Importance

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Abstract

An apparatus 200 and method for detecting when an interruption occurs between an agent associated with a telephonic switch, such as an automatic call distributor 100, and a caller during an incoming telephone call. The automatic call distributor 100 routes incoming telephone calls generated by callers at external telephonic units 102 to agents located at agent telephonic units 106. Additional information concerning incoming telephone calls is displayed to the agents on agent terminals 118. The apparatus 200 includes a detection circuit 210 for detecting when an agent and a caller are concomitantly talking during an incoming telephone call. A caller audio signal detector 216 detects caller audio signals representative of the speech of a caller on a first bus 204 in the automatic call distributor 100. Similarly, an agent audio signal detector 222 detects agent audio signals representative of the speech of an agent on a second bus 208 in the automatic call distributor 100. When speech is simultaneously detected on both the first and second busses 204 and 208, an interruption has occurred. Detected interruptions may be reported to a supervisor via supervisor terminal 108 and/or to the agent via agent terminal 118.

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First Claim