Patent ID: 7715547
Filing Date: 2010-05-11
Classification: H04M

Abstract:
1. A method for processing a telephone call requesting information from a database, comprising the steps of: receiving a call at a telecommunications switch from a telephone and transmitting said call to a voice XML network gateway; selecting a voice channel call center program from within said voice XML network gateway for receiving said call; initiating a voice-based assistance automation application using a voice interpreter module for automatically providing a voice-based response for requested information for said call; returning at least one voice-based page to said telecommunications switch relating to said voice-based assistance automation application for automatically providing said voice-based response for requested information; generating a request from said voice interpreter module to a call center program server for a call center operator to conference into said call for assisting in automatically providing said voice-based response for requested information; signaling said telecommunications switch to conference said call center operator into said call using said call center program server; providing a database response of information responsive to a request relating to said call, said database accessible to said call center operator.