Description

Field of the invention

The invention generally refers to techniques for managing the waiting queues. More particularly, it allows remotely managing the assignment of the position to the user who requests it via telephone or web-access to the service. The configured portal allows releasing the issue of the progressive number to the client without the latter having to physically go to the business or service center.

State of the art

The queuing system is a currently indispensable system for the management of queues at service counters and sales units. The elements that compose the current usual queue management systems are the following: display, with radio control, a stable upright with dispensing case, loudspeakers etc... It is usually distinguished between a single-point line characterized by a low public influx, or in any case not diversified, and multipoint or multiservice lines designed for displaying not only the progressive turn number but also the number of the caller station or counter. In this case, multiple choice number dispensers are provided with multiservice block.

In the present document, particular reference will not be made to the type of queuing system function, i.e. whether it is directed for a multipoint line or a single-point line. The problem confronted and solved by the present invention lies upstream of such already- existing apparatuses, and is aimed to avoid that the acquisition of the queue position must necessarily be obtained with the physical presence of the user at the block/dispenser. In other words, on one hand, dematerializing the receipt that constitutes proof of having entered the queue, and on the other hand it is desired that the acquisition of the progressive number occurs remotely by means of Internet or telephone connection to a dedicated server that provides the queue entry service.

Known from the Korean patent KR20080050251 is a system of remote management of the queues via telephone. The solution is a notification service based on the waiting times of each attraction in an amusement park. The obj ect is to allow users to use the maximum number of attractions in the least amount of time possible. A queue detector is installed at each attraction of the park and detects the length of the queue of the waiting users, in order to define the probable waiting time based on the length of the queue. A user registration interface acquires the information on the cell phone of the user, which requests a service of notification regarding the waiting time of each attraction. According to this solution, an application server stores the telephone number of the user registered in the service and detects the preferences and position in which the user is found based on the telephone number. Thus, each time a probable waiting time is remotely provided for each attraction of the amusement park, also considering the preferences of the user.

This solution does not provide that the position of the user in the queue is assigned without him being physically present. In addition, it is unable to operate where there are zones with no phone service. In addition, the Internet potentiality is not utilized for communications in real time, for example, whether to insert oneself in the queue by means of VOIP or for being able to control the state of the queue itself on demand.

Object of the present invention is to provide a technique for eliminating remote-managed queues that solves the problems and overcomes the drawbacks of the prior art.

A further specific object of the present invention is a system for eliminating remote-managed queues with the relative apparatuses and devices that implement the method that is the object of the present invention.

In addition, it is desired to monitor in real time the length of the queue, which as is known can be suddenly completed or require much longer completion times than originally expected. It is also desired that the system server and the display devices that inter-operate in real time employ programming languages, operating systems and access and communications protocols that are among the most widespread and recognized as standards in the mobile communications field, for the purpose of rendering the finding reliable and easy to manage. Finally, an object of the present invention is to provide techniques which employ constituent elements, materials and technologies that are standard in the field of miniaturized portable electronic device structures, in order to render a portable multifunction indicator of the state of the queue that has limited cost and ready maintenance.

Brief description of the drawings

These and other objects that will be clearer in the course of the present description are obtained by means of techniques for eliminating remote-managed queues and the relative apparatuses and devices that allow implementing such techniques, to which reference is made in claim 1 and following.

In order to better clarify the invention and without wishing to limit the scope and sectors of use, the present invention will now be described with reference to a particular non-limiting, non-binding embodiment thereof, shown in the enclosed drawings, in which:

FIGURE 1 is a general schematic representation of the queue elimination system according to the present invention,

FIGURE 2 is a schematic diagram that reports a particular embodiment detail of Figure 1; FIGURE 3 is a circuit diagram of a particular device according to the invention.

The finding is capable of confronting all the technical and technological implications that must be considered for obtaining an industrial product.

The queue elimination platform is situated on the dedicated servers 10, 14. For such reason, the business 30 who wishes to start to use this service need only communicate through its website or through its organization the number to be contacted for acquiring the number. Hence, it does not have to install any software. The platform 10 provides for the use of a VoIP numbering through which the user is placed in communication with the virtual dispenser of "queuing system" numbers. The reception number can be dedicated or shared.

DEDICATED NUMBER: the user directly accesses the queuing system of the business organization and through the navigation indicates the place and service subject of the request for number. Such indication can be solved by the platform through the use of a voice recognizer 21 in the case in which the possible places and services are quite numerous or through the selection with key typing if the selections are not so numerous and are proposed by the platform.

Downstream of the requested service and place indication, the user receives the communication regarding the number of waiting users at the time of the call and is asked if he wishes to request the queue entry number. In case of positive reply, the platform supplies the queue entry number.

If the caller number is a mobile telephone number, the system will send a confirmation SMS with the queue entry number, after having requested the authorization to use the number for such mailing.

In case of call from land-line telephones 20, the platform will request a cell phone number from the user, on which a confirmation SMS is sent. Without such indication, no confirmation will be sent to the user.

Upon request of the customer, the platform 10 will then send a reminder SMS on the telephone 2' of the user when the queue has reached a settable number of waiting users. Alternatively, the user, calling once again from the same number from which he made the reservation, will be recognized as the possessor of a queue entry number and, skipping all the preceding steps, will receive the information regarding the number of waiting users on his queue.

SHARED NUMBER: the user will be requested to type or pronounce the name of the organization for which the queue entry number is requested, and then the process proceeds as in the preceding point. At the business site(s) 30, a panel is present that is connected to the network and which shows the state of the queue, and through which it is possible to take a number by directly inserting one's own cell phone number on which the confirmation SMS is received.

The platform can be integrated with pre-existing blocks connected to the network at the business organization.

Each time a user requires the queue entry number via telephone, the platform interrogates the block via network, which provides it with the state of the queue and, if requested, provides it with a progressive number increased by one with respect to the state of the queue at the time of the call.

If the block allows it, it is possible to insert the telephone number from which the call has been made and directly print the queue entry number at the business organization.

The platform can be integrated with any queuing system that functions through a central data bank 14, hence also a web system or through a smartphone application.

USER INTERFACE

In order to take a queue entry number, the user makes a call to the number 20', 20" that the manager communicated and then follows the indications of the voice portal 21. At the end of the voice path, he will receive his own number. If calling from cell phone or by inserting his own mobile telephone number, he will receive an SMS with the queue entry number that was reserved.

The user always controls the state of the "queue" by making a call, through the telephone portal, by making a call from the same apparatus through which he reserved the number or by viewing the display at the business that uses the queuing system.

The represented screen is easily displayed in an office through an inexpensive 7" or 10" tablet, with a format of the following type:

STUDIO MEDICO ROSSI

are serving number Your number 22 24

Thurs 05 July 2012 To take the number

Waiting users 2 Click here

MANAGER INTERFACE

In order to activate the service, the manager of the business 30 need only acquire the service and communicate the access number to the users thereof. The manager, through his screen, has the possibility to supply numbers to those who request them directly at the business. Still through the same screen, the manager can make the queue advance.

From a strictly implementation standpoint, the solution through the web provides for the use of an HTTP interface (GET method) active between the PBX VOIP 21 (assigned to the reception and management of telephone calls) and a generic Web Server 24 which instead carries out the actual functions of management of the queue.

The interface described herein is that already used within the architecture introduced above in Fig. 1, which illustrates the distinction between the management of calls and the management of queues.

In the diagram of Fig. 2, the functions are summarized via blocks, where the ideal placement of the third party server 25 is also inserted, given that it is possible to enable the HTTP connection thereto (described below).

Shown in said figure 2 is the architectural capacity to coordinate the numbers emitted by the telephone queuing system with those of a system already present, so long as it is connected to the network, with any transport.

The calling reception system 20 is composed of two dedicated functionalities:

a- one through a toll-free number 20', and

b- the other through a local line 20";

which by means of national carrier 26 allow accessing a PBX VOIP 21 set for the acceptance into the queue. In turn, the PBX VOIP 21 inter-operates with a PBX/WEB interface 22 which operates as a gateway with the system servers (the web server 2 and the server at the third party 25).

The access to the management service for the queue is also actuated by means of mini-kiosk 23, with which smartphones, tablets, notebooks etcetera can be interfaced.

The connection in this case occurs by means of Internet and is managed via web server 24. The architecture of the Queuing System according to the present invention provides for the activation of a simple terminal with incorporated Internet browser, to be installed at the business 30 where the services, subject of the queue, are supplied. This terminal, whether it is a common SmartPhone or Tablet or another computer, shows the public an interface of intuitive type that configures the usual fields of a paper number.

This achieves the principle on which the invention is based, in an extremely simplified and hence inexpensive manner, and easy to install, through a mini-kiosk dispenser which moreover does not consume any type of paper.

The protocol implemented for implementing the devised solutions provides that the current interfaces awaits, upon HTTP GET request, with the syntax reported hereinbelow, a reply in plain-text format, with the results separated by the character ' :' (colon).

The generic call is thus formed:

http :// server/interfaccia. est?CMD=comando&CLI=Chiamante&ID=Coda

Where:

'server' is the url of the web manager server of the queue

'interfaccia' [translated: interface] is the name of the web page that receives the requests 'est' [translated: ext] is the extension of the page to be interrogated (html, asp, aspx, php, etc.)

'Chiamante' [translated: caller] is the telephone number of the user who accesses the service 'ID' is the unique code the identifies the queue on the WEB server managing such queue 'comando' [translated: command] can equate to:

ISOW ER in order to verify that CLI is or is not the MANAGER of the ID queue (i.e. the manager of the service to the final user). This function is provided for possible management of the queue itself by the MANAGER directly via voice telephone (for example for controlling how many users are reserving or for stopping or starting the service etc.)

REPLY: N or Y

ONQUEUE for verifying if CLI is already waiting on a queue managed by the web server. POSITIVE REPLY: Posizione: Attesa:IdCoda:DescrizioneCoda [translated:

Position:Wait:QueueID:QueueDescription] (e.g. : 3:6: 1348:Studio rossi)

NEGATIVE REPLY: (): : :

SERVICENAME for restoring the plain text description of the ID service (used for reciting it to the user at the time of telephone access, e.g. : "Welcome to the queuing system service of Studio Rossi".

POSITIVE REPLY: DescrizioneCoda [translated: Queue:Description] (e.g.: Studio Rossi) NEGATIVE REPLY: X

SPACE for verifying, on the ID queue, how many numbers can still be taken (serves for managing the status of a queue that is full or too long)

POSITIVE REPLY: CapacitaCoda [translated: QueueCapacity] (e.g. : 98)

NEGATIVE REPLY: 0 (Finished capacity or ID not valid)

QUEUE places in queue CLI on the ID queue

REPLY: Posizione: Attesa [translated: Wait:Position] (e.g. : 8:4 the user has the number 8 and 4 users before him)

QLEN returns the number of users waiting on the ID queue

REPLY: UtentilnAttesa [translated: WaitingUsers] (e.g. : 12)

Another certainly innovative aspect of the present invention is the function assumed by the application server 10 which with respect to known applications, no longer behaves like an apparatus to which the request is made to be inserted in the list of people in queue, but is itself an active interlocutor that periodically signals the state of the queue, and above all unexpected variations relative to the extension or shortening of wait times.

It is well known that the number of people waiting in queue in some public offices is quite high, such that sudden and unexpected wait shortening occurs, since many people have left the queue rather than wait for a long time. In such case, tens of numbers pass in very limited time periods. On the other hand, when a low number of people are in queue, the same will tend to remain waiting in order not to lose their place in line.

The application according to the present invention is capable of actuating interpolations over the times provided by communicating, in real time to the user, the lengthening/reductions of the wait time.

In one of the preferred embodiments, the finding is a queuing system that refers to a given place or event (such as a doctor's office, appointment at a restaurant...). The system of access to the place 30 registered and geo-referenced on the platform 10, 14, 15 allows the automatic recognition and monitoring in real time in relation to the current geo-located position of each user who was entered in the same queue.

In a further preferred embodiment of the invention, it is provided that the procedures for signaling the state of the queue inter-operate with the detection of the current position of the user entered into the queue itself. Such detection occurs by means of satellite system with the same application present on the cell phone of the user, whose number is provided at the time of insertion in the queue. This signaling referred to the current location of the user is executed at the same time that the user in possession of the GPS-detection cell phone moves towards or away from the site of the business or the office that is the subject of the waiting queue.

For example, take a user who must go to his national health service doctor, the latter's office situated 5 km from the user's current location; the user makes a reservation on line by providing his cell phone number. The location of the cell phone in a given zone is used for providing a series of useful information to the user.

The insured patient is communicated, e.g. by means of SMS, that the queue at the doctor's office is currently ten waiting people, and that given the traffic conditions the person who uses the service would arrive well before his turn. If a pharmaceutical representative has entered the queue, a new message will advise the user of a further increase to the wait time. Thus, the patient can utilize his time in other activities rather than have to wait at the doctor's office.

Analogously, the satellite location 15 operates in the case in which the user arrives at the office, takes note of the wait time and decides to exit momentarily (to the bar, supermarket, tobacconist...) and then return shortly thereafter.

In this case, the procedure detects, by means of satellite localization, the approaching and then moving away from the site that is the subject of the queue, and once again starts to send information on the state of the queue, suspended when the user was localized at the doctor's office.

In a preferred embodiment of the present invention, it is also provided to solve the problem of the lack of connection and coverage typical of large shopping centers or outlets located in the countryside.

It is assumed that the user has already been entered into the queue(s) through the platform 10 and the procedures described up to now. When the user enters the business/store, he is given a portable device such as a bracelet or card, with multifunction LED indicator, on which the different positions occupied in the queues can be read. In particular the user:

i- is registered at the entrance, by inserting his personal data and waiting queue(s) entry number,

ii- each user is associated with a remote counter device 50.

iii- the device 50 is connected to the computer server situated at the business, through a radio station (Wi-Fi).

Each elementary zone of the upper part of the remote counter device 50 has a sequential series of LED diodes that can be configured by the user, in a suitable definition step, by associating each LED group with a particular waiting queue.

The panel is configured with a double sequence of ten LEDs, one pair for each waiting queue to be monitored. A pair of LED sequences is present for each section. In figure 3, a double queue is exemplified, hence four series of LEDs. The name and reference of each section must be entered at the time of initialization of the multifunction indicator 50, for example at the time of entry into the shopping center. With the passage of time, in relation to which queue is being completed, the client will know where to go so as to not lose time.

Hence, the fundamental principle of the present invention is also that of a signaling function in which the user, in real time, receives a suitable signaling on his remote counter device regarding the queue completion condition. This is the object for which said transceiver device 50 is used, such device being carried by the user. In addition it comprises, at its interior, an electronic device with relative power supply that continuously transmits and receives - over frequency and with protocol 802.1 1 - its presence to the server at the business premises of the manager.

Upon entering the business premises, in order to associate each user with his monitoring and signaling device 50, the first operation to be executed is an initialization that corresponds with the insertion of an ID.

In order to carry out this operation, it is necessary to launch the application from the main menu of a dedicated program on the peripheral server, at the business premises 30 of the manager, and then the multifunction indicator is activated with a device connection procedure.

The operation is repeated until the multifunction indicator 50 has been detected. Transmission functionality tests are provided which initially provide for a simulated situation generation of the active remote counter device 50, which occurs if the application correctly generates the signal to be sent, and such signal is received by the same indicator 50. In other words, after a remote counter indicator 50 has been associated with a user, it is automatically included in the list of devices to be monitored with periodic alerts on the course of the queue length.

In another preferred embodiment of the present invention, a configuration is provided in which the user himself accesses the server, in order to eliminate or enter IDs of queues where he wishes to be entered. Consider the impromptu situation of the waiting queues in the fashion outlets during sales periods.

In other words, also for such functions, in order to include one or more ID devices in the queue which were previously excluded, it is sufficient to access the setting functions of the waiting list, which report the list of all the businesses of the outlet.

In a different management of the queue, the management is assigned to the user terminal 23, i.e. to the tablet, laptop or cell phone.

The multifunction indicator 50 is managed by a microprocessor 47 which in turn inter- operates with an interface 802.11 that connects it in wireless mode to the server 25 at the business premises of the manager who controls n-queues. The microprocessor 47 is also connected to a power circuit 48 for driving the LEDs 49, capable of directly commanding, two-by-two, the various LED series present on the multifunction indicator 50. The power circuit 48 is power supplied by a rechargeable battery or solar battery.

The functions relative

i- to the interfacing in TCP/IP protocol towards the server 25, to the decoding of the commands, and

ii- to the command to turn on the LEDs 49 are assigned to the microprocessor. The arrangement of the HW is based on protocol 802.11 which allows establishing the connection of the indicator 50 with the local server 25, and upon established connection allows the relative microprocessor 47 to receive signals from the network server and to send the provided switching commands on the network.

The remote counter device 50 operates, in other words, as a RxTx device in real time. It is assume that the user must go to a shopping center where he has various activities to perform, including among others: going to the hairdresser/barber, depositing checks in the bank, going to a restaurant. For these tasks, before leaving home or the office, the user has made geo- localized reservations on line, according to that set forth above.

Once he has arrived at the shopping center, the user goes to the reservations center where he will be given the portable remote counter device 50 with multifunction indicator, with the reservations having been previously remotely made. The device will thus be given to the client with the three reservations by means of three pairs of LED rows, respectively units of tens, tens and tens, i.e. one pair for each business. Each row pair allows displaying, in real time, where the waiting queue has arrived.

In addition, the switching through a key instead allows recalling the position of one's reservation.

A further sending/command key is provided - "moving down the queue". This in case the user cannot access the service for which he was in the waiting queue since, for example, he was in the meantime engaged for an extended time in another activity.

By pressing the dedicated key, the user will for example be moved five positions down the queue. In this case, if the client has place 86, and currently number 85 is being served, with the pressing of the y key he will then have number 91. In fact, the server manages the position transfer by making the numbers 87, 88, 89, 90, 91 advance by one, entering the client at position 91, without however altering the positions subsequent to 91.

It is clear that the local server 25 at the manager's business premises (which can be multiple if this is a complex like a shopping center or outlet) is directly connected with the central server 10, and with the relative data banks 14, in order to be able to update the progression of the various queues. In turn, the local server 25 of the third party actuates the updating of the displays of the multifunction indicator 50, sending data that comprise the information regarding the number of people that are waiting in queue on each row and which serve to update the LEDs 49 that must be made to blink - in that section or upon the lighting of each pair of LED rows 49.

The multifunction indicator 50 merely actuates simple commands received by the local service management server 25, hence it is provided with a limited processing capacity. Within the management servers 10 and 25, there are more complex actions that allow managing the queues, processing the messages and creating the commands for the remote counter indicators possessed by each single user. Advantages and industrial uses of the finding

From a technical standpoint of telecommunications networks, such types of forwarding and reception are rather common and standardized processes.

In another preferred embodiment of the present invention, a configuration is provided in which the user uses his own cell device by downloading an application developed ad hoc or a cell device with wi-fi provided by the shopping center itself.

Through such device, it will be possible to access the same functionalities provided by the LED device.

In the case in which the device, in wi-fi connection with the queue management server, is provided by the shopping center, the user can register himself by entering the telephone number or e-mail from which he made the reservation.

In the case of application downloaded on his own terminal, its activation will suffice. The application retrieves the completed reservations from the queue management server and indicates on its display the state of the queues of interest. Dedicated functionalities are also provided for moving the queue reservation number to a later position, by means of arranged icon.

A further advantageous note is to be considered since the system can easily evolve, if required, towards more stratified interfaces according to the specific security, strength and architectural complexity requirements.

The solution according to the invention constitutes one of great convenience for the clients of a given business, but above all great savings for the business activity itself since it does not require the installation of paper issuing machines nor of any other hardware. In addition, upstream of the queue event, in order to associate each user with his own monitoring and signaling device, the first operation to be executed is an initialization that corresponds with the insertion of an ID; the advantageous consequence of this operation is in fact the basis of a client fidelity operation starting from the entry in a personal data bank.