WO2001045371A1 - Voice-response system for telephony subscribers - Google Patents

Voice-response system for telephony subscribers Download PDF

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Publication number
WO2001045371A1
WO2001045371A1 PCT/EP2000/011379 EP0011379W WO0145371A1 WO 2001045371 A1 WO2001045371 A1 WO 2001045371A1 EP 0011379 W EP0011379 W EP 0011379W WO 0145371 A1 WO0145371 A1 WO 0145371A1
Authority
WO
WIPO (PCT)
Prior art keywords
subscriber
routing
terminal
voice
telecommunication system
Prior art date
Application number
PCT/EP2000/011379
Other languages
French (fr)
Inventor
Pablo Zom
Original Assignee
Koninklijke Kpn N.V.
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Koninklijke Kpn N.V. filed Critical Koninklijke Kpn N.V.
Priority to AU17022/01A priority Critical patent/AU1702201A/en
Publication of WO2001045371A1 publication Critical patent/WO2001045371A1/en

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/54—Arrangements for diverting calls for one subscriber to another predetermined subscriber
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/436—Arrangements for screening incoming calls, i.e. evaluating the characteristics of a call before deciding whether to answer it

Definitions

  • Voice-responsa system for -telephony subscribers Voice-responsa system for -telephony subscribers .
  • the invention reLates to a telecommunication system, comprising a network for routing a call from the terminal of a first subscriber to the terminal of a second subscriber, the network comprising routing means adjustable by the second subscriber for routing calls intended for the second subscriber.
  • Said routing means may comprise, e.g., means with which the second subscriber may indicate that calls intended for him/her must be rerouted to another, e.g., mobile terminal.
  • Said service may be set, e.g., by keying in "*21", followed by the address (telephone number) of the terminal to which calls must be rerouted.
  • Another standard service for telephony subscribers is the one of the "voice-mail box", a calling subscriber being capable of leaving a spoken message if the called subscriber is engaged or does not answer. Said option may also be switched on or off by subscribers by keying in a code. In addition, a message may be recorded and stored, which is made audible to the subscribers calling (in vain) before the call is rerouted to the "voice-mail box" .
  • the object of the present invention is to be an extension of the services to be offered to subscribers, in supplement to the services referred to above.
  • the object of the invention is to provide for offering, to subscribers, the option of being capable themselves of indicating whether a calling (first) subscriber - provided the called (second) subscriber is not engaged or absent - is either put through to the called subscriber (as is currently the standard), or to his/her "voice-mail box", or to an - e.g., "voice" controllable - selection member, with which the calling subscriber himself may determine how his/her call must be dealt with: still directly towards the intended subscriber, or to his "voice-mail box", as the case may be.
  • Further destinations, such as an alternative (mobile) terminal are also possible.
  • the routing means adjustable by the second subscriber are suitable for, under control by the second subscriber, routing calls intended for the second subscriber either to the terminal of the second subscriber or to a selection member.
  • the routing means are preferably suitable for routing calls intended for the second subscriber, apart from the two destinations referred to, to a further destination, such as a "voice-mail box" or another, possibly mobile, terminal.
  • IVR voice-mail box
  • IVR Interactive Voice Response
  • the selection member preferably comprises an "Interactive-Voice- Response" member having means for giving off, to the first subscriber, selection options and means indicated by speech for receiving thereon and processing a response from the first subscriber.
  • the selection member may be set, by the second subscriber, by dialling various "service numbers", in a same way as “interconnection services” and the like are set. It is also possible for that purpose to use a separate setting module.
  • FIG. 1 offers an illustration of the present invention.
  • FIG. 1 shows a telecommunication system, comprising a network 1 for routing a call from a terminal 2 of a first subscriber to a terminal 3 of a second subscriber.
  • the network 1 comprises routing means 4 adjustable by the second subscriber for routing calls intended for the second subscriber.
  • said means are represented by a routing module (X) 4.
  • the subscriber - e.g., by keying in » *21" - may have incoming calls rerouted to another terminal (telephone number), e.g., his/her mobile terminal.
  • the routing means 4 adjustable by the second subscriber are (additionally) suitable, however, to under control by the second subscriber - using control codes - route calls intended for the second subscriber either directly to the terminal 3 of the second subscriber, or to a selection member 5.
  • the routing means 4 adjustable by the second subscriber are preferably suitable to, under control of the second subscriber, be capable of routing calls intended for the second subscriber not only to the terminal 3 of the second subscriber or the selection member 5, but also to further destinations ("mob").
  • the selection member 5, to which the second subscriber may have routed incoming calls, is suitable to be interactively used by the first calling subscriber for routing his (original) call intended for the second subscriber.
  • the selection member 5 is suitable for, under interactive control by the first subscriber, routing the call intended for the second subscriber (as yet) to either the terminal of the second subscriber, or to a further destination.
  • said "further destination” consists of a "voice-mail box” (VB) 6 assigned to the second subscriber.
  • the "further destination” referred to above may also consist of another terminal assigned to the second subscriber, e.g., his/her mobile terminal ("mob”) (not shown).
  • mob his/her mobile terminal
  • the selection member 5 comprises an "Interactive-Voice-Response" (IVR) member - known per se - having means for giving off to the first subscriber selection options and means indicated by speech for receiving thereon and processing the response from the first subscriber.
  • the first subscriber may reply to the questions posed by the IVR member by entering - by way of his/her keyboard - selection codes or - more sophisticatedly - entering spoken responses.
  • the second subscriber sets the routing means 4 by entering a code (e.g.,) "*611" if he/she wants to have calls rerouted directly to his/her terminal. If the subscriber definitely does not want to be disturbed by telephone calls, he/she keys in "*613"; in this case, the routing means route all calls to the "voice-mail box”. If he/she keys in "*614 0612345678", each incoming call is rerouted to the mobile terminal 0612345678 (this is actually the same function as the current one by way of keying in "*21 0612345678" .
  • a code e.g., "*611"
  • the subscriber If, however, the second subscriber wants to leave it to the own judgement of the called subscriber whether his call must be put through to the second subscriber or not (for urgent calls, this is of course a very sound option) , the subscriber in that case keys in "*612", and is then put through to the IVR module 5 by the routing means 4.
  • the subscriber ends up there in an IVR-setting menu, where he/she may record one or more messages and may make known the associated (keying) choices. For instance: “It is not very convenient for me to talk to you now. If it is urgent, however, for putting through, key in one" (keys in "1") ; “for VoiceMail, key in two” (keys in "2") . If the subscriber then makes a call intended for the subscriber, it is routed, by the switching means 4, to the IVR module 5. The IVR module 5 talks to the subscriber in conformity with the text menu set by the subscriber: “It is not very convenient to me to talk to you now. If it is urgent, however, key in one; otherwise, key in two".
  • FIG. 1 shows an example of such a setting module 7.
  • a signalling LED 9 corresponding to said choice continues to burn (it may of course be quite different from an LED, the point being that feedback is given on the status), for as long as said subscriber makes no other choice ("Direct/*611", “VB/*613", or "MOB/*614"). The subscriber may therefore see from the burning LED how the routing means are set and may modify this by pushing any of the other push buttons 8.

Abstract

Telecommunication system, comprising a network (1) for routing a call from the terminal (2) of a first subscriber to the terminal (3) of a second subscriber, the network comprising routing means (4) adjustable by the second subscriber for routing calls intended for the second subscriber. As an extension to putting-through and 'voice-mail' services, there is provided for offering, to subscribers, the option of being capable themselves of setting whether a calling subscriber is put through to the chosen terminal, or to the 'voice-mail box' of the subscriber, or to a 'voice'-controllable selection member (5), with which the calling subscriber himself may determine how his/her call may be dealt with best. The selection member is set by the second subscriber by dialling various 'service numbers', in a same manner as 'putting-through services' and the like are set. It is also possible to use a separate setting module (7) for this purpose.

Description

Voice-responsa system for -telephony subscribers .
BACKGROUND OF THE INVENTION
The invention reLates to a telecommunication system, comprising a network for routing a call from the terminal of a first subscriber to the terminal of a second subscriber, the network comprising routing means adjustable by the second subscriber for routing calls intended for the second subscriber.
Said routing means may comprise, e.g., means with which the second subscriber may indicate that calls intended for him/her must be rerouted to another, e.g., mobile terminal. Said service may be set, e.g., by keying in "*21", followed by the address (telephone number) of the terminal to which calls must be rerouted.
Another standard service for telephony subscribers is the one of the "voice-mail box", a calling subscriber being capable of leaving a spoken message if the called subscriber is engaged or does not answer. Said option may also be switched on or off by subscribers by keying in a code. In addition, a message may be recorded and stored, which is made audible to the subscribers calling (in vain) before the call is rerouted to the "voice-mail box" .
SUMMARY OF THE INVENTION
The object of the present invention is to be an extension of the services to be offered to subscribers, in supplement to the services referred to above. In summary, the object of the invention is to provide for offering, to subscribers, the option of being capable themselves of indicating whether a calling (first) subscriber - provided the called (second) subscriber is not engaged or absent - is either put through to the called subscriber (as is currently the standard), or to his/her "voice-mail box", or to an - e.g., "voice" controllable - selection member, with which the calling subscriber himself may determine how his/her call must be dealt with: still directly towards the intended subscriber, or to his "voice-mail box", as the case may be. Further destinations, such as an alternative (mobile) terminal, are also possible.
Somewhat more formally specified, according to the invention the routing means adjustable by the second subscriber are suitable for, under control by the second subscriber, routing calls intended for the second subscriber either to the terminal of the second subscriber or to a selection member. The routing means are preferably suitable for routing calls intended for the second subscriber, apart from the two destinations referred to, to a further destination, such as a "voice-mail box" or another, possibly mobile, terminal.
The selection member is preferably suitable for - after rerouting - being used interactively by the first subscriber for routing his call intended for the second subscriber to either the terminal of the second subscriber, or to a further destination, such as a "voice-mail box" (IVR) [= Interactive Voice Response] or another, possibly mobile, terminal.
The selection member preferably comprises an "Interactive-Voice- Response" member having means for giving off, to the first subscriber, selection options and means indicated by speech for receiving thereon and processing a response from the first subscriber.
The selection member may be set, by the second subscriber, by dialling various "service numbers", in a same way as "interconnection services" and the like are set. It is also possible for that purpose to use a separate setting module.
EXEMPLARY EMBODIMENTS
FIG. 1 offers an illustration of the present invention. FIG. 1 shows a telecommunication system, comprising a network 1 for routing a call from a terminal 2 of a first subscriber to a terminal 3 of a second subscriber. The network 1 comprises routing means 4 adjustable by the second subscriber for routing calls intended for the second subscriber. Said routing means 4 may be implemented in entirely different ways, e.g., using IN technology [IN = Intelligent Networks]. In FIG. 1, said means are represented by a routing module (X) 4. Using such routing means, the subscriber - e.g., by keying in »*21" - may have incoming calls rerouted to another terminal (telephone number), e.g., his/her mobile terminal. According to the invention, the routing means 4 adjustable by the second subscriber are (additionally) suitable, however, to under control by the second subscriber - using control codes - route calls intended for the second subscriber either directly to the terminal 3 of the second subscriber, or to a selection member 5. The routing means 4 adjustable by the second subscriber are preferably suitable to, under control of the second subscriber, be capable of routing calls intended for the second subscriber not only to the terminal 3 of the second subscriber or the selection member 5, but also to further destinations ("mob").
The selection member 5, to which the second subscriber may have routed incoming calls, is suitable to be interactively used by the first calling subscriber for routing his (original) call intended for the second subscriber.
The selection member 5 is suitable for, under interactive control by the first subscriber, routing the call intended for the second subscriber (as yet) to either the terminal of the second subscriber, or to a further destination. In the example shown in the figure, said "further destination" consists of a "voice-mail box" (VB) 6 assigned to the second subscriber.
It should be noted that the use of a "voice-mail box" per se has of course been known for a long time and is being applied, including the use of a reporting text to be recorded by the subscriber. The "voice-mail box", however, is switched on - without intervention by the subscriber - if it is apparent during a call that the terminal of the called subscriber is either engaged or is not answered by the subscriber.
The "further destination" referred to above may also consist of another terminal assigned to the second subscriber, e.g., his/her mobile terminal ("mob") (not shown).
The selection member 5 comprises an "Interactive-Voice-Response" (IVR) member - known per se - having means for giving off to the first subscriber selection options and means indicated by speech for receiving thereon and processing the response from the first subscriber. The first subscriber may reply to the questions posed by the IVR member by entering - by way of his/her keyboard - selection codes or - more sophisticatedly - entering spoken responses. First an example, now.
The second subscriber sets the routing means 4 by entering a code (e.g.,) "*611" if he/she wants to have calls rerouted directly to his/her terminal. If the subscriber definitely does not want to be disturbed by telephone calls, he/she keys in "*613"; in this case, the routing means route all calls to the "voice-mail box". If he/she keys in "*614 0612345678", each incoming call is rerouted to the mobile terminal 0612345678 (this is actually the same function as the current one by way of keying in "*21 0612345678") . If, however, the second subscriber wants to leave it to the own judgement of the called subscriber whether his call must be put through to the second subscriber or not (for urgent calls, this is of course a very sound option) , the subscriber in that case keys in "*612", and is then put through to the IVR module 5 by the routing means 4.
The subscriber ends up there in an IVR-setting menu, where he/she may record one or more messages and may make known the associated (keying) choices. For instance: "It is not very convenient for me to talk to you now. If it is urgent, however, for putting through, key in one" (keys in "1") ; "for VoiceMail, key in two" (keys in "2") . If the subscriber then makes a call intended for the subscriber, it is routed, by the switching means 4, to the IVR module 5. The IVR module 5 talks to the subscriber in conformity with the text menu set by the subscriber: "It is not very convenient to me to talk to you now. If it is urgent, however, key in one; otherwise, key in two". If the subscriber subsequently keys in "1" on his/her terminal, he/she is put through to the terminal of the subscriber; if the subscriber keys in "2", he/she is put through to the "voice-mail box" (VB) 6 of the subscriber. It is also possible to offer more than two menu options and to extend the options "putting through" and "towards the voice-mail box" by, e.g., putting through to a mobile number, indicated in the figure by "mob". In the text menu, said option must therefore be set by the subscriber, e.g. : "It is not very convenient to me to talk to you now. If it is urgent, however, key in one" (keys in "1") ; "If you want to record a message, key in two" (keys in "2"); "If you want to transmit an SMS message [SMS = short message service] to my mobile terminal, key in three" (keys "3"). Another example: "I am now with a client, to leave a VoiceMail, key in one" (keys in "1"); "In order to be put through to my secretary, key in two" (keys in "2") ; "In order to be put through to my mobile telephone, key in three" (keys "3") .
Finally, it may be convenient to set the "setting numbers" "*611", "*612", "*613" and "*614", respectively, referred to above by way of a telephone set suitable for this purpose or a special module. FIG. 1 shows an example of such a setting module 7. Said module 7 comprises a DTMF transmitter [DTMF = dual tone multiple-frequency] (not shown) which may transmit the numbers "*611", "*612", "*613" and "*614", respectively, after pushing, on the setting module 7, any of the push buttons 8. After a button 8 has been pushed, e.g., the button "IVR", as a result of which "*612" is transmitted to the routing means 4 and the IVR 5 is activated, a signalling LED 9 corresponding to said choice continues to burn (it may of course be quite different from an LED, the point being that feedback is given on the status), for as long as said subscriber makes no other choice ("Direct/*611", "VB/*613", or "MOB/*614"). The subscriber may therefore see from the burning LED how the routing means are set and may modify this by pushing any of the other push buttons 8.

Claims

1. Telecommunication system, comprising a network (1) for routing a call from the terminal (2) of a first subscriber to the terminal (3) of a second subscriber, the network comprising routing means (4) adjustable by the second subscriber for routing calls intended for the second subscriber, CHARACTERISED IN THAT the routing means adjustable by the second subscriber are suitable for, under control of the second subscriber, routing calls intended for the second subscriber either to the terminal of the second subscriber, or to a selection member (5) .
2. Telecommunication system according to claim 1, CHARACTERISED IN THAT the routing means (4) adjustable by the second subscriber are suitable for, under control of the second subscriber, routing calls intended for the second subscriber, apart from to the terminal (3) of the second subscriber or the selection member (5), to a further destination.
3. Telecommunication system according to claim 2, CHARACTERISED IN THAT the selection member (5) is suitable for being used interactively by the first subscriber for routing the call intended for the second subscriber.
4. Telecommunication system according to claim 3, CHARACTERISED IN THAT the selection member (5) is suitable for, under interactive control of the first subscriber, routing the call intended for the second subscriber to either the terminal (3) of the second subscriber, or to a further destination.
5. Telecommunication system according to claim 2 or 4, CHARACTERISED IN THAT said further destination consists of a "voice-mail box" (6) assigned to the second subscriber.
6. Telecommunication system according to claim 2 or 4, CHARACTERISED IN THAT said further destination consists of another terminal ("mob") assigned to the second subscriber.
7. Telecommunication system according to claim 1, CHARACTERISED IN THAT the selection member comprises an "interactive voice response" member having means for giving off, to the first subscriber, selection options and means indicated by speech for receiving thereon and processing the response from the first subscriber.
8. Telecommunication system according to claim 2, CHARACTERISED IN THAT the routing means (5) are adjustable by the second subscriber by way of a setting module (7) controllable by said subscriber, which, under control of the second subscriber, may transmit setting codes to the routing means, on the basis of which the routing means are set for routing calls from the first subscriber to the terminal of the second subscriber, to the selection member (5), or to a possible further destination.
9. Setting module, suitable for setting routing means (4) into a network (1) which is part of a telecommunication system for routing a call from the terminal (2) of a first subscriber to the terminal (3) of a second subscriber, which routing means (4) are suitable for routing calls intended for the second subscriber and also for, under control of the second subscriber, routing calls intended for the second subscriber to the terminal of the second subscriber, to a selection member (5) or to a possible further destination.
PCT/EP2000/011379 1999-12-16 2000-11-16 Voice-response system for telephony subscribers WO2001045371A1 (en)

Priority Applications (1)

Application Number Priority Date Filing Date Title
AU17022/01A AU1702201A (en) 1999-12-16 2000-11-16 Voice-response system for telephony subscribers

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
NL1013863A NL1013863C2 (en) 1999-12-16 1999-12-16 Voice Response system for telephony subscribers.
NL1013863 1999-12-16

Publications (1)

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NL (1) NL1013863C2 (en)
WO (1) WO2001045371A1 (en)

Cited By (1)

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US7379529B2 (en) 2000-08-29 2008-05-27 Imaging Therapeutics, Inc. Methods and devices for quantitative analysis of x-ray images

Citations (6)

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WO1991007838A1 (en) * 1989-11-21 1991-05-30 Fuller Research And Development Company Remote access telephone control system
US5440620A (en) * 1992-08-28 1995-08-08 At&T Corp. Telecommunications system subscriber profile updating
GB2307825A (en) * 1997-04-01 1997-06-04 Nynex Science & Tech Inc Call manager box
US5768356A (en) * 1996-02-20 1998-06-16 Solopoint, Inc. User programmable personal call manager
WO1998053591A1 (en) * 1997-05-23 1998-11-26 Mci Communications Corporation Method and apparatus for enhanced call waiting in a telecommunications network

Patent Citations (6)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US4809321A (en) * 1986-09-22 1989-02-28 Dytel Corporation Busy/no-answer call completion equipment
WO1991007838A1 (en) * 1989-11-21 1991-05-30 Fuller Research And Development Company Remote access telephone control system
US5440620A (en) * 1992-08-28 1995-08-08 At&T Corp. Telecommunications system subscriber profile updating
US5768356A (en) * 1996-02-20 1998-06-16 Solopoint, Inc. User programmable personal call manager
GB2307825A (en) * 1997-04-01 1997-06-04 Nynex Science & Tech Inc Call manager box
WO1998053591A1 (en) * 1997-05-23 1998-11-26 Mci Communications Corporation Method and apparatus for enhanced call waiting in a telecommunications network

Cited By (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US7379529B2 (en) 2000-08-29 2008-05-27 Imaging Therapeutics, Inc. Methods and devices for quantitative analysis of x-ray images

Also Published As

Publication number Publication date
NL1013863C2 (en) 2001-06-21
AU1702201A (en) 2001-06-25

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