Patent ID: 11936813
Assignee: ZOOM VIDEO COMMUNICATIONS, INC.
Field: Telecommunications (Electrical engineering)
Classification: CPC H | IPC H

Claim 7:
8. A device, comprising:
a memory; and
a processor, the processor configured to execute instructions stored in the memory to:
receive a request for a contact center agent interaction from a user device associated with a user, the request including a connection mode indicating a private connection mode with respect to a virtual waiting room;
connect the user device to the virtual waiting room that includes waiting users according to the private connection mode by steps comprising:
enable the user to observe communications of at least a subset of the waiting users in the virtual waiting room; and
hide a presence of the user from the waiting users; and

responsive to an indication to activate a private session between the user device and an agent device associated with a contact center agent, remove the user from the virtual waiting room.