Message taking and retrieval system

• US 4,805,207 A
• Filed: 09/09/1985
• Issued: 02/14/1989
• Est. Priority Date: 09/09/1985
• Status: Expired due to Term

• Current Assignee: Anne E.M. Mcnutt, Inter-Tel (Delaware) Incorporated (Mitel Networks Corporation)
• Original Assignee: Wang Laboratories Incorporated
• Inventors: McNutt, Anne E. M., Schenkein, Robert M.
• Primary Examiner(s): Brown, Thomas W.
• Application Number:
  US06/773,759
• Time in Patent Office: 1,254 Days
• Field of Search: 381/51, 381/52, 379/88, 379/89, 379/67, 379/201, 379/96, 379/97, 379/213, 379/214
• US Class Current: 379/88.25
• CPC Class Codes: G06F 3/16 Sound input; Sound output speech processing G10L
• CPC Class Codes: H04M 2201/60 Medium conversion
• 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 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/53 Centralised arrangements for recording incoming messages , i.e. mailbox systems
• CPC Class Codes: H04M 3/533 Voice mail systems
• CPC Class Codes: H04M 3/537 Arrangements for indicating the presence of a recorded message , whereby the presence information might include a preview or summary of the message

Abstract

A system for taking and retrieving telephone messages. The system is used with a PBX and includes a central computer, operator stations for taking telephone messages, and retrieval stations permitting retrieval of messages either locally or via a telephone call. The central computer includes a disk drive and is connected via a RS 232 link to the PBX. Information about parties having telephones connected to the PBX and messages in the ASCII codes for those parties are stored on the disk drive. Each operator station includes a personal computer which is connected by an adapter to a telephone line from the PBS and by a data link to the central computer. The personal computer has a keyboard and display. When a call is forwarded to an operator station, the central computer provides information about the caller to the PC, which displays it on the station display. Messages for the caller are entered using the PC keyboard and forwarded by the PC to the central computer. Each retrieval station contains a personal computer with keyboard and display which is connected by an adapter to a telephone line from the PBX and by a data link to the central computer. When a message is stored in the central computer for a callee, that fact is indicated on the display. A message may be retrieved either by means of the keyboard or by means of a telephone call to the retrieval station. In both cases, the retrieval station retrieves the message from the disk and in the latter case, the retrieval station provides the message over the phone line by converting the stored message to voice signals.

Claims

1. Apparatus, responsive to signals applied to phone lines by a user for allowing the user to selectively retrieve message data stored in a computer system, comprising:

storage means, associated with said computer system, for storing a plurality of text-encoded messages for a plurality of users, including possibly more than one text-encoded message for each said user;

decoding means, responsive to signals sent over the phone lines by a user, for decoding the signals and providing decoded data representative thereof;

speech means, responsive to text-encoded data applied thereto, for applying signals to the phone lines representative of the spoken equivalent of text information represented by the text-encoded data; and

retrieval means connected to said phone lines for responding to decoded data from said decoding means representative of first signals sent by said user on said phone lines selectively identifying any given one or more of said messages for said user from said plurality of stored text-encoded messages, for retrieving said one or more of the selectively identified text-encoded messages from the storage means, and for applying the retrieved text-encoded message or messages to the speech means, whereby the user may listen to said given one or more of said messages without having to listen to other ones of said messages for the user.

2. The apparatus of claim 1 wherein the means for decoding includes means for decoding DTMF signals on said phone lines and for producing digital data representative thereof.

3. The apparatus of claim 1 wherein the storage means includes means for storing data associated with each text-encoded message, including text-encoded caller data representative of the source of the associated text-encoded message, and wherein the retrieval means is responsive to second signals on said phone lines for applying text-encoded data representative of the sound of each letter of said text-encoded caller data to the speech means.

4. The apparatus of claim 1 wherein the means for retrieval further is responsive to third signals on said phone lines for deleting selected ones of said text-encoded messages stored by said storage means.

5. The apparatus of claim 1 wherein the storage means is further operative for storing user data about a plurality of users, and wherein said retrieval means is further responsive to user data stored in said storage means and to decoded data from the decoding means resulting from second signals on said phone lines representative of a user code identifying one of said users, for providing a confirmation signal indicating that said user code corresponds to one from among said plurality of users, and for preventing retrieval of messages until said confirmation signal is provided.

6. The apparatus of claim 5 wherein said storage means associates each of the text-encoded messages stored thereby with a selected one from among said plurality of users, and wherein said retrieval means is further responsive to said second signals, for determining which from among said plurality of stored text-encoded messages are associated with the user identified by said user code, and for allowing only messages associated with the identified user to be retrieved in response to signals on the phone lines.

7. The apparatus of claim 5 wherein said storage means associates each of the text-encoded messages stored thereby with a selected one from among said plurality of users, and wherein said retrieval means is further arranged for determining the number of stored text-encoded messages associated with the user identified by said user code, for generating text-encoded message-number data representative of said number, and for applying said generated text-encoded message-number data to said speech means.

8. The apparatus of claim 1 wherein text-encoded messages stored by said storage means include text-encoded prompt data representative of a prompt requesting entry by a user of selected information;

and further including means for applying said data representative of said prompt data to the speech means.

13. The apparatus of claim 1 wherein said first signals comprise DTMF signals representative of telephone keypad entries made by the user, each one of said DTMF signals corresponding to a predetermined one of said text encoded messages for the user, said retrieval means responding to each said DTMF signal by retrieving the text-encoded messsage corresponding thereto and applying said retrieved text-encoded message to said speech means, whereby the user may select and listen to messages corresponding to said keypad entries.

14. The apparatus of claim 1 wherein said first signals comprise a DTMF signal representative of a predetermined telephone keypad entry made by the user, said retrieval means responding to said DTMF signal by retrieving all said text-encoded messages for said user and applying said retrieved text-encoded messages to said speech means, whereby the user may listen to all of the user'"'"'s messages by making said predetermined telephone keypad entry.

15. The apparatus of claim 1 wherein said retrieval means is further responsive to additional signals sent on said phone lines by the user for applying said retrieved text-encoded message or messages to a printer selected by said additional signals.

9. A system for taking and retrieving telephone messages and adapted to be used by an operator receiving calls forwarded to an operator station by a telephone exchange, comprising:

storage means for providing storage for information concerning a plurality of users;

means for receiving calls directed to a user and forwarded to the operator station by the telephone exchange, including means responsive to called-party information from the exchange for retrieving and displaying to the operator information in said storage means concerning the called user;

means, responsive to the operator, for storing messages as text-encoded data in said storage means; and

means, connected to said storage means and to a telephone line, for answering the telephone line, for responding to user identification data stored in said storage means and to DTMF signals on the telephone lines for verifying that the DTMF signals represent a valid user, for providing a verification signal representative that a valid user has been identified, for operating in response to the verification signal to determine whether any messages are stored in the storage means for the identified user, and for responding to further DTMF signals on the telephone line by selectively playing back messages for the identified user, including means for converting text-encoded data into electrical signals representative of the sound of the text when spoken.

10. A method for enabling a user to retrieve one of a plurality of text-encoded telephone messages stored in a computer with the aid of an operator, comprising

enabling the operator to receive spoken messages via telephone lines and store said spoken messages as said text-encoded messages,

accepting signals sent over a telephone line by a user identifying said one text-encoded message,

decoding the accepted signals to provide corresponding decoded data,

retrieving the identified stored text-encoded message on the basis of said decoded data,

converting the retrieved text-encoded message to speech signals corresponding to the spoken equivalent of text information requested by said text-encoded data, and

applying the speech signals to the telephone line to enable the user to listen to the identified message.

11. A method for taking and retrieving telephone messages via a telephone exchange, with the aid of an operator to whom calls and associated called-party information are forwarded by the telephone exchange, comprising

storing information concerning users,

retrieving and displaying to the operator on the basis of the called-party information from the telephone exchange, the stored information concerning one of said users being called,

enabling the operator to store messages for the user being called as text-encoded data,

answering a telephone line coupled to the telephone exchange to accept a call of one of said users seeking to retrieve previously stored messages,

responding to DTMF identification signals sent by said calling user on said telephone line and to previously stored user identification data by verifying that the DTMF signals represent a valid user, and providing a verification signal when a valid user has been identified,

responding to said verification signal by determining whether there are any messages stored for the identified user, and

in response to further DTMF signals on the telephone line, selectively playing back messages for the identified user by converting the text-encoded data into electrical signals representative of the sound of the text when spoken.

12. Apparatus, responsive to signals applied to phone lines by a user for allowing the user to selectively retrieve message data stored in a computer system, comprising:

storage means, associated with said computer system, for storing a plurality of text-encoded messages for a plurality of users, including possibly more than one text-encoded message for each said user;

decoding means, responsive to signals sent over the phone lines by a user, for decoding the signals and providing decoded data representative thereof;

speech means, responsive to text-encoded data applied thereto, for applying signals to the phone lines representative of the spoken equivalent of text information represented by the text-encoded data;

retrieval means, connected to said phone lines, for responding to decoded data from said decoding means representative of first signals sent by said user on said phone lines identifying one or more of said messages for said user from said plurality of stored text-encoded messages, for retrieving said one or more of the identified text-encoded messages from the storage means, and for applying the retrieved text-encoded message or messages to the speech means, whereby the user may listen to said identified one or more messages;

said storage means further storing user data about a plurality of users, said retrieval means responding to user data stored in said storage means and to decoded data from the decoding means resulting from second signals on said phone lines representative of a user code identifying one of said plurality of users, for providing a confirmation signal indicating that said user code corresponds to one from among said plurality of users, and for preventing a retrieval of messages until said confirmation signal is provided;

said storage means associating each one of the text-encoded messages stored thereby with a selected one from among said plurality of users, said retrieval means being responsive to said second signals for determining which from among said plurality of stored text-encoded messages are associated with the user identified by said user code, and for allowing only messages associated with the identified user to be retrieved in response to signals on the phone lines;

said apparatus being further adapted to store and retrieve messages resulting from calls which are directed to a called-party who is one of said plurality of users and which are forwarded by a telephone exchange switch to an operator station;

means, connected to said exchange switch and responsive to data therefrom representative of the called party and to the data stored by said storage means, for automatically displaying at the operator station data pertaining to said called party; and

means for allowing an operator to input as text-encoded data a message and for storing said message in said storage means and associating said message with the called party.