Title:
【発明の名称】コミュニケーションセンタ環境におけるパーソナルエージェントの挨拶の記録及び自動化されたプレイバックのための方法及び装置
Document Type and Number:
Japanese Patent JP2003529292
Kind Code:
A
Abstract:
A system for presenting a recorded message on behalf of an agent receiving a call at an agent station in a call center, the agent station having a telephony interface for receiving calls and a personal computer with a video display unit (PC/VDU), has a telephony switching apparatus enhanced by a computer-telephony integration (CTI) processor, an Interactive Voice Response (IVR) system executing a voice treatment option (VTO) software, coupled to the telephony switching apparatus and the CTI processor; and a data repository having recorded messages stored on behalf of the agent and accessible to the CTI processor. The CTI processor routes incoming calls to the telephony interface for the agent, uses data associated with the calls for selecting appropriate recorded messages, and causes, by controlling the IVR, a retrieved recorded message to be played to a caller upon the agent picking up the routed call. The system is useful with both conventional telephone systems and data network telephony, such as over the Internet.
Inventors:
Garcia, Gastovo Manuel Marine Demil
Application Number:
JP2001571629A
Publication Date:
September 30, 2003
Filing Date:
March 06, 2001
Export Citation:
Assignee:
Genesis Telecommunications Laboratories, Inc.
International Classes:
H04M3/42; H04M3/51; (IPC1-7): H04M3/42; H04M3/51
Attorney, Agent or Firm:
Yoshio Kawaguchi (4 outside)