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Method and Apparatus for Distributed Interactive Voice Processing

  • US 20070291924A1
  • Filed: 08/27/2007
  • Published: 12/20/2007
  • Est. Priority Date: 05/07/2002
  • Status: Active Grant
First Claim
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1. A distributed interactive voice processing system, comprising:

  • a plurality of agent terminals each employed by a corresponding human agent associated with a call center, wherein at least one of said agent terminals provides at least one automated interactive voice response (IVR) channel; and

    a call management system to distribute communications from a centralized IVR queue to said at least one automated IVR channel, wherein said call management system maintains an availability status of said at least one automated IVR channel and routes one or more calls from said centralized IVR queue to said at least one automated IVR channel.

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