System and method for client interaction application integration

{
  "publication_number": "US9807236B2",
  "country": "US",
  "kind": "B2",
  "title": "System and method for client interaction application integration",
  "abstract": "A system for integration of client interaction technologies, comprising a plurality of resource managers, each comprising at least a software component operating and stored on a computing device; a plurality of resources, each comprising at least an interactive element; a monitoring service, comprising at least a software service operating and stored on a computing device; and a callback cloud, comprising at least a plurality of contact agents; wherein the monitoring service tracks resource status; further wherein upon receiving an interaction request the resource managers handle the request according to known resource information; and further wherein the callback cloud responds to at least a plurality of received interaction requests.",
  "claims": [
    "1. A system for integration of client interaction technologies, comprising: a plurality of resource managers, each comprising at least a software service operating in a processor of and stored in a memory of a first network-connected computing device; a plurality of resources, each comprising at least a second network-connected computing device; a monitoring service operating in a processor of and stored in a memory of a third network-connected computing device; and a callback cloud; wherein a first resource manager receives an interaction via a network; wherein each of the plurality of resources periodically electronically reports its status to the monitoring service; wherein the monitoring service determines an expected availability of each of the plurality of resources based at least in part on status reports received by the monitoring service from the respective resources; wherein the first resource manager sends an interactive indicia associated with the interaction, the interactive indicia comprising a user identity and a callback number; wherein the callback cloud receives a first callback request comprising information from the interactive indicia and the expected availability of resources determined by the monitoring service; wherein the callback cloud generates a callback in response to the first callback request; and further wherein the callback cloud comprises: an application server; a media server accessible to the application server; a session management server comprising an interaction manager; and a database; wherein the application server is configured to receive registrations from participating callback providers unaffiliated with the callback cloud, the registrations providing at least a plurality of channels and endpoints from which callbacks may be placed; wherein the application server is configured to receive a callback request from a first user, the callback request comprising at least an indicia of a specific callback provider from whom a callback is requested, an indicia of when a requested callback should be made, and an indicia of allowable media types for a requested callback; further wherein, upon receiving a callback request, the application server directs the callback request to the interaction manager; and wherein the interaction manager directs the session management server to initiate a first callback at a specific time and using a specific channel and resource based at least on the callback request, and the session management server provides signaling to the media server to conduct the first callback using the specific channel and resource specified by the interaction manager.",
    "2. The system of claim 1, wherein the first resource manager manages resources across a plurality of contact centers, each comprising at least a plurality of contact agents."
  ],
  "description_excerpt": "Field of the Invention\n\nThe invention relates to the field of software applications, and more particularly to the field of integrating human interaction software with corporate communication systems.\n\nDiscussion of the State of the Art\n\nAlmost every new smartphone and some personal computers come equipped (or are capable of being equipped) with a type of live interaction software application that can accept and process voice commands, such as to perform basic tasks like “search the internet for X”, “get me directions to X”, “call X”, or other uses. Such software may also provide a speech-to-text capability that allows a user to type through voice commands and send a written message. Such live interaction applications provide many benefits to users, and since they perform functions in a hands-free mode they can save time and even provide safety to the user-such as when performing computing tasks simultaneously with daily activities such as walking or operating a vehicle.\n\nWhile live interaction applications are useful, and provide a “personal” touch to the interaction between user and device, they do have limitations in functionality and their overall usefulness can be considered “incomplete” in supporting the overall tasks being performed by a user. For example, utilizing existing technologies in the art, a user may perform a phone number search for a business through a live interaction application and be presented with the search result they desired. The user can now instruct the live interaction application to “dial” the number, and at this point the value and utility of the live interaction application is complete.",
  "cpc": [
    "H04M 3/5175",
    "G06Q 10/02",
    "H04M 3/2281",
    "H04M 3/42195",
    "H04M 3/5191",
    "H04M 3/5231",
    "H04M 3/5238"
  ],
  "ipc": [
    "H04M 3/22",
    "H04M 3/51",
    "H04M 3/523"
  ],
  "assignees": [
    "Virtual Hold Technology LLC"
  ],
  "inventors": [
    "Mark J Williams"
  ],
  "filing_date": "2016-09-20",
  "publication_date": "2017-10-31",
  "grant_date": "2017-10-31",
  "priority_date": "2009-01-28",
  "application_number": "US-201615271168-A",
  "family_id": "49551923",
  "cited_by_count": 4,
  "citations": [
    "US20040028213A1",
    "US9143614B2",
    "US9451088B2"
  ]
}