# US 10,375,245 B2 · Unified cross channel communications

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- Number: US 10,375,245 B2
- Document ID: US10375245B2
- Status: Granted
- Kind: B2
- Application number: 14/532,001
- Filed: 2014-11-04
- Published: 2015-02-26
- Granted: 2019-08-06
- Earliest claimed: 2009-01-28
- Assignees: Virtual Hold Technology Solutions, LLC
- Applicants: Virtual Hold Technology Solutions, LLC
- Inventors: Mark J Williams; Jeremy Starcher; Kevin Shinseki
- Web page: https://patentgrep.com/patent/US10375245B2

## CPC

- H04M 3/5231: {with call back arrangements}
- G06Q 10/10: Office automation; Time management
- H04M 3/5238: {with waiting time or load prediction arrangements}
- H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08)
- 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

## Abstract

A system for unified cross-channel communications comprising a plurality of network-connected user devices, a plurality of communication channels that receive and handle interactions from user devices, and a virtual communications interceptor that connects to the communications channels and intercepts or otherwise receives data from them according to various means and provides connections between the communication channels, and a method for intercepting and unifying communications between various channels.

## Claims

### Claim 1

A system for unified cross-channel communication, comprising:
a plurality of computing devices adapted to receive communications in a plurality of communications channels from a plurality of user devices; and
a virtual communication interceptor stored and operating on a network-connected computing device;
wherein a first user device of the plurality of user devices sends a first communication of a first type using a first communications channel of the plurality of communications channels to a first computing device of the plurality of computing devices;
wherein the first computing device is adapted to receive communications of the first type and receives the first communication from the first user device;
wherein the first computing device provides interaction information pertaining to the first communication to the virtual communication interceptor;
wherein the virtual communication interceptor stores at least some of the received interaction information;
wherein the virtual communication interceptor transmits at least some of the stored interaction information to a second computing device of the plurality of computing devices processing a second communication of a second type in a second communications channel of the plurality of communications channels;
wherein the interaction information further comprises at least one identifier associated to a user of the first user device;
wherein the virtual communication interceptor monitors the plurality of communication channels for changes in the interaction information associated to the user of the first user device;
wherein, when a change in the interaction information associated to the user of the first user device is found, at least a portion of the changed information is stored and transmitted to the second computing device.

### Claim 2 (depends on 1)

The system of claim 1, wherein the virtual communication interceptor requests additional interaction information pertaining to the first communication from the first communication channel.

### Claim 3 (depends on 2)

The system of claim 2, wherein the virtual communication interceptor stores the additional interaction information for future reference.

### Claim 4 (depends on 1)

The system of claim 1, wherein the at least one identifier is selected from the group consisting of the user's identity information, the user's contact information, and a topic of the first communication.