# US 2019/0356784 A1 · Scheduling Communication System and Method

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- Number: US 2019/0356784 A1
- Document ID: US20190356784A1
- Status: Published application
- Kind: A1
- Application number: 16/192,089
- Filed: 2018-11-15
- Published: 2019-11-21
- Earliest claimed: 2017-11-15
- Assignees: Second Guest Ltd
- Applicants: Second Guest Ltd
- Inventors: Andy Chadbourne; Simon Ashford
- Web page: https://patentgrep.com/patent/US20190356784A1

## CPC

- G06Q 10/109: Time management, e.g. calendars, reminders, meetings or time accounting
- H04M 3/565: {relating to time schedule aspects}
- G06Q 10/028: {for seating or spaces in a venue}
- G10L 13/02: Methods for producing synthetic speech; Speech synthesisers
- H04M 3/5231: {with call back arrangements}
- H04M 3/5307: {for recording messages comprising any combination of audio and non-audio components}
- G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08)
- G10L: SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING

## Abstract

A scheduling communication system and method are disclosed. The system comprises a gateway comprising a telephony interface, a data repository; and, a scheduling interface. The gateway stores, in the data repository, a registration for a user associated with a booking, the registration including a telephone number for the user. Upon receiving a data communication at the scheduling interface on the booking, the gateway triggers a telephone call via the telephony interface to the user's telephone number and outputs verbal information on the booking. Upon receiving an input from a user during a call from the telephone number via the telephony interface, the gateway generates a data communication on the input and communicate the data communication on the input via the scheduling interface.

## Claims

### Claim 1

A scheduling communication system comprising:
a gateway comprising a telephony interface;
a data repository; and, a scheduling interface,
the gateway being arranged to store, in the data repository, a registration for a user associated with a booking, the registration including a telephone number for the user, the gateway being responsive, upon receiving a data communication at the scheduling interface on the booking, to trigger a telephone call via the telephony interface to the user's telephone number and output verbal information on the booking, the gateway being further responsive, upon receiving an input from a user during a call from the telephone number via the telephony interface, to generate a data communication on the input and communicate the data communication on the input via the scheduling interface.

### Claim 2 (depends on 1)

The scheduling communication system of claim 1, further comprising a remote staff interface configured to receive data on a user to make the booking, the remote staff interface being configured to communicate data on the user and the booking to the scheduling communication system, the scheduling communication system being configured to generate a record in the data repository linking the user to the booking.

### Claim 3 (depends on 2)

The scheduling communication system of claim 2, further comprising a handheld device configured to provide the remote staff interface to staff manning a resource that is the subject of the booking.

### Claim 4 (depends on 2)

The scheduling communication system of claim 2, further comprising a resource management system, the resource management system being independent of the scheduling communication system, the resource management system being configured to communicate, via the scheduling interface, with the scheduling communication system on availability of resources that are subject of bookings.

### Claim 5 (depends on 1)

The scheduling communication system of claim 1, the data repository encoding a virtual queue of bookings, the virtual queue linking each booking to the user registration, wherein upon receiving a data communication at the scheduling interface on available resource, the scheduling communication system being configured to match the next booking in the virtual queue matching the available resource and to trigger a telephone call via the telephony interface to the user's telephone number and output verbal information on the availability.

### Claim 6 (depends on 1)

The scheduling communication system of claim 1, further comprising a speech synthesis system being connected to the telephony interface, the speech synthesis system configured to generate the verbal information.

### Claim 7 (depends on 1)

The scheduling communication system of claim 1, further comprising an inbound communication module, configured to receive a phone call via the telephony interface, automatically capture a user input from the call and apply the inputs to a booking in the data repository linked to the telephone number of the caller.

### Claim 8 (depends on 1)

The scheduling communication system of claim 1, wherein the telephony interface include a processor configured to execute computer program code for executing an input engine, including:
computer program code configured to receive a call via the telephony interface;
computer program code configured to detect verbal inputs from a caller and to parse the verbal inputs to generate a booking operation;
computer program code configured to detect DTMF tones from a caller and to parse the DTMF tones to generate a booking operation;
computer program code configured to use the booking operator to automatically modify data on a booking in the data repository.

### Claim 9 (depends on 8)

The scheduling communication system of claim 8, wherein the input engine further includes computer program code configured to apply predetermined rule logic to determine to oversee calls and prevent one or more predetermined exceptions arising from a call.

### Claim 10

A scheduling communication system comprising:
a gateway, a data repository, and a scheduling interface connected to a data communications network,
the gateway including a processor, a memory and a computer-readable storage medium incorporating computer program code for executing the scheduling communication system, the gateway further comprising a telephony interface connected to a telephony network, wherein the processor is configured to execute the computer program code for executing the scheduling communication system including:
computer program code configured to communicate, via the scheduling interface over the data communications network, with a resource management system that is independent of the scheduling communication system, the resource management system managing a resource available to be booked by users;
computer program code configured to receive a booking for the resource and store, in the data repository, data on the booking and on a user associated with a booking, the data including a telephone number for the user;
computer program code configured to operate a virtual queue for the resource, including computer program code configured to place a data entry for each booking in the virtual queue and to link the data entry to the data on the booking in the data repository;
computer program code configured to trigger, upon receiving a data communication from the resource management system at the scheduling interface on the booking, a telephone call via the telephony interface to the user at the telephone number in the data repository and output verbal information on the booking.

### Claim 11 (depends on 10)

The scheduling communication system of claim 10, wherein the computer program code configured to trigger the telephone call includes:
computer program code configured, upon receiving a data communication from the resource management system identifying availability of the resource, to match the available resource to the next applicable booking in the virtual queue, to retrieve the telephone number from the data repository that is linked to the booking and to trigger the telephone call to the telephone number.

### Claim 12

A scheduling method comprising:
storing bookings in a data repository of a gateway that is independent of a resource management system managing a resource available to be booked by users, each booking including a telephone number for the user; upon receiving a data communication on the booking, triggering a telephone call to the user's telephone number and outputting computer-composed verbal information on the booking;
upon receiving an input from a user during a call from the telephone number, identifying the booking in the data repository using the telephone number of the caller and modifying the booking in dependence on the input.

### Claim 13 (depends on 12)

The scheduling method of claim 12, further comprising:
linking a remote staff interface to the gateway, and providing the remote staff interface to staff operating the resource;
receiving, via the remote staff interface, a booking including the telephone number for the user making the booking; and,
recording the booking data in the data repository and linking the booking data to an entry in a queue at the gateway for the resource.

### Claim 14 (depends on 13)

The scheduling method of claim 13, further comprising:
receiving, from the resource management system data on availability of the resource;
determining whether the booking closest to or at the head of the queue in which the availability of the resource satisfies the booking;
retrieving the telephone number for the booking; and,
performing the step of triggering the telephone call to the user's telephone number and outputting computer-composed verbal information on the booking.