WO2002045438A2 - Procede de gestion d'une file d'attente - Google Patents

Procede de gestion d'une file d'attente

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Publication number
WO2002045438A2
WO2002045438A2 PCT/US2001/044184 US0144184W WO0245438A2 WO 2002045438 A2 WO2002045438 A2 WO 2002045438A2 US 0144184 W US0144184 W US 0144184W WO 0245438 A2 WO0245438 A2 WO 0245438A2
Authority
WO
WIPO (PCT)
Prior art keywords
service
line
customer
information
registration
Prior art date
Application number
PCT/US2001/044184
Other languages
English (en)
Other versions
WO2002045438A3 (fr
Inventor
Avish Weiner
Nir Weiss
Ronnie Rotchke
Original Assignee
Friedman, Mark, M.
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 Friedman, Mark, M. filed Critical Friedman, Mark, M.
Priority to AU2002226972A priority Critical patent/AU2002226972A1/en
Priority to EP01995924A priority patent/EP1346583A2/fr
Publication of WO2002045438A2 publication Critical patent/WO2002045438A2/fr
Publication of WO2002045438A3 publication Critical patent/WO2002045438A3/fr

Links

Classifications

    • 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
    • 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
    • G07C2011/02—Arrangements, systems or apparatus for checking, e.g. the occurrence of a condition, not provided for elsewhere related to amusement parks
    • 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

Definitions

  • the present invention relates to line management and, in particular, it concerns a method for managing a line of customers interested in receiving a service so as to reduce the time actually spent waiting in a line.
  • U.S. Patent No. 5,502,806 to Mahoney et al. proposes a system for allowing selected patrons, provided with a pre-issued card, to use a computer access terminal to select a time-slot for an amusement attraction. The patron then gains access to the attraction within the selected time-slot by entering his card in a specially designated entrance gate.
  • the card-holding patrons are integrated with non-card-holding patrons waiting in a conventional line.
  • Mahoney et al. represents a considerable advance in that it offers selected patrons the possibility of avoiding waiting in line. Nevertheless, the Mahoney et al. system suffers from numerous shortcomings. Most notably, implementation of the system requires provision and distribution of specialized cards to all intended users. Additionally, the computer access terminal used to make the time-slot selection may itself become a "bottle-neck" item, requiring queuing. ⁇
  • a further line management system is proposed by PCT publication no. WO9718534 to Sim.
  • This system employs dedicated wireless pager devices distributed to customers at an amusement park.
  • the pagers are docked with a computer terminal, similar to that of Mahoney et al., where reservations are made for specific timeslots for various rides.
  • the pagers then serve both as ID tags and to provide reminder messages before the reserved timeslots.
  • dedicated electronic units must be distributed to customers in order to use the system.
  • the system still relies upon a physical docking procedure during which the reservation process is performed from a computer terminal.
  • the reservations can only be performed from specific predefined locations.
  • the present invention is a method for managing a line of customers interested in receiving a service.
  • a method for registering customers in a waiting line in order to receive a service comprising: (a) maintaining in a line control unit a database containing a plurality of registration records, each of the registration records corresponding to at least one of a plurality of customers waiting to receive the service and containing: (i) identification information associated with a request for registration in the waiting line received from the corresponding at least one customer, and (ii) line management information relating to scheduling for providing the service to the corresponding at least one customer; (b) receiving at the line control unit a request for registration in the waiting line for an additional customer sent from a non-dedicated mobile communications unit via a wireless communications network, the request for registration being associated with corresponding identification information; (c) registering the additional customer in the waiting line by associating with the corresponding identification information at least one item of corresponding line management information relating to scheduling for providing the service to the
  • verification information for facilitating verification that a customer is authorized to receive the service.
  • the verification information is transmitted to the non-dedicated mobile communications unit as part of the confirmation message.
  • the verification information is information provided by the additional customer via the non-dedicated mobile communications unit.
  • the verification information is selected from the group comprising: a telephone number of the non-dedicated mobile communications unit; an electronic serial number of the non-dedicated mobile communications unit; information from a SIM card associated with the non-dedicated mobile communications unit.
  • a service area is defined from within which reservation requests may be made; location information is received from the wireless communications network indicative of a location from which the request for registration was sent; and the location information is processed to verify that the request for registration was sent from within the service area.
  • the data message includes information indicative of at least one user-selectable option related to the service to be provided.
  • a method for registering customers in a waiting line in order to receive a service comprising: (a) maintaining in a line control unit a database containing a plurality of registration records, each of the registration records corresponding to at least one of a plurality of customers waiting to receive the service and containing: (i) identification information associated with a request for registration in the waiting line received from the corresponding at least one customer, and (ii) line management information relating to scheduling for providing the service to the corresponding at least one customer; (b) receiving at the line control unit a request for registration in the waiting line for an additional customer sent via a communications network, the request for registration being associated with corresponding identification information sufficient to allow sending of a confirmation message to a specific non-dedicated mobile communications unit; (c) registering the additional customer in the waiting line by associating with the corresponding identification information at least one item of corresponding line management information relating to scheduling for providing the service to the additional customer, the corresponding identification information and the
  • a method for registering customers in a waiting line in order to receive a service comprising: (a) receiving at a line control unit a request for registration within the waiting line from at least one physical-line customer arriving at a predefined service registration point, the request for registration being associated with a registration time corresponding substantially to a time of arrival of the customer at the predefined service registration point; (b) receiving at a line control unit a request for registration within the waiting line sent from a non-dedicated mobile communications unit by at least one virtual-line customer, the request for registration being associated with a registration time corresponding substantially to a time of receipt of the request for registration at the line control unit; and (c) allotting a waiting line position to each of the at least one physical-line customer and the at least one virtual-line customer so as to define a waiting line sequence according to which the service is to be provided to all of the at least one physical-line customer and the at least one virtual-line customer in chronological order of their
  • FIG. 1 is a flow diagram illustrating a first implementation of a method according to the teachings of the present invention for managing a line;
  • FIG. 2 is a schematic representation of a system for implementing the method of Figure 1;
  • FIG. 3 is a schematic representation of a sequence of operation of the system of Figure 2;
  • FIG. 4 is a schematic representation of operation of the system of Figure 2 illustrating integration of a "virtual line” with a "physical line”;
  • FIG. 5 is a flow diagram illustrating a second implementation of a method according to the teachings of the present invention for managing a line; and FIG. 6 is a schematic representation of a sequence of operation of an implementation of the method of Figure 5.
  • the present invention is a method for managing a line of customers interested in receiving a service from a service supplier.
  • the principles and operation of methods according to the present invention may be better understood with reference to the drawings and the accompanying description.
  • Figures 1-6 illustrate two implementations of a system and method, constructed and operative according to the teachings of the present invention, for assigning reservations for providing customers with a service.
  • the method includes maintaining a database containing a plurality of registration records, each registration record corresponding to at least one of a plurality of customers waiting to receive the service and containing: identification information associated with a request for line registration received from the corresponding at least one customer; and line management information relating to scheduling for providing the service to the corresponding at least one customer.
  • a line registration request for an additional customer is then received via a communications network, and in many preferred implementations from a non-dedicated mobile communications unit via a wireless communications network.
  • the line registration request is associated with corresponding identification information.
  • the additional customer is then registered in the line of customers by associating with the corresponding identification information at least one item of corresponding line management information relating to scheduling for providing the service to the additional customer.
  • the identification information and the line management information are represented by an additional registration record added to the database.
  • a confirmation message is then transmitted to the non-dedicated mobile communications unit.
  • the present invention is applicable to almost all situations in which a plurality of customers are interested in receiving a service.
  • the term "service” in the context of the present invention is used to refer to any service including, but not limited to: a performance or show to be attended by a customer; any activity to be performed by a customer; and any products, food, service, or information to be provided or dispensed to a customer.
  • the service may be a non-profit service such as a government office or a public service department.
  • the present invention is thought to be of particular importance when applied to commercial services of a wide range of types. Particularly preferred applications include entertainments in an amusement park, shows, service oriented industries, government offices, fast food services and restaurants.
  • send operation is used to refer to any operation used to initiate a communication from a mobile communications unit via a wireless communications network to a remote device, independent of the communications protocol used, and independent of what other networks take part in the connection.
  • Examples of a “send operation” include, but are not limited to, a dialing operation, sending of a text message, and requesting a connection to an internet address.
  • a number of steps, grouped together as block 12 make up a registration or reservation procedure which may be performed without physically joining a line or approaching any dedicated reservation station.
  • the service is subsequently provided (block 14) according to allotted scheduling data after a straight forward verification step, substantially eliminating the time wastage and inconvenience of waiting in line.
  • the reservation is here preferably initiated by the user performing a predefined send operation 16 using a non-dedicated mobile communications unit 102 via a wireless communications network 104.
  • the present invention is implemented using cellular wireless communications networks and corresponding cellular mobile communications units.
  • the "send operation” is defined broadly, typical examples including a dialing operation, sending of a text message, and requesting a connection to an internet address.
  • the required type of send operation and corresponding destination address is made available to the customers.
  • the send operation is performed by dialing a predefined number.
  • the send operation is performed by sending a text message or other data message to a predefined address, which may be a telephone number, an email address or any other messaging system address supported by the network.
  • the address itself may be an address within the wireless communications network, or any other address accessible via the wireless communications network via another network such as the internet 106 or a conventional telephone network 108.
  • the requested service is preferably fully and uniquely specified by the destination address.
  • the customer is here required simply to perform the send operation, without needing to supply any additional information.
  • the address used for the present invention may optionally be a shortened address or "local address" which is not unique as a telephone number.
  • the address is interpreted by the wireless communications network on the basis of location information available to the network.
  • location information available to the network.
  • a number of three, or even two, digits may be sufficient to specify the desired service on the basis of information as to the current location of the mobile communications unit.
  • more than one type of send operation may be allowed to initiate a reservation for a single service.
  • a reservation may be initiated by either dialing or sending a text message to a predefined number. This is particularly valuable to allow use of the system by mobile communication units with differing capabilities.
  • a single line management system may be configured to receive line registration requests from a number of separate communications networks so as to accommodate customers who subscribe to each of the different communications networks.
  • send operation 16 results in identification information being received at a line control unit (LCU) 110 from wireless communications network 104 (step 18 ) without requiring any separate action by the customer.
  • LCU line control unit
  • the identification information for such an implementation is preferably information characteristic of the hardware configuration of the non-dedicated mobile communications unit 102 used for the send operation which is inherently made available to the wireless communications network as a result of the send operation.
  • identification information include, but are not limited to, a telephone number of non-dedicated mobile communications unit 102, an electronic serial number of non-dedicated mobile communications unit 102, and an identifier or other information from a SIM card associated with non-dedicated mobile communications unit 102.
  • the identification information may be provided intentionally by the user at the time of sending the line registration request. In each case, however, the identification information stored is preferably sufficient to allow the line control unit to properly address a return message to the non-dedicated mobile communications unit.
  • the identification information may optionally be supplemented by other information included by the customer in the send operation or retrieved from the communications network.
  • line control unit 110 also receives location information (step lSb) indicative of the location of mobile communications unit 102 when send operation 16 was performed.
  • location information in this context is used broadly to indicate any indication of location independent of the resolution with which the location is indicated.
  • the location information may simply be an indication of a cell of a cellular communications network from within which the send operation was performed. In many cases, much higher resolution location information is available from the network, or in certain cases from an integrated global positioning system (GPS).
  • GPS global positioning system
  • reservation requests may be processed conditionally based upon the location from which the send operation was performed. For example, in the case of rides within an amusement park, it may be preferable to restrict reservations to customers already present within the park to avoid unfair pre-booking.
  • a "service area" from within which reservation requests may be made is defined in advance (step 20) and the location information for each reservation request is processed (step 22) to verify that the send operation was performed within the service area. Any reservation requests received from outside the service area are typically disregarded, optionally being answered by an appropriate notification sent from line control unit 110 via wireless communications network 104.
  • reservation requests may be inherently limited by the network itself to a predefined service area.
  • the line registration request may be submitted via another type of communications network, such as from a telephone 105 via a public service telephone network 108 or from a computer 103 connected to a computer network (e.g., internet) 106.
  • a computer network e.g., internet
  • a reservation is made at step 24 by associating the identification information with scheduling data relating to scheduling for providing the service to the holder of the non-dedicated mobile communications unit 102.
  • This step is typically implemented by storing a reservation record containing the identification information and the scheduling data in a database located and maintained in a suitable data storage means such as storage device 110a of line control unit 110.
  • a suitable data storage means such as storage device 110a of line control unit 110.
  • line control unit 110 may be located either on-site, for example in a single unit with a service control unit such as an automated gate, or at a remote site.
  • a service control unit such as an automated gate
  • the latter option would enable a single centralized line control unit, for example managed by a service provider, to manage scheduling data for multiple lines. Only the specific information required at any given time for verification need then be forwarded from the line control unit to a service control unit (gate, display sign system etc.) at the site at which the service is provided.
  • the scheduling data may be any data which relates to the scheduling with which the service is to be provided to the customer, either in terms of timing or in terms of priority relative to other customers.
  • the scheduling data includes a number indicating a sequential position of the customer within a line of customers waiting for the service.
  • This case closely parallels the functionality of a conventional line, where customers are processed sequentially in order of entry into the line.
  • the disadvantages of a line which requires physical presence of the customer to secure his or her place are avoided. This is particularly true according to a preferred option in which advance notification is given via the wireless communications network, as will be described below.
  • the scheduling data includes scheduling information indicative of an expected time at which the service will be available to the customer. This case is particularly useful when providing services for which scheduling is generally predictable, for example, for amusement park rides of a known fixed duration.
  • the method and system of the present invention may be implemented independently from other lines, or may be integrated together with conventional lines of customers.
  • customers waiting in the "virtual line" provided by the present invention may be the only customers waiting to receive the service, or may be processed in parallel to one or more conventional lines of customers.
  • the scheduling data is typically derived exclusively on the basis of reservation requests previously received by line control unit 110 and any advance scheduling information which is available with regard to the rate or schedule for providing the service.
  • the customers in the "virtual line” may then be processed, either with the same priority or, at the service provider's discretion, with a different priority or at a different rate, from customers waiting in a line on site.
  • FIG. 2 shows a case where a conventional line employs a waiting area 112 interposed between two gates 114 and 116.
  • Gate 114 is a gate immediately prior to provision of the service, in this case an entertainment at an amusement park, and provides an indication of the number of customers who have been provided the service.
  • Gate 116 is an additional numerator gate deployed to count customers entering line waiting area 112.
  • the difference between the number of customers who have passed through gates 116 and 114 indicates the number of customers currently waiting in the line to be used as the aforementioned "line status information".
  • a similar effect may be achieved by requiring customers in the physical line to take tickets or the like when entering the waiting line, thereby providing an opportunity to count customers in the line without requiring gate 116.
  • a second case illustrated in Figure 2 shows an example of an implementation of the method of the present invention for service in a fast food without the availability of line status information.
  • customers are typically taken alternately from physical-line gate 114 ⁇ and virtual-line gate 118 ⁇ .
  • line status information of the type mentioned may be used in a number of ways during allocation of scheduling data.
  • sequential line position numbers may be allotted to reservation requests so that a customer in the virtual line is allocated a position in line immediately after the customers already waiting in the physical line on site.
  • relative priorities i.e., the ratio of rates at which customers are served
  • relative priorities i.e., the ratio of rates at which customers are served
  • the ratio of rates at which customers are served may be scaled in proportion to the total numbers of customers waiting in the two lines.
  • the line control unit 110 preferably transmits a confirmation message (step 26) via wireless communications network 104 back to mobile communications unit 102.
  • This message is sent in a format and according to a communications protocol suited to the capabilities of the mobile communications unit 102, and may include a voice message, a text message and/or a graphic.
  • the message includes information relating to the scheduling data, such as the allotted line position number, scheduled time and/or any other pertinent information regarding scheduling and notifications.
  • the confirmation message may include a confirmation code or graphic to be used in a verification step to be described below.
  • reservation sequence 12 is complete and the customer is free to move around freely and proceed with other activities until shortly before the service is to be provided.
  • line control unit 110 sends an advance notification (step 28) via wireless communications network 104 to mobile communications unit 102.
  • line control unit 110 preferably derives an expected time at which the service will be available to the customer, and transmits a notification message to communications unit 102 a predefined period before the expected time. This minimizes the likelihood of turns being missed.
  • the advance notification feature is thought to be advantageous in all implementations of the present invention, it is particularly valuable in cases where the scheduling data is in the form of sequentially numbered positions in a line.
  • the time of providing the service is not accurately predicted, the customer has the peace of mind to know that he will receive an advance warning prior to reaching his turn. This frees him from the burden of periodically checking progress of the line, allowing him to use his waiting time productively for other activities.
  • the timing of the advance notification in the case of sequentially numbered positions in a line, this may be done in a number of ways. In most cases, the notification is sent when the line position currently being served is a predetermined number before the line position of the user to be notified.
  • the number of turns prior warning may be automatically adjusted on the basis of the rate of progress of the line (averaged over a given period). This ensures that the advance notification always corresponds approximately to a desired advance notification period.
  • a verification step 30 is performed prior to providing the service.
  • the purpose of verification step 30 is to verify that the customer about to be provided with the service is authorized to receive the service. This may be achieved in a number of ways, and using various different information, as will now be discussed.
  • the service provider may conveniently perform the verification step immediately prior to providing the service.
  • the verification step may be performed either at a manned gate or checkpoint, or at an automatic gate 118.
  • verification is preferably performed by requiring the customer to provide confirmation information previously transmitted to the mobile communications unit, typically as part of step 26 described above.
  • This confirmation information may take various forms including, but not limited to, a graphic element displayable on a display of the communications unit, an alphanumeric code, or a sound code.
  • verification may be performed by requiring the customer to reproduce information provided by the customer as part of the send operation. This could be a customer-selected PIN number, credit card number or other code requested from, or defined by, the customer, which is stored together with the reservation record in the line management unit 110.
  • Most of the aforementioned verification options may also be implemented with an automated gate by providing a keyboard or other data input device to allow the user to enter the required information to gain entry.
  • Additional options for implementing verification at an automated gate include, but are not limited to: positioning a display of the communications unit opposite an optical reader to allow optical reading of a confirmation code or graphic; playing a sound code corresponding to the confirmation information which may be verified using a microphone and a sound processing system; employing a magnetic card reader (especially where the verification information is a credit card number); and receiving information transmitted from the communications unit via a short range wireless communications link.
  • the last option facilitates verification performed by comparing the identification information directly with corresponding information input from the communications unit, or sent as part of the confirmation message.
  • the requested service is then provided at step 32.
  • FIG. 3 this illustrates schematically the sequence of operation of the method of Figure 1 in two applications, namely, a doctor's surgery and a spider show.
  • information is provided to potential customers that reservations may be made for the doctor by dialing 558 and for the spider show by dialing 559.
  • a customer in this case a "patient” interested to visit the doctor dials 558 on his non-dedicated communications unit 102 and presses "send'V'dial" as indicated at 42.
  • Line control unit 110 then receives the connection request, including identification information characteristic of the mobile communications unit 102, and identifies the request on the basis of the number dialed as a doctor's appointment request.
  • Line control unit 110 then associates scheduling data, in this case a sequential line number "25", with the identification information to make a reservation and sends a confirmation message to the mobile communications unit 102.
  • Various options for the confirmation message content are illustrated at 44a-44d.
  • 44 ⁇ illustrates a basic message including merely the line number "25”.
  • Message 44-? additionally includes an estimated time for the appointment.
  • Message 44c provides information regarding provision of a reminder notification.
  • Message 44d includes a graphic design which serves as deterrent to would-be cheats who might attempt to falsify a text-only message in order to skip the line.
  • other forms of verification such as were discussed above may also readily be incorporated here.
  • the patient After suitable advance notification where provided, the patient arrives in a waiting area shortly before a current line number display 46 indicates that his turn has been reached. When number "25" is displayed, the patient enters the doctor's office 48 and presents the doctor with his confirmation message for verification before the examination commences.
  • a confirmation message 50 for a reservation for the spider show (placed by dialing 559).
  • the message includes a time for receiving the service, a four-digit verification code, and a distinctive graphic (spider design).
  • the verification code is required to gain entry via an unmanned automated gate 52 to the spider show 54.
  • This time of arrival is considered the "registration time" for that customer.
  • the time is typically established by a registration operation which may be taking of a ticket, passing a magnetic card or optically-coded card through an appropriate card reader, or any other registration procedure performed automatically or manually (i.e., by a person).
  • line positions are allotted to customers joining through the "virtual line", such as by sending a line registration request to line control unit 110 from non-dedicated mobile communications unit 102.
  • the "registration time” is defined as the time of receipt of the line registration request.
  • the line positions are preferably allotted so as to define a sequence according to which the service is provided to both the physical-line customers and the virtual-line customers in chronological order of their corresponding registration times.
  • method 60 of the method of the present invention which allows for the selection of a number of user-selectable options related to the service to be provided.
  • method 60 is similar to method 10, but includes a number of additional steps. Accordingly, for conciseness of presentation, steps common to both implementations will be similarly labeled and will only be discussed to the extent that they differ from those described above. It is a particularly preferred feature of this implementation that send operation
  • the 16 is effective not only to initiate the reservation but also to specify at least one user-selectable option related to the service to be provided.
  • the options may relate to the content of the service itself, such as food items from a menu, and/or to parameters related to the order such as preferred scheduling for the reservation or the number of reservations being made.
  • send operation 16 is here preferably performed by sending a text or other data message to a predefined address, the message including information indicative of at least one user-selectable option related to the service to be provided.
  • the content of the message is typically disregarded, in this case the content is received at line control unit 110 (step 18c) and processed at step 62 to determine what options have been selected, and whether the selection is valid.
  • a list of available options may be provided in a manner independent of the communications network such as, for example, by publicizing instructions on posters or in newspapers or the like.
  • the method provides a list of available options directly to the mobile communications unit 102 such as via text messaging.
  • the text message is processed at step 62 to determine whether it includes a predefined minimum quantity of selection information required to generate a valid reservation/order.
  • a list of available options is transmitted to the customer via the wireless communications network (step 64) to guide the customer in preparing a new valid reservation request.
  • step 24 the option selection information is typically stored alongside the identification data and scheduling data to form complete reservation records.
  • a confirmation message transmitted to the customer in step 26 includes confirmation of the selected options.
  • the option selection information is defined in terms of a numerical code corresponding to each available option.
  • the confirmation message transmitted to the customer via the communications network includes a verbal message indicative of an option corresponding to the selected codes.
  • the user-selected options require the service provider to begin preparation a certain period in advance of providing the service. In such cases, the selected options are processed (step 66) as soon as the order is finalized.
  • the sequence 14 of providing the service is typically substantially as described above with reference to implementation 10.
  • a sign on the wall 70 or elsewhere indicates that the "smart line" may be accessed by dialing 558.
  • Dialing or sending a text message to 558 prompts sending of a menu 72 to mobile communications unit 102.
  • the menu may also appear as a sign allowing immediate ordering by the customer.
  • the customer then sends a reply text message 74 containing codes for the required items.
  • the syntax for ordering is preferably kept as simple as possible, but may include quantities of each item such as shown here.
  • other information may be required for identification or as security. In this case, a credit card number has been required to secure the order.
  • the order is sent as a text message to the smart line access number (screen 76).
  • Line control unit 110 then sends a confirmation message 78 to the mobile communications unit 102.
  • the confirmation message may include any desired information about the order, preferably including pricing information and scheduling information.
  • the confirmation also includes a "translation" of the order codes into words, thereby ensuring that any mistakes in the use of menu item codes are identified immediately.
  • additional messages such as bonus coupon 80 or other special offer or the like may also be forwarded to the customer.
  • line control unit 110 forwards details of at least some of the options 82 to the kitchen 84 of the fast food establishment for processing. In this case, details of options requiring advance preparation (burgers, nuggets etc.) are forwarded while ready-to-serve options (drinks etc.) are left for dispensing at the service counter.

Abstract

L'invention concerne un procédé de gestion d'une file d'attente afin de recevoir un service, consistant à tenir à jour une base de données de fichier d'enregistrement contenant chacune des informations d'identification et des informations de gestion de la file d'attente correspondante en rapport avec la programmation afin de fournir le service à un client. Une demande d'enregistrement dans une file d'attente est ensuite reçue pour un client supplémentaire. La demande est envoyée par une unité de communications mobile non dédiée via un réseau de communication sans fil, et associée aux informations d'identification correspondantes. Le client supplémentaire est enregistré dans la file d'attente par association aux informations d'identification correspondantes d'au moins un article des informations de gestion de la file d'attente correspondante en rapport avec la programmation afin de fournir le service au client supplémentaire, les informations d'identification correspondantes et les informations de gestion de la file d'attente correspondante étant représentées par un fichier d'enregistrement supplémentaire ajouté à la base de données. Un message de confirmation est ensuite transmis à l'unité de communications mobile non dédiée via le réseau de communication sans fil.
PCT/US2001/044184 2000-11-28 2001-11-26 Procede de gestion d'une file d'attente WO2002045438A2 (fr)

Priority Applications (2)

Application Number Priority Date Filing Date Title
AU2002226972A AU2002226972A1 (en) 2000-11-28 2001-11-26 Method for managing waiting line
EP01995924A EP1346583A2 (fr) 2000-11-28 2001-11-26 Procede de gestion d'une file d'attente

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US72269600A 2000-11-28 2000-11-28
US09/722,696 2000-11-28

Publications (2)

Publication Number Publication Date
WO2002045438A2 true WO2002045438A2 (fr) 2002-06-06
WO2002045438A3 WO2002045438A3 (fr) 2003-01-03

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Family Applications (1)

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EP1690222A2 (fr) * 2003-10-15 2006-08-16 Disney Enterprises, Inc. Regulation d'un flux de personnes dans des centres de concentration de foules utilisant un systeme de television
EP1690221A2 (fr) * 2003-10-15 2006-08-16 Disney Enterprises, Inc. Gestion de flux de personnes en relation avec des centres de concentration de foule via une commande sans fil
WO2007093700A1 (fr) * 2006-02-13 2007-08-23 Adelya S.A.S. Procede et dispositif d'organisation de flux de personnes
FR2908214A1 (fr) * 2006-10-19 2008-05-09 Adelya Soc Par Actions Simplif Procede et dispositif d'organisation de flux de personnes
WO2009073642A1 (fr) * 2007-12-07 2009-06-11 Modiv Media, Inc. Système pour gestion de file d'attente et de services
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CN104392533A (zh) * 2014-11-25 2015-03-04 南京奥拓电子科技有限公司 一种准确识别客户的方法及设备
CN109658580A (zh) * 2018-11-05 2019-04-19 广州医科大学附属第三医院 基于用户移动终端的医院排序叫号方法及系统

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EP1690221A2 (fr) * 2003-10-15 2006-08-16 Disney Enterprises, Inc. Gestion de flux de personnes en relation avec des centres de concentration de foule via une commande sans fil
EP1690220A4 (fr) * 2003-10-15 2007-06-20 Disney Entpr Inc Systeme de gestion de flux de personnes sur des lieux de concentration de foule par commande de priorites
EP1690222A4 (fr) * 2003-10-15 2007-06-20 Disney Entpr Inc Regulation d'un flux de personnes dans des centres de concentration de foules utilisant un systeme de television
EP1690221A4 (fr) * 2003-10-15 2007-06-20 Disney Entpr Inc Gestion de flux de personnes en relation avec des centres de concentration de foule via une commande sans fil
EP1690222A2 (fr) * 2003-10-15 2006-08-16 Disney Enterprises, Inc. Regulation d'un flux de personnes dans des centres de concentration de foules utilisant un systeme de television
EP1690220A1 (fr) * 2003-10-15 2006-08-16 Disney Enterprises, Inc. Systeme de gestion de flux de personnes sur des lieux de concentration de foule par commande de priorites
EP1769467B1 (fr) * 2004-06-17 2014-02-12 Monkwood Technologies Ltd. Systeme et procede de gestion de files d'attente
US7752146B2 (en) 2005-12-02 2010-07-06 Modiv Media, Inc. Service-queue-management and production-management system and method
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WO2007093700A1 (fr) * 2006-02-13 2007-08-23 Adelya S.A.S. Procede et dispositif d'organisation de flux de personnes
FR2908214A1 (fr) * 2006-10-19 2008-05-09 Adelya Soc Par Actions Simplif Procede et dispositif d'organisation de flux de personnes
WO2009073642A1 (fr) * 2007-12-07 2009-06-11 Modiv Media, Inc. Système pour gestion de file d'attente et de services
FR2927451A1 (fr) * 2008-02-08 2009-08-14 Micro Inf Logiciel Electroniqu Systeme de gestion et de suivi de prise en charge de personnes handicapees.
CN104392533A (zh) * 2014-11-25 2015-03-04 南京奥拓电子科技有限公司 一种准确识别客户的方法及设备
CN109658580A (zh) * 2018-11-05 2019-04-19 广州医科大学附属第三医院 基于用户移动终端的医院排序叫号方法及系统

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