Method and system of processing messages

• US 20050070255A1
• Filed: 12/13/2002
• Published: 03/31/2005
• Est. Priority Date: 12/13/2001
• Status: Active Grant

• Current Assignee: Microsoft Technology Licensing LLC (Microsoft Corporation)
• Original Assignee: SpinVox Limited (Microsoft Corporation)
• Inventors: Cass, William Edward Wyndham
• Granted Patent: US 7,606,352 B2
• Time in Patent Office: Days
• US Class Current: 455/414.100
• CPC Class Codes: H04M 2201/60 Medium conversion
• CPC Class Codes: H04M 2203/1016 Telecontrol
• CPC Class Codes: H04M 3/42 Systems providing special services or facilities to subscribers specially adapted for wireless communication networks H04W4/00
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/533 Voice mail systems
• CPC Class Codes: H04M 7/0054 where the data service is an electronic mail service
• CPC Class Codes: H04M 7/1235 where one of the core networks is a wireless network

Abstract

The invention provides a method of processing messages. The method includes the step of obtaining a subscriber message, from a subscriber communication device over a telecommunications network, the subscriber message representing a voice message from a subscriber. The subscriber message is stored in computer memory and then presented in an audio form to a human operator. A data file is composed which is derived from the subscriber message and the data file transmitted to a subscriber computing device and/or the subscriber communication device. The invention provides a related system for processing messages.

Claims

1. A method of processing messages comprising the steps of:

obtaining a subscriber message from a subscriber communication device over a telecommunications network, the subscriber message representing a voice message from a subscriber;

storing the subscriber message in computer memory;

presenting the subscriber message in an audio form to a human operator;

displaying to the operator information identifying a plurality of data entry forms and means to select one of the data entry forms;

displaying to the operator one of the data entry forms selected by the operator;

populating a plurality of data fields associated with the selected data entry form with data derived from the subscriber message;

composing a data file derived from the selected data entry form; and

transmitting the data file to a subscriber computing device.

2. A method of processing messages as claimed in claim 1 further comprising the steps of storing two or more subscriber messages in computer memory;

and retrieving successive subscriber messages from computer memory to present to the human operator.

3. A method of processing messages as claimed in claim 1 [or claim 2] further comprising the step of linking the subscriber message with a unique identifier code and storing the subscriber message with the unique identifier code.

4. A method of processing messages as claimed in [any one of the preceding claims] claim 1 further comprising the step of transmitting the subscriber message in addition to the data file to the subscriber computing device.

5. A method of processing messages as claimed in [any one of the preceding claims] claim 1 further comprising the steps of queuing and retrieving successive subscriber messages from computer memory in an ordered sequence.

6. A method of processing messages as claimed in [any one of the preceding claims] claim 1 further comprising the step of distributing and presenting the subscriber message to one of a plurality of human operators.

7. A method of processing messages as claimed in [any one of the preceding claims] claim 1 further comprising the step of transmitting the data file to the subscriber communication device.

8. A method of processing messages as claimed in [any one of the preceding claims] claim 1 further comprising the step of transmitting the data file to the subscriber computing device over a communications network distinct from the telecommunications network.

9. A method of processing messages as claimed in [any one of the preceding claims] claim 1 wherein the subscriber message comprises a voice message.

10. A method of processing messages as claimed in [any one of the claims 1 to 8] claim 1 wherein the subscriber message comprises a text message.

11. A method of processing messages as claimed in [any one of the preceding claims] claim 1 further comprising the step of composing the data file in accordance with a format prespecified by the subscriber.

12. A method of processing messages as claimed in [any one of the preceding claims] claim 1 further comprising the step of transmitting a text message to the subscriber communication device.

13. A system for processing messages comprising:

a mail system configured to obtain a subscriber message from a subscriber communication device over a telecommunications network, the subscriber message representing a voice message from a subscriber;

a database maintained in computer memory configured to store the subscriber message;

a retrieval component configured to retrieve a subscriber message from the database and to present the subscriber message in an audio form to a human operator;

a plurality of data entry forms maintained in computer memory, the data entry forms associated with respective sets of data fields;

an operator selection component configured to display to the operator information identifying a plurality of data entry forms and means to select one of the data entry forms; and

a data entry component configured to display to the operator one of the data entry forms selected by the operator and to enable population of the data fields associated with the selected data entry form with data derived from the subscriber message.