Patent Application
20130094632
The subject matter herein relates to voice mail systems and, more particularly, cross-media voice mail notification and delivery.
Voice mail systems have generally remained in the same audio-only form for over the last twenty years. A landline telephone may illuminate a light or a mobile telephone may illuminate a symbol indicating a voice mail has been left for the telephone, however, the number of messages is unknown. Further, the senders of these messages are unknown until each voice message is retrieved individually.
Further, when listening to voice mail, the messages are presented in only a single manner, first-in-first-out. Thus, if a more important message is received most recently, all preceding messages must first be listened to even if they are not deemed important.
Two of the most used services that cell phones provide are voice mail and short-message service (“SMS”). While the short message service evolved to the multimedia message service and provided for access to rich content, the voice mail services on cell-phones have typically been isolated, standalone, and have had an interface that has generally remained in the same audio-only form over the last 20 years.
One of the biggest drawbacks of not only cell-phone voice mail, but also most voice mail systems in general, is the lack of information about the contents of a phone's voice mailbox. Typically, the only information conveyed to the end-user is the message-waiting indicator, which only shows whether there are unheard messages in the voice mailbox.
The user, once he knows he has messages, must call into the voice mail system to retrieve his messages. If there are multiple messages, the user must listen to each message in sequence. If there is one particular message that the user wants to hear, having to skip through intervening messages is a nuisance.
Various embodiments described below provide systems, methods, software, and data structures to utilize a mobile phone's existing SMS/MMS capability to enhance the voice mail interface, such that a user can view information about each voice mail and then retrieve a specific voice mail from a list without having to listen to the other messages in the voice mailbox. Some of these embodiments, and others, may also or alternatively use email to convey information about waiting voice mails and facilitate retrieval of a specific voice mail message without having to listen to the other waiting messages.
In the following detailed description, reference is made to the accompanying drawings that form a part hereof, and in which is shown by way of illustration specific embodiments in which the inventive subject matter may be practiced. These embodiments are described in sufficient detail to enable those skilled in the art to practice them, and it is to be understood that other embodiments may be utilized and that structural, logical, and electrical changes may be made without departing from the scope of the inventive subject matter. Such embodiments of the inventive subject matter may be referred to, individually and/or collectively, herein by the term “invention” merely for convenience and without intending to voluntarily limit the scope of this application to any single invention or inventive concept if more than one is in fact disclosed.
The following description is, therefore, not to be taken in a limited sense, and the scope of the inventive subject matter is defined by the appended claims.
The functions or algorithms described herein are implemented in hardware, software or a combination of software and hardware in one embodiment. The software comprises computer executable instructions stored on computer readable media such as memory or other type of storage devices. Further, described functions may correspond to modules, which may be software, hardware, firmware, or any combination thereof. Multiple functions are performed in one or more modules as desired, and the embodiments described are merely examples. The software is executed on a digital signal processor, ASIC, microprocessor, or other type of processor operating on a system, such as a personal computer, server, a router, or other device capable of processing data including network interconnection devices.
Some embodiments implement the functions in two or more specific interconnected hardware modules or devices with related control and data signals communicated between and through the modules, or as portions of an application-specific integrated circuit. Thus, the exemplary process flow is applicable to software, firmware, and hardware implementations.
Each of the remote devices includes a connection to one or more networks 108. The one or more networks 108 may include one or more of a public switched telephone network, a wireless telephone network, a shared global computing network such as the Internet, a local area network, a wide area network, and other network types capable of transporting voice and/or data signals.
The example system 100 also includes gateways that facilitate communication of data and voice signals to and from a voice mail system 120. The gateways may include an SMS/MMS gateway 110, a telephone network gateway 112, and an email server 114. The gateways are connected to the voice mail system via one or more networks 116. The one or more networks 116 may include one or more of the same networks as the one or more networks 108. However, in some embodiments, the networks 116 include a local area network that interconnects the gateways with the voice mail system 120 and a call processing module 122.
The voice mail system 120 includes hardware and software to terminate calls, play prompts, get input from callers, and record and store voice messages. The voice mail system 120 may also include a set of addresses that may be used by a telephone network of the networks 108 and 116 to route telephone calls to the voice mail system.
The call processing module 122 includes the application level logic that drives interactions with calls and callers. The call processing module 122 in some embodiments include text to voice engines, voice recognition objects, and other services to facilitate caller interaction with the voice mail system. The call processing module 122 may access data in the voice mail system 120 and data stored in a database 124 to determine how to process and route calls.
The database 124 further includes data to assist the voice mail system in processing voice mail messages. The database 120 also typically includes a voice mail message record for each voice mail left for a subscriber of the voice mail system 120. A voice mail message record typically includes header data of a message and a pointer to a location where a corresponding voice mail message recording is stored. In some embodiments, the header data of a voice mail message includes data from a call that yielded the voice mail message. This data may include caller identification data of the caller, such as the telephone number called from, a name of the caller or registered name of an account holder of the telephone number called from, and a date and time of the call. The header data may also include a duration of a recorded message, an indicator of message urgency input by the caller leaving the message, and a name selected from a directory of the voice mailbox subscriber as a function of the phone number called. This may result in two names in a header record. However, in some embodiments, a single name is in the header record that is selected based on a policy set by an administrator of the voice mail system 120 or the voice mailbox subscriber.
In one example scenario, a caller may call a voice mail system 120 subscriber's remote device, which in this scenario is a mobile telephone. When the mobile telephone rings a configured number of times, such as four, the subscriber's mobile phone carrier, when the subscriber's mobile phone account with the carrier is properly configured, will route the call to the voice mail system 120 over the telephone network gateway 112. In some embodiments, the voice mail system 120 is a voice mail system 120 maintained by the carrier. In other embodiments, the voice mail system 120 is a separate voice mail system 120 of a voice mail service provider.
When the telephone call is routed to the voice mail system 120 the call processing module 122 provides prompts to the caller to leave a message. The voice mail system 120 and call processing module 122 store information about the caller, such as a number called from and a name of the caller or holder of the telephone number called from. This information, reined to as message header data, plus the duration of a message left and the message are also stored. In some embodiments, this information is stored in the database 124. The recorded message may be stored in the database 124 or in a separate location. If stored in a separate location, or a database 124 table other than the table within which the message header data is stored, a pointer is included with the message header data that may be used to retrieve the recorded voice message.
After a voice message is left for a subscriber, the subscriber may be notified of the message. In some embodiments, the subscriber is notified periodically of messages received, such as hourly, daily, or some other periodic basis as configured by the subscriber, a voice mail system 120 administrator, default policy of the voice mail system 120, or other setting.
The voice mailbox subscriber may be notified, in various embodiments, via an SMS or MMS text message to the mobile telephone called by one or more callers leaving messages in the voice mail system for the subscriber. In these and other embodiments, the subscriber may also be notified via email.
When a condition specified by one or more configuration settings specifies when to notify the subscriber of messages is met, the voice mail system will retrieve the header information of received messages and generate a notification for dispatch to the subscriber. The voice mail system 120 determines how the notification is to be sent and formats the notification message appropriately. The voice mail system 120 also retrieves an address of the subscriber to which the notification is to be sent. The address may be a mobile telephone number, an email address, or other address to which a notification may be configured to be sent.
Once the notification is properly formatted and addressed, the voice mail system 120 sends the message with address to the proper gateway. This may include the SMS/MMS gateway 110, the email server 114, or other gateway depending on the particular embodiment and configuration of the subscriber voice mailbox. In some embodiments, the notification may be sent to more than one address of the subscriber or other address held by someone other than the subscriber depending on the configuration of the subscriber's voice mailbox. For example, a subscriber may choose to have the notification also or alternatively sent to a spouse, a secretary, or other.
In some embodiments, the voice mail system 120 may also be configured to send a notification message immediately upon receipt of a message marked by a caller as urgent. In other embodiments, a configuration of a voice mailbox may be made to specify that if a subscriber has not accessed the voice mail system 120 at least once aver a certain period, such as twenty-four hours, a notification message will be sent to another address. This may be useful in situations where a voice mailbox subscriber is on vacation such a scenario, the notification may be sent to the subscriber's secretary, business partner, or personal mobile telephone to help ensure messages do not go unchecked.
In some embodiments, a subscriber may send a text message from a mobile telephone, or other remote device, or an email, to the voice mail system to request a listing of voice messages in the subscriber voice mailbox. In such instances, the voice mail system 120 will reply to the request with the notification message.
Example notification messages are illustrated in
In some embodiments, a subscriber may have more than one phone number associated with a single voice mailbox. In such instances, each phone number is configured to forward calls to the voice mail system 120 after a certain number of rings.
When a subscriber receives a voice mail notification message, the subscriber is presented with the ability to call into the voice mail system 120 to retrieve a specific message regardless of the order in which the voice messages were received or in which the voice mail system 120 may typically present voice mail messages. In such embodiments, when a notification of new message is sent to a subscriber, each voice mail included in the notification includes an address with which that message can be retrieved directly. In some embodiments, the address is a retrieval telephone number and, in the case of an SMS/MMS capable remote device 106, selection of the address will cause the device 106 to dial the retrieval telephone number. The voice mail system 120 indexes and associates the retrieval telephone phone numbers, subscriber's telephone number, and unique messages. Thus, when a subscriber calls a particular retrieval telephone number associated with a particular message from a device that presents as the automatic number identification (“ANI”) of the calling party one of the one or more numbers for which the subscriber configured voice mail service, the voice mail system 120, using the combination of retrieval telephone number and subscriber's ANI as the message index, retrieves the target message. The number called from (ANI), and the number called (retrieval telephone number), operate together to form a unique index to any single message. Thus, the retrieval telephone numbers of the voice mail system can be used for multiple subscribers because the retrieval telephone number itself is only half of the message index. The other half of the message index, the subscriber's telephone number, is unique to the subscriber.
There may be virtually any number of retrieval telephone numbers. However, the more retrieval telephone numbers, the more messages subscribers may retrieve directly. One thousand numbers are used in one embodiment, while other embodiments include ten, 100, and 200.
When a subscriber deletes a message associated with a retrieval telephone number, that number is again available for association with a new message for that subscriber. When one subscriber deletes a message associated with a retrieval telephone number, there is no affect on the association of that retrieval telephone number for any other subscriber for which the retrieval telephone number and subscriber's telephone number form an index to that other subscriber. If the retrieval telephone numbers are exhausted for a particular subscriber, any number of algorithms may be used to reclaim numbers for reuse for that subscriber. The algorithms may include calculations to reclaim the retrieval telephone numbers associated with the oldest messages in the subscriber's voice mailbox. In other embodiments, algorithms may automatically delete voice messages after a certain number of days, reducing the likelihood of running out of numbers. In other embodiments, a subscriber may select or create a rule or rules used by the reclamation algorithms to reclaim retrieval telephone numbers based on calling party information (e.g. unlisted numbers, unknown callers, or specific NPA-NXX-LINE patterns), association with address-book tags (e.g. ‘business’, ‘personal’, etc.), address book field contents (e.g. e-mail address or website domain), subscriber-compiled preferred caller lists (e.g. calls from specific work or family members), or other rules.
The text message user interface diagram presents a message number 202 that may be selected within the user interface to retrieve a specific message on the mobile telephone. Note that the numbers underlined 1-5 indicate that selection of these numbers will cause the mobile telephone to dial a telephone number or trigger another device to retrieve the specific message.
The text message user interface diagram also includes a telephone number 204, if available from caller ID information received with the call, from which each message was received. Each message may also include a name of the caller 206 that left the associated message, if available from caller ID information received with the call, or from a directory stored in the voice mail vstem by the subscriber. A date and time 208 that each message was received is also presented. Some embodiments may also include other information in the notification message such as a duration of each message. In some embodiments, where the user interface illustrates multiple notification messages received, a subscriber may select one of these messages from the text message inbox view of
The notification message may also include an option to reply to the caller with a recorded message. The user may select “Reply via recorded voice mail” 310. In such a scenario, the selection of this option causes the subscriber's mobile telephone to call into the voice mail system and allows the subscriber to record a message. The voice mail system knows who the subscriber is and what action to take, in some embodiments, as a function of a number called and the number called from. These two numbers are used by the voice mail system in such embodiments as an index to determine what action to take.
The subscriber is then prompted by the voice mail system to record a message. Once finished, the voice mail system will send the voice mail message to the caller's voice mail account if the caller is also a subscriber to the voice mail system, or set up an ad hoc account. If an ad hoc account is setup, the caller will be notified of the message via an SMS or MMS message to the caller's mobile telephone. However, if the caller did not call from a mobile telephone, some embodiments may still allow recording of a message if the caller is included in a directory of the called subscriber that includes either a mobile telephone number or an email address. Thus, the voice mail system may alternatively lookup a mobile telephone number or email address of the caller to provide the reply via recorded voice mail functionality.
Similarly, a subscriber may choose the option to “Reply Via Text Message” 312. If the caller calls from a mobile telephone, selection of this option allows the subscriber to send a text message to that device. Alternatively, as above, if a mobile phone number or email address exists in a directory of the subscriber, the user may still reply via text. The text message, once entered by the subscriber will be sent to the voice mail system and then forwarded to the mobile telephone, or converted to an email and sent as an email.
In some embodiments, storing a voice mail message includes storing the message associated with a telephone number of the subscriber for whom the voice mail was left and further associating that message with a voice mail retrieval address. The voice mail retrieval address in association with one or more of the subscriber's telephone numbers forms a unique index to the stored message.
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In some embodiments, a subscriber may wish to retrieve a specific message stored in the database of
Note that a retrieval address may be concurrently used for a multitude of separate voice mail subscriber accounts. In some embodiments, the only constraint is that each phone number associated with a voice mail account only be associated with a single voice mail account. Alternatively, stated otherwise, each phone number in the
In some embodiments, the example method 800 includes retrieving voice mailbox information of a subscriber voice mailbox from a database including voice mail system data to obtain data associated with messages in the subscriber voice mailbox 802. The method 800 also includes generating text of a text-based message, the text including at least a partial listing of messages in the subscriber voice mailbox, each listed message including a retrieval telephone number that when combined with an identifier of the voice mailbox subscriber provides a unique retrieval key 804. After the text is generated 804, the method 800 includes dispatching the generated text in the form of a text-message to the voice mailbox subscriber 806.
In some embodiments, the method 800 also includes receiving a telephone call to a retrieval telephone number from a telephone number associated with the subscriber and retrieving a voice mail message as a function of the retrieval telephone number and the telephone number associated with the subscriber. Such embodiments further include playing the voice mail message.
It is emphasized that the Abstract is provided to comply with 37 CFR, §1.72(h) requiring an Abstract that will allow the reader to quickly ascertain the nature and gist of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims.
In the foregoing Detailed Description, various features are grouped together in a single embodiment to streamline the disclosure. This method of disclosure is not to be interpreted as reflecting an intention that the claimed embodiments of the inventive subject matter require more features than are expressly recited in each claim. Rather, as the following claims reflect, inventive subject matter lies in less than all features of a single disclosed embodiment. Thus, the following claims are hereby incorporated into the Detailed Description, with each claim standing on its own as a separate embodiment.
It will be readily understood to those skilled in the art that various other changes in the details, material, and arrangements of the parts and method stages which have been described and illustrated in order to explain the nature of the inventive subject matter may be made without departing from the principles and scope of the inventive subject matter as expressed in the subjoined claims.
This application is a continuation of and claims the benefit of priority under 35 U.S.C. §120 to U.S. patent application Ser. No. 11/765,833, filed on Jun. 20, 2007, which is hereby incorporated by reference herein in its entirety.
| Number | Date | Country | |
|---|---|---|---|
| Parent | 11765833 | Jun 2007 | US |
| Child | 13442338 | US |
