Apparatus and method for categorizing voicemail

• US 9,712,680 B2
• Filed: 05/22/2014
• Issued: 07/18/2017
• Est. Priority Date: 05/14/2014
• Status: Active Grant

• Current Assignee: Mitel Networks Corporation
• Original Assignee: Mitel Networks Corporation
• Inventors: Gray, Tom
• Primary Examiner(s): Sams, Matthew
• Application Number:
  US14/285,277
• Publication Number:
  US 20150341497A1
• Time in Patent Office: 1,153 Days
• Field of Search: 455413, 4554144, 455415
• CPC Class Codes: G06F 40/30 Semantic analysis
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: H04M 1/642 storing speech in digital form
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 2203/552 Call annotations
• CPC Class Codes: H04M 2203/558 Databases
• CPC Class Codes: H04M 3/2218 Call detail recording
• CPC Class Codes: H04M 3/533 Voice mail systems
• CPC Class Codes: H04M 3/5335 Message type or catagory, e.g. priority, indication

Abstract

The present disclosure relates to voicemail categorization and access. An apparatus, for example a PBX, is provided for categorizing voicemails. The apparatus is configured to store voicemail messages and to determine and store metadata associated with the voicemail messages. The apparatus allows searches of the stored voicemail messages to be performed using the associated metadata. A user interface may reside on a user device or be provided by the apparatus. The interface allows other user to search for voicemails using the metadata associated with them and subsequently displays information about the voicemails which match the search criteria.

Claims

1. An apparatus for categorizing voicemails, the apparatus comprising a processor arrangement and a non-transitory computer-readable storage medium, the non-transitory computer-readable storage having stored thereon computer-readable code, which, when executed by the processor arrangement, causes the processor arrangement to:

receive a call for a first user of the apparatus and route the call to a voicemail of the first user;

in response to receiving the call and routing the call, store a voicemail message intended for the first user of the apparatus;

create a transcription of the voicemail message;

determine information about the context of the voicemail message by determining one or more of a subject, an importance level, an urgency level, a project identifier, a case reference, an identification of the caller and information about the caller from the transcription;

determine metadata associated with the voicemail message, the metadata associated with the voicemail message comprising the information about the context of the voicemail message;

store the associated metadata;

perform a search of stored voicemails using the associated metadata; and

provide an alert to a second user of the apparatus in response to determining that the metadata associated with the voicemail message corresponds to predefined metadata.

2. Apparatus according to claim 1, wherein the computer-readable code, when executed by the processor arrangement, causes the processor arrangement to determine one or more collaborative groups that are relevant to the voicemail message.

3. Apparatus according to claim 2, wherein the computer-readable code, when executed by the processor arrangement, causes the processor arrangement to use one or more of identity information associated with the caller who left the voicemail message and background information associated with the caller who left the voicemail message in order to determine the one or more collaborative groups.

4. Apparatus according to claim 1, wherein the computer-readable code, when executed by the processor arrangement, causes the processor arrangement to use information associated with the user in order to determine the one or more collaborative groups.

5. Apparatus according to claim 1, wherein the computer-readable code, when executed by the processor arrangement, causes the processor arrangement to perform a search of stored voicemails using the associated metadata in response to a search request from the user.

6. Apparatus according to claim 1, wherein the metadata associated with the voicemail message comprises the one or more collaborative groups that are relevant to the voicemail message.

7. Apparatus according to claim 1, wherein the computer-readable code, when executed by the processor arrangement, causes the processor arrangement to create a transcription of the voicemail message by applying a speech analysis process to the voicemail message as the voicemail message is being recorded.

8. Apparatus according to claim 1, wherein the computer-readable code, when executed by the processor arrangement, causes the processor arrangement to compare the transcription of the voicemail to a stored list of words and/or phrases in order to determine information about the context of the voicemail message from the transcription.

9. Apparatus according to claim 1, wherein the computer-readable code, when executed by the processor arrangement, causes the processor arrangement to provide a visual interface for receiving search requests and for displaying results of search requests.

10. Apparatus according to claim 1, wherein the computer-readable code, when executed by the processor arrangement, causes the processor arrangement to provide an audio interface for accessing voicemail messages and for receiving search requests.

11. Apparatus according to claim 1, wherein the metadata associated with the voicemail message comprises one or more of information indicating that the voicemail message has been accessed, which user accessed the voicemail message, when the voicemail message was accessed and what actions have been taken in regard of the voicemail message.

12. Apparatus according to claim 1, wherein the computer-readable code, when executed by the processor arrangement, causes the processor arrangement to allow a user other than the user who received the voicemail message to edit, move, forward and/or delete the voicemail message and/or to edit the metadata associated with the voicemail message.

13. Apparatus according to claim 1, wherein the computer-readable code, when executed by the processor arrangement, causes the processor arrangement to perform a search of stored voicemails using the associated metadata in response to a search request from another user.

14. Apparatus according to claim 1, wherein the computer-readable code, when executed by the processor arrangement, causes the processor arrangement to perform a search of stored voicemails using the associated metadata in response to an automatically generated search request.

15. A computer-implemented method for categorizing voicemails, the method comprising:

receiving a call for a first user of an apparatus for categorizing voicemails and routing the call to a voicemail of the first user;

in response to receiving the call and routing the call, storing a voicemail message intended for the first user;

creating a transcription of the voicemail message;

determining information about the context of the voicemail message by determining one or more of a subject, an importance level, an urgency level, a project identifier, a case reference, an identification of the caller and information about the caller from the transcription;

determining metadata associated with the voicemail message, the metadata associated with the voicemail message comprising the information about the context of the voicemail message;

storing the associated metadata;

performing a search of stored voicemails using the associated metadata; and

providing an alert to a second user of the apparatus for categorizing voicemails in response to determining that the metadata associated with the voicemail message corresponds to predefined metadata.

16. A non-transitory computer-readable storage medium having stored thereon computer-readable code, which, when executed by computing apparatus, causes the computing apparatus to:

receive a call for a first user of the computing apparatus and route the call to a voicemail of the first user;

in response to receiving the call and routing the call, store a voicemail message intended for the first user of the computing apparatus;

create a transcription of the voicemail message;

determine information about the context of the voicemail message by determining one or more of a subject, an importance level, an urgency level, a project identifier, a case reference, an identification of the caller and information about the caller from the transcription;

determine metadata associated with the voicemail message, the metadata associated with the voicemail message comprising the information about the context of the voicemail message;

store the associated metadata;

perform a search of stored voicemails using the associated metadata; and

providing an alert to a second user of the apparatus for categorizing voicemails in response to determining that the metadata associated with the voicemail message corresponds to predefined metadata.