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111111 1111111111111111111111111111111111111111111111111111111111111 US0084063 88B2 c12) United States Patent US 8,406,388 B2 (10) Patent No.: Or-Bach et al. (45) Date of Patent: *Mar. 26, 2013 (54) SYSTEMS AND METHODS FOR VISUAL 5,416,831 A

  1. 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  2. US 8,406,388 B2 Page 4 wo W0-2009006173 A2 112009 Corcoran eta!. disclose "User interface technologies for home appli- wo W0-2009006173 A3 112009 ances and networks", IEEE Trans. Consumer Elect.; pp. 679-685, wo W0-2009100477 Al 8/2009 (1998). Friedrich, "Graphical-User-Interface Module Eases Integration," OTHER PUBLICATIONS Wireless Systems Design, Oct. 2004, 1 page. Steul, D., "Redefining the Call Center: Customer Service on the Hattori, S., eta!., "A multimedia intelligent message communication Internet", Alcatel telecommunications Review, Alcatel, Paris Cedex, system for distributed coordination environments," Electronics & FR, 6, (Mar. 2000). Communications in Japan, Part I --Communications, vol. 76, No. 1, Balachandran, R., eta!., "Dialog System for Mixed Initiative One- Turn Address entry and Error Recovery," Proceedings of SIGDIAL pp. 11-23 (1993). 2009, the lOth Annual Meeting of the Special Interest Group in Kalva, H., eta!., "Delivering Object-Based Audio-Visual Services," Discourse and Dialogue, pp. 152-155, Queen Mary University of IEEE Transactions on Consumer Electronics, vol. 45, No. 4, pp. London, Association of Computational Logistics, (2009). 1108-1111, (1999). Yin, M., eta!., "The Benefits of Augmenting Telephone Voice Menu Schmandt, "Phoneshell: the telephone as computer terminal," Pro- Navigation with Visual Browsing and Search," CHI 2006 Proceed- ceedings offirstACM International Conference on Multimedia, Ana- ings, Managing Voice Input, Montreal, Quebec, Apr. 22-27, 2006, pp. heim, CA, US, pp. 373-381, (1993). 319-328. Himberg, J., eta!., "Time Series Segmentation for Context Recogni- Damhuis, M., et a!., "A Multimodal Consumer Information Server tion in Mobile Devices", IEEE, 203-210, (2001). with IVR Menu," 2nd IEEE Workshop on Interactive Voice Technol- Schmandt, eta!., "Phonetool: Integrating Telephones and Worksta- ogy forTelecommunicationsApplications (IVTTA94), Kyoto, Japan, tions," IEEE Communication Society, Nov. 27-30, pp. 0970-0974, Sep. 25-27, 1994, pp. 73-76. (1989). Trihandoyo, A., eta!., "A real-time speech recognition architecture for a multi-channel interactive voice response system," International Basinger, R. G., et al., "Calling Card Service-Overall Description and Operational Characteristics", The Bell System Technical Jour- Conference on Acoustics, Speech, and Signal Processing, vol. 4, nal, (1982). 1995,pp.2687-2690. Cadiz et a!. "Designing and Deploying an Information Awareness * interface" CSCW'02, Nov. 2002, ACM, pp. 314-323. cited by examiner

  3. ~ ~ ~ ~ ~ ~ ~ U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 1 of92 c C'O .0 (.) 00 00 00 00 0 0 0 0 c c c c 0 0 0 0 :.;:::; :.;:::; :.;:::; :.;:::; C'O C'O C'O C'O c c c •• • c :.;:::; :.;:::; :.;:::; :.;:::; (/) (/) (/) (/) Q) Q) Q) Q) 0 0 0 0 (9 lL - Q) Q) c Q) c """' 0 0 (.) 0 ..c ·- ..c >a.. Q.. Q) Q) ::J 0- (/) ~ - 5 C'O N 0 !.... Q) <.0 C'O 0 ()

  4. ~ ~ ~ U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 2 of92 co c .0 (..) co co co co 0 0 0 0 ...- ...- ...- ...- c c c c 0 0 0 0 :;:::; :;:::; :;:::; :;:::; co co co co •• • c c c c :;:::; :;:::; :;:::; :;:::; (/) (/) (/) (/) Q} Q} Q} Q} 0 0 0 0 <0 ...- ...- >. co z 3: co I- Q} ...... (f) co T'"" 0... <.9 ...- (9 ...- LL .- 0... 0 > Q} c .0 Q}+ 0 ,_ (..) .c 0 ·::;; (i) ...- 0 0.. Q} ...... :::J .0 O:::J (/) 0.. Q} > C'\1 z E 0 ...- 0 () ._ C'\1 ...- ...- ,_ Q} co <0 () 0 ...-

  6. L~ ~Cl\ ~ ~ ~ ~ ~ •-~ '-~ ~ -~1~- L-~-~- 00 • Destination Board v202a ~ = Number . l i -------Main-Men_u _____ l____ I 108a .I I I Press 3 Press 2 for ~ :-: 204a J1 Pizza Orde Press 0 for 206af Order N main menu Status N .... 0 220a.f (.H f210a rFJ =- 1 ,212a Press 2 for Press 1 to talk to 1-' ('D r1 Press 1 for ..... ('D Non-Veg 208a../ I Veg the Executive .j;o. 0 ..... \0 N ' [<;(] ' Lf218a Press 1 for Press 2 for 1 /" 216a fJ Home Take 214a J1 Delivery d Away rJl 00 ~ = 0'1 w FIG. 2A 00 00 = N

  7. ~-r- ~Cl\ ~ ~ ~ ~ ~ ~ 2~b 00 • Device 108a ----------------------------------------------------------------: : : Destination ~ = : Board : I I : number I : 1 : 206b 102b I I I I I ~ :-: : Pizza Order Order Status I : 204b 2 3 N I I r 110""'\. I N .... 0 (.H 210b 212b rFJ =- Talk to ('D Veg Non-Veg ..... ('D I Executive 1 2 208b Ul 1 0 ..... \0 N Home Take 216b I I Delivery Away I : 214b d 1 2 rJl I I 00 ~ = 222b .J 0'1 w FIG. 28 00 00 = N

  8. ~Cl\ ~ -2-2~-)r- ~ ~ ~ ~ ~ 00 • Device 108a Destination Board ~ = number 1o2b; I . 1 / I '\ ~206c I rder Statu ~ :-: 1 8 204c .J I .&» ~ I 3 N : I 110 N I .... I 0 I I (.H I I 210c I Talk to I ~ 212c rFJ =- Veg Non-Veg Executive ('D ..... ('D ';:#:2 ' 208c ./I #1 1 Cl\ 0 ..... \0 N Home Take 216c Delivery Away 214c .J I Q 1 2 d rJl 00 ~ = 0'1 w FIG. 2C 00 00 = N

  9. ~ L-~- ~Cl\ ~ ~ ~ ~ ~ 00 • Device 102b ~ = Welcome to our Pizza place. Please press 1 to check your order status or press 2 to make a new order 222 206c 204c rder Statu ~ :-: 01 N 226 N .... 0 (.H Please press 1 for vegetarian order or press 2 for non-vegetarian pizza order rFJ =- Non-Veg lf 21 Oc ('D 208c '\j ..... ('D Veg 224 )K2 #1 -....l .... 0 \0 N d 222c rJl 00 ~ = 0'1 w FIG. 20 00 00 = N

  10. ~ ~Cl\ ~ ~ ~ ~ ~ 00 • 11 Device 0 (Computer/Smartphone) ~ = 302 312 Radio Display Gateway 1 f 326 Interface ~ :-: 304 N Central Processing Unit N .... Network 0 Interface (.H rFJ =- 306 102a ('D 318 ..... ('D Memory QO 0 ..... I Input/Output 320a \0 Visuphone N I 104 interface Visual Menu Database 320b 308 Other Applications d 310 rJl 00 ~ = 0'1 w 00 FIG. 3A 00 = N

  11. ~ ~Cl\ ~ ~ ~ ~ ~ 00 • 11 Device 0 ~ = (Computer/Smartphone) 312 302 Radio ,324 Display Interface Gateway 1..1 ~ :-: 324 N Central Processing Unit N .... 0 304 Network (.H Interface Memory rFJ =- 102a 318 VOIPApplication ('D ..... ('D 340 \0 0 ..... 320 \0 Visuphone Input/Output N I 104 interface 322 Visual Menu Database 308 306 Other Applications d Mouse 310 rJl 00 ~ = 0'1 w 00 FIG. 38 00 = N

  12. -~-.-'- ~ ~ U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 10 of 92 0 N M r----------------------------------------------- ------------------------------ []][I] N <.0 CO 0 0 0 '<:t '<:t '<:t "-.-. ______ GG X BEJ >. ,..-..., .0 0 CD en (].) c co (.)_g o:~ aE' ....... GG s.g- C.. co I <.0 _o. rn (1.) l{) u E 0 E '<:t - GG ::J 0 Cf) I "'u M e N .,..- 0. BG $ (].) t: BB (.) N 0 ...-

  13. ~ ~ ~ ~Cl\ ~ ~ 504 ~ ~ ~ ~ 00 • ~ = Display 512 J 112 Device (Computer) •)526 102b ~ :-: v N v514 Display Interface Network N 502 .... 0 Interface Central Processing Unit r (.H 518 V 51rt-1 Mouse rFJ =- 520 ('D ..... ('D .... Memory Keyboard .... Input/ 0 __:, Output 522 ..... Visuphone \0 interface Speaker 104 N v524 Visual Menu Database L...l.......:=J ["' I 'I Camera I 308 506; Other Applications L...l.......:=J M' v523 d 1crophone 1 'I 510 rJl 00 ~ = 0'1 w FIG. 5 00 00 = N

  14. ~ -~- ~ 0~ U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 12 of 92 0 (j) co 1'- BBBB 1 c.o L() "<t I (") N GGBEJ []] .,.-- -----------------------------------------T·-------------- \ 0 N 0 .,... c.o ..,.... c..o c.o c.o (9 LL c.o 0 c.o 0 c.o '---- >- .0 t:r::• N 0 c.o CLeo ...... a.. u E :::;) 0 -go '-N 0..>- . ~>< (1) z _______________________________________________ J .0 N 0 ..,....

  15. U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 13 of 92 >< - ........ (.) 1"-- Q) ..... Q) c 0> c Q) Q) <.9 en co (.) ·:;: 0 :;;: 0.. () e .0 LL. Q) Q) 0 w $ " CD 0 ,..._ ~ 0 ,..._ " C\1 0 ,..._

  16. U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 14 of 92 co 0 co " (/) c - .Q co (.) Q.. Q.. <.( - !.... ()) ..c 0 - E ()) co (/) ()) >. !.... . (/) co (f) !.... 3: ()) <.9 0> > c "E ·;:: :.;::::; co 0 LL co I !.... ()) Q.. 0 ()) c 0 ..c Q.. ::i (/) >

  17. ~ ~ ~Cl\ ~ ~ ~ ~ 00 • VisuPhone lr902 ~ = Detection Module r904 Search Module ~ :-: lr906 N Display Module N .... 0 (.H [;-908 f Connection Module 104 rFJ =- lr910 ('D ..... ('D .... Voice Module Ul 0 ..... [;-912 \0 N f Advertisement Module r914 Update Module d [;-916 rJl f Customization Module 00 ~ = 0'1 w FIG. 9 00 00 = N

  18. ~ ~Cl\ ~ ~ ~ ~ ~ 00 • 1012a 1004 •• ~ = Remote Server 1002 ~ :-: Destination • • N Destination N .... 0 (.H Device 108a rFJ 1006 =- Computer ('D Visual Menu ..... Network ('D .... Database Cl\ 308 0 ..... \0 N 102 PSTN d Gateway 1008 rJl 00 ~ = 1010 0'1 w FIG. 10 00 00 = N

  19. ~" ~ ~ ·~Q ~ ~ ~ ~ ~ U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 17 of 92 co .0 co co 0 0 ....-- ....-- Ol pJeMJO::I ·c; Q90 ~ c c 0 0 :;::; :;::; co co -.::1" c c 0 ....-- :;::; :;::; ....-- C/) C/) Q} Q} 0 0 ;? co co ~ ' 0 ....-- -4! 0 ...... ...... (,) '!:;)Qj Q} (9 c N I! 0 c ....-- C1 LL 0 ....-- 0 <.0 n,· .s ....-- 0 ....-- ....-- § CJ Q} c Q} (,) ·::;; -§.o 0-.::1"1 Q} ::J...- 0 C/) 5 N 0 ....--

  20. U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 18 of 92 E Ql "'0 0 (9 :2: LJ..

  21. U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 19 of 92 <..9 <.0 0 LL ("') ..-- N 0 ("') ..--

  22. ~ ~ ~32 /~ ~ ~Cl\ ~ ~ ~ ~ )~ 00 • ~ = Add-On > I< 1410 1402 1404 ~ :-: FIG. 14A N N .... 1414 0 (.H 1420 A~-onl D rFJ 1422 =- ('D ..... ('D Jl .J ) I___ '( N I 1412 0 0 ..... \0 N FIG. 148 1428 1430 d Add-On 1424 rJl 00 ~ = FIG. 14C 0'1 w 00 00 = N

  23. U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 21 of 92 1502 Detect phone number of a destination dialed from a device 1504 Search for IVR information in visual menu database on the device 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

  24. U.S. Patent US 8,406,388 B2 Mar.26,2013 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

  25. U.S. Patent US 8,406,388 B2 Mar.26,2013 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

  26. U.S. Patent US 8,406,388 B2 Mar.26,2013 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. 150

  27. ~ ~ ~ ~ ~ ~ ~ ~ 00 • f1620a / l Destination I ~ = IV IV Device I I I _!...- Memory l ' I ' 1620b Database Construction Destination System P'STN ~ :-: 1606 • N 1604 ./I 0\ • N .... 0 1620n 1 Records Database (.H II I 1608 rFJ =- Gateway h ('D ..... ('D 1616 N I t I Ul Processor .... I I 0 1610./t \0 N Network Interface 1612 d rJl 00 ~ = 1602 0'1 w 00 FIG.16 00 = N

  28. ~ ~ U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 26 of 92 co 0 0 0 N "!:'"" 1'--- 1'--- 1'--- "!:'"" "!:'"" "!:'"" " " " E _, (1.) _, c (/) >- (1.) (/) (1.) 0> <( c <( ::J r- (1.) 0 c '"0 :.;:=; 0 0 ::J u T""" . :.;:=; '"0 ::J u 0 _, c I- ::J C) (/) ...... 0 I- c :.;:=; (/) '"0 co LL 0 c co 0 N 0 0 0 co c (1.) c 3: (/) (1.) co 0 0 (/) ..0 co (/) 0 co I- ...... ..0 (1.) co a.. co _, 0 co 0

  29. ~ ~Cl\ ~ ~ ~ ~ ~ ~ ~ 7J). • Database Construction Agent ~ = L. 1722 Targets List Module .... ,.. I' :::0 I CD "0 0 IVR Tracking Module Ul ;::;: 0 ~ :-: IVR Logic Module '< 1726 ~ I () N 0 Records .... ::::l L ,.. 1720 ~ 1728 ::::l Database - N Tree storage Module , .... CD .... L .. 0 ' (") o· ( (.H 1730 ::::l I .... s: Dialog Module ' 1608 0 a. c rFJ co =- 1732 \... Speech Recognition ('D ..... ('D Module N -....l 1734 ..... 0 ..... "t:::l(JUII::lt: 1738 \0 N 1736 VOIP Connection Module I "\_ 1724 I ' I I v 1740 I VOIP Application d I , .... Destination I rJl I I 00 I I •--------------------------------------------------------------------2 ~ = 0'1 w FIG. 178 00 00 = N

  30. ~ ~ ~Cl\ ~ ~ ~ ~ ~ ~ 00 • Database Construction Agent ~ = L, 1722 Targets List Module , I' ;:tJ I ('[) "0 0 IVR Tracking Module en ;::;.: 0 '""' ~ :-: IVR Logic Module '< 1726 ~ I 0 N 0 Records ... 1720 ... ::I , L_ 1728 - ::I Database N Tree storage Module .... L .. ('[) ' , 0 (") o· ( (.H 1730 ::I I .... Dialog Module , ...... 1608 0 a. rFJ c: =- 1732 \__ Speech Recognition ('[) ('D ..... ('D Module N QO 1734 0 ..... 1738 \0 N 1737 IVR Connection Module I '\.1724 II d rJl Destination 00 ~ = 0'1 w FIG. 17C 00 00 = N

  31. U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 29 of 92 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 Are there any sub- menus in the audible IVR menu? 1810'- Analyze the sub-menus 1812 Store the information regarding the sub-menus in the database Yes Stop FIG. 18

  32. ~ ~Cl\ ~ ~ ~ ~ ~ ~ ~ ~ ~ 00 • ~ = Category A .... , Dial Tone Selection 1904 ~ :-: N Category B Starting Questions ..... N , and .... 0 1906 Dial Tone Selection (.H IVR Categories t-- rFJ =- ('D ..... ('D Category C Personal Information (.H 0 , and 0 ..... 1908 Dial Tone Selection \0 N Dial Tone Selection Category D ... and/or , Natural Language Selection d 1910 rJl 00 ~ = 0'1 w 00 00 = FIG. 19 N

  33. ~ ~ U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 31 of 92 2002 _;-{._ __ R_e_c_o_rd_o_a_ta..,.b_a_s_e_c_o_n_te_n_t _____ ) v Please enter invoice number 2004a f Please enter the payment amount 2006a f 2008a _r Please choose your payment card: Press 1 for VISA or 2 for MasterCard ! Please say or enter your 2010a _r Credit Card number \1 Please enter your Credit Card 2012a _r expiry date FIG.20A

  34. ~ ~ :-F>iea-se-enter"Y-ourcredicard-e~pirydate-: U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 32 of 92 2014 Payment Form for ABC ,------------------------------------------------- ! : Please enter invoice number: I I 1 : I 2004b /: I I I I '------------------------------------------------2 r------------------------------------------------- 1 I Please enter the payment amount : 1 I I I I : 2006b /: I I I I I '------------------------------------------------2 ~-, I I Please choose your payment card: I I !: t) VISA 0 MasterCard 2008b I I ~-· r------------------------------------------------- 1 I : Please enter your Credit Card number : I I 1 : I 2010b /: I I I I l------------------------------------------------2 I I I : I 2012b /: I I I I I 1------------------------------------------------2 2016 FIG.20B

  35. ~ ~ ~ ~ ~Cl\ ~ -~1-o8n"~· ~ ~ ~ 00 • Device I = I 2102a 2102c r Destination Destination Property 1 Property 1 :-: Property 2 Property 2 N Property 3 Property 3 • • • • N .... 0 Property n Property n (.H • 102 fl • I rFJ =- • ('D ..... ('D I / \ 2102b (.H (.H · lf21 0 Destination I / \ I ...... o2n 1 \0 Property 1 I N Property 1 / Property 2 Property 2 Property 3 • Property 3 • • • Property n Property n I d rJl 00 ~ = 0'1 FIG. 21 w 00 00 = N

  36. ~ ~2 ~ ~ ~ ~2 ~Cl\ ~ ~ 00 • --------- ~ = 2208 Pizza Order ~ :-: Order status 2206 N • 3 N .... 0 (.H 2212 102a Talk to rFJ Executive I'- 2214 I I =- Veg Non-Veg ('D #1 ..... ('D 2210 (.H .j;o. ' 1 0 ..... \0 N Home Take 2218 Delivery Away Q 12216 1 2 d I I •----------j(-------------------------------------------------- rJl 2202 00 FIG.22 ~ = 0'1 w 00 00 = N

  37. U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 35 of 92 2302 Identify phone number of a destination dialed from a device 2304 Determine a location code associated with current location 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 Search for at least one destination phone number from the 2312 destination phone numbers based on location code FIG. 23A

  38. U.S. Patent US 8,406,388 B2 Mar.26,2013 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

  39. U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 37 of 92 Is at least one No destination phone number vailable? Display a visual IVR menu of the dialed Yes 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

  40. U.S. Patent US 8,406,388 B2 Mar.26,2013 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 No advertisement by the caller detected? Stop FIG. 24

  41. U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 39 of 92 ....... c "'0 (J.) ....... !... 0 c 0 3: 0 c u en en 0) (J.) 0 ctS en Q. <( !... ctS ..... ------ (J.) !... ..Q LO (J.) _. c ctS N ....... c (J.) ctS (J.) (.9 0 (J.) en (J.) LL en "'0 ctS !... (J.) ctS 0 (J.) (.) 0.. (J.) 0.. 0:: 7 co co N 0 "¢ CD 1.() 0 0 N 1.() 1.() N N

  42. -~- -~- U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 40 of 92 0 ..- L{) N - 0 ..._.., .... N >. .... >- >< c "0 s.... :!::::! (l) a::l 0 E "- "0 $ 0 l() ...... ..Q en c C\.1 :::J (J) E co (/) 0> <.9 a. "- 0 0 LL ! u. s.... s.... .... .... (l) (1,) s:::: ·- c c 00 (1,) (1,) C) 0 0 L{) (1,) (1,) N ...J (J) (J) co co (1,) (l) 0.. 0.. .0 .0 -.:t <.0 0 0 L{) L{) N N

  43. U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 41 of 92 Start ,, 2602 Dial a phone number of a destination 'It Display a visual IVR menu corresponding to the dialed 2604 \. number on caller device 'It 2606 Select an option from the displayed visual IVR menu ,, Display a form indicating the information required by the 2608 \.. 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

  44. ~ ~ ~ ~- ~ ~Cl\ ~1 ~ -~ ~ 00 • Device ~ = Board number 1 2708 ~ :-: rder Statu e 3 N v2702 270 N .... 0 (.H 212 2714 102 rFJ =- Talk to ('D ..... ('D Non-Veg Executive .j;o. N 271 ')!:2 0 ..... ' 1 \0 N j' 2720 Home Take Away I _ 2718 Scheduling / Delivery d 271 2 Mode rJl 2700 00 ~ = FIG. 27 0'1 w 00 00 = N

  45. ~ -~ ~ ~ ~Cl\ ~ ~ ~ ~- 00 • Device Board ~ = number 1 2806 2808 Personal NRI Banking Banking ~ :-: 3 2 v2802 N 2826 N .... 0 (.H Investment Accounts Money Deposits 2810 2 1 Transfer 1 2 102 rFJ =- 2824 2812 ('D ..... ('D Saving A/C Talk to .j;o. (.H 1 Executive 9 0 ..... \0 N 2828 2720 Talk to Report lost Balance 1 I Scheduling card 1 d ( Mode 2818 2820 2822 rJl 00 ~ = FIG. 28 0'1 w 00 00 = N

  46. ~ ~ ~ ~ ~ ~ ~Cl\ 00 • Device ~ = 2904 ¢1 c) March 2011 Mon Tue Wed Thu Fri Sat Sun ~ :-: 2 4 1 3 N N 7 8 9 10 11 5 6 .... 0 f 2902 (.H 13 12 14 15 16 17 18 25 22 rFJ 21 23 24 19 20 =- 102 ('D ..... ('D 31 .j;o. 28 29 26 27 30 .j;o. 0 ..... \0 N 2906 , Time ss {}I HH ..(}I MM ..(}I AM {7 d I / rJl 00 2900 ~ = 0'1 w FIG. 29 00 00 = N

  47. U.S. Patent US 8,406,388 B2 Mar.26,2013 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 schedule's date and time " 3014 FIG. 30A

  48. U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 46 of 92 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 information at the device 'I 3022 Save the received information at the device ' 3024 Display the received information at the device v Stop FIG. 308

  49. ~ ~ ~ ~0 U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 47 of 92 <.9 LL ro ........... 0.1 0 Q) c 0 Q) c (V) Q) 0 (.)...c: ro (V) 0 ...c: ·-a_ -.::t > Q) 0.. 0 Q)_ ::J o:.o en (V) > 0 ~ - s... Q) ro ()

  50. U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 48 of 92 c 0 :;:::; ctl (.) .0 c CX) Q) 0 c ...-- ::J Q) E o 0 C"? E ·::; ..c 0.. 0 Q) ::J ()0 .0 (/) > -.:::1" "0 c 0 ...-- 0 C"? (.) Q) (/) -- ctl N 0 Q) ...-- '0 c 0 ().) ...-- c C"? a>o (.)..c C"? 0 ctl ..c -.:::1" ·- 0.. > Q) 0 0.. ...-- Q)_ ::J o:o C"? (/) > 0 ::2: ........... !.... Q) ctl ()

  51. ~ ~Cl\ ~ ~ ~ ~ ~ 00 • ~ = 3114 Network Gateway ~ :-: N N .... 3108b 0 (.H Second Communication 3106 Device Device (Computer+ VOIP) rFJ =- Caller ("D I I I I ..... ("D Visuphone Visuphone .j;o. 3104b 7 \0 3104a 7 0 ..... \0 N J 3100 d rJl 00 ~ = 0'1 w FIG. 31C 00 00 = N

  52. ~ ~ ~Cl\ ~ ~ ~ ~ ~ 3106~ 00 • 3114 ~ = Network I< >I Gateway 3108b ~ :-: N Second Communication Device N .... Device 0 I ~ (Smartphone) 1 (.H Caller I< \r >II Visuphone I I Visuphone I rFJ =- PSTN 3104b./ ('D 3104a7 ..... ('D Ul 0 0 ..... \0 y N y ' I'"\ A A 1'\ Cellular Network ' I \ d rJl 3100 00 ~ = 0'1 FIG. 310 w 00 00 = N

  53. U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 51 of 92 ---, c I.Q I....., IE N h ... ..0 ('f) ISN . leo r-N (.9 I -c ("') LL IB IU I(]) (/) N 0 N ("')

  54. ~ ~Cl\ ~ ~ ~ ~ ~ 00 • ~ = Packet Version Traffic Class Flow Label 3302 3304 3306 Next Header Hop Limit Payload Length 3310 3312 3308 ~ :-: N N .... Source Address 0 (.H 3314 rFJ =- ('D ..... ('D Ul N 0 Destination Address ..... \0 3316 N d 3202a rJl 00 ~ = FIG. 33 0'1 w 00 00 = N

  55. U.S. Patent US 8,406,388 B2 Sheet 53 of 92 Mar.26,2013 Start 3402 Search, at a first communication device, for a data network a first section of a packet to the second communication 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

  56. U.S. Patent US 8,406,388 B2 Mar.26,2013 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

  57. U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 55 of 92 <0 .... 0 I.() Q) C") ro () - Q) c ro Q) 0 N u.c ·-a.. 0 ""<:t I.() > Q) 0 <l>_ C") I.() o:.o C") 0 ~ ._. (.9 u.. c c c c .... .... .... .... Q) Q) Q) Q) mu ro u mu ro u •• • 0.·- 0.·- 0.·- 0.·- _> _> _.> - > C/)Q) C/) Q) C/)Q) C/) Q) ·= "0 ·= "0 ·= "0 ·= "0 u ro LL .c LL LL LL c co co co co 0 0 0 I.() 0 I.() I.() I.() C") C") C") C")

  58. ~Cl\ ~ ~ ~ ~ ~ ~ 00 • 3512 3508a ~ = 3514 Network Gateway First party device 3508b ~ :-: N 3502b First party N .... 0 \ device (.H 3506 Device 3508c (Computer+VOIP) rFJ =- Caller ("D I I ..... ("D First party Visuphone Ul device Cl\ 35047 0 ..... • \0 • N • 3508n First party !' device d 3500 rJl 00 ~ = 0'1 w FIG. 358 00 00 = N

  59. ~Cl\ ~ ~ ~ ~ ~ ~ 00 • 3512 3508a ~ = ,;-3514 Network Gateway I< >I First party device 3508b ~ :-: N First party N .... 0 device (.H 3506 Device 3508c (Smartphone) rFJ =- Caller ('D ..... I I ('D First party Visuphone Ul device -....l 35047 0 ..... • \0 N • • 3508n Cellular First party Network ! device d rJl 3500 00 ~ = 0'1 w FIG. 35C 00 00 = N

  60. ~ ~Cl\ ~ ~ ~ ~ ~ 00 • 3508a 3602 First party ~ = Third party device device 3508b ~ :-: First party 3502a N device N .... 3506 0 Device (.H 3508c (Mobile Phone) PSTN Caller rFJ I I =- First party Visuphone ('D ..... device ('D 35047 Ul QO • 0 ..... • \0 N 3508n • First party 1' device d 3500 rJl 00 ~ = 0'1 w FIG. 36 00 00 = N

  61. ~ ~ ~ ~Cl\ ~ ~ ~ 00 • Device ,--------------------------------------------------------------------------------- ~ = : B d 3704 : oar : / number 1 3708 f3720a ~ :-: Communication Pizza Order N rder Statu 3706 (!ll2 Option • 3 N .... 0 v-370 (.H £3720b I 3714 3712 Communication rFJ 3502 =- Option ('D Talk to ..... ('D • Ul Executive \0 3710 0 ..... • \0 ' 1 N • r 3720n: 3716-" 1 Delivery Take Away Communication : Home Q f 1 2 3 718 Option : d rJl 00 -- ~ = ' - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - i 0'1 FIG. 37 w 00 00 = N

  62. ~ ~ ~ ~Cl\ ~ ~ ~ -~_vj~-1(-~-~- 00 • ~ = Board If 3804 number 1 3806 3808 L3720a Personal ~ :-: NRI Banking Banking Communication N 3 Option 2 N .... 0 3826 (.H f 3720b Investment Accounts Money Deposits Communication 2 Transfer 1 rFJ 2 3502 =- 381 0 L------,......-----J Option ('D ..... ('D 3824 3812 • Cl\ Saving A/C CreditA/C 0 Talk to 0 ..... 1 2 • Executive 9 \0 N 3828 • f3720n Communication Check Talk to Report lost Option Balance 1 executive 2 card 1 d rJl 3818 3820 3822 00 1--------------------------------------------------------------------------------------------- ~ = 0'1 FIG. 38 w 00 00 = N

  63. ~0 U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 61 of 92 E (I) "0 0 <.9 ::2: LL. Ct'l 00 0 1.() (Y) c .... (I) Ct'l () D..·- > ...... (I) u:::

  64. U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 62 of 92 Start 'II 4002 --..... Receive, at the device, a call from a phone number of a first party device " Compare the phone number of the first party 4004 \.. device with the phone numbers stored in the device w 4006 Display the visual IVR menu 'V 4008 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

  65. ~Cl\ ~ ~ ~ ~ ~ ~ 00 • 4106a ~ = External Device 4106b ~ :-: External N Device Portable Device N .... 0 (.H 4106c rFJ =- ('D 4102 ..... ('D Cl\ • (.H 0 ..... • \0 N • 4106n External / Device d 4100 rJl 00 ~ = 0'1 w FIG. 41 00 00 = N

  66. U.S. Patent Mar.26,2013 Sheet 64 of 92 US 8,406,388 B2 (.0 0 N -.::!" 111111111 ••• 111!11111 ••• ••• •• Ill ••• 1!1111111 N 0 N -.::!"

  67. D~ ~ U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 65 of 92 ro N 1\ 0 """' . /- <.9 '' u.. - Q. 0 Q. ro ...J "'\ "-

  68. U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 66 of 92

  69. '~ U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 67 of 92

  70. D~ ~ U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 68 of 92 II\ . (.9 LL.. w / Q) ' E co lo... LL Q) lo... ..... ::J (.) 0... ' ./

  71. D~\ U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 69 of 92 II\ . (!) LL.. " r " c 0 (]) (]) !.... (.) 0 CJ) (/) 0... 0 (9

  72. U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 70 of 92

  73. ~ ~ ~Er- ~ ~Br- -~- U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 71 of 92 .0 "<t 0 (]) "<t - (/) - :J (1) -- co 0 .2: C/)("1) / ..... (1) "'0 w ..... c 0 (1) ..... (.) "'O<ll (/) '-.0 >- co co :J 0) N :§: c 0 0.. (]) (/) CN "<t ..... "'0 0 (1) z (1) "E e' co ON < .....1 co N N 0::: 0) :§;'""" •---------------------------------------------

  74. ~ ~ ~ ~ ~ ~ ~Cl\ 00 • Portable Device ~ = 5002 Radio Display Interface ~ :-: N Processor N Connection Manager .... 0 5008 (.H 5004 rFJ =- 4102 ('D Network ..... ('D Interface -....l 5006 N 0 ..... \0 Memory N 5018 Operating System 1010 d rJl 00 ~ = 0'1 w FIG. 50 00 00 = N

  75. ~ ~ ~ ~ ~ ~ ~Cl\ 00 • Portable Device 5002 ~ = Radio Display Interface Processor ~ :-: N Connection Manager 5008 N .... 0 (.H 5004 4102 rFJ Network =- ('D Interface ..... ('D 5106 -....l (.H 0 ..... Memory \0 N Operating System 5010 d rJl 00 ~ = 0'1 w FIG. 51 00 00 = N

  76. U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 74 of 92 co c .0 (.) (0 (0 (0 (0 0 0 0 0 N N N N 1.!) 1.!) 1.!) 1.!) co co co co ••• E 8 E 8 E 8 E 8 a.>·- a.>·- a.>·- a.>·- ...... > ...... > ...... > ...... > >< >< >< >< Q.) Q.) Q.) Q.) wo wo wo wo N 1.0 Q.) (.) <.9 ·::; Q.) lL 0 Q.) .0 co t: N 0 0 N D.. 1.!) Q.) ..... 2 Q.) > CJ)Q.) ::>0

  77. U.S. Patent US 8,406,388 B2 Mar. 26, 2013 Sheet 75 of 92 c C'O .0 (.) <.0 <.0 <.0 <.0 0 0 0 0 N N N N 1.() 1.() 1.() 1.() C'O C'O C'O C'O Q) Q) Q) Q) c (.) c (.) c (.) c (.) tijo ••• Q) > !.... ·- Q) > !.... ·- !.... ·- Q) > !.... ·- Q) > +-'Q) +-'Q) +-'Q) +-'Q) tijo tijo tijo ("') LO Q) N <.9 (.) 0 ·::;;: Q) N c Q) LL 1.() 0 o col ..co Q) C..N :0 ::JL() CJ) ...... C'O 5 !.... 0 0..

  78. U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 76 of 92 <.0 0 N -.::t N 0 N 1.() . (.9 ••• ••• LL. IIIII II IIIII II IIIII II ••• ••• ••• ••• IIIII II

  79. U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 77 of 92 N 0 N Q) Q) 1.() ..0 (.) ro ·- ;:~ oo 0... N 0 """ 1.() L() L() (.9 lJ... ..._ .9 (.) ·e- Q) o_ \ """ 0 1.() 1.()

  80. ~ U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 78 of 92 Q) Q) ..0 (.) ro ·- t:: ~ oo 0... N 0 N 0 N 1.{) c.o 1.() (9 LL

  81. U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 79 of 92 (]) (]) ..a (.) ro ·- ..... > I- (]) oo 0.. C'\1 0 -.::1" C'\1 1.{) 0 C'\1 1.{)

  82. U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 80 of 92 00000 Q) Q) ... .0 (.) co ·- , DODO ""' ....... > ..... Q) !.... oo DODD!'\ I 0.. N 0 -:::t II\ 1.{) N 0 N 1.{) co L() . C) /- LL " 0. 0 ........ 0. co ...J \ " "-

  83. ~ U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 81 of 92 Q) Q) ..0 (.) ro ·- - > L. Q) oo a.. C'\1 0 C'\1 l.O . <.9 LL Q) E LL - Q) 1- :::::1 (.) a..

  84. ~ U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 82 of 92 0[)[)[)[) Q) Q) ..0 (.) _, co ·- .... ,. ....., > DODD "" Q) I- oo DODD c.. I '\ N 0 -.:::1" N 1\ 1.() 0 N 1.() 0 <0 . <.9 ,, LL '\ c 0 Q) Q) I- (.) 0 CJ) C/) c.. 0 <.9 ./

  85. ~B.- 1~1~ ~ ~E.- ~ ~ ~.- ~ -~- ~ U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 83 of 92 co """ 0 ...- <0 C'\1 0 (1.) (1.) C'\1 .0 u L{) co ·- <0 t~ oo 0 ...- 0... <0 c.o <.9 LL. (f) :::s ....... (1.) ..... co ....... ..... 0 .2: (j)M ..... / c (1.) (1.) "0 ..... w (1.) ..... 0 u (j) >. I- co "0 (1.) "-.0 0.. (f) 0) C'\1 Ill :::s 0 c 0 ...- C:C'J (1.) <0 e> / ..... 0 (1.) z co "0 ....I ..... OC'\1 co ~ N N 0::: 0) •---------------------------------------------

  86. ~wl ~ :§~ ~ g~ '-~ ~'t: ~ U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 84 of 92 N ...- .:::t:. .... ( N 0 <.0 ()) z I' ' .:::s:,()) .... (.) oro ...... ()) ())......, ZE N <.0 ... - - t " N ()) (.) -.:t <0 ·:; ...- ()) N <.9 <.0 0 LL ()) ..0 .... ro t: ()) 0> E 0 ro 0... c ...... ()) .... ro (/) >. .... >. 0 U) rol (/) 0 co -.:t (/) E 0)0 0 ()) N ()) (.) e (.) <.0 ro ()) " .... \..._ 0... c ()) c N 0.. 0 0 0 N () <.0 " N 0 N L()

  87. U.S. Patent US 8,406,388 B2 Mar.26,2013 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

  88. U.S. Patent US 8,406,388 B2 Mar.26,2013 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

  89. U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 87 of 92 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

  90. ~ ~ ~ ~ ~ ~Cl\ ~'"!Piza ~ 00 • ;-~-~i~-~- 1 ! I ~ = Board 6504 I I Number VI 6502 1 I I I r 6520a 6508: ~ :-: Contact Order N rder Statu, Option 0 6506./ (SA~ 3 N .... 0 r 652ob (.H Contact 6512 65141 rFJ =- 102 Option ('D ..... ('D Talk to QO Veg Executive • QO tJ"1 0 ..... 6510 • \0 N ' 1 I • f 6520n Contact Option Home Take Away 6518 d f Delivery 2 rJl 6571 00 1:t •-------------------------------- ~ = 1 -------------------------- 0'1 w FIG.65 00 00 = N

  91. ~ ~ ~ ~· -~- ~C'\1 U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 89 of 92 CX) ...-- 0 <.0 <.0 <.0 <.0 " Q) :::l ....... 0 .:::: roC"0 .................. ~Q) Lij., ....... ..X: :::l (j) - (.) ,_ C'\1 >.'- ...-- Q) ,_ Q) Q) <.0 EID.o (.) ·::;; o .:::: E...-- <.0 Q) I ID :::l 0> oz CD 0 CD ,_ <.9 Q) lL EC'\1 ...-- ~t<l 0.. " 0> <.0 0 <.0 <.0 0 ...-- <.0 <.0

  92. ~ ~ ~ ~ ~ ~ ~Cl\ 00 • Device ------------------------------------------------------------ ~ = XYZ Airlines 6704 V 6702 Board Number f 1 f 6720a ~ :-: XYZ Domestic N Airline Contact N ! I .... 0 ..---__;:,---6....,71 0 Option (.H Status Other Booking Inquiry Inquiry 2 rFJ 102 =- 3 _f 6720b 4 ('D ..... ('D XYZ International \0 0 Airline Contact 0 ..... \0 Option N 6716 Enter Enter Talk to Talk to Booking Airline Executive Executive Information Information 2 2 d 1 1 rJl 00 ~ = L------------------------------------------------------------ 0'1 w FIG.67 00 00 = N

  93. ~ ~ ~ ~ ~Cl\ ~ ~ 00 • Device ,----------------------------------------------------------------------------, ~ = 6804 XYZ Domestic Airlines Number 1 ~ :-: N Lf 6802 N .... 6808 0 6810 (.H Booking Status Inquiry Other Inquiry 2 rFJ 3 102 4 =- ('D ('D ...... .... \0 0 ..... \0 N 6816 6818 Enter Bookin Enter Airline Talk to Talk to Information Information Executive Executive 1 1 2 2 d rJl L----------------------------------------------------------------------------1 00 ~ = 0'1 w FIG.68 00 00 = N

  94. '~ '~ '~ U.S. Patent US 8,406,388 B2 Mar.26,2013 Sheet 92 of 92 Start \1 Dial, at the device, a phone number of a 6902 """'\... 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 '' Change the display of the visual IVR menu 6910 ........._ based on the selection of the contact option Stop FIG. 69

  95. US 8,406,388 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 with Ser. No. 11/957,605, FIELD OF THE INVENTION filed Dec. 17, 2007 and assigned to Motorola Inc., provides the IVR menu of the destination in a visual form to the caller. The invention relates to Interactive Voice Response (IVR) The 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 Norte! 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 progrmed 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 with Ser. No. hold or he may be asked to call later. 12/049,021, filed Mar. 14, 2008 and assigned to Harprit

  96. US 8,406,388 B2 3 4 Singh, provides methods and systems for displaying an IVR VOIP application for establishing the connection. Moreover, menu, when the caller clicks a link on a webpage provided by Visuphone may provide pre-recorded or computer synthe- the organization. However, the customer is still required to sized audio responses on behalf of the caller to the destina- request the webpage with embedded information from a tion. server of the organization. Moreover, the methods and sys- An aspect of the invention is to generate a database of tems are limited to the organizations that provide the required visual IVR menus. The database generation could be done by webpage to the customers. Other technologies include U.S. successive calling the IVR and combined with voice recog- patent application with Ser. No. 11/877,952 filed Oct. 24, nition. Calling the IVR systems can be done manually by 2007 and assigned to International Business Machine Corpo- operators that will listen to options of the IVR and enter these ration. 10 options into the database. In this manual mode, the operator The effectiveness of providing the IVR in visual form is will dial IVR numbers from a list and for each of them will discussed in a technical paper titled, 'The Benefits of Aug- follow all the options in several levels and in each level, enter menting Telephone Voice Menu Navigation with Visual the menu entries into the database. This can be done to many Browsing and Search' by Min Yin eta!. The paper discusses a different IVR phone numbers, by one or multiple operators. setup where visual content of the IVR is sent from a service 15 The voice menu can be recorded to for analyzing in a different provider to a computer connected to a mobile phone. How- process or a different time. ever, the technique discussed in the paper is limited to the Another aspect of the invention is to generate a database of visual content provided by the service provider's end, after visual IVR menus by a computer system. Combination of the connection is established. Moreover, the providers are hardware and software that is connected to phone system and required to individually set up the hardware and services for 20 automatically dials the IVR phone numbers, record the dif- providing visual content. ferent options of the voice menu, analyze the voice menu and As discussed above the existing technologies have various generate and enter the different entries into the database. The limitations. Hence, techniques are desired for providing system will generate the voice tone that simulates the relevant enhanced telephony. 25 touchtone of a phone number pressed. This process will be SUMMARY 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 Additional alternative is to access the IVR internal data- phone numbers and one or more menus corresponding to the 30 base and download the menu. This approach requires the phone numbers, wherein the menus comprise one or more collaboration with the IVR maker and at least permission options for selection. The telephone system comprises means from the IVR owner. Having both a system could be build to for comparing a dialed number to the phone numbers in the access IVR using their maintenance port, which is often con- database; means for displaying a menu based on a result of the nected to the Internet. Accordingly, the system would access comparison; means for enabling selection of the one or more 35 the IVR and once authorized by the IVR owner it will down- options from the displayed menu; and means for establishing load the internal file representing the IVR menu, which could a connection with a destination of the dialed number based on be called the IVR customization record. The downloaded file the selection of the one or more options. 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 Another aspect of the invention is to provide to a caller numbers, wherein the menus comprises one or more options using a device a visual IVR menu corresponding to an audible for selection; means for comparing the a received number of IVR menu of a destination. a received call to the phone numbers in the database; means Another aspect of the invention is to enable the caller to for displaying a menu based on a result of the comparison; 45 directly interact with the visual IVR menu without listening and means for enabling selection of the one or more options to the audible IVR menu of the destination. from the displayed menu. Another aspect of the invention is to provide the visual IVR Further, a method for providing enhanced telephony is menu to the caller before establishing a connection of the provided. The method comprising identifying a number device with the destination. dialed from a telephone system; comparing the dialed number 50 Another aspect of the invention is to provide advertise- to one or more phone numbers stored in a database, wherein ments related to the destination or function of the destination the database comprises one or more menus corresponding to dialed by the caller. the phone numbers, and wherein the menus comprises one or Yet another aspect of the invention is to provide a visual more options for selection; and displaying on the telephone IVR menu of a destination according to the location of the system a menu from the database based on a result of the 55 communication device of a caller and/or a location of the comparison. dialed destination phone number. A caller may dial or select a phone number from a device of Embodiments of the invention provide an enhanced com- a destination. The phone number is detected by a Visuphone munication device. The enhanced communication device implemented on the device to display a visual IVR menu comprises a processor and a memory coupled to the proces- corresponding to the audible IVR menu of the destination. 60 sor. The memory comprises a database including one or more Visuphone may be hardware, an application stored as a soft- destination phone numbers and at least one property associ- ware or firmware on the device, or a combination thereof. ated with the destination phone numbers Further, the memory Visuphone may include a database of visual IVR menus cor- comprises instructions executable by the processor for iden- responding to audible IVR menus for various destinations. tifYing a dialed phone number of a destination, determining a location code associated with a current location of the com- Thereafter, the caller may interact with the visual IVR menu 65 displayed on the device to establish a connection with the munication device, comparing the dialed phone number to destination. Furthermore, Visuphone may detect and launch a one or more destination phone numbers stored in a database,

  97. US 8,406,388 B2 5 6 and displaying at least one property associated with the one or one or more data request fields corresponding to a visual IVR more destination phone numbers based on the comparison. menu associated with the dialed destination. Embodiments of the invention provide a device comprising Embodiments of the invention provide an enhanced com- a processor. Further, the device comprises a memory com- munication device. The enhanced communication device 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 10 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 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 15 parison. number of a destination. The device comprises a plurality of Embodiments of the invention provide a method for pro- 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; determining a location code associated with a 20 more, the method comprises displaying, at the device, a form 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 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 25 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. 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 30 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 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 information; and means for displaying the nation, determining a location code associated with a current 35 received information. 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, 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. 40 the predefined calling information, wherein the predefined The enhanced device comprises a database including one or calling information is selected from a visual IVR menu asso- more destination phone numbers and at least one property ciated with the destination. Further, the method comprises associated with the destination phone numbers. Further, the receiving information from the dialed destination based on enhanced device comprises means for identifYing a dialed the predefined calling information. Furthermore, the method phone number of a destination, means for determining a 45 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 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. 50 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 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 55 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 edgement message from the second communication device destination phone numbers. Further, the method includes dis- based on the first section of the data packet. Furthermore, 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. 60 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. 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 65 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 form comprises The first section comprising first information is sent based on

  98. US 8,406,388 B2 7 8 a visual Interactive Voice Response (IVR) menu associated FIG. 1A illustrates an exemplary environment where vari- with at least one IVR system. Further, the method comprises ous embodiments of the invention may function; receiving, at the device, an acknowledgement message from FIG. 1B illustrates another exemplary environment where the second communication device based on the first section of various embodiments of the invention may function; the data packet. Furthermore, the method comprises sending, FIG. 1C illustrates yet another exemplary environment by the device, a second section of the data packet to the where various embodiments of the invention may function; second communication device based on the acknowledge- FIG. 2A illustrates an exemplary audible Interactive Voice ment message. The second section comprises second infor- Response (IVR) menu at a destination, in accordance with an mation. embodiment of the invention; Embodiments of the invention provide a method for estab- 1 ° FIG. 2B illustrates an exemplary visual IVR menu at a lishing a communication session in a communication net- work. The method comprises dialling, by a device, a phone device corresponding to the audible IVR menu of the desti- number of a second communication device. The second com- nation, in accordance with an embodiment of the invention; munication device comprises an IVR system. Further, the FIG. 2C illustrate an exemplary visual IVR menu that method comprises detecting, by the device, a data network. 15 display graphics for each option, in accordance with an Furthermore, the method comprises sending, by the device, a embodiment of the invention; first section of a data packet to the dialled second communi- FIG. 2D illustrate an exemplary visual IVR menu that cation device when the data network is detected. The first display tool tip when a curser is hovering an option for more section comprises first information. than certain time without action, in accordance with an Embodiments of the invention provide a communication 20 embodiment of the invention; device comprising a database comprising a plurality of visual Interactive Voice Response (IVR) menus associated with a FIGS. 3A and 3B illustrates exemplary components of the plurality of destinations. The communication device further device for implementing a Visuphone, in accordance with an comprises means for dialing a phone number of a destination, embodiment of the invention; means for comparing the dialed phone number with phone FIG. 4 illustrates an exemplary display of the visual IVR numbers stored in the database, and means for displaying a 25 menu on the device, in accordance with an embodiment of the form based on the comparison, wherein the form comprises invention; one or more data request fields corresponding to a visual IVR FIG. 5 illustrates exemplary components of the device for menu associated with the dialed destination. implementing the Visuphone, in accordance with another A method for providing enhanced telephony is disclosed. embodiment of the invention; The method comprises dialing, at a communication device, a 30 FIG. 6 illustrates an exemplary display of the visual IVR phone number of a destination. The communication device menu on the device, in accordance with another embodiment comprises a plurality of visual IVR menus associated with a of the invention; plurality of destinations. Further, the method comprises com- FIG. 7 illustrates a webpage displayed on the device that paring the dialed phone number with phone numbers stored in may be used to initiate a connection to the destination, in the communication device. Furthermore, the method com- accordance with an embodiment of the invention; prises displaying, at the communication device, a form based 35 FIG. 8 illustrates an exemplary software architecture of on the comparison, wherein the form comprises one or more Visuphone, in accordance with an embodiment of the inven- data request fields corresponding to a visual IVR menu asso- tion; ciated with the dialed destination. 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. 40 in accordance with an embodiment of the invention; An aspect of the invention is to provide the visual IVR 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 visual IVR menu the 50 party device without listening to the audible IVR menu of 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 calls. 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;

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