, a Smart-phone, a fixed line telephone, Voice
Over Internet Protocol (VOIP) phone or other devices
capable ofvoice or data communication. Device 102b may
include various applications or computer programs that
enable caller 106 to use device 102b for connecting to any
ofdestinations 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 network 112. Network 112 may include any
wired or wireless network. Examples of network 112
include, but are notlimitedto, a LocalArea Network(LAN),
a WideAreaNetwork(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 104bthatdisplaysa visual IVR menu on
device 102b corresponding to the audible IVR menu based
on a phone number of the destination to be connected.
Further, Visuphone 104 may display oneor more options for
communication on device 102b.
FIG. 1C illustrates yet another exemplary environment
where various embodiments ofthe invention may function.
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. Forexample, cable television service
provider may also provide phone and Internet service,
optical Internet provider may also provide phone or televi
sion services, 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
of the above or other type of services. 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 visual IVR menu on device 102b
corresponding to the audible IVR menu based on a phone
number of the destination to be connected. Further, Visu
phone 104 may display other communication options to
caller 106.
In an embodiment of the invention, Visuphone 104 may
call the dialed destination based on the predefined calling
information automatically. In an embodiment, 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.
FIG. 2A illustrates an exemplary audible IVR menu 222a
atdestination 108a, in accordance with an embodiment ofan
invention. A person skilled in the art will appreciate that
audible IVR menu 222a is an exemplary graphical repre
sentation oftheaudible instructionspresentedby destination
108a for the sake of explanation and is not an actual
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graphical display. Forexplanation,assumingthat destination
108a is a pizzeria that provides home delivery and takes
away services. Caller 106 connects to destination 108a by
dialing a board phone number 202a. 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 for pizza order,an option 206a
that plays an audible instruction, “press 3 for order status',
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 to the instructions
in the audible IVR menu. Subsequently, the selected options
are transmitted to the destination and the menu is advanced
ifthere areany further options. Alternatively thedisplay can
present the next layer of menu options to give the caller
better view of the option domain and allow even faster
interface between caller 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
audible instruction, “press 2 for take away”. Similarly,
selection ofoption 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 216a
are part of a main menu 218.a. Main menu 218a can be
repeated by selecting option 220a by caller 106. Caller 106
may repeat main menu 218a for example, in case of a
mistake in selection. Therefore, caller 106 directly interact
ing with audible IVR menu 222a may be required to listen
to all or various audible options before executing a desired
action. However, the interaction is simplified by Visuphone
104, that presents a visual IVR menu 222b to caller 106
corresponding to audible IVR menu 222a, as explained with
reference to FIG. 2B.
Further, each ofdestinations 108a-n may have more than
one audio IVR menus. Therefore, different visual IVR
menus corresponding to one or more audio IVR menus can
be available for each of destinations 108a-n. In an embodi
ment, device 102 may include more than one visual IVR
menus for each destination of destinations 108a-n based on
the time. Herein after device 102 collectively refers to
device 102a, 102b and 102C. Therefore, different visual IVR
menus corresponding to a destination 108 might be pre
sented to caller 106 depending on the time of dialing to
destination 108.
In an exemplary scenario, in a hotel, the food items in a
daytime menu card may be different from a night menu card.
Accordingly, the options in the visual IVR menu may differ.
Therefore, the visual IVR menus for daytime and night can
be different for the hotel. When caller 106 dials the phone
number ofthe hotel in daytime, a daytime visual IVR menu
can be displayed at device 102a, and if caller 106 calls at
night, a different menu can be displayed at device 102a.
Therefore, a visual IVR menu ofthe hotel displayed at the
calling device fora call made at noon may be different then
the visual IVR menu displayed for another call made at
evening.
FIG. 2B illustrates an exemplary visual IVR menu 222b
corresponding to an audible IVR menu 222a, in accordance
with an embodiment of the invention. Visual IVR menu
222b may be displayed on a screen ofdevice 102b that may
connect to destination 108a through network 112 and PSTN
110. In an embodiment, visual IVR menu 222b can be
displayedbefore a connection is establishedwith destination

Systems and methods for visual presentation and selection of IVR menu

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Systems and methods for visual presentation and selection of IVR menu