Automatic call distributor with automated voice responsive call servicing system and method
US5729600A · kind A · utility
Assignee
Inventors
Key dates
| Filing date | Jun 25, 1992 |
| Grant date | Mar 17, 1998 |
| Priority date | — |
| Expiry date | Jun 25, 2012 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2215/00
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
An automatic call distributor (10) with a switch (12) which interconnects customer telephonic units (14A) of an external telephonic network (14B) with an internal network of agent units (16) having an automated call servicing system including a voice response unit (18) with a plurality of stored scripts for servicing different types of calls from customers automatically in response to call type identification signals, such as Dial Number Identification System (DNIS) numbers, corresponding to the different types of calls associated with the different stored scripts of the voice response unit (18) to automatically service a plurality of different types of calls without customer prompting while also functioning to respond to customer prompting when no DNIS number or other call type identification is provided with the call.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.