Patent ID: 7929670

Claim:
A method of contact manipulation and retrieval in an automatic call distribution system, comprising the steps of: receiving a voice contact including a voice message; converting the voice message to voice message data in digitized, packetized form and then converting the packetized voice message data to text form using speech recognition thereby forming voice message text data; storing the voice message text data in a data repository of voice message text data of past voice contacts for use in post-processing research; receiving a non-numeric key word search term from a searcher conducting a post-contact search subsequent to the voice contact for post-processing searching of the voice message text data; and searching the voice message text data in the data repository of past voice contacts at a time after the voice contact based upon the search term; wherein the voice message text data in the data repository of past voice contact text data is key word searched for at least one voice item of voice message text data using the received search term.