Voice extensions in a call-in center employing virtual restructuring for computer telephony integrated functionality

US6198739A · kind A · utility

Assignee

• Genesys Telecommunications Laboratories, Inc. · US

Inventors

• Igor Neyman · Palo Alto, US
• Myhailo Barskyy · San Francisco, US
• Alec Miloslavsky · Hillsborough, US
• Oleg Bondarenko · San Francisco, US
• Valeriy Issayev · San Bruno, US
• Andrei Petrov · Palo Alto, US
• Pavel Karpenko · Walnut Creek, US

Key dates

• Filing date: Oct 14, 1997
• Grant date: Mar 6, 2001
• Expiry date: Oct 14, 2017

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04M2242/22
• WIPO field: Telecommunications
• WIPO sector: Electrical engineering

Abstract

A multi-media call center has agent stations with telephones and multi-media computer platforms, wherein the telephones and computer platforms are connected by a bridge circuit adapted to allow audio data to be shared between the telephones and the computer platforms. The computer platforms are also adapted to process computer-simulated calls. In various embodiments all or portions of calls of either type may be recorded, pre-recorded audio may be played back to callers, the system may respond to pre-determined key phrases uttered by callers, and the system may respond to an agent's voice commands.