Mary F Moser

US Patent:

8180043, May 15, 2012

Filed:

Dec 7, 2004

Appl. No.:

11/006151

Inventors:

Anthony J. Dezonno - Bloomingdale IL, US
Roger A. Sumner - Batavia IL, US
Sandy Biggam - Bloomingdale IL, US
Jeffrey D. Hodson - Wheaton IL, US
Mary Ellen Moser - Warrenville IL, US
Mike Hollatz - Huntley IL, US
Dave Wesen - Channahon IL, US
Michael Sheridan - Oak Park IL, US

Assignee:

Aspect Software, Inc. - Lombard IL

International Classification:

H04M 3/00

US Classification:

37926511, 37926512, 37926513, 37926601, 37926602

Abstract:

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.

US Patent:

8634537, Jan 21, 2014

Filed:

Aug 16, 2004

Appl. No.:

10/919166

Inventors:

Mike Hollatz - Huntley IL, US
Mary Ellen Moser - Warrenville IL, US
Dave Wesen - Channahon IL, US
Jeff Hodson - Wheaton IL, US

Assignee:

Aspect Software, Inc. - Chelmsford MA

International Classification:

H04M 3/00

US Classification:

37926501, 370352

Abstract:

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.

US Patent:

20040114573, Jun 17, 2004

Filed:

Dec 16, 2002

Appl. No.:

10/320002

Inventors:

Dave Mosquera - West Chicago IL, US
Carlo Bonifazi - Woodridge IL, US
Nayel Saleh - Round Lake IL, US
Eric James - Elgin IL, US
Mary Moser - Warrenville IL, US
Mike Sheridan - Oak Park IL, US
Dave Wesen - Channahon IL, US
Mike Hollatz - Huntley IL, US
Mike Peters - Downers Grove IL, US
David Funck - Wheaton IL, US
Jeff Hodson - Wheaton IL, US
Robert Beckstrom - Bolingbrook IL, US
Anthony Dezonno - Bloomingdale IL, US

International Classification:

H04L012/66

US Classification:

370/352000, 370/356000

Abstract:

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.

US Patent:

20050021529, Jan 27, 2005

Filed:

Jul 22, 2003

Appl. No.:

10/624223

Inventors:

Jeff Hodson - Wheaton IL, US
Anthony Dezonno - Bloomingdale IL, US
Mary Moser - Warrenville IL, US

International Classification:

G06F017/00

US Classification:

707100000

Abstract:

A method and apparatus are provided for compiling performance reports in a contact center serving a plurality of clients through the Internet using a plurality of agents. The method includes the steps of opening a transaction file for saving information about Internet exchanges between an agent of the plurality of agents and a client of the plurality of clients and measuring indicia of activity for the Internet exchanges between the agent and client. The method further includes the steps of adding the measured indicia of activity to the transaction file and compiling a report based upon the transaction file.

US Patent:

20050232408, Oct 20, 2005

Filed:

Apr 15, 2004

Appl. No.:

10/825570

Inventors:

Jeffrey Hodson - Wheaton IL, US
Mary Moser - Warrenville IL, US
Mike Hollatz - Huntley IL, US
Dave Wesen - Channahon IL, US

International Classification:

H04M003/00
H04M005/00

US Classification:

379265020, 379266030

Abstract:

A method and apparatus are provided for processing information within a computer system. The method includes the steps of sending a SIP SUBSCRIBE message from a first computer resource of the computer system to a presentity server of a second computer resource of the computer system requesting a status of the second resource where the second resource separately performs a predetermined service for the first resource and sending a SIP NOTIFY message from a presentity server of the second resource to the first resource notifying the first resource of the status of the second resource.

US Patent:

20060026053, Feb 2, 2006

Filed:

Jul 30, 2004

Appl. No.:

10/903466

Inventors:

Anthony Dezonno - Bloomingdale IL, US
Mary Moser - Warrenville IL, US

Assignee:

Rockwell Electronic Commerce Technologies LLC - Wood Dale IL

International Classification:

G06Q 10/00

US Classification:

705009000

Abstract:

An improved system and method for monitoring the progress performed toward identified key business objectives. First, the objectives are defined and identified as tasks. Then, employees are assigned to each task and the employees are also defined as tasks. Sub key business objectives are assigned to each employee and are also identified as tasks. As data regarding the completion status of each task is entered into the system, a real time comprehensive report on the overall status of key business objectives is realized.

US Patent:

20060117187, Jun 1, 2006

Filed:

Nov 30, 2004

Appl. No.:

10/999533

Inventors:

Mike Hollatz - Huntley IL, US
Mary Moser - Warrenville IL, US
Dave Wesen - Channahon IL, US

International Classification:

H04L 9/32
H04L 9/00
G06K 9/00
H04K 1/00
G06F 17/30
G06F 15/16
G06F 7/04
G06F 7/58
G06K 19/00

US Classification:

713182000, 726004000

Abstract:

A method and apparatus for providing subscriber information by a first party to a second party in conjunction with a call placed through the Internet. The method includes the steps of the first party determining a level of subscriber information of the first party that is to be provided to the second party in conjunction with the call through the Internet and the first party registering a set of information elements that correspond to the determined level of subscriber information with an Internet registration server for the benefit of the second party.