Method and apparatus for providing music to an agent during non-voice dialog communication in an automatic call distributor system
US6870925B2 · kind B2 · utility
Assignee
Inventor
Key dates
| Filing date | Nov 13, 2001 |
| Grant date | Mar 22, 2005 |
| Priority date | — |
| Expiry date | Oct 21, 2023 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/352
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method and apparatus for directing music to agents of an automatic call distributor (ACD) during non-voice dialog communication between the agent and a caller includes a communication processor operatively coupled to the ACD and operatively coupled to the agent terminals. The communication processor is configured to facilitate sending and receiving non-voice dialog communication between the caller and the agent terminal, and to transmit a signal to the ACD indicating that the communication processor received the non-voice dialog communication from the caller. The ACD is configured to select an agent to receive the non-voice dialog communication from the communication processor, and cause the non-voice dialog communication to be routed to the selected agent. A music source is operatively coupled to the ACD such that music from the music source is directed to the selected agent during the non-voice dialog communication between the caller and the agent.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.