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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May 6, 2003
Grant Date -
N/A
app pub date -
Apr 3, 1997
filing date -
Apr 3, 1997
priority date (Note) -
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Abstract
An agent station for a call-in center has a telephone for an agent's use connected by a communication link with a computer workstation adapted for providing voice extensions, including one or more of call recording, playback of pre-recorded voice files to the telephone during a telephone call, and voice-activated functions. The agent station can be adapted to a call-in center wherein the computer workstations are connected on a local area network (LAN) together with a computer processor running a telephony server (T-Server). In some embodiments the T-Server may provide voice extensions in conjunction with a database accessible on the LAN.
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