US 8537989 Device and method for providing enhanced telephony

ABSTRACT – Embodiments of the invention provide a communication device. The communication device comprises a database comprising at least one visual Interactive Voice Response (IVR) menu associated with each of a plurality of destinations. The communication device also comprises means for dialing a phone number of a destination of the plurality of destinations based on a predefined calling information, wherein the predefined calling information is selected from a visual IVR menu associated with the destination; means for receiving information from the dialed destination based on the predefined calling information; and means for displaying the received information.

FIELD OF THE INVENTION

The invention relates to telecommunications and more specifically the invention relates to scheduling a call to an Interactive Voice Response system of a destination in a communication network.

BACKGROUND OF THE INVENTION

Interactive Voice Response (IVR) technology is generally used to detect voice and key inputs from a caller. Various organizations such as banks, insurance companies, and other service providers use IVR technology to manage calls from their customers. Typically, IVR systems are used by organizations that have high call volumes. An objective for implementing the IVR systems is to provide the customers with a quick and good experience. Moreover, the cost of providing the services is reduced. Generally, IVR systems allow a user to interact with an audio response system. The IVR systems can provide prompts to a user and receive touch tone and/or spoken responses on the prompts from the user. Through such IVR dialogue the system collects sufficient information about the user to direct the call to the most appropriate resource, information processing system or the like. Various organizations such as banks, insurance companies, and other service providers use IVR system to manage calls from their customers. Typically, IVR systems are used by organizations that have high call volumes. An objective for implementing the IVR systems is to provide the users or customers with a quick and good experience. Moreover, or the cost of providing the services is reduced.

Typically, in case of an audio IVR menu the user calling the destination may have to listen and follow instructions on the menu to get a desired response or a function performed. Therefore, the process can be time consuming. Moreover, in case the user provides an incorrect input, the complete process may have to be repeated. Further, the IVR menu for an organization may be updated or changed regularly. For example, extension numbers inside an organization may be changed and correspondingly, the extension numbers associated with the IVR menu may be updated. As a result, a frequent user may not be able to reach a desired end by remembering a combination of numbers. Furthermore, the dialed destination may not include the information desired by the user. In such a case, the user may have to call the destination again for retrieving the desired information. Therefore, the user may become frustrated with the IVR systems.

Usually, the IVR menus are same for all the users. Therefore, the customer has to listen them carefully to select the appropriate option. The user may have to wait for long time for receiving information while interacting with the IVR systems. Moreover, sometimes the requested information might not be available at the time when the user calls the destination. Therefore, the user may have to either wait for long time or call again later. For example, the user may desire to talk to a customer care executive of the destination, who is busy at the time of the call. Therefore, the call of the user may be put on hold or he may be asked to call later.

A U.S. Pat. No. 7,460,652, assigned to AT&T Intellectual Property I, L.P., discloses techniques for call routing and communication with a call originator. The call may be received at an automated call handling system. Thereafter, the call is evaluated based on a set of business rules and routed to an interactive voice response unit based on the evaluation. Further, the interactive voice response unit automatically schedules and sends an email to the originator of the call. However, the scheduling of the email is performed after establishing a communication with the automated call handling system. Moreover, the scheduling is performed at the automated call handling system.

In the light of the above discussion, techniques are desired for providing enhanced telephony.

SUMMARY

Embodiments of the invention provide a communication device. The communication device comprises a database comprising at least one visual Interactive Voice Response (IVR) menu associated with each of a plurality of destinations. The communication device also comprises means for dialing a phone number of a destination of the plurality of destinations based on a predefined calling information, wherein the predefined calling information is selected from a visual IVR menu associated with the destination; means for receiving information from the dialed destination based on the predefined calling information; and means for displaying the received information.

A communication device is provided. The communication device comprises a processor. Further, the communication device comprises a memory coupled to the processor. The memory comprises a database comprising at least one IVR menu associated with each of a plurality of destinations. Further, the memory comprises instructions executable by the processor for dialing a phone number of a destination of the plurality of destinations based on a predefined calling information, wherein the predefined calling information is selected from a visual IVR menu associated with the destination, receiving information from the dialed destination based on the predefined calling information, and displaying the received information.

Embodiments of the invention disclose a method for providing enhanced telephony. The method comprises dialing a phone number of a destination of a plurality of destinations based on a predefined calling information, wherein the predefined calling information is selected from a visual IVR menu associated with the destination. Further, the method comprises receiving information from the dialed destination based on the predefined calling information. Furthermore, the method comprises displaying the received information.

An aspect of the invention allows a communication device to call a destination automatically according to the predefined calling information entered by a user.

Another aspect of the invention is to provide a communication device for scheduling a call in a communication network based on the predefined calling information.

Another aspect of the invention is to provide a method for scheduling a call in a communication network.

Yet another aspect of the invention is to provide a method for requesting and receiving information from a destination without any user intervention.

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