Bernard J Mcgourty

US Patent:

7043009, May 9, 2006

Filed:

Feb 8, 2000

Appl. No.:

09/499817

Inventors:

Paul Fischer - Downes Grove IL, US
Darryl Hymel - Batavia IL, US
Bernard McGourty - Westmont IL, US

Assignee:

Rockwell Electronic Commerce Technologies LLC - Lombard IL

International Classification:

H04M 3/00

US Classification:

37926509, 379 8817, 37926502

Abstract:

Method and apparatus for providing customer data to an agent in connection with an organization's automatic call distribution (ACD) system. The desired customer data and its format can be tailored to the organization's needs and packaged as a web page. The ACD provides a URL to a browser of the agent, which accesses the URL at a server. The web page corresponds with the URL and is provided by the server to the browser. The data can be displayed to the agent, regardless of the type of customer contact with the organization's ACD system.

US Patent:

55464564, Aug 13, 1996

Filed:

Nov 15, 1995

Appl. No.:

8/559732

Inventors:

Robert W. Vilsoet - Streamwood IL
Bernard J. McGourty - Westmont IL

Assignee:

Rockwell International Corporation - Seal Beach CA

International Classification:

H04M 350

US Classification:

379265

Abstract:

A telecommunication system (10) having an automatic call distributor (12) with a multiport switch (14) controlled by a central control processing unit (16) in conjunction with a main memory (18) and in which the automatic call distributor (12) is coupled with an external telephonic network (26) having external telephonic units (22) for automatically distributing outdialed calls answered at the external units (22) to an agent telephonic unit (20) and for automatically distributing inbound calls received at the multiport switch (14) for the external units (22) to the agent telephonic unit (20), the automatic call distributor (12) is coupled with a tandem computer (34) which determines the pacing of outdialed calls by coordinating the number of outdial calls made with the number of inbound calls received to reduce the average incoming call waiting time due to excessive distribution of outdialed calls to the agent telephonic unit.