Visual interfaces for telephone calls
Incoming calls are received from audio capable devices. A call processing server receives an incoming call from an audio-capable device to a destination number, and detects availability for an ancillary source device linked to the audio-capable device. A set of data is provided to the ancillary source device. The set of data specifies graphical menu options for functions supported by the call processing server. The ancillary source device provides an indication of a selection of one of the graphical menu options. In response to the indication, a call transfer for the incoming call is implemented.
1. A method for communications over one or more wide-band networks in a system having an analytics server and having a data communications server configured to interface with remotely-situated client entities and with the data communications server configured as a private branch exchange (PBX) for data communications routing on behalf of the remotely-situated client entities, the method for processing incoming communication using devices that have graphical display capacities, in which the method comprises:
sending to an analytics server, in response to the data communications server receiving incoming data communications from at least one user device having audio-communication circuitry, communications event messages corresponding to communications routed by the data communications server;
from the analytics server, receiving communications summary metrics that relate to the communications event messages by characterizing the communications routed by the data communications server via a plurality of call-related parameters;
modifying, in response to the communications summary metrics, a set of data that specifies graphical menu options for functions supported by the data communications server;
causing, in response to an indication of a selection of one of the graphical menu options, a communications transfer for an incoming communication; and
providing, based upon the communications summary metrics, predictive information about needs related to the incoming communication, wherein the set of data includes informational data that corresponds to the predictive information.
2. The method of claim 1 , wherein the plurality of call-related parameters are from among the following: call durations, call wait times, call volume, and call transfer sequences.
3. The method of claim 1 , wherein the plurality of call-related parameters are call or communications summary data.
4. The method of claim 1 , wherein the plurality of call-related parameters or the communications summary metrics include quantified aspects of the data communications and past communications history data.
5. The method of claim 4 , wherein the quantified aspects of the data communications and past communications history data indicate previously selected menu options.
6. The method of claim 1 , wherein the graphical menu options are modifiable to include bypass menu options that allow a particular individual to bypass previously-selected menu options.
7. The method of claim 1 , further including prompting or generating the indication of the selection of one of the graphical menu options.
8. The method of claim 7 , wherein the graphical menu options are useable by a particular individual to bypass previously-selected menu options, and further including
identifying, in response to the selection of menu options, predictive information about needs of the particular individual; and
providing, to the particular individual, displayable informational data, other than selectable menu options, that corresponds to the predictive information.
9. The method of claim 1 , wherein the graphical menu options are useable by a particular individual to bypass previously-selected menu options, and further including detecting that the particular individual of the incoming communication is using a particular Voice over Internet Protocol (VoIP) enabled device that has graphical display capabilities, wherein the graphical menu options are for functions supported by the data communications server.
10. The method of claim 1 , further comprising:
creating, based upon the summary metrics, a probabilistic distribution indicating a probability of selecting various graphical menu options during an ongoing data communication.
11. The method of claim 10 , further comprising modifying graphical menu options relative to a default menu based upon the probabilistic distribution.
12. The method of claim 10 , further include providing, to or on behalf of a particular individual, the set of data that specifies graphical menu options and a set of audio prompts that correspond with the graphical menu options.
13. The method of claim 1 , wherein the data communications server includes at least one processing circuit and a memory circuit, the method including generating and sending the communications summary metrics, using the at least one processing circuit.
14. The method of claim 13 , wherein the communications summary metrics are indicative of communications models based on the communications event messages.
15. The method of claim 11 , further including identifying, in response to a selection of the menu option, predictive information about needs of a particular individual; and
providing displayable informational data that corresponds to the predictive information.
16. The method of claim 15 , further including providing adjusted graphical menu options to the particular individual, in response to receiving an incoming data communication from the particular individual, based on the predictive information.
17. The method of claim 1 , wherein the data communications server includes at least one processing circuit and a memory circuit, the method including the step of using the data communications server to generate the communications summary metrics.
18. The method of claim 1 , wherein the data communications server includes at least one processing circuit and a memory circuit, the method including the step of using the data communications server to send text messages over the one or more networks.