Method and apparatus for enabling full interactive monitoring of

Details Method and apparatus for enabling full interactive monitoring of Method and apparatus for enabling full interactive monitoring of

1998-02-20

2000-04-04

Hong, Harry S.

Telephonic communications

Centralized switching system

Call distribution to operator

379 35, 379 9306, 379267, 379309, 379387, H04M 100, H04M 182, H04M 322, H04M 3523, H04M 1106

Patent

active

060470607

ABSTRACT:
An agent station at a telephony call center has a telephone and a computer platform with a sound card. The telephone has a speaker line connected to at least a microphone input at the sound card. In some instances the speaker line is connected to both the microphone and speaker ports of the sound card. Agent stations in the call center are interconnected on a LAN such that a supervisor at one station may monitor telephone conversations at another station having the connected telephone and sound card. In some instances a file-sharing application is used, allowing a supervisor to view a screen at the agent station as well as to monitor and participate in telephone conversations. The system provides a complete monitoring a service-observing capability in the call center.

REFERENCES:
patent: 5535256 (1996-07-01), Maloney et al.
patent: 5790635 (1998-08-01), Dezonno
patent: 5790798 (1998-08-01), Beckett, II et al.
patent: 5799067 (1998-08-01), Kikinis et al.

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