Integrated transactional workflows distributed across multiple contact ...
US008146000B1
(12) United States Patent
(10) Patent N0.: (45) Date of Patent:
Boliek et al.
(54)
(56)
INTEGRATED TRANSACTIONAL WORKFLOWS DISTRIBUTED ACROSS MULTIPLE CONTACT CENTERS
US 8,146,000 B1 Mar. 27, 2012
References Cited U.S. PATENT DOCUMENTS
(75) Inventors: David Boliek, Carnation, WA (US); Bart Dellinger, Bothell, WA (US); Romain Machacek, Redmond, WA (US); John Cofano, Redmond, WA (US)
7,330,873 B2 *
2/2008
7,343,406 B1 *
3/2008 Buonanno et a1. .
2004/0111302 A1 * 2005/0010454 A1 *
WA (US)
709/224
Falk et a1. ........ .. 705/4 Falk et a1. ....................... .. 705/4
FOREIGN PATENT DOCUMENTS W0
(73) Assignee: GoodWell Technologies, Inc., Redmond,
6/2004 1/2005
Yoshida et a1. ............. .. 709/203
WO 2004/044696 A2 *
5/2004
* cited by examiner Primary Examiner * Namitha Pillai
(74) Attorney, Agent, or Firm * Brundidge & Stanger, PC.
(*)
Notice:
Subject to any disclaimer, the term of this patent is extended or adjusted under 35
U.S.C. 154(b) by 36 days.
(22) (51)
Int. Cl.
(52)
respective interactions With a customer. As the interactions progresses, the agents can enter data related to the interac
Oct. 7, 2005
tions via the agent interfaces. The agent interfaces need not be integrated With the applications or the contact center infra
structure, thereby eliminating the expense of performing such
G06F 3/00
(2006.01)
G06Q 10/00
(2006.01)
integration. Instead, the agents can use both the application
and the agent interfaces concurrently While interacting With the customer. Data entered by one agent via the interface can
US. Cl. ...... .. 715/748; 715/753; 715/965; 705/348;
705/7.27
(58)
ABSTRACT
applications running at tWo or more contact centers. These interfaces enable agents at the contact centers to conduct
(21) Appl. No.: 11/246,906 Filed:
(57)
The integration of transactional Work?oWs that are distrib uted across multiple contact centers is described herein. Respective agent interfaces can execute concurrently With
Field of Classi?cation Search ................ .. 715/ 505,
715/748, 753, 965; 705/348, 7.27 See application ?le for complete search history.
100
be made available to the other agent, thereby enabling the agents to cooperate With one another, and integrating the respective interactions into a cohesive transactional Work How.
39 Claims, 32 Drawing Sheets
T WORKFLUW/ TRANSACTION MANAGEMENT
COMPONENT
1_35
CUSTOMER M
SERVER
M INTERACTION
JlQ INTERACTION 1
AGENT lNTERFACE
CONTACT CENTER
AGENT INTERFACE
14911)
INFRASTRUCTURE
TRANSFER] — FORWARD
CONTACT CENTER 1 1Q 1
JAQLN)
CONTACT CENTER INFRASTRUCTURE
AGENT
CoNTAcT
1301 1
CENTER
AGENT
US. Patent
Mar. 27, 2012
Sheet 1 0132
US 8,146,000 B1
y
W
100
—\
DATA
STORE
E5 WORKFLOW/ TRANSACTION MANAGEMENT COMPONENT
E
CUSTOMER LQQ
v
A‘
SERVER
lQQ INTERACTION
w
‘
/
DATA
@
\ DATA
INTERACTION
E
m CCOErLTTPéiT
\ AGENT
AGENT
INTERFACE
INTERFACE
140(1)
INFRASTRUCTURE 120 1 _(_l
- FORWARD’ -
APPLICATION
I I
CONTACT C
TRANsFER/
140 N
ENTER
165
lNFRAsTRucTuRE
—
—1 zolN
Q o O O
C
oNTACT
CENTER 110(1)
AGENT
C
A 1
CENIERI
ONTACT
110 N
FIGURE 1
AGENT 1 30m)
US. Patent
Mar. 27, 2012
Sheet 2 0f 32
US 8,146,000 B1
200 4\
CUsToMER
WORKFLOW/
Q5
TRANsAcTloN
M
MANAGEMENT
COMPONENT
@
Q 1_ 1 15
I
CoNTAcT
AGENT INTERFACE
CENTER
Ml)
INFRASTRUCTURE
CONTACT
AGENT INTERFACE
CENTER
140m]
INFRASTRUCTURE
120(1I
1 O_ _
12OINI
APPLICATION
APPLICATION
125( N I
CONTACT
AGENT
CONTACT
CENTER
130 1
CENTER
1 1011 I L
1 10! N) L
FIGURE 2
A ENT
150ml
US. Patent
Mar. 27, 2012
TRANSACTION
NASCZ
SALES
RECORDID
3101
ATTEMPT
305(1)
—-U
315(1)
Sheet 3 0f 32
V CONTACT ‘7
US 8,146,000 B1
PAYMENT
LOGIN
INFORMATION INFORMATION lNFORMATION
320(1)
325 1
330 1
CURRENT
STATus
?ll)
r—\
‘ “gig/2E 315A1 300(1)
?
‘ TRANSFER 315D(1)(A)
>——< ‘
AGENT ID
V
A
L MORE INFO V 31501 ‘
B
DECLINE
' 315D(1)(C)
~ 0211221 '
~
62:20?
315cm
_UD1 D
>-_
CURRENT
315D(N)
h-J
"ENROLLED
" cgg‘gf ‘
' 315D N
V 315D(N)(D)(1)
k
D
FPURCHASED
' 3150 N E
r
ORDER
' mum
US. Patent
400
56“ 5a
Mar. 27, 2012
US 8,146,000 B1
v\
m
Emits M1
1 Immlél‘
Sheet 4 0f 32
::
uawswa
V7
V.
V, .2
M
@185” “1??” a??? @l?' %E,; $.55, _“.‘
W
T"
-
2
2
uuwm
Owner Nmurk
At WorIdMark Owner Network, we‘re making traveei safer and
6061?} into the
more convenient...
FIGURE 4
‘
‘
P3. , ‘
I
US. Patent
Mar. 27, 2012
Sheet 5 0f 32
US 8,146,000 B1
500 i ‘
WorldMarl?Owner Network - Microsoft Intguget Euplgrcr ] Elli Ed": ' [law Fgvot'kes Iools ?elp
“Q5755 Fa- http llwww.wurldmavkmnernetwurk,comlenmllrlleqtlfrmseLmain.asp
(I'wna: lilalmq 1:;
OW" nwmxr ?lmrrh G (enter one‘w nr more mharrh ' lfritm-ia): “PM” :5 numbee‘:
name
code:
L510
5
Owner Scnrch Results:
MADISON, f‘ANLIDIREW .
.
Owncr Number
Status
t
Info
M
"Seq
~
rrwdLmn, dnrolhy .'
,
"°°..“S.3i.. .
,.
v
n
7f2?,/Z0
.v
4/‘2Gf2005
,
Info
nequesmg
_,
_
120043,»;
,
_
mums‘!
n L
Kath” Amanda
‘IE5 w
,,.h.e2b1'2...,.,."5
1; 11;
Amanda
(“1039mm-
Hubbard
Q's/200s
Keith
(2:10 PM)
Next Attic-I1 Attempt
> >
E
(5:44 FM?
,.,,_‘§".‘,‘,’Tf’[?" AB '3 A >
,7
"‘_‘f_'_3‘$°"‘““f“37"m" V 7336“ MADlSCN, ROBERT
_
Declined
Email?
'
‘(712:3
-
101554»
ff‘id'fmim»
LB 511112005
“8001620
Patterson
,
‘fig vFs
m “IE
YEP,
Mtemp:
Enmhmmt imernpt
..?"'°""w"* Attempt
7 empnmeng Attempt
Enmvment
Cluck 1 My TravelSecure: tr: setup an owner nct Found abovc:
i My Performance
Today's Rankin s
l
Tzanal' rs
.
[1
I15! Place
5
E ‘This Week. \, fry» Month
0 0
[2nd Place
3 '2
151 F'la-te 2nd Plate
100% (15 1M} 1" 50% (m) j
{My P mmnw '
; This Mnrnh
;|
HA HA NA
3 i 7 Ag
I
J
[ ‘Iodgy
i Tm,» 3 ms Wm
7
3rd Place
5% (16)
|
1&920;
‘l H H N
FIGURE 5
US. Patent
Mar. 27, 2012
600
Sheet 6 0f 32
US 8,146,000 B1
T
a WurhlMark Owner Network - Mitrusnfl: Internet Explnrer
i F
.
Bert C'ellinger 9/14/2005
?k??gig “3&1;
Co
11:87am Transfarnashboard Q Carmen
r
Enrollment Info ‘Help E FeedbecL M
i
gg information
Owner Name: Owner Number: Current Slulus: Lust Anemp? Date: Last Attempt Result:
FPAHK KELLY 30010L7 Enrolled 5/26.»’2005(3t35 PM) Enrolled
Coverage Began: Coverage Expires:
5/27,’:005 s/zsfzuua
1 5 DJlti‘i
Policy Number:
051471010019
4
—
§ Auto-renew Payment Method: i Credit Card Type: Card Number: Expiration Date: Auto-renew:
4212 225mm!“ 3E’ zssaquah' Address.
WA 95029
Phone Numbe '
4253690391
L..
var
R1 0|; ..
s/Zszznns 5/25/2005
Transfer‘ Transfer"
. H,
,
,.
.
..
.
(.
0 Credit Card Visa xxxxxxxxxxxxBSUS éy’ZUDB YES
).
£00m; Bonsai (CaA) [James Taylor (TDW)
@ganewww
FIGURE 6
US. Patent
Mar. 27, 2012
A
NM a
9/1412005
Tim
11:85am
"mm"
lpéFeedLwack innversiulnajashbugpg ‘
96$}:
[- 710
Owner lnfnrmatinn
Dgail;
First Name:
Phone Number:
Last Name:
in
Email Address:
Owner Numher:
Street Address:
Auto-renew
CRY:
Payment Method: Card Type:
State/Province:
Card Number-
ZinfPnstal Cndn:
Expiration Dana: Mule-renew:
Current Status:
US 8,146,000 B1
Em't DeWngar
7 Trans’rartiakshhuard
Edit Uwnm lnfonnmion
Sheet 7 0f 32
745 790
2
FIGURE 7
ainneul
:
US. Patent
Mar. 27, 2012
Sheet 8 0f 32
US 8,146,000 B1
WurldMark Owner Network - M roso?: Internet Explorer
https Iwww.worldmarknwnemetwork.comienrullmentjfimset ma asp
Heme; Trippy Eiirimv “11mm
018,
OwnerNetwork
f‘
-
‘
Time:
7
11:37am
Cancel Coverage With Refund Attention; Cancellations are normally accomplished by changing the Auto-Renew setting in CIWFIEI’ Infnrrnaton to "H0." This will allow the owner to remain covered until their’ current CXPH‘GUOH date.
Only use the cancellation option below in order to terminate cuveragu immediately with refund,
.eason for cancellation:
/—
Owner Name: Jane Doe
I375
Dwner Number: 12341236
'“
E
WARNING: Refunds may only be issued to owners who have been
covered for less than 30 days and have not traveled.
FIGURE 8
m
m
5
US. Patent
Mar. 27, 2012
Sheet 9 0f 32
US 8,146,000 B1
§ ‘Qihttps Iwww.wo?dmerkawnemetworkcurrdenro mentlfrmset_m
915
Last Name:
Owner Number:
172A1E333__
rurrem status:
New
,
Enrollment Attemgt Result
0 Transfer \
7
_
I
940
C2 Enroil—____ 945
[w 950
Decline or Enrollment Hot Mtemp ed
C7
Q 01 ICC
935
955
More lnfurrnation REuuested
gnrglimgn! Agempt Notes (up-?oral)
//—
/
1/
I
Marketing Source: lwvw Enrollment Attcmgt History_
‘ I 970
m previous em'ullrnant attempts.
FIGURE 9
§ , ‘
US. Patent
Mar. 27, 2012
Sheet 10 0f 32
US 8,146,000 B1
975 —\
a WnrIdMark Owner Network - Microsult Internet E
GM Q) ' E? E]
Altempi {inn-{Imam I
Qmyneg Information
5 Transfer
1
M
80
First Name: Last Name:
Owner Number:
Current Status:
New
WW
(2» Transfer \ C- Enroll
980
7
940
C Dechne or Enrn! ment Not Attempted
C More lnformatien Requested E r llment Attem t Notes (laptionm)
Marketing Source:| __
__
L:
Emu-ailment Attem t Mister Ho DY‘EHDUS enrnllrnPnt attempts.
[ill
FIGURE 98
US. Patent
Mar. 27, 2012
A '
Sheet 11 0132
US 8,146,000 B1
Harrm: Bart Deilingar 9114/2005
LS ECU" mumm?w.
'
llmg?m
Enrollment Info [Help I Feedback
Illhampt Enrr-Ihnrmr Owner Information
Enrollment Not ‘Successful
First Name:
[:3
Owner Number:
M
Reason:
Burns nt Status:
Enro?ment Attemgt Regult C‘ Transfer
0 Enroll (3'1 Decline or’ Enrolfmen! Net Attempted
‘ '
G More Information Requested
Enrollment Atlemgt Notes (-Jptmnal)
0
Marketing Source |
i
o
No previous enrollment attempts.
_
1,,
M,
M.
m
,_
m
,
1
m
m.
_
m,
FIGURE 10
US. Patent
Mar. 27, 2012
1100
Sheet 12 0132
US 8,146,000 B1
‘\
a WorldMark Owner Network ‘ Microsoft Internet Explorer
Iwww worldmarlwmezlrlelivfrk cugrrllmeumgqgitffrmsel: main asp M30121 E-art Dellinger‘
T
""
‘
\/ LSECURE
Date: ‘3314/2005 Th-na:
11:09am
Owner Infnrmarion First Numn:
,»
more Information Reguested Send infurmatinn via:
905
Last Name:
Email Address:
Owner Number:
Street Address:
Current Status:
guy;
Enrgllmeug Attemgt Result
State/Provincc Abbn: Zip/Postal Code:
0 Transfer
('1 Dec‘lne C7 Enroll or Enrullrncnt Not A?emptéd
G‘; Mere Infurrnatiun Requested
1
Enrnllment Ahemgt Notes (nptional)
I3",
Markating Source: Ne Enrollment ’ gttemgg Histurz
v
FIGURE 11
1:; Email {I u,s.1~1an
US. Patent
Mar. 27, 2012
Sheet 13 0f 32
US 8,146,000 B1
IaWorldMark Owner Network — M rosoft Internet Explorer
“Favorites lools Belg
A
"um"-
Marne: Bart DF Inger gjlqjgg??s
TRAVELSIECUR
11:08am ,
Enwllrnent lrifl conversion Dashboard
Mien“): Eumllmmut
/—
First OwnerName: Information
Owner Number: Phune Details
Last Nan-w;
Send [average
5
/ ‘
information via:
__
r: E mail a U" Mal
I
Owner Number: Current Status: Street
Address:
,,,,,,, ___,
,,_
Enrollment Attcmgt Rgggl;
State/Province:
Transfer
9 25
G1 Enroll
lwulvl
2" [Postal Cnde:
‘p
Billing Information
C- Denllim‘: or Enrollment Not Attempted
C More Information Requested Card Type:
Enrollment Angmn? uggggi
Card Number:
Expiration Date:
Marketing Source: |____‘__M
{v1
9 0
No Enrollment previous enrollment Attemgg Histoygx atkemptg. .n
‘ V
V
_
.7
VA‘
7
5:1‘
,_> 1
Tram‘
W
'
"
FIGURE 12
‘
‘1
:1
F1
uawmm
US. Patent
Mar. 27, 2012
Sheet 14 0f 32
US 8,146,000 B1
httpszllwwwwoildmarkn Name: TriDDY 55W? Date:
_,
Time:
7
_,
11:43am
WmMMark Owner NMx-mrk Fina! Charges Purchase Summarx:
Owner Name: Bill Tailor
:2
1305
1"
Owner Numberz12341244
Yearly Coverage Prite: $39
We are about to charge $39 to the Visa account ending 4444 in "or one year of
coverage Netw?r ' in the WorldMark Owner
5
L 1310 ¥ 1315.“.
FIGURE 13
US. Patent
Mar. 27, 2012
Sheet 15 0f 32
US 8,146,000 B1
Eihtt 'Ilwww.worldmarkownernetwork.cornlenrollmentl?msegma: .asp r
Enrollfmpinrt Enmglete
1405
Owner Name: BHI Tailor Owner Number: 12341244 I
_
1410
The owner IS new enroliad and WI“ he covered from 11/18/250 to
/
11/17/200 .
g
The coverage information has be sent to ihe owner via Email
FIGURE 14
US. Patent
Mar. 27, 2012
Sheet 16 0132
US 8,146,000 B1
r———%
1 500
\
DATA STORE
@ WORKFLOW/ TRANSACTION MANAGEMENT COMPONENT
m WEB SERVER
140(N)
REQUEST
REQUEST
1515(1)
1515(N) REPORT
REPORT
1520(1)
1520(N)
WEB BROWSER
1401M) 151011!
15101N)
MANAGER
MANAGER
1505(11
1505(Nl
CALL CENTER
CALL CENTER
11011!
110(N1
FIGURE 15
US. Patent
,
Mar. 27, 2012
Sheet 17 0132
US 8,146,000 B1
WorldMark Travel Asslstance — Mmrosoft Internet Explorer
[I Eile Back Edit ' \iiéw "-Fgvorites E [Q 1001s {h ap?earch ?eb *Favorites~ @Media“ http '//10.0.0.ZB/admin/?'mseLmainaSp
Reports
/—1605
Choose a report:
LUser Overvlg?mwm______""11;
Choose enroliment center: ‘trend?
Wii”;
Chonse format: 1610 ——/€ HTML Table C1 Tab Deiimitad
1615 —/ LIE-er OvP'view — jirarudZ - 4/12 “U03 11:40:16 AM
TTWWM
1+ :0:- ‘Sell
'
Owners 1
1
I
‘v
1625
Enrolled Subscribers Enrollment Staff Can Center Staff
FIGURE 16
US. Patent
Mar. 27, 2012
Reports
Sheet 18 0132
US 8,146,000 B1
/—1605
Choose a report:
UserActivity
Choose enroilment center: hrEHoZWJF'I Choose date range: Choose format:
“15:;
‘: ,
/_ 1705
From: 4/21/2003 To: 4/28/2003 (j HTML Table CI Tab Delimited
1610
1615 —/
User f‘flotiivity Report - trend2 - From 4:’2'1/2BU3 To 4/28/2083
{1! Total ; # imthonzedg 8* Enro‘led Subscribers \EnroHment Etaff
Registered? 1? Cano-eE-dfDis-aj?ed
1
iCali Center Staff
FIGURE 17
US. Patent
Mar. 27, 2012
Sheet 19 0132
US 8,146,000 B1
g3 9 0,0300, §51550§ ) lghttp 10.0.0 ZBfadmin/?’mset mairmasp
Re p o rt 8
/
f i
1605
f
Choose date a report: range: lgyfjgm?gilitvywmm From: 4}’21/2003 To: 4/28/2003 ________ ME‘:
I
Choose format:
'
1615 HTML—/ Table C‘: Tab Delimited ¥ 1705
System .facfivit'y Report - From 4,121/2'003 T§i28f20§3 Traveie'r Luginz é Enro?fnent Agent Login; Call Center agent Lngins i 0
,
1625
i
i
z‘
"
i:
1
i
1
5; P9"? 15:1",
,é
FIGURE 18
(12) United States Patent
(10) Patent N0.: (45) Date of Patent:
Boliek et al.
(54)
(56)
INTEGRATED TRANSACTIONAL WORKFLOWS DISTRIBUTED ACROSS MULTIPLE CONTACT CENTERS
US 8,146,000 B1 Mar. 27, 2012
References Cited U.S. PATENT DOCUMENTS
(75) Inventors: David Boliek, Carnation, WA (US); Bart Dellinger, Bothell, WA (US); Romain Machacek, Redmond, WA (US); John Cofano, Redmond, WA (US)
7,330,873 B2 *
2/2008
7,343,406 B1 *
3/2008 Buonanno et a1. .
2004/0111302 A1 * 2005/0010454 A1 *
WA (US)
709/224
Falk et a1. ........ .. 705/4 Falk et a1. ....................... .. 705/4
FOREIGN PATENT DOCUMENTS W0
(73) Assignee: GoodWell Technologies, Inc., Redmond,
6/2004 1/2005
Yoshida et a1. ............. .. 709/203
WO 2004/044696 A2 *
5/2004
* cited by examiner Primary Examiner * Namitha Pillai
(74) Attorney, Agent, or Firm * Brundidge & Stanger, PC.
(*)
Notice:
Subject to any disclaimer, the term of this patent is extended or adjusted under 35
U.S.C. 154(b) by 36 days.
(22) (51)
Int. Cl.
(52)
respective interactions With a customer. As the interactions progresses, the agents can enter data related to the interac
Oct. 7, 2005
tions via the agent interfaces. The agent interfaces need not be integrated With the applications or the contact center infra
structure, thereby eliminating the expense of performing such
G06F 3/00
(2006.01)
G06Q 10/00
(2006.01)
integration. Instead, the agents can use both the application
and the agent interfaces concurrently While interacting With the customer. Data entered by one agent via the interface can
US. Cl. ...... .. 715/748; 715/753; 715/965; 705/348;
705/7.27
(58)
ABSTRACT
applications running at tWo or more contact centers. These interfaces enable agents at the contact centers to conduct
(21) Appl. No.: 11/246,906 Filed:
(57)
The integration of transactional Work?oWs that are distrib uted across multiple contact centers is described herein. Respective agent interfaces can execute concurrently With
Field of Classi?cation Search ................ .. 715/ 505,
715/748, 753, 965; 705/348, 7.27 See application ?le for complete search history.
100
be made available to the other agent, thereby enabling the agents to cooperate With one another, and integrating the respective interactions into a cohesive transactional Work How.
39 Claims, 32 Drawing Sheets
T WORKFLUW/ TRANSACTION MANAGEMENT
COMPONENT
1_35
CUSTOMER M
SERVER
M INTERACTION
JlQ INTERACTION 1
AGENT lNTERFACE
CONTACT CENTER
AGENT INTERFACE
14911)
INFRASTRUCTURE
TRANSFER] — FORWARD
CONTACT CENTER 1 1Q 1
JAQLN)
CONTACT CENTER INFRASTRUCTURE
AGENT
CoNTAcT
1301 1
CENTER
AGENT
US. Patent
Mar. 27, 2012
Sheet 1 0132
US 8,146,000 B1
y
W
100
—\
DATA
STORE
E5 WORKFLOW/ TRANSACTION MANAGEMENT COMPONENT
E
CUSTOMER LQQ
v
A‘
SERVER
lQQ INTERACTION
w
‘
/
DATA
@
\ DATA
INTERACTION
E
m CCOErLTTPéiT
\ AGENT
AGENT
INTERFACE
INTERFACE
140(1)
INFRASTRUCTURE 120 1 _(_l
- FORWARD’ -
APPLICATION
I I
CONTACT C
TRANsFER/
140 N
ENTER
165
lNFRAsTRucTuRE
—
—1 zolN
Q o O O
C
oNTACT
CENTER 110(1)
AGENT
C
A 1
CENIERI
ONTACT
110 N
FIGURE 1
AGENT 1 30m)
US. Patent
Mar. 27, 2012
Sheet 2 0f 32
US 8,146,000 B1
200 4\
CUsToMER
WORKFLOW/
Q5
TRANsAcTloN
M
MANAGEMENT
COMPONENT
@
Q 1_ 1 15
I
CoNTAcT
AGENT INTERFACE
CENTER
Ml)
INFRASTRUCTURE
CONTACT
AGENT INTERFACE
CENTER
140m]
INFRASTRUCTURE
120(1I
1 O_ _
12OINI
APPLICATION
APPLICATION
125( N I
CONTACT
AGENT
CONTACT
CENTER
130 1
CENTER
1 1011 I L
1 10! N) L
FIGURE 2
A ENT
150ml
US. Patent
Mar. 27, 2012
TRANSACTION
NASCZ
SALES
RECORDID
3101
ATTEMPT
305(1)
—-U
315(1)
Sheet 3 0f 32
V CONTACT ‘7
US 8,146,000 B1
PAYMENT
LOGIN
INFORMATION INFORMATION lNFORMATION
320(1)
325 1
330 1
CURRENT
STATus
?ll)
r—\
‘ “gig/2E 315A1 300(1)
?
‘ TRANSFER 315D(1)(A)
>——< ‘
AGENT ID
V
A
L MORE INFO V 31501 ‘
B
DECLINE
' 315D(1)(C)
~ 0211221 '
~
62:20?
315cm
_UD1 D
>-_
CURRENT
315D(N)
h-J
"ENROLLED
" cgg‘gf ‘
' 315D N
V 315D(N)(D)(1)
k
D
FPURCHASED
' 3150 N E
r
ORDER
' mum
US. Patent
400
56“ 5a
Mar. 27, 2012
US 8,146,000 B1
v\
m
Emits M1
1 Immlél‘
Sheet 4 0f 32
::
uawswa
V7
V.
V, .2
M
@185” “1??” a??? @l?' %E,; $.55, _“.‘
W
T"
-
2
2
uuwm
Owner Nmurk
At WorIdMark Owner Network, we‘re making traveei safer and
6061?} into the
more convenient...
FIGURE 4
‘
‘
P3. , ‘
I
US. Patent
Mar. 27, 2012
Sheet 5 0f 32
US 8,146,000 B1
500 i ‘
WorldMarl?Owner Network - Microsoft Intguget Euplgrcr ] Elli Ed": ' [law Fgvot'kes Iools ?elp
“Q5755 Fa- http llwww.wurldmavkmnernetwurk,comlenmllrlleqtlfrmseLmain.asp
(I'wna: lilalmq 1:;
OW" nwmxr ?lmrrh G (enter one‘w nr more mharrh ' lfritm-ia): “PM” :5 numbee‘:
name
code:
L510
5
Owner Scnrch Results:
MADISON, f‘ANLIDIREW .
.
Owncr Number
Status
t
Info
M
"Seq
~
rrwdLmn, dnrolhy .'
,
"°°..“S.3i.. .
,.
v
n
7f2?,/Z0
.v
4/‘2Gf2005
,
Info
nequesmg
_,
_
120043,»;
,
_
mums‘!
n L
Kath” Amanda
‘IE5 w
,,.h.e2b1'2...,.,."5
1; 11;
Amanda
(“1039mm-
Hubbard
Q's/200s
Keith
(2:10 PM)
Next Attic-I1 Attempt
> >
E
(5:44 FM?
,.,,_‘§".‘,‘,’Tf’[?" AB '3 A >
,7
"‘_‘f_'_3‘$°"‘““f“37"m" V 7336“ MADlSCN, ROBERT
_
Declined
Email?
'
‘(712:3
-
101554»
ff‘id'fmim»
LB 511112005
“8001620
Patterson
,
‘fig vFs
m “IE
YEP,
Mtemp:
Enmhmmt imernpt
..?"'°""w"* Attempt
7 empnmeng Attempt
Enmvment
Cluck 1 My TravelSecure: tr: setup an owner nct Found abovc:
i My Performance
Today's Rankin s
l
Tzanal' rs
.
[1
I15! Place
5
E ‘This Week. \, fry» Month
0 0
[2nd Place
3 '2
151 F'la-te 2nd Plate
100% (15 1M} 1" 50% (m) j
{My P mmnw '
; This Mnrnh
;|
HA HA NA
3 i 7 Ag
I
J
[ ‘Iodgy
i Tm,» 3 ms Wm
7
3rd Place
5% (16)
|
1&920;
‘l H H N
FIGURE 5
US. Patent
Mar. 27, 2012
600
Sheet 6 0f 32
US 8,146,000 B1
T
a WurhlMark Owner Network - Mitrusnfl: Internet Explnrer
i F
.
Bert C'ellinger 9/14/2005
?k??gig “3&1;
Co
11:87am Transfarnashboard Q Carmen
r
Enrollment Info ‘Help E FeedbecL M
i
gg information
Owner Name: Owner Number: Current Slulus: Lust Anemp? Date: Last Attempt Result:
FPAHK KELLY 30010L7 Enrolled 5/26.»’2005(3t35 PM) Enrolled
Coverage Began: Coverage Expires:
5/27,’:005 s/zsfzuua
1 5 DJlti‘i
Policy Number:
051471010019
4
—
§ Auto-renew Payment Method: i Credit Card Type: Card Number: Expiration Date: Auto-renew:
4212 225mm!“ 3E’ zssaquah' Address.
WA 95029
Phone Numbe '
4253690391
L..
var
R1 0|; ..
s/Zszznns 5/25/2005
Transfer‘ Transfer"
. H,
,
,.
.
..
.
(.
0 Credit Card Visa xxxxxxxxxxxxBSUS éy’ZUDB YES
).
£00m; Bonsai (CaA) [James Taylor (TDW)
@ganewww
FIGURE 6
US. Patent
Mar. 27, 2012
A
NM a
9/1412005
Tim
11:85am
"mm"
lpéFeedLwack innversiulnajashbugpg ‘
96$}:
[- 710
Owner lnfnrmatinn
Dgail;
First Name:
Phone Number:
Last Name:
in
Email Address:
Owner Numher:
Street Address:
Auto-renew
CRY:
Payment Method: Card Type:
State/Province:
Card Number-
ZinfPnstal Cndn:
Expiration Dana: Mule-renew:
Current Status:
US 8,146,000 B1
Em't DeWngar
7 Trans’rartiakshhuard
Edit Uwnm lnfonnmion
Sheet 7 0f 32
745 790
2
FIGURE 7
ainneul
:
US. Patent
Mar. 27, 2012
Sheet 8 0f 32
US 8,146,000 B1
WurldMark Owner Network - M roso?: Internet Explorer
https Iwww.worldmarknwnemetwork.comienrullmentjfimset ma asp
Heme; Trippy Eiirimv “11mm
018,
OwnerNetwork
f‘
-
‘
Time:
7
11:37am
Cancel Coverage With Refund Attention; Cancellations are normally accomplished by changing the Auto-Renew setting in CIWFIEI’ Infnrrnaton to "H0." This will allow the owner to remain covered until their’ current CXPH‘GUOH date.
Only use the cancellation option below in order to terminate cuveragu immediately with refund,
.eason for cancellation:
/—
Owner Name: Jane Doe
I375
Dwner Number: 12341236
'“
E
WARNING: Refunds may only be issued to owners who have been
covered for less than 30 days and have not traveled.
FIGURE 8
m
m
5
US. Patent
Mar. 27, 2012
Sheet 9 0f 32
US 8,146,000 B1
§ ‘Qihttps Iwww.wo?dmerkawnemetworkcurrdenro mentlfrmset_m
915
Last Name:
Owner Number:
172A1E333__
rurrem status:
New
,
Enrollment Attemgt Result
0 Transfer \
7
_
I
940
C2 Enroil—____ 945
[w 950
Decline or Enrollment Hot Mtemp ed
C7
Q 01 ICC
935
955
More lnfurrnation REuuested
gnrglimgn! Agempt Notes (up-?oral)
//—
/
1/
I
Marketing Source: lwvw Enrollment Attcmgt History_
‘ I 970
m previous em'ullrnant attempts.
FIGURE 9
§ , ‘
US. Patent
Mar. 27, 2012
Sheet 10 0f 32
US 8,146,000 B1
975 —\
a WnrIdMark Owner Network - Microsult Internet E
GM Q) ' E? E]
Altempi {inn-{Imam I
Qmyneg Information
5 Transfer
1
M
80
First Name: Last Name:
Owner Number:
Current Status:
New
WW
(2» Transfer \ C- Enroll
980
7
940
C Dechne or Enrn! ment Not Attempted
C More lnformatien Requested E r llment Attem t Notes (laptionm)
Marketing Source:| __
__
L:
Emu-ailment Attem t Mister Ho DY‘EHDUS enrnllrnPnt attempts.
[ill
FIGURE 98
US. Patent
Mar. 27, 2012
A '
Sheet 11 0132
US 8,146,000 B1
Harrm: Bart Deilingar 9114/2005
LS ECU" mumm?w.
'
llmg?m
Enrollment Info [Help I Feedback
Illhampt Enrr-Ihnrmr Owner Information
Enrollment Not ‘Successful
First Name:
[:3
Owner Number:
M
Reason:
Burns nt Status:
Enro?ment Attemgt Regult C‘ Transfer
0 Enroll (3'1 Decline or’ Enrolfmen! Net Attempted
‘ '
G More Information Requested
Enrollment Atlemgt Notes (-Jptmnal)
0
Marketing Source |
i
o
No previous enrollment attempts.
_
1,,
M,
M.
m
,_
m
,
1
m
m.
_
m,
FIGURE 10
US. Patent
Mar. 27, 2012
1100
Sheet 12 0132
US 8,146,000 B1
‘\
a WorldMark Owner Network ‘ Microsoft Internet Explorer
Iwww worldmarlwmezlrlelivfrk cugrrllmeumgqgitffrmsel: main asp M30121 E-art Dellinger‘
T
""
‘
\/ LSECURE
Date: ‘3314/2005 Th-na:
11:09am
Owner Infnrmarion First Numn:
,»
more Information Reguested Send infurmatinn via:
905
Last Name:
Email Address:
Owner Number:
Street Address:
Current Status:
guy;
Enrgllmeug Attemgt Result
State/Provincc Abbn: Zip/Postal Code:
0 Transfer
('1 Dec‘lne C7 Enroll or Enrullrncnt Not A?emptéd
G‘; Mere Infurrnatiun Requested
1
Enrnllment Ahemgt Notes (nptional)
I3",
Markating Source: Ne Enrollment ’ gttemgg Histurz
v
FIGURE 11
1:; Email {I u,s.1~1an
US. Patent
Mar. 27, 2012
Sheet 13 0f 32
US 8,146,000 B1
IaWorldMark Owner Network — M rosoft Internet Explorer
“Favorites lools Belg
A
"um"-
Marne: Bart DF Inger gjlqjgg??s
TRAVELSIECUR
11:08am ,
Enwllrnent lrifl conversion Dashboard
Mien“): Eumllmmut
/—
First OwnerName: Information
Owner Number: Phune Details
Last Nan-w;
Send [average
5
/ ‘
information via:
__
r: E mail a U" Mal
I
Owner Number: Current Status: Street
Address:
,,,,,,, ___,
,,_
Enrollment Attcmgt Rgggl;
State/Province:
Transfer
9 25
G1 Enroll
lwulvl
2" [Postal Cnde:
‘p
Billing Information
C- Denllim‘: or Enrollment Not Attempted
C More Information Requested Card Type:
Enrollment Angmn? uggggi
Card Number:
Expiration Date:
Marketing Source: |____‘__M
{v1
9 0
No Enrollment previous enrollment Attemgg Histoygx atkemptg. .n
‘ V
V
_
.7
VA‘
7
5:1‘
,_> 1
Tram‘
W
'
"
FIGURE 12
‘
‘1
:1
F1
uawmm
US. Patent
Mar. 27, 2012
Sheet 14 0f 32
US 8,146,000 B1
httpszllwwwwoildmarkn Name: TriDDY 55W? Date:
_,
Time:
7
_,
11:43am
WmMMark Owner NMx-mrk Fina! Charges Purchase Summarx:
Owner Name: Bill Tailor
:2
1305
1"
Owner Numberz12341244
Yearly Coverage Prite: $39
We are about to charge $39 to the Visa account ending 4444 in "or one year of
coverage Netw?r ' in the WorldMark Owner
5
L 1310 ¥ 1315.“.
FIGURE 13
US. Patent
Mar. 27, 2012
Sheet 15 0f 32
US 8,146,000 B1
Eihtt 'Ilwww.worldmarkownernetwork.cornlenrollmentl?msegma: .asp r
Enrollfmpinrt Enmglete
1405
Owner Name: BHI Tailor Owner Number: 12341244 I
_
1410
The owner IS new enroliad and WI“ he covered from 11/18/250 to
/
11/17/200 .
g
The coverage information has be sent to ihe owner via Email
FIGURE 14
US. Patent
Mar. 27, 2012
Sheet 16 0132
US 8,146,000 B1
r———%
1 500
\
DATA STORE
@ WORKFLOW/ TRANSACTION MANAGEMENT COMPONENT
m WEB SERVER
140(N)
REQUEST
REQUEST
1515(1)
1515(N) REPORT
REPORT
1520(1)
1520(N)
WEB BROWSER
1401M) 151011!
15101N)
MANAGER
MANAGER
1505(11
1505(Nl
CALL CENTER
CALL CENTER
11011!
110(N1
FIGURE 15
US. Patent
,
Mar. 27, 2012
Sheet 17 0132
US 8,146,000 B1
WorldMark Travel Asslstance — Mmrosoft Internet Explorer
[I Eile Back Edit ' \iiéw "-Fgvorites E [Q 1001s {h ap?earch ?eb *Favorites~ @Media“ http '//10.0.0.ZB/admin/?'mseLmainaSp
Reports
/—1605
Choose a report:
LUser Overvlg?mwm______""11;
Choose enroliment center: ‘trend?
Wii”;
Chonse format: 1610 ——/€ HTML Table C1 Tab Deiimitad
1615 —/ LIE-er OvP'view — jirarudZ - 4/12 “U03 11:40:16 AM
TTWWM
1+ :0:- ‘Sell
'
Owners 1
1
I
‘v
1625
Enrolled Subscribers Enrollment Staff Can Center Staff
FIGURE 16
US. Patent
Mar. 27, 2012
Reports
Sheet 18 0132
US 8,146,000 B1
/—1605
Choose a report:
UserActivity
Choose enroilment center: hrEHoZWJF'I Choose date range: Choose format:
“15:;
‘: ,
/_ 1705
From: 4/21/2003 To: 4/28/2003 (j HTML Table CI Tab Delimited
1610
1615 —/
User f‘flotiivity Report - trend2 - From 4:’2'1/2BU3 To 4/28/2083
{1! Total ; # imthonzedg 8* Enro‘led Subscribers \EnroHment Etaff
Registered? 1? Cano-eE-dfDis-aj?ed
1
iCali Center Staff
FIGURE 17
US. Patent
Mar. 27, 2012
Sheet 19 0132
US 8,146,000 B1
g3 9 0,0300, §51550§ ) lghttp 10.0.0 ZBfadmin/?’mset mairmasp
Re p o rt 8
/
f i
1605
f
Choose date a report: range: lgyfjgm?gilitvywmm From: 4}’21/2003 To: 4/28/2003 ________ ME‘:
I
Choose format:
'
1615 HTML—/ Table C‘: Tab Delimited ¥ 1705
System .facfivit'y Report - From 4,121/2'003 T§i28f20§3 Traveie'r Luginz é Enro?fnent Agent Login; Call Center agent Lngins i 0
,
1625
i
i
z‘
"
i:
1
i
1
5; P9"? 15:1",
,é
FIGURE 18
