Rockwell International Corporation

Lenihan, John P.

Nguyen, Mai Tan

John P Lenihan

Kurt E Sunderman

Anthony J Dezonno

Roger A Sumner

Daniel F Baker

Thomas S Holtaway

Mark J Michelson

Walter Rafacz

Richard A Dallmann

Mai T Nguyen

Mai Tan Nguyen

A schedule adherence system for a plurality of agents having a device (30) for defining a daily work schedule for the agents, a device (30) for determining the actual activity of the agents and comparing the activity of the agents with the work schedule, a device (30) for defining threshold limits for the variance between the actual activity of the agents and the work schedule, and a device (30) for indicating when the variance between the actual activity and the work schedule is an amount greater than the threshold limits.

System for comparing an agent activity with a work schedule

A diagnostic device (12) for a telephone system (14) having a computer (10) having a memory, a compiler in the memory, and a plurality of high level statements (16) for controlling the flow of telephone calls in the system (14), and a device (10) responsive to a set of statements (16) defined for the program for determining diagnostic information associated with the steps of the program.

Diagnostic device for a telephone system

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

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 automatic call distribution system (100) and method provides an operator the capability of selectively adding additional data elements for which the system (100) logs operating data. The system (100) includes an automatic call distributor (102) having a multiport switch (114) for routing incoming telephone calls to a plurality of agent telephonic units (107) and a central processing unit (116) for controlling operation of the multiport switch (114) and for acquiring data representative of specified points during the routing of calls in the system (100). An operator adds additional data elements for which the central processing unit (116) collects data via a computer terminal (120). The computer terminal (120) includes a terminal display unit (122) for displaying the data and a terminal input device (124) for sending instructions to the central processing unit (116) to add data elements. A data computer (108) connected to the central processing unit (116) stores and displays the acquired data. A printer (112) provides a printed record of the data.

Automatic call distribution system with user definable logging and

A digital signal processing system for interfacing with a central control having at least a control port. The system has a control processor having an interface port connected to the control port of the central control. The control processor also has at least first, second and third ports. At least first, second and third kernel processors for running software application tasks have first, second and third ports connected to the first, second and third ports of the control processor, respectively, each of the kernel processors having a plurality of channel ports connected to a bus for providing a plurality of channels. The control processor in response to data received from the central control establishes one of a plurality of software application tasks in each of the kernel processors.

Functionally programmable PCM data analyzer and transmitter for use in

Console for use in an automatic call distribution system

A tone and announcement PCM code generator (10) outputs to selected multiple channels of a TDM telephonic switching system (12) selected tones and voice announcements stored in a message memory (16) according to command signals from a telephonic switching system central controller (12A) through a share memory (20) to a state machine, or sequencer, (22). The sequencer controls the message memory (16) to provide selected tones and voice announcements through a serial interface (24) on the selected TDM channels. The entire repertoire of tones and announcements can be down loaded from a central memory (12B) of the telephonic switching system (12), and customer designed voice messages from any channel of the telephonic switching system can be stored in the message memory (16) for later local playback or for up loading to the central memory (12B). All tones and announcements are processed uniformly and any tone or announcement can be preselected to any or all channels simultaneously for maximum system flexibility. The entire period of periodic tone signals including the silent segment are stored to enable processing in the same way as continuous tones.

Growing community of inventors

Wheaton, IL, United States of America

John P Lenihan