US 11,936,816 B2
System and method for enhanced virtual queuing
Daniel Bohannon, Livermore, CA (US); Richard Daniel Siebert, Franklin, TN (US); Jay Power, Franklin, TN (US); and Matthew DiMaria, Brentwood, TN (US)
Assigned to Virtual Hold Technology Solutions, LLC, Akron, OH (US)
Filed by Virtual Hold Technology Solutions, LLC, Akron, OH (US)
Filed on Apr. 5, 2023, as Appl. No. 18/296,362.
Application 18/296,362 is a continuation in part of application No. 17/994,325, filed on Nov. 27, 2022.
Application 17/994,325 is a continuation of application No. 17/667,034, filed on Feb. 8, 2022, granted, now 11,528,363, issued on Dec. 13, 2022.
Application 17/667,034 is a continuation in part of application No. 17/235,408, filed on Apr. 20, 2021, granted, now 11,489,964, issued on Nov. 1, 2022.
Application 17/235,408 is a continuation of application No. 16/836,798, filed on Mar. 31, 2020, granted, now 10,992,811, issued on Apr. 27, 2021.
Application 16/836,798 is a continuation of application No. 16/542,577, filed on Aug. 16, 2019, granted, now 10,609,218, issued on Mar. 31, 2020.
Claims priority of provisional application 62/820,190, filed on Mar. 18, 2019.
Prior Publication US 2023/0231950 A1, Jul. 20, 2023
This patent is subject to a terminal disclaimer.
Int. Cl. H04M 3/523 (2006.01); G07C 11/00 (2006.01); H04L 67/306 (2022.01); H04M 3/51 (2006.01)
CPC H04M 3/5231 (2013.01) [G07C 11/00 (2013.01); H04L 67/306 (2013.01); G07C 2011/04 (2013.01); H04M 3/5183 (2013.01)] 17 Claims
OG exemplary drawing
 
1. A system for enhanced virtual queuing, comprising:
a queue manager comprising at least a processor, a memory, and a first plurality of programming instructions stored in the memory and operating on the processor, wherein the first plurality of programming instructions, when operating on the processor, cause the processor to:
upon receipt of a text message, add a user device to a virtual queue;
update a virtual queue based on the request;
send periodic update notifications to the user device based on a notification escalation plan, wherein the notification escalation plan comprises a rules-based multimodality means of communicating with the user device;
wherein the periodic update notifications are further based on schedule data and historical throughput data regarding the availability of resources for serving user devices in a queue, and determine an estimated wait time for the user device in the queue; and
upon receiving a status notification from the user device, remove the user device from the virtual queue.