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

Claim 12:
13. A system for enhanced virtual queuing, comprising:
a queue manager 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 plurality of programming instructions, when operating on the processor, cause the processor to:
upon receipt of a text message, add a user device to a virtual queue;
update a virtual queue based on the request;
send 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; and
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.