Visual interfaces for telephone calls

• US 10,218,851 B1
• Filed: 11/07/2017
• Issued: 02/26/2019
• Est. Priority Date: 12/01/2015
• Status: Active Grant

• Current Assignee: 8X8, Inc.
• Original Assignee: 8X8, Inc.
• Inventors: Slade, Scott
• Primary Examiner(s): Casca, Fred
• Application Number:
  US15/806,142
• Time in Patent Office: 476 Days
• Field of Search: 455417, 4554042, 4554321, 455445, 4554561, 455413, 4554141, 455415, 455418, 455466, 455419, 455567, 370352, 370356, 370328, 370338, 37921102, 37921201, 37926502, 379 8801
• CPC Class Codes: H01Q 21/24 Combinations of antenna units polarised in different directions for transmitting or receiving circularly and elliptically polarised waves or waves linearly polarised in any direction circularly polarised patch antennas H01Q9/0428; circularly polarised horns H01Q13/0241; cross-polarised horns H01Q13/0258; polarisation converters H01Q15/242; cross-polarised rear feeds H01Q19/136; crossed polarisation dual antenna H01Q25/001
• CPC Class Codes: H01Q 25/00 Antennas or antenna systems providing at least two radiating patterns arrangements for changing or varying the orientation or the shape of the directional pattern H01Q3/00
• CPC Class Codes: H01Q 25/001 Crossed polarisation dual antennas orthomode horns H01Q13/0258; cross-polarised rear feeds H01Q19/136; orthomode transducers H01P1/161
• CPC Class Codes: H01Q 25/002 providing at least two patterns of different beamwidth; Variable beamwidth antennas
• CPC Class Codes: H01Q 25/004 providing two or four symmetrical beams for Janus application
• CPC Class Codes: H01Q 25/005 providing two patterns of opposite direction; back to back antennas H01Q25/004 takes precedence
• CPC Class Codes: H01Q 25/04 Multimode antennas corrugated horns H01Q13/0208
• CPC Class Codes: H01Q 9/18 Vertical disposition of the antenna
• CPC Class Codes: H04L 65/00 Network arrangements, protocols or services for supporting real-time applications in data packet communication real-time or near real-time messaging, e.g. instant messaging [IM] H04L51/04; selective video distribution H04N21/00
• CPC Class Codes: H04L 65/1046 Call controllers; Call servers
• CPC Class Codes: H04L 65/1069 Session establishment or de-establishment
• CPC Class Codes: H04L 67/306 User profiles
• CPC Class Codes: H04M 1/72469 for operating the device by selecting functions from two or more displayed items, e.g. menus or icons
• CPC Class Codes: H04M 3/42102 Making use of the called party identifier
• CPC Class Codes: H04M 3/42374 where the information is provided to a monitoring entity such as a potential calling party or a call processing server
• CPC Class Codes: H04M 3/527 Centralised call answering arrangements not requiring operator intervention
• CPC Class Codes: H04M 3/546 in private branch exchanges
• CPC Class Codes: H04W 4/16 Communication-related supplementary services, e.g. call-transfer or call-hold

Abstract

Incoming calls are received from audio capable devices. A call processing server receives an incoming call from an audio-capable device to a destination number, and detects availability for an ancillary source device linked to the audio-capable device. A set of data is provided to the ancillary source device. The set of data specifies graphical menu options for functions supported by the call processing server. The ancillary source device provides an indication of a selection of one of the graphical menu options. In response to the indication, a call transfer for the incoming call is implemented.

Claims

1. A method for processing incoming calls using devices that have graphical display capacities, comprising:

receiving, at a call processing server, incoming phone calls from callers operating telephone capable devices;

sending, to a call data processing server, call event messages corresponding to phone calls routed by the call processing server;

receiving, from the call data processing server, call summary metrics generated from the call event messages,

modifying, in response to the call summary metrics, a set of data that specifies graphical menu options for functions supported by the call processing server;

providing, to a particular caller of an incoming call, the set of data that specifies graphical menu options;

receiving an indication of a selection of one of the graphical menu options; and

implementing, in response to the indication, a call transfer for the particular incoming call.

2. The method of claim 1, further comprising identifying, based upon the call summary metrics, predictive information about needs of the particular caller and wherein the set of data includes informational data, other than selectable menu options, that corresponds to the predictive information.

3. The method of claim 1, wherein the call summary metrics include quantified aspects of the call and past call history data that indicates previously selected menu options for the particular caller and wherein the graphical menu options are modified to include bypass menu options that allow the particular caller to bypass previously selected menu options.

4. The method of claim 1, further comprising:

identifying, in response to the selection of menu options, predictive information about needs of the particular caller; and

providing, to the particular caller, displayable informational data, other than selectable menu options, that corresponds to the predictive information.

5. The method of claim 1, further comprising detecting that the particular caller of the incoming call is using a particular telephone capable devices that is Voice over Internet Protocol (VoIP) enabled device and has graphical display capabilities, wherein the graphical menu options are for functions supported by the call processing server.

6. The method of claim 1, further comprising:

creating, based upon call summary metrics, a probabilistic distribution indicating a probability of selecting various graphical menu options during the incoming call; and

modifying graphical menu options relative to a default menu based upon the probabilistic distribution.

7. The method of claim 1, further include providing, to a particular caller of an incoming call, the set of data that specifies graphical menu options and a set of audio prompts that correspond with the graphical menu options.

8. The method of claim 7, including modifying, in response to the call summary metrics, the set of audio prompts, wherein the modified graphical menu options correspond with the modified audio prompts.

9. The method of claim 1, further including providing, to a particular caller of an incoming call, the set of data that specifies the graphical menu options and corresponding audio prompts, wherein the graphical menu options prompt the particular caller to provide information that supplements the corresponding audio prompts.

10. A system comprising:

a call processing server including at least one processing circuit and a memory circuit that are configured to;

receive, at the call processing server, an incoming calls from callers operating telephone capable devices;

send, to a call data processing server, call event messages corresponding to phone calls routed by the call processing server;

receive, from the call data processing server, call summary metrics generated from the call event messages,

modify, in response to the call summary metrics, a set of data that specifies graphical menu options for functions supported by the call processing server;

provide, to a particular caller of an incoming call using a telephone capable device having graphical display capabilities, the set of data that specifies graphical menu options;

receive an indication of a selection of one of the graphical menu options; and

implement, in response to the indication, a call transfer for the particular incoming call.

11. The system of claim 10, further including the call data processing server including at least one processing circuit and a memory circuit configured and arranged to generate and send, to the call processing server, the call summary metrics, wherein the call summary metrics are indicative of call models based on the call event messages.

12. The system of claim 10, wherein the call processing server is configured and arranged to provide the particular caller of the incoming call using the telephone capable device with the set of data that specifies audio content that corresponds with the specified graphical menu options.

13. The system of claim 10, wherein the call processing server is further configured and arranged to:

identifying, in response to the selection of the menu option, predictive information about needs of the particular caller; and

provide, to the particular caller, displayable informational data, other than selectable menu options, that corresponds to the predictive information.

14. The system of claim 13, wherein the call processing server is further configured and arranged to provide the adjusted graphical menu options to the particular caller, in response to receiving another incoming call from the particular caller, based on the predictive information.

15. The system of claim 10, wherein the telephone capable device is a first telephone capable device, and the call processing server is configured and arranged to provide to the particular caller using a second telephone capable device, audio menu options that correspond with the graphical menu options.

16. The system of claim 15, wherein the call processing server is further configured and arranged to provide adjusted graphical menu options to the particular caller, in response to an indication of a selection of one of the audio menu options.

17. A system including

a call data processing server including at least one processing circuit and a memory circuit that are configured to generated call summary metrics indicative of call models of incoming calls from callers operating telephone capable devices;

a call processing server including at least one processing circuit and a memory circuit that are configured to;

receive, at the call processing server, the incoming calls;

send, to the call data processing server, call event messages corresponding to phone calls routed by the call processing server;

receive, from the call data processing server, the call summary metrics generated from the call event messages,

modify, in response to the call summary metrics, a set of data that specifies graphical menu options for functions supported by the call processing server;

provide, to a particular caller of an incoming call using a telephone capable device having graphical display capabilities, the set of data that specifies graphical menu options for functions supported by the call processing server;

receive an indication of a selection of one of the graphical menu options; and

implement, in response to the indication, a call transfer for the particular incoming call.

18. The system of claim 17, wherein the call data processing server includes:

a first analysis circuit configured and arranged to perform analysis on call metric data stored in a database; and

a second analysis circuit configured and arranged to perform analysis on windowed call metric data stored in a cache circuit.