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Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment
Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment
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机译：在联络中心环境中实现基于语音的远程知识工作者的状态和交互的管理的方法和装置
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摘要
A network system for enabling voice interaction between communications-center applications and human agents remote from the center has a primary server connected to the network the server controlling at least one routing point used by the center, a secondary server connected to the network the secondary server for generating and serving voice extensible markup language, a voice gateway associated with the secondary server, the gateway for executing voice extensible markup language and recognizing speech input, and a software platform based in the primary server and distributed in part as a server application to the secondary server, the software suite functioning as a data transformation interface between the center applications and the gateway. In a preferred use agents and applications communicate bi-directionally using VXML.
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