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WO2000045577A1 - Systeme et procede permettant de gerer les messages transmis par telephone - Google Patents

Systeme et procede permettant de gerer les messages transmis par telephone Download PDF

Info

Publication number
WO2000045577A1
WO2000045577A1 PCT/US2000/001551 US0001551W WO0045577A1 WO 2000045577 A1 WO2000045577 A1 WO 2000045577A1 US 0001551 W US0001551 W US 0001551W WO 0045577 A1 WO0045577 A1 WO 0045577A1
Authority
WO
WIPO (PCT)
Prior art keywords
message
user
messages
database
server node
Prior art date
Application number
PCT/US2000/001551
Other languages
English (en)
Inventor
Stephen C. O'neal
George Alexis Terry
Original Assignee
International Thinklink Corporation
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by International Thinklink Corporation filed Critical International Thinklink Corporation
Publication of WO2000045577A1 publication Critical patent/WO2000045577A1/fr

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/53—Centralised arrangements for recording incoming messages, i.e. mailbox systems
    • H04M3/533—Voice mail systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/006—Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP), including next generation networks with a packet-switched transport layer
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/12—Arrangements for interconnection between switching centres for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal

Definitions

  • the invention relates to phone sourced messages. More specifically, the invention relates to storage and manipulation of received voice mail and facsimile messages.
  • Prior art voice mail and facsimile messages have been largely phone centric message types.
  • voice mail after a certain number of rings, the caller will receive an audio prompt prompting them to leave a message. The caller then speaks into the phone the message they want to leave.
  • the voice mail system saves a digital representation of the voice message which can be played back at a later time.
  • a user checks their voice mail by dialing a predetermined number. The voice mail system will typically prompt the user for a passcode before advising the user of the number and currency of existing messages. This may take the form of a computer-generated voice saying, e.g., "you have one new message and three saved messages.” The computer-generated voice then prompts the user to press a particular button to hear new messages or saved messages.
  • a new message Upon review of a new message, it may be deleted or saved. Similarly, a saved message can be deleted or resaved after reviewing it.
  • saved messages are retained only for a limited amount of time before the system deletes them automatically.
  • Most voice mail systems sort the voice mails chronologically based on time and date of receipt. Thus, as the number of voice mails increases traversing linearly through the voice mails to find a particular saved voice mail becomes increasingly time consuming. With the increase in time also come increases in cost in the event that the voice mail check is being made long-distance.
  • Facsimile messages are similarly transmitted over the telephone lines either to a standard fax machine or to a computer equipped with special fax software and a fax modem.
  • the facsimile is transmitted in a Tag Image File Format (TIFF).
  • TIFF Tag Image File Format
  • the facsimile and voice mail are discrete systems with little or no association between them from a user's standpoint. This requires the user to learn two systems, including access codes, if necessary, and associated software in order to maximally utilize the system.
  • a method and system to manage phone sourced messages is disclosed.
  • a server node receives a phone sourced message and stores the body of the message in a file server.
  • a user modifiable field (UMF) is associated with the message.
  • Other information about the message may also be associated with the message. Such information may include message status, importance, time and date received, size, and sender.
  • the sender may, for example, be determined using caller ID or because the sender attached a return phone number.
  • the association and field are stored in a database.
  • the user may access the message over a network through, e.g. a general purpose computer.
  • the phone sourced messages may be managed through the computer's graphical user interface in a manner similar to conventional e-mail management.
  • a listing of messages may then be presented to a user, including the UMF and other associated information about the message.
  • the UMF may, for example, may be used to store information about the message source or content. This allows a user to sort and/or search by content of the UMF. Additionally, phone sourced message foldering may be supported.
  • Figure 1 is a block diagram of a system of one embodiment of the invention.
  • Figures 2a and 2b are flow diagrams of voice mail receipt and retrieval.
  • Figures 3 a and 3b are flow diagrams of facsimile message receipt and retrieval.
  • Figure 4 is a template of a voice mail message list downloaded to the user node in one embodiment of the invention.
  • Figure 5 shows the template of Figure 4 sorted alphabetically by subject.
  • Figure 6 shows a template for fax messages analogous to that shown in Figure 5.
  • Data-centric network a network that carries digital data, primarily to facilitate information exchange among computers and computer peripherals. Examples include distributed computer networks such as the Internet.
  • Telephony-centric network a network that carries telephony information such as voice, fax, page messages, and the like, primarily to facilitate information exchange among telephony devices.
  • Message a communication which may be transmitted via either the data-centric network or the telephony-centric network. Examples include voicemail, e-mail, facsimile, page, and the like.
  • Telecommunication device POTS telephone, cellular telephone, satellite telephone, web telephone, PC (desktop and laptop), web surfer, personal digital assistant (PDAs), facsimile machine, teletype, modem, video telephone, set top telephone.
  • Web telephone a telephone implemented via a computer that is coupled to the data-centric network. An example is a PC with microphone, speaker and internet connection.
  • Set top telephone a telephone set coupled to a cable-based set top box, bypassing the local telco provider.
  • the cable-based system may be provided by, for example, WebTV, TCI cablevision.
  • Web surfer an Internet-ready PC with a network connection and pre-installed web browser.
  • PDA personal digital assistant, e.g., Palm Pilot available from 3COM.
  • PSTN Public Service Telephone Network, e.g., AT&T, MCI, Sprint-owned telco
  • GUI graphic user interface
  • NOC Network Operations Center
  • POP point of presence, e.g., co-location at a local telco switch or at a company controlled area with Tl connections to a local switch.
  • Thin Web Client Any device that is capable of accessing the Internet. GENERAL DESCRIPTION OF AN EMBODIMENT
  • the present invention also relates to apparatus for performing the operations herein.
  • This apparatus may be specially constructed for the required purposes, or it may comprise a general purpose computer selectively activated or reconfigured by a computer program stored in the computer.
  • a computer program may be stored in a computer readable storage medium, such as, but is not limited to, any type of disk including floppy disks, optical disks, CD-ROMs, and magneto-optical disks, read-only memories (ROMs), random access memories (RAMs), EPROMs, EEPROMs, magnetic or optical cards, or any type of media suitable for storing electronic instructions, and each coupled to a computer system bus.
  • ROMs read-only memories
  • RAMs random access memories
  • EPROMs electrically erasable programmable read-only memories
  • EEPROMs electrically erasable programmable read-only memory
  • magnetic or optical cards or any type of media suitable for storing electronic instructions, and each coupled to a computer system bus.
  • the algorithms and displays presented herein are not in
  • FIG. 1 is a block diagram of a system of one embodiment of the invention.
  • a server node 10 is coupled to a predominantly voice/analog (PV A) network, such as the Public Switch Telephone Network (PSTN) 12 through a PVA interface, such as telephony interface 16. Messages received across a PVA network are referred to herein as "phone sourced messages.”
  • the server node 10 is connected to a predominantly digital/data (PDD) network, such as the worldwide web 14, via a PDD interface, such as web interface 18.
  • PDD digital/data
  • a user node 20 with a web interface 28 is coupled to the web 14, such that it can access server node 10.
  • Server node 10 is deemed capable of handling a plurality of incoming calls and serving a plurality of user nodes.
  • Server node 10 receives voice mail and/or fax messages from PSTN 12. The receipt of voice and fax messages is described in further detail below.
  • the server node Upon receipt of the voice mail or fax message, the server node stores the message body in a file server 32. Either concurrently or serially, the server node updates the metadata corresponding to a user to whom the voice mail or fax message is directed.
  • Metadata 36 includes a message list 34 which enumerates the messages received and certain information about those messages.
  • Message list 34 includes a user modifiable field associated with each message listed. Use of this field is discussed further below.
  • Metadata 36 may also include user preference information and other state information.
  • the server node may alert the user of the existence of new messages depending on the preferences reflected in the metadata 36.
  • the server node may merely set an icon that is displayed at the user node responsive to a user login to indicate the existence of new messages.
  • FIG. 2a is a logic flow diagram of the receipt and storage of voice messages by messaging system 100.
  • the server node 10 answers a telephone call from PSTN 12 through the telephony interface 16.
  • the server node 10 determines for which user the call is intended at functional block 404.
  • Functional block 404 may be performed substantially simultaneously with the server node answering the call at functional block 402.
  • the server node 10 makes such a determination by determining the telephone number which was dialed.
  • each user of messaging system 100 has two unique telephone numbers by which messaging system 100 is accessed. The first is referred to as a local access number and is a telephone number local to a physical location of the server node 10.
  • the second is referred to as a toll-free access number and is a toll-free telephone number by which server node 10 may be reached. Since each telephone number is unique to one particular user, the telephone number dialed identifies the user whom the caller is attempting to reach. That user is referred to as the subject user in the context of Figures 2a and 2b. It is also within the scope and contemplation of the invention to have each user assigned only a single number or even to have multiple users assigned to one number with a differentiating extension prompted by the server node upon receipt of an incoming call.
  • server node 10 retrieves metadata for the subject user from local database 202.
  • metadata includes an outgoing message which is, in one illustrative example, an audio signal directing the caller to leave a voice message for the subject user.
  • Server node 10 plays the outgoing message to the caller through PSTN 12 at functional block 408.
  • server node 10 records an audio message for the subject user as received through PSTN 12.
  • Server node 10 stores the message digitally, e.g., as a digitized audio signal in the known, conventional VOX format, in file server 32 at functional block 412. While in one embodiment, the message bodies are stored in a file server, in an alternative embodiment, the message bodies may be stored in a database.
  • server node 10 updates the metadata 36 stored in the database 30 such that the received message is included in a list of new messages for the subject user.
  • the server node 10 acquires information about the message at functional block 420. Such information may include time and date the message was received, the phone number of the sender either obtained through caller ID or because the voice mail gives the option for the sender to provide a return number, and a size of the message left. Within the context of a voice mail, size may be in time.
  • a pointer to the location of the message body in the database 36 is gotten.
  • a user modifiable field (UMF) is associated with the available information and the pointer to the message body.
  • the server node creates a message list element, including the available information, a pointer, the UMF, and a status of the message.
  • "Status” as used herein refers to whether the message has been reviewed previously or not, thus, status might be "new” or “not new.”
  • the message list element is added to the metadata at functional block 428.
  • the updated metadata, including the message list element is stored in the database 30.
  • FIG. 2b is a logic flow diagram of retrieval of voice mail messages through a network in one embodiment of the invention.
  • server node 10 receives an HTTP request for a base web page through web interface 18.
  • Server node 10 displays a base web page which may include a form in which the user enters a username and an associated password.
  • server node 10 receives a username and associated password entered by the user at user node 20. The server node 10 uses the received username to identify the user.
  • server node 10 retrieves metadata associated with the identified user from database 30.
  • the server node sends a template, including the voice mail message list extracted from the metadata to the user node for viewing.
  • server node 10 receives user interface commands to playback one or more voice mail messages at functional block 612.
  • the user interface implemented by server node 10 includes a number of web pages which include forms which in turn execute CGI scripts to carry out specific commands entered by the user.
  • the user may request a message be played back by clicking on a corresponding list element in the displayed voice mail message list.
  • server node 10 plays the voice mail message bodies for the user through web 14 at functional block 618.
  • server node 10 may send the voice mail message bodies to audio streamer (not shown) which then streams the audio signal of each voice mail message through web 14 to the user node 20 which receives and plays the audio stream of the message body using known and conventional techniques for streamed audio in a computer system.
  • the user node 20 may download an audio file from the server node in, for example, wave format. Other audio formats are within the scope and contemplation of the invention.
  • a user may then play the audio file on the user node using conventional techniques.
  • the delete request directed to a list element in the trash folder causes that list element to be expunged from the user's metadata entirely.
  • the message can be moved out of the trash back into an active folder simply by opening the trash folder, selecting the message to be reactivated, and moving it to the desired folder.
  • a user will modify the user modifiable fields after listening to the message if the message is to be retained. The user modifiable field may then be used to identify the message and also as a sorting and searching aid from within the list of messages.
  • the user can request the server node to make an update based thereon. If an update request is received at decision block 622, the server node uploads the user modifiable fields at functional block 624.
  • the server node updates the metadata to reflect the user's requested changes and any change in status of the messages remaining in the list.
  • the updated metadata is stored in the database 30.
  • voice mail messages may be received from a server node at a user node across a primarily data network.
  • the user modifiable fields permit the user to organize and manipulate the different voice mail messages in a manner usually associated with e-mail messages or messages more commonly regarded as data messages or computer transmitted messages. This permits sorting and searching of messages for improved ease of use and allows low cost or no cost review of voice mail messages across great distances.
  • FIG. 3a is a flow diagram of fax receipt in one embodiment of the invention.
  • server node 10 answers a telephone call through PSTN 12.
  • Server node 10 identifies the user for whom the call is intended by comparison of the telephone number by which the call reached the server node to access numbers of various users as represented in metadata stored in database 30, at functional block 704. The answer of the call on user identification may occur substantially simultaneously.
  • the intended recipient of the fax is sometimes referred to as the subject user in the context of Figure 3a.
  • server node 10 further identifies the call received through PSTN 12 as an incoming by recognizing distinctive tones generated by the transmitting facsimile machine to identify telephone calls as such.
  • the server node receives the fax as would any conventional fax machine, e.g. according to standard fax transmission protocols.
  • the server node stores the received fax in file server 32 at functional block 710 as a fax mail message body.
  • facsimiles are transmitted as TIFF and the message bodies are stored as TIFF.
  • Server node 10 also updates the metadata 36 stored in the database 30 such that the received message is included in a list of new messages for the subject user. To accomplish this update, the server node 10 acquires information about the message at functional block 720.
  • Such information may include time and date the message was received, the fax number of the sender, and a size of the message left, e.g. number of pages.
  • a pointer to the location of the message body in the database 36 is gotten.
  • a UMF is associated with the available information and the pointer to the message body.
  • the server node creates a message list element, including the available information, a pointer, the UMF, and a status of the message.
  • the message list element is added to the metadata at functional block 728. Accordingly, like the voice mail described above, in one embodiment, a fax mail message is received, either through the subject user's local access number or the subject user's toll-free access number, and is stored in database 30 as shown in Figure 3 a.
  • FIG. 3b is a logic flow diagram of retrieval of fax mail messages through a network in one embodiment of the invention.
  • Functional blocks 902-908 represent functions performed in the same manner as those described with reference to Figure 2b at functional blocks 602-608.
  • server node 10 receives user commands directing display of one or more fax mail message bodies.
  • server node 10 retrieves those fax mail message bodies. Based on user selection, the server node either forwards the fax message body as TIFF or converts it on the server side to graphic interchange format (GIF) which can be displayed by nearly all personal computers and other likely user nodes without specialized software.
  • GIF graphic interchange format
  • Other image data formats are also deemed within the scope and contemplation of the invention.
  • the server node 10 then sends the retrieved (and possibly converted) fax message body(ies) through web 14 for display on the user node 20.
  • the user is able to view the substantive content of fax mail messages at the user node 20 without a fax machine, fax modem, or any specialized software.
  • fax mail messages may also be managed, sorted, searched, and otherwise manipulated over a data network similar to conventional e-mail.
  • Figure 4 is a template of a voice mail message list downloaded to the user node in one embodiment of the invention. This is broken down into columns, including priority (signified by an "!), type, selection ("signified by a " "'), sender, subject, date, and size.
  • the subject in this embodiment is the UMF.
  • voice mails in the prior art do not have subjects because the message is the subject.
  • the invention provides a different way of looking at phone sourced messages, including voice mail messages, and allows them to be managed like an e-mail. It is possible to modify the subject field as previously discussed. Once modified, the list can be sorted on the subject field, or a search can be conducted for a particular subject field's content. The user merely clicks on the "subject" column heading.
  • the blank field defaults to the top of the list. This is desirable because new messages will have a blank UMF when they first arrive. Thus, they will appear at the top of the listing of messages. Because typical users will want to review previously unheard (or unread) messages first, this arrangement improves usability and user convenience. However, other sorting arrangements are within the scope and contemplation of the invention.
  • the user may select from a number of folders in which to move messages after review.
  • the choose folder menu is provided to allow a user to select a folder. Once a folder is selected, the user may select individual voice mails by clicking on a corresponding box in the selection column. Checked messages can then be moved to the corresponding folder by clicking on the MOVE soft button. If messages are checked and the DELETE soft button is actuated, the server node will update the metadata corresponding to the checked messages to indicate the message is available in the trash folder. A message will only be listed in a message list if the metadata indicates that message to be present in the open folder. Once in the trash folder, the messages will be expunged after a predetermined time period or a user may open the trash folder and actuate the DELETE soft button to achieve immediate expungement.
  • Figure 6 shows a template for fax messages analogous to that shown in Figure 5.
  • the message listing in Figure 6 is sorted alphabetically by subject.
  • the functionality of the template in Figure 6 is substantially identical to that in Figure 5.
  • the voice mail may be downloaded as a wave file or streamed in real audio (wave was selected in Figures 4 and 5)
  • the fax may be downloaded as either a TIFF or a GIF. It is within the scope and contemplation of the ivention to provide voice in any suitable audio format (not limited to wave or streaming) and faxes in any suitable image format (not limited to GIP and TIFF).
  • a download option list is provided by both templates.

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  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Information Transfer Between Computers (AREA)
  • Telephonic Communication Services (AREA)

Abstract

Méthode et système permettant de gérer les messages transmis par l'intermédiaire du téléphone. Un noeud serveur (10) reçoit un desdits messages et met en mémoire le corps du message dans un serveur de fichiers (32). Un champ pouvant être modifié par l'utilisateur est associé au message. L'association et le champ sont mis en mémoire dans une base de données (30). Dans l'un des modes de réalisation, l'utilisateur peut accéder au message par un réseau, par exemple au moyen d'un ordinateur polyvalent. Dans ce mode de réalisation, les messages transmis par l'intermédiaire du téléphone peuvent être gérés au moyen de l'interface graphique de l'ordinateur, d'une manière similaire à la gestion classique du courrier électronique.
PCT/US2000/001551 1999-01-29 2000-01-21 Systeme et procede permettant de gerer les messages transmis par telephone WO2000045577A1 (fr)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US24036899A 1999-01-29 1999-01-29
US09/240,368 1999-01-29

Publications (1)

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WO2000045577A1 true WO2000045577A1 (fr) 2000-08-03

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Cited By (4)

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GB2373137A (en) * 2001-03-08 2002-09-11 Nec Technologies Message selector
WO2003017132A1 (fr) * 2001-08-17 2003-02-27 Gunrock Knowledge Concepts Pty Ltd Systeme et procede de gestion des connaissances
WO2003105398A1 (fr) * 2002-06-06 2003-12-18 Arc-E-Mail Ltd Procede et systeme de stockage de messages electroniques
EP1710739A1 (fr) * 2005-04-07 2006-10-11 Deutsche Telekom AG Procédé pour mise à jour d'une base de données

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US4807154A (en) * 1987-01-29 1989-02-21 International Business Machines Corporation Method for developing automatic replies in an interactive electronic calendaring system
US5333266A (en) * 1992-03-27 1994-07-26 International Business Machines Corporation Method and apparatus for message handling in computer systems
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* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
GB2373137A (en) * 2001-03-08 2002-09-11 Nec Technologies Message selector
WO2003017132A1 (fr) * 2001-08-17 2003-02-27 Gunrock Knowledge Concepts Pty Ltd Systeme et procede de gestion des connaissances
WO2003105398A1 (fr) * 2002-06-06 2003-12-18 Arc-E-Mail Ltd Procede et systeme de stockage de messages electroniques
GB2405975A (en) * 2002-06-06 2005-03-16 Arc E Mail Ltd A storage process and system for electronic messages
GB2405975B (en) * 2002-06-06 2006-02-08 Arc E Mail Ltd A storage process and system for electronic messages
EP1710739A1 (fr) * 2005-04-07 2006-10-11 Deutsche Telekom AG Procédé pour mise à jour d'une base de données
US7925257B2 (en) 2005-04-07 2011-04-12 Deutsche Telekom Ag Method for operating a database

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