WO1999033248A1

WO1999033248A1 - Telephone answering equipment and method for transferring information to telephone equipment

Info

Publication number: WO1999033248A1
Application number: PCT/SE1998/002200
Authority: WO
Inventors: Stefan Willehadson; Jan Gabrielsson; Hans Hall
Original assignee: Telefonaktiebolaget Lm Ericsson (Publ)
Priority date: 1997-12-19
Filing date: 1998-12-01
Publication date: 1999-07-01
Also published as: CA2315385A1; EP1044556A1; KR20010033305A; JP2001527336A; AU1792299A; SE511118C2; SE9704768D0; SE9704768L

Abstract

The present invention relates to advanced telephone answering equipment, also called a call centre, and to a particular type of message intended to be received by the call centre. The message includes information intended for a receiving person and a machine code intended for the call centre. The message is edited by a sending person, such as to divide the information and the machine code in different blocks. The receiver can cause the call centre to present the information in the message in a desired manner, i.e. in the same way as a caller can be presented with information from a call centre at the present time. The structure in which the message can be presented has, however, been made possible by the sender in the editing or formulating process. The machine code is, for instance, transferred as a DTMF-code.

Description

TELEPHONE ANSWERING EQUIPMENT AND METHOD FOR TRANSFERRING INFORMATION TO TELEPHONE EQUIPMENT

FIELD OF INVENTION

The present invention relates to a telecommunications system and in particular to speech response messages in such a system.

BACKGROUND OF THE INVENTION

The term call centre is nowadays an established term for advanced telephone answering equipment. A traditional telephone answering machine responds to a call by playing back a voice message and by allowing the caller to leave a voice message. In its simplest form, a call centre differs from a typical telephone answering machine by enabling the receiver to choose from among a number of delivered voice messages and to readily control the order in which the messages are read out. These simple call centres can be obtained for private use and plugged into the user's telephone jack.

Other call centres enable the caller to choose which information he/she shall listen to from the call centre. The caller hears a message informing him/her as to what other information is available. The message also tells the caller how this other information can be obtained. Normally, the caller controls the call centre by sending DTMF-signals from his/her telephone. DTMF-signals are sent from a button telephone, by pressing # followed by a digit. With the aid of this control, the caller is able to make his/her way through the information structured by the owner of the call centre. It is also possible for the caller to leave information. Information is most often delivered in speech form and registered by the call centre. However, the call centre may also ask for data in the form of DTMF- signals .

The owner of the call centre has a predetermined structure for the information that can be delivered. The purpose is to facilitate processing of information that would otherwise be difficult to interpret. As a result, only information that follows the specific structure can be delivered.

Some call centres also enable a caller to reach a human operator.

U.S. Patent Specification 5,627,884 addresses a problem that can arise with telephone queues, or waiting lines, to the operators of a call centre. Telephone queues mean that line- connections must be setup and maintained, , despite the fact that no communication takes place via these lines during the waiting period. The caller is forced to wait, but dare not replace his/her receiver because of the risk of losing his/her place in the queue. The solution taught by U.S. 5,627,844 in respect of this problem involves the call centre asking for and registering the caller's telephone number. The telephone number is given in the form of DTMF-signals . The various telephone numbers are then called in their queuing order, as the operators become free. U.S. Patent Specification 5,058,150 describes a call centre which is able to register a telephone number given by a caller in the form of DTMF-signals . The registered telephone number makes re-calling easier on the part of the receiver.

In the aforedescribed examples, it is the owner of the call centre that has structured the form in which information can be delivered to the call centre.

SUMMARY OF THE INVENTION

The present invention addresses a problem consisting in the difficulty experienced by the receiver of a speech response message in understanding the information contained in the message. This difficulty increases when the message contains information that is difficult to discern or understand, for instance telephone numbers or other digital information, mixed with information that can be easily understood. The difficulty also increases when important or significant information is mixed with information that the receiver finds less important. The difficulty also increases when the message is long. These difficulties may mean that the receiver is forced to listen to parts of the message that contain information of no interest to him/her in order to arrive at essential parts of the message. These difficulties may also sometimes force the user to listen to the message several times in order to understand correctly information that is not readily understood.

One object of the present invention is to enable the sender of the message to structure the information so that it will be more easily understood by the receiver. The sender shall be able to structure the information in a manner applicable to its contents. This will enable the receiver of the message to understand the information more easily. The receiver shall also be able to choose those parts of the information that are of interest to him/her.

The aforesaid problems are solved in accordance with the present invention in that the sender of a speech response message structures the message and includes a machine code. The machine code is intended for the receiving call centre. The receiver of the message obtains information from the message, by sending control signals to the call centre. The call centre interprets these control signals with the aid of the machine code contained in the message, whereafter the desired information is presented to the receiver.

More explicitly, the sender composes or formulates the message with the information grouped in different segments. One of these segments contains a first instruction to the receiver, informing the receiver of the control signals to be sent to the call centre in order to receive further information. The following segments contain machine codes and further receiver information. This further information is given to the user in accordance with the instructions given to the call centre by the user. The user can also be given the possibility of simply calling the person who has left the message .

Information in the message that is not speech data, for instance machine codes, can be transmitted as DTMF-signals . The sender is provided with a teleterminal connected to the telecommunications system. The user formulates the message, via his/her teleterminal.

The receiving call centre is also connected to a telecommunications system and includes software that can interpret the syntax of the machine code contained in the message .

One advantage afforded by the present invention is that the receiver is able to understand the information in the message more easily, without having previously been given a message template. The receiver can also ignore those parts of the information that he/she finds of less interest.

Another advantage afforded by the invention is that that can be sent speech response messages which are more advanced than those that are normal at present . Such advanced messages can be obtained at present, by calling a call centre. Present-day advanced call centres have comprehensive information that has been structured so that a caller can obtain the information desired and can easily understand said information. The present invention enables a sent message delivered to a call centre to be structured in a similar manner. The receiver can then readily avail himself/herself of the information in the message in a way similar to what is possible at present for a caller who calls a call centre.

The invention will now be described in more detail with reference to preferred embodiments thereof and also with reference to the accompanying drawings . BRIEF DESCRIPTION OF THE DRAWINGS Fig. 1 illustrates a telecommunications network that has connected thereto transmitter terminals belonging to a sender, and a SAM belonging to a receiver.

Fig. 2 is a structural diagram illustrating how information in a formulated voice message can be presented to a receiver.

Fig. 3 is a principle illustration of the information format of a formulated voice message.

Fig. 4 is a principle illustration of how information blocks are stored.

Fig. 5 illustrates SAM in block form.

DETAILED DESCRIPTION OF PREFERRED EMBODIMENTS

According to the present invention, there is sent a formulated voice message, hereinafter referred to as the message of a sending person to a receiving person. The sender has at his/her disposal transmitter equipment connected to a telecommunications network. The receiver has at his/her disposal a special call centre, hereinafter referred to as call centre, which is also connected to the telecommunications network. A message is sent from the transmitting equipment to the call centre, via the telecommunications network.

Shown in Fig. 1 is the sender A, the receiver B, two pieces of transmitting equipment PC, MS, the telecommunications network TelN and the call centre AM. In the Fig. 1 illustration, these pieces of equipment are interconnected in the aforedescribed manner. Also indicated in Fig. 1 is how the message, AVM, is transmitted from respective transmitting equipment PC, MS to the call centre, AM. The transmitter equipment PC, MS and the call centre AM include physical user interfaces. The sender A can control the transmitter equipment PC, MS and the receiver B can control the call centre AM via these user interfaces.

The transmitter equipment PC, MS is comprised of a teleterminal that is able to record and register speech and data for a message AVM, and that is also able to formulate a message AVM from this information. To this end, the transmitter equipment must include a button pad, a register, a control unit and, preferably, a facility which will enable the manner in which the message AVM is formulated to be presented visually to the sender B. The transmitter equipment PC, MS may, e.g., consist of a modified mobile station or a personal computer equipped with a modem for connection to the telecommunications network TelN.

The sender creates the message AVM in the transmitter equipment PC, MS and then transmits the message, which is received by the call centre. In order to create the message AVM, at least one sequence is recorded with voice information. The message is then formulated by the sender A. Formulation of the message includes instructions intended for the call centre AM. Further information intended for the receiver B can also be included in the message AVM when formulating said message. This further information may consist of voice information, although it may also comprise information stored in text or digit form. When formulating the message AVM, the message information is structured so that it will easily be understood by the receiver B.

Fig. 2 is a diagrammatic illustration of how the information in a message AVM has been structured. The diagram has the form of a root system that includes a first "bubble" from which a number of branches extend to further bubbles . Each bubble represents certain information imparted to the receiver B. The first bubble at the top of the diagram includes text within citation marks. This text represents the first voice information heard by the receiver B when listening to the message.

In the illustrated case, this first piece of information is as follows: "Hello! This is the car dealer. In accordance with your request, I have found three cars that may be of interest to you. One is red, the other is blue and the third is green. For more information about the red car, please press 1 on your keypad; for more information about the blue car, press 2; and for more information about the green car, press 3" .

Three branches extend from the first bubble. The first bubble of respective branches gives further information concerning the red car, the blue car, and the green car respectively. If the receiver B presses digit 1 on the call centre, the following message will light up. "The red car is a Volvo 747 -95 model. It has only gone 4,000 metric miles. The price is SEK 110,000. If you want this data printed out, please press 2. If you would like to talk to our salesman, press 1 for connection" .

Assume that the receiver B then presses 2 on the call centre. Information included by the sender in the message AVM concerning price, mileage and model with respect to the red car, will then be shown in text form, either on a screen on the call centre intended for this purpose, or through a paper printout .

If, instead of pressing 2, the receiver B presses 1 on the call centre, the call centre will initiate a call setup with a teleterminal belonging to the retailer.

If the receiver B chooses to listen to information concerning the blue car or the green car, choices that correspond to the branches relating to the red car are available.

The format of the data in the message AVM has been well structured, so that the information in the message AVM can be presented to the receiver B in the manner intended by the sender A. An example of the structure of a message AVM as it is intended to be sent from the transmitter equipment PC, MS and received by the call centre will now be described.

The message AVM is divided into three sequences. The first sequence includes speech which constitutes the first piece of information received by the receiver B. For instance, the initial sequence may begin "Hello! This is the car dealer..." The information in this first sequence is exactly the same as in earlier known voice messages. The second sequence includes an identification code that reveals that this message is a formulated voice message AVM. The third sequence includes formulated information intended for the receiver B and a machine code to the call centre. The three sequences are sent sequentially in the order of their numbering .

Speech

AVM Identification code

Edited machine code and information

The identification code and the machine code to the call centre are given with a DTMF-code. A DTMF-code is well known to the person skilled in this art. The DTMF-code is a compilation that includes 3*4=16 different symbols. The machine code is given with a fixed number of DTMF-characters . The number of DTMF-characters determines how many different machine codes are to be found. 16² different machine codes are possible when two DTMF-characters are used.

Numerical values are given with a first DTMF character that gives the number of following digit characters. The number of digit characters then follows. Similar to the digit characters, the first DTMF character is coded as hexadecimal values .

Letters are represented by two hexadecimal values. This enables an ASCII code 0.255 to be obtained.

In order to enable the call centre to interpret a received DTMF-character correctly, i.e. shall it be interpreted as a letter, a numerical value or a machine code, the machine code and the information in the third sequence must be structured strictly.

For this reason, the third sequence is divided into different blocks . Each block includes in turn a machine code and user information. The third sequence is commenced with a first block that reveals how many subsequent blocks are included in the third sequence .

(n) Number of blocks

Block(l)

...

Block (n)

Each block is also hard structured. The block commences with a first machine code that identifies the type of block concerned. There then follows a further machine code and user information, depending on the type of block. The block is terminated by information stating which block shall be executed after the block at present in question. If the next block is given as 0, the presentation of said message AVM is terminated.

Type

Data/Parameters

Next block

In the case of the illustrated embodiment, there are six different types of blocks. These different types are: Speech, Selector, Jump, Calling, Text and Pause.

A speech block is used to transmit speech. The speech block consists of the initial speech-type character, which is followed by the actual speech, and with finally information as to which block will follow.

Speech-type

Speech

Next block

A selector block includes control data that associates a given block with a given code given by the receiver B, for instance via a button pad on the call centre.

The selector block is begun with the type-character of a selector block. There then follows a number which denotes the number of possible selection. This is followed by the number of characters included in the first selection, or choice, followed by the DTMF-characters that shall be included in the first selection. The last character in the code of the first selection is followed by the number of the block that shall be executed if the receiver B presses the first code.

In the same way as with the first selection, the lengths, codes and following blocks that shall be executed are given for the following selections. Located last in the block is the number of the block that shall be executed if none of the selectable codes has been taken.

...

Number (m2)

( 2) Block number to jump to

...

(m3) Length of code n

Number (1)

...

Number (m3)

(k3) Block number to jump to

Next block

The function of a Jump-type block is to move the execution of a next-following block. This is composed of a type character followed by the number of the block to be executed. The block is terminated with the number of the next block.

Jump type

Block number

Next block

A calling-type block includes a telephone number and an instruction for calling this number. This block is commenced with the type-character Calling followed by information denoting the number of digits in the arriving telephone number, and thereafter the digits in said telephone number and lastly the number of the block to be executed after Calling.

Calling type

(n) Number of digits

Number (1)

Number (n)

Next block A Text block includes text information intended for the receiver B, in addition to a machine code. The text block is commenced with the type character Text followed by information concerning the number of characters that follow, among other things in the form of letters. The characters then follow, terminating with the number of the next- following block to be executed.

Text type

(n) Number of characters

Characters (1)

...

Characters (n)

Next block

A Pause block is used to delay continued execution until the receiver B confirms continued execution.

Pause type

Next block

In the aforedescribed blocks, type characters and the majority of numerical values are in machine code. This code and other data that is not in speech form are DTMF-coded as before described.

Fig. 3 illustrates the total format of the message AVM sent by the car dealer to the receiver B. The message shown is the same message AVM as that shown in the information structure of Fig. 2, although Fig. 3 shows the format. Some of the text shown in Fig. 3 is written in i talics . Text in this format is not intended to be sent in the message but is merely given by way of explanation so that the various data functions can be better understood. Because the format for each block has been hard structured, the length of each block is known with the exception of some flexible data. The length of these flexible data are therefore given in each block, whereby the length of each block will be known. Consequently, when a receiver B indicates the block, which he/she wishes to receive, the block can be easily found and executed by the call centre. Fig. 4 is a principle illustration of how a sequence of different blocks belonging to the message AVM is stored in a register. Each block takes-up a certain amount of space in the register; the size of said space being known from the information concerning the flexible data and the type of blocks. A block can be found, by virtue of its place in the register being known. The place in which a block is accommodated is determined by the size of the space that was taken-up in the register by earlier stored data.

However, a speech block differs from the remaining blocks, by virtue of the fact that the length of its flexible part is not given in the block. The end of a speech block can be found, because the block is terminated with a DTMF-code.

Fig. 5 is a block schematic, which illustrates the call, centre, AM. The call centre AM includes a port P to the telecommunications network TelN, a control unit CPU, a user interface UI, a register REG and a DTMF-detector, DTD. All blocks are connected to a common databus DB, via which control signals are transferred between the control unit CPU and the remaining units. The call centre also includes a connection CN1 from the port P to the register REG, a connection CN2 from the register REG leading to the DTMF-detector DTD and to the user interface UI . The call centre also includes a connection CN3 from the register REG to the port P and a duplex connection CN4 between the port P and the user interface UI .

The function of the control unit CPU is to control the remaining units in the call centre AM. The control unit CPU is assisted by the DTMF-detector DTD that is able to interpret the DTMF-code and convert this code to a code that is understood by the control unit CPU.

The user interface UI includes loudspeaker equipment, a window for visual presentation of information, and a button pad, or keypad, through which the receiver B can control the call centre AM. The user interface UI also includes a microphone .

The port P connects to the telecommunications network TelN. The port P answers calls arriving via the telecommunications network TelN, e.g. from the sender A, and maintains the connection setup.

During this connection, a message comprising a stream of data arrives at the port P. This data stream is passed to the register REG, in which the message is stored. The register REG may consist of a tape recorder or a digital register. In this latter case, the register includes an A/D converter on its inputs and a D/A converter on its outputs.

The receiver B asks for the message stored in the register to be read-out, by pressing certain buttons or keys. This request is received by the control unit CPU, which controls the register REG to run the stored message . The data stream passes to the user interface UI , via the connection CN2.

This enables standard messages and the message AVM to be played into the register REG and later run to the receiver B.

To enable the message AVM to be suitably presented, the control unit CPU controls the remaining units in a manner hereinafter described. To enable the various blocks included by the message AVM to be quickly found, the CPU makes a list of where the various blocks begin, prior to said presentation. The control unit CPU controls the register REG to run the recorded message and controls the user interface UI not to present that which has been run ? . When the first DTMF-sequence is run, the control unit CPU registers that the message in question is a formulated voice message AVM. There then follows a DTMF sequence, which constitutes the beginning of the next block and discloses the type of block that arrives next. When the control unit CPU detects the introduction of a new block, running of the register REG is stopped and the control unit registers where the block commences in the register REG. When the register REG is a tape recorder, the time taken to play forwards to the block from a given starting point is registered. When the register is digital, the memory site allocated to the block is pointed out by the site address in a manner known to the art . The remaining blocks in the message are then run in the same way and the starting point of each respective block is registered by the control unit CPU. The receiver B then enters a request asking for the message to be presented, by pressing a button (buttons?) on the user interface UI . The user interface forwards the request to the control unit CPU, which controls the register REG and the user interface UI to run the message AVM. Assume that the message in question is the message AVM described above with reference to Fig. 2 and Fig. 3. Initially, the first sequence is run, i.e. the sequence that includes speech and instructs the receiver B as to how he/she can obtain further information from this message, AVM. There then follows the first DTMF-code, which informs that the message is a formulated voice message, AVM. When the control unit detects the first DTMF-code, via the DTMF-detector DTD it orders the user interface UI to prevent the loudspeakers from reproducing the following information played-back by the register REG. The register REG continues to run block 1, i.e. the block which is of the type selector and constitutes a machine code. When the block 1 has been run, the control unit CPU controls the register REG to stop running of the message, AVM.

When the control unit CPU again receives a control signal from the receiver B, via the user interface UI, it orders the register to run the block which according to block 1 is associated with the user's control signal.

In this case, the control signal from the receiver B is the digit 1 and the block is block 3. With the aid of the pre- formulated list, the control unit CPU orders the register to jump forwards to the place where block 3 commences and orders the register REG to begin recording. The block 3 is commenced with a speech-block character. When the control unit CPU detects that the block is a speech block, it orders the user interface UI to run that which has been registered, through the loudspeaker system. The block 3 is terminated with a DTMF-code, which indicates that block 2 is to follow. The control unit CPU then orders the user interface UI to stop recording of the message, AVM, and detects the machine code in the block 2 with the aid of the DTMF decoder DTD, in the same way as with block 1.

If the receiver B then requests dialling, by pressing 1, the control unit CPU controls the register REG to run block 6. The block is run without its contents being reproduced by the loudspeaker of the user interface UI . The control unit CPU, however, detects the machine code and the telephone number to be dialled. The control unit then orders the user interface UI to present in its window the telephone number that the receiver B should call, and awaits confirmation from the receiver B. When confirmation has been received, via pressing a button/buttons, the control unit CPU orders the port P to dial the telephone number. The control unit CPU also controls the user interface UI and the port P to open the duplex connection CN4 therebetween, so that the receiver B can use the telephone connection TelN as with a conventional telephone call.

When a text-type block has been run, the control unit CPU orders the user interface UI to present the information to the receiver B in the interface window.

In addition to being able to receive and present the message AVM, the call centre is also able to receive and present typical voice messages. The call centre answers the call and delivers a "welcome phrase" to the calling sender A, as is normal with telephone answering machines. The welcome phrase is comprised of voice information and a terminating DTMF-code that has been recorded by the receiver B via the user interface UI and stored in the register REG. To this end, the connection between the register REG and the user interface UI is duplex. The terminating DTMF-code in the welcome phrase denotes that the call centre AM is the special call centre AM that can interpret the formulated voice message AVM. The formulated voice message AVM is only sent from the calling transmitter equipment PC, MS to a call centre that terminates the welcome phrase with such a DTMF-code.

The call centre AM may also be connected to a printer, via the user interface. In this case, text messages can be printed on paper and also shown in the window.

The call centre AM described with reference to Fig. 5 is in the physical proximity of the receiver B. In an alternative embodiment, the call centre AM is located at a distance from the receiver B and the receiver B can control the call centre AM through instructions sent via the telecommunications network TelN. According to this embodiment, the user interface UI is comprised of a teleterminal that the receiver B has connected to the telecommunications network TelN. Control data from the user, via the teleterminal and via the telecommunications network TelN, reaches the call centre via the port P. Information from the call centre passes through the port P and reaches the receiver B via the telecommunications network TelN and via the teleterminal. Control data can be sent from the receiver B to the call centre over the telecommunications network TelN, in the form of DTMF-signals, for instance, although the call centre may also be voice controlled.

According to another embodiment of the invention, the message AVM is formulated by the sender A at the call centre AM at the transmitter equipment MS, PC. The advantage is that the sender A may be equipped with a standard teleterminal instead of a modified terminal. The call centre, on the other hand, must be slightly more advanced and incorporate functions for editing received information.?

Claims

1. A method of transferring information from a sender (A) to a receiver (B) via a telecommunications network (TelN) which has connected thereto transmitter equipment (MS, PC) , receiver equipment (AM) which includes a control unit (CPU) and a register unit (REG) , said method being characterised by the steps of a) transferring a machine code part, an instruction part and an information part from the transmitter equipment (MS, PC) to the receiver equipment (AM) , via the telecommunications network (TelN) ; b) presenting said instruction part to the receiver (B) ; c) receiving a control signal from the receiver (B) ; d) interpreting said control signal in accordance with said machine code ; and e) presenting said information in accordance with said control signal .

2. A method according to Claim 1, characterised in that a message (AVM) is created in said transmitter equipment (MS, PC) by the sender (A) , by registering said instruction part and said information part and adding thereto said machine- code part in accordance with a specific format, whereafter the message (AVM) is sent to said receiver equipment (AM) .

3. A method according to Claim 1 or 2 , characterised in that said machine-code part is coded as DTMF-signals.

4. A method according Claim 1, 2 or 3, characterised in that said instruction is registered, transferred and read in speech form.

5. A method according to Claim 1 or Claim 4, characterised in that the receiver (B) controls said receiver equipment (AM) through the medium of a button bank included in said receiver equipment (AM) .

6. A method according to Claim 1, 2, 3 or 4, wherein the receiver (B) includes a terminal connected to the telecommunications network (TelN) , characterised in that the receiver (B) controls the receiver equipment (AM) by sending said control signals from the teleterminal to the receiver equipment (AM) via the telecommunications network (TelN) .

7. A method according to Claim 6, characterised in that said control signal is coded as a DTMF signal .

8. A method according to Claim 6, characterised in that said control signal is a speech signal.

9. A method according to Claim 2, characterised in that according to said format the message is commenced with a speech sequence that constitutes said instruction followed by a first machine code that indicates that the message is a formulated message and thereafter with further machine codes and further information.?

10. A method of formulating a message for transfer to a receiving call centre (AM) via a telecommunications network (TelN) , characterised by a) recording at least one sequence with voice information; b) recording machine codes intended for said call centre in direct connection with said sequence, therewith formulating said message; c) setting-up a connection over the telecommunications network (TelN) ; and d) sending said message (AVM) over said connection.

11. A method according to Claim 10, characterised in that the machine code is sent in the form of DTMF-signals.

12. A call centre (AM) connected to a telecommunications network (TelN) and comprising means (P, CPU) for answering a call via the telecommunications network (TelN) and setting-up a subsequent telephone connection; means (REG) for registering user data obtained over said telephone connection; and means (UI) for presenting said user data, characterised by means (REG) for registering machine code obtained over said telephone connection; means (UI) for receiving control signals from a receiving person (B) ; means (DTD, CPU) for interpreting said control signals in accordance with said machine code; and means (CPU, UI) for presenting said user data in accordance with said received control signals.

13. A call centre according to Claim 12, characterised in that said means for interpreting said control signals in accordance with said machine code includes a DTMF-detector (DTD) .

14. A call centre according to Claim 12 or 13, characterised by means for reproducing said user data when said data is in speech form.

15. A call centre according to Claim 12 or 13, characterised by means for presenting said user data visually.

16. A call centre according to Claim 12, 13 or 14, characterised by a button pad by means of which the receiver

(B) sends said control signals.

17. A call centre according to Claim 12, 13 or 14, characterised by an interface (P) against said telecommunications network (TelN) , said interface having control signal receiving means.

18. A call centre according to Claim 17, characterised by means for receiving said control signals in the form of DTMF- signals.