System and method for the playing of key phrases in voice mail messages

A method is provided for playing one or more key portions of a voice communication. The method includes storing, in a memory, a communication that includes one or more speech signals and a tag identifying a key portion of the one or more speech signals. The communication and the tag are retrieved from the memory. The key portion of the communication identified by the tag is played for a first end user.

TECHNICAL FIELD OF THE INVENTION

This invention relates generally to the field of messaging, and more specifically to a system and method for the playing of key phrases in voice mail messages.

BACKGROUND OF THE INVENTION

A voice mail system linked to a communication system typically provides voicemail services for telephony devices and users serviced by the system. Generally, if a user fails to answer a call after a predetermined number of rings, a call manager will forward the call to the voice mail system. The voice mail system, upon receiving a message for the user, will inform the network, which in turn informs a telephony device associated with the user to provide a message waiting indication, such as a blinking light or pulsed dial tone on the telephony device. A user of the telephony device may then retrieve the voice message using the telephony device or another endpoint in the system.

Often important key phrases in the message, such as phone numbers and dates, are missed during the first retrieval of the message. As a result, the user must replay the message in its entirety to rehear those portions of the message that are particularly noteworthy. Prior systems allow users limited playback capabilities for skipping through a voice mail message. For example, some systems may allow a user to manually skip through the voice mail message at n-second intervals. Other systems may allow a user to replay the message in its entirety and adjust the speed of the voice mail delivery.

SUMMARY OF THE INVENTION

The present invention provides a method and system for the bookmarking of key words, phrases, and other patterns in voice mail messages to provide for the automated or user activated replay of those key phrases that substantially eliminates or reduces at least some of the disadvantages and problems associated with previous methods and systems.

In accordance with a particular embodiment of the present invention, a method is provided for playing one or more key portions of a voice communication. The method includes storing, in a memory, a communication that includes one or more speech signals and a tag identifying a key portion of the one or more speech signals. The communication and the tag are retrieved from the memory. The key portion of the communication identified by the tag is played for a first end user.

Certain embodiments of the present invention may provide a number of technical advantages. For example, according to one embodiment of the present invention, an architecture and process are provided that enable the play back of key portions of a voice mail message. As a result, the portions of a voice mail message, which a user may likely deem important, are identified and played for the end user. In particular embodiments, the play back of the key portions may be automated such that the key portions are played before or after the entire voice mail message without requiring further user interaction. Accordingly, users that receive lengthy or important voice mail messages that require note taking may be given an additional opportunity to hear key portions of the voice mail message without requiring that the end user listen to the entire message a second time. Where the play back of the key portions is automatic, no further interaction from the user may be required. In other embodiments, the play back of the key portions may be user directed. Accordingly, the play back may be affected upon the receipt of a user command.

As another advantage, an architecture and process are provided that provides for the playback of the key portions at a slower speed than a recorded speed. Accordingly, portions of the voice mail message that a user may deem as important, such as call return information, phone numbers, dates, and times, may be played for the user at a speed that is slower than that which it was recorded at. As a result, the end user receiving the voice mail message may be given more time to write down the key portions of the voice mail message.

As still another advantage, an architecture and process are provided that use existing speech recognition technology to improve voice mail services. Speech recognition technology has limited capabilities for generating reliable text conversions of voice mail messages. The disclosed architecture and system, however, use speech recognition technology to identify the presence of and location of key words, phrases, and patterns in a speech string rather than to provide reliable verbatim text conversions of those key words, phrases, and patterns. Furthermore, because the positions of the key phrases are pinpointed within the audio string, the replay of the key phrases is more efficient than prior voice mail systems that allow a user to manually skip through the voice mail message at n-second intervals to adjust the speed of voice mail delivery.

DETAILED DESCRIPTION OF THE INVENTION

FIG. 1illustrates a communications system10for providing the playing of key phrases in a voice mail message. System10includes a plurality of endpoints20having the ability to establish communication sessions between each other, using one or more of communication networks22a-22d. System10also includes one or more call managers24that cooperate with a voice mail system26to manage incoming calls and other communications for endpoints20. In particular embodiments, call manager24may intercept an incoming call or other communication that is directed at an endpoint20if that call goes unanswered for some predetermined amount of time. Call manager24may then forward the incoming call to voice mail system26, which operates to record a voice mail message from the incoming caller and store that voice mail message in a database. In particular embodiments a speech-recognition engine may be used to scan the voice mail message for numbers, dates, and other key phrases. The key portions of the voice mail message may be bookmarked such that the when the recipient of the incoming call retrieves the voice mail message, the bookmarked key portions may be played for the user's convenience.

In the illustrated embodiment, system10includes a local area network (LAN)22a, a Public Switched Telephone Network (PSTN)22b, a public network22c, and a wide area network (WAN)22d, which cooperate to provide communication services to the variety of types of endpoints20within system10. Specifically, LAN22acouples multiple endpoints20a-20gfor the establishment of communication sessions between endpoints20a-20gand other endpoints20distributed across multiple cities and geographic regions.

Generally, LAN22aprovides for the communication of packets, cells, frames, or other portions of information (generally referred to as packets herein) between endpoints20. Accordingly, LAN22amay include any combination of network components, gatekeepers, call managers, routers, hubs, switches, gateways, endpoints, or other hardware, software, or embedded logic implementing any number of communication protocols that allow for the exchange of packets in communication system30. In the illustrated embodiment, LAN22aincludes a plurality of segments30that couple endpoints20a-20gwith call manager24, voice mail system26, gateway32, router34, and communication networks22b-22d. Specifically, segments30couple endpoints20a-20gwith PSTN22b, Internet22c, and WAN22dto allow communication with various devices located outside of LAN22a. Because both audio and/or video telecommunication signals may be communicated over LAN22a, LAN22amay eliminate the need, in certain embodiments, for a separate telephone network, such as a private branch exchange (PBX), to provide telecommunication services within a business or other organization.

Although the illustrated embodiment includes four communication networks22a-22d, the configuration of networks22a-22dare provided as merely one example configuration of a system10for establishing communication sessions between and among system components. The term “communication network” should be interpreted as generally including any network capable of transmitting audio and/or video telecommunication signals, data, and/or messages, including signals, data, or messages transmitted through text chat, instant messaging, and e-mail. Any one of networks22a-22dmay be implemented as a local area network (LAN), wide area network (WAN), global distributed network such as the Internet, Intranet, Extranet, or any other form of wireless or wireline communication network. It is generally recognized that system10may include any combination of networks and that system10may include fewer or more networks22a-22das is required by the number of endpoints20or the desired traffic across system10.

In a particular embodiment, communication network34aemploys voice communication protocols that allow for the addressing or identification of endpoints, nodes, and/or call managers coupled to communication network34a. For example, LAN20may be an Internet Protocol (IP) network or any other type of network that allows each of the components coupled together by LAN22ain communication system10to be identified using IP addresses. IP networks transmit data (including telecommunication signals) by placing the data in packets and sending the packets individually to the selected destination. This may be referred to as a packet network. Other types of packet networks include ATM, Frame Relay, Ethernet, SNA, and SONET networks, among others.

Unlike a circuit-switched network (e.g., PSTN22b), dedicated bandwidth is not required for the duration of a communication session over LAN22a. Instead, each endpoint sends packets as they become available for transmission. In this manner, network34amay support any form and/or combination of point-to-point, multicast, unicast, or other techniques for exchanging media packets among components in communication system10. Any network components capable of exchanging audio, video, or other data using frames or packets, are included within the scope of the present invention.

The technology that allows communication signals to be transmitted over an IP network may be referred to as Voice over IP (VoIP). In particular embodiments, one or more of endpoints20a-20gmay include an IP telephony device. IP telephony devices have the capability of encapsulating a user's voice (or other inputs) into IP packets so that the voice can be transmitted over LAN22a(as well as Internet22cand WAN22d, which may also be packet networks). IP telephony devices may include telephones, fax machines, computers running telephony software, and any other devices capable of performing telephony functions over an IP network.

Call manager24controls IP telephony devices within LAN22a. Call manager24is an application that controls call processing, routing, telephony device features and options (such as call hold, call transfer and caller ID), device configuration, and other telephony functions and parameters within communications system10. When a user wishes to place a call from one telephony device, such as endpoint20d, to another telephony device, such as endpoint20e, on LAN22a, the calling device transmits signaling to call manager24indicating the desired function and destination. Call manager24then instructs endpoints20dand20eto establish a network connection between themselves over LAN22a.

Once endpoints20dand20ehave established a connection, a codec (coder/decoder) converts the voice or other telecommunication signals generated by the users of endpoints20dand20efrom analog signals into digital form. Endpoints20dand20emay implement the codec either in software or as special-purpose hardware. For example, for a voice communication sent from endpoint20dto endpoint20e, the codec in endpoint20ddigitizes the outgoing telecommunication signals. Endpoint20dthen encapsulate the digital data within IP packets so that it can be transmitted over LAN22a. This encapsulation is typically performed by Real-Time Transport Protocol (RTP) running over UDP/IP (User Datagram Protocol/Internet Protocol). The encapsulation process is well-known in the art, and will not be described in further detail. The IP packets are then transported over LAN22avia the IP protocol to endpoint20eand other endpoints20participating in the call. A codec in the receiving endpoint20ethen translates the IP packet data into analog voice signals for presentation to the user. This process is repeated each time that a call participant (or other source) generates telecommunication signals.

In addition to intra-LAN telephone calls, calls can also be placed to non-IP telephony devices, such as endpoint20h, that are connected to PSTN22b. PSTN22bincludes switching stations, central offices, mobile telephone switching offices, pager switching offices, remote terminals, and other related telecommunications equipment that are located throughout the world. Calls placed to endpoint20hare made through VoIP-to-PSTN gateway32. Gateway32converts analog or digital circuit-switched data transmitted by PSTN22b(or a PBX) to packet data transmitted by LAN22a, and vice-versa. Gateway32also translates between the VoIP call control system and the Signaling System 7 (SS7) or other protocols used in PSTN22b. For example, when making a call to a PSTN endpoint20hfrom an IP endpoint20d, the telecommunication signal generated by the user of IP endpoint20dis digitized and encapsulated, as described above. The packets are then transmitted over LAN22ato gateway32. Gateway32converts the data in the packets to the format (either digital or analog) used by PSTN22b. The voice signals are then sent to the PSTN endpoint20hover PSTN22b. This process is continued between LAN22aand PSTN22bthrough gateway32until the call is complete.

Calls also may be made between IP telephony devices, such as endpoint20d, and other IP telephony devices located on Internet22cor across WAN22d. Again, the telecommunication data is digitized and encapsulated into IP packets at the telephony device. However, unlike communications with devices on PSTN22b, a gateway is not needed to convert the IP packets to another format. A router34(or other similar device such as a hub or bridge) directs the packets to the IP address of the receiving IP telephony device.

In the illustrated embodiment, LAN22aincludes a voice mail system26that operates in conjunction with the endpoints20a-20gcoupled to LAN22ato receive and store voice mail messages for users of endpoints20a-20g, as well as for certain remote devices located outside of LAN22a. Although illustrated as a dedicated network device, the software, firmware and/or hardware used to implement voice mail system26may be incorporated into one or more devices on LAN22a, including call manager24. Voice mail system software may be embodied in any type of computer-readable medium.

In an example scenario, a first end user may be associated with a first endpoint20d, which comprises a telephony device, and a second end user may be associated with a second endpoint20e, which comprises a telephony device. To initiate a communication session, the first end user may use first endpoint20dto call the second end user at second endpoint20e. Where the second end user is participating in a previous call or is otherwise unavailable to take the incoming call from the first end user, call manager24may intervene by intercepting the call and forwarding it to voice mail system26. Voice mail system26may answer the call and provide an appropriate message to the second end user requesting that the second end user leave a voice mail message.

As will be described in more detail below, the voice mail message received from the second end user may be scanned for numbers, dates, or other key words, phrases, or patterns. The key words may then be tagged such that their location in the voice mail message is stored. When the first end user retrieves the voice mail message from voice mail system26, he tagged portions of the voice mail message may be played for first end user. In particular embodiments, the tagged portions may be reiterated before or after the voice message is played in its entirety. Accordingly, the key portions of a voice mail message may be played a second time so that the first end user has a second opportunity to hear and take note of noteworthy portions of the voice mail message. In other embodiments, merely the tagged portions may be played for the end user. As will be described in more detail below, the playing of the tagged portions may be at first user's direction or may be automatic.

FIG. 2illustrates voice mail system26in more detail, in accordance with a particular embodiment of the present invention. Voice mail system26includes an interface60, a processor62, a speech recognition engine64, and a memory66. In general, processor62, memory66, and speech recognition engine64may operate to store voice mail messages for a number of end users68associated with endpoints70. Bookmarked portions of those voice mail messages, which may be especially important or noteworthy to the user, may be played automatically or at the user's direction.

In particular embodiments, processor62may be a microprocessor, controller, or any other suitable computing device or resource. Processor62operates to receive and process voice mail messages intended for end users68associated with endpoints70. During the processing of voice mail messages, processor62sends information to and receives information from speech recognition engine64. Processor62also operates to store information in and retrieve information from memory66, which may include any form of volatile or non-volatile memory including, without limitation, random access memory (RAM), read-only memory (ROM), removable media, or any other suitable local or remote memory component. In particular embodiments, memory66may include a queue of voice mail messages for each end user68associated with voice mail system26.

Speech recognition engine64may be any combination of hardware, software and/or encoded logic, that operates to receive and process speech signals from processor62. Where the received signals are analog signals, speech recognition engine64may include a voice board that provides analog-to-digital conversion of the speech signals. A signal processing module may then take the digitized samples and convert them into a series of patterns. The patterns may then be compared to a set of stored modules that have been constructed from the knowledge of acoustics, language, and dictionaries.

In particular embodiments, speech recognition engine64may use isolated word and phrase recognition to recognize a discrete set of command words, phrases, or patterns. Additionally or alternatively, speech recognition engine64may use key word spotting to pick out key words and phrases from among a sentence of extraneous words. For example, speech recognition engine64may use key word spotting to identify strings of numerals, times, and/or dates. Speech recognition engine64may then bookmark the key words, phrases, and patterns by storing offset positions of those key words and phrases in memory66. In particular embodiments, an offset position may identify the location in the voice mail message that corresponds with the beginning of the key word or phrase. For example, the offset position may identify an amount of time, in milliseconds, that is measured from the beginning of the voice mail message. Additionally or alternatively, the offset position may identify an ending position of the key portion, or an amount of time associated with the key portion.

In particular embodiments, a first end user68a, who is associated with endpoint70a, may call a second end user68b, who is associated with endpoint70b. If second end user68bis on a previous call or is otherwise unavailable when the call from first end user68ais received, the call is directed to voice message system26, where it is received by processor62through interface60. If first end user68achooses to leave a voice mail message for second end user68b, processor62stores the voice mail message in memory66. Processor62also transmits the voice mail message to speech recognition engine64, which scans the voice mail message to identify key words, phrases, and numerals.

For example, if the voice mail message includes a string of numerals such as “555-1212”, speech recognition engine64may perform a scan of the voice mail message and identify the occurrence of this string numerals. Furthermore, if the string of numerals occurs 2500 milliseconds into the voice mail message, speech recognition engine64may note the offset position of this string of numerals as 2500 milliseconds. Assume further for example purposes that it takes first end user68a1000 milliseconds to speak the string of numerals. In particular embodiments, speech recognition engine64may also store the duration of time associated with the speaking of the string of numerals (i.e., 1000 milliseconds) or an ending offset position corresponding with the end of the string of numerals (i.e., 3500 milliseconds).

As described above, the voice mail message and the bookmarked offset position may be stored in memory66. In particular embodiments, the voice mail message and bookmarked offset position, or tags, may be stored in a queue with other voice mail messages and associated tags received for second end user62b. The voice mail message may remain in memory66until processor62receives a command from second end user62bthat requests the retrieval of any stored voice mail messages. Upon receiving such a command, processor62may retrieve the voice mail message and the tags associated with the voice mail message from memory66. Processor62may then transmit the voice mail message and tags to an endpoint associated with the recipient of the voice mail message for playback.

In one example scenario, processor62may automatically replay the tagged portions of the voice mail message. The automated playing of the tagged portions of the voice mail message may occur before the voice mail message is played in full. Alternatively, the tagged portions of the voice mail message may be replayed after the voice mail message is played in full. For example, if the voice mail message states, “This is Bob. Please call me at 555-1212 some time this evening,” the portion “555-1212” may be tagged for automatic replay. Accordingly, the following message may be automatically played for second end user68b:This is Bob. Please call me at 555-1212 some time this evening. 555-1212.

Where the replaying of the tagged portion is automatic, no additional interaction from second end user68bmay be required. Thus, after pushing the appropriate buttons on endpoint70bto effect the retrieval of the voice mail message, second end user62bneed not push any additional buttons on endpoint70bto cause the replaying of the key portion at the end of the voice mail message.

Although the described example includes the identification and bookmarking of a string of numerals, it is generally recognized that any phrase or series of speech patterns corresponding to a set of stored modules may be processed similarly. For example, speech recognition engine64may additionally or alternatively operate to identify and bookmark dates and/or times. Thus, if a recorded voice mail message states, “This is Bob. I'm coming into town on Tuesday, January 11, and look forward to our meeting at 3:00 p.m. Please call me at 555-1212 this evening to confirm,” the following message may be automatically played the receiving end user68:This is Bob. I'm coming into town on Tuesday, January 11, and look forward to our meeting at 3:00 p.m. Please call me at 555-1212 some time this evening to confirm. Tuesday. January 11. 3:00 p.m. 555-1212.
In this example, speech recognition engine64has captured the most important portions of the voice mail message and has automatically repeated those portions for the end user68.

As described above, the tagged portions of the voice mail message are played automatically without further interaction from second end user68. It is generally recognized, however, that the tagged portions of the voice mail message may be played for second end user68bwhen processor62receives a command from second end user68b. Depending upon the particular implementation, the command from second end user68bmay include the pressing of a specified key on endpoint70b. In particular embodiments, voice mail system26may recognize Dual Tone, Multi-Frequency commands that correspond generally with the numbers 0-9, “*”, and “#.” For example, voice mail system26may request that second end user68bpress “5” on endpoint70bif second end user68bdesires to hear tagged portions of the voice mail message played a second time. Such an offering to play key portions of the voice mail message may be made before the voice mail message is played in its entirety for second end user68b. Alternatively, such an offering may be made at the conclusion of the playing of the entire voice mail message.

In another example scenario, the command received from second end user68bmay include a spoken word or phrase uttered by second end user68bduring the retrieval process. For example, voice mail system26may request that second end user68bsay “replay” if second end user68bdesires to hear tagged portions of the voice mail message played a second time. Where voice mail system26includes Automatic Speech Recognition (ASR) capabilities, different tagged portions of the voice mail message may be replayed for second end user62bdepending upon the command spoken. Thus, if second end user62bdesires to hear a phone number within the voice mail message replayed, second end user62bmay say “phone number” at the appropriate time. Alternatively, if second end user62bdesires to hear a date within the voice mail message replayed, second end user62bmay say “date.” Voice recognition technology may be used by processor62and speech recognition engine64to identify the command spoken by second end user68band to identify the tagged portion that should be replayed.

In still another example scenario, a user may opt to hear only the tagged portions of the voice mail message rather than hearing the entire voice mail message. For example, if the voice mail message states, “This is Bob. Please call me at 555-1212 some time this evening,” the portion “555-1212” may be tagged as a key portion. When second end user68bretrieves his messages, however, an option may be given to second end user68bthat results in only the key portion being played back to second end user68b. As a result of selecting this option, the following message may be played for second end user68b:

Thus, second end user68bmay forego hearing the entire voice mail message in favor of hearing only those portions that are deemed by processor62to be key portions of significant interest to second end user68b.

It is readily apparent that such a system is especially helpful to end users68that receive lengthy voice mail messages that require note taking. Additionally, an end user68who isn't ready with a pencil when the voice mail message is initially retrieved, can gather a pencil and paper as the voice mail message is being played with the knowledge that the tagged portions will be repeated at the end of the message. Furthermore, because only the identified and bookmarked portions of the voice mail message are repeated, the end user68receiving the voice mail message need not listen to the entire message a second time to hear the key portions of the voice mail message repeated. Even further, where the playing of the tagged portions of the voice mail message is independent of the playing of the entire message, it is contemplated that the end user68need not listen to the entire message at all. Rather, the end user68may opt to hear only those portions of the voice mail message that are tagged as being of particular interest.

As another advantage, voice mail system26uses existing speech recognition technology to improve voice mail services. As described above, it is generally recognized that, to date, speech recognition technology has many short comings that prevent the reliable conversion of voice mail messages to text messages. For example, if in his voice mail message to second end user68b, first end user68arattles off the return number “555-1212”, existing speech recognition technology may only detect “5512-2.” However, voice mail system26uses speech recognition technology to identify the presence of and location of key portions in a speech string rather than to provide reliable verbatim text conversions of those key portions. Furthermore, because the positions of the key portions are pinpointed within the audio string, the replay of the key portions is more efficient than prior systems that allow the end user to manually skip through the voice mail message at n-second intervals.

As still another advantage, particular embodiments of the present invention, may result in the playing of the tagged portions of the voice mail message at a speed that is slower than a recorded speed. For example, when leaving the initial voice mail message for second end user68b, first end user68amay speak very quickly while reciting the number that second end user68bshould use to return the call. Often, end users speak their own phone numbers very quickly since they are reciting them from memory. Voice mail system26, however, may tag the call back phone number within the voice mail message. Upon play back by second end user68b, voice mail system26may use pitch-correct speed control to slow down the play back speed of the tagged portions to improve end user comprehension and transcription.

In still another embodiment, voice mail system26may use one or more tagged portions of a voice mail message to identify the subject of the voice mail message to second end user68bbefore play back of the message. One or more tagged portions may then be played to second end user68bbefore the full message is played. For example, upon retrieving his voice mail messages from voice mail system26, second end user68bmight hear “call from” followed by a tagged phone number phrase. Where the tagged “subject” portion of the voice mail message is played before the message is played in its entirety, the tagged portion may operate as an introduction to the voice mail message. The subject portion may then be used by second end user68bto identify the source of the voice mail message and/or the location of first end user68a. Second end user68bmay use this information when determining whether or not second end user68bdesires to listen to the voice mail message in its entirety.

Additionally, it will be recognized by those of ordinary skill in the art that voice mail system26is merely one example configuration of a voice mail system for handling and managing incoming calls to end users in communication system10. Accordingly, it is generally recognized that voice mail system10may include any number of processors, engines, queues, or memory modules to accomplish the functionality, features, and advantages described herein. Furthermore, processor62, memory66, and/or speech recognition engine64associated with voice mail system26may be centrally located (local) with respect to one another, or distributed throughout the associated communication network.

FIG. 3is a flowchart illustrating a method for handling a received and unanswered communication that includes the automatic replaying of tagged portions of voice mail message. The method begins at step100when a communication is received by a call manager24or other network device. Continuing with the example scenario described above, the communication may be received from a first end user68aassociated with first endpoint70aand may be directed to a second end user68bassociated second endpoint70b.

At step102, call manager24routes the incoming call to second endpoint70b. Upon receiving the incoming call, second endpoint70bmay be rung or otherwise notified of the incoming call at step104. A determination is then made at step106as to whether second endpoint70bhas answered the incoming call. If the call has been answered, the call is connected to second endpoint70bat step108and the method terminates. For example, using appropriate signaling, second endpoint70bmay communicate an off-hook indication to call manager24, and in response, call manager24may open the voice channel to second endpoint70b.

If it is determined that the call has not been answered, however, a further determination may be made at step110to identify whether a timeout has occurred with respect to the call. In particular embodiments, the call may time out after a specified duration or a specified number of rings. For example, the call may time out after second endpoint70bis rung for twenty seconds and remains unanswered. As another example, the call may time out after five rings if the call remains unanswered. If the call has not timed out, the method returns to step104where the extension associated with second endpoint70bis continually rung until it is either answered and connected or a time out has occurred.

Upon the determination at step110that a time out has occurred, call manager24redirects the call to voice mail system26at step112. Voice mail system26plays an outgoing message to first end user68aat step114. In particular embodiments, the outgoing message identifies the unavailability of second end user68band invites first end user68ato leave a voice mail message for second end user68b. If first end user68aleaves such a voice mail message, voice mail system26receives the incoming voice mail message at step116.

At step118, speech recognition engine64scans the incoming voice mail message for key words and phrases. Where appropriate, speech recognition engine64may convert the incoming voice mail message from an analog format to a digital format. The voice mail message may then be converted into a series of patterns that may be compared to a set of stored modules that include key words, phrases, numerals, or letters. In particular embodiments, speech recognition engine64may additionally or alternatively use isolated word and phrase recognition or key word spotting to identify any key words and phrases within a speech string of extraneous words.

The identified key words and phrases are bookmarked, or tagged, at step120. In particular embodiments, and as described in more detail above, the key words and phrases may be tagged by identifying offset positions that correspond with the locations of the key words and phrases in the incoming voice mail message.

At step122, the voice mail message and any tags are stored in memory66or another network database. The voice mail message and the tags may remain in memory66until a retrieve messages command is received from second end user68bat step124. Upon receiving such a command, the voice mail message may be retrieved from memory66. The tagged portions may then be played for second end user68bat step126. As described above, the playing of the tagged portions of the voice mail message may occur before or after the voice mail message is played in full or independent of the voice mail message altogether. Additionally, the playing of the tagged portions may occur automatically with no additional interaction from second end user68brequired or after a command is received from second end user68bthat requests that the tagged portions be played or replayed. In particular embodiments, the tagged portions may be played to second end user68bat a speed that is slower than the recorded speed. As a result, comprehension of the tagged portions by second end user68bmay be improved.

Thus, the flowchart and preceding description outline the operation of voice mail system26in providing the automated or user-requested playing of key portions of a voice mail message. However, it is generally recognized that some of the steps illustrated inFIG. 3may be combined, modified or deleted where appropriate, and additional steps may also be added to the flowchart. The flowchart and accompanying description illustrate only one exemplary method of operation. Any suitable techniques and elements for operating as a server or client to support centralized voicemail services in a distributed call management environment may be used. Thus, many of the steps in this flowchart may take place simultaneously and/or in different orders than as shown. Furthermore, although the present invention has been described in detail with reference to particular embodiments, it should be understood that various other changes, substitutions, and alterations may be made hereto without departing from the spirit and scope of the present invention. For example, although the present invention has been described with reference to a number of elements included within a communication system, these elements may be combined, rearranged or positioned in order to accommodate particular routing architectures or needs. In addition, any of these elements may be provided as separate external components to a communication system or to each other where appropriate. The present invention contemplates great flexibility in the arrangement of these elements as well as their internal components.