WO2002028068A1

WO2002028068A1 - System for providing voice mail message summary

Info

Publication number: WO2002028068A1
Application number: PCT/US2001/029296
Authority: WO
Inventors: Philip Nathan Miller
Original assignee: Adc Telecommunications, Inc.
Priority date: 2000-09-26
Filing date: 2001-09-18
Publication date: 2002-04-04
Also published as: AU2001291117A1

Abstract

A voice mail message-scan system. After a user logs on to the system by phone (Fig.1), the user chooses to play his/her messages using a playback or a message-scan. In the playback mode messages are played back to completion. In the message-scan mode, segments of the messages are played. The segments may be the initial two to six seconds of the messages. A user may interrupt the playback of any segment for the current message to play to completion. Thereafter, the message-scan will resume with the next message. The system may be accessed via a computer through a graphical user interface.

Description

SYSTEM FOR PROVIDING VOICE MAIL MESSAGE SUMMARY

FIELD OF THE INVENTION

The present invention pertains generally to voice mail systems. More specifically, the present invention pertains to an apparatus and method for providing summary information of voice mail messages to users of a voice mail system.

BACKGROUND OF THE INVENTION

For over a decade voice mail systems have facilitated communications between people. Whether for business or for pleasure the advantages of voice mail systems are numerous and have been well documented. Voice mail systems are highly popular and to this end many people rely on this technology to accomplish their day-to-day tasks.

Voice mail systems, however, are sometimes cumbersome to use, especially when there is a large number of voice mail messages. For instance, when more than a couple of voice messages have been recorded, a user will have to spend a significant amount of time listening to the messages one after the other. This can be a frustrating experience when the user receives many voice messages from unsolicited sources such as telephone marketers. Thus, there exists a need for a voice mail system that is capable of informing the user about the content of the voice mail messages such that the messages can be quickly and efficiently disposed.

In order to assist users in "screening" and disposing voice mail messages, some voice mail systems provide a "headers-only" mode of playback. A header usually has two components, time-stamp information and caller identity information (Caller ID). That is, some voice mail systems use text-to-speech technology to read the time-stamp information and caller ID information to the user such that he/she can dispose of the messages without listening. Such "headers-only" mode of playback, while useful in some occasions, is not very effective. The date of a voice mail message is usually the day the voice mail message is accessed, and the exact time of the voice mail message is usually of little consequence. Caller ID is hit-or-miss in terms of actually identifying the caller. In some cases, the user may not recognize the caller's phone number. In other cases, caller ID can be misleading when two or more people, as in a family or business, share the same phone number. Sometimes, caller ID is not available because some callers choose to conceal their identity.

Accordingly, there exists a need for a system and method for providing information pertinent to the voice messages to a user of a voice mail system such that the user can quickly determine the importance and subject matter of a voice mail message.

SUMMARY OF THE DISCLOSURE

In summary, a voice mail system with message-scan capability is disclosed. The voice mail system of the present invention provides summary information of the voice mail messages by playing an initial segment, also referred herein as a snip or snippet, of each such message. Typically, within the first three seconds of any voice message in any language, the caller identifies herself or himself. By the tone of voice, the caller gives information about the urgency of the call. Within another two or three seconds the caller will typically have revealed the purpose of the call. Therefore, by listening to the initial few seconds of a voice mail message, a user is likely to be able to quickly determine the identity of the caller, the urgency of the call, and the purpose of the call.

In accordance with an embodiment of the present invention, after a user logs on to the voice mail system by phone, the user may choose to play back his/her voice mail messages in a normal mode or in a message-scan mode. In the normal mode, voice mail messages are played back to completion. In the message-scan mode, the initial segments of the voice mail messages are played back. The length of the initial segments may be pre-set to be approximately 2 to 6 seconds. In the message-scan mode, playback of the initial segments can be interrupted when the user presses a key. Interrupting the message-scan process will cause the current voice mail message to be played to its completion. After playing back the voice mail message, the user will also be able to "dispose" of the message in the usual ways: saving, deleting, forwarding, etc. Then, the message-scan process will resume with the next sequential message.

According to another embodiment of the present invention, a user may access the voice mail system using a client computer. When such an access mode is chosen, the client computer will display, in the form of a graphical user interface, a list of voice mail messages, and command buttons for instructing the voice mail system to play back individual ones of the messages. In addition, the client computer will display command buttons for instructing the voice mail system to play back initial segments of the messages. When a user presses any of the command buttons, a corresponding CGI command will be transmitted to the voice mail system, or a Web server acting on behalf of the voice mail system. Depending on which command buttons is pressed, the CGI command will instruct the voice mail system to convey to the client computer either a selected one of the voice mail messages, a selected one of the initial segment of the message, or initial segments of a sequence of voice mail messages. In this embodiment, if the user presses a screen button or a keyboard button during playback of an initial segment, and interrupts the message-scan mode playback, the client computer will send a CGI command to the voice mail system to instruct it to send the client computer the selected voice mail message such that the selected message may be played to completion.

BRIEF DESCRIPTION OF THE DRAWINGS

Additional features of the invention will be more readily apparent from the following detailed description and appended claims when taken in conjunction with the drawings, in which:

Figure 1 is a block diagram illustrating a voice mail system on which embodiments of the present invention may be practiced.

Figure 2 is a block diagram illustrating a client computer that may be used for accessing voice mail stored within voice mail system.

Figure 3 is a block diagram illustrating the data structure of an exemplary user mailbox.

Figure 4 is a flow diagram illustrating steps of a voice message playback process in accordance with an embodiment of the present invention. Figure 5 is a flow diagram illustrating steps of a voice message playback process in accordance with another embodiment of the present invention.

Figure 6 illustrates a graphics user interface for displaying contents of a network voice mail box in accordance with an embodiment of the present invention.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

A discussion of a voice mail system platform on which the present invention may be practiced follows. Figure 1 is a block diagram illustrating a voice mail system 100. System 100 preferably includes a central processing unit 102, a mass storage for voice mail 110, a user or system operator interface 120, one or more voice cards 130 for communicating with telephones 198 via a public service telephone network 140, memory 150 (which may include random access memory as well as disk storage and other storage media), a network interface 190 for communicating with a client computer system 200 (Fig. 2) via the Internet or other communications network 192, and one or more buses 112 for interconnecting the aforementioned elements of system 100.

The operation of system 100 is controlled primarily by control programs that are executed by the system's central processing unit 102. In a typical implementation, the programs and data structures stored in the system memory 150 will include:

• an operating system 152 that includes procedures for handling various basic system services and for performing hardware dependent tasks;

• a file handling system 154;

• a voice mail application module 156; and

• user mailboxes 180 for storing voice mail messages on behalf of the users of the voice mail system 100.

The voice mail application module 156 preferably includes an inbound voice message storage module 170 for storing voice messages in user voice mailboxes, and a voice message playback module 158. The voice message playback module 158 includes a full message playback procedure 160 as well as a message summary playback procedure 162 for playing initial segments (snips) of the messages in a user's voice mailbox. Figure 3 is a block diagram illustrating the data structure of an exemplary user mailbox 300. User mailbox 300 includes a user profile 310 and message queues 320. User profile 310 includes:

• a unique mailbox number 312; and

• a passcode or pin number 314, used for authenticating the user.

Message queues 320 include:

• one or more pointers 322 to greeting messages; and

• one or more pointers 324 to voice messages stored in the voice mailbox.

It should be understood that what is stored in these queues 320 is not actual voice messages, but rather message headers with pointers to locations in storage device(s) 110 at which the voice messages are stored.

Figure 2 is a block diagram illustrating a client computer 200 that may be used for accessing voice mail stored within voice mail system 100. Client computer 200 includes a central processing unit 202, a speaker 204, a microphone 206, a user interface 220, memory 250 (which may include random access memory as well as disk storage and other storage media), a network interface 290 (for communicating with voice mail system 100 via the Internet or other communications network 192), and one or more buses 212 for interconnecting the aforementioned elements of the client computer 200. User interface 220 includes a display, a keyboard and a pointer device such as a mouse device.

The operation of the client computer 200 is controlled primarily by control programs that are executed by the system's central processing unit 202. In a typical implementation, the programs and data structures stored in the device's memory 250 will include:

• an operating system 252 that includes procedures for handling various basic system services and for performing hardware dependent tasks;

• network communication procedures 254 (which may be included in the operating system);

• a voice mailbox access application 256, which may include a Web browser program; • an inbound streaming voice interface 258, including software procedures and buffers for converting inbound packets of audio data into audio signals to be played on the speaker 204; and

• an outbound streaming voice interface 260, including software procedures and buffers for converting audio signals received via microphone 206 into packets of audio data to be sent to the voice mail system.

A brief discussion of the operation of voice mail system 100 and client computer system 200 follows. A user would typically access the voice mail system 100 through a telephone 198. The user would dial into the system 100, providing the mailbox number 312 and a passcode 314 to access his/her account. By using the keypad of telephone 198, or by using voice commands, the user can exchange information with the voice mail system 100.

Alternately, the user can also access the voice mail system 100 through client computer 200, which is configured for receiving commands from user interface 220 and/or microphone 206. In that case, the client computer system establishes a connection with the system 100 via the Internet or other networks 192. Then, the user provides the mailbox number 312 and passcode 314 to access his/her account. More specifically, client computer system 200 receives signals representing user inputs via user interface 220 or via microphone 206, and processes the signals to generate commands and/or instructions that are sent to the voice mail system 100 via network interface 290. In the present embodiment, the client computer 200 displays, in the form of a graphical user interface, command buttons for instructing the voice mail system to play back individual ones of the messages, and command buttons for instructing the voice mail system to play back initial segments of the messages. When a user presses any of the command buttons, a corresponding CGI command is transmitted to the voice mail system 100. The voice mail system 100 responds by sending the client computer system 200 a stream of data packets that contain data representative of the selected message(s) or message snip(s). The inbound streaming voice interface 258 receives the streamed message via the network interface 290. The client computer system 200 then converts the digital streamed audio message into a signal that is rendered audible by speaker 204. Figure 4 is a flow diagram illustrating steps of the voice mail playback process 400 in accordance with one embodiment of the present invention. Voice mail playback process 400 is preferably carried out when a user accesses a voice mail system (e.g., voice mail system 100) via a telephone. As illustrated, process 400 begins at step 410 when a user logs in. In the present embodiment, the user logs in when he/she dials into the voice mail system and provides an accurate voice mailbox number and passcode.

At step 420, the voice mail system informs the user of the number of voice mail messages that are new. For example, if the user has five new messages, the voice mail system will play "You have five new messages."

At step 430, it is determined whether message-scan mode is enabled. In the present embodiment, message-scan mode is enabled when the user presses a pre-defined key on the keypad of the telephone. Message-scan mode may also be a default feature of the voice mail system that remains enabled unless deactivated.

If it determined that message-scan mode is not enabled, then at step 440, voice mail messages are played back in a normal manner. Normal voice mail playback processes are well known in the art. Generally, each message is played back in full and then deleted, svaed or forwarded. The user may optionally skip ahead to a next message without hearing to the full message. After one or more of the voice mail messages have been played, the process 400 ends at step 445.

If it is determined that message-scan mode is enabled, then, at step 450, an initial segment (e.g., the first few seconds) of the first voice mail message is played, followed by a short pause (e.g., one and a half second). According to the present invention, within the first few seconds of any voice message in any language, the caller typically identifies herself or himself. By the tone of voice, the caller also gives information about the urgency of the call. Within another two or three seconds the caller will in many cases reveal the purpose of the call. Thus, there is a natural "header" already available in recorded voice messages that is almost foolproof for identifying the caller. Further, the inventor herein has discovered that a two-second segment is enough to identify the caller in nearly all cases, and maximum "scannability" would be achieved if the voice mail messages are truncated after a scant second-and-a-half. However, a slightly longer segment (about three to six seconds) is preferred because it is preferable to give the user more time to react to the segment by pressing a key and thereby indicating a wish to play back the message to completion. Thus, in the present embodiment, the initial segment is about two to six seconds long.

During playback of the initial segment of the voice mail message, or during the short pause immediately following, the user is free to press any key to interrupt the playback. At step 460, it is determined whether any key is pressed when during playback of the initial segment. If a key is pressed, playback of the snip is immediately interrupted, and the voice mail message is played to completion at step 470. Thereafter, at step 475, the voice mail message is disposed. In the present embodiment, voice mail messages can be disposed by one or more of the following ways: saving, deleting, skipping, forwarding to anther voice mail box, etc.

If the message-scan mode of the initial segment is not interrupted, then at step 480, it is determined whether there are any more new messages. If so, steps 450, 460, 470 475, 480 are repeated for the next message. For example, if there are five new messages, the first three seconds of each of the five messages are played back to back, with a short pause (e.g., half a second) in between, unless the playback is interrupted. In this way, a significant amount of time will be saved when the user utilizes message-scan mode to determine which calls should be skipped and which calls should be listened to.

At step 490, after all the messages have been played or scanned, the voice mail playback process 400 ends.

Figure 5 is a flow diagram illustrating steps of the voice mail playback process 500 in accordance with another embodiment of the present invention. Voice mail playback process 500 is preferably carried out when a user accesses a voice mail system (e.g., voice mail system 100) via a client computer system (e.g., computer system 200). As illustrated, process 500 begins at step 510 when a user logs in. In the present embodiment, the user logs in when the client computer system establishes a network connection with the voice mail system and the user provides an accurate voice mailbox number and passcode.

At step 520, the voice mail system informs the user of the status of the user's voice mailbox, a number of new voice mail messages, etc. For example, if the user has five new messages, the voice mail system transmits header information of the new messages to the client computer system. In the present embodiment, header information includes caller ID information, time-stamp information for each of the new messages. Additionally, the voice mail system transmits definitions of command buttons and CGI commands, etc. to the client computer system such that a GUI for the voice mailbox can be set up.

An exemplary GUI 600 of a client computer system displaying message status information is illustrated in Figure 6. In this embodiment, the GUI 600 includes one region for new voice mail messages, which are messages not yet heard by the user, and old voice mail messages, which are messages previously heard by the user that the user has not yet deleted.

Also illustrated in Figure 6 are command buttons 610. Command buttons 610a and 610b are for instructing the voice mail system to play back individual ones of the messages, while command buttons 610c and 610d are for commanding the voice mail system to play back snips of all new messages or all old messages in the user's mailbox. Command buttons 610e and 61 Of are for instructing the voice mail system to play back individual ones of the message snips. When a user presses any of the command buttons 610, a corresponding CGI command is transmitted to the voice mail system, or a web server acting on behalf of the voice mail system. The CGI command instructs the voice mail system to convey to the client computer either a selected one of the voice mail messages, or snips of the voice mail messages in the user's mailbox. More accurately, the voice mail system sends to the client computer a stream of digitized audio data packets that contain the selected voice mail message or the snips of the voice mail messages. When, during playback of message snips, the user presses a screen button (not shown), or a keyboard button so as to select for full play a particular one of the voice mail messages, the client computer sends a CGI command to the voice mail system to instruct it to send to the client computer a stream of digitized audio data packets that contain the full content of the user selected voice mail message.

According to the present invention, a Web browser software program (e.g., Netscape Navigator™) may be used to display the GUI.

With reference again to Figure 5, at step 530, it is determined whether a CGI command is received. In the present embodiment, the CGI command may instruct the voice mail system to play an individual voice mail message, to play an individual message snip, or to a number of message snips sequentially.

At step 540, if it is determined that the user has selected a command button that is configured for instructing the voice mail system to play an individual voice mail message, the voice mail system will transmit the selected voice mail message to the client computer system to be rendered audible.

At step 550, if it is determined that the user has selected a command button that is configured for instructing the voice mail system to play an individual voice message snip, the voice mail system will transmit the selected voice mail message snip to the client computer to be rendered audible. One advantage of playing only the initial segment of the voice mail message is that the snip would take less time to download than the entire voice message. An additional advantage is that, because client computer systems may play back the voice messages via speakers, playing the initial segment alone would safeguard the privacy of the user, who may not want the content of a message to be heard by others in the vicinity.

At step 555, if it is determined that the user has selected a command button that is configured for instructing the voice mail system to play the voice message snips sequentially, the voice mail system will transmit the voice message snips to the client computer to be rendered audible. In the present embodiment, there is a pause in between the playback of each message snip. During playback of a voice message snip, or during the pause, the user may interrupt and may instruct the voice mail system to play the press the voice message to completion by pressing a command button, or a keyboard button.

After the user has finished listening to the voice mail messages, the user may select methods of disposing of the voice mail messages by selecting the appropriate command buttons. The user may also choose to log out of the voice mail system at step 560.

The present invention, a voice mail system with message-scan capability, has thus been disclosed. The present invention can be implemented as a computer program product for use in conjunction with a computer system. The computer program product may comprise a computer readable storage medium (e.g., a CD-ROM, magnetic disk storage product, or any other computer readable data or program storage product) and a computer program mechanism embedded therein. The computer program mechanism may also be distributed electronically, via the Internet or otherwise, by transmission of a computer data signal over a computer network.

WTiile the present invention has been described with reference to a few specific embodiments, the description is illustrative of the invention and is not to be construed as limiting the invention. For example, in other embodiments of the present invention, the initial few seconds of the voice message can be used to replace the traditional "header"(e.g., caller ID, time-stamp information) of a voice mail message. It should also be appreciated that, embodiments of the present invention may be implemented with JAVA™ servlets as an alternative to CGI scripts. Various other modifications may occur to those skilled in the art without departing from the true spirit and scope of the invention as defined by the appended claims.

Claims

CLAIMSWhat is claimed is:

1. In a voice mail system, a method of playing back voice mail messages, comprising:

(a) playing back a first segment of a first one of the voice mail messages; and

(b) unless a user input is received during (a), playing back a second segment of a second one of the voice mail messages without playing back the first voice mail message to completion.

2. The method of Claim 1, further comprising continuing playing back the first voice mail message beyond the first segment provided the user input is received during (a).

3. The method of Claim 1 , further comprising pausing before playing back the second segment.

4. The method of Claim 1 , wherein the first segment is approximately two to six seconds long.

5. The method of Claim 1 , further comprising step of playing back the second voice mail message to completion provided that the user input is received during (b).

6. In a voice mail system, a method of playing back a plurality of voice mail messages, comprising:

(a) playing back, in sequence, an initial segment of each of the plurality of the voice mail messages; and

(b) upon receipt of a user input during the playing back of the initial segment of any particular one of the voice mail messages playing back the particular one of the voice mail messages until the earlier of completion thereof and the receipt of another user input.

7. The method of claim 6, wherein the initial segment of each of the voice mail messages is approximately two to six seconds long.

8. The method of claim 6, further including pausing after playing back each initial segment before playing the initial segment of a next voice mail message, and responding to the user input during the pause as though the user input were received during the playing back of the last initial segment to be played back.

9. A voice mail system, comprising: storage for storing voice mail messages of a plurality of users, the messages for each user being stored within a voice mailbox within the storage; a telephone network interface for communicating with a user of the plurality of users via a telephone and for receiving user inputs; and a message playback module for playing back voice mail messages in the user's voice mailbox, the message playback module including a message summary module for playing back an initial segment of each of a plurality of voice mail messages in the user's voice mailbox and for responding to a user input during the playing back of the initial segment of any particular one of the voice mail messages by playing back the particular one of the voice mail messages until the earlier of completion thereof and the receipt of another user input.

10. The voice mail system of Claim 9, wherein the first segment is approximately two to six seconds long.

11. The voice mail system of Claim 9, wherein the first segment comprises an initial segment of the voice mail message.

12. A computer program product for use in conjunction with a computer system, the computer program product comprising a computer readable storage medium and a computer program mechanism embedded therein, the computer program mechanism comprising: an inbound voice message storage module for storing voice messages in a user's voice mailbox; and a message playback module for playing back voice mail messages in the user's voice mailbox, the message playback module including a message summary module for playing back an initial segment of each of a plurality of voice mail messages in the user's voice mailbox and for responding to a user input during the playing back of the initial segment of any particular one of the voice mail messages by playing back the particular one of the voice mail messages until the earlier of completion thereof and the receipt of another user input.

13. The computer program product of Claim 12, wherein the initial segment is approximately two to six seconds long.

14. The computer program product of Claim 12, wherein the message summary module is configured for pausing after playing back each initial segment before playing the initial segment of a next voice mail message, and responding to the user input during the pause as though the user input were received during the playing back of the last initial segment to be played back.

15. In a voice mail system, a method of transmitting voice mail messages to a client computer system coupled remotely thereto, the method comprising:

(a) transmitting to the client computer system information indicating presence of the voice mail messages;

(b) upon receiving a first user request for playing back a respective one of the voice mail messages, transmitting data packets representative of the respective voice mail message to the client computer system to be rendered audible; and

(c) upon receiving a second user request for playing back an initial segment of the entire one of the voice mail message, transmitting data packets representative of the initial segment of the respective voice mail message to the client computer system to be rendered audible.

16. The method of Claim 15, wherein the initial segment is approximately two to six seconds long.

17. The method of Claim 15, further comprising: transmitting caller identity information of the voice mail messages to the client computer system to be displayed; and transmitting time-stamp information of the voice mail messages to the client computer system to be displayed.

18. A computer program product containing therein computer readable codes for causing a computer system to perform a method of accessing voice mail messages stored within a voice mail system coupled remotely thereto, the method comprising steps of:

(a) receiving from the voice mail system information of the voice mail messages;

(b) displaying a first link to data representative of a respective one of the voice mail messages;

(c) displaying a second link to data representative of an initial segment of the respective voice mail message;

(d) upon selection of the first link, transmitting to the voice mail system a first user request for the respective voice mail message; and

(e) upon selection of the second link, transmitting to the voice mail system a second user request for the initial segment of the respective voice mail message.

19. The computer program product of Claim 18, wherein the initial segment is approximately 2 to 6 seconds long.

20. The computer program product of Claim 18, wherein the method further comprises steps of: receiving caller identification information associated with the respecitve voice mail message; and displaying the caller identification information with the first link and second link.

21. The computer program product of Claim 18, wherein the method further comprises steps of: receiving time-stamp information associated with the respective voice mail message; and displaying the time-stamp information with the first link and the second link.