US Patent Issued to Zoom Communications on April 14 for "Mapping a contact center service request to a modality" (California Inventors)

ALEXANDRIA, Va., April 15 -- United States Patent no. 12,603,956, issued on April 14, was assigned to Zoom Communications Inc. (San Jose, Calif.).

"Mapping a contact center service request to a modality" was invented by Jin Li (Los Gatos, Calif.) and Xu Hua Li (San Jose, Calif.).

According to the abstract* released by the U.S. Patent & Trademark Office: "A universal contact center service access point is mapped to a service access point specific to a determined modality to establish a connection between a user device and a contact center operator device and associated with that modality. A request for a contact center engagement is obtained from a user device, in which the request includes a universal contact center service access point. ...