The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Nov. 25, 2003
Filed:
Jan. 27, 2000
Srinivas Bala, Dayton, NJ (US);
Mark Jeffrey Foladare, Kendall Park, NJ (US);
Kathleen C. Fowler, Manasquan, NJ (US);
Shelley B. Goldman, East Brunswick, NJ (US);
Shaoqing Q. Wang, Middletown, NJ (US);
Roy Philip Weber, Bridgewater, NJ (US);
Robert S. Westrich, Middletown, NJ (US);
AT&T Corp., New York, NY (US);
Abstract
A virtual contact center system includes facilities for delivering voice authentication prompts upon callback to a CSR who has logged in via a computer link. More particularly, in an illustrative embodiment of the present invention a voice response unit (VRU) provides a voiced sequence of random characters to a CSR under the control of a contact control server. Upon receipt of the sequence, the CSR seeking authentication keys in the same or a related character sequence for delivery over the computer link to the contact control server. When the keyed sequence from the CSR is received at the contact control server in an expected form, the CSR is determined to be authentic. In appropriate cases, either or both of the voice prompt from the contact control center VRU or the keyed character sequence from the CSR may be encrypted to further raise the certainty of authentication.