Annoucement system and method in a telephone call switching system

• US 5,729,593 A
• Filed: 08/08/1996
• Issued: 03/17/1998
• Est. Priority Date: 08/08/1996
• Status: Expired due to Term

• Current Assignee: Firstpoint Contact Technologies, LLC (Alvaria Incorporated)
• Original Assignee: Rockwell International Corporation
• Inventors: Baker, Daniel F., Van Berkum, Paul E., Harrington, Noreen A.
• Primary Examiner(s): BROWN, THOMAS
• Application Number:
  US08/689,472
• Time in Patent Office: 586 Days
• Field of Search: 379/88, 379/89, 379/67, 379/210, 379/213, 379/214, 379/212, 379/201, 379/265, 379/266, 379/218
• US Class Current: 379/88.19
• CPC Class Codes: H04M 3/487 Arrangements for providing information services, e.g. recorded voice services or time announcements
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends

Abstract

An announcement system 100 and method is provided which plays announcements recorded in the voice of an agent servicing a call routed by a telephonic switch 106 at substantially any time during the call. A call information circuit 136 detects information relating to the call, such as DNIS and ANI. This information is transmitted to a computer terminal 110 at which the agent is stationed and logged on. A CPU 120 may automatically select and play an announcement stored in a memory circuit 124 based on this information. Further, the agent may select and play an announcement at substantially anytime via an input device 112. The CPU 120 may select a particular announcement to play based on the time of day (morning, afternoon or evening) determined from a clock 130. An administrator system 128 permits an administrator to control the recording, storing and playing of announcements. In particular, the announcements may be stored in a remote storage medium 126 and downloaded to the memory circuit 124 when the agent logs in to the computer terminal 110. The administrator may draft scripts via a script circuit 132 which are read by the agent. The scripts are displayed to the agent via a script viewer 134.

Claims

1. An announcement system coupled to an automatic call distributor for playing recorded announcements during an incoming telephone call received from a public switch telephone network and routed by a telephonic switch of the automatic call distributor to an agent, the announcement system comprising:

an interface circuit which receives the incoming call from the telephonic switch of the automatic call distributor and couples an audio portion of the incoming call to the agent;

an administrator system which receives call data about the incoming call through a separate connection with the telephonic switch; and

a personal computer coupled to the interface circuit and administrator system which couples a selected announcement of a plurality of recorded announcements stored within the personal computer to the incoming call based upon an announcement selection message transferred from one of the agent and administrator system, such personal computer further comprising;

a recording device for recording the plurality of announcements in a voice of the agent;

a storage device for storing the plurality of announcements within the personal computer;

a selection circuit for selecting one of the announcements based upon the announcement selection message; and

a playback system for playing the selected one of the announcements in the voice of the agent through the interface circuit from a driver circuit within the personal computer at substantially any time during the incoming telephone call.

2. The announcement system as recited in claim 1 wherein the selection circuit comprises means for selecting one of the announcements at substantially any time during the incoming telephone call.

3. The announcement system as recited in claim 1 wherein the selection circuit comprises:

automatic selection means for automatically selecting which one of the announcements to play during the incoming telephone call.

4. The announcement system as recited in claim 3 wherein the automatic selection means comprises

means for detecting dialed number identification service information relating to the incoming telephone call, and wherein

the automatic selection means automatically selects which one of the announcements to play based on the dialed number identification service information.

5. The announcement system as recited in claim 3 comprising:

a timing circuit for determining a time of day; and

wherein,

the automatic selection means automatically selects the one of the announcements based on the time of day.

6. The announcement system as recited in claim 5 wherein the automatic selection means comprises:

means for automatically selecting the one of the announcements based on whether the incoming telephone call is received in the morning, afternoon or evening.

7. The announcement system as recited in claim 1 wherein the storage device comprises:

a code circuit for storing the announcements in pulse code modulated format.

8. The announcement system as recited in claim 1 comprising:

a line monitor for detecting when the incoming telephone call is terminated; and

wherein

the playback system automatically terminates playing the one of the announcements when the incoming telephone call is terminated.

9. The announcement system as recited in claim 1 wherein the recording device comprises:

a script system for selecting and displaying scripts to the agent for the agent to follow when recording the announcements.

10. The announcement system as recited in claim 1 wherein the playback system comprises:

means for automatically playing one of the announcements at the beginning of the incoming telephone call.

11. The announcement system as recited in claim 10 wherein the playback system comprises:

means for detecting information relating to the incoming telephone call; and

wherein

the playback system plays the one of the announcements based on the information.

12. A method for playing recorded announcements during an incoming telephone call routed by a telephonic switch of an automatic call distributor to an agent comprising the steps of:

recording announcements in a voice of an agent from a script dictated through an administrator system and displayed on a screen of a personal computer used by the agent;

storing the announcements in a memory of the personal computer;

selecting one of the announcements based upon announcement selection data forwarded to the personal computer from one of an agent'"'"'s keyboard and the administrator system; and

playing the selected one of the announcements in the voice of the agent substantially any time during the incoming telephone call.

13. The method as recited in claim 12 wherein the step of storing the announcements comprises the step of storing the announcements in a digital format.

14. The method as recited in claim 13 wherein the step of storing the announcements comprises the step of storing the announcements in pulse code modulated format.

15. The method as recited in claim 12 wherein the step of selecting one of the announcements comprises the steps of:

detecting a time of day; and

selecting the one of the announcements based on the time of day.

16. The method as recited in claim 15 wherein the step of detecting the time of day comprises the step of determining whether the time of day is morning, afternoon or evening.

17. The method as recited in claim 12 wherein the step of selecting one of the announcements comprises the step of selecting by the agent one of the announcements to be played.

18. The method as recited in claim 12 wherein the step of selecting one of the announcements comprises the step of automatically selecting one of the announcements upon receipt of the incoming telephone call by the agent based on information relating to the incoming telephone call.

19. An announcement system coupled to an automatic call distributor for playing recorded announcements during an incoming telephone call received from a public switch telephone network and routed by a telephonic switch of the automatic call distributor to the agent, such announcement system comprising:

an interface circuit which receives the incoming call from the telephone switch of the automatic call distributor and couples an audio portion of the incoming call to the agent;

an administrator system which receives call data about the incoming call through a separate connection with the telephonic switch; and

a personal computer coupled to the interface circuit and administrator system which couples a recorded announcement of a plurality of recorded announcements stored in the personal computer to the incoming call through the interface circuit based upon an announcement selection message from one of the agent and administrator system.

20. The announcement system as in claim 19 further comprising a keyboard for entry of an announcement selection message by the agent.

21. The announcement system as in claim 19 wherein the administrator system further comprises a decoder which decodes DNIS information from the call data transferred from the public switch telephone network.

22. The announcement system as in claim 21 further comprising an announcement selection processor within the personal computer which selects an announcement based upon one of the DNIS data transferred from the decoder of the administrator system and the keyboard.