Telephone answering service with integrated voice and textual message storage

• US 5,113,429 A
• Filed: 02/23/1990
• Issued: 05/12/1992
• Est. Priority Date: 09/29/1988
• Status: Expired due to Fees

• Current Assignee: American Tel-A-Systems Incorporated
• Original Assignee: American Tel-A-Systems Incorporated
• Inventors: Anderson, Kent D., Morley, John F. Jr.
• Primary Examiner(s): Brown, Thomas W.
• Application Number:
  US07/484,235
• Time in Patent Office: 809 Days
• Field of Search: 379/88, 379/89, 379/67, 379/94, 379/97, 379/96, 379/214, 379/213, 379/93, 379/269, 379/284, 379/84, 379/202, 379/218
• US Class Current: 379/88.13
• 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 3/53 Centralised arrangements for recording incoming messages , i.e. mailbox systems
• CPC Class Codes: H04M 3/5307 for recording messages comprising any combination of audio and non-audio components

Abstract

A telephone answering system for providing textual messages and voice messages generated by telephone answering of telephones of persons having telephone calls answered by the system. A system memory stores textual and voice messages. A voice message recording system controls recording of voice messages of answered telephone calls of persons having telephone calls answered by the telephone answering system. A textual message recording system controls recording of textual messages provided by an operator who answers telephone calls made to persons having their telephones answered by the telephone answering system. A programmed computer program implements the voice message recording system and the textual message recording system by execution of a program. The computer decodes a telephone number of each telephone call answered by the telephone answering system, determines a program service option to be performed in answering each telephone call based upon the decoded telephone number, causes the voice message recording system to record a voice message in the system memory if the service option is specified to be answering telephone calls by the voice message recording system, initiates ringing of an operator to cause the operator to answer the telephone call and causes the textual message recording system to record textual messages in the system memory if the service option is specificed to use an operator to record textual messages in. The recording systems function to permit selective playback of individual recorded messages by the placing of a telephone call to the answering system.

Claims

1. A telephone answering system for providing textural messages produced from operators answering telephone calls received by the answering system and voice messages produced by the answering of telephone calls received by the telephone answering system comprising:

at least one operator station which is operated by an operator in answering telephone calls, an operator station including a display device for displaying information to be utilized by the operator in answering telephone calls at the operator station and a textual message generating device used by the operator during answering telephone calls for composing textual messages recording information from telephone calls answered by the operator;

a voice message recording system for recording the voice messages, from telephone calls answered by the answering system, in a memory of the answering system;

a textual message recording system for recording the textual messages, composed by an operator using the textual message generating device at one of the at least one operator station in answering a telephone call, in the memory of the answering system; and

a programmed controller for controlling the voice message recording system and the textual message recording system under the control of programming stored in the memory of the answering system, the programmed controller determining telephone number digits of each telephone call received by the answering system to be answered by the answering system, the digits being used by the controller to identify stored information, the stored information being used for controlling whether the received telephone call is to be answered either by the voice message recording system which records information from the answered telephone call in the memory of the answering system or by an operator at one of the at least one operator station who utilizes the information displayed on the display device obtained from the stored information to answer the received telephone call and who composes a textual message from answering the received telephone call which is recorded by the textual message recording system in the memory of the answering system, and controlling the reproduction of messages recorded by the recording system.

2. A telephone answering system in accordance with claim 1 wherein:

the programmed controller is a programmed computer.

3. A telephone answering system in accordance with claim 2 wherein:

the programmed computer is a personal computer.

4. A telephone answering system in accordance with claim 1 wherein:

the programming is a single control program.

5. A telephone answering system in accordance with claim 2 wherein:

the programming is a single control program.

6. A telephone answering system in accordance with claim 3 wherein:

the programming is a single control program.

7. A telephone answering system in accordance with claim 1 wherein:

the memory of the answering system is a disk storing the recorded textual messages, the recorded voice messages and the programming of the programmed controller.

8. A telephone answering system in accordance with claim 2 wherein:

the memory of the answering system is a disk storing the recorded textual messages, the recorded disk messages and the programming of the computer.

9. A telephone answering system in accordance with claim 3 wherein:

the memory of the answering system is a disk storing the recorded textual messages, the recorded voice messages and the programming of the personal computer.

10. A telephone answering system in accordance with claim 4 wherein:

the memory of the answering system is a disk storing the recorded textual messages, the recorded voice messages and the single control program.

11. A telephone answering system in accordance with claim 5 wherein:

the memory of the answering system is a disk storing the recorded textual messages, the recorded voice messages and the single control program.

12. A telephone answering system in accordance with claim 6 wherein:

the memory of the answering system is a disk storing the recorded textual messages, the recorded voice messages and the single control program.

13. A telephone answering system in accordance with claim 1 wherein:

the voice message recording system converts the information from a telephone call answered by the answering system into a digital voice message;

the textual message recording system under control of an operator composes the textual message into a digital textual message; and

wherein

the digital textual messages are transmitted from the at least one operator station to the memory of the answering system under control of the textual message recording system and the digital voice messages are transmitted from the voice message recording system to the memory of the answering system under control of the voice message recording system utilizing a digital data bus, a reproduced digital textual message is transmitted under control of the textual message recording system from the memory of the answering system using the digital data bus to an operator station for display by the display device of the operator station to which the digital textual message is transmitted, and reproduced digital voice messages are transmitted from the memory of the answering system using the digital data bus to the voice message recording system where the reproduced digital messages are converted into analog form and reproduced.

14. A telephone answering system in accordance with claim 4 wherein:

the voice message recording system converts the information from a telephone call answered by the answering system into a digital voice message;

the textual message recording system under control of an operator composes the textual message into digital textual message; and

wherein

the digital textual messages are transmitted from the at least one operator station to the memory of the answering control under control of the textual message recording system and the digital voice messages are transmitted from the voice message recording system to the memory of the answering system under control of the voice message recording system utilizing a digital data bus, a reproduced digital textual message is transmitted under control of the textual message recording system from the memory of the answering system using the digital data bus to an operator station for display by the display device of the operator station to which the digital voice messages are transmitted from the memory of the answering system using the digital data bus to the voice message recording system where the reproduced digital messages are converted into analog form and reproduced.

15. A telephone answering system in accordance with claim 7 wherein:

the voice message recording system converts the information from a telephone call answered by the answering system into a digital voice message;

the textual message recording system under control of an operator composes the textual message into digital textual message; and

wherein

the digital textual messages are transmitted from the at least one operator station to the memory of the answering system under control of the textual message recording system and the digital voice messages are transmitted from the voice message recording system to the memory of the answering system under control of the voice message recording system utilizing a digital data bus, a reproduced digital textual message is transmitted under control of the textual message recording system from the memory of the answering system using the digital data bus to an operator station for display by the display device of the operator station to which the digital textual message is transmitted, and reproduced digital voice messages are transmitted from the memory of the answering system using the digital data bus to the voice message recording system where the reproduced digital messages are converted into analog form and reproduced.

16. A telephone answering system in accordance with claim 8 wherein:

the voice message recording system converts the information from a telephone call answered by the answering system into a digital voice message;

the textual message recording system under control of an operator composes the textual message into digital textual message; and

wherein

the digital textual messages are transmitted from the at least one operator station to the memory of the answering system under control of the textual message recording system and the digital voice messages are transmitted from the voice message recording system to the memory of the answering system under control of the voice message recording system utilizing a digital data bus, a reproduced digital textual message is transmitted under control of the textual message recording system from the memory of the answering system using the digital data bus to an operator station for display by the display device of the operator station to which the digital textual message is transmitted, and reproduced digital voice messages are transmitted from the memory of the answering system using the digital data bus to the voice message recording system where the reproduced digital messages are converted into analog form and reproduced.

17. A telephone answering system in accordance with claim 9 wherein:

the voice message recording system converts the information from a telephone call answered by the answering system into a digital voice message;

the textual message recording system composes the textual information into digital textual message; and

wherein

the digital textual messages are transmitted from the at least one operator station to the memory of the answering system under control of the textual message recording system and the digital voice messages are transmitted from the voice message recording system to the memory of the answering system under control of the voice message recording system utilizing a digital data bus, a reproduced digital textual message is transmitted under control of the textual message recording system from the memory of the answering system using the digital data bus to an operator station for display by the display device of the operator station to which the digital textual message is transmitted, and reproduced digital voice messages are transmitted from the memory of the answering system using the digital data bus to the voice message recording system where the reproduced digital messages are converted into analog form and reproduced.

18. A telephone answering system in accordance with claim 1 wherein:

the programmed information stored in the memory of the answering system comprises a file of information containing digits identifying a DID line of the answering service on which the received telephone call is received by the answering system and a programmed service option specifying whether the textual message recording system or the voice message recording system is used to answer calls received on the identified DID line.

19. A telephone answering system for providing textual messages from operators answering telephone calls received by the answering system and voice messages produced by the answering of telephone calls received by the telephone answering system comprising:

at least one operator station which is operated by an operator in answering telephone calls, an operator station including a display device for displaying information to be utilized by the operator in answering telephone calls at the operator station and a textual message generating device used by the operator during answering telephone calls for composing textual messages recording information from telephone calls answered by the operator;

a voice message recording system for recording the voice messages, from telephone calls answered by the telephone answering system, in a memory of the answering system;

a textual message recording system for recording the textual messages, composed by an operator using the textual message generating device at the at least one operator station in answering telephone calls, in the memory of the telephone answering system; and

a controller controlling the voice message recording system and the textual message recording system under the control of a single control program stored in the memory of the answering system, the controller determining telephone number digits of each telephone call received by the answering system to be answered by the answering system, the digits being used to identify stored information, the stored information being used by the controller for controlling whether the received telephone call is to be answered either by the voice message recording system which records information from the answered telephone call in the memory of the answering system or by an operator at one of the at least one operator system who utilizes the information displayed on the display device obtained from the stored information to answer the received telephone call and who composes a textual message from answering the received telephone call which is recorded by the textual message recording system in the memory of the answering system, and controlling the reproduction of messages recorded by the recording systems by either an operator reading a recorded textual message or an audio reproduction of the recorded voice message.