WO2001074035A3 - Method and apparatus for recording and automated playback of personal agent greetings in a communication-center environment - Google Patents

Method and apparatus for recording and automated playback of personal agent greetings in a communication-center environment Download PDF

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Publication number
WO2001074035A3
WO2001074035A3 PCT/US2001/007211 US0107211W WO0174035A3 WO 2001074035 A3 WO2001074035 A3 WO 2001074035A3 US 0107211 W US0107211 W US 0107211W WO 0174035 A3 WO0174035 A3 WO 0174035A3
Authority
WO
WIPO (PCT)
Prior art keywords
agent
telephony
cti
processor
calls
Prior art date
Application number
PCT/US2001/007211
Other languages
French (fr)
Other versions
WO2001074035A2 (en
Inventor
Gustovo Manuel Marin Da Garcia
Original Assignee
Genesys Telecomm Lab Inc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Genesys Telecomm Lab Inc filed Critical Genesys Telecomm Lab Inc
Priority to JP2001571629A priority Critical patent/JP2003529292A/en
Priority to AU2001242006A priority patent/AU2001242006A1/en
Priority to EP01913330A priority patent/EP1275237A4/en
Publication of WO2001074035A2 publication Critical patent/WO2001074035A2/en
Publication of WO2001074035A3 publication Critical patent/WO2001074035A3/en

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/30—Aspects of automatic or semi-automatic exchanges related to audio recordings in general
    • H04M2203/306—Prerecordings to be used during a voice call
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2242/00—Special services or facilities
    • H04M2242/22—Automatic class or number identification arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42034—Calling party identification service
    • H04M3/42042—Notifying the called party of information on the calling party
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42085—Called party identification service
    • H04M3/42102—Making use of the called party identifier
    • Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y10—TECHNICAL SUBJECTS COVERED BY FORMER USPC
    • Y10S—TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y10S379/00—Telephonic communications
    • Y10S379/908—Multimedia

Abstract

A system (9) for presenting a recorded message on behalf of an agent receiving a call at an agent station (51) in a call center (15), the agent station (51) having a telephony interface for receiving calls and a personal computer with a video display unit (PC/VDU), has a telephony switching apparatus (27) enhanced by a computer-telephony integration (CTI) processor (31), an Interactive Voice Response (IVR) system executing a voice treatment option (VTO) software, coupled to the telephony switching apparatus (27) and the CTI processor (31); and a data repository (47) having recorded messages stored on behalf of the agent and accessible to the CTI processor (31). The CTI processor (31) routes incoming calls to the telepony 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 (23) anddata network telephony (13), such as over the Internet.

Description

Figure imgf000002_0001
Form PCT/ISA/210 (second sheet) (July 1998)*
PCT/US2001/007211 2000-03-29 2001-03-06 Method and apparatus for recording and automated playback of personal agent greetings in a communication-center environment WO2001074035A2 (en)

Priority Applications (3)

Application Number Priority Date Filing Date Title
JP2001571629A JP2003529292A (en) 2000-03-29 2001-03-06 Method and apparatus for recording and automated playback of personal agent greetings in a communication center environment
AU2001242006A AU2001242006A1 (en) 2000-03-29 2001-03-06 Method and apparatus for recording and automated playback of personal agent greetings in a communication-center environment
EP01913330A EP1275237A4 (en) 2000-03-29 2001-03-06 Method and apparatus for recording and automated playback of personal agent greetings in a communication-center environment

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US09/538,112 2000-03-29
US09/538,112 US6442247B1 (en) 2000-03-29 2000-03-29 Method and apparatus for recording and automated playback of personal agent greetings in a communication-center environment

Publications (2)

Publication Number Publication Date
WO2001074035A2 WO2001074035A2 (en) 2001-10-04
WO2001074035A3 true WO2001074035A3 (en) 2002-03-07

Family

ID=24145541

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US2001/007211 WO2001074035A2 (en) 2000-03-29 2001-03-06 Method and apparatus for recording and automated playback of personal agent greetings in a communication-center environment

Country Status (5)

Country Link
US (2) US6442247B1 (en)
EP (1) EP1275237A4 (en)
JP (1) JP2003529292A (en)
AU (1) AU2001242006A1 (en)
WO (1) WO2001074035A2 (en)

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Also Published As

Publication number Publication date
US6442247B1 (en) 2002-08-27
US20030007612A1 (en) 2003-01-09
WO2001074035A2 (en) 2001-10-04
EP1275237A4 (en) 2004-06-30
EP1275237A2 (en) 2003-01-15
US7006607B2 (en) 2006-02-28
AU2001242006A1 (en) 2001-10-08
JP2003529292A (en) 2003-09-30

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