Systems and methods for visual presentation and selection of IVR menu

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(56)
US 8,687,777 Bl
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Related U.S. Application Data
a continuation-in-part of application No. 12/719,001,
filed on Mar. 7, 2010, and a continuation-in-part of
application No. 13/022,883, filed on Feb. 8, 2011,
which is a continuation-in-part of application No.
12/699,618, filed on Feb. 3, 2010, application No.
13/276,307, which 1s a continuation-in-part of
application No. 13/022,851, filed on Feb. 8, 2011, now
abandoned, which 1s a continuation-in-part of
application No. 13/276,307, which 1s a
continuation-in-part of application No. 13/022,768,
filed on Feb. 8, 2011, now Pat. No. 8,537,989, which is
filed on Feb. 3, 2010, application No. 13/276,307,
13/022,869, filed on Feb. 8, 2011, now Pat. No.
8,548,135, which 1s a continuation-in-part of
filed on Feb. 8, 2011, now Pat. No. 8,553,859, which is
filed on Feb. 3, 2010, application No. 13/276,307,
13/046,532, filed on Mar. 11, 2011, now Pat. No.
8,548,131, which 1s a continuation-in-part of
filed on May 23, 2011, now Pat. No. 8,572,303, which
1s a continuation-in-part of application No.
application No. 13/159,053, filed on Jun. 13, 2011,
application No. 13/185,027, filed on Jul. 18,2011, now
Pat. No. 8,406,388, which is a continuation-in-part of
filed on Jul. 20, 2011, which is a continuation-in-part
of application No. 12/699,618, filed on Feb. 3, 2010.
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Memory
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Visual Menu Database
308
Other Applications
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306
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312 y
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Detection Module I r904
Search Module I r906
Display Module 104
I Connection Module r908
I Voice Module r910
I Advertisement Module r912
I Update Module r914
I Customization Module r916
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102
1 004 )I Remote Repository
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Computer
Network
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FIG. 10
menu
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108a
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Audible IVR
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U.S. Patent Apr.l, 2014 Sheet 23 of 110 US 8,687,777 Bl
1504
(~_Sta,..--rt _)
Detect phone number of a destination dialed from a device
Search for IVR information in visual menu database on the
device
1506
1518
in visual menu
database?
1522
1508
1510
Update the visual menu database from
remote repository
Display the visual menu and associated
information
Detect input from caller on the visual menu
FIG. 15A
Yes

U.S. Patent Apr.l, 2014 Sheet 24 of 110
1512
Connect to the destination based on
inputs from the caller
1516 .._....------------'"-------------,
Maintain the connection till caller or
destination disconnects
Stop
FIG. 158
US 8,687,777 Bl

Any menu selection
detected on the
device?
1526 Provide the dialed number as a
destination to remote repository
1528 Update the remote repository
Stop
FIG. 15C
US 8,687,777 Bl

Device
Memory
Database Construction II System
1606
1604 _;I -- I
Records Database I I
1608 ' '
I
Processor
'' 1610
1612_!
Network Interface
1602
I 1618 J Destination
~
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1616
I I I
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1722 Targets List Module I__. '
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FIG. 178
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Start
I
1802a ""'.._ Dial, a phone number of a destination, by a
computer system
;1
1804a ._ Record voice options of a voice menu of the
dialed destination
I
1806a Analyze the voice menu
'II
1808a .... Enter multiple entries of the voice menu into a
database
l!
1810a ._ Generate a visual menu for different entries of
the voice menu
V
1812a '-- Repeat the process for all entries at each level
of the voice menu
I
Stop
FIG. 18A

U.S. Patent
1802b _
1804b
1806b _
No
181Gb'-
1812b _
Apr.1, 2014 Sheet 31 of 110
Start
Connect to a destination
Analyze a first level of the audible IVR
menu
Store the information regarding the
audible IVR menu in a database
Are there any submenus
in the
audible IVR menu?
Analyze the sub-menus
Store the information regarding the
sub-menus in the database
Stop
FIG. 188
US 8,687,777 Bl
Yes

Category A
---7>
1904
Category B
---7>
1906
IVR -
Categories
Category C
---7>
1908
Category D
---7>
1910
/ Dial Tone Selection
Starting Questions
/ and
Dial Tone Selection
Personal Information
' and ~
Dial Tone Selection
Dial Tone Selection
' and/or
/ Natural Language Selection
FIG. 19
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2002 ~~--R_e_c_or_d_D_a_t_ab,.-a_s_e_c_o_n_te_n_t_~]
"1/
2004a J Please enter invoice number
~
2006a J Please enter the payment amount
~
2008a __/
Please choose your payment card:
Press 1 for VISA or 2 for MasterCard
~
2010a __/
Please say or enter your
Credit Card number
l
2012a ~
Please enter your Credit Card
expiry date
FIG.20A

Payment Form for ABC
r------------------------------------------------- 1 I : Please enter invoice number: I
I
I
2004b f! I I
t ________________________________________________ J
,------------------------------------------------- 1 I
I Please enter the payment amount :
I
2006b /: I
~------------------------------------------------~
I~ ------------------------------------------------,I i Please choose your payment card:
2008b / ~ VISA 0 MasterCard I
L------------------------------------------------J
,------------------------------------------------- 1 I
: Please enter your Credit Card number I
I ;i 2010b : 1
'------------------------------------------------~
I
2012b ;: I
~------------------------------------------------J
2016
FIG.20B
2014

~
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Property 1 Property 1 > 'e
Property 2 Property 2 :-:
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Device .---------------------------------------------------------------1
102a _,.I :
I
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:2210 I
I
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'
2206
Veg
lf1
Pizza Order
2
Board
number
1
2212
Non-Veg
';tK2
2204
2208
I
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• 3
I ' ' '
Talk to I
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~----------y------------- ~ ~----------------------------------- _:
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Start
I
2302a ... Identify phone number of a destination dialed from a
device
I
2304a ... Determine a location code associated with current location
of the device
I
2306a .._
Compare the dialed phone number with one or more
destination phone numbers stored in a database
I
2308a ..
Display at least one property associated with one or more
destination phone numbers based on the comparison
v
Stop
FIG. 23A

U.S. Patent
2302b
2304b
2306b..
2308b
2312b
Apr.l, 2014 Sheet 38 of 110 US 8,687,777 Bl
Start
Identify phone number of a destination dialed from a
device
Determine a location code associated with current location
of the device
Determine a business category associated with dialed
phone number
Search for destination phone numbers matching the
business category of the dialed phone number stored on a
database
Are one or more
destination
phone numbers
available?
Search for at least one destination phone number from the
destination phone numbers based on location code
FIG. 238

2328b
2330b'- Receive updates from the server
2332b Store updates in the database
on the device
FIG. 23C
US 8,687,777 Bl

U.S. Patent
2314b
2316b
2318b
2320b
2322
2324b
Apr.l, 2014 Sheet 40 of 110
Is at least one
destination
phone number
available?
Yes
Display the at least one destination
phone number and associated
properties
Select a destination phone number ,
Display a visual IVR menu of the
selected destination
Select an option from the visual IVR
menu
Connect to the selected option of the
destination
Stop
FIG. 230
No
US 8,687,777 Bl
Display a visual IVR
menu of the dialed
destination phone
number

U.S. Patent
2402
2404
2406
Apr.1, 2014 Sheet 41 of 110 US 8,687,777 Bl
Identify a number of destination dialed by a caller of the
device
Search for an advertisement associated with the number in
a database
2410
Display the advertisement on the device
2408
Is a selection of
advertisement
by the caller
detected?
Yes
Dial a telephone number corresponding to the
advertisement
(~_stop_)
FIG. 24
No

U.S. Patent
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U.S. Patent
2602a
2604a..
Apr.l, 2014 Sheet 44 of 110 US 8,687,777 Bl
Start

Dial, at a device, a phone number of a destination
/
Compare, the dialed phone number with one or more
phone numbers of destinations stored in the device
/
Display, at the device, a form including one or more data
request fields based on the comparison
I
Stop
FIG. 26A

Start
2602b Dial a phone number of a destination
l!
2604b "'__
Display a visual IVR menu corresponding to the dialed
number on caller device
'V 2606b
Select an option from the displayed visual IVR menu

2608b -....._ Display a form indicating the information required by the
IVR of the destination
~
2610b-....._ Fill the information in the displayed form
V
2612b-....._ Establish a connection between the destination and the
caller device
It
Stop
FIG. 268

102
/
2700
Device
------------------------------------------------------------------------------~
Board
number
1
2704
2708
Pizza Order rder Statu
270
Veg
271 tJ1
Home
271efl Delivery
Q1
2
212
Non-Veg ';K2
tl 3
2714
Talk to
Executive
' 1
Take Away I r 2718
.1 2 .J
FIG.27
;-2720
Scheduling
Mode
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102
1~ ----- -- -- -- --
2806
Personal
Banking
2
Device
1 B--oa-r-d --I- 1- -2--8-0-4- -- ----------- - -- __ _
number ~~ ~~, I
1 '
2808
NRI Banking
3 (2802
2826
2810
Accounts
1
Deposits
2
Money
Transfer 1
Investment
2
I
Saving A/C
1
CreditA/C
2
Check Talk to
2812 - 2824
Talk to
Executive 9
2828
2720
Scheduling
Mode
: 2822 I
I I ______________________________________________________________________________ _
FIG.28
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1¢
Sun Mon
5 6
12 13
102 19 20
26 27
/ I
HH -1} I
2900
Device
2904
March 2011 c)
Tue Wed Thu Fri Sat
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Start

3002a . Dial, from a device, a phone number of a destination based
on predefined calling information

3004a . Receiving information from the dialed destination based on
the predefined calling information

3006a Display the received information at the device
Stop
FIG. 30A

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3106
Caller
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Device
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lu Visuphone uuuuuuj
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3100
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FIG. 31C
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Packet Version Traffic Class
3302 3304
Payload Length Next Header
3308 3310
Source Address
3314
Destination Address
3316
3202a
FIG.33
Flow Label
3306
Hop Limit
3312
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U.S. Patent
3402a...
3404a ..
Start
Send, by a first communication device, a first
section of a data packet to a second
communication device
I
Receive, at the first communication device, an
acknowledgement message from the second
US 8,687,777 Bl
3406a .. Send, by the first communication device, a second
section of the data packet to the second

Stop
FIG. 34A

U.S. Patent
3402b__
3404b
3406b_
Start
1
Dial, by a device, a phone number of a second
/
Detect a data network at the device
US 8,687,777 Bl
Send a first section of a data packet to the second
communication device when the data network is
detected
I
Stop
FIG. 348

U.S. Patent
3402c
3408c
Start
Search, at a first communication device, for a
data network
US 8,687,777 Bl
Yes
a first section of a packet
to the second communication
device as Dual-Tone Multifrequency
signals
Send a first section of the packet comprising first
information to the second communication device
3410c
Is Visuphone
available at second
communication
device?
Yes
FIG. 34C

U.S. Patent
3412c
3414c
Apr.1, 2014 Sheet 61 of 110 US 8,687,777 Bl
Receive an acknowledgement message based
on the first section from the second
Send a second section of the packet comprising
second information based on the
acknowledgement message to the second
Stop
FIG. 340

3508a

First party
device
3508b

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device
3508c
3508n
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•• •
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device
PSTN
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3508b
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3508c
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3512
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FIG. 358
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3508b

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3602
Third party
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FIG. 36
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3502
:•- --------------------- ---------I- --B--o-a-;~D -e-v-~1-.c ~-e3 7 o 4 -------------------------
number -----:
_fl Pizza Order
3706 ~ 2
Veg Non-Veg
3710 #1 )}::2
1
3712
3708
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3714
Talk to
Executive
' 1
l Home ! 3716 Delivery Take Away 1 3718
;3720a!
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v3702
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3502fll
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_________________________________________D__e_v_ic_e_ ________________________________ )(_~~-~~-----,
Board If 3804
number
1
3806 3808
Personal
Banking
2
NRI Banking
3
Accounts
38101 ..... 1 I
Deposits
2
Money
Transfer 1
Saving A/C
1
Check
Balance 1
3818
CreditA/C
2
Talk to
executive 2
3820
3812
Report lost
card 1
3822
3824
3826
Investment
2
Talk to
Executive 9
3828
f3720a
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) 3720b
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•
• I
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Communication
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l---------------------------------------------------------------------------------------------1
FIG. 38
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3514
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3906
Modem
FIG. 39
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Start
4002 Receive, at a device, a call from a phone
number of a first party device
4004 Compare the phone number of the first party
4006
4008
4010
4012
device with the phone numbers stored in the
device
Display the visual IVR menu
Display one or more communication options
Enable a user to select a communication option
Establish a communication session based on
the selection
Stop
FIG. 40

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5004
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5002
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Memory
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1010
FIG. 50
5012
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5004
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Large Display Screen
----------------------------------------------------, I I
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number
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2
Non-Veg
2
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Order Status
3
Talk to
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6302 Search, at a portable device, for an external
6306
6308
device
external device
detected?
Yes
No
Connect to the detected external device
Display contents of display of the portable
device on a screen of the external device
FIG. 63
US 8,687,777 Bl

Start
6402 Search, at a portable device, for a user device
No
6406 Establish a connection between the portable
device and the detected user device
6408 Search, at the portable device, for an external
device
No
FIG. 64A

A
6412 ._ Establish a connection between the portable
device and the detected external device
/
6414 ._ Display contents of display of the user device
on a screen of the external device
I
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FIG. 648

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102
~---------------------------------------~-~~~~~------------
: Board
6704 i
Number Vi 6702
1 I
6710
.!!
Pizza Order
6706 A 2
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t)1 ';#:2
6712
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Talk to
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: 6771.! Delivery Take Away I ~ 6718
:____ _______Q___ ___1_ _________J__ ____2_ ________________________ j
FIG.67
f 6720a
Contact
Option
f 6720b
Contact
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•
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Device
------------------------------------------------------------
XYZ Airlines 6904
Board Number f V 6902
1
Booking
2
Status
Inquiry
3
Enter
Other
Inquiry
4
6916
6910
Enter Talk to Airline
InBfooromkaintigo n Exec2u tive Inform1a tion
Talk to
Executive
1 2
L------------------------------------------------------------
FIG. 69
f 6920a
XYZ Domestic
Airline Contact
Option
f 6920b
XYZ International
Airline Contact
Option
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00
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102
'
Booking
2
7012
Enter Bookin91
Information
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Device
7004
XYZ Domestic
Airlines Number
1
7008
Status Inquiry
3
7010
Other Inquiry
4
7014 7016 7018
Talk to
Executive
2
Enter Airline
Information
1
Talk to
Executive
2
if 7002
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Start
I
7102 ""'.._ Dial, at a device, a phone number of a
destination
'I
7104 .... Display the visual IVR menu associated with the
dialed phone number
I
7106 Display one or more contact options
'V
7108 Select at least one contact option
'V
7111 ... Change the display of the visual IVR menu
based on the selection of the contact option
'I
Stop
FIG. 71

Start
/
7202 "'""- Collaborate with an IVR maker
II
7204 Take permission from an IVR owner
II
7206 ._ Connect to the IVR system of the IVR owner by
using a maintenance port
'II
7208 Access an IVR system of the IVR owner
I
7210 .. Download an IVR customization record from
the IVR owner's database
,[;
7212 '-. Generate a visual menu corresponding to the
IVR customization record
II
Stop
FIG. 72

~ 7512 00
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Advertisement Server I ~
~
~
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Advertisement I I = ~
Database
7514
I > 'e
)7502 :.-.:. . ~
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>II I Caller I< Visuphone ation Destination
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0
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-....l
-....l = """"'

7502
Device (Smart phone)
---·················-····-············-·····----~ 7604
"New product PQR
launched by XYZ
company, Try it you I ,. 7606
will surely love to use it
again and again"
FIG.76
7602
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7802
Dial, at a device, a phone number of a destination
i;
7804 .. Generate a new digital signature for a visual IVR menu of
the dialed destination
7806 .. Compare the generated digital signature with a stored
digital signature corresponding to the visual IVR menu
7808 1.__ Update a database at the device based on the comparison
II
Stop
FIG. 78

US 8,687,777 Bl
1
SYSTEMS AND METHODS FOR VISUAL
PRESENTATION AND SELECTION OF IVR
MENU
2
terns and methods for visual presentation and selection of
IVR menu' and filed on Feb. 3, 2010.
This application is a Continuation-In-Part (CIP) of U.S.
Non-Provisional application Ser. No. 13/159,053 entitled
CROSS REFERENCE TO RELATED
APPLICATIONS
'Systems and methods for visual presentation and selection of
5 'Systems and methods for visual presentation and selection of
IVR menu' and filed on Jun. 13, 2011, which is a Continuation-
In-Part (CIP) of U.S. Non-Provisional application Ser.
No. 12/699,618 entitled 'Systems and methods for visual
presentation and selection ofiVR menu' and filed on Feb. 3,
10 2010.
'Systems and methods for visual presentation and selection of 15
IVR menu' and filed on Jul. 18, 2011, which is a Continuation-
2010.
IVR menu' and filed on Mar. 7, 2010.
20 Non-Provisional application Ser. No. 13/186,984 entitled
IVR menu' and filed on Jul. 20, 2011, which is a Continuation-
IVRmenu'andfiledonFeb. 8, 2011, which is a ContinuationIn-
Part (CIP) of U.S. Non-Provisional application Ser. No. 25
12/699,618 entitled 'Systems and methods for visual presentation
and selection ofiVR menu' and filed on Feb. 3, 2010.
'Device and method for providing enhanced telephony' and 30
filed on Feb. 8, 2011, which is a Continuation-In-Part (CIP) of
U.S. Non-Provisional application Ser. No. 12/699,618
entitled 'Systems and methods for visual presentation and
selection ofiVR menu' and filed on Feb. 3, 2010.
This application is a Continuation-In-Part (CIP) of U.S. 35
'Device and method for providing enhanced telephony' and
entitled 'Systems and methods for visual presentation and 40
selection ofiVR menu' and filed on Feb. 3, 2010.
IVRmenu'andfiledonFeb. 8, 2011, which is a Continuation- 45
In-Part (CIP) of U.S. Non-Provisional application Ser. No.
2010.
FIELD OF THE INVENTION
The invention relates to Interactive Voice 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 of businesses 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 user and receive touch 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 services
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.
Non-Provisional application Ser. No. 13/022,909 entitled 50
'Device and method for providing enhanced telephony' and
entitled 'Systems and methods for visual presentation and
selection ofiVR menu' and filed on Feb. 3, 2010. 55 The audio IVR menu is designed specific to a destination.
'Systems and methods for communicating with an interactive
voice' and filed on Mar. 11, 2011, which is a ContinuationIn-
Part (CIP) of U.S. Non-Provisional application Ser. No. 60
'Portable universal communication device' and filed on May 65
23,2011, which is a Continuation-In-Part (CIP) ofU.S. NonProvisional
application Ser. No. 12/699,618 entitled 'Sys-
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 of services,
customer care executives or agents and so forth. For example,
an IVR menu of a bank may include options related to the
account details of the caller, while an IVR menu of a pizzeria
may contain options to order or select a pizza.
Typically, the caller calling the destination may have to
listen and follow instructions on the menu to get a desired
response or a function performed. Therefore, the process can
be time consuming. Moreover, in case the caller provides an
incorrect input, the complete process may have to be

US 8,687,777 Bl
3
repeated. Furthermore, the IVR menu for an organization
may be updated or changed regularly. For example, extension
numbers inside an organization may be changed and correspondingly,
the extension numbers associated with the IVR
menu may be updated. As a result, a frequent caller may not
be able to reach a desired end by remembering a combination
of numbers. Furthermore, the dialed destination may not
include the information desired by the user. In such a case, the
user may have to call the destination again 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,
the customer has 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 information might
not be available at the time when the user calls the destination.
Therefore, the user may have to either wait for long time or
call again later. For example, the user may desire to talk to a
customer care executive of the destination, who is busy at the
time of the call. Therefore, the call of the 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
IVRmenu of the destination ina visual form to the caller. The
caller can select the options from the IVR menu without
listening to the complete audio IVR menu. However, the IVR
menu displayed on the caller device is stored on an IVR server
at the destination end. As a result, the visual IVR menu is
specific to the destination and only the IVR of the 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 servers.
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 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 handling
system. Moreover, the scheduling is performed at the
automated call handling system.
4
An existing technique, as disclosed in U.S. Pat. No. 6,920,425
assigned to Norte! 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 result, only the audio menus
scripts that are available can be converted to visual IVR menu
scripts. Furthermore, the device of the caller must be designed
10 or progrmed 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.
15 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. However,
this may be time consuming for the customer. Moreover, the
customer may be not being able to talk to another executive
20 during the call in case the on-line executive is not able to
satisfy the customer. U.S. patent application 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
25 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.
30 patent application Ser. No. 11/877,952 filed Oct. 24, 2007 and
assigned to International Business Machine Corporation.
The effectiveness of providing the IVR in visual form is
discussed in a technical paper titled, 'The Benefits of Augmenting
Telephone Voice Menu Navigation with Visual
35 Browsing and Search' by Min Yin eta!. The paper discusses a
setup where visual content of the IVR is sent from a service
provider to a computer connected to a mobile phone. However,
the technique discussed in the paper is limited to the
visual content provided by the service provider's end, after
40 the connection is established. Moreover, the providers are
required to individually set up the hardware and services for
providing visual content.
As discussed above the existing technologies have various
limitations. Hence, techniques are desired for providing
45 enhanced telephony.
SUMMARY
Another existing technique as disclosed in U.S. Pat. No. 50
6,560,320 assigned to International Business Machines Corporation
enables an operator of the IVR to send customized
signals to the caller for generating and displaying graphical
elements on the device of the caller. Thereafter, the caller can
respond by selecting options through touch-screen interface 55
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 the graphics. Moreover,
an operator is required to present the graphics to the 60
caller. Furthermore, specialized software and hardware are
required at the operator to design and generate DTMF codes.
Therefore, the technique faces various practical limitations.
Embodiments of the present invention provide a system for
enhancing user interaction with a plurality of destinations
comprising one or more Interactive Voice Response (IVR)
menus. The system includes a processor and a memory
coupled to the processor. The memory includes a database
comprising a list of telephone numbers associated with the
plurality of destinations. Further, the memory includes
instructions executable by the processor for automatically
selecting at least one visual IVR menu from said database and
displaying said at least one visual IVR menu to a user. The at
least one visual IVR menu is associated with a telephone
number dialed by the user from the list of telephone numbers.
Further the at least one visual IVR menu includes at least one
ICOn.
enhancing user interaction with a plurality of destinations
menus. The system includes a processor and a memory
coupled to the processor. The memory includes a database
Generally, the IVR menus of the organizations are in form
of audible menu. Moreover, there are a large number of orga- 65
nizations that use IVR menus. Therefore, converting the
audible menus to visual IVR menus can be time consuming.

US 8,687,777 Bl
5 6
least two records have the same business category. Also, the
database includes a standard menu for the same business
category.
comprising a list of telephone numbers associated with the
plurality of destinations. Further, the memory includes
instructions executable by the processor for automatically
selecting at least one visual IVR menu from the database and
displaying the at least one visual IVR menu to a user. The
visual IVR menu is associated with a telephone number
dialed by the user from the list of telephone numbers. Furthermore,
the database includes at least two records associated
with at least two distinct destinations. Each of the at least
two records includes a business category field, and each of the
at least two records have the same business category. Additionally,
the database includes a standard menu for said same
business category.
Embodiments of the present invention provide a method
for enhancing user interaction with a plurality of destinations
comprising Interactive Voice Response (IVR) menus. The
method includes selecting automatically at least one visual
IVR menu from a database at a device. The database includes
a list of telephone numbers associated with the plurality of
10 destinations. Further, the method includes displaying said at
least one visual IVR menu to a user, wherein said at least one
dialed by the user from a list of telephone numbers. Further-
Here, the database includes at least one record based on
personal information of the user that may be filled in a form
displayed, to the user, by the system.
In an aspect of the invention, a system selects and displays
at least one advertisement along with a visual IVR menu. The
15 more, the method includes selecting and displaying at least
one advertisement. The at least one advertisement is selected
based on at least one category associated with said at least one
visual IVR menu.
at least one advertisement may be selected and display based 20
on a category of the visual IVR menu. Further, the visual IVR
menu and the advertisement are displayed based on the time
of dialing of the telephone number by a user.
enhancing user interaction with a plurality of destinations 25
comprising Interactive Voice Response (IVR) menus. The
system includes a processor and a memory coupled to the
processor. The memory includes a database comprising a list
of telephone numbers associated with the plurality of destinations.
Further, the memory includes instructions executable 30
by the processor for automatically selecting at least one visual
IVR menu from the database and displaying the at least one
visual IVR menu to a user. The at least one visual IVR menu
In an aspect of the invention a call to a destination is
scheduled based on predefined calling information. At least
one visual IVR menu associated with each of the plurality of
destinations may be stored in a database. A phone number of
a destination from a plurality of destinations may be dialed
based on predefined calling information. The predefined call-ing
information is selected from a visual IVR menu associated
with the destination. Further, information from the dialed
destination may be received based on the predefined calling
information. The received information may further be displayed.
Advantageously, the invention provides to a caller a visual
IVR menu corresponding to an audible IVR menu of a destination.
This may enable the caller to directly interact with the
visual IVR menu without listening to the audible IVR menu
is associated with a telephone number dialed by the user from of the destination. Further, the visual IVR menu is displayed
the list of telephone numbers. Further, the memory includes
instructions executable by the processor for selecting and
displaying at least one advertisement. The at least one advertisement
is selected based on at least one category associated
with the at least one visual IVR menu.
35 based on the time of dialing a phone number, corresponding
to the destination, by the caller. Furthermore, the visual IVR
menu of the destination may be provided according to the
location of a communication device of a caller and/or a location
of the dialed destination phone number. This may pro-
In an aspect of the invention, a telephone number may be
dialed through a portable device and at least one IVR menu,
corresponding to the dialed telephone number, may be displayed
through an external device.
Embodiments of the present invention provide a method
menus. The method includes selecting at least one visual IVR
menu from a database at a device automatically. The database
includes a list of telephone numbers associated with a plural-
40 vide the visual IVR menu(s) of one or more destinations
having location near to the location of the communication
device of the caller. Additionally, the invention provides a
standard visual IVR menu corresponding to a business category
associated with the destination. The standard menu
45 may be common for at least two destinations corresponding to
the business category.
ity of destinations. The method further includes displaying 50
the at least one visual IVR menu to a user. The at least one
dialed by the user from the list of telephone numbers. Further
the at least one visual IVR menu includes at least one icon.
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. lA illustrates an exemplary enviroument where various
embodiments of the invention may function;
FIG. lB illustrates another exemplary environment where
various embodiments of the invention may function;
FIG. lC illustrates yet another exemplary environment
where various embodiments of the invention may function;
FIG. 2A illustrates an exemplary audible Interactive Voice
60 Response (IVR) menu at a destination, in accordance with an
embodiment of the invention;
Embodiments of the present invention provide a method 55
menus. The method includes selecting at least one visual IVR
menu from a database at a device automatically. The database
includes a list of telephone numbers associated with the plurality
of destinations. Further, the method includes displaying
the at least one visual IVR menu to a user. The visual IVR
menu is associated with a telephone number dialed by the user
from the list of telephone numbers. Further, the database
includes at least two records associated with at least two 65
distinct destinations. Furthermore, each of the at least two
records includes a business category field, and each of said at
FIG. 2B illustrates an exemplary visual IVR menu at a
device corresponding to the audible IVR menu of the destination,
in accordance with an embodiment of the invention;
FIG. 2C illustrates an exemplary visual IVR menu that
displays graphics for each option of an IVR menu, in accordance
with an embodiment of the invention;

US 8,687,777 Bl
7
FIG. 2D illustrates an exemplary visual IVR menu that
displays tooltip when a curser is hovering over an option for
more than a certain time without action, in accordance with an
FIGS. 3A and 3B illustrate exemplary components of the
device for implementing a Visuphone, in accordance with an
FIG. 4 illustrates an exemplary display of the visual IVR
menu on the device, in accordance with an embodiment of the
invention;
FIG. 5 illustrates exemplary components of the device for
implementing the Visuphone, in accordance with another
FIG. 6 illustrates an exemplary display of the visual IVR
menu on the device, in accordance with another embodiment
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 of the invention;
FIG. 8 illustrates an exemplary software architecture of
Visuphone, in accordance with an embodiment of the invention;
FIG. 9 illustrates an exemplary components of the Visuphone,
FIG. 10 illustrates an exemplary remote server for storing
information required by the Visuphone, in accordance with an
10
8
FIG. 23A illustrates a flow diagram for providing representation
of destinations based on position, in accordance
FIGS. 23B, 23C, and 23D illustrate a flow diagram for
providing representation of destinations based on position, in
accordance with another embodiment of the invention;
FIG. 24 illustrates flowchart for presenting advertisement
along with the visual IVR menu on the device, in accordance
FIG. 25A illustrates an exemplary information process for
an IVR menu stored in records database, in accordance with
an embodiment of the invention;
FIG. 25B illustrates an exemplary web form generated for
the information process of FIG. 25A, in accordance with an
15 embodiment of the invention;
FIG. 26A illustrates a flowchart for submitting personal
information of a caller by Visuphone, in accordance with an
FIG. 26B illustrates a flowchart for submitting personal
20 information of a caller by Visuphone, in accordance with
another embodiment of the invention;
FIG. 27 illustrates an exemplary representation of a visual
IVR menu associated with the dialed phone number of the
destination along with a scheduling mode option, in accor-
25 dance with an embodiment of the invention;
FIG. 11 illustrates presentation of a visual IVR menu in
case of call forwarding, in accordance with an embodiment of 30
the invention;
FIG. 28 illustrates another exemplary representation of a
visual IVR menu associated with the dialed phone number of
the destination along with a scheduling mode option, in
FIG. 29 illustrates an exemplary display at the device after
switching to a scheduling mode, in accordance with an
FIG. 12 illustrates the presentation of the visual IVR menu
when a phone connection is associated with a wide band
internet 'smart' modem;
when a telephone connection is established through an external
telephone service by using a computer;
FIG. 30A illustrates a flowchart for providing enhanced
telephony by presenting a scheduling mode option to the
35 caller, in accordance with an embodiment of the invention;
FIGS. 14A-G illustrate a Visu-add-on that provides features
and functionality of the Visuphone;
FIGS. 15A, 15B, and 15C illustrate a flow diagram for
presenting, selecting and updating visual IVR menus, in
40
FIG. 16 illustrates exemplary components of a device for
implementing a database construction system, in accordance 45
FIGS.17 A, 17B, and 17C illustrate exemplary components
of the database construction system, in accordance with an
FIG. 18A illustrates a flow diagram for creating a database so
for visual IVR menus, in accordance with an embodiment of
the invention;
FIGS. 30B and 30C illustrate a flowchart for providing
enhanced telephony by presenting a scheduling mode option
to the caller, in accordance with another embodiment of the
invention;
FIGS. 31A, 31B, 31C and 31D illustrate exemplary environments
where communication device may exchange one or
more messages/data packets for establishing communication
session, in accordance with various embodiments of the
invention;
FIG. 32 illustrates an exemplary packet sent from a device
to a second communication device, in accordance with an
FIG. 33 illustrates an exemplary structure of a first section
of the packet sent to the second communication device, in
FIG. 34A illustrates a flowchart for establishing communication
among a plurality of communication devices, in
FIG. 18B illustrates a flow diagram for creating a database accordance with an embodiment of the invention;
for visual IVR menus, in accordance with another embodiment
of the invention;
FIG. 19 illustrates an exemplary set ofiVR categories;
FIG. 20A illustrates an exemplary information process
stored in a database, in accordance with an embodiment of the
invention;
FIG. 34B illustrates a flowchart for establishing commu-
55 nication among a plurality of communication devices, in
FIGS. 34C and 34D illustrate a flowchart for communicating
among a plurality of communication devices, in accordance
with yet another embodiment of the invention;
FIG. 20B illustrates an exemplary web form generated for 60
the information process of FIG. 20A;
FIG. 21 illustrates an exemplary display of representations
of destinations on the device, in accordance with an embodiment
of the invention;
FIG. 22 illustrates an exemplary visual IVR menu of the 65
selected destination with added graphics at a device, in accordance
FIGS. 35A, 35B, and 35C illustrate an exemplary communication
network where a call is received at a device from a
first party device, in accordance with various embodiments of
the invention function;
FIG. 36 illustrates yet another exemplary communication
network in which an IVR is displayed when a call is received
at a device, in accordance with an embodiment of the inven-tion;

US 8,687,777 Bl
9
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
internet 'smart' modem;
FIG. 40 illustrates a flowchart for providing enhanced tele- 10
phony when a call is received, in accordance with an embodiment
of the invention;
FIG. 41 illustrates an environment where a device may be
connected to an external device, according to an embodiment 15
of the invention;
FIG. 42 illustrates an exemplary functioning of the device
(portable device) in the environment of FIG. 41, in accordance
FIG. 43 illustrates an exemplary functioning of the por- 20
table device such as a smart phone connected to a laptop in the
environment of FIG. 41, in accordance with another embodiment
of the invention;
FIG. 44 illustrates an exemplary functioning of the portable
device connected to a large display screen in the envi- 25
ronment of FIG. 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 yet 30
10
screen in the environment of FIG. 52 or FIG. 53, in accordance
with another embodiment of the invention;
FIG. 57 illustrates another exemplary functioning of the
portable device connected to a mobile phone and a television
in the environment of FIG. 52 or FIG. 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 yet
portable device connected to a picture frame and a wired
telephone in the environment of FIG. 52 or FIG. 53, in accordance
with yet another embodiment of the invention;
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 of an 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,
FIG. 63 is a flowchart illustrating the functioning of portable
device 4102, in accordance with an embodiment of the
invention;
FIGS. 64A and 64B illustrate a flowchart for implementing
the portable device in the environment ofF I G. 52 and FIG. 53,
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 accordance
with another embodiment of the invention;
device connected to a laptop and a large screen in the
35 environment of FIG. 52 or FIG. 53, in accordance with
device, such as the smart phone, connected to a projector
in the environment ofFIG. 41, in accordance with yet another
FIG. 49 illustrates an exemplary display of an Interactive
Voice Response (IVR) menu on a large display screen connected
to a portable device such as the smart phone, in accordance
FIG. 50 illustrates block diagram of the portable device, in
device such as the laptop connected to a large screen in
the environment of FIG. 41, in accordance with yet another
40 embodiment of the invention;
FIG. 67 illustrates an exemplary functioning ofVisuphone
for displaying one or more contact options at a device, in
FIG. 68 illustrates change of display at user device 102,
45 when a user selects a contact option, in accordance with an
FIG. 51 illustrates block diagram of the portable device, in 50
FIG. 70 illustrates change in display at device 102 based on
selection of a contact option by a user of device 102, in
FIG. 52 illustrates an environment where a portable device accordance with an embodiment of the invention;
may be connected to a user device, in accordance with an
FIG. 53 illustrates an environment where a portable device
may be connected to a user device, in accordance with another
device connected to a mobile phone in the environment
FIG. 71 illustrates a flow diagram illustrating an exemplary
functioning of the Visuphone for displaying one or more
55 contact options at a device, in accordance with an embodiment
of the invention;
FIG. 72 illustrates a flowchart for creating a database of
visual IVR menus, in accordance with an embodiment of the
invention;
of FIG. 52 or FIG. 53, in accordance with an embodiment of 60
the invention;
FIG. 73 illustrates a flowchart for providing enhanced telephony
at a communication device, in accordance with an
FIG. 55 illustrates exemplary functioning of the portable embodiment of the invention;
device connected to a mobile phone and a projector in the
environment of FIG. 52 or FIG. 53, in accordance with
65
portable device connected to a mobile phone and a large
FIG. 74 illustrates an environment where various embodiment
of the invention may function;
FIG. 75 illustrates an environment explaining functionality
of an advertisement server, in accordance with another

US 8,687,777 Bl
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FIG. 76 illustrates an exemplary display of a visual IVR
menu along with an advertisement on device 7502, in accordance
FIGS. 77A-77C illustrate functionality ofVisuphone provided
by various service providers, in accordance with various
embodiments of the invention; and
FIG. 78 illustrates a flowchart for validating a database
entry at the device based on digital signatures, in accordance
with an embodiment of the invention.
DETAILED DESCRIPTION OF THE INVENTION
Illustrative embodiments of the invention now will be
12
ated with the IVR menu(s). Further, Visuphone 104 is configured
to detect a legal notice associated with the IVR menu.
In an embodiment of the invention, Visuphone 104 may convert
the legal notice to text by using the speech recognition. In
an embodiment of the invention, Visuphone 104 may also
score the quality of the speech recognition for one or more
records of the database.
In an embodiment of the invention, device 102a can
request for updates from a server through a communication
10 network. The server may maintain the updated information of
destinations and their associated properties. This may happen
in a case when requested information is not available on the
dialed destination. The communication network can include
described more fully hereinafter with reference to the accompanying
drawings, in which some, but not all embodiments of 15
the 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 disclosure will satisfy
applicable legal requirements. Like numbers refer to like 20
elements throughout.
more than one device. Examples of the communication networkmay
include, but are not limited to, the Network, PSTN,
Local Area Network (LAN), Wide Area Network (WAN),
WiMAX, IEEE 802.11, Wi-Fi network, ZigBee, Radio Frequency
4 for consumer Electronics (RF4CE), Long Term
Evolution (LTE) network, 3rd generation (3G) network, 4'h
generation ( 4G) network, and so forth. Further, the interaction
between caller 106 (user) and the destination including the
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 a plurality
IVR system may be performed over the communication network.
of destinations 108a-n. Device 102a can be a telecommuni- 25
FIG. 1B illustrates another exemplary 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 of device 102b include,
but are not limited to, a personal computer, a laptop, a mobile
phone, a smart-phone, a fixed line telephone, Voice over
cation device that can connect directly to a Public Switched
Telephone Network (PSTN) 110. A person skilled in the art
will appreciate that device 1 02a can also connect to a private
telephone exchange. Examples of device 102a include, but
are not limited to, a mobile phone, a Smartphone, a telephone,
a laptop, a computer, a tablet computer, 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 of destinations 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 of destinations 108a-n can have
different and more than one audible IVR menus. For example,
IVR menus of bank 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 IVRmenu to obtain the required information
or resource or service from the dialed destination. Various
types of destinations 1 OS a-n that implement the audible IVR
menu include, for example, banks, hotels, fast-food outlets,
utility services providers, corporate offices, and so forth.
In an embodiment, device 102a includes a Visuphone 104
that may select at least one visual IVR menu from a database
of device 1 02a and display the at least one visual IVR menu
on device 1 02a 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 firmware on device 102a, or a combination thereof.
Thereafter, caller 106 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.
Exemplary audible IVR menu at destination 108a and a corresponding
visual IVR menu are explained in detail in conjunction
with FIGS. 2A and 2B. In an embodiment of the
invention, Visuphone 104 may further display a legal notice
or a disclaimer to the user along with visual IVR menu 222b.
The legal notice or the disclaimer may be a text message, a
multimedia message, a voice message, and so forth. In an
embodiment of the invention, the legal notice may be associ-
30 Internet Protocol (VOIP) phone or other devices capable of
voice or data communication. Device 1 02b may include various
applications or computer programs that enable caller 106
to use device 102b for connecting to any of destinations
108a-n through PSTN 110 over network 112. For example,
35 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 not lim-
40 ited to, Local Area Network (LAN), Wide Area Network
(WAN), Wi-Finetwork, WiMAX, 3rdGenerationnetwork, 4'h
generation network, Long Term Evolution (LTE) network,
Universal Mobile Telecommunication Systems (UMTS) network,
IEEE 802.16m, LTE Advanced network, Mobile
45 WiMAX, IEEE 802.20, Flash-OFDM, HIPERMAN, iBurst,
HSDPA, Global System for Mobile communications (GSM),
Code Division Multiple Access (CDMA), Evolution Data
Optimized (EV-DO), RF4CE network, General Packet Radio
Service (GPRS), Enhanced Data rates for GSM Evolution
50 (EDGE), High Speed Packet Access (HSPA), High-Speed
Downlink Packet Access (HSDPA), Mobile Broadband Wireless
Access (MBWA), 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
55 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, Visuphone 104 may display
one or more options for communication on device 102b.
FIG. 1C illustrates yet another exemplary environment
60 where various embodiments of the 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. For example, cable television service
65 provider may also provide phone and Internet service, optical
Internet provider may also provide phone or television services,
WiMAX service providers that provide phone service,

US 8,687,777 Bl
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generating a visual IVR menu 222b. Visuphone 104 may
generate a visual IVR menu 222b in a language different from
the language of audible IVR menu 222a. For example, Visuphone
104 may convert an audible IVR menu which is in
French language to a visual IVR menu in English language.
Further, Visuphone 104 may create multiple copies of visual
IVR menus corresponding to an audible IVR menu in different
language. For example, corresponding to an audible IVR
menu in Spanish language, five different visual IVR menus
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, Visuphone 104 may display other communication
options to caller 106.
10 may be generated and stored at device 102. The five visual
IVR menus may be in different languages.
Further, each of destinations 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 avail-
15 able for each of destinations 108a-n. In an embodiment,
device 102 may include more than one visual IVR menus for
each destination of destinations 108a-n based on the time.
Hereinafter device 102 collectively refers to device 102a,
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 of the communication network. Thereafter, the dialed
destination may send the information received from the 20
server to Visuphone 104 of device 102c. Further, Visuphone
104 may save and/or display the received information at
device 102c.
FIG. 2A illustrates an exemplary audible Interactive Voice
Response (IVR) menu 222a at a destination, such as destination
1 08a, in accordance with an embodiment of an invention.
1 02b and 1 02c. Therefore, different visual IVR menus corresponding
to a destination 108 might be presented to caller 106
depending on the time of dialing to destination 108. The
visual IVR menu may be displayed based on the time of
dialing of the phone number of the destination by caller 106.
In an exemplary scenario, in a hotel, the food items in a
25 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 nighttime
can be different for the hotel. When caller 106 dials the phone
number of the hotel in daytime, a daytime visual IVR menu
30 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 of the hotel displayed at the
calling device for a call made at noon may be different than
A person skilled in the art will appreciate that audible IVR
menu 222a is an exemplary graphical representation of the
audible instructions presented by destination 108a for the
sake of explanation and is not an actual graphical display. For
explanation, assuming that destination 1 08a 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 of audible IVR menu
222a are played to caller 106. The various options include an 35
option 204a that plays an audible instruction, "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 40
the instructions in the audible IVR menu. Subsequently, the
selected options are transmitted to the destination and the
menu is advanced if there are any further options. Alternatively
the display can present the next layer of menu options
the visual IVR menu displayed for another call made at
evening.
FIG. 2B illustrates an exemplary visual IVR menu 222b, at
a device, 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 of the device, such
as device 102b, that may connect to destination 108a through
network 112 and PSTN 110. In an embodiment, visual IVR
menu 222b can be displayed before a connection is established
with destination 108a. A person skilled in the art will
appreciate that device 102b is illustrated for the sake of explanation,
and similar visual IVRmenu 222b can be displayed on
device 102a that connects to destination 108a directly
to give the caller better view of the option domain and allow 45
even faster interface between caller and the IVR.
For example, selection of option 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
of option 206a presents an option 212a that plays an
audible instruction, "press 1 to talk to an executive".
Options 204a, 206a, 208a, 210a, 212a, 214a, and 216a are
part of a main menu 218a. Main menu 218a can be repeatedly
played 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 interacting 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. In an embodiment of the invention, Visuphone 104
may convert a language of audible IVR menu 222a while
through PSTN 110. Visual IVR menu 222b includes various
nodes corresponding to the options of an audible IVRmenu of
destination 1 08a. The various nodes of visual IVR menu 222b
50 include a node 202b for connecting to board number 202a of
destination 108a. Similarly, nodes 204b, 206b, 208b, 210b,
212b, and 216b correspond to options 204a, 206a, 208a,
210a, 212a, and 216a respectively. A node corresponding to
option 220a may not be required in visual IVR menu 222b, as
55 the complete menu is visible and caller 106 may not be
required to repeat audible IVR menu 222a. Therefore, when
caller 106 selects a node from visual IVR menu 222b, Visuphone
104 automatically transmits the desired action corresponding
to the options in audible IVR menu 222a to dialed
60 destination 1 08a. For example, assuming that caller 106 calls
destination 1 08a to order a veg pizza for home delivery. In this
case, caller 106 may directly select nodes 208b and 214b from
a touch screen of device 1 02a, corresponding to veg pizza and
home delivery from visual IVR menu 222b. Alternatively,
65 caller 106 directly selects nodes 204b, 208b and 214b by
pressing corresponding keys '2', '1 ', and ' 1 ', from a keypad
or screen of device 102a without a need to listen to the

US 8,687,777 Bl
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complete audible IVR menu. Accordingly, Visuphone 104
may transmit the signals to audible IVR menu 222a. In this
case, the signals required by audible IVR menu 222a may be
the Dual Tone Multi-Frequency (DTMF) tones of'2', '2', and
'1' for options 204a, 208a, and 214a. It may be appreciated by
a person skilled in the art that caller 106 may not be required
16
the invention, Visuphone 104 may also score the quality of the
speech recognition for one or more records of the database.
FIG. 2C illustrates an exemplary visual IVR menu 222c
with added graphics for the nodes. It is well known that
graphics are easier to learn and are faster to recognize than
words. Therefore, graphics are used in various computerized
device interfaces. The exemplary graphics as shown with
reference to FIG. 2C are icons. Various other types of graphics
can be displayed for example, animated icons, icons that
to select all the corresponding options to select a particular
option. For example, when caller 106 wants to order a vegpizza
for take away. Then, only the nodes 208b and 216b may
10 highlight or animate when the node is highlighted, and so
forth.
be required to be selected, and node 204b is automatically
understood by Visuphone 104b. Further, a node that is necessary
for a transaction is automatically highlighted. For
example, if caller 106 only selects node 216b for take away,
then node 208b for a veg-pizza or node 210b for non-veg are 15
highlighted for selection. In an embodiment of the invention,
caller 106 may select nodes irrespective of the sequence presented
in the audible IVR menu. For example, node 214b for
home delivery may be selected before node 208b of vegpizza.
Visuphone 104 automatically generates a sequence of 20
the selections made by caller 106 and transmits the corresponding
signals to the destination. Furthermore, Visuphone
104 stores the selections and the numbers dialed by the caller
during the call in association with the destination phone number.
In an embodiment, Visuphone 104 may enable callers to 25
search or bookmark options in a menu with a large number of
options. For example, callers can search for a node 214b from
the menu by typing 'home delivery'. As a result, navigation of
a complete visual IVR menu may not be required.
In an embodiment of the invention, visual IVR menu 222b 30
is displayed to caller 106 when a call is received at device 102
from a destination of destinations 108a-n. For example, a
service provider may call to provide information about new
services or account of caller 106. Further, caller 106 may be
required to select various options based on his preferences. 35
Visuphone 1 04b may detect the received number and correspondingly
display a visual IVR menu to the caller. Further,
the calling destination may push or send the visual IVR menu
associated with the destination to device 1 02a (1 02b or 1 02c).
The process of displaying visual IVR menu when a call is 40
received at the device is explained in detail in FIG. 35 to FIG.
40.
Visual IVR menu 222b may include multiple options. Visuphone
104 may also allow caller 106 to perform search based
In an embodiment, the graphics may be displayed for each
node or a few nodes based on the usability of visual IVR menu
222c. For example, for the node 208c an icon of a vegetable
may be displayed to designate a vegetarian pizza, and an icon
of house for the node 214c of home delivery may be dis-played.
In an embodiment of the invention, visual IVR menu
222c can be customized to display only the text, only the icons
or both. Furthermore, caller 106 can suggest or use various
icons based on his preferences.
FIG. 2D illustrate an exemplary tooltip that is displayed
when a cursor is hovered over an option in the visual IVR
menu. As shown, a tool tip box 222 is displayed when a cursor
226 is hovered on option 204c or 206c. Similarly, a Tooltip
box 224 may be displayed containing the next menu text with
or without it's available options 210c, 208c in case the caller
decides to select the option over which cursor 226 is hovered,
for example option 204c.
In an embodiment of the invention, Visuphone 1 04b may
provide a standard menu per group of similar audible IVR or
destinations. With reference to FIG. 2B, an example of a
menu at a pizza provider is discussed. Generally, every pizza
provider may have its specific audible IVR menu. However,
caller 106 may prefer to use a single standard visual IVR
menu for all pizza providers. Therefore, learning a single
visual IVR menu will be useful for engaging various provid-ers.
In such a case, the database may include a standard menu
per class of compatible providers. Further, the database may
include a plurality of telephone numbers associated with one
or more destinations 106a-n. Visuphone 104 may offer caller
106 an option to use the standard domain menu. Therefore,
when caller 106 makes a selection on the standard menu,
Visuphone 104 may translate the selection to the specific
audible IVR menu selection and send the proper dialing tones
45 (or DTMF) to that specific audible IVR. Furthermore, the
standard menus may be published. Therefore, various providers
may modifY their own menus to help their customers.
Additional aspect of the standard menu is the use of icons as
discussed with reference to FIG. 2C. The icons may represent
on a term or word or option in visual IVR menu 222b. Visuphone
104 may allow caller 106 to search an option in the
entire visual menu 222b and connect to the searched option
directly. Visuphone 104 may also provide caller 106 an interface
to perform word based search on visual IVR menu 222b.
Further, Visuphone 104 may allow caller 106 to select more
than one option of visual IVR menu 222b including a search
word or phrase without any need to look at the entire visual
IVR menu 222b. In an embodiment of the invention, Visuphone
104 may further display a legal notice or disclaimer to
50 standard choice across various domains. For example, if a
the user along with visual IVR menu 222b. In an embodiment 55
of the invention, the disclaimer may be about device 102 or
about an application executing on device 102. In another
embodiment of the invention, the disclaimer or the legal
notice may be a public notice or notice about other devices or
applications such as of dialed destination. The legal notice or 60
the disclaimer may be a text message, a multimedia message,
specific icon may represent sales, then the same icon may be
used for sales of airlines tickets when the destination is an
airline company or sales of telephone service when the des-a
voice message, and so forth. In an embodiment of the
invention, the legal notice may be associated with the IVR
menu(s). Further, Visuphone 104 is configured to detect a
legal notice associated with the IVR menu. In an embodiment 65
of the invention, Visuphone 104 may convert the legal notice
to text by using the speech recognition. In an embodiment of
tination is a telephone company. In an embodiment of the
invention, the caller may customize the icons or graphics
displayed on the menu.
FIG. 3 illustrates exemplary components of device 102a
for implementing Visuphone 104. Device 102a includes a
system bus 324 to connect the various components. Examples
of system bus 324 include several types of bus structures
including a memory bus or memory controller, a peripheral
bus, or a local bus using any of a variety of bus architectures.
As discussed with reference to FIG.1A, device 102a can be a
device such as computer, a smart-phone and so forth. Device
102a can connect to PSTNllOthroughagateway 326, which
is connected to network 112 through a network interface 314.
Input/Output (IO) interface 316 of device 102a may be con-

US 8,687,777 Bl
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figured to connect external or peripheral devices such as a
memory card 318, a keyboard 320a, a mouse 320b and a
Universal Serial Bus (USB) device 322.Althoughnot shown,
various other devices can be connected through 10 interface
316 to device 1 02a. In an embodiment of the invention, device
102a may be connected to a hub that provides various services
such as voice communication, Internet access, television
services, and so forth. For example, the hub may be a
Home Gateway device that acts as a hub between the home
environment and the Broadband Network. 10
Device 102a includes a display 302 to output graphical
information to caller 106. In an embodiment of the invention,
display 302 may includes a touch sensitive screen. Therefore,
caller 106 can provide inputs to device 102a by touching 15
display 302 or by point and click using the 'mouse'. Memory
306 of device 102a stores various programs, data and/or
instructions that can be executed by a Central Processing Unit
(CPU) 304. Examples of memory 306 include, but are not
limited to, a Random Access Memory (RAM), a Read Only 20
Memory (ROM), a hard disk, and so forth. A person skilled in
the art will appreciate that other types of computer-readable
media which can store data that is accessible by a computer,
such as magnetic cassettes, flash memory cards, digital video
disks, and the like, may also be used by device 102a. Memory 25
306 may include Operating System (OS) (not shown) for
device 102a to function. Further, memory 306 may include
other applications 310 that enable the caller to communicate
with destinations. Examples of other applications 310
include, but are not limited to, Skype, Google Talk, Magic 30
Jack, and so forth. Other applications 310 may be stored as
software or firmware on device 102a.
18
In an embodiment of the invention, visual menu database
308 includes at least two records associated with at least two
destinations. Each of the two records includes an associated
business category field. Further, each of the two records have
same business category. Further, visual menu database 308
may include a standard menu for the same business category.
In an embodiment of the invention, Visuphone 104 may generate
visual IVR menus in more than one language. In an
embodiment of the invention, Visuphone 104 may generate
visual IVR menu in a language different from the language of
the audible IVR menu of destination 108. For example, Visu-phone
French language to a visual IVR menu in English language. In
another embodiment of the invention, Visuphone 104 may
create multiple copies of visual IVR menus in different languages
corresponding to an audible IVR menu of destination
108. For example, for an audible IVR menu in Spanish, five
visual IVR menus may be generated and stored at device 102.
The five visual IVR menus may be in different languages.
Visual menu database 308 may also store a digital signature
corresponding to each entry or record (visual IVR
menus) in visual menu database 308. Digital signature may be
used to check accuracy of the entry. For example, Visuphone
104 may generate digital signatures for every visual IVR
menu for each destination of destinations 108a-n and may
store in visual menu database 308. Further, while accessing a
visual IVR menu of a dialed destination, Visuphone 104 may
generate a new digital signature which then may be compared
with a stored digital signature of the visual IVR menu to
check accuracy of the visual IVR menu. In an embodiment of
the invention, the digital signatures may be generated and
compared by Visuphone 104 in real time. A mismatch in
digital signatures while comparing the digital signatures may
indicate that the visual IVR menu has been modified and a
new visual IVR menu is available for update. Therefore,
based on the comparison results, visual IVR menu 308 may
be updated by Visuphone 104. In an embodiment of the invention,
Further, memory 306 includes Visuphone 104 for presenting
a visual IVR menu corresponding to the audible IVR
menu of destination as discussed with reference to FIGS. 2A, 35
2B and 2C. Visuphone 104 may be an application stored as a
software or firmware on device 102a. In an embodiment of
the invention, Visuphone 104 may display a legal notice or
visual IVR menu database 308 may be updated by
disclaimer to the user or caller 106 along with the visual IVR
menu at device 102. The legal notice or the disclaimer may be 40 ment of the invention, visual menu database 308 may be
receiving updates from the dialed destination. In an embodi-
updated by receiving updates from a server or a remote
repository.
a text message, a multimedia message, a voice message, and
so forth. In an embodiment of the invention, the legal notice
may be associated with the IVR menu( s ). Further, Visuphone
104 is configured to detect a legal notice associated with the
IVR menu. In an embodiment of the invention, Visuphone
104 may convert the legal notice to text by using the speech
recognition.
Further, Visuphone 104 may update visual menu database
308 based on reviews and ratings or feedback of one or more
45 callers or users. In an embodiment of the invention, Visuphone
104 may validate the accuracy of visual menu database
308 by crowd sourcing. For example, if ten users have given
some good rating about a visual IVR menu stored in visual
menu database 308, and two users have given bad rating or
The visual IVR menus are stored in a visual menu database
308 in memory 306 of device 102a. Visuphone 104 automatically
searches visual menu database 308 for visual IVR
menus corresponding to a phone number of destinations
108a-n dialed by caller 106. In an embodiment ofVisuphone
104 may automatically select the at least one visual IVRmenu
associated with the phone number of destinations 108a-n
dialed by caller 106 (or user). In an embodiment, Visuphone
104 searches visual menu database 3 08 for visual IVR menus
corresponding to a phone number of a calling destination.
Subsequently, if the visual IVR menu for the phone number is
available in the database, then the visual IVR menu is displayed
on display 302. Further, Visuphone 104 may be implemented
as a plug-in to other applications 310. Therefore,
when a phone number is dialed from other applications 310,
Visuphone 104 detects the dialing of the number and automatically
displays the visual IVR menu corresponding to the
50 reviews about the visual IVR menu then, Visuphone 104 may
phone number. Thereafter, the caller can interact with the 65
visual IVR menu, without listening to the complete audible
IVR menu of destinations.
update visual menu database 308 accordingly. In an embodiment
of the invention, Visuphone 104 may create a new entry
for visual IVR menus in visual menu database 308 based on
reviews and ratings received from different callers. In an
55 embodiment of the invention, Visuphone 104 may update
visual IVR menus at a database at the server based on crowd
sourcing and/or reviews and ratings of users.
With reference to FIG. 4, an exemplary display of a visual
IVR menu 406 on device 102c is illustrated. The caller may
60 dial a phone number 402 corresponding to a destination using
keypad 320. Keypad 320 may be a physical keypad or a
virtual keypad displayed on a touch screen display 412. Subsequently,
visual IVR menu 406 corresponding to phone
number 402 is searched and displayed on a display 412.
In an exemplary instance, if caller dials a phone number of
an IVR destination, then a visual IVR menu corresponding to
audible IVR menu of the dialed destination is displayed on

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display 412. Similarly, if the caller receives a call from a
phone number of destination, then a visual IVR menu corresponding
to audible IVR menu of destination is displayed on
display 412. Thereafter, caller can interact with the visual
IVR menu to select options from the audible IVR menu.
Visual IVR menu 406 may be displayed before actual connection
of device 102c to destinations. Therefore, caller can
select a desired action from visual IVR menu 406 before
connecting to destinations. In an embodiment of the invention,
visual IVR menu 406 may be provided in real-time to
caller. In an embodiment of the invention, visual IVR menu
406 is provided a messaging service such as a Short Messaging
Service (SMS). Therefore, destinations may provide customized
visual IVRmenu 406 to caller 106. Visual IVRmenu
406 may be customized based on the profile of caller. In an
embodiment of the invention, the profile may be generated
based on access pattern of caller or the data capture by a hub
connected to device 102c.
Caller can interact with visual IVR menu 406 by pressing
20
Further, Visuphone 104 may display visual IVR menu 406 of
the intended destination. In an embodiment, Visuphone 104
may store the interactions of caller with visual IVR menus.
For example, Visuphone 104 may automatically learn the
numbers dialed or options selected from the menu. Moreover,
the learned numbers or choices are associated with the dialed
phone number of the destination. Therefore, the caller is
assisted in his future calls. For example, when caller calls the
destination again, then the actions that were performed in the
10 last interaction are presented prominently to caller; or a previous
sequence may be automatically performed. Further, the
actions that are frequently performed are presented prominently
to the caller. For example, if caller dials a bank frequently
to enquire about his account balance, then the options
15 for selecting his account balance may be highlighted.
display visual IVR menus in different languages other than
the language of the audible IVR menu. For example, Visuphone
a desired button from keypad 320. For example, caller can 20 French language to a visual IVR menu in English language.
press a '5' key from keypad 320 to select a node 5 in visual
IVRmenu406. Further, caller can directly select the node 5 of
visual IVR menu 406 from display 412, in case of a touch
sensitive screen. Depending on the complexity or size of
destinations, visual IVR menu 406 may have various nodes.
Moreover, display area of display 412 may be limited or
small. As a result, all the nodes of visual IVR menu 406 may
not be displayed together on display 412. In such a case,
Visuphone 104 is configured to allow caller to navigate by
scrolling horizontally and/or vertically to view nodes on 30
visual IVR menu 406. Further, Visuphone 104 may detect the
capability of device 102a before displaying the visual IVR
menu. For example, in case device 102a is a basic mobile
phone with limited functionality of the display screen. Therefore,
Visuphone 104 may display the visual IVR menu in form 35
of a simple list. Similarly, a list may be displayed in case of
fixed line telephones. Moreover, in case device 102c includes
Further, Visuphone 104 may create multiple copies of visual
IVR menus corresponding to an audible IVR menu. For
example, for an audible IVR menu in Spanish, five visual IVR
menus may be generated and stored at device 102. The five
25 visual IVR menus may be in different languages.
In an embodiment, Visuphone 104 may display a visual
IVR menu associated with the dialed destination. In an
embodiment, Visuphone 104 may display a mode option on a
screen of device 102. The mode option may be selected by a
caller such as caller 106 for switching the mode of device 102.
Based on the selected mode of device 102, one or more input
or output options may be displayed on the screen. Example of
the one or more input or output options include, but are not
limited to, a date of making a call, a time of making a call, a
predefined time interval for repeating a call, and so forth.
In an embodiment of the invention, the mode option is a
scheduling mode option. Caller 106 may switch device 102 to
a scheduling mode by selecting the mode option. In an
embodiment, when device 102 is in scheduling mode, Visuphone
104 may save the inputs from caller 106. In an embodiment,
Visuphone 104 may save the options of the displayed
a high capability screen, such as but not limited to an iPhone,
then the visual IVR menu is displayed in form of graphics.
Subsequently, after caller selects a desired action from 40
visual IVR menu 406, a connection is established between
device 102c and destinations based on the selected option. In
one embodiment, Visuphone 104 is configured to detect and
present an application or computer program available on
device 102c. 45 information. In an embodiment, Visuphone 104 may further
visual IVR menu selected by caller 106. In the scheduling
mode, Visuphone 104 may display one or more input options
on the screen to enter a call schedule including a date and time
ask caller 106 to enter other important information required
for dialing the phone number of the destination automatically
at a later time. Thereafter, caller 106 may enter the date and
time information for dialing the phone number of the desti-
In an embodiment, Visuphone 104 may be configured to
select and display an advertisement 408. Advertisement 408
may correspond to the type of services provided by the dialed
destinations or may be related to category of the visual IVR
menu of the destination. For example, if destination dialed is
a pizzeria, then advertisement 408 may include promotions or
offers about a new pizza. Moreover, advertisement 408 may
include promotions or offers from a third party or a competitor
of the destination. Further, Visuphone 104 may be coupled
to an advertising database. The advertising database may
include advertisements related to the phone numbers of the
destinations. The advertising database may be stored at
device 102c, the destinations, service providers, optical network
providers, or other third party servers. Further, the
advertisements may be provided based on a profile of caller.
For example, assuming that the caller calls a bank holding his
saving account. Therefore, the advertisement displayed to the
caller may be based on the location, address, account balance,
type and volume of transactions, loans, purchases and so
forth.
Visuphone 104 may be configured to connect to an
intended destination, when caller selects advertisement 408.
so nation. Furthermore, Visuphone 104 may call a phone number
of a destination of destinations 108a-n automatically
based on the predefined calling information. The predefined
calling information can be entered by caller 106. The predefined
calling information may include the selection infor-
55 mation and the call schedule. The selection information may
include one or more options of the displayed visual IVR menu
associated with the dialed destination, selected by caller 106.
In an embodiment of the invention, Visuphone 104 may further
display a legal notice or disclaimer to the user or caller
60 along with the visual IVR menu at device 102. The legal
notice or the disclaimer may be a text message, a multimedia
message, a voice message, and so forth. In an embodiment of
the invention, the legal notice may be associated with the IVR
menu(s). Further, Visuphone 104 is configured to detect a
65 legal notice associated with the IVR menu. In an embodiment
of the invention, Visuphone 104 may convert the legal notice
to text by using the speech recognition. In an embodiment of

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the invention, Visuphone 104 may score the quality of the
speech recognition for one or more records of the database.
establish a communication with the dialed destination based
on the predefined calling information. Further, Visuphone
104 may request information from the dialed destination
based on the predefined calling information. Furthermore,
Visuphone 104 may receive the requested information from
the dialed destination based on the predefined calling information.
In an embodiment, caller 106 may also interact with 10
the dialed destination after establishment of the communica-
22
include, but are not limited to, Skype, Google Talk, Magic
Jack, and so forth. Other applications 510 may be stored as
software or firmware on device 102b. Further, memory 506
includes Visuphone 104 for searching and presenting a visual
IVR menu corresponding to the audible IVR menu of a destination
as discussed with reference to FIGS. 2A and 2B.
Visuphone 104 may be an application stored as a software or
firmware on device 102b. The visual IVR menus are stored in
visual menu database 308 in memory 506 of device 102b.
Visuphone 104 searches visual menu database 308 for visual
IVR menu corresponding to a phone number of a destination
dialed by caller 106. Subsequently, the visual IVR menu is
presented on display 512 for selection of options by caller
106. Further, Visuphone 104 may be implemented as plug-in
tion. Furthermore, Visuphone 104 may save the received
information at device 102. In an embodiment, Visuphone 104
may convert the format of the received information from a
first format to a second format. In an embodiment, the first
format of the received information may be an audio format.
Examples of the audio format include, but are not limited to,
WAY, Real Audio, Musical Instrun1ent Digital Interface
(MIDI), Windows Media Audio (WMA), MP3, Ogg, and so
forth. In an embodiment, the second format may be a text
format such as a Unicode text, Rich Text format, Hypertext
Markup Language (HTML) or any other format compatible
with device 102a. In an embodiment, Visuphone 104 may
display the received information at device 102a.
15 to other applications 510. Therefore, when a phone number is
dialed from other applications 510, Visuphone 104 detects the
dialing and automatically searches and displays the visual
IVR menu corresponding to the dialed phone number. Thereafter,
caller 106 can interact with the visual IVR menu, with-
20 out listening to the audible IVR menu of destinations l08a-n.
allow caller 106 to navigate an IVR system of a destination
before actually calling phone number of the destination. In an
embodiment of the invention, Visuphone 104 may be
25 launched through a website or it may be launched by selecting
a sub part of a web site or web page. Caller 106 may navigate
a website IVR system and may select the right person or
option in the IVR system before connecting to the IVR system
by using Visuphone 104 application. Visuphone 104 further
FIG. 5 illustrates exemplary components of device 102b
for implementing Visuphone 104, in accordance with another
embodiment of the invention. Device 102b includes a system
bus 526 to connect the various components. Examples of
system bus 526 include several types ofbus structures such as,
but not limited to, a memory bus or memory controller, a
peripheral bus, or a local bus using any of a variety of bus
architectures. As discussed with reference to FIG. lB, device
102b can be a computing device such as, but not limited to, a
personal computer, a laptop, a mobile phone, a smart-phone,
and so forth. Device 1 02b can connect to network 112 through 35
a network interface 514. Further, device 102b can connect to
PSTN 110 through gateway 116 and network 112 through
network interface 514. Input/Output (IO) interface 516 of
device 102b may be configured to connect external or peripheral
devices such as a mouse 518, a keyboard 520, a speaker
522, microphone 523, and a camera 524. Although not shown,
various other devices such as hard disk, a Universal Serial Bus
(USB) device or others can be connected through I 0 interface
516 to device 102b. A person skilled in the art will appreciate
that although not described, various other types of devices
capable of voice and/or data communication can be connected
to device 102b.
Device 1 02b includes a display interface 502 to connect to
30 allows caller 106 to search for an appropriate service, product,
department or option in the IVR system of a company or
website or destination before dialing to the destination.
Thereafter, selecting the desired department or option, caller
106 may dial phone number of the destination.
Further, features ofVisuphone 104 may be provided by a
service provider, such as but not limited to, a cellular service
provider, a cable TV service provider, an Internet Service
Provider (ISP), a Wi-Fi service provider, optical network
providers, and so forth. In an embodiment of the invention,
40 Visuphone 104 is not installed at device 102. In such a scenario,
caller 106 may use functionalities ofVisuphone 104
through various service providers. For example, ifVisuphone
104 is not installed at a smart phone and user of the smart
phone wants to use Visuphone 104, he/she may do so by
45 subscribing to services ofVisuphone 104 from a service provider
such as an ISP or cellular service provider. In an
embodiment of the invention, Visuphone 104 application may
be provided by various service providers on subscription
a display 512. Display interface 502 can be for example, a basis. In an embodiment of the invention, Visuphone 104 may
video adapter. Display 512 outputs graphical information to
50 be used by various users through cloud implementation.
caller. In an embodiment of the invention, display 512
includes a touch sensitive screen. Therefore, caller 106 can
provide inputs to device 102b by touching display 512 or by
pointing with the mouse and click. Memory 506 of device
102b stores various programs, data and/or instructions that
can be executed by Central Processing Unit (CPU) 504.
Examples of memory 506 include, but are not limited to, a
Random Access Memory (RAM), a Read Only Memory
(ROM), a hard disk, and so forth. A person skilled in the art
will appreciate that other types of computer-readable media
which can store data that is accessible by a computer, such as
magnetic cassettes, flash memory cards, digital video disks,
and the like, may also be used by device 102b. Memory 506
may include Operating System (OS) (not shown) for device
102b to function. Further, memory 506 may include other 65
applications 510 that enable caller 106 to communicate with
destinations l08a-n. Examples of other applications 510
Further, Visuphone 104 may update visual menu database
308 based on reviews and ratings or feedback of one or more
callers or users. In an embodiment of the invention, Visuphone
104 may validate the accuracy of visual menu database
55 308 by crowd sourcing. For example, if five users have given
some good rating about a visual IVR menu stored in visual
menu database 308, and two users have given bad rating or
reviews about the visual IVR menu then, Visuphone 104 may
update visual menu database 308 accordingly. In an embodi-
60 ment of the invention, Visuphone 104 may create a new entry
in visual menu database 308. In an embodiment of the inven-tion,
Visuphone 104 may update visual IVR menus at a database
at the server based on crowd sourcing and/or reviews and
ratings of users.
308 may also store a digital signature corresponding to each
entry or record (visual IVR menus) in visual menu database

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308. Digital signature may be used to check accuracy of the
entry. For example, digital signatures for every visual IVR
menu for each destination of destinations 108a-n may be
stored in visual menu database 308. Further, while accessing
24
more options such as file, edit, new, and so forth may be
displayed in field 602 as shown.
In an embodiment, Visuphone 104 is further configured to
display an advertisement 606. Advertisement 606 may correspond
to the type of services provided by destinations. For
example, if the destination is a bank, then advertisement 606
may include promotions or offers about new loans or
schemes. Moreover, advertisement 606 may include promotions
or offers from a third party or a competitor of destina-a
visual IVR menu of a dialed destination, a new digital
signature may be generated which may be compared with a
stored digital signature of the visual IVR menu to check
accuracy of the visual IVR menu. In an embodiment of the
invention, Visuphone 104 may generate and compare digital
signatures in real time. A mismatch in digital signatures while
comparing may indicate that the visual IVR menu has been
modified and a new visual IVR menu is available for update.
Therefore, based on the comparison results, visual menu
database 3 08 may be updated. In an embodiment of the invention,
visual IVR menu database 308 may be updated by the 15
dialed destination. In an embodiment of the invention, visual
menu database 308 may be updated by a server or a remote
repository.
10 tion. Visuphone 104 may be configured to connect to intended
destination, when caller selects advertisement 606. Further,
Visuphone 104 displays visual IVR menu 606 of the intended
destination. In an embodiment, Visuphone 104 stores the
interactions of caller with visual IVR menus after a call to an
menu 604 on device 102b, in accordance with an embodiment 20
of an invention. Caller 106 may dial a phone number 610 from
a VOIP application 608 on device 102b. Phone number 610
may correspond to any of destinations 108a-n. In an embodiment,
caller selects a pre-stored phone number from the application
608. Subsequently, visual IVR menu 604 correspond- 25
ing to a dialed destination is displayed on display 512. In an
embodiment, display 512 may comprise a touch sensitive
screen. Therefore, caller 106 can interact with device 102b
directly through display 512.
IVR was made. Therefore, when caller calls the same destination
again, then the options that were selected in the last
interaction are presented prominently. Further, the options
that are frequently selected can be presented prominently. For
example, if caller dials a bank frequently to check his account
balance, then the options for selecting his account balance
may be highlighted.
As illustrated in FIG. 7, device 102b may include a web
browser 702 to display web pages from the Internet and/or
other computer networks. Various web sites provide a phone
number on the web pages as a click-to-talk button. The clickable
button can provide, for example, a contact number of
executives of the organization. The clickable button may be
programmed to display a phone number of the organization
and/or display a caller a form to provide his contact details, so
that an executive from the organization can call back the
caller. Visuphone 104 is configured to detect a connect button
706 on a webpage 704. Connect button 706 may be used by
Visuphone 104 to initiate a connection to a destination 108.
Thereafter, Visuphone 104 can detect and launch a VOIP
In an exemplary instance, if caller 106 dials a phone num- 30
ber of destination, then a visual IVR menu corresponding to
audible IVR menu of destination is displayed. Thereafter,
caller 106 can interact with the visual IVR menu to select
options and to transmit inputs for the audible IVR menu of the
corresponding destination. Visual IVR menu 604 could be
displayed before actual connection of device 102b to destinations.
Therefore, caller 106 can select a desired option from
visual IVR menu 604 before establishing a connection to the
dialed destination. Depending on the complexity or size of the
destinations, visual IVR menu 604 may have various nodes.
For example, an organization with 50 departments may have
more menu options or nodes than that of an organization with
35 application on device 102b. In an embodiment, in case more
than one application is available on device 102, Visuphone
104 selects a VOIP application preferred by caller. Moreover,
Visuphone 104 may be configured to automatically login into
the VOIP application. In an embodiment, caller 106 stores the
40 login details for the VOIP application in Visuphone 104.
10 departments. Further, the display area of display 512 may
Further, Visuphone 104 displays a visual IVR menu corresponding
to audible IVR menu of the destination connected
once click on connect 706 tab. Therefore, caller 106 can
be limited. As a result, all the nodes of visual IVR menu 604 connect to the destination from web browser 702 automati-may
not be displayed together on display 512. In such a case,
Visuphone 104 may be configured to allow caller 106 to
navigate by scrolling horizontally and/or vertically to view
nodes on visual IVR menu 604. Moreover, caller 106 can
search for a desired option from the visual IVR menu.
45 cally and may not be required to dial the phone number or
provide call-back information.
include a VOIP plug-in that monitors the outgoing calls made
from the VOIP application. Therefore, the VOIP plug-in may
50 search each dialed number in visual menu database 308. In
case, the dialed number is found in visual menu database 308
and is associated with an IVR, then the VOIP plug-in may
display the visual IVR menu corresponding to the audible
IVR menu of the dialed number.
Subsequently, after caller 106 selects a desired option from
visual IVR menu 604, a connection is established between
device 1 02b and a destination based on the selected action. In
one embodiment, Visuphone 104 may be configured to detect
and present applications suitable to caller 106 for initiating
the connection. For example, Visuphone 104 may detect more 55
than one VOIP applications present in device 102b and
present them to caller 106 on display 512. Thereafter, caller
106 can select an application to be used or initiate the connection
in a default configuration. The default configuration
can be for example, VOIP application 608 on which phone 60
number 610 was dialed. In another embodiment, caller 610
may select a phone number displayed in applications such as
a browser, messenger, or a mail client. Subsequently, Visuphone
104 detects and presents applications suitable to caller
106 for initiating the connection. Furthermore, Visuphone 65
104 is configured to display visual IVR menu 604 for the
phone number selected from the applications. Further, one or
Another embodiment of the invention allows the caller to
select the visual IVR menu using car display like GPS display.
Hands-free cell phone system is used in many cars as a
separated device or as an integrated system in the car. These
devices allow the caller to talk with the cell phone without
holding the cell phone in his hands. Some devices are using
the car speakers for the phone call. In many cases, the hands-free
system can use a display screen in the car like GPS screen
or other display. Following voice menu while driving might
not be the optimal way to use hands-free cell phone system. In
some cases, selecting an option from a visual IVR menu is
preferred. While driving or stopping in red light, it might be
easier to use larger display like the GPS display in the car. The

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display can present the visual IVR menu and the caller can
select the option from the menu. The computing engine to
support the visual IVR menu could be embedded in the car
GPS system or in another controller that have access to the car
display. Once the system recognizes a destination of a call to
be an IVR it will access the database pull out the menu and
display. Accordingly all the other Visuphone features could
be incorporated. In an embodiment of the invention, the caller
may select a visual IVR menu or an option of the visual IVR
menu by giving a voice command or voice input. For 10
example, the caller may see the visual IVR menu options at
the GPS display and may select an option accordingly. Thereafter,
the caller may interact with the visual IVR menus by
giving one or more voice commands or inputs.
FIG. 8 illustrates exemplary software architecture 800 of 15
Visuphone 104, in accordance with an embodiment of the
invention. A hardware layer 802 includes various hardware of
device. For example, but not limited to, a mouse, a keyboard,
a speaker, a microphone, a camera, a USB device, a display,
and so forth. The drivers or files required for proper function- 20
ing or installation of the hardware of device are provided by a
driver's layer 804. Moreover, drivers layer 802 interfaces
with an Operating System 806.
Operating System 806 provides memory and environment
required by Visuphone 104 and other applications 808 for 25
functioning on device. Examples of Operating System 806
include, but are not limited to, Windows, Macintosh, Linux,
Symbian, Android, and so forth. Visuphone 104 may be
implemented as a plug-in to other applications 808, such as
Skype, Google Talk, web browser, mail client, and so forth. In 30
an embodiment, Visuphone 104 may be implemented as a
standalone application on device. Further, Visuphone 104
may be configured to execute as a background application.
Therefore, caller 106 may not be required to specifically
launch Visuphone 104. Furthermore, Visuphone 104 may be 35
implemented as a multi-threaded application. Therefore,
visual IVR menus of more than one destination may be displayed
simultaneously on device.
FIG. 9 illustrates exemplary components of Visuphone
104, in accordance with an embodiment of the invention. As 40
discussed above, Visuphone 104 may be implemented as
hardware, software, or firmware on device 102. Further, Visuphone
104 may be configured to execute as a background
process on device. In an embodiment, Visuphone 104 may be
configured to execute as a system service. Therefore, other 45
processes or applications executing on the device may not
block the operation ofVisuphone 104.
When caller 106 dials, selects or receives a phone nnmber
on the device, a detection module 902 of Visuphone 104
detects that a phone number has been dialed, selected or 50
received. For example, detection module 902 may detect key
presses or caller ID on device. Caller 106 may use a VOIP
application on device for dialing the phone nnmber. Moreover,
caller 106 may use a mouse to a joystick to select or
press icons of numbers displayed on the VOIP application. 55
Further, detection module 902 is configured to identify the
VOIP applications available on device and used by caller.
Moreover, detection module 902 may detect the position coordinates
of the VOIP application on a display of device. For
example, in case device includes the Microsoft Windows OS, 60
then the position co-ordinates of the VOIP application can be
detected from the registry of the OS. Detection module 902
may be configured to store the position of number icons
relative to position co-ordinates of various VOIP applications.
Therefore, based on the co-ordinates of the position of 65
the VOIP application, detection module 902 can detect the
exact position of each number icon on the display of device.
26
For example, if the co-ordinates of a top-left edge of the VOIP
application is (X,Y) on the display, and the co-ordinates of an
icon fornumber ' 1 'on VO IP application is (X 1, Y1) relative to
its top-left edge, then the exact co-ordinates of the icon for
nnmber '1' may be calculated as (X+X1, Y + Y1) on the display.
A person skilled in the art will appreciate that other types
of mathematical operations can be applied to calculate the
co-ordinates of the icons on the display of the device.
Detection module 902 may be configured to detect the
co-ordinates of the cursor on the display of device. Further,
detection module may be configured to detect the action
events generated by the mouse or joystick, such as a click, a
double click, a drag, a select, a scroll, and so forth. Therefore,
when caller selects or press a number on the VOIP application,
detection module 902 may detect the number from the
position of the cursor, the VOIP application and the nnmber
icon. In an embodiment, detection module 902 may be configured
to store the last used co-ordinates of the VOIP application
and number icons. Therefore, detection and/or calculation
of the co-ordinates may not be required. Furthermore,
detection module 902 may be configured to detect a connect
button displayed on a web page of a browser on device as
explained with reference to FIG. 7. Therefore, when caller
clicks the connect button, detection module 902 identifies the
phone nnmber behind the connect button. In an embodiment,
detection module 902 detects the connect button and the
associated phone number by scanning the source code of the
web page.
The phone nnmber detected by detection module 902 is
used by a search module 904 ofVisuphone 104. In an embodiment,
detection module 902 may be configured to transfer
each digit to search module 904 in real-time as clicked by
caller. Search module 904 searches visual IVR menu database
for visual IVR menu corresponding to the phone nnmber. An
exemplary visual IVR menu is as explained above in conjunction
with FIGS. 2B and 2C. As discussed above, visual IVR
menu database stores visual IVR menus corresponding to the
audible IVR menus of destinations 108a-n. Moreover, visual
IVR menu database may store other information, which is
explained in conjunction with FIG. 10. Search module 904
may also be configured to search for other information in
visual IVR menu database. In an embodiment, search module
searches visual IVR menu database in real-time based on the
digits received from detection module 902. Therefore, a
visual IVR menu may be identified based on the best match of
the nnmber formed by the received digits in visual IVR menu
database. As a result, caller may not be required to dial, click,
press or select the complete number, which may be convenient
and time saving.
The visual IVR menu identified by a search module 904 is
displayed on the display of device by display module 906 of
Visuphone 104. Display module 906 identifies the position on
the display where the visual IVR menu is to be displayed. In
an embodiment, the visual IVR menu is displayed such that
there is minimum overlap with the VOIP application from
which the phone number was dialed or selected. Moreover,
display module 906 identifies the size of the visual IVR menu
for display based on the characteristics of the display screen
of device. Examples of characteristics of the display screen
include, but are not limited to, a screen size, resolution, and so
forth. Furthermore, in case the visual IVR menu is not completely
displayed on the display, then display module 906
may allow caller to navigate the visual IVR menu by scrolling.
Moreover, display module 906 may be configured to
display other information received from search module 904.
Caller 106 may interact with the visual IVR menu or other
information displayed on device 102. For example, caller 102

US 8,687,777 Bl
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may scroll through the visual IVR menu, or select a node from
the visual IVR menu. Therefore, when caller 106 selects a
node from the visual IVR menu, detection module 902 detects
the selected node and communicates the selection to a connectionmodule
908. Thereafter, connection module 908 may
establish a connection between device 102 and a destination
108 based on the nodes selected by caller. Connection module
908 may be configured to detect communication systems
available in device. For example, in a case, device 102 is a
phone not connected to the Internet, connection module 908 10
may detect that only a radio connection can be made. Otherwise,
a most suitable or a connection preferred by caller 106
can be made. In an embodiment, connection module 908 may
allow caller 106 to select a VOIP application to establish the
connection. In another embodiment, communication module 15
908 may launch a default VOIP application on device 102. In
yet another embodiment of the invention, connection module
908 can use a VOIP protocol stack defined by Visuphone 104
to establish the connection.
In an embodiment, a call of caller 106 may be transferred 20
from one point in the organization to another point within the
same organization or to a completely different organization
(or another branch of same organization). For example, a call
of caller 106 with destination 108a may be transferred to
destination 108b. However, destinations 108a and 108b may 25
have different audible IVR menus. Connection module 908 is
28
In some cases, the audible IVR menu of destination may
change. For example, the extension numbers of agents in
banks may be changed due to addition of new agents. A
person skilled in the art will appreciate that there can be other
reasons for the audible IVRmenu of a destination to be edited,
amended or updated. Further, new organizations may be
available that use audible IVR menus. The visual IVR menus
for these new organizations may not be available in visual
IVR menu database stored on device. Therefore, visual IVR
menu database may be required to be updated. In an embodiment,
Visuphone may be updated to provide additional func-tionalities
to caller. An update module 914 may be configured
to update the visual IVR menus stored in visual IVR menu
database of device. In an embodiment of the invention, the
visual IVR menus in visual IVR menu database may be
updated based on speech recognition of voice commands. In
an embodiment of the invention, Visuphone 104 may also
score the quality of the speech recognition for one or more
records of the database.
Moreover, update module 914 may be configured to update
Visuphone 104. Update module 914 may receive the updated
visual IVR menus from the remote server on the network. The
remote server is explained in detail in conjunction with FIG.
10.
Visuphone 104 may record the caller's selections or key-strokes
for audible IVR menus by using customization module
916. The keystrokes may be some personal data of the
caller such as his account number, customer number, and so
forth. Visuphone 104 can provide better support to caller by
configured to identifY the transfer of call and to switch the
visual IVR menu of destination 108a with destination 108b.
The switching of visual IVR menus is explained in detail in
conjunction with FIG. 11.
Some organizations such as banks may require caller 106
to present a voice input for the purpose of authentication. For
example, caller 106 may be required to voice out his name or
an answer to a security question specified by caller 106 to the
bank. Furthermore, voice input may be required to accept or
decline a transaction. Caller 106 may record and store the
voice responses for such authentications or questions alternatively
the system can use synthesis voice. Therefore, when
connection module 908 detects that a voice authentication is
required, and then voice module 910 is used. Voice module
910 provides voice inputs on behalf of caller 106 by using the
responses recorded by caller 106 (or user). Subsequently, the
connection or the transaction can be processed.
30 presenting the recorded keystrokes so that the caller can
approve and sending them without entering them every time.
Customization module 916 personalizes the generic visual
IVR menu by associating the keystrokes with it and storing in
visual menu database 308. Alternatively, an additional set of
35 standard may be defined for representing caller data. In this
case, only the code indicating the type of required data is
added to visual menu database 308. Visuphone 104 can than
build a relatively small table in visual menu database 308,
with the various personal data codes and the actual caller data
40 as analyzed from the caller's keystrokes during his connection
with destinations of the audible IVR menus.
As discussed in conjunction with FIGS. 4 and 6, Visuphone
104 may be configured to display advertisements on device 45
102. The advertisements are managed by advertisement module
912 ofVisuphone 104. The advertisement may be selected
based on the type of destinations. For example, when a dialed
destination is a bank, then an advertisement related to banking
may be displayed. Moreover, the advertisement can be 50
related a third-party dealing in the same business or professional
area or a competitor of the dialed destination. The
displayed advertisement may be a text, audio, image or video.
allow caller 106 to navigate an IVR system of a destination
before actually dialing phone number of the destination. In an
embodiment of the invention, Visuphone 104 may be
launched through a website or it may be launched by selecting
a sub part of a web site or web page. Functionality ofVisuphone
104 may be accessed through the web site. Caller 106
may navigate a website IVR system and may select the right
person or option in the IVR system before connecting to the
IVR system by using Visuphone 104 application. Visuphone
104 further allows caller 106 to search for an appropriate
service, product, department or option in the IVR system of a
company or website or destination before dialing to the destination.
Thereafter, selecting the desired department or
option, caller 106 may dial phone number of the destination.
In one embodiment, advertisement module 912 may display
the advertisements based on the connection bandwidth avail- 55
able at device 102. In another embodiment, advertisement
module 912 may display the advertisements based on the
pre-set preferences by caller 106. In one embodiment, advertisement
module 912 may be configured to receive the advertisements
directly from the dialed destination. In another
embodiment, advertisement module 912 may be configured
to receive the advertisements from a remote server on a network.
The remote server is explained in detail in conjunction
with FIG. 10. A selection or click by caller 106 on advertisements
may be detected by detection module 902 to display a
visual IVR menu of the destination for which the advertisement
was displayed.
Further, features ofVisuphone 104 may be provided by a
service provider, such as but not limited to, a cellular service
provider, a cable TV service provider, optical network pro-
60 vider, an Internet Service Provider (ISP), a Wi-Fi service
provider, and so forth. In an embodiment of the invention,
Visuphone 104 is not installed at device 102. In such a scenario,
caller 106 may use functionalities ofVisuphone 104
through various service providers. For example, ifVisuphone
65 104 is not installed at a smart phone and user of the smart
phone wants to use Visuphone 104, he/she may do so by
subscribing to Visuphone 104 services from a service pro-

US 8,687,777 Bl
29
vider such as an ISP. In an embodiment of the invention,
Visuphone 104 application may be provided by various service
providers on subscription basis. In an embodiment of the
invention, Visuphone 104 may be used by various users
through cloud implementation.
30
and the destination. The error is detected by update module
914 of Visuphone 104. Subsequently, update module 914
sends an error report to remote server 1002. Remote server
1002 may check remote repository 1004 for updates related to
the visual IVR menu. Thereafter, in case any updates are
available, remote server 1002 may send the updates to device
102 for performing the update. In an embodiment, visual
menu database 308 may be checked and updated based on a
pre-defined time interval by device 102. In an embodiment,
In an embodiment of the invention, the cellular service
provider may provide the service(s) of Visuphone 104 to
users. Further, the cellular service provider may user a data
channel to present the visual IVR menus at device 102. All the
functionalities of Visuphone 104 will be implemented in
cloud or network of cellular service provider. The user may
not require installing Visuphone 104 at his/her device.
10 the error report may include the error generated and an Identity
(ID) or version of the visual IVRmenu on which the error
was generated. In case, the updates are not available in remote
FIG. 10 illustrates an exemplary remote server 1002 conrepository
1004, then an update of remote repository 1004
nected to a remote repository 1004. As shown remote server
1002 is connected to device 102 through a computer network 15
1006. Examples of computer network 1006 may include, but
are not limited to, a Local Area Network (LAN), a Wide Area
Network (WAN), a Wi-Fi network, a WiMAX, a 3rd Generation
network, a 4'h generation network, a Long Term Evolution
(LTE) network, a Universal Mobile Telecommunication 20
Systems (UMTS) network, a IEEE 802.16m, a LTE
Advanced network, a Mobile WiMAX, a IEEE 802.20, a
Flash-OFDM, a HIPERMAN, an iBurst, a HSDPA, a Global
System for Mobile communications (GSM), a Code Division
Multiple Access (CDMA), an Evolution Data Optimized 25
(EV-DO), a General Packet Radio Service (GPRS), an
Enhanced Data rates for GSM Evolution (EDGE), a High
Speed Packet Access (HSPA), a High-Speed Downlink
Packet Access (HSDPA), a Mobile Broadband Wireless
Access (MBWA), and so forth. Further, remote server 1002 30
can be connected to destinations 108a-n through computer
network 1006, a gateway 1008, and a PSTN 1010. A person
skilled in the art will appreciate that device 102 can connect to
destinations 108a-n directly through PSTN 1010; therefore
the connection is not limited to network 1006. Each of desti- 35
nations 108a-n may be connected to audible IVR menu
repository 1012a-n, here after referred to as destination
repository 1012a-n.
may be required.
In an embodiment of the invention, remote repository 1004
is updated based on a pre-defined time interval. In another
embodiment of the invention, the caller can rate the relevance
or correctness of the visual IVR menu from device 102.
Therefore, remote repository 1004 can be updated based on a
cumulative ratings received from callers and other callers of
the visual IVR menu. Further, Visuphone 104 may also vali-date
the accuracy of remote repository 1004 by crowd sourcing
based on reviews and ratings of the users about the visual
IVR menus. For example, if five users have given some good
rating about a visual IVR menu stored in remote repository
1004, and two users have given bad rating or reviews about
the visual IVR menu then, Visuphone 104 may update remote
repository 1004 accordingly. In an embodiment of the invention,
Visuphone 104 may create a new entry in remote repository
1004 corresponding to changes in visual IVR menu. In an
embodiment of the invention, Visuphone 104 may update
visual IVR menus at visual menu database 308 at device 102
based on crowd sourcing and based on cumulative ratings
from different users about IVR menus.
Remote server 1002 can comprise a process of continu-ously
scanning the IVRs 108a to 108n updating remote
repository 1004 with changes of various IVR menus and
adding addition menu records for new IVRs. Also, remote
server 1002 might get a 'problem report' from device 102 if
40 caller identify problem between the menus as it is in database
308 and the audible menu of a specific IVR. In such case a
recheck process will be initiated to update remote repository
1004 and the new information can be than offered to device
Further, device 102 includes visual menu database 308. As
discussed above, visual menu database 308 includes visual
IVR menus corresponding to audible IVR menus of destinations
108a-n. Moreover, visual menu database 308 may store
other information such as profile of caller, voice response of
caller, login details for a VOIP application, preferences of
caller, ratings for visual IVR menus, identity of visual IVR 45
menus, and so forth. As discussed in conjunction with FIG. 9,
Visuphone 104, the visual IVR menus or other information
stored in visual menu database 308 may require to be updated.
In an embodiment, visual menu database 308 is updated by
information received from remote repository 1004. In another 50
embodiment of the invention, visual menu database 308 may
be updated by receiving menus through Short Messaging
Service (SMS), or Multimedia Messaging Service (MMS).
The SMS may be sent from destination 108a-n or remote
repository 1004 to device 102. Remote repository 1004 55
includes visual IVR menus corresponding to audible IVR
menus of destinations 108a-n. Further, remote repository
1004 stores advertisements related to destinations 108a-n,
last updated time of the visual IVR menus, rating of visual
IVR menus, and so forth. 60
In case, the audible IVR menu of a destination is changed,
caller may not be able to connect to the destination by using
Visuphone 104. Visuphone 104 is configured to detect the
error generated while establishing the connection. For
example, caller may select a node in the visual IVR menu that 65
may not have a corresponding option available in audible IVR
menu, or a connection not be established between device 102
102 for download an update. In an embodiment of the invention,
remote repository 1004 may be updated by SMS and
MMS messages.
In an embodiment, device 102 may send one or more
messages or data packets for connection establishment with
one of the destinations. Further, Visuphone 104 may detect a
data network such as internet for sending data packets. The
data network is a network capable of establishing data and
voice communication among various communication devices
(or devices). In an embodiment, when a data network is not
available the one or more messages for establishing connection
may be sent using Dual-Tone Multi-Frequency (DTMF)
tones or messages. The process of establishing connection
between device and a second communication device (or destination)
is described in detail in FIGS. 31A, 31B, 31C, 31D,
32, 33 and 34.
308 may include other information and parameters related to
the visual IVR menus. The parameters related to the visual
IVR menus enable accessing, modifYing or updating of the
visual IVR menus. Examples of parameters of visual IVR
menus include, but are not limited to, ID or version of the
visual IVR menus, destination phone numbers, and a last
update timestamp. Furthermore, visual menu database 308

US 8,687,777 Bl
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may include other information such as a profile, the calling
history, or preferences of the caller. The calling history of a
caller may include the numbers dialed or received, most frequent
numbers dialed or received, most frequent nodes
selected from visual IVR menus. The profile of a caller may
include, but is not limited to, the name, age, sex, address,
phone number, profession, office address, recorded voice
responses for visual IVR menus, or other personal and professional
details of the caller. Further, Visuphone 104 may
activate voice responses at device 102.
FIG. 11 illustrates an exemplary process for presentation of
the visual IVR menu when the call of caller 106 is forwarded
or transferred from destination 108a to destination 108b, in
accordance with an embodiment of the invention. Destination
108a may have completely different audible IVR menus as
compared to destination 1 08b. For example, destination 1 08a
may be a loan department and destination 108b may be an
insurance department of a banl<. Similarly, the call may be
forwarded from one organization to another. For example,
from one branch of a back to another branch of same bank.
Therefore, caller 106 may be required to respond to a different
audible IVR menu. Visuphone 104 may be configured to
detect that the call has been forwarded and subsequently
display the visual IVR menu of destination 108b.
As shown in FIG. 11, device 102 establishes a connection
with destination 108a as depicted by arrow 1102. The connection
is established by using the visual IVR menu provided
by Visuphone 104 based on destination 1 08a. In an embodiment,
the connection is established directly without using
Visuphone 104. Thereafter, destination 1 08a may forward the
call to destination 108b, as indicated by arrow 1104. The
visual IVR menu corresponding to the audible IVR menu of
destination 108b may not be visible on device 102, as the call
was forwarded between destination 108a and destination
108b. In an embodiment, Visuphone 104 may not detect the
forwarding of the call. In this case, device 102 may be presented
with audible IVR menu of destination 108b. Thereafter,
Visuphone 104 may record the options and responses on
device 104 for the audible IVR menu of destination 1 08b. The
recorded options and responses may be stored at remote
repository 1004 for updating it. Further, the recorded options
and responses may be stored visual IVR menu database of
device 102.
In an embodiment, destination 1 08b sends an identity (ID)
or version of the audible IVR menu to a caller as shown by
arrow 1106. The audible IVR menu ID is specific to the
audible IVRmenu of destination 108b. Subsequently, display
module 906 ofVisuphone 104 uses the audible IVR menu ID
to display the corresponding visual IVR menu. Further, a
caller may select a node from the visual IVR menu corresponding
to destination 1 08b. Therefore, when a caller selects
a node, a connection may be established with destination
1 08b. In an embodiment of the invention, connection between
device 102 and destination 108a is disconnected after estab-
32
services, or various combinations of the above or other type of
services. Examples of computer network 1220 may include,
but are not limited to, a Local Area Network (LAN), a Wide
Area Network (WAN), a Wi-Fi network, a WiMAX, a 3rd
Generation network, a 4'h generation network, a Long Term
Evolution (LTE) network, a Universal Mobile Telecommunication
Systems (UMTS) network, a IEEE 802.16m, a LTE
Advanced network, a Mobile WiMAX, a IEEE 802.20, a
Flash-OFDM, a HIPERMAN, an iBurst, a HSDPA, a Global
10 System for Mobile communications (GSM), a Code Division
Multiple Access (CDMA), an Evolution Data Optimized
(EV-DO), a General Packet Radio Service (GPRS), an
Enhanced Data rates for GSM Evolution (EDGE), a High
Speed Packet Access (HSPA), a High-Speed Downlink
15 Packet Access (HSDPA), a Mobile Broadband Wireless
Access (MBWA), and so forth.
Further, the connection to network 1220 is associated with
a wide band Internet 'smart' modem 1206. Phone 1204 may
be a regular phone, such as a landline phone or a cordless
20 landline phone. Modem 1206 may be a Digital Subscriber
Line (DSL) modem or a cable modem that connects the home
device to the Internet and/or computer network. Modem 1206
is connected to a service provider, and can provide the home
devices with telephone, Internet and television services.
25 Modem 1206 may provide both wired and wireless connections.
As shown with reference to FIG. 12, modem 1206
provides the home with the Internet through wire 1210 to a
computer 1202, or through a Wi-Fi connection. Modem 1206
comprises the ability to detect and recognize the dialing made
30 by phone 1204. The numbers dialed by phone 1204 to establish
connection are then compared with a database, such as
visual menu database 308. Therefore, in case the dialed number
corresponds to a destination with an audible IVR menu,
and a corresponding visual IVR menu exists then, modem
35 1206 may provide the visual IVR menu on computer 1202
connected to it. Moreover, modem 1206 may use private web
sites to present the visual IVR menu or just provide the dialed
number to computer 1202. Thereafter, a software tool on
computer 1202 may present the visual IVR menu on the
40 screen of computer 1202.
Once the connection with the destination has been established,
'smart' modem 1206 will continue to monitor the
numbers dialed or received by phone 1204 to browse or
advance the visual IVR menu accordingly. Furthermore, the
45 numbers dialed or received may be stored for future processing
such as highlighting previous selections in the visual IVR
menu, providing customized visual IVR menu, and so forth.
The Visual IVR menu system comprising computer 1202 and
Modem 1206 may incorporate additional enhancements as
50 presented before such as automatic dialing of customer information.
The automatic dialing may be achieved by using
computer 1202 to initiate and execute such automatic dialing.
lishing a connection between device 102 and destination 55
108b. In another embodiment of the invention, connection
between device 102 and destination 108a is maintained for
complete communication session till the caller disconnects
the call.
In another embodiment of the invention, a house television
1212 may be used to present the visual IVR menu. In various
houses modem 1206 decodes television signals and transfer it
to a set-top box 1216 that provide signals to television 1212.
The visual IVR menu may be presented on a channel dedicated
for IVR. Therefore, when phone 1204 is used to initiate
a call, modem 1206 can detect it and present the visual IVR
menu corresponding to the dialed number on the designated
channel of the television 1212. Further, all the options
Another embodiment of the invention allow visual IVR 60
menu for calls made from a conventional home telephone.
FIG. 12 illustrate a phone 1204 connected to a Public
Switched Telephone Network (PSTN) 1208 and through a
gateway 1218 to the Internet network 1220. Network 1220
may be any service provider that provides services, for 65
example, but not limited to, telephone services, cell phone
services, wireless services, Internet services, cable television
described before can be provided now using the screen of
television 1212 for the visual IVR menu. The caller selection
can be done by using the simple home phone or alternatively
using the TV 1212 set top box 1216 remote control. Further,
television 1212 screen may be used to present the visual IVR
menu in a few alternatives ways. For example, a device pro-

US 8,687,777 Bl
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vided by a company, named Rokuinc., allows streaming of
content from the Internet to television. Most set-top boxes
now have an Internet connection or telephone connections.
Furthermore, various devices such as some Digital Versatile
Disc (DVD) players, and video game players or controllers
such as Xbox or Play station, can be connected to the Internet.
Each of those devices may allow 'smart' modem 1206 to
provide a visual IVRmenu on the screens of television 1212.
In another embodiment of the invention a telephone connection
may be established through an external telephone 10
service by using a computer, as discussed with reference to
FIG. 13. External telephone service provider 1310, such as
'Google Voice', which a caller may use through the Internet
network from computer 1302. In such case, the caller can
cause a telephone call to be established by indicating on 15
service provider 1310-'Google Voice' web site a request to
establish call to a designated location. Thereafter, the external
service provider 1310 establishes connection 1306 by using
PSTN 1308 to connect the caller telephone 1304 to a desired
destination 1312. External service provider 1310 can now 20
present the visual IVR menu as discussed above. External
service provider 1310 may present the visual IVR menu on its
web site and processed or advanced based on the dial choices
made by the caller on his computer 1302. Furthermore, external
service provider 1310 can also add various options as 25
described before, such as but not limited to highlighting previous
choices, automatic dialing of caller information and
presenting related advertisements.
Another enhancement for such external service provider
1310 is to provide a 'smart' connect. In case of the 'smart' 30
connect, the caller can designate not just destination 1312, but
a specific node of visual IVR menu, such as node 212b as
discussed with reference to FIG. 2B. The 'smart' connect will
dial the proper selection in the visual IVR menu and connect
to node 212b of the audible IVR. The 'smart' connect can 35
34
phone 1412 to a destination with an audible IVR menu. Phone
1412 may be connected to picture frame 1420 through a
connection 1418 and add-on 1414 may be further connected
to standard telephone line connection 1422. Add-on 1414
may comprise a processor and a database. The database may
be similar to visual menu database 308 as discussed in FIG. 3.
Therefore, when a connection is made to a destination having
an audible IVR menu, then add-on 1414 will present the
visual IVR menu on picture frame 1420. Picture frame 1420
may resume presenting the photos after the completion of the
call. Furthermore, the database of add-on 1414 could be
updated with one of the options described before in respect to
the add-on 1404 of FIG. 14A. It should be noted that various
home television provides functionality similar to picture
frame 1420. Therefore, television can be used as an alternative
to picture frame 1420.
FIG. 14C present another embodiment that can be applied
as presented with respect to FIGS. 14A and 14B. It quite
common these days to use a telephone handset 1424 that are
connected by wireless means to a base station 1430 that is
connected by a wire 1432 to the standard telephone lines.
Add-on 1426 can comprise an internal radio circuit to detect
the wireless communication. Therefore, add-on 1426 can
detect the communication between handset 1424 and base
station 1430 to present the visual IVR menu. As can be seen
with reference to FIG. 14C, connection through wires such as
wires 1406 or 1418 may not be required. Add-on 1426 may be
provided by the manufacturer of the handset 1424 and the
base station 1430, or by a third party. A person skilled in the
art will appreciate that the functionalities of the add-on units
as described in conjunction with FIGS. 14A, 14 B and 14C can
be combined into a single unit. Therefore, a single add-on unit
may be used in various environments as discussed above.
FIG. 14D illustrates Visu-Add-On 1404 which can be connected
to a standard home phone 1402 to provide all the
features and functionalities as described above with respect to
Visuphone 104. Home phone 1402 may be connected to
Add-On 1404 through a Public Switched Telephone Network
(PSTN) 1434, a gateway 1436 and a wireless network such as
even wait until the selected node 'Talk to Executive'yields the
desired result of the executive answering the line and then
connect the caller. Therefore, the efficiency of the IVR system
does not come at the cost of inefficiency of the caller; rather
both sides can became more efficient by using the 'smart'
connect.
Additional alternatives to the invention are illustrated with
reference to FIGS. 14A, 14B, and 14C. FIG. 14A illustrates a
Visu-Add-on 1404 which can be connected to a standard
home phone 1402 to provide all the features and functionalities
as described above with respect to Visuphone 104.
Accordingly, phone 1402 may be connected through connection
1406 to add-on 1404 that can be connected to a standard
40 ZigBee network 1438. Add-On 1404 may be connected to
standard telephone connection line 1410. ZigBee network
1438 is a wireless network implemented by using a high level
communication protocol called ZigBee. ZigBee protocol
uses small, low power digital radios based on IEEE 802
telephone connection line 1410. Add-on 1404 may comprise
45 standard for personal area networks (PAN). Add-on 1404
may comprise a processing unit, a display and a database. The
database may store visual IVR menus and phone numbers of
various destinations 108a-n. Therefore, when phone 1402 is
used to call a destination of destinations 108a-n with an
a processing unit, a display and a database. The database may 50
be similar to visual menu database 308 as discussed in FIG. 3.
audible IVR menu, a corresponding visual IVR menu may be
presented on the display of Add-On 1404. Add-on 1404 may
be loaded and updated by the use of removable memory
devices, such as USB flash memory 1408.
Therefore, when phone 1402 is used to call a destination with
an audible IVR menu, a corresponding visual IVR menu is
presented on the display of add-on 1404. Furthermore, the
display of add-on 1404 may comprise a touch sensitive screen
for added convenience of a caller. Add-on 1404 may be
loaded and updated by the use of removable memory devices,
such as USB flash memory 1408. Alternatively, Add-on 1404
may comprise a modem to connect either by the use of the
telephone connection line 1410 or by wireless means such as
Wi-Fi or Bluetooth.
FIG. 14B illustrates an embodiment, where an add-on unit
1414 is plugged into a conventional digital picture frame
1420 by using a USB port. Digital picture frames recently
became quite popular as a convenient way to display family
photos in digital format. In this embodiment, picture frame
1420 can display family photo until a call is made by using a
FIG.14E illustrates an embodiment, where anAdd-On unit
55 1414 is plugged into digital picture frame 1420 by using a
USB port. A device such as a smart phone 1440 may be
connected to Add-On 1414 that is further connected to picture
frame 1420. Digital picture frames may display images and
pictures in digital format. Bluetooth network 1442 is based on
60 wireless protocol Bluetooth and may provide a wireless channel
to connect various devices. Usually, Bluetooth protocol
has short range for connecting devices but may differ depending
on various versions of Bluetooth profiles. In an embodiment
of the invention, Bluetooth network 1442 may be suit-
65 able for establishing low power consumption connections. In
this embodiment, picture frame 1420 can display family
photo until a call is made by using smart phone 1440 to a

US 8,687,777 Bl
35 36
At step 1502, Visuphone, such as of device 102, detects a
phone number dialed or selected by caller for destination. In
an embodiment of the invention, the number is clicked
according to the display of device 102. The number is
detected by detection module 902 ofVisuphone 104. Further,
at step 1504, a search module, such as search module 904,
may search visual menu database 308 of device 102 for the
phone number. Search module 904 searches for visual IVR
menu and other information corresponding to the phone num-destination
with an audible IVR menu. Smart phone 1440
may be connected to picture frame 1420 through a wireless
network such as Bluetooth 1442 and Add-On 1414 may be
further connected to standard telephone line connection
1422. Add-On 1414 may comprise a processor and a database.
When a connection is made to a destination having an
audible IVR menu, then Add-On 1414 will display the visual
IVR menu of the destination at picture frame 1420. In an
embodiment of the invention, picture frame 1420 may resume
presenting the photos after the completion of the call. It
should be noted that various home television provides fnnctionality
similar to picture frame 1420. Therefore, television
can be used as an alternative to picture frame 1420. Similarly,
10 ber. Other information may include, for example, the caller
profile, call history of the caller, advertisement associated
with the phone number and so forth. In an embodiment of the
invention, search module 904 searches visual menu database
a GPS display may also be used in place of picture frame 15
1420. In various embodiments of the invention, different
devices such as, but not limited to, an LCD display, a projector
screen, an LED display, laptop, a computer, a tablet computer,
and so forth.
308 in real-time.
At step 1506, it is determined by search module 904
whether the visual IVR menu and other information, corresponding
to the phone number, are available in visual menu
database, such as database 308. In case, the visual IVR menu
is available in the visual menu database, then the process
In an embodiment of the invention, smart phone 1440 may
be connected to picture frame 1414 through an Infrared network
1444 as shown in FIG. 14F Infrared network 1444 may
20 continues to step 1508.
Further, in an embodiment, on determining (at step 1506)
that the visual IVR menu for the destination is available in the
visual menu database 308, an asynchrony request may be sent
to remote repository 1004. The request may be sent to check
be implemented using infrared technology Infrared network
1444 may allow different devices to communicate via infrared
data transmissions. In another embodiment of the invention,
smart phone 1440 may be connected to Add-On c1414
connected to picture frame 1420 through a WiMAX network
1446 as shown in FIG. 14G. WiMAX network 1446 is based
25 whether a newer version of the menu with different content is
available. Subsequently, if such version exists in remote
repository 1004, then visual menu database 308 may be
updated accordingly. In case, the visual IVR menu is not
available, then device 102 may be connected to remote
30 repository 1004 by update module 914, at step 1518 as shown
with reference to FIG. 15A Thereafter, it is determined
whether the visual IVR menu is available in remote repository
1004, at step 1520. Subsequently, if the visual IVR menu is
available, then visual menu database 308 may be updated
on a telecommunication protocol called Worldwide Interoperability
for Microwave Access (WiMAX). WiMAX provides
fixed and mobile Internet access to various users (or caller).
Though FIGS. 14E-14G are explained for smart phone 1440,
but a person skilled in the art will appreciate that there may be
any communication device which can be connected to AddOn
1414. Examples of the communication device include, but
35 from the information available at remote repository 1004, at
are not limited to, a computer, a laptop, a PDA, a tablet
computer, a set top box, a telephone, an I-Pod, a music player,
and so forth. In an embodiment of the invention, various other
wireless protocols or technology or network, such as, but are
not limited to, IEEE 802.11, microwave commnnication, 40
Radio Frequency 4 for Consumer Electronics (RF4CE), Wi-
Fi, and so forth may be used to connect Add-On 1414 to
devices.
step 1522. Further, if at step 1520, it is determined that the
visual IVR menu is not available at remote repository 1004
then the process continues to a step 1524. At step 1524, an
audible IVR menu selection is detected on device 102. The
FIGS. 15A, 15B, and 15C illustrate a flow diagram for
presenting, selecting and updating the visual IVR menus, in 45
accordance with an embodiment of the invention. It may be
appreciated by a person skilled in the art that the presenting,
selecting and updating visual IVR menus are not restricted to
the embodiment as depicted in FIG. 15A, FIG. 15B, and FIG.
15C. Hereinafter, FIG. 15A, FIG. 15B, and FIG. 15C may 50
collectively be referred to as "FIG. 15". The order of steps as
shown in FIG. 15 does not limit the scope of the invention.
Further, various other steps may be added, in accordance with
various other embodiments of the present invention, for presenting,
selecting and updating the visual IVR menus to a 55
audible IVR menu selection may be determined based on
Dual Tone Multi Frequency (DTMF) tones or keys pressed by
the caller of device 102. Thereafter, in case a selection is
detected, then the dialed number may be detected as a possible
destination number. The dialed number may be provided
to remote repository 1004 at step 1526. Thereafter, the process
continues to step 1528, where remote repository 1004 is
updated for information. Thereafter, in an embodiment, the
process control may proceed back to step 1522 to follow
further steps, as mentioned above.
In an embodiment, Visuphone detects the correctness of
information based on the error received on connection to the
IVR destination or behavior of the caller. In case, visual IVR
menu is available, then the process continues to step 1508 (as
explained above). Otherwise, in case the visual IVR menu is
not available, then in one embodiment, the process may prouser.
ceed to step 1518 to connect to remote repository. Further, in
Caller 106 may dial, select or receive a number to connect
to a destination from a device, such as device 102a, 102b,
102c (explainedearlierinconjnnction withFIGS.1A, 1B and
1C). Hereinafter, device 102a, device 102b and device 102c
may collectively be referred to as "device 102". The destination
may include an audible IVR menu for interaction with a
caller. Further, device may include Visuphone, such as Visuphone
104, to present a visual IVR menu corresponding to the
phone number of the destination. Therefore, a caller can
directly interact with an IVR of destination through the visual
IVR menu without listening to the audible IVR menu.
another embodiment, when the visual IVR menu is not available
in remote repository also, the process may continue to
step 1524 to follow the further steps (as explained above) to
60 finally update remote repository 1004, at 1528, for information.
The information stored in remote repository 1004 may
be gathered from various destinations. For example, various
destinations may be called to detect audio IVR menus and
accordingly generate the information for remote repository
65 1004. In an embodiment, Visuphone 104 sends an error report
to remote repository 1004 to initiate the update. The error
report may include the error details of connection, behavior of

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the caller and other information required to update remote
repository 1004. In another embodiment, the caller may provide
ratings for the correctness of the visual IVR menu and
other information. Subsequently, the ratings are sent to
remote repository 1004. In an embodiment of the invention,
ratings from multiple devices are received at remote repository
1004. Thereafter, remote repository 1004 may be
updated based on the ratings. In an embodiment of the invention,
remote repository 1004 may be updated based on a
pre-defined time interval. In another embodiment of the 10
invention, remote repository 1004 is updated by an administrator
of remote server 1102.
On updating the remote repository, the visual menu database
may be updated accordingly. Further, at step 1508, if the
visual IVR menu is available in the visual IVR menu data- 15
38
external devices such as hard disks, mouse, keyboard,
speaker, microphone, displays, Universal Serial Bus (USB)
devices and so forth. Further, device 1602 can connect to
various destinations 1620a-n through PSTN 1618. Destinations
1620a-n may provide audio IVR menu services. In an
embodiment of the invention, device 1602 can connect to
various devices that include Visuphone for providing updates
to visual menu database 308.
308 may also store a digital signature corresponding to each
entry or record (visual IVR menus) in visual menu database
308. Digital signature may be used to check accuracy of the
entry. For example, digital signatures for every visual IVR
menu for each destination of destinations 108a-n may be
stored in visual menu database 308. Further, while accessing
a visual IVR menu of a dialed destination, a new digital
signature may be generated which may be compared with a
stored digital signature of the visual IVR menu to check
accuracy of the visual IVR menu. In an embodiment of the
base, then the visual IVR menu (corresponding to the audible
IVR menu of destination) is displayed on device 102. In an
embodiment of the invention, advertisements related to the
type of destination are also displayed on device 102. At step
1510, inputs from the caller are detected on the visual IVR
menu. In an embodiment, the inputs may include nodes (as
explained previously in conjunction with FIGS. 2B, 2C and
2D) of the visual IVR menu selected by the caller. In another
embodiment, the inputs include the advertisement selected by
the caller. Subsequently, device 102 may be connected to 25
destination based on the inputs provided by the caller, at step
1512.
20 invention. Digital signatures are generated and compared in
real time. A mismatch in digital signatures while comparing
the digital signatures indicates that the visual IVR menu has
been modified and a new visual IVR menu is available for
update. Therefore, based on the comparison results, visual
menu database 308 may be updated by Visuphone 104. In an
embodiment of the invention, Visuphone 104 may use speech
recognition to check if a record needs to be updated. In an
embodiment of the invention, quality of the speech recognition
for one or more records of the database may be scored. In
30 an embodiment of the invention, updates may be received
from the dialed destination. In an embodiment of the inven-
For example, if the user dials the phone number for a
pizzeria, say 'Pizza Hut', the IVR menu may display a menu
corresponding to 'Pizza Hut' along with one or more advertisements
related to one or more pizzerias'. The advertisement
may include a discount offer on purchasing a particular
type of pizza from some other destination, say' Dominos' The
user may select the discounted pizza from Dominos to avail
the offer shown in the advertisement. In an embodiment, the 35
user may click on the advertisement to select the advertisement.
Subsequent to the user's selection, the device 102 may
tion, Visuphone 104 at device 102 may receive updates from
a server or a remote repository.
Device 1602 may include a memory 1604 that stores various
programs, data and/or instructions that can be executed
by a processor 1610. Examples of memory include, but are
not limited to, a Random Access Memory (RAM), a Read
Only Memory (ROM), a hard disk, a computer-readable
medium and so forth. A person skilled in the art will appre-ciate
that other types of computer-readable media which can
store data that is accessible by a computer, such as magnetic
cassettes, flash memory cards, digital video disks, and the
like, may also be used by device 1602. Memory 1604 may
include Database Construction System (DCS) 1606 for gath-be
connected to Dominos. Further, the user may be provided
with a hyperlink, to the advertisement, that may enable the
user to link to web page corresponding to 'Dominos' outlet. In 40
an embodiment, the user may further receive the detailed
visual IVR menu corresponding to Dominos outlet. In
another embodiment, the user may directly place an order for
dominos pizza having a discount offer, as shown in the advertisement.
45 ering audible IVR menu information, which could be called
At step 1514, it is determined if the visual IVR menu
displayed on device 102 is correct. In case, the visual IVR
menu is not correct, then the process continues to step 1518 to
connect the device to remote repository to check any updated
visual IVR menu. Thereafter, the process steps as discussed 50
above may be followed. However, in case the visual IVR
menu is correct, then the connection between device 102 and
destination is maintained, at step 1516. Moreover, further
inputs from the caller may be received, to continue the communication
till the caller or destination disconnects the con- 55
the IVR customization record, from the destinations and store
it in a records database 1608. In an embodiment of the invention
DCS 1606 may be an application stored as software or
firmware on device 1602.
nection.
With reference to FIG. 16 exemplary components of a
device 1602 for implementing a database construction system
1606 are illustrated. Device 1602 can be a computing device
such as, but not limited to, a server, a personal computer, a
laptop, a mobile phone, a smart-phone, and so forth. Device
1602 can connect to network 1614 through a network interface
1612. Further, device 1602 can connect to a PSTN 1618
through gateway 1616 and network 1614 through network
interface 1612. Examples of network 1614 include, but are
not limited to a LAN, WAN, the Internet and so forth.
Although not shown, device 1602 can connect to various
DCS 1606 may include various modules or instructions
that may be executed by processor 1610 for generating information
in records database 1608, as explained in detail with
reference to FIG. 17. The processor 1610 may generate at
least one record based on personal information or the user or
caller 106 and may store the same the at least one record in the
records database 1608 (or the database of the device). As
discussed above, DCS 1606 may be implemented as software,
or firmware on a device. DCS 1606 may be implemented as a
standalone module or as several independent instances per-
60 forming similar jobs without coupling to the IVR destinations.
Further, the non-coupling may be managed by a centralize
module that may allocate different IVR destinations to
each implementation instance of DCS 1606. In an embodiment
of the invention, DCS 1606 and record database 1608
65 may be implemented on different devices.
Records database 1608, may include multiple records. Further
each record may include an IVR identity code, multiple

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internal destinations and an activation code for each said
internal destination. The IVR identity code may be for
example, the phone number of the destinations. The activation
code may be for example, a telephone key that should be
dialed such as a dial tone associated with the phone number.
The internal destination is usually an extension to which the
call will be forward once the caller makes a choice, according
to the provided menu, and apply the activation code that is
usually a dial tone transmitted to the IVR from the Visuphone
once the caller dials or selects a proper number or option.
Each internal destination may further include another internal
destination or extension that may be referred to as a subinternal
destination. Moreover, each sub-internal destination
may be associated with a sub-record.
Furthermore, the internal destinations may be associated
with an icon code. As discussed above, the icons provide a
convenient display for the caller of a visual IVR menu. In
some audible IVR menus the activation code may be a voice
command that could be activated by the caller by voicing his
selection, or the Visuphone may transmit a pre-recorded voice
command or a synthesized voice command when the caller
makes a selection from the option menu of the visual IVR
menu provided by the Visuphone. Further, records database
1608 may include a record of the metadata or keywords
associated with the various options in the menus. The metadata
and/or keywords may be used by the Visuphone to enable
the caller to search for a desired menu by providing keywords.
In an embodiment of the invention records database 1608 is
remote repository 1004.
FIG. 17A illustrates exemplary components ofDCS 1606,
in accordance with an embodiment of the invention. DCS
1606 may include a Database Construction Agent (DCA)
1720 for generating information in records database 1608, as
explained in detail with reference to FIG. 17B and FIG. 17C.
Some destinations may provide downloadable records or
information for the callers. Download module 1710 of DCS
1606, downloads the information or records provided by the
destinations. For example, download module 1710 may
download recorded voice phrases, audio data of the audible
IVR menu, activation codes, complete audible IVR menu file
in a variety of formats and so forth. In an embodiment of the
invention, DCS 1606 may connect to various devices that
include Visuphone. Therefore, DCS 1606 may receive information
from Visuphone, such as personal records, customized
records of the callers, and frequently used numbers, keys
and so forth. In an embodiment of the invention, download
module 1710 may obtain permissions before downloading
the information. The permission may be obtained from the
caller, the destination or both. For example, download module
1710 may display a notification on screen on the device to
the caller or administrator to permit or reject a download.
Moreover, download module 1710 may send an authorized
communication such as, but not limited to, a private key to the
destination to authorize and obtain permission for download.
Personalization module 1708 may generate personalized
records for the callers by associating the personal information
40
DCA 1720 may include a Target List Module (TLM) 1722
that assigns the IVR destination or a target list to each
instance of DCA 1720 for connecting and gathering information.
The target list may include the IVR identity code, which
can be as phone number or any type of information on how to
connect to the IVR directly or indirectly. Further, the target
list may include additional details such as internal destination.
In an embodiment of the invention, the additional information
of the internal destination may be implemented as one
10 or more activation codes associate with the IVR identity code.
15
DCA 1720 may include an IVR Tracking Module (ITM) 1724
that tracks IVR content from a root location associated with
the Target information assigned by TLM 1722. ITM 1724
constructs the full IVR content from a given IVR root.
ITM 1724 may include IVR Logic Module (ILM) 1726.
ILM 1726 may detect the type of IVR of the destination.
Typically, various types of audible IVR menus are implemented
by destinations. The audible IVR menus may be
categorized into various types, such as a simple IVR, IVR
20 with audio response, IVR with additional data authentication
and so forth. ILM 1726 detects the type of audible IVR menu,
and accordingly the information is generated for records database
1608. Various categories of the audible IVR menu are
explained in detail in conjunction with FIG. 19. ITM 1724
25 may call the destinations to determine the category the
audible IVR menu. Thereafter, ILM 1726 constructs the database
based on the category of the IVR. In an embodiment of
the invention, ITM 1724 may call the destinations multiple
times to determine the category of the invention. Various
30 audible IVR menus may include a legal notice. For example,
the audible IVR menu of a mortgage bank usually include an
header stating that this is debt collector and anything stated
during the call could be used for future collections. Other
statements can be such as those that relate to the option to
35 record the call and so forth. ILM 1726 may detect the legal
statements and store them in records database 1608 in association
with IVR identity code. The legal notice or the disclaimer
may be a text message, a multimedia message, a voice
message, and so forth. In an embodiment of the invention, the
40 legal notice may be associated with the IVR menu( s ). Further,
Visuphone 104 is configured to detect a legal notice associated
with the IVR menu. In an embodiment of the invention,
Visuphone 104 may convert the legal notice to text by using
the speech recognition. In an embodiment of the invention,
45 Visuphone 104 may change the format of the legal notice. For
example, Visuphone 104 may change an audio legal notice
into a text legal notice or vice versa.
ILM 1726 as part of its internal algorithm will drive the
interaction sessions with the IVR. ILM 1726 may include
50 data structure optimized with the tracked IVR menus to
decide a right path or a next choice at any existing stage of the
IVR tracking. The decisions made by ILM 1726 may be
optimized as a mathematically directed graph tracking process.
The tracking process may use an option from the audible
55 IVR menu that corresponds to a "return to a previous menu"
option of the audible IVR menu. As a result, the number of
sessions required for tracking the audible IVR menu is
of the caller with the information, such as the telephone reduced.
numbers stored in records database 1608. The records can
then be forwarded to the caller's device by download module 60
1710.
The process ofiVR tracking may require multiple communications
with the audible IVR menu to completely determine
the content. Further, during the tracking process the content
of the audible IVR menu may be discovered partially. Therefore,
ITM 1724 may include a Tree storage Module (TSM)
1728 to manage a temporary database record. Thereafter,
Personalization module 1708 may be implemented as
instructions executable by a processor. For example, the processor
can be processor 1610 or a second processor dedicated
for personalization module 1708. Moreover, the second processor
may be CPU 304, CPU 504 or implemented in another
device in communication with DCS 1606.
65 when the process or a phase is complete, TSM 1728 may use
Repository Connection Module (RCM) 1738 to submit the
content as a batch of records to records database 1608. In

US 8,687,777 Bl
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case, a connection to records database 1608 is not available,
then TSM 1728 may accumulate the information until a connection
can be established.
42
each of the sub-records may have activation codes associated
with them. Furthermore, records in records database 1608
may include a code to indicate a business domain of the
destinations, such as airlines, banks and so forth. In an
embodiment of the invention, TLM 1722 may use a webbased
list such as yellow pages to call the destinations. Further,
Visuphone 104 may update the IVR database based on
the one or more properties of destinations in the yellow pages.
In an embodiment of the invention, Visuphone 104 may add a
Dialog Module 1730 of ITM 1724 interacts with the
audible IVR menu. Further, dialog module 1730 manages the
IVR requests and sends responses according to the decisions
ofiLM 1726. Further, dialog module 1730 may use a Speech
recognition Module (SRM) 1732 to interpret the audio of the
IVR request to generate multiple records for records database
1608. In an embodiment of the invention, the audio is interpreted
to generate text information. Moreover, SRM 1732 can
provide a score to the text generated for each audio, according
to the amonnt of guessing that is required for translating the
IVR audio request. SRM 1732 may use a single grammar or
10 business category code for each destination in the IVR database
based on the yellow pages. Generally, the phone numbers
of the destinations in the yellow pages are organized
based on the business domains of the destinations. Accord-a
combination of dedicated grannnars, for example, but lim- 15
ited to, a specific IVR service topic, IVR service sub topic,
IVR stage, IVR location, the specific IVR, the hour of the day,
and so forth. Furthermore, SRM 1732 may use multiple pre-set
terms stored in the memory. Examples, of preset terms
include, but not limited to, "yes", "no", name of the caller, and 20
so forth. The text generated by SRM 1732 from speech recognition
may be parsed by dialog module 1730 to enable ILM
1726 to select a next path or option. In an embodiment of the
invention, SRM 1732 may use speech recognition for determining
whether a record in the visual menu database 308 25
needs to be updated or not. In an embodiment of the invention,
SRM 1732 may further score the quality of the speech recognition
for one or more records of the database.
Dialog module 1730 may be required to respond to the IVR
requests during a tracking session. Dialog module 1730 may 30
use a Response module 1734 to generate the required
response. Various audible IVR menus require a voice
response from the caller. For example, the voice response
may be required for the authentication of the caller. Response
module 1734 may provide a recorded voice response to the 35
audible IVR menu. For example, the voice response may be
recorded voice phrase or preset of terms such as, but not
limited to, "yes", "no", name of the caller, and so forth.
Further, the voice response may be a synthesized voice
response, generated by response module 1734. Therefore, 40
response module 1734 may include a voice synthesizer. In
this case, the activation code may be the recorded voice
phrase and/or the synthesized voice phrase. Moreover,
response module 1734 may include a voice decoder to recognize
the voice. For example, the voice prompts generated 45
by an audible IVR menu. In some other cases, the IVR menus
may require a simple key tone (DTMF). The response module
1734 may include recorded tones or an internal module to
generate the require tones.
ingly the business domain code could be added to record
database 1608. As graphics and icons are very effective in
enhancing caller interface, ITM 1724 may associate various
phrases with specific icons. For example, ITM 1724 may
include a dictionary of various terms or phrases that are
frequently used in IVR menus, such as "customer care",
"main menu", and so forth. The terms may be decoded by
Dialog module 1730 and icons may be associated with them.
Accordingly, records database 1608 may include a code for
icons associated with the IVR menus of the destinations. In an
embodiment of the invention, Visuphone may match one or
more record with a standard menu based on said business
category of the destination. ITM 1724 may include compo-nents
to connect to the audible IVR menu. As shown with
reference to FIG. 17B, ITM 1724 may include a VOIP connection
module 1736 to interact with a VOIP application
1740. VOIP application 1740 may be implemented within or
outside DCA 1720. In such a case, VOIP connection module
1736 may use VOIP application 1740 to interact with the
audible IVR menus. In an embodiment of the invention, the
VOIP application may be implemented by using a VOIP
phone. The user may use a VOIP phone for dialing a phone
number of a destination.
Further, as shown with reference to FIG. 17C, ITM may
include an IVR Connection module 1737, to interact directly
with the audible IVR menu. IVR connection module 1737
may connect to multiple audible IVR menus through a network,
a PSTN or any other communication or protocol. Moreover,
IVR Connection module 1737 may act as a gateway
between DCA 1720 and the destination of audible IVR menu.
FIG. 18A illustrates a flow diagram for creating a database
for visual IVR menus, in accordance with an embodiment of
the invention. As shown, FIG. 18A illustrates various steps of
creating the database for visual IVR menus by a computer
system. The audible IVR menus of destinations may be analyzed
to generate records database 1608 for corresponding
visual IVR menus. At step 1802a, a computer system may dial
a phone number of a destination. The destination may include
an IVR system. The IVR system may include audible IVR
menus. The audible IVR menu may include one or more voice
or audio options. In an embodiment of the invention, a combination
of hardware and software that is connected to a
phone system may automatically dial the IVR phone num-bers.
At step 1804a, the voice options of the audible IVR menu
may be recorded by the computer system. At step 1806a, the
audible IVR menu may be analyzed. In an embodiment of the
invention, the computer system may analyze the audible IVR
system. In an embodiment, the computer system may include
Visuphone to record and analyze audible IVR menu of the
IVR system. At step 1808a, multiple entries of the audible
Various destinations may provide a different audible IVR 50
menu in the working hours and a different menu after working
hours or during the holidays. DCA 1720 may detect the
various times or time periods for which the audible IVR
menus are presented in different mode. SRM 1732 may
decode the voice from the audible IVR menu to recognize the 55
IVR message. Further, ILM 1726 may analyze the response
message for the periods and different operating mode. Therefore,
ILM 1726 may call the destinations based on the recognized
periods to generate records database 1608. Further,
records database 1608 may include the time information for 60
which a particular audible IVR menu is active. Accordingly,
ITM 1724 may call the destinations multiple times based on
the time information. Various audible IVR menus include
multi-level menus, as discussed with reference to FIG. 2A.
Therefore, each level of menu may include sub-menus, which
may further include sub-menus, and so forth. Accordingly,
records database 1608 may include multiple sub-records, and
65 IVR menu are entered into a database at the computer system.
Thereafter, at step 1810a, a visual IVR menu may be generated
for different entries of the audible IVR menu. In an

US 8,687,777 Bl
43 44
embodiment of the invention, speech recognition may be used
to generate an entry in the visual menu database. In an
embodiment of the invention, Visuphone may also score the
quality of the speech recognition for one or more records of
the database. At step 1812a, the process of recording voice
options, analyzing audible IVR menu and generating the
visual IVR menu may be repeated for each level of the audible
IVR menu. In an embodiment of the invention, the computer
system may generate the voice tone that simulates the relevant
touchtone of a phone number pressed. This process may be 10
done in several levels until covering all the entries in all the
levels of the specific IVR system. This process may be done
for all the IVR phone numbers in the list.
be used to convert the audible instructions to text format.
Subsequently, the information generated from the analysis of
the first level is stored in records database 1608, at step 1806b.
The information may include the details about the sub-menu
and the numbers to be dialed to access the sub-menu. For
example, with reference to FIG. 2A, the information for
option 204A may include, instruction part 'pizza order' and
number part '2' in the database. At step 1808b, it is deter-mined
whether there are any sub-menus in the audible IVR
menu. The sub-menus may be detected based on the information
analyzed from the audible IVR menu. In an embodiment
of the invention, sub-menus are detected based on the information
stored in the database.
In case the audible IVR menu contains sub-menus, then the
sub-menus are analyzed, at step 1810b. The sub-menus may
be analyzed in a similar manner as the first level of audible
IVR menu as discussed above. Subsequently, at step 1812b,
the information corresponding to the sub-menus is stored in
records database 1608. At step 1814b, it is determined
In an embodiment of the invention, Visuphone may generate
visual IVR menus in a language different from the Ian- 15
guage of the audible IVR menus. For example, Visuphone
may generate an English visual IVR menu corresponding to a
Spanish audible IVR menu. Further, Visuphone may store
visual IVR menus in different language in a database at
device. 20 whether there are any further sub-menus in the sub-menus of
the audible IVR menu. DCS 1606 may make select an option
for every menu to connect accordingly and determine if a final
destination is reached or there is another layer of menu
FIG. 18B illustrates a flow diagram for creating a database
for visual IVR menu in accordance with another embodiment
of the invention. Records database 1608 may be created by
usingDCS 1606 (asexplainedearlierinFIG.16). The audible
IVR menus of destinations may be analyzed to generate 25
records database 1608 for corresponding visual IVR menus.
options to be processed. Once the final destination it reached,
DCS 1606 may "hang-up" the connection and register the
results. Further, DCS 1606 may dial again to iteratively dis-
At step 1802b, a phone number may be dialed to establish
connection with the destination to connect to an audible IVR
menu of destination. The phone numbers and destinations
may be selected automatically from a database of phone
numbers. For example, yellow pages for a selected territory,
category, business or other suitable classifications. As discussed
with reference to FIG. 2A, the audible IVR menu may
include various options for a caller to select. Typically, the
options are structured and presented in form of levels to the
caller. For example, with reference to FIG. 2A, options 204a,
206a, and 220a may form a first level of the audible IVR
menu 222a. Further, options 208a and 210a may be referred
to as sub-menus to option 204a. Similarly, each sub-menu
may further comprise sub-menus, such as options 214a and
216a. Therefore, DCS 1606 is presented with audible instructions
at first level. Thereafter, based on the selection by DCS
1606, corresponding audible instructions of sub-menus may
be provided. The first level of the audible IVR menu is analyzed
at step 1804b. The audible IVR menu may be analyzed
by voice recognition.
In an embodiment of the invention, the voice or speech
recognition for constructing records database 1608 is based
on context-enhanced voice recognition. Further, quality of
the speech recognition for one or more records of the database
may also be scored.
As the process of calling the destination is initiated by
selecting a number from a list such as yellow pages, the voice
recognition system would be provided file of potential menu
terms, which could be farther narrowed base on knowledge of
the business domain and the potential options such destinations
may offer. Therefore, the process of voice recognition is
greatly enhanced, when the recognition is done with respect
to a relatively small number of choices. SRM 1732 in DCA
1720 may be pre-loaded with a small set of terms most likely
used by the destination and, therefore, may be required to
make the recognition out of the relatively small set of terms.
In an embodiment of the invention, speech recognition may
be used for determining whether a record in the visual menu
database needs to be updated or not.
Further, the voice may be converted to a text format. In an
embodiment of the invention, a voice-to-text application may
cover the full menu of the IVR. In case, there are further
sub-menus then each sub-menu is analyzed as discussed
above. The process is iterated till the complete audible IVR
30 menu with the sub-menus is analyzed. Further, the destinations
may be dialed multiple times to ensure that complete
audible IVR menu and sub-menus are analyzed.
Moreover, records database 1608 may be automatically
checked and verified after complete analysis of the audible
35 IVR menu. For example, all or various options or sub-menus
in the audible IVR menu may be selected randomly or based
on a pre-defined pattern to verify the information in records
database 1608. In an embodiment of the invention, DCS 1606
may use quality marks for every term recognized during the
40 process. For example, low marks may indicate relatively
higher probability that the recognition was wrong. Further,
follow-up steps may provide higher priority to check and
validate the terms that received low marks. Such check may
be performed by an additional automatic system or by human
45 operators. In an embodiment of the invention, one or more
records in records database 1608 may be generated by a
human operator by listening to the IVR menus (or audible
IVR menus). Further, speech recognition may be used to
check if a record needs to be updated in the records database
50 1608. In an embodiment of the invention, the destinations
may be connected automatically through various probe servers
to analyze the audible IVR menus. The probe may be
implemented as a script, a computer program, or firmware, on
remote server 1002, as shown with reference to FIG. 10.
55 Further, the audible IVR menus may be analyzed by human
operators, in case of malfunction or other issues with the
automatic functioning.
In an embodiment of the invention, records database 1608
may be updated automatically based on a pre-defined update
60 time interval. The update may be required to validate the
correctness of information in the database. Moreover, records
database 1608 may be updated based on ratings from callers
of Visuphone. For example, the caller may identify that a
visual IVR menu is incorrect or incomplete, and may subse-
65 quently provide a rating to the visual IVR menu. Further, an
administrator or caller of records database 1608 may update it
manually.

US 8,687,777 Bl
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Various audible IVR menus require audio commands from
the caller instead of selecting options. DCS 1606 analyzes
such IVRs to generate records database 1608. In an embodiment
of the invention, a two-phase process may be applied to
generate records database 1608. In the first phase a standard
menu is generated for the IVR that may relate to a particular
class of the destinations. A class can be a business class, for
example, banks, airlines, hospitals and so forth. The first
phase could be extended to cover as many domains as possible
so that standard menus exist for most business classes of 10
ILM 1726 can identify such requests based on a combination
of the identity code and an ordered list of activation codes. As
shown, the records database content 2002 may include exemplary
request 2004a "Please enter the invoice number",
request 2006a "Please enter the payment amount", request
2008a "Please choose your payment card: Press 1 for VISA
and 2 for MasterCard", request 2010a "Please say or enter
credit card number", and request 2012a "Please enter your
Credit Card expiry date".
Corresponding to these requests a display may be gener-destinations.
In the second phase, the IVR that requires a
natural language voice command may be interrogated by
repetitively applying the standard menus according to the
class. Therefore, the relevance of the standard menu for the
specific IVR is confirmed. In the process, a stored voice or
synthesized voice could be used for each menu option. Thereafter,
the menu may be stored in records database 1608 based
on the confirmation. Some IVR menus may require any or
both of natural language commands and dial tones. In such a
case, both options could be made available in the records
database 1608, and eventually in the visual IVR menu database
for the caller at the time of use. As discussed with
reference to FIG. 17, DCS 1606 may determine the type of
audible IVR menu for generating records database 1608.
FIG. 19 illustrates an exemplary set of IVR categories
1902. As shown a category A 1904 refers to typical audible
IVR menus that present IVR options to the caller that can be
selected from simple dial tone selections. In this case, DCS
1606 may provide various dial tones to the IVR for analyzing
it, and generating records for records database 1608. A category
B 1906 refers to an audible IVR menu that requires the
caller to answer some initial questions, before presenting
simple dial tone options for further menu. For example, the
caller may be required to select a language preference, before
presenting the menu. A category C 1908 may require the
caller to provide some personal information before presenting
the menu. For example, the caller may be required to input
an account number, a phone number, a customer number and
so forth. A category C 1910 refers to an IVR menu that may
require voice inputs or natural language selection from the
caller. In this case, DCS 1606 generates an activation code
that points to a recorded voice phrase or a code that can
instruct to synthesize the proper voice phrase required.
Additional variations of the categories include an IVR
menu that provides a legal notice. For example, the audible
IVR menu of a mortgage bank usually include an header
stating that this is debt collector and anything stated during
the call could be used for future collections. Other statements
can be such as those that relate to the option to record the call
and so forth. The statement may be registered and added to
records database 1608, so that the legal statement can be
presented with the visual IVR menu. Further, additional statements
may be added at the end of the statements regarding the
last time when the IVR was verified. The legal notice or the
disclaimer may be a text message, a multimedia message, a
voice message, and so forth. In an embodiment of the invention,
the legal notice may be associated with the IVR menu(s ).
Further, Visuphone 104 is configured to detect a legal notice
associated with the IVR menu. In an embodiment of the
invention, Visuphone 104 may convert the legal notice to text
by using the speech recognition.
an IVR menu stored in records database 1608, in accordance
with an embodiment of the invention. Sometimes, an audible
IVR may request the caller for some specific or personal
information that is other than selection of IVR options. ILM
1726 may mark such requests and process them separately.
ated on the caller's device, an exemplary illustration is as
shown with reference to FIG. 20B. In one embodiment, a web
form 2014 is generated corresponding to the requests. Web
form 2014 may be presented on a web browser of the caller's
15 device. In another embodiment of the invention, the display is
presented as an independent form on the display of the device.
Therefore, the device may not require a web browser application.
Web form 2014 may include single or multiple pages.
Further, in case the information is displayed directly on the
20 device, then various screens, layers or scroll may be used to
display the information. Web form 2014 may include an input
box 2004b corresponding to request 2004a, input box 2006b
corresponding to request 2006a, input box 2008b corresponding
to request 2008a, input box 201 Ob corresponding to
25 request 2010a, input box 2012b corresponding to request
2012a, and a submit button 2016. The Visuphone on the
caller's device may automatically complete some or even all
the require details based on stored profile or previous inputs
of the caller. Therefore, the caller may only (if at all) be
30 required to complete the missing information manually. Subsequently,
the Visuphone may connect to the IVR after the
caller clicks on the submit button 2016. Further, the Visuphone
may navigate to the process root within the IVR menu,
revalidate the process input requests, and transmit the caller
35 data to the IVR without any action from the caller. Moreover,
the Visuphone may hide the IVR validation question such as
questions like "are you sure", "did you mean XYZ?" and so
forth. After the submission, a response such as, but not limited
to, a receipt number, specific flight landing time, and so forth
40 may be presented to the caller. The response from the IVR can
be in various forms, for example, but not limited to, a recorded
audible response or a transcript of the audible response.
In another embodiment of the invention, electronic yellow
pages directory allows the dialing the number directly from
45 the directory and further provides the visual IVR menu of the
destination. In an embodiment, one or more destinations
along with their associated properties may be displayed at the
device prior to displaying visual IVR menu. In an embodiment,
the one or more destinations are displayed based on the
50 position of the dialed destination number and position of the
one or more destinations. The caller can select the exact
destination before dialing or follow the visual IVR menu after
dialing. For example, an airline company might have various
options, menus and layers in the large organization. Selecting
55 the exact department in the organization before dialing can
save the caller the time and overhead oflistening to the menu
and making decisions based on the voice menu. The yellow
pages company can have a copy of the visual IVR menu
database or can be connected to a visual IVR menu service in
60 order to provide the menu to the caller.
In an embodiment, multiple options of destinations related
to the dialed destination business category may be displayed
by Visuphone 104 prior to displaying a visual IVR menu as
described in detail in FIG. 21. Further, Visuphone 104 may
65 add a business category code for each destination in the IVR
database based on the yellow pages. For example, when caller
106 dials a phone number of pizzeria then Visuphone 104 may

US 8,687,777 Bl
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first display all the pizzerias available in nearby area. Caller
106 may select one pizzeria from the list of pizzerias. Thereafter,
Visuphone 104 may display a visual IVR menu associated
with the selected pizzeria (or destination). Further, Visuphone
104 may display geographical information and
properties corresponding to destination phone number dialed.
48
associated with the destination may be displayed on the map.
Caller 106 may interact with the displayed maps and can
select a destination from the map based on the one or more
properties. Further, caller 106 can select a destination by
clicking or scrolling on the map. In an embodiment of the
invention, a route map from caller 106 to the selected destination
may be displayed on device 102 screen.
In an embodiment of the invention, device 102 can request
for updates from a server through a communication network.
In an embodiment, the geographical information may be displayed
before a connection is established between device 102
and the dialed destination such as destination lOSb. Moreover,
the visual IVR menu is displayed after caller 106 selects
one or more destinations based on the information. In an
embodiment of the invention, Visuphone 104 displays information
for destinations 1 OS a-n based on a business category.
For example, if the phone number dialed by caller 106 corresponds
to a teleshopping network, then the information displayed
may relate to the specific teleshopping network dialed
and/or to other teleshopping networks. In another embodiment
of the invention, Visuphone 104 displays the information
based on a relative geographical distance of caller 106
from that of dialed destination. The distance may be within a
predefined range. For example, the pre-defined range can be
0 to 5 km, 0 to 500 m, a caller defined value, and so forth.
10 The server may maintain the updated information of destinations
and their associated properties. The communication
network can include more than one device 102. Examples of
the communication network include, but are not limited to,
the Network, PSTN, Local Area Network (LAN), Wide Area
15 Network (WAN), and so forth.
Alternatively an enhanced web based yellow page could be
provided, wherein the caller can first choose the provider
he/she requires to contact. Thereafter, if that destination provides
an IVR, then the enhanced yellow page will use the
FIG. 21 illustrates an exemplary display of representations
2l02a-n of destinations lOSa-n on device 102, in accordance
with an embodiment of the invention. In an embodiment,
representations 2102a-n may be displayed or presented to
caller 106 prior to displaying visual IVR menu of a selected
destination. Further, representations 2102a-n may be displayed
based on the distance or position of the destinations
from the dialed destinations. In an embodiment, representations
2102a-n may include information about various destinations
which have same business category as of the dialed
destination. For example, if caller 106 dials for a Chinese
restaurant than Visuphone 104 will display representations of
20 visual IVR menu database to present a visual IVR menu on
the web page. Moreover, the caller can click to choose the
internal destination of that provider and the enhanced yellow
page may accordingly initiate the call. In an embodiment of
the invention, Visuphone may add a business category code
25 for each destination in the IVR database based on the yellow
pages. The call could be made using the conventional telephone
network or PSTN. In this case, the enhanced yellow
page may need the caller's telephone number to perform the
connection. Alternatively, the enhanced yellow page could
30 use VOIP to connect the caller over the web to the IVR of the
all restaurants serving Chinese food located within the pre- 35
defined range of distance relative to caller 106.
Further, representations 2102a-n may include properties
associated with destinations lOSa-n. Examples of the properties
include, but are not limited to a location code, a branch
code, rating, reviews, an address, phone numbers, distance 40
from caller 106, and so forth. In an embodiment of the invention,
a caller representation as user 2104 corresponding to
caller 106 may be displayed on device 102. Examples of the
representation 2102 include, but are not limited to, graphical
or text representations such as a table of rows and colunms, 45
icons, area map, and so forth. Representations 2102a-n may
also include the distance of destinations 1 OS a-n with respect
to the location of caller 106.
Caller 106 may select a destination from the representations
2102a-n based on one or more displayed properties. 50
Subsequently, the visual IVR menu of the selected destination
may be presented to caller 106. For example, if caller 106
selects destination lOSe, then a visual IVR menu corresponding
to destination lOSe is displayed at device 102. In an
embodiment, the display may include representation of a 55
subset of destinations lOSa-n based on one or more criteria.
The one or more criteria include displaying destination based
on business category of dialed destination phone number. In
an embodiment, the one or more criteria may also include
displaying destinations based on location of device 102 or 60
caller 106.
destination. In an embodiment of the invention, caller 106
may use a VOIP phone for dialing a phone number of the
destinations.
In some IVR systems, the caller may have to wait or hold on
a queue of previous dialers until the specific department or
agent is available. In another embodiment of the invention,
the enhanced yellow page system will connect the caller only
after the specific agent is available, without waiting in a long
waiting line queue. The system can recognize that the waiting
queue message of the specific department, and to connect the
caller only after the agent is answering. Therefore, the waiting
time of the caller on the phone queue that sometimes may be
very long, may be reduced. The system can park on the line
for the waiting line on the specific entry in the menu; as soon
as the agent is available the caller gets a signal to start the
conversation with the agent.
FIG. 22 illustrates an exemplary visual IVR menu 2202 of
the selected destination with added graphics for the nodes on
device 102. Visual IVR menu 2202 includes one or more
options corresponding to every node in the destination. It is
well known that graphics are easier to learn and are faster to
recognize than words. Therefore, graphics can be used in
various computerized device interfaces. Various types of
graphics can be displayed for example, animated icons, icons
that highlight or animate when the node is highlighted, and so
forth. The graphics may be displayed for each node or a few
nodes based on the usability of visual IVR menu 2202. For
example, for node 2210 an icon of a vegetable may be displayed
to designate a vegetarian pizza, and for node 2216 of
home delivery, an icon of house may be displayed. In an
embodiment of the invention, visual IVR menu 2202 can be
customized to display only the text, only the icons, or both.
Furthermore, caller 106 can suggest or use various icons
based on his preferences. The visual IVR menu is specific to
In an embodiment of the invention, device 102 may be an
in-car navigation system such as a Global Positioning System
(GPS). Therefore, when caller 106 dials a phone number of a
destination, Visuphone 104 may provide a representation of
one or more destinations on a map on device 102 screen.
Further, the properties like location, reviews, ratings etc.
65 a destination. Further, each of destinations lOSa-n may have
more than one audio IVR menus. So different visual IVR
menu corresponding to one or more audio IVR menus is

US 8,687,777 Bl
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IVR menu for interaction with a caller. Further, device 102
may include Visuphone 104 to display one or more representations
possible. In an embodiment of the invention, Visuphone may
generate visual IVR menu 2202 in a language which may be
different from the language of audible IVR menu. Further, in
another embodiment of the invention, a caller may navigate
the IVR system of visual IVR menu before dialing to the
destination. The caller may navigate various nodes of visual
IVR menu 2202 and may select a desired node to which the
caller would like to connect before actually dialing to the
destination. Thereafter, the caller may dial the phone number
of the destination based on the selection. 10 2202 without listening to the audible IVR menu.
In an embodiment of the invention, Visuphone may be
launched through a website or it may be launched by selecting
corresponding to multiple destinations on screen or
display of device 102. Further, the one or more representations
may include properties associated with the multiple
destinations. Visuphone 104 also presents visual IVR menu
corresponding to the phone number of the selected destination.
Therefore, a caller can directly interact with a visual IVR
menu 2202 of selected destination through visual IVR menu
At step 2302b, Visuphone 104 identifies a phone number of
a destination dialed by caller 106 of device 102. In an embodiment
of the invention, the number is clicked according to the
display of device 102. The number is identified by CPU 304.
a sub part of a web site or web page. Caller may navigate a
website IVR system and may select the right person or option
in the IVR system before connecting to the IVR system by
using IVR application i.e. Visuphone. Visuphone further
allows caller to search for an appropriate service, product,
department or option in the IVR system of a company or
website or destination before dialing to the destination.
Thereafter, selecting the desired department or option, caller
may dial phone number of the destination.
15 In an embodiment of the invention, Visuphone 104 displays at
least one property associated with one or more destinations
1 08a-n based on the identified dialed phone number of the
destination. Further, at step 2304b, a location code associated
with current location of device 102 is determined. The loca-
20 tion code determines the present location of device 102.
When caller 106 is in his/her home country or state, the
location code of the device and location code of the dialed
destination phone number is same. In an embodiment, when
a person is on roaming, the location code of caller 106 is
25 different than the location code of the dialed destination
Further, features ofVisuphone may be provided by a service
provider, such as but not limited to, a cellular service
provider, a cable TV service provider, optical network service
provider, telecom service provider, an Internet Service Provider
(ISP), a Wi-Fi service provider, and so forth. In an
embodiment of the invention, Visuphone is not installed at
device. In such a scenario, caller may use functionalities of
Visuphone through various service providers. For example, if
Visuphone is not installed at a smart phone and user of the 30
smart phone wants to use the Visuphone, he/she may do so by
subscribing to Visuphone services from a service provider
such as an ISP. In an embodiment of the invention, Visuphone
application may be provided by various service providers on
subscription basis. In an embodiment of the invention, Visu- 35
phone may be used by various users through cloud implemen-tation.
phone number. This happens, in case when caller 106 is
travelling and device 102 is on roaming. Central processing
Unit (CPU) 304 of device 102 determines the location code of
device 102.
At step 2306b, CPU 404 determines a business category
associated with the dialed destination phone number. Destinations
108a-n can be categorized into various groups based
on their associated business category. Various destinations are
grouped into a business category based on the services and
operations of the destinations. At step 2308b, CPU 304
searches visual menu database 308, for phone numbers of the
destinations matching the business category of the dialed
destination phone number. Further, at step 2310b, CPU 304
checks whether the destination phone numbers matching the
FIG. 23A illustrate a flow diagram for providing representation
of destinations based on position, in accordance with an
embodiment of the invention. At step 2302a, a phone number 40 business category are available in visual menu database 308.
In case the one or more destination phone numbers are available,
then the process continues to step 2312b, else the process
control goes to step 2328b.
At step 2312b, CPU 304 searches for at least one phone
45 number from the one or more destination phone numbers
based on the location code. The location code is associated
of a destination dialed from a communication device may be
identified. Examples of the communication device may
include, but are not limited to, a smart phone, a PDA, a tablet
computer, a mobile phone, a laptop, a computer, and so forth.
The destination may include an IVR system. Further, the
device may include a Visuphone for connecting to the destination(
s). At step 2304a, a location code associated with
current location of the device may be determined. At step
2306a, the dialed phone number of the destination may be
compared with one or more destination phone numbers stored 50
in a database. The database may be present at the device.
Further, the database may store at least one property associated
with the destination phone numbers. Thereafter, at step
2308a, at least one property associated with one or more
destination phone numbers may be displayed based on the 55
comparison. Thereafter, the caller at the communication
device may select a destination based on one or more properties
and a visual IVR menu associated with the selected
destination may be displayed at the communication device.
The caller may interact with the visual IVR menu accordingly.
FIGS. 23B, 23C, and 23D illustrate a flow diagram for
providing representation of destinations based on position, in
accordance with an embodiment of the invention. Caller 106
with device 102. The location code determines the present
location of device 102. In an embodiment, CPU 304 searches
for at least one phone number from the one or more destination
phone numbers based on the location code of device 1 02b
and a location code of the dialed destination phone number.
At step 2314b, CPU 304 checks whether the at least one
destination phone number matching the location code of the
device is available in the visual menu database 308. In case
the at least one destination phone number is not available,
then step 2326b is executed. At step 2326b, a visual IVR
menu of the dialed destination phone number is displayed on
display 302, as shown with reference to FIG. 23C.
At step 2314b, when the at least one destination phone
60 number matching the location code of device 102 is available
in the visual menu database 308, the process continues to step
2316b. At step 2316b, the at least one destination phone
number with its associated properties are displayed. CPU 304
may dial, select or receive one or more destination phone 65
numbers to connect to a destination from device 102. Desti-displays
the at least one destination phone number and associated
properties on display 302 of device 102. Further, at step
2318b, caller 106 may select a destination phone number
nations, such as destinations 108a-n, may include an audible from the displayed representations of destinations. At step

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2320b, a visual IVR menu of the selected destination is displayed
on display 302 of device 102. CPU 304 displays the
visual IVR menu on display 302.
As discussed with reference to FIG. 22, visual IVR menu
2202 includes one or more options. At step 2322b, caller 106
selects an option from visual IVR menu 2202. Thereafter, at
step 2324b, device 102 connects to a destination corresponding
to the selected option of the visual IVR menu 2202.
Thereafter, caller 106 can interact according to his/her preference
with the destination through the visual IVR menu
2202. At step 2310b, when the one or more destination phone
numbers matching the business category of the dial phone
number, are not available in the visual menu database 308, the
process continues to step 2328b, device 102 requests for
updates from a server of communication network. The
updates include information associated with destinations
108a-n. The destination information includes destination
phone number, and their associated properties. Further, at
step 2330b, the updates are received from the server by device
102. Then, at step 2332b, the received updates are stored in
the visual menu database 308 on device 102. Thereafter, the
process continues to step 2308b.
In another embodiment of the invention, electronic yellow
pages directory allows the dialing the number directly from
the directory and further provides representation of one or
more destinations and the visual IVR menu of the destination.
Therefore, the caller can first select a destination from the
representation based on one or more properties such as
reviews of that particular destination. The caller can select the
exact destination before dialing or follow the visual IVR
menu after dialing. For example, an airline company might
have various option, menus and layers in the large organization.
Selecting the exact department in the organization
before dialing can save the time of the caller and overhead of
listening to the menu and making decisions based on the voice
menu. The yellow pages company can have a copy of the
visual menu database 308 or can be connected to a visual IVR
menu service in order to provide the menu to the caller.
In an embodiment of the invention, Visuphone 104 may be
configured to display one or more advertisements on device
102. As discussed with reference to FIG. 4 and FIG. 6 advertisement
408 may correspond to the type of services provided
52
assisted in his future calls. For example, when caller calls the
destination again, then the actions that were performed in the
last interaction are presented prominently to caller; or a previous
sequence may be automatically performed. Further, the
actions that are frequently performed are presented prominently
to caller. For example, if caller dials a bank frequently
to enquire about his account balance, then the options for
selecting his account balance may be highlighted.
As discussed with reference to FIG. 9, the advertisements
10 are managed by advertisement module 912 ofVisuphone 104.
The advertisement may be selected based on the type of
destinations or a business domain of the destination. For
example, when a dialed destination is a bank, then the dialed
number is identified and an advertisement related to banking
15 may be displayed. Moreover, the advertisement can be related
to a third-party dealing in the same business or professional
area or a competitor of the dialed destination. The displayed
advertisement may be a text, audio, image or video. Moreover,
the advertisement may include hyperlinks. For example,
20 the hyperlinks may link to web pages of the called destination.
In one embodiment, advertisement module 912 may
display the advertisements based on the connection bandwidth
available at device 102. In another embodiment, advertisement
module 912 may display the advertisements based
25 on the pre-set preferences by caller 106. In one embodiment,
advertisement module 912 may be configured to receive the
advertisements directly from the dialed destination.
In another embodiment, advertisement module 912 may be
configured to receive the advertisements from a remote server
30 on a communication network. The remote server is explained
in detail in conjunction with FIG. 10.A selection of options or
click by caller 106 on advertisements may be detected by
detection module 902 to display a visual IVR menu of the
destination for which the advertisement was displayed. Fur-
35 thermore, the advertisements may be associated with the personal
data of caller 106. For example, the caller, who is a
saving account holder of a bank, may receive advertisements
related to easy loan facility that may be applicable for saving
account holders. The caller may receive such advertisements
40 when he/she calls a phone number to the bank. The advertisements
for easy loan facility may correspond to the same bank
(having the caller's saving account therein) or any other bank.
by the destinations dialed by a caller. For example, if destiFurther,
the advertisement may be displayed based on the
nation dialed is a builder, then advertisement 408 may include
promotions or offers about new plots or houses. Moreover, 45
advertisement 408 may include promotions or offers from a
third party or a competitor of the destination. Further, Visuphone
104 may be coupled to an advertising database. The
advertising database may include advertisements related to
the phone numbers of the destinations. The advertising database
may be stored at device 102, the destinations, service
providers or other third party servers. Further, the advertisements
may be provided based on a profile of the caller. For
example, assuming that the caller calls a bank holding his
saving account. Therefore, the advertisement displayed to the
caller may be based on the location, address, account balance,
type and volume of transactions, loans, purchases, and so
forth.
calling pattern of caller 106.
FIG. 24 illustrates a flowchart for presenting advertise-ments
along with the visual IVR menu on the device, in
accordance with an embodiment of the invention. In an
embodiment of the invention, Visuphone 104 may display
advertisements along with the visual IVR menus on device
50 102. Device 102 can be a communication device or a device
capable of data and/or voice communication. The advertisements
may be stored in a database. In an embodiment, visual
menu database 308 of device 102 may store the advertisements.
In an embodiment of the invention, the advertisements
55 may be stored on a remote database that can be connected to
device 102.
At step 2402, a number dialed by a caller such as caller 106
for a destination is identified by Visuphone 104. The destinaVisuphone
104 may be configured to connect to an tion may be associated with an IVR, for which a visual IVR
intended destination, when the caller selects advertisement
408. Further, Visuphone 104 displays visual IVR menu of the
intended destination. In an embodiment, Visuphone 104 can
store the interactions of the caller with visual IVR menus. For
60 menu is displayed on device 102. Moreover, the telephone
numbers or the destinations or the IVR systems may be categorized
based on a business domain. At step 2404, advertisement
associated with the dialed phone number is searched
example, Visuphone 104 may automatically learn the numbers
dialed or options selected from the menu. Moreover, the 65
learned numbers or choices are associated with the dialed
in the database. In an embodiment of the invention, the advertisements
are searched based on the business domain of the
dialed number. For example, when a dialed destination is a
phone number of the destination. Therefore, the caller is bank, then the dialed number is identified and an advertise-

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ment related to banking such as investment schemes may be
displayed. Moreover, the advertisement can be related to a
third-party dealing in the same business or professional area
or a competitor of the dialed destination.
Thereafter, at step 2406 the advertisement searched is displayed
on device 102. In an embodiment of the invention,
multiple advertisements can be displayed on device 102. The
displayed advertisement may include text, graphics, audio,
image, video or hyperlinks. For example, the hyperlinks may
link to web pages of the called destination. In one embodiment,
advertisement module 912 may display the advertisements
based on the connection bandwidth available at device
102. Further, the advertisements may be displayed based on
the pre-set preferences of caller 106. In an embodiment, the
preferences may be set by caller 106. In one embodiment, the
advertisements may be downloaded from dialed destination
or remote database on a server in the network.
Further, caller 106 may interact with the displayed advertisements.
For example, caller 106 may click the advertisement,
or select an option from the advertisement. The options
may be telephone numbers, destinations or an internal department
of the destination. At step 2408, it is determined whether
caller 106 has selected the advertisement. Subsequently, in
case caller 106 has not selected the advertisement then the
54
inputs. Some organizations such as banks may require caller
106 to present one or more information in form of voice input
for the purpose of authentication. For example, caller 106
may be required to voice out his name or an answer to a
security question specified by caller 106 to the bank. Furthermore,
the voice input may be required to accept or decline a
transaction. Further, caller 106 may record and store the voice
responses of caller 106 for such authentications or questions.
As discussed with reference to FIG. 16 the audio prompts or
10 voice inputs may be stored in the records database 1608 as
content 2502. For example, the audio prompts may be converted
to text and stored as content 2502. As shown, content
2502 of records database 1608 may include, but is not
restricted to, an exemplary request 2504a "Please enter the
15 login identity (ID)", and a request 2506a "Please enter the
password".
As also discussed above, Visuphone 104 maintains a profile
of the caller. Moreover, the caller can edit, remove, and/or
update the profiles. For example, the profile may include
20 information such as name, address, account type and codes,
passwords, and so forth. Therefore, Visuphone 104 may
match the content 2502 with the profile of the caller. As
discussed with reference to FIG. 9, voice module 910 may be
used when connection module 908 detects that a voice
existing advertisement is displayed as discussed at step 2406. 25
In an embodiment of the invention, the advertisement is displayed
for pre-set time duration. Otherwise, in case the advertisement
is selected by caller 106 than the process continues
authentication is required. Voice module 910 is configured to
provide voice inputs on behalf of the caller by using the
responses recorded by the caller. Subsequently, the connection
or the transaction can be processed.
to step 2410, where the telephone number of the destination
associated with the advertisement may be dialed to establish 30
connection between caller 106 and the destination corre-
FIG. 25B illustrates an exemplary web form generated for
the information process of FIG. 25A, in accordance with an
embodiment of the invention. As shown, web form 2510 may
be generated corresponding to the requests. Web form 2510
may be presented on a web browser of the caller's device such
as device 102. In another embodiment of the invention, the
sponding to the advertisement. For example, a caller may
receive an advertisement related to new vegetarian restaurant.
The caller may select the advertisement to dial a telephone
number corresponding to destination corresponding to the
advertisement, i.e. new vegetarian restaurant. In an embodiment,
the advertisement provided to the caller includes a
hyperlink that may enable the caller to visit a web page
corresponding to the destination related to the advertisement
such as the new vegetarian restaurant. Further, in another
embodiment, the user may access the visual IVR menu, corresponding
to the new vegetarian restaurant, through device
102.
In an embodiment of the invention, Visuphone 104 may be
configured to submit personal information of a caller prior to
establishing a connection with a dialed destination. In an
exemplary scenario, the personal information may be used for
authenticating the caller at a service login (such as for a web
site or for a bank).
35 display is presented as an independent form on the display
screen of the device of the caller. In an embodiment, web form
2510 may include single or multiple pages. Further, in case
the information is displayed directly on the device, then various
screens, layers or scroll may be used to display the infor-
40 mation. Web form 2510 may include an input box 2504b
corresponding to a request 2504a, an input box 2506b corresponding
to request 2506a, and a submit button 2508. In an
embodiment of the invention, Visuphone 104 may save one or
more details entered by the caller in the web form 2510 for
45 future interaction. Examples of the one or more details
include, but are not limited to, name, password, login details,
email id, credit card number, and so forth. In an embodiment,
Visuphone 104 on the caller's device may automatically complete
some or even all the required details based on stored
50 profile or previous inputs (the one or more details) of the
caller. Therefore, the caller may only (if at all) be required to
complete the missing information manually. Subsequently,
Visuphone 104 may connect to the IVR after the caller clicks
on the submit button 2508.
an IVR menu stored in records database 1608, in accordance
with an embodiment of the invention. Sometimes, an audible
IVR or visual IVR menu may request the caller for some
specific or personal information that is other than selection of
IVRoptions. In an embodiment, the specific information may 55
be requested in form of one or more fields, in which the caller
can enter the information. For example, for a bank IVR system,
when a caller selects an option from the displayed visual
IVR menu of the bank, the caller may be presented with a
form asking for one or more fields such as caller name, 60
password, and so forth. In an embodiment, IVR logic module
(ILM) 1726, as shown in FIG. 17, may mark such requests
and process them separately. Further, ILM 1726 can identify
such requests based on a combination of the identity code and
Further, Visuphone 104 may navigate to the process root
within the IVR menu, revalidate the process input requests,
and transmit the caller data to the IVR (or destination) without
any action from the caller. Moreover, Visuphone 104 may
hide the IVR validation question such as questions like "are
you sure?", "did you mean XXXX?" and so forth. After the
submission, a response such as, but not limited to, a receipt
number, saving account statement, and so forth may be presented
to the caller. The response from the IVR system can be
in various formats, for example, but not limited to, a recorded
an ordered list of activation codes.
In another embodiment, caller 106 may be required to
provide the specific or personal information as audio or voice
65 audible response or a transcript of the audible response. In an
embodiment, Visuphone 104 may convert the format of the
received response from a first format to a second format. In an

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embodiment, Visuphone 104 may change the format of the
response from an audio format to a text format.
FIG. 26A illustrates a flowchart for submitting personal
information of a caller by Visuphone, in accordance with an
embodiment of the invention. At step 2602a, the caller may
dial a phone number of a destination by using a device such as
a smart phone. The device may include the Visuphone. At step
2604a, the dialed phone number of the destination such as of
a pizzeria may be compared with one or more phone numbers
of destinations stored in the device. In an embodiment of the 10
invention, the one or more phone numbers of the destinations
may be stored in a database at the device. Thereafter, at step
2606a, a form including one or more data request fields may
56
IVR of destination 108 may require caller 106 to provide the
information in form of audio inputs. Therefore, Visuphone
104 may provide audio inputs corresponding to the information
of the form. In an embodiment of the invention, the audio
format of the information may be stored in caller device 102.
In another embodiment of the invention, Visuphone 104 may
convert the stored text data to audio information and submit it
to the IVR of destination 108. Thereafter, caller 106 may
interact with dialed destination 108.
In an embodiment, caller device 102 may receive a
response from the dialed destination. In an embodiment,
Visuphone 104 may convert a format of the received response
from a first format to a second format. For example, Visube
displayed at the device based on the comparison. The one phone 104 may convert the receiver format of the response
or more request fields are the fields corresponding to a visual
IVR menu associated with the dialed destination. The one or
more request fields may be fields to enter password, credit
card details, name, e-mail ID, and so forth. In an embodiment
of the invention, the one or more request fields may be filled
by the Visuphone automatically based on the caller's past
inputs.
15 from the audio to text. In an embodiment, the first format of
the received response may be an audio format. Examples of
the audio format include, but are not limited to, WAY, Real
Audio, Musical Instrument Digital Interface (MIDI), Windows
Media Audio (WMA), MP3, Ogg, and so forth. In an
20 embodiment, the second format may be a text format such as
a Unicode text, Rich Text format, Hyper Text Markup Language
(HTML) or any other format compatible with the caller
device 102.
FIG. 26B illustrates a flowchart for submitting personal
information of a caller by Visuphone 104, in accordance with
another embodiment of the invention. At step 2602b, caller
106 dials a phone number of a destination 108 such as desti- 25
nation 108a. Subsequently, at step 2604b, a visual IVRmenu
associated with the dialed number is displayed on the display
screen of caller device 102. For example, destination 108 may
be a banl<. Thereafter, at step 2606b caller 106 may select an
option from the displayed visual IVR menu. For example, 30
caller 106 may select to make a transaction from account, so
caller 106 may select an appropriate option from the displayed
visual IVRmenu. In an embodiment, caller device 102
can be a communication device such as a mobile phone, a
laptop computer, and so forth. Typically, banking services 35
may require caller 106 to provide authentication information
before a transaction can be made. At step 2608b, a form
indicating the information required by the IVR of dialed
destination 108 may be displayed on the display screen of
caller device 102. In an embodiment, the form may include 40
one or more data request fields. Further, the form is displayed
corresponding to the visual IVR menu associated with the
dialed destination. The exemplary form is discussed in conjunction
with FIG. 25B.
Subsequently, at step 2610b, Visuphone 104 may fill the 45
information in the form displayed. In an embodiment, Visuphone
104 may fill the form partially. In an embodiment, the
one or more data request fields may be filled based on predefined
information. The predefined information may be
associated and/or specific to the visual IVR menu of the 50
dialed destination. In an embodiment, the predefined information
may be defined by caller 106. In an embodiment of the
invention, Visuphone 104 may require caller 106 to provide at
least one count of authentication information from the perspective
of security. In an embodiment, caller 106 may fill the 55
one or more data request fields with important information.
Further, caller 106 may define the predefined information.
Hereinafter, caller 106 may also be referred as a caller. For
example, Visuphone 104 may submit the name and account
number of a caller, but may not submit the transaction pass- 60
word. In another embodiment of the invention, Visuphone
104 may allow the caller to submit, edit and/or update the
complete information in the form. Therefore, the updated
information may be stored in the database on caller device
102. Thereafter, at step 2612b the connection between dialed 65
destination 108 and caller device 102 may be established and
the information stored in the form is submitted. Typically, the
call the dialed destination automatically, based on predefined
calling information. Such automatically dialing to the destination
may be referred to as 'enhanced telephony' and is
described in detail in conjunction with FIG. 30A and FIG.
30B. In an embodiment, Visuphone 104 may keep on calling
to the dialed destination until the requested information is
received. Further, Visuphone 104 may save and/or display the
received information at device 102.
FIG. 27 illustrates an exemplary representation of a visual
IVR menu 2702 associated with the dialed phone number of
the destination along with a scheduling mode option, in
accordance with an embodiment of the invention. Visual IVR
menu 2702 includes one or more options corresponding to
every node in the audible IVR menu of the dialed destination
of destinations 108a-n. Visual IVR menu 2702 is an exem-plary
visual IVR menu of a pizzeria. It is well known that
graphics are easier to learn and are faster to recognize than
words. Therefore, graphics are used in various computerized
device interfaces. Various types of graphics can be displayed
for example, animated icons, icons that highlight or animate
when the node is highlighted, and so forth. The graphics may
be displayed for each node or a few nodes based on the
usability of visual IVR menu 2702. For example, for node
2710 an icon of a vegetable may be displayed to designate a
vegetarian pizza, and for node 2716 ofhome delivery, an icon
of house may be displayed. In an embodiment of the invention,
the visual IVR menu 2702 can be customized to display
only the text, only the icons or both. Furthermore, caller 106
can suggest or use various icons based on his preferences. The
visual IVR menu is specific to a destination.
Further, each of destinations 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 embodiment,
device 102 may include more than one visual IVR menus for
each destination of destinations 108a-n based on the time.
Therefore, different visual IVR menus corresponding to a
destination 108 might be presented to caller 106 depending
on the time of dialing to destination 108.
In an embodiment of the invention, a scheduling mode
option 2720 can be displayed on the screen along with the
visual IVR menu associated with the dialed destination.
Caller 106 may switch device 102 to a scheduling mode by

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selecting scheduling mode option 2720. When device 102 is
in scheduling mode, Visuphone 104 may start saving the
inputs of caller 106. The inputs from caller 106 may include
the selection of one or more options of the displayed visual
IVR menu 2702. In the scheduling mode, Visuphone 104 may
display one or more input options on the screen to enter a call
schedule by caller 106. The call schedule may include information
such as a date and a time. The selection of the date and
the time is explained in conjunction with FIG. 28.
58
to the scheduling mode based on the selection of the scheduling
mode option 2720 by caller 106. In an embodiment,
Visuphone 104 may be configured to detect the selection of
the scheduling mode option 2720 by caller 106. In an embodiment
of the invention, caller 106 may enter and/or select a call
schedule 2902. For example, call schedule 2902 may include,
but are not limited to, a date and time information. A calendar
2904 may be displayed on the screen of device 102 for entering
and/or selecting the date information for scheduling the
Furthermore, Visuphone 104 may automatically call a
phone number of a destination of destinations 108a-n automatically
based on predefined calling information. The predefined
calling information can be entered and/or selected by
caller 106. The predefined calling information may include
the selection information such as one or more options of
visual IVR menu 2702 that are selected by caller 106 in the
scheduling mode. Further, the predefined calling information
may include the call schedule, which is the date and time
information for the call. In an embodiment of the invention,
the predefined calling information may also include additional
data such as a predefined time interval, maximum number
of dialing attempts, waiting time, and so forth.
10 call. A time input box 2906 may be displayed on the screen of
device 102a for entering and/or selecting the time information
for scheduling the call. For example, the call schedule
information will include a date Mar. 15,2011, and time 11:25:
40, therefore Visuphone 104 dial at the phone number of the
15 destination on Mar. 15, 2011 at 11:25:40 AM. In an embodiment,
the time information may be displayed in 12 hour
format. In another embodiment, the time information may be
displayed in 24 hours format.
In another embodiment of the invention, call schedule 2902
In another embodiment of the invention, device 102 may be
switched to the scheduling mode based on a predefined key
sequence. Caller 106 may press or select or enter a predefined
key sequence for switching device 102 to a scheduling mode.
The predefined key sequence may be a combination of one or
more keys. For example, the predefined key sequence may
include two asterisks (*)after dialing a phone number such as
123456-7890". Visuphone 104 may detect such predefined
key sequence dialed and switch device 102 to the scheduling
mode. Thereafter, Visuphone 104 may save the user inputs.
Further, Visuphone 104 may display the visual IVR menu
associated with the dialed destination. Furthermore, Visuphone
104 may allow caller 106 to schedule the call by
entering date and time information.
20 may include a predefined schedule for calling to the destination.
For example, Visuphone 104 may automatically schedule
a call in next five minutes on the same day, based on the
predefined schedule. In an embodiment, caller 106 is not
required to enter or select the date and the time information
25 for scheduling the call. In such a case, Visuphone 104 automatically
schedules the call to the destination based on the
predefined schedule. A person skilled in the art will appreciate
that the date and time for predefined schedule is not
limited to five minutes or same day, and can be edited by
30 caller 106. Further, call schedule 2902 may also include additional
information such as maximum number of calling
attempts, waiting time, and so forth.
Thereafter, a communication is established between device
102 and the dialed destination. After establishment of the
35 communication, Visuphone 104 may request and/or receive
information from the dialed destination based on the selection
FIG. 28 illustrates another exemplary representation of a
visual IVR menu 2802 associated with the dialed phone number
of the destination along with the scheduling mode option
2720, in accordance with an embodiment of the invention. 40
Visual IVR menu 2802 is an exemplary visual IVR menu of a
bank. Visual IVR menu 2802 includes one or more options
corresponding to every node in the audible IVR menu of the
bank (or dialed destination of destinations 108a-n). Though
not shown, nodes of visual IVR menu 2802 may be repre- 45
sented using graphics such as, animated icons, icons that
highlight or animate when the node is highlighted, and so
forth. Further, graphics may be displayed for each node or a
few nodes based on the usability of visual IVR menu 2802.
Visual IVR menu 2802 includes nodes such as personal bank- 50
ing node 2806, NRI banking node. Caller 106 can choose NRI
banking by pressing a combination 1-3. Thereafter, caller 106
can select investment option by pressing 2. Furthermore,
caller 106 can suggest or use various icons based on his
preferences. The visual IVR menu is specific to a destination. 55
For example, hospitals will have different IVR menu than that
of the bank. In an embodiment, scheduling mode option 2720
may also be displayed on the screen of device 102. Caller 106
can select scheduling mode option 2720 for switching device
102 to the scheduling mode. Further, Visuphone 104 may start 60
saving one or more inputs from the caller after switching to
the scheduling mode.
FIG. 29 illustrates an exemplary display at device 102 after
switching to a scheduling mode, in accordance with an
embodiment of the invention. As discussed with reference to 65
FIG. 27, Visuphone 104 may save the inputs from caller 106
after switching to the scheduling mode. Device 102 switches
information of the predefined calling information. In an
embodiment, Visuphone 104 may keep on dialing the phone
number of the destination until the requested information is
received from the dialed destination based on the selection
information. In an exemplary scenario, Visuphone 104 may
be required to dial the phone number of the destination repeatedly
when the requested information is not available on the
dialed destination. The call schedule may further include the
predefined time interval for calling the destination. For
example, when the communication is not established with the
dialed destination, Visuphone 104 can call the destination
after waiting for the predefined time interval such as after ten
minutes. A person skilled in the art will appreciate, that the
predefined time interval is not limited to ten minutes, and can
be edited by caller 106. In an exemplary scenario, if the
requested information is not available at the dialed destination,
than Visuphone 104 may wait for the predefined time
interval of the call schedule and may call the previously dialed
destination again, and may request for the desired information
according to the selection information.
As discussed with reference to FIG. 3A, visual menu database
308 may store the predefined calling information. Further,
visual menu database 308 may store the selection information
and call schedule 2902. In an embodiment, call
schedule 2902 may also include a predefined time interval
and a predefined schedule. In an embodiment, visual menu
database 308 may further store the predefined schedule and
predefined time interval. Device 102 may also request or
receive updates from the server at a predefined time. The
predefined time may be for example, once a week, once a
month, or any other interval predefined by caller 106 or Visu-

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phone 104. In an embodiment of the invention, device 102
may receive updates from the server through one or more
messages, such as, but are not limited to, Short Messaging
Service (SMS) message, Multimedia Messaging Service
(MMS) message, and so forth.
FIG. 30A illustrates a flowchart for providing enhanced
telephony by presenting a scheduling mode option to the
caller, in accordance with an embodiment of the invention. In
60
tions 108a-n. At step 3004b, a visual IVR menu associated
with the dialed number and a scheduling mode option 2720 is
displayed at device 102. As discussed with reference to FIG.
3A, visual IVR menu 2702 and scheduling mode option 2720
may be displayed on display 302 of device 102. In an embodiment,
caller 106 may interact with the dialed destination and
request for information, by selecting one or more options of
the visual IVR menu. In an embodiment, the requested information
may not be available at the dialed destination at the
10 time of the call. Therefore, in such a case caller 106 may need
to dial the destination again or caller 106 may schedule a call
at later time. At step 3006b, device 102 is switched to a
scheduling mode. Caller 106 selects scheduling mode option
2720 for switching device 102 to the scheduling mode. As
an embodiment of the invention, a device may be provided for
scheduling a call to a destination based on predefined calling
information. Examples of the device include, but are not
limited to, laptop, a tablet computer, a computer, a smart
phone, a mobile phone, a PDA, and so forth. The device may
include a database including a plurality of visual IVR menus
associated with the destinations. The destinations may
include an audible IVR menu for interaction with the caller.
The device may include a Visuphone for displaying visual
IVR menus of the destinations at the device. The Visuphone
may also display a scheduling mode option at the device. The
caller may switch to a scheduling mode by selecting the 20
'scheduling mode' option. In an embodiment of the invention,
the Visuphone may dial a phone number of a destination
automatically when the device is switched to the scheduling
mode.
15 discussed with reference to FIGS. 1A and 27, in scheduling
mode Visuphone 104 may save inputs such as predefined
calling information from caller 106. The predefined calling
information may include selection information and a call
schedule.
At step 3008b, Visuphone 104 saves the selection informa-tion
including the one or more options of the displayed visual
IVR menu. The one or more options are selected by caller
106. Thereafter, a display 2700 of device 102 switches to
display 2900 including calendar 2904 and time input box
At step 3002a, a phone number of a destination may be
dialed from a device based on predefined calling information.
The Visuphone may dial the phone number of the destination
automatically, when the scheduling mode is on. The predefined
calling information may include selection information
and call schedule information. Further, the predefined
calling information may be selected from a visual IVR menu
associated with the destination dialed from the device. The
Visuphone may request information as per the predefined
calling information from the dialed destination. At step
3004a, information may be received from the dialed destination
based on the predefined calling information. Thereafter,
at step 3006a, the received information may be displayed at
the device. In an embodiment of the invention, the information
may be stored at the device, which may be used by the
caller as per his/her convenience.
25 2906. Caller 106 may enter the date and time information in
calendar 2904 and time input box 2906 respectively. At step
3010b, Visuphone 104 saves the call schedule including the
date and time information.
At step 3012b, it is checked whether the entered date and
30 time, corresponding to call schedule, has arrived. Visuphone
104 may perform the checking by comparing the date and
time (corresponding to call schedule information) with the
current date and time. In an embodiment, Visuphone 104
determines the current date and time based on the system
35 clock and/or internet. If the call schedule's date and time is
not equal to current date and time, then, at step 3014b, the
process waits for the call schedule's date and time to arrive,
otherwise the process control goes to step 3016b. At step
3016b, Visuphone 104 dials the phone number of the desti-
40 nation. Visuphone 104 dials the phone number of the destination
based on the call schedule of the predefined calling
information and without any user intervention. Thereafter,
Visuphone 104 may establish a connection with the dialed
destination.
FIGS. 30B and 30C illustrate a flowchart for providing
enhanced telephony by presenting a scheduling mode option
2720 to caller 106, in accordance with an embodiment of the
invention. Caller 106 may dial, select or receive one or more
destination phone numbers to connect to a destination from 45
device 102. Destinations, such as destinations 108a-n, may
include an audible IVR menu for interaction with caller 106.
Further, device 102 may include Visuphone 104 to display a
visual IVR menu associated with a phone number of a destination
dialed by caller 106. As discussed with reference to 50
FIG. 27, Visuphone 104 may further display scheduling mode
option 2720 at device 102. Visuphone 104 may establish a
communication with the phone number of the destination
based on predefined calling information. In an exemplary
scenario, a user of device calls a bank, and then a scheduling 55
mode option and a visual IVR of the bank may be displayed
on the device. Sometimes, the user might not be able to
receive desired information during this call then the user can
switch to a scheduling mode by selecting the 'scheduling
mode' option (shown in FIG. 27 as 'scheduling mode 2720'). 60
Thereafter, Visuphone 104 may ask the user to enter predefined
calling information. Later, Visuphone 104 may dial
the phone number of the previously dialed bank based on the
predefined calling information.
At step 3002b, a phone number of a destination is dialed 65
from device 102. Caller 106 may dial the phone number of a
destination from one or more destinations, such as destina-
At step 3018b, Visuphone 104 requests information from
the dialed destination based on the selection information of
the predefined calling information. In an embodiment, the
requested information may not be available at the dialed
destination at this time, so Visuphone 104 may wait for the
predefined interval and may dial the phone number of the
destination again. Examples of the predefined time interval
may include, but are not limited to, thirty seconds, one
minute, five minutes, ten minutes, twenty minutes, and so
forth. In another embodiment, the dialed destination may
transfer the request for the information by Visuphone 104 to
the server, when the information is not available at the dialed
destination. In another embodiment, when the information is
not available at the dialed destination, the request of the
information may be transferred to another destination of destinations
108a-n. In an embodiment, caller 106 may interact
with the dialed destination after establishment of the connec-tion
by Visuphone 104.
At step 3020b, the requested information is received at
device 102. The dialed destination may send the requested
information to device 102 based on the availability of the
information. In an embodiment, the requested information
may be received from the other destination of destinations

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108a-n. In yet another embodiment, Visuphone 104 may
receive requested information from the server. In an embodiment,
Visuphone 104 may convert the format of the received
information from a first format to a second format. In an
embodiment, the first format of the received information may
be an audio format. Examples of the audio format include, but
are not limited to, WAY, Real Audio, Musical Instrument
Digital Interface (MIDI), Windows Media Audio (WMA),
MP3, Ogg, and so forth. In an embodiment, the second format
maybe a text format such as a Unicode text, Rich Text format, 10
Hypertext Markup Language (HTML) or any other format
compatible with device 102.
At step 3022b, Visuphone 104 saves the received information
at device 102. In an embodiment, the saved information
may be accessed by caller 106 in real time. In another embodi- 15
ment, the saved information may be accessed by caller 106
later. At step 3024b, Visuphone 104 displays the received
information on display 302 of device 102.
According to an embodiment of the invention, Visuphone
104 may send one or more data packets (or messages) for 20
establishing a connection or communication session in a
communication network 3100 as illustrated in FIGS. 31A-D.
FIGS. 31A-D illustrates exemplary environments, where
various embodiments of the invention can function. Communication
network 3100 includes a device 3102a. In an 25
62
nication device 3102a may include the IVR application such
as Visuphone 3104a as shown in FIG. 31A. Visuphone 104a
may provide data regarding a phone number of second communicationdevice
3108a dialed by caller 3106. For example,
the data may include geographical information or services
provided by second communication device 3108a-n. Second
communication device 3108a includes an IVR system. The
IVR system allows caller 3106 to interact automatically with
second communication device 31 08a. When caller 3106 dials
a phone number and connects to second communication
device 3108a, an audible IVR menu may be played to caller
3106. Second communication device 3102a can have more
than one IVR menus. Visuphone 3104a may display a visual
IVR menu on first communication device 3102a correspond-ing
to the audible IVR menu associated with the phone number
of second communication device 3108a to be connected.
Second communication device 3108a can be a device
capable of data/voice communication. Examples of second
communication device 3108a include, but are not limited to,
a telephone, a computer, a laptop computer, a tablet computer,
a palm computer, a personal digital assistant (PDA), a mobile
phone, a smart phone, and so forth. Various types of second
communication device 3108a that implement the audible
IVR menu include, for example, banks, hotels, fast-food outlets,
utility services providers, corporate offices, mobile
phone service providers, hospitals, and so forth. Further, sec-ond
communication device 3108a can have more than one
audio/visual IVR menus. Typically, the audible IVR menu
provided by second communication device 3108a comprises
embodiment, communication network 3100 may include different
types of devices 3102a-n. Herein after, device 3102a
may be referred as a first communication device. A person
skilled in art will appreciate, that communication network
3100 may also include a plurality of devices 3102. Examples
of communication network 3100 include, but are not limited
30 audible options or instructions. In an embodiment, the visual
IVR menu includes one or more text and/or graphical representation
of different nodes corresponding to different nodes
of the audio IVR menu.
to, the Internet, PSTN, Local Area Network (LAN), Wide
Area Network (WAN), Metropolitan Area Network (MAN),
and so forth. In an embodiment, communication network
3100 can be a data network such as the Internet. The data 35
In an embodiment, Visuphone 3104a may send or receive
one or more messages to or from second communication
device 3108a for establishing a communication session in
communication network 3100. The one or messages may be
sent as data packets when a data network such as the Internet
is available. In an embodiment, the one or more messages
network is a network capable of establishing data and voice
communication among various communication devices. In an
embodiment, communication network 3100 can be a telecommunication
or telephone network capable of establishing
only voice communication among various communication
devices.
40 may be sent as DTMF signals or tones. After establishing a
communication session with second communication device
3108a, caller 3106 can interact with second communication
device 31 08a via the visual IVR menu associated with second
communication device 3108a.
Further, communication network 3100 includes a second
communication device 3108a. In an embodiment, communication
network 3100 may include a plurality of second communication
devices 3108. A caller 3106 may use first com- 45
munication device 31 02a to connect to second
communication device 3108a. First communication device
3102a can be a telecommunication device that can connect
directly to a PSTN 3110. A person skilled in the art will
appreciate, that first communication device 3102a can also 50
connect to a private telephone exchange Examples of first
communication device 3102a include, but are not limited to,
a telephone, a mobile phone, a smart phone or any other
device capable of voice or data communication. Caller 3106
may dial a phone number associated with second communi- 55
cation device 31 08a for connecting to second communication
device 3108a. First communication device 3102a may have
one or more associated phone numbers, which may be used
by other devices for connecting to first communication device
3102a. Similarly, each of the plurality of second communi- 60
cation device 3108 may have associated at least one phone
number. In another embodiment, first communication device
3102a may include a plurality of visual IVR menus corresponding
to phone numbers of the plurality of second communication
devices 3108. 65
In an embodiment, first communication device 3102a may
include an IVR application. In an embodiment, first commu-
In an embodiment, first communication device 3102a may
receive an ackuowledgement message from second communication
device 3108a. In an embodiment, the ackuowledgement
message is received only when second communication
device 3108 includes an IVR application such as Visuphone.
The Visuphone will have similar functionality as explained in
above figures.
In an embodiment, second communication device 3108
such as a second communication device 3108b may include
an IVR application such as Visuphone 3104b as shown in
FIG. 31B. As shown communication network 3100 may further
include a second communication device 3108b (herein
after second communication device 3108 may be used to refer
second communication device 3108b and second communication
device 3108a collectively or interchangeably). Visuphone
3104b may send or receive one or more messages
including information such as ackuowledgment to or from
first communication device 3102a. Visuphone 3104b is
capable of sending messages required to establish a communication
session with first communication device 3102a.
FIG. 31 C illustrates another exemplary environment where
communication device may exchange one or more messages
or data packets for establishing communication session, in

US 8,687,777 Bl
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limited to, cell phone services, wireless services, network
services, cable television services, or various combinations of
the above or other type of services.
First communication device 3102c includes Visuphone
3104a which displays data corresponding to the dialed phone
number of second communication device 3108b (or 3108b).
Further, Visuphone 3104a may display a visual IVR menu
corresponding to the audible IVR menu of the dialed phone
number of second communication device 3108b (or 3108a).
accordance with an embodiment of the invention. As shown,
first communication device 3102b can be a communication
device that may be connected directly to a network 3112.
Examples of first communication device 3102b include, but
are not limited to, a personal computer, a laptop, a mobile
phone, a smart-phone, a fixed line telephone, a tablet computer,
a palmtop computer, a Voice Over Internet Protocol
(VOIP) phone or other devices capable of voice or data communication.
Examples of network 3112 include any wired or
wireless network, such as but not limited to, LAN, WAN, a
Wi-Finetwork, WiMAX, 3rd Generation network, 4'h generation
network, Long Term Evolution (LTE) network, Univer-
10 In an embodiment, the visual IVR menu may be displayed
when a call is received from second communication device
3108b. Thereafter, caller 3106 may select one or more options
from the displayed visual IVR menu. In an embodiment, the
visual IVR menu may have an associated identity (ID) or
sal Mobile Telecommunication Systems (UMTS) network,
IEEE 802.16m, LTE Advanced network, Mobile WiMAX,
IEEE 802.20, Flash-OFDM, HIPERMAN, iBurst, HSDPA,
Global System for Mobile communications (GSM), Code
Division Multiple Access (CDMA), Evolution Data Optimized
(EV-DO), General Packet Radio Service (GPRS),
Enhanced Data rates for GSM Evolution (EDGE), High
Speed Packet Access (HSPA), High-Speed Downlink Packet 20
Access (HSDPA), Mobile Broadband Wireless Access
(MBWA), and so forth. Further, first communication device
3102b may include various applications or computer programs
that enable caller 3106 to use first communication
device 3102b for dialing a phone number of second commu- 25
nication device 3108a-n through PSTN 3110 over network
3112 through a gateway 3114. For example, the applications
may be VOIP applications, such as but not limited to, Skype,
Magic Jack, Google Talk, and so forth. As discussed with
reference to FIG. 31A and FIG. 31B, second communication 30
device 3108b (or 3108a) presents the audible IVR to first
commnnication device 3102b.
Further, Visuphone 31 04a may search or detect a data
network. In an embodiment, Visuphone 31 04a may send one
or more messages in the form of data packets to second
commnnication device 3108b, when a data network such as
the Internet is detected or available. Further, Visuphone
3104a may establish a commnnication session with second
commnnication device 31 08b by exchanging one or more
messages or data packets. Furthermore, Visuphone 3104a
may send a first section of a data packet including first information
such as header information to second communication
device 3108b. In an embodiment, Visuphone 3104a may
receive a message including acknowledgement information
from second communication device 3108b. In an embodiment,
the acknowledgement message is received at first communication
device 3102b, when second communication
device 31 08b includes an IVR application such as Visuphone
31 04b as shown in FIG. 31B. The acknowledgement message
may be received based on the first section of the data packet.
Thereafter, Visuphone 31 04a of first commnnication device
31 02b may send a second section of the data packet including
second information such as a payload. In an embodiment, the
Visuphone 3104a may exchange one or messages with Visuphone
31 04b or second communication device 31 08a in form
of DTMF signals or tones.
15 number. The visual IVR menu will indicate the version infor-mation
of the visual IVR menu. In an embodiment, Visuphone
3104a may send selection information including one
or more options selected by caller 3106 to second communi-cation
device 3108b. In an embodiment, Visuphone 3104a
may receive the audio/visual IVR menu from second communication
device 3108b when a latest version of the visual
IVR menu is not available at first communication device
3102c. In an embodiment, the dialed second communication
device 3108b may request the information from the server of
communication network 3100 when the information
requested by Visuphone 3104a is not available at second
communication device 3108b. Thereafter, second communication
device 31 08b may send the information received from
the server to Visuphone 31 04a. Visuphone 31 04a may further
request and/or receive information from the dialed second
communication device 3108b. Further, Visuphone 3104a
may display the information at first commnnication device
3102c. In an embodiment, Visuphone 3104a may include
version information. The version information may be a com-
35 bination of numbers, alphabets or an alphanumeric code indieating
a version ofVisuphone 3104a. Herein after, first communication
device 3102 may be used to refer first
communication device 3102a-c collectively.
FIG. 3 2 illustrates an exemplary packet 3202 sent from first
40 communication device 3102 (or device 3102) to second communication
device 3108, in accordance with an embodiment
of the present invention. In an embodiment, Visuphone 3104a
of first commnnication device 3102 may send the packet 3202
to second commnnication device 3108 for establishing a com-
45 munication session when a data network such as the Internet
is available. Examples of packet 3202 include but are not
limited to an Internet Protocol version 4 (IPv4) packet, an
Internet Protocol version 6 (IPv6) packet, and so forth. In an
embodiment, packet 3202 includes a first section 3202a and a
50 second section 3202b. First section 3202a of packet 3202
includes first information. In an embodiment, first section
3202a may include header information. Examples of the first
information include, but are not limited to, a Visuphone version,
a visual menu identity (ID) of the visual IVR menu
55 associated with second communication device 3108, arrACK
bit, and so forth. The Visuphone version indicates the version
information ofVisuphone 3104a present at first commnnication
device 3102. The visual menu ID indicates the identity
information of the visual IVR menu associated with the
As illustrated in FIG. 31D, first commnnication device
3102c can be connected to the PSTN 3110 through network
3112 or through a cellular network 3116. Various service
providers provide multiple or overlapping services to custom- 60
ers. For example, cable television service provider may also
provide phone and network service, optical network provider
may also provide phone or television services, Long Term
Evolution (LTE) service provider that provides Internet or
cable TV service, WiMAX service providers that provide 65
phone service, and so forth. Network 3112 may be any service
provider that provides such services, for example, but not
dialed phone number of second communication device 3108.
In an embodiment, the ACK or acknowledgement bit may be
used by second communication device 3108 (or 3108b) to
send an acknowledgement message. In an embodiment, the
ACK bit may have a value such as 0 or 1. For example, second
communication device 3108 may set the ACK bit or acknow 1-
edgement bit to 1 and send it back to first communication
device 3102 as an acknowledgement message. A value 1 in

US 8,687,777 Bl
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the ACK bit indicates that the message is an acknowledgement
message for a previously sent message or section of the
packet. In an embodiment, second communication device
3108 sends the acknowledgement message when second
communication device 3108 includes Visuphone 3104b as
shown in FIG. 31B. The ACK bit set as 1 indicates that the
packet sent from first communication device 3102 has been
received at second communication device 3108. In an
embodiment of the invention, first section 3202a may be a
header section ofiPv6 packet. The structure ofheader section
or first section 3202a is shown in FIG. 33.
In an embodiment, second section 3202b of packet 3202
may include second information. Examples of the second
information include, but are not limited to, a user ID, user
options (selected from the visual IVR menu), user profile
information (last dialed details), and so forth. In an embodiment,
the second section may include a data or payload section.
The user ID is the identity information of caller 3106
dialing the phone number of second communication device
3108. The user options indicate selection information including
the one or more options selected from the displayed visual
IVR menu. Visuphone 3104a displays the visual IVR menu
associated with second communication device 3108 when the
caller dials the phone number of second communication
device 3108. The user profile indicates the information
related to previous communication session or activities of
caller 3106 or first communication device 3102. The user
profile indicates information such as last dialed numbers,
time oflast call, duration oflast call to the second communication
device 3108, access pattern of caller 3106, and so forth.
In an embodiment, second section 3202b may be a payload or
data section ofiPv6 packet. In an embodiment, the information
of first section 3202a and second section 3202b may be
sent separately as two different packets by Visuphone 3104a.
66
FIG. 34A illustrates a flowchart for establishing communication
accordance with an embodiment of the invention. As discussed
with reference to the FIGS. 31A and 31B, communication
network 3100 includes first communication device
3102. Further, communication network 3100 includes second
communication device 3108. In an embodiment, first communication
device 3102 may include Visuphone 31 04a. In an
embodiment, second communication device 3108b includes
10 an IVR application such as Visuphone 3104b, as shown in
FIG. 31B. In another embodiment, second communication
device may not include Visuphone, as shown in FIG. 31A.
At step 3402a, a first communication device 3102 may
send a first section of a data packet to a second communica-
15 tion device 3108. The first section of the data packet may
include first information or header information. Further, the
first section may be sent based on a visual IVR menu associated
with at least one IVR system. In an embodiment of the
invention, Visuphone 3104a may send the first section to
20 second communication device 3108. At step 3404a, an
acknowledgement message from second communication
device 3108 may be received at first communication device
3102. In an embodiment of the invention, Visuphone 3104a
may receive the acknowledgement message. In an embodi-
25 ment of the invention, the acknowledgement message is sent
by second communication device 3108 based on the first
section of the data packet. The acknowledgement message
may be sent to confirm the receipt of the first section of the
data packet at second communication device 3108. Thereaf-
30 ter, at step 3406a, first communication device 3102 may send
a second section of the data packet to second communication
device 3108. The second section may include second information.
Further, the second section of the data packet may be
sent based on the acknowledgement message.
In an embodiment first section 3202a and second section 35
3202b may be sent in form of DTMF tones or signals. The
messages are sent in form of DTMF tones when the data
network is not available.
FIG. 34B illustrates a flowchart for establishing commu-nication
accordance with another embodiment of the invention. At
step 3402b, first communication device 3102 may dial a
FIG. 33 illustrates an exemplary structure of first section phone number of second communication device 3108. At step
3202a of packet 3202 sent to second communication device
3108, in accordance with an embodiment of the invention. In
an embodiment, first section 3202a of packet 3202 may be a
header section of IPv6 packet. Further, first section 3202a
may include a plurality of fields. Example of plurality of
fields include, but are not limited to, a packet version 3302, a
traffic class 3304, a flow label3306, a payload length 3308, a
next header 3310, a hop limit 3312, a source address 3314, a
destination address 3316, and so forth. Packet version 3302
indicates version information associated with packet 3202
such as IPv4, IPv6, and so forth. The version information may
include numeric characters, alphabets or a combination
thereof. In an embodiment of the invention, traffic class 3304
field may indicate whether the source device i.e. first communication
device 3102 provides congestion control management
or not. Flow label3306 field may be used to provide
real time applications special services. Payload length 3308
field may indicate the size or length of the payload or data
section (second section 3202b ). Next header 3310 field points
40 3404b, first communication device 3102 may detect a data
network. In an embodiment of the invention, the data network
may be the Internet. In an embodiment, the data packet may
be an IPv4 packet, an IPv6 packet, and so forth. As discussed
with reference to FIG. 33, the first section of the packet
45 includes first information or header information. Examples of
the first information include, but are not limited to, a Visuphone
version, a visual menu identity (I D) associated with the
visual IVR menu corresponding to second communication
device 3108, an ACK bit, hop limit, payload length, traffic
50 class, and so forth. Thereafter at step 3406b, first communication
device 3102 may send a first section of a data packet to
second communication device 3108 when the data network is
available. In another embodiment, when the data network is
not detected, first communication device 3102 may send the
55 first section to second communication device 3108 as DTMF
signals or tones.
FIGS. 34C and 34D illustrate a flowchart for communicat-ing
among a plurality of communication devices, in accordance
with yet another embodiment of the invention. As
discussed with reference to the FIGS. 31Aand31B, communication
network 3100 includes first communication device
3102 and second communication device 3108. First communication
device 3102 may include Visuphone 3104a. In one
embodiment, second communication device 3108b may
to next element or packet in the chain of packets when multiple
packets are sent. Hop limit 3312 field may indicate the 60
number of stops or hops the packet may take before reaching
the final destination or second communication device 3108.
Source address 3314 field may include the address of first
communication device 3102. Destination address 3316 field
may be address of second communication device 3108. In an
embodiment, destination address 3316 field may be the
address of next hop of packet 3202.
65 include an IVR application such as Visuphone 3104b, as
shown in FIG. 31B. In another embodiment, second communication
device may not include Visuphone as shown in FIG.

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31A. Visuphone 3104a of first communication device 3102a
may send one or more messages or packets to second communication
device 3108. The messages may be sent as DualTone
Multi-Frequency (DTMF) or tones depending on the
availability of the data network. Similarly, Visuphone 3104b
may receive or send one or more messages/packets from/to
first communication device 3102. Further, Visuphone 3104a
may display the visual IVR menu associated with a phone
number of second communication device 3108. First communication
device 3102 includes one or more visual IVR
menus associated with a plurality of second communication
devices.
Caller 3106 may dial a phone number of second communication
device 3108. In an embodiment, Visuphone 3104a
may display a visual IVR menu associated with the dialed
second communication device 3108. At step 3402c, Visuphone
31 04a of first communication device 3102 searches for
a data network such as the Internet. At step 3404c, an availability
of the data network is checked. When the data network
is available the process continues to step 3408c else the process
control goes to step 3406c. At step 3406c, Visuphone
31 04a sends a first section of the packet to second communication
device 3108, such as second communication device
3108b, as DTMF signals or tones. As discussed with reference
to FIG. 33, first section may include a first information or
header information. Thereafter, first communication device
3102 and second communication device 3108 may further
communicate through the exchange of DTMF tones or signals.
68
but are not limited to, a user ID, user options (selected from
the visual IVR menu), user profile information (last dialed
details), and so forth. The user ID is the identity information
of caller 3106 who dials the phone number of second communication
device 3108. The user options indicate selection
information including the one or more options selected from
the displayed visual IVR menu. The visual IVR menu is
associated with the phone number of second communication
device 3108 dialed from first communication device 3102.
10 Visuphone 3104a may display the visual IVR menu associated
with second communication device 3108. The user profile
indicates the information related to previous communication
session or activities of caller 3106 or first communication
15 device 3102. The user profile indicates information such as
last dialed numbers, time of last call, duration of last call to
second communication device 3108, and so forth.
In an embodiment, Visuphone 31 04a may send header
information as a first section of the packet and data or pay load
20 as second section of the packet. In an embodiment, first communication
device 3102 may send the second section of the
packet after receiving an acknowledgement message from
second communication device 3108. In an embodiment, the
first section and the second section of the packet may be sent
25 as a single packet 3202, as shown in FIG. 32.
At step 3408c, Visuphone 3104a sends a first sectionofthe 30
packet as a data packet to second communication device
FIGS. 35A, 35B, and 35C illustrate an exemplary communication
network where a call is received at a device from a
first party device, in accordance with various embodiments of
the invention function. Specifically, in FIG. 35A, a device
3502a may receive a call from a plurality of first party devices
3508a-n in a communication network 3500. A person skilled
31 08a when the data network is available. In an embodiment,
the data packet may be an IPv4 packet, an IPv6 packet, and so
forth. As discussed with reference to FIG. 33, the first section
in art will appreciate, that communication network 3500 may
also include different types of devices. Further, communica-of
the packet includes first information. Examples of the first 35
information include, but are not limited to, a Visuphone version,
a visual menu identity (ID) associated with the visual
IVR menu corresponding to second communication device
3108, arrACK bit, hop limit, payload length, traffic class, and
tion network 3500 may include a plurality of device 3502.
First party devices 3508a-n may initiate a call to connect to
device 3502a. First party devices 3508a-n are devices which
are capable of data/voice communication. Examples of first
party devices 3508a-n include, but are not limited to, a tele-so
forth. The Visuphone version field indicates the version 40
information of the Visuphone 3104a present at first communication
device 3102. In an embodiment, the visual menu ID
field may indicate the identity information of the visual IVR
menu associated with the dialed phone number of second
communication device 3108. The ACK bit or acknowledge- 45
ment bit may be used by second communication device 3108
phone, a computer, a laptop computer, a personal digital
assistant (PDA), a mobile phone, a tablet computer, a palmtop
computer, and so forth. Each of first party devices 3508a-n
may have associated one or more phone numbers. Further,
each of first party devices 3508a-n may have audio or visual
IVR menu corresponding to the associated one or more phone
numbers. Various types of organization which implement
to send an acknowledgement message when the first section is
received. In an embodiment, the ACK bit may have a value
such as 0 or 1.
At step 3410c, it is checked, at second communication
device 3108, whether a Visuphone is available at second
communication device 3108. If the Visuphone is not available,
first communication device 3102 and second communication
device 3108 may communicate by exchanging messages/
information as DTMF tones or signals else process
control goes to step 3412c. At step 3412c, an acknowledgement
message based on the first section is received from
second communication device 3108. In an embodiment, the
acknowledgement message is received based on the first
information of the first section. In an embodiment, Visuphone
3104b of second communication device 3108b sends the
acknowledgement message to first communication device
3102.
At step 3414c, Visuphone 3104a sends a second section of
the packet including second information to second communication
device 3108 such as to second communication
device 3108b. Examples of the second information include,
audio IVR systems such as, but are not limited to, banks,
hotels, fast-food outlets, utility services providers, corporate
offices, mobile phone service providers, hospitals, and so
50 forth. An agent or customer care executive, a person associated
with the organizations may use first party devices
3508a-n for initiating calls to devices 3502a-n. Typically, the
audible IVR menu provided by first party devices 3508a-n
comprises audible options or instructions. Further, the visual
55 IVR menu includes one or more text and/or graphical representation
of different nodes corresponding to different nodes
of the audio IVR menu as displayed in FIG. 2A and FIG. 2B.
A caller 3506 may connect to a first party device of the first
party devices 3508a-n either by accepting a call from the
60 calling first party device or by dialing a phone number of first
party device 3508a. After establishing a connection with first
party device 3508a, caller 3506 can interact with first party
device 3508a via the IVR menu associated with first party
device 3508a. Further, first party devices 3508a-n can send
65 information to device 3502a. Similarly, device 3504a may
also request information from first party devices 3508a-n.
Device 3502a can be a telecommunication device that can

US 8,687,777 Bl
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connect directly to a PSTN 3510. A person skilled in the art
will appreciate, that device 3502a can also connect to a private
telephone exchange.
A Visuphone 3504 of device 3502a can display a visual
IVR menu associated with the calling first party device. In an
embodiment, Visuphone 3504 may display the visual IVR
menu at device 3502a even before accepting the call by caller
3506. Thereafter, caller 3506 can select one or more options
from the displayed visual IVR menu to obtain the required
resource/information or service from the calling first party
device 3508a. Furthermore, Visuphone 3504 may display one
or more communication options on a screen of device 3502a.
Examples of the communication options include, but are not
limited to, a conferencing option, a call forwarding option, a
busy option, and so forth. Caller 3506 can select a communication
option from the displayed one or more communication
options. Based on the selection by caller 3506 a communication
session may be established between device 3502a and the
calling first party device 3508a. In an embodiment, when
caller 3506 selects the 'conferencing' option, another device
of communication network 3500 may be included in the call
with first party device 3508a.
70
provider may also provide phone and network service, optical
network provider may also provide phone or television services,
cellular service providers, WiMAX service providers
that provide phone service, and so forth. Network 3514 may
be any service provider that provides such services, for
example, but not limited to, cell phone services, wireless
services, network services, cable television services, or various
combinations of the above or other type of services. In an
embodiment of the invention, Visuphone 3504 may display
10 one or more communication options at device 3502c along
with the visual IVR menu of the associated calling phone
number of first party device 3508a. Caller 3506 may select a
communication option from the displayed communication
options for interacting with the calling first party device
15 3508a. In an embodiment, Visuphone 3504 may receive the
visual IVR menu from first party device 3508a. In an embodiment,
calling first party device 3508a may request the information
requested by Visuphone 3504 or caller 3506, from the
server of communication network 3500. Thereafter, calling
20 first party device 3508a may send the information received
from the server to Visuphone 3504. Visuphone 3504 may
further request and/or receive information from calling first
party device 3508a. Further, Visuphone 3504 may display the
information at device 3502c.
In an embodiment of the invention, device 3502a can
request and/or receive updates from the server. This may
happen in a case when requested information is not available 25
on the calling first party device. Device 3502a may also
request information from first party device 3508a from which
the call is received. In an embodiment of the invention, device
3502 may receive updates from the server through one or
more messages, such as, but are not limited to, Short Mes- 30
saging Service (SMS) message, Multimedia Messaging Service
FIG. 36 illustrates yet another exemplary communication
network in which an IVR is displayed when a call is received
at a device, in accordance with an embodiment of the invention.
As discussed with reference to FIG. 35A, communication
network 3500 includes first party devices 3508a-n which
may initiate a call to the phone number associated with device
3502a. Further, communication network 3500 may include a
third party device 3602. In an embodiment, communication
network 3500 may include more than one third party device
3602. Device 3502a includes Visuphone 3504 that can
receive the call from first party device 3508. Visuphone 3504
may further display a visual IVR menu associated with the
Further, FIG. 35B illustrates another exemplary communication
network in which an IVR menu is displayed when a
call is received from a first party device, in accordance with an 35
embodiment of the invention. A device 3502b can be a com-munication
device that can be connected directly to a network
3514. Examples of device 3502b include, but are not limited
calling first party device 3508. In an embodiment, device
3502a may be referred as a second party device.
to, a personal computer, a laptop, a mobile phone, a smartFurther,
Visuphone 3504 can highlight an option or node in
phone, a fixed line telephone, a tablet computer, a set top box,
a television, anI-Pod, a music player, a VOIP phone or other
devices capable of voice or data communication. Device
3502b may include various applications or computer programs
such as Skype, Magic Jack etc, that enable caller 3506
40 the visual IVR menu. The highlighted option represents the
exact position of first party device 3508 within the visual IVR
menu from where the call is initiated. For example, in case of
a bank, if a person from insurance department initiates a call
to a mobile phone, then the node representing the insurance is
45 highlighted in the visual IVR menu of the bank displayed at
the mobile phone. Therefore, caller 3506 can know exactly
from which department within the organization the call is
coming from. Accordingly, caller 3506 may act or opt to
to use device 3502b for receiving and/or accepting call from
first party devices 3508a-n through PSTN 3510 over network
3514 through a gateway 3512. Network 3514 may include
any wired or wireless network, such as but not limited to,
WiMAX, 3rd Generation network, 4'h generation network,
Long Term Evolution (LTE) network, Universal Mobile Tele- 50
communication Systems (UMTS) network, IEEE 802.16m,
LTE Advanced network, Mobile WiMAX, IEEE 802.20,
Flash-OFDM, HIPERMAN, iBurst, HSDPA, Global System
for Mobile communications (GSM), Code Division Multiple
Access (CDMA), Evolution Data Optimized (EV-DO), General
Packet Radio Service (GPRS), Enhanced Data rates for
GSM Evolution (EDGE), High Speed Packet Access (HSPA),
High-Speed Downlink Packet Access (HSDPA), Mobile
Broadband Wireless Access (MBWA), and so forth LAN,
WAN, a Wi-Fi network, and so forth. As discussed with
reference to FIG. 35A, first party devices 3508a-n presents
the audible IVR to device 3502b. Visuphone 3504 will function
in a similar manner as described in FIG. 35A.
As shown in FIG. 35C, a device 3502c can be connected to
PSTN 3510 throug 3514 or through a cellular network 3516.
Various service providers provide multiple or overlapping
services to customers. For example, cable television service
attend or reject the call from first party device 3508.
Further, Visuphone 3504 may display one or more com-munication
options on a screen of device 3502a. Examples of
the one or more communication options can include, but are
not limited to, a conferencing option, a call forwarding
option, a busy option, and so forth. Caller 3506 may select an
55 option from the displayed communication options. Visuphone
3504 may establish a connection with a third party
device based on the selection of the communication option by
caller 3506. Third party device 3602 may be a device 3502, a
first party device of first party devices 3508a-n, a server, and
60 so forth depending on the selection of the communication
option. Further, third party device 3602 may have an associated
phone number.
In an embodiment, when caller 3506 selects a 'conferencing'
option from the displayed one or more communication
65 options then third party device 3602 may be included in the
call. Now third party device 3602, device 3502a, and first
party device 3508a from which the call was received initially

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may communicate through a conference call and can interact
with each other. Thereafter, all three types of devices in the
conference call may further request or receive information
from each other. In an embodiment, third party device 3602
may be another device of communication network 3500. In an
embodiment, Visuphone 3504 may further display a visual
IVR menu associated with third party device 3602. In an
embodiment, Visuphone 3504 of the device 3502a may
receive the visual IVR menu associated with the phone number
of third party device 3602. In an exemplary scenario, a 10
user receives a call at a first mobile phone from an executive
of the insurance department of a bank. The user may select a
'conferencing' option and can include another user of a second
mobile phone who might be interested in knowing about
the insurance policies offered by the executive. In an embodi- 15
ment, caller 3506 of device 3502a may opt to leave the conference
call in between of the call. Thereafter, first party
device 3508a and third party device 3602 may continue with
the call.
72
menus for each first party device of first party devices
3508a-n based on the time. Therefore, different visual IVR
menus corresponding to a first party device 3508 might be
presented to caller 3506 depending on the time of dialing to
first party device 3508. 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 day-time
and night can be different for the hotel. When caller 3506
receives a call from the phone number of the hotel in daytime,
a daytime visual IVR menu can be displayed at device 3502,
and if caller 3506 receives a call at night, a different menu can
be displayed at device 3502. Therefore, a visual IVR menu of
the hotel displayed at device 3502 for a call received at 1 PM
may be different then the visual IVR menu displayed for
another call received at 5 PM.
Further, Visuphone 3504 may display the one or more
communication options 3720a-n on the screen of device
3502. Examples of one or more communication options
20 3720a-n include, but are not limited to, a conferencing option,
a call forwarding option, a busy option, and so forth. In an
embodiment, when caller 3506 selects a 'busy' option from
communication options 3720a-n, a text or audio message
may be sent to calling first party device 3508. For example,
In an embodiment, caller 3506 may select a 'call forwarding'
option of the displayed one or more communication
options to forward the call coming from first party device
3508a to third party device 3602. Thereafter, a user of third
party device 3602 may interact with first party device 3508a.
For example, when a user of first mobile phone receives a call
from a pizzeria, then a visual IVR menu of the pizzeria can be
displayed at the mobile phone along with various communication
options. The user may forward the call to a second
mobile phone by selecting the 'call forwarding' option. Now,
the call will be between the second mobile phone and the 30
pizzeria. In an embodiment, third party device 3602 may
include a Visuphone or IVR application. In another embodiment,
third party device 3602 may include one or more audio
and/or visual IVR menus. In an embodiment, a visual IVR
menu associated with a phone number of third party device
3602 may be displayed on device 3502a. Further, Visuphone
3504 may receive the visual IVR menu associated with the
third party device from third party device 3602.
FIG. 37 illustrates an exemplary visual IVR menu 3702
along with one or more communication options at device
3502a, in accordance with an embodiment of the invention.
As discussed with reference to FIGS. 35A and 36, Visuphone
3504 may display the visual IVR menu 3702 associated with
the phone number of calling first party device 3508 on the
screen of device 3502a. The visual IVR menu is displayed
with added graphics on the screen of device 3502. Visual IVR
menu 3702 may include one or more options corresponding
to every node in calling first party device 3508. It is well
known that graphics are easier to learn and are faster to
recognize than words. Therefore, graphics are used in various
computerized device interfaces. Various types of graphics can
be displayed for example, animated icons, icons that highlight
or animate when the node is highlighted, and so forth.
The graphics may be displayed for each node or a few nodes
based on the usability of visual IVR menu 3702. For example,
for node 3716 of home delivery, an icon of house may be
displayed. In an embodiment of the invention, visual IVR
menu 3702 can be customized to display only the text, only
the icons or both. Furthermore, caller 3506 can suggest or use
various icons based on his preferences. The visual IVR menu
is specific to first party device 3508 from which call is
received.
Further, each of first party devices 3508a-n may have more
than one audio IVR menus. Therefore, different visual IVR
menu corresponding to the one or more audio IVR menus is
possible for each of first party devices 3508a-n. In an embodiment,
device 3502 may include more than one visual IVR
25 when a user receives a call from a bank and selects the 'busy'
option from the displayed visual IVR menu of the calling
bank, then a customized or predefined message such as "I am
busy right now, so please call later" can be sent to the bank. In
an embodiment, the message may be an audio message.
In an embodiment, when caller 3506 accepts the call from
first party device 3508, a communication session is established
between device 3502 and calling first party device
3508. After communication session establishment, Visuphone
3504 of device 3502 may request and/or receive infor-
35 mation from calling first party device 102. In an embodiment,
caller 3506 may include third party device 3602 by selecting
'conferencing' option from displayed communication
options 3720a-n. Thereafter, the three devices i.e. first party
device 3508, second party device 3502, and third party device
40 3602 may have a conference call and can communicate with
each other. In an embodiment, caller 3506 may include more
than one third party device 3602 in the conference call. In an
embodiment, third party device 3602 may include another
communication device of communication network 3500 in
45 the conference call. In another embodiment, the calling first
party device such as first party device 3508a may include
another first party device such as a first party device 3508b in
the conference call. In another embodiment, first party device
3508 from which call is received may connect device 3502 to
so another first party device 3508b during the call.
FIG. 38 illustrates another exemplary visual IVR menu
3802 along with one or more communication options at
device 3502a, in accordance with an embodiment of the
invention. Visual IVR menu 3802 is a visual menu corre-
55 sponding to an audio IVR menu of a bank. Visual IVR menu
3802 includes one or more options corresponding to every
node in the audible IVR menu when the calling first party is
the bank or an executive of the bank. Though not shown,
nodes of visual IVR menu 3802 may be represented using
60 graphics such as, animated icons, icons that highlight or animate
when the node is highlighted, and so forth. Further,
graphics may be displayed for each node or a few nodes based
on the usability of visual IVR menu 3802. Visual IVR menu
3802 includes nodes such as personal banking node 3806,
65 NRI banking node 3808. Caller 3506 can choose NRI banking
by pressing a combination 1-3. Thereafter, caller 3506 can
select investment option by pressing 2. Furthermore, caller

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3506 can suggest or use various icons based on his preferences.
The visual IVR menu is specific to a destination. For
example, hospitals will have different IVR menu than that of
the banl<. In an embodiment, one or more communication
options 3720a-n may also be displayed on the screen of
device 3502. Caller 3506 can select a communication option
of displayed communication options 3720a-n. Visuphone
104 may include a third party device as shown in FIG. 36
based on selection of the communication option.
Another embodiment of the invention allow visual IVR
menu for calls received at a conventional home telephone.
internet 'smart' modem. A phone 3904 connected to a PSTN
3908 and through a gateway 3916 to the Internet network
3918 is shown in FIG. 39. A first party device 3508a can call
a phone number of the phone 3904. Internet network 3918
may be any service provider that provides services, for
example, but not limited to, telephone services, cell phone
services, wireless services, Internet services, cable television
services, or various combinations of the above or other type of
services. An embodiment of the invention allow visual IVR
menu for calls received at a conventional home telephone.
Further, the connection to network 3918 is associated with
a wide band Internet 'smart' modem 3906. Phone 3904 may
be a regular phone, such as a landline phone or a cordless
landline phone. Modem 3906 may be a Digital Subscriber
Line (DSL) modem or a cable modem that connects the home
device to the Internet and/or computer network. Modem 3906
is connected to a service provider, and can provide the home
devices with telephone, Internet and television services.
Modem 3906 may provide both wired and wireless connections.
Modem 3906 provides the home with the Internet
through wire 3910 to a computer 3902, or through a Wi-Fi
connection. Modem 3906 comprises the ability to detect and
recognize the calls received by phone 3904. The phone number
of the call received by phone 3904 to establish connection
are then compared with phone numbers stored in a database,
such as visual menu database 308. Therefore, in case the
calling phone number corresponds to first party device 3508a
with an audible IVR menu, and also when associated visual
IVR menu exists then, modem 3906 may provide the visual
IVR menu on computer 3902 connected to it. Moreover,
modem 3906 may use private web sites to present the visual
IVR menu or just provide the phone number of the calling first
party device 3508a to computer 3902. Thereafter, a software
tool on computer 3902 may present the visual IVR menu on
the screen of the computer 3902.
Once the communication session is established between
first party device 3508a and phone 3904, the 'smart' modem
3906 will continue to monitor the numbers dialed or received
by phone 3904 to browse or advance the visual IVR menu
accordingly. Furthermore, the numbers dialed or received
may be stored for future processing such as highlighting
previous selections in the visual IVR menu, providing customized
visual IVR menu and so forth. The visual IVR menu
system comprising computer 3902 and modem 3906 may
incorporate additional enhancements as presented before.
In another embodiment of the invention, a house television
3912 may be used to present the visual IVR menu. In various
houses modem 3906 decodes television signals and transfers
it to a set-top box 3914 that provides signals to television
3912. The visual IVR menu may be presented on a channel
dedicated for IVR. Therefore, when phone 3904 is used to
receive a call, modem 3906 can detect it and present the visual
IVR menu corresponding to the phone number of the calling
first party device 3508a on the designated channel of the
74
television 3912. Modem 3906 may further display one or
more communication options 3720a-n on the designated
channel of the television 3912. Further, all the options
described before can be provided now using the screen of the
television 3912 for the visual IVR menu. The caller selection
can be done by using the simple phone 3904 or alternatively
using TV 3912, set top box 3914 remote control. Further,
television 3912 screen may be used to present the visual IVR
menu in a few alternatives ways. For example, a device pro-
10 vided by a company, named Rokuinc., allows streaming of
content from the Internet to television. Most set-top boxes
now have an Internet connection or telephone connections.
Furthermore, various devices such as some Digital Versatile
Disc (DVD) players, and video game players or controllers
15 such as Xbox or Play station, can be connected to the Internet.
Each of those devices may allow the 'smart' modem 3906 to
provide a visual IVR menu and/or the one or more communication
options 3720a-n on the screens of television 3912.
FIG. 40 illustrates a flowchart for providing enhanced tele-
20 phony when a call is received, in accordance with an embodiment
of the invention. First party devices 3508a-n may call a
phone number of device 3502. Device 3502 may receive a call
from the phone number of first party devices 3508a-n. Caller
106 may accept call at device 3502 to connect or interact with
25 first party devices 3508a-n and/or third party device 3602.
First party devices 3508a-n may include an audible IVR
menu for interaction with caller 3506. Further, device 3502
may include Visuphone 3504 to display a visual IVR menu
3702 associated with a phone number of a calling first party
30 device 3508. Further, Visuphone 3504 may display the one or
more communication options 3720a-n at device 3502, as
discussed with reference to the FIG. 37. Visuphone 3504 may
establish a communication session with the phone number of
calling first party device 3508a-n by accepting the call. In an
35 exemplary scenario, a user of the mobile phone receives a call
from a bank, then 'conferencing' and 'call forwarding'
options may also be displayed along with the visual IVR
menu of the bank on the mobile phone. The user may select a
'conferencing' option to include another mobile device in the
40 conference call. Similarly, the user may select the 'call forwarding'
option to forward the call to another communication
device or a server in communication network 3500.
At step 4002, a call from a phone number of a first party
device 3508 such as a first party device 3508a, is received.
45 The call may be received by Visuphone 3504 of device 3502.
First party device 3508a may initiate a call to device 3502 by
dialing a phone number of device 3502. At step 4004, the
phone number of first party device 3508a is compared with a
plurality of phone numbers stored at device 104. Visuphone
50 3504 may compare the phone number of first party device
3508a with the stored phone numbers.
A visual menu database may store the one or more phone
numbers of first party devices 3508a-n. Further, the visual
menu database stores one or more visual IVR menus associ-
55 a ted with the phone numbers of first party devices 3508a-n. In
an embodiment, it may be checked whether a visual IVR
menu associated with the phone number of the calling first
party device 3508a is present in the visual menu database of
device 3502. If the visual IVR menu is not present, device
60 3502 may receive the visual IVR menu associated with first
party device 3508a from first party device 3508a. In an
embodiment, the visual IVR menu associated with first party
device 3508a may be received from the server.
At step 4006, visual IVR menu associated with the calling
65 first party device 3508a is displayed. The visual IVR menu
may be displayed at the display of device 3502. The visual
IVR menu includes one or more graphics and/or text options

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corresponding to different nodes as shown in FIG. 37. At step
4008, one or more communication options 3720a-n is displayed.
One or more communication options 3720a-n may be
displayed at a display of device 3502. Examples of one or
more communication options 3720a-n include, but are not
limited to, a conferencing option, a call forwarding option, a
busy option, and so forth. At step 4010, caller 3506 of device
3502 may be enabled to select a communication option of the
displayed one or more communication options 3720a-n. At
step 4012, a communication session is established based on 10
the selection by caller 3506. In an embodiment, caller 3506
may select the 'conferencing' option, to establish the communication
session between first party device 3508a, device
3502 and third party device 3602. Thereafter, all the three
devices can communicate/interact with each other and may 15
request/receive information from each other. In another
embodiment, caller 3506 may forward the call of first party
device 3502a to another communication device of communicationnetwork3500
by selecting the 'call forwarding' option.
phone, and so forth may also include Visuphone and can
connect to external devices. Usually the display screen of
portable device is small and not so user friendly. The Visuphone
of such devices may be configured to automatically
detect external devices such as a laptop, a computer, an LCD
screen etc present in its vicinity. Further, the detected electronic
devices are configured to connect with the portable
devices. This functionality of the Visuphone has been
explained in detail using FIG. 41 to FIG. 64.
FIG. 41 illustrates an environment 4100 where a device
may be connected to an external device, according to an
embodiment of the invention. Environment 4100 includes a
portable device 4102 including a Visuphone 4104. Examples
of portable device 4102 include but are not limited to a mobile
phone, a smart phone, a Personal Desktop Assistant (PDA), a
tablet Personal Computer (PC), a laptop, a computer, a set top
box, a printer, and so forth. Environment 4100 further
includes a plurality of external devices 4106a-n. Portable
device 4102 may be used for data and voice communications.
In an embodiment of the invention, portable device 4102 may
include an Operating System (OS) such as, but not limited to,
Windows Mobile, Apple iOS, GoogleAndroid, Symbian, and
so forth. Portable device 4102 may be connected to multiple
external devices 3506a-n. Examples of external devices
In an embodiment, the call may be forwarded to a server of 20
communication network 3500. In another embodiment, caller
3506 may select the 'busy' option when caller 3506 cannot
attend the call. Selecting the 'busy' option by the user may
send a predefined audio/text message to calling first party
device 3508a. 25 3506a-n include, but are not limited to, a display screen, a
laptop, an electronic musical instrument, a keyboard, a
mouse, and so forth.
In another embodiment of the invention, a method is disclosed
for displaying a visual IVR menu associated with a
phone number of a first party device from which a call is
received, at the device.
In an embodiment of the invention, more than one visual
IVR menus associated with the phone numbers of the first
party devices may be displayed at a communication device. In
an embodiment, the Visuphone may display the one or more
visual IVR menus at the communication device. In another
embodiment of the invention, the user may request information
from more than one first party device simultaneously.
The user may interact with more than one visual IVR menus
associated with different first party devices. In an embodiment,
the one or more visual IVR menus may be associated
with the second party device. For example: a user receives a
call from an insurance department of a bank offering some
insurance policy to the user. When the user accepts the call a
visual IVR menu associated with the bank with the insurance
department highlighted is displayed on the screen of the
device. During the call, if the user wish to check his/her
account balance to take a decision regarding insurance policies.
The user may check his/her account balance by selecting
the personal banking option from the visual IVR menu of the
bank. As soon as the user selects this option another visual
IVR menu of the personal banking will be displayed on the
screen of the communication device. Thereafter, the user may
simultaneously interact with both the visual IVR menus.
In an embodiment of the invention, the user may request
information from more than one first party device simultaneously.
The user may interact with more than one visual IVR
menus associated with different first party devices. For
example: a user gets a call from a restaurant offering different
types of cuisine. When the user accepts the call a visual IVR
menu associated with the restaurant is displayed at the screen
Portable device 4102 may connect to external devices
4106a-n by using Bluetooth, Wi-Fi, Infrared, IEEE 802.11,
30 IEEE 802.15.4, ZigBee, SimplicityTI, TI-MAC, RemoTI, or
Radio Frequency 4 for Consumer Electronics (RF 4CE), other
wireless protocols. Further, portable device 4102 may connect
to external devices 4106a-n by using an Ethernet cable,
a video cable, Universal Serial Bus (USB), and so forth.
35 When connected to the external device such as a display
screen, the display of the external device may be used to
display the content of screen of portable device 4102. Moreover,
external device 4106b such as a mouse connected to
portable device 4102, can be used to provide inputs that are
40 reflected on the display of the external device. As a result,
portable device 4102 can act as a universal communication
hub that can enable interaction of multiple external devices
4106a-n among each other.
FIG. 42 illustrates exemplary functioning of portable
45 device 4102 in the environment discussed in conjunction with
FIG. 41, in accordance with an embodiment of the invention.
As shown, a display screen 4202, a keyboard 4204, and a
mouse 4206 can be connected through portable device 4102.
Therefore, the screen of portable device 4102 is displayed on
50 a larger screen of display screen 4202. Moreover, a user can
use keyboard 4204 and mouse 4206 to access the information
through portable device 4102. For example, in this configuration,
the user can browse the Internet by using display
screen 4202, keyboard 4204, and mouse 4206, while portable
55 device 4102 provides the Internet connectivity. Therefore, a
computer other than portable device 4102 may not be
required by the user. As a result, the user can carry portable
device 4102 and use it with various external devices as
desired.
In an embodiment of the invention, portable device 4102a
such as a smart phone or mobile phone may detect and connect
to a laptop 4302 as shown in FIG. 43. The connection
between portable device 4102a and laptop 4302 may be wired
such as via a USB wire or it can be wireless such as via
of the device. During the call, if the user wishes to check 60
menus of two or more cuisines, the user may select from the
main visual IVR menu of the restaurant. Based on the selection
by the user, the two or more visual IVR menus may be
displayed at the device. Thereafter, the user may simultaneously
interact with the displayed visual IVR menus. 65 Bluetooth or Wi-Fi. Thereafter, portable device 4102a may
use display oflaptop 4302. Further, laptop 4302 may be used
to control one or more functions of portable device 41 02a and
According to an embodiment of the invention, portable
devices such as smart phones, mobile phones, land line

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vice versa. For example, user can use one or more keys of
laptop 4302 may be used to access phone book of the smart
phone or to dial a phone number.
78
projector 4802 is configured to connect to connect to Visuphone
4104 of smart phone 4102a. Projector 4802 may be
connected to a display 4804. Similarly, the connection
between projector 4802 and display 4804 can be wired or
wireless. Further, projector 4802 can project the display of
smart phone 4102a on display 4804. Further, one or more
functions of projector 4802 may be controlled by using connected
smart phone 4102a.
FIG. 49 illustrates exemplary display of an Interactive
10 Voice Response (IVR) menu on a large display screen 4902
connected to a portable device 4102, in accordance with an
embodiment of the invention. Large display screen 4902 can
be a screen of any of external devices 4106a-n. Portable
device 4102 can be a smart phone, a mobile phone, a pager,
In another embodiment of the invention, portable device
4102a may detect a large display screen 4402 as shown in
FIG. 44. Further, portable device 4102a may use Bluetooth,
USB wire, and so forth to connect to large screen 4402. The
large screen 4402 may be a Light Emitting Diode (LED)
display screen, a Liquid Crystal Display (LCD) screen, and so
forth. Usually. Portable devices such as mobile phones, smart
phones, wired telephones etc. have either a small display or
limited display capabilities. In such cases, portable devices
include a Visuphone. The Visuphone may be further configured
to detect and connect portable device 4102 to one or
more external devices such as large screen 4402. Once configured,
the Visuphone can detect large display 4402 and can
15 and so forth. A visual IVR menu 4904a is a visual menu
connect to it via Bluetooth. In an embodiment, the portable
device 4102a may connect to external devices 4106a-n using
Near Field Communication (NFC) protocol. Further, when
portable device 4102a is video conferencing with another 20
portable device, the video can be displayed at large screen
4402. For example, when the smart phone is in video call with
another phone, the video of the user at another phone will be
displayed at the large screen.
In another embodiment of the invention, portable device 25
such as a smart phone 4102a may detect and connect to a
television screen 4502 as shown in FIG. 45. Visuphone 4104
can detect television screen 4502. In this case, television
screen 4502 may be used to display the screen of portable
device 4102a such as a mobile device. Therefore, when the 30
user is connected to television 4502, screen of television 4502
can be used to access various functions of portable device
4102 such as, but are not limited to, call receiving, dialing,
browsing the phonebook, typing a message, browsing the
Internet, and so forth. This functionality increases the com- 35
fort in using the small form factor of portable device 4102.
In another embodiment of the invention, Visuphone 4104
may detect a picture frame 4602 and connect it to portable
device 4102a it as shown in FIG. 46. The connection between
portable device 4102a (the smart phone) and picture frame 40
4602 can be wireless or wired. The wireless connection may
be established by using Bluetooth, Wi-Fi, NFC, and so forth.
The wired connection may be established via USB or using a
cable wire. In an embodiment, picture frame 4602 may be a
digital picture frame. The digital picture frame is a picture 45
frame which may be used to display images or photos without
the need of printing or using them on computer. Once connected,
display of picture frame 4602 may be used to display
screen of portable device 4102a such as a mobile phone.
In another embodiment of the invention, portable device 50
41 02a may detect and connect to a Global Positioning System
(GPS) navigation system 4702 as shown in FIG. 47. Visuphone
4104 detects GPS navigation system 4702. Therefore,
when the user is connected to GPS navigation system 4702,
screen ofGPS navigation system 4702 may be used as display 55
of portable device 4102a such as a mobile device. Further,
screen of GPS navigation system 4702 can be used to access
various functions of portable device 4102a such as call
receiving, browsing the phonebook, browsing the Internet,
and so forth. This functionality increases the comfort in using 60
portable device 4102a such as the mobile phone which has
limited display.
In yet another embodiment of the invention, smart phone
4102a can detect and connect to a projector 4802 as shown in
FIG. 48. Visuphone 4104 detects the availability of projector 65
4802. Further, Visuphone 4104 may connect to projector
4802 using any of wired or wireless connection. Further,
including one or more options at portable device 4102. A
visual IVR menu 4904b is a visual menu at large display
screen 4902 corresponding to visual IVR menu 4904a. Displaying
visual IVR menu of mobile phone on large display
screen 4902 enhances visibility.
FIG. 50 illustrates a blockdiagramofportable device 4102,
in accordance with an embodiment of the invention. Herein
after, portable device 4102 may be referred to as device 4102.
Device 4102 can connect to Public Switched Telephone Network
(PSTN) 5016 through a radio interface 5012 in a wired
or wireless manner For example, radio interface 5012 may
provide 2G, 3G, and/or 4G connectivity in case of device
4102 being a mobile phone. Moreover, network interface
5014 can be used to connect device 4102 to network 5018.
Examples of network 5018 include wireless or wired networks
such as Local Area Network (LAN), Personal Area
Network (PAN), or other specialized networks. FIG. 51
shows when network 5018 is a wireless network 5102. Network
interface 5014 may allow connectivity through various
protocols such as TCP/IP, Bluetooth, acoustic signals, or
other types of radio signals. For example, device 4102 may
connect to a television through Bluetooth for displaying the
contents of device 4102.
Device 4102 includes a display 5002 to output graphical
information to the user. In an embodiment of the invention,
display 5002 may includes a touch sensitive screen. A
memory 5006 of device 4102 stores various programs, data
and/or instructions that can be executed by a processor 5004.
Examples of memory 5006 include, but are not limited to, a
Random Access Memory (RAM), a Read Only Memory
(ROM), a hard disk, and so forth. A person skilled in the art
will appreciate that other types of computer-readable media
which can store data that is accessible by device 4102, such as
magnetic cassettes, flash memory cards, digital video disks,
and the like, may also be used by device 4102. Further,
memory 5006 may include an OS 5010. Further, other applications
such as instant messaging application, browser, and
so forth may be available on device 4102. Processor 5004
may include a connection manager 5008 that enables device
4102 to connect to external devices 4106a-n through network
interface 5014. In an embodiment of the invention, connection
manager 5008 may be implemented as a second processor
in device 4102.
Device 4102 includes a system bus 5020 for connecting the
components. Examples of system bus 5020 include several
types of bus structures including a memory bus or memory
controller, a peripheral bus, or a local bus using any of a
variety of bus architectures.
In another embodiment of the invention, a portable device
may be connected to a user device as shown in FIG. 52. As
shown, an environment 5200 includes a portable device 5202
that can be used by a user through a user device 5204. Further,

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portable device 5202 may include a Visuphone 5208 for connecting
and establishing a communication with user device
5204. Examples of user device 5204 include, but are not
limited to, a mobile phone, a smart phone, a Personal Digital
Assistant (PDA), a tablet Personal Computer (PC), and so
forth. User device 5204 may be used for data and/or voice
communications over a PSTN, mobile network, the Internet,
the Ethernet, and so forth. Further, portable device 5202 is
configured to connect to multiple external devices 5206a-n.
Furthermore, user device 5204 may be connected to multiple 10
external devices 5206a-n and communicate with any of external
device 5206 through portable device 5202. User device
5204 is configured to connect with portable device 5202.
Similarly, multiple external devices 5206a-n are configured 15
to connect to portable device 5202.
80
In an embodiment of the invention, portable device 5202
can provide connectivity to multiple user devices. For
example, in a home environment, portable device 5202 may
detect multiple mobile phones and wired phone. Therefore,
the screen of a mobile phone may be displayed on a television
near to that mobile phone. In another embodiment of the
invention, portable device 5202 may enable communication
among multiple user devices. Further, the multiple user
devices are configured to connect to portable device 5202.
FIG. 55 illustrates an exemplary functioning of portable
device 5202 connected to mobile phone 5402 and a projector
5502 in the environment as discussed in conjunction with
FIG. 52 or FIG. 53. Portable device 5202 may be connected to
projector 5502, and to a user device such as mobile phone
5402. Further, projector 5502 may be connected to a bigger
display 5504. Once all the devices are connected, display of
mobile phone 5402 may be displayed on bigger display
screen 5504. Visuphone 5208 of portable device 5202 will
detect and connect the configured devices i.e. mobile phone
5402 (or user device) and projector 5502. Thereafter, one or
more functions of mobile phone 5502 can be controlled by
using projector 5502 and vice versa.
FIG. 56 illustrates another exemplary functioning of por-
In an embodiment of the invention, portable device 5202
may include an Operating System (OS) such as, but not limited
to, Windows Mobile, Apple iOS, Google Android, Symbian,
and so forth. Examples of external devices 5206a-n 20
include, but are not limited to, a display screen, a keyboard, a
mouse, an LED screen, a Laptop, and so forth. In an embodiment
of the invention, portable device 5202 may include a
dock for receiving and connecting to user device 5204. In an
embodiment, user device 5204 may include a Visuphone.
Portable device 5202 may connect to external devices
5206a-n by using Bluetooth, Wi-Fi, Infrared, or other wireless
protocols. Further, Visuphone 5208 is configured to connect
to any of external devices 5202a-n. Further, portable
25 table device 5202 connected to mobile phone 5402 and large
device 5202 may connect to external devices 5206a-n by 30
using an Ethernet cable, a video cable, Universal Serial Bus
(USB), and so forth. Therefore, the display on the screen of
portable device 5202 can be presented on external device
5206a such as a display screen. Moreover, external device
5206b such as a mouse connected to portable device 5202 can 35
be used to provide inputs that is reflected on the display
screen. As a result, portable device 5202 acts as a universal
communication hub that can enable interaction of multiple
external devices 5206a-n among each other.
screen 4402 in environment 5200, in accordance with an
embodiment of the invention. As shown Visuphone 5208 of
portable device 5202 may detect an external device such as a
Further, as shown in FIG. 53, user device 5204 may be 40
connected to portable device 5202 via a network 5302. Network
5302 can be the Internet, LAN, MAN, and so forth. In an
embodiment, user device 5204 and portable device 5202 may
be separated by a large distance. Further, user device 5204 is
configured to connect to portable device 5202. Further, Visu- 45
phone 5208 is configured to search for available one or more
devices such as external devices 5206a-n and user device
5204.
large screen 4402. A user device such as a mobile phone 5402
can be connected to large screen 4402 via portable device
5202. Mobile phone 5402 is configured to connect with por-table
device 5202. Similarly, large screen 4402 is also configured
to connect to portable device 5202. Further, the connection
between portable device 5202 and mobile phone 5402
can be wired or wireless. Furthermore, the connection
between portable device 5202 and large screen 4402 can be
wired or wireless. Thereafter, display of mobile phone 5402
may be displayed on large screen 4402 after being connected
to portable device 5202.
In an embodiment of the invention, external device
5206a-n such as a television 4502 may be connected to user
device such as mobile phone 5402 via portable device 5202 as
shown in FIG. 57. Further, mobile phone 5402 and television
4502 are configured to connect with portable device 5202. In
an embodiment of the invention, mobile phone 5402 may
include a Visuphone. Though not shown, any user device
other than mobile phone 5402 may be connected to portable
device 5202.
FIG. 54 illustrates exemplary functioning of portable FIG. 58 illustrates exemplary functioning of portable
device 5202 connected to a mobile phone 5402 in the environment
as discussed in conjunction with FIG. 52 or FIG. 53.
50 device 5202 connected to mobile phone 5402 and a laptop
4302 in the environment of FIG. 52 or FIG. 53, in accordance
with another embodiment of the invention. A communication
session between mobile phone 5402 and laptop 4302 may be
established via portable device 5202. Mobile phone 5402 is
As shown, user device 5204 such as mobile phone 5402 may
connect to display screen 4202, keyboard 4204, and mouse
4206 of the computer through portable device 5202. Therefore,
the screen of mobile phone 5402 is displayed on a larger
screen of display screen 4202. Moreover, a user can use
keyboard 4204 and mouse 4206 to access the information
through portable device 5202. For example, in this configuration,
the user can browse the Internet by using display
55 configured to connect with portable device 5202. Similarly,
screen 4202, keyboard 4204, and mouse 4206, while mobile 60
phone 5402 provides the Internet connectivity and portable
device 5202 provides the connectivity among mobile phone
5402 (or user device 5204), display 4202, keyboard 4204 and
mouse 4206. Therefore, a computer other than mobile phone
5402 and portable device 5202 may not be required by the
user. In an embodiment, mobile phone 5402 (or user device
5204) may not include a Visuphone.
laptop 4302 is also configured to connect to portable device
5202. After getting connected to each other via portable
device 5202 contents of mobile phone 5402 may be displayed
on screen oflaptop 4302.
In another embodiment of the invention, an external device
such as picture frame 4602 may be connected to a user device
such as a wired telephone 5902 via portable device 5202 as
shown in FIG. 59. As shown, Visuphone 5208 of portable
device 5202 may detect an external device such as wired
65 telephone 5802 and connect to it. Further, Visuphone 5208
may detect and connect to an external device such as picture
frame 4602.

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According to yet another embodiment of the invention,
external device such as a GPS navigation system 4702 may be
connected to a user device such as mobile phone 5402 via
portable device 5202 as shown in FIG. 60. Both the devices
i.e. GPS navigation system 4702 and mobile phone 5402 are
configured to connect to portable device 5202. Once connected
to portable device 5202, contents of mobile phone
5402 may be displayed by using screen of GPS navigation
system 4702. For example, when a call is received at mobile
phone 5402, an IVR menu associated with the calling party 10
may be displayed at screen ofGPS navigation system 4702.
82
At step 6302, Visuphone 4104 of portable device 4102
searches for an external device 4106. The external device may
include, but is not restricted to, an electronic display device
such as a computer, a laptop, television or any other display
device. For example, a Visuphone present in a smart phone
may search for an external device such a large display screen,
a laptop, a computer, and so forth. At step 6304, it is checked
whether the external device is available. In an embodiment,
the availability of external device is checked within a predefined
distance such as within 50 meters, 10 meters, and so
forth. If the external device is not detected, the process control
goes to step 6302 else the process proceeds to step 6306. In an
embodiment, the process ends when the external device is not
detected. For example, the process may end when the external
device is not detected within a pre-defined time limit. Further,
at step 6306, portable device connects to the detected external
device. At step 6308, contents of display screen of portable
device 5202 are displayed at the connected external device.
For example, when a smart phone is connected to a laptop, the
FIG. 61 illustrates an exemplary display of a visual Interactive
Voice Response (IVR) menu on a large display screen
6102 connected to a portable device such as the smart phone 15
6106, in accordance with an embodiment of the invention.
Display 6104a is a display of a visual IVR menu on smart
phone 6106. Display 6104b is the display of the visual IVR
menu on large display screen 6102 corresponding to display
6104a of smart phone 6106. 20 content of the smart phone is displayed on the laptop screen.
FIG. 62 illustrates a block diagram of portable device 5202,
in accordance with an embodiment of the invention. Network
interface 6210 can be used to connect portable device 5202 to
network 6212. Examples of network 6212 include wireless or
wired networks such as Local Area Network (LAN), Personal 25
Area Network (PAN), Bluetooth, or other specialized networks.
Network interface 6210 may allow connectivity
through various protocols such as TCP/IP, Bluetooth, acous-tic
signals, or other types of radio signals. For example, portable
device 5202 may connect a mobile phone to a television 30
through a Bluetooth communication link. As a result, the
contents on screen of the mobile phone can be displayed on
the television screen which is larger than that of the mobile
phone. In an embodiment of the invention, portable device
5202 can use different protocols for communicating with 35
different devices based on their capabilities. For example,
portable device 5202 may connect to a mobile phone through
Bluetooth and the television through Wi-Fi.
Portable device 5202 includes a memory 6204 to store
various programs, data and/or instructions that can be 40
executed by a processor 6202. Examples of memory 6204
include, but are not limited to, a Random Access Memory
(RAM), a Read Only Memory (ROM), a hard disk, and so
forth. A person skilled in the art will appreciate that other
types of computer-readable media which can store data that is 45
accessible by portable device 5202, such as magnetic cassettes,
flash memory cards, digital video disks, and the like,
may also be used by portable device 5202. Memory 6204 may
include an OS 6208. Further, other applications such as
instant messaging application, browser, and so forth may be 50
available on portable device 5202. Processor 6202 may
include a connection manager 6206 that enables portable
device 5202 to connect to external devices 5206a-n through
network interface 6210. In an embodiment of the invention,
connection manager 6206 may be implemented as a second 55
processor in portable device 5202.
Device 5202 includes a system bus 6214 for connecting the
components. Examples of system bus 6214 include several
types of bus structures including a memory bus or memory
controller, a peripheral bus, or a local bus using any of a 60
variety of bus architectures.
FIGS. 64A and 64B illustrate a flowchart for implementing
a portable device 5202 in the environment 5200, in accordance
with an embodiment of the invention. The environment
5200 is explained previously in conjunction with FIG. 52 and
FIG. 53. Portable device 5202 includes a Visuphone 5208.
Visuphone 5208 is configured to detect and connect to one or
more devices such as external devices 5206a-n, user device
5204, and so forth.
At step 6402, Visuphone 5208 searches for a user device
5204. At step 6404, it is checked whether user device 5204 is
available. If user device 5204 is available then a connection is
established between portable device 5202 and the detected
user device 5204 at step 6406 else control goes back to the
step 6402.
At step 6408, Visuphone 5208 of portable device 5202
searches for an external device 5206. At step 6410, it is
checked whether the external device 5206 such as external
device 5206b is available. If the external device 5206 is available,
then the process control goes to step 6412 else the
control goes back to step 6408. In an embodiment, the process
ends when the external device is not available. Further, at step
6412, a connection is established between portable device
5202 and the detected external device 5206b. Thereafter,
contents of display of connected user device 5204 are displayed
on a screen of the connected external device 5206b.
For example, contents of a mobile phone may be displayed on
a screen of a television which is connected to the television
via portable device 5202.
FIG. 65 illustrates an exemplary functioning of portable
device 5202 connected to large screen 4402 and laptop 4302
in the environment of FIG. 52 and FIG. 53. As shown in FIG.
65, a connection may be established between laptop 4302 and
large screen 4402 via portable device 5202. The connection
can be wireless or wired. After establishing the connection,
the content stored at laptop 4302 may be displayed at large
screen 4402. Further, while displaying the content of laptop
4302, large screen 4402 may not store the content. For
example, if a user wants to watch a movie stored at laptop,
he/she can do by connecting the laptop to the portable device
(via wireless or wired connection). This way large screen
4402 can display movie without storing or saving movie in or
at large screen 4402. Further, portable device 5202 can
include an interface to transmit to or receive multiple control
signals from external devices 5206a-n such as large screen
FIG. 63 is a flowchart illustrating the functioning of portable
device 4102 in accordance with an embodiment of the
invention. As discussed with reference to FIG. 41, portable
device 4102 includes a Visuphone 4104. Further, portable
device 4102 is configured to detect and connect to any one of
external devices 4106a-n.
65 4402. The multiple control signals are the signals for displaying
content of user device 5204 at the connected external
device such as external device 5206b. In an embodiment, the

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interface can be hardware such as a Universal Serial Bus
(USB) docket or a software application.
84
embodiment of the invention. As discussed with reference to
FIG. 67, when a user selects a contact option such as 6720b of
the contact options 6720a-n, a visual IVR menu 6802 associated
with the contact option 6720b may be displayed at
device 102. Visual IVR menu 6802 may include various
options 6804-6814. For example, if the user selects a contact
option corresponding to a home delivery department of the
dialed pizzeria, then visual IVR menu 6802 for home delivery
can be displayed as shown. Visual IVR menu 6804 includes
options such as for ordering pizza by selecting an option 6806
(in case of a touch screen enabled device) or by pressing a
combination of keys i.e. 1-2 on keypad of device 102. Similarly,
the user may get status for previously placed order by
selecting an option 6808. The user can choose to talk to an
In an embodiment, laptop 4302 may include a Visuphone
and the connection may be established directly between laptop
4302 (including Visuphone) and large screen 4402 as
shown in FIG. 66. In the FIG. 66, laptop 4302 may act as the
portable device in the environment of FIG. 41. In such a case
the laptop 4302 is configured to detect external devices and
can connect to detected external device. Further, the connection
may be a wireless connection or a wired connection. 10
After connecting with large screen 4402, the content stored at
laptop 4302 may be displayed by using large screen 4402.
Further, the content stored at laptop 4302 such as pictures,
movies, music files etc are never transferred to memory of
external devices (such as large screen 4402). 15 executive by selecting option 6814. Contact options 6720a-n
provides an option to the user for directly connecting to IVR
system of the desired branch, this way time can be saved.
FIG. 67 illustrates an exemplary functioning of a Visuphone
for displaying one or more contact options at a device,
in accordance with an embodiment of the invention. Sometimes
it may be desired by a caller to call specifically to a
particular branch or department of a destination. For example, 20
while calling for a restaurant the user may be interested in
calling to a particular branch (or location) of the restaurant but
the user might not be aware of the exact phone number of that
branch. In an embodiment, when a user or caller dials a phone
number of a destination, Visuphone of device such as mobile 25
phone may display one or more contact options 6720a-n
along with the visual IVR menu associated with the dialed
destination. Contact options 6720a-n can be contact details or
information associated with different branches (or locations)
of the dialed destination. For example, if the user dials a 30
phone number of a pizzeria (e.g. pizza hut), then the Visuphone
will display visual IVR menu 6702 of the pizzeria as
well as one or more contact options corresponding to the other
branches of same pizzeria (of pizza hut).
Further, by clicking or selecting at least one contact option 35
of contact options 6720a-n, the user can connect to desired
branch or department of the dialed destination (or pizzeria).
In an embodiment, when the user selects a contact option
6720b, a visual IVR menu associated with a particular branch
or department of the dialed destination can be displayed at the 40
device. In an embodiment, contact options 6720a-n may
include information such as, but not limited to, a phone number,
an address, a department name, and so forth. In an
embodiment, one or more contact options 6720a-n can be a
tab with a tab name such as department name. The user can 45
select one contact option of contact options 6720a-n based on
the contact details or information. In an embodiment, the
different branches of the dialed destination may have different
IVR menus. Further, the user can switch the display on the
screen of device (or device 102) by selecting at least one 50
contact option 6720. Visuphone of device (device 102) takes
the appropriate action based on the selection made by the
user. In an embodiment, when the user selects a contact
option, a visual IVR menu of the selected contact option such
as a particular department of the dialed destination is dis- 55
played.
Visual IVR menu 6702 may include various options 6704
to 6718. The user can select one or more options from the
displayed visual IVR menu. For example, the user can order
accordance with another embodiment of the invention. When
a user dials a phone number of a destination, such as an XYZ
airlines customer care, from device 102. Then a visual IVR
menu 6902 of the XYZ airlines can be displayed at screen of
device 102. Additionally, one or more contact options such as
XYZ Domestic Airline Contact Option 6920a andXYZ International
Airline Contact Option 6920b can be displayed at the
screen of device 102.
In an exemplary scenario, the user may be interested in
contacting or knowing details of domestic airlines or international
airlines department of XYZ Airlines specifically. The
user may directly dial to these specific airline departments by
selecting a related contact option from the displayed contact
options. For example, the user can directly connect to domestic
airlines IVR system ofXYZ airlines by selecting the XYZ
Domestic Airlines Contact Option 6920a. After detecting the
selection of option 6920a, the Visuphone of device 102 can
display a visual IVR menu associated with the Domestic
Airlines department of XYZ airline as shown in FIG. 70.
Similarly, the user can select International Airlines Contact
Option 6920b to directly connect to the XYZ International
Airlines department. Thereafter, the user can interact with the
displayed visual IVR menu.
FIG. 70 illustrates change in display at device 102 based on
selection of a contact option by a user of device 102, in
accordance with an embodiment of the invention. As discussed
with reference to FIG. 69, a visual IVR menu ofXYZ
airlines is displayed when the user dials a phone number of
XYZAirlines. One or more contact options 6920a-b can also
be displayed along with visual IVR menu 6902. After detecting
a selection of contact option from the user at device 102,
the Visuphone may display a visual IVR menu of the selected
option. As shown, the visual IVR menu 7002 associated with
domestic airlines department ofXYZ is displayed when the
user selects 'XYZ Domestic Airlines Contact Option' 6920a.
Visual IVR menu ofXYZ domestic airlines includes multiple
options such as a Booking option 7006, a Status Inquiry
option 7008, an Other Inquiry option 7010, and so forth. The
user can interact with visual IVR menu 7002 by selecting one
or more options of visual IVR menu 7002 from these options
7004 to 7018. For example, the user can select a combination
of keys 1-4-2 to directly talk to an executive. In an embodi-ment,
device 102 may have a touch sensitive screen, in such as
device the user can select option 7018.
a pizza by selecting option 6706 or by pressing 1-2 keys of 60
keypad of device. In an embodiment, the user may switch
directly to some other department or branch of the dialed
destination by selecting at least one contact option from the
displayed contact options 6720a-n. Based on the selection,
the display of device 102 may change.
FIG. 71 illustrates a flow diagram illustrating an exemplary
65 functioning of the Visuphone for displaying one or more
contact options, in accordance with an embodiment of the
invention. Device 102 includes a Visuphone for displaying a
FIG. 68 illustrates change of display at user device 102,
when a user selects a contact option, in accordance with an

US 8,687,777 Bl
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visual IVR menu associated with a dialed phone number of a
destination. Further, the Visuphone can display one or more
contact options on a screen of device 102. Device 102 can be
86
Accordingly, the smart phone (or the computer system)
may access the IVR system and once authorized by the IVR
owner it may download the internal file representing the IVR
menu, which may be called an IVR customization record.
Therefore, at step 7210, the IVR customization record may be
downloaded from a database of the IVR owner. Thereafter, at
step 7212, a visual menu corresponding to the downloaded
IVR customization record may be generated. In an embodiment
of the invention, the visual menu may be generated from
a telecommunication device that can connect directly to a
Public Switched Telephone Network (PSTN) 110. A person
skilled in the art will appreciate, that device 102 can also
connect to a private telephone exchange Examples of device
102a may include, but not limited to, a mobile phone, a
Smartphone, a telephone, or any other device capable of voice
or data communication. When caller 106 dials a phone number
of a destination and connects to any destination from
destinations 108a-n, a visual IVR menu may be displayed at
device 102. Additionally, one or more contact options may
also be displayed at device 102. Contact options may include
information describing one or more branches of the dialed
destination.
10 the downloaded IVR customization record by using an application
or utility that may be designed according to the format.
In an embodiment of the invention, the format may be provided
by the IVR maker.
FIG. 73 illustrates a method for providing enhanced tele-
At step 7102, a user dials, from a device, a phone number
of a destination. At step 7104, the Visuphone displays a visual
IVR menu associated with the dialed phone number of the
destination. At step 7106, one or more contact options are also
displayed at the screen of device 102. In an embodiment, the
Visuphone searches the database for contact options matching
the phone number of the dialed destination and displays
the contact options at device 102. At step 7108, a user selects
15 phony at a communication device, in accordance with an
embodiment of the invention. A caller may connect to destinations
by using a communication device. The communication
device may include an IVR application such as a Visuphone.
The destinations may include an IVR system
20 including one or more audio or voice menus. The Visuphone
is configured to display graphical information at the communication
device. Further, the Visuphone is configured to display
visual IVR menus corresponding to the IVR systems of
the destinations. The visual IVR menus may include one or
at least one contact option from the displayed contact options 25 more options. The options can be graphical icons or text or
as shown in FIG. 67 and FIG. 69. Thereafter, at step 7110, the combination of these.
display of the visual IVR menu at device 102 is changed
based on the selection of the contact option. In an embodiment,
a visual IVR menu associated with the selected contact
option is displayed at device 102. Thereafter, the user or caller 30
may interact with the displayed visual IVR menu of the
selected contact option.
FIG. 72 illustrates a flowchart for creating a visual menu
database, in accordance with an embodiment of the invention.
As discussed with reference to FIGS. 1A to 1D, a caller may 35
connect to a plurality of destinations by using device such as,
but not limited to, a smart phone. The smart phone may
include Visuphone for displaying visual IVR menus at the
smart phone. In accordance with an embodiment of the invention,
the visual menu database may be created by accessing an 40
IVR internal database of an IVR system. This approach may
require the collaboration with an IVR maker and at least
permission from an IVR owner. In an embodiment of the
invention, the visual menu database may be created at the
smart phone (or the device). In another embodiment of the 45
invention, the visual menu database may be created at or by
using a computer system.
At step 7202, the caller of the device may collaborate with
the IVR maker. In an embodiment of the invention, the IVR
maker may be an organization or an individual responsible for 50
creating and maintaining the IVR system. In an embodiment
of the invention, the collaboration between the caller and the
IVR maker may happen through some contract or agreement.
At step 7204, the caller of the device may take permission
from the IVR owner. In an embodiment of the invention, the 55
IVR owner may be a company or individual owner of the IVR
system. In an embodiment of the invention, the IVR maker
and the IVR owner may refer to same entity in the communication
network. At step 7206, the device may be connected
to the IVR system of the IVR owner by using a maintenance 60
port of the IVR system. The device may connect to the maintenance
port through the Internet. In an embodiment of the
invention, the device may connect to the maintenance port by
using wireless technologies such as, but are not limited to,
WiMAX, LTE, UMTS, CDMA, Wi-Fi network, HSPA, 65
GPRS, and so forth. At step 7208, the IVR system of the IVR
owner may be accessed.
At step 7302, the communication device may dial a phone
number of a destination. The communication device may
include a plurality of visual IVR menus associated with a
plurality of destinations. At step 7304, the dialed phone number
of the destination may be compared with phone numbers
of the destination stored at the communication device. In an
embodiment of the invention, the communication device may
include a database to store the phone numbers of the destinations
and the visual IVR menus. The Visuphone of the communication
device may search for a visual IVR menu corresponding
to the dialed destination. In an embodiment of the
invention, the Visuphone may also search for a form associated
with the dialed phone number of the destination in the
database of the communication device. Thereafter, at step
7306, the form may be displayed at the device based on the
comparison of the phone number of the destination with
phone numbers of the destinations in the database. In an
embodiment of the invention, the form may include one or
more data request fields corresponding to a visual IVR menu
of the dialed destination. The user may fill his/her personal
information in the one or more data request fields to be stored
in the database.
FIG. 74 illustrates an environment 7400 where various
embodiments of the invention may function. A caller 7406
may use a device 7402 to dial and communicate with a destination
7408. Destination 7408 may include an IVR system
and may have one or more voice or audio menus associated
with the IVR system. Device 7 402 may include an IVR application
such as a Visuphone 7404 for displaying visual IVR
menus of destination(s) 7408 at device 7402. Device 7402
may include a database 7410. Examples of device 7402
include, but are not limited to, a mobile phone, a Smartphone,
a telephone, a laptop, a computer, a tablet computer, or any
other device capable of voice or data communication. Database
7410 may store visual IVR menus. Further, destination
7 408 may have one or more associated phone numbers. Caller
7 406 may dial a phone number of destination 7 408 for establishing
communication. Though not shown, but a person ordinarily
skilled in the art will appreciate that environment 7 400
may include more than one destination 7 408. Various types of
destinations 7408 that implement the audible IVR menu

US 8,687,777 Bl
87
include, for example, banks, hotels, fast-food outlets, utility
services providers, corporate offices, and so forth.
Further, environment 7400 may include a remote server
7412 connected to destination 7408 via a communication
network 7416. Examples of communication 7416 include,
but are not limited to, Local Area Network (LAN), Wide Area
Network (WAN), Wi-Fi network, WiMAX, 3rd Generation
network, 4'h generation network, Long Term Evolution (LTE)
network, Universal Mobile Telecommunication Systems
(UMTS) network, IEEE 802.16m, LTE Advanced network,
Mobile WiMAX, IEEE 802.20, Flash-OFDM, HIPERMAN,
iBurst, HSDPA, Global System for Mobile commnnications
(GSM), Code Division Multiple Access (CDMA), Evolution
Data Optimized (EV-DO), General Packet Radio Service
(GPRS), Enhanced Data rates for GSM Evolution (EDGE),
High Speed Packet Access (HSPA), High-Speed Downlink
Packet Access (HSDPA), Mobile Broadband Wireless Access
(MBWA), and so forth.
Device 7402 may access or request one or more information
from destination 7408. Information can be but not limited
to, visual menus, audio menus, one or more properties of the
destination 7408, review about destination 7408, rating of
destination 7408, and so forth. In an exemplary scenario,
destination 7408 may not include the requested information.
In such a scenario, destination 7408 may request updates
from remote server 7412 through commnnication network
7416. In an embodiment of the invention, device 7402 may
receive updates from remote server 7 412 through one or more
messages, such as, but are not limited to, Short Messaging
Service (SMS) message, Multimedia Messaging Service
Remote server 7412 may include a remote database 7414
for storing updated information of destinations such as of
destination 7408 and their associated properties. Examples of
the properties include, but are not limited to a location code,
88
tion device, and so forth. In an embodiment of the invention,
caller 7506 may dial a phone number by using a VOIP application
on device 7502. Subsequently, a visual IVR menu of
dialed destination 7508 may be displayed at device 7502. The
visual IVR menu may include multiple options. In an embodiment
of the invention, device 7502 may include a touch sensitive
screen. Caller 7506 may select an option from the visual
IVR menu by touching an option on device 7502. In an
embodiment of the invention, caller 7506 may select an
10 option from the visual IVR menu through a voice command
or voice inputs. Device 7502 may include an IVR application
such as Visuphone 7504 for displaying visual IVR menus at
device 7502. Device 7502 may include a database 7510 for
storing visual IVR menus and phone numbers of a plurality of
15 destinations.
Device 7502 and destination 7508 may connect to an
advertisement server 7512 through a commnnication network
7516. Examples of communication network 7526 may
include, but are not limited to, the Network, PSTN, Local
20 Area Network (LAN), Wide Area Network (WAN), WiMAX,
IEEE 802.11, Wi-Fi network, ZigBee, Radio Frequency 4 for
consumer Electronics (RF 4CE), Long Term Evolution (LTE)
network, HSPA, HSDPA, MBWA, GPRS, EV-DO, CDMA,
GSM, UMTS, 3rd generation (3G) network, 4'h generation
25 (4G) network, and so forth. Advertisement server 7512 may
include an advertisement database 7514 for storing advertisements
about various products or services. In an embodiment
of the invention, advertisement database 7514 may include
advertisement( s) about destination 7 508 or other destinations
30 in communication network 7516. The other destinations may
be competitors of dialed destination 7508. For example, if
dialed destination is a Chinese restaurant, then the advertisements
may be about other competitor Chinese restaurants. In
an embodiment of the invention, device 7502 and/or destina-
35 tion 7508 may request or receive advertisements from advera
branch code, rating, reviews, an address, phone numbers, tisement server 7512.
distance from caller 7406, and so forth. In another embodiment
of the invention, remote database 7414 may maintain
updated visual IVR menus of destinations. After receiving the
updated information from remote server 7412, destination 40
7408 may provide the information to device 7402. In an
embodiment of the invention, device 7402 may request
updates from remote server 7412. Device 7412 may request
updates from remote server 7412 after a predefined time
period such as after every two days, once a week, and so forth. 45
Visuphone 7504 may display one or more advertisements
at display of device 7502 along with the visual IVR menu of
dialed destination. The advertisements may be related to the
products and services offered by dialed destination 7508. For
example, if the dialed destination is a bank, then the adver-tisements
may be about various investment or insurance
schemes. In an embodiment of the invention, the displayed
advertisements may be based on location of dialed destination
7508 and/or device 7502. For example, the advertiseIn
an embodiment of the invention, Visuphone 7404 may ments may be about a pizzeria in nearby area of dialed des-validate
the accuracy of database 7410 by crowd sourcing.
For example, if ten users have given some good rating about
a visual IVR menu stored in remote repository 1004, and two
users have given bad rating or reviews about the visual IVR 50
menu then, Visuphone 7404 may update database 7410
accordingly. In an embodiment of the invention, Visuphone
7404 may create a new entry in database 7410 corresponding
to changes in visual IVR menu(s). In an embodiment of the
invention, Visuphone 7404 may update visual IVR menus at 55
remote database 7414 at remote server 7412 based on the
crowd sourcing and based on cumulative ratings from different
users or callers in communication network 7416.
tination. The advertisements may include text, audio, video,
graphics, images, or combination of these.
menu along with an advertisement on device 7502, in accordance
with an embodiment of the invention. As discussed
with reference to FIG. 75, caller 7506 may dial a phone
number of destination 7508 by using device 7502 such as a
smart phone. Accordingly a visual IVR menu 7604 may be
displayed at a display 7602 of device 7502. As shown, visual
IVR menu 7604 may include one or more options. In an
embodiment of the invention, display 7602 may be a touch
sensitive screen. Caller 7506 may select an option from the
FIG. 75 illustrates an environment 7500 explaining fnncone
or more option by touching an option at display 7602. In
tionality of an advertisement server, in accordance with
another embodiment of the invention. As shown environment
7500 may include a device 7502. A caller 7506 may dial a
phone number on device 7502. The phone number may correspond
to any of destinations such as a destination 7508.
Further, device 7502 may be, such as, but not limited to, a
smart phone, a mobile phone, a computer, a laptop, a palmtop
computer, a tablet computer, anI-pod, a home communica-
60 another embodiment of the invention, caller may provide one
or more voice inputs to select or interact with the visual IVR
menus. In an embodiment of the invention, an advertisement
7606 may be displayed along with visual IVR menu 7604 at
device 7 502. Advertisement 7 606 may provide some offers or
65 deals or information about products and services offered by
dialed destination 7508 or it may be related to competitors of
dialed destination 7508. In an embodiment of the invention,

US 8,687,777 Bl
89 90
the invention, the digital signature may be created based on
one or more inputs from caller 106. Digital signatures may be
used to validate visual menu database 308. While creating
visual menu database 308, digital signatures may be generated
for every entry in visual menu database 308. In an
embodiment of the invention, digital signatures are also created
every time the entry is accessed, e.g. when the visual IVR
menu is displayed, and/or the IVR system of dialed destination
is accessed.
At step 7802, caller 106 at device 102 may dial a phone
number of a destination such as destination 108. The dialed
destination may include an IVR system. Further, device 102
may include a visual IVR menu of the dialed destination 108
and a digital signature of the visual IVR menu. At 7804, a new
advertisement 7606 may be an interactive advertisement.
Therefore, caller 7506 may select or interact with advertisement
7606. In an embodiment of the invention, caller 7506
may select or interact with advertisement 7606 through the
voice inputs. In an embodiment of the invention, advertisement
7606 may include a Uniform Resource Locator (URL)
which can be clicked by caller 106. Thereafter, Visuphone
104 may direct and connect caller 106 to a destination associated
with advertisement 7606. Further, Visuphone 7504
displays visual IVR menu 606 of the intended destination of 10
the advertisement. In an embodiment, Visuphone 7504 stores
the interactions of caller 7506 with visual IVR menus after a
call to an IVR was made. Therefore, when caller calls the
same destination again, then the options that were selected in
the last interaction are presented prominently. Further, the
options that are frequently selected can be presented prominently.
For example, if caller 7506 dials a bank frequently to
check his account balance, then the options for selecting his
account balance may be highlighted. Additionally the information
such his account number can be brought up to save
effort for the caller who can than just OK for that 'auto fill' to
15 digital signature corresponding to the visual IVR menu of the
IVR system of dialed destination 108 may be generated. At
step 7806, Visuphone 104 may compare the generated new
digital signature with the stored digital signature corresponding
to the visual IVR menu. A mismatch among the digital
be dialed out to the IVR at the proper time.
FIG. 77A-C illustrates functionality of Visuphone provided
by various service providers. In an embodiment of the
invention, Visuphone may not be installed at a device 7702.
Caller 7706 may still use the functionality ofVisuphone as
explained in above description through a service provider. In
such a case one or more services ofVisuphone are provided
by the service provider.
As shown in FIG. 77A, a cellular service provider 7710
may provide the services of a Visuphone 7704. Caller 7706
may subscribe to the services provided by cellular service
provider 7710. In such a case, device 7702 may not have
Visuphone installed. Cellular service provider may take care
of all implementation and functionality ofVisuphone 7704.
The subscription to Visuphone 7704 services may be on
monthly basis, hourly basis or per service basis. In an embodiment
of the invention, caller 7706 may be charged based on
subscription of the services. Further, caller 7706 may receive
one or more messages from the cellular service provider 7710
regarding subscription offers of Visuphone 7704 services.
The one or more messages may be SMS, MMS, E-mail, Push
messages, and so forth.
20 signatures may indicate that the visual IVR menu have been
changed over a period of time. Therefore, database at device
102 may need to be updated. Further, an exact matching of the
digital signatures may indicate that the visual IVR menu has
not been modified since generated or last accessed. No
25 updates may be required in this case. Thereafter, at step 7808,
the database at device 102 may be updated based on the
comparison of the digital signatures. In an embodiment of the
invention, the database at device 102 may create a new entry
for the visual IVR menu (a new version) and old entry for the
30 visual IVR menu (old version) of visual IVR menu may also
be maintained. In another embodiment of the invention, the
old version of visual IVR menu may be modified or replaced
with the new version of visual IVR menu (or a new entry). By
following these steps accuracy of the database at device 102
35 may be checked and validated.
Embodiments of the invention provide a method for establishing
a communication session among a plurality of communication
devices. A communication device may send a first
section including first information or header information to a
40 second communication device. A Visuphone at the communication
device sends the first section. The communication
device includes one or more visual IVR menus. The header
information may include information such as Visuphone ver-
As shown in FIG. 77B, a cable television (TV) service
provider 7712 may provide the services ofVisuphone 7704. 45
Caller may connect to cable service provider 7712 and pay for
the services as per usage to the cable TV service provider
7712. Similarly, the services ofVisuphone 7704 may be provided
by an Internet Service Provider (ISP) 7714 as shown in
FIG. 77C. Though not shown, there may be other service 50
providers such as an optical service provider, a telephone
service provider, and so forth, that may implement functionality
ofVisuphone 7704 to provide services to caller 7706.
sion, visual IVR menu ID, ACK bit, and so forth. In an
embodiment, the communication device may receive an
acknowledgement message, based on the first section, from
the second communication device. The acknowledgement
message is received when the second communication device
includes a Visuphone. Thereafter, the Visuphone at the first
communication device may send a second section or packet
including a second information or payload to the second
communication device. The payload may include information
such as user ID, user profile, user selection, and so forth.
FIG. 78 illustrates a flowchart for validating a database
entry at the device based on digital signatures, in accordance 55
with an embodiment of the invention. As described with
reference to FIG. 1A-1D, device 102 may be used to dial a
phone number of destinations 108a-n. Destinations 108a-n
may include an IVR system. Further, Visuphone 104 at device
102 is configured to display a visual IVR menu corresponding 60
to an audio IVR menu of the dialed destination. As shown in
Thereafter, a communication session is established between
the communication device and the second communication
device. In an embodiment, the second communication device
may not include the Visuphone. In such a case the communication
device and the second communication device communicates
through DTMF signals or tones.
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 of the IVR and enter these
FIG. 3, visual menu database 308 stores the visual IVRmenus
and multiple phone numbers of destination 108a-n. Visual
menu database 308 may further store digital signatures corresponding
to every entry i.e. visual IVR menu and phone
number of destinations 108a-n. The digital signature may
include voice or text or video. Further, in an embodiment of
65 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 of audible IVR menu

US 8,687,777 Bl
95
9. The system of claim 1, wherein said menu is displayed
based on the time of dialing said telephone number by the
user.
10. A system for enhancing user interaction with a plurality
of destinations comprising one or more Interactive Voice
Response (IVR) menu systems, the system comprising:
(a) a processor; and
(b) a memory coupled to the processor, the memory comprising:
(i) an IVR menu database comprising a list of telephone 10
numbers associated with the plurality of destinations
and the associated visual IVR menu for each destination;
and
(ii) instructions executable by the processor for selecting
at least one visual IVR menu from said IVR menu
15
database and displaying said at least one visual IVR
menu to a user, said visual IVR menu is associated
with a telephone number dialed by the user from the
list of telephone numbers, wherein said visual IVR 20
menu was downloaded and stored in a user device
before establishing a phone connection to said at least
one IVR destination;
96
15. The system of claim 10, wherein said at least one visual
IVR menu is displayed based on the time of dialing said
telephone number by the user.
of destinations comprising Interactive Voice Response (IVR)
menu systems, the system comprising:
(i) an IVR menu database comprising a list of telephone
menu to a user, wherein said at least one visual IVR
menu is associated with a telephone number dialed by
the user from the list of telephone numbers, further
wherein said visual IVR menu was downloaded and
stored in a user device before establishing a phone
connection to said at least one IVR destination· and
(iii) instructions executable by the processor for ;electing
and displaying at least one advertisement, wherein
said at least one advertisement is selected based on at
least one category associated with said at least one
visual IVR menu.
17. The system of claim 16, wherein said IVR menu database
comprises at least two records associated with at least
two distinct destinations, each of said at least two records
wherein said IVR menu database comprises at least two
records associated with at least two distinct destinations 25
further wherein each of said at least two records com~
prises a business category field, and each of said at least
two records have the same business category, further
wherein said IVR menu database comprises a standard
menu for said same business category.
11. The system of claim 10, wherein the memory further
comprises instructions executable by the processor for selecting
and displaying at least one advertisement, wherein said at
30 comprises a business category field, wherein each of said at
least one advertisement is selected based on at least one
category associated with said at least one visual IVR menu. 35
least two records have the same business category, further
wherein said IVR menu database comprises a standard menu
for said same business category.
comprises instructions executable by the processor for:
generating at least one record based on personal information
of the user; and
storing said at least one record in the IVR menu database. 40
comprises voice responses of the user.
comprises instructions executable by the processor for displaying
a form comprising one or more data request fields to 45
the user for filling the personal information to be stored in said
IVR menu database.
comprises instructions executable by the processor for:
of the user; and
storing said at least one record in the IVR menu database.
comprises instructions executable by the processor for activating
voice response for the user.
a form comprising one or more data request fields to
IVR menu database.
* * * * *

111111 1111111111111111111111111111111111111111111111111111111111111
c12) United States Patent
Lavian et al.
(54) SYSTEMS AND METHODS FOR VISUAL
PRESENTATION AND SELECTION OF IVR
MENU
(76) Inventors: Tal Lavian, Sunnyvale, CA (US); Zvi
Or-Bach, San Jose, CA (US)
( *) Notice: Subject to any disclaimer, the term of this
patent is extended or adjusted under 35
U.S.C. 154(b) by 84 days.
This patent is subject to a terminal disclaimer.
(21) Appl. No.: 13/276,307
(22) Filed: Oct. 18, 2011
Related U.S. Application Data
(63) Continuation-in-part of application No. 12/699,618,
filed on Feb. 3, 2010, and a continuation-in-part of
applicationNo.12/707,714, filedonFeb.18, 2010, and
(Continued)
(51) Int. Cl.
H04M 11100 (2006.01)
(52) U.S. Cl.
USPC ..................................... 379/88.18; 704/270.1
(58) Field of Classification Search
USPC ................................. 379/93.17, 93.25, 93.26
See application file for complete search history.
Dev1ce
:,,i~~~~~~~~r~~L L~(c-ele-p-ho-ne') ----.J G' · . Visuphone
106--' 104)
102a
108a
108b
PSTN y
'~ r--
110
r,..-y1
)
~ -108c
•• •
US008687777B 1
(10) Patent No.: US 8,687,777 Bl
(45) Date of Patent: *Apr. 1, 2014
(56) References Cited
4,653,045 A
4,736,405 A
3/1987 Stanley eta!.
4/1988 Akiyama
(Continued)
FOREIGN PATENT DOCUMENTS
EP
EP
1225754 A3
1001597 A3
7/2003
9/2003
(Continued)
OTHER PUBLICATIONS
Yin, M. and Zhai, S., "The Benefits of Augmenting Telephone Voice
Menu Navigation with Visual Browsing and Search," CHI'06 Proceedings
of the SIGCHI conference on Human Factors in computing
systems: pp. 319-328, ACM, Montreal, Canada (Apr. 2006).
(Continued)
Primary Examiner- Maria El-Zoobi
(57) ABSTRACT
Embodiments of the invention provide a system for generating
an Interactive Voice Response (IVR) database, the system
comprising a processor and a memory coupled to the processor.
The memory comprising a list of telephone numbers
associated with one or more destinations implementing IVR
menus, wherein the one or more destinations are grouped
based on a plurality of categories of the IVR menus. Further
the 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.
Further, a corresponding method for generating an Interactive
Voice Response (IVR) database is also provided.
20 Claims, 110 Drawing Sheets
J~~ !tr~" Dev1ce { I
(Computer+ VOIP) ~ ),
PSTN
j Visuphone j
104b)
102b -~ 110y} --
: 108b
Destination (
Destination -[;-
1
OSc
•• • ----------------"j 1 08n
Destmation :

3002b
3004b
3006b
3008b
301Gb
Start
Dial a phone number of a destination from a device
Display a scheduling mode option and a visual Interactive
Voice Response (IVR) menu associated with the dialed
destination
Switch the device to a scheduling mode
Save a selection information including one or more options
of the visual IVR menu
Save a call schedule including a date and time information
time for the call
schedule arrived?
FIG. 308
Wait for the call
schedule's date
and time

3014b

A
II
3016b
Dial the phone number of the destination
,i;
3018b .. Request information from the destination based
on the selection information
II
3020b Receive the information at the device
II
3022b Save the received information at the device
,i;
3024b Display the received information at the device
II
Stop
FIG. 30C

U.S. Patent
7302 ..
Apr.1, 2014 Sheet 103 of 110 US 8,687,777 Bl
Start
I
Dial, at a communication device, a phone number of a
destination
II
7304 ......, Compare, the dialed phone number with phone numbers of
" the destinations stored in the communication device
Display, at the communication device, a form including one
7306 .. or more data request fields based on the comparison of
the phone number

Stop
FIG. 73

~
00
7412 •
~
~
Remote Server I ~
~ = ~
l I
Remote Database
7414 7
I > 'e :-:
~
....
f7402 ~
N
0
7406 .... Smartphone ,. 7408 .j;o.
I I
[7404
Communic Caller I< ~I Visuphone I ation Destination rFJ
Network =- ('D
f 7410 (...'.D.... .
I I 0
Database .j;o.
., 0..... ....
7416 ....
0
l
7400 d
rJl
00
0..,
00
-....l
~
FIG. 74 -....l
-....l = """"'

US 8,687,777 Bl
91
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 for
analyzing in a different process or at a different time.
Another aspect of the invention is to generate a database of
visual IVR menus by a computer system. Combination of
hardware and software that is connected to phone system and
automatically dials the IVR phone numbers, may record the
different options of the voice menu, and analyze the voice
menu to generate and enter the different entries into the database.
The system will generate the voice tone that simulates
the relevant touchtone of a phone number pressed. This process
will be done in several levels until covering all the entries
in all the levels of the specific IVR system. This process may
be done for all the IVR phone number in the list.
Additional alternative is to access the IVR internal database
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 built to
access IVR using their maintenance port, which is often connected
to the Internet. Accordingly, the system would access
the IVR and once authorized by the IVR owner it will download
the internal file representing the IVR menu, which could
be called the IVR customization record. The downloaded file
92
device includes an IVR application such as Visuphone. In an
embodiment, the second communication device also includes
the IVR application such as Visuphone.
Another aspect of the invention is to provide the visual IVR
menu when the call is forwarded from one first party device to
another first party device.
Another aspect of the invention is to provide visual IVR
menus on receiving a call from the first party device on
electronic devices with screens that are connected to Visu-
10 phone.
Yet another aspect of the invention is that the user may
involve other one or more users or communication devices in
a call from a first party device. Thereafter, the user, the other
users may interact with the first party device in a conference
15 call. In an embodiment, the user may leave the conference call
in between the call.
Additional aspect of the invention is to provide a method
for establishing a communication session in a communication
network. The communication session may be established
20 between two or more IVR enabled devices.
Further aspect of the invention is to provide a method for
establishing a communication session among a plurality of
communication devices. The communication devices may or
may not include Visuphone.
would then be converted to visual IVR menu by utility that 25
could be designed according to the format, which could be
provided by the IVR maker.
Another aspect of the invention is to provide a method for
establishing a communication session among a plurality of
communication devices. The communication session is
established by sending one or more packets when a data
network such as the Internet is available.
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 of the invention is to enable the caller to
directly interact with the visual IVR menu without listening
to the audible IVR menu of the destination.
30
Another aspect of the invention is to provide the visual IVR
menu to the caller before establishing a connection of the 35
device with the destination.
Another aspect of the invention is to provide advertisements
related to the destination or function of the destination
dialed by the caller.
Another aspect of the invention allows a device to call a
destination automatically according to the predefined calling
information entered by a user.
Another aspect of the invention saves the effort made by the
user of the communication device for retrieving information
from an IVR system of the dialed destination. The Visuphone
dials the phone number of the destination and retrieves the
information automatically depending on the predefined calling
information. Later, the user can use the retrieved information
as per his/her convenience. In an embodiment, the
Another aspect of the invention is to provide a visual IVR
menu of a destination according to the location of the communication
device of a caller and/or a location of the dialed
destination phone number.
40 user may not wish to use the information at the time of its
retrieval. In such a case the information is stored and can be
Embodiments of the invention provide an enhanced communication
device. The enhanced communication device 45
accessed later.
An advantage of the invention is that the communication
device can send more information as data packets/messages
to the second communication device by using a data network.
The data packets may be exchanged among various commu-nication
devices. The data packet may include information
required for establishing a communication session.
An advantage of an embodiment of the invention is that the
50 user himself/herself does not have to dial the destination
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 of a destination, determining
a location code associated with a current location 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 55
the one or more destination phone numbers based on the
comparison.
An aspect of the invention is to provide a system for communicating
among a plurality ofiVR enabled communication
devices.
Another aspect of the invention is to enable the caller to
interact with the visual IVR menu by using a touch sensitive
screen of the device.
Another aspect of the invention is to provide position based
visual IVR menus in a communication network.
Another aspect of the invention is to provide a device for
communicating with a second communication device. The
again and again for receiving information. Visuphone 104
present at device 102 of caller 106 may dial the phone number
of the destination automatically based on the predefined call-ing
information set by caller 106. Further, Visuphone 104
requests and receives the requested or inquired information
automatically.
Another advantage of the invention is that the user does not
have to wait for long time for retrieving any information from
a destination. When the requested information is not avail-
60 able, the user may schedule a call at later time by entering few
settings on device 102. Thereafter, Visuphone 104 may dial
the phone number of the destination according to the entered
settings automatically and may download the desired information.
The downloaded information may be used by the user
65 at a later time.
Additional advantage of the invention relates to callers who
are more proficient in foreign language. Visuphone may pro-

US 8,687,777 Bl
93
vide the visual IVR menu in multiple languages. A caller can
then choose a language of his choice and download, to his
device database, the menu in that language.
Another aspect of the invention provides a method for
validating a database at device by using digital signatures.
Another aspect of the invention, provide a method for
enabling a caller to navigate the IVR system of a destination
before dialing a phone number of the destination.
94
a distributed computing world, program modules may be
located in both local and remote memory storage devices.
This written description uses examples to disclose the
invention, including the best mode, and also to enable any
person skilled in the art to practice the invention, including
making and using any devices or systems and performing any
incorporated methods. The patentable scope of the invention
is defined in the claims, and may include other examples that
Further aspect of the invention provides a method for disoccur
to those skilled in the art. Such other examples are
playing visual IVR menus of destinations through a website.
Another aspect of the invention provides an interface to
allow users of device to access IVR system of various destinations
via a website.
Another aspect of the invention provides a web interface to
display visual IVR menus to caller or user of device.
10 intended to be within the scope of the claims if they have
structural elements that do not differ from the literal language
of the claims, or if they include equivalent structural elements
with insubstantial differences from the literal languages of
the claims.
Another embodiment of the invention provides an IVR
application Visuphone for displaying the visual IVR menus
through website.
15
Another embodiment of the invention provides a web interface
to users for accessing the IVR menu( s) of a destination 20
without actually dialing the phone number of the destination.
Yet another advantage of the invention relates to IVR that
ask for voice commands. This IVR interface is for some
caller, harder to use, due to accent or other problems. The
database could be provided with the option that has been 25
described before for the system to output voice command
according to caller selection of the menu options.
Embodiments of the invention are described above with
reference to block diagrams and schematic illustrations of
methods and systems according to embodiments of the inven- 30
tion. It will be understood that each block of the diagrams and
combinations of blocks in the diagrams can be implemented
by computer program instructions. These computer program
instructions may be loaded onto one or more general purpose
computers, special purpose computers, or other program- 35
mabie data processing translator to produce machines, such
that the instructions which execute on the computers or other
programmable data processing translator create means for
implementing the functions specified in the block or blocks.
Such computer program instructions may also be stored in a 40
computer-readable memory that can direct a computer or
other programmable data processing apparatus to function in
a particular manner, such that the instructions stored in the
computer-readable memory produce an article of manufacture
including instruction means that implement the function 45
specified in the block or blocks.
The invention claimed is:
of destinations comprising one or more Interactive Voice
Response (IVR) menu systems, the system comprising:
(i) an IVR menu database comprising a list of telephone
and
menu to a user, wherein said at least one visual IVR
menu is associated with a telephone number dialed by
the user from the list of telephone numbers, further
wherein said at least one visual IVR menu comprises
at least one icon, wherein said visual IVR menu was
downloaded and stored in a user device before establishing
a phone connection to said at least one IVR
destination.
comprises at least two records associated with at least two
distinct destinations, each of said at least two records comprises
a business category field, and each of said at least two
records have the same business category; and
a standard menu for said same business category.
comprises instructions executable by the processor for selecting
and displaying at least one advertisement, wherein said at
least one advertisement is selected based on at least one
category associated with said at least one visual IVR menu.
While the invention has been described in connection with
what is presently considered to be the most practical and
various embodiments, it is to be understood that the invention
is not to be limited to the disclosed embodiments, but on the
contrary, is intended to cover various modifications and
equivalent arrangements included within the spirit and scope
50 comprises instructions executable by the processor for:
of the user; and
storing said at least one record in the IVR menu database.
5. The system of claim 1 further comprising a Voice over
55 Internet Protocol (VOIP) phone.
of the appended claims. The invention has been described in
the general context of computing devices, phone and computer-
executable instructions, such as program modules,
being executed by a computer. Generally, program modules
include routines, programs, characters, components, data
structures, etc., that perform particular tasks or implement
particular abstract data types. A person skilled in the art will
appreciate that the invention may be practiced with other 60
computer system configurations, including hand-held
devices, multiprocessor systems, microprocessor-based or
programmable consumer electronics, network PCs, minicomputers,
mainframe computers, and the like. Further, the
invention may also be practiced in distributed computing 65
worlds where tasks are performed by remote processing
devices that are linked through a communications network. In
comprises voice responses of the user.
7. The system of claim 1 further comprising:
a portable device configured to enable the user to dial the
telephone number; and
an external device configured to display said at least one
visual IVR menu to the user.
a form comprising one or more data request fields to
IVR menu database.

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