System and method for enhanced virtual queuing

CROSS-REFERENCE TO RELATED APPLICATIONS

0001Priority is claimed in the application data sheet to the following patents or patent applications, the entire written description of each of which is expressly incorporated herein by reference in its entirety: <ul id="ul0001" list-style="none"><li id="ul0001-0001" num="0000"><ul id="ul0002" list-style="none"><li id="ul0002-0001" num="0002">Ser. No. 17/572,620</li><li id="ul0002-0002" num="0003">Ser. No. 17/235,408</li><li id="ul0002-0003" num="0004">Ser. No. 17/389,837</li><li id="ul0002-0004" num="0005">Ser. No. 16/985,093</li><li id="ul0002-0005" num="0006">Ser. No. 16/583,967</li><li id="ul0002-0006" num="0007">Ser. No. 16/542,577</li><li id="ul0002-0007" num="0008">Ser. No. 62/820,190</li><li id="ul0002-0008" num="0009">Ser. No. 62/828,133</li><li id="ul0002-0009" num="0010">Ser. No. 16/523,501</li><li id="ul0002-0010" num="0011">Ser. No. 15/411,424</li></ul></li></ul>

BACKGROUND OF THE INVENTION

Field of the Art

0012The disclosure relates to queuing, specifically to the field of cloud-implemented automated callback systems.

Discussion of the State of the Art

0013Queues have been around for at least 185 years. With urbanization and population growth increasing the length of most queues by orders of magnitude in some situations. The design of the queue has changed ever-so-slightly, zig-zagging the line for example, but the basic queue remains relatively unchanged. That was up until virtual queuing came around in the form of paper tickets and more recently electronic pagers. However, these new modes require a queued person to remain within earshot of an announcement or within visual range of a monitor, in the case of paper tickets. In the case of pagers, a queued person is still limited in physical space by the range of the pager. Newer virtual queuing systems have been devised to use a person's mobile device, but still haven't really added much to queuing. These current solutions fail to efficiently facilitate or even address at all the complexity of multiple queues, punctuality concerns and no-shows, and simply does not take advantage of modern-day advantages such as “Big Data.”

0014What is needed is a system and method for virtual queuing that overcomes the limitations of the prior art as noted above by organizing and motivating multiple persons between multiple queues and taking full advantage of the breadth of data available to make predictions and organize queues.

SUMMARY OF THE INVENTION

0015Accordingly, the inventor has conceived and reduced to practice, a system and method for managing virtual queues. A cloud-based queue service manages a plurality of queues hosted by one or more entities. The queue service is in constant communication with the entities providing queue management, queue analysis, and queue recommendations. The queue service is likewise in direct communication with queued persons. Sending periodic updates while also motivating and incentivizing punctuality and minimizing wait times based on predictive analysis. The predictive analysis uses “Big Data” and other available data resources, for which the predictions assist in the balancing of persons across multiple queues for the same event or multiple persons across a sequence of queues for sequential events.

0016According to a first preferred embodiment, a system for enhanced virtual queuing is disclosed, comprising: a task blending service 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: receive a plurality of data relating to the historical throughput of a queue; model future iterations of the queue using the plurality of data; determine times of low queue throughput; reallocate computational resources used for queue simulations during times of low queue throughput; use the reallocated computational resources for simulating new queue configurations for the duration of the low queue throughput; analyze the new queue configuration simulations for an optimal configuration, wherein the optimal configuration is the simulation with the least wait time; and output the difference between the current queue configuration and the optimal queue simulation as a set of recommendations.

0017According to a second preferred embodiment, a method for enhanced virtual queuing is disclosed, comprising the steps of: receiving a plurality of data relating to the historical throughput of a queue; modelling future iterations of the queue using the plurality of data; determining times of low queue throughput; reallocating computational resources used for queue simulations during times of low queue throughput; using the reallocated computational resources for simulating new queue configurations for the duration of the low queue throughput; analyzing the new queue configuration simulations for an optimal configuration, wherein the optimal configuration is the simulation with the least wait time; and outputting the difference between the current queue configuration and the optimal queue simulation as a set of recommendations.

0018According to various aspects; wherein the task blending service predicts future queue iterations with machine learning; the system further comprising an accumulation service comprising at least a processor, a memory, and a second plurality of programming instructions stored in the memory and operating on the processor, wherein the second plurality of programming instructions, when operating on the processor, cause the processor to: receive a request to join a virtual queue from two or more persons forming a group; accumulate positions in the queue totaling the number of persons in the group; send confirmation of the request to the group; send periodic update notifications to the group based on a notification escalation plan, wherein the notification escalation plan comprises a rules-based multimodality means of communicating with the group; receive a plurality of check-in notifications from an entity indicating the group has begun to check-in, or indicating how many persons in the group have already checked-in, or indicating the group has finished checking-in; and remove the group from the virtual queue; wherein the multimodality means of communicating comprises internet-based communications, satellite communications, public telephone networks, mobile networks, Wi-Fi, Bluetooth, LoRa, public address systems, and near-field communications; wherein the request is selected from the group consisting of a request to join a queue, a request to leave a queue, a request to transfer to a different queue, a request for the current wait time of a queue, a request for additional time, a request to schedule a position in a queue for a later time, and a request to change places in a queue; further comprising a call blending feature comprising at least a processor, a memory, and a third plurality of programming instructions stored in the memory and operating on the processor, wherein the third plurality of programming instructions, when operating on the processor, cause the processor to: dynamically shift call center agents to place outbound marketing calls during times of low queue throughput; wherein the optimal configuration is the simulation with the least distance a queued person must travel; wherein the optimal configuration is the simulation with wherein the queue occupies the least amount of space while maintaining at least 6 feet of separation between queued persons; wherein the optimal configuration is the simulation with the least amount of cost to an entity hosting a physical queue associated with the virtual queue; wherein the optimal configuration is the simulation with the least cost to the queued persons.

BRIEF DESCRIPTION OF THE DRAWING FIGURES

0019The accompanying drawings illustrate several aspects and, together with the description, serve to explain the principles of the invention according to the aspects. It will be appreciated by one skilled in the art that the particular arrangements illustrated in the drawings are merely exemplary, and are not to be considered as limiting of the scope of the invention or the claims herein in any way.

0020<figref idref="DRAWINGS">FIG. 1</figref> is a block diagram illustrating an exemplary system architecture for operating a callback cloud, according to one aspect.

0021<figref idref="DRAWINGS">FIG. 2</figref> is a block diagram illustrating an exemplary system architecture for a callback cloud operating over a public switched telephone network and internet, to a variety of other brand devices and services, according to an embodiment.

0022<figref idref="DRAWINGS">FIG. 3</figref> is a block diagram illustrating an exemplary system architecture for a callback cloud operating including a calendar server, over a public switched telephone network and internet, to a variety of other brand devices and services, according to an embodiment.

0023<figref idref="DRAWINGS">FIG. 4</figref> is a block diagram illustrating an exemplary system architecture for a callback cloud operating including a brand interface server, over a public switched telephone network and internet, to a variety of other brand devices and services, according to an embodiment.

0024<figref idref="DRAWINGS">FIG. 5</figref> is a block diagram illustrating an exemplary system architecture for a callback cloud operating including a brand interface server and intent analyzer, over a public switched telephone network and internet, to a variety of other brand devices and services, according to an embodiment.

0025<figref idref="DRAWINGS">FIG. 6</figref> is a block diagram illustrating an exemplary system architecture for a callback cloud operating including a privacy server, over a public switched telephone network and internet, to a variety of other brand devices and services, according to an embodiment.

0026<figref idref="DRAWINGS">FIG. 7</figref> is a block diagram illustrating an exemplary system architecture for a callback cloud operating including a bot server, over a public switched telephone network and internet, to a variety of other brand devices and services, according to an embodiment.

0027<figref idref="DRAWINGS">FIG. 8</figref> is a block diagram illustrating an exemplary system architecture for a callback cloud operating including an operations analyzer over a public switched telephone network and internet, to a variety of other brand devices and services, according to an embodiment.

0028<figref idref="DRAWINGS">FIG. 9</figref> is a block diagram illustrating an exemplary system architecture for a callback cloud including a brand interface server, an intent analyzer, and a broker server, operating over a public switched telephone network and internet, to a variety of other brand devices and services, according to an embodiment.

0029<figref idref="DRAWINGS">FIG. 10</figref> is a diagram illustrating trust circles of levels of privacy for a user of a callback cloud, according to an aspect.

0030<figref idref="DRAWINGS">FIG. 11</figref> is a method diagram illustrating the use of a callback cloud for intent-based active callback management, according to an embodiment.

0031<figref idref="DRAWINGS">FIG. 12</figref> is a method diagram illustrating the use of a callback cloud for intent-based active callback management, including a calendar server, according to an embodiment.

0032<figref idref="DRAWINGS">FIG. 13</figref> is a method diagram illustrating the use of a callback cloud for intent-based active callback management, including gathering of environmental context data of users, according to an embodiment.

0033<figref idref="DRAWINGS">FIG. 14</figref> is a method diagram illustrating the use of a callback cloud for intent-based active callback management, including a brand interface server and intent analyzer, according to an embodiment.

0034<figref idref="DRAWINGS">FIG. 15</figref> is a method diagram illustrating the use of a callback cloud for intent-based active callback management, including a privacy server, according to an embodiment.

0035<figref idref="DRAWINGS">FIG. 16</figref> is a method diagram illustrating the use of a callback cloud for intent-based active callback management, including a bot server, according to an embodiment.

0036<figref idref="DRAWINGS">FIG. 17</figref> is a method diagram illustrating the use of a callback cloud for intent-based active callback management, including an operations analyzer, according to an embodiment.

0037<figref idref="DRAWINGS">FIG. 18</figref> is a method diagram illustrating the use of a callback cloud for intent-based active callback management, including a brand interface server, intent analyzer, and broker server, according to an embodiment.

0038<figref idref="DRAWINGS">FIG. 19</figref> is a message flow diagram illustrating the exchange of messages and data between components of a callback cloud for intent-based active callback management, according to an embodiment.

0039<figref idref="DRAWINGS">FIG. 20</figref> is a message flow diagram illustrating the exchange of messages and data between components of a callback cloud for intent-based active callback management, including a calendar server, according to an embodiment.

0040<figref idref="DRAWINGS">FIG. 21</figref> is a message flow diagram illustrating the exchange of messages and data between components of a callback cloud for intent-based active callback management, including a brand interface server, according to an embodiment.

0041<figref idref="DRAWINGS">FIG. 22</figref> is a message flow diagram illustrating the exchange of messages and data between components of a callback cloud for intent-based active callback management, including a brand interface server and intent analyzer, according to an embodiment.

0042<figref idref="DRAWINGS">FIG. 23</figref> is a message flow diagram illustrating the exchange of messages and data between components of a callback cloud for intent-based active callback management, including a privacy server, according to an embodiment.

0043<figref idref="DRAWINGS">FIG. 24</figref> is a message flow diagram illustrating the exchange of messages and data between components of a callback cloud for intent-based active callback management, including a bot server, according to an embodiment.

0044<figref idref="DRAWINGS">FIG. 25</figref> is a message flow diagram illustrating the exchange of messages and data between components of a callback cloud for intent-based active callback management, including an operations analyzer, according to an embodiment.

0045<figref idref="DRAWINGS">FIG. 26</figref> is a block diagram illustrating an exemplary hardware architecture of a computing device.

0046<figref idref="DRAWINGS">FIG. 27</figref> is a block diagram illustrating an exemplary logical architecture for a client device.

0047<figref idref="DRAWINGS">FIG. 28</figref> is a block diagram showing an exemplary architectural arrangement of clients, servers, and external services.

0048<figref idref="DRAWINGS">FIG. 29</figref> is another block diagram illustrating an exemplary hardware architecture of a computing device.

0049<figref idref="DRAWINGS">FIG. 30</figref> is a message flow diagram illustrating the exchange of messages and data between components of a callback cloud for intent-based active callback management, including a brand interface server, intent analyzer, and broker server, according to an embodiment.

0050<figref idref="DRAWINGS">FIG. 31</figref> is a block diagram illustrating an exemplary system for a cloud-based virtual queuing platform, according to an embodiment.

0051<figref idref="DRAWINGS">FIG. 32</figref> is a block diagram illustrating an exemplary system architecture and the possible communication means for a cloud-based virtual queuing platform, according to an embodiment.

0052<figref idref="DRAWINGS">FIG. 33</figref> is a block diagram illustrating an exemplary system architecture for a queue service, according to an embodiment.

0053<figref idref="DRAWINGS">FIG. 34</figref> is a block diagram showing an exemplary use of a cloud-based queue service, according to one aspect.

0054<figref idref="DRAWINGS">FIG. 35</figref> is a method diagram illustrating the use of a cloud-based virtual queuing platform with an end-device, according to an embodiment.

0055<figref idref="DRAWINGS">FIG. 36</figref> is a method diagram illustrating another use of a cloud-based virtual queuing platform with an end-device, according to an embodiment.

0056<figref idref="DRAWINGS">FIG. 37</figref> is a block diagram illustrating signage used to initiate bi-directional communication between a cloud-based virtual queuing platform and an end-device, according to one aspect.

0057<figref idref="DRAWINGS">FIG. 38</figref> is a block diagram illustrating one aspect of an exemplary mobile application used in bi-directional communication between a cloud-based virtual queuing platform and an end-device, according to one aspect.

0058<figref idref="DRAWINGS">FIG. 39</figref> is a block diagram illustrating another aspect of an exemplary mobile application used in bi-directional communication between a cloud-based virtual queuing platform and an end-device, according to one aspect.

0059<figref idref="DRAWINGS">FIG. 40</figref> is a block diagram illustrating a graph output from an analysis module, according to one aspect.

0060<figref idref="DRAWINGS">FIG. 41</figref> is a block diagram illustrating another graph output from an analysis module, according to one aspect.

0061<figref idref="DRAWINGS">FIG. 42</figref> is a flow diagram illustrating a web-based GPS aspect of a cloud-based virtual queuing platform, according to an embodiment.

0062<figref idref="DRAWINGS">FIG. 43</figref> is a flow diagram illustrating another web-based GPS aspect of a cloud-based virtual queuing platform, according to an embodiment.

0063<figref idref="DRAWINGS">FIG. 44</figref> is a table diagram showing an exemplary and simplified rules-based notification escalation plan, according to one aspect.

0064<figref idref="DRAWINGS">FIG. 45</figref> is a table diagram showing an exemplary and simplified rules-based notification escalation plan that further uses location data, according to one aspect.

0065<figref idref="DRAWINGS">FIG. 46</figref> is a message flow diagram illustrating the exchange of messages and data between components of a cloud-based virtual queuing platform for sequential event queue management, according to an embodiment.

0066<figref idref="DRAWINGS">FIG. 47</figref> is a flow diagram illustrating a load-balancing aspect of a cloud-based virtual queuing platform, according to an embodiment.

0067<figref idref="DRAWINGS">FIG. 48</figref> is a method diagram illustrating a one-time password aspect in a cloud-based virtual queuing platform, according to an embodiment.

0068<figref idref="DRAWINGS">FIG. 49</figref> is a block diagram illustrating an exemplary system architecture for a queue manager with task blending and accumulation, according to an embodiment.

0069<figref idref="DRAWINGS">FIG. 50</figref> is a block diagram illustrating a graph representing task blending opportunities based on queue throughput, according to one aspect.

0070<figref idref="DRAWINGS">FIG. 51</figref> is a block diagram illustrating four exemplary queue models used for queue simulations, according to one aspect.

0071<figref idref="DRAWINGS">FIG. 52</figref> is a method diagram illustrating task blending in a cloud-based virtual queuing platform, according to an embodiment.

0072<figref idref="DRAWINGS">FIG. 53</figref> is a method diagram illustrating an accumulation service used in a cloud-based virtual queuing platform, according to an embodiment.

DETAILED DESCRIPTION

0073The inventor has conceived, and reduced to practice, a system and method for managing virtual queues. A cloud-based queue service manages a plurality of queues hosted by one or more entities. The queue service is in constant communication with the entities providing queue management, queue analysis, and queue recommendations. The queue service is likewise in direct communication with queued persons. Sending periodic updates while also motivating and incentivizing punctuality and minimizing wait times based on predictive analysis. The predictive analysis uses “Big Data” and other available data resources, for which the predictions assist in the balancing of persons across multiple queues for the same event or multiple persons across a sequence of lines for sequential events.

0074One or more different aspects may be described in the present application. Further, for one or more of the aspects described herein, numerous alternative arrangements may be described; it should be appreciated that these are presented for illustrative purposes only and are not limiting of the aspects contained herein or the claims presented herein in any way. One or more of the arrangements may be widely applicable to numerous aspects, as may be readily apparent from the disclosure. In general, arrangements are described in sufficient detail to enable those skilled in the art to practice one or more of the aspects, and it should be appreciated that other arrangements may be utilized and that structural, logical, software, electrical and other changes may be made without departing from the scope of the particular aspects. Particular features of one or more of the aspects described herein may be described with reference to one or more particular aspects or figures that form a part of the present disclosure, and in which are shown, by way of illustration, specific arrangements of one or more of the aspects. It should be appreciated, however, that such features are not limited to usage in the one or more particular aspects or figures with reference to which they are described. The present disclosure is neither a literal description of all arrangements of one or more of the aspects nor a listing of features of one or more of the aspects that must be present in all arrangements.

0075Headings of sections provided in this patent application and the title of this patent application are for convenience only, and are not to be taken as limiting the disclosure in any way.

0076Devices that are in communication with each other need not be in continuous communication with each other, unless expressly specified otherwise. In addition, devices that are in communication with each other may communicate directly or indirectly through one or more communication means or intermediaries, logical or physical.

0077A description of an aspect with several components in communication with each other does not imply that all such components are required. To the contrary, a variety of optional components may be described to illustrate a wide variety of possible aspects and in order to more fully illustrate one or more aspects. Similarly, although process steps, method steps, algorithms or the like may be described in a sequential order, such processes, methods and algorithms may generally be configured to work in alternate orders, unless specifically stated to the contrary. In other words, any sequence or order of steps that may be described in this patent application does not, in and of itself, indicate a requirement that the steps be performed in that order. The steps of described processes may be performed in any order practical. Further, some steps may be performed simultaneously despite being described or implied as occurring non-simultaneously (e.g., because one step is described after the other step). Moreover, the illustration of a process by its depiction in a drawing does not imply that the illustrated process is exclusive of other variations and modifications thereto, does not imply that the illustrated process or any of its steps are necessary to one or more of the aspects, and does not imply that the illustrated process is preferred. Also, steps are generally described once per aspect, but this does not mean they must occur once, or that they may only occur once each time a process, method, or algorithm is carried out or executed. Some steps may be omitted in some aspects or some occurrences, or some steps may be executed more than once in a given aspect or occurrence.

0078When a single device or article is described herein, it will be readily apparent that more than one device or article may be used in place of a single device or article. Similarly, where more than one device or article is described herein, it will be readily apparent that a single device or article may be used in place of the more than one device or article.

0079The functionality or the features of a device may be alternatively embodied by one or more other devices that are not explicitly described as having such functionality or features. Thus, other aspects need not include the device itself

0080Techniques and mechanisms described or referenced herein will sometimes be described in singular form for clarity. However, it should be appreciated that particular aspects may include multiple iterations of a technique or multiple instantiations of a mechanism unless noted otherwise. Process descriptions or blocks in figures should be understood as representing modules, segments, or portions of code which include one or more executable instructions for implementing specific logical functions or steps in the process. Alternate implementations are included within the scope of various aspects in which, for example, functions may be executed out of order from that shown or discussed, including substantially concurrently or in reverse order, depending on the functionality involved, as would be understood by those having ordinary skill in the art.

Definitions

0081“Callback” as used herein refers to an instance of an individual being contacted after their initial contact was unsuccessful. For instance, if a first user calls a second user on a telephone, but the second user does not receive their call for one of numerous reasons including turning off their phone or simply not picking up, the second user may then place a callback to the first user once they realize they missed their call. This callback concept applies equally to many forms of interaction that need not be restricted to telephone calls, for example including (but not limited to) voice calls over a telephone line, video calls over a network connection, or live text-based chat such as web chat or short message service (SMS) texting, email, and other messaging applications (e.g., WhatsApp, etc.). While a callback (and various associated components, methods, and operations taught herein) may also be used with an email communication despite the inherently asynchronous nature of email (participants may read and reply to emails at any time, and need not be interacting at the same time or while other participants are online or available), the preferred usage as taught herein refers to synchronous communication (that is, communication where participants are interacting at the same time, as with a phone call or chat conversation).

0082“Callback object” as used herein means a data object representing callback data, such as the identities and call information for a first and second user, the parameters for a callback including what time it shall be performed, and any other relevant data for a callback to be completed based on the data held by the callback object.

0083“Latency period” as used herein refers to the period of time between when a Callback Object is created and the desired Callback is initiated, for example, if a callback object is created and scheduled for a time five hours from the creation of the object, and the callback initiates on-time in five hours, the latency period is equal to the five hours between the callback object creation and the callback initiation.

0084“Brand” as used herein means a possible third-party service or device that may hold a specific identity, such as a specific MAC address, IP address, a username or secret key which can be sent to a cloud callback system for identification, or other manner of identifiable device or service that may connect with the system. Connected systems or services may include a Private

0085Branch Exchange (“PBX”), call router, chat server which may include text or voice chat data, a Customer Relationship Management (“CRM”) server, an Automatic Call Distributor (“ACD”), or a Session Initiation Protocol (“SIP”) server.

Conceptual Architecture

0086<figref idref="DRAWINGS">FIG. 1</figref> is a block diagram of a preferred embodiment of the invention, illustrating an exemplary architecture of a system <b>100</b> for providing a callback cloud service. According to the embodiment, callback cloud <b>101</b> may receive requests <b>140</b> via a plurality of communications networks such as a public switched telephone network (PSTN) <b>103</b> or the Internet <b>102</b>. These requests may comprise a variety of communication and interaction types, for example including (but not limited to) voice calls over a telephone line, video calls over a network connection, or live text-based chat such as web chat or short message service (SMS) texting via PSTN <b>103</b>. Such communications networks may be connected to a plurality of consumer endpoints <b>110</b> and enterprise endpoints <b>120</b> as illustrated, according to the particular architecture of communication network involved. Exemplary consumer endpoints <b>110</b> may include, but are not limited to, traditional telephones <b>111</b>, cellular telephones <b>112</b>, mobile tablet computing devices <b>113</b>, laptop computers <b>114</b>, or desktop personal computers (PC) <b>115</b>. Such devices may be connected to respective communications networks via a variety of means, which may include telephone dialers, VOIP telecommunications services, web browser applications, SMS text messaging services, or other telephony or data communications services. It will be appreciated by one having ordinary skill in the art that such means of communication are exemplary, and many alternative means are possible and becoming possible in the art, any of which may be utilized as an element of system <b>100</b> according to the invention.

0087A PSTN <b>103</b> or the Internet <b>102</b> (and it should be noted that not all alternate connections are shown for the sake of simplicity, for example a desktop PC <b>126</b> may communicate via the Internet <b>102</b>) may be further connected to a plurality of enterprise endpoints <b>120</b>, which may comprise cellular telephones <b>121</b>, telephony switch <b>122</b>, desktop environment <b>125</b>, internal Local Area Network (LAN) or Wide-Area Network (WAN) <b>130</b>, and mobile devices such as tablet computing device <b>128</b>. As illustrated, desktop environment <b>125</b> may include both a telephone <b>127</b> and a desktop computer <b>126</b>, which may be used as a network bridge to connect a telephony switch <b>122</b> to an internal LAN or WAN <b>130</b>, such that additional mobile devices such as tablet PC <b>128</b> may utilize switch <b>122</b> to communicate with PSTN <b>102</b>. Telephone <b>127</b> may be connected to switch <b>122</b> or it may be connected directly to PSTN <b>102</b>. It will be appreciated that the illustrated arrangement is exemplary, and a variety of arrangements that may comprise additional devices known in the art are possible, according to the invention.

0088Callback cloud <b>101</b> may respond to requests <b>140</b> received from communications networks with callbacks appropriate to the technology utilized by such networks, such as data or Voice over Internet Protocol (VOIP) callbacks <b>145</b>, <b>147</b> sent to Internet <b>102</b>, or time-division multiplexing (TDM) such as is commonly used in cellular telephony networks such as the Global System for Mobile Communications (GSM) cellular network commonly used worldwide, or VOIP callbacks to PSTN <b>103</b>. Data callbacks <b>147</b> may be performed over a variety of Internet-enabled communications technologies, such as via e-mail messages, application pop-ups, or Internet Relay Chat (IRC) conversations, and it will be appreciated by one having ordinary skill in the art that a wide variety of such communications technologies are available and may be utilized according to the invention. VOIP callbacks may be made using either, or both, traditional telephony networks such as PSTN <b>103</b> or over VOIP networks such as Internet <b>102</b>, due to the flexibility to the technology involved and the design of such networks. It will be appreciated that such callback methods are exemplary, and that callbacks may be tailored to available communications technologies according to the invention.

0089Additionally, callback cloud <b>101</b> may receive estimated wait time (EWT) information from an enterprise <b>120</b> such as a contact center. This information may be used to estimate the wait time for a caller before reaching an agent (or other destination, such as an automated billing system), and determine whether to offer a callback proactively before the customer has waited for long. EWT information may also be used to select options for a callback being offered, for example to determine availability windows where a customer's callback is most likely to be fulfilled (based on anticipated agent availability at that time), or to offer the customer a callback from another department or location that may have different availability. This enables more detailed and relevant callback offerings by incorporating live performance data from an enterprise, and improves customer satisfaction by saving additional time with preselected recommendations and proactively-offered callbacks.

0090<figref idref="DRAWINGS">FIG. 2</figref> is a block diagram illustrating an exemplary system architecture for a callback cloud operating over a public switched telephone network and the Internet, and connecting to a variety of other brand devices and services, according to an embodiment. A collection of user brands <b>210</b> may be present either singly or in some combination, possibly including a Public Branch Exchange (“PBX”) <b>211</b>, a Session Initiation Protocol (“SIP”) server <b>212</b>, a Customer Relationship Management (“CRM”) server <b>213</b>, a call router <b>214</b>, or a chat server <b>215</b>, or some combination of these brands. These brands <b>210</b> may communicate over a combination of, or only one of, a Public Switched Telephone Network (“PSTN”) <b>103</b>, and the Internet <b>102</b>, to communicate with other devices including a callback cloud <b>220</b>, a company phone <b>121</b>, or a personal cellular phone <b>112</b>. A SIP server <b>212</b> is responsible for initiating, maintaining, and terminating sessions of voice, video, and text or other messaging protocols, services, and applications, including handling of PBX <b>211</b> phone sessions, CRM server <b>213</b> user sessions, and calls forwarded via a call router <b>214</b>, all of which may be used by a business to facilitate diverse communications requests from a user or users, reachable by phone <b>121</b>, <b>112</b> over either PSTN <b>103</b> or the Internet <b>102</b>. A chat server <b>215</b> may be responsible for maintaining one or both of text messaging with a user, and automated voice systems involving technologies such as an Automated Call Distributor (“ACD”), forwarding relevant data to a call router <b>214</b> and CRM server <b>213</b> for further processing, and a SIP server <b>212</b> for generating communications sessions not run over the PSTN <b>103</b>. Various systems may also be used to monitor their respective interactions (for example, chat session by a chat server <b>215</b> or phone calls by an ACD or SIP server <b>212</b>), to track agent and resource availability for producing EWT estimations.

0091When a user calls from a mobile device <b>112</b> or uses some communication application such as (for example, including but not limited to) SKYPE™ or instant messaging, which may also be available on a laptop or other network endpoint other than a cellular phone <b>112</b>, they may be forwarded to brands <b>210</b> operated by a business in the manner described herein. For example, a cellular phone call my be placed over PSTN <b>103</b> before being handled by a call router <b>214</b> and generating a session with a SIP server <b>212</b>, the SIP server creating a session with a callback cloud <b>220</b> with a profile manager <b>221</b> if the call cannot be completed, resulting in a callback being required. A profile manager <b>221</b> manages the storage, retrieval, and updating of user profiles, including global and local user profiles. The profile manager <b>221</b>, which may be located in a callback cloud <b>220</b> receives initial requests to connect to callback cloud <b>220</b>, and forwards relevant user profile information to a callback manager <b>223</b>, which may further request environmental context data from an environment analyzer <b>222</b>. Environmental context data may include (for example, and not limited to) recorded information about when a callback requester or callback recipient may be suspected to be driving or commuting from work, for example, and may be parsed from online profiles or online textual data, using an environment analyzer <b>222</b>.

0092A callback manager <b>223</b> centrally manages all callback data, creating a callback programming object which may be used to manage the data for a particular callback, and communicates with an interaction manager <b>224</b> which handles requests to make calls and bridge calls, which go out to a media server <b>225</b> which actually makes the calls as requested. For example, interaction manager <b>224</b> may receive a call from a callback requester, retrieve callback parameters for that callback requester from the callback manager <b>223</b>, and cause the media server <b>225</b> to make a call to a callback recipient while the callback requester is still on the line, thus connecting the two parties. After the call is connected, the callback programming object used to make the connection may be deleted. The interaction manager <b>224</b> may subsequently provide changed callback parameters to the callback manager <b>223</b> for use or storage. In this way, the media server <b>225</b> may be altered in the manner in which it makes and bridges calls when directed, but the callback manager <b>223</b> does not need to adjust itself, due to going through an intermediary component, the interaction manager <b>224</b>, as an interface between the two. A media server <b>225</b>, when directed, may place calls and send messages, emails, or connect voice over IP (“VoIP”) calls and video calls, to users over a PSTN <b>103</b> or the Internet <b>102</b>. Callback manager <b>223</b> may work with a user's profile as managed by a profile manager <b>221</b>, with environmental context from an environment analyzer <b>222</b> as well as (if provided) EWT information for any callback recipients (for example, contact center agents with the appropriate skills to address the callback requestor's needs, or online tech support agents to respond to chat requests), to determine an appropriate callback time for the two users (a callback requestor and a callback recipient), interfacing with an interaction manager <b>224</b> to physically place and bridge the calls with a media server <b>225</b>. In this way, a user may communicate with another user on a PBX system <b>211</b>, or with automated services hosted on a chat server <b>215</b>, and if they do not successfully place their call or need to be called back by a system, a callback cloud <b>220</b> may find an optimal time to bridge a call between the callback requestor and callback recipient, as necessary.

0093<figref idref="DRAWINGS">FIG. 3</figref> is a block diagram illustrating an exemplary system architecture for a callback cloud including a calendar server operating over a public switched telephone network and the Internet, and connected to a variety of other brand devices and services, according to an embodiment. According to this embodiment, many user brands <b>310</b> are present, including PBX system <b>311</b>, a SIP server <b>312</b>, a CRM server <b>313</b>, a call router <b>314</b>, and a chat server <b>315</b>, which may be connected variously to each other as shown, and connected to a PSTN <b>103</b> and the Internet <b>102</b>, which further connect to a cellular phone <b>112</b> and a landline <b>121</b> or other phone that may not have internet access. As further shown, callback cloud <b>320</b> contains multiple components, including a calendar server <b>321</b>, profile manager <b>322</b>, environment analyzer <b>323</b>, callback manager <b>324</b>, interaction manager <b>325</b>, and media server <b>326</b>, which similarly to user brands <b>310</b> may be interconnected in various ways as depicted in the diagram, and connected to either a PSTN <b>103</b> or the internet <b>102</b>.

0094A calendar server <b>321</b>, according to the embodiment, is a server which may store and retrieve, either locally or from internet-enabled services associated with a user, calendars which hold data on what times a user may be available or busy (or some other status that may indicate other special conditions, such as to allow only calls from certain sources) for a callback to take place. A calendar server <b>321</b> connects to the internet <b>102</b>, and to a profile manager <b>322</b>, to determine the times a callback requestor and callback recipient may both be available.

0095<figref idref="DRAWINGS">FIG. 4</figref> is a block diagram illustrating an exemplary system architecture for a callback cloud including a brand interface server, operating over a public switched telephone network and the Internet, and connected to a variety of other brand devices and services, according to an embodiment. According to this embodiment, many user brands <b>410</b> are present, including PBX system <b>411</b>, a SIP server <b>412</b>, a CRM server <b>413</b>, a call router <b>414</b>, and a chat server <b>415</b>, which may be connected variously to each other as shown, and connected to a PSTN <b>103</b> and the Internet <b>102</b>, which further connect to a cellular phone <b>112</b> and a landline <b>121</b> or other phone that may not have internet access. As further shown, callback cloud <b>420</b> contains multiple components, including a profile manager <b>421</b>, environment analyzer <b>422</b>, callback manager <b>423</b>, interaction manager <b>424</b>, and media server <b>425</b>, which similarly to user brands <b>410</b> may be interconnected in various ways as depicted in the diagram, and connected to either a PSTN <b>103</b> or the internet <b>102</b>.

0096Present in this embodiment is a brand interface server <b>430</b>, which may expose the identity of, and any relevant API's or functionality for, any of a plurality of connected brands <b>410</b>, to elements in a callback cloud <b>420</b>. In this way, elements of a callback cloud <b>420</b> may be able to connect to, and interact more directly with, systems and applications operating in a business' infrastructure such as a SIP server <b>412</b>, which may be interfaced with a profile manager <b>421</b> to determine the exact nature of a user's profiles, sessions, and interactions in the system for added precision regarding their possible availability and most importantly, their identity.

0097<figref idref="DRAWINGS">FIG. 5</figref> is a block diagram illustrating an exemplary system architecture for a callback cloud including a brand interface server and intent analyzer, operating over a public switched telephone network and the Internet, and connected to a variety of other brand devices and services, according to an embodiment. According to this embodiment, many user brands <b>510</b> are present, including PBX system <b>511</b>, a SIP server <b>512</b>, a CRM server <b>513</b>, a call router <b>514</b>, and a chat server <b>515</b>, which may be connected variously to each other as shown, and connected to a PSTN <b>103</b> and the Internet <b>102</b>, which further connect to a cellular phone <b>112</b> and a landline <b>121</b> or other phone that may not have internet access. Further shown is a callback cloud <b>520</b> contains multiple components, including a profile manager <b>521</b>, environment analyzer <b>522</b>, callback manager <b>523</b>, interaction manager <b>524</b>, and media server <b>525</b>, which similarly to user brands <b>510</b> may be interconnected in various ways as depicted in the diagram, and connected to either a PSTN <b>103</b> or the internet <b>102</b>.

0098Present in this embodiment is a brand interface server <b>530</b>, which may expose the identity of, and any relevant API's or functionality for, any of a plurality of connected brands <b>510</b>, to elements in a callback cloud <b>520</b>. In this way, elements of a callback cloud <b>520</b> may be able to connect to, and interact more directly with, systems and applications operating in a business' infrastructure such as a SIP server <b>512</b>, which may be interfaced with a profile manager <b>521</b> to determine the exact nature of a user's profiles, sessions, and interactions in the system for added precision regarding their possible availability and most importantly, their identity. Also present in this embodiment is an intent analyzer <b>540</b>, which analyzes spoken words or typed messages from a user that initiated the callback request, to determine their intent for a callback. For example, their intent may be to have an hour-long meeting, which may factor into the decision by a callback cloud <b>520</b> to place a call shortly before one or both users may be required to start commuting to or from their workplace. Intent analysis may utilize any combination of text analytics, speech-to-text transcription, audio analysis, facial recognition, expression analysis, posture analysis, or other analysis techniques, and the particular technique or combination of techniques may vary according to such factors as the device type or interaction type (for example, speech-to-text may be used for a voice-only call, while face/expression/posture analysis may be appropriate for a video call), or according to preconfigured settings (that may be global, enterprise-specific, user-specific, device-specific, or any other defined scope).

0099<figref idref="DRAWINGS">FIG. 6</figref> is a block diagram illustrating an exemplary system architecture for a callback cloud including a privacy server, operating over a public switched telephone network and the Internet, and connected to a variety of other brand devices and services, according to an embodiment. According to this embodiment, many user brands <b>610</b> are present, including PBX system <b>611</b>, a SIP server <b>612</b>, a CRM server <b>613</b>, a call router <b>614</b>, and a chat server <b>615</b>, which may be connected variously to each other as shown, and connected to a PSTN <b>103</b> and the Internet <b>102</b>, which further connect to a cellular phone <b>112</b> and a landline <b>121</b> or other phone that may not have internet access. As further shown, a callback cloud <b>620</b> contains multiple components, including a profile manager <b>622</b>, environment analyzer <b>623</b>, callback manager <b>624</b>, interaction manager <b>625</b>, and media server <b>626</b>, which similarly to user brands <b>610</b> may be interconnected in various ways as depicted in the diagram, and connected to either a PSTN <b>103</b> or the internet <b>102</b>.

0100In this embodiment, a privacy server <b>621</b> may connect to the internet <b>102</b>, and to a profile manager <b>622</b> as well as a callback manager <b>624</b>, and allows for callback requestors to first be validated using trust-circles to determine if they are a trusted user. A trusted user may be defined using a variety of criteria (that may vary according to the user, interaction, device, enterprise, or other context), and may for example comprise a determination of whether the callback requestor is a friend or family member, or is using a trusted brand such as a piece of equipment from the same company that the callback recipient works at, or if the callback requestor is untrusted or is contacting unknown recipients, to determine if a callback request is permitted based on user settings. Further, a privacy server <b>621</b> may encrypt one or both of incoming and outgoing data from a callback manager <b>624</b> in such a way as to ensure that, for example, a callback recipient might not know who requested the callback, or their profile may not be visible to the recipient, or vice versa, and other privacy options may also be enabled as needed by a corporation. Encryption may utilize public or private keys, or may utilize perfect forward secrecy (such that even the enterprise routing the call cannot decrypt it), or other encryption schema or combinations thereof that may provide varying features or degrees of privacy, security, or anonymity (for example, one enterprise may permit anonymous callbacks while another may require a user to identify themselves and may optionally verify this identification).

0101<figref idref="DRAWINGS">FIG. 7</figref> is a block diagram illustrating an exemplary system architecture for a callback cloud including a bot server, operating over a public switched telephone network and the Internet, and connected to a variety of other brand devices and services, according to an embodiment. According to this embodiment, many user brands <b>710</b> are present, including PBX system <b>711</b>, a SIP server <b>712</b>, a CRM server <b>713</b>, a call router <b>714</b>, and a chat server <b>715</b>, which may be connected variously to each other as shown, and connected to a PSTN <b>103</b> and the Internet <b>102</b>, which further connect to a cellular phone <b>112</b> and a landline <b>121</b> or other phone that may not have internet access. As further shown, a callback cloud <b>720</b> contains multiple components, including a profile manager <b>721</b>, environment analyzer <b>722</b>, callback manager <b>723</b>, interaction manager <b>725</b>, and media server <b>726</b>, which similarly to user brands <b>710</b> may be interconnected in various ways as depicted in the diagram, and connected to either a PSTN <b>103</b> or the internet <b>102</b>.

0102In the present embodiment, a bot server <b>724</b> also is present in a callback cloud <b>720</b>, which allows for communication with a callback requestor. Bot server <b>724</b> allows a user to specify, through any available data type such as (including, but not limited to) SMS texting, email, or audio data, any desired parameters for the callback they would like to request. This is similar to an ACD system used by individual call-centers, but exists as a separate server <b>724</b> in a cloud service <b>720</b> which may then be configured as-needed by a hosting company, and behaves akin to an automated secretary, taking user information down to specify a callback at a later time from the callback recipient.

0103<figref idref="DRAWINGS">FIG. 8</figref> is a block diagram illustrating an exemplary system architecture for a callback cloud including an operations analyzer operating over a public switched telephone network and the Internet, and connected to a variety of other brand devices and services, according to an embodiment. According to this embodiment, many user brands <b>810</b> are present, including PBX system <b>811</b>, a SIP server <b>812</b>, a CRM server <b>813</b>, a call router <b>814</b>, and a chat server <b>815</b>, which may be connected variously to each other as shown, and connected to a PSTN <b>103</b> and the Internet <b>102</b>, which further connect to a cellular phone <b>112</b> and a landline <b>121</b> or other phone that may not have internet access. As further shown, a callback cloud <b>820</b> contains multiple components, including a profile manager <b>821</b>, environment analyzer <b>822</b>, callback manager <b>823</b>, interaction manager <b>825</b>, and media server <b>826</b>, which similarly to user brands <b>810</b> may be interconnected in various ways as depicted in the diagram, and connected to either a PSTN <b>103</b> or the internet <b>102</b>.

0104In this embodiment, an operations analyzer <b>824</b> is present, which may determine a particular channel to be used to reach a callback recipient and callback requestor, for example (and not limited to), VoIP services such as SKYPE™ or DISCORD™, a PSTN phone connection, any particular phone number or user accounts to connect using, or other service, to determine the optimal method with which to reach a user during a callback. An operations analyzer <b>824</b> may also analyze and determine the points of failure in a callback cloud <b>820</b>, if necessary, for example if a callback attempt fails to connect operations analyzer <b>824</b> may bridge a callback requestor and recipient using an alternate communication channel to complete the callback at the scheduled time.

0105<figref idref="DRAWINGS">FIG. 9</figref> is a block diagram illustrating an exemplary system architecture for a callback cloud including a brand interface server, an intent analyzer, and a broker server, operating over a public switched telephone network and internet, and connected to a variety of other brand devices and services, according to an embodiment. According to this embodiment, many user brands <b>910</b> are present, including PBX system <b>911</b>, a SIP server <b>912</b>, a CRM server <b>913</b>, a call router <b>914</b>, and a chat server <b>915</b>, which may be connected variously to each other as shown, and connected to a PSTN <b>103</b> and the Internet <b>102</b>, which further connect to a cellular phone <b>112</b> and a landline <b>121</b> or other phone that may not have internet access. As further shown, a callback cloud <b>920</b> contains multiple components, including a profile manager <b>921</b>, environment analyzer <b>922</b>, callback manager <b>923</b>, interaction manager <b>924</b>, and media server <b>925</b>, which similarly to user brands <b>910</b> may be interconnected in various ways as depicted in the diagram, and connected to either a PSTN <b>103</b> or the internet <b>102</b>. Also present are a plurality of network endpoints <b>960</b>, <b>970</b>, connected to either or both of the internet <b>102</b> and a PSTN <b>103</b>, such network endpoints representing contact points other than a landline <b>121</b> or cell phone <b>112</b>, including laptops, desktops, tablet computers, or other communication devices.

0106Present in this embodiment is a brand interface server <b>930</b>, which may expose the identity of, and any relevant API's or functionality for, any of a plurality of connected brands <b>910</b>, to an intent analyzer <b>940</b>. In this way, elements of a callback cloud <b>920</b> may be able to connect to, and interact more directly with, systems and applications operating in a business' infrastructure such as a SIP server <b>912</b>, which may be interfaced with a profile manager <b>921</b> to determine the exact nature of a user's profiles, sessions, and interactions in the system for added precision regarding their possible availability and most importantly, their identity. An intent analyzer <b>940</b> may analyze spoken words or typed messages from a user that initiated the callback request, to determine their intent for a callback, as well as forward data received from a brand interface server. For example, their intent may be to have an hour-long meeting, which may factor into the decision by a callback cloud <b>920</b> to place a call shortly before one or both users may be required to start commuting to or from their workplace. An intent analyzer <b>940</b> may forward all data through a broker server <b>950</b> which may allocate specific actions and responses to take between third-party brands <b>910</b> and callback cloud <b>920</b> components, as needed, as well as forward all data from the exposed and interfaced elements with the callback cloud <b>920</b>.

0107<figref idref="DRAWINGS">FIG. 10</figref> is a diagram illustrating trust circles of levels of privacy for a user of a callback cloud, according to an aspect. These trust circles are data constructs enforced by a privacy server <b>621</b> which are determined with a profile manager <b>622</b>, which indicate the level of trust that callers may possess, and therefore the system's ability to schedule a callback with the caller and the recipient. A caller who calls from a recognized brand <b>1010</b>, for example a company's phone forwarded through their PBX <b>611</b>, may be recognized as having the highest level of trust, due to coming from a recognized source within the same organization. Family <b>1020</b> may (for example) be the second highest level of trust, allowing for just as many privileges with callbacks, or perhaps restricting callback requests to only certain hours, to prevent users from being disrupted during certain work hours. A callback recipient's friends <b>1030</b> may occupy a level of trust lower than that of family, representing users less-trusted than family <b>1020</b> callers, and may yet have more restricted access to making callback requests for a user, and a continuing, descending hierarchy may be used to model additional levels of trust. For example, additional trust levels may include (but are not limited to) social media <b>1040</b> recognized users, colleagues <b>1050</b> which may represent individuals only loosely affiliated with a potential callback recipient, and untrusted <b>1060</b>, representing users who are known to the system and deemed banned or untrustworthy, having the lowest ability to request an automated callback connection with a user. A further level of trust may exist, outside of the trust-circle paradigm, representing unknown contacts <b>1070</b>, which, depending on the settings for an individual user or an organization using a callback cloud system <b>620</b>, may be unable to request callbacks, or may only be able to request callbacks at certain restricted hours until they are set to a higher level of trust in the system, according to a preferred embodiment.

0108As shown in <figref idref="DRAWINGS">FIG. 10</figref>, trust circles need not be implicitly hierarchical in nature and may overlap in various ways similar to a logical Venn diagram. For example one individual may be a friend and also known on social media, or someone may be both family and a colleague (as is commonplace in family businesses or large companies that may employ many people). As shown, anybody may be considered “untrusted” regardless of their other trust groupings, for example if a user does not wish to receive callbacks from a specific friend or coworker. While the arrangement shown is one example, it should be appreciated that a wide variety of numerous overlapping configuration may be possible with arbitrary complexity, as any one person may be logically placed within any number of groups as long as the trust groupings themselves are not exclusive (such as a group for coworkers and one for individuals outside the company).

0109Expanding on the notion of trust circles, there may also be logical “ability” circles that correspond to various individuals' capabilities and appropriateness for various issues, such as (for example) tech support skill or training with specific products, or whether a member of a brand <b>1010</b> is actually a member of the best brand to handle a specific reason for a callback, based on the callback request context. For example, a customer requesting a callback for assistance with booking a flight may not be adequately served by employees of airlines that don't offer flights to their intended destination, so combining the brand trust zone <b>1010</b> with a capability map would indicate to the callback system which individuals are more appropriate for the callback in question. This expands from merely trusting certain users and discarding others, to a form of automated virtual concierge service that finds the user for a callback request that is most capable and relevant to the request, ensuring optimum handling of the callback requestor's needs.

0110<figref idref="DRAWINGS">FIG. 11</figref> is a method diagram illustrating the use of a callback cloud for intent-based active callback management, according to an embodiment. According to an embodiment, a callback cloud <b>220</b> must receive a request for a callback to a callback recipient, from a callback requester <b>1110</b>. This refers to an individual calling a user of a cloud callback system <b>220</b>, being unable to connect for any reason, and the system allowing the caller to request a callback, thus becoming the callback requester, from the callback recipient, the person they were initially unable to reach. A callback object is instantiated <b>1120</b>, using a callback manager <b>223</b>, which is an object with data fields representing the various parts of callback data for a callback requester and callback recipient, and any related information such as what scheduled times may be possible for such a callback to take place. Global profiles may then be retrieved <b>1130</b> using a profile manager <b>221</b> in a cloud callback system, as well as an analysis of environmental context data <b>1140</b>, allowing for the system to determine times when a callback may be possible for a callback requestor and callback recipient both <b>1150</b>. When such a time arrives, a first callback is attempted <b>1160</b> to the callback requestor or callback recipient, and if this succeeds, a second call is attempted to the second of the callback requestor and callback recipient <b>1170</b>, allowing a media server <b>225</b> to bridge the connection when both are online, before deleting the callback object <b>1180</b>.

0111<figref idref="DRAWINGS">FIG. 12</figref> is a method diagram illustrating the use of a callback cloud for intent-based active callback management, including a calendar server, according to an embodiment. According to an embodiment, a callback cloud <b>320</b> must receive a request for a callback to a callback recipient, from a callback requester <b>1205</b>. This refers to an individual calling a user of a cloud callback system <b>320</b>, being unable to connect for any reason, and the system allowing the caller to request a callback, thus becoming the callback requester, from the callback recipient, the person they were initially unable to reach. A callback object is instantiated <b>1210</b>, using a callback manager <b>324</b>, which is an object with data fields representing the various parts of callback data for a callback requester and callback recipient, and any related information such as what scheduled times may be possible for such a callback to take place. Global profiles may then be retrieved <b>1215</b> using a profile manager <b>322</b> which manages the storage and retrieval of user profiles, including global and local user profiles. The profile manager <b>322</b>, which may be located in a cloud callback system, interfaces with user-specific calendars <b>1220</b> to find dates and timeslots on their specific calendars that they both may be available <b>1225</b> through use of a calendar server <b>321</b>, as well as an analysis of environmental context data <b>1230</b>, allowing for the system to determine times when a callback may be possible for a callback requestor and callback recipient both <b>1235</b>. When such a time arrives, a first callback is attempted <b>1240</b> to the callback requestor or callback recipient, and if this succeeds, a second call is attempted to the second of the callback requestor and callback recipient <b>1245</b>, allowing a media server <b>326</b> to bridge the connection when both are online, before deleting the callback object <b>1250</b>.

0112<figref idref="DRAWINGS">FIG. 13</figref> is a method diagram illustrating the use of a callback cloud for intent-based active callback management, including gathering of environmental context data of users, according to an embodiment. According to an embodiment, a callback cloud <b>420</b> may interface with a brand interface server <b>430</b>, which may interface with third-party or proprietary brands of communications devices and interfaces such as automated call distributor systems <b>1305</b>.

0113Through this brand interface, the system may receive a request for a callback to a callback recipient, from a callback requester <b>1310</b>. This refers to an individual calling a user of a cloud callback system <b>420</b>, being unable to connect for any reason, and the system allowing the caller to request a callback, thus becoming the callback requester, from the callback recipient, the person they were initially unable to reach. A callback object is instantiated <b>1315</b>, using a callback manager <b>423</b>, which is an object with data fields representing the various parts of callback data for a callback requester and callback recipient, and any related information such as what scheduled times may be possible for such a callback to take place. Global profiles may then be retrieved <b>1320</b> using a profile manager <b>421</b> in a cloud callback system, as well as an analysis of environmental context data <b>1325</b>, allowing for the system to determine times when a callback may be possible for a callback requestor and callback recipient both <b>1330</b>. When such a time arrives, a first callback is attempted <b>1335</b> to the callback requestor or callback recipient, and if this succeeds, a second call is attempted to the second of the callback requestor and callback recipient <b>1340</b>, allowing a media server <b>425</b> to bridge the connection when both are online, before deleting the callback object <b>1345</b>.

0114<figref idref="DRAWINGS">FIG. 14</figref> is a method diagram illustrating the use of a callback cloud for intent-based active callback management, including a brand interface server and intent analyzer, according to an embodiment. According to an embodiment, a callback cloud <b>520</b> may interface with a brand interface server <b>530</b>, which may interface with third-party or proprietary brands of communications devices and interfaces such as automated call distributor systems <b>1405</b>. Through this brand interface, the system may receive a request for a callback to a callback recipient, analyzing their intent from the provided input <b>1410</b>, followed by processing it as a callback request <b>1415</b>. Callback requestor intent in this case may indicate how long or what times are preferred for a callback to take place, which may be taken into account for a callback <b>1410</b>. This refers to an individual calling a user of a cloud callback system <b>520</b>, being unable to connect for any reason, and the system allowing the caller to request a callback, thus becoming the callback requester, from the callback recipient, the person they were initially unable to reach. A callback object is instantiated <b>1420</b>, using a callback manager <b>523</b>, which is an object with data fields representing the various parts of callback data for a callback requester and callback recipient, and any related information such as what scheduled times may be possible for such a callback to take place. Global profiles may then be retrieved <b>1425</b> using a profile manager <b>521</b> in a cloud callback system, as well as an analysis of environmental context data <b>1430</b>, allowing for the system to determine times when a callback may be possible for a callback requestor and callback recipient both <b>1435</b>. When such a time arrives, a first callback is attempted <b>1440</b> to the callback requestor or callback recipient, and if this succeeds, a second call is attempted to the second of the callback requestor and callback recipient <b>1445</b>, allowing a media server <b>525</b> to bridge the connection when both are online, before deleting the callback object <b>1450</b>.

0115<figref idref="DRAWINGS">FIG. 15</figref> is a method diagram illustrating the use of a callback cloud for intent-based active callback management, including a privacy server, according to an embodiment. According to an embodiment, a callback cloud <b>620</b> must receive a request for a callback to a callback recipient, from a callback requester <b>1505</b>. This refers to an individual calling a user of a cloud callback system <b>620</b>, being unable to connect for any reason, and the system allowing the caller to request a callback, thus becoming the callback requester, from the callback recipient, the person they were initially unable to reach. When a callback request is received <b>1505</b>, trust-circle rules are enforced using a privacy server <b>621</b>, <b>1510</b> preventing untrusted users from requesting a callback, or insufficiently trusted users from scheduling callbacks at specific times or perhaps preventing them from requesting callbacks with certain callback recipients, depending on the privacy settings of a given callback recipient. All data may also be encrypted <b>1515</b> for added security, using a privacy server <b>621</b>. If a callback request is allowed to proceed, a callback object is instantiated <b>1520</b>, using a callback manager <b>624</b>, which is an object with data fields representing the various parts of callback data for a callback requester and callback recipient, and any related information such as what scheduled times may be possible for such a callback to take place. Global profiles may then be retrieved <b>1525</b> using a profile manager <b>622</b> in a cloud callback system, as well as an analysis of environmental context data <b>1530</b>, allowing for the system to determine times when a callback may be possible for a callback requestor and callback recipient both <b>1535</b>. When such a time arrives, a first callback is attempted <b>1540</b> to the callback requestor or callback recipient, and if this succeeds, a second call is attempted to the second of the callback requestor and callback recipient <b>1545</b>, allowing a media server <b>626</b> to bridge the connection when both are online, before deleting the callback object <b>1550</b>.

0116<figref idref="DRAWINGS">FIG. 16</figref> is a method diagram illustrating the use of a callback cloud for intent-based active callback management, including a bot server, according to an embodiment. According to an embodiment, a callback cloud <b>720</b> may first utilize a bot server <b>724</b> to receive an automated callback request from a user <b>1605</b>, which may allow a user to specify their parameters for a callback directly to the system. The system may then receive a request for a callback to a callback recipient, from a callback requester <b>1610</b>. This refers to an individual calling a user of a cloud callback system <b>720</b>, being unable to connect for any reason, and the system allowing the caller to request a callback, thus becoming the callback requester, from the callback recipient, the person they were initially unable to reach. A callback object is instantiated <b>1615</b>, using a callback manager <b>723</b>, which is an object with data fields representing the various parts of callback data for a callback requester and callback recipient, and any related information such as what scheduled times may be possible for such a callback to take place. Global profiles may then be retrieved <b>1620</b> using a profile manager <b>721</b> in a cloud callback system, as well as an analysis of environmental context data <b>1625</b>, allowing for the system to determine times when a callback may be possible for a callback requestor and callback recipient both <b>1630</b>. When such a time arrives, a first callback is attempted <b>1635</b> to the callback requestor or callback recipient, and if this succeeds, a second call is attempted to the second of the callback requestor and callback recipient <b>1640</b>, allowing a media server <b>726</b> to bridge the connection when both are online, before deleting the callback object <b>1645</b>.

0117<figref idref="DRAWINGS">FIG. 17</figref> is a method diagram illustrating the use of a callback cloud for intent-based active callback management, including an operations analyzer, according to an embodiment. According to an embodiment, a callback cloud <b>820</b> must receive a request for a callback to a callback recipient, from a callback requester <b>1705</b>. This refers to an individual calling a user of a cloud callback system <b>820</b>, being unable to connect for any reason, and the system allowing the caller to request a callback, thus becoming the callback requester, from the callback recipient, the person they were initially unable to reach. A callback object is instantiated <b>1710</b>, using a callback manager <b>823</b>, which is an object with data fields representing the various parts of callback data for a callback requester and callback recipient, and any related information such as what scheduled times may be possible for such a callback to take place. Global profiles may then be retrieved <b>1715</b> using a profile manager <b>821</b> in a cloud callback system, as well as an analysis of environmental context data <b>1720</b>, allowing for the system to determine times when a callback may be possible for a callback requestor and callback recipient both <b>1725</b>. When such a time arrives, a first callback is attempted <b>1730</b> to the callback requestor or callback recipient, and if this succeeds, a second call is attempted to the second of the callback requestor and callback recipient <b>1735</b>, allowing a media server <b>826</b> to bridge the connection when both are online, before deleting the callback object <b>1740</b>. An operations analyzer <b>824</b> may then monitor operation of components and communication channels involved in the callback, analyze the results of the attempted callback bridge, and if it was unsuccessful, determine whether a component or communication channel of a callback cloud experiences a failure, and either select an alternate communication channel to complete the callback at a scheduled time or store such results <b>1745</b> for viewing by a later system administrator.

0118<figref idref="DRAWINGS">FIG. 18</figref> is a method diagram illustrating the use of a callback cloud for intent-based active callback management, including a brand interface server, intent analyzer, and broker server, according to an embodiment. According to an embodiment, a callback cloud <b>920</b> may interface with a brand interface server <b>930</b>, which may interface with third-party or proprietary brands of communications devices and interfaces such as automated call distributor systems <b>1805</b>. Through this brand interface, the system may receive a request for a callback to a callback recipient, analyzing their intent from the provided input <b>1810</b>, before a broker server <b>940</b> communicates this request to the callback cloud <b>920</b>, <b>1820</b> and not only exposes but also manages connections and interactions between various brands <b>910</b> and a callback cloud <b>920</b>, <b>1815</b>. The system may then process a callback request <b>1820</b>. Callback requestor intent in this case may indicate how long or what times are preferred for a callback to take place, which may be taken into account for a callback <b>1810</b>. This refers to an individual calling a user of a cloud callback system <b>920</b>, being unable to connect for any reason, and the system allowing the caller to request a callback, thus becoming the callback requester, from the callback recipient, the person they were initially unable to reach. After receiving at least one callback request, a broker server <b>940</b> may further manage dealings between multiple callback requests and more than two requestors or recipients <b>1825</b>, selecting a plurality of specific actions to take during a callback and allocating each selected action to a system component involved in the callback. The broker server <b>940</b> may organize successive or nested callback attempts by user availability and times available, as well as the times the requests are received <b>1830</b>. At least one callback object is then instantiated <b>1835</b>, using a callback manager <b>923</b>, which is an object with data fields representing the various parts of callback data for a callback requester and callback recipient, and any related information such as what scheduled times may be possible for such a callback to take place.

0119Global profiles may then be retrieved <b>1840</b> using a profile manager <b>921</b> in a cloud callback system, as well as an analysis of environmental context data <b>1845</b>, allowing for the system to determine times when a callback may be possible for a callback requestor and callback recipient both <b>1850</b>. When such a time arrives, a first callback is attempted <b>1855</b> to the callback requestor or callback recipient, and if this succeeds, a second call is attempted to the second of the callback requestor and callback recipient <b>1860</b>, allowing a media server <b>925</b> to bridge the connection when both are online, before deleting the callback object <b>1865</b>.

0120<figref idref="DRAWINGS">FIG. 19</figref> is a message flow diagram illustrating the exchange of messages and data between components of a callback cloud for intent-based active callback management, according to an embodiment. Key components exchanging messages in this embodiment include a callback manager <b>1905</b>, a profile manager <b>1910</b>, an environment analyzer <b>1915</b>, an interaction manager <b>1920</b>, and a media server <b>1925</b>. A callback request is made <b>1930</b>, which is forwarded to a callback manager <b>1915</b>. A callback manager then requests profile information on a callback requestor and recipient <b>1935</b>, a profile manager <b>1910</b> then requesting environmental context <b>1940</b> from an environment analyzer <b>1915</b>. Profile information and environmental context information are both sent to the callback manager <b>1945</b>, before an interaction manager is sent the time for an attempted callback <b>1950</b>, which then, at the designated time, sends the relevant IP addresses, usernames, phone numbers, or other pertinent connection information to a media server <b>1955</b>. The call results are sent back to an interaction manager <b>1960</b>, which then sends the finished result of the attempt at bridging the callback to the callback manager <b>1965</b>.

0121<figref idref="DRAWINGS">FIG. 20</figref> is a message flow diagram illustrating the exchange of messages and data between components of a callback cloud for intent-based active callback management, including a calendar server, according to an embodiment. Key components exchanging messages in this embodiment include a callback manager <b>2005</b>, a profile manager <b>2010</b>, an environment analyzer <b>2015</b>, an interaction manager <b>2020</b>, a media server <b>2025</b>, and a calendar server <b>2030</b>.

0122A callback request is made <b>2035</b>, which is forwarded to a callback manager <b>2015</b>. A callback manager then requests profile information on a callback requestor and recipient <b>2040</b>, a profile manager <b>2010</b> then requesting environmental context <b>2045</b> from an environment analyzer <b>2015</b>. Profile information and environmental context information are both sent to the callback manager <b>2050</b>, before a profile manager may request calendar schedules <b>2055</b> from both a callback requestor and a callback recipient, using a calendar server <b>2030</b>. If calendars are available for either or both users, they are forwarded to the callback manager <b>2060</b>. The interaction manager is then sent the time for an attempted callback <b>2065</b>, which then, at the designated time, sends the relevant IP addresses, usernames, phone numbers, or other pertinent connection information to a media server <b>2070</b>. The call results are sent back to an interaction manager <b>2075</b>, which then sends the finished result of the attempt at bridging the callback to the callback manager <b>2080</b>.

0123<figref idref="DRAWINGS">FIG. 21</figref> is a message flow diagram illustrating the exchange of messages and data between components of a callback cloud for intent-based active callback management, including a brand interface server, according to an embodiment. Key components exchanging messages in this embodiment include a callback manager <b>2105</b>, a profile manager <b>2110</b>, an environment analyzer <b>2115</b>, an interaction manager <b>2120</b>, a media server <b>2125</b>, and a brand interface server <b>2130</b>. A callback request is made <b>2135</b>, which is forwarded to a callback manager <b>2115</b>. A brand interface server may identify the devices or services communicating with the callback cloud system <b>2140</b>, and possibly allow for communication back to such services and devices. A callback manager then requests profile information on a callback requestor and recipient <b>2145</b>, a profile manager <b>2110</b> then requesting environmental context <b>2150</b> from an environment analyzer <b>2115</b>. Profile information and environmental context information are both sent to the callback manager <b>2155</b>, before an interaction manager is sent the time for an attempted callback <b>2160</b>, which then, at the designated time, sends the relevant IP addresses, usernames, phone numbers, or other pertinent connection information to a media server <b>2165</b>. The call results are sent back to an interaction manager <b>2170</b>, which then sends the finished result of the attempt at bridging the callback to the callback manager <b>2175</b>.

0124<figref idref="DRAWINGS">FIG. 22</figref> is a message flow diagram illustrating the exchange of messages and data between components of a callback cloud for intent-based active callback management, including a brand interface server and intent analyzer, according to an embodiment. Key components exchanging messages in this embodiment include a callback manager <b>2205</b>, a profile manager <b>2210</b>, an environment analyzer <b>2215</b>, an interaction manager <b>2220</b>, a media server <b>2225</b>, a brand interface server <b>2230</b>, and an intent analyzer <b>2235</b>. After a callback request is made, a brand interface server may forward raw data from the services or applications used in making the request to an intent analyzer <b>2240</b>, before identifying the devices or services communicating with the callback cloud system <b>2245</b> and sending such data to a callback manager. An intent analyzer may then send data on callback request intent <b>2250</b> to a callback manager <b>2205</b>, which may indicate such things as the time a user may want to receive a callback, or what days they may be available, or how long the callback may take, which may affect the availability of timeslots for both a callback requestor and recipient. A callback manager then requests profile information on a callback requestor and recipient <b>2255</b>, a profile manager <b>2210</b> then requesting environmental context <b>2260</b> from an environment analyzer <b>2215</b>. Profile information and environmental context information are both sent to the callback manager <b>2265</b>, before an interaction manager is sent the time for an attempted callback <b>2270</b>, which then, at the designated time, sends the relevant IP addresses, usernames, phone numbers, or other pertinent connection information to a media server <b>2275</b>. The call results are sent back to an interaction manager <b>2280</b>, which then sends the finished result of the attempt at bridging the callback to the callback manager <b>2285</b>.

0125<figref idref="DRAWINGS">FIG. 23</figref> is a message flow diagram illustrating the exchange of messages and data between components of a callback cloud for intent-based active callback management, including a privacy server, according to an embodiment. Key components exchanging messages in this embodiment include a callback manager <b>2305</b>, a profile manager <b>2310</b>, an environment analyzer <b>2315</b>, an interaction manager <b>2320</b>, a media server <b>2325</b>, and a privacy server <b>2330</b>. A callback request is made <b>2335</b>, which is forwarded to a callback manager <b>2315</b>. A callback manager may then request privacy settings <b>2340</b> from a privacy server <b>2330</b>, being forwarded the privacy settings <b>2345</b> from said server, including information on a user's trust circles as needed. A callback manager <b>2305</b> then requests profile information on a callback requestor and recipient <b>2350</b>, a profile manager <b>2310</b> then requesting environmental context <b>2355</b> from an environment analyzer <b>2315</b>. Profile information and environmental context information are both sent to the callback manager <b>2360</b>, before an interaction manager is sent the time for an attempted callback <b>2365</b>, which then, at the designated time, sends the relevant IP addresses, usernames, phone numbers, or other pertinent connection information to a media server <b>2370</b>. The call results are sent back to an interaction manager <b>2375</b>, which then sends the finished result of the attempt at bridging the callback to the callback manager <b>2380</b>.

0126<figref idref="DRAWINGS">FIG. 24</figref> is a message flow diagram illustrating the exchange of messages and data between components of a callback cloud for intent-based active callback management, including a bot server, according to an embodiment. Key components exchanging messages in this embodiment include a callback manager <b>2405</b>, a profile manager <b>2410</b>, an environment analyzer <b>2415</b>, an interaction manager <b>2420</b>, a media server <b>2425</b>, and a bot server <b>2430</b>. A callback request is made <b>2435</b>, which is forwarded to a bot server <b>2430</b>. A bot server may handle a user in a similar manner to an automated call distribution server for example, allowing a user to communicate verbally or textually with it, or it may instead handle results from a chat server and parse the results of a user interacting with another chat server <b>715</b>. A callback manager may then receive parsed callback data <b>2440</b> from a bot server <b>2430</b>. A callback manager <b>2405</b> then requests profile information on a callback requestor and recipient <b>2445</b>, a profile manager <b>2410</b> then requesting environmental context <b>2450</b> from an environment analyzer <b>2415</b>. Profile information and environmental context information are both sent to the callback manager <b>2455</b>, before an interaction manager is sent the time for an attempted callback <b>2460</b>, which then, at the designated time, sends the relevant IP addresses, usernames, phone numbers, or other pertinent connection information to a media server <b>2465</b>. The call results are sent back to an interaction manager <b>2470</b>, which then sends the finished result of the attempt at bridging the callback to the callback manager <b>2475</b>.

0127<figref idref="DRAWINGS">FIG. 25</figref> is a message flow diagram illustrating the exchange of messages and data between components of a callback cloud for intent-based active callback management, including an operations analyzer, according to an embodiment. Key components exchanging messages in this embodiment include a callback manager <b>2505</b>, a profile manager <b>2510</b>, an environment analyzer <b>2515</b>, an interaction manager <b>2520</b>, a media server <b>2525</b>, and an operations analyzer <b>2530</b>. A callback request is made <b>2535</b>, which is forwarded to a callback manager <b>2505</b>. A callback manager then requests profile information on a callback requestor and recipient <b>2540</b>, a profile manager <b>2510</b> then requesting environmental context <b>2545</b> from an environment analyzer <b>2515</b>. Profile information and environmental context information are both sent to the callback manager <b>2550</b>, allowing a callback manager to forward initial callback object data to an operations analyzer <b>2555</b>, before an interaction manager is sent the time for an attempted callback <b>2560</b>, which then, at the designated time, sends the relevant IP addresses, usernames, phone numbers, or other pertinent connection information to a media server <b>2565</b>. The call results are sent back to an interaction manager <b>2570</b>, which then sends the finished result of the attempt at bridging the callback to the callback manager <b>2575</b>. At the end of this sequence, the callback result data, including any failures or lack of ability to bridge a call for a completed callback between at least two users, is forwarded to an operations analyzer <b>2580</b> for possible review by a human, if needed, and for adjustment of the parameters the system uses in attempts to make callbacks for said users.

0128<figref idref="DRAWINGS">FIG. 30</figref> is a message flow diagram illustrating the exchange of messages and data between components of a callback cloud for intent-based active callback management, including a brand interface server, intent analyzer, and broker server, according to an embodiment. Key components exchanging messages in this embodiment include a callback manager <b>3005</b>, a profile manager <b>3010</b>, an environment analyzer <b>3015</b>, an interaction manager <b>3020</b>, a media server <b>3025</b>, a brand interface server <b>3030</b>, an intent analyzer <b>3035</b>, and a broker server <b>3090</b>. After a callback request is made, a brand interface server may forward raw data <b>3040</b> from the services or applications used in making the request to an intent analyzer <b>3035</b>, before identifying the devices or services communicating with the callback cloud system and sending such data to a broker server <b>3090</b>, which identifies and exposes brand information <b>3045</b> to the callback cloud while managing connections between the callback cloud and various brands. An intent analyzer may then send data on callback request intent <b>3050</b> to broker server <b>3090</b>, which forwards this information to a callback manager <b>3005</b>, which may indicate such things as the time a user may want to receive a callback, or what days they may be available, or how long the callback may take, which may affect the availability of timeslots for both a callback requestor and recipient. A callback manager then requests profile information on a callback requestor and recipient <b>3055</b>, a profile manager <b>3010</b> then requesting environmental context <b>3060</b> from an environment analyzer <b>3015</b>. Profile information and environmental context information are both sent to the callback manager <b>3065</b>, before an interaction manager is sent the time for an attempted callback <b>3070</b>, which then, at the designated time, sends the relevant IP addresses, usernames, phone numbers, or other pertinent connection information to a media server <b>3075</b>. The call results are sent back to an interaction manager <b>3080</b>, which then sends the finished result of the attempt at bridging the callback to the callback manager <b>3085</b>.

0129<figref idref="DRAWINGS">FIG. 31</figref> is a block diagram illustrating an exemplary system for a cloud-based virtual queuing platform <b>3100</b>, according to an embodiment. A cloud-based virtual queuing platform <b>3100</b> establishes and manages virtual queues associated with real or virtual events hosted by entities <b>3102</b> and attended by end-devices or person's with end-devices <b>3101</b>. The benefits of cloud-based queue management comprise cost savings, security, flexibility, mobility, insight offerings, increased collaboration, enhanced quality control, redundant disaster recovery, loss prevention, automatic software updates, a competitive edge, and sustainability. A cloud-based virtual queuing platform <b>3100</b> may comprise a web-based (e.g., mobile or desktop browser) or some other Internet-based means (CLI, mobile and desktop applications, APIs, etc.) to create, manage, and analyze queues that may be accessed remotely by the hosting entity <b>3102</b>. A cloud-based virtual queuing platform <b>3100</b> may comprise an application-based means to create, manage, and analyze queues that may be accessed remotely by the hosting entity <b>3102</b>. Entities <b>3102</b> may communicate to a cloud-based virtual queuing platform <b>3100</b> via on-premise servers, the entity's own cloud-based environment, desktop and laptop computing platforms, mobile platforms, and comparable devices. Likewise, persons wishing to join, leave, or get the status of a queue (other reasons may exist, e.g., transfer queues) may use any electronic means that the entity <b>3102</b> may use. Referring now to <figref idref="DRAWINGS">FIG. 32</figref>, entities <b>3102</b> and end-devices <b>3101</b> may communicate over a plurality of communication networks (Internet, Satellite, PSTN, Mobile networks, Wi-Fi, BlueTooth, NFC, etc.) <b>3201</b> to a cloud-based virtual queuing platform <b>3100</b>.

0130The cloud based virtual queuing platform <b>3100</b> as described herein may make use of the embodiments from the previous figures and referenced applications by combining prior embodiments with at least one of the one or more components from the embodiments described henceforth. For example, a cloud platform for virtual queuing <b>3100</b> may employ a callback cloud <b>920</b> and/or user brands <b>910</b> as previously described to facilitate any features necessitated by the aspects of a cloud platform for virtual queuing <b>3100</b> as disclosed herein. As a specific example, a callback cloud <b>920</b> may handle the text and voice services used in a cloud platform for virtual queuing <b>3100</b>. Additionally, any previous embodiments may now implement the queue service <b>3200</b> as described in the following paragraphs and figures. For example, previous embodiments are directed towards call center applications. therefore, the queue service <b>3200</b> and its aspects as described herein, may better facilitate the queueing aspects of the call center embodiments or provide enhancements not disclosed in the previous embodiments.

0131<figref idref="DRAWINGS">FIG. 33</figref> is a block diagram illustrating an exemplary system architecture for a queue service <b>3200</b>. According to one embodiment, A queue service <b>3200</b> may make use of one or more, or some combination of the following components: a queue manager <b>3301</b>, a queue sequencer <b>3302</b>, a queue load balancer <b>3303</b>, a prediction module <b>3304</b>, a notification module <b>3305</b>, a security module <b>3306</b>, an analysis module <b>3307</b>, and one or more databases <b>3308</b>.

0132A queue manager <b>3301</b> interfaces with entities and end-devices according to one embodiment. In another embodiment, a queue manager <b>3301</b> may use a callback cloud <b>920</b> to initiate messages and data flow between itself and entities and end devices. According to another embodiment, a notification module <b>3305</b> may take over notification functions to entities and end-devices. In yet another embodiment, a notification module <b>3305</b> instructs a callback cloud <b>920</b> as to what messages to send and when. According to an aspect of various embodiments, a notification module <b>3305</b> may manage notifications to end-devices based on a notification escalation plan, whereby notifications a means are dynamically adjusted based on a set of rules. According to one embodiment, a queue manager <b>3301</b> may handle the managing of a plurality of simple queues without the need for the other modules <b>3302</b>-<b>3307</b>, i.e., if the simple queues require no authentication, security, analysis, predictions, and other aspects, then a queue manager <b>3301</b> may be all that is required. The previously mentioned aspects may be implemented based on a pricing scheme, according to one embodiment. A tiered-pricing cloud-based virtual queuing platform wherein the tiered pricing is based off the features available to the entities. According to one embodiment, a queue manager <b>3301</b> works in tandem with other modules <b>3302</b>-<b>3307</b> to provide the full functionality of the features disclosed herein specifically in regards to handling sequences of queues.

0133Sequenced queues comprise two or more queues that are sequential, meaning at least one of the queues comes before another queue. Sequential queues may comprise parallel queues, meaning that one of the sequential queues is comprised of more than one queue for the same event. According to one embodiment, sequenced event queue management may be handled by a queue sequencer <b>3302</b>. Examples of sequenced events with associated sequenced lines include air travel, zoos, concerts, museums, interactive galleries, theme parks, and any event with multiple required or optional queues. Sequential queues may not typically be treated with a first-in-first-out algorithm because the rate at which one person completes a queue may not be the same as a different person. Consider air travel; the first line (check-in) of a sequence of lines (subsequently at least security and then boarding lines) is checking in at an airport. A person with no checked baggage will make it through faster than a person with baggage to be checked; and a person who preprinted their boarding pass is even faster.

0134The queue sequencer <b>3302</b> may be supplemented by a queue load balancer <b>3303</b> that manages the load across a plurality of queues, parallel or not, and sequential or not. The queue load balancer <b>3303</b> may take predictions from a prediction module <b>3304</b> to better manage wait times across the plurality of queues. Continuing with the air travel example; a queue load balancer <b>3303</b> may distribute persons across queues for the same event (multiple security queues, etc.) and may consider many factors. One factor may be distributing persons who all belong to a single group into different parallel queues, so that the group may finish clearing the queue(s) more closely in time than had they all queued at just one queue, rather than spread across multiple parallel queues. Another factor may be the consideration of a route a person or group of persons has to take to make it to the first queue or a subsequent queue. Still more factors may be alerting the entity to open or close more queuing lanes or to produce more or less manual or automatic scanners. A factor may also be to consider the estimated time of arrival for some individuals and yet another factor may be whether some individuals are willing to wait longer than others. In some embodiments the queue sequencer <b>3302</b> and queue load balancer <b>3303</b> work in tandem with the prediction module <b>3304</b> to run simulations of queues in order to achieve the minimal wait times possible. Simulations may have goals other than minimal wait times, e.g., to maximize distance between persons during a pandemic.

0135As one example, expanding on the routing factor, a prediction module <b>3304</b> may run simulations (using machine learning, according to one embodiment) where the possible combinations of each queued person and the possible wait-times of a sequence of queues is iterated over to find the optimal configuration of persons across all queues. A specific example may be a simulation which considers all the possible airline check-in counters, their physical location in relation to one or more security lines and each other, their historical check-in rates, the distance to trams, buses, and the like, the passengers and the requirements of their check-in (baggage, wheelchair service, preprinted ticket, groups size, etc.), when the passengers may arrive (using GPS or explicit requests for estimated time of arrival and mode of transportation), passenger walking rate (using sensors), departure times, and other factors such that the simulation produces an optimal time-to-check-in notification to each passenger. Simulations may be constrained not to create a perceptible unfairness to a queue. For example, putting a group of five people who just arrived in front of a single person who has been waiting onsite for a significant amount of time. This invention may also be used in air travel arrivals, expediting baggage claim processes and transportation services. These scenarios are merely exemplary and not to be limiting in any way. Many factors exist across multiple domains and likewise for the types of constraints for simulations.

0136According to various embodiments, a single queue is used for both walk up users scanning the QR code with a mobile device and users who book a spot in the queue using the web UI (e.g., webpage or webapp, etc.). In this case, users are in a single queue, however, the users who booked online have priority for that time slot they booked. So for instance, if the queue currently has a two hour wait time at 2 p.m., and a user books a time slot for 3 p.m., when 3 p.m.

0137approaches the user will be prioritized and will be notified to enter the physical queue. The queue load balancer <b>3303</b> and prediction module <b>3304</b> work together to account for these time slots, the total people per time slot, and factor it into the predictive models to produce an accurate estimated wait time for walk-ups joining the virtual queue, according to some embodiments. In other words, if a user walks up and enters the virtual queue, the estimated wait time is taking into account all the users ahead of him or her including the ones in overlapping time slots. Additionally, if a user booked a time slot for 1 p.m. and the user shows up early at 12:30 p.m. and scans the QR code, the user will be provided the queue estimated wait time and given the option (e.g., via an SMS message, email, messaging application, etc.) to keep the booked time slot or cancel the booked time slot and enter the queue like anyone else (that way if the estimated wait time is less than 30 minutes, the user can enter the queue early and not have to wait around).

0138Factors described above and elsewhere herein may be informed and/or supplemented using large or small data repositories (both private and public), streaming real-time (or near-real-time) data (e.g., traffic, etc.), sensor data, “Big Data”, and many other sources of data <b>3308</b>.

0139Another example from a separate domain is the emergency room (ER). The various hospital departments/clinics, staffing, and procedures that go into the ER service forms a complex logistical system that must be adhered to for regulatory and safety reasons. A queue service <b>3200</b> may be used with a predictive medical prognosis module (not illustrated) or simply data entries from front desk staff to prioritize patient queuing. Scheduling ER visits is also possible given the proper circumstances and may reduce wait times. Scheduling appointments and managing walk-ins spans multiple domains and is another factor that is considered by a queue service <b>3200</b>.

0140According to some embodiments, the queue service <b>3200</b> and/or cloud platform for virtual queuing <b>3100</b> may be configured to integrate with one or more internet-of-things (IoT) devices and/or sensors in order to facilitate data exchange between the one or more IoT devices and sensors and the queue service <b>3200</b> and/or platform <b>3100</b>. In some embodiments, one or more IoT devices and/or sensors may be used to detect the number of people in the physical queue and use that information in conjunction with queue load balancer <b>3303</b> and/or prediction module <b>3304</b> to automatically adjust the throughput of the users being dequeued. Types of IoT devices and/or sensors that may be used include, but are not limited to, thermal sensors, pressure sensors, force sensors, vibration sensors, piezo sensors, position sensors, photoelectric sensors, switches, transducers, and cameras. In some embodiments, received sensor data may be processed using one or more algorithms best suited for processing the particular type of data received from the sensor. For example, a camera may be set up to watch the queue and return live video data to the queue service <b>3200</b>, which may be configured to apply facial recognition algorithms in order to determine the number of unique faces in the queue, and thus the number of individuals waiting in the queue. As another example, one or more pressure sensors may be deployed in the path of the queue and when pressure is detected and the data sent to queue service <b>3200</b>, it may determine each set of pressure data corresponds to a new individual entering or leaving the queue. In yet another embodiment, multiple sensors of different types may be used simultaneously in order to determine the number of people waiting in a queue.

0141According to an embodiment, upon determination of the number of people in a queue, queue service <b>3200</b> may automatically predict and adjust the queue wait times and subsequently the throughput of the users being dequeued.

0142A security module <b>3306</b> may be used to generate QR codes, one-time passwords, two-factor authentication codes, and the like. A security module <b>3306</b> may automatically authentic queued persons at biometric stations, NFC stations, entity scanning devices, or use similar technologies which may identify the uniqueness of a device or person. A security module <b>3306</b> may receive an acknowledgement from an entity from a manual verification, or a verification using the entities own equipment (using APIs as one example). A security module <b>3306</b> may report the success or failure of an authentication attempt to a 3^rdparty, such as security forces or electronic alarm. The success or failure of an authentication attempt may drive the next steps of one or more components of a cloud based virtual queuing platform <b>3100</b>. A security module <b>3306</b> may monitor sensors that checks if the correct amount of people enters a designated location. For example, a hotel may use the disclosed invention to automate check-ins; where NFC beacons at the front desk identify the person at the front desk by scanning the device which would have been pre-registered with the guest's profile and could then could trigger the release a locked compartment containing the guest's room key and hotel information. Additionally, rules may be implemented which do not allow the release of the locked compartment if the queued person's turn was not up or has past.

0143An analysis module <b>3307</b> may provide statistical analysis of past, current (i.e., real-time), and future (i.e., predicted) queue metrics. <figref idref="DRAWINGS">FIG. 40</figref> is exemplary graph output <b>4000</b> from an analysis module <b>3007</b> illustrating the throughput of a queue during a half-hour timeframe. Over time machine learning could predict what throughput future timeframes may hold. <figref idref="DRAWINGS">FIG. 41</figref> is another exemplary graph output <b>4100</b> from an analysis module <b>3007</b> illustrating a 10-minute time-block analysis from 4:00 AM to 1:00 PM of wait-times experienced in a queue, represented as different shadings (simplified for illustrative purposes). Analysis reports may comprise metrics such as total parties, total people, average party size, average queue length, average throughput, average wait, and other comparable metrics.

0144<figref idref="DRAWINGS">FIG. 34</figref> is a block diagram showing an exemplary use of a cloud-based queue service <b>3200</b>, according to one aspect. Using the scenario of air travel, a passenger or a group of passengers may approach a queue in an airport. At the beginning of the queue, a sign may be displayed such as the one <b>3700</b> illustrated in <figref idref="DRAWINGS">FIG. 37</figref>. Where the sign <b>3700</b> comprises a QR code <b>3401</b> that auto generates a text message on the user's end-device, and that text message is sent to a cloud-based queue service <b>3200</b> from the end-device and initializes the queueing service provided by the invention. According to one embodiment, this sign could be scanned by a single passenger or a group of passengers for a sequence of queues. According to one other embodiment, this sign could initialize the passenger or group of passengers for a just one queue. According to yet another embodiment, this sign may be scanned by just one passenger from a group of passengers for a single queue or a sequence of queues for the whole group. According to another embodiment, this sign may be scanned by each passenger in a group of passengers for a single queue or a sequence of queues. Once the QR code <b>3401</b> is scanned by an end-device <b>3400</b>, a text message <b>3402</b> may be automatically generated <b>3451</b> on the scanning device <b>3400</b>. The end-device <b>3400</b> sends <b>3452</b> the text message to a cloud-based virtual queuing platform <b>3100</b>. A cloud-based virtual queuing platform <b>3100</b> updates <b>3453</b> the queue <b>3403</b> based on the received message <b>3402</b> and sends <b>3454</b> a confirmation notification <b>3404</b> back to the end-device <b>3400</b>. As the reserved place in the queue approaches, further notifications <b>3405</b> are sent <b>3455</b> to the end-device <b>3400</b> based on a set of notification escalation rules. Once the queued person or persons arrive at the queue destination <b>3406</b>, and having checked-in (and authenticated their identity or the end-device's, according to some embodiments) at their designated time <b>3456</b>, the queue <b>3403</b> may be updated accordingly <b>3457</b>.

0145Exemplary tables of notification escalation rules are illustrated in <figref idref="DRAWINGS">FIG. 44</figref> and <figref idref="DRAWINGS">FIG. 45</figref>. <figref idref="DRAWINGS">FIG. 44</figref> is a table diagram showing an exemplary and simplified rules-based notification escalation plan <b>4400</b>. The notification type may be configured by the user, or by an administrator, or some combination thereof, based on the desired operating business parameters. When a queued person is 20 minutes out, 10 minutes out, and due to show for a queued reservation, the person's end-device may be notified via their stored preferred communication method if present, or it may default to text-based notifications or some other communication means. According to one embodiment, push notifications may be sent via a browser or application. Should the queued person not show on time, the end-device may receive one last preferred reminder/notification. As time passes, an IVR system may call the end-device and present the user with a series of options such as extending the time to show up by a few minutes or to reschedule the time-slot. Should the IVR call fail, or according to some other parameter, an automated message may play over the intercom if available. As a last resort, a call center agent may place an outbound call to the queued person's end-device to try to resolve the tardiness issue. Call centers with call blending capabilities may make such outbound calls. This table is merely exemplary and meant to convey just one scenario of rules. Many configurations and implementations exist using various means of communication and feedback mechanisms.

0146For example, <figref idref="DRAWINGS">FIG. 45</figref> is a table diagram showing an exemplary and simplified rules-based notification escalation plan that further uses location data <b>4500</b>. Using one or a plurality of sensors, the location of a person may be known or predicted for some time in the future (i.e., using map and traffic data and the end-device's GPS as one example). If the position in the queue is held at some time X, and the estimate time of arrival using location data for said queued person is Y, then Time Δ=X−Y. Therefore, any negative value of Time A is a likely scenario that a queued person will not show up at the expected time. Similarly, should Time A be a positive value, i.e., a person or group will show up earlier than expected a queue load balancer <b>3303</b> may reorganize queued persons to facilitate the early arrival. A rule set <b>4500</b> may be created and applied for such situations. Other rule sets may be created for various aspects of the queuing procedure. Additionally, location data may be used by a prediction module <b>3304</b> to predict the future location of queued persons.

0147<figref idref="DRAWINGS">FIG. 35</figref> is a method diagram illustrating the use of a cloud-based virtual queuing platform with an end-device, according to an embodiment. A cloud-based virtual queuing platform <b>3100</b> receives a request from an end device to join a queue <b>3500</b>. The request may also be to leave a queue if already slotted, or change places in a queue, or request more time to get to the queue destination, change the party size, transfer between queues, or to request the status of a queue.

0148A cloud-based virtual queuing platform <b>3100</b> updates one or more queues based on the type of request, i.e., based on at least one of the scenarios presented above <b>3501</b>. Configuration changes may occur within components <b>910</b>, <b>920</b>, and <b>3301</b>-<b>3308</b> of a cloud-based virtual queuing platform <b>3100</b> based on certain request scenarios. For example, a request for more time to reach the destination if a person or persons is running late may cause a queue load balancer <b>3303</b> and/or a prediction module <b>3304</b> to adjust their algorithmic parameters, which in the end may still update the queues.

0149A confirmation will be sent back to the end-device to confirm a successful or failed request attempt <b>3502</b>. Requests may also be sent to the entity as desired or stored in a database or blockchain. Failed or suspicious for requests may activate alarms or trigger security sequences within a security module <b>3306</b>.

0150Periodic updates may be sent to the end device, entity, or some combination thereof <b>3503</b>. As described previously, notifications, i.e., periodic updates, maybe sent according to a rule set (e.g., notification escalation plan). Notifications may be sent over any type of communication means, any combinations of said communication means, and in any frequency as necessary.

0151Notifications may or may not adjust as the time nears when a queued person or persons should begin to move towards the queue destination <b>3504</b>. Adjustments may be as described above using notification escalation plans. According to one embodiment, alerts may be sent over devices that are not the end-device, such as an intercom or pager system. According to one embodiment, a prediction module <b>3304</b> uses routing algorithms and machine learning to determine the amount of time needed for a person or persons to get to the destination in time. The routing algorithms and machine learning not only considers the person who is currently at the front of the queue, but may consider any combination of persons across some or all queues and any combination of some or all persons in some or all queues.

0152A cloud-based virtual queuing platform <b>3100</b> is notified once the person or persons has checked in <b>3505</b>. A successful notification may depend on whether or not that person or persons have been successfully authenticated, according to one embodiment. Notification that the individual or individuals have checked-in may update queues or trigger other actions according to the embodiments set forth herein.

0153One such update to the queue may be to remove the queued individual or individuals, i.e., the individual's or individuals' end-devices, from the queue <b>3506</b>. Should the individuals be in a sequential queue, then the individuals may be transferred to a different queue in addition to being removed from the queue they were previously in.

0154<figref idref="DRAWINGS">FIG. 36</figref> is a method diagram illustrating another use of a cloud-based virtual queuing platform with an end-device, according to an embodiment. In this embodiment, follow-up text messages are sent to an end-device to request further information. The information may be required or not depending on the application. The information may be used to more accurately predict wait-times, slot the appropriate number of persons in a queue, or other queue-based parameters.

0155A group of travelers may scan a QR code <b>3401</b> as illustrated in the sign <b>3700</b> in <figref idref="DRAWINGS">FIG. 37</figref>, whereby after sending the automatically generated request <b>3402</b>/<b>3600</b>, the end-device receives a request for information in the form of a text, as one example, from a cloud-based virtual queuing platform <b>3100</b> as to the number of passengers in the group <b>3601</b>. A cloud-based virtual queuing platform <b>3100</b> may then accumulate the required number of slots <b>3603</b> from the reply <b>3602</b> in one or more queues as calculated by the queue load balancer <b>3303</b>. Like <figref idref="DRAWINGS">FIG. 35</figref> explains, a sequence of notifications <b>3604</b>-<b>3607</b> may then be sent to the end-device(s) and to the entity until the group has checked-in and has been removed from the queue <b>3608</b>.

0156<figref idref="DRAWINGS">FIG. 38</figref> and <figref idref="DRAWINGS">FIG. 39</figref> are block diagrams illustrating an exemplary mobile application (or web-based/browser-based according to one embodiment) used in bi-directional communication between a cloud-based virtual queuing platform and an end-device, according to an embodiment. <figref idref="DRAWINGS">FIG. 38</figref> shows how a person may reserve a spot in a security checkpoint line for a group of 4 using a web-based or app-based mobile solution <b>3800</b>. While <figref idref="DRAWINGS">FIG. 39</figref> shows a confirmation screen following the reservation screen in <figref idref="DRAWINGS">FIG. 38</figref><b>3900</b>.

0157<figref idref="DRAWINGS">FIG. 42</figref> is a flow diagram illustrating a web-based GPS aspect of a cloud-based virtual queuing platform, according to an embodiment. According to one aspect of various embodiments, GPS is used to track a queued person or persons and may also be used to predict estimated-time-of-arrivals and to then use that information to dynamically adjust one or more queues. This figure illustrates just one method of gaining access to and implementing GPS functionality.

0158According to this embodiment, a URL is sent <b>4200</b> to an end-device that directs the end-device to a webpage that asks for access to the end-device's loation <b>4201</b>. The URL may be sent by any number of communication means (text, email, etc.). According to another embodiment, GPS access may be granted through a partnering application or a bespoke application.

0159The GPS data is then used at least by itself to determine the location of the queued person <b>4202</b>. If traveling in a group, an automated message could be sent to the tracked person asking if the whole group is present therefore providing location data for the whole group using one GPS. The locality data may be used with 3^rdparty data (such as map and traffic data, public transportation data, news, social media, and “Big data”) to make predictions and manage one or more queues. Predictions using the GPS and 3^rdparty data may estimate the time of arrival for a plurality of people <b>4202</b>. The plurality of data may be used to suggest specific travel routes or incentives for some individuals so that they arrive at a specific time in order to balance the queue load. For example, if the data shows a large influx of people are requesting or plan to arrive within a short time window, new route suggestions may be sent to some individuals to increase the total travel time and discounts for future events may be offered as an incentive. Continuing with this example, other individuals may be offered a coupon to a coffee shop which is on-route to the queue destination, in the expectation that some percentage will take advantage of the coupon thus better balancing the queue throughput for that high-influx time window. Other predictions and uses are anticipated using location data, sensors, 3^rdparty data, and combinations thereof in order to better manage and balance one or more queues.

0160In a first <b>4200</b> and second <b>4201</b> step, the URL is sent to an end-device <b>4200</b> which leads to a browser that requests permission for the GPS <b>4201</b>. The initial GPS reading skips steps <b>4202</b> and <b>4203</b> as they are “as necessary”, and checks if the queued person is going to arrive on time <b>4205</b>. If the person is predicted to be on-time, then notifications are sent as normal, set by the notification escalation plan <b>4207</b>. If the person is not to be on-time and has not departed for the queue destination <b>4206</b>, then notifications will be sent according to the notification escalation plan using those two parameters <b>4205</b>/<b>4205</b>. If the person will not be on-time but is in-route, then the queue may be updated <b>4203</b> and if a prediction module <b>3304</b> determines a new (may be shorter, longer, or the same based on load balancing) route, the new route is sent to the end-device <b>4204</b>. It may also be the case that the delay caused by the queued person requires some shifting of other queued persons, an incentive may be sent to one or more queued people <b>4204</b>. At some point in time, given the queued person makes it to the queue destination, he, she, or they will be checked-in <b>4208</b> and the queue may be update appropriately <b>4209</b>.

0161Referring now to <figref idref="DRAWINGS">FIG. 43</figref>, steps <b>4300</b>-<b>4308</b> reflect the previous figure's steps, <b>4200</b>-<b>4208</b> respectively, with the exception that in a set of sequential queues, a person or persons may be transferred to the next sequential queue <b>4309</b>, unless that queue was the last in the sequence. It is also correct to declare that <figref idref="DRAWINGS">FIG. 42</figref> may be applied to sequential queues as a person or persons would inherently be removed from a previous queue in a sequence of queues after being transferred to the next queue in the same sequence.

0162<figref idref="DRAWINGS">FIG. 46</figref> is a message flow diagram illustrating the exchange of messages and data between components of a cloud-based virtual queuing platform used in sequential event queue management, according to an embodiment. An initial check-in message is received by a queue manager <b>3301</b>. Automated texting and callback technology may be triggered to ask one or more follow up questions to get more information. The follow up questions may be required or optional. A prediction module <b>3304</b> uses the available information to make the best check-in time recommendations, the amount of time needed to clear each queue, and so forth. The requesting party may then be placed in the first queue in the sequence based on the operating parameters (either by recommendations or explicit requests). The queue sequencer <b>3302</b> sends updated queue information to the queue manager <b>3301</b> which may trigger periodic notifications to be sent to the party.

0163A queue load balancer <b>3303</b> uses real-time queue information from a queue sequencer <b>3302</b> and predictions from a prediction module <b>3304</b> to keep the wait times to a minimum across the plurality of queues. The queue load balancer <b>3303</b> may be configured to prioritize other goals instead as disclosed elsewhere herein. As also disclosed elsewhere, the queue load balancer <b>3303</b> may use detours, incentivized delays, and coupons to adjust the flow of traffic through an event, both spatially and/or temporally. For example, a virtual event may not have spatial restrictions but network congestion restrictions, wherein queued persons may be presented with advertisements or media to control the flow of the queue. These aspects may be optional for queued persons with incentives to choose to wait longer than others, such as the airlines industry does when a flight is overbooked.

0164Once the party has checked-in to the first line successfully, the party is slotted into the next sequential queue. Throughout the whole sequential queue process, the queue load balancer <b>3303</b> is maintaining the optimal wait time configuration. This process of checking-in, maintaining bi-directional communication with the party (i.e., end-device), and maintaining optimal wait times is iterated through each line until the party clears the final queue.

0165<figref idref="DRAWINGS">FIG. 47</figref> is a flow diagram illustrating a load-balancing aspect of a cloud-based virtual queuing platform, according to an embodiment. This figure illustrates only one algorithmic aspect of a load balancer <b>3303</b>. This aspect is the balancing of parallel queues, wherein parallel queues are queues all leading to the same outcome/destination.

0166In a first step <b>4700</b>, the average wait time (wait time(s) could also be measured against some other parameter, e.g., even if one queued person has to wait more than X minutes, etc.) is compared a set threshold limit. If the average wait time has not surpassed the limit, then the operation continues as normal <b>4701</b>. If the limit has been surpassed, then it is determined if a new queue is available <b>4702</b>. This may be accomplished by storing entity profiles in a database, having such information as how many queues (or check-in stations) may be established. This applies for many aspects of the entity. According to one embodiment, entities may be sent automatic messages requesting such information if it is not known. If it cannot be established that another queue is possible, or that another queue is not possible, then incentives may be sent out to a calculated set of queued persons <b>4704</b> if available <b>4703</b>. If not, then at least a notification is sent out to the effected parties, including the entity in some embodiments <b>4705</b>.

0167If a new queue may be established or an already existing parallel queue does not exist <b>4706</b>, then the entity is notified to establish (e.g., man a check-in counter, place or power on an automated check-in means) a parallel queue <b>4707</b>. That is unless the entity does not need to perform any actions to instantiate a parallel queue. According to one embodiment, a cloud-based virtual queuing platform may send an electronic signal instantiating a new check-in apparatus/destination/virtual or physical point. For example, the electronic signal may turn on a “lane open” sign and boot an NFC beacon within a turn-style. If it so happens that a turn of events in-fact does not lead to wait times under the threshold, the effected parties may be notified <b>4705</b>. However, it is likely that this algorithm combined with the other factors calculated by a cloud-based virtual queuing platform, i.e., the iterative queue simulations solutions, will provide a decreased average wait time. If it is determined that adding a new queue (or that an already existing queue is not at capacity) <b>4708</b> than notifications may be sent instructing individuals and groups to adjust accordingly <b>4709</b>. The cloud-based virtual queuing platform may be configured to allow an individual or group of individuals to book a time slot in a queue using a mobile device (e.g., smartphone, tablet, smart wearable, etc.); the individual or group can overflow into another queue if it has availability. For example, if two airlines use the same gate, but different security checkpoints, and there is availability at one checkpoint and not the other, the platform can automatically overflow the individual or group to the other checkpoint so they can still book the desired virtual queue time slot. In such a case, a notification may be sent to individuals who have been ‘overflowed’ via various communication channels including, but not limited to, SMS, email, and other messaging applications (e.g., WhatsApp, etc.).

0168Not shown in this diagram are other considerations such as the economic cost of operating additional queues, pandemic considerations such as separating persons by vaccination-status, and other queue-related considerations. According to some embodiments, the wait time threshold <b>4700</b> may be compared against the time decreased by adding additional queues <b>4708</b>, and if the wait time difference is significant enough, shuffle queued people around <b>4707</b> regardless if the new wait time <b>4708</b> is under the threshold <b>4700</b>.

0169<figref idref="DRAWINGS">FIG. 48</figref> is a method diagram illustrating a one-time password aspect in a cloud-based virtual queuing platform, according to an embodiment. This figure illustrates one method of implementing an authentication feature. The authentication in this example is a one-time use password that is given to the end-device and to the entity. According to one aspect, the password is only given to the end-device after a successful biometric authentication. According to another aspect, the entity is a business device that a business user uses to manually verify the password with the queued person. For example, a one-time password may be sent to both the queued person and the entity via text, email, or the like. Upon arrival, the queued person reads the one-time password to the business employee. According to one other aspect, the business employee may send a reply message back to a cloud-based virtual queuing platform confirming the queued person checked-in successfully. According to one aspect, the entity is an electronic device that is capable of verifying the one-time password such as a kiosk.

0170According to a first step <b>4800</b>, a cloud-based virtual queuing platform receives a request for an appointment or a position in a queue. Requests may be other actions such as to leave a queue, etc. In a second step, the virtual queue may be updated based on the request <b>4801</b>. A third step comprises sending a notification of appointment confirmation with one-time password to both an entity and a queued end-device <b>4802</b>. Periodic updates may be sent to the end-device per a rule set <b>4803</b>. In a fourth step <b>4804</b>, an alert is sent to end-device (and the entity in some embodiments) to notify individual their turn is coming up or is up. Individuals are then authenticated using the onetime password via at least one of the implied or explicit methods disclosed herein. A notification of successful check-in may be automatically sent from an entity device or manually sent which is received by the cloud-based virtual queuing platform <b>4805</b>. In a sixth step <b>4806</b>, the end-device is removed from the virtual queue.

0171<figref idref="DRAWINGS">FIG. 49</figref> is a block diagram illustrating an exemplary system architecture for a queue manager <b>4900</b> with task blending and accumulation, according to an embodiment. According to various embodiments, a queue manager <b>4900</b>, features the same functions as in previous embodiments disclosed herein, and further comprises a task blending service <b>4901</b> and an accumulation service <b>4902</b>. Task blending <b>4901</b> is an improved version of call blending found in some call centers. Call blending gives the ability to deliver both inbound and outbound calls seamlessly to an agent, regulating outbound call volume based on inbound traffic. When inbound traffic is low, outbound calls are automatically generated for a specified campaign. When inbound traffic picks up, the dialer dynamically slows the number of outgoing calls to meet the inbound service level. Task blending further improves upon this by additionally redirecting computational resources for other tasks when queue throughput is low. According to various embodiments, callback clouds and cloud-based virtual queuing platforms as disclosed herein may comprise components that employ call blending or task blending.

0172Referring now to <figref idref="DRAWINGS">FIG. 50</figref> and <figref idref="DRAWINGS">FIG. 52</figref>), to begin the implementation of a task blending service, queue throughput should be modeled historically and/or predicted <b>5200</b>. For example, <figref idref="DRAWINGS">FIG. 50</figref> illustrates a queue throughput between the hours of 4 AM and 8 PM <b>5000</b>. With a future queue throughput modeled <b>5001</b>, low throughput times may be identified <b>5002</b>-<b>5004</b> and used for call blending and task blending. According to one aspect, queue throughput may be modeled in real time, using calculus to derive instantaneous rates of change that may show the queue flow rate is decreasing.

0173According to one embodiment, low throughput queue flow may be used to trigger the reallocation of computational resources that were previously used for real-time queue simulations see at least prediction module <b>3304</b> features in previous figures for queue-configuration optimization simulations <b>5201</b>. Real-time queue simulations refer to optimizing persons in a queue where the queue configuration is already established. Queue-configuration optimization simulations on the other hand uses queue theory to make recommendations physically and logistically for queues <b>5202</b>. It is possible to implement recommended queue reconfigurations while persons are in a queue, but this is not recommended from a customer service standpoint. Furthermore, queue-configuration optimization simulations employ queue theory as well as other considerations. For example, a consideration of the queue's physical layout in space, the queue's possible physical arrangements, and the queue's physical relations to other queues. According to one aspect, determining optimal placement and configurations of many queues may be computationally intensive because it is similar to approximating solutions for the traveling salesman dilemma.

0174Queue theory optimized simulations may make use of Little's rule which provides the following results:

0000<br /><i>L=λW; L</i>_q<i>=λW</i>_q

0175Where λ is the mean rate of arrival and equals 1/E[Inter-arrival-Time], and where E[.] denotes the expectation operator. W is the mean waiting time in the system. L_qis the mean number of customers in the queue. W_qis the mean waiting time in the queue. The first part of the above applies to the system and the second half to the queue, which is a part of the system.

0176Another useful relationship in the queue is:

0000<br /><i>W=W</i>_q<i>+p </i>

0177Where p is the mean service rate and equals 1=E[Service-Time]. The above provides the mean wait in the system which is the sum of the mean wait in the queue and the service time (1/μ).

0178Furthermore, queue theory makes use of at least 4 models as illustrated in <figref idref="DRAWINGS">FIG. 51</figref>. In <figref idref="DRAWINGS">FIG. 51</figref>, there are four models each with an arrow <b>5101</b> representing arrivals, a series of circles representing a queue <b>5102</b>, one or more service facilities <b>5103</b>-<b>5106</b>, and a departure arrow <b>5107</b>. The first model is a single-channel, single-phase system <b>5100</b><i>a. </i>The second model is a single-channel, multi-phase system <b>5100</b><i>b. </i>The third model is a multi-channel, single-phase system <b>5100</b><i>c. </i>The fourth model is a multi-channel, multi-phase system <b>5100</b><i>d. </i>

0179Queue theory (the equations and queue models), physical restrictions, physical relations, and other queue data is used to simulate the optimal configuration of one or more queues <b>5202</b>. The results of the plurality of simulation are analyzed for the optimal configurations <b>5203</b>. These simulations may be provided a set of parameters by host entities. Produced recommendations are delivered via the various communication methods disclosed herein, e.g., web-based, app-based, text, etc. <b>5204</b>. Queue-configuration optimization simulations may be computed at any time, not just during off-peak queue times. However, if resources are limited, task blending may be appropriate.

0180An accumulation service <b>4902</b> functions to supplement disclosed queue management processes by best reserving discrete positions in a queue for a group. For example, a group of 12 requests placement in a virtual queue, but the virtual queue may not have 12 continuous spots for a variety of reasons. An accumulation service <b>4902</b> will reserve open spots, i.e., accumulate available positions in the queue, until the request is fulfilled. An accumulation service <b>4902</b> may call to a queue load balancer <b>3303</b> to rearrange persons to expedite the accumulation. This may mean adjusting select individuals for detours or incentives. Another method may be to increase or decrease the current wait time for persons queued back-to-back so that a new slot may be inserted between them.

0181<figref idref="DRAWINGS">FIG. 53</figref> is a method diagram illustrating an accumulation service used in a cloud-based virtual queuing platform, according to an embodiment. An accumulation <b>4902</b> service receives a request to join waitlist from a group <b>5300</b> and sends a request acknowledgment to the group once received <b>5301</b>. Queue positions are accumulated until the group size is fulfilled <b>5302</b>. Accumulated positions are associated with a group object <b>5303</b> so the group object may be used in computational methods such as simulations of machine learning neural networks. A confirmation notification is sent to the group when all positions are finished accumulating <b>5304</b>. Periodic updates are sent to the group as outlined in similar embodiments disclosed herein <b>5305</b>. An alert is sent to notify the group their turn is up, or is coming up <b>5306</b>. Notifications of the group's check-in status may be sent at the initial check-in, during the check-in process (e.g., how many of the <b>12</b> how so far processed through), and upon completion of the check-in process <b>5307</b>. The group may now be removed from the virtual queue <b>5308</b>.

Hardware Architecture

0182Generally, the techniques disclosed herein may be implemented on hardware or a combination of software and hardware. For example, they may be implemented in an operating system kernel, in a separate user process, in a library package bound into network applications, on a specially constructed machine, on an application-specific integrated circuit (“ASIC”), or on a network interface card.

0183Software/hardware hybrid implementations of at least some of the aspects disclosed herein may be implemented on a programmable network-resident machine (which should be understood to include intermittently connected network-aware machines) selectively activated or reconfigured by a computer program stored in memory. Such network devices may have multiple network interfaces that may be configured or designed to utilize different types of network communication protocols. A general architecture for some of these machines may be described herein in order to illustrate one or more exemplary means by which a given unit of functionality may be implemented. According to specific aspects, at least some of the features or functionalities of the various aspects disclosed herein may be implemented on one or more general-purpose computers associated with one or more networks, such as for example an end-user computer system, a client computer, a network server or other server system, a mobile computing device (e.g., tablet computing device, mobile phone, smartphone, laptop, or other appropriate computing device), a consumer electronic device, a music player, or any other suitable electronic device, router, switch, or other suitable device, or any combination thereof In at least some aspects, at least some of the features or functionalities of the various aspects disclosed herein may be implemented in one or more virtualized computing environments (e.g., network computing clouds, virtual machines hosted on one or more physical computing machines, or other appropriate virtual environments).

0184Referring now to <figref idref="DRAWINGS">FIG. 26</figref>, there is shown a block diagram depicting an exemplary computing device <b>10</b> suitable for implementing at least a portion of the features or functionalities disclosed herein. Computing device <b>10</b> may be, for example, any one of the computing machines listed in the previous paragraph, or indeed any other electronic device capable of executing software- or hardware-based instructions according to one or more programs stored in memory. Computing device <b>10</b> may be configured to communicate with a plurality of other computing devices, such as clients or servers, over communications networks such as a wide area network a metropolitan area network, a local area network, a wireless network, the Internet, or any other network, using known protocols for such communication, whether wireless or wired.

0185In one embodiment, computing device <b>10</b> includes one or more central processing units (CPU) <b>12</b>, one or more interfaces <b>15</b>, and one or more busses <b>14</b> (such as a peripheral component interconnect (PCI) bus). When acting under the control of appropriate software or firmware, CPU <b>12</b> may be responsible for implementing specific functions associated with the functions of a specifically configured computing device or machine. For example, in at least one embodiment, a computing device <b>10</b> may be configured or designed to function as a server system utilizing CPU <b>12</b>, local memory <b>11</b> and/or remote memory <b>16</b>, and interface(s) <b>15</b>. In at least one embodiment, CPU <b>12</b> may be caused to perform one or more of the different types of functions and/or operations under the control of software modules or components, which for example, may include an operating system and any appropriate applications software, drivers, and the like.

0186CPU <b>12</b> may include one or more processors <b>13</b> such as, for example, a processor from one of the Intel, ARM, Qualcomm, and AMD families of microprocessors. In some embodiments, processors <b>13</b> may include specially designed hardware such as application-specific integrated circuits (ASICs), electrically erasable programmable read-only memories (EEPROMs), field-programmable gate arrays (FPGAs), and so forth, for controlling operations of computing device <b>10</b>. In a specific embodiment, a local memory <b>11</b> (such as non-volatile random access memory (RAM) and/or read-only memory (ROM), including for example one or more levels of cached memory) may also form part of CPU <b>12</b>. However, there are many different ways in which memory may be coupled to system <b>10</b>. Memory <b>11</b> may be used for a variety of purposes such as, for example, caching and/or storing data, programming instructions, and the like. It should be further appreciated that CPU <b>12</b> may be one of a variety of system-on-a-chip (SOC) type hardware that may include additional hardware such as memory or graphics processing chips, such as a QUALCOMM SNAPDRAGON™ or SAMSUNG EXYNOS™ CPU as are becoming increasingly common in the art, such as for use in mobile devices or integrated devices.

0187As used herein, the term “processor” is not limited merely to those integrated circuits referred to in the art as a processor, a mobile processor, or a microprocessor, but broadly refers to a microcontroller, a microcomputer, a programmable logic controller, an application-specific integrated circuit, and any other programmable circuit.

0188In one embodiment, interfaces <b>15</b> are provided as network interface cards (NICs). Generally, NICs control the sending and receiving of data packets over a computer network; other types of interfaces <b>15</b> may for example support other peripherals used with computing device <b>10</b>. Among the interfaces that may be provided are Ethernet interfaces, frame relay interfaces, cable interfaces, DSL interfaces, token ring interfaces, graphics interfaces, and the like. In addition, various types of interfaces may be provided such as, for example, universal serial bus (USB), Serial, Ethernet, FIREWIRE™, THUNDERBOLT™, PCI, parallel, radio frequency (RF), BLUETOOTH™, near-field communications (e.g., using near-field magnetics), 802.11 (Wi-Fi), frame relay, TCP/IP, ISDN, fast Ethernet interfaces, Gigabit Ethernet interfaces, Serial ATA (SATA) or external SATA (ESATA) interfaces, high-definition multimedia interface (HDMI), digital visual interface (DVI), analog or digital audio interfaces, asynchronous transfer mode (ATM) interfaces, high-speed serial interface (HSSI) interfaces, Point of Sale (POS) interfaces, fiber data distributed interfaces (FDDIs), and the like. Generally, such interfaces <b>15</b> may include physical ports appropriate for communication with appropriate media. In some cases, they may also include an independent processor (such as a dedicated audio or video processor, as is common in the art for high-fidelity A/V hardware interfaces) and, in some instances, volatile and/or non-volatile memory (e.g., RAM).

0189Although the system shown in <figref idref="DRAWINGS">FIG. 26</figref> illustrates one specific architecture for a computing device <b>10</b> for implementing one or more of the inventions described herein, it is by no means the only device architecture on which at least a portion of the features and techniques described herein may be implemented. For example, architectures having one or any number of processors <b>13</b> may be used, and such processors <b>13</b> may be present in a single device or distributed among any number of devices. In one embodiment, a single processor <b>13</b> handles communications as well as routing computations, while in other embodiments a separate dedicated communications processor may be provided. In various embodiments, different types of features or functionalities may be implemented in a system according to the invention that includes a client device (such as a tablet device or smartphone running client software) and server systems (such as a server system described in more detail below).

0190Regardless of network device configuration, the system of the present invention may employ one or more memories or memory modules (such as, for example, remote memory block <b>16</b> and local memory <b>11</b>) configured to store data, program instructions for the general-purpose network operations, or other information relating to the functionality of the embodiments described herein (or any combinations of the above). Program instructions may control execution of or comprise an operating system and/or one or more applications, for example. Memory <b>16</b> or memories <b>11</b>, <b>16</b> may also be configured to store data structures, configuration data, encryption data, historical system operations information, or any other specific or generic non-program information described herein.

0191Because such information and program instructions may be employed to implement one or more systems or methods described herein, at least some network device embodiments may include non-transitory machine-readable storage media, which, for example, may be configured or designed to store program instructions, state information, and the like for performing various operations described herein. Examples of such non-transitory machine- readable storage media include, but are not limited to, magnetic media such as hard disks, floppy disks, and magnetic tape; optical media such as CD- ROM disks; magneto-optical media such as optical disks, and hardware devices that are specially configured to store and perform program instructions, such as read-only memory devices (ROM), flash memory (as is common in mobile devices and integrated systems), solid state drives (SSD) and “hybrid SSD” storage drives that may combine physical components of solid state and hard disk drives in a single hardware device (as are becoming increasingly common in the art with regard to personal computers), memristor memory, random access memory (RAM), and the like. It should be appreciated that such storage means may be integral and non-removable (such as RAM hardware modules that may be soldered onto a motherboard or otherwise integrated into an electronic device), or they may be removable such as swappable flash memory modules (such as “thumb drives” or other removable media designed for rapidly exchanging physical storage devices), “hot-swappable” hard disk drives or solid state drives, removable optical storage discs, or other such removable media, and that such integral and removable storage media may be utilized interchangeably. Examples of program instructions include both object code, such as may be produced by a compiler, machine code, such as may be produced by an assembler or a linker, byte code, such as may be generated by for example a JAVA™ compiler and may be executed using a Java virtual machine or equivalent, or files containing higher level code that may be executed by the computer using an interpreter (for example, scripts written in Python, Perl, Ruby, Groovy, or any other scripting language).

0192In some embodiments, systems according to the present invention may be implemented on a standalone computing system. Referring now to <figref idref="DRAWINGS">FIG. 27</figref>, there is shown a block diagram depicting a typical exemplary architecture of one or more embodiments or components thereof on a standalone computing system. Computing device <b>20</b> includes processors <b>21</b> that may run software that carry out one or more functions or applications of embodiments of the invention, such as for example a client application <b>24</b>. Processors <b>21</b> may carry out computing instructions under control of an operating system <b>22</b> such as, for example, a version of MICROSOFT WINDOWS™ operating system, APPLE OSX™ or iOS™ operating systems, some variety of the Linux operating system, ANDROID™ operating system, or the like. In many cases, one or more shared services <b>23</b> may be operable in system <b>20</b>, and may be useful for providing common services to client applications <b>24</b>. Services <b>23</b> may for example be WINDOWS™ services, user-space common services in a Linux environment, or any other type of common service architecture used with operating system <b>21</b>. Input devices <b>28</b> may be of any type suitable for receiving user input, including for example a keyboard, touchscreen, microphone (for example, for voice input), mouse, touchpad, trackball, or any combination thereof Output devices <b>27</b> may be of any type suitable for providing output to one or more users, whether remote or local to system <b>20</b>, and may include for example one or more screens for visual output, speakers, printers, or any combination thereof Memory <b>25</b> may be random-access memory having any structure and architecture known in the art, for use by processors <b>21</b>, for example to run software. Storage devices <b>26</b> may be any magnetic, optical, mechanical, memristor, or electrical storage device for storage of data in digital form (such as those described above, referring to <figref idref="DRAWINGS">FIG. 26</figref>). Examples of storage devices <b>26</b> include flash memory, magnetic hard drive, CD-ROM, and/or the like.

0193In some embodiments, systems of the present invention may be implemented on a distributed computing network, such as one having any number of clients and/or servers. Referring now to <figref idref="DRAWINGS">FIG. 28</figref>, there is shown a block diagram depicting an exemplary architecture <b>30</b> for implementing at least a portion of a system according to an embodiment of the invention on a distributed computing network. According to the embodiment, any number of clients <b>33</b> may be provided. Each client <b>33</b> may run software for implementing client-side portions of the present invention; clients may comprise a system <b>20</b> such as that illustrated in <figref idref="DRAWINGS">FIG. 27</figref>. In addition, any number of servers <b>32</b> may be provided for handling requests received from one or more clients <b>33</b>. Clients <b>33</b> and servers <b>32</b> may communicate with one another via one or more electronic networks <b>31</b>, which may be in various embodiments any of the Internet, a wide area network, a mobile telephony network (such as CDMA or GSM cellular networks), a wireless network (such as WiFi, WiMAX, LTE, and so forth), or a local area network (or indeed any network topology known in the art; the invention does not prefer any one network topology over any other). Networks <b>31</b> may be implemented using any known network protocols, including for example wired and/or wireless protocols.

0194In addition, in some embodiments, servers <b>32</b> may call external services <b>37</b> when needed to obtain additional information, or to refer to additional data concerning a particular call. Communications with external services <b>37</b> may take place, for example, via one or more networks <b>31</b>. In various embodiments, external services <b>37</b> may comprise web-enabled services or functionality related to or installed on the hardware device itself. For example, in an embodiment where client applications <b>24</b> are implemented on a smartphone or other electronic device, client applications <b>24</b> may obtain information stored in a server system <b>32</b> in the cloud or on an external service <b>37</b> deployed on one or more of a particular enterprise's or user's premises.

0195In some embodiments of the invention, clients <b>33</b> or servers <b>32</b> (or both) may make use of one or more specialized services or appliances that may be deployed locally or remotely across one or more networks <b>31</b>. For example, one or more databases <b>34</b> may be used or referred to by one or more embodiments of the invention. It should be understood by one having ordinary skill in the art that databases <b>34</b> may be arranged in a wide variety of architectures and using a wide variety of data access and manipulation means. For example, in various embodiments one or more databases <b>34</b> may comprise a relational database system using a structured query language (SQL), while others may comprise an alternative data storage technology such as those referred to in the art as “NoSQL” (for example, HADOOP CASSANDRA™, GOOGLE BIGTABLE™, and so forth). In some embodiments, variant database architectures such as column-oriented databases, in-memory databases, clustered databases, distributed databases, or even flat file data repositories may be used according to the invention. It will be appreciated by one having ordinary skill in the art that any combination of known or future database technologies may be used as appropriate, unless a specific database technology or a specific arrangement of components is specified for a particular embodiment herein. Moreover, it should be appreciated that the term “database” as used herein may refer to a physical database machine, a cluster of machines acting as a single database system, or a logical database within an overall database management system. Unless a specific meaning is specified for a given use of the term “database”, it should be construed to mean any of these senses of the word, all of which are understood as a plain meaning of the term “database” by those having ordinary skill in the art.

0196Similarly, most embodiments of the invention may make use of one or more security systems <b>36</b> and configuration systems <b>35</b>. Security and configuration management are common information technology (IT) and web functions, and some amount of each are generally associated with any IT or web systems. It should be understood by one having ordinary skill in the art that any configuration or security subsystems known in the art now or in the future may be used in conjunction with embodiments of the invention without limitation, unless a specific security <b>36</b> or configuration system <b>35</b> or approach is specifically required by the description of any specific embodiment.

0197<figref idref="DRAWINGS">FIG. 29</figref> shows an exemplary overview of a computer system <b>40</b> as may be used in any of the various locations throughout the system. It is exemplary of any computer that may execute code to process data. Various modifications and changes may be made to computer system <b>40</b> without departing from the broader scope of the system and method disclosed herein. Central processor unit (CPU) <b>41</b> is connected to bus <b>42</b>, to which bus is also connected memory <b>43</b>, nonvolatile memory <b>44</b>, display <b>47</b>, input/output (I/O) unit <b>48</b>, and network interface card (NIC) <b>53</b>. I/O unit <b>48</b> may, typically, be connected to keyboard <b>49</b>, pointing device <b>50</b>, hard disk <b>52</b>, and real-time clock <b>51</b>. NIC <b>53</b> connects to network <b>54</b>, which may be the Internet or a local network, which local network may or may not have connections to the Internet. Also shown as part of system <b>40</b> is power supply unit <b>45</b> connected, in this example, to a main alternating current (AC) supply <b>46</b>. Not shown are batteries that could be present, and many other devices and modifications that are well known but are not applicable to the specific novel functions of the current system and method disclosed herein. It should be appreciated that some or all components illustrated may be combined, such as in various integrated applications, for example Qualcomm or Samsung system-on-a-chip (SOC) devices, or whenever it may be appropriate to combine multiple capabilities or functions into a single hardware device (for instance, in mobile devices such as smartphones, video game consoles, in-vehicle computer systems such as navigation or multimedia systems in automobiles, or other integrated hardware devices).

0198In various embodiments, functionality for implementing systems or methods of the present invention may be distributed among any number of client and/or server components. For example, various software modules may be implemented for performing various functions in connection with the present invention, and such modules may be variously implemented to run on server and/or client components.

0199The skilled person will be aware of a range of possible modifications of the various embodiments described above. Accordingly, the present invention is defined by the claims and their equivalents.