System for interactive queuing through communication networks

• US 8,743,895 B2
• Filed: 10/29/2012
• Issued: 06/03/2014
• 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:
  US13/662,788
• Publication Number:
  US 20130052998A1
• Time in Patent Office: 582 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 for facilitating a service that enables a client subscriber to control a respective physical queue of customers of the client subscriber, the system comprising:

a client subscriber interface located where customers of the subscriber enter the physical queue and configured to receive information to facilitate communication with a mobile device provided by an individual customer to be added to the respective physical queue of customers of the client subscriber when the mobile device provided by the individual customer is not in a voiced communication with a representative of the client subscriber;

a server communicatively coupled to the client subscriber interface and configured to receive the information from a local queue database specific to a client system to facilitate communication with the mobile device of the individual customer, the server configured to store client subscriber specific configuration and queue management system usage information, the server having logic configured to initiate a communication session at a desired time with the mobile device provided by the individual customer as instructed by subscriber information, wherein the subscriber information includes information in addition to a name and a phone number of the individual customer in the subscriber'"'"'s queue and wherein the usage information includes a metric specific to the client subscriber, the server in communication with a master queue database configured to periodically synchronize information in the local queue database via the client subscriber interface, the server further configured to use the master queue database to manage billing information responsive to the metric specific to the client subscriber; and

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 individual customer to communicate information related to a service and collect feedback including at least one of reply information from the individual customer when received or information from the wireless messaging interface, the server storing the feedback and enabling access by the client subscriber to the feedback via the client subscriber interface and the local queue database while the individual customer remains in the respective queue of customers of the client subscriber.

2. The system of claim 1, wherein the server conditionally responds to the reply information.

3. The system of claim 1, wherein the client interface communicates status updates with the mobile device to the server.

4. The system of claim 1, wherein the server uses the wireless interface to communicate marketing information.

5. The system of claim 4, wherein the marketing information includes promotions from the subscriber.

6. The system of claim 4, wherein the marketing information is unrelated to the subscriber.

7. The system of claim 1, wherein the wireless messaging interface uses an Internet protocol.

8. The system of claim 4, wherein the marketing information is responsive to updated information entered by the subscriber.

9. The system of claim 1, wherein the server conditionally communicates a request for reply information.

10. The system of claim 1, further comprising:

an interactive voice response interface.

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

12. The system of claim 1, wherein the client interface comprises an interface that uses data transmitted via Internet services.

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 logic is configured to respond to reply information from the mobile device indicating that the individual desires a change to queue information.

15. The system of claim 1, wherein the logic is configured to respond to additional queue information.

16. A method, comprising:

receiving, via a public communication network, in a server from a client subscriber interface located where customers of the client subscriber enter a physical queue, client subscriber provided information to facilitate communication with a mobile communication device provided by a customer in or to be entered into a respective client subscriber queue when the mobile communication device is not in communication with the client subscriber, the server further having access to client subscriber specific configuration information and queue management system usage information, wherein the usage information includes a metric specific to the client subscriber;

using a master queue database in communication with the server to synchronize information in a local queue database in communication with a queue management application via the client subscriber interface and to manage billing information responsive to the metric specific to the client subscriber;

using the server, in response to client subscriber specific configuration information in an attempt to establish a communication session with the mobile communication device of the customer 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 customer in response to the client subscriber specific configuration information;

using the server to store active feedback received from the customer during the subsequent communication session with the mobile communication device, the active feedback indicative of the intent of the customer regarding the service or services;

using the server, to generate operation metrics responsive to the queue management system usage information; and

generating a communication responsive to the active feedback when received or information from a wireless messaging interface, or both to the client subscriber via the local queue database.

17. The method of claim 16, further comprising:

conditionally responding to the active feedback.

18. The method of claim 16, further comprising:

collecting the active feedback in an account management system.

19. The method of claim 16, further comprising:

billing a subscriber in response to the active feedback associated with a subscriber specific account.