Abstract: A computer workstation-associated call handler uses hooking and sub-classing techniques to modify actions executed by an underlying call handler application program to automatically trigger various call handler actions. These actions may include playback of pre-recorded personal response type phrases or other pre-defined actions at various instances during a call, in response to the call agent's interactions with personalized response system-based, and forms-based software in the course of servicing telephone calls. This obviates the need to change the source code of the target application.
Type:
Grant
Filed:
November 16, 2001
Date of Patent:
July 15, 2008
Assignee:
Golden Voice Technology & Training LLC
Inventors:
Syed Abdulkader El Shariff Bin Mohamed Alhadad, Susan Wagner
Abstract: A telephone operator signal analysis and manipulation subsystem (50) is configured to be interfaced with various signal transport paths of input/output devices of the operator's (personal computer-based) workstation (12). The subsystem is operative to intercept, analyze and selectively modify signals distributed among components of the workstation, including those that may prompt an interactive response from the operator, so as to alleviate the workload of the operator, and improve the efficiency and response time of the operator position. Because the subsystem analyzes and operates only on information that is presented to and sourced from the operator, it is able to automate various functions of the operator position, including initiating the generation of personalized audio messages, without knowledge of the communication protocol of the telecommunication switch to which the operator's workstation is coupled.
Type:
Grant
Filed:
September 16, 2002
Date of Patent:
November 25, 2003
Assignee:
Golden Voice Technology and Training LLC
Inventors:
Dale E. Cannon, Andrew F. Connor, Bruce A. Corbin, Kerry L. Starr, Mark M. Adamo
Abstract: A telephone operator signal analysis and manipulation subsystem (50) is configured to be interfaced with various signal transport paths of input/output devices of the operator's (personal computer-based) workstation (12). The subsystem is operative to intercept, analyze and selectively modify signals distributed among components of the workstation, including those that may prompt an interactive response from the operator, so as to alleviate the workload of the operator, and improve the efficiency and response time of the operator position. Because the subsystem analyzes and operates only on information that is presented to and sourced from the operator, it is able to automate various functions of the operator position, including initiating the generation of personalized audio messages, without knowledge of the communication protocol of the telecommunication switch to which the operator's workstation is coupled.
Type:
Application
Filed:
September 16, 2002
Publication date:
January 16, 2003
Applicant:
GOLDEN VOICE TECHNOLOGY AND TRAINING LLC.
Inventors:
Dale E. Cannon, Andrew F. Connor, Bruce A. Corbin, Kerry L. Starr, Mark M. Adamo