Interface to and operation of a voice messaging system

• US 4,926,462 A
• Filed: 02/24/1988
• Issued: 05/15/1990
• Est. Priority Date: 02/24/1988
• Status: Expired due to Term

• Current Assignee: Avaya Incorporated
• Original Assignee: Vmx/Opcom
• Inventors: Pounds, Gregory E., Shepard, Robert R., Ladd, David J., Kusumi, Tim J., Bonee, Peter A.
• Primary Examiner(s): Brown, Thomas W.
• Application Number:
  US07/159,783
• Time in Patent Office: 811 Days
• Field of Search: 379/67, 379/88, 379/89, 379/211, 379/212, 379/214, 379/233, 379/245, 379/246, 379/198
• US Class Current: 379/88.26
• CPC Class Codes: H04M 1/57 Arrangements for indicating or recording the number of the calling subscriber at the called subscriber's set at the operator set in a manual exchange H04M5/20
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/42042 Notifying the called party of information on the calling party details within substation equipment H04M1/57, signalling details H04Q3/72
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/42093 Notifying the calling party of information on the called or connected party
• CPC Class Codes: H04M 3/42102 Making use of the called party identifier
• CPC Class Codes: H04M 3/42314 in private branch exchanges
• CPC Class Codes: H04M 3/487 Arrangements for providing information services, e.g. recorded voice services or time announcements
• 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 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/527 Centralised call answering arrangements not requiring operator intervention
• CPC Class Codes: H04M 3/53 Centralised arrangements for recording incoming messages , i.e. mailbox systems
• CPC Class Codes: H04M 3/546 in private branch exchanges
• CPC Class Codes: H04M 7/009 in systems involving PBX or KTS networks
• CPC Class Codes: H04M 7/14 in systems involving main and subordinate switching centres
• CPC Class Codes: H04Q 3/625 Arrangements in the private branch exchange
• CPC Class Codes: H04Q 3/627 Details
• CPC Class Codes: H04Q 3/665 Circuit arrangements therefor
• CPC Class Codes: H04Q 3/70 Identification of class of calling subscriber

Abstract

A voice messaging system for use with a telephone system. The preferred embodiment comprises a voice messaging system which interfaces to a PBX through a feature phone interface, the voice messaging system emulating a feature phone. The PBX supplies information to the voice messaging system such as information on the origination and history of the call. The present invention discloses improved methods of handling calls directed to the voice messaging system based on the information supplied by the PBX.

Claims

1. A telephone system, comprising:

a telephone switching means comprising a first port for supplying call information to a feature phone, said first port accepting calls directed to a plurality of extensions;

said telephone switching means further comprising a plurality of second ports, each of said second ports accepting calls directed to one of said plurality of extensions;

a voice messaging system coupled with said first port and said plurality of second ports for receiving said call information on said first port and further processing said call on one of said plurality of second ports.

2. The telephone system, as recited in claim 1, wherein said voice messaging system comprises a phone emulation means for accepting call information from said first port and supplying said call information to said voice messaging system.

3. The telephone system, as recited in claim 2, wherein said telephone switching means further comprises a plurality of third ports for coupling with a plurality of telephones, said telephone switching means further comprising a circuit for switching a call from one of said plurality of telephones to one of said plurality of extensions.

4. The telephone system, as recited by claim 3, wherein said telephone switching means further comprises a plurality of fourth ports for coupling with a plurality of external telephone lines, said telephone switching means further comprising a circuit for switching a call from one of said plurality of external telephone lines to one of said plurality of extensions.

5. A telephone system, comprising:

a telephone switching means comprising a first port for supplying call information to a feature phone, said first port accepting calls directed at a plurality of extensions;

said telephone switching means further comprising a plurality of second ports;

each of said second ports for accepting calls directed at one of said plurality of extensions;

said feature phone comprising a third port for supplying call information to a voice messaging system;

said voice messaging system coupled with said third port and said plurality of second ports for receiving said call information from said third port and further processing a call on one of said second ports.

6. The telephone system, as recited in claim 5, wherein said voice messaging system comprises a fourth port for accepting call information from said third port and supplying said call information to said voice messaging system.

7. The telephone system, as recited by claim 5, wherein a call is directed to the voice messaging system through said third port and said voice messaging system supplies a code to said switching means and said switching means switches said call to one of said second ports responsive to said code.

8. A method for processing a first telephone call in a telephone system, said telephone system comprising a switching means having a first port for supplying call information to a feature phone, said first port associated with a plurality of telephone extensions, said switching means further having a plurality of second ports, each of said second ports associated with one of said telephone extensions, and a voice messaging system coupled with said first port and said plurality of second ports, comprising the steps of:

(a) said voice messaging system receiving an indication of said first telephone call on said first port;

(b) said switching means providing call information to said voice messaging system over said first port; and

(c) said voice messaging system completing processing of said first call on one of said plurality of second ports.

9. The method, as recited by claim 8, wherein said voice messaging system answers said first call subsequent to receiving an indication of said first call on said first port and said voice messaging system places said first call on hold on said first port prior to said one of said plurality of second ports going off-hook.

10. The method, as recited by claim 8, wherein said voice messaging system answers said first call subsequent to receiving an indication of said first call on said first port and said voice messaging system causes one of said plurality of second ports to be conferenced in on said first call.

11. The method, as recited by claim 8, wherein said voice messaging system receives said call information responsive to providing a code to said switching means on said first port.

12. The method, as recited by claim 8, wherein said first port receives a second call on said first port prior to completion of processing of said first call on said one of said plurality of second ports.

13. A method for processing a telephone call in a telephone system, said telephone system comprising a switching means having a first port for supplying call information to a feature phone, said first port for accepting call directed to a plurality of extensions, said switching means further comprising a plurality of second ports, each of said second ports for accepting calls directed to one of said plurality of extensions, said feature phone comprising a third port for supplying call information, said telephone system further comprising a voice messaging system coupled with said third port and said plurality of second ports, comprising the steps of:

(a) said voice messaging system receiving an indication of said telephone call on said third port;

(b) said switching means providing call information on said first port to said feature phone;

(c) said feature phone providing said call information on said third port to said voice messaging system;

(d) said voice messaging system providing a code on one of said second ports and said switching means providing said call on said one of said second ports responsive to said code.

14. A method for processing a telephone call in a telephone system, said telephone system comprising a plurality of telephone stations, a switching means having a first plurality of ports for coupling with said plurality of telephone stations, and a voice messaging system, said voice messaging system coupled with said switching means, comprising the steps of:

(a) said switching means directing said call at a first of said plurality of telephone stations;

(b) determining said call is not answered by said first telephone station;

(c) said switching means directing said call to said voice messaging system in response to said call not being answered;

(d) said switching means providing call information to said voice messaging system; and

(e) said voice messaging system selecting a second of said plurality of telephone stations to transfer said call to, said second telephone station selected based on said call information.

15. The method, as recited by claim 14, wherein said determination that said call was unanswered comprises determining whether said first telephone station is busy, whether said call is not answered by said first telephone station for a predetermined number of rings or determining said first telephone station has been placed in a mode in which it is not accepting calls.

16. The method, as recited by claim 14, wherein said selection of a second of said plurality of telephone stations is based on the current time and day.

17. The method as recited by claim 14, wherein said second of said plurality of telephone stations is selected based on the source of a call.

18. The method, as recited by claim 14, wherein said second telephone station is selected based on a set of predetermined conditions, said set of predetermined conditions comprising selecting a second of said plurality of telephone stations based on said first telephone station.

19. The method, as recited by claim 14, wherein said second telephone station is selected based on a set of predetermined conditions, said set of predetermined conditions comprising selecting a second of said plurality of telephone stations based on the time said call is received.

20. The method as recited by claim 14, wherein said telephone system further comprises a feature phone coupled with said voice messaging system and said switching means, said feature phone receiving said call information from said switching means and supplying said call information to said voice messaging system.

21. The method, as recited by claim 14, further comprising the steps of:

(a) determining said call is unanswered by said second telephone station;

(b) directing said call to said voice messaging system in response to said call being unanswered by said second telephone station; and

(c) said voice messaging system providing said call access to a message recording means.

22. The method, as recited by claim 21, wherein said message recording means is associated with said first telephone station.

23. The method, as recited by claim 21, wherein said message recording means provides an announcement to a caller placing said call, said announcement associated with said first telephone station.

24. The method, as recited by claim 14, further comprising the step of said voice messaging system providing an announcement to a person answering said second telephone station if said call is answered by said second telephone station, said announcement associated with said first telephone station.

25. The method, as recited by claim 24, wherein said information comprises identifying information identifying said first telephone station.

26. The method, as recited by claim 24, wherein said information comprises the reason said call was unanswered by said first telephone station.

27. In a telephone system, said telephone system comprising a plurality of extensions and a messaging means, said messaging means comprising a plurality of mailboxes associated with said plurality of extensions, a method comprising:

(a) accessing said messaging means from one of said extensions;

(b) supplying said messaging means with identifying information, said identifying information identifying a mailbox;

(c) said messaging means prompting a caller to supply a password under a first set of predetermined conditions; and

(d) said messaging means allowing said caller to receive immediate access to a set of predetermined functions under a second set of predetermined conditions.

28. The method, as recited by claim 27, wherein said set of predetermined functions is available depending on time and day.

29. A method, as recited by claim 27, wherein said identifying information is automatically supplied by said telephone system to said messaging means.

30. The method, as recited by claim 27, wherein said set of predetermined functions comprises changing a personal greeting.

31. A method, as recited by claim 27, wherein said set of predetermined functions comprises sending a message.

32. The method, as recited by claim 27, wherein said set of predetermined functions comprises accessing a telephone system network.

54. The method, as recited by claim 27, wherein said first set of predetermined conditions comprises the additional step of supplying a first code subsequent to supplying said messaging means with said identifying information.

55. The method as recited by claim 27, wherein said first set of predetermined conditions comprises the additional step of supplying a first code and a security access code subsequent to supplying said messaging means with said identifying information.

33. A method for processing a telephone call in a telephone system, said telephone system comprising at least one call originating means, at least one call receiving means, switching means for switching calls from said call originating means to said call receiving means, said switching means having a first port for providing call origination and destination information to a feature phone, said first port associated with a plurality of extensions, a second plurality of ports associated with said plurality of extensions and a messaging means coupled with said first port and said plurality of second ports, comprising the steps of:

(a) originating a call from one of said call originating means to one of said call receiving means;

(b) determining said call was unanswered by said call receiving means;

(c) said switching means providing said call to said messaging means in response to said call being unanswered;

(d) said switching means providing said messaging means with said call origination and destination information;

(e) said messaging means providing a voice message to said call, said voice message associated with said call receiving means.

34. The method, as recited by claim 33, wherein said message may be changed by accessing said messaging means.

35. A method for processing telephone calls in a telephone system, said telephone system comprising a first call originating means, a second call originating means, a plurality of call receiving means, switching means for switching calls from said first call originating means or said second call originating means to one of said call receiving means and a messaging means, comprising the steps of:

(a) said switching means receiving a first call from said first call originating means;

(b) said switching means providing said first call to said messaging means, said switching means further providing a first identifying information, said first identifying information identifying said first call as originating from said first call originating means;

(c) said messaging means providing a first message to said first call in response to receiving said first call and said first identifying information;

said method further comprising the steps of;

(a) said switching means receiving a second call from said second call originating means;

(b) said switching means providing said second call to said messaging means, said switching means further providing a second identifying information, said second identifying information identifying said second call as originating from said second call originating means; and

(c) said messaging means providing a second message to said second call in response to receiving said second call and said second identifying information.

36. The method, as recited by claim 35, wherein said first call originating means is coupled with a first external telephone trunk, said first external telephone trunk coupled with said switching means.

37. The method, as recited by claim 36, wherein said second call originating means is coupled with a second external telephone trunk, said second external telephone trunk coupled with said switching means.

38. The method, as recited by claim 35, wherein said switching means comprises a private branch exchange.

39. The method, as recited by claim 35, wherein said first message comprises a first menu of call options.

40. The method, as recited by claim 35, wherein said second message comprises a second menu of call options.

41. The method, as recited by claim 39, further comprising the step of switching said first call to one of said call receiving means in response to selection of one of said first call options.

42. The method, as recited by claim 40, further comprising the step of switching said second call to one of said call receiving means in response to selection of one of said second call options.

43. A method for processing a telephone call in a telephone system, said telephone system comprising a plurality of telephone stations, a switching means having a first plurality of ports for coupling with said plurality of telephone stations and a voice messaging system, said voice messaging system coupled with said switching means, comprising the steps of:

(a) said switching means directing said call at a first of said plurality of telephone stations;

(b) determining said call is not answered by said first telephone station;

(c) said switching means directing said call to said voice messaging system in response to said call not being answered;

(d) said switching means providing call information to said voice messaging system;

(e) said voice messaging system selecting a second of said plurality of telephone stations to transfer said call to based on a set of predetermined conditions, said second telephone station selected based on said call information;

(f) said voice messaging system indicating to said switching means said call is to be transferred to said second telephone station;

(g) said switching means connecting said voice messaging system with said second telephone station;

(h) said voice messaging system announcing said call to said second telephone station after said second telephone station answers;

(i) said voice messaging system disconnecting from said call after announcing said call; and

(j) said switching means connecting said call with said second telephone station in response to said voice messaging system disconnecting from said call.

44. The method, as recited by claim 43, wherein said voice messaging system indicates to said switching means said call is to be transferred by temporarily interrupting loop current on said switching means and outpulsing an identification number identifying said second telephone station.

45. The method as recited by claim 43, wherein said switching means further comprises a second port for supplying said call information to said voice messaging system.

46. The method as recited by claim 43, wherein said telephone system further comprises a feature phone coupled with said voice messaging system and said switching means, said feature phone receiving said call information from said switching means and supplying said call information to said voice messaging system.

47. The method, as recited by claim 43, wherein said step (e) of selecting of said second telephone station is based on the time and day.

48. A method for processing a telephone call in a telephone system, said telephone system comprising a switching means for switching said telephone call, a first telephone extension, a second telephone extension, a third telephone extension, said first, second and third telephone extensions coupled with said switching means and a voice messaging system, comprising the steps of:

(a) said switching means directing said telephone call at said first telephone extension;

(b) detecting said telephone call is not answered by said first telephone extension; and

(c) said voice messaging system providing the caller placing said telephone call a first plurality of menu options during a first predetermined time period, said voice messaging system providing a second plurality of menu options during a second predetermined time period.

49. The method as recited by claim 48, wherein said caller indicates said call is to be transferred to a second extension responsive to said menu options.

50. The method as recited by claim 49, wherein said caller indicates said call is to be transferred by depressing a predetermined digit on said caller'"'"'s telephone set.

51. A method for processing a telephone call in a telephone system, said telephone system comprising a switching means for switching said telephone call, a first telephone extension, a second telephone extension, a third telephone extension, said first, second and third telephone extensions coupled with said switching means and a voice messaging system, comprising the steps of:

(a) said switching means directing said telephone call at said first telephone extension;

(b) detecting said telephone call is not answered by said first telephone extension;

(c) a caller placing said telephone call indicating to said voice messaging system said telephone call is to be transferred to said second telephone extension, said second telephone extension associated with said first telephone extension; and

(d) said voice messaging system providing an informational message to said second telephone extension.

52. The method as recited by claim 51, wherein said informational message comprises information identifying said first telephone extension.

53. The method as recited by claim 51, wherein said informational message comprises information regarding the reason said first telephone extension did not answer said telephone call.

56. A method for processing a telephone call in a telephone system, said telephone system comprising a plurality of telephone stations, a switching means having a first plurality of ports for coupling with said plurality of telephone stations and a voice messaging system, said voice messaging system coupled with said switching means, comprising the steps of:

(a) said switching means directing said call at a first of said plurality of telephone stations;

(b) determining said call is not answered by said first telephone station;

(c) said switching means directing said call to said voice messaging system in response to said call not being answered;

(d) said switching means providing call information to said voice messaging system;

(e) said voice messaging system selecting a second of said plurality of telephone stations to transfer said call to based on said call information;

(f) said voice messaging system indicating to said switching means said call is to be transferred to said second telephone station;

(g) said switching means connecting said voice messaging system with said second telephone station and disconnecting said call from said voice messaging system;

(h) determining said call is not answered by said second telephone station;

(i) said voice messaging system reconnecting to said call in response to said call not being answered;

(j) said switching means providing said call information to said voice messaging system;

(k) said voice messaging system indicating to said switching means said call is to be transferred to a third telephone station in response to said call not being answered by said second telephone station;

(l) said voice messaging system announcing said call to said third telephone station after said third telephone station answers;

(m) said voice messaging system disconnecting from said call; and

(n) said switching means connecting said call with said third telephone station in response to said voice messaging system disconnecting from said call.

57. The method, as recited by claim 56, wherein said voice messaging system indicates to said switching means said call is to be transferred by temporarily interrupting loop current on said switching means and outpulsing an identification number identifying said second telephone station or said third telephone station.

58. The method, as recited by claim 56, wherein said voice messaging system reconnects to said call by temporarily interrupting loop current on said switching means.

59. A method for processing a telephone call in a telephone system, said telephone system comprising a switching means for switching said telephone call, a first telephone extension, a second telephone extension, said first and second telephone extensions coupled with said switching means and a voice messaging system, comprising the steps of:

(a) said switching means directing said telephone call at said first telephone extension;

(b) detecting said telephone call is not answered by said first telephone extension; and

(c) a caller placing said telephone call indicating to said voice messaging system said telephone call is to be transferred to said second telephone extension, said second telephone extension associated with said first telephone extension; and

(d) said voice messaging system providing an informational message, said informational message comprising information regarding the reason said first telephone extension did not answer said telephone call, to said second telephone extension.