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;
generating from the stored data a web link with a token representing the contact routing and scheduling context, wherein generating the token comprises generating a web token that is uniquely associated to the email address for the recipient;
receiving an email address for a recipient;
sending an email message containing the web link to the email address for the recipient;
serving a landing web page in response to an invitee selecting the web link in the email message;
retrieving contact routing and scheduling rules associated with the contact routing and scheduling context for the token;
based on an identity of the invitee derived from the web link in the email invitation, presenting one or more data collection fields to the invitee associated with the contact routing and scheduling context;
receiving responses from the invitee in the data collection fields; and
applying the contact routing and scheduling rules based on the information received in the data collection fields.
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.
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Citations
13 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; generating from the stored data a web link with a token representing the contact routing and scheduling context, wherein generating the token comprises generating a web token that is uniquely associated to the email address for the recipient; receiving an email address for a recipient; sending an email message containing the web link to the email address for the recipient; serving a landing web page in response to an invitee selecting the web link in the email message; retrieving contact routing and scheduling rules associated with the contact routing and scheduling context for the token; based on an identity of the invitee derived from the web link in the email invitation, presenting one or more data collection fields to the invitee associated with the contact routing and scheduling context; receiving responses from the invitee in 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 (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. 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; generating from the stored data a web link with a token representing the contact routing and scheduling context; printing the web link on printed material; serving a landing web page in response to entry of the web link; retrieving contact routing and scheduling rules associated with the contact routing and scheduling context; presenting one or more data collection fields to the invitee associated with the contact routing and scheduling context; receiving responses from the invitee in the data collection fields; and applying the contact routing and scheduling rules based on the information received in the data collection fields.
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13. 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; generate from the stored data a web link with a web token representing the contact routing and scheduling context, wherein the web token that is uniquely associated to the email address for the recipient; receive an email address for a recipient; send an email message containing the web link the email address for the recipient; serve a landing web page in response to an invitee selecting the web link in the email message; retrieve contact routing and scheduling rules associated with the contact routing and scheduling context for the token; based on an identity of the invitee derived from the web link in the email invitation, present one or more data collection fields to the invitee associated with the contact routing and scheduling context; receive responses from the invitee in the data collection fields; and apply the contact routing and scheduling rules based on the information received in the data collection fields.
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Specification