System for interactive queuing through public communication networks

• US 20050122932A1
• Filed: 12/06/2004
• Published: 06/09/2005
• Est. Priority Date: 12/06/2003
• Status: Active Grant

• Current Assignee: Robert C. Walter
• Original Assignee: Robert C. Walter
• Inventors: Walter, Robert C.
• Granted Patent: US 7,505,474 B2
• Time in Patent Office: Days
• US Class Current: 370/328
• CPC Class Codes: G06Q 50/12 Hotels or restaurants
• CPC Class Codes: G07C 11/00 Arrangements, systems or apparatus for checking, e.g. the occurrence of a condition, not provided for elsewhere
• CPC Class Codes: G07C 2011/02 related to amusement parks
• CPC Class Codes: G07C 2011/04 related to queuing systems

Abstract

The invention pertains to a system and method of interactive queue management through public communication networks. Interactive queue management allows business or automated systems to easily and efficiently interact with waiting individuals in any queue through the individuals'"'"' preferred communication device, e.g., telephone, mobile phone, smart phone, wirelessly enabled PDA or handheld computer. In one embodiment this invention allows people to hold their place in a queue by proxy of their telephone or mobile phone number. An individual will provide their phone number to the interactive queuing system; the system will retain the phone number and other pertinent information about the individual, communicate via voice, wireless messaging, or other means with the individual, and collect the input from the individual. Key components of the system include a queue client system, a queue management and server system, an Interactive Voice Response (IVR) system, and a wireless messaging infrastructure system. Interfaces between key components will be via the Internet or other networks using standardized protocols.

Claims

1. A method for interacting with queued individuals comprising:

under control of a client system,

entering initial information necessary to facilitate communication with said queued individuals,

recording said initial information as stored initial information in a server system,

entering updated information,

recording said updated information as stored updated information in a server system,

selecting relevant information from said stored initial information and said stored updated information,

using a messaging infrastructure system,

using interfaces and messaging protocols,

establishing connectivity to public communication networks,

communicating said relevant information to devices provided by said queued individuals,

using an interactive voice response system,

responding to reply information communicated by said queued individuals via said devices,

capturing said reply information from said devices,

using a queue client management system,

transmitting said reply information to a database at said server systems, and

updating said database.

2. The method of claim 1, wherein said device is a mobile phone.

3. The method of claim 1, wherein said device is a smart phone.

4. The method of claim 1, wherein said device is a personal digital assistant enabled for voice communication.

5. The method of claim 1, wherein said device is a handheld computer enabled for wireless internet access.

6. A system for interactive queuing through public communication networks, comprising:

a queue client system enabled to interface with at least one interactive voice response system and at least one short message system;

an interactive voice response system;

a queue management system;

a wireless messaging infrastructure; and

a portable communications device.

7. The system of claim 6, wherein said portable communications device is mobile phone.

8. The system of claim 6, wherein said portable communications device is a smart phone.

9. The system of claim 6, wherein said portable communications device is a personal digital assistant enabled for voice communications.

10. The system of claim 6, wherein said portable communications device is a handheld computer enabled for internet access.