United States Patent
`
`[19]
`
`[11] Patent Number:
`
`4,625,081
`
`Nov. 25, 1986
`Lotito et al.
`[45] Date of Patent:
`
`[54] AU'I‘OMA'l'ED TELEPHONE VOICE
`SERVICE SYSTEM
`
`Resource Development, Inc., Report #145, pp. 45-56,
`Jan. 1980.
`
`[76]
`
`Inventors: Lawrence A. Lolita, 6625 Springpark
`Ave, Los Angeles, Calif. 90056;
`Teresa D. Huxford, 1822 Pandora
`Ave, #3, Los Angeles, Calif. 90025;
`Ann L. Donaldson, 2321 W. 232nd
`St., Torrance, Calif. 90501
`
`[21] Appl. No.: 445,651
`[22] Filed:
`Nov. 30, 1932
`[51]
`Int. oz.-t
`new 3/33; I-104M 3/50
`[52] us. c1.
`379/83; 319/196;
`379/211
`179/13 3, 18 o, 18 DA,
`[53] Field of Search
`179/5 P, 6.02, 6.17, 6.18, 6.09, 6.11; 360/32, 12;
`364/5115, 513; 381/36, 51; 370/60, 61, -62
`
`[56]
`
`References Cited
`U.S. PATENT DOCUMENTS
`
`..
`
`Re. 30,903 4/1932 Vicari et al.
`1,922,879 B/1933 Burgetter
`2,685,614
`8/1954 Curtin
`2,863,950 12/1958 Dunning et al.
`2,392,038 6/1959 Gatzert
`2,985,721 5/ 1961 Gatzert ..
`2,993,489 B/1961 Riesz
`3,141,931
`7/1964 Zarouni ....... . .
`3,146,310 3/1964 Jeffries et al.
`3,197,566 7/1965 Sanders et al.
`3,213,260 9/1966
`3,296,371
`1/1967
`.
`3,510,598 5/1970
`3,519,745 7/1970 Colman .. . . . . . . .
`3,723,486 4/1973 Kraus
`3,733,440 5/1973 Sipes ......
`3,920,908 ll/1975 Kraus
`4,117,270 9/1978 Lesea .........
`4,200,772 4/1980 Vicari et al.
`4,210,783 7/ 1980 Vicari et al.
`4,256,928 3/ 1981 Lesea et al.
`4,272,810 6/ 1981 Gates at al.
`4,302,632 ll/1981 Vicari etal. ......
`4,320,256 3/1982 Freeman
`4-,37l,7S2 2/1983 Matthews et al.
`
`..
`..
`
`
`
`.. 179/27 F1-I
`179/27 Fl-I
`179/27 Fl-I
`179/27 Fl-1
`179/27 Fl-l
`179/27 Fl-1
`179/6.02
`. . . .. 179/6.11
`
`-134/am
`3BlI'51
`. 79/ 18 BE
`...... 179/5 1’
`...... 179/2 R
`179/ 18 B
`.. 179/2 CA
`179/18131:.
`.. 179/27Fl-1
`179/ 18 FC
`179/18 BE
`........ .. 364/900
`. I79/27 Fl-I
`179/6.04
`179/7.1 TP
`
`..
`
`“A Design Model for a Real—Time Voice Storage Sys-
`tem", Hattori et al., IEEE floor. on Communications,
`vol. COM-30, No. 1, Jan. 1982, pp. 53-57.
`Barish, Bernard T. and Slattery, Paul 1., "BISCONI: Rx
`for Internal Communications”, Bell’ Laboratories Re-
`_ cord, vol. 42, No. 6, pp. 175-180 (Jun. 1974).
`Watson, Jr., R. E. and S. B. Weinberg, “Telephone
`Answering Services," Bell Laboratories Record, vol. 43,
`No. 12, pp. 447-450 (Dec. 1965).
`Liske, W., "Remote Controlled Switching of the Tele-
`phone Message Service of the Deutsche Bundespost."
`TN—Nocln-ichten vol. 70, pp. 13-16 (1970).
`Probe Research, Inc., "ECS Telecommunications, Inc.,
`"Proceedings of Voice Processing Seminar, Sep. 15, 1982.
`Probe Research, Inc., "Voice Message Service," Pro-
`ceedings of Voice Processing Seminar. Sep. 15, 1982.
`Probe Research, Inc., “Logic Labs, inc.” Proceedings of
`' Voice Processing Seminar, Sep. 15, 1982.
`List Continued on next page.
`
`Primary Exorm'r:er—Th0mas W. Brown
`
`[57]
`
`ABSTRA(H'
`
`Art automated telephone voice service system includes
`a data store having a plurality of addressable voice
`storage message baskets defined therein and a control
`system coupled between the store and a large plurality
`of telephone lines of a telephone network. An incoming
`cable may address a particular message basket ‘by enter-
`ing a code through the telephone keyboard or by a
`pretietermined association with a particular call in line.
`Upon identification of the message basket the caller is
`greeted by a client’s own voice and invited to leave a
`voice message which will be recorded in the message
`basket or given other client information. Upon entry of
`a personal identification code a caller is granted access
`to user account functions which include retrieval of
`voice messages, forwarding of messages to other mes-
`sage baskets or telephone lines, and administrative func-
`tions such as the changing of greetings or account oper-
`ating criteria. Editing commands may be utilized during
`the recording of voice messages.
`
`OTHER PUBLICATIONS
`
`"Store it Forward Voice Switching”, International
`
`74 Claims, 27 Drawing figures
`
`
`
`
`
`
`
`muster._¢Im'f“enact:flflflflmm’-r.t"’was-Ia:
`
`ans-tern-‘
`
`
`
`nun-mneousata
`
`0001
`0001
`
`Apple 1014 Part 1
`Apple 1014 Part 1
`U.S. Pat. 8,995,433
`U.S. Pat. 8,995,433
`
`

`
`4,625,081
`Page 2
`.
`
`OTHER PUBLICATIONS
`Probe Reswrch, Inc., “BBL Industries, Inc.," Proceed-
`ings of Voice Processing Seminar, Sep. 15, 1958.
`Probe Research, Inc., "Wang l..ahoretories.” Proceed-
`ingzt of Voice Processing Seminar, Sep. 16, 1982.
`Probe Research, Inc., “American Telephone and Tele-
`graph, Inc.," Pmceedings of Voice Processing Seminar.
`Sep. 16. 1932.
`Probe Research, Inc., “Commterm. Inc.," Proceedings
`of Voice Processing Seminar; Sep. 16, 1982.
`Probe Research, Inc., “American Express Company,”
`Proceedings of Voice Processing Seminar, Sep. 16, 1982.
`Probe Research, Inc. "Equitable Life Assurance,“ Pra-
`ceedings of Voice Processing Seminar. Sep. 16. 1982.
`Probe Research, Inc., "Massachusetts General Hospi-
`tal," Proceedings of Voice Processing Seminar, Sep. 16,
`1982.
`Seaman, John, “Electronic Mail Coming at You,“ Com-
`puter Decisions, pp. 129-160 (Oct. 1932).
`“Voice Mail Update,” Electronic Mail & Message Sys-
`tems, vol. 4, No. 20 (Oct. 15, 1980).
`Hanson, Bruce L., R. J. Nacon and D. P. Worrall,
`"Custom Calling Features Cater to Customers,” Tele-
`phony. pp. 23-32 (Sep. 1980).
`"Elect. Mail Pack Unveiled by DEC.” Electronic News.
`vol. 27, No. 1365 (Nov. 21, 1981).
`ECS Telecomminiications, Inc. Marketing literature
`for their UMX System (Jan. 7, 1982).
`lbgigio from C. W. Murphy to Jack Atl-tin Dated Jan. 30,
`
`l,00O—User Digital Message Ex-
`"ECS Unveils
`change," Commttnicatfotts.
`Matthews, G. H., “The Pitfalls of Small Telecommuni-
`cations Trunk Groups." ECS Telecommunications, Inc,
`(1931).
`"New Product, Voice Message Systems,“ Barinerr
`Communications Review pp. 37-40 (Jan.—Feb. 1931).
`Dukes, A., “IBM Unveils Voice Mailbox; Seen as Step
`Toward PBX,” MIS Week, vol. 2, No. 39 (Sep. 30,
`1931).
`“Speechfile—IBM’s Secret Message System Weapon."
`Electronic Mail & Message 5)-stents, vol. 5, No. 12 (Jun.
`15. 1981).
`“Introducing Voice Store & Forward,” CompaterDec1’-
`sions. (Oct. 1981).
`Out Voice Product Brochures, Voice and Data Sys-
`tems, Inc.
`Dukes, A., “Atlanta Firm Enters Voice—Message
`Arena," Management Information .S‘_vcte1n.t Week. p. 6
`(Nov. 13, I931).
`"New Local Net, Voice Store and Forward from
`Wang," Computer Decisions (Aug. 1981).
`Delphi Delta 1 Telephone 0perator’s Training Manual
`(Apr. 1. 1981).
`Delphi Delta 1 Voicebank Data Entry Reference Man-
`ual (Jul. 20, 1981).
`Delphi Delta 1 Voicebank Marketing Literature.
`Delphi Delta 1 Specification.
`Delphi Delta 1 Standard Processor Module (SPM—1)
`Specification (Mar. 13, 1973).
`Delphi Pascal Programmers Manual (May 22, 1981).
`
`0002
`0002
`
`

`
`U.S. Patent Nov. 25, 1986
`
`Sheetl of27
`
`4,625,081
`
`TELEPI-ION E NETWORK
`
`I08
`
`
`
`
`
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`GENERAL
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`0003
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`
`

`
`US. Patent Nov. 25, 1986
`
`Sheet2 of27
`
`4,625,081
`
`250
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`INFORMATION PROCESSING SYSTEM
`
`
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`
`

`
`U.S. Patent Nov. 25, 1986
`
`Sheet3 of27
`
`4,625,081
`
`2,048 Mbps
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`
`0005
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`
`

`
`U. S. Patent Nov. 25, 1986
`
`Sheet4 of27
`
`4,625,081
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`U.S. Patent Nov. 25, 1935
`
`Sheet 5 of27
`
`4,625,081
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`
`US. Patent Nov. 25, 1986
`
`Sheet6 of27
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`4,625,081
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`U.S. Patent Nov. 25, 1986
`
`Sheet‘? of27
`
`4,625,081
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`
`U.S. Patent Nov. 25, 1986
`
`Sheet8 of27
`
`4,625,081
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`
`- U.S. Patent Nov. 25, 1986
`
`Sheet 9 of 27
`
`4,625,081
`
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`
`U.S. Patent Nov. 25, 1986
`
`Sheet 10 of27 4,625,081
`
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`U. S. Patent
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`2
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`91
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`U.S. Patent Nov. 25, 1986
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`Sheet 12 of27 4,625,081
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`0014
`0014
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`

`
`U.S. Patent Nov. 25, 1986
`
`Sheet 13 of27 4,625,081
`
`._«2omzun_ozoumm
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`M6891_qzommmn_
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`0015
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`

`
`U.S. Patent Nov. 25, 1986
`
`Sheet 14 of27 4,625,081
`
`
`
`
`
`22523ouozszzoumtamxw
`
`uoou2»._.d5»zuwm_._¢_n_
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`0016
`0016
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`
`
`
`

`
`U.S. Patent Nov. 25, 1986
`
`Sheet 15 of27 4,625,081
`
`
`
`OBTA I N
`
`CAL L
`INFOR MAT l0 N
`
`
`
`CHANGE
`FUNCTION
`
`
`
`FIGJ4
`V-MSG FUNCTIONAL FLOW
`
`SELECT
`
`ACCOUNTI
`ACTIVITY
`
`{FIG . I5]
`
`muswsa
`cm.
`(F5G.|6J_
`
`sewn
`messages
`(1-'1G.I8l
`
`
`
`
`
`
`
`CHANGE
`ADMIN
`(F1625)
`
`
`
`nermave
`MESSAGES
`{FIG.20}
`
`MESSAGE
`
`DELFVERY
`{F626}
`
`
`
`TERMINATE
`CALL
`
`0017
`0017
`
`

`
`U.S. Patent Nov. 25, 1986
`
`Sheet 16 of27 4,625,081
`
`CHANGE
`FEJNCTDN
`
`ANALYZE
`COMMAND
`
`SELECT
`ACCOUNT!
`ACTFVITY
`
`PROMPT
`INITIAL
`CLIENT
`
`REOUE ST
`OPERATOR
`
`OBTAI N
`CLIE NT
`INFORMATION
`
`REQUEST
`PIN
`
`FIE UEST
`Q
`IVESSAGEBASKET
`
`VALIDITY
`CHECK
`ENTRY
`
`D
`NW:
`MESSAG§ASKET
`
`OBTAIN
`CLIENT
`INFORMATION
`
`SERVICE NOT
`AVAILABLE
`
`II
`
`SEND
`MESSAGE
`
`HET RIEVE
`MESSAGES
`
`C HA NGE
`ADMIN
`DATA
`
`OPERATER
`ASSISTANCE
`
`SELECT ACTIVITY FUNCTIONAL FLOW
`
`FIG. I5
`
`0018
`0018
`
`

`
`U. S. Patent Nov. 25, 1935
`
`Sheet 17 of27 4,625,081
`
`ANSWER CALL FUNCTIONAL FLOW
`
`ANSWER‘
`
`CALL
`
`FLAYOUT
`SALUTAT I ON
`
`
`
`RECORD
`
`PROMPT
`R ECORDI E DI T
`INVITATION
`
`
`
`
`
`EDIT
`
`MESSJEGE
`
`(FIG.?]
`
`
`PROMPT
`
`TIME
`EXCEEOED
`
`PROMPT
`
`COMPLIMENTARY
`CLOSE
`
`PROMPT
`
`DISCONNECT
`WARNING
`
`
`
`
`
`
`
`
`TO
`0 PER flT0 R
`ASSISTANCE
`
`
`
`TO
`TERNHNATE
`._ nznu.
`
`
`
`
`
`0019
`0019
`
`

`
`STO F’
`RECORD I
`PL AYBACK
`
`SEGMENT
`
`' BEGINNING ‘
`
`PROMPT
`ovr-zasuze
`MESSAGE
`
`'§LsJ§f}'p
`
`.U.S. Patent Nov. 25, 1986
`
`Sheet 13 of2’7 4,625,081
`
`COMMAND
`
`OPERATOR
`
`'
`
`ronwnnn
`
`EDIT MESSAGE FUNCTIONAL FLOW
`EEPT
`
`FIG’
`ACTNITY
`
`0020
`0020
`
`

`
`U.S. Patent Nov.-25, 1986
`
`Sheet 19 of27 4,625,081
`
`
`
`SEND
`MESSAGES
`
`PROMPT
`
`SEND
`MESSAGES
`INTRODUCTIO N
`
`
`
`
`
`MESSIAGE
`
`PROMPT
`
`DB.lVERY-
`INST F?UCT!0NS
`INVITATION
`
`
`
`ACCEPT
`DELIVERY
`INSTRUCTIONS
`(FIGJ91
`
`PLACE
`
`MESSAGE I N
`OUT BAS KET
`
`
`
`PROMPT
`
`COMMAND
`'|N\e"iTAT|0N
`
`
`
`
`PROMPT
`
`OUTBQSKET
`FULL
`
`
`
`TERMIN ATE
`SEN D
`MESSIIGES
`
`I-'|G.|8
`SEND MESSAGES FUNCTGONAL. FLOW
`
`0021
`0021
`
`

`
`U.S. Patent Nov. 25, 1986
`
`Sheet 20 of27 4,625,081
`
`
`
`oé'E‘.°vE}L
`INSTRUCTIONS
`
`FIG. I9
`
`ACCEPT} EDIT DELIVERY INSTRUCTION FUNCTIONAL I=I_ow
`
`
`
`EC HOBACK
`DELIVERY
`
`INSTRUCTION
`
`
`INVIILID
`
`
`
`III|%lfi%iIII||‘%%!@
`
`VIILIDITY
`DATA @ CHECK
`CLIENT
`ENTRY
`
`
`
`DELIVE RY
`CODE
`
`PROM PT
`
`
`
`
`
`SAVE
`
`PREVIOUS
`
`(DELIVERY
`
`INSTRUCTION)
`PLAYOUT NE XT
`
`I DELIVERY
`
`DELIVERY
`INSTRUCTION}
`INSTRUCTION
`
`CAPACITY
`
`
`
`
`
`
`
`ALL DELIVERY
`
`INSTRUCTIONS
`PLAYED
`
`
`DELETE
`
`(JUST PLAYEGI
`
`
`DELIVERY
`
`INSTRUCTION
`
`
`PROMPT
`
`
`
`
`SAVE
`
`PREVIOUS
`
`{DELIVERY
`
`
`INSTRUCTION}
`
`
`
`NONE PL IDIYED
`
`0022
`0022
`
`LISTEN
`
`CLEAR
`
`S.&\«"E
`
`

`
`U. S. Patent Nov. 25, 1986
`
`Sheet 21 of27 4,625,081
`
`RETR1E\«"E
`MESSAGE
`
`
`
`
`
`
`
`INT R0 DUCE
`FIETRIEVE
`MESSAGES
`
`
`
`
`
`F|G.2O
`RETRIEVE MESSAGES FUNCTIONIIL FLOW
`
`
`'
`PLAYOUT
`MESSAGEBQSKET
`STQTUS
`
`
`
`PROMPT
`
`IN3-QSK ET
`
`
`
`
`
`
`3'97"’
`
`REVIEW
`QNBAS KET
`{ FIG . 2| 1
`
`TEF\'M|N.fi.TE
`
`RETFHEVE
`
`MESSAGES
`
`
`
`
`TO
`
`SELECT
`ACCOUNT}
`ACTIVITY OR
`TERMtN£\TE CALL
`
`
`
`0023
`0023
`
`

`
`U. S. Patent Nov. 25, 1986
`
`Sheet 22 of27 4,625,081
`
`REWEW
`
`
`WBQS KET
`
`
`F’U“"°”T
`
`AWAIT
`PROVIDE
`MESSAGE
`CUENT
`
`
`
`
`
`
`
`
`
`DELETE
`MESSAGE
`
`RE TNN
`MESSAGE
`
`PROM PT
`OUTBASKET
`FULL
`
`commune
`STATUS
`
`n“"’
`
`
`
`
`
`
`
`
`
`REPLY
`(To MESSAGE)
`ns. 22
`
`I REDIRECT
`
`
`
`(MESSAGE)
`
`GD
`PRMPT
`INBIQSKET
`REVIEW
`COMPLETE
`
`
`
`
`
`TO REVIEW
`
`OUTBASKET
`
`
`REWEW INBASKET FUNCTIONAL FLOW
`
`F|G.2l
`
`0024
`0024
`
`

`
`U.S. Patent Nov. 25, 1986
`
`Sheet 23 of27 4,625,081
`
`
`
`
`
`REPLY
`LOCATION
`
`FORM
`
`EDIT
`MESSAGE
`
`F|G.22
`REPLY FUNCTIONAL FLOW
`
`
`
`
`
`AWNT
`
`
`
`
`
`CONCATENATE '
`MESSAGE
`
`REPLY
`DISPOSITION
`
`.flCCEPT
`DELIVERY
`INSTRUCTION
`
`T0
`REDIRECT
`
`ORIGINAL
`DEPOSITION
`
`
`
`0025
`0025
`
`

`
`U.S. Patent Nov. 25, 1935
`
`Sheet 24 of27 4,625,081
`
`REVIEW
`
`OLITBASKET
`
`
`
`
`
`
`PLAYOU T
`
`MESSAGE
`
`PROVIDE W
`DELIVERY
`STATUS
`
`
`
` RETAIN
`DELETE
`OUTBASKET
`MESSIDGE
`MESSAGE
`
`
`
`AMEND
`
`MESSAGE
`
`I F I G. 24)
`
`
`
` DELIVERY
`INSTRUCTIONS
`
` PROMPT
`
`
`
`
`OUTBASKET
`REVIEW
`
`COMPLETE
`
`
`
`
`T0
`
`TEH MINBITE
`
`RETRIEVE
`IVESSAGE
`
`
`
`
`0026
`0026
`
`REVIEW OUTBASKET FUNCTIONAL FLOW
`
`FIG. 23
`
`

`
`U.S. Patent Nov. 25, 1986
`
`Sheet 25 of27 4,625,081
`
`AMEND
`
`MESSAGE
`
`
`
`PROMPT
`
`
`
`
`F|G.24
`AMEND MESSAGE FUNCTIONAL FLOW
`
`
`
`TYPE OF
`AMENDMENT
`
`
`
`
`
`MESSAGE CONCATENATE
`
`
`PROMPT
`
`OUTBASKET
`FULL
`
`
`
`FORM
`OUTBASKET
`COPY
`
`
`
`
`EDIT
`
`MESSAGES
`OUTBASKET
`
`
`
`T0
`T0
`
`NEXT MESSAGE
`AMEND
`DEGSION
`DELIVERY
`WSTRUCTIONS
`
`
`
`
`
`T0
`Awmr
`OUTBASKET
`COMW‘-ND
`
`
`
`0027
`0027
`
`

`
`U.S. Patent Nov. 25, 1986
`
`Sheet 25 of27 4,625,081
`
`CHANGE
`ADMIN
`DATA
`
`MODIFY MB
`FWDG INST
`
`EDIT
`SALUTATION
`
`ESTABLISH FORWARDING CONDITION
`PROMPT
`SERVJCE ADT AVAILABLE
`
`PROVIDE MB FOFHMARDING INSTRUCTIONS
`
`PROMPT
`SERVICE NOT AVAILABLE
`
`EDIT DISTRIBUTION LIST
`PROMPT
`SE RVTCE NOT AVAILABLE
`
`PROMPT
`SERVICE NOT AW-'4lLAB..E
`
`ESTABLISH CALL FORWOROIM5 CONDITION
`PROMPT
`SE HVIC-E NOT AVAILABLE
`
`PROVIDE CALL FWDG INST
`PROMPT
`SERVICE NOT AVAILABLE
`
`INVALID ENTRY RECENED
`
`25ADMlN FUNCTIONAL FLOW
`
`0028
`0028
`
`

`
`U.S. Patent Nov. 25, 1986
`
`Sheet 27 of27 4,625,081
`
`TELEPHONE
`DELIVERY
`
`FIG. 26
`TELEPHONE DELIVERY FUNCTIONAL FLOW
`
`
`
`@a
`
`
`
` ACQUIRE
`OPERATOR
`
`PROM PT
`
`MESSAGE
`DELIVERY
`
`OPERATOR
`
`DELIVERY
`IICTJONS
`
`
`
`
`
`
`
` PROMPT
`
`PLAYOUT
`MESSAGE
`
`PROMPT
`
`REPLY
`INVITATION
`
`
`
`OPER ATOR
`
`REPLY
`ACTIONS
`
`RECORD
`MESSAGE
`
`RECORDI
`EDIT _
`CONTROLS
`
`
`
`
`RESCHEDULE
`
`EDIT
`
`
`
`DE|_|vE Ry
`
`TO I TERMINATE
`CALL
`
`0029
`0029
`
`
`
`

`
`1
`
`4,625,081
`
`2
`plurality of individually addressable message baskets
`therein and a control system providing a selective cou-
`pling between the store and each of a plurality of tele-
`phone lines ofa telephone network. The control system
`is responsive to different data signals received over a
`particular one of the telephone lines to associate the
`particular telephone line with a particular message bas-
`ket, to store in the particular message basket 3 voice
`message received over the particular telephone line, to
`forward a voice message stored in the particular mes-
`sage basket to at least one other of the individually
`addressable message baskets, and to forward a voice
`message stored in the particular message basket to at
`least one telephone line.
`The service system is implemented with a high reli-
`ability fail soft data processing system in which duplica-
`tion of processing system components enables a func-
`tion of a failed component to be transferred to another
`component to assure that no single failure disables the
`tire system. The major processor subsystems include
`a real-time subsystem providing interactive coupling to
`the analog telephone lines, an interactive services sub-
`system providing a coupling to input-output devices
`such as terminals, tape drives, and printers, a file ser-
`vices subsystem hosting a plurality of disk drives. an
`information processing subsystem providing a sophisti-
`cated general multiprocessor capability and an execu-
`tive services subsystem providing communication and
`coordination between the other subsystems.
`The real time subsystem provides the signal generat-
`ing, signal detection and interface circuitry necessary
`for connection to several different physical and func-
`tional types of standard network telephone lines. The
`physically different types of lines include,
`two-wire
`lines. four-wire lines, pay telephone lines, operator lines
`and concentrator lines. The functionally different lines
`include secretarial
`lines which are usually coupled
`through a concentrator and function as jumped exten-
`sions of client telephone lines. and direct inward dial
`lines having virtual connections between an incoming
`line at a telephone switching office and a called tele-
`phone at a customer location (ie the telephone voice
`service system). Plural trunking connections to the ser-
`vice system concentrator and to the direct inward dial
`lines enable multiple calls to the same number to be
`processed simultaneously by theservice system. Instead
`of a second or third caller to a given phone number
`receiving an irritating busy signal, the caller receives a
`prompt and efficient automatic response.
`At the service system particular lines may be inter-
`nally assigned predetermined designated functions. For
`example, some of the lines may be dgnated direct
`incall lin with each being assigned a predetermined
`association with a particular mwsage basket. Such a line
`is controlled only in a telephone answering mode with
`a caller being greeted by a client selected voice message
`which may be in the client's own voice and changed at
`will and then invited to leave a voice message in the
`associated message basket upon the generation ofa tone
`signal. Callers familiar with the system may edit the
`voice message using Touch Tone commands. but no
`editing prompts are provided. There is thus no confu-
`sion of callers who are unfamiliar with the system and
`who wish to simply record an unedited voice message
`upon the occurrence of the tone.
`General incall lines are operated in a telephone an-
`swering mode in a manner similar to the direct incal]
`
`AUTOMATED TELEPHONE VOICE SERVICE
`SYSTEM
`
`BACKGROUND OF THE INVENTION
`1. Field of the Invention
`This invention relates to an automated telephone
`voice service system and more particularly to such a
`system which provides automatic recording and editing
`of voice messages as well as forwarding of recorded
`voice messages to other accounts and telephone num-
`bers with or without operator assistance.
`2. Discussion of the Prior Art
`Voice responsive telephone service systems have
`traditionally meant either a telephone answering service
`or a forwarding service. Early telephone answering
`service systems connected individual secretarial lines to
`an operator plug board. Upon activation of one of 100
`or more lines coming into an operator station an opera-
`tor answered the call by making an appropriate plug
`connection between the active line and an operator
`headset. Upon identification of an active line the opera-
`tor could access a corresponding client file to obtain a
`greeting for reading to the caller. The operator could
`then proceed to answer questions from information
`from the client file information or take a handwritten
`message for storage in a client pidgeon hole until the
`client called in to retrieve his messages.
`Telephone answering systems have subsequtly
`been improved by providing the service operator with a
`semi-automated terminal to which calls are automati-
`cally directed. The line to be answered is automatically
`identified and corresponding client data is presented to
`a visual display for use by the operator in answering the
`call. Any received messages may be keyed into the
`system for storage in association with the client's ac-
`count until the client calls to retrieve his messages.
`While such a system affords considerable improve-
`ment over the early plugboard answering system, it
`remains limited to a basic telephone answering mode in
`which limited client information may be presented to a
`client and messages may be manually recorded for later
`retrieval by the client.
`The forwarding services provide a somewhat differ-
`ent but still limited telephone service function. These
`services include store and fonavard services and call
`forwarding services. The store and forward services
`enable a client to record a message and designate a
`number of persons or telephone numbers for delivery of
`the message. Delivery instructions can specify dates and
`times for message delivery. The operator then proceeds
`to call the indicated persons or numbers in accordance
`with the delivery instrucI:ions and upon completing a
`call, play the prerecorded message. Such a system per-
`mits recording of a message at one time for delivery at
`another time, but still requires operator assistance.
`Call forwarding on the other hand can be completely
`automated, but merely forwards an incoming call to a
`previously designated telephone line. Such a system
`cannot process the call ifeither the originally called line
`or the forwarded line are busy and cannot process a
`message at different times which are respectively con-
`venient to the calling and called parties.
`SUMMARY OF THE INVENTION
`
`An automated telephone voice service system in ac-
`cordance with the invention includes a data store cou-
`pled to store and retrieve voice messages at each of a
`
`5
`
`ll}
`
`20
`
`25
`
`30
`
`35
`
`65
`
`50
`
`55
`
`65
`
`0030
`0030
`
`

`
`3
`lines except that the general incall lines do not have a
`unique, predetermined association with a particular
`message basket. A caller is prompted to enter through
`the telephone keyboard dual tone multiple frequency
`(DTMF) data signals defining commands which select a
`particular message basket code or address. A voice
`communication coupling between the calling telephone
`line and the selected particular message basket is then
`created by the telephone service system.
`Other telephone lines may be assigned as direct or
`general recall lines which afford a client access to ac-
`count ownership functions afforded by the system. As
`with the incall lines each direct recall line is associated
`with a single predetermined message basket while a
`general recall lines requires entry of a message basket
`code identifying a desired message basket. Security is
`maintained by enabling account ownership activities
`only after a personal identification code has been en-
`tered which corresponds to an associated message bas-
`ket. Added security may be implemented for a direct
`recall line by requiring entry of a second field of a per-
`sonal
`identification code before account ownership
`activities are enabled. The second field is separated
`from the first field by a number sign key center and may
`be changed at any time by the account owner. Account
`entry thus requires a caller to have knowledge of the
`direct recall telephone phone number, the first field of
`the personal identification code associated therewith.
`and if used. the second field of the personal identifica-
`tion code.
`Account ownership activities include retrieval of
`messages. forwarding of messages, and administrative
`functions such as the recording of a new greeting, the
`changing of answering criteria for a secretarial line or
`the changing of the second field of the personal identifi-
`cation code. Each message basket is divided into two
`parts, an inbasket which stores messages from outside
`callers and an outbasltet which stores messages for for-
`warding to other inbaskets or telephone lines. Data
`storage space is conceived by storing only a single copy
`of an outgoing voice message in the client’s outbasket.
`even if the message is to be sent to many different
`parties.
`If the message is to be sent to other message baskets a
`code is placed in the inbasket of each inbasket portion
`thereof identifying the particular voice message in the
`particular outbasket of the sending client. If the message
`is to be communicated over one or more telephone
`lines, the outbasltet message is simply accessed as the
`calls are initiated. This arrangement also enables a client
`to retain mvnersltip of a message so that a message can
`be changed or deleted until it has actually been deliv-
`ered.
`As a message is delivered to another service client the
`recipient can direct that the message be stored in the
`recipient’s inbasket for future reference and can auto-
`matically direct a voice message reply back to the
`sender with or without the original message attached.
`A general access line affords a caller access to all
`voice service system functions. Any message basket
`may be selected for leaving a message therein by enter-
`ing the message basket number code therefor and entry
`of a personal identification number code enables access
`to account ownership activities. To minimize errors and
`enable the service system to readily distinguish between
`different types of data sets, different data sets are re-
`quired to have mutually exclusive code ranges. For
`example, one digit defines a delivery code selecting a
`
`10
`
`20
`
`25
`
`30
`
`35
`
`45
`
`50
`
`55
`
`65
`
`4,625.08 1
`
`4
`predetermined set of voice message delivery instruc-
`tions. two digits define a predetermined distribution list.
`three to nine digits define a message basket number and
`ten or more digits define a telephone number including
`the area code even for a local number. A personal iden-
`tification number code must be preceded by an asterisk
`(‘) and may have any reasonable number of digits
`within predeterminecl limits for the system. for example
`3-15. All data sets are terminated by an # (enter) key or
`a 5 second time out.
`In the event a system user requires assistance, more
`detailed voice message prompts are initiated by keying
`‘D and communication with a voice message operator
`can be commanded by keying "20. In the event that a
`client calls the system from a dia.l telephone, the service
`system detects a telephone company signal identifying a
`dial telephone line as the source of the call and automat-
`ically connects a service system operator to the line.
`The telephone service system in accordance with the
`invention thus provides a sophisticated user controlled
`system for the receipt and delivery of voice messages
`with an operator being required only for exceptional
`circumstances.
`
`BRIEF DESCRIPTION OF TI-IE DRAWINGS
`
`A better understanding of the invention may be had
`from a consideration of the following Detailed Descrip-
`tion talten in conjunction with the accompanying draw-
`ings in which:
`FIG. 1 is a functional block diagram representation of
`an automated telephone voice service system i.n accor-
`dance with the invention;
`FIG. 2 is a block diagram representation of the Sys-
`tem architecture for voice service system shown in
`FIG. 1;
`FIG. 3 is a block diagram representation of a tele-
`phone room subsystem line group used in the telephone
`voice service system shown in FIG. 2;
`FIG. 4 is a block diagram representation of a real time
`subsystem used in the telephone voice service system
`shown in FIG. 2;
`FIG. 5 is a block diagram representation ofa standard
`processor module used in the voice service system
`shown in FIG. 1;
`FIG. 6 is a block diagram representation ofa real time
`executive used in the real time subsystem shown in FIG.
`4;
`
`FIG. ‘T is a block diagram representation of an inter-
`active services subsystem used in the telephone voice
`service system shown in FIG. 2;
`FIG. 8 is a block diagram representation of an inter-
`active services subsystem processor extension unit
`shown in FIG. 7;
`FIG. 9 is a block diagram representation of an infor-
`mation proctasing system shown in FIG. 2;
`FIG. 10 is a block diagram representation of a bus
`controller extension unit shown in FIG. 9;
`FIG. 11 is a block diagram representation of the soft-
`ware architecture for the real time subsystem shown in
`FIG. 4;
`FIG. 12A in conjunction with FIG. 12B is a flow
`diagram describing the response of the automatic tele-
`phone voice service system to a user call;
`FIG. 13 is a flow diagram of telephone keyboard
`command operations.
`FIG. 14 is a voice messaging functional flow diagram
`for the service system shown in FIG. 1;
`
`0031
`0031
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`4,625,081
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`5
`FIG. 15 is a select activity functional flow diagram
`that is useful in understanding the diagram shown in
`FIG. 14;
`FIG. 16 is an answer call functional flow diagram
`that is useful in understanding the diagram shown in
`FIG. 14;
`FIG. 17 is an edit message functional flow diagram
`that is useful
`in understanding the diagram shown in
`FIG. 16;
`FIG. 18 i