Method for processing calls in a call center with automatic answering
First Claim
1. A method for processing calls in a call center with automatic answering, comprising the steps of:
- signaling an agent with a signal;
determining whether the agent responds orally to the signal by checking for speech activity of the agent; and
if the agent responds to the signal, answering the call automatically for the agent.
2 Assignments
0 Petitions
Accused Products
Abstract
In a call center with automatic answering, the availability of an agent is verified in order to prevent open connections when the agent unexpectedly leaves his or her station and fails to give proper notice. Verification may be provided by sensing speech activity of the agent when greeting a calling party or in response to an incoming-call signal. In other embodiments, verification may be provided by checking an audio device allocated to the agent, for example checking whether the agent is wearing his or her headset, or whether the headset is operably connected to the call center.
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Citations
15 Claims
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1. A method for processing calls in a call center with automatic answering, comprising the steps of:
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signaling an agent with a signal;
determining whether the agent responds orally to the signal by checking for speech activity of the agent; and
if the agent responds to the signal, answering the call automatically for the agent. - View Dependent Claims (2, 3, 4)
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5. A method for processing calls in a call center with automatic answering, comprising the steps of:
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answering an incoming call from a calling party automatically for an agent;
determining whether the agent responds orally to the call by checking for speech activity of the agent after the call is answered; and
if the agent does not respond orally to the call, returning the call to queue. - View Dependent Claims (6, 7)
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8. A method for processing calls in a call center with automatic answering, comprising the steps of:
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checking an audio device allocated to an agent to determine whether the agent is available to respond to a call;
if the agent is available, answering the call automatically for the agent;
if the agent is determined to be unavailable, returning the call to queue. - View Dependent Claims (9, 10, 11)
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12. A method for processing calls in a call center with automatic answering, comprising the steps of:
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answering an incoming call automatically for an agent;
checking an audio device allocated to the agent, after the call is answered automatically, to determine whether the agent is available to respond to the call; and
if the agent is not available, returning the call to queue. - View Dependent Claims (13, 14, 15)
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Specification