US 8,903,073 B2 Page 3 8,041,575 B2 * 1012011 Agarwal et al . - PDF document

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US 8,903,073 B2 Page 4 (56) References Cited OTHER PUBLICATIONS U.S. PATENT DOCUMENTS Damhuis, M., et aI., "A Multimodal Consumer Information Server with IVR Menu," 2nd IEEE Workshop on Interactive Voice Technol- 201010007028 Al 112010 Fachmann et al. ogy for Telecommunications Applications (IVTTA94), Kyoto, Japan, 201010021030 Al 112010 Collins et al. Sep. 25-27, 1994, pp. 73-76. 201010049654 Al 212010 Pilo et al. Trihandoyo, A., et aI., "A real-time speech recognition architecture 201010087175 Al 4/2010 Roundtree 201010100377 Al 4/2010 Madhavapeddietal. for a multi-channel interactive voice response system," International 201010166158 Al 7/2010 Costello et al. Conference on Acoustics, Speech, and Signal Processing, vol. 4, 201010172481 Al 7/2010 Canu et al. 1995,pp.2687-2690. 201010185449 Al * 7/2010 Wu etal. 704/275 Shah, S.A.A., et aI., "Interactive Voice response with Pattern Recog- 201010189250 Al 7/2010 Williams et al. nition Based on Artificial Neural Network Approach," International 201110009096 Al 112011 Rotsztein et al. Conference on Emerging Technologies, (ICET 2007), Nov. 12-13, 201110014952 Al 112011 Minton 201110060683 Al 3/2011 Salmon Rock et al. 2007, pp. 249-252. 201110091021 Al 4/2011 Adkar et al. Hattori, S., et al., "A multimedia intelligent message communication 201110099116 Al 4/2011 Gabel system for distributed coordination environments," Electronics & 201110276408 Al 1112011 Toole Communications in Japan, Part I-Communications, vol. 76, No.1, 201210035993 Al * 212012 Nangia 705/14.4 pp. 11-23 (1993). 201210063574 Al * 3/2012 Or-Bach et al. 379188.23 2013/0022191 Al * Kalva, H., et al., "Delivering Object-Based Audio-Visual Services," 112013 Or-Bach et al. 3791218.01 IEEE Transactions on Consumer Electronics, vol. 45, No.4, pp. 1108-1111, (1999). FOREIGN PATENT DOCUMENTS Schmandt, "Phoneshell: the telephone as computer terminal," Pro- EP 1120954 A2 ceedings offirstACM International Conference on Multimedia, Ana- 8/2001 EP 1120954 A3 8/2001 heim, CA, US, pp. 373-381, (1993). EP 1225754 A2 7/2002 Himberg, J., et aI., "Time Series Segmentation for Context Recogni- EP 1225754 A3 7/2002 tion in Mobile Devices", IEEE, 203-210, (2001). EP 1351477 Al 10/2003 Schmandt, et aI., "Phonetool: Integrating Telephones and Worksta- EP 1545101 A2 6/2005 tions," IEEE Communication Society, Nov. 27-30, pp. 0970-0974, EP 1545101 A3 6/2005 (1989). EP 774853 Bl 5/2006 EP 1874018 Al 112008 Basinger, R. G., et aI., "Calling Card Service-Overall Description JP 8242307 A 9/1996 and Operational Characteristics", The Bell System Technical Jour- JP 2004274425 A 912004 nal, (1982). WO WO-9819259 Al 5/1998 Cadiz et al. "Designing and Deploying an Information Awareness WO WO-9820409 A8 5/1998 interface" CSCW'02, Nov. 2002, ACM, pp. 314-323. WO WO-9840826 A3 9/1998 Corcoran et al. disclose "User interface technologies for home appli- WO WO-9856158 A3 12/1998 ances and networks", IEEE Trans. Consumer Elect.; pp. 679-685, WO WO 9848551 A3 4/1999 (1998). WO WO-0131497 Al 5/2001 Friedrich, "Graphical-User-Interface Module Eases Integration," WO WO-0157851 Al 8/2001 WO WO-0165871 Al Wireless Systems Design, Oct. 2004, 3 pages. 912001 WO WO-0217604 Al 212002 Steul, D., "Redefining the Call Center: Customer Service on the WO WO-2004049306 Al 6/2004 Internet", Alcatel telecommunications Review, Alcatel, Paris Cedex, WO WO-2004064299 A2 7/2004 FR, 6, (Mar. 2000). WO WO-2004064299 A3 7/2004 Balachandran, R., et aI., "Dialog System for Mixed Initiative One- WO WO-2007012831 Al 212007 Turn Address entry and Error Recovery," Proceedings of SIGDIAL WO WO-2007081929 A2 7/2007 2009, the lOth Annual Meeting of the Special Interest Group in WO WO-2007081929 A3 7/2007 Discourse and Dialogue, pp. 152-155, Queen Mary University of WO WO-2008086320 Al 7/2008 London, Association of Computational Logistics, (2009). WO WO-2009006173 A2 112009 WO WO-2009006173 A3 112009 * cited by examiner WO WO-2009100477 Al 8/2009

u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 1 of92 co .0 (.) C 00 00 00 00 0 0 0 0 ...-- ...-- ...-- ...-- c c c c .Q .Q .Q .Q ...... ...... ...... ...... co co co co • • • c c c c ...... ...... ...... ...... C/) C/) C/) C/) (]) (]) (]) (]) 0 0 0 0 (9 LL -. (]) (]) oo::::t c (]) c 0 0 ...-- (.) 0 ..c .- ..c 0. >0. (]) (]) :::J 0- ~ -- C/) :> co N 0 ...-- '- (]) co <D () 0 ...--

~ u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 2 of92 co .0 (.) C 00 00 00 00 0 0 0 0 ...-- ...-- ...-- ...-- c c c c .Q .Q .Q .Q ...... ...... ...... ...... co co co co • • • c c c c :;:::; :;:::; :;:::; :;:::; C/) C/) C/) C/) (]) (]) (]) (]) 0 0 0 0 <D ...-- ...-- >. co z 3: (() I- (]) ...... if) co T""" a.. (!) ...-- (9 ...-- LL -. a.. 0 > (]) .0 C (]) + 0 oo::::t (.) .> ID ..c 0 '- ...-- 0 Q. (]) ...... 3: :::J ...... .0 O:::J C/) (]) Q. :> N z E 0 ...-- 0 - () N ...-- ...-- '- (]) co <D () 0 ...--

-~ ~ ~ ~ ~ ~ ~ ~ ~ - -~ - ~ ~ ~ ~ ~mnmn n:~ m~t~m~ ~ 7Jl • Destination 1.r 202a Board ~ = m n m! Number I -Maln-Menli mn m _ ~ m - n nnmm n n n.l_ I r 222a 108a J I I i I c i n n ('D I Press 2 for Press 3 204a 11 Pizza Orde N Pre,ss 0 for 206a Order maIn menu N .... o Status 7\ .j;o. 220a J ]210a rFJ =- 212a ('D Press 2 for ..... ('D r1 Press 1 for Press 1 to tal k to Non-Veg .j;o. 208a.l I the Executive Veg o ..... \0 , C?<J , N 218a V Press 1 for Press 2 for I r 216a t-I f1 Home Take d 214a..ll Delivery Away rJl QO \c = ,--- - w -= FIG.2A -....l W = N

~ ~ ~ ~ ~ ~ ~ 7Jl • Device 108a 1---------------------------------------------------------------- ~ = Destination 202b Board number 1 102b 206b c ("D Pizza Order N Order Status 204b .J I 2 N 3 .... o 110 .j;o. 210b rFJ =- 212b Talk to ("D ..... Veg Non-Veg ("D Executive Ul 208b 1 2 .... o 1 \0 N Home Take 216b Delivery Away 214b 1 2 d rJl I I 222b- y ------ QO L_ \c = w FIG. 28 -= -....l W = N

~ ~ ~ ~ ~ ~ ~ 2~-7- 7Jl • Device 108a Destination ~ = Board number 1 102b .J I c Pizza Order ('D • rder Statu 204c .J I r;$ 2 N 3 N 110 .... o .j;o. 210c ';#:2 , 1 I I _ 212c Talk to rFJ =- Veg Non-Veg Executive ('D ..... ('D 208c ./ I #1 I 116 0\ .... o \0 N Home Take 216c Delivery Away 214c.J I Q 1: 1 2 d /' : rJl QO -- -- -- -- --- -- -- - -- \c = w -= FIG.2C -....l W = N

~ -~-" ~ ~ ~ ~ ~ ~ ~2 7Jl • Device 102b ~ = Welcome to our Pizza place. Please press 1 to check your order status or press 2 to make a new order 222 c 206c ('D 204c rder Statu Pizza Order 8 1 N 226 N .... o .j;o. Please press 1 for vegetarion order or press 2 for non-vegetarian pizza order rFJ =- Non-Veg l! 210c ('D 208c \J ..... ('D Veg 224 1K2 #1 -....l o ..... \0 N 222c d rJl QO \c = w -= FIG.2D -....l W = N

~ ~ r-y~ ~. 3~ ~H ~ l.f~ ~ ~ ~ ~ ~ ~ e • 7Jl • 312 y 11 Device 0 ~ a (ComputerISmartphone) )302 4 V Radio Display "" ....:!!o. 326 ...... Interface c Gateway' ('D j304 N Y""' 314 N .... V 0 Central Processing Unit Network .j;o. , Network ....:!!o. "" --'- ...... Interface 324 ) rFJ 112 =- 316 ,; V ) 306 ('D 102a ..... ('D V 3 Memory QO .--- Memory .... o Card \0 N a Visuphone I n put/Output 3 -H Keyboard .,. I I I"" 104 interface Visual Menu Database b -.J Mouse 308 'I d Other Applications 2 USB rJl 310 QO \c = i w -= -....l W = FIG.3A N

~ I~ ~y-~ ~ ~ ~ ~ ~ ~ ~ ~ 7Jl • f 312 y 11 Device o (ComputerfSmartphone) ~ = j302 Radio .... 324 Display .", Interface Gateway' c ("D f 324 N f 314 Central Processing Unit N /" .... o 304 Network .... ,. Network " , , .j;o. Interface Memory 112 f 316 rFJ =- 102a 3' VOIP Application Memory V ("D ..... ("D 340 ;-- ~ Card \0 .... o 3: Visuphone Input/Output .... \0 N I I 104 interface LI- ~ Keyboard ( 3: Visual Menu Database ..... , USB 308 306 Other Applications - ~ Mouse I d 310 rJl QO \c = w -= -....l FIG. 38 W = N

o:~ a~ ~ -~-r_'_ ~ .~ u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 10 of 92 o N C") rnJ[l] N 00 o o -.::t -.::t "-----... GG GEJ >. -. o .0 ()) en (]) c -.:::t .§. 00 I'-- GG > ...... 0... co I (9 (]) <D .... ......Q. o ~ L!) -- (.) E -.::t LL :::J 0 GG (f) I C") e "0(.) N ...-- Q. 3: GG (]) z GG (.) N o ...--

~ ~ ~Gateway ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ 7Jl LrE; • 110 Display ~ = 512 J PSTN 112 'I' " Device c (Computer) 4 'f526 102b ('D ,II 'II N 514 Network V Display Interface L.. 502 J N I' .... o Interface .j;o. ... V 518 516 Central Processing Unit .. 504 J I' Mouse --"- rFJ =- ('D 520 ..... ('D .... Memory .... Keyboard Input! .... o Output 522 .- Visuphone "' \0 interface -;- Speaker I N I 104 524 Visual Menu Database Camera V L 7 "' 506 J 308 t: 23 Other Applications d Microphone V'" --"- .... rJl 510 QO \c = w -= -....l FIG.5 W = N

-~- o~ o:~ u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 12 of 92 N ..-- l!) o en co l"- I <0 l!) """ I C'/') N ..-- \ --------------------------------------------T-------------- '\ co o o N ..-- ..-- <0 CD <0 <0 C) LL """ o <0 o <0 <0 " >. .0 N o <0 D...ro _0.. u E ::J 0 U u o ..... N 0..>- 5:>< (]) z .0 N o ..--

u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 13 of 92 ...... (.) I"-- (]) (]) c "- (]) 0'> (]) C C) co (.) C/) 0 "> 3: Q. () e .0 LL (]) (]) s 0 (Q " <D 0 I'-- " oo::::t 0 I'-- " N 0 I'-- .0 N o ...--

~g u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 14 of 92 <D '<j" N 00 0 0 0 0 00 00 00 00 " " " " C/) c .Q ...... co (.) Q. Q. « '- (]) ..c ...... 0 E (]) ...... C/) (]) CO >. '- C/) co if) '- (]) 3: (9 0> > "E c .;:: ...... co 0 LL co I '- (]) Q. 0 (]) c 0 ..c Q. :::J C/) :> " 00 '<j" 0 ...--

~ ~ ~ ~ ~ ~ ~ 7Jl • VisuPhone r 902 Detection Module ~ = r 904 Search Module c r ('D 906 N Display Module N .... 0 r .j;o. 90B Connection Module ../1 r 104 rFJ =- 910 ('D ..... ('D Voice Module .... Ul r .... 0 912 \0 N Advertisement Module r 914 Update Module r d 916 rJl QO Customization Module \c = w -= FIG.9 -....l W = N

~ ~ ~ ~ ~ ~ ~ 7Jl • 1012n 1012a 1004.11 Remote Repository ~ = Audible IVR Audible IVR •• menu menu Repository Repository c Remote Server ('D 1002 • • N Destination N Destination .... o .j;o. Device 108a rFJ =- 1006 computer ('D Visual Menu ..... ('D Network .... Database 0\ 308 .... o \0 N 102 PSTN Gateway d 1008 rJl QO \c = 1010 w -= FIG. 10 -....l W = N

~ ~ ~ ~ ~ ~ ~ ~ u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 17 of 92 co .0 00 00 0 0 ...-- ...-- qeo ~ Ol pJ8MJO.::l '2: c c .Q .Q ...... ...... co co oo::::t c c 0 ...... ...-- ...... ...-- C/) C/) (]) (]) 0 0 co 00 -.....: 0 ...-- -:f{J '"'S Q 0 ...... T""" ...... T""" qj (.) (]) (9 N c 0 c ...-- C;;0 LL 0 ...-- () <D n,' oS ...-- 0 1J' ...-- ...-- § (j ...-- ...-- (]) c (]) (.) o oo::::tl "5.0 '> (]) :::J"'-- 0 C/) :> N o ...--

u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 18 of 92 N ...-- N ...-- <D ...-- N ...-- <D o N ...-- '<j" o N ...-- E (]) "0 o (9 :2: LL >. co ~ "- 3: 0 3: (]) ...... ...... co (]) z (!) ...-- 00 ...-- N ...--

u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 19 of 92 c .Q ...... N co ...-- c ('I') ...... ...-- (J) (]) 0 o ...-- ('I') ...-- <D o ('I') ...-- N o ('I') ...--

~ ~ ~ ~ ~ ~ ~ A~-onlD )~ ~ ~i ~;.~ 7Jl • ~ = I(!) Add-On IE 1410 1402 c 1404 ('D FIG.14A N N .... o .j;o. 1414 1420 rFJ =- ('D ..... ('D N 1422 o o .... ..! 7 1412 ---""'-) \0 N FIG.14B 1428 1430 1432 (----> .L d .J ) c::::J Add-On rJl c;;u j, ( 1424 {"'"'"' QO \c = w -= FIG.14C -....l W = N

u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 21 of 92 Start 1502 Detect phone number of a destination dialed from a device 1504 Search for IVR information in visual menu database on the device No Yes 1508 Display the visual menu and associated information 1510 Detect input from caller on the visual menu 1512 Connect to the destination based on inputs from the caller 1516 Maintain the connection till caller or destination disconnects FIG.15A

u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 22 of 92 1518 Connect the device to a remote repository 1522 Update the visual menu database from remote repository Is the visual menu available in updated visual menu database? 1526 Update the remote repository Stop FIG. 158

u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 23 of 92 Any menu selection No detected on the device? 1530 Provide the dialed number as a destination to remote repository Stop FIG.15C

u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 24 of 92 1558 Connect device to a remote repository Is there an updated version of the visual menu in the remote repository? FIG.15D

~ ~ ~ ~ ~ ~ ~ 7Jl • if 1620a Device Destination ~ = Memory 1620b Database Construction Destination System c 1606 ('D • 1604 N • N 1620n .... o Records Database .j;o. 1608 Destination Gateway rFJ =- 1616 ('D ..... ('D Processor N Ul 1610 .... o \0 N 1612.11 Network Interface d rJl QO 1602 \c = w -= FIG. 16 -....l W = N

.~ u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 26 of 92 0 00 0 ...-- N 0 I'-- I'-- I'-- ...-- ...-- ...-- " " " E (]) ...... ...... c C/) >. (]) if) « (]) 0'> « c :::J (]) I"-- .Q c "0 ...... 0 :::J .Q T""" (.) ...... :2: "0 :::J 0 (.) ...... '- C :::J :2: (9 C/) ...... '- .Q c ...... C/) "0 co LL co 0 c () 0 0 () co c (]) c 3: C/) (]) co 0 0 C/) co .0 C/) 0 co '- ...... .0 (]) co co a.. ...... co 0 0

~ ~ ~ ~ ~ ~ ~ ~ ~ 7Jl • Database Construction Agent L .. ~ = 1722 ... Targets List Module , I ;:0 I (J) "0 0 IVR Tracking Module (J) 1726 -'1 ;:::;: 0 c -, IVR Logic Module '< ('D () I .. 0 Records N ::l , ..L 1720 ~ ..... ::l 1728 Database ... Tree storage Module N , (J) .... o ..... (") o· r-t- ! .j;o. 1730 ::l ... ,. Dialog Module , 1608 0 Q. c rFJ 1732 \... Speech Recognition =- (J) ('D Module ..... ('D 1734 '1 N -....l Response Module o .... I 1738 \0 N 1736 VOIP Connection Module I \..1724 , , , , , \, , , , , , , VOIP Application d ,.., ...r 1740 , .... Destination , , , .... rJl , , , , , QO , ~ _____________________________________________________ ______________ J \c = w -= FIG. 178 -....l W = N

,~ ~ ~ ~ ~ ~ ~ ~ ~ ~ 7Jl Database Construction Agent • ... 1722 "- Targets List Module , ~ = "- :::0 I CD "0 0 IVR Tracking Module (J) ;::::;: 0 ...., c IVR Logic Module '< 1726 ~ ('D I (") 0 Records ... ., 1720 1.£ N ::J .... 1728 ::J Database .... ... Tree storage Module N ,. CD .... o "- ...... (") ! 0" .j;o. 1730 ::J ... .... ... Dialog Module 1608 0 Q. c rFJ 1732 \.. =- Speech Recognition CD ('D ..... ('D Module N QO .... o 1734 ~ Response Module I 1738 \0 N 1737 IVR Connection Module I "-1724 I d rJl Destination QO \c = w -= -....l FIG.17C W = N

u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 29 of 92 Start 1802 Connect to a destination Analyze a first level of the audible IVR 1804 menu 1806 Store the information regarding the audible IVR menu in a database No 1810,-- Analyze the sub-menus 1812 Store the information regarding the sub-menus in the database Yes Stop FIG. 18

~ ~ ~ ~ ~ ~ ~ ~ ~ ~ 7Jl • Category A ~ = .... Dial Tone Selection ,. 1904 c ('D Category B Starting Questions N "- ,. and N .... o 1906 Dial Tone Selection .j;o. IVR - Categories rFJ Category C Personal Information =- ..... , ('D and ..... ('D 1908 Dial Tone Selection (.H o o .... \0 N Dial Tone Selection Category D and/or , 4 ..... Natural Language Selection 1910 d rJl QO \c = w FIG. 19 -= -....l W = N

~ R_e_c_or_d_D_a_t_abr-a_s_e_c_o_n_te_n_t_~J ~ u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 31 of 92 __ 2002 ~,- v Please enter invoice number 2004a J Please enter the payment amount 2006a J Please choose your payment card: 2008a .-/ Press 1 for VISA or 2 for MasterCard ! Please say or enter your 2010a .-/ Credit Card number 1 Please enter your Credit Card 2012a .-/ expiry date FIG.20A

~-I ~- :-Plea-se-entery-ourCredit-ca;:d-e~pirydate-: ~-I u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 32 of 92 2014 Payment Form for ABC r------------------------------------------------- : Please enter invoice number: : I I /i I I i 2004b I I I ________________________________________________ J : Please enter the payment amount : I ) I Ii 2006b I I : ________________________________________________ J I : Please choose your payment card: 2008b Jl t) VISA 0 MasterCard I I ______ I : Please enter your Credit Card number : ) I Ii 2010b I I I ________________________________________________ J I I ) I Ii 2012b I I I I I ________________________________________________ J 2016 '{ Submit J FIG.2GB

~ ~ -~ ~ ~ ~ ~ ~ 7Jl • Device ~ = 2102c 2102a f Destination Destination Property 1 Property 1 C Property 2 ('D Property 2 Property 3 Property 3 ~ N • • • • N .... 0 Property n Property n .j;o. I I • f K 102 • rFJ =- • ('D ..... ('D / \ 2102b (.H (.H I .... ~ .. ~ .. I 0 ..... / \ Destination f2102n \0 N Property 1 .. Property 1 / Property 2 Property 2 Property 3 • Property 3 • • • Property n d Property n rJl QO \c = w -= FIG. 21 -....l W = N

>~ ~ ~ ~ ~ ~ ~ ~ 7Jl • Device I ---------------------------------------------------------------, I I I ~ = Board I I number 1 2208 I I C Pizza Order I ('D • Order status N 2206./ I ~ 2 3 N .... 0 .j;o. 2212 102a rFJ =- Talk to ('D Veg Non-Veg ('D ...... Executive I 'ff2 2214 #1 I (.H :2210 , 1 .j;o. o .... I I 7. I \0 N Home Take 2218 Delivery Away d :2216- Q 1 2 rJl QO L __________ )' __________________________________________________ _ I \c = 2202 w -= FIG.22 -....l W = N

u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 35 of 92 Start 2302 Identify phone number of a destination dialed from a device Determine a location code associated with current location 2304 of the device Determine a business category associated with dialed 2306 phone number Search for destination phone numbers matching the 2308 business category of the dialed phone number stored on a database Yes 2312 Search for at least one destination phone number from the destination phone numbers based on location code FIG.23A

u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 36 of 92 2328 Request updates from a server 2330 Receive updates from the server Store updates in the database 2332 on the device FIG. 238

u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 37 of 92 2314 No 2326 Display a visual IVR menu of the dialed destination phone number Display the at least one destination 2316 phone number and associated properties 2318 Select a destination phone number, Display a visual IVR menu of the 2320 selected destination 2322 Select an option from the visual IVR menu 2324 Connect to the selected option of the destination Stop FIG.23C

u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 38 of 92 Start 2402 \.. Identify a number of destination dialed by a caller of the device Search for an advertisement associated with the number in a database Display the advertisement on the device Is a selection of Yes advertisement No by the caller detected? Stop FIG. 24

u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 39 of 92 +-' C "'0 (]) 0 l- +-' 0 C 5 0 c () (j) 0) (j) co (]) 0 « (j) Q. co I- .e (]) l- L() ------ (]) +-' co N C +-' +-' C co (]) (9 (]) 0 (]) (]) (j) LL co "'0 (j) I- co (]) 0 a.. (]) () a.. (]) 0::: 7 N co co o '<j" <D L!) o o N L!) L!) N N

~ -~- -~- ~ u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 40 of 92 o ...-- L!) N - 0 '--" N >- +-' +-' "'0 C +-' l- (]) (() 0 E t... "'0 5 L() ..c c (j) N ::J (j) E (f) co 0) C) t... 0 Q. 0 LL I l- I- L1. (]) (]) c: +-' +-' C C 00 (]) (]) C) 0 0 (]) L!) (]) ...J N (j) (j) co co (]) (]) a.. a.. .0 .0 '<j" <D 0 0 L!) L!) N N

,~ ,~ ,~ ,~ u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 41 of 92 Start 2602 Dial a phone number of a destination Display a visual IVR menu corresponding to the dialed 2604 "- number on caller device , 2606 Select an option from the displayed visual IVR menu Display a form indicating the information required by the 2608 "'\... IVR of the destination ,II 2610 "'\... Fill the information in the displayed form " 2612 "'\... Establish a connection between the destination and the caller device Stop FIG. 26

~ r-~- ~ ~ ~ ~ ~ ~ 7Jl • : ___________________ evice D , I n~r I ,------- I --- /2704---------------------------" I ~ = 1 2708 C ('D lr rder statu, 8 2702 3 2708" I ~ N .... 1 0 .j;o. 212 -2714 102 rFJ =- ---, Talk to ('D ('D ...... Veg Executive .j;o. tJ1 N 271 , 1 o .... \0 N ./"2720 Home TakeAway 2718 Scheduling / 2716" I Delivery d 1" Mode t:t 1 2 rJl /\ 2700 QO I \c 1 ______ ----------------------------------------------- ________________________ _ = w -= FIG. 27 -....l W = N

~ ~ ~ ~ ~ ~ ~ 7Jl • Device Board ~ = number 1 2806 2808 Personal c NRI Banking Banking ('D 3 V 2 2802 N N .... o 2826 .j;o. Investment Accounts Deposits Money 2810 2 1 Transfer 1 2 102 rFJ =- 2812 - 2824 ('D ..... ('D Saving AlC CreditA/C Talk to .j;o. (.H 2 1 o .... Executive 9 \0 N 2828 2720 Check I I Talk to Report lost Scheduling Balance 1 executive 2 card 1 Mode d 2818 '- 2820 2822 rJl QO \c = FIG. 28 w -= -....l W = N

~ ~ ~ ~ ~ ~ ~ 7Jl • Device ~ = 2904 ¢ L> March 2011 Mon Tue Wed Thu Fri Sat Sun c ('D 2 3 4 1 N N 7 8 9 10 11 5 6 .... o f 2902 .j;o. 13 12 14 15 16 17 18 25 22 21 23 24 19 20 102 rFJ =- ('D ..... ('D 31 28 29 26 27 30 .j;o. .j;o. o .... \0 2906 N i i Time < HH..(71 MM..(71 SS..(71 AM..(7 / d rJl 2900 QO \c = w FIG. 29 -= -....l W = N

u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 45 of 92 Start 3002 Dial a phone number of a destination from a device Display a scheduling mode option and a visual Interactive 3004 Voice Response (IVR) menu associated with the dialed destination 3006 Switch the device to a scheduling mode 3008 Save a selection information including one or more options of the visual IVR menu 3010 Save a call schedule including a date and time information Wait for the call schedule's date and time " 3014 FIG.30A

u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 46 of 92 A w 3016 Dial the phone number of the destination ,II 3018 \.. Request information from the destination based on the selection information ,1/ 3020 Receive the information at the device ,II 3022 Save the received information at the device ,II 3024 Display the received information at the device ,II Stop FIG.30B

~o u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 47 of 92 co 00 o ...-- ('I') o ...-- ...-- ('I') (9 LL co N -. 0 (]) ...-- c 0 (]) ...-- ('I') c (]) 0 co ('I') u..c 0 .- a.. ..c oo::::t > (]) Q. 0 ...-- (])- :::J 0:0 C/) ('I') :> 0 - :2: <D o ...-- ('I') '- (]) co ()

~ u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 48 of 92 c _Q ...... co u .n c 00 (]) 0 :::J c ...-- (]) E u 0 C"') E-> ..c o (]) Q. :::J 00 .n en :> ..;;t "0 0 c ...-- 0 u C"') (]) (j) o ...-- ...-- C"') -- co "'-0 N 0 (]) ...-- 0 C (]) ...-- c C"') (])O co u..c C"') 0 -- a.. ..c ..;;t > (]) Q. 0 ...-- (])- :::J en 0:0 C"') :> 0 <D o ...-- C"') '- (]) co o

~ ~ ~ ~ ~ ~ ~ 7Jl • 3114 ~ = Network Gateway c ('D N 3108b N .... o Second Communication 3106 .j;o. Device Device (Computer + VOIP) PSTN Caller rFJ Visuphone =- Visuphone ('D ..... ('D 3104b 7 3104a 7 .j;o. \0 o .... \0 N l' 3100 d rJl QO \c = w -= -....l FIG.31C W = N

~ ~ ~ ~ ~ ~ ~ 7Jl • 3114 ~ = Network )J Gateway J( c 3108b ('D N Second Communication N .... o Device Device .j;o. (Smartphone) Caller Visuphone Visuphone rFJ 3104b 7 =- PSTN 3104a 7 ('D ..... ('D 3106 Ul o o .... \0 N \ d rJl 3100 QO \c = w FIG.310 -= -....l W = N

u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 51 of 92 ---, c I.Q I ...... IE N I "- .0 (V) IQN Ico C) I"-N 1"0 ('I') ds LL 1(.) lID if) N 0 N ('I')

~ ~ ~ ~ ~ ~ ~ 7Jl • ~ = Packet Version Traffic Class Flow Label 3302 3304 3306 Next Header Hop Limit Payload Length c 3310 3312 ('D 3308 N N .... o .j;o. Source Address 3314 rFJ =- ('D ..... ('D Ul N o .... Destination Address \0 3316 N 3202a d rJl QO \c = FIG. 33 w -= -....l W = N

u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 53 of 92 Start 3402 Search, at a first communication device, for a data network No a first section of a packet to the second communication Yes device as Dual-Tone Multi- frequency 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 US 8,903,073 B2 Dec. 2, 2014 Sheet 54 of 92 Receive an acknowledgement message based 3412 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

~ ~ ~ ~ ~ ~ ~ 7Jl • 3508a ~ = First party device 3508b c ('D First party 3502a N device N .... o 3506 Device .j;o. 3508c (Mobile Phone) PSTN Caller rFJ =- First party Visuphone ('D ..... device ('D 3504 7 Ul Ul • o .... • \0 N • 3508n First party / device d 3500 rJl QO \c = w -= FIG.35A -....l W = N

~ ~ ~ ~ ~ ~ ~ 7Jl • 3512 3508a ~ = Network Gateway 1(' First party ')\ device 3508b c ('D N 3502b First party N .... o \ device .j;o. 3506 Device 3508c (Computer+VOIP) PSTN l -- rFJ Caller =- - I Visu-ph-on-e - ('D First party ..... ('D device Ul 3504 7 0\ o .... • \0 • N • 3508n First party l' device d 3500 rJl QO \c = w -= FIG. 358 -....l W = N

~ ~ I~ ~ ~ ~ ~ ~ ~I ~ ~ ~ 7Jl • "\ I r 3512 3508a = )l Network Gateway 1< First party 1.1 device 3508b '\. \ #..../ C ('D N First party I~ 3502c 1 N .... device \.,. 0 .j;o. ,.3506 Device (" (Smartphone) 3508c I PSTN rFJ < Caller =- ('D \ First party Y ..... Visuphone ('D II device Ul ----.l 3504./ .... 0 • "" / f>--/ \0 N • 3508n • / Cellular First party J NetNOrky device d rJl 3500 QO \c = w -= --...l FIG.35C w = N

~ V~u~h~n; ~ ~ ~ ~ ~ ~ 7Jl • 3508a 3602 ~ = First party Third party device device 3508b c ('D First party N 3502a device N .... o 3506 .j;o. Device 3508c (Mobile Phone) PSTN - -I Caller rFJ =- First party [ ('D ..... ('D device 3504 7 Ul QO • o .... • \0 N • 3508n First party l' device d 3500 rJl QO \c = w -= FIG. 36 -....l W = N

~ ~ ~ ~yice ~ ~ ~ '~'~ ~ ~ ~ 7Jl • ________________________ Board 3704 , ~ = 1 , number 1 , : , 3708 I 3720a i c Communication ('D rder Statu e 3 Option , N :;-370 N .... o 13720b: .j;o. , , i ' , 3714 Communication 3712 , 3502 Option rFJ Talk to =- ('D Veg Non-Veg • · Executive ('D ...... t/1 '$2 , Ul 3710 , 1 , \0 .... o , 7. : , \0 N • I 3720ni Communication Option Take Away I Home r 3718 Del ivery 2 3716 ..I d rJl L ___________ __ ~ _________ _____________________________________________________ , QO \c = FIG. 37 w -= -....l W = N

~ ~ ~ ~ ~ ~ Bo-ar-~-[(-38-04-.(-3~-02 ~ 7Jl • Device ~ = number ----- 1 3806 3808 ..L3720a c Personal NRI Banking ('D Banking Communication 3 Option N 2 N .... o 3826 .j;o. f 3720b Investment Accounts Deposits Money Communication 2 Transfer 1 2 3502/ 38101 1 1 rFJ Option =- 7< ('D 3812 - 3824 ..... ('D II Credit~C • 0\ Saving ~C Talk to o o .... • Executive 9 \0 N 3828 • f3720n Communication Check Talk to Report lost Option Balance 1 card 1 d 3818 3820 3822 rJl 1 ____________________________________________________________________________________________ _ QO \c = w FIG. 38 -= -....l W = N

~ .~ u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 61 of 92 to o 0') C'? E (]) "0 o _-.N o <0 co 0') o C'? L(') C'? >- t (]) <0 (.) D.. .- > ....... (]) 0 l..L

u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 62 of 92 Start 4002 Receive, at the device, a call from a phone number of a first party device 4004 Compare the phone number of the first party device with the phone numbers stored in the device 4006 Display the visual IVR menu 4008 Display one or more communication options 4010 Select a communication option 4012 Establish a communication session based on the selection Stop FIG. 40

u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 63 of 92 co (.) C <D <D <D o o o ...-- ...-- ...-- '<j" '<j" '<j" co co co co(]) E ~ ••• E (.) E ~ E ~ (])O_ (])O_ (])O_ (])O_ ...... > ...... > ...... > ...... > >< (]) >< (]) >< (]) >< (]) LlJO LlJO LlJO LlJO (]) .0 co t N o o a.. ...-- '<j"

u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 64 of 92 <D o N '<j" co N o ...-- '<j" ••• • 111. 111111 • ••• • 111111 ••• ..... . ••• N o N '<j"

u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 65 of 92 v 0.. o ...... 0.. co .....J

u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 66 of 92 co N o ...-- '<j"

,~ u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 67 of 92 co N o ...-- '<j" o L!) '<j"

u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 68 of 92 (0 -.:::t C) LL " (]) E co "- LL (]) "- ...... :::J (.) a.. \ N 0 <D '<j"

D~I\ I~ u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 69 of 92 co N o ...-- '<j" " 0 C (]) (]) "- (.) 0 C/) if) a.. (!) 0

"~ u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 70 of 92 D: co N 0 ..-- """ >. co 00 0.. ""'" 0 (9 LL - L- 0 u (l) "0' L- a.. N o co o """ co """ """

-~- ~ u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 71 of 92 N o .0 '<j" o en '<j" c (]) (.) C/) >. co 0'> N o 0.. en ~ eN C/) '<j" "0 o "- (]) z (]) "E e> co ON .....J co N .!:::! a.. 1 ______ ---------------------------------------

~ ~ ~ ~ ~ ~ ~ 7Jl Portable Device • 5002 ~ = Radio Display Interface c Processor ('D Connection Manager N 5008 N .... o .j;o. 5004 5020 5014 4102 Network rFJ =- Interface ('D ..... ('D 5006 -....l N .... o Memory \0 5018 N Operating System 1010 d rJl QO \c = w -= FIG. 50 -....l W = N

~ ~ ~ ~ ~ ~ ~ 7Jl • Portable Device 5012 5002 ~ = Radio Display Interface c ('D Processor N Connection Manager N .... o 5008 .j;o. 5004 5014 5020 4102 rFJ =- Network ('D ..... ('D Interface 5106 -....l (.H o .... Memory \0 N Operating System 5010 d rJl QO \c = w -= FIG. 51 -....l W = N

~8 '-"~ u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 74 of 92 co .0 (.) C <D <D <D <D o o o o N N N N U') U') U') U') co co co co ••• E ~ E ~ E ~ E ~ (])"- (])"- (])"- (])"- ...... > ...... > ...... > ...... > >< (]) >< (]) >< (]) >< (]) LlJO LlJO LlJO LlJO N L() (]) (.) (9 "> (]) c (]) LL 0 o 001 ..co (]) Q.N .0 :::JU') co C/) ...... :> N '- 0 0 a.. N U') N U') (]) oo::::t (]) > 0 N C/)(]) U') ::JO

'-~ :J~ u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 75 of 92 co .0 C (.) <D <D <D <D o o o o N N N N U') U') U') U') ••• ("') L() (]) N .> (9 (.) 0 (]) N c (]) LL U') 0 o 001 ..co (]) Q.N .0 :::JU') co C/) ...... :> '- 0 a.. '<j" o N U') (])._ C/) >

D~ ~-~ u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 76 of 92 (]) (]) 0 0000 .0 (.) co .- ...... > DODD <D '- (]) o 00 a.. N N oo::::t o oo::::t L!) N o N L!) •• 11 ••• I!! ,. •• . ••• • :IIi .II! ••• ,. .. . ••• ••• "'". oo::::t o N oo::::t N o N oo::::t

IE-.;~ u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 77 of 92 N o (]) (]) N 0 0000 L{) .0 U co ":;: 0 0 0 0 t (]) DODD 00 a... N o oo:::t" L{) >. co L() 0.. L() "~ o t9 LL N o oo:::t" L{) o L{) L{) L{)

~-~ u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 78 of 92 (]) (]) 0 0000 .0 (.) co "::;: DODD t (]) 00 DODD a.. (9 LL

u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 79 of 92 0 0000 (]) (]) .0 (.) co .- 0 0 0 0 14'----+1 ...... > (]) '- DODD 00 a.. N o oo::::t N L!) o N L!)

~t3 ~ u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 80 of 92 00000 <D<D .0 (.) ro·- --- 0 0 0 0 ...... >..... , r- DODD", N o oo::::t N L!) o N L!) co L() (9 /' LL " Q. o ...... Q. ro .....J " N o ("I") oo::::t

u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 81 of 92 (]) (]) .0 (.) co .- ...... > (]) '- 00 a.. N 0 N L!) (j) L() C) LL (]) E co '- LL (]) '- :::J ...... (.) a.. N o <D oo::::t

I~ u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 82 of 92 (]) (]) 0 0000 .0 (.) , ... co "::;: , DODD ..... t (]) 00 r-- DODD ~ a.. '\ N o oo::::t N L!) 0 N L!) " c 0 (]) (]) '- (.) 0 C/) if) a.. (!) 0

~E"'- -~- [g]~ u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 83 of 92 co '<j" 0 ...-- <D N 0 (]) (]) N .0 (.) co .- L!) ...... > (]) '- <D 00 0 a.. ...-- <D c (]) (]) '- (.) if) >. '- co "0 (]) '-.0 Q. C/) 0> N :::J (Q 0 0 C ...-- ~ eN (]) <D 0> o '" '- '- co (]) z "E .....J ON co N .~ a.. 1 ______ ---------------------------------------

,~ ~ :§~ ~ ~ ~ "-~ ~ 2~ u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 84 of 92 N ...-- ~ ( "- N 0 <0 3: ...... (]) Z II' ~(]) "- (.) o co 3:'t: ...... (]) (]) ...... ZC N <0 - - - " N (]) (.) '<j" (0 "> ...-- N (9 (]) 0 <0 LL (]) .0 co "- t (]) 0> E 0 co a.. (]) c ...... co C/) "- >. >. 0 "- wool C/) 0 cO <01 '<j" C/) E 0>0 0 (]) N (]) (.) e (.) <0 co (]) a.. \..., "- c (]) N C Q. 0 0 0 N () <0 " N o N L!)

u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 85 of 92 Start 6302 Search, at a portable device, for an external device No 6306 Connect to the detected external device 6308 Display contents of display of the portable device on a screen of the external device Stop FIG. 63

u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 86 of 92 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

u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 87 of 92 A " 6412"'\.. Establish a connection between the portable device and the detected external device 6414 \.. Display contents of display of the user device on a screen of the external device Stop FIG. 648

~ ~ ~ ~ r-~/~ ~ ~ ~ ~ 7Jl • Device -------------------------------------------- ~ = Board I V- 6502 Number 1 I I 6508: J 6520a c I I I ('D I Contact I rder Statu e 3 I N I Option I I N .... o .j;o. J 6520b I I Contact 6512 6514: 102 rFJ Option =- Talk to ('D ..... ('D Veg • Executive I QO t/1 I QO 6510 I , 1 o .... I • I I \0 I N I • f 6520n Contact Option Home Take Away r 6518 d Del ivery 2 6571 ..I Q rJl 1 /'! ___________ _ QO ----------------------------------------------- \c = w FIG.65 -= -....l W = N

~ -~- ~N ~ ~ ~. u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 89 of 92 N o <D <D 00 '<j" ...-- 0 <D <D <D <D " (]) :::J ...... o .;::: ............ roC'? ...... :::J"'-- if) (.) ~(]) til_ '-- N >-''-- ...-- (]) (]) '-- (]) E(]).o <D .> (.) o .;::: E...-- <D (]) I (]) :::J 0> (0 0 02 (0 (9 '-- (]) LL "EN ~ a.. ...-- " 0> <D 0 <D <D 0 ...-- <D <D N o ...--

~ ~ ~ ~ ~ ~ ~ 7Jl • Device ------------------------------------------------------------ ~ = XYZ Airlines If 6704 Board Number V 6702 1 C 6720a ('D N XYZ Domestic N .... Airline Contact 0 .j;o. 6710 Option Status Other Booking Inquiry Inquiry rFJ 2 =- 102 6720b 3 4 ('D ..... ('D \0 XYZ International 0 .... 0 Airline Contact \0 Option N 6716 Enter Enter Talk to Talk to Booking Airline Executive Executive Information Information 2 2 d 1 1 rJl QO \c = L ____________________________________________________________ • w -= FIG.57 -....l W = N

~ ~ ~ ~ ~ ~ ~ 7Jl • Device ~ = 6804 XYZ Domestic Airlines Number 1 c ('D N Lf 6802 N .... o 6810 .j;o. Booking Status Inquiry Other Inquiry 2 3 102 4 rFJ =- ('D ..... ('D .... \0 .... o 6816 6818 \0 N Enter Bookingl Enter Airline Talk to Talk to Information Executive Information Executive 1 1 2 2 d ______________________________________________________ ---------------- ______ 1 rJl QO \c = FIG.68 w -= -....l W = N

,~ ,~ u.s. Patent US 8,903,073 B2 Dec. 2, 2014 Sheet 92 of 92 Start " Dial, at the device, a phone number of a 6902 '-. destination W 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 v Change the display of the visual IVR menu 6910 ---- based on the selection of the contact option Stop FIG. 69

US 8,903,073 B2 1 2 SYSTEMS AND METHODS FOR VISUAL Some prior art try to address this problem by providing visual form of IVR. These prior arts display the IVR menu PRESENTATION AND SELECTION OF IVR graphically on a caller device. U.S. Pat. No. 7,215,743 MENU assigned to International Business Machines Corporation and a published U.S. patent application Ser. No. 111957,605, filed FIELD OF THE INVENTION Dec. 17, 2007 and assigned to Motorola Inc., provides the IVR menu of the destination in a visual form to the caller. The The invention relates to Interactive Voice Response (IVR) caller can select the options from the IVR menu without system and more specifically the invention relates to visual listening to the complete audio IVR menu. However, the IVR selection of IVR option from a caller device. 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 BACKGROUND OF THE INVENTION specific to the destination and only the IVR of the destination dialed is displayed. These techniques therefore, require each Interactive Voice Response (IVR) technology is generally destination to set-up hardware, software and other facilities to used to detect voice and key inputs from a caller. The advent 15 be deployed for providing visual IVR servers. of Interactive Voice Response (IVR) systems has reduced A U.S. Pat. No. 7,460,652, assigned to AT&T Intellectual operating costs for many types of businesses for providing Property I, L.P., discloses techniques for call routing and services. Generally, the IVR systems allow a user to interact communication with a call originator. The call may be with an audio or visual response system. The IVR systems received at an automated call handling system. Thereafter, the can provide prompts to a user and receive touch tone and/or 20 call is evaluated based on a set of business rules and routed to spoken responses on the prompts from the user. Through such an interactive voice response unit based on the evaluation. IVR dialogue the system collects sufficient information about Further, the interactive voice response unit automatically the user to direct the call to the most appropriate resource, schedules and sends an email to the originator of the call. information processing system or the like. However, the scheduling of the email is performed after Generally, when the caller calls a destination, such as a 25 establishing a communication with the automated call han- bank, an automated audio IVR menu is played. The audio dling system. Moreover, the scheduling is performed at the IVR menu can contain instructions to provide instant services automated call handling system. such as account balance inquiry when the destination is a Another existing technique as disclosed in U.S. Pat. No. bank. Further, audio menu can provide options for the caller 6,560,320 assigned to International Business Machines Cor- to connect to a desired end inside the destination. For 30 poration enables an operator of the IVR to send customized example, the menu may direct the caller to press various keys signals to the caller for generating and displaying graphical on a telephone to connect to a particular department or agent. elements on the device of the caller. Thereafter, the caller can The audio IVR menu is designed specific to a destination. respond by selecting options through touch-screen interface Therefore, each destination or organization may have differ- of the device. Dual Tone Multi frequency (DTMF) signals of ent audio IVR menus. Further, the IVR menu in an organiza- 35 the IVR. However, this technique requires a specifically con- tion can be based on the type of departments, type of services, figured device to interpret the codes sent as Dual Tone Multi customer care executives or agents and so forth. For example, frequency (DTMF) signals for generating the graphics. More- an IVR menu of a bank may include options related to the over, an operator is required to present the graphics to the account details of the caller, while an IVR menu of a pizzeria caller. Furthermore, specialized software and hardware are may contain options to order or select a pizza. 40 required at the operator to design and generate DTMF codes. Typically, the caller calling the destination may have to Therefore, the technique faces various practical limitations. listen and follow instructions on the menu to get a desired Generally, the IVR menus of the organizations are in form response or a function performed. Therefore, the process can of audible menu. Moreover, there are a large number of orga- be time consuming. Moreover, in case the caller provides an nizations that use IVR menus. Therefore, converting the incorrect input, the complete process may have to be 45 audible menus to visual IVR menus can be time consuming. repeated. Furthermore, the IVR menu for an organization An existing technique, as disclosed in U.S. Pat. No. 6,920,425 may be updated or changed regularly. For example, extension assigned to Nortel Networks Limited, discloses an automated numbers inside an organization may be changed and corre- script to convert the audible menus scripts to visual IVR menu spondingly, the extension numbers associated with the IVR scripts. However, the audible menus scripts must be available menu may be updated. As a result, a frequent caller may not 50 in a particular format to enable the conversion. Furthermore, be able to reach a desired end by remembering a combination the audio menu scripts must be available or downloadable for of numbers. Furthermore, the dialed destination may not the program to function. As a result, only the audio menus include the information desired by the user. In such a case, the scripts that are available can be converted to visual IVR menu user may have to call the destination again for retrieving the scripts. Furthermore, the device of the caller must be designed desired information. Therefore, the user may become frus- 55 or progranlilled to understand the visual IVR menu scripts. trated with the IVR systems. Various organizations encourage the customers to call Usually, the IVR menus are same for all the users. There- them for information on their products or services, or for fore, the customer has to listen them carefully to select the helping existing customers. Generally, a contact number is appropriate option. The user may have to wait for long time provided by the organizations on their website as a button. for receiving information while interacting with the IVR sys- 60 Therefore, when the customer presses the button a form is tems. Moreover, sometimes the requested information might displayed. The customer then enters his contact number not be available at the time when the user calls the destination. where an executive from the organization may call. However, Therefore, the user may have to either wait for long time or this may be time consuming for the customer. Moreover, the call again later. For example, the user may desire to talk to a customer may be not being able to talk to another executive customer care executive of the destination, who is busy at the 65 during the call in case the on-line executive is not able to time of the call. Therefore, the call of the user may be put on satisfy the customer. U.S. patent application Ser. No. 12/049, hold or he may be asked to call later. 021, filed Mar. 14,2008 and assigned to Harprit Singh, pro-

US 8,903,073 B2 3 4 vides methods and systems for displaying an IVR menu, Visuphone may provide pre-recorded or computer synthe- when the caller clicks a link on a webpage provided by the sized audio responses on behalf of the caller to the destina- tion. organization. However, the customer is still required to An aspect of the invention is to generate a database of request the webpage with embedded infonnation from a visual IVR menus. The database generation could be done by server of the organization. Moreover, the methods and sys- successive calling the IVR and combined with voice recog- tems are limited to the organizations that provide the required webpage to the customers. Other technologies include u.s. nition. Calling the IVR systems can be done manually by operators that will listen to options of the IVR and enter these patent application Ser. No. 11/877,952 filed Oct. 24, 2007 and options into the database. In this manual mode, the operator assigned to International Business Machine Corporation. will dial IVR numbers from a list and for each of them will The effectiveness of providing the IVR in visual fonn is 10 follow all the options in several levels and in each level, enter discussed in a technical paper titled, 'The Benefits of Aug- the menu entries into the database. This can be done to many menting Telephone Voice Menu Navigation with Visual different IVR phone numbers, by one or multiple operators. Browsing and Search' by Min Yin et a!. The paper discusses a The voice menu can be recorded to for analyzing in a different setup where visual content of the IVR is sent from a service provider to a computer connected to a mobile phone. How- process or a different time. 15 Another aspect of the invention is to generate a database of ever, the technique discussed in the paper is limited to the visual IVR menus by a computer system. Combination of visual content provided by the service provider's end, after hardware and software that is connected to phone system and the connection is established. Moreover, the providers are automatically dials the IVR phone numbers, record the dif- required to individually set up the hardware and services for 20 ferent options of the voice menu, analyze the voice menu and providing visual content. generate and enter the different entries into the database. The As discussed above the existing technologies have various system will generate the voice tone that simulates the relevant limitations. Hence, techniques are desired for providing touchtone of a phone number pressed. This process will be enhanced telephony. done in several levels until covering all the entries in all the SUMMARY 25 levels of the specific IVR system. This process is done for all the IVR phone number in the list. An enhanced telephone system is provided. The telephone Additional alternative is to access the IVR internal data- system comprises a database that comprises one or more base and download the menu. This approach requires the phone numbers and one or more menus corresponding to the collaboration with the IVR maker and at least permission phone numbers, wherein the menus comprise one or more 30 from the IVR owner. Having both a system could be build to options for selection. The telephone system comprises means access IVR using their maintenance port, which is often con- for comparing a dialed number to the phone numbers in the nected to the Internet. Accordingly, the system would access database; means for displaying a menu based on a result of the the IVR and once authorized by the IVR owner it will down- comparison; means for enabling selection of the one or more load the internal file representing the IVR menu, which could options from the displayed menu; and means for establishing 35 be called the IVR customization record. The downloaded file a connection with a destination of the dialed number based on would then be converted to visual IVR menu by utility that the selection of the one or more options. could be design according to the format, which could be An enhanced telephone system is provided. The telephone provided by the IVR maker. system comprises a database comprising one or more phone Another aspect of the invention is to provide to a caller numbers and one or more menus corresponding to the phone 40 using a device a visual IVR menu corresponding to an audible numbers, wherein the menus comprises one or more options IVR menu of a destination. for selection; means for comparing the a received number of Another aspect of the invention is to enable the caller to a received call to the phone numbers in the database; means directly interact with the visual IVR menu without listening for displaying a menu based on a result of the comparison; to the audible IVR menu of the destination. and means for enabling selection of the one or more options 45 Another aspect of the invention is to provide the visual IVR from the displayed menu. menu to the caller before establishing a connection of the Further, a method for providing enhanced telephony is device with the destination. provided. The method comprising identifying a number Another aspect of the invention is to provide advertise- dialed from a telephone system; comparing the dialed number ments related to the destination or function of the destination to one or more phone numbers stored in a database, wherein 50 dialed by the caller. the database comprises one or more menus corresponding to Yet another aspect of the invention is to provide a visual the phone numbers, and wherein the menus comprises one or IVR menu of a destination according to the location of the more options for selection; and displaying on the telephone communication device of a caller and/or a location of the system a menu from the database based on a result of the dialed destination phone number. comparison. Embodiments of the invention provide an enhanced com- 55 A caller may dial or select a phone number from a device of munication device. The enhanced communication device a destination. The phone number is detected by a Visuphone comprises a processor and a memory coupled to the proces- implemented on the device to display a visual IVR menu sor. The memory comprises a database including one or more corresponding to the audible IVR menu of the destination. destination phone numbers and at least one property associ- Visuphone may be hardware, an application stored as a soft- ated with the destination phone numbers Further, the memory 60 ware or firmware on the device, or a combination thereof. comprises instructions executable by the processor for iden- Visuphone may include a database of visual IVR menus cor- tifYing a dialed phone number of a destination, detennining a location code associated with a current location of the com- responding to audible IVR menus for various destinations. Thereafter, the caller may interact with the visual IVR menu munication device, comparing the dialed phone number to displayed on the device to establish a connection with the 65 one or more destination phone numbers stored in a database, destination. Furthennore, Visuphone may detect and launch a and displaying at least one property associated with the one or VOIP application for establishing the connection. Moreover, more destination phone numbers based on the comparison.

US 8,903,073 B2 5 6 Embodiments of the invention provide an enhanced com- Embodiments of the invention provide a device comprising munication device. The enhanced communication device a processor. Further, the device comprises a memory com- prising a database. The database comprises a plurality of comprises a database including one or more destination visual IVR menus associated with a plurality of destinations. phone numbers and at least one property associated with the Further, the memory comprises instructions executable by the destination phone numbers. Further, the enhanced communi- processor for dialing a phone number of a destination, com- cation device comprises means for identifying a dialed phone paring the dialed phone number with phone numbers stored in number of a destination, means for determining a location the database, and displaying a form based on the comparison, code associated with a current location of the communication wherein the form comprises one or more data request fields device, means for comparing the dialed phone number to one 10 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 Further, a method for providing enhanced telephony is one or more destination phone numbers based on the com- disclosed. The method comprises dialing, at a device, a phone parison. number of a destination. The device comprises a plurality of Embodiments of the invention provide a method for pro- 15 visual IVR menus associated with a plurality of destinations. viding enhanced telephony. The method includes identifying Further, the method comprises comparing the dialed phone a phone number of a destination dialed from a communica- number with phone numbers stored in the device. Further- tion device; detennining a location code associated with a more, the method comprises displaying, at the device, a fonn current location of the communication device; and comparing based on the comparison, wherein the form comprises one or the dialed phone number to one or more destination phone 20 more data request fields corresponding to a visual IVR menu numbers stored in a database. The database may include at associated with the dialed destination. least one property associated with the destination phone num- Embodiments of the invention provide a device for sched- bers. Further, the method includes displaying the at least one uling a call to a destination based on predefined calling infor- property associated with the one or more destination phone mation. The device comprises a database comprising at least numbers based on the comparison. 25 one visual IVR menu associated with each of a plurality of Embodiments of the invention provide an enhanced device. destinations. The device also comprises means for dialing a The enhanced device comprises a processor and a memory phone number of a destination of the plurality of destinations coupled to the processor. The memory comprises a database based on the predefined calling information, wherein the pre- including one or more destination phone numbers and at least defined calling information is selected from a visual IVR one property associated with the destination phone numbers 30 menu associated with the destination; means for receiving Further, the memory comprises instructions executable by the information from the dialed destination based on the pre- processor for identifying a dialed phone number of a desti- defined calling infonnation; and means for displaying the nation, determining a location code associated with a current received infonnation. location of the device, comparing the dialed phone number to Embodiments of the invention disclose a method for pro- one or more destination phone numbers stored in a database, 35 viding scheduling a call to a destination based on predefined and displaying at least one property associated with the one or calling information. The method comprises dialing a phone more destination phone numbers based on the comparison. number of a destination of a plurality of destinations based on Embodiments of the invention provide an enhanced device. the predefined calling infonnation, wherein the predefined The enhanced device comprises a database including one or calling infonnation is selected from a visual IVR menu asso- more destination phone numbers and at least one property 40 ciated with the destination. Further, the method comprises associated with the destination phone numbers. Further, the receiving infonnation from the dialed destination based on enhanced device comprises means for identifYing a dialed the predefined calling infonnation. Furthermore, the method phone number of a destination, means for determining a comprises displaying the received information. location code associated with a current location of the device, Embodiments of the present invention provide a device. means for comparing the dialed phone number to one or more 45 The device comprises a processor. Further, the device com- destination phone numbers stored in a database, and means prises a memory coupled to the processor. The memory com- for displaying at least one property associated with the one or prises a database comprising at least one IVR menu associ- more destination phone numbers based on the comparison. ated with at least one IVR system. Further, the memory Embodiments of the invention provide a method for pro- comprises instructions executable by the processor for send- viding enhanced telephony. The method includes identifying 50 ing a first section of a data packet to a second communication a phone number of a destination dialed from a device; deter- device. The first section comprising first information is sent mining a location code associated with a current location of based on a visual IVR menu associated with the second com- the device; and comparing the dialed phone number to one or munication device. Further, the memory comprises instruc- more destination phone numbers stored in a database. The tions executable by the processor for receiving an acknowl- database may include at least one property associated with the 55 edgement message from the second communication device destination phone numbers. Further, the method includes dis- based on the first section of the data packet. Furthennore, the playing the at least one property associated with the one or memory includes instructions executable by the processor for more destination phone numbers based on the comparison. sending a second section of the data packet to the second Embodiments of the invention provide a device comprising communication device based on the acknowledgement mes- a database comprising a plurality of visual IVR menus asso- sage. The second section comprises second information. 60 ciated with a plurality of destinations. The device further Embodiments of the present invention provide a method comprises means for dialing a phone number of a destination, for communicating among a plurality of communication means for comparing the dialed phone number with phone devices. The method comprises sending, by a device, a first numbers stored in the database, and means for displaying a section of a data packet to a second communication device. form based on the comparison, wherein the fonn comprises 65 The first section comprising first information is sent based on one or more data request fields corresponding to a visual IVR a visual Interactive Voice Response (IVR) menu associated menu associated with the dialed destination. with at least one IVR system. Further, the method comprises

US 8,903,073 B2 7 8 receiving, at the device, an acknowledgement message from FIG. lA illustrates an exemplary environment where vari- the second communication device based on the first section of ous embodiments of the invention may function; the data packet. Furthermore, the method comprises sending, FIG. IB illustrates another exemplary environment where by the device, a second section of the data packet to the various embodiments of the invention may function; second communication device based on the acknowledge- FIG. lC illustrates yet another exemplary environment ment message. The second section comprises second infor- where various embodiments of the invention may function; mation. FIG. 2A illustrates an exemplary audible Interactive Voice Embodiments of the invention provide a method for estab- Response (IVR) menu at a destination, in accordance with an lishing a communication session in a communication net- embodiment of the invention; work. The method comprises dialling, by a device, a phone FIG. 2B illustrates an exemplary visual IVR menu at a number of a second communication device. The second com- 10 munication device comprises an IVR system. Further, the device corresponding to the audible IVR menu of the desti- method comprises detecting, by the device, a data network. nation, in accordance with an embodiment of the invention; Furthermore, the method comprises sending, by the device, a FIG. 2C illustrate an exemplary visual IVR menu that first section of a data packet to the dialled second communi- display graphics for each option, in accordance with an cation device when the data network is detected. The first 15 embodiment of the invention; section comprises first information. FIG. 2D illustrate an exemplary visual IVR menu that Embodiments of the invention provide a communication display tooltip when a curser is hovering an option for more device comprising a database comprising a plurality of visual than certain time without action, in accordance with an Interactive Voice Response (IVR) menus associated with a 20 embodiment of the invention; plurality of destinations. The communication device further FIGS. 3A and 3B illustrates exemplary components of the comprises means for dialing a phone number of a destination, device for implementing a Visuphone, in accordance with an means for comparing the dialed phone number with phone embodiment of the invention; numbers stored in the database, and means for displaying a FIG. 4 illustrates an exemplary display of the visual IVR form based on the comparison, wherein the form comprises 25 menu on the device, in accordance with an embodiment of the one or more data request fields corresponding to a visual IVR invention; menu associated with the dialed destination. FIG. 5 illustrates exemplary components of the device for A method for providing enhanced telephony is disclosed. implementing the Visuphone, in accordance with another The method comprises dialing, at a communication device, a embodiment of the invention; phone number of a destination. The communication device FIG. 6 illustrates an exemplary display of the visual IVR comprises a plurality of visual IVR menus associated with a 30 menu on the device, in accordance with another embodiment plurality of destinations. Further, the method comprises com- of the invention; paring the dialed phone number with phone numbers stored in FIG. 7 illustrates a webpage displayed on the device that the communication device. Furthermore, the method com- may be used to initiate a connection to the destination, in prises displaying, at the communication device, a form based accordance with an embodiment of the invention; on the comparison, wherein the form comprises one or more 35 FIG. 8 illustrates an exemplary software architecture of data request fields corresponding to a visual IVR menu asso- Visuphone, in accordance with an embodiment of the inven- ciated with the dialed destination. tion; An aspect of the invention is to provide updates to the FIG.9 illustrates exemplary components of the Visuphone, visual IVR menus stored in the device. in accordance with an embodiment of the invention; An aspect of the invention is to provide the visual IVR 40 FIG. 10 illustrates an exemplary remote server for storing menu when the call is forwarded from one destination to information required by the Visuphone, in accordance with an another. embodiment of the invention; Another aspect of the present invention is to provide a FIG. 11 illustrates presentation of a visual IVR menu in method for displaying, at a device, a visual IVR menu asso- 45 case of call forwarding, in accordance with an embodiment of ciated with a phone number of a calling device. Further, the the invention; method displays one or more communication options at the FIG. 12 illustrates the presentation of the visual IVR menu device. when a phone connection is associated with a wide band Another aspect of the invention is to enable a user at the internet 'smart' modem; device to interact with the visual IVR menu of the calling first FIG. 13 illustrates the presentation of the visualIVR menu party device without listening to the audible IVR menu of the 50 when a telephone connection is established through an exter- first party device. nal telephone service by using a computer; Yet another aspect of the invention is to enable a portable FIGS. 14A, 14B, and 14C illustrate a Visu-add-on that device or device to connect to an external device with better provides the features and functionality of the Visuphone; display capabilities. FIGS. 15A, 15B, 15C, and 15D illustrate a flowchart dia- Further aspect of the invention is to provide the visual IVR 55 gram for presentation, selection and update of visual IVR menu of a first party device to a user of a device before menus, in accordance with an embodiment of the invention; establishing a communication session between the device and FIG. 16 illustrates exemplary components of a device for the first party device. implementing a database construction system, in accordance Additional aspect of the invention is an automatic learning 60 with an embodiment of the invention; of caller choice and uses that for assisting the caller in his FIGS. 17 A, 17B, and 17C illustrate exemplary components future call s. of the database construction system, in accordance with an BRIEF DESCRIPTION OF THE DRAWINGS embodiment of the invention; FIG. 18 illustrates a flowchart diagram for creating a data- 65 base for visual IVR menus, in accordance with an embodi- Having thus described the invention in general terms, ref- erence will now be made to the accompanying drawings, ment of the invention; which are not necessarily drawn to scale, and wherein: FIG. 19 illustrates an exemplary set ofIVR categories;