Christopher G Culp

US Patent:

6870925, Mar 22, 2005

Filed:

Nov 13, 2001

Appl. No.:

10/008175

Inventors:

Christopher Gordon Culp - Wheaton IL, US

Assignee:

Rockwell Electronic Commerce Corp. - Wood Dale IL

International Classification:

G06F015/16
H04L012/66
H04M003/493
H04M003/523

US Classification:

37926502, 370352, 37910101, 37926509, 709227

Abstract:

A method and apparatus for directing music to agents of an automatic call distributor (ACD) during non-voice dialog communication between the agent and a caller includes a communication processor operatively coupled to the ACD and operatively coupled to the agent terminals. The communication processor is configured to facilitate sending and receiving non-voice dialog communication between the caller and the agent terminal, and to transmit a signal to the ACD indicating that the communication processor received the non-voice dialog communication from the caller. The ACD is configured to select an agent to receive the non-voice dialog communication from the communication processor, and cause the non-voice dialog communication to be routed to the selected agent. A music source is operatively coupled to the ACD such that music from the music source is directed to the selected agent during the non-voice dialog communication between the caller and the agent.

US Patent:

7457403, Nov 25, 2008

Filed:

Aug 8, 2002

Appl. No.:

10/214674

Inventors:

Christopher G. Culp - Wheaton IL, US
James E. Anderson - Glen Ellyn IL, US

Assignee:

Rockwell Electronic Commerce Technologies, LLC - Wooddale IL

International Classification:

H04M 3/00
H04M 5/00

US Classification:

37926501, 37926505, 37926514, 37926606, 37926608

Abstract:

A method is provided for automatically updating a “Real Time” Average Speed of Answer, RASA, for a number of calls received by an automatic call distributor, ACD, during a set interval. This “real time” average speed of answer may be determined across a sliding time window via moving averages and exponential smoothing. The method includes the steps of computing a current average Speed of Answer, SA, for the number of calls received by the ACD during the set time interval, by dividing total waiting time to answer for these calls by the number of calls and scaling the current SA by a weight factor W. The real time average speed of answer, RASA, is updated by scaling a previous RASA by the unity complement of W, i. e. (1−W), and augmenting it by the scaled current SA.

US Patent:

RE360511, Jan 19, 1999

Filed:

Apr 24, 1996

Appl. No.:

8/639300

Inventors:

David J. Adams - Warrenville IL
Wayne L. Harbuziuk - Wheaton IL
Christopher G. Culp - Wheaton IL

Assignee:

Rockwell International Corporation - Costa Mesa CA

International Classification:

H04M 354

US Classification:

379266

Abstract:

An automatic call distribution network (10) with an originating automatic call distributor (ACD) (12A) which transfers a received call to a destination ACD (12B) through an external telephonic network (24), a call overflow system (32) with a central processing unit (16A) at the originating ACD (12A) to compile data relating to an overflow call to be transmitted through the external telephonic network (24) to the destination ACT) (12B) of at least one of the types of information of: identification of a selected gate (26B) of the destination ACD (12B) to which the overflow call is to be routed, identification of the originating ACD (12A), a time information relating to a time the overflow call was in a queue at the originating ACD (12A), an ANI number representation of a telephone number of the call received at the originating ACD (12A) and a priority level of the overflow call, the central processing unit (16A) at the originating ACD (12A) sending the compiled data to the destination ACD (12B) to route the call at the destination ACD (12B).

US Patent:

53848411, Jan 24, 1995

Filed:

Oct 27, 1993

Appl. No.:

8/144170

Inventors:

David J. Adams - Warrenville IL
Wayne L. Harbuziuk - Wheaton IL
Christopher G. Culp - Wheaton IL

Assignee:

Rockwell International Corporation - El Segundo CA

International Classification:

H04M 354

US Classification:

379266

Abstract:

An automatic call distribution network (10) with an originating automatic call distributor (ACD) (12A) which transfers a received call to a destination ACD (12B) through an external telephonic network (24), a call overflow system (32) with a central processing unit (16A) at the originating ACD (12A) to compile data relating to an overflow call to be transmitted through the external telephonic network (24) to the destination ACD (12B) of at least one of the types of information of: identification of a selected gate (26B) of the destination ACD (12B) to which the overflow call is to be routed, identification of the originating ACD (12A), a time information relating to a time the overflow call was in a queue at the originating ACD (12A), an ANI number representation of a telephone number of the call received at the originating ACD (12A) and a priority level of the overflow call, the central processing unit (16A) at the originating ACD (12A) sending the compiled data to the destination ACD ( 12B) to route the call at the destination ACD (12B).