Telephone call monitoring system

Details Telephone call monitoring system Telephone call monitoring system

2005-10-25

2005-10-25

Tieu, Benny (Department: 2642)

Telephonic communications

Centralized switching system

Call distribution to operator

Reexamination Certificate

active

06959079

ABSTRACT:
A monitoring system for monitoring agent telephonic interactions with customers and a method thereof is provided. The system may comprise a voice logger to receive and record audio of a telephone call received by the agent, a screen logger to receive and record video screen data associated with interactions of the agent with a computer during the telephone call and an event manager to determine whether the interactions meet at least one predefined monitoring condition.

REFERENCES:
patent: 5946375 (1999-08-01), Pattison et al.
patent: 6230197 (2001-05-01), Beck et al.
patent: 6263049 (2001-07-01), Kuhn

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