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 message. The second section comprises second information.

FIELD OF THE INVENTION

The invention relates to Interactive Voice Response (IVR) system and more specifically the invention relates to establishing a communication session among plurality of communication devices comprising an IVR application.

BACKGROUND OF THE INVENTION

Interactive Voice Response (IVR) technology is generally used to detect voice and key inputs from a caller. Various organizations such as banks, insurance companies, and other service providers use IVR technology to manage calls from their customers. Typically, IVR systems are used by organizations that have high call volumes. An objective for implementing the IVR systems is to provide the customers with a quick and good experience. Moreover, the cost of providing the services is reduced.

Generally, when the caller calls a destination, such as a bank, an automated audio menu is played. The audio IVR menu can contain instructions to provide instant services such as account balance inquiry when the destination is a bank. Further, audio menu can provide options for the caller to connect to a desired end inside the destination. For example, the menu may direct the caller to press various keys on a telephone to connect to a particular department or agent. The audio IVR menu is designed specific to a destination. Therefore, each destination or organization may have different IVR menus. Further, the IVR menu in an organization can be based on the type of departments, type of services, customer care executives or agents and so forth. For example, an IVR menu of a bank may include options related to the account details of the caller, while an IVR menu of a pizzeria may contain options to order or select a pizza.

Typically, the caller calling the destination may have to listen and follow instructions on the menu to get a desired response or a function performed. Therefore, the process can be time consuming. Moreover, in case the caller provides an incorrect input, the complete process may have to be repeated. Furthermore, the IVR menu for an organization may be updated or changed regularly. For example, extension numbers inside an organization may be changed and correspondingly, the extension numbers associated with the IVR menu may be updated. As a result, a frequent caller may not be able to reach a desired end by remembering a combination of numbers. Therefore, the caller may become frustrated with the IVR systems.

Some prior art try to address this problem by providing visual form of IVR. These prior arts display the IVR menu graphically on a caller device. U.S. Pat. No. 7,215,743 assigned to International Business Machines Corporation and a published U.S. Patent Application with Ser. No. 11/957,605, filed Dec. 17, 2007 and assigned to Motorola Inc., provides the IVR menu of the destination in a visual form to the caller. The caller can select the options from the IVR menu without listening to the complete audio IVR menu. However, the IVR menu displayed on the caller device is stored on an IVR server at the destination end. As a result, the visual IVR menu is specific to the destination and only the IVR of the destination dialled is displayed. These techniques therefore, require each destination to set-up hardware, software and other facilities to be deployed for providing visual IVR servers.

Another existing technique as disclosed in U.S. Pat. No. 6,560,320 assigned to International Business Machines Corporation enables an operator of the IVR to send customized signals to the caller for generating and displaying graphical elements on the device of the caller. Thereafter, the caller can respond by selecting options through touch-screen interface of the device. Dual Tone Multi frequency (DTMF) signals of the IVR. However, this technique requires a specifically configured device to interpret the codes sent as Dual Tone Multi frequency (DTMF) signals for generating the graphics. Moreover, an operator is required to present the graphics to the caller. Furthermore, specialized software and hardware are required at the operator to design and generate DTMF codes. Therefore, the technique faces various practical limitations.

Generally, the IVR menus of the organizations are in form of audible menu. Moreover, there are a large number of organizations that use IVR menus. Therefore, converting the audible menus to visual menus can be time consuming. An existing technique, as disclosed in U.S. Pat. No. 6,920,425 assigned to Nortel Networks Limited, discloses an automated script to convert the audible menus scripts to visual menu scripts. However, the audible menus scripts must be available in a particular format to enable the conversion. Furthermore, the audio menu scripts must be available or downloadable for the program to function. As a result, only the audio menus scripts that are available can be converted to visual menu scripts. Furthermore, the device of the caller must be designed or programmed to understand the visual menu scripts.

The effectiveness of providing the IVR in visual form is discussed in a technical paper titled, ‘The Benefits of Augmenting Telephone Voice Menu Navigation with Visual Browsing and Search’ by Min Yin et al. The paper discusses a setup where visual content of the IVR is sent from a service provider to a computer connected to a mobile phone. However, the technique discussed in the paper is limited to the visual content provided by the service provider's end, after the connection is established. Moreover, the providers are required to individually set up the hardware and services for providing visual content.

As discussed above the existing technologies have various limitations. Therefore, system and method are desired for communicating among IVR enabled communication devices.

SUMMARY

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 message. The second section comprises second information.

An aspect of the invention is to provide a communication device for communicating with a second communication device. The communication device includes an IVR application such as Visuphone. In an embodiment, the second communication device also includes the IVR application such as Visuphone.

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

Embodiments of the invention provide a method for establishing a communication session in a communication network. The method comprises dialling, by a communication device, a phone number of a second communication device. The second communication device comprises an Interactive Voice Response (IVR) system. Further, the method comprises detecting, by the communication device, a data network. Furthermore, the method comprises sending, by the communication device, a first section of a data packet to the dialled second communication device when the data network is detected. The first section comprises first information.

An aspect of the invention is to provide a method for establishing a communication session in a communication network. The communication session may be established between two or more IVR enabled devices.

Another aspect of the invention is to provide a method for establishing a communication session among a plurality of communication devices. The communication devices may or may not include Visuphone.

Yet another aspect of the invention is to provide a method for establishing a communication session among a plurality of communication devices. The communication session is established by sending one or more packets when a data network such as the Internet is available.

DETAILED DESCRIPTION OF THE INVENTION

FIG. 1Aillustrates an exemplary environment where various embodiments of the invention function. A communication network100includes a communication device102a. In an embodiment, the communication network100may include different types of communication devices102a-n. In an embodiment, the communication device102amay be referred as a first communication device. Further, the communication network100includes a second communication device108a. A person skilled in art will appreciate, that the communication network100may also include a plurality of communication devices102. In an embodiment, the communication network100may include a plurality of second communication devices108. Examples of the communication network100include, but are not limited to, the Internet, PSTN, Local Area Network (LAN), Wide Area Network (WAN), Metropolitan Area Network (MAN), and so forth. In an embodiment, the communication network100can be a data network such as the Internet. The data network is a network capable of establishing data and voice communication among various communication devices. In an embodiment, the communication network100can be a telecommunication or telephone network capable of establishing only voice communication among various communication devices.

A user106may use the communication device102ato connect to the second communication device108a. The communication device102acan be a telecommunication device that can connect directly to a Public Switched Telephone Network (PSTN)110. A person skilled in the art will appreciate, that the communication device102acan also connect to a private telephone exchange. Examples of the communication device102ainclude, but are not limited to, a telephone, a mobile phone, a smart phone or any other device capable of voice or data communication. The user106may dial a phone number associated with the second communication device108afor initiating a call for connecting to the second communication device108a. The communication device102amay have one or more associated phone numbers, which may be used by other devices for connecting to the communication device102a. Similarly, each of the plurality of the second communication device108may have associated at least one phone number. In another embodiment, the communication device102amay include a plurality of visual Interactive Voice Response (IVR) menus corresponding to phone numbers of the plurality of second communication devices108. In an embodiment, the communication device102amay include an IVR application.

In an embodiment, the communication device102amay include the IVR application such as Visuphone104a. The Visuphone104amay be hardware, an application stored as software, a firmware on the communication device102a, or a combination thereof. The Visuphone104amay provide data regarding a phone number of the second communication device108adialled by a user106of the communication device102a. For example, the data may include geographical information or services provided by the second communication device102a-n. The second communication device includes an IVR system. The IVR system allows a caller or the user106to interact automatically with the second communication device108a. When the user106dials a phone number and connects to the second communication device108a, an audible IVR menu may be played to the user106. The second communication device108acan have more than one IVR menus. The Visuphone104amay display a visual IVR menu on the communication device102acorresponding to the audible IVR menu associated with the phone number of the second communication device108ato be connected.

The second communication device108acan be a device capable of data/voice communication. Examples of the second communication device108ainclude, but are not limited to, a telephone, a computer, a laptop computer, a personal digital assistant (PDA), a mobile phone, and so forth. Various types of the second communication device108athat implement the audible IVR menu include, for example, banks, hotels, fast-food outlets, utility services providers, corporate offices, mobile phone service providers, hospitals and so forth. In an embodiment, the second communication device108acan have more than one audio/visual IVR menus. Typically, the audible IVR menu provided by the second communication device108acomprises audible options or instructions. In an embodiment, the visual IVR menu includes one or more text and/or graphical representation of different nodes corresponding to different nodes of the audio IVR menu. The user106may be required to select various options from the audible IVR menu to obtain the required information or service from the dialled second communication device.

In an embodiment, the Visuphone104amay send or receive one or more messages to or from the second communication device108afor establishing a communication session with the second communication device108a. The one or messages may be sent as data packets when a data network such as the Internet is available. In an embodiment, the one or more messages may be sent as Dual-Tone Multi-Frequency (DTMF) signals or tones. After establishing a communication session with the second communication device108a, the user106can interact with the second communication device108avia the visual IVR menu associated with the second communication device108a. In an embodiment, the communication device102amay receive an acknowledgement message from the second communication device108a.

In an embodiment, the communication network100may include a server. The server may maintain the updated information of the second communication device108a. In an embodiment of the invention, the communication device102acan request and/or receive updates from the server.

FIG. 1Billustrates another exemplary environment where various embodiments of the invention function. As discussed with reference toFIG. 1A, the communication network includes the communication device102aand the second communication device108a. As shown the communication network100may further include a second communication device108b(hereafter the second communication device108band the second communication device108amay be interchangeably or collectively referred to as second communication device108). The communication device102acan be a telecommunication device that can connect directly to a PSTN110. The communication device102aincludes a Visuphone104acapable of displaying data related to the second communication device108a. Further, the Visuphone104amay send or receive one or more messages to or from the second communication device108a. In an embodiment, the one or more messages exchanged may be in the form of data packets. In an embodiment, the data packet may be an Internet Protocol version 6 (IPv6) packet. In another embodiment, the one or more messages exchanged may be in the form of DTMF signals or tones.

In an embodiment of the invention, the second communication device108bmay also include a Visuphone104b. The Visuphone104bmay send or receive one or more messages including information such as acknowledgment to or from the communication device102a. The Visuphone104bis capable of sending messages required to establish a communication session with the communication device102a.

FIG. 1Cillustrates another exemplary environment where various embodiments of the invention function. As shown, a communication device102bcan be a communication device that may be connected directly to a network114. Examples of the communication device102binclude, but are not limited to, a personal computer, a laptop, a mobile phone, a smart-phone, a fixed line telephone, a Voice Over Internet Protocol (VOIP) phone or other devices capable of voice or data communication. The communication device102bmay include various applications or computer programs that enable the user106to use the communication device102bfor dialling a phone number of the second communication device102a-nthrough PSTN110over network114through a gateway112. For example, the applications may be VOIP applications, such as but not limited to, Skype, Magic Jack, Google Talk and so forth. Examples of the network114include any wired or wireless network, such as but not limited to, LAN, WAN, a Wi-Fi network and so forth. As discussed with reference toFIG. 1AandFIG. 1B, the second communication device108b(or108a) presents the audible IVR to the communication device102b. As discussed with reference toFIG. 1A, the Visuphone104amay initiate a call to a phone number of the second communication device108b. The Visuphone104amay further display the visual IVR menu associated with the dialled phone number of the second communication device108b. Further, the Visuphone104amay search or detect a data network. In an embodiment, the Visuphone104amay send one or more messages in the form of data packets when a data network such as the Internet is available to the second communication device108b. Further, the Visuphone104amay establish a communication session with the second communication device108bby exchanging one or more messages or data packets. Furthermore, the Visuphone104amay send a first section of a data packet including first information to the second communication device108. In an embodiment, the Visuphone104amay receive a message including acknowledgement information from the second communication device108. The communication device102areceives the acknowledgement message when the second communication device108(108b) includes an IVR application such as the Visuphone104bas shown inFIG. 1B. The acknowledgement message may be received based on the first section of the data packet. Thereafter, the Visuphone104aof the communication device102amay send a second section of the data packet including second information such as a payload. In an embodiment, the first Visuphone104may exchange one or messages with the Visuphone104bor the second communication device108ain form of Dual-Tone Multi-Frequency (DTMF) signals or tones.

FIG. 1Dillustrates yet another exemplary environment where various embodiments of the invention function. As shown, the communication device102ccan be connected to the PSTN110through the network114or through a cellular network116. Various service providers provide multiple or overlapping services to customers. For example, cable television service provider may also provide phone and network service, optical network provider may also provide phone or television services, WiMax service providers that provide phone service, and so forth. The network114may be any service provider that provides such services, for example, but not limited to, cell phone services, wireless services, network services, cable television services, or various combinations of the above or other type of services. As discussed with reference toFIGS. 1A,1B and1C, the second communication device108aor108bincludes one or more audible IVR menus. The communication device102cincludes the Visuphone104awhich displays data corresponding to the dialled phone number of the second communication device108. Further, the Visuphone104amay display a visual IVR menu corresponding to the audible IVR menu of the dialled phone number of the second communication device108aor108b. In an embodiment, the visual IVR menu may be displayed when a call is received from the second communication device108b. Thereafter, the user106may select one or more options from the displayed visual IVR menu. In an embodiment, the visual IVR menu may have an associated identity (ID) or number. The visual IVR menu will indicate the version information of the visual IVR menu. In an embodiment, the Visuphone104amay send selection information including one or more options selected by the user106to the second communication device108b. In an embodiment, the Visuphone104amay receive the audio/visual IVR menu from the second communication device108bwhen a latest version of the visual IVR menu is not available at the communication device102c. In an embodiment, the dialled second communication device108bmay request the information from the server of the communication network100when the information requested by the Visuphone104ais not available at the second communication device108b. Thereafter, the second communication device108bmay send the information received from the server to the Visuphone104a. The Visuphone104amay further request and/or receive information from the dialled second communication device108b. Further, the Visuphone104amay display the information at the communication device102b. In an embodiment, the Visuphone104amay include version information. The version information may be a combination of numbers, alphabets or an alphanumeric code indicating a version of the Visuphone104a.

FIGS. 2A and 2Billustrate exemplary components of the communication device102afor implementing the Visuphone104a, in accordance with an embodiment of the invention. The communication device102aincludes a system bus226to connect the various components. Examples of system bus226include several types of bus structures including a memory bus, a peripheral bus, or a local bus using any of a variety of bus architectures. As discussed with reference toFIG. 1A, the communication device102acan be a communication device such as computer, a smart-phone and so forth. The communication device102acan connect to PSTN110through a gateway224, which is connected to network114through a network interface212. Input/Output (IO) interface214of the communication device102amay be configured to connect external or peripheral devices such as a memory card216, a keyboard218, a Universal Serial Bus (USB) device220and a mouse222. Although not shown, various other devices can be connected through IO interface214to the communication device102a. In an embodiment of the invention, the communication device102amay be connected to a hub that provides various services such as voice communication, network access, television services and so forth. For example, the hub may be a Home Gateway device that acts as a hub between the home environment and the Broadband Network.

The communication device102aincludes a display202to output graphical information to the user106. In an embodiment of the invention, the display202may include a touch sensitive screen. Therefore, the user106can provide inputs to the communication device102aby touching display202or by point and click using the ‘mouse’. A memory206of the communication device102astores various programs, data and/or instructions that can be executed by a processor204. Examples of the memory206include, but are not limited to, a Random Access Memory (RAM), a Read Only Memory (ROM), a hard disk, and so forth. A person skilled in the art will appreciate that other types of computer-readable media which can store data that is accessible by a computer, such as magnetic cassettes, flash memory cards, digital video disks, and the like, may also be used by the communication device102a. The memory206may include Operating System (OS) (not shown) for the communication device102ato function. Further, the memory206may include other applications that enable the user106to communicate/interact with the second communication device108a(or108b). Examples of other applications include, but are not limited to, Skype, Google Talk, Magic Jack, and so forth. Other applications may be stored as software or firmware on the communication device102a.

Further, the memory206includes the Visuphone104afor providing a visual representation of the second communication device108. As discussed with reference to theFIG. 1A, the Visuphone104amay be hardware, a software or a firmware stored on the communication device102a. In an embodiment, the Visuphone104amay be implemented as plug-in to other applications. The visual IVR menus are stored in a database208in the memory206of the communication device102a. In an embodiment, the Visuphone104amay receive updates about the visual IVR menus from the server of the communication network100at predefined time. The predefined time may be for example, once a week, once a month, or any other interval predefined by the user106or the Visuphone104a. In an embodiment, the Visuphone104aof the communication device may initiate a communication session with a plurality of second communication devices108. In an embodiment, the Visuphone104amay send one or more messages for establishing a communication session to a plurality of second communication devices108.

In an embodiment, the Visuphone104amay display a visual IVR menu associated with the dialled phone number of the second communication device108before actual communication session establishment. In an embodiment, the Visuphone104amay display one or more communication options on the display202of the communication device102a. The user106may input one or more key or key combinations using the keyboard218. The keyboard218may be a physical keyboard or a virtual keyboard displayed on a touch screen display202. In an embodiment, the keyboard218is a keypad on the communication device102a. Subsequently, after some processing by the Visuphone104a, the visual IVR menu corresponding to dialled phone number is searched and displayed on the display202.

In an embodiment of the invention, the visual IVR menu may be provided in real-time to the user106. In an embodiment of the invention, the visual IVR menu is provided by a messaging service such as a Short Messaging Service (SMS). Therefore, second communication device108may provide customized visual IVR menu to the user106. The visual IVR menu may be customized based on the profile of the user106. In an embodiment of the invention, the profile may be generated based on access pattern of user106or the data capture by a hub connected to the communication device102a.

The user106can interact with the visual IVR menu by pressing a desired button from the keyboard218. For example, the user106can press a ‘3’ key from the keyboard218to select a node3in the visual IVR menu. Further, the user106can directly select the node3of the visual IVR menu from the display202, in case of a touch sensitive screen. Depending on the complexity or size of first party devices, visual IVR menu may have various nodes. Moreover, display area of the display202may be limited or small. As a result, all the nodes of the visual IVR menu may not be displayed together on the display202. In such a case, the Visuphone104ais configured to allow the user106to navigate by scrolling horizontally and/or vertically to view nodes on the visual IVR menu202. Further, the Visuphone104amay detect the capability of the communication device102abefore displaying the visual IVR menu. For example, in case the communication device102ais a basic mobile phone with limited functionality of the display screen. Therefore, the Visuphone104amay display the visual IVR menu in form of a simple list. Similarly, a list may be displayed in case of fixed line or wired telephones. Moreover, in case the communication device102aincludes a high capability screen, such as but not limited to an iPhone, then the visual IVR menu is displayed in form of graphics. In one embodiment, the Visuphone104ais configured to detect and present an application or computer program available on the communication device102a.

In an embodiment, the user106may dial a phone number from a VOIP application228on the communication device102b, as shown inFIG. 4B. The phone number may correspond to any of the plurality of second communication device108of the communication network100. In an embodiment, the user106selects a pre-stored phone number from the VOIP application228. In an embodiment, the Visuphone104amay include a VOIP plug-in that monitors the incoming/outgoing calls to/from the VOIP application. Therefore, the VOIP plug-in may search each phone number of the dialled second communication device102in the database208. In case, the calling phone number is found in the database208and is associated with an audible IVR, then the VOIP plug-in may display the visual IVR menu corresponding to the audible IVR menu of the dialled phone number of the second communication device108b. In an embodiment, when the database does not include a match for the dialled phone number of the second communication device108b, then the communication device102amay request and/or receive a visual IVR menu associated with the phone number from the second communication device102b.

FIG. 3illustrates exemplary components of communication device102bfor implementing Visuphone104a, in accordance with another embodiment of the invention. The communication device102bincludes a system bus326to connect the various components. Examples of system bus326include several types of bus structures such as, but not limited to, a memory bus or memory controller, a peripheral bus, or a local bus using any of a variety of bus architectures. As discussed with reference toFIG. 1B, the communication device102bcan be a computing device such as, but not limited to, a personal computer, a laptop, a mobile phone, a smart-phone, and so forth. The communication device102bcan connect to the network114through a network interface310. Further, the communication device102bcan connect to PSTN110through gateway324and the network112through a network interface310. An Input/Output (IO) interface312of the communication device102bmay be configured to connect external or peripheral devices such as a mouse314, a keyboard316, a speaker318, a camera320, and a microphone322. Although not shown, various other devices such as a hard disk, a Universal Serial Bus (USB) device or others can be connected through the IO interface312to the communication device102b. A person skilled the art will appreciate that although not described, various other types of devices capable of voice and/or data communication can be connected to the communication device102b.

The communication device102bincludes a display interface302to connect to a display308. The display interface302can be for example, a video adapter. The display308outputs graphical information to the user106. In an embodiment of the invention, the display308includes a touch sensitive screen. Therefore, the user106can provide inputs to the communication device102bby touching the display308or by pointing with the mouse and click. A memory306of the communication device102bstores various programs, data and/or instructions that can be executed by Central Processing Unit (CPU) or processor304. Examples of the memory306include, but are not limited to, a Random Access Memory (RAM), a Read Only Memory (ROM), a hard disk, and so forth. A person skilled in the art will appreciate that other types of computer-readable media which can store data that is accessible by a computer, such as magnetic cassettes, flash memory cards, digital video disks, and the like, may also be used by communication device102b. The memory306may include Operating System (OS) (not shown) for the communication device102bto function. Further, the memory306may include other applications that enable the user106to communication with the second communication device108a(or108b). Examples of the other applications, but are not limited to, Skype, Google Talk, Magic Jack, and so forth. Other applications may be stored as software or firmware on the communication device102b. Further, the memory306includes the Visuphone104afor searching and presenting a visual IVR menu corresponding to the audible IVR menu of a dialled phone number of the second communication device108, as discussed with reference toFIGS. 2A and 2B. The Visuphone104amay be an application stored as a software or firmware on the communication device102b. The visual IVR menus are stored in visual menu database208in the memory306of the communication device102b. The Visuphone104asearches the visual menu database208for a visual IVR menu corresponding to a phone number of the dialled phone number of the second communication device108. Subsequently, the visual IVR menu is presented on the display308for selection of options by the user106or caller. Further, the Visuphone104may be implemented as plug-in to the other applications. Therefore, when a phone number is dialled from the other applications, the Visuphone104adetects the dialling and automatically searches and displays the visual IVR menu corresponding to the dialled phone number. Thereafter, the user106can interact with the visual IVR menu, without listening to the audible IVR menu of the second communication device108b. In an embodiment, the second communication device108bmay include a Visuphone104bas shown inFIG. 1B. The Visuphone104bcan function similar to the Visuphone104aas explained above.

FIG. 4Aillustrates an exemplary packet402sent from the communication device102to the second communication device108b, in accordance with an embodiment of the present invention. In an embodiment, the Visuphone104aof the communication device102amay send the packet402to the second communication device108bfor establishing a communication session when a data network such as the Internet is available. Examples of the packet402include but are not limited to an Internet Protocol version 4 (IPv4) packet, an Internet Protocol version 6 (IPv6) packet, and so forth. In an embodiment, the packet402includes a first section402aand a second section402b. The first section402aof the packet includes first information. In an embodiment, the first section402amay include header information. Examples of the first information include, but are not limited to, Visuphone version, a visual menu identity (ID) of the visual IVR menu associated with the second communication device108, an ACK bit, and so forth. The Visuphone version indicates the version information of the Visuphone104apresent at the communication device102a. The visual menu ID indicates the identity information of the visual IVR menu associated with the dialled phone number of the second communication device108. In an embodiment, the ACK or acknowledgement bit may be used by the second communication device to send an acknowledgement message. In an embodiment, the ACK bit may have a value such as 0 or 1. For example, the second communication device108may set the ACK bit or acknowledgement bit to 1 and send it back to the communication device102aas an acknowledgement message. A value 1 in the ACK bit indicates that the message is an acknowledgement message for a previously sent message or section of the packet. In an embodiment, the second communication device108sends the acknowledgement message when the second communication device108includes the Visuphone104b. The ACK bit set as 1 indicates that the packet sent from the first section has been received at the second communication device108. In an embodiment of the invention, the first section402amay be a header section of IPv6 packet. The structure of header section or first section402ais shown inFIG. 4B.

In an embodiment, the second section402bof the packet402may include second information. Examples of the second information include, but are not limited to, a user ID, user options (selected from the visual IVR menu), user profile information (last dialled details), and so forth. In an embodiment, the second section may include a data or payload section. The user ID is the identity information of the user106dialling the phone number of the second communication device108. The user options indicate selection information including the one or more options selected from the displayed visual IVR menu. The Visuphone104adisplays the visual IVR menu associated with the second communication device108when the user dials the phone number of the second communication device108. The user profile indicates the information related to previous communication session or activities of the user106or communication device102a. The user profile indicates information such as last dialled numbers, time of last call, duration of last call to the second communication device108, access pattern of the user106, and so forth. In an embodiment, the second section402bmay be a payload or data section of IPv6 packet. In an embodiment, the information of the first section402aand the second section402bmay be sent separately as two different packets by the Visuphone104a. In an embodiment the first section402aand second section402bmay be sent in form of DTMF tones or signals. The messages are sent in form of DTMF tones when the data network is not available.

FIG. 4Billustrates an exemplary structure of the first section402aof the packet402, in accordance with an embodiment of the invention. In an embodiment, the first section402aof the packet402may be a header section of IPv6 packet. The first section402amay include a plurality of fields. Example of plurality of fields include, but are not limited to, a packet version, a traffic class, a flow label, a payload length, a next header, a hop limit, a source address, a destination address, and so forth. The packet version indicates version information associated with the packet402such as IPv4, IPv6, and so forth. The version information may include numeric characters, alphabets or a combination thereof. In an embodiment of the invention, the traffic class may indicate whether the source device i.e. communication device102aof the packet402provides congestion control management or not. The flow label may be used to provide real time applications special services. The next header field points to next element or packet in the chain of packets when multiple packets are sent. The payload length may indicate the size or length of the payload or data section (the second section402b). The hop limit may indicate the number of stops or hops the packet402may take before reaching the final destination or the second communication device108. The source address may include the address of the communication device102a. The destination address may be address of the second communication device108. In an embodiment, the destination address may be the address of next hop of the packet402.

FIGS. 5A and 5Billustrates a flowchart diagram for communicating among a plurality of communication devices, in accordance with an embodiment of the invention. As discussed with reference to theFIGS. 1A and 1B, the communication network100includes the communication device102a. Further, the communication network100includes the second communication device108. In an embodiment, the communication device102amay include the Visuphone104a. In an embodiment, the second communication device108bmay include a Visuphone104bas shown inFIG. 1B. In another embodiment, the second communication device108may not include a Visuphone as shown inFIG. 1A. The Visuphone104aof the communication device102amay send one or more messages or packets to the second communication device108. The messages may be sent as Dual-Tone Multi-Frequency signals or tones depending on the availability of the data network. Similarly, the Visuphone104bmay receive or send one or more messages/packets from/to the communication device102. Further, the Visuphone104may display the visual IVR menu associated with a phone number of the second communication device108. The communication device102aincludes one or more visual IVR menus associated with a plurality of second communication devices.

The user106may dial a phone number of the second communication device108. In an embodiment, the Visuphone104amay display a visual IVR menu associated with the dialled second communication device108. At step502, the Visuphone104aof the communication device searches for a data network such as the Internet. At step504, an availability of the data network is checked. When the data network is available the process continues to step508else the process control goes to step506. At step506, the Visuphone104asends a first section of the packet to the second communication device108such as the second communication device108bas DTMF signals or tones. The first section may include a first information or header information. Thereafter, the communication device102aand the second communication device108may further communicate through the exchange of DTMF tones or signals.

At step508, the Visuphone104asends a first section of the packet as a data packet to the second communication device108awhen the data network is available. In an embodiment, the data packet may be an IPv4 packet, an IPv6 packet, and so forth. The first section104aincludes first information. Examples of the first information include, but are not limited to, Visuphone version, a visual menu identity (ID) associated with the visual IVR menu corresponding to the second communication device108, an ACK bit, hop limit, payload length, traffic class, and so forth. The Visuphone version indicates the version information of the Visuphone104apresent at the communication device102a. In an embodiment, the visual menu ID may indicate the identity information of the visual IVR menu associated with the dialled phone number of the second communication device108. The ACK bit or acknowledgement bit may be used by the second communication device to send an acknowledgement message from which the first section is received. In an embodiment, the ACK bit may have a value such as 0 or 1. At step510, it is checked, at the second communication device108, whether a Visuphone is available at the second communication device108. If the Visuphone is not available, the communication device102and the second communication device108may communicate by exchanging messages/information as DTMF tones or signals else process control goes to step512. At step512, an acknowledgement message based on the first section is received from the second communication device108. In an embodiment, the acknowledgement message is received based on the first information of the first section. In an embodiment, the Visuphone104bof the second communication device108bsends the acknowledgement message to the communication device102a.

At step514, the Visuphone104asends a second section of the packet including second information to the second communication device108b. Examples of the second information include, but are not limited to, a user ID, user options (selected from the visual IVR menu), user profile information (last dialled details), and so forth. The user ID is the identity information of the user106who dials the phone number of the second communication device108. The user options indicate selection information including the one or more options selected from the displayed visual IVR menu. The visual IVR menu is associated with the phone number of the second communication device108dialled from the communication device102a. The Visuphone104amay display the visual IVR menu associated with the second communication device108. The user profile indicates the information related to previous communication session or activities of the user106or the communication device102a. The user profile indicates information such as last dialled numbers, time of last call, duration of last call to the second communication device108, and so forth.

In an embodiment, the Visuphone104amay send header information as a first section of the packet and data or payload as second section of the packet. In an embodiment, the communication device may send the second section of the packet after receiving an acknowledgement message from the second communication device. In an embodiment, the first section and the second section of the packet may be sent as a single packet402, as shown inFIG. 4.

Embodiments of the invention provide a method for establishing a communication session among a plurality of communication devices. A communication device may send a first section including first information or header information to a second communication device. A Visuphone at the communication device sends the first section. The communication device includes one or more visual IVR menus. The header information may include information such as Visuphone version, visual IVR menu ID, ACK bit, and so forth. In an embodiment, the communication device may receive an acknowledgement message based on the first section from the second communication device. The acknowledgement message is received when the second communication device includes a Visuphone. Thereafter, the Visuphone at the second communication device may send a second section or packet including a second information or payload to the second communication device. The payload may include information such as user ID, user profile, user selection, and so forth. Thereafter, a communication session is established between the communication device and the second communication device. In an embodiment, the second communication device may not include the Visuphone. In such a case the communication device and the second communication device communicates through DTMF signals or tones.

An advantage of the invention is that the communication device can send more information as data packets/messages to the second communication device by using a data network. The data packets may be exchanged among various communication devices. The data packet may include information required for establishing a communication session.

Another aspect of the invention is to provide a system for communicating among a plurality of IVR enabled communication devices.

Embodiments of the invention are described above with reference to block diagrams and schematic illustrations of methods and systems according to embodiments of the invention. It will be understood that each block of the diagrams and combinations of blocks in the diagrams can be implemented by computer program instructions. These computer program instructions may be loaded onto one or more general purpose computers, special purpose computers, or other programmable data processing translator to produce machines, such that the instructions which execute on the computers or other programmable data processing translator create means for implementing the functions specified in the block or blocks. Such computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable data processing apparatus to function in a particular manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including instruction means that implement the function specified in the block or blocks.

While the invention has been described in connection with what is presently considered to be the most practical and various embodiments, it is to be understood that the invention is not to be limited to the disclosed embodiments, but on the contrary, is intended to cover various modifications and equivalent arrangements included within the spirit and scope of the appended claims. The invention has been described in the general context of computing devices, phone and computer-executable instructions, such as program modules, being executed by a computer. Generally, program modules include routines, programs, characters, components, data structures, etc., that perform particular tasks or implement particular abstract data types. A person skilled in the art will appreciate that the invention may be practiced with other computer system configurations, including hand-held devices, multiprocessor systems, microprocessor-based or programmable consumer electronics, network PCs, minicomputers, mainframe computers, and the like. Further, the invention may also be practiced in distributed computing worlds where tasks are performed by remote processing devices that are linked through a communications network. In a distributed computing world, program modules may be located in both local and remote memory storage devices.