Patent Document ID: 5479487
Application ID: 08016740

Base Claim:
1. An integrated telephone call handling system adapted to be coupled to (1) a telephone network to enable said system to communicate via said network, (2) an agent workstation to enable an agent to communicate with said system and (3) an agent telephone to enable said agent to communicate with a party via said system and said network, said system comprising: unified control means for controlling a call between said system and said party, said unified control means capable of (1) transferring said call among functional partitions within said system, said functional partitions providing mechanized communication via said network and (2) directing communications between said party and a selected one of said functional partitions, wherein said unified control means includes a unified script language operable to generate a voice script from inception to termination of said call, said voice script including a first script for directing interaction between said party and said system and a second script for directing interaction between said system and said agent.

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Claim 15:
15. The system as recited in claim 1 wherein said system is coupled to said network via a telephone line.