Method and system to enable submission and subsequent retrieval of enhanced voice mail messages

• US 20060153347A1
• Filed: 11/30/2005
• Published: 07/13/2006
• Est. Priority Date: 12/27/2004
• Status: Abandoned Application

• Current Assignee: BCE Incorporated
• Original Assignee: BCE Incorporated
• Inventors: Lam, Gregory A., Clark, David William, Murray, Sean M., Johnston, David Edward
• Application Number:
  US11/289,580
• Publication Number:
  US 20060153347A1
• Time in Patent Office: Days
• US Class Current: 379/88.180
• CPC Class Codes: H04L 51/224 providing notification on incoming messages, e.g. pushed notifications of received messages
• CPC Class Codes: H04L 51/56 Unified messaging, e.g. interactions between e-mail, instant messaging or converged IP messaging [CPM]
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 3/5307 for recording messages comprising any combination of audio and non-audio components
• CPC Class Codes: H04M 7/0027 Collaboration services where a computer is used for data transfer and the telephone is used for telephonic communication

Abstract

A method suitable for execution by a voice mail system for handling a call placed by a caller. The method comprises providing the caller with an opportunity to submit a voice segment and providing the caller with an opportunity to submit an auxiliary electronic message, such as text or files. A composite message comprising the voice segment and the auxiliary electronic message is stored in a database. The auxiliary electronic message is released to its intended recipient upon subsequent interaction between the intended recipient and the voice mail system. The ability of the caller to submit text or files increases the accuracy and flexibility with which certain types of information can be conveyed to the intended recipient. At the same time, the ability of the intended recipient to access text or files associated with individual messages allows the intended recipient to better manage missed calls when eventually accessing his or her mailbox.

Claims

1. A method suitable for execution by a voice mail system for handling a call placed by a caller, comprising:

providing the caller with an opportunity to submit a voice segment destined for an intended recipient;

providing the caller with an opportunity to submit an auxiliary electronic message destined for the intended recipient;

storing in a mailbox associated with the intended recipient a composite message comprising the voice segment and the auxiliary electronic message;

releasing the auxiliary electronic message to the intended recipient upon interaction with the intended recipient.

2. The method defined in claim 1, wherein said providing the caller with an opportunity to submit a voice segment destined for an intended recipient is executed before said providing the caller with an opportunity to submit an auxiliary electronic message destined for the intended recipient.

3. The method defined in claim 1, wherein said providing the caller with an opportunity to submit a voice segment destined for an intended recipient is executed after said providing the caller with an opportunity to submit an auxiliary electronic message destined for the intended recipient.

4. The method defined in claim 1, further comprising determining a positive intention of the caller to submit the auxiliary electronic message.

5. The method defined in claim 1, further comprising sending an invitation message to an auxiliary address associated with the caller.

6. The method defined in claim 5, wherein the invitation message is an instant message.

7. The method defined in claim 5, wherein the invitation message is an email message.

8. The method defined in claim 5, wherein the invitation message is a real-time text message.

9. The method defined in claim 5, further comprising obtaining knowledge of the auxiliary address associated with the caller.

10. The method defined in claim 9, wherein said obtaining knowledge of the auxiliary address associated with the caller comprises consulting a database that associates the auxiliary address of the caller with a directory number of a device used by the caller to place the call.

11. The method defined in claim 10, wherein said obtaining knowledge of the auxiliary address associated with the caller further comprises obtaining the directory number of the device used by the caller to place the call.

12. The method defined in claim 11, wherein the directory number of the device used by the caller to place the call is obtained from calling line identification (CLID) information associated with the call.

13. The method defined in claim 12, wherein the auxiliary address associated with the caller comprises an IP address of a networked computing apparatus.

14. The method defined in claim 9, wherein the auxiliary address associated with the caller comprises an address of a device used by the caller to place the call.

15. The method defined in claim 14, wherein said obtaining knowledge of the auxiliary address associated with the caller comprises observing packets sent by the device used by the caller to place the call, thereby to learn the address of the device used by the caller to place the call.

16. The method defined in claim 15, wherein said address is a MAC address of a computing apparatus implementing a soft client.

17. The method defined in claim 15, wherein said address is an IP address of an IP phone.

18. The method defined in claim 15, wherein said address is a electronic serial number of a wireless device.

19. The method defined in claim 18, wherein said wireless device is at least one of a cellular phone and a networked personal digital assistant.

20. The method defined in claim 9, wherein said obtaining knowledge of the auxiliary address associated with the caller comprises consulting a database that associates the auxiliary address of the caller with an address of an IP phone used by the caller to place the call.

21. The method defined in claim 20, wherein said obtaining knowledge of the auxiliary address associated with the caller further comprises observing packets sent by the IP phone used by the caller to place the call, thereby to learn the address of the IP phone used by the caller to place the call.

22. The method defined in claim 21, wherein the auxiliary address associated with the caller comprises an IP address of a networked computing apparatus.

23. The method defined in claim 5, wherein the invitation message is instrumental in causing a device used by the caller to display a pop-up window inside which the caller is allowed to submit the auxiliary electronic message.

24. The method defined in claim 5, wherein the invitation message is instrumental in causing a device used by the caller to display a browser window via which the caller is capable of submitting the auxiliary electronic message.

25. The method defined in claim 5, wherein the invitation message is instrumental in causing a device used by the caller to place the call to implement a graphical user interface allowing the caller to submit the auxiliary electronic message.

26. The method defined in claim 5, further comprising receiving a reply message responsive to the invitation message, the reply message containing the auxiliary electronic message.

27. The method defined in claim 26, wherein the auxiliary electronic message comprises text.

28. The method defined in claim 27, wherein said text conveys at least one of a context indicator, a uniform resource locator, and an alphanumeric code.

29. The method defined in claim 26, wherein the auxiliary electronic message comprises a file.

30. The method defined in claim 27, wherein the auxiliary electronic message comprises a file.

31. The method defined in claim 29, wherein said file conveys at least one of an electronic business card, an audio segment, a video segment, text, graphics, multimedia, and digital signature.

32. The method defined in claim 1, wherein the composite message comprises a first field containing the voice segment and a second field containing the auxiliary electronic message.

33. The method defined in claim 1, wherein said releasing the auxiliary electronic message to the intended recipient is executed in response to successful authentication of the intended recipient.

34. The method defined in claim 1, wherein said releasing the auxiliary electronic message to the intended recipient comprises sending a retrieval message to an auxiliary address associated with the intended recipient, the retrieval message comprising at least the auxiliary electronic message.

35. The method defined in claim 34, wherein the retrieval message is an instant message.

36. The method defined in claim 34, wherein the retrieval message is an email message.

37. The method defined in claim 34, wherein the retrieval message is a real-time text message.

38. The method defined in claim 34, further comprising obtaining knowledge of the auxiliary address associated with the intended recipient.

39. The method defined in claim 38, wherein said obtaining knowledge of the auxiliary address associated with the intended recipient comprises consulting a database that associates the auxiliary address of the intended recipient with a directory number of a device used by the intended recipient to interact with the voice mail system.

40. The method defined in claim 39, wherein said obtaining knowledge of the auxiliary address associated with the intended recipient further comprises obtaining the directory number of the device used by the intended recipient to interact with the voice mail system.

41. The method defined in claim 40, wherein the directory number of the device used by the intended recipient to interact with the voice mail system is obtained from calling line identification (CLID) information generated as a result of interaction of the intended recipient with the voice mail system.

42. The method defined in claim 41, wherein the auxiliary address associated with the intended recipient comprises an IP address of a networked computing apparatus.

43. The method defined in claim 38, wherein the auxiliary address associated with the intended recipient comprises an address of a device used by the intended recipient to interact with the voice mail system.

44. The method defined in claim 43, wherein said obtaining knowledge of the auxiliary address associated with the intended recipient comprises observing packets sent by the device used by the intended recipient to interact with the voice mail system, thereby to learn the address of the device used by the intended recipient to interact with the voice mail system.

45. The method defined in claim 44, wherein said address is a MAC address of a computing apparatus implementing a soft client.

46. The method defined in claim 44, wherein said address is an IP address of an IP phone.

47. The method defined in claim 44, wherein said address is a electronic serial number of a wireless device.

48. The method defined in claim 47, wherein said wireless device is at least one of a cellular phone and a networked personal digital assistant.

49. The method defined in claim 38, wherein said obtaining knowledge of the auxiliary address associated with the intended recipient comprises consulting a database that associates the auxiliary address associated with the intended recipient with an address of an IP phone used by the intended recipient to interact with the voice mail system.

50. The method defined in claim 49, wherein said obtaining knowledge of the auxiliary address associated with the intended recipient further comprises observing packets sent by the IP phone used by the intended recipient to interact with the voice mail system, thereby to learn the address of the IP phone used by the intended recipient to interact with the voice mail system.

51. The method defined in claim 50, wherein the auxiliary address associated with the intended recipient comprises an IP address of a networked computing apparatus.

52. The method defined in claim 38, wherein said obtaining knowledge of the auxiliary address associated with the intended recipient comprises consulting a database that associates the mailbox associated with the intended recipient with the auxiliary address of the intended recipient.

53. The method defined in claim 34, wherein processing of the retrieval message at a device used by the intended recipient to interact with the voice mail system is instrumental in causing the auxiliary electronic message to be extracted by said device.

54. The method defined in claim 53, wherein when the auxiliary electronic message comprises text, extraction of the auxiliary electronic message causes display of said text on said device.

55. The method defined in claim 34, wherein the retrieval message comprises a plurality of messages including the auxiliary electronic message, wherein processing of the retrieval message at a device used by the intended recipient to interact with the voice mail system is instrumental in causing the plurality of messages to be extracted by said device and conveyed to the intended recipient via a graphical user interface.

56. The method defined in claim 55, further comprising receiving from the intended recipient a selection of a particular one of the plurality of messages and sending to the intended recipient a voice segment associated with the selected message.

57. The method defined in claim 34, wherein said releasing the auxiliary electronic message is executed in response to receipt of a selection from the intended recipient identifying the composite message.

58. The method defined in claim 57, wherein the selection is received from a telephony device associated with the intended recipient.

59. The method defined in claim 57, wherein the selection is received from an auxiliary device associated with the intended recipient.

60. The method defined in claim 1, wherein said releasing the auxiliary electronic message to the intended recipient comprises:

sending to an auxiliary address associated with the intended recipient a redacted version of the auxiliary electronic message;

responsive to a message indicative of a selection of the redacted version of the auxiliary electronic message, sending the auxiliary electronic message to the auxiliary address associated with the intended recipient.

61. The method defined in claim 60, wherein the auxiliary electronic message comprises a file conveying an image segment and wherein the redacted version of the auxiliary electronic message comprises a file conveying a thumbnail of the image segment.

62. The method defined in claim 60, wherein the auxiliary electronic message comprises a file conveying a video segment and wherein the redacted version of the auxiliary electronic message comprises a file conveying a thumbnail of the video segment.

63. The method defined in claim 1, the auxiliary electronic message being a particular auxiliary electronic message, wherein said releasing the auxiliary electronic message to the intended recipient comprises sending a retrieval message to an auxiliary address associated with the intended recipient, the retrieval message comprising a plurality of auxiliary electronic messages including the particular auxiliary electronic message.

64. The method defined in claim 63, wherein the retrieval message is instrumental in causing a device used by the intended recipient to interact with the voice mail system to implement a message management interface to visually organize the plurality of auxiliary electronic messages.

65. The method defined in claim 1, the auxiliary electronic message being a particular auxiliary electronic message, the voice segment being a particular voice segment, wherein said releasing the auxiliary electronic message to the intended recipient comprises sending a retrieval message to an auxiliary address associated with the intended recipient, the retrieval message comprising a plurality of auxiliary electronic messages including the particular auxiliary electronic message and a plurality of voice segments including the particular voice segment.

66. The method defined in claim 65, wherein the retrieval message is instrumental in causing a device used by the intended recipient to interact with the voice mail system to implement a message management interface to visually organize the plurality of auxiliary electronic messages and the plurality of voice segments.

67. The method defined in claim 34, wherein the auxiliary electronic message conveys a uniform resource locator, wherein the retrieval message is instrumental in causing a device used by the intended recipient to interact with the voice mail system to implement a message management interface to allow the uniform resource locator to be actionable by the intended recipient.

68. Computer-readable media tangibly embodying a program of instructions executable by a computing device to perform a method of handling a call placed by a caller, the method comprising:

providing the caller with an opportunity to submit a voice segment destined for an intended recipient;

providing the caller with an opportunity to submit an auxiliary electronic message destined for the intended recipient;

storing in a mailbox associated with the intended recipient a composite message comprising the voice segment and the auxiliary electronic message;

releasing the auxiliary electronic message to the intended recipient upon interaction with the intended recipient.

69. A voice mail system, comprising:

a plurality of mailboxes associated with respective users of the voice mail system, each of said mailboxes comprising a respective set of at least one message, at least one particular message in the mailbox associated with a particular user comprising a respective voice content field and a respective auxiliary content field, the voice content field of the particular message comprising a voice segment submitted by a caller during prior interaction with the voice mail system, the auxiliary content field of the particular message comprising an auxiliary electronic message information submitted by the caller during said prior interaction with the voice mail system; and

a control unit operative for interacting with the particular user to allow the particular user to retrieve the voice segment in the voice content field of the particular message and the auxiliary electronic message in the auxiliary content field of the particular message.