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Description  |
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FIELD OF THE INVENTION
The present invention relates generally to the field of computerized
telephone and video communication, and more particularly, to a scheduling
and processing system for telephone and video communication between remote
locations and a central station. Such a system may be used in a variety of
applications, such as for conferences related to merchandising, including
purchasing, selling, marketing or the like, educational conventions for
medical doctors and other professionals, game shows and so on.
BACKGROUND OF THE INVENTION
Over the years, integration of computer and telephone technologies has
brought many advances in the telecommunication industry. Functionally
integrating human operators with telephone network capabilities, voice and
data switching capabilities, computer applications and databases, and
voice processing technology not only provides human operators with
immediate access to information from a wide variety of sources, but allows
them to intelligently process each call as well. Telephone switches are
linked with computers to coordinate computer information and intelligence
with call handling capabilities to automatically add relevant data, as
well as facsimile, graphics, video or audio communication capabilities.
Select services or equipment such as automatic number identification (ANI)
or dialed number identification service (DNIS) enhance calls and human
capabilities by forwarding identifying information with a telephone call,
thereby, eliminating steps otherwise performed by an operator to capture
information regarding the caller. For applications involving large scale
processing of calls, switch and host databases automatically link a call
with a caller's record, eliminating the need for the caller to enter an
identification number when using a voice response system.
More revolutionary applications use ANI to simultaneously pass both the
call and the caller's current record to an operator's telephone and
terminal. This obviates the need for the operator to obtain, enter and
receive the caller's record from the database. Such advances have
immensely enhanced human capabilities.
Somewhat concurrently, rapid developments in computer, telephone and video
technologies have introduced the concept of visual communications or video
conferencing. In particular, efforts at integrating these technologies
have gained enormous momentum in recent years, resulting, in part, from a
general desire in all industries to conserve time and expenses, and
thereby, maximize human efficiency and productivity. The advent of
videophones has enabled users to visually communicate from remote
locations. Many industries are rapidly embracing the idea of video
conferencing to eliminate escalating travel expenses. Employees or
customers in different places can take part in interactive training
sessions or seminars with no loss of time for travel. However, obstacles
remain, particularly in traditional areas of cumbersome communication.
Still, with developments, virtually every industry segment can profit from
interactive data sharing in real time with the added advantage of
face-to-face communication. Innovative technical advances are fast
satisfying promises of enhanced capabilities, thereby allowing users to
share and manipulate images from remote locations, such as pictures,
graphs, maps or the like.
Technical breakthroughs in audio and video compression technology make
desktop video conferencing both economical and practical for everyday
business communications. To fully participate in video conferencing, the
user's equipment must communicate with similar units, albeit from
different equipment vendors. The International Telephone and Telegraph
Consultative Committee (CCITT) has defined a standard called H.261 (or
"Px64") detailing how video and audio signals are compressed and
decompressed for transmission across a common link. At present, video
conferencing systems do not necessarily comply to an industry standard and
format. As a consequence, many types of video codecs are currently in use.
At any rate, ongoing efforts at achieving compatibility and providing
compression schemes that can transmit color images over POTS (plain old
telephone system) all over the world are in the offing.
To consider an example of cumbersome communication, in the merchandising
industry, vendors or sellers of goods typically spend many hours
attempting to schedule appointments with various buyers for different
organizations, travelling to and from the buyers' facilities and waiting
for meetings, which may sometimes last only a short duration.
Unfortunately, considerably more time and expense also is incurred in
travelling to and from different facilities than is desirable. Moreover,
as a practical matter, specific vendors typically are assigned to specific
goods and interact with specific buyers, resulting in a need for more
vendors dedicated to particular buyers.
As another example, drug and medical device manufacturers typically hire
"detail" persons to travel and visit medical professionals such as
doctors, pharmacologists, hospital representatives or the like, located at
widely distributed areas around the country and the world to introduce
details on new drugs and demonstrate new medical devices. These "detail"
persons generally spend a majority of their time waiting to see medical
doctors, often to receive only a few minutes of a doctors precious time.
Many times, the waiting proves to be futile, especially in circumstances
where doctors are summoned for emergencies or are otherwise busy. Also, as
a consequence of uncertain schedules and time pressures, medical doctors
often feel pressured by a "detail" person waiting at their offices.
Accordingly, the present invention recognizes the need for systems to
communicate with remote locations over a widely distributed area from
other places, as a central location, for the applications discussed above
as well as many other diverse applications with similar requirements.
SUMMARY OF THE INVENTION
Generally, the system of the present invention involves communicating with
a plurality of remote, widely distributed locations, from a central unit
utilizing dial-up telephone facilities in today's computer environment,
and with voice quality lines under computer control. Specifically, the
dynamic graphics of telephonic video (on standard analog lines and digital
lines over Integrated Services Digital Network (ISDN)) facilitate
videophone, while video still displays and digital lines facilitate high
fidelity (hi-fi) video displays along with audio capabilities, all
combined with the interactive capability of computers to attain an
effective scheduling and processing system for scheduling and implementing
conferences between remote locations and a central location.
The system of the present invention contemplates applications ranging from
conferences relating to merchandising (including purchasing, selling,
marketing or the like) to educational conventions for medical doctors and
other professionals, and to game shows and so on.
In one disclosed embodiment of the present invention, videophone cameras
and speakerphones (or regular telephone instruments), for one-way or
two-way communication are placed at each of a plurality of remote
locations to communicate with a central system that may include several
communication and control stations also equipped with some or all of the
same capabilities. A video scene display (depicting motion and color) may
be provided with graphics, audio and data signals at each communication
and control station. The control station may utilize well known image
enhancement techniques to facilitate high resolution images for closer
observation.
In accordance with one specific embodiment related to merchandising,
different vendors selling different products may be located at the remote
locations and at least one central system including several communication
and control stations may be located at each of a plurality of buyers'
facilities. Each communication and central station or buyer terminal
(monitor station) may be operated by an individual buyer. Alternatively, a
single buyer viewing of multiple monitors is also contemplated. A sequence
of scheduled appointments may be developed, as programmed along with
intervals of video communication. A record of the scheduled appointments
is maintained by the central system.
In accordance with one scenario, vendors may call the central system and,
upon qualification, may schedule appointments with specific buyers. To
execute appointments, on command, from the buyer location, communication
may be initiated conforming to the display equipment at the vendor site.
That is, as disclosed, the central system, or systems, incorporate
multiple video format capability along with a bridge or switch unit to
drive a display unit or monitor in a selected format in accordance with
the capabilities of the current vendor. As disclosed, a single monitor may
accommodate several formats or plural monitors can operate selectively for
concurrent multiple displays.
At the appropriate times, identification designations for remote locations
are provided in sequence, to address a memory for fetching telephone
numbers and/or graphic display data also recorded when the appointments
are scheduled. Accordingly, in sequence, vendor locations are dialed up
via the public telephone system, either manually or automatically, to
obtain audio-video communication providing an image of the vendor and the
surrounding area at a specific vendor location.
Additionally, data associated with the vendor (or the buyer) may be
graphically displayed for convenient reference. For each scene display
with respect to a specific vendor, the graphic display of pertinent data
provided may, for example, indicate the telephone number, the PIN number,
the video format, vendor rating, current vendor delivery status and so
Special controls such as a mouse may be instituted enabling manifestations
at the vendor location to initiate action or alter the display. Special
operations also may be commanded through the videophone, video still (high
quality) or high fidelity (hi-fi) video means either on manual initiative
or automatically by automatic apparatus.
A video recorder and/or video printer may be located at a remote vendor
location or central unit for selectively or continuously obtaining a video
recording or computer printout of displays.
Multiple central units or control stations may be employed to communicate
with widely distributed vendor or buyer locations with capabilities to
route calls to each other in the event that all of the communication lines
are occupied and there is a considerable backlog of scheduled
appointments. Calls may be routed to the next available operator (buyer),
for example, in the event appointments scheduled for a particular buyer
last longer than contemplated, or another buyer familiar with that line of
products may step in and handle the appointment.
Under some circumstances it may be desirable to prioritize calls. For
example, as the appointments are queued in sequence, specific appointments
may precede other routed appointments in accordance with an override
feature.
In accordance with an alternative embodiment, an independently managed
telephonic interface appointment scheduling system may be located remote
from buyers' and vendors' facilities. Vendors may call to schedule or
change appointments and update information with respect to appointments
with specific buyers. In an alternative embodiment, an appointment
schedule for each specific buyer may be conveyed by facsimile, modem or
the like, or alternatively, buyers may access the system and obtain the
appointment schedules.
A record of the number of calls and related charges incurred by the buyers
for appointments is maintained, which may be analyzed and ultimately
rebilled to the vendors. Of course, charges for scheduling are incurred
directly by the vendors.
These as well as other features of the present system will become apparent
from the detailed description which follows, considered together with the
appended drawings.
BRIEF DESCRIPTION OF THE DRAWINGS
A complete understanding of the invention and its advantages may be gained
from consideration of the following description of some disclosed
embodiments taken in conjunction with the accompanying drawings, in which:
FIG. 1 is a high-level block diagram of one embodiment of the scheduling
and processing system in accordance with the present invention,
illustrating a plurality of remote vendor locations in communication with
a central unit (located for example at a buyer's facility) including a
plurality of communication and control stations;
FIG. 2 is a more detailed block diagram, showing the basic components in
one exemplary buyer terminal;
FIG. 3 is a more detailed block diagram of the basic components in an
exemplary system of the present invention illustrating audio, videophone,
static video and digital video communication techniques;
FIG. 4 is a fragmentary diagrammatic representation of exemplary storage
cells for information specific to a vendor and a buyer, as may be
formatted in the system of the present invention;
FIG. 5 is a logic diagram illustrating an exemplary operation format of the
system for automated execution initiation of scheduled appointments;
FIG. 6 is a logic diagram illustrating an exemplary operation format of the
system for scheduling appointments;
FIG. 7 is a block diagram illustrating a format switch unit facilitating
provision of, and switching between audio, videophone, static video and
digital video communication techniques;
FIG. 8 is a block diagram of the present invention in accordance with an
alternative embodiment illustrating a telephone interface appointment
scheduling system located remote from each of the buyer systems which are
also located in widely distributed locations remote from each other;
FIG. 9 is a graphic representation of a portion of the control panel of an
element in the system of FIG. 3; and
FIG. 10 is an exemplary format of an identification card issued by the
telephonic interface appointment scheduling system.
DESCRIPTION OF THE PREFERRED EMBODIMENTS
As indicated above, a significant aspect of the system of the present
invention is based on recognizing that a dial-up public telephone system
may be effectively utilized for visual communication and conferences
between a plurality of remote locations and a central station variously
coupled to a plurality of communication and control stations. More
specifically, it has been recognized that for an effective scheduling and
processing system, dial-up voice quality lines, such as standard analog or
digital lines, may be employed variously in conjunction with videophone
equipment, computer facilities and various forms of telephonic equipment
as voice generators, auto dialers and D-channel or in-band signalling
apparatus.
To that end, a dial-up public telephone system TS is illustrated in FIG. 1
(upper center) affording effective communication between a plurality of
remote locations L1-Ln, and at least one central unit or station CS
(indicated in broken lines). For merchandising applications, the remote
locations L1-Ln represent specific vendor locations in communication with
a central station CS, which may be located either at a specific buyer
facility or at different locations, some being remote from a buyer
facility. In the disclosed embodiment of FIG. 1, the central unit CS
includes a plurality of communication and control stations, each of which
may comprise one or more operator (buyer) terminals V1-Vn to accommodate
individual buyers.
As an example, XYZ Drug Company may employ individual merchandise buyers
responsible for purchasing specific types of items. One buyer may be
designated for purchasing vitamins and over the counter medications,
another for purchasing magazines and toys, and so on. In accordance with
one embodiment, the central station CS may be installed at a buyer's
facility and networked to a plurality of buyer terminals V1-Vn installed
at each individual buyer's desk. It should be recognized that in
situations where a company has only one or two buyers, the operator
(buyer) terminals V1-Vn may serve as the central station CS.
Appointments for conferences may be scheduled by vendors or buyers,
although in keeping with present merchandising practice, it is generally
contemplated that vendors would pursue scheduled appointments. However,
appointment execution calls are generally initiated by buyers, either
directly or automatically using autodialers.
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