GB2332810A

GB2332810A - Telephone messaging system

Info

Publication number: GB2332810A
Application number: GB9727407A
Authority: GB
Inventors: Amour Helene St; Deborah L Pinard
Original assignee: Mitel Corp
Current assignee: Microsemi Semiconductor ULC
Priority date: 1997-12-29
Filing date: 1997-12-29
Publication date: 1999-06-30
Anticipated expiration: 2017-12-29
Also published as: DE19860429A1; GB2332810B; CA2255316A1; GB9727407D0

Abstract

A telephone network is disclosed in which incoming calls for a busy subscriber using telephone 5 are forwarded to another telephone 7 where the calls are answered by an operator or receptionist. The operator having answered the call alerts the subscriber by generating a message using a Message Generation, Storage and Display (MGSD) device 11 in the form of a personal computer. The message is then transferred to the subscriber's MGSD device 9 where it is stored for later retrieval. The message may be in the form of text and audio segments stored at the MGSD or on an associated server 1. Alternatively, the operator may generate the message by typing or speaking into the telephone handset. The messages may be context sensitive and contain information such as the caller's identity or time. Subscriber's are connected via a Local Area Network (LAN) or an Asynchronous Transfer Mode (ATM) network.

Description

f 2332810 TELEPHONE CALL MESSAGING This invention relates to the field of

telephony, and in particular to a method of telephone call messaging.

is When a first party is speaking on the telephone in a multi-telephone enterprise, it is not uncommon that a second call intend ed for the first party is received. The first party has typically entered a code to have such second calls transferred to another telephone, such as to an operator or receptionist (second party). The second party answers the second call, and in some systems enables a light or display message to be sent to the telephone of the first party, to indicate that an important call is waiting (call announce). This type of operation is obtained in the SX2000 TM telephone switching system using a Superset 7 TM operator terminal and Superset 4 TM LCD message display telephones, all sold by Mitel Corporation. The messages that are transmitted are preprogrammed into the switching system and are selected and transmitted to the telephone of the f irst party.

In that system, the call announce messages and light control signals are transmitted over the telephone lines (using data under voice in case the target line was busy). However, this system always involves actuation of circuits in a telephone. If the system is to be upgraded to provide new features, the telephone must be made either to anticipate all expected future features, which increases the cost of the telephone, or the telephone must be replaced, which can also be expensive.

Another type of system is described in U.S. Patent 5,657,446 issued August 12, 1997. This system utilizes a server to control telephone communications; 1 is each user of a telephone has an associated personal computer which is used as an aid to control communications. For example, the personal computer can be used to automatically dial numbers from a locally generated and stored directory of telephone numbers. Communication is controlled by a server. The computers and the server communicate via a local area network (LAN) or an asynchronous transfer mode (ATM) network. The telephones can be connected either to peripheral circuits that interface the server or to circuit cards plugged into the computers.

In the latter system the telephones that are used need not be special feature telephones, thus reducing cost. Because they have no capability of indicating that a call is waiting, there is a need to be able to announce that an important call is waiting in a manner such as to alert the user who is currently on the line. While such messages can be stored at the server and be transmitted to the user from time to time, this is both processor and memory intensive, particularly in a system with many telephones, slowing down operation of the server, or increasing its cost.

In an arrangement to be described, by way of example in illustration of the present invention, messages are generated by a message generation, storage and display (MGSD) device (e.g. a personal computer) in response to an incoming call which has been picked up, and the message is transmitted to the MGSD of the intended party. The message can be comprised of a control signal for invoking a message or series of segments of a message already stored at the MGSD of the intended party, can be a typed message by the person who picked up the call, can be a message or series of segments of a message stored at the server, can be an audio signal locally stored or stored at the server as r is one or a series of wav files, or can be an audio signal formed as a series of e.g. words or sounds which are locally stored but immediately sent to the MGSD of the intended party for immediate display by the MGSD.

By use of the term display is meant either visual or acoustic reproduction of the message.

It is an important aspect of the arrangement described that the transmitted message should be stored at the MGSD of the intended called party, rather than by the server. Disconnection of that MGSD from the LAN or data network will thus not disturb recall of the message by the intended party, and memory and processor load at the server will thus be minimized.

The MGSDs can be in communication either via the LAN or ATM network, or by another network such an external network.

In case the intended party has indicated that he is at a third location, the message can be sent to the third location by means of local software stored at the MGSD of the intended called party. At least part of the content of the message can be context sensitive and be variable as will be described later.

In a system which includes a first telephone to which an incoming call is intended, a second telephone which picks up the incoming call, and first and second message generation, storage and display apparatus (MGSD) associated with respective ones of the first and second telephones, a particular method of telephone call messaging to be described below by way of example in illustration of the invention includes the steps of generating a message at the second MGSD apparatus and transmitting it to the first MGSD, and storing the message at the first MGSD for subsequent pickup by a person associated with the first telephone.

is A better understanding of the invention will be obtained by a consideration of the detailed description given below, by way of example, in conjunction with the accompanying drawings, in which:

Figure I is a block diagram illustrative of a system on which the present invention can be implemented, and Figure 2 is a flow chart for use in describing the operation of an embodiment illustrative of the inventionReferring to the drawings, the aforenoted U.S.' Patent 5,657,446 describes a system which has a basic architecture as shown in Figure 1.

A server 1 is connected to a LAN or ATM network 3 (hereinafter referred to as a network). Telephones, e.g. first, second and third telephones 5, 7 and 9 are connected to line circuits of the server. Each of telephones 5 and 7, at least, has a message generation, storage and display (MGSD) apparatus, for example personal computers 9 and 11, associated with it. The MGSD apparatus are connected for data communication to the LAN or ATM network 3. The server is also connected to a public switched telephone network or wide area network (WAN) 12. Remote computers 14 and 16 can be connected to network 12 in a well known manner. Telephones 18 and 20 are connected to interfaces of computers 14 and 16, for example via a universal serial bus USB.

The server controls the interconnection of telephone calls, and various client based application programs are operated on the computers 9, 11, 14 and 16 to aid users in making telephone calls from handsets connected to them or to control which peripherals of the server should be used for particular calls, as described in the aforenoted patent.

is In an arrangement to be described by way of example in illustration of the present invention, the memories of the MGSD devices store call announce messages transmitted to them by another MGSD device. These messages can be selected by a user on an MGSD from a menu of messages displayed on his/her MGW. These messages can be pre-stored in a memory of the server, or can be pre-stored in the memories of the local MGSD devices, or can be typed into the MGSD by the user. The messages could alternatively be audio files stored as wav files, or stored acoustic signal segments which are assembled and are transmitted as a group or in a stream with or without an text message.

Consider now a typical call announce situation, as described with reference to the flow chart of Figure 2. A user is talking on telephone 5. The user of telephone 5 has invoked call forwarding on busy to telephone 7(A). The server 1 in response causes a program stored in computer 11 which is associated with telephone 7 to monitor the busy or idle status of telephone S(B).

Now another telephone call is received that is destined for telephone 5, its receipt being controlled by the server 1. The server transfers the call to telephone 7(D). The user of telephone 7 answers the call and determines that it is of sufficient importance that the user of telephone 5 should be notified of its arrival (E).

The user of telephone 7 can type a message on computer ll(F) and send it to computer 9 via network 3 and server I(G). The message can include a wav file, which causes computer 9 to acoustically reproduce it via its audio circuitry, and it can also to display the typed message on its monitor (H). The wav file can be a message such as "An important call has come in", or can be a part message such as "A call from ---- has come -6 in@@, where --- is a voiced representation of the caller's name typed in by the user of telephone 7. It can also record a message by invoking an application on his computer which lets him use the phone, or the speaker and microphone on the computer to create the wav file or screened file to be sent. The user of telephone 5 is thereby notified of the important call, and the call can be answered by the server 1 transferring the call to telephone 5 after noting that the telephone 5 is free by the current call being put on hold, or by terminating the current call (I).

In another call announce sequence, assume that a call for telephone 7 arrives through an external trunk to the server 1. A user at telephone 7 answers the is call. However, the system has been set up to have computer 9 which is associated with telephone 5 monitor the calls to telephone 7.

Now another call comes in for telephone 7. The server 1 receives the call and sends an indication of the incoming call intended for telephone 7, to computer 9, over the network 3. A software application operating in computer 9 displays a message to the user of telephone 5 that an incoming call has arrived for telephone 7.

The user of telephone 5 now intends to notify the user at telephone 7 of the arrival of the incoming call. To do so, using an application stored on his computer 9 he either types a message on his computer 9, or accesses a prepared message that has been previously stored either on the server or on his computer 9, and transmits the message over the network 3 to computer 11 which is associated with the user of telephone 7. Computer 11 displays the message to the user of telephone 7.

is The user of telephone 7 now has the option of replying to the displayed message either by using a predetermined message stored in a memory in server 1 or in a memory in computer 11 or by typing a message, or he can put his current call on hold or terminate it. Once the telephone 7 is free, the server transfers the call to telephone 7.

Instead of using typed or prestored text messages, voice messages stored in wav files in the local computer can be sent from one computer to the other through the server and the network. The voice message can be appended to a typed text or a selected stored message, or be sent on its own, or created at that time.

Indeed, the telephone at the message recipient's location need not be busy in order to send the voice message concerning the incoming call; the user can have set up the other telephone location to monitor his calls whether or not his telephone is busy, and the call transfer sent to the monitoring party's telephone if the incoming call is not answered after a predetermine number of rings, or if screened for example by a secretary. It should be noted that computers and telephones 14, 16, 18 and 20 can be substituted for, or be used in conjunction with computer 9 and 11 and telephones 5 and 7. Thus for example either a boss or secretary can be located at any location, and the functions described herein operated.

If the incoming call to telephone 7 is answered by the user of telephone 5 and the user of telephone 7 is absent, the message sent by the user of telephone 5 to computer 11 can be stored locally at computer 11 for later pickup by the user of telephone 7. The application program at computer 11 can then display the message, complete with any wav files, in a planner, or by any other useful means for display.

Instead of using computer 9 to transmit a message to telephone 11, if telephone 5 is connected to an interface card in the computer, such as to a universal serial bus, a control button on the telephone 5 could cause a message stored in computer 9 to be transmitted to computer 11. The message can be either or both of text in character or a wav file.

Different buttons could be used for different people, or groups of people, or for different messages.

The control signal resulting from depression of the button, or the message, can be context sensitive, so that it call announces at the destination from which the call was forwarded, automatically.

In addition, the user of telephone 7 could have invoked an additional call forwarding function of call control software in server 1, whereby after his call is picked up by telephone 5 and determined to have a high degree of importance, the call can be automatically forwarded to a further telephone 13 upon invoking of an application program stored in computer 9 which instructs server 1 to forward the call to telephone 13.

voice messages can be constructed of a plurality of message segments, with or without additions provided by the user of the telephone picking up the call. For example, there could be a prestored message which states "An important call for ---- has been received. The caller's name is The software stored in computer 9 accesses a database stored in server 1 which correlates the incoming directory number of the called party with the associated user's name and transmits the latter to computer 9. Alternatively, upon transfer of the call intended to telephone 5 the server can access the database and transmit the name of the called party is is to computer 9. Computer 9 then adds the name of the called party at.the location -------- The user of the telephone 5 then either types or speaks the name of the calling party. The computer 9 then adds the name of the calling party at the location ....... The result is a complete message to the user of telephone 7 at his computer 11. Voice to text conversion can be used to insert the text translation of the spoken word at the appropriate location in the transmission. Text to voice conversion can be used to insert translation of the database information transmitted from the server at the appropriate location with the audio message reproduced at the receiving computer.

Indeed, the content of the message and/or the required information to be inserted (whether textual or audio) can be sensitive to the context of the communication, e.g. at least one of the state of the call, at least part of the message, a characteristic of the first or second MGSD, a characteristic of the destination, and or real or relative time.

It should be noted that computer 9 may translate a stored message to voice, or may translate the words spoken by the user at telephone 5 to text, and use either or both as the message transmitted to computer 11 which it or they are displayed either or both visually and acoustically.

The system could alternatively provide "real time call announce" wherein the audio signal is streamed over the network instead of being recorded into a file and then sent. Streaming audio involves recording short, but contiguous short intervals of audio (typically less than one second each) and sending each audio interval the instant it has been recorded.

At the receiving end, each interval of audio is reproduced as it is received. If the intervals of audio are short enough and network delays short enough, this would give the impression of real-time communication.

A person understanding this invention may now think of alternate embodiments and enhancements using the principles described herein. All such embodiments and enhancements are considered to be within the scope of this invention as defined in the claims appended hereto.

j

Claims

1. A method of telephone call messaging in a system which includes a first telephone to which an incoming call is intended and a second telephone which picks up the incoming call, and first and second message generation, storage and display apparatus (MGSD) associated with respective ones of the first and second telephones, comprising:

(a) generating a first message at the second MGSD apparatus and transmitting it to the first MGSD, 10 and (b) storing the first message at the first MGSD for subsequent pickup by a person associated with the first telephone.

2. A method as defined in claim 1 in which the message is at least one of plural prestored messages.

3. A method as defined in claim 1 in which the message is typed using the second MGW.

4. A method as defined in claim 2 in which the message is a voice message prestored as a wav file, and transmitting the wav file to the first MGSD.

5. A method as defined in claim 2 in which the message is a voice message formed of a series of plural message segments each stored as a wav file, the sequence of message segments being determined by one of (i) a control signal generated by actuation of a hard or soft key at the second MGSD and (ii) a context of the call.

6. A method as defined in claim 2 in which the message is comprised of an audio signal formed of a series of plural message segments, locally storing the message segments at the second MGSD and then transmitting the second message segments immediately to the first MGSD as a streamed message, and displaying the streamed message at the first MGSD.

7. A method as defined in claim 6 in which a message is displayed at the first MGSD by an electroacoustic transducer.

8. A method as defined in claim 2 including appending a voice message to a text message as said generated message.

9. A method as defined in claim 8 in which the voice message is at least one of plural prestored voice messages.

10. A method as defined in claim 1 in which the generated message is transmitted from the second MGSD to the first MGSD via a server.

11. A method as defined in claim I in which the generated message is transmitted from the second to the first MGSD via a local area network (LAN) or an MGSD asynchronous transfer mode (ATM) network or a wide area network (WAN).

12. A method as defined in claim 2 in which the prestored messages are stored in a server to which the first and second MGSDs are connected.

13. A method as defined in claim 1 including transmitting the message stored at the first MGSD to a predetermined destination.

1 1

14. A method as defined in claim 13 including modifying the message prior to transmission to the predetermined destination in accordance with a context.

15. A method as defined in claim 14 in which the context is at least one of (i) the state of the call, (ii) at least part of the message, (iii) a characteristic of the first or second MGSD, (iv) a characteristic of the destination, and (v) time.

16. A method as defined in claim 1, including modifying the message prior to transmission to the first MGSD in accordance with a context.

17. A method as defined in claim 16 in which the context is at least one of (i) the state of the call, (ii) at least part of the message, (iii) a characteristic of the first or second MGSD, (iv) a characteristic of the destination, and (v) time.

18. A method as defined in claim 13 including preparing and sending a completely new message and transmitting it to the predetermined destination in place of or in addition to said first message.

19. A method as claimed in claim 1 substantially as described herein with reference to the accompanying drawings.