Patent Publication Number: US-8112069-B2

Title: System and method for establishing automated call back using a mobile communication device

Description:
TECHNICAL FIELD 
     The systems and methods relate to managing the queuing of clients waiting to be connected by telephone to a service agent of a business communication center. More particularly, the systems and methods relate to enabling clients to be added to a queue utilizing web service messaging and relate to establishing a telephony connection between clients and service agents on an automated basis and in an order maintained by a queue. 
     BACKGROUND 
     Many businesses use groups of service representatives for communicating with clients who initiate communications with the business, such as by telephone calls. To most efficiently use the time and skills of each service representative, the service representatives may be organized into groups based on a skill set. For example, the groupings may be based on the representatives ability to handle client issues such as the opening of new accounts, billing issues and customer service issues on existing accounts. 
     Typically, if a client calls such a business, voice prompt menu choices enable the calling client to identify the issue for which the client requires service and the client is then queued for a service agent capable of handling the identified issue. As such, it is expected that clients who identify the purpose of their call as a “billing issue” will be queued for, and connected to, a service representative with the ability to handle billing issues. Similarly, it is expected that clients who identify the purpose of their call as a “customer service issue” will be queued for, and connected to, a service representative with the ability to handle customer service issues. 
     There are problems with existing communications systems, such as contact centers, including the following two problems. First, the voice prompt menus that are used to channel callers to the queue for the appropriate group of service agents are exacerbating to a client at best. It takes significant time to navigate the layered menus of voice prompts. 
     Second, waiting on-hold while the telephone connection is maintained in queue for connection to a service agent is also exacerbating to a client at best. 
     In an effort to reduce customer exacerbation caused by having to maintain a connection while on-hold in queue, secondary queue systems have been developed. A typical secondary queue system obtains a telephone number at which the calling client can be reached when a service representative is available (i.e., a call back number). The client disconnects, and then, at the proper time, a call back system establishes a connection to the client utilizing the call back number and couples the client to an available representative without waiting on-hold in queue. One exemplary system is disclosed in U.S. Pat. No. 6,563,921 to Williams et al. which is commonly assigned with the present application. 
     While such a system may make the experience of waiting for a connection to a service representative slightly less exacerbating, it does not address the inconvenience of having to navigate an irritatingly slow and usually complicated voice prompt menu to enter the queue. 
     Therefore, what is needed is: i) a method and system for adding clients to a queue in a more convenient manner; and ii) a method and system for establishing a telephony connection between the client and the service agents in an automated fashion. 
     SUMMARY 
     In an embodiment, a method for a communication system that receives incoming communications from a mobile communication device, has queues, and will call-back to a communication receiving device is used. The method includes receiving data from the mobile communication device (where the data includes an identifier associated with a communication receiving device) and determining, from the received data, a queue desired for the identifier, where the queue is a service agent queue. The method further includes (a) determining the expected wait time in the queue, (b) sending information to the mobile communication device, where the information includes the expected wait time in the queue, and (c) assigning a placeholder for the identifier in the queue. If a call back request is received from the mobile communication device, the method includes initiating a call back to the communication receiving device based upon the assigned placeholder in the queue and placing an outgoing telephone call to the communication receiving device. 
     Also, a method for use in a system that receives incoming communications from a mobile communication device and will queue a call back is described. 
     In an embodiment, a communication system for receiving incoming communications from mobile communication devices and for initiating a call-back includes a sequence component that initiates a call-back sequence to a communication receiving device. In this embodiment, the sequence component is in communication with a mobile communication device and, based on the communication, the sequence component determines a queue and confirms a call back. The system further includes a queue component having more than one queue, where a placeholder is assigned for an identifier associated with the communication receiving device in the determined queue. The system also includes an expected wait time component for determining the expected wait time in the determined queue. The expected wait time is provided to the sequence component and the sequence component communicates information regarding the expected wait time to the mobile communication device. The system of this embodiment further includes a call-back component for placing an outgoing call to the communication receiving device, where the sequence component prompts the call back component to place the outgoing call. 
     In addition, a computer-readable medium including instructions for initiating a call-back sequence is described. 
     In an embodiment, a mobile communication device for initiating a call-back sequence includes a display screen, a processor for executing a device application and a memory for storing the device application. The device application includes a queue control, where the queue control displays, on the screen, an indication of a queue and obtains a user selection of the queue as a selected queue. The device application further includes an expected wait time client, where a sequence component sends an expected wait time services call and receives an indication of the expected wait time, and where the expected wait time services call includes identification of the selected queue. The device application also includes a confirmation control to display, on the screen, the indication of the expected wait time where a user selection of one of a confirmation command and a cancel command is obtained. The device application includes a confirmation wait time client that generates a confirmation services call to the sequence component in response to user selection of the confirmation command, the confirmation services call includes at least a communication receiving device identifier and an instruction to add the mobile device identifier to the selected queue. 
     A computer readable medium including instructions for a mobile device to initiate a call-back sequence in a communication system is also described. 
    
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
         FIG. 1  is a block diagram representing an exemplary architecture of a system for sequencing mobile communication devices in a selected queue of a selected provider; 
         FIG. 2  is a flow-chart of a method for call back sequencing; 
         FIG. 3A  is a flow-chart of a method for assigning a placeholder in a queue for a call back to a mobile communication device; 
         FIG. 3B  is a block diagram representing an exemplary architecture of a system for sequencing mobile communication devices in a selected queue of a selected provider; 
         FIG. 4  is a block diagram of an exemplary queue component; 
         FIG. 5A  is an exemplary mobile device adapted for operation; 
         FIG. 5B  is an exemplary mobile device adapted for operation in accordance with an exemplary embodiment of the present invention; 
         FIG. 6  is a table representing an exemplary provider control and an exemplary service control in accordance with an exemplary embodiment of the present invention; 
         FIGS. 7A-7D  represent exemplary messaging structures packaged with transport layer and media layer information; 
         FIG. 8A  is a flow chart representing exemplary operation of an active providers service or method in accordance with an exemplary embodiment of the present invention; 
         FIG. 8B  is an exemplary active providers data storage in accordance with an exemplary embodiment of the present invention; 
         FIG. 8C  is a flow chart representing exemplary operation of an active queues service or method in accordance with an exemplary embodiment of the present invention; 
         FIG. 8D  is an exemplary active queues data storage in accordance with an exemplary embodiment of the present invention; 
         FIG. 8E  is a flow chart representing exemplary operation of an expected wait time service or method in accordance with an exemplary embodiment of the present invention; and 
         FIG. 8F  is a flow chart representing exemplary operation of an ad-to-queue method in accordance with an exemplary embodiment of the present invention. 
     
    
    
     DETAILED DESCRIPTION 
     The present invention will now be described in detail with reference to the drawings. In the drawings, each element with a reference number is similar to other elements with the same reference number independent of any letter designation following the reference number. In the text, a reference number with a specific letter designation following the reference number refers to the specific element with the number and letter designation and a reference number without a specific letter designation refers to all elements with the same reference number independent of any letter designation following the reference number in the drawings. 
     It should also be appreciated that many of the elements discussed in this specification may be implemented in a hardware circuit(s), a processor executing software code which is encoded within computer readable media accessible to the processor, or a combination of a hardware circuit(s) and a processor or control block of an integrated circuit executing machine readable code encoded within a computer readable media. As such, the term circuit, module, server, or other equivalent description of an element as used throughout this specification is intended to encompass a hardware circuit (whether discrete elements or an integrated circuit block), a processor or control block executing code encoded in a computer readable media, or a combination of a hardware circuit(s) and a processor and/or control block executing such code. 
     It should also be appreciated that the table structures represented in this application are exemplary only and intended to show the mapping of relationships between various data elements. Other table structures may store similar data elements in various manners. Further, the applicant&#39;s use of the term “plurality” is intended to indicate not just “at least one”, but one, two, three, or any other quantity. The applicant&#39;s use of the term “group” is intended to indicate not just “at least one”, but two, three, or more of the items within the group. 
       FIG. 1  is a high level schematic illustration of a system  10  for placing a mobile communication device  11  in a queue and calling the mobile communication device  11 . The system  10  includes the mobile communication device  11 , a network  25 , a call back component  15 , a queue component  20  and a sequence component  22 . 
     The system  10  assigns a placeholder for a mobile communication device  11  (or an identifier for a mobile communication device  11  such as its telephone number or other unique network identifier) in a selected queue (not shown in  FIG. 1 ) of the queue component  20 . The system uses a sequence component  22  to execute a call back sequence to a mobile communication device  11 . When prompted, the call back component  15  places an outgoing call to a mobile communication device  11 . The outgoing call attempts to establish a voice connection with the mobile communication device  11 . 
     In some embodiments, prior to allowing communication between a mobile communication device  11  and the system  10 , the system  10  performs one or more security checks. These security checks can be performed for a variety of purposes including to ensure that the software on the mobile communication device  11  is authentic and valid for use on the device and that the device is authorized. Various software routines may be used by the system  10  and the mobile communication device  11  to perform security checks. Encryption keys may be assigned to the mobile communication devices  11  and used for the security check. 
     In an embodiment, the identifier for a mobile communication device  11  is an encryption key. Each software application for communicating with the system  10  on a mobile communication device  11  may have one or more unique encryption keys that are recognized by the system  10 . 
     The network  25  (depicted by a cloud) can be any one or more of a variety of networks. The system  10  shown can support many mobile communication devices  11  of various types and many queues (not shown in  FIG. 1 ). The mobile communication device may communicate with the other components through the network using available techniques. 
     Referring now to  FIG. 2 , shown is a flow chart of an exemplary embodiment of a method for initiating a call-back sequence in a communication system, such as a call center or contact center, for example. The method  200  includes receiving data from a mobile communication device  11  ( 205 ), determining a queue for the data ( 210 ), determining the expected wait time in the queue ( 215 ) for the data and sending the expected wait time in the queue to a mobile communication device  11  ( 220 ). The method further includes assigning a placeholder for the data in the queue ( 225 ). If a call back request is received from the mobile communication device  11 , the method includes initiating a call back to a communication receiving device. The method further includes placing an outgoing call to a communication receiving device ( 235 ). The steps of the method may be performed in various different orders or chronology. 
     The communication receiving device may be any device that can receive a telephone call. The communication receiving device is often the mobile communication device that sent the initial data requesting a telephone connection. 
       FIG. 3A  is a flow chart of an embodiment of a method  300  for assigning a placeholder in a queue for a call back to a mobile communication device  11  in a communication system. The description of the method  300  in  FIG. 3A  also references components and routines found in  FIG. 3B . The method  300  of  FIG. 3A  includes the sequence component  22  receiving a request for a list of active providers from a mobile communication device  11 . This may be in the form of an active provider remote processing call  48  from a provider client routine  34  ( 305 ). The provider client  34  is a routine which is part of the session queuing component  24 . The active provider remote processing call  48  originates from the mobile communication device  11  and serves as the request for a list of active providers. The active providers may be associated with a user of the mobile communication device  11 . Upon receipt of the active provider remote processing call  48 , the sequence component  22  launches an active provider routine  26 . The routine generates a list of active providers associated with the user ( 310 ) of the mobile communication device  11 . 
     The method  300  further includes active provider routine  26  sending a list of active providers to the mobile communication device  11  via an active providers message  50 . More particularly, the provider client routine  34  in the session queuing component  24  receives active providers message  50  ( 315 ). 
     The method  300  further includes receiving a request for active queues in the queue component  20  via an active queue remote processing call  52  from the mobile communication device  11  ( 320 ). The active queue remote processing call  52  serves as a request for a listing of active queues associated with the selected provider to an active queue routine or process  28  of the sequence component  22 . The listing is populated into the service control  40  of the session queuing component  24 . 
     The exemplary method  300  of  FIG. 3A  further includes sending active queues, via an active queues message  54 , from active queue routine  28  to service client routine  38 . The service client routine  38  in this example is resident on the mobile communication device  11  ( 325 ). The active queues message  54  includes active queues wherein an identifier of a mobile communication device  11  may be placed. 
     The method  300  further includes receiving a request for the expected wait time for receiving a call back from a provider. The expected wait time may be received via an expected wait time call  56  from the mobile communication device  11  ( 330 ). Upon the user selecting a queue using the service control  40 , the expected wait time client  42  generates an expected wait time call  56  to the sequence component  22 . The method  300  includes the expected wait time routine  30  sending a request  62  for the expected wait time to the expected wait time component  18  (within the queue component  20 ) ( 335 ) and receiving the expected wait time  64  ( 340 ) from the expected wait time component  18 . 
     With continuing reference to  FIG. 3A , the method  300  further includes sending an expected wait time message  58  to the mobile communication device  11  ( 345 ). More particularly, the expected wait time message  58  is sent from the expected wait time routine  30 , of the sequence component  22 , to an expected wait time client  42  of the session queuing component  24 . The method  300  further includes receiving a confirmation call  60  from the mobile communication device  11 . More particularly, the confirmation call originates from confirmation client  46  (part of the session queuing component  24 ) and is sent to the confirmation routine  32  ( 350 ) of the sequence component  22 . The method  300  further includes sending a request via a message  66  to the queue component  20  to add user&#39;s identifier to the selected queue ( 355 ). 
       FIG. 3B  is a schematic diagram of an embodiment of a telephone based system  10  showing multiple mobile devices  11   a - 11   d  and multiple business communication centers  14   a - 14   c . Each business communication center  14   a - 14   c  is typically associated with a company for which the business communication center  14   a - 14   c  is operated. The system  10  includes sequence component  22  and a session queuing component  24 . The sequence component  22  performs the call back sequencing of the mobile communication devices  11   a - 11   d . The session queuing component  24  resides within a mobile communication device  11  and can be loaded onto each mobile communication device  11   a - 11   d.    
     With continuing reference to  FIG. 3B , each business communication center (using business communication center  14   a  for reference) may be associated with a company and comprise a group of service agents  12 . Each of the service agents  12  may be a service representative system for enabling a service representative to service a client. More specifically, the service representative may participate in an audio session with a mobile communication device  11  and service the requests of each client, or routine, of the session queuing component  24 . The service agents  12  may be organized in a single service agent set grouped into multiple service agent sets based on the skill set of service agent operators (e.g., the operators of the service agents  12  at a communication system). 
     In an embodiment, the business communication center  14   a  has at least one computer system including a processor operating the queue component  20 , and memory. In general, the queue component  20  is adapted to maintain a group of queues  16   a ,  16   b  with each queue  16   a ,  16   b  being associated with one of sets  12   a ,  12   b  of the group of service agents  12 . For example the set of service agents  12   a  may be associated with queue  16   a  while the second set of service agents  12   b  may be associated with queue  16   b.    
     In an embodiment, the queue component  20  identifies a sequential order of the mobile devices  11   w ,  11   x ,  11   y , and  11   z , which are queued for connection to one of the service agents  12 . 
     Expected wait time component  18  is adapted to determine an expected wait time value representing the time at which service agents  12  within the particular service agent group are expected to be available to service a client. The expected wait time can be calculated or determined in a number of different ways. 
     The expected wait time value may represent an estimated wait time calculated using primary estimated wait time techniques such as projecting a wait time based on the quantity of clients in the queue and any of a historical, present, or projected time allotment for handling each such queued client. Alternatively, the expected wait time value may be a function of both a primary estimated wait time calculation and a wait time augmentation calculation made based on service agent availability and/or scheduled change in service agent availability as disclosed in co-pending patent application Ser. No. 11/143,857 filed on Jun. 2, 2005 and assigned to the same assignee as the present invention. Such patent application is incorporated herein by reference. 
     The sequence component  22  may be embodied as a web services server. 
     In one embodiment, the sequence component is connected to the internet and includes appropriate web services messaging systems (i.e., Simple Object Access Protocol or SOAP) for communicating with the session queuing component  24  on the mobile devices  11   a - 11   d . In an embodiment, the sequence component  22  communicates with queue component  20 . 
     The sequence component  22  may include a processor (not shown) for executing the web services messaging systems as well as other applications stored on a memory (not shown). Such other applications may comprise an active provider routine  26 , an active queue routine  28 , an expected wait time routine  30 , and a confirmation routine  32 . 
     The session queuing component  24  may include a number of routines including for example, a provider client  34 , a company or provider control  36 , a queue or service client  38 , a queue or service control  40 , an expected wait time client  42 , a confirmation control  44  and a confirmation client  46 . 
     It should be appreciated that each of the routines of the session queuing component  24  are exemplary and for illustrative purposes. Those skilled in the art will recognize that the systems and functions of each routine described herein may be implemented by way of other permutations of components and sub systems. 
     In an embodiment, the session queuing component  24  may be an embedded application of a mobile communication device  11 . In another embodiment, the session queuing component may be a java script, ActiveX, or other similar structure downloaded and executed by a browser and an applicable browser plug-in executing on the telephone  11 . In this embodiment, the session queuing component  24  may include a combination of the java script or ActiveX control and components of the browser and/or the plug-in, which in combination drive operation of the session queuing component  24 . 
     In an embodiment, the session queuing component  24  communicates with the sequence component  22  using web service messages and internet protocol. In an embodiment, the session queuing component  24  obtains user selection of a provider (from a group of providers) with which the user desires to communicate via a telephone communication session. The session queuing component  24  may also obtain user selection of a service of the selected provider (from a group of services) and an estimated wait time representing a duration of time the user can be expected to wait until connecting to the selected services. Session queuing component  24  confirms, after presenting the expected wait time to the user, that the user desires to connect to a service agent  12 . More specifically, it confirms that the user wishes to speak with a particular type of service agent  12 . The session queuing component  24  assists in placing the user in a queue for the user to receive a call back from the service agent  12  at a connection time. 
     The connection time may be when the user reaches the first position in the queue (i.e., after other clients in the selected queue prior to the client have all been connected to available service agents or abandoned their position in the queue selected) and a service agent becomes available, or at a specific scheduled time. The specific scheduled time may be a time calculated by adding the expected wait time to the time at which the expected wait time was presented to the user. The specific scheduled time may also be a time selected by the user. 
     The term “provider” is used interchangeably with the term “business communication center” or the “provider&#39;s business communication center” within this application, and the term “queue” is used interchangeably with the term “service” or the “queue for connection to a service agent providing the selected service.” 
       FIG. 4 , is a block diagram of an embodiment of queue component  20 . The queue component  20  may include primary queue  17  (ACD) adapted to queue mobile communication devices  11  while maintaining the telephony connection (e.g., mobile communication devices “on-hold”), a secondary queue component  19 , a call back component  15  adapted to establish a telephony connection to mobile communication device  11  for which a telephony connection is not maintained by the primary queue  17 , and an expected wait time component  18 . 
     The primary queue  17  may be embodied in a primary automated call director (ACD). In an embodiment, the ACD places in a queue client telephone connections which are “on-hold” waiting for a service agent  12 . Such an ACD may use known technology adapted to (1) receive incoming calls from the mobile communication device  11  (e.g., establishing a client connection with each) (2) identify which group of service agents the caller desires to connect (including using primary voice prompts) and (3) place the call in a queue for connection to the identified service agent group. If one of the service agents  12  within a service agent group becomes available, the ACD connects a next client connection from the queue to the available service agent  12 . 
     The secondary queue component  19  may be coupled to a primary queue  17  as an accessory device. The secondary queue component  19  maintains the queue position of the mobile communication device  11  in a manner that does not require the mobile communication device  11  to remain “on hold” or otherwise maintain an active telephone connection with the primary queue  17 . More specifically, for a mobile communication device  11  calling the communication center utilizing the primary queue  17 , the secondary queue component  19  may (1) obtain a network address for the mobile communication device  11  (e.g., a telephone network call back telephone number or other telephone network address) and (2) write the network address of the telephone connection to a record of the queuing table (for example record  224  in the event a user of mobile communication device  11   a  calls the communication center in a primary manner). Further, the secondary queue component  19  may, at the appropriate connection time, (3) induce the call back system  15  to establish a connection to the mobile communication device  11  utilizing the call back number. Inducing the call back system  15  to establish the connection may include generating a call back message  220  to the call back system  15 . 
     The secondary queue component  19  may also (e.g., mobile communication devices  11  being added to a queue utilizing telephone system  10 ), obtain a network address of a telephone connection to the mobile communication device  11  (e.g., a telephone network call back telephone number or other telephone network address) via the messaging discussed above with respect to messages  62 ,  64 , and  66  in  FIG. 3B . The secondary queue component  19  may write the network address of the telephone connection to a record of the queuing table (for example record  226  in the event a user of mobile device  11   b  utilizing system  10  for being added to queue  16   a ), and at the appropriate connection time, induce the call back system  15  to establish a connection to a mobile communication device  11  utilizing the call back number. Inducing the call back system  15  to establish the connection may include generating a call back message  220  to the call back system  15 . The call back message  220  may include identification of the telephone number to which the call back system  15  is to establish a telephone connection and identifying the queue  16   a ,  16   b  and/or service agent group  12   a ,  12   b  to which the telephone connection is to be connected. 
     After the call back system  15  has established a connection with the mobile communication device  11 , it may generate a priority connection to the available service agent  12  within the appropriate service agent group  12   a ,  12   b.    
     The priority connection  222  may be a transfer  222   a  of the mobile communication device  11  connection to the primary queue  17 . Transfer  222   a  may occur via a command such that the primary queue  17  connects the client to the next available one of the service agents  12  within the required service agent group  12   a - 12   b  (e.g., places the client at the front of the queue). The priority connection  222  may also be a connection  222   b  directly to the next available service agent  12 , bypassing primary queue  17 . 
     The secondary queue system  19  may comprise a secondary queue application  91  and a secondary queue table  93 . The secondary queue table  93  maintains, for each mobile communication device  11  being handled by the secondary queue component  19 , call back information. In more detail, secondary queue table  93  may comprise a plurality of records  95 . Each record  95  associates a client identifier  97  with a call back telephone number  101  (or other network identifier) to which a telephone connection may be established with the subject mobile communication device  11 , or other communication receiving device at a connection time  103 . Secondary queue table  93  may also include a service agent ID  99  identifying the service agent  120 , or subset of the group of service agents to which the client  11  is to be connected. 
     In one aspect, the secondary queue application  91  monitors the passage of time and, upon determining that time has advanced to the connection time  103  of one of the records  95  of the secondary queue table  93 , drives the call back system  15  to establish a telephony connection to the subject client. Again, the telephony connection may be a primary PSTN connection or a telephony connection using an alternative technology such as VoIP. 
     After establishing the telephony connection, the priority connection to a service agent  12  within the required service agent group is generated. 
     The expected wait time component  18  may be part of the secondary queue system  19 , part of the primary queue (ACD)  17 , or a separate accessory system interoperating with the secondary queue system  19  and the primary queue (ACD)  17 . 
     Referring now to  FIG. 5A , each mobile device  11  may include user interface  90  inclusive of display screen  92  and controls  94  (such as keys, touch panel, or other controls) for operation of controls rendered on the display screen (keys are represented), memory  96 , and processor  98  for executing applications encoded in the memory  96 . 
     The applications encoded in memory  96  may include a telephone application  100 , and/or appropriate systems adapted to drive operation of the user interface, and the session queuing component  24 . 
     The telephone application  100  may be adapted to signal, establish, and maintain an audio communication session (either as the session initiator or receiver) with remote endpoint devices over compatible networks (PSTN, VoIP, and other networks utilized for audio communication sessions). The endpoint devices include the business communication center systems  14  for signaling, establishing, and maintaining audio communication sessions between each service agent  12  and the business clients, each of which may utilize one of the mobile devices  11  for communication with the business. 
     The session queuing component  24  may include a launch object  74  rendered as a “My Providers” icon on the display screen  92  and adapted to launch operation of the session queuing component  24  upon detecting user selection of the launch object  74 . 
     Referring now to  FIG. 5B , for purposes of performing the above described functions, visible objects of the session queuing component  24  (following activation by selection of the launch icon  74  as depicted in  FIG. 5A ) include a provider control  36 , a service control  40 , and a confirmation control  44 . 
     The confirmation control  44  may include a window  44   a  for confirming the identifier of a mobile communication device  11  (i.e., the call back telephone number utilized to establish an inbound telephone call to the mobile communication device  11  or other unique “call back” identifier used to establish an audio session with the mobile communication device  11 ), an accept control object  44   b  and a cancel control object  44   c.    
     In an exemplary embodiment, the telephone number of the mobile communication device  11  may be pre-populated to the window object  44   a  with the window object being active to enable the user to modify the telephone number in the event he or she desires the call back to be at a different telephone station. 
     The cancel control object  44   c  may be a selection button adapted to detect user selection. Upon detecting user selection, cancel control object  44   c  may be adapted to terminate operation of the session queuing component. 
     The accept control object  44   b  may be a selection button adapted to launch the confirmation client  46  upon user selection. 
     Upon launch of the session queuing component  24  the visible objects of the session queuing component  24  may be rendered on the display screen  92  as depicted in  FIG. 5B . 
     The provider control  36  may be rendered in an active state with the group of providers  78  ( FIG. 6 ) populated into its drop down menu. From this menu, the user may select providers from the selected business communication center. The service control  40  is shown in an active state. The service control  40  and the confirmation control  44  may be rendered in an inactive state (i.e., rendered with no populated data, inoperable, and rendered with a gray tint to indicate the inactive state). In an embodiment, the provider client  34  (shown in  FIG. 3B ) populates the provider control  36  with a listing of the providers from the group of providers  78 . 
     Referring now to  FIG. 6 , shown is an illustration of the provider control  36 . The provider control  36  may be a drop down menu control which displays a group of providers  78 . From this menu, the user may select a provider from the selected business communication center. 
     The service control  40  may be a drop down menu control (as represented by  40   a ,  40   b ) which displays, for the selected provider, the services/queues of a group of services/queues  80   a ,  80   b  associated with the selected provider&#39;s business communication center. A user may select a service from this menu. 
     Exemplary providers include Company A and Company B. For purposes of illustration, Company A may be a utility company and its services/queues associated with its business communication center may include a service/queue for reporting loss of services, a service/queue for handling billing matters, and a default service/queue for handling other matters. 
     Company B, for illustration, may be a bank and its services/queues associated with its business communication center may include a service for handling of checking, savings, or other deposit accounts, a service for handling credit card accounts, a service for handling mortgage accounts, and a default service for handling other matters. 
       FIG. 7A , shows an exemplary embodiment of a structure for communications or messages passing between the mobile communication devices  11  and service providers. In this example, the structure of an active providers remote processing call  48  is shown. The structure may be an XML structure  100  with applicable SOAP or other remote processing call protocol information  102 . The exemplary structure includes at least a method identifier  104 , which identifies the active provider routine or process  26  as the remote process, and data arguments  106  for the active provider routine  26 . The data arguments  106  may include at least identification of the user. 
     The remote processing call  48  may be encapsulated within appropriate TCP/IP and HTTP headers and other transport layer information  108  such as source IP address and source port number of the requesting device  11  and destination IP address and destination port number of the sequence component  22 . Such combination may be encapsulated within appropriate media layer protocols  110  for transmission across physical communication media via various physical layer segments interconnecting the requesting device  11  and the sequence component  22 . 
       FIGS. 7B-7D  show exemplary structures of other messages or communications within system  10  similar to that of active providers remote processing call  48 . The other communications that may be similarly structured, encapsulated, and transported may include the active queue remote processing call  52  ( FIG. 7B ), expected wait time call  56  ( FIG. 7C ), add-to-queue remote processing call  154 , the active providers message  50 , the active queue message  54 , the expected wait time message  58 , and the confirmation remote processing call  60  ( FIG. 7D ), for example. 
     More specifically, referring to  FIG. 8A  and  FIG. 8B , the active provider routine  26  includes a looking up (at step  112 ) in an active providers data store  200 , a list of active providers associated with the user. The active providers data store  200  and may include a group of records  202 , with each record associating a user ID  204  with identification of a group of active providers  202  associated with the user ID  204 . Step  114  represents building an active providers message  50  (shown in  FIG. 3A ) for return to the device generating the active providers remote processing call  48  (shown in  FIG. 3A ). 
     It should be appreciated that the above described structure and processes for populating the provider control  36  is exemplary only. Those skilled in the art will also recognize that the list of providers could be obtained and stored within the mobile communication device  11 . A list of providers stored within the mobile communication device  11  may then be used for populating both the provider control  36  and the active queue control  40 . Upon a user selecting a provider from the list of active providers  78  rendered or shown within the provider control, the service client routine  38  requests a listing of active queues from the active queue routine or process  28  of the sequence component  22 . The service client routine  38  populates the service control  40  with a listing of active queues associated with the selected provider. 
     More specifically, referring to  FIG. 8C  and  FIG. 8D , the active queue routine or process  28  includes looking up (at step  126 ) in an active queues data store  208 , a list of active queues associated with the selected provider. The active queues data store  208  may include a group of records  210 , with each record associating a company ID  212  (identifying a provider) with identification of a group of active queues  214  associated with the company ID  212 . The build active queues list (step  128 ) represents building an active queues message  54  (described above) for return to the device generating the active queue remote processing call  52  (described above). 
     Upon receipt of the active queues message  54 , by service client routine  38 , the service control  40  is populated by the list of active queues  80   a  as discussed with respect to  FIG. 5B  and  FIG. 6 . 
     It should be appreciated that the above described structure and processes for populating the service control  40  is exemplary only. Those skilled in the art will also recognize that lists of active queues for each provider could be obtained and stored within the mobile communication device  11  utilizing one or more remote processing calls prior to user selection. As such, list of providers and active queues stored within the mobile communication device  11  may then be used to populate both the provider control  36  and the active queue control  40 . It is further envisioned that both the provider control  36  and the service control  40  may be combined within a single control listing combinations of a provider and a service. 
     More specifically, referring to  FIG. 8E , the expected wait time routine or process  30  includes obtaining (at step  134 ) from the expected wait time component  18  associated with the selected queue of the selected provider, the expected wait time for the selected queue. Such step may include sending a remote processing call to the expected wait time component with data arguments (of the remote processing call) including identification of the selected queue. The return expected wait time to calling device (step  136 ) represents the expected wait time component  18  building an expected wait time message  58 . The expected wait time message can then be sent to the device generating the expected wait time remote processing call  56 . 
     Referring back to  FIG. 5B , upon receipt of the expected wait time response message  58 , the expected wait time value  148  identifying the expected wait time duration of time is rendered on the display screen as depicted by reference numeral  82 . Following display of the identification of the duration of time, the confirmation control  44  may be activated for obtaining user input. 
     As discussed, the confirmation control may include a window  44   a  for confirming a telephone number of the mobile device (i.e., the telephone number utilized to establish an inbound telephone call to the mobile device  11 ), a confirmation control  44   b  and a cancel control  44   c.    
     In an exemplary embodiment, the telephone number of the mobile device  11  may be pre-populated to the window object  44   a  with the window object being active to enable the user to modify the telephone number in the event he or she desires the call back to be at a different telephone station. 
     The cancel control  44   c  may be a selection button adapted to detect user selection. Upon detecting user selection, the cancel control object may be adapted to terminate operation of the session queuing component. 
     The accept control object  44   b  may be a selection button adapted to launch the confirmation client  46  upon user selection. 
     The confirmation client  46  (shown in  FIG. 3A ) may be adapted to send a confirmation remote processing call  60  to the sequence component  22  via the message structure described above. In this instance, the data arguments may include at least the identification of a telephone number or other telephone network address or the communication receiving device or mobile communication device  11  that the user desires for use in the connection to the service agent. Typically such identification will be a PSTN telephone number that the provider systems will use as a “call back number” to establish a telephone connection between the user and a service agent at the appropriate call back time. 
     Further, the arguments of the confirmation remote processing call may include identification of the selected provider and selected queue which the user desires to join. Alternatively, the arguments may include a session ID matched to previous remote processing calls such that the sequence component may determine the selected provider and selected queue which the user desires to join. 
     More specifically, referring to  FIG. 8F , the confirmation routine or process  32  includes (at step  216 ) generating an add-to-queue instruction  217 . The instruction may include for example, a queue ID of the selected queue and the call back number (e.g., the telephone network identifier of the mobile communication device  11 ) in a format compatible for transmission to the selected business communication center&#39;s systems. The step  218  of passing the add-to-queue instruction  217  to the queue component  20  of the selected provider is shown in  FIG. 8F . This step includes packaging the SOAP formatted add-to-queue instruction with applicable transport layer and media layer for transmission as discussed above. Upon receipt, the queue component  20  of the selected provider may add the user to the selected queue. 
     The above described system represents an exemplary embodiment of a connection system for sequencing mobile device identifiers in a selected queue for connection to a service agent of a group of service agents at a business communication center. The present invention includes all such equivalents and modifications, and is limited only by the scope of the following claims.