Aspect Software, Incorporated

Rockwell Electronic Commerce Corp.

Mary Ellen Moser

Mike Hollatz

Dave Wesen

Anthony J Dezonno

Jeff Hodson

Roger A Sumner

Robert Beckstrom

Jeffrey D Hodson

Eric James

Carlo Bonifazi

David A Funck

Nayel Saleh

Dave Mosquera

Sandy Biggam

Mike Peters

Michael J Sheridan

Mike Sheridan

A method and apparatus are provided for routing calls from a contact center. The method includes the steps of providing a SIP presence server within the contact center that only provides presence information in support of outgoing calls from agents of the contact center, receiving a presence message by the SIP presence server identifying a communication port of an client and routing a call from an agent of the contact center to the client based upon the received registration message.

Method of routing calls from a contact center

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

A method and apparatus are provided for routing a plurality of different types of Internet messages within a host to a plurality of agents. The method includes the steps of determining the message type of each of the plurality of different types of Internet messages and inserting a message type identifier into a packet of each message type of the plurality of different message types. The method further includes the steps of routing the packets to an Internet message distributor and distributing the messages within the Internet message distributor to the plurality of agents based upon the inserted message type identifier.

Contact identifier for message types

Growing community of inventors

Warrenville, IL, United States of America

Mary Ellen Moser