AUTOMATED ATTENDANT MULTIMEDIA SESSION

• US 20110164611A1
• Filed: 03/14/2011
• Published: 07/07/2011
• Est. Priority Date: 10/01/2002
• Status: Active Grant

• Current Assignee: RPX Clearinghouse LLC (RPX Corporation)
• Original Assignee: Nortel Networks Limited (Nortel Networks Corporation)
• Inventors: SYLVAIN, Dany
• Granted Patent: US 8,848,693 B2
• Time in Patent Office: Days
• US Class Current: 370/352
• CPC Class Codes: H04M 3/4938 comprising a voice browser which renders and interprets, e.g. VoiceXML
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 7/0027 Collaboration services where a computer is used for data transfer and the telephone is used for telephonic communication

Abstract

An automated attendant system is made multimedia capable by adding a combined user agent to the automated attendant. A search is done to verify that the caller to the automated attendant has combined user agent capabilities. If so, the caller receives multimedia content from the automated attendant'"'"'s combined user agent so that the content may be presented on the caller'"'"'s computer to assist the caller in navigating through the automated attendant'"'"'s menus and options. Upon selection of a desired connection from the menus and options, the automated attendant'"'"'s combined user agent helps the caller be connected by voice to the selected connection.

Claims

1. A method of assisting callers using an automated response system, comprising:

receiving a SIP message from a caller terminal requesting a communication session;

determining an IP address and at least one caller terminal capability from the SIP message;

determining that the caller terminal can display selectable call options; and

transmitting a web page including selectable call options to the caller terminal in response to determining the caller terminal can display selectable call options.

2. A method as recited in claim 1, further comprising:

receiving a selection message indicating selection of a call option at the caller terminal; and

completing a connection to the caller terminal in response to the selection message.

3. A method as recited in claim 2, wherein the step of completing a connection comprises completing a voice connection to the caller terminal in response to a voice call selection message.

4. A method as recited in claim 1, wherein the steps of receiving a SIP message and determining an IP address and at least one caller terminal capability are performed by at least one combined user agent.

5. A method as recited in claim 1, wherein the step of transmitting a web page comprises transmitting a web page from an automated response system.

6. A method of establishing a connection via an automated response system, comprising:

sending from a caller terminal a SIP message requesting a communication session, the SIP message comprising an IP address associated with the caller terminal and an indication of at least one caller terminal capability;

receiving at the caller terminal a web page transmitted in response to the SIP message, the web page including selectable call options; and

displaying the web page including the selectable call options at the caller terminal.

7. A method as recited in claim 6, further comprising transmitting a selection message in response to selection of one of the call options, the selection message indicating the selected option.

8. A method as recited in claim 7, further comprising cooperating in a voice connection established in response to the selection message.

9. A method as recited in claim 6, wherein the step of sending a SIP message comprises sending a SIP message to at least one combined user agent.

10. A method as recited in claim 6, wherein the step of receiving a web page comprises receiving a web page from an automated response system.

11. A system, comprising:

a combined user agent configured to;

receive a SIP message from the caller terminal requesting a communication session;

determine an IP address and at least one caller terminal capability from the SIP message; and

transmit a web page comprising selectable call options to the caller terminal in response to determining that the caller terminal can display selectable call options.

12. A system as recited in claim 11, wherein the combined user agent is further operable:

to receive a selection message indicating selection of a call option at the caller terminal; and

to complete a connection to the caller terminal in response to the selection message.

13. A system as recited in claim 12, wherein the combined user agent is operable to complete a voice connection to the caller terminal in response to a voice call selection message.

14. A system as recited in claim 11, wherein the combined user agent is operable to transmit the web page comprising selectable call options by forwarding a web page received from an automated response system.

15. A system as recited in claim 11, further comprising an automated response system, the automated response system being coupled to the combined user agent and operable to transmit a web page comprising selectable call options to the combined user agent to be forwarded to the caller terminal.

16. A caller terminal, comprising:

a transmitter operable to send a SIP message requesting a communication session, the SIP message comprising an IP address associated with the caller terminal and an indication of at least one caller terminal capability;

a receiver operable to receive a web page transmitted in response to the SIP message, the web page comprising selectable call options; and

a display operable to display the web page including the selectable call options.

17. A terminal as recited in claim 16, wherein the transmitter is further operable to transmit a selection message in response to selection of one of the call options, the selection message indicating the selected option.

18. A terminal as recited in claim 17, wherein the transmitter and the receiver are further operable to cooperate in a voice connection established in response to the selection message.

19. A terminal as recited in claim 16, wherein the transmitter is operable to send a SIP message to at least one combined user agent.

20. A terminal as recited in claim 16, wherein the receiver is operable to receive a web page from an automated response system.