Patent ID: 6868141

Claim:
A method for generating a message record in case of call termination during a call for use in a telecommunication network, wherein the call sets up a conversation established between at least one calling telephone agent and at least one called telephone agent is switched by a telephone operator agent system which services a plurality of telephone agents, the method comprising the steps of: generating a message record of at least a part of the conversation between the at least one calling telephone agent and the at least one called telephone agent during the call, wherein agreement by every telephone agent involved in the conversation is established prior to generating the message record, wherein at least part of the conversation could not be understood; storing the message record in a database retrievable upon a request by at least one of the plurality of telephone agents; and transmitting information regarding the message record to the at least one telephone agent who has requested the message record, such that in the case of call termination during the call, at least a part of the conversation is reproducible by at least one of the telephone agents to follow the conversation that could not be understood a second time.