Computer-telephony integration in a service provider environment
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United States of America Patent
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Jul 23, 2013
Grant Date -
Aug 4, 2011
app pub date -
Sep 10, 2009
filing date -
Sep 11, 2008
priority date (Note) -
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status (Latency Note)
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Abstract
One embodiment of the present invention provides a method and system for handling a telephone call. The method comprises receiving an incoming call at a computer-telephony server located as service provider equipment within a telephone network, followed by setting up a call from the computer-telephony server to a customer location. The customer location has a plurality of agents, each agent having an associated computer workstation. The call is forwarded at the customer location to a receiving agent selected from the plurality of agents. There is now communication between the computer-telephony server and one or more of the agents to allow the computer-telephony server to identify the receiving agent. The computer telephony server uses voice analytics on speech input from the receiving agent to identify the receiving agent.
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