Telephonic communications – Audio message storage – retrieval – or synthesis – Message management
Reexamination Certificate
1999-09-10
2004-01-27
Tsang, Fan (Department: 2645)
Telephonic communications
Audio message storage, retrieval, or synthesis
Message management
C379S088270, C379S090010, C379S265020
Reexamination Certificate
active
06683942
ABSTRACT:
BACKGROUND OF THE INVENTION
The present invention relates broadly to telephone switching systems and, more particularly, to a telephone switching system having an independent voice mail facility integrated with a telephone exchange switch for data exchange therebetween to provide enhanced messaging functions and system control.
Generally, telephone exchange switches are used in businesses to control several multi-line, multi-function telephone sets. The switches can provide routing and control of calls that are both internal to the business at various numbered extensions and calls that are external to the business. It should be noted that telephone exchange switches are used in businesses, but are also used in any situation where multi-line, multi-function telephones may be helpful. The term “business” as used herein, is used in a general sense to describe any such usage of commercial telephone switch systems.
During the last decade, organizations around the country have reaped the benefits of digital technology. Ever more powerful desktop computers have increased the ability to organize and access information. Digital technology has also had its impact on telephone systems. Digital voice transmission has improved the sonic quality of telephonic communications. Digital telephones can be controlled by software applications to provide enhanced calling features. Further, the combination of telephones and desktop computers has expanded the capabilities of telephone systems by allowing the system to access the processing power and software available to a desktop computer.
One of the areas wherein digital technology has provided a benefit is voice mail. Voice mail systems allow callers, both internal and external, to leave voice recordings of memoranda or short messages that can be accessed at a later time by a recipient. Each telephone set associated with a voice mail system will have a designated message location, known commonly as a “mailbox.” If a caller accesses a mailbox associated with a given telephone set, a voice recording may be stored for selective later retrieval by recipient.
Currently, many voice mail systems are substantially independent of the telephone exchange switch and are provided as computer software that will store messages in memory and control rudimentary operation of the voice mail system. Nevertheless, independent voice mail systems can offer advantages and are in common use. Optionally, a voice mail system may be integrated with the telephone exchange switch. In order for the voice mail system to communicate with the telephone switch, DTMF (dual tone multi-frequency) signals are used to provide control signals between the independent voice mail system and the telephone exchange switch.
When a call for a telephone user arrives at the switch, the switch transmits the user's number to the independent voice mail system and the independent voice mail system therefore may perform its own functions. Typically such connection has been through a DTMF type interface.
The DTMF interface has proven limited in its ability to provide services for the system users, particularly in a situation where an automated call distribution system is used.
An automated call distribution system is typically used in a business or other commercial or public service environments where several lines will service incoming calls without regard to specific caller/recipient connections. For example, a customer service line may include several customer service representatives, and a customer will call in to the line and receive the first available customer service representative. Such an automated call distribution system will receive the call, place it in a queue with other calls ahead of the call in question, and route the call to the first available customer service representative. A manager will sometimes need to monitor the on-going call distribution process to maximize efficiency, for example, in the form of maximizing the number of available representatives.
Such a system can be severely limited by the DTMF connection between voice mail and the switch. The limited amount of information that can be sent on a DTMF connection precludes certain services that can be made available if data were transferred in a more efficient manner, particularly in a manner that would provide more capacity.
It has therefore been developed to provide a data line, sometimes in the form of an RS232 connector between the desktop computer operating the voice mail system and the telephone exchange switch. The data interface between the exchange and the independent voice mail system provides enhanced capabilities with respect to data transfer between the exchange and the independent voice mail system. Nevertheless, even though the data interface is available, conditions exist for advancements in the areas of telephone control, particularly when automated call distribution systems are employed, and in the areas of message transfer and efficient system operations.
SUMMARY OF THE INVENTION
It is accordingly an object of the present invention to provide a telephone switching system which employs data integration of an independent voice mail system and a telephone exchange switch which can provide enhanced telephone control, especially when using an automated call distribution system.
It is another object of the present invention to provide such a system which enhances the use of a display unit associated with the telephone.
It is a further object of the present invention to provide such a system which can allow one button or “soft key” interfacing between a user and the telephone set, based on messages received through the use of data integration.
To those ends, a telephone switching system for facilitating and controlling voice and data communication among and between telephone sets, both internal to the system and external to the system. The system includes a telephone exchange switch having an arrangement for forming predetermined messages and a voice mail system in electronic communication with the telephone exchange switch using a data communications link for message exchange between the telephone exchange switch and the voice mail system. The data link is in addition to a voice link between the telephone exchange switch and the voice mail system. The voice mail system also includes an arrangement for forming predetermined messages for the message exchange and at least one telephone set in electronic communication with the telephone exchange switch. The telephone set includes an arrangement for displaying alphanumeric characters in a human readable form and is operable responsive to at least one message received from the telephone exchange switch resulting from the message exchange between the telephone exchange switch and the voice mail system. The telephone set also includes at least one manual switch for sending a signal to the telephone exchange switch operable in response to the message received from the telephone exchange switch resulting from the message exchange between the telephone exchange switch and the voice mail system. The signal is indicative of a predetermined response to the message from the voice mail system.
It is preferred that the data communications link is a serial communications link.
It is further preferred that the arrangements for forming predetermined messages for the message exchange include preprogrammed computer processors. It is further preferred that the arrangement for displaying alphanumeric characters in a human readable form includes a display device associated with the telephone set for displaying messages from the voice mail system directed to a user of the telephone set to convey information regarding conditions associated with the voice mail system.
Preferably, the arrangement for displaying alphanumeric characters in a human readable form includes a display device associated with the telephone set for displaying messages from the voice mail system directed to a user of the telephone set to convey information regarding conditions associated with the voice mail sys
Heaney Eoin
Sarp S. Murad
Comdial Corporation
Escalante Ovidio
Holland & Knight LLP
Tsang Fan
LandOfFree
Telephone switching system with data integration does not yet have a rating. At this time, there are no reviews or comments for this patent.
If you have personal experience with Telephone switching system with data integration, we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Telephone switching system with data integration will most certainly appreciate the feedback.
Profile ID: LFUS-PAI-O-3225169