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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
First Claim
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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.

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