Patent ID: 6442247
Filing Date: 2002-08-27
Classification: H04M,Y10S

Abstract:
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 apparatus enhanced by a computer-telephony integration (CTI) processor; an Interactive Voice Response (IVR) system executing a voice treatment option (VTO) software, coupled to the telephony switching apparatus and the CTI processor; a data repository storing pre-known historical data pertaining to callers; and a data repository having recorded messages stored on behalf of the agent and accessible to the CTI processor; characterized in that the CTI processor routes incoming calls to the telephony interface for the agent, uses data associated with the calls for selecting appropriate recorded messages, and causes, by controlling the IVR, a retrieved recorded message to be played to a caller upon the agent picking up the routed call, wherein the system provides whispered information to the agent about the callers based on the stored pre-known data pertaining to callers , not audible to the callers, to aid the agents in dealing with calls.