Customer service system with feedback and method for operating

• US 6,618,582 B1
• Filed: 07/15/1998
• Issued: 09/09/2003
• Est. Priority Date: 07/15/1998
• Status: Expired due to Fees

• Current Assignee: Northfield Telecommunications, Inc.
• Original Assignee: Coons, Benton Sill, Coons, Kenneth James
• Inventors: Coons, Kenneth James, Coons, Benton Sill
• Primary Examiner(s): Maung, Nay
• Assistant Examiner(s): SOBUTKA, PHILIP
• Application Number:
  US09/115,988
• Time in Patent Office: 1,882 Days
• Field of Search: 455/404, 455/521, 455/90, 455/128, 455/7, 455/62, 455/38.1, 455/38.2, 455/38.4, 455/67.1, 455/67.7, 455/115, 340/539, 340/825.37, 340/825.44, 340/311.1, 340/287, 379/67.1, 379/37
• US Class Current: 455/404.1
• CPC Class Codes: H04W 84/08 Trunked mobile radio systems

Abstract

A system for transmitting and registering calls for assistance includes a plurality of call boxes, a central processor for receiving calls for assistance from the call boxes, and a plurality of portable radios capable of receiving paging messages from the central processor. At least one of the call boxes includes a frequency hopping spread spectrum transmitter for transmitting the calls for assistance, an actuator whereby a user can make a call for assistance, a voice message response device for providing a voice message, and a reset switch for resetting the call box. The central processor includes a transceiver for transmitting the paging messages, a receiver for receiving the calls for assistance, a memory and a processor. The plurality of portable radios may be carried by associates, whereby an associate may be notified of the call for assistance and report to the location. The voice message response device in the call box may verify to the user that the call for assistance has been transmitted, and may further instruct the user to remain at the call box until assistance arrives.

Claims

1. A method for operating a customer service system in a retail business facility having a plurality of departments, the method including:

providing a call box at a location in a department of the retail facility where customers may make calls for assistance by activating the call box;

sending a signal to a call box controller located within the call box;

sending a call for assistance from the call box to a central controller;

accessing a first voice message from memory located at the call box, the first voice message being accessed by the call box controller in response to the signal, and the first voice message instructing the customer to stay at the location of the call box;

communicating the first voice message from the call box to the customer, instructing the customer to stay at the location of the call box;

receiving the call for assistance at the central controller;

accessing a second voice message from memory located at the central controller, the second voice message identifying a location of the call box where the call for assistance originated; and

broadcasting the second voice message at at least one of a plurality of portable radios.

2. The method of claim 1, further including the step of recording the first voice message in the call box.

3. The method of claim 1, further including the step of compiling the second voice message at the central controller prior to broadcasting.

4. The method of claim 3, wherein the step of compiling the second voice message includes forming the second voice message by combining a plurality of separate voice recordings stored in the central controller.

5. The method of claim 1, further including the step of transmitting a message to a pager.

6. The method of claim 1, further including the step of registering at the central controller a start time when the call for assistance was received, and a finish time when an associate resets the call for assistance.

7. The method of claim 6, further including the step of storing the start and finish times in a memory.

8. The method of claim 1, further including the step of automatically resetting the call box if the call box is not manually reset within a predetermined time.

9. A communication system comprising:

A. a plurality of call boxes located at a plurality of locations where users may need to send calls for assistance, each call box including;

a. first memory located at the call box for storing a first voice message that instructs the users to remain at the location of the call box;

b. a speaker provided at the call box;

c. an actuator provided at the call box;

d. a first controller provided at the call box that interfaces with the actuator such that when the actuator is actuated, the first controller accesses the first voice message from the first memory and causes the first voice message to be broadcast over the speaker provided at the call box;

B. a central control system that interfaces with the call boxes, the central control system including;

a. a second controller located distant from the call boxes;

b. second memory for storing verbal words;

c. a transmitter that interfaces with the second controller, wherein when a selected one of the call boxes is actuated, the second controller is signaled by the selected call box to access the second memory and cause a second voice message that identifies the selected call box to be transmitted by the transmitter; and

C. at least one portable radio for receiving the second voice message, whereby an associate carrying the portable radio is notified by the second voice message that assistance is needed at the selected call box.