John Andrew Johnson - Wheaton IL Eric Edward Kampmeier - Sycamore IL Steven Robert Krause - Naperville IL David B. Smith - Hinsdale IL Matthew Richard Smith - Hinsdale IL
Assignee:
Lucent Technologies Inc. - Murray Hill NJ
International Classification:
H04M 3523
US Classification:
37926601, 37926509, 37926511, 37926606
Abstract:
A method and apparatus for controlling administration of Automatic Call Distributor (ACD) queues of an ACD or network of ACDs by a caller, and of communicating data to an ACD Agent. The caller receives information concerning the status of queues in one or a plurality of ACDs. If the caller wishes to communicate with a particular Agent, wait time for that Agent is provided to the caller. The caller can select a particular Agent, and will be connected when that Agent becomes available subject to other restrictions of the ACD queue. The caller can prepare information for transmission to an answering Agent while the caller waits. Advantageously, the caller can control which Agent or which sub-group of Agents should respond to his/her call, taking into account the different waiting times associated with a particular Agent or the first available Agent when the caller reaches the top of the queue.
Communication Of User Data To An Automatic Call Distributor Agent
John Andrew Johnson - Wheaton IL Eric Edward Kampmeier - Sycamore IL Steven Robert Krause - Naperville IL David B. Smith - Hinsdale IL Matthew Richard Smith - Hinsdale IL
Assignee:
Lucent Technologies Inc. - Murray Hill NJ
International Classification:
H04M 3523
US Classification:
37926502, 37926509, 37926511, 37926601
Abstract:
A method and apparatus for controlling administration of Automatic Call Distributor (ACD) queues of an ACD or network of ACDs by a caller, and of communicating data to an ACD Agent. The caller receives information concerning the status of queues in one or a plurality of ACDs. If the caller wishes to communicate with a particular Agent, wait time for that Agent is provided to the caller. The caller can select a particular Agent, and will be connected when that Agent becomes available subject to other restrictions of the ACD queue. The caller can prepare information for transmission to an answering Agent while the caller waits. Advantageously, the caller can control which Agent or which sub-group of Agents should respond to his/her call, taking into account the different waiting times associated with a particular Agent or the first available Agent when the caller reaches the top of the queue.
End User Automatic Call Distributor Network Control
John Andrew Johnson - Wheaton IL, US Eric Edward Kampmeier - Sycamore IL, US Steven Robert Krause - Naperville IL, US David B. Smith - Hinsdale IL, US Matthew Richard Smith - Hinsdale IL, US
Assignee:
Lucent Technologies Inc. - Murray Hill NJ
International Classification:
H04M 300
US Classification:
37926502, 37926601, 3792661, 37926603, 37926509
Abstract:
A method and apparatus for controlling administration of Automatic Call Distributor (ACD) queues of an ACD or network of ACDs by a caller, and of communicating data to an ACD Agent. The caller receives information concerning the status of queues in one or a plurality of ACDs. If the caller wishes to communicate with a particular Agent, wait time for that Agent is provided to the caller. The caller can select a particular Agent, and will be connected when that Agent becomes available subject to other restrictions of the ACD queue. The caller can prepare information for transmission to an answering Agent while the caller waits. Advantageously, the caller can control which Agent or which sub-group of Agents should respond to his/her call, taking into account the different waiting times associated with a particular Agent or the first available Agent when the caller reaches the top of the queue.
Dr. Krause graduated from the A.T. Still University of Health Sciences/ Kirksville College of Osteopathic Medicine in 1996. He works in Quincy, IL and specializes in Cardiovascular Disease and Interventional Cardiology. Dr. Krause is affiliated with Blessing Hospital.
Dr. Krause graduated from the Vanderbilt University School of Medicine in 1977. He works in Reno, NV and specializes in Dermatology. Dr. Krause is affiliated with Saint Marys Reno Regional Medical Center.
Dr. Krause graduated from the University of Oklahoma College of Medicine at Oklahoma City in 1977. He works in Oklahoma City, OK and specializes in Pediatrics and Adolescent Medicine. Dr. Krause is affiliated with Integris Baptist Medical Center, Lakeside Womens Hospital and Mercy Hospital Oklahoma City.
Senior Designer at Colecraft Furnishings, Design Consultant at Studio 273
Location:
Raleigh, North Carolina
Industry:
Design
Work:
Colecraft Furnishings - Jamestown, New York Area since Feb 2013
Senior Designer
Studio 273 - Raleigh, NC since Mar 2011
Design Consultant
True Innovations - Irvine, CA Nov 2006 - Oct 2010
Senior Designer
Tolleson Design, Inc. - Charlotte, NC Jan 2004 - Jul 2006
Industrial Designer
Harbor Industries - Grand Haven, MI Jul 2001 - Dec 2004
Industrial Designer
Education:
Ferris State University - Kendall College of Art and Design 1995 - 1999
BFA, Industrial Design
Lawrence Technological University 1992 - 1994
Skills:
Consumer Research Product Development Sketching Industrial Design Research Design Design Engineering Brand Development Category Development Category Analysis CAD Digital Rendering Photoshop rendering Custom Furniture Design Home Furnishings Product Design Retail Design Ideation New Product Ideation Idea Generation Ergonomics Design Conceptualization Consumer Product Design Consumer Products Consumer Product Development
Interests:
Emerging technology, socioeconomic trends, new manufacturing processes and materials, time-attack auto racing (driving), automotive hobbies, cooking.
Progress Elementary School Veradale WA 1990-1993, Ridgeview Elementary School Spokane WA 1993-1996, Salk Middle School Spokane WA 1996-1998, Bowdish Junior High School Spokane WA 1998-1999