| CPC H04L 51/56 (2022.05) [H04L 51/216 (2022.05)] | 21 Claims |
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1. A communications system comprising:
a unified communications platform (UCP), including at least one data-communications server, to process and route, to one or more user endpoints based on access of data in memory circuitry occurring without traversing a broadband gateway circuit or a security-based firewall circuit, different types of incoming communications respectively using different types of communications channels as part of communications services on behalf a data-communications service provider;
a channel-communications management circuit (CCMC), including a data-processing computer circuit, to manage in real-time the incoming communications involving the UCP and to merge data (“the merged data”) from two or more inbound data communications received via the different types of communications channels into a streamlined-single communication channel, based on input from a graphic user interface (GUI) accessible to a user of the communications services; and
a processing circuit including a computer circuit, integrated with or coupled to the data-processing computer circuit, communicatively integrated with the CCMC, to
collect and aggregate information corresponding to digital data carried over the different types of communications channels on behalf of different client entities and customers of the different client entities while blocking certain data deemed sensitive to at least one of the different client entities,
access the collected and aggregated information, without the certain data, before providing peripheral data concerning the streamlined-single communication channel to the user for review,
automatically select, based on content from the merged data, one of the different types of communications channels as a channel for which a reply communication is to be sent,
assess the two or more inbound data communications and in response to provide, as part of the communications services, the peripheral data in the reply communication for review by the user, wherein the peripheral data includes or concerns information related to the merged data, and
collect attributes from the two or more inbound data communications during a data communications call occurring in real time and identify at least one of the attributes that is common to each of the two or more inbound data communications, and use said at least one of the attributes to prompt generation of the peripheral data and sending of the peripheral data to the GUI for presentation to the user, wherein the processing circuit is further to select the peripheral data concerning the streamlined-single communication channel based on the collected and aggregated information, on a relationship between the streamlined-single communication channel and on a topic in the aggregated information, and in response thereto, to select one of the user endpoints and route one of the incoming communications to the selected one of the user endpoints.
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