Call distributor with automatic preannouncement system and method

摘要

An automatic call distributor (ACD) 20 is connected with a plurality of agent telephonic sets 12 for audio communication with customers at customer telephonic sets 16 of an external telephonic switching system 18. Visual displays (32) on the agent telephonic sets 12 display information concerning customers, and an automated preannouncement system 10 having a hard disk 25 stores preannouncement voice messages in a voice of a particular agent. A sign-in-code stored in a main memory 24 of the ACD 20 is associated with a particular agent, so that when an agent enters a sign-in code at a particular agent set, a digital audio source card circuit 30 plays a preannouncement voice message received from the hard disk 25 in the voice of the particular agent associated with the sign-in code, thereby permitting agents to move freely between agent sets. Other embodiments disclose how one of a plurality of preannouncement messages is sent to the caller, or one of a plurality of display screen messages to the agent, depending upon the type of caller connected thereto.