Telephonic communications – Audio message storage – retrieval – or synthesis
Patent
1996-08-08
1998-03-17
Brown, Thomas W.
Telephonic communications
Audio message storage, retrieval, or synthesis
379213, 379218, 379266, H04M 350
Patent
active
057295930
ABSTRACT:
An announcement system 100 and method is provided which plays announcements recorded in the voice of an agent servicing a call routed by a telephonic switch 106 at substantially any time during the call. A call information circuit 136 detects information relating to the call, such as DNIS and ANI. This information is transmitted to a computer terminal 110 at which the agent is stationed and logged on. A CPU 120 may automatically select and play an announcement stored in a memory circuit 124 based on this information. Further, the agent may select and play an announcement at substantially anytime via an input device 112. The CPU 120 may select a particular announcement to play based on the time of day (morning, afternoon or evening) determined from a clock 130. An administrator system 128 permits an administrator to control the recording, storing and playing of announcements. In particular, the announcements may be stored in a remote storage medium 126 and downloaded to the memory circuit 124 when the agent logs in to the computer terminal 110. The administrator may draft scripts via a script circuit 132 which are read by the agent. The scripts are displayed to the agent via a script viewer 134.
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Baker Daniel F.
Harrington Noreen A.
Van Berkum Paul E.
Brown Thomas W.
Rockwell International Corporation
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