WO1997005733A1 - Multimedia telemanaging system - Google Patents

Multimedia telemanaging system Download PDF

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Publication number
WO1997005733A1
WO1997005733A1 PCT/ES1995/000157 ES9500157W WO9705733A1 WO 1997005733 A1 WO1997005733 A1 WO 1997005733A1 ES 9500157 W ES9500157 W ES 9500157W WO 9705733 A1 WO9705733 A1 WO 9705733A1
Authority
WO
WIPO (PCT)
Prior art keywords
call
computer
multimedia
cabin
equipment
Prior art date
Application number
PCT/ES1995/000157
Other languages
Spanish (es)
French (fr)
Inventor
Miguel Solans Cortina
Original Assignee
Consultoria Y Direccion, S.L.
Alcatel Ibertel, S.A.
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 Consultoria Y Direccion, S.L., Alcatel Ibertel, S.A. filed Critical Consultoria Y Direccion, S.L.
Priority to AU43481/96A priority Critical patent/AU4348196A/en
Publication of WO1997005733A1 publication Critical patent/WO1997005733A1/en

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Classifications

    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing

Definitions

  • the present invention refers to a multimedia remote management system whose purpose is to offer a tool for personalized attention at a distance, preferably aimed at the distribution and sale of products and services , as well as to the strengthening of the information capacity of companies and public administrations; allowing to develop and complete transactions at a distance through a service that is given from a central unit or logistics center to numerous points of information and sale constituted by kiosks or cabins scattered and remote from each other.
  • the invention novelly combines computer equipment of multimedia computers with advanced telecommunication systems, with call attention and distribution technologies and with special development and design specific programs.
  • the invention will allow to suppress or reduce in a very remarkable way the commercial personnel in a sales or information network without reducing the efficiency or creating traumas to the user since, although this will establish the communication with the commercial that attends him through a video-conference High resolution, you will not need to have any special knowledge or skill and will do so in a comfortable and relaxed environment.
  • the invention solves the problem of specialization since, within the centralized group of commercials there may be people specialized in different products and the client will establish communication directly with the expert.
  • the booths include a printer, a scaner or similar for reading signatures and documents and an ATM capable of receiving cash payments, although the last two mentioned equipment will be optional.
  • the invention will complement or replace current sales and / or information networks, reducing the cost of providing the service extraordinarily while improving its efficiency and customer service, which may be accessed.
  • At the service a number of hours much higher than normal business hours and be attended by true experts at all times.
  • Multimedia computers are known, which are currently in full development and that combine image and sound systems with computer systems.
  • Current technology also combines computing with telecommunications, allowing several personal computers to connect to each other through networks and remotely process data, and more recently images and sounds.
  • the video-conference is usually established point to point, or between a central point and several points in separate locations (conference call), and can be completed with the transmission of documents by means of printers or by reading documents via scanner.
  • the video-conference has been presented as a generic auxiliary tool to support administrative, training or design tasks in companies or public bodies. Its economic justification derives mainly from the reduction in the number of staff trips. The progressive expansion of the digital network of integrated services and the reduction of user fees will lead to the birth of applications derived from videoconferencing.
  • video conferencing as such does not serve as a commercial tool for the distribution of services to the general public and is difficult for non-professionals to use.
  • multimedia computers have also been used as a tool, more or less autonomous, to support certain jobs.
  • the telecommunications component does not exist, and the user is normally expected to be a professional capable of operating the computer through conventional controls, such as keyboard, mouse, etc., which are inappropriate for the general public.
  • ISDN Digital Network lines of Integrated Services
  • the video-conference is the technology that has more in common with the present invention, which can be considered as a system that It uses video conferencing techniques, combining them with multimedia computing and the technology of call centers to create a powerful commercial tool that, through personalized remote attention, allows sales to close.
  • installers and manufacturers have been unable to present practical, real applications and reliable apart from the video-conference, and they have also undervalued the profitability component in their presentations to customers. Finally, they have not been able to adequately inform potential clients of the significant cost reductions that are foreseen for the immediate future in equipment and telecommunications.
  • the invention consists of a multimedia remote management system that combines video-conferencing technologies, multimedia computing, remote transmission of documents and data, and call centers ; all this to create a powerful tool for the sale and distribution of services, and to provide distance information.
  • This system works from a computer point of view in real time.
  • All the components of the application are grouped in a logistics or operational center, normally located in a building of the central services of the company that operates the system, and in a series of "cabins” or “virtual kiosks” physically located at different points which can be offices, agencies or stores of the company itself, hallways of public buildings or even in the streets themselves. These booths are the points where the user is presented and constitute in themselves the point of sale or information, while in the logistics center the operators or commercials in charge of the service are located and, from it, they attend audio-visual in real time to the users located in the cabins.
  • Each operator from the logistics center, can attend a number of cabins throughout their work day, the exact amount of which depends on the type of service being sold or the information to be provided. Calls originate in the booths or Kiosks and are served in the logistics center using a distributor system that assigns each call to one of the operators following different criteria (the first one that is free, specialization by subject, etc.).
  • Telecommunications technology which allows communication between booths and logistics center, is in full evolution: at this time the system would use the switched telephone network (RTC) and the integrated services digital network (ISDN) of the Telephone Company which is the Only available network of this type. In the near future we think there will be other usable networks in the market and a wireless connection (for example via satellite) is not disposable.
  • the software necessary to activate the system will be hosted partly on the computers that each of the booths will be equipped with, and partly on the multimedia computers of the logistics center, which, in turn, will be connected to the company's central computer which uses the system, either only for the purpose of capturing data screens and transferring or displaying them in the monitors of the cabins or with a greater degree of integration, although the latter is optional.
  • the system is primarily designed for personal remote attention (person-to-person communication), it also allows the display of the data or documents that the operator decides to send from the logistics center.
  • the booths incorporate the "information kiosk" functionality through the files and programs housed in the computer that the booth or kiosk itself is equipped with.
  • the cabins are equipped with very simple operating equipment, so that the user does not need to handle conventional keyboards, mice or other professional computer peripherals that are replaced in the face of public by a simple keypad of the type used in ATMs.
  • these cabins have privacy, comfort and efficiency characteristics that, together with their simplicity of operation, allow them to overcome the initial refusal to "talk to machines" that many possible users may have.
  • the invention is a product perfectly finished and defined in its details, but flexible in terms of configurations, which makes it customizable and allows its adaptation to the specific problem and the use that each potential client wishes to give it.
  • the design of the cabins is based on simplicity, functionality, comfort and economy. With regard to simplicity and functionality, the user does not face complicated controls, "mice” etc., but a simple keypad. In addition, they are not offered more options than those that are strictly necessary to achieve the objectives of the specific application that the operator wishes to give to the invention.
  • the system is started in each cabin by means of a presence detector that is activated in several ways: when the user occupies an armchair located in front of the corresponding screen, when accessing the cabin enclosure, etc. It can also be started manually.
  • buttons to be used by the user are alphabetic or numerical but very simple and activatable by touch, thus avoiding mechanical push-buttons. These keypads will be centered with respect to the user.
  • the application It tells the user, through pre-recorded videos, how to act.
  • the functionality of the cabin extends to facilitate the service of attention to it, so that the different equipment incorporated are easily accessible for the purpose of repairs, maintenance, etc.
  • the public can establish communication in different languages.
  • the comfort is shown by the construction of the cabin and the chair to be occupied by the user.
  • the cabins are sized for one person sitting and one standing, which does not require more than 7 m 2 , although this size is variable depending on the specific needs of each case.
  • details such as the existence of a small shelf under the screen and the printer, where the user can take notes.
  • Each cabin has a directional telephone of the type of employees in video-conferencing and a conventional headset for use by users who feel more comfortable with it.
  • each cabin includes equipment that for the main applications consists of:
  • UPS uninterruptible power supply
  • the typical configuration of the cabin is open type, suitable for installation inside an office or commercial premises. If acoustics and confidentiality allow it, they lack doors and ceilings, ensuring confidentiality through adequate screens and also avoiding claustrophobia.
  • exterior-type cabins are planned for hallways, large surfaces or outdoors, in which case they are normally provided with controlled doors. you give, almost always, by means of a magnetic card, as well as a ceiling, forming a more compact unit.
  • the furniture will not be standardized but, in general, it will consist of one or more table furniture divided into cells where the different operators will be accommodated. It is important to take care that the bottom wall on which the operator image is projected provides adequate contrast.
  • Each cell includes a screen of a multimedia PC, in which the image of the client appears only in a corner, since the operator just has to see the general expression of the client, thus allowing the data to occupy almost the entire screen.
  • each operator position has: - A multimedia computer with the possibility of direct or indirect connection to the central computer of the operating company. - Directional microphone, speakers and headphone. - Video camera focused on the operator. - ACD, and / or communications server for the distribution of incoming calls.
  • the operating software constitutes the heart of the system, since it is what allows it to function.
  • the operating software resides on the different computers and constitutes the most essential, critical and distinctive component of the system.
  • the application software is specific to each client and is the one that provides the data and produces the information that he wishes to transmit to the user through the system.
  • This application software may reside in:
  • a server located in the logistics center and operating in a local network with connection to the central computer.
  • the operating and application software are interrelated through the appropriate interfaces, since it is operated in a multimedia environment. So, for example, the The user is able to simultaneously and / or successively visualize on his screen the operator's image, the client's computer data captured by the operator or still or moving images from an optical disk.
  • the degree of integration between system software and customer computing is variable depending on the wishes of the latter.
  • the operating software allows you to exclusively capture screens from the computer connected to the client's computer and display them on the monitors equipped with the cabins.
  • the system incorporates specific programs for measurements and control of the system itself, security and alarms.
  • connection and telecommunication lines most system applications require the use of ISDN or similar networks and only the simplest configurations that are reduced to local information kiosks could be autonomous.
  • An essential feature of the system that is patented, and that characterizes it, distinguishing it from any video-conferencing application, is that an incoming call in the operating center, coming from any cabin, is answered by the first center operator that is available (multipurpose opadores) or by any operator among those of a specialized group (specialists). It also allows you to transfer calls from one operator to another (pass the call to a specialist). However, other configurations for the attention and distribution of communications with the cabins are not ruled out.
  • the operating software that characterizes the system is essential to achieve, with ISDN the same level of performance that an ACD provides with conventional telephone lines. Through this, the system works in ISDN in a similar way to a call center with conventional telephone lines.
  • the operating software manages the telecommunications network illustrated in this document under the heading "description of an embodiment of the invention” and, through a series of digitized videos, guides and informs the user through the process (welcome, options, busy line etc, etc.).
  • its software incorporates the ability to identify and measure when desired all those parameters that allow to evaluate the operation and can be used as tools for updating and maintaining operating systems as well as to make decisions about applications.
  • peripheral equipment printer, scaners, presence detector, etc.
  • - Detect failures in the remote update of the information. - Detect, when a call enters the operating center, if it is a retry and, therefore, the client has been waiting because his first attempt was communicating.
  • the operation of the invention for one of its applications consists of the following: In idle state the monitor will show a
  • the operator will send the information or contract, as appropriate, by printer and collect the client's signature by scanner or document camera when it has been established. - "Mixed”, where at certain times, the operator can display on the client's monitor, all or part of the information that appears on his own screen (for example, a payment status) or even certain "canned” information (eg a video with photos of properties for sale), the rest of the operation remains identical
  • the "canned hostess” will inform the customer of this by means of the "busy experts” message and will ask you to check the "generic information” option for a few minutes by pressing the corresponding key.
  • the client will only wait for one of the successive automatic re-calls of the system to succeed while the video with general information appears on its monitor. As soon as the line is free, communication is established, said video being interrupted and the operator's image appearing on the screen, continuing the operation as described above.
  • the client decides not to wait, he may, if he wishes, leave a message on the recorder that he is equipped with the system indicating its location data and asking the operating company to contact him.
  • the "flight attendant” will also report if there is any connection anomaly ("online error").
  • the system will pass information to the operator on how long the client has been waiting, so that he can start the conversation with an apology.
  • the operator will send the document or contract with which the operation is closed to the user and, if appropriate, verify the signature he receives through the document camera.
  • FIGURES Figure 1. Represents a simplified block diagram of the telemanagement multimedia system of the present invention.
  • Figure 2. Represents a development of the block diagram of the previous figure 1 according to an example of embodiment of the invention.
  • Figure 3. Schematically represents a cabin and the block diagram of its equipment, of those used in the example of embodiment referred to in the previous figure 2.
  • Figure 4. Schematically represents the logistics center with the block diagram of its equipment of the exemplary embodiment mentioned in Figure 2. DESCRIPTION OF AN EXAMPLE OF EMBODIMENT OF THE INVENTION
  • the multimedia telemanagement system of this exemplary embodiment is intended for application to a banking entity and consists of a series of information booths 1 distributed between bank branches or other places of interest to which users They can access at any time.
  • These cabins 1 are connected to at least one logistics or operational center 2 via telecommunications networks 3.
  • the RTC Switched Telephone Network
  • the ISDN Digital Services Network
  • Integrated 5
  • networks or channels may be used provided they are capable of transmitting image, sound and data.
  • the logistics center 2 there are a plurality of cells or posts 6 with respective experts in different subjects that will attend the queries or operations carried out from the booths 1.
  • Logistics center 2 includes a communications server 7 that receives two data via RTC telephone: the booth from which the call comes and the question or type of operation. This phone call is automatically made by booth 1 as soon as the user selects the subject of the query, so he does not have to dial any number or establish active communication.
  • the query topic Upon knowing the communication server 7, the query topic directs the call to the expert or group of experts of the corresponding cells 6, informing them in addition to the number of the booth 1 from which the call comes. For this, the communication server 7 and the cells 6 are communicated through a local network 8.
  • the expert operator of a cell 6 once he knows that he has a call and the booth 1 from which he comes, makes a call via ISDN to said booth 1, which the latter answers automatically, thereby establishing audiovisual communication with the user without having to perform any operation.
  • ISDN calls may be distributed through a distributor that is specifically developed, by computer simulation or with special equipment that will appear in the future.
  • the communications server 7 and the connection to the conventional telephone line 4 of the logistics center 2 can be eliminated, but with the technology currently available, the configuration of this example is simpler and cheaper, maintaining great efficiency.
  • Each cabin 1 is an enclosure designed for great user comfort, which will be found in an armchair 9 in front of a monolithic and recordable furniture 10 that includes all the equipment.
  • Said equipment basically consists of a computer with video-conference cards 11, with keyboard and monitor 12, speakers 13, microphone 14 and video camera 15, constituting a multimedia environment and a simple keypad 16 that allows the user, easily and without need of no computer or technological knowledge, go selecting the options that are offered.
  • the computer 11 has a printer 17 and a scanner or document camera 18 for reception and sending, respectively, of signatures, documents and the like.
  • the equipment of the cabin 1 includes a presence detector 19 to initialize said equipment upon detecting a user, while, once the option of the menu chosen by the user is known, the telephone call is made to the logistics center 2, of automatically through a modem 20 and with the purpose set out above.
  • a UPS continuity device (37) to avoid problems in the power supply.
  • a conventional telephone 21 has been included so that the user can make normal calls if desired or record messages, although this telephone 21 is not part of the basic equipment of the cabin 1. In this sense many other equipment can be included not contemplated in this example, such as ATMs, vending machines, etc.
  • each cabin 1 The main functions of each cabin 1 are:
  • each cell 6 will count with a basic equipment that presents a certain analogy with the equipment of cabins 1, but which also differs from it.
  • each cell 6 has an armchair 36 that will be occupied by the relevant expert operator or technician and is in front of a computer 22 with monitor 23 associated with speakers 24, a microphone 25 and a video camera 26.
  • this Computer 22 has professional peripherals 27 such as keyboard and mouse for handling the programs and operations to be performed by said operator.
  • Each computer 22 allows to switch ISDN communications to another cell 6 for the attention of another expert. For this, each computer 22 connects with those of the other cells 6 by means of a local network 8 with NETBIOS protocol to which the communication server 7 is also connected.
  • the computer 22 of each cell 6 has a printer 28 and a document camera 29 (or scanner) for receiving and sending, respectively, signatures, documents and the like; although these devices 28 and 29 can be shared by several cells 6.
  • the basic equipment of the cells 6 includes the connection through a local network with the computer science of the operating company, in this case of the banking entity, for which the operator will have the corresponding terminal computer 30 with its peripherals 31. With this, the information of this terminal 30 can be taken directly to cabin 1 or with the restrictions that are desired. It is also planned to group the functions of computers 22 and 30 into a single computer, although the configuration of the present example has the advantages of greater operational independence and greater ease of installation of the invention in any interested company. This example has included, in addition to and apart from the basic equipment, a conventional telephone 32 for the personal use of each operator.
  • the communication server 7 includes a modem 33 that receives the telephone calls from the booths 1, and a computer 34 with its corresponding peripherals 35 by means of which it assigns the calls to the corresponding cell or cells 6.
  • the operation of this communication server 7 can be fully automated, without requiring a fixed operator.
  • the main functions of communication server 7 are:
  • ACD simulator Discrimination of calls
  • the platform of operators or cells 6 have the following main functions: - Management of the incoming calls, of the queue produced by these and transfers to be made from one cell to another 6.
  • the bank will have certain information booths 1 in which the screen of its monitor 12 offers a demonstration (informative video or bank logo) when no one is using such booths 1.
  • a client wishes to consult with an expert, it will be introduced in the cabin 1, which will detect its presence by means of the presence sensor 19, or in other examples of embodiment by pressing the button 16, automatically stopping the informative video and another video appears, with a "canned hostess" who will welcome you to the service.
  • a video menu will appear with the possible consultation options that may be: consultation with an expert of a specific subject or bank-specific information.
  • the customer will select one of the available options using the 16 keypad. If the client selects an informational option, the corresponding video will be executed. If the client selects the consultation with an expert, the system will call the remote logistics center 2 via RTC, in which all the experts will be, requesting information on the subject chosen by the client. Meanwhile, a video informing about the establishment of the communication will appear in the monitor screen 12 of the cabin 1.
  • the call made by the client will reach the communications server 7 (which will have one or more modems 33), located in logistics center 2, with information on the telephone number of the calling booth 1 and the subject to be consulted.
  • the server 7 will perform ACD functions, through an internal table in which the operators (experts) of the center 2 will be related to the available topics, and will inform the corresponding operator of the request for a query.
  • the server 7 will inform the experts of the subject in question that there is a call waiting. If at any given time no operator picks it up, the system will inform the client, with a video, of the impossibility of communicating with the expert, giving him the possibility of retrying the call. Until a call has been successful (because the operator picks it up or by time-out) the RTC line will be active.
  • the operator image will appear full screen on the client monitor 12, establishing a two-way communication between the two (similar to a traditional consultation in a bank office).
  • the operator can send the client's information 17 to the client.
  • the operator can capture a screen of his bank management computer 30 and send it to the customer. In the monitor 12 of the client, this capture will appear in full screen as well as the image of the operator in a small window located in one of the corners of the monitor 12. Similarly, at the end of the consultation, the operator may send the requested information to the client printer 17.
  • the client can validate his signature by means of the document chamber 18. At the end of the transaction, the operator will say goodbye to the client and interrupt the ISDN communication, which will automatically activate the bank's informative video or logo.
  • the communications server 7 of the logistics center 2 is able to quantify parameters such as the number of accesses to the system, the connection time, the reason for the connection, and which operators and how many times They have provided their services, etc.

Abstract

The system comprises booths (1) for the clients or users, which are audiovisually connected through telecommunication networks (3) with a logistic center (2) for expert operators of the managing firm who will attend said clients selectively and as a function of the requests. In the preferred embodiment of the invention, each booth (1), upon detecting a customer, makes an automatic telephone call via RTC (4) which is received by a communication server (7) of the logistic center (2) in order to assign the call through a local network (8) to one of the expert operators in stations (6) located in said center (2). Said operator will then establish, maintain and terminate an audio-visual communication via RDSI (5) with the customer of the booth (1).

Description

SISTEMA MULTIMEDIA DE TELEGESTION OBJETO DE LA INVENCIÓN MULTIMEDIA TELEGESTION SYSTEM OBJECT OF THE INVENTION
La presente invención, tal y como se expresa en el enunciado de esta memoria descriptiva, se refiere a un sistema multimedia de telegestión cuya finalidad consiste en ofrecer una herramienta para la atención personalizada a distancia, preferentemente dirigida a la distribución y venta de productos y servicios, asi como a la potenciación de la capacidad de información de empresas y administraciones públicas; permitiendo desarrollar y completar transacciones a distancia mediante un servicio que se da desde una unidad central o centro logistico a numerosos puntos de información y venta constituidos por kioscos o cabinas dispersas y alejadas entre sí. Para ello la invención combina novedosamente equipos informáticos de ordenadores multimedia con sistemas avanzados de telecomu¬ nicación, con tecnologías de atención y distribución de llamadas y con programas especiales de desarrollo y diseño específicos. La invención permitirá suprimir o reducir de forma muy notable el personal comercial en una red de ventas o de información sin reducir la eficacia ni crear traumas al usuario puesto que, si bien éste establecerá la comunicación con el comercial que le atienda mediante una vídeo-conferencia de alta resolución, no necesitará tener ningún conocimiento o habilidad especial y lo hará en un ambiente confortable y relajado.The present invention, as expressed in the statement of this specification, refers to a multimedia remote management system whose purpose is to offer a tool for personalized attention at a distance, preferably aimed at the distribution and sale of products and services , as well as to the strengthening of the information capacity of companies and public administrations; allowing to develop and complete transactions at a distance through a service that is given from a central unit or logistics center to numerous points of information and sale constituted by kiosks or cabins scattered and remote from each other. For this, the invention novelly combines computer equipment of multimedia computers with advanced telecommunication systems, with call attention and distribution technologies and with special development and design specific programs. The invention will allow to suppress or reduce in a very remarkable way the commercial personnel in a sales or information network without reducing the efficiency or creating traumas to the user since, although this will establish the communication with the commercial that attends him through a video-conference High resolution, you will not need to have any special knowledge or skill and will do so in a comfortable and relaxed environment.
El ahorro de personal deriva de que, en el curso de su jornada laboral, cada uno de los comerciales situados en el referido centro logístico vende productos en múltiples puntos de venta y, como no todos los puntos necesitan atención simultáneamente sino que su ocupación se produce de acuerdo con leyes estadísticas, la productividad del centro es muy superior a la que se alcanzaría descen- tralizadamente. En otras palabras, cada operador del centro atiende secuencialmente a clientes en múltiples puntos de venta.The saving of personnel derives from the fact that, during the course of their working day, each of the commercials located in the aforementioned logistics center sells products at multiple points of sale and, as not all points need attention simultaneously but that their occupation occurs According to statistical laws, the productivity of the center is much higher than what would be achieved decentrally. In other words, each center operator Serve customers sequentially at multiple points of sale.
Además, un grupo reducido de operarios puede dar servicio a los puntos de venta o cabinas durante 24 horas al día y 365 días al año, lo que sería impensable en caso de ser atendido cada punto por empleados físicamente presentes. Por otra parte, la invención resuelve el problema de la especialización ya que, dentro del grupo centralizado de comerciales pueden existir personas especializadas en distintos productos y el cliente estable¬ cerá la comunicación directamente con el experto.In addition, a small group of operators can service the points of sale or booths for 24 hours a day and 365 days a year, which would be unthinkable if each point was attended by physically present employees. On the other hand, the invention solves the problem of specialization since, within the centralized group of commercials there may be people specialized in different products and the client will establish communication directly with the expert.
El presente sistema permite que pueda cerrarse una operación aún en el caso que eso requiera firmar un contrato (y la firma del cliente haya de ser registrada) y/o efectuar un pago por el cliente, en ausencia de un empleado de caja en el punto de venta. A tal fin, las cabinas incluyen una impresora, un scaner o similar para la lectura de firmas y documentos y un cajero automático capaz de recibir pagos en efectivo, aunque los dos últimos equipos mencionados serán opcionales.This system allows an operation to be closed even if that requires signing a contract (and the client's signature must be registered) and / or making a payment by the customer, in the absence of a cashier at the point selling. To this end, the booths include a printer, a scaner or similar for reading signatures and documents and an ATM capable of receiving cash payments, although the last two mentioned equipment will be optional.
En definitiva, la invención complementará o sustituirá a las redes de venta y/o de información actua¬ les, reduciendo de forma extraordinaria el coste de proporcionar el servicio y mejorando al mismo tiempo la eficacia del mismo y la atención al cliente, que podrá acceder al servicio un número de horas muy superior a los horarios comerciales normales y ser atendido por verdaderos expertos en todo momento.Ultimately, the invention will complement or replace current sales and / or information networks, reducing the cost of providing the service extraordinarily while improving its efficiency and customer service, which may be accessed. At the service a number of hours much higher than normal business hours and be attended by true experts at all times.
ANTECEDENTES DE LA INVENCIÓN Son conocidos los ordenadores multimedia, que actualmente están en pleno desarrollo y que combinan sistemas de imagen y sonido con sistemas informáticos. La tecnología actual combina además la informática con las telecomunicaciones, permitiendo que varios ordenadores personales puedan conectarse entre sí mediante redes y procesar a distancia datos, y más recientemente imágenes y sonidos.BACKGROUND OF THE INVENTION Multimedia computers are known, which are currently in full development and that combine image and sound systems with computer systems. Current technology also combines computing with telecommunications, allowing several personal computers to connect to each other through networks and remotely process data, and more recently images and sounds.
La explosión de las aplicaciones multimedia, derivará del desarrollo de las nuevas líneas de comunica- ción o autopistas de información que mejoren notablemente la transmisión simultánea de sonido, datos e imágenes a través de cualquier soporte: cables de fibra óptica, vía satélite, etc. Sin embargo, de momento, no existen aplica¬ ciones o sistemas que, como el de la presente invención, combinen eficazmente las posibilidades que ofrecen los ordenadores multimedia con las telecomunicaciones avanzadas y la tecnología de distribución de los centros de atención de llamadas, para lograr una herramienta de gestión comercial. También es conocida la vídeo-conferencia que, en cierto modo, puede considerarse un antecedente de la invención y que permite la comunicación oral y visual entre dos o más personas a distancia.The explosion of multimedia applications will derive from the development of new communication lines or information highways that significantly improve the simultaneous transmission of sound, data and images through any medium: fiber optic cables, satellite, etc. However, for the moment, there are no applications or systems that, like that of the present invention, effectively combine the possibilities offered by multimedia computers with advanced telecommunications and the distribution technology of call centers, to achieve A commercial management tool. Also known is the video-conference that, in a way, can be considered an antecedent of the invention and that allows oral and visual communication between two or more people at a distance.
La vídeo-conferencia suele establecerse punto a punto, o bien entre un punto central y varios puntos en localizaciones separadas (multiconferencia) , y puede completarse con la transmisión de documentos por medio de impresoras o bien con la lectura de documentos vía scaner. En general, la vídeo-conferencia se ha venido presentando como una herramienta auxiliar de uso genérico para apoyar las tareas administrativas, formativas o de diseño, en las empresas u organismos públicos. Su justificación económica deriva principalmente de la reducción del número de viajes del personal. La expansión progresiva de la red digital de servicios integrados y la reducción de las tarifas de uso, propiciarán el nacimiento de aplicaciones derivadas de la vídeo-conferencia. Sin embargo, la vídeo-conferencia como tal, no sirve como herramienta comercial para la distribu¬ ción de servicios al público en general y es de difícil uso por los no profesionales. Por otra parte, los ordenadores multimedia, también se han utilizado como herramienta, más o menos autónoma, de apoyo a determinados puestos de trabajo. En este caso no existe el componente de telecomunicaciones, y normalmente se espera que el usuario sea un profesional capaz de manejar el ordenador mediante mandos convenciona¬ les, tales como teclado, ratón, etc., que son inadecuados para el público en general.The video-conference is usually established point to point, or between a central point and several points in separate locations (conference call), and can be completed with the transmission of documents by means of printers or by reading documents via scanner. In general, the video-conference has been presented as a generic auxiliary tool to support administrative, training or design tasks in companies or public bodies. Its economic justification derives mainly from the reduction in the number of staff trips. The progressive expansion of the digital network of integrated services and the reduction of user fees will lead to the birth of applications derived from videoconferencing. However, video conferencing as such does not serve as a commercial tool for the distribution of services to the general public and is difficult for non-professionals to use. On the other hand, multimedia computers have also been used as a tool, more or less autonomous, to support certain jobs. In this case, the telecommunications component does not exist, and the user is normally expected to be a professional capable of operating the computer through conventional controls, such as keyboard, mouse, etc., which are inappropriate for the general public.
No se conoce en la actualidad ningún sistema específicamente diseñado mediante tecnologías multimedia, para distribución de servicios y de información con atención personalizada.There is currently no known system specifically designed using multimedia technologies, for distribution of services and information with personalized attention.
Dentro de las aplicaciones basadas solamente en voz, debe destacarse el desarrollo de los centros de atención telefónica, donde las llamadas se distribuyen entre un grupo de operadores por medio de "centralitas de salto" o de unos equipos denominados "ACD" o "CALL", de los que se comercializan diversas marcas en el mercado; dándose el inconveniente de que por el momento no existen equipos de este tipo aplicables a líneas de Red Digital de Servi¬ cios Integrados ("RDSI") o similares capaces de transportar imagen, sonido y datos.Within voice-based applications, the development of call centers should be highlighted, where calls are distributed among a group of operators through "jump control units" or equipment called "ACD" or "CALL" , of which various brands are marketed in the market; given the disadvantage that at the moment there are no such equipment applicable to Digital Network lines of Integrated Services ("ISDN") or similar capable of transporting image, sound and data.
Recientemente se ha desarrollado bastante la tecnología de los centros de atención de llamadas telefóni- cas, que tienen en común con la invención el concepto de un grupo de operadores situados en un centro logístico desde donde cualquiera de ellos, de forma indistinta, atiende las llamadas procedentes de clientes situados en puntos dispersos. Evidentemente, aquí se trata de telefonía y no de vídeo-conferencia, y además tampoco se liga la conversa¬ ción telefónica con el envío simultáneo de documentos por lo que no es posible el "cierre" de una venta.Recently, the technology of telephone call centers has been developed, which have in common with the invention the concept of a group of operators located in a logistics center from where any of them, indistinctly, answers calls from customers located in scattered points. Obviously, this is about telephony and not video-conferencing, and also the telephone conversation is not linked to the simultaneous sending of documents, so it is not possible to "close" a sale.
En estos momentos, la vídeo-conferencia, es la tecnología que tiene más en común con la presente inven- ción, la cual puede considerarse como un sistema que utiliza las técnicas de la vídeo-conferencia combinándolas con la informática multimedia y la tecnología de los centros de atención telefónica para crear una potente herramienta comercial que, mediante la atención personali- zada a distancia, permite el cierre de ventas.At the moment, the video-conference is the technology that has more in common with the present invention, which can be considered as a system that It uses video conferencing techniques, combining them with multimedia computing and the technology of call centers to create a powerful commercial tool that, through personalized remote attention, allows sales to close.
Algunos de los equipos individuales empleados en la invención son conocidos, y otros suponen modificacio¬ nes sobre equipos ya existentes, pero la novedad principal radica en la forma de combinar esos equipos mediante "Software" de gestión de telecomunicaciones, específicamen¬ te desarrollado con objeto de lograr el fin propuesto.Some of the individual equipment used in the invention are known, and others involve modifications on existing equipment, but the main novelty lies in the way of combining these equipment through telecommunications management software, specifically developed for the purpose. of achieving the proposed purpose.
La forma tradicional que han venido utilizando hasta ahora las empresas de servicios para distribuir y vender sus productos, consiste en establecer una red de sucursales o puntos de venta atendidos por numerosos empleados. Asimismo, cuando se pretende proporcionar cualquier tipo de información a un público disperso, es necesario establecer una costosa red de puntos de informa¬ ción. Este sistema obliga a emplear una plantilla comercial importante que, inevitablemente, está infrautili- zada gran parte de su tiempo. A título de ejemplo, el tiempo dedicado a atender personalmente a clientes (exclu¬ yendo operaciones exclusivamente de caja) en las oficinas bancarias suele estar por debajo del veinte por ciento del tiempo real de presencia.The traditional way that service companies have been using so far to distribute and sell their products is to establish a network of branches or outlets served by numerous employees. Likewise, when it is intended to provide any type of information to a dispersed public, it is necessary to establish an expensive network of information points. This system requires the use of an important commercial template that, inevitably, is underutilized much of its time. As an example, the time spent personally serving customers (excluding cash transactions only) in bank offices is usually below twenty percent of the actual presence time.
La utilización eficaz de los comerciales en los puntos de venta tradicionales se complica todavía más por los problemas de estacionalidad que pueden referirse tanto a las horas del día como a días de la semana o meses del año. Evidentemente, las plantillas no pueden, sin detrimento de la productividad, dimensionarse para las "horas puntas", como tampoco es rentable mantener abiertos los puntos de venta fuera de los horarios comerciales normales o en los fines de semana. El problema se agrava puesto que la compleji¬ dad de los productos y servicios ofrecidos tiende a aumentar y, con ello, la dificultad y el coste de disponer de una amplia red de vendedores altamente cualificados y de mantenerles permanentemente actualizados en sus conoci¬ mientos.The effective use of commercials at traditional points of sale is further complicated by seasonal problems that may refer to both daylight hours and days of the week or months of the year. Obviously, templates cannot, without detriment to productivity, be sized for "peak hours," nor is it profitable to keep outlets open outside normal business hours or on weekends. The problem is exacerbated since the complexity of the products and services offered tends to increase and, with it, the difficulty and cost of having a wide network of highly qualified vendors and keeping them constantly updated on their knowledge.
Por todo lo anterior, es fácil de entender que las empresas consideren la reducción de sus costes de distribución sin perder efectividad en la venta, como uno de los mayores retos a que deben enfrentarse.For all the above, it is easy to understand that companies consider reducing their distribution costs without losing sales effectiveness, as one of the biggest challenges they face.
El público, cada vez más consciente del valor de la calidad de vida exige que se le ofrezcan los servi¬ cios que demanda, en los puntos y a las horas que le resulten más convenientes. La privacidad es un valor en alza y el público rechaza las "colas" y otras molestias que antes se consideraban inevitables.The public, increasingly aware of the value of the quality of life, demands that they be offered the services they demand, at the points and times that are most convenient for them. Privacy is a rising value and the public rejects "queues" and other inconveniences that were previously considered inevitable.
Las empresas de servicios intuyen que la aparición del multimedia podría aportar soluciones a esos problemas, pero, hasta ahora, han sido incapaces de encontrar aplicaciones de los equipos y de la tecnología disponible que se justifiquen desde el punto de vista de su utilidad práctica y de su viabilidad económica.The service companies intuit that the emergence of multimedia could provide solutions to these problems, but, until now, they have been unable to find applications of the equipment and available technology that are justified from the point of view of their practical utility and Its economic viability.
A ello contribuye, no poco, el desconocimiento que los fabricantes e instaladores de los equipos y los diseñadores de software, en particular de telecomunicacio¬ nes, tienen de la problemática de los clientes potenciales y el desconocimiento, por parte de estos últimos, de las posibilidades que ofrecen las nuevas tecnologías.To this contributes, not a little, the ignorance that the manufacturers and installers of the equipment and the software designers, in particular of telecommunications, have of the problematic of the potential clients and the ignorance, on the part of the latter, of the possibilities offered by new technologies.
Hasta ahora los usuarios han tendido a considerar como meras curiosidades algunas de las ideas que se les han presentado en este campo y, además, han tenido la impresión de que la implantación de tales aplicaciones debería ser extremadamente costosa y su fiabilidad dudosa.Until now, users have tended to consider as mere curiosities some of the ideas that have been presented to them in this field and, in addition, have had the impression that the implementation of such applications should be extremely expensive and their reliability doubtful.
En resumen, los instaladores y fabricantes han sido incapaces de presentar aplicaciones prácticas, reales y fiables aparte de la vídeo-conferencia, y también han subvalorado en sus presentaciones a clientes el componente de rentabilidad. Por último, no han sido capaces de informar adecuadamente a los potenciales clientes, de las importantes reducciones de costes que se prevén para el futuro inmediato en los equipos y las telecomunicaciones.In summary, installers and manufacturers have been unable to present practical, real applications and reliable apart from the video-conference, and they have also undervalued the profitability component in their presentations to customers. Finally, they have not been able to adequately inform potential clients of the significant cost reductions that are foreseen for the immediate future in equipment and telecommunications.
DESCRIPCIÓN DE LA INVENCIÓNDESCRIPTION OF THE INVENTION
Para lograr los objetivos y evitar los inconvenientes indicados en anteriores apartados, la invención consiste en un sistema multimedia de telegestión que combina tecnologías de vídeo-conferencia, de la informática multimedia, de transmisión a distancia de documentos y datos, y de centros de atención telefónica; todo ello para crear una potente herramienta destinada a la venta y distribución de servicios, y a proporcionar información a distancia. Este sistema funciona desde el punto de vista informático en tiempo real.To achieve the objectives and avoid the inconveniences indicated in previous sections, the invention consists of a multimedia remote management system that combines video-conferencing technologies, multimedia computing, remote transmission of documents and data, and call centers ; all this to create a powerful tool for the sale and distribution of services, and to provide distance information. This system works from a computer point of view in real time.
Todos los componentes de la aplicación se agrupan en un centro logístico u operativo, emplazado normalmente en un edificio de los servicios centrales de la empresa que explota el sistema, y en una serie de "cabinas" o "kioscos virtuales" situadas físicamente en distintos puntos que pueden ser oficinas, agencias o tiendas de la propia empresa, vestíbulos de edificios públicos o incluso en las propias calles. Estas cabinas son los puntos donde se presenta el usuario y constituyen en sí mismos el punto de venta o de información, mientras que en el centro logístico se ubican los operadores o comerciales encargados del servicio y, desde él, atienden audiovisualmente en tiempo real a los usuarios situados en las cabinas.All the components of the application are grouped in a logistics or operational center, normally located in a building of the central services of the company that operates the system, and in a series of "cabins" or "virtual kiosks" physically located at different points which can be offices, agencies or stores of the company itself, hallways of public buildings or even in the streets themselves. These booths are the points where the user is presented and constitute in themselves the point of sale or information, while in the logistics center the operators or commercials in charge of the service are located and, from it, they attend audio-visual in real time to the users located in the cabins.
Cada operador, desde el centro logístico, puede atender a lo largo de su jornada de trabajo un número de cabinas cuya cuantía exacta depende del tipo de servicio que se trata de vender o de la información a facilitar. Las llamadas se originan en las cabinas o kioscos y son atendidas en el centro logístico utilizando un sistema distribuidor que asigna cada llamada a uno de los operadores siguiendo distintos criterios (el primero que esté libre, especialización por materias, etc.). La tecnología de telecomunicaciones, que permite la comunicación entre cabinas y centro logístico, está en plena evolución: en estos momentos el sistema utilizaría la red telefónica conmutada (RTC) y la red digital de servicios integrados (RDSI) de la Compañía Telefónica que es la única red disponible de este tipo. En un futuro próximo pensamos que habrá otras redes utiliza- bles en el mercado y tampoco es descartable una conexión sin cable (por ejemplo vía satélite) .Each operator, from the logistics center, can attend a number of cabins throughout their work day, the exact amount of which depends on the type of service being sold or the information to be provided. Calls originate in the booths or Kiosks and are served in the logistics center using a distributor system that assigns each call to one of the operators following different criteria (the first one that is free, specialization by subject, etc.). Telecommunications technology, which allows communication between booths and logistics center, is in full evolution: at this time the system would use the switched telephone network (RTC) and the integrated services digital network (ISDN) of the Telephone Company which is the Only available network of this type. In the near future we think there will be other usable networks in the market and a wireless connection (for example via satellite) is not disposable.
El software necesario para activar el sistema se alojará en parte en los ordenadores de que estarán dotadas cada una de las cabinas y en parte en los ordenado¬ res multimedia del centro logístico que, a su vez, estarán conectados con la informática central de la empresa que utiliza el sistema, bien sólo a efectos de capturar pantallas de datos y transferirlos o mostrarlos en los monitores de las cabinas o bien con un mayor grado de integración, aunque esto último es opcional.The software necessary to activate the system will be hosted partly on the computers that each of the booths will be equipped with, and partly on the multimedia computers of the logistics center, which, in turn, will be connected to the company's central computer which uses the system, either only for the purpose of capturing data screens and transferring or displaying them in the monitors of the cabins or with a greater degree of integration, although the latter is optional.
Aunque el sistema está concebido fundamental¬ mente para la atención personal a distancia (comunicación persona a persona), también permite la exposición en pantalla de los datos o documentos que decida enviar el operador desde el centro logístico. Además, como uso secundario, las cabinas incorporan la funcionalidad de "kiosco informativo" mediante los archivos y programas alojados en el ordenador de que está dotada la propia cabina o kiosco.Although the system is primarily designed for personal remote attention (person-to-person communication), it also allows the display of the data or documents that the operator decides to send from the logistics center. In addition, as a secondary use, the booths incorporate the "information kiosk" functionality through the files and programs housed in the computer that the booth or kiosk itself is equipped with.
Las cabinas están dotadas de un equipamiento de manejo muy sencillo, de forma que el usuario no necesite manejar teclados convencionales, ratones u otros periféri- eos informáticos profesionales que son sustituidos cara al público por una simple botonera del tipo de las que se emplean en los cajeros automáticos. Además estas cabinas presentan características de privacidad, confort y eficacia que unidas a su sencillez de manejo permiten vencer el rechazo inicial a "hablar con máquinas" que muchos posibles usuarios pudieran tener.The cabins are equipped with very simple operating equipment, so that the user does not need to handle conventional keyboards, mice or other professional computer peripherals that are replaced in the face of public by a simple keypad of the type used in ATMs. In addition, these cabins have privacy, comfort and efficiency characteristics that, together with their simplicity of operation, allow them to overcome the initial refusal to "talk to machines" that many possible users may have.
La invención es un producto perfectamente acabado y definido en sus detalles, pero flexible en cuanto a configuraciones, lo que la hace personalizable y permite su adaptación a la problemática específica y al uso que desee darle cada cliente potencial.The invention is a product perfectly finished and defined in its details, but flexible in terms of configurations, which makes it customizable and allows its adaptation to the specific problem and the use that each potential client wishes to give it.
En general, cabe diferenciar claramente cuatro elementos distintivos en la invención que se describen seguidamente en mayor detalle y que son: las cabinas con su equipamiento correspondiente, el centro logístico con su equipamiento correspondiente, el software o programas empleados y las líneas de conexión o telecomunicaciones utilizadas.In general, four distinctive elements in the invention can be clearly distinguished, which are described in greater detail below and which are: the cabins with their corresponding equipment, the logistics center with its corresponding equipment, the software or programs used and the connection or telecommunications lines used
El diseño de las cabinas se basa en la sencillez, la funcionalidad, el confort y la economía. Por lo que se refiere a la sencillez y funcionalidad el usuario no se enfrenta a unos mandos complicados, "ratones" etc., sino a una sencilla botonera. Además no se le ofrecen más opciones que las que son estrictamente necesarias para lograr los objetivos de la aplicación concreta que el explotante desea dar a la invención. Por otra parte, el arranque del sistema se realiza en cada cabina mediante un detector de presencia que se activa de varias formas: al ocupar el usuario un sillón situado frente a la correspon- diente pantalla, al acceder al recinto de la cabina, etc. También podrá arrancarse manualmente.The design of the cabins is based on simplicity, functionality, comfort and economy. With regard to simplicity and functionality, the user does not face complicated controls, "mice" etc., but a simple keypad. In addition, they are not offered more options than those that are strictly necessary to achieve the objectives of the specific application that the operator wishes to give to the invention. On the other hand, the system is started in each cabin by means of a presence detector that is activated in several ways: when the user occupies an armchair located in front of the corresponding screen, when accessing the cabin enclosure, etc. It can also be started manually.
Las botoneras a utilizar por el usuario son alfabéticas o numéricas pero muy simples y activables por tacto, evitándose así pulsadores mecánicos. Estas botoneras se situarán centradas respecto del usuario. La aplicación va indicando al usuario, mediante vídeos pregrabados, como debe actuar. La funcionalidad de la cabina se extiende a facilitar el servicio de atención a la misma, de forma que los distintos equipos incorporados son fácilmente accesi- bles a efectos de reparaciones, mantenimiento, etc.The buttons to be used by the user are alphabetic or numerical but very simple and activatable by touch, thus avoiding mechanical push-buttons. These keypads will be centered with respect to the user. The application It tells the user, through pre-recorded videos, how to act. The functionality of the cabin extends to facilitate the service of attention to it, so that the different equipment incorporated are easily accessible for the purpose of repairs, maintenance, etc.
Mediante una tecla específica, el público podrá establecer la comunicación en distintos idiomas.Using a specific key, the public can establish communication in different languages.
El confort se pone de manifiesto por la propia construcción de la cabina y del sillón a ocupar por el usuario. En principio, las cabinas están dimensionadas para una persona sentada y otra de pie, lo que no exige más de 7 m2, aunque dicho tamaño es variable en función de las necesidades concretas de cada caso. Además se incluyen detalles como, por ejemplo, la existencia de una pequeña repisa bajo la pantalla y la impresora, donde el usuario pueda tomar notas. El aspecto y la iluminación de la cabina, su integración en el entorno, la presencia de detalles decorativos (una pequeña planta), publicitarios (casilleros, carteles, etc.) y prácticos (un buzón para documentos), también se han tenido en cuenta en el diseño y construcción de las cabinas. Es importante evitar al usuario cualquier sensación de claustrofobia y para ello es conveniente que algunas paredes sean translúcidas y que la iluminación interna esté muy cuidada. Además, con ello se logra una atmósfera cálida dentro de la cabina, a fin de contrarrestar la frialdad de las máquinas. La confidencia¬ lidad y privacidad también son de gran importancia y se consiguen mediante la utilización de materiales acústicos adecuados. Cada cabina cuenta con un teléfono direccional del tipo de los empleados en vídeo-conferencia y un auricular convencional para uso de los usuarios que se sientan más confortables con él.The comfort is shown by the construction of the cabin and the chair to be occupied by the user. In principle, the cabins are sized for one person sitting and one standing, which does not require more than 7 m 2 , although this size is variable depending on the specific needs of each case. Also included are details such as the existence of a small shelf under the screen and the printer, where the user can take notes. The appearance and lighting of the cabin, its integration into the environment, the presence of decorative details (a small floor), advertising (lockers, posters, etc.) and practical (a mailbox for documents), have also been taken into account in the design and construction of the cabins. It is important to avoid any sensation of claustrophobia to the user and for this it is convenient that some walls are translucent and that the internal lighting is very careful. In addition, this achieves a warm atmosphere inside the cabin, in order to counteract the coldness of the machines. Confidentiality and privacy are also of great importance and are achieved through the use of suitable acoustic materials. Each cabin has a directional telephone of the type of employees in video-conferencing and a conventional headset for use by users who feel more comfortable with it.
La economía en la construcción de las cabinas se cuida utilizando elementos standard, siempre y cuando satisfagan los requisitos expuestos.The economy in the construction of the cabins is taken care of using standard elements, as long as satisfy the exposed requirements.
Todos los equipos de la cabina se incorporan en un mueble monolítico y compacto, susceptible de acomo¬ darse a diversas configuraciones de la cabina. Además de los equipos más técnicos tales como codificadores, modems, etc., cada cabina incluye un equipamiento que para las aplicaciones principales consiste en:All cab equipment is incorporated in a monolithic and compact cabinet, capable of accommodating various configurations of the cab. In addition to the more technical equipment such as encoders, modems, etc., each cabin includes equipment that for the main applications consists of:
- Un PC con monitor.- A PC with monitor.
- Una botonera sencilla para la selección de opciones.- A simple keypad for the selection of options.
- Cámara autofocus de vídeo.- Autofocus video camera.
- Teléfono direccional con altavoces integra¬ dos y auricular.- Directional telephone with integrated speakers and handset.
- Detector de presencia. - Impresora láser que, en determinadas aplica¬ ciones podrá complementarse o sustituirse por máquinas dispensadoras de documentos.- Presence detector. - Laser printer which, in certain applications, may be complemented or replaced by document dispensing machines.
- Butaca para el usuario y repisa escritorio.- User chair and desk shelf.
- Scaner o similar para el envío de documen- tos.- Scaner or similar for sending documents.
- Teléfono convencional y conectado a grabado¬ ra (opcional) .- Conventional telephone and connected to recorder (optional).
- Un sistema de alimentación ininterrumpida (UPS) para garantizar la continuidad del servicio ante las deficiencias del suminis¬ tro eléctrico (opcional) . La configuración típica de la cabina es de tipo abierto, apropiado para instalar dentro de una oficina o local comercial. Si la acústica y la confidencialidad lo permiten, carecen de puertas y techo, asegurando la confidencialidad mediante mamparas adecuadas y evitando también la claustrofobia.- An uninterruptible power supply (UPS) system to guarantee the continuity of the service due to the deficiencies of the electrical supply (optional). The typical configuration of the cabin is open type, suitable for installation inside an office or commercial premises. If acoustics and confidentiality allow it, they lack doors and ceilings, ensuring confidentiality through adequate screens and also avoiding claustrophobia.
No obstante, se han previsto cabinas de tipo exterior para vestíbulos, grandes superficies o intemperie, en cuyo caso se las dota normalmente de puertas controla- das, casi siempre, mediante tarjeta magnética, así como de techo formando una unidad más compacta.However, exterior-type cabins are planned for hallways, large surfaces or outdoors, in which case they are normally provided with controlled doors. you give, almost always, by means of a magnetic card, as well as a ceiling, forming a more compact unit.
Respecto al centro operativo, el mobiliario no estará estandarizado pero, en general, constará de uno o varios muebles-mesa divididos en celdas donde se alojarán los distintos operadores. Es importante cuidar que la pared del fondo sobre el que se proyecta la imagen del operador proporcione el contraste adecuado. Cada celda incluye una pantalla de un PC multimedia, en la que la imagen del cliente aparece sólo en una esquina, ya que al operador le basta con ver la expresión general del cliente, permitiendo así que los datos ocupen casi toda la pantalla.Regarding the operating center, the furniture will not be standardized but, in general, it will consist of one or more table furniture divided into cells where the different operators will be accommodated. It is important to take care that the bottom wall on which the operator image is projected provides adequate contrast. Each cell includes a screen of a multimedia PC, in which the image of the client appears only in a corner, since the operator just has to see the general expression of the client, thus allowing the data to occupy almost the entire screen.
Es importante cuidar la formación de los operadores en técnicas de vídeo-conferencia: concretamente, deben ser capaces de controlar la gesticulación y de controlar el ritmo de la conversación para que las limita¬ ciones de las líneas de transmisión no se traduzcan en desfases, voz/imagen muy molestas para el usuario de la cabina, el cual debería percibir una conversación lo más parecida posible a la comunicación "cara a cara". En instalaciones muy pequeñas o en pruebas piloto de acepta¬ ción por el público, se podría ubicar a los operadores en cabinas situadas dentro de una oficina donde, además de atender el sistema, podrían atender directamente a clientes eventuales. En cualquier caso, los puestos del centro operativo están interconectados entre sí.It is important to take care of the training of operators in video-conferencing techniques: specifically, they should be able to control the gesturing and control the pace of the conversation so that the limitations of the transmission lines do not translate into lags, voice / image very annoying for the user of the cabin, which should perceive a conversation as close as possible to the "face to face" communication. In very small installations or in pilot tests of acceptance by the public, operators could be located in cabins located within an office where, in addition to servicing the system, they could directly serve potential customers. In any case, the operating center posts are interconnected with each other.
Aparte de los equipos de telecomunicaciones (codificadores, modems, etc.) cada puesto de operador cuenta con: - Un ordenador multimedia con posibilidad de conexión directa o indirecta a la informáti¬ ca central de la empresa explotadora. - Micrófono direccional, altavoces y auricu¬ lar. - Cámara de vídeo enfocada al operador. - ACD, y/o servidor de comunicaciones para la distribución de llamadas entrantes.Apart from telecommunications equipment (encoders, modems, etc.), each operator position has: - A multimedia computer with the possibility of direct or indirect connection to the central computer of the operating company. - Directional microphone, speakers and headphone. - Video camera focused on the operator. - ACD, and / or communications server for the distribution of incoming calls.
- Teléfono convencional y grabadora (pueden ser compartidos entre varios puestos). - Impresora láser y scaner o similar, que pueden ser compartidos entre varios puestos.- Conventional telephone and recorder (can be shared between several positions). - Laser printer and scaner or similar, which can be shared between several positions.
El software operativo constituye el corazón del sistema, puesto que es lo que le permite funcionar.The operating software constitutes the heart of the system, since it is what allows it to function.
Coordina los distintos elementos que constituyen la infraestructura, gestiona y ordena las telecomunicaciones e integra (en grado variable según los deseos de cada cliente) el sistema con el software de las aplicaciones informáticas específicas de quien lo explota. El software operativo reside en los distintos equipos y constituye el componente más esencial, crítico y distintivo del sistema.It coordinates the different elements that constitute the infrastructure, manages and orders the telecommunications and integrates (to varying degrees according to the wishes of each client) the system with the software of the specific computer applications of the operator. The operating software resides on the different computers and constitutes the most essential, critical and distinctive component of the system.
El software de aplicaciones es específico de cada cliente y es el que proporciona los datos y produce la información que aquél desea transmitir al usuario a través del sistema. Este software de aplicaciones puede residir en:The application software is specific to each client and is the one that provides the data and produces the information that he wishes to transmit to the user through the system. This application software may reside in:
- Los ordenadores de que están dotadas las cabinas: que pueden combinar soportes con disco óptico y aplicaciones informáticas, por ejemplo de cálculo.- The computers that are equipped with the cabins: which can combine media with optical disk and computer applications, for example calculation.
- Un servidor situado en el centro logístico y operando en red local con conexión al ordenador central.- A server located in the logistics center and operating in a local network with connection to the central computer.
- El propio ordenardor principal de la entidad.- The principal order of the entity.
- Cualquier combinación de las alternativas anteriores.- Any combination of the above alternatives.
El software operativo y el de aplicación están interrelacionados mediante los interfaces adecuados, puesto que se opera en un entorno multimedia. Así, por ejemplo, el usuario es capaz de visualizar simultánea y/o sucesivamente en su pantalla la imagen del operador, los datos de la informática del cliente capturados por el operador o imágenes fijas o en movimiento procedentes de un disco óptico.The operating and application software are interrelated through the appropriate interfaces, since it is operated in a multimedia environment. So, for example, the The user is able to simultaneously and / or successively visualize on his screen the operator's image, the client's computer data captured by the operator or still or moving images from an optical disk.
El grado de integración entre software del sistema y la informática del cliente es variable en función de los deseos de este último. En el caso o modelo más simple el software operativo permite exclusivamente capturar pantallas del ordenador conectado a la informática del cliente y mostrarlas en los monitores de que están dotadas las cabinas.The degree of integration between system software and customer computing is variable depending on the wishes of the latter. In the simplest case or model, the operating software allows you to exclusively capture screens from the computer connected to the client's computer and display them on the monitors equipped with the cabins.
El sistema incorpora programas específicos para mediciones y control del propio sistema, seguridad y alarmas.The system incorporates specific programs for measurements and control of the system itself, security and alarms.
Respecto a las líneas de conexión y telecomu¬ nicaciones, la mayoría de las aplicaciones del sistema exigen el uso de redes tipo RDSI o similar y solamente las configuraciones más simples que se redujeran a kioscos de información local podrían ser autónomos.Regarding the connection and telecommunication lines, most system applications require the use of ISDN or similar networks and only the simplest configurations that are reduced to local information kiosks could be autonomous.
Las configuraciones más típicas del sistema son las que requieren conexión entre las cabinas y el centro operativo.The most typical system configurations are those that require connection between the cabins and the operating center.
Una característica esencial del sistema que se patenta, y que lo caracteriza, distinguiéndolo de cualquier aplicación de vídeo-conferencia, es que una llamada entrante en el centro operativo, procedente de cualquier cabina, es atendida por el primer operador del centro que se encuentre disponible (oparadores polivalentes) o por un operador cualquiera de entre los de un grupo especializado (especialistas). También permite transferir llamadas de un operador a otro (pasar la llamada a un especialista) . No obstante, no se descartan otras configuraciones para la atención y distribución de las comunicaciones con las cabinas. El software operativo que caracteriza el sistema es fundamental para alcanzar, con RDSI el mismo nivel de prestaciones que un ACD proporciona con líneas telefónicas convencionales. Mediante aquél, el sistema funciona en RDSI de forma similar a como lo hace un centro de atención de llamadas con líneas telefónicas convenciona¬ les.An essential feature of the system that is patented, and that characterizes it, distinguishing it from any video-conferencing application, is that an incoming call in the operating center, coming from any cabin, is answered by the first center operator that is available (multipurpose opadores) or by any operator among those of a specialized group (specialists). It also allows you to transfer calls from one operator to another (pass the call to a specialist). However, other configurations for the attention and distribution of communications with the cabins are not ruled out. The operating software that characterizes the system is essential to achieve, with ISDN the same level of performance that an ACD provides with conventional telephone lines. Through this, the system works in ISDN in a similar way to a call center with conventional telephone lines.
Para conseguir ese objetivo, el software operativo gestiona la red de telecomunicaciones que se ilustra en este mismo documento bajo el epígrafe "descrip¬ ción de un ejemplo de realización de la invención" y, mediante una serie de vídeos digitalizados, va guiando e informando al usuario a través del proceso (bienvenida, opciones, línea ocupada etc, etc.). Con el fin de evaluar y analizar el uso del sistema, su software incorpora la capacidad para identifi¬ car y medir cuando se desee todos aquellos parámetros que permitan valorar el funcionamiento y puedan usarse como herramientas para la actualización y mantenimiento de los sistemas operativos así como para tomar decisiones al respecto de las aplicaciones.To achieve this objective, the operating software manages the telecommunications network illustrated in this document under the heading "description of an embodiment of the invention" and, through a series of digitized videos, guides and informs the user through the process (welcome, options, busy line etc, etc.). In order to evaluate and analyze the use of the system, its software incorporates the ability to identify and measure when desired all those parameters that allow to evaluate the operation and can be used as tools for updating and maintaining operating systems as well as to make decisions about applications.
En concreto, se identifican y miden entre otros los siguientes parámetros:Specifically, the following parameters are identified and measured among others:
- El acceso al sistema, el acceso a la cabina y el tiempo de presencia, la información "enlatada" visio- nada y el tiempo empleado, la distribución del uso por horas y días, el tiempo de conexión, la codificación por parte del operador del motivo de la conexión, el registro de incidencias, etc. Al objeto de garantizar al máximo la continui¬ dad del servicio y planificar la solución más adecuada de cualquier anormalidad del sistema, se identifica y controla en todo momento, el estado de los elementos más críticos, previniendo cualquier otra deficiencia en variables que, aún no siendo críticas, afectarían negativamente a la calidad del servicio percibida por el cliente.- Access to the system, access to the cabin and the time of presence, the "canned" information displayed and the time used, the distribution of use by hours and days, the connection time, the coding by the operator the reason for the connection, the incident log, etc. In order to ensure maximum continuity of the service and plan the most appropriate solution to any abnormality of the system, the state of the most critical elements is identified and controlled at all times, preventing any other deficiency in variables that, not yet being critical, they would negatively affect the quality of service perceived by the client.
Este control y gestión se efectúa tanto sobre elementos del centro operativo como de las cabinas, siendo además, en este último caso, necesario que la información sea enviada a través de la línea al centro operativo para poder conocer en cada momento, el estado global del sistema y proseguir los procedimientos establecidos. En concreto se debe:This control and management is carried out both on elements of the operational center and the cabins, and in the latter case, it is also necessary that the information be sent through the line to the operational center in order to know at all times, the global state of the system and continue the established procedures. Specifically it should:
- Registrar el arranque del sistema con o sin conexión de línea.- Register the system startup with or without a line connection.
- Conocer el tiempo de funcionamiento sin que se haya efectuado llamada.- Know the operating time without calling.
Detectar probables usos deficientes o maliciosos del equipo. - Detectar fallos en el suministro eléctrico.Detect probable deficient or malicious uses of the equipment. - Detect power supply failures.
- Detectar fallos en equipos periféricos (impresora, scaners, detector de presencia, etc.).- Detect faults in peripheral equipment (printer, scaners, presence detector, etc.).
- Detectar fallos en la actualización remota de la información. - Detectar, cuando una llamada entra en el centro operativo, si se trata de un reintento y, por lo tanto, el cliente ha estado esperando porque su primer intento dio comunicando.- Detect failures in the remote update of the information. - Detect, when a call enters the operating center, if it is a retry and, therefore, the client has been waiting because his first attempt was communicating.
- Prever cómo avisar al cliente ante un corte de línea.- Anticipate how to notify the customer before a line break.
- Etc.- Etc.
Con la estructura descrita, el funcionamiento de la invención para una de sus aplicaciones consiste en lo siguiente: En estado de reposo el monitor mostrará unWith the structure described, the operation of the invention for one of its applications consists of the following: In idle state the monitor will show a
"salvapantallas" (logotipo en movimiento del cliente, fotos de las oficinas o instalaciones, publicidad genérica etc.)"screensaver" (client's moving logo, photos of offices or facilities, generic advertising etc.)
Al penetrar el usuario en la cabina y ser detectada su presencia se interrumpe automáticamente la fase anterior y aparece en pantalla una "azafata enlatada" con un mensaje de salutación ( "bienvenido a nuestro servicio de ...., por favor tome Vd. asiento").When the user enters the cabin and its presence is detected, the previous phase is automatically interrupted and a "canned stewardess" appears on the screen with a greeting message ("welcome to our service of ...., please take a seat").
La misma azafata procede a enumerar un "menú" de opciones que a medida que se citan van quedando impresas en pantalla:The hostess herself proceeds to list a "menu" of options that as they are cited are printed on the screen:
"por favor, pulse la tecla 1 para tener acceso a INFORMACIÓN GENÉRICA, la tecla 2 para obtener ATENCIÓN PERSONAL en Seguros la 3 para solicitar un préstamo etc.etc. si desea cancelar la comunicación pulse 8 en cualquier momento, pulsando la tecla 9 accederá Vd. a un operador que aclarará gustosamente sus posibles dudas". Etc. Si el cliente solicitase INFORMACIÓN GENÉRICA aparecerá en pantalla un vídeo (CD-ROM) con los productos que la empresa explotadora promocione, u otras informacio¬ nes que decida."Please, press key 1 to access GENERIC INFORMATION, key 2 to obtain PERSONAL CARE in Insurance 3 to request a loan etc. etc. If you wish to cancel the communication press 8 at any time, by pressing key 9 you will access You to an operator who will gladly clarify your possible doubts. " Etc. If the client requests GENERIC INFORMATION, a video (CD-ROM) will appear on the screen with the products that the operating company promotes, or other information that it decides.
Cuando el cliente seleccione la opción de ATENCIÓN PERSONAL un vídeo "enlatado" solicitará confirma¬ ción de la opción elegida, mediante la tecla "confirma¬ ción". A continuación nos enfrentamos a dos posibilidades: A - Que exista un puesto de operador disponi¬ ble en ese momento. B - Que todos los puestos estén ocupados.When the client selects the PERSONAL CARE option, a "canned" video will request confirmation of the chosen option, using the "confirmation" key. Then we face two possibilities: A - That there is an operator position available at that time. B - That all positions are filled.
Cuando al seleccionar "ATENCIÓN PERSONAL" el puesto esté disponible, aparecerá en el monitor la "azafata enlatada" con el mensaje de "llamada en curso" que se cortará al establecerse la conexión y aparecer la imagen del operador del centro logístico que se presentará, saludará al cliente e iniciará la comunicación. La comuni¬ cación personal puede desarrollarse en dos modalidades:When, when "PERSONAL CARE" is selected, the position is available, the "canned hostess" will appear on the monitor with the "call in progress" message that will be cut when the connection is established and the image of the operator of the logistics center will be presented, will greet the customer and initiate communication. Personal communication can be developed in two modes:
- "cara a cara" exclusivamente, en cuyo caso el operador se informará de los deseos del cliente, le solicitará la información pertinente y realizará a través de su ordenador las operaciones que proceda, exponiéndole el resultado (es decir, según una operativa similar a la de una oficina tradicional donde, en ningún momento, tiene el cliente acceso a las pantallas que está visualizando el comercial que le atiende) .- "face to face" exclusively, in which case the operator will be informed of the client's wishes, will request the relevant information and will make it through from your computer the operations that proceed, exposing the result (that is, according to an operation similar to that of a traditional office where, at no time, does the client have access to the screens that the salesperson is viewing).
Al concluir la consulta, el operador enviará por impresora la información o contrato, según proceda, y recogerá la firma del cliente por scanner o cámara de documentos cuando así se haya establecido. - "Mixta", donde en determinados momentos, el operador puede mostrar en el monitor del cliente, toda o parte de la información que aparece en su propia pantalla (por ejemplo, un estadillo de pagos) o incluso determinada información "enlatada" (vg. un vídeo con fotos de inmuebles en venta), permaneciendo idéntico el resto de la operativaAt the conclusion of the consultation, the operator will send the information or contract, as appropriate, by printer and collect the client's signature by scanner or document camera when it has been established. - "Mixed", where at certain times, the operator can display on the client's monitor, all or part of the information that appears on his own screen (for example, a payment status) or even certain "canned" information (eg a video with photos of properties for sale), the rest of the operation remains identical
(posibilidad de envío de documentación por impresora etc. ) .(possibility of sending documentation by printer etc.).
Es muy importante que el cliente no pierda en ningún momento la sensación de estar conversando "en directo", por lo que, en esta opción mixta, la imagen del operador deberá seguir apareciendo (aunque reducida) en una esquina del monitor.It is very important that the client does not lose the sensation of having a "live" conversation at any time, so, in this mixed option, the image of the operator must continue to appear (although reduced) in a corner of the monitor.
Si la línea estuviese ocupada cuando se selecciona la opción "ATENCIÓN PERSONAL", la "azafata enlatada" informará de ello al cliente mediante el mensaje "expertos ocupados" y le solicitará que pase a consultar durante unos minutos la opción "información genérica" pulsando la tecla correspondiente. El cliente se limitará a esperar que tenga éxito una de las sucesivas re-llamadas automáticas del sistema mientras aparece en su monitor el vídeo con información general. Tan pronto queda libre la línea, se establece la comunicación, interrumpiéndose dicho vídeo y apareciendo en pantalla la imagen del operador, continuando la operación tal como se ha expuesto antes.If the line is busy when the "PERSONAL CARE" option is selected, the "canned hostess" will inform the customer of this by means of the "busy experts" message and will ask you to check the "generic information" option for a few minutes by pressing the corresponding key. The client will only wait for one of the successive automatic re-calls of the system to succeed while the video with general information appears on its monitor. As soon as the line is free, communication is established, said video being interrupted and the operator's image appearing on the screen, continuing the operation as described above.
Si el cliente decidiera no esperar, podrá si lo desea, dejar un mensaje en la grabadora de que está dotado el sistema indicando sus datos de localización y solicitando a la empresa explotadora que se pongan en contacto con él.If the client decides not to wait, he may, if he wishes, leave a message on the recorder that he is equipped with the system indicating its location data and asking the operating company to contact him.
La "azafata" también informará si se produce alguna anomalía en la conexión ("error en línea").The "flight attendant" will also report if there is any connection anomaly ("online error").
El sistema pasará información al operador sobre el tiempo que ha estado en espera el cliente, a fin de que aquél pueda iniciar la conversación con una discul¬ pa. En su momento, el operador enviará al usuario por impresora el documento o contrato con el que se cierra la operación y, si procede, comprobará la firma que recibe mediante la cámara de documentos.The system will pass information to the operator on how long the client has been waiting, so that he can start the conversation with an apology. At the time, the operator will send the document or contract with which the operation is closed to the user and, if appropriate, verify the signature he receives through the document camera.
Una vez realizada la transacción, el operador se despide del cliente e interrumpe la comunicación, lo que activa automáticamente el "salvapantallas" .Once the transaction is completed, the operator says goodbye to the customer and interrupts the communication, which automatically activates the "screensaver".
A continuación, para facilitar una mejor comprensión de esta memoria descriptiva y formando parte integrante de la misma, se acompañan unas figuras en las que con carácter ilustrativo y no limitativo se ha repre¬ sentado el objeto de la invención.Next, in order to facilitate a better understanding of this descriptive report and forming an integral part thereof, some figures are attached in which the object of the invention has been represented by way of illustration and not limitation.
BREVE DESCRIPCIÓN DE LAS FIGURAS Figura 1.- Representa un diagrama de bloques simplificado del sistema multimedia de telegestión de la presente invención.BRIEF DESCRIPTION OF THE FIGURES Figure 1.- Represents a simplified block diagram of the telemanagement multimedia system of the present invention.
Figura 2.- Representa un desarrollo del diagrama de bloques de la anterior figura 1 según un ejemplo de realización de la invención.Figure 2.- Represents a development of the block diagram of the previous figure 1 according to an example of embodiment of the invention.
Figura 3.- Representa esquemáticamente una cabina y el diagrama de bloques de su equipamiento, de las empleadas en el ejemplo de realización referido en la anterior figura 2.Figure 3.- Schematically represents a cabin and the block diagram of its equipment, of those used in the example of embodiment referred to in the previous figure 2.
Figura 4.- Representa esquemáticamente el centro logístico con el diagrama de bloques de su equipa- miento del ejemplo de realización aludido en la figura 2. DESCRIPCIÓN DE UN EJEMPLO DE REALIZACIÓN DE LA INVENCIÓNFigure 4.- Schematically represents the logistics center with the block diagram of its equipment of the exemplary embodiment mentioned in Figure 2. DESCRIPTION OF AN EXAMPLE OF EMBODIMENT OF THE INVENTION
Seguidamente se realiza una descripción de un ejemplo de la invención haciendo referencia a la numeración adoptada en las figuras. Así, el sistema multimedia de telegestión de este ejemplo de realización, está previsto para su aplica¬ ción a una entidad bancaria y consiste en una serie de cabinas informativas 1 distribuidas entre las sucursales del banco o en otros lugares de interés a los que los usuarios puedan acceder en cualquier momento.Next, a description of an example of the invention is made with reference to the numbering adopted in the figures. Thus, the multimedia telemanagement system of this exemplary embodiment is intended for application to a banking entity and consists of a series of information booths 1 distributed between bank branches or other places of interest to which users They can access at any time.
Estas cabinas 1 están comunicadas con al menos un centro logístico u operativo 2 mediante redes de telecomunicaciones 3.These cabins 1 are connected to at least one logistics or operational center 2 via telecommunications networks 3.
En el presente ejemplo se emplea la RTC (Red Telefónica Conmutada) 4 y la RDSI (Red Digital de ServiciosIn this example, the RTC (Switched Telephone Network) 4 and the ISDN (Digital Services Network) are used
Integrados) 5, aunque en otros ejemplos podrán utilizarse otras redes o vías siempre que sean capaces de transmitir imagen, sonido y datos.Integrated) 5, although in other examples other networks or channels may be used provided they are capable of transmitting image, sound and data.
En el centro logístico 2 hay una pluralidad de celdas o puestos 6 con respectivos expertos en diferentes temas que atenderán a las consultas u operaciones efectua¬ das desde las cabinas 1.In the logistics center 2 there are a plurality of cells or posts 6 with respective experts in different subjects that will attend the queries or operations carried out from the booths 1.
El centro logístico 2 incluye un servidor de comunicaciones 7 que recibe vía telefónica RTC dos datos: la cabina de la que procede la llamada y el tema de consulta o tipo de operación. Esta llamada telefónica la realiza automáticamente la cabina 1 en cuanto el usuario selecciona el tema de consulta, por lo que éste no tiene que marcar número alguno ni establecer la comunicación de manera activa.Logistics center 2 includes a communications server 7 that receives two data via RTC telephone: the booth from which the call comes and the question or type of operation. This phone call is automatically made by booth 1 as soon as the user selects the subject of the query, so he does not have to dial any number or establish active communication.
Al conocer el servidor de comunicaciones 7 el tema de consulta dirige la llamada al experto o grupo de expertos de las celdas 6 que corresponda, informándoles además del número de la cabina 1 de la que procede la llamada. Para ello el servidor de comunicaciones 7 y las celdas 6 se encuentran comunicados a través de una red local 8.Upon knowing the communication server 7, the query topic directs the call to the expert or group of experts of the corresponding cells 6, informing them in addition to the number of the booth 1 from which the call comes. For this, the communication server 7 and the cells 6 are communicated through a local network 8.
El operario experto de una celda 6, una vez que sabe que tiene una llamada y la cabina 1 de la que procede, efectúa el mismo una llamada vía RDSI hacia dicha cabina 1, que ésta contesta automáticamente, con lo que se establece la comunicación audiovisual con el usuario sin que éste tenga que efectuar operación alguna.The expert operator of a cell 6, once he knows that he has a call and the booth 1 from which he comes, makes a call via ISDN to said booth 1, which the latter answers automatically, thereby establishing audiovisual communication with the user without having to perform any operation.
Con esta configuración se evita distribuir las llamadas de la RDSI y se distribuyen únicamente las llamadas telefónicas para lo cual hay tecnología actual disponible, como los equipos ACD, mientras que para la distribución de llamadas RDSI no hay equipos en el mercado.With this configuration it is avoided to distribute ISDN calls and only telephone calls are distributed for which there is current technology available, such as ACD equipment, while for the distribution of ISDN calls there is no equipment in the market.
No obstante, en otros ejemplos se podrán distribuir llamadas RDSI mediante un distribuidor que se desarrolle específicamente, por simulación informática o con equipos especiales que aparezcan en el futuro. Para estos casos se podrá eliminar el servidor de comunicaciones 7 y la conexión a línea telefónica convencional 4 del centro logístico 2, pero con la tecnología actualmente disponible la configuración de este ejemplo es más sencilla y barata, manteniendo una gran eficacia.However, in other examples, ISDN calls may be distributed through a distributor that is specifically developed, by computer simulation or with special equipment that will appear in the future. For these cases, the communications server 7 and the connection to the conventional telephone line 4 of the logistics center 2 can be eliminated, but with the technology currently available, the configuration of this example is simpler and cheaper, maintaining great efficiency.
Cada cabina 1 es un recinto pensado para una gran confortabilidad del usuario, el cual se encontrará en una butaca 9 frente a un mueble monolítico y registrable 10 que incluye todo el equipamiento.Each cabin 1 is an enclosure designed for great user comfort, which will be found in an armchair 9 in front of a monolithic and recordable furniture 10 that includes all the equipment.
Dicho equipamiento consiste básicamente en un ordenador con tarjetas de vídeo-conferencia 11, con teclado y monitor 12, altavoces 13, micrófono 14 y cámara de vídeo 15, constituyendo un entorno multimedia y una sencilla botonera 16 que permite al usuario, fácilmente y sin necesidad de ningún conocimiento informático o tecnológico, ir seleccionando las opciones que se le ofrezcan.Said equipment basically consists of a computer with video-conference cards 11, with keyboard and monitor 12, speakers 13, microphone 14 and video camera 15, constituting a multimedia environment and a simple keypad 16 that allows the user, easily and without need of no computer or technological knowledge, go selecting the options that are offered.
El ordenador 11 dispone de impresora 17 y scaner o cámara de documentos 18 para la recepción y el envío respectivamente, de firmas, documentos y similares. El equipo de la cabina 1 incluye un detector de presencia 19 para inicializar dicho equipo al detectar a un usuario, al tiempo que, una vez sabida la opción del menú que elige el usuario, se realiza la llamada telefónica hacia el centro logístico 2, de manera automática a través de un modem 20 y con la finalidad que se expuso anterior¬ mente. Y un equipo de continuidad UPS (37) para evitar problemas en el suministro eléctrico. En este ejemplo, se ha incluido un teléfono convencional 21 para que el usuario pueda efectuar llamadas normales si así lo desea o grabar mensajes, aunque este teléfono 21 no forma parte del equipo básico de la cabina 1. En este sentido pueden incluirse muchos otros equipos no contemplados en este ejemplo, tales como cajeros automáti¬ cos, máquinas expendedoras, etc.The computer 11 has a printer 17 and a scanner or document camera 18 for reception and sending, respectively, of signatures, documents and the like. The equipment of the cabin 1 includes a presence detector 19 to initialize said equipment upon detecting a user, while, once the option of the menu chosen by the user is known, the telephone call is made to the logistics center 2, of automatically through a modem 20 and with the purpose set out above. And a UPS continuity device (37) to avoid problems in the power supply. In this example, a conventional telephone 21 has been included so that the user can make normal calls if desired or record messages, although this telephone 21 is not part of the basic equipment of the cabin 1. In this sense many other equipment can be included not contemplated in this example, such as ATMs, vending machines, etc.
Las principales funciones de cada cabina 1 son:The main functions of each cabin 1 are:
- Configuración de vídeos o acciones que se desencadenan para las pulsaciones sobre la botonera 16.- Configuration of videos or actions that are triggered for the keystrokes on the keypad 16.
- Salvapantallas. Esto es vídeos informativos o logotipo del banco que aparece mientras la cabina 1 no esté en uso.- Screensaver. This is informative videos or bank logo that appears while cabin 1 is not in use.
- Interfaz de usuario y presentación de menús u opciones que el usuario pueda seleccionar.- User interface and presentation of menus or options that the user can select.
- Establecimiento de las comunicaciones vía RTC (4), a través de puerto serie y mediante un modem 20 hacia el centro logístico 2.- Establishment of communications via RTC (4), through a serial port and through a modem 20 to the logistics center 2.
- Recepción de la llamada RDSI (5) procedente de dicho centro 2.- Receipt of the ISDN call (5) from said center 2.
- Recepción y envío de imagen, sonido, datos y documentos en el transcurso de la comunicación vía RDSI.- Receipt and sending of image, sound, data and documents in the course of communication via ISDN.
- Mantenimiento de la conexión RDSI y control de los errores que puedan producirse. En el centro logístico 2, cada celda 6 contará con un equipamiento básico que presenta cierta analogía con el equipo de las cabinas 1, pero que también se diferencia del mismo.- Maintenance of the ISDN connection and control of errors that may occur. In logistics center 2, each cell 6 will count with a basic equipment that presents a certain analogy with the equipment of cabins 1, but which also differs from it.
Así, cada celda 6 dispone de una butaca 36 que estará ocupada por el operario o técnico experto pertinente y que se halla frente a un ordenador 22 con monitor 23 asociado a unos altavoces 24, un micrófono 25 y una cámara de vídeo 26. Además este ordenador 22 dispone de periféri¬ cos profesionales 27 tales como teclado y ratón para el manejo de los programas y operaciones a efectuar por dicho operario.Thus, each cell 6 has an armchair 36 that will be occupied by the relevant expert operator or technician and is in front of a computer 22 with monitor 23 associated with speakers 24, a microphone 25 and a video camera 26. In addition, this Computer 22 has professional peripherals 27 such as keyboard and mouse for handling the programs and operations to be performed by said operator.
Cada ordenador 22 permite conmutar las comunicaciones RDSI hacia otra celda 6 para la atención de otro experto. Para ello cada ordenador 22 conecta con los de las otras celdas 6 mediante una red local 8 con protoco¬ lo NETBIOS a la que también se encuentra conectado el servidor de comunicaciones 7.Each computer 22 allows to switch ISDN communications to another cell 6 for the attention of another expert. For this, each computer 22 connects with those of the other cells 6 by means of a local network 8 with NETBIOS protocol to which the communication server 7 is also connected.
El ordenador 22 de cada celda 6 dispone de impresora 28 y cámara de documentos 29 (o scaner) para la recepción y envío respectivamente, de firmas, documentos y similares; si bien estos equipos 28 y 29 pueden ser compartidos por varias celdas 6.The computer 22 of each cell 6 has a printer 28 and a document camera 29 (or scanner) for receiving and sending, respectively, signatures, documents and the like; although these devices 28 and 29 can be shared by several cells 6.
Finalmente, el equipo básico de las celdas 6 incluye la conexión a través de una red local con la informática de la empresa explotadora, en este caso de la entidad bancaria, para lo cual el operario dispondrá del correspondiente ordenador terminal 30 con sus periféricos 31. Con ello se podrá llevar la información de este terminal 30 directamente a la cabina 1 ó con las restric- ciones que se deseen. También se ha previsto agrupar las funciones de los ordenadores 22 y 30 en un único ordenador, aunque la configuración del presente ejemplo presenta las ventajas de una mayor independencia operativa y una mayor facilidad de instalación de la invención en cualquier empresa interesada. En este ejemplo se ha incluido, además y aparte del equipamiento básico, un teléfono convencional 32 para uso personal de cada operario.Finally, the basic equipment of the cells 6 includes the connection through a local network with the computer science of the operating company, in this case of the banking entity, for which the operator will have the corresponding terminal computer 30 with its peripherals 31. With this, the information of this terminal 30 can be taken directly to cabin 1 or with the restrictions that are desired. It is also planned to group the functions of computers 22 and 30 into a single computer, although the configuration of the present example has the advantages of greater operational independence and greater ease of installation of the invention in any interested company. This example has included, in addition to and apart from the basic equipment, a conventional telephone 32 for the personal use of each operator.
El servidor de comunicaciones 7 incluye un modem 33 que recibe las llamadas telefónicas provenientes de las cabinas 1, y un ordenador 34 con sus correspondien¬ tes periféricos 35 mediante el que asigna las llamadas a la celda o celdas 6 que corresponda. El funcionamiento de este servidor de comunicaciones 7 puede estar totalmente automatizado, sin necesidad de requerir un operario fijo.The communication server 7 includes a modem 33 that receives the telephone calls from the booths 1, and a computer 34 with its corresponding peripherals 35 by means of which it assigns the calls to the corresponding cell or cells 6. The operation of this communication server 7 can be fully automated, without requiring a fixed operator.
Las funciones principales del servidor de comunicaciones 7 son:The main functions of communication server 7 are:
- Recepción mediante modem 33 de las llamadas provenientes de las cabinas 1 vía RTC (4). - Configuración de operadores, incluyendo una tabla de operadores que contiene todos los operadores de las celdas 6 y sus áreas de especialización.- Reception by modem 33 of the calls coming from booths 1 via RTC (4). - Operator configuration, including an operator table containing all the operators in cells 6 and their areas of expertise.
- Discriminación de llamadas (simulador ACD) para controlar en función del tema solicitado por el cliente a qué operador o grupo de operadores debe ser enviada la llamada.- Discrimination of calls (ACD simulator) to control depending on the theme requested by the client to which operator or group of operators the call should be sent.
- Comunicación con los operadores de las celdas 6 que corresponda controlando la ocupación de los mismos. - Detección de errores producidos en las comunicaciones, tanto entre las cabinas 1 y servidor 7 como entre éste y las celdas 6.- Communication with the operators of cells 6 that correspond controlling their occupation. - Detection of errors produced in communications, both between booths 1 and server 7 and between it and cells 6.
- Generación de un fichero en el que se almacenan todos los parámetros referentes al rendimiento del sistema.- Generation of a file in which all parameters related to system performance are stored.
-ínterfaz de usuario para interactuar con el sistema y su administrador.-User interface to interact with the system and its administrator.
La plataforma de operadores o celdas 6 presentan las principales funciones siguientes: - Gestión de la entrada de llamadas, de la cola producida por éstas y de las transferencias que haya que hacer de una a otra celda 6.The platform of operators or cells 6 have the following main functions: - Management of the incoming calls, of the queue produced by these and transfers to be made from one cell to another 6.
-Transferencias de llamadas a otra celda 6 cuando el cliente solicita otro tema de consulta. - Establecimiento de la comunicación RDSI con las cabinas 1.-Transfer calls to another cell 6 when the client requests another query topic. - Establishment of ISDN communication with booths 1.
- Mantenimiento y finalización de la comunica¬ ción RDSI con las cabinas 1.- Maintenance and termination of ISDN communication with booths 1.
- Comunicación con el servidor de comunicacio- nes 7 para informar sobre posibles incidencias tales como interrupción del servicio de la celda 6 por descanso del operario, etc.- Communication with communication server 7 to report possible incidents such as interruption of cell 6 service due to operator rest, etc.
- Captura de pantallas (o partes de éstas) del ordenador terminal 30 de la informática de la empresa, para ser enviadas al cliente cuando así se requiera.- Capture screens (or parts thereof) of the terminal computer 30 of the company's computer science, to be sent to the client when required.
- Envío de imágenes y documentos a las cabinas 1 vía RDSI.- Sending images and documents to booths 1 via ISDN.
- Interfaz de usuario para interactuar con el operador de la celda 6 correspondiente. En el presente ejemplo de la invención se ha previsto la grabación de siete vídeos diferentes para ser mostrados en los monitores 12 de las cabinas 1 según distintas circunstancias. Así, las funciones respectivas de dichos vídeos son: - Dar la bienvenida al cliente que entra en la cabina 1.- User interface to interact with the corresponding cell 6 operator. In the present example of the invention, the recording of seven different videos has been provided to be shown on the monitors 12 of the booths 1 according to different circumstances. Thus, the respective functions of these videos are: - To welcome the customer entering cabin 1.
- Ofrecer el menú de posibilidades al cliente que se encuentra en la cabina 1.- Offer the menu of possibilities to the client located in cabin 1.
- Ofrecer imágenes que indican que la llamada efectuada está en espera.- Offer images that indicate that the call made is on hold.
- Ofrecer imágenes que indican que hay algún error en la conexión.- Offer images that indicate that there is an error in the connection.
- Ofrecer imágenes que indican que el operador de la celda 6 se encuentra ocupado. - Ofrecer imágenes que indican que el sistema se encuentra fuera de servicio.- Offer images that indicate that the operator in cell 6 is busy. - Offer images indicating that the system It is out of order.
- Ofrecer imágenes de productos de la entidad bancaria (o de la empresa explotadora para un caso más general) . A continuación se describe el funcionamiento de la aplicación del presente ejemplo, sobre la base de utilización en una entidad bancaria:- Offer images of products of the banking entity (or of the operating company for a more general case). The following describes the operation of the application of this example, based on the use in a banking entity:
El banco dispondrá de determinadas cabinas informativas 1 en las que la pantalla de su monitor 12 ofrece una demostración (vídeo informativo o logotipo del banco) cuando nadie se encuentra utilizando dichas cabinas 1.The bank will have certain information booths 1 in which the screen of its monitor 12 offers a demonstration (informative video or bank logo) when no one is using such booths 1.
En el momento en el cual un cliente desea consultar con un experto, se introducirá en la cabina 1, que detectará su presencia mediante el sensor de presencia 19, o en otros ejemplos de realización mediante pulsación de la botonera 16, parándose automáticamente el vídeo informativo y apareciendo otro vídeo, con una "azafata enlatada" que le dará la bienvenida al servicio. A continuación le aparecerá un menú en vídeo con las posibles opciones de consulta que podrán ser: la consulta con un experto de determinado tema o información propia del banco.At the moment in which a client wishes to consult with an expert, it will be introduced in the cabin 1, which will detect its presence by means of the presence sensor 19, or in other examples of embodiment by pressing the button 16, automatically stopping the informative video and another video appears, with a "canned hostess" who will welcome you to the service. Next, a video menu will appear with the possible consultation options that may be: consultation with an expert of a specific subject or bank-specific information.
El cliente seleccionará mediante la botonera 16 una de las opciones disponibles. Si el cliente seleccio¬ na una opción informativa, se ejecutará el vídeo correspon¬ diente. Si el cliente selecciona la consulta con un experto, el sistema llamará al centro logístico 2 remoto vía RTC, en el cual estarán todos los expertos, solicitando información sobre el tema elegido por el cliente. En la pantalla del monitor 12 de la cabina 1 aparecerá mientras tanto un vídeo informando sobre el establecimiento de la comunicación.The customer will select one of the available options using the 16 keypad. If the client selects an informational option, the corresponding video will be executed. If the client selects the consultation with an expert, the system will call the remote logistics center 2 via RTC, in which all the experts will be, requesting information on the subject chosen by the client. Meanwhile, a video informing about the establishment of the communication will appear in the monitor screen 12 of the cabin 1.
La llamada efectuada por el cliente llegará al servidor de comunicaciones 7 (que dispondrá de uno o más modems 33), situado en el centro logístico 2, con informa¬ ción del número de teléfono de la cabina 1 llamante y del tema a consultar. El servidor 7 realizará funciones de ACD, mediante una tabla interna en la cual estarán relacionados los operadores (expertos) del centro 2 con los temas disponibles, e informará al operador correspondiente de la solicitud de una consulta.The call made by the client will reach the communications server 7 (which will have one or more modems 33), located in logistics center 2, with information on the telephone number of the calling booth 1 and the subject to be consulted. The server 7 will perform ACD functions, through an internal table in which the operators (experts) of the center 2 will be related to the available topics, and will inform the corresponding operator of the request for a query.
Si en el momento de la llamada no hubiera ningún operador disponible, el servidor 7 informará a los expertos del tema en cuestión que existe una llamada en espera. Si en un tiempo determinado ningún operador la recoge, el sistema informará al cliente, con un vídeo, de la imposibilidad de comunicar con el experto, dándole la posibilidad de reintentar la llamada. Hasta que una llamada haya tenido éxito (porque el operador la recoge o por time- out) la línea RTC estará activa.If no operator is available at the time of the call, the server 7 will inform the experts of the subject in question that there is a call waiting. If at any given time no operator picks it up, the system will inform the client, with a video, of the impossibility of communicating with the expert, giving him the possibility of retrying the call. Until a call has been successful (because the operator picks it up or by time-out) the RTC line will be active.
Si el experto al cual le desea hacer la consulta está libre, el sistema pasará los datos al ordenador 22 del operador, que realizará una llamada RDSI a la cabina 1.If the expert you wish to consult is free, the system will pass the data to the operator's computer 22, which will make an ISDN call to booth 1.
Una vez establecida la comunicación RDSI entre el cliente y el operador, se podrán establecer dos opciones de diálogo; cara a cara y mixta.Once the ISDN communication between the client and the operator is established, two dialogue options can be established; face to face and mixed.
En la opción cara a cara, la imagen del operador aparecerá a pantalla completa en el monitor 12 del cliente, estableciéndose una comunicación bidireccional entre ambos (similar a una consulta tradicional en una oficina bancaria) . Al finalizar la consulta, el operador podrá enviar a la impresora 17 del cliente la información que éste solicite.In the face-to-face option, the operator image will appear full screen on the client monitor 12, establishing a two-way communication between the two (similar to a traditional consultation in a bank office). At the end of the query, the operator can send the client's information 17 to the client.
En la opción mixta, en algunas ocasiones el operador podrá capturar una pantalla de su ordenador de gestión bancaria 30 y enviársela al cliente. En el monitor 12 del cliente aparecerá dicha captura a pantalla completa así como la imagen del operador en una ventana pequeña situada en una de las esquinas del monitor 12. Igualmente, al final de la consulta, el operador podrá enviar la información solicitada a la impresora 17 del cliente. El cliente podrá validar su firma mediante la cámara de documentos 18. Al finalizar la transacción, el operador se despedirá del cliente e interrumpirá la comunicación RDSI, lo que activará automáticamente el vídeo informativo o logotipo del banco.In the mixed option, sometimes the operator can capture a screen of his bank management computer 30 and send it to the customer. In the monitor 12 of the client, this capture will appear in full screen as well as the image of the operator in a small window located in one of the corners of the monitor 12. Similarly, at the end of the consultation, the operator may send the requested information to the client printer 17. The client can validate his signature by means of the document chamber 18. At the end of the transaction, the operator will say goodbye to the client and interrupt the ISDN communication, which will automatically activate the bank's informative video or logo.
Con el fin de evaluar el rendimiento del sistema, el servidor de comunicaciones 7 del centro logístico 2 es capaz de cuantificar parámetros tales como el número de accesos al sistema, el tiempo de conexión, el motivo de la conexión, y qué operadores y cuantas veces han prestado sus servicios, etc. In order to evaluate the performance of the system, the communications server 7 of the logistics center 2 is able to quantify parameters such as the number of accesses to the system, the connection time, the reason for the connection, and which operators and how many times They have provided their services, etc.

Claims

REIVINDICACIONES 1.- SISTEMA MULTIMEDIA DE TELEGESTION, del tipo de sistemas que permiten la comunicación entre distintos puntos (1 y 2) mediante redes adecuadas de telecomunicación (3); caracterizado porque cuenta con unas cabinas (1) distribuidas en diferentes zonas y dotadas de medios para la recepción y el envío de sonido, imagen y datos, desde y hacia al menos un centro logístico (2) que incluye medios para la recepción y envío de sonido, imagen y datos, desde y hacia todas y cada una de las cabinas (1); existiendo en el centro logístico (2) medios para la distribución selectiva de las comunicaciones correspondien¬ tes hacia unas celdas o puestos (6) de dicho centro (2) ocupados por técnicos expertos en distintos temas que atienden selectivamente la comunicación con los clientes ubicados en las cabinas (1), en función de los requeri¬ mientos de éstos; habiéndose previsto en dichas cabinas (1) medios para una función opcional meramente informativa e independiente del centro logístico (2), mediante la exposición de información audiovisual.CLAIMS 1.- MULTIMEDIA TELEGESTION SYSTEM, of the type of systems that allow communication between different points (1 and 2) by means of suitable telecommunication networks (3); characterized in that it has cabins (1) distributed in different areas and equipped with means for receiving and sending sound, image and data, to and from at least one logistics center (2) that includes means for receiving and sending sound, image and data, to and from each and every one of the cabins (1); existing in the logistics center (2) means for the selective distribution of the corresponding communications to some cells or posts (6) of said center (2) occupied by expert technicians in different subjects that selectively attend the communication with the clients located in the cabins (1), depending on their requirements; having provided in said booths (1) means for an optional function that is merely informative and independent of the logistics center (2), through the exhibition of audiovisual information.
2.- SISTEMA MULTIMEDIA DE TELEGESTION, según reivindicación 1, caracterizado porque la comunicación entre las cabinas (1) y el centro logístico (2) comprende las siguientes etapas: - Detección de presencia de cliente en la cabina (1), ofrecimiento de un menú de opciones al cliente y en su caso, llamada automática a través de una red telefónica conmutada (4) hacia el centro logístico (2), informando a éste de la opción elegida por el cliente y la identificación de la cabina (1) desde la que se realiza la llamada;2. MULTIMEDIA TELEGESTION SYSTEM, according to claim 1, characterized in that the communication between the booths (1) and the logistics center (2) comprises the following steps: - Detection of customer presence in the booth (1), offering a option menu to the customer and, where appropriate, automatic call through a switched telephone network (4) to the logistics center (2), informing the customer of the option chosen by the customer and the identification of the cabin (1) from the one making the call;
- recogida y distribución de la llamada automática procedente de la cabina (1), mediante un servidor de comunicaciones (7) existente en el centro logístico (2) que asigna la llamada al puesto o puestos (6) disponibles y más adecuados según la aludida opción elegida;- collection and distribution of the automatic call from the cabin (1), by means of a communications server (7) existing in the logistics center (2) that assigns the call to the post or posts (6) available and more suitable according to the aforementioned option chosen;
- recogida de la llamada en el puesto (6) que corresponda y llamada personal del técnico experto, a través de una red de imagen, sonido y datos (5), hacia la cabina (1) de la que procede la llamada automática, o envío de información e instrucciones de espera al usuario;- pick up of the call at the corresponding position (6) and personal call of the expert technician, through an image, sound and data network (5), to the cabin (1) from which the automatic call comes, or sending information and waiting instructions to the user;
- contestación automatizada en la cabina (1) de la llamada procedente del técnico experto, quedando establecida la comunicación audiovisual entre éste y el cliente ubicado en la cabina (1);- automated answer in the booth (1) of the call coming from the expert technician, being established the audiovisual communication between this and the client located in the booth (1);
- mantenimiento de la comunicación audiovisual con el cliente y finalización de la misma efectuada por el técnico experto. - Maintenance of audiovisual communication with the client and completion of the same by the expert technician.
3.- SISTEMA MULTIMEDIA DE TELEGESTION, según las reivindicaciones 1 y 2, caracterizado porque los medios para las comunicaciones audiovisuales y el equipamiento en cada cabina (1) incluyen un ordenador (11) con monitor (12) y conectado a una cámara de vídeo (15) , unos altavoces (13), un micrófono (14), un detector de presencia (19), una impresora (17), un scaner o cámara de documentos (18), y un periférico de manejo simplificado o botonera (16); todo ello integrado en un mueble preferentemente monolítico y registrable (10) que se ubica frente a una butaca de usuario (9) generalmente en el interior de una cabina (1), y disponiendo dicho ordenador (11) de conexión a una red de sonido, imagen y datos (5); así como de conexión a una red telefónica conmutada (4) a través de un modem (20); habiéndose previsto en el interior de la cabina (1) equipamiento adicional ajeno al sistema básico, como teléfono convencional (21), cajero automático, máquinas expendedoras y similares.3. MULTIMEDIA TELEGESTION SYSTEM, according to claims 1 and 2, characterized in that the means for audiovisual communications and the equipment in each cabin (1) include a computer (11) with monitor (12) and connected to a video camera (15), speakers (13), a microphone (14), a presence detector (19), a printer (17), a scanner or document camera (18), and a simplified operating peripheral or keypad (16 ); all of this is integrated in a furniture that is preferably monolithic and recordable (10) that is located in front of a user chair (9) generally inside a cabin (1), and said computer (11) having a connection to a sound network. , image and data (5); as well as connection to a switched telephone network (4) through a modem (20); having provided additional equipment outside the basic system inside the cabin (1), such as conventional telephone (21), ATM, vending machines and the like.
4.- SISTEMA MULTIMEDIA DE TELEGESTION, según las reivindicaciones 1 y 2, caracterizado porque los medios para la gestión de la comunicación audiovisual y el equipamiento en el centro logístico (2) incluyen un ordenador servidor de comunicaciones (34) con un sistema discriminador y distribuidor de llamadas telefónicas conectado a una red telefónica conmutada (4) a través de un modem (33) y que a su vez está conectado a una red local (8) del centro logístico (2) dotada con terminales de conexión hacia todos los puestos (6) del centro (2) en los que se ubican los técnicos expertos y su equipamiento correspondiente. 4. MULTIMEDIA TELEGESTION SYSTEM, according to claims 1 and 2, characterized in that the means for the management of audiovisual communication and the equipment in the logistics center (2) includes a communications server computer (34) with a discriminating system and telephone call distributor connected to a switched telephone network (4) through a modem (33) and which in turn is connected to a local network (8) of the logistics center (2) equipped with connection terminals to all posts (6) of the center (2) in which the expert technicians and their corresponding equipment are located.
5.- SISTEMA MULTIMEDIA DE TELEGESTION, según la reivindicación 4, caracterizado porque el equipamiento de cada uno de dichos puestos (6), consiste en un primer ordenador multimedia (22) con monitor (23) conectado a una cámara de vídeo (26), unos altavoces (24), un micrófono (25), una impresora (28), un scaner o cámara de documentos (29), periféricos profesionales (27) tales como teclado, ratón o similares, y a otro ordenador (30) con sus perifé¬ ricos correspondientes (31) en el que se dispone de la informática de la empresa explotadora del sistema; todo ello ubicado frente a una butaca de técnico experto (36) y disponiendo el referido primer ordenador (22) de conexión a la red local (8) del servidor de comunicaciones (7), facultando el desvío por el técnico de las comunicaciones hacia otros puntos o puestos (6), así como de conexión a una red de sonido, imagen y datos (5); habiéndose previsto en los puestos (6) la refundición de sus dos ordenadores (22 y 30) en un único ordenador, y equipamiento ajeno al sistema básico como un teléfono convencional (32). 5. MULTIMEDIA TELEGESTION SYSTEM, according to claim 4, characterized in that the equipment of each of said positions (6), consists of a first multimedia computer (22) with monitor (23) connected to a video camera (26) , speakers (24), a microphone (25), a printer (28), a scanner or document camera (29), professional peripherals (27) such as keyboard, mouse or the like, and another computer (30) with its corresponding peripherals (31) in which the information technology of the system operating company is available; all this located in front of an expert technician armchair (36) and having said first computer (22) connecting to the local network (8) of the communications server (7), empowering the diversion by the communications technician to others points or posts (6), as well as connection to a sound, image and data network (5); the recasting of its two computers (22 and 30) in a single computer, and equipment outside the basic system such as a conventional telephone (32) having been planned in positions (6).
PCT/ES1995/000157 1995-07-31 1995-12-28 Multimedia telemanaging system WO1997005733A1 (en)

Priority Applications (1)

Application Number Priority Date Filing Date Title
AU43481/96A AU4348196A (en) 1995-07-31 1995-12-28 Multimedia telemanaging system

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ESP9501547 1995-07-31
ES9501547A ES2112764B1 (en) 1995-07-31 1995-07-31 MULTIMEDIA TELEGESTION SYSTEM.

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WO1997005733A1 true WO1997005733A1 (en) 1997-02-13

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WO1999004547A1 (en) * 1997-07-15 1999-01-28 British Telecommunications Public Limited Company Multimedia call handling
US6223165B1 (en) 1999-03-22 2001-04-24 Keen.Com, Incorporated Method and apparatus to connect consumer to expert
WO2002054314A1 (en) * 2001-01-03 2002-07-11 Fabrega, Marietta E-commerce development intranet portal
US6519570B1 (en) 1999-10-08 2003-02-11 Keen.Com, Inc. A Corp. Of Ca. System and method for conducting a time auction
US6704403B2 (en) 2001-09-05 2004-03-09 Ingenio, Inc. Apparatus and method for ensuring a real-time connection between users and selected service provider using voice mail
US7647259B2 (en) 2000-06-16 2010-01-12 De Fabrega Ingrid Perscky E-commerce development intranet portal
US8843392B2 (en) 2001-03-13 2014-09-23 Yp Interactive Llc Apparatus and method for recruiting, communicating with, and paying participants of interactive advertising
US8856014B2 (en) 2005-02-16 2014-10-07 Yp Interactive Llc Methods and apparatuses for delivery of advice to mobile/wireless devices
US9197479B2 (en) 2006-01-10 2015-11-24 Yellowpages.Com Llc Systems and methods to manage a queue of people requesting real time communication connections
US9202219B2 (en) 2005-02-16 2015-12-01 Yellowpages.Com Llc System and method to merge pay-for-performance advertising models
US9277019B2 (en) 2007-06-18 2016-03-01 Yellowpages.Com Llc Systems and methods to provide communication references to connect people for real time communications
US9462121B2 (en) 2007-02-22 2016-10-04 Yellowpages.Com Llc Systems and methods to confirm initiation of a callback
US9553851B2 (en) 2005-09-28 2017-01-24 Yellowpages.Com Llc Methods and apparatuses to track information using call signaling messages
US9639863B2 (en) 2003-10-06 2017-05-02 Yellowpages.Com Llc System and methods to connect people in a marketplace environment
US9679295B2 (en) 2005-02-25 2017-06-13 Yellowpages.Com Llc Methods and apparatuses for sorting lists for presentation
US9984377B2 (en) 2003-10-06 2018-05-29 Yellowpages.Com Llc System and method for providing advertisement
US10102548B2 (en) 2003-10-06 2018-10-16 Yellowpages.Com Llc Method and apparatuses for offline selection of pay-per-call advertisers
US10262340B2 (en) 2004-05-04 2019-04-16 Yellowpages.Com Llc Method and apparatus to allocate and recycle telephone numbers in a call-tracking system
US10380637B2 (en) 2007-06-18 2019-08-13 Yellowpages.Com Llc Systems and methods to provide voice connections via local telephone numbers

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AU1046600A (en) * 1999-05-14 2000-12-05 Monica Socias Gili Multiple telecommunications machine for common, public and/or private use
ES2172378B1 (en) * 1999-05-14 2003-12-16 Gili Monica Socias MULTIPLE TELECOMMUNICATIONS MACHINE FOR COMMON, PUBLIC AND / OR PRIVATE USE

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Cited By (24)

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WO1999004547A1 (en) * 1997-07-15 1999-01-28 British Telecommunications Public Limited Company Multimedia call handling
US9060063B2 (en) 1999-03-22 2015-06-16 Yellowpages.Com Llc Method and system to connect consumers to information
US6223165B1 (en) 1999-03-22 2001-04-24 Keen.Com, Incorporated Method and apparatus to connect consumer to expert
US6546372B2 (en) 1999-03-22 2003-04-08 Keen.Com, Inc. Assistance method and apparatus
US6519570B1 (en) 1999-10-08 2003-02-11 Keen.Com, Inc. A Corp. Of Ca. System and method for conducting a time auction
US7647259B2 (en) 2000-06-16 2010-01-12 De Fabrega Ingrid Perscky E-commerce development intranet portal
WO2002054314A1 (en) * 2001-01-03 2002-07-11 Fabrega, Marietta E-commerce development intranet portal
US8843392B2 (en) 2001-03-13 2014-09-23 Yp Interactive Llc Apparatus and method for recruiting, communicating with, and paying participants of interactive advertising
US6704403B2 (en) 2001-09-05 2004-03-09 Ingenio, Inc. Apparatus and method for ensuring a real-time connection between users and selected service provider using voice mail
US10102548B2 (en) 2003-10-06 2018-10-16 Yellowpages.Com Llc Method and apparatuses for offline selection of pay-per-call advertisers
US9984377B2 (en) 2003-10-06 2018-05-29 Yellowpages.Com Llc System and method for providing advertisement
US10102550B2 (en) 2003-10-06 2018-10-16 Yellowpages.Com Llc Systems and methods to connect people in a marketplace environment
US10074110B2 (en) 2003-10-06 2018-09-11 Yellowpages.Com Llc Methods and apparatuses for pay-per-call advertising in mobile/wireless applications
US9639863B2 (en) 2003-10-06 2017-05-02 Yellowpages.Com Llc System and methods to connect people in a marketplace environment
US10262340B2 (en) 2004-05-04 2019-04-16 Yellowpages.Com Llc Method and apparatus to allocate and recycle telephone numbers in a call-tracking system
US9202219B2 (en) 2005-02-16 2015-12-01 Yellowpages.Com Llc System and method to merge pay-for-performance advertising models
US8856014B2 (en) 2005-02-16 2014-10-07 Yp Interactive Llc Methods and apparatuses for delivery of advice to mobile/wireless devices
US10037551B2 (en) 2005-02-25 2018-07-31 Yellowpages.Com Llc Methods and apparatuses for sorting lists for presentation
US9679295B2 (en) 2005-02-25 2017-06-13 Yellowpages.Com Llc Methods and apparatuses for sorting lists for presentation
US9553851B2 (en) 2005-09-28 2017-01-24 Yellowpages.Com Llc Methods and apparatuses to track information using call signaling messages
US9197479B2 (en) 2006-01-10 2015-11-24 Yellowpages.Com Llc Systems and methods to manage a queue of people requesting real time communication connections
US9462121B2 (en) 2007-02-22 2016-10-04 Yellowpages.Com Llc Systems and methods to confirm initiation of a callback
US9277019B2 (en) 2007-06-18 2016-03-01 Yellowpages.Com Llc Systems and methods to provide communication references to connect people for real time communications
US10380637B2 (en) 2007-06-18 2019-08-13 Yellowpages.Com Llc Systems and methods to provide voice connections via local telephone numbers

Also Published As

Publication number Publication date
AU4348196A (en) 1997-02-26
ES2112764A1 (en) 1998-04-01
ES2112764B1 (en) 1999-01-01

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