WO2001013611A1

WO2001013611A1 - Method and system for enhanced media messaging integrated with real-time communication

Info

Publication number: WO2001013611A1
Application number: PCT/US2000/021932
Authority: WO
Inventors: Michael J. Polcyn
Original assignee: Intervoice Limited Partnership
Priority date: 1999-08-13
Filing date: 2000-08-11
Publication date: 2001-02-22
Also published as: AU6536700A

Abstract

A method and system for enhanced media messaging are disclosed. In a most preferred embodiment, an enhanced messaging system (EMS) provides such messaging. In a preferred embodiment, the EMS comprises a control application that integrates messaging and live communication. Accordingly, in a preferred embodiment, a message may serve as a proxy for a communicating party. Also, in a preferred embodiment a message can comprise various different data types, such as audio, DTMF, text, image, video, fax, and e-mail data. A communicating party communicates data for a message in one or more of such various data types, and the EMS receives such data and communicates the message to a target party, such as an agent at a call center. Thus, a preferred embodiment permits a communicating party to communicate data for a message using various communication devices, such as a telephone, fax, and general purpose computer. Additionally, in a preferred embodiment, data can be supplied for a message in multiple communication sessions. Further, in a preferred embodiment, a message allows for bi-directional communication. Thus, a communicating party can communicate data in a message to a target party, and such target party can communicate data back to the communicating party via such message. Accordingly, an enhanced media messaging method and system are realized.

Description

METHOD AND SYSTEM FOR ENHANCED MEDIA MESSAGING INTEGRATED WITH REAL TIME COMMUNICATION

RELATED APPLICATIONS

This application is related to co-pending and commonly assigned U.S. Patent Application Serial Number 08/199,677 filed May 2, 1994, entitled "AUTOMATIC CALL BACK SYSTEM AND METHOD OF OPERATION," which is a reissue of U.S. Patent Number 5,155,761 filed January 26, 1990 having the same title, now abandoned, and co-pending and commonly assigned U.S. Patent Application Serial Number [Attorney Docket No. 47524-P105US-994036] filed concurrently herewith, entitled "METHOD AND SYSTEM FOR ENHANCED TRANSCRIPTION," the disclosures of which are hereby incorporated herein by reference.

TECHNICAL FIELD

The present invention relates in general to communication management, and in specific tem and method for enhanced media messaging.

BACKGROUND

Voice recording is commonly used in the prior art as an alternative to live communication. For example, a company may have agents, such as customer service agents, assigned to handle calls from callers, and the company may have a voice messaging system that allows callers the option of leaving a voice recorded message for the company. Such voice messaging systems are commonly implemented in call centers, such as customer service help desks. Although, voice messaging systems are also commonly implemented in arenas other than a call center. For example, voice messaging systems, such as voice mail, are implemented to allow voice messages directed to a particular person. Some voice messaging systems allow recording of voice messages via telephone and/or other means such as a microphone that allows a user to directly record a voice message with the system. Such prior art voice messaging systems typically are stand-alone systems.

Further, prior art voice messaging systems, and particularly voice mail systems, have evolved to allow for some partitioning of voice messages to reflect segmentation or "forms" based voice input. For example, a voice message can be segmented into a name field, an address field, and a telephone number field. Again, such systems are typically stand-alone systems. Additionally, such systems of the prior art generally require that every segment of a message be a voice segment. Other types of segments (i.e., other data types), such as text, dual tone multi- frequency ("DTMF"), or image, are not available within a single message of the prior art. That is, prior art segmented messages do not provide for voice segments and non-voice segments within a single message.

Additionally, segments of a prior art voice message are only capable of receiving 1 type of data (i.e., voice data). Thus, a prior art segment is not flexible enough to allow such segment to receive input from any 1 or more of different types of data. For example, each segment of a prior art voice message is typically capable of receiving only voice, and is not flexible enough to receive input in either voice or some other type of input format, such as DTMF, text, image, fax, video, etcetera. Moreover, voice messaging systems of the prior art typically receive input data from a particular type of communication device. For example, a prior art voice messaging system may receive input data from a voice communication device (e.g., a telephone), but may not receive input data from some non- voice communication device, such as a fax machine. Furthermore, prior art voice messaging systems typically provide unidirectional messaging. Typically, data is communicated in only 1 direction utilizing such prior art voice messaging systems, such as from a caller to a call center. Thus, data is typically not communicated in a bi-directional manner utilizing such prior art voice messaging systems, such as from a caller to a call center and vice-versa. Additionally, prior art voice messaging systems typically require a user to input data for a message during a single communication session. That is, such prior art voice messaging systems typically require a user to record a voice message during a single communication session, and thereafter the user is typically unable to supplement or update the recorded message in a subsequent communication session. For example, a caller may record a voice message for a call center in a first telephone call to the call center. If the caller later desires to update or supplement the previous recorded message in a second telephone call to the call center, the caller is typically unable to do so with prior art voice messaging systems. Instead, the caller may be allowed to delete the previous message from the call center and/or record a separate message for the call center. As discussed above, voice messaging has been implemented with telephony applications of the prior art, such as call center applications. As also discussed above, such voice messaging is typically implemented as a stand-alone application. For example, suppose four callers call a call center application of the prior art. Suppose Caller One calls the call center followed by Caller Two, then Caller Three, and finally Caller Four. Such callers are typically queued serially according to the order in which the calls are received by the call center. Further suppose that the call center offers callers the option of leaving a voice message, e.g., "press 1 to leave a voice message." After holding for an extended period of time, Caller One chooses to leave a voice message. When Caller One chooses to leave a voice message (e.g., by pressing 1 on his touch- tone telephone), Caller One is connected to a separate voice message application. Caller Two and Caller Three each decide to wait for an agent, so they remain in the serial, live communication queue to wait for an agent to become available. Caller Four chooses to leave a message, and therefore is passed over to the stand-alone voice mail application. Thus, Caller Two and Caller Three will be handled by a live agent in the order in which they called in to the call center. Because those callers leaving messages were actually transferred to a separate system, they will typically be handled at a later time. Because prior art telephony messaging systems typically utilize a separate system for voice messaging, an agent is required to explicitly log off of the live communication queues and then go into the agent's voice mailbox or some group mailbox to retrieve the recorded messages. So, in the prior art callers and agents must deal with one application for live calls and a separate application for voice messages. Thus, rather than dealing only with one application, callers and agents actually deal with multiple, separate applications in prior art telephony systems offering voice messaging. Therefore, the telephony voice messaging systems available in the prior art do not have the ability of utilizing a voice message, such as a segmented voice message, as a proxy for a caller. In the above example, when Caller One chose to leave a voice message, Caller One was transferred to a separate application and lost his place in the call center's queue. Because

Caller One was transferred to a separate application and lost his place in the queue, Caller Two and Caller Three would typically have their calls handled ahead of Caller One. Although it may sometimes be desirable to allow holding callers, such as Caller Two and Caller Three, to be handled ahead of a caller leaving a message, it is desirable to have the capability of allowing a caller leaving a message, such as Caller One, to have the caller's message retain the caller's place in the queue under some circumstances.

Additionally, a call center of the prior art may also include non- voice messaging systems, such as an e-mail server or a fax machine. However, such non- voice messaging systems are also implemented as separate, stand-alone systems. That is, such non-voice messaging systems are typically not integrated within some other application, such as a live communication application.

Likewise, such non-voice messaging systems are typically not integrated within the above- described voice messaging system of a call center.

SUMMARY OF THE INVENTION

Several problems exist with the prior art methods and systems for communication messaging. First, in the prior art, voice messaging is implemented as a separate, stand-alone system. There is no integration of the prior art voice messaging systems with other applications, such as those used for live callers in a telephony call center. Additionally, other types of message communication, such as fax messages and e-mail messages are implemented as separate systems. As a result, messages are unable to be used as a proxy for a communicating party in such prior art messaging systems.

A further problem exists with the prior art in that prior art messages comprise only one type of data, such as voice data. Thus, prior art messages do not comprise multiple types of data within a single message, such as voice, DTMF, fax, etcetera. As described above, segmented voice messaging is available in the prior art. However, in prior art segmented messages, every segment of a message is a voice segment. Prior art messaging methods and systems do not provide segmented messages having both voice and non- voice segments within a message. That is, a prior art segmented message consists only of segments of one type (e.g., voice), and prior art segmented messages do not provide multiple types of segments within a message.

Moreover, prior art methods and systems do not allow a communicating party to complete a message in multiple sessions. For example, a caller to a prior art system typically can not complete a portion of a message by leaving voice segments in a first call, and then supplement the message by completing additional voice segments in a later call. Additionally, prior art methods and systems allow for uni-directional messaging only. That is, in the prior art data for a message is typically received from a communicating party and communicated to a target party. A message does not include data from a target party to be communicated back to the communicating party. Thus, prior art messages are not bi-directional in communication. In view of the above, there exists a desire for a method and system for performing communication management that allows for messaging. There is a further desire for a messaging system that is integrated with a live communication application, rather than being a separate system. Further, in view of the above, there exists a desire for a method and system for messaging wherein a message can comprise more than one type (or format) of data. For example, there exists a desire for a method and system for messaging wherein a single message may comprise audio data (e.g., voice), text data, dual tone multi-frequency (DTMF) data, image data, video data, facsimile data, and/or other types of data.

There exists still a further desire for a method and system for messaging that allows data to be provided for a message in multiple communication sessions. Additionally, there exists yet a further desire for a method and system for messaging that allows for messages to be utilized to accomplish bi-directional communication.

These and other objects, features and technical advantages are achieved by a system and method which performs enhanced messaging. In a preferred embodiment, such enhanced messaging is performed under control of an application that is integrated with another application, such as a live communication application, rather than being a separate, stand-alone messaging application. Furthermore, in a preferred embodiment such enhanced messaging allows a message to comprise more than one type of data, such as audio, text, fax, DTMF, video, image, e-mail, and other types of data. In a preferred embodiment of the present invention, a messaging subsystem is under control of another application, such as a live communication application. So, instead of being a separate application or system unto itself, such as a stand-alone voice mail application, the messaging system is integrated within another application that controls messaging. Thus, such an integrated messaging system may be utilized in a variety of different mechanisms. For example, as an extension to an automatic call distribution system used within a call center, the messaging system allows a message to act as a proxy for an individual communicating to the call center. For example, a communicating party may communicate a data form message to the call center. Thereafter, the data form message can maintain the communicating party's place within a queue, along with live calls to the call center, and when an agent becomes available to service the data form the agent can transact with such data form. For instance, the agent can perform transcription for the message, place a return call, or perform other tasks as required by the data form message. By providing a messaging subsystem that is under control of another application, as opposed to being a separate, stand-alone system, many other features and advantages can be recognized. In a preferred embodiment of the present invention, a message comprise different data types. In a preferred embodiment, an enhanced messaging system (EMS) is utilized to allow a communicating party to communicate various types of data for a message. In a preferred embodiment, such EMS interfaces with a communications network, over which the EMS receives data for a message from a communicating party. Preferably, the EMS provides various communication options to a communicating party. For example, in a preferred embodiment, a communicating party may communicate data to the EMS via a communications network utilizing various communication devices, such as telephone, fax, general purpose computer (e.g., a PC), and/or other communication devices. Moreover, in a preferred embodiment, the EMS is capable of receiving audio, DTMF, text, image, video, fax, e-mail and/or other various data types for a message. Thus, various types of data can be compiled within a single message in a preferred embodiment. By allowing differing types of data to be included within a message, the level of information that may be provided to a target party within a single message may be increased. Also, by allowing different types of data to be received for a message, a communicating party can utilize the most efficient and/or convenient method of communication for leaving a message.

Additionally, differing types of information can be combined into a single message, rather than requiring that a target party obtain the information from many different sources.

Additionally, in a preferred embodiment, the EMS allows a communicating party to communicate data for a message in multiple communication sessions. For example, a party may communicate a portion of data for a message in a first communication session, and later add or supplement such data with additional data in a second communication session. Furthermore, in a preferred embodiment, the EMS allows for bi-directional communication via a message. For example, a communicating party may communicate data to the EMS for a message to be communicated to a target party, and such target party may communicate data to such message to be communicated to the communicating party. Thus, in a preferred embodiment, messages may be created that comprise bi-directional communication.

It should be appreciated that a technical advantage of a preferred embodiment of the present invention is that a system and method for enhanced messaging are provided wherein such messaging can be under control of an integrated application, such as a live communication application, rather than being a separate, stand-alone messaging system. Accordingly, when utilized in conjunction with a call center application, a message can act as a proxy for a communicating party and maintain the party's position in a holding queue for a target party.

A further technical advantage of a preferred embodiment of the present invention is that a system and method for enhanced messaging are provided wherein a message can comprise multiple types of data. Still a further technical advantage of a preferred embodiment of the present invention is that it allows for data to be communicated for a message in multiple communication sessions. A further technical advantage of a preferred embodiment of the present invention is that it allows bi-directional communication to be accomplished through such messaging. Yet a further technical advantage of a preferred embodiment of the present invention is that it allows for improved management of resources (e.g., staffing of agents) in call centers or other arenas in which it may be utilized. Managing the staffing levels of agents in call centers of the prior art is a well recognized problem. Most call centers have "bursty" call patterns, wherein there are certain periods when there is not much calling activity and other periods where there are large peaks in the calling activity. Managers in call centers of the prior art have addressed this problem by varying the staffing levels based on predicted call patterns. Thus, managers attempt to have the optimum number of agents scheduled at particular times, such that peak call periods are handled without large hold delays for customers and such that agents are not idle during lulls in calling activity. This technique creates excess management overhead in scheduling the appropriate staffing levels. However, a manager can schedule the average number of resources (e.g., agents) required for a calling center by utilizing the data forms messaging of a preferred embodiment of the present invention. By utilizing a preferred embodiment of the present invention, calling peaks can be flattened out to an average, and the manager can schedule the average staff level required to service incoming communication. For example, a preferred embodiment allows communicating parties to leave messages (data forms) to be handled by resources (e.g., agents) such that only a staff level is necessary for serving an average number of communicating parties at any given time. Thus, management of resources, such as agents in a call center, is made simpler through a preferred embodiment.

The foregoing has outlined rather broadly the features and technical advantages of the present invention in order that the detailed description of the invention that follows may be better understood. Additional features and advantages of the invention will be described hereinafter which form the subject of the claims of the invention. It should be appreciated by those skilled in the art that the conception and specific embodiment disclosed may be readily utilized as a basis for modifying or designing other structures for carrying out the same purposes of the present invention. It should also be realized by those skilled in the art that such equivalent constructions do not depart from the spirit and scope of the invention as set forth in the appended claims.

BRIEF DESCRIPTION OF THE DRAWING

For a more complete understanding of the present invention, and the advantages thereof, reference is now made to the following descriptions taken in conjunction with the accompanying drawing, in which: FIGURE 1 shows a telephony call center utilizing a separate, stand-alone voice messaging system of the prior art;

FIGURE 2 shows a call center utilizing a preferred embodiment of the enhanced messaging system of the present invention; and

FIGURE 3 shows a preferred embodiment of an enhanced messaging system of the present invention.

DETAILED DESCRIPTION

The present disclosure can be better appreciated after a more detailed description of the prior art voice messaging systems. Turning to FIGURE 1, a prior art voice messaging system 100 implemented within a telephony call center is illustrated. Although, as discussed above, such prior art voice messaging system may be implemented in many different arenas substantially as shown in FIGURE 1. As shown, a caller (or customer) utilizes telephone 102 to call a call center via switched public or private network 104. Typically, an automated call distributor (ACD) 106 is utilized within a call center to receive and route calls. That is, ACD 106 receives inbound calls and routes the calls to an appropriate agent or voice messaging system. The call center has one or more live agents that can each be reached via telephone, such as telephone 108. Thus, ACD 106 can route "live" telephone calls from callers to an agent's corresponding telephone 108. In this manner, the call center can handle live telephone calls from callers. Typically, each agent also has access to a computer terminal 112, on which the agent enters information about each caller's call (e.g., "call information"). Further, the call center has a separate, stand-alone voice mail system 110 that allows customers to leave recorded messages for the call center. For example, after a customer has been holding for a live agent for a particular period of time, ACD 106 may transfer the customer to voice mail system 110. As another example, a customer may be presented with an option, such as "Press 1 to leave a voice mail message for the call center," and after the customer chooses such option, ACD 106 transfers the customer to voice mail system 110. Thereafter, an agent can access voice mail system 110 via telephone 108 to hear recorded messages. When retrieving messages from voice mail system 110, an agent may transcribe the voice messages using computer terminal 112 or take other appropriate actions in response to a retrieved voice message. As shown in FIGURE 1, computer terminal 112 generally has access to various applications, such as a transcription application, that are typically isolated on a server or "host" 114.

Accordingly, an agent may utilize such application programs in handling a retrieved voice message from voice mail system 110.

In addition to the separate voice mail system 110 illustrated in FIGURE 1 , the call center

(or other arena in which the voice messaging system is implemented) may also have other separate communication devices or systems (not shown). For example, the call center may have an electronic mail ("e-mail") server that allows the call center and/or particular agents within the call center to receive and/or send e-mail. As another example, the call center may have a fax machine that allows the center to receive and/or send faxes. As still another example, the call center may have a web server that allows the call center to receive and/or send data via a website. It should be understood that as with the separate voice mail system 110 discussed above, such other communication devices are typically implemented as separate, stand-alone systems.

As an example of such a prior art system illustrated in FIGURE 1 , suppose that Customer A places a call from telephone 102 via SPN 104 to ACD 106. Further suppose that ACD 106 is programmed such that if the call is not answered by a live agent within a particular period of time, then ACD 106 transfers the call to the voice mail system 110. Suppose that the allotted time period passes without receiving a live agent and ACD 106 transfers Customer A's call to the voice mail system 110. After completing the transfer of the call to the voice mail system 110, ACD 106 has completed its task of routing the call to a telephony entity. Voice mail application 110 then takes over by presenting dialogue to Customer A and allowing Customer A to record a voice message.

Typically, Customer A can control the recording of a message by interacting with the voice mail application 110 through DTMF signals, however, the voice mail application 110 only allows Customer A to record a voice message. Generally, segments may be available within a message. For example, Customer A may press "1 " to record the customer's name in the "name" segment of the message, and Customer A may press "*" when the customer has finished recording the customer's name. Other segments may be recorded in a similar manner. Thereafter, Customer A may press "2" to approve the recorded message or press "3" to discard the recorded message. However, it should be understood that the message itself consists solely of voice recorded segments. Thus, the message does not contain any non- voice segments, such as DTMF segments, image segments, text segments, video segments, etcetera.

While Customer A is recording a voice message in the voice mail application 110, the call center's agents logged on to ACD 106 continue taking live calls from other customers via telephones, such as telephone 108. For example, suppose Customer B calls in to the call center after Customer A, and further suppose that after Customer A has been transferred to the voice mail system 110, a live agent becomes available to service Customer B. Customer B will be routed to the available agent for immediate handling, while Customer A's voice message will be handled at a later time. Thus, Customer B effectively jumped ahead of Customer A in communicating information to an agent. That is, even though Customer A called in to the call center before Customer B, Customer B had his call handled by an agent before Customer A's voice message was handled by an agent.

When an agent has a lull in inbound telephone calls, the agent can log off of the ACD 106, such that the agent will no longer be routed live calls from the ACD 106. Thereafter, the agent can dial in to the voice mail system 110. Typically, the agent must enter a password or other identification information, and then the agent can begin retrieving recorded voice messages from voice mail system 110. Thus, an agent can then have Customer A's voice message, as well as other voice messages, played back to the agent for transcribing or other handling.

Several types of interfaces may be available to an agent for interacting with voice mail system 110. Typically, the interface provided to the agent for voice mail system 110 is a touch- tone interface, such that the agent is required to press touch-tone keys on his telephone keypad to manually control the playback of messages. Also, as shown in FIGURE 1, an application interface 116 from computer terminal 112 to voice mail system 110 may be provided, which allows the agent to manually control the voice mail via terminal 112. For example, the application interface 116 may allow the agent to manually control the playback by pressing certain keys on the keyboard of computer terminal 112, or by using a playback control device, such as a foot pedal, that is provided with computer terminal 112. Additionally, a control interface, such as a computer-telephony-integration (CTI) 118 may be provided, which allows the agent to control the functionality of the call routing of ACD 106 from computer terminal 112. Thus, an agent may log off of ACD 106 from computer terminal 112 via CTI 118, such that the agent does not receive live calls, and the agent may log on to voice mail system 110 and manually control playback of messages from terminal 112 via connection 116.

As described above, in such a prior art system 100, voice mail system 110 is a separate, stand-alone system. Additionally, segmented messages of such prior art systems only provide voice segments. That is, prior art messages consist of voice type segments, and do not include non-voice type segments within a message. Thus, prior art messaging systems do not allow for different media types to be provided within a single message. Further, segments of a message are capable of receiving only a particular, predefined type of data (or media), such as voice, and are not capable of receiving any 1 of various different types of data, such as voice, DTMF, text, image, video, etcetera. Accordingly, segments of a message of prior art messaging systems are not flexible. Furthermore, various communication devices/systems for receiving input data are separate from prior art voice messaging systems. Accordingly, such voice messaging systems of the prior art are incapable of receiving data (or media) from various different communication devices, such as telephones, general purpose computers, and fax machines.

Turning now to FIGURE 2, a preferred embodiment of the present invention is illustrated. As shown in FIGURE 2, a messaging system 200 is implemented for a telephony call center. Although, alternative embodiments may be implemented within many different arenas, and any such implementation is intended to be within the scope of the present invention. For example, in an alternative embodiment messaging system 200 may be implemented for a particular individual. In a preferred embodiment, a communicating party (which may also be referred to herein as "calling party" or "customer") provides data to an "Enhanced Messaging System" (hereafter "EMS" or "messaging system") 206. EMS 206 is a system that may be embodied in a processor-based system such as a general purpose computer, a personal computer (PC), a server class microcomputer, a minicomputer or a mainframe computer. However, it shall be understood that EMS 206 may assume other forms, such as being embodied in separate systems (e.g., distributed systems) coupled to function according to any embodiment of the present invention. As also illustrated in FIGURE 2, in a preferred embodiment, various network elements, which may also be referred to as "communication devices" herein, are capable of communicating with EMS 206 via network 204. Exemplary network elements 252-262 are illustrated in FIGURE 2 as being interfaced with EMS 206 via network 204. However, it should be understood that other communication devices may be implemented in addition to or in place of the exemplary devices shown in FIGURE 2, and any such implementation is intended to be within the scope of the present invention. Thus, the present invention is not intended to be limited only to the communication devices provided herein, rather such devices are intended as examples that render the disclosure enabling for many other types of devices for communicating with EMS 206. It shall be understood that network 204 may comprise any means of information communication, such as a PSN, a proprietary network, a general purpose processor-based information network, dedicated communication lines, a satellite system, a cable system, a computer network, direct device to device connection, a local area network (LAN), a wide area network (WAN), modem to modem connection, an Intranet, the Internet, or any combination thereof suitable for providing information communication between a particular network element and EMS 206. Information communication may be accomplished through network 204, for example, by such communication protocols as facsimile, file transport protocol (FTP), hypertext transfer protocol (HTTP), hypertext markup language (HTML), extensible markup language (XML), electronic mail ("e-mail"), telephony audio communication, telephony DTMF communication, or the like. Furthermore, although multiple network elements are illustrated connected to network 204, it shall be appreciated that ones of the network elements may be connected to different networks. Additionally, it shall be understood that various ones of the network elements may be coupled to EMS 206 in a real time or non-real time link. Also, various ones of the network elements may allow for communication with EMS 206 in a synchronous or asynchronous fashion. Accordingly, various ones of the network elements may be utilized both to communicate live with an agent (who may also be referred to herein as the "target party") and to leave a message, and various other ones of the network elements may be utilized only to leave a message. Exemplary network element 252 is illustrated as a telephone, which provides a communicating party with voice communication capability. Such telephone 252 may also provide a communicating party with limited data transmission capability in the form of DTMF. Of course, telephone 252 may be analog or may be digital, such as is common in cellular communications. Telephone 252 may be utilized by a communicating party to access EMS 206 via network 204 to communicate voice data and/or DTMF data to EMS 206.

In addition to the above-mentioned telephone 252, various other communication devices may be utilized by a communicating party to access and communicate with EMS 206.

Exemplary network element 254 is illustrated as a fax, which provides a communicating party with fax communication capability. Similarly, exemplary network element 256 is illustrated as a fax implemented with a telephone, which may provide a communicating party with voice communication, DTMF communication, and fax communication capabilities. It should be understood that a telephone may be coupled to or integrated within fax 256. It should also be understood that fax 254 and/or fax/telephone 256 may be in the form of "stand alone" fax machines, capable of accepting and printing hard copy images, or may be a fax device coupled to or implemented within a processor-based system, such as a general purpose computer system.

Utilization of a fax device coupled to or implemented within a processor-based system provides means by which another application executing on the processor-based system may generate, accept and utilize the information so transmitted.

Illustrated as exemplary network elements 258, 260 and 262 are processor-based systems in three typical configurations. PCs 258, 260 and 262 may provide a communicating party with the capability of communicating in a variety of media types (data types). For example, PCs 258, 260 and 262 may provide a communicating party with e-mail communication capability. Other examples of communication capabilities that may be provided to a communicating party by PCs 258, 260, and 262 include, but are not limited to, FTP communication and HTTP communication (β-g-, communicating via a website on the Internet).

PCs 260 and 262 also provide audio information communication through such means as an attached communication device (PC 260) or multimedia equipment including a microphone and speaker (PC 262). For example, PCs 260 and 262 may provide a communicating party with the capability of creating an audio file (e.g., a .wav file) and transmitting such audio file via network 204. Additionally, it should be recalled that such communication devices may be coupled to EMS 206 in a real time or non-real time link. Also, such communication devices may allow for audio, such as voice, or other communication in a synchronous or asynchronous fashion. For instance, PCs 260 and 262 may allow a communicating party to communicate in a synchronous manner via the Internet, or some other network 204. For example, PCs 260 and 262 may be multimedia PCs, such as those disclosed in co-pending patent application Ser. No.

08/719,163, filed on Sep. 24, 1996, entitled "INTERACTIVE INFORMATION TRANSACTION PROCESSING SYSTEM WITH UNIVERSAL TELEPHONY GATEWAY CAPABILITIES," having a common assignee, the disclosure of which is hereby incorporated herein by reference. It shall be understood that any communication capability now known or later developed for such processor-based systems is intended to be within the scope of the present invention. Additionally, it shall be understood that configurations in addition to those illustrated currently exist, or may later be developed, which are suitable for providing information communication through the present invention.

Box 270 illustrates standard mail, such as offered through the United States Postal Service (USPS) or other mail delivery entity (including Federal Express and United Postal

Service), which provides yet another form of communication available to a communicating party for communicating information to a call center. It shall be appreciated that in order to be input into EMS 206, mail 270 must be converted into electronic information. Therefore, system 200 may include input/output means such as computer terminal 208 to allow an operator to input information transmitted by mail 270. Of course, input/output means coupled to system 200 may take the form of an optical scanner and OCR system (not shown in FIGURE 2) to eliminate the need for operator entry of information transmitted by mail 270, if desired.

As shown in FIGURE 2, in a preferred embodiment, a communicating party can utilize one or more of the network elements to communicate via network 204 with EMS 206. Thus, a communicating party can communicate information to and/or receive information from the call center for which EMS 206 is implemented utilizing a variety of different communication devices. Typically, a communicating party is a customer needing information from or providing information to the call center. In a preferred embodiment, a communicating party utilizes a communication device to communicate information to the call center via network 204. For example, a communicating party may utilize telephone 252 to call the call center via a switched public network (SPN) 204. Such SPN 204 may be a carrier switch for any type of telephony network using synchronous voice or packet switch network using asynchronous voice, and such SPN 204 may be a public or private network. Further, such SPN 204 may be a private branch exchange (PBX). Instead of or in addition to telephone 252, a communicating party may utilize any other communications device, such as a fax or PC, to communicate via network 204 with

EMS 206.

Thus, in a preferred embodiment, a communicating party is routed via network 204 to

EMS 206. In a preferred embodiment, EMS 206 comprises the appropriate interface(s) to handle the impedance matching and the electrical characteristics of whatever type of network(s) 204 to which it is attached. Further, in a preferred embodiment, EMS 206 comprises voice capture capability, voice record capability, voice play capability, digital signal processing (DSP) resources to perform voice recognition, DTMF recognition for tone input, as well as the associated application level control logic appropriate for the messaging application. Additionally, in a preferred embodiment, EMS 206 further comprises the capability to receive image, fax, video, email, and other types of media communicated to EMS 206.

As shown in FIGURE 2, in a preferred embodiment one or more agents at the call center have a work station 250 that may comprise a telephone 210 and a computer terminal 208. As shown, computer terminal 208 is connected to EMS 206 via control link 209. It should be understood that such agent may be located locally or remotely from EMS 206. Thus, control link 209 may be a direct connection to EMS 206, or control link 209 may be a network across which computer terminal 208 is capable of communicating with EMS 206. Such a network may be any type of communications network including, but not limited to direct PC to PC connection, a local area network (LAN), a wide area network (WAN), modem to modem connection, an Intranet, the Internet, a combination of the above, or any other communications network now known or later developed within the networking arts which permits two or more processor-based systems to communicate with each other.

In apreferred embodiment, EMS 206 is capable of routing both live communication (e.g., live telephone calls), as well as recorded messages, to agents. Accordingly, the messaging system of a preferred embodiment is integrated within the call center's live communication application, rather than being a separate, stand-alone system. Thus, in a preferred embodiment,

EMS 206 provides integrated messaging and live communication for the call center. Although, in alternative embodiments, the messaging performed by EMS 206 may be implemented as a separate system.

As an example of live communication routing, a communicating party may use telephone 252 to contact EMS 206. EMS 206 may route such communicating party to an agent at telephone 210, wherein live audio data (voice) may be communicated between the communicated party and the agent. It should be understood that in alternative embodiments, rather than such audio data being transmitted to an agent via telephone 210, such audio could be transmitted in digital form via control link 209 to computer terminal 208, which could then play the audio data to the agent. In other alternative embodiments, such audio may be switched back through the network 204 to another telephone available to an agent. Thus, in a preferred embodiment, live audio can be received on computer terminal 208, on a standard local audio instrument, such as telephone 210, or through some other switch mechanism. As a further example, live communication may be provided between a communicating party utilizing PC 258, 260 or 262 and an agent's telephone 210 and/or computer terminal 208. For instance live textual communication, as is commonly utilized in "chat" sessions on the Internet, may be utilized between PC 258, 260 or 262 and an agent's computer terminal 208. Similarly, live audio and/or video data may be communicated between a communicating party ' s PC and an agent' s computer terminal 208, as is commonly utilized in video conferencing. Thus, in a perferred embodiment, various forms of data, including audio (e.g., voice), text, and video, may be utilized for live communication between a communicating party and an agent. It shall be realized that any one or combination of various forms of data may be utilized for such live communication.

Moreover, in a preferred embodiment, various forms of data may be communicated to the EMS 206 as a message. For example, a communicating party may use telephone 252 to contact EMS 206. EMS 206 may record audio data, such as voice, received from telephone 252.

Thereafter, an agent may retrieve such audio data from EMS 206 and have the audio data played on telephone 210. It should be understood that in alternative embodiments, rather than such audio data being transmitted to an agent via telephone 210, such audio could be transmitted in digital form via control link 209 to computer terminal 208, which could then play the audio data to the agent. In other alternative embodiments, the audio may be switched back through the network 204 to another telephone available to an agent. Thus, in a preferred embodiment, the audio portion of a message can be received on computer terminal 208, on a standard local audio instrument, such as telephone 210, or through some other switch mechanism. Other data types may be received by EMS 206 as a message capable of being communicated to an agent in a similar manner. As examples, DTMF data, fax data and textual data (e.g., received via e-mail or a website) may be received as a message capable of being communicated to an agent via telephone 210, computer terminal 208 and/or other communication device(s) available to such agent (e.g., a fax machine).

In a preferred embodiment, segmented messages are utilized within EMS 206. Although, in alternative embodiments, non-segmented messages may be implemented within EMS 206. In a preferred embodiment illustrated in FIGURE 2, box 212 represents a message (which may also be referred to as a data form message herein) comprising one or more segments. That is, a first message, Message 1 (212), comprises segment 1 (214), segment 2 (216), segment 3 (218) and so on through segment "N" (220). Furthermore, additional messages may exist, such as Message 2 (222) through Message "N" (228), each comprising segments of their own. In a preferred embodiment, the number of segments comprising a message may vary. For example, one call center application may have messages comprising X number of segments, and another call center application may have messages comprising Y number of segments. Accordingly, a preferred embodiment may be implemented such that a message comprises any number of segments. Moreover, a prefeπed embodiment may be implemented such that segments can be created dynamically for a message as needed. Thus, different messages within a single call center application may contain a different number of segments.

In a preferred embodiment, a single message may comprise various different types of data. Segments of a message may contain various different types of data, in a preferred embodiment. For example, a segment may contain audio, such as recorded voice information.

Such voice information is typically represented in digital form, generally through pulse code modulation, although such voice data could be represented using other coding techniques. As a further example, a segment may contain numeric information entered via telephone touch-tone, e.g., DTMF format. As still another example, a segment may contain facsimile (fax) data. Thus, such a fax segment may in fact be a representation of a graphic or image, such as that defined in typical fax machine transmissions. As still further examples, a segment may contain image data or video data. As yet a further example, a segment may contain textual data, such as may be communicated via email or via a website. It shall be understood that additional types of objects or media may be contained within one or more of the segments of a message of a preferred embodiment. Thus, the present invention is not intended to be limited only to the media (or data) types provided herein, rather such media are intended as examples that render the disclosure enabling for many other media that can be communicated to EMS 206.

Message 212 may be thought of as a "container" in which various media are gathered and organized into segments, which, in a preferred embodiment, are each mapped to indicate that they represent some known piece of information. For instance, segment 1 may represent a customer's "name," segment 2 may represent a customer's "address," segment 3 may represent a customer's "telephone number," etcetera. To aid in understanding of a preferred embodiment of the present invention, the following example is offered. Suppose that a customer utilizes telephone 252 to call a call center that handles customer complaints about a company's products. Further suppose that EMS 206 is implemented within the call center to allow a customer to leave a message for the call center, wherein the message comprises a "name" segment, "telephone number" segment, and "complaint" segment. EMS 206 may prompt the customer to provide his/her name verbally. In response, the customer speaks his/her name verbally, and such audio data (voice) is stored within the message's name segment. EMS 206 may then prompt the customer to provide his/her telephone number by entering it on the customer's touch-tone keypad. In response, the customer enters his/her telephone number, and such DTMF data is stored within the message's telephone segment. Finally, EMS 206 may prompt the customer to provide his/her complaint verbally. In response, the customer voices his/her complaint, and such audio data (voice) is stored within the message's complaint segment. Thus, as the above example illustrates, a single message may comprise multiple types of data (e.g., voice and

DTMF). Although the above example utilizes only voice and DTMF, it shall be understood that various other data types may be communicated to EMS 206 and stored within a message.

Moreover, in a preferred embodiment, a single segment, such as segment 214, may be capable of receiving a variety of different types of data. That is, in a preferred embodiment, a segment of a message is flexible enough to receive different types of data. For instance, segment

214 may be flexible enough to receive either audio, DTMF, text, video, fax, image, or other types of data. For example, suppose segment 214 is a segment mapped to a customer's "telephone number." Further suppose that segment 214 is capable of receiving audio, DTMF, text, and fax data types. Thus, a communicating party may communicate his/her telephone number to segment 214 in a variety of ways, such as voice (e.g., using a telephone or voice over the

Internet), DTMF (e.g., using a telephone), text (e.g., using e-mail), or fax (e.g., using a fax machine).

Furthermore, in a most preferred embodiment, a segment is capable of containing data of varying types. For example, suppose segment 214 is a segment mapped to a "customer's complaint." Further suppose that segment 214 is capable of receiving audio, DTMF, text, and fax data types. A communicating party may utilize fax/telephone 256 to communicate both audio and fax data to segment 214. For example, a communicating party may verbally explain the problem that the customer has with a product and then transmit the party's proof of purchase (e.g., a receipt for the product) and/or the party's warranty for the product via fax to EMS 206. In a most preferred embodiment, both the audio data and the fax data may be contained within segment 214.

As discussed above, in a preferred embodiment, messages comprise segments that are mapped to particular information. For example, one segment may be mapped to a party's name, another segment may be mapped to a party's telephone number, and yet another segment may be mapped to a party's complaint. Various methods may be utilized by the EMS 206 to determine the appropriate segment to be allocated data received from a communicating party. First, EMS 206 may prompt a communicating party for particular information, which will be allocated to the appropriate segment. For example, EMS 206 may prompt a communicating party to provide the party's name, and EMS 206 may allocate the received information to the "name" segment of a message. Thereafter, EMS 206 may prompt the communicating party for other information in a similar manner. Thus, information may be allocated to particular segments of a message through interaction with or prompting by EMS 206.

In still another method for allocating information to appropriate segments, information provided by a communicating party may be formatted or organized in a predetermined manner to present the information in a readily usable fashion. Thus, EMS 206 may require that information communicated to it be organized in a particular manner. As one example of this method, EMS 206 may require that information be presented in a predetermined order. For instance, EMS 206 may require that communicated information provide a party ' s name, followed by the party's telephone number, and finally the party's complaint. As another example of this method, a particular form may be available on a call center' s website that provides the required format. Such form may be completed on-line by a communicating party and submitted via the Internet to EMS 206, or it may be printed and faxed (via fax 254 or 256) or mailed (via mail 270) to EMS 206. As still another example, EMS 206 may require that messages, such as e-mail messages, be organized in a predetermined manner. It should be understood that such formatting may take different forms in the various network elements because of their differing embodiments to communicate substantially the same information. For example, e-mail may be utilized to communicate the information in the form of a comma delimited database of predetermined format, while fax may be utilized to communicate the same information in a predetermined tabular form. EMS 206 may readily determine the appropriate segments to be allocated the various information received that is organized in a predetermined manner. For example, the predetermined organization may place the communicating party's name first, followed by the party's telephone number, and then the party's complaint. Accordingly, EMS 206 may extract information from communicated data (e.g., a fax, email, etcetera) and allocate the information to appropriate segments. Of course, the format of information communicated to EMS 206 could be relaxed to comprise any logical method of communication of such information, if desired.

However, the less standardized the methods of provision of such information are allowed to take, the more complex the algorithm, utilized to allocate this information to the appropriate segments, must necessarily become. Thus, in yet another method for allocating information to appropriate segments, EMS 206 may utilize an algorithm to determine the appropriate segments for received information. For example, an algorithm may analyze the received information and determine the appropriate segment for such information. For instance, such algorithm may recognize a telephone number within a received communication as belonging in the "telephone number" segment. Accordingly, EMS 206 may utilize an algorithm to extract information from communicated data (e.g., a fax, email, etcetera) and allocate the information to appropriate segments. It shall be understood that in a preferred embodiment any one or any combination of the above-described methods may be implemented within EMS 206 to allocate information to appropriate segments. Furthermore, it shall be understood that any other methods now known or later developed for performing such allocation may be implemented within EMS 206, and any such implementation is intended to be within the scope of the present invention.

As discussed above, in a preferred embodiment, EMS 206 utilizes segmented messages, wherein the segments are mapped to particular information. In alternative embodiments, EMS

206 may utilize segmented messages, wherein the segments are not mapped to particular information, but are somehow related. For example, segments of a message may relate to the same matter (e.g., a particular customer's complaint). In such alternative embodiments, the segments may, for example, be organized in the order of communication. For example, a first segment may comprise information communicated from a communicating party in a first communication session to EMS 206, a second segment may comprise information communicated in a second session to EMS 206, and so on. Such segments may comprise a date and/or time stamp associated therewith to indicate when the data contained within such segment was received by EMS 206. Thus, in an alternative embodiment various communications relating a particular matter may be contained within segments of a single message, and all such communication may be retrieved and reviewed to ascertain the communication history for such matter. In a preferred embodiment, data may be communicated to EMS 206 for a message in multiple communication sessions. Thus, a communicating party may communicate certain information for a message to EMS 206 in a first communication session, and thereafter such communicating party may communicate additional (or supplemental) information for the message in a second communication session. In a preferred embodiment, EMS 206 may assign a message a message identification code (or access code) or a communicating party may choose such message identification code. Thereafter, a communicating party may provide the message identification code for a message, and supplement such message's information with additional data.

In one embodiment, the message identification code may be communicated from EMS 206 to the communicating party when the party is initially supplying data for the message. For example, suppose the communicating party calls EMS 206 via telephone 252. EMS 206 may receive data for a message from the communicating party and then notify the communicating party of a message identification code for the message. Alternatively, a communicating party may communicate a message identification code for the message when the party is supplying the initial data for the message. As yet another alternative, EMS 206 may communicate the message identification number for the message to the communicating party after the initial communication session. For example, the communicating party may call EMS 206 via telephone 252 and supply data to EMS 206 for a message. Thereafter, EMS 206 may generate a call back to the communicating party to notify the communicating party of a message identification code for the message. In such an embodiment, EMS 206 may communicate such message identification code to the communicating party utilizing the same communication means as used by the communicating party when initially contacting EMS 206 (e.g., telephone, e-mail, fax, etcetera). Alternatively, the communicating party may have a profile available to EMS 206 from which EMS 206 can determine the appropriate method for communicating the message identification code to the communicating party. For example, the communicating party's profile may provide that the party desires to receive the message identification code via e-mail, and EMS 206 may communicate the message identification code to the party according to the profile, regardless of the communication means used by party for the initial communication of a message. It shall be understood that any other method for communicating a message identification code to the communicating party that is now known or later developed may be implemented, and the scope of present invention is intended to encompass any such implementation.

To aid in understanding of a preferred embodiment of the present invention, the following example is offered. Suppose that EMS 206 is implemented in a call center that handles customer complaints about a company's products. Further suppose that EMS 206 allows customers to leave messages for the call center, wherein a message comprises a "name" segment, "telephone number" segment, "product" segment, "complaint" segment, and "comment" segment. It will be recalled that in a preferred embodiment, the segments of a message are capable of receiving data of multiple different types, such as audio, DTMF, image, fax, text, video, and e-mail. In this example, a customer uses telephone 252 to call the call center. The customer provides his name verbally, and such audio data (voice) is allocated to the name segment of the message. The customer enters his telephone number as DTMF signals, and such DTMF data is allocated to the telephone number segment of the message.

As with other segments, in a preferred embodiment the EMS 206 may allow the customer to provide the product name for which the customer is calling in a variety of ways. For example, the customer may provide the product name through verbal communication, fax communication, or an e-mail communication. Suppose that the EMS 206 presents the customer options as "Press 1 if you are calling about product X . . . Press 2 if you are calling about product Y, etcetera," wherein DTMF signals entered by the customer represent the product name. That is, the DTMF signals may be mapped to a particular product name using a lookup table, database, or any other method for mapping such signals to a particular product name. The customer enters a DTMF signal conesponding to a particular product name, and the DTMF data is allocated to the "product" segment. Alternatively, the conesponding product name supplied by a database, lookup table, or other means may be allocated to the "product" segment in accordance with the conesponding DTMF signal being supplied by the customer. Thus, the "product" segment may contain a textual product name conesponding to the entered DTMF signals. Thereafter, suppose the customer ends the message. For example, the customer may communicate a DTMF signal or a verbal command that indicates the end of the message. EMS 206 then communicates a message identification code for the message to the customer, and the customer ends the communication session (e.g., by hanging up telephone 252). Thereafter, in a second communication session the customer communicates data for the

"complaint" segment using fax 254. The fax references the message identification code, and EMS 206 receives the fax communication and supplements the identified message with the newly supplied information. Many methods may be utilized by EMS 206 to allocate the received data to the appropriate segment (i.e., the "complaint" segment), as discussed above. As this example demonstrates, in a prefened embodiment data may be communicated for a message in multiple communication sessions. As this example further demonstrates, in a preferred embodiment a message can comprise different types of data (e.g., audio, DTMF, text, fax, etcetera).

Continuing with the above-example, the customer, in a third communication session, communicates comments to the EMS 206 via standard mail 270, which references the message identification code for the customer's message. Such mail 270 is received by the call center and input to EMS 206 using an optical scanner. After being input to EMS 206, EMS 206 recognizes the message identification code and supplements the identified message with the newly supplied information. The EMS 206 allocates this newly supplied information to the "comment" segment of the identified message. As discussed above, many methods may be utilized by EMS 206 to allocate the received data to the appropriate segment. Also, in a fourth communication session, the customer uses PC 258 to communicate additional information further detailing the customer' s complaint via e-mail, which references the message identification code for the customer's message. The e-mail information is received by EMS 206, which recognizes the identified message and supplements such message with the newly supplied information. EMS 206 may append such newly supplied information to the existing data within the "complaint" segment. Thus, as the above example demonstrates, data existing within a segment may be supplemented in a prefened embodiment.

After receiving a message, the message may be handled in a variety of ways. For example, an agent may retrieve the message and transcribe such message. In a prefened embodiment EMS 206 comprises an interface that allows enhanced transcription for a message, as disclosed in co-pending U.S. Patent Application Serial Number [Attorney Docket No.47524- P105US-994036], entitled "METHOD AND SYSTEM FOR ENHANCED TRANSCRIPTION." For example, as disclosed in "METHOD AND SYSTEM FOR ENHANCED TRANSCRIPTION" much or all of received data for a message may be automatically transcribed and presented on the agent's computer terminal 208. For instance, the various data types received for a message, such as audio, DTMF, and fax, may be converted to a textual format that is capable of being automatically displayed on an agent's terminal 208.

Thus, in a prefened embodiment EMS 206 allows data to be maintained as a "compiled unit of work." That is, various data types communicated over multiple data sessions may be compiled as a unit of work within a message. It shall be understood that maintaining such a compiled unit of work for related data may provide increased efficiency and convenience, as opposed to maintaining separate related messages. As described above, in a preferred embodiment a message, such as message 212, comprises one or more segments. It shall be understood that in alternative embodiments separate, non-segmented messages may be maintained being logically linked to one another. For example, pointers may be utilized within the messaging application to logically create a chain of messages that are linked in a similar fashion as the segments of a segmented message. Other techniques now known or later developed may be implemented within alternative embodiments to logically create a compiled unit of work substantially similar to the segmented messages of aprefened embodiment, and any such embodiment is intended to be within the scope of the present invention.

As the above examples illustrate, EMS 206 allows for uni-directional messaging. That is, data for a message is communicated from a communicating party to a target party, such as a call center agent. Although, in a prefened embodiment, bi-directional messaging may be accomplished utilizing EMS 206. That is, data for a message may be communicated not only from a communicating party to a target party, but may also be communicated from such target party (e.g., one or more call center agents), to the communicating party. For example, suppose that a communicating party communicates data for message 212, which is allocated to segments 214 and 216. In response to an agent receiving such message the agent may communicate information back to the communicating party. For instance, the agent may contact the communicating party via telephone, e-mail, fax, or any other means determined to be appropriate. Alternatively, the agent may communicate such information for the communicating party to message 212. For example, EMS 206 may receive such information from the agent and allocate it to segment 218. It shall be understood that such bi-directional messaging may allow for multiple data types to be received by EMS 206 from an agent and communicated to a communicating party in a similar manner as described above for data received by EMS 206 from a communicating party. For example, such data from an agent (target party) may be audio, text, fax, image, video, e-mail, etcetera.

Once a target party communicates data to message 212 for a communicating party, EMS 206 may generate communication to the communicating party to communicate such information from the agent to the party. For example, a call generator may generate a telephone call to the communicating party and communicate such information to the party verbally via telephone. As other examples, fax, e-mail, or other types of generators may be utilized to communicate such data from message 212 to the communicating party. Alternatively, the communicating party may periodically contact EMS 206 and retrieve any pending information from an agent placed within message 212. Thus, the above-described "compiled unit of work" may be expanded to include data compiled through bi-directional communication.

In a prefened embodiment, EMS 206 can be implemented to allow a message to act as a proxy for a communicating party. Accordingly, a communicating party can maintain his place in the "hold" queue for the call center by leaving a message that acts as a proxy for the caller.

For example, suppose Party A uses a telephone 252 to call the call center and is placed in a queue to await an available agent. Thereafter, Party B uses a telephone 252 to call the call center and is queued behind Party A. Party A can choose to leave a message, which will maintain Party A's position in the holding queue. As described above, in a prefened embodiment such message may comprise voice, DTMF, fax, and/or other type of data. Thus, when an agent becomes available to service Party A, the agent will receive the message from Party A. In this manner, Party A's message can act as a proxy for Party A, allowing Party A to be serviced as quickly as if Party A remained on hold to speak to an agent. Thus, EMS 206 can be implemented such that the message maintains Party A's position in the queue along with the other live callers waiting in the queue. Suppose that Party B chooses not to leave a message, and instead waits in the queue to communicate live to an available agent. Party A's message maintains Party A's position ahead of live Party B, and the message will be received and serviced by an agent ahead of Party B.

Messages communicated by means other than telephone may also serve as a proxy for a communicating party. For example, suppose now that Party C e-mails the call center and such e-mail is received by EMS 206. Party C's e-mail communication may be received by EMS 206, allocated as a message 212, and queued for an agent. Thereafter, suppose Party D uses telephone 252 to call the call center. Party D may decide to remain on hold to communicate live with an agent. EMS 206 can be implemented to queue Party D behind Party C's message, wherein Party C's message will be received by an agent before Party D will be serviced by an agent. Of course, in a prefened embodiment, EMS 206 may be implemented to have all live communication queued ahead of messages, and/or messages may be routed to a separate queue than for live communication. Additionally, in a prefened embodiment, EMS may be implemented to queue only particular types of messages communicated along with live communication. For example, messages communicated by telephone may be queued along with live communication, while messages communicated by fax or e-mail may be queued behind live communication and or in a separate queue altogether.

It will be recalled from above that in a prefened embodiment data may be communicated for a message in multiple communication sessions. In such an embodiment, EMS 206 may be implemented to queue a message for a target party (e.g., agent) upon receiving each communication of additional information. Thus, if a communicating party initially communicates a message in a first communication session, the message may be queued for an agent. Accordingly, the agent will in due time receive the message and may in response take appropriate actions. Thereafter, in a second communication session, the communicating party may communicate additional or supplemental data to the message. In a prefened embodiment, EMS 206 may be implemented such that receiving the updated information in the second communication sessions causes the message to be queued once again for the target party (agent). Thus, the message can act as a continuing proxy for the communicating party in communicating additional or supplemental information for the message to a target party.

As discussed above, a prefened embodiment allows a message to act as a proxy and maintain a caller' s position in a queue along with live callers, although the prefened embodiment does not preclude managing live calls and messages in separate queues. For example, the manager of a call center may prefer to service live callers before servicing messages. In a prefened embodiment, the system can be set up such that live callers are maintained in one queue, and messages are queued in a separate queue. Thus, in a prefened embodiment, a call center manager has the option to allow messages to maintain a caller's position in a queue along with live callers, but the call center manager is not precluded from having the system route such messages to a separate queue. In alternative embodiments, the messaging portion of EMS 206 may be implemented as a separate system. Thus, the present invention is not intended to be limited only to an EMS having an integrated messaging and live communication system, rather alternative embodiments may be implemented such that the messaging portion of the EMS is a separate system. For example, in an alternative embodiment, the messaging portion of the EMS may be implemented as a separate system, wherein such separate messaging system allows for messages comprising various different data types ("data form messages") as provided herein.

Turning now to FIGURE 3, a prefened embodiment for EMS 206 is illustrated. As shown, in a preferred embodiment EMS 206 comprises a network interface 302. It should be understood that EMS 206 may comprise multiple network interfaces 302 to allow EMS 206 to interface with various networks 204. In a prefened embodiment, network interface 302 is capable of interfacing with network 204 to receive data communicated via such network 204.

For example, network interface 302 maybe capable of receiving telephone calls, faxes, e-mail, and other types of communication via network 204. In a prefened embodiment, network interface 302 is further capable of routing communication. In a prefened embodiment, network interface 302 is capable of routing live communication and recorded messages to an agent. For example, in aprefened embodiment, network interface 302 is capable of directing telephone calls to an agent's telephone 210, as well as playing recorded messages on an agent's telephone 210. In a prefened embodiment, EMS 206 further comprises media storage 312, in which messages can be stored. Media storage 312 can be any type of storage device now known or later developed for storing data, including disk drives, magnetic media, such as floppy disks and tapes, optical media, such as Compact Discs (CDs) and Digital Versatile Disc (DVD), and other data storage devices. EMS 206 further comprises audio play application 304, which is capable of playing recorded audio, such as recorded voice messages stored in media storage 312, recorded greetings, and instructions to communicating parties. EMS 206 further comprises DTMF decoder 306, which is capable of decoding received DTMF signals for messages. Such DTMF decoders are well known, and therefore will not be explained in great detail herein. EMS 206 also comprises audio record application 308, which is capable of recording audio data, such as voice, received by network interface 302 for messages. Fax modem 310 is also included within EMS 206 in a prefened embodiment. Fax modem 310 is capable of receiving fax data (e.g., images) for messages.

Further, in a prefened embodiment EMS 206 comprises video record application 320, which is capable of recording video data received via network interface 302. EMS 206 further comprises e-mail application 322, which is capable of handling data communicated by e-mail image 324 that is received via network interface 302. Also, EMS 206 comprises image application 324, which is capable of capturing image data received by EMS 206. As shown in FIGURE 3, such image data may be received via network interface 302 or via a scanner 340 (or other input device). It should be understood that additional applications can be implemented within EMS 206 to allow reception of various other media types of data, as illustrated in FIGURE 3 by box 326. For example, an application for receiving HTTP, HTML or XML data via a website may be included within EMS 206.

Additionally, in aprefened embodiment EMS 206 further comprises control application 314, which controls the messaging system and the interaction of other component parts of the

EMS 206. Control application 314 can be implemented as software code executable on a general purpose computer, as hardware, or as a combination of software code and hardware. Also, in a prefened embodiment, EMS 206 further comprises voice recognition application 316, which is capable of converting voice data into textual data in a format recognizable by a computer, such as ASCII format. Technology for performing such voice recognition is well known, and therefore will not be discussed in great detail herein. Most preferably, voice recognition application 316 is a large vocabulary voice recognition application. Any device now known or later developed for performing such voice recognition can be implemented within voice recognition 316, and any such implementation is intended to be within the scope of the present invention.

Additionally, in a prefened embodiment EMS 206 may also include a text-to-speech converter (not shown) for communicating textual information verbally. As discussed above, a prefened embodiment permits bi-directional messaging. Thus, a target party (e.g., call center agent) may communicate textual data to EMS 206 as a message for a communicating party, and a text-to-speech converter may, for example, be utilized to verbally communicate such textual information to a communicating party. Fax/optical character recognition (OCR) application 318 is also included within EMS 206, in a prefened embodiment. Under the control of control application 314, fax/OCR application 318 is capable of converting received image data (e.g., fax data) into textual data in a format recognizable by a computer, such as ASCII format. Because such fax/OCR conversion technology is well known, it will not be discussed in great detail herein.

As an example of the operation of a prefened embodiment, suppose a caller 202 utilizes telephone 252 to call into the system via network 204 (e.g., via SPN 204). The call is connected to network interface 302 which provides the electrical connection to the telephone network 204 or data voice network 204. Control application 314 is made aware of the new call that is received by network interface 302, and audio play 304 can play a greeting message to the caller. Thereafter, audio play 304 can offer the caller the option of completing a data form message. If the caller chooses such an option, the system allows the caller to complete a data form under the control of control application 314 using the audio play 304, DTMF decoder 306, audio record application 308, fax modem 310, and/or other associated applications. For example, the caller can be directed by audio play 304 to complete any necessary segments using any number of data types as input. If the communicating party provides DTMF information for one or more of the segments, DTMF decoder 306 would convert the received DTMF signals into the appropriate numeric format. If the communicating party provides voice for one or more of the segments, audio record 308 would convert the analog voice information received from the communicating party into the appropriate digital representation. Likewise, if the communicating party provides fax information for one or more of the segments, fax modem 310 can be utilized to receive such information so that it may be stored as an image, such as a TIF image or a G3 native image. Once data for a message is received from the communicating party, the message may then be stored in the media storage 312. It shall be understood that a communicating party may communicate data using various communication devices, such as telephone, fax, computer, etcetera, in a prefened embodiment. It shall also be understood that various types of data, may be received and processed as a message by EMS 206 utilizing the appropriate applications under the control of control application 314. Once a message is received, the control application 314 may utilize voice recognition 316 to operate on the voice segments. That is, control application 314 may utilize voice recognition 316 to convert the voice data into textual information. Likewise, control application 314 may utilize fax/OCR 318 to operate on the fax data segments to convert such data into textual representations. More specifically, fax/OCR 318 can operate to convert the fax data segments into a format recognizable by a computer, such as ASCII format. Additional conversion devices/applications may be included to convert other data types received for a message to an appropriate textual format recognizable by a computer.

Once control application 314 converts a voice data type, fax data type, or other non-text data type into text, the textual representation may be saved as a "minor" segment of the original segment, in a prefened embodiment. For example, suppose segment 1 is a voice message for which control application 314 utilizes voice recognition 316 to obtain a textual representation. A minor segment, such as segment 1 prime (i.e., 1'), can be utilized to contain the textual representation of the original voice message, which can remain in original segment 1. As a further example, segment 3 may contain fax data in the form of a G3 image. Control application 314 may utilize fax/OCR 318 to obtain a textual representation of fax segment 3, which may be stored in segment 3 prime (i.e., 3').

It should be understood that a prefened embodiment can be utilized not only within call centers that receive inbound calls, but also within call centers that place outbound calls and call centers that utilize call blending scenarios to blend both inbound and outbound calls. As described herein, in a prefened embodiment, EMS 206 allows for bi-directional messaging, which may increase the overall effectiveness and efficiency of call center agents for such call blending scenarios.

It should also be understood that a prefened embodiment may be implemented within a variety of arenas and/or within a variety of systems. For example, a prefened embodiment may be implemented within a system as disclosed in U.S. Patent Application Serial Number

08/199,677, entitled "AUTOMATIC CALL BACK SYSTEM AND METHOD OF OPERATION," which is hereby incorporated herein by reference. Within such a system, if a resource (e.g., an agent) for answering incoming telephone calls is not immediately available, then a robot controller can ascertain the caller's call back identity, which can be utilized to place a return call back to the caller at a later time. A prefened embodiment of the present invention could be implemented within such a system by, for example, calling the caller back and presenting the caller with a data form that the caller completes for later processing by an agent. Also, as described herein, EMS 206 may allow for a return communication to the communicating party via some other means of communication, such as fax, e-mail, etcetera, in a prefened embodiment.

Moreover, EMS 206 may utilize an automatic number identification (ANI) unit, which is a fairly inexpensive unit that is well known within the art, to automatically capture information about a calling party, such as the party's telephone number. By automatically capturing the callback number of a caller, additional features can be automated within a prefened embodiment. For example, such callback number may be automatically included within a message, along with other information associated with such captured callback number, such as the caller's name. As another example, after a data form message is processed by an agent, the messaging system can automatically launch communication back to the caller to validate the agent's actions or to provide some feedback to the caller. As a further example of a platform for which a preferred embodiment can be implemented, such prefened embodiment can be implemented within a system as disclosed in U.S. Patent Number 5,796,791, entitled "NETWORK BASED PREDICTIVE DIALING," filed October 15, 1996, the disclosure of which is hereby incorporated herein by reference.

As explained herein, a prefened embodiment may simplify management of agent resources by allowing an average number of required agent resources to be scheduled for servicing data form messages. It should be understood that a prefened embodiment can also simplify management of other resources. For example, consider a large vocabulary voice recognizer as a resource. If all callers to a call center were presented with a voice recognizer resource in real time, a voice recognizer resource would be required for each of the inbound calls being serviced at a particular time. However, by receiving and queuing data form messages, which are dealt with asynchronously, a fewer number of voice recognizer resources may be required. That is, by queuing data form messages and dealing with such messages asynchronously, only enough resources required to satisfy the average utilization, as opposed to instantaneous utilization required for live (real time calls), are required. A party to whom a message is communicated has been refened to herein as a "target party." However, it should be understood that such "target party" may or may not be a specific party intended to be reached by the communicating party. For example, the target party may be a specific party that the communicating party intends to reach (e.g., a specific individual). However, in some scenarios the communicating party may not specifically direct or intend for the message to be directed to the actual target party that receives such message. For example, the target party may be an agent of a call center that the communicating party contacts. Thus, such message may be intended for a call center and the actual target party that receives the message may be an agent of such call center. Accordingly, a target party may be a direct or indirect recipient of a message. Although the present invention and its advantages have been described in detail, it should be understood that various changes, substitutions and alterations can be made herein without departing from the spirit and scope of the invention as defined by the appended claims. Moreover, the scope of the present application is not intended to be limited to the particular embodiments of the process, machine, manufacture, composition of matter, means, methods and steps described in the specification. As one of ordinary skill in the art will readily appreciate from the disclosure of the present invention, processes, machines, manufacture, compositions of matter, means, methods, or steps, presently existing or later to be developed that perform substantially the same function or achieve substantially the same result as the conesponding embodiments described herein may be utilized according to the present invention. Accordingly, the appended claims are intended to include within their scope such processes, machines, manufacture, compositions of matter, means, methods, or steps.

Claims

WHAT IS CLAIMED IS:

1. A method for performing messaging, the method comprising: receiving from a first party data for a message; storing said data for said message; communicating said data for said message to a target party; and performing said receiving, storing and communicating under control of a messaging application integrated with a live communication application, rather than performing said receiving, storing and communicating in separate nonintegrated applications.

2. The method of claim 1 , further comprising: routing said received data for a message to said target party under control of said integrated messaging application.

3. The method of claim 1 , further comprising: receiving data for live communication and routing said live communication to a target party under control of said integrated messaging application.

4. The method of claim 1 , further comprising: queuing said received data for a message for said target party.

5. The method of claim 4, wherein said queuing further comprises: queuing live communication in a united queue along with said received data for a message.

6. The method of claim 1, wherein said receiving further comprises: receiving data of a first data type for said message and receiving data of a second data type that is different from said first data type for said message.

7. The method of claim 6, wherein said first and second data types are selected from the group consisting of: audio, image, text, video, DTMF, fax, and e-mail data types.

8. The method of claim 1, wherein said storing comprises storing said message in a data storage media selected from the group consisting of: a disk drive, magnetic media, and optical media.

9. The method of claim 1, wherein said data comprises audio data, said communicating comprising: audibly communicating said audio data to said target party.

10. The method of claim 1, wherein said communicating comprises: displaying a textual representation of said data on a computer terminal.

11. The method of claim 1 , further comprising: converting a non-textual data type received for said message to a textual data type recognizable by a general purpose computer.

12. The method of claim 1, wherein said message is a segmented message, further comprising: allocating said data for a message to at least one segment of said message.

13. The method of claim 12, wherein said at least one segment is flexible such that any of multiple different data types received for said message can be allocated to said at least one segment.

14. The method of claim 12, wherein said at least one segment is capable of being allocated multiple different data types.

15. The method of claim 1 , wherein said receiving further comprises: receiving from said first party data for said message in a first communication session; and receiving from said first party data for said message in a second communication session.

16. The method of claim 1 , further comprising: receiving from said target party data for said message; storing said data from said target party for said message; communicating said data from said target party to said first party; and performing said receiving, storing and communicating under control of a messaging application integrated with a live communication application, rather than performing said receiving, storing and communicating in separate nonintegrated applications.

17. The method of claim 1 , wherein said target party is an agent of a call center.

18. The method of claim 1 , wherein said receiving further comprises: receiving said data for said message via a network selected from the group consisting of PSN, a proprietary network, a general purpose processor-based information network, dedicated communication lines, a satellite system, a cable system, a computer network, direct device to device connection, a local area network (LAN), a wide area network (WAN), modem to modem connection, an Intranet, the Internet, and any combination thereof.

19. An enhanced messaging system that performs messaging under control of an application that is integrated with a live communication application, said system comprising: a network interface that is capable of receiving data for a message from a first party via a network and capable of receiving live communication via said network; a media storage that is capable of storing said data for said message; and a processor that executes an integrated message and live communication control application to manage said received data for said message and said received live communication.

20. The enhanced messaging system of claim 19, wherein said processor executes said control application to route said received data for said message to a target party.

21. The enhanced messaging system of claim 19, wherein said processor executes said control application to route said received live communication to a target party.

22. The enhanced messaging system of claim 19, further comprising: an audio play mechanism that is capable of communicating audio data received for said message to said target party.

23. The enhanced messaging system of claim 22, wherein said audio play mechanism is further capable of communicating audio data to said first party.

24. The enhanced messaging system of claim 19, further comprising: an audio record mechanism that is capable of recording audio data received for said message.

25. The enhanced messaging system of claim 24, wherein said audio record mechanism is capable of recording analog voice data received for said message as digital audio data.

26. The enhanced messaging system of claim 19, further comprising: a DTMF decoder that is capable of decoding DTMF data received for said message by said network interface.

27. The enhanced messaging system of claim 19, wherein said network interface is capable of receiving data from a network selected from the group consisting of: a PSN, a proprietary network, a general purpose processor-based information network, dedicated communication lines, a satellite system, a cable system, a computer network, direct device to device connection, a local area network (LAN), a wide area network (WAN), modem to modem connection, an Intranet, the Internet, and any combination thereof.

28. The enhanced messaging system of claim 19, further comprising: an image application capable of capturing image data for said message.

29. The enhanced messaging system of claim 19, further comprising: a video application capable of capturing video data received by said network interface.

30. The enhanced messaging system of claim 19, further comprising: an e-mail application capable of handling data communicated by e-mail to said enhanced messaging system.

31. The enhanced messaging system of claim 19, further comprising: a voice recognition application capable of converting voice data received by said network interface into textual data.

32. The enhanced messaging system of claim 19, further comprising: an optical character recognition (OCR) application capable of converting image data received for said message into textual data.

33. The enhanced messaging system of claim 19, wherein said media storage is selected from the group consisting of a disk drive, magnetic media, and optical media.

34. The enhanced messaging system of claim 19, further comprising: a queue for holding said received data for said message for a target party.

35. The enhanced messaging system of claim 34, further comprising: said queue further holding received live communication for a target party.

36. The enhanced messaging system of claim 19, further comprising: a call generator that generates a telephone call to said first party in response to said message received from said first party.

37. The enhanced messaging system of claim 19, further comprising: an e-mail generator that generates e-mail communication to said first party in response to said message received from said first party.

38. The enhanced messaging system of claim 19, further comprising: a fax generator that generates fax communication to said first party in response to said message received from said first party.

39. The enhanced messaging system of claim 19, wherein said control application is capable of allocating different types of received data for said message.

40. The enhanced messaging system of claim 39, wherein said different types of received data are selected from the group consisting of audio, image, text, video, DTMF, fax, and e-mail data types.

41. The enhanced messaging system of claim 19, wherein said control application is capable of allocating data for said message received in multiple communication sessions.

42. The enhanced messaging system of claim 19, wherein said control application is capable of allocating data communicated from said first party to a target party for said message, and wherein said control application is capable of allocating data communicated from said target party to said first party for said message.

43. An enhanced messaging system that performs messaging under control of an application that is integrated with a live communication application, said system comprising: a means for receiving data for a message from a first party via a network; a means for receiving live communication via said network; a means for storing said data for said message; and a means for executing an integrated message and live communication application to manage said received data for said message and said received live communication.

44. The enhanced messaging system of claim 43, further comprising: a means for routing said received data for said message to a target party.

45. The enhanced messaging system of claim 43, further comprising: a means for routing said received live communication to a target party.

46. The enhanced messaging system of claim 43, further comprising: a means for communicating said received data for said message to said target party.

47. A method for performing enhanced messaging, said method comprising: receiving data of a first type for a message for a target party; receiving data of a second type for said message that is different from said first type; storing said message; and communicating said message to said target party.

48. The method of claim 47, wherein said first and second data types are selected from the group consisting of: audio, image, text, video, DTMF, fax, and e-mail data types.

49. The method of claim 47, wherein said storing comprises storing said message in a data storage media selected from the group consisting of: a disk drive, magnetic media, and optical media.

50. The method of claim 47, wherein said data comprises audio data, said communicating comprising: audibly communicating said audio data to said target party.

51. The method of claim 47, wherein said communicating comprises: displaying a textual representation of said data on a computer terminal.

52. The method of claim 47, further comprising: converting a non-textual data type received for said message to a textual data type recognizable by a general purpose computer.

53. The method of claim 47, further comprising: allocating said data of a first type and said data of a second type to at least one segment of said message.

54. The method of claim 53, wherein said at least one segment is flexible such that any of multiple different data types received for said message can be allocated to said at least one segment.

55. The method of claim 47, further comprising: receiving said data of said first type and said data of said second type in a single communication session.

56. The method of claim 47, further comprising: receiving said data of said first type through multiple communication sessions.

57. The method of claim 47, further comprising: receiving said data of said first type in a first communication session; and receiving said data of said second type in a second communication session.

58. The method of claim 47, further comprising: receiving from said target party data for said message; storing said data from said target party for said message; and communicating said data from said target party to said first party.

59. The method of claim 47, further comprising: receiving said data of said first type from a network selected from the group consisting of PSN, a proprietary network, a general purpose processor-based information network, dedicated communication lines, a satellite system, a cable system, a computer network, direct device to device cormection, a local area network (LAN), a wide area network (WAN), modem to modem connection, an Intranet, the Internet, and any combination thereof; and receiving said data of said second type from a network selected from the group consisting of PSN, a proprietary network, a general purpose processor-based information network, dedicated communication lines, a satellite system, a cable system, a computer network, direct device to device connection, a local area network (LAN), a wide area network (WAN), modem to modem connection, an Intranet, the Internet, and any combination thereof.

60. The method of claim 47, further comprising: routing said message to said target party.

61. The method of claim 47, further comprising: receiving data for live communication and routing said live communication to a target party under control of said integrated messaging application.

62. The method of claim 47, further comprising: queuing said message for said target party.

63. The method of claim 62, wherein said queuing further comprises: queuing live communication in a united queue along with said message for a target party.

64. An enhanced messaging system, said system comprising: means for receiving data of a first type for a message for a target party; means for receiving data of a second type for said message that is different from said first type; means for storing said message; and means for communicating said message to said target party.

65. The system of claim 64, wherein said means for receiving data of a first type is a network interface that is capable of receiving said data of a first type via a network selected from the group consisting of PSN, a proprietary network, a general purpose processor-based information network, dedicated communication lines, a satellite system, a cable system, a computer network, direct device to device connection, a local area network (LAN), a wide area network (WAN), modem to modem connection, an Intranet, the Internet, and any combination thereof.

66. A method of managing communication, said method comprising: receiving live communication requests requesting to communicate live with a resource; receiving messaging requests to communicate a message to a resource; queuing said live communication requests for a resource capable of serving said live communication requests; and queuing said messaging requests for a resource capable of serving said messaging request, wherein said messaging requests and said live communication requests for like resources are queued together within a unitary queue.

67. The method of claim 66, wherein said queuing of said messaging requests and said queuing of said live communication requests is controlled by an integrated messaging and live communication application.

68. A communication management system for receiving and routing live communication and messages from communicating parties to target resources, said communication system comprising: a means for receiving a request to communicate live with a resource; a means for receiving a request to communicate a message to a resource; and an integrated queue for queuing received requests to communicate live with a resource and received requests to communicate a message to a resource.