Method and apparatus enabling voice-based management of...

Details Method and apparatus enabling voice-based management of... Method and apparatus enabling voice-based management of...

2007-05-22

2007-05-22

Luu, Le Hien (Department: 2141)

Data processing: presentation processing of document, operator i

Operator interface

Audio user interface

C715S728000

Reexamination Certificate

active

10406511

ABSTRACT:
A network system for enabling voice interaction between communications-center applications and human agents remote from the center has a primary server connected to the network the server controlling at least one routing point used by the center, a secondary server connected to the network the secondary server for generating and serving voice extensible markup language, a voice gateway associated with the secondary server, the gateway for executing voice extensible markup language and recognizing speech input, and a software platform based in the primary server and distributed in part as a server application to the secondary server, the software suite functioning as a data transformation interface between the center applications and the gateway. In a preferred use agents and applications communicate bi-directionally using VXML.

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patent: 2003/0161448 (2003-08-01), Parolkar et al.
patent: 2003/0212558 (2003-11-01), Matula
patent: 1 193 961 (2002-04-01), None
patent: 1 408 678 (2004-04-01), None
patent: WO 00/16203 (2000-03-01), None

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