Remotely configurable wireless intercom system for an establishment

(54) Title: CONFIGURABLE REMOTE REMOTE INTERCOMMUNICATION SYSTEMS AND METHODS FOR PROVIDING A SYSTEM OF

WIRELESS CONFIGURABLE INTERCOMMUNICATION (30) Unionist Priority: 10/02 / 2006US 11 / 276,048 (73) Owner (s): 3M innovative properties company (72) Inventor (s): steven t. Awíszus (74) Attorney (s): Alexandre Fukuda Yamashita (86) International Request: pct US200700296I of 01/02/2007 (87) International Publication: wo 2007/094981 of 23/08/2007 (57) Summary: Intercom systems wireless REMOTELY CONFIGURABLE AND METHODS TO PROVIDE A REMOTELY CONFIGURABLE WIRELESS INTERCOMMUNICATION SYSTEM This is a remotely configurable wireless intercom system and the method for an establishment with a staff. A base station is connectable to a wide area communication network. A plurality of headsets are in bilateral wireless communication with the base station. Wireless communication between each of the plurality of headsets and the base station is configurable with at least one parameter being adjustable by the establishment's staff. The parameter is remotely analyzable and remotely adjustable via the wide area communication network. Also presented is a method for providing a remotely configurable wireless intercom system. Wireless communication is configured between each of the plurality of headsets and the base station with at least one parameter being adjustable by the establishment's staff. The parameter can be remotely analyzed and remotely adjusted via the wide area communication network. A parameter is analyzable and can be reset remotely via the wide area communication network, particularly if a fault condition exists.

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REMOTELY CONFIGURABLE WIRELESS INTERCOMMUNICATION SYSTEMS AND METHODS TO PROVIDE A REMOTE REMOTE CONFIGURABLE WIRELESS INTERCOMMUNICATION SYSTEM

Field of the Invention

The present invention relates, in general, to wireless intercom systems and, more particularly, to wireless intercom systems for commercial establishments.

Background of the Invention

It is common for establishments, such as retail stores and, particularly restaurants, to provide amenities to customers through drive-thru service with lanes and windows for customer service. A customer will typically drive to a menu or order board and communicate what they want from inside the vehicle to the staff, including an order clerk, within the retail store. The customer still in the vehicle will then proceed to one or more windows to pay for the purchase, if necessary, and pick up the goods.

An intercom system can facilitate communication within and around the establishment, particularly between the vehicle occupant, the customer and the staff within the establishment. In a fast service restaurant situation, a loudspeaker and microphone mounted on a column, located next to a menu board, are wired to an intercom base station inside the restaurant. The base station can communicate, wirelessly, with a portable device used by an order taker. The handheld device is typically a transceiver used as a belt device and accompanied by a wired headset. Alternatively, in some cases, the handheld device is a single piece with a headset, eliminating the need for a belt device. The auto-attendant assistant typically listens to the microphone mounted on the speaker and presses a button to speak to the vehicle occupant, if necessary.

In many systems and methods for ordering items from an establishment 5 from a drive-thru center, the order is orally communicated directly from the speaker and microphone mounted on a column to an order center, typically , a drive-thru ordering specialist who uses a headset at the establishment. The ordering specialist, or others, then collect the item or items ordered and transact with the customer through a drivethru window, receiving the money for the ordered item, giving change and delivering the order to the customer.

The drive-thru ordering system is vitally important for a fast service restaurant. In some fast-service restaurants, drive-thru accounts for sixty percent (60%) or more of the establishment's revenue. Thus, there is a great need for a reliable intercom system for use, for example, in obtaining orders through the drive-thru central. If the intercom system develops a defect, becomes maladjusted or otherwise fails, the merchant may be unable to process orders from the drive-thru exchange, which would not only prevent the merchant from collecting revenue that would otherwise would have been obtained, as well as potentially alienating customers.

Although systems and methods have been developed in which the order-taking process is moved off-site, for example, in US patent application publication No. US2003 / 0225622, Doan, entitled Method and System For Entering Orders of Customers, these systems cannot prevent a problem locally associated with the establishment's intercom system from interrupting communication.

In addition, many intercom systems use wireless techniques to facilitate communication between the establishment's staff. These wireless intercom systems may have parameters, such as volume or gain, that affect the intercom system's ability to function well and safely. These intercom systems can, over time, likewise through changes in conditions, in the service team, in the unsuitable setting, for example, become unreliable and / or inoperative.

In addition to the difficulty in establishing and maintaining a reliable and efficient intercom system, that establishment using these intercom systems has become ubiquitous in many geographic areas, including communities where highly qualified employees trained in the maintenance and repair of these intercoms do not. are existing. These employees can often be located at a considerable distance from the establishment, often several hours away. Any failure or other inoperability of the intercom system in this geographic location could result in a significant downtime for the intercom system and the establishment to obtain a significant portion of its revenue until such time as a maintenance and / or repair employee can travel to the establishment. Even if the establishment is not far from the service personnel's location, sending the employee on a service call results in a significant expense, in terms of money but also in the time taken to carry out any necessary repairs.

Brief Summary of the Invention

Aspects of the present invention allow an establishment's intercom system to be adjusted remotely by a technician or other user without the need for it to be sent to the »establishment itself, saving a considerable amount of time and money.

A technician, or another user, can access the intercom system, for example, over the internet, from great distances and may be able to immediately solve numerous adjustment-based problems. In addition, the intercom system itself may be able to self-record defect conditions, such as, for example, hardware errors, software errors and adjustment errors, or warn of possible service needs at the time or before the system fails. This is of great value to the establishment as it can avoid costly downtime for the establishment.

In one embodiment, the present invention provides a remotely configurable wireless intercom system for an establishment that has a staff. A base station is connectable to a wide area communication network. A plurality of headsets are in bilateral wireless communication with the base station. Wireless communication between each plurality of headphones and the base station is configurable with at least one parameter being adjustable by the establishment's staff. The parameter is remotely analyzable and remotely adjustable via the wide area communication network.

In one embodiment, the present invention provides a method that provides a remotely configurable wireless intercom system for an establishment that has a staff, a base station connectable to a wide area communication network and a plurality of headsets in bilateral wireless communication with the base station. Wireless communication is configured between each plurality of headphones and the base station with at least one parameter being adjustable by the establishment's staff. The parameter is remotely analyzable and remotely adjusted via the wide area communication network.

In one embodiment, the system also includes a plurality of parameters, with at least a plurality of parameters being adjustable by the establishment's staff. The plurality of parameters is remotely adjustable via the wide area communication network.

In one embodiment, a plurality of parameters are grouped into a parameter template.

In one mode, the template is saved for future request.

In one embodiment, the template is saved locally at the establishment.

In one embodiment, the template is saved in a location far from the establishment.

In one embodiment, the plurality of parameters can be restored from the previously stored template.

In one embodiment, the plurality of parameters can be remotely restored from the mold previously stored away from the establishment.

In one embodiment, the template is derived from another establishment.

In one embodiment, the plurality of parameters is established in conjunction with the installation of the wireless intercom system and is saved.

In one embodiment, the template for the plurality of parameters established in conjunction with the installation is requested at a time following the installation.

In one embodiment, the plurality of parameters is set as a factory default.

In one embodiment, the plurality of parameters set as the default is requested at a time following the establishment.

In one embodiment, wireless communication is established between an order point and at least a plurality of headphones.

In one mode, a remote control panel monitors communication on the wireless intercom system.

In one mode, the parameter is adjusted through the remote control panel in response to monitoring the communication of the wireless intercom system.

In one embodiment, the establishment comprises a fast service restaurant.

In one mode, the parameter consists of an audio level.

In one embodiment, the present invention provides a remotely configurable wireless intercom system for an establishment that has a staff. A base station is connectable to a wide area communication network. A plurality of headsets are in bilateral wireless communication with the base station. Wireless communication between each plurality of headsets and the base station is configurable with at least one parameter being remotely analyzable over the wide area communication network. The parameter is remotely reconfigurable through the wide area communication network.

In one embodiment, the present invention provides a method that provides a remotely configurable wireless intercom system for an establishment that has a staff, a base station connectable to a wide area communication network and a plurality of headsets in bilateral wireless communication with the base station. Wireless communication is configured between each plurality of ·?

headphones and the base station. at least one parameter is remotely 5 analyzed via the wide area communication network. It is remotely determined if a fault condition exists with the plurality of parameters. If a fault condition exists, the parameter is reset to a predetermined value via the wide area communication network.

In one mode, the parameter is reset by detecting a fault condition via the wide area communication network.

In one mode, the parameter is adjustable by the establishment's staff.

Brief Description of Drawings

Figure 1 is a block diagram of the functional components of an intercom system ;

Figure 2 is a flowchart that illustrates the monitoring of intercom communications and the remote adjustment of intercom system parameters;

Figure 3 is a flow chart illustrating the storage and subsequent request of the intercom system parameters; and

Figure 4 is a flowchart that illustrates the remote analysis of the intercom system failure conditions and the remote reconfiguration of these parameters.

Detailed Description of the Invention

Intercom systems, for example, wireless intercom systems, used in establishments, for example, fast service restaurants, can typically have several parameters that govern the operation of the intercom system.

As shown in figure 1, establishment 10 is served by intercom system 12. Base station 14 communicates wirelessly with a plurality of headsets 16a, 16,

... 16n. Headphones 16a, 16, ... 16n are used by employees or staff at establishment 10 and, in a preferred mode, can be used by these employees to receive orders received from a drive-thru center ( not shown), at least one of the staff members communicates with a customer at the drive-thru center to obtain an order from the customer. These staff members can use and communicate via one of the headsets 16a, 16, ... 16n or can stay in wired communication with the base station 14. Other staff members will use headsets ear 16a, 16, ... 16n or the remaining headphones 16a, 16, ... 16n, mainly for listening, or monitoring communication between the customer and the ordering staff member.

The intercom system 12 in establishment 10, for example, the fast service restaurant, has several parameters that govern the operation of the system. For example, each of the headphones

16a, 16, ... 16n can be in bidirectional communication (full duplex) with the base station 14 and each of the headphones 16a, 16, ... 16n can have an audio level or reception volume and / or a transmission audio level associated with them. Separate volume or gain controls can be available for each of the 16a, 16, ... 16n headsets in each communication direction. Many other parameters are also possible, such as route designation, reception volume, transmission volume, master volume for a speaker associated with the drive-thru panel, individual volume for each channel received by the drive-thru panel, reception volume base station, base station transmission volume, page, receptionist, vehicle detection alert, vehicle approach alert, for example. Many, if not all of these parameters may be available for one or more *

staff members for individual adjustment.

However, it is recognized that an intercom system 12 that involves a drive-thru switch, a drive-thru lane, a base station 14 and potentially several headphones 16a, 16, ... 16n with each unit located in a potentially exclusive environment and exclusive conditions it can be complex to configure and adjust accordingly. Failure to perform the proper configuration and balance can result in unsatisfactory operation, for example, resulting in feedback and / or irritating instability making communication perhaps difficult, or even impossible. When equipping a member or staff members with adjustment control of at least one parameter, for example, the volume of your headset 16, it is desirable to take into account individual speech patterns and listening skills. However, it is possible that the individual adjustments affect the balance of the intercom system 12 and possibly make it unstable and / or useless.

Since the site of establishment 10 can be at a geographically significant distance from the location of a specialist technician, it may take a considerable period of time for that specialist technician, once called, to arrive at the location of establishment 10 to begin repairs. In some cases, establishment 10 may be located hours away from a technician. Even if facility 10 is not located at a significant distance from a specialist technician, sending a technician to the site to perform a repair can still represent a significant expense in terms of time and money.

However, the intercom system 12 allows the employees of the establishment 10 to call a technical service center 18 located remotely from the place of establishment 10.

However, a technical service center 18 located remotely from the location of the establishment 10 can be alerted by the employees of the establishment 10, automatically or by other means, to access the parameters that control the intercom system 12 remotely through a wide area network 20 , such as through the internet. The in-service technician may be able to access the parameters associated with the intercom system 12, analyze the parameters of the intercom system 12 and potentially make adjustments to the parameters to put the intercom system 12 back into service or even optimize the operation of the intercom. intercom system 12.

The service technician may be able to resolve the problem on intercom system 12 quickly without the need to send a service technician to the site of establishment 10. If the site of establishment 10 is remote, many hours of downtime for the establishment may be saved, possibly up to a day if it is necessary to have a service technician transported by plane or other means of transport to a very remote location. Even if the location of the establishment is not remote, a service technician may be able to service many more establishments and solve many more problems more efficiently by making remote adjustments than by making local visits. The remote adjustment of the parameters of the intercom system 12 can minimize or completely eliminate the service interruption of the establishment 10.

It must be recognized and understood that one or more of an intercom system parameter 12 can be accessed, analyzed and, potentially, modified or adjusted. A parameter, for example, the master volume of the intercom system 12, can be the only parameter analyzed and / or adjusted. On the other hand, it is also considered that multiple parameters can be analyzed and one or more of the analyzed parameters can be adjusted. For example, the volume levels of all headphones 16a, 16, ... 16n can be analyzed. After analysis, it may be necessary to adjust the volume level of a single headset 16, said headset 16a, or it may be desirable to adjust the volume of more than one or all headphones 16a, 16, ... 16n.

Since multiple parameters can be involved in the configuration, adjustment and balance of the intercom system 12 and due to the fact that a parameter can have an effect on other aspects of the intercom system, it may be desirable to form multiple parameters in sets of parameters. A given set of parameters for the intercom system 12 can form a template 22, that is, a set of parameters for the intercom system 12 which, when implemented, will give rise to a particular operational characteristic for the intercom system 12. For example, the known settings for parameters that allow a particular response or performance of the intercom system 12 or that can typically eliminate common problems associated with parameter mismatch can be formed as a template. This parameter template can be used, for example, later in the same establishment or another establishment that has a similar intercom system 12 or a switch, structure and / or similar design.

The individual parameters or a template 22 or parameter templates can be saved or stored for later request. Template 22 can be saved in memory 24 locally located in relation to establishment 10. Once saved in memory 24, template 22 or a plurality of templates 22, can be requested later in order to reset the intercom system 12 or even cause a desired change of operating parameters. If the parameters of intercom system 12 are adversely adjusted, then a previously stored template can be requested from memory 24 and used to provide a new operational guide for intercom system 12. In particular, a technician in service, located remotely from the location of establishment 10, you can access memory 24 and request a template 22 previously stored and make the parameters associated with template 22 active. In addition, a technician in remotely located service can request a previously stored template 22 from memory 24 and then possibly make additional adjustments or modifications to one or more individual parameters to improve or optimize the performance characteristics of the intercom system 12.

It is also considered that the parameters for establishment 10 can be remotely stored from establishment 10. For example, the same broadband communication network that allows a technician in service at remote central 18 to access the system parameters intercom 12 can also, or alternatively, be used to transmit the parameters, preferably in a template 22, to the remote control panel to be saved and stored in memory 26. These parameters or templates 22 can subsequently be requested, as discussed, to cause an operational scheme for the intercom system 12, as discussed above with respect to the parameters and / or templates locally stored 22. In addition, the memory 26 associated with the remote central 18 it can be used to store a template or templates 22 that can apply to more than one establishment, such as establishment 10. For example, a particular brand or chain of establishments may store a template 22 that may be relevant to a standard fast service restaurant, many of which can be built in different locations. Stored in this way, it would be relatively easy for a service technician to request template 22 to initially configure and make intercom system 12 operational in a new location or establishment that meets the standard brand or chain diagram. As above, certainly, the technician in service can fine tune the operational parameters for the intercom system 12. However, the standard template 22 may have provided the technician in service with a substantial advance and made the whole process easier and more fast. It must be recognized and understood that although the memory 26 is illustrated directly connected to the remote central 18, this memory 26 can also be remote, not only from the establishment 10 but also, from the remote central 18. The memory 26 can be physically located at remote control panel 18 or can be located elsewhere and can be accessed remotely via remote control panel 18.

The communication that occurs in the intercom system 12 can be monitored by other employees or associated with the establishment 12, listening through the base station 14 or one or more headphones 16a, 16, ... 16n. Alternatively or in addition, the employees associated with the remote panel 18 can monitor the communication that takes place in the intercom system 12, particularly, the communication used in the orders received from customers. These employees associated with the remote central 18, in addition to carrying out the normal quality control of the ordering functions, can also analyze the quality of communications and can preemptively access the parameters associated with the intercom system 12 and adjust or modify these parameters, if desired, to maintain or improve the operational characteristics of the intercom system 12.

In this case, the employees associated with the establishment 10 do not need to ask the assistance of a technician in service and may not even know that a technician in service from the remote central 18 performed the service in the intercom system 12.

In addition, the intercom system 12 may contain hardware and / or software used for the purpose of determining whether a fault condition exists, that is, that a technician in service is wanted to inspect the intercom system 12. Therefore, the intercom system 12 can notify a technician in service at the remote panel 18 about the existence of a fault condition as determined by the commonly available hardware and / or software and a technician in service at the remote panel 18 can remotely analyze the parameters and / or other aspects of the intercom system 12. The technician in service may be able to adjust and / or repair the intercom system 12, again in a preemptive manner, analyzing and / or adjusting or modifying the parameters associated with the intercom system 12.

Figure 2 is a flowchart that illustrates a method for remotely configuring a wireless communication system, such as that used in establishment 10 intercom system 12. The wireless intercom system is configured (110), in part, by configuring itself the parameters associated with the system. This configuration can be done locally using conventional techniques or by requesting or installing a template 22, it can be done remotely, for example, using the remote panel 18, or in any other way. Once configured, the wireless intercom system is then ready to perform communications (112) for establishment 10. Optionally, communications that take place in the wireless intercom system can be monitored (114), either locally or remotely, for example, via remote control panel 18. In response to a request from establishment 10, in response to an indication of a condition of failure or in a preemptive manner, the remote control panel 18 remotely analyzes (116) the communication parameters associated with the wireless intercom system through the broadband communications network 20. An in-service technician or automated equipment associated with remote control panel 18 can then analyze or configure these parameters and the operation of the wireless intercom system and, if necessary, can remotely adjust or modify (118) one or more of the control parameters. Communication. Typically, this adjustment is made to optimize the operation of the wireless intercom system or to make the wireless intercom system operational.

Figure 3 is a flow chart that illustrates a method for configuring a wireless intercom system with saved and subsequently requested parameters. The wireless intercom system is configured (130), in part, by configuring the communication parameters associated with the system. Again, this configuration can be done locally using conventional techniques, or by requesting or installing a template 22, it can be done remotely, for example, using the remote panel 18, or in any other way. Once configured, the wireless intercom system is then ready to carry out communications for the establishment 10. The communication parameters associated with the wireless intercom system are saved (132) in a local memory or memory located at a distance from the establishment 10. These parameters are preferably saved as a set of parameters in a template 22. After saving these parameters, one or more of these parameters are requested (134) from memory and used to establish, at least in part, the operational characteristics of the wireless intercom system. Once established, the wireless intercom system can then be used to communicate (136) in the establishment's operating environment.

Figure 4 is a flowchart illustrating a method for remotely configuring a wireless intercom system responsive to a fault condition. The wireless intercom system is configured (150) in part by configuring the communication parameters associated with the system. Again, this configuration can be done locally using conventional techniques, or by requesting or installing a template 22, it can be done remotely, for example, using the remote panel 18, or in any other way.

Remote control panel 18 remotely analyzes (152) the communication parameters associated with the wireless intercom system via the broadband communications network 20. A service technician or automated equipment associated with remote control system 18 can then analyze the configuration of these parameters and the operation of the wireless intercom system to determine (154) if a fault condition exists. A failure condition could be the result of one or more improper settings of the communication parameters or another hardware and / or software failure condition. Upon determining a fault, the remote control panel can then reset (156) the communication parameters associated with the wireless communication system to try to eliminate the fault condition.

In this way, the modalities of the wireless intercommunication system remotely configurable for an establishment are presented. The person skilled in the art will appreciate that the present invention can be practiced in modalities in addition to those presented. The described modalities are presented for illustrative purposes and without limitation and the present invention is limited only to the following claims.