`
`Lotito et a1.
`
`1191
`
`[1 1}
`
`{45]
`
`Patent Number:
`
`4,625,081
`
`Date of Patent:
`
`Nov. 25, 1986
`
`[54] AUTOMATED TELEPHONE VOICE
`SERVICE SYSTEM
`
`175]
`
`[21]
`[22]
`[5 1]
`[521
`
`I53]
`
`I56]
`
`Inventors:
`
`Insurance A. Intito, 6625 Springpark
`Ave, Los Angeles, Calif. 90056;
`Teresa D. Huxford, 1822 Pandora
`Ave., #3, Los Angeles, Calif. 90025;
`Ann L. Donaldson, 2321 W. 232nd
`SL, Torrance, Calif. 90501
`Appl. No.: 445,651
`Filed:
`N07. 30, 1982
`Int. Cl.‘ ...................... .. HMM 3/38; HIM-M 3/50
`US. Cl.
`379/38; 379/196;
`379/211
`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;
`364/5115, 513; 331/36, 51; 370/60, 61, 62
`References Cited
`
`U.S. PATENT DOCUMENTS
`
`Resource Development, Inc, Report #145, pp. 45-56,
`Jan. 1980.
`“A Design Model for a Real—Time Voice Storage Sys-
`tem”, Hattori et 111., IEEE Trans. on Communications,
`vol. COM—30, No. 1, Jan. 1982, pp. 53—57.
`Barish, Bernard T. and Slattery, Paul J., "BISOOM: 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. 1955).
`Liske, W., “Remote Controlled Switching of the Tele-
`phone Message Service of the Deutsche Bundespost,"
`TN—Nachrichtea 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, I982.
`Probe Research, Inc., “Logic Labs, lnc.” Proceedings of
`' Voice Processing Semioon Sep. 15, 1932.
`List Continued on next page.
`
`Primary Examiner-"Thomas W. Brown
`
`[57]
`
`ABSTRACT
`
`An 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
`predetermined 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 giv 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.
`
`740111111327 DrawingFigures
`
`42:
`
`MID"!
`
`umflflfl
`
`WW
`
`"I
`
` United States Patent
`
`..
`
`Re. 30,903 4/1932 Vicari et al.
`1,922,879 8/1933 Burgener
`2,685,614
`8/1954 Curtin ........
`2.353.950 12/1953 Dunning e:
`2,392,038 6/1959 Gatzert
`2,935,721
`5/1951 omen
`2,993,439 3/1951 Rios:
`3,141,931
`7/1954 Zaroum
`3,145,310
`3/1954 131711335151
`3,197,555 7/1955 555115755151
`3,273,250 9/1955 Walker
`3,295,371
`1/1957 Fox .......
`3,510,593
`5/1970 Ballin etal
`3,519,745
`7/1970 Colman .
`3.723.435 4/1973 Knus.
`3,733,440
`5/1973 Sipes ......
`3,920,903 11/1975 Kraus ..
`4,117,270 9/1973 Lassa
`4,200,772 4/1930 Vicar-i etal
`4,210,733 7/1930 Vicari 5:51
`4,255,923
`3/1931 Leseaetal
`4,272,310 5/1931 Gates 5151
`4,302,532 11/1931 Vican' 5:51
`4,320.255
`3/1932 Freeman
`4,371.752
`2/1933 Maubewsetal
`
`
`
`.. 179/27 PH
`179/27 Fl-l
`.. 119/21 PH
`179/27 Fl-l
`.. 179/27FH
`179/27511
`179/5.02
`179/5.11
`179/507
`.179/13135
`...... 434/307
`. ...... 331/51
`. 179/13 BB
`..179/sr
`179/211
`179/1313
`179/2 CA
`..179/131313
`179/27 FH
`179/1317c
`179/131313
`........ .. 354/900
`. 179/27 FH
`179/5.04
`179/7.1TP
`
`OTHER PUBLICATIONS
`
`“Store & Forward Voice Switching”, International
`
`
` __-_.t'i.-_.-
`
`um:IISIEI'HIM
`
`LISTEN7014mm
`__vm 09‘3"“COHMLII
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`
`
`
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`
`0001
`0001
`
` Facebook Ex. 1020
`Facebook EX. 1020
`U.S. Pat. 7,535,890
`US. Pat. 7,535,890
`
`

`

`
`
`4,625,081
`
`Page2
`
`OTHER 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, 1nc.," Proceedings of Voice Processing Seminar,
`Sep. 16, 1982.
`Probe Research, Inc, “Conimterm, 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 8: Message .S‘ysb
`terns, vol. 4, No. 20(Oct. 15, 1980).
`Hanson, Bruco 1..., R. J. Neoon 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).
`1:331:10 from C. W. Murphy to Jack Atlo'n Dated Jan. 30,
`
`“ECS Unveils LOUD—User Digital Message Ex-
`change," Communications.
`Matthews, G. H.. “The Pitfalls of Small Telecommuni-
`cations Trunk Groups,” ECS Telecommunications Inc.
`(1931).
`"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).
`“SpeechfiIe—[BM’S Secret Message System Weapon,"
`Electronic Moi! &. 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.
`"Atlanta Firm Enters Voice-Message
`Dukes, A.,
`Arena," Management information System Week.
`1.). 6
`(Nov. 18, 1981).
`"New Local Net, Voice Store and Forward from
`Wang,” Computer Deco-ions (Aug. 1981).
`Delphi Delta 1 Telephone Operator’s Training Manual
`(Apr. 1, 1931).
`Delphi Delta 1 Voicebanlc 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—l)
`Specification (Mar. 13, 1978).
`Delphi Pascal Programmers Manual (May 22, 1981).
`
`0002
`0002
`
`
`
`

`

`US. Patent Nov.25,1986
`
`Sheet] on7
`
`4,625,081
`
`TELEPHONE NETWORK
`
`I03
`
`
`
`
`
` DIRECT GENERAL
`
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`INCALL
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`
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`
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`
`0003
`0003
`
`

`

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

`

`U.S. Patent Nov.25,1986
`
`Sheet 3 on7
`
`4,625,081
`
`2.043 Mbps
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`LINK TO ETS
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`

`U. S. Patent Nov. 25, 1986
`
`811th on7
`
`4,625,081
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`
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`

`

`U. S. Patent Nov.25, 1986
`
`Sheet 6 on7
`
`4,625,081
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`

`US. Patent Nov.25, 1986
`
`Sheet”! of27
`
`4,625,081
`
`.
`
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`

`

`US. Patent Nov. 25, 1986
`
`Sheet8 on7
`
`4,625,081
`
`802
`
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`

`

`US. Patent Nov.25,1986
`
`Sheet9 om 4,625,081
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`

`U. S. Patént Nov. 25, 1986
`
`Sheet 10 on7 4,625,081
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`
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`Sheet 11 of 27 4,625,081
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`
`U.S. Pateflt
`
`Nov. 25, 1986
`
`Sheet 12 of27 4,625,081
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`US. Patent Nov. 25, I986
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`

`US. Patent Nov. 25, 1986
`
`Sheet 14 of27 4,625,081
`
`
`
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`

`

`U. S. Patent Nov. 25, 1986
`
`Sheet 15 on7 4,625,081
`
`
`
`OBTAIN
`CALL
`INFORMATION
`
`
`
`
`
`CHANGE
`FUNCTION
`
`
`
`
`
`SELecT
`ACCOUNT/
`ACTIVITY
`
`(FIGJSI
`
`FIG. I4
`V-MSG FUNCTIONAL FLOW
`
`
`
`
`
`
`
`
`ANSWER
`CALL
`{FIG . I6) _
`
`SEND
`CHANGE
`RETRIEVE
`
`ADMIN
`MESSAGES
`MESSAGES
`(Flt-3.18]
`(FIG. 20)
`(Fleas)
`
`
`
`
`
`
`
`TERMINATE
`CALL
`
`
`
`MESSAGE
`
`DELIVERY
`(F1626)
`
`0017
`0017
`
`

`

`U. S. Patent Nov.25, 1986
`
`Sheet 16 om 4,625,081
`
`SELECT
`ACCOUNT/
`ACTIVITY
`
`REQUEST
`OPERIITOR
`
`DIRECT
`LINE
`
`INITIAL
`CLIENT
`
`OBTAIN
`CLIENT
`INFORMATION
`
`ANALYZE
`COMMAND
`
`GB
`
`PROMPT
`REQUEST
`Pl N
`
`VALIDITY
`CHECK
`ENTRY
`
`PROMPT
`INVALID
`MESSAGEBASKET
`
`PROMPT
`REQUEST
`MESSA GEBASKET
`
`
`
`
`OBTAIN
`CLIENT
`INFORIIMTION
`
`PROMPT
`SERVICE NOT
`AVAILABLE
`
`SEND
`MESSAGES
`
`RETRIEVE
`MESSAGES
`
`CHANGE
`
`OPERATER
`ASSISTANCE
`
`IANSWER
`COLL
`
`SELECT ACTIVITY FUNCTIONAL FLOW
`
`FIG. I5
`
`0018
`0018
`
`

`

`
`
`Sheet 17 of 27 4,625,081
`
`FIG.I6
`
`ANSWER CALL FUNCTIONAL FLOW
`
`PLAYOUT
`SALUTAT ION
`
`RECORD
`INVITATION
`
`PROMPT
`
`RECORD/EDIT
`INVITATION
`
`
`
`
`
`PROMPT
`
`TIPUE
`EXCEEDED
`
`
`
`PROMPT
`
`PROMPT
`
`COMPLIMENTARY
`CLOSE
`
`DISCONNECT
`
`WARNING
`
` US. Patent Nov.25, 1986
`
`
`
`
`
`TO
`TERMINATE
`.. CALL
`
` T0
`OPERATOR
`flSS ISTANCE
`
`
`
`
`TO
`SEL ECT
`ACCOUNT/
`
`ACTIVITY
`
`
`
`0019
`0019
`
`
`
`

`

`US. Patent Nov. 25, 1986
`
`Sheet 18 on7 4,625,081
`
`6
`
`ENTER
`COMMAND
`
` CHANGE HELP
`ABNORMAL REO.
`OPERATOR
`
`6
`
`
`
`
`
`
`STO P
`RECORO/
`PLAYBACK
`
`PnUSE
`
`
`] SEGMENT I
`
`
`
`@
`
`
`
`TALK
`
`EDIT MESSAGE FUNCTIONAL FLOW
`
`FIG. [7
`
`0020
`0020
`
`END
`EOIT
`hCT! VITY
`
`
`
`
`
`
`
`
`®
`
`
`
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`MARK
`SEGMENT
`BEGINNING
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`SMQRKNT
`
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`END
`PROMPT
`OVERSIZE
`MESSAGE
`
`
`
`POSITION
`_ PLAYBflCK
`
`BACKUP
`“STE”
`FORWARD
`
`
`
`CLEAR
`
`

`

`US. Patent Now-25,1986
`
`Sheet 19 on7 4,625,081
`
` SEND
`MESSAGES
`
`PROMPT
`
`
`
`SEND
`MESSAGES
`INTRODUCTION
`
`EDIT
`MESSAGE
`
`
`
`DELIVERY-
`INSTRUCTIONS
`INVITATION
`
`
`ACCEPT
`DELIVERY
`INSTRUCTIONS
`{FISJSI
`
`
`
`
`
`
`PLACE
`MESSAGE IN
`OUTBASKET
`
`
`
`
`
`
`
`
`
`
`
`
`COMMAND
`
`OUTBfiSKET
`
`63
`
`
`
`FIG.I8
`SEND MESSAGES FUNCTIONAL FLOW
`
`N
`
`MESSAGES
`
`0021
`0021
`
`

`

`
`
`U.S. Patent Nov. 25, 1986
`
`Sheet 20 of27 4,625,081
`
`CCEPT
`DELIVERY
`INSTRUCTIONS
`
`FIG. l9
`ACCEPT] EDIT DELIVERY INSTRUCTION FUNCTIONIIL FLOW
`
`DELIVERY
`INSTRUCTION
`
`INVALID
`DELIVERY
`INSTRUCTION
`
`DELIVERY
`CODE
`
`SAVE
`PREVIOUS
`(DELIVERY
`INSTRUCTION]
`
`DELIVERY
`INSTRUCTION
`CAPACITY
`
` EC HOBACK
`
`VALIDITY
`CHECKT ®
`CEIEEY
`
`PLAYOUT NEXT
`( DELIVERY
`INSTRUCTION)
`
`PROMPT
`
`ALL DELIVERY
`INSTRUCTIONS
`PLAYED
`
`DELETE
`(JUST PLAYED]
`DELIVERY
`INSTRUCTION
`
`NONE PL AYE D
`
`SAVE
`PREVIOUS
`{DELIVERY
`INSTRUCTION]
`
`0022
`0022
`
`
`
`

`

`US. Patent Nov. 25, 1986
`
`Sheet 21 on7 4,625,081
`
`FIGZO
`RETRIEVE MESSAGES FUNCTIONAL FLOW
`
` RETRIEVE
`MESSAGE
`
`
`
`PROMPT
`
`l NTRODUCE
`RETR IEVE
`ME 8 SAGES
`
`
`
`PLAYOUT
`MESSAGE BASK ET
`STATUS
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`INBASKET
`EMPT Y
`
`REVIEW
`INBASKET
`{ F16 . 2| }
`
`
`
`PROMPT
`OUTBASKE T
`EM PTY
`
`
`
`
`
`REVIEW
`OUTBASKET
`{FLG.23)
`
`TERMINATE
`RETRI EVE
`MESSAGES
`
`
`
`T0
`SE LECT
`ACCOUNT!
`ACTIVIT Y 0 R
`TERMINATE CALL
`
`0023
`0023
`
`
`
`
`
`
`
`
`
`
`
`

`

`U. S. Patent Nov. 25, 1986
`
`Sheet 22 on7 4,625,081
`
`REViEW
`INBQSKET
`
`
`
`
`
`#9
`FULL
`
`PROMPT
`
`OUTBASKET
`
`
`
`
`DEL ETE
`MESSAGE
`
`RETAIN
`MESSAGE
`
`REPLY
`{TO MESSAGE)
`
`1-18.22
`
`
`
`REDIRECT
`{MESSAGE}
`
`
`
`
`
`INBASKET
`REViEW
`COMPLETE
`
`
`
`TO REVIEW
`
`OUTBASKET
`
`
`
`
`REViEW INBASKET FUNCTIONAL FLOW
`
`FIG.2|
`
`0024
`0024
`
`
`COMMAND PLAYOUT
`
`
`
`
`
`PROVIDE
`MESSAGE
`STATUS
`
`AWAIT
`C Ll ENT
`
`
`MESSAGE
`
`
`
`

`

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

`

`US. Patent Nov. 25, 1986
`
`Sheet 24 of27 4,625,081
`
`REVIEW
`OUTBQSKET
`
`NM”
`OUTBASKET
`COMMAND
`
`
`$333}
`
`
` AMEND
`DELIVER Y
`INSTRUCTIONS
`
`
`
`
`
`
`
`
`
`
`
`
`OUTBASKET
`REVIEW
`COMPLETE
`
` TO
`TERMINATE
`
`RETRIEVE
`MESSAGE
`
`
`
`
`
`
`0026
`0026
`
`
`
`PROVIDE
`DELIVERY
`STATUS
`
`RETAIN
`OUTBASKET
`MESSAGE
`
`REVIEW OUTBASKET FUNCTIONAL FLOW
`
`FIG. 23
`
`

`

`US. Patent Nov. 25, 1986
`
`Sheet 25 on7 4,625,081
`
`FIG.24
`AMEND MESSAGE FUNCTDNALFLOW
`
`AMEND
`
`MESSAGE
`
`
`
`PROMPT
`
`
`
`TYPE OF
`
`
`AMENDMENT
`
`FORM
`OUTBASKET
`COPY
`
`EDiT
`MESSAGE
`
`CONCATENATE
`OUTBASKET
`MESSAGES
`
`P 0M
`OUTBASKET
`FULL
`
`
`
`“I? T
`|
`OUTBASKET
`COMMSND
`
`
`
`
`
`
`
`
`
`TO
`AMEND
`DELNERY
`INSTRUCTIONS
`
`70
`NEXT MESSAGE
`0:01sz
`
`0027
`0027
`
`

`

`US. Patent Nov. 25, 1986
`
`Sheet 26 on7 4,625,081
`
`ESTABLISH FORWARDING CONDITION
`PROMPT
`SERVICE W AVAILABLE
`
`EDIT DISTRIBUTION LIST
`PROMPT
`SERVICE NOT AVAILABLE
`
`EDIT DEE Y CODES
`PROMPT
`SERVICE NOT AWILABLE
`
`ESTABLISH CALL FORWORDIMB CONDITION
`PROMPT
`SERVICE NOT AVAILABLE
`
`PROVIDE MB FORWDING INSTRUCTIONS
`PROMPT
`SERVICE NOT AVAILABLE
`
`
`
`
`PROVIDE CALL FWDG INST
`PROMPT
`SERVICE NOT AVAILABLE
`
`INVALID ENTRY RECE IVED
`
`ZSRDMIN FUNCTIONAL FLOW
`
`0028
`0028
`
`

`

`US. Patent Nov. 25, 1986
`
`Sheet 27 of27 4,625,081
`
`TELEPHONE DELIVERY FUNCTIONAL FLOW
`
`FIG. 26
`
`TELEPHONE
`DELIVERY
`
`
`
`63
`
`
`
`
`
`ACQUIRE
`OPERATOR
`
`®
`
`
`
`
`
`
`
`
`
`
`
`
`OPERATOR
`DELIVERY
`ACTIONS
`
`MESSAGE
`
`
`
`DELIVERY
`
`'OPERATOR
`REPLY
`ACTIONS
`
`REPLY
`INVITATION
`
`RECORD
`MESSAGE
`
`PROMPT
`
`RECORD/
`EDIT
`CONTROLS '
`
` PROMPT
`
`
`
`
`
`EDIT
`MESSAGE
`
`‘
`
`RESCHEDULE
`0R SCRUB
`
`DELIVERY
`CLOSURE
`
`T0 1 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 accs 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 designate a
`number of persons or telephone numbers for delivery of
`the message. Delivery instnlctions 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 prooess 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
`
`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 3 voice
`message received over the particular telephone line, to
`forward a voice message stored in the particular mes-
`sage basltet 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 pr0viding 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 (its. 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 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 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 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 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-
`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
`
`15
`
`20
`
`25
`
`30
`
`35
`
`45
`
`50
`
`55
`
`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 be 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 of the 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 subsystem 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;
`
`
`
`

`

`
`
`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 diag