Visual Presentation and Selection of IVR Menu Patent

c12) United States Patent
Lavian et al.
(54) SYSTEMS AND METHODS FOR VISUAL
PRESENTATION AND SELECTION OF IVR
MENU
(76) Inventors: Tal Lavian, Sunnyvale, CA (US); Zvi
Or-Bach, San Jose, CA (US)
( *) Notice: Subject to any disclaimer, the term of this
patent is extended or adjusted under 35
U.S.C. 154(b) by 88 days.
This patent is subject to a terminal disclaimer.
(21) Appl. No.: 13/276,303
(22) Filed: Oct. 18, 2011
(63)
(51)
(52)
(58)
Related U.S. Application Data
Continuation-in-part of application No. 12/699,618,
filed on Feb. 3, 2010, and a continuation-in-part of
applicationNo.12/707,714, filedonFeb.18, 2010, and
a continuation-in-part of application No. 12/719,001,
Int. Cl.
H04M 11100
U.S. Cl.
(Continued)
(2006.01)
USPC ..................................... 379/88.18; 348/14.01
Field of Classification Search
USPC ................................. 379/93.17, 93.25, 93.26
See application file for complete search history.
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110.) : •
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US008681951Bl
(10) Patent No.: US 8,681,951 B1
(45) Date of Patent: *Mar. 25, 2014
(56)
EP
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References Cited
U.S. PATENT DOCUMENTS
4,653,045 A
4,736,405 A
3/1987 Stanley eta!.
4/1988 Akiyama
(Continued)
FOREIGN PATENT DOCUMENTS
1225754 A3
1001597 A3
7/2003
9/2003
(Continued)
OTHER PUBLICATIONS
Yin, M. and Zhai, S., "The Benefits of Augmenting Telephone Voice
Menu Navigation with Visual Browsing and Search," CHI'06 Proceedings
of the SIGCHI conference on Human Factors in computing
systems: pp. 319-328, ACM, Montreal, Canada (Apr. 2006).
(Continued)
Primary Examiner- Maria El-Zoobi
(57) ABSTRACT
Embodiments of the invention provide a system for generating
an Interactive Voice Response (IVR) database, the system
comprising a processor and a memory coupled to the processor.
The memory comprising a list of telephone numbers
associated with one or more destinations implementing IVR
menus, wherein the one or more destinations are grouped
based on a plurality of categories of the IVR menus. Further
the memory includes instructions executable by said processor
for automatically communicating with the one of more
destinations, and receiving at least one customization record
from said at least one destination to store in the IVR database.
Further, a corresponding method for generating an Interactive
Voice Response (IVR) database is also provided.
20 Claims, 110 Drawing Sheets
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(56)
US 8,681,951 B1
Page 2
Related U.S. Application Data
filed on Mar. 7, 2010, and a continuation-in-part of
application No. 13/022,883, filed on Feb. 8, 2011,
which is a continuation-in-part of application No.
12/699,618, filed on Feb. 3, 2010, application No.
13/276,303, which 1s a continuation-in-part of
application No. 13/022,851, filed on Feb. 8, 2011, now
abandoned, which 1s a continuation-in-part of
application No. 13/276,303, which 1s a
continuation-in-part of application No. 13/022,768,
filed on Feb. 8, 2011, which is a continuation-in-part of
filed on Mar. 11, 2011, which is a continuation-in-part
of application No. 12/699,618, filed on Feb. 3, 2010,
filed on May 23, 2011, which is a continuation-in-part
filed on Jun. 13, 2011, which is a continuation-in-part
filed on Jul. 18, 2011, which is a continuation-in-part
filed on Jul. 20, 2011, which is a continuation-in-part
of application No. 12/699,618, filed on Feb. 3, 2010.
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US 8,681,951 B1
Page 3
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Page 4
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* cited by examiner

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Welcome to our Pizza place.
I
Please press 1 to check your order status
or press 2 to make a new order 222:
rder Statu
206c
t)1
Please press 1 for vegetarian order or
press 2 for non-vegetarian pizza order
208c . Veg V 210c
#1 Non-Veg
':t):2
I
I
I
------------------------------~----------------------------------·
222c
FIG. 20

Device
(Computer/Smartphone)
)302
Display
Radio
Interface
_[__ 304
Central Processing Unit
~ Network
' Interface
324 j
102a j ) 306
Memory
I
Visuphone
I
Input/Output
104 interface
Visual Menu Database ~
308
Other Applications
310
FIG. 3A
v312
314
L '
v316
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PST
N
Gateway f
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112
v318
f---7 Memory
Card
320 H Keyboard
320 H Mouse
H USB 1;-32
11
0
326
a
b
2

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(ComputerfSmartphone) N
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110 •
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304
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104 / interface ' L_ H Keyboard ( ~
Visual Menu Database 322
.-' 306 308 - H USB
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U.S. Patent Mar.25,2014 Sheet 10 of 110 US 8,681,951 B1
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FIG. 14A
FIG. 148
1424
FIG. 14C
1402
1412
Add-On ~(;
1410
1404
1414
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1430
Add-On

1402
FIG. 140
1440
FIG. 14E
Gateway
Zig Bee
1436
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1438
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WiMAX
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>

1504
( __s- -;-tart _)
Detect phone number of a destination dialed from a device
Search for IVR information in visual menu database on the
device
1518
in visual menu
database?
1522
1508
1510
Update the visual menu database from
remote repository
Display the visual menu and associated
information
Detect input from caller on the visual menu
FIG. 15A
Yes

1512
Connect to the destination based on
inputs from the caller
1516 _.----------X.--------,
Maintain the connection till caller or
destination disconnects
Stop
FIG. 158
US 8,681,951 B1

Any menu selection
detected on the
device?
1526 Provide the dialed number as a
destination to remote repository
1528 Update the remote repository
Stop
FIG. 15C
US 8,681,951 B1

f 1620a
Device Destination
Memory
1620b
Database Construction
System Destination
1606
1604 •
Records Database • 1620n
1608
Destination
1616
Processor
1610
Network Interface
1612;-L_ __________________ ~
1602
FIG. 16

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1720 ~ :J L 1728 ' Tree storage Module :J / Database / ' (!)
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1736 VOIP Connection Module I ~1724
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FIG. 178

Database Construction Agent
1722 Targets List Module
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' r ~
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0
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~ 1728 Tree storage Module / ' (::1:)l ' / Database
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0 1608
0. c 1732 __ Speech Recognition (1)
Module
1734 ~ Response Module I ~
1738
1737 IVR Connection Module I "' 1724
!
l!
Destination
FIG. 17C

Start
I
1802a ""... Dial, a phone number of a destination, by a
computer system
I
1804a ".... Record voice options of a voice menu of the
dialed destination

1806a ""_ Analyze the voice menu
I
1808a "'... Enter multiple entries of the voice menu into a
database
I
1810a ._ Generate a visual menu for different entries of
the voice menu
I
1812a ""... Repeat the process for all entries at each level
of the voice menu

Stop
FIG. 18A

U.S. Patent
1802b _
1804b
1806b
No
Mar.25,2014 Sheet 31 of 110
Start
Connect to a destination
Analyze a first level of the audible IVR
menu
Store the information regarding the
audible IVR menu in a database
1810b -. Analyze the sub-menus
1812b Store the information regarding the
sub-menus in the database
Stop
FIG. 188
US 8,681,951 B1
Yes

Category A
r---7 / Dial Tone Selection
1904
Category B Starting Questions
~ .... and
1906 Dial Tone Selection
IVR -
Categories
Category C Personal Information
~ .,..... and
1902 1908 Dial Tone Selection
Category D Dial Tone Selection
y and/or / 1910 Natural Language Selection
FIG. 19

2002 _;{~ __ R_e_c_o_rd_D_a_t_a-.-ba_s_e_c_o_n_t_e_nt_~]
'W
2004a J Please enter invoice number
~
2006a J Please enter the payment amount
~
2008a __/
Please choose your payment card:
Press 1 for VISA or 2 for MasterCard
~
2010a __/
Please say or enter your
Credit Card number
'I
2012a _f
Please enter your Credit Card
expiry date
FIG.20A

Payment Form for ABC
r-------------------------------------------------
1 I
: Please enter invoice number: :
I
I
I
2004b ;: : : '------------------------------------------------
,------------------------------------------------
: Please enter the payment amount
2006b .1!
I
I '------------------------------------------------
~------------------------------------------------~ I I i Please choose your payment card: i
2008b J1 ~ VISA 0 MasterCard :
L------------------------------------------------J
,------------------------------------------------- 1 I
I Please enter your Credit Card number :
I
I I
2010b /! : ________________________________________________ J
I ;:
I
I I
l ________________________________________________ J
2012b
2016
FIG.20B
US 8,681,951 B1
2014

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2102a 2102c ~
_f = ~
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Destination Destination
Property 1 Property 1
Property 2 Property 2 ~ ~
Property 3 Property 3 :-:
N •• •• ~Ul
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0
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Property 2
Property 3
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102a
------------------------------D-e-v--ic-e-- ----- ---------------------,:
: ~M :
:I Board :
I
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:2210
I
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2206
Veg !J1
Pizza Order
2
number
1
2212
2208
Order status
• 3
Talk to
Executive "... 2214
' 1
Home Take ___ 2218 i ) Delivery Away
12216 Q 1 ,:~ 2
~----------j(---------------------------------------------------
2202
FIG.22

U.S. Patent
2302a..
Mar.25,2014 Sheet 37 of 110 US 8,681,951 B1
Start
It
Identify phone number of a destination dialed from a
device
I
2304a .. Determine a location code associated with current location
of the device
2306a...
2308a ..
I
Compare the dialed phone number with one or more
destination phone numbers stored in a database
Display at least one property associated with one or more
destination phone numbers based on the comparison
/
Stop
FIG. 23A

2302b
2304b
2306b'--
2308b
2312b
Identify phone number of a destination dialed from a
device
Determine a location code associated with current location
of the device
Determine a business category associated with dialed
phone number
Search for destination phone numbers matching the
business category of the dialed phone number stored on a
database
Are one or more
destination
phone numbers
available?
Yes
Search for at least one destination phone number from the
destination phone numbers based on location code
FIG. 238

2328b
2330b'- Receive updates from the server
2332b Store updates in the database
on the device
FIG. 23C
US 8,681,951 B1

2314b
2316b
2318b
232Gb
2322
2324b
Is at least one
Display the at least one destination
phone number and associated
properties
Select a destination phone number ,
Display a visual IVR menu of the
selected destination
Select an option from the visual IVR
menu
Connect to the selected option of the
destination
Stop
FIG. 230
No
US 8,681,951 B1
2326b
Display a visual IVR
menu of the dialed
destination phone
number

Start
2402 Identify a number of destination dialed by a caller of the
2404
2406
device
Search for an advertisement associated with the number in
a database
2410
Display the advertisement on the device
2408
Is a selection of
advertisement
by the caller
detected?
Yes
Dial a telephone number corresponding to the
advertisement
(_sto_p)
FIG. 24
No

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U.S. Patent
2602a
2604a..
Mar.25,2014 Sheet 44 of 110 US 8,681,951 B1
Start
Dial, at a device, a phone number of a destination

Compare, the dialed phone number with one or more
phone numbers of destinations stored in the device
I
Display, at the device, a form including one or more data
request fields based on the comparison

Stop
FIG. 26A

Start

2602b Dial a phone number of a destination
il
2604b __ Display a visual IVR menu corresponding to the dialed
number on caller device
il
2606b
Select an option from the displayed visual IVR menu
I
2608b .._ Display a form indicating the information required by the
IVR of the destination

2610b .._ Fill the information in the displayed form
V
2612b .._ Establish a connection between the destination and the
caller device
I
Stop
FIG. 268

102
?
2700
Device
------------------------------------------------------------------------------~
2704 I
271
Pizza Order
2
270
Board
number
1
2708
rder Statu e 3
2714
Talk to
Executive
' 1
.£2720
Home Take Away
1
2718 Scheduling
v-2702
271ef Delivery ~ 2 .J Mode :_ ___________Q__ ____1_ ________~__ _________________________________________________ _:
FIG.27

102
Device
------------------------------------------------------------------------------~
Board
2804
number
1
2806 2808
NRI Banking
3
2826
Accounts Deposits Money Investment
2810
Saving A/C
1
1
CreditA/C
2
Check Talk to
Balance 1 executive 2
2818 2820
2 Transfer 1
2812 2824
2
Talk to
Executive 9
2828
Report lost
card 1
2822
2720
Scheduling
Mode
I
I
lf2802
I ------------------------------------------------------------------------------
FIG.28

Device
r 2904
Q March 2011 Q
Sun Mon Tue Wed Thu Fri Sat
1 2 3 4
5 6 7 8 9 10 11
12 13 14 15 16 17 18
.f 2902
102 19 20 21 22 23 24 25
26 27 28 29 30 31
r 2906
Time
HH V MM {!. ss v AM V
/
2900
FIG.29

Start
3002a ""'- Dial, from a device, a phone number of a destination based
on predefined calling information
3004a ""'- Receiving information from the dialed destination based on
the predefined calling information
3006a Display the received information at the device
It
Stop
FIG. 30A

3002b
3004b
3006b
3008b
3010b
Start
Dial a phone number of a destination from a device
Display a scheduling mode option and a visual Interactive
Voice Response (IVR) menu associated with the dialed
destination
Switch the device to a scheduling mode
Save a selection information including one or more options
of the visual IVR menu
Save a call schedule including a date and time information
3012b
FIG. 308
schedule's date
and time
"30 14b

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

U.S. Patent
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US 8,681,951 B1

3106
Caller
Network
3102b
Device
(Computer+ VOIP)
Visuphone
3104a 7
J
3100
3114
Gateway
PSTN
3110
FIG. 31C
3108b
Second Communication
Device
Visuphone
3104b 7

f 3114
Network Gateway
3108b
~
~ :-:
N
Device Second Communication ~Ul
(Smartphone) Device
N
0.. ..
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Caller
Visuphone Visuphone
rFJ
3104aj
PSTN 3104b.!
3106)
=- ('D
(..'D...
Ul
Ul
0..... .... ....
0
Cellular 3110
Network

3100
FIG. 31 D

U.S. Patent
N
0
N
(")
Mar.25,2014
---,
I
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Sheet 56 of 110 US 8,681,951 B1

Packet Version Traffic Class Flow Label
3302 3304 3306
Payload Length Next Header Hop Limit
3308 3310 3312
Source Address
3314
Destination Address
3316
;
3202a
FIG.33

U.S. Patent
3402a'--
3404a '--
3406a..
Mar.25,2014 Sheet 58 of 110 US 8,681,951 B1
Start
It
Send, by a first communication device, a first
section of a data packet to a second
communication device

Receive, at the first communication device, an
acknowledgement message from the second
Send, by the first communication device, a second
section of the data packet to the second

Stop
FIG. 34A

U.S. Patent
3402b._
3404b
3406b..
Mar.25,2014 Sheet 59 of 110 US 8,681,951 B1
Start
!
Dial, by a device, a phone number of a second
I
Detect a data network at the device
Send a first section of a data packet to the second
communication device when the data network is
detected
I
Stop
FIG. 348

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

U.S. Patent
3412c
3414c
Mar.25,2014 Sheet 61 of 110 US 8,681,951 B1
Receive an acknowledgement message based
on the first section from the second
Send a second section of the packet comprising
second information based on the
acknowledgement message to the second
Stop
FIG. 340

3508a

First party
device
3508b
First party
device
3508c
3508n
First party
device
•• •
First party
device
PSTN
3510 _!
~
~ :-:
N
3502a ~Ul
N
0
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Device 3506
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(Mobile Phone)
Caller rFJ Visuphone (='D-
('D ......
3504 7 0
N
0..... .... ....
0
/
3500
FIG. 35A

3508a
First party
device
3508b

First party
device
3508c
3508n
First party
device
•• •
First party
device
3512
Gateway rE------41 Network
f 3514
~
~ :-:
N
3502b
~Ul
N
0
Device
....
3506 .j;o.
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{Computer+VOIP)
rFJ
Caller =- ('D
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0
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(.H
0..... .... ....
0
!
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FIG. 358

~
00
•
3508a 3512 ~
~
~
~
First party Gateway Network = ~
device
3508b ~
~ :-:
N
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device N
0.. ..
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3508c (Smartphone)
PSTN
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('D
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device 0
.j;o.
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• 0... ........
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device ! Network d
rJl
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0..,
00
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3508a

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device
3508b
First party
device
3508c
PSTN
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device
•• 3508n •
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device !
3500
FIG. 36
3602
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device
Device
(Mobile Phone)
Visuphone
35047
3502a
3506
Caller

3502
I
I
Device ---------------------------------------------------------------------------------,
Veg
3710 #1
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3716/ Delivery
Q1
Board
number
1
3712
3704
3708
rder Statu
8 3
3714
Talk to
Executive
' 1
Take Away f 3718
t 2
/j
;3720a
Communication
Option
v31o2
;3720b
Communication
Option
•
•
• f 3720n
Communication
Option
L--------------------------------------------------------------------------------
FIG. 37

-----------------------------------------~~~i~~---------------------------------~-~~~~-----
Board f 3804
number
1
3806 3808
NRI Banking
3
Accounts
381 0 ....__--::>'~1__,
Deposits
2
Money
Transfer 1
Saving A/C Credit A/C
1 2
Balance 1
3818
Talk to
executive 2
3820
3812 3824
Report lost
card 1
3822
3826
Investment
2
Talk to
Executive 9
3828
;3720a
Communication
Option
) 3720b
Communication
Option
•
•
• ) 3720n
Communication
Option
---------------------------------------------------------------------------------------------
FIG. 38

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4002 ... Receive, at a device, a call from a phone
number of a first party device
4004 ..
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device with the phone numbers stored in the
device
4006
Display the visual IVR menu
4008
Display one or more communication options
4010 Enable a user to select a communication option
I
4012 .__ Establish a communication session based on
the selection
1
Stop
FIG. 40

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6302 Search, at a portable device, for an external
6306
6308
device
No
Connect to the detected external device
Display contents of display of the portable
device on a screen of the external device
Stop
FIG. 63
US 8,681,951 B1

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

A
V
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
'It
Stop
FIG. 648

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------------------ __ _ _ _ - ----------- -D--e-v-i-c-e- --- ---------
Veg
6710 #1
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6771 J Delivery
Board
Number
1
6712
6704
!;- 6702
I
I
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6708:
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6714:
Talk to
Executive
' 1
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t.· 2 J
/i
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---------------------------------- ----------- II ----------
FIG.67
r 6720a
Contact
Option
r 672ob
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Device
------------------------------------------------------------
XYZ Airlines 5904
Board Number _)
1 v 6902
Booking
2
Enter
Booking
Information
1
Status
Inquiry
3
Other
Inquiry
4
6910
6914 6916
Talk to
Executive
2
Enter
Airline
Information
1
Talk to
Executive
2
l------------------------------------------------------------1
FIG. 69
r 6920a
XYZ Domestic
Airline Contact
Option
r 692ob
XYZ International
Airline Contact
Option

102
Device ,----------------------------------------------------------------------------, I
Booking
2
Enter Booking
Information
1
7004
XYZ Domestic
Airlines Number
1
7008
Status Inquiry
3
7010
Other Inquiry
4
7014 7016 7018
Talk to
Executive
2
Enter Airline
Information
1
Talk to
Executive
2
~ 7002
~----------------------------------------------------------------------------'
FIG. 70

Start
I
7102 ""'.._ Dial, at a device, a phone number of a
destination
'I
7104 """'._ Display the visual IVR menu associated with the
dialed phone number
I
7106 Display one or more contact options
,[!
7108 Select at least one contact option
'V
7111 .. Change the display of the visual IVR menu
based on the selection of the contact option
'I
Stop
FIG. 71

Start
lt
7202 ""..__ Collaborate with an IVR maker

7204 Take permission from an IVR owner
1
7206 ... Connect to the IVR system of the IVR owner by
using a maintenance port
It
7208 Access an IVR system of the IVR owner
it
7210 _ Download an IVR customization record from
the IVR owner's database
I
7212 '"'.. Generate a visual menu corresponding to the
IVR customization record
/
Stop
FIG. 72

U.S. Patent
7302 ..
Mar.25,2014 Sheet 103 of 110 US 8,681,951 B1
Start
Dial, at a communication device, a phone number of a
destination
It
7304 , Compare, the dialed phone number with phone numbers of
'- the destinations stored in the communication device
Display, at the communication device, a form including one
7306 .. or more data request fields based on the comparison of
the phone number
Stop
FIG. 73

~
7412 00
•
~
Remote Server ~
~
~ = ~
Remote Database
7414
~
~ :-:
N _f 7402 ~Ul
N
0 7406 Smartphone 7408 ....
.j;o.
;=7404
Communic
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_f 7410 (...'.D.... .
0
Database .j;o.
0..... ....
....
7416 0
l
7400 d
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7512 00
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Advertisement Server ~
~
~
~ = Advertisement ~
Database
7514
~
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J 7502 N
~Ul
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Database 0
Ul
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7516 ....
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""c""'
FIG. 75 u.
=""""' """"'

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

US 8,681,951 B1
1
SYSTEMS AND METHODS FOR VISUAL
PRESENTATION AND SELECTION OF IVR
MENU
2
terns and methods for visual presentation and selection of
IVR menu' and filed on Feb. 3, 2010.
This application is a Continuation-In-Part (CIP) of U.S.
Non-Provisional application Ser. No. 13/159,053 entitled
CROSS REFERENCE TO RELATED
APPLICATIONS
'Systems and methods for visual presentation and selection of
5 'Systems and methods for visual presentation and selection of
IVR menu' and filed on Jun. 13, 2011, which is a Continuation-
In-Part (CIP) of U.S. Non-Provisional application Ser.
No. 12/699,618 entitled 'Systems and methods for visual
presentation and selection ofiVR menu' and filed on Feb. 3,
10 2010.
IVR menu' and filed on Jul. 18, 2011, which is a Continua-
15 tion-In-Part (CIP) of U.S. Non-Provisional application Ser.
IVR menu' and filed on Mar. 7, 2010.
This application is a Continuation-In-Part (CIP) of U.S. 20
IVRmenu'andfiledonFeb. 8, 2011, which is a ContinuationIn-
Part (CIP) of U.S. Non-Provisional application Ser. No.
12/699,618 entitled 'Systems and methods for visual presen- 25
tation and selection ofiVR menu' and filed on Feb. 3, 2010.
'Device and method for providing enhanced telephony' and
filed on Feb. 8, 2011 now abandoned, which is a Continua- 30
tion-In-Part (CIP) of U.S. Non-Provisional application Ser.
2010.
This application is a Continuation-In-Part (CIP) of U.S. 35
filed on Feb. 8, 2011, which is a Continuation-In-Part (CIP) of
U.S. Non-Provisional application Ser. No. 12/699,618
entitled 'Systems and methods for visual presentation and 40
selection ofiVR menu' and filed on Feb. 3, 2010.
IVRmenu'andfiledonFeb. 8, 2011, which is a Continuation- 45
In-Part (CIP) of U.S. Non-Provisional application Ser. No.
12/699,618 entitled 'Systems and methods for visual presentation
and selection ofiVR menu' and filed on Feb. 3, 2010.
2010.
IVR menu' and filed on Jul. 20, 2011, which is a Continuation-
In-Part (CIP) of U.S. Non-Provisional application Ser.
2010.
FIELD OF THE INVENTION
The invention relates to Interactive Voice Response (IVR)
system and more specifically the invention relates to visual
selection of IVR option from a caller device.
BACKGROUND OF THE INVENTION
Interactive Voice Response (IVR) technology is generally
used to detect voice and key inputs from a caller. The advent
of Interactive Voice Response (IVR) systems has reduced
operating costs for many types of businesses for providing
services. Generally, the IVR systems allow a user to interact
with an audio or visual response system. The IVR systems
can provide prompts to a user and receive touch tone and/or
spoken responses on the prompts from the user. Through such
IVR dialogue the system collects sufficient information about
the user to direct the call to the most appropriate resource,
information processing system or the like.
Generally, when the caller calls a destination, such as a
bank, an automated audio IVR menu is played. The audio
IVR menu can contain instructions to provide instant services
such as account balance inquiry when the destination is a
bank. Further, audio menu can provide options for the caller
to connect to a desired end inside the destination. For
example, the menu may direct the caller to press various keys
on a telephone to connect to a particular department or agent.
Non-Provisional application Ser. No. 13/022,909 entitled 50
filed on Feb. 8, 2011, which is a Continuation-In-Part (CIP) of
U.S. Non-Provisional application Ser. No. 12/699,618
entitled 'Systems and methods for visual presentation and
selection ofiVR menu' and filed on Feb. 3, 2010. 55 The audio IVR menu is designed specific to a destination.
'Systems and methods for communicating with an interactive
voice' and filed on Mar. 11, 2011, which is a ContinuationIn-
Part (CIP) of U.S. Non-Provisional application Ser. No. 60
12/699,618 entitled 'Systems and methods for visual presentation
and selection ofiVR menu' and filed on Feb. 3, 2010.
'Portable universal communication device' and filed on May 65
23,2011, which is a Continuation-In-Part (CIP) ofU.S. NonProvisional
application Ser. No. 12/699,618 entitled 'Sys-
Therefore, each destination or organization may have different
audio IVR menus. Further, the IVR menu in an organization
can be based on the type of departments, type of services,
customer care executives or agents and so forth. For example,
an IVR menu of a bank may include options related to the
account details of the caller, while an IVR menu of a pizzeria
may contain options to order or select a pizza.
Typically, the caller calling the destination may have to
listen and follow instructions on the menu to get a desired
response or a function performed. Therefore, the process can
be time consuming. Moreover, in case the caller provides an
incorrect input, the complete process may have to be

US 8,681,951 B1
3
repeated. Furthermore, the IVR menu for an organization
may be updated or changed regularly. For example, extension
numbers inside an organization may be changed and correspondingly,
the extension numbers associated with the IVR
menu may be updated. As a result, a frequent caller may not
be able to reach a desired end by remembering a combination
of numbers. Furthermore, the dialed destination may not
include the information desired by the user. In such a case, the
user may have to call the destination again for retrieving the
desired information. Therefore, the user may become frustrated
with the IVR systems.
Usually, the IVR menus are same for all the users. Therefore,
the customer has to listen them carefully to select the
appropriate option. The user may have to wait for long time
for receiving information while interacting with the IVR systems.
Moreover, sometimes the requested information might
not be available at the time when the user calls the destination.
Therefore, the user may have to either wait for long time or
call again later. For example, the user may desire to talk to a
customer care executive of the destination, who is busy at the
time of the call. Therefore, the call of the user may be put on
hold or he may be asked to call later.
Some prior art try to address this problem by providing
visual form of IVR. These prior arts display the IVR menu
graphically on a caller device. U.S. Pat. No. 7,215,743
assigned to International Business Machines Corporation and
a published U.S. patent application Ser. No. 11/957,605, filed
Dec. 17, 2007 and assigned to Motorola Inc., provides the
IVRmenu of the destination ina visual form to the caller. The
caller can select the options from the IVR menu without
listening to the complete audio IVR menu. However, the IVR
menu displayed on the caller device is stored on an IVR server
at the destination end. As a result, the visual IVR menu is
specific to the destination and only the IVR of the destination
dialed is displayed. These techniques therefore, require each
destination to set-up hardware, software and other facilities to
be deployed for providing visual IVR servers.
A U.S. Pat. No. 7,460,652, assigned to AT&T Intellectual
Property I, L.P., discloses techniques for call routing and
communication with a call originator. The call may be
received at an automated call handling system. Thereafter, the
call is evaluated based on a set ofbusiness rules and routed to
an interactive voice response unit based on the evaluation.
Further, the interactive voice response unit automatically
schedules and sends an email to the originator of the call.
However, the scheduling of the email is performed after
establishing a communication with the automated call handling
system. Moreover, the scheduling is performed at the
automated call handling system.
4
An existing technique, as disclosed in U.S. Pat. No. 6,920,425
assigned to Norte! Networks Limited, discloses an automated
script to convert the audible menus scripts to visual IVR menu
scripts. However, the audible menus scripts must be available
in a particular format to enable the conversion. Furthermore,
the audio menu scripts must be available or downloadable for
the program to function. As a result, only the audio menus
scripts that are available can be converted to visual IVR menu
scripts. Furthermore, the device of the caller must be designed
10 or progrmed to understand the visual IVR menu scripts.
Various organizations encourage the customers to call
them for information on their products or services, or for
helping existing customers. Generally, a contact number is
provided by the organizations on their website as a button.
15 Therefore, when the customer presses the button a form is
displayed. The customer then enters his contact number
where an executive from the organization may call. However,
this may be time consuming for the customer. Moreover, the
customer may be not being able to talk to another executive
20 during the call in case the on-line executive is not able to
satisfy the customer. U.S. patent application Ser. No. 12/049,
021, filed Mar. 14, 2008 and assigned to Harprit Singh, provides
methods and systems for displaying an IVR menu,
when the caller clicks a link on a webpage provided by the
25 organization. However, the customer is still required to
request the webpage with embedded information from a
server of the organization. Moreover, the methods and systems
are limited to the organizations that provide the required
webpage to the customers. Other technologies include U.S.
30 patent application Ser. No. 11/877,952 filed Oct. 24, 2007 and
assigned to International Business Machine Corporation.
The effectiveness of providing the IVR in visual form is
discussed in a technical paper titled, 'The Benefits of Augmenting
Telephone Voice Menu Navigation with Visual
35 Browsing and Search' by Min Yin eta!. The paper discusses a
setup where visual content of the IVR is sent from a service
provider to a computer connected to a mobile phone. However,
the technique discussed in the paper is limited to the
visual content provided by the service provider's end, after
40 the connection is established. Moreover, the providers are
required to individually set up the hardware and services for
providing visual content.
As discussed above the existing technologies have various
limitations. Hence, techniques are desired for providing
45 enhanced telephony.
SUMMARY
Another existing technique as disclosed in U.S. Pat. No. 50
6,560,320 assigned to International Business Machines Corporation
enables an operator of the IVR to send customized
signals to the caller for generating and displaying graphical
elements on the device of the caller. Thereafter, the caller can
respond by selecting options through touch-screen interface 55
of the device. Dual Tone Multi frequency (DTMF) signals of
the IVR. However, this technique requires a specifically configured
device to interpret the codes sent as Dual Tone Multi
frequency (DTMF) signals for generating the graphics. Moreover,
an operator is required to present the graphics to the 60
caller. Furthermore, specialized software and hardware are
required at the operator to design and generate DTMF codes.
Therefore, the technique faces various practical limitations.
Embodiments of the present invention provide a system for
enhancing user interaction with a plurality of destinations
comprising one or more Interactive Voice Response (IVR)
menus. The system includes a processor and a memory
coupled to the processor. The memory includes a database
comprising a list of telephone numbers associated with the
plurality of destinations. Further, the memory includes
instructions executable by the processor for automatically
selecting at least one visual IVR menu from said database and
displaying said at least one visual IVR menu to a user. The at
least one visual IVR menu is associated with a telephone
number dialed by the user from the list of telephone numbers.
Further the at least one visual IVR menu includes at least one
ICOn.
enhancing user interaction with a plurality of destinations
menus. The system includes a processor and a memory
coupled to the processor. The memory includes a database
Generally, the IVR menus of the organizations are in form
of audible menu. Moreover, there are a large number of orga- 65
nizations that use IVR menus. Therefore, converting the
audible menus to visual IVR menus can be time consuming.

US 8,681,951 B1
5 6
least two records have the same business category. Also, the
database includes a standard menu for the same business
category.
comprising a list of telephone numbers associated with the
plurality of destinations. Further, the memory includes
instructions executable by the processor for automatically
selecting at least one visual IVR menu from the database and
displaying the at least one visual IVR menu to a user. The
visual IVR menu is associated with a telephone number
dialed by the user from the list of telephone numbers. Furthermore,
the database includes at least two records associated
with at least two distinct destinations. Each of the at least
two records includes a business category field, and each of the
at least two records have the same business category. Additionally,
the database includes a standard menu for said same
business category.
Embodiments of the present invention provide a method
for enhancing user interaction with a plurality of destinations
comprising Interactive Voice Response (IVR) menus. The
method includes selecting automatically at least one visual
IVR menu from a database at a device. The database includes
a list of telephone numbers associated with the plurality of
10 destinations. Further, the method includes displaying said at
least one visual IVR menu to a user, wherein said at least one
dialed by the user from a list of telephone numbers. Further-
Here, the database includes at least one record based on
personal information of the user that may be filled in a form
displayed, to the user, by the system.
In an aspect of the invention, a system selects and displays
at least one advertisement along with a visual IVR menu. The
15 more, the method includes selecting and displaying at least
one advertisement. The at least one advertisement is selected
based on at least one category associated with said at least one
visual IVR menu.
at least one advertisement may be selected and display based 20
on a category of the visual IVR menu. Further, the visual IVR
menu and the advertisement are displayed based on the time
of dialing of the telephone number by a user.
enhancing user interaction with a plurality of destinations 25
comprising Interactive Voice Response (IVR) menus. The
system includes a processor and a memory coupled to the
processor. The memory includes a database comprising a list
of telephone numbers associated with the plurality of destinations.
Further, the memory includes instructions executable 30
by the processor for automatically selecting at least one visual
IVR menu from the database and displaying the at least one
visual IVR menu to a user. The at least one visual IVR menu
In an aspect of the invention a call to a destination is
scheduled based on predefined calling information. At least
one visual IVR menu associated with each of the plurality of
destinations may be stored in a database. A phone number of
a destination from a plurality of destinations may be dialed
based on predefined calling information. The predefined call-ing
information is selected from a visual IVR menu associated
with the destination. Further, information from the dialed
destination may be received based on the predefined calling
information. The received information may further be displayed.
Advantageously, the invention provides to a caller a visual
IVR menu corresponding to an audible IVR menu of a destination.
This may enable the caller to directly interact with the
visual IVR menu without listening to the audible IVR menu
is associated with a telephone number dialed by the user from of the destination. Further, the visual IVR menu is displayed
the list of telephone numbers. Further, the memory includes
instructions executable by the processor for selecting and
displaying at least one advertisement. The at least one advertisement
is selected based on at least one category associated
with the at least one visual IVR menu.
35 based on the time of dialing a phone number, corresponding
to the destination, by the caller. Furthermore, the visual IVR
menu of the destination may be provided according to the
location of a communication device of a caller and/or a location
of the dialed destination phone number. This may pro-
In an aspect of the invention, a telephone number may be
dialed through a portable device and at least one IVR menu,
corresponding to the dialed telephone number, may be displayed
through an external device.
Embodiments of the present invention provide a method
menus. The method includes selecting at least one visual IVR
menu from a database at a device automatically. The database
includes a list of telephone numbers associated with a plural-
40 vide the visual IVR menu(s) of one or more destinations
having location near to the location of the communication
device of the caller. Additionally, the invention provides a
standard visual IVR menu corresponding to a business category
associated with the destination. The standard menu
45 may be common for at least two destinations corresponding to
the business category.
ity of destinations. The method further includes displaying 50
the at least one visual IVR menu to a user. The at least one
dialed by the user from the list of telephone numbers. Further
the at least one visual IVR menu includes at least one icon.
BRIEF DESCRIPTION OF THE DRAWINGS
Having thus described the invention in general terms, reference
will now be made to the accompanying drawings,
which are not necessarily drawn to scale, and wherein:
FIG. lA illustrates an exemplary enviroument where various
embodiments of the invention may function;
FIG. lB illustrates another exemplary environment where
various embodiments of the invention may function;
FIG. lC illustrates yet another exemplary environment
where various embodiments of the invention may function;
FIG. 2A illustrates an exemplary audible Interactive Voice
60 Response (IVR) menu at a destination, in accordance with an
embodiment of the invention;
Embodiments of the present invention provide a method 55
menus. The method includes selecting at least one visual IVR
menu from a database at a device automatically. The database
includes a list of telephone numbers associated with the plurality
of destinations. Further, the method includes displaying
the at least one visual IVR menu to a user. The visual IVR
menu is associated with a telephone number dialed by the user
from the list of telephone numbers. Further, the database
includes at least two records associated with at least two 65
distinct destinations. Furthermore, each of the at least two
records includes a business category field, and each of said at
FIG. 2B illustrates an exemplary visual IVR menu at a
device corresponding to the audible IVR menu of the destination,
in accordance with an embodiment of the invention;
FIG. 2C illustrates an exemplary visual IVR menu that
displays graphics for each option of an IVR menu, in accordance
with an embodiment of the invention;

US 8,681,951 B1
7
FIG. 2D illustrates an exemplary visual IVR menu that
displays tooltip when a curser is hovering over an option for
more than a certain time without action, in accordance with an
FIGS. 3A and 3B illustrate exemplary components of the
device for implementing a Visuphone, in accordance with an
FIG. 4 illustrates an exemplary display of the visual IVR
menu on the device, in accordance with an embodiment of the
invention;
FIG. 5 illustrates exemplary components of the device for
implementing the Visuphone, in accordance with another
FIG. 6 illustrates an exemplary display of the visual IVR
menu on the device, in accordance with another embodiment
of the invention;
FIG. 7 illustrates a webpage displayed on the device that
may be used to initiate a connection to the destination, in
accordance with an embodiment of the invention;
FIG. 8 illustrates an exemplary software architecture of
Visuphone, in accordance with an embodiment of the invention;
FIG. 9 illustrates an exemplary components of the Visuphone,
FIG. 10 illustrates an exemplary remote server for storing
information required by the Visuphone, in accordance with an
10
8
FIG. 23A illustrates a flow diagram for providing representation
of destinations based on position, in accordance
FIGS. 23B, 23C, and 23D illustrate a flow diagram for
providing representation of destinations based on position, in
accordance with another embodiment of the invention;
FIG. 24 illustrates flowchart for presenting advertisement
along with the visual IVR menu on the device, in accordance
FIG. 25A illustrates an exemplary information process for
an IVR menu stored in records database, in accordance with
an embodiment of the invention;
FIG. 25B illustrates an exemplary web form generated for
the information process of FIG. 25A, in accordance with an
15 embodiment of the invention;
FIG. 26A illustrates a flowchart for submitting personal
information of a caller by Visuphone, in accordance with an
FIG. 26B illustrates a flowchart for submitting personal
20 information of a caller by Visuphone, in accordance with
another embodiment of the invention;
FIG. 27 illustrates an exemplary representation of a visual
IVR menu associated with the dialed phone number of the
destination along with a scheduling mode option, in accor-
25 dance with an embodiment of the invention;
FIG. 11 illustrates presentation of a visual IVR menu in
case of call forwarding, in accordance with an embodiment of 30
the invention;
FIG. 28 illustrates another exemplary representation of a
visual IVR menu associated with the dialed phone number of
the destination along with a scheduling mode option, in
FIG. 29 illustrates an exemplary display at the device after
switching to a scheduling mode, in accordance with an
FIG. 12 illustrates the presentation of the visual IVR menu
when a phone connection is associated with a wide band
internet 'smart' modem;
when a telephone connection is established through an external
telephone service by using a computer;
FIG. 30A illustrates a flowchart for providing enhanced
telephony by presenting a scheduling mode option to the
35 caller, in accordance with an embodiment of the invention;
FIGS. 14A-G illustrate a Visu-add-on that provides features
and functionality of the Visuphone;
FIGS. 15A, 15B, and 15C illustrate a flow diagram for
presenting, selecting and updating visual IVR menus, in
40
FIG. 16 illustrates exemplary components of a device for
implementing a database construction system, in accordance 45
FIGS.17 A, 17B, and 17C illustrate exemplary components
of the database construction system, in accordance with an
FIG. 18A illustrates a flow diagram for creating a database so
for visual IVR menus, in accordance with an embodiment of
the invention;
FIGS. 30B and 30C illustrate a flowchart for providing
enhanced telephony by presenting a scheduling mode option
to the caller, in accordance with another embodiment of the
invention;
FIGS. 31A, 31B, 31C and 31D illustrate exemplary environments
where communication device may exchange one or
more messages/data packets for establishing communication
session, in accordance with various embodiments of the
invention;
FIG. 32 illustrates an exemplary packet sent from a device
to a second communication device, in accordance with an
FIG. 33 illustrates an exemplary structure of a first section
of the packet sent to the second communication device, in
FIG. 34A illustrates a flowchart for establishing communication
among a plurality of communication devices, in
FIG. 18B illustrates a flow diagram for creating a database accordance with an embodiment of the invention;
for visual IVR menus, in accordance with another embodiment
of the invention;
FIG. 19 illustrates an exemplary set ofiVR categories;
FIG. 20A illustrates an exemplary information process
stored in a database, in accordance with an embodiment of the
invention;
FIG. 34B illustrates a flowchart for establishing commu-
55 nication among a plurality of communication devices, in
FIGS. 34C and 34D illustrate a flowchart for communicating
among a plurality of communication devices, in accordance
with yet another embodiment of the invention;
FIG. 20B illustrates an exemplary web form generated for 60
the information process of FIG. 20A;
FIG. 21 illustrates an exemplary display of representations
of destinations on the device, in accordance with an embodiment
of the invention;
FIG. 22 illustrates an exemplary visual IVR menu of the 65
selected destination with added graphics at a device, in accordance
FIGS. 35A, 35B, and 35C illustrate an exemplary communication
network where a call is received at a device from a
first party device, in accordance with various embodiments of
the invention function;
FIG. 36 illustrates yet another exemplary communication
network in which an IVR is displayed when a call is received
at a device, in accordance with an embodiment of the inven-tion;

US 8,681,951 B1
9
FIG. 37 illustrates an exemplary visual IVR menu along
with one or more communication options at a device, in
FIG. 38 illustrates another exemplary visual IVR menu
along with one or more communication options at a device, in
when a phone connection is associated with a wide band
internet 'smart' modem;
FIG. 40 illustrates a flowchart for providing enhanced tele- 10
phony when a call is received, in accordance with an embodiment
of the invention;
FIG. 41 illustrates an environment where a device may be
connected to an external device, according to an embodiment 15
of the invention;
FIG. 42 illustrates an exemplary functioning of the device
(portable device) in the environment of FIG. 41, in accordance
FIG. 43 illustrates an exemplary functioning of the por- 20
table device such as a smart phone connected to a laptop in the
environment of FIG. 41, in accordance with another embodiment
of the invention;
FIG. 44 illustrates an exemplary functioning of the portable
device connected to a large display screen in the envi- 25
ronment of FIG. 41, in accordance with another embodiment
of the invention;
device such as the smart phone connected to a television
screen in the environment of FIG. 41, in accordance with yet 30
10
screen in the environment of FIG. 52 or FIG. 53, in accordance
with another embodiment of the invention;
FIG. 57 illustrates another exemplary functioning of the
portable device connected to a mobile phone and a television
in the environment of FIG. 52 or FIG. 53, in accordance with
device connected to a mobile phone and a laptop in the
environment of FIG. 52 or FIG. 53, in accordance with yet
portable device connected to a picture frame and a wired
telephone in the environment of FIG. 52 or FIG. 53, in accordance
with yet another embodiment of the invention;
device connected to a mobile phone and a GPS navigation
system in the environment of FIG. 52 or FIG. 53, in
FIG. 61 illustrates an exemplary display of an Interactive
Voice Response menu (IVR) on a large display screen connected
to a portable device and a user device such as smart
phone, in accordance with an embodiment of the invention;
FIG. 62 illustrates a block diagram of portable device 5202,
FIG. 63 is a flowchart illustrating the functioning of portable
device 4102, in accordance with an embodiment of the
invention;
FIGS. 64A and 64B illustrate a flowchart for implementing
the portable device in the environment ofF I G. 52 and FIG. 53,
device connected to a picture frame in the environment
of FIG. 41, in accordance with another embodiment of the
invention;
device connected to a Global Positioning System (GPS)
navigation system in the environment of FIG. 41, in accordance
with another embodiment of the invention;
device connected to a laptop and a large screen in the
35 environment of FIG. 52 or FIG. 53, in accordance with
device, such as the smart phone, connected to a projector
in the environment ofFIG. 41, in accordance with yet another
FIG. 49 illustrates an exemplary display of an Interactive
Voice Response (IVR) menu on a large display screen connected
to a portable device such as the smart phone, in accordance
FIG. 50 illustrates block diagram of the portable device, in
device such as the laptop connected to a large screen in
the environment of FIG. 41, in accordance with yet another
40 embodiment of the invention;
FIG. 67 illustrates an exemplary functioning ofVisuphone
for displaying one or more contact options at a device, in
FIG. 68 illustrates change of display at user device 102,
45 when a user selects a contact option, in accordance with an
FIG. 69 illustrates an exemplary functioning ofVisuphone
for displaying one or more contact options at a device, in
FIG. 51 illustrates block diagram of the portable device, in 50
FIG. 70 illustrates change in display at device 102 based on
selection of a contact option by a user of device 102, in
FIG. 52 illustrates an environment where a portable device accordance with an embodiment of the invention;
may be connected to a user device, in accordance with an
FIG. 53 illustrates an environment where a portable device
may be connected to a user device, in accordance with another
device connected to a mobile phone in the environment
FIG. 71 illustrates a flow diagram illustrating an exemplary
functioning of the Visuphone for displaying one or more
55 contact options at a device, in accordance with an embodiment
of the invention;
FIG. 72 illustrates a flowchart for creating a database of
visual IVR menus, in accordance with an embodiment of the
invention;
of FIG. 52 or FIG. 53, in accordance with an embodiment of 60
the invention;
FIG. 73 illustrates a flowchart for providing enhanced telephony
at a communication device, in accordance with an
FIG. 55 illustrates exemplary functioning of the portable embodiment of the invention;
device connected to a mobile phone and a projector in the
environment of FIG. 52 or FIG. 53, in accordance with
65
portable device connected to a mobile phone and a large
FIG. 74 illustrates an environment where various embodiment
of the invention may function;
FIG. 75 illustrates an environment explaining functionality
of an advertisement server, in accordance with another

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Visual Presentation and Selection of IVR Menu Patent

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