Automated attendant multimedia session
View Patent ↗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.
1. A method of assisting callers using an automated response system, comprising:
receiving a SIP message from a caller terminal requesting a communication session;
determining an IP address and at least one caller terminal capability from the SIP message;
accessing a combined user agent database using an identifier associated with the caller terminal to determine if the caller terminal can display selectable multimedia call options; and
transmitting a web page including selectable multimedia call options to the caller terminal when a determination is made that the caller terminal can display selectable multimedia call options.
2. A method as recited in claim 1 , further comprising:
receiving a selection message indicating selection of a multimedia call option at the caller terminal; and
completing a connection to the caller terminal in response to the selection message.
3. A method as recited in claim 2 , wherein the step of completing a connection comprises completing a voice connection to the caller terminal in response to a voice call selection message.
4. A method as recited in claim 1 , wherein the steps of receiving a SIP message and determining an IP address and at least one caller terminal capability are performed by at least one combined user agent.
5. A method as recited in claim 1 , wherein the step of transmitting a web page comprises transmitting a web page from an automated response system.
6. A system, comprising:
a combined user agent configured to:
receive a SIP message from a caller terminal requesting a communication session;
determine an IP address and at least one caller terminal capability from the SIP message;
access a combined user agent database using an identifier associated with the caller terminal to determine if the caller terminal can display selectable multimedia call options; and
transmit a web page comprising selectable multimedia call options to the caller terminal when a determination is made that the caller terminal can display selectable multimedia call options.
7. A system as recited in claim 6 , wherein the combined user agent is further operable:
to receive a selection message indicating selection of a multimedia call option at the caller terminal; and
to complete a connection to the caller terminal in response to the selection message.
8. A system as recited in claim 7 , wherein the combined user agent is operable to complete a voice connection to the caller terminal in response to a voice call selection message.
9. A system as recited in claim 6 , wherein the combined user agent is operable to transmit the web page comprising selectable multimedia call options by forwarding a web page received from an automated response system.
10. A system as recited in claim 6 , further comprising an automated response system, the automated response system being coupled to the combined user agent and operable to transmit a web page comprising selectable multimedia call options to the combined user agent to be forwarded to the caller terminal.