Importance

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Abstract

In cooperation with a public telephone network, an automated call processing system incorporates an audio response unit and a computer for effectively relaying calls to a manually attended terminal. Individual calls are assigned unique call reference numbers which are stored along with pertinent information of the call. If a call relay is commanded, the computer actuates a PBX to establish a secondary connection through the telephone network to an attended CRT terminal. Using the secondary connection, the operator at the terminal is given the reference number which addresses the call data fetching it to the terminal for use by the operator. As a final operation, the secondary communication path is bridged placing the operator at the attended terminal in communication with a caller through the original connection established through the audio response unit.

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First Claim