Method for processing calls in a call center with automatic answering
View Patent ↗In a call center with automatic answering, the availability of an agent is verified in order to prevent open connections when the agent unexpectedly leaves his or her station and fails to give proper notice. Verification may be provided by sensing speech activity of the agent when greeting a calling party or in response to an incoming-call signal. In other embodiments, verification may be provided by checking an audio device allocated to the agent, for example checking whether the agent is wearing his or her headset, or whether the headset is operably connected to the call center.
1. A method for processing calls in a call center with automatic answering, comprising the steps of:
signaling an agent with a signal on a called side of an incoming call;
determining whether the agent responds orally to the signal by checking for speech activity of the agent on the called side; and
if the agent responds to the signal on the called side, answering an incoming call automatically for the agent.
2. The method of claim 1 , wherein the signal is a whisper command.
3. The method of claim 1 , wherein the signal is a zip tone.
4. The method of claim 1 , wherein the step of determining whether the agent responds orally to the signal by checking for speech activity includes the step of recognizing at least one word spoken by the agent.