U.S. patent application number 11/627616 was filed with the patent office on 2007-05-24 for method of providing voicemails to a wireless information device.
This patent application is currently assigned to Spinvox Limited. Invention is credited to Daniel Michael Doulton.
Application Number | 20070117545 11/627616 |
Document ID | / |
Family ID | 32395893 |
Filed Date | 2007-05-24 |
United States Patent
Application |
20070117545 |
Kind Code |
A1 |
Doulton; Daniel Michael |
May 24, 2007 |
METHOD OF PROVIDING VOICEMAILS TO A WIRELESS INFORMATION DEVICE
Abstract
Voicemail is received at a voicemail server and converted to an
audio file format; it is then sent or streamed over a wide area
network to a voice to text transcription system comprising a
network of computers. One of the networked computers plays back the
voice message to an operator and the operator intelligently
transcribes the actual message from the original voice message by
entering the corresponding text message (actually a succinct
version of the original voice message, not a verbose word-for-word
conversion) into the computer to generate a transcribed text
message. The transcribed text message is then sent to the wireless
information device from the computer. Because human operators are
used instead of machine transcription, voicemails are converted
accurately, intelligently, appropriately and succinctly into text
messages (SMS/MMS).
Inventors: |
Doulton; Daniel Michael;
(London, GB) |
Correspondence
Address: |
SYNNESTVEDT LECHNER & WOODBRIDGE LLP
P O BOX 592
112 NASSAU STREET
PRINCETON
NJ
08542-0592
US
|
Assignee: |
Spinvox Limited
Wethered House, Pound Lane Marlow
Buckinghamshire
GB
SL7 2AF
|
Family ID: |
32395893 |
Appl. No.: |
11/627616 |
Filed: |
January 26, 2007 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
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10553926 |
Oct 20, 2005 |
|
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PCT/GB04/01805 |
Apr 22, 2004 |
|
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11627616 |
Jan 26, 2007 |
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Current U.S.
Class: |
455/413 ;
379/88.13 |
Current CPC
Class: |
H04M 3/53 20130101; H04M
3/53333 20130101; H04M 2201/60 20130101; H04W 4/16 20130101; H04M
3/537 20130101; H04L 51/38 20130101; H04M 1/72436 20210101; H04M
3/42204 20130101; H04W 76/10 20180201; H04L 51/066 20130101; H04W
4/12 20130101; H04M 2203/253 20130101; H04M 3/4228 20130101; G10L
15/26 20130101; H04M 2250/74 20130101; H04M 2203/4536 20130101;
H04M 1/7243 20210101; H04W 4/14 20130101; H04W 4/18 20130101 |
Class at
Publication: |
455/413 ;
379/088.13 |
International
Class: |
H04M 11/00 20060101
H04M011/00; H04M 11/10 20060101 H04M011/10 |
Foreign Application Data
Date |
Code |
Application Number |
Apr 22, 2003 |
GB |
0309088.3 |
Jun 12, 2003 |
GB |
0313615.7 |
Claims
1. A method of providing voicemail to a mobile telephone, in which
a caller initiates a voice call to the mobile telephone, but that
call is diverted to a voicemail server, with the caller then
leaving a voice message on the voicemail server; the method
comprising the steps of: (a) converting the voice message to an
audio file format; (b) sending or streaming the audio file to a
voice to text transcription system comprising at least one computer
adapted to play back the voice message to an operator to enable the
operator to intelligently transcribe the original voice message
into the computer to generate a transcribed text message; (c)
sending the transcribed text message to the mobile telephone; and
in which an automated voice recognition system processes the audio
file prior to the operator intelligently transcribing some or all
of the original voice message.
2. The method of claim 1 in which the automated voice recognition
system pre-processes the original voice message by detecting
language, names, numbers or addresses in that message.
3. The method of claim 1 in which the automated voice recognition
system processes the original voice message by detecting commands
in that message.
4. The method of claim 1 in which the transcribed text message has
added to it the time and date that the voice message was originally
received at the voice mail server.
5. The method of claim 1 in which the voice message is originated
at a mobile telephone or at a landline telephone.
6. The method of claim 1 in which the transcribed text message is
displayed on the telephone as though it was sent directly from an
originator of the voice message.
7. The method of claim 1 in which the computer does not display to
the operator the telephone number associated with the mobile
telephone.
8. The method of claim 1 in which the computer displays to the
operator an option to re-route the audio file to a different
computer with an operator that is more suited to transcribing the
voice message because of linguistic, dialect, or cultural
reasons.
9. The method of claim 1 in which the operator represents the mood
of the caller leaving the voice message in the transcribed text
message using either a written description or an emoticon.
10. The method of claim 1 in which the operator succinctly
summarises the voice message.
11. The method of claim 9 in which the operator summarises the
voice message to fit a 160 character limit or concatenated text
messages.
12. The method of claim 1 in which the operator omits from the
transcribed text message any hesitations, artefacts, or repetitions
present in the voice message.
13. The method of claim 1 in which the text message is sent to the
mobile telephone in a format previously specified as appropriate by
the user of the telephone.
14. The method of claim 1 in which if the recording time of a voice
message is less than a user set maximum time, then the message is
transcribed, otherwise, it is not transcribed but instead a
standard notification is sent to the user that they have a new
voicemail to listen to.
15. The method of claim 14 in which the operator listens to the
voice message and writes up a very short indication of the subject
of the call which is sent to the message recipient.
16. The method of claim 1 in which, for a mobile telephone that
supports less than a certain amount of text, there is an initial
look up of the text limitations in a database and then an automatic
suggestion of appropriate maximum recording time generated by the
voicemail server for the caller.
17. The method of claim 1 in which the text message is a SMS or MMS
text message.
18. The method of claim 1 in which the steps of (i) converting,
(ii) sending or streaming; and (iii) sending, take place within a
single jurisdiction.
19. A text message which has been transcribed from a voicemail and
is provided to a mobile telephone using the method of claim 1.
20. A mobile telephone when storing or displaying the text message
of claim 19.
21. A system for providing voicemail to a mobile telephone, in
which a caller initiates a voice call to the mobile telephone, but
that call is diverted to a voicemail server, with the caller then
leaving a voice message on the voicemail server; the system adapted
to: (a) convert the voice message to an audio file format; (b) send
or stream the audio file to a voice to text transcription system
comprising at least one computer adapted to play back the voice
message to an operator to enable the operator to intelligently
transcribe the original voice message into the computer to generate
a transcribed text message; (c) send the text message to the mobile
telephone; and in which the system includes an automated voice
recognition system that processes the audio file prior to the
operator intelligently transcribing some or all of the original
voice message.
Description
CROSS-REFERENCE TO RELATED APPLICATIONS
[0001] This application is a continuation of U.S. application Ser.
No. 10/553,926, filed Oct. 20, 2005, which is the U.S. national
stage of International Application No. PCT/GB2004/001805, filed
Apr. 22, 2004, which is based on and claims priority to Great
Britain Application No. 0313615.7, filed Jun. 12, 2003 and Great
Britain Application No.0309088.3, filed Apr. 22, 2003 the contents
of which are fully incorporated herein by reference.
BACKGROUND OF THE INVENTION
[0002] 1. Field of the Invention
[0003] This invention relates to a method of providing voicemails
to a wireless information device. The term `wireless information
device` used in this patent specification should be expansively
construed to cover any kind of device with two way wireless
information capabilities and includes without limitation radio
telephones, smart phones, communicators, wireless messaging
terminals, personal computers, computers and application specific
devices. It includes devices able to communicate in any manner over
any kind of network, such as GSM or UMTS, CDMA and WCDMA mobile
radio, Bluetooth, IrDA etc.
[0004] 2. Description of the Prior Art
[0005] Voicemail has the sole purpose of storing voice messages
from someone trying to call a user's telephone when that user is
otherwise unavailable and then relaying those messages to the user
when convenient. But today's voicemail systems, particularly for
wireless information devices such as mobile telephones, fail to do
this intelligently. The primary reason is the nature of the
interface from the user's wireless information device to the remote
voice mail server: typically, a mobile telephone user will call (or
be called by) a voicemail server controlled by the network
operator. The voicemail server will generate a synthetic voice
announcing the number of messages to the user and then replaying
the messages; various options are then spoken by the synthetic
voice, such as "press 1 to reply", "press 2 to delete", "press 3 to
repeat" etc. This presents several challenges to the user: first,
he may not have a pen and paper to hand to take down any important
information; secondly, he may forget or not be able to hear the
options and hence will be unable to operate the voicemail system
effectively.
[0006] Because of this inadequate and opaque interface, voicemail
is not used by at least 45% of mobile telephone users. Of those
that do use voicemail, it typically accounts for 30% of a user's
call time and spend. One of the reasons for this perhaps
surprisingly high level is that, because of the difficult
interface, users frequently dial in again just to listen to key
messages they did not get the details of the first time round.
[0007] Some efforts have been made to make retrieving voicemails
easier: reference may be made for example to U.S. Pat. No.
6,507,643 to Breveon Inc: in this patent, voicemail is
automatically converted, using a voice recognition computer, to a
text message suitable for sending as an e-mail message and for
viewing on a text display device such as a PC or laptop computer.
Reading a written message can be quicker than having to listen to a
spoken voicemail; there is also no need to write down important
information from the message since it has already been transcribed.
However, automated voicemail systems have quite limited performance
and accuracy; they also slavishly transcribe the normal hesitations
in human speech (`er`, `um`, `ah` etc.). When one is listening to
human speech, one can readily filter out these sounds and
concentrate on the substantive communication. Seeing these
hesitations slavishly transcribed to an e-mail can make the sender
appear less then lucid.
[0008] Automated voice to text conversion can in theory also be
deployed within a mobile telephone itself: reference may be made to
the Nokia Short Voice Messaging system (see EP 1248486) in which a
user can speak a message to his mobile telephone, which locally
converts it to text using an automated voice recognition engine and
then packages and sends it as a SMS message.
[0009] The overwhelming bias in the field of voice to text
conversion systems is in improving the accuracy of automated voice
recognition software; current generation software nevertheless
still either needs to be trained to recognise words spoken by a
specific person or is limited to recognising a very limited
vocabulary and has huge difficulties with context. Training
requires the user to read out quite extensive test passages and to
then correct the transcription errors introduced by the machine
transcription. This is a slow and arduous task. Whilst this avoids
the need to input a text message using the small keys of a mobile
telephone, it does not address the inherent inaccuracy and
inappropriate transcription of conventional automated voice
recognition software.
[0010] The task of constructing voice recognition software that can
reliably and accurately recognise natural speech relating to any
subject, from anyone and spoken at normal speed, remains a daunting
one. Nevertheless, it remains the over-riding goal in the area of
voice to text systems. The present invention challenges this
orthodoxy.
SUMMARY OF THE INVENTION
[0011] In a first aspect, there is a method of providing voicemail
to a wireless information device, comprising the steps of: [0012]
(a) receiving a voice message at a voicemail server; [0013] (b)
converting the voice message to an audio file format; [0014] (c)
sending or streaming the audio file over a wide area network to a
voice to text transcription system comprising a network of
computers; wherein the method is characterised by the steps of:
[0015] (i) one of the networked computers playing back the voice
message to an operator; [0016] (ii) the operator intelligently
transcribing the original voice message into the computer to
generate a transcribed text message; [0017] (iii) the operator
causing the transcribed text message to be sent to the wireless
information device from the computer.
[0018] Because human operators are used instead of machine
transcription, voicemails are converted accurately, intelligently,
appropriately and succinctly into text messages (e.g. SMS/MMS).
[0019] There are many advantages to providing voicemails using this
approach: [0020] A. It's written down for you [0021] No dialling in
to retrieve messages; instead they are already accurately and
intelligently (e.g. omitting hesitations, repetitions etc.)
transcribed into a message format. [0022] See who the message is
actually from before opening and reading it, giving the user an
`inbox` view of received voicemails and control over which ones
they read, when, store, forward, delete, reply to, etc . . . A
converted voicemail will have a different icon from standard text
messages. Where available, the Caller ID is used to populate the
text message header with that number so it appears as if it came
directly from that person. Otherwise, if the number is withheld,
the recipient will see it is from `SpinVox Voicemail`. [0023] Key
information is to hand--no fumbling for pen and paper when you are
supposedly `mobile` [0024] Most new phones, particularly
smartphones, they are able to parse the text and then provide
useful parts of it for automatic use inside the phone and its
applications saving the user copying across--e.g. a phone number is
available for immediate storage or use, an address can be
hyperlinked and added to a contact, or used to automatically locate
the address on mapping software, etc . . . [0025] B. It's discreet
and convenient [0026] No annoying calls from voicemail when busy.
Instead, a user sees voice messages arrive whilst in a meeting and
reads them at his discretion. [0027] C. Message always gets to you
[0028] SMS store & forward capacity guarantees fast delivery as
soon as the user's phone is turned back on or back in coverage
[0029] Choose convenient delivery method: SMS, email, fax [0030] D.
Divert any other phone that supports call divert, for instance your
office-phone (desk-phone) to the text conversion service [0031]
Desk-phone & mobile voicemail can now both be delivered to a
user's mobile as text--all in one place, conveniently to-hand
[0032] Access voicemail from any phone--mobile or landline--since
the original voice files for voicemails are stored in servers
accessible by password from any phone [0033] E. Cheap voice-message
delivery when roaming abroad [0034] Users keep receiving
voice-messages in text wherever they are [0035] Users can receive
them as email instead so that the user can pick it up world-wide
and out of mobile coverage [0036] No roaming charges or expensive
dial-backs to retrieve messages
[0037] Billing
[0038] There are two choices--Pre-pay or post pay either via
micro-billing on the user's phone bill or credit/debit card and
direct debit monthly payments. In fact any payment method available
at the time via 3.sup.rd party Merchant Service providers, so even
PayPal which is largely a US phenomenon is becoming available in
Europe as a valid payment method.
[0039] Credit/Debit Card
[0040] Users will be able to sign-up with credit/debit cards for
automatic monthly payments, including Direct Debit (UK) and PayPal
for the US.
[0041] Micro-Billing
[0042] Users will be able to buy SpinVox credit (e.g. 10's worth)
via a single reverse billed SMS which will confirm their new
credit. Typically this will appeal to the pre-paid market. This
neatly avoids the relatively expensive cost (60%+) of many
individual micro-transactions each time they use the Services which
otherwise make this too expensive and encourages some commitment
from the user to the service.
BRIEF DESCRIPTION OF THE DRAWINGS
[0043] The present invention will be described with reference to
the accompanying drawings, in which:
[0044] FIGS. 1-3 are schematics of an entire voicemail process,
starting from voicemail origination, voicemail processing and
voicemail delivery; in accordance with the present invention;
[0045] FIG. 4 depicts the format of a message notification
(displayed in a messages in-box on a mobile telephone) for a
voicemail transcribed using the method of the present
invention;
[0046] FIG. 5 depicts a conventional text message notification;
[0047] FIG. 6 depicts how a voicemail transcribed using the method
of the present invention appears as a text message displayed on a
mobile telephone;
[0048] FIG. 7 depicts a mobile telephone displaying a list of text
messages in a messages in-box. A transcribed voice mail is present
in the list; the callout shows how it would be displayed if
selected;
[0049] FIG. 8 depicts a menu list of three new functions available
as options relevant to a transcribed voicemail;
[0050] FIGS. 9A to 9D depict a GUI based voicemail management
application for managing conventional audio voicemails;
[0051] FIG. 10 depicts the operation of an application that enables
a user to speak a message into his mobile telephone and have that
remotely converted to a text message;
[0052] FIG. 11 shows the overall flow of actions at a voicemail
server, indicating the actions initiated by user inputs;
[0053] FIG. 12 shows the overall flow of actions occurring at the
voice message transcribers;
[0054] FIG. 13 shows a screen shot of the web-based interface used
by voice message transcribers.
DETAILED DESCRIPTION
[0055] The present invention is implemented by SpinVox Limited,
London, United Kingdom as part of a suite of mobile telephone
products: [0056] 1. VoicemailView.TM.: Voicemail to Text
system--This gives subscribers the option to have voicemail
delivered to their mobile telephone as text (SMS/MMS or equivalent
messaging format) with the option to hear the original voicemail on
the mobile telephone. The term `SMS` means the short message
service for sending plain text messages to mobile telephones; `MMS`
means the multimedia messaging service developed by 3GPP (Third
Generation Partnership Project) for sending multimedia
communications between mobile telephones and other forms of
wireless information device. The terms also embrace any
intermediary technology (such as EMS (Enhanced Message Service))
and variants, such as Premium SMS, and any future enhancements and
developments of these services. [0057] 2. VoicemailManager.TM.: A
new Voicemail Management Application--This adds a GUI graphical
user interface) to the mobile telephone; it supplements (or
replaces) the existing audio menu system (UI) provided by cellular
phone voicemail systems and integrates the phone's call divert
features, greetings controls and other related controls to provide
a single environment (application) on the mobile telephone for
voicemail management. [0058] 3. VoiceMessenger.TM.: Speech to Text
system--This allows users to speak a text message into their mobile
telephone, have it converted to text remotely and then sent without
using the often tiring alphanumeric phone-pad entry system.
[0059] Key to the accurate transcription of voice messages to text
format (as deployed in VoicemailView and VoiceMessenger) is the use
of human operators to do the actual transcribing intelligently by
extracting the message (not a verbose word-for-word transcription),
and not automated voice recognition systems. Key to the efficient
operation of this system is an IT architecture that rapidly sends
voice files to the operators and allows them to rapidly hear these
messages, efficiently generate a transcription and to them send the
transcribed message as a text message.
[0060] A. VoicemailView.TM. Voicemail to Text System
[0061] There are three solutions described which deliver the
Voicemail to Text system: [0062] 1. Inside the Network
Operator--the system is integrated within an operator's Network
Services (see FIG. 1). [0063] 2. Outside the Network Operator--a
Service Company accesses the Network Operator's Voicemail system
via fixed telephony and provides an external service direct to end
users; see FIG. 2, or houses its own voicemail system and delivers
its service completely outside the Network Operator's service and
is therefore network operator and handset independent, see FIG.
3.
[0064] A.1 VoicemailView: Inside the Operator Variant
[0065] Referring now to FIG. 1, the process deployed is as follows:
[0066] 1 Caller, from either PSTN or Mobile phone network, leaves a
voicemail. [0067] 2 Voicemail is converted into a SMS or MMS file
by the voice transcription service: this is done not by automatic
voice recognition systems, but instead by human operators. These
operators are far more accurate and flexible than automated voice
recognition systems and can intelligently interpret the message,
eliminating unnecessary hesitations and repetitions to generate a
short, simple and lucid message. Appendix II defines the
requirements for effective and succinct transcription. The
operators will often be able to significantly shorten messages to
fit them within the current SMS text message ceiling of 160
characters (or else fit longer messages into multiple SMS messages
via standard concatenation); with MMS however, there is no such
ceiling. [0068] A link (unique i/d) to the original voicemail file
is generated--this i/d can just be a Hash of the time/date &
caller number [0069] The time & date of voicemail is added to a
header of the SMS/MMS file [0070] The caller number is added to the
header of the SMS/MMS file [0071] 3 Message file is sent to SMS or
MMS servers for storage. [0072] 4 Message is sent via SMS or MMS
gateway to wireless terminal. [0073] 5 User views and manages
`text` voice mails within SMS or MMS application, or even inside a
Messaging Application depending on platform. [0074] 6 User can
request to hear the original voice mail through the new
VoicemailManager application (which provides a GUI interface for
all voicemail functions; see B.2) running on the terminal: Play,
FFW, REW, Next, Erase, Store, Forward, Time/date of message, Call
back (and any other existing voicemail controls available through
audio prompts/menus). [0075] 7 Positive delivery of SMS/MMS
synchronises the SMS/MMS store with Voicemail store as message
`read`.
[0076] A.2 Outside the Operator Variant; Service Company Provides
Voice to Text Infrastructure for an Operator
[0077] Referring now to FIG. 2, the process deployed is as follows:
[0078] 1 New subscriber provides the Service Company with their
phone number, voicemail box PIN No. and other details. This now
enables the Voicemail Retrieval and Storage Server to call into
their voicemail box to retrieve messages by polling it regularly,
or the Voicemail system inside the Operator sending it
notifications of new voicemails. There are 2 options (either
pre-paid or post-pay) for user billing: [0079] 1. Reverse Text
billing (micro-billing) [0080] 2. Monthly Credit/Debit Card billing
[0081] 2 Caller, from either PSTN or Mobile phone network, leaves a
voicemail. [0082] 3 Service Co. Voicemail Retrieval & Storage
Server calls into Subscriber's Voicemail Box & `listens` to
messages: [0083] Uses standard DTMF tones to play messages,
retrieve time of call, caller number and other data to build up
necessary data for text delivery [0084] Creates unique i/d--can
just be a Hash of the time/date & caller number [0085] Stores
voicemail for future playback [0086] 4 Voicemail audio file sent to
the human operator based Voice Transcription system and converted
into SMS or MMS file and sent to a 3.sup.rd party SMS/MMS gateway
for delivery [0087] Link (unique i/d) to original voicemail file is
generated and embedded as information hidden from the user in the
SMS/MMS file [0088] Time & date of voicemail added to a header
of the SMS/MMS file [0089] Caller number is added to the header of
the SMS/MMS file [0090] MMS file can contain original audio file
embedded for local playback [0091] 5 SMS or MMS message delivered
via subscriber's Network Operator [0092] Message sent via SMS or
MMS gateway to wireless terminal. [0093] User views and manages
`text` voice mails within SMS or MMS application, or even inside
Messaging Application depending on platform. [0094] 6 User can dial
into their voicemail on the Network using the new Voicemail
Management Application (this provides the GUI; see B.2) on
terminal: Play, FFW, REW, Next, Erase, Store, Forward, Time/date of
message, Call back and any other existing voicemail controls
available through audio prompts/menus. [0095] 7 To hear the
original voicemail, the user is connected back to the Service
Company's Voicemail Storage server. The unique i/d (hidden from the
user in the SMS/MMS message) retrieves the correct file to play
back.
[0096] A.3 Outside the Operator: Voicemail Provided Entirely by
Service Company
[0097] Referring now to FIG. 3, the process deployed is as follows:
[0098] 1New subscriber provides Service Co. with their phone number
and billing details.
[0099] They are now using the Service Co. as their voicemail
provider. [0100] 2 options: [0101] 1. They manually divert calls on
their phone to Service Co. Voicemail gateway number [0102] 2.
Service Co. provides over-the-air upgrade to change this behaviour
[0103] There are 2 options (either pre-paid or post-pay) for
billing: [0104] 3. Reverse Text billing (micro-billing) [0105] 4.
Monthly Credit/Debit Card billing [0106] 2 Caller, from any phone,
typically PSTN or Mobile phone network, leaves a voicemail. [0107]
3 Service Co. Voicemail provides all voicemail functions [0108] 1.
Stores voicemail for future playback [0109] 2. Creates a unique
i/d--can just be a Hash of the time/date & caller number [0110]
4 Voicemail audio file sent to human based Voice Transcription
system and converted by human operators into a SMS or MMS file and
sent to a 3.sup.rd party SMS/MMS gateway for delivery [0111] Link
(unique i/d) to original voicemail file generated and embedded as
information in SMS/MMS file hidden from the user [0112] Time &
date of voicemail is added to the header of the SMS/MMS file [0113]
Caller number is added to the header of the SMS/MMS file [0114] MMS
file can contain original audio file embedded for local playback
[0115] 5 SMS or MMS message delivered via subscriber's Network
Operator [0116] Message sent via SMS or MMS gateway to wireless
terminal. [0117] User view and manages `text` voice mails within
SMS or MMS application, or even inside Messaging Application
depending on platform. [0118] 6 User can dial into their voicemail
on the Network using either the standard IVR controls, or the new
Voicemail Management Application (provides GUI; see B.2) on
terminal: Play, FFW, REW, Next, Erase, Store, Forward, Time/date of
message, Call back and any other existing voicemail controls
available through audio prompts/menus. [0119] 7 To Hear the
original voicemail, the user is connected back to the Service
Company's Voicemail Storage server. The unique i/d hidden from the
user in the SMS/MMS message) retrieves the correct file to play
back.
[0120] B. Mobile Telephone Software
[0121] In any of the above variants, the mobile phone (or other
wireless information device of some nature) will need to be
upgraded OTA (Over the Air) or otherwise, in the following
manner:
[0122] B.1 Viewing Voicemail-Text Messages
[0123] There are two options: [0124] 1. Do not modify the existing
telephone GUI--just treat the SMS which is the transcribed
voicemail as another message [0125] 2. Modify the GUI to
incorporate the new features shown below:
[0126] FIG. 4 shows a telephone handset icon that could be used
next to a SMS message to indicate that it is a voicemail message in
the messages inbox. A voicemail transcribed to text is present in
the device's messages in-box; it has been sent from Homer Simpson.
FIG. 5 shows what the current SMS text icon looks like. Another
solution would be to precede each header with something logical
such as "V:" for voicemail--hence "V: Homer Simpson" would indicate
a SMS transcribed voice mail from Homer Simpson. In addition,
inside the text file for the voicemail message, the time and date
of the voicemail should be added (as not all gateways correctly
timestamp sent messages), as shown in FIG. 6. FIG. 7 shows this in
the context of a mobile telephone. The user has selected the `Read`
option for the highlighted transcribed voicemail (from Daniel
Davies); the device displays the SMS in the normal manner, but with
data and time added. It is also possible, just by pressing and
holding a given key (in this illustration, key `1`) to activate the
normal audio-based voicemail playback function.
[0127] When one opens a standard SMS message, one can generally
readily access further functionality (via an Options menu in Nokia
mobile telephones, for example), such as `Erase`, `Reply`, `Edit`
etc. Under this standard `Options` menu, or equivalent, the present
implementation adds three new functions, as shown in FIG. 8: [0128]
Hear Original [0129] CallBack [0130] Add to Contacts
[0131] We expand on these new functions below:
[0132] Hear Original: This allows the user to now hear the original
voicemail and uses the unique i/d encoded into the SMS/MMS message
to correctly connect to the original voice file.
[0133] There are three options:
[0134] (i) The user goes into the standard voicemail system and
follows the existing audio prompts for hearing the message.
[0135] (ii) The user goes into the new Voicemail Management
Application shown below at B.2.
[0136] In either case, upon ending the call to voicemail, the user
is returned to the same point in the messaging application to
decide what to do with the text/audio version.
[0137] (iii) The user embeds the original sound file in an MMS
message (or equivalent, such as e-mail) to be played back locally
on the terminal.
[0138] Call Back
[0139] This uses the caller's number recorded with the message to
call them back.
[0140] Add to Contacts
[0141] This takes the caller's number and automatically adds it to
a new contact/address entry for the user to complete with name,
etc.
[0142] This is a specific example of the mobile telephone software
being able to parse the text that has been converted from voice and
to use that intelligently. Other examples are:
[0143] (a) extracting the phone number spoken allowing it to be
used (to make a call), saved, edited or added to a phone book;
[0144] (b) extracting an email address and allowing it to be used,
saved, edited or added to an address book;
[0145] (c) extracting a physical address and allowing it to be
used, saved, edited or added to an address book;
[0146] (d) extracting a web address (hyperlink) and allow it to be
used, edited, saved or added to an address book or browser
favourites.
[0147] (e) extracting a time for a meeting and allow it to be used,
saved, edited and added to an agenda as an entry
[0148] (f) extracting a number and saving it to one of the device
applications
[0149] (g) extracting a real noun and providing options to search
for it or, look it up on the web WAP or full browser).
[0150] The extent to which this can be done depends on the
intelligence in your handset (in essence its parsing capacity and
interoperability with other applications and common clipboard where
this data is normally stored for use in other applications). Today,
nearly all phones support extraction of phone numbers, email
addresses and web addresses from a text message. This is normally
made available when the user is reading the message by the content
being underlined (as a hyperlink or equivalent); the user then
simply selects `Options` (as found on Nokia telephones, or its
equivalent on a different make of handset) and `Use` (as found on
Nokia telephones, or its equivalent on a different handset) and
then depending on the content type, further context sensitive
options (e.g. with a street address it might offer--Look up,
Navigate, Save in Address book, etc . . . ).
[0151] B.2 VoicemailManager.TM.: Voicemail Management
Application
[0152] This application can be used in either stand-alone or as
integral part of the VoicemailView Voice to SMS/MMS system (or
equivalent text delivery system) described above at B.1.
[0153] The Voicemail Management application gives a user a GUI
(Graphical User Interface) in addition to the standard audio
prompts they are used to receiving when accessing and managing
normal audio voicemail. When a subscriber calls (FIG. 9a) into
their audio voicemail using their mobile telephone, they are first
taken into their `Voicemail Inbox` and then presented with the
controls shown in FIGS. 9B to D.
[0154] For programming purposes, these controls will nearly all
relate to standard DTMF tones that the voicemail system uses as
input to it when the user currently presses keys on their phone's
keypad.
[0155] FIG. 9A shows the user calling Voicemail; FIG. 9B shows how
a new management application has been invoked which first displays
an Inbox's contents (here, 3 new audio calls and 2 stored audio
calls) of all voicemails. The options menu operates as follows:
TABLE-US-00001 Item listed in Options Menu Action Play All Plays
all messages in sequence Delete All Offers which to delete - all
New or all Stored - and deletes them all Mark all heard Moves all
New messages into Stored folder Forward to Forwards message to
another subscribers inbox Store Store - only available in New
messages or during play back - moves message to Stored folder
[0156] Referring to FIG. 9C, if the user selects which category of
audio voicemail he wishes to listen to (i.e. new or stored), he is
then shown a menu list of the audio voicemails in that category,
each identified with sender name if available, or failing that, the
caller number. The transcribed text message ideally has added to it
the caller name by the transcription service. This includes
notifications when a user turns off the voice-to-text conversion in
VoicemailView (i.e. they want plain voicemail) so that they will
now be able to see the name of the person who has left them a
voicemail before deciding whether to dial-in and listen to it/them.
The user can readily navigate to and select the audio message he
wishes to listen to. Once a message is selected, then, as shown in
FIG. 9C, new Voicemail controls are displayed on screen. Their
function is as follows: TABLE-US-00002 Voicemail control Action 1
Erase Erases current message - returns to previous screen, New or
Stored folder view for user to select which message to now listen
to, or goes straight to playing next message. 2 Next Skips to next
message. At end of messages, goes back to previous screen, New or
Stored folder view. 3 FFW Fast forwards through message whilst
button held. At end of message, stops and shows next message to be
heard (New or Stored folder view) or at end of all messages, goes
back to top level view (New & Stored folder view) 4 REW Rewinds
back through message whilst button held. At end of message, stops
and shows previous message to be heard (New or Stored folder view)
or at end of all messages, goes back to top level view (New &
Stored folder view) 5 Previous Skips to previous message. At
beginning of messages, goes back to previous screen, New or Stored
folder view. 6 Call back Calls user back and ends Voicemail call. 7
Text Opens up Text (SMS or MMS) application with callers message
number selected as default recipient for user to send them a text
message. 8 Forward Forwards message to another subscribers
Voicemail inbox. 9 Add to Adds number to contacts through phone's
standard contacts contacts/address book application. 0 Configure
Configures voicemail - standard options for Record New Greeting,
Turn Greeting on/off, etc . . . Integrates into existing phone
software for configuring Divert behaviour - e.g. divert on busy/no
answer/phone off to voicemail or specified number.
[0157] During this process, the user is always offered the aural
navigation options which are synchronised with what is shown
on-screen, so that they have the best of both worlds. With the use
of simple command based Speech Recognition, the user may just speak
the command they want to execute, so if the user wants to play new
messages, they would just say "Play" and the VoicemailManager
engine would recognise this command and do just that--play the
message.
Note: The exact numbers (keypad numbers) and their related
functions will be those of the existing voicemail system and so
will vary by network operator/voicemail system.
[0158] B.3 VoiceMessenger.TM.: Speech to Text (SMS/MMS) Service
[0159] It is often preferable for users to want to send a message
in text format, rather than voice--e.g. if they do not want to
disturb the receiver, but want to get the message to them. But it
is often difficult for people to thumb-type text on a small
alpha-numeric keypad. They may also be mobile, such as walking, or
in a car or have only one hand available, or be unable to type,
such as whilst driving. The VoiceMessenger.TM. speech to text
service addresses this need.
[0160] The user goes into their Messaging/Text application running
on their mobile telephone, simply selects the message recipient
either from their phone's address book, or types their number in,
then selects the new VoiceMessenger option, as shown in FIG. 10, by
pressing and holding the `2` key. The user might also be connected
to the service to start with and will then simply speak the number
or the name to a local (on the mobile telephone) or a remote voice
recognition engine which will take the user through the
process.
[0161] When connected to the remote VoiceMessenger Engine, the user
simply speaks his message and the remote VoiceMessenger Engine
records it, and then sends the audio file for conversion to text
using the human operator based voice transcription system. The text
format message is then packaged as a SMS/MMS (email or other
appropriate messaging system) and sent through the SMS/MMS etc.
gateway. The user will be given aural prompts for controlling the
input, hearing the conversion and sending the message.
[0162] C. Extensions
[0163] C.1 MMS Voice-notes to Text
[0164] A user with an MMS enabled phone will be able to send
voice-notes via an MMS which the human operator based voice
transcription service will then transcribe and send on to their
desired destination. They can also have their Voicemail converted
and sent to their phone in MMS format if preferred.
[0165] C.2 Automated Voice Recognition
[0166] This is to speed up the processing of inbound voice files
and reduce operating costs. The prime function will be to
auto-detect spoken phone numbers, and detect language to route
audio files to the correct human operator staffed transcription
bureau. It will also be used for detecting names and spoken numbers
and addresses from the users online phone-book (see below) and
commands for VoicemailManager controls.
[0167] C.3 Online Address Book
[0168] There will be two forms of online address book that a user
will be able to use when connected to SpinVox services by simply
saying the name of the person they want to say: [0169] SpinVox
online phone book--via user web login, they will be able to add
names and numbers of people they want in their SpinVox online
address book. [0170] Synchronisation with their Microsoft Outlook
(Express or full version) or other e-mail/PIM/Addressbook
client--this allows them to have all their contacts online and not
only be able to say the name of the recipient, but also determine
the type of message they want sent: SMS, MMS, email, fax, etc.
[0171] With a Network Operator, it is possible also to offer SIM
backup function and then offer their SIM phonebook to them to call
a name up from.
[0172] C.4 Presently Available Services (Presence)
[0173] Using Presently Available Servers, users can define what
mode they want to be in for receiving communications, e.g.
`Meeting` lets a user know before the communicate that the person
they want to contact is in a meeting and will accept say SMS/MMS or
a VoiceView text message. Once out of the meeting, the user can
then change their contact status to `Available` and be contacted by
a phone call.
[0174] Appendix 1
[0175] 1. SpinVox Voicemail IVR Structure
[0176] A standard voicemail server system with IVR is the
foundation; the IVR is programmed as shown in the FIG. 11
flowchart.
[0177] 2. VoicemailView
[0178] The user's phone will (during technical provisioning shown
below) have the `1` key (standard voicemail access key)
re-programmed to automatically call the SpinVox voicemail server
and have them automatically logged-in (unique phone-number+PIN)
which takes them to the top level of the IVR tree.
[0179] If at any point the user hangs up, then the session is
terminated with the relevant outcome. If this happens during a
recording, including a dropped line from another mobile caller,
then it is assumed to be the end of a recording, and the system
proceeds to the transcription stage.
[0180] Each transcribed voicemail will contain a unique number
starting with say a `4` (depends on final IVR tree configuration),
so that when a user presses and holds `1` to connect to SpinVox's
voicemail server, they simply press the unique message i/d--e.g.
403 which takes them to the 3.sup.rd message they have in the
queue.
[0181] 2.1 Landline or Other Mobile Phone Access
[0182] As shown in FIG. 11, the IVR tree will allow a user to dial
in using their unique Divert No. (Voicemail No.) and will then be
prompted to enter their PIN.
[0183] 2.2 Speed-dials
[0184] The IVR system will accept a user programming in a
speed-dial that allows them to dial their unique SpinVox
number+PIN. They are then able to access all features shown
above.
[0185] 2.3 Leaving a VoiceMail
[0186] The user's phone is configured to divert to SpinVox
voicemail under conditions they define shown below, where the
caller will either hear: [0187] Default SpinVox greeting : "Welcome
to SpinVox Voicemail. Please dictate your message clearly after the
tone." [tone] [0188] User's own greeting: [User's recorded
greeting] [tone]
[0189] Then: [0190] 1. System records the caller's voicemail for
either the default length (30 secs) or the user defined length (10
s-2 mins or any parameters SpinVox sets). [0191] 2. At the end of
recording, the caller hears Standard IVR options via prompt:
"Press: [0192] 1. To hear your message [0193] 2. To delete your
message and re-record [0194] 3. Re-record your message [0195] # to
end or simply hang-up" [0196] 3. If the user exceeds the recording
length, then they are prompted: "I'm sorry, you've exceeded the
recording time available. Please try after the tone" [0197] a. If
the user hangs up without recording a new message, then the message
is sent for Transcription. [0198] b. Another variant arises if the
user has selected an `Advanced Transcribe Option`; this operates
such that if the recording time of a message is less than a user
set maximum time, then the message is transcribed, otherwise, it is
not transcribed but instead a standard notification is sent to the
user that they have a new voicemail to listen to in format shown
below in 4c. This addresses the fact that users are occasionally
sent long voicemails that are more conveniently listened to rather
than read. However, for these long messages, a human transcriber
may listen briefly to the voice message and write up a very short
indication of the subject of the call which is sent to the message
recipient. Also, for handsets that support less than a certain
amount of text (typically legacy handsets), the system first looks
up the user handset and limitations in a Phone database (supplied
by SpinVox) and will then offer users relevant recording lengths.
E.g. for an older Siemens phone that does not support concatenation
and only up to 4 text messages, the system alerts the user that the
recording length should be kept below say 30 seconds to ensure most
messages fit in their phone and they are told why. Likewise,
default recording lengths for these handsets may need to be set to
a commensurate length by the system for them. [0199] 4. Message is
sent to the relevant Transcription queue: [0200] a. If callers CLID
(Caller Line Identification) captured, then autopopulate the `From`
field. If not, insert `SpinVox VoicemailView` as the sender. [0201]
b. If transcribable, then text version of message sent to user
[0202] c. If untranscribable, then a template text message with
certain fields autopopulated is sent to user: [0203] "You have a
new voicemail [from CLI if available] to listen to. Press `1` on
your phone to connect to your voicemail, then 4xx to hear this
specific message. Thank you. SpinVox."The `From` field is from
`SpinVox VoicemailView` [0204] d. Bill according to number of SMSs
sent. [0205] 5. Text message sent to user and they can choose what
to do next as per standard options available to them on their
handset.
[0206] 3. VoiceMessenger
[0207] The above IVR diagram shows how a user accesses
VoiceMessenger, whether directly from their mobile phone, or via
another phone.
[0208] 3.1 Speed-dials
[0209] The IVR system will accept a user programming in a
speed-dial that allows them to dial their unique SpinVox
number+PIN+`3`.
[0210] If from their mobile phone, the technical provisioning below
will have configured a speed-dial (by default key `2`) to dial and
log them in (voicemail number+PIN+3) directly to the VoiceMessenger
option.
[0211] They will then hear a standard prompt:
"Welcome to SpinVox's VoiceMessenger. At the tone, please either
speak the destination number or type it in, then dictate the
message you wish to send. Hang-up to send, or press # to send a new
message." [tone];
[0212] Then: [0213] 1. If DTMF tone is undetectable, or confusing
(as using * or + for international dialling), then prompt for new
number entry: [0214] "I'm sorry, we couldn't detect the number you
typed. Please try again and remember for an international number,
prefix it with 00, not +" [tone to prompt re-entry] [0215] 2.
System records for either the default length (30 secs) or the user
defined length (10 s-2 mins). [0216] 3. At end of recording, user
hears Standard IVR options via prompt: "Press: [0217] 4. To hear
your message [0218] 5. To delete your message and re-record [0219]
6. Re-record your message [0220] # to send new message or simply
hang-up" [0221] 4. If the user exceeds the recording length, then
they are prompted: "I'm sorry, you've exceeded the recording time
available. Please try again after the tone" [0222] a. If the user
hangs up without recording a new message, then the message is sent
for Transcription. [0223] 5. Message sent to transcription queue
with the `From` field auto-populated (as SpinVox knows who the
client is): [0224] a. If transcribable, then text version of
message sent to user [0225] b. If untranscribable, then a template
text message with certain fields auto-populated is sent to user:
[0226] "I'm sorry, but we weren't able to convert the message you
dictated [time/date] [to number if detected]. Please try again in
quiet surroundings and dictate clearly. Thank you. SpinVox." The
`From` field is `SpinVox VoiceMessenger`. [0227] c. Bill according
to number of SMS's sent or MMS size (KB). [0228] 6. Text message
sent to recipient and they can choose what to do next as per
standard options available to them on their handset.
[0229] 4. Technical Provisioning
[0230] During Technical Provisioning, user data (handset, network,
etc . . . ) will be re-used to confirm to the user what they have
selected.
[0231] Key will be the system sending the user SMS messages to part
automate the configuration of the user's handset (diverts &
V.Card for VoiceMessenger) and confirmation of successful setup.
These messages are all sent as High Priority to ensure
user/salesperson is not left `hanging` whilst waiting for
configuration SMS to arrive.
[0232] The steps are:
[0233] Step 1: handset selection, from a drop down list shown on
the provisioning screen (usually at the point of sale)
[0234] Step 2: Voicemail View setup: [0235] <CREATE STRING AS
FOLLOWS: `+COUNTRY CODE_USERS UNIQUE VOICEMAIL NUMBER_p_PIN NUMBER
_#` >>>> THIS IS CALLED SPINVOX VOICEMAIL NUMBER AND IS
UNIQUE TO EACH USER!>
[0236] Step 3: Call diverts selection: this explains how the mobile
phone is normally setup to divert to the user's voicemail (under
all the following conditions). The user can change these if he
specifically wants it to divert to another person or number, and
not his own voicemail [0237] <USSD Strings . . . (line of
digits) created based on above selections used to configure handset
sent as a High Priority SMS with 4.times.USSD strings the user
needs to reply to/action.>
[0238] Step 4: Call divert setup via SMS. Tells the customer that
he has just been sent a SMS and should click on a specific button
on the provisioning screen when received (or a different `not`
received` button if not received within 3 minutes).
[0239] Step 5: Call divert setup: SMS. The provisioning screen
informs the user that if he has received the configuration SMS,
please do the following: [0240] 1. Open SMS message [0241] 2.
Select `Options` (database to have name of function for each
handset) [0242] 3. Scroll & Select `Use Number` [0243] 4. You
will now see 4 numbers, select the first number and press `Send`.
You will now see the number being dialled and `Requesting`
displayed on your mobile's screen. If you receive a confirmation
message, repeat this step for the remaining 3 numbers.
[0244] Step 5: Call divert setup: Mobile phone. The provisioning
screen informs the user: [0245] On your mobile handset: [0246] 1.
Select `Menu`2. [0247] <IMPORT VOICEMAILVIEW DATA FROM DATABASE
FOR SPECIFIC HANDSET . . . TELLS YOU WHAT TO DO/WITH `+COUNTRY
CODE_USERS UNIQUE VOICEMAIL NUMBER_p_PIN NUMBER.sub.--#`>
[0248] Step 6: Select delivery method. The provisioning screen
allows the user to select how he would like to receive voicemails
once they are converted to text (typical options are SMS, MMS, MMS
with the audio file, e-mail, e-mail with the audio file). The
system then sends an appropriate vCard to the user's mobile
telephone.
[0249] Step 7: Voice Messenger setup. The provisioning screen
informs the user: [0250] Please do as follows: [0251] We have just
sent you an SMS--VCard. When you have received it, please do the
following: [0252] 1. Accept and save the VCard on your mobile phone
without modifying it--go to step 2. [0253] If you have not received
this message within 5 minutes, or cannot save the VCard, please do
the following: [0254] Create a new `Contact` called
`VoiceMessenger` that has the following number: +COUNTRY CODE_USERS
UNIQUE VOICEMAIL NUMBER_p_PIN NUMBER.sub.--#,1` [0255] If you don't
know how to add new `Contact`, please click here--(go to `how to`
page, with info pulled from database to--tell you what to do)
[0256] 2. <IMPORT VOICEMESSENGER SPEED DIAL CONFIG. DATA FROM
DATABASE FOR SPECIFIC HANDSET . . . TELLS YOU WHAT TO
DO/WITH>
[0257] Step 8: Congratulations screen:
[0258] Thank you for choosing SpinVox Services. [0259] You will now
receive your VoiceMails as Text, and don't forget that you can
always hear the originals by simply pressing and holding the `1`
key on your phone--to connect to your SpinVox Voicemail account.
[0260] To speak a Text Message--press and hold `2` (or the key you
designated as VoicemailView) and you will instantly be connected to
VoiceMessenger. Clearly dictate your number and message--you say it
. . . we text it! [0261] You can always access VoiceMessenger by
pressing and holding the `1`key and following the prompts. [0262]
You can view your account settings, view statements and manage your
SpinVox account at www.SpinVox.com--using your Mobile Phone number
and PIN. [0263] If you have not already printed or recorded your
PIN number, here it is again 1234
[0264] 5. Transcribe Assistant
[0265] This is provided to a human operator transcriber when they
log-on to their account. All they need is a web browser, sound
card, media player capable of playing and controlling playback of
the media files or streaming protocol, and high-speed internet
access. FIG. 12 shows the process flowchart for transcription. Each
Transcriber logs in and starts receiving VoicemailView (see FIG. 13
for the screen into which they type the transcribed message and
from which they cause the message to be sent), or VoiceMessenger
audio files to be transcribed (see FIG. 14), one at a time. While
logged-in there are only 2 states: message currently in the process
of being transcribed, and pause.
[0266] 5.1 Transcriber Control Panel Buttons (see FIG. 13): [0267]
Transcription completed [0268] Transcription undecipherable--as per
2 & 3 above: [0269] For VoicemailView, an automatic SMS is sent
to them with fields auto-populated where available, with the
following text: "You have a new voicemail [`from CLI` if available]
to listen to. Press `1` on your phone to connect to your voicemail,
then 4xx to hear this specific message. Thank you. SpinVox." [0270]
The `From` field is from `SpinVox VoicemailView` [0271] For
VoiceMessenger, an automatic SMS is sent to them with fields
auto-populated where data is available, with the following text:
"I'm sorry, but we weren't able to convert the message you dictated
[time/date "to tel no." if available]. Please try again in quiet
surroundings and dictate clearly. Thank you. SpinVox." [0272] The
`From` field is `SpinVox VoiceMessenger`. [0273] Pause and re-queue
current message [0274] Re-route current message to different
language bureau, menu to select language or "unknown". Transcriber
taken back to queue to receive new message.
[0275] 5.2 Phone Numbers: [0276] In the case of VoicemailView, the
`From` field is auto-populated with either the CLID captured when
the caller left the message (inserted into the message header), or
"SpinVox VoicemailView" [0277] In the case of VoiceMessenger, the
`From` field is either auto-populated for the Transcriber if the
user used DTMF, or if not, the Transcribe Assistant provides a
field for the Transcriber to type it in. Note: For User Data
Protection reasons, the Transcriber will never see auto-populated
telephone fields (or other user data fields), so the system will
not show these unless it requires the Transcriber to type the
destination number in.
[0278] 5.3 Spell Checker
[0279] When the Transcriber hits `Send`, the system will
automatically spell check the message and if any errors occur,
correct them and display the corrections to the Transcriber with a
prompt `Accept & Send", or allow them to manually correct (as
there might be a particular spelling they want).
[0280] To do this properly, the spell checking process will include
a real-noun dictionary relevant to the geographic area and culture
of the user. So for example, in the UK the real-noun dictionary
will contain not only English names, but place names, landmarks,
road-names, chain establishment names (e.g. pubs, bars,
restaurants, etc . . . ), etc . . .
[0281] Where there isn't a match, the Transcriber just double
clicks on the underlined word and is offered the closest matches.
If need be, they can rewind and re-listen to that part of the
message to make the appropriate selection.
[0282] 5.4 Transcription Bureau Manager
[0283] They can view the statistics for all the Transcriber
accounts they own below them. They will be able to view and
analyse: [0284] No. of transcriptions by type (sign-up,
support)--hourly, daily, weekly, monthly, yearly [0285] No. SMS's
sent by type--hourly, daily, weekly, monthly, yearly [0286] Queue
times--hourly, daily, weekly, monthly, yearly [0287] Average
message length by type--hourly, daily, weekly, monthly, yearly
[0288] Transcriptions times/rates--hourly, daily, weekly, monthly,
yearly [0289] Variance in transcription times/rates by
type--hourly, daily, weekly, monthly, yearly [0290] All of these by
Transcriber account [0291] No. and % of messages untranscribable by
type--daily, weekly, monthly, yearly [0292] No. and % of messages
sent to different bureau for transcription--daily, weekly, monthly,
yearly [0293] Transcription accuracy--done by taking a random
sample daily and measuring accuracy against original (CCA Manager
does this & inputs result into system) and feedback from CCA on
trouble tickets. The worst of these two figures is the
accuracy.
[0294] Appendix II: Transcription Services Requirements
[0295] These are the requirements for the Transcription Services to
be used for both VoicemailView and VoiceMessenger services.
Requirements
[0296] The key requirement is to deliver the actual message, not
all the redundant information which is often spoken and left in a
message. TABLE-US-00003 REQUIREMENT Confidentiality The
Transcription service must minimally provide complete
confidentiality of messages it transcribes within the Data
Protection Act 98 or other legislation in force at the time. All
transcription employees must have signed a confidentiality
agreement before being able to deal with any messages and must not
divulge, share, copy, forward or otherwise share any user
information Message and number disassociation to protect the user's
information: In the case of VoicemailView, the transcriber will not
be shown the user's phone number they're sending the text message
to In the case of VoiceMessenger they will not see the caller's
number, only the destination number Each Transcriber will have a
unique logon name and password. The system then records every
transcription they make so we have complete system transparency.
This data is available to the Transcription Bureau Manager (who
creates and manages the Transcriber Accounts) and the SpinVox
Systems Administrator Communications between SpinVox's systems for
messages in either direction must be secure - use industry standard
encryption (e.g. RC4-124, RSA-124, SSL3, etc . . . ) Access to
saved messages on servers (or elsewhere) must be secure Conversion
is 99% + accurate If the user receives a text message, it will be
intelligible - 99% accurate to original voice file message. All
numbers, phone numbers, email addresses, web addresses, street
addresses will be correctly converted. Character Set 100%
compatible with SMS/MMS allowed characters Characters used during
transcription are compatible with the SMS/MMS system resulting
message will be sent through. Concatenation of messages is
meaningful User will clearly know to continue to next message to
continue reading transcription. If system doesn't automatically
provide obvious prompt to do so, then insert `1 of 2`, `2 of 3` or
the like. Regional Accents and Sayings Transcriptionists must be
able to deal with the various regional accents and sayings that
occur in a country. For instance, in the UK alone, there are over
12 regional accents ranging from the `posh` South-Eastern accent to
the thick Glaswegian accent of West Scotland to the lilted Irish
accent. These should be translated correctly and in their form of
saying things. Routing of a message to transcribers with the
appropriate capabilities may be provided. Speech Artefacts are
removed Typically speech contains much redundant `noise`, e.g.:
`ummms`, `ahhh's`, `errr`, `ehmm`, pauses, breaths, coughs, sneezes
and other typical speech artefacts. These clearly mustn't be
included in the transcription. Obvious repeats are removed Often a
message will contain repeated phrases or names to clarify what is
being said. These shouldn't be included. E.g. Spoken message: "See
you outside Waxy O'Connors, that's Waxy as in candle wax and
O'Connor as in Irish singer Sinead O'Connor." Transcription should
read: "See you outside Waxy O'Connors." Abbreviations Standard
abbreviation of common terms should be used: Spoken Abbreviation
Apartment Apt. Number No. Telephone Number Tel. Fax Number Fax.
Example E.g. Okay ok Electronic Mail email Internet Website website
(i.e. no http:// required) Numbers Whenever a number is spoken, the
numeric format will be written down. E.g. "See you at seven forty
five tonight" = "See you at 7:45pm" E.g. "We'd like to order eleven
thousand, seven hundred and eighty eight nuts D4 size." = "We'd
like to order 11,788 nuts D4 size." E.g. "Jane lives on eleven
seventy five Park View, apartment twenty three on the third floor"
= " Jane lives on 1175 Park View, apt. 23 on the 3.sup.rd floor."
Phone numbers To save character space, phone numbers are a single
string of numbers with no spaces: E.g.: 07798625155, not 07798 625
155 as two additional space characters are being used.
International Prefixes If phone number is given with 00 for
international dialling, then convert this into a `+`. e.g.
00442075864103 should be +442075864103. Again this saves character
spaces and correctly defines the for international dialling prefix
which is interpreted by the local Network for the correct
international dial out code which isn't always 00 (e.g. in US it's
011). Spell Checking Messages must be correctly spelt and it is
suggested that the relevant spell checker is used for all messages
- e.g. UK English for the UK, US English for the US, etc . . . Real
Nouns and Place Names The dictionary/spell checker used must
include Real Nouns (names) and Place Names to assist in getting the
information in the message right 1.sup.st time. Events Planning -
Daily calendar of events, celebrations, News, etc . . . There are
several aspects of this: (i) Cultural Sayings In multi-cultural
societies, it is important to know that on many days a certain
community will be celebrating something. For example the Hindi new
year (Divali) is not the same as the main UK new year, so on
Divali, Transcribers must be prepared to hear greetings and wishes
with this and other associated words in it and know how to spell
them or what a message's context might mean. (ii) Normal annual
events - Easter, Christmas, New Year, etc . . . (iii) Sporting
events - national leagues, world cups, F1 events, sailing events,
etc . . . (iv) Media events - Oscars, BAFTA, etc . . . winners (v)
Unexpected events - like the recent `Twin Towers` attack, the
bombing in Madrid, War in Iraq, etc . . . The local Transcription
Bureau Manager must have a full calendar of all cultural, social
and sporting events which they must plan for at least 2 days in
advance. In addition, this will be critical to determining the
likely load balancing required with staff. For instance, at the end
of the recent England Rugby world cup win, the text messaging and
voicemail loads in the 2-3 hours that followed the match probably
exceeded 300% of their normal levels and there would have been lots
of references to players names, technical words used in the game
(try, conversion, ruck, mall, etc . . . ), foreign cities and
locations, and of course the following day all the traffic related
to people getting back from the event, etc . . . which will
naturally skew the load balancing again. Undecipherable words After
the best attempt has been made to figure out what the word might be
(could be the name of a bar or place that is outside the normal
vocabulary), a question mark in brackets will be placed after it.
E.g. Spoken message: Meet you at Jongleurs at 6 tonight.
Transcription: Meet you at Junglers(?) at 6 tonight. Gaps or line
drop outs The message may contain `drop-outs`, `gaps` or other
interference due to temporary Network coverage issues. In this
case, insert a ` ` where the word(s) are missing. E.g. "John, it's
Mike and I'm late so see you at 6pm." This will likely prompt the
user to dial-in to listen to the original and see if they can make
sense of the message. More than 3 drop outs: In the case the
message is unintelligible due to a high number of drop outs (3 or
more), then use the `Undecipherable` option to send the user a
notice that they need to either listen to a voicemail or try
speaking their text message again. Undecipherable voice messages
The user will be notified via a text message using a standard
template that there are undecipherable voice messages for them to
listen to: VoicemailView The standard text will say, "You have x
new voicemail(s) to listen to that couldn't be converted. To hear
them, please connect to VoicemailView by holding and pressing 1."
Then the following fields will be automatically populated: Caller
[tel no] or ["Private No."] when CLI suppressed [time/date] A
[unique i/d] so that user can go straight to that message
VoiceMessenger The standard text will say "We're sorry we couldn't
convert the message you just dictated. Please try again speaking
slowly and clearly. Thank you!" Then the following fields will be
automatically populated: [Time and date] they attempted to send
message To: [Tel No.] they were attempting to text Mood or other
implied Context When it is clear that the person leaving the
message is also using mood as part of the message, then the
transcriptionist will include the following at the beginning of the
message: [laughing] Laughing [crying] Crying [whispering]
Whispering [shouting] Shouting/Screaming (unless doing so to
overcome background noise as when in a bar or station in which case
ignore) [screaming] Screaming as when someone is highly distressed,
in trouble or frightened. [frightened] When the person is obviously
frightened [angry] Angry as shouting and/or banging fists (should
be obvious from the content of the message) When the mood is
unclear (e.g. may be just the way that person talks or the context
that they're in), then don't add this in. VoiceMessenger Text'isms
It is becoming common to insert text symbols to represent emotions
(emoticons). The following will be published and will be supported.
This is the set that we will support and publish on our website.
The official full listing of SMS-Speak is at:
http://sites.ninemsn.com.au/minisite/web2sms/help/smsdict.asp
During dictation of the VoiceMessenger message, the user may say
"Insert symbol-name" and the transcriber will insert the
appropriate symbol. E.g. "Thanks for confirming our trip. Insert
smiley. Bye!" = "Thanks for confirming our trip :-) Bye!" Symbol
Symbol Name Symbol Symbol Name :-) Smiley O :-) An angel :-D
Laugher :-9 Salivating ;-) Twinkle :-<> Surprised :-* Kiss
%-6 Not very clever :-( Sad :-( ) Shocked :'-( Crying :-o zz Bored
:-c Unhappy :-\ Sceptical :-|| Angry : @ Shouting :-(0) Shouting
:-o Appalled :-< Cheated :-X Not saying a word >:-( Very
angry |-I Sleeping :-O Wow %-} Intoxicated :-| Determined :-v
Talking :-* Bitter Punctuation Normal punctuation should be used
such as capitals at the begging of
sentence, full stops, question marks, exclamation marks, colons and
semi-colons where it is clear that the intonation or the grammar
requires it. The Grammar checker used in the Transcribe Assistant
ought to help eliminate mistypes. Text is delivered promptly Time
taken for text message to arrive on receiver's phone from end of
voicemail recording is on average 2 mins: 80% within 2 minutes 10%
within 3 minutes 10% within 5 minutes Queuing and load-balancing
will be necessary to ensure optimal throughput of messages.
* * * * *
References