Patent ID: 8743895

Claim:
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.