Systems and methods for incorporating video into voice-only call centers
Systems and methods for incorporating video into voice-only call centers are provided. These systems and methods incorporate video by separating the video from the audio portion of incoming calls, routing the audio through the voice-only system to an agent telephone, routing the video separately from the audio to an agent terminal, and re-joining the video with the audio for outgoing portions of the call.
1 . A method for implementing a video telephone call in conjunction with a voice-only telephone call center system, comprising:
splitting the video telephone call into a video part and a voice audio part;
coupling the voice part through a PBX to a telephone of a selected agent; and
coupling the video part to a terminal of the selected agent.
2 . The method as claimed in claim 1 , further comprising:
using at least one buffer to synchronize the video part and the voice part.
3 . The method as claimed in claim 1 , further comprising:
processing the video part.
4 . The method as claimed in claim 1 , wherein the video telephone call is made by a caller using a third generation (3G) mobile telephone.
5 . The method as claimed in claim 1 , wherein the video telephone call is made using an internet protocol (IP) network.
6 . The method as claimed in claim 1 , further comprising presenting a video stream, a logo, a screensaver, or an avatar on the video part.
7 . The method as claimed in claim 1 , further comprising presenting a combination of two video signals on the video part.
8 . The method as claimed in claim 1 , further comprising presenting an audio stream on the voice part.
9 . The method as claimed in claim 1 , further comprising merging the video part and the voice part.
10 . A system for implementing a video telephone call in conjunction with a voice-only telephone call center system, comprising:
means for splitting the video telephone call into a video part and a voice audio part;
means for coupling the voice part to a telephone of a selected agent; and
means for coupling the video part to a terminal of the selected agent.
11 . The system as claimed in claim 10 , further comprising:
means for using at least one buffer to synchronize the video part and the voice part.
12 . The system as claimed in claim 10 , further comprising:
means for processing the video part.
13 . The system as claimed in claim 10 , wherein the video telephone call is made by a caller using a third generation (3G) mobile telephone.
14 . The system as claimed in claim 10 , wherein the video telephone call is made using an internet protocol (IP) network.
15 . The system as claimed in claim 10 , further comprising:
means for presenting a video stream, a logo, a screensaver, or an avatar on the video part.
16 . The system as claimed in claim 10 , further comprising:
means for presenting a combination of two video signals on the video part.
17 . The system as claimed in claim 10 , further comprising:
means presenting an audio stream on the voice part.
18 . The system as claimed in claim 10 , further comprising
means for merging the video part and the voice part.
19 . A system for implementing a video telephone call in conjunction with a voice-only telephone call center system, comprising:
a split and merge unit that splits the video telephone call into a video part and a voice audio part, that couples the voice part through a PBX to a telephone of a selected agent, and that couples the video part to a terminal of the selected agent.
20 . The system as claimed in claim 19 , further comprising:
a buffer that synchronizes the video part and the voice part.
21 . The system as claimed in claim 19 , further comprising:
a processor that processes the video part.
22 . The system as claimed in claim 19 , wherein the video telephone call is made by a caller using a third generation (3G) mobile telephone.
23 . The system as claimed in claim 19 , wherein the video telephone call is made using an internet protocol (IP) network.
24 . The system as claimed in claim 19 , wherein the split and merge unit presents a video stream, a logo, a screensaver, or an avatar on the video part.
25 . The system as claimed in claim 19 , wherein the split and merge unit presents a combination of two video signals on the video part.
26 . The system as claimed in claim 19 , wherein the split and merge unit presents an audio stream on the voice part.
27 . The system as claimed in claim 19 , wherein the split and merge unit merges the video part and the voice part.