DE29902128U1 - Electrical device for requesting a person, in particular a seller or consultant in a supermarket or department store - Google Patents

Description

F:\IJBDHF\DHFANM\4155001

Applicant:

Systemhaus HTC
Communication Systems GmbH
Esslinger Strasse 3
71334 Waiblingen

4155 001 09.02.1999

sch / emz

Title: Electrical device for requesting a

Person, in particular a salesperson or consultant in a supermarket or department store

Description

The invention relates to an electrical device for requesting a person, in particular a salesperson or advisor in a supermarket or department store, with a triggering device for triggering a request.

In food supermarkets, furniture stores or DIY stores, where customers examine and select the items on offer in a self-service system, customers often wish to speak to a competent salesperson or specialist advisor. For this purpose, it is common to provide a call system at various points in the respective department store. This call system can

In the simplest case, it is a bell or a bell that the customer has to operate. Electrical devices are also known in which a customer, for example, operates a switch that triggers an announcement on the department store's loudspeaker system. This announcement calls a salesperson or consultant, who should then go to the calling device that triggered the announcement.

The known devices described have the disadvantage that there is no guarantee that a salesperson or consultant will actually go to the calling device and thus to the customer. Instead, there is the possibility that the customer waits for a long time without a salesperson or consultant taking action. This can lead to customer annoyance. Furthermore, loudspeaker announcements or similar cause unwanted disturbances.

The object of the invention is to create a device for requesting a person, in particular a salesperson or consultant in a supermarket or department store, which ensures that a customer who requests advice is always served within a reasonable period of time without causing disruption due to loudspeaker announcements.

This object is achieved by the invention in an electrical device of the type mentioned at the outset in that a first device is provided, that the first device is connected to the triggering device, that the first device can be connected to a telephone system, and that the first device, in the event of a triggered request, generates a first signal that can be processed by the telephone system.

If the customer activates the trigger device and thereby requests advice from a salesperson, a first signal is generated by the first device. If the electrical device according to the invention and thus the first device is connected to a telephone system, this first signal can be processed by the telephone system. In particular, the first signal can be recognized as such by the telephone system. This makes it possible for a telephone call to be automatically generated to a telephone device in the telephone system after the first signal has been recognized by the telephone system. This telephone device is assigned to the responsible salesperson or consultant. The latter takes the telephone call and is thus informed that a customer wants advice. The salesperson or consultant can then contact the telephone system.

Go to the location in the store where the customer has requested advice.

The main advantage of the device according to the invention is that the request triggered by the customer cannot "fade away" or be lost in any way. Instead, the device according to the invention creates the possibility that the customer's request triggers a telephone call. This telephone call remains until an advisor or salesperson has answered it. This ensures that the customer's request for advice is always acknowledged by a salesperson or advisor. The request triggered by the customer cannot be lost unprocessed. It always remains in the form of the telephone call generated.

A further advantage of the device according to the invention is that the request triggered by the customer does not cause any loudspeaker announcements or the like and therefore no disturbances.

In an advantageous development of the invention, the first signal corresponds to the lifting of a telephone receiver. This first signal, i.e. the lifting of a telephone receiver, can be

to the telephone system connected to the first device. It is not necessary to carry out a dialing process. As soon as the telephone system has recognized the first signal and thus the lifting of a telephone receiver, this means that a customer is requesting advice. The telephone system can then automatically make a telephone call to a salesperson or a consultant.

It is particularly advantageous if the first device has an electrical circuit which, in the event of a triggered request, generates a change in voltage or current as the first signal. This change in voltage or current corresponds to picking up a telephone receiver. Furthermore, it is particularly advantageous if the first device is supplied by the telephone system with the voltage that is made available by the telephone system on the usual telephone cables. The first signal can then be generated from this voltage by the electrical circuit of the first device.

In an advantageous development of the invention, the triggering device has a pushbutton switch. This pushbutton switch is connected to the first device, in particular to the electrical circuit of the first device. If the pushbutton switch is operated by a customer, this has the effect of

The result is that the first signal is generated permanently. For this purpose, it may be necessary for the first device and in particular its electrical circuit to have additional components.

In an advantageous embodiment of the invention, the first device can be connected to the telephone system like a telephone set. This means that the first device and thus the entire device according to the invention can be connected to the telephone system via a standard telephone cable. With the help of the first device, the device according to the invention works in the same way as a standard telephone set from the perspective of the telephone system. As already mentioned, the telephone system can thus recognize and process the first signal from the device according to the invention corresponding to the lifting of a telephone receiver. The voltage generated by the telephone system can also be easily fed to the device according to the invention. This way of working of the device according to the invention, which corresponds to a standard telephone set, brings with it the significant advantage that no circuit changes need to be made to the telephone system. Instead, a standard telephone system can be used.

which is suitable for detecting when a telephone handset of a connected telephone is picked up.

It is particularly advantageous if the first device can be connected to the telephone system via cable or radio. The second alternative in particular makes it possible for the device according to the invention to be placed flexibly anywhere in the department store. No conversion work or other changes are required. The device according to the invention can therefore be used particularly flexibly.

In a further advantageous embodiment of the invention, a second device is provided, wherein the second device is connected to the triggering device, and wherein the second device generates a second signal in the event of a triggered request.

The second signal is routed independently of the first signal, for example to a telephone system control center. It is particularly advantageous if this control center has a display device. The second signal can then be displayed using the display device. If the control center is located, for example, at a permanently manned information point in the department store or at a

At the checkout of the department store, the person there is constantly informed whether a customer requests advice. If the second signal is displayed on the display for a longer period of time and an acoustic signal is also generated as a warning tone, the person there can deduce that, at least so far, the telephone call automatically generated by the telephone system has not yet reached the responsible salesperson or advisor. In this case, the person can take action on their own initiative and either advise the customer themselves or verbally instruct a salesperson or advisor to do so.

In a further advantageous development of the invention, a loudspeaker and/or an indicator lamp are provided with which information can be generated in the event of a request being triggered. With the help of the loudspeaker or the indicator lamp, the customer is informed that his request is being processed and that a salesperson or consultant will serve him shortly.

It is particularly advantageous if voice output devices are provided with which the loudspeaker can be controlled. This makes it possible for predefined texts to be automatically output to the customer via the loudspeaker.

In a further advantageous development of the invention, a reset device is provided with which a triggered request can be deleted again. The reset device is expediently only operated by the consultant or salesperson who is serving the customer requesting the advice. By operating the reset device, the responsible salesperson or consultant confirms that the customer is now being advised by him. The request triggered by the customer is thus completed. With the help of the reset device, the measures resulting from the triggering of the request, for example the generation of the first and/or the second signal, are canceled again. The loudspeaker output to the customer is also stopped, for example.

As mentioned, the telephone system is suitable for automatically generating a telephone call to one of the existing telephones in the event of a first signal coming from the device according to the invention. For this purpose, it is particularly advantageous if the telephone system is programmable. This makes it possible to assign a specific telephone to be called to the device according to the invention. In particular, it is possible to call exactly the telephone that is assigned to the responsible salesperson or consultant. For example, if the device according to the invention

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If a facility is located in the frozen food area of a supermarket, the telephone system can be programmed in such a way that the first signal received from this facility results in a telephone call to the specialist advisor responsible for the frozen food.

This programmability of the telephone system brings with it the additional advantage that several devices according to the invention can be easily arranged in a department store. The individual devices can then be assigned to different salespeople or consultants. If a customer requests advice at a specific device, this means that the correct salesperson or consultant responsible is automatically called, who can then serve the customer.

In a further advantageous development of the invention, the telephone system is suitable for automatically forwarding an unsuccessful telephone call to another telephone. This ensures that if one of the salespeople or consultants is currently unavailable, another salesperson or consultant is automatically called by the telephone system.

The request for advice triggered by a customer is automatically forwarded to another salesperson or consultant. This forwarding can take place multiple times.

The telephone system can also be programmed in such a way that, when a call is transferred, not just one but two or more other salespeople or consultants are called. Finally, it is possible that, when a call is transferred, the telephone system's switchboard and thus the aforementioned information desk or cash desk of the department store are also called, or possibly even the current head of the department store.

Further features, possible applications and advantages of the invention emerge from the following description of embodiments of the invention, which are shown in the figures of the drawing. All described or shown features, either individually or in any combination, form the subject matter of the invention, regardless of their summary in the claims or their reference, and regardless of their wording or representation in the drawing or in the description.

12

Figure 1 shows a schematic block diagram of an embodiment of an electrical device according to the invention for requesting a person,

Figure 2 shows a schematic block diagram of an embodiment of a telephone system according to the invention with the device of Figure 1, and

Figure 3 shows a schematic flow chart for the telephone system of Figure 2 after a request has been triggered.

Figure 1 shows an electrical device 1 that is designed to allow a customer to request a salesperson or consultant, for example in a grocery store. The device 1 is designed, for example, as a board or other poster-like object. The device 1 can be labeled with texts that make the customer aware that they can request advice here. Such texts can be, for example, "Do you have any questions?" or "Would you like advice?"

The device 1 is provided with a triggering device 2, which may in particular be a push button switch

·

This trigger device 2 is intended for a customer who wishes to receive advice from a salesperson or consultant to activate it. In particular, the trigger device 2 is particularly highlighted, for example with an arrow or the like.

The device 1 is provided with a first device 3, which is connected or coupled to the triggering device 2. The first device 3 has an electrical circuit that is supplied with a voltage that is fed to the device 1 from the outside by a telephone system 12, which will be explained later. This voltage is used to generate a first signal that can be emitted to the outside via a line 4.

The first signal generated by the first device 3 is designed in such a way that it corresponds to the lifting of a telephone receiver of a telephone set. The first signal is generated by the first device 3 and applied to the line 4 precisely when the triggering device 2 is actuated by a customer. This actuation of the triggering device 2 results in the voltage or current on the line 4 changing.

The device 1 is provided with a second device 5 which is connected to the triggering device 2 or

is coupled. The second device 5 is supplied with a supply voltage UV. The second device 5 generates a voltage or a current on a line 6, which is output to the outside. The voltage or the current is generated by the second device 5 and applied to the line 6 precisely when the triggering device 2 is actuated by a customer.

The device 1 has an indicator lamp 7 that is connected or coupled to the triggering device 2. The indicator lamp 7 is coupled to the supply voltage UV in such a way that it is switched on precisely when the triggering device 2 is activated by a customer. The indicator lamp 7 then remains switched on. The switched on indicator lamp 7 indicates that a request for advice has been triggered by a customer at the associated device 1.

The device 1 is provided with a loudspeaker 8, which is connected or coupled to the triggering device 2 via voice output means 9. Predefined texts are stored in the voice output means 9. These texts can, for example, be as follows: "Dear customer, please wait a moment, the responsible consultant will serve you immediately."

If the trigger device 2 is activated by a customer, the aforementioned text is output to the customer via the loudspeaker 8 using the voice output means 9. The customer is thus automatically informed that a responsible salesperson or consultant will soon be available due to the request for advice that he has triggered.

After a set period of time, e.g. after 30 seconds, the voice output device 9 can output another, different text to the customer via the loudspeaker 8. This text can be as follows, for example: "Dear customer, please wait a moment. Your specialist advisor will serve you immediately."

The device 1 is provided with a reset device 10. This reset device 10 can be a push button switch. The reset device 10 returns the first device 3 and the second device 5, the indicator lamp 7 and the voice output means 9 to their original state. This means that after a customer has actuated the trigger device 2 and then actuated the reset device 10, the first signal is no longer generated by the first device and is therefore no longer on the line.

4 is present. Accordingly, the second device

5 no longer generates any voltage or current, so that no more voltage or current is delivered to the outside on line 6. Furthermore, after actuating the reset device 10, the indicator lamp 7 is switched off. Likewise, after actuating the reset device 10, any output of texts by means of the voice output means 9 via the loudspeaker 8 is stopped.

Figure 2 shows an overall system 11. A number of telephones can be connected to the overall system 11. These telephones can be connected via cable or wirelessly. The overall system 11 can be, for example, a larger house telephone system. The overall system 11 has a telephone system 12. A switchboard 13 is connected to the telephone system 12 via cable. For example, another telephone is connected to the telephone system 12 via cable. For example, three mobile phones 15 are connected to the telephone system 12 via radio and thus wirelessly. The mobile phones can be, for example, so-called DECT cell phones.

The telephone system 12 is suitable for transferring telephone calls between the connected telephone devices and/or into a connected public telephone network.

The switchboard 13 can, for example, be a telephone that is always manned by a person and is therefore assigned central switching tasks or the like. The telephone 14 and the mobile phones 15 are standard telephones from which telephone calls can be made.

The entire system 11 in Figure 2 has, for example, three devices 1. In contrast to Figure 2, it is possible that these devices 1 are each connected separately to the telephone system 12 like a telephone. Each of the devices 1 can be connected to the telephone system 12 via a cable or wirelessly.

According to Figure 2, a collecting unit 16 is provided between the devices 1 and the telephone system 12. The devices 1 are each connected to the collecting unit 16 via the lines 4, 6 and a line for the voltage supply UV. The collecting unit 16 is connected to the telephone system 12 via a line 17.

Furthermore, a display device 18 is present. This display device 18 is assigned to the control center 13. The display device 18 is connected to the collection unit 16 via a line 19.

A voltage supply 20 is connected to the collecting unit 16, which provides the supply voltage UV to the collecting unit 16. The telephone system 12 generates a voltage that is made available on the usual telephone cables. This voltage is, as already mentioned, also available to the first device 3 of the device 1.

The lines 4 arriving from the devices 1 are combined by the collection unit 16 and passed on to the telephone system 12 via line 17. The lines 6 arriving from the devices 1 are correspondingly combined by the collection unit 16 and passed on to the display device 18 via line 19. The voltage supply UV, which is fed to the collection unit 16 from the voltage supply 20, is distributed by the latter to the connected devices 1. The voltage provided by the telephone system 12 is distributed by the collection unit 16 to the individual devices 1.

The functionality of the entire system 11 of Figure 2 and the devices 1 contained therein is described below with reference to Figure 3.

If, according to block 21 of Figure 3, the trigger device 2, i.e. the push button on the device 1, is pressed by a customer, this has several consequences. According to block 22, the stored text is output to the customer via the loudspeaker 8 using the voice output means. As already mentioned, a different waiting announcement can be made after 30 seconds, for example.

According to block 23, a first signal is generated by the device 3 on the line 4, which is sent to the telephone system 12 via the collection unit 16 and the line 17. This first signal generated by the device 3 corresponds to the signal that is usually generated and passed on by the associated telephone set when a telephone receiver is picked up.

The first signal received by the telephone system 12 is processed by the telephone system 12. The telephone system 12 can recognize that the corresponding telephone receiver has been picked up on a telephone set. The telephone system 12 is programmed in such a way that after a telephone receiver has been picked up in this way, for example, any telephone set in the entire system 11 is called.

• t · ·

Based on the incoming first signal, one of the mobile phones 15 is called by the telephone system 12 after block 23. The telephone system 12 recognizes which of the connected devices 1 the incoming first signal originates from. Depending on this, the telephone system 12 selects the associated mobile phone 15 and calls only this one.

If the device 1 operated by the customer is located, for example, in a drinks area of a food supermarket, the telephone system 12 calls the mobile phone 15 that is assigned to the respective drinks specialist. This means that the consultant or salesperson who can provide the advice requested by the customer is called specifically.

According to block 24, the device 5 generates a second signal that is present on the line 6. The second signal is passed on to the display device 18 via the collector unit 16 and the line 19. The display device 18 has a plurality of light units, for example light-emitting diodes (LEDs). The number of light units corresponds at least to the number of devices 1 present. With the help of the second signal, which is generated in the form of a voltage or a current by the device 5, the

Display device 18 indicates that a customer wants advice at the associated facility 1. The person who is present at the control center 13 can take note of the now illuminated light unit on the display device 18 and monitor it.

Furthermore, according to block 24, the indicator lamp of device 1 is switched on to indicate the request for advice by the customer at device 1.

According to a block 25, the call from the telephone system 12 is answered by the consultant or salesperson who is carrying the called mobile phone. On the display of the called mobile phone 15, the telephone system 12 generates a short name that is assigned to the facility 1 where the customer wants advice. In the above example, the word "drinks" is shown on the display of the called mobile phone.

If an employee MA, who is carrying the called mobile phone 15, then answers the telephone call, he can see on the display which of the facilities 1 the request for advice was triggered at. The employee can then go to the corresponding facility 1, for example to the drinks area

According to blocks 26, the employee at the corresponding device 1 first acknowledges the telephone call by activating the reset device 10 of the device 1. This results in the light unit of the display device 18 associated with the triggered device 1 being switched off again. The display lamp 7 of the device 1 is also switched off. The voice output via the loudspeaker 8 is also stopped. The employee can then advise the customer.

If the employee does not reach the facility 1 where the customer wants advice within 30 seconds, for example, a signal tone is generated on the display device in accordance with blocks 27. The person manning the control center 13 can then call the relevant employee again according to the light unit on the display device 18 lighting up or possibly also flashing, or instruct another employee to advise the customer.

In any case, the person manning the control center 13 can ensure that an employee goes to the facility 1 where the request for advice was made as soon as possible. This employee then acknowledges the request there using the reset button.

Device 10, which results in the associated light unit on the display device 18, the indicator lamp and the loudspeaker 8 of the device 1 being switched off again. The employee can then carry out the consultation. This is shown in blocks 28 of Figure 3.

If the mobile phone 15 that was first called by the telephone system 12 according to block 23 is not reached, i.e. if this mobile phone 15 does not accept the telephone call according to block 29, the telephone call is forwarded to the switchboard 13. This forwarding is carried out automatically by the telephone system 12. The forwarding takes place in accordance with block 30.

According to block 31, the telephone call is now accepted by the control center 13. The control center 13 attempts to reach the employee or consultant or salesperson who is responsible for the facility 1 where the request for advice was made by a customer. This is carried out by the control center 13 either via one of the mobile phones 15 or directly or, if necessary, via a loudspeaker broadcast or the like. This procedure is shown in blocks 31. Alternatively,

Headquarters 13 may also appoint another employee to provide advice in a corresponding manner.

If the employee, i.e. the responsible consultant or salesperson, is found, he or she accepts the call and the process continues as per blocks 28. Ultimately, the customer requesting advice is then served by the employee.

If, however, the switchboard 13 is not manned or does not accept the telephone call for other reasons, as indicated in block 32, the telephone call is automatically forwarded from the telephone system 12 to the telephone 14. This telephone 14 is assigned to the manager on duty. The telephone 14 can alternatively or additionally be a mobile phone. The automatic forwarding of the telephone call to the manager on duty is shown in block 33.

According to blocks 34, the duty manager answers the telephone call on telephone 14 and attempts to reach the responsible employee either directly, by mobile phone or, if necessary, via the loudspeaker system.

According to blocks 28, the responsible employee accepts this call and advises the customer. If

Even in this case, if the duty manager cannot find an employee who can provide advice, it is ultimately also possible for the duty manager to go to the facility 1 where a customer has requested advice. In this case, the customer will be served personally by the duty manager.

Claims (16)

Protection claims 1. Electrical device (1) for requesting a person, in particular a salesperson or consultant in a supermarket or department store, with a triggering device (2) for triggering a request, characterized in that a first device (3) is provided, that the first device (3) is connected to the triggering device (2), that the first device (3) can be connected to a telephone system (12), and that the first device (3) generates a first signal in the event of a triggered request, which can be processed by the telephone system (12). 2. Device (1) according to claim 1, characterized in that the first signal corresponds to the lifting of a telephone receiver. 3. Device (1) according to claim 2, characterized in that the first device (3) has an electrical circuit which, in the event of a triggered request, generates a change in a voltage or a current as a first signal. 4. Device (1) according to one of claims 1 to 3, characterized in that the triggering device (2) has a push button switch. 5. Device (1) according to one of claims 1 to 4, characterized in that the first device (3) can be connected to the telephone system (12) like a telephone set. 6. Device (1) according to one of claims 1 to 5, characterized in that the first device (3) can be connected to the telephone system (12) via cable or via radio. 7. Device (1) according to one of the preceding claims, characterized in that a second device (5) is provided, that the second device (5) is connected to the triggering device (2), and that the second device (5) generates a second signal in the event of a triggered request. 8. Device (1) according to one of the preceding claims, characterized in that a loudspeaker (8) and/or an indicator lamp (7) are provided, with which information can be generated in the event of a triggered request. 9. Device (1) according to claim 8, characterized in that voice output means (9) are provided with which the loudspeaker (8) can be controlled. 10. Device (1) according to one of the preceding claims, characterized in that a reset device (10) is provided with which a triggered request can be deleted again. 11. Telephone system (12) with a plurality of telephone sets, characterized in that the telephone system (12) is connected to at least one device (1) according to one of claims 1 to 6. 12. Telephone system (12) according to claim 11, characterized in that means are provided which, in the event of a first signal coming from the device (1), automatically generate a telephone call to one of the telephone sets. 13. Telephone system (12) according to claim 12, characterized in that in the case of an unsuccessful telephone call, the means automatically forward the same to another telephone device. 14. Telephone system (12) according to one of claims 11 to 13, characterized in that a display device (18) is provided with which the second signal or signals can be displayed optically and/or acoustically. 15. Telephone system (12) according to claim 14, characterized in that after a predeterminable period of time a warning tone is generated. 16. Telephone system (12) according to one of claims 14 or 15, characterized in that the telephone system (12) is provided with a central unit (13), and that the display device (18) of the central unit (13) is assigned to the telephone system (12).