# US 11,115,533 B2 · Unified cross channel communications

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- Number: US 11,115,533 B2
- Document ID: US11115533B2
- Status: Granted
- Kind: B2
- Application number: 16/520,533
- Filed: 2019-07-24
- Published: 2020-02-20
- Granted: 2021-09-07
- 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/US11115533B2

## 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 method 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.

## Claims

### Claim 1

A method for unified cross-channel communication, comprising the steps of:
connecting a virtual communication interceptor to a plurality of communication channels between user devices and call center agents;
sending, from the plurality of communication channels, a first communication of a first type using a first communication channel to a first computing device, wherein the first computing device is adapted to receive communications of the first type and receives the first communication from a first user device;
providing interaction information pertaining to the first communication to the virtual communication interceptor, wherein the interaction information includes at least one identifier associated with a user of the first user device, and wherein the virtual communication interceptor stores at least some of the received interaction information;
transmitting at least some of the stored interaction information to a second computing device, wherein the second computing device is adapted to process a second communication of a second type in a second communication channel; wherein the second computing device is associated with a call center agent;
monitoring the plurality of communication channels for changes in the interaction information associated to the user of the first user device;
storing any changes in the interaction information associated with the user of the first user device; and
transmitting any changes in the interaction information associated with the user of the first user device to the second computing device.

### Claim 2 (depends on 1)

The method of claim 1, further comprising the step of:
requesting additional interaction information pertaining to the first communication from the first communication channel.

### Claim 3 (depends on 2)

The method of claim 2, wherein the additional interaction information is stored for future reference.

### Claim 4 (depends on 1)

The method 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.