Note: Descriptions are shown in the official language in which they were submitted.
CA 02315385 2000-06-15
WO 99133248 PCT/SE98I02200
TELEPIiONE ANSWERING EQUIPMENT AND METHOD FOR TRANSFERRING
INFORMATION TO TELEPHONE EQUIPMENT
FIELD OF INVENTION
S
The present invention relates to a telecommunications system
and in particular to speech response messages in such a
system.
BACKGROUND OF THE INVENTION
The term call centre is nowadays an established term for
advanced telephone answering equipment. A traditional
telephone answering machine responds to a call by playing
back a voice message and by allowing the caller to leave a
voice message. In its simplest form, a call centre differs
from a typical telephone answering machine by enabling the
receiver to choose from among a number of delivered voice
messages and to readily control the order in which the
messages are read out. These simple call centres can be
obtained for private use and plugged into the user's
telephone jack.
Other call centres enable the caller to choose which
information he/she shall listen to from the call centre. The
caller hears a message informing him/her as to what other
information is available. The message also tells the caller
how this other information can be obtained. Normally, the
caller controls the call centre by sending DTMF-signals from
his/her telephone. DTMF-signals are sent from a button
telephone, by pressing # followed by a digit.
CA 02315385 2000-06-15
WO 99133248 2 PCT/SE98102200
. ,
With the aid of this control, the caller is able to make
his/her way through the information structured by the owner
of the call centre. It is also possible for the caller to
leave information. Information is most often delivered in
speech form and registered by the call centre. However, the
call cer~.tre may also ask for data in the form of DTMF-
signals.
The owner of the call centre has a predetermined structure
for the information that can be delivered. The purpose is to
facilitate processing of information that would otherwise be
difficult to interpret. As a result, only information that
follows the specific structure can be delivered.
Some call centres also enable a caller to reach a human
operator.
U.S. Patent Specification 5,627,884 addresses a problem that
can arise with telephone queues, or waiting lines, to the
operators of a call centre. Telephone queues mean that line-
connections must be setup and maintained " despite the fact
that no communication takes place via these lines during the
waiting period. The caller is forced to wait, but dare not
replace his/her receiver because of the risk of losing
his/her place in the queue. The solution taught by U.S.
5,627,844 in respect of this problem involves the call centre
asking for and registering the caller's telephone~number. The
telephone number is given in the form of DTMF-signals. The
various telephone numbers are then called in their queuing
order, as the operators become free.
CA 02315385 2000-06-15
WO 99/33248 3 PCT/SE98/02200
U.S. Patent Specification 5,058,150 describes a call centre
which is able to register a telephone number given by a
caller in the form of DTMF-signals. The registered telephone
number makes re-calling easier on the part of the receiver.
In the aforedescribed examples, it is the owner of the call
centre that has structured the form in which information can
be delivered to the call centre.
SUI~2ARY OF THE INVENTION
The present invention addresses a problem consisting in the
difficulty experienced by the receiver of a speech response
message in understanding the information contained in the
message. This difficulty increases when the message contains
information that is difficult to discern or understand, for
instance telephone numbers or other digital information,
mixed with information that can be easily understood. The
difficulty also increases when important or significant
information is mixed with information that the receiver finds
less important. The difficulty also increases when the
message is long. These difficulties may mean that the
receiver is forced to listen to parts of the message that
contain information of no interest to him/her in order to
arrive at essential parts of the message. These difficulties
may also sometimes force the user to listen to the message
several times in order to understand correctly information
that is not readily understood.
One object of the present invention is to enable the sender
of the message to structure the information so that it will
be more easily understood by the receiver. The sender shall
CA 02315385 2000-06-15
WO 99/33248 4 PCT/SE98/OZ200
be able to structure the information in a manner applicable
to its contents. This will enable the receiver of the message
to understand the information more easily. The receiver shall
also be able to choose those parts of the information that ,
are of interest to him/her.
The aforesaid problems are solved in accordance with the
present invention in that the sender of a speech response
message structures the message and includes a machine code.
The machine code is intended for the receiving call centre.
The receiver of the message obtains information from the
message, by sending control signals to the call centre. The
call centre interprets these control signals with the aid of
the machine code contained in the message, whereafter the
desired information is presented to the receiver.
More explicitly, the sender composes or formulates the
message with the information grouped in different segments.
One of these segments contains a first instruction to the
receiver, informing the receiver of the control signals to be
sent to the call centre in order to receive further
information. The following segments contain machine codes and
further receiver information. This further information is
given to the user in accordance with the instructions given
to the call centre by the user. The user can also be given
the possibility of simply calling the person who has left the
message.
Information in the message that is not speech data, for
instance machine codes, can be transmitted as DTMF-signals.
CA 02315385 2000-06-15
WO 9933248 5 PGT/SE98/02200
r ,
The sender is provided with a teleterminal connected to the
telecommunications system. The user formulates the message,
via his/her teleterminal.
The receiving call centre is also connected to a
telecommunications system and includes software that can
interpret the syntax of the machine code contained in the
message.
One advantage afforded by the present invention is that the
receiver is able to understand the information in the message
more easily, without having previously been given a message
template. The receiver can also ignore those parts of the
information that he/she finds of less interest.
Another advantage afforded by the invention is that that can
be sent speech response messages which are more advanced than
those that are normal at present. Such advanced messages can
be obtained at present, by calling a call centre. Present-day
advanced call centres have comprehensive information that has
been structured so that a caller can obtain the information
desired and can easily understand said information. The
present invention enables a sent message delivered to a call
centre to be structured in a similar manner. The receiver can
then readily avail himself/herself of the information in the
message in a way similar to what is possible at present for a
caller who calls a call centre.
The invention will now be described in more detail with
reference to preferred embodiments thereof and also with
reference to the accompanying drawings.
BRIEF DESCRIPTION OF THE DRAWINGS
CA 02315385 2000-06-15
' WO 99133248 6 PCT/SE98/02200
Fig. 1 illustrates a telecommunications network that has
connected thereto transmitter terminals belonging to a
sender, and a SAM belonging to a receiver.
Fig. 2 ~s a structural diagram illustrating how information
in a formulated voice message can be presented to a receiver.
Fig. 3 is a principle illustration of the information format
of a formulated voice message.
Fig. 4 is a principle illustration of how information blocks
are stored.
Fig. 5 illustrates SAM in block form.
DETAILED DESCRIPTION OF PREFERRED EMBODIMENTS
According to the present invention, there is sent a
formulated voice message, hereinafter referred to as the
message of a sending person to a receiving person. The sender
has at his/her disposal transmitter equipment connected to a
telecommunications network. The receiver has at his/her
disposal a special call centre, hereinafter referred to as
call centre, which is also connected to the
telecommunications network. A message is sent from the
transmitting equipment to the call centre, via the
telecommunications network.
Shown in Fig. 1 is the sender A, the receiver B, two pieces
of transmitting equipment PC, MS, the telecommunications
network TelN and the call centre AM. In the Fig. 1
CA 02315385 2000-06-15
WO 99/33248 7 PCT/SE98/02200
t
illustration, these pieces of equipment are interconnected in
the aforedescribed manner. Also indicated in Fig. 1 is how
the message, AVM, is transmitted from respective transmitting
equipment PC, MS to the call centre, AM. The transmitter
equipment PC, MS and the call centre AM include physical user
interfaces. The sender A can control the transmitter
equipment PC, MS and the receiver B can control the call
centre AM via these user interfaces.
The transmitter equipment PC, MS is comprised of a
teleterminal that is able to record and register speech and
data for a message AVM, and that is also able to formulate a
message AVM from this information. To this end, the
transmitter equipment must include a button pad, a register,
a control unit and, preferably, a facility which will enable
the manner in which the message AVM is formulated to be
presented visually to the sender B. The transmitter equipment
PC, MS may, e.g., consist of a modified mobile station or a
personal computer equipped with a modem for connection to the
telecommunications network TelN.
The sender creates the message AVM in the transmitter
equipment PC, MS and then transmits the message, which is
received by the call centre . In order to create the message
AVM, at least one sequence is recorded with voice
information. The message is then formulated by the sender A.
Formulation of the message includes instructions intended for
the call centre AM. Further information intended for the
receiver B can also be included in the message AVM when
formulating said message. This further information may
consist of voice information, although it may also comprise
information stored in text or digit form.
CA 02315385 2000-06-15
WO 99/33248
g PCT/SE98/02200
When formulating the message AVM, the message information is
structured so that it will easily be understood by the
receiver B.
Fig. 2 ~s a diagrammatic illustration of how the information
in a message AVM has been structured. The diagram has the
form of a root system that includes a first "bubble" from
which a number of branches extend to further bubbles. Each
bubble represents certain information imparted to the
receiver B. The first bubble at the top of the diagram
includes text within citation marks. This text represents the
first voice information heard by the receiver B when
listening to the message.
In the illustrated case, this first piece of information is
as follows: "Hello! This is the car dealer. In accordance
with your request, I have found three cars that may be of
interest to you. One is red, the other is blue and the third
is green. For more information about the red car, please
press 1 on your keypad; for more information about the blue
car, press 2; and for more information about the green car,
press 3" .
Three branches extend from the first bubble. The first bubble
of respective branches gives further information concerning
the red car, the blue car, and the green car respectively. If
the receiver B presses digit 1 on the call centre, the
following message will light up. "The red car is a Volvo 747
-95 model. It has only gone 4,000 metric miles. The price is
SEK 110,000. If you want this data printed out, please press
CA 02315385 2000-06-15
WO 99/33248 g PCT/SE98I02200
2. If you would like to talk to our salesman, press 1 for
connection".
Assume that the receiver B then presses 2 on the call centre.
Information included by the sender in the message AVM
concerning price, mileage and model with respect to the red
car, will then be shown in text form, either on a screen on
the call centre intended for this purpose, or through a paper
printout.
If, instead of pressing 2, the receiver B presses 1 on the
call centre, the call centre will initiate a call setup with
a teleterminal belonging to the retailer.
If the receiver B chooses to listen to information concerning
the blue car or the green car, choices that correspond to the
branches relating to the red car are available.
The format of the data in the message AVM has been well
structured, so that the information in the message AVM can be
presented to the receiver B in the manner intended by the
sender A. An example of the structure of a message AVM as it
is intended to be sent from the transmitter equipment PC, MS
and received by the call centre will now be described.
The message AVM is divided into three sequences. The first
sequence includes speech which constitutes the first piece of
information received by the receiver B. For instance, the
initial sequence may begin "Hello! This is the car dealer..."
The information in this first sequence is exactly the same as
in earlier known voice messages.
CA 02315385 2000-06-15
WO 99/33248 10 PCT/SE98/02200
The second sequence includes an identification code that
reveals that this message is a formulated voice message AVM.
The third sequence includes formulated information intended
for the receiver B and a machine code to the call centre. The
three sequences are sent sequentially in the order of their
numbering.
Speech
AVM Identification code
Edited machine code and
information
The identification code and the machine code to the call
centre are given with a DTMF-code. A DTMF-code is well known
to the person skilled in this art. The DTMF-code is a
compilation that includes 3*4=16 different symbols. The
machine code is given with a fixed number of DTMF-characters.
The number of DTMF-characters determines how many different
machine codes are to be found. 162 different machine codes
are possible when two DTMF-characters are used.
Numerical values are given with a first DTMF character that
gives the number of following digit characters. The number of
digit characters then follows. Similar to the digit
characters, the first DTMF character is coded as hexadecimal
values.
Letters are represented by two hexadecimal values. This
enables an ASCII code 0.255 to be obtained.
In order to enable the call centre to interpret a received
DTMF-character correctly, i.e. shall it be interpreted as a
letter, a numerical value or a machine code, the machine code
CA 02315385 2000-06-15
WO 99/33248 11 PCT/SE98/02200
and the information in the third sequence must be structured
strictly.
For this reason, the third sequence is divided into different
blocks . Each block includes in turn a machine code and user
information. The third sequence is commenced with a first
block that reveals how many subsequent blocks are included in
the third sequence.
(n) Number of blocks
Block ( 1 )
Flock (n)
Each block is also hard structured. The block commences with
a first machine code that identifies the type of block
concerned. There then follows a further machine code and user
information, depending on the type of block. The block is
terminated by information stating which block shall be
executed after the block at present in question. If the next
block is given as 0, the presentation of said message AVM is
terminated.
Type
Data/Parameters
Next block
In the case of the illustrated embodiment, there are six
different types of blocks. These different types~are: Speech,
Selector, Jump, Calling, Text and Pause.
A speech block is used to transmit speech. The speech block
consists of the initial speech-type character, which is
CA 02315385 2000-06-15
WO 99/33248 12 PCT/SE98/02200
followed by the actual speech, and with finally information
as to which block will follow.
Speech-type
Speech
Next block
A selector block includes control data that associates a
given block with a given code given by the receiver B, for
instance via a button pad on the call centre.
The selector block is begun with the type-character of a
selector block. There then follows a number which denotes the
number of possible selection. This is followed by the number
of characters included in the first selection, or choice,
followed by the DTMF-characters that shall be included in the
first selection. The Last character in the code of the first
selection is followed by the number of the block that shall
be executed if the receiver B presses the first code.
In the same way as with the first selection, the lengths,
codes and following blocks that shall be executed are given
for the following selections. Located last in the block is
the number of the block that shall be executed if none of the
selectable codes has been taken.
Selector-type
(n) Number of choices
(ml) Length of code 1
Number (1)
Number (ml)
(kl) Block number to
jump to
(m2) Length of code 2
Number (1)
CA 02315385 2000-06-15
WO 99/33248 13 PCT/SE98/02200
Number (m2)
(k2) Block number to
jump to
(m3) Length of code n
Numbe r ( 1 )
Number (m3)
(k3) Block number to
jump to
Next block
The function of a Jump-type block is to move the execution of
a next-following block. This is composed of a type character
followed by the number of the block to be executed. The block
is terminated with the number of the next block.
Jump type
Block number
Next block
A calling-type block includes a telephone number and an
instruction for calling this number. This block is commenced
with the type-character Calling followed by information
denoting the number of digits in the arriving telephone
number, and thereafter the digits in said telephone number
and lastly the number of the block to be executed after
Calling.
Calling type
(n) Number of
digits
Number (1)
Number (n)
Next block
CA 02315385 2000-06-15
WO 99/33148 14 PCTISE98102200
A Text block includes text information intended for the
receiver B, in addition to a machine code. The text block is
commenced with the type character Text followed by
information concerning the number of characters that follow,
among other things in the form of letters. The characters
then follow, terminating with the number of the next-
following block to be executed.
Text type
(n) Number of
characters
Characters (1)
Characters (n)
Next block
A Pause block is used to delay continued execution until the
receiver B confirms continued execution.
Pause type
iNext block
In the aforedescribed blocks, type characters and the
majority of numerical values are in machine code. This code
and other data that is not in speech form are DTMF-coded as
before described.
Fig. 3 illustrates the total format of the message AVM sent
by the car dealer to the receiver B. The message shown is the
same message AVM as that shown in the information structure
of Fig. 2, although Fig. 3 shows the format. Some of the text
shown in Fig. 3 is written in italics. Text in this format is
not intended to be sent in the message but is merely given by
way of explanation so that the various data functions can be
better understood.
CA 02315385 2000-06-15
WO 99133248 15 PCTlSE98/02200
Because the format for each block has been hard structured,
the length of each block is known with the exception of some
flexible data. The length of these flexible data are
therefore given in each block, whereby the length of each
block will be known. Consequently, when a receiver B
indicates the block, which he/she wishes to receive, the
block can be easily found and executed by the call centre.
Fig. 4 is a principle illustration of how a sequence of
different blocks belonging to the message AVM is stored in a
register. Each block takes-up a certain amount of space in
the register; the size of said space being known from the
information concerning the flexible data and the type of
blocks. A block can be found, by virtue of its place in the
register being known. The place in which a block is
accommodated is determined by the size of the space that was
taken-up in the register by earlier stored data.
However, a speech block differs from the remaining blocks, by
virtue of the fact that the length of its flexible part is
not given in the block. The end of a speech block can be
found, because the block is terminated with a DTMF-code.
Fig. 5 is a block schematic, which illustrates the call,
centre, AM. The call centre AM includes a port P to the
telecommunications network TelN, a control unit CPU, a user
interface UI, a register REG and a DTMF-detector, DTD. All
blocks are connected to a common databus DB, via which
control signals are transferred between the control unit CPU
and the remaining units.
CA 02315385 2000-06-15
WO 99133248 16 PCT/SE98/02200
The call centre also includes a connection CNl from the port
P to the register REG, a connection CN2 from the register REG
leading to the DTMF-detector DTD and to the user interface
UI. The call centre also includes a connection CN3 from the
register REG to the port P and a duplex connection CN4
between the port P and the user interface UI.
The function of the control unit CPU is to control the
remaining units in the call centre AM. The control unit CPU
is assisted by the DTMF-detector DTD that is able to
interpret the DTMF-code and convert this code to a code that
is understood by the control unit CPU.
The user interface UI includes loudspeaker equipment, a
window for visual presentation of information, and a button
pad, or keypad, through which the receiver B can control the
call centre AM. The user interface UI also includes a
microphone.
The port P connects to the telecommunications network TelN.
The part P answers calls arriving via the telecommunications
network TelN, e.g. from the sender A, and maintains the
connection setup.
During this connection, a message comprising a stream of data
arrives at the port P. This data stream is passed to the
register REG, in which the message is stored. The register
REG may consist of a tape recorder or a digital register. In
this latter case, the register includes an A/D converter on
its inputs and a D/A converter on its outputs.
The receiver B asks for the message stored in the register to
be read-out, by pressing certain buttons or keys. This
CA 02315385 2000-06-15
WO 99/33248 17 PCTISE98/02200
request is received by the control unit CPU, which controls
the register REG to run the stored message . The data stream
passes to the user interface UI, via the connection CN2.
This enables standard messages and the message AVM to be
played ii~to the register REG and later run to the receiver B.
To enable the message AVM to be suitably presented, the
control unit CPU controls the remaining units in a manner
hereinafter described. To enable the various blocks included
by the message AVM to be quickly found, the CPU makes a list
of where the various blocks begin, prior to said
presentation. The control unit CPU controls the register REG
to run the recorded message and controls the user interface
UI not to present that which has been run ? . When the f first
DTMF-sequence is run, the control unit CPU registers that the
message in question is a formulated voice message AVM. There
then follows a DTMF sequence, which constitutes the beginning
of the next block and discloses the type of block that
arrives next. When the control unit CPU detects the
introduction of a new block, running of the register REG is
stopped and the control unit registers where the block
commences in the register REG. When the register REG is a
tape recorder, the time taken to play forwards to the block
from a given starting point is registered. When the register
is digital, the memory site allocated to the block is pointed
out by the site address in a manner known to the art. The
remaining blocks in the message are then run in the same way
and the starting point of each respective block is registered
by the control unit CPU.
CA 02315385 2000-06-15
WQ 99/33248 1 g PCTISE98/OZ200
The receiver B then enters a request asking for the message
to be presented, by pressing a button (buttons?) on the user
interface UI. The user interface forwards the request to the
control unit CPU, which controls the register REG and the
user interface UI to run the message AvM. Assume that the
message .in question is the message AVM described above with
reference to Fig. 2 and Fig. 3. Initially, the first sequence
is run, i.e. the sequence that includes speech and instructs
the receiver B as to how he/she can obtain further
information from this message, AVM. There then follows the
first DTMF-code, which informs that the message is a
formulated voice message, AVM. When the control unit detects
the first DTMF-code, via the DTMF-detector DTD it orders the
user interface UI to prevent the loudspeakers from
reproducing the following information played-back by the
register REG. The register REG continues to run block 1, i.e.
the block which is of the type selector and constitutes a
machine code. When the block 1 has been run, the control knit
CPU controls the register REG to stop running of the message,
AVM.
When the control unit CPU again receives a control signal
from the receiver B, via the user interface UI, it orders the
register to run the block which according to block 1 is
associated with the user's control signal.
In this case, the control signal from the receiver B is the
digit 1 and the block is block 3. With the aid of the pre-
formulated list, the control unit CPU orders the register to
jump forwards to the place where block 3 commences and orders
the register REG to begin recording. The block 3 is commenced
with a speech-block character. When the control unit CPU
CA 02315385 2000-06-15
WO 99133248 19 PCTlSE98102200
. ~ . ,
detects that the block is a speech block, it orders the user
interface UI to run that which has been registered, through
the loudspeaker system. The block 3 is terminated with a
DTMF-code, which indicates that block 2 is to follow. The
control unit CPU then orders the user interface UI to stop
recording of the message, AVM, and detects the machine code
in the block 2 with the aid of the DTMF decoder DTD, in the
same way as with block 1.
If the receiver B then requests dialling, by pressing 1, the
control unit CPU controls the register REG to run block 6.
The block is run without its contents being reproduced by the
loudspeaker of the user interface UI. The control unit CPU,
however, detects the machine code and the telephone number to
be dialled. The control unit then orders the user interface
UI to present in its window the telephone number that the
receiver B should call, and awaits confirmation from the
receiver B. When confirmation has been received, via pressing
a button/buttons, the control unit CPU orders the port P to
dial the telephone number. The control unit CPU also controls
the user interface UI and the ,port P to open the duplex
connection CN4 therebetween, so that the receiver B can use
the telephone connection TelN as with a conventional
telephone call.
When a text-type block has been run, the control unit CPU
orders the user interface UI to present the information to
the receiver B in the interface window.
In addition to being able to receive and present the message
AVM, the call centre is also able to receive and present
typical voice messages. The call centre answers the call and
CA 02315385 2000-06-15
Wp, 99/33248 2 0 PGT/SE98I02200
delivers a "welcome phrase" to the calling sender A, as is
normal with telephone answering machines. The welcome phrase
is comprised of voice information and a terminating DTMF-code
that has been recorded by the receiver B via the user
interface UI and stored in the register REG. To this end, the
connection between the register REG and the user interface UI
is duplex. The terminating DTMF-code in the welcome phrase
denotes that the call centre AM is the special call centre AM
that can interpret the formulated voice message AVM. The
l0 formulated voice message AVM is only sent from the calling
transmitter equipment PC, MS to a call centre that terminates
the welcome phrase with such a DTMF-code.
The call centre AM may also be connected to a printer, via
the user interface. In this case, text messages can be
printed on paper and also shown in the window.
The call centre AM described with reference to Fig. 5 is in
the physical proximity of the receiver B. In an alternative
embodiment, the call centre AM is located at a distance from
the receiver B and the receiver B can control the call centre
AM through instructions sent via the telecommunications
network TelN. According to this embodiment, the user
interface UI is comprised of a teleterminal that the receiver
B has connected to the telecommunications network TelN.
Control data from the user, via the teleterminal and via the
telecommunications network TelN, reaches the call~centre via
the port P. Information from the call centre passes through
the port P and reaches the receiver B via the
telecommunications network TelN and via the teleterminal.
CA 02315385 2000-06-15
WO 99/332d8 21 PCT/SE98/OZ200
Control data can be sent from the receiver B to the call
centre over the telecommunications network TelN, in the form
of DTMF-signals, for instance, although the call centre may
also be voice controlled.
According to another embodiment of the invention, the message
AVM is formulated by the sender A at the call centre AM at
the transmitter equipment MS, PC. The advantage is that the
sender A may be equipped with a standard teleterminal instead
of a modified terminal. The call centre, on the other hand,
must be slightly more advanced and incorporate functions for
editing received information.?
