Voice extensions in a call-in center employing virtual restructuring for computer telephony integrated functionality
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United States of America Patent
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-
Mar 6, 2001
Grant Date -
N/A
app pub date -
Oct 14, 1997
filing date -
Feb 10, 1997
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
A multi-media call center has agent stations with telephones and multi-media computer platforms, wherein the telephones and computer platforms are connected by a bridge circuit adapted to allow audio data to be shared between the telephones and the computer platforms. The computer platforms are also adapted to process computer-simulated calls. In various embodiments all or portions of calls of either type may be recorded, pre-recorded audio may be played back to callers, the system may respond to pre-determined key phrases uttered by callers, and the system may respond to an agent's voice commands.
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