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.
1. A communication system for managing voice call-back requests from communication devices, comprising:
a processor; and
at least one memory including program code that, when executed by the processor, causes the communication system to:
receive, from a communication device, a request to identify active providers, a request to identify active queues associated with at least one of a plurality of active providers, indication of a selected queue, an identifier associated with a communication receiving device, and data relating to occurrence of a problem;
transmit, to the communication device, an identification of a plurality of active providers and an identification of active queues associated with at least one of the plurality of active providers;
utilize the data relating to occurrence of a problem for at least one of the identification of a plurality of active providers and the identification of active queues associated with at least one of the plurality of active providers;
assign a placeholder in the selected queue, the placeholder comprising the identifier associated with the communication receiving device; and
initiate a call-back to the communication receiving device.
2. The communication system of claim 1 , wherein the at least one memory further comprises program code that, when executed by the processor, causes the communication system to utilize at least one of the identifier associated with the communication receiving device, information associated with the communication device, and information associated with the user of the communication device for at least one of the identification of a plurality of active providers and the identification of active queues associated with at least one of the plurality of active providers.
3. The communication system of claim 1 , wherein the data relating to occurrence of a problem comprises information associated with the user of the communication device.
4. The communication system of claim 3 , wherein the at least one memory further comprises program code that, when executed by the processor, causes the communication system to decrypt at least a portion of the information associated with the user of the communication device.
5. The communication system of claim 4 , wherein the at least one memory further comprises program code that, when executed by the processor, causes the communication system to authenticate the user of the communication device based on the decrypted information.
6. The communication system of claim 1 , wherein the data relating to occurrence of a problem comprises at least one of information relating to the urgency or severity of the problem and information relating to a device associated with the problem.
7. The communication system of claim 1 , wherein:
the data relating to occurrence of a problem comprises information from which the identity of the problem can be determined; and
the at least one memory further comprises program code that, when executed by the processor, causes the communication system to transmit information relating to a solution of the problem.
8. The communication system of claim 1 , wherein the problem is associated with one of a check out process of online shopping, operation of a gaming console, and ordering of a program using a home entertainment device.
9. A method for managing voice call-back requests from communication devices, comprising:
receiving, from a communication device, a request to identify active providers, a request to identify active queues associated with at least one of a plurality of active providers, indication of a selected queue, an identifier associated with a communication receiving device, and data relating to an occurrence of a problem;
transmitting, to the communication device, an identification of a plurality of active providers and an identification of active queues associated with at least one of the plurality of active providers;
utilizing the data relating to occurrence of a problem for at least one of the identification of a plurality of active providers and the identification of active queues associated with at least one of the plurality of active providers;
assigning a placeholder in the selected queue, the placeholder comprising the identifier associated with the communication receiving device; and
initiating a call-back to the communication receiving device.
10. The method of claim 9 , further comprising utilizing at least one of the identifier associated with the communication receiving device, information associated with the communication device, and information associated with the user of the communication device for at least one of the identification of a plurality of active providers and the identification of active queues associated with at least one of the plurality of active providers.
11. The method of claim 9 , wherein the data relating to occurrence of a problem comprises information associated with the user of the communication device.
12. The method of claim 11 , further comprising decrypting at least a portion of the information associated with the user of the communication device.
13. The method of claim 12 , further comprising authenticating the user of the communication device based on the decrypted information.
14. The method of claim 9 , wherein the data relating to occurrence of a problem comprises at least one of information relating to the urgency or severity of the problem and information relating to a device associated with the problem.
15. The method of claim 9 , further comprising transmitting instructions for solving the problem, wherein the data relating to occurrence of a problem comprises information from which the identity of the problem can be determined.
16. The method of claim 9 , wherein the problem is associated with one of a check out process of online shopping, operation of a gaming console, and ordering of a program for use with a home entertainment device.
17. A non-transitory, computer-readable medium comprising program code that, when executed by a communication system, causes the communication system to:
receive, from a communication device, a request to identify active providers, a request to identify active queues associated with at least one of a plurality of active providers, indication of a selected queue, an identifier associated with a communication receiving device, and data relating to occurrence of a problem;
transmit, to the communication device, an identification of a plurality of active providers and an identification of active queues associated with at least one of the plurality of active providers;
utilize the data relating to occurrence of a problem for at least one of the identification of a plurality of active providers and the identification of active queues associated with at least one of the plurality of active providers;
assign a placeholder in the selected queue, the placeholder comprising the identifier associated with the communication receiving device; and
initiate a call-back to the communication receiving device.
18. The non-transitory, computer-readable medium of claim 17 , wherein the at least one memory further comprises program code that, when executed by the processor, causes the communication system to utilize at least one of the identifier associated with the communication receiving device, information associated with the communication device, and information associated with the user of the communication device for at least one of the identification of a plurality of active providers and the identification of active queues associated with at least one of the plurality of active providers.
19. The non-transitory, computer-readable medium of claim 17 , wherein the data relating to occurrence of a problem comprises information associated with the user of the communication device.
20. The non-transitory, computer-readable medium of claim 19 , further comprising program code that, when executed by the communication system, causes the communication system to decrypt at least a portion of the information associated with the user of the communication device.
21. The non-transitory, computer-readable medium of claim 20 , further comprising program code that, when executed by the communication system, causes the communication system to authenticate the user of the communication device based on the decrypted information.
22. The non-transitory, computer-readable medium of claim 17 , wherein the data relating to occurrence of a problem comprises at least one of information relating to the urgency or severity of the problem and information relating to a device associated with the problem.
23. The non-transitory, computer-readable medium of claim 17 , wherein the data relating to occurrence of a problem comprises information from which the identity of the problem can be determined.
24. The non-transitory, computer-readable medium of claim 17 , wherein the transmitted data comprises information relating to a solution of the problem.
25. The non-transitory, computer-readable medium of claim 17 , wherein the problem is associated with an order.
26. The non-transitory, computer-readable medium of claim 17 , wherein the problem is associated with operation of a gaming console.
27. The non-transitory, computer-readable medium of claim 17 , wherein the problem is associated with ordering of a program for use with a home entertainment device.