| 摘要 |
A system and method for receiving information from a caller without the information being accessed by an agent handling the call. A call is received and routed to an agent, who may be remote. When predetermined information (e.g., credit card number, social security number) is to be provided by the caller, an IVR (Interactive Voice Response) unit or media server is bridged into the call. The caller's input is received by the IVR unit, but not by the agent. If the information is entered as DTMF tones, those tones may be muted or altered for the agent. The agent's voice connection may remain open, however, to receive and answer questions from the caller. If the information is provided verbally, the audio connection to the agent may be muted. The agent is signaled when the information is complete, at which time the IVR unit is disconnected and the call proceeds normally. |
