United States Patent
`
`[19]
`
`[11] Patent Number:
`
`4,625,081
`
`
`
` Lotito et al. [45] Date of Patent: Nov. 25, 1986
`
`
`
`[54] AUTOMATED TELEPHONE VOICE
`SERVICE SYSTEM
`
`Resource Development, Inc., Report #145, pp. 45-56,
`Jan. 1980.
`
`[76]
`
`Inventors: Lawrence A. Loan, 6625 Springpark
`Ave” Los Angeles, Cam: 90056;
`Teresa D_ HufloI-d, 1322 panama
`Age” #1 Los Angeles, Calif; 90025;
`Ann L. Donaldson, 2321 W. 232nd
`SL, Toma, Caljfl 90501
`
`[55]
`
`“A Design Model for a Real-Time Voice Storage Sys-
`tern”, Hattori et al., IEEE Thins. on Communications
`vol. COM-30, No. 1, Jan. 1982, pp. 53—57.
`Barish, Bernard '1‘. and Slattery, Paul J., “BISCOM: Rx
`for Internal Communications”, Bell Laboratories Re-
`_ cord, V01. 42, NO. 6, pp. 175—130 (Jun. 1974).
`Watson, Jr., R. E. and S. B. Weinberg, “Telephone
`Answering Services," Bell Laboratories Recent, 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—Nachrichren vol. 70, pp. 13—16(1970).
`Probe Research, Inc... “ECS Telecommunications, Inc.,
`” Proceedings of Voice Processing Seminan Sep. 15, 1932.
`Probe Research, Inc., “Voice Message Service," Pro-
`readings of Voice Seminar. Sep. 15, 1932.
`f
`Probe Research,
`c., “
`gic Labs, Inc.” Pmcee ings o
`' Voice Processing Seminan Sep. 15, 1932.
`List Continued on next page.
`
`Primary Examiner—Thomas W. Brown
`
`_
`[21] APpl' No" “5'651
`[22] Filed‘
`N0“ 30’ 1932
`[51]
`Int. Cl:1
`HMM 3/38; HIM-M 3/50
`[52] US. Cl.
`379/83; 319/ 196;
`379/211
`179/18 13, 18 I), 13 DA,
`[53] Field of Search
`179/5 P, 6-02, 6-17. 6-13. 5.09. 6.11: 350/32, 12;
`364/5135. 513; 381/36, 51; 370/50. 61, 62
`References Citefl
`“'3 PATENT DOCUMENTS
`Re. 30,903 4/1982 Vicari et al.
`..
`.. 179/27 FH
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`179/27 PH
`2.363.950 12/1953 Dunning et at.
`179/27 FH
`2,392,033 6/1959 Gatzert
`.. 179/27 FH
`2385321
`5/1961 Game“ "
`179/27 EH
`i’fifi'g?
`R’z'
`31146310 8/1964 Jeffries a";
`3.191555 1/1955 Sanders at a].
`3,273,260 9/ 1966
`3,296, 311
`11196?
`.
`3,510,598 5/1 970
`3,519,745 7/1970 Colman ....... ..
`g’ggg'fig
`gnu
`3’920'903 "/1975 {(15:35“““
`{nine 9/1913 Lesea I:.....
`4,200,772 4/1980 Vicar-i et al.
`4,210,783
`'i/1980 Vicari et al.
`4,256,928 3/ 1981 Lesea et a].
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`4,311,152 2/1983 Matthews et a].
`OTHER PUBLICATIONS
`
`
`
`
`
`..
`..
`
`......
`
`ABSTRACT
`[57]
`An automated telephone voice service system includes
`a data store having a plurality of addressable voice
`5mg” mm baskets 9951‘“ “main and a “9901
`I: 179mb?
`system coupled between the store and a large plurality
`I 179/13 35
`of telephone lines of a telephone network. An incoming
`1634/30?
`cable may address a particular message basket by enter-
`331/51
`ing a code through the telephone keyboard or by a
`. 79/13 BE
`predetermined association with a particular call in line.
`------ “9/5 1’
`----“ Upon identification of the message basket the caller is
`""mfl CA
`greeted by a client’s own voice and invited to leave a
`..'179/18 BE
`“Oi” memg'i Which Will '39 mm“! in ‘he message
`179/27 pH
`basket or given other client information. Upon entry of
`179/13 PC
`a personal identification code a caller is granted access
`119/18 BE
`to user account functions which include retrieval of
`-------- -- 354/900
`voice messages, forwarding of messages to other mes-
`- “9’27 “‘1
`sage baskets or telephone lines, and administrative func-
`179/6‘04
`tions such as the changing of greetings or account open-
`179/11 TP I
`afing criteria. Editing co
`d3 may be utilized during
`the recording of voice messages.
`
`"Store & Forward Voice Switching", International
`
`'
`
`74 Claims. 17 Drawing mm
`
`In
`
`
`
`
`
`wasmore:filmy“mt:mu-‘
`
`
`mumsMSGLB
`
`
`0001
`0001
`
`Facebook Ex. 1016 Part 1
`Facebook Ex. 1016 Part 1
`U.S. Pat. 8,243,723
`US. Pat. 8,243,723
`
`

`

`
`
`Page 2
`_fl______—__—_,_____.——————
`
`4,625,081
`
`Delphi Pascal Programmers Manual (May 22, 1981).
`
`“ECS Unveils LOGO—User Digital Message Ex-
`change," Communications
`Matthews, G. 1-1., “The Pitfalls of Small Telecommuni—
`cations Trunk Groups,” ECS Telecommunith Inc,
`(1981).
`"New Product, Voice Message Systems," Business
`Communications Review pp. 37—40 (Jam—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,"
`Eiectronic Mai! it Message Systems. vol. 5, No. 12 (Jun.
`15, 1931).
`“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 Infinnauon 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, 1931).
`Delphi Delta 1 Voiceka Marketing Literature.
`Delphi Delta 1 Specification.
`Delphi Delta 1 Standard Processor Module (SPM—l)
`Specification (Mar. 13, 1978).
`
`OTHER PUBLICATIONS
`Probe Research, Inc. “BBL Industries. I.nc.," 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, 1932.
`Probe Research, Inc, “ConJmterm, Inc," Proceedings
`of Voice Remains! Seminar, Sep. 16, 1982.
`Probe Research, Inc., “American Express Company,”
`Proceedings of Voice Processing Seminar. Sep. 16. 1982.
`Probe Research, Inc. “Equitable Life Assurance," Pm-
`ceea'ings of Voice Processing Seminar, Sep. 16, 1982.
`Probe Research, Inc, "Massachusetts General Hospi-
`tal,” Proceedings of Voice Processing Seminar. Sep. 16,
`1932.
`Seaman, John, “Electronic Mail Coming at You,” Com-
`puter Decisions. pp. 129—160(Oct 1982).
`“Voice Mail Update," Electronic Mail 8: Mes.ng Sys~
`iems, 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, 1931).
`ECS Telecommunications, Inc. Marketing Literature
`for their UMX System (Ian. 7', 1982).
`11V;ng from C. W. Murphy to Jack Atkin Dated Jan. 30,
`1.
`
`0002
`0002
`
`

`

`U. S. Patent Nov.25, 1986
`
`Sheet] of27
`
`4,625,081
`
`I08
`
`TELEPHONE NETWORK
`
`DIRECT
`GENERI‘AL
`GENERAL
`DIRECT
`GENERAL
`
`
`ANY
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`IDEAL].
`INCALL
`ACCESS
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`NUMBER
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`LISTEN TO MESSflGES
`
`C HANGE ACCOUNT
`ACTIVITY
`
`132 SENDING
`
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`
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`
`ADMINISTRATION
`FUNCTIONS
`
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`
`0003
`0003
`
`

`

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

`

`U.S. Patent Nov. 25, 1986
`
`Sheet 3 on7
`
`4,625,081
`
`2.043 Mbps
`SYNCHRONOUS
`LINK TO ETS
`
`2.04s Mb 5
`us
`SYNCHRO
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`
`30 V.CH.
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`
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`
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`
`

`

`
`
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`
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`

`

`U. S. Patent Nov. 25, 1986
`
`811th on7
`
`4,625,081
`
`RAM
`PROGRAM MEMORY
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`
`0007
`0007
`
`

`

`U. S. Patent Nov. 25, 1986
`
`Sheet 6 on7
`
`4,625,081
`
`F — — _ " “ _ _ _ “‘ ‘I
`
`602
`
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`

`

`U.S. Patent Nov. 25, 1986
`
`Sheet 7 0127
`
`4,625,081
`
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`

`

`US. Patent Nov. 25, 1986
`
`Sheet8 on7
`
`4,625,081
`
`802
`
`MICROPROGRAMMED
`INTERACTIVE BUS
`CONT ROLLER
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`
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`
`

`

`US. Patent NOV.25,1986
`
`Sheet 9 of27
`
`4,625,081
`
`(EXECUTIVE SERVICES SUBSYSTEM 904
`
`INFORMATION PROCESSING SUBSYSTEM 906
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`
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`

`

`U. S. Patént Nov. 25, 1986
`
`Sheet 10 on7 4,625,081
`
`l006
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`
`U. S. Patent Nov. 25, 1986
`
`Sheet 13 of27 4,625,081
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`.U.S. Patent Nov. 25, 1986
`
`Sheet 14 of27 4,625,081
`
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`

`

`US. Patent Nov. 25, 1986
`
`Sheet 15 on7 4,625,081
`
`
`
`OBTAIN
`CIILL
`INFORMATION
`
`
`
`
`
`CHANGE
`FUNCTION
`
`
`
`
`
`
`
`
`
`
`SELECT
`ACCOUNT/
`ACTIVITY
`
`{FIG . I5 I
`
`
`
`FIG.I4
`V-MSG FUNCTIONAL FLOW
`
`
`SEND
`MESSAGES
`(FIG.I8)
`
`RETRIEVE
`MESSAGES
`(FIG. 20)
`
`CHANGE
`ADMIN
`IFIG.25I
`
`MESSAGE
`
`DELIVERY
`IFIG.26]
`
`
`
`
`TERMINATE
`CALL
`
`0017
`0017
`
`

`

`U. S. Patent Nov.25,1986
`
`Sheet 16 of27 4,625,081
`
` SELECT
`ACCOUN T/
`ACTIVITY
`
`
`
` REQUEST
`DIRECT
`OPERATOR
`LINE
`
`
`
`03mm
`CLIENT
`INFORMATION
`
`
`
`
`
`
`
`
`
`
`ANALYZE
`
`COMMAND
`
`PROMPT
`INITIAL
`CLIENT
`
`
`
`
`®
`
`
`
`REQUEST
`MESSAGEBASKET
`
`
`REQUEST
`PIN
`
`INVALID
`
`
`
`INVA ID
`MESSAGEBASKET
`
`VALIDITY
`CHECK
`ENTRY
`
`
`
`
`
`
`
` OBTAIN
`CLIENT
`INFORMATION
`
`
`SERVICE NOT
`AVAILABLE
`
`OPERATER
`ASSISTANCE
`
`fiNSWER
`
`CALL
`
`
`
`
`
`
`
`RETRIEVE
`CHANGE
`MESSAGES
`Aofillnhl
`
`SEND
`MESSAGES
`
`'
`
`,
`
`.
`
`SELECT ACTIVITY FUNCTIONAL FLOW
`
`FIG. IS
`
`0018
`0018
`
`

`

`US. Patent Nov.25,1986
`
`Sheet 17 of27 4,625,081
`
`ANSWER CALL FUNCTIONAL FLOW
`
`FLAYOUT
`
`SALUTAT IO N
`
`
`
`
`
`
`PROMPT
`PRO MPT
`RECORD/EDIT
`RECORD
`IN VITATION
`lNVITATION
`
`
`
`
` RECORD
`
`MESSAGE
`
` COMPL IME NTARY
`
`CLOSE
`
`PROMPT
`
`DISCONNECT
`WARNING
`
`T0
`TO
`
`TERMINATE
`OPERATOR
`
`.. CALL
`ASSISTANCE
`
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`TO
`SEL ECT
`ACCOUNT!
`ACTIVITY
`
`
`
`
`
`
`
`
`
`
`
`
`
`0019
`0019
`
`

`

`US. Patent Nov. 25, 1986
`
`Sheet 13 on7 4,625,081
`
`CHANGE HELP
`ABNORMAL REG.
`OPERATOR
`
`STOP
`RECORD/
`PLAYBACK
`
`MARK
`SEGMENT
`
`
`END
`
`EDIT MESSAGE FUNCTIONnL FLOW
`EEPT
`ACTWITY
`
`FIG. I7
`
`' BEGINNING I
`‘ MARK -
`
`SEGMENT
`
`OVERSIZE
`
`0020
`0020
`
`

`

`US. Patent Now-25,1986
`
`Sheet 19 on7 4,625,081
`
` SEND
`MESSAGES
`
`PROMPT
`
`
`
`SEND
`MESSAGES
`INTRODUCTION
`
`EDIT
`MESSAGE
`
`
`
`DELNERY-
`INSTRUCTIONS
`INVITATION
`
`
`ACCEPT
`DELIVERY
`INSTRUCTIONS
`{FIGJ‘B}
`
`
`
`
`
`
`PLACE
`MESSAGE lN
`OUTBASKET
`
`
`
`
`
`
`
`
`
`
`
`
`COMMAND
`
`OUTBfiSKET
`
`as
`
`
`
`FIG.I8
`SEND MESSAGES FUNCTIONAL FLOW
`
`N
`
`MESSAGES
`
`0021
`0021
`
`

`

`US. Patent Nov. 25, 1986
`
`Sheet 20 of27 4,625,081
`
`ACCEPT
`DELIVERY
`INSTRUCTIONS
`
`
`
`
`
`
`FIG. I9
`
`ACCEPT/EDIT DELIVERY INSTRUCTION FUNCTIONAL FLOW
`
`
`
`ECHOBACK
`
`DELIVERY
`
`INSTRUCTION
`
`
`
`
`
`VALIDITY
`DATA Q CHECK @
`CELI‘IQI
`
`INVALID
`DELIVERY
`INSTRUCTION
`
`DELIV E RY
`CODE
`
`PROMPT
`
`PLAYOUT NEXT
`(DELIVERY
`INSTRUCTION]
`
`
`
`
`DELIVERY
`INSTRUCTION
`
`CAPACITY
`
`
`ALL DEL IVE RY
`
`INSTRUCTIONS
`
`PLAYED
`
`
`DELETE
`
`[JUST PLAYED)
`DELIVERY
`
`INSTRUCTION
`
`
`
`
`SAVE
`
`PREVIOUS
`IDELIVE RY
`
`
`INSTRUCTION I
`
`
`
`
`
`
`
`NONE PLAYED
`
`SAVE
`
`PREVIOUS
`
`(DEUVERY
`
`
`INSTRUCTIONI
`
`
`
`0022
`0022
`
`LISTEN
`
`CLEAR
`
`SAVE
`
`

`

`US. Patent Nov. 25, 1986
`
`Sheet21 of27 4,625,081
`
` RETRiEVE
`MESSAGE
`
`FIGZO
`RETRIEVE MESSAGES FUNCTIONAL FLOW
`
`PROMPT
`
`INTRODUCE
`RETRIEVE
`MESSAGES
`
`PLAYOUT
`
`MESSAGE BASK ET
`STATUS
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`PROMPT
`
`INBASKET
`EMPTY
`
`
`
`REVIEW
`INBASKET
`
`{ FfG . 2| }
`
`
`
`PROMPT
`OUTBASKE T
`EM PTY
`
`
`
`
`
`REVIEW
`OUTBASKET
`( FIG . 23)
`
`TERMTNATE
`
`RETRIEVE
`MESSAGES
`
`
`
`
`0023
`0023
`
`
`
`T0
`SE L ECT
`ACCOU NT/
`ACTIVIT Y OR
`TERMINATE CALL
`
`
`
`
`
`

`

`U. S. Patent Nov. 25, 1986
`
`Sheet 22 of27 4,625,081
`
` REVIEW
`
`INBAS KE T
`
`PROV IDE
`MESSAGE
`STATUS
`
`
`
`PROMPT
`
`OUTBASKET
`FULL
`
`
`
`RETAIN
`MESSAGE
`
`DELETE
`MESSAGE
`
`
`
`
`
`
`
`REPLY
`{TO MESSAGE}
`FIG. 22
`
`{MESSAGE}
`
`
`I REDIRECT
`
`
`
`®
`
`INBASKET
`REVIEW
`COMPL ETE
`
`TO REVIEW
`
`OUTBASKET
`
`REVIEW INBASKET FUNCTIONAL FLOW
`
`FIG.2|
`
`0024
`0024
`
`
`
`
`
`PLAYOUT
`MESSAGE
`
`CHAO
`-
`
`AWAIT
`CLIENT
`COMMAND
`
`
`
`
`

`

`U. S. Patent Nov. 25, 1986
`
`Sheet 23 on7 4,625,081
`
`REPLY
`
`PROMPT
`
`REPLY
`LOCIITION
`
`0 - 6
`
`FORM
`COPY
`
`EDI T
`MESSAGE
`
`FIG.22
`REPLY FUNCTIONAL FLOW
`
`AWAIT
`INSTRUCTION
`
`
`
`9- ® - - A
`
`CONCATENATE '
`MESSAGE
`
`REPLY
`DISPOSITION
`
`CCEPT
`DELIVERY
`
`INSTRUCTION
`
`T0
`REDIRECT
`
`ORIGINAL
`DISPOSITION
`
`0025
`0025
`
`

`

`US. Patent Nov.25,1986
`
`Sheet 24 on7 4,625,081
`
` REVIEW
`
`OUTBASKET
`
`PLAYOUT
`MESSAGE
`
`
`WAIT
`OUTBASKET
`
`COMMAND
`
`
`
`
`CHAD
`
`
`
` RETAIN
`OUTBASKET
`MESSAGE
`
`
`DELETE
`MESSAGE
`
`
`
`PROVIDE
`DELIVERY
`STATUS
`
`l®
`
`
`
`
`
`
`
`
`
`
` DELIVERY
`INSTRUCTIONS
`
`
` PROMPT
`
`OUTBASKET
`REVIEW
`
`REVIEW OUTBASKET FUNCTIONAL FLOW
`COMPLETE
`
`
`
`
`
` TO
`TERMINATE
`
`RETRIEVE
`MESSAGE
`
`
`
`
`0026
`0026
`
`FIG 23
`
`

`

`US. Patent Nov. 25, 1986
`
`Sheet 25 of27 4,625,081
`
`FIG.24
`AMEND MESSAGE FUNCTWNALFLOW
`
`AMEND
`MESSAGE
`
`
`
`
`
`TYPE OF
`
`
`
`
`
`FORM
`OUTBASKET
`COPY
`
`AMENDMENT
`
`
`
`
`MESSAGE CONCATENATE
`
`
`
`OUTBASKET
`FULL
`
`EDIT
`
`
`OUTBASKET
`MESSAGES
`
`
`
`T0
`AWAIT
`OUTBASKET
`COMMAND
`
`
`
`
`
`T0
`AMEND
`DELIVERY
`1NSTRUCTIONS
`
`T0
`NEXT MEssnGE
`DECSSION
`
`
`
`
`
`0027
`0027
`
`

`

`US. Patent Nov. 25, 1986
`
`Sheet 26 on7 4,625,081
`
`CHANGE
`ADMIN
`DATA
`
`:NITIATE MB
`FORWAROING
`
`MODIFY MB
`FWDG INST
`
`C NDITI N
`A8 I H F WAR
`DING O
`0
`EST LS
`0R
`PROMPT
`SERVICE MIT AVAILABLE
`
`PROVIDE MB FORWARDING INSTRUCTIONS
`
`PROMPT
`SERVICE NOT AVAILABLE
`
`EDIT DISTRIBUTION LIST
`PROMPT
`SERVICE NOT AVAILABLE
`
`EDIT DEL’ Y com-:5
`PROMPT
`SERVICE NOT AVAILABLE
`
`-
`
`PROVIDE CALI. FWDG INST
`PROMPT
`SERVICE NOT AVAILABLE
`
`INVALID ENTRY RECEIVED
`
`
`
`
`ESTABLISH CALL FORWORDIBKS CONDITION
`PROMPT
`SERVICE NOT AVAILABLE
`
`25ADMIN FUNCTIONAL FLOW
`
`0028
`0028
`
`

`

`U.S. Patent Nov.25,1986
`
`Sheet 27 of27 4,625,081
`
`TELEPHONE
`DELIVERY
`
`
`
`TELEPHONE DELIVERY FUNCTIONAL FLOW
`
`FIG. 26
`
`OPERATOR
`DELIVERY
`ACTIONS
`
`®
`
`
`
` ACQUIRE
`OPERATOR
`
`MESSAGE
`DELIVERY
`
`
`
`
`
`
`
`
`
`
` PROMPT
`RECORD
`
`MESSAGE
`RECORD!
`
`EDIT
`CONTROL'S
`
`
`
`PLAYOUT
`MESSAGE
`
`
`
`OPERATOR
`REPLY
`ACTIONS
`
`
`
`
`
`EDIT
`MESSAGE
`
`
`RESCHEDULE
`OR SCRUB
`
`"
`
`
`
`PROMPT
`
`REPLY
`INVITATION
`
`PROMPT
`
`DELIVERY
`CLOSURE
`
`TO I TERMINATE
`CALL
`
`0029
`0029
`
`

`

`
`
`1
`
`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 subsequently
`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 systems. 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 forward services and call
`forwarding services. The store and forward services
`enable a client to record a message and dignate 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 instructions 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 if either 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
`
`S
`
`10
`
`15
`
`20
`
`25
`
`30
`
`35
`
`45
`
`50
`
`55
`
`65
`
`0030
`0030
`
`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 of a 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 has-
`ltet, to store in the particular message basket a 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
`entire system. The major processor subsystems include
`a real-time subsystem previding 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 diffeth 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 eaten-
`sions of client telephone lines, and direct inward dial
`lines having virtual connections between an incoming
`line at a telephone switching office and it called tele-
`phone at a customer location (i.e. 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 the service system. Instead
`of a second or third caller to a giv 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 designated direct
`incall lines with each being assigned a predetermined
`association with a particular message 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 of a 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 incall
`
`

`

`
`
`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 incalI 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 has-
`ket. Added security may be implemented for a direct
`recall line by requiring entry ofa 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 identif-
`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 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 outbasltet 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 arrangement also enables a client
`to retain ownership of a message so that a message can
`be changed or deleted until it has actually been deliv-
`cred.
`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
`
`IS
`
`20
`
`25
`
`30
`
`35
`
`45
`
`50
`
`SS
`
`65
`
`0031
`0031
`
`4,625,081
`
`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 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 are initiated by keying
`’0 and communication with a voice message operator
`can he commanded by keying ‘20. In the event that a
`client calls the system from a dial 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 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 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 of a standard
`processor module used in the voice service system
`shown in FIG. 1;
`FIG. 6 is a block diagram representation of a real time
`executive used in the real time subsyst shown in FIG.
`4;
`
`FIG. 7 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 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 of the soft-
`ware architecture for the real time subsystem shown in
`FIG. 4;
`FIG. 12A in conjunction with FIG. 123 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;
`
`
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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 is 3 send messages functional flow diagram
`that is useful in understanding the diagram