发明授权
US07092506B1 Systems and methods for providing audio information to service agents
有权
向服务代理提供音频信息的系统和方法
- 专利标题： Systems and methods for providing audio information to service agents
- 专利标题（中）： 向服务代理提供音频信息的系统和方法
-
申请号： US09845486申请日： 2001-04-30
-
公开(公告)号： US07092506B1公开(公告)日： 2006-08-15
- 发明人: Joshua Bers , Patrick Peterson , Michael Roberts , William Russell , Lawrence R. Smith
- 申请人： Joshua Bers , Patrick Peterson , Michael Roberts , William Russell , Lawrence R. Smith
- 申请人地址： US NY New York
- 专利权人： Verizon Corporate Services Group Inc.
- 当前专利权人： Verizon Corporate Services Group Inc.
- 当前专利权人地址： US NY New York
- 代理机构： Rader, Fishman & Grauer PLLC
- 代理商 Leonard C. Suchyta, Esq.; Joel W Wall, Esq.
- 主分类号： H04M3/00
- IPC分类号： H04M3/00 ; H04M5/00
摘要：
A system permits a customer service agent to receive and listen to an audio recording from a caller on a voice device (110), and thereby prepare to support the caller before connecting directly with him/her. The incoming call may originate on a public telephone network (120), and be received by a system (100). The system (100) may include one or more of an automatic call distributor/private branch exchange (130), a voice response unit (140), and a computer telephone integration server (160), and possibly a data device (180). The caller may be prompted to provide an audio message concerning the nature of the telephone call. Before being connected to the caller, the service agent may be provided with the audio message from the caller, possibly via the data device (180). After listening to the caller's previously recorded audio message and preparing to assist the caller, the agent and caller may then be directly connected together.