Patent ID: 7222301

Claim:
A network system for enabling voice interaction between communications-center applications and human agents remote from the center comprising: a primary server connected to the network the server controlling at least one routing point used by the center; a secondary server connected to the network the secondary server for generating and serving voice extensible markup language; a voice gateway associated with the secondary server, the gateway for executing voice extensible markup language and recognizing speech input; and a software platform based in the primary server and distributed in part as a server application to the secondary server, the software suite functioning as a data transformation interface between the center applications and the gateway; characterized in that the remote agents report state information over the network to the center using speech, the speech recognized and text rendered at the gateway, the text transformed to one or more formats understood by the primary server and certain ones of the center applications and, wherein data sourced from center applications destined to remote agents is provided and incorporated to one or more VXML scripts at the secondary server, the scripts executed by the gateway, the gateway connecting to voice-capable devices used by the remote agents over the network, the scripts played as synthesized voice media.