System and method for providing access to a visual phone menu
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.
1. A method for accessing a response tree in a voice response system, comprising:
receiving a call from a calling device to the voice response system;
tracking state information corresponding to accessing the response tree by voice prompts, wherein the state information includes information about a path navigated through the response tree by the voice prompts;
switching the call from accessing the response tree using voice prompts to accessing the response tree using a visual phone menu (VPM) using the state information; and
using the information about the path navigated through the response tree by the voice prompts to facilitate backwards navigation in the response tree using the VPM.
2. The method of claim 1 , wherein switching the call from accessing the response tree using voice prompts to accessing the response tree using the VPM comprises:
providing an option for a caller to select between receiving the VPM or continuing to access the response tree by voice prompts;
receiving a selection of the option to receive the VPM; and
switching the caller to accessing the response tree using the VPM in response to receiving the selection.
3. The method of claim 2 , wherein providing the option includes providing the caller a voice prompt indicating that the VPM is available.
4. The method of claim 1 , wherein switching the call from accessing the response tree using voice prompts to accessing the response tree using the VPM comprises:
providing the VPM to a client device.
5. The method of claim 4 , wherein the client device is the same as the calling device.
6. The method of claim 4 , further comprising:
receiving selections from the client device of menu items in the VPM and traversing the response tree based on the received selections.
7. The method of claim 1 , wherein switching the call from accessing the response tree using voice prompts to accessing the response tree using the VPM comprises:
determining to switch the call based on a depth or complexity of the response tree.
8. The method of claim 2 , further comprising:
tracking state information associated with navigation of the response tree using the VPM;
providing an option for a caller to select to return to accessing the response tree using voice prompts;
receiving a selection of the option to return to accessing the response tree using voice prompts; and
using the state information associated with the navigation of the response tree using the VPM when the caller accesses the response tree using voice prompts.
9. The method of claim 1 , further comprising:
prior to switching the call, determining whether a VPM is available for the response tree.
10. The method of claim 9 , further comprising:
determining that a VPM is not available for the response tree;
obtaining data defining a structure of the response tree; and
generating, from the data defining the structure of the response tree, a VPM for the response tree.
11. A system comprising one or more computers and one or more storage devices storing instructions that when executed by the one or more computers cause the one or more computers to perform operations for accessing a response tree in a voice response system, the operations comprising:
receiving a call from a calling device to the voice response system;
tracking state information corresponding to accessing the response tree by voice prompts, wherein the state information includes information about a path navigated through the response tree by the voice prompts; and
switching the call, from accessing the response tree using voice prompts to accessing the response tree, using a visual phone menu (VPM) using the state information; and
using the information about the path navigated through the response tree by the voice prompts to facilitate backwards navigation in the response tree using the VPM.
12. The system of claim 11 , wherein switching the call from accessing the response tree using voice prompts to accessing the response tree using the VPM comprises:
providing an option for a caller to select between receiving the VPM or continuing to access the response tree by voice prompts;
receiving a selection of the option to receive the VPM; and
switching the caller to accessing the response tree using the VPM in response to receiving the selection.
13. The system of claim 11 , wherein switching the call from accessing the response tree using voice prompts to accessing the response tree using the VPM comprises:
providing the VPM to a client device.
14. The system of claim 13 , the operations further comprising:
receiving selections from the client device of menu items in the VPM and traversing the response tree based on the received selections.
15. The system of claim 11 , wherein switching the call from accessing the response tree using voice prompts to accessing the response tree using the VPM comprises:
determining to switch the call based on a depth or complexity of the response tree.
16. The system of claim 11 , the operations further comprising:
tracking state information associated with navigation of the response tree using the VPM;
providing an option for a caller to select to return to accessing the response tree using voice prompts;
receiving a selection of the option to return to accessing the response tree using voice prompts; and
using the state information associated with the navigation of the response tree using the VPM when the caller accesses the response tree using voice prompts.
17. The system of claim 11 , the operations further comprising:
prior to switching the call, determining whether a VPM is available for the response tree.
18. The system of claim 17 , the operations further comprising:
determining that a VPM is not available for the response tree;
obtaining data defining a structure of the response tree; and
generating, from the data defining the structure of the response tree, a VPM for the response tree.
19. A non-transitory computer storage medium encoded with a computer program, the computer program comprising instructions that when executed by one or more computers cause the one or more computers to perform operations for accessing a response tree in a voice response system, the operations comprising:
receiving a call from a calling device to the voice response system;
tracking state information corresponding to accessing the response tree by voice prompts, wherein the state information includes information about a path navigated through the response tree by the voice prompts; and
switching the call, from accessing the response tree using voice prompts to accessing the response tree using a visual phone menu (VPM), using the state information; and
using the information about the path navigated through the response tree by the voice prompts to facilitate backwards navigation in the response tree using the VPM.