EP0963646A4 - Serveur de courrier electronique utilise pour le filtrage et l'acheminement de messages - Google Patents

Serveur de courrier electronique utilise pour le filtrage et l'acheminement de messages

Info

Publication number
EP0963646A4
EP0963646A4 EP98908706A EP98908706A EP0963646A4 EP 0963646 A4 EP0963646 A4 EP 0963646A4 EP 98908706 A EP98908706 A EP 98908706A EP 98908706 A EP98908706 A EP 98908706A EP 0963646 A4 EP0963646 A4 EP 0963646A4
Authority
EP
European Patent Office
Prior art keywords
mail
recipient
server
profile information
critical
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Withdrawn
Application number
EP98908706A
Other languages
German (de)
English (en)
Other versions
EP0963646A2 (fr
Inventor
Robert H Franz
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Intervoice LP
Original Assignee
Intervoice LP
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Intervoice LP filed Critical Intervoice LP
Publication of EP0963646A2 publication Critical patent/EP0963646A2/fr
Publication of EP0963646A4 publication Critical patent/EP0963646A4/fr
Withdrawn legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/08—Indicating faults in circuits or apparatus
    • H04M3/10—Providing fault- or trouble-signals
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
    • H04L51/21—Monitoring or handling of messages
    • H04L51/212—Monitoring or handling of messages using filtering or selective blocking
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/53—Centralised arrangements for recording incoming messages, i.e. mailbox systems
    • H04M3/5307—Centralised arrangements for recording incoming messages, i.e. mailbox systems for recording messages comprising any combination of audio and non-audio components
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
    • H04L51/06—Message adaptation to terminal or network requirements
    • H04L51/066—Format adaptation, e.g. format conversion or compression
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
    • H04L51/21—Monitoring or handling of messages
    • H04L51/224—Monitoring or handling of messages providing notification on incoming messages, e.g. pushed notifications of received messages
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/45—Aspects of automatic or semi-automatic exchanges related to voicemail messaging
    • H04M2203/4536—Voicemail combined with text-based messaging
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42314—Systems providing special services or facilities to subscribers in private branch exchanges
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/53—Centralised arrangements for recording incoming messages, i.e. mailbox systems
    • H04M3/533—Voice mail systems
    • H04M3/53333—Message receiving aspects
    • H04M3/5335—Message type or catagory, e.g. priority, indication
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/53—Centralised arrangements for recording incoming messages, i.e. mailbox systems
    • H04M3/537—Arrangements for indicating the presence of a recorded message, whereby the presence information might include a preview or summary of the message
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/12—Arrangements for interconnection between switching centres for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal

Definitions

  • This invention relates to the routing and prioritizing of internet E-mail messages, and more particularly to the automatic notification of a party based upon the content of an E-mail message.
  • E-mail or electronic mail and use of the internet for communications is becoming one of the widest deployed technologies ever. However, this deployment has been limited to person-to-person mail messages, and not to device-to-person or even device-to-device messages.
  • a major problem is that many pieces of equipment, such as photocopiers, printers, and vending machines are not available with E-mail interfaces that allow for automatically sending status or alarm messages based on special conditions in that equipment to one or more E-mail addresses.
  • E-mail is a passive technology in that the mail is received and held in a mail box for the intended recipient until the recipient polls that mail box and actively queries that mail box to inspect for new mail.
  • critical, high priority mail may be mixed in the mail box with other E-mail of lower priority or less importance, such as personal messages or junk E-mail, causing high priority alert, status and alarm messages to be neglected for a period of time or, in the worst case, completely missed. Therefore, building a maintenance network around the internet is not practical due to the fact that such priority is lost when the message is mixed in with other internet messages.
  • Certain types of equipment for example a PBX, can log an error and output that error to a printer, but often people are not located near the PBX, thus the PBX must send the error message by telephone in a traditional manner. It is not yet possible for the PBX to send E-mail messages directly to a particular address or to a plurality of locations.
  • a further problem is that even if the equipment was capable of sending an E- mail message directly to a particular address, unless the recipient of the E- mail message is actually viewing the screen, there will be no immediate response to the E-mail message and perhaps a response may not occur for an extended period of time. Unquestionably, in an emergency situation, this is not an acceptable method for the delivery of critical messages.
  • the electronic mail server receives incoming mail from a sender, routes the incoming mail to a recipient, and determines which of the incoming mail is critical mail.
  • the server has a filter database with profile information about the recipient and includes custom selected trigger criteria for designating critical E-mail, and a call generator that establishes communication with the recipient in accordance with the profile information.
  • the system operates so as to correlate the incoming mail with the trigger criteria for determining which of the mail is critical mail and the call generator notifies the recipient that critical mail has been received.
  • the server also has a database controller that alters the data stored in the database, particularly the profile information and the trigger criteria.
  • the server may also be equipped with a text-to-speech converter that allows the recipient to receive the critical E-mail via telephone.
  • the server may have a feedback mechanism for relaying status information describing the status of the critical mail back to the sender, specifically whether the e-mail has been "opened". If the e-mail has not been opened within a time limit, an alternative notification mechanism is activated to notify alternative personnel, such as a supervisor, of the problem.
  • Application, Serial No. 08/806,556, filed concurrently herewith, having a common assignee, entitled INTELLIGENT E-MAIL INTERFACE, by Robert H. Frantz, is hereby incorporated by reference herein.
  • a technical advantage of my invention that it allows the use of the low cost internet communication worldwide network for urgent and critical communications that were previously not reliable because of the passive nature of internet mail box operations.
  • a second technical advantage is that it allows notification via multiple technologies of the receipt of specially coded E-mail messages which trigger the special filter conditions configured by each mail box user.
  • a third technical advantage is that it allows automatic escalation or reference to backup personnel if not responded to within a given time limit by the primary intended recipient.
  • a fourth advantage is that it allows the sender of the urgent E-mail to be notified if no contact is made with any of the intended recipients, either the primary, backup recipient or supervisory recipients, which further enhances the use of the internet for critical and urgent communications.
  • FIGURE 1 shows a schematic of an E-mail system that uses the internet
  • FIGURE 2 shows a schematic of the E-mail server
  • FIGURE 3 shows a flow diagram of the steps to notify the intended recipient of an urgent incoming E-mail message.
  • the invention is best embodied as an E-mail box server with two new, inventive functions.
  • the first function is notification via real time media of the recipient of an urgent E-mail message based on a filter criteria list by using communication devices such as telephones, pagers, and facsimile machines.
  • the second function is an automatic response back to the sender of the urgent E-mail message after certain criteria have expired, such as exceeding a time limit for response from the intended recipient. This automatic response would notify the E-mail sender that the emergency message has not been responded to, thereby allowing the sender to consider other courses of action.
  • the E-mail box server filters the incoming E- mail messages based on a customized filter having trigger criteria, which is stored in a filter database.
  • the trigger criteria can be set to activate on a particular intended recipient, a particular sender, and/or words, phrases, or data, coded or otherwise, located in the various fields of the E-mail (such as the "from” field, the "to” field, the "subject” field, or the "text” field). If such a trigger is made, the server then queries the database for the profile of the user to inspect if the user has enabled notification via a pager, a fax machine, an office or home phone number, or a cellular wireless phone number.
  • the server initiates outbound telephone calls to the enabled communication device(s) to notify the user, either through a voice message, a fax message or a pager notification that there is an urgent E- mail that meets the criteria in the filter list.
  • the user can either connect to the server and read the E-mail message, or if the server is equipped with text-to-speech functionality, the user can call via a phone line and listen to the contents of the E-mail message. If the database for this user also includes a fax number, the E-mail may be automatically converted to a fax and printed at the fax number indicated in the profile, as well as delivered in the manner(s) described above.
  • Another unction of the server is to allow real-time adjustments of the filter database and the mail box destinations. For instance, a technician that is responsible for a certain geographical region of maintenance of a piece of equipment, logs in at the beginning of the shift, notifying the server's database that the technician can be contacted if any filtered messages, i.e., urgent or specially coded E-mail messages, are received from any of the equipment in the region. During that time, if such E-mail messages are received, the server will query the database, determining which technician is the technician to be notified, look in the technician's profile and notify the technician via pager, cellular telephone, fax or wireline telephone.
  • filtered messages i.e., urgent or specially coded E-mail messages
  • a further function of the server is to allow the profiles of backup or supervisory personnel to be assigned so that if the primary technician does not respond to the server's request in a timely manner, i.e., before a preset time limit expires, the server will re-query the database and locate a supervisor or a backup technician, access their profile(s) and notify them accordingly, relaying information regarding a non-responded request, by either sending notification over the pager, the fax, cellular phone, etc.
  • Another E-mail message can be sent to the original sender of the request saying that emergency personnel were not successfully contacted, thereby allowing the sender to note that no action should be expected and that other courses of action should be taken.
  • FIGURE 1 shows four main components: a piece of equipment such as PBX 11, that is to be maintained or serviced and which is equipped with an E-mail message interface 101, the internet 12, an E-mail server 20, and a public switched telephone network (PSTN) 13, which has terminals such as telephones 103, fax machines 104, pagers 105, cellular phones 106 and LANs 107.
  • PSTN public switched telephone network
  • PBX 11 will output error messages not only to its display panel (not shown) but also to an error log 100 and to a printer 102.
  • the E-mail message interface 101 selectively outputs E-mail messages to internet 12 to specific addresses for maintenance personnel.
  • equipment for which this invention is useful include other telecommunications apparatus, a security/alarm system, a safety system that monitors detectors for fire, carbon monoxide, radon, poison gases, and/or water leakage, a vending machine that monitors the number of products and their expiration dates, a photocopier that monitors the amount of toner and paper, a home-type appliance such a refrigerator or washing machine, a weather alert system, a lighting system, a computer, a printer, a vehicle, a personal monitoring system that monitors the health and/or location of a person and a building environmental control system.
  • Server 20 is detailed in FIGURE 2, which includes a standard E- mail interface for internet 12.
  • Router and a filter 202 receives the internet E-mails, verifies that they are intended for the addresses assigned to the users of mail boxes on that server, and queries the database for each intended recipient's profile which is stored in filter database 203. If the E- mail contains any of the trigger criteria as indicated in the filter database for that user, outbound call generator 204 is activated which attempts notification at the telephone line, the fax number, the pager number and/or the cellular phone for that particular user, as specified by the database.
  • Inbound call database controller 206 allows technicians to call in from standard telephones or cellular phones to update their profile in the filter database, placing themselves on duty, taking themselves off duty, change their pager number, fax number, or telephone number, their notification criteria, filter criteria, and/or revise the current supervisory or backup personnel.
  • FIGURE 3 shows the steps followed in order to implement the notification of the intended recipient of an urgent or triggered E-mail message.
  • the first step is the equipment that is to be maintained or serviced, for example, PBX 11 (FIGURE 1), would detect an error or special status (step 300) that needs to be reported and would code an E- mail message and transmit that message via the internet addressed to the server and the intended recipient using a domain address in the well known manner.
  • the internet would route (step 301) it to server 20, and the server would then receive (step 302) the E-mail and filter the E-mail for the special coding (step 303) as indicated by the entries in the filter database for that intended recipient.
  • the server then re-accesses the database to activate the notification profile for that user, including the fax number, the pager number, LAN line and/or cellular numbers.
  • the server would then place the outbound call (step 305) to the appropriate number or numbers specified by the profile and start a timer. If the intended recipient does not timely respond, then the server would again re-query the database to determine if another number should be used. For example, if a first call was placed to the cellular number without response, the server may call the pager number.
  • the server would again re- query the database (steps 306, 304) to determine if backup or supervisory personnel have been assigned for alternative notification. If no supervisory or backup personnel are configured into the profile for the intended recipient, the server will send an E-mail back to the originator, the PBX in this case, notifying the PBX that no action will be taken and another course of action should be pursued (step 311). If such backup personnel or supervisory personnel is detected, calls will be attempted (step 309) to that personnel, and if no response received (step 310), then an E-mail would be sent to the originator (step 311), notifying them that no action will be taken and another course of action should be pursued.

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Multimedia (AREA)
  • Information Transfer Between Computers (AREA)
  • Data Exchanges In Wide-Area Networks (AREA)
  • Telephonic Communication Services (AREA)

Abstract

L'invention concerne un serveur de courrier électronique permettant de recevoir du courrier entrant provenant d'un expéditeur, d'acheminer ce courrier entrant à un destinataire, et de déterminer parmi le courrier entrant quels envois sont importants. Le serveur comporte une base de données filtre contenant des informations de profil sur le destinataire et des critères de déclenchement, un générateur d'appel permettant d'établir des communications avec le destinataire en fonction des informations de profil, et un filtre permettant de mettre en corrélation le courrier entrant avec les critères de déclenchement pour déterminer quels envois sont importants. Le générateur d'appel avise ensuite le destinataire de la réception de courrier important.
EP98908706A 1997-02-25 1998-02-24 Serveur de courrier electronique utilise pour le filtrage et l'acheminement de messages Withdrawn EP0963646A4 (fr)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US80528997A 1997-02-25 1997-02-25
US805289 1997-02-25
PCT/US1998/003637 WO1998037680A2 (fr) 1997-02-25 1998-02-24 Serveur de courrier electronique utilise pour le filtrage et l'acheminement de messages

Publications (2)

Publication Number Publication Date
EP0963646A2 EP0963646A2 (fr) 1999-12-15
EP0963646A4 true EP0963646A4 (fr) 2000-06-07

Family

ID=25191160

Family Applications (1)

Application Number Title Priority Date Filing Date
EP98908706A Withdrawn EP0963646A4 (fr) 1997-02-25 1998-02-24 Serveur de courrier electronique utilise pour le filtrage et l'acheminement de messages

Country Status (4)

Country Link
EP (1) EP0963646A4 (fr)
AU (1) AU6666998A (fr)
CA (1) CA2282502A1 (fr)
WO (1) WO1998037680A2 (fr)

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Also Published As

Publication number Publication date
AU6666998A (en) 1998-09-09
CA2282502A1 (fr) 1998-08-27
WO1998037680A2 (fr) 1998-08-27
WO1998037680A3 (fr) 1998-11-05
EP0963646A2 (fr) 1999-12-15

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