Media translator for transaction processing system

US7058578B2 · kind B2 · utility

Assignee

• Rockwell Electronic Commerce Technologies, LLC · US

Inventors

• Mark Michelson · Elburn, US
• Roger Sumner · Batavia, US
• Mark Power · Carol Stream, US
• Carlo Bonifazi · Woodridge, US
• Jeffrey Hodson · Wheaton, US
• Craig Shambaugh · Wheaton, US
• Robert Beckstrom · Bolingbrook, US
• Anthony Dezonno · Bloomingdale, US

Key dates

• Filing date: Sep 24, 2002
• Grant date: Jun 6, 2006
• Expiry date: Jan 26, 2025

Classification

• Technology area (CPC G): Physics
• CPC primary: G06Q10/10
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

A media handler is used in a transaction processing system, where the system is configured to route incoming calls from callers to agents associated with the transaction processing system, and the incoming calls are based on voice-mode communication and text-mode communication. The media handler includes a media translator operatively incorporated into the transaction processing system and configured to facilitate translation between the voice-mode communication and the text-mode communication. An agent preference setting is selectable by the agent between a voice-mode and a text-mode. Also included is a speech recognition unit configured to convert the voice-mode communication to the text-mode communication and a speech synthesizer configured to convert the text-mode communication to the voice-mode communication.