Headset System For Use In A Call Center Environment

Abstract

A headset system for use with a telephone system, especially in a call center environment, and a method of operating a wireless headset system in a call center environment, in which method a wireless connection is established between headset and base unit, and the wireless connection is maintained while indicating from a headset user interface to the base unit that the headset is available for receiving an incoming call. The headset system is connected to a telephone system and has a processor configured to receive mode information and to operate according to the received mode information. The headset has a headset user interface and controls the headset signal processor to operate in accordance with user input. The received mode information comprises a call center mode information in which mode the base unit transceiver is controlled to maintain a wireless connection with the headset transceiver, and wherein the user input includes end-of-call information. The headset is further configured to provide the end-of-call information to the base unit while maintaining the wireless connection.

1 . A headset system for use with a telephone system, the headset system comprising a headset and a base unit,
 the base unit being configured to connect to a telephone system and comprising a transceiver configured to communicate wirelessly with the headset, a processor configured to receive mode information, a control unit for controlling the processor to operate according to the received mode information,   the headset comprising   a transceiver configured to communicate wirelessly with the base unit and connected to a headset control unit configured to control a speaker transducer, a microphone transducer and a signal processor configured to process audio signals, the headset control unit further being configured to receive user input via a headset user interface and to control the signal processor to operate the headset in accordance with user input,   wherein the received mode information comprises a call center mode information in which mode the base unit transceiver is controlled to maintain a wireless connection with the headset transceiver, and wherein the user input includes end-of-call information, the headset control unit further being configured to provide the end-of-call information to the base unit while maintaining the wireless connection.   
     
     
         2 . A headset system according to  claim 1 , wherein the mode information is received from the telephone system. 
     
     
         3 . A headset system according to  claim 1 , wherein the mode information is entered by a user via a base unit user interface. 
     
     
         4 . A headset system according to  claim 1 , wherein the headset control unit is configured to control the signal processor to reset audio parameters upon receiving end-of-call information. 
     
     
         5 . A headset system according to  claim 4 , wherein the audio parameters include call quality settings. 
     
     
         6 . A headset system according to  claim 4 , wherein the audio parameters includes signal attenuation, speaker gain, echo, microphone transducer adjustments, speaker transducer adjustments, and audio filter control. 
     
     
         7 . A headset system according to  claim 4 , wherein the resetting of the audio parameters comprises setting the audio parameters to predetermined median values. 
     
     
         8 . A headset system according to  claim 1 , wherein the user input comprises a request for a next call from the telephone system. 
     
     
         9 . A headset system according to  claim 1 , wherein the headset user interface comprises a Multi Function Button. 
     
     
         10 . A headset system according to  claim 1 , wherein the base unit receives an end-of-session signal before terminating the wireless connection between the headset transceiver and the base unit transceiver. 
     
     
         11 . A method of operating a wireless headset system in a call center environment, the wireless headset system comprising a headset and a base unit, the method comprising the steps of
 establishing a wireless connection between the headset and the base unit, and maintaining the wireless connection while indicating from a headset user interface to the base unit that the headset is available for receiving an incoming call.   
     
     
         12 . A method according to  claim 11 , wherein the method further comprises resetting headset audio parameters upon indicating that the headset user is available for receiving an incoming call. 
     
     
         13 . A method according to  claim 11 , wherein the base unit comprises a transceiver configured to communicate wirelessly with a headset transceiver, the method comprising,
 in the base unit:   receiving call-center mode information in a base unit processor,   controlling the base unit processor to operate according to the received call-center mode information, and   maintaining a wireless connection between a headset transceiver and a base unit transceiver,   in the headset:   controlling a speaker transducer, a microphone transducer and a signal processor configured to process audio signals via a headset control unit, receiving in the headset control unit user input provided via a headset user interface and controlling the signal processor to operate the headset in accordance with user input,   providing an end-of-call information to the base unit while maintaining the wireless connection upon receiving a user input including end-of-call information.   
     
     
         14 . A method according to  claim 11 , further comprising resetting audio signal parameters in the signal processor upon receiving end-of-call information. 
     
     
         15 . A method according to  claim 14 , wherein resetting the audio signal parameters includes resetting the audio signal parameters to predetermined median values.