WO2012080734A1

WO2012080734A1 - Voice message delivery

Info

Publication number: WO2012080734A1
Application number: PCT/GB2011/052481
Authority: WO
Inventors: Keith Hawkins
Original assignee: Keith Hawkins
Priority date: 2010-12-15
Filing date: 2011-12-15
Publication date: 2012-06-21
Also published as: GB201021318D0

Abstract

A direct voice message or voice mail delivery method comprises the steps of receiving and storing, at a message bank (1), a voice message sent from a caller via a caller device (2); storing an identifying code in association with the stored message for identifying the stored message; generating, at the message bank, a text based notification message (202) in response to the received voice message, the text based notification message (i.e. sms) including said identifying code; sending, from the message bank, the text based notification message (203) to at least one of: a caller messaging address of the caller device from which the voice message was received and at least one messaging address specified by the caller; receiving, at the message bank, a request to access the stored voice message including said identifying code, from a retriever device; directly facilitating the access to said stored voice message by assessing said received identifying code; and sending, from the message bank to the retriever device (3), said voice message identified by the identifying code (206) 1.

Description

VOICE MESSAGE DELIVERY

Field of the invention

This invention relates to voice message delivery methods and systems.

Background to the invention

Currently various different forms of voice and text based messaging systems are used by individuals and corporations. An attraction of using a voice message is that it can be quicker to produce and record than a text based message. Further voice messages can carry with them information such as tone and intent which is difficult or impossible to successfully convey using a text based message. Thus, for example a text based message may be misinterpreted as regards to the sentiment with which it was sent.

On the other hand voice messages can be intrusive for the recipient. That is to say the time at which the caller wishes to impart the voice message may be an inconvenient time for the recipient to receive that message. Furthermore in other circumstances it may be undesirable to have to talk directly and individually with an intended recipient or group of recipients via a direct telephone call or conference. The present invention is directed at providing improved or alternative voice message delivery methods and systems which look to take into account the above factors.

The closest prior art known to the applicant is disclosed in US7013155, and US7317929. In US7013155 a generalised password is required to access the IVR (interactive voice response) and only when the IVR has been entered can the message be played. The password is a generalised password corresponding with the recipient.

Summary of the invention

In a broad independent aspect, the invention provides a voice message delivery method comprising the steps of: o receiving and storing, at a message bank, a voice message sent from a caller via a caller device; o storing an identifying code in association with the stored message for identifying the stored message; o generating, at the message bank, a text based notification message in response to the received voice message, the text based notification message including said identifying code; o sending, from the message bank, the text based notification message to at least one of: a caller messaging address of the caller device from which the voice message was received and at least one messaging address specified by the caller; o receiving, at the message bank, a request to access the stored voice message including said identifying code, from a retriever device; o directly facilitating the access to said stored voice message by assessing said received identifying code; and o sending, from the message bank to the retriever device, said voice message identified by the identifying code.

In a subsidiary aspect, said identifying code is or includes an extension number. In a further subsidiary aspect, said identifying code is or includes an extension number and a caller ID number and the method directly facilitates the access to said stored voice message by assessing said caller ID number in association with said extension number. In this embodiment, the access to the message is both secure and virtually immediate. In a further subsidiary aspect, said method allocates one or more extension numbers, and said method comprises the step of facilitating two modes of operation upon the dialling of said extension numbers; the first mode of operation being the recording of a voice message and the second mode of operation being the playback of a voice message. In a further subsidiary aspect, the method comprises the further steps of populating an extension table holding at least extension numbers.

In a further subsidiary aspect, the method comprises the further steps of populating an extension map table holding at least a pair of an extension number and a caller ID number and associating said pair with a specific action of either recording or playing a voice message.

In a further subsidiary aspect, the method comprises the further steps of populating a message table holding the location of a voice message, an enablement status, and a number employed for recording said voice message.

In a further subsidiary aspect, the method comprises the further steps of populating a recipient table holding a reference to said voice message to obtain the location of the voice message along with a name and number of a recipient. In a further subsidiary aspect, said tables have a ONE-TO-MANY interrelationship.

In a further subsidiary aspect, said method comprises a relational database query to JOIN the extension table with the extension map table. In a further subsidiary aspect, the method comprises the step of executing JOIN of extension and extension map tables.

In a further subsidiary aspect, the method further comprises the steps of populating a temporary table and removing from said table any rows where extensionmap.callerid equals recipient.number or message. number.

In a further subsidiary aspect, the method further comprises the step of obtaining the extension. id for a particular row. In a further subsidiary aspect, the method further comprises the steps of creating a new extension map for a specified extension. id and setting the caller.id to match either the recipient.number or the message.number dependent on the action.

In a further subsidiary aspect, the method further comprises the steps of returning said new extension map to the caller.

In a further subsidiary aspect, the method further comprises the steps of matching an incoming call by assessing the Called ID and the Caller ID; executing JOIN of extension and extension map; finding the row where extensionmap.caller-id=caller-id and

extension. number=called-id; and if found returning an action of either a message-id or a recipientjd; or if not found returning NULL.

In a further subsidiary aspect, the method further comprises the steps of creating a new message entry; allocating an extension for a message; creating new recipient entries for each recipient; and sending a text based message to the message.number with details of an allocated extension number.

In a further subsidiary aspect, the method further comprises the step of receiving a text based message with only a number and an extension number.

In a further subsidiary aspect, the method further comprises the steps of associating an incoming call with a record action, prompting a caller to leave a voice message, updating the message table with the location of the voice message, allocating an extension number, and then sending a text based message to the recipient detailing an extension number to call to listen to the voice message.

In a further subsidiary aspect, the method further comprises the step of deleting an extension map associated with the recording phase of a voice message.

In a further subsidiary aspect, the method further comprises the step of dispatching a text based message to a recipient containing an extension number to call; and receiving a call at said extension number to automatically play a message associated with the caller ID and the extension number.

In a further subsidiary aspect, the method further comprises the step of playing the video message once an incoming call is detected as a play action and the recipient is identified.

According to one aspect of the present invention there is provided a voice message delivery method comprising the steps of:

• receiving and storing, at a message bank, a voice message sent from a caller via a caller device; · storing an identifying code in association with the stored message for identifying the stored message;

• generating, at the message bank, a text based notification message in response to the received voice message, the text based notification message including said identifying code;

• sending, from the message bank, the text based notification message to at least one of: a caller messaging address of the caller device from which the voice message was received and at least one messaging address specified by the caller;

• receiving, at the message bank, a request to access the stored voice message including said identifying code, from a retriever device; and sending, from the message bank to the retriever device, said voice message identified by the identifying code. This enables the caller to record a voice message for delivery to an intended recipient, where the intended recipient will be deliberately initially notified of the message via a text based notification message rather than risk the recipient being interrupted by a voice call. It also facilitates the caller directing the voice message to a plurality of intended recipients. For example, the caller may forward the received text based notification message to a number of intended recipients.

The method may comprise the further steps of: · receiving, at the message bank, an indicator of an intended recipient of the voice message; and

• sending, from the message bank, the text based notification message to a messaging

address determined in dependence on said indicator.

Said indicator may be a messaging address. Alternatively said indicator may serve to identify a messaging address already stored at the message bank, which may be stored in association with said caller. The message bank may hold user account details associated with said caller, which may include a mapping defined between at least one indicator and at least one respective message address.

The step of sending, from the message bank, the text based notification message, may comprise the step of sending the text based notification message to a plurality of messaging addresses specified by the caller. The indicator may indicate a plurality of intended recipients, for example the indicator may be mapped to a group of messaging addresses.

Alternatively, or in addition, the method may include the step of the message bank receiving a plurality of indicators of a respective plurality of intended recipients, of the voice message.

The method may comprise the further steps of receiving a plurality of requests to access the stored voice message including said identifying code, from respective retriever devices and may comprise sending, from the message bank to the respective retriever devices, said voice message identified by the identifying code.

Of course the message bank may receive, store and send a plurality of messages for a plurality of callers and retrievers, in accordance with the above steps.

The method may comprise the further step of the message bank validating the request to access the voice message before sending the voice message to the retriever device.

The validation step may comprise checking a messaging address associated with the retriever device.

The text based notification messages may be in the form of email messages, text messages (such as sms) or message from any other available electronic text based messaging system. The voice messages may be recorded, transmitted and accessed using conventional telephone apparatus and networks, as well as computer based voice transmission systems.

The identifying code may be included in the request to access the stored voice message in different ways. The identifying code may be embedded in a message sent to/received at the message bank. The identifying code may be encoded in a messaging address used in a message sent to/received at the message bank. The identifying code may be provided in a data body of a message sent to/ received at the message bank. The message bank may prompt for input of identifying code after receipt of an initial access request. The code may then be input by a user using their retriever device and transmitted to the message bank. Where a telephone system is used to send a request to access the stored voice message, the identifying code may be encoded in a telephone number used to connect to the message bank with one part of the number identifying the message bank and another part identifying the message. In an alternative a user may connect to the message bank using one telephone number and separately enter the identifying code for the message.

According to another aspect of the present invention there is provided a voice message delivery method comprising the steps of:

• sending via a caller device to a message bank, a voice message from a caller; • receiving at the caller device, from the message bank, a text based notification message generated in response to the sent voice message, the text based notification message including an identifying code stored at the message bank in association with the sent message for identifying the sent message; and

• forwarding the received text based notification message to at least one messaging address of an intended recipient of the voice message so that the intended recipient may retrieve the voice message from the message bank. According to another aspect of the present invention there is provided a voice message collection method comprising the steps of:

• receiving at a retriever device, from a message bank, a text based notification message relating to a stored voice message, the text based notification message including an identifying code stored at the message bank in association with the stored voice message for identifying the stored voice message;

• sending, from the retriever device to the message bank, a request to access the stored voice message including said identifying code; and receiving, at the retriever device, from the message bank, said voice message identified by the identifying code.

According to another aspect of the present invention there is provided voice message delivery apparatus comprising a message bank which is arranged under the control of software for: · receiving and storing, at the message bank, a voice message sent from a caller via a caller device;

• storing an identifying code in association with the stored message for identifying the stored message;

• generating, at the message bank, a text based notification message in response to the received voice message, the text based notification message including said identifying code; • sending, from the message bank, the text based notification message to at least one of: a caller messaging address of the caller device from which the voice message was received and at least one messaging address specified by the caller; · receiving, at the message bank, a request to access the stored voice message including said identifying code, from a retriever device; and

• sending, from the message bank to the retriever device, said voice message identified by the identifying code.

According to another aspect of the present invention there is provided a voice message delivery system message bank which comprises: a receiving and storing module arranged to receive and store, at the message bank, a voice message sent from a caller via a caller device, and to store an identifying code in association with the stored message for identifying the stored message;

• a message generation module arranged to generate, at the message bank, a text based notification message in response to the received voice message, the text based notification message including said identifying code;

• a sending module arranged to send, from the message bank, the text based notification message to at least one of: a caller messaging address of the caller device from which the voice message was received and at least one messaging address specified by the caller; · the receiving module being arranged to receive, at the message bank, a request to access the stored voice message including said identifying code, from a retriever device; and

• the sending module being arranged to send, from the message bank to the retriever

device, said voice message identified by the identifying code.

According to another aspect of the present invention there is provided a voice message caller device arranged under the control of software for: · sending to a message bank, a voice message from a caller;

• receiving at the caller device, from the message bank, a text based notification message generated in response to the sent voice message, the text based notification message including an identifying code stored at the message bank in association with the sent message for identifying the sent message; and

• forwarding the received text based notification message to a messaging address of an intended recipient of the voice message so that the intended recipient may retrieve the voice message from the message bank.

According to another aspect of the present invention there is provided a voice message retriever device arranged under the control of software for:

• receiving from a message bank, a text based notification message relating to a stored voice message, the text based notification message including an identifying code stored at the message bank in association with the stored voice message for identifying the stored voice message;

According to another aspect of the present invention there is provided a voice messaging method comprising the steps of:

• a caller sending a voice message via a caller device having a caller messaging address to a message bank;

• receiving and storing, at the message bank, the voice message sent from the caller via the caller device;

• storing an identifying code in association with the stored message for identifying the

stored message; • generating, at the message bank, a text based notification message in response to the received voice message, the text based notification message including said identifying code; · sending, from the message bank, the text based notification message to the caller

messaging address;

• after receipt, the caller forwarding the text based notification message to a retriever device of a person to whom the voice message is directed;

• said person using the retriever device to send, to the message bank, a request, including said identifying code, to access the stored voice message;

• receiving, at the message bank, the request to access the stored voice message including said identifying code, from the retriever device;

• sending, from the message bank to the retriever device, said voice message identified by the identifying code. The method may comprise the step of the caller forwarding the text based notification message to a plurality of retriever devices, each having a different respective messaging address.

• a caller sending a voice message, and an indicator of an intended recipient of the voice message, via a caller device to a message bank; · receiving and storing, at the message bank, the voice message sent from the caller via the caller device; storing an identifying code in association with the stored message for identifying the stored message;

• sending, from the message bank, the text based notification message to a messaging address determined in dependence on said indicator of an intended recipient; · said intended recipient receiving the text based notification message at a retriever device;

• said intended recipient using the retriever device to send, to the message bank, a request, including said identifying code, to access the stored voice message; · receiving, at the message bank, the request to access the stored voice message including said identifying code, from the retriever device;

The method may comprise the steps of the caller device sending a plurality of indicators for a respective plurality of intended recipients, or sending an indicator which indicates a plurality of intended recipients. The method may comprise the message bank sending the text based notification message to a plurality of messaging addresses determined in dependence on said indicator or said plurality of indicators.

Brief description of the figures

Embodiments of the present invention will now be described by way of example only, with reference to the accompanying drawings in which:

Figure 1 schematically shows a voice message delivery system; Figure 2 is a flow chart showing processes taking place at a message bank of the voice message delivery system shown in Figure 1 during operation of the system;

Figure 3 is a flow chart showing processes taking place at a caller device of the voice message delivery system shown in Figure 1 during operation of the system; and

Figure 4 is a flow chart showing processes taking place at a recipient device in the voice message delivery system shown in Figure 1 during operation of the system.

Figure 5 is a flow chart of a further embodiment of the invention.

Figure 6 is a further flow chart showing the main components which compose the voice and message delivery system.

Figure 7 is an illustration of the structures within the database on which the system relies.

Figure 8 shows a plurality of tables; an extension table in view A; an extension map table in view B; and a temporary table in view C.

Figure 9 shows a database configuration in accordance with a further embodiment of the invention.

Figure 10 shows a database configuration in accordance with a further embodiment of the invention. Detailed description of the figures

Figure 1 shows a voice message delivery system which comprises a message bank 1, a caller device 2 and a recipient device 3. The caller device 2 and recipient device 3 may for example be a mobile telephone, a landline telephone, a personal computer, a smart phone or a similar device. Each of the message bank 1, caller device 2 and recipient device 3 are arranged to use existing telecommunication networks 4 for communication with the other devices 1 , 2, 3 within the voice message delivery system as well as for general purposes. The voice message delivery system of this embodiment is intended to be used with conventional telecommunication networks and apparatus such as existing mobile telephone networks, existing landline telephone networks, existing computer networks (such as the internet) and more specifically arranged to use existing communication techniques such as text messaging (for example sms), email, voice calls over mobile or landline telephone networks or over computer based systems and so on.

In this specification a distinction is made between voice messages which consist of audible (by a human) sound, and text based messages which will be presented visually to a user. A voice message is one that will be listened to by the recipient whereas a text based message is one that will be looked at by a recipient. Generally speaking a voice message will be created by a user recording their voice to create their desired message.

However, in this embodiment the transmission mechanism used for transmitting voice messages from one location to another and used for transmitting text based messages from one location to another is less important. In the voice message delivery system voice messages may be sent using a conventional telephone network (mobile or otherwise) or via a computer based transmission system or any other electronic means of communication.

Similarly text based messages may be transmitted using a telephone network system (such as text messaging) or via an email system or any other form of electronic communication.

What is of primary interest is the technique and processes used for communicating a voice message from an initial caller to an ultimate intended recipient as will be explained in more detail below. The system is intended to be used in a situation where the caller - the owner of the caller device 2 - wishes to have a voice message delivered to the recipient - the owner of the recipient device 3 - but does not wish to make a direct telephone call (or other voice call) to the recipient. Thus it will be clear that the recipient is a different person than the caller. Note however that both the caller device 2 and recipient device 3 may act, in at least some cases, as retriever devices for collecting voice messages.

The message bank 1 comprises a receive module 101 for receiving voice messages and text based messages, a send module 102 for sending voice messages and text based messages, a memory module 103 for storing voice messages 104 in association with identifying codes 105 which uniquely identify the respective stored voice message 104, and a control module 106 for controlling operation of the other modules within the message bank 1 and generating messages to be sent by the send module 102.

When the caller with the caller device 2 wishes to send a voice message to the recipient having the recipient device 3 using the present system, the caller uses his caller device 2 to send a message to the message bank 1 which includes the voice message to be ultimately sent to the recipient (show by arrow S). This voice message 104 is stored in the memory module 103 in association with a unique identifying code 105 associated with the voice message 104 by the control module 106. The control module 106 next generates a text based message including the identifying code 105 and the send module 102 sends this text based notification message from the message bank 1.

Here there are two different ways in which the system may operate. In a first mode of operation this text based message may be sent from the message bank 1 to the caller device 2 as indicated by arrow N 1 a. The caller may then use the caller device 2 to forward this text based message onto the intended recipient device 3 as shown by arrow N 1 b. Alternatively details of the intended recipient may be communicated from the caller device 2 to the message bank 1 as indicated by arrow C such that the control module 106 within the message bank 1 may direct the generated text based notification message directly to the intended recipient device 3 as shown by arrow N2.

At this stage irrespective of which mechanism was used, the recipient device 3 holds a text based notification message which includes the identifying code 105 related to the caller's voice message 104. Thus the recipient device 3 may submit an access request message as is shown by arrow A to the message bank 1 requesting delivery of the voice message 104 identified by the identifier code 105 to the recipient device 3. The voice message may then be delivered as illustrated by arrow D to the recipient device 3.

In practical terms this means that a caller may record a voice message at the message bank 1 using their caller device 2. Then the fact that this message has been stored at the message bank 1 can be communicated to an intended recipient - the owner of the recipient device 3 - via use of the text based notification message. Then the recipient may choose to use their recipient device 3 to request delivery of the voice message from the message bank 1 to their recipient device 3 such that they can listen to the voice message. In this way the caller can provide the recipient with a desired voice message without having to make a direct voice call to the recipient.

Furthermore, the recipient can choose when to pick up the voice message if they wish to receive it or choose not to pick it up at all if they do not wish to receive it.

Further, whilst the above example considers the position where there is only one recipient for a given message, it is also possible for there to be multiple such recipients. If the mechanism is used where the text based message is sent to the caller device (arrow N 1a), the caller may choose to forward this text based message to as many recipients as they desire such that each recipient may choose to recover the voice message from the message bank 1 as and when this suits them. Alternatively, if the mechanism is used where the caller uses the caller device 2 to indicate to the message bank 1 to whom the text based notification message should be sent, then such an indication may consist of multiple recipients such that the message bank 1 automatically sends (arrow N2) the text based notification message to multiple recipients. Again of course each recipient may then decide whether and when to access the message from the message bank 1.

In terms of currently envisaged practical applications, the caller device 2 and recipient device 3 are perhaps most likely mobile phones or so called "smart phones". In such a case the caller may initially make a voice call to the message bank 1 to leave their voice message 104. Then the text based notification message (sent by either route) will be a text message in one possible implementation and an email message in another possible implementation. In one possible implementation the text based notification message received by the recipient device 3 will include a so called long telephone number made up of one part of the number which serves to identify the message bank 1 and another part of the number which serves as the identifying code 105. In such a case when the recipient device 3 is used to call this long telephone number, the number may be used to ensure connection to the message bank 1 and also identification of the correct voice message 104 for delivery back to the recipient device 3.

In an alternative, rather than a long telephone number which includes the identifying code 105, the text based message sent to the recipient device 3 may indicate the required identifying code 105 as well as a number to be dialled to connect back to the message bank 1. In such a case, the user of the recipient device 3 may be prompted to enter the identifying code 105 after connection is made to the message bank 1. Both of these techniques may be used where, for example, the text based notification message is a text message or an email message. In the case where the text based notification message is an email message, the email may include a link to a website which provides direct access to the correct voice message 104 so that it can be delivered to the recipient device or again a link may be used which takes the recipient device to a collection location, but then prompts the user of the recipient device to input the identifying code 105 for delivery of the message.

Figure 2 shows the basic process conducted at the message bank 1 when operating the above described system.

In step 201 the message bank receives and stores a new voice message 104 from a caller.

In step 202 the message bank 1 generates a text based notification message including the identifying code 105 related to the recorded voice message 104.

In step 203 the message bank 1 either sends the text based notification message to the intended recipient or sends the text based notification message back to the caller for onward forwarding.

In step 204 the message bank 1 receives an access request message requesting delivery of the stored message as identified by the identifying code 105.

In step 205 the message bank verifies the validity of the request. This may be simply checking that a valid identifying code has been received, but may also involve checking the identity or address of the recipient device making the request. In step 206, the message bank 1 delivers the requested voice message to the requesting device 3.

Figure 3 shows the processes which take place at the caller device 2 during operation of the system shown in Figure 1. In step 301 the caller device 2 transmits a voice message to the message bank 1. Then the process splits depending on whether the eventual text based notification message is to be sent back to the caller device 2 or onwards directly to the intended recipient device 3. In the former case, the process proceeds to step 302 where the caller device 2 receives the text based notification message and then onwards to step 303 where the caller device 2 is used to forward the text based notification message onto a chosen recipient(s).

Alternatively the caller device 2, is used, in step 304, to provide an indicator of the recipient(s) to whom the text based notification message should be sent.

This indicator may be the address of the intended recipient, for example the mobile telephone number of the intended recipient or an email address of the intended recipient. Alternatively the indicator may be a name or other tag which has previously been provided to the message bank 1 and stored in the memory module 103 with a mapping to the appropriate address of the intended recipient. That is to say the message bank 1 may hold an address book or similar for the caller within which mobile telephone numbers, email addresses or other appropriate recipient addresses are held and which can therefore be selected by a user using the caller device when sending a voice message to the message bank 1 in accordance with the above processes.

Figure 4 is a flow chart showing the processes which take place at a recipient device 3 during operation of the above systems. In step 401 the recipient device 3 receives a text based notification message from the caller device 2 or from the message bank 1.

In step 402, if activated by the user of the recipient device 3, the recipient device 3 sends an access request message back to the message bank 1 along with the appropriate identifying code and in step 403 the recipient device 3 receives the appropriate voice message 104 back from the message bank 1.

It will be appreciated that more functionality can be built into and around the above processes. Thus for example, when a caller first calls the message bank 1, with a view to recording a voice message for delivery to an intended recipient, various options may be presented to the caller. First an assessment may be made as to whether the caller has an account with the message bank system. This may be determined automatically based on the address of the caller device 2 or via an account name and password access system or any similar access technique. If the caller device 2 is recognised as having an account then access may be given to details of an address book or similar held at the message bank 1. This, as will be clear from above, could then be used to identify the recipient(s) to whom the text based notification message should be sent in due course.

Also in such a case, or where there is no account, a caller may be asked whether they wish to receive the text based notification message back to their caller device 2 or wish to have it transmitted directly to an intended recipient. The caller may then be given the opportunity to enter a messaging address, for example a telephone number, of the intended recipient or multiple intended recipients.

After recording of the voice message 104, at the message bank, the user may be given the option to hear this message back to check its accuracy or so on. It will also be appreciated that in interacting with the message bank 1, the caller may, depending on the implementation, be able to speak their answers and inputs if the message bank is equipped with a speech recognition system, or alternatively, or in addition, the caller may input information via a keypad, or similar, provided on the caller device 2. Similarly when a recipient is collecting a message from the message bank 1 , depending on the implementation, it may be possible for the recipient to interact using voice commands, if the message bank is implemented with a voice recognition system, or alternatively, or in addition, the recipient may be able to enter the required data using a keypad or similar of the recipient device. However, it will be noted that in at least some implementations, the process of collecting a voice message from the message bank 1 will be entirely automatic once a link is activated and/or a number is dialled.

Note that in some circumstances the identifying code 105 associated with a voice message 104 may simply be the address of the intended recipient. In such a case no further identifying code might be required to be entered by the recipient device; it would be enough that the request for the stored message came from the correct recipient device. However, the circumstances in which this technique may be useable may be limited since it would allow only a single voice message to be stored in the message bank 1 for any one recipient messaging address/recipient device, if the messages are to be uniquely identified and uniquely collectable. Thus in general terms the indentifying code will be quite distinct from any messaging address. In principle any caller, from any messaging address, can, provided they can provide the correct code, call the message bank to store a message and collect any message however it was stored. Thus the system is much more flexible than a typical voicemail system where access to voice mail is tied to a particular user account. In the present case the messages are accessible individually by any user using a unique code.

In some implementations the message bank 1 may be arranged so that during or after the process of a recipient listening to their voice message 104, the user may use their recipient device 3 to directly call the original caller device 2 so as to speak to the caller directly.

It will be appreciated that in this application, the expression messaging address is used to refer to a telephone number, email address or similar identifier that allows connection to the associated device/entity via an appropriate telecommunications system. Note of course that whilst much of the above description has been written in terms of text based notification messages being sent to an individual intended recipient, the system also allows the sending of text notification messages to multiple recipients in respect of the same voice message 104 such that multiple recipients may pick up this same message. Furthermore, of course, the message bank 1 may store, and process, voice messages received from multiple callers. The message bank can be considered as providing "many to many" functionality as well as "one to many" and "many to one" functionality.

In some implementations the address book or similar held by the message bank 1 for a particular user account may be accessible independently from the mechanism used to send voice messages to the message bank 1. Thus the message bank may be arranged to allow maintenance of the address book or similar, for example on-line access may be allowed to maintain the address book by for example adding, editing or deleting entries and so on. Such access may be from a caller device or obtained via an independent route. The message bank 1 may be arranged to allow more than one user (recipient) to access (request and have delivered) the same voice message at the same time. The message bank 1 may be arranged to simultaneously process a plurality of access requests received for the same voice message when the requests are received simultaneously.

The message bank 1 may be arranged to queue and sequentially process access requests for the same message which are received separated in time by less than a predetermined time period. The message bank 1 may be provided independently of the telecommunications service provider systems. The systems may be physically distinct from one another and may be operated by different entities. Operation of the message bank 1 does not require technical integration with or co-operation from the telecommunications provider. Any single message bank 1 may function with users (callers and recipients) using an arbitrary number of telecommunications service provider networks. Of course, the message bank 1 , could be integrated with service provider systems if desired.

Note that in some implementations, it is possible for nearly all, if not all, of the required input from the users (caller and recipient) to send and receive a voice message to be entered without the user touching a key pad, or at least without having to input any text data via a keypad.

In a preferred embodiment, the system allows a recorder 501 to record an audio message and deliver the message to a number of recipients 502.

A web based interface 503 may be employed by the recorder to create a message prior to recording an audio portion of the message. The web based interface may also be employed to manage accounts, review previous messages and other management functions. A message may be created through the web based interface 503 by a recorder. In a preferred

embodiment, the recorder selects a plurality of recipients for the message.

After the completion of the interaction with the web based interface, the recorder is sent by the system a text based message (for example an SMS) asking the recorder to call an extension to record the audio part of the message. In a preferred embodiment, the extension consists of an incoming phone number to the systems which may be used by a recorder 501 to record a message or by a recipient 502 to playback a message.

If the recorder calls the extension number provided by the system, the recorder 501 will be authorised without any further security requirements to record an audio message.

The system then sends a further text based message. This time the text based message is dispatched to one or more recipients 502. The message sent to the recipient preferably contains primarily an extension number to call. On calling the extension, the message left by the recorder will be immediately played.

In preferred embodiments of the invention, any number of recorders may send any number of messages to the same or different recipients. Despite this requirement, the system is configured to avoid having to input a PIN or any further information to facilitate the access to a message. Whilst simplifying the access requirement to a particular message, a solution has been found to the problem of providing sufficient security to avoid a message being listened to by an unwanted third party. In order to facilitate an improved level of security whilst at the same time simplifying the access to recorded messages, the system examines the caller ID associated with an incoming call to an extension number. This allows only a valid recipient to listen to the message.

In particular, a plurality of potential extensions are provided and an advantageous mapping between extension numbers and the caller ID of recipients allow the correct message to be played without any further interaction by the recipient. By contrast, prior art systems require both recorders and recipients to set up individual accounts in order to facilitate the delivery of an appropriate message. This system allows a much more direct and virtually immediate delivery of the correct message to a particular recorder and/or recipient.

In addition to the main aspects of the invention, the system also allows a recorder 501 to manage and review their sent messages via web based interface. The system also allows a recipient to respond to the message having listened to the message by inputting a value or a key via the mobile device. Figure 6 shows the main components that make up the system achieving the advantageous voice message delivery.

Figure 6 shows the main components that constitute the system. In this embodiment, a recorder 601 interacts with a telephony 603 in order to transmit a voice call and receive a text based message. The recipients 602 interact with the telephony by transmitting a voice call and by receiving a text based message. The telephony may be configured to handle all incoming calls and to send text based messages. The telephony 603 interacts with the core system 604. The core system 604 interacts with a store 605, a database 606 and a web based interface 607. As previously detailed, a recorder 608 interacts with a web based interface 607. In store 605, the audio for all messages may be stored. In database 606, the relational database holds all information required to handle messages, recipients, extension and other management functions. The recorder 608 creates messages and selects recipients using the web based Ul. In practice, the system also provides an API (an application programming interface) to allow third party software to create messages, rather than a recorder using the web based interface. In practice, telephony components such as receiving calls and sending text based messages may be handled by systems which are additional to the core systems. The store 605 may be a content delivery network (CDN) platform which may be provided by the system's hosting partner. The core systems, database and user interfaces provide the core of the solution and may be implemented as a hosted web site and a set of APIs.

Figure 7 illustrates the structures within the database which are used to manage messages, recipients and extensions.

In this database at least the following tables may be provided:

• An extension table which holds details of all the incoming numbers that the system owns.

• An extension map tables 702 which maps an extension (via reference to the extension table) and a caller ID pair to a specific action (record or play) and the associated message (for recording) or recipient (for play back). • The message table which holds the location of the audio on the content delivery network (CDN) platform, whether the message is enabled or not and the number that will be used by the recorder to record the audio part of the message. · The recipient table 704 which has a reference to the message (to obtain the location of the audio recording) along with the name and number of the recipient.

In a preferred embodiment, the relationships between extension table and extension map table, message and extension map tables, recipient and extension map tables and message and recipient tables may be all one-to-many. Whilst these are the primary tables envisaged in the database, additional tables may be provided such as a table for customer management.

Whilst the tables shown have at least these features, additional fields may be provided in order for example to count how many times a particular message has been listened to. In order for the system to work in this most effective form there would advantageously be a means to

• allocate an extension number for recording or play back. · match an incoming call against an action to record or play back a specific message.

In both of these steps algorithms may use a relational database query to JOIN the extension table and the extension map tables. The extension table may take the form of figure 8A whilst the extension map table may take the form of figure 8B and the result of joining the extension table and the extension map table may take the form of a temporary table as shown in figure 8C.

Extensions may be allocated using two relational queries to the database, one to choose an extension and the second to complete the allocation. This kind of algorithm may be described as follows (although in practice this is just two relational queries):

1. for playback a recipient.id and recipient.number is obtained whilst for record a message.id and a message. number is necessary. 2. execute JOIN of extension and extension map (as described above).

3. remove from the temporary table any rows where extension map.caller id calls

recipient.number or message.number. If none remain, return NULL to the caller. 4. obtain the extension. id for the first remaining row.

5. create a new extension map for the specified extension. id and set the caller id to match the recipient.number or message.number dependent on the action. Set the extension map.action and extension map.message_id or extension map.recipient_id as appropriate.

6. return the newly allocated extension map to the caller.

In essence in this embodiment the system is looking for an extension for which there is no previous extension map for the (extension. number, caller id) pair.

The invention further envisages additional steps of processing in order to handle both national and international numbers correctly.

In a particularly advantageous configuration, the matching process of an incoming call to an appropriate action is much simpler and is a single database query described as follows:

1. to match an incoming call the system must assess the called id (calledjd) and the caller id (callerjd) from the incoming phone call. 2. execute JOIN of extension and extension map tables and find the row where extension map.caller id = callerjd and extension. number = calledjd.

3. If found return the action and messagejd or recipientjd as appropriate, else return NULL. The process advantageously assesses in essence an extension map for a (callerid, number) pair. In order to send a message a recorder may take the following steps:

1. create a message using the user interface. 2. receive an automated text based message from the system indicating an extension number to call in order to record the audio part of the message.

3. call the extension number and record the audio.

4. the system may be configured to automatically send a text based message such as an SMS message to each recipient indicating an extension number to call to allow them to listen to the message. The process of creating a message is detailed further in figure 9. In this embodiment a recorder uses the user interface to create a message which specifies the recipients and potentially other information about the message. On completion the database is updated to allow an incoming call to be made by the recorder to record the audio part of the message and will have sent an SMS to the recorder with details of the extension number to call. The process may be as follows:

1. create a new message entry.

2. allocate an extension for the message.

3. create new recipient entries for each recipient, (note - at this point one could allocate extensions for the recipient's however in practice, this is best achieved once the audio for the message had been recorded). 4. send an SMS to the message. number with details of the allocated extension.

The database may take the form as shown in figure 9 with an extension table 901 , an extension map table 902, a message table 903 and a plurality of recipient tables 904. In the embodiment of figure 9 the recorder receives a text message indicating the extension number to call. In the example described in figure 9, the recorder's phone number is 077772221 1 1 and the extension number to call is 01259340651.

Recording audio occurs once an incoming call has been detected as a record action and the message identified, the call is then handled as follows: 1. Prompt caller (recorder) to leave an audio message, and to end recording by pressing a DTMF key on their phone.

2. once the recording has been completed, copy the resultant audio file to the CDN, and retrieve the location of the audio on the CDN. Update the message.audio with the CDN location. Set message.enabled to true.

3. for each recipient which matches the message. id, allocate an extension and then send an SMS to the recipient detailing the extension number they need to call to listen to the message.

On completion, and continuing with this embodiment, the database may take the form illustrated in figure 10 where the extension table is labelled 1001 , the extension map tables 1002, the message table 1003, and the recipient tables 1004.

In practice the extension map tables for the recording phase are also deleted, as there no longer needs to be an association between the recorder and the extension.

In order to listen to a message a recipient:

1. receives an SMS message indicating that they have left a message on the system, detailing an extension number to call to listen to the message.

2. calls the extension number and the correct message is automatically played.

On the completion of the audio recording, the SMS will be automatically sent to the recipient.

Playing the audio occurs once an incoming call has been detected as a play action and the recipient identified, the call is then handled as follows:

1. The message is found using recipient.messagejd and the location of the audio file, message.audio, is identified.

2. the audio file is retrieved from the CDN and played to the user. In practice once the audio file has been played to the user, the system then allows a user to respond or delete a message through options on a key pad.

Claims

1. A voice message delivery method comprising the steps of: o receiving and storing, at a message bank, a voice message sent from a caller via a caller device; o storing an identifying code in association with the stored message for identifying the stored message; o generating, at the message bank, a text based notification message in response to the received voice message, the text based notification message including said identifying code; o sending, from the message bank, the text based notification message to at least one of: a caller messaging address of the caller device from which the voice message was received and at least one messaging address specified by the caller; o receiving, at the message bank, a request to access the stored voice message

including said identifying code, from a retriever device; o directly facilitating the access to said stored voice message by assessing said

received identifying code; and o sending, from the message bank to the retriever device, said voice message

identified by the identifying code.

2. A voice message delivery method according to claim 1, wherein said identifying code is or includes an extension number.

3. A voice message delivery method according to claim 2, wherein said identifying code is or includes an extension number and a caller ID number and the method directly facilitates the access to said stored voice message by assessing said caller ID number in association with said extension number.

4. A voice message delivery method according to any of the preceding claims, wherein said method allocates one or more extension numbers, and said method comprises the step of facilitating two modes of operation upon the dialling of said extension numbers; the first mode of operation being the recording of a voice message and the second mode of operation being the playback of a voice message.

5. A voice message delivery method according to any of the preceding claims, comprising the further steps of populating an extension table holding at least extension numbers.

6. A voice message delivery method according to any of the preceding claims, comprising the further steps of populating an extension map table holding at least a pair of an extension number and a caller ID number and associating said pair with a specific action of either recording or playing a voice message.

7. A voice message delivery method according to any of the preceding claims, comprising the further steps of populating a message table holding the location of a voice message, an enablement status, and a number employed for recording said voice message.

8. A voice message delivery method according to any of the preceding claims, comprising the further steps of populating a recipient table holding a reference to said voice message to obtain the location of the voice message along with a name and number of a recipient.

9. A voice message delivery method according to any of claims 5 to 8, wherein said tables have a ONE-TO-MANY interrelationship.

10. A voice message delivery method according to claim 5 and 6, wherein said method comprises a relational database query to JOIN the extension table with the extension map table.

1 1. A voice message delivery method according to claim 10, comprising the step of executing JOIN of extension and extension map tables.

12. A voice message delivery method according to claim 1 1 , further comprising the steps of populating a temporary table and removing from said table any rows where

extensionmap.callerid equals recipient.number or message. number.

13. A voice message delivery method according to claim 12, further comprising the step of obtaining the extension. id for a particular row.

14. A voice message delivery method according to claim 13, further comprising the steps of creating a new extension map for a specified extension. id and setting the caller.id to match either the recipient.number or the message. number dependent on the action.

15. A voice message delivery method according to claim 14, further comprising the steps of returning said new extension map to the caller.

16. A voice message delivery method according to any of claims 1 to 15, further comprising the steps of matching an incoming call by assessing the Called ID and the Caller ID; executing JOIN of extension and extension map; finding the row where extensionmap.caller-id=caller-id and extension. number=called-id; and if found returning an action of either a message-id or a recipientjd; or if not found returning NULL.

17. A voice message delivery method according to any of claims 1 to 16, further comprising the steps of creating a new message entry; allocating an extension for a message; creating new recipient entries for each recipient; and sending a text based message to the message. number with details of an allocated extension number.

18. A voice message delivery method according to any of claims 1 to 17, further comprising the step of receiving a text based message with only a number and an extension number.

19. A voice message delivery method according to any of claims 1 to 18, further comprising the steps of associating an incoming call with a record action, prompting a caller to leave a voice message, updating the message table with the location of the voice message, allocating an extension number, and then sending a text based message to the recipient detailing an extension number to call to listen to the voice message.

20. A voice message delivery method according to any of claims 1 to 19, further comprising the step of deleting an extension map associated with the recording phase of a voice message.

21. A voice message delivery method according to any of claims 1 to 20, further comprising the step of dispatching a text based message to a recipient containing an extension number to call; and receiving a call at said extension number to automatically play a message associated with the caller ID and the extension number.

22. A voice message delivery method according to any of claims 1 to 21, further comprising the step of playing the voice message once an incoming call is detected as a play action and the recipient is identified.

23. A voice message delivery method according to claim 1 comprising the further steps of: o receiving, at the message bank, an indicator of an intended recipient of the voice message; and o sending, from the message bank, the text based notification message to a

messaging address determined in dependence on said indicator.

24. A voice message delivery method according to claim 23 in which said indicator is a messaging address or said indicator serves to identify a messaging address already stored at the message bank.

25. A voice message delivery method according to claim 23 or claim 24 in which the indicator indicates a plurality of intended recipients, the method alternatively or in addition including the step of the message bank receiving a plurality of indicators of a respective plurality of intended recipients, of the voice message.

26. A voice message delivery method according to any of claims 23 to 25 in which the step of sending, from the message bank, the text based notification message, comprises the step of sending the text based notification message to a plurality of messaging addresses specified by the caller.

27. A voice message delivery method according to any of claims 23 to 26 in which the method comprises the further steps of receiving a plurality of requests to access the stored voice message including said identifying code, from respective retriever devices and sending, from the message bank to the respective retriever devices, said voice message identified by the identifying code.

28. A voice message delivery method according to any of claims 23 to 27 in which the identifying code is included in the request to access the stored voice message by one of: o the identifying code being embedded in a message sent to/received at the message bank; o the identifying code being encoded in a messaging address used in a message sent to/received at the message bank; and o the identifying code being provided in a data body of a message sent to/received at the message bank.

29. A voice message delivery method according to claim 28 in which a telephone system is used to send the request to access the stored voice message, and the identifying code is encoded in a telephone number used to connect to the message bank with one part of the number identifying the message bank and another part identifying the message.

30. A voice message delivery method according to any one of claims 23 to 29 in which the message bank is arranged to prompt for input of an identifying code after receipt of an initial access request.

31. A voice message delivery method comprising the steps of: o sending via a caller device to a message bank, a voice message from a caller; o receiving at the caller device, from the message bank, a text based notification message generated in response to the sent voice message, the text based notification message including an identifying code stored at the message bank in association with the sent message for identifying the sent message; and o forwarding the received text based notification message to at least one messaging address of an intended recipient of the voice message so that the intended recipient may retrieve the voice message from the message bank.

32. A voice message collection method comprising the steps of: o receiving at a retriever device, from a message bank, a text based notification

message relating to a stored voice message, the text based notification message including an identifying code stored at the message bank in association with the stored voice message for identifying the stored voice message; o sending, from the retriever device to the message bank, a request to access the stored voice message including said identifying code; and receiving, at the retriever device, from the message bank, said voice message identified by the identifying code.

33. A voice messaging method comprising the steps of: o a caller sending a voice message via a caller device having a caller messaging

address to a message bank; o receiving and storing, at the message bank, the voice message sent from the caller via the caller device; o storing an identifying code in association with the stored message for identifying the stored message; o generating, at the message bank, a text based notification message in response to the received voice message, the text based notification message including said identifying code;

34. A voice messaging method according to claim 33, comprising the step of the caller forwarding the text based notification message to a plurality of retriever devices, each having a different respective messaging address.

35. A voice messaging method comprising the steps of: o a caller sending a voice message, and an indicator of an intended recipient of the voice message, via a caller device to a message bank; o receiving and storing, at the message bank, the voice message sent from the caller via the caller device; o storing an identifying code in association with the stored message for identifying the stored message; o generating, at the message bank, a text based notification message in response to the received voice message, the text based notification message including said identifying code; o sending, from the message bank, the text based notification message to a

messaging address determined in dependence on said indicator of an intended recipient; o said intended recipient receiving the text based notification message at a retriever device; o said intended recipient using the retriever device to send, to the message bank, a request, including said identifying code, to access the stored voice message; o receiving, at the message bank, the request to access the stored voice message including said identifying code, from the retriever device; o sending, from the message bank to the retriever device, said voice message

identified by the identifying code.

36. A voice messaging method according to claim 14, comprising the steps of the caller device sending a plurality of indicators for a respective plurality of intended recipients, or sending an indicator which indicates a plurality of intended recipients and the message bank sending the text based notification message to a plurality of messaging addresses determined in dependence on said indicator or said plurality of indicators.

37. Voice message delivery apparatus comprising a message bank which is arranged under the control of software for: o receiving and storing, at the message bank, a voice message sent from a caller via a caller device; storing an identifying code in association with the stored message for identifying the stored message; generating, at the message bank, a text based notification message in response to the received voice message, the text based notification message including said identifying code; sending, from the message bank, the text based notification message to at least one of: a caller messaging address of the caller device from which the voice message was received and at least one messaging address specified by the caller; receiving, at the message bank, a request to access the stored voice message including said identifying code, from a retriever device; and sending, from the message bank to the retriever device, said voice message identified by the identifying code.

38. A voice message delivery system message bank which comprises: o a receiving and storing module arranged to receive and store, at the message bank, a voice message sent from a caller via a caller device, and to store an identifying code in association with the stored message for identifying the stored message; o a message generation module arranged to generate, at the message bank, a text based notification message in response to the received voice message, the text based notification message including said identifying code; o a sending module arranged to send, from the message bank, the text based

notification message to at least one of: a caller messaging address of the caller device from which the voice message was received and at least one messaging address specified by the caller; o the receiving and storing module being arranged to receive, at the message bank, a request to access the stored voice message including said identifying code, from a retriever device; and o the sending module being arranged to send, from the message bank to the retriever device, said voice message identified by the identifying code.

39. A voice message caller device arranged under the control of software for: o sending to a message bank, a voice message from a caller; o receiving at the caller device, from the message bank, a text based notification message generated in response to the sent voice message, the text based notification message including an identifying code stored at the message bank in association with the sent message for identifying the sent message; and o forwarding the received text based notification message to a messaging address of an intended recipient of the voice message so that the intended recipient may retrieve the voice message from the message bank.

40. A voice message retriever device arranged under the control of software for: o receiving from a message bank, a text based notification message relating to a stored voice message, the text based notification message including an identifying code stored at the message bank in association with the stored voice message for identifying the stored voice message; o sending, from the retriever device to the message bank, a request to access the stored voice message including said identifying code; and receiving, at the retriever device, from the message bank, said voice message identified by the identifying code.

41. Software for controlling the operation of a voice message retriever device configured to operate the method of any of claims 1 to 29.