Method and apparatus for providing music to an agent during non-voice dialog communicationin an automatic call distributor system
First Claim
1. A system for directing music to agents corresponding to agent terminals of an automatic call distribution system during non-voice dialog communication between the agent and a caller, the automatic call distribution system configured to handle interactive voice dialog communication between the caller and the agent, the system comprising:
- a communication processor operatively incorporated into the automatic call distribution system and configured to facilitate sending and receiving non-voice dialog communication between the caller and the agent terminal, and to generate a signal indicating that the communication processor received the non-voice dialog communication request from the caller, the signal permitting the automatic call distribution system to track the non-voice dialog communication;
a music source operatively coupled to the automatic call distribution system;
the automatic call distribution system configured to select one or more agents to receive the non-voice dialog communication from the communication processor, and cause the non-voice dialog communication to be routed to the selected agents, such that music from the music source is directed to the selected agent during the non-voice dialog communication between the caller and the agent.
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Accused Products
Abstract
A method and apparatus for directing music to agents of an automatic call distributor (ACD) during non-voice dialog communication between the agent and a caller includes a communication processor operatively coupled to the ACD and operatively coupled to the agent terminals. The communication processor is configured to facilitate sending and receiving non-voice dialog communication between the caller and the agent terminal, and to transmit a signal to the ACD indicating that the communication processor received the non-voice dialog communication from the caller. The ACD is configured to select an agent to receive the non-voice dialog communication from the communication processor, and cause the non-voice dialog communication to be routed to the selected agent. A music source is operatively coupled to the ACD such that music from the music source is directed to the selected agent during the non-voice dialog communication between the caller and the agent.
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Citations
59 Claims
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1. A system for directing music to agents corresponding to agent terminals of an automatic call distribution system during non-voice dialog communication between the agent and a caller, the automatic call distribution system configured to handle interactive voice dialog communication between the caller and the agent, the system comprising:
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a communication processor operatively incorporated into the automatic call distribution system and configured to facilitate sending and receiving non-voice dialog communication between the caller and the agent terminal, and to generate a signal indicating that the communication processor received the non-voice dialog communication request from the caller, the signal permitting the automatic call distribution system to track the non-voice dialog communication;
a music source operatively coupled to the automatic call distribution system;
the automatic call distribution system configured to select one or more agents to receive the non-voice dialog communication from the communication processor, and cause the non-voice dialog communication to be routed to the selected agents, such that music from the music source is directed to the selected agent during the non-voice dialog communication between the caller and the agent. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17)
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18. A system for directing audio information to agents corresponding to agent terminals of an automatic call distribution system during non-voice dialog communication between the agent and a caller, the automatic call distribution system configured to handle interactive voice dialog communication between the caller and the agent, the system comprising:
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a communication processor operatively incorporated into the automatic call distribution system and configured to receive non-voice dialog communication from the caller, and to generate a signal indicating that the communication processor received the non-voice dialog communication, the signal permitting the automatic call distribution system to track the non-voice dialog communication;
an audio information source operatively coupled to the automatic call distribution system;
the automatic call distribution system configured to select one or more agents to receive the non-voice dialog communication from the communication processor, and cause the non-voice dialog communication to be routed to the selected agents, such that the audio information is directed to the selected agent during the non-voice dialog communication. - View Dependent Claims (19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37)
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38. A system for directing music to agents corresponding to agent terminals of an automatic call distribution system during non-voice dialog communication between the agent and a caller, the automatic call distribution system configured to handle interactive voice dialog communication between the caller and the agent, the system comprising:
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a graphics processing means operatively incorporated into the automatic call distribution system and configured to facilitate sending and receiving non-voice dialog communication between the caller and the agent terminal, and to generate a signal indicating that the graphics processing means received the non-voice dialog communication from the caller, the signal permitting the automatic call distribution system to track the non-voice dialog communication;
a music source operatively coupled to the automatic call distribution system;
the automatic call distribution system configured to select one or more agents to receive the non-voice dialog communication from the graphics processing means, and cause the non-voice dialog communication to be routed to the selected agents, such that music from the music source is directed to the selected agent during the non-voice dialog communication between the caller and the agent. - View Dependent Claims (39, 40, 41, 42, 43, 44, 45, 46, 47, 48, 49, 50, 51)
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52. A method for directing music to agents corresponding to agent terminals of an automatic call distribution system during non-voice dialog communication between the agent and a caller, the method comprising the steps of:
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configuring the automatic call distribution system to facilitate sending and receiving non-voice dialog communication and voice dialog communication between the caller and the agent terminal;
providing music to the automatic call distribution system;
selecting at least one agent of the automatic call distribution system to receive the non-voice dialog communication;
routing the non-voice dialog communication to the selected agent; and
directing the music to the selected agent during the non-voice dialog communication between the caller and the agent. - View Dependent Claims (53, 54, 55, 56, 57, 58, 59)
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Specification