On-hold message system

• US 8,259,912 B2
• Filed: 04/06/2007
• Issued: 09/04/2012
• Est. Priority Date: 01/18/2002
• Status: Active Grant

• Current Assignee: Info-Hold Incorporated
• Original Assignee: Info-Hold Incorporated
• Inventors: Hazenfield, Joey C.
• Primary Examiner(s): Patel, Hemant
• Application Number:
  US11/783,188
• Publication Number:
  US 20070230669A1
• Time in Patent Office: 1,978 Days
• Field of Search: 379/114.13, 379/142.06, 379/142.15, 379/201.12, 379 671- 8828, 379156-16704, 379177-187, 379/201.01, 379/207.01, 37920801-21501, 379225-234, 37926501-2661, 379/393, 348 1401- 1416, 370259-271, 370351-356, 704270-278, 709201-207, 709217-248
• US Class Current: 379/88.23
• CPC Class Codes: H04M 2203/353 where the information comprises non-audio but is provided over voice channels protocols for multimedia information services per se H04L65/00
• CPC Class Codes: H04M 3/428 Arrangements for placing incoming calls on hold
• CPC Class Codes: H04M 3/4878 Advertisement messages
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 7/129 Details of providing call progress tones or announcements

Abstract

A programmable in-the-skin or intelligently connected message on hold delivery system is disclosed which comprises a message storage system and a processor for generating prompts which are transmitted to a control device. The prompts are received at the control device and allow an operator to select from a number of options in order to select, among other things, certain ones of the messages stored on said message storage system for playback, as well as the sequence in which said messages are to be played back. The message playback devices are each provided with one or more libraries of messages, and comprise at least one or more audio and/or visual advertising messages. Said system enables the user to start a pre-recorded audio or visual message at the beginning each time a caller is placed on hold in the telephone system.

Claims

1. An on-hold messaging system, comprising:

a business telephone system comprising a plurality of lines or extensions on which a calling party from outside the system may be placed on hold;

a storage device for storing a plurality of messages;

a message playback device for playing said messages; and

a control device for permitting an extension user of said telephone system to select two or more messages from among said plurality of stored messages and one or more lines or extensions from among said plurality of lines or extensions on which said two or more selected messages are to be played by the message playback device when a caller or called party is placed on hold on said telephone system;

wherein the number of said one or more lines or extensions selected using said control device can be less than the total number of said plurality of lines or extensions.

2. The on-hold messaging system of claim 1, wherein said control device permits said user to select the order in which said one or more selected messages are to be played by said message playback device on said one or more selected lines or extensions.

3. The on-hold messaging system of claim 1, wherein said control device permits said user to select a first message from the plurality of messages to be played by said message playback device on a first line or extension from among said plurality of lines or extensions, and to select a second message from said plurality of messages to be played by said message playback device on a second line or extension from among said plurality of lines or extensions, wherein said first message is different from said second message.

4. The on-hold messaging system of claim 1, wherein said control device is selected from the group consisting of a proprietary telephone instrument, a standard DTMF telephone, a general purpose computer, a cellular telephone, and a hand-held computer device.

5. The on-hold messaging system of claim 1, wherein said message playback device comprises a processing device, and wherein said storage device stores said messages as respective files.

6. The on-hold messaging system of claim 1, wherein each of said messages comprises at least one of an audio message, a video message and a multimedia message selectable to be played to the user.

7. An on-hold messaging system, comprising:

a business telephone system comprising a plurality of lines or extensions; and

an on-hold message playback device intelligently connected to or integrated with said telephone system and playing messages selected by and extension user to outside callers into said telephone system that are placed on hold on one of said lines or extensions;

wherein said on-hold message playback device is programmable by the extension user through a communication device operatively communicating with said telephone system to selectively program at least two messages for playback on a selected one of said lines or extensions.

8. The on-hold messaging system of claim 7, wherein said on-hold message playback device provides prompts to a user of said telephone system, said on-hold message playback device further being operable to receive response signals from said user.

9. The on-hold messaging system of claim 8, wherein at least one of said prompts includes a list of messages which said user can select for playing by said on-hold message playback device.

10. The on-hold messaging system of claim 8, wherein said user response signals correspond to a playlist comprising data relating to said plurality of messages, and wherein said on-hold message playback device is operable in response to said user response signals to implement said playlist.

11. The on-hold messaging system of claim 8, wherein at least one of said prompts comprises a portion of a message playable by said on-hold message playback device.

12. The on-hold messaging system of claim 8, wherein at least one of said prompts includes a list of messages which said user can select for playing by said on-hold message playback device.

13. The on-hold messaging system of claim 12, wherein said current playlist and said pending playlist comprise reference codes corresponding to selected messages.

14. The on-hold messaging system of claim 12, wherein said pending playlist comprises a date and time corresponding to when said pending playlist is to be implemented by said message playback device.

15. The on-hold messaging system of claim 12, wherein said prompts allow said user to specify at least one of a plurality of parameters selected from the group consisting of a time of day when a pending playlist is to be implemented by said on-hold message playback device, a date on which a pending playlist is to be implemented by said on-hold message playback device, a sequence in which selected messages are to be played by said on-hold message playback device, and how many times to repeat selected messages in said sequence of messages played by said on-hold message playback device.

16. The on-hold messaging system of claim 12, wherein said prompts guide said user to carry out an operation selected from the group consisting of selecting a message from a current playlist or a pending playlist, adding a message to a current playlist or a pending playlist, deleting a message from a current playlist or a pending playlist, changing a sequence of messages in a current playlist or a pending playlist, and changing at least one of a date or time for playing a message in a current playlist or a pending playlist.

36. The on-hold message system of claim 7, wherein said communication device is a telephone.

37. The on-hold message system of claim 7, wherein said communication device is a general purpose computer.

17. A method of operating a message playback device to play on-hold messages through a business telephone system, comprising the steps of:

storing a library of discrete and individually accessible messages for playing by said message playback device;

storing information for uniquely identifying each of said messages in a memory of said message playback device;

selecting at least two of said messages from said library for playing by said message playback device;

selecting at least one line or extension of a telephone system on which said message playback device is to play said at least two selected messages, wherein the at least two messages are selected by an extension user and wherein the number of lines or extensions selected can be less than the total number of lines or extensions of the telephone system; and

playing at least a portion of said at least two selected messages on said message playback device to an outside party placed on hold on said at least one line or extension.

18. The method of claim 17, wherein said stored information comprises at least one of a title and an identification code.

19. The method of claim 17, further comprising the steps of:

generating and transmitting prompts relating to said stored messages to a control device; and

using said control device to transmit response signals to said message playback device corresponding to said at least one selected message.

20. The method of claim 19, further comprising the steps of:

receiving said response signals at said message playback device; and

accessing said at least one selected message from said library.

21. The method of claim 19, wherein said messages are stored on at least one optical disc.

22. A method of operating a message playback device to play on-hold messages through a business telephone system, comprising the steps of:

storing a library of discrete and individually accessible messages at a message playback device, each message being uniquely identified by at least one of an identification code and a title;

generating and transmitting prompts from said message playback device to a control device, said prompts comprising at least one of said identification code and said title for at least one of said messages;

operating said control device to identify messages from said library for playing by said message playback device and a sequence for playing said messages, and to generate response signals relating to said messages and said sequence;

entering, by an extension user, playlist data using said control device to respond to said prompts, said prompts providing selections to the extension user selected from the group consisting of said identification codes of selected ones of said messages, said titles of selected ones of said messages, times for commencing the playing of said messages, and a sequence for playing said messages; and

causing said message playback device to play at least a portion of a message selected by the extension user to an outside party when the outside party is placed on hold by the telephone system;

wherein said message playback sequence can vary depending upon a line or extension upon which said outside party is placed on hold.

23. The method of claim 22, further comprising the steps of:

receiving said response signals at said message playback device; and

accessing said selected messages from said library stored at said message playback device.

24. An on-hold message system, comprising:

a business telephone system;

a storage device for storing a plurality of on-hold messages, each of said messages comprising a beginning; and

an on-hold message playback device for playing at least a portion of at least two of said plurality of stored on-hold messages selected by an extension user to an outside party through said telephone system;

wherein, when an outside party is placed on hold after a telephone call is established with said telephone system, said at least two on-hold messages are played to the outside party from their beginning.

25. The on-hold message system of claim 24, further comprising a processor connected to said storage device and programmable to access said plurality of on-hold messages and to cause at least a portion of at least one of said on-hold messages to play to an outside party placed on hold by a user of said telephone system, wherein a user can select a sequence of said on-hold messages, said processor being programmable to access each of said selected on-hold messages in said storage device to provide said on-hold messages to an input of said on-hold message playback device for playing on an output of said on-hold message playback device in accordance with said sequence.

26. An on-hold message system, comprising:

a business telephone system comprising a plurality of lines or extensions; and

an on-hold message playback device intelligently connected to or integrated within said telephone system;

wherein said on-hold message playback device plays at least a portion of at least two of a plurality of on-hold messages selected by an extension user to an outside party connected to said telephone system when said outside party is placed on hold, said on-hold message playback device being programmable by the extension user by inputting commands to said on-hold message playback device using a control device located external to the telephone system, said on-hold message playback device further being programmable by said control device to control a playback order of said plurality of on-hold messages and to designate selected messages to be played to a selected subset of the lines or extensions of the telephone system on which the outside party may be placed on hold when said outside party is placed on hold.

27. The on-hold messaging system of claim 26, wherein said control device comprises at least one of a proprietary telephone instrument, a standard DTMF telephone, a general purpose computer, a cellular telephone and a hand-held computer device.

28. The on-hold messaging system of claim 26, wherein said control device communicates with said on-hold message playback device using a network.

29. The on-hold messaging system of claim 28, wherein said network comprises at least one of a local area network (LAN), a wide area network (WAN), the Internet, a private telephone network, a cellular telephone network, a satellite network and a public switched telephone network (PSTN).

30. The on-hold messaging system of claim 26, further comprising a memory device for storing said plurality of on-hold messages.

31. The on-hold messaging system of claim 30, wherein said memory device is integrated within said on-hold message playback device.

32. The on-hold messaging system of claim 26, wherein said message playback device comprises a processor for generating at least one prompt provided to the control device for programming said message playback device.

33. The on-hold messaging system of claim 32, wherein said at least one prompt comprises at least one of a message library, a playlist library, a list of telephone lines, a list of voice terminal extensions and a list of voice IP terminals.

34. The on-hold messaging system of claim 26, wherein said on-hold message playback device is integrated within said telephone system as an independent and removable hardware component.

35. The on-hold messaging system of claim 34, wherein said on-hold message playback device comprises a computer card integrated with said telephone system.