WO2015076683A1 - Système et procédé polyvalents de gestion de file d'attente - Google Patents

Système et procédé polyvalents de gestion de file d'attente Download PDF

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Publication number
WO2015076683A1
WO2015076683A1 PCT/PH2014/000020 PH2014000020W WO2015076683A1 WO 2015076683 A1 WO2015076683 A1 WO 2015076683A1 PH 2014000020 W PH2014000020 W PH 2014000020W WO 2015076683 A1 WO2015076683 A1 WO 2015076683A1
Authority
WO
WIPO (PCT)
Prior art keywords
queuing
queue
versatile
management system
module
Prior art date
Application number
PCT/PH2014/000020
Other languages
English (en)
Inventor
Philip Adrian ATILANO
Sharief Mohammad Kayer ALSREE
Ken Marvin WEE
Joselle MACROHON
Original Assignee
Atilano Philip Adrian
Alsree Sharief Mohammad Kayer
Wee Ken Marvin
Macrohon Joselle
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Atilano Philip Adrian, Alsree Sharief Mohammad Kayer, Wee Ken Marvin, Macrohon Joselle filed Critical Atilano Philip Adrian
Publication of WO2015076683A1 publication Critical patent/WO2015076683A1/fr

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Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/02—Reservations, e.g. for tickets, services or events
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/10—Office automation; Time management
    • G06Q10/109—Time management, e.g. calendars, reminders, meetings or time accounting
    • G—PHYSICS
    • G07—CHECKING-DEVICES
    • G07C—TIME OR ATTENDANCE REGISTERS; REGISTERING OR INDICATING THE WORKING OF MACHINES; GENERATING RANDOM NUMBERS; VOTING OR LOTTERY APPARATUS; ARRANGEMENTS, SYSTEMS OR APPARATUS FOR CHECKING NOT PROVIDED FOR ELSEWHERE
    • G07C11/00—Arrangements, systems or apparatus for checking, e.g. the occurrence of a condition, not provided for elsewhere
    • G07C2011/04—Arrangements, systems or apparatus for checking, e.g. the occurrence of a condition, not provided for elsewhere related to queuing systems

Definitions

  • the present application relates to a system and method of employing technology products to provide customer flow and relationship management and business process efficiency solutions, but more specifically to a time-free virtual queuing management system and method which is versatile in application depending on the preferences of the client or customer.
  • PH12006000463 published on 28 April 2008 to Eric Tomacruz (PH463).
  • This application discloses a scheme for queuing remotely over a network of interconnected devices comprising, at least, of a client connection means, a wireless communication antenna, an internet, a server and a connection means of one providing the professional service.
  • the client connection means is operable to communicate with the network and to accept booking instructions from a client of the network and the server is operable to communicate with the network and to present booking requests to the service provider of the network.
  • the client connection means could be a mobile device or a call center.
  • the scheme is also provided with client software operable to communicate with the network and to accept booking instructions from the interconnected devices of the network; the said software is further operable to alert client queue status through his communication means.
  • the scheme has administration software operable to communicate with the network and to present booking requests to the service provider of the network, where the software is further operable to update queue status from the service provider data.
  • the client software and administration software are interfaced and share information to process the queue.
  • the server also provides an estimated queue time to the client upon request through SMS or through WAP or JAVA client installed in the client's mobile device.
  • US Patent No. 8,306,044 issued to Robert C. Walter on 06 November 2012 (US044) and discloses a system for interactive queuing through public communication networks comprising a client interface configured to receive information to facilitate communication with a mobile device of a queued individual in a client's queue, a server communicably coupled to the client interface and configured to receive the information to facilitate communication in order to send text messages in the form of SMS, MMS, IM or other messaging means to mobile device of the queued individual and having logic configure to initiate a communication session at a desired time with the mobile device of the queued individual as instructed by the client system via the client interface; a wireless messaging interface responsive to the server and configured to establish connectivity over a wireless network with the mobile device of the queued individual; the client interface is the one managing the client's queue while the server responds to the reply information as directed by the client system via client interface, receives status updates from the client system, receives marketing information and request for reply from the client system, receives queue information; said server includes a master database configured to
  • the messaging component of the subject prior art sends text, SMS, or MMS to customer's mobile phones which could include a status reports of wait time, promotions from the business, independent messages and the like. It is also an object of the subject prior art to provide a system wherein customers can enable to add themselves to the wait list through a variety of interfaces such as kiosk, web interfaces or other terminals.
  • PH12010000164 published on 16 January 2012 to Mansueto B. Callao, et. al. PH 2010000164on the other hand discloses a dynamic queuing management system through mobile phone wireless messaging comprising a queue terminal enabled to interface with a queue management server and is configured to provide individual with numbered queue ticket; transaction counter enabled to interface with a queue management server and configured to update the said queued management server of the number of queued individual currently serve and the time spent serving each queued individual; queue management server configured to communicate to a queued individual the numbered ticket of a queued individual being served by the system and the average transaction time spent serving each queued individual; transaction display monitor for displaying the number of the queued individual being served in the transaction counter and the average transaction time spent serving each queued individual; and a mobile phone infrastructure for enabling the system to receive and send SMS to a client's phone device and to send an SMS schedule notice to the client.
  • WO2012/170958 published on 13 December 2012 to AB Inventio, LLC (W0958) discloses an electronic queuing system and methods dynamic queuing management system through mobile phone wireless messaging allowing entities to create virtual queues that correspond to actual queue in an electronic queue-managing system, and allowing individuals to join the virtual queues using electronic devices like cell phone technology and wireless network communication technology.
  • the queue managing system updates the virtual queues based on information from an entity.
  • the queue managing system updates the virtual queues base on information from an entity. It also sends messages and notification updated status of the virtual queues to the client periodically, automatically or in response to the client's request.
  • the virtual queuing could be done using a mobile electronic device messaging service system, internet-based communication system, and an interactive voice response (IVR) system.
  • IVR interactive voice response
  • the mobile electronic device messaging service system could be one of text messages, voice messages or other electronic communication while the internet based communication system could be one of an information exchange through an app, Smartphone or computer application or other web services.
  • queuing could be displayed in a customer facing monitor or similar electronic device which is in- communication to the queue-managing system wherein notification or status of the queue is being automatically and periodically displayed thereon. Notification could also be done using audible messages or through a fax machine.
  • the prior art PH12010000164 is not provided with an on-line queuing module/scheme that enables the user to queue online and a web number inquiry module that enables the user inquire via web.
  • Figure 1 is a schematic diagram of the subject virtual queuing management system
  • Figure 2 is a schematic diagram of the of the virtual queuing management system queuing connected to a central server;
  • Figure 3 is a schematic diagram of the plurality of queuing server connected to a central server
  • Figure 4 is a flowchart of the method of Creating a New Site
  • Figure 5 is a flowchart of method of Getting a Ticket
  • Figure 6 is a flowchart of the method for Queue Status Inquiry
  • Figure 7 is a flowchart of the method of how the Site Admin configures an existing site or branch; and Figure 8 is a flowchart of the Queue Flow Management.
  • the versatile queuing management system 10 comprising a service provider queuing server 20 which is connected to a central server 50 and in communication with a communication device 100 such a computers laptops, tablets, and mobile phones.
  • the server 20 is interfaced to an application module 21 adapted for accepting queuing requests and checking queue statuses from a client 200.
  • the server 20 is further interfaced to the following: a stationary queue management module 22 for processing the queuing request and transaction from the client 200, a kiosk module 23 adapted for generating queuing ticket, a display module 24 adapted for displaying counters and numbers being served and advertising or information.
  • a messaging gateway 25 is coupled to the application module 21 and in communication to server 20 and is operably configures and adapted for sending reminders, alerts and notifications to the client regarding the status of the queue in the form of SMS and application programming interface (API) such as those instant messaging platforms like ViberTM, WeChatTM, WhatsAppTM and other similar platforms.
  • the messaging gateway 25 is used to alert the client of the status of his queue like time expected time for him to be served, the current number being served and others. It could be an automatic alert or notifications or as a response to the inquiry sent by the client through MMS or via email or using application software installed in the communication device or via internet browsing.
  • a mobile queue management module 26 is provided and being interfaced to the server 20 and is adapted for processing offsite queuing request and transaction where physical counters/desks/tables are not present.
  • This module 26 is made possible by providing a mobile kiosk module 27 interfaced to the server 20 and is adapted for generating queuing ticket requested offsite where a service provider's personnel 300 having a communication device 101 roams around the premises of the establishment of the service provider to put a customer on queue.
  • This module is intended for the service provider to increase customer engagements by offering promo codes through virtual tickets generated by the mobile kiosk module 27.
  • the mobile kiosk module 27 is also capable of showing the list of waiting customers as well as the queue status in a particular branch of the service provider having a virtual queuing management system 10.
  • a customer feedback module 28 is in communication with the server 20 and is configured for clients to send feedback of the service like quality of service, speed of delivery of service, overall customer experience and other related metrics.
  • This module can be client-based, web-based or mobile-based application.
  • the central server 50 could be connected to plurality of service provider queuing servers 20a, 20b, 20c, 20d, 20e, 20f, etc. having corresponding virtual queuing management system.
  • the service provider queuing servers 20a, 20b, 20c, 20d, 20e, 20f, etc. allows the creation of agent/teller/personnel accounts, management of transaction types, and other relevant configurations. It also manages infomercials, advertising or information displayed on the display module 24.
  • the central server 50 manages all the connected service provider queuing servers, set-up service providers accounts, consolidates reports and statistics of all service providers and other relevant configurations
  • the application module 21 includes a web application module 211 adapted to be accessed from the communication device of a client for requesting queue and checking queue status.
  • the web application module 211 could also be accessed from a communication device of a service provider for setting up, configuring and managing queuing web accounts.
  • application module 21 comprises of a mobile application module 212 adapted to be accessed from a communication device of a client for requesting queue and checking queue status of a particular service provider branch.
  • the kiosk modules 23 and 27 are provided with security features like password, voice recognition, face recognition and biometrics for the queuing transaction.
  • the method for queuing comprising the steps of setting up the queuing system; generating a ticket number for the customer from the queuing system; sending a welcome communication alert after the customer gets a ticket number; sending of communication alerts to the customer as their turn to be served approaches; managing the customer queue; accessing an application to check the queue status and other related information to the queue such as but not limited to the estimated wait time and the number of waiting customers; and accessing an application to remotely get a queue ticket number.
  • the application is a web or mobile application.
  • the queuing system comprising a display a kiosk/ticket generator a queue management terminal pad, a content management module, and a system configuration module.
  • the managing the queues comprising the steps of calling the next customer to be served, ending a transaction ticket, prioritizing a customer who is not next in line to be served, transferring a customer from one counter to another, tagging a ticket number as no show for customers who are not present when their ticket number is called, and recalling a ticket number that was previously tagged as no show.
  • FIGS 4 to 8 show the various flowcharts of the method for queuing in accordance with the present invention.
  • Figure 4 is a flowchart of the method of Creating a New Site.
  • a connection is first established through a server/internet.
  • a password is required to log in to create a new site and manage configurations, which includes but is not limited to creating a new site with a specific site name, editing the same, managing the Site Admin users for the newly created site or an existing one, setting the timing for sending the messaging communication alerts (as applicable), managing transaction and sub-transaction types (whenever applicable), accessing the reports and analytics, defining service levels for performance monitoring and other reports-related metrics, etc.
  • Each change made to the configurations is saved to the database.
  • Figure 5 is a flow chart showing the process of getting a ticket.
  • a connection is first established through a server/internet to open the home screen.
  • the user can generate a ticket by selecting a transaction type (whenever applicable) then providing his nickname and mobile number to the system (this is optional), and in the case of user-defined messaging communication alert timing, the ticket number that must be currently served when the user wants to receive the messaging communication alert or the number of tickets prior to his turn when the user wants to receive the messaging communication alert (whichever is applicable).
  • the database is updated and the estimated waiting time is calculated (as applicable).
  • Relevant data is then transmitted to the ticket generator before the ticket generator creates a ticket for the user.
  • the queue ticket may or may not include an estimated waiting time and other relevant information such as but not limited to the site or branch name, date and time, promotional or greeting texts on the ticket, etc.
  • Figure 6 is a flowchart of the method for Queue Status Inquiry.
  • a connection is first established through a server/internet to open the home screen.
  • the user selects the company, branch, and transaction types (as applicable) on which the user wants to inquire the queue status.
  • the proceed button data from the database is transmitted to the application and display the queue status to the user, which may include but is not limited to the number of waiting customers on queue and the estimated waiting time per transaction (as applicable), the average serving time per transaction, etc.
  • the user can also automatically generate a queue status report if the database has determined that he is already on queue.
  • FIG. 7 is a flowchart of the method of how the Site Admin configures an existing site or branch.
  • a connection is first established through a server/internet.
  • a password is required to log in to create a new site and manage configurations, which includes but is not Iimited to creating frontline or teller users for the existing site, editing the same, editing the same, setting the timing for sending the messaging communication alerts (as applicable), managing transaction and sub- transaction types (whenever applicable), accessing the reports and analytics, defining service levels for performance monitoring and other reports-related metrics, etc.
  • Each change made to the configurations is saved to the database.
  • Figure 8 is a flowchart of the Queue Flow Management.
  • a connection is first established through a server/internet.
  • a password is required to log in to the application.
  • the user can manage the queue by clicking the applicable button for the action that the user wants to make, such as but is not Iimited to calling the next customer, ending a current transaction, calling a ticket number that is not next in line, tagging a ticket as no show when the customer did not show when his ticket number is called, recalling a ticket number that was previously tagged as no show, etc.
  • data is transmitted to and from the database and the database is updated.

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Abstract

La présente invention concerne un système et un procédé polyvalents de gestion de file d'attente qui combinent une mise en file d'attente en ligne, une mise en file d'attente de kiosque immobile, une mise en file d'attente mobile et une mise en file d'attente de kiosque mobile où des clients peuvent sélectionner ou choisir l'une quelconque des activités de mise en file d'attente mentionnées ci-dessus en fonction de leurs préférences et de leur emplacement à un moment particulier. La présente invention fournit une notification de messagerie et des éléments d'alerte qui permettent aux clients d'être dans une file d'attente virtuelle et permettent également aux clients d'obtenir un numéro de ticket, même sans se rendre à l'établissement.
PCT/PH2014/000020 2013-11-22 2014-11-19 Système et procédé polyvalents de gestion de file d'attente WO2015076683A1 (fr)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
PH12013000351A PH12013000351A1 (en) 2013-11-22 2013-11-22 A versatile queuing management system and method
PH1-2013-000351 2013-11-22

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Publication Number Publication Date
WO2015076683A1 true WO2015076683A1 (fr) 2015-05-28

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Cited By (7)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JP6393392B1 (ja) * 2017-11-28 2018-09-19 株式会社Ｅｐａｒｋ 情報管理装置、情報管理方法及びプログラム
CN109087431A (zh) * 2018-06-27 2018-12-25 中国建设银行股份有限公司 银行网点的业务调度处理方法、设备和存储介质
CN109783227A (zh) * 2018-12-13 2019-05-21 平安科技（深圳）有限公司 任务分配方法、装置、系统及计算机可读存储介质
CN109934987A (zh) * 2019-03-26 2019-06-25 苏州工业园区东诚智能网络技术有限公司 智能转移排队方法及装置
CN111160984A (zh) * 2019-12-31 2020-05-15 中国银行股份有限公司 基于银行网点排队叫号服务的营销方法及装置
CN111899439A (zh) * 2020-07-07 2020-11-06 湖南三湘银行股份有限公司 银行自助终端预处理系统
CN113342871A (zh) * 2021-05-17 2021-09-03 浪潮软件股份有限公司 一种应用于政务服务实体大厅排队的队列设计方法

Citations (7)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
PH16410A (en) 1975-06-13 1983-09-29 Erba Farmitalia Rifamycin compounds
US20050259653A1 (en) * 2003-07-28 2005-11-24 Q-Nomy Inc. System architecture and method for customer flow management
WO2006110650A1 (fr) * 2005-04-08 2006-10-19 U.S. Biometrics Corporation Systeme et procede pour identifier et orienter des clients dans une institution financiere
US20070198368A1 (en) * 2006-02-22 2007-08-23 24/7 Customer System and method for customer requests and contact management
WO2011152740A1 (fr) * 2010-06-03 2011-12-08 Callao Mansueto B Système de gestion dynamique de la mise en file d'attente
US8306044B2 (en) 2003-12-06 2012-11-06 Walter Robert C System for interactive queuing through public communication networks
WO2012170958A1 (fr) 2011-06-09 2012-12-13 Ab Inventio, Llc Systèmes et procédés de mise en files d'attente électroniques

Patent Citations (7)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
PH16410A (en) 1975-06-13 1983-09-29 Erba Farmitalia Rifamycin compounds
US20050259653A1 (en) * 2003-07-28 2005-11-24 Q-Nomy Inc. System architecture and method for customer flow management
US8306044B2 (en) 2003-12-06 2012-11-06 Walter Robert C System for interactive queuing through public communication networks
WO2006110650A1 (fr) * 2005-04-08 2006-10-19 U.S. Biometrics Corporation Systeme et procede pour identifier et orienter des clients dans une institution financiere
US20070198368A1 (en) * 2006-02-22 2007-08-23 24/7 Customer System and method for customer requests and contact management
WO2011152740A1 (fr) * 2010-06-03 2011-12-08 Callao Mansueto B Système de gestion dynamique de la mise en file d'attente
WO2012170958A1 (fr) 2011-06-09 2012-12-13 Ab Inventio, Llc Systèmes et procédés de mise en files d'attente électroniques

Cited By (9)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JP6393392B1 (ja) * 2017-11-28 2018-09-19 株式会社Ｅｐａｒｋ 情報管理装置、情報管理方法及びプログラム
JP2019101461A (ja) * 2017-11-28 2019-06-24 株式会社Ｅｐａｒｋ 情報管理装置、情報管理方法及びプログラム
CN109087431A (zh) * 2018-06-27 2018-12-25 中国建设银行股份有限公司 银行网点的业务调度处理方法、设备和存储介质
CN109783227A (zh) * 2018-12-13 2019-05-21 平安科技（深圳）有限公司 任务分配方法、装置、系统及计算机可读存储介质
CN109934987A (zh) * 2019-03-26 2019-06-25 苏州工业园区东诚智能网络技术有限公司 智能转移排队方法及装置
WO2020192136A1 (fr) * 2019-03-26 2020-10-01 苏州工业园区东诚智能网络技术有限公司 Procédé et dispositif de mise en file d'attente permettant un transfert intelligent
CN111160984A (zh) * 2019-12-31 2020-05-15 中国银行股份有限公司 基于银行网点排队叫号服务的营销方法及装置
CN111899439A (zh) * 2020-07-07 2020-11-06 湖南三湘银行股份有限公司 银行自助终端预处理系统
CN113342871A (zh) * 2021-05-17 2021-09-03 浪潮软件股份有限公司 一种应用于政务服务实体大厅排队的队列设计方法

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