Patent application number | Description | Published |
20100189250 | System and method for managing, directing, and queuing communication events - A queue interface system and method for queuing voice calls for use with a communication system having queues includes a queue selector allowing a user to select a queue from a list of queues on a display. In an embodiment, one or more of the queues on the list of queues is a service agent queue. Further, the queue interface system includes an expected wait time component for displaying an expected wait time for a customer for the selected queue. The system also includes a call options selector providing a hold option and a call option. The hold option places a call in the selected queue and the call option causes a call to occur. In an embodiment, the call option further includes assigning a placeholder for a customer in the selected queue and causing a call to the customer to occur after the expected wait time. | 07-29-2010 |
20100190476 | System and method for establishing automated call back using a mobile communication device - A communication system for receiving incoming communications from mobile communication devices and for initiating a call-back is disclosed. The communication system receives incoming communications from a mobile communication device, such as data requests. The data requests may be for a list of providers or companies and for a list of corresponding queues related to customer services, such as billing, for example. Further, the communication system typically includes components and queues for initiating a call-back sequence to a communication receiving device and placing an identifier associated with the communication receiving device in a user-selected queue. The communication system also determines the wait time in a queue and places an outgoing call to the communication receiving device. Also, a method for initiating a call-back to a communication receiving device is disclosed. The method includes receiving data from a mobile communication device and placing an identifier associated with a communication receiving device in a user-selected queue. The method further includes determining and sending the expected wait time in the queue to the mobile communication device. If a call back request is received from the mobile communication device, a call back to the communication receiving device is placed based upon the assigned placeholder in the queue. | 07-29-2010 |
20100190477 | Mobile communication device for establishing automated call back - A mobile communication device is provided for enabling a user to establish an automated call back from a communication system, such as a call center, for example. A software device application enables the mobile communication device to communicate with the call center through the exchange of data. The mobile communication device includes a display screen for displaying controls for allowing the user to interact with the communication system. The controls allow the user to request a list of providers from which to select a provider or company to contact. The mobile communication device further provides controls for allowing the user to select a queue to join from a list of queues associated with the selected provider. For example, one queue may be related to billing and another queue may be related to another aspect of customer service. The user may then request the expected wait time in the selected queue for receiving a call-back from the communication system. Typically, the mobile communication device receives the expected wait time, and then the user may send a confirmation to the communication system for a voice call-back. | 07-29-2010 |
20120196578 | COMMUNICATION DEVICE FOR ESTABLISHING CALL BACK - A mobile communication device is provided for enabling a user to establish an automated call back from a communication system, such as a call center, for example. A software device application enables the mobile communication device to communicate with the call center through the exchange of data. The mobile communication device includes a display screen for displaying controls for allowing the user to interact with the communication system. The controls allow the user to request a list of providers from which to select a provider or company to contact. The mobile communication device further provides controls for allowing the user to select a queue to join from a list of queues associated with the selected provider. | 08-02-2012 |
20120288075 | COMMUNICATION DEVICE FOR ESTABLISHING AUTOMATED CALL BACK USING QUEUES - A communication device is provided for enabling a user to establish an automated call back from a communication system, such as a call center, for example. A software device application enables the communication device to communicate with the call center through the exchange of data. The communication device includes a display screen for displaying controls for allowing the user to interact with the communication system. The controls allow the user to request a list of providers from which to select a provider or company to contact. The communication device further provides controls for allowing the user to select a queue to join from a list of queues associated with the selected provider. An embodiment of a system and method for managing, directing, and queuing communication events may also communicate contextual data between a communication device and a communication system. | 11-15-2012 |
20120295596 | MANAGING, DIRECTING, AND QUEUING COMMUNICATION EVENTS USING IMAGE TECHNOLOGY - Embodiments of a system and method are disclosed for initiating a call-back sequence using image technology. Embodiments include capturing an image using an image sensor, sending the captured image to a communication system, searching a database of images for persons corresponding to the captured image, sending a request in a data format to the communication system for a connection with the persons, receiving an identification of active queues, displaying an indication of the active queues on a display screen using a session queuing component, obtaining a user selection of a queue as a selected queue using the session queuing component, sending a request to the communication system in a data format for expected wait time, receiving the expected wait time from the communication system, and sending a confirmation to the communication system in a data format for a call-back. | 11-22-2012 |
20130243180 | COMMUNICATION DEVICE FOR ESTABLISHING AUTOMATED CALL BACK USING QUEUES - A communication device is provided for enabling a user to establish an automated call back from a communication system, such as a call center, for example. A software device application enables the communication device to communicate with the call center through the exchange of data. The communication device includes a display screen for displaying controls for allowing the user to interact with the communication system. The controls allow the user to request a list of providers from which to select a provider or company to contact. The communication device further provides controls for allowing the user to select a queue to join from a list of queues associated with the selected provider. An embodiment may also communicate contextual data between a communication device and a communication system, including information associated with the user of the communication device and information used to assist, instruct, or solve a user's problem. | 09-19-2013 |
20130251139 | COMMUNICATION SYSTEM FOR ESTABLISHING AUTOMATED CALL BACK USING QUEUES - A communication device is provided for enabling a user to establish an automated call back from a communication system, such as a call center, for example. A software device application enables the communication device to communicate with the call center through the exchange of data. The communication device includes a display screen for displaying controls for allowing the user to interact with the communication system. The controls allow the user to request a list of providers from which to select a provider or company to contact. The communication device further provides controls for allowing the user to select a queue to join from a list of queues associated with the selected provider. An embodiment may also communicate contextual data between a communication device and a communication system, including information associated with the user of the communication device and information used to assist, instruct, or solve a user's problem. | 09-26-2013 |
20140113548 | MANAGING, DIRECTING, AND QUEUING COMMUNICATION EVENTS USING NEAR-FIELD COMMUNICATIONS - Embodiments of a system and method are disclosed for initiating a call-back sequence using NFC technology. Embodiments include capturing an image using an NFC reader determining an identification of active queues, displaying an indication of the active queues on a display screen using a session queuing component, obtaining a user selection of a queue as a selected queue using the session queuing component, sending a request to a communication system in a data format for an expected wait time associated with the selected queue, receiving the expected wait time from the communication system, and sending a confirmation to the communication system in a data format for a call-back. | 04-24-2014 |