System for pre-recording and later interactive playback of scripted messages during a call engagement

• US 6,356,634 B1
• Filed: 02/25/1999
• Issued: 03/12/2002
• Est. Priority Date: 02/25/1999
• Status: Expired due to Fees

• Current Assignee: Noble Systems Corporation
• Original Assignee: Noble Systems Corporation
• Inventors: Noble, James K. Jr.
• Primary Examiner(s): Tsang, Fan
• Assistant Examiner(s): Foster, Roland G.
• Application Number:
  US09/257,435
• Time in Patent Office: 1,111 Days
• Field of Search: 379/67.1, 379/88.11, 379/88.22, 379/88.13, 379/88.14, 379/88.15, 379/88.17, 379/88.23, 379/93.01, 379/93.17, 379/93.23, 379/93.25, 379/214, 379/265, 379/266, 379/267, 379/93.12, 379/266.07, 379/265.01, 379/265.02, 379/69, 379/88.16, 704/200, 704/246, 704/258, 704/260
• US Class Current: 379/266.07
• CPC Class Codes: H04M 2201/60 Medium conversion
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends

Abstract

The present invention provides a communications system and maintenance system for telephone contact. The present invention is designed to be a stand-alone system used in concert with computers and public telephone switches that are well known in the telephone contact industry. The present invention may, if desired, be integrated into an existing telephone contact system or host program, or, it can be made available as a stand alone product. The communication system enables the telephone service representative to transparently deliver a prerecorded voice file to a party that is consistent in voice tone, quality, energy and pitch. The communication system also provides the telephone service representative with a viewable transcript of the actual voice being transmitted to the party. The maintenance system enables the telephone service representative to update and improve selected prerecorded voice files to ensure voice quality, energy, tone, and pitch of his/her recordings and management to approve and control quality before the recording is used within the system.

Claims

1. A system for interactively communicating text and voice between a selected first user and a second user via telephone communications, the system providing means for interpreting commands and user interconnection, comprising:

a) a computer having a memory;

b) a communications program stored in said memory, said communications program receiving a selected contact stimulus from the system;

c) said communications program responsive to said selected contact stimulus, retrieves from said memory the selected first user'"'"'s voice file and a replicated text file;

d) said communications program operatively presents said replicated text file to the first user and said voice file to the second user;

e) said communications program operatively receives a subsequent contact stimulus derived from communication between the first and second user;

f) said subsequent contact stimulus being generated by the first user in response to the second user'"'"'s communication;

g) said communications program responsive to said subsequent contact stimulus presents a subsequent replicated text file to the first user and a subsequent voice file to the second user;

h) wherein said communications program transparently presents said subsequent voice file to the second user;

i) wherein said communications program operatively receives said subsequent contact stimuli from the first user;

j) wherein said communications program operatively presents said replicated text file to the first user and pauses to await an indicator from the first user to present said voice file to the second user;

k) wherein said communications program determines the first user'"'"'s authorization to activate selected replicated text and selected voice files;

l) wherein said communications program correlates indicators to selected replicated text and selected voice files; and

m) wherein said communications program prevents selected replicated text and selected voice files being repeated during a selected communication period between the first and second user;

whereby said communications program interactively responds to the communication between the first and second user.

2. The system of claim 1, wherein said subsequent contact stimuli reflects transparent communication between the first and second user.

3. The system of claim 1, wherein said subsequent contact stimuli reflects audible communication between the first and second user.

4. The system of claim 1, wherein said communications program operatively responds to a request from the first user, said program presents selected replicated text to the first user.

5. The system of claim 4, wherein said communications program prevents selected voice files from being repeated during a selected communication period between the first and second user.

6. The system of claim 5, wherein said voice files are selected from an approved list of voice files.

7. The system of claim 1, further comprising:

a) a maintenance program stored in said memory;

b) said maintenance program in communication with the first user;

c) a voice file request transmitted from the first user to said maintenance program, said maintenance program operatively responsive to said request;

d) said maintenance program audibly transmitting said voice file to the first user for updating; and

,

e) said maintenance program operatively responding to the updated voice file.

8. The system of claim 7, wherein the first user selects a voice file from a plurality of voice files presented by said maintenance program.

9. The system of claim 8, wherein said maintenance program activates said selected voice file.

10. The system of claim 9, wherein said manager disapproves the quality of said updated voice file.

11. The system of claim 9, wherein said manager approves the quality of said updated voice file.

12. The system of claim 9, wherein said manager suggests improvements to the quality of said updated voice file.

13. The system of claim 12, wherein said maintenance program operatively responding includes speed and volume control of said voice file.

14. The system of claim 13, wherein said maintenance program operatively responding includes fast forward and reverse control of said voice file.

15. The system of claim 14, wherein said maintenance program operatively responding includes indexing said voice file with a counter.

16. The system of claim 15, wherein said maintenance program operatively responding includes editing leading and trailing portions of said voice file.

17. The system of claim 16, wherein said maintenance program operatively responding includes video imaging of said voice file.

18. The system of claim 17, wherein said maintenance program operatively responding includes pitch control of said voice file.

19. The system of claim 18, wherein said maintenance program operatively responding includes masking the voice of the first user of said voice file.

20. A system for interactively communicating text and voice between a first user initiating a telephone call and a second user receiving the telephone call, comprising:

a) a computer having a memory;

b) a communications program stored in said memory, said communications program commanding at least one voice file and a text file replicated from said voice file stored in said memory;

c) said communications program responsive to a request from the first user to communicate with the second user, said communications program retrieves from said memory said voice file and said replicated text file;

d) said communications program operatively presents said text file to the first user and said voice file to the second user;

e) said communications program operatively responds to the first user providing a first indicator derived from monitored communications with the second user;

f) said communications program presents a subsequent text file to the first user and a subsequent voice file to the second user in accordance with said first indicator,

g) a maintenance program stored in said memory;

h) said maintenance program in communication with the first user;

i) a voice file request transmitted from the first user to said maintenance program, said maintenance program operatively responsive to said request;

j) said maintenance program audibly transmitting said voice file to the first user for updating;

k) said maintenance program operatively responding to the updated voice file;

l) said maintenance program providing a selected a voice file from a plurality of voice files;

m) said maintenance program activates said selected voice file;

n) said manager disapproves the quality of said updated voice file;

o) said manager approves the quality of said updated voice file; and

,

p) said manager suggests improvements to the quality of said updated voice file,

whereby said program manages the interactive communication between the first user receiving text and the second user receiving voice.

21. The system of claim 20, wherein said communications program operatively presents said replicated text file to the first user and pauses to await an indicator from the first user to present said voice file to the second user.

22. The system of claim 21, wherein said communications program determines the first user'"'"'s authorization to activate selected text and selected voice files.

23. The system of claim 22, wherein said communications program correlates indicators to selected text and selected voice files.

24. The system of claim 23, wherein said communications program prevents selected text and selected voice files being repeated during a selected communication period between the first and second user.

25. The system of claim 24, wherein said communications program operatively responds to a request from the first user, said program presents selected text to the first user.

26. The system of claim 25, wherein said communications program prevents selected voice files from being repeated during a selected communication period between the first and second user.

27. The system of claim 26, wherein said voice files are selected from an approved list of voice files.

28. The system of claim 27, wherein said maintenance program operatively responding includes speed and volume control of said voice file.

29. The system of claim 28, wherein said maintenance program operatively responding includes fast forward and reverse control of said voice file.

30. The system of claim 29, wherein said maintenance program operatively responding includes indexing said voice file with a counter.

31. The system of claim 30, wherein said maintenance program operatively responding includes editing leading and trailing portions of said voice file.

32. The system of claim 31, wherein said maintenance program operatively responding includes video imaging of said voice file.

33. The system of claim 32, wherein said maintenance program operatively responding includes pitch control of said voice file.

34. The system of claim 33, wherein said maintenance program operatively responding includes masking the voice of the first user of said voice file.