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1. WO2012061339 - A VAILABILITY-BASED CONTACT ROUTING AND SCHEDULING SYSTEM

Publication Number WO/2012/061339
Publication Date 10.05.2012
International Application No. PCT/US2011/058713
International Filing Date 01.11.2011
IPC
G06Q 10/00 2012.01
GPHYSICS
06COMPUTING; CALCULATING OR COUNTING
QDATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES, NOT OTHERWISE PROVIDED FOR
10Administration; Management
CPC
G06Q 10/0631
GPHYSICS
06COMPUTING; CALCULATING; COUNTING
QDATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES, NOT OTHERWISE PROVIDED FOR
10Administration; Management
06Resources, workflows, human or project management, e.g. organising, planning, scheduling or allocating time, human or machine resources; Enterprise planning; Organisational models
063Operations research or analysis
0631Resource planning, allocation or scheduling for a business operation
G06Q 10/06311
GPHYSICS
06COMPUTING; CALCULATING; COUNTING
QDATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES, NOT OTHERWISE PROVIDED FOR
10Administration; Management
06Resources, workflows, human or project management, e.g. organising, planning, scheduling or allocating time, human or machine resources; Enterprise planning; Organisational models
063Operations research or analysis
0631Resource planning, allocation or scheduling for a business operation
06311Scheduling, planning or task assignment for a person or group
G06Q 10/063112
GPHYSICS
06COMPUTING; CALCULATING; COUNTING
QDATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES, NOT OTHERWISE PROVIDED FOR
10Administration; Management
06Resources, workflows, human or project management, e.g. organising, planning, scheduling or allocating time, human or machine resources; Enterprise planning; Organisational models
063Operations research or analysis
0631Resource planning, allocation or scheduling for a business operation
06311Scheduling, planning or task assignment for a person or group
063112Skill-based matching of a person or a group to a task
G06Q 10/1095
GPHYSICS
06COMPUTING; CALCULATING; COUNTING
QDATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES, NOT OTHERWISE PROVIDED FOR
10Administration; Management
10Office automation, e.g. computer aided management of electronic mail or groupware
109Time management, e.g. calendars, reminders, meetings, time accounting
1093Calendar-based scheduling for a person or group
1095Meeting or appointment
Applicants
  • TIMETRADE SYSTEMS, INC. [US]/[US] (AllExceptUS)
  • LORING, John [US]/[US] (UsOnly)
  • SCHMIDTBERG, Rupert [US]/[US] (UsOnly)
  • LAMBERT, Carl [US]/[US] (UsOnly)
Inventors
  • LORING, John
  • SCHMIDTBERG, Rupert
  • LAMBERT, Carl
Agents
  • FLOAM, Andrew, D.
Priority Data
61/410,40805.11.2010US
Publication Language English (EN)
Filing Language English (EN)
Designated States
Title
(EN) A VAILABILITY-BASED CONTACT ROUTING AND SCHEDULING SYSTEM
(FR) SYSTÈME DE ROUTAGE DE CONTACTS ET DE PLANIFICATION BASÉ SUR LA DISPONIBILITÉ
Abstract
(EN)
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.
(FR)
L'invention a trait à un système de routage de contacts et de planification qui permet à des utilisateurs de définir divers contextes de routage de contacts et de planification afin de diriger un contact vers un agenda qui répertorie la disponibilité pour des rendez-vous figurant la disponibilité d'un ensemble de représentants présélectionnés pour avoir des moments disponibles pour un rendez-vous approprié, et de fixer un rendez-vous dans le cadre de la fonction de routage de contacts. Ledit système utilise plusieurs interfaces utilisateur visuelles qui permettent à des utilisateurs, des contacts et des administrateurs d'interagir avec lui. Ce système autorise la sélection par l'utilisateur de règles de routage de contacts et de planification, l'association d'activités de planification au processus de routage de contacts, et l'association de représentants qui accepteront à la fin des rendez-vous avec des contacts. Ledit système utilise également différentes techniques pour associer des contacts à des contextes de routage de contacts et de planification précis qu'un contact a reçus par courrier électronique et/ou par d'autres moyens de correspondance.
Also published as
Latest bibliographic data on file with the International Bureau