WO2012170958A1 - Systèmes et procédés de mise en files d'attente électroniques - Google Patents

Systèmes et procédés de mise en files d'attente électroniques Download PDF

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Publication number
WO2012170958A1
WO2012170958A1 PCT/US2012/041762 US2012041762W WO2012170958A1 WO 2012170958 A1 WO2012170958 A1 WO 2012170958A1 US 2012041762 W US2012041762 W US 2012041762W WO 2012170958 A1 WO2012170958 A1 WO 2012170958A1
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WO
WIPO (PCT)
Prior art keywords
queue
individual
virtual
managing system
electronic
Prior art date
Application number
PCT/US2012/041762
Other languages
English (en)
Inventor
Alejandro Backer
Timothy Ross Mccune
Original Assignee
Ab Inventio, Llc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Priority claimed from US13/157,254 external-priority patent/US8831963B2/en
Application filed by Ab Inventio, Llc filed Critical Ab Inventio, Llc
Priority to CA2838074A priority Critical patent/CA2838074C/fr
Priority to AU2012267473A priority patent/AU2012267473B2/en
Publication of WO2012170958A1 publication Critical patent/WO2012170958A1/fr

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5238—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with waiting time or load prediction arrangements

Definitions

  • the present disclosure is directed to facilitating a process of having people wait in line for an event, an attraction, a facility, or service. Moreover, it relates to electronic queuing systems and methods.
  • Queues are an old and outdated system to apportion goods or services in limited supply to demand that is at times larger than supply. Why do queues work at all? Why don't they grow forever? They exploit two principles: first, they smooth demand across time, by moving it from peak times to other times. Second, they create a negative feedback loop, reducing demand during peak times by raising the cost (in wait time) of service in proportion to current demand, making it increasingly unattractive for customers to join the queue as it grows longer. But queues which force customers to stand in line suffer from multiple problems. First, they waste people's time which could be better spent. Second, they discourage transfer of demand from a long queue to a shorter one, by failing to provide information on the length of other queues.
  • U.S. Pat. No. 6,529,786 to Sim (hereafter "Sim") describes a queue management system which comprises a plurality of portable modules, at least one docking station, a queue manager, signal transmitting means, at least one module detector and a communication means.
  • Each portable module includes a memory means containing a unique identification code, an indicator means, transmitter means for transmitting the identification code over a short range, and docking means for downloading the identification code.
  • the docking station registers the person in a queue by downloading the identification code for the portable module when docked.
  • the queue manager maintains the queue sequence for each queue and includes a communication means for receiving the downloaded code.
  • the signal transmitting means is associated with the queue manager for transmitting the signals to each portable module to instruct the person carrying the portable module to join the queue.
  • the module detector detects transmitted identification codes from any portable module in its vicinity.
  • the module detector is arranged at the queue to detect when the person carrying the portable module joins the queue.
  • the communication means is arranged between the queue manager and the module detector to communicate any detected identification code to the queue manager.
  • U.S. Pat. No. 6,748,364 to Waytena et al. (hereafter "Waytena”) describes a system and a method for assigning and managing patron reservations for one or more attractions by receiving reservation requests with personal communication devices (PCDs). Reservation requests are transmitted to a computer associated with the selected attraction, which determines a proposed reservation time based on information describing the attraction, the patron, previously-made reservations maintained in a virtual queue, and the current state of a physical queue associated with the attraction. Proposed reservation time is transmitted to the PCD for confirmation or rejection by the patron. Confirmed reservations are entered in the virtual queue. Patrons are alerted by the PCD when their reservation time is approaching. Like Sim above, the system of Waytena appears to require the people wishing to join the queue to possess specially adapted personal communication devices.
  • U.S. Pat. No. 6,845,361 to Dowling (hereafter "Dowling") describes a method and a system are provided for maintaining a virtual-wait queue that controls access by customers to a physical resource such as a restaurant table.
  • the method and system are especially adapted for use by customers operating Internet-enabled wireless devices.
  • the system operates by maintaining a virtual-wait queue data structure capable of storing a plurality of entries. Each entry is representative of a customer.
  • the system accepts an instruction from a premises I/O device indicating to either add or delete an entry to the data structure.
  • the system also accepts an instruction from a network connection to either add or delete the remote customer into or from the virtual wait queue.
  • the virtual wait queue system indicates to the remote customer the estimated time left in the queue, freeing the customer from the need to wait in line. While the wireless devices of Dowling do not have to be specially adapted (as they were in Sim or Waytena), they do appear to need to be Internet-enabled, which is not yet a ubiquitous feature for cell phones.
  • U.S. Pat. No. 6,889,098 to Laval (hereafter "Laval") describes a method and system for managing admission to an attraction.
  • the system comprises a first queue by which customers may access the attraction by waiting in line and a second queue by which customers may access the attraction in a manner which avoids the first queue.
  • the system includes a first validator for validating an entitlement of a customer to receive an assigned time in the future for accessing the attraction via the second queue, a media distributor for distributing a media to an entitled customer, the media including the assigned time at which the entitled customer is entitled to access the attraction in the future, and a second validator for validating the entitled customer access to the attraction at the time provided on the media.
  • a customer may access an attraction in a manner which avoids standing in a first waiting line by verifying entitlement to utilize a second queue, obtaining a pass entitling the customer to access the attraction at a future time, and returning to the attraction at the future time and gaining access with the pass.
  • the customer may leave the vicinity of the attraction between when the pass is issued and the future time at which the customer is entitled to access to the attraction.
  • the method and system of Laval appears to require the distribution of physical passes with a then-determined access time.
  • Hale et al. (hereafter "Hale") describes a method and system for the loading of patrons at multiple attractions at an entertainment includes the first-in first-out line and a priority based line.
  • a cellular telephone is used to obtain and claim priority status.
  • different priorities are established based on where, when and the number of priority spaces required.
  • Different hierarchies are established for computer controlling the different lines for multiple attractions in the entertainment environment.
  • the system and method also provide for moving people from an area of concentration to other locations.
  • the Hale system and method appears to determine the time of event access at the point at which the patron requests entry into the queue. If the queue rate changes after that point, the patron's entry time is not changed unless they re-enter the queue.
  • FIGURE 1 depicts an overview of a queuing system.
  • FIGURE 2 depicts an exemplary operation of the queuing system.
  • FIGURE 3 depicts communications between a queue-managing system and cell phones.
  • FIGURE 4 depicts a general operation of an interactive voice response (IVR) system.
  • IVR interactive voice response
  • FIGURE 5 depicts communications between the queue-managing system and an individual computer.
  • FIGURE 6 depicts communications between the queue-managing system and a kiosk electronic device.
  • FIGURE 7 depicts communications between the queue-managing system and entity-end devices.
  • FIGURE 8 depicts an exemplary method of searching in the internet for potential users of the queuing system.
  • FIGURE 11 depicts an exemplary implementation of the queuing system in a hotel room availability notification system.
  • a method for managing virtual queues adapted to correspond to actual queues comprising: establishing a plurality of virtual queues on an electronic queue-managing system, the virtual queues adapted to correspond to actual queues; establishing a bi-directional communication means with an individual who wants to enter, has entered, or has left the plurality of virtual queues according to status of the virtual queues and a first set of rules; establishing a bi-directional electronic communication between the electronic queue-managing system and an entity that manages or provides one or more actual queues according to status of the virtual queues and a second set of rules; and updating the virtual queues according to information received from the individual and information from the entity, and a third set of rules.
  • a method for queuing an event or service comprising: a user calling, texting or sending a request via an app to a queue system; the queue system identifying the user calling, texting or sending a request to the queue system; the queue system sending a message to the user, the message requesting the user to identify the event or service desired; the queue system identifying the event or service; the queue system adding the user to a virtual queue; and the queue system calling, texting or sending a notification via an app to the user and notifying the user when an estimated wait time in the virtual queue reaches a specified amount of time.
  • a method of coordinating a meeting comprising: providing a first person; providing a second person, the first person and the second person desiring to meet each other; the first person sending a message to a queue -managing system to indicate availability or a desire to meet the second person; and the queue-managing system sending a message to the second person to inform the second person that the first person is available to meet.
  • a method of prioritizing questions at a Q and A session comprising: providing a Q and A session; providing at least one speaker at the Q and A session; providing a plurality of attendees at the Q and A session; the attendees submitting a question by sending a message to a queue-managing system by using a cell phone; the queue-managing system assigning a code to each question and displaying the question and the code on display at the Q and A session; the attendees voting on the questions that the attendees desire to be addressed using cell phones, according to the code pertaining to each question; and the queue-managing system prioritizing the questions having a greater number of votes to be addressed before the questions having a lesser number of votes.
  • FIGURE 1 shows an overview of an embodiment of the queue system.
  • the queue system comprises a queue- managing system (102), a plurality of individual-end devices (106) that communicate with the queue-managing system (102) via electronic communication (104), and a plurality of entity-end devices (110) that also communicate with the queue -managing system via electronic communication (108).
  • FIGURE 2 shows an example of the operation step by step.
  • an entity creates a virtual queue (204) on the queue-managing system through an entity-end device (110) or through a server.
  • the virtual queue (204) corresponds to the actual queue for a facility, an attraction or service (202) the entity manages or provides.
  • Examples include queues at a DMV, at government offices, queues for a table at a restaurant, queues for service at a restaurant, telephone queues for people waiting to talk on the phone with someone, virtual queues for an online meeting, queues to pick up a car at valet parking, queues for hotel check-in, queues for casino games, queues for admission to shows and/or night clubs, theme park attractions, theme park admission, healthcare providers, emergency rooms, dentists, tax offices, salons, Santa Claus pictures at the mall, retail shops, colleges (e.g., admissions, financial aid, advisement, registration, etc.), questions at a Q&A sessions, queues to meet a person, queues at a fair, and many others.
  • the queue-managing system (102) can periodically send to the entity-end device (110) the information regarding the status of the virtual queue (204).
  • the entity can send with the entity-end device (110) information related to the availability of the resource being queued for to the queue-managing system (102), and the queue-managing system (102) will update the virtual queue (204) accordingly.
  • a person or entity e.g. a device or a machine who wants to enter the virtual queue (204) sends with an individual-end device (106) a status request to inquire the length of the estimated wait time, or the number of people or parties in the virtual queue. Such person or entity can also request to join the virtual queue (204).
  • the request contains a unique individual identification number or string of the person (208) or other individual-specific information.
  • the queue- management system (102) updates the virtual queue (204) according to the request and a set of rules.
  • the update operation includes, among others, assigning a position in the virtual queue (204) to the individual identification number (208).
  • the queue-managing system (102) usually assigns positions in the virtual queue (204) on a first-come-first-serve basis, but can assign such positions based on any business rule (e.g. priority pass holders can get priority), and there can be multiple priority tiers with different priorities. Rules can also restrict the number of queues that any given tier can enter at a time, or throughout the course of a day, or which queues the people can enter.
  • any business rule e.g. priority pass holders can get priority
  • Rules can also restrict the number of queues that any given tier can enter at a time, or throughout the course of a day, or which queues the people can enter.
  • the entity when the entity advances the actual queue or changes the actual queue, the entity sends with the entity-end device (110) the relevant information to the queue-managing system (102). Upon receiving the information, the queue-managing system (102) updates the virtual queue (204) accordingly.
  • the queue managing system (102) can also update the virtual queue (e.g., wait forecasts) due to passage of time in absence of any signal from the entity-end device (110).
  • the queue- managing system (102) sends notifications to the individual-end device (106), which, in turn, alerts the individual to his queue status.
  • the individual can specify with how much advance notice he would like to be notified, before he is near or at the front of the virtual queue (204). For example, the individual may be 10 minutes away so the individual may desire to be notified by the queue-managing system 10 minutes earlier than when he would normally be notified.
  • the individual can also use a global positioning system (GPS) or a position-sensing device to be notified with the advance notice necessary to make it in time.
  • GPS global positioning system
  • the individual may send with the individual-end device (106) a request to leave the virtual queue (204).
  • the queue-managing system (102) will update the virtual queue (204) according to the request. From the moment the individual sends a request to enter the virtual queue (204) until a certain period after he leaves the virtual queue (204), the queue-managing system (102) periodically communicates with the individual-end device (106). According to the information received respectively, the queue-managing system (110) updates the virtual queue (204) and the individual-end device (106) notifies the individual. In addition, the queue- managing system (102) automatically updates the virtual queue (204) and other existing virtual queues according to a second set of rules.
  • An entity may subscribe to this system based on a "pay-as-you-go plan," under which the entity only pays for its usage of the system. To use this system, an entity does not have to install or purchase any hardware.
  • the system may provide short message service (SMS) marketing services which an entity may choose to join, and an individual may choose to receive or reject such marketing SMS messages via an individual-end device.
  • SMS short message service
  • This system is adapted to work in all industries and work globally in multiple languages.
  • An entity may sign up for the system's service through a web-based interface.
  • An embodiment of the individual-end device (106) is a cell phone (302) shown in FIGURE 3.
  • the communication between the cell phone and the queue-managing system (102) goes through a cellular network (304), WiFi network (306), or any other class of communication network.
  • An embodiment of the communication between the cell phone (302) and the queue- managing system (102) is text messaging (short message service, SMS or multimedia messaging service, MMS) or a related data communication protocol (308).
  • a person can use a cell phone (302) to send a text message (308) to the queue-managing system (102).
  • the message can contain a unique individual identification number of the person (208), which can be a phone number of the person and can be transmitted automatically in the caller ID header of the message, an identification string (e.g., a keyword or phrase) for the virtual queue (310), and a request code (312) (which can optionally be blank).
  • the request code (312) indicates an individual's requests for updated status of the virtual queue, entering or leaving the virtual queue, etc.
  • the queue-managing system (102) sends text messages (314) to the cell phone automatically or in response to the individual's request.
  • the text message (314) from the queue-managing system (102) may optionally contain a unique individual identification number of the person (208), an identification number of the virtual queue (310), and a short text (316) that answers the person's request, describes the updated status of the virtual queue, alerts the person to his position in the virtual queue, etc.
  • Subsequent requests can optionally lack the identification string for the virtual queue (310) since the system already knows which queue the person is in, if the person is already in only one virtual queue.
  • FIGURE 4 shows a general operation of the IVR system.
  • the cell phone (302) calls (401) the queue-managing system (102).
  • the cell phone (302) is identified to the queue-managing system (102) by the Caller ID information contained in the call (401).
  • the queue-managing system (102) sends a prerecorded or automatically generated voice message (402) to prompt for input of the identification number of the virtual queue, if multiple queues are available within that menu.
  • the virtual queue identification number is then keyed in (403) by the cell phone (302), if multiple queues are available within that menu.
  • the queue-managing system (102) may then confirm (404) that the virtual queue identification number has been keyed in (403).
  • the queue-managing system then sends a second set of pre-recorded automatically generated voice messages (405) to announce the wait time for that queue and prompt for the individual's request of entering the virtual queue (or leaving, changing positions, or changing notification method, if the person is already in a queue), thus reporting the status of the virtual queue.
  • the request is then keyed in (406) on the cell phone (302), and the queue-managing system (102) processes the request, updates the virtual queue, and responds accordingly (407).
  • the cell phone (302) can now disconnect the call (408).
  • the queue-managing system (102) can optionally call (409) the cell phone (302) using the Caller ID number previously received (401) or an alternate number entered by the caller.
  • the queue-managing system (102) sends an automated voice message (410) notifying the cell phone (302) user the information regarding the status of the virtual queue. The person can then disconnect the call (411).
  • Another embodiment of the individual-end device communicates with the queue- managing system (102) through an electronic button connected to the Internet or another communications network (318).
  • Each button can be associated to a location (e.g., a user's table or desk) or a user, and the button can alert the queue management system with when and who needs service.
  • Such buttons can also convey the type of service needed through multiple buttons or controls.
  • Another embodiment of the individual-end device (106) is a computer (502) or some similar electronic device having an internet connection, and a web browser or an application or an instant messaging client. Communications between the individual computer (502) and the queue-managing system (102) can go though wired or wireless internet connection.
  • An embodiment of the communication between the individual computer (502) and the queue-managing system (102) can be a web-based interface (504).
  • the individual uses a web browser and opens up the webpage (504) provided by the queue-managing system (102).
  • the individual inputs an individual identification number, the virtual queue identification number, a request and other relevant information.
  • the individual then submits such information through the web browser to the queue-managing system (102).
  • the queue-managing system (102) processes the information, updates the virtual queue, and responds accordingly through an updated webpage (407).
  • Another embodiment of the communication between the individual computer (502) and the queue-managing system (102) is instant messaging (508).
  • the individual opens an instant- message client and initiates a chat with the queue -managing system (102).
  • the queue-managing system (102) may send a message to the individual for his identification number (510), or use his instant message identification (IM ID).
  • the individual may then respond with his identification number (e.g., his phone number) (511), or simply use his IM ID.
  • the queue-managing system (102) asks for the virtual queue identification string (512).
  • the individual responds (or initiates the interaction) with the virtual queue identification string (513).
  • the queue- managing system (102) asks what the individual wants to do (514).
  • the individual is assumed to want to join the queue when he sends the queue identification string.
  • the individual sends a code for his request (e.g., J for joining the virtual queue).
  • the individual responds with his request, for example, the current wait time (515).
  • the queue-managing system (102) processes the request, updates the virtual queue, and responds accordingly (516). At this point, the individual can stop the chat or send another request to the queue-managing system (102).
  • Another embodiment of the communication between the individual computer (502) and the queue-managing system (102) is by way of a computer application (app) running on a standard computer, a tablet, a phone or any device.
  • a computer application running on a standard computer, a tablet, a phone or any device.
  • Another embodiment of the communication between the individual computer (502) and the queue-managing system (102) is by way of speech recognition by a computer of speech by the user.
  • FIGURE 6 Another embodiment of the individual-end device (106) is a kiosk electronic device (602), shown in FIGURE 6, that communicates with the queue-managing system (102) through wired or wireless internet connection or a dedicated data connection.
  • An example of the kiosk uses a touch-panel and a display. The individual can enter his individual identification number, select the virtual queue he/she wants to join and complete his request. He can also enter any other relevant information by following the prompts on the screen and touching the screen (604).
  • the kiosk sends all the information to the queue-managing system (102).
  • the queue-managing system (102) processes the request, updates the virtual queue, and sends notifications or information to the kiosk (602) or another individual-end device, for example, a cell phone (302).
  • An individual can send many types of requests to the queue-managing system (102) via an individual-end device (106).
  • An individual who wants to join a virtual queue can send a request to join a particular virtual queue via the individual-end device (106).
  • An individual can select the form of communication the queue-managing system uses to notify him, including SMS messages and phone calls via the individual-end device (106).
  • An individual who wants to join multiple virtual queues can send a request to join multiple virtual queues via the individual-end device (106).
  • An individual who wants to join a virtual queue can send additional information along with a request to join a virtual queue to accommodate specific needs (e.g., wheelchairs, high chairs, language requirements, preference for particular service agents, etc.) via the individual- end device (106).
  • the queue- managing system can be further configured such that the individual with the specific need is summoned only when the entity's staff having the specifically needed skill is available.
  • the individual can only speak Spanish, then that individual is summoned only when an entity's Spanish speaking staff member is available; or if the individual is handicapped, then that individual is only summoned when a wheelchair-accessible service window is available.
  • An individual who wants to join a virtual queue can purchase a right of priority that places the individual in a particular position or some other position in a particular virtual queue or multiple virtual queues via the individual-end device (106).
  • An individual who wants to join a virtual queue can send requests for updated information regarding a particular virtual queue, such as current position in the queue, current wait time, etc, via the individual-end device (106).
  • An individual who wants to join a virtual queue may reserve a particular position in a particular virtual queue at a specific time, via the individual-end device (106).
  • An individual who has obtained a position in a virtual queue can send a request to swap positions with another individual who has also obtained a position in the virtual queue via the individual-end device (106). Such swap can involve one individual paying the other individual to swap positions.
  • An individual who has obtained a position in a virtual queue can send requests for updated information regarding a particular virtual queue, such as average wait time, current position in the queue, current wait time, etc, via the individual-end device (106).
  • An individual who has obtained a position in a virtual queue can send a request to stay at a particular position in the virtual queue for a prolonged time via the individual-end device (106).
  • An individual who has obtained a position in a virtual queue can send a request to abandon his position in the virtual queue and therefore leave the queue via the individual-end device (106).
  • An individual who has left a particular virtual queue or whose turn expired after reaching the front of the queue can send a request to rejoin the virtual queue, within a certain period of time after expiration, in a position near where the individual left the queue via the individual-end device (106).
  • An individual can be provided a custom vanity toll-free phone number to send requests to the queue-managing system (102).
  • An individual can request for a first available position in multiple virtual queues within a single entity or across multiple entities. Under a first- available-queue mode, the individual will be assigned to multiple virtual queues within an entity or multiple queues across entities.
  • the queue -managing system (102) When the individual reaches the front of one of the multiple queues, the queue -managing system (102) will automatically summon the individual to that particular queue and remove the individual from the other queues. Under the first-available- queue mode as well as under other modes, an individual may send requests for more time via the individual-end device (106), and the queue-managing system (102) will automatically add more time to each position the individual has obtained in multiple queues.
  • the queue -managing system (102) can send several types of notifications to the individual-end device (106) to respond an individual's request or to inform the individual an updated status of the virtual queue.
  • the queue -managing system (102) can send an updated status of a particular virtual queue to the individual-end device (106), automatically, periodically, or in response to an individual or an entity's request.
  • the queue-managing system (102) can automatically send updated status of a particular virtual queue to the individual-end device (106) when certain types of changes occur in the virtual queue, such as a significant decrease or increase in wait time. If the notification requires a reply by the individual, the queue-managing system (102) can periodically resend a notification to the individual-end device (106) until the individual responds.
  • the queue-managing system (102) can periodically resend a notification to multiple individual-end devices (106) in different forms of communication (e.g., text messaging, phone call, instant messaging, web pages, etc.) until the individual responds.
  • the queue -managing system (102) may send updated status of a particular virtual queue to the individual-end device (106) when the entity managing the actual queue enters new information or modifies the actual queue.
  • the queue-managing system (102) may send summons notifications along with additional information, including assigned table, room number, store location, counter, etc, to the individual-end device.
  • the queue-managing system (102) can send different types or levels of notifications to the individual-end device (106) according to the individual's position in the virtual queue (e.g., far from the front, near the front, at the front of the virtual queue).
  • the queue- managing system (102) can send a notification to the individual-end device (106) to inform the individual of this change and the reason why he is moved to another queue.
  • the party can specify multiple individual- end devices, and the queue-managing system (102) can receive requests from and send notifications or responses to each of the specified individual-end devices.
  • the queue-managing system (102) can send a confirmation notification to the individual- end device (106) in response to the individual's request of reservation.
  • the queue-managing system (102) can send a notification and an updated status of the virtual queue to the individual-end device (106) within a certain period, for example, if the wait time forecast decreases significantly.
  • An embodiment of the entity-end device (110) is a computer (702), shown in FIGURE 7, or some similar electronic device that has an internet or cellular connection. Communications between the entity computer (702) and the queue-managing system (102) can go though the internet connection, wired or wireless.
  • a further embodiment of the entity-end device is a computer or some similar electronic device that has an internet connection and a non-physical-keyboard input interface, such as a touch panel.
  • a further embodiment of the entity-end device is a computer or some similar electronic device that has Internet connection and sensors monitoring the status of the actual queue.
  • An example of the sensor is a door sensor. When an individual passes through a door and is served, the sensor sends notification back to the queue-managing system (102) and the queue-managing system (102) updates and processes the virtual queue accordingly.
  • An embodiment of the communication between the entity computer (702) and the queue- managing system (102) is a web-based interface (704).
  • the entity uses a generic web browser and opens up a webpage (704) provided by the queue-managing system (102).
  • the entity can input the information about the status of the actual queue thorough the webpage (704).
  • the queue-managing system (102) processes the information, updates the virtual queue, and responds accordingly through an updated webpage.
  • Another embodiment of the communication between the entity computer (702) and the queue-managing system (102) is a third-party application that uses a set of web application programming interfaces (API) to communicate with the queue -managing system.
  • An example of the third-party application is a common cash register program.
  • FIGURE 7 Another embodiment of the entity-end device (110) is a customer-facing monitor (706), shown in FIGURE 7, or some similar electronic device that has an internet connection. Communications between the customer-facing monitor (706) and the queue-managing system (102) goes though the internet connection, wired or wireless. The customer-facing monitor automatically and periodically receives data from the queue-managing system (102) and notifies individuals both visually and audibly. An example of such notifications is displaying the individual being served and the individuals that will be served next. Another example of such notification is playing audible messages (708) to summon the individual in the front of the virtual queue.
  • Another embodiment of the entity-end device (110) can be a fax machine (710), shown in FIGURE 7, or some similar electronic device that is capable of faxing. Communications between the fax machine (710) and the queue-managing system (102) goes through a telephone line. The entity may obtain information about the status of the virtual queue via the fax machine (710), including a list of individuals enlisted in the queue. The fax machine may serve as a backup communication in case of internet connectivity problems.
  • entity-end device (110) integrates with the private branch exchange (PBX) system to intercept callers that simply want to join the virtual queues.
  • PBX private branch exchange
  • entity-end device (110) can be a phone, which can be configured to send text messages to have the queue management system, for example, summon the next individual-end device.
  • An entity may perform multiple types of operations on the virtual queue via an entity-end device (110).
  • An entity may search individuals enlisted in the virtual queue based on a set of criteria via an entity-end device (110).
  • An entity may add call-ahead individuals into the virtual queue via an entity-end device (110), who can be skipped once they get to the front of the queue, until they are marked as arrived.
  • An entity may summon an individual out of the queue through the one-click interface on an entity-end device (110). Individuals can be summoned in any order desired by the entity, for example, a first come first serve order, or in any order so-determined by the entity (e.g., an entity can summon any individual out of order).
  • An entity may manually enable or disable a virtual queue via an entity-end device (110).
  • entities may request to join the virtual queue via an individual-end device (106).
  • no individual may join the virtual queue via an individual-end device (106).
  • An entity may input forecast wait or other information relevant to the virtual queue via an entity-end device (110) and the queue-managing system (102) will send notifications of such updates to individual-end devices (106).
  • An entity may choose to automatically have the queue management system notify every individual-end user behind a particular user of a change in a forecast.
  • the queue management can automatically compute how each subsequent end-user's wait forecast changes after a manual change is introduced for one individual-end user's forecast.
  • An entity may move an individual from one virtual queue to another via an entity-end device (110).
  • An entity may obtain lists of individuals in multiple virtual queues via an entity-end device (110).
  • An entity may obtain the immediate history of a particular individual in a virtual queue via an entity-end device (110).
  • An entity may obtain analysis reports of individual behaviors in a single virtual queue, or across multiple virtual queues via an entity-end device (110).
  • the analysis reports may be displayed on the entity-end device (110), exported to files in different formats (e.g. spreadsheets), or exported to a local database.
  • An entity may view individuals' actions in real time through a graphical interface on an entity-end device (110).
  • An embodiment of the queue-managing system (102) is a computer that is capable of receiving and sending information through text messaging, instant messaging, web pages, fax, and/or an IVR system.
  • the queue-managing system (102) stores virtual queue data and updates them according to information or request from entities or individuals.
  • the queue-managing system (102) also sends information or notifications to entity-end (110) or individual-end (106) devices automatically or in response to request from entity-end (110) or individual-end (106) devices.
  • the queue-managing system (102) can build a database of individual phone numbers.
  • the queue-managing system (102) can protect customer privacy by sending only partial phone numbers to the entities.
  • the queue-managing system (102) may keep names and/or notes about individuals across entries in multiple queues.
  • the queue -managing system (102) may direct individuals to specific locations when summoned (window numbers, dining rooms, etc.).
  • the queue-managing system (102) may give employees of the entity specific restricted access through role-based privileges to simplify their user interfaces.
  • the queue-managing system (102) can maintain a fixed-size summoned customer pipeline by automatically summoning one customer every time another customer is marked as arrived.
  • the queue-managing system (102) can automatically roll individuals in a virtual queue from one day to the next. When an individual is being served at another actual queue, the queue- managing system (102) will not summon him to another queue.
  • the queue-managing system (102) may consider travel time between actual queues and adjust travel time based on an individual's past speed.
  • the queue-managing system (102) may change available queue options dynamically based on individual party size and special needs.
  • the queue-managing system (102) can move individuals from one queue to another automatically at a scheduled time.
  • the queue-managing system (102) can support classifiers in an auto-summon-by-list-size mode such that individuals can be automatically summoned based on a specific classifier.
  • Classifiers are attributes of a party or individual.
  • the queue-managing system (102) may recognize an individual's phone number through caller ID and automatically place the individual in the virtual queue, thus eliminating individuals from having to input their phone numbers.
  • the queue-managing system (102) can have a local backup copy of the system database at the entity-end device (110) in case of internet breakdowns.
  • the queue-managing system (102) can automatically advance the virtual queue and summon the next individual at the front of the virtual queue at a specified rate, or in response to an event, such as a summoned person leaving the queue, their turn expiring after a predefined interval of time, a summoned person pushing themselves back, etc.
  • the queue-managing system (102) can automatically, periodically, or in response to the individual's or an entity's request, calculate and send notifications of forecast wait time to individual-end devices (106). When the actual real-time forecasted wait time becomes less than a specified value (which can vary by the entity and by the individual), the queue-managing system (102) sends notification to individual- end devices (106).
  • the queue-managing system (102) can automatically summon the next party if the first summoned party does not show up.
  • the queue-managing system (102) can close or disable virtual queues automatically based on capacity or when closing time approaches.
  • the queue -managing system (102) may track individual party sizes.
  • the queue-managing system (102) also provides a dynamically-adaptive schedule mode. In such mode, an individual can request for a position in a queue around a desired time. When the scheduled time approaches and the individual or the entity is not available, the queue-managing system will automatically expire or postpone the individual's position in the virtual queue and call upon the next available individual.
  • the queue-managing system can automatically assign an individual to another virtual queue when requested by the individual to join a particular queue, or after the individual is summoned and served, according to a set of rules.
  • the queue- managing system (102) can automatically and periodically search the Internet for messages from Internet users who might be complaining about waiting in line (801), or writing about any particular topic, or mentioning any of a set of strings.
  • the queue-managing system (102) finds such messages, the system can automatically respond to their messages, for example by introducing the queue-managing system (102) of the present disclosure.
  • the queue-managing system (102) can periodically search TWITTER® pages for users posting messages with complaints regarding waiting in line.
  • the queue-managing system (102) finds a user who might be complaining about waiting in line, the queue-managing system (102) uses a TWITTER® account to "follow" (803) that user and further informs (805) that user of the queue-managing system (102) of the present disclosure.
  • the TWITTER® account can contain information and links to direct an interested person to a website containing further information about the electronic queuing system of the present disclosure.
  • the system can also be configured to identify a corresponding email or social network account, (e.g. for the institution where the queue complain was about), and notify them of their customer's complaint and a possible solution.
  • the queue-managing system (102) posts a message in response to the user's complaint.
  • the response contains information regarding the electronic queuing system of the present disclosure.
  • the queue-managing system (102) can search the internet for specific messages and respond to them according to a set of rules.
  • the set of rules can be defined to direct interested persons to websites related to the electronic queuing system of the present disclosure.
  • the queue -managing system (102) lets individuals post a message on a social network to indicate that they are joining a queue, with a link allowing their friends or followers to join them.
  • the link allows their friends to join the queue at the same position as the poster, expanding the party size accordingly.
  • the queue-managing system (102) can automatically and periodically send advertisement messages to an individual-end device (106) according to a set of rules for a person already in a queue.
  • the set of rules can be defined such that the advertisement messages depend on the end device user's estimated wait time as shown in FIGURE 9. For example, when a person has an estimated wait time less of than 15 minutes (901), the person may not be interested in activities of extended duration such as sitting down for a meal.
  • the queue-managing system (102) can send advertisement messages, for example, regarding a quick coffee or refreshment.
  • the advertisement messages can advertise for retail stores in the nearby vicinity that a customer can quickly attend and return within the estimated wait time.
  • Ads can also take into account the previous history of the user and what establishments he/she has queued for, as well as the location corresponding to their phone number, the frequency of visits to each establishment, the time since their last visit, and more.
  • the queue-managing system (102) may send advertisement message about fast- food restaurants, light rails, etc.
  • the person may be able to drive, but the driving time/distance should be short (e.g., less than 5- minute drive).
  • the queue-managing system (102) can send the person advertisement messages concerning involved experiences, such as sit-down restaurants, car dealerships, etc. The person would have sufficient time to go further, thus the advertisement message may cover a targeted interest retailer.
  • frequency in which the entity-end device (110) displays advertisement messages can depend on the length of the queue. For example, on a busy day with a long queue, the entity-end device (106) can cycle through advertisement messages at a faster rate. On a less busy day with a short queue, the entity-end device (106) can cycle through advertisement messages at a slower rate. Charges for to an advertiser for advertisement messages can also depend on the queue-length. For example, advertisement messages for a long queue can be more expensive than those for a short queue due to the amount of users that may be exposed to such advertisement messages.
  • the embodiments of the queuing system of the present disclosure can be used by hotel management in a hotel room availability notification system.
  • Hotels typically have a fixed earliest check-in time for arriving guests. This is to ensure previous guests that were occupying the hotel rooms have checked-out and that the hotel staff has had time to clean and prepare those rooms for the next guests.
  • such fixed earliest check-in times could be made dynamic and updated on a real-time basis so that arriving guests can possibly check-in earlier if their rooms are available, or not have to show up until later if their rooms will be delayed.
  • the system can thus minimize the hotel staff manpower needed by reducing peak attendance.
  • an exemplary process can comprise a sequence of events as follows.
  • a guest anticipating to arrive at a hotel can send an SMS text message to the hotel's queue-managing system anticipating their arrival.
  • the queue-managing system can reply back to the arriving guest asking them to respond via SMS text message with identifying information such as their name, confirmation number or a rewards membership number (unless this information was sent in the first text message or communication by the guest).
  • the guest can then reply with such information and a hotel staff will see that an arriving guest will be checking in soon.
  • the hotel staff or hotel management system will determine the type of room (e.g., king suite, non-smoking, presidential suite, standard room, etc.) the guest should be check-in to.
  • the queue-managing system can reply back to the guest to ask them to provide their estimated time of arrival (ETA). It is optional for the guest to provide this information but ETA information will assist the queue-managing system to place them in appropriate precedence in the virtual queue as they wait for their hotel rooms. If ETA information is not provided by the guest, the guest will be placed in the next available place in the virtual queue and their room may be prepared immediately. At this point, the queue-managing system can send another SMS text message to the guest with confirmation of the room type assigned, their estimated wait time or personalized check-in time, and optionally a phone number where the guest can call to make any last minute changes and/or corrections to the reservation.
  • ETA estimated time of arrival
  • Room availability status is updated by the hotel staff once the previous guests have checked-out and the room is cleaned. Once the room is marked as being available and ready for the next guest, the queue-managing system can send another SMS text message to the arriving guest to inform them that their room is ready. In cases where the wait time exceeds a specified amount of time, the queue-managing system can send wait-time updates via further SMS text messages. When the guest physically arrives at the hotel, the guest can pick up their room key at their convenience. [0068] In yet a further example of the embodiments of the present disclosure, an individual can bid for preferred positions in the virtual queue.
  • the individual When the individual joins a virtual queue by one of the methods described in the present disclosure, the individual is provided an opportunity to purchase a better (e.g., closer to front of the line) position in the virtual queue.
  • the process starts with the purchaser offering to pay a certain amount of money for the better position.
  • the queue- managing system relays this offer to an individual who is in the front of the line in the virtual queue if they are interested in selling their position for a specified price. If the individual at the front of the line is willing to sell their position for the offered price, the queue-managing system will ask the purchaser to confirm the bid. If the person at the front of the line declines, the next person in line is offered to sell their position.
  • either the purchaser's cell phone bill can be charged for the offered price or the purchaser's credit account.
  • the seller can either receive credit to their cell phone bill or receive credit to their credit account.
  • the bidding system can generate revenue to both the seller, the merchant using the queuing system, and the queuing system provider.
  • the seller does not receive the entire amount of the purchaser's bid. Instead, a portion of the purchasing price can be provided to the merchant and another portion can be provided to the queuing system provider. Finally, the seller receives the remaining portion of the purchaser's bid price.
  • Such method of dividing the revenue can potentially allow the merchant to obtain the queuing system either at a reduced cost or for free since the queuing system provider can generate revenue through the bidding method.
  • implementing the bidding method can attract individuals to the virtual queue for the sole purpose of selling their positions in the virtual queue.
  • the queue-managing system can be designed to ensure 'no- shows' are not allowed to participate in the bidding process. However, they might still be allowed to join their virtual queue for their own use.
  • repeated no-shows might be penalized in their position in the queue to discourage repeated no-shows.
  • priority or expedited service may be provided to a class of users.
  • a dynamic reservation can be used in conjunction with the queuing system.
  • individuals can make a reservation time for a particular event (e.g., entrance to a museum, restaurant, etc.) by communicating with the queue-managing system, for example by way of either a cell phone or printing a physical ticket either online from home or an on-site kiosk.
  • the event can also accept individuals who 'walk-in' without reservation.
  • individuals with reservations and the walk-ins can be integrated with the individuals in the virtual queue so that a certain amount of each group can be admitted.
  • the specific amount to be admitted can change depending on a number of reservations made that day. For example, on days when less reservation are made, more walk-in can be admitted, and vice versa, thus maximizing total throughput of the number of guests.
  • the joint queue-managing system and dynamic reservation system when a reservation time for an individual is delayed, the individual can be informed of the delay and the expected delay time prior to the individual's arrival, thus minimizing inconvenience. Conversely, if the individual who made the reservation is delayed and cannot arrive at the previously assigned time, then the individual can inform the queue-managing system to request additional time.
  • the joint queue-managing system and the dynamic reservation system can coordinate the changes in real-time to keep the flow of traffic moving, thus maximizing throughput. By keeping track of the actual times and lengths of appointments, the dynamic reservation system can maximize throughput while minimizing wait times by notifying users when they are actually likely to be served rather than using fixed-length fixed-time appointments.
  • the queue-managing system can be configured to dynamically and adaptively manage appointments for a specific time/date (e.g., Tuesday at 3pm) for a given customer.
  • a specific time/date e.g., Tuesday at 3pm
  • the queue- managing system can be configured to automatically adjust the appointment times according to the order of booked appointment times.
  • the queue-managing system can be configured to manage a combination of a virtual queue and appointment times of variable lengths in a dynamic and adaptive manner.
  • users provide their availability (for example via access to their online calendar, or as a start and end times for availability), and the system gives them a service time in an available period.
  • the system is able to adjust based on real time delays and timing to minimize wait times when users show up.
  • the queue-managing system can be used at social gathering events for two or more people to coordinate their meeting at the event. For example, a first person wants to meet with a second person at a particular event. However, the first person and/or the second person may not necessarily know their schedule at the event, and therefore are unable to schedule a specific meeting time and/or location.
  • the queue-managing system of the present disclosure can be used to assist in arranging their meeting by using their cell phones. For example, when the first person is available to meet, the first person can send a text message to the queue-managing system to inform the virtual queue that he is now available. The second person can then be notified by the queue-managing system that the first person is available.
  • the queue-managing system can inform both persons that they can now meet.
  • the system preserves the privacy of each user's mobile phone number while allowing real-time communication between the parties. Multiple users interested in meeting a person can join a virtual queue for that person and get summoned sequentially as the person in question is ready to meet them.
  • the queue- managing system can assist them in finding each other.
  • the meeting location can be pre-arranged such that when they are ready to meet, the first person and the second person goes to the pre-arranged location.
  • the first person or the second person notifies the queue-managing system through their cell phones, they can enter a desired or a suggested meeting location.
  • At least the first person can have a portable global positioning system (GPS) device (e.g., a cell phone embedded with a GPS), such that the queue-managing system is able to determine the location of the first person according to information obtained from the GPS of the first person and inform the second person the location of the first person.
  • GPS global positioning system
  • the second person can find the first person according to the information provided on his cell phone from the queue-managing system.
  • a smartphone or computer application can direct each person to one another with directions using location information about each user in real-time and mapping data.
  • the queue-managing system can be utilized in a live or virtual Question and Answer (Q and A) session wherein a speaker is answering questions asked by a group of attendees.
  • Q and A a live or virtual Question and Answer
  • the attendees can submit their question by sending a text message with their question from their cell phones to the queue-managing system.
  • a display e.g., projector
  • the questions can be shown in the display for the other attendees to see.
  • the attendees can vote for the questions they like by sending a text message to the queue -managing system with the designated code for a particular question.
  • a set of rules can be applied to the queue-managing system such that, for example, the question that has the most votes are given higher priority to be addressed by the speaker. Such rules can be applied in real-time as the Q and A session is taking place.
  • the queue-managing system can be implemented to be used with call centers.
  • call centers can receive more calls than that can be answered by the number of personnel that are available to answer such calls at the call center.
  • the callers can be placed in a virtual queue.
  • the callers can join the virtual queue by way of example, calling the call center, sending a text message, or online via the internet. By joining the virtual queue, the caller is able to hang up the phone and still maintain position in the queue.
  • his status e.g., expected wait time and/or order in the virtual queue
  • the caller receives a phone call which connects the caller with a live person at the call center.
  • the system can require the person who placed the call to respond (e.g., pressing a button) before the call is connected to the attendant to avoid unnecessary waits. If the person who placed the call is not available to take the call at that time, the system can be configured to make a call-back, or the person can push him or herself back in the virtual queue any desired period of time, as outlined above.
  • a customer loyalty program can be implemented in the queue-managing system.
  • the queue-managing system can be configured to send a message (e.g., an SMS text message) to the customer once they have used the virtual queuing system more than a preset amount of times.
  • a message e.g., an SMS text message
  • Such message can contain a cardless reward such as a mobile coupon.
  • the queue-management system can be configured to send reminder messages with the remaining number of times that the customer needs to use the virtual queuing system before they earn their next reward.
  • the present disclosure is directed to facilitating the process of having people wait in line for an event or service. More in particular, this disclosure is directed to methods and systems of using existing cell phone technology to allow people to enter a virtual queue and receive notification via text messaging when they are near the front of the virtual queue.
  • Queues are an old and outdated system to apportion goods or services in limited supply to demand that is at times larger than supply. Why do queues work at all? Why don't they grow forever? They exploit two principles: first, they smooth demand across time, by moving it from peak times to other times. Second, they create a negative feedback loop, reducing demand during peak times by raising the cost (in wait time) of service in proportion to current demand, making it increasingly unattractive for customers to join the queue as it grows longer. But queues which force customers to stand in line suffer from multiple problems. First, they waste people's time which could be better spent. Second, they discourage transfer of demand from a long queue to a shorter one, by failing to provide information on the length of other queues.
  • U.S. Patent 6,529,786 to Sim (hereafter "Sim") describes a queue management system which comprises a plurality of portable modules, at least one docking station, a queue manager, signal transmitting means, at least one module detector and a communication APPENDIX A means.
  • Each portable module includes a memory means containing a unique identification code, an indicator means, transmitter means for transmitting the identification code over a short range, and docking means for downloading the identification code.
  • the docking station registers the person in a queue by downloading the identification code for the portable module when docked.
  • the queue manager maintains the queue sequence for each queue and includes a communication means for receiving the downloaded code.
  • the signal transmitting means is associated with the queue manager for transmitting the signals to each portable module to instruct the person carrying the portable module to join the queue.
  • the module detector detects transmitted identification codes from any portable module in its vicinity.
  • the module detector is arranged at the queue to detect when the person carrying the portable module joins the queue.
  • the communication means is arranged between the queue manager and the module detector to communicate any detected identification code to the queue manager.
  • U.S. Patent 6,748,364 to Waytena et al. (hereafter "Waytena”) describes a system and method for assigning and managing patron reservations to one or more of a plurality of attractions receive reservation requests at personal communication devices (PCDs). Reservation requests are transmitted to a computer associated with the selected attraction, which determines a proposed reservation time based on information describing the attraction, the patron, previously-made reservations maintained in a virtual queue, and the current state of a physical queue associated with the attraction. Proposed reservation time is transmitted to the PCD for confirmation or rejection by the patron. Confirmed reservations are entered in the virtual queue. Patrons are alerted by the PCD when their reservation time is approaching. Like Sim above, the system of Waytena appears to require the people wishing to join the queue to possess specially adapted personal communication devices.
  • PCDs personal communication devices
  • U.S. Patent 6,845,361 to Dowling (hereafter "Dowling") describes a method and a system are provided for maintaining a virtual-wait queue that controls access by customers to a physical resource such as a restaurant table.
  • the method and system are especially adapted for use by customers operating Internet-enabled wireless devices.
  • the system operates by maintaining a virtual-wait queue data structure capable of storing a plurality of entries. Each entry is representative of a customer.
  • the system accepts an instruction from a premises I/O device indicating to either add or delete an entry to the data structure.
  • the system also accepts an instruction from a network connection to either add or delete the remote customer into or from the virtual wait queue.
  • the virtual wait queue system indicates to the remote customer the estimated time left in the queue, freeing the customer from the need to wait in line. While the wireless devices of Dowling do not have to be specially adapted (as they were in Sim or Waytena), they do appear to need to be Internet-enabled, which is not yet a ubiquitous feature for cell phones.
  • U.S. Patent 6,889,098 to Laval (hereafter "Laval") describes a method and system for managing admission to an attraction.
  • the system comprises a first queue by which customers may access the attraction by waiting in line and a second queue by which customers may access the attraction in a manner which avoids the first queue.
  • the system includes a first validator for validating an entitlement of a customer to receive an assigned time in the future for accessing the attraction via the second queue, a media distributor for distributing a media to an entitled customer, the media including the assigned time at which the entitled customer is entitled to access the attraction in the future, and a second validator for validating the entitled customer access to the attraction at the time provided on the media.
  • a customer may access an attraction in a manner which avoids standing in a first waiting line by verifying entitlement to utilize a second queue, obtaining a pass entitling the customer to access the attraction at a future time, and returning to the attraction at the future time and gaining access with the pass.
  • the customer may leave the vicinity of the attraction between when the pass is issued and the future time at which the customer is entitled to access to the attraction.
  • the APPENDIX A method and system of Laval appears to require the distribution of physical passes with a then-determined access time.
  • Hale et al. U.S. Patent 7,047,205 to Hale et al. (hereafter "Hale") describes a method and system for the loading of patrons at multiple attractions at an entertainment includes the first-in first- out line and a priority based line.
  • a cellular telephone is used to obtain and claim priority status.
  • different priorities are established based on where, when and the number of priority spaces required.
  • Different hierarchies are established for computer controlling the different lines for multiple attractions in the entertainment environment.
  • the system and method also provide for moving people from an area of concentration to other locations.
  • the Hale system and method appears to determine the time of event access at the point at which the patron requests entry into the queue. If the queue rate changes after that point, the patron's entry time is not changed unless they re-enter the queue.
  • One object of the disclosed method and system is to allow people to enter a long queue for an event without having to physically stand in a line for a long time.
  • the system allows people to access the queue via a common cell phone or similar device with SMS text messaging capability, a common feature for cell phones today, or a similar messaging system, such as instant messaging or text messaging via a phone widget (software application for a cell phone) - collectively referred to in this disclosure as simply "text messaging".
  • the queue can also be entered via a computer interface, such as a web site interface, a computerized touch-screen kiosk user interface, or a computer interface run by an attendant.
  • the person is set in a virtual queue - a queue that is established in a database and that tracks the movement of the actual queue.
  • the system notifies the person via text messaging to return to the actual queue for entry to the event.
  • the queue management system can be composed of one or more of the following: APPENDIX A ) Each queue is assigned a queue or event number, which can be displayed prominently at the location as well as other places, together with a telephone number to call to enter a queue (e.g. a 1-800 number).
  • a person who wishes to enter the queue (“stand in line”) can send a Short Message Service text message to the corresponding telephone number.
  • the text message contains the event number (in the case of a phone call, the event number is dialed in using a touchtone phone).
  • Caller ID identification of the person's cell phone number sent with the call
  • the phone number can be included in the text message, such as placing the number in the "From” field or separating the phone number from the event number by using the Subject for one and the text for the other.
  • Events may choose to rent out cell phones to people who do not have one.
  • the person can request entry into the queue via a web page or kiosk interface, typing in their cell phone number that will receive notification later.
  • the person could enter the queue over the phone via a voice recognition system.
  • the person could text message via instant messaging or some other multimedia messaging system.
  • the system knows the carrying capacity of the event and the current status of the queue. For example:
  • the event uses a device that transmits to the system every time a space becomes available (i.e. that monitors the movement of the actual queue). For instance, a turnstile connected to a device that sends a signal to the system every time a person goes by can be used to allow the queuing system to count the number of people entering and/or exiting an event or location.
  • Other possible devices include motion sensors, intelligent vision systems, and pressure plates.
  • an event employee could transmit the information via a push-button system or the like.
  • the event owner can notify the system that a number of spaces have become available by sending a text message or phone call with a code that identifies APPENDIX A
  • the system could allow entrance automatically at a pre-determined rate.
  • Issuing tickets for the event could be perform contemporaneously with allowing entrance, or could be occur when the people enter the queue.
  • This information is used by the system to allocate spaces on a first-come first-served basis.
  • N can be preset by the event owner, or set by default, or set by the user via a text message (e.g. with a line in the text message that specifies N minutes).
  • multiple notifications may be sent at different intervals before the estimated availability of space.
  • Scheduler for a theme park or other set of events such that a user can list all the attractions they want to go to, optionally with information on priority of each, and the scheduler computes an optimal schedule for them, then informs them of where to go at each time through a text message or automated phone call.
  • the scheduler can automatically adjust the schedule for the remainder of the day.
  • the virtual queue can be integrated with an actual queue, where preference is given to the person who is in the virtual queue and is scheduled to enter at that time.
  • a further embodiment includes the ability for people to buy and sell positions in the virtual queue. For example, a person can indicate in the text message that they are willing to sell their position in the queue.
  • the queue system displays, for example at a kiosk or web page, the available queue positions and their prices.
  • the prices can be automatically generated by the system based on popularity of the event and the position's estimated time to entrance, or the price can be set by the person selling the position.
  • Another person can then purchase the position via an e-commerce transaction and enter their own cell phone number or text messaging address to take their place in the queue.
  • the advantages of maintaining a virtual queue include the ability to generate reports on data such as customer return rates (tracked by phone numbers), average wait time, maximum wait time, number of entries into the queue at various times/days, and the like.
  • the system could include advertising in the text messages.
  • a more sophisticated system could target the advertising based on the location of the event and past queues the person has joined.
  • the system could be used to manage the queues found at banks, amusement parks, security checkpoints, airport/bus/train terminals, pharmacies, retail stores, customer service desks, auto repair shops, hair salons, etc. Any situation that requires people waiting for service could benefit.
  • the system could be modified to automatically integrate reservations into the system with people standing in a physical queue. For example, a person sends a message to join a virtual queue at 7:50PM with a 15 minute wait. Normally, this would allow the person to enter at 8:05PM. But if someone else has a conventional reservation at 8PM, they would have priority over the person in the virtual queue.
  • a method for queuing an event or service comprising the acts (steps) of: establishing a virtual queue on a computer system that corresponds to an actual queue; receiving data from a person who wants to enter the actual queue; automatically adding the person to the virtual queue, wherein the person is given a position in the virtual queue; advancing the virtual queue as the actual queue advances; and notifying the person by a text message when they reach a specified position in the virtual queue
  • a system for managing a queue for an event or service comprising: a computer server adapted to be a queue system; a database accessible by the queue system; and one or more cell receivers driven APPENDIX A by the queue system and accessible by a cellular network, wherein the one or more cell receivers are capable of sending and/or receiving text messages.
  • Figure 1 depicts a customer using a cell phone to send a text message to the queue system .
  • Figure 2 depicts the queue system placing the customer's identification in a queue for the requested event.
  • Figure 3 depicts the queue system generating estimated time remaining in the queue for each customer.
  • Figure 4 depicts the queue system sending a text message to the customer's cell phone when the estimated time remaining in the queue for that customer reaches a pre-set time, in this case 5 minutes.
  • Figure 5 depicts how the queue system would handle queue access from a phone that does not support text messaging.
  • Figure 6 depicts how a system manager would be able to update the status of a queue using text messaging.
  • Figure 7 depicts a feature-rich system.
  • Figure 8 depicts a system diagram of an embodiment of the system.
  • Figures 1-4 show an example of the operation step by step.
  • a customer attends an event that displays and event number 101 and a phone number 102.
  • the customer uses a cell phone 103 or some similar mobile telephonic device to send a text message 104 to the queue system 105.
  • the message may contain the customer identification number of the user 110 (in this case, the phone number of the cell phone used) and the event number 101 the user wishes to queue for.
  • the queue system 105 can be a computer capable of receiving text messages as input and sending text messages as output.
  • the queue system 105 stores a list 201 of customer identification numbers, such as their cell phone numbers, for each event identifier 101.
  • the list 201 is typically ordered first-come, first-served, but the order can be changed to meet the requirements of the people scheduling the event.
  • the list forms the virtual queue.
  • the queue system 105 then estimates the time remaining in the virtual queue for each customer identification number 110. When the estimated time remaining 301 in the queue reaches a pre-designated number, such as 5 minutes, the queue system 105 sends a notification, typically a text message 401, to the customer's cell phone 103 alerting them to prepare to attend the event. The person is then allowed to attend the event by way of a special entrance established for people who waited in the virtual queue.
  • FIG 5 shows one way in which the system could interact with cell phones that do not support text messaging.
  • the cell phone 103 calls 501 the queue system 105.
  • the cell phone 103 is identified to the queue system 501 by the Caller ID information contained in the call 501.
  • the queue system 105 sends a pre-recorded voice message 502 to prompt for the input of the event number.
  • the event number is then keyed in 503 by the cell phone 103.
  • the queue system 105 then confirms 504 that the event number has been keyed in 503 and the cell phone 103 can now disconnect the call 505.
  • the queue system 105 processes the queue and when the cell phone 103 user is at a point in the queue when the user should begin to prepare for the event, the queue system 105 calls 506 the cell phone 103 using the Caller ED number previously received 501. The queue system 105 sends an automated voice message 507 notifying the cell phone 103 user how much longer they have in the queue. The user can then disconnect the call 508 and proceed to the event.
  • Figure 6 shows how an event manager's telephonic device 103 (which does not need to be specialized hardware...an off-the-shelf cell phone can be used) can be used to update the queue being processed by the queue system 105.
  • the event manager (or any person with the authority to update the queue status) sends a text message 610 to the queue system 105.
  • the message 610 contains at least three pieces of information. One, the message identifies the queue identifier 101 of the queue to be modified. Two, the message contains an authorization code 601 that identifies the sender of the message as having the right to modify the queue. Three, the message indicates what quantity of resources have become available for the queue 602, so the queue system 105 can advance the queue.
  • the message could contain the identification number 620 of the manager making the request, typically in the form of the sender's phone number. This could be used to either add an additional level of security to the system by only authorizing update messages from certain identification numbers, and/or allowing the system 105 to call the event manager's device 103 to provide feedback information on the queue.
  • a queue system 105 manages the queue by creating a virtual queue. People with cell phones or text messaging devices 103- 1 to 103-N who wish to enter the queue send calls or text messages 702 to the queue system 105.
  • the queue system 105 enters the people into the virtual queue and advances said virtual queue by receiving event capacity updates via text messages 701 from a management cell phone 103-M and/or update messages 706 from an automatic counter 705 connected 704 to a device 703, such as a turnstile, that counts people entering the event.
  • FIG. 8 depicts a system diagram of an embodiment of the queue management system.
  • the queue system 105 can consist of one or more communications drivers 812 APPENDIX A
  • the cell receivers 808 can be actual cell phones adapted for use with the queue system 105. Commercial SMS gateways can also take the place of the cell receiver/transmitters 808, but are currently a more expensive option. Some cell receivers 808 can also perform as cell transmitters, while other cell receivers 808 can be dedicated receivers, depending on the expected communications traffic pattern.
  • the communications drivers (“Comm Drivers") 812 are controlled by a communications adapter 814 that interfaces the Comm Drivers 812 with the rest of the queue system 105.
  • the incoming messages are managed by a software queue 816 (not be confused with the virtual queue - this is a queue of messages to the system, not of people), such as Java Message Service (“JMS").
  • JMS Java Message Service
  • the business logic 818 reads off the messages from the software queue 816 and adjusts the virtual queue accordingly.
  • the virtual queue itself is maintained in a database 820 which can be internal or external to the queue system 105.
  • the business logic 818 also monitors the database 820 to determine if the system 105 needs to send a message via the cellular network 804 to the cell phone 103 of a customer or administrator.
  • the registration into the queue can be performed by a remote client machine 826, such as an touch-screen kiosk or registration terminal, connected to a remote server 824.
  • the remote client machine 826 can be adapted to advance the queue or otherwise manage the queue.
  • the remote server then connects to the queue system 105.
  • the connection can be a standard I/O interface 822 and can provide messages to the JMS Queues 816 for processing by the business logic unit 818.
  • a method for queuing an event or service comprising:
  • the receiving of data includes receiving a text messaging device telephone number
  • the adding the person to the virtual queue includes placing the text messaging device telephone number in the virtual queue
  • the virtual queue is stored as data on a computer
  • the advancing of the virtual queue is performed by advancing the text messaging device telephone number in the virtual queue
  • the specified position is determined by the estimated time.
  • the text message is comprised of a queue identifier, an availability metric, and an authorization code.
  • SMS Short Message Service
  • the advancing of the virtual queue includes receiving a signal by a device that monitors the advancement of the actual queue.
  • a system for managing a queue for an event or service comprising:
  • a computer server adapted to be a queue system
  • one or more cell receivers driven by the queue system and accessible by a cellular network, wherein the one or more cell receivers are capable of sending and/or receiving text messages.
  • one or more communications drivers for driving the one or more cell receivers
  • a communications adapter for controlling the one or more communications drivers
  • a business logic unit adapted for managing a virtual queue.
  • the one or more cell receivers includes a Short Message Service (SMS) gateway device.
  • SMS Short Message Service
  • the device is a turnstile adapted to send a signal to the business logic unit whenever someone goes through the turnstile.
  • the disclosure describes methods and systems of allowing people to virtually queue in a line via text messaging or mobile phone calls.
  • the person wishing to get in the line sends a text message or cell phone call to a queuing system.
  • the person can register via a computer network connection.
  • the queuing system then sends a text message back to that person when it is nearly time for them to receive the benefit of being at the front of the line.

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  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)

Abstract

La présente invention concerne des procédés et systèmes permettant, d'une part à des entités de créer des files d'attente électroniques qui correspondent à une file d'attente réelle dans un système électronique de gestion de files d'attente, et d'autre part à des individus d'entrer dans des files d'attente virtuelles en utilisant des dispositifs électroniques (par exemple, technologie du téléphone cellulaire ou technologie des communications par réseaux radio). Pour mettre à jour les files d'attente virtuelles, ce système de gestion de files d'attente se base sur de l'information provenant d'une entité. En outre, le système de gestion de files d'attente envoie à l'utilisateur des messages et des notifications portant sur l'état mis à jour des files d'attente virtuelles, et ce, périodiquement, automatiquement, ou en réaction à une demande de l'utilisateur.
PCT/US2012/041762 2011-06-09 2012-06-08 Systèmes et procédés de mise en files d'attente électroniques WO2012170958A1 (fr)

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CA2838074A CA2838074C (fr) 2011-06-09 2012-06-08 Systemes et procedes de mise en files d'attente electroniques
AU2012267473A AU2012267473B2 (en) 2011-06-09 2012-06-08 Electronic queuing systems and methods

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US13/157,254 US8831963B2 (en) 2007-03-08 2011-06-09 Electronic queuing systems and methods
US13/157,254 2011-06-09

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WO2015076683A1 (fr) 2013-11-22 2015-05-28 Atilano Philip Adrian Système et procédé polyvalents de gestion de file d'attente
WO2015183388A1 (fr) * 2014-05-30 2015-12-03 Ebay Inc. Systèmes et procédés de fourniture de services hôteliers au moyen de balises
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US11341506B2 (en) 2016-07-29 2022-05-24 ACF Technologies, Inc. Automated social media queuing system
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US10713468B2 (en) 2018-11-08 2020-07-14 International Business Machines Corporation Checking credentials using a drone
US10362459B1 (en) 2018-11-08 2019-07-23 International Business Machines Corporation Identifying the purpose and context of a line of people
US11593738B2 (en) 2019-06-14 2023-02-28 Art Processors Pty Ltd Queue management system
WO2023154768A3 (fr) * 2022-02-08 2023-10-19 Virtual Hold Technology Solutions, Llc Système et procédé de mise en file d'attente virtuelle améliorée
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AU2012267473B2 (en) 2016-11-03
AU2012267473A1 (en) 2014-01-09
CA2838074C (fr) 2019-01-15
CA2838074A1 (fr) 2012-12-13

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