Telephonic communications – Audio message storage – retrieval – or synthesis – Multimedia system
Reexamination Certificate
2004-07-29
2010-10-05
Al Aubaidi, Rasha S (Department: 2614)
Telephonic communications
Audio message storage, retrieval, or synthesis
Multimedia system
C379S265020, C379S265090
Reexamination Certificate
active
07809118
ABSTRACT:
The method and apparatus is for converting messages and responses between text messages of a user and voice responses of at least one agent in an automatic contact distribution system having a plurality of agents. In one embodiment, the method includes sending a text message in a text format from first location via a network; receiving the text message from the network at a second location; and converting the text message from a text format to a voice message in a voice format. The method further includes converting a voice response in the voice format from an agent to a text response in the text format, the voice response being in response to the text message; and sending the text response from the second location to the first location via the network. Thus, the user appears to communicate with the agent on a text basis, and the agent appears to communicate with the user on a voice basis.
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Peters Michael
Saleh Nayel
Al Aubaidi Rasha S
Aspect Software, Inc.
Husch Blackwell Welsh & Katz
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