Managing voicemail systems

• US 9,350,868 B1
• Filed: 03/12/2014
• Issued: 05/24/2016
• Est. Priority Date: 03/12/2013
• Status: Active Grant

• Current Assignee: United Services Automobile Association
• Original Assignee: United Services Automobile Association
• Inventors: McChesney, Gregory, Northington, Anthony, Wu, Sharron E., Edwards, Joey
• Primary Examiner(s): Huynh, Van D
• Application Number:
  US14/206,357
• Time in Patent Office: 804 Days
• Field of Search: 379/88.22
• US Class Current: 1/1
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 3/367 Traffic or load control
• CPC Class Codes: H04M 3/42161 via computer interface
• CPC Class Codes: H04M 3/533 Voice mail systems
• CPC Class Codes: H04M 3/53366 Message disposing or creating aspects
• CPC Class Codes: H04M 3/53383 Message registering commands or announcements; Greetings

Abstract

Methods, systems, and computer-readable and executable instructions for managing a voicemail system are described herein. One method for managing a voicemail system includes receiving a call log from a voicemail box subscribed to a voicemail management system, identifying metadata associated with the call log from the voicemail box, identifying one or more criteria within the metadata based on a request for a report, and generating a report using the one or more criteria within the metadata associated with the call log from the voicemail box to manage the voicemail system.

Claims

1. A computer implemented method for managing a voicemail system, comprising:

receiving a call log from a voicemail box subscribed to a voicemail management system;

identifying metadata associated with the call log from the voicemail box, wherein identifying the metadata includes identifying an amount of time taken by a user to act with respect to one or more voicemail messages on the voicemail box;

identifying one or more criteria within the metadata based on a request for a report; and

generating the report using the one or more criteria within the metadata associated with the call log from the voicemail box to manage the voicemail system.

2. The method of claim 1, including:

identifying a new voicemail box in the voicemail system; and

sending a request to the new voicemail box to subscribe to the voicemail management system.

3. The method of claim 1, wherein identifying the metadata includes identifying geographic locations of one or more users calling.

4. The method of claim 1, wherein identifying the metadata includes identifying an amount of time taken to respond to one or more voicemail messages on the voicemail box.

5. The method of claim 1, including sending an alert to a subscriber associated with the voicemail box in response to the identified metadata including an active voicemail message not responded to within a threshold period of time.

6. The method of claim 1, including generating the report using the identified metadata associated with the call log of the voicemail box in response to the request.

7. A non-transitory computer-readable medium storing a set of instructions executable by a processor to cause a computing device to:

request the voicemail box in a voicemail system subscribe to a voicemail management system;

compare a greeting message of the voicemail box to a user configured setting to identify greeting message compliance;

import a call log of the voicemail box including active voicemail messages;

identify metadata associated with the call log of the voicemail box to manage the voicemail system, wherein identifying the metadata includes identifying an amount of time taken by a user to act with respect to one or more voicemail messages on the voicemail;

identify one or more criteria within the metadata based on a request for a report; and

generate the report using the one or more criteria within the metadata associated with the call log from the voicemail box to manage the voicemail system.

8. The non-transitory medium of claim 7, wherein the set of instructions executable by the processor include instructions to set the user configured setting in response to user input.

9. The non-transitory medium of claim 7, wherein the set of instructions executable by the processor include instructions to automatically forward voicemail messages associated with the voicemail box to a delegate subscriber in response to user input.

10. The non-transitory medium of claim 7, wherein the set of instructions executable by the processor include instructions to:

identify a voicemail message has not been answered in a threshold period of time; and

forward the identified voicemail message to an alternative voicemail box.

11. The non-transitory medium of claim 7, wherein the set of instructions executable by the processor include instructions to identify a change in the subscribed voicemail box.

12. The non-transitory medium of claim 7, wherein the set of instructions executable by the processor to import the call log include instructions to map data from an exchange server to data from an active directory.

13. A system, comprising:

a memory having computer-readable instructions stored thereon; and

a processor coupled to the memory and configured to execute the computer-readable instructions to;

subscribe a plurality of voicemail boxes in the voicemail system to a voicemail management system;

analyze a voicemail greeting message of each of the plurality of voicemail boxes based on a user configured setting to identify voicemail greeting message compliance;

import call logs of the plurality of voicemail boxes including active voicemail messages associated with each of the plurality of voicemail boxes;

identify metadata associated with the call logs of the plurality of voicemail boxes, wherein identifying the metadata includes identifying an amount of time taken by a user to act with respect to one or more voicemail messages on the voicemail;

identify one or more criteria within the metadata based on a request for a report; and

generate the report using the identified one or more criteria within the metadata associated with the call logs of the plurality of voicemail boxes to manage the voicemail system.

14. The system of claim 13, wherein the report includes at least one of a subscriber setting report, a trending report, a summary report, a report of a subportion of voicemail boxes subscribed to the voicemail management system, and a service level objective report.

15. The system of claim 13, wherein the processor configured to execute computer-readable instructions to generate the report includes instructions executed to generate a report including a summary of a hierarchy of a reporting structure of voicemail boxes subscribed to the voicemail management system.

16. The system of claim 13, wherein the processor configured to execute computer-readable instructions to generate the report include instructions executed to generate the report including a sum of voicemail message time left on a hierarchy of voicemail boxes.

17. The system of claim 13, wherein the processor configured to execute computer-readable instructions to:

search a directory of the voicemail system to identify a new voicemail box in the voicemail system;

request the new voicemail box subscribe to the voicemail management system.

19. The system of claim 13, wherein the processor configured to execute computer-readable instructions to identify a subscribed voicemail box has unsubscribed and re-subscribe the voicemail box.

20. The system of claim 13, wherein the processor configured to execute computer-readable instructions to identify a voicemail greeting message of a voicemail box among the plurality of voicemail boxes is compliant with the user configured setting.

18. A system, comprising:

a memory having computer-readable instructions stored thereon; and

a processor coupled to the memory and configured to execute the computer-readable instructions to;

subscribe a plurality of voicemail boxes in the voicemail system to a voicemail management system;

analyze a voicemail greeting message of each of the plurality of voicemail boxes based on a user configured setting to identify voicemail greeting message compliance;

import call logs of the plurality of voicemail boxes including active voicemail messages associated with each of the plurality of voicemail boxes;

identify metadata associated with the call logs of the plurality of voicemail boxes;

identify one or more criteria within the metadata based on a request for a report;

generate the report using the identified one or more criteria within the metadata associated with the call logs of the plurality of voicemail boxes to manage the voicemail system

identify a voicemail greeting message of a voicemail box among the plurality of voicemail boxes that is outside a threshold time, wherein the user configured setting includes the threshold time; and

send a notification to a manager and/or a subscriber of the voicemail box indicating non-compliance with the user configured setting.