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Method and apparatus for recording and automated playback of personal agent greetings in a communication-center environment

IPC분류정보
국가/구분 United States(US) Patent 등록
국제특허분류(IPC7판)
  • H04M-001/64
  • H04M-003/42
  • H04M-003/00
출원번호 US-0538112 (2000-03-29)
발명자 / 주소
  • Gustavo Manuel Marin Damil Garcia CA
출원인 / 주소
  • Genesys Telecommunications Laboratories, Inc.
대리인 / 주소
    Donald R. Boys
인용정보 피인용 횟수 : 82  인용 특허 : 8

초록

A system for presenting a recorded message on behalf of an agent receiving a call at an agent station in a call center, the agent station having a telephony interface for receiving calls and a personal computer with a video display unit (PC/VDU), has a telephony switching apparatus enhanced by a com

대표청구항

1. A system for presenting a recorded message on behalf of an agent receiving a call at an agent station in a call center, the agent station having a telephony interface for receiving calls and a personal computer with a video display unit (PC/VDU), the system comprising:a telephony switching appara

이 특허에 인용된 특허 (8)

  1. Szlam Aleksander (Norcross GA), Automated voice system for improving agent efficiency and improving service to parties on hold.
  2. Szlam Aleksander (Norcross GA) Warner ; II Charles L. (Stone Mountain GA), Automated voice system for improving agent efficiency and improving service to parties on hold.
  3. Kelly Keith C., Automatic call distribution server for computer telephony communications.
  4. Andrews G. Wayne ; Webber Steven H. ; Kelly James P. ; Johnson Lawrence E. ; Stern Jerry A. ; Milano ; Jr. Vincent J. ; Davis Charles R., Communications system and method for operating same.
  5. Andrews G. Wayne ; Webber Steven H. ; Kelly James P. ; Johnson Lawrence E. ; Stern Jerry A. ; Milano ; Jr. Vincent J. ; Davis Charles R., Communications system using a central controller to control at least one network and agent system.
  6. Anderson Gregory Lane, Context-sensitive presentation of information to call-center agents.
  7. Goss Raymond G., Headset with multiple connections.
  8. Bernard Warren E. ; Jacobson Philip A., System and method for automated remote previewing and purchasing of music, video, software, and other multimedia product.

이 특허를 인용한 특허 (82)

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  4. Mitra, Saikat, Call center system for multiple transaction selections.
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  31. Lockhart, Stanford Wayne, Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network.
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