MXPA98002861A - Voice mail system with multi-returned mailboxes - Google Patents

Abstract

A voice mail system a voice mail box having a container of stored messages a plurality of messages and a pointer indicating a message in the message container. The pointer is initially set to point to a first message in the message container. A first user and access the voice mailbox. At the same time, or at any time thereafter, a second user also accesses the voice mailbox. Responsive to an order from the first user, the first message is handled to a first user. The pointer is then updated to point to a second user. Responsive to the order of a second user, the second message is handled to a second user, simultaneously with the first message being handled to a first user

Description

VOICE MAIL SYSTEM WITH MULTI-RECOVERY MAILBOXES Field of the invention The present invention relates to a system in which multiple messages can be retrieved from a single mailbox at the same time.

BACKGROUND OF THE INVENTION Voice mail systems allow multiple callers to leave messages in the called party's mailbox when the called party can not answer the telephone call. Called parties are often not available to retrieve and delete mail messages as quickly as they are deposited, thus requiring voicemail to have the ability to retain multiple messages. For example, calls for a switch are re-routed to a voice mail system during peak call periods, when all acceptors of the order are busy. As soon as the called parties attribute a financial value to the incoming calls, the called parties frequently request voice mailboxes with REF: 26883 sufficient message capacity to capture all incoming calls during peak call periods, which is intended to retrieve messages when the volume of incoming calls goes down. The recovered messages are then deleted, making space for new messages. A typical large mailbox can store 60 minutes of messages, although larger mailboxes become available.

A problem emerges with the current voicemail systems. The current systems use a "closing" mailbox system that allows each mailbox to be accessed by only one individual at a time. The mailbox is necessarily in voicemail systems because conventional mailboxes can only handle one message at a time. For example, a voice mail system of the prior art 100 is shown in Fig. 1. The callers 108a-z call the voice mail system 100 through the telephone network 104 and leave messages in one or more mailboxes 102a -z. Multiple callers can simultaneously leave messages in a single mailbox, such as 102a. However, prior art systems allow only one user at a time to retrieve a message from mailbox 102a because each mailbox can only handle one message at a time.

The called party accesses the mailbox by dialing the voice mail system, either directly, in the case of a local system, or through the telephone network, in the case of centralized network systems. The user then provides a mailbox number and password. The user then gains exclusive access to the mailbox - the mailbox can not be accessed by anyone else while the user is accessing the mailbox. In addition to only allowing access to a user, only one message can be handled to one user at a time. In this way, messages can be recovered sequentially in time, overlapping or concurrent recovery is not possible. As a result, the company that uses a voice mail system to capture calls during peak call periods can use only one employee to retrieve messages during low periods, even if multiple employees are available to retrieve messages. This has a negative impact on productivity. Additionally, the user recovering the messages can listen to all the messages sequentially, this way it takes the user one hour to listen to 60 messages of a minute, even if the messages were deposited over a very short time interval. Although some systems allow messages from high priority to be presented first to the called party, this merely changes the order of the sequence, not its length. The length of time to retrieve and delete messages keeps a user busy for a long period of time, and creates the opportunity that the mailbox will still have messages in when a new peak call period begins. The situation is exacerbated by improvements in storage technology which will make it possible to create mailboxes with many hours of message storage. A need emerges for the voice mail system in which multiple messages can be retrieved from a single mailbox at the same time.

Summary of the invention The present invention is a voice mail system in which multiple messages can be retrieved from a single mailbox at the same time. This improves staff productivity, and will allow voice mail systems to take advantage of technology improvements that increase message storage capacity.

The voicemail system of the present invention it comprises a voice mail box that includes a plurality of messages and a pointer indicating a message in the mailbox. The pointer is set to point to a first message in the voice mailbox. The first message is handled to a first user, responsive to an order from the first user. The pointer is updated to signal a second message in the voice mail box. At least a portion of the second message is handled to a second user, while the first user is being handled to a first user, responsive to an order from the second user.

BRIEF DESCRIPTION OF THE DRAWINGS The details of the present invention, both by their structure and operation, can be better understood by reference to the accompanying drawings, in which reference elements and designations refer to their elements.

Fig. 1 is a block diagram of a voice mail system 100 of the prior art.

Fig. 2 is an exemplified block diagram of a voice mail system 200 having mailboxes multi-recharge, according to the present invention.

Fig. 3a is a more detailed block diagram of voice mail system 200, shown in Fig. 2.

Fig. 3b is a more detailed block diagram of the controller 304, which is shown in Fig. 3a.

Fig. 4 is a flowchart of a multi-user message retrieval process 400, instrumented in a voicemail system 200.

Fig. 5a is a block diagram of a new message container 314, shown in Fig. 3, before the pointer of the first new message 312 has been updated, while a message is handled to a first user.

Fig. 5b is a block diagram of a new message container 314, shown in Fig. 3, after the pointer of the first new message 312 has been updated, while a message is handled to a first user.

Fig. 5c is a block diagram of a container of new messages 314, shown in FIG. 3, before the pointer of the first new message 312 has been updated, while a first message is handled to a first user and a second message to a second user.

Fig. 5d is a block diagram of a container of new messages 314, shown in Fig. 3, after the pointer of the first new message 312 has been updated, while a first message is handled to a first user and a second message to a second user.

Fig. 5e is a block diagram of a container of new messages 314, shown in Fig. 3, after the first message to a first user has been completely handled and while a second message to a second user is still being handled .

Fig. 5f is a block diagram of a container of new messages 314, shown in Fig. 3, after the first pointer 312 has been updated, while a second message is handled to a second user and a third message to a first user.

Detailed description of the invention A voicemail system 200, according to the present invention, is shown in Fig. 2. The multiple callers 108a-z call in the voicemail system 200 through the telephone network 104 and leave messages in one. or more mailboxes 102a-z. Multiple callers can simultaneously leave messages in a mailbox such as 202a. However, in contrast to the prior art, the mailboxes of the present invention are multi-recourse mailboxes. Multiple users, such as 106a-x, can retrieve multiple messages from the same multi-destination mailbox at the same time. The voice mail system 200 includes a plurality of multi-receiver mailboxes, in this way the multiple groups of multiple users can concurrently access more than one mailbox.

The voicemail system 200, of Fig. 2, is shown in more detail in Fig. 3. The voicemail system 200 includes an interface of the telephone network 302, a controller 304, a user interface 306 and a message storage apparatus 308. The telephone network interface 302 is coupled to the telephone network and manages the incoming calls from callers. The interface 302 is also coupled to a controller 304 and a message storage apparatus 308. As controlled by the controller 304, the interface 302 answers the incoming calls, quickly handles the callers, accepts the caller's commands, processes the voice messages that enter a suitable form for storage and transmit the processed messages to the message storage equipment 308, in which the messages are stored. The interface user 306 is coupled to the users of the voice mail system, the controller 304 and the message storage device 308. The user of the interface 306, under the control of the controller 304, accepts calls retrieved from the users, it handles and drives users, accepts orders from users, receives voice messages retrieved from message storage device 308 and handles retrieved messages to users. As is well known, the interface of the telephone network 302 and the user interface 306 can be combined in a single device, especially in those systems where users access the voice mail system through the telephone network.

The message storage apparatus 308 includes a plurality of multireacer mailboxes 202a-z. Each mailbox includes a container of new messages 314, which can hold one or more messages 316a-z. The new message container 314 stores the message which has not been handled by any user. Generally, messages are placed and retrieved from a container of new messages 314 in the order in which they are received, thus the container of new messages 314 constitutes a queue of calls first entries, first exits. The order of the messages in the call queue can be affected by the use of the message prioritizer. As is well known, message prioritization systems can place the last received messages with the highest priority in the container ahead of the low priority messages which were received earlier. When the message prioritizer is in use, the messages are grouped in the first container in order of priority, then, within each priority grouping, in the order received.

The multi-destination mailbox 202a includes a first new message pointer (FNMP) 312. The FN P 312 is used exclusively to retrieve messages and always points to the next message which is about to be recovered. Prior art voice mail systems do not have pointers like the FNMP, they simply execute any message that is at the head of the call queue to the only allowed user. The FNMP 312 allows multiple users to access multiple messages in the same mailbox at the same time. When a first user accesses a mailbox and orders a message to be handled, the message which is handled is the message for which the FNMP 312 is pointing. Once the message begins to be handled, the FNMP 312 is modified to signal the next message in the container of new messages. A second user can access the mailbox while the first message is being handled and a second message is ordered to be handled. The second message is the message for which the FNMP is pointing. At least a portion of the second message is being handled while the first message is still being handled. Once the second message begins to be handled, the FNMP 312 is modified to signal the second message in the container of new messages. A third user, etc., can access the mailbox to handle the following message. Alternatively, a previous user accessing the mailbox, such as the first user, whose message is finished handling, can handle the following message. This scheme is able to accommodate any number of concurrent users and any number of messages being handled concurrently. Of course, the number of concurrent users may be limited by other factors, such as hardware limitations on the number of messages which may be handled concurrently, etc.

The multi-destination mailbox 202a also includes a stored message container 318 and a first stored message pointer (FSMP) 317. The stored message container 318 is similar to the new message container 314, but stores saved messages 319a-z, which were stored. in the container of new messages 314, but that had been handled by a user and saved. A user handling a message from the new message container 314 has the option to delete or save the message after it has been handled. If the user selected to store the message, it is stored in the stored message container 318. The FSMP 317 allows multiple messages to be handled from a container of new messages 318 similarly to the way in which messages are handled from the container of new messages 314.

Controller 304 of Fig. 3a is shown in more detail in Fig. 3b. The Processor 350 executes the instructions of the program which implements the functions of the present invention. The telephone network interface 352 connects to the telephone network interface 302 of FIG. 3a and communicates the necessary signals for the controller 304 for the control interface 302. Likewise, the user interface adapter 354 connects to the the user interface 306 of Fig. 3a and communicates the necessary signals to the controller 304 for the control interface 306. The memory 356 is accessible by the controller 350 and stores the program instructions and data necessary for the operation of the processor 350 These devices are all coupled by way 353.

The memory 356 can be one or more of a number of well-known apparatuses, such as random access memory, read-only memory, erasable read-only memory, hard drive mechanisms, flexible magnetic disk mechanisms, tape mechanisms, optical mechanisms, etc. The memory 356 includes the partition of the program 360. The access routine 361 implements the process which allows callers and users to access the voice mail system. Message storage routine 362 executes the processes which allow the messages to be stored in the voice mail system. The message storage routine executes the recovery process, shown in Fig. 4, which allows multiple users concurrently access to the mailbox. The data partition 358 includes data messaging 359, which is used by a processor 350 to carry out the program routines. For example, data messaging includes mailbox identifiers, such as mailbox numbers, mailbox passwords, etc.

Figures 3a and 3b show the memory 356 as distinct from the message storage apparatus 308. The message storage apparatus 308 can be any analog or digital storage device capable of storing voice messages in different places. In a preferred embodiment, a hard disk mechanism is used to store voice messages in digitized form. Each digitized voice message can be stored as a separate folder, providing different and easily accessible places for each message. The data needed to manage the message containers and the pointers of the first new message are also stored in the mechanism of the hard drive or random access memory. In the same way, in this mode, the majority of the contents of the memory 356 is stored in one or more folders on the same mechanism of the hard disk, with the remainder of the contents of the memory 356 stored in the random access memory for immediate access by the processor 350. The precise organization of the folders and the structures of the data are details of execution which are within the abilities of any trained in the art.

Other preferred embodiments are also possible. For example, messages can be stored in some separate tape mechanisms. In this mode, the data necessary to manage the message containers and the first new message pointer are also stored in the hard disk mechanism or in the random access memory. The stored data could, of course, refer to the places on the tape mechanism. Other equivalent modalities may also be provided based on exchanges between the total result and the cost of the messaging system.

Fig. 4 shows the recovery process in more detail. Fig. 4 is better understood when viewed in conjunction with Figs. 5a-f. Although Fig. 4 and Figs. 5a-f show the retrieval of messages from the new message container 314 of FIG. 3, the message retrieval process of the stored message container 318 is similar. In step 402, a user accesses the voice mail system. Typically, the user does this by dialing an access code or pressing a button with a special function on a telephone equipment. The voice mail system answers the access call and a connection with the user is established. In step 404, the voice mail system receives the mailbox number to be accessed and a password used to ensure that only authorized users access the mailbox. The mailbox number can be sent to a voice mail system in a variety of ways. In some system, each access code corresponds to a particular mailbox number, so the mailbox number is inherent in the access code used. In other systems, the mailbox number can be sent to the voicemail system when a special function button on the telephone set is pressed. In such systems, the number of the mailbox sent is based on the particular apparatus in which the button is pressed, or on the line for which the button is pressed. telephone device is connected. Even in other systems, the voice mail system prompts the user to enter a mailbox number. In general, most systems prompt the user to enter a password after the mailbox has been selected.

In step 406, the voice mail system prompts the user to handle the next message. Typically, this impulse is a registered voice, but other indicators such as tones or lights, can be used instead. In step 408, the user places an order to the voice mail system to handle a new message. Typically, such commands are entered by the user by pressing one or more tone touch keys or buttons with special functions in the telephone set. However, some systems may use speech recognition to respond to voice commands issued by the user. In step 410, the voice mail system accesses the mailbox indicated by the information received in step 404. The FNMP for that mailbox is accessed and the message indicated by the FNMP is selected. The voicemail system then starts to handle the message. When the message has been completed, the user is prompted to erase the message.

Referring briefly to Fig. 5a, the new message container 314 and the FNMP 312 are shown immediately after executing step 410 of Fig. 4. A User 1 has accessed the system and orders a message to be handled. The message handled is the one signaled by the FNMP 312, which is the message 316a. The message has started being handled for User 1, as indicated by the arrow to User 1.

After step 410, the recovery process continues in two ways. The process continues with step 418, in which the voice mail system ends up handling the message to the user. The user is then prompted to delete the message. Typically, the arrangement comprises simply erasing the message. Nevertheless, other well-known voice mail functions can be executed, such as saving or forwarding the message. In any case, the message is deleted from the container 314, although it may be stored elsewhere in the voice mail system. This process path is now complete and the user has become available to handle another message. The availability of the user is indicated by the dotted line which goes to step 416, which is a stage of which depends on the availability of the user.

The other path of step 410 leads to step 412. As soon as a message is selected and after it is fully handled, it is determined, in step 412, whether any message remains in the container. If not, the mailbox is emptied and the process ends. If so, the process continues with step 414, in which the FNMP is updated to signal the next message in the container.

Referring briefly to Fig. 5b, the new message container 314 and the FNMP 312 are shown immediately after executing step 410 of Fig. 4. The FNMP 312 has been updated to signal the next container message, which is the message 316b. Message 316a continues to be handled for User 1.

In step 418, it is determined whether the user is available to listen to a message. This is the case where a user has just accessed the system or where a user has just finished listening and deleting a message. If there are no users available, the system waits for one that becomes available. When a user is available, the process continues with step 406, in which the voice mail system urges the available user to handle the next message.

The process 400 can accommodate a plurality of concurrent users of the same mailbox. Each user accesses the system, enters the same mailbox number and enters the circuit of stations 406 to 418. As soon as any user becomes available, the user is prompted to handle the following message, which is always the message indicated by the FNMP.

Referring briefly to Fig. 5c, the new message container 314 and the FNMP 312 are displayed immediately after executing step 410 of Fig. 4 for a second user, User 2. User 2 has accessed the mail system of voice and order that the message be handled. The message handled is that indicated by the FNMP 312, which is the message 316b. Two messages are being handled at the same time, message 316a for User 1 and message 316b for User 2.

Returning to Fig. 5d, the new message container 314 and the FNMP 312 are displayed immediately after execute step 414 of Fig. 4 when two messages are being handled. The FNMP 312 has been updated to point to the next message in the container, which is message 316c. Message 316a continues to be handled for User 1 and message 316b continues to be handled for User 2.

Returning to Fig. 5e, the new message container 314 and the FNMP 312 are displayed after step 418 of Fig. 4. Message 316a has been completed from being handled for User 1. User 1 has ordered that the message 316a is deleted, in this way the message 316a is no longer present in the container of new messages 314, but the message 316b continues to be handled for User 2. In a typical execution of the container, the messages in the container do not they are really moved, but preferably the pointers which are internal to the container are adjusted. The administrator of such containers is well known to those skilled in the art and is not related to the operation of the FNMP 312, which always indicates the following message which is to be handled, regardless of the location of that message in the container.

Because User 1 has completed listening to the 104a message, User 1 is now available to listen to another message. As seen in Fig. 4, the recovery process recognizes the availability of User 1 in step 416 and continues with step 406. In step 406 of Fig. 4, User 1 is prompted to handle the following message . In step 408, User 1 orders the next message to be handled and in step 410, the voice mail system begins to handle the next message. The message handled the message indicated by the FNMP 312, which is the message 316c, as shown in Fig. 5e. In step 412, it is determined that the message remains in the container, thus, in step 414, the FNMP is updated. Returning to Fig. 5f and referring to Fig. 4, the new message container 314 and the FNMP 312 are shown immediately after executing step 414 of Fig. 4. The FNMP 312 has been updated to signal the following message , which is the following 316d. Message 316b continues to be handled by User 2 and message 316c continues to be handled by User 1.Although a specific embodiment of the present invention has been described, it will be understood by those skilled in the art that other modalities exist which are equivalent to the described modality. Therefore, it is to be understood that the invention is not limited by the specific illustrated embodiment, but only by the scope of the appended claims.

Having described the invention as above, the content of the following is claimed as property

Claims (10)

Claims

1. A method of voice messaging in a voice mail system characterized in that it comprises a voice mail box including a plurality of messages and a pointer indicating a message in the mailbox, the method comprises the steps of: set the pointer to point to a first message in the voice mailbox; handle the first message to a first user, responsive to an order from the first user; update the pointer to point to a second message in the voice mailbox; Y handle at least a portion of the second message to a second user, while the first message is being handled to a first user, responsive to a command from the second user.

2. The method of claim 1, characterized in that the messages in the mailbox are new messages.

3. The method of claim 1, characterized in that the messages in the mailbox are saved messages.

4. A voicemail messaging system characterized in that it comprises: a message storage apparatus including a voice mail box storing a plurality of messages and a pointer indicating a message in the voice mail box: a user interface, coupled to the message storage apparatus, handling voicemail messages from the message storage apparatus and prompting users and receiving user entries; a memory, storing instructions and program data; Y a controller, coupled to the user interface, the message storage device and the memory, executing instructions of the memory program to perform the steps of: set the pointer to point to a first message in the voice mailbox; handle the first message to a first user, responsive to an order from the first user; update the pointer to point to a second message in the voice mailbox; Y handle at least a portion of the second message to a second user, while the first message is being handled for a first user, responsive to an order from the second user.

5. The system of claim 1, characterized in that the messages in the mailbox are new messages.

6. The system of claim 1, characterized in that the messages in the mailbox are saved messages.

7. The system of claim 1, characterized in that the message storage apparatus is a disk mechanism.

8. A voicemail system characterized in that includes: a voice mail box storing a plurality of messages and a pointer indicating a first message; a recording reading device of the first message, handling the first message for a first user, responsive to an order of the first user; an apparatus for updating the pointer, updating the pointer to point to a second message in the voice mail box; Y a recording reading device of the second message, handling at least a portion of the second message for a second user, while the first message is being handled to a first user, responsive to an order of the second user.

9. The system of claim 8, characterized in that the messages in the mailbox are new messages.

10. The system of claim 8, characterized in that the messages in the mailbox are saved messages.