US 11,716,671 B2
Systems and methods for optimal channel selection
Salil Dhawan, Pune (IN); Ashish Seth, Los Altos, CA (US); Sebastien Roland Mancel, Danville, CA (US); Tushar Deshmukh, Pune (IN); Deepak Tiwari, Daund (IN); Saiprasad Vyawahare, Akhada Balapur (IN); Omkar Shrihari Joglekar, Pune (IN); Mukesh Kumar Agarwal, Pune (IN); and Rahul Vyas, Jodhpur (IN)
Assigned to INCONTACT INC, Sandy, UT (US)
Filed by INCONTACT INC., Sandy, UT (US)
Filed on Dec. 13, 2022, as Appl. No. 18/65,447.
Application 18/065,447 is a continuation of application No. 17/730,361, filed on Apr. 27, 2022, granted, now 11,546,826.
Application 17/730,361 is a continuation of application No. 17/170,298, filed on Feb. 8, 2021, granted, now 11,337,133, issued on May 17, 2022.
Prior Publication US 2023/0112197 A1, Apr. 13, 2023
This patent is subject to a terminal disclaimer.
Int. Cl. H04W 4/00 (2018.01); H04W 40/12 (2009.01); H04L 43/0829 (2022.01); H04L 43/0864 (2022.01); H04L 43/087 (2022.01)
CPC H04W 40/12 (2013.01) [H04L 43/087 (2013.01); H04L 43/0841 (2013.01); H04L 43/0864 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A system for selecting a communication channel for one or more end users, the system comprising a processor and a non-transitory, computer readable medium operably coupled thereto, the non-transitory, computer readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor, in conjunction with a network, to perform operations which comprise:
receiving, from a plurality of user devices, respective communication requests for establishing respective connections between each of the plurality of user devices and a call agent;
obtaining, via a client application component on each user device, one or more respective channel quality indicators captured by a respective user device for a respective communication link connecting the respective user device and the call agent;
computing a respective channel quality metric for each respective user device based at least in part on the one or more respective channel quality factors;
selecting, for each respective user device, a respective communication mode from a list of available communication modes depending on the respective channel quality metric; and
establishing a shared communication session between the call agent and the plurality of user device according to each selected respective communication mode for the plurality of user devices, respectively.