Rockwell Electronic Commerce Technologies, LLC

Rockwell Electronic Commerce Corp.

Other

Rockwell International Corporation

Arris Enterprises LLC

Arris Group, Inc.

Rockwell Electronics Commerce Technologies LLC

Darryl P Hymel

Anthony J Dezonno

Craig R Shambaugh

Mark J Power

Laird C Williams

Kenneth E Venner

Jared Bluestein

Jim F Martin

James H Martin

Paul Fischer

Tim Moore

Thomas J Cloonan

Bernard McGourty

James Randall West

James Bryla

A device and method for routing separate data flows to subscribers on a content distribution network are provided. The device includes a group of access modules having signal processing circuitry each coupled to a corresponding interface unit. The interface units are coupled in a daisy chain configuration. The access modules include at least first and second active access modules and a spare access module. The group being configured for normal mode operation in which the first active access module processes a first data flow and the second active access module processes a second data flow, and the group being configured for sparing event mode operation in which the first data flow is automatically switched to the second active access module and the second data flow is automatically switched to the spare access module.

Sparing method and apparatus

A fixed MAC address of a cable modem is used to generate a series of unique MAC Addresses in order to simulate multiple cable modems from the CMTS's point of view. Before a scheduled maintenance operation, a simulated MAC address value is disbursed to pertinent hardware registers in the cable modem. When the station maintenance occurs, the simulated MAC address value is sent in place of the fixed original address.

Method and system for simulating multiple cable modems

A method and apparatus are provided for adjusting a content of an oral presentation provided by an agent of an organization and perceived by a human target of the organization based upon an objective of the organization. The method includes the steps of detecting a content of the oral presentation provided by the agent and modifying the oral presentation provided by the agent to produce the oral presentation perceived by the human target based upon the detected content and the organizational objective.

Voice filter for normalizing an agents response by altering emotional and word content

Method and apparatus for providing customer data to an agent in connection with an organization's automatic call distribution (ACD) system. The desired customer data and its format can be tailored to the organization's needs and packaged as a web page. The ACD provides a URL to a browser of the agent, which accesses the URL at a server. The web page corresponds with the URL and is provided by the server to the browser. The data can be displayed to the agent, regardless of the type of customer contact with the organization's ACD system.

Providing customer data to an automatic call distribution system agent

Voice filter for normalizing an agent's emotional response

A method and apparatus are provided for routing multimedia calls within an automatic call distributor system having a automatic call distributor coupled to the public switched telephone network and a host coupled to the Internet. The method includes the steps of receiving an Internet call from an Internet caller by the host through the Internet, requesting an agent assignment for handling the Internet call from the automatic call distributor coupled to the public switched telephone network and transferring the Internet call to a terminal of the agent assigned by the automatic call distributor.

ACD multimedia customer contact routing with delay announcements

A method and apparatus are provided for presenting script to be followed by a telemarketer during a threaded conversation with a customer. The method includes the steps of recognizing a word content of a response of the customer to a first portion of the presented script and detecting key words and key words in context of the response. The method further includes the steps of evaluating the detected key words and key words in context to determine an information content, comparing the information content of the evaluated words with an information content of a plurality of expected customer responses and selecting the expected customer response with a closest relative match and following a script associated with the selected expected customer response of the customer as a second portion of the presented script.

Method of creating scripts by translating agent/customer conversations

A method and apparatus are provided for presenting background sensory information to a call participant through a call connection. The method includes the steps of determining an identity of the call participant from call associated information and presenting the call participant with predetermined background sensory information through the call connection based upon the identity of the caller.

Method of providing background and video patterns

A method and apparatus are provided for identifying textual information for use in a threaded discussion. The method includes the steps of detecting key words and key words in context of the threaded discussion and weighting the detected words based upon an information content and context of each word and upon a time period since each word was last used to produce a weighted information content of the threaded discussion. The method further includes the steps of searching for and locating textual information within a database with an information content related to the weighted information content, comparing the information content of the located textual information with the weighted information content to provide an objective difference value and presenting the located textual information to the discussion where the objective difference value exceeds a threshold value.

Natural language agent for monitoring a threaded discussion

A method and apparatus for adjusting a dialect for an oral presentation provided by an agent of an organization to a human target of the organization through a communications network. The method includes the steps of determining a dialect to be used by the agent for communicating with the target, modifying the dialect of the oral presentation of the agent for communicating with the target based upon the determined dialect and presenting the modified oral presentation to the target.

Method of modifying speech to provide a user selectable dialect

Method and apparatus for routing a non-circuit switched contact to an agent in a circuit switched telephony-based automatic call distribution (ACD) system, without using a voice port for the external contact. A media-port is used to emulate the voice port, permitting the routing of the non-circuit switched contact through the telephony-based ACD system.

Automatic call distribution system contact routing with media-port

A method is provided for assigning agents of a plurality of agent groups to a agent pool for answering a call based upon a time delay for answering the call. The method includes the steps of designating a first agent group as candidates for answering a call based upon first availability, forming an expanded group of the first group and at least some agents of a second group when the time delay exceeds a threshold and assigning the call to an agent of the expanded group based upon first availability.

ACD tier based routing

Method and apparatus for accomplishing an agent log-on to an automatic call distribution system, which requires a telephone identifier corresponding with an agent, without making a circuit switched telephone connection or using a circuit switched voice port. A pseudo-port is used to emulate the circuit switched voice port, permitting completion of the log-on, and permitting execution of &ldquo;call&rdquo; handling functions with respect to the agent for &ldquo;calls&rdquo; not requiring a circuit switched telephone connection.

Automatic call distribution system agent log-on with pseudo-port

A method and apparatus are provided for allocating resources within an automatic call distributor. The method includes the steps of receiving an incoming call from a supervisor on a voice channel of the automatic call distributor and routing the incoming call to an autoattendant of the automatic call distributor. The method further includes the steps of presenting the supervisor with a set of options regarding the allocation of resources within the automatic call distributor, receiving a change request from the supervisor and executing the change request.

Remote ACD data base modification via telephone

A method and apparatus are provided for encoding a spoken language. The method includes the steps recognizing a verbal content of the spoken language, measuring an attribute of the recognized verbal content and encoding the recognized and measured verbal content.

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Batavia, IL, United States of America

Darryl P Hymel