US 11,659,090 B2
System and method for hybrid callback management with biometric authentication
Matthew Donaldson Moller, Petaluma, CA (US); Matthew DiMaria, Brentwood, TN (US); Shannon Lekas, Cushing, TX (US); Kurt Nelson, Thompsons Station, OH (US); Nicholas James Kennedy, Akron, OH (US); Kevin Shinseki, San Carlos, CA (US); and Robert Harpley, Akron, OH (US)
Assigned to VIRTUAL HOLD TECHNOLOGY SOLUTIONS, LLC, Akron, OH (US)
Filed by Virtual Hold Technology Solutions, LLC, Akron, OH (US)
Filed on Apr. 25, 2022, as Appl. No. 17/727,906.
Application 17/727,906 is a continuation of application No. 17/546,113, filed on Dec. 9, 2021, granted, now 11,394,830.
Application 17/546,113 is a continuation in part of application No. 17/336,405, filed on Jun. 2, 2021, granted, now 11,522,997.
Application 17/336,405 is a continuation of application No. 17/011,248, filed on Sep. 3, 2020, granted, now 11,032,424, issued on Jun. 8, 2021.
Application 17/011,248 is a continuation in part of application No. 16/995,424, filed on Aug. 17, 2020, abandoned.
Application 16/995,424 is a continuation in part of application No. 16/896,108, filed on Jun. 8, 2020, abandoned.
Application 16/896,108 is a continuation in part 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.
Application 16/896,108 is a continuation in part of application No. 16/152,403, filed on Oct. 4, 2018, abandoned.
Application 16/152,403 is a continuation in part of application No. 16/058,044, filed on Aug. 8, 2018, granted, now 11,012,568, issued on May 18, 2021.
Application 16/058,044 is a continuation in part of application No. 14/532,001, filed on Nov. 4, 2014, granted, now 10,375,245, issued on Aug. 6, 2019.
Application 14/532,001 is a continuation in part of application No. 13/659,902, filed on Oct. 24, 2012, granted, now 8,938,221, issued on Jan. 20, 2015.
Application 13/659,902 is a continuation in part of application No. 13/479,870, filed on May 24, 2012, granted, now 9,055,149, issued on Jun. 9, 2015.
Application 13/479,870 is a continuation in part of application No. 13/446,758, filed on Apr. 13, 2012, granted, now 8,792,866, issued on Jul. 29, 2014.
Application 13/446,758 is a continuation in part of application No. 12/320,517, filed on Jan. 28, 2009, granted, now 8,213,911, issued on Jul. 3, 2012.
Claims priority of provisional application 62/858,454, filed on Jun. 7, 2019.
Claims priority of provisional application 62/820,190, filed on Mar. 18, 2019.
Prior Publication US 2022/0321701 A1, Oct. 6, 2022
This patent is subject to a terminal disclaimer.
Int. Cl. H04M 3/00 (2006.01); H04M 3/523 (2006.01); H04L 67/306 (2022.01); H04M 3/51 (2006.01)
CPC H04M 3/5231 (2013.01) [H04L 67/306 (2013.01); H04M 3/5183 (2013.01)] 12 Claims
OG exemplary drawing
 
1. A system for hybrid callback management with biometric authentication, comprising:
a callback cloud service 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 programming instructions, when operating on the processor, cause the processor to:
maintain relevant agent, user, and brand data from an on-premise callback system;
send a biometric authentication request to a user device;
obtain from the user device, an identity indicator based on the biometric authentication request relating to the identity of a user of the device;
calculate estimated wait times for callbacks; and
execute callback requests; and
an on-premise callback system comprising at least a processor, a memory, and a second plurality of programming instructions stored in the memory and operating on the processor, wherein the second programming instructions, when operating on the processor, cause the processor to:
send data related to callback objects, agents, and users to a callback cloud service;
receive consumer calls to a brand;
create a callback object upon a consumer requesting a call back from a brand, the callback object comprising the identity indicator;
schedule a callback with consumers based on consumer availability and agent scheduling;
execute callbacks between consumers and agents at a specified time;
connect the two parties, when the two first and second called parties are online; and
confirm, using the identity indicator, whether the user of the device is an authorized user.