METHOD AND APPARATUS FOR ENABLING FULL INTERACTIVE MONITORING OF CALLS TO AND FROM A CALL-IN CENTER

摘要

An agent station (123, 125) at a telephony call center (124) has a telephone (127, 129) and a computer platform (131, 133) with a sound card. The telephone (127, 129) has a speaker line connected to at least a microphone input at the sound card. In some instances the speaker line is connected to both the microphone and speaker ports of the sound card. Agent stations (123, 125) in the call center (124) are interconnected on a LAN (117) such that a supervisor at one station (125) may monitor telephone conversations at another station (123) having the connected telephone (127) and sound card. In some instances a file-sharing application (149) is used, allowing a supervisor to view a screen at the agent station (123) as well as to monitor and participate in telephone conversations. The system provides a complete monitoring and service-observing capability in the call center (124).