Voice extensions in a call-in center employing virtual restructuring for computer telephony integrated functionality
US6560328B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Apr 3, 1997 |
| Grant date | May 6, 2003 |
| Priority date | — |
| Expiry date | Apr 3, 2017 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04Q2213/13546
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
An agent station for a call-in center has a telephone for an agent's use connected by a communication link with a computer workstation adapted for providing voice extensions, including one or more of call recording, playback of pre-recorded voice files to the telephone during a telephone call, and voice-activated functions. The agent station can be adapted to a call-in center wherein the computer workstations are connected on a local area network (LAN) together with a computer processor running a telephony server (T-Server). In some embodiments the T-Server may provide voice extensions in conjunction with a database accessible on the LAN.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.