Voice/data-formatted telephone information storage and retrieval system

Abstract

A synthesized message storage and retrieval .Iadd.system .Iaddend.generates response messages by concatentating a sequence of words that have been recorded in digital memory in the voice of the operator in accordance with prescribed inflection characteristics. By linking together phrases or words having selectively chosen inflections in the voice of the operator, the resulting vocalized message will more naturally simulate the manner of speech of the operator and thereby provide a more realistic verbalization of the message to the customer. In accordance with the communications functionality of the operator's voice message mechanism, the system performs a plurality of tasks for the operator, including automatically answering all incoming calls with a prerecorded phrase dependent on the type of call being serviced and, by means of an auxiliary audio interface with the call director, the output message can be delivered to the customer whether or not the operator is connected to the call. In addition, rather than audibly vocalizing the message out to the calling subscriber, when retrieved from memory the contents of the message are transmitted in digital format, so that they may be captured and visually indicated to the customer via a digital display provided in the calling subscriber's telephone equipment.

What is claimed: 
     
       1. For use with an operator-assisted telephone service facility having an operator terminal through the operation of which an on-line operator services incoming calls that are coupled to said facility by way of a switch device to which a telephone link, over which an incoming caller communicates with said facility, is connected, said operator terminal being coupled to said switch device by way of a communications link therebetween, and wherein on-line participation by an on-line operator is required for effectively enabling an incoming caller to reach a called destination, an arrangement for providing a response message to said incoming caller accessing said facility comprising: first operational means for storing a plurality of message components of which a response message may be comprised, in a form such that, when played back and transmitted to said incoming caller in a synthetically vocalized audio format, said response message effectively corresponds to the voice of said operator who is on-line with and services an incoming call from said incoming caller; and   second operational means, coupled to said first operational means and operable in conjunction with the on-line operator's release of the servicing of said incoming call, for accessing from said first operational means selected ones of said plurality of message components and causing said selected message components to be assembled and transmitted over said telephone link as a synthetically vocalized audio response message to said incoming caller in the voice of said on-line operator who has released from the servicing of said incoming call, so that it appears to said incoming caller that the released operator is still on-line with . .an.!. .Iadd.and .Iaddend.vocalizing said response message to said incoming caller.Iadd., wherein said second operational means further comprises means for controllably causing said response message to be transmitted to said incoming caller in a digital communications format, whereby said response message may be captured and displayed to said incoming caller by way of a digital communications device provided at the position from which said incoming caller accesses said facility.Iaddend.. . .2. An arrangement according to claim 1, wherein said second operational means further comprises means for controllably causing said response message to be transmitted to said incoming caller in a digital communications format, whereby said response message may be captured and displayed to said incoming caller by way of a digital communications device provided at the   
     
     
        position from which said incoming caller accesses said facility. .!.3. For use with an operator-assisted telephone service facility having an operator terminal through the operation of which an on-line operator services incoming calls that are coupled to said facility by way or a switch device to which . .an.!. .Iadd.a .Iaddend.telephone link, over which an incoming caller communicates with said facility, is connected, said operator terminal being coupled to said switch device by way of a communications line therebetween, and wherein on-line participation by an on-line operator is required for effectively enabling an incoming caller to reach a called destination, an arrangement for providing a response message to said incoming caller accessing said facility comprising: first operational means for storing a plurality of message components of which a response message may be comprised; and   second operational means, coupled to said first operational means and operable in conjunction with the on-line operator's servicing of an incoming call, for accessing from said first operational means selected ones of said plurality of message components and causing said selected message components to be assembled and transmitted over said telephone link as a response message to said incoming caller in a selected one of a plurality of different communication formats by way of which said response message is capable of being transmitted to said incoming caller, said second operational means including means for selectively causing said response message to be coupled to said communications link and thereby through said switch device to said telephone link for transmission to said incoming caller, and directly to said switch device, exclusive of said communications link, for transmission therefrom over said telephone link   
     
     
        to said incoming caller. 4. An arrangement according to claim 3, wherein said second operational means comprises means for selectively causing said response message to be coupled in digital communications format directly to said switch device, exclusive of said communications link, for transmission therefrom to said incoming caller over said telephone link, whereby said response message may be captured and displayed to said incoming caller by way of a digital communications device provided at the 
     
     
        position from which said incoming caller accesses said facility. 5. An arrangement according to claim 4, wherein said communications link includes a digital communications link portion by way of which digital communication signals are transmitted between said operator terminal and said switch device, and an audio link portion by way of which voice communications between said operator and said incoming caller, via said switch device, are effected, and wherein said second operational means includes means for causing message components accessed from said first operational means to be coupled therefrom to said audio link portion of said communications link for application to said switch device and transmission therefrom over said telephone link as an audio response message to said incoming caller vocalized in the voice of the operator who is on-line with and servicing an incoming call. . .6. For use with an operator-assisted telephone service facility having an operator terminal through the operation of which an on-line operator services incoming calls that are coupled to said facility by way of a switch device to which a telephone link, over which an incoming caller communicates with said facility, is connected, said operator terminal being coupled to said switch device by way of a communications link therebetween, and wherein on-line participation by an on-line operator is required for effectively enabling an incoming caller to reach a called destination, a method for providing a response message to said incoming caller accessing said facility comprising the steps of: (a) storing, in a storage device, a plurality of message components of which a response message may be comprised, in a form such that, when played back and transmitted to said incoming caller in a synthetically vocalized audio format, said response message effectively corresponds to the voice of the operator who is on-line with and services incoming calls; and   (a) accessing, from said storage device, in the course of the on-line operator's release of the servicing of said incoming call, selected ones of said plurality of message components and causing said selected message components to be assembled and transmitted over said telephone link as a synthetically vocalized audio response message to said incoming caller in the voice of said on-line operator who has released from the servicing of said incoming call, so that it appears to said incoming caller that the released operator is still on-line with and vocalizing said response   
     
     
        message to said incoming caller..!.7. . .An arrangement according to claim 6, further comprising the step of (c) causing.!. .Iadd.For use with an operator-assisted telephone service facility having an operator terminal through the operation of which an on-line operator services incoming calls that are coupled to said facility by way of a switch device to which a telephone link, over which an incoming caller communicates with said facility, is connected, said operator terminal being coupled to said switch device by way of a communications link therebetween, and wherein on-line participation by an on-line operator is required for effectively enabling an incoming caller to reach a called destination, a method for providing a response message to said incoming caller accessing said facility comprising the steps of: (a) storing, in a storage device, a plurality of message components of which a response message may be comprised, in a form such that, when played back and transmitted to said incoming caller in a synthetically vocalized audio format, said response message effectively corresponds to the voice of the operator who is on-line with and services incoming calls; and   (b) accessing, from said storage device, in the course of the on-line operator's release of the servicing of said incoming call, selected ones of said plurality of message components and causing said selected message components to be assembled and transmitted over said telephone link as .Iaddend.said response message . .to be transmitted.!. to said incoming caller in a digital communications format, whereby said response message may be captured and displayed to said incoming caller by way of a digital communications device provided at the position from which said incoming   
     
     
        caller accesses said facility. 8. For use with an operator-assisted telephone service facility having an operator terminal through the operation of which an on-line operator services incoming calls that are coupled to said facility by way of a switch device to which a telephone link, over which an incoming caller communicates with said facility, is connected, said operator terminal being coupled to said switch device by way of a communications link therebetween, and wherein on-line participation by an on-line operator is required for effectively enabling an incoming caller to reach a called destination, a method for providing a response message to said incoming caller accessing said facility comprising the steps of: (a) storing, in a storage device, a plurality of message components of which a response message may be comprised; and   (b) accessing from said storage device, in the course of the on-line operator's servicing of an incoming call, selected ones of said plurality of message components and causing said selected message components to be assembled and transmitted over said telephone link as a response message to said incoming caller in a selected one of a plurality of different communication formats by way of which said response message is capable of being transmitted to said incoming caller, step (b) including the step of selectively causing said response message to be coupled to said communications link and thereby through said switch device to said telephone link for transmission to said incoming caller, and directly to said switch device, exclusive of said communications link, for transmission therefrom over said telephone link to said incoming caller.   
     
     
           A method according to claim 8, wherein step (b) comprises the step of selectively causing said response message to be coupled in digital communications format directly to said switch device, exclusive of said communications link, for transmission therefrom to said incoming caller over said telephone link, whereby said response message may be captured and displayed to said incoming caller by way of a digital communications device provided at the position from which said incoming caller accesses 
     
     
        said facility. 10. A method according to claim 9, wherein said communications link includes a digital communications link portion by way of which digital communication signals are transmitted between said operator terminal and said switch device, and an audio link portion by way of which voice communications between said operator and said incoming caller, via said switch device, are effected, and wherein said step (b) includes the step of causing message, components accessed from said . .first operational means.!. .Iadd.storage device .Iaddend.to be coupled therefrom to said audio link portion of said communications link for application to said switch device and transmission therefrom over said telephone link as an audio response message to said incoming caller vocalized in the voice of the operator who is on-line with and servicing 
     
     
        an incoming call. .Iadd.11.  For use with a telephone service facility having a communications link connectable to an operator terminal from which an operator may service a call, said call being coupled to said facility by way of a switch device to which a telephone link, over which a calling party communicates with said facility, is connected, said operator terminal being connectable to said switch device by way of said communications link therebetween, and wherein said telephone service facility includes a first communication path which includes a first channel capable of transmitting an audio voice message thereover and, by way of said switch device, to said telephone link through which said calling party is placed in communication with said telephone facility, and a second communication path which includes a second channel capable of transmitting an audio voice message thereover and, by way of said switch device to said telephone link through which said calling party is placed in communication with said telephone facility, a method of providing vocalized messages by way of said switch device comprising the steps of: (a) selectively supplying, over one of said first and second communication paths, during the operator's servicing of an incoming call a first synthetically verbalized voice message, the contents of which are associated with said calling party's attempt to reach a called party; and   (b) selectively supplying, over the other of said first and second communication paths, after the operator's release of the servicing of said incoming call a second synthetically verbalized voice message, the contents of which are associated with said calling party's attempt to reach said called party, wherein said first and second voice messages are in the same voice as the operator who serviced said incoming call.   
     
     
        .Iaddend..Iadd.12.  A method according to claim 11, wherein step (b) comprises causing said second synthetically verbalized voice message to be coupled through said switch device to said telephone link to said calling party, exclusive of the communications link between the operator terminal and said switch device. .Iaddend..Iadd.13. A method according to claim 11, wherein a synthetically verbalized voice message supplied in one of steps (a) and (b) is dependent upon the type of call being serviced. .Iaddend..Iadd.14. For use with a telephone service facility of the type that is accessible by a calling party in the course of the calling party's placing a call to said telephone service facility in the calling party's attempt to reach a called party, each of said calling and called parties being disposed at locations other than the location of said telephone service facility, said telephone service facility having an operator communications device through which an operator may service a call, said call being coupled to said facility by way of a switch device to which a telephone link, over which said calling party communicates with said facility, is connected, said operator communications device being coupled to said switch device by way of a communication link therebetween, and wherein said telephone service facility includes a first communication path which includes a first channel capable of transmitting an audio voice message thereover and, by way of said switch device, to said telephone link through which said calling party is placed in communication with said telephone service facility, and a second communication path which includes a second channel capable of transmitting an audio voice message thereover and, by way of said switch device, to said telephone link through which said calling party is placed in communication with said telephone facility, a method of providing synthetically verbalized messages by way of said switch device comprising the steps of: (a) selectively supplying, over one of said first and second communication paths, during the operator's servicing of an incoming call a first synthetically verbalized voice message, the contents of which are associated with said calling party's attempt to reach said called party; and   (b) selectively supplying, over the other of said first and second communication paths, after the operator's release of the servicing of said incoming call a second synthetically verbalized voice message, the contents of which are associated with said calling party's attempt to reach said called party, wherein said first and second voice messages are in the same voice as the operator who serviced the incoming call. .Iaddend..Iadd.15. A method according to claim 14, wherein a synthetically verbalized voice message supplied in one of steps (a) and (b) is dependent upon the type of call being serviced. .Iaddend..Iadd.16. A method according to claim 14, wherein step (b) comprises causing said second synthetically verbalized voice message to be coupled through said switch device to said telephone link to said calling party, exclusive of the communications link between the operator communications device and said switch device. .Iaddend..Iadd.17. A method according to claim 14, further including the step of storing, in a digital database, a plurality of message components of which a plurality of synthetically verbalized voice messages may be comprised, in a form such that, when synthesized into audio format and played back and transmitted over either of said first and second communication paths, the resulting synthetically verbalized voice messages effectively correspond to the same voice as the operator who serviced said incoming call, and wherein one of steps (a) and (b) comprises, in the course of servicing a call, accessing selected ones of the plurality of stored message components and causing the accessed selected message components to be assembled and synthesized into audio format and transmitted over one of said first and second communication paths as a personalized synthetically verbalized voice message. .Iaddend..Iadd.18. For use with a telephone service facility of the type that is accessible by a calling party in the course of the calling party's placing a call to said telephone service facility in the calling party's attempt to reach a called party, each of said calling and called parties being disposed at locations other than the location of said telephone service facility, said telephone service facility having an operator communications device through which an operator may service a call, said call being coupled to said facility by way of a switch device to which a telephone link, over which said calling party communicates with said facility, is connected, said operator communications device being coupled to said switch device by way of a communications link therebetween, and wherein said telephone service facility includes a first communication path which includes a first channel capable of transmitting an audio voice message thereover and, byway of said switch device, to said telephone link through which said calling party is placed in communication with said telephone facility, and a second communication path which includes a second channel capable of transmitting an audio voice message thereover and, by way of said switch device, to said telephone link through which said calling party is placed in communication with said telephone facility, a method of providing vocalized messages byway of said switch device comprising the steps of:   (a) storing a plurality of message components of which a plurality of voice messages may be comprised, in a form such that, when assembled and transmitted to said calling party over either of said first and second communication paths in a synthetically verbalized audio format, the resulting synthetically verbalized voice message effectively corresponds to the voice of the operator who is servicing said call placed by said calling party;   (b) in the course of servicing a call, accessing selected ones of the plurality of message components stored in step (a), and causing the accessed selected message components to be assembled and transmitted over one of said first and second communication paths as a first synthetically verbalized voice message, the contents of which are associated with said calling party's attempt to reach said called party; and   (c) supplying, over the other of said first and second communication paths, after the operator's release of the servicing of said call placed by said calling party, a second synthetically verbalized voice message, the contents of which are associated with said calling party's attempt to reach said called party, wherein said first and second voice messages are in the same voice as the operator who serviced said call placed by said calling party. .Iaddend..Iadd.19. A method according to claim 18, wherein step (c) comprises causing said second synthetically verbalized voice message to be coupled through said switch device to said telephone link to said calling party, exclusive of the communications link between the operator communications device and said switch device. .Iaddend..Iadd.20. A method according to claim 18, wherein a synthetically verbalized voice message supplied in one of steps (b) and (c) is dependent upon the type of call being serviced. .Iaddend..Iadd.21. For use with a telephone service facility of the type that is accessible by a calling party in the course of the calling party's placing a call to said telephone service facility in the calling party's attempt to reach a called party, each of said calling and called parties being disposed at locations other than the location of said telephone service facility, said telephone service facility having a communications link connectable to an operator terminal from which an operator may service a call, said call being coupled to said facility by way of a switch device to which a telephone link, over which said calling party communicates with said facility, is connected, the communications link with said operator terminal being coupled to said switch device, and wherein said telephone service facility includes a first communication path which includes a first channel capable of transmitting an audio voice message thereover and, by way of said switch device, to said telephone link through which said calling party is placed in communication with said telephone facility, and a second communication path which includes a second channel capable of transmitting an audio voice message thereover and, by way of said switch device, to said telephone link through which said calling party is placed in communication with said telephone facility, an apparatus for providing synthetically verbalized voice messages by way of said switch device comprising:   a message store operative to store a plurality of message components of which a plurality of synthetically verbalized voice messages may be comprised, in a form such that, when assembled and transmitted to said calling party over either of said first and second communication paths in a synthetically verbalized audio format, the resulting synthetically verbalized voice messages effectively correspond to the voice of operator at said terminal; and   a communications controller which is operative, in the course of servicing said call, to controllably access selected ones of the plurality of stored message components and to cause the accessed selected message components to be assembled and supplied over one of said first and second communication paths as a first synthetically verbalized voice message the contents of which are associated with said calling party's attempt to reach said called party, and which is operative to supply, over the other of said first and second communication paths, a second synthetically verbalized voice message the contents of which are associated with said calling party's attempt to reach said called party, in the same voice as the first message assembled and supplied by said communications controller. .Iaddend..Iadd.22. An apparatus according to claim 21, wherein said communications controller is operative to cause said second synthetically verbalized voice message to be coupled through said switch device to said telephone link to said calling party, exclusive of the communications link between the operator terminal and said switch device. .Iaddend..Iadd.23. An apparatus according to claim 21, wherein a supplied voice message is dependent upon the type of call being serviced. .Iaddend..Iadd.24. An apparatus according to claim 21, wherein said communications controller is further operative to cause a message to be coupled in a digital communications format through said switch device to said telephone link, whereby said message may be captured and displayed to said calling party by way of a digital communications device provided at a position from which said calling party accesses said facility.   
     
     
        .Iaddend..Iadd.25.  For use with a telephone service facility of the type that is accessible by a calling party in the course of the calling party's placing a call to said telephone service facility in the calling party's attempt to reach a called party, each of said calling and called parties being disposed at locations other than the location of said telephone service facility, said telephone service facility having a communications link connectable with an operator terminal from which an operator may service a call, said call being coupled to said facility by way of a switch device to which a telephone link, over which said calling party communicates with said facility, is connected, the communications link with said operator terminal being coupled to said switch device, and wherein said telephone service facility includes a first communication path which includes a first channel capable of transmitting an audio voice message thereover and, by way of said switch device, to said telephone link through which said calling party may be placed in communication with said telephone facility, and a second communication path which includes a second channel capable of transmitting an audio voice message thereover and, by way of said switch device, to said telephone link through which said calling party may be placed in communication with said telephone facility, a method of providing synthetically verbalized voice messages by way of said switch device comprising the steps of: (a) in response to an incoming call from said calling party accessing said telephone service facility for the purpose of being able to place a call to said called party, supplying, over one of said first and second communication paths, a first audio message in a synthesized voice, the contents of said first audio message including information associated with said calling party's attempt to reach said called party; and   (b) subsequent to a reply by the calling party to the first audio message supplied in step (a), supplying over the other of said first and second communication paths, a second audio message in a synthesized voice, the contents of said second audio message including information associated with said calling party's attempt to reach said called party, wherein said first and second audio messages are in the same voice as the operator who serviced said incoming call placed by said calling party.   
     
     
        .Iaddend..Iadd.  .  A method according to claim 25, wherein a synthesized voice message supplied in one of steps (a) and (b) is dependent upon the 
     
     
        type of call being serviced. .Iaddend..Iadd.27.  A method according to claim 25, wherein step (b) comprises causing said second audio message to be coupled through said switch device, to said telephone link to said calling party, exclusive of the communications link between the operator terminal and said switch device. .Iaddend..Iadd.28. A method according to claim 25, further including the step of storing, in a digital database, a plurality of message components of which a plurality of synthesized voice messages may be comprised, in a form such that, when synthesized into audio format and played back and transmitted over either of said first and second communication paths, the resulting synthesized voice messages effectively correspond to the voice of the operator at said operator terminal, and wherein one of steps (a) and (b) comprises, in the course of servicing a call, accessing selected ones of the plurality of stored message components and causing the accessed selected message components to be assembled and synthesized into audio format and transmitted over one of said first and second communication paths as a personalized synthetically reproduced audio voice message. .Iaddend..Iadd.29. For use with a telephone service facility of the type that is accessible by a calling party in the course of the calling party's placing a call to said telephone service facility in the calling party's attempt to reach a called party, each of said calling and called parties being disposed at locations other than the location of said telephone service facility, said telephone service facility having a communications link connectable with an operator terminal from which an operator may service a call, said call being coupled to said facility by way of a switch device to which a telephone link, over which a party communicates with said facility, is connected, the communications link with said operator terminal being coupled to said switch device, a method of providing vocalized messages by way of said switch device comprising the steps of: (a) providing a message database, the message data contents of which are capable of being assembled into a plurality of different messages, respectively associated with said calling party's attempt to be placed in communication with said called party;   (b) providing a first communication path which includes a first channel capable of transmitting an audio voice message thereover and, by way of said switch device, to said telephone link through which said calling party is placed in communication with said telephone facility, and a second communication path which includes a second channel capable of transmitting an audio voice message thereover and, by way of said switch device, to said telephone link through which said calling party is placed in communication with said telephone facility, and wherein each of said first and second communication paths is arranged to be selectively coupled to said message database and to convey a synthetically verbalized message that has been assembled from the contents of said database in a personalized operator representative voice such that personalized voice messages conveyed over each of said first and second communication paths are in the same personalized operator representative voice as said operator at said operator terminal;   (c) supplying, by way of one of said first and second communication paths to said calling party, an interrogation message from said message database, the contents of which request information from said calling party associated with the calling party's attempt to be placed in communication with said called party; and   (d) subsequent to receipt of a reply message from said calling party to the interrogation message supplied in step (c), supplying a further message to said calling party by way of one of said first and second communication paths during a period of time other than when said operator is servicing a call, thereby alleviating the operator from being required to service said call on a continuous basis from the beginning of the call to completion, the contents of said further message containing information which, when employed in the course of the calling party's attempt to reach said called party, will facilitate the calling party's being placed in communication with said called party. .Iaddend..Iadd.30. A method according to claim 29, wherein a message supplied in one of steps (c) and (d) is dependent upon the type of call being serviced. .Iaddend..Iadd.31. A method according to claim 29, wherein at least one of steps (c) and (d) comprises causing a message to be coupled through said switch device to said telephone link to said calling party, exclusive of the communications link between the operator terminal and said switch device. .Iaddend..Iadd.32. For use with a telephone service facility of the type that is accessible by a calling party in the course of the calling party's placing a call to said telephone service facility in the calling party's attempt to reach a called party, each of said calling and called parties being disposed at locations other than the location of said telephone service facility, said telephone service facility having a communications link connectable with an operator terminal from which an operator may service a call, said call being coupled to said facility by way of a switch device to which a telephone link, over which a party communicates with said facility, is connected, the communications link with said operator terminal being coupled to said switch device, an apparatus for providing vocalized messages by way of said switch device comprising:   a message database, the message data contents of which are capable of being assembled into a plurality of different messages, respectively associated with said calling party's attempt to be placed in communication with said called party;   a first communication path which includes a first channel capable of transmitting an audio voice message thereover and, by way of said switch device, to said telephone link through which said calling party is placed in communication with said telephone facility;   a second communication path which includes a second channel capable of transmitting an audio voice message thereover and, by way of said switch device, to said telephone link through which said calling party is placed in communication with said telephone facility; and   a communications controller, coupled to each of said first and second communication paths and to said message database, and operative to cause a message that has been assembled from the contents of said database to be synthetically verbalized in a personalized operator representative voice such that personalized voice messages conveyed over each of said first and second communication paths are in the same personalized operator representative voice as said operator at said operator terminal, said communications controller being operative to supply, by way of one of said first and second communication paths to said calling party, an interrogation message the contents of which request information from said calling party associated with the calling party's attempt to be placed in communication with said called party and, subsequent to receipt of a reply message from said calling party to the interrogation message, supplying a further message to said calling party by way of one of said first and second communication paths during a period of time other than when said operator is servicing a call, thereby alleviating the operator from being required to service said call on a continuous basis from the beginning of the call to completion, the contents of said further message containing information which, when employed in the course of the calling party's attempt to reach said called party, will facilitate the calling party's being placed in communication with said called party. .Iaddend..Iadd.33. An apparatus according to claim 32, wherein a message supplied by said communications controller is dependent upon the type of call being serviced. .Iaddend..Iadd.34. An apparatus according to claim 32, wherein said communications controller is operative to cause a message to be coupled through said switch device to said telephone link to said calling party, exclusive of the communications link between the operator terminal   
     
     
        and said switch device. .Iaddend..Iadd.35.  An apparatus according to claim 32, wherein said communications controller is operative to cause a message to be coupled in a digital communications format through said switch device to said telephone link, whereby said message may be captured by and displayed to said calling party by way of a digital communications device provided at a location by way of which said calling party is in communication with said telephone service facility. .Iaddend..Iadd.36. For use with a telephone service facility having an operator terminal through the operation of which an on-line operator may service incoming calls that are coupled to said facility by way of a switch device to which a telephone link, over which an incoming caller communicates with said facility, is connected, an arrangement for providing a response message to said incoming caller accessing said facility comprising: first operational means for storing a plurality of message components of which a response message may be comprised, in a form such that, when played back and transmitted to said incoming caller in a synthetically vocalized audio format, said response message effectively corresponds to the appropriately inflected voice of an operator who said incoming caller perceived to be on-line with and servicing an incoming call from said incoming caller; and   second operational means, coupled to said first operational means and operable in conjunction with the servicing of said incoming call, for accessing from said first operational means selected ones of said plurality of message components and causing said selected message components to be assembled and transmitted over said telephone link when said operator is off-line as a synthetically vocalized audio response message to said incoming caller in the appropriately inflected voice of said operator who said incoming caller perceived to be on-line with and servicing said incoming call from said incoming caller, so that it appears to said incoming caller that the operator is actually on-line with and vocalizing said response message to said incoming caller,   wherein said second operational means further comprises means for controllably causing said response message to be transmitted to said incoming caller in a digital communications format, whereby said response message may be captured and displayed to said incoming caller by way of a communications device provided at the position from which said incoming   
     
     
        caller accesses said facility. .Iaddend..Iadd.37.  For use with a telephone service facility having an operator terminal through the operation of which an on-line operator may service incoming calls that are coupled to said facility by way of a switch device to which a telephone link, over which an incoming caller communicates with said facility, is connected, said operator terminal being coupled to said switch device by way of a communications link therebetween, an arrangement for providing response message to said incoming caller accessing said facility comprising: first operational means for storing a plurality of message components of which a response message may be comprised; and   second operational means, coupled to said first operational means and operable in conjunction with the servicing of an incoming call, for accessing from said first operational means selected ones of said plurality of message components and causing said selected message components to be assembled and transmitted over said telephone link as a response message to said incoming caller in a selected one of a plurality of different communication formats by way of which said response message is capable of being transmitted to said incoming caller, said second operational means including means for selectively causing said response message to be coupled to said communications link and thereby through said switch device to said telephone link for transmission to said incoming caller, and directly to said switch device, exclusive of said communications link, for transmission therefrom over said telephone link   
     
     
        to said incoming caller. .Iaddend..Iadd.38.  An arrangement according to claim 37, wherein said second operational means further comprises means for selectively causing said response message to be coupled in digital communications format directly to said switch device, exclusive of said communications link, for transmission therefrom to said incoming caller over said telephone link, whereby said response message may be captured and displayed to said incoming caller by way of a communications device provided at the position from which said incoming caller accesses said facility. .Iaddend..Iadd.39. An arrangement according to claim 38, wherein said communications link includes a digital communications link portion by way of which digital communication signals are transmitted between said operator terminal and said switch device, and an audio link portion by way of which voice communications between said operator and said incoming caller, via said switch device, are effected, and wherein said second operational means includes means for causing message components accessed from said first operational means to be coupled therefrom to said audio link portion of said communications link for application to said switch device and transmission therefrom over said telephone link as an audio response message to said incoming caller vocalized in the appropriately inflected voice of the operator who said incoming caller perceives to be on-line with and servicing said incoming call from said incoming caller. 
     
     
        .Iaddend..Iadd.40.  For use with a telephone service facility having an operator terminal through the operation of which an on-line operator may service incoming calls that are coupled to said facility by way of a switch device to which a telephone link, over which an incoming caller communicates with said facility, is connected, a method for providing a response message to said incoming caller accessing said facility comprising the steps of: (a) storing, in a storage device, a plurality of message components of which a response message may be comprised, in a form such that, when played back and transmitted to said incoming caller in a synthetically vocalized audio format, said response message effectively corresponds to the appropriately inflected voice of an operator who said incoming caller perceives to be on-line with and servicing incoming calls; and   (b) accessing, from said storage device, in the course of the servicing of an incoming call, selected ones of said plurality of message components and causing said selected message components to be assembled and transmitted over said telephone link when said operator is off-line as said response message to said incoming caller in a digital communications format, whereby said response message may be captured displayed to said incoming caller by way of communications device provided at the position from which said incoming caller accesses said facility. .Iaddend..Iadd.41. For use with a telephone service facility having an operator terminal through the operation of which an on-line operator may service incoming calls that are coupled to said facility by way of a switch device to which a telephone link, over which an incoming caller communicates with said facility, is connected, said operator terminal being coupled to said switch device by way of a communications link therebetween, a method for providing a response message to said incoming caller accessing said facility comprising the steps of:   (a) storing, in a storage device, a plurality of message components of which a response message may be comprised; and   (b) accessing from said storage device, in the course of the servicing of an incoming call, selected ones of said plurality of message components and causing said selected message components to be assembled and transmitted over said telephone link as a response message to said incoming caller in a selected one of a plurality of different communication formats by way of which said response message is capable of being transmitted to said incoming caller, step (b) including the step of selectively causing said response message to be coupled to said communications link and thereby through said switch device to said telephone link for transmission to said incoming caller, and directly to said switch device, exclusive of said communications link, for transmission therefrom over said telephone link to said incoming caller. .Iaddend..Iadd.42. A method according to claim 41, wherein step (b) further comprises the step of selectively causing said response message to be coupled in digital communications format directly to said switch device, exclusive of said communications link, for transmission therefrom to said incoming caller over said telephone link, whereby said response message may be captured and displayed to said incoming caller by way of a communications device provided at the position from which said incoming caller accesses said facility. .Iaddend..Iadd.43. A method according to claim 42, wherein said communications link includes a digital communications link portion by way of which digital communication signals are transmitted between said operator terminal and said switch device, and an audio link portion by way of which voice communications between said operator and said incoming caller, via said switch device, are effected, and wherein said step (b) includes the step of causing message components accessed from said storage device to be coupled therefrom to said audio link portion of said communications link for application to said switch device and transmission therefrom over said telephone link as an audio response message to said incoming caller vocalized in the appropriately inflected voice of the operator who said incoming caller perceives to be on-line with and servicing said incoming calls from said incoming caller. .Iaddend.