Communication of information during a call

• US 9,083,795 B1
• Filed: 10/21/2013
• Issued: 07/14/2015
• Est. Priority Date: 04/21/2010
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (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:
  US14/058,661
• Time in Patent Office: 631 Days
• Field of Search: 379/88.13, 379/88.17, 704/231, 704/270.1
• US Class Current: 1/1
• 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 comprising:

establishing a data communications session between an application server associated with a content handling system that is configured to provide a service and a communications device that is requesting the service, wherein the data communications session is established between the application server and an application that is invoked on the communications device;

identifying, by the application server, a contact number of the communications device;

communicating the identified contact number from the application server to an interactive voice response (IVR) system of the content handling system;

establishing, using the IVR, a voice communications session with the communications device using the identified contact number, wherein the voice communications session is established concurrently with the data communications session;

executing, by the IVR, content of one or more voice pages to exchange voice information with the communications device via the voice communications session; and

executing, by the application server, content of one or more multimedia pages to communicate multimedia information to the communications device via the data communications session.

2. The method of claim 1, wherein executing, by the application server, content of one or more multimedia pages comprises executing the content of one or more multimedia pages to communicate one of text, image, or video information to the communications device.

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, wherein establishing, using the application, the data communications session between the application server and the communications device comprises:

displaying, using the application on the communications device, a single-field or a multi-field form;

receiving, from a user associated with the communications device, information entered into the form; and

providing, by the application, the entered form information to the application server during the data communications session, wherein the application server is configured to identify the contact number of the communications device based on the entered form information.

11. A system comprising:

an application server associated with a content handling system that is configured to provide a service, wherein the application server includes instructions that, when executed by a processor, are configured to cause the processor to perform operations comprising;

establishing a data communications session between the application server and a communications device that is requesting the service, wherein the data communications session is established between the application server and an application that is invoked on the communications device;

identifying, by the application server, a contact number of the communications device;

communicating the identified contact number from the application server to an interactive voice response (IVR) system of the content handling system;

establishing, using the IVR, a voice communications session with the communications device using the identified contact number, wherein the voice communications session is established concurrently with the data communications session;

executing, by the IVR, content of one or more voice pages to exchange voice information with the communications device via the voice communications session; and

executing, by the application server, content of one or more multimedia pages to communicate multimedia information to the communications device via the data communications session.

12. The system of claim 11, wherein executing, by the application server, content of one or more multimedia pages comprises executing the content of one or more multimedia pages to communicate one of text, image, or video information to the communications device.

13. The system of claim 11, 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.

14. The system of claim 11, 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.

15. The system of claim 14, 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.

16. The system of claim 11, 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.

17. The system of claim 16, 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.

18. The system of claim 11, 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.

19. The system of claim 11, 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.

20. The system of claim 11, further comprising the communications device, wherein establishing, using the application, the data communications session between the application server and the communications device comprises:

displaying, using the application on the communications device, a single-field or a multi-field form;

receiving, from a user associated with the communications device, information entered into the form; and

providing, by the application, the entered form information to the application server during the data communications session, wherein the application server is configured to identify the contact number of the communications device based on the entered form information.