Coordination of a telephony handset session with an e-mail session in a universal messaging system

A method for coordinating a telephone handset session with an e-mail session in a universal messaging system that comprises a voice messaging platform integrated with an electronic mail (e-mail) messaging platform, wherein the voice messaging platform interfaces to a telephone network to process calls from subscribers connected to the telephone network via telephone handsets, said method comprising the steps of:

• (a) receiving a call on the voice messaging platform placed by a subscriber from a telephone handset connected to the telephone network and processing the call on the voice messaging platform in accordance with a first call flow, the subscriber having an account on the e-mail messaging platform;
• (b) invoking from the first call flow, a second call flow that initiates access to the subscriber's account on the e-mail messaging platform, said second call flow executing in parallel with, and asynchronously of, said first call flow;
• (c) continuing to execute the first call flow while said second call flow is executing;
• (d) playing one or more prompts by the first call flow, as needed, to mask at least a portion of any delays experienced in receiving a response from the second call flow,
• (g) generating a timestamp at the time that access to the subscriber's e-mail account is initiated by the first call flow, the timestamp being passed to the second call flow so that it can be returned by the second call flow in any response provided to the first call flow;
• and
• (h) upon receiving a response from the second call flow, comparing a timestamp returned with the response to the original timestamp generated in step (g) to ensure that the response provided by the second call flow corresponds to the particular access initiated by the first call flow.

A universal messaging system comprising:

• a voice messaging platform interfaced to a telephone network;
• an application executing on the voice messaging platform that comprises at least a first call flow and a second call flow, the application processing calls received by the voice messaging platform from subscribers connected to the telephone network via telephone handsets in accordance with said first call flow;
• an e-mail platform comprising an e-mail server connected to a network external to the telephone network, selected subscribers of the voice messaging platform having respective accounts on the e-mail server in which e-mail messages of the subscribers are stored;
• and
• an interface component connected to the external network, the interface component providing access to the e-mail server via the external network upon request from the voice messaging platform,
• the first call flow invoking the second call flow to initiate access to a subscriber account on the e-mail messaging platform, the second call flow thereafter executing in parallel with, and asynchronously of, the first call flow and interacting with said interface component to access the subscriber account on the e-mail server of the e-mail messaging platform,
• the first call flow continuing to execute while the second call flow is executing and determining, at a given present state of the first call flow, whether a response is available from the second call flow and if a response is available, then processing the response, but if a response from the second call flow is not available due to a present delay at said given present state of the first call flow then playing one or more prompts, to mask at least a portion of the delay experienced in receiving a response from the second call flow, whereby said one or more prompts include an indication intelligible to said user indicating that a wait is in progress.

A universal messaging system comprising:

• a voice messaging platform interfaced to a telephone network;
• an application executing on the voice messaging platform that comprises at least a first call flow and a second call flow, the application processing calls received by the voice messaging platform from subscribers connected to the telephone network via telephone handsets in accordance with said first call flow;
• an e-mail platform comprising an e-mail server connected to a network external to the telephone network, selected subscribers of the voice messaging platform having respective accounts on the e-mail server in which e-mail messages of the subscribers are stored;
• and
• an interface component connected to the external network, the interface component providing access to the e-mail server via the external network upon request from the voice messaging platform,
• the first call flow invoking the second call flow to initiate access to a subscriber account on the e-mail messaging platform, the second call flow thereafter executing in parallel with, and asynchronously of, the first call flow and interacting with said interface component to access the subscriber account on the e-mail server of the e-mail messaging platform,
• the first call flow continuing to execute while the second call flow is executing and playing one or more prompts, as needed, to mask at least a portion of any delays experienced in receiving a response from the second call flow, and
• wherein the application executing on the voice messaging platform generates a timestamp at the time that access to a subscriber's e-mail account is initiated by the first call flow, the timestamp being passed to the second call flow so that it can be returned by the second call flow in any response provided to the first call flow, the application, upon receiving a response from the second call flow, compares a timestamp returned with the response to the original timestamp generated by the application to ensure that the response provided by the second call flow corresponds to the particular access initiated by the first call flow.