Daniel P Baker

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:

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:

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:

55442323, Aug 6, 1996

Filed:

Jun 8, 1995

Appl. No.:

8/488709

Inventors:

Daniel F. Baker - Rolling Meadows IL
Joseph C. Steinlicht - Glen Ellyn IL
Thomas S. Holtaway - Glen Ellyn IL

Assignee:

Rockwell International Corporation - Seal Beach CA

International Classification:

H04M 164

US Classification:

379 67

Abstract:

An automatic call distributor (20) connected with a plurality of agent telephonic sets (12) for audio communication with customers at customer telephonic sets (16) of an external telephonic switching system (18), visual displays (32) on the agent telephonic sets (12) for display of information concerning customers with an automated preannouncement system (10) having a hard disk (25) for storing preannouncement voice messages in a voice of a particular agent, a sign-in code stored in a main memory (24) of the automatic call distributor (20) associated with the particular agent, a key pad (34) at the agent sets (12) for entering in a sign-in code, and a digital audio source card circuit (30) for playing a preannouncement voice message received from the hard disk (25) in the voice of the particular agent associated with the sign-in code to a customer at a customer set (16) connected by the automatic call distributor (20) to the agent set (12) at which the sign-in code of the particular agent has been entered.

US Patent:

57295930, Mar 17, 1998

Filed:

Aug 8, 1996

Appl. No.:

8/689472

Inventors:

Daniel F. Baker - Rolling Meadows IL
Noreen A. Harrington - Naperville IL
Paul E. Van Berkum - Winfield IL

Assignee:

Rockwell International Corporation - Costa Mesa CA

International Classification:

H04M 350

US Classification:

379 67

Abstract:

An announcement system 100 and method is provided which plays announcements recorded in the voice of an agent servicing a call routed by a telephonic switch 106 at substantially any time during the call. A call information circuit 136 detects information relating to the call, such as DNIS and ANI. This information is transmitted to a computer terminal 110 at which the agent is stationed and logged on. A CPU 120 may automatically select and play an announcement stored in a memory circuit 124 based on this information. Further, the agent may select and play an announcement at substantially anytime via an input device 112. The CPU 120 may select a particular announcement to play based on the time of day (morning, afternoon or evening) determined from a clock 130. An administrator system 128 permits an administrator to control the recording, storing and playing of announcements. In particular, the announcements may be stored in a remote storage medium 126 and downloaded to the memory circuit 124 when the agent logs in to the computer terminal 110.

US Patent:

62229192, Apr 24, 2001

Filed:

Sep 12, 1994

Appl. No.:

8/304345

Inventors:

Michael C. Hollatz - Villa Park IL
Daniel F. Baker - Rolling Meadows IL
Joseph C. Steinlicht - Glen Ellyn IL
Mark J. Michelson - Elburn IL
Kurt E. Sunderman - Geneva IL

Assignee:

Rockwell International Corporation - Seal Beach CA

International Classification:

H04Q 364

US Classification:

379266

Abstract:

A method and automatic call distribution system 100 for routing incoming telephone calls 206 from external telephonic units 102 to selected ones of a plurality of agents A1001-A1007 wherein the agents A1001-A1007 are grouped into skill groups 110a-110n are provided. Each of the skill groups 110a-110n is comprised of agents having a common agent-skill indicator. An agent-skill indicator being representative of a skill of the agent. Further, the agents in a skill group are arranged by length of time the agent has been available. An incoming telephone call 206 is initially assigned a call-skill indicator representative of a skill deemed useful in satisfying a need of the external caller. The call-skill indicator is then matched to a common agent-skill indicator of one of the skill groups. The telephone call is routed to the available agent in the matched skill group having been available the longest time.

US Patent:

60978066, Aug 1, 2000

Filed:

Jul 13, 1998

Appl. No.:

9/114625

Inventors:

Daniel F. Baker - Rolling Meadows IL
Thaddeus Rafacz - Lisle IL
C. K. Venugopal - Aurora IL

Assignee:

Rockwell Semiconductor Systems, Inc. - Newport Beach CA

International Classification:

H04M 3523
H04M 164
H04M 1100
G06F 1720
G06F 1516

US Classification:

379265

Abstract:

A method and apparatus are provided for selecting a language for use by a plurality of agents of an automatic call distributor. The method includes the steps of storing an indication of the selected language in a memory of the automatic call distributor, downloading the indication to each agent station of each agent of the plurality of agents and programming the agent stations to use the selected language based upon the downloaded indication of the selected language.