CN101036159A - Airport customer support dispatch system and method of operation for the same - Google Patents

Abstract

The system supports special needs customer at an airport. A controller processes request, flight and personnel data, generates assignments, and distributes messages. Workstations register available personnel, import/export customer requests and flight information, edit additional customer and flight data, and authorize or overwrite dispatch decisions. Handheld devices provide customer registration, service recording and location registration, and communicate service instructions and activity planning. The controller receives and analyzes data based upon a set of conditions that determine the status of any service request, the location where service is needed, the type of assistance needed, its priority, and the destination of the service. Upon arrival at the destination, or, based upon a set of predetermined conditions, the controller analyzes current conditions, determines the next set of requests and assignments, and provides information needed to support the next assignments. In an emergency, the controller prioritizes the emergency, and reports the emergency to dispatchers.

Description

Airport customer support dispatch system and its How It Works

Related application

The application number that patented claim of the present invention and on March 8th, 2004 submit is 60/551,147 U.S. Provisional Patent Application is relevant, (United States code the 35th is compiled according to united states patent law, 35USC) being defined in this and quoting above-mentioned patented claim of the 119th (§ 119), and require right of priority as patented claim of the present invention.

Background of invention

1, invention field

Present invention relates in general in the customer service support is provided, provide the wireless device field of information.The invention particularly relates to a kind of equipment and method that is used to analyze special Customer Information and flight or travel information, to provide more effective customer service and report for information about.

2, formerly technology describes in detail

21 of aviations (AIR 21)

In April, 2000, the 106th US Congress passed through No. 1000 Congress's proposals (HR1000), promulgation is Wendell H.Ford 21 century aviation investment and Reform Bill (Aviation Investment andReform Act for the 21st Century), or abbreviates 21 of aviations (AIR 21) as.This bill has strengthened the civil penalty to infringement disabled person behavior, can impose the highest 10,000 dollars of/time fines of complaining to each illegal activities of airline.After 21 enforcements of aviation, (Department ofTransportation DOT) has punished a plurality of airlines, adds up 3,200,000 dollars of fines in a case therein in Department of Transportation.This fine sum reduces to 700,000 dollars, and has increased the requirement that guarantees to obey bill in the future.DOT executive arm has increased manpower and has strengthened airline in the investigation dynamics for the injurious act of disabled person and discrimination.The purpose of this invention is to provide a kind of inexpensive solution that reaches the present art,, simultaneously any any injurious act of pointing out in 21 of aviations is minimized to help airline with airport customer support maximization.

Aircraft can reach bill (Air Carrier Access Act)

Aircraft is required to provide the service that client is comprised the disabled person, as can reach bill (AirCarrier Access Act, ACAA) content of middle statement at aircraft.This bill requires airline that following service is provided:

● the wheelchair transportation that arrives gate and leaves from gate;

● is provided at the assistance of machine, following machine and through transport transfer;

● the Reserved seating that is enough;

● available gangway ladder/mechanical elevating equipment in the aircraft

● the reserve requirements in advance of medicine, for example deposit in advance of oxygen;

● the loading of personal device, for example loading of wheelchair;

● provides the reservation seat of the animal (service animals) of service for the disabled person;

● accessible aircraft of and toilet;

● the complaint that is distributed in the appointment at each boat station, the whole world solve official (Complaint ResolutionOfficer, CRO)

● forbids Reserved seating is charged;

● changes the requirement of the impaired wheelchair and the equipment of help immediately

Because the potential responsibility that the violation above-mentioned requirements causes comprises the compulsory execution of being implemented by DOT, and negative medium disclose, client's impression and the potential revenue losses that comprises the course line.

Customer Complaint

Customer Complaint generally includes two main contents:

● can not supply wheelchair

● waits for the overlong time of wheelchair

Some airlines have set up client advisory committee, in all cities, base, boat station and the segmentation of reserving the point of sale be provided with to complain and solve official.These airlines have promised to undertake special-purpose staff and the resource that is provided for disabled person's program.The operational zone, for example customer service, in-fight service and predetermined have the formal training program to disabled person's problem.And interdepartmental DOT resource population and disabled person's Core Team have been set up, and are typically by a plurality of corporate departments and form.Some airlines have added the DOT forum of ATA (ATA) and season property.Some airlines also set team leader's achievement target and with contractor's achievement target.

Technology formerly

The United States Patent (USP) 6 of Zhou Yuhong, 327,533 (calendar year 2001s), " method and the instrument that are used for continuously location and target " (Method and Apparatus for Continuously Locating and Object) related to an automated system, utilize GPS (GPS) or other any positional detecting device, to locate the target of a motion continuously.The running of Target Tracking System is as follows: (1) is calculated and history archive is stored in the internal processor of mobile unit, (2) no matter when receive that GPS signals or any land position sensing instrument signals, calculate and the calibration target location, be invalid, and communication protocol the most to one's profit between a plurality of wireless communications methods is dynamically estimated and adopted in (3).If there is the various wireless communication network on this airport, and the connectedness of these networks is the keys that are used for specific customer support scheduling running, and in this case, this system should can be used for guaranteeing that the contact between scheduler and the succedaneum do not interrupt.

The United States Patent (USP) 6 of Zhou Yuhong, 363,320 (2002) " thin client is the Target Tracking System of explanation in real time " (" Thin-client Real-time Interpretive Object Tracking System "), the orbital motion target real-time detection system that relates to a kind of full-automation, utilize the thin client receiving equipment for example PDA(Personal Digital Assistant), beeper, mobile data terminal (Mobile data Terminals, MDT), mobile phone and other any thin client devices.Real-time position information is converted into one group of significant locating information.The performance of this system is to allow a kind of tracker to be linked to the position of a moving target, obtains map feature, for example point of interest (Point-of-Interest, POI) or the street node, and the existing position of proofreading and correct detected target.For example, GPS (GPS) is located according to the street name, block and the continental embankment that show in real time on thin client, is better than all modes of coming locative handhold GPS equipment to locate with latitude and longitude with existing.When representing succedaneum's position with significant location term, it is useful that the characteristic of this system especially seems, described location term is a special gate, a control point that provides or a kind of known device in set for example, or the like.Such positional information is to express in real time, is presented on the handheld device, for example is also shown on the thin client receiver.Yet the deficiency of prior art is that a kind of scheduling feature that can provide for the airport customer support is provided.

People's such as Koshima United States Patent (USP) 6,349,211 (2002) " position display system of portable terminal " (" Position Display System of Mobile Terminal ") relate to a kind of system, designed system is used at the wireless communications environment positioning mobile units, for example in mobile telephone system, according to the relative position of target mobile unit and transponder, utilize a kind of cell communication systems (small zone communicationsystem) to come the Position Approximate of derived object mobile unit.The deficiency of Koshima patent is to lack the ability that decides succedaneum's Position Approximate based on the mechanism the most to one's profit that can be used for any airport.The required ability of being of this system is that a succedaneum is located in any calculating that does not rely on the relative position that utilizes cell communication systems.

People's such as Smith United States Patent (USP) 6,430,496 (2002) " full-automatic vehicles scheduling, monitoring and payment " (" Fully Automated Vehicle Dispatching; Monitoring; and Billing ") has disclosed a kind of system, designed system are used for dispatching transportation service in response to the detected predefined situation of centralized data base.The demand of transportation service can be stored in the database.The deficiency of Smith patent is to lack the handheld device that will have recognition mechanism to be integrated into this system, the ability of utilizing wireless telecommunications to support arbitrary airdrome control client.The deficiency of Smith patent is the ability that lacks in arbitrary airdrome control customer support.

People's such as Khalessi United States Patent (USP) 6,633,900 (2003) " being used for the mobile crew management system of work order Task Distribution to mobile field unit unit ", (" Mobile Crew ManagementSystem for Distributing Work Order Assignments to Mobile Fields Crew Units ") instructed a kind of system, this system utilizes Local Area Network and ICP/IP protocol, with the one-tenth distribution of work of the crew's that guarantees to have mobile unit order of work.Yet this moves crew's management system is to build on the html page of http server.This running is all diverse in many aspects with the airport customer support.At first, work allocation is the work order compiling by scheduler.This is different from the situation on airport, and the latter dynamically derives with another flight information database from the database of a customer demand to realize.Secondly, information mobile is the structural distinctions in this unit management system, and the problem that this system paid close attention to is with different in the situation of airport customer support.The application requires to be used for the whole flow chart and the data element on airport, and the distribution of the right of priority that client is supported, is to be different from unit management system that the Khalessi patent explained.

People's such as Shad United States Patent (USP) 5,636,122 (1997) " are used to follow the tracks of vehicles location and computer assisted dispatching method and instrument ", and (" Method and Apparatus for Tracking VehicleLocation and Computer Aided Dispatch ") relates to the special system that the vehicles are followed the tracks of that is used for, (Computer Aided Dispatch, CAD) running realizes with a kind of typical CAD.This system has been widely used in law enforcement agency, when patrol unit real-time follow-up, communicates between the regional senior officer of scheduler in concentrating equipment and patrol unit with a CAD system.The situation that the problem that this patent is related and the function of realization and airport customer are supported is also uncorrelated.

The United States Patent (USP) 5 of Kocur, 913,201 (1999) " are used to distribute the method and the instrument of a plurality of work programs ", and (" Method and Apparatus for Assigning a Plurality of Work Projects ") instructed a kind of linear programming technique, to handle a plurality of work programs.This method relates to the assessment to the objective function of multiple constraint, and identification is used for the most feasible strategy of planned assignment, but is not optimal.Kocur adopts a kind of linear programming technique that Task Distribution is arrived the succedaneum.

The U.S. Patent application 20020147712 (2002) of yellow (Huang) " method and the instrument of gathering and schedule information in compartment system " (" Method and Apparatus for Aggregating andDispatching Information in Distributed Systems ") has been instructed a kind of method, this method has been set up the basic information distribution of a kind of net system, is better than a kind of the tracking and scheduling field modal " scheduling " system.Speech " scheduling (dispatch) " used in this application does not use in a conventional manner.This speech " scheduling (dispatch) " uses in tradition use and the present invention, its meaning is: the affairs of carrying out in a concentrating equipment, specific receiver issue an order in the possible mobile receiver of a group or indication, purpose is to instruct this target receiver to carry out specific action.Consistent with traditional term, yellow method more suitably should called after " a kind of message distribution system (an information distribution system) " but not a kind of " dispatching system (dispatch system) ".In the patented claim of Huang, designed method relates to a kind of running that is used for the net base inlet service of special business type, and for example the hotel is chain, perhaps is used for a kind of of a plurality of hotels and follows assignment information and concentrate the running of subscribing.Huang is failed to instruct to utilize and is handed personal digital assistant (PDA) or miscellaneous equipment, have recognition device, for example bar code scanner, card reader or the like, and described integrated system controller link customer demand enters an automatic dispatching running, and described customer demand comprises the database of special assistance, Flight Information and succedaneum and their state etc.

People's such as Wood U.S. Patent application 20040006425 (2004) " have geo-location be used to communicate by letter and the system of united information " (" System for Communicating and AssociatingInformation with a Geographic Location Geographic Location ") has introduced that a kind of (mobile Data Computer has the movable type mapping/dispatching system that map shows on MDT) at the mobile data computing machine.This system has been widely used in public safety and law enforcement agency.Rose since 2000, more mechanism uses a kind of more advanced movable type mapping/dispatching system.This system Info Link that the current location of a mobile unit (for example a panda car or a fire truck) is relevant is to other any and the relevant information of vehicle distribution, for example crime dramas or fire.

Goal of the invention

An object of the present invention is to provide technological improvement, to solve Congress, the public and aircraft industry about transporting disabled passenger's potential worry.Finishing of this technical progress makes the standard " (raise the bar) attains a yet higher goal " that did not have possibility to finish before this.

Summary of the invention

The present invention relates to a kind of system that is used to dispatch the airport customer support, described system responses is from a plurality of service support requests between a plurality of succedaneums, and these service support requests are under at least one scheduler or gerentocratic domination.Described system comprises server, and this server is used to receive a plurality of service support requests, and automatically handles all data relevant with a plurality of service support requests, and the real-time distribution of related data is provided.Described system provides at least one workstation, and described system is logined and published to succedaneum and/or scheduler by described workstation.Each succedaneum carries or is configured at least one handheld device.The real time data that cordless communication network is supported between server, workstation and the handheld device transmits.The space and information non-space that described server auto-associating is relevant with a plurality of service support requests, and in the middle of the association of service support request, producing the traffic order that decision gives the succedaneum, described traffic order is abideed by the guide of being scheduled to and is satisfied a plurality of service support requests.

Each succedaneum, supvr and operator can use a kind of handheld device.Described handheld device except the processing power of itself, also is equipped with: (1) wireless communication tool, for example Wi-Fi (802.11), bluetooth (Bluetooth), cellular network, digital data network or any digital wireless communication mode; (2) display screen is used for display message and allows to import in person the specific action code; (3) identification equipment, for example bar code scanner, card reader, radio-frequency (RF) identification (RF ID) or other any input media are used for location or information on the material that people are identified in air ticket, boarding card or any other identification client or position.

Each succedaneum, supvr and operator can utilize handheld device to login/publish described system, perhaps login/publish described system in workstation.The registrant will become the node of an active member or described system, till this registrant publishes this system.Each active member can utilize handheld device or carry out state transformation in workstation, and that disposable state comprises is available, assignable, publish temporarily, or the like.Any state transformation of any member is all by cordless communication network registration automatically in server.

Each enlivens member's current state in the described system of described server record.An available display screen shows any member's of enlivening current state, utilizes different signs, color or state code to show, to distinguish its current state.By like this, supvr or operator will know any member's of enlivening accurate status.

Described system utilizes a kind of immediate data storehouse to connect for example input/output procedure, perhaps manually input, and any client at any time supports demand with record.Each client that need support all registers its current state in real time, and this state comprises the time of approaching, the flight that approaches, the gate that approaches, Departure airport, outgoing flight, departure from port gate and other are any supports the information that demand is relevant with client.

Described system is all automatically replied in real time to the change of any flight, and described change comprises the time of approaching and approaches gate, Departure airport and departure from port gate and other any change for information about.

Described system automatically supports client to ask/need match available succedaneum, and provide option Processing tasks is automatically assigned to one or more succedaneums, perhaps allow operator or supvr that the Processing tasks manual allocation is arrived one or more succedaneums.Described operator or supvr can rewrite the content that described system advises usually.

Described system is assigned to the succedaneum according to a predefined priority list with Processing tasks.One " Processing tasks (deal) " is meant a task of a specific Gu family services request of response.For example, one wait for service time for a long time client can give priority than a client Geng Gao who has just arrived.The client of a Departure airport shortening can give the priority than the client Geng Gao of a Departure airport prolongation.The definition rule of the priority of other service also can correspondingly be set up.

Distribution to succedaneum's Processing tasks will take into full account the specific (special) requirements that customer service is supported, for example wheelchair, transport/transport time, the perhaps type of other any required service.Whether described system has the qualification that described Processing tasks is provided with the recognition agent person, perhaps shows automatically the most titular succedaneum perhaps to list best succedaneum, so that supvr/operator comes the allocation process task.

All to consider live agent person's current location for any Processing tasks in one or more succedaneums' distribution, and discern which succedaneum and approach described Processing tasks most.Described position can comprise terminal, gate, equipment, aisle and any position that can be displayed on the map layout.

Described system utilizes a kind of map to show that (map display utilizes computer technology that map content is presented in process on the screen) shows the position of each succedaneum's current location or its last report.When this succedaneum during its position of registration, can automatically register described position at a certain gate, a certain intermediate transit point or on any equipment, for example the succedaneum utilizes handheld device that positional information is transmitted into described server automatically and registers its position automatically.

Described map shows the position that can show the client who is waiting for service, and demonstration can be used for providing the succedaneum of required service and the position of equipment.Each target can show with the point of different signs or different colours, to distinguish different states.This map shows the immediate succedaneum that also can indicate at any particular demands.

Described succedaneum can be by touching the button or import a particular code, his/her current location of registration on handheld device.Such action will automatically send to described system with the current location of being registered by this radio communication device.

Any client will calculate from arriving time of being consumed of back in described system, until demonstration comprise the succedaneum who is distributed, succedaneum to be allocated, the succedaneum who has arrived, the state of the service that provided etc.

If there is client to wait for a period of time, for example ten minutes or any reasonable time at interval, described system will send warning signal to supvr or operator.This will help supvr or operator to take an immediate action and needed service will be provided.

Described system writes down all active situation of various services, Flight Information, client's request in database, and any clauses and subclauses that can retrieve these information are resolved or verification being used for.Institute's data retrieved can be used as legal document and use, so that the support service that is provided to be provided.

Regular service report, summary statistical study and the exception reporting of the service that provides can be provided in described system.These reports can be used for the analytic system efficiency of operating to make improvements.

Described system can be expanded and be a kind of seamless integrated system, and this system can provide the running on a plurality of common airports, comprises cabin service, gangway ladder and cargo service.Every kind of type of service needs an auxiliary data base, but this database real-time update and be connected to flight information database and client's supporting database.For achieving this end, described succedaneum's database comprises the data that the personnel of the other types relevant with service support with increase.

Described system can adapt to the running of a plurality of airlines or transportation industry, and described transportation industry comprises railway, motorbus or other land transportations.A kind of locating and detecting device, for example GPS (GPS) or any land positioning system will be used on the various vehicles.Their location can be displayed on the same scheduling map as described airport customer support dispatch system.

The present invention also can be expressly understood to be that a kind of method, this method are a kind of How It Works of airport customer support scheduling of using in foregoing system.

Therefore, the present invention can be understood that now, is that a kind of analytical information that is used for is to provide the apparatus and method for of customer service.Geographic Information System (GIS) and map making The Application of Technology provide following beneficial effect:

● improved service level and passenger and employee's safety;

● employee's location is provided, has been used to help client's response time with improvement;

● monitor the rule of being formulated (for example stand-by period), need not the physical observation of original position, reduced disclosed problem in the DOT punishment potentially.

● collect historical data, be used for examination, the stand-by period of employee's behavior, the time that stops, beginning to help and finish to help, or the like;

● collect historical data about the handled customer quantity of each employee;

● make described scheduler solve what happens rapidly, avoid taking place because the competitive situations that the radio frequency of blocking causes;

● in unconventional running, change employee's stroke by a kind of improved method, keep the response time efficiently as far as possible;

● allow the employee to come the personal scheduling of notified of specified events (for example accident, passenger to demand, the mechanical fault of rest room and interim food supply, or the like) by the mode that touches the button;

Especially, the present invention will realize the following aspects, help to reduce client's complaint:

● the flight modification information is provided automatically---by succedaneum's caution;

● the caution scheduler is used for additional assistance and the immediate available agent person of scheduling to corresponding gate (therefore can reduce the stand-by period), if do not have special service request (SpecialService Request, SSR) words of Cun Zaiing of file record;

● also warn scheduler writing time, ((Inbound) approaches: described system will pay close attention to flight and approach the time, and the numbering of this flight and the time of approaching are associated together with the passenger who takes this flight when the situation for the approach passenger and the passenger that leaves the port of a certain flight is perfectly clear; (Outbound) leaves the port: described system will pay close attention to the time that the passenger is sent to outgoing flight/gate).

● link described scheduler with a kind of automated manner, with the right of priority of allocation schedule;

● discern which passenger by employee ID scanner and handled by which employee;

● produce report about following specific plot:

1, handled failure in 30 minutes;

2, the averaging time of passenger's wait;

3, passenger's average handling time (from contact point to transport a little);

4, the incident of each succedaneum's processing;

5, the incident of each megaron processing;

6, the handled incident of each passenger's intermediate transit point;

7, (Unaccompanied Minors UNMs) handles (a kind of by the historical record of client's title by smooth incident of arranging of time) to the non-monitor of carrying.

Following information is the summary of how to work about described system.It does not also mean that it is enumerating fully necessary condition:

System requirements

A, by interface connect airline's reservation system (airlines ' reservations system, RES), so that following information to be provided:

● name of passenger

● flight number and date

● the special service request (Special Service Requests, SSRs)---described system will discern a SSR and when not exist, and put down in writing this incident;

● seat position

● passenger's contact method---telephone number and/or e-mail address

B, connect airline's operation system by interface, so that following information to be provided:

● approaching gate/time of flight number

● the departure from port gate/time of the flight number of next destination (perhaps a plurality of flight sections are arranged---only need obtain the information of next section, unless need the system or the whole world scheduling of wide ranges) from boat station, this locality;

Described airline subscribes with operating system (database) institute's recognition data is deposited into a middle position (for example server) with a kind of specific format (for example ASCII), and the present patent application will utilize above-mentioned data to dispatch running.Described airline system will provide renewal, upgrades once in per 3 minutes usually, and described dispatcher software will obtain changing (for example gate change) when upgrading.When changing, described system will provide a warning automatically to the succedaneum who is employed of this field work.

C, adjustable standard:

● the succedaneum who is employed will not allow to scan the client above in the processing of certain specific amount, but handled customer quantity can be regulated in described system.

● the customer quantity aspect, the limit that the electric motor car passenger who is allowed to handles is 5, but this quantity will be adjustable in described system;

● the quantity of supvr/leader---request is unrestricted, as long as these requests are supvrs or lead receptible;

● the quantity of intermediate transit point---request is unrestricted, as long as related intermediate transit point can be born such quantity;

● the quantity of motorbus/lorry---request is unrestricted, as long as related motorbus or lorry can be born such quantity;

That D, described system will provide will be adjustable/regular time standard:

● alarm in 15 minutes is used for untreated incident (approaching gate/time based on the OSS flight);

● alarm in 30 minutes (approaching gate/time) based on the OSS flight

E, other necessary condition (according to user option):

● call out the unmanned minor of company (Unaccompanied Minor automatically, UNMN) father and mother, and when handling these minors (mean in departure from port gate or any presumptive area or incident---client will require advance directive, and whether they need to obtain notice);

● call out people's (by phone contact information that this passenger provided) of described SSR passenger's appointment automatically, and when handling these passengers (mean departure from port gate or any presumptive area or the incident of being transported to---client will show whether they need notice);

When the passenger calls out a kind of reservation service and produce SSR (special service request), the service with above-mentioned two characteristics enumerating will obtain by the succedaneum who subscribes handling.This processing need be scheduled to make another above-mentioned new " inlet (entry) " of not enumerating.Described system design is designed to discern these class data with needs.

An example of running treatment scheme

● described APA (enlivening the passenger succedaneum) will scan client's boarding card at contact point, perhaps select client's name from a catalogue;

● a kind of bar code will be placed on the precalculated position (for example road limit, intermediate transit point, gate, lorry, passenger waiting area, the unmanned minor who accompanies, perhaps other people, or the like);

● when client being passed to another APA succedaneum, the succedaneum of reception will be scanned this passenger's boarding card at every turn;

● during each carriage of passengers to predetermined point, the succedaneum at this place will be scanned the bar code in the appointed area;

● in case the passenger has arrived the point of dropping off the guests (gate, luggage claim for example depart from port), and the succedaneum will be scanned this passenger's position, touch the button then, send caution to dispatching system, illustrate that this passenger's task finishes, simultaneously, this succedaneum will wait until Task Distribution next time;

● described system will determine the immediate position for assistance requirment, and send a message to the succedaneum at this place, instruct it to provide assistance to this position.Wherein primary is dispatching priority, and it is based on the approach priority of time, position of strobe and processing of flight, and for example stand-by period standard or needed assistance type are determined.

Foregoing has provided the example of an operation procedure, and this program can be modified to be adapted at certain airport or to be used for certain special special consideration that transports.

The present invention relates to a kind of apparatus and method for that is used to provide the automatic dispatching system that a kind of client supports, it is the special assistance that provides for the request of people on the airport that described client supports.Described system comprises: (1) system controller, handle all data relevant with request, flight and personnel, and produce the suggestion or the decision of Task Distribution, and the suitable people that gives out information; (2) one or more despatching work station, be designed to the I/O of available personnel, customer demand and the registration of Flight Information, the input and the editor of the related data of additional client and flight, and ratify or rewrite any scheduling decision that described system controller is advised; (3) one or more handheld device provides following function: for example client registration, service record, Location Registration, indication or record and activity program that reception is relevant with any service with transmission.Described handheld device has a mobile processor and terminal, personal digital assistant (Personal Data Assistant for example, PDA), one or more digital radio communication apparatus, and a kind of identification/registration input equipment, for example bar code scanner, swipe the card reading machine or miscellaneous equipment.Wherein first and foremost, described system controller is received and is analyzed data based on a set condition, determine any services request state, need provide service the position, each is asked the type of required assistance, the right of priority of each request, and should the service destination.Before arriving the destination, perhaps based on one group of predetermined condition, precondition is worked as in described system controller analysis, determines next group request and task, and provides information needed to support next task.If run into emergency, described system controller will be paid the utmost attention to this emergency, and report this emergency to the scheduler of appointment, and the approximate location of this emergency.When described system provides featured function to allow between the people that need when interactive, described whole dispatching system can be full-automatic.The present invention goes for the running of a plurality of airlines or transportation industry, for example cabin service, gangway ladder, goods, railway, motorbus or land transportation.

These technology of the present invention, for example GIS (general information management system, GeographicInformation Systems), digitizing drawing, scanning and radio communication, all be verified feasible.The comprehensive utilization in the present invention of these technology has improved client/employee's safety and service, improves the efficient aspect dynamic dispatching and personal management and customer service.

In global each main airports, all need to handle a large amount of passengers that specific (special) requirements is arranged every day.Every day and handle the passenger's of the special assistance of thousands of need efficient weekly, depend primarily on the Several Factors that to operate simultaneously.Scheduler utilizes passenger's Flight Information should where dispose best's power and resource with decision.At present, utilizing artificial technology and program is the solution that can not propose a kind of processing client's complaint (for example stand-by period and human error).Therefore these technological improvements of the present invention have not only obviously improved operational paradigm, and analysis tool are provided, and have influence on the whole the prospect how running of forwarding business should be managed.

In an embodiment, passenger and employee's service and safety all improve.The invention provides the employee location, to improve response time for the assistance client.Meet the formulation (for example stand-by period) of DOT rule and, make the situation that need not the original position physical observation become possibility, reduced the problem that is exposed to DOT punishment potentially the supervision of this rule.

As the part of problem, a comprehensive solution proposes, and non-hardware, effective, verifiable information can be used for decision service error is how to take place and where take place.The present invention has collected and has been used for employee's activity assessment, stand-by period, stops, beginning to help the historical data with time that finishes assistance etc.The present invention has also collected the historical data of the customer quantity of handling about each employee.A kind of dynamic dispatching system based on GIS makes scheduler can solve relevant situation immediately, avoids taking place because the competitive situations that the radio frequency of blocking causes.Method after the improvement can change employee's stroke in unconventional running, keep the response time as far as possible effectively.Described employee can notify the dispatcher (for example: medical accident, passenger be for request, the mechanical fault of rest room or interim food supply, or the like) by the mode that touches the button.Report Builder provides the supervisor meeting, helps the basic reason of pinpointing the problems and the defective of corrective system.

Use these technology and created a kind of higher industry standard.The present invention is providing customer service to support the apparatus and method for of analytical information a kind of being used for.

When described equipment and method or will on grammer, describe smoothly in the mode that has functional explanation, it will clearly be expressed as the described content of claim of the present invention, unless (United States code the 35th is compiled according to united states patent law, 35USC) in instructions, make clearly and illustrating for the 112nd, otherwise be not allow as required and literal literal translation and make the restriction that is subjected to any way by the structure that should " device " or " step " limits, on the other hand, judicial precedent according to doctrine of equivalents, the four corner that the meaning by the definition that claim of the present invention provided is equal to allows, and in the application's case, originally what is claimed is according to the 112nd of united states patent law and clearly illustrate, will be meet the 112nd regulation fully.By the following drawings, the present invention can patterned mode make better explanation, in these accompanying drawings, similar element by figure denote with as a reference.

Brief Description Of Drawings

Fig. 1 is a kind of simplified block diagram of described software module, shows the location of the multiple hardwares that system of the present invention is included.

Fig. 2 is to a kind of graphical description at the executive routine of dispatching center.

Fig. 3 a is the iamge description of first user interface display screen, is used for the customer service request on a handheld device.

Fig. 3 b is the iamge description of second user interface display screen, is used for the passenger's customer service request on a handheld device.

Fig. 3 c is the iamge description of the user interface display screen on a handheld device, is used for a customer service request other services request in addition.

The present invention and its multiple specific situation will be understood better by the detailed description of following optimum embodiment, and these optimum embodiments are illustrated the present invention's definition in the claims by graphic example.Need point out clearly that the range of definition of claim of the present invention can be more broader than the description content of following diagram specific embodiment.

The detailed description of optimum embodiment

In graphic specific embodiment, described term should be understood that term common or broad sense, and can adjust the processing that not only is used for the passenger with explanation as required, and other regional dispatch service that operate for aviation are provided, comprise cabin service, gangway ladder, cargo operation or the like.For different air transportation persons or on different airports, different addresses is adopted in most of fields.Described data type also can change between different system.How the description of present embodiment attempts to instruct on the whole the described system 10 of framework.In many aspects, the running of the definition of data element, data stream and system 10 can be made adjustment when still keeping described original design notion.

The conceptual frame of dispatching system

Main software/hardware module, interconnecting and data stream between module in described dispatching system 10 have been shown in the synoptic diagram of Fig. 1.The running of this diagram specific embodiment is the center with server 12.Operating database 14 is to server 12 transmission information and Flight Information is provided.Customer database 16 keeps module 18 transmission information to client, and this client keeps module 18 to server 12 transmission information with passenger information/extraordinary services request (PAX-SSR) is provided.Similarly, the succedaneum keeps module 20 and communicates with server 12, and to server 12 provide scheduling broker person (dispatch agent, input DAG).Dispatching control module 22 communicates with server 12, and the distribution of PAX Processing tasks, DAG login is provided and produces report as described below.A plurality of pocket PC modules 24 communicate with server 12, are used to provide PAX-SSR to handle.Server 12 communicates with management data library module 26 successively, the turnover of the information flow of described management data library module 26 management in customer database 28, operating database 30, succedaneum's database 32 and personal computer database 34.

The scheduled for executing program

(Execution Program EP) has done graphical description to described executive routine in Fig. 2, comprise the kernel software element as the described system 10 of server 12 parts.EP is a kind of central processing unit, it is operation or processing multipacket message automatically, comprise non-space data or information, and spatial data or information, then mate all services request and succedaneum, equipment and equipment, described coupling is based on non-space data retrieval and the spatial configuration data of having stored.EP36 directly is linked to each Relational database, for example PAX database 28, operating database 30, these Relational databases comprise equipment database 30a, device databases 30b, and succedaneum's database 32, static position database 38 and dynamic position database 40, a series of logical check and dynamic distance are calculated.

EP36 handles the non-space data element, comprising: passenger information, services request, succedaneum's availability, succedaneum's qualification, equipment availability, equipment classification, equipment availability, and device type.EP36 retrieval all data elements in the non-NULL intersexuality group relevant with each services request then are sent to CPU (central processing unit) with selected data elements groups, are used for mating with spatial data.The spatial data element not only comprises static position data set 38, also comprises dynamic position data set 40; Described static position data set 38 comprises information such as position of strobe, terminal or megaron, control point; Described dynamic position data set 40 comprises: each succedaneum's proximal most position, and any passenger's current location, and the gate that causes for any flight or other reasons changes information.

In typical case's running, EP36 receives all information about the special service request, and check that corresponding Flight Information and possible gate change information, discern all availability that must equip and positions, and discern any essential specific installation that is considered to.It also can calculate any available succedaneum and need distance between the gate of service, and determines the most availablely, and the most qualified and immediate succedaneum is to provide needed service.

The data type of enumerating

Cited data type has been listed the specific data type that is used for described dispatching system 10.Each data type is supported one group of predefined value, and in some occasion, this group data value of being supported can expand to the corresponding data that comprises other.

*SSR_TYPE( *The SSR_ type)

● the supvr, (S) ● the passenger helps the succedaneum, (PAA) ● special assistance succedaneum, (SAA) ● special assistance succedaneum, (SAA) ● the electric motor car succedaneum, (ECA) ● the transfer succedaneum, (TA)

*SSR_EXTENT( *The SSR_ expansion)

● the world ● domestic

*SSR_CODE( *The SSR_ code) (non-enumerate fully)

● the unmanned minor (UNMN) who accompanies ● the unmanned minor (TBBB) who accompanies that the household brings ● the unmanned minor (TBMB) who accompanies who runs into ● meet and provide assistance (MAAS) ● wheelchair passenger's (PSGR)-be completely fixed (WCHC) ● wheelchair passenger (PSGR) can not utilize step ladder or the segment distance of walking; Can arrive location (WCHS) ● wheelchair passenger (PSGR) can utilize the step ladder and can arrive the location; But the long distance (WCHR) of can not walking ● dry cell; Must advocate at intermediate transit point (WCBD) ● wet cell, must advocate at intermediate transit point (WCBW) ● the wheelchair of man power (WCMP) ● On-Board Wheelchair (WCOB) ● blind person's wheelchair passenger PSGR (BLND) ● deaf person's wheelchair passenger PSGR (DEAF) ● require electric motor car (EC)

FLT_TYPE (flight type)

● (Inbound) approaches ● (Outbound) leaves the port

PC_STATUS (PC_ state)

● starting (On)---expression PC enlivens ● close (Off)---and expression PC turns off

AGENT_STATUS (succedaneum _ state)

● available (AL)---shows that the succedaneum can be used for dispatching ● (LD) of locking---and shows that a service has been assigned to this succedaneum that acceptance is being waited in scheduling simultaneously ● (AG) that has distributed---show that the succedaneum is serving a PAX

*P_LOCN/D_LOCN

● all gates, intermediate transit point, or the like, the place of bar code/location is provided

*GATE_TYPE( *Gate _ type)

● intermediate transit point ● terminal ● other type of bar code/location can be provided

^*In above-mentioned mark asterisk part, described scheduler 22 can be expanded the content that this enumerates table according to concrete needs.

Database schema

The database schema that is used for all tables that described dispatching system 10 is supported is below being provided at.Attribute-name and data type are all listed.The field name of described database is at revising or can adapt based on the concrete running of special system condition.The corresponding lists of field name and attribute-name below is provided.

Be stored in scheduling broker person (DAG) table in described succedaneum's database 32, hold succedaneum's information.Described scheduler or the personnel that are authorized to can increase the clauses and subclauses of this table by module 20, and make succedaneum's tabulation of described system 10 become available table.Scheduling broker person (DAG) table comprises information shown in the table 1 and data.

Table 1: scheduling broker person (DAG) table

Attribute Name (attribute-name)	Data type (data type)
		Employee_ID (employee number)	Text (text type)
First_name (surname)	Text (text type)
		Last_name (name)	Text (text type)
Airline (course line)	Text (text type)
		SSR_type (SSR_ type)	SSR_TYPE (SSR_ type)
SSR_bounds (SSR_ scope)	SSR_EXTENT (SSR_ expansion)
		Reg_date (registration _ date)	DATE date type (registration date)

Status (state)	Text (text type)
		Concourse (megaron)	Text (text type)
Work area (workspace)	Text (text type)
		SpCode (special code)	Text (text type) (expression is used for INTL succedaneum's seal color)

Be stored in Flight Information (FLT_INFO) table in the described operational data storehouse 30, hold the flight detail, for example flight number, gate distribute, approach time/Departure airport, or the like.The project of these tables must be input regularly, to upgrade described system 10, for example upgrades information such as current flight and gate variation.This Flight Information (FLT_INFO) table comprises data as shown in table 2 and information.

Table 2: Flight Information (FLT_INFO) table

Attribute Name (attribute-name)	Data type (data type)
		Airline (course line)	Text (text type)
FLT_in (flight enters)	Text (text type)
		Eqpt_in	Text (text type)
Eqpt_out	Text (text type)
		Orig (source place)	Text (text type)
Dest (destination)	Text (text type)
		ArrTm_ETA (expection is approached the time)	TIME (time type)
DepTm_ETA (expection Departure airport)	TIME (time type)
		Flt_out (flight for putting forth)	Text (text type)
Freq (frequency)	Text (text type)
		GndTm (ground elapsed time)	TIME (time type)
PowerTurn (late flight or aircraft) with minimum ground elapsed time	BOOL (Boolean type) (be/not)
		Gate_No (gate number)	Text (text type)
Gate_No_Change (gate number change)	Text (text type) (writing down nearest gate changes)
		ArrTm_ATA (time of approaching _ ATA)	TIME (time type)

DepTm_ATA (Departure airport _ ATA)

TIME (time type)

Be stored in the PAX_SSR table in the described customer database 28, hold all about the passenger's who has the special service request information.Described passenger's projects module 16 can provide form for the content of filling in this database.Described module can become available in the DGS reservation system.Described PAX_SSR table comprises data as shown in table 3 and information.

Table 3: passenger information _ special service request (PAX_SSR) table

Attribute Name (attribute-name)	Data type (data type)
		Record_locator (record location)	Number (numeric type)
First_name (surname)	Text (text type)
		Last_name (name)	Text (text type)
Flight_No (flight number)	Text (text type)
		Date (date)	DATE (date type)
Seat_No (seat number)	Text (text type)
		Orig (source place)	Text (text type)
Dest (destination)	Text (text type)
		SSR_CODE (SSR_ code)	SSR_CODE (SSR_ code)
Connect_FLT_No (related flight number)	Text (text type)
		Connect_Date (associated date)	DATE (date type)
Connect_Seat_no (related seat number)	Text (text type)
		Orig (source place)	Text (text type)
Dest (destination)	Text (text type)
		Pick_up_locn (prostitution position)	P_LOCN
Pick_up_time (prostitution time)	TIME (time type) (time when the succedaneum is scanned PAX/ gate bar code)
		Drop_of_locn (position of dropping off the guests)	D_LOCN
Drop_of_time (dropping off the guests the time)	TIME (time type) (time when the succedaneum is scanned PAX/ gate bar code)

Agent_ID (succedaneum number)	Number (numeric type)
		Auto_call (calling out automatically)	BOOL (Boolean type) (after scheduling, whether making a notice automatically) according to PAX

Being stored in the succedaneum's hotlist in succedaneum's database 32, is the person's that is used for the monitoring agent daily routines.This table will be listed full-time to serving useful succedaneum.It also will reflect this succedaneum's service state.Described succedaneum's hotlist comprises data as shown in table 4 and information.

Table 4: succedaneum's active situation table

Attribute Name (attribute-name)	Data type (data type)
		Agent_ID (succedaneum number)	Number (numeric type)
Login_time (login time)	TIME (time type)
		Logout_time (logout time)	TIME (time type)
Current_locn (current location)	Text (text type)
		Superrisor_ID (supvr number)	Number (numeric type)
Date (date)	DATE (date type)
		PC_ID (PC number)	Number (numeric type)
Recent_login_time (login time recently)	TIME (time type)
		Service_status (service state)	SERVICE_STATUS (service state)
Number_of_deals_served (service processing quantity)	Number (numeric type)

Be stored in the pocket PC information table among the personal computer database 34, will store pocket-type PC information.For PC, we need only know that what bar code is relevant with the state of PC and this PC.The data and the information that are included in the pocket-type PC information table are presented in the table 5.

Table 5: pouch-type PC (Pocket Pc) information table

Attribute Name (attribute-name)	Data type (data type)
		PC_ID (PC number)	Number (numeric type)
Status (state)	PC_STATUS (PC state)

Be stored in the add list in the server 12, comprise that the automatic paging information table (is used for phone, PC or beeper, or the like) just as shown in table 6, the information that table 6 comprises provide any at need be when the passenger arrives or set out by informant's contact details automatically.

Table 6: automatic paging information (AUTO-CALLINFO) table

Attribute Name (attribute-name)	Data type (data type)
		Contact_first_name (contact person's surname)	Text (text type)
Contact_last_name (contact person's name)	Text (text type)
		Auto_Call_no (automatic paging number)	Number (numeric type)
Email (Email)	Text (text type)
		Call_time/email_send time (delivery time/the Email transmitting time)	TIME (time type)

Be stored in the gate barcode information table as shown in table 7 in the server 12, the information that comprises is the relevant information of text data that has digital bar code with position or other.

Table 7: gate bar code information table

Attribute Name (attribute-name)	Data type (data type)
		Gate_ID (gate number)	Number (numeric type)
Gate_name (gate name)	Text (text type)
		Gate_desc (gate description)	Text (text type)
Concourse (megaron)	Text (text type)
		Gate_type (gate type)	GATE_TYPE (gate type)

The succedaneum's type and the corresponding encrypted message table that are stored in the server 12 are as shown in table 8, and the information that table 8 comprises is the information that belongs at the succedaneum's of the multiple classification of service that may provide qualification.

Table 8: succedaneum's type and corresponding code information table

Attribute Name (attribute-name)	Data type (data type)
		SSR_type (SSR_ type)	SSR_TYPE (SSR_ type)
SSR_code (SSR_ code)	SSR_Code (SSR_ code)

Total data stream

As described below is the logical order of data stream that is used for the Core Feature of described system 10.

The logical data stream that is used for input (perhaps receiving) PAX information if robotization

Step 1: input PAX_SSR detail: first_name (surname), last_name (name), flt_no (flight number), date (date), seat_no (seat number), SSR_CODE (SSR_ code)

Step 2: described system 10 will determine that this flight approaches or leaves the port according to flight number and date

If A. (the PAX flight==flight approaches)

If 1 has any association,

A. import connect_flt_no (related flight number), connect_date (associated date) and connect_seat_no (related seat number).Described system 10 will import pick_up_locn (prostitution position) and drop_off_locn (position of dropping off the guests) automatically, the flight of importing connect_flt (related flight) simultaneously respectively approach gate and departure from port gate;

2 or (if without any association),

A. import drop_off_locn (position of dropping off the guests).Described system 10 will automatically obtain pick_up_locn (prostitution position) from flight information database

If B. (the PAX flight==flight leaves the port)

1, input pick_up_locn (prostitution position).Drop_off_locn (position of dropping off the guests) will automatically fill in as flight gate number in described system 10.

If C. the automatic paging ability is essential

1, the detail of input automatic paging table, for example telephone number/Email, contact person's name.The person's that is used for the login agent data stream

Step 1: the succedaneum will go to dispatching center 22, scheduler or supvr () are located in described dispatching center, the succedaneum can select a kind of registration on actual physical situation such as sales counter, each succedaneum begins to report at this sales counter, perhaps can select a kind of virtual registration that is positioned on the network.The supvr will be scanned this succedaneum's bar code of input and PC bar code.These numerical value are input to succedaneum's hotlist.Described system 10 extracts the current time as login time (login_time), and extracts current date as date (date).The supvr also needs to scan his bar code of input to show authority.

Step 2: the scheduler program in the pocket-type PC will start, and described PC will require to confirm this succedaneum's information.Then, described succedaneum obtains described pocket-type PC 24.

A. succedaneum's state is marked as upstate.

B. described succedaneum need be scanned the gate bar code to show his position.As acquiescence, described system 10 will utilize dispatching center's (this center is the place that the succedaneum logins) as the location.

Step 3: at any time, if when described pocket-type PC 24 is closed, when restarting, this succedaneum need confirm whether his information is correct.Described nearest hour of log-on will be updated.

If the information a. in PC and succedaneum's numbering (id) do not match, this succedaneum's report will return to the supvr.

Step 4: described system 10 is also with continuous review, so that find that it still is to close that this pocket-type PC 24 is opened.When this pocket-type PC 24 is closed, this succedaneum's record will be highlighted on the display screen that is presented at scheduler, shut down to show this pocket-type PC 24.If this PC 24 has been shut down, and elapsed time (t) or longer time, a kind of system alarm will be issued scheduler.

The right of priority that is used for the succedaneum of a PAX SSR request

1. the succedaneum must meet SSR_type (SSR_ type) and expansion thereof, and is for example international, domestic, favourable turn, or the like.

2. the succedaneum approaches PAX most.

Dispatching priority

1. t (greater than t) the PAX elapsed time from arriving)

2.PAX tie-time/Departure airport be＜t (less than t).

3. cancellation request

4. continue request

5. the non-SSR request in the order of above-mentioned SSR request.

A non-SS request is the request that comes from the part of the initial prior defined procedure of conduct except arriving passenger's communication in advance.Non-SSR is typically a kind of special original position request that comes from ticket agent or gate succedaneum.The right of priority of non-SSR request may be higher than some SSR request, will obtain service before the SSR request.

Be used for the PAX Processing tasks is distributed to succedaneum's logical order

Step 1: all flights in the FLT database according to time sequence.Obtaining should be at all flight of time t arrival.It is half an hour, 1 hour or 10 minutes that described scheduler can be provided with t as required.

Step 2: for each flight in catalogue

A. this system 10 will obtain the PAX catalogue from the PAX_SSR on same day table and available agent person's catalogue.With the SSR type PAX_SSR catalogue is sorted

B. for each SSR type

A. described system 10 will calculate according to similar SSR needs find PAX, discern PAX from similar scheduling gate number.Based on this, system's 10 identifications have what succedaneums (n) to need to distribute this gate.As acquiescence, described system 10 arrives each gate with at least one succedaneum of original allocation.

B. locating n is immediate succedaneum, and will contain PAX information and succedaneum's information processing task is shown to scheduler

C. described scheduler need be confirmed this Processing tasks.This scheduler also will select one group of Processing tasks of simultaneous verification to replace the affirmation one by one to each Processing tasks.Quantity in a collection of Processing tasks can be provided according to change conditions.

If Processing tasks is identified

I. all process informations are sent to selected succedaneum ().(this information and gate_info (gate information), flt_no (flight number), SSR_type (SSR_ type) are relevant, will be presented on succedaneum's the PC)

A. or

I. described scheduler can be selected a special succedaneum and confirm this Processing tasks.Have only when certain Processing tasks of distributing to a certain succedaneum will cause the situation of excessive distribution to occur, described system 10 just will give the alarm.For for example, can transport 5 PAX if be defined as an electric motor car, and if this Processing tasks be to distribute 6 PAX, described system 10 will give the alarm, and require to distribute to more than one succedaneum.

Ii. return steps d.

Step 3: described succedaneum's pocket-type PC 24 will be rung sound/vibration to send the alarm that this kind Processing tasks has arrived to this succedaneum.

Verify the order that Processing tasks is accepted situation

Described pocket-type PC scheduler program will provide the information about required service, for example gate_no (gate number), flight_no (flight number), time (time), number_of passengers (passenger number).PAX information also can a kind of summary form provide.Described succedaneum can click and browse all managing detailed catalogues about the passenger as required.

Step 1: in case certain Processing tasks is sent to a certain succedaneum, this succedaneum's service_status (service state) will be denoted as " locked (locking) ".

Step 2: succedaneum's display screen prompting related service information, for example gate_no (gate number), flight_no (flight number), time (time), number_of passengers (passenger number).This succedaneum also will check PAX information, drop_off_locn (position of dropping off the guests) or the like.

Step 3: the succedaneum will click acceptance (accept) button.This succedaneum is only accepting once, and this button will become disabled button after click.

Step 4: when " accept (accept) " information arrives described server, described system 10 will be labeled as this succedaneum " Assigned (distributing) ",

Step 5: described Processing tasks will appear in " service state form (Service Statuswindow) " this moment, and by this form, scheduler can monitor the performance of this Processing tasks.

Sequence of operations when carrying out a kind of Processing tasks

Step 1: described succedaneum will go to his the gate place with service, and scan the bar code of this gate.This succedaneum's position and time are sent to server.

Step 2: when a PAX_SSR comes in outside this gate, this succedaneum can be near this PAX, and the air ticket that scans this PAX is to obtain this PAX record.

Step 3: if can not get this PAX air ticket, this succedaneum can forward label 2 (display screen) to, checks the name of this PAX, and selects the PAX record be used to serve.

Step 4:, no matter be by air ticket scanning or by utilizing the artificial selection of name, this PAX will be shown as " Assigned (distributing) " on described server in case described system 10 identifies this PAX.

Step 5: surpass one Processing tasks if described succedaneum has been assigned with, resemble under the occasion of having distributed electric motor car, this succedaneum has satisfied all SSR_PAX with repeating step 2 to 4 up to him.This succedaneum can be in the quantity of terminal inspection residue PAX, by watch PAX_count (PAX counting) in digest page, so that provide service at this gate of service.

Step 6: described succedaneum is at this moment with the destination of this PAX to him, as showing on PC 24.When this succedaneum arrived the destination, the gate bar code that he will scan this place was to show finishing and his current location of this subtask.

Step 7: described succedaneum will be by a button, to confirm finishing of service.

If described succedaneum has to will note down this incident by this succedaneum in accordance with regulations pausing for the somewhere in this PAX service process.

The order of collation process task performance

Step 1: described scheduler will monitor " service state form (Service Status window) ".The Processing tasks that is distributed will show in chronological order, comprises all information about succedaneum, PAX, gate etc.

Step 2: in case certain service is finished, described succedaneum must send his position by scanning gate bar code.

Step 3: if described succedaneum's position and described PAX deployment position are complementary, and have pressed and finished (complete) button, this processing will be identified as finishes (completed).

The processing that the flight gate changes after being assigned to the succedaneum, task takes place

Step 1: find available succedaneum as far as possible near PAX

If the succedaneum is available,

A. send Processing tasks information, wait for and accepting

If b. this information is accepted, the succedaneum's record that distributes before pulling out has been assigned to that succedaneum with clear and definite this Processing tasks.Send Processing tasks cancellation information, and confirmation request.Wait is from receiving information that this succedaneum beams back.

Perhaps

C. send the message that the gate that contains renewal changes information, and confirmation request

Under following situation, will provide system alarm

1. for the flight that approaches, before this flight approaches the time, if the unallocated t of a kind of Processing tasks minute

2. if a PAX stand-by period passed through t minute

3. if before this flight approached time and Departure airport, the succedaneum position did not match with pick-up/drop_off_locn (position of receiving lodgers/drop off the guests) respectively.

4. when clearly all SSR and the non-SSR request of a flight

5. the pocket-type PC 24 as a succedaneum is in closed condition overtime t.

6. if a succedaneum has arrived described gate, and a PAX can't report situation to this succedaneum, alarm signal will be sent to scheduler

7. if the succedaneum can't report after lunch break, scheduler can send a signal to this succedaneum

Non-SSR processing of request

Step 1: the succedaneum will be scanned the PAX air ticket, perhaps check its name

Step 2: do not match if find

If A. the succedaneum is assigned with, and can not serve for PAX

I. send the non-SSR that contains PAXSSR_code (PAX_SSR code) and ask server, dispatch

If B. or the succedaneum can hold PAX

I. import non-SSR solicited message (PAX name, ticket information, or the like)

Ii. the message that sends the PAX detail that contains non-SSR is to server

Iii. confirm this service with scheduler, handle this services request

Described system 10 will upgrade the document of passenger's record, if the SSR in this record does not exist in airline reservation system, described system enters described airline reservation system with SSR information delivery or the placement of upgrading.

The feature list of each module

One group of function of each self-supporting of multiple module in the described dispatching system 10.What below list is a describe, in general terms of the function of each module.

1, PAX_SSR load module (being included in the dispatching control module 22)

A. use the PAX_SSR graphical information

B. newly-built PAX_SSR information

C. editor has PAX_SSR information

Described PAX_SSR data will be added in the PAX_SSR database of described server 12.

2, the DAG load module 20

A. use the DAG graphical information

B. newly-built succedaneum's information

C. editor succedaneum information

3, FLT_INFO (Flight Information) load module 14

A. use FLT_INFO (Flight Information) graphical information

B. newly-built flight record

C. edit the flight record, upgrade gate and change, change the records such as time/Departure airport, date of approaching

4, succedaneum's Registering modules 20

A. use the movable graphical information of DAG

B. succedaneum ID, PC ID and supvr ID are imported in scanning

C. allow artificial input, in the time of if necessary

5, the PC stock model 34

A. use PC_INFO (PC_ information) graphical information

B. establishment/editor PC record

6, the scheduler control module 22

A. browse the PAX_SSR that all need be served

B. browse current flight tabulation according to time sequence

C. browse succedaneum's tabulation and their current state

D. affirmation and allocation process task are to the succedaneum

E. monitor the acceptance (acceptance) of Processing tasks and confirm (confirmation)

F. handle alarm

G. the record in all table of access and the table

H. printed report

I. send the pocket-type PC 24 of alarm to the succedaneum

J. other required function

7, succedaneum's pocket-type PC module 24

A. accept Processing tasks

B. in the Processing tasks that has distributed, browse the PAX_SSR detail

C. the bar code by end of scan shows the position

D. obtain the PAX_SSR data by scanning PAX air ticket

E. by name location PAX_SSR information, if air ticket is unavailable words

F. write down when on duty PAX intermittently

G. write down succedaneum's lunch break

8, the map layout of terminal (comprising dispatching control module 22)

A. use point (dots) to show, the PAX that point is represented at each gate, when PAX is serviced, this disappearance of naming a person for a particular job.

B. show the succedaneum with other sign (as triangle), show this succedaneum's state with painted triangle

C. press certain sign to check PAX or succedaneum's information

The overall user interface of the sample on handheld device (General User Interfaces, GUIs)

This sample of users interface description for each module is as follows.Fundamental purpose is that what information identification need provide obtain what information to the user and from the user.User interface through the screen capture gained has shown the clauses and subclauses of importing, and these clauses and subclauses will become the Useful Information to the user, and the button of relevant function is then supported by relevant module.

Fig. 3 a has shown the screen 1 that sends to the SSR request of succedaneum's pocket-type PC 24 from scheduler.Fig. 3 b has shown the screen 2 of succedaneum's pocket-type PC 24, this screen display the details of certain PAX_SSR request.In this example, described succedaneum must not only serve a passenger, shown in screen 1 (PAX quantity).This succedaneum's pocket-type PC 24 will show from the tabulation (supposing it is outgoing flight) of all PAX of this gate arrival and no matter be first arrival of which PAX that this succedaneum will serve for him.Therefore in this example, Smith and Mary are two PAX that have SSR, the related gate of having nothing in common with each other, and the PAX of any first arrival will obtain this succedaneum's treatment.Fig. 3 c has shown the screen 3 as non_SSR (non-SSR) inlet.

Described module 20 has with sub-screen, and this module 20 provides a registration center.

Screen 1: input succedaneum information

Screen 2: input Flight Information

Screen 3: input PAX_SSR information

The dispatching center

Described dispatching center 22 has first screen, and described succedaneum is in this screen login, and is as follows.

Screen 1: succedaneum's login

Second screen is directly used in the scheduling running, and this screen has two forms as follows, and a form is used to show different data-base recordings and processing activity, and second form is used to show the corresponding map layout.According to order of priority, form 1 (Window 1) shows all records in each grid.Described scheduler can be selected a record, and carries out relevant operation.Form 2 (Window 2) has shown this terminal layout.Described scheduler can be pressed certain point on the map, and below data frame in obtain the information of this point.

Screen 2:

Form 1 (Window 1) form 2 (Window 2)

To produce a report as follows at the 3rd screen that is arranged in dispatching center 22.

Screen 3: report generates

Many changes and modification that those of ordinary skill in the art may make all are contained within spirit of the present invention and the protection domain.Therefore, must spell out, diagram specific embodiment provided by the present invention only is the example that is used to illustrate the object of the invention, and embodiment will be not can be as to by the defined any restriction of the present invention of following claim.For example, although the fact of the characteristic element of a claim is to propose in certain following combination, must clearly point out, the present invention includes the various combinations of minority, more or different characteristic element, even such combination does not propose in initial claim, they have also obtained disclosing in above-mentioned example.

Be used for this instructions and set forth the literal of the present invention and its various specific embodiment, be the usefulness of being convenient to understanding, not only at their usually in the judgement of meaning of definition, but also comprise the specifically defined of the scope that surpasses usually the meaning of definition done by the described structure of this instructions, material or action.Therefore, if a characteristic element can obtain understanding in the context of the present specification, for example comprise more than one implication, at this moment, employing these characteristic elements in certain claim, be appreciated that all rational implications in general sense, and obtain the support of this instructions, and the support of these literal itself.

Therefore, characteristic element definition in this manual in the definition of literal or the following claim, comprise the combination of being not only these characteristic elements that propose according to original text, and be that all adopt essentially identical structure, material or action, realize identical functions in fact, obtain identical in fact result with identical in fact method.Therefore, aspect this, it is considered to a kind of alternative for being equal to of two or more characteristic element, can be used as any one characteristic element in following certain claim, perhaps this single characteristic element can substitute by the characteristic element with two or more in certain claim.Though these characteristic elements may have been described in the above, as in particular combinations, moving, and in initial claim, advocated, will clearly be pointed out that, in the combination of being advocated from a claim, one or more characteristic element can be deleted from this combination to a certain extent, and, the combination of being advocated can directly be a kind of combination once more, or a kind of variation of combination once more.

The variation of the unsubstantiality that from the theme of being advocated, produces, browsing for example by persons skilled in the art, at present known or know later on, all be clearly to be set forth in the scope of claim of the present invention or within the scope that is equal to.Therefore, for persons skilled in the art at present or obviously being equal to later on, all be defined within the scope of the defined characteristic element of the present invention.

Therefore, described claim will be understood that: comprise the content of above special explanation and description, the conceptive content that is equal to, the content that can be substituted significantly, and the necessary viewpoint that merges basically among the present invention.

Claims (40)

1, a kind of system that is used to dispatch the airport customer support, a plurality of service support requests of described system responses between a plurality of succedaneums, described succedaneum submits to the control of at least one scheduler, and described system comprises:

Server is used to receive a plurality of service support requests, and handles all data relevant with a plurality of service support requests automatically, and the Real-Time Scheduling of related data is provided;

At least one workstation, succedaneum and/or scheduler are with this work stations log and publish described system;

At least one handheld device is provided to each succedaneum; And

Wireless communication networks, the real time data that is used to be supported between server, workstation and the handheld device transmits;

The space and information non-space that described server auto-associating is relevant with a plurality of service support requests, and in the middle of the association of service support request, producing the traffic order that decision gives the succedaneum, described traffic order is abideed by the guide of being scheduled to and is satisfied a plurality of service support requests.

2, system according to claim 1 is characterized in that, described handheld device comprises:

Wireless communication tool;

Display screen is used for display message and imports the specific action code with allowing the succedaneum; And

Identification equipment is used to be identified in the information of air ticket, boarding card or other target, to discern a client or position.

3, system according to claim 1, it is characterized in that: described succedaneum can use handheld device or workstation to login or publish described system, described listed succedaneum becomes the communication node of an activity in the described system, till described succedaneum publishes described system, described succedaneum also can use handheld device or workstation to change its state, any state change meeting of described succedaneum automatically registers in the described server by cordless communication network, for the scheduler check.

4, system according to claim 1, it is characterized in that: described server record each live agent person's in described system current state, described display screen is used for showing any live agent person's current state on workstation or handheld device, these succedaneums' current state is to distinguish by different symbols, color or state code, so that scheduler can be obtained the indication of any succedaneum's state.

5, system according to claim 1, it is characterized in that: described server can adopt the link of immediate data storehouse, pass through input/output procedure, perhaps write down the demand that all clients support by manual input mode, described every client who need to support is by the registration information relevant with its current state in real time, comprises the time of approaching, the flight that approaches, the gate that approaches, Departure airport, outgoing flight, departure from port gate or other information relevant with the support demand.

6, system according to claim 1, it is characterized in that: described server adopts the link of immediate data storehouse, input/output procedure, perhaps come the real time record Flight Information, comprise the time of approaching and the gate that approaches, Departure airport and departure from port gate and other relevant Flight Informations by manual input mode.

7, system according to claim 1 is characterized in that: described server is made real-time response to any flight change automatically, comprises the change of the time of approaching and the gate that approaches, Departure airport and departure from port gate and other relevant Flight Informations.

8, system according to claim 1, it is characterized in that: described server is supported client to require to match at least one available succedaneum automatically, and provide option, as Processing tasks being automatically assigned at least one succedaneum, perhaps by described scheduler with the Processing tasks manual allocation at least one succedaneum, comprise rewriteeing an automatic allocative decision.

9, system according to claim 1 is characterized in that: described server is assigned to the succedaneum according to predetermined right of priority table with Processing tasks.

10, system according to claim 1, it is characterized in that: when described server is assigned to the succedaneum with Processing tasks, consider the specific demand of client in supporting to ask, whether the recognition agent person has the qualification that required service is provided for described Processing tasks, automatically show titular succedaneum, perhaps list titular succedaneum, for scheduler manual allocation Processing tasks.

11, system according to claim 1 is characterized in that: when described server is assigned at least one succedaneum with Processing tasks, consider this live agent person's current location, and identify those succedaneums near this Processing tasks.

12, system according to claim 1, it is characterized in that: described server produces a kind of map and shows, the position that shows each succedaneum's current location or last report, described position is in server registration automatically, when this succedaneum, utilizes described handheld device that this positional information is sent to server automatically and registers its position automatically during its position of registration at a certain gate, a certain intermediate transit point or on any equipment.

13, system according to claim 1, it is characterized in that: described server produces a kind of map and shows, the position that shows the client who is waiting for service, and demonstration can be used for providing the succedaneum of required service and the position of equipment, each target shows to distinguish different states with the point of different signs or different colours, and described map also shows the immediate succedaneum for any particular demands.

14, system according to claim 1, it is characterized in that: described handheld device has and is used for button or the keyboard of input code with the current location of registering described succedaneum, by activating described button or importing described code, in described server, register described succedaneum's current location automatically by described cordless communication network.

15, system according to claim 1, it is characterized in that: described server calculates any client since arriving the time that the back is consumed, and show off status, the succedaneum who has distributed, unappropriated succedaneum, the succedaneum who has arrived and/or the service that is provided are provided.

16, system according to claim 1 is characterized in that: if any client's stand-by period reaches or surpass preset time, described server sends alarm signal to described scheduler.

17, system according to claim 1, it is characterized in that: also comprise flight information database and client's supporting database, described server is recorded in all activities, Flight Information and client's request of described service in described flight information database and the client's supporting database, and retrieval is used for selected information to resolve or verification from described database.

18, system according to claim 17 is characterized in that: the regular service report relevant with the service that is provided, summary statistical study and/or exception reporting are provided described server.

19, system according to claim 17, it is characterized in that: also comprise being used to provide the device that operates relevant integrated system with common airport, the running of described airport comprises cabin service, gangway ladder and/or cargo service, described various COS has an additional database, these COS are real-time update, and related with described flight information database and client's supporting database, described succedaneum is included as the personnel that relevant service provides support.

20, system according to claim 17 is characterized in that: also comprise the device of the transportation operation system that is applicable to waterborne and/or land transportation, described device is included in the locating and detecting device on the various vehicles in succedaneum's task.

21, a kind of method that is used for scheduling airport customer support between a plurality of succedaneums, described a plurality of succedaneums respond a plurality of service support requests, and described service support request submits to the control of at least one scheduler, and described method comprises:

Receive described a plurality of service support request;

Automatically handle and the relevant data of described a plurality of service support requests, carry out the space and information non-space relevant related with described a plurality of service support requests;

Generate from relevant scheduling decision and provide dispatch command to described succedaneum, these traffic orders are abideed by and are predeterminedly guided and satisfy described a plurality of service support request;

The real-time distribution of related data and instruction is provided;

By radio telecommunications network management between a plurality of succedaneums and scheduler real time data and the communication of order, described management process is utilized a server that communicates with cordless communication network; And

Carry out data communication by at least one handheld device and a plurality of succedaneum, described handheld device is carried by each succedaneum, and described data are real-time Communication for Power, and pays close attention to airport customer support request and available agent person's location and identification.

22, method according to claim 21, it is characterized in that, describedly comprise with the data communication that a plurality of succedaneums carry out: by wireless communication tool communicating by letter on described handheld device by at least one handheld device, display message on the screen of described handheld device, the information of in described handheld device, importing the specific action code and on air ticket, boarding card or other target, discerning client or position.

23, method according to claim 21 is characterized in that, the data communication that described and a plurality of succedaneums carry out comprises:

Utilize described handheld device or workstation to login or publish, the described person of login agent becomes an active communication node in the network, publishes from this network up to this succedaneum;

Utilize described handheld device or workstation to change described succedaneum's state, and, check for scheduler by the automatic any state variation of registering described succedaneum of described cordless communication network.

24, method according to claim 21, it is characterized in that, the automatic processing of the data that described and a plurality of service support requests are relevant comprises: the current state that writes down each live agent person in the described network, be provided at display screen on described workstation or the handheld device to show any live agent person's current state, described state is distinguished with different signs, color or state code, indicates any live agent person's state to described scheduler.

25, method according to claim 21 is characterized in that, the automatic processing of the data that described a plurality of service support requests are relevant comprises:

Utilize a kind of immediate data storehouse to connect, input/output procedure, perhaps artificial input is write down and is used for all demands that client supports;

Each client's real-time registration, described customer need obtains the support that combines with current state, and described current state comprises the time of approaching, the flight that approaches, the gate that approaches, Departure airport, outgoing flight, gate or other information relevant with required support.

26, method according to claim 21, it is characterized in that, the automatic processing of the data that described and a plurality of service support requests are relevant comprises: use a kind of immediate data storehouse to connect, input/output procedure, perhaps artificial input comes the real time record Flight Information, and described Flight Information comprises the time of approaching and the gate that approaches, Departure airport and departure from port gate and other relevant Flight Informations.

27, method according to claim 21, it is characterized in that, the automatic processing of the data that described and a plurality of service support requests are relevant comprises: to the real-time auto answer of any flight variation, described flight variation comprises the time of approaching and the variation of variation, Departure airport and the departure from port gate of the gate that approaches, and other relevant flight change informations.

28, method according to claim 21, it is characterized in that, the relevant data of described and a plurality of service support requests are handled automatically and are comprised: a kind of client is supported to ask to mate automatically with at least one available succedaneum, and provide option, as Processing tasks being automatically assigned at least one succedaneum, perhaps by described scheduler with the Processing tasks manual allocation at least one succedaneum, comprise rewriteeing a robotization allocative decision.

29, method according to claim 21 is characterized in that, the automatic processing of the data that described and a plurality of service support requests are relevant comprises: come to succedaneum's allocation process task according to the predetermined priority table.

30, method according to claim 21, it is characterized in that, the automatic processing of the data that described and a plurality of service support requests are relevant comprises: support the specific (special) requirements of asking to come to succedaneum's allocation process task by considering client, identification is for the qualified succedaneum that required service is provided of certain Processing tasks, perhaps show titular succedaneum automatically, perhaps list titular succedaneum, for the described Processing tasks of described scheduler manual allocation.

31, method according to claim 21, it is characterized in that, the automatic processing of the data that described and a plurality of service support requests are relevant comprises: by considering live agent person's current location, and approach this Processing tasks most by discerning which succedaneum, Processing tasks is assigned at least one succedaneum.

32, method according to claim 21, it is characterized in that, the automatic processing of the data that described and a plurality of service support requests are relevant comprises: generate map and show, the position that shows each succedaneum's current location or last report, and automatic trade mark agency person's position, when this succedaneum, utilizes described handheld device that this positional information is sent to server automatically and registers its position automatically during its position of registration at a certain gate, a certain intermediate transit point or on any equipment.

33, method according to claim 21, it is characterized in that, the automatic processing of the data that described and a plurality of service support requests are relevant comprises: generate map and show, the position that shows the client who is waiting for service, and demonstration can be used for providing the succedaneum of required service and the position of equipment, each target shows showing different states with a kind of diacritics, and shows the immediate succedaneum for any specific demand.

34, method according to claim 21, it is characterized in that, the automatic processing of the data that described and a plurality of service support requests are relevant comprises: the automatic registration of described succedaneum's current location, described automatic registration realizes at described handheld device activator button or input code and by cordless communication network.

35, method according to claim 21, it is characterized in that, the automatic processing of the data that described and a plurality of service support requests are relevant comprises: calculate the time that any client has consumed since having arrived, and show off status, the succedaneum who has distributed, unappropriated succedaneum and/or the service that is provided are provided.

36, method according to claim 21, it is characterized in that, the automatic processing of the data that described and a plurality of service support requests are relevant comprises: if having any client's stand-by period to reach or surpass preset time, send warning signal to described scheduler.

37, method according to claim 21, it is characterized in that, the automatic processing of the data that described and a plurality of service support requests are relevant comprises: flight information database and client's supporting database are provided, all action messages of the described service of record in described database, Flight Information and client's request, and retrieval is used for selected information to resolve or verification from described database.

According to the described method of claim 37, it is characterized in that 38, the automatic processing of the data that described and a plurality of service support requests are relevant comprises: generate regular service report, summary statistical study and/or exception reporting about providing service.

39, according to the described method of claim 37, it is characterized in that: also comprise providing and the relevant integrated approach of common airport running, the running of described airport comprises cabin service, gangway ladder and/or cargo service, described various COS has an additional database, these COS are real-time update, and related with described flight information database and client's supporting database, described succedaneum is included as the personnel that relevant service provides support.

40, according to the described method of claim 37, it is characterized in that: also comprise the transportation How It Works that is applicable to waterborne and/or land transportation, this method is included in the detection and localization equipment on the various vehicles in succedaneum's task.

Images