FI124844B

FI124844B - Jonotusmenetelmä

Info

Publication number: FI124844B
Application number: FI20125806A
Authority: FI
Inventors: John C Puhakka
Original assignee: John C Puhakka
Priority date: 2012-07-18
Filing date: 2012-07-18
Publication date: 2015-02-13
Also published as: FI20125806L; WO2014013139A1

Description

Queuing method

BACKGROUND OF THE INVENTION

The invention relates to queuing systems and methods. Especially, the invention is related to such a method as specified in the preamble of the independent method claim.

Description of Related Art A traditional way of managing queues is using a system having a queue ticket dispenser and a large number display. Customers joining the queue get a queue ticket from the ticket dispenser and wait for their number to appear on the display.

Mobile phones have also been used for joining queues. Patent application WO02084556 describes a queuing system, where a customer can join a queue using his mobile phone, and select which queue at which service location to join.

Patent application WO05122098 describes a system, where a customer can join a queue using SMS messages.

Patent application US2011029333 discloses a system and method for organizing, controlling and managing a queue at a service center. The system allows a customer can join a queue remotely.

Patent application CN101483615 discloses a system, where a customer can join a queue remotely. The system can select a service location for the customer based on the location of the customer.

Patent application 2009249350 discloses a queuing method where a request for access to a resource from a service user's mobile phone is received and an available access slot is allocated, where the slot may be a time or a position in a queue.

SUMMARY OF THE INVENTION

According to an aspect of the present invention, a method for optimizing queuing times, comprises at least the steps of receiving a queue joining message from a first mobile device, assigning a queue position for the first mobile device, receiving location information from a plurality of mobile devices including the first mobile device, storing at least a part of location information received from said plurality of mobile devices in a database, and adjusting the queue position of the first mobile device based on location information received from said plurality of mobile devices and at least in part stored in said database.

In another aspect, a server node for managing a queue, comprises a controller, and wherein said controller is configured to receive a queue joining message from a first mobile device, said controller is configured to assign a queue position for the first mobile device, said controller is configured to receive location information from a plurality of mobile devices including the first mobile device, and said controller is configured to adjust the queue position of the first mobile device based on location information received.

In a further aspect, a computer readable medium carrying one or more sequences of one or more instructions which, when executed by one or more processors, cause an apparatus to perform a method comprising: receiving a queue joining message from a first mobile device, assigning a queue position for the first mobile device, receiving location information from a plurality of mobile devices including the first mobile device, and adjusting the queue position of the first mobile device based on location information received.

According to an advantageous embodiment of the invention, a user can join a queue remotely through a mobile device, allowing her mobile device to share location information with the queuing system. The queuing system assigns a place in the queue based at least in part on the location of the user. Further, the queuing system can adjust the place of the user in the queue based on the changes in location of the user or another users, and other changes in the queuing situation.

These and other features of the present invention will be described in more detail below in the detailed description of the invention and in conjunction with the following figures.

BRIEF DESCRIPTION OF THE DRAWINGS

Various embodiments of the invention will be described in detail below, by way of example only, with reference to the accompanying drawings, of which

Figure 1 illustrates an advantageous embodiment of the invention,

Figure 2 illustrates a method according to a first aspect of the invention,

Figure 3 illustrates a computer readable medium according to a third aspect of the invention,

Figure 4 illustrates a method in a mobile device,

Figure 5 illustrates a mobile device, and Figure 6 illustrates a computer readable medium.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

Figure 1 illustrates a queuing system according to an advantageous embodiment of the invention. Figure 1 illustrates a queuing system display and a queuing ticket dispensing device 110 located at a service location 115, a queuing system server node 120, a data communications network 150 and a plurality of mobile devices 160. The mobile devices 160 can be cellular phones, smart phones, tablet computers or any other type of mobile computers having a mobile communications capability. The data communications network 150 is generally a network or a plurality of networks that allows communication be-tween the mobile devices 160 and the server node 120, and can combine any number of wireless and wireline network segments. In this embodiment, the server node 120 provides an interface accessible through the data communications network 150 by the users of the mobile stations 160 for interacting with the queuing system.

In this embodiment, a user can join a queue remotely using his mobile device 160, or locally by going to the service location 115 and using the queue ticket dispenser 110 to obtain a queuing number. The user may join the queue remotely for example by accessing with his mobile device 160 a web page provided by the server node 120, and clicking on an user interface element such as a button to indicate his wish to join a particular queue. As a response, the server node 120 places the user in the requested queue and indicates the placement to the user. The server node 120 may advantageously indicate information about the current queuing situation to the user. After joining the queue, the mobile device 160 periodically informs the server node 120 about the current location of the mobile device. The mobile station 160 may need to ask for permission from the user to begin sharing the location information with the server node 120, depending on privacy and security settings of the mobile device 160.

The server node 120 advantageously uses received location information in managing the queue. For example, the server node can change the place of a user in the queue on the basis of the current location of the user and/or other users. For example, the server node 120 can estimate an arrival time for the user on the basis of her current location, and if the estimate indicates a later service time than a place in the queue previously assigned to the user, the server node can adjust the place in the queue to push the estimated service time of the user to be after the estimated arrival time of the user. For a further example, if a first user has joined the queue remotely and while the first user has not reached the service location 115 yet while a second user joins the queue at the service location using the queuing system device 110 there, the server node can assign the second user a place in the queue that is before the place of the first user, since the second user is able to be serviced immediately while the first user is not at that point in time. For a still further example, it may happen that a first user approaching the service location may be delayed due to e.g. traffic conditions or for other reasons, in which case the estimated arrival time of that user may become later than the estimated arrival time of a second user, the server node can swap the queue positions of the first and second users.

Advantageously, when a user who has joined the queue remotely using his mobile device 160 arrives at the service location 115, she can announce her arrival through the remote user interface provided by the server node 120. In a further embodiment of the invention, the queuing system may detect that the user has arrived at the service location based on the location information from the mobile station 160. However, in a practical implementation according to an advantageous embodiment of the invention, it may be advantageous to require the user to actively indicate that the user is present at the service location and is ready for service. After arriving at the service loca tion, the user waits until the queuing system indicates through a display unit 100 that it is her turn to be served.

The queue can be managed in many different ways and with many different strategies. For example, the server node can aim to minimize the waiting time after arrival at the service location. For a further example, the server node can prioritize different types of customers in different ways, e.g. based on customer information retrieved from a customer database. The invention is not limited to any particular way of managing a queue.

The server node 120 may be a single physical computer, a virtual computer in a server, or may comprise a plurality of physical and/or virtual computers. The invention is not limited to any particular way of implementing the server node 120. For example, in further advantageous embodiments of the invention, the network interface for remote users may be provided by a virtual or physical server which is separate from a server node providing the queuing function, in which case the virtual or physical server (e.g. a web server or a web server node) communicates with the server node providing the queuing function for obtaining information from the server node and for informing the server node about choices made by the user.

In a further advantageous embodiment of the invention, the queuing system can calculate and suggest a route for the user to the service location 115, based at least in part on the current location of the user. In a still further advantageous embodiment of the invention, the queuing system can recalculate the optimal route when receiving new location information, and if a recalculation produces a different optimal route than a previous calculation, indicate the new optimal route to the user.

In a further advantageous embodiment of the invention, in which there are a plurality of service locations 115, the queuing system can suggest a service location to a user joining a queue. Advantageously, the queuing system calculates a suggestion at least in part on the basis of the distances from the current location of the user to a plurality of service locations. Advantageously, the queuing system can also take into account the queuing situation at the various service locations, and suggest a service location to the user where the user would receive the earliest service time, considering the travel time to the service location and the estimated waiting time there.

In a further advantageous embodiment of the invention, the queuing system can suggest a change of service locations to the user, if a recalculation of estimated service time for the user indicates that the user would receive service earlier in another service location than previously suggested. This may happen e.g. due to changes in queuing situations at the service loca tion, or for example due to delay or a detour of the user on her way to a service location.

In a further advantageous embodiment of the invention, the queuing system provides an interface such as a web page for the user to interact with the service provider already during the waiting time. This embodiment is based on the insight that joining a queue through the mobile device creates a contact be-tween the user and the service provider, and this contact can be used to enhance the service process. For example, the user can be queried for information that would be asked during the servicing event, so that the service person would have that information present on her terminal already in the beginning of the servicing event. The user can for example be requested to fill in and/or update information related to the customer relationship between the user and the service provider.

According to a first aspect of the invention, a method for optimizing queuing times is provided. This aspect of the invention is illustrated in figure 2. According to this aspect, the method comprises at least the steps of receiving 210 a queue joining message from a first mobile device, assigning 220 a queue position for the first mobile device, receiving 230 location information from at least one mobile device, and adjusting 240 the queue position of the first mobile device based on location information received from at least one mobile device.

The queue position is a general term that can denote different things depending on how the queue is constructed and maintained. For example, the queue position can simply be a number or another symbol assigned by the queue system. For example, if a queue is maintained as a queue of time slots, the queue position can denote a time slot having a start and an end time.

In a further advantageous embodiment according to this aspect of the invention, the method further comprises at least the step of adjusting the queue position of the first mobile device based at least in part on location information received from the first mobile device.

In a further advantageous embodiment according to this aspect of the invention, the method further comprises at least the step of adjusting the queue position of the first mobile device based at least in part on location information received from a mobile device different from the first mobile device.

The adjustment of the queue position can towards the beginning of the queue or towards the end of the queue.

In a further advantageous embodiment according to this aspect of the invention, the method further comprises at least the steps of receiving an identifier from the first mobile device, querying a customer database on the basis of a received identifier, and setting a service parameter on the basis of customer information retrieved from the customer database.

The service parameter can be any parameter associated with serving the customer. For example, if a particular customer is denoted in the customer data-base to be a very important customer, the service parameter may indicate that the customer is to be treated in specific way at the service location, or for example that the customer is to be given certain discounts. The service parameter can also determine at least in part where the customer is placed in the queue and how her place in the queue is subsequently adjusted, for example to provide shorter queue times for important customers.

In a further advantageous embodiment according to this aspect of the invention, the method further comprises at least the step of sending a promotional message on the basis of customer information retrieved from the customer database.

In various embodiments of the invention, the customer can join a queue from a computer device such as a mobile device. This queuing situation can be used as a channel for providing promotional messages in addition to updates about the queuing situation. The provision of promotional messages can be tailored at least in part based on customer information obtained from a customer data-base. However, in further embodiments of the invention, promotional messages can be provided even without consultation of a customer database.

In a further advantageous embodiment according to this aspect of the invention, the method further comprises at least the steps of determining a route for the user of the first mobile station from the location of the first mobile station to a queue service location, and transmitting information describing said route to the first mobile device.

In a further advantageous embodiment according to this aspect of the invention, the method further comprises at least the steps of storing at least a part of location information received from a plurality of mobile devices in a database, and determining a route for the user of the first mobile station from the location of 30 the first mobile station to a queue service location at least in part on the basis of information in said database.

In this embodiment, location information of customers' mobile stations is collected while they are approaching a service location. Overtime, as more and more of this information is collected during different times of day and on different days and on different routes, the aggregate information can be analysed and used to determined optimal routes for customers.

In a further advantageous embodiment according to this aspect of the invention, the method further comprises at least the steps of determining a queue length at each of a plurality of service locations, selecting a service location for the user of the first mobile device at least in part 10 on the basis of location information received from the first mobile device and the determined queue lengths at the service locations, assigning a queue position at the selected service location, and transmitting service location information to the first mobile device.

In a further advantageous embodiment of the invention, the selection of a service location can be performed at least in part on the basis of routes from the customer's current position to a plurality of service locations and the queue situation at the plurality of service locations.

In a further advantageous embodiment according to this aspect of the invention, the method further comprises at least the steps of determining a queue length at each of a plurality of service locations, transmitting information about determined queue lengths to a search service provider system.

According to a second aspect of the invention, a server node 120 for managing a queue is provided. In an advantageous embodiment according to this second aspect of the invention the server node comprises a controller 121, and said controller is configured to receive a queue joining message from a first mobile device, said controller is configured to assign a queue position for the first mobile device, said controller is configured to receive location information from at least one mobile device, and said controller is configured to adjust the queue position of the first mobile device based on location information received from at least one mobile device.

According to a third aspect of the invention illustrated in figure 3, a computer readable medium 310 carrying one or more sequences of one or more instructions is provided. In advantageous embodiment according to this third aspect of the invention, the one or more sequences of one or more instructions cause an apparatus to perform a method comprising: receiving a queue joining message from a first mobile device, assigning a queue position for the first mobile device, receiving location information from at least one mobile device, and adjusting the queue position of the first mobile device based on location information received from at least one mobile device.

According to what is illustrated in figure 4, a method in a mobile device is provided. In an advantageous embodiment according to this fourth aspect of the invention, the method comprises at least the steps of receiving 410 an indication for joining a queue from the user of the mobile device, periodically determining 420 the location of the mobile device, transmitting 430 the determined location of the mobile device to a server node, receiving 440 queue position information from a server node, and displaying 450 queue position information to the user of the mobile device.

In a further embodiment according to this fourth aspect of the invention, the method further comprises at least the steps of receiving an indication from the user of the mobile device that the user has arrived at a queue service location, and transmitting a message to the server node indicating that the user has arrived at the queue service location.

According to what is illustrated in figure 5, a mobile device is provided. In an advantageous embodiment according to this fifth aspect of the invention, the mobile station comprises at least a controller 510 and a display 520, and said controller is configured to receive an indication for joining a queue from the user of the mobile device, said controller is configured to periodically determine the location of the mobile device, said controller is configured to transmit the determined location of the mobile device to a server node, said controller is configured to receive queue position information from a server node, and said controller is configured to display queue position information to the user of the mobile device.

According to what is illustrated in figure 6, a computer readable medium 600 carrying one or more sequences of one or more instructions is provided. In advantageous embodiment according to this sixth aspect of the invention, the one or more sequences of one or more instructions cause an apparatus to perform a method comprising: receiving an indication for joining a queue from the user of the mobile device, periodically determining the location of the mobile device, transmitting the determined location of the mobile device to a server node, receiving queue position information from a server node, and displaying queue position information to the user of the mobile device.

Claims

1. Menetelmä jonotusaikojen optimoimiseksi, käsittäen ainakin seuraavat vaiheet: vastaanotetaan jonoonliittymissanoma ensimmäiseltä mobiililaitteelta (210),osoitetaan jonopaikka ensimmäiselle mobiililaitteelle (220), vastaanotetaan sijainti-informaatiota joukolta mobiililaitteita, joihin ensimmäinenmobiililaite sisältyy (230), tallennetaan ainakin osa mainitulta joukolta mobiililaitteita vastaanotetusta sijainti-informaatiosta tietokantaan, ja säädetään ensimmäisen mobiililaitteen jonopaikkaa sijainti-informaation, joka vas¬taanotettiin mainitulta joukolta mobiililaitteita ja joka tallennettiin ainakin osittainmainittuun tietokantaan, perusteella (240).

2. Patenttivaatimuksen 1 mukainen menetelmä, joka lisäksi käsittää ainakin seuraa¬vat vaiheet: vastaanotetaan tunniste ensimmäiseltä mobiililaitteelta,tehdään kysely asiakastietokantaan vastaanotetun tunnisteen perusteella,asetetaan palvelinparametri asiakastietokannasta noudetun asiakasinformaation pe¬rusteella.

3. Patenttivaatimuksen 2 mukainen menetelmä, joka lisäksi käsittää ainakin seuraa-van vaiheen: lähetetään mainosviesti asiakastietokannasta noudetun asiakasinformaation perus¬teella.

4. Patenttivaatimuksen 1 mukainen menetelmä, joka lisäksi käsittää ainakin seuraa-vat vaiheet: määritetään reitti ensimmäisen mobiililaitteen käyttäjää varten ensimmäisen mobii-lilaitteen sijaintipaikasta jonopalvelun sijaintipaikkaan ainakin osittain mainitussatietokannassa olevan informaation, joka sisältää ainakin osan mainitulta joukoltamobiililaitteita vastaanotetusta sijainti-informaatiosta, perusteella, ja lähetetään mainitun reitin kuvaava informaatio ensimmäiselle mobiililaitteelle.

5. Patenttivaatimuksen 1 mukainen menetelmä, joka lisäksi käsittää ainakin seuraa-vat vaiheet: määritetään jononpituus kussakin joukosta palvelusijainteja, valitaan palvelusijainti ensimmäisen mobiililaitteen käyttäjää varten ainakin osittainensimmäiseltä mobiililaitteelta vastaanotetun sijainti-informaation ja palvelusijain-tien määritettyjen jononpituuksien perusteella, osoitetaan jonopaikka valitussa palvelusijainnissa, ja lähetetään palvelusijainti-informaatio ensimmäiselle mobiililaitteelle.

6. Patenttivaatimuksen 1 mukainen menetelmä, joka lisäksi käsittää ainakin seuraa-vat vaiheet: määritetään jononpituus kussakin joukosta palvelusijainteja, lähetetään informaatiota määritetyistä jononpituuksista hakupalveluntarjontajärjes-telmälle.

7. Jonon hallintaan tarkoitettu palvelinsolmu (120), joka käsittää ohjaimen ja jossa mainittu ohjain on konfiguroitu vastaanottamaan jonoonliittymissanoma ensimmäi¬seltä mobiililaitteelta, mainittu ohjain on konfiguroitu osoittamaan jonopaikka ensimmäiselle mobiililait-teelle, mainittu ohjain on konfiguroitu vastaanottamaan sijainti-informaatiota joukolta mo-biililaitteita, joihin ensimmäinen mobiililaite sisältyy, ja mainittu ohjain on konfiguroitu säätämään ensimmäisen mobiililaitteen jonopaikkaavastaanotetun sijainti-informaation perusteella.

8. Tietokoneella luettava väline (310), jossa on yksi tai useampi sekvenssi yksiä taiuseampia käskyjä, jotka suoritettuina yhdellä tai useammalla prosessorilla saavatlaitteen suorittamaan menetelmän, joka käsittää, että vastaanotetaan jonoonliittymissanoma ensimmäiseltä mobiililaitteelta,osoitetaan jonopaikka ensimmäiselle mobiililaitteelle, vastaanotetaan sijainti-informaatiota joukolta mobiililaitteita, joihin ensimmäinenmobiililaite sisältyy, ja säädetään ensimmäisen mobiililaitteen jonopaikkaa vastaanotetun sijainti-informaation perusteella.