System for Interactive Queuing Through Communication Networks
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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.
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Citations
30 Claims
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1-10. -10. (canceled)
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11. A queue management system for facilitating a service that enables a subscriber to control a respective queue of clients of the subscriber, the system comprising:
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a client interface configured to receive information to facilitate communication with a mobile device of a queued individual, wherein the queued individual is in a subscriber'"'"'s queue; a server communicatively coupled to the client interface and configured to receive the information to facilitate communication with the mobile device of the queued individual, the server configured to store subscriber specific configuration and usage information, the server having logic configured to initiate a communication session at a desired time with the mobile device of the queued individual as instructed by subscriber information in addition to a name and a phone number of the queued individual in the subscriber'"'"'s queue; a wireless messaging interface responsive to the server, the messaging interface configured to establish connectivity over a wireless network with the mobile device of the queued individual to communicate information related to a service and collect feedback from the queued individual, the server storing the feedback and enabling access to the same to the subscriber via the client interface while the queued individual remains in the queue. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26)
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27. A method, comprising:
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receiving, in a server having access to subscriber provided information to facilitate communication, via a public communication network, with a mobile communication device of a queued individual in a subscriber queue, the server further having access to subscriber specific configuration and usage information; using the server, in response to subscriber specific configuration information in an attempt to establish a communication session with the mobile communication device of the queued individual at a desired time via a messaging system that operates over the public communication network; upon establishing a subsequent communication session with the mobile communication device, communicating information related to a service or services to be provided to the queued individual; using the server to store active feedback received from the queued individual during the subsequent communication session with the mobile communication device, the active feedback indicative of the intent of the queued individual regarding the service or services; and generating a communication responsive to the active feedback to the subscriber. - View Dependent Claims (28, 29)
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30. The method of claim 30, further comprising:
billing a subscriber in response to the active feedback associated with a subscriber specific account.
Specification