Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2006-08-15
2006-08-15
Tieu, Benny Q. (Department: 2642)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S266010
Reexamination Certificate
active
07092506
ABSTRACT:
A system permits a customer service agent to receive and listen to an audio recording from a caller on a voice device (110), and thereby prepare to support the caller before connecting directly with him/her. The incoming call may originate on a public telephone network (120), and be received by a system (100). The system (100) may include one or more of an automatic call distributor/private branch exchange (130), a voice response unit (140), and a computer telephone integration server (160), and possibly a data device (180). The caller may be prompted to provide an audio message concerning the nature of the telephone call. Before being connected to the caller, the service agent may be provided with the audio message from the caller, possibly via the data device (180). After listening to the caller's previously recorded audio message and preparing to assist the caller, the agent and caller may then be directly connected together.
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Bers Joshua
Peterson Patrick
Roberts Michael
Russell William
Smith Lawrence R.
Suchyta, Esq. Leonard C.
Tieu Benny Q.
Verizon Corporate Services Group Inc.
Wall, Esq. Joel W
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