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Calling system and method

  • US 5,533,103 A
  • Filed: 06/07/1995
  • Issued: 07/02/1996
  • Est. Priority Date: 04/28/1994
  • Status: Expired due to Term
First Claim
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1. An automated calling system which stores a digital voice record of at least a portion of a conversation between an agent and a customer from which digital voice record an audible version of said conversation can be recreated for verification of a data input by the agent to a customer record in response to the conversation, comprising in combination:

  • an agent telephone set, and an agent station including an agent data input means, and an agent data display means;

    call processor means;

    call manager means;

    a first data link establishing a two way data communications link between said call manager means and said agent data input means and said agent data display means;

    a second data link establishing two way data communications between said call processor means and said call manager means;

    said call processor means connecting a telephone trunk to said agent telephone set to establish a two way voice communication link between the customer and the agent telephone set;

    means to store customer records;

    said call manager means transmitting over said first data link customer record data to said agent data display means from said means to store customer records and storing, in said means to store customer records, changes to said customer data inputted from said agent data input means;

    a digital voice recorder means;

    a voice communications link between said call processor means and said digital voice recorder means;

    said call manager means transmitting over said second data link a begin recording command, to said call processor means in response to an input to begin recording from said agent station to said call manager means over said first data link;

    said call processor means transmitting said at least a portion of said conversation between the agent and the customer over said voice communications link to said digital voice recorder means;

    said call manager means transmitting a customer identifier and an agent identifier to said digital voice recorder means; and

    said digital voice recorder means recording said digital voice record of said at least a portion of said conversation, along with said customer identifier and said agent identifier.

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