KR20010033305A - Telephone answering equipment and method for transferring information to telephone equipment - Google Patents

Abstract

The present invention relates to an improved telephone answering device called a call center and certain types of messages received by the call center. The message includes information sent to the recipient and machine code sent to the call center. The message is edited by the sender, such as separating the information and machine code into different blocks. The receiver can have the call center present the message information in any way desired, i. However, a structure capable of providing a message may be made by the sender in the process of editing or organizing. For example, the machine code is passed as a DTMF-code.

Description

TELEPHONE ANSWERING EQUIPMENT AND METHOD FOR TRANSFERRING INFORMATION TO TELEPHONE EQUIPMENT}

The term call center is a definite term for advanced telephone answering equipment these days. A typical telephone answering machine answers a call by playing back a voice message and causing the caller to leave a voice message. In its simplest form, the call center differs from a typical telephone answering device by making it easy for the recipient to select from a number of forwarded voice messages to control the order in which the messages are read. The simple call center can be made private and plugged into a user telephone jack.

The other call center allows the caller to select the information he wants to hear from the call center. The caller hears a message telling you what other information is available. The message also tells the caller how to obtain this other information. In general, the caller controls the call by sending a DTMF-signal from his phone. DTMF signals are transmitted by pressing # from the button-phone and then dialing the number.

Using this control method, the caller can create his own method using information organized by the call center owner. It is also possible for callers to leave information. The information is most often delivered in voice form, which the call center records. However, the call center may also request data in the form of DTMF-signals.

The call center owner has a structure for the information that can be conveyed. The purpose of doing so is to easily process information that would otherwise be difficult to interrupt. Thus, only information that follows a certain structure can be delivered.

Some call centers also allow callers to communicate with human operators.

U. S. Patent No. 5,627, 884 presents problems that may arise to the operator of a call center by telephone queues, or waiting lines. Telephone queue means that the line-connection must be established and maintained even though no communication occurs over the line during the waiting period. The caller may be forced to wait, but does not dare replace the receiver because there is a risk of losing his place in the queue. In this regard, the solution known by the above-mentioned US Pat. No. 5,627,884 requires the call center to request and record the caller's telephone number. The telephone number is given in the form of a DTMF-signal. Then, when the operator is free, the various telephone numbers are called in the queued order.

U.S. Patent No. 5,058,150 describes a call center capable of recording telephone numbers provided by callers in the form of DTMF signals. Recording the telephone number makes it easier to recall on the receiver side.

In the embodiment described above, the person structuring the type of information that can be passed to the call center is the owner of the call center.

TECHNICAL FIELD The present invention relates to telecommunication systems, and more particularly to voice response messages in such systems.

1 is a diagram illustrating a telecommunication network connected to a transmission terminal belonging to a sender and a SAM belonging to a receiver.

2 is a structural diagram illustrating a method of providing information of a structured voice message to a recipient.

3 illustrates the principle of the information format of a structured voice message.

4 shows a principle of how information blocks are stored.

5 shows a SAM in block form;

The present invention poses a problem in the difficulty of the recipient of a voice response message in understanding the information contained in the message. This difficulty increases when the message includes information that is difficult to identify or understand, for example, when it contains a telephone number or other digital information that is mixed with information that is easily understood. The difficulty also increases when important or meaningful information is mixed with information that the recipient finds less important. The difficulty also increases with longer messages. This difficulty means that in order to reach the necessary part of the message, the part of the message that contains information that is not of interest is also forced to listen. In addition, these difficulties may sometimes require the user to hear a message several times in order to correctly understand information that is not easily understood.

It is an object of the present invention to enable the message sender to organize the information so that the receiver can understand it more easily. The sender can organize the information in a way that is appropriate for its content. By doing so, the message receiver can more easily understand the information. The recipient can also select the portion of information of interest to him.

The above mentioned problem is solved according to the present invention, wherein the sender of the voice response message composes the message and includes the machine code. The machine code is for the receiving call center. The message receiver obtains information from the message by sending a control signal to the call center. The call center interprets the control signal using the machine code included in the message and then conveys the desired information to the recipient.

In more detail, the sender constructs or formulates a message using information classified into different segments. One of the segments includes a first command to the receiver, which informs the receiver of the control signal to be sent to the call center to receive more information. The next segment contains machine code and subsequent receiver information. This subsequent information is provided to the user according to the instructions sent by the user to the call center. The user can also gain the possibility of simply calling the person who left the message.

Information of messages other than voice data, such as machine code, can be transmitted in DTMF signals.

The sender has a teleterminal connected to the telecommunication system. Users organize their messages through their teleterminals.

The receiving call center is also connected to the telecommunication system and includes software capable of interpreting the syntax of the machine code included in the message.

One advantage provided by the present invention is that the recipient can more easily understand the information in the message without having to provide a message template in advance. In addition, the recipient may ignore the portion of information that he considers less interested.

Another advantage provided by the present invention is that it can transmit more advanced voice response messages than is common with these days. This advanced message can now be obtained by calling a call center. Today's advanced call centers have comprehensive information that is designed to get the information the caller wants and to easily understand it. The present invention allows a transmission message delivered to a call center to be constructed in a similar manner. The receiver can then readily use the information in the message to callers calling the call center in a manner similar to what is possible today.

The invention is now described in more detail with reference to the preferred embodiments and the accompanying drawings.

According to the present invention, a structured voice message, hereinafter referred to as a sender message to the recipient, is transmitted. The sender optionally has transmission equipment connected to the telecommunications network. The receiver optionally has a predetermined call center, also called a call center, which is also connected to the telecommunication network. The message is transmitted from the transmitting device to the call center via the telecommunication network.

1 shows a sender A, a receiver B, two transmission devices PC, MS, a telecommunications network TelN, and a call center AM. In the description of FIG. 1, these devices are interconnected in the manner mentioned above. In addition, FIG. 1 shows a method of transmitting a message AVM from each transmitting device PC or MS to a call center AM. The transmitting device (PC, MS) and the call center (AM) comprise a physical user interface. Through the user interface, the sender A can control the transmission devices PC and MS, and the receiver B can control the call center AM, respectively.

The transmitting device (PC, MS) is composed of a tele terminal capable of recording and recording voice and data for the message (AVM), and also organizing the message (AVM) from the information. Thus, the transmission device is equipped with a button pad, a register, a control unit and, preferably, a facility for organizing a message AVM and visually presenting it to the sender B. facilities should be provided. The transmission devices PC, MS may for example consist of a modified mobile station or a personal computer equipped with a modem for connecting to a telecommunication network (TelN).

The sender generates a message (AVM) at the sending device (PC, MS) and then sends the message, which the call center receives. In order to generate the message AVM, at least one sequence is recorded using the voice information. The sender A then organizes the message. The organization of the messages includes the commands passed to the call center (AM). When the message is organized, it may also include subsequent information to be delivered to the recipient B. The subsequent information may include information stored in the form of text or numbers, but may also consist of voice information.

When organizing the message AVM, the message information is configured to be easily understood by the receiver B.

2 is a diagram illustrating a method of configuring information of a message AVM. The figure has the form of a root system comprising a first " bubble ", wherein a number of branches extend from the first bubble to the next bubble. Each bubble represents a piece of information that is conveyed to the recipient B. The first bubble at the top of the figure includes text in citation marks. The text indicates first voice information that the recipient B can hear when listening to the message.

In the case illustrated above, the first part of the information is as follows: "Hello! I am a car dealer. At your request, I found three kinds of cars that you might be interested in. One is red, the other is blue, the other is green, red for more information on the red car, 2 for more information on the blue car, For more information on green tea please press 3 ".

Three branches extend in the first bubble. The first bubble of each branch provides subsequent information about the red car, blue car, and green car, respectively. When the recipient B presses the number 1 on the call center, the following message appears. "The red car is the Volvo 747-95. It has traveled only 4,000 miles. The value is SEK 110,000. If you want to print out the above information, press 2. If you want to consult with another salesman, Press 1 "for connection.

Next, assume that receiver B presses 2 of the call center. The price of the red car, the total mileage, and the message about the model (AVM), which are included by the sender, are then presented on a screen on the call center provided for this purpose, or the paper output is displayed. Is presented in text form.

If the recipient B presses 1 of the call center instead of pressing 2, the call center will initiate the call setup with the teleterminal belonging to the retailer.

If the receiver B chooses to hear information about the blue or green car, then the branch corresponding to the red car can be used.

The data format of the message AVM is well organized so that the information of the message AVM can be presented to the receiver B in the manner intended by the sender A. An embodiment of a message (AVM) structure when transmitting from a transmitting device (PC, MS) to be received by a call center will now be described.

The message (AVM) is divided into three sequences. The first sequence includes the voice constituting the first portion of the information received by the receiver B. For example, the first sequence could begin with "Hello! I am a car salesman ...". The information of the first sequence is exactly the same as in the already known voice message.

The second sequence includes an identification code indicating that the message is an organized voice message (AVM). The third sequence includes the systematic information provided to the receiver B and the machine code provided to the call center. The three sequences are transmitted sequentially in numerical order.

voice AVM identification code Edited Machine Code and Information

The machine code and identification code to the call center are provided as DTMF codes. DTMF codes are well known to those skilled in the art. The DTMF code is a compilation containing 3 * 4 = 16 different symbols. Machine code is provided by a certain number of DTMF characters. The number of DTMF symbols determines how many different machine code symbols can be found. Using two DTMF symbols, 16 ² different machine code is possible.

The numerical value is provided as a first DTMF symbol that gives the number of the next digit character. Next, the number of the number symbol is followed. Like the numeric symbol, the first DTMF symbol is encoded as a hexadecimal value.

The character is represented by two hexadecimal values. In this way, ASCII code 0.255 can be obtained.

In order for the call center to interpret the received DTMF symbol correctly, that is, to interpret it as a character, numeric value, or machine code, the machine code and information in the third sequence must be configured correctly.

As a result, the third sequence is divided into different blocks. Next, each block contains machine code and user information. The third sequence starts with a first block that reveals how much the next block is included in the third sequence.

(n) number of blocks Block (1) … Block (2)

In addition, each block is firmly constructed. A block begins with a first machine code identifying the type of the associated block. Then another machine code and user information follows, depending on the type of block. The block ends with information indicating which block to execute after the current block. If the next block is given as 0, then the provision of the message (AVM) ends.

type Data / parameters Next block

For the embodiment described above, there are six different block types. These different types are: Voice, Selector, Jump, Call, Text, and Pause.

Voice blocks are used to transmit voices. The speech block consists of the symbol of the speech type at first, then the actual speech, and at the end which block is followed.

Voice type voice Next block

The selector block contains control data that connects the predetermined block with a predetermined sign provided by the receiver B, for example via a button pad on the call center.

The selector block starts with a type-symbol called a selector block. Then the number representing the selectable switch is followed. Next, after the number of symbols included in the first selection comes, DTMF symbols that should be included in the first selection come. After the last symbol of the first selection code, the number of the block to be executed when the receiver B presses the first code is followed.

In the same manner as the first selection, the length, sign, and next block to be executed are provided for the next selection. If no selectable sign is received, the number of the block to be executed is placed at the end of the block.

Selection type (n) selection number (m1) the length of the code 1 Number (1) … Number (m1) (k1) Block number to branch (m2) the length of the sign 2 Number (1) … Number (m2) (k2) Block number to branch … Length of sign n Number (1) … Number (m3) (k3) Block number to branch Next block

The function of a branch type block is to shift the execution of the following block. It consists of a type symbol followed by the block number to be executed. The block ends with the number of the next block.

Branch type Block number Next block

The call type block includes a telephone number and an instruction to call the number. The block starts with the call type symbol, followed by information indicating the number of destination telephone number digits, followed by the number of blocks to be executed after the call, and finally after the telephone number digits come on.

Call type (n) a number Number (1) … Number (n) Next block

The text block contains text information to the receiver B in addition to the machine code. The text block starts with a symbol of text type, followed by information about the number of symbols, especially in character form. The symbol is then followed by the block number to be executed.

Text type (n) number of symbols Symbol (1) … Symbol (n) Next block

The stop block is used to delay continuous execution until the receiver B confirms the continuous execution.

Stop type Next block

In the block described above, the type symbol and the majority of numerical values are in machine code. Other data that is not in the code and speech forms is encoded in DTMF as already described.

3 shows the overall format of a message AVM sent by the automobile salesman to the receiver B. FIG. Although FIG. 3 shows a format, the message shown is the same message (AVM) as shown in the information structure of FIG. Some of the text shown in FIG. 3 is written in Italian. This type of text is not intended to be sent in a message, but merely to provide a better understanding of the various data functions.

Since the format of each block is solidly constructed, the length of each block is known except for some flexible data. Thus, by presenting the length of the flexible data in each block, the length of each block is known. As a result, if the receiver B indicates the block he wants to receive, it may be easy for the call center to find and execute the block. 4 illustrates the principle of how to store different block sequences belonging to a message (AVM) in a register. Each block takes up a certain amount of space in the register; The size of the space can be known from the flexible data and the information regarding the block type. By knowing the location in the register, the block can be found. The place where a block is accommodated depends on the amount of space occupied in the register by the data already stored.

However, a voice block is different from the rest of the block because the length of its flexible part is not provided to the block. Since the block ends with a DTMF code, the end of the speech block can be found.

5 is a block diagram illustrating a call center AM. The call center AM comprises a port porz (P), a control unit (CPU), a user interface (UI), a register (REG), and a DTMF detector (DTD) to the telecommunication network (TelN). It is connected to the common data bus DB, through which control signals are transmitted between the control unit CPU and the remaining units.

The call center also includes a connection CN1 from port P to register REG, a connection CN2 from register REG to DTMF detector DTD and user interface UI. The call center also includes a connection CN3 from register REG to port P and a duplex connection CN4 between port P and user interface UI.

The function of the control unit CPU is to control the remaining units in the call center AM. The control unit CPU is assisted by a DTMF detector DTD, which can interpret the DTMF code and convert the code into a code understood by the control unit CPU.

The user interface (UI) includes a speaker (loudspeaker equipment), a window for visual presentation of information, and a button pad or keypad, through which the receiver B is connected to the call center AM. Can be controlled. The user interface (UI) also includes a microphone.

The port P connects to a telecommunications network TelN. Port P maintains the connection setup, for example in response to a call arriving from sender A via telecommunication network TelN.

During the connection, a message containing the data stream arrives at port P. The data stream is delivered to a register REG, where a message is stored. The register REG may be a tape recorder or a digital register. In the case of a digital register, the register includes an A / D converter at its input and a D / A converter at its output.

The receiver B requests and reads the message stored in the register by pressing a predetermined button or key. This request is received by the control unit CPU, which controls the register REG to execute the stored message. The data stream is delivered to the user interface UI via the connection CN2.

By doing so, the standard message and the message AVM can be reproduced in the register REG and then executed to the receiver B.

In order for the message AVM to be properly provided, the control unit CPU controls the remaining units in the manner described below. In order to quickly find the various blocks contained in the message (AVM), the CPU builds a list where the various blocks begin before providing the message. The control unit CPU controls the register REG to execute the recorded message and to control the user interface UI not to provide the executed interface. When the first DTMF sequence is executed, the control device (CPU) records that this message is a structured voice message (AVM). Then there is a DTMF sequence that forms the beginning of the next block and starts the type of block that arrives next. When the control unit CPU detects the introduction of a new block, execution of the register REG stops, and the control unit records where the block starts in the register REG. If the register REG is a tape recorder, the time taken to reproduce from the predetermined start value to the block is recorded. If the register is digital, the memory site assigned to the block is specified by the location address in a manner known in the prior art. Next, the remaining blocks of the message are executed in the same way, and the starting point of each block is recorded by the control unit (CPU).

Next, the recipient B inputs a request to press a button on the user interface UI to be provided with a message. The user interface sends the request to the control device CPU, which controls the register REG and the user interface UI to execute the message AVM. It is assumed that the message is the message AVM described above with reference to FIGS. 2 and 3. First, a first sequence is executed, that is, a sequence including a voice, which informs the receiver B about how to obtain subsequent information from the message AVM. Next, the first DTMF code is followed, indicating that the message is an organized voice message (AVM). When the control device detects the first DTMF code, the control device instructs the user interface UI not to reproduce the next information reproduced by the register REG through the DTMF detector DTD. The register REG then executes block 1, the block for the type selector, to execute the machine code. When block 1 is executed, the control unit CPU controls the register REG to stop execution of the message AVM.

When the control device CPU receives the control signal from the receiver B again via the user interface UI, the control device instructs the register to execute a block associated with the control signal of the user according to block 1.

In this case, the control signal from the receiver B is the number 1 and the block is the block 3. Using a pre-organized list, the control unit CPU instructs the register to branch to where block 3 begins and instructs the register REG to start recording. Block 3 begins with a speech block symbol. When the control unit CPU detects that the block is a voice block, the control unit instructs the user interface UI to execute the recorded thing through the speaker system. Block 3 ends with a DTMF code, indicating that block 2 is followed. Next, the control unit CPU instructs the user interface UI to stop recording the message AVM, and uses the DTMF decoder DTD in the same manner as the block 1 to use the machine language of the block 2. Detect the sign.

Next, when the receiver B presses 1 to request a telephone call, the control unit CPU controls the register REG to execute block 6. The block is executed regardless of the content being reproduced by the speaker of the user interface (UI). However, the control unit CPU detects the machine code and the telephone number to be called. Then, the control device instructs the user interface UI to display the telephone number called by the receiver B in the window, and waits for confirmation from the receiver B. When a confirmation is received by pressing a button, the control unit CPU instructs the port P to call the telephone number. In addition, the control unit CPU controls the user interface UI and the port P to open the bidirectional connection line CN4 therebetween, so that the receiver B dials up as in a normal telephone call. TelN can be used.

When the block in the form of text is executed, the control unit CPU instructs the user interface UI to provide information to the receiver B in the interface window.

In addition to receiving and providing a message (AVM), the call center may also receive and provide a general voice message. The call center responds to the call and delivers a "welcome phrase" to the call sender A as usual when using a telephone answering device. The welcome phrase consists of a DTMF-sign ending with voice information, which is recorded by the receiver B via the user interface UI and stored in the register REG. For this reason, the connection between the register REG and the user interface UI is bidirectional. The DTMF-code ending at the welcome phrase indicates that the call center AM is a predetermined call center AM capable of interpreting a structured voice message AVM. A structured voice message (AVM) is only sent from the call transfer device (PC, MS) to the call center, which ends the welcome phrase with the DTMF code.

The call center AM can also be connected to the printer via a user interface UI. In this case, the text message can be output on paper and can also be displayed in a window.

The call center AM described in connection with FIG. 5 is physically close to the receiver B. FIG. In an alternative embodiment, the call center AM is spaced apart from the receiver B so that the receiver B can control the call center AM via a command sent over the telecommunication network TelN. According to the above embodiment, the user interface UI is composed of a tele terminal in which the receiver B is connected to the telecommunication network TelN. Control data sent from the user via the teleterminal and telecommunications network (TelN) reaches the call center via port (P). Information from the call center passes through port P and reaches the receiver B via the telecommunication network TelN and the teleterminal.

Although the call center may also be voice controlled, the control data may be transmitted from the receiver B to the call center via the telecommunication network TelN, for example in the form of DTMF-signals.

According to another embodiment of the invention, the message AVM is organized by the sender A at the call center AM of the transmitting device PC, MS. The advantage of this is that the transmitter A can be equipped with a standard tele terminal instead of a modified terminal. Call centers, on the other hand, need to be further refined and incorporate the ability to edit received information.

Claims (18)

Information from the transmitter A to the receiver B through the telecommunication network TelN to which the reception device AM including the control device CPU and the register device REG and the transmission devices MS and PC are connected. In the transmission method, a) transmitting a machine code part, a command part, and an information part from a transmitting device (MS, PC) to a receiving device (AM) through a telecommunication network (TelN), b) providing the instruction part to the receiver B, c) receiving a control signal from the receiver B, d) interpreting the control signal according to the machine code; e) providing the information according to the control signal. A message (AVM) is transmitted by the sender (A) to the sending device (MS, PC) by recording the command portion and the information portion and adding the machine code portion according to a predetermined format. The message (AVM) is transmitted to the receiving device (AM) after being generated in the. The information transmission method according to claim 1 or 2, wherein the machine code part is encoded by a DTMF signal. 4. A method according to claim 1, 2 or 3, wherein the command is recorded, transmitted and read in voice form. The method according to claim 1 or 4, wherein the receiver (B) controls the receiving device (AM) through a button bank included in the receiving device (AM). 5. A terminal according to claim 1, 2, 3 or 4, wherein the receiver B comprises a terminal connected to a telecommunications network TelN, which is connected at a tele terminal via a telecommunications network TelN. And transmitting the control signal to a receiving device (AM) to control the receiving device (AM). 7. The method of claim 6, wherein the control signal is encoded into a DTMF signal. The method of claim 6, wherein the control signal is a voice signal. 3. The method according to claim 2, wherein, according to the message format, a message begins with a speech sequence constituting the command, followed by a first machine code indicating that the message is an organized message, followed by a subsequent machine code and Information transmission method characterized in that the information comes. What is claimed is: 1. A method of organizing messages for transmission to a call center (AM) receiving through a telecommunication network (TelN), a) recording one or more sequences using voice information, b) accessing the sequence directly to record machine code to the call center and to organize the message; c) establishing a connection via TelN; and d) sending said message (AVM) over said connection. 11. The method of claim 10 wherein the machine code is transmitted in the form of a DTMF-signal. A call center (AM) connected to a telecommunications network (TelN), Means (P, CPU) for establishing the next telephone connection in response to a call over a telecommunication network (TelN), Means (REG) for recording user data obtained through said telephone connection, and In a call center (AM) comprising means (UI) for providing the user data, Means (REG) for recording the machine code obtained through the telephone connection; Means (UI) for receiving a control signal from the receiver B, Means (DTD, CPU) for interpreting the control signal in accordance with the machine code; And means (CPU, UI) for providing the user data in accordance with the received control signal. 13. A call center according to claim 12, wherein said means for interpreting said control signal in accordance with said machine code comprises a DTMF-detector (DTD). 14. A call center according to claim 12 or 13, comprising means for reproducing said user data if said data is in audio form. 14. A call center according to claim 12 or 13, comprising means for visually providing the user data. 15. A call center according to claim 12, 13 or 14, wherein the receiver comprises a button pad which is a means for transmitting the control signal. 15. A call center according to claim 12, 13 or 14, characterized in that it comprises an interface (P) with a control signal receiving means as an interface (P) to the telecommunication network (TelN). 18. A call center according to claim 17, comprising means for receiving the control signal in the form of a DTMF-signal.