System for interactive queuing through public communication networks

• US 8,306,044 B2
• Filed: 02/27/2009
• Issued: 11/06/2012
• Est. Priority Date: 12/06/2003
• Status: Expired due to Fees

• Current Assignee: Robert C. Walter
• Original Assignee: Robert C. Walter
• Inventors: Walter, Robert C.
• Primary Examiner(s): SCHEIBEL, ROBERT C
• Application Number:
  US12/394,434
• Publication Number:
  US 20090203382A1
• Time in Patent Office: 1,348 Days
• Field of Search: None
• US Class Current: 370/412
• 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 queue management system, comprising:

a client interface configured to receive information to facilitate communication with a mobile device of a queued individual in a client'"'"'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 including a master database configured to store both information in a local database operated by a client system and usage information specific to use of the server by a client system, the local database configured to store information in addition to a name and a phone number of the queued individual in the client'"'"'s queue, 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 the client system via the client interface; and

a wireless messaging interface responsive to the server, the wireless messaging interface configured to establish connectivity over a wireless network with the mobile device of the queued individual, the messaging interface further configured to terminate connectivity with the mobile device and reestablish connectivity with the mobile device of the queued individual at the desired time to interactively communicate information related to a service and collect feedback from the queued individual, wherein the server stores the feedback, received from the queued individual indicative of their intent regarding an aspect of the service or services related to the queue, in the master database and presents the feedback via the client interface to the client system while the queued individual remains in the queue.

2. The system of claim 1, wherein the client system in communication with the server via the client interface is managing the client'"'"'s queue.

3. The system of claim 2, wherein the server conditionally responds to the reply information as directed by the client system via the client interface.

4. The system of claim 1, wherein the server receives one or more of a party size and a preference associated with the queued individual, from the client system.

5. The system of claim 1, wherein the server receives status updates from the client system.

6. The system of claim 1, wherein the server receives marketing information from the client system.

7. The system of claim 1, wherein the server receives a request for reply information from the client system.

8. The system of claim 1, wherein the server receives queue information.

9. The system of claim 1, further comprising:

an interactive voice response interface responsive to the server, the interactive voice response interface configured to establish connectivity over a public network with the mobile device of the queued individual at the desired time to communicate information related to a service and collect feedback from the queued individual, wherein the server stores the feedback received from the queued individual indicative of their intent regarding an aspect of the service or services related to the queue in the master database and presents the feedback via the client interface to the client system.

10. The system of claim 1, wherein the wireless messaging interface uses one of a short message service protocol and a multimedia message service protocol.

11. The system of claim 1, wherein the client interface uses an Internet protocol.

12. The system of claim 1, wherein the master database further includes billing information and client account identifiers.

13. The system of claim 1, wherein the server comprises an account management system configured to record reply information and generate operation metrics.

14. The system of claim 1, wherein the local database is configured to store a client'"'"'s queue preferences or priorities.

15. The system of claim 1, wherein the master database is configured to store a client'"'"'s queue greetings and messages.

16. A method, comprising:

receiving, in a server comprising a master queue database and account information associated with a client system that manages a service queue, information to facilitate communication, via a public communication network, with a mobile communication device of a queued individual, the master queue database configured to store both information in a local database operated by the client system and usage information specific to use of the server by the client system, the local database configured to store information in addition to a name and a phone number of the queued individual in a client'"'"'s service queue;

using the server, in response to a command from a client system, 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 an initial communication session with the mobile communication device, communicating queue information to the queued individual;

terminating the initial communication session with the mobile communication device;

upon establishing a subsequent communication session with the mobile communication device, forwarding information related to the service or services to be provided to the queued individual;

storing in the master database, active feedback received from the queued individual during the subsequent communication session with the mobile communication device the active feedback indicative of intent regarding the service or services related to the queue; and

communicating the feedback via a client interface to the client system to enable a service provider to more efficiently manage the queue.

17. The method of claim 16, further comprising:

conditionally responding to the feedback received from the queued individual as directed by a client interface.

18. The method of claim 16, further comprising:

making the feedback received from the queued individual available to a client application wherein the client application is operating at least one service via the queue.

19. The method of claim 18, further comprising:

collecting the feedback received from the queued individual in an account management system.

20. The method of claim 16, wherein the feedback received from the queued individual includes one of an expected time of arrival, a cancellation, and a request for an alternative queue.