Patents by Inventor Kurt Sunderman

Kurt Sunderman 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).

  • Multi-site responsibility-based routing
    Patent number: 6842515
    Abstract: A method and apparatus are provided for distributing calls in an automatic call distribution system having one or more master sites, a plurality of satellite sites and at least some agents located at each satellite site of the plurality of satellite sites. The method includes the steps of detecting a call at a master site of the automatic call distribution system, determining a call type of the call, and contemporaneously measuring a deviation from a target occupancy in handling calls of the determined call type for each agent of the at least some agents located at each satellite site. The method further includes the steps of identifying an agent with a largest relative under-utilization or the least relative over-utilization based upon the measured deviation and transferring the call from the master site to a satellite site of the plurality of satellite site where the identified agent is located.
    Type: Grant
    Filed: June 12, 2001
    Date of Patent: January 11, 2005
    Assignee: Rockwell Electronic Commerce Technologies, LLC
    Inventors: Ole J. Mengshoel, Ken Fertig, Kurt Sunderman, Anthony Dezonno
  • Multi-site responsibility-based routing
    Publication number: 20030059029
    Abstract: A method and apparatus are provided for distributing calls in an automatic call distribution system having one or more master sites, a plurality of satellite sites and at least some agents located at each satellite site of the plurality of satellite sites. The method includes the steps of detecting a call at a master site of the automatic call distribution system, determining a call type of the call, and contemporaneously measuring a deviation from a target occupancy in handling calls of the determined call type for each agent of the at least some agents located at each satellite site. The method further includes the steps of identifying an agent with a largest relative under-utilization or the least relative over-utilization based upon the measured deviation and transferring the call from the master site to a satellite site of the plurality of satellite site where the identified agent is located.
    Type: Application
    Filed: June 12, 2001
    Publication date: March 27, 2003
    Inventors: Ole J. Mengshoel, Ken Fertig, Kurt Sunderman, Anthony Dezonno