Patent ID: 6970554

Claim:
A system for observing calls to a call center, said system comprising: an automatic call director (ACD) unit, arranged to receive incoming calls to the call center and to queue and switch the calls to various lines of the call center, said ACD unit including a service observation port; an interactive voice response (IVR) unit connected to said ACD unit, said IVR unit arranged to interact with a caller via an interactive computer program in which the caller enters a response to a prompt and the response causes the interactive program to provide the caller with information or another prompt; and a recorder unit, located off-site from said call center and arranged to communicate with said ACD unit via the service observation port to record calls to the call center, the recorder unit recording complete calls from beginning to end, including prompts made by said IVR unit, callers responses to the prompts, and information provided by said IVR unit to the callers.