Rockwell International Corporation

Rockwell Electronic Commerce Technologies, LLC

Rockwell Semiconductor Systems, Inc.

Aspect Software, Incorporated

Rockwell Science Center, Inc.

Daniel F Baker

Joseph C Steinlicht

Thomas S Holtaway

Anthony J Dezonno

Craig R Shambaugh

Roger A Sumner

Paul E Van Berkum

John P Lenihan

Noreen A Harrington

Thaddeus Rafacz

Mark J Power

Mark J Michelson

Barry W Jones

Robert T Eitel

Kurt E Sunderman

Steven T DeLong

Paul D Swardstrom

Daniel L Greene

Michael C Hollatz

James Lewis Beck, Iii

C K Venugopal

Jeffrey J Skibinski

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

Method and apparatus for determining and tracking the locations of agents using wireless units to process calls directed through an automatic call distribution system. Based on signals with different cells or based on independent navigation information, locations of wireless units can be monitored and stored for later analysis. In addition, location information can be compared to an agent location schedule to determine adherence and provide adherence reports.

Tracking agent call processing locations in connection with an automatic call distribution system

A method and apparatus are provided for exchanging control information between a automatic call distributor and a public switched telephone network. The method includes the steps of identifying a subscriber channel between the automatic call distributor and public switched telephone network for use during a communication transaction and exchanging control information regarding the identified data channel over any of a plurality of available control channel between the public switch telephone network and automatic call distributor using nonassociative signaling.

Standalone ACD system with native signaling system 7 capability

Method and apparatus for configuring agent log-off reasons in connection with an automatic contact distribution (ACD) system. An organization operating an ACD system can define any number of agent log-off reasons, which can be configured for individual agents, for groups of agents, or system-wide. These custom-defined reasons can be incorporated in historical reports and in real-time displays regarding schedule adherence. These custom-defined reasons can be changed at any time. In addition, the order in which the reasons appear for selection by an agent can be changed at any time, and can be reordered automatically in accordance with different algorithms.

Automatic contact distribution system definable agent log-off reasons

An automatic call distribution system includes an automatic call distribution network, a plurality of network terminations interconnectable with the automatic call distribution network using a first bus protocol, and an interface which is interconnectable with one of the first network terminations using the first bus protocol. The interface is operable for interfacing between the first bus protocol and a second bus protocol different than the first bus protocol, and a network termination functional module is interconnectable with the interface using the second bus protocol. An automatic call distributor interconnectable with a network termination using a first bus protocol is used by a method that includes the steps of coupling a bus converter with the network termination using the first bus protocol and coupling a network termination functional module with the bus converter using a second bus protocol different than the first bus protocol. The bus converter is operable for converting between the first bus protocol and the second bus protocol.

Bus interface for automatic call distributor

A method and apparatus are provided for processing signals received on a R multifrequency compelled signalling subscriber channel within a telephone switch. The method includes the steps of disposing a digital signal processor within the telephone switch between an inbound path of the R multifrequency compelled signal subscriber channel and a controlling processor of the telephone switch and detecting an R multifrequency compelled signalling control transmission by the digital signal processor on the inbound path. The method further includes the steps of responding to the control transmission by the digital signal processor transmitting an acknowledgement on an outbound path of the subscriber channel and transferring a symbolic representation of the control transmission to the controlling processor of the switch.

R2 multi-frequency compelled signalling using a DSP on a network termination card

A method and automatic call distribution system,for routing incoming telephone calls,from external telephonic units,to selected ones of a plurality of agents A,-A,wherein the agents A,-A,are grouped into skill groups,are provided. Each of the skill groups,is comprised of agents having a common agent-skill indicator. An agent-skill indicator being representative of a skill of the agent. Further, the agents in a skill group are arranged by length of time the agent has been available. An incoming telephone call,is initially assigned a call-skill indicator representative of a skill deemed useful in satisfying a need of the external caller. The call-skill indicator is then matched to a common agent-skill indicator of one of the skill groups. The telephone call is routed to the available agent in the matched skill group having been available the longest time. If no agents are available, the external caller is placed in queue until an available agent enters the matched skill group. Unavailable agents are stored in an unavailable group,and are inserted into corresponding skill groups,when they become available.

Method and system for routing incoming telephone calls to available agents based on agent skills

A method and apparatus are provided for selecting a language for use by a plurality of agents of an automatic call distributor. The method includes the steps of storing an indication of the selected language in a memory of the automatic call distributor, downloading the indication to each agent station of each agent of the plurality of agents and programming the agent stations to use the selected language based upon the downloaded indication of the selected language.

ACD with multi-lingual agent position

An automatic call distributor (12) having a device (10) for routing application telephone calls to any agent (20), a device (10) for routing an exterior position call directly to a particular agent (20), a device (10) for routing an interior position call directly to the particular agent (20), a device (10) for indicating the type of call being received among the application, external position, and internal position calls to the particular agent (20), and a device (10) for connecting the desired indicated call to the particular agent (20).

Automatic call distributor with agent controlled call connection

A call recording system and method records telephone calls routed by a telephonic switch 104 to agents located at computer terminals 108. A call information circuit 110 associated with the telephonic switch 104 detects information, such as DNIS via a DNIS circuit 112 and/or information provided by the caller, relating to the telephone calls. The computer terminal 108 includes a recording device 114 which records the telephone calls based on the call information relating to the calls. The recordings of the calls are stored in a storage device 116. To facilitate later replaying a call, a call sequence indicator 118 attaches a call sequence number to a recording of telephone call. Alternatively, or in addition to, a call time indicator 118 attaches a time and day indicator to the recording based on when the call was received. An automatic recorder 122 automatically records specified telephone calls based on the call information. An overwrite circuit 126 overwrites the call recording in the storage device every time period. A period selector 128 permits the agent, or an administrator, to select the length of the time period.

Call recording system and method for use with a telephonic switch

An automatic call distributor (ACD) for routing application, external position and internal position telephone calls to one of a plurality of agents is disclosed. Priority levels of the different types of calls are selectively assigned for each individual agent and can be changed as desired. When a plurality of incoming calls having different call types are received concurrently for a particular agent, the call of the call type having the highest priority as determined for the particular agent is connected to the particular agent first.

Automatic call distributor with prioritization

An announcement system 100 and method is provided which plays announcements recorded in the voice of an agent servicing a call routed by a telephonic switch 106 at substantially any time during the call. A call information circuit 136 detects information relating to the call, such as DNIS and ANI. This information is transmitted to a computer terminal 110 at which the agent is stationed and logged on. A CPU 120 may automatically select and play an announcement stored in a memory circuit 124 based on this information. Further, the agent may select and play an announcement at substantially anytime via an input device 112. The CPU 120 may select a particular announcement to play based on the time of day (morning, afternoon or evening) determined from a clock 130. An administrator system 128 permits an administrator to control the recording, storing and playing of announcements. In particular, the announcements may be stored in a remote storage medium 126 and downloaded to the memory circuit 124 when the agent logs in to the computer terminal 110. The administrator may draft scripts via a script circuit 132 which are read by the agent. The scripts are displayed to the agent via a script viewer 134.

Annoucement system and method in a telephone call switching system

An automatic call distributor (20) connected with a plurality of agent telephonic sets (12) for audio communication with customers at customer telephonic sets (16) of an external telephonic switching system (18), visual displays (32) on the agent telephonic sets (12) for display of information concerning customers with an automated preannouncement system (10) having a hard disk (25) for storing preannouncement voice messages in a voice of a particular agent, a sign-in code stored in a main memory (24) of the automatic call distributor (20) associated with the particular agent, a key pad (34) at the agent sets (12) for entering in a sign-in code, and a digital audio source card circuit (30) for playing a preannouncement voice message received from the hard disk (25) in the voice of the particular agent associated with the sign-in code to a customer at a customer set (16) connected by the automatic call distributor (20) to the agent set (12) at which the sign-in code of the particular agent has been entered.

Call distributor with automatic preannouncement system and method

A telecommunication system (11) having a private branch exchange (PBX) (10) with a multiport switch (12) controlled by a central control processing unit (14) and an associated PBX memory (16) for directing telephonic calls to terminate at identified ones of a plurality of PBX internal telephonic units (22) placed at predetermined positions of the multiport switch (12), a user modifiable PBX terminating call feature controller (30) which stores a call handling feature script in memory (16) defining call handling operations for telephonic calls directed to an identified PBX internal telephonic unit (22) and a system administration unit (24) coupled with the central control processing unit (14) of the PBX (10) for modifying the call handling feature script through employment of commands entered at the system administration unit (24) at the PBX (10) to alter the call handling operations of telephonic calls terminating at the identified PBX internal telephonic unit (22).

Telecommunication system with user modifiable PBX terminating call

An automatic port capability assignment system for assigning port capabilities to communication ports (20) of a telephonic switching system (10) with a switch (12) controlled by a central processing unit (14) having a memory (15) to interconnect an external network (16) of external telephonic units with interior telephonic units (18) respectively connected with communication ports (20) of the switch (12) and having various communications capabilities. The physical capabilities of an interior telephonic unit (18) connected to a port (20) are determined by a system administration unit (13) assigning a logical device type and a predetermined set of personal capabilities for the individual user. In response to receipt of a sign-in code of an individual user on an interior telephonic unit (18), the automatic port capability assignment system ascertains the personal capabilities permitted for the individual user. Port capabilities are assigned by the control processing unit (14) to communication ports (20) based on the ascertained personal capabilities and the determined physical capabilities of the interior communication unit (20) connected to the port (20).

Growing community of inventors

Rolling Meadows, IL, United States of America

Daniel F Baker