Patent ID: 7751450

Claim:
A method comprising: receiving, at an operator workstation, a call establishment request from a caller, where said call establishment results in an inbound data connection conveying packetized voice and an outbound data connection conveying packetized voice; retrieving, from a memory of the operator workstation, data representing a voice prompt; providing a first set of packetized plurality of VoIP formatted packets representing said voice prompt to the caller over an outbound data connection; providing a watermark, in the form of one or more VoIP formatted packets, to the caller using the outbound data connection; detecting the watermark in the operator workstation and initiating a start time action in response to detecting the watermark; monitoring the inbound data connection for voice response data from the caller, transmitted in response to the voice prompt, where the voice response data is received in a VoIP formatted packet stream at the operator workstation; detecting the voice response data from the caller and initiating a stop time action in response to detecting the voice response data; and determining a time duration associated with a time period from providing the watermark to detecting the voice data from the caller.