Daniel R Baker

US Patent:

6449286, Sep 10, 2002

Filed:

Sep 10, 1998

Appl. No.:

09/151386

Inventors:

Barry W. Jones - Hoffman Estates IL
Daniel F. Baker - Rolling Meadows IL

Assignee:

Rockwell Semiconductor Systems, Inc. - Newport Beach CA

International Classification:

H04J 316

US Classification:

370467, 370384, 370525, 379 9331, 379 9315

Abstract:

A method and apparatus are provided for processing signals received on a R multifrequency compelled signalling subscriber channel within a telephone switch. The method includes the steps of disposing a digital signal processor within the telephone switch between an inbound path of the R multifrequency compelled signal subscriber channel and a controlling processor of the telephone switch and detecting an R multifrequency compelled signalling control transmission by the digital signal processor on the inbound path. The method further includes the steps of responding to the control transmission by the digital signal processor transmitting an acknowledgement on an outbound path of the subscriber channel and transferring a symbolic representation of the control transmission to the controlling processor of the switch.

US Patent:

6574330, Jun 3, 2003

Filed:

Dec 10, 1999

Appl. No.:

09/460192

Inventors:

Daniel F. Baker - Rolling Meadows IL
Paul D. Swardstrom - Naperville IL
Steven T. DeLong - Woodridge IL

Assignee:

Rockwell Science Center, Inc. - Thousand Oaks CA

International Classification:

H04M 300

US Classification:

37926501, 37926502, 379309

Abstract:

An automatic call distribution system includes an automatic call distribution network, a plurality of network terminations interconnectable with the automatic call distribution network using a first bus protocol, and an interface which is interconnectable with one of the first network terminations using the first bus protocol. The interface is operable for interfacing between the first bus protocol and a second bus protocol different than the first bus protocol, and a network termination functional module is interconnectable with the interface using the second bus protocol. An automatic call distributor interconnectable with a network termination using a first bus protocol is used by a method that includes the steps of coupling a bus converter with the network termination using the first bus protocol and coupling a network termination functional module with the bus converter using a second bus protocol different than the first bus protocol. The bus converter is operable for converting between the first bus protocol and the second bus protocol.

US Patent:

6654798, Nov 25, 2003

Filed:

Jul 7, 2000

Appl. No.:

09/611611

Inventors:

Jeffrey J. Skibinski - Naperville IL
Robert T. Eitel - Bartlett IL
Daniel F. Baker - Rolling Meadows IL

Assignee:

Rockwell Electronic Commerce Technologies LLC - Wood Dale IL

International Classification:

G06F 15177

US Classification:

709220, 709202, 713200

Abstract:

Method and apparatus for configuring agent log-off reasons in connection with an automatic contact distribution (ACD) system. An organization operating an ACD system can define any number of agent log-off reasons, which can be configured for individual agents, for groups of agents, or system-wide. These custom-defined reasons can be incorporated in historical reports and in real-time displays regarding schedule adherence. These custom-defined reasons can be changed at any time. In addition, the order in which the reasons appear for selection by an agent can be changed at any time, and can be reordered automatically in accordance with different algorithms.

US Patent:

6754327, Jun 22, 2004

Filed:

Aug 19, 1998

Appl. No.:

09/136223

Inventors:

Daniel F. Baker - Rolling Meadows IL
Thaddeus Rafacz - Lisle IL
Daniel L. Greene - Aurora IL

Assignee:

Rockwell Electronic Commerce Technologies, LLC - Wood Dale IL

International Classification:

H04M 700

US Classification:

379219, 37922001, 37922101, 37922108

Abstract:

A method and apparatus are provided for exchanging control information between a automatic call distributor and a public switched telephone network. The method includes the steps of identifying a subscriber channel between the automatic call distributor and public switched telephone network for use during a communication transaction and exchanging control information regarding the identified data channel over any of a plurality of available control channel between the public switch telephone network and automatic call distributor using nonassociative signaling.

US Patent:

6816733, Nov 9, 2004

Filed:

Dec 30, 1999

Appl. No.:

09/476750

Inventors:

Anthony J. Dezonno - Bloomingdale IL
Mark J. Power - Carol Stream IL
Craig R. Shambaugh - Wheaton IL
Daniel F. Baker - Rolling Meadows IL

Assignee:

Rockwell Electronic Commerce Technologies LLC - Wood Dale IL

International Classification:

B43L 2306

US Classification:

4554561, 455445, 37920106, 37926501

Abstract:

Method and apparatus for determining and tracking the locations of agents using wireless units to process calls directed through an automatic call distribution system. Based on signals with different cells or based on independent navigation information, locations of wireless units can be monitored and stored for later analysis. In addition, location information can be compared to an agent location schedule to determine adherence and provide adherence reports.

US Patent:

8416943, Apr 9, 2013

Filed:

Jul 31, 2001

Appl. No.:

09/918902

Inventors:

Daniel Baker - Rolling Meadows IL, US
Anthony J. Dezonno - Bloomingdale IL, US
Craig R. Shambaugh - Wheaton IL, US

Assignee:

Aspect Software, Inc. - Chelmsford MA

International Classification:

H04M 3/00

US Classification:

37926509, 37926501

Abstract:

Disclosed is a method for distributing customer contacts to a transaction processing entity of a transaction processing system. The method includes determining a media type for a customer contact in the transaction processing system and finding a transaction processing entity that is capable of handling the media type. In addition, the method includes routing the customer contact to a transaction processing entity that is capable of handling the media type. In one embodiment, a transaction routing table is used to perform the distribution of customer contacts. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims. 37 CFR 1. 72(b).

US Patent:

55331092, Jul 2, 1996

Filed:

Sep 30, 1994

Appl. No.:

8/316701

Inventors:

Daniel F. Baker - Rolling Meadows IL

Assignee:

Rockwell International Corporation - Seal Beach CA

International Classification:

H04M 300

US Classification:

379201

Abstract:

A telecommunication system (11) having a private branch exchange (PBX) (10) with a multiport switch (12) controlled by a central control processing unit (14) and an associated PBX memory (16) for directing telephonic calls to terminate at identified ones of a plurality of PBX internal telephonic units (22) placed at predetermined positions of the multiport switch (12), a user modifiable PBX terminating call feature controller (30) which stores a call handling feature script in memory (16) defining call handling operations for telephonic calls directed to an identified PBX internal telephonic unit (22) and a system administration unit (24) coupled with the central control processing unit (14) of the PBX (10) for modifying the call handling feature script through employment of commands entered at the system administration unit (24) at the PBX (10) to alter the call handling operations of telephonic calls terminating at the identified PBX internal telephonic unit (22).

US Patent:

58570187, Jan 5, 1999

Filed:

Sep 26, 1997

Appl. No.:

8/938040

Inventors:

Roger A. Sumner - Batavia IL
Thomas S. Holtaway - Glen Ellyn IL
John P. Lenihan - Wheaton IL
Daniel F. Baker - Rolling Meadows IL

Assignee:

Rockwell International Corp. - Costa Mesa CA

International Classification:

H04Q 364

US Classification:

379266

Abstract:

An automatic call distributor (ACD) for routing application, external position and internal position telephone calls to one of a plurality of agents is disclosed. Priority levels of the different types of calls are selectively assigned for each individual agent and can be changed as desired. When a plurality of incoming calls having different call types are received concurrently for a particular agent, the call of the call type having the highest priority as determined for the particular agent is connected to the particular agent first.