Method and apparatus for enabling full interactive monitoring of calls to and from a call-in center
US6408064B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Mar 31, 2000 |
| Grant date | Jun 18, 2002 |
| Priority date | — |
| Expiry date | Mar 31, 2020 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M7/12
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
An agent station at a telephone call center has a telephone and a computer platform with a sound card. The telephone has a speaker line connected to at least a microphone input at the sound card. In some instances the speaker line is connected to both the microphone and speaker ports to the sound card. Agent stations in the call center are interconnected on a LAN such that a supervisor at one station may monitor telephone conversations at another station having the connected telephone and sound card. In some instances a file-sharing application is used, allowing a supervisor to view a screen at the agent station as well as to monitor and participate in telephone conversations. The system provides a complete monitoring a service-observing capability in the call center.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.