Patent ID: 6430271
Filing Date: 2002-08-06
Classification: H04M

Abstract:
A method of generating a message in response to an inquiry, said method including:applying said inquiry to a data table contained within a receiving device and associating a call identifier with said inquiry; selecting an agent from an agent group corresponding to said call identifier; supplying said call identifier to an interface message device, and selecting an agent message, associated with said selected agent, from an agent message database based upon said call identifier; and supplying said selected agent message to a source of said inquiry, wherein said agent message database contains a plurality of individual message sets associated with a plurality of individual agents, respectively, at a centralized location, each individual message set being recorded in a voice of an associated agent, and wherein said selected agent message is selected at said centralized location from an individual message set associated with said selected agent and wherein said call identifier is associated with said inquiry based upon a determined inquiry type.