WO2000044158A1

WO2000044158A1 - Visual voice tree for computer-based telephony

Info

Publication number: WO2000044158A1
Application number: PCT/US1999/017624
Authority: WO
Inventors: Robert Barritz
Original assignee: Isogon Corporation
Priority date: 1999-01-21
Filing date: 1999-08-03
Publication date: 2000-07-27
Also published as: AU5254199A

Abstract

A computer-based telephone which includes a software facility which allows the computer to receive (from a similarly equipped computer) a visually perceivable voice tree. The visual perceivable voice tree is in the form of a menu of telephone addresses which the caller can easily select by keying a number or by clicking on the item with a computer mouse, to thus immediately obtain access to the particular person/department in a large organization, without having to listen to lengthy voice tree menus.

Description

VISUAL VOICE TREE FOR COMPUTER-BASED TELEPHONY

BACKGROUND OF THE INVENTION

The present invention relates to telephony and, more particularly, to computer-based telephony which is enhanced by incorporating therein a visual voice tree.

Telephone instruments are becoming more and more sophisticated. Recently, there have been introduced telephone instruments which are coupled to telephone networks via personal computers. These instruments rely on the built-in capabilities of personal computers to dial telephone numbers and to establish voice communication paths. Accordingly, there now exist personal computers which are equipped with telephone handsets and which allow telephone numbers to be dialed and conversations to be carried on via telephone handsets that are connected to personal computers.

Technological advances and the desire to reduce personnel costs have ushered in a new era wherein business establishments (and some individuals) have installed in their businesses automatic answering machines that play to the caller a voice menu or tree. The voice menu asks the caller to identify and select the party or department which the caller wishes to reach, typically by keying a particular number. To many, these voice trees have been a source of irritation and frustration because of the long time it takes to listen to lengthy pre-recorded voice trees. SUMMARY OF THE INVENTION

It is an object of the present invention to provide a visual voice tree for computer-based telephony. It is another object of the invention to obviate the need to listen to lengthy telephone voice tree messages.

Yet another object of the invention is to provide more sophisticated and more user friendly telephone communication. The foregoing and other objects of the invention are realized in the form of personal computer (PC) based telephone or telephones which communicate with similar computer-based telephones, display a visually-rendered voice tree and allow the caller to make an immediate, virtually instantaneous selection of the department or person or party with whom he or she wishes to speak. The invention obviates the problem of impatient callers who become frustrated when they have to listen to lengthy telephone voice trees. The difficulty of some who forget several of the selections by the time they get to the bottom of the list is similarly eliminated by the invention. The invention reduces the personnel costs of businesses which have to now handle the problem of easily irritable persons who do not want to hear the voice tree and immediately jump ahead and dial for the operator.

In another embodiment, the calling telephone may incorporate within it a microprocessor chip set and a local LCD or similar display for displaying the voice tree, selections being made through the dial pad of the telephone instrument.

A voice-tree is only one example of the kind of data displayed and processed. Other types of data can be displayed such as account information and information which allows the caller further, more detailed menus. The invention allows various types of interactions between the calling and called telephones, including the exchanging of data files between the calling and called instruments.

In accordance with a still more elaborate embodiment of the invention, a call may be placed from one instrument as a prelude to setting up an Internet communication protocol between the calling and called instruments, so that the called person can talk to the caller and verbally communicate information which then results in the called party directing specific information over an Internet Web page to the calling PC-based telephone.

Other features and advantages of the present invention will become apparent from the following description of the invention which refers to the accompanying drawings.

BRIEF DESCRIPTION OF THE DRAWINGS

Figure 1 shows a PC-based telephone with a voice tree display.

Figure 2 is a block diagram of a software program which controls the operation of the invention. Figure 3 is a layout of a particular embodiment of the present invention, which is enhanced by providing a communication channel over the Internet.

Figure 4a shows a conventional telephone handset with a voice tree on a local display.

Figure 4b shows the handset of Figure 4a with a display that is located on the back panel of the telephone handset. Figure 5a is a block diagram of system hardware that can be included in the telephone handset of Figures 4a and 4b.

Figure 5b is an overall block diagram of software for running the hardware of Figure 5a.

Figure 6 is a further block diagram of a software program which is instrumental in the operation of the invention.

DETAILED DESCRIPTION OF EMBODIMENTS OF THE INVENTION

Figure 1 depicts an otherwise conventional personal computer 10, in this case a laptop or palm- size computer with a foldable display 12. The computer 10 has a keyboard 14, and as illustrated a built-in telephone instrument 16, which is connected by a cord 18 to the computer. Alternatively, the invention contemplates a system with a detachable telephone 20 which is connected via its cord 22 and a telephone jack 24 to the computer 10.

The illustrated computer and its telephone 16 or 20 are conventional in every respect and intended to cover any known or to be developed computer and telephone combinations, including a system where a telephone instrument is embedded within the computer itself and the computer is used in a hands free fashion, e.g. via the keyboard 14 or the like.

The present invention is characterized by the special software programs resident in the computer 10 which allow the display of a visually-perceivable voice tree 30 on the computer display 12, as shown.

For example, when the telephone handset 16 is used to call another party (and that party has the system of the present invention) , the called telephone transmits to the computer 10 a data packet which produces the voice tree 30 on the caller's computer display 12.

The advantages of the voice tree 30 are self evident. For example, the caller can enter any extension number at any time, as indicated at 32. Alternatively, because the computer 10 has a full alphanumeric keyboard 14, the caller can type the name of any individual or department, as indicated at 34, and thus save much time and be less frustrated. If desired, the caller may select one or more of the more often called departments listed on the display by simply entering the numerical designation thereof, e.g. "1" for the service department, "2" for the department handling new orders; "3" for billing; "4" to reach the product delivery department. Numeral 5 allows the individual to leave a message in a general message box.

Note that the visual voice tree 30 provides the option of contacting an operator or a receptionist when this is desired. This can be done by dialing a single digit, for example 7. Alternatively, in order to discourage individuals from habitually attempting to reach a receptionist (which tends to increase the personnel costs of large organizations) , the code for the receptionist may be several characters long, for example *RECPT. Also, the voice tree 30 may include a selection (numeral 8) which comprises the company directory of individuals and departments, which when dialed, allows the individual to either scroll through the directory and/or to carry out a search by typing specific searching terms for example "refrigerator parts" .

The present invention also encompasses the expedient of including voice recognition circuitry which allows an individual to merely utter the numerical selection and thereby become connected to a desired department, group, individual and the like, without having to use the computer keyboard or telephone keypad. The present invention further takes advantage of the versatility of the personal computer by incorporating features that permit the caller to automatically transmit from the calling telephone to the called telephone an electronically encoded voice message, data file or the like. For example, large companies such as airlines which receive thousands of calls in the form of complaints, requests for refunds and the like, may include in their voice menu a selection for leaving a message in the form of a data file, e.g. a letter. Thus by making the particular selection and then pressing a specific combination of keys on the keyboard 14, the PC 10 will transmit to the called PC either a pre-drafted data file or allow the caller to type a letter, then press a transmit button and have the letter transmitted to the called telephone.

The computer at the receiving end then enables the called party to either listen to such messages by incorporating presently available software which can "read" a text file and convert it to audible tones. The received data file can thus be played back directly from the computer or heard from a remote location, similar to an answering machine. Alternatively, the received data files can be printed out as text files or redirected to the responsible person/department within the organization for reply and the like. This increases the efficiency of operations for such organizations as airlines, government offices and the like. The present invention can be implemented with software that is resident in the computer 10 for operating the computer both as a calling telephone and as a called telephone, in accordance with the block diagram of Figure 2.

The preferred software program proceeds from the start block 50 to a decisional module 52 which determines whether an off hook mode has been initiated in order to place a call or whether the telephone is ringing in response to a call from another computer. Assuming a call mode, the program initiates the procedures at software block 54 to handle the call and thereafter at block 56 allows the called telephone number to be received and dialed either from the keyboard of the computer or from the handset or by selecting a number stored in and displayed by the computer.

Software module 58 awaits receipt of an acknowledgement from the called telephone that the called telephone is equipped with the software of the present invention. If no such indication is received within about a few milliseconds, the software assumes that the called telephone is an ordinary telephone instrument and proceeds from decisional block 60 to await the end of the call at 62, which it expects to be a conventional, non-computer call. When the caller hangs up, the software notes that event at 64 and thereafter returns to the start block 50. If an acknowledgement is received that the instrument on the other end is a device equipped with the system of the present invention, the calling computer accepts data at software block 66 in the form of the voice tree 30, stores it in its memory, and displays it on the screen/display 12. More generally, a graphical display permitting the user to select values (e.g., data comparable to voice tree selections or callee extensions) and/or to enter and transmit data, for example the callers name, account number or passcode. If requested, the computer 10 is also able to transmit data to the called computer as indicated by software block 68. Throughout, the computer 10 monitors whether either of the calling or called parties has terminated the call as indicated at 70. If the call has been terminated, the software program ends the operation at 72 and returns to the start module 50.

In the answering mode, the computer 10 has detected an incoming call which it answers by placing itself in an off hook condition and by transmitting to the calling telephone a signal identifying itself as a device that is equipped with the software of present invention, as indicated at 82. Thereafter, at decisional block 84, the computer waits to receive an acknowledgement that the calling device is similarly equipped. If it does not receive such indication, it merely waits for the call to end and takes no further steps, as indicated at 86 and 88. If, however, the call has been verified as a computer to computer telephone call, the receiving computer transmits voice tree 30, as indicated at 90, and awaits receipt of specifically selected numerical characters which indicate the caller's selection of a person, department etc. whom he/she wishes to reach. A selection might result in a new graphical display being received. Thereafter the software proceeds by making the internal telephone connection to the particular person/department etc. as indicated at 92. All the while, the computer 10 continues to monitor whether the telephone connection is still active as indicated by block 94. If the call has terminated, the software proceeds to the end block 96 as indicated.

The presentation in the preceding pages serve primarily to convey to the reader the gist of the concept underlying the present invention. In the practical world, various adaptations and alternatives are possible as described further on below. Referring to Figure 3 and recognizing that the vast majority of telephone owners are individuals or small businesses which do not need to provide to callers selection menus, the block 100 represents the universe of simple telephone instruments used by multitudes of people to place calls including to call large organizations such as government offices, air lines, companies with nationwide distribution channels and the like. These individuals place calls via conventional telephone carrier lines 114 to these companies, each of which typically comprises (or may comprise) a telephony server 102 for answering telephone calls. The server 102 contains the software for providing visual voice trees (as previously described with reference to Figure 2) to the individual telephones 100. Upon receiving the appropriate selection from the telephones 100, the server 102 effects a connection to local telephone extensions 104. Reference numerals

106/108 and 110/112 represent corresponding telephony servers and local telephone extensions at different businesses, or additional telephony servers within the same organization. Thus, the system depicted in Figure 3 can be viewed as a "client/server" system, with the client being typically a desktop computer, and the server being a computer-based central telephone system able to communicate with many clients concurrently. In such a configuration, it is expected that the "answer mode" portion of the flow chart of Figure 2 would be resident only within the server devices 102, 106...110.

It should also be understood that the voice- tree of Figure 1 represents but one example of the kind of data displayed and processed. Intrinsically, any type of data which might be visually displayed on the client's computer monitor is feasible. It suffices that a selection can be made (by typing or mouse clicking) , or data entered (such as account information) , with the resultant selection or data transmitted to the server. Moreover, after the user makes a choice or enters some data, the result is not always that some number is immediately dialed. Rather, the client's computer which might be associated with the telephones in the universe of telephones 100 might receive another set of data to display. For example, "click 1 for service, 2 for sales or 3 for billing". The user clicks 2 and this results in another display such as "click 1 for auto sales, click 2 for lawnmower sales, click 3...", and so on with successive trees, until the objective is reached.

Even during the course of the voice exchange, as after, for example, the sales department has been selected and reached, the invention permits the telephony server 102 (receiver of the call) to do something that results in a signal (or data) being sent to the client computer that results in more data being displayed. In other words, the interaction between the client and server computers can take place at any time, augmenting the voice exchange. Thus, the range of possibilities is not limited to the specific flow chart which is depicted in Figure 2. Further by reference to Figure 3, the invention includes the expedient whereby a display of information via the Internet 120 (or World Wide Web) on the client (caller) computer can be initiated by and coordinated with the phone calls placed by the client. Note that the phone call may be placed over a conventional, voice phone lines 114 or possibly via the Internet 120, the lines 116 representing the communication lines which carry the Internet data traffic.

There are various ways in which to allow the bank of telephones 100 to communicate with the servers 102, 106...110, both over the conventional telephones 114 and over the Internet lines 116. In one method, the client computer accesses the appropriate Web site at the same time that it places the phone call. The appropriate information (such as a visual voice tree, company directory, etc.) is returned to the client computer as a Web page (or a set of Web pages) . The caller can then make his/her selection or enter data, which may be routed to either the Web site or to the telephony server 102, as appropriate.

In the previous method, the client computer must know both the telephony server's phone number and the URL of the associated Web site. As a refinement, only the telephony server is initially dialed over the conventional telephone hookup 114. The server 102, 106 etc. then returns to the client computer the appropriate Web address (URL) information (including variable information as appropriate) , allowing the client or caller to access the associated Web site.

Another variation on the above method includes the telephony servers 102, 106 etc. returning to the client computer, along with the Web site's URL, a session-unique token that the client computer then uses in accessing the associated Web site, allowing the Web server to know exactly which client is requesting information, so that only appropriate information is displayed. For example, if a human controller electronically attached to the telephony server 102, after conversing with a caller, is satisfied as to their identity and right to access information, that person can cause an appropriately encrypted token to be sent to the client computer which, when subsequently used in communications with the Web site, will allow the client computer to access the caller's unique account information. This can be very useful when calling a bank, or checking on parts that have been ordered and the like. As yet a further embodiment of the invention, the client computer is able to access the telephony servers 102, 106...110, but takes no active steps to access the corresponding Web site. Rather, the telephony server at the receiving end communicates with an Internet server, which makes use of Internet

"push" technology to send the appropriate Web pages to the client computer. "Push" technology refers to servers which automatically search for information of a particular kind and select and electronically mail that information to persons or entities which have requested to be continuously updated as to such information.

At any time during the telephone session or conversation, information can be passed back and forth between the client computer 10 (Fig. 1) , telephony server 102 and the Internet server (not shown) , allowing the Web page displayed to be changed or modified as appropriate. Furthermore, a human operator at the receiving end of the telephone conversation is enabled to view appropriate information on his/her own computer and control what information is passed to the client computer over the telephone connection, or displayed via the Internet on the client computer 10. Notwithstanding the embodiment of the invention shown in Figure 1, it is not necessary that the telephone instrument be, per se, connected with a bona fide personal computer such as a desktop, laptop or notebook computer or the like. Figure 4a shows a basically known telephone handset 130 which comprises an LCD display 132, a keyboard 134 and a microphone 136. A rear view of the same telephone handset 130 is depicted in Fig. 4b, including its cord 142 and a novel, large LCD display 138 which is disposed on the rear of the telephone and whose larger size e.g. about 1" by 2 to 5", is more suitable for accommodating the text of a menu 140 that is similar to the voice tree 30 of Figure 1.

The telephone 130 of Figures 4a and 4b is novel in that it includes a circuit whose block diagram is illustrated in Figure 5a and associated software in Figure 5b. This telephone includes such (essentially known) circuitry as a DTMF (Dual Tone Multiple Frequency) circuitry 150 for receiving character codes sent over conventional telephone wires which are supplied to a microprocessor 152 which in turn operates in conjunction with software stored in a memory 154. The memory 154 may contain, in known manner, a non-volatile memory which stores a computer program as well as read/write memory which may be in the form of RAM or electrically alterable memory, again in well known manner. The microprocessor 152 receives characters which are transmitted over the telephone lines and thereafter creates a display format which is inputted to a driver 156 which then drives the display 132 (Figure 4a) or 138 (Figure 4b) .

With reference to Figure 5b, it is not necessary for the invention that the instrument shown in Figures 4a and 4b actually establish an electronic handshake procedural protocol with, for example, the telephone servers 102, 106...110 of Figure 3. Thus, the telephone instrument 130 comprises a rather simple and efficiently implemented software loop which starts at software block 160 and thereafter merely listens and monitors the receipt of information from any computer, to be displayed in accordance with a predetermined format. Thus, in the decision block 162 if no data, i.e. voice tree, is received, the program loops endlessly as indicated by the arrow 163. However, if a voice tree is received (which is recognized due to its conformance to an expected data packet format) , the program simply receives the information and displays the menu tree on the display 132 (or alternatively on the display 138) , as reflected by software block 164.

Preferably, the driver 156 may be also connected to the speaker 157 of the telephone instrument. The software is set up such that when the voice tree is transmitted from any of the telephony servers 102, 106...110, the microprocessor 152 generates an audible alert, e.g. in a form of several beeps or a chirp, alerting the user to look at his display for a menu tree. Thus alerted, the user knows to make a selection from the voice tree as heretofore described.

A further embodiment of a software flow chart for the telephony servers, 102, 106...110 of Figure 4 is shown in Figure 6. Software block 170 answers a call from any source and automatically transmits an identification signal eliciting a response from the calling telephone to ascertain whether that telephone is equipped with the software of the invention as indicated at software block 172. At decisional block 174, the telephony server 102 awaits an answer (or possibly the lack thereof) and thus determines the type of telephone instrument making the call. If it is a non-responsive type, the telephony server 102 proceeds to software block 176, where it merely sends out a menu tree in the form of a data burst that will be transparent or barely audible to the caller. At the same time it also begins to play the conventional voice tree audio message. However, if the caller has the telephone of Figure 4a, he or she will know to make a selection which will cause the server to immediately terminate the audible voice tree and complete the call. Once that was done the program proceeds to the end block 178.

Alternatively, if the telephony server 102 shall have received an indication that the calling telephone is communicating through a more elaborate computer, the program proceeds to block 180 which starts a software routine that begins with the transmission of the menu tree at 180, or a data file, Web page and the like since the present invention is not limited to systems which transmit menus trees. At 182, the program awaits receipt of a selection of a particular function. The blocks 184, 186...192 represent different functions performed by the telephony servers 102, 106...110. For example, at block 184 the program is in a mode ready to receive data from the calling computer including such information as the ID of the caller. At software block 186 the program may attend to the task of sending a Web page to the calling computer as heretofore described. Other functions that have been previously described, such as transmitting to the calling telephone a URL, effecting a connection or sending a token or a password are represented by the software blocks 188, 190 and 192, respectively. The following further observations are applicable to the present invention. It is extremely beneficial for a user to have access to one or more Internet Web sites at the same time that they are conducting a voice conversation. Data can be conveniently viewed or downloaded from a Web site by the users, often at higher speeds than a typical telephone connection would allow. The users can enter data that can be captured by the Web site. Having a concurrent voice conversation coordinated with the Web access allows the person (s) at the Web site to direct the users as to what to do, to control the behavior of the Web site, to insure that the Web site supplies to the users only the information that a particular user is authorized to access, etc. This limited information can be personal account data or, as another example, information to control the delivery of the appropriate marketing information that might relate to the users' inquiry. Use of the Internet and World Wide Web facility in this way capitalizes on the extensive infrastructure that exists in this area, while using the telephone for the basic voice communication.

Note that in the preceding description whenever reference is made to placing a phone call, such reference covers phone calls placed over the Internet or by any other mode presently known or which may be developed for establishing a telephone connection. As previously mentioned, the invention is not limited to a caller entering a single or two digits for making a particular selection. The invention encompasses the user entering data, such as the user's name, or account number and the like. The data is then transmitted from the calling telephone/computer to the telephony server. The voice tree need not be strictly in the form heretofore described. Instead, it can be any kind of graphical data allowing the selection of choices and/or the input of data. The software of the present invention may also allow for concurrently connecting to both the telephony server 102 over conventional telephone lines as well as via any Internet channel which is established by the dialing of a URL (Universal Resource Locator) to establish an Internet path.

As alluded to previously, in one embodiment of the invention, the conventional voice call is placed first and thereafter an operator associated with the telephony servers 102, 106...110 causes a password or a token to be transmitted to the calling telephone (with or without the URL) , to thus enable the calling telephone to establish the Internet connection. Still further, the software of the present invention may include a module which queries the calling computer as to its URL or e-mail address and then calls that number automatically, so that the telephone call for establishing the Internet connection is initiated at the server end. As described above, it should be apparent to the reader that the present invention described a system which is sufficiently versatile to allow complete freedom in exchanging data between the caller and calling instruments and that the password passed from the called instrument to the calling instrument can serve to uniquely identify the "session" in progress so that the telephony server can transmit directives to the Web site as to the particular information to be transmitted to the particular caller.

In accordance with a further embodiment of the invention, it is not necessary for a personal computer to be inextricably intertwined with a telephone. The invention may be realized with the user establishing a connection between his or her personal computer and the Web site and independently making a phone call using the standalone telephone instrument to a human manning the telephony server. That human gives the user (by voice) a password, which the user types into the PC and transmits it to the Web site. Then, the Web site and the telephony server can communicate, using the password, to exchange information as previously described.

In summary, in accordance with one major aspect of the invention, the system of the present invention displays a voice menu on the display of a calling telephone so that the caller may instantly make a selection without having to wait for the playing out of a lengthy voice message. In accordance with a second key concept of the present invention, an interaction is established between a caller and a telephony server in a manner which allows both voice and data communications to be had simultaneously. Although the present invention has been described in relation to particular embodiments thereof, many other variations and modifications and other uses will become apparent to those skilled in the art. It is preferred, therefore, that the present invention be limited not by the specific disclosure herein, but only by the appended claims.

Claims

WHAT IS CLAIMED IS:

1. A telephone calling system, comprising: a first telephone system for placing telephone calls and including a display; at least one answering computer and a plurality of telephone extensions coupled to the answering computer; and a first software facility resident in the first telephone system for receiving and displaying on the display thereof a voice tree in the form of a menu of a plurality of telephone call selections associated with the answering computer, each selection comprising a separately identifiable element on the display, the answering computer comprising a second software facility for (a) transmitting the voice tree; (b) receiving a call selection; and (c) routing a telephone call to a selected one of said telephone extensions.

2. The system of claim 1, in which each of the elements of the visual voice tree has associated with it a unique numerical selection number.

3. The system of claim 1, including a computer mouse for selecting elements of the voice tree.

4. The system of claim 1, including voice recognition circuitry for recognizing a menu selection made by a caller and transmitting such selection to a called answering computer.

5. The system of claim 1, in which the voice tree includes an element the selection of which initiates the transmitting of a data file to the answering computer.

6. The system of claim 1, in which the voice tree includes a company directory selection and the second software facility includes means for transmitting a company directory.

7. The system of claim 1, in which the second software facility includes a module for controlling printing of the contents of a data file that has been stored in a message box of the system.

8. The system of claim 1, in which the first telephone system comprises a telephone handset with a built-in display which comprises said display.

9. The telephone system of claim 1, further comprising respective software modules in the first and second software facilities for controlling Internet communications between the first telephone system and the at least one answering computer.

10. A telephone calling system, comprising: a first telephone system for placing voice- based telephone calls, the first telephone system including a display; at least one answering computer capable of being called by the first telephone system and establishing a voice call with the first telephone system; and a first software facility resident in the first telephone system for receiving and displaying on the display thereof alphanumeric information transmitted by the answering computer, and simultaneously maintaining voice communication with the answering computer.

11. The system of claim 20, in which the first software facility includes a module which allows a caller to store recorded messages at the answering computer and allows such recorded messages to be transmitted to the answering computer through operation of at least one key.