Managing voicemail systems

• US 10,091,362 B1
• Filed: 04/26/2016
• Issued: 10/02/2018
• Est. Priority Date: 03/12/2013
• Status: Active Grant

• Current Assignee: United Services Automobile Association
• Original Assignee: United Services Automobile Association
• Inventors: McChesney, Gregory James, Northington, Anthony, Wu, Sharron E., Edwards, Joey
• Primary Examiner(s): Huynh, Van D
• Application Number:
  US15/138,558
• Time in Patent Office: 889 Days
• Field of Search: 379 8808
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 3/367 Traffic or load control
• CPC Class Codes: H04M 3/42161 via computer interface
• CPC Class Codes: H04M 3/533 Voice mail systems
• CPC Class Codes: H04M 3/53366 Message disposing or creating aspects
• CPC Class Codes: H04M 3/53383 Message registering commands or announcements; Greetings

Abstract

Methods, systems, and computer-readable and executable instructions for managing a voicemail system are described herein. One method for managing a voicemail system includes receiving a call log from a voicemail box subscribed to a voicemail management system, identifying metadata associated with the call log from the voicemail box, identifying one or more criteria within the metadata based on a request for a report, and generating a report using the one or more criteria within the metadata associated with the call log from the voicemail box to manage the voicemail system.

Claims

1. A computer implemented method comprising:

subscribing a plurality of voicemail boxes to a voicemail management system;

receiving, at a computer system, a voicemail greeting message for each of the plurality of voicemail boxes;

receiving, at the computer system, metadata associated with each voicemail greeting message;

receiving, at the computer system, one or more compliance criteria, wherein the one or more compliance criteria comprises an indication of a threshold length of time;

determining, by the computer system based on the metadata, whether each voicemail greeting message satisfies the one or more compliance criteria, wherein determining whether each voicemail greeting message satisfies the one or more compliance criteria comprises determining whether each voicemail greeting message exceeds the threshold length of time;

generating, using the computer system, a report based on the determination, wherein generating the report comprises identifying two or more voicemail boxes having a respective voicemail greeting message that exceeds the threshold length of time; and

causing a display of, using the computer system, the report to a user, wherein causing the display of the report comprises visually indicating the two or more voicemail boxes having the respective voicemail greeting message that exceeds the threshold length of time.

2. The method of claim 1, wherein generating the report comprises identifying each of the voicemail greeting messages that do not satisfy the one or more compliance criteria;

and

wherein causing the display of the report comprises visually indicating at least two voicemail boxes having a respective voicemail greeting message that does not satisfy the one or more compliance criteria.

3. The method of claim 1, wherein the one or more compliance criteria comprises an indication of a legal requirement;

and

wherein determining whether each voicemail greeting message satisfies the one or more compliance criteria comprises determining whether each voicemail greeting message complies with the legal requirement.

4. The method of claim 3, wherein determining whether each voicemail greeting message complies with the legal requirement comprises:

extracting text from each voicemail greeting message; and

comparing the text from each voicemail greeting message to the legal requirement.

5. The method of claim 3, wherein generating the report comprises identifying one or more voicemail boxes having a respective voicemail greeting message that does not meet the legal requirement.

6. The method of claim 1, further comprising:

receiving an indication of a second threshold length of time;

receiving, for each of the voicemail boxes, a respectively call log associated with the voicemail box;

determining, for each voicemail box, a length of time taken by a respective user to act with respect to a voicemail message stored on the voicemail box; and

determining whether the length of time taken by the user to act with respect to the voicemail message exceeds the second threshold length of time.

7. The method of claim 6, wherein generating the report comprises identifying one or more users that did not act with respect to a voicemail message within the second threshold length of time.

8. The method of claim 6, wherein causing the display of the report comprises:

causing a display of a number of times that a particular user acted with respect to a voicemail message within the second threshold length of time, and

causing a display of a number of times that the particular user did not act with respect to a voicemail message within the second threshold length of time.

9. The method of claim 1, further comprising:

determining, for each voicemail box, a number of missed calls associated with the voicemail box and a number of voicemail messages stored in the voicemail box; and

wherein causing the display of the report comprises causing a display of, for each of at least two voicemail boxes, the number of missed calls associated with a respective voicemail box, and a number of voicemail messages stored in a respective voicemail box.

10. The method of claim 1, further comprising:

determining a number of missed calls associated with the plurality of voicemail boxes and a number of voicemail messages stored in the plurality of voicemail boxes during a particular time interval; and

wherein causing the display of the report comprises causing a display of the number of missed calls associated with the plurality of voicemail boxes and the number of voicemail messages stored in the plurality of voicemail boxes during the particular time interval.

11. The method of claim 1, further comprising:

determining a number of missed calls associated with the plurality of voicemail boxes and a number of voicemail messages stored in the plurality of voicemail boxes during each of a plurality of time intervals; and

wherein causing the display of the report comprises causing a display of the number of missed calls associated with the plurality of voicemail boxes and the number of voicemail messages stored in the plurality of voicemail boxes during each of the plurality of time intervals.

12. The method of claim 1, further comprising:

determining an average number of missed calls associated with the plurality of voicemail boxes and an average number of voicemail messages stored in the plurality of voicemail boxes during each of a plurality of time intervals; and

wherein causing the display of the report comprises causing a display of the average number of missed calls associated with the plurality of voicemail boxes and the average number of voicemail messages stored in the plurality of voicemail boxes during each of the plurality of time intervals.

13. A system comprising:

one or more processing devices;

one or more machine-readable hardware storage devices storing instructions that are executable by the one or more processing devices to perform operations comprising;

subscribing a plurality of voicemail boxes to a voicemail management system;

receiving, at a computer system, a voicemail greeting message for each of the plurality of voicemail boxes;

receiving, at the computer system, metadata associated with each voicemail greeting message;

receiving, at the computer system, one or more compliance criteria, wherein the one or more compliance criteria comprises an indication of a threshold length of time;

determining, by the computer system based on the metadata, whether each voicemail greeting message satisfies the one or more compliance criteria, wherein determining whether each voicemail greeting message satisfies the one or more compliance criteria comprises determining whether each voicemail greeting message exceeds the threshold length of time;

generating, using the computer system, a report based on the determination, wherein generating the report comprises identifying two or more voicemail boxes having a respective voicemail greeting message that exceeds the threshold length of time; and

causing a display of, using the computer system, the report to a user, wherein causing the display of the report comprises visually indicating the two or more voicemail boxes having the respective voicemail greeting message that exceeds the threshold length of time.

14. The system of claim 13, wherein generating the report comprises identifying each of the voicemail greeting messages that do not satisfy the one or more compliance criteria;

and

wherein causing the display of the report comprises visually indicating at least two voicemail boxes having a respective voicemail greeting message that does not satisfy the one or more compliance criteria.

15. The system of claim 13, wherein the one or more compliance criteria comprises an indication of a legal requirement;

and

wherein determining whether each voicemail greeting message satisfies the one or more compliance criteria comprises determining whether each voicemail greeting message complies with the legal requirement.

16. The system of claim 15, wherein determining whether each voicemail greeting message complies with the legal requirement comprises:

extracting text from each voicemail greeting message; and

comparing the text from each voicemail greeting message to the legal requirement.

17. The system of claim 15, wherein generating the report comprises identifying one or more voicemail boxes having a respective voicemail greeting message that does not meet the legal requirement.

18. The system of claim 13, wherein the operations further comprise:

receiving an indication of a second threshold length of time;

receiving, for each of the voicemail boxes, a respectively call log associated with the voicemail box;

determining, for each voicemail box, a length of time taken by a respective user to act with respect to a voicemail message stored on the voicemail box; and

determining whether the length of time taken by the user to act with respect to the voicemail message exceeds the second threshold length of time.

19. The system of claim 18, wherein generating the report comprises identifying one or more users that did not act with respect to a voicemail message within the second threshold length of time.

20. The system of claim 18, wherein causing the display of the report comprises:

causing a display of a number of times that a particular user acted with respect to a voicemail message within the second threshold length of time, and

causing a display of a number of times that the particular user did not act with respect to a voicemail message within the second threshold length of time.

21. The system of claim 13, wherein the operations further comprise:

determining, for each voicemail box, a number of missed calls associated with the voicemail box and a number of voicemail messages stored in the voicemail box; and

wherein causing the display of the report comprises causing a display of, for each of at least two voicemail boxes, the number of missed calls associated with a respective voicemail box, and a number of voicemail messages stored in a respective voicemail box.

22. The system of claim 13, wherein the operations further comprise:

determining a number of missed calls associated with the plurality of voicemail boxes and a number of voicemail messages stored in the plurality of voicemail boxes during a particular time interval; and

wherein causing the display of the report comprises causing a display of the number of missed calls associated with the plurality of voicemail boxes and the number of voicemail messages stored in the plurality of voicemail boxes during the particular time interval.

23. The system of claim 13, wherein the operations further comprise:

determining a number of missed calls associated with the plurality of voicemail boxes and a number of voicemail messages stored in the plurality of voicemail boxes during each of a plurality of time intervals; and

wherein causing the display of the report comprises causing a display of the number of missed calls associated with the plurality of voicemail boxes and the number of voicemail messages stored in the plurality of voicemail boxes during each of the plurality of time intervals.

24. The system of claim 13, wherein the operations further comprise:

determining an average number of missed calls associated with the plurality of voicemail boxes and an average number of voicemail messages stored in the plurality of voicemail boxes during each of a plurality of time intervals; and

wherein causing the display of the report comprises causing a display of the average number of missed calls associated with the plurality of voicemail boxes and the average number of voicemail messages stored in the plurality of voicemail boxes during each of the plurality of time intervals.

25. A non-transitory computer-readable medium comprising one or more sequences of instructions, which when executed by one or more processors, causes:

subscribing a plurality of voicemail boxes to a voicemail management system;

receiving, at a computer system, a voicemail greeting message for each of the plurality of voicemail boxes;

receiving, at the computer system, metadata associated with each voicemail greeting message;

receiving, at the computer system, one or more compliance criteria, wherein the one or more compliance criteria comprises an indication of a threshold length of time;

determining, by the computer system based on the metadata, whether each voicemail greeting message satisfies the one or more compliance criteria, wherein determining whether each voicemail greeting message satisfies the one or more compliance criteria comprises determining whether each voicemail greeting message exceeds the threshold length of time;

generating, using the computer system, a report based on the determination, wherein generating the report comprises identifying two or more voicemail boxes having a respective voicemail greeting message that exceeds the threshold length of time; and

causing a display of, using the computer system, the report to a user, wherein causing the display of the report comprises visually indicating the two or more voicemail boxes having the respective voicemail greeting message that exceeds the threshold length of time.

26. The computer-readable medium of claim 25, wherein generating the report comprises identifying each of the voicemail greeting messages that do not satisfy the one or more compliance criteria;

and

wherein causing the display of the report comprises visually indicating at least two voicemail boxes having a respective voicemail greeting message that does not satisfy the one or more compliance criteria.

27. The computer-readable medium of claim 25, wherein the one or more compliance criteria comprises an indication of a legal requirement;

and

wherein determining whether each voicemail greeting message satisfies the one or more compliance criteria comprises determining whether each voicemail greeting message complies with the legal requirement.

28. The computer-readable medium of claim 27, wherein determining whether each voicemail greeting message complies with the legal requirement comprises:

extracting text from each voicemail greeting message; and

comparing the text from each voicemail greeting message to the legal requirement.

29. The computer-readable medium of claim 27, wherein generating the report comprises identifying one or more voicemail boxes having a respective voicemail greeting message that does not meet the legal requirement.

30. The computer-readable medium of claim 25, wherein the one or more sequences of instructions, when executed by the one or more processors, further causes:

receiving an indication of a second threshold length of time;

receiving, for each of the voicemail boxes, a respectively call log associated with the voicemail box;

determining, for each voicemail box, a length of time taken by a respective user to act with respect to a voicemail message stored on the voicemail box; and

determining whether the length of time taken by the user to act with respect to the voicemail message exceeds the second threshold length of time.

31. The computer-readable medium of claim 30, wherein generating the report comprises identifying one or more users that did not act with respect to a voicemail message within the second threshold length of time.

32. The computer-readable medium of claim 30, wherein displaying the report comprises:

causing the display of a number of times that a particular user acted with respect to a voicemail message within the second threshold length of time, and

causing a display of a number of times that the particular user did not act with respect to a voicemail message within the second threshold length of time.

33. The computer-readable medium of claim 25, wherein the one or more sequences of instructions, when executed by the one or more processors, further causes:

determining, for each voicemail box, a number of missed calls associated with the voicemail box and a number of voicemail messages stored in the voicemail box; and

wherein causing the display of the report comprises causing a display of, for each of at least two voicemail boxes, the number of missed calls associated with a respective voicemail box, and a number of voicemail messages stored in a respective voicemail box.

34. The computer-readable medium of claim 25, wherein the one or more sequences of instructions, when executed by the one or more processors, further causes:

determining a number of missed calls associated with the plurality of voicemail boxes and a number of voicemail messages stored in the plurality of voicemail boxes during a particular time interval; and

wherein causing the display of the report comprises causing a display of the number of missed calls associated with the plurality of voicemail boxes and the number of voicemail messages stored in the plurality of voicemail boxes during the particular time interval.

35. The computer-readable medium of claim 25, wherein the one or more sequences of instructions, when executed by the one or more processors, further causes:

determining a number of missed calls associated with the plurality of voicemail boxes and a number of voicemail messages stored in the plurality of voicemail boxes during each of a plurality of time intervals; and

wherein causing the display of the report comprises causing a display of the number of missed calls associated with the plurality of voicemail boxes and the number of voicemail messages stored in the plurality of voicemail boxes during each of the plurality of time intervals.

36. The computer-readable medium of claim 25, wherein the one or more sequences of instructions, when executed by the one or more processors, further causes:

determining an average number of missed calls associated with the plurality of voicemail boxes and an average number of voicemail messages stored in the plurality of voicemail boxes during each of a plurality of time intervals; and

wherein causing the display of the report comprises causing a display of the average number of missed calls associated with the plurality of voicemail boxes and the average number of voicemail messages stored in the plurality of voicemail boxes during each of the plurality of time intervals.