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    • 4. 发明申请
    • Telephone-receiving call center system
    • 电话接听呼叫中心系统
    • US20070206772A1
    • 2007-09-06
    • US11725424
    • 2007-03-19
    • Kazuaki SatoTakayasu KoikeHiroyuki Kiire
    • Kazuaki SatoTakayasu KoikeHiroyuki Kiire
    • H04M5/00
    • H04M3/42221H04M3/51H04M3/5183H04M3/523
    • A call center system used for receiving incoming calls in accordance with the present information has a plurality of terminals, an incoming-call control apparatus and an exchange. Each of the terminals is accommodated by the exchange and includes a display unit as well as a telephone unit; an audio recording & playback unit for recording voices of a conversation between an operator operating the terminal and a caller making an call in a conversation-voice recording file and for playing back voices from the conversation-voice recording file and a response-information-creating unit for creating a response to an incoming call. Further each of the terminals includes a halfway-saving & saving unit for saving a halfway response being created in a halfway-response recording file and for saving a completed response in a response recording file; a saved-halfway-response-reading unit for reading out the halfway response from the halfway-response recording file; a saved-halfway-response-display unit for displaying a halfway response stored in the halfway-response recording file read out by the saved-halfway-response-reading unit on the display unit; and a status-notifying unit for reporting status of being able or unable to receive an incoming call to the incoming-call control apparatus.
    • 用于根据本信息接收呼入的呼叫中心系统具有多个终端,呼入控制装置和交换机。 每个终端由交换机容纳,并且包括显示单元以及电话单元; 音频记录和回放单元,用于记录操作终端的操作员的操作人员和在会话语音记录文件中进行呼叫的呼叫者之间的会话的语音,以及用于从会话语音记录文件播放语音和响应信息创建 用于创建对来电的响应的单元。 此外,每个终端包括中途节省和保存单元,用于保存在中途响应记录文件中创建的中途响应,并且用于在响应记录文件中保存完成的响应; 一个保存的中途响应读取单元,用于从中途响应记录文件中读出中途响应; 保存中途响应显示单元,用于显示存储在由保存的中途回答读取单元在显示单元上读出的中途响应记录文件中的中途响应; 以及状态通知单元,用于报告能够或不能接收来话呼叫控制装置的呼入的状态。