Voice extensions in a call-in center employing virtual restructuring for computer telephony integrated functionality

A telephony call-in center, comprising:

• a plurality of agent stations, individual ones of the agent stations having a computer workstation with an integrated telephone;
• a local area network (LAN) connecting the computer workstations at the agent stations;
• and
• a computer-telephony integration (CTI) server connected on the LAN;
• wherein the CTI server provides CTI functions through interaction over the LAN with the integrated telephones at the computer workstations, the functions provided including recording of active calls between agents and callers at the computer workstations, through interaction with control routines at the computer workstations, and a voice-recognition system adapted to respond to voice data retrieved from the integrated telephones.

An agent station for a call-in center, comprising:

• a computer workstation having an integrated telephone;
• an input interface at the computer workstation, adapted for an agent to control recording of telephone calls on the integrated telephone;
• a LAN communication port;
• and
• control routines adapted to monitor voice data and functions of the integrated telephone;
• wherein the control routines share telephone status and voice data from telephone calls over the LAN, and cause to be recorded voice data of telephone calls at the integrated telephone.

An agent station for a call-in center, comprising:

• a computer workstation having an integrated telephone;
• a LAN communication port;
• and
• control routines adapted to monitor voice data and functions of the integrated telephone;
• wherein the control routines share telephone status and voice data from telephone calls over the LAN, and cause to be recorded voice data of telephone calls at the integrated telephone, and enable a voice-recognition system adapted to respond to voice data retrieved from the integrated telephone.