Cellular telephone systems with support for converting voice calls to data sessions

Wireless electronic devices such as cellular telephones may communicate with computing equipment such as servers over a network. Voice telephone calls may be routed over voice links in a voice network and data may be conveyed over data links in a data network. The voice network may be formed using the public switched telephone network. The data network may be formed using the Internet. Cellular base stations may form wireless links with the wireless devices. A server may store information on the current internet protocol address of a wireless device user. The user may place a voice telephone call to an organization. In response to receiving the voice telephone call, a server may automatically transmit information such as web pages or other data that includes interactive on-screen options to the wireless device using the current internet protocol address of the device.

PICTURE/VIDEO MESSAGING SYSTEM FOR EMERGENCY RESPONSE

Systems and methods are provided to guide an emergency dispatcher in responding to emergency communications. The systems and methods may allow the dispatcher to use one or more of a plurality of different communication methods to communicate with a person needing assistance, such as by sending graphical multimedia messages with instructions for treatment. The systems and methods can include an emergency police, emergency fire, and/or emergency medical dispatch protocol configured to facilitate rapid, uniform, and consistent handling of communications. The emergency dispatch protocol presents a pre-scripted interrogation, including preprogrammed inquiries for a dispatcher to ask the person needing assistance. The dispatch protocol may facilitate quick deployment of responders. The emergency dispatcher may be able to manually or automatically send pre-dispatch or post-dispatch instructions in pictorial or video format to the person needing assistance for more effective guidance and/or instruction of treatment methods.

TECHNICAL INTERACTION OF A USER DEVICE WITH A DEVICE CALLED

L'invention concerne une technique d'interaction d'un dispositif utilisateur (10, 11) avec un dispositif appelé (20). Lorsqu'une demande d'établissement d'une communication vocale entre le dispositif utilisateur et le dispositif appelé est émise, le dispositif utilisateur détecte que le dispositif appelé met en œuvre des étapes d'interaction vocale automatisées. Un menu d'interaction est alors reçu au moyen d'une session multimédia établie entre le dispositif utilisateur et le dispositif appelé et est affiché sous forme sur un écran du dispositif utilisateur. Une donnée de sélection relative au menu d'interaction reçu est alors saisie par un utilisateur du dispositif utilisateur et est envoyée par le dispositif utilisateur sous forme textuelle au moyen de la session multimédia. The invention relates to a technique for interaction of a user device (10, 11) with a called device (20). When a request for establishing a voice communication between the user device and the called device is issued, the user device detects that the called device implements automated voice interaction steps. An interaction menu is then received by means of a multimedia session established between the user device and the called device and is displayed in form on a screen of the user device. A selection data relating to the received interaction menu is then entered by a user of the user device and is sent by the user device in text form by means of the multimedia session.

Systems and methods for providing multi-modal interaction via user equipment

A system described herein may provide a technique for a multi-modal interaction experience with a User Equipment (“UE”) via multiple concurrent presentation modes. Such multiple modes may include a voice call with an interactive voice response (“IVR”) system, as well as the simultaneous presentation of information and/or selectable options at a UE associated engaged in the voice call with the IVR system. The information may be presented via a graphical user interface at the UE that is engaged in the call with the IVR system. In this manner, the UE may provide a multi-modal experience to a user, in which the user can simultaneously interact with the IVR system via the call, and can also receive or provide further interactions related to call via the GUI.

Systems and methods for visual presentation and selection of IVR menu

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.

Mobile contacts outdialer and method thereof

A Mobile Voice Self Service (MVSS) mobile device incorporating a mobile contacts outdialer and method thereof. The MVSS mobile device may include a connection application operable to connect to at least one contact device. The connection application may include a launch interface that displays a representation of the at least one contact device, a selection interface that allows a user of the MVSS mobile device to select one or more of the at least one contact device, and a contact protocol operable to communicate with the selected at least one contact device. The multimedia application may be operable to present a multimedia presentation to the selected at least one contact device, wherein the multimedia application is further operable to solicit and collect one or more responses from the at least one contact device to the multimedia presentation.

Web-based generation of telephony-based interactive voice response applications

A method of analyzing a menu structure associated with an interactive voice system that supports interactive voice response users is disclosed. A graphical representation of the menu structure is generated and communicated to an on-line user. The graphical representation is used by the on-line user to select graphical menu items corresponding to interactive voice response prompts.

Method and system for establishing a communication channel bewtween computing devices in a customer care enviroment

System and method for consumer-initiated business solicitation calling system

VOICE MENU OPTIMIZATION METHOD AND SYSTEM

PATH LEARNING FEATURE FOR AN AUTOMATED TELEMARKETING SYSTEM

PATH LEARNING FEATURE FOR AN AUTOMATED TELEMARKETING SYSTEM A telemarketing system is arranged such that the system "learns" the path that the user repeatedly selects over a period of time and thereafter gives the user the option of advancing to the end point of that path without the user having to listen and respond to system prompts.

A playing method and realization device for dynamic audio and video menu

método e aparelho para armazenar número de telefone e método e aparelho para discar número de telefone

ON-HOLD VISUAL MENU FROM A USER'S COMMUNICATIONS DEVICE

A user equipment communications device is configured to provide personal content to a party to a call with a user of the device, when the user places the party on hold. The device determines that the party has been placed on hold and that the user has enabled sharing of personal content with the party. The device then transmits a visual menu to a communications device of the party via a data network, to allow the party to select a type of personal content to receive from the device while the party is on hold. When the device receives a selection from the party's device indicating the type of personal content, it transmits a personal information asset to the party's device according to the type of personal content indicated by the selection. Other embodiments are also described and claimed.

Systems and methods for communicating with an interactive voice response system

Embodiments of the present invention provide a communication device. The communication device comprises a processor. Further, the communication device comprises a memory coupled to the processor. The memory comprises a database comprising at least one visual Interactive Voice Response (IVR) menu associated with at least one IVR system. Further, the memory comprises instructions executable by the processor for sending a first section of a data packet to a second communication device. The first section comprising first information is sent based on a visual IVR menu associated with the second communication device. Further, the memory comprises instructions executable by the processor for receiving an acknowledgement message from the second communication device based on the first section of the data packet. Furthermore, the memory includes instructions executable by the processor for sending a second section of the data packet to the second communication device based on the acknowledgement ...

Call path display telephone system and method

A call path display telephone system includes an establishment telephone and a user telephone. The establishment telephone includes a memory, communication module and controller. The user telephone includes a memory, microphone, speaker, keypad, communication module, controller, and a visual input/output module. The desired menu options for a call path are visually displayed to a user to allow the user to more rapidly and efficiently navigate through the call path menu. Unlike prior-art voice based systems, it is not necessary to sequentially listen to all available options; they can be rapidly viewed visually and selected as desired. A method of communicating call path menu data from an establishment to a user includes placing a telephone call from a user telephone of the user to an establishment telephone of the establishment, downloading the call path menu data from the establishment, visually displaying the call path menu data to the user, and then having the establishment accept a selection from the user in response to the visual display of the call path menu data.

System and method for supporting self service and associated agent-assisted service call routing

A method and system support an interaction of a user with a self service application via a self service access terminal, which may be a mobile device. The user employs the self service access terminal to navigate a decision tree associated with the self service application. When the user reaches a point in the decision tree which indicates that an agent-assisted service session should be initiated between the user and a human agent, the voice call may be initiated and data associated with the interaction with the self service application is communicated to an agent computer which displays the data to the human agent who handles the voice call. The data may include user data, environmental data, line-of-business data pertaining to the user, and/or data indicating the path on the decision tree which the user traversed prior to the voice call.

СПОСОБ И УСТРОЙСТВО ДЛЯ ВОСПРОИЗВЕДЕНИЯ ДИНАМИЧЕСКИ ИЗМЕНЯЮЩИХСЯ АУДИО- И ВИДЕОМЕНЮ

1. Способ для воспроизведения динамически изменяющихся аудио и видеоменю, содержащий этапы, на которых: ! разъединяют аудио и видеоданные, по меньшей мере, в двух полученных пунктах аудио и видеоменю в аудиоданные и видеоданные соответственно; ! объединяют разъединенные видеоданные в один поток видеоданных; и ! воспроизводят аудиоданные и объединенный поток видеоданных. ! 2. Способ по п.1, в котором аудиоданные объединяют в соответствии с установленными правилами, из, по меньшей мере, двух каналов аудиоданных, и, по меньшей мере, два канала аудиоданных получаются после разъединения. ! 3. Способ по пп.1 и 2, дополнительно содержащий этапы, на которых: принимают вариант выбора вводимых данных, посланный пользователем, во время воспроизведения видеоданных и аудиоданных; и ! выполняют соответствующий процесс обслуживания согласно варианту выбора вводимых данных. ! 4. Способ по п.3, в котором: ! если пользователь не вводит никакой информации варианта выбора, то после повторного воспроизведения звукового указания в течение нескольких моментов времени или в течение установленного временного отрезка, останавливают воспроизведение аудио и видео, возвращаются на верхний уровень меню, выходят из системы или вводят установленный последующий процесс обслуживания. ! 5. Способ по п.1, дополнительно содержащий этапы, на которых: ! определяют пункты аудио и видеоменю, которые нужно воспроизвести на определенной строчке динамически изменяющихся аудио и видеоменю; ! получают пути хранения сохранения файла видеоуказания всех пунктов аудио и видеоменю, и определение положения видеоокна каждого пункта динамически изменяющегося м�

Verfahren und Netzelement zur Steuerung des Aufbaus von Kommunikationsverbindungen

Gemäß der vorliegenden Erfindung wird ein Verfahren zur Steuerung des Aufbaus einer Kommunikationsverbindung in einem Kommunikationsnetz (NW) vorgesehen. Eine von einem ersten Teilnehmer mit dessen Endgerät (A) angeforderte Verbindung wird zu einem Netzelement (N) geleitet, in welchem eine Anschlußsteuerung für das gerufene, zweite Endgerät (B) erfolgt. Es wird der Status des zweiten Endgeräts (B) oder des gerufenen Teilnehmers bestimmt. Ferner werden mindestens zwei Möglichkeiten zur Weiterbehandlung des Aufbaus der Kommunikationsverbindung ermittelt. Sowohl Status des gerufenen Teilnehmers als auch die Möglichkeiten für den weiteren Verbindungsaufbau werden an den ersten Teilnehmer geleitet. Eine durch den ersten Teilnehmer ausgewählte Möglichkeit wird erfaßt und die Kommunikationsverbindung wird entsprechend aufgebaut. Der Vorteil liegt darin, daß der rufende Teilnehmer beispielsweise entscheiden kann, zu welchem von mehreren Weiterleitungszielen die Kommunikationsverbindung weitergeleitet ...

APPARATUS FOR PROVIDING CALL CENTER MENU INFORMATION IN CONJUNCTION WITH CALL CENTER MENU DURING CALL SERVICES AND METHOD FOR PROVIDING CALL CENTER MENU INFORMATION USING THE SAME

SYSTEM AND METHOD FOR COMMUNICATING WITH INTERACTIVE SERVICE SYSTEMS

An interaction system is described, which can reside on a cellular phone, a personal data assistant (PDA), a laptop computer, or any general purpose computing device. The interaction system provides a greatly simplified user interface for communication with interactive service systems. The interaction system builds the user interface by interpreting an associated profile that enables a user to access the interactive service system. The entire menu system of the interactive service system is presented to the user in a simple and easy to navigate set of menus, user input prompts and audible outputs of requested user information and confirmations. The interaction system saves time and minimizes user entry errors. The system leverages existing interactive service systems while taking full advantage of computing device features.

Method of providing limited access to preserve privacy within a message system

A method of preserving privacy in an electronic storage-and-retrieval message system includes providing access by designated persons to manipulating interface features for storage/retrieval information related to directing messages, while restricting access to any stored messages. In a voice mail system, the storage/retrieval interface feature includes the greeting that is presented to a calling party. A first access code, such as a password, is assigned to enable access to the interface features, while a second access code is assigned to enable message-retrieval. In the preferred embodiment, changes to a greeting or the like are reported in an audit message that is stored in the user's mailbox. The audit message is automatically generated. The audit message notifies the user of the history of any changes. Changes to a greeting may also be automatically generating by using a stepped sequence of prompts to solicit information relating to the user. For example, in a voice mail system, the ...

Artificial intelligence for a graphically interactive voice response system

The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.

Entering information using terminals with limited I/O capabilities

To enable quick selection of predefined text, there are provided a scenario information storage section for information that defines multiple predefined texts that are input candidates along with relationships between the predefined texts and a predefined text expected to be input next, an input section for accepting information input by an operation key, an output section for outputting a button having a predefined text as a label to an LCD, a receiving section for receiving a sent message, a sending section for sending a predefined text passed thereto, and a control section for passing a first predefined text defined by the scenario information as an input candidate to the output unit and to the sending section and passing a second predefined text, which is defined by the scenario information to be input following the first predefined text, as an input candidate.

SYSTEMS AND METHODS FOR PROVIDING MULTI-MODAL INTERACTION VIA USER EQUIPMENT

A system described herein may provide a technique for a multi-modal interaction experience with a User Equipment (“UE”) via multiple concurrent presentation modes. Such multiple modes may include a voice call with an interactive voice response (“IVR”) system, as well as the simultaneous presentation of information and/or selectable options at a UE associated engaged in the voice call with the IVR system. The information may be presented via a graphical user interface at the UE that is engaged in the call with the IVR system. In this manner, the UE may provide a multi-modal experience to a user, in which the user can simultaneously interact with the IVR system via the call, and can also receive or provide further interactions related to call via the GUI.

PERSONALISIERTE DATA PROCESSING CIRCUIT

TRIGGERING CONDITIONS OF INTERACTIVE APPLICATIONS

La présente invention concerne un procédé, mis en œuvre par un terminal téléphonique pour le déclenchement d'une application interactive sur reconnaissance de numéro d'appel, le procédé comprenant les étapes dans lesquelles : le numéro de téléphone d'un appel émis vers un numéro appelé ou d'un appel reçu d'un numéro appelant est comparé à une liste de numéros prédéterminés, si ledit numéro courant est présent dans ladite liste de numéros prédéterminés (110), une application interactive est animée et présentée à l'utilisateur (160), et si en outre, l'appel est un appel sortant (170), la communication téléphonique correspondant audit appel sortant est inhibée (180).

PICTURE/VIDEO MESSAGING SYSTEM FOR EMERGENCY RESPONSE

METHOD AND APPARATUS FOR PLAYING DYNAMIC AUDIO AND VIDEO MENUS

A method and an apparatus for playing dynamic audio and video menus are provided herein to play two or more audio and video menu items dynamically. Specifically, the audio and video data in at least two obtained audio and video menu items are split into audio data and video data, respectively. After the splitting, the obtained video data is integrated into one video stream data and the audio data and the integrated video stream data are played. In this way, the video data of each menu item in the dynamic audio and video menus are played smoothly and the voice prompts can be spliced seamlessly. As such, the effect of the audio dynamic menus is the same as the effect of playing a single audio file, and the user can hear the voice menus smoothly.

System for accessing an active call bar for a graphically interactive voice response system

The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.

System and Method for Providing In-Call Display

The present disclosure discloses a system and method for in-call display interface to see visual media during a connected phone call. A request to display in-call information is received, and in response to the request the in-call information regarding the visual media is displayed during active phone calls besides making payments during a phone call by either manual or saved payment methods.

REMOTE INFORMATION RETRIEVAL AND DISPLAY FOR AN IVR SYSTEM

The invention herein disclosed provides the display of stored information when creating a dialstring for use with mobile smartphones and other computer-enabled telephones. A software app recognizes input from the user (such as the initial digits of a phone number) that identifies the organization to be called, and accesses remotely stored representations of information about the organization along with the IVR phone tree information for that organization. The app then presents a graphical representation of all or part of the retrieved information on a display. The user can then respond to the graphical representation by providing selective inputs that cause the synthesis all or part of the dialstring needed to navigate the phone tree to the desired destination. Once a dialing option has been synthesized, the user may provide additional input that the system interprets as an instruction to open a phone call and dial the synthesized number. 1. An electronic smartphone implemented method for creating a telephone dialstring , comprising the steps of:in response to detecting an input to the smartphone,accessing, by a computer within the smartphone,an electronic relational database stored in a remote storage device,said electronic relational database comprising representations of telephone numbers and phone tree options, whereinthe phone tree options are associated with the telephone numbers represented in the relational database, andthe electronic relational database additionally comprises representations ofone or more additional data objects, wherein each of the one or more additional data objects is associated with one or more telephone numbers in the relational database;displaying at least one of the additional data objects in a field on the display device of the smartphone;accepting input from a touch to the field to select at least one of the telephone numbers associated with the data object;displaying on a display device of the smartphone a set of phone tree ...

Selectable State Machine User Interface System

A system that concurrently provides multiple user interface (UI) mechanisms that facilitate control of an application state machine (e.g., unified message system). More particularly, the invention can create two relatively distinct user experiences, one via dual tone multi-frequency (DTMF) navigation and another through speech recognition navigation of a unified message system. In accordance therewith, one single underlying state machine can be used. Navigation and flow control (e.g., state transitions) in the state machine can be leveraged by multiple UI mechanisms that actively co-exist. The invention introduces speech recognition features together with other input mechanisms to drive the UI of an application state machine (e.g., unified messaging system). The speech recognition UI can be designed to provide a natural navigation through the application independent of a DTMF UI.

Personalised voice response unit

СПОСОБ И УСТРОЙСТВО ДЛЯ ПОЛУЧЕНИЯ СЛУЖБЫ ПЕРЕДАЧИ РЕЧИ

1. Способ получения службы передачи речи, включающий в себя:получение сервисного процесса, соответствующего номеру службы текущего звонка, в котором сервисный процесс включает в себя информацию подсказки ввода, относящейся к соответствующим этапам, и информация подсказки ввода используется, чтобы подсказать пользователю, как ввести информацию;вывод на экран информации подсказки ввода в сервисном процессе, и получение сигнала с клавиатуры, который вводится пользователем в ответ на информацию подсказки ввода после того, как принят номер службы, иотправку сигнала с клавиатуры в систему автоматической службы передачи речи, в котором система автоматической службы передачи речи используется для предоставления службы в соответствии с сигналом с клавиатуры.2. Способ по п. 1, отличающийся тем, что получение сервисного процесса, соответствующего номеру службы текущего звонка, включает в себя:выбор сервисного процесса номера службы текущего звонка из ранее сохраненных сервисных процессов соответствующих номеров служб,или,отправку номера службы на сервер, который используется для выбора сервисного процесса, соответствующего номеру службы текущего звонка из ранее сохраненных сервисных процессов соответствующих номеров служб, и получение сервисного процесса номера службы, отправленного сервером.3. Способ по п. 2, отличающийся тем, что дополнительно включает в себя:получение сервисного процесса нужного номера службы, отправленного сервером;установление того, включают ли в себя ранее сохраненные сервисные процессы соответствующих номеров служб сервисный процесс нужного номера службы,сохранение полученного сервисного РОССИЙСКАЯ ФЕДЕРАЦИЯ (19) RU (11) (51) МПК H04M 11/00 (13) 2014 152 900 A (2006.01) ФЕДЕРАЛЬНАЯ СЛУЖБА ПО ИНТЕЛЛЕКТУАЛЬНОЙ СОБСТВЕННОСТИ (12) ЗАЯВКА НА ИЗОБРЕТЕНИЕ (21)(22) Заявка: 2014152900, 23.10.2014 (71) Заявитель(и): СЯОМИ ИНК. (CN) Приоритет(ы): (30) Конвенционный приоритет: 24.06.2014 CN 201410286323.1 (85) Дата начала рассмотрения заявки PCT на национальной ...

ROUTING Of Phone call

L'invention concerne un procédé de gestion d'appel téléphonique caractérisé en ce qu'il met en oeuvre une configuration par une personne susceptible d'être appelée d'un routage d'appel en fonction de condition d'appel, et un appel téléphonique d'un appelant vers un appelé prévoyant, en cas de non disponibilité de l'appelé, un routage de l'appel tel que précédemment configuré. L'invention concerne également des moyens mettant en oeuvre un tel procédé.

TRIGGERING CONDITIONS OF INTERACTIVE APPLICATIONS

SYSTEM AND METHOD OF CONTROLLING A GRAPHICAL USER INTERFACE AT A WIRELESS DEVICE

A method of controlling a graphical user interface (GUI) at a wireless device is disclosed and includes storing a set of audio GUI controls at an interactive voice response server and creating an audio GUI control string that is to be communicated to the wireless device within a voice stream. The audio GUI control string corresponds to a text string that is selectably presentable at the wireless device. Further, the method can include embedding the audio GUI control string within the voice stream. Additionally, the method can include transmitting the voice stream with the embedded audio GUI control string to the wireless device.

Method and System for Visually Rearranging Telephone Call Trees

A method, system and computer instructions for users to visually rearrange telephone call trees are disclosed. A caller can connect to an automated telephone answering service, and download the service's call tree. The caller can view a display with the call tree, and modify or rearrange the order in which the menu options of the call tree are displayed. The user can then store the modified call tree for use in the future.

DATA PROCESSING SYSTEM FOR OMNI-CHANNEL INPUTS IN A GRAPHICALLY INTERACTIVE VOICE RESPONSE SYSTEM

The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues. 1. A method for operation of a graphically interactive voice response (IVR) system for processing omni-channel customer communications , the method comprising:presenting, on a computerized display for call routing, a graphical representation that allows a user to see an omni-channel call flow route and a series of drop-down menus indicating options for transmitting incoming call data within an organization, said options including switching the call from a first channel to a second channel within the omni-channel call flow route; andadding, to the computerized display, a graphical indication of an option selected by the user from the series of drop down menus and representing on the graphical representation a change to the omni-channel call flow route based on the options from the series of drop-down menus selected by the user.2. The method of wherein switching the call from the first channel to the second channel further includes discontinuing the first channel.3. The method of wherein switching the call from the first channel to the second channel further includes maintaining the first channel as a secondary channel for the call claim 1 , wherein the first channel was a primary channel prior for the call prior to the switching claim 1 , and wherein the second channel becomes the primary channel subsequent to the switching.4. The method of wherein the options further include switching the call back from the second channel ...

Method for redirecting a calling phone from a finder service to a destination phone

The present invention provides a method for redirecting a calling phone from a finder service to a destination phone. A communication system receives a request to generate a set of destination names at the finder service from the calling phone. If the calling phone is capable of processing IP data, the communication system sends a text-based menu interface including the set of destination names to the calling phone. The calling phone may send a menu response indicating one of the set of destination names to the communication system. The communication system receives the menu response from the calling phone and redirects the calling phone to the destination name.

System and method for organizing multi-media messages folders from a displayless interface and selectively retrieving information using voice labels

A system and method for organizing and accessing multi-media messages from a displayless interface. According to one embodiment, voice recognition techniques are used to allow the user to identify and create a hierarchical organization for stored messages.

Systems and methods for interacting with answering systems

Systems, methods, and non-transitory computer-readable media can cause a voice communication between a computing device and an automated answering system to be established. A set of options that are available for selection through the automated answering system during the voice communication can be determined. The set of options can be provided for presentation on a display screen of the computing device, wherein at least some of the options in the set are labeled with information that visually describes the options.

Methods and apparatus to manage voice message system attributes

Methods and apparatus to manage voice message system attributes are described. One example method includes presenting at a mobile device a user interface of changeable attributes associated with a plurality of voicemail systems; receiving a change to one or more of the changeable attributes; receiving a designation of the voicemail systems to which the change is to be applied; and sending the change from the mobile device to the designated voicemail systems.

Voice menu optimization method and system

A method and system adaptively substitutes a single dialing button sequence for a selected action in a voice menu of a telephone system. A shortcut message in the voice menu prompts a caller to select a shortcut button to acheive a shortcut action. The system then accumulates counts related to frequencies of occurrence of a plurality of actions prompted by the voice menu. The system then ranks the plurality of actions by their respective accumulated counts and determines if any one of the plurality of actions has an accumulated count greater than an accumulated count of the shortcut action. If it does, then the system causes the substitution the one of the plurality of actions and a corresponding message for the shortcut action and the shortcut message in the voice menu. ...

Method and system for establishing a communication channel between computing devices in a customer care environment

Establishing a communication channel between computing devices in a customer care environment. The method includes receiving a first input from a customer-computing device associated with the customer wherein the first input from the computing device corresponds to numerical data (e.g. contact number of a customer care helpdesk). The received first input is compared with one or more pre-stored datasets. Based on the comparison, a plurality of options corresponding to each of a plurality of levels of one or more workflows is rendered on a user interface displayed on a display screen of the customer-computing device. A second input is received for one of the rendered plurality of options. The second input is representative of at least a preference of the customer for a service associated with a workflow. Based on at least the received second input, a communication channel is established between the customer-computing device and an agent-computing device associated with the customer care agent ...

Picture/video messaging system for emergency response

Abstract Systems and methods are provided to guide an emergency dispatcher in responding to emergency communications. The systems and methods may allow the dispatcher to use one or more of a plurality of different communication methods to communicate with a person needing assistance, such as by sending graphical multimedia messages with instructions for treatment. The systems and methods can include an emergency police, emergency fire, and/or emergency medical dispatch protocol configured to facilitate rapid, uniform, and consistent handling of communications. The emergency dispatch protocol presents a pre-scripted interrogation, including preprogrammed inquiries for a dispatcher to ask the person needing assistance. The dispatch protocol may facilitate quick deployment of responders. The emergency dispatcher may be able to manually or automatically send pre-dispatch or post-dispatch instructions in pictorial or video format to the person needing assistance for more effective guidance and ...

Electronic device for performing task including call in response to user utterance and operation method thereof

An electronic device includes: a microphone; a speaker; a touchscreen display; a communication circuit; at least one processor; and a memory storing instructions that, when executed, cause the at least one processor to: receive a first user input; identify a service provider and a detailed service; select a first menu corresponding to the detailed service from menu information; attempt to connect a call to the service provider; when the call to the service provider is connected, transmit one or more responses until reaching a step corresponding to the first menu; in response to reaching the first menu, determine whether an attendant is connected; in response to completion of connection to the attendant, output a notification indicating that the connection to the attendant has been completed; and in response to reception of a second user input for the output notification, display a screen for a call with the service provider.

System for on-demand delivery of user-specific audio content

Telephony signals containing an IVR decision tree

A method for receiving and presenting interactive voice response data can include sending a telephony connectivity request for establishing a voice channel connection between an originating device and an interactive voice response system. Prior to establishing the voice channel connection, an interactive voice response menu associated with said interactive voice response system can be received via a ringback channel. At least a portion the interactive voice response menu can be presented to a user of the originating device.

A METHOD AND APPARATUS OF PLAYING DYNAMIC AUDIO-VIDEO MENU

A method and apparatus of playing dynamic audio-video menu are used to play two routes of audio-video data dynamically. The method involves decomposing audio-video data of at least two audio-video menu items into one route of audio data and one route of video data, and at least two routes of the decomposed video data are integrated into a same video stream data. The audio data and the integrated video stream data are sent to a terminal for playing.

Systems and methods for visual presentation and selection of IVR menu

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.

Enhanced analogue of interactive voice response structures and functions for mobile phones and similar handheld communications devices

An integrated system and method that provides an enhanced analogue of interactive voice response structures and features for mobile phones and similar handheld communications devices, comprised of customized kernel applications, for communicating with central control servers and optional ancillary control servers with pertinent databases, auxiliary coordination applications on network-enabled computers, and an optional website that facilitates the creation of IVR-like structures and functions, via reference codes which are predominantly formatted as telephone numbers, to present a parallel, yet more powerful utilization of this widely-implemented and well-known voice-only construct, applied as an abbreviated Internet URL replacement in the typing-challenged mobile space, giving mobile devices access to VoIP-class features that also off-loads voice-only PABX platforms, without requiring IVR equipment or an infrastructure overhaul, by making full use of wireless and landline multi-protocol ...

SYSTEM AND METHOD FOR CONSUMER-INITIATED BUSINESS SOLICITATION CALLING SYSTEM

The present invention discloses a telecommunications system initiating telephone connections between, for example, a consumer and a service provider based on the criteria provided by the consumer and the services available from the service provider. The system is suitable for consumers requiring direct communication with a staff member of a service provider capable of meeting the consumer's service requirements. The system compiles a prioritized list of service providers matching the consumer's criteria. Starting with the first service provider on the list, the system rings the service provider and determines whether or not a staff member answers the call. If the line is busy or the call is not answered by a staff member, the system moves on to the next service provider on the list until a service provider having a staff member is located. Once such a service provider is located, the system rings the consumer and connects the two parties. If the system cannot locate such a service provider ...

Gerät und Verfahren um die Benutzerschnitstelle der integrierten Sprachantwortsystemen zu verbessern

Controlling an Interactive Voice Response menu on a Graphical User Interface

Generating control data relating to an Interactive Voice Response (IVR) menu the method comprises receiving first input data 22A for controlling an IVR system (10) which provides voice signals to be transmitted via a telephony connection, and receiving second input data 22B for controlling a content provision system (16) which provides content to be displayed via a graphical user interface (GUI). Control data 24 is generated on the basis of the first and second input data 22A, 22B and the control data 24 is stored. At least some of the control data 24 is provided to the IVR system (10) as IVR control input for use when a user accesses at least part of the IVR menu via the IVR system (10); and at least some of the control data is also provided as content control input to the content provision system (16) for use when a user accesses a representation of at least part of the IVR menu via a GUI. It provides close integration between an IVR menu and a corresponding GUI representing the IVR menu ...

Menu presentation system

Methods, systems, and articles for providing a family telecommunication service

Method and device at a mobile telecommunication system

Cellular telephone systems with support for converting voice calls to data sessions

Wireless electronic devices such as cellular telephones may communicate with computing equipment such as servers over a network. Voice telephone calls may be routed over voice links in a voice network and data may be conveyed over data links in a data network. The voice network may be formed using the public switched telephone network. The data network may be formed using the Internet. Cellular base stations may form wireless links with the wireless devices. A server may store information on the current internet protocol address of a wireless device user. The user may place a voice telephone call to an organization. In response to receiving the voice telephone call, a server may automatically transmit information such as web pages or other data that includes interactive on-screen options to the wireless device using the current internet protocol address of the device.

METHOD AND APPARATUS FOR INTERACTIVE VOICE PROCESSING WITH VISUAL MONITORING CHANNEL

A visual interface to an IVR system is provided to allow an interaction between a user and an interactive voice response (IVR) system to be visually monitored. A visual representation of an audio communication with an agent is generated based on the IVR script. The commands in the IVR scripts can be mapped to a visual representation. One or more fields in the visual representation can be populated with utterances of the caller. The agent can optionally review or update a field in the visual representation that has been populated with an utterance. An agent can optionally alter a flow of the IVR script or intervene in the audio communication.

MENU PRESENTATION SYSTEM

A method of presenting an item from a menu of an NR system for selection is provided, comprising presenting the item to a caller, presenting an audio space to the caller, and detecting any of a number of inputs from an input device during the presentation of the item and the audio space to indicate the selection of the item by the caller.

HOW TO DISPLAY ON A TERMINAL EQUIPMENT THE NAMES OF THE OPTIONS OFFERED TO THE USER

Based on a terminal equipment (EGD) of which the options offered to the user (LMB) are menu-oriented, it is suggested that, in order for the user to be submitted a range of possibilities available with a view to a possible selection or activation of one of them, a device be provided to permit to check whether the user is entitled to use the various options concerned. The designation of the selected option (LMB) is only transmitted to the terminal equipment (EGD) for display on same if said option is listed as being available in an entitlement table (GWBP) allocated to the user.

METHOD AND DEVICE FOR ESTABLISHING IVVR SERVICE FUNCTION MENU

A method and device for establishing an Interactive Voice and Video Response (IVVR) service function menu is provided in the present invention, wherein, the method comprises: receiving selection information for establishing the IVVR service function menu entered by a user terminal; selecting one or more link identifiers corresponding to the selection information from the link identifier database, wherein, a link identifier is configured to link to a certain function within the IVVR services; establishing the IVVR service function menu using said one or more link identifiers. The present invention solves the technical problem of being unable to dynamically update or customize the menu in the prior art which leads to low user experience, and further achieves the technical effect of being able to dynamically update or customize the menu which improves the user experience.

Method and apparatus for interactive voice processing with visual monitoring channel

A visual interface to an IVR system is provided to allow an interaction between a user and an interactive voice response (IVR) system to be visually monitored. A visual representation of an audio communication with an agent is generated based on the IVR script. The commands in the IVR scripts can be mapped to a visual representation. One or more fields in the visual representation can be populated with utterances of the caller. The agent can optionally review or update a field in the visual representation that has been populated with an utterance. An agent can optionally alter a flow of the IVR script or intervene in the audio communication.

DATA EXPLORER SYSTEM FOR A GRAPHICALLY INTERACTIVE VOICE RESPONSE SYSTEM

The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.

Method and apparatus for entertaining callers in a queue

A system for entertaining a caller placed in a queue of a call center is disclosed that allows the caller to access a plurality of entertainment options while on hold. The entertainment options permit the caller to (i) place a call to a third party while on hold; or (ii) access one or more premium entertainment services while on hold. A PBX/ACD receives the calls destined for the call center, and queues the calls when an appropriate attendant is not available. An IVRU prompts a caller for specific information and forwards the collected information to the PBX/ACD. The IVRU provides the caller with a menu of available entertainment options which can be accessed by the caller while the caller is on hold. The PBX/ACD establishes a connection between the caller and the selected entertainment service. The call is then transferred to an available attendant with any data that may be required to process the call.

Voice menu optimization method and system

A method and system adaptively substitutes a single dialing button sequence for a selected action in a voice menu of a telephone system. A shortcut message in the voice menu prompts a caller to select a shortcut button to achieve a shortcut action. The system then accumulates counts related to frequencies of occurrence of a plurality of actions prompted by the voice menu. The system then ranks the plurality of actions by their respective accumulated counts and determines if any one of the plurality of actions has an accumulated count greater than an accumulated count of the shortcut action. If it does, then the system causes the substitution the one of the plurality of actions and a corresponding message for the shortcut action and the shortcut message in the voice menu.

Voice prompted user interface for central switch telephone programming

An improved user programming method and apparatus for selecting central station features of a telecommunications device such as a telephone by means of voice prompts directly to the line user is disclosed. Prerecorded messages containing specific step by step instructions are used under the control of the central programming system. With such an arrangement, the features of each programmable button on a communications line may be remotely set up or programmed by a non technical user from his or her own phone. Additionally, a voice prompt system for programming a central programming controller may also be used to answer an incoming telephone call.

PATH LEARNING FEATURE FOR AN AUTOMATED TELEMARKETING SYSTEM

VOICE MENU OPTIMIZATION METHOD AND SYSTEM

A method and system adaptively substitutes a single dialing button sequence for a selected action in a voice menu of a telephone system. A shortcut message in the voice menu prompts a caller to select a shortcut button to acheive a shortcut action. The system then accumulates counts related to frequencies of occurrence of a plurality of actions prompted by the voice menu. The system then ranks the plurality of actions by their respective accumulated counts and determines if any one of the plurality of actions has an accumulated count greater than an accumulated count of the shortcut action. If it does, then the system causes the substitution the one of the plurality of actions and a corresponding message for the shortcut action and the shortcut message in the voice menu.

SYSTEM AND METHOD OF CONTROLLING A GRAPHICAL USER INTERFACE AT A WIRELESS DEVICE

METHOD AND APPARATUS FOR PLAYING DYNAMIC AUDIO AND VIDEO MENUS

METHOD AND APPARATUS FOR DATA CHANNEL AUGMENTED AUTO ATTENDED VOICE RESPONSE SYSTEMS

SYSTEM AND METHOD FOR CONSUMER-INITIATED BUSINESS SOLICITATION CALLING SYSTEM

The present invention discloses a telecommunications system initiating telephone connections between a consumer (6) and service providers (7a-7c) based on the criteria provided by the consumer (6) and the services available from the service providers (7a-7c). The system is suitable for consumer (6) requiring direct communication with staff members of service providers (7a-7c) capable of meeting the consumer's service requirements. The system compiles a prioritized list of service providers (7a-7c) matching the consumer (6) criteria. Starting with the first service provider (7a) on the list, the system rings the service provider (7a) and determines whether or not a staff member answers the call. If the line is busy or the call is not answered by a staff member, the system sequentially moves on to the next service provider (7b) on the list or until a service provider having a staff member is located. Once such a service provider is located, the system rings the consumer (6) and connects the two parties. If the system cannot locate such a service provider, the consumer (6) is given an opportunity to repeat or modify the search.

Method and apparatus for entertaining callers in a queue

One embodiment of the invention provides for receiving a call from a caller, the call being associated with a first merchant; placing the call in a queue; determining a second merchant; and establishing a connection, the connection enabling communication between the caller and the second merchant while the call is in the queue.

SYSTEM AND METHOD FOR ENHANCED COMMUNICATIONS VIA SMALL DATA RATE COMMUNICATION SYSTEMS

A system and method for interacting with an interactive communication system include processing a profile associated with an interactive communication system; generating a user interface based on the processing of the profile to solicit a user response correlating to a response required by the interactive communication system; receiving the user response via the user interface; updating the user interface using the profile based on the user response; and sending a signal to the interactive communication system based on one or more user responses.

Method and system for graphically displaying and navigating through an interactive voice response menu

Verfahren zur Realisierung beschränkten Zugriffs zur Erhaltung einer Geheimhaltung in einem Nachrichtensystem

Personalisierte Informationsverarbeitungsschaltung

Smart tone access card

METHOD AND APPARATUS FOR INTERACTIVE VOICE PROCESSING WITH VISUAL MONITORING CHANNEL

A visual interface to an IVR system is provided to allow an interaction between a user and an interactive voice response (IVR) system to be visually monitored. A visual representation of an audio communication with an agent is generated based on the IVR script. The commands in the IVR scripts can be mapped to a visual representation. One or more fields in the visual representation can be populated with utterances of the caller. The agent can optionally review or update a field in the visual representation that has been populated with an utterance. An agent can optionally alter a flow of the IVR script or intervene in the audio communication.

METHOD OF PROVIDING LIMITED ACCESS TO PRESERVE PRIVACY WITHIN A MESSAGE SYSTEM

A method of preserving privacy in an electronic storage-and-retrieval message system includes providing access by designated persons to manipulating interface features for storage/retrieval information related to directing messages, while restricting access to any stored messages. In a voice mail system, the storage/retrieval interface feature includes the greetingthat is presented to a calling party. A first access code, such as a password, is assigned to enable access to the interface features, while a second access code is assigned to enable message-retrieval. In the preferred embodiment, changes to a greeting or the like are reported in an audit message that is stored in the user's mailbox. The audit message is automatically generated. The audit message notifies the user of the history of any changes. Changes to a greeting may also be automatically generating by using a stepped sequence of prompts to solicit information relating to the user. For example, in a voice mail system, the ...

INFORMATION ON HOLD TELEPHONY SERVICE

An on hold telephone service that allows a subscriber to the service to place a call on hold and make information services available to the party placed on hold. The on hold service can be implemented on a central office switch or an enhanced services platform connected to the switch. The on hold service is accessed by the subscriber to the service through a transfer function that causes the call to be maintained by the on hold service. The party so placed on hold by the subscriber can then interactively acquire the various types of information made available by the service, such as news, weather and stock market information. The subscriber to the service can then send a message to the other party or cause him to be reconnected to the subscriber either immediately or when the other party is finished using the service and is ready to be reconnected to the subscriber.

SYSTEM AND METHOD OF CONTROLLING A GRAPHICAL USER INTERFACE AT A WIRELESS DEVICE

A method of controlling a graphical user interface (GUI) at a wireless device is disclosed and includes storing a set of audio GUI controls at an interactive voice response server and creating an audio GUI control string that is to be communicated to the wireless device within a voice stream. The audio GUI control string corresponds to a text string that is selectably presentable at the wireless device. Further, the method can include embedding the audio GUI control string within the voice stream. Additionally, the method can include transmitting the voice stream with the embedded audio GUI control string to the wireless device.

SYSTEM FOR PRIORITIZING A CALL BY SCORES FOR A GRAPHICALLY INTERACTIVE VOICE RESPONSE SYSTEM

The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.

Methods and apparatus to manage voice message system attributes

SYSTEMS AND METHODS FOR OPERATING AN INTERACTIVE VOICE RESPONSE SYSTEM

GRAFISCHE BENUTZEROBERFLÄCHE FÜR EIN SPRACHDIALOGSYSTEM

Es wird ein System beschrieben, das ein mobiles Gerät beinhaltet, das eine Benutzeranfrage zum Initiieren eines Telefonanrufs mit einer Entität empfängt, die mit einer interaktiven Sprachdialog (IVR)-Schnittstelle eines IVR-Systems assoziiert ist. Das System erhält Informationen über eine Hierarchie von Optionen, die mit dem interaktiven Sprachdialogsystem assoziiert ist, und veranlasst, dass eine grafische Benutzeroberfläche (GUI) zum Navigieren der Hierarchie von Optionen, die mit dem interaktiven Sprachdialogsystem assoziiert ist, auf dem mobilen Gerät angezeigt wird. Das System wandelt mit der GUI assoziierte Benutzereingaben in Eingaben um, die durch das IVR-System erkannt werden, und das mobile Gerät gibt die umgewandelten Eingaben und andere Informationen, die die Entität benötigt, um basierend auf den Eingaben eine Operation durchzuführen, an die Entität aus. Das System aktualisiert in Reaktion darauf die GUI, basierend auf zusätzlichen Informationen, die von dem IVR-System empfangen ...

Navigation assistant

Routing a phone call

MENU PRESENTATION SYSTEM

A method of presenting an item from a menu of an NR system for selection is provided, comprising presenting the item to a caller, presenting an audio space to the caller, and detecting any of a number of inputs from an input device during the presentation of the item and the audio space to indicate the selection of the item by the caller.

PICTURE/VIDEO MESSAGING SYSTEM FOR EMERGENCY RESPONSE

Systems and methods are provided to guide an emergency dispatcher in responding to emergency communications. The systems and methods may allow the dispatcher to use one or more of a plurality of different communication methods to communicate with a person needing assistance, such as by sending graphical multimedia messages with instructions for treatment. The systems and methods can include an emergency police, emergency fire, and/or emergency medical dispatch protocol configured to facilitate rapid, uniform, and consistent handling of communications. The emergency dispatch protocol presents a pre-scripted interrogation, including preprogrammed inquiries for a dispatcher to ask the person needing assistance. The dispatch protocol may facilitate quick deployment of responders. The emergency dispatcher may be able to manually or automatically send pre-dispatch or post-dispatch instructions in pictorial or video format to the person needing assistance for more effective guidance and/or instruction of treatment methods.

Method and apparatus for use in automating access to one or more services accessible throngh a communication system, and machine readable medium recording related instructions

SYSTEM OF GRAPHICAL PROGRAMMING FOR AN INTERACTIVE VOICE RESPONSE SYSTEM

The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues. 1. A method for operation of a graphically interactive voice response (IVR) system for processing customer communications , the method comprising:presenting, on a computerized display for call routing, a graphical representation that allows a user to see a call flow route and a series of drop-down menus indicating options for transmitting incoming call data within an organization corresponding to the call flow route, said options including a customer experience module for collecting customer feedback; andadding, to the computerized display, a graphical indication of an option selected by the user from the series of drop down menus and representing on the graphical representation a change to the call flow route based on the options from the series of drop-down menus selected by the user.2. The method of wherein a call occurs in a first channel and collecting customer feedback occurs in a second channel.3. The method of wherein collecting customer feedback occurs during the call.4. The method of wherein collecting customer feedback occurs after completion of the call.5. The method of wherein collecting customer feedback comprises a caller scoring an agent.6. The method of wherein collecting customer feedback comprises a caller grading their call experience.7. The method of wherein the customer feedback is combined with objective evaluation data collected from the call to produce a net promoter score.8. A graphically ...

Information retrieval and display for an IVR system

The invention herein disclosed provides the display of stored information when creating a dialstring for use with mobile smartphones and other computer-enabled telephones. A software app recognizes input from the user (such as the initial digits of a phone number) that identifies the organization to be called, and accesses stored representations of information about or provided by the company along with the IVR phone tree for that organization. The app then presents a graphical representation of all or part of the retrieved information on a display. The user can then respond to the graphical representation by providing selective inputs that cause the synthesis all or part of the dialstring needed to navigate the phone tree to the desired destination. Once a dialing option has been synthesized, the user may provide additional input that the system interprets as an instruction to open a phone call and dial the synthesized number.

System and method for consumer-initiated business solicitation calling system

The present invention discloses a telecommunications system initiating telephone connections between, for example a consumer and a service provider based on the criteria provided by the consumer and the services available from the service provider. The system is suitable for consumers requiring direct communication with a staff member of a service provider capable of meeting the consumer's service requirements. The system compiles a prioritized list of service providers matching the consumer's criteria. Starting with the first service provider on the list the system rings the service provider and determines whether or not a staff member answers the call. If the line is busy or the call is not answered by a staff member, the system moves on to the next service provider on the list until a service provider having a staff member is located. Once such a service provider is located, the system rings the consumer and connects the two parties. If the system cannot locate such a service provider ...

Method and apparatus for data channel augmented auto attended voice response systems

Method of using a computerized smart phone to navigate remote auto attendant telephony systems with a menu structure. The auto attendant's menu structure is put into an online computer database. When the caller uses the smart phone to call and establish a voice channel with remote auto attendant telephony system (using the telephone number of that system), software applications running on the caller's smart phone communication device intercept the telephone number and along with the voice channel, also establish a data channel with the online computer accessible database. The caller's smart phone can then retrieve at least some of the menu structure of the auto attendant telephony system through this data channel. This application software can then display at least some of the menu structure of the remote auto attendant telephony system on the graphical user interface of the user's smart phone synchronized with the audio delivery of the menu structure, facilitating interactions with the auto attendant system.

Enhanced visual IVR capabilities

A multi-modal user interface method and system enabling a user of a cellular telephone being connected to a cellular network via both a voice connection and a data connection to receive a menu in both an audible manner and a visual manner, during the course of the call and substantially simultaneously.

Bridge for Non-Voice Communications User Interface to Voice-Enabled Interactive Voice Response System

A bridging for using a non-voice-based user interface, such as a text chat interface, with a voice-enabled interactive voice response system which, during a non-voice-based communication session with a client user device, receives from the client user device, a non-voice entry entered by a client user into the communication session; identifies one or more elements in the non-voice entry constrained by one or more allowed responses by the voice-enabled interactive voice response system; maps the one or more elements to one or more of the allowed responses; and passes the mapped one or more identified elements to a voice-enabled interactive voice response system as a input via emulation of a voice recognition analysis response.

On-hold visual menu from a user's communications device

A user equipment communications device is configured to provide personal content to a party to a call with a user of the device, when the user places the party on hold. The device determines that the party has been placed on hold and that the user has enabled sharing of personal content with the party. The device then transmits a visual menu to a communications device of the party via a data network, to allow the party to select a type of personal content to receive from the device while the party is on hold. When the device receives a selection from the party's device indicating the type of personal content, it transmits a personal information asset to the party's device according to the type of personal content indicated by the selection. Other embodiments are also described and claimed.

Dynamically-Changing IVR Tree

Methods, systems, and products dynamically change an interactive response system. Responses to a menu of prompts are monitored. A presentation order of the menu of prompts is automatically updated according to a set of rules. The set of rules describe qualifications for membership in a tier.

INFORMATION RETRIEVAL AND DISPLAY FOR AN IVR SYSTEM

The invention herein disclosed provides the display of stored information when creating a dialstring for use with mobile smartphones and other computer-enabled telephones. A software app recognizes input from the user (such as the initial digits of a phone number) that identifies the organization to be called, and accesses stored representations of information about or provided by the company along with the IVR phone tree for that organization. The app then presents a graphical representation of all or part of the retrieved information on a display. The user can then respond to the graphical representation by providing selective inputs that cause the synthesis all or part of the dialstring needed to navigate the phone tree to the desired destination. Once a dialing option has been synthesized, the user may provide additional input that the system interprets as an instruction to open a phone call and dial the synthesized number. 1. An electronic smartphone implemented method for creating a telephone dialstring , comprising the steps of:accessing, by a computer within the smartphone,an electronic relational database comprising representations of telephone numbers and phone tree options, whereinthe phone tree options are associated with the telephone numbers represented in the relational database, andthe phone tree options are also associated with one or more additional data objects represented in the relational database, and;displaying one or more of the additional data objects on the display device of the smartphone;accepting input to select at least one of the represented telephone numbers;displaying on a display device of the smartphone a set of phone tree options associated with the selected telephone number;accepting input to select at least one of the set of phone tree options; andappending, by a computer within the smartphone, a bitstring associated with the selected phone tree option to a string comprising bits representing the selected telephone number to ...

Computerized system of graphical programming for an interactive voice response system

The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.

COMPUTERIZED SYSTEM FOR CUSTOMER JOURNEY SCORING FOR A GRAPHICALLY INTERACTIVE VOICE RESPONSE SYSTEM

The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues. 1. A method for operation of a graphically interactive voice response (IVR) system for processing customer communications , the method comprising:presenting, on a computerized display for call routing, a graphical representation that allows a user to see a call flow route and a series of drop-down menus indicating options for transmitting incoming call data within an organization corresponding to the call flow route, said options including a module for customer journey scoring; andadding, to the computerized display, a graphical indication of an option selected by the user from the series of drop down menus and representing on the graphical representation a change to the call flow route based on the options from the series of drop-down menus selected by the user;wherein customer journey scoring is based upon objective data from a customer's perspective measured during a customer call.2. The method of wherein the objective data from a customer's perspective measured during a customer call comprises at least a wait time or a hold time.3. The method of wherein the objective data from a customer's perspective measured during a customer call comprises at least a wait time or a hold time between each touch point from inception to fulfillment during the customer call.4. The method of wherein the objective data from a customer's perspective measured during a customer call comprises at least a time spent at each touch point from ...

COMPUTERIZED SYSTEM FOR A GRAPHICALLY INTERACTIVE VOICE RESPONSE SYSTEM

The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues. 1. A method for operation of a graphically interactive voice response (IVR) system for processing customer communications , the method comprising:presenting, on a computerized display for call routing, a graphical representation that allows a user to see a call flow route and a series of drop-down menus indicating options for transmitting incoming call data within an organization corresponding to the call flow route, said options including assigning an agent from a list of agents based on a call flow context; andadding, to the computerized display, a graphical indication of an option selected by the user from the series of drop down menus and representing on the graphical representation a change to the call flow route based on the options from the series of drop-down menus selected by the user.2. The method of wherein the graphical representation further displays clickable links for the user to select.3. The method of wherein the graphical representation further displays decision tools selectable by the user.4. The method of wherein the graphical representation further enables the user to access selection tools for assisting the user in changing the call flow route.5. The method of wherein the graphical representation further displays a report in a graphical format.6. The method of wherein the graphical representation further displays a user-customizable dashboard comprising at least one element of substantially real-time ...

SYSTEM FOR ACCESSING AN ACTIVE CALL BAR FOR A GRAPHICALLY INTERACTIVE VOICE RESPONSE SYSTEM

The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues. 1. A method for operation of a graphically interactive voice response (IVR) system for processing customer communications , the method comprising:presenting, on a computerized display for call routing, a graphical representation that allows a user to see a call flow route and a series of drop-down menus indicating options for transmitting incoming call data within an organization corresponding to the call flow route, said options including displaying routed call information in an active call bar for each of one or more agents wherein the active call bar operates over a plurality of communication channels corresponding to the customer communications; andadding, to the computerized display, a graphical indication of an option selected by the user from the series of drop down menus and representing on the graphical representation a change to the call flow route based on the options from the series of drop-down menus selected by the user.2. The method of wherein the active call bar is always displayed on the agent's screen.3. (canceled)4. The method of wherein the routed call information displayed in the active call bar is conveyed in a communication channel that is independent from other communication channels through which call data corresponding to the customer communications are routed.5. The method of wherein the routed call information is context data.6. The method of wherein the context data comprises customer data ...

WEIGHTED TRAFFIC SPLITTER SYSTEM FOR A GRAPHICALLY INTERACTIVE VOICE RESPONSE SYSTEM

The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues. 1. A method for operation of a graphically interactive voice response (IVR) system for processing customer communications , the method comprising:presenting, on a computerized display for call routing, a graphical representation that allows a user to see a call flow route and a series of drop-down menus indicating options for transmitting incoming call data within an organization corresponding to the call flow route, said options including user-selectable options for splitting incoming calls to different contact centers available for the call flow route; andadding, to the computerized display, a graphical indication of an option selected by the user from the series of drop down menus and representing on the graphical representation a change to the call flow route based on the options from the series of drop-down menus selected by the user.2. The method of wherein splitting incoming calls into different routes available from the call flow route is based on weighted ratios of factors pertaining to the call data.3. The method of wherein the factors pertaining to the call data include at least one from among the group comprising a geographic location of call origin claim 2 , an area code claim 2 , or a call header data.4. The method of wherein the each different route from among the different specific routes corresponds to a different call center from among a plurality of call centers.5. The method of wherein the each ...

SYSTEM FOR DEVELOPING LANDING PAGES FOR REPORTING IN A GRAPHICALLY INTERACTIVE VOICE RESPONSE SYSTEM

The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues. 1. A method for operation of a graphically interactive voice response (IVR) system for processing customer communications , the method comprising:presenting, on a computerized display for call routing, a graphical representation that allows a user to see an omni-channel call flow route, a plurality of administrative reports corresponding to the omni-channel call flow route and characterized by a plurality of flow variables, and a series of drop-down menus indicating options for transmitting incoming call data within an organization corresponding to the omni-channel call flow route and the administrative reports; andadding, to the computerized display, a graphical indication of an option selected by the user from the series of drop down menus and representing on the graphical representation a change to the omni-channel call flow route based on the options from the series of drop-down menus selected by the user;wherein the plurality of administrative reports correspond to a plurality of landing pages.2. The method of wherein the plurality of landing pages are customizable at an individual user level.3. The method of wherein the plurality of landing pages enable one or more users to view specific reporting functions selectable by each user.4. The method of wherein the plurality of landing pages enable one or more users to filter the data presented.5. The method of wherein the plurality of landing pages comprises at least one ...

Computerized translation system in a graphically interactive voice response system

The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.

SYSTEM FOR MONITORING ACROSS OMNI-CHANNEL INPUTS IN A GRAPHICALLY INTERACTIVE VOICE RESPONSE SYSTEM

The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues. 1. A method for operation of a graphically interactive voice response (IVR) system for processing customer communications , the method comprising:presenting, on a computerized display for call routing, a graphical representation that allows a user to see an omni-channel call flow route and a series of drop-down menus indicating options for transmitting incoming call data within an organization corresponding to the omni-channel call flow route and for monitoring the incoming call data across one or more channels; andadding, to the computerized display, a graphical indication of an option selected by the user from the series of drop down menus and representing on the graphical representation a change to the omni-channel call flow route based on the options from the series of drop-down menus selected by the user for monitoring the incoming call data.2. The method of wherein monitoring the incoming call data across one or more channels includes recording one or more interactions between a customer and an agent.3. The method of wherein the recording includes a first interaction on a first channel and a second interaction on a second channel.4. The method of wherein the recording includes recording system inputs made by an agent during the one or more interactions.5. The method of wherein the recording is stored in unified messaging repository with a unified interface accessible by users by more than two devices.6. The method of ...

SYSTEM OF CHANNEL SWITCHING IN A GRAPHICALLY INTERACTIVE VOICE RESPONSE SYSTEM

The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues. 1. A method for operation of a graphically interactive voice response (IVR) system for processing customer communications , the method comprising:presenting, on a computerized display for call routing, a graphical representation that allows a user to see a call flow route and a series of drop-down menus indicating options for transmitting incoming call data within an organization corresponding to the call flow route, said options including a module for switching the call from a first channel to a second channel in an omni-channel call flow route; andadding, to the computerized display, a graphical indication of an option selected by the user from the series of drop down menus and representing on the graphical representation a change to the call flow route based on the options from the series of drop-down menus selected by the user.2. The method of wherein the first channel is selected by the user and the second channel is selected by an agent servicing the call.3. The method of wherein the second channel selected by the agent is a channel from among a subset of channels made available to the agent by the user via the module.4. The method of wherein the first channel is an original channel selected by a customer when initiating the call and the second channel is selected by an agent servicing the call.5. The method of wherein the second channel selected by the agent is a channel from among a subset of channels made ...

SYSTEMS AND METHODS FOR VISUAL PRESENTATION AND SELECTION OF IVR MENU

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. 1. A system for enhancing interaction with Interactive Voice Response (IVR) destination , the system comprising:a processor; and an IVR database comprising a list of telephone numbers associated with one or more destinations implementing IVR;', 'instructions executable by the processor for communicating with at least one IVR destination; and', 'instructions executable by the processor to store at least one personal record in said IVR database in association to said at least one IVR destination., 'a memory coupled to the processor, the memory comprising2. The system of claim 1 , wherein said database comprises at least one icon code associated with said at least one of said telephone numbers.3. A system according to claim 1 , wherein at least one telephone number in said database is associated with location address.4. The system of claim 1 , wherein said personal record comprises one of the following: name claim 1 , identity code claim 1 , password claim 1 , customer number claim 1 , account number claim 1 , phone number claim 1 , credit card number claim 1 , Credit Card expiry date claim 1 , or calling pattern.5. The system of claim 1 , wherein at least one telephone number in said database is associated with two IVR menus claim 1 , each for a different time period of calling.6. The system of claim 1 , wherein a code related to a ...

Portable terminal and method for providing information during a call

A portable terminal and a method for providing information includes establishing a connection with an automated response system (ARS); receiving, from the ARS, a sound; parsing the received sound into one or more blocks of data; identifying a number value and a word from a block of data; generating mapping data by mapping a number key of the portable terminal to the identified word based on the identified number value; and outputting the mapped word with the corresponding number key on the portable terminal according to the mapping data.

Built-In Mobile Device Voice Messaging System

Systems, methods, and computer hardware, software, and/or media provide voice messaging systems operating on mobile electronic devices. The voice messaging systems provide voice messaging capability without relying on initiation of a telephone call by the mobile electronic device, and further provide video playback greetings to the user of the electronic mobile device that are controlled by the user recording and sending the voice message rather than by the recipient. Implementations of the invention further provide video playback greetings that are controlled by the recipient of a telephone call but that are delivered to the calling mobile electronic device while the telephone call continues.

Method and Apparatus for Storing Phone Number, and Method and Apparatus for Dialing Phone Number

A method and an apparatus for dialing a phone number, where the method for dialing the phone number includes obtaining, by a communications terminal from a number record of a called party, root-level number information of the called party, number information of sub-levels 1 to j, and a relationship between the root-level number information and the number information of sub-levels 1 to j, calling the called party for the second time according to the root-level number information, and sending, according to a relationship between the root-level number information and sub-level i number information, the sub-level i number information corresponding to an i th input prompt of the called party after the second call succeeds, where i≥1 and i≤j. Therefore, information can be automatically entered to the called party according to an input prompt of the called party.

MESSAGE TRANSMISSION USING AN IVR SYSTEM

A software app for a smartphone recognizes input from the user (such as the initial digits of a phone number) that identifies the organization to be called, and accesses remotely stored representations of information about the organization along with the IVR phone tree information for that organization. The app then presents a graphical representation of all or part of the retrieved information on a display. The user can then respond to the graphical representation by providing selective inputs that cause the synthesis all or part of the dialstring needed to navigate the phone tree to the desired destination. Once a dialing option has been synthesized, the user may provide additional input that the system interprets as an instruction to open a phone call and send a text message using the synthesized number. 1. An electronic smartphone implemented method for creating a telephone dialstring , comprising the steps of:accessing, by a computer within the smartphone, an electronic relational database comprising representations oftelephone numbers and phone tree options, in whichthe phone tree options are associated with the telephone numbers represented in the relational database;accepting input to select at least one of the represented telephone numbers;displaying on a display device of the smartphone a set of phone tree options associated with the selected telephone number;accepting input to select at least one of the set of phone tree options;appending, by a computer within the smartphone, a bitstring associated with the selected phone tree optionto a string comprising bits representing the selected telephone numberto create a modified dialstring; andappending, by a computer within the smartphone, a user-designated textstring to the modified dialstring.2. The method of claim 1 , in whichthe electronic relational database is storedusing non-transitory electronic storage devices within the smartphone.3. The method of claim 1 , in whichthe electronic relational database ...

Systems and methods for visual presentation and selection of ivr menu

Embodiments of the present invention provide a system for enhancing user interface with vendors (service providers). The system may provide visual IVR menu to a user to enable the user to select an option there from. Further, the system may include a call-parking module communicably coupled to an application (at a user device) through the internet and configured for guiding the application based on a user request to perform at least one of: a) dialing a telephone number corresponding to the user request, the user request being determined based on a user selection from a visual IVR menu corresponding to the telephone number; b) inputting one or more required DTMF inputs at particular intervals; and c) connecting a user corresponding to the user device with the selected option corresponding to the IVR or on detection of human voice.

METHOD AND APPARATUS FOR DATA CHANNEL AUGMENTED VOICE TELEPHONY SYSTEMS

A computerized method of terminating audio telephone calls that provides the other party with more information as to why the telephone call was terminated. This method, which is particularly useful for computerized smartphones equipped with voice and data channel communications methods, automatically provides the user with a variety of different informative text messages that can be selected by the user and sent to the other party at the time that a voice call is terminated. 1. A method of using a caller computerized audio communication device with a graphical user interface to display information from an online computer accessible database comprising callee provided information , said method comprising;using said caller computerized audio communications device to establish both a telephony link with an auto attendant telephony system (callee), and a separate data channel with said online computer accessible database;said online computer accessible database being logically separate from said auto attendant telephony system;wherein, when said telephony link is active, said auto attendant telephony system (callee) pushes said callee provided information to said online computer accessible database wherein said online computer accessible database receives said callee provided information, and relays said callee provided information to said caller computerized audio communications device using said separate data channel.2. The method of claim 1 , wherein said caller computerized audio communications device is a smart cellular telephone.3. The method of claim 2 , wherein said separate data channel is a Wi-Fi data channel or a cellular telephone data channel.4. The method of claim 2 , wherein said smart cellular telephone communicates with said auto attendant telephony system via either a voice channel or a Voice over IP data channel.5. A method of using a caller computerized audio communication device with a graphical user interface to display information from an online ...

Method for visualizing an ivr system

The invention is a method of creating a dialstring for use with mobile smartphones and other computer-enabled telephones. A software app designed to implement the method recognizes input from the user (such as the initial digits of a phone number) that identifies the organization to be called, and accesses a stored representation of the IVR phone tree for that organization. The app then presents a graphical representation of all or part of the phone tree on the display of the telephone. The user can then respond to the graphical representation by providing selective inputs that cause the app to synthesize all or part of the dialstring needed to navigate the phone tree to the desired destination. Once a dialing option has been synthesized to the user's satisfaction, the user may provide additional input that the system interprets as an instruction to open a phone call and dial the synthesized number.

METHOD, DEVICE AND SYSTEM FOR COMMUNICATING WITH CALL CENTER

A method for communicating with a call center, is performed at a client device having one or more processors and memory. The client device establishes, via an instant messaging application running on the client device, a network session connection to the call center by using an audio and video server. The client device receives, through the network session connection, a first-level voice menu sent by the call center. The client device obtains a correspondence between visualized menus and voice menus of the call center. The device searches for a first visualized menu corresponding to the first-level voice menu according to the correspondence. The client device presents the first visualized menu in a user interface of the instant messaging application and plays information about an option in the first visualized menu in an on-demand voice manner in response to user input detected on the option in the user interface. 1. A method for a client device communicating with a call center , the method comprising:establishing, via an instant messaging application running on the client device, a network session connection to the call center by using an instant messaging server;receiving, through the network session connection, a first-level voice menu sent by the call center;obtaining, from the instant messaging server, correspondence between (1) visualized menus for the call center retrieved from the instant messaging server and (2) voice menus of the call center retrieved from the call center;identifying a first visualized menu corresponding to the first-level voice menu according to the correspondence;displaying the first visualized menu including a plurality of options on the in a user interface of the instant messaging application on the client device and playing voice prompt information of the plurality of options in the first visualized menu received from the call center at the same time; andplaying information about a respective one of the plurality of options in the ...

Voice Response Processing

A method for transmitting choices to a caller has steps of (a) interacting by voice with a caller using a communication device; (b) encountering a point in the interaction that a choice between two or more options is to be provided to the caller; (c) determining if the caller's communication device is capable of receiving a text message; (d) selecting a compatible text message comprising the options; (e) associating with the text message a text message destination address to the caller's device; and (f) transmitting the text message to the caller's device. The interaction may be by IVR or by a live agent.

METHOD AND APPARATUS FOR DATA CHANNEL AUGMENTED VOICE TELEPHONY SYSTEMS

A computerized method of terminating audio telephone calls that provides the other party with more information as to why the telephone call was terminated. This method, which is particularly useful for computerized smartphones equipped with voice and data channel communications methods, automatically provides the user with a variety of different informative text messages that can be selected by the user and sent to the other party at the time that a voice call is terminated. 1. A method of terminating an audio transmission , said method comprising:obtaining a callee transceiver comprising a computerized audio communication device with a processor and a graphical user interface type graphical display;said callee transceiver configured to transmit and receive voice communication over a voice channel comprising a telephony link;said callee transceiver further configured to use a text messaging system to transmit text messages over at least one of said voice channel and a separate data channel;using said processor to form an audio connection over said voice channel with a remote caller communication device;displaying, using said processor, a plurality of call termination text messages on said graphical display;receiving, using said processor, a call termination text message selection associated with one of said plurality of call termination text messages from said graphical display;terminating said audio connection with said remote caller communication device and transmitting a call termination text message associated with said call termination text message selection to said remote caller communication device.2. The method of claim 1 , where said text messaging system is an SMS system.3. The method of claim 1 , wherein prior to displaying said plurality of call termination text messages on said graphical display claim 1 , using said processor to determine if said remote caller communication device is a mobile phone.4. The method of claim 3 , wherein said processor ...

CONDITIONED TRIGGERING OF INTERACTIVE APPLICATIONS

The present invention concerns a method, implemented by a telephone terminal in order to trigger an interactive application on recognition of the call number, the method comprising the following steps: the telephone number of a call made to a called number or of a call received from a calling number is compared to a list of predefined numbers; if said current number is present in said list of predefined numbers (), an interactive application is activated and presented to the user (), and if, furthermore, the call is an outgoing call (), the telephone communication corresponding to said outgoing call is inhibited (). 1. Method implemented by computing means of a telephone terminal for the activation of an interactive application on recognition of a call number , said terminal being configured to emit and receive audio calls and to animate and present interactive applications , the method comprising the steps in which:a current telephone number of a call sent to a called number or of a call received from a calling number is compared with a list of predetermined numbers,{'b': 110', '160', '170', '180, 'if said current number is present in said list of predetermined numbers (), an interactive application is activated and presented to the user (), and if furthermore the call is an outgoing call () the telephone communication corresponding to said outgoing call is inhibited ().'}2. Method according to claim 1 , comprising the steps in which:{'b': '100', 'said interactive application is notified of a current event () of the type: incoming call, outgoing call, paused call, resumed call, end of incoming call, end of outgoing call, missed incoming call or missed outgoing call,'}the type of said current event notified to said application is compared with a list of predetermined event types,{'b': 130', '160, 'if said type of current event notified is present in said list of predetermined event types (), the interactive application is activated and presented to the user via a ...

Enhanced controls for a computer based on states communicated with a peripheral device

A software application on a device controls a notification state of a peripheral device having a microphone, speaker and at least one button. The notification state includes one or more button press expression definitions and corresponding functions executable by the computing device. In response to receiving a sequence of button presses that satisfy a button press expression definition, the peripheral device sends a notification response causing the computing device to perform the corresponding action. The corresponding action may activate a voice assistant and make the voice assistant accessible through the peripheral device, which has fewer compute resources than are required to operate a voice assistance. In another example, the button press expression definitions can be used to control the mode in which a user enters a communication session, mute on, audio only, etc.

Information retrieval and display for an ivr system

This application discloses the display of stored information when creating a dialstring for use with mobile smartphones and other computer-enabled telephones. A software app recognizes input from the user (such as the initial digits of a phone number) that identifies the organization to be called, and accesses stored representations of information along with corresponding IVR phone tree information and user display preferences. The app then presents a graphical representation of all or part of the retrieved information on a display using the display preferences. The user can then respond to the graphical representation by providing selective inputs that cause the synthesis all or part of the dialstring needed to navigate the phone tree to the desired destination. Once a dialing option has been synthesized, the user may provide additional input that the system interprets as an instruction to open a phone call and dial the synthesized number.

VISUAL TRANSLATION FOR AN IVR SYSTEM

This application discloses the display of stored information when creating a dialstring for use with mobile smartphones and other computer-enabled telephones. A software app recognizes input from the user (such as the initial digits of a phone number) that identifies the organization to be called, and accesses stored representations of information along with corresponding IVR phone tree information and user display preferences. The app then presents a representation of all or part of the retrieved information on a display using the user's language preferences. The user can then respond to the representation by providing selective inputs that cause the synthesis all or part of the dialstring needed to navigate the phone tree to the desired destination. Once a dialing option has been synthesized, the user may provide additional input that the system interprets as an instruction to open a phone call and dial the synthesized number. 1. An electronic smartphone implemented method for creating a telephone dialstring , comprising the steps of:accessing, by a computer within the smartphone, an electronic relational database comprising representations of telephone numbers and phone tree options, in which the phone tree options are associated with the telephone numbers represented in the relational database;accessing a user profile for the smartphone comprising language preference information;accepting input data to select at least one of the represented telephone numbers;accessing, based on the input, one of a number of a graphical files corresponding to the phone tree,wherein the accessed graphical file is in a language corresponding to the language preference information in the user profile;displaying on a display device of the smartphone the accessed graphical file corresponding to the phone tree;receiving a data signal corresponding to the selection of at least one of the set of phone tree options generated by the touching of a position on a touchscreen that is ...

Automatic vision for the option for the audible presentation for improving user's efficiency and interactive performance is shown

通过视觉显示由自动话音系统可听呈现的选项，用户与自动话音系统的交互性能得以改善，用户的效率也得到了改善，从而使得用户能够更快速准确地与系统进行交互。可以利用通信标识符从集中式可听菜单数据库中获得选项，该通信标识符被用于建立与自动话音系统的通信连接。当用户建立与选项尚未存储在数据库中的自动话音系统的部分的通信连接，然后用户转录由自动话音系统可听呈现的选项的情况下，数据库从众包信息被填充。可听呈现的选项的转录同样用作双重检查，来验证已显示的选项。用户交互利用不同通信标识符生成到自动话音系统的不同部分的后续通信连接，从而重新触发机制。

Picture/video messaging protocol for emergency response

Systems and methods are provided to guide an emergency dispatcher in responding to emergency communications. The systems and methods may allow the dispatcher to use one or more of a plurality of different communication methods to communicate with a person needing assistance, such as by sending graphical multimedia messages with instructions for treatment. The systems and methods can include an emergency police, emergency fire, and/or emergency medical dispatch protocol configured to facilitate rapid, uniform, and consistent handling of communications. The emergency dispatch protocol presents a pre-scripted interrogation, including preprogrammed inquiries for a dispatcher to ask the person needing assistance. The dispatch protocol may facilitate quick deployment of responders. The emergency dispatcher may be able to manually or automatically send pre-dispatch or post-dispatch instructions in pictorial or video format to the person needing assistance for more effective guidance and/or instruction of treatment methods.

System and method for enhanced communications via small data rate communication systems

一种用于与交互式通信系统交互作用的系统和方法包括：处理与交互式通信系统关联的简档；基于对简档的处理生成用户界面以请求与交互式通信系统所需的响应相关的用户响应；经用户界面接收用户响应；基于用户响应使用简档更新用户界面；以及基于一个或多个用户响应向交互式通信系统发送信号。

ELECTRONIC APPARATUS HAVING A SCREEN AND METHOD FOR DISPLAYING GRAPHICS

Cet appareil comporte un écran (20) sur lequel différents graphismes mobiles (G1,... G8) peuvent apparaître.Il est muni de moyens pour donner l'illusion que ces graphismes sont placés sur une couronne (50). Par appui sur une touche (K2), les graphismes subissent une rotation selon une flèche (F1 ou F2). Application aux appareils téléphoniques portables. This device comprises a screen (20) on which different mobile graphics (G1, ... G8) may appear. It is provided with means to give the illusion that these graphics are placed on a crown (50). By pressing a key (K2), the graphics are rotated according to an arrow (F1 or F2). Application to portable telephone devices.

System and method for seamlessly integrating an interactive visual menu with an voice menu provided in an interactive voice response system

An interactive visual menu system seamlessly integrates an interactive visual menu with an audio menu provided in an interactive voice response system. The system augments a voice menu by displaying the content of the voice menu to a caller. The system assumes that the caller is placing a call near an interactive device such as a computer and the user is logged onto the interactive device using, for example, instant messaging. The system “pushes” a graphical menu through the Internet onto the interactive device. Display of the graphical menu is synchronized with the audio menu. The caller selects the desired choices either by pressing the phone keypad or by clicking on graphical menus on the interactive device; both voice and visual information are updated accordingly.

Method of providing limited access to preserve privacy within a message system

Method, device, program, and recording medium for obtaining voice service

본 발명은 본 발명은 음성 서비스 획득 방법, 장치, 프로그램 및 기록매체에 대하여 개시하였으며 이동통신 기술분야에 속한다. 상기 음성 서비스 획득 방법은 현재 호출하는 서비스 번호에 대응되는 서비스 프로세스를 획득하되, 상기 서비스 프로세스는 각 단계에 대응되는, 사용자가 정보 입력을 진행하도록 제시하기 위한 입력 프롬프트 정보를 포함하는 단계; 상기 서비스 번호에 접속한 후, 상기 서비스 프로세스 중의 상기 입력 프롬프트 정보를 표시하고, 사용자가 입력한, 상기 입력 프롬프트 정보에 응답하기 위한 키보드 신호를 수신하는 단계; 상기 키보드 신호에 근거하여 서비스를 제공하기 위한 자동 음성 서비스 시스템에 상기 키보드 신호를 전송하는 단계;를 포함한다. 이는 사용자가 전반 음성 프롬프트 메시지를 들은 후에야 만이 어느 하나의 종류의 응답 신호를 입력하여 조회를 계속할 수 있는지 여부를 획득할 수 있어 계속하여 조회함으로써 사용자의 대량의 대기시간을 낭비하고 단말기의 배터리 사용수명을 단축시키는 등 관련 기술중에 존재하는 문제를 피면하였다. The present invention discloses a voice service acquisition method, apparatus, program, and recording medium, and belongs to the field of mobile communication technology. Wherein the voice service acquisition method comprises the steps of: acquiring a service process corresponding to a currently called service number, the service process including input prompt information corresponding to each step, for presenting a user to proceed to input information; Displaying the input prompt information during the service process after accessing the service number and receiving a keyboard signal entered by a user for responding to the input prompt information; And transmitting the keyboard signal to an automatic voice service system for providing a service based on the keyboard signal. This is because it is possible to acquire whether or not the user can continue the inquiry by inputting any one kind of response signal only after hearing the overall voice prompt message, and by inquiring continuously, a large amount of waiting time of the user is wasted, And to avoid the problems existing in related technologies.

Interactive menu for telephone system features

A method and apparatus for providing telephone system features on a telephone system is disclosed. A menu of telephone system features may be provided to a user which allows the user to select and activate the various telephone system features.

Personalised voice response unit

The speech activated server (5) can be accessed by a number of users (1) through a telephone network (2). There is a memory zone (50) with memory logic. Each user can personalise the speech interface by modifying the collection (p(x)) of memory logic.

Systems and methods for visual presentation and selection of IVR menu

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.

Method for visualizing an IVR system

The invention is a method of creating a dialstring for use with mobile smartphones and other computer-enabled telephones. A software app designed to implement the method recognizes input from the user (such as the initial digits of a phone number) that identifies the organization to be called, and accesses a stored representation of the IVR phone tree for that organization. The app then presents a graphical representation of all or part of the phone tree on the display of the telephone. The user can then respond to the graphical representation by providing selective inputs that cause the app to synthesize all or part of the dialstring needed to navigate the phone tree to the desired destination. Once a dialing option has been synthesized to the user's satisfaction, the user may provide additional input that the system interprets as an instruction to open a phone call and dial the synthesized number.

Electronic apparatus comprising a display screen, and method of displaying graphics

본 발명의 장치는 상이한 이동가능 그래픽들(G1,...,G8)이 나타나게 될 스크린(20)을 구비한다. 상기 장치는 상기 그래픽들이 링(50)내에 위치되도록 표시를 제공하는 수단을 갖는다. 키(K2)를 터치함으로써, 그래픽들은 화살표(F1 또는 F2) 방향으로 회전된다.

Cellular telephone systems with support for converting voice calls to data sessions

셀룰러 전화와 같은 무선 전자 장치가 네트워크를 통해 서버와 같은 컴퓨팅 장비와 통신할 수 있다. 음성 전화 통화는 음성 네트워크 내의 음성 링크들을 통해 라우팅될 수 있고 데이터가 데이터 네트워크 내의 데이터 링크를 통해 전달될 수 있다. 음성 네트워크는 공중 교환 전화 네트워크를 이용하여 형성될 수 있다. 데이터 네트워크는 인터넷을 이용하여 형성될 수 있다. 셀룰러 기지국은 무선 장치와 무선 링크를 형성할 수 있다. 서버는 무선 장치 사용자의 현재 인터넷 프로토콜 주소에 대한 정보를 저장할 수 있다. 사용자는 업체에 음성 전화 통화를 할 수 있다. 음성 전화 통화를 수신하는 것에 응답하여, 서버는 장치의 현재 인터넷 프로토콜 주소를 이용하여 웹 페이지나 상호작용 온-스크린 옵션들을 포함하는 기타 데이터와 같은 정보를 무선 장치로 자동으로 전송할 수 있다. A wireless electronic device, such as a cellular telephone, can communicate with a computing device, such as a server, over a network. Voice telephone calls can be routed through voice links within the voice network and data can be carried over data links within the data network. The voice network may be formed using a public switched telephone network. The data network may be formed using the Internet. The cellular base station may form a wireless link with the wireless device. The server may store information about the current Internet Protocol address of the wireless device user. The user can make a voice telephone call to the business. In response to receiving a voice telephone call, the server may automatically transmit information, such as a web page or other data, including interactive on-screen options, to the wireless device using the device's current Internet Protocol address.

IVVR service function menu generating method and device

本发明公开了提供一种IVVR业务功能菜单的生成方法和装置，其中，该方法包括：接收用户终端输入的用于生成IVVR业务功能菜单的选择信息；从链接标识库中选择与选择信息对应的一个或多个链接标识，其中，链接标识用于链接到IVVR业务中的一个功能；使用一个或多个链接标识生成IVVR业务功能菜单。本发明解决了现有技术中的无法动态更新和自定义菜单而导致用户体验度不高的问题，进而达到了可以动态更新和自定义菜单，提高用户体验度的效果。

System and method for graphically displaying and navigating through an interactive voice response menu

Interactive voice response systems (IVRS) are used as interfaces at a wide variety of support and information retrieval centers. A caller who contacts in IVRS-equipped support center can choose to have the voice information contained in the IVRS menus displayed graphically on the caller's communications terminal. The graphical display allows a caller to navigate up and down in the IVRS menus, skipping intermediate steps that would be required making responses to voice queries. In one embodiment the Hyper Text Markup Language (HTML) is used to produce the graphical display. The HTML data also contains a pre-defined protocol used to display IVRS menus. The graphical display of IVRS menus saves callers time, and displays IVRS information more quickly and thoroughly than could be done with voice. Graphical display of IVRS menus also saves support costs since a caller may find desired information without interaction with support center personal.

System for and method of establishing an augmented communication channel with an interactive voice response system

Methods of and systems for establishing an augmented communication channel between an interactive voice response (IVR) system and an electronic device associated with a user are disclosed. A first method comprises sending, an audio call request; establishing an audio channel; establishing a data channel between the IVR system and the electronic device; receiving, via the data channel, IVR tree data, the IVR tree data allowing association of a position of the user with respect to the menu navigation structure; sending, via one of the audio channel and the data channel, a user selection relating to the IVR tree data; and receiving, via the other one of the audio channel and the data channel, an updated position of the user with respect to the menu navigation structure based on the user selection. A method to be executed by the IVR system is also disclosed.

Portable terminal for providing convenience information during call and method for providing convenience information during call in portable terminal

The present invention relates to a potable terminal which provides information received during a call to a screen, and a method. A potable terminal which provides convenience information according to one embodiment may include a speech processing part which generates mapping data by mapping numbers and words identified from digital data after the speech recognized from an analog machine sound is changed into the digital data when the call is connected, and a content output part which searches the numbers mapped by the words identified from the mapping data and outputs the identified words and the number key of a dial screen which displays the mapped numbers together. [Reference numerals] (0) Chat with a call center; (1) Inquire fee; (110) Control part; (120) Speech processing part; (130) Content output part; (140) Database; (2) Guide additional services; (3) Inquire call quality; (AA) # repeating; (BB) User

Method and system for supporting a decision tree with placeholder capability

A system and method for supporting an interactive decision tree with placeholder capability include an interactive decision tree-based expert unit with an input enabled to receive user data that includes a user identification and with an output enabled to transmit system data. A memory is connected to the expert unit for storing the system data. Optionally, the user memory stores the identification and an associated decision tree node identifier representing a node in the decision tree visited by a user prior to termination of a communications link between the expert unit and the user. A device is provided for accessing the decision tree node identifier from the memory utilizing the associated user identification, so that a connecting device can automatically connect the user to a node within the decision tree based solely upon the user identification. Alternatively, the decision tree node identifier is transmitted to the user. Upon reconnecting to the expert unit, the user transmits the node identifier to the expert unit to reconnect to the decision tree at the node represented by the node identifier.

Visual translation for telephone commands

This Application discloses the display of stored information when creating a electronic command for use with mobile smartphones and other computer-enabled telephones. A software app recognizes input from the user (such as the initial digits of a phone number) that identifies the organization to be called, and accesses stored representations of information along with corresponding IVR phone tree information and user display preferences. The app then presents a representation of all or part of the retrieved information on a display using the user's language preferences. The user can then respond to the representation by providing selective inputs that cause the synthesis all or part of the commands needed to navigate to the desired destination. Once a command sequence has been synthesized, the user may provide additional input that the system interprets as an instruction to open a phone call and invoke the assembled commands.

Cellular telephone systems with support for converting voice calls to data sessions

셀룰러 전화와 같은 무선 전자 장치가 네트워크를 통해 서버와 같은 컴퓨팅 장비와 통신할 수 있다. 음성 전화 통화는 음성 네트워크 내의 음성 링크들을 통해 라우팅될 수 있고 데이터가 데이터 네트워크 내의 데이터 링크를 통해 전달될 수 있다. 음성 네트워크는 공중 교환 전화 네트워크를 이용하여 형성될 수 있다. 데이터 네트워크는 인터넷을 이용하여 형성될 수 있다. 셀룰러 기지국은 무선 장치와 무선 링크를 형성할 수 있다. 서버는 무선 장치 사용자의 현재 인터넷 프로토콜 주소에 대한 정보를 저장할 수 있다. 사용자는 업체에 음성 전화 통화를 할 수 있다. 음성 전화 통화를 수신하는 것에 응답하여, 서버는 장치의 현재 인터넷 프로토콜 주소를 이용하여 웹 페이지나 상호작용 온-스크린 옵션들을 포함하는 기타 데이터와 같은 정보를 무선 장치로 자동으로 전송할 수 있다.

A cellular telephone system that supports the conversion of voice calls to data sessions

セルラー電話等の無線電子デバイスは、ネットワークを介してサーバ等のコンピューティング機器と通信する。音声通話は音声ネットワークにおいて音声リンクを介して転送され、データはデータネットワークにおいてデータリンクを介して搬送される。音声ネットワークは、公衆交換電話網を使用して形成される。データネットワークは、インターネットを使用して形成される。携帯基地局は、無線デバイスとの無線リンクを形成する。サーバは、無線デバイスユーザの現在のインターネットプロトコルアドレスに関する情報を格納する。ユーザは、事業者に音声通話をする。音声通話呼の受信に応答して、サーバは、デバイスの現在のインターネットプロトコルアドレスを使用して対話型オンスクリーンオプションを含むウェブページ又は他のデータ等の情報を無線デバイスに自動的に送信する。 【選択図】図６

Methods, systems, and articles for providing a family telecommunication service

A menu is provided in a first telephone call. The menu provides a plurality of destination options including a first destination option for a residence of a family, a second destination option for a first member of the family at a first location other than the residence, and a third destination option for a second member of the family at a second location other than the residence. A selection of one of the destination options is received in the first telephone call. A second telephone call is initiated to a telephone number corresponding to the selection. The first telephone call and the second telephone call are connected.

Mobile device providing cancellation of call-waiting and method thereof

A mobile device includes a display module, an option module, a determination module, and a control module. The option module is operable to offer an answer option, a first rejection option, and a second rejection option to display on the display module. The determination module is operable to determine whether the answer option, the first rejection option, and the second rejection option are selected. The first rejection option is operable to operate a first incoming call during a current active call. If the first rejection option is selected, the control module rejects the first incoming call. If the second rejection option is selected, the control module rejects incoming calls after the first incoming call and ignores incoming call information indicating the incoming calls occurring after the first incoming call during the current active call.

Systems and methods for visual presentation and selection of IVR menu

Embodiments of the invention provide a system for enhancing user interaction with Interactive Voice Response (IVR) destinations, the system comprising: a processor; and a memory coupled to the processor, the memory comprising: data encoding a database, the database comprising a list of telephone numbers associated with one or more destinations implementing an IVR; instructions executable by the processor for automatically communicating with at least one user; and instructions executable by the processor to pull at least one menu from the database and display the menu to the at least one user, wherein the menu is associated with a telephone number dialed by the at least one user, and wherein the menu comprises at least one icon.

Selectable state machine user interface system

A system that concurrently provides multiple user interface (UI) mechanisms that facilitate control of an application state machine (e.g., unified message system). More particularly, the invention can create two relatively distinct user experiences, one via dual tone multi-frequency (DTMF) navigation and another through speech recognition navigation of a unified message system. In accordance therewith, one single underlying state machine can be used. Navigation and flow control (e.g., state transitions) in the state machine can be leveraged by multiple UI mechanisms that actively co-exist. The invention introduces speech recognition features together with other input mechanisms to drive the UI of an application state machine (e.g., unified messaging system). The speech recognition UI can be designed to provide a natural navigation through the application independent of a DTMF UI.

Method and device respectively of a mobile telephone system

The present invention relates to a method and a device for delivering information regarding news, weather, sports, economy or any other information, which can be of interest to a user of a mobile telephone (15), from an information server to the mobile telephone. The invention comprises that a call set up request is received (14, 33) from the mobile telephone (15) at a first called telephone number together with the telephone number of the mobile telephone, and that a menu with alternatives, each associated with the respective telephone number, is sent (19, 47) in the form of a data message, particularly an SMS message, to the mobile telephone in dependence on said first called number, wherein said alternatives are associated with information and are chosen by dialling the respective telephone number. Further, the invention may comprise the steps of receiving a further call set up request from the mobile telephone (15) at the second called number, which is associated with one of said alternatives, identifying said one of said alternatives, which is associated with said second called number, and sending the information associated with said one of said alternatives to the mobile telephone in the form of a data message, particularly as an SMS message.

Telephone customer service through transmission of interactive menu

交互式菜单的传输包括：通过到呼叫服务的呼叫，用户请求呼叫服务的服务，该呼叫服务包括服务、语音响应系统和一个或多个交互式菜单；在电信设备内从呼叫服务接收交互式菜单，包括在处理点上暂停所请求的服务；用户根据交互式菜单提供交互式菜单响应信息；和用户利用交互式菜单响应信息从暂停所请求服务所在的处理点恢复所请求的服务。

Method and system for providing telephone interactive speed answering function

一种接收和呈现交互语音应答数据的方法，包括发送电话连通请求，该请求用于在发端装置和交互语音应答系统之间建立语音信道连接。在建立该语音信道连接之前，可以通过回铃信道接收与所述交互语音应答系统关联的交互语音应答菜单。可以向发端装置的用户提供所述交互语音应答菜单的至少一部分。

Apparatus and method for improving the user interface of integrated voice response systems

An improved prompting system for accessing specified functions in an interactive voice response (IVR) system. The IVR system ( 101 ) presents a plurality of prompts to callers. The prompts are typically presented in a predetermined order. However, the IVR system ( 101 ) improves the presentation by adjusting the presentation order based on a caller pattern of prompt selection. By monitoring incoming calls to determine what prompts are most frequently selected, the IVR system ( 101 ) can tailor the presentation order to the needs of individual users. The IVR system ( 101 ) can monitor either the selections made by all users or those made by a particular individual user over a configurable time period to establish the pattern of prompt selection.

Preconfiguration of call availability and routing of incoming phone calls

The invention relates to a method for managing telephone calls, characterised in having a call-routing configuration, provided by a person likely to be called as a function of the state of the call and a telephone call from a caller to a callee, pre-provided with a call routing as previously configured in the case of the callee not being available. The invention further relates to means for carrying out such a method.

Smart tone access card

A system and method for interacting with a telecommunications system. An access card producer/distributor (104) manufactures and preprograms a plurality of access cards. The preprogramming (408) enables the access cards to automatically navigate through multilevel menus of services provided by a telecommunications system (410). The access card producer/distributor (104) distributes the preprogrammed access cards to parties. The access cards are then used by the parties to navigate through the telecommunications system (410). Specifically, upon command, the access cards generate a series of DTMF signals (314) required to navigate to a service provided by the telecommunications system and desired by the party.

Method and device for obtaining voice service

Information retrieval and display for an IVR system

This application discloses the display of stored information when creating a dialstring for use with mobile smartphones and other computer-enabled telephones. A software app recognizes input from the user (such as the initial digits of a phone number) that identifies the organization to be called, and accesses stored representations of information along with corresponding IVR phone tree information and user display preferences. The app then presents a graphical representation of all or part of the retrieved information on a display using the display preferences. The user can then respond to the graphical representation by providing selective inputs that cause the synthesis all or part of the dialstring needed to navigate the phone tree to the desired destination. Once a dialing option has been synthesized, the user may provide additional input that the system interprets as an instruction to open a phone call and dial the synthesized number.

Method for redirecting a calling phone from a finder service to a destination phone

The present invention provides a method for redirecting a calling phone from a finder service to a destination phone. A communication system receives a request to generate a set of destination names at the finder service from the calling phone. If the calling phone is capable of processing IP data, the communication system sends a text-based menu interface including the set of destination names to the calling phone. The calling phone may send a menu response indicating one of the set of destination names to the communication system. The communication system receives the menu response from the calling phone and redirects the calling phone to the destination name.

Method and apparatus for automatic telephone menu navigation

Principles of the present invention provide techniques for automatically navigating through a telephone menu system. Illustrative techniques of the invention permit a user of a telephone menu system (e.g., IVR system) to record operations needed to navigate to a particular point in a menu tree of the telephone menu system and to either gather information or perform a transaction at that menu point. The information or transaction status may be reported to the user. Part of the act of training may be the association of a command with the navigation operations, after which the automated telephone menu navigation system of the invention will repeat the procedure, in correct synchrony with the telephone menu service, when the user says the command. In addition, the techniques of the invention detect failure or loss of synchronization or changes in the telephone menu.

Enhanced voicemail system and method

A system for processing voicemail is provided that includes a voicemail database processor establishing one or more of an accounts table, a messages table, a distribution list table, a distribution lists members tables, and a delete request table. In operation a message navigation menu is provided to a user to allow the user to move back and forth a specified number of voicemails, change between urgent and normal priority voicemails, retrieve messages only from a specific mailbox or from outside the system, or initiate an improved deletion operation.

Methods, systems, and products for dynamically-changing IVR architectures

Methods, systems, and products are disclosed for dynamically changing an Interactive Voice Response (IVR) system. Responses to a menu of prompts are monitored. A presentation order of the menu of prompts is automatically updated according to a set of rules. The set of rules describe qualifications for dynamically changing the menu of prompts.

Graphical rendering for interactive voice response (IVR)

A method, computer system, and a computer program product for dynamic graphical rendering of call options is provided. The present invention may include receiving, by an interactive voice response (IVR) system, a phone call from a telephonic device. The present invention may include determining that the telephonic device includes a visual menu device type. The present invention may include generating a visual prompt menu having a visual representation of a set of call options included in the IVR system. The present invention may include transmitting the generated visual prompt menu to a display of the telephonic device. The present invention may include receiving, from the telephonic device, at least one selected call option from the generated visual prompt menu. The present invention may include processing, by the IVR system, a call sequence based on the received at least one selected call option from the generated visual prompt menu.

Method and system for graphic display and navigation through an interactive voice response menu

Apparatus and method for improving the user interface of integrated voice response systems

An improved prompting system for accessing specified functions in an interactive voice response (IVR) system. The IVR system ( 101 ) presents a plurality of prompts to callers. The prompts are typically presented in a predetermined order. However, the IVR system ( 101 ) improves the presentation by adjusting the presentation order based on a caller pattern of prompt selection. By monitoring incoming calls to determine what prompts are most frequently selected, the IVR system ( 101 ) can tailor the presentation order to the needs of individual users. The IVR system ( 101 ) can monitor either the selections made by all users or those made by a particular individual user over a configurable time period to establish the pattern of prompt selection.

Enhanced controls for a computer based on states communicated with a peripheral device

A software application on a device controls a notification state of a peripheral device having a microphone, speaker and at least one button. The notification state includes one or more button press expression definitions and corresponding functions executable by the computing device. In response to receiving a sequence of button presses that satisfy a button press expression definition, the peripheral device sends a notification response causing the computing device to perform the corresponding action. The corresponding action may activate a voice assistant and make the voice assistant accessible through the peripheral device, which has fewer compute resources than are required to operate a voice assistance. In another example, the button press expression definitions can be used to control the mode in which a user enters a communication session, mute on, audio only, etc.

Interactive voice response using intent prediction and a 5G capable device

Disclosed here is a method to determine a user intent when a user device initiates an interactive voice response (IVR) call with a wireless telecommunication network. A processor can detect the IVR call initiated with the network and determine whether the user device is a member of the network. Upon determining that the user device is a member of the network, the processor can obtain user history including interaction history between the user and the network. Based on the user history, the processor can predict the user intent when the user initiates the IVR call. The processor can detect whether user device is a 5G capable device. Upon the determining that the device is 5G capable and based on the predicted user intent, the processor can suggest to the user an application configured to execute on the user device and configured to address the predicted user intent.

Controlling an Interactive Voice Response menu on a Graphical User Interface

Method, system, and articles for providing a family telecommunication service

A menu is provided in a first telephone call. The menu provides a plurality of destination options including a first destination option for a residence of a family, a second destination option for a first member of the family at a first location other than the residence, and a third destination option for a second member of the family at a second location other than the residence. A selection of one of the destination options is received in the first telephone call. A second telephone call is initiated to a telephone number corresponding to the selection. The first telephone call and the second telephone call are connected.

Devices and methods for automating interactive voice response system interaction

Disclosed are devices and methods for receiving, by a telephone device, data of an Interactive Voice Response (IVR) menu tree that is made available to the telephone device by a server of a remote database, or in the alternative, is made dynamically available to the telephone device. In an embodiment, an IVR menu tree may include menu tags according to a menu description protocol and may be delivered as the IVR menu tree is updated so that the telephone device receives an up-to-date menu tree automatically. The received IVR menu tree may be visually output to the display screen of the telephone device. Accordingly, the received IVR menu tree can be visual menu output rendered as a menu tree display and configured to be navigable on the display screen by a user input device, such as a joy stick or key pad.

System, method, and program for providing information

The present invention is to provide a system that is capable to interface with an automated voice response (IVR) system for existing phone calls and to display voice messages of an IVR by texts. The system for providing information 1 of the present invention includes a terminal 10 and an automated voice response system 80. The control unit 20 of the terminal 10 performs the activation module 21 to activate the display program 41 that is to display the voice message provided from the automated voice response system 80 on the image display unit 70 when making a call to the automated voice response system 80 through a phone. Then, when the voice message display module 23 is operated, the image display unit 70 displays the voice message provided from the automated voice response system 80 to the terminal 10.

Systems and methods for operating an interactive voice response system

Systems and methods are provided for initiating an Intelligent Virtual Assistant (IVA) for facilitating user interaction with the automated call handling system such as Interactive Voice Response (IVR) system. A computer-implemented method may obtain a command for initiating an IVA system during a call between a mobile device operated by a user and an automated call handling system. Next, the method may obtain a first natural language command from the mobile device, determine a first user action based on the first natural language command, and transmit the determined user action to the automated call handling system. Finally, the method may obtain a first audio response from the automated call handling system in response to the transmitted user action, and transmit the first audio response to the user upon determining that the first audio response includes information associated with the first user request.

Messaging server language configuration method and apparatus

A method for adding a spoken language for output generated by a messaging program including a voice messaging program and a voice messaging program running without re-compiling the messaging program includes providing the voice messaging program configured to generate an output message, providing the language server to receive the output message, to receive an ordered plurality of phrase references, to use phrase references from the ordered plurality of phrase references to identify a plurality of spoken phrases, and to output the plurality of spoken phrases, installing a set of language configuration data in a directory in the memory, the set of language configuration data configured to specify an ordered plurality of phrase references to the language server in response to the output message, installing a set of phrase files in a second directory in the memory, each phrase file in the set having an associated phrase reference and configured to store a unique spoken phrase, the set of language configuration data and the set of phrase files both associated with a spoken language, receiving a request in the messaging program to use the spoken language for the messaging program, and configuring the language server to refer to the second directory in the memory and to use the ordered plurality of phrase references as the ordered plurality of phrase references and to refer to the set of phrase files for the plurality of spoken phrases, in response to the request, wherein the messaging server is not recompiled after installing the set of language configuration data or after installing the set of phrase files.

data processing method for providing information guiding service in a call-center

본 발명은 콜센터 전화상담 서비스를 제공하기 위한 데이터 처리방법을 개시한다. 고객이 콜센터에 전화를 걸어 주민등록번호와 같은 자신의 식별데이터를 입력함과 동시에 상담원과의 전화상담을 요청하는 경우, CTI서버는 교환기로부터 이를 전달받아 가용한 상담원을 검색하여 상담원을 선정하고 선정된 상담원의 정보를 식별데이터와 함께 웹서버에 전달한다. 웹서버는 식별데이터에 대응하는 고객의 상담이력과 신상정보를 콜센터의 데이터베이스서버와 호스트컴퓨터로부터 수집한다. 웹서버는 또한 수집된 고객의 상담이력과 신상정보를 전화연결 메뉴버튼들과 함께 하나의 웹페이지 화면에 포함되도록 작성하여 검색된 가용 상담원의 컴퓨터로 전달한다. 상담원이 웹화면에 제공된 상기 전화연결 메뉴버튼들 중에서 전화받기버튼을 클릭 하면 CTI서버는 교환기에 고객호가 상담원의 전화에 연결되도록 호전환 요청을 하여 고객의 호와 가용 상담원의 전화가 통화가 이루어지도록 하여 상담원이 웹화면상의 고객정보를 보면서 고객에 대한 신속하고 정확한 상담서비스를 제공할 수 있게 한다. The present invention discloses a data processing method for providing a call center telephone consultation service. When a customer calls a call center and inputs his own identification data such as social security number and requests a telephone consultation with an agent, the CTI server receives this from the exchange and selects an agent by searching for available agents. Information is sent to the web server along with the identification data. The web server collects the customer's counseling history and personal information corresponding to the identification data from the database server of the call center and the host computer. The web server also prepares the collected counseling history and personal information of the customer together with the telephone connection menu buttons to be included in one web page screen and delivers the information to the computer of the available counselor. When an agent clicks the answer button on the telephone connection menu buttons provided on the web screen, the CTI server requests a transfer to the exchange so that the customer's call is connected to the agent's phone so that the call of the customer and the available agent's phone are made. This enables the counselor to provide prompt and accurate consultation service to the customer while viewing the customer information on the web screen.

Web-based generation of telephony-based interactive voice response applications

A method of analyzing a menu structure associated with an interactive voice system that supports interactive voice response users is disclosed. A graphical representation of the menu structure is generated and communicated to an on-line user. The graphical representation is used by the on-line user to select graphical menu items corresponding to interactive voice response prompts.

Cellular telephone systems with support for converting voice calls to data sessions

Wireless electronic devices such as cellular telephones may communicate with computing equipment such as servers over a network. Voice telephone calls may be routed over voice links in a voice network and data may be conveyed over data links in a data network. The voice network may be formed using the public switched telephone network. The data network may be formed using the Internet. Cellular base stations may form wireless links with the wireless devices. A server may store information on the current internet protocol address of a wireless device user. The user may place a voice telephone call to an organization. In response to receiving the voice telephone call, a server may automatically transmit information such as web pages or other data that includes interactive on-screen options to the wireless device using the current internet protocol address of the device.

Voice response unit proxy utilizing dynamic web interaction

A system, method and program product for providing a voice response unit (VRU) proxy. A system is provided that includes: a graphical user interface (GUI) for dynamically displaying information from a VRU and for receiving data from a user; a system for initiating a call with the VRU; and a VRU interface system for transmitting data from the user to the VRU, and for using speech recognition to capture broadcasts from the VRU for display within the GUI.

Selectable controls for interactive voice response system

본 명세서는 대화형 음성 응답(IVR) 시스템에 대해 선택 가능한 컨트롤을 활성화하는 시스템 및 기술에 대해 설명한다. 기술된 시스템 및 기술은 컴퓨팅 장치의 사용자와 제3자 사이의 음성 또는 영상 통화와 연관된 오디오 데이터가 복수의 선택 가능한 옵션을 포함하는지 여부를 결정할 수 있다. 제3자는 통화 중에 선택 가능한 옵션을 가청적으로(음성으로) 제공한다. 오디오 데이터가 선택 가능한 옵션을 포함한다는 결정에 응답하여, 컴퓨팅 장치는 복수의 선택 가능한 옵션의 텍스트 설명을 결정할 수 있다. 설명된 시스템 및 기술은 디스플레이에 둘 이상의 선택 가능한 컨트롤을 디스플레이할 수 있다. 사용자는 선택 가능한 여러 옵션 중 선택된 옵션을 나타내기 위해 선택 가능한 컨트롤을 선택할 수 있다. 이러한 방식으로, 설명된 시스템 및 기술은 IVR 시스템을 더 쉽게 탐색하고 이해하게 함으로써 음성 통화 및 영상 통화에 대한 사용자 경험을 개선할 수 있다.

Graphical phone menu systems, methods and articles

Prior to connecting a voice call between an end user and a system user, an automated customer interaction system configured by the system user can determine whether the end user's communications device is a recognized or registered device. Responsive to the determination that the end user's device is recognized or registered, the automated customer interaction system can initiate an interactive graphical session via a network data link to provide an interactive graphical session to the end user. Responsive to the determination that the end user's device is not recognized or registered or responsive to receipt of an input indicative of an end user's desire to initiate a voice call, the automated customer interaction system can initiate a voice call using a voice telephone network.

Call processing system and call processing method

Embodiments of this application provide a call processing system. The call processing system includes an application service device and an application media device. The application service device is configured to send a data channel establishment indication message to the application media device when detecting that a terminal device initiates or receives a call service, to indicate the application media device to establish a data channel with the terminal device. The application media device is configured to: receive the data channel establishment indication message from the application service device, establish the data channel with the terminal device, and send first service page information corresponding to the call service to the terminal device through the data channel. It can be learned that, a control plane and a media plane in the call processing system are separated, the application service device is configured to implement a function of the control plane, and the application media device is configured to implement a function of the media plane. Interaction between the application service device and the application media device can implement an interactive service in a call, and therefore efficiency of processing the call service by the call processing system is improved.