Importance

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Abstract

Methods and apparatus are provided for enabling an operator to provide pre-recorded information to a customer in an interactive manner. The methods and apparatus utilize an audio storage medium which contains one or more audio information segments that can be accessed and played by an audio device without playing any of the other audio information segments. The audio device is coupled directly to the telephone network via interface circuitry which, among other things, matches the impedance of the audio output of the device to the impedance of the telephone network. Once a telephone call has been established between the operator and the customer, if the customer desires more information, the operator utilizes the audio device to select the appropriate audio information segment from the audio storage medium. It is important to note that when the operator plays the selected segment, both the operator and the customer remain listening. After the segment has been played, the operator can follow up on the information played and answer any further questions the customer may have.

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First Claim