Systems and methods for visual presentation and selection of IVR menu US 8406388 B2

c12) United States Patent
Or-Bach et al.
(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)
( *) Notice: Subject to any disclaimer, the term of this
patent is extended or adjusted under 35
U.S.C. 154(b) by 0 days.
This patent is subject to a terminal disclaimer.
(21) Appl. No.: 13/185,027
(22) Filed: Jul. 18, 2011
(65)
(51)
(52)
(58)
(56)
Prior Publication Data
US 2013/0022181 Al Jan.24,2013
Int. Cl.
H04M 11100 (2006.01)
U.S. Cl. .................................. 379/88.13; 379/88.18
Field of Classification Search ............... 379/88.13,
379/88.18
See application file for complete search history.
References Cited
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Destination
108a
208a
111111 1111111111111111111111111111111111111111111111111111111111111
EP
EP
US0084063 88B2
(10) Patent No.: US 8,406,388 B2
(45) Date of Patent: *Mar. 26, 2013
5,416,831 A
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(Continued)
OTHER PUBLICATIONS
Shah, S.A.A., eta!., "Interactive Voice response with Pattern Recognition
Based on Artificial Neural Network Approach," International
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(Continued)
Primary Examiner- Simon Sing
(74) Attorney, Agent, or Firm- Venable LLP; Steven J.
Schwarz; Michael A. Sartori
(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.
14 Claims, 92 Drawing Sheets
212a
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US 8,406,388 B2
Page 2
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* cited by examiner

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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
208c 'j Veg #1 Non-Veg lf 21 Oc )K2
L------------------------------~----------------------------------
222c
FIG. 20
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102a
302
304
Display
Device
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Central Processing Unit
306
Memory
I Visuphone I
104
Visual Menu Database
308
Other Applications
310
Radio
Interface
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interface
FIG. 3A
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304
102a
I
306
302
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Device
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Central Processing Unit
Memory
VOIPApplication
340
Visuphone
104
308
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310
324
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Interface
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Interface
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interface
FIG. 38
312
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VisuPhone
Detection Module
lr902
Search Module r904
Display Module
lr906
[;-908
Connection Module f
104
Voice Module
lr910
[;-912
Advertisement Module f
Update Module r914
[;-916
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FIG. 9
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Device
Visual Menu
Database
308
102
1004
1002
1008
Remote Server
Computer
Network
Gateway
1006
FIG. 10
108a
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Add-On I< /~ ~ >
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1414
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FIG. 148
1428
1430
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1502
1504
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
Display the visual menu and associated
information
Detect input from caller on the visual menu
Connect to the destination based on inputs
from the caller
Maintain the connection till caller or destination disconnects
FIG. 15A

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
US 8,406,388 B2

Any menu selection
detected on the
device?
1530 Provide the dialed number as a
destination to remote repository
Stop
FIG. 15C
US 8,406,388 B2
No

U.S. Patent
1558
Mar.26,2013 Sheet 24 of 92
Connect device to a remote repository
Is there an updated
version of the visual
menu in the remote
repository?
FIG. 150
US 8,406,388 B2

Device I IV IV
Database Construction System l P'STN
I I _!...-
Memory
' I '
1606
1604 ./I
Records Database 1608 II I 1
Gateway h
1610./t
Processor I I
I t I
Network Interface
1612
1602
FIG.16
/ l Destination I
f1620a
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1802
1804
1806
No
1810'-
1812
Connect to a destination
Analyze a first level of the audible IVR
menu
Store the information regarding the
audible IVR menu in a database
Are there any submenus
in the
audible IVR menu?
Analyze the sub-menus
Store the information regarding the
sub-menus in the database
Stop
FIG. 18
US 8,406,388 B2
Yes

Category A
~
1904
Category B
~
1906
IVR
Categories t--
Category C
~
1908
Category D
~
1910
,... . Dial Tone Selection
Starting Questions
,... .. and
Dial Tone Selection
Personal Information
, and
Dial Tone Selection
Dial Tone Selection
,.. . and/or
Natural Language Selection
FIG. 19
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2002 _;-{._ _ R_e_c_o_rd_o_a_ta..,.b_a_s_e_c_o_n_te_n_t ____ )
v
2004a f Please enter invoice number
~
2006a f Please enter the payment amount
~
2008a _r Please choose your payment card:
Press 1 for VISA or 2 for MasterCard
!
_r Please say or enter your
2010a Credit Card number
1
2012a _r
Please enter your Credit Card
expiry date
FIG.20A

2004b
2006b
2008b
2010b
2012b
Payment Form for ABC
,-------------------------------------------------
: Please enter invoice number: !
I I
1 :
/:
I
I I
I I
'------------------------------------------------2
r------------------------------------------------- 1 I
1 Please enter the payment amount :
I I
I I
~ :
/: I
I I
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'------------------------------------------------2
I~ ------------------------------------------------,
I
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Please choose your payment card:
!:
I t) VISA 0 MasterCard
I I
~------------------------------------------------· r-------------------------------------------------
1 I
: Please enter your Credit Card number :
I I
1 :
/:
I
I I
I I
l------------------------------------------------2
:---F>iea-se-enter"Y-ourcrediicard-e~pirydate---:
I I
I I
~ : /: I
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2016
FIG.20B
US 8,406,388 B2
2014

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102a
---------
Pizza Order
2206 ~2
Veg Non-Veg
2210 #1 ~2
Home Take
Delivery Away
12216 Q 1 2
I
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Order status
• 3
2212
Talk to I
Executive I'- 2214 I
' 1
2218
•----------j(--------------------------------------------------
2202
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2302
2304
2306
2308
2312
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
Search for at least one destination phone number from the
destination phone numbers based on location code
FIG. 23A

U.S. Patent
2328
2330
2332
Mar.26,2013 Sheet 36 of 92 US 8,406,388 B2
Request updates from a server
Receive updates from the server
Store updates in the database
on the device
FIG. 238

U.S. Patent
2316
2318
2320
2322
Mar.26,2013 Sheet 37 of 92
Is at least one
destination
phone number
vailable?
Yes
Display the at least one destination
phone number and associated
properties
Select a destination phone number,
Display a visual IVR menu of the
selected destination
Select an option from the visual IVR
menu
2324 Connect to the selected option of the
destination
Stop
FIG. 23C
No
US 8,406,388 B2
Display a visual IVR
menu of the dialed
destination phone
number

U.S. Patent
2402
Mar.26,2013 Sheet 38 of 92 US 8,406,388 B2
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
Is a selection of
advertisement
by the caller
detected?
Stop
FIG. 24
No

U.S. Patent
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Start
,,
2602 Dial a phone number of a destination
'It
2604 .
Display a visual IVR menu corresponding to the dialed
number on caller device
'It 2606
Select an option from the displayed visual IVR menu
,,
2608 .. Display a form indicating the information required by the
IVR of the destination
v
2610 .. Fill the information in the displayed form
It
2612 .. Establish a connection between the destination and the
caller device
'It
Stop
FIG. 26

102
/
2700
Device
------------------------------------------------------------------------------~
271
271
270
Home
Delivery
~1
Board
number
1
212
Non-Veg
')!:2
2708
rder Statu e 3
2714
Talk to
Executive
' 1
Take Away I _ 2718
2
j' 2720
Scheduling
Mode
~-----------------------------------------------------------------------------
FIG. 27
v2702
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102
Device
------------------------------------------------------------------------------~
2810
2806
Board
number
1
Personal
Banking
Accounts
1
2
Deposits
2
2808
NRI Banking
3
Money
Transfer 1
2812 2824
Saving A/C
1
2826
Investment
2
Talk to
Executive 9
2828
Talk to
Balance 1 I
(
2818 2820
Report lost
card 1
2822
2720
Scheduling
Mode
v2802
~------------------------------------------------------------------------------
FIG. 28
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Device
¢1 March 2011
Sun Mon Tue Wed Thu
1 2
5 6 7 8 9
12 13 14 15 16
102 19 20 21 22 23
26 27 28 29 30
/ I
Time
HH ..(}I MM ..(}I ss {}I
2900
FIG. 29
2904
c)
Fri Sat
3 4
10 11
17 18
24 25
31
2906 ,
AM {7
f 2902
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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
FIG. 30A
schedule's date
and time
"30 14

A
'II 3016
Dial the phone number of the destination
v
3018 .. Request information from the destination based
on the selection information
3020 Receive the inform' ation at the device
'I
3022 Save the received information at the device
3024 ' Display the received information at the device
v
Stop
FIG. 308

U.S. Patent
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3106
Caller
Network
Device
(Computer+ VOIP)
I Visuphone I
3104a 7
J
3100
3114
Gateway
FIG. 31C
3108b
Second Communication
Device
I Visuphone I
3104b 7
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3114
Network I< >I Gateway
Device
(Smartphone) I ~
Caller I< >II Visuphone I 3104a7
~ PSTN
r 3106~
' y y
I'" A A 1'
Cellular
Network
' I
FIG. 310
3108b
1
Second Communication
Device
I Visuphone I
3104b./

3100
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3316
3202a
FIG. 33
Flow Label
3306
Hop Limit
3312
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U.S. Patent
3402
Mar.26,2013 Sheet 53 of 92 US 8,406,388 B2
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
Is Visuphone
available at second
communication
device?
FIG. 34A

U.S. Patent
3412
Mar.26,2013 Sheet 54 of 92 US 8,406,388 B2
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

U.S. Patent
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device
3512
Gateway Network
3502b
!'
3500

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FIG. 358
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3512
Gateway I< >I Network
,;-3514
!
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FIG. 35C
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3508b
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•• •
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PSTN
3602
Third party
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1'
3500
FIG. 36
3506
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3502
Device ,---------------------------------------------------------------------------------
: B d 3704 : oar
: / number
1
Pizza Order
3706 (!ll2
3712
3710
3708
rder Statu
• 3
3714
Talk to
Executive
' 1
f3720a
Communication
Option
v-370
£3720b
Communication
Option
•
•
I
• r 3720n:
3716-" 1 Delivery Take Away
QH om1e 2 f Communication Option : 3
718 :
'------------------------------------------------------------------------------- i --
FIG. 37
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3502
-----------------------------------------~~_vj~~---------------------------------1(-~~-~~-----
Board If 3804
number
1
3806 3808 L3720a
Personal
Banking
2
NRI Banking
3
Accounts
381 0 L------,......-----J
Deposits
2
Money
Transfer 1
Saving A/C
1
Check
Balance 1
3818
CreditA/C
2
Talk to
executive 2
3820
3812
Report lost
card 1
3822
3824
Communication
Option
3826
Investment
2
Talk to
Executive 9
3828
f 3720b
Communication
Option
•
•
• f3720n
Communication
Option
1---------------------------------------------------------------------------------------------
FIG. 38
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number of a first party device
"
4004 ..
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device with the phone numbers stored in the
device
4006 w
Display the visual IVR menu
4008 'V
Display one or more communication options
'll
4010 Select a communication option
'll
4012 .._ Establish a communication session based on
the selection
,,
Stop
FIG. 40

Portable Device
4102
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4100
FIG. 41
External
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4106a
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US 8,406,388 B2

5004
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Portable Device
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5008
5006
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1010
FIG. 50
Radio
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Network
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5004
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5008
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Memory
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FIG. 51
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Start
6302 Search, at a portable device, for an external
6306
6308
device
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
US 8,406,388 B2

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

A
6412 "-- Establish a connection between the portable
device and the detected external device
1
6414 '-._ Display contents of display of the user device
on a screen of the external device
Stop
FIG. 648

102
;---------------------------------------~-~~i~-~------------ 1 I
I Board 6504 !
6510
6571
~'"!Pizza Order
6506./ (SA~
Veg
tJ"1
I
Number VI 6502
1 I
6512
I
I
6508:
rder Statu, 0 3
65141
Talk to
Executive
' 1 I
Home Take Away 6518
Delivery 2 f
•-----------1-:-t- ---1- ----------------------------------------
FIG.65
r 6520a
Contact
Option
r 652ob
Contact
Option
•
•
• f 6520n
Contact
Option
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----------------------~-------------------------------------
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102
Device ------------------------------------------------------------
XYZ Airlines 6704
Board Number f V 6702
1
f 6720a
XYZ Domestic
Airline Contact
..---__;:,---6....,71 0 ! I Option
Booking
2
Enter
Booking
Information
1
Status
Inquiry
3
Other
Inquiry
4
6716
Talk to
Executive
2
Enter
Airline
Information
1
Talk to
Executive
2
L------------------------------------------------------------
FIG.67
_f 6720b
XYZ International
Airline Contact
Option
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102
Device
,----------------------------------------------------------------------------,
Booking
2
Enter Bookin
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
Lf 6802
L----------------------------------------------------------------------------1
FIG.68
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Start
1
6902 """'... Dial, at the device, a phone number of a
destination
'~
6904 '-.. Display the visual IVR menu associated with the
dialed phone number
'~
6906 Display one or more contact options
'V
6908 Select at least one contact option
''
6910 ........._ Change the display of the visual IVR menu
based on the selection of the contact option
'~
Stop
FIG. 69

US 8,406,388 B2
1
SYSTEMS AND METHODS FOR VISUAL
PRESENTATION AND SELECTION OF IVR
MENU
FIELD OF THE INVENTION
The invention relates to Interactive Voice Response (IVR)
system and more specifically the invention relates to visual
selection of IVR option from a caller device.
BACKGROUND OF THE INVENTION
Interactive Voice Response (IVR) technology is generally
used to detect voice and key inputs from a caller. The advent
of Interactive Voice Response (IVR) systems has reduced
operating costs for many types of businesses for providing
services. Generally, the IVR systems allow a user to interact
with an audio or visual response system. The IVR systems
can provide prompts to a user and receive touch tone and/or
spoken responses on the prompts from the user. Through such
IVR dialogue the system collects sufficient information about
the user to direct the call to the most appropriate resource,
information processing system or the like.
2
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
10 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
15 be deployed for providing visual IVR servers.
A U.S. Pat. No. 7,460,652, assigned to AT&T Intellectual
Property I, L.P., discloses techniques for call routing and
communication with a call originator. The call may be
received at an automated call handling system. Thereafter, the
20 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.
Generally, when the caller calls a destination, such as a 25
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
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.
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
to connect to a desired end inside the destination. For 30
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.
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.
Usually, the IVR menus are same for all the users. Therefore,
the customer has to listen them carefully to select the
appropriate option. The user may have to wait for long time
for receiving information while interacting with the IVR systems.
Moreover, sometimes the requested information might
not be available at the time when the user calls the destination.
Therefore, the user may have to either wait for long time or
call again later. For example, the user may desire to talk to a
customer care executive of the destination, who is busy at the
time of the call. Therefore, the call of the user may be put on
hold or he may be asked to call later.
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
35 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
40 required at the operator to design and generate DTMF codes.
Therefore, the technique faces various practical limitations.
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
45 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
50 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
55 or progrmed to understand the visual IVR menu scripts.
Various organizations encourage the customers to call
them for information on their products or services, or for
helping existing customers. Generally, a contact number is
provided by the organizations on their website as a button.
60 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
65 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

US 8,406,388 B2
3 4
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.
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.
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 15
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 20
providing visual content.
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
10 options into the database. In this manual mode, the operator
will dial IVR numbers from a list and for each of them will
As discussed above the existing technologies have various
limitations. Hence, techniques are desired for providing
enhanced telephony.
follow all the options in several levels and in each level, enter
the menu entries into the database. This can be done to many
different IVR phone numbers, by one or multiple operators.
The voice menu can be recorded to for analyzing in a different
process or a different time.
Another aspect 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
SUMMARY
25 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
An enhanced telephone system is provided. The telephone the IVR phone number in the list.
system comprises a database that comprises one or more
phone numbers and one or more menus corresponding to the 30
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 35
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.
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
An enhanced telephone system is provided. The telephone could be design according to the format, which could be
system comprises a database comprising one or more phone
40 provided by the IVR maker.
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
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.
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.
Another aspect of the invention is to enable the caller to
45 directly interact with the visual IVR menu without listening
to the audible IVR menu of the destination.
Further, a method for providing enhanced telephony is
provided. The method comprising identifying a number
dialed from a telephone system; comparing the dialed number 50
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
more options for selection; and displaying on the telephone
system a menu from the database based on a result of the 55
comparison.
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. 60
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 65
displayed on the device to establish a connection with the
destination. Furthermore, Visuphone may detect and launch a
Another aspect of the invention is to provide the visual IVR
menu to the caller before establishing a connection of the
device with the destination.
Another aspect of the invention is to provide advertisements
related to the destination or function of the destination
dialed by the caller.
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.
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,

US 8,406,388 B2
5
and displaying at least one property associated with the one or
more destination phone numbers based on the comparison.
6
one or more data request fields corresponding to a visual IVR
menu associated with the dialed destination.
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
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
10 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
or more destination phone numbers stored in a database, and dialed destination.
means for displaying at least one property associated with the
one or more destination phone numbers based on the com- 15
parison.
Embodiments of the invention provide a method for providing
enhanced telephony. The method includes identifying
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. Further-
20 more, 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.
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 25
property associated with the one or more destination phone
numbers based on the comparison.
Embodiments of the invention provide an enhanced device.
The enhanced device comprises a processor and a memory
coupled to the processor. The memory comprises a database 30
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 35
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
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.
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 asso-ciated
Embodiments of the invention provide an enhanced device. 40
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 45
location code associated with a current location of the device,
means for comparing the dialed phone number to one or more
destination phone numbers stored in a database, and means
for displaying at least one property associated with the one or
more destination phone numbers based on the comparison. 50 ated with at least one IVR system. Further, the memory
with the destination. Further, the method comprises
receiving information from the dialed destination based on
the predefined calling information. Furthermore, the method
comprises displaying the received information.
Embodiments 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 associ-
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 com-
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 55
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
munication 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
Embodiments of the invention provide a device comprising
60 sending a second section of the data packet to the second
communication device based on the acknowledgement mesa
database comprising a plurality of visual IVR menus assosage.
The second section comprises second information.
ciated 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 65
numbers stored in the database, and means for displaying a
form based on the comparison, wherein the form comprises
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

US 8,406,388 B2
7
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.
Embodiments of the invention provide a method for establishing
a communication session in a communication network.
The method comprises dialling, 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.
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.
A method for providing enhanced telephony is disclosed.
8
FIG. 1A illustrates an exemplary environment where various
embodiments of the invention may function;
FIG. 1B illustrates another exemplary environment where
various embodiments of the invention may function;
FIG. 1C illustrates yet another exemplary environment
where various embodiments of the invention may function;
FIG. 2A illustrates an exemplary audible Interactive Voice
Response (IVR) menu at a destination, in accordance with an
embodiment of the invention;
1° FIG. 2B illustrates an exemplary visual IVR menu at a
device corresponding to the audible IVR menu of the destination,
in accordance with an embodiment of the invention;
FIG. 2C illustrate an exemplary visual IVR menu that
15 display graphics for each option, in accordance with an
FIG. 2D illustrate an exemplary visual IVR menu that
display tool tip when a curser is hovering an option for more
than certain time without action, in accordance with an
20 embodiment of the invention;
FIGS. 3A and 3B illustrates exemplary components of the
device for implementing a Visuphone, in accordance with an
FIG. 4 illustrates an exemplary display of the visual IVR
25 menu on the device, in accordance with an embodiment of the
invention;
The method comprises dialing, at a communication device, a
30 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 35
on the comparison, wherein the form comprises one or more
data request fields corresponding to a visual IVR menu associated
with the dialed destination.
FIG. 5 illustrates exemplary components of the device for
implementing the Visuphone, in accordance with another
FIG. 6 illustrates an exemplary display of the visual IVR
menu on the device, in accordance with another embodiment
of the invention;
FIG. 7 illustrates a webpage displayed on the device that
may be used to initiate a connection to the destination, in
accordance with an embodiment of the invention;
FIG. 8 illustrates an exemplary software architecture of
Visuphone, in accordance with an embodiment of the invention;
An aspect of the invention is to provide updates to the
visual IVR menus stored in the device.
An aspect of the invention is to provide the visual IVR
menu when the call is forwarded from one destination to
another.
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.
FIG. 9 illustrates exemplary components of the Visuphone,
40 in accordance with an embodiment of the invention;
FIG. 10 illustrates an exemplary remote server for storing
information required by the Visuphone, in accordance with an
FIG. 11 illustrates presentation of a visual IVR menu in
45 case of call forwarding, in accordance with an embodiment of
the invention;
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 50
first party device.
FIG. 12 illustrates the presentation of the visual IVR menu
when a phone connection is associated with a wide band
internet 'smart' modem;
when a telephone connection is established through an exterYet
another aspect of the invention is to enable a portable nal telephone service by using a computer;
device or device to connect to an external device with better
display capabilities.
FIGS. 14A, 14B, and 14C illustrate a Visu-add-on that
provides the features and functionality of the Visuphone;
FIGS. 15A, 15B, 15C and 15D illustrate a flowchart diagram
for presentation, selection and update of visual IVR
menus, in accordance with an embodiment of the invention;
FIG. 16 illustrates exemplary components of a device for
implementing a database construction system, in accordance
Further aspect of the invention is to provide the visual IVR 55
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.
Additional aspect of the invention is an automatic learning
of caller choice and uses that for assisting the caller in his
future calls.
60 with an embodiment of the invention;
BRIEF DESCRIPTION OF THE DRAWINGS
Having thus described the invention in general terms, reference
will now be made to the accompanying drawings,
which are not necessarily drawn to scale, and wherein:
FIGS.17 A, 17B, and 17C illustrate exemplary components
of the database construction system, in accordance with an
FIG. 18 illustrates a flowchart diagram for creating a data-
65 base for visual IVR menus, in accordance with an embodiment
of the invention;
FIG. 19 illustrates an exemplary set ofiVR categories;

US 8,406,388 B2
9
FIG. 20A illustrates an exemplary information process
stored in a database;
FIG. 20B illustrates an exemplary web form generated for
the information process of FIG. 20A;
FIG. 21 illustrates an exemplary display of representations
of destinations on the device, in accordance with an embodiment
of the invention;
10
FIG. 38 illustrates another exemplary visual IVR menu
along with one or more communication options at a device, in
internet 'smart' modem;
FIG. 40 illustrates a flowchart for providing enhanced telephony
when a call is received, in accordance with an embodiment
of the invention;
FIG. 22 illustrates an exemplary visual IVR menu of the
selected destination with added graphics at a device, in accor-dance
with an embodiment of the invention; 10 FIG. 41 illustrates an environment where a device may be
connected to an external device, according to an embodiment
of the invention;
FIGS. 23A, 23B, and 23C illustrate a flowchart diagram for
providing representation of destinations based on position, in
FIG. 24 illustrates flowchart for presenting advertisement
along with the visual IVR menu on the device, in accordance
with an embodiment of the invention;
FIG. 25A illustrates an exemplary information process for
an IVR menu stored in records database, in accordance with
an embodiment of the invention;
the information process of FIG. 25A, in accordance with an
FIG. 42 illustrates exemplary functioning of the device
(portable device) in the environment of FIG. 41, in accor-
15 dance with an embodiment of the invention;
20
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
device connected to a large display screen in the environment
of FIG. 41, in accordance with another embodiment of the
invention;
FIG. 26 illustrates a flowchart for submitting personal
information of a caller by Visuphone, in accordance with an 25
device such as the smart phone connected to a television
screen in the environment of FIG. 41, in accordance with
FIG. 27 illustrates an exemplary representation of a visual another embodiment of the invention;
IVR menu associated with the dialed phone number of the
destination along with a scheduling mode option, in accor-dance
with an embodiment of the invention; 30
device connected to a picture frame in the environment of
FIG. 41, in accordance with another embodiment of the
FIG. 28 illustrates another exemplary representation of a invention;
visual IVR menu associated with the dialed phone number of
the destination along with a scheduling mode option, in
FIG. 29 illustrates an exemplary display at the device after
switching to a scheduling mode, in accordance with an
device connected to a Global Positioning System (GPS) navigation
system in the environment of FIG. 41, in accordance
35 with another embodiment of the invention;
FIGS. 30A and 30B illustrates a flowchart for providing
enhanced telephony by presenting a scheduling mode option 40
to the caller, in accordance with an embodiment of the inven-
device such as the smart phone connected to a projector in the
environment of FIG. 41, in accordance with another embodiment
of the invention;
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
tion;
FIGS. 31A, 31B, 31C and 31D 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;
FIG. 32 illustrates an exemplary packet sent from a device
to a second communication device, in accordance with an
FIG. 33 illustrates an exemplary structure of a first section
of the packet sent to the second communication device, in
FIGS. 34A and 34B illustrates a flowchart for communicating
among a plurality of communication devices, in accordance
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;
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;
FIG. 37 illustrates an exemplary visual IVR menu along
with one or more communication options at a device, m
FIG. 50 illustrates block diagram of the portable device, in
45 accordance with an embodiment of the invention;
FIG. 51 illustrates another block diagram of the portable
device, in accordance with an embodiment of the invention;
FIG. 52 illustrates an environment where a portable device
may be connected to a user device, in accordance with an
50 embodiment of the invention;
FIG. 53 illustrates an environment where a portable device
may be connected to a user device, in accordance with another
55 device connected to a mobile phone in the environment of
FIG. 52 or FIG. 53, in accordance with an embodiment of the
invention;
device connected to a mobile phone and a projector in the
60 environment of FIG. 52 or FIG. 53, in accordance with
another embodiment of the invention;
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 accor-
65 dance with another embodiment of the invention;
portable device connected to a mobile phone and a television

US 8,406,388 B2
11
in the environment of FIG. 52 or FIG. 53, in accordance with
another embodiment of the invention;
device connected to a mobile phone and a laptop in the environment
of FIG. 52 or FIG. 53, in accordance with another
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;
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;
12
bers. When caller 106 dials a phone number of a destination
and connects to any destination from destinations 108a-n, an
audible IVR menu may be played to caller 106. Each of
destinations 108a-n can have different and more than one
audible IVR menus. For example, IVR menus of bank may be
completely different from that of a hospital. Typically, the
audible IVR menu provided by destinations 108a-n comprises
audible options or instructions. Caller 106 may be
required to select various options from the audible IVR menu
10 to obtain the required information or resource or service from
the dialed destination. Various types of destinations 108a-n
that implement the audible IVR menu include, for example,
banks, hotels, fast-food outlets, utility services providers,
corporate offices, and so forth.
FIG. 61 illustrates an exemplary display of an Interactive 15
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;
In an embodiment, device 1 02a includes a Visuphone 104
that can display a visual IVR menu on device 102a corresponding
to the audible IVR menu based on a phone number
of the destination to be connected. Visuphone 104 may be
FIG. 62 illustrates a block diagram ofp ortable device 5202, hardware, an application stored as software, a firmware on
in accordance with an embodiment of the invention;
FIG. 63 is a flowchart illustrating the functioning of portable
device 4102, in accordance with an embodiment of the
invention;
FIGS. 64A and 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;
FIG. 65 illustrates an exemplary functioning ofVisuphone
for displaying one or more contact options at a device, in
20 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
25 IVR menu at destination 108a and a corresponding visual
IVR menu are explained in detail in conjunction with FIGS.
2Aand2B.
FIG. 66 illustrates change of display at user device 102, 30
when a user selects a contact option, in accordance with an
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
FIG. 67 illustrates an exemplary functioning ofVisuphone dialed destination. The communication network can include
more than one device. Examples of the communication net-
accordance with another embodiment of the invention;
35 work include, but are not limited to, the Network, PSTN,
FIG. 68 illustrates change in display at device 102 based on
Local Area Network (LAN), Wide Area Network (WAN), and
selection of a contact option by a user of device 102, in
so forth.
accordance with an embodiment of the invention; and
FIG. 69 illustrates a flow diagram illustrating an exemplary
functioning of the Visuphone for displaying one or more 40
contact options at a device, in accordance with an embodiment
of the invention.
FIG. 1B illustrates another exemplary environment where
various embodiments of the invention may function. As
shown, device 102b can be a device that can be connected
directly to a network 112. Examples of device 102b include,
but are not limited to, a personal computer, a laptop, a mobile
phone, a smart-phone, a fixed line telephone, Voice Over
DETAILED DESCRIPTION OF THE INVENTION Internet Protocol (VOIP) phone or other devices capable of
Illustrative embodiments of the invention now will be
described more fully hereinafter with reference to the accomparrying
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.
45 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
50 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
55 (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 number
FIG. 1A illustrates an exemplary environment where various
embodiments of the invention may function. A device
102a can be used by a caller 106 for connecting to destinations
108a-n. Device 102a can be a telecommunication
device that can connect directly to a Public Switched Telephone
Network (PSTN) 110. A person skilled in the art will
appreciate, that device 102a can also connect to a private
telephone exchange. Examples of device 102a include, but
not limited to, a mobile phone, a Smartphone, a telephone, or
any other device capable of voice or data communication.
Each of destinations 108a-n may include one or more Inter- 65
active Voice Response (IVR) menus. Further, each of destinations
1 OSa-n may have one or more associated phone num-
60 of the destination to be connected. Further, Visuphone 104
may display one or more options for communication on
device 1 02b.
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

US 8,406,388 B2
13 14
visual IVR menu 222b to caller 106 corresponding to audible
IVR menu 222a, as explained with reference to FIG. 2B.
Further, each of destinations 108a-n may have more than
one audio IVR menus. Therefore, different visual IVR menus
corresponding to one or more audio IVR menus can be available
for each of destinations 108a-n. In an embodiment,
device 102 may include more than one visual IVR menus for
each destination of destinations 108a-n based on the time.
Herein after device 102 collectively refers to device 102a,
1 02b and 1 02c. Therefore, different visual IVR menus corresponding
to a destination 108 might be presented to caller 106
depending on the time of dialing to destination 108.
In an exemplary scenario, in a hotel, the food items in a
daytime menu card may be different from a night menu card.
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 10
106. Device 102c includes Visuphone 104 that displays a
visual IVR menu on device 102b corresponding to the audible
IVR menu based on a phone number of the destination to be
connected. Further, Visuphone 104 may display other communication
options to caller 106. 15 Accordingly, the options in the visual IVR menu may differ.
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 20
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 25
104 may save and/or display the received information at
device 102c.
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.
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 1 02b that may connect
to destination 1 08a through network 112 and PS TN 110. In an
embodiment, visual IVR menu 222b can be displayed before
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 08a 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.
For example, selection of option 204a presents an option
208a that plays an audible instruction, "press 1 for veg" and
an option 210a that plays an audible instruction, "press 2 for
non-veg" is played. Similarly, selecting option 208a or 210a
presents or option 214a that plays an audible instruction,
"press 1 for home delivery", an option 216a that plays an
audible instruction, "press 2 for take away". Similarly, selection
of option 206a presents an option 212a that plays an
audible instruction, "press 1 to talk to an executive".
Options 204a, 206a, 208a, 210a, 212a, 214a, and 216a are
part of a main menu 218a. Main menu 218a can be 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
30 a connection is established with destination 108a. A person
skilled in the art will appreciate that device 1 02b is illustrated
for the sake of explanation, and similar visual IVRmenu 222b
can be displayed on device 102a that connects to destination
108a directly through PSTN 110. Visual IVR menu 222b
35 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
40 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
45 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
50 nodes 208b and 214b from a touch screen of device 102a,
corresponding to veg pizza and home delivery from visual
IVR menu 222b. Alternatively, caller 106 directly selects
nodes 204b, 208b and 214b by pressing corresponding keys
'2', '1', and '1', from a keypad or screen of device 102a
55 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
60 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
65 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

US 8,406,388 B2
15
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
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 10
bookmark options in a menu with a large number of options.
For example, callers can search for a node 214b from the
menu by typing 'home delivery'. As a result, navigation of a
complete visual IVR menu may not be required.
In an embodiment of the invention, visual IVR menu 222b 15
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. 20
Visuphone 1 04b may detect the received number and correspondingly
display a visual IVR menu to the caller. Further,
the calling destination may push or send the visual IVR menu
associated with the destination to device 1 02a (1 02b or 1 02c).
The process of displaying visual IVR menu when a call is 25
received at the device is explained in detail in FIG. 35 to FIG.
40.
16
(or DTMF) to that specific audible IVR. Furthermore, the
standard menus may be published. Therefore, various providers
may modifY their own menus to help their customers.
Additional aspect of the standard menu is the use of icons as
discussed with reference to FIG. 2C. The icons may represent
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.
FIG. 3 illustrates exemplary components of device 102a
for implementing Visuphone 104. Device 102a includes a
system bus 324 to connect the various components. Examples
of system bus 324 include several types of bus structures
including a memory bus or memory controller, a peripheral
bus, or a local bus using any of a variety of bus architectures.
As discussed with reference to FIG.1A, device 102a can be a
device such as computer, a smart-phone and so forth. Device
102a can connect to PSTNllOthroughagateway 326, which
is connected to network 112 through a network interface 314.
Input/Output (IO) interface 316 of device 102a may be 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.Althoughnot shown,
various other devices can be connected through IO interface
316 to device 1 02a. In an embodiment of the invention, device
102a may be connected to a hub that provides various ser-
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.
30 vices such as voice communication, Internet access, television
services, and so forth. For example, the hub may be a
Home Gateway device that acts as a hub between the home
environment and the Broadband Network.
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.
FIG. 2D illustrate an exemplary tooltip that is displayed
when a cursor is hovered over an option in the visual IVR
menu. As shown, a tool tip box 222 is displayed when a cursor
226 is hovered on option 204c or 206c. Similarly, a Tooltip
box 224 may be displayed containing the next menu text with
or without it's available options 210c, 208c in case the caller
decides to select the option over which cursor 226 is hovered,
for example option 204c.
Device 102a includes a display 302 to output graphical
35 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
40 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 computer-readable
45 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
50 other applications 310 that enable the caller to communicate
with destinations. Examples of other applications 310
include, but are not limited to, Skype, Google Talk, Magic
Jack, and so forth. Other applications 310 may be stored as
In an embodiment of the invention, Visuphone 104b may software or firmware on device 102a.
provide a standard menu per group of similar audible IVR or 55
destinations. With reference to FIG. 2B, an example of a
menu at a pizza provider is discussed. Generally, every pizza
provider may have its specific audible IVR menu. However,
caller 106 may prefer to use a single standard visual IVR
menu for all pizza providers. Therefore, learning a single 60
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, 65
Visuphone 104 may translate the selection to the specific
audible IVR menu selection and send the proper dialing tones
Further, memory 306 includes Visuphone 104 for present-ing
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 number of a calling
destination. Subsequently, if the visual IVR menu for the
phone number is available in the database, then the visual IVR

US 8,406,388 B2
17
menu is displayed on display 302. Further, Visuphone 104
may be implemented as a plug-in to other applications 310.
Therefore, when a phone number is dialed from other applications
310, Visuphone 104 detects the dialing of the number
and automatically displays the visual IVR menu corresponding
to the phone number. Thereafter, the caller can interact
with the visual IVR menu, without listening to the complete
audible IVR menu of destinations.
18
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.
With reference to FIG. 4, an exemplary display of a visual Further, the advertisements may be provided based on a pro-
IVR menu 406 on device 102c is illustrated. The caller may
dial a phone number 402 corresponding to a destination using
keypad 320. Keypad 320 may be a physical keypad or a
virtual keypad displayed on a touch screen display 412. Subsequently,
visual IVR menu 406 corresponding to phone
number 402 is searched and displayed on a display 412.
10 file 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,
15
In an exemplary instance, if caller dials a phone number of
loans, purchases and so forth.
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.
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 25
select a desired action from visual IVR menu 406 before
20 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 pre-vious
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 fre-
30 quently to enquire about his account balance, then the options
for selecting his account balance may be highlighted.
connecting to destinations. In an embodiment of the invention,
visual IVR menu 406 may be provided in real-time to
caller. In an embodiment of the invention, visual IVR menu
406 is provided a messaging service such as a Short Messaging
Service (SMS). Therefore, destinations may provide customized
visual IVRmenu 406 to caller 106. Visual IVRmenu
406 may be customized based on the profile of caller. In an
embodiment of the invention, the profile may be generated
based on access pattern of caller or the data capture by a hub 35
connected to device 102c.
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
IVRmenu406. Further, caller can directly select the node 5 of 40
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 45
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 50
menu. For example, in case device 102a is a basic mobile
phone with limited functionality of the display screen. Therefore,
Visuphone 104 may display the visual IVR menu in form
of a simple list. Similarly, a list may be displayed in case of
fixed line telephones. Moreover, in case device 102c includes 55
a high capability screen, such as but not limited to an iPhone,
then the visual IVR menu is displayed in form of graphics.
Subsequently, after caller selects a desired action from
visual IVR menu 406, a connection is established between
device 102c and destinations based on the selected option. In 60
one embodiment, Visuphone 104 is configured to detect and
present an application or computer program available on
device 102c.
In an embodiment, Visuphone 104 may be configured to
display an advertisement 408. Advertisement 408 may corre- 65
spond to the type of services provided by the dialed destinations.
For example, if destination dialed is a pizzeria, then
In an embodiment, Visuphone 104 may display a visual
IVR menu associated with the dialed destination. In an
embodiment, Visuphone 104 may display a mode option on a
screen of device 102. The mode option may be selected by a
caller such as caller 106 for switching the mode of device 102.
Based on the selected mode of device 102, one or more input
or output options may be displayed on the screen. Example of
the one or more input or output options include, but are not
limited to, a date of making a call, a time of making a call, a
predefined time interval for repeating a call, and so forth.
In an embodiment of the invention, the mode option is a
scheduling mode option. Caller 106 may switch device 102 to
a scheduling mode by selecting the mode option. In an
embodiment, when device 102 is in scheduling mode, Visuphone
104 may save the inputs from caller 106. In an embodi-ment,
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
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.
establish a communication with the dialed destination based
on the predefined calling information. Further, Visuphone

US 8,406,388 B2
19 20
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.
tination as discussed with reference to FIGS. 2A and 2B.
Visuphone 104 may be an application stored as a software or
firmware on device 102b. The visual IVR menus are stored in
visual menu database 308 in memory 506 of device 102b.
Visuphone 104 searches visual menu database 308 for visual
IVR menu corresponding to a phone number of a destination
dialed by caller 106. Subsequently, the visual IVR menu is
presented on display 512 for selection of options by caller
106. Further, Visuphone 104 may be implemented as plug-in
10 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. There-
15 after, caller 106 can interact with the visual IVR menu, without
listening to the audible IVR menu of destinations l08a-n.
FIG. 6 illustrates an exemplary display of a visual IVR
menu 604 on device 1 02b, in accordance with an embodiment
of an invention. Caller 106 may dial a phone number 610 from
FIG. 5 illustrates exemplary components of device 102b
for implementing Visuphone 104, in accordance with another
embodiment of the invention. Device 102b includes a system
bus 526 to connect the various components. Examples of
system bus 526 include several types ofbus structures such as,
but not limited to, a memory bus or memory controller, a
peripheral bus, or a local bus using any of a variety of bus
architectures. As discussed with reference to FIG. lB, device
102b can be a computing device such as, but not limited to, a
personal computer, a laptop, a mobile phone, a smart-phone,
and so forth. Device 1 02b can connect to network 112 through
20 a VOIP application 608 on device 102b. Phone number 610
may correspond to any of destinations l08a-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
25 embodiment, display 512 may comprise a touch sensitive
screen. Therefore, caller 106 can interact with device 102b
directly through display 512.
In an exemplary instance, if caller 106 dials a phone number
of destination, then a visual IVR menu corresponding to
30 audible IVR menu of destination is displayed. Thereafter,
a network interface 514. Further, device 102b can connect to caller 106 can interact with the visual IVR menu to select
PSTN 110 through gateway 116 and network 112 through
network interface 514. Input/Output (IO) interface 516 of
device 102b may be configured to connect external or peripheral
devices such as a mouse 518, a keyboard 520, a speaker 35
522, microphone 523, and a camera 524. Although not shown,
various other devices such as hard disk, a Universal Serial Bus
(USB) device or others can be connected through I 0 interface
516 to device 102b. A person skilled in the art will appreciate
that although not described, various other types of devices 40
capable of voice and/or data communication can be connected
to device 102b.
Device 1 02b includes a display interface 502 to connect to
options and to transmit inputs for the audible IVRmenu 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
45 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.
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 55
which can store data that is accessible by a computer, such as
magnetic cassettes, flash memory cards, digital video disks,
and the like, may also be used by device 102b. Memory 506
may include Operating System (OS) (not shown) for device
102b to function. Further, memory 506 may include other 60
applications 510 that enable caller 106 to communicate with
destinations l08a-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 65
includes Visuphone 104 for searching and presenting a visual
IVR menu corresponding to the audible IVR menu of a des-
Subsequently, after caller 106 selects a desired option from
visual IVR menu 604, a connection is established between
50 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. Thereafter, caller
106 can select an application to be used or initiate the connection
in a default configuration. The default configuration
can be for example, VOIP application 608 on which phone
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.

US 8,406,388 B2
21 22
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.
FIG. 8 illustrates exemplary software architecture 800 of
Visuphone 104, in accordance with an embodiment of the
invention. A hardware layer 802 includes various hardware of
device. For example, but not limited to, a mouse, a keyboard,
a speaker, a microphone, a camera, a USB device, a display,
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 IVRmenu 606 of the intended 10
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.
15 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.
Operating System 806 provides memory and enviroument
20 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
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.
Thereafter, Visuphone 104 can detect and launch 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.
include a VOIP plug-in that monitors the outgoing calls made
from the VOIP application. Therefore, the VOIP plug-in may
search each dialed number in visual menu database 308. In
case, the dialed number is found in visual menu database 308
and is associated with an IVR, then the VOIP plug-in may
display the visual IVR menu corresponding to the audible
IVR menu of the dialed number.
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 handsfree
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
25 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
30 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.
FIG. 9 illustrates exemplary components of Visuphone
35 104, 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
40 configured to execute as a system service. Therefore, other
processes or applications executing on the device may not
block the operation ofVisuphone 104.
When caller 106 dials, selects or receives a phone number
on the device, a detection module 902 of Visuphone 104
45 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
50 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
55 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 applica-
60 tions. 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
65 icon fornumber' 1 'on VOIP application is (X1, 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 dis-

US 8,406,388 B2
23
play. A person skilled in the art will appreciate that other types
of mathematical operations can be applied to calculate the
co-ordinates of the icons on the display of the device.
Detection module 902 may be configured to detect the
co-ordinates of the cursor on the display of device. Further,
detection module may be configured to detect the action
events generated by the mouse or joystick, such as a click, a
double click, a drag, a select, a scroll, and so forth. Therefore,
when caller selects or press a number on the VOIP application,
detection module 902 may detect the number from the 10
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, 15
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, 20
detection module 902 detects the connect button and the
associated phone number by scanning the source code of the
web page.
24
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.
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 IVR menus is explained in detail in
conjunction with FIG. 11.
Some organizations such as banks may require caller 106
to present a voice input for the purpose of authentication. For
example, caller 106 may be required to voice out his name or
an answer to a security question specified by caller 106 to the
30 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
The phone number detected by detection module 902 is
used by a searchmodule904 ofVisuphone 104. Inanembodi- 25
ment, detection module 902 may be configured to transfer
each digit to search module 904 in real-time as clicked by
caller. Search module 904 searches visual 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 108a-n. Moreover, visual
IVR menu database may store other information, which is
explained in conjunction with FIG. 10. Search module 904 35
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.
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.
As discussed in conjunction with FIGS. 4 and 6, Visuphone
40 104 may be configured to display advertisements on device
102. The advertisements are managed by advertisement module
912 ofVisuphone 104. The advertisement may be selected
based on the type of destinations. For example, when a dialed
destination is a bank, then an advertisement related to bank-
The visual IVR menu identified by a search module 904 is
displayed on the display of device by display module 906 of
Visuphone 104. Display module 906 identifies the position on
the display where the visual IVR menu is to be displayed. In
an embodiment, the visual IVR menu is displayed such that
there is minimum overlap with the VOIP application from
which the phone number was dialed or selected. Moreover,
display module 906 identifies the size of the visual IVR menu
for display based on the characteristics of the display screen
45 ing 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
50 the advertisements based on the connection bandwidth avail-of
device. Examples of characteristics of the display screen
include, but are not limited to, a screen size, resolution, and so 55
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. 60
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 65
the selected node and communicates the selection to a connectionmodule
908. Thereafter, connection module 908 may
able at device 102. In another embodiment, advertisement
module 912 may display the advertisements based on the
pre-set preferences by caller 106. In one embodiment, advertisement
module 912 may be configured to receive the advertisements
directly from the dialed destination. In another
embodiment, advertisement module 912 may be configured
to receive the advertisements from a remote server on a network.
The remote server is explained in detail in conjunction
with FIG. 10. A selection or click by caller 106 on advertisements
may be detected by detection module 902 to display a
visual IVR menu of the destination for which the advertisement
was displayed.
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,

US 8,406,388 B2
25
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
26
a corresponding option available in audible IVR menu, or a
connection not be established between device 102 and the
destination. The error is detected by update module 914 of
Visuphone. Subsequently, update 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
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.
10 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.
Visuphone 104 may record the caller's selections or keyIn
case, the updates are not available in remote repository
strokes for audible IVR menus by using customization module
916. The keystrokes may be some personal data of the
caller such as his account number, customer number, and so
forth. Visuphone 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
15 1004, then an update of remote repository 1004 may be
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 25
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
required.
In an embodiment of the invention, remote repository 1004
is updated based on a pre-defined time interval. In another
embodiment of the invention, the caller can rate the relevance
20 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 scarming 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
as analyzed from the caller's keystrokes during his connecdatabase
308 and the audible menu of a specific IVR. In such
tion with destinations of the audible IVR menus.
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 1010; therefore the connection is not
limited to network 1006. Each of destinations 108a-n may be
connected to audible IVR menu repository 1012a-n, here
after referred to as destination repository 1012a-n.
30 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.
In an embodiment, device 102 may send one or more
messages or data packets for connection establishment with
35 one of the destinations. Further, Visuphone 104 may detect a
data network such as internet for sending data packets. The
data network is a network capable of establishing data and
voice communication among various communication devices
(or devices). In an embodiment, when a data network is not
40 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,
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
45 32, 33 and 34.
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 50
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 55
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 108a-n. Further, remote
repository 1004 stores advertisements related to destinations 60
108a-n, last updated time of the visual IVR menus, rating of
visual IVR menus, and so forth.
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 gen- 65
erated while establishing the connection. For example, caller
may select a node in the visual IVR menu that may not have
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.
FIG.ll illustrates an exemplary process for presentation of
the visual IVR menu when the call of caller 106 is forwarded
or transferred from destination 108a to destination 108b, in
accordance with an embodiment of the invention. Destination
108a may have completely different audible IVR menus as

US 8,406,388 B2
27
compared to destination 1 08b. For example, destination 1 08a
may be a loan department and destination 108b may be an
insurance department of a banl<. Similarly, the call may be
forwarded from one organization to another. For example,
from one branch of a back to another branch of same bank.
Therefore, caller 106 may be required to respond to a different
audible IVR menu. Visuphone 104 may be configured to
detect that the call has been forwarded and subsequently
display the visual IVR menu of destination 108b.
As shown in FIG. 11, device 102 establishes a connection
with destination 108a as depicted by arrow 1102. The connection
is established by using the visual IVR menu provided
28
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
10 computer 1202 may present the visual IVR menu on the
screen of computer 1202.
by Visuphone 104 based on destination 1 08a. In an embodiment,
the connection is established directly without using
Visuphone 104. Thereafter, destination 1 08a may forward the 15
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 20
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
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.
recorded options and responses may be stored at remote 25
repository 1004 for updating it. Further, the recorded options
and responses may be stored visual IVR menu database of
device 102.
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.
In an embodiment, destination 1 08b sends an identity (ID) The visual IVR menu may be presented on a channel dedi-or
version of the audible IVR menu to a caller as shown by
arrow 1106. The audible IVR menu ID is specific to the
audible IVRmenu of destination 108b. Subsequently, display
module 906 ofVisuphone 104 uses the audible IVR menu ID
to display the corresponding visual IVR menu. Further, a
caller may select a node from the visual IVR menu corresponding
to destination 1 08b. Therefore, when a caller selects
a node, a connection may be established with destination
1 08b. In an embodiment of the invention, connection between
device 102 and destination 108a is disconnected after estab-
30 cated for IVR. Therefore, when phone 1204 is used to initiate
a call, modem 1206 can detect it and present the visual IVR
menu corresponding to the dialed number on the designated
channel of the television 1212. Further, all the options
described before can be provided now using the screen of
35 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
lishing a connection between device 102 and destination 40
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.
menu in a few alternatives ways. For example, a device provided
by a company named Roku Inc., 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
Another embodiment of the invention allow visual IVR 45
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.
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-Fi connection. Modem 1206
comprises the ability to detect and recognize the dialing made
provide a visual IVR menu on the screens of television 1212.
In another embodiment of the invention a telephone connection
may be established through an external telephone
50 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
55 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
60 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
65 described before, such as but not limited to highlighting previous
choices, automatic dialing of caller information and
presenting related advertisements.

US 8,406,388 B2
29
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.
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 fnnctionalities
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
30
base station 1430, or by a third party. A person skilled in the
art will appreciate that the fnnctionalities of the add-on units
as described in conjunction with FIGS. 14A, 14 B and 14C can
be combined into a single nnit. Therefore, a single add-on unit
may be used in various environments as discussed above.
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.
10 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
15 IVR menu without listening to the audible IVR menu.
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 nnmber is
20 detected by detection module 902 ofVisuphone 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 other infor-mation
corresponding to the phone number. Other informa-
25 tion may include, for example, the caller profile, call history
of the caller, advertisement associated with the phone nnmber
and so forth. In an embodiment of the invention, search module
904 searches visual menu database 308 in real-time.
an audible IVR menu, a corresponding visual IVR menu is
presented on the display of add-on 1404. Furthermore, the
display of add-on 1404 may comprise a touch sensitive screen
for added convenience of a caller. Add-on 1404 may be
loaded and updated by the use of removable memory devices,
such as USB flash memory 1408. Alternatively, Add-on 1404 30
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.
Therefore, the visual IVR menu and other information may be
searched with only a few digits of the phone number.
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
FIG. 14B illustrates an embodiment, where an add-on unit case, the visual IVR menu is available, then the process con-
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. Add-on 1414
may comprise a processor and a database. The database may
be similar to visual menu database 308 as discussed in FIG. 3.
Therefore, when a connection is made to a destination having
an audible IVR menu, then add-on 1414 will present the
visual IVR menu on picture frame 1420. Picture frame 1420
may resume presenting the photos after the completion of the
call. Furthermore, the database of add-on 1414 could be
updated with one of the options described before in respect to
the add-on 1404 of FIG. 14A. It should be noted that various
home television provides functionality similar to picture
frame 1420. Therefore, television can be used as an alternative
to picture frame 1420.
FIG. 14C present another embodiment that can be applied
as presented with respect to FIGS. 14A and 14B. It quite
common these days to use a telephone handset 1424 that are
connected by wireless means to a base station 1430 that is
connected by a wire 1432 to the standard telephone lines.
Add-on 1426 can comprise an internal radio circuit to detect
the wireless communication. Therefore, add-on 1426 can
detect the communication between handset 1424 and base
station 1430 to present the visual IVR menu. As can be seen
with reference to FIG. 14C, connection through wires such as
wires 1406 or 1418 may not be required. Add-on 1426 may be
provided by the manufacturer of the handset 1424 and the
35 tinues 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
40 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.
Further, at step 1506, once it been determined by the search
45 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,
50 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.
In case, the visual IVR menu is not available in remote
repository 1004, then the process continues to step 1528. At
55 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
60 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.
At step 1524, it is determined by search module 904 if
65 visual IVRmenu 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

US 8,406,388 B2
31
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
32
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
10 it in a records database 1608. In an embodiment of the inven-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 15
updated based on the ratings. In an embodiment of the invention,
remote repository 1004 may be updated based on a
pre-defined time interval. In another embodiment of the
invention, remote repository 1004 is updated by an administrator
of remote server 1102.
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
tion DCS 1606 may be an application stored as software or
firmware on device 1602.
DCS 1606 may include various modules or instructions
that may be executed by processor 1610 for generating 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 cou-
20 piing 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
on device 102. In an embodiment of the invention, advertisements
related to the type of destination are also displayed on 25
device 102. At step 1510, inputs from the caller are detected
record database 1608 may be implemented on different
devices.
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-on
the visual IVRmenu. 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 30
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 35
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. 40 internal destination. Moreover, each sub-internal destination
The information stored in remote repository 1004 may be may be associated with a sub-record.
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.
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
45 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
50 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.
55 In an embodiment of the invention records database 1608 is
remote repository 1004.
FIG. 17A illustrates exemplary components ofDCS 1606,
in accordance with an embodiment of the invention. DCS
1606 may include a Database Construction Agent (DCA)
60 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
Device 1602 may include a memory 1604 that stores various
programs, data and/or instructions that can be executed 65
by a processor 1610. Examples of memory include, but are
not limited to, a Random Access Memory (RAM), a Read
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

US 8,406,388 B2
33 34
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 10
the caller or administrator to permit or reject a download.
Moreover, download module 1710 may send an authorized
communication such as, but not limited to, a private key to the
destination to authorize and obtain permission for download.
Personalization module 1708 may generate personalized 15
records for the callers by associating the personal information
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.
The process ofiVR tracking may require multiple communications
with the audible IVR menu to completely determine
the content. Further, during the tracking process the content
of the audible IVR menu may be discovered partially. There-fore,
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
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.
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.
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.
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.
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
20
case, a connection to records database 1608 is not available,
then TSM 1728 may accumulate the information until a connection
can be established.
Dialog Module 1730 of ITM 1724 interacts with the
audible IVR menu. Further, dialog module 1730 manages the
IVR requests and sends responses according to the decisions
ofiLM 1726. Further, dialog module 1730 may use a Speech
recognition Module (SRM) 1732 to interpret the audio of the
25 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
30 IVR audio request. SRM 1732 may use a single grmar or
a combination of dedicated grmars, 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 pre-
35 set 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
40
1726 to select a next path or option.
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 IVR menus require a voice
response from the caller. For example, the voice response
45 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.
50 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,
55 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
60 generate the require tones.
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
65 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

US 8,406,388 B2
35
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
which a particular audible IVR menu is active. Accordingly,
ITM 1724 may call the destinations multiple times based on
the time information.
Various audible IVR menus include multi-level menus, as
discussed with reference to FIG. 2A. Therefore, each level of
menu may include sub-menus, which may further include
sub-menus, and so forth. Accordingly, records database 1608
may include multiple sub-records, and each of the subrecords
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
36
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.
In an embodiment of the invention, the voice recognition
for constructing records database 1608 is based on contextenhanced
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
10 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
15 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.
Further, the voice may be converted to a text format. In an
embodiment of the invention, a voice-to-text application may
of the destinations in the yellow pages are organized based on 20 be used to convert the audible instructions to text format.
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 25
dictionary of various terms or phrases that are frequently used
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
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.
30 analyzed from the audible IVR menu. In an embodiment of
the invention, sub-menus are detected based on the information
stored in the database.
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 35
interact with a VOIP application 1740. VOIP application
1740 may be implemented within or outside DCA 1720. In
such a case, VOIP connection module 1736 may use VOIP
application 1740 to interact with the audible IVR menus.
In case the audible IVR menu contains sub-menus, then the
sub-menus are analyzed, at step 1810. The sub-menus may be
analyzed in a similar marmer 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
Further, as shown with reference to FIG. 17C, ITM may 40
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 PS TN 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.
45 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 destina-
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
50 tions may be dialed multiple times to ensure that complete
audible IVR menu and sub-menus are analyzed.
Moreover, records database 1608 may be automatically
checked and verified after complete analysis of the audible
IVR menu. For example, all or various options or sub-menus
55 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
60 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, the destinations
65 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

US 8,406,388 B2
37
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.
38
ments may be added at the end of the statements regarding the
last time when the IVR was verified.
an IVR menu stored in records database 1608. Sometimes, an
audible IVR may request the caller for some specific or personal
In an embodiment of the invention, records database 1608
may be updated automatically based on a pre-defined update
information that is other than selection ofiVR options.
time interval. The update may be required to validate the
ILM 1726 may mark such requests and process them separately.
correctness of information in the database. Moreover, records
ILM 1726 can identify such requests based on a com-
database 1608 may be updated based on ratings from callers bination 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
of Visuphone. For example, the caller may identify that a 10
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. 15 enter credit card number", and request 2012a "Please enter
Various audible IVR menus require audio commands from your Credit Card expiry date".
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 20
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 25
Corresponding to these requests a display may be gener-ated
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.
destinations. In the second phase, the IVR that requires a Further, in case the information is displayed directly on the
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.
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
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
30 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
35 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 Visu-
40 phone 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
45 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
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 50
caller to provide some personal information before presenting
the menu. For example, the caller may be required to input
audible response or a transcript of the audible response.
In another embodiment of the invention, electronic yellow
pages directory allows the dialing the number directly from
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
an account number, a phone number, a customer number and
so forth. A category C 1910 refers to an IVR menu that may
require voice inputs or natural language selection from the
caller. In this case, DCS 1606 generates an activation code
that points to a recorded voice phrase or a code that can
instruct to synthesize the proper voice phrase required.
Additional variations of the categories include an IVR
menu that provides a legal notice. For example, the audible
IVR menu of a mortgage bank usually include an header
stating that this is debt collector and anything stated during
the call could be used for future collections. Other statements
can be such as those that relate to the option to record the call
and so forth. The statement may be registered and added to
records database 1608, so that the legal statement can be
presented with the visual IVR menu. Further, additional state-
55 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 the exact
destination before dialing or follow the visual IVR menu after
60 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 oflistening to the menu
and making decisions based on the voice menu. The yellow
65 pages company can have a copy of the visual IVR menu
database or can be connected to a visual IVR menu service in
order to provide the menu to the caller.

US 8,406,388 B2
39
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.
40
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
10 properties. Further, caller 106 can select a destination by
clicking or scrolling on the map. In an embodiment of the
invention, a route map from caller 106 to the selected destination
may be displayed on device 102 screen.
In an embodiment, the geographical information may be displayed
before a connection is established between device 102
and the dialed destination such as destination lOSb. More- 15 In an embodiment of the invention, device 102 can request
over, 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.
for updates from a server through a communication network.
The server may maintain the updated information of destinations
and their associated properties. The communication
network can include more than one device 102. Examples of
20 the communication network include, but are not limited to,
the Network, PSTN, Local Area Network (LAN), Wide Area
Network (WAN), and so forth.
Alternatively an enhanced web base yellow page could be
provided, wherein the caller can first choose the provider
25 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
FIG. 21 illustrates an exemplary display of representations internal destination of that provider and the enhanced yellow
2l02a-n of destinations lOSa-n on device 102, in accordance
with an embodiment of the invention. In an embodiment,
representations 2102a-n may be displayed or presented to
caller 106 prior to displaying visual IVR menu of a selected
destination. Further, representations 2102a-n may be displayed
based on the distance or position of the destinations
from the dialed destinations. In an embodiment, representations
2102a-n may include information about various destinations
which have same business category as of the dialed
destination. For example, if caller 106 dials for a Chinese
restaurant than Visuphone 104 will display representations of 40
all restaurants serving Chinese food located within the predefined
range of distance relative to caller 106.
30 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
35 over the web to the IVR of the destination.
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
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 45
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 50
or text representations such as a table of rows and colunms,
icons, area map, and so forth. Representations 2102a-n may
also include the distance of destinations 1 OS a-n with respect
as the agent is available the caller gets a signal to start the
conversation with the agent.
FIG. 22 illustrates an exemplary visual IVR menu 2202 of
the selected destination with added graphics for the nodes on
device 102. Visual IVR menu 2202 includes one or more
options corresponding to every node in the destination. It is
well known that graphics are easier to learn and are faster to
to the location of caller 106. recognize than words. Therefore, graphics can be used in
Caller 106 may select a destination from the representations
2102a-n based on one or more displayed properties.
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.
55 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
60 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.
65 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 lOSa-n may have

US 8,406,388 B2
41
more than one audio IVR menus. So different visual IVR
menu corresponding to one or more audio IVR menus is
possible.
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.
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
1 08a-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 loca-
42
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
10 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.
As discussed with reference to FIG. 22, visual IVR menu
15 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 option of the
visual IVR menu 2202. Thereafter, caller 106 can interact
according to his/her preference with the destination through
20 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 communi-
25 cation 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
tion code determines the present location of device 102.
When caller 106 is in his/her home country or state, the 30
location code of the device and location code of the dialed
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.
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.
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.
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
35 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
40 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
45 menu. The yellow pages company can have a copy of the
visual menu database 308 or can be connected to a visual IVR
menu service in order to provide the menu to the caller.
In case the one or more destination phone numbers are avail- 50
able, then the process continues to step 2312, else the process
control goes to step 2328.
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, Visu-
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 55
with device 102. The location code determines the present
location of device 102. In an embodiment, CPU 3 04 searches
for at least one phone number from the one or more destination
phone numbers based on the location code of device 1 02b
and a location code of the dialed destination phone number.
At step 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.
phone 104 may be coupled to an advertising database. The
advertising database may include advertisements related to
the phone numbers of the destinations. The advertising data-
60 base 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
65 caller may be based on the location, address, account balance,
type and volume of transactions, loans, purchases, and so
forth.

US 8,406,388 B2
43
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.
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
44
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.
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
10 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
15 102. 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.
Further, caller 106 may interact with the displayed adver-
20 tisements. 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
25 case caller 106 has not selected the advertisement then the
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 30
advertisements based on the connection bandwidth available
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
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 communication network. The remote server is explained
in detail in conjunction with FIG. 10. A selection of options or
click by caller 106 on advertisements may be detected by
detection module 902 to display a visual IVR menu of the
destination for which the advertisement was displayed. 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.
for advertisement.
In an embodiment of the invention, Visuphone 104 may be
configured to submit personal information of a caller prior to
35 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).
40 an IVR menu stored in records database 1608, in accordance
with an embodiment of the invention. Sometimes, an audible
IVR or visual IVR menu may request the caller for some
specific or personal information that is other than selection of
IVR options. In an embodiment, the specific information may
45 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 callername, pass-
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
50 word, and so forth. In an embodiment, IVR logic module
menu database 308 of device 102 may store the advertise- 55
ments. In an embodiment of the invention, the advertisements
may be stored on a remote database that can be connected to
device 102.
(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.
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
At step 2402, a number dialed by a caller such as caller 106 for the purpose of authentication. For example, 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
60 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
65 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

US 8,406,388 B2
45
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".
46
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.
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
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 10
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.
15 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
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
20 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
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
25 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
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, Visuphone 104
may connect to the IVR after the caller clicks on the submit
button 2508.
30 and caller device 102 may be established and the information
stored in the form is submitted. Typically, the IVR of destination
108 may require caller 106 to provide the information
in form of audio inputs. Therefore, Visuphone 104 may provide
audio inputs corresponding to the information of the
35 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
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 45
number, saving account statement, and so forth may be presented
40 dialed destination 108.
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 50
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.
FIG. 26 illustrates a flowchart for submitting personal
information of a caller by Visuphone 104, in accordance with 55
an embodiment of the invention. At step 2602, caller 106 dials
a phone number of a destination 108 such as destination 1 08a.
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. 60
Thereafter, at step 2606 caller 106 may select an option from
the displayed visual IVR menu. 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 commu- 65
nication device such as a mobile phone, a laptop computer,
and so forth. Typically, banking services may require caller
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.
call the dialed destination based on predefined calling information
automatically; it is described in detail in FIGS. 30A
and 30B. In an embodiment, Visuphone 104 may keep on
calling to the dialed destination until the requested information
is received. Further, Visuphone 104 may save and/or
display the received information at device 102.
FIG. 27 illustrates an exemplary representation of a visual
IVR menu 2702 associated with the dialed phone number of
the destination along with a scheduling mode option, in
accordance with an embodiment of the invention. Visual IVR
menu 2702 includes one or more options corresponding to
every node in the audible IVR menu of the dialed destination

US 8,406,388 B2
47
of destinations 108a-n. Visual IVR menu 2702 is an exemplary
visual IVR menu of a pizzeria. It is well known that
graphics are easier to learn and are faster to recognize than
words. Therefore, graphics are used in various computerized
device interfaces. Various types of graphics can be displayed
for example, animated icons, icons that highlight or animate
when the node is highlighted, and so forth. The graphics may
be displayed for each node or a few nodes based on the
usability of visual IVR menu 2702. For example, for node
2710 an icon of a vegetable may be displayed to designate a
vegetarian pizza, and for node 2716 ofhome delivery, an icon
of house may be displayed. In an embodiment of the invention,
the visual IVR menu 2702 can be customized to display
only the text, only the icons or both. Furthermore, caller 106
can suggest or use various icons based on his preferences. The
visual IVR menu is specific to a destination.
Further, each of destinations 108a-n may have more than
one audio IVR menus. Therefore, different visual IVR menus
corresponding to one or more audio IVR menus can be available
for each of destinations 108a-n. In an embodiment,
device 102 may include more than one visual IVR menus for
each destination of destinations 108a-n based on the time.
Therefore, different visual IVR menus corresponding to a
destination 108 might be presented to caller 106 depending
on the time of dialing to destination 108.
In an embodiment of the invention, a scheduling mode
option 2720 can be displayed on the screen along with the
visual IVR menu associated with the dialed destination.
Caller 106 may switch device 102 to a scheduling mode by
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.
Furthermore, Visuphone 104 may automatically call a
phone number of a destination of destinations 108a-n automatically
based on predefined calling information. The predefined
calling information can be entered and/or selected by
caller 106. The predefined calling information may include
the selection information such as one or more options of
visual IVR menu 2702 that are selected by caller 106 in the
scheduling mode. Further, the predefined calling information
may include the call schedule, which is the date and time
information for the call. In an embodiment of the invention,
the predefined calling information may also include additional
data such as a predefined time interval, maximum number
of dialing attempts, waiting time, and so forth.
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.
FIG. 28 illustrates another exemplary representation of a
visual IVR menu 2802 associated with the dialed phone num-
48
ber 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
10 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
15 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
20 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.
25 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
30 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
35 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
40 device 102a for entering and/or selecting the time information
for scheduling the call. For example, the call schedule
information will include a date Mar. 15,2011, and time 11:25:
40, therefore Visuphone 104 dial at the phone number of the
destination on Mar. 15, 2011 at 11:25:40 AM. In an embodi-
45 ment, the time information may be displayed in 12 hour
format. In another embodiment, the time information may be
displayed in 24 hours format.
In another embodiment of the invention, call schedule 2902
may include a predefined schedule for calling to the destina-
50 tion. 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 auto-
55 matically 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 addi-
60 tiona! information such as maximum number of calling
attempts, waiting time, and so forth.
Thereafter, a communication is established between device
102 and the dialed destination. After establishment of the
communication, Visuphone 104 may request and/or receive
65 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

US 8,406,388 B2
49
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
50
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.
At step 3008, Visuphone 104 saves the selection information
including the one or more options of the displayed visual
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.
10 IVR menu. The one or more options are selected by caller
106. Thereafter, a display 2700 of device 102 switches to
display 2900 including calendar 2904 and time input box
2906. Caller 106 may enter the date and time information in
calendar 2904 and time input box 2906 respectively. At step
15 3010, Visuphone 104 saves the call schedule including the
date and time information.
At step 3012, it is checked whether the entered call schedule's
date and time has arrived. Visuphone 104 may perform
the checking by comparing the call schedule's date and time
20 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
As discussed with reference to FIG. 3A, visual menu database
308 may store the predefined calling information. Further,
visual menu database 308 may store the selection information
and call schedule 2902. In an embodiment, call
schedule 2902 may also include a predefined time interval
and a predefined schedule. In an embodiment, visual menu
database 308 may further store the predefined schedule and 25
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.
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
30 104 may establish a connection with the dialed destination.
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 35
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 40
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 45
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 pre- 50
defined calling information. Later, Visuphone 104 may dial
the phone number of the previously dialed bank based on the
predefined calling information.
At step 3002, a phone number of a destination is dialed
from device 102. Caller 106 may dial the phone number of 55
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 60
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 65
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,
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.
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
may be a text format such as a Unicode text, Rich Text format,
HyperText Markup Language (HTML) or any other format
compatible with device 102.
At step 3022, Visuphone 104 saves the received information
at device 102. In an embodiment, the saved information

US 8,406,388 B2
51
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.
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
communication network 3100 as illustrated in FIG. 31A-D.
FIG. 31A-D illustrates exemplary environments, where various
embodiments of the invention can function. Communi- 10
cation network 3100 includes a device 3102a. In an embodi-ment,
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
52
ing to the audible IVR menu associated with the phone number
of second communication device 3108a to be connected.
Second communication device 3108a can be a device
capable of data/voice communication. Examples of second
communication device 3108a include, but are not limited to,
a telephone, a computer, a laptop computer, a personal digital
assistant (PDA), a mobile phone, and so forth. Various types
of second communication device 3108a that implement the
audible IVR menu include, for example, banks, hotels, fastfood
outlets, utility services providers, corporate offices,
mobile phone service providers, hospitals, and so forth. Fur-ther,
second communication device 3108a can have more
than one audio/visual IVR menus. Typically, the audible IVR
menu provided by second communication device 3108a com-
15 prises 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.
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 20
be a data network such as the Internet. The data network is a
In an embodiment, Visuphone 3104a may send or receive
one or more messages to or from second communication
device 3108a for establishing a communication session in
communication network 3100. The one or messages may be
sent as data packets when a data network such as the Internet
is available. In an embodiment, the one or more messages
network capable of establishing data and voice communication
among various communication devices. In an embodiment,
communication network 3100 can be a telecommunication
or telephone network capable of establishing only
voice communication among various communication
devices.
25 may be sent as DTMF signals or tones. After establishing a
communication session with second communication device
3108a, caller 3106 can interact with second communication
device 31 08a via the visual IVR menu associated with second
communication device 3108a.
Further, communication network 3100 includes a second
communication device 3108a. In an embodiment, communication
network 3100 may include a plurality of second com- 30
munication devices 3108. A caller 3106 may use first communication
device 31 02a to connect to second
communication device 3108a. First communication device
3102a can be a telecommunication device that can connect
directly to a PSTN 3110. A person skilled in the art will 35
appreciate, that first communication device 3102a can also
connect to a private telephone exchange. Examples of first
communication device 3102a include, but are not limited to,
a telephone, a mobile phone, a smart phone or any other
device capable of voice or data communication. Caller 3106 40
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 45
3102a. Similarly, each of the plurality of second communication
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 com- 50
munication devices 3108.
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.
In an embodiment, second communication device 3108
such as a second communication device 3108b may include
an IVR application such as Visuphone 3104b as shown in
FIG. 31B. As shown communication network 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.
FIG. 31 C 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
In an embodiment, first communication device 3102a may
include an IVR application. In an embodiment, first communication
device 3102a may include the IVR application such
as Visuphone 3104a as shown in FIG. 31A. Visuphone 104a
may provide data regarding a phone number of second 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 communication 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 3102a can have more
than one IVR menus. Visuphone 3104a may display a visual
IVR menu on first communication device 31 02a correspond-
55 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
60 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
65 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

US 8,406,388 B2
53
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 31 08b (or 31 08a) presents the audible
IVR to first communication device 3102b.
Further, Visuphone 31 04a may search or detect a data
network. In an embodiment, Visuphone 31 04a may send one
54
request and/or receive information from the dialed second
communication device 3108b. Further, Visuphone 3104a
may display the information at first communication 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 indieating
a version ofVisuphone 3104a. Herein after, first communication
device 3102 may be used to refer first
communication device 3102a-c collectively.
FIG. 3 2 illustrates an exemplary packet 3202 sent from first
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
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 10
3104a may establish a communication session with second
communication device 31 08b by exchanging one or more
messages or data packets. Furthermore, Visuphone 3104a
may send a first section of a data packet including first information
such as header information to second communication
device 3108b. In an embodiment, Visuphone 3104a may
receive a message including acknowledgement information
from second communication device 3108b. In an embodiment,
the acknowledgement message is received at first communication
device 3102b, when second communication
device 31 08b includes an IVR application such as Visuphone
15 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
31 04b as shown in FIG. 31B. The acknowledgement message
may be received based on the first section of the data packet.
Thereafter, Visuphone 31 04a of first communication device
20 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 ver-
31 02b may send a second section of the data packet including
second information such as a payload. In an embodiment, the
Visuphone 3104a may exchange one or messages with Visuphone
31 04b or second communication device 31 08a in form
of DTMF signals or tones.
25 sian, 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 3104a present at first communication
device 3102. The visual menu ID indicates the identity
As illustrated in FIG. 31D, first communication device 30 information of the visual IVR menu associated with the
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 35
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 vari- 40
ous combinations of the above or other type of services.
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 45
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
dialed phone number of second communication device 3108.
In an embodiment, the ACK or acknowledgement bit may be
used by second communication device 3108 (or 3108b) to
send an acknowledgement message. In an embodiment, the
ACK bit may have a value such as 0 or 1. For example, second
communication device 3108 may set the ACK bit or acknow 1-
edgement bit to 1 and send it back to first communication
device 3102 as an acknowledgement message. A value 1 in
the ACK bit indicates that the message is an acknowledgement
message for a previously sent message or section of the
packet. In an embodiment, second communication device
3108 sends the acknowledgement message when second
communication device 3108 includes Visuphone 3104b as
shown in FIG. 31B. The ACK bit set as 1 indicates that the
packet sent from first communication device 3102 has been
received at second communication device 3108. In an
embodiment of the invention, first section 3202a may be a
header section ofiPv6 packet. The structure ofheader section
or first section 3202a is shown in FIG. 33.
In an embodiment, second section 3202b of packet 3202
may include second information. Examples of the second
information include, but are not limited to, a user ID, user
options (selected from the visual IVR menu), user profile
information (last dialed details), and so forth. In an embodi-
31 08b. Thereafter, caller 3106 may select one or more options 50
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
55 ment, the second section may include a data or payload section.
IVR menu is not available at first communication device
3102c. In an embodiment, the dialed second communication
device 3108b may request the information from the server of
communication network 3100 when the information
requested by Visuphone 3104a is not available at second
communication device 3108b. Thereafter, second communi- 65
cation device 31 08b may send the information received from
the server to Visuphone 3104a. Visuphone 3104a may further
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
60 IVR menu. Visuphone 3104a displays the visual IVR menu
associated with second communication device 3108 when the
caller dials the phone number of second communication
device 3108. The user profile indicates the information
related to previous communication session or activities of
caller 3106 or first communication device 3102. The user
profile indicates information such as last dialed numbers,
time oflast call, duration oflast call to the second communi-

US 8,406,388 B2
55
cation 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.
56
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
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
10 communication device 3108 may further communicate
through the exchange ofDTMF tones or signals.
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,
an embodiment, first section 3202a of packet 3202 may be a
header section of IPv6 packet. Further, first section 3202a
may include a plurality of fields. Example of plurality of
fields include, but are not limited to, a packet version 3302, a
traffic class 3304, a flow label3306, a payload length 3308, a
next header 3310, a hop limit 3312, a source address 3314, a
destination address 3316, and so forth. Packet version 3302
indicates version information associated with packet 3202
such as IPv4, IPv6, and so forth. The version information may
include numeric characters, alphabets or a combination
thereof. In an embodiment of the invention, traffic class 3304
field may indicate whether the source device i.e. first communication
device 3102 provides congestion control management
or not. Flow label3306 field may be used to provide
real time applications special services. Payload length 3308
field may indicate the size or length of the payload or data
section (second section 3202b ). Next header 3310 field points
15 the data packet may be an IPv 4 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
20 IVR menu corresponding to second communication device
3108, arrACK 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
25 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
30 section is received. In an embodiment, the ACK bit may have
a value such as 0 or 1.
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 35
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.
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 mes-sages/
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
40 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
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 3104a. 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 50
include Visuphone as shown in FIG. 31A. Visuphone 3104a
acknowledgement message to first communication device
45 3102.
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 55
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 60
includes one or more visual IVR menus associated with a
plurality of second communication devices.
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 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 communica-tion
session or activities of caller 3106 or first communication
device 3102. The user profile indicates information such as
last dialed numbers, time of last call, duration of last call to
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
31 04a of first communication device 3102 searches for a data
65 second communication device 3108, and so forth.
In an embodiment, Visuphone 31 04a may send header
information as a first section of the packet and data or pay load

US 8,406,388 B2
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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.
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 10
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. 15
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 20
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 25
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 30
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 35
and/or graphical representation of different nodes corresponding
to different nodes of the audio IVR menu as displayed
in FIG. 2A and FIG. 2B.
A caller 3506 may connect to a first party device of the first
party devices 3508a-n either by accepting a call from the 40
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 45
information to device 3502a. Similarly, device 3504a may
also request information from first party devices 3508a-n.
Device 3502a can be a telecommunication device that can
connect directly to a PSTN 3510. A person skilled in the art
will appreciate, that device 3502a can also connect to a pri- 50
vate telephone exchange.
A Visuphone 3504 of device 3502a can display a visual
IVR menu associated with the calling first party device. In an
embodiment, Visuphone 3504 may display the visual IVR
menu at device 3502a even before accepting the call by caller 55
3506. Thereafter, caller 3506 can select one or more options
from the displayed visual IVR menu to obtain the required
resource/information or service from the calling first party
device 3508a. Furthermore, Visuphone 3504 may display one
or more communication options on a screen of device 3502a. 60
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 communica- 65
tion session may be established between device 3502a and the
calling first party device 3508a. In an embodiment, when
58
caller 3506 selects the 'conferencing' option, another device
of communication network 3500 may be included in the call
with first party device 3508a.
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.
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.
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. Network3514 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 request and/or
receive information from calling first party device 3508a.
Further, Visuphone 3504 may display the information at
device 3502c.
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

US 8,406,388 B2
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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.
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.
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.
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 conference
call in between of the call. Thereafter, first party
device 3508a and third party device 3602 may continue with
the call.
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
60
3602 may be displayed on device 3502a. Further, Visuphone
3504 may receive the visual IVR menu associated with the
third party device from third party device 3602.
FIG. 37 illustrates an exemplary visual IVR menu 3702
along with one or more communication options at device
3502a, in accordance with an embodiment of the invention.
As discussed with reference to FIGS. 35A and 36, Visuphone
3504 may display the visual IVR menu 3702 associated with
the phone number of calling first party device 3508 on the
10 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
15 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
20 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
25 various icons based on his preferences. The visual IVR menu
is specific to first party device 3508 from which call is
received.
Further, each of first party devices 3508a-n may have more
than one audio IVR menus. Therefore, different visual IVR
30 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
35 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
40 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
45 be displayed at device 3502. Therefore, a visual IVR menu of
the hotel displayed at device 3502 for a call received at 1 PM
may be different then the visual IVR menu displayed for
another call received at 5 PM.
Further, Visuphone 3504 may display the one or more
50 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
55 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
60 busy right now, so please call later" can be sent to the bank. In
an embodiment, the message may be an audio message.
In an embodiment, when caller 3506 accepts the call from
first party device 3508, a communication session is established
between device 3502 and calling first party device
65 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,

US 8,406,388 B2
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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.
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.
Another embodiment of the invention allow visual IVR
menu for calls received at a conventional home telephone.
internet 'smart' modem. A phone 3904 connected to a PSTN
3908 and through a gateway 3916 to the Internet network
3918 is shown in FIG. 39. A first party device 3508a can call
a phone numberofthe 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.
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
62
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
1 o IVR menu or just provide the phone number of the calling first
party device 3508a to computer 3902. Thereafter, a software
tool on computer 3902 may present the visual IVR menu on
the screen of the computer 3902.
Once the communication session is established between
15 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
20 previous selections in the visual IVR menu, providing customized
visual IVR menu and so forth. The visual IVR menu
system comprising computer 3902 and modem 3906 may
incorporate additional enhancements as presented before.
In another embodiment of the invention, a house television
25 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
30 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
35 channel of the television 3912. Further, all the options
described before can be provided now using the screen of the
television 3912 for the visual IVR menu. The caller selection
can be done by using the simple phone 3904 or alternatively
using TV 3912, set top box 3914 remote control. Further,
40 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 Roku Inc., allows streaming of
content from the Internet to television. Most set-top boxes
now have an Internet connection or telephone connections.
45 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 commu-
50 nication options 3720a-n on the screens of television 3912.
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
55 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
60 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
65 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

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63
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.
64
tion 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
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.
10 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
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.
15 IVR menu of the personal banking will be displayed on the
screen of the communication device. Thereafter, the user may
simultaneously interact with both the visual IVR menus.
In an embodiment of the invention, the user may request
information from more than one first party device simulta-
20 neously. 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
25 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
At step 4006, visual IVR menu associated with the calling
first party device 3508a is displayed. The visual IVR menu 30
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. 37. At step
4008, one or more communication options 3720a-n is displayed.
One or more communication options 3720a-n may be 35
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 40
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 45
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 50
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 55
predefined audio/text message to calling first party device
3508a.
displayed at the device. Thereafter, the user may simultaneously
interact with the displayed visual IVR menus.
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 FIG. 41 to FIG. 64.
FIG. 41 illustrates an environment 4100 where a device
may be connected to an external device, according to an
embodiment of the invention. Environment 4100 includes a
portable device 4102 including a Visuphone 4104. Examples
of portable device 4102 include but are not limited to a mobile
phone, a smart phone, a Personal Desktop Assistant (PDA), a
tablet Personal Computer (PC), 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, Google
Android, 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.
Portable device 4102 may connect to external devices
In another embodiment of the invention, a method is disclosed
for displaying a visual IVR menu associated with a
phone number of a first party device from which a call is
received, at the device.
In an embodiment of the invention, more than one visual
IVR menus associated with the phone numbers of the first
party devices may be displayed at a communication device. In
an embodiment, the Visuphone may display the one or more
visual IVR menus at the communication device. In another
embodiment of the invention, the user may request informa-
60 4106a-n by using Bluetooth, Wi-Fi, 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
65 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

US 8,406,388 B2
65
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.
66
device 41 02a 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 con-
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.
10 nected, display of picture frame 4602 may be used to display
screen of portable device 4102a such as a mobile phone.
In another embodiment of the invention, portable device
4102a may detect and connect to a Global Positioning System
(GPS) navigation system 4702 as shown in FIG. 47. Visu-
15 phone 4104 detects GPS navigation system 4702. Therefore,
when the user is connected to GPS navigation system 4702,
screen ofGPS navigation system 4702 may be used as display
of portable device 4102a such as a mobile device. Further,
screen of GPS navigation system 4702 can be used to access
20 various functions of portable device 4102a such as call
receiving, browsing the phonebook, browsing the Internet,
and so forth. This functionality increases the comfort in using
portable device 4102a such as the mobile phone which has
In an embodiment of the invention, portable device 4102a
such as a smart phone or mobile phone may detect and connect
to a laptop 4302 as shown in FIG. 43. The connection
between portable device 4102a and laptop 4302 may be wired 25
such as via a USB wire or it can be wireless such as via
Bluetooth or Wi-Fi. Thereafter, portable device 4102a may
use display oflaptop 4302. Further, laptop 4302 may be used
limited display.
In yet another embodiment of the invention, smart phone
4102a can detect and connect to a projector 4802 as shown in
FIG. 48. Visuphone 4104 detects the availability of projector
4802. Further, Visuphone 4104 may connect to projector
to control one or more functions of portable device 41 02a and 4802 using any of wired or wireless connection. Further,
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.
30 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
4102a may detect a large display screen 4402 as shown in
FIG. 44. Further, portable device 4102a may use Bluetooth,
USB wire, and so forth to connect to large screen 4402. The
large screen 4402 may be a Light Emitting Diode (LED)
display screen, a Liquid Crystal Display (LCD) screen, and so
forth. Usually. Portable devices such as mobile phones, smart
phones, wired telephones etc. have either a small display or
limited display capabilities. In such cases, portable devices
include a Visuphone. The Visuphone may be further configured
to detect and connect portable device 4102 to one or
more external devices such as large screen 4402. Once configured,
35 smart phone 4102a on display 4804. Further, one or more
the Visuphone can detect large display 4402 and can 45
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 50
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.
functions of projector 4802 may be controlled by using connected
smart phone 4102a.
FIG. 49 illustrates exemplary display of an Interactive
Voice Response (IVR) menu on a large display screen 4902
40 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.
FIG. 50 illustrates a blockdiagramofportable device 4102,
in accordance with an embodiment of the invention. Herein
after, portable device 4102 may be referred to as device 4102.
Device 4102 can connect to Public Switched Telephone Network
(PSTN) 5016 through a radio interface 5012 in a wired
or wireless marmer. 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
such as a smart phone 4102a may detect and connect to a 55
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 60
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. 65 other types of radio signals. For example, device 4102 may
connect to a television through Bluetooth for displaying the
contents of device 4102.
In another embodiment of the invention, Visuphone 4104
may detect a picture frame 4602 and connect it to portable

US 8,406,388 B2
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Device 4102 includes a display 5002 to output graphical
information to the user. In an embodiment of the invention,
display 5002 may includes a touch sensitive screen. A
memory 5006 of device 4102 stores various programs, data
and/or instructions that can be executed by a processor 5004.
Examples of memory 5006 include, but are not limited to, a
Random Access Memory (RAM), a Read Only Memory
(ROM), a hard disk, and so forth. A person skilled in the art
will appreciate that other types of computer-readable media
which can store data that is accessible by device 4102, such as 10
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
68
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.
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. 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
so forth may be available on device 4102. Processor 5004 15
may include a connection manager 5008 that enables device
4102 to connect to external devices 41 06a-n through network
interface 5014. In an embodiment of the invention, connection
manager 5008 may be implemented as a second processor
in device 4102. 20 through portable device 5202. For example, in this configuration,
the user can browse the Internet by using display
Device 4102 includes a system bus 5020 for connecting the
components. Examples of system bus 5020 include several
screen 4202, keyboard 4204, and mouse 4206, while mobile
types of bus structures including a memory bus or memory
phone 5402 provides the Internet connectivity and portable
controller, a peripheral bus, or a local bus using any of a
device 5202 provides the connectivity among mobile phone
variety of bus architectures. 25 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
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 con- 30
necting 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 35
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 exter- 40
nal 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.
In an embodiment of the invention, portable device 5202 45
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 embodi- 50
ment of the invention, portable device 5202 may include a
dock for receiving and connecting to user device 5204. In an
embodiment, user device 5204 may include a Visuphone.
Portable device 5202 may connect to external devices
5206a-n by using Bluetooth, Wi-Fi, Infrared, or other wire- 55
less 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 60
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 65
communication hub that can enable interaction of multiple
external devices 5206a-n among each other.
5204) may not include a Visuphone.
In an embodiment of the invention, portable device 5202
can provide connectivity to multiple user devices. For
example, in a home environment, portable device 5202 may
detect multiple mobile phones and wired phone. Therefore,
the screen of a mobile phone may be displayed on a television
near to that mobile phone. In another embodiment of the
invention, portable device 5202 may enable communication
among multiple user devices. Further, the multiple user
devices are configured to connect to portable device 5202.
FIG. 55 illustrates an exemplary functioning of portable
device 5202 connected to mobile phone 5402 and a projector
5502 in the environment as discussed in conjunction with
FIG. 52 or FIG. 53. Portable device 5202 may be connected to
projector 5502, and to a user device such as mobile phone
5402. Further, projector 5502 may be connected to a bigger
display 5504. Once all the devices are connected, display of
mobile phone 5402 may be displayed on bigger display
screen 5504. Visuphone 5208 of portable device 5202 will
detect and connect the configured devices i.e. mobile phone
5402 (or user device) and projector 5502. Thereafter, one or
more functions of mobile phone 5502 can be controlled by
using projector 5502 and vice versa.
FIG. 56 illustrates another exemplary functioning of por-table
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 con-nection
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.

US 8,406,388 B2
69
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.
device 5202 connected to mobile phone 5402 and a laptop
4302 in the environment of FIG. 52 or FIG. 53, in accordance
with another embodiment of the invention. A communication
session between mobile phone 5402 and laptop 4302 may be
established via portable device 5202. Mobile phone 5402 is
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.
70
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
10 instant messaging application, browser, and so forth may be
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,
15 connection manager 6206 may be implemented as a second
processor in portable device 5202.
Device 5202 includes a system bus 6214 for connecting the
components. Examples of system bus 6214 include several
types of bus structures including a memory bus or memory
20 controller, a peripheral bus, or a local bus using any of a
In another embodiment of the invention, an external device variety of bus architectures.
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 25
telephone 5802 and connect to it. Further, Visuphone 5208
may detect and connect to an external device such as picture
frame 4602.
FIG. 63 is a flowchart illustrating the functioning of por-table
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.
At step 6302, Visuphone 4104 of portable device 4102
According to yet another embodiment of the invention, searches for an external device 4106. For example, a Visu-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.
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.
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, acous30
phone 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
35 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.
40 For example, when connected to a laptop, the content of smart
phone is displayed on the laptop screen.
FIGS. 64A and 64B illustrates a flowchart for implementing
a portable device 5202 in the environment 5200, in accordance
with an embodiment of the invention. Portable device
45 5202 includes a Visuphone 5208. Visuphone 5208 is configured
to detect and connect to one or more devices such as
external devices 5206a-n, user device 5204, and so forth.
At step 6402, Visuphone 5208 searches for a user device
5204. At step 6404, it is checked whether user device 5204 is
50 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.
At step 6408, Visuphone 5208 of portable device 5202
55 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
tic 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 60
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.
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 con-nected
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
65 which is connected to the television via portable device 5202.
Portable device 5202 includes a memory 6204 to store
various programs, data and/or instructions that can be
FIG. 65 illustrates exemplary functioning of a Visuphone

US 8,406,388 B2
71
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 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. 10
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 15
contact options corresponding to the other branches of same
pizzeria (of pizza hut).
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). 20
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 num- 25
ber, 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 30
different branches of the dialed destination may have different
IVR menus. Further, the user can switch the display on the
screen of device (or device 102) by selecting at least one
contact option 6520. Visuphone of device (device 102) takes
the appropriate action based on the selection made by the 35
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.
Visual IVR menu 6502 may include various options 6504 40
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 45
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.
FIG. 66 illustrates change of display at user device 102,
when a user selects a contact option, in accordance with an 50
embodiment of the invention. As discussed with reference to
72
FIG. 67 illustrates an exemplary functioning ofVisuphone
accordance with another embodiment of the invention. When
a user dials a phone number of a destination, such as an XYZ
airlines customer care, from device 102. Then a visual IVR
menu 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 andXYZ Inter-national
Airline Contact Option 6720b can be displayed at the
screen of device 102.
In an exemplary scenario, the user may be interested in
contacting or knowing details of domestic airlines or international
airlines department of XYZ Airlines specifically. The
user may directly dial to these specific airline departments by
selecting a related contact option from the displayed contact
options. For example, the user can directly connect to domes-tic
airlines IVR system ofXYZ 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.
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.
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
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.
55 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 Smart-
60 phone, 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
65 also be displayed at device 102. Contact options may include
information describing one or more branches of the dialed
destination.

US 8,406,388 B2
73
At step 6902, a user dials a phone number of a destination.
At step 6904, the Visuphone displays a visual 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 10
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 inter- 15
act with the displayed visual IVR menu of the selected contact
option.
74
network. The communication session may be established
between two or more IVR enabled devices.
Further aspect of the invention is to provide a method for
establishing a communication session among a plurality of
communication devices. The communication devices may or
may not include Visuphone.
Another aspect of the invention is to provide a method for
establishing a communication session among a plurality of
communication devices. The communication session is
established by sending one or more packets when a data
network such as the Internet is available.
Another aspect of the invention allows a device to call a
destination automatically according to the predefined calling
information entered by a user.
Another aspect of the invention saves the effort made by the
user of the communication device for retrieving information
from an IVR system of the dialed destination. The Visuphone
dials the phone number of the destination and retrieves the
information automatically depending on the predefined call-
20 ing 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.
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 30
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.
An aspect of the invention is to provide a system for communicating
among a plurality ofiVR enabled communication
devices.
Another aspect of the invention is to enable the caller to
interact with the visual IVR menu by using a touch sensitive
screen of the device.
Another aspect of the invention is to provide the position
based visual IVR menus in a communication network.
An advantage of the invention is that the communication
25 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.
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 call-
35 ing information set by the caller 106. Further, Visuphone 104
requests and receives the requested or inquired information
automatically.
Another advantage of the invention is that the user does not
have to wait for long time for retrieving any information from
a destination. When the requested information is not avail-
40 able, the user may schedule a call at later time by entering few
settings on device 102. Thereafter, Visuphone 104 may dial
the phone number of the destination according to the entered
settings automatically and may download the desired information.
The downloaded information may be used by the user
45 at a later time.
Another aspect of the invention is to provide a device for
communicating with a second communication device. The 50
device includes an IVR application such as Visuphone. In an
embodiment, the second communication device also includes
the IVR application such as Visuphone.
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 of his choice and download to his
device database the menu in that language.
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.
Another aspect of the invention is to provide the visual IVR
menu when the call is forwarded from one first party device to 55
another first party device.
Another aspect of the invention is to provide visual IVR
menus on receiving a call from the first party device on
electronic devices with screens that are connected to Visuphone.
Yet another aspect of the invention is that the user may 60
involve other one or more users or communication devices in
Embodiments of the invention are described above with
reference to block diagrams and schematic illustrations 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
a call from a first party device. Thereafter, the user, the
another user may interact with the first party device in a
conference call. In an embodiment, the user may leave the
conference call in between the call.
Additional aspect of the invention is to provide a method
for establishing a communication session in a communication
65 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.

US 8,406,388 B2
75
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.
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 10
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 com- 15
puter-executable instructions, such as program modules,
being executed by a computer. Generally, program modules
include routines, programs, characters, components, data
structures, etc., that perform particular tasks or implement
particular abstract data types. A person skilled in the art will 20
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 25
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. 30
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 35
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 40
with insubstantial differences from the literal languages of
the claims.
The invention claimed is:
76
2. A computer readable media comprising the instructions
of claim 1.
3. The system of claim 1, wherein the memory further
comprises instructions executable by the processor for adding
information being keyed on said keying element to said IVR
database.
comprises instructions executable by the processor for
recording at least a portion of the call.
comprises instructions for associating personal data with one
or more telephone numbers from the list of telephone numbers.
6. The system of claim 1, wherein the one or more IVR
~enus displayed on the display screen comprise at least one
ICOn.
7. A system for making a call to a telephone number of a
destination, comprising:
a display screen; and
a calling device connected to the display screen, wherein
the calling device is adapted to dial into a public telephone
network, the calling device comprising:
a keying element,
a processor, and
a memory coupled to the processor, the memory comprising:
an Interactive Voice Response (IVR) database, wherein
the IVR database comprises a list of telephone numbers
associated with one or more destinations implementing
one or more IVR menus;
instructions executable by the processor for automati-cally
displaying on the display screen at least one of
the one or more IVR menus based on the telephone
number of the destination being dialed from the keying
element, wherein the destination is from the one or
more destinations implementing the one or more IVR
menus; and
instructions executable by the processor for adding
information being keyed on said keying element to
said database to personalize the IVR menu.
8. A computer readable media comprising the instructions
of claim 7.
1. A system for making a call to a telephone number of a
destination, comprising:
a display screen;
9. The system of claim 7, wherein the display screen is
connected to the calling device through a wireless connec-
45 tion.
a keying element;
a processor; and
a memory coupled to the processor, the memory compris-ing:
50
an Interactive Voice Response (IVR) database, wherein
the IVR database comprises a list of telephone numbers
associated with one or more destinations implementing
one or more IVR menus;
instructions executable by the processor for displaying 55
on the display screen at least one of the one or more
IVR menus based on the telephone number of the
destination being dialed from the keying element,
wherein the destination is from the one or more destinations
implementing the one or more IVR menus; 60
and
instructions executable by the processor for communicating
with another system, wherein said another system
comprises another display screen, and
wherein said communicating comprises providing said 65
at least one of the one or more IVR menus to the
another display screen during the call.
comprises instructions executable by the processor for
recording at least a portion of the call.
comprises instructions for associating personal data with one
or more telephone numbers from the list of telephone numbers.
comprises instructions executable by the processor to display
at least one legal notice associated with one or more telephone
numbers from the list of telephone numbers.
13. The system of claim 7, wherein the one or more IVR
~enus displayed on the display screen comprise at least one
ICOn.
14. The system of claim 7, wherein the instructions are
executable by the processor for adding information being
keyed on said keying element to said database to personalize
the IVR menu during the call.
* * * * *

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