Method and apparatus for providing music to an agent during non-voice dialog communication in an automatic call distributor system
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United States of America Patent
Stats
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Mar 22, 2005
Grant Date -
May 15, 2003
app pub date -
Nov 13, 2001
filing date -
Nov 13, 2001
priority date (Note) -
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status (Latency Note)
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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.
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