Systems and methods for incorporating video into voice-only call centers
OwnerPierre Hagendorf, Roy Muchtarinventors
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Abstract
Systems and methods for incorporating video into voice-only call centers are provided. These systems and methods incorporate video by separating the video from the audio portion of incoming calls, routing the audio through the voice-only system to an agent telephone, routing the video separately from the audio to an agent terminal, and re-joining the video with the audio for outgoing portions of the call.
Claims27
A method for implementing a video telephone call in conjunction with a voice-only telephone call center system, comprising:
- splitting the video telephone call into a video part and a voice audio part;
- coupling the voice part through a PBX to a telephone of a selected agent;
- and
- coupling the video part to a terminal of the selected agent.
A system for implementing a video telephone call in conjunction with a voice-only telephone call center system, comprising:
- means for splitting the video telephone call into a video part and a voice audio part;
- means for coupling the voice part to a telephone of a selected agent;
- and
- means for coupling the video part to a terminal of the selected agent.
A system for implementing a video telephone call in conjunction with a voice-only telephone call center system, comprising:
- a split and merge unit that splits the video telephone call into a video part and a voice audio part, that couples the voice part through a PBX to a telephone of a selected agent, and that couples the video part to a terminal of the selected agent.
Dependencies are inferred from the claim text.