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1. 发明申请

WO0174035A3 METHOD AND APPARATUS FOR RECORDING AND AUTOMATED PLAYBACK OF PERSONAL AGENT GREETINGS IN A COMMUNICATION-CENTER ENVIRONMENT 审中-公开
标题翻译：用于在通信中心环境中记录和自动播放个人代理人的方法和装置
公开(公告)号：WO0174035A3
公开(公告)日：2002-03-07
申请号：PCT/US0107211
申请日：2001-03-06
申请人： GENESYS TELECOMM LAB INC
发明人： GARCIA GUSTOVO MANUEL MARIN DA
IPC分类号： H04M3/42 , H04M3/51 , H04M1/64 , H04M3/00 , H04M7/00
CPC分类号： H04M3/5191 , H04M3/42042 , H04M3/42102 , H04M3/5166 , H04M2203/306 , H04M2242/22 , Y10S379/908
摘要： A system (9) for presenting a recorded message on behalf of an agent receiving a call at an agent station (51) in a call center (15), the agent station (51) having a telephony interface for receiving calls and a personal computer with a video display unit (PC/VDU), has a telephony switching apparatus (27) enhanced by a computer-telephony integration (CTI) processor (31), an Interactive Voice Response (IVR) system executing a voice treatment option (VTO) software, coupled to the telephony switching apparatus (27) and the CTI processor (31); and a data repository (47) having recorded messages stored on behalf of the agent and accessible to the CTI processor (31). The CTI processor (31) routes incoming calls to the telepony interface for the agent, uses data associated with the calls for selecting appropriate recorded messages, and causes, by controlling the IVR, a retrieved recorded message to be played to a caller upon the agent picking up the routed call. The system is useful with both conventional telephone systems (23) anddata network telephony (13), such as over the Internet.
摘要翻译：一种用于在呼叫中心（15）中的代理站（51）处代表接收呼叫的代理呈现记录的消息的系统（9），所述代理站（51）具有用于接收呼叫的电话接口和个人计算机具有视频显示单元（PC / VDU）的电话交换设备具有通过计算机电话集成（CTI）处理器（31）增强的电话交换设备（27），执行语音处理选项（VTO）的交互式语音响应（IVR）软件，耦合到电话交换设备（27）和CTI处理器（31）; 以及数据存储库（47），其具有记录代表所述代理而存储并可被CTI处理器（31）访问的消息。 CTI处理器（31）将进入的呼叫路由到代理的电话接口，使用与呼叫相关联的数据来选择适当的记录消息，并且通过控制IVR，使代理人向呼叫者播放检索到的记录消息拿起路由呼叫。该系统对于常规电话系统（23）和数据网络电话（13）（例如通过因特网）是有用的。

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