Patent Publication Number: US-2020287947-A1

Title: System and method for selective communication

Description:
CROSS-REFERENCE TO RELATED APPLICATION 
     This application claims the benefit of U.S. Provisional Application No. 62/813,182, filed Mar. 4, 2019 and U.S. Provisional Application No. 62/813,203, filed on Mar. 4, 2019, the full text of both cited provisional applications being herein incorporated by reference. 
    
    
     BACKGROUND OF THE INVENTION 
     Field of the Invention 
     The present disclosure relates to a system and method for communication and more particularly to enabling enhanced communication among select parties, the enhancement including exchanges of augmented images among subscribers to common live streams. 
     Description of the Related Art 
     Modern video communication, among a plurality of users, may be enhanced with an exchange of easily augmentable images. Applications for such communication may be found both in social and professional realms. For example, it is common among social circles to communicate via video and to enhance the shared images with certain augmentations to humorous effect, such as adding certain line drawings to another&#39;s image for comedic effect. Other and more serious applications for such communication may be found in the professional circles ranging from emergency rescue operations, business presentations and general support. For instance, in emergency settings, it may become critical to connect two particular persons and enable the two to communicate through the exchange of sight and sound along with direction. Such may include directing trapped emergency workers to a nearest exit they may not be aware of or not perceive. Other application may include connecting emergency doctors so that one may provide the other with explicit guidance regarding where and how to perform a particular procedure. Less dramatic applications in a business realm include enhancing presentation of information with the introduction of certain interactions and interactivity by enabling audience members to augment a presentation being shown with particular demarcations to draw attention to a statement or graphical presentation of interest. Still further applications within support environments, such as call centers, enhances the exchange and flow of information from the support person guiding a field technician to particular locations with particular information so that correct switches may be activated, codes entered, method steps undertaken and the like. 
     Problems with such enhanced communication include complexity and screen clutter. Regarding complexity, there is a need in the art for ever more simplified, easy to install and inexpensive to maintain systems that facilitate connecting appropriate and desired persons based upon specific needs at the moment. Greater application, acceptance and take up are a few of the many desired effects and benefits of such reduced complexity. Regarding screen clutter, where numerous participants engage on a same conversation, each with a desire to and/or performance of an augmentation, current relatively small display screens may easily become cluttered and/or overwhelmed with numerous, overlapping and potentially conflicting augmentations. In emergency situations, such clutter may have disastrous effects should they interfere with or delay delivery of vital information. Further still, certain technical problems may also arise, including device requirements for supporting particular software, functionalities and installations, along with communication latencies. 
     Some solutions have been proposed in the art. For example, U.S. Pat. No. 9,307,293B2 sets out a system for sharing annotated videos, the annotation being displayed on top of the corresponding portion of the real-time video stream. U.S. Pat. No. 9,654,727B2 sets out techniques for overcoming communication lag between interactive operations among devices in a streaming session. U.S. Pat. No. 9,113,033B2 sets out a system wherein live video can be shared and collaboratively annotated by local and remote users. U.S. Pat. No. 9,686,497B1 sets out systems and methods for the management of video calls wherein the video call can be annotated. Additional solutions may be found in the article Open Source Based Online Map Sharing to Support Real-Time Collaboration, published in OSGeo Journal Volume 10, which sets out a study on using the Open Source Geographical Information System and mapping solutions to design and develop real-time group map sharing applications. A WebRTC-Based Video Conferencing System with Screen Sharing published in the 2016 2nd IEEE International Conference on Computer and Communications (ICCC) discusses communication and collaboration among different devices, including enhanced screen sharing features based on the WebRTC technology under the Browser/Server framework. Finally, certain commercially available products provide some form of screen sharing and annotations, including those provided by Zoom Video Communications, Inc. and Dropshare. 
     While the aforementioned are concerned with some form of and functionality for sharing annotated video images, they do not address certain problems, including screen clutter arising from a plurality of relatively simultaneous real-time image annotation by a plurality of users communicating over a live feed. Additionally, the aforementioned solutions include complex device requirements and operational methodologies which do not always result in a relatively real time and effective user experience. Accordingly, these problems may hold back the potential application of screen annotation per se as well as the usability and user enjoyment of such functionalities. 
     BRIEF SUMMARY OF THE INVENTION 
     Accordingly, embodiments of the present disclosure are directed towards a system and method for selective communication. The communication may include augmenting video images exchanged during a video communication. The communication may comprise at least two users operating clients in communication with one another. The at least two clients may be connected via a series of rules executed in a cloud environment that govern to whom one of the at least two clients is connected. A database including a collection of links may be referenced upon initial query to connect by the one client, the inquiry including an activation link having a particular number or letter string ending that may be cross referenced to links in the database. A rest API may be used in a backend to execute a set of rules that facilitate the connection. A Socket client may be used in a backend to facilitate messaging from a backend to the connected clients. 
     A client may be an application or web browser running a web based application on an appropriately configured electronic device having a processor, arranged to execute instructions stored into a memory, a communication module for effecting remote communication, a user interface for receiving and decoding user inputs and a display for displaying images and other information to the user as well as receive touch inputs for the user interface. Such devices may be mobile, including stand-alone computers, mobile telephones, tablets and the like as envisioned by the skilled person. Still further embodiments of the present disclosure are directed to a method for communicating augmented images that may operate on the aforementioned. 
     Generally, the communication is arranged to be synchronous thereby obviating problems arising from the typical one-way exchange of information generally found within the prior art. In particular, by way of a user interface thread, a publishing client detects a user input, modifies its state, and notifies the subscribing client of the modification thereby prompting the subscribing client to also modify its own state accordingly. The client may also be configured to display a video feed dictated by the state. Additionally, the client may issue user interface commands to: change the active feed being displayed, by either requesting display of another client&#39;s feed or setting it&#39;s own feed to be the active feed, notify the other clients of the state change thereby prompting them to modify their own state accordingly as well as display the video feed set as active. As such, from the perspective of the other clients, its own state and collection of drawable entities is modified by the new commands issued by the client to include (if not already present) drawable entities related to the user input. As such, its local state is based on that input with the modification and/or including points, lines, source of video feed and the like. 
     Accordingly, the above communication may be referred to as a series of exchanged symbols. For example, a first client may, per its user interface, gesture the screen. The gesture would be understood to mean that the client wishes to create a point on the image currently being displayed on the screen. The point would then be displayed and stored or added to the first client&#39;s collection of drawable entities. At a second client communicating with the first client, the point is displayed and added to the second client&#39;s collection of drawable entities. 
     Each client may make use of a rendering process which would run separately in and on the client. A view manager may be arranged to query the state for drawable entities and causes them to be drawn onto a draw layer overlaying a video layer or remove what has already been drawn if a respective time limit has expired. 
     Accordingly, an embodiment of the present disclosure is directed to a computer-implemented process for communicating among a plurality of clients subscribing to common live video feeds, each of the feeds comprising an audio channel, video channel and data track, and each of the clients comprising a video layer for displaying the video feed, a draw layer for displaying a gesture and a user interface layer for detecting an inputted gesture, the process comprising: receiving a request for conversation from a first client of the plurality of clients, identifying a conversation room associated with the request; locating a second client of the plurality of clients, the second client associated with the conversation room; setting up a call in the conversation room between the first client and the second client; detecting the gesture on the user interface layer; creating a drawable entity based on the parameters of the gesture; displaying the drawable entity on the draw layer; transmitting the drawable entity through the data track from a first client of the plurality of clients to at least one second client of the plurality of clients; and displaying the drawable entity on the draw layer of the at least one second client of the plurality of clients. 
     Another embodiment of the present disclosure is directed to a system for communicating among a plurality of clients subscribing to common live video feeds, each of the feeds comprising an audio channel, video channel and data track, and each of the clients comprising a video layer for displaying the video feed, a draw layer for displaying a gesture and a user interface layer for detecting an inputted gesture, the process comprising: means for receiving a request for conversation from a first client of the plurality of clients; means for identifying a conversation room associated with the request; means for locating a second client of the plurality of clients, the second client associated with the conversation room; means for setting up a call in the conversation room between the first client and the second client; means for detecting the gesture on the user interface layer; means for creating a drawable entity based on the parameters of the gesture; means for displaying the drawable entity on the draw layer; means for transmitting the drawable entity through the data track from a first client of the plurality of clients to at least one second client of the plurality of clients; and means for displaying the drawable entity on the draw layer of the at least one second client of the plurality of clients. 
     Still further, the drawable entity may comprise at least one of a fading drawable entity, permanent drawable entity and point drawable entity. Additionally, the drawable entity comprises a time limit and the drawable entity automatically expires after an expiration of the time limit. 
    
    
     
       BRIEF DESCRIPTION OF THE SEVERAL VIEWS OF THE DRAWINGS 
       The accompanying drawings, which are incorporated in and constitute a part of this disclosure, illustrate exemplary embodiments and, together with the description, serve to explain the disclosed principles. 
         FIG. 1 a    depicts a high-level application of an embodiment of the present disclosure. 
         FIG. 1 b    depicts a functional view of electronic devices for executing a embodiment of the present disclosure. 
         FIG. 2 a    depicts a high-level overview of user interaction according to an embodiment of the present invention. 
         FIG. 2 b    depicts an overview of user interaction according to an embodiment of the present invention. 
         FIG. 2 c    depicts a functional view of user interaction according to an embodiment of the present invention. 
         FIG. 2 d    depicts a client having different processes which may be running Simultaneously. 
         FIG. 3 a    depicts a high-level flowchart of a method according to an embodiment of the present invention. 
         FIG. 3 b    depicts a high-level overview of a rendering loop according to an embodiment of the present invention. 
         FIG. 3 c    depicts a detailed portion of a method according to an embodiment of the present invention. 
         FIG. 3 d    depicts another detailed portion of a method according to an embodiment of the present invention. 
         FIG. 4 a    depicts a still further detailed portion of a method according to an embodiment of the present invention. 
         FIG. 4 b    depicts an even further detailed portion of a method according to an embodiment of the present invention. 
         FIG. 4 c    depicts still another detailed portion of a method according to an embodiment of the present invention. 
         FIG. 5 a    depicts a general overview of the network topology according to an embodiment of the present invention. 
         FIG. 5 b    depicts a high level flowchart of the steps taken to initiate a call according to an embodiment of the present invention. 
         FIG. 6  depicts another high-level application of an embodiment of the present disclosure. 
     
    
    
     DETAILED DESCRIPTION OF THE INVENTION 
     The technology herein is based upon the concept of effectively enabling enhanced communication among a multitude of users by enabling each user to augment theirs&#39; and others&#39; screens for a limited amount of time. The augmentation may essentially be limited only by the user&#39;s imagination and ability to create a drawable entity using gestures via a touch sensitive surface, mouse or any other means of input. A time limit may be associated with the drawable entity in order to affect its fading and ultimate disappearance from the screen. The time limit may vary as well as be conditioned upon the message or meaning or type of drawable entity being communicated. Still further, the condition itself may be situational and vary according to how long it would take to effectively communicate the message, meaning, type, etc. By way of example, short quick time limits may be attributed to simple and easily understood drawable entities where, oppositely, longer time limits may be attributed to the more complex drawable entities. Alternatively, other conditions may be placed upon the time limits, including preventing large numbers of simultaneous users from cluttering up limited screen space with non-persistent copies of drawable entities. Other such limitations may be envisioned by one skilled in the art. 
     As used herein, a gesture may comprise any drawable entity of any shape and size as envisioned by the skilled person. The gesture may be indicated and/or created on an electronic device through input from a user, the input comprising any input means envisioned by the skilled person including touch, sound, motion, electronic and the like. As used herein, the electronic device may include a processor, arranged to execute instructions stored into a memory, a communication module for effecting remote communication, a user interface for receiving and decoding user inputs and a display for displaying images and other information to the user as well as receive touch inputs for the user interface. Further, the electronic device may be mobile, including laptop computers, mobile telephones, tablets and the like as envisioned by the skilled person and shall hereinafter be referred to a mobile device. 
       FIG. 1 a    depicts a high-level application of an embodiment of the present disclosure. As shown, a first and second display screen  10 ,  20  of a first and second mobile device include substantially similar background images  12 . In particular, the scenes include a sailboat on the water on a sunny day with a bird  11  in the sky, the attention to which a first user wishes to draw a second user. A first user touches  14  the first display screen  10 . This act is interpreted by the first mobile device as an indication of the first user&#39;s intent to create a gesture or drawable entity  16  on the first device screen  10 , drawable entity here comprising a series of concentric circles. Accordingly, the drawable entity  16  is made on the background image  12  shown on the first display device and communicated  22  to the second mobile device where it is depicted on the background image shown on the second display screen  20  thereby becoming visible to a second user  18 . While each mobile device may run its own resident software, a web-based client application is also available to the user via his/her respective electronic device. 
     The drawable entity may be a persistent entity, namely one that remains on a screen for an extended period of time or a fading entity, namely, one that fades from view after a select period of time, or any sort of visual animation. 
       FIG. 1 b    depicts a functional view of the first and second mobile devices ( 10 ,  20 ) depicted in  FIG. 1 a   . Each of the first and second mobile devices may be configured to run a client thereon. As shown, each mobile device includes an input/output module  28  arranged to exchange information with a user, a display  30  arranged to depict information to a user, and a processor  32  arranged to execute instructions stored in memory  34 . A communication or network module  36  may also be included to facilitate communication  38  with other mobile devices. For purposes clarity, each user will be referred to herein below as the client with the understanding that similar arrangements for effecting and implementing embodiments of the present disclosure are encompassed herein. 
     The functionality of an embodiment of the present description will now be described.  FIG. 2 a    depicts a high-level overview of user interaction according to an embodiment of the present invention. As will be shown, while certain information may be communicated via a live video feed and/or messaging and the like among the clients, a common function with respect to the respective states of the clients takes place. Returning to  FIG. 2 a   , as depicted a plurality of clients ( 40 ,  42 ,  44 ,  46 ) using an infrastructure which facilitates a shared networked state  48 . 
     As used herein, the state is to be understood as a collection of relevant data, which may include technical parameters necessary for the process to take place as well as drawable entities necessary to convey the annotations, which may be stored in each client&#39;s local memory. The shared state is the subset of the client state kept in sync between two clients using control logic of the client and communication via a network infrastructure. 
       FIG. 2 b    depicts a general data flow between client and state. For simplicity, only two clients are depicted, though it should be understood to the skilled person that the embodiments of the present description are not limited by the actual number of clients. As depicted the two clients  54 ,  56  are in communication with the state  48  in that the dataflow is such that each client may update and receive updates from the state. 
       FIG. 2 c    depicts a dataflow over live video feeds and function blocks of the clients and state of  FIG. 2 b   . The live video feeds each comprise an audio channel, a video channel and a data track. As shown, each of the two clients ( 54 ,  56 ) includes a user interface ( 64 ,  66 ), a draw layer ( 68 ,  70 ) and video layer ( 72 ,  74 ). The user interface may be a transparent user interface layer. As used herein, a user interface facilitates exchange of information between client and user; a draw layer is the transparent layer upon which entities may be drawn, the draw layer residing on top of the video layer which displays video to the user. The state  48  includes a collection of entities  76 , an active video track ID  78  and collection of video tracks  80 . As used herein, a collection of entities refers to a repository of entities stored and otherwise available to a respective client; an active video track ID refers to the video track being currently displayed to all clients and a collection of video tracks refers to a repository of video tracks stored and otherwise available to a respective client. 
     The shared state  48  defines the UI commands available  82 ,  84  and the UI issues commands  86 ,  88  to update the shared state  48  via a data track, the underlying technical means of communication between two clients and depicted as lined arrows in the figures. The shared state  48  further defines the drawable entities ( 90 ,  92 ) available to and usable by the draw layer  68 ,  70  and the video feed available ( 94 ,  96 ) for display on the video layer  72 ,  74 . The video feed is transmitted via the video channel—the underlying technical means of transferring a video signal. The shared state also defines a collection of audio tracks available that reference audio channels—the underlying technical means of transferring audio signals. Alternatively, the state may define an active image in place of the video feed (not shown). The definition of UI commands, drawable entities and available video feeds are made by means known to one skilled in the art and are accordingly not limited to any one specific method or configuration so long as it is can be made compatible with the embodiments of the present invention. 
     As depicted in  FIG. 2 d   , a client comprises different processes which may be running simultaneously and use the data in the state or modify the data as required. The input detection process  100  receives  102  definitions of gestures from the state  48  in order to detect the gesture and create a drawable entity type linked to those definitions. The input detection process modifies the state by adding 104 drawable entities that have been created as a result of user interaction (gestures). The network IO (Input-output)  106  facilitates the synchronization of states between clients by sending 108 messages containing parameters of added drawable entities  107  and receiving 110 messages containing parameters for drawable entities via the data track and updating the state accordingly  109 . The rendering loop  112  gets  114  information about drawable entities to be displayed from the state  48  and cleans the state from any expired entities  116 . The following details the aforementioned briefly described functionality. 
       FIG. 3 a    depicts a high-level flowchart of a method according to an embodiment of the present invention. The following may be implemented over a web-based application or a pre-installed application, the configurations of which may be programmed by one skilled in the art. As shown and starting with a first client  101 , the user interface (not shown) is active and awaiting user input. By way of example, user input may be touch, audio, visual or in another format with the respective user interface appropriately arranged and configured to receive and decipher such user input. Hereinafter, for purposes of clarity, the user input will be referred to as a gesture. Accordingly, the user gestures the user interface  120  with the intent of annotating the video. The gesture is detected  122  and recorded at the UI  124 , then added to a local collection of drawable entities  126 . The local collection of drawable entities is represented by the common collection of entities in  FIG. 2 c   . The gesture is also displayed  128  at the first client  101 . The gesture further generates and sends a message  130  to other clients (here second client  103 ) in communication with the first client  101 . The message may comprise parameters for a drawable entity such as x, y coordinates and lifetime. At the second client  103 , the message is received  132  and the parameters therein are read, stored into local memory  134  to cause the second client  103  to add the drawable entity to its local collection  136  and displayed locally  138 . Stored drawable entities are available to their respective clients for future display. Another method of an embodiment of the present invention is depicted in  FIG. 3   d.    
     As shown in  FIG. 3 d   , another embodiment of a method of communicating among a first and a second client over a feed is depicted. It is understood by the skilled person that the number of clients is not limited to a first and second but may include any number. The feed over which the first and second clients communicate may include a video channel and data track. Each client may include a video layer for displaying the video channel, a draw layer for displaying a drawable entity and a user interface layer for detecting an inputted gesture and storing it as a drawable entity. The method as depicted in  FIG. 3 d    starts with reference to the first client wherein, in a first step, a gesture is detected on the first user interface layer  280 . In a next step, a drawable entity is created from the gesture at the first client  282 . In a next step, the drawable entity is displayed  284  at the first client and subsequentially sent  286 . The step of sending may also precede the step of displaying. At the second client, the drawable entity is received  288  and then displayed  290  for a predetermined amount of time. 
     Returning to the first client, alternatively to the UI  120 , a drawable entity for display may be received from another client, here by way of example and as depicted, the second client  103 . In such an occurrence, the message is received  140 , decoded  142 , displayed locally  144  and added to the local collection  126 . As the drawable entity was received by message from the second client, it becomes redundant and therefore unnecessary to send it to the second client by message. 
       FIG. 3 b    depicts a high-level overview of a rendering loop  150  according to an embodiment of the present invention. As shown, gestures  152  are requested  154  from the state  48  by a view manager  156 . A view manager, as used herein, refers to a subroutine of the software responsible for creating a visual effect on the transparent layer. The collection of drawable entities is iterated and each drawable entity is drawn  158  based upon necessity. As would be understood by the skilled person, each drawable entity contains a time of creation and, depending on the type, includes a lifetime. The necessity of the rendering is therefore defined by the current time and whether it is greater than the sum of the time of creation plus the lifetime. The rendering loop  150  waits for a preselect amount of time  160 , before reverting back  162  to an initial step of receiving a requested gesture  152 . The amount of time may be 5, 10, 15, 20, 25 or 30 seconds with other times included within the scope of an embodiment of the present disclosure. 
       FIG. 3 c    depicts the drawing logic  170  for a single drawable entity. As shown, the drawable entity type is known as well as normalized x and y coordinates and creation time  172 . Such information may be obtained and/or otherwise arrived at from either user input or incoming message from another client. The drawable entity lifetime is calculated  174  by subtracting the gesture creation time from the current time as measured by the client&#39;s internal clock. A determination is made whether the gesture is active  176 . If the drawable entity lifetime has expired  178 , the drawable entity is removed from the collection  180 . If the drawable entity lifetime is not expired  182 , namely, the drawable entity is still active, gesture opacity is calculated  184  as a function of its remaining lifetime. The normalized coordinates are translated to match screen space  186  and the resulting drawable entity&#39;s geometry is calculated as a function of lifetime and coordinates 188 and then displayed  189 . 
       FIG. 4 a    depicts the aforementioned rendering loop  190  of  FIG. 3 b    in greater detail. Starting at step  192 , the draw layer is cleared, the process continues to step  194  wherein the view manager checks whether there are points in the state. If points are present (yes)  196 , the points are drawn  198 . If no points are present  200  or the drawing of points has finished  202 , the view manager repeats the procedure with respect to lines, namely, whether lines are present in the state  204 . As used herein, lines refer to a sequential collection of points, If lines are present or detected  206 , then lines are drawn by the view manager onto the drawing layer  208 . If not 210 or the line drawing is completed  212 , then the same procedure is repeated for persisted lines. Namely, a determination is made whether persisted lines are detected in the state  214 , and if so  216  then they are drawn onto the draw layer  218 . If no persisted lines are detected  220  or the drawing is completed  222 , then the process sleeps  224 . 
     With respect to drawing points, the iteration for each point will contain a decision whether the point is expired  226 . If yes  228 , the point is removed from the collection  230 . If it is determined that the point is not expired (no)  232 , the point is rendered onto the draw layer  234 . With respect to drawing lines  208 , the iteration for each line will contain a decision whether the line is expired  236 . If yes  238 , the line is removed from the collection  240 . If it is determined that the line has not expired  242 , the line is rendered onto the draw layer  244 . With respect to persisted lines  218 , they are always drawn onto the draw layer and without concern or consideration of a lifetime  246 . 
       FIG. 4 b    describes the logic executed during a touch detection event  250 . As a first step  252 , a decision is made whether the touch event is part of a pan event. As used herein, a pan event refers to a continuous touch dragging motion across the detection screen of a touch sensitive surface. The pan event can be touch activated such that it may arise from holding down the touch, dragging the held down touch across the surface and then releasing the touch. If no pan event is detected  254 , it is checked whether the point is at an end of an existing fading line  256 , and if yes  258 , then the existing fading line is moved to the persisted line collection  260  and a notification is sent to notify an update of the shared state  262 . If it is determined that the point is not at an end of an existing fading line  264 , a point is added to the point collection  266  and the collection change is notified to the shared state  262 . If a pan gesture is detected  268 , then the current fading line collection is updated  270  and notified to the shared state  262 . After every notification to the shared state, a data track message is sent  272  to the other participants of the session. 
     As depicted in  FIG. 4 c   , optionally, persisted lines may be subsequently deleted by a manual action, the manual action being user input such as user pressing the “undo” button 274 band deleting the last drawable entity  276 . 
     The connectivity functionality of embodiments of the present disclosure will now be described. In particular, the desired connectivity centers about a call center application while it is understood that other applications may be available. Each of the potential applications entail particular rules for effecting the particular connectivity. But for the rules distinctions, the connectivity functionality essentially operates in a similar manner despite the different applications. 
     An environment in which an embodiment of the present disclosure may operate will be described with general reference to  FIG. 5 a   . As used herein, the backend refers to the part of a computer system or application that is not directly accessed by the user and which is typically responsible for storing and manipulating data. An overall backend  300  architecture may comprise a database or a data store  302 , such as an AWS DynamoDB database appropriately arranged and configured for select storage of relevant data, a REST-API  304  (Representational State Transfer Application Programmable Interface) for support of synchronous requests from client to backend such as a web client requesting parameters for a conversation identified by an identifier contained in the link, and a Web Socket  306  for socket messaging  308 ,  310  between clients  312 ,  314  and the backend  300 ; by way of example, a notification of an incoming call or a notification containing the call parameters necessary to set up the call. The user may operate a mobile device operating appropriate software and hardware configurations as envisioned by the skilled person or a web-based client (not shown). 
     By way of example application, a first of the clients  312  may be a user seeking technical support and a second of the clients  314  may be a support person. The following sets out a method, according to embodiments of the present invention. In operation and with general reference to  FIGS. 5 a  and 5 b   , in a first step  400 , the first client  312 , in need of assistance, enters  320  a particular link  316  into a web browser or a mobile phone having an appropriate application installed thereon or uses any other means of accessing a web site such as a QR-code or an appropriately placed iframe container. The link  316  includes an identifier  318 , typically appearing as a random alpha-numeric character string at the end of the link. Upon entry of the link, a web client requests the rest API  304  to connect the user to a conversation which is linked to the identifier (step  414 ). The rest API queries a searchable database  302  comprising a collection of links for identifying an appropriate conversation room associated with the link identifier. 
     Each conversation room is linked to a support group, which comprises persons acting as support staff operating a modified version of the web or mobile client, with additional functionality to offer support. The room also comprises a set of rules or parameters, based upon which, the support operator is decided. 
     A first parameter may be opening time which may or may not be set and dictates the availability of the support operator. A next parameter may be online operators linked to the support group and/or is an active group member, as calls may only be received by an active group member/support operator. Additionally, the support operator will be matched based on the language (of conversation) requested by the first client  312 . 
     Once a support operator is found based upon consideration and application of the aforementioned parameters ( 416 ), an incoming call message is sent by the Rest API to the support operator&#39;s client via a Socket service with a Push notification fallback (not showne). Once the support operator responds with an accept call message, a call started message will be sent by the Socket service to both the first client and the client operated by the support operator, with the necessary technical parameters to initiate the support session ( 322  of  FIG. 5 a    and step  418  of  FIG. 5 b   ) for the call session to start  420 . 
     As part of the support session, the aforementioned gesturing may take place. By way of example, a support staff person  314  is contacted by a technician  312  who is seeking support from the field. In particular and with additional general reference to  FIG. 6 , the technician  312 , armed with a mobile device  600  having, is having difficulty locating a particular portion of a photocopy machine  602 . Accordingly, the technician engages the support staff person  314  in accordance with the aforementioned process set out in  FIGS. 5 a  and 5 b   . Once connected, the support person  314  engages the video function of his/her device  610  to bring the photocopy machine  602  at issue into view. A video image is relayed  604  to the support person  314  along with the audio query as to where on the photocopy machine can the support person locate the particular part of interest. The support person in turn gestures  606  in accordance with the process set out earlier, thereby causing the concentric circles  608  to appear centered on the position of interest  612  for the support person, who, in turn, see such concentric circles on his/her display. The concentric circles will fade after a given point in time so as to keep both screens uncluttered so that additional annotations can be made without interfering with the appreciation of the overall image. 
     The communication module of the present embodiments may comprise network and communication chips, namely, semiconductor integrated circuits that use a variety of technologies and support different types of serial and wireless technologies as envisioned by the skilled person. Example serial technologies supported by the communication module include RS232, RS422, RS485, serial peripheral interface, universal serial bus, and USB on-the-go, Ethernet via RJ-45 connectors or USB 2.0. Example wireless technologies include code division multiple access, wide band code division multiple access, wireless fidelity or IEEE 802.11, worldwide interoperability for microwave access or IEEE 802.16, wireless mesh, and ZigBee or IEEE 802.15.4. Bluetooth® chips may be used to provide wireless connectivity in solution-on-chip platforms that power short-range radio communication applications. The communication module may be configured to operate using 2G, 3G or 4G technology standards, including: universal mobile telecommunications systems, enhanced data rates for global evolution and global system for global communication. The 4G standard is based solely on packet switching, whereas 3G is based on a combination of circuit and packet switching. 
     The processor of the present embodiments may be disposed in communication with one or more memory devices, such as a RAM or a ROM, via a storage interface. The storage interface may connect to memory devices including, without limitation, memory drives, removable disc drives, etc., employing connection protocols such as serial advanced technology attachment, integrated drive electronics, IEEE-1394, universal serial bus, fiber channel, small computer systems interface, etc. The memory drives may further include a drum, magnetic disc drive, magneto-optical drive, optical drive, redundant array of independent discs, solid-state memory devices, solid-state drives, etc. 
     The memory devices may store a collection of program or database components, including, without limitation, an operating system, a user interface application, a user/application data (e.g., any data variables or data records discussed in this disclosure), etc. The operating system may facilitate resource management and operation of the computer system. Examples of the operating system include, without limitation, Apple Macintosh OS X, Unix, Unix-like system distributions, Linux distributions, IBM OS/2, Microsoft Windows, Apple iOS, Google Android, Blackberry OS, or the like. The user interface may facilitate display, execution, interaction, manipulation, or operation of program components through textual or graphical facilities, including but not limited to touch screens. For example, user interfaces may provide computer interaction interface elements on a display system operatively connected to the computer system, such as cursors, icons, check boxes, menus, scrollers, windows, widgets, etc. Graphical user interfaces (GUIs) may be employed, including, without limitation, Apple Macintosh operating systems&#39; Aqua, IBM OS/2, Microsoft Windows (e.g., Aero, Metro, etc.), Unix X-Windows, web interface libraries (e.g., ActiveX, Java, Javascript, AJAX, HTML, Adobe Flash, etc.), or the like. 
     It will be appreciated that, for clarity purposes, the above description has described embodiments of the technology described herein with reference to different functional units and processors. However, it will be apparent that any suitable distribution of functionality between different functional units, processors or domains may be used without detracting from the technology described herein. For example, functionality illustrated to be performed by separate processors or controllers may be performed by the same processor or controller. Hence, references to specific functional units are only to be seen as references to suitable means for providing the described functionality, rather than indicative of a strict logical or physical structure or organization. 
     Furthermore, one or more computer-readable storage media may be utilized in implementing embodiments consistent with the present disclosure. A computer-readable storage medium refers to any type of physical memory on which information or data readable by a processor may be stored. Thus, a computer-readable storage medium may store instructions for execution by one or more processors, including instructions for causing the processor(s) to perform steps or stages consistent with the embodiments described herein. The term “computer-readable medium” should be understood to include tangible items and exclude carrier waves and transient signals, i.e., be non-transitory. Examples include random access memory (RAM), read-only memory (ROM), volatile memory, nonvolatile memory, hard drives, CD ROMs, DVDs, flash drives, disks, and any other known physical storage media. 
     It is intended that the disclosure and examples be considered as exemplary only, with a true scope of disclosed embodiments being indicated by the following claims.