Headset System For Use In A Call Center Environment

Abstract

A headset system for use with especially 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 headset is further configured to provide the end-of-call information to the base unit while maintaining the wireless connection.

1 .- 15 . (canceled) 
     
     
         16 . A multi-function headset system for use with a telephone system usable in a regular mode of operation and a call center mode of operation, the headset system comprising;
 a headset and a base unit; the call center system providing the base unit with a plurality of successive phone calls   the base unit being configured to connect to a telephone system and including: a transceiver configured to communicate wirelessly with the headset, a mode switch configured to control the headset between at least two modes of operation, a regular mode, wherein an end of call signal terminates a wireless connection between the headset and base unit, and a call center mode, wherein and end of call signal maintains said wireless connection between the base unit and headset even if a prior call is terminated, so that the wireless link is immediately ready for a subsequent call,   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 mode of operation comprises a call center mode information in which mode the base unit transceiver is controlled to maintain a wireless connection with the headset transceiver even in periods between successive phone calls, 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.   
     
     
         17 . A headset system according to  claim 16 , wherein the mode of operation is received from the telephone system. 
     
     
         18 . A headset system according to  claim 16 , wherein the mode of operation is entered by a user via a base unit user interface. 
     
     
         19 . A headset system according to  claim 16 , wherein the headset includes a plurality of audio configuration parameters which can be user adjusted and wherein when the system is in call center mode of operation, the headset control unit is configured to control the signal processor to reset said audio parameters to a default setting upon receiving end-of-call information even though the wireless connection has not be terminated from a previous call. 
     
     
         20 . A headset system according to  claim 19 , wherein the audio parameters include call quality settings. 
     
     
         21 . A headset system according to  claim 19 , wherein the audio parameters includes signal attenuation, speaker gain, echo, microphone transducer adjustments, speaker transducer adjustments, and audio filter control. 
     
     
         22 . A headset system according to  claim 19 , wherein the resetting of the audio parameters comprises setting the audio parameters to predetermined median values. 
     
     
         23 . A headset system according to  claim 16 , wherein the user input comprises a request for a next call from the telephone system. 
     
     
         24 . A headset system according to  claim 16 , wherein the headset user interface comprises a Multi Function Button. 
     
     
         25 . A headset system according to  claim 16 , wherein, in call center mode of operation, the base unit receives an end-of-session signal without terminating the wireless connection between the headset transceiver and the base unit transceiver, whereas in regular mode of operation, when the base unit receives an end of session signal, the wireless connection is terminated. 
     
     
         26 . A method of operating a wireless headset system in at least two modes, a first mode being regular mode and a second mode being call center mode, the wireless headset system comprising a headset and a base unit, the method comprising the steps of:
 selecting between first and second modes;   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   in the first mode, establishing and terminating a wireless connection between the headset and base unit in response to an incoming call, said incoming call initially establishing said connection, and an end of call signal for terminating the wireless link;   in the second mode, establishing and terminating a wireless connection between the headset and base unit in response to an incoming call, said incoming call initially establishing said connection, and wherein an end of call signal terminates the call while continuously maintaining the wireless link active without disconnecting the wireless connection even if no call is currently connected to the headset; so that the headset is immediately ready to receive subsequent calls without the need to reestablish a wireless connection.   
     
     
         27 . A method according to  claim 26 , wherein the headset is user adjustable with respect to audio parameters, and wherein if the system is in said second mode, the method further comprises resetting headset audio parameters upon receipt of subsequent incoming calls. 
     
     
         28 . A method according to  claim 26 , 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 second mode, and   continuously maintaining a wireless connection between a headset transceiver and a base unit transceiver without interruption of the connection even if there is no active call in progress,   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.   
     
     
         29 . A method according to  claim 26 , further comprising resetting audio signal parameters in the signal processor upon receiving end-of-call information. 
     
     
         30 . A method according to  claim 29 , wherein resetting the audio signal parameters includes resetting the audio signal parameters to predetermined median values. 
     
     
         31 . A multi-function headset system for use with a telephone system usable in a regular mode of operation and a call center mode of operation, the headset system comprising;
 a headset and a base unit, the call center system providing the base unit with a plurality of phone calls   the base unit being configured to connect to a telephone system and including:   a transceiver configured to communicate wirelessly with the headset, a mode switch configured to control the headset between at least two modes of operation, a regular mode, wherein an end of call signal terminates a wireless connection between the headset and base unit, and a call center mode, wherein and end of call signal maintains said wireless connection between the base unit and headset even if a call is terminated, so that the wireless link is immediately ready for a subsequent call,   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 mode of operation comprises a call center mode information in which mode the base unit transceiver is controlled to maintain an audio link on 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 audio link on the wireless connection, and   wherein the headset further includes a plurality of audio configuration parameters which can be user adjusted and wherein in the call center mode of operation, the headset control unit is configured to control the signal processor to reset said audio parameters to a default setting upon receiving a subsequent call even though the wireless connection has not be terminated from a previous call.