Patent ID: 7483527
Filing Date: 2009-01-27
Classification: H04M

Abstract:
1. A method for operating a call center, wherein incoming external telephone calls by callers are automatically distributed to terminals to be answered by call center agents, comprising the process steps: connecting an external call to a free terminal of an agent; forwarding the call to a separate hold line, if an acoustic pause occurs, the length of which either the agent no longer wants to tolerate or which is no longer accepted by the call center system; storing a message created by the agent concerning content of the call between the caller and the agent at the same time or shortly before the call is forwarded; automatically assigning the stored message to the existing connection; renewing connection of the held call to a free terminal of an agent after the caller is ready to continue the call; and playing the stored message assigned to the held connection at the agent's terminal in such a way that the message is audible only for the agent.