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Systems and methods for providing audio information to service agents

  • US 7,092,506 B1
  • Filed: 04/30/2001
  • Issued: 08/15/2006
  • Est. Priority Date: 10/23/2000
  • Status: Expired due to Fees
First Claim
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1. A method of outing calls to service agents by one or more network devices, comprising:

  • receiving an incoming call from a caller at a switching device;

    routing the incoming call to a voice response device;

    prompting the caller to provide audio input relating to the incoming call;

    assigning a unique call identifier to the incoming call;

    storing the audio input in a file associated with the unique call identifier;

    transferring the incoming call from the voice response device back to the switching device;

    storing the incoming call in a call queue within the switching device;

    providing the audio input to an available service agent; and

    connecting the caller to the available service agent alter providing the audio input to the available service agent.

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