AU2001242006A1 - Method and apparatus for recording and automated playback of personal agent greetings in a communication-center environment - Google Patents

Method and apparatus for recording and automated playback of personal agent greetings in a communication-center environment

Info

Publication number
AU2001242006A1
AU2001242006A1 AU2001242006A AU4200601A AU2001242006A1 AU 2001242006 A1 AU2001242006 A1 AU 2001242006A1 AU 2001242006 A AU2001242006 A AU 2001242006A AU 4200601 A AU4200601 A AU 4200601A AU 2001242006 A1 AU2001242006 A1 AU 2001242006A1
Authority
AU
Australia
Prior art keywords
recording
communication
center environment
personal agent
automated playback
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Abandoned
Application number
AU2001242006A
Inventor
Gustovo Manuel Marin Damil Garcia
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Genesys Cloud Services Inc
Original Assignee
Genesys Telecommunications Laboratories Inc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Genesys Telecommunications Laboratories Inc filed Critical Genesys Telecommunications Laboratories Inc
Publication of AU2001242006A1 publication Critical patent/AU2001242006A1/en
Abandoned legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/30—Aspects of automatic or semi-automatic exchanges related to audio recordings in general
    • H04M2203/306—Prerecordings to be used during a voice call
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2242/00—Special services or facilities
    • H04M2242/22—Automatic class or number identification arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42034—Calling party identification service
    • H04M3/42042—Notifying the called party of information on the calling party
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42085—Called party identification service
    • H04M3/42102—Making use of the called party identifier
    • Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y10—TECHNICAL SUBJECTS COVERED BY FORMER USPC
    • Y10S—TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y10S379/00—Telephonic communications
    • Y10S379/908—Multimedia
AU2001242006A 2000-03-29 2001-03-06 Method and apparatus for recording and automated playback of personal agent greetings in a communication-center environment Abandoned AU2001242006A1 (en)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US09538112 2000-03-29
US09/538,112 US6442247B1 (en) 2000-03-29 2000-03-29 Method and apparatus for recording and automated playback of personal agent greetings in a communication-center environment
PCT/US2001/007211 WO2001074035A2 (en) 2000-03-29 2001-03-06 Method and apparatus for recording and automated playback of personal agent greetings in a communication-center environment

Publications (1)

Publication Number Publication Date
AU2001242006A1 true AU2001242006A1 (en) 2001-10-08

Family

ID=24145541

Family Applications (1)

Application Number Title Priority Date Filing Date
AU2001242006A Abandoned AU2001242006A1 (en) 2000-03-29 2001-03-06 Method and apparatus for recording and automated playback of personal agent greetings in a communication-center environment

Country Status (5)

Country Link
US (2) US6442247B1 (en)
EP (1) EP1275237A4 (en)
JP (1) JP2003529292A (en)
AU (1) AU2001242006A1 (en)
WO (1) WO2001074035A2 (en)

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Also Published As

Publication number Publication date
US20030007612A1 (en) 2003-01-09
US7006607B2 (en) 2006-02-28
JP2003529292A (en) 2003-09-30
EP1275237A2 (en) 2003-01-15
WO2001074035A2 (en) 2001-10-04
EP1275237A4 (en) 2004-06-30
US6442247B1 (en) 2002-08-27
WO2001074035A3 (en) 2002-03-07

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