Patent EP0545226A2 successfully refreshed from Google Patents.
EP0545226A2
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EP
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Simultaneous recorded voice delivery and computer data screen delivery to an agent station
Assignee: Siemens Business Communication Systems Inc
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Filing: 1992-11-24
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Granted: —
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Expires: 2012-11-24
Abstract
Abstract Method and apparatus for processing a telephone call. A method includes the steps of, responsive to an established telephone call with a party, (a) receiving information over a phone trunk that is descriptive of a service request; (b) prompting the party to record a voice message or series of voice messages associated with the service request; (c) recording the voice message; (c) determining, from the received information, an identification of a call processing resource, such as an agent, for processing the service request; (d) delivering the recorded voice message to the call processing resource; and (e) providing the determined display screen to a display terminal associated with the call processing resource. The step of receiving receives ANI, DNIS, mailbox information, and/or DTMF information, and the step of determining includes the steps of translating the information into a service request, and transmitting the service request to a Host data processing system. The Host data processing system may cause a redirection of the recorded voice message and display screen to a call processing resource other than an originally selected resource.
Inventors
- 👤 Timothy A. Holve
- 👤 Jeffrey M. Blohm
Bibliographic Details
Application Number
—
Jurisdiction
EP
Data Source
google_patents
Last Synchronized
2026-10-28 23:39
CPC Classifications
H; H04; H04M; H04M3/00; H04M3/42; H04M3/50; H04M3/53; H04M3/533; H04M3/51; H04M3/5166; H04M3/5183; H04M3/527; H04M2201/00; H04M2201/38; H04M2242/00; H04M2242/22; H04M3/42025; H04M3/42034; H04M3/42059; H04M3/42085; H04M3/42102; H04Q; H04Q2213/00; H04Q2213/13072; H04Q2213/13103; H04Q2213/13175; H04Q2213/1322; H04Q2213/13377; H04Q3/00; H04Q3/72
Claims Analysis
Total Claims: 31
Claim 1
Independent Claim
84 words
A method of processing a telephone call, the method comprising the steps of: answering a telephone call; receiving Call Associated Information (CAI); prompting the calling party to provide one or more voice messages; recording the one or more voice messages; determining, from the CAI, an identification of a display screen for processing the call; and delivering to an agent telephone the one or more recorded voice messages while also delivering the determined display screen to a display terminal means associated with the agent telephone.
Claim 2
Dependent Claim
57 words
A method as set forth in Claim 1 wherein the step of prompting the calling party to record one or more voice messages includes a step of prompting the party to input DTMF information, and wherein the step of determining includes a step of employing the DTMF information to retrieve stored information relating to the calling party.
Claim 3
Dependent Claim
22 words
A method as set forth in Claim 1 wherein the steps of prompting and recording are accomplished by a voice processing system.
Claim 4
Dependent Claim
35 words
A method as set forth in Claim 1 wherein the step of determining include the steps of: translating the CAI into a service request; and transmitting the service request to a Host data processing system.
Claim 5
Dependent Claim
41 words
A method as set forth in Claim 4 wherein the step of determining further includes a step of accessing a database maintained by the Host data processing system, the database being accessed in accordance with information conveyed by the service request.
Claim 6
Dependent Claim
50 words
A method as set forth in Claim 1 wherein the step of delivering to an agent telephone the one or more recorded voice messages is accomplished by a voice processing system, and wherein the step of delivering to a display terminal means is accomplished by a Host data processing system.
Claim 7
Dependent Claim
33 words
A method as set forth in Claim 2 and further including the steps of: translating the DTMF information into a service request; and transmitting the service request to a Host data processing system.
Claim 8
Independent Claim
98 words
A method of processing a telephone call, the method comprising the steps of: answering a telephone call; prompting the calling party to provide DTMF information; prompting the calling party to provide one or more voice messages; recording the one or more voice messages; determining, from the DTMF information, an identification of an action desired by the calling party; and delivering to an agent telephone the one or more recorded voice messages while also delivering stored information to a display terminal means associated with the agent telephone, the delivered stored information being accessed in accordance with the DTMF information.
Claim 9
Dependent Claim
50 words
A method as set forth in Claim 8 wherein the step of determining includes the steps of: employing the DTMF information to select a display screen; and delivering the selected display screen to the display terminal means in conjunction with the delivery of the one or more recorded voice messages.
Claim 10
Dependent Claim
66 words
A method as set forth in Claim 8 wherein the step of answering a telephone call includes a step of receiving Call Associated Information (CAI), and wherein the method further includes the steps of: employing the CAI to select a display screen; and delivering the selected display screen to the display terminal means in conjunction with the delivery of the one or more recorded voice messages.
Claim 11
Dependent Claim
22 words
A method as set forth in Claim 8 wherein the steps of prompting and recording are accomplished by a voice processing system.
Claim 12
Dependent Claim
36 words
A method as set forth in Claim 8 wherein the step of determining include the steps of: translating the DTMF information into a service request; and transmitting the service request to a Host data processing system.
Claim 13
Dependent Claim
41 words
A method as set forth in Claim 12 wherein the step of determining further includes a step of accessing a database maintained by the Host data processing system, the database being accessed in accordance with information conveyed by the service request.
Claim 14
Dependent Claim
50 words
A method as set forth in Claim 8 wherein the step of delivering to an agent telephone the one or more recorded voice messages is accomplished by a voice processing system, and wherein the step of delivering to a display terminal means is accomplished by a Host data processing system.
Claim 15
Dependent Claim
35 words
A method as set forth in Claim 10 wherein the step of selecting include the steps of: translating the CAI into a service request; and transmitting the service request to a Host data processing system.
Claim 16
Independent Claim
109 words
A system for processing a telephone call, comprising: means, responsive to an established telephone call, for prompting a party to input DTMF information descriptive of a service request and for prompting the party to record a voice message or series of voice messages associated with the service request; means for recording the voice message; means for determining from the DTMF information, an identification of a display screen for processing the service request; means for delivering to an agent telephone the recorded voice message; and means, responsive to operating of the delivering means, for simultaneously providing the determined display screen to a display terminal means associated with the agent telephone.
Claim 17
Dependent Claim
48 words
A system as set forth in Claim 16 wherein the prompting means and the recording means are each elements of a voice processing system, and wherein the providing means includes a Host data processing system that is coupled to the voice processing system and to the display screen.
Claim 18
Dependent Claim
37 words
A system as set forth in Claim 17 wherein the voice processing system further includes: means for translating the DTMF information into a service request; means for transmitting the service request to the Host data processing system.
Claim 19
Dependent Claim
65 words
A system as set forth in Claim 16 wherein said prompting means further includes means for receiving or generating Call Associated Information (CAI) from a phone trunk coupling means, the CAI including ANI and/or DNIS information, and wherein said prompting means further includes means for translating the CAI into a service request; and means for transmitting the service request to a Host data processing system.
Claim 20
Dependent Claim
61 words
A system as set forth in Claim 18 and including means for selecting and directing the recorded voice message to a target agent telephone, and wherein said voice processing means is responsive to information received from the Host data processing system for redirecting the recorded voice message to a target agent telephone that is specified by the Host data processing system.
Claim 21
Dependent Claim
76 words
A system as set forth in Claim 17 wherein the Host data processing system includes a database, the Host data processing system further including: means, responsive to a service request generated by the voice processing system, for accessing the database to retrieve display screen information specified by the service request; and means, responsive to a synchronization request generated by the voice processing system, for transferring the retrieved display screen information to a specified display terminal means.
Claim 22
Dependent Claim
24 words
A system as set forth in Claim 16 and further comprising a computer controlled telephone switch that is communicatively coupled to the prompting means.
Claim 23
Independent Claim
99 words
A method for processing a telephone call, comprising the steps of: responsive to an established telephone call with a party, receiving information over a phone trunk that is descriptive of a service request; prompting the party to record a voice message or series of voice messages associated with the service request; recording the voice message; determining, from the received information, an identification of a call processing resource for processing the service request; delivering the recorded voice message to the call processing resource; and providing the determined display screen to a display terminal means associated with the call processing resource.
Claim 24
Dependent Claim
49 words
A method as set forth in Claim 23 wherein the steps of prompting and recording are executed by voice processing means, and wherein the step of providing is executed by a Host data processing system that is coupled to the voice processing means and to the display terminal means.
Claim 25
Dependent Claim
44 words
A method as set forth in Claim 23 wherein the step of receiving receives DTMF information, and wherein the step of determining includes the steps of: translating the DTMF information into a service request; transmitting the service request to a Host data processing system.
Claim 26
Dependent Claim
46 words
A method as set forth in Claim 23 wherein the step of receiving receives Call Associated Information, and wherein the step of determining includes the steps of: translating the Call Associated Information into a service request; transmitting the service request to a Host data processing system.
Claim 27
Dependent Claim
35 words
A method as set forth in Claim 23 wherein the step of delivering includes the initial step of selecting a call processing resource for directing the recorded voice message to the selected call processing resource.
Claim 28
Dependent Claim
38 words
A method as set forth in Claim 27 and, responsive to information received from a Host data processing system, redirecting the recorded voice message to a call processing resource that is specified by the Host data processing system.
Claim 29
Dependent Claim
73 words
A method as set forth in Claim 24 wherein the Host data processing system includes a database, and wherein the method further includes the steps of: responsive to a service request generated by the voice processing means, accessing the database to retrieve display screen information specified by the service request; and responsive to a synchronisation request generated by the voice processing means, transferring the retrieved display screen information to a display terminal means.
Claim 30
Dependent Claim
27 words
A method as set forth in Claim 23 and including an initial step of establishing the telephone call by answering a telephone call made by the party.
Claim 31
Dependent Claim
26 words
A method as set forth in Claim 23 and including an initial step of establishing the telephone call by making a telephone call to the party.
References Cited (Backward Citations)
No citation records indexed.
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