Telephone-receiving call center system

Details Telephone-receiving call center system Telephone-receiving call center system

2011-08-09

2011-08-09

Matar, Ahmad F (Department: 2614)

Telephonic communications

Audio message storage, retrieval, or synthesis

Dynamic audio signal recording or reproduction

C379S067100, C379S265020, C379S266100

Reexamination Certificate

active

07995710

ABSTRACT:
A call center system used for receiving incoming calls in accordance with the present information has a plurality of terminals, an incoming-call control apparatus and an exchange. Each of the terminals is accommodated by the exchange and includes a display unit as well as a telephone unit; an audio recording & playback unit for recording voices of a conversation between an operator operating the terminal and a caller making an call in a conversation-voice recording file and for playing back voices from the conversation-voice recording file and a response-information-creating unit for creating a response to an incoming call. Further each of the terminals includes a halfway-saving & saving unit for saving a halfway response being created in a halfway-response recording file and for saving a completed response in a response recording file; a saved-halfway-response-reading unit for reading out the halfway response from the halfway-response recording file; a saved-halfway-response-display unit for displaying a halfway response stored in the halfway-response recording file read out by the saved-halfway-response-reading unit on the display unit; and a status-notifying unit for reporting status of being able or unable to receive an incoming call to the incoming-call control apparatus.

REFERENCES:
patent: 5982857 (1999-11-01), Brady
patent: 6263049 (2001-07-01), Kuhn
patent: 08-214076 (1996-08-01), None
patent: 10-051550 (1998-02-01), None

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