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:
Aug. 15, 2006
Filed:
Apr. 30, 2001
Joshua Bers, Cambridge, MA (US);
Patrick Peterson, Cambridge, MA (US);
Michael Roberts, Boston, MA (US);
William Russell, Reading, MA (US);
Lawrence R. Smith, Boxborough, MA (US);
Joshua Bers, Cambridge, MA (US);
Patrick Peterson, Cambridge, MA (US);
Michael Roberts, Boston, MA (US);
William Russell, Reading, MA (US);
Lawrence R. Smith, Boxborough, MA (US);
Verizon Corporate Services Group Inc., New York, NY (US);
Abstract
A system permits a customer service agent to receive and listen to an audio recording from a caller on a voice device (), and thereby prepare to support the caller before connecting directly with him/her. The incoming call may originate on a public telephone network (), and be received by a system (). The system () may include one or more of an automatic call distributor/private branch exchange (), a voice response unit (), and a computer telephone integration server (), and possibly a data device (). The caller may be prompted to provide an audio message concerning the nature of the telephone call. Before being connected to the caller, the service agent may be provided with the audio message from the caller, possibly via the data device (). After listening to the caller's previously recorded audio message and preparing to assist the caller, the agent and caller may then be directly connected together.