Selecting a queue to join from a list of queues associated with a selected provider and establishing an automated call back

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. 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. Contextual data is communicated between the device and the communication system. Aspects of the invention include selecting active queues that are relevant to a user of the communication device based on the contextual data; assigning a placeholder for an identifier in the selected queue for a call-back; sending the expected wait time in the desired queue to the communication device.