System and method of using a phone to access information in...

Details System and method of using a phone to access information in... System and method of using a phone to access information in...

2000-09-29

2011-10-18

Phan, Joseph T (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S032010

Reexamination Certificate

active

08041023

ABSTRACT:
A system and method of using voice to access information in a call center is disclosed. Providing a voice response server to handle requests from local and remote administrators allows a call center to be managed even when administrators are physically distant from the call center. The voice response server may adhere to VoiceXML to process requests for call center information from administrators.

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“Call Center Command Server Definition”, Analysis and High Level Design, Rockwell Electronic Commerce, Aug. 12, 1998, 44 pgs.

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