WO2001020887A1 - Appareil et procedes de transmission et de gestion de messages telephoniques dans un reseau de donnees - Google Patents

Appareil et procedes de transmission et de gestion de messages telephoniques dans un reseau de donnees Download PDF

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Publication number
WO2001020887A1
WO2001020887A1 PCT/US2000/024881 US0024881W WO0120887A1 WO 2001020887 A1 WO2001020887 A1 WO 2001020887A1 US 0024881 W US0024881 W US 0024881W WO 0120887 A1 WO0120887 A1 WO 0120887A1
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WO
WIPO (PCT)
Prior art keywords
user
recited
particular user
call
database
Prior art date
Application number
PCT/US2000/024881
Other languages
English (en)
Inventor
Sylvain Dufour
Patrice Khawam
Philippe P. Piernot
Original Assignee
Pagoo Communications, Inc.
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 Pagoo Communications, Inc. filed Critical Pagoo Communications, Inc.
Priority to AU75767/00A priority Critical patent/AU7576700A/en
Publication of WO2001020887A1 publication Critical patent/WO2001020887A1/fr

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Classifications

    • 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
    • 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
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/25—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service
    • H04M2203/251—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service where a voice mode or a visual mode can be used interchangeably
    • H04M2203/253—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service where a voice mode or a visual mode can be used interchangeably where a visual mode is used instead of a voice mode
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2242/00—Special services or facilities
    • H04M2242/22—Automatic class or number identification arrangements
    • 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
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42034—Calling party identification service
    • H04M3/42042—Notifying the called party of information on the calling party
    • 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
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42085—Called party identification service
    • H04M3/42102—Making use of the called party identifier
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/006—Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP), including next generation networks with a packet-switched transport layer
    • 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
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q3/00—Selecting arrangements
    • H04Q3/72—Finding out and indicating number of calling subscriber

Definitions

  • the invention relates to apparatus and methods for handling telephonic calls from a caller. More specifically, it is related to mechanisms for handling telephonic calls that are forwarded from a caller to a call handling system so that the intended call receiver is bypassed.
  • Other messaging centers provide a subscriber with a dedicated phone number through which a caller leaves messages for the subscriber. That is, when the subscriber's original phone line (e.g., home number) is busy, friends or colleagues may leave voice messages for the subscriber via the subscriber's message center phone number. Unfortunately, friends and colleagues of each user must memorize special message center phone numbers for each of their friends and colleagues that are signed up for the message center service. Along with original home and office numbers, pager numbers, and cellular phone numbers, an additional message center number just adds to the already burgeoning list of numbers that each person has to memorize.
  • home number e.g., home number
  • friends or colleagues may leave voice messages for the subscriber via the subscriber's message center phone number.
  • friends and colleagues of each user must memorize special message center phone numbers for each of their friends and colleagues that are signed up for the message center service.
  • an additional message center number just adds to the already burgeoning list of numbers that each person has to memorize.
  • the message center approaches described above have associated disadvantages. For example, although messages are stored when the line is busy or no one is answering, the user is not notified when a call has been attempted. In certain cases, it may be imperative that the caller immediately reach the user.
  • the above described conventional message center approaches fail to provide such a user notification feature.
  • U.S. Patent No. 5,809,128 by McMullin Another approach to handling calls of a user or subscriber is described in U.S. Patent No. 5,809,128 by McMullin.
  • a subscriber's telephone line is connected to a data network (e.g., the subscriber is using his computer to access the Internet)
  • a call to the subscriber is redirected to a subscriber proxy.
  • the subscriber proxy interacts with the caller by playing selected prerecorded messages.
  • the subscriber proxy also notifies the subscriber that a caller is attempting communication.
  • the subscriber may respond in several ways, and the subscriber's response is communicated to the caller via a prerecorded message that is selected by the subscriber.
  • the subscriber selects a prerecorded message that tells the caller that the subscriber is going to disconnect from the data network and the caller can try to call again in a few minutes when the line is free.
  • the subscriber selects a prerecorded message that simply indicates that the subscriber's line is busy.
  • McMullin approach provides mechanisms for notifying a user of incoming calls when the subscriber is connected to a data network
  • this approach also has several disadvantages.
  • the user is not coupled to the data network, there are no mechanisms for notifying the user of attempted calls nor for providing access to messages that do not reach the user.
  • she must disconnect to receive a call. The user has no way of distinguishing between important and unimportant calls prior to disconnecting from the data network and receiving the call.
  • mechanisms for more efficiently and flexibly handling forwarded calls and voice messages are needed. More specifically, mechanisms for notifying a user of incoming calls and/or providing access to messages while the user is still connected to a data network are needed.
  • the present invention addresses the above problems by providing apparatus and methods for handling forwarded calls and voice messages.
  • calls placed to a user are forwarded to a phone center.
  • Voice messages are stored in a format that is accessible by a user over a data network, such as the Internet.
  • the user may play the stored messages on her home computer. The user may then be notified that a call has been forwarded when the user is connected to the data network.
  • the invention pertains to a method for handling telephonic messages within a data network.
  • a forwarded call is received from a caller.
  • the forwarded call is intended for a particular user.
  • a voice message associated with the forwarded call is stored in a format that is accessible through a data network by the particular user.
  • the particular user is notified that the forwarded call has been received.
  • the user is notified through the data network when the user is in communication with the data network.
  • the user is notified via an email message, a chat message, a pager, or through agent software residing on a computer being used by the particular user.
  • a request is received from the particular user to set up call forwarding and the particular user is automatically signed up for call forwarding when the request is received.
  • the particular user is automatically signed up for call forwarding by determining the particular user's area code, determining which telephone companies are associated with the particular user's area code (e.g., the local telephone companies), displaying the associated telephone companies to the particular user so that the particular user may select a telephone company, and sending an order for call forwarding to the selected telephone company after the particular user makes a selection.
  • the order is tracked to determine when the order is accepted by the selected telephone company and the particular user is contacted to indicate that their order was accepted when the selected telephone company accepts the order.
  • the invention pertains to a computer readable medium containing computer codes for handling telephonic messages within a data network.
  • the computer readable medium includes computer code for receiving a forwarded call from a caller.
  • the forwarded call is intended for a particular user.
  • the computer readable medium also includes computer code for storing a voice message associated with the forwarded call in a format that is accessible through a data network by the particular user.
  • the computer readable medium also includes computer code for notifying the particular user that the forwarded call has been received.
  • the invention in another aspect, pertains to a method for accessing a database of a first computer system through a data network.
  • the database is arranged to hold voice messages received through a first telephone line.
  • the data network is accessed from a second computer system via a second telephone line.
  • a notification from the first computer system indicating that a telephonic call that was initially directed to the second telephone line has been forwarded to the first telephone line is listened for.
  • the database of the first computer system is accessed to determine whether a voice message corresponding to the forwarded call has been stored.
  • the database is accessed without disconnecting the second computer system from the data network.
  • the invention pertains to a computer readable medium containing computer codes for accessing a database of a first computer system through a data network.
  • the database is arranged to hold voice messages received through a first telephone line.
  • the computer readable medium includes computer code for accessing the data network from a second computer system via a second telephone line and computer code for listening for a notification from the first computer system.
  • the notification indicates that a telephonic call that was initially directed to the second telephone line has been forwarded to the first telephone line.
  • the computer readable medium also includes computer code for accessing the database of the first computer system to determine whether a voice message corresponding to the forwarded call has been stored after receiving the notification.
  • the database is accessed without disconnecting the second computer system from the data network.
  • the computer readable medium also includes computer code for checking the database for voice messages prior to listening for the notification indicating that a telephonic call has been forwarded.
  • the computer readable medium includes computer code for playing the voice messages on the second computer system when voice messages are present in the database.
  • the computer readable medium further includes computer code for playing the voice message corresponding to the forwarded call when the voice message has been stored.
  • a method for automatically signing up a subscriber for call forwarding is disclosed.
  • a database having a plurality of area codes that are each associated with one or more telephone companies that serve the each area code is maintained.
  • a request is received from a particular user to sign up for call forwarding.
  • the request includes a user phone number and a user area code for which the particular user wishes call forwarding activated.
  • the database is searched for the user area code and corresponding telephone companies that serve such user area code when the request is received.
  • the telephone companies that serve the user area code are presented to the particular user.
  • an order for call forwarding to be activated for the user phone number is placed.
  • the order is placed with the selected telephone company.
  • the database also includes setup and monthly fee information for the call forwarding service. This information may be directly provided or provided through a third party.
  • the invention pertains to a computer readable medium containing computer codes for automatically signing up a subscriber for call forwarding.
  • the computer readable medium includes computer code for maintaining a database having a plurality of area codes that are each associated with one or more telephone companies that serve the each area code and computer code for receiving a request from a particular user to sign up for call forwarding.
  • the request includes a user phone number and a user area code for which the particular user wishes call forwarding activated.
  • the computer readable medium also includes computer code for searching the database for the user area code and corresponding telephone companies that serve such user area code when the request is received, computer code for presenting the telephone companies that serve the user area code to the particular user, and computer code for placing an order for call forwarding to be activated for the user phone number when the particular user selects a one of the presented telephone companies. The order is placed with the selected telephone company.
  • an apparatus for handling forwarded telephonic messages includes a database manager arranged to maintain a database of user information for a plurality of users and a plurality of associated user identifications and a database of formatted messages associated with forwarded calls of the users.
  • the apparatus also has a forwarded call handler arranged to receive a first forwarded call that is originally directed at a first call receiver that is associated with a first user The first call receiver is configured to forward calls to the phone call handler
  • the forwarded call handler is also arranged to format a first voice message associated with the first forwarded call and direct the database manager to store the first formatted voice message within the message database such that they are retrievable by the first user over a data network.
  • the apparatus also includes a data network interface arranged to provide access to the first formatted message within the message database by the first user over the data network.
  • the present invention provides several advantages.
  • Several of the described embodiments provide mechanisms to notify a user of forwarded messages when the user is connected to a data network. Since the forwarded messages are stored in a format that is accessible by the user through a data network (e.g., a RealAudio sound file or any other compressed audio format such as GSM or True Speech), the user may then choose to play the message while she is still logged into the data network without disconnecting first. The user may then better assess whether to contact the caller, as compared to conventional notification systems that simply notify that a call is being attempted without providing any information regarding the nature of the call.
  • a data network e.g., a RealAudio sound file or any other compressed audio format such as GSM or True Speech
  • the messages may be accessed by the user from any remote site (in addition to accessing from the called site) that has access to the data network.
  • the user may utilize a remote computer to retrieve and play stored messages via a web page or email box.
  • the user may retrieve messages using a regular phone to call the message center.
  • friends and colleagues that wish to reach the user may simply call the user's original phone number.
  • the callers do not have to memorize a special phone number, in addition to the user's original phone number, that is specifically used only for recording voice messages to the user when the user is unreachable at the original phone number.
  • the present invention provides an elegant solution to the problem of handling telephonic calls to an unreachable user.
  • Figure 1A represents a data networking architecture for forwarding and handling voice messages in accordance with one embodiment of the present invention.
  • Figure IB is a diagrammatic representation of the phone service center of Figure 1 A in accordance with one embodiment of the present invention.
  • Figure 2 is a flowchart representing a process for handling forwarded calls in accordance with one embodiment of the present invention.
  • Figure 3 is a flowchart representing the process for setting up an agent on a user's computer in accordance with one embodiment of the present invention.
  • Figure 4 is a flowchart representing the operation of Figure 2 of notifying the user in accordance with one embodiment of the present invention.
  • Figure 5 is a flowchart representing a process for automatically signing a user up for call forwarding in accordance with one embodiment of the present invention.
  • FIGS. 6A and 6B illustrate a computer system suitable for implementing embodiments of the present invention.
  • the present invention provides mechanisms for handling forwarded calls of a particular user that are forwarded under various conditions.
  • the user's calls may be forwarded when the line is busy, no one is answering the call, or the user has set up all incoming calls to be forwarded (e.g., for a specific period of time).
  • the calls are forwarded to a message center and voice messages are then recorded and formatted.
  • the voice messages are formatted such that the user may access the messages via any suitable data network.
  • Mechanisms may also be provided for notifying the user that a call has been forwarded to the message center.
  • the user is notified while he is still coupled to the data network at his home site (if he has such home access).
  • the user may also access his messages through a remote computer via the data network.
  • Figure 1 A represents a data networking architecture 2 for forwarding calls and handling voice messages in accordance with one embodiment of the present invention.
  • the data networking architecture 2 includes a data network in the form of the Internet 4 and a telephone network in the form of a public switch telephone network (PSTN) 6.
  • PSTN public switch telephone network
  • a plurality of sites are coupled with the PSTN and/or the Internet 4.
  • Site A (20) and Site B (10) are coupled to PSTN 6.
  • Sites A and B are shown to have access to the Internet through PSTN, of course, these sites could also bypass the PTSN to access the Internet directly (e.g., through a cable modem or through a direct connection, such as within a corporate environment). Also, a particular site may not even have access to a data network.
  • Site B (10) includes a telephone 12 and a computer 14 coupled to a single telephone line 16.
  • the telephone 12 when the computer 14 is accessing the telephone line 16, the telephone 12 generally cannot also access the same telephone line 16.
  • the telephone line 16 is also coupled with PSTN 6 through Local Exchange Carrier
  • the LEC 8 is typically coupled with a plurality of local sites (not shown).
  • site A (20) includes a telephone 22 which may be used to communicate with telephone 12 of site B through telephone line 24, PSTN 6, LEC 8, and telephone line 16.
  • site A may attempt to communicate with site B, site A may not be able to reach site B for various reasons.
  • site B may be currently engaged through telephone 12 with another site.
  • site B may be utilizing their computer 14 to access the Internet 4 through telephone line 16 and PSTN 6.
  • site B may simply be configured to forward all incoming calls to another site.
  • the present invention provides mechanisms for forwarding calls that are destined for a particular user (e.g., site B) to a database. Voice messages may then be obtained, stored within the database, and later accessed by the particular user via the Internet 4. As shown, phone calls from site A may be forwarded to a phone service center 28 through telephone lines 24 and 26. Phone service center 28 then operates to obtain a voice message from the caller of the forwarded call and store the voice message within a user database 30. The voice message is stored in any suitable format that is accessible through the Internet 4.
  • the phone service center 28 is also coupled with the Internet 4 through line 32 so that the message database 30 of the phone service center 28 may be accessed by a user.
  • the message database 30 may be accessed through the Internet 4 from the intended destination (e.g., site B) or any other site that has access to the Internet 4.
  • the users of site B may also access their voice messages through a remote computer site.
  • voice messages are stored as digital sound files within the message database 30. Any suitable compressed audio format, such as RealAudio, GSM or True Speech may be utilized.
  • the user of site B may then play the digitized sound file on their local computer 14.
  • digitized sound files may be downloaded via the Internet 4 and PSTN 6 to be played on computer 14.
  • the voice messages may be stored as any suitable format that is accessible over a data network.
  • the user of site B may be notified of new messages that are stored within message database 30. Any suitable mechanism may be used to implement notification. For example, the user may be notified through specialized software on computer 14 at site B when they are coupled to the Internet 4. The user may then chose to play the recorded sound file. Alternatively, the user may be notified through a pager that they have received a new message within the message database 30. The user may then access their new messages within the database 30 through a remote telephone or computer site or through their own computer 14 at site B. By way of a final example, the user may be notified thorough email that they have received a new message. The new message may also be attached as a sound file to the email message. Additionally, the user may access the sound file through the Internet 4 after being notified through email.
  • FIG. IB is a diagrammatic representation of the phone service center 28 of Figure 1A in accordance with one embodiment of the present invention.
  • the phone service center 28 includes a phone server 50 that generally handles incoming phone messages received on line 26, a database server 52 that manages the database 30, and a web server 54 that notifies users of new voice messages and allows access to the message database 30 via the Internet.
  • the phone service center 28 is shown as having three separate servers, of course, the various functions of each server may be implemented on one or more servers depending on the particular requirement of the application. Additionally, each server may be located at physically separate sites, as well as a common site.
  • the database 30 may be comprised of any number and type of databases. Incoming calls may be received into the phone server 50 on one or more lines.
  • Each line may be utilized to handle forwarded calls or each line may be utilized for different services (including the handling of forwarded calls). Additionally, notification functions may not be incorporated within the present invention. Instead, forwarded callers are allowed to leave messages which are simply stored in a format that is accessible by the user.
  • the present invention is described in terms of accessing voice messages through the Internet, of course, any suitable data network may be utilized to access the voice messages.
  • the messages may be stored within a local area network (LAN) or wide area network (WAN) and accessed according to the particular network protocols.
  • LAN local area network
  • WAN wide area network
  • each server is in the form of a PC server, such as a Compaq server.
  • the phone server may be in the form of Dialogic Telephony Equipment.
  • An Internet Information Server 4 (IIS4) may be utilized for the web server 54, and is available from Microsoft.
  • An SQL server 7.0 from Microsoft works well as the database server 52.
  • a user database 30 may be accessed through database server 52 to determine whether the incoming messages is intended for a valid user.
  • the phone server 50 communicates with the database server 52 via the scripting language ASP (Active Server Pages) and the web server 54.
  • ASP facilitates communication via the prevalent language used by web servers, HTML.
  • HTML HyperText Markup Language
  • each server may be located at different sites and still access other servers via the web server 54.
  • user database 30 In addition to determining whether the user is valid, other user information may be accessed through the user database 30. For example, custom messages for each user may be played to each forwarded caller. After a particular user is validated, the database server may then store a message from the caller within the message database 30.
  • the web server 54 may then be utilized to notify the user that they have received a new message.
  • the user may be notified in various ways. As shown, the user may be notified by pager 56a, email box 56b, through their PC 56c (e.g., via an instant chat message), or through a specialized software agent 56d.
  • the user PC may include agent software through which the user may be notified about new messages while they are coupled to the Internet.
  • FIG. 2 is a flowchart representing a process 200 for handling forwarded calls in accordance with one embodiment of the present invention.
  • this process 200 may be implemented within the servers 50, 52, and/or 54 of the phone server center 28 of Figure IB.
  • this process 200 represents one example implementation of how the call is handled after it is forwarded to the phone service center 28.
  • a forwarded call and its associated user identification are received by the phone center (e.g., 28 of Figures 1A and IB) in operation 202.
  • the user identification is associated with the person that the caller is trying to reach.
  • the associated user identification may have any suitable format.
  • the user identification is in the form of the ANI of the intended call receiver.
  • the ANI is associated with the destination phone number that the caller is attempting to call.
  • the incoming call may also include associated caller information, such as the DNIS of the caller.
  • each caller has a unique DNIS and each call receiver has a unique ANI that are associated with the particular phone number of the caller and call receiver, respectively.
  • Various mechanisms may also be included for determining the phone number of the caller when the caller has a block on their caller identification (or DNIS). For example, the caller may be asked to use their touch tone buttons to enter their phone number.
  • the user database (e.g., database 30 of Figures 1A and IB) is then searched for the user identification.
  • a particular identification will be associated with a set of user information for a particular user.
  • the user database will only include user identifications and user information for users that have requested to have forwarded telephone calls handled by the phone center (e.g., 28 of Figure IB). Additionally, the user database may be updated for various reasons (e.g., users who fail to pay for handling forwarded messages are deleted from the database or users who change their phone numbers).
  • the user information within the user database may include any relevant information that may facilitate handling of forwarded calls, as well as maintaining such call handling services for each user.
  • the user information may include the user's first and last name, an agent flag indicating whether the user is an agent user, a pager flag indicating whether the user is a pager user, an email flag indicating whether the user is a email user, and the associated email address of the user.
  • All of this user information may also be associated with a unique identifier, such as the ANI of the call receiver.
  • a unique identifier such as the ANI of the call receiver.
  • the unique identifier may correspond to more generic information obtained from the user.
  • Other Internet services may include email services or web site services, for example.
  • the unique identifier is generated from information that is utilized by all of the Internet services that utilize the same user database and are available through the Internet.
  • the user provides an email address when signing up for any of these Internet services, and a unique identifier is generated from the user's email prefix. Specifically, each letter of the email prefix is matched to a corresponding telephone number. For example, the letters "a, b, and c" are all matched to the number "2".
  • a user using email address dufour( ⁇ )pagoo.com may request a service, such as forwarded call handling.
  • the email prefix "dufour" is matched letter by letter to corresponding telephone numbers.
  • the resulting user identifier is "383687". If another user has the same number, another number is appended to the end (e.g., 3836871).
  • the user identifier size may be limited. For example, the user identifier may be limited to 10 digits. However, the length may be increased again (e.g., to 11 digits) to distinguish between duplicate user identifiers.
  • the user identifier is looked up within the user database, it is then determined whether the user is a valid user in operation 206. For example, it is determined whether the call receiver is a registered user whose user identifier and associated user information is located within the user database. Additionally, it may be determined whether the caller is a valid caller. For instance, forwarded calls from one or more selected callers may be automatically rejected. This determination may be based on the caller's DNIS.
  • the call is terminated in operation 208.
  • any suitable mechanism may be provided for notifying the caller that his call has not reached the call receiver. For example, a message may be played to the caller indicating that the user's line is busy and to try again later.
  • a custom greeting may be obtained from the user database (if available) and played for the caller in operation 210.
  • the greeting may be based on the caller's identification (e.g., DNIS).
  • the caller is then allowed to record a voice message in operation 212.
  • the voice message is then digitized and formatted in operation 214, and the message database is updated with the formatted voice message in operation 216.
  • the formatted voice message takes the form of a sound file.
  • the formatted voice message may be stored within the database in any suitable configuration. For example, all of the sound files that correspond to various voice messages may form a linked list that is associated with a particular user.
  • each entry within the message database includes the following fields: user identifier, formatted voice message, date, message identifier, caller ID, and length.
  • the user identifier is the unique number that was generated from the user's email prefix.
  • the formatted voice message may include the voice message itself or a reference to the voice message (e.g., a pathname and filename).
  • the date (and/or time) may also be included.
  • each formatted voice message may be associated with a message identifier to distinguish between messages that may have occurred at the same date (and/or time).
  • the caller ID is the user's caller identification (e.g., DNIS).
  • this list of fields is merely illustrative and is not meant to limit the scope of the invention. For example, any of the listed fields may be excluded and other nonlisted fields may be added.
  • a table may also be included to match the user identifier, which is based on the user's email, with the user's phone number.
  • the user is then notified of new messages in operation 218.
  • the call may then be terminated in operation 208.
  • the call may be terminated prior to digitizing and formatting the voice message in operation 214, prior to updating the message database in operation 216, or prior to notifying the user in operation 218.
  • the message handling process 200 then ends.
  • a user may be notified of forwarded calls and/or new messages any suitable manner.
  • the user may be notified through agent software that is set up on the user's PC.
  • the agent generally provides mechanisms for allowing a user to receive notification of forwarded calls and/or new messages that are handled while the user is logged onto the Internet.
  • Figure 3 is a flowchart representing the process 300 for setting up an agent on a user's computer in accordance with one embodiment of the present invention.
  • the web server 54 of the phone server center 28 notifies the user of the voice messages. The user may then download and play the voice messages or the user may choose to access and play the recorded sound files at a later time.
  • an Internet connection is established (e.g., by the user) in operation 302.
  • the agent then contacts the phone center's web server in operation 304. That is, the agent contacts the phone center through the Internet.
  • the web server then stores Internet connection information for the particular user in operation 306.
  • a unique address is assigned to the user's access location. This unique address may be used as the Internet connection information by the web server.
  • the agent then checks for any messages via the web server of the phone center in operation 308.
  • this operation is optional, and the agent may simply wait to be contacted by the web server of the phone center when a new message is received. However, a user may wish to be notified of any messages that were stored while the user was offline.
  • the agent In the active listening mode, the agent is set up to receive notification from the web server of the phone center. In other words, the user may then be notified of any messages that are received while the user is logged onto the Internet. In one embodiment, it is then determined whether there is any contact from the web server of the phone center in operation 314. The agent continues to listen in operation 312 until contact is made by the web server. Any recorded messages may then be received and played by the user in operation 316. The agent continues an active listening mode, as long as the user is logged in. Thus, the user continues to receive notification of any new messages while they are logged in to the Internet. After the user is notified, she may then chose to play the new messages in operation 316.
  • FIG 4 is a flowchart representing the operation 218 of Figure 2 of notifying the user in accordance with one embodiment of the present invention. Initially, it is determined whether the user is an agent user in operation 402. If the user is an agent user, information is obtained regarding the last Internet connection in operation 404. In one embodiment, when the user connects to the Internet, the agent contacts the web server of the phone center and Internet connection information is collected by the web server. (See operations 302, 304, and 306 of Figure 3).
  • An attempt to contact the user through the agent is then made in operation 406.
  • Contact may be attempted in any suitable manner. For example, if the user is coupled with the Internet, the user may be notified with an audible or visual notification. By way of specific example, a telephone ring may be played through the user's computer speakers. Additionally, a notification graphic may be presented to the user within the user's computer display. The user may then select the graphic, access, and/or play any recorded messages. It is then determined whether contact has been established with the user in operation 408. For example, it is determined whether the user is logged in and the agent is in active listening mode. If contact was successful, the user was also notified of the new messages and allowed to receive and play the new messages in operation 406.
  • the contact was not successful or the user is not an agent user it may then be determined whether the user is a pager user in operation 410. If the user is a pager user, information regarding the user's pager is obtained in operation 412. For example, the user's pager number may be obtained. An attempt to contact the user through her pager is then made in operation 414. For example, the user may be notified that she has a new message that may be accessed through the Internet or through the telephone. It may then be determined whether the user has been successfully contacted in operation 416.
  • the page was successful if a message was left on the user's pager, and the page was unsuccessful if a message was not left on the user's pager (e.g., because the pager was off or busy). If pager contact is successful, the notification process ends.
  • the pager contact is not successful (e.g., a pager message was not left for the user)or the user is not a pager user, it may then be determined whether the user is an email user in operation 418. Alternatively, after a predetermined period of time, the user may be paged again. If the user is not an email user, the notification process ends. In this case (the user cannot be notified by agent, pager, or email), messages may be accessed at the user's initiation. However, if the user is an email user, information regarding the user's email address is obtained in operation 420. An attempt to contact the user through email is then made in operation 422. For example, the user is sent an email message indicating that they have new sound files to access within the database 30 of the phone center 28. The sound files may also be attached to the email message. The notification process 218 then ends.
  • the above notification process includes sequentially trying to notify the user via various notification mechanisms. For example, first an agent notification is attempted, and then a pager notification is attempted. However, two or more of these notification mechanisms may be attempted simultaneously. For instance, the user may be notified simultaneously through an agent and a pager.
  • the user may have already signed up to have certain calls forwarded under various conditions. For example, the user may have requested call forwarding from a particular telephone company. The user may have chosen to have calls forwarded when their telephone line is busy, no one is answering, or for a particular period of time.
  • the present invention may be implemented for a particular user that has already signed up for call forwarding
  • the present invention may also include features that automatically sign the user up for call forwarding when the user signs up for forwarded call handling.
  • the user when the user signs up for the service to access forwarded messages through the Internet, the user can also have his telephone calls automatically forwarded to the relevant phone center without specifically making such a forwarding request.
  • FIG. 5 is a flowchart representing a process 500 for automatically signing a user up for call forwarding in accordance with one embodiment of the present invention.
  • the user makes a request for call forwarding and/or forwarded call handling in operation 502.
  • the database is then searched for the phone company that serves the user's area code in operation 504.
  • One or more phone companies may serve a particular area code.
  • a plurality of phone companies may be displayed for the user in operation 506.
  • the user selects the phone company that they currently use in operation 508.
  • Fees may be displayed and the order may then be confirmed in operation 510.
  • the user may be notified of the various fees (e.g., monthly fees and set up fee) that are associated with call forwarding. The user may also be asked to agree to various legal terms.
  • the orders may then be organized by company in operation 512. In other words, the orders are consolidated from various users for each company in operation 512. The consolidated orders are then sent to each company via fax or email in operation 514.
  • Various responses from the various phone companies are then tracked in operation 516. In other words, it is determined when each order is processed or whether a particular order is rejected. The user may then be contacted when the order is accepted in operation 518.
  • the user may then begin to use the forwarding features of the present invention.
  • the user may choose to receive updates on the above described process.
  • the user may be updated when the order is placed, if the order is delayed, and after the order is accepted.
  • Information for each telephone company may be configured within a database in any suitable manner to facilitate a user being automatically being signed up for call forwarding.
  • the telephone information may include the name of the telephone company and the area code that is served by the telephone company. When a user makes a request for call forwarding, he may be asked for his area code, which is then matched to one or more telephone numbers that serve the user's area code.
  • the telephone information also preferably includes the name of the forwarding feature. Since different companies may use different names for the call forwarding features, the correct name of the forwarding feature is used when placing an order to the telephone company.
  • the telephone company information may also include costs for setting up the forwarding feature. These costs may be billed to the user or to the forwarded call handling service, as part of such service. Additionally the information may include an order telephone number, fax number, email, etc. This order information may be presented to the user so that he may set up his own call forwarding when the automatic sign up process 500 fails.
  • Figures 6A and 6B illustrate a computer system 900 suitable for implementing embodiments of the present invention.
  • Figure 6A shows one possible physical form of the computer system.
  • the computer system may have many physical forms ranging from an integrated circuit, a printed circuit board and a small handheld device up to a huge super computer.
  • Computer system 900 includes a monitor 902, a display 904, a housing 906, a disk drive 908, a keyboard 910 and a mouse 912.
  • Disk 914 is a computer-readable medium used to transfer data to and from computer system 900.
  • FIG. 6B is an example of a block diagram for computer system 900. Attached to system bus 920 are a wide variety of subsystems.
  • Processor(s) 922 also referred to as central processing units, or CPUs
  • Memory 924 includes random access memory (RAM) and read-only memory (ROM).
  • RAM random access memory
  • ROM read-only memory
  • RAM random access memory
  • ROM read-only memory
  • a fixed disk 926 is also coupled bi-directionally to CPU 922; it provides additional data storage capacity and may also include any of the computer-readable media described below.
  • Fixed disk 926 may be used to store programs, data and the like and is typically a secondary storage medium (such as a hard disk) that is slower than primary storage. It will be appreciated that the information retained within fixed disk 926, may, in appropriate cases, be incorporated in standard fashion as virtual memory in memory 924.
  • Removable disk 914 may take the form of any of the computer- readable media described below.
  • CPU 922 is also coupled to a variety of input/output devices such as display 904, keyboard 910, mouse 912 and speakers 930.
  • an input/output device may be any of: video displays, track balls, mice, keyboards, microphones, touch- sensitive displays, transducer card readers, magnetic or paper tape readers, tablets, styluses, voice or handwriting recognizers, biometrics readers, or other computers.
  • CPU 922 optionally may be coupled to another computer or telecommunications network using network interface 940. With such a network interface, it is contemplated that the CPU might receive information from the network, or might output information to the network in the course of performing the above-described method steps.
  • method embodiments of the present invention may execute solely upon CPU 922 or may execute over a network such as the Internet in conjunction with a remote CPU that shares a portion of the processing.
  • embodiments of the present invention further relate to computer storage products with a computer-readable medium that have computer code thereon for performing various computer-implemented operations.
  • the media and computer code may be those specially designed and constructed for the purposes of the present invention, or they may be of the kind well known and available to those having skill in the computer software arts.
  • Examples of computer-readable media include, but are not limited to: magnetic media such as hard disks, floppy disks, and magnetic tape; optical media such as CD-ROMs and holographic devices; magneto-optical media such as floptical disks; and hardware devices that are specially configured to store and execute program code, such as application-specific integrated circuits (ASICs), programmable logic devices (PLDs) and ROM and RAM devices.
  • Examples of computer code include machine code, such as produced by a compiler, and files containing higher level code that are executed by a computer using an interpreter.

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  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)

Abstract

L'invention concerne un procédé de gestion de messages téléphoniques dans un réseau de données. Un appel transféré est reçu d'un appelant. L'appel transféré est destiné à un utilisateur particulier. Un message vocal associé à l'appel transféré est enregistré dans un format accessible par cet utilisateur dans un réseau de données. Dans un mode de réalisation, l'utilisateur est informé que l'appel transféré a été reçu. Dans un mode de réalisation préféré, l'utilisateur est informé par le réseau de données lorsqu'il est en communication avec le réseau de données. Dans d'autres modes de réalisation, l'utilisateur est informé par un message électronique, un message conversationnel, un pageur, ou par l'intermédiaire d'un logiciel agent résidant dans un ordinateur utilisé par l'utilisateur.
PCT/US2000/024881 1999-09-14 2000-09-11 Appareil et procedes de transmission et de gestion de messages telephoniques dans un reseau de donnees WO2001020887A1 (fr)

Priority Applications (1)

Application Number Priority Date Filing Date Title
AU75767/00A AU7576700A (en) 1999-09-14 2000-09-11 Apparatus and methods for forwarding and handling telephonic messages over a data network

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US39586299A 1999-09-14 1999-09-14
US09/395,862 1999-09-14

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Cited By (1)

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Publication number Priority date Publication date Assignee Title
KR100734740B1 (ko) 2005-09-28 2007-07-03 유엔젤주식회사 지능망을 이용한 착신 정보 통보 시스템의 처리 방법

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WO1997047118A1 (fr) * 1996-06-04 1997-12-11 Telefonaktiebolaget Lm Ericsson (Publ) Agencement de doubleur telephonique
WO1998007266A1 (fr) * 1996-08-14 1998-02-19 Northern Telecom Limited Gestionnaire d'appel telephonique base sur internet
WO1998052342A1 (fr) * 1997-05-14 1998-11-19 Telefonaktiebolaget Lm Ericsson Procede et dispositif de renvoi d'appel selectif

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WO1997047118A1 (fr) * 1996-06-04 1997-12-11 Telefonaktiebolaget Lm Ericsson (Publ) Agencement de doubleur telephonique
WO1998007266A1 (fr) * 1996-08-14 1998-02-19 Northern Telecom Limited Gestionnaire d'appel telephonique base sur internet
WO1998052342A1 (fr) * 1997-05-14 1998-11-19 Telefonaktiebolaget Lm Ericsson Procede et dispositif de renvoi d'appel selectif

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Cited By (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
KR100734740B1 (ko) 2005-09-28 2007-07-03 유엔젤주식회사 지능망을 이용한 착신 정보 통보 시스템의 처리 방법

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