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Communications and control arrangement and operating method for said arrangement

  • US 20030133563A1
  • Filed: 12/20/2002
  • Published: 07/17/2003
  • Est. Priority Date: 12/20/2001
  • Status: Abandoned Application
First Claim
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1. A communications and control arrangement of a call center, with a telecommunications system, a plurality of agent workstations, each having a telecommunications terminal device and a data terminal device, and an automatic announcement unit connected via a local area network to the agent workstations, comprising:

  • a speech recognition unit provided centrally in the telecommunications system and/or locally in the data terminal devices of the agent workstations; and

    a process control unit connected to and interacting with the local or central speech recognition unit and the announcement unit is provided in the data terminal devices.

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