Digital telephone system with automatic voice mail redirection

• US 6,542,584 B1
• Filed: 08/31/1998
• Issued: 04/01/2003
• Est. Priority Date: 08/31/1998
• Status: Expired due to Term

• Current Assignee: Dialogic, Inc. (Enghouse Systems Limited)
• Original Assignee: Intel Corporation
• Inventors: Sherwood, Charles Gregory, Lasswell, Charles Arnold
• Primary Examiner(s): Tsang, Fan
• Assistant Examiner(s): Escalante, Ovidio
• Application Number:
  US09/144,186
• Time in Patent Office: 1,674 Days
• Field of Search: 379/67.1, 379/88.11, 379/88.12, 379/88.13, 379/88.14, 379/88.15, 379/88.16, 379/88.18, 379/88.22, 379/88.25, 379/88.26, 379/210.01, 379/211.01, 379/211.02, 379/212.01, 379/214.01, 379/217.01, 379/221.01
• US Class Current: 379/88.18
• CPC Class Codes: H04M 2201/12 Counting circuits
• CPC Class Codes: H04M 2201/14 Delay circuits; Timers
• CPC Class Codes: H04M 2203/2016 Call initiation by network rather than by subscriber
• CPC Class Codes: H04M 2203/4545 Message forwarding selective message forwarding in packet switching networks H04L51/214
• 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 telephone system including a process for redirection of voice mail messages to another voice mail box after a predetermined time or after a predetermined number of attempts at notification by radio pager of the owner of voice mail box in which a new voice mail message has been left have failed to cause the voice mail message to be picked up. The process comprises the steps of: recording the voice mail message, looking up a pager number for the user of the voice mail box in a table, finding an unused outside line, dialing the pager number and looking up a numeric message to be left on the pager in a table which stores a message to be sent for each extension'"'"'s voice mail box, and monitoring the voice mail box to determine if the message was picked within a predetermined time, if not, redialing the pager and sending the numeric message again (some embodiments send voice messages to the pager) and incrementing a counter, and, after a predetermined number of attempts at notification have failed to cause the message to be picked up, moving the voice mail message to another voice mail box and beginning the process of radio pager notification again.

Claims

1. A process for managing voice mail messages in a telephone system having a plurality of extension phones, comprising:

receiving a phone call ring signal on a telephone line and answering a call placed by a caller;

causing an extension phone to ring either by sensing DTMF tones entered by the caller or by other means of determining an extension to which the caller desires to be connected;

timing an amount of time the extension phone rings, and if the phone is answered within a predetermined time, coupling signals from the caller to that extension phone;

if the extension phone is not answered within a predetermined time or if the extension phone is busy with another call, or if a signal is generated at the extension phone by a user indicating the call is to be sent directly to voice mail, connecting the call to a voice mail channel;

opening a greeting file in a memory, the greeting file containing data of a voice mail greeting for the extension phone which was called;

playing a voice mail greeting to the caller by reading the greeting data, sending said data out over said voice mail channel and converting it to analog signals for coupling to a telephone line in use by said caller;

sending data over said voice mail channel and converting said data to a tone which is transmitted via said telephone line, the transmitted tone indicating to the caller that a voice mail message recording interval is starting;

receiving audio signals of a voice mail message from said telephone line and converting said signals to digital data and transmitting said digital data over said voice mail channel;

receiving said data of said message and formatting it, if necessary, for transfer to a voice mail recording and redirection process in execution on a computer;

receiving said data and formatting it, if necessary, for recording in a voice mail file in a memory and recording said data in said voice mail file;

storing a pointer to a location in said memory of said voice mail message file just recorded, said pointer being stored in a voice mail box in memory associated with the extension phone;

locating an available telephone line to make a call to a radio pager;

looking up, in a table storing phone numbers of pagers for at least some users of said plurality of extension phones, a phone number of a radio pager used by a user of the extension phone associated with the voice mail message just recorded, and dialing said phone number;

monitoring call progress tones of a radio pager system to determine when it is time to send a message to said pager;

sending a voice or alpha-numeric, numeric or two-way message to said pager indicating that a voice mail message has been left in a voice mail box of the user;

monitoring the voice mail box or voice mail file to determine if the voice mail message just recorded has been retrieved by the user within a predetermined interval after the time the voice mail message was recorded or after the message sending to the pager; and

if the message was not retrieved, moving the pointer to the voice mail message file to the voice mail box of another user.

2. The process of claim 1, wherein the moving the pointer comprises looking up, in a table of desired transfers, a voice mail box to which voice mail messages left for the user of the extension are to be transferred and transferring the pointer to the voice mail message file to the voice mail box found from the looking up.

3. The process of claim 1, wherein the sending a message to a pager and the monitoring to determine if the voice mail message was retrieved further comprise determining if the voice mail message was or was not accessed within a predetermined time after a first pager message was sent, and, if not, repeating the sending a message to the pager and monitoring for retrieval of the message within a predetermined time after pager notification for a predetermined number of pager notifications, and if the message is not retrieved within a predetermined time after a last pager notification, moving the pointer.

4. The process of claim 1, further comprising looking up a pager telephone number of the pager of the user and repeating the sending a message to the pager, monitoring for retrieval within a predetermined interval and moving the pointer to a new voice mail box if the message is not retrieved within a predetermined interval.

5. The process of claim 1, further comprising automatically screening each voice mail message for DTMF tones or mimics that occur during the recording interval of the voice mail message and removing or crippling said DTMF tones or mimics in such a way that they will not be recognized as DTMF tones by a DTMF tone decoder which is exposed to signals of the voice mail message.

6. The process of claim 1, further comprising monitoring for DTMF tones, during an interval in which voice mail messages are being recorded, the tones indicating the caller desires some action to occur and carrying out appropriate actions assigned to predetermined DTMF tones.

7. The process of claim 1, further comprising monitoring for DTMF tones, during an interval in which voice mail messages are being recorded, the tones indicating the caller desires some action to occur and, if a first DTMF tone is detected, pausing the recording process until the first DTMF tone ceases, and if one of the DTMF tones of a group of DTMF tones assigned to stopping a voice mail recording process is detected, stopping the voice mail recording process and playing a menu of options to the caller which allows any one of a plurality of actions to be carried out if the caller initiates a DTMF tone associated with the desired action, where the actions which can be invoked include:

resuming voice mail recording process;

or, stopping the recording process and evaluating a size of a file containing the voice mail message, and, if the file is larger than a predetermined size, storing a pointer to the voice mail file in the voice mail box associated with the extension phone and proceeding to notifying the user of the existence of the new e-mail message, and, if the file is smaller than the predetermined size, closing the file and deleting it;

or, replaying the voice mail message to the caller and then returning to the receiving audio signals of a voice mail message and proceeding to record a voice mail message;

or, deleting the voice mail file, creating a new voice mail file and returning to the receiving audio signals of a voice mail message and proceeding to record a new voice mail message.

8. The process of claim 1, further comprising monitoring recording time of said voice mail message, and, when a maximum recording time is reached, playing a menu of options to the caller which allows any one of a plurality of actions to be carried out if the caller initiates a DTMF tone associated with a desired action.

9. The process of claim 1, further comprising monitoring recording time of said voice mail message, and, when a maximum recording time is reached, playing a menu of options to the caller which allows any one of a plurality of actions to be carried out if the caller initiates a DTMF tone associated with a desired action, where the actions which can be invoked include:

resuming a voice mail recording process;

or, stopping the recording process and evaluating a size of a file containing the voice mail message, and if the file is larger than a predetermined size, storing a pointer to the voice mail file in a voice mail box associated with the extension phone and proceeding to notifying the user of the existence of a new voice mail message, and, if the file is smaller than the predetermined size, closing the file and deleting it;

or, replaying the voice mail message to the caller and then returning to receiving audio signals of a voice mail message and proceeding to record a new voice mail message;

or, deleting the voice file, creating a new voice mail file and returning to receiving audio signals of a voice mail message and proceeding to record a new voice mail message.

10. The process of claim 1, further comprising monitoring recording of said voice mail message, and, when a maximum interval of some predetermined number of seconds of silence is reached, playing a menu of options to the caller which allows any one of a plurality of actions to be carried out if the caller initiates a DTMF tone associated with a desired action.

11. The process of claim 1, further comprising monitoring recording of said voice mail message, and, when a maximum interval of some predetermined number of seconds of silence is reached, playing a menu of options to the caller which allows any one of a plurality of actions to be carried out if the caller initiates a DTMF tone associated with a desired action, where the actions which can be invoked include:

resuming a voice mail recording process;

or, stopping the recording process and evaluating a size of a file containing the voice mail message, and, if the file is larger than a predetermined size, storing a pointer to the voice mail file in a voice mail box associated with the extension phone and proceeding to notifying the user of the existence of a new voice mail message, and, if the file is smaller than the predetermined size, closing the file and deleting it;

or, replaying the voice mail message to the caller and then returning to receiving audio signals of a voice mail message and proceeding to record a new voice mail message;

or, deleting the voice mail file, creating a new voice mail file and returning to receiving audio signals of a voice mail message and proceeding to record a new voice mail message.

12. The process of claim 1, further comprising monitoring, during the recording a voice mail message, for a hang-up or disconnect event, and, if either event occurs, stopping a voice mail recording process and evaluating a size of a resulting file for whatever was recorded before the hang-up or disconnect, and, if the file is big enough relative to a fixed predetermined size, storing a pointer to the voice mail message in a voice mail box of the extension phone and skipping the calling the pager of the user of that extension phone and subsequent carrying out transfer of the pointer, and returning to an idle state to wait for another call, and, if the file is not big enough relative to a fixed predetermined size, deleting the file and returning to an idle state to wait for another call.

13. An apparatus comprising:

a computer programmed to execute a voice mail recording and redirection process, said computer having a first bus;

a host adapter circuit coupled to said first bus;

a switch card circuit coupled to said first bus and coupled to said host adapter circuit by a second bus and including a switching circuit to transfer data between inbound and outbound timeslots, said inbound and outbound timeslots being temporarily or permanently assigned to particular extension telephones, a voice mail recording channel implemented by a digital signal processor on said switch card circuit and one or more incoming telephone lines from a telephone service provider;

a port expansion circuit configured to couple to one or more telephone lines from a telephone service provider and to couple to a plurality of telephone lines coupled to extension telephones or TAPI interface circuits, and coupled to said host adapter circuit by a third bus,

said port expansion circuit including an analog-to-digital converter and a digital-to-analog converter coupled to each of said one or more telephone lines and a hybrid circuit coupled to each of said one or more telephone lines and a ring detector circuit coupled to each of said one or more telephone lines from said telephone service provider and a power ring circuit coupled to each telephone line coupled to an extension telephone or TAPI device,

said port expansion circuit functioning to generate digital data using said analog-to-digital converter by sampling analog signals on said telephone lines and sending said digital data to said switch card via said third and second buses and functioning to receive digital data from said switch card via said second and third buses and convert it to analog signals using said digital-to-analog converter and couple said analog signals to a telephone line coupled to an extension telephone or said telephone service provider;

and wherein said ring detector circuit of said port expansion circuit functions to detect incoming ring signals of incoming telephone calls from said telephone service provider and generate a control signal indicating an incoming ring;

and wherein said power ring circuit functions to, upon receiving a command signal, generate a power ring signal which causes an extension telephone coupled to said power ring circuit to ring, and wherein said host adapter circuit includes a micro controller programmed to detect said control signal indicating an incoming ring of a telephone call from said telephone service provider and send a message to said voice mail recording and redirection process that the ring signal of an incoming call has been detected;

and wherein said voice mail recording and redirection process controls said computer to determine to which extension telephone the incoming call is directed and send a control signal to said power ring circuit to cause the appropriate extension telephone to ring, and, if the call is not answered after a predetermined time, to send a command to said switch card to connect digital data from said incoming call to said voice mail channel implemented by said digital signal processor of said switch card, and wherein said digital signal processor is programmed to format said data of said incoming call for transfer to said computer, said computer functioning under control of said voice mail recording and redirection process to record said data as a voice mail message on a hard disk memory, place a pointer to the voice mail message in a voice mail box associated with the extension to which the call was directed, generate a human perceptible indication to a user of the extension phone to which the call was directed that a new voice mail message has arrived, monitor the voice mail message to make sure that it has been picked up within a predetermined interval, and, if not, transfer the pointer to the voice mail message to another voice mail box and generate a human perceptible indication to the user of the extension telephone associated with the new voice mail box that a new voice mail message has arrived.

14. The apparatus of claim 13, wherein said digital signal processor is programmed to process the data of a voice mail message to remove data containing a DTMF tone command or DTMF mimic.

15. The apparatus of claim 13, wherein said human perceptible indication is generated by sending a command from said computer to said extension phone to light a voice mail message present light on said extension phone associated with the voice mail box having the pointer to the new message stored therein.

16. The apparatus of claim 13, wherein said human perceptible indication is generated by said voice mail recording and redirection process controlling said computer to scan status data generated by said hybrid circuit connected to said telephone lines from said telephone service provider to find an available telephone line, looking up a pager number of a pager for the user of the extension phone having the newly recorded voice mail message, dialing said pager, and sending a numeric message to said pager at the appropriate time.

17. In a telephone system having multiple extension phones, a method for directly redirecting a voice mail message to a different voice mail box if the message is not retrieved within a predetermined time, comprising:

receiving a telephone call from a caller and recording a voice mail message when an extension telephone to which the call is directed is not answered or is busy or a user of the extension phone elects to have the call directed to his or her receiving voice mail box;

generating a human perceptible indication that a new voice mail message has been stored for the extension telephone which was called and starting an interval timer or recording date and time when the message was left;

determining if the voice mail message was retrieved by a first recipient within a predetermined fixed or programmable interval; and

if the message was not retrieved, directly transferring either the voice mail message itself or a pointer to the voice mail message to another voice mail box or memory or other media associated with or mapped to the receiving voice mailbox,

wherein the determining and transferring are not triggered by a caller urgency input made by the caller during the call, the urgency input specifying an urgent delivery option for the message,

wherein the transferring does not involve placing a voice call, and

wherein a second recipient can access the directly transferred message only after the transferring is complete.

18. The method of claim 17, further comprising generating a new human perceptible indication that a new voice mail message has arrived in the voice mail box to which the voice mail message or a pointer thereto has been transferred after the transferring is complete.

19. An apparatus comprising:

a plurality of C.O. (central office) telephone lines;

a plurality of extension telephones;

a PBX switch coupled to said plurality of C.O. telephone lines and coupled to said plurality of extension telephones by drop lines, said PBX switch configured to receive a telephone call from a caller and direct it to one of a plurality of extensions or to a voice mail box associated with the extension; and

a computer coupled to said PBX switch and programmed to receive, digitize and record a voice mail message in a file on a hard disk and store a pointer to said voice mail message in a voice mail box associated with the one extension and to cause a human perceptible indication of the existence of a voice mail message from the caller to be generated either by itself or by said PBX switch and to monitor said voice mail box or said voice mail file to determine if the voice mail message has been retrieved by a first recipient within a predetermined time, and, if not, to move the pointer to the voice mail message to another voice mail box,

wherein the determining and moving are not triggered by a caller urgency input made by the caller during the call, the urgency input specifying an urgent delivery option for the message,

wherein the moving does not involve placing a voice call, and

wherein a second recipient can access the voice mail message only after the moving is complete.

20. In a telephone system having multiple extension phones, a method for directly redirecting a voice mail message to a different voice mail box if the message is not retrieved within a predetermined time, comprising:

receiving a telephone call from a caller and recording a voice mail message when an extension telephone to which the call is directed is not answered or is busy or a user of the extension phone elects to have the call directed to his or her receiving voice mail box;

determining if the voice mail message was retrieved by a first recipient within a predetermined fixed or programmable interval; and

if the message was not retrieved, directly transferring either the voice mail message itself or a pointer to the voice mail message to another voice mail box or memory or other media associated with or mapped to the receiving voice mailbox,

wherein the determining and transferring are not triggered by a caller urgency input made by the caller during the call, the urgency input specifying an urgent delivery option for the message,

wherein the transferring does not involve placing a voice call, and

wherein a second recipient can access the directly transferred message only after the transferring is complete.

21. An article comprising:

a storage medium having stored thereon instructions that when executed by a machine result in the following;

receiving a telephone call from a caller and recording a voice mail message when an extension telephone to which the call is directed is not answered or is busy or a user of the extension phone elects to have the call directed to his or her receiving voice mail box;

generating a human perceptible indication that a new voice mail message has been stored for the extension telephone which was called and starting an interval timer or recording date and time when the message was left;

determining if the voice mail message was retrieved by a first recipient within a predetermined fixed or programmable interval; and

if the message was not retrieved, directly transferring either the voice mail message itself or a pointer to the voice mail message to another voice mail box or memory or other media associated with or mapped to the receiving voice mailbox,

wherein the determining and transferring are not triggered by a caller urgency input made by the caller during the call, the urgency input specifying an urgent delivery option for the message,

wherein the transferring does not involve placing a voice call, and

wherein a second recipient can access the directly transferred message only after the transferring is complete.