Computer telephony integration system and method
AssigneeEdify Corporation
InventorCharles H. Jolissaint
Life of this patent
Estimating the term…
Abstract
An automated telephone call response system and method are provided for routing data base information obtained in an automated telephone call response to a subsequently selected live agent. A voice response unit receives caller identification information from a caller, retrieves a record on the caller based on the identification information, provides information requested by caller, permits the caller to select a live agent, and provides the live agent number to determine the network identification number. Accordingly, the live agent receives data base information on a caller at the time the live agent begins conversation with the caller.
Claims2
A method of connecting a caller to a live agent in an automatic call distribution queue connected to a private branch exchange in turn connected to a voice response unit which is connected to a network having a computer storing a caller information database, comprising:
- receiving a call from the caller through a private branch exchange,
- electronically asking the caller for caller identification,
- using the caller identification information to retrieve caller data,
- transmitting at least a portion of the retrieved caller data to the caller,
- offering the caller a menu of response alternatives including the choice of speaking with one of a number of live agents,
- receiving a request for a live agent,
- connecting with a live agent,
- asking the live agent for identification,
- using the identification to identify a computer associated with the live agent which has been identified,
- providing a signal to the live agent indicating receipt of the data,
- providing the data associated with the caller to the live agent selected for live agent communication and
- providing a signal to the live agent indicating to the live agent to begin speaking to the caller.
A system for providing automated call response and live agent communication, comprising:
- a switch connected to a caller telephone,
- a voice response unit coupled to said switch and a network having a computer storing caller information, said voice response unit communicating with a caller to receive a caller identification and retrieving the caller information corresponding to the caller identification, and
- a live agent desktop including a live agent telephone and a live agent personal computer, said live agent telephone coupled to said switch, and said live agent personal computer coupled to the voice response unit, said live agent desktop receiving a first signal indicating to the live agent that the caller information has been received, receiving the caller information retrieved by the voice response unit, and receiving a second signal indicating to a live agent to begin speaking to the caller.
Dependencies are inferred from the claim text.