Patent ID: 7933399
Filing Date: 2011-04-26
Classification: H04M

Abstract:
1. A method of processing calls comprising: establishing at least a portion of a connection between a party and an interactive voice response (IVR) system, wherein the IVR system interacts with the party using a plurality of virtual agents, wherein each virtual agent represents a virtual department; selecting a first distinguishable voice for a first virtual agent from a voice library; prompting the party with the first virtual agent when addressing content related to a first virtual department, wherein the first virtual agent uses the first distinguishable voice; receiving a response from the party; selecting a second virtual department based on the response; selecting a second distinguishable voice for a second virtual agent associated with the second virtual department from the voice library, wherein the second distinguishable voice is different than the first distinguishable voice; and prompting the party with the second virtual agent, wherein the second virtual agent identifies itself with a name and notifies the party that the second virtual agent handles issues addressed by the second virtual department, and wherein the second virtual agent uses the second distinguishable voice.