A system for presenting a recorded message on behalf of an agent receiving a call at an agent station in a call center, the agent station having a telephony interface for receiving calls and a personal computer with a video display unit (PC/VDU), has a telephony switching apparatus enhanced by a computer-telephony...http://www.google.de/patents/US6442247?utm_source=gb-gplus-sharePatent US6442247 - Method and apparatus for recording and automated playback of personal agent greetings in a communication-center environment
