EP1629422A4 - Systeme et procede permettant de reserver une position dans une file d'attente - Google Patents

Systeme et procede permettant de reserver une position dans une file d'attente

Info

Publication number
EP1629422A4
EP1629422A4 EP04734028A EP04734028A EP1629422A4 EP 1629422 A4 EP1629422 A4 EP 1629422A4 EP 04734028 A EP04734028 A EP 04734028A EP 04734028 A EP04734028 A EP 04734028A EP 1629422 A4 EP1629422 A4 EP 1629422A4
Authority
EP
European Patent Office
Prior art keywords
queue
customer
receiving
reservation
place
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Withdrawn
Application number
EP04734028A
Other languages
German (de)
English (en)
Other versions
EP1629422A1 (fr
Inventor
Cheh Ngee Goh
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
MOBILASTIC TECHNOLOGIES Pte Ltd
MOBILASTIC TECHNOLOGIES Pte LT
Original Assignee
MOBILASTIC TECHNOLOGIES Pte Ltd
MOBILASTIC TECHNOLOGIES Pte LT
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by MOBILASTIC TECHNOLOGIES Pte Ltd, MOBILASTIC TECHNOLOGIES Pte LT filed Critical MOBILASTIC TECHNOLOGIES Pte Ltd
Publication of EP1629422A1 publication Critical patent/EP1629422A1/fr
Publication of EP1629422A4 publication Critical patent/EP1629422A4/fr
Withdrawn legal-status Critical Current

Links

Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/02—Reservations, e.g. for tickets, services or events
    • G—PHYSICS
    • G07—CHECKING-DEVICES
    • G07C—TIME OR ATTENDANCE REGISTERS; REGISTERING OR INDICATING THE WORKING OF MACHINES; GENERATING RANDOM NUMBERS; VOTING OR LOTTERY APPARATUS; ARRANGEMENTS, SYSTEMS OR APPARATUS FOR CHECKING NOT PROVIDED FOR ELSEWHERE
    • G07C11/00—Arrangements, systems or apparatus for checking, e.g. the occurrence of a condition, not provided for elsewhere
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • G—PHYSICS
    • G07—CHECKING-DEVICES
    • G07C—TIME OR ATTENDANCE REGISTERS; REGISTERING OR INDICATING THE WORKING OF MACHINES; GENERATING RANDOM NUMBERS; VOTING OR LOTTERY APPARATUS; ARRANGEMENTS, SYSTEMS OR APPARATUS FOR CHECKING NOT PROVIDED FOR ELSEWHERE
    • G07C11/00—Arrangements, systems or apparatus for checking, e.g. the occurrence of a condition, not provided for elsewhere
    • G07C2011/04—Arrangements, systems or apparatus for checking, e.g. the occurrence of a condition, not provided for elsewhere related to queuing systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5231—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with call back arrangements

Definitions

  • the present invention relates to a queue reservation system and method for enabling a customer to reserve a position in a queue from a remote location, and relates particularly, though not exclusively, to such a system and method providing multiple communication channels.
  • a recorded message may inform the customer at regular intervals his or her position from the head of the queue or an estimate of the time remaining before he or she can expect to be served.
  • Customers may also be encouraged to try another method of performing a transaction, for example, using the Internet, or may be provided with interesting promotional messages.
  • none of these methods are very successful in mitigating the frustration of the caller, who must lemam waiting on. line in order to be served.
  • the present invention was developed with a view to providing a system and method of automatic queue reservation by a customer from a remote location. Once a queue position has been reserved by a customer, they need not wait but can continue with their normal business. They will then be advised, either by being called back or by being, otherwise notified, that their position in the queue is about to be served so that they can receive prompt service.
  • a method of enabling a customer to reserve a position in a queue including the steps of: receiving a queue reservation request from a customer, allocating a queue reservation identifier to the customer to identify their place electronically i the queue; reserving a place electronically in the queue on behalf of the customer such that the customer need not wait in the queue; allowing the customer to reclaim the reserved place in the queue.
  • the method further includes the steps of monitoring the customers place electronically in the queue in order to determine when the customer is likely to be served; and communicating with the customer to advise the customer when they are about to reach the front of the queue so that they can reclaim their place in the queue in a timely manner.
  • a method of enabling a customer to reserve a position in a queue from including the steps of: receiving a queue reservation request from a customer; allocating a queue reservation identifier to the customer to identify their place electronically in the queue; reserving a place electronically in the queue on behalf of the customer; monitoring the customer's place electronically in the queue in order to determine when the customer is likely to be served; and cornmumcating with the customer to advise the customer when they are about to reach the front of the queue so that they can be served promptly.
  • the method includes the further steps of: receiving a customer's return call after a customer has been advised they are about to reach the front of the queue; and authenticating the customer's queue reservation identifier before placing their call in a priority queue for priority service.
  • said step of allocating a queue reservation identifier includes one or more of the following options: employing the customer's telephone number as the queue reservation identifier; employing an alternate telephone number specified by the customer as the queue reservation identifier; and
  • said step of receiving a reservation request from a customer at a remote location includes one or more of the following options: receiving a telephone call from the customer either manually or using an automatic voice response (AVR) system; receiving a message service text message from a customer via a message service communication channel; receiving an on line reservation request form in a HTML format via the Internet; and receiving a wireless reservation request message via a WAP communication channel.
  • AVR automatic voice response
  • step of communicating with the customer is performed using a communication channel specified by the customer at the time of making the queue reservation request.
  • a queue reservation system for enabling a customer to reserve a position in a queue, the system including: receiving means for receiving a queue reservation request from a customer; queue processing means for processing a queue reservation request received via the receiving means, said queue processing means including means for allocating a queue reservation identifier to the customer to identify their place electronically in the queue, means for reserving a place electronically in the queue on behalf of the customer, and means for monitoring the customers place electronically in the queue in order to determine when the customer is likely to be served; and transmitting means operatively connected to said queue processing means, for communicating with the customer at a remote location to advise the customer when they are about to reach the front of the queue, whereby, i use, the customer can be served promptly without having to waste time actually waiting in the queue.
  • said receiving means and transmitting means are both provided as part of a communication server that operatively interfaces with said queue processing means.
  • Figure 1 is a functional block diagram illustrating an embodiment of a queue reservation system according to the present invention
  • FIG 2 is a functional block diagram of preferred software components included in a queue processor of the system illustrated in Figure 1;
  • Figure 3 is a flow chart illustrating a typical algorithm for controlling the process of authenticating a customer's queue reservation identifier
  • Figure 4 is a flow chart illustrating an example of an SMS embodiment of the method of queue reservation according to the present invention.
  • the queue reservation system is capable of receiving a queue reservation request over multiple communication channels.
  • Figure 1 illustrates a preferred embodiment of a multi-channel queue reservation system 10.
  • the queue reservation system 10 is capable of receiving of a queue reservation request from a customer's electronic communication device 12, whether the device 12 is a mobile phone, a land line phone, an Internet enabled PDA, a computer or some other suitable device,
  • a communication server 14 operates as a multi-channel transcoder providing an interface with a queue processor 20 for receiving and transmitting messages over multiple communication channels.
  • the communication server 14 may incorporate an automatic interactive telephone answering system, an SMS server, an automated email parsing engine, an Internet server and any other suitable technologies required to provide an interface between the customer's communication device 12 and the queue processor 20.
  • the communication server 14 receives input over various channels, including text from SMS, HTML from the Internet, WML from WAP, VXML (voice XML) from automatic voice response (AVR) systems and transcodes it into a format that can be used by the queue processor 20.
  • the queue processor 20 returns its output in the same format.
  • the ;transcoder is typically a combination of XSLTs (style sheets) and a software component called Chameleon, and is available in the market.
  • the queue processor 20 incorporates several software components that monitor an electronic queue system 22, return intelligent information about the queue, activates notification of queue position, and interacts with the communication server 14.
  • the queue processor 20 determines whether there is a need to offer the customer the reservation facility; reserves a queue number, simulating the taking of a ticketj from a queuing machine; estimates the queue time based on the head and tail of the queue and estimates how much time it takes for a queue number to be serviced; returns the current status to the queue, such as the number being serviced, determining the head of the queue and the tail of the queue; and allocates and maintains different queues inside the service organisation.
  • the customer When the customer wants to reserve a place in a queue, the customer contacts the communication server 14 such as by making a telephone call or by SMS.
  • a SMS server within the communication server 14 then talks to the queue processor 20 and requests a queue number.
  • the queue processor 20 then returns a queue number to the communication server 14.
  • the c»mmunication server 14 then sends a queue number to the customer's electronic device 12 (mobile phone) to provide the queue number to the customer, by text or voice.
  • the queue processor 20 has thereby reserved a place in the electronic queue in the electronic queue system 22.
  • the queue processor 20 monitors the electronic queue and informs the customer of their queue proximity.
  • the queue processor estimates the customer's queue proximity, sends a message to the communication server to send a notification message to the Customer and sends the customer an aopropriate message informing them of the queue proximity which could be in the form of the time estimated before they reach the front of the queue or a message when theyi are about to reach the front of the queue.
  • the queue processor interfaces with the electronic queue system. Queue monitoring software of the queue processor 20 monitors the progression of the customer's place in the queue and will alert the customer when their proximity to the front of the queue reaches a desired position, such as one or two positions away from the front of the queue.
  • Figure 2 shows APIs of the queue processor 20 able to accomplish these functions.
  • An issue queue number API 30 takes the customer's ID as a string, such as their phone number, reserves a queue number in the queue and returns the queue number as an output string.
  • a queue status API 32 returns the status of the queue to which the counter is serving, the queue number in the form of a double dimensioned array including the head of queue and tail of the queue.
  • a queue estimated time API 34 receives the queue number as a string and estimates the approximate time it would take to service the queue number by using the current status of the queue API 32.
  • The, ume is returned as an integer.
  • a queue registration API 36 receives the channel address from which the reservation request is sent (such as the registered phone number) as a string, an alternative notification channel address fsuch as alternative phone number) as a string, a notification channel method as a stringj and a service request as a string.
  • Hie API 36 installs the sender channel address, the alternative notification address, the notification channel method and the service request information in the queue. The queue number is returned as a string,
  • the customer could make the- enquiry through alternative channels, such as by sending a SMS message.
  • the customer may request an alternate response channel, such as sending an alternate land line number.
  • the customer may take his or her place (as reserved) in the queue in a number of ways.
  • the customer service agent can call the customer when he or she reaches the head of the queue,.
  • the customer mav use an email or other system to make a queue reservation and give a specific number for the call centre agent to call him when he is at the head of the queue.
  • the queue management system may calculate the time minutes it estimates it is necessary for the customer to reach the head of the virtual queue. It would then inform the customer by SMS (or other channel) that he should try to call within the estimated time.
  • the call centre call management software will keep a pool of customer numbers that, have reached the head of the queue, they will then be given priority to be answered before the callers ' who did not book a place. When the person registers they will be given a code and they can enter this to verify their identity.
  • the queue processor first queries whether the user is registered within the system at 42. The identity of the customer may be verified using the caller ID from the phone used to make the call. If this does not match, the caller's phone number is then checked against an alternate number at 44 (which may have been given when the custom first entered the queue). If the caller is still not recognised, the user is then given the opportunity to enter their user code at 46. The code then undergoes authentication at 48. If the code is not authenticated, the user is given the opportunity to enter the registered phone number (the number from which the call to reserve the place in the queue was first made) at 50. The entered phone number is then checked to see if it registered at 52.
  • the call is routed to the general queue at 54. If the caller is recognised through one of the caller's current phone number, the alternate phone number, the code entered, or the registered phone number then the call is routed to a priority queue at 56.
  • the customer Before entering the virtual queue the customer can select, in the usual manner, a particular area of service relevant to them so that when the caller number is identified the caller should be directed immediately to the relevant department without the customer having to choose the service again.
  • the customer sends an SMS 62 to the communication server 14 to make a reservation in the queue. It is passed to the queue server 20. The message is then checked to see whether an alternate line is speciucu a ⁇ 64. If the alternate line has been specified, the queue processor allocates the customer a place in the queue and holds the placeiin the queue at 75. When the customer reaches the head of the queue, the queue processor initiates the user's turn in. the queue at 66, whereupon a customer service officer can call a user on the user's alternate line at 68.
  • the system determines whether service call back mode is specified at 70. If the service call back mode is not specified, then the system checks if providing a call back time is applicable. If so, the queue processor 20 allocates the cui. ⁇ mer a place in the queue and holds the place in the queue at 75. The queue processor 20 calculates the call back time at 74. The user is then informed via a suitable communication medium such as SMS Internet or WAP to call back on the calculated call back time 76. If the call back service mode is requested, the queue processor 20 allocates the customer a place in the queue and holds the place in the queue at 75. When the customer reaches the head of the queue, the queue processor 20 initiates the user's turn at 78 and the customer service officer calls back the user at 80.
  • the queue processor 20 allocates the cui. ⁇ mer a place in the queue and holds the place in the queue at 75.
  • the queue processor 20 calculates the call back time at 74.
  • the user is then informed via a suitable communication medium such as SMS Internet or WAP to call back on
  • the queue system can send a message, such as by SMS, to the customer informing them that their turn in the queue is coming soon. That way they can reach the queue, take their place without missing their turn.
  • the customer can query the queue processor through the same channels to find out the state of the queue, such as which queue number is being served at which counter.
  • the counter queue server system can then provide the appropriate wanting by calling or SMSing the customer to direct them to the specific counter for service.
  • the system is automatic and requires no human supervision
  • the system can be pervasive because people can make queue reservations on the run;
  • the customer can be notified automatically of their place in the queue which is especially useful to people with a mobile phone;
  • this process can be used as a channel for customer relationship management.
  • customers can be made to feel that they are being looked aftei instead of being frustrated, thus improving their customer service experience;
  • the system is fully compatible with existing methods of call management system so there is no loss of investment for call centres that have invested heavily in the existing management software.

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  • Business, Economics & Management (AREA)
  • Engineering & Computer Science (AREA)
  • Tourism & Hospitality (AREA)
  • Marketing (AREA)
  • Physics & Mathematics (AREA)
  • General Physics & Mathematics (AREA)
  • Economics (AREA)
  • Development Economics (AREA)
  • Signal Processing (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Human Resources & Organizations (AREA)
  • Operations Research (AREA)
  • Quality & Reliability (AREA)
  • Strategic Management (AREA)
  • General Business, Economics & Management (AREA)
  • Theoretical Computer Science (AREA)
  • Telephonic Communication Services (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)

Abstract

L'invention concerne un système de réservation (10) permettant à un client de réserver une position dans une file d'attente, comprenant un moyen de communication (14) permettant de recevoir une demande de réservation de position transmise par un client, un moyen de traitement de file d'attente (20) et un système de file d'attente (22) relié fonctionnellement audit moyen de traitement de file d'attente. Le moyen de communication est conçu pour recevoir une demande de réservation de position transmise par un client. Le moyen de traitement de file d'attente est conçu pour traiter cette demande de réservation de position et pour attribuer un identifiant de réservation de position au client indiquant la place du client dans la file d'attente du système de file d'attente. Le moyen de traitement de file d'attente est conçu pour réserver une place dans la file d'attente au nom du client et pour surveiller la place du client dans la file d'attente afin de déterminer quand le client doit être servi. Le moyen de communication est également conçu pour avertir le client lorsque son tour arrive.
EP04734028A 2003-05-26 2004-05-19 Systeme et procede permettant de reserver une position dans une file d'attente Withdrawn EP1629422A4 (fr)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
SG200302860 2003-05-26
PCT/SG2004/000138 WO2004104888A1 (fr) 2003-05-26 2004-05-19 Systeme et procede permettant de reserver une position dans une file d'attente

Publications (2)

Publication Number Publication Date
EP1629422A1 EP1629422A1 (fr) 2006-03-01
EP1629422A4 true EP1629422A4 (fr) 2006-11-08

Family

ID=33476167

Family Applications (1)

Application Number Title Priority Date Filing Date
EP04734028A Withdrawn EP1629422A4 (fr) 2003-05-26 2004-05-19 Systeme et procede permettant de reserver une position dans une file d'attente

Country Status (2)

Country Link
EP (1) EP1629422A4 (fr)
WO (1) WO2004104888A1 (fr)

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NO325319B1 (no) * 2004-12-10 2008-03-31 Telenor Asa Fremgangsmate og system for a betjene klienter som forespor en tjeneste fra en tjenesteleverandor
ES2272173B1 (es) * 2005-08-04 2008-03-01 Salvador Romero Gordon Sistema electronico administrador de colas de atencion al publico con aviso anticipado a clientes.
FR2908214B1 (fr) * 2006-10-19 2009-10-16 Adelya Soc Par Actions Simplif Procede et dispositif d'organisation de flux de personnes
WO2007093700A1 (fr) * 2006-02-13 2007-08-23 Adelya S.A.S. Procede et dispositif d'organisation de flux de personnes
IL184889A0 (en) * 2007-07-26 2008-01-20 Yinon Uliel A system and method for time utilization
US8682737B2 (en) 2007-10-22 2014-03-25 Jacek Waksmundzki Universal business to media transaction system, process and standard
EE05372B1 (et) * 2008-09-26 2010-12-15 Novokreshchenov Victor Meetod ja ssteem s?idukite j„rjekorra registreerimiseks, kontrollimiseks ja juhtimiseks piiriletusel
ITLI20080015A1 (it) * 2008-12-30 2010-06-30 Luciano Fantoni Dispositivo per la gestione automatica dei tempi di attesa.
WO2011107933A1 (fr) * 2010-03-02 2011-09-09 Eran Ben-Alexander Gestion de file d'attente
FI9099U1 (fi) * 2010-06-24 2011-02-17 Pizazz Oy Ab Resurssienallokointijärjestelmä
US20140046718A1 (en) * 2011-03-01 2014-02-13 Q-Matic Ab Method and system for queue control
GB2502069A (en) * 2012-05-14 2013-11-20 Zoher Elyas Queuing system and method
CN103456066A (zh) * 2012-05-31 2013-12-18 上海科斗电子科技有限公司 网络叫号系统
EP2936453A1 (fr) * 2012-12-20 2015-10-28 Telefonaktiebolaget L M Ericsson (Publ) Procédé permettant de générer un billet pour un client vers une file d'attente, dispositif mobile et terminal de billets de file d'attente
CL2013001488A1 (es) * 2013-05-24 2014-04-11 Manuel Salas Fehlandt Eduardo Sistema de informacion en linea para telefonos inteligentes, smart phones, pc u otro dispositivo electronico, del conteo del numero de turno en las filas mejorando la espera de los usuarios.
US10402870B2 (en) 2013-11-05 2019-09-03 Walmart Apollo, Llc System and method for indicating queue characteristics of electronic terminals
SG11201908430XA (en) * 2017-05-26 2019-10-30 Visa Int Service Ass Tap to reserve
CN108091030B (zh) * 2017-12-21 2021-07-27 中国联合网络通信集团有限公司 自动排号处理方法和装置
CN109064620A (zh) * 2018-08-06 2018-12-21 北京三快在线科技有限公司 一种景区排队方法、系统及可读存储介质

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Also Published As

Publication number Publication date
EP1629422A1 (fr) 2006-03-01
WO2004104888A1 (fr) 2004-12-02

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