Telephonic communications – Audio message storage – retrieval – or synthesis – Interacting voice message systems
Reexamination Certificate
2006-02-28
2006-02-28
Hoosain, Allan (Department: 2645)
Telephonic communications
Audio message storage, retrieval, or synthesis
Interacting voice message systems
C379S088110, C379S088120, C379S088170, C379S265010, C379S265020, C379S265060, C379S265090
Reexamination Certificate
active
07006607
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.
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Viking Electronics, Telecommunications Peripheral Products, 1992 Catalog.
Boys Donald R.
Central Coast Patent Agency Inc
Genesys Telecommunications Laboratories , Inc.
Hoosain Allan
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