Rockwell Electronic Commerce Technologies, LLC

Rockwell International Corporation

Aspect Software, Incorporated

Rockwell Electronic Commerce Corp.

Other

Rockwell Semiconductor Systems, Inc.

Rockwell Electronics Commerce Technologies LLC

D.b. Zwirn Finance, LLC

Anthony J Dezonno

Craig R Shambaugh

Mark J Power

Roger A Sumner

Robert Beckstrom

Jeffrey D Hodson

Carlo Bonifazi

Mark J Michelson

Darryl P Hymel

Kenneth E Venner

Laird C Williams

Jared Bluestein

Eric James

Nayel Saleh

David A Funck

Jeff Hodson

Dave Mosquera

Michael H Peters

William R Quayle

Jim F Martin

James H Martin

Michael Charles Hollatz

Mike Hollatz

Sandy Biggam

Joseph Bloom

Daniel F Baker

John P Lenihan

Robert T Eitel

Dave Wesen

Mary Ellen Moser

Mike Peters

Michael J Sheridan

Mark Powers

William Fechalos

Paul E Van Berkum

David L Blaha

Thomas S Holtaway

Ole J Mengshoel

Ken Fertig

David Wesen

Marshall Peltz

Joe Bloom

Kurt Sunderman

Marshall Ball

Richard S Surma

James J Bryla

Mike Sheridan

A method and apparatus for providing transaction services to one of a plurality of organizations where such transaction services are provided for servicing contacts with clients of the organization through an independently operated contact processing system having a communication connection with the organization through the Internet. The method includes the steps of a contact controller of the organization providing contact control instructions for servicing the contacts to a control interface of the contact processing system and a web services publisher exchanging control information between the organization and contact controller through the Internet for the servicing the contacts with the clients of the organization.

Business rule web service

The method and apparatus is for improving transactions in a communication system. The method including: dynamically monitoring a data session between at least one of first and second parties in a transaction in the communication system; and engaging a third party into the transaction as a function of the monitoring of the data session between the first and second parties. The apparatus implements the method.

Data session notification means and method

A system and method can broadcast a plurality of instant messages, at substantially the same time, via a computer network to a plurality of recipients. The recipients can respond via the network to a human or an automated agent. A predetermined reply message can be sent if all agents are busy.

System and method for bulk data messaging

Disclosed is a method for distributing customer contacts to a transaction processing entity of a transaction processing system. The method includes determining a media type for a customer contact in the transaction processing system and finding a transaction processing entity that is capable of handling the media type. In addition, the method includes routing the customer contact to a transaction processing entity that is capable of handling the media type. In one embodiment, a transaction routing table is used to perform the distribution of customer contacts. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims. 37 CFR 1.72(b).

System and method for distributing customer contacts

The method for and system or apparatus for forecasting future communication transaction traffic from a customer include the steps of or structure for: collecting communication channel data on at least first and second communication channels; performing a numeric transformation to the data; calculating a discrete choice probability for each communication channel; and forecasting future period usage values for a user on a communication channel.

Discrete choice method of reporting and predicting multiple transaction types

In one embodiment, a method is provided for routing calls within an automatic contact distribution system comprising assessing at least two evaluators programmed to collect information about identified sets of attributes associated with a call. The system then initiates the collection of information to enable the evaluators to assign a value to those attributed for which information exists. A comparison is then performed of the values assigned to the attributes in each evaluator. The call is then routed to the agent selected by the comparison.

Method and apparatus for customer key routing

The apparatus and method provide assistance to an agent in a communication system, such as a communication system having an automatic call distributor. The method has the steps of determining skills of each agent of a plurality of agents, storing the determined skills for respective agents of the plurality of agents as skill records in a database, retrieving the skill record of a predetermined agent from the database, comparing the skill record of the predetermined agent to the skill records of the other agents in the database, selecting an agent from the plurality of agents based on the comparison of skill records, and establishing communication between the predetermined agent and the selected agent. The skill record of a predetermined agent is retrieved when the predetermined agent of the plurality of agents requests to communicate with another of the agents of the plurality of agents. The apparatus implements the method. The method and apparatus provide the ability for an agent or an inbound caller to solicit assistance from a group of similarly or higher skilled agents, especially in remote environments where, in the case of an agent, the agent does not have direct contact with other agents.

Skill based chat function in a communication system

A method and apparatus are provided for prompting an agent of an automatic contact distributor during a customer service contact with a client. The method includes the steps of detecting a state of the customer service contact with the client via operation of a terminal of the agent; selecting a set of possible responses for use by the agent from a plurality of sets of possible responses that are appropriate to the detected state of the customer service contact and visually prompting the agent with the selected set of possible responses.

Customer automated response system

A method and apparatus are provided for processing a call with a client within an automatic contact distributor system. The method includes the step of providing a user agent application within a terminal of an agent of the automatic contact distributor system that functions as an interface for exchanging SIP commands and providing an agent state machine within the terminal of the agent that controls a plurality of call states of a connection of the call between the client and the agent where the agent state machine is different than the user agent application. The method further includes the steps of receiving a SIP INVITE by the user agent application from an automatic contact distributor of the automatic contact distribution system transferring the call from the automatic contact distributor to the agent and depicting a state of the plurality of states of the call on a display of the terminal based upon a logical state of the state machine.

Method and apparatus for processing customer contacts using a state machine

A method and apparatus are provided for processing information within a computing system. The method includes the steps of detecting a contact with a client of an organization that operates and uses the computing system for its own internal business purposes, providing a processing application within the computing system for distributing the detected contact to one of a plurality of human agents of the organization based upon a context of the contact, where said provided processing application has been previously divided into a sequence of separated software modules based upon a predetermined criteria, locating each software module of the sequence of software modules within a set of computers of the computer system where the set of computers are interconnected via a network and sequentially activating the sequence of software modules of the processing application by performing a search over the network to locate and activate each software module to process and distribute the contact to the human agent.

Peer to peer application processor

A method and apparatus are provided for establishing communication sessions through the Internet. The method includes the steps of receiving a request from an Internet requester by a website for a communication session with an agent of the website, analyzing browser associated information relating to the request and selecting an agent for the communication session based upon a content of the analyzed browser associated information.

Method of allocating data communication sessions based upon user information

A method and apparatus are provided for assigning a plurality of agents to a plurality of contacts. The method includes the steps of providing an ordered list of agent preferences for each contact of the plurality of contacts, providing an ordered list of contact preferences for each agent of the plurality of agents and assigning an agent of the plurality of agents to a contact of the plurality of contacts based upon the preferences lists of both the contact and agent.

Method of preference driven segmentation routing

Queue callback systems and methods handle scheduled callbacks to requesters in the absence of resources by providing a pre-established message soliciting the establishment of an alternate callback. Non-callback options can also be presented to the respective requester. Agents can also be organized in a plurality of queues, each of a selected size, to more effectively use callback resources.

System and method for minimizing queue callback faults

A method and apparatus are provided for assigning a call to one of a plurality of agents. The method includes the steps of providing a description of the call to each of the plurality of agents, receiving a bid to handle the call from each of the plurality of agents and assigning the call to an agent of the plurality of agents with a highest relative received bid.

Agent registration and bidding system

A method and apparatus are provided for processing a contact with a client of an organization. The method includes the steps of a contact processing resource of the organization detecting a contact with the client through a first communication channel operating under a first communication format, the contact processing resource generating an information request based upon the contact with the client, transferring the information request to a media server of the organization and the media server sending an information response to the client through a second communication channel operating under a second communication format.

Automatic generation of mixed media messages

Growing community of inventors

Bloomingdale, IL, United States of America

Anthony J Dezonno