8. A system according to claim 1 , wherein each text message from the agent is one of selected from a set of pre-formed responses and generated manually by the agent.
8. A system according to claim 1 , wherein each text message from the agent is one of selected from a set of pre-formed responses and generated manually by the agent. 9. A system according to claim 8 , wherein each of the pre-formed responses is stored with pre-recorded sound bites for playback to the caller.