System and method for observing calls to a call center
US6970554B1 · kind B1 · utility
Assignees
Inventors
Key dates
| Filing date | Mar 4, 2002 |
| Grant date | Nov 29, 2005 |
| Priority date | — |
| Expiry date | Oct 18, 2023 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5175
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
An observation system for observation calls to a call center includes an automatic call director (ACD) unit, an interactive voice response (IVR) unit, and a recorder unit. The ACD receives incoming calls to the call center and also queues and switches the calls to various lines of the call center. The IVR unit is connected to the ACD unit and interacts with a caller via an interactive computer program in which the caller enters a response to a prompt and the response causes the interactive program to provide the caller with information or another prompt. The recorder unit records calls to the call center from beginning to end, including prompts made by the IVR unit, callers responses to the prompts, and information provided by the IVR unit to the callers.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.