Systems and methods for providing audio information to service agents
First Claim
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.
8 Assignments
0 Petitions
Accused Products
Abstract
A system permits a customer service agent to receive and listen to an audio recording from a caller on a voice device (110), and thereby prepare to support the caller before connecting directly with him/her. The incoming call may originate on a public telephone network (120), and be received by a system (100). The system (100) may include one or more of an automatic call distributor/private branch exchange (130), a voice response unit (140), and a computer telephone integration server (160), and possibly a data device (180). The caller may be prompted to provide an audio message concerning the nature of the telephone call. Before being connected to the caller, the service agent may be provided with the audio message from the caller, possibly via the data device (180). After listening to the caller'"'"'s previously recorded audio message and preparing to assist the caller, the agent and caller may then be directly connected together.
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Citations
31 Claims
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1. A method of outing calls to service agents by one or more network devices, comprising:
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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. - View Dependent Claims (2, 3, 4, 5)
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6. A system for routing calls to service agents, comprising:
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means for receiving calls from callers; means for prompting the callers to provide audio input relating to the calls; assigning a unique call identifier to the received call; means for recording the audio input associated with the unique call identifier; means for sending the calls to available ones of the service agents; means for providing the audio input to the available service agents; and means for connecting the callers to the available service agents after providing the audio input to the available service agents.
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7. A system for routing calls to service agents, comprising:
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a switching device configured to receive an incoming call from a caller and to route the incoming call to a voice response device; the voice response device configured to receive the incoming call from the switching device, prompt the caller to provide audio input relating to the incoming call, record the audio input, and send the incoming call to the switching device for transmitting to an available one of the service agents; and a server configured to associate the recorded audio input with the incoming call, receive identification of the available service agent from the switching device, and provide the recorded audio input to the available service agent. - View Dependent Claims (8, 9, 10, 11, 12, 13)
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14. A system for routing calls to service agents, comprising:
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a switching device configured to receive an incoming call from a caller and to route the incoming call to a voice response device; and the voice response device configured to receive the incoming call from the switching device, prompt the caller to provide audio input relating to the incoming call, record the audio input, send the incoming call back to the switching device, initiate a call to an available one of the service agents, provide the recorded audio input to the available service agent when the available service agent answers the initiated call, and conference the incoming call and the initiated call to permit the available service agent to service the incoming call. - View Dependent Claims (15, 16, 17, 18)
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19. A system for routing calls to service agents, comprising:
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a switching device configured to receive an incoming call from a caller; and a voice response device configured to receive an incoming call from a caller, prompt the caller to provide audio input relating to the incoming call, record the audio input, initiate a call to an available one of the service agents, provide the recorded audio input to the available service agent when the available service agent answers the initiated call, and conference the incoming call and the initiated call to permit the available service agent to service the incoming call; wherein the switching device is further configured to receive the initiated call from the voice response device, store the initiated call in a call queue, and send the initiated call from the call queue to the available service agent. - View Dependent Claims (20, 21, 22, 23)
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24. A network device for routing calls to service agents, comprising:
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a forwarding engine configured to receive an incoming call from a caller, prompt the caller to provide audio input relating to the incoming call, assigning a unique call identifier to the received call send the incoming call to an available one of the service agents, provide the audio input to the available service agent when the available service agent answers the incoming call, receive an acknowledgement indicating that the available service agent has heard the audio input, and connect the caller to the service agent in response to the acknowledgement; and one or more audio detectors configured to record the audio input from the caller. - View Dependent Claims (25)
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26. A method for routing calls to service agents by one or more network devices,
comprising: -
receiving an incoming call from a caller; prompting the caller to provide audio input relating to the incoming call; assigning a unique call identifier to the received call; recording the audio input associated with the unique call identifier; initialing a call to an available one of the service agents; providing the audio input to the available service agent when the service agent answers the initiated call; and connecting the caller to the available service agent to permit the available service agent to service the incoming call. - View Dependent Claims (27, 28, 29)
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30. A method for routing calls to service agents by a network device, comprising:
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receiving an incoming call from a caller; prompting the caller to provide audio input relating to the incoming call; assigning a unique call identifier to the received call; recording the audio input associated with the unique call identifier; sending the incoming call to an available one of the service agents; providing the audio input to the available service agent when the service agent answers the incoming call; and connecting the caller to the available service agent to permit the available service agent to service the incoming call. - View Dependent Claims (31)
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Specification