WO2011084693A2

WO2011084693A2 - Interactive virtual presence

Info

Publication number: WO2011084693A2
Application number: PCT/US2010/061059
Authority: WO
Inventors: David Brooks; Pamela Mikesell; Jonathan Peter Tarratt
Original assignee: Opc-Tv Llc
Priority date: 2009-12-17
Filing date: 2010-12-17
Publication date: 2011-07-14
Also published as: WO2011084693A3

Abstract

Implementations of the present disclosure enable users to interact with remote agents by providing on demand interactive personalized assistance in large retail outlets, airports, train stations, and malls, where a user can see and talk to a person about assistance, products, information, and can be provided with hardcopy printouts. The features and implementations disclosed herein may reduce foot print cost and improve the marketing force efficiency, while maintaining face to face contact with prospects throughout the marketing process.

Description

INTERACTIVE VIRTUAL PRESENCE

TECHNICAL FIELD

[0001] The present disclosure relates to interactive virtual presence for remote communication.

SUMMARY

[0002] Interactive television (ITV) and Off-Premises Contact TV (OPC-TV) redefines how users can interact with remote agents by providing on demand interactive personalized assistance in large retail outlets, airports, train stations, and malls, where a user can see and talk to a person about assistance, products, information, and can be provided with hardcopy printouts. The features and implementations disclosed herein may reduce foot print cost and improve the marketing force efficiency, while maintaining face to face contact with prospects throughout the marketing process.

[0003] In one aspect, a processing device includes: a processing unit to decode and execute a set of computer instructions; and a storage device having stored thereon computer instructions which, when executed by the processing unit, cause the processing device to: register a network client device responsive to receiving a registration request from the network client device if registration information received from the network client device meets preconfigured parameters of the processing device; authenticate the network client device if registration is successful and if authentication information received from the network client device satisfies authentication requirements of the processing device; and provide an encrypted token to the network client device if authentication is successful, the token indicating access permission or privileges corresponding to the network client device with respect to other network client devices.

[0004] In another aspect, a network client device includes: an execution unit to decode and execute a set of computer instructions; and a storage device having stored thereon computer instructions which, when executed by the execution unit, cause the network client device to: request registration from a processing device by providing registration information to the processing device; provide authentication information to the processing device after successfully registering with the processing device; and store an encrypted token received from the processing device if authentication is successful, the token indicating access permission or privileges corresponding to the network client device with respect to other network client devices. [0005] In another aspect, a network reproduction device includes: a logic device to decode and execute a set of computer instructions; a storage device configured to store an image or video received from a network client device, the storage device having stored thereon computer instructions which, when executed by the logic device, cause network reproduction device to: store the image or video received from the network client device; read the image or video stored on the storage device; and/or transfer the image or video read from the storage device, or a portion thereof, to a second network client device.

[0006] In another aspect, an interactive service system includes: a first interactive device; a second interactive device; an agent workstation operatively coupled to the first and second interactive devices and operable to display information received from the first and second interactive devices to enable simultaneous monitoring of the first and second interactive devices by a user of the agent workstation.

[0007] In another aspect, an interactive system includes a first interactive device; a first agent workstation; and a second agent workstation; and a system controller operatively coupled to the first interactive device and the first and second agent workstations, the system controller configured to operatively couple the first interactive device to the first agent workstation during a first time period and to operatively couple the first interactive device to the second agent workstation during a second time period, different from the first time period; wherein the first and second agent workstations are configured to remotely control interactive sessions on the first interactive device during respective time periods.

[0008] It is appreciated that apparatus, systems and methods in accordance with the present disclosure can include any combination of the aspects and features described herein. That is to say that apparatus, systems and methods in accordance with the present disclosure are not limited to the combinations of aspects and features specifically described herein, but also include any combination of the aspects and features provided.

[0009] The details of one or more implementations of the present disclosure are set forth in the accompanying drawings and the description below. Other features and advantages of the present disclosure will be apparent from the description and drawings, and from the according to any one of claims.

DESCRIPTION OF DRAWINGS

[0010] FIG. 1 illustrates an exemplar interactive system architecture. [0011] FIG. 2 illustrates further aspects of the interactive system architecture of FIG. 1.

[0012] FIG. 3 is a functional block diagram illustrating data flow in an exemplar system architecture.

[0013] FIG. 4 is a flowchart illustrating exemplar steps that can be executed in accordance with implementations of the present disclosure.

[0014] FIG. 5 is a schematic illustration of exemplar computer systems that can be used to execute implementations of the present disclosure.

[0015] Like reference symbols in the various drawings indicate like elements.

DETAILED DESCRIPTION

[0016] The present disclosure is generally directed to interactive communication between a remote user and an agent. Exemplar scenarios for interactive communication can include, but are not limited to, customer service, marketing and/or emergency. For example, timeshare property marketing, credit card sign ups, and mobile phone sales, often requires placing marketing agents at off-premises locations to promote the properties, products, and/or services. As another example, a person may require emergency services and look to contact a remotely located emergency response agent. The features and implementations described herein may provide a cost effective alternative by leveraging the off-premises agents' availability and enabling agents to maintain a virtual presence at multiple locations through the use of high-speed devices including, but not limited to, interactive televisions and/or Internet kiosks with two-way audio and visual capabilities. In addition to occupying a smaller foot print than an on-site agent, such use may also eliminate travel time to the serviced locations, allow potential buyers to be handed off for servicing by other agents, enable close monitoring of marketing or emergency activities, and facilitate cost effective prospecting and response at non-traditional locations.

[0017] Referring now to FIG. 1, an exemplar interactive system 100 is illustrated. The system 100 includes user locations 102, and agent locations 104, 106. Each user location 102 can include one or more interactive devices 108, and each agent location 104, 106 can include one or more agent workstations 110, 112. In the case of the agent location 104, the agent workstations 110 are collocated as a centralized command center and are each in communication with the decentralized interactive devices 108 by a network 114. In the case of agent location 106, the agent workstation 112 is decentralized and is in communication with the interactive devices 108 by the network 114. In some implementations, network 114 may be a public network (e.g., Internet), a private intranet, or a combination thereof. Each of the agent workstations 104 and the interactive devices 108 are configured to communicate using a standard network protocol, e.g., TCP/IP. Preferably, each includes a native TCP/IP network stack implemented in accordance with the Open System Interconnect (OSI) model.

[0018] In some implementations, the agent workstations 110, 112 and the interactive devices 108 are secured with a firewall and anti-malware to guard against public network threats (e.g., eavesdropping, data tampering, data hijacking, viruses, etc). Preferably, firewall configurations are stored centrally for remote restore, e.g., by an administrator.

[0019] In general, the system 100 includes an agent side 100a and a user side 100b connected for communication over the network 114. The agent side 100a includes one or more agent workstations 110, 112 to enable agents (e.g., marketing agents, or emergency response agents) to communicate with one or more users on the user side 100b. The user side 100b includes one or more interactive devices 108 that enable a corresponding one or more users to communicate with the agents on agent side 100a. As discussed in further detail below, the interactive devices 108 can include, but are not limited to, interactive kiosks and interactive televisions. The user locations 102 can include, but are not limited to, hotel rooms, residences (e.g., house, apartment, condominium), commercial properties (e.g., a store, mall, time-share location), and/or public forums (e.g., airport, train station, park, museum, library).

[0020] Referring now to FIG. 2, the system 100 is illustrated in further detail. In the exemplar illustration of FIG. 2, the interactive devices 108 on the user side 100b are illustrated as interactive kiosks. The interactive devices 108 may be located at one or more locations 102 as described above. The agent side 100a can further include one or more central registration servers 120 and one or more network video recorder servers 122.

Each central registration server 120 and network video recorder server 122 can communicate with the agent workstations 110, 112 and the interactive devices 108 over the network 114. The central registration server 120 provides registration, authentication, access control, accounting, and auditing (RAAAA) services to system 100. The network video recorder server 122 maintains the configuration and user access control information for the kiosk cameras and in some implementations, it records the video input from the kiosk camera for later analysis. In large installation sites, the network video server 122 can offer video reflection services to reduce the network bandwidth requirement on the user side 100b when a camera is being accessed by multiple agent workstations 110, 112. In some implementations, the central registration server 120 and network video recorder server 122 can be directly connected to and/or can be integrated with an agent workstation 110, 112.

[0021] As illustrated in FIG. 2, each of the agent workstations 110, 112 can include a processing unit 130, a display screen 132, one or more input devices 134 (e.g., a mouse and/or a keyboard) and a video camera 136. The processing unit 130 can include one or more processors and computer-readable storage medium (e.g., hard disk drive, random access memory, volatile memory, non-volatile memory).

[0022] Referring again to FIG. 1, each interactive device 108 is configured to accept user input via a touch sensitive display screen 140. In some implementations, each interactive device 108 includes push buttons/keys 142 next to the display screen for selection by the user. Each interactive device 108 can further include an audio input device 144 (e.g., microphone), an audio output device 146 (e.g., speaker), and a video input device 148 (e.g., video or still camera). Software executed on the interactive device can be stored on a local storage unit and can be executed by a processor. The processor can be operatively coupled to a communication device (e.g., modem, Ethernet card, wireless transceiver, etc.) to communicate with agent workstations 110, 112 and system servers 120, 122 in the system 100. In some implementations, additional user input devices can be provided including, but not limited to, a keyboard, a mouse, and/or a touch-pad.

[0023] To ensure ease of use, interactive device 108 is configured to limit the actions required for its use. In some implementations, remote operators can assist the user directly by filling in forms displayed on the interactive device 108, for example, and/or by remotely interacting with the interactive device 108. Some implementations include a second display screen to enable unobstructed viewing of the agent and the information displayed on touch screen 140.

[0024] Each interactive device 108 can be further configured to enter sleep mode during prolonged periods of inactivity to reduce energy consumption. In some implementations, interactive device 108 is configured to enter sleep mode upon receiving a sleep command from command center 104 and to "wake up" or activate upon receiving a wake command from the command center 104, and/or upon receiving user input or sensing activity near the interactive device 108. In some implementations, the interactive device 108 can be configured to wake up upon receiving audible user input. The audible user input that initiate a wake up can be limited to a specific audible user input, or a set of audible user inputs. For example, if a user issues the audible command "Help!," "Concierge" and/or a greeting "Hello," the interactive device 108 wakes up, and connects to an active agent workstation 110, 112 to put the user in direct communication with an agent. In this manner, a hotel guest needing emergency assistance, for example, can be directly connected to an emergency response agent.

[0025] In some implementations, interactive device 108 is configured to receive pan, tilt, and/or zoom commands from an agent workstation (e.g., FIG. 1, agent workstations 110, 112). These commands can be transmitted to the interactive device 108 and can be executed by the processor of interactive device 108 in combination with video input device 148 enabling an agent to remotely control the video information transmitted from interactive device 108 to the agent workstation 1 10. In some implementations, video input device 148 includes a low power high lumens light source to illuminate a user and/or environment. In some implementations, the video image captured by video input device 218 is 320x480 pixels at a progressive frame rate of 25 frames per second. In some implementations, other interlaced or progressive frame rates may be used, including, for example, 24, 29.97, 30, 50, 60, 72, etc.

[0026] In some implementations, an agent's use of the video input device 148 of an interactive device 108 may be limited. In the exemplar case of a hotel room and/or private residence, the agent may be inhibited from remotely activating the interactive device 108 and/or the video input device 148 without approval of or request of a user. For example, if the user issues an audible command such as "Help!" the interactive device 108 may wake up and the video input device 148 activated to transmit video data to the agent workstation 110. In this manner, the agent attending the agent workstation 1 10 may have both audio and visual information to assess an emergency situation, for example. Accordingly, and in some implementations, the activation of the audio input device 146 and/or video input device 148 may be limited to user input, and can be tied to a specific user-issued audible command (e.g., either a single, predefined command (e.g., "Help!"), or a set of predefined commands (e.g., "Help!," "Hello," or "Concierge").

[0027] In some implementations, a particular command can activate the audio input device 146 and/or video input device 148, and concurrently activate recording capabilities. In such implementations, audio and/or video data generated by the respective audio input device 146 and/or video input device 148 can be recorded in computer-readable memory for subsequent playback and/or analysis (e.g., facial and/or voice recognition analysis). For example, a user may cry "Help!" in the event an intruder has entered a room. In response to the particular command, the interactive device 108 is activated, and the audio input device 146 and/or video input device 148 begin monitoring the environment and generating corresponding audio and/or video data. In this manner, the identity of the intruder and/or what occurred during the intrusion can be subsequently determined based on the stored audio and/or video data. The computer-readable memory can include local memory of the interactive device 108, memory of an agent workstation 1 10, 1 12 and/or server memory (e.g., recorder server 122). Accordingly, the audio and/or video data can be transmitted over the network 114 for storage on a remote computer- readable storage medium. Remote storage of the audio and/or video data inhibits local tampering with the stored data.

[0028] In some implementations, the agent may be pre-authorized to remotely activate the interactive device 108 and/or the video input device 148 with prior approval of a user. For example, upon checking into a hotel, a guest can be informed of the presence and capabilities of the interactive device 108 in the guest's assigned room. At this time, or subsequently thereafter, the guest can pre-authorize remote activation of the interactive device 108. Consequently, an identification corresponding to the particular interactive device 108 can be noted in the central registry, for example, as having been pre-authorized for remote activation by an agent. It is also contemplated that the user can subsequently de-authorize remote activation.

[0029] In other implementations, the agent can freely activate the interactive device 108 from the agent workstation 110. In the exemplar scenario of the interactive device 108 including a kiosk in a public forum (e.g., a shopping mall), the agent can activate the audio input device 144, the audio output device 146, and/or the video input device 148 to attract the attention of a passerby. In this manner, a single marketing agent, for example, can interactively market to a plurality of distributed kiosks. In some implementations, voice activation is provided to enable a prospect to request help with a voice command as an alternative to activating touch screen 140 or push buttons 142.

[0030] Each interactive device 108 is preferably anchored to a secure surface to reduce the likelihood of theft. In some implementations, touch screen 140 and push buttons 142 are disabled when the interactive device 108 is offline or when a system error or fault condition prevents the resident software from operating properly.

[0031] The software executed by the processor of the interactive device 108 can include a startup sequence of instructions inducing the interactive device 108 to initiate a TCP/IP connection with a designated marketing office (e.g., command center 104 in FIG. 1). In some implementations, the interactive device 108 establishes communications with a central registration server 120 (see FIG. 2). The startup sequence is preferably executed after every power cycle or system reset (e.g., due to a power failure, system fault, or remotely initiated reset). Some implementations include an uninterrupted power supply with remote power control and/or an A/C power surge protector to provide power to the interactive device 108. In some implementations, the software includes a remote access application configured to allow GUI and/or text-based terminal access by a remote system administrator to diagnose and repair the system without having to travel to the site.

[0032] As described above, the central registration server 120 provides registration, authentication, access control, accountability, and auditing services to system 100.

Interactive devices 108 register with a pre-configured central registration server 120 by first informing the registration server of its unique ID, time zone, location, and/or local time. The registration server 120 verifies whether the requesting interactive device 108 is part of its realm of responsibility for that time period. Registration transactions are preferably logged for accounting and auditing purposes. Upon successfully registering with central registration server 120, the interactive device 108 can load an application for use by users, prospects and/or marketing agents. The application can be already resident in computer-readable storage, or can be downloaded to the interactive device 108.

[0033] In some implementations, the application enables a user and agent to interactively communicate with each other. In the case of a commercial scenario, for example, the application enables an agent to demonstrate and present marketing materials to the user (e.g., a video of a time-share property or other real estate, or a live or video demonstration of a product). A user pointing device (e.g., touch screen 140 or other input device, such as a scroll ball, mouse, stylus, etc.) can be remotely disabled by the agent to reduce interruptions. More specifically, the agent can input a command to the agent workstation 1 10, which command is transmitted to the interactive device 108 to disable one or more user input devices. In such implementations, the agent can obtain exclusive control over interactive device 108 during the presentation to prevent interruptions.

[0034] In some implementations, the application consists of or includes presentation material (e.g., marketing, product, or property information, advertisements, etc.). The presentation material can be stored in local, computer-readable storage medium of the interactive device 108. In this manner, the data for any video-based or other

demonstrations can be locally sourced at the interactive device 108, avoiding the need to stream data from a remote storage device (e.g., from the agent workstation 1 10). In some implementations, the data for any video-based or other demonstrations can be remotely sourced, and can be streamed to the interactive device 108. In some implementations, a portion of the data can be locally sourced at the interactive device 108, and a portion of the data can be remotely sourced and streamed to the interactive device 108.

[0035] In some implementations, the registration process between the interactive device 108 and the registration server 120 provides an indication that the interactive device 108 is online and operational. After successfully registering with the registration server 120, the interactive device loads and displays/loops the presentation material for a predetermined period of time (e.g., minutes, hours, days, etc.).

[0036] In some advertisement time sharing implementations (e.g., as described in more detail below), the registration server 120 may also authenticate the interactive device 108 to ensure the interactive device is authorized/equipped to load the advertisement prior to allowing access to the advertisement material. The access control information provided by the registration server 120 may also include specified time periods to air the advertisement. The interactive device 108 reports successful completions or failures to the registration server 120 for accounting purposes, for example. The registration server 120 stores accounting reports for each of the associated interactive devices 108 including location information, time of airing, and/or the duration of the presentation, for example, for billing purposes. Additional information, such as records confirming an advertisement was aired (i.e., computer runtime record, application log, etc.), may also be stored on the registration server 120 for auditing purposes. In this way, advertisements and/or promotional material may be distributed to public kiosks and/or private areas, including, for example, hotel rooms and/or private residences. Further, some implementations may combine the promotional use of interactive devices 108 with the interactive services described herein to augment or improve the service and/or maximize a return on investment.

[0037] In commercial scenarios, for example, and to attract attention during idle periods, the interactive device 108 can be configured to run a multimedia banner promotional loop. The underlying data for the multimedia banner promotional loop can be already resident in the interactive device 108, can be downloaded to the interactive device 108, or can be streamed to the interactive device 108. The audio and video is verified remotely by the marketing agent or the system administrator to ensure proper operation and to adjust audio levels as desired. In some implementations, the software executed on the interactive device 108 also includes a diagnostic application to enable the system administrator to verify the health of the system without interfering with other applications and/or promotional loop. Upon detecting user activity (e.g., touch screen activation, motion detection using video input device 148, voice commands, etc.), the application executing on the interactive device 108 interrupts the promotional loop and initiates an interactive session between the agent and a user.

[0038] In some implementations, the interactive device 108 may be time shared between multiple entities (e.g., a company selling a consumer product, and a company selling real estate) and/or multiple agents (e.g., different timeshare properties, entertainment venues, and/or retail centers). More specifically, a centralized system can monitor the use of each interactive device 108 based on predefined and/or pre-sold time slots, and can assign a new workload to the interactive device 108 (e.g., inhibit a particular agent workstation 1 10 or set of agent workstations from interfacing with a particular interactive device 108, and enable another agent workstation 110 or set of agent workstations 1 10 to interface with the interactive device 108, and/or switch to a different promotional loop on the interactive device 108).

[0039] For example, a first entity can be registered to use a particular interactive device 108, or particular group of interactive devices 108, during a first time period. A second entity can be registered to use the same interactive device 108, or the same group of interactive devices 108, during a second time period. During the first time period, one or more agents associated with the first entity are able to access and use the particular interactive device 108, or the particular group of interactive devices 108, and agents associated with second entity are prohibited from accessing the particular interactive device 108, or the particular group of interactive devices 108. Upon expiration of the first time period, agents associated with the first entity are prohibited from accessing the particular interactive device 108, or the particular group of interactive devices 108.

[0040] During the second time period, one or more agents associated with the second entity are able to access and use the particular interactive device 108, or the particular group of interactive devices 108, and agents associated with the first entity are prohibited from accessing the particular interactive device 108, or the particular group of interactive devices 108. Upon expiration of the second time period, agents associated with the second entity are prohibited from accessing the particular interactive device 108, or the particular group of interactive devices 108. [0041] After the interactive device 108 is successfully authenticated with the registration server 120, the interactive device 108 receives an encrypted remote access control token. The token denotes which agents can gain access with a start time and date, and an end time and date. When agent workstations 130 of a particular group are successfully authenticated with the central registration server 120, they receive encrypted access control tokens specifying the interactive devices 108 they can access. The agent workstations 130 must present the access control token to the interactive device 108 for access during the designated time period.

[0042] In some implementations, services provided on the agent side 100a can be subscribed to for users on the user side 100b. For example, one or more interactive devices 108 can be registered for connection with one or more agent locations 104, 106 and corresponding agent workstations 110, 112, as described herein. The connection and availability of the agent's services can be established for a predetermined period of time based on consideration. By way of non-limiting examples, the connection and services can be provided on a month-by-month basis based on a monthly fee, or a yearly basis based on a yearly or monthly fee. In short, the agent's services can be subscribed to on a periodic basis based on a fee arrangement. In this manner, a hotel or other commercial enterprise can subscribe to off-site concierge and/or security services provided by one or more agent locations 104, 106, which services can be accessed by a guest via the interactive devices 108. For example, a hotel guest can cry "Help!" in the event an intruder has entered a room. The subscription can be monitored by the central registration server 120 based on the registration and token protocols discussed herein.

[0043] With particular reference to FIG. 2, upon start up (e.g., after a reset, initial power up, or exiting from sleep mode), an agent workstation 1 10, 1 12 requests a valid identification and password pair from the attending agent to gain interactive access to a set of interactive devices 108. In some implementations, interactive devices 108 are assigned to one of a plurality of agent workstations 1 10, 1 12 based on the identification of the attending agent. Video received from each of the video input devices 148 on interactive devices 108 can be displayed in corresponding display windows on the primary screen 132 without audio.

[0044] In some implementations, each agent workstation 1 10, 1 12 includes local diagnostic routines to verify proper operation of all its hardware and software

components. The processing unit 130 can execute the diagnostic routines in response to an input issued by the agent or a remote administrator. [0045] The application executed on the agent workstation 1 10, 1 12 enables the marketing agent to manage the applications executing on the interactive devices 108 via remote control. For example, by making the appropriate selections using the workstation application, the agent is able to run different software applications on the interactive device 108 and/or place the interactive device 108 in one of a solicitation mode or a passive mode. The workstation application also provides control of the peripherals and programs on the kiosks (e.g., promotional loops, data entry, audio control, video pan/tilt/zoom, etc.). Display screen 132 may present the video input from all the authorized interactive devices 108, concurrently or one at a time, in a round robin fashion using a configurable time interval. Clicking on any one of the video windows displayed on primary screen 132 causes the content (e.g., audio and/or video) generated by the respective interactive device 108 to be displayed prominently on display screen 132 and to be output via an audio device (e.g., speakers) at the agent workstation 1 10, 112.

[0046] Accordingly, each agent workstation 110, 112 enables the attending agent to see a user, or prospect via display screen 132 and hear the prospect via an audio device and speakers, while viewing via display screen 132 the information displayed on the screen 140 of one or more interactive devices 108. In addition, each agent workstation 1 10, 1 12 communicates audio captured by a workstation microphone and video received from video input device 136 to the selected interactive device 108, enabling the user, or prospect to see and hear the attending agent (i.e., full duplex audio/video

communication).

[0047] An agent and user communication, or session, can occur in a plurality of modes. In an interactive mode, the agent workstation 1 10, 1 12 obtains direct control of the resources of the interactive device 108 (e.g., voice command software, audio/video input, screen and printer and/or external lights, if equipped). In some implementations, the workstation application is configured to determine the status of the target interactive device 108 prior to acquiring remote control (e.g., via remote diagnostics). While in the interactive mode, or upon request if in a passive mode, the agent workstation 1 10, 1 12 enables the attending agent to help the user of the interactive device 108 to fill out forms, or otherwise interact with the application executing on the interactive device 108. Upon receiving a request from the user, the agent workstation 110, 1 12 may issue a command to start, stop, and/or pause a video presentation or slide show and/or to select different marketing material for display. [0048] Each agent workstation 110, 112 is further operable to issue commands to print a voucher or document at an interactive device 108. In this manner, the attending agent can remotely provide hard copies of documents to the user. By way of one non- limiting example, the interactive device 108 can be provided as a concierge-like kiosk for making reservations and/or booking activities. After the user selects a particular activity, for example, the attending agent, acting as a concierge, can issue a command to print a voucher for the activity at the interactive device 108. Additional take away information can also be printed in some implementations.

[0049] In the passive mode, the agent workstation 110, 1 12 enables an attending agent to monitor audio and video information received from the interactive device 108 when a user initiates contact by pressing or clicking a "talk to an agent" selection. In some implementations, the agent may communicate with the user using audio only or both audio and video.

[0050] In a solicitation mode, the agent workstation 110, 1 12 enables an attending agent to present themselves prior to the user activating the interactive device 108, or initiating an interactive session with an agent. For example, the agent can casually monitor potential users as they pass by the interactive device 108 (e.g., a kiosk in a shopping mall). The solicitation mode further enables an agent to remotely solicit prospects passing within a pre-determined range of the interactive device 108 (e.g., 20 feet) by using the audio/visual peripherals on the interactive device 108. The agent workstation 1 10, 112 is operable to issue pan/tilt/zoom commands to the interactive device 108 video input device 148 to survey the environment around the interactive device 108 in real time. Upon closing a session, remote control can be relinquished automatically.

[0051] In some implementations, an agent at a single agent workstation 110, 112 can concurrently interact with a plurality of interactive devices 108 in different modes. For example, an agent can interact with an interactive device 108 in the interactive mode, the agent can interact with another interactive device 108 in the passive mode, and the agent can interact with still another interactive device 108 in the solicitation mode.

Furthermore, an agent, or an administrator can be provided with a status display of all of the interactive devices 108. The status display can provide a summary of which agents are interacting with which interactive devices 108, and in which modes.

[0052] At the end of the session or specified period, the agent logs off the application executed on the agent workstation 1 10, 1 12. In some implementations, logging in and out enables and disables a "Talk to an agent" input, for example, on the associated kiosks. For example, once an agent logs off of an agent workstation 1 10, 1 12 that is assigned to a particular interactive device 108, a command is transmitted to the interactive device 108. In response to receiving the command, the interactive device 108 disables one or more pre-specified input peripherals. In this manner, a user is prohibited from attempting initiate communication with an agent when an agent is not in attendance at the agent workstation 1 10, 1 12. In some implementations, the agent may be automatically logged out of the agent workstation 110, 112 upon exceeding a set period of time of inactivity, requiring the agent login again.

[0053] In some implementations, once an agent logs off of a particular agent workstation 1 10, 1 12, one or more interactive devices 108 assigned to the particular agent workstation 1 10, 1 12 can be directly reassigned to one or more other, active agent workstations 1 10, 1 12, or can be placed in a reassignment queue to be taken over by one or more other, active agent workstations 110, 112. In this manner, an interactive device 108 is not left unattended. For example, an interactive device 108 of a hotel or private residence will always have an agent available to attend to any needs, emergency or otherwise of a corresponding user. For example, in the case where a user cries "Help!," the user's cry will be immediately attended to by an agent through an agent workstation 1 10, 1 12.

[0054] In order to assist, manage, and monitor the agents activities, some

implementations of interactive system 100 include a manager application. The manager application may be accessible via remote login, a corresponding login account on an agent workstation 1 10, 1 12, and/or via a login account on a central server 120 in interactive system 100. The manager application enables an administrator to manage interactive device assignments for each agent or group of agents, as well as engagement offerings. The manager application monitors performance metrics for agents as a group and individually and is operable to create, view and print agent performance reports. The manager application includes configurable settings to setup handling procedures for each agent. For example, if a marketing agent is occupied with a prospect when a second prospect selects to speak with an agent from an interactive device 108 (e.g., kiosk in this case) assigned to the same marketing agent, the handling procedure configured for the agent determines whether the request is passed to a general pool, placed in a queue for the assigned agent, or passed to a backup marketing agent for handling. [0055] In some implementations, the manager application is further operable to remotely connect to an agent workstation 1 10, 1 12 to assist or observe the agent. In some implementations, the agent may terminate the connection by selecting the appropriate option from the agent workstation 110, 1 12.

[0056] To facilitate setup and maintenance of the various applications and user accounts, an administrator application and corresponding administrator account is included in interactive marketing system 100. The administrator application is operable to initiate diagnostic routines remotely on interactive devices 108, agent workstations 1 10, 1 12, and central servers 120, 122 in system 100. In this manner, if an interactive device 108 fails to report in or register with the central server 120, the administrator can assess the health of the interactive device 108 and dispatch help.

[0057] The central registration server application authenticates interactive devices 108, agent workstations 1 10, 1 12, and servers 120, 122 in the system 100. When an interactive device 108 comes online, the central registration server application verifies the interactive device identity and authenticates the interactive device prior to assigning a work load. The work load may depend on the time and/or location of the interactive device 108. In some implementations, a database stores the agent workstation/device assignments and the corresponding time slots allocated for the assignment. The database also stores information identifying the promotional material and handling policies associated with the work load, marketing group, and/or agents. In some implementations, the central registration server application facilitates chat sessions between marketing agents and/or their managers.

[0058] With particular reference to FIG. 3, an exemplar communication between components of system 100 will be described. In some implementations, the network video recorder server 122 can connect the video input device 148 of the interactive device

108 and a network camera monitor of the agent workstation 110, 112 to establish session.

Video data generated by the video input device 148 of the interactive device 108 are transmitted to the network video recorder server 122 through the network 114. The network video recorder server 122 can record the video data in computer-readable storage medium, and transmit the data or a copy of the data to the network camera monitor of the agent workstation 110, 112. The network camera monitor of the agent workstation 110,

112 can issue network camera control signals (e.g., pan, tilt, zoom) to the video input device 148 of the interactive device 108. In this manner, for example, an agent can control the video input device 148 to hunt for prospects (e.g., in the case of a kiosk in a commercial location), while in the solicitation mode. If, for example, an agent views a prospect in range of or passing by the interactive device 108, the agent can initiate a telepresence service to activate the interactive device 108 and engage the prospect. Once the agent workstation 130 is successfully authenticated, it receives the proper access control token from the registration server 120 to establish remote access to corresponding interactive devices 108.

[0059] With particular reference to FIG. 4, a flowchart illustrates exemplar steps that can be executed in accordance with the implementations of the present disclosure. In step 400, it is determined whether an agent is busy assisting a prospect with a particular interactive device 108 when another request is received (e.g., "Help!"). If the agent is not busy, the agent accepts the request by initiating a tele-presence session in step 402, and takes control of the interactive device 108 in step 404 to qualify a prospect in step 406.

[0060] If busy, the agent is provided with the option to terminate the existing telepresence session in step 410. Before doing so, the agent can use the remote sensing camera 148, for example, to determine the validity of the new request. If the agent decides to accept the new request, the existing session is terminated and the process flow returns to decision 400 to initiate a new tele-presence session in step 402 with the new prospect. If the agent decides not to terminate the current session, a backup agent is alerted via a messaging system, for example, on the registration server 120. Once the availability of the backup agent is confirmed, the request is transferred to the backup agent. The backup agent can then initiate a tele-presence session in step 414 in response to the new request and take control of the interactive device in step 416 to qualify the new prospect in step 406.

[0061] In step 402, a tele-presence session is established between the agent at an agent workstation 1 10, 1 12 and the particular interactive device 108. In step 404, the agent controls the peripherals of the interactive device 108 by inputting commands to the agent workstation 1 10, 1 12. In step 406, it is determined whether the agent would like to engage a prospect, or user, that has been identified by the agent, or that has requested a session via the interactive device 108. If there is no current prospect to engage, the steps loop back to step 400. If there is a current prospect to engage, the agent engages the prospect in step 418. For example, the agent can attract the prospects attention by issuing audible or visual alerts from the interactive device 108.

[0062] Prior to step 400, it can be determined whether a user has activated the interactive device 108. For example, a user can issue an audible command (e.g., "Help!" or "Hello") or press contact agent on the touch screen to activate the interactive device 108 in passive mode. A popup window will alert the primary agent on his screen with the source of the request. The remote camera 148 at the requesting interactive device 108 functions independent from a tele-presence session and is, thus, accessible to the agent to view the kiosk before initiating a tele-presence session 402. In step 412, other agents are optionally alerted to the session established between the agent and the user (illustrated by a dashed line). In this manner, other agents can be placed on stand-by to assist or takeover for the attending agent.

[0063] Exemplar steps that can be executed to initialize an interactive device 108 will be described in detail. When an interactive device 108 comes online, or is otherwise activated on the user side 100b, the interactive device 108 attempts to register itself with a central registration server 120, to announce its availability and its functional status. A registration application verifies whether the interactive device 108 is one of its members and requests the interactive device 108 to authenticate. Upon successful registration, the interactive device 108 will be challenged by the registration server 120 with a two layer authentication process. In this process, a unique ID associated with the interactive device 108 and a pre-shared key are encrypted and sent to the registration server 120. If the authentication is successful, the registration server 120 instructs the interactive device 108 to run a banner video, for example, until an agent is assigned and logs in.

[0064] If the authentication is not successful, the interactive device 108 is declined a connection. If a time-out condition occurs, the interactive device 108 attempts to register or authenticate with another available registration server 120, and notifies the

administrator that the time-out occurred. If the interactive device 108 fails to

authenticate, the registration application notifies the administrator. The interactive device 108 also notifies the administrator if it failed a challenge. The administrator has access to both the interactive device 108 and registration server 120 side of the expectations to diagnose and remotely fix any problems. During this process, the interactive device 108 can run a defaulted video loop (e.g., an advertisement). If a interactive device 108 does not register within a pre-determined time period, the registration server 120 can mark the particular interactive device 108 as not registered, and can email the manager and administrator. If an agent is logged in before the particular interactive device 108 is available, the registration server 120 informs the agent application executing on the agent workstation 110, 112 of the status of all of its assigned interactive devices 108. [0065] Once a interactive device 108 is authenticated, the registration server 120 maintains the connection, and determines whether the pre-assigned agent has logged in. Once an agent has logged on and is authenticated with the registration server 120, the registration server 120 connects the agent workstation 110, 112 to the pre-assigned interactive devices 108. The agent-side applications display the video inputs from the interactive devices 108, enables the "Talk to an Agent" button, and unlocks the voice activation module on the interactive devices 108. The agent can assume full remote control of one or more interactive devices 108.

[0066] In the following paragraphs, a particular, exemplar implementation of the interactive devices 108 including kiosks implemented for commercial and/or

informational purposes in a public forum or business will be described. The kiosks can operate in a self help, or an interactive mode. In the self help mode, a user views a banner video, asks for help or clicks to sign up at a web site. If each of the user's actions is approved, the user may receive a voucher as confirmation. For example, the user can book an activity using the kiosk and receive voucher for the booked activity.

[0067] During the interactive mode, the agent can control the pan, tilt and zoom of the camera to engage prospects. The agent can be displayed in full-screen on the kiosk to simulate a one on one personal conversation. The agent can offer a promotional video to facilitate dialog. During a sign up activity, for example, the agent can actively assist the prospect in filling out the required forms for an activity the prospect is interested in participating in, and can make other offers to the prospect. At this time, the agent video can be reduced to a fraction of the display screen to enable concurrent display of other information.

[0068] To switch from the self help mode to the interactive mode, a user can click a "Talk to an Agent" button, or other input device. In response to the user's input, a message is sent to the agent application, causing a video feed panel to flash. At this time, the agent has the option of bringing the kiosk to the interactive mode, or sending an "Agent Busy" signal.

[0069] Each agent will have one or more of kiosk video feeds streamed to the corresponding agent workstation. Each kiosk video stream can be provided as a fraction of the display. In this manner, the agent can concurrently view multiple kiosk video streams. The audio stream corresponding to each video stream can be muted to reduce chatter. When a video feed pane is selected (e.g., clicked by the agent), the kiosk enters the interactive mode. The kiosk panel can be enlarged to full screen, and the audio from the particular kiosk can be output to the agent. The video feed for the particular kiosk can remain a fraction of the display to enable concurrent viewing of the streaming video data and electronic forms that the user may be seeing and/or interacting with on the user side. The agent can have shared control of the kiosk touch screen in data entry and cursor control.

[0070] Going from the interactive mode to the passive mode, the agent can shrink the primary window back to a polling mode (i.e., all video streams are displayed), and the kiosk enters the passive mode. The kiosk application can run the pre-configured video banner, and can enable the voice activation module, the touch screen and the "Talk to an Agent" button.

[0071] In the event that an agent needs help, a real time client-server chat application can be executed, enabling the agents to talk to each other and/or the manager. The chat messaging facility helps to manage the agents and the kiosks, approve requests, and provide backup. In the case of abuse, the managerial application, discussed in further detail below, can signal the registration server 120 or the administrator to shutdown the kiosk. The kiosk later can be remotely restarted.

[0072] In the event that a particular agent is busy when receiving a session request from a kiosk, the agent can place the request into a queue. Other agents, or a pre-assigned backup agent can monitor the request queue and/or be made aware of the new request via a flashing icon, and/or other indicator. Hovering over, or clicking on the icon can open a window with all the names of the help needed kiosks listed. By clicking on a particular kiosk name, or identifier, the kiosk can be brought into full screen, interactive mode. When the engagement is completed, the backup agent can send the kiosk back to the central registration server 120, thereby returning it to the assigned agent.

[0073] The managerial application has two primary modes of operations: a business operation mode and a performance review mode. In the business operation mode, the managerial application enables a manager to assign particular kiosks to each agent, or group of agents. The managerial application monitors the system resources and assignment status. The managerial application can also configure the "Agent Busy" handling policy (e.g., the help request can either go into a default pool for everyone to pick up, or go to a specifically assigned backup for each agent). If, for example, a particular agent is overwhelmed by unsolicited requests, the managerial application can temporarily or permanently reassign kiosks among the agents, or put the kiosks into the self help mode. In the case of reassignment, the originally assigned agent may be required to close the kiosk window displayed at the agent workstation, thereby enabling the agent application to signal the registration server, which will check the assignment record and signal the new owner agent application. The manager or a trainer, for example, can request to sit online with an agent during engagements. In the performance review mode, the managerial application queries the engagement records of each kiosk and agent to determine the effectiveness of the resources.

[0074] The administrator application provides a supportive role in assuring all system resources are operational. Its primary source of information can be a central database, or repository. The administrator application's scope of responsibility includes the kiosks, agents and managerial workstations, registration and database servers, network infrastructure and security. The administrator application manages the kiosks via the central registration application, manages all user accounts, configures all kiosks, stocks kiosk videos and maintains the work load profile for each kiosk. The administrator application also provides first level hardware support for all kiosks. After log in, the attending administrator can be greeted with the status summary of the kiosks, agents and managers as the main screen. By clicking a particular resource, more detail can be provided. On the main screen, the administrator application enables the attending administrator to configure the resources (e.g., users account management and kiosks workload assignments).

[0075] The administrator application is the primary care taker of the kiosks. Because the kiosks place in un-secured areas (e.g., public forums), they are not considered part of the internal network. During daily operations, the administrator application controls the kiosks via the central registration server 120. The kiosk owner determines how the particular kiosk should be used. The administrator application implements such decisions by maintaining kiosk work assignment tables, which can be based on Greenwich Mean Time (GMT), and/or the local time and date. At a predetermined interval (e.g., every hour), the registration application can check the tables. If there is a change, the registration application can signal the kiosk application as to what it should be running. After starting the work, the kiosk application can signal the registration server a completion. If the work assignment times out, and there is no acknowledgement from the kiosks, a message can be sent to the administrator. Upon successful completion of airing an advertisement, the kiosk will log the completion local time and date locally, which will be then sent to the registration server 120 at a preset time for account billing and auditing purposes. [0076] Referring now to FIG. 5, a schematic illustration of exemplar hardware components 500 that can be used to execute implementations of the present disclosure is provided. The system 500 can be used for the operations described in association with the methods described in accordance with implementations of the present disclosure. The system 500 includes a processor 510, a memory 520, a storage device 530, and an input/output device 540. Each of the components 510, 520, 530, and 540 are

interconnected using a system bus 550. The processor 510 is capable of processing instructions for execution within the system 500. In one implementation, the processor 510 is a single-threaded processor. In another implementation, the processor 510 is a multi-threaded processor. The processor 510 is capable of processing instructions stored in the memory 520 or on the storage device 530 to display graphical information for a user interface on the input/output device 540.

[0077] The memory 520 stores information within the system 500. In one implementation, the memory 520 is a computer-readable medium. In one

implementation, the memory 520 is a volatile memory unit. In another implementation, the memory 520 is a non-volatile memory unit. The storage device 530 is capable of providing mass storage for the system 500. In one implementation, the storage device 530 is a computer-readable storage medium. In various different implementations, the storage device 530 may be a floppy disk device, a hard disk device, an optical disk device, or a tape device. The input/output device 540 provides input/output operations for the system 500. In one implementation, the input/output device 540 includes a keyboard and/or pointing device. In another implementation, the input/output device 540 includes a display unit for displaying graphical user interfaces.

[0078] The features described can be implemented in digital electronic circuitry, or in computer hardware, firmware, software, or in combinations of them. The apparatus can be implemented in a computer program product tangibly embodied in a machine-readable storage device, for execution by a programmable processor; and method steps can be performed by a programmable processor executing a program of instructions to perform functions of the described implementations by operating on input data and generating output. The described features can be implemented advantageously in one or more computer programs that are executable on a programmable system including at least one programmable processor coupled to receive data and instructions from, and to transmit data and instructions to, a data storage system, at least one input device, and at least one output device. A computer program is a set of instructions that can be used, directly or indirectly, in a computer to perform a certain activity or bring about a certain result. A computer program can be written in any form of programming language, including compiled or interpreted languages, and it can be deployed in any form, including as a stand-alone program or as a module, component, subroutine, or other unit suitable for use in a computing environment.

[0079] Suitable processors for the execution of a program of instructions include, by way of example, both general and special purpose microprocessors, and the sole processor or one of multiple processors of any kind of computer. Generally, a processor will receive instructions and data from a read-only memory or a random access memory or both. The essential elements of a computer are a processor for executing instructions and one or more memories for storing instructions and data. Generally, a computer will also include, or be operatively coupled to communicate with, one or more mass storage devices for storing data files; such devices include magnetic disks, such as internal hard disks and removable disks; magneto-optical disks; and optical disks. Storage devices suitable for tangibly embodying computer program instructions and data include all forms of non-volatile memory, including by way of example semiconductor memory devices, such as EPROM, EEPROM, and flash memory devices; magnetic disks such as internal hard disks and removable disks; magneto-optical disks; and CD-ROM and DVD-ROM disks. The processor and the memory can be supplemented by, or incorporated in, ASICs (application-specific integrated circuits).

[0080] To provide for interaction with a user, the features can be implemented on a computer having a display device such as a CRT (cathode ray tube) or LCD (liquid crystal display) monitor for displaying information to the user and a keyboard and a pointing device such as a mouse or a trackball by which the user can provide input to the computer.

[0081] The features can be implemented in a computer system that includes a back- end component, such as a data server, or that includes a middleware component, such as an application server or an Internet server, or that includes a front-end component, such as a client computer having a graphical user interface or an Internet browser, or any combination of them. The components of the system can be connected by any form or medium of digital data communication such as a communication network. Examples of communication networks include, e.g., a LAN, a WAN, and the computers and networks forming the Internet. [0082] The computer system can include clients and servers. A client and server are generally remote from each other and typically interact through a network, such as the described one. The relationship of client and server arises by virtue of computer programs running on the respective computers and having a client-server relationship to each other.

[0083] In addition, the logic flows depicted in the figures do not require the particular order shown, or sequential order, to achieve desirable results. In addition, other steps may be provided, or steps may be eliminated, from the described flows, and other components may be added to, or removed from, the described systems. Accordingly, other implementations are within the scope of the following according to any one of claims.

[0084] Implementations of the present disclosure include, but are not limited to, the following exemplar implementations:

[0085] Example 1. A processing device including: a processing unit to decode and execute a set of computer instructions; and a storage device having stored thereon computer instructions which, when executed by the processing unit, cause the processing device to: register a network client device responsive to receiving a registration request from the network client device if registration information received from the network client device meets preconfigured parameters of the processing device; authenticate the network client device if registration is successful and if authentication information received from the network client device satisfies authentication requirements of the processing device; and/or provide an encrypted token to the network client device if authentication is successful, the token indicating access permission or privileges corresponding to the network client device with respect to other network client devices.

[0086] Example 2. The processing device of example 1, wherein the preconfigured parameters of the processing device include one or more ID's corresponding to network client devices approved for registration with the processing device.

[0087] Example 3. The processing device of examples 1 or 2, wherein the preconfigured parameters of the processing device include one or more time periods corresponding to respective network client devices during which the corresponding network client devices are approved for registration with the processing device, the time periods including a start time and end time relative to a time of day in a time zone of the processing device or the respective network client devices. [0088] Example 4. The processing device of example 3, wherein the one or more time periods further include a start date and end date.

[0089] Example 5. The processing device according to any one of examples 1-4, wherein the registration information includes an ID associated with the network client device, and wherein when executed by the processing unit, the computer instructions causing the processing device to register the network client device, cause the processing device to: verify the ID received from the network client device against the preconfigured parameters of the processing device; and verify the registration request has occurred during a period of time during which the network client device is approved for registration with the processing device.

[0090] Example 6. The processing device according to any one of examples 1-5, wherein when executed by the processing unit, the computer instructions further cause the processing device to store information related to the network client device and the registration request.

[0091] Example 7. The processing device according to any one of examples 1-6, wherein when executed by the processing unit, the computer instructions causing the processing device to authenticate the network client device cause the processing device to: decrypt the authentication information received from the network client device; and responsive to successfully decrypting the authentication information, encrypt the token to be provided to the network client device.

[0092] Example 8. The processing device according to any one of examples 1-7, wherein when executed by the processing unit, the computer instructions further cause the processing device to notify an administrator of a failed registration attempt and/or a failed authentication attempt.

[0093] Example 9. The processing device according to any one of examples 1-8, wherein when executed by the processing unit, the computer instructions further cause the processing device to store information related to a successful and/or failed authentication of the network client device.

[0094] Example 10. The processing device according to any one of examples 1-9, wherein when executed by the processing unit, the computer instructions further cause the processing device to transfer data to the network client device.

[0095] Example 11. The processing device of example 10, wherein the data is multimedia presentation data, an audio data stream, and/or a video data stream. [0096] Example 12. The processing device of examples 10 or 11, wherein when executed by the processing unit, the computer instructions causing the processing device to transfer data to the network client device cause the processing device to transfer data to the network client device from a second processing device and/or a network reproduction device.

[0097] Example 13. The processing device according to any one of examples 1-12, wherein when executed by the processing unit, the computer instructions cause the processing device to store data received from the network client device.

[0098] Example 14. The processing device of example 13, wherein the data includes location information, time information, and/or duration information received from the network client device pertaining to an airing of presentation material by the network client device.

[0099] Example 15. The processing device of examples 13 or 14, wherein the data includes record information indicating a successful airing of presentation material by the network client device.

[00100] Example 16. The processing device according to any one of examples 13-15, wherein the presentation material includes advertisement, marketing, sales, and/or product information.

[00101] Example 17. A network client device including: an execution unit to decode and execute a set of computer instructions; and a storage device having stored thereon computer instructions which, when executed by the execution unit, cause the network client device to: request registration from a processing device by providing registration information to the processing device; provide authentication information to the processing device after successfully registering with the processing device; and store an encrypted token received from the processing device if authentication is successful, the token indicating access permission or privileges corresponding to the network client device with respect to other network client devices.

[00102] Example 18. The network client device of example 17, wherein the registration information includes an ID associated with the network client device and/or information based on a location of the network client device including a location descriptor, local time of day, and/or time zone information.

[00103] Example 19. The network client device of examples 17 or 18, wherein the authentication information includes an encrypted pre-shared key and/or encrypted ID information. [00104] Example 20. The network client device according to any one of examples 17-

19, wherein when executed by the execution unit, the computer instructions further cause the network client device to notify an administrator of a failed registration attempt and/or a failed authentication attempt.

[00105] Example 21. The network client device according to any one of examples 17-

20, wherein when executed by the execution unit, the computer instructions further cause the network client device to store information related to a successful and/or failed authentication of the network client device.

[00106] Example 22. The network client device according to any one of examples 17-

21 further including: an image or video input device coupled to the execution unit and storage device, the image or video input device configured to capture image or video data; a display screen coupled to the execution unit and storage device, the display screen configured to display pixel data received from an image or video input device of another network client device; an audio input device coupled to the execution unit and storage device, the audio input device configured to convert analog audio signals to audio data; and/or an audio output device coupled to the execution unit and storage device, the audio output device configured to convert audio data received from another network client to analog audio signals.

[00107] Example 23. The network client device according to any one of examples 17-

22 further including firewall software and/or anti-malware stored on the storage device which, when executed by the execution unit, is operable to protect the network client device from network threats including eavesdropping, data tampering, data hijacking, and/or computer viruses.

[00108] Example 24. The network client device according to any one of examples 27- 23, wherein when executed by the execution unit, the computer instructions further cause the network client device to load firewall configuration information from a central network device.

[00109] Example 25. The network client device of example 24, wherein the central network device is the processing device.

[00110] Example 26. The network client device according to any one of examples 17- 25, wherein when executed by the execution unit, the computer instructions cause the network client device to display a multimedia presentation or advertisement responsive to a failed registration attempt and/or a failed authentication attempt. [00111] Example 27. The network client device according to any one of examples 17-

26, wherein when executed by the execution unit, the computer instructions cause the network client device to perform a diagnostic routine responsive to receiving a diagnostic command.

[00112] Example 28. The network client device according to any one of examples 17-

27, wherein the network client device includes push buttons next to a display screen, and/or the display screen is a touch sensitive display screen, to receive input selections from a user.

[00113] Example 29. The network client device according to any one of examples 17-

28, wherein the network client device is configured to enter sleep mode during prolonged periods of inactivity to reduce energy consumption and/or upon receiving a sleep command.

[00114] Example 30. The network client device according to any one of examples 17-

29, wherein the network client device is configured to exit sleep mode upon receiving a wake command, and/or upon receiving user input or sensing activity near the network client device.

[00115] Example 31. The network client device according to any one of examples 17-

30, wherein the interactive device is configured to wake up upon receiving an audible user command and to connect to an active agent workstation to put the user in direct communication with an agent.

[00116] Example 32. The network client device according to any one of examples 17-

31, wherein responsive to receiving pan, tilt, and/or zoom commands from a second network client device according to any one of examples 17-31, the execution unit executes the commands in combination with the image or video input device enabling an agent using the second network client device to remotely control the video information received at the second network client device.

[00117] Example 33. The network client device according to any one of examples 17-

32, wherein the image or video input device includes a low power high lumens light source to illuminate a user and/or environment.

[00118] Example 34. The network client device according to any one of examples 17-

33, wherein the image or video input device has a resolution of 320x480 pixels or higher and/or a frame rate of approximately 25 frames per second.

[00119] Example 35. The network client device according to any one of examples 17-

34, wherein the network client device is one of a first network client device and a second network client device, the first network client device configured to remotely activate the second network client device if a user of the second network client device enables remote activation.

[00120] Example 36. The network client device according to any one of examples 17- 35, wherein responsive to a user command the audio input device and/or the image or video input device is activated, and recording capabilities are activated in computer- readable memory for subsequent playback and/or analysis.

[00121] Example 37. The network client device of example 36, wherein the computer- readable memory is a local memory of the network client device, a memory of a second network client device according to any one of examples 17-36, and/or a server memory.

[00122] Example 38. The network client device according to any one of examples 17-

37, wherein the audio data and/or pixel data is transmitted over a network for storage on a remote computer-readable storage medium to inhibit local tampering with the stored data.

[00123] Example 39. The network client device according to any one of examples 17-

38, wherein the network client device is pre-authorized to remotely activate a second network client device according to any one of examples 17-38 and/or the image or video input device of the second network device.

[00124] Example 40. The network client device according to any one of examples 17-

39, wherein the network client device is configured to activate an audio input device, an audio output device, and/or an image or video input device of a second network client device according to any one of examples 17-39 to attract the attention of a passerby.

[00125] Example 41. The network client device according to any one of examples 17-

40, wherein the network client device is configured to accept voice activation to enable a user to request help with a voice command and without having to activate a touch screen or push buttons.

[00126] Example 42. The network client device according to any one of examples 17-

41, wherein when executed by the execution unit, the computer instructions further cause the network client device to store and/or display presentation material received from the processing device and/or a network reproduction device.

[00127] Example 43. The network client device according to any one of examples 17- 41, wherein when executed by the execution unit, the computer instructions further cause the network client device to load and/or display presentation material stored on the storage device of the network client device. [00128] Example 44. The network client device of examples 42 or 43, wherein the presentation material is multimedia presentation data, audio data, video data, an audio data stream, and/or a video data stream.

[00129] Example 45. The network client device according to any one of examples 17- 44, wherein when executed by the execution unit, the computer instructions cause the network client device to transfer record data to the processing device.

[00130] Example 46. The network client device of example 45, wherein the record data includes location information, time information, and/or duration information pertaining to an airing of the presentation material by the network client device.

[00131] Example 47. The network client device of examples 45 or 46, wherein the record data includes record information indicating a successful airing of the presentation material by the network client device.

[00132] Example 48. The network client device according to any one of examples 42-

47, wherein the presentation material includes advertisement, marketing, sales, and/or product information.

[00133] Example 49. The network client device according to any one of examples 17-

48, wherein the processing device is a processing device according to any one of examples 1-16.

[00134] Example 50. The processing device according to any one of examples 1-16, wherein the network client device is a network client device according to any one of examples 17-49.

[00135] Example 51. A network reproduction device including: a logic device to decode and execute a set of computer instructions; a storage device configured to store an image or video received from a network client device, the storage device having stored thereon computer instructions which, when executed by the logic device, cause network reproduction device to: store the image or video received from the network client device; read the image or video stored on the storage device; and/or transfer the image or video read from the storage device, or a portion thereof, to a second network client device.

[00136] Example 52. The network reproduction device of example 51, wherein when executed by the logic device to cause the network reproduction device to transfer the image or video read from the storage device, or a portion thereof, to the second network client device, the computer instructions cause the network reproduction device to transfer the image or video read from the storage device, or a portion thereof, to a plurality of network client devices, the plurality of network client devices associated with the network client device from which the image or video was received.

[00137] Example 53. The network reproduction device of examples 51 or 52, wherein the network client device and each of the plurality of network client devices is a network client device according to any one of examples 17-49.

[00138] Example 54. An interactive service system including: a first interactive device; a second interactive device; an agent workstation operatively coupled to the first and second interactive devices and operable to display information received from the first and second interactive devices to enable simultaneous monitoring of the first and second interactive devices by a user of the agent workstation.

[00139] Example 55. The interactive system of example 54, wherein the first interactive device is a network client device according to any one of examples 17-49.

[00140] Example 56 The interactive system of examples 54 or 55, wherein the second interactive device is a network client device according to any one of examples 17-49.

[00141] Example 57. The interactive system according to any one of examples 54-56, wherein the agent workstation is a network client device according to any one of examples 17-49.

[00142] Example 58. The interactive system according to any one of examples 54-57, wherein the system further includes a processing unit according to any one of examples 1- 16.

[00143] Example 59. The interactive system according to any one of examples 54-58, wherein the agent workstation is operable to communicate with a second agent workstation to transfer a request from the first interactive device to the second agent workstation.

[00144] Example 60. The interactive system according to any one of examples 54-59, wherein the agent workstation is operable to remotely control the first interactive device if authorized and/or if the first interactive device is associated with the agent workstation.

[00145] Example 61. The interactive system according to any one of examples 54-60, wherein the agent workstation is associated with the first and second interactive devices based on information in an encrypted token received by the agent workstation and/or the first and second interactive device.

[00146] Example 62. The interactive system according to any one of examples 54-61, wherein the agent workstation enables an agent to assist a respective user of the first and/or second interactive devices by: enabling a virtual presence of the agent at a respective location of the first and/or second interactive devices; enabling the agent to remotely control the first and/or second interactive devices; enabling the agent to load a multimedia presentation and/or advertisement on the first and/or second interactive devices for viewing by the respective user of the first and/or second interactive devices; and/or enabling the agent to print a voucher and/or informational material at the first and/or second interactive devices.

[00147] Example 63. The interactive system according to any one of examples 54-62, wherein the agent workstation is a first agent workstation and the system further includes: a second agent workstation, the second agent workstation being a network client device according to any one of examples 17-49; and a system controller operatively coupled to the first interactive device and the first and second agent workstations, the system controller configured to operatively couple the first interactive device to the first agent workstation during a first time period and to operatively couple the first interactive device to the second agent workstation during a second time period, different from the first time period; wherein the first and second agent workstations are configured to remotely control interactive sessions on the first interactive device during respective time periods.

[00148] Example 64. The interactive system of example 63, wherein the system controller is a first system controller, the interactive system further including a second system controller, the first and/or second interactive devices configured to request registration and/or authentication from the second system controller if a registration and/or authentication attempt fails with respect to the first system controller.

[00149] Example 65. The interactive system of examples 63 or 64, wherein the system controller is a processing device according to any one of examples 1-16.

[00150] Example 66. The interactive system according to any one of examples 63-65, further including a network reproduction device according to any one of examples 51-53.

[00151] Example 67. The interactive system according to any one of examples 63-66, wherein the system is operable to provide marketing, advertising, sales, emergency response, and/or security services to a user of one of a plurality of interactive devices.

[00152] Example 68. A computer-readable medium having stored therein computer instructions which, when executed by a processing unit, cause a processing device according to any one of examples 1-16 to perform in accordance with operations recited therein.

[00153] Example 69. A computer-readable medium having stored therein computer instructions which, when executed by an execution unit, cause a network client device according to any one of examples 17-49 to perform in accordance with operations recited therein.

[00154] Example 70. A computer-readable medium having stored therein computer instructions which, when executed by a logic device, cause a network reproduction device according to any one of examples 51-53 and 67 to perform in accordance with operations recited therein.

[00155] Example 71. A computer-readable medium having stored therein computer instructions which, when executed by the first and/or second interactive device according to any one of examples 54-67, cause the first and/or second interactive device to perform in accordance with operations recited therein.

[00156] Example 72. A computer-readable medium having stored therein computer instructions which, when executed by the agent workstation according to any one of examples 54-67, cause the agent workstation to perform in accordance with operations recited therein.

[00157] Example 73. A computer-readable medium having stored therein computer instructions which, when executed by the system controller according to any one of examples 63-67, cause the agent workstation to perform in accordance with operations recited therein.

[00158] A number of implementations of the present disclosure have been described. Nevertheless, it will be understood that various modifications may be made without departing from the spirit and scope of the present disclosure. Accordingly, other implementations are within the scope of the following according to any one of claims.

Claims

WHAT IS CLAIMED IS:

1. A processing device comprising:

a processing unit to decode and execute a set of computer instructions; and a storage device having stored thereon computer instructions which, when executed by the processing unit, cause the processing device to:

register a network client device responsive to receiving a registration request from the network client device if registration information received from the network client device meets preconfigured parameters of the processing device; authenticate the network client device if registration is successful and if authentication information received from the network client device satisfies authentication requirements of the processing device; and/or

provide an encrypted token to the network client device if authentication is successful, the token indicating access permission or privileges corresponding to the network client device with respect to other network client devices.

2. The processing device of claim 1, wherein the preconfigured parameters of the processing device include one or more ID's corresponding to network client devices approved for registration with the processing device.

3. The processing device of claims 1 or 2, wherein the preconfigured parameters of the processing device include one or more time periods corresponding to respective network client devices during which the corresponding network client devices are approved for registration with the processing device, the time periods including a start time and end time relative to a time of day in a time zone of the processing device or the respective network client devices.

4. The processing device of claim 3, wherein the one or more time periods further include a start date and end date.

5. The processing device according to any one of claims 1-4, wherein the registration information comprises an ID associated with the network client device, and wherein when executed by the processing unit, the computer instructions causing the processing device to register the network client device, cause the processing device to: verify the ID received from the network client device against the preconfigured parameters of the processing device; and verify the registration request has occurred during a period of time during which the network client device is approved for registration with the processing device.

6. The processing device according to any one of claims 1-5, wherein when executed by the processing unit, the computer instructions further cause the processing device to store information related to the network client device and the registration request.

7. The processing device according to any one of claims 1-6, wherein when executed by the processing unit, the computer instructions causing the processing device to authenticate the network client device cause the processing device to:

decrypt the authentication information received from the network client device; and responsive to successfully decrypting the authentication information,

encrypt the token to be provided to the network client device.

8. The processing device according to any one of claims 1-7, wherein when executed by the processing unit, the computer instructions further cause the processing device to notify an administrator of a failed registration attempt and/or a failed authentication attempt.

9. The processing device according to any one of claims 1-8, wherein when executed by the processing unit, the computer instructions further cause the processing device to store information related to a successful and/or failed authentication of the network client device.

10. The processing device according to any one of claims 1-9, wherein when executed by the processing unit, the computer instructions further cause the processing device to transfer data to the network client device.

11. The processing device of claim 10, wherein the data is multimedia presentation data, an audio data stream, and/or a video data stream.

12. The processing device of claims 10 or 11, wherein when executed by the processing unit, the computer instructions causing the processing device to transfer data to the network client device cause the processing device to transfer data to the network client device from a second processing device and/or a network reproduction device.

13. The processing device according to any one of claims 1-12, wherein when executed by the processing unit, the computer instructions cause the processing device to store data received from the network client device.

14. The processing device of claim 13, wherein the data includes location information, time information, and/or duration information received from the network client device pertaining to an airing of presentation material by the network client device.

15. The processing device of claims 13 or 14, wherein the data includes record information indicating a successful airing of presentation material by the network client device.

16. The processing device according to any one of claims 13-15, wherein the presentation material includes advertisement, marketing, sales, and/or product information.

17. A network client device comprising:

an execution unit to decode and execute a set of computer instructions; and a storage device having stored thereon computer instructions which, when executed by the execution unit, cause the network client device to:

request registration from a processing device by providing registration information to the processing device;

provide authentication information to the processing device after successfully registering with the processing device; and store an encrypted token received from the processing device if authentication is successful, the token indicating access permission or privileges corresponding to the network client device with respect to other network client devices.

18. The network client device of claim 17, wherein the registration information comprises an ID associated with the network client device and/or information based on a location of the network client device including a location descriptor, local time of day, and/or time zone information.

19. The network client device of claims 17 or 18, wherein the authentication information comprises an encrypted pre-shared key and/or encrypted ID information.

20. The network client device according to any one of claims 17-19, wherein when executed by the execution unit, the computer instructions further cause the network client device to notify an administrator of a failed registration attempt and/or a failed authentication attempt.

21. The network client device according to any one of claims 17-20, wherein when executed by the execution unit, the computer instructions further cause the network client device to store information related to a successful and/or failed authentication of the network client device.

22. The network client device according to any one of claims 17-21 further comprising: an image or video input device coupled to the execution unit and storage device, the image or video input device configured to capture image or video data;

a display screen coupled to the execution unit and storage device, the display screen configured to display pixel data received from an image or video input device of another network client device;

an audio input device coupled to the execution unit and storage device, the audio input device configured to convert analog audio signals to audio data; and/or

an audio output device coupled to the execution unit and storage device, the audio output device configured to convert audio data received from another network client to analog audio signals.

23. The network client device according to any one of claims 17-22 further comprising firewall software and/or anti-malware stored on the storage device which, when executed by the execution unit, is operable to protect the network client device from network threats including eavesdropping, data tampering, data hijacking, and/or computer viruses.

24. The network client device according to any one of claims 27-23, wherein when executed by the execution unit, the computer instructions further cause the network client device to load firewall configuration information from a central network device.

25. The network client device of claim 24, wherein the central network device is the processing device.

26. The network client device according to any one of claims 17-25, wherein when executed by the execution unit, the computer instructions cause the network client device to display a multimedia presentation or advertisement responsive to a failed registration attempt and/or a failed authentication attempt.

27. The network client device according to any one of claims 17-26, wherein when executed by the execution unit, the computer instructions cause the network client device to perform a diagnostic routine responsive to receiving a diagnostic command.

28. The network client device according to any one of claims 17-27, wherein the network client device includes push buttons next to a display screen, and/or the display screen is a touch sensitive display screen, to receive input selections from a user.

29. The network client device according to any one of claims 17-28, wherein the network client device is configured to enter sleep mode during prolonged periods of inactivity to reduce energy consumption and/or upon receiving a sleep command.

30. The network client device according to any one of claims 17-29, wherein the network client device is configured to exit sleep mode upon receiving a wake command, and/or upon receiving user input or sensing activity near the network client device.

31. The network client device according to any one of claims 17-30, wherein the interactive device is configured to wake up upon receiving an audible user command and to connect to an active agent workstation to put the user in direct communication with an agent.

32. The network client device according to any one of claims 17-31, wherein responsive to receiving pan, tilt, and/or zoom commands from a second network client device according to any one of claims 17-31 , the execution unit executes the commands in combination with the image or video input device enabling an agent using the second network client device to remotely control the video information received at the second network client device.

33. The network client device according to any one of claims 17-32, wherein the image or video input device comprises a low power high lumens light source to illuminate a user and/or environment.

34. The network client device according to any one of claims 17-33, wherein the image or video input device has a resolution of 320x480 pixels or higher and/or a frame rate of approximately 25 frames per second.

35. The network client device according to any one of claims 17-34, wherein the network client device is one of a first network client device and a second network client device, the first network client device configured to remotely activate the second network client device if a user of the second network client device enables remote activation.

36. The network client device according to any one of claims 17-35, wherein responsive to a user command the audio input device and/or the image or video input device is activated, and recording capabilities are activated in computer-readable memory for subsequent playback and/or analysis.

37. The network client device of claim 36, wherein the computer-readable memory is a local memory of the network client device, a memory of a second network client device according to any one of claims 17-36, and/or a server memory.

38. The network client device according to any one of claims 17-37, wherein the audio data and/or pixel data is transmitted over a network for storage on a remote computer- readable storage medium to inhibit local tampering with the stored data.

39. The network client device according to any one of claims 17-38, wherein the network client device is pre-authorized to remotely activate a second network client device according to any one of claims 17-38 and/or the image or video input device of the second network device.

40. The network client device according to any one of claims 17-39, wherein the network client device is configured to activate an audio input device, an audio output device, and/or an image or video input device of a second network client device according to any one of claims 17-39 to attract the attention of a passerby.

41. The network client device according to any one of claims 17-40, wherein the network client device is configured to accept voice activation to enable a user to request help with a voice command and without having to activate a touch screen or push buttons.

42. The network client device according to any one of claims 17-41, wherein when executed by the execution unit, the computer instructions further cause the network client device to store and/or display presentation material received from the processing device and/or a network reproduction device.

43. The network client device according to any one of claims 17-41, wherein when executed by the execution unit, the computer instructions further cause the network client device to load and/or display presentation material stored on the storage device of the network client device.

44. The network client device of claims 42 or 43, wherein the presentation material is multimedia presentation data, audio data, video data, an audio data stream, and/or a video data stream.

45. The network client device according to any one of claims 17-44, wherein when executed by the execution unit, the computer instructions cause the network client device to transfer record data to the processing device.

46. The network client device of claim 45, wherein the record data includes location information, time information, and/or duration information pertaining to an airing of the presentation material by the network client device.

47. The network client device of claims 45 or 46, wherein the record data includes record information indicating a successful airing of the presentation material by the network client device.

48. The network client device according to any one of claims 42-47, wherein the presentation material includes advertisement, marketing, sales, and/or product information.

49. The network client device according to any one of claims 17-48, wherein the processing device is a processing device according to any one of claims 1-16.

50. The processing device according to any one of claims 1-16, wherein the network client device is a network client device according to any one of claims 17-49.

51. A network reproduction device comprising:

a logic device to decode and execute a set of computer instructions;

a storage device configured to store an image or video received from a network client device, the storage device having stored thereon computer instructions which, when executed by the logic device, cause network reproduction device to:

store the image or video received from the network client device; read the image or video stored on the storage device; and/or

transfer the image or video read from the storage device, or a portion thereof, to a second network client device.

52. The network reproduction device of claim 51, wherein when executed by the logic device to cause the network reproduction device to transfer the image or video read from the storage device, or a portion thereof, to the second network client device, the computer instructions cause the network reproduction device to transfer the image or video read from the storage device, or a portion thereof, to a plurality of network client devices, the plurality of network client devices associated with the network client device from which the image or video was received.

53. The network reproduction device of claims 51 or 52, wherein the network client device and each of the plurality of network client devices is a network client device according to any one of claims 17-49.

54. An interactive service system comprising:

a first interactive device;

a second interactive device;

an agent workstation operatively coupled to the first and second interactive devices and operable to display information received from the first and second interactive devices to enable simultaneous monitoring of the first and second interactive devices by a user of the agent workstation.

55. The interactive system of claim 54, wherein the first interactive device is a network client device according to any one of claims 17-49.

56 The interactive system of claims 54 or 55, wherein the second interactive device is a network client device according to any one of claims 17-49.

57. The interactive system according to any one of claims 54-56, wherein the agent workstation is a network client device according to any one of claims 17-49.

58. The interactive system according to any one of claims 54-57, wherein the system further comprises a processing unit according to any one of claims 1-16.

59. The interactive system according to any one of claims 54-58, wherein the agent workstation is operable to communicate with a second agent workstation to transfer a request from the first interactive device to the second agent workstation.

60. The interactive system according to any one of claims 54-59, wherein the agent workstation is operable to remotely control the first interactive device if authorized and/or if the first interactive device is associated with the agent workstation.

61. The interactive system according to any one of claims 54-60, wherein the agent workstation is associated with the first and second interactive devices based on information in an encrypted token received by the agent workstation and/or the first and second interactive device.

62. The interactive system according to any one of claims 54-61, wherein the agent workstation enables an agent to assist a respective user of the first and/or second interactive devices by:

enabling a virtual presence of the agent at a respective location of the first and/or second interactive devices;

enabling the agent to remotely control the first and/or second interactive devices; enabling the agent to load a multimedia presentation and/or advertisement on the first and/or second interactive devices for viewing by the respective user of the first and/or second interactive devices; and/or

enabling the agent to print a voucher and/or informational material at the first and/or second interactive devices.

63. The interactive system according to any one of claims 54-62, wherein the agent workstation is a first agent workstation and the system further comprises:

a second agent workstation, the second agent workstation being a network client device according to any one of claims 17-49; and

a system controller operatively coupled to the first interactive device and the first and second agent workstations, the system controller configured to operatively couple the first interactive device to the first agent workstation during a first time period and to operatively couple the first interactive device to the second agent workstation during a second time period, different from the first time period;

wherein the first and second agent workstations are configured to remotely control interactive sessions on the first interactive device during respective time periods.

64. The interactive system of claim 63, wherein the system controller is a first system controller, the interactive system further comprising a second system controller, the first and/or second interactive devices configured to request registration and/or authentication from the second system controller if a registration and/or authentication attempt fails with respect to the first system controller.

65. The interactive system of claims 63 or 64, wherein the system controller is a processing device according to any one of claims 1-16.

66. The interactive system according to any one of claims 63-65, further comprising a network reproduction device according to any one of claims 51-53.

67. The interactive system according to any one of claims 63-66, wherein the system is operable to provide marketing, advertising, sales, emergency response, and/or security services to a user of one of a plurality of interactive devices.

68. A computer-readable medium having stored therein computer instructions which, when executed by a processing unit, cause a processing device according to any one of claims 1-16 to perform in accordance with operations recited therein.

69. A computer-readable medium having stored therein computer instructions which, when executed by an execution unit, cause a network client device according to any one of claims 17-49 to perform in accordance with operations recited therein.

70. A computer-readable medium having stored therein computer instructions which, when executed by a logic device, cause a network reproduction device according to any one of claims 51-53 and 67 to perform in accordance with operations recited therein.

71. A computer-readable medium having stored therein computer instructions which, when executed by the first and/or second interactive device according to any one of claims 54-67, cause the first and/or second interactive device to perform in accordance with operations recited therein.

72. A computer-readable medium having stored therein computer instructions which, when executed by the agent workstation according to any one of claims 54-67, cause the agent workstation to perform in accordance with operations recited therein.

73. A computer-readable medium having stored therein computer instructions which, when executed by the system controller according to any one of claims 63-67, cause the agent workstation to perform in accordance with operations recited therein.