Availability-Based Contact Routing and Scheduling System
First Claim
1. A method comprising:
- at one or more server computers forming a part of a web-based contact routing and appointment scheduling system, receiving information to define a contact routing and scheduling context to be offered to a person for contacting and scheduling an appointment with a representative;
storing data representing the contact routing and scheduling context; and
generating a web link with a token representing the contact routing and scheduling context.
2 Assignments
0 Petitions
Accused Products
Abstract
A contact routing and scheduling system is provided allowing users to define various contact routing and scheduling contexts to direct a contact to a calendar of appointment availability representing the availability of a set of representatives pre-qualified to have times available for an appropriate appointment and to book an appointment as an integral part of the contact routing function. The system utilizes multiple visual user interfaces to allow users, contacts, and administrators to interact with the contact routing and appointment scheduling system. The system allows for user selection of contact routing and scheduling rules, association of scheduling activities to the contact routing process, and association of representatives who will ultimately accept appointments with contacts. The system also utilizes various techniques to associate contacts with particular contact routing and scheduling contexts received by the contact through email and/or other correspondence means.
18 Citations
26 Claims
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1. A method comprising:
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at one or more server computers forming a part of a web-based contact routing and appointment scheduling system, receiving information to define a contact routing and scheduling context to be offered to a person for contacting and scheduling an appointment with a representative; storing data representing the contact routing and scheduling context; and generating a web link with a token representing the contact routing and scheduling context. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15)
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16. A method comprising:
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at one or more server computers forming a part of a web-based contact routing and appointment scheduling system, storing data for a plurality of contact routing and scheduling contexts each associated with a corresponding web link; serving a landing web page in response to a request from a particular web link; retrieving particular contact routing and scheduling rules associated with a contact routing and scheduling context for the particular web link; presenting one or more data collection fields associated with the particular contact routing and scheduling context; receiving responses from a user entered into the data collection fields; and applying the contact routing and scheduling rules based on the information received in the data collection fields. - View Dependent Claims (17, 18, 19)
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20. A computer readable storage media storing instructions that, when executed by one or more processors, are operable to:
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receive information to define a contact routing and scheduling context to be offered to a person for contacting and scheduling an appointment with a representative; store data representing the contact routing and scheduling context; and generate a web link with a token representing the contact routing and scheduling context. - View Dependent Claims (21, 22, 23)
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24. An apparatus comprising:
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a network interface unit configured to enable communications over a network; a memory configured to store data; at least one processor coupled to the network interface unit and the memory, and configured to; receive information to define a contact routing and scheduling context to be offered to a person for contacting and scheduling an appointment with a representative; store data representing the contact routing and scheduling context; and generate a web link with a token representing the contact routing and scheduling context. - View Dependent Claims (25, 26)
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Specification