Communication of information during a call

• US 10,084,912 B2
• Filed: 07/10/2015
• Issued: 09/25/2018
• Est. Priority Date: 04/21/2010
• Status: Active Grant

• Current Assignee: Genesys Cloud Services Incorporated
• Original Assignee: Angel.com, Inc. (Genesys Cloud Services Incorporated)
• Inventors: Saylor, Michael Jerry, Bouzid, Ahmed Tewfik, Durgani, Prakash Bhagwan, Rennyson, David James, Perera, Prasanna Sajeewa Naleen
• Primary Examiner(s): King, Simon
• Application Number:
  US14/797,047
• Publication Number:
  US 20150319303A1
• Time in Patent Office: 1,173 Days
• Field of Search: 379 8817
• CPC Class Codes: G06F 9/451 Execution arrangements for user interfaces
• CPC Class Codes: H04M 1/72436 for text messaging, e.g. short messaging services [SMS] or e-mails
• CPC Class Codes: H04M 2203/2066 Call type detection of indication, e.g. voice or fax, mobile of fixed, PSTN or IP
• CPC Class Codes: H04M 2203/252 where a voice mode is enhanced with visual information
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/4938 comprising a voice browser which renders and interprets, e.g. VoiceXML
• CPC Class Codes: H04M 7/0036 where the data service is an information service
• CPC Class Codes: H04M 7/006 Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42
• CPC Class Codes: H04W 4/16 Communication-related supplementary services, e.g. call-transfer or call-hold

Abstract

A request is received from a user of a telephonic device to invoke an application on the telephonic device. A form is displayed to the user using the application. Information input into the form is received by the application along with an indication to submit the form information with a service request to a call handling system. A data communications session between the telephonic device and an application server of the call handling system is established using the application. The form information is provided to the application server. A telephone number of the telephonic device is identified from the form information using which a voice communications session is established with the telephonic device from an interactive voice response system of the call handling system. Voice information is exchanged with the user and text, image or video information is communicated to the user via the voice and data communications sessions respectively.

Claims

1. A method, using a call handling system, for enabling multi-modal interaction with a telephonic device, the method comprising:

establishing a data communications session between the telephonic device and an application server;

invoking display, on the telephonic device, of a single-field or a multi-field form for a user of the telephonic device over the data communications session;

receiving, from the user, information input into the form;

identifying, by the application server, based on the form information, a telephone number of the telephonic device;

establishing a call via a voice communication session between the telephonic device and an interactive voice response (IVR) system based on the identified telephone number;

executing, by the IVR, content of one or more voice pages to exchange voice information with the user during the call via the voice communication session;

executing, by the application server, content of one or more multimedia pages linked to the one or more voice pages for communicating non-voice information to the user during the call via the data communications session; and

synchronizing state of the voice communication session with state of the data communication session.

2. The method of claim 1, wherein the non-voice information includes at least one of text, image, or video information.

3. The method of claim 1, wherein the exchange of voice information with the communications device via the voice communications session is performed concurrently with the communication of multimedia information to the communications device via the data communications session.

4. The method of claim 1, wherein executing by the application server the content of one or more multimedia pages comprises:

executing, by the application server, content of a multimedia page that is associated with a voice page.

5. The method of claim 4, wherein executing the content of the multimedia page that is associated with the voice page comprises:

identifying, by the IVR, a reference to the multimedia page included in the voice page; and

sending, by the IVR, an instruction to the application server associated with the multimedia page based on identifying the reference to the multimedia page included in the voice page.

6. The method of claim 1, wherein executing by the IVR the content of one or more voice pages comprises:

executing, by the IVR, the content of a voice page that is associated with a multimedia page.

7. The method of claim 6, wherein executing by the IVR the content of the voice page that is associated with the multimedia page comprises:

identifying, by the application server, a reference to the voice page included in the multimedia page; and

sending, by the application server and to the IVR, an instruction to execute the content of the voice page based on identifying the reference to the voice page included in the multimedia page.

8. The method of claim 1, wherein executing by the IVR the content of one or more voice pages includes executing, by the IVR, scripts generated based on the content of the one or more voice pages.

9. The method of claim 1, wherein executing by the application server the content of one or more multimedia pages includes executing, by the application server, scripts generated based on the content of the one or more multimedia pages.

10. The method of claim 1 further comprising:

storing the states of the voice communication session and the data communication session in a shared memory space.

11. The method of claim 1 further comprising:

prompting for input over the communication session, and receiving the prompted input over the data communication session.

12. A system for enabling multi-modal interaction with a telephonic device, the system comprising:

one or more processors; and

one or more memory devices, wherein the one or more of the memory devices store instructions therein that, when executed by the one or more processors, cause the one or more processors to;

establish a data communications session with the telephonic device;

invoke display, on the telephonic device, of a single-field or a multi-field form for a user of the telephonic device over the data communications session;

receive information input into the form;

identify, based on the form information, a telephone number of the telephonic device;

establish a call via a voice communication session between the telephonic device and an interactive voice response (IVR) system based on the identified telephone number;

execute via the IVR system content of one or more voice pages to exchange voice information with the user during the call via the voice communication session;

execute content of one or more multimedia pages linked to the one or more voice pages for communicating non-voice information to the user during the call via the data communications session; and

synchronize state of the voice communication session with state of the data communication session.

13. The system of claim 12, wherein the non-voice information includes at least one of text, image, or video information.

14. The system of claim 12, wherein the exchange of voice information with the communications device via the voice communications session is configured to be performed concurrently with the communication of multimedia information to the communications device via the data communications session.

15. The system of claim 12, wherein instructions that cause the one or more processors to execute the content of one or more multimedia pages comprises instructions that cause the one or more processors to:

execute content of a multimedia page that is associated with a voice page.

16. The system of claim 12, wherein instructions that cause the one or more processors to execute content of one or more voice pages include instructions that cause the one or more processor to execute, via the IVR system, scripts generated based on the content of the one or more voice pages.

17. The system of claim 12, wherein instructions that cause the one or more processors to execute the content of one or more multimedia pages include instructions that cause the one or more processor to execute scripts generated based on the content of the one or more multimedia pages.