« 179/27 FH
`Re. 30,903 4/1982 Vicari et al.
`179/27 FH
`1,922,879
`8/1933 Burgener
`« 179/27 FH
`2,685,614
`8/1954 Curtin ..........
`....ss 179/27 FH
`2,863,950 12/1958 Dunning et al.
`ABSTRACT
`[57]
`» 179/27 FH
`2,892,038 6/1959 Gatzert ......
`179/27 FH
`2,985,721
`5/1961 Gatzert ..
`An automated telephone voice service system includes
`se 179/602
`2,998,489
`8/1961 Riesz .....
`a data store having a plurality of addressable voice
`3,141,931
`7/1964 ZarOuMni ...ecssccsececnernereeaeeees 179/6.11
`storage message baskets defined therein and a control
`3,146,310 8/1964 Jeffries et al.
`...esesecsessesesnens 179/6.07
`system coupled betweenthe store and a large plurality
`3,197,566 7/1965 Sanders etal.
`....
`. 179/18 BE
`of telephonelines of a telephone network. An incoming
`3,273,260 9/1966
`inh
`eveeee 434/307
`cable may address a particular message basket by enter-
`3,296,371
`1/1967
`ww 381/51
`ing a code through the telephone keyboard or by a
`3,510,598
`5/1970
`79/18 BE
`
`3,519,745 7/1970Colman....cesssesesesesseseseenenes 179/5 P
`predetermined association with a particular call in line.
`
`3,728,486 4/1973Krausc.ssccscssecccsssessseesensneeee 179/2 R
`Upon identification of the message basket the caller is
`3,733,440 5/1973
`Si
`we 179/18 B
`greeted by a client’s own voice and invited to leave a
`3,920,908 11/1975 Kraus ..
`+ 179/2 CA
`voice message which will be recorded in the message
`AT17,270 Q/I9TB Letsea wccscsnsnccsssererennstccesese 179/18 BE
`basket or given other client information. Upon entry of
`4,200,772 4/1980 Vicari et al.
`..
`wee 179/27 FH
`a personal identification codea caller is granted access
`4,210,783
`7/1980 Vicari et al.
`..
`wee 179/18 FC
`to user account functions which include retrieval of
`4,256,928
`3/1981 Lesea etal........
`woe 179/18 BE
`4,272,810 6/1981 Gates et al.
`....sssssseeesssseees 364/900
`voice messages, forwarding of messages to other mes-
`4,302,632 11/1981 Vicari et al.......
`. 179/27 FH
`sage baskets or telephonelines, and administrative func-
`4,320,256
`3/1982 Freeman occ 179/604
`tions such as the changing of greetings or account oper-
`4,371,752 2/1983 Matthews etal. ............ 179/7.1 TP
`ating criteria. Editing commands maybe utilized during
`the recording of voice messages.
`
`..
`
`
`
`
`
`
`
`
`
`
`
`115
`United States Patent
`Noy, 25, 1986[45]
`Date of Patent:
`Lotito et al.
`
`4,625,081
`
`
`Patent Number:
`
`[11]
`
`[54]
`
`AUTOMATED TELEPHONE VOICE
`SERVICE SYSTEM
`
`[76]
`
`Inventors: Lawrence A. Lotito, 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:
`Noy. 30, 1982
`(51)
`Int. C14 wee FOAM 3/38; HO4M 3/50
`[52] US. Ch. oneessesessesessessesssnserssesess 379/88; 379/196;
`379/211
`[58] Field of Search ............. 179/18 B, 18 D, 18 DA,
`179/5 P, 6.02, 6.17, 6.18, 6.09, 6.11; 360/32, 12;
`364/513.5, 513; 381/36, 51; 370/60, 61, 62
`References Cited
`U.S. PATENT DOCUMENTS
`
`[56]
`
`Resource Development, Inc., Report #145, pp. 45-56,
`Jan. 1980,
`“A Design Model for a Real-Time Voice Storage Sys-
`tem”, Hattori et al., JEEE Trans. on Communications,
`vol. COM-30, No. 1, Jan. 1982, pp. 53-57.
`Barish, Bernard T.and Slattery, Paul J., “BISCOM: 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-Nachrichten 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 Examiner—Thomas W. Brown
`
`OTHER PUBLICATIONS
`
`“Store & Forward Voice Switching”, International
`
`74 Claims, 27 Drawing Figures
`
`
`
`a_i
`
`
`
`
` iz
`
`OPERATORCONSOLES
`
`
`oo
`
`0001
`0001
`
`Snap 1014 Part 1
`Snap 1014 Part 1
`U.S. Pat. 8,995,433
`USS. Pat. 8,995,433
`
`

`

`4,625,081
`Page 2
`
`a O
`
`THER PUBLICATIONS
`Probe Research, Inc., “BBL Industries, Inc.,” Proceed-
`ings of Voice Processing Seminar, Sep. 15, 1958.
`Probe Research, Inc., “Wang Laboratories,” Proceed-
`ings of Voice Processing Seminar, Sep. 16, 1982.
`Probe Research,Inc., “American Telephone and Tele-
`graph, Inc.,” Proceedings of Voice Processing Seminar,
`Sep. 16, 1982.
`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,” Pro-
`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. 1982).
`“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. 28-32 (Sep. 1980).
`“Elect. Mail Pack Unveiled by DEC.”Electronic News,
`vol. 27, No. 1365 (Nov. 21, 1981).
`ECS Telecommunications, Inc. Marketing Literature
`for their UMX System (Jan. 7, 1982).
`oe from C. W. Murphyto Jack AtkinDatedJan. 30,
`981.
`
`1,000—User Digital Message Ex-
`“ECS Unveils
`change,” Communications.
`Matthews, G. H., “ThePitfalls of Small Telecommuni-
`cations Trunk Groups,” ECS Telecommunications, Inc,
`(1981).
`“New Product, Voice Message Systems,” Business
`Communications Review pp. 37-40 (Jan.-Feb. 1981).
`Dukes, A., “IBM Unveils Voice Mailbox; Seen as Step
`Toward PBX,” MIS Week, vol. 2, No. 39 (Sep. 30,
`1981).
`“Speechfile—IBM’s Secret Message System Weapon,”
`Electronic Mail & Message Systems, vol. 5, No. 12 (Jun.
`15, 1981).
`“Introducing Voice Store & Forward,” Computer Deci-
`sions, (Oct. 1981).
`Out Voice Product Brochures, Voice and Data Sys-
`tems, Inc.
`Dukes, A., “Atlanta Firm Enters Voice-Message
`Arena,” Management Information Systems Week, p. 6
`(Nov. 18, 1981).
`“New Local Net, Voice Store and Forward from
`Wang,” Computer Decisions (Aug. 1981).
`Delphi Delta 1 Telephone Operator’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, 1978).
`Delphi Pascal Programmers Manual (May22, 1981).
`
`0002
`0002
`
`

`

`U.S. Patent Nov.25,1986
`
` Sheetlof27
`
`4,625,081
`
`
`
`TELEPHONE NETWORK
`
`
`
`OLRECT
`
`GENERAL
`GENERAL
`DIRECT
`GENERAL
`
`ANY
`SECRETARIAL
`{NCALL
`INCALL
`ACCESS
`RECALL
`RECALL
`
`
`NUMBER
`LINE
`LINE
`LINE
`
`
`
` IO NUMBER
`CODE
`
`
`RETRIEVAL *
`
`MESSAGE BASKET STATUS
`
`
`
`i
`iy
`ij
`i
`ts
`:
`
`
`SENOING
`
`130
`
`134
`
`CHANGE ACCOUNT
`ACTIVITY
`
`ADMINISTRATION
`FUNCTIONS
`132
`
`
`
`|
`|
`yes
`OWN
`No[”
`
`r|account? f+ }
`
`
`
`=
`CLIENT GREETING [caance]
`
`NSWERING ;
`
`RECORD MESSAGE
`ET =
`EDIT MESSAGE
`BE
`T
`
`
`LISTEN TO MESSAGES
`
`
`
`
`
`
`
`|a|oe
`
`
`RECORD MESSAGE
`EDIT MESSAGE
`ADDRESS +OELIVERY
`
`MESSAGE
`BASKET1
`
`MESSAGE
`BASKET 2
`
`MESSAGE
`BASKETN
`
`=
`
`OATA STORE
`
`
`
`
`OPERATOR CONSOLES
`
`106
`
`FIG.
`
`0003
`0003
`
`

`

`U.S. Patent Nov. 25,1986
`
` Sheet20f27
`
`4,625,081
`
`250
`
`
`
`'
`
`INFORMATION PROCESSING SYSTEM
`
`(FIG 9)
`
`
`
`DISTRIBUTION
`PANEL
`
`
`INTERACTIVE
`
`
`
`
`SERVICES
`REAL TIME
`REAL TIME
`REALAME
`REAL TIME
`
`
`
`
`SUBSYSTEM
`Sree
`SESrSTeM
`SUBSYSTEM
`SUBSYSTEM
`
`
`
`
`
`
`254.2
`3
`
`(FIG.4)
`‘
`
`16 SERIAL _jf
`20HEMbps
`CHANNELS
`(30V.CH)
`
`
`
`
`262
`
`
`
`TELEPHONE||TeLepHone||TELEPHONE
`ROOM
`cae
`ROOM
`ROOM
`
`
`Le suBsYSTEM||sussystem||sussySTEM
`
`0
`A
`A
`
`
`
`LINE GROUP||LINEGROUP||LINE GROUP
`
`READER
`220
`£G3)
`
`
`
`
`
`
`2-WIRE LINES
`
`TELEPHONE
`NETWORK
`
`Li
`
`64
`
`224
`
`nae 266
`
`||
`
`226
`L)
`
`1
`
`5222
`
`TELEPHONE VOICE SERVICE SYSTEM 100
`
`FIG.2
`
`0004
`0004
`
`

`

`U.S. Patent Nov. 25, 1986
`
`Sheet 3 0of27
`
`4,625,081
`
`2.048 Mbps
`SYNCHRONOUS
`LINK TO ETS
`
`2.048 Mbps
`SYNCHRONOUS
`LINK TO ETS
`
`30 V.CH.
`
`one
`
`
`
`LINE
`GROUP
`CONTROLLER
`
`302
`
`BBIT PARALLEL
`POLLED BUSES
`
`)\
`
`308
`
`30 VCH.
`
`=o
`
`LINE
`GROUP
`CONTROLLER
`
`
`
`306
`
`316
`
`LINE INTERFACE
`BOARDI3
`LOOP START/
`
`
`ROUNDSTART)
`
`318
`
`310
`
`
`
`LINE INTERFACE
`BOARD
`(OPERATOR)
`
`312
`
`
`
`LINE INTERFACE
`BOARD 2
`(CONCENTRATOR)
`
`314
`
`LP
`
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`
`BOARDI5
`
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`
`LINE INTERFACE
`BOARD I4
`{2-WiRE)
`
`DIALING) LINE INTERFACE
`
`LINE INTERFACE
`BOARD 3
`(DIRECT: INWARO
`
`TELEPHONE ROOM SUBSYSTEM A,LINE GROUP 1 206
`
`FIG:3
`
`0005
`0005
`
`

`

`U.S. Patent Nov. 25, 1986
`
`Sheet4 of 27
`
`4,625,081
`
`
`
`
`
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`0006
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`
`
`

`

`US. Patent Nov. 25,1986
`
` Sheet5of27
`
`4,625,081
`
`RAM
`PROGRAM MEMORY
`4K XI6
`(400 NSEC)
`
`RAM
`PROGRAM MEMORY
`8KXI6
`(50 NSEC ROM)
`
`SCRATCHPAD
`MEMORY STORE
`4K X16
`(50 NSEC)
`
`PORT CONTROL UNIT
`
`STANDARD PROCESSOR MOOULE 500
`
`FIG.5
`
`0007
`0007
`
`

`

`U.S. Patent Nov. 25,1986
`
` Sheet6of27
`
`4,625,081
`
`602
`
`PROGRAM
`
`STANDARD PROCESSOR
`MEMORY
`
`MODULE
`24KX 16
`
`
`(FIG.5)
`
`DATA
`
`
`MEMORY
`
`63K X16
`
`5
`
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`
`618
`
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`
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`CONTOLLER
`
`|| || | | || ||
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`620
`EXTENSION
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`DMACHANNELS
`
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`INTERNAL TRANSFER
`SWITCH 606
`
`REAL TIME EXECUTIVE
`408
`
`FIGS
`
`
`620
`
`DMA CONTROL
`
`
`MEMORY
`IK X 16
`
`
`BUFFER
`DESCRIPTORS
`
`ee
`
`|
`
`624
`
`626
`
`OMA CHANNEL
`INTERFACE
`
`PORT COMMAND
`MEMORIES
`
`STORE
`5l2 X16
`
`STORE
`512 X16
`
`
`
`THal6
`
`
`0008
`0008
`
`

`

`U.S. Patent Nov. 25, 1986
`
`Sheet 7 of27
`
`4,625,081
`
`x
`
`Y
`
`:
`
`724
`
`INTERACTIVE
`SERVICES
`EXECUTIVE
`
`x
`
`Y
`
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`CPU
`
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`
`IS SPROCESSOR
`EXTENSION UNIT
`
`SPM
`cPU
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`!SS PROCESSOR
`EXTENSION UNIT
`(FIG.8)
`
`8 BIT POLLED BUS
`
`
`
`
`702
`726
`
`706
`
`MAG. TAPE
`CONTROLLER
`
`SERIAL
`CHANNEL
`CONTROLLER
`
`SERIAL
`CHANNEL
`CONTROLLER
`
`= | TODISTRIBUTION
`
`16 CHANNELS
`PANEL
`
`257
`
`MAG. TAPE
`FORMATTER
`
`716
`
` 714
`
`
`INTERACTIVE SERVICES SUBSYSTEM
`252
`
`ae
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`
`4
`TAPE.
`ORIVE
`
`Tape
`ORIVE
`
`FIG.7
`
`0009
`0009
`
`

`

`
`
`U.S. Patent Nov.25,1986§Sheet8of27 4,625,081
`
`802
`
`MICROPROGRAMME D
`INTERACTIVE BUS
`CONTROLLER
`
`TO U-BUS
`
`704
`
`TO V-BUS
`
`708
`
`INTERRUPT
`FIFO
`STORE
`
`
`
`POLLING LIST
`(SONSEC)
`
`60K
`
`
`
`
`
`
`
`DATA MEMORY
`PROGRAM MEMORY
`
`64K XI6
`STORE
`
`(1/0 BUFFERS)
`12K X16
`
`(400 NSEC)
`
`
`BUFFER AND CONTROLLER
`DESCRIPTORS
`
`1/0 DATA
`
`
`
`EXREX ROM
`BK XIG
`(50 NSEC)
`
`810
`
`82
`
`TO
`CPU
`
`ISS PROCESSOR EXTENSION UNIT 726
`
`FIG.8
`
`0010
`0010
`
`

`

`U.S. Patent Nov. 25,1986
`
` Sheet90f27
`
`4,625,081
`
`oe SERVICES SUBSYSTEM 904
`INFORMATION PROCESSING SUBSYSTEM 906
`
`
`
`DATA MEMORY
`
`
`
`(FIG. 10)
`EXTENSION
`
`
`BUS
`
`CONTROLLER
`
`
`EXTENSION
`UNIT
`
`
`Be WED pe he7oe928s x
`
`|1
`
`i1 C
`
`
`
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`EXTENSION
`UNIT
`
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`EXTENSION
`
`BUS
`CONTROLLER
`EXTENSION
`
`Zzamo
`
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`ZamMe
`
`SUBSYSTEM SyRrOTena
`
`INTERACTIVE||peat TIME
`SERVICES
`
`
`DISK CONTROLLER
`DISK CONTROLLER
`EXTENSION
`EXTENSION
`
`UNIT
`UNIT
`
`(FIG.4)
`(FIG.7)
`252 .©902
`
`952
`
`INFORMATION PROCESSING
`SYSTEM 250
`
`FILE SERVICE SUBSYSTEM 908
`
`FIG.9
`
`0011
`0011
`
`

`

`U.S. Patent Nov. 25, 1986
`
`Sheet 10 of27 4,625,081
`
`1006
`
`
`
`CONTROL
`MEMORY
`4K X12
`
`JU-PROGRAMMED
`PACKET
`1008
`SWITCHER
`PROGRAM
`MEMORY
`IGKXI6
`
`
`
`
`
`
`1010
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`MEMORY
`IGKXI6
`
`BUS CONTROLLER EXTENSION 922
`
`FIG.IO
`
`0012
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`

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`Sheet 11 of 27 4,625,081
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`

`U.S. Patent
`
`Nov. 25, 1986
`
`Sheet 12 of27 4,625,081
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`

`

`U.S. Patent Nov. 25, 1986
`
`Sheet 13 of27 4,625,081
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`idWwoud
`
`3009a!
`
`WNOSH3d
`
`Y3LN3
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`Y31N3
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`Qnoo3as
`
`qials
`
`3009dl
`WNOSUY3d
`
`300)dl
`
`3009al
`
`TWNOSUSd3009al
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`LN3119NI
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`L3xSVaNI
`
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`11a3
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`0015
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`

`

`5938EaEa
`
`a=geei=Ea
`
`ayeaay?"ate1
`
`
`
`41YVHDMO14GNYWWOSGuyOsA3yiD)|
`
`U.S. Patent Nov. 25, 1986
`
`Sheet 14 of27 4,625,081
`
`3003
`
`
`
`
`
`
`
`
`
`NOILONNAGSGNVWWOD3LND3xK3
`
`0016
`0016
`
`
`

`

`U.S. Patent Nov.25, 1986
`
`Sheet 15 0f27 4,625,081
`
`OBTAIN
`CALL
`INFORMATION
`
`
`
`
`CHANGE
`FUNCTION
`
`
`
`
`
`cA rci
`
`
`FIG.I4
`V-MSG FUNCTIONAL FLOW
`
`
` SELECT
`
`ACCOUNT/
`ACTIVITY
`(FIG .15)
`
`
`
`
`
`ANSWER
`CALL
`(FIG. 16)
`
`
`
`
`SEND
`RETRIEVE
`CHANGE
`
`MESSAGES
`MESSAGES
`ADMIN
`
`(FIG, 18)
`(F1G.25)
`(FIG. 20)
`
`
`
`
`
`MESSAGE
`DELIVERY
`(FIG.26)
`
`TERMINATE
`
`0017
`0017
`
`

`

`U.S. Patent Nov. 25, 1986
`
`Sheet 16 of27 4,625,081
`
`SELECT
`ACCOUNT/
`
`FUNCTION
`
`REQUEST
`OPERATOR
`
`DIRECT
`LINE
`
`INITIAL
`CLIENT
`
`certain
`CLIENT
`INFORMATION
`
`ACTIVITY CHANGE
`
`PROMPT
`REQUEST
`PIN
`
`PROMPT
`REQUEST
`MESSAGEBASKET
`
`VALIDITY
`
`INVALID
`MESSAGEBASKET
`
`INVALID
`
`OBTAIN
`CLIENT
`INFORMATION
`
`PROMPT
`SERVICE NOT
`AVAILABLE
`
`SEND
`MESSAGES
`
`RETRIEVE
`MESSAGES
`
`CHANGE
`ADMIN
`DATA
`
`OPERATER
`ASSISTANCE
`
`ANSWER
`ALL
`-
`
`SELECT ACTIVITY FUNCTIONAL FLOW
`
`FIG.I5
`
`0018
`0018
`
`

`

`U.S. Patent Nov. 25, 1986
`
`Sheet 17 of27 4,625,081
`
`FIG.I6
`
`ANSWER CALL FUNCTIONAL FLOW
`
` ANSWER
`CALL
`
`PLAYOUT
`SALUTATION
`
`
`
`
`RECORD/EDIT
`INVITATION
`
` EDIT
`MESSAGE
`(FIG.7)
`
`RECORD
` PROMPT
`
`
` PROMPT
`
`CLOSE
`
` TO
`
`
`
`PROMPT
`PROMPT
`
`
`DISCONNECT
`
`WARNING
`
`
`TIME
`EXCEEDED
`
`COMPLIMENTARY
`
`To
`TERMINATE
`. CALL
`
`TO
`OPERATOR
`ASSISTANCE
`
`
`
`SELECT
`ACCOUNT/
`ACTIVITY
`
`
`
`0019
`0019
`
`

`

`U.S. Patent Nov. 25, 1986
`
`Sheet 18 of27 4,625,081
`
`(3)
`
`3)
`
`COMMAND
`
`ABNORMAL REQ.
`OPERATOR
`
`PLAYBACK
`
`
`MARK
`
`SEGMENT
`BEGINNING
`
` ENTER
`
` CHANGE HELP
` PAUSE
`
`
`PROMPT
`OVERSIZE
`
`
`
`
`eo—_7MARK
`
`
`bere
`
`
`
`
`
`
`
`oesDELETE
`
`
`
`—— wal
` TALK
`
`SEGMENT
`END
`
`POSITION
`
`CLEAR
`
`DELETE
`MARKS
`
`
` SAVE
`SEGMENT
`
`
`SAVE
`
`EDIT MESSAGE FUNCTIONAL FLOW
`
`FIG. 17
`
`
`
`END
`EDIT
`ACTIVITY
`
`
`0020
`0020
`
`

`

`U.S. Patent Nov. 25, 1986
`
`Sheet 19 of27 4,625,081
`
`SEND
`MESSAGES
`
`PROMPT
`
`
`
`SEND
`MESSAGES
`
`
`INTRODUCTION
`
`
`
` EDIT
`MESSAGE
`
`
`
`PROMPT
`
`
`DELIVERY:
`INSTRUCTIONS
`INVITATION
`
`
`
`
`
`
`
`ACCEPT
`DELIVERY
`
`INSTRUCTIONS
`(FIG.19)
`
`PLACE
`MESSAGE_IN
`OUTBASKET
`
`
`
`COMMAND
`INVITATION
`
`PROMPT
`
`OUTBASKET
`FULL
`
`
`
`
`TERMINATE
`SEND
`MESSAGES
`
`
`FIG.I8
`SEND MESSAGES FUNCTIONAL FLOW
`
`0021
`0021
`
`

`

`U.S. Patent Nov. 25, 1986
`
`Sheet 20 of27 4,625,081
`
`DELIVERY
`INSTRUCTIONS
`
` ACCEPT
`
`FIG. 19
`
`ACCEPT/EDIT DELIVERY INSTRUCTION FUNCTIONAL FLOW
`
`DELIVERY
`INSTRUCTION
`
`INVALID
`DELIVERY
`INSTRUC TION
`
`DELIVERY
`coDE
`
` ECHOBACK
`=]¢
`
`
`VALIDITY
`
`DATAH(&)—|
`CHECK
`CLIENT
`
`ENTRY
`
`
`
`PROMPT
`
` SAVE
`PREVIOUS
`
`(DELIVERY
`
`INSTRUCTION )
` PLAYOUT NEXT
`
`
`(DELIVERY
`
`
`DELIVERY
`INSTRUCTION)
`INSTRUCTION
`CAPACITY
`
`
`
`
`ALL DELIVERY
`
`INSTRUCTIONS
`
`PLAYED
`
`DELETE
`
`(JUST PLAYED)
`DELIVERY
`
`INSTRUCTION
`
`
`NONE PLAYED
`
`
` SAVE
`
`PREVIOUS
`
`(DELIVERY
`
`INSTRUCTION)
`
`
`
`LISTEN
`
`CLEAR
`
`SAVE
`
`0022
`0022
`
`

`

`U.S. Patent Nov. 25, 1986
`
`Sheet 21 of27 4,625,081
`
`FIG.20
`RETRIEVE MESSAGES FUNCTIONAL FLOW
`
`
`RETRIEVE
`MESSAGE
`
`
`
`
`
`
`
`
`INTRODUCE
`RETRIEVE
`MESSAGES
`
`
`
`OF)
`
`PLAYOUT
`MESSAGE BASKET
`STATUS
`
`
`EMPTY
`
`
`
`
`
` TO
`
`
`REVIEW
`INBASKET
`(FIG. 21)
`
`PROMPT
`
`
`INBASKET
`
`
`
`REVIEW
`OUTBASKET
`(FIG.23)
`
`TERMINATE
`RETRIEVE
`MESSAGES
`
`
`
`SELECT
`ACCOUNT/
`ACTIVITY OR
`
`
`TERMINATE CALL
`
`
`0023
`0023
`
`

`

`U.S. Patent Nov. 25, 1986
`
`Sheet 22 of27 4,625,081
`
` REVIEW
`
`INBAS KET
`
`
`
`
`MESSAGE
`
`AWAIT
`CLIENT
`
`PLAYOUT
`
`DELETE
`MESSAGE
`
`RETAIN
`MESSAGE
`
`PROMPT
`OUTBASKET
`FULL
`
`
`
` PROVIDE
`
`
`
`
`
`
`
` P—¢
`
`
`
`08)
`
`
`
` I REDIRECT
`
`(MESSAGE)
`
`(OF)
`
`
`
`
`
`INBASKET
`REVIEW
`COMPLETE
`
`TO REVIEW
`
`
`OUT BASKET
`
`
`REVIEW INBASKET FUNCTIONAL FLOW
`
`FIG.2|
`
`0024
`0024
`
`

`

`U.S. Patent Nov. 25, 1986
`
`Sheet 23 of27 4,625,081
`
`FIG.22
`REPLY FUNCTIONAL FLOW
`
`REPLY
`LOCATION
`
`AWAI
`INSTRUCTION
`
`FORM
`COPY
`
`
`
` A
`
`
`
` TO
`
`ACCEPT
`DELIVERY
`INSTRUCTION
`
`EDIT
`MESSAGE
`
`CONCATENATE -
`MESSAGE
`
`REPLY
`DISPOSITION
`
`REDIRECT
`
`ORIGINAL
`DISPOSITION
`
`
`
`0025
`0025
`
`

`

`U.S. Patent Nov. 25, 1986
`
`Sheet 24 of27 4,625,081
`
`
`REVIEW
`
`
`OUTBASKET
`
`MESSAGE
`
`QUTBASKET
` aeDELIaeSTATUS
` RETAIN
`MESSAGE AMEND
`(FIG.24)
`
`INSTRUCTIONS
`
`
`
`
`PROMPT
`OUTBASKET
`
`REVIEW
`COMPLETE
`
`
`REVIEW OUTBASKET FUNCTIONAL FLOW
`
`
`
`
`FIG 23 TO
`
`TERMINATE
`RETRIEVE
`MESSAGE
`
`
`
`
`
`
`0026
`0026
`
`

`

`U.S. Patent Nov. 25, 1986
`
`Sheet 25 of27 4,625,081
`
`
`AMEND
`MESSAGE
`
`
`
`
`
`PROMPT
`
`
`TYPE OF
`AMENDMENT
`
`F1IG.24
`AMEND MESSAGE FUNCTIONAL FLOW
`
`PROMPT
`
`OUTBASKET
`FULL
`
`EDIT
`
`OUTBASKET
`MESSAGES
`
`
`
`
` FORM
`
`
`OUTBASKET
`
`
`COPY
`MESSAGE CONCATENATE
`
`
`
`
`TO
`NEXT MESSAGE
`DECISION
`
`
`
`TO
`TO
`AMEND
`AWAIT
`DELIVERY
`OUTBASKET
`
`COMMAND
`INSTRUCTIONS
`
`
`
`
`0027
`0027
`
`

`

`U.S. Patent Nov. 25, 1986
`
`Sheet 26 of 27 4,625,081
`
`CHANGE
`ADMIN
`DATA
`
`PROMPT
`
`F
`INTIATE MB
`ESTABLISH FORWARDING CONDITION
`PROMPT
`tareWeT_PROMPT
`
`TERMINATE MB
`FORWARDING
`
`PROVIDE MB FORWARDING INSTRUCTIONS
`FWDG INST aS:1aPROMPT
`SERVICE NOT AVAILABLE
`
`
`
`MODIFY
`DIST LIST
`
`ae
`
`CALL FWDG
`
`NODFY CALL
`FWOG INST
`
`EDIT DISTRIBUTION LIST
`PROMPT
`SERVICE NOT AVAILABLE
`
`SERVICE NOT AVAILABLE
`
`ESTABLISH CALL FORWORDING CONDITION
`PROMPT
`SERVICE NOT AVAILABLE
`
`PROMPT
`SERVICE NOT AVAILABLE
`
`INVALID ENTRY RECEIVED
`
`FAG. 25 aomin FUNCTIONAL FLOW
`
`0028
`0028
`
`

`

`U.S. Patent Nov.25, 1986
`
`Sheet 27 of27 4,625,081
`
`OPERATOR
`DELIVERY
`
`PROMPT
`
`MESSAGE
`DELIVERY
`
`PLAYOUT
`MESSAGE
`
`
`
` TELEPHONE
`
`
`DELIVERY
`
`FIG. 26
`TELEPHONE DELIVERY FUNCTIONAL FLOW
`(08)
`
` ACQUIRE
`OPERATOR
`
`
`
`
`
`
`ACTIONS
`
`
`
`
`
` G
`RECORD/
` PROMPT
`EDIT
`CONTROLS
`
`°Fr
`
`DIT
` RESCHEOULEOR SCRUB
`
`
`MESSAGE
`
`
` TO! TERMINATE
`
`
`PROMPT
`
`OPERATOR
`REPLY
`
`REPLY
`
`ACTIONS
`INVITATION
`
`
`
`
`
`RECORD
`MESSAGE
`
`
`PROMPT
`
`
`
`
`DELIVERY
`CLOSURE
`
`
`CALL
`
`0029
`0029
`
`

`

`1
`
`4,625,081
`
`AUTOMATED TELEPHONE VOICE SERVICE
`SYSTEM
`
`2
`plurality of individually addressable message baskets
`therein and a control system providing a selective cou-
`pling betweenthestore and each ofa plurality of tele-
`phonelines of a telephone network. The control system
`BACKGROUND OF THE INVENTION
`is responsive to different data signals received over a
`1. Field of the Invention
`particular one of the telephone lines to associate the
`particular telephoneline with a particular message bas-
`This invention relates to an automated telephone
`ket, to store in the particular message basket a voice
`voice service system and more particularly to such a
`message received over the particular telephoneline, to
`system which provides automatic recording and editing
`forward a voice message stored in the particular mes-
`of voice messages as well as forwarding of recorded
`sage basket to at least one other of the individually
`voice messages to other accounts and telephone num-
`addressable message baskets, and to forward a voice
`bers with or without operator assistance.
`2. Discussion of the Prior Art
`message stored in the particular message basket to at
`least one telephone line.
`Voice responsive telephone service systems have
`traditionally meanteither a telephone answering service
`The service system is implemented with a highreli-
`or a forwarding service. Early telephone answering
`ability fail soft data processing system in which duplica-
`service systems connected individual secretarial lines to
`tion of processing system components enables a func-
`an operator plug board. Upon activation of one of 100
`tion of a failed componentto be transferred to another
`or morelines coming into an operator station an opera-
`componentto assure that no single failure disables the
`tor answered the call by making an appropriate plug
`entire system. The major processor subsystems include
`connection between the active line and an operator
`a real-time subsystem providing interactive coupling to
`headset. Uponidentification of an active line the opera-
`the analog telephonelines, an interactive services sub-
`tor could access a corresponding client file to obtain a
`system providing a coupling to input-output devices
`greeting for reading to the caller. The operator could
`such as terminals, tape drives, and printers, a file ser-
`then proceed to answer questions from information
`vices subsystem hosting a plurality of disk drives, an
`from the client file information or take a handwritten
`information processing subsystem providing a sophisti-
`message for storage in a client pidgeon hole until the
`cated general multiprocessor capability and an execu-
`client called in to retrieve his messages.
`tive services subsystem providing communication and
`Telephone answering systems have subsequently
`coordination between the other subsystems.
`been improved by providing the service operator with a
`Thereal time subsystem provides the signal generat-
`semi-automated terminal to which calls are automati-
`ing, signal detection and interface circuitry necessary
`cally directed. The line to be answered is automatically
`for connection to several different physical and func-
`identified and corresponding client data is presented to
`tional types of standard network telephone lines. The
`a visual display for use by the operator in answering the
`physically different types of lines include,
`two-wire
`call. Any received messages may be keyed into the
`lines, four-wire lines, pay telephonelines, operator lines
`system for storage in association with the client’s ac-
`and concentratorlines. The functionally different lines
`count until the client calls to retrieve his messages.
`include secretarial
`lines which are usually coupled
`While such a system affords considerable improve-
`through a concentrator and function as jumped exten-
`ment over the early plugboard answering systems, it
`sions of client telephone lines, and direct inward dial
`remainslimited to a basic telephone answering mode in
`lines having virtual connections between an incoming
`which limited client information may be presented to a
`line at a telephone switching office and a called tele-
`client and messages may be manually recorded forlater
`phone at a customer location (i.e. the telephone voice
`retrieval by the client.
`service system). Plural trunking connectionsto the ser-
`The forwarding services provide a somewhat differ-
`vice system concentrator and to the direct inward dial
`ent but still limited telephone service function. These
`services include store and forward services and call
`lines enable multiple calls to the same number to be
`processed simultaneously by the service system. Instead
`forwarding services. The store and forward services
`of a second or third caller to a given phone number
`enable a client to record a message and designate a
`receiving an irritating busy signal, the caller receives a
`number of persons or telephone numbers for delivery of
`prompt and efficient automatic response.
`the message. Delivery instructions can specify dates and
`At the service system particular lines may be inter-
`times for message delivery. The operator then proceeds
`nally assigned predetermined designated functions. For
`to call the indicated persons or numbers in accordance
`example, some of the lines may be designated direct
`with the delivery instructions and upon completing a
`incall lines with each being assigned a predetermined
`call, play the prerecorded message. Such a system per-
`association with a particular message basket. Suchaline
`mits recording of a message at one time for delivery at
`is controlled only in a telephone answering mode with
`anothertime, but still requires operator assistance.
`acaller being greeted by a client selected voice message
`Call forwarding on the other hand can be completely
`which may be in the client’s own voice and changed at
`automated, but merely forwards an incoming call to a
`will and then invited to leave a voice message in the
`previously designated telephone line. Such a system
`associated message basket upon the generation ofa tone
`cannotprocess thecall if either the originally called line
`signal. Callers familiar with the system may edit the
`or the forwarded line are busy and cannot process a
`voice message using Touch Tone commands, but no
`message at different times which are respectively con-
`venient to the calling and called parties.
`editing prompts are provided. There is thus no confu-
`sion of callers who are unfamiliar with the system and
`SUMMARY OF THE INVENTION
`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 incall
`
`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
`
`—0
`
`15
`
`60
`
`65
`
`0030
`0030
`
`

`

`4,625,081
`
`3
`lines except that the generalincall 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 whichselecta
`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
`generalrecall 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 secondfield ofa per-
`sonal
`identification code before account ownership
`activities are enabled. The second field is separated
`from thefirst 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,thefirst 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 outbasket which stores messages for for-
`warding to other inbaskets or telephone lines. Data
`storage space is conceived bystoring 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 messageis to be sent to other message baskets a
`codeis 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 outbasket message is simply accessed as the
`calls are initiated. This arrangementalso enables a client
`to retain ownership of a message so that a message can
`be changed or deleted until it has actually been deliv-
`ered.
`As a messageis delivered to anotherservice 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 withoutthe 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
`enablethe 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
`
`4
`predetermined set of voice message delivery instruc-
`tions, twodigits define a predetermineddistributionlist,
`three to nine digits define a message basket number and
`ten or more digits define a telephone numberincluding
`the area code even for a local number. A personal iden-
`tification number code must be preceded byan asterisk
`(*) and may have any reasonable number ofdigits
`within predetermined 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 areinitiated by keying
`*0 and communication with a voice message operator
`can be commanded by keying *20. In the event that a
`client calls the system from a dial telephone, the service
`system detects a telephone companysignal identifying a
`dial telephoneline as the sourceofthe call and automat-
`ically connects a service system operator to theline.
`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 THE DRAWINGS
`
`A better understanding of the invention may be had
`from a consideration ofthe following Detailed Descrip-
`tion taken in conjunction with the accompanying draw-
`ings in which:
`FIG.1 is a functional block diagram representation of
`an automated telephone voice service system in 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 ofa tele-
`phone room subsystem line group used in the telephone
`voice service system shown in FIG.2;
`FIG.4is 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 of a 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.7 is a block diagram representation ofan inter-
`active services subsystem used in the telephone voice
`service system shown in FIG.2;
`FIG.8 is a block diagram representation ofan inter-
`active services subsystem processor extension unit
`shown in FIG.7;
`FIG.9 is a block diagram representation of an infor-
`mation processing 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 ofthesoft-
`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 usercall;
`FIG. 13 is a flow diagram of telephone keyboard
`command operations.
`FIG. 14 is a voice messaging functional flow diagram
`for the service system shownin FIG. 1;
`
`60
`
`0031
`0031
`
`

`

`4,625,081
`
`15
`
`35
`
`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 5
`FIG. 14;
`FIG. 17 is an edit message functional flow diagram
`that is useful
`in understanding the diagram shown in
`FIG. 16;
`FIG.18 is a send messages functional flow diagram 10
`that is useful in understanding the diagram shown in
`FIG. 14;
`FIG.19 is an accept/edit delivery instructions func-
`tional flow diagram that is useful in understanding the
`di