Patent Description:
The present disclosure relates to systems and methods for managing communications with a calling device. In particular, the disclosure relates to systems and methods for managing communications with acalling device based on identity information associated with the calling device or auser of the calling device.

Caller ID is a telephone service, available in analog and digital telephone systems, including VoIP, that transmits a caller's telephone number to the called party's telephone equipment when the call is being set up. The caller ID service may further include the transmission of a name associated with the calling telephone number, in a service known as Caller ID Name (CNAM).

However, the information provided to the called party with such a conventional technology is limited. In particular, the caller ID is typically limited to fifteen-character name that is associated with the calling party's phone number. <CIT> relates to a method and system of providing context aware announcements. Context call handling rules can be applied to determine a current context of an incoming call. At least one context aware announcement is provided for providing information associated the current context and call information. The context information is provided as caller ID information to enable the called party to screen the incoming call. <CIT> discloses a method for context profile sharing where a server device may receive, from a user device, application activity data associated with the user device; determine, based on the application activity data, a location associated with the user device; store information associating the application activity data with a provided call identifier and the location; receive an indication that an incoming call has been received, the incoming call being placed using the provided call identifier; determine, based on receiving the indication, a location of a caller that placed the call; identify the application activity data based on the call identifier and the location of the caller; and output the application activity data to a callee associated with the call.

The invention is defined by the independent claims <NUM>, <NUM> and <NUM>.

Embodiments are described more fully below with reference to the accompanying drawings, which form a part hereof, and which show specific exemplary embodiments. However, embodiments may be implemented in many different forms and should not be construed as limited to the embodiments set forth herein; rather, these embodiments are provided so that this disclosure will be thorough and complete, and will fully convey the scope. Embodiments may be practiced as methods, systems or devices. Accordingly, embodiments may take the form of an entirely hardware implementation, an entirely software implementation or an implementation combining software and hardware aspects. The following detailed description is, therefore, not to be taken in a limiting sense.

The logical operations of the various embodiments are implemented (<NUM>) as interconnected machine modules within the computing system and/or (<NUM>) as a sequence of computer implemented steps running on a computing system. The implementation is a matter of choice dependent on the performance requirements of the computing system implementing the invention. Accordingly, the logical operations making up the embodiments described herein are referred to alternatively as operations, steps or modules.

Aspects of the disclosure relate to systems and methods for providing context data associated with a communications session. In particular, the disclosure relates to systems and methods for providing a called device with context data that is associated with a communications session and generated based on data indicative of device activities of a calling device.

The disclosed systems and methods may be capable of providing a user of a called device with context for an incoming call. For example, the disclosed systems and methods may be capable of providing identification of one or more products that a caller (i.e., a user of the calling device) may be interested in discussing during the call. In this example, the disclosed systems and methods may identify such products based on, for example, a web page the caller was viewing and/or data that was being displayed by an application executing on the calling device before the call was placed. In another example, the disclosed systems and methods may be capable of providing identification of one or more reasons, or likely reasons, why the caller placed the call based on, for example, web browsing histories on the calling device and/or a list of keywords used by the caller for web searches before the call was placed. In these examples, the identified products and/or reasons for placing the call may be displayed on the called device, and based on the displayed information, the user of the called device may provide efficient and personalized call experience for the caller. Alternatively, or additionally, the identified products and/or reasons for placing the call may be used to transfer the call to an appropriate person or system (e.g., manually by a user of the called device, or automatically based on analysis of the identified products/reasons). In some instances, the identified products and/or reasons for placing the call may be used by the called device to automatically decline the incoming call.

In one implementation, a called device receives a request to establish a communications session (e.g., an incoming telephone call) from a calling device. The request to establish a communications session ("the request) is received at a first subsystem of the called device and include a first identifier associated with the calling device. For example, a system operated by a customer support representative may receive, at a telephone subsystem, an incoming telephone call from a cellular phone of a customer. In this example, the first identifier may include a telephone number of the cellular phone and/or a Caller ID Name (CNAM) associated with the telephone number.

Before and/or after receiving the request, the called device receives activities data from the calling device. The activities data is indicative of device activities of the caning device. The activities include data indicative of internet activities of the calling device (e.g., internet browsing history), data indicative of activities within one or more software programs executing on the calling device (e.g., state data for an app executing on the calling device), data generated based on user inputs received at the calling device and data generated based on visual content that was being displayed when an input command to transmit the request to establish a communications session was received.

The activities data is received at a second subsystem of the called device. In some embodiments, the second subsystem is different from the first subsystem, for example, because the first subsystem (e.g., a telephone subsystem) may not be capable of receiving non-voice data, such as the activities data. The activities data includes a second identifier associated with the calling device, which is different from the first identifier. The second identifier may include, for example, an IP address or a domain name associated with the calling device.

After receiving both the request and the activities data, the called device may determine that the received activities data is associated with the calling device that transmitted the request, for example, using the first and second identifiers associated with the calling device. Such a determination may be performed by the calling device for many reasons. For example, such a determination may be performed because the request and the activities data are among a plurality of requests and sets of activities data received by the called device from a plurality of calling devices. Such a determination is performed because the request and the activities data are received at different subsystems at different times. In yet another example, such a determination may be performed because the first identifier included in the request (e.g., a phone number) and the second identifier included in the activities data (e.g., an IP address) do not match.

In some embodiments, the called device may access an identity database to determine that the received activities data is associated with the calling device that transmitted the request. In these embodiments, the identity database may accept a query containing an identifier (e.g., a phone number) and return a set of related identifiers (e.g., network addresses of devices associated with the phone number, and social media usernames associated with the phone number). Thus, the called device may determine that the received activities data is indeed associated with the calling device that transmitted the request if the identity database, in response to receiving the first identifier included in the request, returns the second identifier included in the activities data.

Subsequently, the called device generates context based on the received activities data and/or the request. The context data is generated based on analysis of the activities data and/or the request. Additionally, the context data may include at least a portion of data included in the activities data and/or the request. The context data may include, for example, identification of products, or types of products, that the user of the calling device is likely to be interested in discussing during the communications session, identification of reasons for requesting a communications session, identities associated with the user of the calling device, purchase history of the user of the calling device, personal information of the user of the calling device, and shopping preferences of the user of the calling device. After generating the context data, the called device generates visual content based on the context data. Further, the generated visual content is displayed on the called device and/or a display unit associated with the called device.

<FIG> illustrates an example of a communications system <NUM> in which concepts consistent with the principles of the invention may be implemented. As shown in <FIG>, system <NUM> includes a calling device <NUM> and a called device <NUM>. Further as shown in <FIG>. called device <NUM> may include a first subsystem <NUM>, a second subsystem <NUM>, and a display device <NUM>.

In system <NUM>, calling device <NUM> may be any device capable of transmitting a request <NUM> to establish a communications session (e.g., placing of a call) and activities data <NUM>. Correspondingly, called device <NUM> may be any device capable of receiving request <NUM> and activities data <NUM> originating from calling device <NUM>.

In some embodiments, a device (e.g., calling device <NUM> or called device <NUM>) may include a portable communications device. For example, a device may include a cellular phone, a tablet, a laptop, a smart home device (e.g., Amazon Alexa, Google Home, Apple Sin) and/or a smart watch. In some embodiments, a device may include an internet-of-things (loT) device and/or a home appliance. For example, a device may include a home-assistance program integrated with a home appliance. In some embodiments, a device may include a plurality of devices. For example, a device may include a phone and a computer connected to the phone. In another example, a device may include a plurality of workstations, each workstation inducing a phone and a computer (e.g., customer support representatives, <NUM> call center).

As shown in <FIG>, request <NUM> in system <NUM> may be received at first subsystem <NUM> (e.g., a telephone system) of called device <NUM>, and activities data <NUM> may be received at second subsystem <NUM> (e.g., a computer) of called device <NUM>. In some embodiments, first subsystem <NUM> may be different from second subsystem <NUM>. In these embodiments, first subsystem <NUM> may be different from second subsystem <NUM>, for example, because first subsystem <NUM> (e.g., a telephone) may not be capable of receiving non-voice data, such as activities data <NUM>.

As used herein, a subsystem may be a software program, a network socket/port, a physical network interface, and a virtual network interface of a device, to provide some examples. Thus, in some embodiments, request <NUM> may be received at a first network socket/port (e.g., a port associated with Voice-over-LTE, a port associated with a VoIP protocol) while activities data <NUM> may be received at a second network socket/port (e.g., a port assigned to a third-party app executing on called device <NUM>). In some embodiments, request <NUM> may be received by a software program executing on called device <NUM> (e.g., a VoIP application, a Smartphone Operating System, a telephone application) while activities data <NUM> may be received by another software program executing on called device <NUM> (e.g., a third-party app executing on called device <NUM>). In some embodiments, request <NUM> may be received at a first network interface (e.g., LTE 3GPP network interface) while activities data <NUM> may be received at a second network interface (e.g., a Wi-Fi network interface).

As used herein, a communications session is considered to have been established when calling device <NUM> is able to transmit data to called device <NUM> and/or when called device <NUM> is able to transmit data to calling device <NUM>. Alternatively, a communications session is considered to have been established when calling device <NUM> is able to receive data from called device <NUM> or when called device <NUM> is able to receive data from calling device <NUM>.

In system <NUM>, a communications session may be established between calling device <NUM> and called device <NUM> after calling device <NUM> transmits request <NUM> to establish a communications session. In some embodiments, request <NUM> may be transmitted in response to receiving an input command from a user of calling device <NUM>. For example, request <NUM> may be transmitted in response to a user entering a phone number and/or pressing a "dial" button on calling device <NUM>. In another example, request <NUM> may be transmitted in response to a user clicking on a link/button on a website configured to contact a customer support call center associated with the website. In yet another example, request <NUM> may be transmitted in response to a user pressing a button on an application executing on calling device <NUM>. In some embodiments, request <NUM> may be transmitted after one or more preconfigured conditions are met. For example, request <NUM> may be transmitted after an application executing on calling device <NUM> is in a predefined state (e.g., the application has been idle on a product page for more than one minute). In some embodiments, request <NUM> may be transmitted in response to a voice command from a user of calling device <NUM>. In some embodiments, request <NUM> may be transmitted in response to a sensor reading from a user of calling device <NUM>. For example, after a heart rate sensor detects a dangerously low-level of heart rate, request <NUM> may be transmitted to a nearest health care facility.

In some embodiments, the communications session may be established after called device <NUM> accepts request <NUM> to establish a communications session. For example, a communications session may be established after called device <NUM> answers the incoming call. In some embodiments, called device <NUM> may automatically accept request <NUM> upon receiving request <NUM>. Alternatively, called device <NUM> may accept request <NUM> after receiving an input command from a user of called device <NUM> to accept request <NUM>. In some embodiments, the communications session may be established after a successful handshake process between calling device <NUM> and called device <NUM>.

In some embodiments, request <NUM> may include a first identifier associate with calling device <NUM>. The first identifier may be an identifier compatible with first subsystem <NUM> of called device <NUM> receiving request <NUM>. For example, request <NUM> may include a phone number associated with calling device <NUM>. which is compatible with a telephone subsystem of called device <NUM>. In another example, request <NUM> may include a Caller Name ID (CNAM) entry associated with called device <NUM>. which is also compatible with the telephone subsystem of called device <NUM>. In another example, request <NUM> may include a network address of calling device <NUM> (e.g., MAC, IP address, device name for a network), which is compatible with a network subsystem (e.g., ethernet network interface) of called device <NUM>. In yet another example, request <NUM> may include a user identifier associated with a user of calling device <NUM> for a VolP service and compatible with a VoIP subsystem of called device <NUM>. In some embodiments, an identifier may be included in request <NUM> by calling device <NUM>. In some embodiments, an identifier may be included in request <NUM> en route to called device <NUM>. For example, a Caller ID Name (CNAM) may be added to request <NUM> by a communications service provider (CSP) of called device <NUM> (i.e., by the terminating CSP). In some embodiments, the first identifier may be included in request <NUM> as a part of meta data. For example, an IP address of calling device <NUM> may be included in request <NUM> as a part of a packet header used to transport request <NUM>. in some embodiments, request <NUM> may include a device identifier associated with calling device <NUM> such as Device ID, IMSI, and/or IMEI. In some embodiments, request <NUM> may include biometric data captured by calling device <NUM> or an authentication token generated by calling device <NUM>. Activities data <NUM> may further indude, for example, identifier of an application(s) that is current executing on calling device <NUM>. In some embodiments, activities data <NUM> may include Picture (or a URL to a picture) or vCard/JCard (JSON-based contact info) associated with calling device <NUM> and/or its user.

In system <NUM>, a communications session may be established over one or more communication networks. For example, a communications session may be established over public-switched telephone network (PSTN), the Internet, and/or one or more private communications networks (e.g., a core network of a CSP). Moreover, a communications session may be established using one or more communications technologies, including one or more media, protocols, receivers, and/or transmitters. For example, a communications session may be established using one or more of the following communication technologies: Voice-over IP (Vol P), Ethernet, Wi-Fi, Bluetooth, <NUM>, <NUM>, 4GPP/LTE, <NUM>, near-field communication (NFC), and Bluetooth. In some embodiments, a communications session may be established using one or more software programs available to execute on calling device <NUM> and/or called device <NUM>. For example, a communications session may be established using an app (e.g., WhatsApp, Skype, Viber) available to execute on a cellular phone.

In some embodiments, a communications session may include a voice (e.g., a phone call), video, and/or a text communications session (e.g., SMS, MMS, IM). In embodiments where the communications session includes a voice communications session, calling device <NUM> and/or called device <NUM> may include, or have access to, a microphone for capturing audio. In embodiments where the communications session includes a video communications session, calling device <NUM> and/or called device <NUM> may include, or have access to, a camera and/or a screen. In embodiments where the communications session includes a text communications session, calling device <NUM> and/or called device <NUM> may include, or have access to, a keyboard, a speaker (e.g., for reading the received and/or sent text communication), and/or a screen.

In embodiments where calling device <NUM> and/or called device <NUM> includes, or have access to, a screen. the screen may be capable of displaying visual content, which may include a static visual content (e.g., a photograph) and/or a dynamic visual content (e.g., a video or an animation). In some embodiments, calling device <NUM> and/or called device <NUM> may further include, or have an access to, an interface for interacting with the displayed visual content. For example, the screen may be a touchscreen and the displayed visual content may respond to the touch (e.g.. by changing the displayed visual content based on the location of the touch). In another example, calling device <NUM> and/or called device <NUM> may include, or have an access to, an input device such as a mouse or a microphone that can be used to interact with the displayed visual content. In some embodiments, the interactive visual content may be used to communicate with called device <NUM> and/or another device associated with the called party. For example, the input from the input device may be transmitted to called device <NUM> and/or another device associated with the called party.

In system <NUM>, activities data <NUM> may be generated by calling device <NUM> and include data indicative of device activities of calling device <NUM>. As used herein, device activities may include operations performed by calling device <NUM>.

In some embodiments, device activities may include data collection operations performed by calling device <NUM>. Thus, in some embodiments, activities data <NUM> may include at least a portion of the collected data and/or meta data (e.g., data source, collection time/date, etc.) associated with the collected data. Alternatively, or additionally, activities data <NUM> may include data generated based on at least a portion of the collected data (e.g., results of analyzing the collected data) and/or the meta data associated with the collected data. The collected data may include, for example, data from sensors (e.g., motion sensor, GPS, heart rate sensor), data retrieved from another device on a network, and captured user inputs.

In some embodiments, device activities may include data output operations performed by calling device <NUM>. Thus, in some embodiments, activities data <NUM> may include data that was displayed, or is being displayed, on calling device <NUM> (e.g., displayed data from a visited webpage). Alternatively, or additionally, activities data <NUM> may include at least a portion of data that was used to generate a visual output on calling device <NUM> (e.g., HTML source code of a visited webpage). In some embodiments, activities data <NUM> may include one or more links (e.g., URL) pointing to data that was used to generate a visual output on calling device <NUM>. For example, device activities may include addresses of webpages that was displayed, or is being displayed, on calling device <NUM>. In some embodiments, device activities may include output data generated by one or more software programs executing, or was executed, on calling device <NUM>.

In some embodiments, device activities may include activities of one or more users on calling device <NUM>. Thus, in some embodiments, activities data <NUM> may include, for example, data indicative of one or more users' login history, internet browsing history, application usage history, call history, and/or SMS/IM history on calling device <NUM>. Additionally, or alternatively, activities data <NUM> may include identification of one or more software programs currently being used by the user and/or data indicative of the user's current activity within the identified applications (e.g., whether the user is idle, whether the user is browsing, and/or whether the user is typing). In some embodiments, activities data <NUM> may include internet cookies stored on calling device <NUM> and/or data generated based on the internet cookies stored on calling device <NUM>.

In embodiments where the device activities include activities of a plurality of users on calling device (e.g., family of three using a single smart home device), activities data <NUM> may include meta data for pieces of activities to identify the specific user that the activities are associated with.

In some embodiments, device activities may include state data. For example, activities data <NUM> may include state data for one or more software program executing, or available to execute, on calling device <NUM>. The state data for a software program may include, for example, authentication status (e.g., whether a user is logged in or not), and/or identity data (e.g., a username). In some embodiments, the device activities data may include data captured from various sensors (e.g., heart rate) on calling device <NUM>.

In system <NUM>, activities data <NUM> received at called device <NUM> may include a second identifier associate with calling device <NUM>. In some embodiments, the second identifier included in activities data <NUM> may be the same (or the same type) as the first identifier included in request <NUM>. Alternatively, the second identifier included in activities data <NUM> may be different (or different type) from the first identifier included in request <NUM>.

In one example, activities data <NUM> may include a phone number associated calling device <NUM>, which is compatible with a telephone subsystem of called device <NUM>. In another example, activities data <NUM> may include a network address of calling device <NUM> (e.g., MAC, IP address, device name for a network), which is compatible with a network subsystem of called device <NUM>. In yet another example, activities data <NUM> may include a user identifier associated with a user of calling device <NUM> for a third-party software program and compatible with a corresponding subsystem (e.g.. a server associated with the third-party software program executing on called device <NUM>). In some embodiments, an identifier may be included in activities data <NUM> by calling device <NUM>. In some embodiments, an identifier may be included in activities data <NUM> en route to called device <NUM>. For example, an identifier may be added to activities data <NUM> by an intermediary device (e.g., a router, a gateway, and/or a proprietary server) located on a communications path between calling device <NUM> and called device <NUM>. In some embodiments, the second identifier may be included in activities data <NUM> as a part of meta data. For example, an IP address of calling device <NUM> may be included in activities data <NUM> as a part of a packet header used to transport activities data <NUM>. In some embodiments, activities data <NUM> may include device identifiers of calling device <NUM>, such as Device ID, IMSI, IMEI. In some embodiments, activities data <NUM> may include biometric data captured by calling device <NUM> or an authentication token generated by calling device <NUM>. Activities data <NUM> may further include, for example, identifier of an application(s) that is current executing on calling device <NUM> and/or module(s) that are with in the application(s) (e.g., "help" module of an application).

In some embodiments, activities data <NUM> may be transmitted by calling device <NUM> in response to an input command from a user of calling device <NUM> to request a communications session. For example, activities data <NUM> may be transmitted in response to a user entering a phone number and/or pressing a "dial" button. In another example, activities data <NUM> may be transmitted in response to a user clicking on a link/button on a website configured to contact a customer support representative associated with the website. In yet another example, activities data <NUM> may be transmitted in response to a user pressing a button on an application executing on calling device <NUM>. In some embodiments, activities data <NUM> may be transmitted in response to calling device <NUM> transmitting request <NUM> or preparing to transmit request <NUM>.

In some embodiments, activities data <NUM> may be transmitted after determining that an authorized user of calling device <NUM> has approve transmission of activities data <NUM>. Such an approval process may be implemented to protect privacy of users of calling device <NUM>. in these embodiments, activities data <NUM> may be transmitted periodically, after one or more predetermined events, and/or based on a predetermined schedule. For example, after an authorized user of calling device <NUM> approves transmission of activities data <NUM>, calling device <NUM> may begin transmitting activities data <NUM> based on a schedule configured by the authorized user.

In some embodiments, activities data <NUM> may be transmitted after the communications session is established between calling device <NUM> and called device <NUM>. In some embodiments, a plurality of sets of activities data <NUM> may be transmitted at different times. For example, a set of activities data <NUM> may be transmitted before the communications session is established, and another set of activities data <NUM> may be transmitted after the communications session is established. In this example, each set of activities data <NUM> may include data indicative of device activities since the last activities data <NUM> was transmitted. Alternatively, each set of activities data <NUM> may include at least some of the data that was included in the previously transmitted sets of activities data <NUM>. In some embodiments, activities data <NUM> may be transmitted continuously, or periodically, before and/or after the communications session is established.

In some embodiments, activities data <NUM> may include device activities of calling device <NUM> during a predetermined time period. For example, activities data <NUM> may include device activities of calling device <NUM> during a predetermined number of minutes/hours prior to the transmission of request <NUM> and/or activities data <NUM>. In some embodiments, activities data <NUM> may include device activities of calling device <NUM> after the communications session is established. In some embodiments, activities data <NUM> may include device activities of calling device <NUM> after the communications session is established and before the communications session is terminated. In some embodiments, activities data <NUM> may include device activities of calling device <NUM> at the time the communications session is established, request <NUM> is transmitted, activities data <NUM> is generated, and/or activities data <NUM> is transmitted.

As shown in <FIG>, request <NUM> and activities data <NUM> in system <NUM> may be destined for called device <NUM>. After receiving request <NUM> and activities data <NUM>, in system <NUM>, called device <NUM> may determine that activities data <NUM> is associated with the same device that transmitted request <NUM> (i.e., calling device <NUM>), for example, by determining that the first identifier included in request <NUM> is related to the second identifier included activities data <NUM>. As discussed above, such a determination may be performed by calling device <NUM> for many reasons. For example, such a determination may be performed because request <NUM> and activities data <NUM> are among a plurality of requests <NUM> and sets of activities data <NUM> received by called device <NUM> from a plurality of calling devices. In another example, such a determination may be performed because request <NUM> and activities data <NUM> are received at different subsystems of called device <NUM> and/or at different times. In yet another example, such a determination may be performed because an identifier included in request <NUM> (e.g., a phone number) and an identifier included in activities data <NUM> (e.g., an IP address) do not match and/or are of different type.

In embodiments where request <NUM> and activities data <NUM> both include the same or the same type of identifiers that are associated with calling device <NUM>. called device <NUM> may compare the identifier(s) included in request <NUM> and the identifier(s) included in activities data <NUM> to determine that activities data <NUM> and request <NUM> indeed originate from, or are associated with, the same device. In some embodiments, as will be described in detail with respect to <FIG>. one or more identity databases that provide identifiers that are related to a queried identifier may be used to determine that activities data <NUM> originate from the same device that transmitted request <NUM>. In some embodiments, machine learning techniques may be used (e.g., by called device <NUM> or another device) to determine that activities data <NUM> is likely to have originated from the same device as request <NUM>. In some embodiments, one or more data sources (e.g., data extracted/queried from a social media platform) may be used to determine that activities data <NUM> originate, or likely originate, from the same device that transmitted request <NUM>. In some embodiments, certificate-based authentication techniques may be used to determine that activities data <NUM> is associated with the same device that transmitted request <NUM> (i.e., calling device <NUM>).

In some embodiments, request <NUM> and/or activities data <NUM> may be encrypted before being transmitted by calling device <NUM>.

After called device <NUM> receives request <NUM> and activities data <NUM>, as discussed above, context data may be generated. In some embodiments, the context data may be generated by called device <NUM>. Alternatively, the context data may be generated by another device connected to called device <NUM>. For example, called device <NUM> may forward at least a portion of request <NUM> and/or activities data <NUM>, and/or data generated based on at least a portion of request <NUM> and/or activities data <NUM>, to a context data generator. In this example, the context data generator may generate context data based on the receive data. The context data may subsequently transmit the generated context data to called device <NUM>. In system <NUM>, the context data may be generated based on activities data <NUM> or based on request <NUM> and activities data <NUM>.

As discussed above, context data may provide a user of called device <NUM> (or a software program executing on called device <NUM>) with context for the requested communications session, which can be used by a user of called device <NUM> (or a software program executing on called device <NUM>) to provide, for example, efficient and personalized communications experience to a user of calling device <NUM>. In particular, the context data may include, for example, identification of products that a user of calling device <NUM> may be interested in discussing during the requested communications session, identification of one or more reasons why the user of calling device <NUM> is requesting a communications session, data extracted/captured/derived from a website or an app that the user was viewing or has viewed, and identities associated with the user (e.g., a username). Such context data may be used by a user of called device <NUM> (or a software program executing on called device <NUM>), for example, to recommend a similar product, forward a communications session (or request <NUM>) to another user, avoid asking standard intake questions (e.g., "why are you calling today?," "what's your usernamer).

In some embodiments, context data may be generated based on an analysis of activities data <NUM> or based on analysis of both activities data <NUM> and request <NUM>. In some embodiments, context data may include at least a portion of activities data <NUM> and/or request <NUM>. For example, the context data may include a portion of a screenshot of an app or a portion of text from a website.

In embodiments where a plurality of sets of activities data <NUM> are received by called device <NUM>, the context data may be generated based on the plurality of sets of activities data <NUM>. Alternatively, in embodiments where a plurality of sets of activities data <NUM> are received by called device <NUM>, a plurality of sets of context data may be generated based on the plurality of sets of activities data <NUM>. For example, a first set of context data may be generated based on a first set of activities data <NUM>, and a second set of context data may be generated based on a second set of activities data <NUM> and/or the first set of activities data <NUM>.

After the context data is generated, called device <NUM> may generate visual content based on the generated context data, and display the generated visual content on a display device associated with, or included in, called device <NUM> (e.g., display device <NUM>). The visual content may include, for example, at least a portion of the context data. Alternatively, or additionally, the visual content may include, for example, data generated based on at least a portion of the context data. For example, the visual content may include a chart and/or a table that is generated based on the context data. In some embodiments, the visual content may include a status information (e.g., loyalty status, current status of an application being completed by calling device <NUM>). In some embodiments, the visual content may include health related data, such a chart of heartbeat for the last hour, or other health related information that can aid in speeding up the diagnosis or triage.

Furthermore, in some embodiments, the visual content may be displayed before the communications session is established. For example, the visual content may be displayed before a user of called device <NUM> accepts request <NUM>. In this example, the user may use the displayed visual content to decide whether to accept request <NUM>. Alternatively, or additionally, the user may use the displayed visual content to decide whether to transfer the request <NUM> and/or the destination of the transfer. In some embodiments, the visual content may be displayed after the communications session is established. For example, the visual content may be displayed after a user of called device <NUM> accepts request <NUM>. In this example, the user may use the displayed visual content to provide personalized and efficient communications experience to a user of calling device <NUM>.

In some embodiments, the displayed visual content may change after it is first displayed. For example, first visual content may be displayed before the communications session is established, and updated visual content may be displayed after the communications session is established. In this example, the first visual content may be used by the user of called device <NUM> to decide whether to accept request <NUM> while the updated visual content may be used by the same user, after the communications session is established, to provide a personalized and/or an efficient communications experience to the user of calling device <NUM>; the first and second visual content may be generated based on the same context data. In embodiments where a plurality of sets of context data are generated, a plurality of sets of visual content may be generated based on the plurality of sets of context data. For example, first visual content may be generated based on a first set of context data. and after a second set of context data is received, updated visual content may be generated based on the second set of context data.

In some embodiments, the visual content may dynamically change as the user of calling device <NUM> operates calling device <NUM> during the established communications session. For example, as the user of calling device <NUM> operates calling device <NUM> during the communications session (e.g., based on instructions of a user of called device <NUM>), calling device <NUM> may transmit additional set(s) of activities data <NUM>, which in turn causes called device <NUM> to generate additional set(s) of context data and visual content.

<FIG> illustrates another example of a communications system <NUM> in accordance with the disclosed embodiments. System <NUM> is similar to system <NUM> of <FIG>, except that calling device <NUM> in system <NUM> is a smartphone and called device <NUM> in system <NUM> is a call center including at least one workstation <NUM>. Workstation <NUM> in <FIG> includes, for example, a telephone system and a computer operated by a user. In particular, workstation <NUM> may be operated by a technical support representative trained to provide technical support for a software program executing on smartphone <NUM>. In the example of <FIG>. smartphone <NUM> may dial a phone number of the call center (i.e., transmit request <NUM>) after a user of the smartphone clicks on a button within the software program. Further, smartphone <NUM> may transmit activities data <NUM> that includes, for example, a log generated by the software program. Subsequently, request <NUM> may be received by a VoIP subsystem of workstation <NUM> while activities data <NUM> may be received by a proprietary server software executing on a computer associated with workstation <NUM>.

After receiving request <NUM> and activities data <NUM>, workstation <NUM> in system <NUM> may generate context data. In the example of <FIG>, the context data may include data that indicates that the incoming call relates to a technical question relating to the software program. The context data may further include data that includes identification of technical problems the user of the smartphone may be experiencing and/or potential solutions to the identified problems. Such context data may be generated by analyzing the log included in activities data <NUM>. Thus, in the example of <FIG>, the technical support representative, using the visual content generated based on the context data, may provide efficient technical support to the user of smartphone <NUM>. For example, the technical support representative may forego many of the questions for identifying and diagnosing the technical problem.

<FIG> illustrates yet another example of a communications system <NUM> in accordance with the disclosed embodiments. System <NUM> is similar to system <NUM> of <FIG>, except that system <NUM> further includes an identity database <NUM>, a context generator <NUM>, and/or an external data source <NUM>.

in system <NUM>, identity database <NUM> may accept a query that includes an identifier and return a set of identifiers that are known, or likely, to be related to the queried identifier. For example, identify database <NUM> may accept a query that includes a phone number and return phone numbers, names, username, email addresses, device identifiers, and/or network addresses that are related to the queried phone number. In some embodiments, identity database <NUM> may periodicaly access one or more data sources (e.g., data from a social media platform) to add and/or index entries of identifiers and their related identifiers. In some embodiments, identity database <NUM> may dynamically access one or more data sources to determine related identifiers. In some embodiments, identity database <NUM> may include a Caller ID Name (CNAM) database that accepts a query including a phone number and returns a name associated with the queried phone number. In some embodiments, identity database <NUM> may include one more physical and/or virtual servers. In some embodiments, at least a portion of identity database <NUM> may be implemented on a cloud platform, such as, but not limited to, Google Cloud, Amazon Web Services, and/or Microsoft Azure. In system <NUM>, the results from identify database <NUM> may be used to determine whether request <NUM> and activities data <NUM> originate, or likely originate, from the same device.

Context generator <NUM> in system <NUM> may receive at least a portion of activities data <NUM> and/or request <NUM> from called device <NUM>, generate context data based on the received data, and transmit the generated context data to called device <NUM>. In some embodiments, context generator <NUM> may include one more physical and/or virtual servers. In some embodiments, at least a portion of context generator <NUM> may be implemented on a cloud platform, such as, but not limited to, Google Cloud, Amazon Web Services, and/or Microsoft Azure. In some embodiments, context generator <NUM> may use machine learning techniques to generate the context data. In some embodiments, called device <NUM> and context generator <NUM>, as a collective, may generate context data. For example, called device <NUM> may generate a portion of context data while context generator <NUM> may generate another portion of context data. In another example, cased device <NUM> may transmit analysis of activities data <NUM> to context generator <NUM>, and context generator <NUM> may use the received analysis to generate the context data.

As shown in <FIG>. system <NUM> may further include an external data source <NUM>. In system <NUM>, data source <NUM> may include, for example, one or more social media platforms, websites, and/or external databases (e.g., customer database of a communications service provider). In system <NUM>, data collected from data sources <NUM> may be analyzed by called device <NUM> to determine whether request <NUM> and activities data <NUM> originate from the same device or whether request <NUM> and activities data <NUM> are likely to be originating from the same device. Additionally, or alternatively, data colected from data sources <NUM> may be analyzed by called device <NUM> and/or context generator <NUM> to generate the context data.

In one example, external data source <NUM> may be a social media website. In this example, called device <NUM> may access a page in the social media website that is associated with an identifier included in request <NUM> (e.g., a username for the social media website). Subsequently, called device <NUM> may search the page and extract other identifiers, such as, email addresses, phone numbers, etc. If one of the extracted identifier is included in activities data <NUM>, called device <NUM> may determine that the identifiers included in request <NUM> and activities data <NUM> are related.

In yet another example, external data source <NUM> may be a directory for a company. In this example, caled device <NUM> may query the directory using an identifier included in request <NUM> (e.g., an email address having a domain name of the company). The query may return other related identifiers. If the returned identifiers include an identifier included in activities data <NUM>, called device <NUM> may determine that the identifiers included in request <NUM> and activities data <NUM> are related.

In some embodiments, called device <NUM> may always query one or more predetermined databases <NUM> and/or data sources <NUM> to determine whether request <NUM> and activities data <NUM> originate from the same device. Alternatively, or additionally, called device <NUM> may select one or more data sources and/or one or more identity databases to use to determine whether request <NUM> and activities data <NUM> originate from the same device. In these embodiments, one or more data sources and/or one or more identity databases may be selected based on a number of factors. For example, called device <NUM> may identify the type of identifier(s) included in request <NUM> and/or activities data <NUM>, and based on the identifier type, called device <NUM> may select one or more data sources and/or one or more identity databases to query. In another example, called device <NUM> may use a portion of the identifier(s) (e.g., area code, domain name in an email address) included in request <NUM> and/or activities data <NUM> to select one or more data sources <NUM> and/or one or more identity databases <NUM> to query. In some embodiments, geo-location and/or IP-address-to-location map may be used determine whether request <NUM> and activities data <NUM> originate from the same device.

Similarly, called device <NUM> may always use context generator <NUM> to generate context data. Alternatively, called device <NUM> may elect to use context generator <NUM> based on a number of factors. For example, called device <NUM> may identify the type of device activities included activities data <NUM>, and based on the identified device activities, called device <NUM> may elect to use, or elect not to, use context generator <NUM> to generate context data. In some embodiments, system <NUM> may include a plurality of context generators, and called device <NUM> may select a set of context generators to use based on a number of factors. For example, called device <NUM> may identify the type of device activities included activities data <NUM>, and based on the identified device activities, called device <NUM> may select a set of context generators to use from the plurality of context generators.

<FIG> illustrates yet another example of a system <NUM> in accordance with the disclosed embodiments. System <NUM> is similar to system <NUM> of <FIG>, except that called device <NUM> in system <NUM> includes a central device <NUM> in addition to a plurality of workstations <NUM>. <NUM>, and <NUM>. In system <NUM>, central device <NUM> may receive request <NUM> and activities data <NUM>, and based on the received request <NUM> and activities data <NUM>, central device <NUM> may generate context data. The context data may be used by central device <NUM> to determine the most appropriate workstation to forward request <NUM>. For example, in <FIG>. based on the generated context data, central device <NUM> is forwarding request <NUM> to first workstation <NUM>. In this example, central device <NUM> may further forward the generated context data to first workstation <NUM>. In some embodiments, central device <NUM> may first accept request <NUM> and forward the established communications session to the most appropriate workstation.

<FIG> illustrates an example of a dialing software program <NUM> executing on calling device <NUM> in accordance with the disclosed embodiments. In <FIG>, dialing software program <NUM> may be used by a user of calling device <NUM> to enter a phone number and place a call (i.e., transmit request <NUM>) to called device <NUM>.

In the example of <FIG>, the subsystem of called device <NUM> that can receive the call (e.g., a telephone system) may not be capable of receiving activities data <NUM>. Therefore, calling device <NUM> may transmit activities data <NUM> to a different subsystem of called device <NUM> capable of receiving activities data <NUM>. For example, calling device <NUM> may transmit activities data <NUM> destined for a port of called device <NUM> associated with a server program for receiving activities data <NUM>. However, in the example of <FIG>, the server executing on called device <NUM> may not be reachable using the phone number entered on dialing software program <NUM>. Rather, a different identifier, such as an IP address, may be needed to transmit activities data <NUM> to the same device.

To that end, casing device <NUM> of <FIG> may have access to a database containing a list of phone numbers and an IP address (and/or a URL) that is associated with each phone number. Thus, in the example of <FIG>. after a user enters the phone number, calling device <NUM> (or dialing software program <NUM>) may access such a database to determine the IP address associated the entered phone number. Subsequently, calling device <NUM> may transmit the generated activities data <NUM> to called device <NUM> using the associated IP address. In some embodiments, the database may be included in calling device <NUM>. Alternatively, or additionally, the database may be external to the calling device <NUM>. In some embodiments, the entries of the database may be added by a user to opt-in to the service and/or removed by a user to opt-out of the service.

In <FIG>, activities data <NUM> may include device activities of calling device <NUM> prior to execution of dialing software program <NUM>. For example, activities data <NUM> may include an address or a copy of a webpage that was being displayed, an identifier of the last-used app, a list of keywords used for web searches, etc. In some embodiments, database <NUM> may be external to calling device <NUM>. In some embodiments, database <NUM> may be a registry where businesses and/or individuals can add/remove/modify records involving their own phone numbers and/or P addresses. <FIG> illustrates another example of a dialing software program <NUM> executing on calling device <NUM> in accordance with the disclosed embodiments. Dialing software program <NUM> is similar to dialing software program <NUM> of <FIG>, except that activities data <NUM> is forwarded to an activities data forwarder <NUM>. After receiving activities data <NUM>, activities data forwarder <NUM> may determine the IP address associated with the phone number (e.g., by accessing database <NUM>) and forward the activities data <NUM> to the associated IP address. In some embodiments, activities data forwarder <NUM> may include database <NUM>. In some embodiments, called device <NUM> may query activities data forwarder <NUM> for the activities data <NUM>.

<FIG> illustrates yet another example of a dialing software program <NUM> executing on calling device <NUM> in accordance with the disclosed embodiments. Dialing software program <NUM> is similar to dialing software program <NUM> of <FIG>, except that activities data <NUM> is forwarded to context generator <NUM> described with respect to <FIG>. After receiving activities data <NUM>, context generator <NUM> may determine the IP address associated with the phone number (e.g., by accessing database <NUM>), generate context data based on the received activities data <NUM>, and transmit the generated context data to the associated IP address. In some embodiments, called device <NUM> may query context generator <NUM> for the context data.

<FIG> illustrates an example of a web browser <NUM> executing on calling device <NUM> in accordance with the disclosed embodiments. In <FIG>, clickable link <NUM> in web browser <NUM> may be configured to, when clicked, transmit request <NUM> to establish a communications session. For example, after clickable link <NUM> is clicked, web browser <NUM> may cause calling device <NUM> to place a call using a phone number. In another example, after clickable link <NUM> is clicked, web browser <NUM> may request, and/or cause calling device <NUM> to request, a VoIP communications session, request a video conferencing, and/or request a text-based chat session using one or more user identifiers. In these examples, the phone number and/or identifiers may be embedded in clickable link <NUM>.

Similar to the example of <FIG>. in <FIG>, the subsystem of called device <NUM> receiving request <NUM> to establish a communications session may not be capable of receiving activities data <NUM>. Therefore, calling device <NUM> may transmit activities data <NUM> instead to a different subsystem of called device <NUM>, such as a subsystem capable of receiving activities data <NUM>. For example, calling device <NUM> may transmit activities data <NUM> destined for a port of called device <NUM> associated with a server program for receiving activities data <NUM>.

In some embodiments, the IP address and/or the domain name may be embedded in clickable link <NUM> or in the webpage. Alternatively, or additionally, similar to dialing software program <NUM> of <FIG>. calling device <NUM> may determine the IP address of called device <NUM> using the phone number or the identifier(s) embedded in clickable link <NUM> (e.g., by accessing database <NUM>). Subsequently, calling device <NUM> may transmit the generated activities data <NUM> to called device <NUM> using the IP address.

<FIG> illustrates an example of an app <NUM> executing on calling device <NUM> in accordance with the disclosed embodiments. The example of <FIG> is similar to the example of <FIG>, except that, instead of web browser <NUM> including clickable link <NUM>, calling device <NUM> is executing app <NUM> that includes a button <NUM>.

<FIG> illustrates an example of a privacy setting screen on calling device <NUM> in accordance with the disclosed embodiments.

As discussed above, activities data <NUM> may include any data that may be available to calling device <NUM>. Thus, in some embodiments, there may be data available to calling device <NUM> that a user of calling device <NUM> may not wish to share. In these embodiments, calling device <NUM> may implement a mechanism, such as the privacy setting screen shown in <FIG>, enabling an authorized user of calling device <NUM> to approve/disapprove sharing of activities data <NUM> and/or select one or more types of device activities that may be included in activities data <NUM>. In the example of <FIG>, the privacy setting screen may further enable the authorized user of calling device <NUM> to select one or more devices that are authorized to receive activities data <NUM>, one or more websites and apps that are authorized to transmit activities data <NUM>, and one or more entities that are authorized to receive activities data <NUM>.

Although not disclosed in detail herein, other techniques may be used to ensure that the privacy of the users are protected. For example, before transmitting the activities data, calling device <NUM> may display a prompt to verify that the activities data may be transmitted to another device. In another example, the activities data may be encrypted before it is transmitted to another device. In yet another example, copies of transmitted activities data may be saved for user's review.

<FIG> illustrates an example of a process <NUM> for generating context data associated with a communications session in accordance with the disclosed embodiments.

At a step <NUM>, calling device <NUM> may receive an input command from a user requesting that a communications session be established with called device <NUM>. For example, as discussed with respect to <FIG> and <FIG>, an input command may be received at calling device <NUM> after the user enters a phone number and presses a dial button. In another example, as discussed with respect to <FIG>, <FIG>, and <FIG>, an input command may be received at calling device <NUM> after the user clicks or presses a link/button on a website or an application executing on calling device <NUM>.

In some embodiments, the input command may include an identifier associated with a first subsystem of called device <NUM>. For example, the input command may include a phone number associated with a telephone subsystem of called device <NUM>, an IP address associated with a networking subsystem of called device <NUM>, and/or a user name associated with a VoIP subsystem of called device <NUM>.

At an optional step, as discussed with respect to <FIG>. calling device <NUM> may determine an identifier associated with a second subsystem. In some embodiments, calling device <NUM> may determine the identifier associated with the second subsystem by accessing one or more identity databases <NUM> and/or one or more external data stores <NUM>. In some embodiments, the identifier associated with the second subsystem may be embedded in the link/button on a website or the application executing on calling device <NUM>.

At a step <NUM>, calling device <NUM> may transmit request <NUM> to establish a communications session destined for called device <NUM>. For example, as discussed with respect to <FIG> and <FIG>, the transmitting of the request may include placing a telephone call to a phone number. In another example, as discussed with respect to <FIG>, <FIG>, and <FIG>, the transmitting of the request may include attempting to establish a communications session such as a VolP communications session, video conference, and/or chat session. In some embodiments, request <NUM> may include a first identifier associated with calling device <NUM>.

At an optional step, calling device <NUM> may generate activities data <NUM>. As discussed above with respect to <FIG>, activities data <NUM> may be indicative of device activities of the calling device. For example, the activities data may include data indicative of internet activities of the calling device (e.g., internet browsing history), data indicative of activities within one or more software programs executing on the calling device (e.g., state data for an app executing on the calling device), data generated based on user inputs received at the calling device, and/or data generated based on visual content that was being displayed when an input command to transmit the request to establish a communications session was received.

At a step <NUM>, calling device <NUM> may transmit activities data <NUM>. In some embodiments, activities data <NUM> may be transmitted to called device <NUM> using the identifier associated with a second subsystem of called device <NUM>. In some embodiments, activities data <NUM> may include a second identifier associated with calling device <NUM>. The second identifier may be the same as, or different from, the first identifier associated with calling device <NUM>.

At a step <NUM>, called device <NUM> may receive request <NUM> to establish the communications session.

At a step <NUM>, called device <NUM> may receive activities data <NUM> associated with calling device <NUM> that transmitted the request to establish the communications session.

At a step <NUM>. called device <NUM> may determine that the received activities data <NUM> is associated with calling device <NUM> that transmitted request <NUM> to establish the communications session. In some embodiments, as discussed with respect to <FIG>, called device <NUM> may determine that the received activities data <NUM> is associated with calling device <NUM> that transmitted request <NUM> to establish the communications session using the first identifier included in request <NUM> and the second identifier included in activities data <NUM>. In some embodiments, the determination that the received activities data <NUM> is associated with calling device <NUM> that transmitted request <NUM> may include accessing one or more of identity databases <NUM> and/or external data sources <NUM>. In embodiments where calling device called device <NUM> has access to two or more of identity databases <NUM> and/or external data sources <NUM>. called device <NUM> may select one or more of identity database <NUM> and/or external data sources <NUM> based on at least a portion of the first identifier and/or the second identifier. Additionally, or alternatively, called device <NUM> may select one or more of identity database <NUM> and/or external data sources <NUM> based on a type of the first identifier and/or a type of the second identifier.

At a step <NUM>. called device <NUM> may generate context data associated with the communications session based on the received activities data <NUM>. Alternatively, called device <NUM> may transmit at least a portion of activities data <NUM> and/or request <NUM> to a context generator <NUM>, and receive context data generated by context generator <NUM>. In some embodiments, the context data may be generated further based on request <NUM>.

The context data may include, for example, identification of products, or types of products, that the user of the calling device is likely to be interested in discussing during the communications session, identification of reasons for requesting a communications session, identities associated with the user of the calling device, purchase history of the user of the calling device, personal information of the user of the calling device, and shopping preferences of the user of the calling device.

At a step <NUM>, called device <NUM> may generate visual content based on the generated context data. The visual content may include, for example, at least a portion of the context data. Alternatively, or additionally, the visual content may include, for example, data generated based on at least a portion of the context data. For example, the visual content may include a chart and/or a table that is generated based on the context data.

At a step <NUM>. called device <NUM> may receive an input command from a user of the called device to accept the request to establish the communications session.

At a step <NUM>, called device <NUM> may establish the communications session.

<FIG> illustrates an example of a communications system <NUM> in which concepts consistent with the principles of the invention may be implemented. In system <NUM>, called device <NUM> (or called system) is capable of automatically identifying calling device <NUM> (or a user of such a device) that transmitted a request to establish a communications session (e.g., by initiating a telephone call). In particular, called device <NUM> may be capable of automatically identifying calling device <NUM> (e.g., determine user's name, member type, loyalty status, etc.) without requiring a user of calling device <NUM> to manually (e.g., verbally) provide identification information, such as a username and a social security number, to called device <NUM>. Such a system may be useful, for example, to prevent any human operator of called device <NUM> from handling sensitive information, such as social security numbers. Such a system may also increase the speed at which calling device <NUM> is identified by eliminating manual data entry processes typically required by conventional systems.

In some embodiments, after calling device <NUM> is identified, called device <NUM> may use the identity information to provide a personalized communications experience to calling device <NUM>. For example, called device <NUM> may use calling device <NUM> user's full name in an automated greeting once the communications session is established. In some embodiments, after calling device <NUM> is identified, called device <NUM> (or its user) can use the identity information to accept, terminate, or transfer the communications session (before or after the session is established). For example, if calling device <NUM> is identified as a device of a "platinum" member, the incoming call may be automatically transferred to a more experienced customer service representative or a representative that has a shorter waiting time. In another example, if a user of calling device <NUM> is identified as a problematic caller (e.g., a banned user), called device <NUM> may automatically decline request <NUM>.

As shown in <FIG>, system <NUM> is similar to system <NUM> of <FIG>. For example, similar to calling device <NUM> of <FIG>, calling device <NUM> in <FIG> may transmit a request to establish a communications session <NUM> to first subsystem <NUM> of called device <NUM>, and the request may include a first identifier associated with calling device <NUM> (e.g., phone number). As discussed above, first subsystem <NUM> may include, for example, a telephone system for receiving telephone calls or a VoIP system for receiving VoIP calls.

But, instead of (or in addition to) activities data <NUM>, calling device <NUM> in <FIG> may transmit identification data <NUM> to called device <NUM> (separately from request <NUM>). As shown in <FIG>, identification data <NUM> may be received at second subsystem <NUM> of called device <NUM>. Second subsystem <NUM> may induce, for example, a server program or a cloud-based application programming interface (API) for directly or indirectly receiving identification data <NUM> from calling device <NUM>. In <FIG>, the first and second subsystems are shown to be a part of called device <NUM>, but in some embodiments, one or both subsystems may be external to called device <NUM>.

In some embodiments, second subsystem <NUM> may be external and/or remote to called device <NUM>. For example, second subsystem <NUM> may be operated by a third party, and ensuring that the authentication data is not exposed to called device <NUM>. In this example, the extematlremote system <NUM> may be queried for the authentication results/information.

As used herein, identification data <NUM> may be any data that can be used to determine an identity associated with calling device <NUM> and/or its user. In <FIG>, for example, identification data <NUM> may include a piece of personally identifiable information (PII) (e.g., user ID, email address, phone number) that can be used by called device <NUM> to access additional information about calling device <NUM> and/or a user of calling device <NUM>. In particular, second subsystem <NUM> of called device <NUM>, using a user ID included in identification data <NUM>, may query a user database <NUM> to access additional data such as name, loyalty status, and "member since" data associated with the user ID that is provided as a part of identification data <NUM>.

In some embodiments, similar to activities data <NUM>, identification data <NUM> may include a second identifier (e.g., IP address, IMEI, phone number) associated with calling device <NUM>. The first and second identifiers may be the same or different. In some embodiments, called device <NUM> may use the second identifiers may be used to query the additional identification data from user database <NUM>. In some embodiments, called device <NUM> may identify calling device <NUM> after receiving request <NUM>. But, in some embodiments, called device <NUM> may identify calling device <NUM> after receiving request <NUM> and after called device <NUM> accepts request <NUM> (e.g., by taking the incoming call). Calling device <NUM> may transmit identification data <NUM> before or after request <NUM>. In some embodiments, identification data <NUM> may be transmitted by calling device <NUM> in response to calling device <NUM> transmitting request <NUM> (e.g., in response to a user initiating a telephone call).

Similar to activities data <NUM> in <FIG>, calling device <NUM> may determine the destination of identification data <NUM> in a number of ways. For example, calling device <NUM> may have access to a database containing a list of phone numbers and an IP address that is associated with each phone number. After a user enters the phone number, calling device <NUM> (or dialing software program <NUM>) may access such a database to determine the IP address associated the entered phone number. Subsequently, calling device <NUM> may transmit the identification data <NUM> to called device <NUM> using the associated IP address. In some embodiments, the database may be included in calling device <NUM>. Alternatively, or additionally, the database may be external to the calling device <NUM>. In another example, identification data <NUM> may be forwarded to an identification data forwarder (similar to activities data forwarder <NUM> in <FIG>). After receiving identification data <NUM>, the identification data forwarder may determine the IP address associated with the phone number (e.g., by accessing database <NUM>) and forward the activities data <NUM> to the associated IP address. In some embodiments, identification data forwarder may include database <NUM>. In both examples, the record that associates a phone number to an IP address may be updated by an authorized user associated with called device <NUM>. As an example, businesses and/or individuals may add, modify, or remove records associating their phone number(s) with IP addresses. Further, businesses and/or individuals may indicate in the records types of information that the identification data forwarder should forward to the IP addresses. This information may be used by the identification data forwarder to determine the type of information that may be forwarded to a particular IP address.

In some embodiments, the identification data forwarder may use a verification mechanism to validate that calling device <NUM> is indeed associated with the identification data <NUM>.

After receiving both request <NUM> and identification data <NUM>, called device <NUM> may determine that identification data <NUM> received from a calling device (e.g., calling device <NUM>) is associated with a particular request (e.g., request <NUM>) transmitted by the same calling device (e.g., calling device <NUM>). Called device <NUM> may determine that identification data <NUM> is associated with a particular request in a number of ways. For example, by comparing the first and second identifiers (e.g., phone number of calling device <NUM>) included in the received request <NUM> and identification data <NUM>, respectively, called device <NUM> may identify a pending request (i.e., request <NUM>) that was transmitted by the same calling device that transmitted identification data <NUM>. As used herein, a pending request may refer to any request that did not yet result in an established communications session or a request where the resulting communication session has not yet been terminated. In situations where there are multiple pending requests transmitted by the same calling device that transmitted identification data <NUM>, called device <NUM> may use the latest pending request or use other information (e.g., current date/time, difference between when a request was received and when authentication data was received, a time-to-live information included in the requests) to identify the request associated with identification data <NUM>. In some embodiments, called device <NUM> may determine that identification data <NUM> is associated with a particular request by analyzing prior communications records. In some embodiments, called device <NUM> may determine that identification data <NUM> is associated with a particular request by performing a chaltenge/response verification and/or an SMS-based verification.

Inversely, in some embodiments, using the first and second identifiers included in the received request <NUM> and authentication data <NUM>, called device <NUM> may identify identification data (i.e., identification data <NUM>) that was transmitted by the same calling device that transmitted request <NUM>. In situations where there are multiple sets of identification data transmitted by the same calling device that transmitted request <NUM>, called device <NUM> may use the latest identification data or use other information (e.g., current date/time, difference between when a request was received and when authentication data was received) to identify the identification data associated with the received request <NUM>.

In embodiments where the first and second identifiers are the same, called device <NUM> may compare the identifiers included the received request <NUM> and authentication data <NUM> to determine that they were transmitted by the same calling device. In embodiments where the first and second identifiers are different, called device <NUM> may query, using the first and second identifiers, data stored identity database <NUM> of <FIG> and/or data provided by external data sources <NUM> described in <FIG> to determine that request <NUM> and authentication data <NUM> were transmitted by the same calling device. In one example, the first identifier may be a phone number and the second identifier may be an email address. Here, called device <NUM> may look up a customer database (e.g., database <NUM> of <FIG>) for a customer that is associated with both the phone number and the email address.

In system <NUM>, based on the identification of calling device <NUM>, second subsystem <NUM> of called device <NUM> may cause (e.g., control and/or instruct) first subsystem <NUM> to accept, decline, or reroute an incoming request <NUM>. For example, if calling device <NUM> is determined not to be a customer, second subsystem <NUM> may cause first subsystem <NUM> to decline the incoming telephone call. In another example, if calling device <NUM> is determined to be a customer that has a high loyalty status, second subsystem <NUM> may cause first subsystem <NUM> to route the incoming call (before or after accepting the call) to a customer service professional that may be more experienced or has a shorter wait time. In system <NUM>, based on the identification of calling device <NUM>. second subsystem <NUM> of called device <NUM> may cause first subsystem <NUM> to provide a particular response(s) via the established communications session. For example, second subsystem <NUM> may cause first subsystem <NUM> to play a personalized greeting via the established communications session.

<FIG> illustrates another example of a communications system <NUM> in which concepts consistent with the principles of the invention may be implemented. System <NUM> is similar to system <NUM> of <FIG>, except that instead of, or in addition to, identification data <NUM> and/or activities data <NUM>, calling device <NUM> transmits authentication data <NUM> to called device <NUM>. As used herein, authentication data <NUM> may be any data that can be used to verify that calling device <NUM> or a user of calling device <NUM> is an authorized device or user.

In the example of <FIG>, an authorized device/user may be a device/user that is registered with a system associated with called device <NUM>. For example, an authorized device/user may be a registered user/device (e.g., a customer account holder) on an e-commerce website associated with called device <NUM> (e.g., operated by the same company). In another example, an authorized device/user may be a device/user having cookies from the e-commerce website associated with called device <NUM> and/or a device executing a web browser associated with called device <NUM>. In another example, an authorized device/user may be a user/device registered an enterprise system (e.g., an employee account on a company's accounting/payroll system, a company mobile phone) associated with called device <NUM>. In some embodiments, an authorized device/user may be a device/user that is registered on a third-party system. For example, an authorized device/user may be a device/user that is registered on a social media network of which called device <NUM> is also a member.

In <FIG>, authentication data <NUM> is shown to include a shared secret (i.e., "Abcd1234") that is only known to called device <NUM> (or a system that called device <NUM> is a part of) and authorized users/devices, such as calling device <NUM> or its user(s). After receiving authentication data <NUM>, second subsystem <NUM> of called device <NUM> may use perform an authentication process using authentication data <NUM>. For example, second subsystem <NUM> may verify whether the shared secret "Abcd1234" is a valid shared secret by querying authentication database <NUM> that includes all valid shared secrets. In response, authentication database <NUM> may return an indicator of whether the shared secret provided by second subsystem <NUM> is a valid shared secret. Authentication database <NUM> may be local to called device <NUM> and/or be a remotely accessible database.

In system <NUM>, based on the returned indicator, second subsystem <NUM> of called device <NUM> may cause first subsystem <NUM> to accept, decline, or reroute an incoming request <NUM>. For example, if the shared secret is determined to be invalid, second subsystem <NUM> may indicate to first subsystem <NUM> that the shared secret is invalid; first subsystem <NUM>, based on the indication, may decline the incoming telephone call. In another example, second subsystem <NUM> may control first subsystem <NUM> (e.g., using an API associated with first subsystem <NUM>) to route the incoming call to a customer service professional if the shared secret is determined to be valid and to a sales professional if the shared secret is determined to be invalid.

Additionally, or alternatively, in system <NUM>, based on the returned indicator, second subsystem <NUM> of called device <NUM> may cause first subsystem <NUM> (e.g., automated telephone answering system) to restrict/allow access to certain information. For example, if the shared secret is determined to be valid, second subsystem <NUM> may provide a token (e.g., certificate) generated based on authentication data <NUM> to first subsystem <NUM>; first subsystem <NUM>, using the token, may access sensitive information (e.g., company directory, internal schedule) and provide them to calling device <NUM>. On the other hand, if the shared secret is determined to be invalid, second subsystem <NUM> may refuse to provide a token first subsystem <NUM>, and first subsystem <NUM> may deny access to sensitive information even when requested by calling device <NUM>.

<FIG> illustrates another example of a communications system <NUM> in which concepts consistent with the principles of the invention may be implemented. System <NUM> is similar to system <NUM> of <FIG>, except that instead of, or in addition to, shared secret, authentication data <NUM> includes a login credential such as a user ID (e.g., "JohnDoe") and a corresponding password (e.g., "Abcd1234"). The login credential can be used by called device <NUM> to determine whether the calling device and/or its user is authorized an authorized device/user as well as identifying the device/user. In some embodiments, the login credential may enable called device <NUM> to determine a level of access authorized for the device/user. Similar to system <NUM> of <FIG>, in system <NUM>, an authorized device/user may be a device/user that is registered with a system associated with called device <NUM>.

In <FIG>, authentication data <NUM> is shown to include a login credential (i.e., "Abcd1234") associated calling device <NUM> and/or its user. After receiving authentication data <NUM>, second subsystem <NUM> of called device <NUM> may perform an authentication process using authentication data <NUM>. In particular, second subsystem <NUM> may verify the login credential by querying authentication database <NUM>. In response, authentication database <NUM> may return an indicator of whether the login credential provided by second subsystem <NUM> is valid. In some embodiments, authentication database <NUM> may further return additional information associated with the credential For example, in <FIG>, authentication database returns the full name associated with the user ID as well as the level of access granted to the particular user. In another example, authentication database <NUM> may return any loyalty status the user ID may be associated with and/or the number of years the user has been a member.

In some embodiments, authentication database may return other information associated with calling device <NUM> and/or its user, such as their loyalty status, status of their college application, status of their health insurance claim, and/or status of their various travel reservations.

In some embodiments, authentication data <NUM> may include digital certificates associated with calling device <NUM> and/or a user of calling device <NUM>. In some embodiments authentication data <NUM> may include a digital signature signed with a private key associated with calling device <NUM> and/or a user of calling device <NUM>. Called device <NUM> may verify the digital signature by querying authentication data <NUM> for a public key associated with calling device <NUM> (e.g., using an identifier included in authentication data <NUM>), and verifying the digital signature using the retrieved public key.

In system <NUM>, based on the authentication result, second subsystem <NUM> of called device <NUM> may cause (e.g., control and/or instruct) first subsystem <NUM> to accept, decline, or reroute an incoming request <NUM>. For example, if the login credential is determined to be invalid, second subsystem <NUM> may control first subsystem <NUM> to decline the incoming telephone call. In another example, second subsystem <NUM> may provide the returned indicator to first subsystem <NUM>, and first subsystem <NUM>, based on the indicator, may route the incoming call to a customer service professional if the login credential is determined to be valid and to a sales professional if the login credential is determined to be invalid. In yet another example, second subsystem <NUM> may cause first subsystem <NUM> to route the incoming call to a more experienced customer service professional if the login credential is determined to be valid and loyalty status is "platinum.

In some embodiments, based on the authentication result, second subsystem <NUM> of called device <NUM> may cause first subsystem <NUM> (e.g. , automated telephone answering system) to restrict/allow access to certain information. For example, if the login credential is determined to be valid and the level of access associated with the user ID is "full access" or "admin. " calling device <NUM> may be allowed to access sensitive information (e.g., access company directory and internal schedule via an automated call answering system) via first subsystem. On the other hand, if the login credential is determined to be valid and the level of access associated with the user ID is "guest," calling device <NUM> may only access public information via first subsystem.

In some embodiments, data retrieved from authentication database <NUM> (e.g., the user ID) may be used to retrieve additional identity information, for example, from a user database <NUM> (e.g., user information from user database <NUM>) or publicly accessible information on a social media network. The additional information may be provided to first subsystem <NUM> and/or further relied upon by second subsystem <NUM> to authenticate called device <NUM> and/or its user.

<FIG> illustrates an example of a process <NUM> for automatically authenticating a calling device <NUM> in accordance with the disclosed embodiments.

At a step <NUM>, a called device may receive a call from a calling device. The call may include an identifier associated with the calling device. In some embodiments, the call may be a telephone call and the identifier may be a phone number or Caller ID Name (CNAM) associated with the phone number. In some embodiments, the call may be a VoIP call and the identifier may be a user identifier or an IP address. In some embodiments, the call may be received at a first subsystem of calling device. The first subsystem may be, for example, an automated telephone system or VoIP system. The first subsystem may be internal or external to the called device.

At a step <NUM>, the called device may receive, separately from the call, authentication data associated with a device or a user. In some embodiments, the authentication data may be received by a server program executing on the called device or a device associated with the called device (e.g., a server operated by an owner of the called device). In some embodiments, the authentication data may be received by a cloud-based API associated with called device.

At a step <NUM>, the called device may determine, using the identifier and the authentication data, that the authentication data is associated with the same device that initiated the call (i.e., the calling device). In one example, the called device may compare the identifier included in the call and another identifier included in the authentication data. In another example, the called device may query a database to determine whether the identifier included in the call and another identifier included in the authentication data are associated with the same user/device. In some embodiments, the authentication data may include a shared secret. In some embodiments, the authentication data may include a login credential. In some embodiments, the authentication data may include digital certificates and/or signatures. In some embodiments, authentication data may include identification data, such as, but not limited to, name, address, loyalty status, and level of access.

At a step <NUM>, the called device may verify the authentication data. For example, the called device may determine whether the login credential, shared secret, digital certificate, and/or digital signature included in the authentication data is valid by querying an authentication database. The authentication database may be internal or external to the called device.

At a step <NUM>, based on a result of the verification, the called device may determine that the call is initiated by an authenticated device or user. In some embodiments, determining that the call is initiated by an authenticated device or user may include providing access-controlled information (e.g., personal finance information) to the authenticated device or user. In some embodiments, determining that the call is initiated by an authenticated device or user may include transferring to another device/user (e.g., a human operator or a device with a shorter wait time). In some embodiments, determining that the call is initiated by an authenticated device or user may include making additional options (e.g., access to member only options) available by an automated answering system handling the call.

Claim 1:
A method for generating context data associated with a communications session, the method comprising:
receiving, from a calling device (<NUM>) at a first subsystem (<NUM>), a request (<NUM>) to establish a communications session, wherein the request (<NUM>) includes a first identifier associated with the calling device (<NUM>);
receiving, at a second subsystem (<NUM>) separate from the first subsystem (<NUM>), and separately from the request (<NUM>), activities data (<NUM>) associated with the calling device (<NUM>) that transmitted the request (<NUM>) to establish the communications session, wherein the activities data (<NUM>):
i) includes a second identifier associated with the calling device (<NUM>), the second identifier being different from the first identifier, and
ii) is indicative of device activities of the calling device (<NUM>) and data indicative of activities within one or more software programs executing on the calling device (<NUM>);
determining, using the first identifier and the second identifier, that the received activities data (<NUM>) is associated with the calling device (<NUM>) that transmitted the request (<NUM>) to establish the communications session;
generating context data associated with the communications session based on the received activities data (<NUM>); and
generating visual content based on the context data; and
establishing the communications session in response to receiving, from a user of a called device (<NUM>), an input command to accept the request, the visual content being displayed on at least one of the called device (<NUM>) or a display unit (<NUM>) associated with the called device (<NUM>).