U.S. patent application number 12/346823 was filed with the patent office on 2010-07-22 for device and method for managing voice messages.
This patent application is currently assigned to SpinVox Limited. Invention is credited to Daniel Michael Doulton.
Application Number | 20100184409 12/346823 |
Document ID | / |
Family ID | 32395893 |
Filed Date | 2010-07-22 |
United States Patent
Application |
20100184409 |
Kind Code |
A1 |
Doulton; Daniel Michael |
July 22, 2010 |
Device and Method for Managing Voice Messages
Abstract
A device and method for managing voice messages using a graphic
user interface (GUI) to display text transcribed from the content
of a voice message, to parse the transcribed text and to use the
parsed data for an application running on a device. The present
invention hence supplants the current approach of retrieving voice
messages by phone using a voice prompt based system to a GUI based
system. This GUI based system individually lists voice messages in
a menu list, making it very simple for a user to not only read the
transcribed text from the voice message but to run applications
based on the parsed data from the transcribed text, as well as
performing other more familiar functions as such retrieving the
voice message for playing back.
Inventors: |
Doulton; Daniel Michael;
(Marlow, GB) |
Correspondence
Address: |
MARK DAVID FOX
588 SUTTER STREET, SUITE 555
SAN FRANCISCO
CA
94102
US
|
Assignee: |
SpinVox Limited
Marlow
GB
|
Family ID: |
32395893 |
Appl. No.: |
12/346823 |
Filed: |
December 30, 2008 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
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10554115 |
Oct 21, 2005 |
7532913 |
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PCT/GB04/01736 |
Apr 22, 2004 |
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12346823 |
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Current U.S.
Class: |
455/412.1 ;
379/88.14 |
Current CPC
Class: |
H04M 3/42204 20130101;
H04W 4/14 20130101; H04L 51/38 20130101; H04M 2250/74 20130101;
H04M 3/537 20130101; H04M 1/7243 20210101; H04W 76/10 20180201;
H04M 2203/4536 20130101; H04W 4/16 20130101; H04W 4/18 20130101;
H04M 3/4228 20130101; H04M 3/53 20130101; H04M 2201/60 20130101;
G10L 15/26 20130101; H04L 51/066 20130101; H04M 3/53333 20130101;
H04M 2203/253 20130101; H04W 4/12 20130101; H04M 1/72436
20210101 |
Class at
Publication: |
455/412.1 ;
379/88.14 |
International
Class: |
H04L 12/58 20060101
H04L012/58; H04M 11/00 20060101 H04M011/00 |
Foreign Application Data
Date |
Code |
Application Number |
Apr 22, 2003 |
GB |
0309088.3 |
Jun 12, 2003 |
GB |
0313615.7 |
Claims
1. A device for managing voice messages left for a user comprising
a graphical user interface that displays text transcribed from the
content of a voice message, and a parser that parses data from the
transcribed text, the parsed data being used for an application
running on the device.
2. A device for managing voice messages as in claim 1 wherein the
graphical user interface further displays a menu list that
identifies more than one voice message.
3. A device for managing voice messages as in claim 2 wherein the
transcribed text displayed on the graphical user interface is the
transcribed text from the content of a voice message selected from
the menu list.
4. A device for managing voice messages as in claim 3 wherein the
graphical user interface is a hierarchical interface which, at a
first or second level, displays the menu list.
5. A device for managing voice messages as in claim 3 wherein the
menu list identifies the original devices that generated the more
than one voice message.
6. A device for managing voice messages as in claim 5 wherein the
original devices are identified by a person's name or a phone
number.
7. A device for managing voice messages as in claim 3 wherein the
device further plays the selected voice message.
8. A device for managing voice messages as in claim 7 wherein the
voice message is remotely stored.
9. A device for managing voice messages as in claim 7 wherein the
voice message is stored on the device.
10. A device for managing voice messages as in claim 7 wherein the
graphical user interface further identifies the voice messages that
have been played to the user.
11. A device for managing voice messages as in claim 1 wherein the
parsed data is a phone number.
12. A device for managing voice messages as in claim 11 wherein the
phone number is the phone number of the device that generated the
voice message.
13. A device for managing voice messages as in claim 1 wherein the
parsed data is an email address.
14. A device for managing voice messages as in claim 13 wherein the
email address is an email address belonging to the person who
generated the voice message.
15. A device for managing voice messages as in claim 1 wherein the
parsed data is a noun.
16. A device for managing voice messages as in claim 15 wherein the
application is a web search application.
17. A device for managing voice messages as in claim 1 wherein the
parsed data is a physical address.
18. A device for managing voice messages as in claim 1 wherein the
parsed data is a web address.
19. A device for managing voice messages as in claim 1 wherein the
parsed data is a number.
20. A device for managing voice messages as in claim 1 wherein the
parsed data is a time.
21. A device for managing voice messages as in claim 1 wherein the
parsed data is a date.
22. A device for managing voice messages as in claim 1 wherein the
device is a mobile phone.
23. A method for managing voice messages left for a user comprising
the steps of: (a) displaying text transcribed from the content of a
voice message and (b) a parsing the transcribed text, the parsed
data being used for an application running on a device.
24. A method for managing voice messages as in claim 23 further
comprising the step of displaying a menu list that identifies more
than one voice message.
25. A method for managing voice messages as in claim 24 further
comprising the step of selecting a voice message from the displayed
menu list.
26. A method for managing voice messages as in claim 24 wherein the
menu list is displayed in the first or second level of a
hierarchical interface running on a graphical user interface.
27. A method for managing voice messages as in claim 24 wherein the
menu list identifies the original devices that generated the more
than one voice message.
28. A method for managing voice messages as in claim 27 wherein the
original devices are identified by a person's name or a telephone
number.
29. A method for managing voice messages as in claim 23 further
comprising the step of playing the voice message to the user.
30. A method for managing voice messages as in claim 29 wherein the
graphical user interface further identifies the voice messages that
have been played to the user.
31. A method for managing voice messages as in claim 23 wherein the
parsed data is a phone number.
32. A method for managing voice messages as in claim 33 wherein the
phone number is the phone number of the device that generated the
voice message.
33. A method for managing voice messages as in claim 23 wherein the
parsed data is an email address.
34. A method for managing voice messages as in claim 35 wherein the
email address is an email address belonging to the person who
generated the voice message.
35. A method for managing voice messages as in claim 23 wherein the
parsed data is a noun.
36. A method for managing voice messages as in claim 37 wherein the
application is a web search application.
37. A method for managing voice messages as in claim 23 wherein the
parsed data is a physical address.
38. A method for managing voice messages as in claim 23 wherein the
parsed data is a web address.
39. A method for managing voice messages as in claim 23 wherein the
parsed data is a number.
40. A method for managing voice messages as in claim 23 wherein the
parsed data is a time.
41. A method for managing voice messages as in claim 23 wherein the
parsed data is a date.
Description
BACKGROUND OF THE INVENTION
[0001] 1. Field of the Invention
[0002] This invention relates to a method of managing voicemails
from a mobile telephone.
[0003] 2. Description of the Prior Art
[0004] 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
mobile telephones, fail to do this intelligently. The primary
reason is the nature of the interface from the user's mobile
telephone 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.
[0005] 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
voice messages they did not get the details of the first time
round.
[0006] 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, voice mail 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 a text message or an e-mail
can make the sender appear less then lucid.
SUMMARY OF THE INVENTION
[0007] In a first aspect, there is a method of managing voice
messages using a mobile telephone, comprising the steps of: [0008]
(a) a graphical user interface (GUI) being opened on the mobile
telephone, the GUI individually listing remotely stored voice
messages in a menu list, the voice messages being meant for a user
of the mobile telephone; [0009] (b) enabling the user to select a
voice message from the list to initiate playback on the mobile
telephone.
[0010] The present invention hence supplants the current approach
of retrieving voice messages (based on the user listening to
various options spoken by a synthetic voice, such as "press 1 to
reply", "press 2 to delete", "press 3 to repeat") with a GUI based
system; this system individually lists voice messages in a menu
list displayed on the mobile telephone, making it very simple for
an end-user to select a message to initiate playback of the voice
message.
[0011] In an implementation, the GUI is a hierarchical interface
which at a first or second level lists the number of stored voice
messages in an in-box. The interface may list at a first or second
level whether the received voice messages are new or have been
listened to. The interface could be an inbox view with folders for
storage/retrieval of voice messages.
[0012] In addition, the GUI can list the name of a person leaving a
voice message or their telephone number. This greatly aids
operation: the end user can quickly scan the menu list of stored
voice messages, looking at the caller name etc. to decide if there
are any important messages to listen to immediately.
[0013] The GUI may display a menu list with one or more of the
following selectable options: play all voice messages; delete all
voice messages; mark all voice messages as heard; forward all voice
messages; store all voice messages. Again, this GUI-based approach
is far easier for most people to operate than the prior art "press
1 to reply", "press 2 to delete", "press 3 to repeat" etc.
approach.
[0014] The GUI may also be a hierarchical interface which displays
a menu list of selectable items that enable the user to initiate
further actions in respect of a selected voice message. For
example, the further actions could be selected from the list: erase
voice message; next voice message; fast forward through voice
message; rewind through voice message; play previous voice message;
call back to sender of voice message; open up text messaging
application; store voice message in a specific folder; forward
voice message; add caller's telephone number to contacts; configure
greetings; configure call diversion behaviour. Again, presenting
these options graphically on a display of the mobile telephone is
far better than the current approach which give no visual cues as
to how to initiate these functions.
[0015] Adding a caller's telephone number to a contacts application
is an example of parsing the transcribed text message and using the
parsed data in an application running on the mobile telephone. The
GUI can display a menu list of other selectable items that enable
the user to initiate further kinds of parsing and use of the parsed
data. For example:
(a) extracting the phone number spoken allowing it to be used (to
make a call), saved, edited or added to a phone book; (b)
extracting an email address and allowing it to be used, saved,
edited or added to an address book; (c) extracting a physical
address and allowing it to be used, saved, edited or added to an
address book; (d) extracting a web address (hyperlink) and allow it
to be used, edited, saved or added to an address book or browser
favourites. (e) extracting a time for a meeting and allow it to be
used, saved, edited and added to an agenda as an entry (f)
extracting a number and saving it to one of the device applications
(g) extracting a real noun and providing options to search for it
or, look it up on the web (WAP or full browser).
[0016] One or more items from the list could be displayed whilst
the voice message is being played back on the device.
[0017] Speaking a command to initiate the further actions is also
possible; then the telephone may display synchronised aural prompts
(IVR) to facilitate a user speaking the command they want
executed.
[0018] In another implementation, voice messages are succinctly
transcribed to text format by remote, human transcribers and the
transcribed messages are then sent to the mobile telephone. The GUI
then lists any voice messages that have been converted to text
format and the GUI further enables those voice messages converted
to text format to be selected to cause the text format message to
be displayed.
[0019] In a second aspect, there is a mobile telephone programmed
to perform the above methods.
BRIEF DESCRIPTION OF THE DRAWINGS
[0020] The present invention will be described with reference to
the accompanying drawings, in which:
[0021] 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;
[0022] 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;
[0023] FIG. 5 depicts a conventional text message notification;
[0024] FIG. 6 depicts how a voicemail transcribed using the method
of the present invention appears as a text message displayed on a
mobile telephone;
[0025] 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;
[0026] FIG. 8 depicts a menu list of three new functions available
as options relevant to a transcribed voicemail;
[0027] FIGS. 9A to 9D depict a GUI based voicemail management
application for managing conventional audio voicemails;
[0028] 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;
[0029] FIG. 11 shows the overall flow of actions at a voicemail
server, indicating the actions initiated by user inputs;
[0030] FIG. 12 shows the overall flow of actions occurring at the
voice message transcribers;
[0031] FIG. 13 shows a screen shot of the web-based interface used
by voice message transcribers.
DETAILED DESCRIPTION
[0032] The present invention is implemented by SpinVox Limited,
London, United Kingdom as part of a suite of mobile telephone
products:
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. 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. 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.
[0033] 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.
A. VoicemailView.TM. Voicemail to Text system
[0034] There are three solutions described which deliver the
Voicemail to Text system: [0035] 1. Inside the Network
Operator--the system is integrated within an operator's Network
Services (see FIG. 1). [0036] 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.
A.1 VoicemailView: Inside the Operator Variant
[0037] Referring now to FIG. 1, the process deployed is as follows:
[0038] 1 Caller, from either PSTN or Mobile phone network, leaves a
voicemail. [0039] 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. [0040] 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 [0041] The time & date of voicemail is added to a
header of the SMS/MMS file [0042] The caller number is added to the
header of the SMS/MMS file [0043] 3 Message file is sent to SMS or
MMS servers for storage. [0044] 4 Message is sent via SMS or MMS
gateway to wireless terminal. [0045] 5 User views and manages
`text` voice mails within SMS or MMS application, or even inside a
Messaging Application depending on platform. [0046] 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). [0047] 7 Positive delivery of SMS/MMS
synchronises the SMS/MMS store with Voicemail store as message
`read`.
A.2 Outside the Operator Variant; Service Company Provides Voice to
Text Infrastructure for an Operator
[0048] Referring now to FIG. 2, the process deployed is as follows:
[0049] 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: [0050] 1. Reverse Text
billing (micro-billing) [0051] 2. Monthly Credit/Debit Card billing
[0052] 2 Caller, from either PSTN or Mobile phone network, leaves a
voicemail. [0053] 3 Service Co. Voicemail Retrieval & Storage
Server calls into Subscriber's Voicemail Box & `listens` to
messages: [0054] Uses standard DTMF tones to play messages,
retrieve time of call, caller number and other data to build up
necessary data for text delivery [0055] Creates unique i/d--can
just be a Hash of the time/date & caller number [0056] Stores
voicemail for future playback [0057] 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 [0058] Link (unique i/d) to original voicemail file is
generated and embedded as information hidden from the user in the
SMS/MMS file [0059] Time & date of voicemail added to a header
of the SMS/MMS file [0060] Caller number is added to the header of
the SMS/MMS file [0061] MMS file can contain original audio file
embedded for local playback [0062] 5 SMS or MMS message delivered
via subscriber's Network Operator [0063] Message sent via SMS or
MMS gateway to wireless terminal. [0064] User views and manages
`text` voice mails within SMS or MMS application, or even inside
Messaging Application depending on platform. [0065] 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. [0066] 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.
A.3 Outside the Operator: Voicemail Provided Entirely by Service
Company
[0067] Referring now to FIG. 3, the process deployed is as follows:
[0068] 1 New subscriber provides Service Co. with their phone
number and billing details. They are now using the Service Co. as
their voicemail provider. [0069] 2 options: [0070] 1. They manually
divert calls on their phone to Service Co. Voicemail gateway number
[0071] 2. Service Co. provides over-the-air upgrade to change this
behaviour [0072] There are 2 options (either pre-paid or post-pay)
for billing: [0073] 3. Reverse Text billing (micro-billing) [0074]
4. Monthly Credit/Debit Card billing [0075] 2 Caller, from any
phone, typically PSTN or Mobile phone network, leaves a voicemail.
[0076] 3 Service Co. Voicemail provides all voicemail functions
[0077] 1. Stores voicemail for future playback [0078] 2. Creates a
unique i/d--can just be a Hash of the time/date & caller number
[0079] 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
[0080] Link (unique i/d) to original voicemail file generated and
embedded as information in SMS/MMS file hidden from the user [0081]
Time & date of voicemail is added to the header of the SMS/MMS
file [0082] Caller number is added to the header of the SMS/MMS
file [0083] MMS file can contain original audio file embedded for
local playback [0084] 5 SMS or MMS message delivered via
subscriber's Network Operator [0085] Message sent via SMS or MMS
gateway to wireless terminal. [0086] User view and manages `text`
voice mails within SMS or MMS application, or even inside Messaging
Application depending on platform. [0087] 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. [0088] 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.
B. Mobile Telephone Software
[0089] 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:
B.1 Viewing Voicemail-Text Messages
[0090] There are two options: [0091] 1. Do not modify the existing
telephone GUI--just treat the SMS which is the transcribed
voicemail as another message [0092] 2. Modify the GUI to
incorporate the new features shown below:
[0093] 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.
[0094] 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: [0095]
Hear Original [0096] Call Back [0097] Add to Contacts
[0098] We expand on these new functions below:
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.
[0099] There are three options:
(i) The user goes into the standard voicemail system and follows
the existing audio prompts for hearing the message. (ii) The user
goes into the new Voicemail Management Application shown below at
B.2.
[0100] 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.
(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.
Call Back
[0101] This uses the caller's number recorded with the message to
call them back.
Add to Contacts
[0102] This takes the caller's number and automatically adds it to
a new contact/address entry for the user to complete with name,
etc.
[0103] 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:
(a) extracting the phone number spoken allowing it to be used (to
make a call), saved, edited or added to a phone book; (b)
extracting an email address and allowing it to be used, saved,
edited or added to an address book; (c) extracting a physical
address and allowing it to be used, saved, edited or added to an
address book; (d) extracting a web address (hyperlink) and allow it
to be used, edited, saved or added to an address book or browser
favourites. (e) extracting a time for a meeting and allow it to be
used, saved, edited and added to an agenda as an entry (f)
extracting a number and saving it to one of the device applications
(g) extracting a real noun and providing options to search for it
or, look it up on the web (WAP or full browser).
[0104] 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. . . . ).
B.2 VoicemailManager.TM.: Voicemail Management Application
[0105] 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.
[0106] 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.
[0107] 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.
[0108] 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
[0109] 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 message
Opens up Text (SMS or MMS) application with callers 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 contacts Adds number to contacts through phone's standard
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.
[0110] 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.
[0111] 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.
B.3 VoiceMessenger.TM.: Speech to Text (SMS/MMS) Service
[0112] 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.
[0113] 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.
[0114] 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.
C. Extensions
C.1 MMS Voice-Notes to Text
[0115] 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.
C.2 Automated Voice Recognition
[0116] 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.
C.3 Online Address Book
[0117] 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: [0118] 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. [0119] 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.
[0120] 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.
C.4 Presently Available Services (Presence)
[0121] 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.
APPENDIX 1
1. SpinVox Voicemail IVR Structure
[0122] A standard voicemail server system with IVR is the
foundation; the IVR is programmed as shown in the FIG. 11
flowchart.
2. VoicemailView
[0123] 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.
[0124] 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.
[0125] 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.
2.1 Landline or Other Mobile Phone Access
[0126] 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.
2.2 Speed-Dials
[0127] 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.
2.3 Leaving a VoiceMail
[0128] The user's phone is configured to divert to SpinVox
voicemail under conditions they define shown below, where the
caller will either hear: [0129] Default SpinVox greeting: "Welcome
to SpinVox Voicemail. Please dictate your message clearly after the
tone." [tone] [0130] User's own greeting: [User's recorded
greeting] [tone]
[0131] Then: [0132] 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). [0133] 2. At the end of
recording, the caller hears Standard IVR options via prompt:
"Press: [0134] 1. To hear your message [0135] 2. To delete your
message and re-record [0136] 3. Re-record your message [0137] # to
end or simply hang-up" [0138] 3. 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" [0139]
a. If the user hangs up without recording a new message, then the
message is sent for Transcription. [0140] 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. [0141] 4. Message is sent to the
relevant Transcription queue: [0142] a. If callers CLID (Caller
Line Identification) captured, then autopopulate the `From` field.
If not, insert `SpinVox VoicemailView` as the sender. [0143] b. If
transcribable, then text version of message sent to user [0144] c.
If untranscribable, then a template text message with certain
fields auto-populated is sent to user: [0145] "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` [0146] d. Bill according to number of SMSs sent.
[0147] 5. Text message sent to user and they can choose what to do
next as per standard options available to them on their
handset.
3. VoiceMessenger
[0148] The above IVR diagram shows how a user accesses
VoiceMessenger, whether directly from their mobile phone, or via
another phone.
3.1 Speed-dials
[0149] The IVR system will accept a user programming in a
speed-dial that allows them to dial their unique SpinVox
number+PIN+`3`.
[0150] 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.
[0151] 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]
[0152] Then: [0153] 1. If DTMF tone is undetectable, or confusing
(as using * or + for international dialing), then prompt for new
number entry: [0154] "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] [0155] 2.
System records for either the default length (30 secs) or the user
defined length (10 s-2 mins). [0156] 3. At end of recording, user
hears Standard IVR options via prompt: "Press: [0157] 4. To hear
your message [0158] 5. To delete your message and re-record [0159]
6. Re-record your message [0160] # to send new message or simply
hang-up" [0161] 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" [0162] a. If the user
hangs up without recording a new message, then the message is sent
for Transcription. [0163] 5. Message sent to transcription queue
with the `From` field auto-populated (as SpinVox knows who the
client is): [0164] a. If transcribable, then text version of
message sent to user [0165] b. If untranscribable, then a template
text message with certain fields auto-populated is sent to user:
[0166] "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`. [0167] c. Bill according
to number of SMS's sent or MMS size (KB). [0168] 6. Text message
sent to recipient and they can choose what to do next as per
standard options available to them on their handset.
4. Technical Provisioning
[0169] During Technical Provisioning, user data (handset, network,
etc. . . . ) will be re-used to confirm to the user what they have
selected.
[0170] 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.
[0171] The steps are:
Step 1: handset selection, from a drop down list shown on the
provisioning screen (usually at the point of sale) Step 2:
Voicemail View setup: [0172] <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!> 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 [0173] <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.> 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). Step 5: Call divert setup: SMS. The
provisioning screen informs the user that if he has received the
configuration SMS, please do the following: [0174] 1. Open SMS
message [0175] 2. Select `Options` (database to have name of
function for each handset) [0176] 3. Scroll & Select `Use
Number` [0177] 4. You will now see 4 numbers, select the first
number and press `Send`. You will now see the number being dialed
and `Requesting` displayed on your mobile's screen. If you receive
a confirmation message, repeat this step for the remaining 3
numbers. Step 5: Call divert setup: Mobile phone. The provisioning
screen informs the user: [0178] On your mobile handset: [0179] 1.
Select `Menu`. [0180] <IMPORT VOICEMAILVIEW DATA FROM DATABASE
FOR SPECIFIC HANDSET . . . TELLS YOU WHAT TO DO/WITH `+COUNTRY
CODE_USERS UNIQUE VOICEMAIL NUMBER_p_PIN NUMBER_#`> 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. Step 7: Voice
Messenger setup. The provisioning screen informs the user: [0181]
Please do as follows: [0182] We have just sent you an SMS-VCard.
When you have received it, please do the following: [0183] 1.
Accept and save the VCard on your mobile phone without modifying
it--go to step 2. [0184] If you have not received this message
within 5 minutes, or cannot save the VCard, please do the
following: [0185] Create a new `Contact` called VoiceMesseriger'
that has the following number: +COUNTRY CODE_USERS UNIQUE VOICEMAIL
NUMBER_p_PIN NUMBER.sub.--#,1` [0186] 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) [0187] 2. <IMPORT
VOICEMESSENGER SPEED DIAL CONFIG. DATA FROM DATABASE FOR SPECIFIC
HANDSET . . . TELLS YOU WHAT TO DO/WITH> Step 8: Congratulations
screen: [0188] Thank you for choosing SpinVox Services. [0189] 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. [0190] 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! [0191] You can always access
VoiceMessenger by pressing and holding the `1` key and following
the prompts. [0192] You can view your account settings, view
statements and manage your SpinVox account at
www.SpinVox.com--using your Mobile Phone number and PIN. [0193] If
you have not already printed or recorded your PIN number, here it
is again [0194] 1234
5. Transcribe Assistant
[0195] 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.
5.1 Transcriber Control Panel Buttons (See FIG. 13):
[0196] Transcription completed [0197] Transcription
undecipherable--as per 2 & 3 above: [0198] 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." [0199] The `From` field is from `SpinVox
VoicemailView` [0200] 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'table to convert the
message you dictated [time/date "to tel no." if available]. Phase
try again in quiet surroundings and dictate clearly. Thank you.
SpinVox." [0201] The `From` field is `SpinVox VoiceMessenger`.
[0202] Pause and re-queue current message [0203] Re-route current
message to different language bureau, menu to select language or
"unknown". Transcriber taken back to queue to receive new
message.
5.2 Phone Numbers:
[0203] [0204] 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" [0205] 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.
[0206] 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.
5.3 Spell Checker
[0207] 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).
[0208] 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. . . . .
[0209] 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.
5.4 Transcription Bureau Manager
[0210] They can view the statistics for all the Transcriber
accounts they own below them. They will be able to view and
analyse: [0211] No. of transcriptions by type (sign-up,
support)--hourly, daily, weekly, monthly, yearly [0212] No. SMS's
sent by type--hourly, daily, weekly, monthly, yearly [0213] Queue
times--hourly, daily, weekly, monthly, yearly [0214] Average
message length by type--hourly, daily, weekly, monthly, yearly
[0215] Transcriptions times/rates--hourly, daily, weekly, monthly,
yearly [0216] Variance in transcription times/rates by
type--hourly, daily, weekly, monthly, yearly [0217] All of these by
Transcriber account [0218] No. and % of messages untranscribable by
type--daily, weekly, monthly, yearly [0219] No. and % of messages
sent to different bureau for transcription--daily, weekly, monthly,
yearly [0220] 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.
APPENDIX II
Transcription Services Requirements
[0221] These are the requirements for the Transcription Services to
be used for both VoicemailView and VoiceMessenger services.
Requirements
[0222] The key requirement is to deliver the actual message, not
all the redundant information which is often spoken and left in a
message.
Requirement
Confidentiality
[0223] 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. [0224]
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 [0225] Message and number disassociation to protect the
user's information: [0226] In the case of VoicemailView, the
transcriber will not be shown the user's phone number they're
sending the text message to [0227] In the case of VoiceMessenger
they will not see the caller's number, only the destination number
[0228] 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 [0229]
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. . . . ) [0230] Access to saved
messages on servers (or elsewhere) must be secure
Conversion is 99%+ Accurate
[0231] If the user receives a text message, it will be
intelligible--99% accurate to original voice file message.
[0232] All numbers, phone numbers, email addresses, web addresses,
street addresses will be correctly converted.
Character Set 100% Compatible with SMS/MMS Allowed Characters
[0233] Characters used during transcription are compatible with the
SMS/MMS system resulting message will be sent through.
Concatenation of Messages is Meaningful
[0234] 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
[0235] 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
[0236] Typically speech contains much redundant `noise`, e.g.:
`ummms`, `ahhh's`, `erre, `ehmm`, pauses, breaths, coughs, sneezes
and other typical speech artefacts. These clearly mustn't be
included in the transcription.
Obvious Repeats are Removed
[0237] Often a message will contain repeated phrases or names to
clarify what is being said. These shouldn't be included.
E.g.
[0238] 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
[0239] Standard abbreviation of common terms should be used:
TABLE-US-00003 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
[0240] Whenever a number is spoken, the numeric format will be
written down.
E.g. "See you at seven forty five tonight"="See you at 7:45 pm"
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
[0241] 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
[0242] If phone number is given with 00 for international dialing,
then convert this into a `+`.
e.g. 00442075864103 should be +442075864103.
[0243] Again this saves character spaces and correctly defines the
number for international dialing 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
[0244] 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
[0245] 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.
. . .
[0246] There are several aspects of this:
(i) Cultural Sayings
[0247] 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. . . .
[0248] 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
[0249] 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.
[0250] Spoken message: Meet you at Jongleurs at 6 tonight.
Transcription: Meet you at Junglers(?) at 6 tonight.
Gaps or Line Drop Outs
[0251] 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 6 pm."
[0252] 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:
[0253] 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
[0254] 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
[0255] 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."
[0256] Then the following fields will be automatically populated:
[0257] Caller [tel no] or ["Private No."] when CLI suppressed
[0258] [time/date] [0259] A [unique i/d] so that user can go
straight to that message
VoiceMessenger
[0260] 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!"
[0261] Then the following fields will be automatically populated:
[0262] [Time and date] they attempted to send message [0263] To:
[Tel No.] they were attempting to text
Mood or Other Implied Context
[0264] 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: [0265]
[laughing] Laughing [0266] [crying] Crying [0267] [whispering]
Whispering [0268] [shouting] Shouting/Screaming (unless doing so to
overcome background noise as when in a bar or station in which case
ignore) [0269] [screaming] Screaming as when someone is highly
distressed, in trouble or frightened. [0270] [frightened] When the
person is obviously frightened [0271] [angry] Angry as shouting
and/or banging fists (should be obvious from the content of the
message)
[0272] 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
[0273] 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.
[0274] The official full listing of SMS-Speak is at:
http://sites.ninemsn.com.au/minisite/web2sms/help/smsdict.asp
[0275] 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!"
TABLE-US-00004 Symbol Symbol Name :-) Smiley :-D Laugher ;-)
Twinkle :-* Kiss :-( Sad :'-( Crying :-c Unhappy :-|| Angry :-(0)
Shouting :-< Cheated >:-( Very angry :-O Wow :-| Determined
:-* Bitter O :-) An angel :-9 Salivating :-<> Surprised %-6
Not very clever :-() Shocked :-o zz Bored :-\ Sceptical : @
Shouting :-o Appalled :-X Not saying a word |-I Sleeping %-}
Intoxicated :-v Talking
Punctuation
[0276] 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.
[0277] The Grammar checker used in the Transcribe Assistant ought
to help eliminate mistypes.
Text is Delivered Promptly
[0278] Time taken for text message to arrive on receiver's phone
from end of voicemail recording is on average 2 mins: [0279] 80%
within 2 minutes [0280] 10% within 3 minutes [0281] 10% within 5
minutes
[0282] Queuing and load-balancing will be necessary to ensure
optimal throughput of messages.
* * * * *
References