Automated attendant multimedia session

• US 7,920,546 B2
• Filed: 10/01/2002
• Issued: 04/05/2011
• Est. Priority Date: 10/01/2002
• Status: Expired due to Fees

• Current Assignee: RPX Clearinghouse LLC (RPX Corporation)
• Original Assignee: Nortel Networks Limited (Nortel Networks Corporation)
• Inventors: Sylvain, Dany
• Primary Examiner(s): Sam, Phirin
• Application Number:
  US10/262,288
• Publication Number:
  US 20040062232A1
• Time in Patent Office: 3,108 Days
• Field of Search: None
• 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 call from a calling device from a caller;

determining if the caller can receive multimedia content;

contacting a multimedia capable device associated with the caller;

providing to the caller, through the multimedia capable device, multimedia content related to the automated response system;

receiving a selection from the multimedia content; and

completing the call based on the multimedia content selection.

2. The method of claim 1, wherein the caller makes the received selection in response to receiving the multimedia content.

3. The method of claim 2, further comprising making a voice connection based on the selection from the caller.

4. The method of claim 1, wherein contacting the multimedia capable device associated with the caller comprises contacting a computer associated with the caller.

5. The method of claim 1, wherein providing to the caller, through the multimedia capable device, the multimedia content related to the automated response system comprises providing the multimedia content through one or more combined user agents.

6. The method of claim 1, wherein determining if the caller can receive multimedia content comprises searching a database.

7. The method of claim 1, further comprising accepting audible input from the caller.

8. The method of claim 7, further comprising receiving a non-audible selection from the caller in response to providing the multimedia content to the caller.

9. The method of claim 8, wherein accepting the audible input from the caller occurs in parallel with receiving the non-audible selection.

10. A method of placing a call, comprising:

providing an address for an automated response system;

receiving multimedia content from the automated response system relating to options for the automated response system, wherein receiving the multimedia content from the automated response system comprises receiving a searchable directory; and

making a voice connection to an extension in response to a selected option.

11. The method of claim 10, wherein receiving the multimedia content comprises receiving the multimedia content on a computer.

12. The method of claim 10, wherein receiving the multimedia content comprises receiving the multimedia content from the automated response system relating to options from which selections may be made for the automated response system.

13. The method of claim 10, wherein receiving the multimedia content comprises receiving the multimedia content through one or more combined user agents.

14. The method of claim 10, further comprising selecting an entry in the searchable directory.

15. The method of claim 10, further comprising providing audible selections to prompts from the automated response system.

16. The method of claim 15, further comprising making non-audible selections based on the multimedia content.

17. A system comprising:

an interface adapted to facilitate multimedia communications; and

a control system associated with the interface and providing a combined user agent, the control system being configured to;

receive multimedia content from an automated response system and provide the multimedia content to a caller on a computer;

receive a selection from the multimedia content; and

complete a call based on the multimedia content selection.

18. The system of claim 17, wherein said combined user agent is further configured to communicate selections made by the caller to the automated response system.

19. The system of claim 18, wherein said combined user agent is further configured to help set up a voice session based on a response received to the selections.

20. The system of claim 17, further comprising a telephone associated with said combined user agent through which voice communications may be made.

21. The system of claim 17, wherein said combined user agent is registered in a database along with an indication that the caller associated with the combined user agent is multimedia capable.

22. A system comprising:

a combined user agent in communication with an automated attendant, the combined user agent configured to;

receive an indication of an incoming call from a caller;

provide multimedia content to the caller;

receive selections from the caller based on the provided multimedia content; and

complete the incoming call based on a multimedia content selection.

23. The system of claim 22, wherein said combined user agent is further configured to initiate a voice connection between the caller and an extension based in part on the selections.

24. The system of claim 22, wherein said combined user agent is configured to provide the multimedia content to the caller through the caller'"'"'s combined user agent.

25. The system of claim 22, wherein said combined user agent is configured to receive selections from the caller through the caller'"'"'s combined user agent.

26. The system of claim 22, wherein said combined user agent is further configured to make a voice connection between the caller and an extension based on said selection.

27. The system of claim 22, wherein said combined user agent searches a database to determine if the caller is capable of supporting multimedia sessions.

28. The system of claim 22, wherein said combined user agent is further configured to support concurrent voice and multimedia sessions between the caller and the automated attendant.

29. A computer readable medium comprising software functioning as a combined user agent which, when executed by a control system, is configured to:

receive multimedia content from an automated response system and provide the multimedia content to a caller on a computer;

receive selections from the caller based on the provided multimedia content; and

complete a call based on a multimedia content selection.

30. The computer readable medium of claim 29, wherein said combined user agent is further configured to communicate selections made by the caller to the automated response system.

31. The computer readable medium of claim 30, wherein said combined user agent is further configured to help set up a voice session based on a response received to the selections.

32. The computer readable medium of claim 29, wherein said combined user agent is further configured to support concurrent voice and multimedia sessions such that the caller may make selections in either the voice or the multimedia sessions.

33. A computer readable medium for facilitating use of an automated attendant, comprising software functioning as a combined user agent which, when executed by a control system, is configured to:

receive an indication of an incoming call from a caller;

provide multimedia content to the caller;

receive selections from the caller based on the provided multimedia content; and

complete the incoming call based on a multimedia content selection.

34. The computer readable medium of claim 33, wherein said combined user agent is further configured to initiate a voice connection between the caller and an extension based in part on the selections.

35. The computer readable medium of claim 33, wherein said combined user agent is configured to provide the multimedia content to the caller through the caller'"'"'s combined user agent.

36. The computer readable medium of claim 33, wherein said combined user agent is configured to receive selections from the caller through the caller'"'"'s combined user agent.

37. The computer readable medium of claim 33, wherein said combined user agent is further configured to make a voice connection between the caller and an extension based on the selections.

38. The computer readable medium of claim 33, wherein said combined user agent is configured to support concurrent voice and multimedia sessions.

39. The computer readable medium of claim 38, wherein the caller may make selections in either the voice or the multimedia sessions.