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System and method of using a phone to access information in a call center

  • US 8,041,023 B1
  • Filed: 09/29/2000
  • Issued: 10/18/2011
  • Est. Priority Date: 09/29/2000
  • Status: Expired due to Term
First Claim
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1. A method of using voice to provide administrative access to call center operational management information in a call center having a plurality of customer service agents to service callers and at least one administrator comprising the steps of:

  • providing a computer within the call center with real-time configuration, and call control information for agents and agent groups of the call center;

    connecting a remote administrator responsible for management of the call center via a telephone to the computer through a voice response server, said management of the call center including configuration and monitoring call center entities;

    the voice response server processing voice telephone requests from the administrator requesting operational information from the call center about management of the call center including management of the call center entities; and

    the voice response server responding to the telephone requests by providing the operational information about management of the call center aurally to the administrator via the telephone.

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