Jeff Hodson

US Patent:

6870926, Mar 22, 2005

Filed:

Nov 6, 2001

Appl. No.:

09/992367

Inventors:

Craig R. Shambaugh - Wheaton IL, US
Joe Bloom - Libertyville IL, US
Anthony J. Dezonno - Bloomingdale IL, US
David Funck - Wheaton IL, US
Jeff Hodson - Wheaton IL, US
Eric James - Elgin IL, US
Michael Peters - Downers Grove IL, US
Mark J. Power - Carl Stream IL, US
Dave Mosquera - West Chicago IL, US
Nayel Saleh - Round Lake IL, US

Assignee:

Rockwell Electronic Commerce Technologies, LLC - Wood Dale IL

International Classification:

H04M003/00

US Classification:

37926505, 37926502, 3792661

Abstract:

A method and apparatus are provided for allocating resources within a call center based upon a predetermined business rule of an enterprise controlling the call center. The method includes the steps of analyzing records from a plurality of call transactions based upon the predetermined business rule, recognizing a correlation among the call transaction records based upon the predetermined business rule and adjusting a resource of the call transactions based upon the recognized correlation and predetermined business rule.

US Patent:

7330429, Feb 12, 2008

Filed:

Oct 27, 2004

Appl. No.:

10/974342

Inventors:

Robert Beckstrom - Bolingbrook IL, US
Jeff Hodson - Wheaton IL, US
Anthony Dezonno - Bloomingdale IL, US

Assignee:

Rockwell Electronic Commerce Technologies, Inc. - Wood Dale IL

International Classification:

H04L 12/56

US Classification:

370230, 37039521, 370412, 709226

Abstract:

In one embodiment, a method for providing optimal transaction routing for data packets through a network on a plurality of logical pipes includes assigning each data packet to one of the plurality of logical pipes, with each logical pipe having an assigned numerical service level, and associating a numerical priority-usage level to each of the data packets. The method then includes establishing a threshold return-time-out (RTO) amount for each logical pipe, and transmitting data packets from one of the logical pipes and evaluating a running estimate of round trip times (RTT) for the transmitted data packets from the logical pipe being serviced. The method further includes transitioning to a subsequent logical pipe in a round robin manner once a combination of numerical bandwidth-usage levels for the delivered data packets has equaled or exceeded the numerical service level for the logical pipe being serviced or once that the current estimate of the round trip times for the delivered packets has equaled or exceeded the threshold RTO for the logical pipe being serviced.

US Patent:

7349529, Mar 25, 2008

Filed:

Apr 21, 2005

Appl. No.:

11/111251

Inventors:

Mike Hollatz - Huntley IL, US
David Wesen - Channahon IL, US
Jeff Hodson - Wheaton IL, US
Roger Sumner - Batavia IL, US

Assignee:

Rockwell Electronic Commerce Technologies, LLC - Wood Dale IL

International Classification:

H04M 11/06

US Classification:

379 8813, 37926501, 709206

Abstract:

The method or system for conferencing an email message such that two or more individuals can simultaneously answer an email message and input their individual expertise on a solution or answer to the email message comprising the steps of or software and circuitry for: receiving and processing an email message at an email server, supplying the email message to a custom SIP user agent to initiate an email session which simultaneously delivers the email message to client agents each containing a custom SIP user agent for processing/answering the email.

US Patent:

7373387, May 13, 2008

Filed:

Feb 26, 2004

Appl. No.:

10/788231

Inventors:

Mike Hollatz - Huntley IL, US
David Wesen - Channahon IL, US
Jeff Hodson - Wheaton IL, US
Roger Sumner - Batavia IL, US

Assignee:

Rockwell Electronic Commerce Technologies - Wood Dale IL

International Classification:

G06F 15/16

US Classification:

709206, 709207, 379265, 379266

Abstract:

A method and apparatus are provided for measuring a time of considering an e-mail message received by an agent of an automatic contact distribution system. The method includes the steps of detecting each opening and closing of the e-mail received by the agent, measuring an elapsed time between each detected opening and closing of the e-mail and summing the measured elapsed times between the openings and closings of the e-mail to provide a cumulative total time for preparing the response to the e-mail.

US Patent:

7460651, Dec 2, 2008

Filed:

Dec 16, 2002

Appl. No.:

10/320002

Inventors:

Dave Mosquera - West Chicago IL, US
Carlo Bonifazi - Woodridge IL, US
Nayel Saleh - Round Lake IL, US
Eric James - Elgin IL, US
Mary Ellen Moser - Warrenville IL, US
Mike Sheridan - Oak Park IL, US
Dave Wesen - Channahon IL, US
Mike Hollatz - Huntley IL, US
Mike Peters - Downers Grove IL, US
David Funck - Wheaton IL, US
Jeff Hodson - Wheaton IL, US
Robert Beckstrom - Bolingbrook IL, US
Anthony Dezonno - Bloomingdale IL, US

Assignee:

Rockwell Electronic Commerce Corp. - Wood Dale IL

International Classification:

H04M 1/64

US Classification:

379 8817, 379 8813

Abstract:

A method and apparatus are provided for routing a plurality of different types of Internet messages within a host to a plurality of agents. The method includes the steps of determining the message type of each of the plurality of different types of Internet messages and inserting a message type identifier into a packet of each message type of the plurality of different message types. The method further includes the steps of routing the packets to an Internet message distributor and distributing the messages within the Internet message distributor to the plurality of agents based upon the inserted message type identifier.

US Patent:

8634537, Jan 21, 2014

Filed:

Aug 16, 2004

Appl. No.:

10/919166

Inventors:

Mike Hollatz - Huntley IL, US
Mary Ellen Moser - Warrenville IL, US
Dave Wesen - Channahon IL, US
Jeff Hodson - Wheaton IL, US

Assignee:

Aspect Software, Inc. - Chelmsford MA

International Classification:

H04M 3/00

US Classification:

37926501, 370352

Abstract:

A method and apparatus are provided for routing calls from a contact center. The method includes the steps of providing a SIP presence server within the contact center that only provides presence information in support of outgoing calls from agents of the contact center, receiving a presence message by the SIP presence server identifying a communication port of an client and routing a call from an agent of the contact center to the client based upon the received registration message.

US Patent:

7363588, Apr 22, 2008

Filed:

Nov 1, 2002

Appl. No.:

10/285868

Inventors:

Nayel Saleh - Round Lake IL, US
Mark Powers - Carol Stream IL, US
Mike Peters - Downers Grove IL, US
Jeff Hodson - Wheaton IL, US
Craig Shambaugh - Wheaton IL, US
David Funck - Wheaton IL, US
Eric James - Elgin IL, US
Joseph Bloom - Libertyville IL, US
Dave Mosquera - West Chicago IL, US
Anthony Dezonno - Bloomingdale IL, US

Assignee:

Rockwell Electronic Commerce Technologies, LLC - Wood Dale IL

International Classification:

G09G 5/00
G06K 15/00

US Classification:

715746, 715749

Abstract:

A method and apparatus are described for providing a graphical user interface for a plurality of users under a predetermined format substantially controlled by an employer of the plurality of users. The method includes the steps of disposing a proxy server between the plurality of users and an information resource used by at least one user of the plurality of users and converting information exchanged between the predetermined format substantially controlled by the employer of the user and a predetermined format of the information resource.

US Patent:

20030097339, May 22, 2003

Filed:

Nov 16, 2001

Appl. No.:

09/992138

Inventors:

David Funck - Wheaton IL, US
Anthony Dezonno - Bloomingdale IL, US
Jeff Hodson - Wheaton IL, US
Joseph Bloom - Libertyville IL, US
Eric James - Elgin IL, US
Michael Peters - Downers Grove IL, US
Mark Power - Carl Stream IL, US
Craig Shambaugh - Wheaton IL, US
Dave Mosquera - West Chicago IL, US
Nayel Saleh - Round Lake IL, US

International Classification:

G06F017/60

US Classification:

705/064000

Abstract:

A telecommunication system for transmitting customer data corresponding to a customer, to an agent of an automatic call distributor (ACD) is described. The ACD is connected to the telecommunication system through a public switched telephone network (PSTN). The telecommunication system includes a customer data processor configured to maintain two way communication between the customer and the agent of the ACD, where the customer data processor stores and processes customer data provided by the customer. A data encrypter operatively coupled to the customer data processor encrypts the customer data. The customer data processor transmits the encrypted customer data to the ACD upon receiving a predetermined signal. A customer data interpreter is operatively coupled to the ACD and receives and decrypts the encrypted customer data to facilitate presentation of the customer data to the agent.