Integrating two-dimensional barcodes and embedded links with call center operation

Patent metadata

Field	Value
Publication number	US-9712677-B1
Application number	US-201615158767-A
Country	US
Kind code	B1
Filing date	May 19, 2016
Priority date	May 1, 2012
Publication date	Jul 18, 2017
Grant date	Jul 18, 2017

Abstract

In various embodiments, advertising campaigns can be defined that incorporate technologies such as two-dimensional barcodes or embedded links in electronic material, for directing a user to communicate with a call center. For instance, in particular embodiments, the reading of a two-dimensional barcode by a user with a smart phone may cause various forms of communication requesting a return communication. The communication from the smart phone may be sent to, and received at, the call center, where a calling campaign associated with an advertising campaign is identified using information associated with the communication. A responding communication may be initiated from the call center to the user.

First claim

The invention claimed is:

1. A call center system comprising:
a dialer configured to originate voice calls and comprising a processor configured to:
receive a message as a result of a mobile device operated by a user reading a two-dimensional barcode provided on an advertisement, the message requesting a voice call;
select an available agent from among a plurality of agents for handling the voice call to the user of the mobile device,
cause the dialer to originate the voice call to the mobile device, and
cause the voice call to be connected to a phone being used by the available agent in response to the user answering the voice call.

2. The call center system of claim 1 , wherein the processor is further configured to update a queue associated with the voice call so that the voice call has a higher priority relative to at least one other voice call in the queue.

3. The call center system of claim 1 , wherein the processor is further configured to cause the dialer to send a response communication to the mobile device prompting the user to select a time for a subsequent voice call in response to the user not answering the voice call.

4. The call center system of claim 3 , wherein the response communication is a SMS message.

5. The call center system of claim 1 , wherein the processor is further configured to cause the dialer to send a response communication to the mobile device acknowledging receipt of the message.

6. The call center system of claim 1 , wherein the processor is further configured to determine a calling campaign based on content in the message, and the plurality of agents are assigned to the calling campaign.

7. A non-transitory, computer-readable medium having computer-executable instructions stored thereon, the computer-executable instructions, when executed by a processor in a dialer configured to originate voice calls, cause the processor to:
receive a message as a result of a mobile device operated by a user reading a two-dimensional barcode provided on an advertisement, the message requesting a voice call;
select an available agent from among a plurality of agents for handling the voice call to the user of the mobile device,
cause the dialer to originate the voice call to the mobile device, and
cause the voice call to be connected to a phone being used by the available agent in response to the user answering the voice call.

8. The non-transitory, computer-readable medium of claim 7 , wherein the computer-executable instructions when executed further cause the processor to update a queue associated with the voice call so that the voice call has a higher priority relative to at least one other voice call in the queue.

9. The non-transitory, computer-readable medium 7 , wherein the computer-executable instructions when executed further cause the processor to cause the dialer to send a response communication to the mobile device prompting the user to select a time for a subsequent voice call in response to the user not answering the voice call.

10. The non-transitory, computer-readable medium of claim 9 , wherein the response communication is a SMS message.

11. The non-transitory, computer-readable medium of claim 7 , wherein the computer-executable instructions when executed further cause the processor to cause the dialer to send a response communication to the mobile device acknowledging receipt of the message.

12. The non-transitory, computer-readable medium of claim 7 , wherein the computer-executable instructions when executed further cause the processor to determine a calling campaign based on content in the message, and the plurality of agents are assigned to the calling campaign.

13. A method for integrating use of a two-dimensional barcode with a dialer configured to originate voice calls, the method comprising:
receiving a message at the dialer as a result of a mobile device operated by a user reading a two-dimensional barcode provided on an advertisement, the message requesting a voice call;
selecting an available agent from among a plurality of agents for handling the voice call to the user of the mobile device;
originating the voice call by the dialer to the mobile device; and
connecting the voice call to a phone being used by the available agent in response to the user answering the voice call.

14. The method of claim 13 further comprising update a queue associated with the voice call so that the voice call has a higher priority relative to at least one other voice call in the queue.

15. The method of claim 13 further comprising sending a response communication to the mobile device prompting the user to select a time for a subsequent voice call in response to the user not answering the voice call.

16. The method of claim 15 , wherein the response communication is a SMS message.

17. The method of claim 13 further comprising sending a response communication to the mobile device acknowledging receipt of the message.

18. The method of claim 13 further comprising determining a calling campaign by the dialer based on content in the message, and the plurality of agents are assigned to the calling campaign.

Assignees

• Noble Systems Corp

Inventors

• Koster Karl H

Classifications

• H04M3/44

  Additional connecting arrangements for providing access to frequently-wanted subscribers, e.g. abbreviated dialling (at the subscriber's set H04M1/27; automatic redialling H04M3/424) · CPC title

• G06Q30/0625

  by formulating product or service queries, e.g. using keywords or predefined options · CPC title

• G06Q30/0267

  Wireless devices · CPC title

• H04M3/5232 Primary

  Call distribution algorithms · CPC title

• H04W4/14

  Short messaging services, e.g. short message services [SMS] or unstructured supplementary service data [USSD] · CPC title