Abstract:
A system for interacting with voice extensible markup language application content includes a content source node connected to a network for rendering availability of voice extensible markup language content and code; a communication device connected to the network for acquiring at least the code rendered available; and a software interface running on the communication device for determining local existence of at least the code acquired and initializing execution of found code. Upon code execution, the content may be played on the communication device without a persistent network connection to the enterprise hosting the content.

Description:
CROSS-REFERENCE TO RELATED DOCUMENTS 
   The present application claims priority to provisional patent application Ser. No. 60/620,378 filed on Oct. 19, 2004. Provisional patent application Ser. No. 60/620,378 is hereby incorporated in its entirety by reference. 

   BACKGROUND OF THE INVENTION 
   Field of the Invention 
   The present invention is in the field of telephony communication including interactive voice and voice extensible markup language (VXML) call processing and pertains particularly to methods and apparatus for distributing VXML functionality for execution on client devices. 
   In state-of-art telephony communications computer telephony integrated (CTI) contact centers are improving call handling efficiency by implementing more voice-based self service systems that intercept incoming calls and route those calls according to voice iteration by the caller. In some cases, voice applications are provided that may entirely handle calls to termination without those calls requiring live interface with a center agent. One voice-based interactive method uses voice extensible markup language (VXML) to provide interaction, typically through a VXML gateway into the contact center. A VXML gateway is typically enhanced with automatic speech recognition (ASR) capabilities and text to speech (TTS) capabilities and functions to recognize spoken voice of a caller using the iteration as a command to provide a synthesized (TTS) or a pre-recorded digital response to the caller. 
   VXML may be integrated to work Web-based service interfaces or traditional connection oriented switched telephony (COST) interfaces or a combination of interfaces. This fact has led many enterprises to implement one or more VXML enhanced gateways as important if not primary caller interfaces into the contact center. In this way callers may be pre-routed and screened to determine what their exact needs are and how they may be best served. 
   An exemplary architecture for practicing VXML call intercept and processing is illustrated in  FIG. 1  of this specification.  FIG. 1  is an exemplary overview of a communications environment  100  enhanced for VXML caller processing according to prior-art. 
   Referring now to  FIG. 1 , communications environment  100  includes a wireless telephony network  101 , a public switched telephony network (PSTN)  102 , and a contact center  103  adapted to service callers. Wireless network  101  may be proprietary to one or more cooperating wireless service providers and may include both conventional cellular services and Internet access services. A wireless tower  105 , typically there will be many in a region, functions to intercept a wireless transmission from, in this case cellular telephone  104 , and forward the transmission on toward it&#39;s destination. In this case, a wireless call initiated from cell phone  104  is assumed destined to contact center  103 . 
   PSTN network  102  has a service control point (SCP)  106  illustrated therein, which in this case, is adapted to receive the call from  104  and to perform some processing related to the call based on information provided with the call and other connection-related information. SCP  106  may be CTI-enhanced to perform some pre-routing routines and may make limited decisions about final call destination determination. 
   In this case, SCP  106  makes a decision based on call data including destination number information indicative that the caller is trying to reach contact center  103 . The decision made in this case by SCP  106  is whether to route the call to a private branch exchange (PBX) switch illustrated within contact center  103  as PBX  109 , or to route the call to a VXML gateway illustrated within contact center  103  as VXML gateway  110 . SCP  106  has telephony connection to PBX  109  via a trunk  107  and to VXML gateway  110  via a trunk  108 . In some cases, VXML gateway  110  might be a default routing destination for SCP  106  whereby VXML gateway  110  interacts with the incoming calls to determine if any will be routed to PBX  109  for live connection to an agent. 
   Contact center  103  is CTI-enhanced with a CTI processor  111  that has access to an enterprise database  112 . CTI server  111  provides some intelligence to both PBX  109 , should it receive the call, and to VXML gateway  110 , should it receive the call. Either system PBX  109  or VXML  110  may further route the call if necessary. For purposes of description, it is noted herein that the only connection between PSTN  102  and contact center  103  is trunks  107  and  108 . Therefore call data may be routed over these trunks depending on SCP pre-routing decision, while call control data may be provided (logically) to CTI server  111  via a logical link  115  for further routing and call control functions. 
   In typical practice, if the call from cell  104  is routed to PBX  109 , it may then be further routed to any one of live agents  114   a - n  for call disposition. If the call from cell  104  is routed to VXML gateway  110 , a voice interaction occurs between the caller and executable code  117  contained within gateway  110 . The code  117  is typically in the form of a voice application that has a menu and a hierarchical tree of options for the caller to select from during the interaction. In most cases, as is the goal of the hosting enterprise, calls to VXML gateway  110  are handled without further routing using the voice application code  117 . However, further routing may be determined by gateway  110  such as transfer to PBX  109  for routing to a live agent. 
   Therefore, VXML gateway  110  functions to take call handling load off of live agents  114   a - n  when callers may be services through automated means using no live agent. In this way the agent&#39;s time is better utilized to service those callers who really require live service. 
   VXML gateway helps to share call load in this case, but there may be heavy calling periods wherein both PBX  109  and VXML gateway  110  are receiving the maximum number of calls routed from SCP over trunks  107  and  108  respectively. Therefore, the connection between SCP  106  and contact center  103  may represent a bottleneck causing many calls to be dropped at SCP  106 . 
   Therefore, what is needed in the art is a method and system for distributing some of VXML capabilities to client devices for off-site processing. 
   SUMMARY OF THE INVENTION 
   According to embodiments of the present invention, a system is provided for interacting with voice extensible markup language application content. The system includes a content source node connected to a network for rendering availability of voice extensible markup language content and code; a communication device connected to the network for acquiring at least the code rendered available; and a software interface running on the communication device for determining local existence of at least the code acquired and initializing execution of found code. 
   In a preferred embodiment, the network is a communication network including a wireless network, a telephony network, and the Internet network and the content source node is a voice extensible markup language (VXML) gateway. Also in a preferred embodiment, the communication device is a cellular telephone. In one embodiment, the communication device is an Internet protocol telephone. In one embodiment, the software instance includes a contact list directory. 
   In a preferred embodiment, the content source node is enhanced for computer telephony integration (CTI). In this embodiment, the content source node is a VXML gateway and is further connected to a telephony switch and to a CTI server for combined functionality in servicing calls incoming to a contact center. In a variation of this embodiment, a service control point in the telephony network first services the incoming calls. 
   According to another aspect of the present invention, in a system for interacting with VXML application content, the system including a content source node, a communication device, and a software interface running on the communication device, a method for acquiring and executing VXML code for offsite local interaction is provided. The method includes steps for; (a) selecting a telephone contact number from a contact list available to the communication device; (b) dialing the contact number; (c) establishing a connection between the communication device and a service point servicing the destination of the number; (d) determining at the service point the presence of voice extensible markup language capability associated with the destination number dialed; (e) forwarding a request from the service point to the content source node, the request to render the code associated with the destination number available to the caller; (f) forwarding the code to the communication device; and (g) executing the code from the communication device. 
   In a preferred aspect of the method in step (a), the communication device is one of a cellular telephone. Also in a preferred aspect, in step (c), the connection established is a wireless connection from the point of the communication device and the service point is a service control point in a PSTN network. 
   In one aspect in step (d), the presence determination points to at least one VXML executable code set stored at the content source node and associated with the destination number. In one aspect in step (e), the request is of the form of call control data formatted as a command including description of media channel to be used in rendering. 
   In one aspect in step (f), the code is sent as a message attachment to the caller over a data connection. In another aspect in step (f), the code is delivered to a specified inbox maintained by the caller. In still another aspect in step (f), a link to the code is delivered to the caller in one of an instant message, a simple messaging service message, or in an electronic mail message. In yet another aspect in step (f), the code is delivered transparently to the communication device over an Internet connection. 
   According to yet another aspect of the present invention, in a system for interacting with VXML application content, the system including a content source node, a communication device, and a software interface running on the communication device, a method for interacting with application content offsite is provided. The method includes steps for (a) selecting a telephone contact number from a contact list available to the communication device; (b) determining the presence of locally stored voice extensible markup language code associated with the selected contact number; (c) executing the code; and (d) interacting with content played by the code. 
   In a preferred aspect in step (a), the communication device is one of a cellular telephone. In this aspect in step (b), the method of association is a pointer to a database entry in a local database. In a preferred aspect the communication device executes the code automatically. 
   In one aspect of the invention, in step (a), a simultaneous step for dialing the number is initiated. In one aspect in step (d), the content is text that is rendered on the communication device as synthesized voice using text to speech technology. 
   In one aspect in step (e) the content is pre-recorded audio stored on the communication device. In another aspect, in step (d), the content is stored in a repository accessible to the communication device on a local network. In still another aspect in step (d), the content is stored in a repository accessible to the communication device on a wide area network. 

   
     BRIEF DESCRIPTION OF THE DRAWING FIGURES 
       FIG. 1  is an exemplary overview of a VXML-enhanced communication environment according to prior-art. 
       FIG. 2  is an overview of a communication environment practicing VXML distribution according to an embodiment of the present invention. 
       FIG. 3  is a process flow diagram illustrating steps for VXML client-side processing according to embodiments of the present invention. 
       FIG. 4A  is a plan view of a client-device telephone directory according to an embodiment of the present invention. 
       FIG. 4B  is a block diagram illustrating locally cached VXML applets according to an embodiment of the present invention. 
   

   DESCRIPTION OF THE PREFERRED EMBODIMENTS 
     FIG. 1  is an exemplary overview  100  of a VXML-enhanced communication environment according to prior-art. Overview  100  includes wireless network  101 , PSTN network  102 , and contact center  103  and was much described further above with respect to the background section of this specification. SCP  106  routes incoming calls over trunks  107  and  108  to PBX  109  and VXML gateway  110  respectively. Call control data is routed primarily to CTI server  111  over logical link  115 . 
   Agents  114   a - n  within center  103  are connected to a local area network (LAN)  113  for data communication and to PBX  109  via telephony wiring  119  for telephone communication. It is noted herein that logical link  115  provides call control data to CTI server  111 , which also has a LAN connection  122 . CTI server  111  has a data link  123  to enterprise database  112 , which also has a LAN connection  121 . CTI server  111  has control access to PBX  109  over CTI link  118  and control access to VXML gateway  110  over CTI link  1116 . VXML gateway  110  has a link  120  to a voice database (VDB)  114 , which is adapted to contain voice applications and, in some cases pre-recorded voice-based resources like wav files for example. 
   In practice of current art there may be other known architectures using alternate connections and host machinery. This example serves as a simple rendition of a typical architecture where VXML call handling is present. Agents  114   a - n  may use telephones to interact with PBX  109  wherein if a call must be transferred from VXML gateway  110 , it will be handled by PBX  109  and be routed to one of agents  114   a - n  over wiring  119 . Headsets next to each station represent standard telephony capabilities. In some cases known to the inventor IP-capable headsets may be provided and stations  114   a - n  may have a LAN-based connection to the well-known Internet network through a router though none is illustrated in this example. 
   The bottleneck described above with reference to telephony trunks  107  and  108 , the only path between the center and the network, may cause many calls destined for center  103  to be dropped at the level of SCP  106  or these calls may be queued for unreasonable periods causing customer exasperation while waiting for an agent or for automated help. Therefore, the inventor provides a system and method that may aid the problem illustrated in this example through distribution of VXML capabilities as will be described in enabling detail below according to embodiments of the present invention. 
     FIG. 2  is an overview  200  of a communication environment practicing VXML distribution according to an embodiment of the present invention. Environ  200 , like that of environ  100  contains many common elements. Essentially, it may be the same overall architecture presented in  FIG. 1  but where certain components thereof are enhanced for practicing the present invention. 
   A wireless network  201  is illustrated in this example and may be considered analogous to network  101  described above. A PSTN/data-packet-network (DPN) is illustrated in this example as PSTN/DPN  202  for convenience in illustration. One with skill in the art of networks will appreciate the geographic ambiguity between physical lines carrying both packet data (DPN) and switched data (COST) in respective connection oriented and packet driven networks. Therefore, it may be assumed that network  202  may exhibit COST connections, lines, and switching equipment as well as shared bandwidth connections, lines, and routing nodes typically associated with such as the Internet. In actual practice, telephony may be propagated from one network into the other including propagation from and into wireless networks without departing from the spirit and scope of the present invention. The appropriate gateways, network bridges, routers, and other network bridging nodes may be assumed present in this example. 
   A contact center  203  may be assumed analogous to contact center  103  described above, except that gateway  110  is adapted for Internet communication and to serve VXML applets to client devices for execution on those devices. VXML applets are downloadable executables that play certain sections of a voice application on the client device instead of using the resource cached at the gateway itself. 
   A cellular telephone  206 , in this embodiment has a local database (LDB)  205  associated therewith. LDB  205  may reside on telephone  206  or may be connected to telephone  206  by a data link. Telephone  206  may be any network capable telephony device that is capable of establishing a normal telephone connection and a data network connection. In this embodiment, telephone  206  operates in a wireless mode, however in some embodiments, telephone  206  may be a stationary Internet protocol (IP) telephone tethered to a wired network such as an Ethernet network for example. 
   LDB  205  is supported by sufficient memory in order to practice the present invention. One with skill in the art will recognize that state-of-art hand-held cellular telephones may have up to 1 full gigabyte of memory space reserved for multimedia applications and associated media and the like. These are termed “bleeding edge” devices in the art and will become more prevalent in the art over the near term. 
   Telephone  206  has executable code  204  downloaded thereto and adapted for local execution for the purpose of presenting one or more VXML voice menus of a voice application, which may have been previously downloaded to telephone  206  from VXML gateway  110 . In one embodiment, such code and VXML media capabilities may be stored on LDB  205  and linked to certain telephone numbers also stored on telephone  206 . In this embodiment, when a user operating telephone  206  selects a telephone number to dial, if the number is linked to executable code and media then some or all of that functionality may be played locally on device  206  instead of requiring a persistent telephony connection to VXML gateway  110  in order to interact. 
   In practice of the present invention, a goal is to offload some of the required work performed by VXML gateway  110  to the client device. When multiplied by many accessing clients, a significant amount of workload may be thus distributed saving time and bandwidth, and alleviating congestion over telephony trunks  107  and  108 . 
   In one embodiment, the user operating telephone  206  may place a normal telephone call into center  203  wherein the call is handled by SCP  106  as was described with reference to  FIG. 1  above. If for some reason there is too much wait time due to congestion and it is found that there is VXML code and media stored locally then the user may interact with the local menu while waiting in queue. The interactive results may be propagated, in one embodiment as call control data over logical link  115  without actually connecting the caller to either VXML gateway  110  or to PBX  109 . In addition, if there is an update to code  204 , or there is some other VXML code available, a callback link may be established back to device  206  from VXML gateway  110  over a network channel while the user is still connected to SCP  106 . 
   In this example, telephone  206  is connected to SCP  106  using a wireless cellular telephony channel illustrated herein as Link  1 . Telephone  206  is also connected to VXML gateway  110  through a wireless Internet service provider (ISP)  207 , which may be the same provided of the user&#39;s cellular services. This connection is a data network connection and is illustrated in the present embodiment as Link  2 . Therefore, on link  1  the user is attempting to access center  203  while on link  2  the user may be downloading VXML code to execute a menu offsite. In this way, a persistent bi-directional telephony connection is not required in order to further the user&#39;s goal related to the initial telephone call. 
   In one example, the user operating telephone  206  may be calling a frequently used airline during a period when there is a bottleneck between SCP  106  and center  203 . When the user selects the number on telephone  206  to dial, the client device finds associated VXML code  204  linked to the number. The user may begin interacting with a VXML menu immediately while dialing and while waiting in queue at SCP  106  for an open line. Resulting data from interaction may be propagated as a type of call control data using link  115  without significantly increasing call congestion. The inventor knows of hybrid CTI-XML formats available in the art that may be used, for example, (Call Control XML) or (Telera™ XML). In one embodiment, the telephone number dialed may also include a call-back preference media option like an instant message (IM), a simple message system (SMS) message, or an email for example. VXML code may be provided as XML data, wireless access protocol (WAP) data or in other well-known or newly devised network formats. 
   Call control data including result parameters and caller identification, perhaps even caller queue number may be processed in CTI server  111  and a call back may be initiated by CTI server  111  using VXML gateway  110  in order to establish a separate data connection to the user so that additional VXML code may be sent to the user over the separate link, in this case, link  2 . In some cases, the VXML code may include result data that may satisfy the reason for the initial call (Link  1 ) thus enabling the user to disconnect from SCP  106 . If many users can be serviced without actually routing their calls over trunks  107  or  108 , then the call load for the congested telephony path may be reduced. 
   In an embodiment wherein VXML gateway  110  is the primary or default service point after SCP  106 , then transfer to PBX  109  can be immediate by default if no VXML enhancement is associated locally or at the service. More detail about possible interaction methods is provided below. 
     FIG. 3  is a process flow diagram  300  illustrating steps for VXML client-side processing and interaction according to embodiments of the present invention. At step  301 , a user operating a telephony device analogous to device  206  of  FIG. 2  initiates contact. In this step, the user navigates to and selects a telephone number to dial as is typically practiced using such telephones. At step  302 , the users&#39; device determines whether the selection made is just a telephone voice number or whether there is any VXML enhancement associated with the telephone number. 
   Assuming that the number is not associated with any enhanced VXML code at step  302 , the device dials the number at step  303  as is normally accomplished. At step  304 , a connection is established with a destination service point or with an automated queue associated with the destination analogous to SCP  106 . At step  305 , it is determined by the service whether the number is in fact VXML enhanced at the service end or not. In this case, the device of step  302  does not know of any enhancement, but the queue system, analogous to a queuing system in SCP  106  of  FIG. 2 , for example, may have knowledge of a VXML enhancement associated with the particular destination number. It may be that such enhancement was implemented some time after the last call made to the service by the caller. 
   In step  305 , if the service does not detect any VXML enhancement, then at step  306  the voice call is connected, most probably, to a live agent through a PBX when one becomes available. In the just described scenario, the particular number called is not associated with any VXML functionality at the user&#39;s device and further, may not be serviced by a VXML gateway at the destination called. Therefore, a voice call may be connected as in normally practiced and that call may then be terminated when the caller goal is satisfied at step  307 . 
   If at step  305 , the service determines that indeed there is available VXML enhancement associated with the destination number called, then at step  314  an automated request (call control data) may be forwarded, perhaps from the queuing system (SCP  106 ), to a CTI implement analogous to CTI server  111  of  FIG. 2 . The request may be control data that identifies the particular VXML code associated with the destination number and that also contains the caller&#39;s device parameters including caller identification, caller number, and any caller contact information that may be used to contact the caller over a separate data or media channel such as an Internet link. The request may be forwarded to VXML gateway/Server from the CTI system and the VXML gateway may then generate an automated message containing the VXML code, including updated content identified as an attachment. Such content may be XML description that is converted to a synthesized voice interaction menu at the caller&#39;s device after download. 
   During step  314 , the caller is not connected to a live agent via a PBX, nor is the caller physically connected to a VXML gateway. Rather, the caller is still waiting in queue on the normal voice channel. At step  315 , the VXML gateway uses a messaging program or some other vehicle capable of propagating code or making code available as an attachment to make the code available to the caller over the Internet for example. The VXML gateway analogous to gateway  110  of  FIG. 2  may have a persistent network connection to the Internet wherein the connection is entirely hosted by or, in some cases, co-sponsored by the caller&#39;s wireless service. 
   It is important to note herein that the exact vehicle used to get the code to the caller&#39;s device may vary widely. For example, in one embodiment, the caller simply receives an IM, simple messaging service (SMS) message, or an email message containing the code as an attachment, or perhaps a hyperlink to a server where the code is available for download. In another embodiment, the caller may browse to a predetermined Web site where the caller has an inbox that may contain the code. In still another embodiment, the caller may navigate to an FTP site in order to download the code. In still a further embodiment, the caller&#39;s wireless service provider may handle the code in a seamless manner wherein the provider downloads the code for the caller in the background, over the wireless voice channel and installs it on the caller&#39;s device without requiring any action from the caller. In this embodiment, the caller may have appropriate client software installed and may subscribe to the capability from his or her wireless provider. 
   At step  315  then, the code is downloaded to the caller device, analogous to device  206  over a link analogous to Link  2  of  FIG. 2  above. At step  309 , the code may be automatically executed and may assume a state of run at step  310 . Optionally, a step  311  may be included that enables the caller to select from a variety of media options for further interaction if necessary. For example, an audio VXML menu may be played on a media application, or an interactive text menu may be displayed on the user interface of the device. In any case, at step  311 , the interaction ensues whether it is of the form of audio or visual text. For audio interaction on the local device, the device may be assumed to support content presentation using TTS and ASR. However, for some devices in other embodiments a text interactive applet may be provided instead of one that uses synthesized voice and speech recognition. 
   At step  312  the caller may decide, at some point during offsite interaction, whether there is still a requirement to remain connected over the voice channel to the service. This option may be provided as part of the interactive menu. For example, the code may contain the information that the caller sought to gain from initiating the call. If so, the caller may elect no to a voice connection option presented during interaction (step  312 ). If so the caller may end all connections at step  313 . 
   If at step  308  the caller&#39;s device finds the required VXML code for offsite interaction, then at step  309  it is automatically executed and steps  310 ,  311 , and  312  may occur as previously described. At step  312 , if a voice connection is required then the caller&#39;s device, if not already connected to a queue, may dial the telephone number to initiate a voice connection. In this case, the caller may have interacted with the VXML applet of step  308  before his or her device even dials the associated telephone number. If through such interaction and interpretation of the results of the interaction, a voice connection is required, then step  312  may include initiating the call. At step  306  the voice connection may be established as previously described and wherein at step  307  after the caller&#39;s goal is satisfied, the voice call may be terminated. 
   In another embodiment, the telephone number is dialed regardless of whether a VXML code is found or not at step  302 . At step  308 , it is assumed that the telephone number selected is VXML enhanced and not just a telephone number. However, under this assumption, it is still possible that the required VXML code is not present on the user&#39;s device for any number of reasons. Perhaps the user has mistakenly deleted previously downloaded code. Perhaps, the previously downloaded code is not up to date, wherein the state of relevancy is determinable by the user&#39;s device against a pre-configured timetable. For example, a VXML code may be, in some cases, periodically updated to provide new function and data, for example, a voice interactive tidal chart or movie listing, or some other time-based information. If this period is fairly predictable, the user&#39;s device may, upon determining non-relevancy of the existing code, initiate an automatic connection to the code source, or gateway  110  ( FIG. 2 ) at step  314  and may then download the updated VXML code at step  315 . Automatic dialing may be performed by default for all of the above-described scenarios. 
   One with skill in the art will recognize that steps  314  and  315  may also occur, in some cases, as part of a code updating service and may execute and run in the background while a user operates device  206 . Likewise code may be located and downloaded after a call connection is established or before an actual telephone number is dialed if there is a persistent online capability. There are many possible sequences. 
   In one embodiment, if VXML code or an update to existing local code is required, then the VXML server may receive a request at step  314 , but may simply provide a universal resource locator (URL) in an email, or instant message describing where the code may be obtained using a browser application. That is to say that the actual code may be delivered via a push model or a pull model depending on configuration. Moreover, the messaging may take place over a same or separate connection between the device and the network. There are many possibilities depending on configuration and device type scenario. 
     FIG. 4A  is a plan view  400  of a client-device telephone directory according to an embodiment of the present invention. View  400  represents a simple exemplary contact list or telephone book that might be installed on a user&#39;s device analogous to device  206  of  FIG. 2  above. Telephone book  400  is illustrated as a presentation of columns and rows, which may be viewed on a user display screen of the host device. Book  400  has a column  401  labeled NAME that lists contact names. Book  400  has a column  402  labeled NUMBER that lists contact numbers, in this case a telephone number. In a preferred embodiment, book  400  has a column  403  labeled VXML that lists any VXML applets that may be stored on the host device or in a connected storage. Also in a preferred embodiment, a column  404  labeled MEDIA is provided within book  400  and lists any media options available for communication or for receiving any additional VXML code. It is noted that there may also be additional columns for presenting other contact information such as Website, email address, physical address, and so on. 
   A telephone book contact record  405  is illustrated in the first row of book  400  and contains entries under all of the mentioned columns. For example, the contact name for record  405  is American Air. The telephone number for American Air is 123.4567. Record  405  is, in this case, associated with VXML enhancement and lists a VXML applet (applet21.exe) that is presumably stored locally on the host device or in an accessible local storage as described above. Applet21.exe may be manually or automatically executed when a user selects record  405  in order to initiate contact. In this case, voice application functionality may be executed and run on the users&#39; local device without requiring a physical connection to a VXML gateway. The user may verbally or textually interact with the played offering and the interaction results may be saved. Such offsite interaction may occur at any time before, during, or post establishment of a connection to the contact telephone number. 
   The media choices illustrated in column  404  are IM and BRSW (browser software). These media or channel options enable a caller interacting with VXML to order a method of communication with the contact center. In one embodiment, media channels may be selected for specifying how a VXML server or gateway will deliver updates to existing VXML code or new VXML code that replaces the older existing code. For example, while dialing the contact American Air, which may be an airline service, for example, the caller may interact with VXML content executed by applet21, which was originally provided by the enterprise hosting the contact. The interaction includes code for synthesizing audio content, which may be an interactive audio menu containing options for the caller to select. Those options are saved when selected and may be uploaded to the service over the impending telephone connection or over a selected media channel supported. 
   In one embodiment of the present invention, an additional user interface UI may be provided to run on the caller&#39;s device for a caller to select media and or channel preferences for alternate contact callback requests in an event that a voice connection is not, at the time, feasible because of agent status including long waits in queues. 
     FIG. 4B  is a block diagram  406  illustrating locally cached VXML applets according to an embodiment of the present invention. Diagram  406  is representative of a database or storage facility available to a host device analogous to device  206  of  FIG. 2 . Storage facility  406  may be provided internally to the device or may be accessible to the device via data link or local network link. Storage facility  406  is adapted to contain VXML applets  407   l - n , which are associated by reference or pointer to the appropriate contacts in telephone book  400  described above. 
   Each VXML applet contains coding for executing and running associated VXML content, which may include audio content, video content, and or textual content. In one embodiment, pre-recorded and compressed media files may be included as part of a VXML applet wherein the applet code executes the pre-recorded content locally on the user&#39;s device. In another embodiment, the code contains description of the content wherein TTS technology is used to recreate the voice portion of the content. ARS technology may be used to record and save a caller&#39;s responses as VXML result data when the caller executes and interacts with the local content. In one embodiment, VXML content may be downloaded separately from executable code or the code may be used to play content stored at a third-party location (server) that is still considered an offsite location. 
   One with skill in the art will appreciate that distributed VXML functionality spread over a large number of callers may result in a much reduced call load for a VXML gateway for any given period of time. The reduction of workload for the VXML gateway may also result in less pressure for live agents handling calls through a PBX system as VXML resources become more available. Offsite call screening using VXML distributed content may also result in an increase of the number of calls waiting in queue that may be satisfied without requiring a PBX or VXML gateway connection. 
   The methods and apparatus of the invention may be practiced in conjunction with wireless and/or wired networks including the Internet and other available data networks such as Ethernet networks without departing from the spirit and scope of the present invention. The method and apparatus of the present invention may be practiced using some of or all of the described components without departing from the spirit and scope of the present invention. For example, a caller may use a stationary IP telephone connected to an Ethernet network with a persistent IP connection. Likewise, a caller may initiate a call on one device wherein code is accessed and played on a peripheral device connected to the caller&#39;s device. There are a variety of possible architectures both at the client&#39;s end and at the service end. 
   Due to the many possible embodiments of the present invention many of which have been described herein, the present invention should be afforded the broadest possible scope. The spirit and scope of the present invention should be limited only by the following claims.