Systems and methods for visual presentation and selection of ivr menu
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The document describes a patent application for systems and methods that generate an interactive voice response (IVR) database, featuring a processor and memory that contains categorized telephone numbers linked to IVR menus. It outlines how the system communicates with various destinations to store customization records in the IVR database. The application also discusses various embodiments related to visual presentations and selections within IVR systems.
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SYSTEMS AND METHODS FOR VISUAL
PRESENTATION AND SELECTION OF IVR
MENU
CROSS-REFERENCE TO RELATED
APPLICATIONS
[0001] This application is a continuation of U.S. patent
application Ser. No. 13/186,984, filed Jul. 20, 2011, the entire
contents of which are incorporated herein in their entirety by
reference.
FIELD OF THE INVENTION
[0002] 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
[0003] Interactive Voice Response (IVR) technology is
generally used to detect voice and key inputs from a caller.
The advent oflnteractive 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.
[0004] 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.
The audio IVR menu is designed specific to a destination.
Therefore, each destination or organization may have different
audio IVR menus. Further, the IVR menu in an organization
can be based on the type of departments, type 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.
[0005] 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
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.
[0006] 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
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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.
[0007] 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 with Ser. No. 11/957,605,
filed Dec. 17, 2007 and assigned to Motorola Inc., provides
the IVR menu of the destination in a 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.
[0008] A U.S. Pat. No. 7,460,652, assigned to AT&T Intellectual
Property I, L.P., discloses techniques for call routing
and communication with a call originator. The call may be
received at an automated call handling system. Thereafter, the
call is evaluated based on a set of business rules and routed to
an interactive voice response unit based on the evaluation.
Further, the interactive voice response 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.
[0009] Another existing technique as disclosed in U.S. Pat.
No. 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
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 caller. Furthermore, specialized software and
hardware are required at the operator to design and generate
DTMF codes. Therefore, the technique faces various practicallimitations.
[001 0] Generally, the IVR menus of the organizations are in
form of audible menu. Moreover, there are a large number of
organizations that use IVR menus. Therefore, converting the
audible menus to visual IVR menus can be time consuming.
An existing technique, as disclosed in U.S. Pat. No. 6,920,425
assigned to 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
or programmed to understand the visual IVR menu scripts.](https://image.slidesharecdn.com/us20130022183systemsandmethodsforvisualpresentationandselectionofivrmenu-141112113718-conversion-gate02/85/Systems-and-methods-for-visual-presentation-and-selection-of-ivr-menu-94-320.jpg)
![US 2013/0022183 AI
[0011] Various organizations encourage the customers to
call them for information on their products or services, or for
helping existing customers. Generally, a contact number is
provided by the organizations on their website as a button.
Therefore, when the customer presses the button a form is
displayed. The customer then enters his contact number
where an executive from the organization may call. However,
this may be time consuming for the customer. Moreover, the
customer may be not being able to talk to another executive
during the call in case the on-line executive is not able to
satisfY the customer. U.S. patent application with Ser. No.
12/049,021, filed Mar. 14, 2008 and assigned to Harprit
Singh, provides methods and systems for displaying an IVR
menu, when the caller clicks a link on a webpage provided by
the organization. However, the customer is still required to
request the webpage with embedded information from a
server of the organization. Moreover, the methods and systems
are limited to the organizations that provide the required
webpage to the customers. Other technologies include U.S.
patent application with Ser. No. 11/877,952 filed Oct. 24,
2007 and assigned to International Business Machine Corporation.
[0012] 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
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
the connection is established. Moreover, the providers are
required to individually set up the hardware and services for
providing visual content.
[0013] As discussed above the existing technologies have
various limitations. Hence, techniques are desired for providing
enhanced telephony.
SUMMARY
[0014] An enhanced telephone system is provided. The
telephone system comprises a database that comprises one or
more phone numbers and one or more menus corresponding
to the phone numbers, wherein the menus comprise one or
more options for selection. The telephone system comprises
means for comparing a dialed number to the phone numbers
in the database; means for displaying a menu based on a result
of the comparison; means for enabling selection of the one or
more options from the displayed menu; and means for establishing
a connection with a destination of the dialed number
based on the selection of the one or more options.
[0015] An enhanced telephone system is provided. The
telephone system comprises a database comprising one or
more phone numbers and one or more menus corresponding
to the phone numbers, wherein the menus comprises one or
more options for selection; means for comparing the a
received number of a received call to the phone numbers in
the database; means for displaying a menu based on a result of
the comparison; and means for enabling selection of the one
or more options from the displayed menu.
[0016] Further, a method for providing enhanced telephony
is provided. The method comprising identifying a number
dialed from a telephone system; comparing the dialed number
to one or more phone numbers stored in a database, wherein
the database comprises one or more menus corresponding to
the phone numbers, and wherein the menus comprises one or
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more options for selection; and displaying on the telephone
system a menu from the database based on a result of the
comparison.
[0017] A caller may dial or select a phone number from a
device of a destination. The phone number is detected by a
Visuphone implemented on the device to display a visual IVR
menu corresponding to the audible IVR menu of the destination.
Visuphone may be hardware, an application stored as a
software or firmware on the device, or a combination thereof.
Visuphone may include a database of visual IVR menus corresponding
to audible IVR menus for various destinations.
Thereafter, the caller may interact with the visual IVR menu
displayed on the device to establish a connection with the
destination. Furthermore, Visuphone may detect and launch a
VOIP application for establishing the connection. Moreover,
Visuphone may provide pre-recorded or computer synthesized
audio responses on behalf of the caller to the destination.
[0018] 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
options into the database. In this manual mode, the operator
will dial IVR numbers from a list and for each of them will
follow all the options in several levels and in each level, enter
the menu entries into the database. This can be done to many
different IVR phone numbers, by one or multiple operators.
The voice menu can be recorded to for analyzing in a different
process or a different time.
[0019] 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,
record the different options of the voice menu, analyze the
voice menu and generate and enter the different entries into
the database. The system will generate the voice tone that
simulates the relevant touchtone 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 is done for all the IVR phone number in the list.
[0020] 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 build 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
would then be converted to visual IVR menu by utility that
could be design according to the format, which could be
provided by the IVR maker.
[0021] Another aspect 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.
[0022] Another aspect of the invention is to enable the
caller to directly interact with the visual IVR menu without
listening to the audible IVR menu of the destination.
[0023] Another aspect of the invention is to provide the
visual IVR menu to the caller before establishing a connection
of the device with the destination.](https://image.slidesharecdn.com/us20130022183systemsandmethodsforvisualpresentationandselectionofivrmenu-141112113718-conversion-gate02/85/Systems-and-methods-for-visual-presentation-and-selection-of-ivr-menu-95-320.jpg)
![US 2013/0022183 AI
[0024] Another aspect of the invention is to provide advertisements
related to the destination or function of the destination
dialed by the caller.
[0025] Yet 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.
[0026] Embodiments of the invention provide an enhanced
communication device. The enhanced communication device
comprises a processor and a memory coupled to the processor.
The memory comprises a database including one or more
destination phone numbers and at least one property associated
with the destination phone numbers Further, the memory
comprises instructions executable by the processor for identifYing
a dialed phone number 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 the one or
more destination phone numbers based on the comparison.
[0027] Embodiments of the invention provide an enhanced
communication device. The enhanced communication device
comprises a database including one or more destination
phone numbers and at least one property associated with the
destination phone numbers. Further, the enhanced communication
device comprises means for identifying a dialed phone
number of a destination, means for determining a location
code associated with a current location of the communication
device, means for comparing the dialed phone number to one
or more destination phone numbers stored in a database, and
means for displaying at least one property associated with the
one or more destination phone numbers based on the comparison.
[0028] Embodiments of the invention provide a method for
providing enhanced telephony. The method includes identifying
a phone number of a destination dialed from a communication
device; determining a location code associated with
a current location of the communication device; and comparing
the dialed phone number to one or more destination phone
numbers stored in a database. The database may include at
least one property associated with the destination phone numbers.
Further, the method includes displaying the at least one
property associated with the one or more destination phone
numbers based on the comparison.
[0029] Embodiments of the invention provide an enhanced
device. The enhanced device comprises a processor and a
memory coupled to the processor. The memory comprises a
database including one or more destination phone numbers
and at least one property associated with the destination
phone numbers Further, the memory comprises instructions
executable by the processor for identifying a dialed phone
number of a destination, determining a location code associated
with a current location of the device, comparing the
dialed phone number to one or more destination phone numbers
stored in a database, and displaying at least one property
associated with the one or more destination phone numbers
based on the comparison.
[0030] Embodiments of the invention provide an enhanced
device. The enhanced device comprises a database including
one or more destination phone numbers and at least one
property associated with the destination phone numbers. Further,
the enhanced device comprises means for identifying a
dialed phone number of a destination, means for determining
a location code associated with a current location of the
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Jan. 24, 2013
device, means for comparing the dialed phone number to one
or more destination phone numbers stored in a database, and
means for displaying at least one property associated with the
one or more destination phone numbers based on the comparison.
[0031] Embodiments of the invention provide a method for
providing enhanced telephony. The method includes identifYing
a phone number of a destination dialed from a device;
determining a location code associated with a current location
of the device; and comparing the dialed phone number to one
or more destination phone numbers stored in a database. The
database may include at least one property associated with the
destination phone numbers. Further, the method includes displaying
the at least one property associated with the one or
more destination phone numbers based on the comparison.
[0032] Embodiments of the invention provide a device
comprising a database comprising a plurality of visual IVR
menus associated with a plurality of destinations. The device
further comprises means for dialing a phone number of a
destination, means for comparing the dialed phone number
with phone numbers stored in the database, and means for
displaying a form based on the comparison, wherein the form
comprises one or more data request fields corresponding to a
visual IVR menu associated with the dialed destination.
[0033] Embodiments of the invention provide a device
comprising a processor. Further, the device comprises a
memory comprising a database. The database comprises a
plurality of visual IVR menus associated with a plurality of
destinations. Further, the memory comprises instructions
executable by the processor for dialing a phone number of a
destination, comparing the dialed phone number with phone
numbers stored in the database, and displaying a form based
on the comparison, wherein the form comprises one or more
data request fields corresponding to a visual IVR menu associated
with the dialed destination.
[0034] Further, a method for providing enhanced telephony
is disclosed. The method comprises dialing, at a device, a
phone number of a destination. The device comprises a plurality
of visual IVR menus associated with a plurality of
destinations. Further, the method comprises comparing the
dialed phone number with phone numbers stored in the
device. Furthermore, the method comprises displaying, at the
device, a form based on the comparison, wherein the form
comprises one or more data request fields corresponding to a
visual IVR menu associated with the dialed destination.
[0035] Embodiments of the invention provide a device for
scheduling a call to a destination based on predefined calling
information. The device comprises a database comprising at
least one visual IVR menu associated with each of a plurality
of destinations. The device also comprises means for dialing
a phone number of a destination of the plurality of destinations
based on the predefined calling information, wherein the
predefined calling information is selected from a visual IVR
menu associated with the destination; means for receiving
information from the dialed destination based on the predefined
calling information; and means for displaying the
received information.
[0036] Embodiments of the invention disclose a method for
providing scheduling a call to a destination based on predefined
calling information. The method comprises dialing a
phone number of a destination of a plurality of destinations
based on the predefined calling information, wherein the predefined
calling information is selected from a visual IVR
menu associated with the destination. Further, the method](https://image.slidesharecdn.com/us20130022183systemsandmethodsforvisualpresentationandselectionofivrmenu-141112113718-conversion-gate02/85/Systems-and-methods-for-visual-presentation-and-selection-of-ivr-menu-96-320.jpg)
![US 2013/0022183 AI
comprises receiving information from the dialed destination
based on the predefined calling information. Furthermore, the
method comprises displaying the received information.
[0037] Embodiments of the present invention provide a
device. The device comprises a processor. Further, the device
comprises a memory coupled to the processor. The memory
comprises a database comprising at least one IVR menu associated
with at least one IVR system. Further, the memory
comprises instructions executable by the processor for sending
a first section of a data packet to a second communication
device. The first section comprising first information is sent
based on a visual IVR menu associated with the second communication
device. Further, the memory comprises instructions
executable by the processor for receiving an acknowledgement
message from the second communication device
based on the first section of the data packet. Furthermore, the
memory includes instructions executable by the processor for
sending a second section of the data packet to the second
communication device based on the acknowledgement message.
The second section comprises second information.
[0038] Embodiments of the present invention provide a
method for communicating among a plurality of communication
devices. The method comprises sending, by a device, a
first section of a data packet to a second communication
device. The first section comprising first information is sent
based on a visual Interactive Voice Response (IVR) menu
associated with at least one IVR system. Further, the method
comprises receiving, at the device, an acknowledgement message
from the second communication device based on the first
section of the data packet. Furthermore, the method comprises
sending, by the device, a second section of the data
packet to the second communication device based on the
acknowledgement message. The second section comprises
second information.
[0039] Embodiments of the invention provide a method for
establishing a communication session in a communication
network. The method comprises dialing, by a device, a phone
number of a second communication device. The second communication
device comprises an IVR system. Further, the
method comprises detecting, by the device, a data network.
Furthermore, the method comprises sending, by the device, a
first section of a data packet to the dialled second communication
device when the data network is detected. The first
section comprises first information.
[0040] Embodiments of the invention provide a communication
device comprising a database comprising a plurality of
visual Interactive Voice Response (IVR) menus associated
with a plurality of destinations. The communication device
further comprises means for dialing a phone number of a
destination, means for comparing the dialed phone number
with phone numbers stored in the database, and means for
displaying a form based on the comparison, wherein the form
comprises one or more data request fields corresponding to a
visual IVR menu associated with the dialed destination.
[0041] A method for providing enhanced telephony is disclosed.
The method comprises dialing, at a communication
device, a phone number of a destination. The communication
device comprises a plurality of visual IVR menus associated
with a plurality of destinations. Further, the method comprises
comparing the dialed phone number with phone numbers
stored in the communication device. Furthermore, the
method comprises displaying, at the communication device, a
form based on the comparison, wherein the form comprises
4
Jan. 24, 2013
one or more data request fields corresponding to a visual IVR
menu associated with the dialed destination.
[0042] An aspect of the invention is to provide updates to
the visual IVR menus stored in the device.
[0043] An aspect of the invention is to provide the visual
IVR menu when the call is forwarded from one destination to
another.
[0044] Another aspect of the present invention is to provide
a method for displaying, at a device, a visual IVR menu
associated with a phone number of a calling device. Further,
the method displays one or more communication options at
the device.
[0045] Another aspect of the invention is to enable a user at
the device to interact with the visual IVR menu of the calling
first party device without listening to the audible IVR menu of
the first party device.
[0046] Yet another aspect of the invention is to enable a
portable device or device to connect to an external device with
better display capabilities.
[0047] Further aspect of the invention is to provide the
visual IVR menu of a first party device to a user of a device
before establishing a communication session between the
device and the first party device.
[0048] Additional aspect of the invention is an automatic
learning of caller choice and uses that for assisting the caller
in his future calls.
BRIEF DESCRIPTION OF THE DRAWINGS
[0049] Having thus described the invention in general
terms, reference will now be made to the accompanying
drawings, which are not necessarily drawn to scale, and
wherein:
[0050] FIG. 1A illustrates an exemplary enviroument
where various embodiments of the invention may function;
[0051] FIG. 1B illustrates another exemplary enviroument
where various embodiments of the invention may function;
[0052] FIG. 1C illustrates yet another exemplary environment
where various embodiments of the invention may function;
[0053] FIG. 2A illustrates an exemplary audible Interactive
Voice Response (IVR) menu at a destination, in accordance
with an embodiment of the invention;
[0054] FIG. 2B illustrates an exemplary visual IVRmenu at
a device corresponding to the audible IVR menu of the destination,
in accordance with an embodiment of the invention;
[0055] FIG. 2C illustrate an exemplary visual IVR menu
that display graphics for each option, in accordance with an
embodiment of the invention;
[0056] FIG. 2D illustrate an exemplary visual IVR menu
that display tooltip when a curser is hovering an option for
more than certain time without action, in accordance with an
embodiment of the invention;
[0057] FIGS. 3A and 3B illustrates exemplary components
of the device for implementing a Visuphone, in accordance
with an embodiment of the invention;
[0058] FIG. 4 illustrates an exemplary display of the visual
IVR menu on the device, in accordance with an embodiment
of the invention;
[0059] FIG. 5 illustrates exemplary components of the
device for implementing the Visuphone, in accordance with
another embodiment of the invention;
[0060] FIG. 6 illustrates an exemplary display of the visual
IVR menu on the device, in accordance with another embodiment
of the invention;](https://image.slidesharecdn.com/us20130022183systemsandmethodsforvisualpresentationandselectionofivrmenu-141112113718-conversion-gate02/85/Systems-and-methods-for-visual-presentation-and-selection-of-ivr-menu-97-320.jpg)
![US 2013/0022183 AI
[0061] 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;
[0062] FIG. 8 illustrates an exemplary software architecture
ofVisuphone, in accordance with an embodiment of the
invention;
[0063] FIG. 9 illustrates exemplary components of the
Visuphone, in accordance with an embodiment of the invention;
[0064] FIG. 10 illustrates an exemplary remote server for
storing information required by the Visuphone, in accordance
with an embodiment of the invention;
[0065] FIG. 11 illustrates presentation of a visual IVR
menu in case of call forwarding, in accordance with an
embodiment of the invention;
[0066] FIG.12 illustrates the presentation of the visual IVR
menu when a phone connection is associated with a wide
band internet 'smart' modem;
[0067] FIG.13 illustrates the presentation of the visual IVR
menu when a telephone connection is established through an
external telephone service by using a computer;
[0068] FIGS. 14A, 14B, and 14C illustrate a Visu-add-on
that provides the features and functionality of the Visuphone;
[0069] FIGS. 15A, 15B, and 15C illustrate a flowchart diagram
for presentation, selection and update of visual IVR
menus, in accordance with an embodiment of the invention;
[0070] FIG. 16 illustrates exemplary components of a
device for implementing a database construction system, in
accordance with an embodiment of the invention;
[0071] FIGS.17A, 17B, and 17C illustrate exemplary components
of the database construction system, in accordance
with an embodiment of the invention;
[0072] FIG. 18 illustrates a flowchart diagram for creating
a database for visual IVR menus, in accordance with an
embodiment of the invention;
[0073] FIG. 19 illustrates an exemplary set of IVR categories;
[0074] FIG. 20A illustrates an exemplary information process
stored in a database;
[0075] FIG. 20B illustrates an exemplary web form generated
for the information process of FIG. 20A;
[0076] FIG. 21 illustrates an exemplary display of representations
of destinations on the device, in accordance with
an embodiment of the invention;
[0077] FIG. 22 illustrates an exemplary visual IVRmenu of
the selected destination with added graphics at a device, in
accordance with an embodiment of the invention;
[0078] FIGS. 23A, 23B, and 23C illustrate a flowchart diagram
for providing representation of destinations based on
position, in accordance with an embodiment of the invention;
[0079] FIG. 24 illustrates flowchart for presenting advertisement
along with the visual IVR menu on the device, in
accordance with an embodiment of the invention;
[0080] FIG. 25A illustrates an exemplary information process
for an IVR menu stored in records database, in accordance
with an embodiment of the invention;
[0081] FIG. 25B illustrates an exemplary web form generated
for the information process of FIG. 25A, in accordance
with an embodiment of the invention;
[0082] FIG. 26 illustrates a flowchart for submitting personal
information of a caller by Visuphone, in accordance
with an embodiment of the invention;
[0083] FIG. 27 illustrates an exemplary representation of a
visual IVR menu associated with the dialed phone number of
5
Jan. 24, 2013
the destination along with a scheduling mode option, m
accordance with an embodiment of the invention;
[0084] 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 accordance with an embodiment of the invention;
[0085] FIG. 29 illustrates an exemplary display at the
device after switching to a scheduling mode, in accordance
with an embodiment of the invention;
[0086] FIGS. 30A and 30B illustrates a flowchart for providing
enhanced telephony by presenting a scheduling mode
option to the caller, in accordance with an embodiment of the
invention;
[0087] FIGS. 31A, 31B, 31C and31D illustrates 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;
[0088] FIG. 32 illustrates an exemplary packet sent from a
device to a second communication device, in accordance with
an embodiment of the invention;
[0089] FIG. 33 illustrates an exemplary structure of a first
section of the packet sent to the second communication
device, in accordance with an embodiment of the invention;
[0090] FIGS. 34A and 34B illustrates a flowchart for communicating
among a plurality of communication devices, in
accordance with an embodiment of the invention;
[0091] FIGS. 35A, 35B, and 35C illustrates 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;
[0092] 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;
[0093] FIG. 37 illustrates an exemplary visual IVR menu
along with one or more communication options at a device, in
accordance with an embodiment of the invention;
[0094] FIG. 38 illustrates another exemplary visual IVR
menu along with one or more communication options at a
device, in accordance with an embodiment of the invention;
[0095] FIG. 39 illustrates the presentation of the visual IVR
menu when a phone connection is associated with a wide
band internet 'smart' modem;
[0096] FIG. 40 illustrates a flowchart for providing
enhanced telephony when a call is received, in accordance
with an embodiment of the invention;
[0097] FIG. 41 illustrates an environment where a device
may be connected to an external device, according to an
embodiment of the invention;
[0098] FIG. 42 illustrates exemplary functioning of the
device (portable device) in the environment of FIG. 41, in
accordance with an embodiment of the invention;
[0099] FIG. 43 illustrates exemplary functioning of the portable
device such as a smart phone connected to a laptop in the
environment of FIG. 41, in accordance with another embodiment
of FIG. 44 illustrates exemplary functioning of the
portable device connected to a large display screen in the
environment of FIG. 41, in accordance with another embodiment
of the invention;
[0100] FIG. 45 illustrates exemplary functioning of the portable
device such as the smart phone connected to a television
screen in the environment of FIG. 41, in accordance with
another embodiment of the invention;](https://image.slidesharecdn.com/us20130022183systemsandmethodsforvisualpresentationandselectionofivrmenu-141112113718-conversion-gate02/85/Systems-and-methods-for-visual-presentation-and-selection-of-ivr-menu-98-320.jpg)
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[0101] FIG. 46 illustrates exemplary functioning of the portable
device connected to a picture frame in the environment
of FIG. 41, in accordance with another embodiment of the
invention;
[0102] FIG. 47 illustrates exemplary functioning of the portable
device connected to a Global Positioning System (GPS)
navigation system in the environment of FIG. 41, in accordance
with another embodiment of the invention;
[0103] FIG. 48 illustrates exemplary functioning of the portable
device such as the smart phone connected to a projector
in the environment of FIG. 41, in accordance with another
embodiment of the invention;
[0104] FIG. 49 illustrates 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 with an embodiment of the invention;
[0105] FIG. 50 illustrates block diagram of the portable
device, in accordance with an embodiment of the invention;
[0106] FIG. 51 illustrates another block diagram of the
portable device, in accordance with an embodiment of the
invention;
[0107] FIG. 52 illustrates an environment where a portable
device may be connected to a user device, in accordance with
an embodiment of the invention;
[0108] FIG. 53 illustrates an environment where a portable
device may be connected to a user device, in accordance with
another embodiment of the invention;
[0109] FIG. 54 illustrates exemplary functioning of the portable
device connected to a mobile phone in the environment
of FIG. 52 or FIG. 53, in accordance with an embodiment of
the invention;
[0110] FIG. 55 illustrates exemplary functioning of the portable
device connected to a mobile phone and a projector in
the environment of FIG. 52 or FIG. 53, in accordance with
another embodiment of the invention;
[ 0111] FIG. 56 illustrates another exemplary functioning of
the portable device connected to a mobile phone and a large
screen in the environment of FIG. 52 or FIG. 53, in accordance
with another embodiment of the invention;
[0112] 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 another embodiment of the invention;
[0113] FIG. 58 illustrates exemplary functioning of the portable
device connected to a mobile phone and a laptop in the
environment of FIG. 52 or FIG. 53, in accordance with
another embodiment of the invention;
[0114] FIG. 59 illustrates another exemplary functioning of
the portable device connected to a picture frame and a wired
telephone in the environment of FIG. 52 or FIG. 53, in accordance
with another embodiment of the invention;
[0115] FIG. 60 illustrates exemplary functioning of the portable
device connected to a mobile phone and a GPS navigation
system in the environment of FIG. 52 or FIG. 53, in
accordance with another embodiment of the invention;
[0116] 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;
[0117] FIG. 62 illustrates a block diagram of portable
device 5202, in accordance with an embodiment of the invention;
6
Jan. 24, 2013
[0118] FIG. 63 is a flowchart illustrating the functioning of
portable device 4102, in accordance with an embodiment of
the invention;
[0119] FIGS. 64Aand 64B illustrates a flowchart for implementing
the portable device in the environment of FIG. 52
and FIG. 53, in accordance with an embodiment of the invention;
[0120] FIG. 65 illustrates an exemplary functioning of
Visuphone for displaying one or more contact options at a
device, in accordance with an embodiment of the invention;
[0121] FIG. 66 illustrates change of display at user device
102, when a user selects a contact option, in accordance with
an embodiment of the invention;
[0122] FIG. 67 illustrates an exemplary functioning of
Visuphone for displaying one or more contact options at a
device, in accordance with another embodiment of the invention;
[0123] FIG. 68 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; and
[0124] FIG. 69 illustrates a flow diagram illustrating an
exemplary functioning of the Visuphone for displaying one or
more contact options at a device, in accordance with an
embodiment of the invention.
DETAILED DESCRIPTION OF THE INVENTION
[0125] Illustrative embodiments of the invention now will
be described more fully hereinafter with reference to the
accompanying drawings, in which some, but not all embodiments
of 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 elements throughout.
[0126] FIG. lA illustrates an exemplary environment
where various embodiments of the invention may function. A
device 102a can be used by a caller 106 for connecting to
destinations l08a-n. Device 102a can be a telecommunication
device that can connect directly to a Public Switched
Telephone Network (PSTN) 110. A person skilled in the art
will appreciate, that device 1 02a can also connect to a private
telephone exchange. Examples of device 102a include, but
not limited to, a mobile phone, a Smartphone, a telephone, or
any other device capable of voice or data communication.
Each of destinations l08a-n may include one or more Interactive
Voice Response (IVR) menus. Further, each of destinations
l08a-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 l08a-n, an
audible IVR menu may be played to caller 106. Each of
destinations l08a-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 l08a-n comprises
audible options or instructions. Caller 106 may be
required to select various options from the audible IVR menu
to obtain the required information or resource or service from
the dialed destination. Various types of destinations l08a-n
that implement the audible IVR menu include, for example,
banks, hotels, fast-food outlets, utility services providers,
corporate offices, and so forth.
[0127] In an embodiment, device 102a includes a Visuphone
104 that can display a visual IVR menu on device 1 02a](https://image.slidesharecdn.com/us20130022183systemsandmethodsforvisualpresentationandselectionofivrmenu-141112113718-conversion-gate02/85/Systems-and-methods-for-visual-presentation-and-selection-of-ivr-menu-99-320.jpg)
![US 2013/0022183 AI
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.
[0128] In an embodiment of the invention, device 102a can
request for updates from a server through a communication
network. The server may maintain the updated information of
destinations and their associated properties. This may happen
in a case when requested information is not available on the
dialed destination. The communication network can include
more than one device. Examples of the communication network
include, but are not limited to, the Network, PSTN,
Local Area Network (LAN), Wide Area Network (WAN), and
so forth.
[0129] 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 1 02b include,
but are not limited to, a personal computer, a laptop, a mobile
phone, a smart-phone, a fixed line telephone, Voice Over
Internet Protocol (VOIP) phone or other devices capable 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,
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 limited
to, a Local Area Network (LAN), a Wide Area Network
(WAN), a Wi-Fi network, and so forth. As discussed with
reference to FIG. 1A, destinations 108a-n can present the
audible IVR to caller 106. Device 102b includes Visuphone
104b that displays a visual IVR menu on device 102b corresponding
to the audible IVR menu based on a phone nnmber
of the destination to be connected. Further, Visuphone 104
may display one or more options for communication on
device 102b.
[0130] FIG. 1C illustrates yet another exemplary environment
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
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,
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 nnmber of the destination to be
7
Jan. 24, 2013
connected. Further, Visuphone 104 may display other communication
options to caller 106.
[0131] 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
server to Visuphone 104 of device 102c. Further, Visuphone
104 may save and/or display the received information at
device 102c.
[0132] FIG. 2A illustrates an exemplary audible IVR menu
222a at destination 1 08a, in accordance with an embodiment
of an invention. 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
1 OS a for the sake of explanation and is not an actual graphical
display. For explanation, assuming that destination 108a is a
pizzeria that provides home delivery and takes away services.
Caller 106 connects to destination 108a by dialing a board
phone number 202a. Subsequently, various options of
audible IVR menu 222a are played to caller 106. The various
options include an 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 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 to give the caller better view of the
option domain and allow even faster interface between caller
and the IVR.
[0133] 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".
[0134] Options 204a, 206a, 208a, 210a, 212a, 214a, and
216a are part of a main menu 218a. Main menu 218a can be
repeated by selecting option 220a by caller 106. Caller 106
may repeat main menu 218a for example, in case of a mistake
in selection. Therefore, caller 106 directly 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.
[0135] Further, each of destinations 1 OS a-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.
Herein after device 102 collectively refers to device 102a,](https://image.slidesharecdn.com/us20130022183systemsandmethodsforvisualpresentationandselectionofivrmenu-141112113718-conversion-gate02/85/Systems-and-methods-for-visual-presentation-and-selection-of-ivr-menu-100-320.jpg)
![US 2013/0022183 AI
102b and 102c. 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.
[0136] In an exemplary scenario, in a hotel, the food items
in a daytime menu card may be different from a night menu
card. Accordingly, the options in the visual IVR menu may
differ. Therefore, the visual IVR menus for daytime and night
can be different for the hotel. When caller 106 dials the phone
number of the hotel in daytime, a daytime visual IVR menu
can be displayed at device 102a, and if caller 106 calls at
night, a different menu can be displayed at device 102a.
Therefore, a visual IVR menu of the hotel displayed at the
calling device for a call made at noon may be different then
the visual IVR menu displayed for another call made at
evening.
[0137] FIG. 2B illustrates an exemplary visual IVR menu
222b corresponding to an audible IVR menu 222a, in accordance
with an embodiment of the invention. Visual IVR menu
222b may be displayed on a screen of 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 IVR menu 222b can be displayed on device 102a that
connects to destination 108a directly through PSTN 110.
Visual IVR menu 222b includes various nodes corresponding
to the options of an audible IVR menu of destination 108a.
The various nodes of visual IVR menu 222b include a node
202b for connecting to board number 202a of destination
108a. Similarly, nodes 204b, 206b, 208b, 210b, 212b, 216b
corresponds to option 204a, 206a, 208a, 210a, 212a, 216a
respectively. A node corresponding to option 220a may not be
required in visual IVR menu 222b, as the complete menu is
visible and caller 106 may not be required to repeat audible
IVR menu 222a. Therefore, when caller 106 selects a node
from visual IVR menu 222b, Visuphone 104 automatically
transmits the desired action corresponding to the options in
audible IVR menu 222a to dialed destination 108a. For
example, assuming that caller 106 calls destination 108a to
order a veg pizza for home delivery. In this case, caller 106
directly selects nodes 208b and 214b from a touch screen of
device 102a, corresponding to veg pizza and home delivery
from visual IVRmenu 222b.Altematively, caller 106 directly
selects nodes 204b, 208b and 214b by pressing corresponding
keys '2', '1', and from a keypad or screen of device 102a
without a need to listen to the complete audible IVR menu.
Visuphone 104 accordingly transmits 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. Moreover, caller 106 may not be required to select all
the options. For example, when caller 106 wants to order a
veg-pizza for take away. Then, only the nodes 208b and 216b
may be required to be selected, and node 204b is automatically
understood by Visuphone 104b. Furthermore, a node
that is necessary for a transaction is automatically highlighted.
For example, if caller 106 only selects node 216b for
take away, then node 208b for a veg-pizza or node 210b for
non-veg are 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 ofveg-pizza. Visuphone 104 automatically generates a
8
Jan. 24, 2013
sequence of the selections made by caller 106 and transmits it
to the destination. Furthermore, Visuphone 104 stores the
selections and the numbers dialed by the caller during the call
in association with the destination phone number. In an
embodiment, Visuphone 104 may enable callers to 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.
[0138] In an embodiment of the invention, visual IVR menu
222b 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. 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 102a
(102b or 102c). The process of displaying visual IVR menu
when a call is received at the device is explained in detail in
FIG. 35 to FIG. 40.
[0139] 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
highlight or animate when the node is highlighted, and so
forth.
[0140] 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 208 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 displayed. 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.
[0141] FIG. 2D illustrate an exemplary tooltip that is displayed
when a curser is hovered over an option in the visual
IVR menu. As shown, a tooltip box 222 is displayed when a
cursor 226 is hovered on option 204c or 206c. Similarly, a
Tool tip 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.
[0142] In an embodiment of the invention, Visuphone 1 04b
may provide a standard menu per group of similar audible
IVR or destinations. Withreferenceto 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 providers.
In such a case, the database may include a standard menu
per class of compatible providers. 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
(or DTMF) to that specific audible IVR. Furthermore, the
standard menus may be published. Therefore, various provid-](https://image.slidesharecdn.com/us20130022183systemsandmethodsforvisualpresentationandselectionofivrmenu-141112113718-conversion-gate02/85/Systems-and-methods-for-visual-presentation-and-selection-of-ivr-menu-101-320.jpg)
![US 2013/0022183 AI
ers 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
standard choice across various domains. For example, if a
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 destination
is a telephone company. In an embodiment of the
invention, the caller may customize the icons or graphics
displayed on the menu.
[0143] FIG. 3 illustrates exemplary components of device
1 02a for implementing Visuphone 104. Device 1 02a 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 PSTN 110 through a gateway
326, which is connected to network 112 through a network
interface 314. Input/Output (I 0) interface 316 of device
102a may be configured 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. Although
not shown, various other devices can be connected through IO
interface 316 to device 102a. In an embodiment of the invention,
device 102a may be connected to a hub that provides
various services such as voice commnnication, 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.
[0144] 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 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 Memory (ROM), a hard disk, and so forth. A person
skilled in the art will appreciate that other types of computerreadable
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 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
commnnicate with destinations. Examples of other applications
310 include, but are not limited to, Skype, Google Talk,
Magic Jack, and so forth. Other applications 310 may be
stored as software or firmware on device 102a.
[0145] 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, 2B and 2C. Visuphone 104 may be an application stored
as a software or firmware on device 102a. The visual IVR
menus are stored in a visual menu database 308 in memory
306 of device 102a. Visuphone 104 searches visual menu
database 308 for visual IVR menus corresponding a phone
number of destinations 108a-n dialed by caller 106. In an
embodiment, Visuphone 104 searches visual menu database
308 for visual IVR menus corresponding to a phone nnmber
of a calling destination. Subsequently, if the visual IVR menu
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Jan. 24, 2013
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 nnmber and automatically displays the visual IVR menu
corresponding to the phone number. Thereafter, the caller can
interact with the visual IVR menu, without listening to the
complete audible IVR menu of destinations.
[0146] With reference to FIG. 4, an exemplary display of a
visual IVR menu 406 on device 1 02c is illustrated. The caller
may dial a phone nnmber 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
nnmber 402 is searched and displayed on a display 412.
[0147] In an exemplary instance, if caller dials a phone
nnmber of an IVR destination, then a visual IVR menu corresponding
to audible IVR menu of the dialed destination is
displayed on 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 IVR menu
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.
[0148] Caller can interact with visual IVR menu 406 by
pressing a desired button from keypad 320. For example,
caller can press a '5' key from keypad 320 to select a node 5
in visual IVR menu 406. 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
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 fnnctionality of the display screen. Therefore,
Visuphone 104 may display the visual IVR menu in form
of a simple list. Similarly, a list may be displayed in case of
fixed line telephones. Moreover, in case device 102c includes
a high capability screen, such as but not limited to an iPhone,
then the visual IVR menu is displayed in form of graphics.
[0149] Subsequently, after caller selects a desired action
from 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.](https://image.slidesharecdn.com/us20130022183systemsandmethodsforvisualpresentationandselectionofivrmenu-141112113718-conversion-gate02/85/Systems-and-methods-for-visual-presentation-and-selection-of-ivr-menu-102-320.jpg)
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[0150] In an embodiment, Visuphone 104 may be configured
to display an advertisement 408. Advertisement 408 may
correspond to the type of services provided by the dialed
destinations. 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 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.
[0151] Visuphone 104 may be configured to connect to an
intended destination, when caller selects advertisement 408.
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
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
for selecting his account balance may be highlighted.
[0152] 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.
[0153] 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
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 a
time information. In an embodiment, Visuphone 104 may
further 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 destination. 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
10
Jan. 24, 2013
information 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.
[0154] In an embodiment of the invention, Visuphone 104
may 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 the dialed destination after establishment of the communication.
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 Instrument 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.
[0155] FIG. 5 illustrates exemplary components of device
102b for implementing Visuphone 104, in accordance with
another embodiment of the invention. Device 1 02b 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. 1B, 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
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 1 02b may be configured to connect external or peri phera!
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 IO 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.
[0156] Device 102b includes a display interface 502 to
connect to a display 512. Display interface 502 can be for
example, a video adapter. Display 512 outputs graphical
information to caller. In an embodiment of the invention,
display 512 includes a touch sensitive screen. Therefore,
caller 106 can provide inputs to device 102b by touching
display 512 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](https://image.slidesharecdn.com/us20130022183systemsandmethodsforvisualpresentationandselectionofivrmenu-141112113718-conversion-gate02/85/Systems-and-methods-for-visual-presentation-and-selection-of-ivr-menu-103-320.jpg)
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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 applications 510 that enable caller 106 to communicate
with destinations 1 08a-n. Examples of other applications 510
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 1 02b. The visual IVR menus are stored in
visual menu database 308 in memory 506 of device 102b.
Visuphone 104 searches visual menu database 3 08 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
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, without
listening to the audible IVR menu of destinations 1 08a-n.
[0157] FIG. 6 illustrates an exemplary display of a visual
IVR menu 604 on device 102b, in accordance with an
embodiment 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 corresponding 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.
[0158] In an exemplary instance, if caller 106 dials a phone
number 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
10 departments. Further, the display area of display 512 may
be limited. As a result, all the nodes of visual IVR menu 604
may not be displayed together on display 512. In such a case,
Visuphone 104 is 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.
[0159] Subsequently, after caller 106 selects a desired
option from visual IVR menu 604, a connection is established
between device 102b and a destination based on the selected
action. In one embodiment, Visuphone 104 is configured to
detect and present applications suitable to caller 106 for initiating
the connection. For example, Visuphone 104 may
detect more than one VOIP applications present in device
102b and present them to caller 106 on display 512. There-
11
Jan. 24, 2013
after, 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 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
104 is configured to display visual IVR menu 604 for
the phone number selected from the applications. Further, one
or more options such as file, edit, new, and so forth may be
displayed in field 602 as shown.
[0160] 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 destination.
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
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. 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 be dialed out to the
IVR at the proper time.
[0161] 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 websites 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.
[0162] Thereafter, Visuphone 104 can detect and lannch a
VOIP 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 login details for the VOIP application in
Visuphone 104. 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 connect to the destination from web browser 702
automatically and may not be required to dial the phone
number or provide call-back information.
[0163] In an embodiment of the invention, Visuphone 104
may include a VOIP plug-in that monitors the outgoing calls
made from the VOIP application. Therefore, the VOIPplug-in
may search each dialed number in visual menu database 308.
In case, the dialed number is found in visual menu database](https://image.slidesharecdn.com/us20130022183systemsandmethodsforvisualpresentationandselectionofivrmenu-141112113718-conversion-gate02/85/Systems-and-methods-for-visual-presentation-and-selection-of-ivr-menu-104-320.jpg)
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308 and is associated with aniVR, then the VOIP plug-inmay
display the visual IVR menu corresponding to the audible
IVR menu of the dialed number.
[0164] 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 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.
[0165] FIG. 8 illustrates exemplary software architecture
800 ofVisuphone 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
functioning or installation of the hardware of device are provided
by a drivers layer 804. Moreover, drivers layer 802
interfaces with an Operating System 806.
[0166] Operating System 806 provides memory and environment
required by Visuphone 104 and other applications
808 for functioning on device. Examples of Operating System
806 include, but are not limited to, Windows, Macintosh,
Linux, Symbian, Andriod, 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
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
implemented as a multi-threaded application. Therefore,
visual IVR menus of more than one destination may be displayed
simultaneously on device.
[0167] FIG. 9 illustrates exemplary components ofVisuphone
104, in accordance with an embodiment of the invention.
As 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 processes or applications executing on the device
may not block the operation ofVisuphone 104.
[0168] When caller 106 dials, selects or receives a phone
number on the device, a detection module 902 ofVisuphone
104 detects that a phone number has been dialed, selected or
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 number. Moreover,
caller 106 may use a mouse to a joystick to select or
12
Jan. 24, 2013
press icons of numbers displayed on the VOIP application.
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,
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
the VOIP application, detection module 902 can detect the
exact position of each number icon on the display of device.
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
number '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.
[0169] 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 number
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 number 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.
[0170] The phone number 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 number. 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
1 08a-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 number 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.
[0171] The visual IVR menu identified by a search module
904 is displayed on the display of device by display module](https://image.slidesharecdn.com/us20130022183systemsandmethodsforvisualpresentationandselectionofivrmenu-141112113718-conversion-gate02/85/Systems-and-methods-for-visual-presentation-and-selection-of-ivr-menu-105-320.jpg)
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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.
[0172] Caller 106 may interact with the visual IVR menu or
other information displayed on device 102. For example,
caller 102 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 connection module 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 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 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.
[0173] In an embodiment, a call of caller 106 may be transferred
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 have different audible IVR menus. Connection
module 908 is configured to identify the transfer of call and to
switch the visual IVR menu of destination 108a with destination
108b. The switching of visual IVRmenus is explained
in detail in conjunction with FIG. 11.
[0174] 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. Subsequently,
the connection or the transaction can be processed.
[0175] As discussed in conjunction with FIGS. 4 and 6,
Visuphone 104 may be configured to display advertisements
on device 102. The advertisements are managed by advertisement
module 912 ofVisuphone 104. The advertisement may
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Jan. 24, 2013
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 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. 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 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.
[0176] 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 functionalities
to caller. An update module 914 may be configured
to update the visual IVR menus stored in visual IVR menu
database of device. Moreover, update module 914 may be
configured to update Visuphone. 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.
[0177] Visuphone 104 may record the caller's selections or
keystrokes 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 can provide better support to caller by 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
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
as analyzed from the caller's keystrokes during his connection
with destinations of the audible IVR menus.
[0178] FIG.10 illustrates an exemplary remote server 1002
connected to a remote repository 1004. As shown remote
server 1002 is connected to device 102 through a computer
network 1006. Further, remote server 1002 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
1 08a-n directly through PSTN 101 0; therefore the connection
is not limited to network 1006. Each of destinations 108a-n](https://image.slidesharecdn.com/us20130022183systemsandmethodsforvisualpresentationandselectionofivrmenu-141112113718-conversion-gate02/85/Systems-and-methods-for-visual-presentation-and-selection-of-ivr-menu-106-320.jpg)
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may be connected to audible IVR menu repository 1012a-n,
here after referred to as destination repository 1012a-n.
[0179] 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 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 embodiment of the invention, visual menu
database 308 may be updated by receiving menus through
Short Messaging Service (SMS). The SMS may be sent from
destination 108a-n or remote repository 1004 to device 102.
Remote repository 1004 includes visual IVR menus corresponding
to audible IVR menus of destinations 1 08a-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.
[0180] In case, the audible IVR menu of a destination is
changed, caller may not be able to connect to the destination
by using Visuphone. Visuphone is configured to detect the
error generated while establishing the connection. For
example, caller may select a node in the visual IVR menu that
may not have a corresponding option available in audible IVR
menu, or a connection not be established between device 102
and the destination. The error is detected by update module
914 ofVisuphone. 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, the error
report may include the error generated and an Identity (ID) or
version of the visual IVR menu on which the error was generated.
In case, the updates are not available in remote repository
1004, then an update of remote repository 1004 may be
required.
[0181] 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. Remote server 1002 can comprise a
process of continuously 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 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 102 for download an update.
[0182] 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 pack-
14
Jan. 24, 2013
ets. The data network is a network capable of establishing
data and voice communication among various commnnication
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.
[0183] In an embodiment of the invention, visual menu
database 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
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.
[0184] 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 1 08a may have completely different audible IVR
menus as compared to destination 108b. For example, destination
108a may be a loan department and destination 108b
may be an insurance department of a bank. 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.
[0185] 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 108a. In an
embodiment, the connection is established directly without
using Visuphone 104. Thereafter, destination 108a 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.
[0186] In an embodiment, destination 108b 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 IVR menu of destination 108b. Subsequently,
display module 906 ofVisuphone 104 uses the audible IVR](https://image.slidesharecdn.com/us20130022183systemsandmethodsforvisualpresentationandselectionofivrmenu-141112113718-conversion-gate02/85/Systems-and-methods-for-visual-presentation-and-selection-of-ivr-menu-107-320.jpg)
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menu ID to display the corresponding visual IVR menu.
Further, a caller may select a node from the visual IVR menu
corresponding to destination 108b. Therefore, when a caller
selects a node, a connection may be established with destination
108b. In an embodiment of the invention, connection
between device 102 and destination 108a is disconnected
after establishing a connection between device 102 and destination
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.
[0187] Another embodiment of the invention allow visual
IVR 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
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
serv1ces.
[0188] 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 landline phone. Modem 1206 may be a Digital Subscriber
Link (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. 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-F i connection.
Modem 1206 comprises the ability to detect and recognize
the dialing made 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 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 screen of computer 1202.
[0189] 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
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
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.
[0190] 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
15
Jan. 24, 2013
the visual IVR menu corresponding to the dialed number on
the designated channel of the television 1212. Further, all the
options described before can be provided now using the
screen 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 provided 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 Playstation, can be
connected to the Internet. Each of those devices may allow
'smart' modem 1206 to provide a visual IVR menu on the
screens of television 1212.
[0191] In another embodiment of the invention a telephone
connection may be established through an external telephone
service by using a computer, as discussed with reference to
FIG. 13. External telephone service provider 1310, such as
'Google Voice', which a 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
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
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
described before, such as but not limited to highlighting previous
choices, automatic dialing of caller information and
presenting related advertisements.
[0192] Another enhancement for such external service provider
1310 is to provide a 'smart' connect. In case of the
'smart' 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 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.
[0193] 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 telephone connection line 1410. Add-on 1404 may
comprise a processing nnit, a display and a database. The
database may be similar to visual menu database 308 as
discussed in FIG. 3. 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](https://image.slidesharecdn.com/us20130022183systemsandmethodsforvisualpresentationandselectionofivrmenu-141112113718-conversion-gate02/85/Systems-and-methods-for-visual-presentation-and-selection-of-ivr-menu-108-320.jpg)
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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 WiFi or Bluetooth.
[0194] FIG. 14B illustrates an embodiment, where an addon
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 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. Addon
1414 may comprise a processor and a database. The database
may be similar to visual menu database 3 08 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 ofFIG.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.
[0195] 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 envirouments as discussed above.
[0196] FIGS. 15A, 15B, and 15C illustrate a flowchart diagram
for presentation of the visual IVR menus, in accordance
with an embodiment of the invention. Caller 106 may dial,
select or receive a number to connect to a destination from
device 102. The destination may include an audible IVR
menu for interaction with a caller. Further, device 102 may
include 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
IVRmenu.
[0197] At step 1502, Visuphone such as of device 102
detects a phone number dialed, selected or received 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 of Visuphone
104. Thereafter, search module 904 searches visual menu
database 308 of device 102 for the phone number, at step
1504. Search module 904 searches for visual IVR menu and
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Jan. 24, 2013
other information corresponding to the phone number. Other
information may include, for example, the caller profile, call
history of the caller, advertisement associated with the phone
number and so forth. In an embodiment of the invention,
search module 904 searches visual menu database 308 in
real-time. Therefore, the visual IVRmenu and other information
may be searched with only a few digits of the phone
number.
[0198] At step 1506, it is determined by search module 904
whether the visual IVR menu and other information are available
for the phone number in visual menu database 308. In
case, the visual IVR menu is available, then the process continues
to step 1508. In case, the visual IVR menu is not
available, then device 102 may be connected to remote
repository 1004 by update module 914, at step 1518 as shown
with reference to FIG. 15B. Thereafter, it is checked whether
the visual IVR menu is available in remote repository 1004, at
step 1520. Subsequently, if the visual IVR menu is available,
then visual menu database 308 is updated from the information
available at remote repository 1004, at step 1522. The
process then continues to step 1524.
[0199] Further, at step 1506, once it been determined by the
search module 904 that the visual IVR menu for the destination
is available in the visual menu database 308 an asynchrony
request is sent to remote repository 1004, at step 1558.
The request is sent to check whether a newer version of the
menu with different content is available, at step 1560. Subsequently,
if such version exists in remote repository 1004, then
visual menu database 308 is updated accordingly, at step
1522. The process is then continues to step 1524.
[0200] In case, the visual IVR menu is not available in
remote repository 1004, then the process continues to step
1528. At step 1528, audible IVR menu selection in detected
on device 102. The 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 1530.
Thereafter, the process continues to step 1526, where remote
repository 1004 is updated for information.
[0201] At step 1524, it is determined by search module 904
if visual IVR menu is available for the dialed number in
updated visual menu database 308. In an embodiment, Visuphone
detects the correctness of information based on the
error received on connection to the IVR destination or behavior
of the caller. In case, visual IVR menu is available, then the
process continues to step 1508. Otherwise, in case the visual
IVR menu is not available, then the process continues to step
1526, where remote repository 1004 is updated for information.
In an embodiment, Visuphone 104 sends an error report
to remote repository 1004 to initiate the update. The error
report may include the error details of connection, behavior of
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](https://image.slidesharecdn.com/us20130022183systemsandmethodsforvisualpresentationandselectionofivrmenu-141112113718-conversion-gate02/85/Systems-and-methods-for-visual-presentation-and-selection-of-ivr-menu-109-320.jpg)
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pre-defined time interval. In another embodiment of the
invention, remote repository 1004 is updated by an administrator
of remote server 1102.
[0202] At step 1508, if the visual IVR menu is available in
the visual IVR menu database, 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 include the nodes of the visual IVR menu selected by
the caller. In another embodiment, the inputs include the
advertisement selected by the caller. Subsequently, device
102 is connected to destination based on the inputs provided
by the caller, at step 1512.At step 1514, 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. Thereafter, the process steps as discussed above
are 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 are received, to continue the communication till the
caller or destination disconnects the connection.
[0203] 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
1004. 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
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.
[0204] 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 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 1602. Memory 1604 may
include Database Construction System (DCS) 1606 for gathering
audible IVR menu information, which could be called
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.
[0205] DCS 1606 may include various modules or instructions
that may be executed by processor 1610 for generating
17
Jan. 24, 2013
information in records database 1608, as explained in detail
with reference to FIG. 17. 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 performing 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 may be implemented on
different devices.
[0206] Records database 1608, may include multiple
records. Further each record may include an IVR identity
code, multiple internal destinations and an activation code for
each said internal destination. The IVR identity code may be
for example, the phone number 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
sub-internal destination. Moreover, each sub-internal destination
may be associated with a sub-record.
[0207] 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.
[0208] FIG. 17 A 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](https://image.slidesharecdn.com/us20130022183systemsandmethodsforvisualpresentationandselectionofivrmenu-141112113718-conversion-gate02/85/Systems-and-methods-for-visual-presentation-and-selection-of-ivr-menu-110-320.jpg)
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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 of the caller with the information, such as
the telephone numbers stored in records database 1608. The
records can then be forwarded to the caller's device by download
module 1710.
[0209] 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.
[0210] 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 or more activation codes associate with
the IVR identity code. 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.
[0211] 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
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
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
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
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.
[0212] ILM 1726 as part of its internal algorithm will drive
the interaction sessions with the IVR. ILM 1726 may include
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
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
reduced.
18
Jan. 24, 2013
[0213] The process of IVR 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, 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 case, a connection to records database 1608 is not
available, then TSM 1728 may accumulate the information
until a connection can be established.
[0214] Dialog Module 1730 ofiTM 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 amount of guessing that is required for translating the
IVR audio request. SRM 1732 may use a single grammar or
a combination of dedicated grammars, for example, but limited
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 preset
terms stored in the memory. Examples, of preset terms
include, but not limited to, "yes", "no", name of the caller, and
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.
[0215] Dialog module 1730 may be required to respond to
the IVR requests during a tracking session. Dialog module
1730 may use a Response module 1734 to generate the
required response. Various audible IVRmenus 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
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,
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
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.
[0216] Various destinations may provide a different audible
IVR 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
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](https://image.slidesharecdn.com/us20130022183systemsandmethodsforvisualpresentationandselectionofivrmenu-141112113718-conversion-gate02/85/Systems-and-methods-for-visual-presentation-and-selection-of-ivr-menu-111-320.jpg)
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which a particular audible IVR menu is active. Accordingly,
ITM 1724 may call the destinations multiple times based on
the time information.
[0217] 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 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 web-based list such as
yellow pages to call the destinations. Generally, the phone
numbers of the destinations in the yellow pages are organized
based on the business domains of the destinations. Accordingly
the business domain code could be added to record
database 1608. As graphics and icons are very effective in
enhancing 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.
[0218] ITM 1724 may include components to connect to
the audible IVR menu. As shown with reference to FIG. 17B,
ITM 1724 may include a VOIP connection module 1736 to
interact with a VOIP application 1740. VOIP application
1740 may be implemented within or outside DCA 1720. In
such a case, VOIP connection module 1736 may use VOIP
application 1740 to interact with the audible IVR menus.
[0219] 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.
[0220] FIG. 18 illustrates a flowchart diagram for generating
records database 1608 by using DCS 1606, in accordance
with an embodiment of the invention. The audible IVR menus
of destinations may be analyzed to generate records database
1608 for corresponding visual IVR menus. At step 1802, a
phone number may be dialed to connect to an audible IVR
menu of destination. The phone numbers and destinations
may be selected automatically from a database of phone
numbers. For example, yellow pages for a selected territory,
category, business or other suitable classifications. As discussed
with reference to FIG. 2A, the audible IVR menu may
include various options 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
19
Jan. 24, 2013
be provided. The first level of the audible IVR menu is analyzed
at step 1804. The audible IVR menu may be analyzed
by voice recognition.
[0221] In an embodiment of the invention, the voice recognition
for constructing records database 1608 is based on
context-enhanced voice recognition. 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.
[0222] Further, the voice may be converted to a text format.
In an embodiment of the invention, a voice-to-text application
may 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 1806.
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 1808, it is determined
whether there are any sub-menus in the audible IVR menu.
The sub-menus may be detected based on the information
analyzed from the audible IVR menu. In an embodiment of
the invention, sub-menus are detected based on the information
stored in the database.
[0223] In case the audible IVR menu contains sub-menus,
then the sub-menus are analyzed, at step 1810. The submenus
may be analyzed in a similar manner as the first level
of audible IVR menu as discussed above. Subsequently, at
step 1812, the information corresponding to the sub-menus is
stored in records database 1608.At step 1814, it is determined
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
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 discover
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
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.
[0224] Moreover, records database 1608 may be automatically
checked and verified after complete analysis of the
audible 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 be use quality marks for every term
recognized during the 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 operators. In an embodiment of the invention,](https://image.slidesharecdn.com/us20130022183systemsandmethodsforvisualpresentationandselectionofivrmenu-141112113718-conversion-gate02/85/Systems-and-methods-for-visual-presentation-and-selection-of-ivr-menu-112-320.jpg)
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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. Further, the audible IVR menus may be analyzed
by human operators, in case of malfunction or other issues
with the automatic functioning.
[0225] In an embodiment of the invention, records database
1608 may be updated automatically based on a pre-defined
update 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 ofVisuphone. For example, the caller may identify
that a visual IVR menu incorrect or incomplete, and may
subsequently provide a rating to the visual IVR menu. Further,
an administrator or caller of records database 1608 may
update it manually.
[0226] 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 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 use 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.
[0227] 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.
[0228] 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
20
Jan. 24, 2013
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.
[0229] FIG. 20A illustrates an exemplary information process
for an IVR menu stored in records database 1608. 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. 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".
[0230] Corresponding to these requests a display may be
generated on the caller's device, an exemplary illustration is
as shown with reference to FIG. 20B. As shown, a web form
2014 is generated corresponding to the requests. Web form
2014 may be presented on a web browser of the caller's
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
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
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
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
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
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.
[0231] In another embodiment of the invention, electronic
yellow pages directory allows the dialing the number directly
from 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 position of the dialed destination number and
position of the one or more destinations. The caller can select](https://image.slidesharecdn.com/us20130022183systemsandmethodsforvisualpresentationandselectionofivrmenu-141112113718-conversion-gate02/85/Systems-and-methods-for-visual-presentation-and-selection-of-ivr-menu-113-320.jpg)
![US 2013/0022183 AI
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 caller the time 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 IVRmenu database or can be connected to a visual IVR
menu service in order to provide the menu to the caller.
[0232] 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. For example, when
caller 106 dials a phone number of pizzeria then Visuphone
104 may 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.
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.
[0233] FIG. 21 illustrates an exemplary display of representations
2102a-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 all restaurants serving Chinese food located within
the predefined range of distance relative to caller 106.
[0234] 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 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, icons, area map, and so forth. Representations
2l02a-n may also include the distance of destinations lOSa-n
with respect to the location of caller 106.
[0235] Caller 106 may select a destination from the representations
2102a-n based on one or more displayed proper-
21
Jan. 24, 2013
ties. 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
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
caller 106.
[0236] 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. 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.
[0237] In an embodiment of the invention, device 102 can
request for updates from a server through a communication
network. The server may maintain the updated information of
destinations and their associated properties. The commnnication
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
Network (WAN), and so forth.
[023S] Alternatively an enhanced web base 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 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. 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 use VOIP to connect
the caller over the web to the IVR of the destination.
[0239] 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.
[0240] 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](https://image.slidesharecdn.com/us20130022183systemsandmethodsforvisualpresentationandselectionofivrmenu-141112113718-conversion-gate02/85/Systems-and-methods-for-visual-presentation-and-selection-of-ivr-menu-114-320.jpg)
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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
a destination. Further, each of destinations 108a-n may have
more than one audio IVR menus. So different visual IVR
menu corresponding to one or more audio IVR menus is
possible.
[0241] FIGS. 23A, 23B, and 23C illustrate a flowchart diagram
for providing representation of destinations based on
position, 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 device 102.
Destinations 108a-n may include an audible IVR menu for
interaction with a caller. Further, device 102 may include
Visuphone 104 to display one or more representations 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 2202 without
listening to the audible IVR menu.
[0242] At step 2302, 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. In an embodiment of the invention, Visuphone
104 displays at least one property associated with one
or more destinations 108a-n based on the identified dialed
phone number of the destination. Further, at step 2304, a
location code associated with current location of device 102 is
determined. The location 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 different than the location code of the dialed destination
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.
[0243] At step 2306, 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 2308, 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 2310, CPU 304
checks whether the destination phone numbers matching the
business category are available in visual menu database 308.
22
Jan. 24, 2013
In case the one or more destination phone numbers are available,
then the process continues to step 2312, else the process
control goes to step 2328.
[0244] At step 2312, CPU 304 searches for at least one
phone number from the one or more destination phone numbers
based on the location code. The location code is associated
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 102b and a location code of the dialed destination
phone number. At step 2314, 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, then
step 2326 is executed. At step 2326, a visual IVR menu of the
dialed destination phone number is displayed on display 302,
as shown with reference to FIG. 23C.
[0245] At step 2314, when the at least one destination
phone number matching the location code of device 102 is not
available in the visual menu database 308, the process continues
to step 2316. At step 2316, the at least one destination
phone number with its associated properties are displayed.
CPU 304 displays the at least one destination phone number
and associated properties on display 302 of device 102. Further,
at step 2318, caller 106 selects a destination phone
number from the displayed representations of destinations. At
step 2320, 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.
[0246] As discussed with reference to FIG. 22, visual IVR
menu 2202 includes one or more options. At step 2322, caller
106 selects an option from visual IVR menu 2202. Thereafter,
at step 2324, device 102 connects to the selected optionofthe
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 2310, 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 2328,
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 2330, the updates are received
from the server by device 102. Then, at step 2332, the
received updates are stored in the visual menu database 308
on device 102. Thereafter, the process continues to step 2308.
[0247] 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 caller the time 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.](https://image.slidesharecdn.com/us20130022183systemsandmethodsforvisualpresentationandselectionofivrmenu-141112113718-conversion-gate02/85/Systems-and-methods-for-visual-presentation-and-selection-of-ivr-menu-115-320.jpg)
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[0248] 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 by the destinations dialed by a caller. For example,
if destination dialed is a builder, then advertisement 408 may
include promotions or offers about new plots or houses.
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 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.
[0249] Visuphone 104 may be configured to connect to an
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
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
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.
[0250] As discussed with reference to FIG. 9, the advertisements
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 may be displayed. Moreover, the advertisement can
be 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.
Moreover, the advertisement may include 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. 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.
[0251] In another embodiment, advertisement module 912
may be configured to receive the advertisements from a
remote server 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
23
Jan. 24, 2013
displayed. Furthermore, the advertisements may be associated
with the personal data of caller 106. For example, the
advertisement may be displayed based on the calling pattern
of caller 106.
[0252] FIG. 24 illustrates a flowchart for presenting advertisements
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
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
may be stored on a remote database that can be connected to
device 102.
[0253] At step 2402, a number dialed by a caller such as
caller 106 for a destination is identified by Visuphone 104.
The destination may be associated with an IVR, for which a
visual IVR 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 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 bank, then the dialed number is identified and an advertisement
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.
[0254] 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 by caller 106. In one embodiment,
the advertisements may be downloaded from dialed
destination or remote database on a server in the network.
[0255] 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 existing advertisement is displayed as discussed at
step 2406. In an embodiment of the invention, the advertisement
is displayed for a pre-set time duration. Otherwise, in
case the advertisement is selected by caller 106 than the
process continues to step 2404, where the telephone number
of the destination associated with the advertisement is used to
search for advertisement.
[0256] 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).](https://image.slidesharecdn.com/us20130022183systemsandmethodsforvisualpresentationandselectionofivrmenu-141112113718-conversion-gate02/85/Systems-and-methods-for-visual-presentation-and-selection-of-ivr-menu-116-320.jpg)
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[0257] FIG. 25A illustrates an exemplary information process
for 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
ofiVR options. In an embodiment, the specific information
may 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
callemame, 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 an ordered list of activation codes.
[0258] In another embodiment, caller 106 may be required
to provide the specific or personal information as audio or
voice 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 for such authentications or questions alternatively
the system can use synthesis voice. As discussed with reference
to FIG. 16 the audio prompts or 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 an exemplary request 2504a
"Please enter the login identity (ID)", a request 2506a "Please
enter the password".
[0259] 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 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 maybe
used when connection module 908 detects that a voice
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.
[0260] 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 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 information. 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, Visuphone 104 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 required
24
Jan. 24, 2013
to complete the missing information manually. Subsequently,
Visuphone 104 may connect to the IVR after the caller clicks
on the submit button 2508.
[0261] 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 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 embodiment, Visuphone 104 may change the
format of the response from an audio format to a text format.
[0262] FIG. 26 illustrates a flowchart for submitting personal
information of a caller by Visuphone 104, in accordance
with an embodiment of the invention. At step 2602, caller 106
dials a phone number of a destination 108 such as destination
108a. Subsequently, at step 2604 a visual IVR menu associated
with the dialed number is displayed on the display screen
of caller device 102. For example, destination 108 may be a
bank. Thereafter, at step 2606 caller 106 may select an option
from the displayed visual IVRmenu. For example, caller 106
may select to make a transaction from account, so caller 106
may select an appropriate option from the displayed visual
IVR menu. 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 may require
caller 106 to provide authentication information before a
transaction can be made. At step 2608, 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 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.
[0263] Subsequently, at step 2610, Visuphone 104 may fill
the 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
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
one or more data request fields with important information.
Further, caller 106 may define the predefined information.
Caller 106 can also be referred as a caller. For example,
Visuphone 104 may submit the name and account number of
caller 106, but may not submit the transaction password. In
another embodiment of the invention, Visuphone 104 may
allow caller 106 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 2612 the connection between dialed destination 108
and caller device 102 may be established and the information
stored in the form is submitted. Typically, the IVR of desti-](https://image.slidesharecdn.com/us20130022183systemsandmethodsforvisualpresentationandselectionofivrmenu-141112113718-conversion-gate02/85/Systems-and-methods-for-visual-presentation-and-selection-of-ivr-menu-117-320.jpg)
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nation 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.
[0264] 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, Visuphone
104 may convert the receiver format of the response
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
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.
[0265] In an embodiment of the invention, Visuphone 104
may call the dialed destination based on predefined calling
information automatically; it is described in detail in FIGS.
3 OA and 3 OB. 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.
[0266] 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 exemplary
visual IVR menu of a pizzeria. It is well kuown 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.
[0267] Further, each of destinations 1 08a-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.
[0268] 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.
25
Jan. 24, 2013
Caller 106 may switch device 102 to a scheduling mode by
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.
[0269] Furthermore, Visuphone 104 may automatically call
a phone number of a destination of destinations 1 08a-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 additiona!
data such as a predefined time interval, maximum number
of dialing attempts, waiting time, and so forth.
[0270] 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 123-456-7890* *. 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.
[0271] 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. 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
represented 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 banking
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.
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
saving one or more inputs from the caller after switching to
the scheduling mode.](https://image.slidesharecdn.com/us20130022183systemsandmethodsforvisualpresentationandselectionofivrmenu-141112113718-conversion-gate02/85/Systems-and-methods-for-visual-presentation-and-selection-of-ivr-menu-118-320.jpg)
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[0272] 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 FIG. 27, Visuphone 104 may save the inputs from caller
106 after switching to the scheduling mode. Device 102
switches 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 call. A time input box 2906 may be displayed
on the screen of device 1 02a 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
phonenumberofthe 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.
[0273] In another embodiment of the invention, call schedule
2902 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
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
caller 106. Further, call schedule 2902 may also include additional
information such as maximum number of calling
attempts, waiting time, and so forth.
[0274] Thereafter, a communication is established between
device 102 and the dialed destination. After establishment of
the communication, Visuphone 104 may request and/or
receive information from the dialed destination based on the
selection 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.
[0275] 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 selec-
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Jan. 24, 2013
tion 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 Visuphone
104.
[0276] FIGS. 30A and 30B 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 device 102. Destinations 1 08a-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 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 the predefined
calling information. In an exemplary scenario, a user
of device calls a bank, than a scheduling 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.
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.
[0277] At step 3002, a phone number of a destination is
dialed from device 102. Caller 106 may dial the phone number
of destination of destinations 108a-n. At step 3004, 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 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 3006, device 102 is switched to a scheduling
mode. Caller 106 selects scheduling mode option 2720 for
switching device 102 to the scheduling mode. As 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.
[0278] At step 3008, Visuphone 104 saves the selection
information including the one or more options of the displayed
visual IVRmenu. 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 2906. Caller 106 may enter the date and time
information in calendar 2904 and time input box 2906 respectively.
At step 3010, Visuphone 104 saves the call schedule
including the date and time information.
[0279] At step 3012, it is checked whether the entered call
schedule's date and time has arrived. Visuphone 104 may](https://image.slidesharecdn.com/us20130022183systemsandmethodsforvisualpresentationandselectionofivrmenu-141112113718-conversion-gate02/85/Systems-and-methods-for-visual-presentation-and-selection-of-ivr-menu-119-320.jpg)
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perform the checking by comparing the call schedule's date
and time with the current date and time. In an embodiment,
Visuphone 104 determines the current date and time based on
the system clock and/or internet. If the call schedule's date
and time is not equal to current date and time, then at step
3014 the process waits for the call schedule's date and time to
arrive, otherwise the process control goes to step 3016. At
step 3016, Visuphone 104 dials the phone number of the
destination. 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.
[0280] At step 3018, 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 communication
byVisuphone 104.
[0281] At step 3020, 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 another destination of destinations
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,
HyperText Markup Language (HTML) or any other format
compatible with device 102.
[0282] At step 3022, 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
embodiment, the saved information may be accessed by
caller 106 later. At step 3024, Visuphone 104 displays the
received information on display 302 of device 102.
[0283] According to an embodiment of the invention, Visuphone
104 may send one or more data packets (or messages)
for establishing a connection or communication session in a
commnnication network 3100 as illustrated in FIG. 31A-D.
FIG. 31A-D illustrates exemplary environments, where various
embodiments of the invention can function. Communication
network 3100 includes a device 3102a. In an 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
27
Jan. 24, 2013
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 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 network is a
network capable of establishing data and voice commnnication
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.
[0284] 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
communication device 3102a 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 connect to a
private telephone exchange. Examples of first commnnication
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 communication 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 commnnication 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.
[0285] In an embodiment, first communication device
3102a may include an IVR application. In an embodiment,
first communication device 31 02a may include the IVR application
such as Visuphone 31 04a as shown in FIG. 31A. Visuphone
104a may provide data regarding a phone number of
second communication device 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 commnnication device 3108a.
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
31 02a can have more than one IVR menus. Visuphone 31 04a
may display a visual IVR menu on first communication
device 3102a corresponding to the audible IVR menu associated
with the phone number of second communication
device 3108a to be connected.
[0286] 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
personal digital assistant (PDA), a mobile phone, and so forth.
Various types of second commnnication 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,](https://image.slidesharecdn.com/us20130022183systemsandmethodsforvisualpresentationandselectionofivrmenu-141112113718-conversion-gate02/85/Systems-and-methods-for-visual-presentation-and-selection-of-ivr-menu-120-320.jpg)
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and so forth. Further, second communication device 3108a
can have more than one audio/visual IVR menus. Typically,
the audible IVR menu provided by second communication
device 3108a comprises 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.
[0287] 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 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 3108a via the visual IVR menu associated
with second communication device 3108a.
[0288] In an embodiment, first communication device
3102a may receive an acknowledgement message from second
communication device 3108a. In an embodiment, the
acknowledgement 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.
[0289] In an embodiment, second communication device
3108 such as a second communication device 3108b may
include an IVR application such as Visuphone 31 04b as
shown in FIG. 31B. As shown communication network 100
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 acknowledgment 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.
[0290] FIG. 31C illustrates another exemplary environment
where communication device may exchange one or
more messages or data packets for establishing communication
session, in 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 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-Fi network, 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 communication 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 device 3108b (or
3108a) presents the audible IVR to first communication
device 3102b.
[0291] Further, Visuphone 3104a may search or detect a
data network. In an embodiment, Visuphone 31 04a may send
28
Jan. 24, 2013
one or more messages in the form of data packets to second
communication device 3108b, when a data network such as
the Internet is detected or available. Further, Visuphone
3104a may establish a communication session with second
communication device 3108b 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 3104a of first communication device
3102b 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
ofDTMF signals or tones.
[0292] As illustrated in FIG. 31D, first communication
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
customers. For example, cable television service provider
may also provide phone and network service, optical network
provider may also provide phone or television services,
WiMax service providers that provide phone service, and so
forth. Network 3112 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
serv1ces.
[0293] First communication device 3102c includes Visuphone
31 04a 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). 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 number. The visual IVR menu will indicate
the version information 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 communication 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 31 04a is not available at
second communication device 3108b. Thereafter, second
communication device 3108b may send the information
received from the server to Visuphone 3104a. Visuphone
3104a may further request and/or receive information from
the dialed second communication device 3108b. Further,
Visuphone 3104a may display the information at first com-](https://image.slidesharecdn.com/us20130022183systemsandmethodsforvisualpresentationandselectionofivrmenu-141112113718-conversion-gate02/85/Systems-and-methods-for-visual-presentation-and-selection-of-ivr-menu-121-320.jpg)
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munication device 3102c. In an embodiment, Visuphone
3104a may include version information. The version information
may be a combination of numbers, alphabets or an
alphanumeric code indicating a version ofVisuphone 3104a.
Herein after, first communication device 3102 may be used to
refer first communication device 3102a-c collectively.
[0294] FIG. 32 illustrates an exemplary packet 3202 sent
from first 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 communication device 3102 may
send the packet 3202 to second communication device 3108
for establishing a communication 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 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 associated with second communication
device 3108, arrACK bit, and so forth. The Visuphone version
indicates the version information ofVisuphone 31 04a present
at first communication device 3102. The visual menu ID
indicates the identity information of the visual IVR menu
associated with the 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 theACK bit or acknowledgement bit to 1 and send it
back to first communication device 3102 as an acknowledgement
message. A value 1 in 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 of IPv6 packet. The
structure of header section or first section 3202a is shown in
FIG. 33.
[0295] 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,
29
Jan. 24, 2013
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.
In an embodiment first section 3202a and second section
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.
[0296] FIG. 33 illustrates an exemplary structure of first
section 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 ofiPv6 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 label 3306 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
to next element or packet in the chain of packets when multiple
packets are sent. Hop limit 3312 field may indicate the
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.
[0297] FIGS. 34A and 34B illustrates a flowchart for communicating
among a plurality of communication devices, in
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 may include an
IVR application such as Visuphone. As shown in FIG. 31B,
second communication device 3108b includes Visuphone
3104b. In another embodiment, second communication
device may not include Visuphone as shown in FIG. 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 Dual-Tone
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 3104 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.](https://image.slidesharecdn.com/us20130022183systemsandmethodsforvisualpresentationandselectionofivrmenu-141112113718-conversion-gate02/85/Systems-and-methods-for-visual-presentation-and-selection-of-ivr-menu-122-320.jpg)
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[0298] 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 3402,
Visuphone 3104a of first communication device 3102
searches for a data network such as the Internet. At step 3404,
an availability of the data network is checked. When the data
network is available the process continues to step 3408 else
the process control goes to step 3406. At step 3406, Visuphone
3104a 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.
[0299] At step 3408, Visuphone 3104a sends a first section
of the packet as a data packet to second communication
device 3108a 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 of the packet includes first information.
Examples of the first 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, an ACK bit, hop limit, payload
length, traffic class, and so forth. The Visuphone version field
indicates the version 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 acknowledgement bit may be used by second
communication device 3108 to send an acknowledgement
message from which the first section is received. In an
embodiment, the ACK bit may have a value such as 0 or 1.
[0300] At step 3410, 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 3412. At step 3412, 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.
[0301] At step 3414, 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, 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
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Jan. 24, 2013
device 3102. 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 device 3102. The user profile indicates information
such as last dialed numbers, time oflast call, duration
of last call to second communication device 3108, and so
forth.
[0302] In an embodiment, Visuphone 3104a may send
header information as a first section of the packet and data or
payload 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 as a single packet 3202, as shown in FIG. 32.
[0303] FIG. 35A illustrates an exemplary communication
network where a call is received at a device from a first party
device, in accordance with an embodiment of the invention. A
device 3502a may receive a call from a plurality of first party
devices 3508a-n in a communication network 3500. A person
skilled in art will appreciate, that communication network
3500 may also include different types of devices. Further,
communication 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 telephone, a computer, a laptop computer, a
personal digital assistant (PDA), a mobile phone, 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 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 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 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.
[0304] A caller 3506 may connect to a first party device of
the first party devices 3508a-n either by accepting a call from
the 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 information to device 3502a. Similarly, device 3504a
may also request information from first party devices 3508an.
Device 3502a can be a telecommunication device that can
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.
[0305] A Visuphone 3504 of device 3502a can display a
visual IVRmenu 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](https://image.slidesharecdn.com/us20130022183systemsandmethodsforvisualpresentationandselectionofivrmenu-141112113718-conversion-gate02/85/Systems-and-methods-for-visual-presentation-and-selection-of-ivr-menu-123-320.jpg)
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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.
[0306] 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
on the calling first party device. Device 3502a may also
request information from first party device 3508a from which
the call is received.
[0307] 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
embodiment of the invention. As shown, a device 3502b can
be a communication device that can be connected directly to
a network 3514. Examples of device 3502b include, but are
not limited to, a personal computer, a laptop, a mobile phone,
a smart-phone, a fixed line telephone, 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
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,
LAN, WAN, a Wi-Finetwork, 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.
[0308] As shown in FIG. 35C, a device 3502c can be connected
to PSTN 3510 through network 3514 or through a
cellular network 3516. Various service providers provide
multiple or overlapping services to customers. For example,
cable television service provider may also provide phone and
network service, optical network provider may also provide
phone or television services, 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 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 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 first
party device 3508a may send the information received from
the server to Visuphone 3504. Visuphone 3504 may further
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Jan. 24, 2013
request and/or receive information from calling first party
device 3508a. Further, Visuphone 3504 may display the information
at device 3502c.
[0309] 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 calling first party device 3508. In an embodiment,
device 3502a may be referred as a second party device.
[0310] Further, Visuphone 3504 can highlight an option or
node in 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 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 attend or reject the call from first party
device 3508.
[0311] Further, Visuphone 3504 may display one or more
communication 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 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 so forth depending on the selection of the communication
option. Further, third party device 3602 may have
an associated phone number.
[0312] In an embodiment, when caller 3506 selects a 'conferencing'
option from the displayed one or more communication
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 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 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 embodiment,
caller 3506 of device 3502a may opt to leave the con-](https://image.slidesharecdn.com/us20130022183systemsandmethodsforvisualpresentationandselectionofivrmenu-141112113718-conversion-gate02/85/Systems-and-methods-for-visual-presentation-and-selection-of-ivr-menu-124-320.jpg)
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ference call in between of the call. Thereafter, first party
device 3508a and third party device 3602 may continue with
the call.
[0313] 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 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.
[0314] 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.
[0315] 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 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 daytime
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
32
Jan. 24, 2013
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.
[0316] 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
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,
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.
[0317] 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 information
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
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
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
another first party device 3508b during the call.
[0318] 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 corresponding
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
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,
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
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 bank. 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.](https://image.slidesharecdn.com/us20130022183systemsandmethodsforvisualpresentationandselectionofivrmenu-141112113718-conversion-gate02/85/Systems-and-methods-for-visual-presentation-and-selection-of-ivr-menu-125-320.jpg)
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[0319] Another embodiment of the invention allow visual
IVR menu for calls received at a conventional home telephone.
FIG. 39 illustrates the presentation of the visual IVR
menu when a phone connection is associated with a wide
band 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. 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.
[0320] 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
Link (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.
[0321] 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.
[0322] 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 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
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Jan. 24, 2013
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 provided
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 Playstation, 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.
[0323] FIG. 40 illustrates a flowchart for providing
enhanced telephony 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 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 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 3502 by accepting
the call. In an 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 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.
[0324] At step 4002, a call from a phone number of a first
party device 3508 such as a first party device 3508a, is
received. The call may be received by Visuphone 3504 of
device 3502. First party device 3508a may initiate a call to
device 3504 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 3504 may compare the phone number of first
party device 3508a with the stored phone numbers.
[0325] 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
associated 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 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.
[0326] At step 4006, visual IVR menu associated with the
calling 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 corresponding to different nodes as shown in FIG. 3 7.](https://image.slidesharecdn.com/us20130022183systemsandmethodsforvisualpresentationandselectionofivrmenu-141112113718-conversion-gate02/85/Systems-and-methods-for-visual-presentation-and-selection-of-ivr-menu-126-320.jpg)
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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 3710, caller 3506 of device
3502 may select a communication option of the displayed one
or more communication options 3720a-n. At step 4012, a
communication session is established based on 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 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 communication network
3500 by selecting the 'call forwarding' option. In an embodiment,
the call may be forwarded to a server of 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.
[0327] 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.
[0328] 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.
[0329] 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 of the device. During the call, if the user
wishes to check 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 IVRmenus.
34
Jan. 24, 2013
[0330] According to an embodiment of the invention, portable
devices such as smart phones, mobile phones, land line
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 FIGS. 41 to FIG. 64.
[0331] FIG. 41 illustrates an enviroument 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), 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 3506a-n include, but are not
limited to, a display screen, a laptop, an electronic musical
instrument, a keyboard, a mouse, and so forth.
[0332] Portable device 4102 may connect to external
devices 41 06a-n by using Bluetooth, Wi-F i, Infrared, or 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.
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
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.
[0333] FIG. 42 illustrates exemplary functioning of portable
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 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 202, keyboard 204, and mouse 206, while
portable 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.
[0334] In an embodiment of the invention, portable device
41 02a 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
Bluetooth or Wi-Fi. Thereafter, portable device 4102a may](https://image.slidesharecdn.com/us20130022183systemsandmethodsforvisualpresentationandselectionofivrmenu-141112113718-conversion-gate02/85/Systems-and-methods-for-visual-presentation-and-selection-of-ivr-menu-127-320.jpg)
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use display oflaptop 4302. Further, laptop 4302 may be used
to control one or more functions of portable device 41 02a and
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.
[0335] In another embodiment of the invention, portable
device 41 02a 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
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
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.
[0336] In another embodiment of the invention, portable
device 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
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 comfort
in using the small form factor of portable device 4102.
[0337] 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 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 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.
[0338] In another embodiment of the invention, portable
device 4102a 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 of GPS navigation system 4702 may be used as
display of portable device 4102a such as a mobile device.
Further, screen ofGPS navigation system 4702 can be used to
access various functions of portable device 41 02a such as call
receiving, browsing the phonebook, browsing the Internet,
35
Jan. 24, 2013
and so forth. This functionality increases the comfort in using
portable device 4102a such as the mobile phone which has
limited display.
[0339] 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 4802. Further, Visuphone 4104 may connect to projector
4802 using any of wired or wireless connection. Further,
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.
[0340] FIG. 49 illustrates exemplary display of an Interactive
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,
and so forth. A visual IVR menu 4904a is a visual menu
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.
[0341] FIG. 50 illustrates a block diagram of portable
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.
[0342] 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 computerreadable
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](https://image.slidesharecdn.com/us20130022183systemsandmethodsforvisualpresentationandselectionofivrmenu-141112113718-conversion-gate02/85/Systems-and-methods-for-visual-presentation-and-selection-of-ivr-menu-128-320.jpg)
![US 2013/0022183 AI
invention, connection manager 5008 may be implemented as
a second processor in device 4102.
[0343] 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.
[0344] 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, 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 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
to connect to portable device 5202.
[0345] 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
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.
[0346] 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
device 5202 may connect to external devices 5206a-n by
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
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.
[0347] Further, as shown in FIG. 53, user device 5204 may
be 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,
Visuphone 5208 is configured to search for available one
or more devices such as external devices 5206a-n and user
device 5204.
[0348] FIG. 54 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. 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.
36
Jan. 24, 2013
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
screen 4202, keyboard 4204, and mouse 4206, while mobile
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.
[0349] 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.
[0350] 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.
[0351] FIG. 56 illustrates another exemplary functioning of
portable device 5202 connected to mobile phone 5402 and
large 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
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 portable
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.
[0352] 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.
[0353] FIG. 58 illustrates exemplary functioning of portable
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](https://image.slidesharecdn.com/us20130022183systemsandmethodsforvisualpresentationandselectionofivrmenu-141112113718-conversion-gate02/85/Systems-and-methods-for-visual-presentation-and-selection-of-ivr-menu-129-320.jpg)
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communication session between mobile phone 5402 and laptop
4302 may be established via portable device 5202. Mobile
phone 5402 is configured to connect with portable device
5202. Similarly, 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.
[0354] 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 telephone 5802 and connect to it. Further, Visuphone
5208 may detect and connect to an external device such as
picture frame 4602.
[0355] 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
may be displayed at screen ofGPS navigation system 4702.
[0356] 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 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.
[0357] 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 Area Network (PAN), Bluetooth, or
other specialized networks. Network interface 6210 may
allow connectivity through various protocols such as TCP/IP,
Bluetooth, acoustic signals, or other types of radio signals.
For example, portable device 5202 may connect a mobile
phone to a television 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 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.
[0358] Portable device 5202 includes a memory 6204 to
store various programs, data and/or instructions that can be
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
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
37
Jan. 24, 2013
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
processor in portable device 5202.
[0359] 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 variety of bus architectures.
[0360] 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.
[0361] At step 6302, Visuphone 4104 of portable device
4102 searches for an external device 4106. For example, a
Visuphone present in a smart phone searches 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 chaked within a predefined distance such as
within 50 meters, 10 meters, and so forth. If the external
device is detected the portable device connects to the external
device at step 6306, else control goes back to step 6302.
Thereafter, at step 6308 contents of display screen of portable
device 5202 are displayed at the connected external device.
For example, when connected to a laptop, the content of smart
phone is displayed on the laptop screen.
[0362] FIGS. 64Aand 64B illustrates a flowchart for implementing
a portable device 5202 in the environment 5200, in
accordance with an embodiment of the invention. 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.
[0363] 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 than 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.
[0364] 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. 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.
[0365] FIG. 65 illustrates 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,
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](https://image.slidesharecdn.com/us20130022183systemsandmethodsforvisualpresentationandselectionofivrmenu-141112113718-conversion-gate02/85/Systems-and-methods-for-visual-presentation-and-selection-of-ivr-menu-130-320.jpg)
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number of a destination, Visuphone of device such as mobile
phone may display one or more contact options 6520a-n
along with the visual IVR menu associated with the dialed
destination. Contact options 6520a-n can be contact details or
information associated with different branches (or locations)
of the dialed destination. For example, if the user dials a
phone number of a pizzeria (e.g. pizza hut), then the Visuphone
will display visual IVR menu 6502 of the pizzeria as
well as one or more contact options corresponding to the other
branches of same pizzeria (of pizza hut).
[0366] Further, by clicking or selecting at least one contact
option of contact options 6520a-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 6520b, a visual IVR menu associated with a particular
branch or department of the dialed destination can be displayed
at the device. In an embodiment, contact options
6520a-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 6520a-n can
be a tab with a tab name such as department name. The user
can select one contact option of contact options 6520a-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 1 02) by selecting at
least one contact option 6520. Visuphone of device (device
1 02) 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 displayed.
[0367] Visual IVR menu 6502 may include various options
6504 to 6518. The user can select one or more options from
the displayed visual IVR menu. For example, the user can
order a pizza by selecting option 6506 or by pressing 1-2 keys
of 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 6520a-n. Based on the selection,
the display of device 102 may change.
[0368] FIG. 66 illustrates change of display at user device
102, when a user selects a contact option, in accordance with
an embodiment of the invention. As discussed with reference
to FIG. 65, when a user selects a contact option such as 6520b
of the contact options 6520a-n, a visual IVR menu 6602
associated with the contact option 6520b may be displayed at
device 102. Visual IVR menu 6602 may include various
options 6604-6614. For example, if the user selects a contact
option corresponding to a home delivery department of the
dialed pizzeria, then visual IVR menu 6602 for home delivery
can be displayed as shown. Visual IVR menu 6604 includes
options such as for ordering pizza by selecting an option 6606
(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 6608. The user can choose to talk to an
executive by selecting option 6614. Contact options 6520a-n
provides an option to the user for directly connecting to IVR
system of the desired branch, this way time can be saved.
[0369] FIG. 67 illustrates an exemplary functioning of
Visuphone for displaying one or more contact options at a
device, in accordance with another embodiment of the invention.
When a user dials a phone number of a destination, such
38
Jan. 24, 2013
as an XYZ airlines customer care, from device 102. Then a
visual IVR menu 6702 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 6720a
and XYZ International Airline Contact Option 6720b can be
displayed at the screen of device 102.
[0370] 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 of XYZ airlines by selecting
the XYZ Domestic Airlines Contact Option 6720a. After
detecting the selection of option 6720a, the Visuphone of
device 102 can display a visual IVR menu associated with the
Domestic Airlines department of XYZ airline as shown in
FIG. 68. Similarly, the user can select International Airlines
Contact Option 6720b to directly connect to the XYZ International
Airlines department. Thereafter, the user can interact
with the displayed visual IVR menu.
[0371] FIG. 68 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. 67, a visual IVR menu ofXYZ
airlines is displayed when the user dials a phone number of
XYZAirlines. One or more contact options 6720a-b can also
be displayed along with visual IVR menu 6702. 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 6802 associated with
domestic airlines department ofXYZ is displayed when the
user selects 'XYZ Domestic Airlines Contact Option' 6720a.
Visual IVR menu ofXYZ domestic airlines includes multiple
options such as a Booking option 6806, a Status Inquiry
option 6808, an Other Inquiry option 6810, and so forth. The
user can interact with visual IVR menu 6802 by selecting one
or more options of visual IVR menu 6802 from these options
6804 to 6818. For example, the user can select a combination
of keys 1-4-2 to directly talk to an executive. In an embodiment,
device 102 may have a touch sensitive screen, in such as
device the user can select option 6818.
[0372] FIG. 69 illustrates a flow diagram illustrating an
exemplary 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 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 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 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.
[0373] At step 6902, a user dials a phone number of a
destination. At step 6904, the Visuphone displays a visual](https://image.slidesharecdn.com/us20130022183systemsandmethodsforvisualpresentationandselectionofivrmenu-141112113718-conversion-gate02/85/Systems-and-methods-for-visual-presentation-and-selection-of-ivr-menu-131-320.jpg)
![US 2013/0022183 AI
IVR menu associated with the dialed phone number of the
destination. At step 6906, 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 6908, a user selects
at least one contact option from the displayed contact options
as shown in FIG. 65 and FIG. 67. Thereafter, at step 6910, the
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
may interact with the displayed visual IVR menu of the
selected contact option.
[0374] 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 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 version,
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 second
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.
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.
[0375] An aspect of the invention is to provide a system for
communicating among a plurality ofiVR enabled communication
devices.
[0376] 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.
[0377] Another aspect of the invention is to provide the
position based visual IVR menus in a communication network.
[0378] Another aspect of the invention is to provide a
device for communicating with a second communication
device. The device includes an IVR application such as Visuphone.
In an embodiment, the second communication device
also includes the IVR application such as Visuphone.
[0379] 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.
[0380] 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 Visuphone.
[0381] 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 another user may interact with the first party device in a
39
Jan. 24, 2013
conference call. In an embodiment, the user may leave the
conference call in between the call.
[0382] 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 between two or more IVR enabled devices.
[0383] 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.
[0384] 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.
[0385] Another aspect of the invention allows a device to
call a destination automatically according to the predefined
calling information entered by a user.
[0386] 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 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 accessed later.
[0387] 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
communication devices. The data packet may include information
required for establishing a communication session.
[0388] An advantage of an embodiment of the invention is
that the user himself/herself does not have to dial the destination
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
calling information set by the caller 106. Further,
Visuphone 104 requests and receives the requested or
inquired information automatically.
[0389] 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 available, 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 at a later time.
[0390] Additional advantage of the invention relates to callers
who are more proficient in foreign language. Visuphone
may provide the visual IVR menu in multiple languages. A
caller can than choose a language ofhis choice and download
to his device database the menu in that language.
[0391] 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 as been described
before for the system to output voice command according to
caller selection of the menu options.
[0392] Embodiments of the invention are described above
with reference to block diagrams and schematic illustrations](https://image.slidesharecdn.com/us20130022183systemsandmethodsforvisualpresentationandselectionofivrmenu-141112113718-conversion-gate02/85/Systems-and-methods-for-visual-presentation-and-selection-of-ivr-menu-132-320.jpg)
![US 2013/0022183 AI
of methods and systems according to embodiments of the
invention. 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 programmable 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 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 specified in the block or blocks.
[0393] 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 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
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
worlds where tasks are performed by remote processing
devices that are linked through a communications network. In
a distributed computing world, program modules may be
located in both local and remote memory storage devices.
[0394] 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 the invention is
defined in the claims, and may include other examples that
occur to those skilled in the art. Such other examples are
intended to be within the scope of the claims if they have
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.
1. A method to enhance user interaction with Interactive
Voice Response (IVR), the method comprising:
reading, from an IVR database, a menu corresponding to a
telephone number being dialed from a keying element,
wherein the IVR database comprises a list of telephone
numbers,
wherein each telephone number has a corresponding
menu,
wherein the telephone numbers are grouped based on
one or more categories, and
wherein the IVR database is stored in a memory coupled
to a processor;
40
Jan. 24, 2013
displaying said menu on a display; and
displaying one or more advertisements based on the one or
more categories related to the telephone number being
dialed.
2. The method of claim 1, wherein displaying said menu
comprises displaying at least one icon within said menu.
3. The method of claim 1, further comprising:
displaying a standard menu related to a category of the
telephone number being dialed, and
translating at least one user keying to the corresponding
selection according to the specific menu of the telephone
number dialed.
4. The method of claim 1, further comprising:
updating the IVR database in response to an indication
given by a user.
5. The method of claim 1, further comprising:
recording at least a portion of a telephone call to the telephone
number being dialed, and
storing the portion in said memory in association with the
telephone number being dialed
6. The method of claim 1, further comprising:
associating personal data with the telephone number being
dialed in the IVR database in response to an indication
given by a user.
7. A method for enhancing user interaction with Interactive
Voice Response (IVR), the method comprising:
converting a user menu selection based on a standard menu
to a corresponding selection of a specific menu for a
telephone number being dialed according to an IVR
database,
wherein the IVR database comprises a list of telephone
numbers,
wherein each telephone number has a corresponding
specific menu according to an associated IVR,
wherein the telephone numbers are grouped based on
one or more categories for said associated IVR,
wherein at least one of said categories is associated with
said standard menu, and
wherein said IVR database is stored in a memory
coupled to a processor.
8. The method of claim 7, further comprising:
associating an icon with at least one item of said standard
menu.
9. The method of claim 7, further comprising:
downloading updates for said database.
10. The method of claim 7, further comprising:
using a wireless communication to transfer said standard
menu to a display device.
11. The method of claim 7, further comprising:
recording at least a portion of a telephone call conducted
following said telephone number being dialed, and
storing said portion in said memory in association with said
telephone number being dialed and the user menu selection.
12. The method of claim 7, further comprising:
associating personal user data with said telephone number
being dialed and the user menu selection.
13. The method of claim 7, further comprising:
displaying at least one legal notice associated with said
telephone number being dialed.](https://image.slidesharecdn.com/us20130022183systemsandmethodsforvisualpresentationandselectionofivrmenu-141112113718-conversion-gate02/85/Systems-and-methods-for-visual-presentation-and-selection-of-ivr-menu-133-320.jpg)
Systems and methods for visual presentation and selection of ivr menu
- 1. 111111 1111111111111111111111111111111111111111111111111111111111111111111111111111 US 20130022183Al (19) United States c12) Patent Application Publication Or-Bach et al. (10) Pub. No.: US 2013/0022183 A1 (43) Pub. Date: Jan. 24, 2013 (54) SYSTEMS AND METHODS FOR VISUAL PRESENTATION AND SELECTION OF IVR MENU (76) Inventors: Zvi Or-Bach, San Jose, CA (US); Tal Lavian, Sunnyvale, CA (US) (21) Appl. No.: 13/245,212 (22) Filed: Sep.26,2011 Related U.S. Application Data (63) Continuation of application No. 13/186,984, filed on Jul. 20, 2011. Publication Classification (51) Int. Cl. H04M 1164 (2006.01) Device (Telephone) Caller Visuphone 106 1047 102a (52) U.S. Cl. .................................. 379/88.23; 379/88.22 (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. 108a Destination 108b Destination PSTN 108c Destination • 110 •• 108n Destination
- 2. Patent Application Publication Jan. 24, 2013 Sheet 1 of 92 US 2013/0022183 A1 ro ..0 (.) c CX) co co co 0 0 0 0 ~ ~ ~ ~ c c c c 0 0 0 0 :;::::# :;::::# :;::; :;::; ro ro ro rn c c c c :;::::# ..... :;::; • • • ........ V) V) V) V) <1.) <1.) <1.) <1.) 0 0 0 0 . (.9 u.. ......... <1.) <1.) ~ <1.) c c 0 (.) 0 0 ~ ·- ..c ..c >a.. a.. Q) Q) :::::s o- V) -~- 5 ro N 0 T"""
- 3. Patent Application Publication .c..-o- ..- ell co 0 ..- >- C"a ~ -Q) ell (.9 ~,_ 0 z Q) z .!) co 0 ...-- c 0 ....... ro c ....... C/) Q) 0 c 0 :;::: C"a c ....... C/) Q) 0 Jan. 24, 2013 Sheet 2 of 92 ..--.. a.. 0 > Q) + (..) ·:; a; Q) ...... O::::l CL E 0 u '-" z 1- Cf) a.. (..) co 0 ..- c 0 :;::: C"a c :;::: C/) Q) 0 Q) c .!) 0 v ..c 0 c.. ..-:::: l C/) 5 ,_ Q) C"a c.o u 0 ..-- • .!) N 0 ..-- • 0 ....---- US 2013/0022183 Al c co 0 ..-- c 0 :;::: ell c • :;::: C/) Q) 0 co ~ . (.9 LL
- 4. Patent Application Publication Jan. 24, 2013 Sheet 3 of 92 ca co 0 ...... c 0 ........ ca c :0:::: U) Q) 0 C...D... ...... c>a- ~ ..Q....). ca C) ..0 co 0 ...... c 0 ........ rn c:: :0:::: U) Q) 0 --· Q) c Q) 0 ()..C ·>- ..0....... . Q) '- orn E .U._) () co 0 ...-- c 0 ....... rn c :0:::: z 1- (/) 0.. Q)~ c:: 0 0 ..c 0.. :::::1 U) > '- Q) rn <O () 0 ...-- U) Q) 0 • • • US 2013/0022183 Al c co 0 ...... c 0 :0:: rn c :0:::: U) Q) 0 ............ ...... (_) ....--. <.9 LL
- 5. 1 08a .I Destination Board v202a Number 222a :--------------::::::::::::::::::::::::::::J:::::::::::::::::::::::::::::::~-----~----------- i r-------Main Menu I I i _j I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I Press 2 for Press 3 Order G Status 204a J1 Pizza Order 206aJ1 11 Press 1 for 208a../ 1 Veg 210a ~ ~-L----, 212a Press 2 f ress 1 to talk to Non-Ve the Executive .IX. Press 1 for Press 2 for 1 ,...216a I I ! 214a _/ Home Delivery Take V Away I I I I I I I I I I I I I I Press 0 for main menu 22Qal lf218a : _____ '::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::: _________________ J FIG. 2A ~.'"..=. . ('D .=.... ~ '-.e... (') ~....... .. 0 = ='"= 0-...". (') ~....... .. 0 = ;:= N ~ ... N 0.. .. (.H rFJ =(' D (...'D..... 0... .. 0 N c rFJ N 0.. .. .(...H_ 0 0 N .N.. . QO (.H >....
- 6. 102b /I Device ~----------------------------------------------------------------, I I I I I I I I I I I I I I 204b I I I I I I I I : Veg 208b _;I 1 / Pizza Order 2 Board number 1 210b I I Non~Veg I 202b ' - 206b Order Status 3 I I _ 212b Talk to I Executive 1 I Home Take 216b Delivery Away i 214b; 1 2 I I I I I I I I I I I I I I ; I I ~------------r-------------------------------------------~-------1 222b _) 108a Destination I ( PSTN I 110 I 116 FIG. 28 a'"= ('D .=.... ~ '-.e... (') a.... 0 = ='"= 0-...". (') a.... 0 = ~ ~ := N .j;o. ~ N 0.. .. (.H rFJ =(' D (..'D... Ul 0... .. 0 N c rFJ N 0.. .. .(...H_ 0 0 N N... . QO (.H >....
- 7. 102b J Device ~----------------------------------------------------------------, ' I I I I I I I I Board . , 202c number 1 Pizza Order rder Statu 204cJ In"» 2 • 3 I 210c ! Talk to I _ 212c Veg Non-Veg Executive 208c _,~ I I" 1 'ff2 ' 1 I Home 214c _f/ Qeliv~ry Take Away _r216c " 2 '------2--2-2-c-- y---------------- ___ _- ----------------------------- I I ' I I I I I I I I 108a Destination 110 I 116 112 FIG. 2C a'"= ('D .=.... ~ '-.e... (') a.... 0 = ='"= 0-...". (') a.... 0 = ~ ~ := N .j;o. ~ N 0.. .. (.H rFJ =(' D (..'D... 0 0... .. 0 N c rFJ N 0.. .. .(...H_ 0 0 N N... . QO (.H >....
- 8. 102b Device ~---------------------------w------------------------------------------ 1 I 204c 226 224 Welcome to our Pizza place. Please press 1 to check your order status or press 2 to make a new order rder Statu 01 206c Please press 1 for vegetarian order or press 2 for non-vegetarian pizza order 222 Non-Veg lf 21 Oc ~2 208c Veg t)'-1 l-----------------------------~---------------------------------- 222c FIG. 20 a'"= ('D .=.... ~ '-.e... (') a.... 0 = ='"= 0-...". (') a.... 0 = ~ ~ := N .j;o. ~ N 0.. .. (.H rFJ =(' D (..'D... -....l 0... .. 0 N c rFJ N 0.. .. .(...H_ 0 0 N N... . QO (.H >....
- 9. Device (Computer/Smartphone) .£_302 • ' Radio Display / __:, ["' Interface ;304 Central Processing Unit ~ _:-.., Network Interface 324 j 102a ) 306 Memory I Input/Output I Visuphone ....:,::.:, 104 interface Visual Menu Database ~ 308 Other Applications 310 .FIG. 3A v312 9 Gateway · 314 t-y ../. ... _:.-,... , Network ~ 316 112 __:, Memory v31 Card 3; 1 Keyboard I'- 1-- ~ 3; 'I Mouse .___ H USB Jr~ 11 0 326 a b 2 '"= ~.... . ('D .=.... ~ '-.e... (') ~....... .. 0 = ='"= 0-...". (') ~....... .. 0 = ;:= N ~ ... N 0.. .. (.H rFJ =(' D (..'D... QO 0... .. 0 N c rFJ N 0.. .. .(...H_ 0 0 N N... . QO (.H >....
- 10. ~.'"..=. . ('D Device 9 (Computer/Smartphone) ;302 •• v 312 11 .=.... 0 ~ '-.e... (') ~....... .. 0 Display / .... Radio ' , Interface Gateway · 324 = ='"= 0" = (') 304 -t--y- _) 324 v 314 Central Processing Unit v ~ .... . Network / , Interface Network ' ~....... .. 0 = ~ ~ = 102a Memory 112 316 N ,j;o,. ~ N 0.. .. (.H - ... VOIP Application v 3' 340 ..... ·Memory ) Card rFJ 306 I Visuphone I ..... Input/Output 3: 104 interface ...... Lr-H Keyboard v ~ Visual Menu Database 3: 308 ..... , USB =- ('D (..'D... 0 0... .. 0 N Other Applications '--H Mouse I 310 c rFJ N 0.. .. 4 .(...H_ 0 0 N N FIG. 38 .... QO (.H >....
- 11. Patent Application Publication Jan. 24, 2013 Sheet 10 of 92 US 2013/0022183 A1 w ~ . <(..) J.) _c g > a.. <J.)t: 0 ~ .(/_) 0 N ("") :---------------------------........... ,. ............................................. ---------------------------------: :--------- -----------: 1 N <D co ~~~ roll-gl! 0 0 0 !! () UJ ! ' It I -------------------- --------------------- N II G G : ...::t ...::t ...::t :: 0 mco J'-.. I <D 1.() ...::t I ("") N '' ' ~ . '• ' '' '' '''''' '' :_ __ ,: _______________________________________ j'' ?< :: ~ IIGEJ 0::::"' :: a~ .. ~~ j'GB !(..)1GB :s: <J.) z :: ' l!BG '' llc:JG: '' '' '' '' '' '' '' '' '' ~---------............................................ ---------------------------------------------................................ J :.. .......................................................... J (..) N 0 ..----
- 12. "'= ~ ..... ('D .=.... ~ '-.e... (') ~....... .. 0 = "'= Device (Computer) 1)526 ~Ga:wayr<S 512 .I Display 112 'I' II . 110 ,IJ v102b = 0-...". (') ~....... .. Display Interface "' Network ;-514 502./ " ' Interface 0 = ~ v ~ 5' 516 Central Processing Unit L_ ...... .. 504; ---"' Mouse := N ~ ... N c 0.. .. ... (.H Memory -7 Keyboard Input/ ---"' Output / 5~ I I ,. Visuphone "' 104 interface -7 Speaker rFJ =- ('D (...'.D.... . .... 0 Visual Menu Database L_ v5~ ...... ....::::.. Camera / 506; 308 ..... 0 N Other Applications 510 ---.". ' Microphone 23 c rFJ N 0.. .. t (.H -0- - 0 N N FIG. 5 .... QO (.H >....
- 13. Patent Application Publication Jan. 24, 2013 Sheet 12 of 92 Q) (.) ·::;; Q) 0 0 CJ) co 1'- 1 CD l() "'f ("") N ..- 0 ..- CD i_G __G ___ t~]---0------[jj- BGGG --------------------------------------------T-------------- '>t 0 CD ':, ' 0 N CD ..- CD CD 0 CD US 2013/0022183 A1 (!) C) LL :--------------------~-------------------------- " N 0 CD i ..... ..... ._ __________________________________________________ .,!. ..a N 0 ..- >. ..a o:::~ oE' O..Cil -o E0.. ::::l 0 ""Oo .0_ N 0..>- :S::>< Q) z
- 14. Patent Application Publication Q) (.) ·::;: Q) 0 ~ Q) !/) ~ 0 ~ Ill .n N 0 ...- Q) 0) rn 0.. .n Q) s N 0 1'- Jan. 24, 2013 Sheet 13 of 92 US 2013/0022183 Al ....... (.) Q) ('... c c (9 0 0 u.. "<.0 0 1'- "-.:;t 0 1'-
- 15. Patent Application Publication co 0 co ~ U) c 0 +-' ro u 0.. 0.. <( L- (I) ...c +-' 0 (I) c 0 ...c 0.. :=::::$ (/) > CD 0 co E (I) +-' (/) >. (f) C) c +-' ro L-Q) c.. 0 Jan. 24,2013 Sheet 14 of 92 (/) L- (I) ·c>: 0 C1 0 co ~ (I) L- ro ~ ""0 L- ro I US 2013/0022183 A1 co . (.9 LL
- 16. ~.'"..=. . ('D = VisuPhone ..... ~ I r902 '-e Detection Module .... (') ~....... .. 0 = I r904 '"= Search Module = 0-...". (') ~....... .. I r906 I 0 Display Module = i r908 := ~ ~ Connection Module ... N ~ 104 ../ I 0.. N .. I r910 (.H Voice Module rFJ =- ('D (..'D... ! r912 .... Ul Advertisement Module 0... .. 0 N I Update Module r914 c rFJ N I r916 0.. .. Customization Module .(...H_ 0 0 N .N.. . FIG. 9 QO (.H >....
- 17. Device Visual Menu Database 308 102 1002 Remote Repository 1008 Remote Server Computer Network Gateway 1006 FIG. 10 108a menu Repository Destination 1010 •• • • 108n PSTN Destination ~.".'.=. . ('D .=.... ~ '-.e... (') ~....... .. 0 = ="'= 0-...". (') ~....... .. 0 = ;:= N ~ ... N 0.. .. (.H rFJ =(' D (...'.D.... . 0 0... .. 0 N c rFJ N 0.. .. .(...H_ 0 0 N .N.. . QO (.H >....
- 18. Patent Application Publication Jan. 24, 2013 Sheet 17 of 92 c 0 :.;:::; rn ..c.. . (/) (]) 0 rn co 0 -r- ...0.... .. ......... 0 (]) c N c 0 0 -r- -r- 0 -r- ID (.) > ID 0 qgo ~ 01 pJeM.Jo=f ·z (]) c "0E _<Qo-1 :::;s-r- (/) > N 0 -r- "Q" 0 -r- -r- ~ ~ ~ ........ -:£> ~Q C:(::j: 5 """ p 0Q) <D. n,· -.9 0 () -r- -r- ~ § u -r- -r- ..a co 0 -r-c 0 :.;:::; rn c ....... (/) (]) 0 US 2013/0022183 A1 ~ .....-. <9 LL
- 19. Patent Application Publication v 0 N z I- (f) 0... Jan. 24, 2013 Sheet 18 of 92 CD 0 N ~ E Q) "'0 0 ~ >. ctl :5: Q) +-' ctl <.9 co ~ N ~ ~,_ 0 :5: +-' <ll z US 2013/0022183 A1 ~ . C> u.
- 20. Patent Application Publication .0.. .. ("') ..... Jan. 24, 2013 Sheet 19 of 92 N o· ("') ..... c.o 0 ("') ..... z 1- C/) 0.... US 2013/0022183 A1 . (!) LL
- 21. Patent Application Publication Jan. 24, 2013 Sheet 20 of 92 US 2013/0022183 Al N N __o .v.... . ...... .v.... . 0 (") .v.... . 0 N .v.... . co N .v.... . c 0 I v "0 0 "0 v c <( ...... 0 v <D I ..-- "0 N "0 ~_ .v.... . <( N N ..-- 0v .v.-- ..-- <( m v v Nv () .....- .....-. .v.-- v (9 .....- (9 LL LL (9 LL
- 22. Patent Application Publication Jan. 24, 2013 Sheet 21 of 92 US 2013/0022183 A1 1502 1504 Start Detect phone number of a destination dialed from a device Search for IVR information in visual menu database on the device 1508 1510 1512 1516 in visual menu database? Display the visual menu and associated information Detect input from caller on the visual menu Connect to the destination based on inputs · from the calrer Is the visual menu correct? Maintain the connection till caller or destination disconnects FIG. 15A
- 23. Patent Application Publication Jan. 24, 2013 Sheet 22 of 92 US 2013/0022183 Al 1518 Connect the device to a remote repository 1522 Update the visual menu database from 1526 remote repository Is the visual menu available in updated visual menu database? Update the remote repository Stop FIG. 158
- 24. Patent Application Publication Jan. 24, 2013 Sheet 23 of 92 US 2013/0022183 Al Any menu selection detected on the device? 1530 Provide the dialed number as a destination to remote repository Stop FIG. 15C No
- 25. Patent Application Publication Jan. 24, 2013 Sheet 24 of 92 US 2013/0022183 Al 1558 Connect device to a remote repository Is there an updated version of the visual menu in the remote repository? FIG. 150
- 26. 1604 1610 Device Memory Database Construction System 1606 Records Database 1608 Processor Network Interface 1602 PSTN Gateway 1616 FIG. 16 f 1620a Destination 1620b Destination • • 1620n Destination ~.'"..=. . ('D .=.... ~ '-.e... (') ~....... .. 0 = ='"= 0-...". (') ~....... .. 0 = ;:= N ~ ... N 0.. .. (.H rFJ =(' D (..'D... N Ul 0... .. 0 N c rFJ N 0.. .. .(...H_ 0 0 N N... . QO (.H >....
- 27. Patent Application Publication 0 co N 0 1'- 1'- ~ ......- ~ ~ E (1) ......... ....... C/) >. c Q) (/) 0') (1) c <( :::J 0 c "'0 ....... .Q 0 u ~ :::J ......... L... u ......... :::J c C/) L... 0 c ........ C/) +=' 0 c m u 0 -~ (1) u co C/) (1) c co C/) 0 ..0 co (/) co L... ....... ..0 Q) co co 0.. 0 ..... co 0 Jan. 24, 2013 Sheet 26 of 92 <0 0 <0 .....-- 0 ~ 1'- ~ " ~ :::J "'0 0 ~ "'0 co 0 c ~ 0 0 US 2013/0022183 Al <( I'- ~ . (9 LL
- 28. Database Construction Agent 1722 Targets List Module L.. I' ' ;' I ;;o <D "0 IVR Tracking Module 0 (/) ;:;: 0 1726 ~ IVR Logic Module I -< 0 0 1720 '_ ::::::1 1728 ~ Tree storage Module ::::::1 ' / .... <D " .C...). . 6' 1730 ::::::1 Dialog Module /.. ... _:",.. , s:: 0 0.. 1732 "._ c: Speech Recognition co Module 1734 ~ Response Module ~ I 1738 1736 VOIP Connection Module j 1_ 1724 I I 'II I I I I I I VOIP Application I I / 1740 I Destination /I ' I I ..... I ;' I I I I I I I 1--------------------------------------------------------------------J FIG. 178 .... Records 7 Database ( 1608 .. '"= ~..... . ('D .=..... ~ '-.e... (') ~........ .. 0 = ~ 0" = (') ~........ .. 0 = ;:= N ~ ... N 0.. .. (.H rFJ =(' D ('D ...... N -....l 0... .. 0 N c rFJ N .0. .. .(...H_ 0 0 N .N.. . QO (.H >....
- 29. Database Construction Agent 1722 Targets List Module L. ..... I' , I ::u CD "'0 IVR Tracking Module 0 (/) ;:::;.: 0 1726 ~. IVR Logic Module I -< () 0 1720 :::J 1728 Tree storage Module :::J / .... CD ' ,. .(.'..). . a· 1730 :::J Dialog Module ..... ' ~ / 0 c.. 1732 ,_ c: Speech Recognition CD Module 1734 ~ Response Module I r 1738 1737 IVR Connection Module I 1.1724 I 'V Destination L___ --- ------- FIG. 17C L_ .... Records ' "" Database ! 1608 '"= ~.... . ('D .=.... ~ '-.e... (') ~....... .. 0 = ='"= .0-..". (') ~....... .. 0 = ;:= N ~ ... N 0.. .. (.H rFJ =(' D (..'D... N QO 0... .. 0 N c rFJ N 0.. .. .(...H_ 0 0 N .N.. . QO (.H >....
- 30. Patent Application Publication Jan. 24, 2013 Sheet 29 of 92 US 2013/0022183 Al 1802 1804 1806 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? 18 0 ... Analyze the sub-menus 18 Z Store the information regarding the sub-menus in the database Stop FIG. 18 Yes
- 31. Category A -7 ..... " Dial Tone Selection 1904 Category B Starting Questions ~ ........ and 1906 Dial Tone Selection IVR Categories r--- Category C Personal Information ~ .... and .; 1908 Dial Tone Selection Category D Dial Tone Selection ~ .... and/or 1910 "' Natural Language Selection FIG. 19 '"= ~.... . ('D .=.... ~ '-.e... (') ~....... .. 0 = a' 0" = (') ~....... .. 0 = ;:= N ~ ... N 0.. .. (.H rFJ =(' D (..'D... (.H 0 0... .. 0 N c rFJ N 0.. .. .(...H_ 0 0 N .N.. . QO (.H >....
- 32. Patent Application Publication Jan. 24, 2013 Sheet 31 of 92 US 2013/0022183 A1 2002 ~..._ __ R_e_c_o_r_d_D_a_t_a..--b_as_e_c_o_n_te_n_t ____,] v 2004a J Please enter invoice number .Jt 2006a J Please enter the payment amount t 2008a _.,-- Please choose your payment card: Press 1 for VISA or 2 for MasterCard t 2010a _/ . Please say or enter your Credit Card number V 2012a ~ Please enter your Credit Card expiry date FIG.20A
- 33. Patent Application Publication Jan. 24, 2013 Sheet 32 of 92 US 2013/0022183 Al Payment Form for ABC 2014 ,------------------------------------------------- : Please enter invoice number: : f I 2004b : . : I 1----------~-------------------------------------- :------------------------------------------------, : Please enter the payment amount I ' I I 2006b ~ I I I I I l-------------------------------------------------------------------------------------------------~, I I : Please choose your payment card: 2008b J1 ~ VISA 0 MasterCard I I ~------------------------------------------------1 ·------------------------------------------------- 1 I Please enter your Credit Card number I j 2010b : 1 1------------------------------------------------J :---F>lea-se -e~ie~ you~ -c~eC!ii ca~d -e~pi~ Claie---: I I I I I 2012b ~ : I ~------------------------------------------------~ 2016 FIG.208
- 34. ~.'"..=. . ('D Device I .=.... ~ 2102a 2102c I '-.e... (') ~.... . Destination I I Destination I I .... 0 = '"= Property 1 Property 1 = 0" = Property 2 Property 2 (') ~.... .... . Property •• 3 Property •• 3 0 = Property n Property n 102 fi USER ;- • := • ... N ~ 0.. N .. 2102b / • I (.H rFJ =- Destination I / I - -:·;.:~~-··-.. 1)21 02n ('D (..'D... (.H Property 1 (.H Property 1 / 0 Property 2 ..... Property 2 0 Property 3 N Prop•e rty 3 •• • Property !JJ I c Property n rFJ N 0.. .. .(...H_ 0 0 N N FIG. 21 .... QO (.H >....
- 35. Patent Application Publication Jan. 24, 2013 Sheet 34 of 92 US 2013/0022183 Al ------------------------------------------------------------------- 1 I ~I ·:;; Q) 0 0"" '" N N ,__ "'0 Q) '--..0 ~E~ (() ::I c co 0 N N rJ) ::I -roC'0 rJ) ~,__ · 0 ,__ Q) "EN 0 ro N .!:::! 0.. <.D 0 N N N ~ N N ~ N N ; Q) 0 .2:: ~-::-I ~ -0 ~Q) Jj., co ~ N N ; 0> ~N ...Q) x:: >.ro N ~~ ~~ ~ C:' Q)Q)~ oE => I~(3 0 <.D ~ I IN I 0 N N 'r" ~ I I N N : :-----------------------------------------~------------------~---~ ro N 0 ~ N N (9 LL
- 36. Patent Application Publication Jan. 24, 2013 Sheet 35 of 92 US 2013/0022183 Al 2302 2304 2306 '- 2308 2312 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. 23A
- 37. Patent Application Publication Jan. 24, 2013 Sheet 36 of 92 US 2013/0022183 Al 2328 Request updates from a server 2330 '-- Receive updates from the server 2332 Store updates in the database on the device FIG.· 238
- 38. Patent Application Publication Jan. 24, 2013 Sheet 37 of 92 US 2013/0022183 Al 2314 2316 2318 2320 2322 Is at least one destination 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 No 2326 Display a visual IVR menu of the dialed destination phone number 2324 Connect to the selected option of the destination Stop FIG. 23C
- 39. Patent Application Publication Jan. 24, 2013 Sheet 38 of 92 US 2013/0022183 Al 2402 __ 2404 Start Identify a number of destination dialed by a caller of the device Search for an advertisement associated with the number in a database Yes Display the advertisement on the device 2408 Is a selection of advertisement by the caller detected? Stop FIG. 24 No
- 40. Patent Application Publication ........ c (1) ........ c 0 u (1) (/) ro .a ..r..o... ro 0 -c I.... 0 u (1) a: 7 N 0 LO N -0 c 0> -0 I.... 7 ..(..1..). c (1) (1) (/) ro (1) a.. 7 rn "0" "" LO N Jan. 24, 2013 Sheet 39 of 92 ,.... .. rn co 0 LO N -c I.... 0 ~ (/) (/) ro c.. I.... ..(..1..). c (1) (1) (/) ro Q) a.. US 2013/0022183 Al <( L() N (9 LL
- 41. Patent Application Publication Jan. 24, 2013 Sheet 40 of 92 N ~ a.. .2 E a.. 0 LL ·c- 0') 0 ..J 0 'I""" LO N ~-------'"';'---. I I l . ...- 0 .._, >- +J +J c CD '"0 ·c- 0> 0 I.... CD +J c CD CD en co CD Q.. -----~-- ..0 v 0 LO N I.... CD +J c CD CD en co CD Q.. -----~-- ..0 (!) 0 LO N I I. •Ill• • • • E ..0 :::J U) co 0 LO N US 2013/0022183 Al CD l() N (9 lL
- 42. Patent Application Publication Jan. 24,2013 Sheet 41 of92 US 2013/0022183 A1 Start 2602 Dial a phone num"be r of a destination 1 ... Display a visual IVR menu corresponding to the dialed number on caller device 2604 V 2606 Select an option from the displayed visual IVR menu I .._ Display a form indicating the information required by the IVR of the destination 2608 1 2610 .._ Fill the information in the displayed form w 2612 .._ Establish a connection between the destination and the caller device 'V Stop FIG. 26
- 43. 102 / 2700 Device :-------------------------------1- ---Board r~-27(}4------------------------ --- .. number 1 2708 Pizza Order rder Statu 270 Veg 271 t)'-1 , Home i 271 ef/ Delivery ~1 I 2 212 Non-Veg ~2 8 3 2714 Talk to Executive ' 1 1ke A;ay lr 2718 _f 2720 Scheduling Mode ~------------------------------------------------------------------------------ FIG. 27 v2702 '"= ~.... . ('D .=.... ~ '-.e... (') ~....... .. 0 = ='"= 0-...". (') ~....... .. 0 = ;:= N ~ ... N 0.. .. (.H rFJ =(' D (...'D..... N 0... .. 0 N c rFJ N 0.. .. .(...H_ 0 0 N N... . QO (.H >....
- 44. 102 Device ~-----~------------------------------------------------------------------------· 2810 2806 Board number 1 Personal Banking Accounts 1 2 Deposits 2 2804 2808 NRI Banking 3 Money Transfer 1 2812 2824 Saving A/C 1 2826 Investment 2 Talk to Executive 9 2828 Check Talk to Balance 1 executive 2 Report lost card 1 2720 Scheduling I I I lf2802 :-----------~~-1-~--------~-~~-20 _______________________________________________ '-- 2822 I Mode I J I FIG. 28 ~.'"..=. . ('D .=.... ~ '-.e... (') ~....... .. 0 = ='"= 0-...". (') ~....... .. 0 = ;:= N ~ ... N 0.. .. (.H rFJ =(' D (...'D..... (.H 0... .. 0 N c rFJ N 0.. .. .(...H_ 0 0 N N... . QO (.H >....
- 45. Patent Application Publication Jan. 24, 2013 Sheet 44 of 92 US 2013/0022183 Al Q) (.) "> Q) 0 N 0 (j) N -----------------------~----------------------------------- ..._... 0 (j) N '----- K1 ............ 0 N ..c: .(...). rn ~ lv ......, rn Cl) ·;::: LL ;::J ..c: I- "0 ~ Q) ;::J I-c 0· ~ c ;::J Cl) ...... ro ..._... ...... ...... 0 I'- ("') ...... ...... N (j) .C..D... l{) ro ...... ...... ..._... I'- ...... ("') CD ...... N l{) ...... L() N ..._... ...... N ("') ("') 0 N ("') N (j) N N ...... ro N N 0 I'- N N .(..j..). CD N CD 0 (j) N '----, Q) E i= ¢ ~ <{ ¢ en en ¢ ~ ~ ¢ I I I I l------------------------------------------~------------------ N .0.. ... 0) N (9 LL
- 46. Patent Application Publication Jan. 24, 2013 Sheet 45 of 92 US 2013/0022183 Al 3002 3004. 3006 .3008 3010 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 3012 Has the date and time for the call schedule arrived? FIG. 30A Wait for the call schedule's date and time 3014
- 47. Patent Application Publication Jan. 24, 2013 Sheet 46 of 92 US 2013/0022183 Al A 'V 3016 Dial the phone number of the destination 1 3018 ... Request information from the destination based on the selection information 'It 3020 Receive the information at the device 'V 3022 Save the received information at the device 1 3024 Display the received information at the device 'II Stop FIG. 308
- 48. Patent Application Publication Jan. 24, 2013 Sheet 47 of 92 ca co 0 ....... M ca N 0 ....... M c 0 ....... "c''.m~ ~ 0 c::·(.) ::J > (!) E (!) (f) EO .- (!) c:: (!) 0 0 () z 1- (/) CL (!) c:: (.)..c: 0 ·- CL ..c: > (!) (!) o:.a (0 0 ....... M 0 :-2 1- Q) ca 0 c.. ::J (/) 5 0 .............. M " ~ 0 0 ....... m M 0"" '" ....... M US 2013/0022183 Al <( ,:--- ('() . (.9 LL
- 49. Patent Application Publication ..c 00 0 -r- (") m N 0 -r- (") c: 0 :;:: co (.) c: ::::l E ()) (.) E"> 0 ()) oo "0 c: 0 (.) ()) C/) .- ()) c: ()) 0 (.)..c: ·- CL > ()) ())_ o:.o c:o 0 -r- ('1) 0 .~_, ()) c: 0 ..c: 0.. ::::l (/) 5 .._ ()) co 0 ()) c: 0 ..c: 0.. ::::l (/) 5 Jan. 24, 2013 Sheet 48 of 92 ..c ~ 0 or- . (") ~ I" 0 0 -r-m (") ~ 0 -r- (") US 2013/0022183 Al . <.9 LL
- 50. Patent Application Publication Jan. 24, 2013 Sheet 49 of 92 US 2013/0022183 Al c 0 :;:::::; ro ..0 -~ CX) c 0 ::::l (]) ....- E (.) ("') E.> 0 (]) oo ..0 "0 v c 0 or- 0 ("') (.) (]) (/) v ........-- >. ("') ro :s: z (.) -(]) 1- .._.- ro (/) ('f) <.9 0.. or- (9 or- ("') LL ..0 N 0 or- -- ("') 0.. ..lo:: ,_ >0 0 ~0 1= ~+ ro 0 ·:;: (i) v ....- (]) 0 ("') z <D-Q:::: l or- 0.. ("') E 0 0__ ... ........-- ("')
- 51. ~.'"..=. . ('D .3114 .=.... ~ '-.e... Network l<' ')I Gateway I (') ~....... .. 0 = '"= 3112 ~ I J ~ = 0-...". 3108b (') ~....... .. 0 IS econd Communication· = Device (Smartphone) I ~ Device ~ ~ := Caller I< >II Visuphone I I I ~ r Visuphone N ~ ... PSTN N 3104a; 3104b; 0.. .. 3106"" (.H rFJ =- ('D (..'D... Ul 0 0... .. 0 Cellular A 3110 N Network " I c rFJ N 0.. .. 3100 (.H -0- - 0 N N FIG. 31 D .... QO (.H >....
- 52. Patent Application Publication Jan. 24, 2013 Sheet 51 of 92 US 2013/0022183 Al ---, I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I IC I 1.0 : lea ' 1E I N I o .C I ('f) I._ N I . 1.so 1 1'"0 N I (.9 I c C0 lo 1 LL I o I I(]) I ICI) I N I I 0 I I N I I C'0 I I I I I I I I I I I I I I I I I I I I IC I t.O : I" .... IE co I 1 ~... N I loa I ._ N I I c C"? ·- I II.(.J...). I t·= I 1LL I t_ __ _j
- 53. Packet Version 3302 Payload Length 3308 Traffic Class 3304 ? 3202a Next Header 3310 Source Address 3314 Destination Address 3316 FIG. 33 Flow Label 3306 Hop Limit 3312 a"'= ('D .=.... ~ '-.e... (') a.... 0 = ="'= 0-...". (') a.... 0 = ~ ~ := N .j;o. ~ N 0.. .. (.H rFJ =(' D (..'D... Ul N 0... .. 0 N c rFJ N 0.. .. .(...H_ 0 0 N N... . QO (.H >....
- 54. Patent Application Publication Jan. 24, 2013 Sheet 53 of 92 US 2013/0022183 Al 3402 Start Search, at a first communication device, for a data network a first section of a packet to the second communication device as Dual-Tone Multifrequency signals 3408 Send a first section of the packet comprising first information to the second communication device 3410 Is Visuphone available at second communication device? Yes FIG. 34A
- 55. Patent Application Publication Jan. 24, 2013 Sheet 54 of 92 US 2013/0022183 Al 3412 Receive an acknowledgement message based on the first section from the second communication device Send a second section of the packet comprising 3414 second information based on the acknowledgement message to the second communication device Stop FIG. 348
- 56. Patent Application Publication ro co 0 1{) (") Z' ..... Q) ro o C..·..... > miD .!:::: "'0 u. .0 co 0 L() (") ro N 0 L() (") >. t:::Q) ro o C..·_,_.> rn ID .!:::: "'0 u. Jan. 24, 2013 Sheet 55 of 92 <0 0 ..... L() Q) (") --Q) c::: Q) 0 ()~ ·- 0.. >Q )Q_) o:.a 0 .~.__. . z fCf) 0.. () co 0 L() (") ro () >. t:::Q) ro o C..·.,_.> rn ID .!:::: "'0 u. "0" '" L() (") ••• c::: co 0 L() (") US 2013/0022183 Al >. t:::Q) ro o C..·- _,_.> rn ID .!:::: "'0 u. <..9 LL
- 57. 3508a First party device 3508b First party device 3508c 3508n First party device •• • First party device 3512 Gateway IE' ':>'. Network PSTN 3502b ! 3500 Device (Computer+VOIP) I Visuphone I 35047 FIG. 358 3506 Caller '"= ~.... . ('D .=.... ~ '-.e... (') ~....... .. 0 = ='"= 0-...". (') ~....... .. 0 = ;:= N ~ ... N 0... .. (.H rFJ =(' D (..'D... Ul 0 0... .. 0 N c rFJ N 0... .. .(...H_ 0 0 N .N.. .. QO (.H >.....
- 58. 3508a First party device 3508b First party device 3508c 3508n First party device •• • First party device 3512 Gateway I< >I Network ;-3514 PSTN 3510 !' 3500 Device (Smartphone) I Visuphone ·I 35047 FIG. 35C Cellular Network !_) 3516 3506 Caller "'= ~.... . ('D .=.... ~ '-.e... (') ~....... .. 0 = ="'= 0-...". (') ~....... .. 0 = ;:= N ~ ... N 0.. .. (.H rFJ =(' D (..'D... Ul -....l 0... .. 0 N c rFJ N 0.. .. .(...H_ 0 0 N .N.. . QO (.H >....
- 59. 3508a First party device 3508b First party device 3508c 3508n First party device •• • First party device PSTN 3602 Third party device Device (Mobile Phone) 3502a I Visuphone I 35047 ! 3500 FIG. 36 3506 Caller '"= ~.... . ('D .=.... ~ '-.e... (') ~....... .. 0 = ='"= 0-...". (') ~....... .. 0 = ;:= N ~ ... N 0.. .. (.H rFJ =(' D (..'D... Ul QO 0... .. 0 N c rFJ N 0.. .. .(...H_ 0 0 N .N.. . QO (.H >....
- 60. 3502 -------------------------I- --------D--e-v-ic--e- -- nBuomabrde r I ,..3704------------------------------, 3710 3716/1 1 fiPizza Order 3706 ~ 2 3712 Veg Non-Veg tJ'1 ';K2 3708 rder Statu 0 3 3714 Talk to Executive ' 1 Home Delivery ~1 1keA;ay lr 3718 £3720a Communication Option I v37o £3720b: I I Communication Option • • I I I • I 3720ni Communication Option ---------------------~------------------------------------------------------1 FIG. 37 '"= ~.... . ('D .=.... ~ '-.e... (') ~....... .. 0 = ='"= 0-...". (') ~....... .. 0 = ;:= N ~ ... N 0.. .. (.H rFJ =(' D (..'D... Ul 0 0... .. 0 N c rFJ N 0.. .. .(...H_ 0 0 N .N.. . QO (.H >....
- 61. 3502) ,------------------ -- -----------I- - _B_ o_ a_ ;_ ~ --D-e~v;i-c3e8 -04----------m----------- __ mL~ ~~2 number ------- 1 3806 Accounts. 3810/ 1 I ::>< Saving A/C 1 Check Talk to Deposits 2 1 3808 NRI Banking 3 Money Transfer 1 3812 - 3824 3826 Investment 2 Talk to Executive 9 3828 il Balance 1 1 executive 2 Report lost card 1 L3720a Communication Option I 372Gb 1 I Communication Option • • I I • f 3720nl Communication Option : "'= 3818 '-- 3820 "-... 3822 1 I (---------------------------------------------------------------------------------------------1 FIG. 38 '"= ~.... . ('D .=.... ~ '-.e... (') ~....... .. 0 = ~ 0" = (') ~....... .. 0 = ;:= N ~ ... N 0.. .. (.H rFJ =(' D (..'D... 0 0 0... .. 0 N c rFJ N .0. .. .(...H_ 0 0 N .N.. . QO (.H >....
- 62. Patent Application Publication m co 0 LO ('I) a ..... Q) am.. .·u- > ...... Q) ~0 u: z 1- Cf) a... Jan. 24, 2013 Sheet 61 of 92 CD 0 0> ('I) 0 ..- LO ('I) E Q) "0 0 ~ N ..- LO ('I) ~..... 0 .z Q) z US 2013/0022183 A1 . C) u..
- 63. Patent Application Publication Jan. 24, 2013 Sheet 62 of 92 US 2013/0022183 Al . Start v 4002 ""'._ Receive, at' the device, a call from a phone. number of a first party device ~/ _ Compare the phone number of the first party device with the phone numbers stored in the 4004 device v Display the visual IVR menu I 4006 V Display one or more communication options l 4008 'II 4010 Select a communication option 'V 4012 "-- Establish a communication session based on the selection . 'v Stop FIG. 40
- 64. Patent Application Publication ca E ~ ..Q.... )">X Q) wo .0 (0 0 "r'"" ..q ca E ~ ..Q.... )">X Q) wo Q) .9 > Q) 0 Q) .0 ca t:: 0 0... Jan. 24, 2013 Sheet 63 of 92 US 2013/0022183 Al (.) (0 0 "r'"" ..q m E ~ ..Q.... )">X Q) wo Q) .§.c .0q -1 0.. "r'"" :::J...;f" (/) 5 ••• m E~ ..Q.... )">X Q) wo . "LL
- 65. Patent Application Publication (0 0 N "'¢ N 0 N "'¢ Jan. 24, 2013 Sheet 64 of 92 .••.• ,•. •••••••• ••••••• •• ••••• • ••• , .... US 2013/0022183 Al . (9 LL
- 66. Patent Application Publication Jan. 24, 2013 Sheet 65 of 92 US 2013/0022183 Al ' D D ~ ~ ctS If N 0 ~ v /r- II . (9 u. c.. -0 c.. ctS __j "" "'~
- 67. Patent Application Publication Jan. 24, 2013 Sheet 66 of 92 US 2013/0022183 Al . (.9 LL
- 68. Patent Application Publication Jan. 24, 2013 Sheet 67 of 92 US 2013/0022183 Al 0 1.0 v . (.9 LL
- 69. Patent Application Publication Jan. 24, 2013 Sheet 68 of 92 US 2013/0022183 Al ' 1 I Q) E Cl "- u.. Q) "- ..:..:..J. () o._ N 0 <0 """ 0 0 ~ . (9 LL ' /
- 70. Patent Application Publication Jan. 24, 2013 Sheet 69 of 92 US 2013/0022183 Al o~~ lr-, . (9 V LL I' " c 0 Q) Q) I- u (/) 0 (/) Cl. (9 0
- 71. Patent Application Publication Jan. 24, 2013 Sheet 70 of 92 o: '- ..0... .. u Q) "0' '-- 0... N 0 co "<;f" US 2013/0022183 Al CX) "'¢ (.9 LL
- 72. Patent Application Publication Jan. 24, 2013 Sheet 71 of 92 .0 v 0 0) v ~0 ~0 ·-----------------~-------------------------~ ..... "'0 Q) '-.0 ~E..- co ::J c ..... Q) ".'..0.. 0 ..... Q) "E ON rn N .b! 0... 0) Q) :::;-N c 0 z I I I -----------------------------------~---------j US 2013/0022183 A1
- 73. Patent Application Publication Q) () ·:; Q) 0 Q) ..0 Cll t:: 0 CL N 0 0 LO Q) ou ·- Cll "C't: Cll Q) o:::- r:::: >. Cll c. .!:!2 0 ,_ 0 (/) (/) Q) () ,0_ CL Jan. 24, 2013 Sheet 72 of 92 ,_ Q) 0> Cll r:::: Cll :2r:!: ::COX) I 22 () Q) r:::: r:::: 0 u "0" '" 0 LO ~,_Q ) () 0 Cll ~'t: -Q) Q)- ZE co 0 0 LO ~ 0 E Q) :2! .c.-o- 0 LO E 2 (/) ~01 0>..-- :§~ ,C_ll Q) 0.. 0 US 2013/0022183 Al 0 LO (9 LL
- 74. Patent Application Publication N ..- 0 LO N 0 0 LO Q) 0 () ·l:-l'tro: ro Q) o:::- c >. ~ 0. .!a 0 ..... 0 (/) (/) Q) (.) 0 "-- 0.. Jan. 24, 2013 Sheet 73 of 92 ..... Q) C> cro · ro ~c orol .Q~ t5 Q) c c 0 0 "<;~" 0 0 LO ......l.i.i :::Q) (.) oro 3:'t: +-'Q) (() ...... z..= 0<0 ...- LO N 0 ..-- LO ~ 0 E Q) ~ E ..Q...). (/) >. U) 01 0>..- co :.;:;LO .r.o... Q) 0. 0 US 2013/0022183 Al
- 75. Patent Application Publication co (!) 0 N L() co E ~ ..Q... )">X Q) LUO ...0 (!) 0 N L() rn E ~ Q)"- -.X Q>) wo Q) () ·:;: Q) 0 Q) .0 co t:::: 0 0... Jan. 24, 2013 Sheet 74 of 92 US 2013/0022183 Al u (!) 0 N L() Q) c ceo .c 0 C..N ::::ll!) (/) > Q) .....~ Q) > (/) Q) :::>0 co E~ ..Q... )">X Cl> LUO "0" " N L() N 0 N L() ••• c (!) 0 N L() co Em ·~..... > X a> wo "'-8 N L() N lO . <.9 LL
- 76. Patent Application Publication m <D 0 N LO ms::: (a>) '- ·- Q) > ...... Q) ~0 "0" '" N '-~ LO ID·- Ul > :J~ ..0 <D 0 N LO sC:O:: a(>) '- ·- Q) > ...... Q) ~0 N 0 N LO Q) () ·:;: Q) 0 Q} ..0 ..c..t.l. '- 0 a.. Jan. 24, 2013 Sheet 75 of 92 US 2013/0022183 Al Q) s::: () <D 0 N LO ctl Q) s::: () '- ·- Q) > ...... Q) Jjo .o.c cool O..N ::::lLO (/') > ••• s::: <D 0 N LO Cs:O:: (a>) '- ·- Q) > ...... Q) Jjo C0 L!) . <.9 LL
- 77. Patent Application Publication C.D 0 N v N a N v Jan. 24, 2013 Sheet 76 of 92 Q) Q) ..0 (.) co ·- to o~ ()_ ••••••••• .•• • , ... •••• •• •..•.•. •••••• N 0 N LO US 2013/0022183 Al . (9 LL
- 78. Patent Application Publication >ca- c.. .!Q 0 "¢" 0 1.!) 1.!) Jan. 24, 2013 Sheet 77 of 92 N 0 N 1.!) (I) Q) ..0 (.) m ·-.... Q>) oo D... .... 0 t5 Q) "..0... ' D... N 0 1.!) 1.!) US 2013/0022183 Al LO LO (.9 LL
- 79. Patent Application Publication N 0 v v I]) I]) ..a (.) ..c.t.:.! ·>L.. I]) oo 0.. Jan. 24, 2013 Sheet 78 of 92 N 0 N LO US 2013/0022183 Al N 0 v 1.0 <0 L!) . (9 u_
- 80. Patent Application Publication Jan. 24, 2013 Sheet 79 of 92 Q) Q) ..0 (.) ctS "> t:: Q) oo 0... ~~ 0 LO ""'" / ........ i' N 0 N LO ~ / I 0 0 0 0 ODODD DODD! C.1 0 1"".'0" US 2013/0022183 Al . C) LL
- 81. Patent Application Publication Jan. 24, 2013 Sheet 80 of 92 US 2013/0022183 Al ' (]) CD ..0 (.) cu ·- / t::: ~ ........ oo 0.. I ~ 'II 0. ...0.... .. . 0. ro _J ...... / I N 0 N LO /r- /, ""'--- ODODD 0 D 0 D 0 D D 0 N 0 v LO CX) 1.!) . CJ u_
- 82. Patent Application Publication Q) Q) ..0 (.) tm > Q) ~0 Q) E ro I-LL Q) 1- ..:..:.J.. (.) a.. N 0 CD v N 0 N l!) Jan. 24, 2013 Sheet 81 of 92 N 0 (J) L() US 2013/0022183 A1 0) LO . (9 LL
- 83. Patent Application Publication Jan. 24, 2013 Sheet 82 of 92 US 2013/0022183 Al /' (]) (]) ..c (.) ..c..t..!. ·>- I.... (]) ac.. o ' 1 / /' ' c (]) (]) I.... (.) (./) C/) a.. <.9 ' ./ ""' / ...... I' I N 0 N I!') 0 0 0 ooooo ,...... 0 0 0 0 0 0 0 0 ~ N 0 v I!') 0 (.() . (9 LL
- 84. Patent Application Publication Jan. 24, 2013 Sheet 83 of 92 US 2013/0022183 Al ct! -.;:t 0 ........ (D N 0 Q) Q) ~u N 1.() ..0 (.) ..r...o. ·>- N ,_ Q) (D oo 0 0 0.... ........ c Q) .Q...). (.) (/) >~ Q_ I (j)l ·-I o: G.>' r,_n ' ct! .....J ..0 -.;:t 0 ........ (D -----------------~-------------------------~ (/) ..:.:.J.. ..c..t.!. / (,/_) ("') Q) "0 '- 0 '- "0 Q) '-..0 ~E..- co ::J c ~ '- Q) ",0_ ON ct! N .!::::! 0.... Q) ..0... . ..:..=..:. ..::£~...-- ~ ~ UJ 0> ~ eN 0 z 0> ~ ........ I I I I I I ---------------------------------------------J (D . (9 LL
- 85. Patent Application Publication Jan. 24, 2013 Sheet 84 of 92 I ( -- (!) u ·::; (!) 0 (!) ..a ro ,_ t:::: (!) 0 Ol D... ro c: ..... ro 0 ~"'I (/) (/) c:O (!) u E~ .0... . u (!) D... c: c: 0 0 ~,_ 0 ..~... (!) z '' I _x::(J.) ,_ u o ro ~'t: .... (!) (!)....,. z..= "".".". ."- N (() I" N 0 N (() ' N 0 N 1,() N ....- N (() 1...~ N (() l E ..(.!.). 2':' (/) >. ·o """ E U0) )0001 0 N (!) :§~ (() ~ ..._ ,r_n (!) a. 0 US 2013/0022183 Al - N CD (.9 LL
- 86. Patent Application Publication Jan. 24, 2013 Sheet 85 of 92 US 2013/0022183 Al Start 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 Stop. FIG. 63
- 87. Patent Application Publication Jan. 24, 2013 Sheet 86 of 92 US 2013/0022183 Al 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 external device . detected? FIG. 64A No
- 88. Patent Application Publication Jan. 24, 2013 Sheet 87 of 92 US 2013/0022183 Al 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 Stop FIG. 648
- 89. 102 Device 1~ ------------------------------------- ----------~~-------- 6504 I Board Number 1 v-6502 6510 ,. Pizza Order 6506./ 1 ~ 2 Veg Non-Veg tJ-1 ';:K2 6512 I I 65oa: rder Statu 0 3 I I I 6514: Talk to Executive ' 1 1 Home i 6571 fl Delivery Take Away 1 6518 ~ 1 " 2 f -------------------------------------------------------- I FIG.65 - r 6520a Contact Option _( 6520b Contact Option • • • /6520n Contact Option '"= ~.... . ('D .=.... ~ '-.e... (') ~....... .. 0 = a' 0" = (') ~....... .. 0 = ;:= N ~ ... N 0.. .. (.H rFJ =(' D (..'D... QO QO 0... .. 0 N c rFJ N 0.. .. .(...H_ 0 0 N .N.. . QO (.H >....
- 90. Patent Application Publication Jan. 24, 2013 Sheet 89 of 92 US 2013/0022183 Al N 0 ccoo -----------------------~------------------------------------- I Q)l _u_ lI >I Q)l o: I I I I I v 0 co <0 co 0 co co "" L... Q) "EN 0 ro N N 0.. ""co 0 (0 (0 Q) .8:5 .:::£:::s"""" 1-----l_ u ~ Q) r- Jj., N c""o"" co 0 """" (0 co •-------------------------~------------------------------------ N 0 """" <D <D <.9 LL
- 91. 102 Device ---------------------------~---------------------------------1 I I I Booking 2 Enter Booking Information 1 XYZ Airlines If 6704 Board Number 1 Status Inquiry 3 Other Inquiry 4 6710 6716 Talk to Executive 2 Enter Airline Information 1 Talk to Ex-ecutive 2 L------------------------------------------------------------ FIG.67 I vI 6702 f 6720a XYZ Domestic Airline Contact Option f 6720b XYZ International Airline Contact Option '"= ~.... . ('D .=.... ~ '-.e... (') ~....... .. 0 = a' 0" = (') ~....... .. 0 = ;:= N ~ ... N 0.. .. (.H rFJ =(' D (..'D... 0 0 0... .. 0 N c rFJ N 0.. .. .(...H_ 0 0 N .N.. . QO (.H >....
- 92. 102 Device r-----------------------~---------------------------------------------------- I I Booking 2 6812 Enter Booking Information 1 6804 XYZ Domestic Airlines Number 1 6808 Status Inquiry 3 6810 Other Inquiry 4 6816 6818' Talk to Executive 2 Enter Airline Information 1 Talk to Executive 2 I I I I I v6802 I I ~----------------------------------------------------------------------------1 FIG.68 ~.'"..=. . ('D .=.... ~ '-.e... (') ~....... .. 0 = ='"= 0-...". (') ~....... .. 0 = ;:= N ~ ... N 0.. .. (.H rFJ =(' D (..'D... ..0.. 0... .. 0 N c rFJ N 0.. .. .(...H_ 0 0 N .N.. . QO (.H >....
- 93. Patent Application Publication Jan. 24, 2013 Sheet 92 of 92 US 2013/0022183 Al Start 1 6902 .._ Dial, at the device, a phone number of a destination V 6904 ""'-._ Display the visuaiiVR menu associated with the dialed phone number / 6906 Display one or more contact options I 6908 Select at least one contact option v 6910 ---- Change the display of the visual IVR menu based on the selection of the contact option 1 Stop FIG. 69
- 94. US 2013/0022183 AI SYSTEMS AND METHODS FOR VISUAL PRESENTATION AND SELECTION OF IVR MENU CROSS-REFERENCE TO RELATED APPLICATIONS [0001] This application is a continuation of U.S. patent application Ser. No. 13/186,984, filed Jul. 20, 2011, the entire contents of which are incorporated herein in their entirety by reference. FIELD OF THE INVENTION [0002] 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 [0003] Interactive Voice Response (IVR) technology is generally used to detect voice and key inputs from a caller. The advent oflnteractive 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. [0004] 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. The audio IVR menu is designed specific to a destination. Therefore, each destination or organization may have different audio IVR menus. Further, the IVR menu in an organization can be based on the type of departments, type 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. [0005] 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 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. [0006] 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 1 Jan. 24, 2013 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. [0007] 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 with Ser. No. 11/957,605, filed Dec. 17, 2007 and assigned to Motorola Inc., provides the IVR menu of the destination in a 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. [0008] A U.S. Pat. No. 7,460,652, assigned to AT&T Intellectual Property I, L.P., discloses techniques for call routing and communication with a call originator. The call may be received at an automated call handling system. Thereafter, the call is evaluated based on a set of business rules and routed to an interactive voice response unit based on the evaluation. Further, the interactive voice response 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. [0009] Another existing technique as disclosed in U.S. Pat. No. 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 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 caller. Furthermore, specialized software and hardware are required at the operator to design and generate DTMF codes. Therefore, the technique faces various practicallimitations. [001 0] Generally, the IVR menus of the organizations are in form of audible menu. Moreover, there are a large number of organizations that use IVR menus. Therefore, converting the audible menus to visual IVR menus can be time consuming. An existing technique, as disclosed in U.S. Pat. No. 6,920,425 assigned to 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 or programmed to understand the visual IVR menu scripts.
- 95. US 2013/0022183 AI [0011] Various organizations encourage the customers to call them for information on their products or services, or for helping existing customers. Generally, a contact number is provided by the organizations on their website as a button. Therefore, when the customer presses the button a form is displayed. The customer then enters his contact number where an executive from the organization may call. However, this may be time consuming for the customer. Moreover, the customer may be not being able to talk to another executive during the call in case the on-line executive is not able to satisfY the customer. U.S. patent application with Ser. No. 12/049,021, filed Mar. 14, 2008 and assigned to Harprit Singh, provides methods and systems for displaying an IVR menu, when the caller clicks a link on a webpage provided by the organization. However, the customer is still required to request the webpage with embedded information from a server of the organization. Moreover, the methods and systems are limited to the organizations that provide the required webpage to the customers. Other technologies include U.S. patent application with Ser. No. 11/877,952 filed Oct. 24, 2007 and assigned to International Business Machine Corporation. [0012] 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 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 the connection is established. Moreover, the providers are required to individually set up the hardware and services for providing visual content. [0013] As discussed above the existing technologies have various limitations. Hence, techniques are desired for providing enhanced telephony. SUMMARY [0014] An enhanced telephone system is provided. The telephone system comprises a database that comprises one or more phone numbers and one or more menus corresponding to the phone numbers, wherein the menus comprise one or more options for selection. The telephone system comprises means for comparing a dialed number to the phone numbers in the database; means for displaying a menu based on a result of the comparison; means for enabling selection of the one or more options from the displayed menu; and means for establishing a connection with a destination of the dialed number based on the selection of the one or more options. [0015] An enhanced telephone system is provided. The telephone system comprises a database comprising one or more phone numbers and one or more menus corresponding to the phone numbers, wherein the menus comprises one or more options for selection; means for comparing the a received number of a received call to the phone numbers in the database; means for displaying a menu based on a result of the comparison; and means for enabling selection of the one or more options from the displayed menu. [0016] Further, a method for providing enhanced telephony is provided. The method comprising identifying a number dialed from a telephone system; comparing the dialed number to one or more phone numbers stored in a database, wherein the database comprises one or more menus corresponding to the phone numbers, and wherein the menus comprises one or 2 Jan. 24, 2013 more options for selection; and displaying on the telephone system a menu from the database based on a result of the comparison. [0017] A caller may dial or select a phone number from a device of a destination. The phone number is detected by a Visuphone implemented on the device to display a visual IVR menu corresponding to the audible IVR menu of the destination. Visuphone may be hardware, an application stored as a software or firmware on the device, or a combination thereof. Visuphone may include a database of visual IVR menus corresponding to audible IVR menus for various destinations. Thereafter, the caller may interact with the visual IVR menu displayed on the device to establish a connection with the destination. Furthermore, Visuphone may detect and launch a VOIP application for establishing the connection. Moreover, Visuphone may provide pre-recorded or computer synthesized audio responses on behalf of the caller to the destination. [0018] 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 options into the database. In this manual mode, the operator will dial IVR numbers from a list and for each of them will follow all the options in several levels and in each level, enter the menu entries into the database. This can be done to many different IVR phone numbers, by one or multiple operators. The voice menu can be recorded to for analyzing in a different process or a different time. [0019] 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, record the different options of the voice menu, analyze the voice menu and generate and enter the different entries into the database. The system will generate the voice tone that simulates the relevant touchtone 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 is done for all the IVR phone number in the list. [0020] 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 build 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 would then be converted to visual IVR menu by utility that could be design according to the format, which could be provided by the IVR maker. [0021] Another aspect 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. [0022] Another aspect of the invention is to enable the caller to directly interact with the visual IVR menu without listening to the audible IVR menu of the destination. [0023] Another aspect of the invention is to provide the visual IVR menu to the caller before establishing a connection of the device with the destination.
- 96. US 2013/0022183 AI [0024] Another aspect of the invention is to provide advertisements related to the destination or function of the destination dialed by the caller. [0025] Yet 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. [0026] Embodiments of the invention provide an enhanced communication device. The enhanced communication device comprises a processor and a memory coupled to the processor. The memory comprises a database including one or more destination phone numbers and at least one property associated with the destination phone numbers Further, the memory comprises instructions executable by the processor for identifYing a dialed phone number 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 the one or more destination phone numbers based on the comparison. [0027] Embodiments of the invention provide an enhanced communication device. The enhanced communication device comprises a database including one or more destination phone numbers and at least one property associated with the destination phone numbers. Further, the enhanced communication device comprises means for identifying a dialed phone number of a destination, means for determining a location code associated with a current location of the communication device, means for comparing the dialed phone number to one or more destination phone numbers stored in a database, and means for displaying at least one property associated with the one or more destination phone numbers based on the comparison. [0028] Embodiments of the invention provide a method for providing enhanced telephony. The method includes identifying a phone number of a destination dialed from a communication device; determining a location code associated with a current location of the communication device; and comparing the dialed phone number to one or more destination phone numbers stored in a database. The database may include at least one property associated with the destination phone numbers. Further, the method includes displaying the at least one property associated with the one or more destination phone numbers based on the comparison. [0029] Embodiments of the invention provide an enhanced device. The enhanced device comprises a processor and a memory coupled to the processor. The memory comprises a database including one or more destination phone numbers and at least one property associated with the destination phone numbers Further, the memory comprises instructions executable by the processor for identifying a dialed phone number of a destination, determining a location code associated with a current location of the device, comparing the dialed phone number to one or more destination phone numbers stored in a database, and displaying at least one property associated with the one or more destination phone numbers based on the comparison. [0030] Embodiments of the invention provide an enhanced device. The enhanced device comprises a database including one or more destination phone numbers and at least one property associated with the destination phone numbers. Further, the enhanced device comprises means for identifying a dialed phone number of a destination, means for determining a location code associated with a current location of the 3 Jan. 24, 2013 device, means for comparing the dialed phone number to one or more destination phone numbers stored in a database, and means for displaying at least one property associated with the one or more destination phone numbers based on the comparison. [0031] Embodiments of the invention provide a method for providing enhanced telephony. The method includes identifYing a phone number of a destination dialed from a device; determining a location code associated with a current location of the device; and comparing the dialed phone number to one or more destination phone numbers stored in a database. The database may include at least one property associated with the destination phone numbers. Further, the method includes displaying the at least one property associated with the one or more destination phone numbers based on the comparison. [0032] Embodiments of the invention provide a device comprising a database comprising a plurality of visual IVR menus associated with a plurality of destinations. The device further comprises means for dialing a phone number of a destination, means for comparing the dialed phone number with phone numbers stored in the database, and means for displaying a form based on the comparison, wherein the form comprises one or more data request fields corresponding to a visual IVR menu associated with the dialed destination. [0033] Embodiments of the invention provide a device comprising a processor. Further, the device comprises a memory comprising a database. The database comprises a plurality of visual IVR menus associated with a plurality of destinations. Further, the memory comprises instructions executable by the processor for dialing a phone number of a destination, comparing the dialed phone number with phone numbers stored in the database, and displaying a form based on the comparison, wherein the form comprises one or more data request fields corresponding to a visual IVR menu associated with the dialed destination. [0034] Further, a method for providing enhanced telephony is disclosed. The method comprises dialing, at a device, a phone number of a destination. The device comprises a plurality of visual IVR menus associated with a plurality of destinations. Further, the method comprises comparing the dialed phone number with phone numbers stored in the device. Furthermore, the method comprises displaying, at the device, a form based on the comparison, wherein the form comprises one or more data request fields corresponding to a visual IVR menu associated with the dialed destination. [0035] Embodiments of the invention provide a device for scheduling a call to a destination based on predefined calling information. The device comprises a database comprising at least one visual IVR menu associated with each of a plurality of destinations. The device also comprises means for dialing a phone number of a destination of the plurality of destinations based on the predefined calling information, wherein the predefined calling information is selected from a visual IVR menu associated with the destination; means for receiving information from the dialed destination based on the predefined calling information; and means for displaying the received information. [0036] Embodiments of the invention disclose a method for providing scheduling a call to a destination based on predefined calling information. The method comprises dialing a phone number of a destination of a plurality of destinations based on the predefined calling information, wherein the predefined calling information is selected from a visual IVR menu associated with the destination. Further, the method
- 97. US 2013/0022183 AI comprises receiving information from the dialed destination based on the predefined calling information. Furthermore, the method comprises displaying the received information. [0037] Embodiments of the present invention provide a device. The device comprises a processor. Further, the device comprises a memory coupled to the processor. The memory comprises a database comprising at least one IVR menu associated with at least one IVR system. Further, the memory comprises instructions executable by the processor for sending a first section of a data packet to a second communication device. The first section comprising first information is sent based on a visual IVR menu associated with the second communication device. Further, the memory comprises instructions executable by the processor for receiving an acknowledgement message from the second communication device based on the first section of the data packet. Furthermore, the memory includes instructions executable by the processor for sending a second section of the data packet to the second communication device based on the acknowledgement message. The second section comprises second information. [0038] Embodiments of the present invention provide a method for communicating among a plurality of communication devices. The method comprises sending, by a device, a first section of a data packet to a second communication device. The first section comprising first information is sent based on a visual Interactive Voice Response (IVR) menu associated with at least one IVR system. Further, the method comprises receiving, at the device, an acknowledgement message from the second communication device based on the first section of the data packet. Furthermore, the method comprises sending, by the device, a second section of the data packet to the second communication device based on the acknowledgement message. The second section comprises second information. [0039] Embodiments of the invention provide a method for establishing a communication session in a communication network. The method comprises dialing, by a device, a phone number of a second communication device. The second communication device comprises an IVR system. Further, the method comprises detecting, by the device, a data network. Furthermore, the method comprises sending, by the device, a first section of a data packet to the dialled second communication device when the data network is detected. The first section comprises first information. [0040] Embodiments of the invention provide a communication device comprising a database comprising a plurality of visual Interactive Voice Response (IVR) menus associated with a plurality of destinations. The communication device further comprises means for dialing a phone number of a destination, means for comparing the dialed phone number with phone numbers stored in the database, and means for displaying a form based on the comparison, wherein the form comprises one or more data request fields corresponding to a visual IVR menu associated with the dialed destination. [0041] A method for providing enhanced telephony is disclosed. The method comprises dialing, at a communication device, a phone number of a destination. The communication device comprises a plurality of visual IVR menus associated with a plurality of destinations. Further, the method comprises comparing the dialed phone number with phone numbers stored in the communication device. Furthermore, the method comprises displaying, at the communication device, a form based on the comparison, wherein the form comprises 4 Jan. 24, 2013 one or more data request fields corresponding to a visual IVR menu associated with the dialed destination. [0042] An aspect of the invention is to provide updates to the visual IVR menus stored in the device. [0043] An aspect of the invention is to provide the visual IVR menu when the call is forwarded from one destination to another. [0044] Another aspect of the present invention is to provide a method for displaying, at a device, a visual IVR menu associated with a phone number of a calling device. Further, the method displays one or more communication options at the device. [0045] Another aspect of the invention is to enable a user at the device to interact with the visual IVR menu of the calling first party device without listening to the audible IVR menu of the first party device. [0046] Yet another aspect of the invention is to enable a portable device or device to connect to an external device with better display capabilities. [0047] Further aspect of the invention is to provide the visual IVR menu of a first party device to a user of a device before establishing a communication session between the device and the first party device. [0048] Additional aspect of the invention is an automatic learning of caller choice and uses that for assisting the caller in his future calls. BRIEF DESCRIPTION OF THE DRAWINGS [0049] Having thus described the invention in general terms, reference will now be made to the accompanying drawings, which are not necessarily drawn to scale, and wherein: [0050] FIG. 1A illustrates an exemplary enviroument where various embodiments of the invention may function; [0051] FIG. 1B illustrates another exemplary enviroument where various embodiments of the invention may function; [0052] FIG. 1C illustrates yet another exemplary environment where various embodiments of the invention may function; [0053] FIG. 2A illustrates an exemplary audible Interactive Voice Response (IVR) menu at a destination, in accordance with an embodiment of the invention; [0054] FIG. 2B illustrates an exemplary visual IVRmenu at a device corresponding to the audible IVR menu of the destination, in accordance with an embodiment of the invention; [0055] FIG. 2C illustrate an exemplary visual IVR menu that display graphics for each option, in accordance with an embodiment of the invention; [0056] FIG. 2D illustrate an exemplary visual IVR menu that display tooltip when a curser is hovering an option for more than certain time without action, in accordance with an embodiment of the invention; [0057] FIGS. 3A and 3B illustrates exemplary components of the device for implementing a Visuphone, in accordance with an embodiment of the invention; [0058] FIG. 4 illustrates an exemplary display of the visual IVR menu on the device, in accordance with an embodiment of the invention; [0059] FIG. 5 illustrates exemplary components of the device for implementing the Visuphone, in accordance with another embodiment of the invention; [0060] FIG. 6 illustrates an exemplary display of the visual IVR menu on the device, in accordance with another embodiment of the invention;
- 98. US 2013/0022183 AI [0061] 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; [0062] FIG. 8 illustrates an exemplary software architecture ofVisuphone, in accordance with an embodiment of the invention; [0063] FIG. 9 illustrates exemplary components of the Visuphone, in accordance with an embodiment of the invention; [0064] FIG. 10 illustrates an exemplary remote server for storing information required by the Visuphone, in accordance with an embodiment of the invention; [0065] FIG. 11 illustrates presentation of a visual IVR menu in case of call forwarding, in accordance with an embodiment of the invention; [0066] FIG.12 illustrates the presentation of the visual IVR menu when a phone connection is associated with a wide band internet 'smart' modem; [0067] FIG.13 illustrates the presentation of the visual IVR menu when a telephone connection is established through an external telephone service by using a computer; [0068] FIGS. 14A, 14B, and 14C illustrate a Visu-add-on that provides the features and functionality of the Visuphone; [0069] FIGS. 15A, 15B, and 15C illustrate a flowchart diagram for presentation, selection and update of visual IVR menus, in accordance with an embodiment of the invention; [0070] FIG. 16 illustrates exemplary components of a device for implementing a database construction system, in accordance with an embodiment of the invention; [0071] FIGS.17A, 17B, and 17C illustrate exemplary components of the database construction system, in accordance with an embodiment of the invention; [0072] FIG. 18 illustrates a flowchart diagram for creating a database for visual IVR menus, in accordance with an embodiment of the invention; [0073] FIG. 19 illustrates an exemplary set of IVR categories; [0074] FIG. 20A illustrates an exemplary information process stored in a database; [0075] FIG. 20B illustrates an exemplary web form generated for the information process of FIG. 20A; [0076] FIG. 21 illustrates an exemplary display of representations of destinations on the device, in accordance with an embodiment of the invention; [0077] FIG. 22 illustrates an exemplary visual IVRmenu of the selected destination with added graphics at a device, in accordance with an embodiment of the invention; [0078] FIGS. 23A, 23B, and 23C illustrate a flowchart diagram for providing representation of destinations based on position, in accordance with an embodiment of the invention; [0079] FIG. 24 illustrates flowchart for presenting advertisement along with the visual IVR menu on the device, in accordance with an embodiment of the invention; [0080] FIG. 25A illustrates an exemplary information process for an IVR menu stored in records database, in accordance with an embodiment of the invention; [0081] FIG. 25B illustrates an exemplary web form generated for the information process of FIG. 25A, in accordance with an embodiment of the invention; [0082] FIG. 26 illustrates a flowchart for submitting personal information of a caller by Visuphone, in accordance with an embodiment of the invention; [0083] FIG. 27 illustrates an exemplary representation of a visual IVR menu associated with the dialed phone number of 5 Jan. 24, 2013 the destination along with a scheduling mode option, m accordance with an embodiment of the invention; [0084] 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 accordance with an embodiment of the invention; [0085] FIG. 29 illustrates an exemplary display at the device after switching to a scheduling mode, in accordance with an embodiment of the invention; [0086] FIGS. 30A and 30B illustrates a flowchart for providing enhanced telephony by presenting a scheduling mode option to the caller, in accordance with an embodiment of the invention; [0087] FIGS. 31A, 31B, 31C and31D illustrates 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; [0088] FIG. 32 illustrates an exemplary packet sent from a device to a second communication device, in accordance with an embodiment of the invention; [0089] FIG. 33 illustrates an exemplary structure of a first section of the packet sent to the second communication device, in accordance with an embodiment of the invention; [0090] FIGS. 34A and 34B illustrates a flowchart for communicating among a plurality of communication devices, in accordance with an embodiment of the invention; [0091] FIGS. 35A, 35B, and 35C illustrates 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; [0092] 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; [0093] FIG. 37 illustrates an exemplary visual IVR menu along with one or more communication options at a device, in accordance with an embodiment of the invention; [0094] FIG. 38 illustrates another exemplary visual IVR menu along with one or more communication options at a device, in accordance with an embodiment of the invention; [0095] FIG. 39 illustrates the presentation of the visual IVR menu when a phone connection is associated with a wide band internet 'smart' modem; [0096] FIG. 40 illustrates a flowchart for providing enhanced telephony when a call is received, in accordance with an embodiment of the invention; [0097] FIG. 41 illustrates an environment where a device may be connected to an external device, according to an embodiment of the invention; [0098] FIG. 42 illustrates exemplary functioning of the device (portable device) in the environment of FIG. 41, in accordance with an embodiment of the invention; [0099] FIG. 43 illustrates exemplary functioning of the portable device such as a smart phone connected to a laptop in the environment of FIG. 41, in accordance with another embodiment of FIG. 44 illustrates exemplary functioning of the portable device connected to a large display screen in the environment of FIG. 41, in accordance with another embodiment of the invention; [0100] FIG. 45 illustrates exemplary functioning of the portable device such as the smart phone connected to a television screen in the environment of FIG. 41, in accordance with another embodiment of the invention;
- 99. US 2013/0022183 AI [0101] FIG. 46 illustrates exemplary functioning of the portable device connected to a picture frame in the environment of FIG. 41, in accordance with another embodiment of the invention; [0102] FIG. 47 illustrates exemplary functioning of the portable device connected to a Global Positioning System (GPS) navigation system in the environment of FIG. 41, in accordance with another embodiment of the invention; [0103] FIG. 48 illustrates exemplary functioning of the portable device such as the smart phone connected to a projector in the environment of FIG. 41, in accordance with another embodiment of the invention; [0104] FIG. 49 illustrates 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 with an embodiment of the invention; [0105] FIG. 50 illustrates block diagram of the portable device, in accordance with an embodiment of the invention; [0106] FIG. 51 illustrates another block diagram of the portable device, in accordance with an embodiment of the invention; [0107] FIG. 52 illustrates an environment where a portable device may be connected to a user device, in accordance with an embodiment of the invention; [0108] FIG. 53 illustrates an environment where a portable device may be connected to a user device, in accordance with another embodiment of the invention; [0109] FIG. 54 illustrates exemplary functioning of the portable device connected to a mobile phone in the environment of FIG. 52 or FIG. 53, in accordance with an embodiment of the invention; [0110] FIG. 55 illustrates exemplary functioning of the portable device connected to a mobile phone and a projector in the environment of FIG. 52 or FIG. 53, in accordance with another embodiment of the invention; [ 0111] FIG. 56 illustrates another exemplary functioning of the portable device connected to a mobile phone and a large screen in the environment of FIG. 52 or FIG. 53, in accordance with another embodiment of the invention; [0112] 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 another embodiment of the invention; [0113] FIG. 58 illustrates exemplary functioning of the portable device connected to a mobile phone and a laptop in the environment of FIG. 52 or FIG. 53, in accordance with another embodiment of the invention; [0114] FIG. 59 illustrates another exemplary functioning of the portable device connected to a picture frame and a wired telephone in the environment of FIG. 52 or FIG. 53, in accordance with another embodiment of the invention; [0115] FIG. 60 illustrates exemplary functioning of the portable device connected to a mobile phone and a GPS navigation system in the environment of FIG. 52 or FIG. 53, in accordance with another embodiment of the invention; [0116] 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; [0117] FIG. 62 illustrates a block diagram of portable device 5202, in accordance with an embodiment of the invention; 6 Jan. 24, 2013 [0118] FIG. 63 is a flowchart illustrating the functioning of portable device 4102, in accordance with an embodiment of the invention; [0119] FIGS. 64Aand 64B illustrates a flowchart for implementing the portable device in the environment of FIG. 52 and FIG. 53, in accordance with an embodiment of the invention; [0120] FIG. 65 illustrates an exemplary functioning of Visuphone for displaying one or more contact options at a device, in accordance with an embodiment of the invention; [0121] FIG. 66 illustrates change of display at user device 102, when a user selects a contact option, in accordance with an embodiment of the invention; [0122] FIG. 67 illustrates an exemplary functioning of Visuphone for displaying one or more contact options at a device, in accordance with another embodiment of the invention; [0123] FIG. 68 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; and [0124] FIG. 69 illustrates a flow diagram illustrating an exemplary functioning of the Visuphone for displaying one or more contact options at a device, in accordance with an embodiment of the invention. DETAILED DESCRIPTION OF THE INVENTION [0125] Illustrative embodiments of the invention now will be described more fully hereinafter with reference to the accompanying drawings, in which some, but not all embodiments of 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 elements throughout. [0126] FIG. lA illustrates an exemplary environment where various embodiments of the invention may function. A device 102a can be used by a caller 106 for connecting to destinations l08a-n. Device 102a can be a telecommunication device that can connect directly to a Public Switched Telephone Network (PSTN) 110. A person skilled in the art will appreciate, that device 1 02a can also connect to a private telephone exchange. Examples of device 102a include, but not limited to, a mobile phone, a Smartphone, a telephone, or any other device capable of voice or data communication. Each of destinations l08a-n may include one or more Interactive Voice Response (IVR) menus. Further, each of destinations l08a-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 l08a-n, an audible IVR menu may be played to caller 106. Each of destinations l08a-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 l08a-n comprises audible options or instructions. Caller 106 may be required to select various options from the audible IVR menu to obtain the required information or resource or service from the dialed destination. Various types of destinations l08a-n that implement the audible IVR menu include, for example, banks, hotels, fast-food outlets, utility services providers, corporate offices, and so forth. [0127] In an embodiment, device 102a includes a Visuphone 104 that can display a visual IVR menu on device 1 02a
- 100. US 2013/0022183 AI 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. [0128] In an embodiment of the invention, device 102a can request for updates from a server through a communication network. The server may maintain the updated information of destinations and their associated properties. This may happen in a case when requested information is not available on the dialed destination. The communication network can include more than one device. Examples of the communication network include, but are not limited to, the Network, PSTN, Local Area Network (LAN), Wide Area Network (WAN), and so forth. [0129] 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 1 02b include, but are not limited to, a personal computer, a laptop, a mobile phone, a smart-phone, a fixed line telephone, Voice Over Internet Protocol (VOIP) phone or other devices capable 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, 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 limited to, a Local Area Network (LAN), a Wide Area Network (WAN), a Wi-Fi network, and so forth. As discussed with reference to FIG. 1A, destinations 108a-n can present the audible IVR to caller 106. Device 102b includes Visuphone 104b that displays a visual IVR menu on device 102b corresponding to the audible IVR menu based on a phone nnmber of the destination to be connected. Further, Visuphone 104 may display one or more options for communication on device 102b. [0130] FIG. 1C illustrates yet another exemplary environment 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 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, 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 nnmber of the destination to be 7 Jan. 24, 2013 connected. Further, Visuphone 104 may display other communication options to caller 106. [0131] 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 server to Visuphone 104 of device 102c. Further, Visuphone 104 may save and/or display the received information at device 102c. [0132] FIG. 2A illustrates an exemplary audible IVR menu 222a at destination 1 08a, in accordance with an embodiment of an invention. 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 1 OS a for the sake of explanation and is not an actual graphical display. For explanation, assuming that destination 108a is a pizzeria that provides home delivery and takes away services. Caller 106 connects to destination 108a by dialing a board phone number 202a. Subsequently, various options of audible IVR menu 222a are played to caller 106. The various options include an 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 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 to give the caller better view of the option domain and allow even faster interface between caller and the IVR. [0133] 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". [0134] Options 204a, 206a, 208a, 210a, 212a, 214a, and 216a are part of a main menu 218a. Main menu 218a can be repeated by selecting option 220a by caller 106. Caller 106 may repeat main menu 218a for example, in case of a mistake in selection. Therefore, caller 106 directly 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. [0135] Further, each of destinations 1 OS a-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. Herein after device 102 collectively refers to device 102a,
- 101. US 2013/0022183 AI 102b and 102c. 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. [0136] In an exemplary scenario, in a hotel, the food items in a daytime menu card may be different from a night menu card. Accordingly, the options in the visual IVR menu may differ. Therefore, the visual IVR menus for daytime and night can be different for the hotel. When caller 106 dials the phone number of the hotel in daytime, a daytime visual IVR menu can be displayed at device 102a, and if caller 106 calls at night, a different menu can be displayed at device 102a. Therefore, a visual IVR menu of the hotel displayed at the calling device for a call made at noon may be different then the visual IVR menu displayed for another call made at evening. [0137] FIG. 2B illustrates an exemplary visual IVR menu 222b corresponding to an audible IVR menu 222a, in accordance with an embodiment of the invention. Visual IVR menu 222b may be displayed on a screen of 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 IVR menu 222b can be displayed on device 102a that connects to destination 108a directly through PSTN 110. Visual IVR menu 222b includes various nodes corresponding to the options of an audible IVR menu of destination 108a. The various nodes of visual IVR menu 222b include a node 202b for connecting to board number 202a of destination 108a. Similarly, nodes 204b, 206b, 208b, 210b, 212b, 216b corresponds to option 204a, 206a, 208a, 210a, 212a, 216a respectively. A node corresponding to option 220a may not be required in visual IVR menu 222b, as the complete menu is visible and caller 106 may not be required to repeat audible IVR menu 222a. Therefore, when caller 106 selects a node from visual IVR menu 222b, Visuphone 104 automatically transmits the desired action corresponding to the options in audible IVR menu 222a to dialed destination 108a. For example, assuming that caller 106 calls destination 108a to order a veg pizza for home delivery. In this case, caller 106 directly selects nodes 208b and 214b from a touch screen of device 102a, corresponding to veg pizza and home delivery from visual IVRmenu 222b.Altematively, caller 106 directly selects nodes 204b, 208b and 214b by pressing corresponding keys '2', '1', and from a keypad or screen of device 102a without a need to listen to the complete audible IVR menu. Visuphone 104 accordingly transmits 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. Moreover, caller 106 may not be required to select all the options. For example, when caller 106 wants to order a veg-pizza for take away. Then, only the nodes 208b and 216b may be required to be selected, and node 204b is automatically understood by Visuphone 104b. Furthermore, a node that is necessary for a transaction is automatically highlighted. For example, if caller 106 only selects node 216b for take away, then node 208b for a veg-pizza or node 210b for non-veg are 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 ofveg-pizza. Visuphone 104 automatically generates a 8 Jan. 24, 2013 sequence of the selections made by caller 106 and transmits it to the destination. Furthermore, Visuphone 104 stores the selections and the numbers dialed by the caller during the call in association with the destination phone number. In an embodiment, Visuphone 104 may enable callers to 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. [0138] In an embodiment of the invention, visual IVR menu 222b 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. 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 102a (102b or 102c). The process of displaying visual IVR menu when a call is received at the device is explained in detail in FIG. 35 to FIG. 40. [0139] 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 highlight or animate when the node is highlighted, and so forth. [0140] 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 208 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 displayed. 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. [0141] FIG. 2D illustrate an exemplary tooltip that is displayed when a curser is hovered over an option in the visual IVR menu. As shown, a tooltip box 222 is displayed when a cursor 226 is hovered on option 204c or 206c. Similarly, a Tool tip 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. [0142] In an embodiment of the invention, Visuphone 1 04b may provide a standard menu per group of similar audible IVR or destinations. Withreferenceto 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 providers. In such a case, the database may include a standard menu per class of compatible providers. 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 (or DTMF) to that specific audible IVR. Furthermore, the standard menus may be published. Therefore, various provid-
- 102. US 2013/0022183 AI ers 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 standard choice across various domains. For example, if a 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 destination is a telephone company. In an embodiment of the invention, the caller may customize the icons or graphics displayed on the menu. [0143] FIG. 3 illustrates exemplary components of device 1 02a for implementing Visuphone 104. Device 1 02a 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 PSTN 110 through a gateway 326, which is connected to network 112 through a network interface 314. Input/Output (I 0) interface 316 of device 102a may be configured 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. Although not shown, various other devices can be connected through IO interface 316 to device 102a. In an embodiment of the invention, device 102a may be connected to a hub that provides various services such as voice commnnication, 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. [0144] 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 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 Memory (ROM), a hard disk, and so forth. A person skilled in the art will appreciate that other types of computerreadable 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 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 commnnicate with destinations. Examples of other applications 310 include, but are not limited to, Skype, Google Talk, Magic Jack, and so forth. Other applications 310 may be stored as software or firmware on device 102a. [0145] 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, 2B and 2C. Visuphone 104 may be an application stored as a software or firmware on device 102a. The visual IVR menus are stored in a visual menu database 308 in memory 306 of device 102a. Visuphone 104 searches visual menu database 308 for visual IVR menus corresponding a phone number of destinations 108a-n dialed by caller 106. In an embodiment, Visuphone 104 searches visual menu database 308 for visual IVR menus corresponding to a phone nnmber of a calling destination. Subsequently, if the visual IVR menu 9 Jan. 24, 2013 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 nnmber and automatically displays the visual IVR menu corresponding to the phone number. Thereafter, the caller can interact with the visual IVR menu, without listening to the complete audible IVR menu of destinations. [0146] With reference to FIG. 4, an exemplary display of a visual IVR menu 406 on device 1 02c is illustrated. The caller may dial a phone nnmber 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 nnmber 402 is searched and displayed on a display 412. [0147] In an exemplary instance, if caller dials a phone nnmber of an IVR destination, then a visual IVR menu corresponding to audible IVR menu of the dialed destination is displayed on 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 IVR menu 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. [0148] Caller can interact with visual IVR menu 406 by pressing a desired button from keypad 320. For example, caller can press a '5' key from keypad 320 to select a node 5 in visual IVR menu 406. 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 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 fnnctionality of the display screen. Therefore, Visuphone 104 may display the visual IVR menu in form of a simple list. Similarly, a list may be displayed in case of fixed line telephones. Moreover, in case device 102c includes a high capability screen, such as but not limited to an iPhone, then the visual IVR menu is displayed in form of graphics. [0149] Subsequently, after caller selects a desired action from 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.
- 103. US 2013/0022183 AI [0150] In an embodiment, Visuphone 104 may be configured to display an advertisement 408. Advertisement 408 may correspond to the type of services provided by the dialed destinations. 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 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. [0151] Visuphone 104 may be configured to connect to an intended destination, when caller selects advertisement 408. 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 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 for selecting his account balance may be highlighted. [0152] 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. [0153] 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 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 a time information. In an embodiment, Visuphone 104 may further 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 destination. 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 10 Jan. 24, 2013 information 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. [0154] In an embodiment of the invention, Visuphone 104 may 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 the dialed destination after establishment of the communication. 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 Instrument 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. [0155] FIG. 5 illustrates exemplary components of device 102b for implementing Visuphone 104, in accordance with another embodiment of the invention. Device 1 02b 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. 1B, 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 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 1 02b may be configured to connect external or peri phera! 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 IO 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. [0156] Device 102b includes a display interface 502 to connect to a display 512. Display interface 502 can be for example, a video adapter. Display 512 outputs graphical information to caller. In an embodiment of the invention, display 512 includes a touch sensitive screen. Therefore, caller 106 can provide inputs to device 102b by touching display 512 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
- 104. US 2013/0022183 AI 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 applications 510 that enable caller 106 to communicate with destinations 1 08a-n. Examples of other applications 510 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 1 02b. The visual IVR menus are stored in visual menu database 308 in memory 506 of device 102b. Visuphone 104 searches visual menu database 3 08 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 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, without listening to the audible IVR menu of destinations 1 08a-n. [0157] FIG. 6 illustrates an exemplary display of a visual IVR menu 604 on device 102b, in accordance with an embodiment 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 corresponding 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. [0158] In an exemplary instance, if caller 106 dials a phone number 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 10 departments. Further, the display area of display 512 may be limited. As a result, all the nodes of visual IVR menu 604 may not be displayed together on display 512. In such a case, Visuphone 104 is 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. [0159] Subsequently, after caller 106 selects a desired option from visual IVR menu 604, a connection is established between device 102b and a destination based on the selected action. In one embodiment, Visuphone 104 is configured to detect and present applications suitable to caller 106 for initiating the connection. For example, Visuphone 104 may detect more than one VOIP applications present in device 102b and present them to caller 106 on display 512. There- 11 Jan. 24, 2013 after, 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 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 104 is configured to display visual IVR menu 604 for the phone number selected from the applications. Further, one or more options such as file, edit, new, and so forth may be displayed in field 602 as shown. [0160] 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 destination. 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 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. 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 be dialed out to the IVR at the proper time. [0161] 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 websites 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. [0162] Thereafter, Visuphone 104 can detect and lannch a VOIP 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 login details for the VOIP application in Visuphone 104. 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 connect to the destination from web browser 702 automatically and may not be required to dial the phone number or provide call-back information. [0163] In an embodiment of the invention, Visuphone 104 may include a VOIP plug-in that monitors the outgoing calls made from the VOIP application. Therefore, the VOIPplug-in may search each dialed number in visual menu database 308. In case, the dialed number is found in visual menu database
- 105. US 2013/0022183 AI 308 and is associated with aniVR, then the VOIP plug-inmay display the visual IVR menu corresponding to the audible IVR menu of the dialed number. [0164] 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 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. [0165] FIG. 8 illustrates exemplary software architecture 800 ofVisuphone 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 functioning or installation of the hardware of device are provided by a drivers layer 804. Moreover, drivers layer 802 interfaces with an Operating System 806. [0166] Operating System 806 provides memory and environment required by Visuphone 104 and other applications 808 for functioning on device. Examples of Operating System 806 include, but are not limited to, Windows, Macintosh, Linux, Symbian, Andriod, 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 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 implemented as a multi-threaded application. Therefore, visual IVR menus of more than one destination may be displayed simultaneously on device. [0167] FIG. 9 illustrates exemplary components ofVisuphone 104, in accordance with an embodiment of the invention. As 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 processes or applications executing on the device may not block the operation ofVisuphone 104. [0168] When caller 106 dials, selects or receives a phone number on the device, a detection module 902 ofVisuphone 104 detects that a phone number has been dialed, selected or 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 number. Moreover, caller 106 may use a mouse to a joystick to select or 12 Jan. 24, 2013 press icons of numbers displayed on the VOIP application. 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, 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 the VOIP application, detection module 902 can detect the exact position of each number icon on the display of device. 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 number '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. [0169] 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 number 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 number 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. [0170] The phone number 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 number. 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 1 08a-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 number 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. [0171] The visual IVR menu identified by a search module 904 is displayed on the display of device by display module
- 106. US 2013/0022183 AI 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. [0172] Caller 106 may interact with the visual IVR menu or other information displayed on device 102. For example, caller 102 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 connection module 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 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 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. [0173] In an embodiment, a call of caller 106 may be transferred 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 have different audible IVR menus. Connection module 908 is configured to identify the transfer of call and to switch the visual IVR menu of destination 108a with destination 108b. The switching of visual IVRmenus is explained in detail in conjunction with FIG. 11. [0174] 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. Subsequently, the connection or the transaction can be processed. [0175] As discussed in conjunction with FIGS. 4 and 6, Visuphone 104 may be configured to display advertisements on device 102. The advertisements are managed by advertisement module 912 ofVisuphone 104. The advertisement may 13 Jan. 24, 2013 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 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. 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 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. [0176] 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 functionalities to caller. An update module 914 may be configured to update the visual IVR menus stored in visual IVR menu database of device. Moreover, update module 914 may be configured to update Visuphone. 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. [0177] Visuphone 104 may record the caller's selections or keystrokes 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 can provide better support to caller by 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 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 as analyzed from the caller's keystrokes during his connection with destinations of the audible IVR menus. [0178] FIG.10 illustrates an exemplary remote server 1002 connected to a remote repository 1004. As shown remote server 1002 is connected to device 102 through a computer network 1006. Further, remote server 1002 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 1 08a-n directly through PSTN 101 0; therefore the connection is not limited to network 1006. Each of destinations 108a-n
- 107. US 2013/0022183 AI may be connected to audible IVR menu repository 1012a-n, here after referred to as destination repository 1012a-n. [0179] 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 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 embodiment of the invention, visual menu database 308 may be updated by receiving menus through Short Messaging Service (SMS). The SMS may be sent from destination 108a-n or remote repository 1004 to device 102. Remote repository 1004 includes visual IVR menus corresponding to audible IVR menus of destinations 1 08a-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. [0180] In case, the audible IVR menu of a destination is changed, caller may not be able to connect to the destination by using Visuphone. Visuphone is configured to detect the error generated while establishing the connection. For example, caller may select a node in the visual IVR menu that may not have a corresponding option available in audible IVR menu, or a connection not be established between device 102 and the destination. The error is detected by update module 914 ofVisuphone. 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, the error report may include the error generated and an Identity (ID) or version of the visual IVR menu on which the error was generated. In case, the updates are not available in remote repository 1004, then an update of remote repository 1004 may be required. [0181] 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. Remote server 1002 can comprise a process of continuously 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 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 102 for download an update. [0182] 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 pack- 14 Jan. 24, 2013 ets. The data network is a network capable of establishing data and voice communication among various commnnication 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. [0183] In an embodiment of the invention, visual menu database 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 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. [0184] 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 1 08a may have completely different audible IVR menus as compared to destination 108b. For example, destination 108a may be a loan department and destination 108b may be an insurance department of a bank. 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. [0185] 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 108a. In an embodiment, the connection is established directly without using Visuphone 104. Thereafter, destination 108a 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. [0186] In an embodiment, destination 108b 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 IVR menu of destination 108b. Subsequently, display module 906 ofVisuphone 104 uses the audible IVR
- 108. US 2013/0022183 AI menu ID to display the corresponding visual IVR menu. Further, a caller may select a node from the visual IVR menu corresponding to destination 108b. Therefore, when a caller selects a node, a connection may be established with destination 108b. In an embodiment of the invention, connection between device 102 and destination 108a is disconnected after establishing a connection between device 102 and destination 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. [0187] Another embodiment of the invention allow visual IVR 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 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 serv1ces. [0188] 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 landline phone. Modem 1206 may be a Digital Subscriber Link (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. 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-F i connection. Modem 1206 comprises the ability to detect and recognize the dialing made 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 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 screen of computer 1202. [0189] 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 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 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. [0190] 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 15 Jan. 24, 2013 the visual IVR menu corresponding to the dialed number on the designated channel of the television 1212. Further, all the options described before can be provided now using the screen 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 provided 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 Playstation, can be connected to the Internet. Each of those devices may allow 'smart' modem 1206 to provide a visual IVR menu on the screens of television 1212. [0191] In another embodiment of the invention a telephone connection may be established through an external telephone service by using a computer, as discussed with reference to FIG. 13. External telephone service provider 1310, such as 'Google Voice', which a 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 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 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 described before, such as but not limited to highlighting previous choices, automatic dialing of caller information and presenting related advertisements. [0192] Another enhancement for such external service provider 1310 is to provide a 'smart' connect. In case of the 'smart' 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 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. [0193] 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 telephone connection line 1410. Add-on 1404 may comprise a processing nnit, a display and a database. The database may be similar to visual menu database 308 as discussed in FIG. 3. 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
- 109. US 2013/0022183 AI 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 WiFi or Bluetooth. [0194] FIG. 14B illustrates an embodiment, where an addon 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 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. Addon 1414 may comprise a processor and a database. The database may be similar to visual menu database 3 08 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 ofFIG.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. [0195] 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 envirouments as discussed above. [0196] FIGS. 15A, 15B, and 15C illustrate a flowchart diagram for presentation of the visual IVR menus, in accordance with an embodiment of the invention. Caller 106 may dial, select or receive a number to connect to a destination from device 102. The destination may include an audible IVR menu for interaction with a caller. Further, device 102 may include 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 IVRmenu. [0197] At step 1502, Visuphone such as of device 102 detects a phone number dialed, selected or received 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 of Visuphone 104. Thereafter, search module 904 searches visual menu database 308 of device 102 for the phone number, at step 1504. Search module 904 searches for visual IVR menu and 16 Jan. 24, 2013 other information corresponding to the phone number. Other information may include, for example, the caller profile, call history of the caller, advertisement associated with the phone number and so forth. In an embodiment of the invention, search module 904 searches visual menu database 308 in real-time. Therefore, the visual IVRmenu and other information may be searched with only a few digits of the phone number. [0198] At step 1506, it is determined by search module 904 whether the visual IVR menu and other information are available for the phone number in visual menu database 308. In case, the visual IVR menu is available, then the process continues to step 1508. In case, the visual IVR menu is not available, then device 102 may be connected to remote repository 1004 by update module 914, at step 1518 as shown with reference to FIG. 15B. Thereafter, it is checked whether the visual IVR menu is available in remote repository 1004, at step 1520. Subsequently, if the visual IVR menu is available, then visual menu database 308 is updated from the information available at remote repository 1004, at step 1522. The process then continues to step 1524. [0199] Further, at step 1506, once it been determined by the search module 904 that the visual IVR menu for the destination is available in the visual menu database 308 an asynchrony request is sent to remote repository 1004, at step 1558. The request is sent to check whether a newer version of the menu with different content is available, at step 1560. Subsequently, if such version exists in remote repository 1004, then visual menu database 308 is updated accordingly, at step 1522. The process is then continues to step 1524. [0200] In case, the visual IVR menu is not available in remote repository 1004, then the process continues to step 1528. At step 1528, audible IVR menu selection in detected on device 102. The 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 1530. Thereafter, the process continues to step 1526, where remote repository 1004 is updated for information. [0201] At step 1524, it is determined by search module 904 if visual IVR menu is available for the dialed number in updated visual menu database 308. In an embodiment, Visuphone detects the correctness of information based on the error received on connection to the IVR destination or behavior of the caller. In case, visual IVR menu is available, then the process continues to step 1508. Otherwise, in case the visual IVR menu is not available, then the process continues to step 1526, where remote repository 1004 is updated for information. In an embodiment, Visuphone 104 sends an error report to remote repository 1004 to initiate the update. The error report may include the error details of connection, behavior of 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
- 110. US 2013/0022183 AI pre-defined time interval. In another embodiment of the invention, remote repository 1004 is updated by an administrator of remote server 1102. [0202] At step 1508, if the visual IVR menu is available in the visual IVR menu database, 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 include the nodes of the visual IVR menu selected by the caller. In another embodiment, the inputs include the advertisement selected by the caller. Subsequently, device 102 is connected to destination based on the inputs provided by the caller, at step 1512.At step 1514, 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. Thereafter, the process steps as discussed above are 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 are received, to continue the communication till the caller or destination disconnects the connection. [0203] 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 1004. 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 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. [0204] 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 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 1602. Memory 1604 may include Database Construction System (DCS) 1606 for gathering audible IVR menu information, which could be called 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. [0205] DCS 1606 may include various modules or instructions that may be executed by processor 1610 for generating 17 Jan. 24, 2013 information in records database 1608, as explained in detail with reference to FIG. 17. 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 performing 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 may be implemented on different devices. [0206] Records database 1608, may include multiple records. Further each record may include an IVR identity code, multiple internal destinations and an activation code for each said internal destination. The IVR identity code may be for example, the phone number 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 sub-internal destination. Moreover, each sub-internal destination may be associated with a sub-record. [0207] 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. [0208] FIG. 17 A 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
- 111. US 2013/0022183 AI 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 of the caller with the information, such as the telephone numbers stored in records database 1608. The records can then be forwarded to the caller's device by download module 1710. [0209] 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. [0210] 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 or more activation codes associate with the IVR identity code. 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. [0211] 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 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 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 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 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. [0212] ILM 1726 as part of its internal algorithm will drive the interaction sessions with the IVR. ILM 1726 may include 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 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 reduced. 18 Jan. 24, 2013 [0213] The process of IVR 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, 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 case, a connection to records database 1608 is not available, then TSM 1728 may accumulate the information until a connection can be established. [0214] Dialog Module 1730 ofiTM 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 amount of guessing that is required for translating the IVR audio request. SRM 1732 may use a single grammar or a combination of dedicated grammars, for example, but limited 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 preset terms stored in the memory. Examples, of preset terms include, but not limited to, "yes", "no", name of the caller, and 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. [0215] Dialog module 1730 may be required to respond to the IVR requests during a tracking session. Dialog module 1730 may use a Response module 1734 to generate the required response. Various audible IVRmenus 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 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, 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 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. [0216] Various destinations may provide a different audible IVR 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 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
- 112. US 2013/0022183 AI which a particular audible IVR menu is active. Accordingly, ITM 1724 may call the destinations multiple times based on the time information. [0217] 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 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 web-based list such as yellow pages to call the destinations. Generally, the phone numbers of the destinations in the yellow pages are organized based on the business domains of the destinations. Accordingly the business domain code could be added to record database 1608. As graphics and icons are very effective in enhancing 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. [0218] ITM 1724 may include components to connect to the audible IVR menu. As shown with reference to FIG. 17B, ITM 1724 may include a VOIP connection module 1736 to interact with a VOIP application 1740. VOIP application 1740 may be implemented within or outside DCA 1720. In such a case, VOIP connection module 1736 may use VOIP application 1740 to interact with the audible IVR menus. [0219] 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. [0220] FIG. 18 illustrates a flowchart diagram for generating records database 1608 by using DCS 1606, in accordance with an embodiment of the invention. The audible IVR menus of destinations may be analyzed to generate records database 1608 for corresponding visual IVR menus. At step 1802, a phone number may be dialed to connect to an audible IVR menu of destination. The phone numbers and destinations may be selected automatically from a database of phone numbers. For example, yellow pages for a selected territory, category, business or other suitable classifications. As discussed with reference to FIG. 2A, the audible IVR menu may include various options 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 19 Jan. 24, 2013 be provided. The first level of the audible IVR menu is analyzed at step 1804. The audible IVR menu may be analyzed by voice recognition. [0221] In an embodiment of the invention, the voice recognition for constructing records database 1608 is based on context-enhanced voice recognition. 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. [0222] Further, the voice may be converted to a text format. In an embodiment of the invention, a voice-to-text application may 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 1806. 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 1808, it is determined whether there are any sub-menus in the audible IVR menu. The sub-menus may be detected based on the information analyzed from the audible IVR menu. In an embodiment of the invention, sub-menus are detected based on the information stored in the database. [0223] In case the audible IVR menu contains sub-menus, then the sub-menus are analyzed, at step 1810. The submenus may be analyzed in a similar manner as the first level of audible IVR menu as discussed above. Subsequently, at step 1812, the information corresponding to the sub-menus is stored in records database 1608.At step 1814, it is determined 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 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 discover 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 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. [0224] Moreover, records database 1608 may be automatically checked and verified after complete analysis of the audible 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 be use quality marks for every term recognized during the 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 operators. In an embodiment of the invention,
- 113. US 2013/0022183 AI 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. Further, the audible IVR menus may be analyzed by human operators, in case of malfunction or other issues with the automatic functioning. [0225] In an embodiment of the invention, records database 1608 may be updated automatically based on a pre-defined update 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 ofVisuphone. For example, the caller may identify that a visual IVR menu incorrect or incomplete, and may subsequently provide a rating to the visual IVR menu. Further, an administrator or caller of records database 1608 may update it manually. [0226] 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 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 use 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. [0227] 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. [0228] 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 20 Jan. 24, 2013 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. [0229] FIG. 20A illustrates an exemplary information process for an IVR menu stored in records database 1608. 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. 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". [0230] Corresponding to these requests a display may be generated on the caller's device, an exemplary illustration is as shown with reference to FIG. 20B. As shown, a web form 2014 is generated corresponding to the requests. Web form 2014 may be presented on a web browser of the caller's 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 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 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 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 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 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. [0231] In another embodiment of the invention, electronic yellow pages directory allows the dialing the number directly from 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 position of the dialed destination number and position of the one or more destinations. The caller can select
- 114. US 2013/0022183 AI 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 caller the time 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 IVRmenu database or can be connected to a visual IVR menu service in order to provide the menu to the caller. [0232] 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. For example, when caller 106 dials a phone number of pizzeria then Visuphone 104 may 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. 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. [0233] FIG. 21 illustrates an exemplary display of representations 2102a-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 all restaurants serving Chinese food located within the predefined range of distance relative to caller 106. [0234] 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 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, icons, area map, and so forth. Representations 2l02a-n may also include the distance of destinations lOSa-n with respect to the location of caller 106. [0235] Caller 106 may select a destination from the representations 2102a-n based on one or more displayed proper- 21 Jan. 24, 2013 ties. 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 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 caller 106. [0236] 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. 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. [0237] In an embodiment of the invention, device 102 can request for updates from a server through a communication network. The server may maintain the updated information of destinations and their associated properties. The commnnication 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 Network (WAN), and so forth. [023S] Alternatively an enhanced web base 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 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. 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 use VOIP to connect the caller over the web to the IVR of the destination. [0239] 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. [0240] 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
- 115. US 2013/0022183 AI 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 a destination. Further, each of destinations 108a-n may have more than one audio IVR menus. So different visual IVR menu corresponding to one or more audio IVR menus is possible. [0241] FIGS. 23A, 23B, and 23C illustrate a flowchart diagram for providing representation of destinations based on position, 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 device 102. Destinations 108a-n may include an audible IVR menu for interaction with a caller. Further, device 102 may include Visuphone 104 to display one or more representations 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 2202 without listening to the audible IVR menu. [0242] At step 2302, 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. In an embodiment of the invention, Visuphone 104 displays at least one property associated with one or more destinations 108a-n based on the identified dialed phone number of the destination. Further, at step 2304, a location code associated with current location of device 102 is determined. The location 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 different than the location code of the dialed destination 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. [0243] At step 2306, 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 2308, 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 2310, CPU 304 checks whether the destination phone numbers matching the business category are available in visual menu database 308. 22 Jan. 24, 2013 In case the one or more destination phone numbers are available, then the process continues to step 2312, else the process control goes to step 2328. [0244] At step 2312, CPU 304 searches for at least one phone number from the one or more destination phone numbers based on the location code. The location code is associated 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 102b and a location code of the dialed destination phone number. At step 2314, 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, then step 2326 is executed. At step 2326, a visual IVR menu of the dialed destination phone number is displayed on display 302, as shown with reference to FIG. 23C. [0245] At step 2314, when the at least one destination phone number matching the location code of device 102 is not available in the visual menu database 308, the process continues to step 2316. At step 2316, the at least one destination phone number with its associated properties are displayed. CPU 304 displays the at least one destination phone number and associated properties on display 302 of device 102. Further, at step 2318, caller 106 selects a destination phone number from the displayed representations of destinations. At step 2320, 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. [0246] As discussed with reference to FIG. 22, visual IVR menu 2202 includes one or more options. At step 2322, caller 106 selects an option from visual IVR menu 2202. Thereafter, at step 2324, device 102 connects to the selected optionofthe 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 2310, 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 2328, 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 2330, the updates are received from the server by device 102. Then, at step 2332, the received updates are stored in the visual menu database 308 on device 102. Thereafter, the process continues to step 2308. [0247] 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 caller the time 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.
- 116. US 2013/0022183 AI [0248] 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 by the destinations dialed by a caller. For example, if destination dialed is a builder, then advertisement 408 may include promotions or offers about new plots or houses. 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 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. [0249] Visuphone 104 may be configured to connect to an 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 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 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. [0250] As discussed with reference to FIG. 9, the advertisements 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 may be displayed. Moreover, the advertisement can be 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. Moreover, the advertisement may include 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. 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. [0251] In another embodiment, advertisement module 912 may be configured to receive the advertisements from a remote server 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 23 Jan. 24, 2013 displayed. Furthermore, the advertisements may be associated with the personal data of caller 106. For example, the advertisement may be displayed based on the calling pattern of caller 106. [0252] FIG. 24 illustrates a flowchart for presenting advertisements 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 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 may be stored on a remote database that can be connected to device 102. [0253] At step 2402, a number dialed by a caller such as caller 106 for a destination is identified by Visuphone 104. The destination may be associated with an IVR, for which a visual IVR 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 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 bank, then the dialed number is identified and an advertisement 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. [0254] 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 by caller 106. In one embodiment, the advertisements may be downloaded from dialed destination or remote database on a server in the network. [0255] 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 existing advertisement is displayed as discussed at step 2406. In an embodiment of the invention, the advertisement is displayed for a pre-set time duration. Otherwise, in case the advertisement is selected by caller 106 than the process continues to step 2404, where the telephone number of the destination associated with the advertisement is used to search for advertisement. [0256] 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).
- 117. US 2013/0022183 AI [0257] FIG. 25A illustrates an exemplary information process for 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 ofiVR options. In an embodiment, the specific information may 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 callemame, 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 an ordered list of activation codes. [0258] In another embodiment, caller 106 may be required to provide the specific or personal information as audio or voice 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 for such authentications or questions alternatively the system can use synthesis voice. As discussed with reference to FIG. 16 the audio prompts or 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 an exemplary request 2504a "Please enter the login identity (ID)", a request 2506a "Please enter the password". [0259] 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 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 maybe used when connection module 908 detects that a voice 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. [0260] 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 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 information. 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, Visuphone 104 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 required 24 Jan. 24, 2013 to complete the missing information manually. Subsequently, Visuphone 104 may connect to the IVR after the caller clicks on the submit button 2508. [0261] 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 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 embodiment, Visuphone 104 may change the format of the response from an audio format to a text format. [0262] FIG. 26 illustrates a flowchart for submitting personal information of a caller by Visuphone 104, in accordance with an embodiment of the invention. At step 2602, caller 106 dials a phone number of a destination 108 such as destination 108a. Subsequently, at step 2604 a visual IVR menu associated with the dialed number is displayed on the display screen of caller device 102. For example, destination 108 may be a bank. Thereafter, at step 2606 caller 106 may select an option from the displayed visual IVRmenu. For example, caller 106 may select to make a transaction from account, so caller 106 may select an appropriate option from the displayed visual IVR menu. 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 may require caller 106 to provide authentication information before a transaction can be made. At step 2608, 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 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. [0263] Subsequently, at step 2610, Visuphone 104 may fill the 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 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 one or more data request fields with important information. Further, caller 106 may define the predefined information. Caller 106 can also be referred as a caller. For example, Visuphone 104 may submit the name and account number of caller 106, but may not submit the transaction password. In another embodiment of the invention, Visuphone 104 may allow caller 106 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 2612 the connection between dialed destination 108 and caller device 102 may be established and the information stored in the form is submitted. Typically, the IVR of desti-
- 118. US 2013/0022183 AI nation 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. [0264] 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, Visuphone 104 may convert the receiver format of the response 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 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. [0265] In an embodiment of the invention, Visuphone 104 may call the dialed destination based on predefined calling information automatically; it is described in detail in FIGS. 3 OA and 3 OB. 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. [0266] 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 exemplary visual IVR menu of a pizzeria. It is well kuown 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. [0267] Further, each of destinations 1 08a-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. [0268] 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. 25 Jan. 24, 2013 Caller 106 may switch device 102 to a scheduling mode by 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. [0269] Furthermore, Visuphone 104 may automatically call a phone number of a destination of destinations 1 08a-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 additiona! data such as a predefined time interval, maximum number of dialing attempts, waiting time, and so forth. [0270] 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 123-456-7890* *. 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. [0271] 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. 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 represented 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 banking 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. 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 saving one or more inputs from the caller after switching to the scheduling mode.
- 119. US 2013/0022183 AI [0272] 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 FIG. 27, Visuphone 104 may save the inputs from caller 106 after switching to the scheduling mode. Device 102 switches 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 call. A time input box 2906 may be displayed on the screen of device 1 02a 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 phonenumberofthe 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. [0273] In another embodiment of the invention, call schedule 2902 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 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 caller 106. Further, call schedule 2902 may also include additional information such as maximum number of calling attempts, waiting time, and so forth. [0274] Thereafter, a communication is established between device 102 and the dialed destination. After establishment of the communication, Visuphone 104 may request and/or receive information from the dialed destination based on the selection 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. [0275] 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 selec- 26 Jan. 24, 2013 tion 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 Visuphone 104. [0276] FIGS. 30A and 30B 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 device 102. Destinations 1 08a-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 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 the predefined calling information. In an exemplary scenario, a user of device calls a bank, than a scheduling 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. 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. [0277] At step 3002, a phone number of a destination is dialed from device 102. Caller 106 may dial the phone number of destination of destinations 108a-n. At step 3004, 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 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 3006, device 102 is switched to a scheduling mode. Caller 106 selects scheduling mode option 2720 for switching device 102 to the scheduling mode. As 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. [0278] At step 3008, Visuphone 104 saves the selection information including the one or more options of the displayed visual IVRmenu. 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 2906. Caller 106 may enter the date and time information in calendar 2904 and time input box 2906 respectively. At step 3010, Visuphone 104 saves the call schedule including the date and time information. [0279] At step 3012, it is checked whether the entered call schedule's date and time has arrived. Visuphone 104 may
- 120. US 2013/0022183 AI perform the checking by comparing the call schedule's date and time with the current date and time. In an embodiment, Visuphone 104 determines the current date and time based on the system clock and/or internet. If the call schedule's date and time is not equal to current date and time, then at step 3014 the process waits for the call schedule's date and time to arrive, otherwise the process control goes to step 3016. At step 3016, Visuphone 104 dials the phone number of the destination. 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. [0280] At step 3018, 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 communication byVisuphone 104. [0281] At step 3020, 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 another destination of destinations 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, HyperText Markup Language (HTML) or any other format compatible with device 102. [0282] At step 3022, 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 embodiment, the saved information may be accessed by caller 106 later. At step 3024, Visuphone 104 displays the received information on display 302 of device 102. [0283] According to an embodiment of the invention, Visuphone 104 may send one or more data packets (or messages) for establishing a connection or communication session in a commnnication network 3100 as illustrated in FIG. 31A-D. FIG. 31A-D illustrates exemplary environments, where various embodiments of the invention can function. Communication network 3100 includes a device 3102a. In an 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 27 Jan. 24, 2013 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 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 network is a network capable of establishing data and voice commnnication 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. [0284] 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 communication device 3102a 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 connect to a private telephone exchange. Examples of first commnnication 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 communication 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 commnnication 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. [0285] In an embodiment, first communication device 3102a may include an IVR application. In an embodiment, first communication device 31 02a may include the IVR application such as Visuphone 31 04a as shown in FIG. 31A. Visuphone 104a may provide data regarding a phone number of second communication device 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 commnnication device 3108a. 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 31 02a can have more than one IVR menus. Visuphone 31 04a may display a visual IVR menu on first communication device 3102a corresponding to the audible IVR menu associated with the phone number of second communication device 3108a to be connected. [0286] 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 personal digital assistant (PDA), a mobile phone, and so forth. Various types of second commnnication 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,
- 121. US 2013/0022183 AI and so forth. Further, second communication device 3108a can have more than one audio/visual IVR menus. Typically, the audible IVR menu provided by second communication device 3108a comprises 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. [0287] 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 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 3108a via the visual IVR menu associated with second communication device 3108a. [0288] In an embodiment, first communication device 3102a may receive an acknowledgement message from second communication device 3108a. In an embodiment, the acknowledgement 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. [0289] In an embodiment, second communication device 3108 such as a second communication device 3108b may include an IVR application such as Visuphone 31 04b as shown in FIG. 31B. As shown communication network 100 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 acknowledgment 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. [0290] FIG. 31C illustrates another exemplary environment where communication device may exchange one or more messages or data packets for establishing communication session, in 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 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-Fi network, 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 communication 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 device 3108b (or 3108a) presents the audible IVR to first communication device 3102b. [0291] Further, Visuphone 3104a may search or detect a data network. In an embodiment, Visuphone 31 04a may send 28 Jan. 24, 2013 one or more messages in the form of data packets to second communication device 3108b, when a data network such as the Internet is detected or available. Further, Visuphone 3104a may establish a communication session with second communication device 3108b 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 3104a of first communication device 3102b 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 ofDTMF signals or tones. [0292] As illustrated in FIG. 31D, first communication 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 customers. For example, cable television service provider may also provide phone and network service, optical network provider may also provide phone or television services, WiMax service providers that provide phone service, and so forth. Network 3112 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 serv1ces. [0293] First communication device 3102c includes Visuphone 31 04a 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). 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 number. The visual IVR menu will indicate the version information 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 communication 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 31 04a is not available at second communication device 3108b. Thereafter, second communication device 3108b may send the information received from the server to Visuphone 3104a. Visuphone 3104a may further request and/or receive information from the dialed second communication device 3108b. Further, Visuphone 3104a may display the information at first com-
- 122. US 2013/0022183 AI munication device 3102c. In an embodiment, Visuphone 3104a may include version information. The version information may be a combination of numbers, alphabets or an alphanumeric code indicating a version ofVisuphone 3104a. Herein after, first communication device 3102 may be used to refer first communication device 3102a-c collectively. [0294] FIG. 32 illustrates an exemplary packet 3202 sent from first 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 communication device 3102 may send the packet 3202 to second communication device 3108 for establishing a communication 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 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 associated with second communication device 3108, arrACK bit, and so forth. The Visuphone version indicates the version information ofVisuphone 31 04a present at first communication device 3102. The visual menu ID indicates the identity information of the visual IVR menu associated with the 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 theACK bit or acknowledgement bit to 1 and send it back to first communication device 3102 as an acknowledgement message. A value 1 in 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 of IPv6 packet. The structure of header section or first section 3202a is shown in FIG. 33. [0295] 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, 29 Jan. 24, 2013 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. In an embodiment first section 3202a and second section 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. [0296] FIG. 33 illustrates an exemplary structure of first section 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 ofiPv6 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 label 3306 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 to next element or packet in the chain of packets when multiple packets are sent. Hop limit 3312 field may indicate the 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. [0297] FIGS. 34A and 34B illustrates a flowchart for communicating among a plurality of communication devices, in 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 may include an IVR application such as Visuphone. As shown in FIG. 31B, second communication device 3108b includes Visuphone 3104b. In another embodiment, second communication device may not include Visuphone as shown in FIG. 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 Dual-Tone 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 3104 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.
- 123. US 2013/0022183 AI [0298] 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 3402, Visuphone 3104a of first communication device 3102 searches for a data network such as the Internet. At step 3404, an availability of the data network is checked. When the data network is available the process continues to step 3408 else the process control goes to step 3406. At step 3406, Visuphone 3104a 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. [0299] At step 3408, Visuphone 3104a sends a first section of the packet as a data packet to second communication device 3108a 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 of the packet includes first information. Examples of the first 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, an ACK bit, hop limit, payload length, traffic class, and so forth. The Visuphone version field indicates the version 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 acknowledgement bit may be used by second communication device 3108 to send an acknowledgement message from which the first section is received. In an embodiment, the ACK bit may have a value such as 0 or 1. [0300] At step 3410, 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 3412. At step 3412, 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. [0301] At step 3414, 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, 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 30 Jan. 24, 2013 device 3102. 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 device 3102. The user profile indicates information such as last dialed numbers, time oflast call, duration of last call to second communication device 3108, and so forth. [0302] In an embodiment, Visuphone 3104a may send header information as a first section of the packet and data or payload 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 as a single packet 3202, as shown in FIG. 32. [0303] FIG. 35A illustrates an exemplary communication network where a call is received at a device from a first party device, in accordance with an embodiment of the invention. A device 3502a may receive a call from a plurality of first party devices 3508a-n in a communication network 3500. A person skilled in art will appreciate, that communication network 3500 may also include different types of devices. Further, communication 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 telephone, a computer, a laptop computer, a personal digital assistant (PDA), a mobile phone, 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 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 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 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. [0304] A caller 3506 may connect to a first party device of the first party devices 3508a-n either by accepting a call from the 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 information to device 3502a. Similarly, device 3504a may also request information from first party devices 3508an. Device 3502a can be a telecommunication device that can 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. [0305] A Visuphone 3504 of device 3502a can display a visual IVRmenu 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
- 124. US 2013/0022183 AI 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. [0306] 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 on the calling first party device. Device 3502a may also request information from first party device 3508a from which the call is received. [0307] 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 embodiment of the invention. As shown, a device 3502b can be a communication device that can be connected directly to a network 3514. Examples of device 3502b include, but are not limited to, a personal computer, a laptop, a mobile phone, a smart-phone, a fixed line telephone, 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 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, LAN, WAN, a Wi-Finetwork, 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. [0308] As shown in FIG. 35C, a device 3502c can be connected to PSTN 3510 through network 3514 or through a cellular network 3516. Various service providers provide multiple or overlapping services to customers. For example, cable television service provider may also provide phone and network service, optical network provider may also provide phone or television services, 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 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 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 first party device 3508a may send the information received from the server to Visuphone 3504. Visuphone 3504 may further 31 Jan. 24, 2013 request and/or receive information from calling first party device 3508a. Further, Visuphone 3504 may display the information at device 3502c. [0309] 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 calling first party device 3508. In an embodiment, device 3502a may be referred as a second party device. [0310] Further, Visuphone 3504 can highlight an option or node in 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 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 attend or reject the call from first party device 3508. [0311] Further, Visuphone 3504 may display one or more communication 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 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 so forth depending on the selection of the communication option. Further, third party device 3602 may have an associated phone number. [0312] In an embodiment, when caller 3506 selects a 'conferencing' option from the displayed one or more communication 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 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 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 embodiment, caller 3506 of device 3502a may opt to leave the con-
- 125. US 2013/0022183 AI ference call in between of the call. Thereafter, first party device 3508a and third party device 3602 may continue with the call. [0313] 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 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. [0314] 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. [0315] 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 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 daytime 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 32 Jan. 24, 2013 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. [0316] 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 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, 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. [0317] 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 information 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 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 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 another first party device 3508b during the call. [0318] 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 corresponding 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 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, 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 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 bank. 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.
- 126. US 2013/0022183 AI [0319] Another embodiment of the invention allow visual IVR menu for calls received at a conventional home telephone. FIG. 39 illustrates the presentation of the visual IVR menu when a phone connection is associated with a wide band 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. 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. [0320] 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 Link (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. [0321] 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. [0322] 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 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 33 Jan. 24, 2013 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 provided 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 Playstation, 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. [0323] FIG. 40 illustrates a flowchart for providing enhanced telephony 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 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 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 3502 by accepting the call. In an 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 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. [0324] At step 4002, a call from a phone number of a first party device 3508 such as a first party device 3508a, is received. The call may be received by Visuphone 3504 of device 3502. First party device 3508a may initiate a call to device 3504 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 3504 may compare the phone number of first party device 3508a with the stored phone numbers. [0325] 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 associated 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 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. [0326] At step 4006, visual IVR menu associated with the calling 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 corresponding to different nodes as shown in FIG. 3 7.
- 127. US 2013/0022183 AI 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 3710, caller 3506 of device 3502 may select a communication option of the displayed one or more communication options 3720a-n. At step 4012, a communication session is established based on 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 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 communication network 3500 by selecting the 'call forwarding' option. In an embodiment, the call may be forwarded to a server of 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. [0327] 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. [0328] 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. [0329] 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 of the device. During the call, if the user wishes to check 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 IVRmenus. 34 Jan. 24, 2013 [0330] According to an embodiment of the invention, portable devices such as smart phones, mobile phones, land line 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 FIGS. 41 to FIG. 64. [0331] FIG. 41 illustrates an enviroument 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), 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 3506a-n include, but are not limited to, a display screen, a laptop, an electronic musical instrument, a keyboard, a mouse, and so forth. [0332] Portable device 4102 may connect to external devices 41 06a-n by using Bluetooth, Wi-F i, Infrared, or 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. 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 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. [0333] FIG. 42 illustrates exemplary functioning of portable 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 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 202, keyboard 204, and mouse 206, while portable 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. [0334] In an embodiment of the invention, portable device 41 02a 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 Bluetooth or Wi-Fi. Thereafter, portable device 4102a may
- 128. US 2013/0022183 AI use display oflaptop 4302. Further, laptop 4302 may be used to control one or more functions of portable device 41 02a and 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. [0335] In another embodiment of the invention, portable device 41 02a 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 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 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. [0336] In another embodiment of the invention, portable device 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 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 comfort in using the small form factor of portable device 4102. [0337] 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 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 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. [0338] In another embodiment of the invention, portable device 4102a 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 of GPS navigation system 4702 may be used as display of portable device 4102a such as a mobile device. Further, screen ofGPS navigation system 4702 can be used to access various functions of portable device 41 02a such as call receiving, browsing the phonebook, browsing the Internet, 35 Jan. 24, 2013 and so forth. This functionality increases the comfort in using portable device 4102a such as the mobile phone which has limited display. [0339] 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 4802. Further, Visuphone 4104 may connect to projector 4802 using any of wired or wireless connection. Further, 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. [0340] FIG. 49 illustrates exemplary display of an Interactive 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, and so forth. A visual IVR menu 4904a is a visual menu 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. [0341] FIG. 50 illustrates a block diagram of portable 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. [0342] 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 computerreadable 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
- 129. US 2013/0022183 AI invention, connection manager 5008 may be implemented as a second processor in device 4102. [0343] 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. [0344] 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, 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 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 to connect to portable device 5202. [0345] 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 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. [0346] 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 device 5202 may connect to external devices 5206a-n by 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 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. [0347] Further, as shown in FIG. 53, user device 5204 may be 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, Visuphone 5208 is configured to search for available one or more devices such as external devices 5206a-n and user device 5204. [0348] FIG. 54 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. 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. 36 Jan. 24, 2013 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 screen 4202, keyboard 4204, and mouse 4206, while mobile 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. [0349] 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. [0350] 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. [0351] FIG. 56 illustrates another exemplary functioning of portable device 5202 connected to mobile phone 5402 and large 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 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 portable 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. [0352] 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. [0353] FIG. 58 illustrates exemplary functioning of portable 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
- 130. US 2013/0022183 AI communication session between mobile phone 5402 and laptop 4302 may be established via portable device 5202. Mobile phone 5402 is configured to connect with portable device 5202. Similarly, 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. [0354] 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 telephone 5802 and connect to it. Further, Visuphone 5208 may detect and connect to an external device such as picture frame 4602. [0355] 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 may be displayed at screen ofGPS navigation system 4702. [0356] 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 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. [0357] 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 Area Network (PAN), Bluetooth, or other specialized networks. Network interface 6210 may allow connectivity through various protocols such as TCP/IP, Bluetooth, acoustic signals, or other types of radio signals. For example, portable device 5202 may connect a mobile phone to a television 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 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. [0358] Portable device 5202 includes a memory 6204 to store various programs, data and/or instructions that can be 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 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 37 Jan. 24, 2013 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 processor in portable device 5202. [0359] 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 variety of bus architectures. [0360] 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. [0361] At step 6302, Visuphone 4104 of portable device 4102 searches for an external device 4106. For example, a Visuphone present in a smart phone searches 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 chaked within a predefined distance such as within 50 meters, 10 meters, and so forth. If the external device is detected the portable device connects to the external device at step 6306, else control goes back to step 6302. Thereafter, at step 6308 contents of display screen of portable device 5202 are displayed at the connected external device. For example, when connected to a laptop, the content of smart phone is displayed on the laptop screen. [0362] FIGS. 64Aand 64B illustrates a flowchart for implementing a portable device 5202 in the environment 5200, in accordance with an embodiment of the invention. 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. [0363] 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 than 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. [0364] 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. 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. [0365] FIG. 65 illustrates 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, 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
- 131. US 2013/0022183 AI number of a destination, Visuphone of device such as mobile phone may display one or more contact options 6520a-n along with the visual IVR menu associated with the dialed destination. Contact options 6520a-n can be contact details or information associated with different branches (or locations) of the dialed destination. For example, if the user dials a phone number of a pizzeria (e.g. pizza hut), then the Visuphone will display visual IVR menu 6502 of the pizzeria as well as one or more contact options corresponding to the other branches of same pizzeria (of pizza hut). [0366] Further, by clicking or selecting at least one contact option of contact options 6520a-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 6520b, a visual IVR menu associated with a particular branch or department of the dialed destination can be displayed at the device. In an embodiment, contact options 6520a-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 6520a-n can be a tab with a tab name such as department name. The user can select one contact option of contact options 6520a-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 1 02) by selecting at least one contact option 6520. Visuphone of device (device 1 02) 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 displayed. [0367] Visual IVR menu 6502 may include various options 6504 to 6518. The user can select one or more options from the displayed visual IVR menu. For example, the user can order a pizza by selecting option 6506 or by pressing 1-2 keys of 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 6520a-n. Based on the selection, the display of device 102 may change. [0368] FIG. 66 illustrates change of display at user device 102, when a user selects a contact option, in accordance with an embodiment of the invention. As discussed with reference to FIG. 65, when a user selects a contact option such as 6520b of the contact options 6520a-n, a visual IVR menu 6602 associated with the contact option 6520b may be displayed at device 102. Visual IVR menu 6602 may include various options 6604-6614. For example, if the user selects a contact option corresponding to a home delivery department of the dialed pizzeria, then visual IVR menu 6602 for home delivery can be displayed as shown. Visual IVR menu 6604 includes options such as for ordering pizza by selecting an option 6606 (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 6608. The user can choose to talk to an executive by selecting option 6614. Contact options 6520a-n provides an option to the user for directly connecting to IVR system of the desired branch, this way time can be saved. [0369] FIG. 67 illustrates an exemplary functioning of Visuphone for displaying one or more contact options at a device, in accordance with another embodiment of the invention. When a user dials a phone number of a destination, such 38 Jan. 24, 2013 as an XYZ airlines customer care, from device 102. Then a visual IVR menu 6702 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 6720a and XYZ International Airline Contact Option 6720b can be displayed at the screen of device 102. [0370] 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 of XYZ airlines by selecting the XYZ Domestic Airlines Contact Option 6720a. After detecting the selection of option 6720a, the Visuphone of device 102 can display a visual IVR menu associated with the Domestic Airlines department of XYZ airline as shown in FIG. 68. Similarly, the user can select International Airlines Contact Option 6720b to directly connect to the XYZ International Airlines department. Thereafter, the user can interact with the displayed visual IVR menu. [0371] FIG. 68 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. 67, a visual IVR menu ofXYZ airlines is displayed when the user dials a phone number of XYZAirlines. One or more contact options 6720a-b can also be displayed along with visual IVR menu 6702. 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 6802 associated with domestic airlines department ofXYZ is displayed when the user selects 'XYZ Domestic Airlines Contact Option' 6720a. Visual IVR menu ofXYZ domestic airlines includes multiple options such as a Booking option 6806, a Status Inquiry option 6808, an Other Inquiry option 6810, and so forth. The user can interact with visual IVR menu 6802 by selecting one or more options of visual IVR menu 6802 from these options 6804 to 6818. For example, the user can select a combination of keys 1-4-2 to directly talk to an executive. In an embodiment, device 102 may have a touch sensitive screen, in such as device the user can select option 6818. [0372] FIG. 69 illustrates a flow diagram illustrating an exemplary 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 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 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 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. [0373] At step 6902, a user dials a phone number of a destination. At step 6904, the Visuphone displays a visual
- 132. US 2013/0022183 AI IVR menu associated with the dialed phone number of the destination. At step 6906, 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 6908, a user selects at least one contact option from the displayed contact options as shown in FIG. 65 and FIG. 67. Thereafter, at step 6910, the 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 may interact with the displayed visual IVR menu of the selected contact option. [0374] 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 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 version, 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 second 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. 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. [0375] An aspect of the invention is to provide a system for communicating among a plurality ofiVR enabled communication devices. [0376] 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. [0377] Another aspect of the invention is to provide the position based visual IVR menus in a communication network. [0378] Another aspect of the invention is to provide a device for communicating with a second communication device. The device includes an IVR application such as Visuphone. In an embodiment, the second communication device also includes the IVR application such as Visuphone. [0379] 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. [0380] 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 Visuphone. [0381] 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 another user may interact with the first party device in a 39 Jan. 24, 2013 conference call. In an embodiment, the user may leave the conference call in between the call. [0382] 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 between two or more IVR enabled devices. [0383] 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. [0384] 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. [0385] Another aspect of the invention allows a device to call a destination automatically according to the predefined calling information entered by a user. [0386] 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 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 accessed later. [0387] 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 communication devices. The data packet may include information required for establishing a communication session. [0388] An advantage of an embodiment of the invention is that the user himself/herself does not have to dial the destination 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 calling information set by the caller 106. Further, Visuphone 104 requests and receives the requested or inquired information automatically. [0389] 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 available, 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 at a later time. [0390] Additional advantage of the invention relates to callers who are more proficient in foreign language. Visuphone may provide the visual IVR menu in multiple languages. A caller can than choose a language ofhis choice and download to his device database the menu in that language. [0391] 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 as been described before for the system to output voice command according to caller selection of the menu options. [0392] Embodiments of the invention are described above with reference to block diagrams and schematic illustrations
- 133. US 2013/0022183 AI of methods and systems according to embodiments of the invention. 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 programmable 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 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 specified in the block or blocks. [0393] 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 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 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 worlds where tasks are performed by remote processing devices that are linked through a communications network. In a distributed computing world, program modules may be located in both local and remote memory storage devices. [0394] 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 the invention is defined in the claims, and may include other examples that occur to those skilled in the art. Such other examples are intended to be within the scope of the claims if they have 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. 1. A method to enhance user interaction with Interactive Voice Response (IVR), the method comprising: reading, from an IVR database, a menu corresponding to a telephone number being dialed from a keying element, wherein the IVR database comprises a list of telephone numbers, wherein each telephone number has a corresponding menu, wherein the telephone numbers are grouped based on one or more categories, and wherein the IVR database is stored in a memory coupled to a processor; 40 Jan. 24, 2013 displaying said menu on a display; and displaying one or more advertisements based on the one or more categories related to the telephone number being dialed. 2. The method of claim 1, wherein displaying said menu comprises displaying at least one icon within said menu. 3. The method of claim 1, further comprising: displaying a standard menu related to a category of the telephone number being dialed, and translating at least one user keying to the corresponding selection according to the specific menu of the telephone number dialed. 4. The method of claim 1, further comprising: updating the IVR database in response to an indication given by a user. 5. The method of claim 1, further comprising: recording at least a portion of a telephone call to the telephone number being dialed, and storing the portion in said memory in association with the telephone number being dialed 6. The method of claim 1, further comprising: associating personal data with the telephone number being dialed in the IVR database in response to an indication given by a user. 7. A method for enhancing user interaction with Interactive Voice Response (IVR), the method comprising: converting a user menu selection based on a standard menu to a corresponding selection of a specific menu for a telephone number being dialed according to an IVR database, wherein the IVR database comprises a list of telephone numbers, wherein each telephone number has a corresponding specific menu according to an associated IVR, wherein the telephone numbers are grouped based on one or more categories for said associated IVR, wherein at least one of said categories is associated with said standard menu, and wherein said IVR database is stored in a memory coupled to a processor. 8. The method of claim 7, further comprising: associating an icon with at least one item of said standard menu. 9. The method of claim 7, further comprising: downloading updates for said database. 10. The method of claim 7, further comprising: using a wireless communication to transfer said standard menu to a display device. 11. The method of claim 7, further comprising: recording at least a portion of a telephone call conducted following said telephone number being dialed, and storing said portion in said memory in association with said telephone number being dialed and the user menu selection. 12. The method of claim 7, further comprising: associating personal user data with said telephone number being dialed and the user menu selection. 13. The method of claim 7, further comprising: displaying at least one legal notice associated with said telephone number being dialed.
- 134. US 2013/0022183 AI 14. A method for enhancing user interface with Interactive Voice Response (IVR), the method comprising: reading, from an IVR database, a menu related to a telephone number being dialed from a keying element, and displaying the menu on a display by displaying an icon for at least one of the menu's options, wherein the IVR database comprises a list of telephone numbers, wherein each telephone number has a corresponding menu according to an associated IVR, wherein said telephone numbers are grouped based on one or more categories for said associated IVR, and wherein said telephone numbers are stored in a memory coupled to a processor. 15. The method of claim 14, further comprising: using wireless communication to transfer the menu to the display. 16. The method of claim 14, further comprising: downloading updates for said IVR database. 41 Jan. 24, 2013 17. The method of claim 14, further comprising: recording at least a portion of a telephone call conducted following said telephone number being dialed, and storing said portion in said memory in association with said telephone number being dialed and a menu selection made by a user. 18. The method of claim 14, comprising: associating personal user data with at least one telephone number from said list of telephone numbers. 19. The method of claim 14, further comprising: displaying one or more advertisements based on the one or more categories related to said telephone number being dialed according to said IVR database. 20. The method of claim 14, further comprising: displaying at least one legal notice associated with at least one telephone number being dialed from said list of telephone numbers. * * * * *