Intelligent integrated on-hold messaging system for use with business telephone systems

Abstract

A programmable in-the-skin or intelligently connected message on hold delivery system is disclosed which comprises a message storage system and a processor for generating prompts which are transmitted to a control device. The prompts are received at the control device and allow an operator to select from a number of options in order to select, among other things, certain ones of the messages stored on said message storage system for playback, as well as the sequence in which said messages are to be played back. The message playback devices are each provided with one or more libraries of messages, and comprise at least one or more audio and/or visual advertising messages. Said sistem enables the user to start a pre-recorded audio or visual message at the beginning each time a caller is placed on hold in the telephone system.

What is claimed is:  
     
         1 . A telephone system with a built in programmable on hold message delivery system for playing messages to callers placed on hold comprising: 
 a message playback device, said message playback device comprising a storage device for storing messages and for playing selected ones of said messages to a list of extensions, or lines as selected by the user, and    a control device operable to receive prompts and transmit command signals for controlling said playback device;    said message playback device being adapted to receive said command signals for selected ones of said messages for playback by said message playback device, said message playback device being programmable to access said messages identified from said storage device and to provide said messages to become enabled to play messages chosen by the user to the chosen lines or extension's selected by the user.    
     
     
         2 . A system as claimed in  claim 1 , wherein said control device is selected from the group consisting of a proprietary telephone instrument, standard DTMF telephone, general purpose computer, cellular phone, hand help computer device.  
     
     
         3 . A system as claimed in  claim 1 , wherein said message playback device comprises a processing device, a storage device for storing said messages as respective files, that is connected through an intelligent connection to the telephone system.  
     
     
         4 . A system as claimed in  claim 1 , wherein message playback device comprises group or messages consisting of audio and or video messages selectable to be played to the user.  
     
     
         5 . A programmable message delivery system for playing messages on a telephone system comprising: 
 a message playback device comprising a storage device for storing messages and for playing selected ones of said messages through the telephone system as selected by the user, to a list of extensions or lines within the telephone system.    
     
     
         6 . A system as claimed in  claim 5 , wherein at least one of said prompts causes said device to output at least one of a list of titles and reference codes corresponding to said messages from which said operator can select a plurality of said messages for play at said message playback device, said device further being operable to respond to said prompts with response signals selected by said operator, and corresponding to a playlist comprising data relating to said plurality of messages, said message playback device further being operable to receive said response signals and based thereon to implement said playlist.  
     
     
         7 . A system as claimed in  claim 6 , wherein at least one of said prompts comprises at least a portion of one of said messages identified in said at least one of said menu signals, said portion being audible by said operator.  
     
     
         8 . A system as claimed in  claim 6 , wherein one of said prompts comprises at least one of a current playlist and a pending playlist for said message playback device, said current playlist and said pending playlist each comprising said reference codes corresponding to said selected messages, said pending playlist further comprising a date and time corresponding to when said pending playlist is to be implemented by said message playback device.  
     
     
         9 . A system as claimed in  claim 8 , wherein said prompts allow said operator to specify at least one of a plurality of parameters selected from the group consisting of a time of day when said pending playlist is to be implemented by said message playback device, a date on which said pending playlist is to be implemented by said message playback device, a sequence in which said selected messages are to be played, and how many times to repeat said selected messages in said sequence at said message playback device.  
     
     
         10 . A system as claimed in  claim 6 , wherein said prompts guide said operator to select one of said messages from said playlist and an operation selected from the group consisting of adding at least one of said messages to said playlist, deleting at least one of said messages to said playlist, changing said sequence of said messages on said playlist, and changing at least one of the date or time for playing at least one of said messages.  
     
     
         11 . A method of programming a message playback device comprising the steps of: 
 storing a library of discrete and individually accessible messages at said message playback device;    storing at least one of a title and an identification code for uniquely identifying each of said messages in a memory of said message playback device;    generating and transmitting prompts relating to said messages stored at said message playback device to a e control device; and    selecting at least one of said messages from said library for play at said message playback device using said control device to transmit response signals from said communication device to said message playback device corresponding to said selected message.    
     
     
         12 . A method as claimed in  claim 11 , further comprising the steps of: 
 receiving said response signals at said message playback device;    accessing said selected message from said library stored at said message playback device; and    playing said selected message on said message playback device.    
     
     
         13 . A method as claimed in  claim 11 , wherein said messages are stored on at least one optical disc at said message playback device.  
     
     
         14 . A method of programming a message playback device comprising the steps of: 
 storing a library of discrete and individually accessible messages at a message playback device, each message being uniquely identified by at least one of an identification code and a title;    generating and transmitting prompts from said message playback device to a e control device said prompts comprising at least one of said identification code and said title for at least one of said message;    operating said Control device to identify messages from said library for playback, and a sequence for playback of said messages, and response signals relating to said messages and said sequence; and    entering playlist data using said Control device to respond to said prompts, said prompts providing selections to an operator selected from the group consisting of said identification codes of selected ones of said messages, said titles of selected ones of said messages, times for commencing the play of said messages, and a sequence for playing said messages.    
     
     
         15 . A method as claimed in  claim 14 , further comprising the steps of: 
 receiving said commands at said message playback device; accessing said selected messages from said library stored at said message playback device; and    playing said selected messages on said message playback device.    
     
     
         16 . A programmable message delivery system for playing messages comprising: 
 a storage device for storing discrete, individually accessible messages;    a processor connected to said storage device and programmable to access at least one of said messages; and    a control device connected to said playback device for receiving prompts from said processor and for transmitting response signals to said processor;    
     
     
         17 . A system as claimed in  claim 16 , wherein said operator can select a sequence of said messages, said processor being programmable to access each of said selected messages via said storage device to provide said messages to said input for play on said output in accordance with said sequence.