Voice extensions in a call-in center employing virtual restructuring for computer telephony integrated functionality

• US 6,560,328 B1
• Filed: 04/03/1997
• Issued: 05/06/2003
• Est. Priority Date: 04/03/1997
• Status: Expired due to Term

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Karpenko, Pavel, Issayeo, Valeriy, Petrov, Andre, Bondarenko, Oleg, Neyman, Igor
• Primary Examiner(s): Hoosain, Allan
• Application Number:
  US08/833,340
• Time in Patent Office: 2,224 Days
• Field of Search: 379/67, 379/88, 379/89, 379/67.1, 379/32.01, 379/88.01, 379/88.02, 379/88.03, 379/88.04, 379/100.05, 379/265.01, 379/265.02, 379/265.06, 379/265.07, 379/88.13, 379/88.17, 379/265.09
• US Class Current: 379/265.02
• CPC Class Codes: H04L 65/1094 Inter-user-equipment sessions transfer or sharing
• CPC Class Codes: H04L 65/1101 Session protocols
• CPC Class Codes: H04L 65/401 wherein the services involve a main real-time session and one or more additional parallel real-time or time sensitive sessions, e.g. white board sharing or spawning of a subconference
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13091 CLI, identification of calling line
• CPC Class Codes: H04Q 2213/13092 Scanning of subscriber lines, monitoring
• CPC Class Codes: H04Q 2213/13093 Personal computer, PC
• CPC Class Codes: H04Q 2213/13106 Microprocessor, CPU
• CPC Class Codes: H04Q 2213/13107 Control equipment for a part of the connection, distributed control, co-processing
• CPC Class Codes: H04Q 2213/13141 Hunting for free outlet, circuit or channel
• CPC Class Codes: H04Q 2213/13175 Graphical user interface [GUI], WWW interface, visual indication
• CPC Class Codes: H04Q 2213/1322 PBX
• CPC Class Codes: H04Q 2213/13345 Intelligent networks, SCP
• CPC Class Codes: H04Q 2213/13378 Speech recognition, speech analysis
• CPC Class Codes: H04Q 2213/13389 LAN, internet
• CPC Class Codes: H04Q 2213/13399 Virtual channel/circuits
• CPC Class Codes: H04Q 2213/13546 Intelligent Peripheral
• CPC Class Codes: H04Q 3/0029 Provisions for intelligent networking
• CPC Class Codes: H04Q 3/64 Distributing or queueing
• CPC Class Codes: H04Q 3/72 : Finding out and indicating number of calling subscriber

Abstract

An agent station for a call-in center has a telephone for an agent'"'"'s use connected by a communication link with a computer workstation adapted for providing voice extensions, including one or more of call recording, playback of pre-recorded voice files to the telephone during a telephone call, and voice-activated functions. The agent station can be adapted to a call-in center wherein the computer workstations are connected on a local area network (LAN) together with a computer processor running a telephony server (T-Server). In some embodiments the T-Server may provide voice extensions in conjunction with a database accessible on the LAN.

Claims

1. A telephony call-in center, comprising:

a plurality of agent stations, individual ones of the agent stations having a computer workstation with an integrated telephone;

a local area network (LAN) connecting the computer workstations at the agent stations;

an input interface at the computer workstations, adapted for agents to control recording of portions of telephone calls conducted on the integrated telephones; and

a computer-telephony integration (CTI) server connected on the LAN;

wherein the CTI server provides CTI functions through interaction over the LAN with the integrated telephones at the computer workstations, the functions provided including recording of active calls between agents and callers at the computer workstations, through interaction with control routines at the computer workstations.

7. The agent station of claim 1 wherein the control routines respond to voice commands spoken by an agent at the integrated telephone.

8. The agent station of claim 1 wherein the control routines respond to specific words and phrases uttered by a caller in a call at the integrated telephone with pre-recorded audio phrases.

2. A telephony call-in center, comprising:

a plurality of agent stations, individual ones of the agent stations having a computer workstation with an integrated telephone;

a local area network (LAN) connecting the computer workstations at the agent stations; and

a computer-telephony integration (CTI) server connected on the LAN;

wherein the CTI server provides CTI functions through interaction over the LAN with the integrated telephones at the computer workstations, the functions provided including recording of active calls between agents and callers at the computer workstations, through interaction with control routines at the computer workstations, and a voice-recognition system adapted to respond to voice data retrieved from the integrated telephones.

3. The telephony call-in center of claim 2 wherein the CTI functions provided include an ability to respond to voice commands spoken by an agent at the integrated telephones.

4. The telephony call-in center of claim 2 wherein the CTI system is adapted to respond to specific words and phrases uttered by a caller in a call at the connected telephone with pre-recorded audio phrases.

5. An agent station for a call-in center, comprising:

a computer workstation having an integrated telephone;

an input interface at the computer workstation, adapted for an agent to control recording of telephone calls on the integrated telephone;

a LAN communication port; and

control routines adapted to monitor voice data and functions of the integrated telephone;

wherein the control routines share telephone status and voice data from telephone calls over the LAN, and cause to be recorded voice data of telephone calls at the integrated telephone.

6. An agent station for a call-in center, comprising:

a computer workstation having an integrated telephone;

a LAN communication port; and

control routines adapted to monitor voice data and functions of the integrated telephone;

wherein the control routines share telephone status and voice data from telephone calls over the LAN, and cause to be recorded voice data of telephone calls at the integrated telephone, and enable a voice-recognition system adapted to respond to voice data retrieved from the integrated telephone.