U.S. patent application number 10/345413 was filed with the patent office on 2003-09-18 for intelligent integrated on-hold messaging system for use with business telephone systems.
Invention is credited to Hazenfield, Joey C..
Application Number | 20030174818 10/345413 |
Document ID | / |
Family ID | 28044955 |
Filed Date | 2003-09-18 |
United States Patent
Application |
20030174818 |
Kind Code |
A1 |
Hazenfield, Joey C. |
September 18, 2003 |
Intelligent integrated on-hold messaging system for use with
business telephone systems
Abstract
A programmable in-the-skin or intelligently connected message on
hold delivery system is disclosed which comprises a message storage
system and a processor for generating prompts which are transmitted
to a control device. The prompts are received at the control device
and allow an operator to select from a number of options in order
to select, among other things, certain ones of the messages stored
on said message storage system for playback, as well as the
sequence in which said messages are to be played back. The message
playback devices are each provided with one or more libraries of
messages, and comprise at least one or more audio and/or visual
advertising messages. Said sistem enables the user to start a
pre-recorded audio or visual message at the beginning each time a
caller is placed on hold in the telephone system.
Inventors: |
Hazenfield, Joey C.;
(Cincinnati, OH) |
Correspondence
Address: |
ROYLANCE, ABRAMS, BERDO & GOODMAN, L.L.P.
1300 19TH STREET, N.W.
SUITE 600
WASHINGTON,
DC
20036
US
|
Family ID: |
28044955 |
Appl. No.: |
10/345413 |
Filed: |
January 16, 2003 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
|
|
60349236 |
Jan 18, 2002 |
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Current U.S.
Class: |
379/88.22 ;
379/76 |
Current CPC
Class: |
H04M 3/493 20130101;
H04M 7/129 20130101; H04M 3/428 20130101; H04M 3/4878 20130101;
H04M 2203/353 20130101 |
Class at
Publication: |
379/88.22 ;
379/76 |
International
Class: |
H04M 001/64 |
Claims
What is claimed is:
1. A telephone system with a built in programmable on hold message
delivery system for playing messages to callers placed on hold
comprising: a message playback device, said message playback device
comprising a storage device for storing messages and for playing
selected ones of said messages to a list of extensions, or lines as
selected by the user, and a control device operable to receive
prompts and transmit command signals for controlling said playback
device; said message playback device being adapted to receive said
command signals for selected ones of said messages for playback by
said message playback device, said message playback device being
programmable to access said messages identified from said storage
device and to provide said messages to become enabled to play
messages chosen by the user to the chosen lines or extension's
selected by the user.
2. A system as claimed in claim 1, wherein said control device is
selected from the group consisting of a proprietary telephone
instrument, standard DTMF telephone, general purpose computer,
cellular phone, hand help computer device.
3. A system as claimed in claim 1, wherein said message playback
device comprises a processing device, a storage device for storing
said messages as respective files, that is connected through an
intelligent connection to the telephone system.
4. A system as claimed in claim 1, wherein message playback device
comprises group or messages consisting of audio and or video
messages selectable to be played to the user.
5. A programmable message delivery system for playing messages on a
telephone system comprising: a message playback device comprising a
storage device for storing messages and for playing selected ones
of said messages through the telephone system as selected by the
user, to a list of extensions or lines within the telephone
system.
6. A system as claimed in claim 5, wherein at least one of said
prompts causes said device to output at least one of a list of
titles and reference codes corresponding to said messages from
which said operator can select a plurality of said messages for
play at said message playback device, said device further being
operable to respond to said prompts with response signals selected
by said operator, and corresponding to a playlist comprising data
relating to said plurality of messages, said message playback
device further being operable to receive said response signals and
based thereon to implement said playlist.
7. A system as claimed in claim 6, wherein at least one of said
prompts comprises at least a portion of one of said messages
identified in said at least one of said menu signals, said portion
being audible by said operator.
8. A system as claimed in claim 6, wherein one of said prompts
comprises at least one of a current playlist and a pending playlist
for said message playback device, said current playlist and said
pending playlist each comprising said reference codes corresponding
to said selected messages, said pending playlist further comprising
a date and time corresponding to when said pending playlist is to
be implemented by said message playback device.
9. A system as claimed in claim 8, wherein said prompts allow said
operator to specify at least one of a plurality of parameters
selected from the group consisting of a time of day when said
pending playlist is to be implemented by said message playback
device, a date on which said pending playlist is to be implemented
by said message playback device, a sequence in which said selected
messages are to be played, and how many times to repeat said
selected messages in said sequence at said message playback
device.
10. A system as claimed in claim 6, wherein said prompts guide said
operator to select one of said messages from said playlist and an
operation selected from the group consisting of adding at least one
of said messages to said playlist, deleting at least one of said
messages to said playlist, changing said sequence of said messages
on said playlist, and changing at least one of the date or time for
playing at least one of said messages.
11. A method of programming a message playback device comprising
the steps of: storing a library of discrete and individually
accessible messages at said message playback device; storing at
least one of a title and an identification code for uniquely
identifying each of said messages in a memory of said message
playback device; generating and transmitting prompts relating to
said messages stored at said message playback device to a e control
device; and selecting at least one of said messages from said
library for play at said message playback device using said control
device to transmit response signals from said communication device
to said message playback device corresponding to said selected
message.
12. A method as claimed in claim 11, further comprising the steps
of: receiving said response signals at said message playback
device; accessing said selected message from said library stored at
said message playback device; and playing said selected message on
said message playback device.
13. A method as claimed in claim 11, wherein said messages are
stored on at least one optical disc at said message playback
device.
14. A method of programming a message playback device comprising
the steps of: storing a library of discrete and individually
accessible messages at a message playback device, each message
being uniquely identified by at least one of an identification code
and a title; generating and transmitting prompts from said message
playback device to a e control device said prompts comprising at
least one of said identification code and said title for at least
one of said message; operating said Control device to identify
messages from said library for playback, and a sequence for
playback of said messages, and response signals relating to said
messages and said sequence; and entering playlist data using said
Control device to respond to said prompts, said prompts providing
selections to an operator selected from the group consisting of
said identification codes of selected ones of said messages, said
titles of selected ones of said messages, times for commencing the
play of said messages, and a sequence for playing said
messages.
15. A method as claimed in claim 14, further comprising the steps
of: receiving said commands at said message playback device;
accessing said selected messages from said library stored at said
message playback device; and playing said selected messages on said
message playback device.
16. A programmable message delivery system for playing messages
comprising: a storage device for storing discrete, individually
accessible messages; a processor connected to said storage device
and programmable to access at least one of said messages; and a
control device connected to said playback device for receiving
prompts from said processor and for transmitting response signals
to said processor;
17. A system as claimed in claim 16, wherein said operator can
select a sequence of said messages, said processor being
programmable to access each of said selected messages via said
storage device to provide said messages to said input for play on
said output in accordance with said sequence.
Description
PRIORITY INFORMATION
[0001] The present application claims priority under 35 U.S.C.
.sctn. 119(e) to U.S. Provisional application No. 60/349,236 filed
Jan. 18, 2002, the entire contents of which are herein expressly
incorporated by reference.
FIELD OF THE INVENTION
[0002] The invention is related to on-hold messaging systems for
business telephone systems. More specifically, the invention
relates to an intelligent integrated message on-hold system that
allows a user, connected through an intelligent interface, to store
and randomly access selected pre-recorded messages with a variety
of options for playback of the messages when callers are placed on
hold. An additional features includes, but is not limited to, the
ability to start the stored message at the beginning of the message
each time a call is placed on hold if desired.
BACKGROUND OF THE INVENTION
[0003] Many businesses use music or audio promotions of products or
services while the customer is placed on-hold and waiting for
assistance. Most existing telephone systems use externally
connected tape players, digital announcer's or CD players as the
audio source. These external audio sources are connected through a
port on the telephone system and are referred to as "dumb
connections." They are called dumb connections because there is no
ability to interact, or program the external audio source.
[0004] A prior art message on-hold (MOH) telephone messaging system
is disclosed in U.S. Pat. No. 5,870,461 to Hazenfield (the '461
patent), the entire contents of which are expressly incorporated
herein by reference. The MOH audio messaging system disclosed in
the '461 patent provides the ability to add or delete individual
messages from a playlist and to change the play sequence of
messages stored within the business telephone system. Another prior
art MOH telephoning system is disclosed in U.S. Pat. No. 5,991,374
to Hazenfield (the '374 patent) the entire contents of which are
expressly incorporated herein by reference. The '374 patent
discloses a programmable on-hold messaging system for controlling
the playback of messages in music on-hold compatible telephone
systems by providing the user with a geographic user interface for
control of messages and track selection. The system is intelligent
but interfaces to the telephone system through a dumb
connection.
[0005] What does not currently exist is an MOH system which could
be accessed from any general purpose computer, dual-tone multi
frequency (DTMF) telephone or digital electronic terminal. Such a
system could provide play-lists of messages from a library of
messages contained on a local storage unit, located within the
telephone system, i.e., as an integrated feature of the business
telephone system. By incorporating an intelligent interface to the
business telephone system, an operator could modify the play-lists
by adding messages, deleting messages, or changing the order of
messages in each play-list. Furthermore, in such a system, it would
be advantageous to be able to assign different telephone extensions
within a business phone system to listen to particular play-lists
when callers calling those extensions are placed on hold. In this
manner, callers calling an engineering department of a company, for
instance, could hear messages related to engineering. Callers
calling extensions in a sales department could hear messages
related to recent product offerings. it would further be
advantageous to extend the features of such a system to allow two
(or more) companies to share a phone system but provide separate
messages to be played to the callers placed on hold for each
company sharing such a system. Furthermore, the messages related to
the two (or more) different companies could be assigned to
different play-lists, with callers calling a first company
listening to messages related to the first company, callers calling
a second company listening to messages related to the second
company, and so on. Furthermore it would be advantageous to provide
the ability to start the messages at the beginning of the track,
instead of at random points within the tracks, as is found in the
prior art.
SUMMARY OF THE INVENTION
[0006] The above objectives are met and other advantages are
realized in a method and system according to the present invention,
in which a message storage and retrieval for one or more message
libraries, each library containing one or more messages. The
message playback is capable of generating audible and/or visual
prompts directed to assist an operator to select various options in
order to change parameters of the message's playing. Among the
parameters which can be changed are a playlist for determining a
sequence in which messages are played, and an extension list or
trunk list (telephone line) for determining which message libraries
are associated with various extensions or telephone lines.
[0007] In accordance with an aspect of the present invention, a
programmable message delivery system is provided which allows
operators to specify message sequences that are to be played at one
or more sites via a telephone system The message delivery system
allows for storing a plurality of messages and for controlling at
least one or more of the stored messages. The message delivery
system allows the operator to make several choices. These choices
include selecting which message(s) in a message library is (are) to
be played; the sequence in which the messages are to be played;
which telephone extensions are to be associated with which
particular message library; and a system and method for
implementing these choices.
[0008] In accordance with yet another aspect of the invention, the
interface between the user and the invention is a digital
proprietary terminal, a telephone instrument, or a general purpose
computer connected via a network (which can be the Internet, an
intranet, LAN, WAN, or public or private phone line (wireless or
wired)) to a business telephone system. If, for example, the user
interface is a general purpose computer accessing the invention via
the Internet, prompts generated by the message delivery system,
comprise web pages viewable on the general purpose computer having
a web browser. An operator accesses the web pages via the computer
and makes selections via an input device such as a mouse or
keyboard. The choices are communicated back to the message delivery
system.
[0009] In accordance with a further aspect of the invention, the
communication link is a telephone network, and the remote
communication device is a standard DTMF telephone. A remote
operator accesses the message delivery system by calling the
telephone number assigned to the message delivery system. The
processor of the message delivery system then generates audio
prompts which are transmitted to the operator over the telephone
network. The operator is able to make selections by pressing
appropriate keys on the DTMF telephone. The operator's selections
are transmitted back over the telephone network and received by the
message delivery system. The operator's selections are then
implemented by the message delivery system.
[0010] In accordance with still another aspect of the present
invention, the processor of the message delivery system is
programmable to generate prompts which allows a user to select a
message from the message directory and to display a full text
script of the message, or listen to at least a portion of the
message.
[0011] In accordance with yet another aspect of the present
invention, the processor of the message delivery system is
programmable to receive control signals from a communication device
and to implement selections represented by the control signals,
such selections affecting parameters of the message delivery
system, such as whether any messages should be deleted, the
sequence in which messages are to be played, and which message
libraries are associated with certain telephone extensions or
telephone lines connected to the business telephone system.
[0012] In accordance with still another aspect of the present
invention, the telephone system is able to start a pre-recorded
message at the beginning of the message when a caller is placed on
hold. Additionally, a further aspect of the invention allows the
user of the message delivery system to store one or more messages
and recall these messages using a set of commands from within the
telephone system and store the message, preferably, within the body
of the phone system, or externally with an intelligent connection
to the message delivery system. Furthermore, video and/or
multimedia messages maybe displayed to callers with appropriate
phone or communication systems, when they are placed on hold.
BRIEF DESCRIPTION OF THE DRAWINGS
[0013] The novel features and advantages of the present invention
will be more readily apprehended from the following detailed
description of the preferred embodiments which follows, when read
in connection with the appended drawings, which form a part of this
original disclosure, and wherein:
[0014] FIGS. 1A and 1B are schematic block diagrams of alternative
embodiments of a programmable integrated messaging on-hold delivery
system constructed in accordance with an embodiment of the present
invention;
[0015] FIG. 2 is a schematic block diagram of a intelligently
connected message on-hold playback device constructed in accordance
with an embodiment of the present invention and connected to a
conventional message on-hold compatible telephone system;
[0016] FIG. 3 illustrates a block diagram representation of an
administrative and message database table used in conjunction with
an embodiment of the invention;
[0017] FIG. 4 illustrates a block diagram representation of a
message playlist database table used in conjunction with an
embodiment of the invention;
[0018] FIG. 5 illustrates a block diagram representation of graphic
interfaces for use in a messaging on-hold system according to an
embodiment of the invention;
[0019] FIG. 6 illustrates a block diagram representation of a
graphic interface for use in the messaging on-hold delivery system
for selecting messages for a playlist via a messaging on-hold
website;
[0020] FIG. 7 illustrates a block diagram representation of a
graphic interface for use in the messaging on-hold delivery system
for programming a playlist via a messaging on-hold website; and
[0021] FIG. 8 illustrates a schematic block diagram of a general
purpose computer for accessing the message on-hold pre-recorded
messages in accordance with an embodiment of the present
invention.
DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS
[0022] The various features of the preferred embodiments will now
be described with reference to the drawing figures, in which like
parts are identified with the same reference characters. The
following description of the presently contemplated best mode of
practicing the invention is not to be taken in a limiting sense,
but is provided merely for the purpose of describing the general
principles of the invention.
[0023] FIGS. 1A and 1B are schematic block diagrams of alternative
embodiments of a programmable integrated messaging on-hold delivery
system (messaging on-hold delivery system) constructed in
accordance with an embodiment of the present invention. FIG. 1A
depicts both an intelligently connected messaging on-hold playback
device (IC MOH playback device) 200 and an integrated messaging
on-hold playback device (IMOH playback device) 1 as part of a
messaging on-hold delivery system 100. Either IC MOH playback
device 100 or IMOH playback device, in conjunction with business
telephone system 2, and the other elements shown (and described
below) comprises a messaging on-hold delivery system 100.
"Intelligently connected" means that the playback devices (i.e.,
message memory or storage devices) have an integrated
microprocessor and input/output communication hardware, which
further means that it can receives instructions, store instructions
and act upon those instructions at the present or some later time.
IMOH playback device 1 has the same features as IC MOH playback
device 200, but is instead built within business telephone system
2, perhaps as a computer card, or other similar type of hardware
design that achieves integration within the physical framework of
business telephone system 2. Both IMOH playback device 1 and IC MOH
playback device 200 communicates with business telephone system 2,
for the playback of messages to callers within the business
telephone system while placed on-hold. The term "message" used
herein refers to music, advertisements or other recorded audio or
multi-media messages, which can be played for a person whose
telephone or video call has been answered by a human or
auto-attendant device of the business telephone system.
[0024] The messaging on-hold delivery system 100 of FIG. 1A
comprises either IMOH playback device 1 or IC MOH playback device
200, business telephone system 2 (which is a conventional message
on-hold (MOH) telephone system), external message storage devices
(tape, CD ROM, external hard drive 12) 13, network computer (with
various memory devices) 11, network 40, interface 42 and remote
devices 60. Network 40 and remote devices 60 each comprises many
different types of devices, which will be discussed in detail
below. External message storage devices comprises a tape player, CD
ROM and/or external hard drive 12 and the memory located within or
attached to network computer 11.
[0025] Internal message on-hold (IMOH) playback device 1 comprises
a processor 4, memory 6 and input/output hardware 8. In both IMOH
playback device 1 and IC MOH playback device 200 (playback devices)
1,200 program instructions are stored within their respective
memory devices which enable the processors within to perform the
process of a messaging on-hold system. It is well known in the art
that such instructions may be stored in suitable and appropriate
memory.
[0026] Remote devices 60 of messaging on-hold delivery system 100
comprises a cell phone 24, digital telephone 26, general purpose
computer (computer) 28, analog telephone 30 and/or personal digital
assistant (PDA) 32. Network 40 comprises LAN 34, WAN 36, Internet
38, private phone network 44, cellular phone network 46, satellite
phone network 48 and/or PSTN 50. These can be used singularly, or
in various combinations with each other. For example, cell phone 24
will most certainly interface with cellular network 46, which may
then interface with PSTN 50. Or, PDA 32 can interface directly with
cellular network 46, or through computer 28, which then might
interface with PSTN 50 to connect to business telephone system 2.
Because computer 28 (as well cell phone 24 and PDA 32), can be used
with the Internet, a web browser might be available as an
"interface to messaging on-hold delivery system 100. Additionally,
there might be a private phone network 44 which is final network
within the "walls" of the business such that all other networks
interface directly to it. A discussion of all the possible means of
interfacing from remote devices 60 with business phone system 2 is
beyond the level necessary for an understanding of the present
invention. It is generally known, and understand to those skilled
in the art, that any of those remote devices listed, or which in
the future become available to the public or private sector to use,
can be used in accordance with the system and methods of the
invention, and an intimate understanding of how these
communications works is not needed to understand how the present
invention works
[0027] FIG. 2 is a schematic block diagram of a intelligently
connected message on-hold playback device constructed in accordance
with an embodiment of the present invention and connected to a
conventional message on-hold compatible telephone system.
Intelligently connected message on-hold (IC MOH) playback device
200 comprises processor 202, memory 204 and I/O 206. Note that in
Fig. 1A IC MOH playback device 200 is shown with a connection to
both network 40 and directly to business telephone system 2. In the
former case, communications to and from IC MOH playback device 200
are through network 40, which might include a LAN 34 and/or private
phone network 44. In this case, the network computer 11 will
facilitate communications. In the latter case, IC MOH playback
device 200 will communicate directly with business telephone system
2. Memory 204 will from herein be referred to as external message
storage device 13. External message storage devices 13 includes not
only external hard drive/CD ROM and tape, but the memory component
of network computer 11. Essentially, any message storing capable
memory device that is not physically located within business
telephone system 2 is considered to be an external message storing
device 13. Any message storing capable memory device physically
located with business telephone system 2 is considered to be an
internal message storage device 15. Any and all of the memory
devices are capable of storing messages for use in the messaging
on-hold delivery system 100, and can be accessed by business
telephone system 2 when playback of messages for on-hold callers is
necessary.
[0028] Referring back to FIG. 1A, remote devices 60 are capable of
controlling the playback and programming of messages. Although an
apparently exhaustive list of remote devices and network systems
has been presented, it should be realized by those skilled in the
art that other combinations of network types and remote devices 60
are contemplated to be within the scope of the present invention.
Messages can be stored in any of the external message storage
devices 13 and/or internal message storage devices 15. Internal
message storage devices 15 might also comprise an integrated
circuit chip, such as a random access memory storage device (RAM)
or even a read-only memory (ROM) storage device. Messaging on-hold
delivery system 100, which also comprises executable software
instructions located within memory 206 of IC MOH playback device
200 and memory 6 of IMPH playback device 1 (as well as the
associated aforementioned hardware) can access any of the internal
message storage devices 15 and external message storage devices 13,
to obtain specific, individual pre-recorded messages as necessary.
Through the use of network 40 and remote devices 60, members of the
business (or multiple businesses for a shared messaging on-hold
delivery system 100) that own messaging on-hold delivery system 100
can record or download new messages.
[0029] In accordance with the present invention, both playback
devices 1, 200 internal and external message storage devices 13, 15
store header information pertaining to each message stored in the
storage device, such as a message number, an alphanumeric message
title, etc. Header information can be accessed by the processors 4,
202 to generate prompts which are transmitted to one or more of the
remote devices 60 to inform the operator which messages are
available in external and internal message storage devices 13, 15.
Header information may also be used by processor 4,202 to define
playlists, and the number and content of playlists may also be
conveyed to operators using one or more of remotes devices 60.
Furthermore, processors 4,202 can transmit at least a portion of
each message to any of remote communication devices 60 to further
assist an operator of the system in identifying messages and
configuring the playlist (i.e., for use in previewing the stored
messages).
[0030] Thus, in accordance with the present invention, both
playback devices 1, 200 can be programmed by operators using any of
remote devices 60 to select and play messages stored in memory
within (or accessible to) each playback device 1, 200 in business
telephone system 2. Furthermore, messaging on-hold delivery system
100 simplifies the process of selecting message playlists and
allows an operator to more effectively maintain a promotional
program for customers placed on-hold.
[0031] Processor 4 of messaging on-hold delivery system 100, is
programmed to generate prompts based on existing data structures.
This allows operators to define and update message playlists and
any other necessary parameters related to the configuration of the
messages via remote communication devices 60. The data structures
stored in both playback devices 1, 200 comprise identification
codes corresponding to each message stored in either playback
device 1, 200 (or memory accessible to each); playlists currently
in use; telephone extensions connected to business telephone system
2 that are associated with each playlist, and alternate playlists
(e.g., playlists having future effective dates), among other data.
Additionally, processors 4, 202 are also programmed to provide an
interface by generating prompts which are transmitted to all or any
of remotes devices 60 for guiding an operator when making changes
to the configuration of messaging on-hold delivery system 100
(e.g., defining a new playlist or modifying existing records).
[0032] If remote communication device 60 is computer 28 with a
standard web browser, then both playback devices 1, 200 will be
configured to generate prompts as HTML web pages to be displayed in
the browser window of computer 28. Playback devices 1, 200 will
also be programmed to respond to input from computer 28, such as
data entered via a keyboard, keypad, or clicks of a mouse.
Alternatively, if the remote device 60 is either digital telephone
26 or analog telephone 30, external and internal message storage
devices 13, 15 will be configured to generate prompts in the form
of audio messages which are heard by the operator of the telephones
26, 30 (audio prompts may also be configured to be sent to computer
28, and possibly PDA 32, if operating through the Internet). The
prompts will provide guidance to the operator, including
instructions on pressing certain telephone keys to cause certain
actions. Playback devices 1, 200 will be further adapted to receive
response signals from the telephones 26, 30 based on keys which are
pressed by their operator(s).
[0033] FIG. 3 illustrates a block diagram representation of an
administrative and message database table used in conjunction with
an embodiment of the invention. Playback devices 1, 200 of
messaging on-hold delivery system 100, store various data
structures in database tables. Administrative table 310 includes
data such software version data 312 (i.e., the version of software
running on playback device 1, 200), configuration data 314 (i.e.,
the date and time when the configuration of playback device 1, 200
was last programmed) and status data 316 (i.e., when the status of
playback device 1, 200 was last read).
[0034] In addition to administrative table 310, playback device 1,
200 store message tables 320. Each message in messaging on-hold
delivery system 100 is preferably defined in a separate message
tabl320. Thus, in FIG. 3, the message table is denoted as "320(n)"
the "n" indicating a number of the message table, which can be
unlimited, but in a practical sense will be limited by memory
storage costs, etc. Message table 320 defines a single message
currently in existence in each playback device 1, 200 of messaging
on-hold delivery system 100. Changes to message table 320(n) may
occur when individual messages are added to, deleted from, or
modified within, playback device 1, 200.
[0035] Message table 320(n) comprises a plurality of fields, some
of which are interactive, for storing and/or retrieving information
about the particular message. This information includes: message
code 321 (which uniquely identifies that message); descriptive
title 322 for the message (i.e., header information, discussed
above); library number 323; track number 324 (i.e., the actual
track number on internal or external message memory storage devices
13, 15 that contains the audio and/or video data); message text 325
(for storing the text of the message for generation, if desired, on
computer 28 screen); date data 326 (the date on which the message
was recorded); multimedia flag 327 (which is an identification of
either an audio or multimedia file version of the message, which
can be transmitted to an appropriate remote device 60 for
playback); message preview 328 (which will preview the message with
an appropriately connected remote device 60); and timing data 330,
which further comprises introduction time 331, reading time 332 and
trailer time 333 (all timing data in seconds). The unique message
codes in the message tables preferably consist of a single
number.
[0036] FIG. 4 illustrates a block diagram representation of a
message playlist database table used in conjunction with an
embodiment of the invention. Message playlist table 400 is stored
in memory within (or accessible to) playback devices 1, 200.
Message playlist table 400 is comprised off three major sections:
the first message sequence field 402, the second is message data
parameters 410 and the third is output parameters 420. Message
sequence field 402 contains a list of the messages that comprises
the playlist (the "playlist" is, as its name denotes, a list of the
messages that the messaging on-hold system will play when a caller
is placed on hold; however, within the structure of playback device
1, 200, the playlist is referred to as message playlist table
400(n)--the "n" denotes that there may be a plurality of playlists
created by any operator of messaging on-hold system 100). The
messages in message sequence filed are listed according to their
message table number (i.e., message table 310(1), message table
310(5), etc.). The order within message sequence field 402 is the
order which the messages will be played. Thus, in FIG. 4, the
message defined by message table 310(1) will be played first,
followed by the message defined in message table 310(5), etc.
[0037] The second section of message playlist 400 is data
parameters 410. Data parameters 410 include creation date 412,
enablement date 414, scheduled start date/time 416 and scheduled
end date/time 418. The third section of message playlist table 400
is output parameters 420. In output parameters 420, extension
numbers 422 and/or telephone lines 424 are listed which will play
the message sequence defined in message sequence field 402.
[0038] Various graphic and textual displays (graphic displays) can
be displayed on a messaging on-hold (MOH) website for remote
devices 60 that are capable of accessing the MOH website and of
displaying these graphic displays. Some remote devices are capable
of receiving textual displays only, and those remote devices 60
will be discussed below. The principle aforementioned remote device
60 capable of displaying the graphic displays is computer 28, and
possibly PDA 32. The graphic displays correspond to prompts
generated by messaging on-hold delivery system 100, and transmitted
to computer 28. The graphic displays are created in a conventional
manner using, for example, relational database software, such that
data entered into the fields on the screens are processed and
stored to tables and are otherwise used to generate message
playlists in messaging on-hold delivery system 100.
[0039] FIG. 5 illustrates a block diagram representation of graphic
interfaces for use in a messaging on-hold system according to an
embodiment of the invention. The processors in each of playback
devices 1, 200 is programmed to generate a number of prompts to
guide an operator through the process of generating message
playlists, as well as modifying existing playlists. The prompts
generated by the processor of playback devices 1, 200 allow an
operator to describe relationships between extension number 422 and
telephone lines 424 connected to business phone system 2, and
message tables 310(n) and message playlist tables 400(n) in both
graphical (i.e., MOH website use) or audible terms, which are then
recorded in the memory of playback devices 1, 200. If a MOH website
is used, a number of graphic interfaces representing the display of
prompts on a remote computer are depicted in FIG. 1. Of course,
where visual prompts are described in relation to a computer having
a web browser, similar menu prompts could easily be generated by,
and responses thereto, in the form of DTMF tones. As shown in FIG.
5, the processors of both playback devices 1, 200 , is programmed
to generate a log-on screen 502 which prompts the operator to enter
the operator's name 504, an account number 506 and a password 508.
Once a valid password 508 is entered and recognized as such, the
processors of each playback device 1, 200 are programmed to
generate a main window screen which is transmitted to the computer
28.
[0040] FIG. 6 illustrates a block diagram representation of a
graphic interface for use in the messaging on-hold delivery system
for selecting messages for a playlist via a messaging on-hold
website. Referring back to FIG. 1 there is shown five graphic
interfaces that operators having access to an MOH website might
use: telephone lines 14, voice terminal extensions 16, message
library 18, playlist library 20 and voice IP terminals 22. Message
library 18, shown in detail in FIG. 6, shows a list, in window 602,
of all of the messages available to the operator by message title
and number. Double-clicking on any message in the list or clicking
on the button 604 opens its corresponding message table 320(n)
viewer screen. Message table 320(n) viewer screen allows the
operator to view message parameters, and along with the buttons in
Message library 18, to play a portion of the message through the
remote device 60, and to accept and transfer the highlighted
message for playback from playback devices 1, 200 located at
messaging on-hold delivery system 100. Window 602 shows all the
messages available for selection. There are the ubiquitous up/down
arrow buttons for scrolling through the available messages.
Clicking on button 604 will view (i.e., "open") the highlighted
message table 320(n), so that the operator might see all the
relevant data associated with the message. Button 606, when
clicked, will transfer the highlighted message to the currently
active playlist. A playlist can be chosen to be currently active in
two ways: First, by using window 610 to chose a playlist to become
active (by double clicking, and confirming the selection), or,
secondly, by using playlist library 20, which will be discussed in
detail below. When message library 18 first opens, window 610 lists
playlists associated with playback device 1, 200, and highlights
the currently active playlist. Clicking button 614 then opens
message playlist table 400(n), which is also known as playlist
editor 730. Clicking on button 608 allows an operator of an
appropriate remote device 60 to listen to the message before
selection, if desired. FIG. 6 shows the effect of either clicking
on button 604 or double clicking on a highlighted message title in
window 602 (corresponding to message table 320(1)), which then
opens message table 320(1) as window 612.
[0041] FIG. 7 illustrates a block diagram representation of a
graphic interface for use in the messaging on-hold delivery system
for programming a playlist via a messaging on-hold website.
Playlist library 20 is shown in FIG. 7. All available playlists are
shown in window 702; double clicking on any one of them, or
clicking the "view highlighted playlist" button 704 will open its
corresponding message playlist table 400(n), where "n" is the
number of the playlist. Playlists in window 702 are listed by
playlist name and number (n). Clicking button 706 opens window 720,
and shows all the playlists ever used (unless the history file is
purposely expunged) with playback devices 1, 200. Clicking on
button 708 displays the active playlist for playback device 1, 200
in window 712 (when playlist library 20 first opens, the active
playlist is already highlighted). Clicking on button 710 transfers
(after seeking confirmation) the highlighted playlist to playback
devices 1, 200 as the active playlist. Clicking on button 714
deletes the highlighted playlist from playback devices 1, 200.
[0042] Window 712 is essentially the same window as seen in FIG. 4,
i.e., message playlist table 400. When viewed in playlist library
20, it is also referred to as playlist editor 730. Playlist editor
730 indicates whether or not a playlist has an effective
transmission date, the telephone extensions or telephone lines on
which the playlist is to be played, as well as the messages in the
playlist. Extension numbers can be specified by clicking on the
extension numbers box 422 in message playlist table 400(n), which
will show a window that displays all the extension numbers a for
locations associated with messaging on-hold delivery system 100.
These extension numbers can then selected and dragged to an
"activate extension numbers" window, or by double clicking on each
individual extension number and dragging them to the "activate
extension numbers" window. Alternatively, an "All" button can be
clicked to automatically list all telephone extensions highlighted
in the area 12. Messages can be selected by clicking them in the
Message Library area 12 or on the message viewer screen (e.g.,
screen 12). "Remove" button 20 is provided to remove selected ones
or all of the messages in the message area 11. The entries in the
Playlist Editor area 12 can then be saved or canceled by clicking
the "Save" button 21 or the "delete" button 17, respectively. The
device 2,3 is programmed to update its memory to reflect changes
made through the interaction of the various prompts transmitted and
displayed in the form of screens on a remote computer or their
control device disclosed and controlled by the operator.
[0043] As stated previously, processors 4, 202 of the playback
device 1, 200 are programmed to generate prompts to guide the
operator in describing relationships between messages, playlists,
and telephone extensions and lines. The various prompts provide for
a variety of transactions between messaging on-hold delivery system
100, playback devices 1, 200 and the operator.
[0044] Messaging on-hold delivery system 100 realizes a number of
advantages over existing message delivery systems. The use of
intelligent message storage technology overcomes the aforementioned
problems with systems that employ "dumb connections" to business
telephone system 2, The screens generated by messaging on-hold
delivery system 100, and transmitted to the operator allows the
operators to select messages available at messaging on-hold
delivery system 100, for playback via a telephone system as well as
to define multiple playlists, and to associate each playlist with a
set of telephone extension numbers or telephone lines connected to
business telephone system 2. Thus, callers calling particular
telephone extensions and placed on hold will hear the messages
defined in the playlist associated with the called telephone
extension. Furthermore, the order in which the messages are to be
played can be defined. Thus, managers of private and public
organizations can use the messaging on-hold delivery system 100 to
program the information they wish to provide their customers via a
telephone system or other audio and/or visual advertising device
from a location at any time during the day or evening, efficiently
and cost-effectively.
[0045] The present invention has been described with reference to
certain exemplary embodiments thereof. However, it will be readily
apparent to those skilled in the art that it is possible to embody
the invention in specific forms other than those of the exemplary
embodiments described above. This may be done without departing
from the spirit and scope of the invention. The exemplary
embodiments are merely illustrative and should not be considered
restrictive in any way. The scope of the invention is defined by
the appended claims and their equivalents, rather than by the
preceding description.
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