Tim M Moore

US Patent:

6366665, Apr 2, 2002

Filed:

Feb 16, 2000

Appl. No.:

09/505206

Inventors:

Darryl Hymel - Batavia IL
Tim Moore - Naperville IL

Assignee:

Rockwell Electronic Commerce Corp. - Wood Dale IL

International Classification:

H04M 3523

US Classification:

37926503, 379 8801, 379 8816, 37926505

Abstract:

A method and apparatus are provided for allocating resources within an automatic call distributor. The method includes the steps of receiving an incoming call from a supervisor on a voice channel of the automatic call distributor and routing the incoming call to an autoattendant of the automatic call distributor. The method further includes the steps of presenting the supervisor with a set of options regarding the allocation of resources within the automatic call distributor, receiving a change request from the supervisor and executing the change request.

US Patent:

6574332, Jun 3, 2003

Filed:

Jan 24, 2000

Appl. No.:

09/489631

Inventors:

Tim Moore - Naperville IL
Paul Fischer - Downers Grove IL
Darryl Hymel - Batavia IL

Assignee:

Rockwell Electronic Commerce Technologies LLC - Wood Dale IL

International Classification:

H04M 300

US Classification:

37926502, 37926602

Abstract:

Method and apparatus for accomplishing an agent log-on to an automatic call distribution system, which requires a telephone identifier corresponding with an agent, without making a circuit switched telephone connection or using a circuit switched voice port. A pseudo-port is used to emulate the circuit switched voice port, permitting completion of the log-on, and permitting execution of âcallâ handling functions with respect to the agent for âcallsâ not requiring a circuit switched telephone connection.