Communication device for establishing automated call back using queues

摘要

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.

主权项

1. A communication device for initiating a voice call-back comprising:
a display screen; a processor configured to execute a device application, wherein the device application comprises:
a first routine that sends a request to a communication system in a data format for a list of active providers, and receives from the communication system a list of a plurality of active providers;a second routine that sends a request to the communication system in a data format for an identification of active queues associated with at least one of the plurality of active providers, and receives an identification of the active queues;a session queuing component that causes an indication of at least a portion of the plurality of active providers and an indication of the active queues associated with the at least one of the plurality of active providers to be displayed on the display screen of the communication device and obtains a user selection of a queue as a selected queue, wherein the session queuing component resides within the communication device;a third routine that sends a confirmation in a data format for a voice call-back to the communication system; anda contextual data routine that sends contextual data to the communication system, wherein the contextual data is relevant to at least one of the identification of active queues and the identification of active providers by the communication system.