Patent ID: 11936816
Assignee: VIRTUAL HOLD TECHNOLOGY SOLUTIONS, LLC
Field: Telecommunications (Electrical engineering)
Classification: CPC H  G | IPC G  H

Claim 5:
6. A method for enhanced virtual queuing, comprising the steps of:
upon receipt of a text message, adding a user device to a virtual queue, using a queue manager;
updating a virtual queue based on the request, using a queue manager;
sending an initial update notification to the user device indicating a wait time associated with the request, using a queue manager;
sending 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, using a queue manager;
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, removing the user device from the virtual queue, using a queue manager.