Generating intelligent contact routing configurations
AssigneeTalkdesk, Inc.
InventorsRachel Tsao, Miguel Mota, Tiago Gurreiro, Rafael Baltazar
Life of this patent
Estimating the term…
Abstract
A system provides an interface within a CRM system that allows a user to select a routing option for a contact (e.g., phone number) based on a specified CRM data object by allowing a data dip into the CRM database. The system then provides the CRM data and the selected routing option to the communications management system where the communications management system updates a routing state machine and activates the selected routing option for the contact.
Claims20
A method comprising:
- providing a routing interface within a CRM system, the routing interface allowing a user to define routing parameters for a communication from a contacting user;
- accessing CRM data based on the routing parameters;
- receiving a selection of a routing flow based on the CRM data, wherein the routing flow comprises a series of if statements to route a communication from the contacting user;
- generating a routing data package comprising the routing parameters, the selected routing flow, and the CRM data;
- and
- updating a routing state machine based on the routing data package.
A system comprising:
- at least one processor;
- and
- at least one non-transitory computer-readable storage medium storing instructions that,
- when executed by the at least one processor, cause the system to:
- provide a routing interface within a CRM system, the routing interface allowing a user to define routing parameters for a communication from a contacting user;
- access CRM data based on the routing parameters;
- receive a selection of a routing flow based on the CRM data, wherein the routing flow comprises a series of if statements to route a communication from the contacting user;
- generate a routing data package comprising the routing parameters, the selected routing flow, and the CRM data;
- and
- update a routing state machine based on the routing data package.
A non-transitory computer-readable medium storing instructions that, when executed by at least one processor, cause a computer system to:
- provide a routing interface within a CRM system, the routing interface allowing a user to define routing parameters for a communication from a contacting user;
- access CRM data based on the routing parameters;
- receive a selection of a routing flow based on the CRM data, wherein the routing flow comprises a series of if statements to route a communication from the contacting user;
- generate a routing data package comprising the routing parameters, the selected routing flow, and the CRM data;
- and
- update a routing state machine based on the routing data package.
Dependencies are inferred from the claim text.