System to dispatch casino agents to an electronic gaming machine in response to a predefined event at the electronic gaming machine

• US 10,593,151 B2
• Filed: 06/21/2017
• Issued: 03/17/2020
• Est. Priority Date: 06/13/2013
• Status: Active Grant

• Current Assignee: Acres Technology
• Original Assignee: Patent Investment & Licensing Company
• Inventors: Acres, John F., Parker, Kevin, McCurry, Andrea
• Primary Examiner(s): Deodhar, Omkar A
• Application Number:
  US15/628,855
• Publication Number:
  US 20170287268A1
• Time in Patent Office: 1,000 Days
• CPC Class Codes: G07F 17/3232 wherein the operator is informed
• CPC Class Codes: G07F 17/3234 about the performance of a gaming system, e.g. revenue, diagnosis of the gaming system

Abstract

Embodiments of the present invention are directed to a method for dispatching a person to an electronic gaming machine in response to a predefined event at the electronic gaming machine. A listing of casino agents who may be dispatched is stored on in a database. A communication on a network of gaming machines is received indicating that a casino agent should be dispatched to one of the electronic gaming machines. A signal is automatically sent to a wireless device carried by a person including data that identifies the one electronic gaming device.

Claims

1. A method for dispatching casino agents and for providing verbal communication among the casino agents who are periodically dispatched to a plurality of electronic gaming machines on a network of electronic gaming machines, the method using a transmitter and receiver built into a mobile computing device carried by each agent and comprising:

creating a list of casino agents;

associating each of at least some of the agents with at least one of a plurality of first job qualifications;

associating each of at least some of the agents with at least one of a plurality of second job qualifications;

associating different types of service for which a casino agent is dispatched as a primary responder with at least one of the first job qualifications;

associating different types of service for which a casino agent is dispatched as an escalation responder with at least one of the second job qualifications;

storing the list in a memory operatively connected to the network;

automatically initiating a call by sending a first call signal via a wireless network to a first one of the mobile computing devices carried by a primary responder, the first call signal including data indicating an identified electronic gaming machine to which the primary responder is dispatched;

displaying the identity of the identified electronic gaming machine on the first mobile computing device;

receiving an escalate signal from the primary responder at the first mobile computing device;

automatically adding an escalation responder to the call by sending a second call signal via the wireless network to a second mobile computing device carried by the escalation responder, the second call signal including data indicating the identified electronic gaming device and being initiated responsive to receipt of the escalate signal;

displaying the identity of the identified electronic gaming machine on the second mobile computing device;

initiating a verbal communication responsive to an input made via an actuator at the first mobile computing device;

recording the verbal communication at the transmitter of the first mobile computing device;

sending the recorded verbal communication to the second mobile computing device; and

playing the recorded verbal communication via the receiver on the second mobile computing device.

2. The method of claim 1 wherein the method further comprises receiving a call-arrival signal responsive to an input on the second mobile computing device carried by the escalation responder indicating that he or she has arrived at the identified electronic gaming machine.

3. The method of claim 1 wherein the electronic gaming machines are located in a casino and the method further comprises:

defining a plurality of floor areas in the casino, each floor area including a predefined number of the electronic gaming machines;

creating a list of the floor areas;

storing the list in a memory operatively connected to the network; and

associating at least some of the casino agents with different floor areas.

4. The method of claim 3 wherein the primary responder is associated with the floor area that includes the one electronic gaming machine.

5. The method of claim 1 wherein the first call signal further includes data indicating the identity of the player playing the identified electronic gaming machine to which the primary responder is dispatched.

6. The method of claim 1 wherein the mobile computing devices comprise one of an iPod computing device and an iPad computing device.

7. A method for dispatching casino agents and for facilitating verbal communication among the casino agents who are each periodically dispatched to a corresponding one of a plurality of electronic gaming machines on a network of electronic gaming machines, the method comprising:

creating a list of casino agents;

associating each of at least some of the agents with at least one of a plurality of first job qualifications;

associating each of at least some of the agents with at least one of a plurality of second job qualifications;

associating different types of service for which a casino agent is dispatched as a primary responder with at least one of the first job qualifications;

associating different types of service for which a casino agent is dispatched as an escalation responder with at least one of the second job qualifications;

storing the list in a memory operatively connected to the network;

monitoring the network of electronic gaming machines via a network computing device;

selecting a primary responder from the list of casino agents;

automatically sending a call signal via a wireless network to a first mobile computing device carried by the primary responder, the signal including data indicating one of the electronic gaming machines;

receiving a call-acceptance signal responsive to an input on first mobile computing device carried by the primary responder indicating that he or she has accepted the call;

receiving an escalate signal from the primary responder at the first mobile computing device;

automatically sending a second call signal via the wireless network to a second mobile computing device carried by an escalation responder, the call signal including data indicating the one electronic gaming machine, the second call signal being sent responsive to receipt of the escalate signal;

initiating a verbal communication responsive to an input made via an actuator at the first mobile computing device;

recording the verbal communication at the transmitter of the first mobile computing device;

sending the recorded verbal communication to the second mobile computing device;

playing the recorded call via the receiver on the second mobile computing device; and

determining that the escalation responder has arrived at the one electronic gaming machine.

8. The method of claim 7 wherein determining that the escalation responder has arrived at the one electronic gaming machine further comprises receiving a call-arrival signal responsive to an input on the second mobile computing device carried by the escalation responder indicating that he or she has arrived at the one electronic gaming machine.

9. The method of claim 8 wherein the player is not enrolled in a player-tracking system operatively connected to the network and wherein the escalation responder enrolls the player in the player-tracking system after the second casino agent arrives at the one electronic gaming machine.

10. The method of claim 9 wherein the method further comprises receiving a call-completion signal responsive to an input on the second mobile computing device carried by the escalation responder indicating that he or she has enrolled the player in the player-tracking system.

11. The method of claim 7 wherein the mobile computing devices comprise one of an iPod computing device and an iPad computing device.

12. The method of claim 7 wherein the electronic gaming machines are located in a casino and the method further comprises:

defining a plurality of floor areas in the casino, each floor area including a predefined number of the electronic gaming machines;

creating a list of the floor areas;

storing the list in a memory operatively connected to the network; and

associating at least some of the casino agents with different floor areas.

13. The method of claim 12 wherein the primary responder is associated with the floor area that includes the one electronic gaming machine.

14. The method of claim 8 wherein the first and second call signals further includes data indicating the identity of the player playing the one electronic gaming machine.

15. A non-transitory computer readable medium which stores a plurality of instructions, which when executed by at least one processor, causes the at least one processor to:

monitor the network of electronic gaming machines via a network computing device;

select a first one of a plurality of casino agents from a list of casino agents, the list including;

at least one of a plurality of first job qualifications associated with each of at least some of the agents,

at least one of a plurality of second job qualifications associated with each of at least some of the agents,

different types of service for which a casino agent is dispatched as a primary responder associated with at least one of the first job qualifications, and

different types of service for which a casino agent is dispatched as an escalation responder associated with at least one of the second job qualifications;

automatically send a first call signal via a wireless network to a first mobile computing device carried by a primary responder, the signal including data indicating one of the electronic gaming machines;

receive a call-acceptance signal responsive to an input on the first mobile computing device carried by the primary responder indicating that he or she has accepted the call;

receive an escalate signal from the primary responder at the first mobile computing device;

automatically send a second call signal via the wireless network to a second mobile computing device carried by an escalation responder, the signal being sent in response to receipt of the escalate signal and including data indicating the one electronic gaming machine;

receive a call-acceptance signal responsive to an input on the second mobile computing device carried by the escalation responder indicating that he or she has accepted the call;

initiate a verbal communication responsive to an input made via an actuator at the first mobile computing device;

record the verbal communication at the transmitter of the first mobile computing device;

send the recorded verbal communication to second mobile computing device;

play the recorded call via the receiver on second mobile computing device; and

determine that the second casino agent has arrived at the one electronic gaming machine.

16. The non-transitory computer readable medium of claim 15 wherein the plurality of instructions, which when executed by at least one processor, causes the at least one processor to receive a call-arrival signal responsive to an input on the second mobile computing device carried by the escalation responder indicating that he or she has arrived at the one electronic gaming machine.

17. The non-transitory computer readable medium of claim 15 wherein the plurality of instructions, which when executed by at least one processor, causes the at least one processor to receive a call-completion signal responsive to an input on the mobile computing device carried by the escalation responder indicating that he or she has completed an interaction with the player.

18. The non-transitory computer readable medium of claim 15 wherein the plurality of instructions, which when executed by at least one processor, causes the at least one processor to include data identifying the player in the first and second call signals.