Communication with on-calls and machines using multiple modalities through single historical tracking

A computing device for integrating support actions with client communications, the computing device comprising:

• a memory;
• a processor coupled to the memory, the processor executing a unified communications (UC) client application in conjunction with instructions stored in the memory, wherein the UC client application is configured to:
• receive an escalation of a support issue from a support technician through a first communication from the support technician associating the escalation with the issue based on a contextual information associated with the first communication including a description of the issue and an escalation status;
• associate the issue with a first responder;
• initiate a second communication between the first responder and a target device associated with the issue;
• provide a user interface (UI) component to the first responder wherein the UI component is associated with the second communication to enable interactions with the target device;
• determine a second responder associated with at least one of:
• the first responder and the issue;
• provide the UI component to the second responder to enable additional interactions with the target device;
• detect a third communication between the second responder and at least one of:
• the first responder and the target device associated with the issue;
• and
• integrate the first communication, the second communication, and the third communication into a communication session associated with the issue.

A computer-readable memory device with instructions stored thereon for integrating support with client communications, the instructions comprising:

• receiving an escalation of an at least one support issue from a support technician through a first communication from the support technician associating the escalation with the at least one issue based on a contextual information associated with the communication including a description of the at least one issue and an escalation status;
• associating the at least one issue with a first responder;
• initiating a second communication including one of:
• an instant messaging (IM) session, an audio call, a video call, and a remote control session (RCS) with an at least one target device associated with the at least one issue;
• providing a user interface (UI) component associated with the second communication to enable interactions with the at least one target device;
• determining a second responder associated with at least one of:
• the first responder and the at least one issue;
• providing the UI component to the second responder to enable additional interactions with the at least one target device;
• detecting a third communication between the second responder and at least one of:
• the first responder and the at least one target device associated with the at least one issue;
• integrating the first communication, the second communication, and the third communication into a communication session associated with the at least one issue;
• recording a history of the session formatted into a timeline list;
• and
• providing the history in a subsequent issue having common attributes with the at least one issue.