Aspect Software, Incorporated

Rockwell Electronic Commerce Technologies, LLC

Rockwell Electronic Commerce Corp.

Mike Hollatz

Dave Wesen

Roger A Sumner

Jeff Hodson

Anthony J Dezonno

Michael H Peters

Mary Ellen Moser

Jeffrey D Hodson

Sandy Biggam

David Wesen

Robert Beckstrom

Eric James

Carlo Bonifazi

David A Funck

Nayel Saleh

Dave Mosquera

Mike Peters

Tony Dezonno

Michael J Sheridan

Joseph Steinlicht

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 call within an automatic contact distributor. The method includes the steps of transferring control of the call to a buffer server, setting up a call connection between an agent of the automatic call distributor and a client of the automatic call distributor through the buffer server, re-addressing SIP messages received by the buffer server from the agent and forwarding the re-addressed SIP messages to the client and re-addressing SIP messages received from the client and forwarding the re-addressed SIP messages to the agent.

IP ACD using buffer server

A method and apparatus are provided for automatic call distributors that route calls based in part on timely business information. The method includes providing a simulation model for calculating information and using this information from the model together with key process indicators information to generate decisions for routing calls.

Contact center business modeler

A method and apparatus are provided for controlling a plurality of contacts with respective clients on a terminal of an agent of an organization. The method includes the steps of setting up the plurality of contacts with the respective clients under an Internet protocol and simultaneously displaying a respective line softkey of each contact of the plurality of contacts on a terminal of the agent where the respective line softkey depicts a status of the contact.

Contact center system independent of line key status or current agent activity/state

A method and apparatus are provided for routing a SIP INVITE by a contact distributor that provides contact distribution services to a plurality of independent contact distribution services tenants. The method includes the steps of routing the SIP INVITE to a SIP proxy server of the contact distributor, the SIP proxy server identifying a tenant associated with the SIP INVITE of the plurality of independent contact distribution services tenants and the SIP proxy server routing the SIP INVITE to a resource of the contact distributor based upon the identified tenant.

SIP ACD multi-tenant mechanism that facilitates multiple levels of partitions or tenants

A method and apparatus are provided for retrievably storing information within an automatic contact distributor system within a database that is accessible through the Internet. The method includes the steps of saving the information from the automatic call distributor system within the database using a SIP REGISTER message and retrieving the information through the Internet using a SIP SUBSCRIBE message.

Method of providing status information within an ACD

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

A method and apparatus are provided for storing data from an automatic contact distributor for access through the Internet. The method includes the steps of transferring information from a first resource of the automatic contact distributor to a database through the Internet where the transferred information is encoded within SIP messages and where the transferred information related to a predetermined service that the first resource has performed for a second resource of the automatic contact distributor, compiling and storing the transferred information in a data file of the database where the data file is indexed by a file identifier and retrieving the information from the database by a third resource of the automatic contract distributor using the file identifier.

Method of storing information within an ACD

A method and apparatus are provided for processing a call within an automatic contact distributor between a caller of the call and the automatic contact distributor. The method includes the steps of assigning a call identifier to the call when it arrives at the automatic contact distributor and transferring a call registration message from a resource of the automatic contact distributor to a tracking server of the automatic call distributor to register a presence of the call at the resource using the assigned call identifier.

Call tracking using SIP presence mechanism

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

A method and apparatus are provided for measuring a time of considering an e-mail message received by an agent of an automatic contact distribution system. The method includes the steps of detecting each opening and closing of the e-mail received by the agent, measuring an elapsed time between each detected opening and closing of the e-mail and summing the measured elapsed times between the openings and closings of the e-mail to provide a cumulative total time for preparing the response to the e-mail.

Session to track actual e-mail handling time

The method or system for conferencing an email message such that two or more individuals can simultaneously answer an email message and input their individual expertise on a solution or answer to the email message comprising the steps of or software and circuitry for: receiving and processing an email message at an email server, supplying the email message to a custom SIP user agent to initiate an email session which simultaneously delivers the email message to client agents each containing a custom SIP user agent for processing/answering the email.

Contact center conferencing of e-mail message

A method and apparatus for providing information to an agent of an organization through the Internet. The method includes the steps of detecting a call from a client of the organization through the Internet, assigning the call to an agent of the organization and automatically creating a record related to the call and downloading the record from a host to a terminal of the assigned agent where the record is encoded into a SIP INFO message.

Growing community of inventors

Huntley, IL, United States of America

Mike Hollatz