Systems and methods for providing audio information to service agents
US7092506B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Apr 30, 2001 |
| Grant date | Aug 15, 2006 |
| Priority date | — |
| Expiry date | Aug 13, 2023 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/4936
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A system permits a customer service agent to receive and listen to an audio recording from a caller on a voice device (110), and thereby prepare to support the caller before connecting directly with him/her. The incoming call may originate on a public telephone network (120), and be received by a system (100). The system (100) may include one or more of an automatic call distributor/private branch exchange (130), a voice response unit (140), and a computer telephone integration server (160), and possibly a data device (180). The caller may be prompted to provide an audio message concerning the nature of the telephone call. Before being connected to the caller, the service agent may be provided with the audio message from the caller, possibly via the data device (180). After listening to the caller's previously recorded audio message and preparing to assist the caller, the agent and caller may then be directly connected together.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.