EP1101347A1

EP1101347A1 - Voice messaging system

Info

Publication number: EP1101347A1
Application number: EP99933034A
Authority: EP
Inventors: Neil Christian Allen
Original assignee: British Telecommunications PLC
Current assignee: British Telecommunications PLC
Priority date: 1998-07-28
Filing date: 1999-07-13
Publication date: 2001-05-23
Also published as: WO2000007350A1; JP2003525531A

Abstract

A voice messaging system (6) is controlled by with means (8, 9) arranged to identify the calling party (2), and allocate that party to a defined user group, such that it transmits different stored messages (7), to a calling party according to the user group to which it is allocated. The system may be arranged to connect selected callers to the called party (1), and divert others to the voice messaging system (6). The allocation of calling parties to user groups is under the control of the user (1). The allocations are pre-arranged to vary with time or other factors. Messages can therefore be personalised for different groups of callers, so that messages appropriate to the caller and the called party's current activities can be sent.

Description

VOICE MESSAGING SYSTEM

This invention relates to voice messaging systems for use with telecommunications systems. A voice messaging system is a system in which telephone calls can be answered automatically This allows a call to be answered when the intended recipient of a call is unable or unwilling to answer it Some systems also allow calls to be answered when the called party is already engaged on another call or, in the case of a mobile telephone, if the telephone is switched off or not currently in communication with its host network. In a typical application, the caller is met with a recorded message This message may be generated artificially, or it may be a recording of a real utterance by a human user Commonly, but not invariably, the message may invite the caller to leave a message, which is stored for retrieval by the called party at a time convenient to him In this specification, the term "voice messaging system" includes systems in which these operations take place in the telephone network and also those in which the messages are stored in the customer equipment (the telephone or an accessory thereto) The preferred embodiment is a network-based system (often referred to as "voice mail" systems) These have the advantage that they can answer calls when the destination party's telephone is in use or switched off. However, the invention can also be applied to customer equipment-based systems (commonly known as "answering machines"), which have the advantage that they allow the user to access any messages left for him without making a call to the network One disadvantage of voice messaging systems is that the user of the voice message system has to compose a message, (or select one from a set of suitable messages) which will be appropriate for all circumstances in which the message service may be activated There are often circumstances in which a user desires to be contactable by a specified category of callers, but is unwilling to reveal his or her whereabouts to other categories of caller. For example, a user may be willing to be contacted by friends for social calls, and may wish to suggest a time when he will become available, but does not wish to let other parties have this information For example, he may not wish to take routine business calls out of hours. It is also inadvisable to give information in a recorded message, accessible to random callers, which reveals that a building is to be empty for a specified period, or reveals the whereabouts of a vulnerable person.

It is known to allow calls from certain categories of callers to be connected whilst others activate a voice message system, but there are circumstances in which the user does not wish any of the two or more categories of caller to actually cause the telephone to ring. For example, the user may be attending a function at which the interruption of a mobile telephone would be unwelcome, for example a meeting, a concert or a theatre performance. It can also be dangerous, and in some countries it is illegal, to use a mobile telephone when driving, or on board an aircraft.

European Patent Application number 0420527 (AT&T) discloses a voice messaging system comprising means for identifying a calling party, means for selecting a message from a plurality of stored messages on the basis of the identity of the calling party, and means for transmitting the selected message to the calling party. This system allows outgoing messages to be tailored to the individual caller. However, the called party must intervene to change the selection criteria which determine which message is transmitted to each caller. European Patent Application 051 041 1 discloses a system which routes incoming calls to different destinations according to a predetermined plan. However, if the call is routed to a message service, that message requires human intervention if the calling parties for whom it is appropriate need to be changed from time to time.

According to the invention, there is provided a voice messaging system comprising means for identifying a calling party, means for selecting a message from a plurality of stored messages on the basis of the identity of the calling party, and means for transmitting the selected message to the calling party, characterised in that the means for selecting a message is arranged to select one of the plurality of stored messages for transmission to a given calling party, or group of such parties, according to predetermined caller-independent criteria.

According to a second aspect, there is provided a method of operating a voice messaging system for transmitting a message to a calling party, comprising identifying the calling party, selecting on the basis of the identity of the calling party, an outgoing message from a plurality of outgoing messages, and transmitting the selected message to the calling party, characterised in that the message to be selected for a given calling party or group of such parties is changed from one of the plurality of stored messages to another of the said plurality according to predetermined caller independent criteria.

This arrangement allows a caller to pre-set changes to the selection criteria in advance In a preferred arrangement there are provided means for changing one or more of the stored messages

Embodiments of the invention will now be described, by way of example, with reference to the figures, in which

Figure 1 shows a telephone network incorporating a network-based messaging service Figure 2 is a flow chart showing the process by which an incoming call is answered by the messaging service, and

Figure 3 represents the data flows between the various elements of the network of Figure 1 during such a process

Figure 4 shows a customer-equipment device embodying the invention. Referring firstly to Figure 1 , this shows the general network architecture of a telephone network according to the GSM (Global System for Mobile communications) cellular radio standard It should be noted that this is used purely for illustrative purposes, and the invention is not limited to this architecture, nor indeed to mobile systems The user of the voice message service (the called party) has a terminal 1 .

The calling party is indicated by reference numeral 2 The called party telephone 1 is illustrated as a mobile telephone, and the calling party telephone 2 as a fixed telephone connected to the Public Switched Telephone Network (PSTN) or Integrated Services Digital Network (ISDN) 1 0, but this is not to be taken as limitative The user 1 of the voice message system is associated with a switch 3. For a fixed telephone this switch would be the local exchange. In the case of a mobile telephone as illustrated the switch 3 is the mobile switching centre (MSC) of the user's mobile telephone network As illustrated, the user 1 is connected to this switch 3 by way of a radio base station 4, which may be connected directly to the switch 3 However, if the user is not in radio range of a base station served directly by the switch 3, he may be connected to the switch 3 by way of another switch 5 known as the VMSC ("visited Mobile Switching Centre"). The radio base station 4, and consequently the VMSC 5, currently used by the user 1 will depend on his location Although the user's outgoing calls are handled by his current VMSC, certain functions, and in particular the Voice Message Service, are associated permanently with a "home" MSC 3, and incoming calls are initially routed to the home MSC.

The system architecture is conventional, being according to the GSM cellular radio standard. Ancillary functions associated with the switch (MSC) 3 include a voice message system 6, associated with an "outgoing message" store 7, a service control point 8, and a database for storing user data, known as a "home location register (HLR)" 9. The functions of these ancillary functions will be described later. There may also be a data message service facility, such as the "SMS" (Short Message Service") function available in the GSM cellular radio standard.

The operation of the invention will now be described. Firstly, the method by which a user can set up the system to answer calls will be described, followed by the process by which such calls are answered. When the user 1 wishes to have incoming calls diverted to the voice message system 6 he transmits a control signal to the network switch 3. This causes the user record in the database 9 to be updated. Such signalling may use any suitable signalling protocol operative between the telephone and its associated switch. DTMF (Dual tone multiple frequency) tones are suitable for such operation. Data messaging, such as short message services (SMS) used in the GSM cellular radio standard, which can be sent from a mobile telephone or a personal digital assistant (PDA), are also suitable Control may also be by oral instructions to a human network operator, although playback would still be automated.

In a conventional voice messge system, each user can generate his own outgoing message, and change it at any time. In the present invention the user can store two or more such messages M 1 , Md, and select the callers to whom each message is to be sent. The control signals sent to the network by the user programme causes the voice message system 6 to respond to certain calling line identities by transmitting a predetermined message M 1 . All other calling line identities, (including any where the calling line identity is not identified), are responded to by a default message Md. The messages M 1 , Md stored in the outgoing message store 7 may be actual voice messages spoken into the telephone handset 1 , or they may be synthetically generated according to data keyed into the keyboard of the user terminal 1 . More than two different messages may be available to each user, for use by different identified groups of callers.

As will be described with reference to the example to be discussed later, the database 9 may be arranged to change the concordance between calling line identities and individual messages, or whether to connect the call, at predetermined times, or according to other factors. For example, when the called party is "roaming" on a network in another country, and is responsible for payment for the "international" leg of incoming calls, he may wish to restrict which calls are forwarded to him to a greater extent than when he is on his "home" network. The voice message system may be set to operate automatically when the telephone is switched off or busy. Alternatively, it may be pre-set to operate only when a member of a predetermined group of callers (e.g. the default group) makes a call attempt, other calling parties being connected to the user terminal 1 .

The operation of the system when a call is received will now be described, with reference to Figures 2 and 3.

When a call to the user 1 is received at the switch 3 (step 101 ) the switch calls for data from the user database (Home Location Register) 9 (step 102). This data is retrieved by the Home Location Register 9 (step 103), and passed to the service control point 8 (step 104) . Conventionally such data includes the current whereabouts of the user, which is information necessary for the switch 3 to connect calls to the user 1 . In the invention, additional data identifies which calling numbers are allocated to each group defined by the user. It also identifies, for each such group, whether calls are to be diverted to the answering service without making a call attempt first, and which message is to be played by the answering service.

The service control point 8 compares the Calling Line Identity (CLI) of the caller with the user-defined groups, allocates the call to the appropriate category, (step 105) and identifies whether a call attempt is to be made for callers in the allocated category (step 106). If a call attempt is not to be made (in other words, the called party does not wish to be disturbed), the next few steps ( 107 to 1 1 1 ) are omitted, and the process immediately switches over to answering mode (step 1 1 2).

If a call attempt is to be made, the service control point 8 instructs the switch 3 to attempt the call (step 107). The call attempt is then made ( 108). If the call is answered (step 1 09) the call is connected in conventional manner (step 1 10).

The call attempt may fail if the called party's telephone cannot be contacted (being switched off, or out of radio range), or rings but is not answered within a predetermined period (step 109), or because the line is "busy". The switch 3 then reports such failures to the service control point (step 1 1 1 ).

If the service control point determines that no call attempt is to be made (step 1 06), or if it receives a call failure report (step 1 1 1 ), it transmits an instruction 1 1 2 to the switch 3 to connect the caller to the answering system 6. The switch 3 then forwards the user group identity to the answering system 6 (step 1 1 3) .

The answering system 6 identifies the appropriate message M 1 , Md to be sent to the caller (step 1 1 4) and instructs the store 7 to transmit it (step 1 1 5). The store 7 then transmits the message by way of the the switch 3 to the caller 2 (step 1 1 6).

The message may invite the calling party to leave a message in a "mailbox" (not shown) for subsequent retrieval by the user, in known manner. The receipt of such a message (step 1 1 7) may be arranged to cause the answering system 6 to activate the data messaging service (SMS) 1 1 (step 1 1 8) to generate a data message for transmission, via the switch, to a message store in the called party's telephone 1 (step 1 1 9) . This message alerts the user, when he next consults the store, that a message has been deposited in the answering system 6.

Variations on the system described above may be made, without departing from the scope of the invention. For example, the functionality required of the various components may differ, without changing the overall operation of the system For example, the user groups may be defined in the service control point 8, or a separate register (not shown), the Home Location Register merely giving an indication as to whether the answering service is activated for one or more user groups. The user of the terminal 1 can define a call group, being a list of one or more calling line identities who are to receive the message M 1 stored in the outgoing message store 7. Any calling number which is not a member of the calling group will receive the default message Md stored in the outgoing message store 7. This allows the user to give the identified calling group a detailed message, identifying perhaps the user's current whereabouts, or when he will next be available, so that he can be contacted, without also giving this information to other potential callers

The specified calling group may be a single number, in which case the message M 1 stored in the message box 7 can be personalised for that caller. Alternatively, the selected calling group may be a list of personal friends, or of work contacts, thereby allowing separate messages to be left for work and social callers By arranging the system to be controlled according to the time of day, the invention allows different types of call to be handled differently at diffent times of day. For example, a user may wish to take personal calls at any time, but switch out-of-hours business calls to the answering system. The user can do this by defining a user group of personal callers, and setting the default arrangement such that calls from numbers not in the defined user group are connected to the answering system outside business hours, but connected to the user 1 otherwise. Calls from numbers in the user group would be connected at all times, or on a different time pattern

Criteria other than time-of-day may be used For example, a user travelling abroad may select a calling group made up of only those people who he expects may need to contact him before his return This avoids the making of unnecessary international calls Other criteria may include the condition of the handset - so that the system responds with different messages according to in different ways according to whether the mobile handset is switched off, or busy, or available to take calls from a predetermined group of callers (but not from the user currently attempting a call) .

An example of the system in operation will now be described.

• Caller 2A is a personal friend of User 1 and belongs to a call group P1

• Caller 2B is a work colleague of User 1 and belongs to a call group W1

• Caller 2C is a random caller and belongs to neither call group

User 1 goes on a recreational visit to the theatre and informs the system of her location and at what time she is again contactable e g, by sending a short voice or data message Caller 2A and other people calling from group P1 would be greeted with either an automated or actual voice message, for example, "Hi here's Julia, I'm currently at the Theatre for about two hours until 9 30pm and will be going to Restaurant Padova at 10 00pm, call me then Thanks 'Bye"

Caller 2B and other people calling from call group W1 would be greeted with a different either automated or actual voice message, for example "Hello this is Julia Smith, I'm unable to take this call but will be back at work tomorrow If you leave a message after the tone I will get back to you then Thanks"

Caller 2C and other people calling who belong to no defined group, or whose calling line identity is withheld or not captured, would be greeted with a default voice message, for example "I am sorry there is no-one to take your call at present If you leave a message after the tone someone will get back to you as soon as possible"

The service control point 8 is arranged to redefine individual user groups and the message (if any) to be transmitted to each group according to time-of-day, geographical, and other criteria In this case, the user arranges that the data stored in the service control point 8 transmits the appropriate message to any caller attempting to call the number before a predetermined time e g 10pm, but programs the system to connect calls from numbers identified as being within Group P1 if they are made after that time The default message is deliberately uninformative about the identity and movements of the user, to avoid giving information to undesirable callers

Figure 4 illustrates how the system may be embodied in customer equipment Elements of the system having similar functionality to those in Figure 1 are given the same reference numeral, prefixed by "1 "

On receipt of a call from a caller 2, the Caller identity (CLI) is read by a unit 18a This information is passed to a control unit 18 which retrieves data from a store 19, programmed by the user to define one or more calling groups according to the callers' Calling Line Identities The control unit then switches the incoming call to the telephone 11 or the answering system 16, according to the programming retrieved from the store 19 The control unit 18 monitors the call attempts, and if it is not answered switches the incoming call to the answering system 16

If the control unit 18 switches the call to the answering system 16, either initially or after a failed call attempt, it also activates the answering system 16 to select the appropriate message M1 , Md from a store 17, and to record any incoming message

Claims

1 . A voice messaging system comprising means for identifying a calling party, means for selecting a message from a plurality of stored messages on the basis of the identity of the calling party, and means for transmitting the selected message to the calling party, characterised in that the means for selecting a message is arranged to select one of the plurality of stored messages for transmission to a given calling party, or group of such parties, according to predetermined caller-independent criteria.

2. A voice messaging system according to claim 1 , further comprising means for selectively connecting a calling party to the called party, or selecting and transmitting a message to the calling party, according to the identity of the calling party.

3. A voice messaging system according to claim 1 or 2, in which there are provided means for changing one or more of the stored messages.

4. A voice messaging system according to any preceding claim, wherein the caller-independent criteria include time data.

5. A voice messaging system according to any preceding claim, associated with a network switch serving a plurality of users, wherein the means for selecting a message for transmission to a calling party is responsive to the identities of both the called and calling parties

6. A voice messaging system according to any of claims 1 to 4, incorporated in customer equipment for connection to a telephone network

7. A method of operating a voice messaging system for transmitting a message to a calling party, comprising identifying the calling party, selecting on the basis of the identity of the calling party, an outgoing message from a plurality of outgoing messages, and transmitting the selected message to the calling party, characterised in that the message to be selected for a given calling party or group of such parties is changed from one of the plurality of stored messages to another of the said plurality according to predetermined caller independent criteria.

8. A method according to claim 7, wherein a calling party is selectively connected to the called party, or to the voice messaging system, according to the identity of the calling party

9. A method according to claim 7 or 8, wherein one or more of the outgoing messages may be changed.

10. A method according to claim 7, 8 or 9, wherein the caller-independent criteria include time data.

1 1 . A method according to any preceding claim, the method being performed in equipment associated with a network switch serving a plurality of users, wherein the step of selecting a message for transmission to a calling party is responsive to the identities of both the called and calling parties