Patents by Inventor Darryl Hymel
Darryl Hymel has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).
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Patent number: 7574345Abstract: A fixed MAC address of a cable modem is used to generate a series of unique MAC Addresses in order to simulate multiple cable modems from the CMTS's point of view. Before a scheduled maintenance operation, a simulated MAC address value is disbursed to pertinent hardware registers in the cable modem. When the station maintenance occurs, the simulated MAC address value is sent in place of the fixed original address.Type: GrantFiled: March 30, 2006Date of Patent: August 11, 2009Assignee: Arris Group, Inc.Inventors: James Randall West, Darryl Hymel
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Publication number: 20070239391Abstract: A fixed MAC address of a cable modem is used to generate a series of unique MAC Addresses in order to simulate multiple cable modems from the CMTS's point of view. Before a scheduled maintenance operation, a simulated MAC address value is disbursed to pertinent hardware registers in the cable modem. When the station maintenance occurs, the simulated MAC address value is sent in place of the fixed original address.Type: ApplicationFiled: March 30, 2006Publication date: October 11, 2007Inventors: James West, Darryl Hymel
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Patent number: 7085719Abstract: A method and apparatus are provided for adjusting a content of an oral presentation provided by an agent of an organization and perceived by a human target of the organization based upon an objective of the organization. The method includes the steps of detecting a content of the oral presentation provided by the agent and modifying the oral presentation provided by the agent to produce the oral presentation perceived by the human target based upon the detected content and the organizational objective.Type: GrantFiled: July 13, 2000Date of Patent: August 1, 2006Assignee: Rockwell Electronics Commerce Technologies LLCInventors: Craig R. Shambaugh, Anthony Dezonno, Mark J. Power, Kenneth Venner, James Martin, Darryl Hymel, Laird C. Williams
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Patent number: 7043009Abstract: 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.Type: GrantFiled: February 8, 2000Date of Patent: May 9, 2006Assignee: Rockwell Electronic Commerce Technologies LLCInventors: Paul Fischer, Darryl Hymel, Bernard McGourty
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Patent number: 7003462Abstract: A method and apparatus are provided for adjusting a content of an oral presentation provided by an agent of an organization and perceived by a human target of the organization based upon an objective of the organization. The method includes the steps of detecting a content of the oral presentation provided by the agent and modifying the oral presentation provided by the agent to produce the oral presentation perceived by the human target based upon the detected content and the organizational objective.Type: GrantFiled: September 30, 2004Date of Patent: February 21, 2006Assignee: Rockwell Electronic Commerce Technologies, LLCInventors: Craig R. Shambaugh, Anthony Dezonno, Mark J. Power, Kenneth Venner, Jared Bluestein, Jim F. Martin, Darryl Hymel, Laird C. Williams
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Patent number: 6990524Abstract: A method and apparatus are provided for routing multimedia calls within an automatic call distributor system having a automatic call distributor coupled to the public switched telephone network and a host coupled to the Internet. The method includes the steps of receiving an Internet call from an Internet caller by the host through the Internet, requesting an agent assignment for handling the Internet call from the automatic call distributor coupled to the public switched telephone network and transferring the Internet call to a terminal of the agent assigned by the automatic call distributor.Type: GrantFiled: February 16, 2000Date of Patent: January 24, 2006Assignee: Rockwell Electronic Commerce Technologies, LLCInventor: Darryl Hymel
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Patent number: 6970821Abstract: A method and apparatus are provided for presenting script to be followed by a telemarketer during a threaded conversation with a customer. The method includes the steps of recognizing a word content of a response of the customer to a first portion of the presented script and detecting key words and key words in context of the response. The method further includes the steps of evaluating the detected key words and key words in context to determine an information content, comparing the information content of the evaluated words with an information content of a plurality of expected customer responses and selecting the expected customer response with a closest relative match and following a script associated with the selected expected customer response of the customer as a second portion of the presented script.Type: GrantFiled: September 26, 2000Date of Patent: November 29, 2005Assignee: Rockwell Electronic Commerce Technologies, LLCInventors: Craig R. Shambaugh, Anthony Dezonno, Mark J. Power, Jared Bluestein, Kenneth Venner, Jim F. Martin, Darryl Hymel, Laird C. Williams
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Publication number: 20050119893Abstract: A method and apparatus are provided for adjusting a content of an oral presentation provided by an agent of an organization and perceived by a human target of the organization based upon an objective of the organization. The method includes the steps of detecting a content of the oral presentation provided by the agent and modifying the oral presentation provided by the agent to produce the oral presentation perceived by the human target based upon the detected content and the organizational objective.Type: ApplicationFiled: September 30, 2004Publication date: June 2, 2005Inventors: Craig Shambaugh, Anthony Dezonno, Mark Power, Kenneth Venner, Jared Bluestein, Jim Martin, Darryl Hymel, Laird Williams
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Patent number: 6885744Abstract: A method and apparatus are provided for presenting background sensory information to a call participant through a call connection. The method includes the steps of determining an identity of the call participant from call associated information and presenting the call participant with predetermined background sensory information through the call connection based upon the identity of the caller.Type: GrantFiled: December 20, 2001Date of Patent: April 26, 2005Assignee: Rockwell Electronic Commerce Technologies, LLCInventors: Jared Bluestein, Anthony Dezonno, Mark J. Power, Kenneth Venner, James F. Martin, Darryl Hymel, Craig R. Shambaugh, Laird C. Williams
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Patent number: 6804668Abstract: A method and apparatus are provided for identifying textual information for use in a threaded discussion. The method includes the steps of detecting key words and key words in context of the threaded discussion and weighting the detected words based upon an information content and context of each word and upon a time period since each word was last used to produce a weighted information content of the threaded discussion. The method further includes the steps of searching for and locating textual information within a database with an information content related to the weighted information content, comparing the information content of the located textual information with the weighted information content to provide an objective difference value and presenting the located textual information to the discussion where the objective difference value exceeds a threshold value.Type: GrantFiled: September 26, 2000Date of Patent: October 12, 2004Assignee: Rockwell Electronic Commerce Corp.Inventors: Craig R. Shambaugh, Anthony Dezonno, Mark J. Power, Kenneth Venner, Jared Bluestein, Jim F. Martin, Darryl Hymel, Laird C. Williams
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Publication number: 20040098274Abstract: Systems and methods of predicting transaction outcomes based on monitoring customer and agent interactions in a customer contact center including monitoring a customer and agent interaction for current attributes and analyzing the current attributes and an attribute history to determine an outcome probability for the interaction. The outcome probability is indicated to the agent and the current attributes and the outcome probability are stored in the attribute history. 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.Type: ApplicationFiled: November 15, 2002Publication date: May 20, 2004Inventors: Anthony J. Dezonno, Mark J. Power, Kenneth Venner, Jared Bluestein, Jim F. Martin, Darryl Hymel, Craig R. Shambaugh, Laird C. Williams
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Patent number: 6598021Abstract: A method and apparatus for adjusting a dialect for an oral presentation provided by an agent of an organization to a human target of the organization through a communications network. The method includes the steps of determining a dialect to be used by the agent for communicating with the target, modifying the dialect of the oral presentation of the agent for communicating with the target based upon the determined dialect and presenting the modified oral presentation to the target.Type: GrantFiled: July 13, 2000Date of Patent: July 22, 2003Inventors: Craig R. Shambaugh, Anthony Dezonno, Mark J. Power, Kenneth Venner, Jared Bluestein, James Martin, Darryl Hymel, Laird C. Williams
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Patent number: 6590971Abstract: Method and apparatus for routing a non-circuit switched contact to an agent in a circuit switched telephony-based automatic call distribution (ACD) system, without using a voice port for the external contact. A media-port is used to emulate the voice port, permitting the routing of the non-circuit switched contact through the telephony-based ACD system.Type: GrantFiled: March 1, 2000Date of Patent: July 8, 2003Assignee: Rockwell Electronic Commerce Technologies LLCInventors: James Bryla, Paul Fischer, Darryl Hymel
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Publication number: 20030118173Abstract: A method and apparatus are provided for presenting background sensory information to a call participant through a call connection. The method includes the steps of determining an identity of the call participant from call associated information and presenting the call participant with predetermined background sensory information through the call connection based upon the identity of the caller.Type: ApplicationFiled: December 20, 2001Publication date: June 26, 2003Inventors: Jared Bluestein, Anthony Dezonno, Mark J. Power, Kenneth Venner, Jim F. Martin, Darryl Hymel, Craig R. Shambaugh, Laird C. Williams
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Patent number: 6577727Abstract: A method is provided for assigning agents of a plurality of agent groups to a agent pool for answering a call based upon a time delay for answering the call. The method includes the steps of designating a first agent group as candidates for answering a call based upon first availability, forming an expanded group of the first group and at least some agents of a second group when the time delay exceeds a threshold and assigning the call to an agent of the expanded group based upon first availability.Type: GrantFiled: February 22, 2000Date of Patent: June 10, 2003Assignee: Rockwell Electronic Commerce Corp.Inventor: Darryl Hymel
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Patent number: 6574332Abstract: Method and apparatus for accomplishing an agent log-on to an automatic call distribution system, which requires a telephone identifier corresponding with an agent, without making a circuit switched telephone connection or using a circuit switched voice port. A pseudo-port is used to emulate the circuit switched voice port, permitting completion of the log-on, and permitting execution of “call” handling functions with respect to the agent for “calls” not requiring a circuit switched telephone connection.Type: GrantFiled: January 24, 2000Date of Patent: June 3, 2003Assignee: Rockwell Electronic Commerce Technologies LLCInventors: Tim Moore, Paul Fischer, Darryl Hymel
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Patent number: 6366665Abstract: A method and apparatus are provided for allocating resources within an automatic call distributor. The method includes the steps of receiving an incoming call from a supervisor on a voice channel of the automatic call distributor and routing the incoming call to an autoattendant of the automatic call distributor. The method further includes the steps of presenting the supervisor with a set of options regarding the allocation of resources within the automatic call distributor, receiving a change request from the supervisor and executing the change request.Type: GrantFiled: February 16, 2000Date of Patent: April 2, 2002Assignee: Rockwell Electronic Commerce Corp.Inventors: Darryl Hymel, Tim Moore
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Patent number: 6308154Abstract: A method and apparatus are provided for encoding a spoken language. The method includes the steps recognizing a verbal content of the spoken language, measuring an attribute of the recognized verbal content and encoding the recognized and measured verbal content.Type: GrantFiled: April 13, 2000Date of Patent: October 23, 2001Assignee: Rockwell Electronic Commerce Corp.Inventors: Laird C. Williams, Anthony Dezonno, Mark J. Power, Kenneth Venner, Jared Bluestein, Jim F. Martin, Darryl Hymel, Craig R. Shambaugh