Genesys Telecommunications Laboratories, Inc.

Andre Petrov

Igor Neyman

Oleg Bondarenko

Valeriy Issayev

Pavel Karpenko

Paul Karpenko

Valeriy Issayeo

An agent station for a call-in center has a telephone for an agent's use connected by a communication link with a computer workstation adapted for providing voice extensions, including one or more of call recording, playback of pre-recorded voice files to the telephone during a telephone call, and voice-activated functions. The agent station can be adapted to a call-in center wherein the computer workstations are connected on a local area network (LAN) together with a computer processor running a telephony server (T-Server). In some embodiments the T-Server may provide voice extensions in conjunction with a database accessible on the LAN.

Voice extensions in a call-in center employing virtual restructuring for computer telephony integrated functionality

An agent station for a call-in center has a telephone for an agent's use connected by a communication link with a computer workstation including a video display unit (VDU) adapted for monitoring origination information for calls received on the telephone. In a preferred embodiment the computer workstation is connected on a local area network (LAN) to a processor running and instance of a telephony server (T-Server) application having access to a database storing data pertaining to callers, and the computer workstation reports call-origination data to the T-Server, which uses the data to correlate data to be retrieved from the database and displayed on the VDU.

Call and data correspondence in a call-in center employing virtual

Growing community of inventors

Palo Alto, CA, United States of America

Andre Petrov