Visual Phone Menu State Synchronization
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Conventional phone menus can be cumbersome for callers, as they require listening and responding to voice prompts, which can be inefficient and difficult for users, especially when navigating complex response trees or using devices with limited input capabilities.
Innovation Solution
The system provides an option for callers to switch between voice response systems and visual phone menus, allowing navigation through a visual interface on a client device, with state information saved to enable seamless transitions between the two, using a hosted PBX and VPM server to manage call routing and menu structures.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If callers use conventional voice response phone menus, then the system can handle calls with automated voice prompts, but the navigation becomes cumbersome and difficult for users
Solution Approach 1:
The patent replaces the voice-based interaction mechanism with a visual interface displayed on the caller's device screen. Instead of listening to and responding to voice prompts through audio channels, callers view visual menu options and navigate using their device's interface (touchscreen, keyboard, or other input methods), significantly improving ease of navigation for complex response trees
Solution Approach 2:
The patent adds a visual dimension to the traditionally audio-only phone menu system. By displaying menu options, navigation paths, and status information on the caller's device screen, the system provides spatial and visual cues that make navigation more intuitive and reduce the time required to complete call routing
2Productivity
If callers navigate complex response trees using voice prompts, then call routing can be achieved, but the process becomes inefficient and difficult
Solution Approach 1:
The patent substitutes voice-based navigation with visual display and interaction through the caller's device interface. The visual phone menu presents the response tree structure in a readable, scrollable format that allows callers to understand the complexity of the routing system without being overwhelmed by audio prompts, thereby improving productivity even for complex response trees
Solution Approach 2:
The patent creates a visual copy or representation of the voice response system's menu structure on the caller's device screen. This visual copy allows callers to see the available options, current position in the response tree, and navigation paths without needing to parse through multiple levels of voice prompts, making complex routing structures more manageable
3Loss of time
If callers use visual phone menus on client devices, then navigation becomes easier and faster, but additional system components and infrastructure are required
Solution Approach 1:
The patent makes the existing PBX and response tree system multi-functional by adding visual menu delivery capability to the traditional voice-only system. The same call routing logic and response tree structure serve both voice-based and visual-based interactions, allowing the system to handle different interaction modes without requiring separate routing systems, thereby reducing the net increase in system complexity
Solution Approach 2:
The patent introduces a visual menu delivery component that acts as an intermediary between the caller's device and the voice response system. This intermediary translates the response tree structure into visual format for display on the caller's device while maintaining compatibility with the existing PBX and voice prompt system, reducing the complexity burden by leveraging existing infrastructure
Data Source
AI summary
Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for providing access to a visual phone menu is disclosed. One of the methods includes receiving a call request transmitted from a calling device to initiate a call to a recipient; saving state information associated with the caller's navigation through a voice response system; providing an option for the caller to select between receiving a visual phone menu (VPM) or continuing to listen to the voice response system menu; receiving a selection of the option to receive the VPM; providing the VPM to a client device including providing state information associated with the caller's navigation through the voice response system prior to the selection; and using the state information when the caller navigates back in the response tree using the VPM.