Abstract:
A machine and process for accepting customer payments and placing orders for telecommunications services is disclosed. The machine and process include a kiosk operable to accept account set-up information from an individual, accept payment from the individual, collect identifying data from the individual, and communicate with a system to activate a telecommunication account for the individual. The kiosk may be placed wherever quick telecommunication account set-up and payment verification is necessary, for example: a correctional facility or college campus.

Description:
PRIORITY CLAIM 
       [0001]    This application is a continuation of U.S. Non-Provisional application Ser. No. 11/017,504, filed on Dec. 20, 2004. Which claims priority to U.S. Provisional Patent Application No. 60/572,555, filed on May 19, 2004, both applications by the inventors and of the same title herein, and both of which are hereby incorporated by reference for all purposes. 
     
    
     BACKGROUND 
       [0002]    1. Field of the Invention 
         [0003]    This invention relates generally to the field of telecommunications and more specifically it relates to a machine and process for rapidly accepting customer payments and placing orders for telecommunications services. 
         [0004]    2. Description of Related Art 
         [0005]    Since the inception of facility-based call processing in correctional facilities, telecommunications providers have struggled with a variety of issues including new account set-up, collection of monies, and posting of payments in a timely manner. New account set-up for inmates and friends or family that desire to engage in telephone conversations with an inmate may take as long as two to three business days. Once the account is set-up then the issue of payment method must be resolved. Currently, telecommunications providers will accept payment by check or money order via the US Postal Service; by credit card, debit card, or direct funds transfer from an existing checking account via an Interactive Voice Response System accessed by telephone; or by Western Union. 
         [0006]    Because customers expect fast and efficient service, the above described system tends to create customer service calls that increase costs to the telecommunications provider. Therefore, it would be preferred to have a system that can establish new accounts rapidly and reduce customer service calls relating to account set-up delays. 
         [0007]    Customers also expect to be able to use cash for most transactions without a penalty. The current system requires a money order and the delay of mailing to hinder the use of cash in the telecommunications service transaction. Therefore, it would be preferred to have a system that allows easy cash payment, to set-up and maintain telecommunications services for an inmate, by the inmate at booking, by the inmate during incarceration, and by friends or family who are not incarcerated. 
         [0008]    As an attempt to address some of the delays in set-up, telecommunications providers have rushed services and thus, incurred high levels of bad debt. Bad debt is expensive to incur because of the administrative overhead involved in carrying and managing the debt as well as the direct write-offs. It would be preferred to have a system that quickly verifies payments to reduce bad debt while also providing quick set-up and reducing calls to customer service. 
         [0009]    A final problem facing the current system of providing telecommunications services in correctional institutions is that of the short stay inmate. For example, an inmate who may stay in lockup for less than 3 days while arranging bail. The time lag for set-up for these inmates is longer than their anticipated stay, so the telecommunications provider has no opportunity to effectively serve these potential clients. This is lost business for the telecommunications provider and an aggravation for the inmate who is unable to communicate effectively with friends or family. 
         [0010]    Although the problems listed above are specific to the correctional facilities market, similar problems are found in other situations where the invention may be helpful. Therefore, the invention described below is not to be limited to correctional facilities, nor is the invention to be limited to solving the problems listed above. 
       SUMMARY 
       [0011]    There is a need in correctional facilities and other markets for a machine and process for accepting customer payments and placing orders relating to telecommunications services. 
         [0012]    Therefore, it is an object of the present invention to provide a machine and process for accepting customer payments and placing orders relating to telecommunications services. 
         [0013]    This object may be achieved by providing a kiosk operable to accept account set-up information from an individual, accept payment from the individual, collect identifying data from the individual, and communicate with a system to activate a telecommunication account for the individual. The kiosk may be placed wherever quick telecommunication account set-up and payment verification is necessary, for example: a correctional facility or a college campus. 
         [0014]    The present invention provides significant advantages, including: (1) set-up information may be collected in a variety of written languages without the need for extensive translation services; (2) payment may be verified at the point of sale thereby avoiding bad debts; (3) identifying data may be stored with a transaction record to facilitate matching the transaction to a particular person; (4) account activation may be automated and provided at the time of transaction; and (5) costs per account may be reduced by reducing costs associated with account set-up inquiries and associated customer service calls. 
         [0015]    Additional objectives, features, and advantages of the invention will be apparent in the written description that follows. 
     
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
         [0016]    The novel features believed characteristic of the invention are set forth in the appended claims. However, the invention itself, as well as, a preferred mode of use, and further objectives and advantages thereof, will best be understood by reference to the following detailed description when read in conjunction with the accompanying drawings, wherein: 
           [0017]      FIG. 1A  is a front view of a kiosk; 
           [0018]      FIG. 1B  is a side view of the kiosk of  FIG. 1A   
           [0019]      FIG. 1C  is a top view of the kiosk of  FIG. 1A ; 
           [0020]      FIG. 2  is a flow chart of an operation of a kiosk; 
           [0021]      FIG. 3  is a schematic of a system including the kiosk of  FIG. 2 ; 
           [0022]      FIG. 4  is an example of a menu screen that may be presented at a kiosk; 
           [0023]      FIG. 5  is a flow chart of an Inmate Prepaid Account transaction; 
           [0024]      FIG. 6  is a flow chart of a Direct Bill transaction; 
           [0025]      FIG. 7  is a schematic of possible kiosk locations within a correctional facility; 
           [0026]      FIG. 8  is a flow chart of a Friends and Family transaction; 
           [0027]      FIG. 9  is an example of a Graphical Customer Interface with a touch sensitive keyboard; 
           [0028]      FIG. 10  is a schematic of a system associated with a kiosk for processing account transactions; 
           [0029]      FIG. 11  is a schematic of a system associated with a kiosk for processing account transactions; and 
           [0030]      FIG. 12  is an example of a Graphical User Interface for a Customer Report Engine. 
       
    
    
     DESCRIPTION OF THE PREFERRED EMBODIMENT 
       [0031]    In the following detailed description of the preferred embodiments, reference is made to the accompanying drawings, which form a part hereof, and in which is shown by way of illustration specific preferred embodiments in which the invention may be practiced. These embodiments are described in sufficient detail to enable those skilled in the art to practice the invention, and it is understood that other embodiments may be utilized and that logical changes may be made without departing from the spirit or scope of the invention. To avoid detail not necessary to enable those skilled in the art to practice the invention, the description may omit certain information known to those skilled in the art. The following detailed description is, therefore, not to be taken in a limiting sense, and the scope of the present invention is defined only by the appended claims. 
         [0032]    The present invention represents the discovery that a properly equipped kiosk may communicate with a properly equipped system to provide telecommunication service account set-up and payment autonomously with reduced customer service costs and reduced bad debt. The system, according to the present invention, is particularly useful in applications where delays may cause additional customer service calls or reduce the number of available customers, as well as applications where bad debt is expected to be high. 
         [0033]    Referring to  FIGS. 1A and 1B  in the drawings, a kiosk  10  is shown as an interface to be used by customers (shown in dashed lines) to conduct transactions relating to telecommunication services. Kiosk  10  has input/output devices  12  to communicate during a transaction. In a preferred embodiment, a touchscreen  14  provides for simultaneous input and output by allowing a customer to make selections in a menu driven environment. A printer  16  may also be used as an output device to provide a physical receipt of the transaction for a customer. Additionally, kiosk  10  has payment readers  18  to read various methods of payment. In a preferred embodiment payment readers  18  include a magnetic card reader  20  for reading credit cards, debit cards and other magnetic payment cards, as well as a bill validator  22  that reads and validates paper money. As new payment methods become commonplace, such as Radio Frequency Identification (RFID), barcodes, or wireless technologies, the appropriate payment readers  18  may be added to kiosk  10 . 
         [0034]    Continuing with  FIGS. 1A and 1B  of the drawings, kiosk  10  may include speakers  24  to provide audio output such as response feedback or oral instructions for customers with limited reading skills. Kiosk  10  preferably also includes identification recording devices  28  to provide a record of the individual who was the customer for a particular transaction. Although preferred, the invention does not require the measurement and recording of biometric data. However, one skilled in the art will appreciate the advantages of taking such measurements. Recording devices  28  will record a biometric measurement of the customer for storage with the transaction record. In the preferred embodiment, a unidirectional cardoid microphone  30  is used to provide a voice recording, or voice print, and a camera  26  is used to record a still photograph of the customer&#39;s face, or face scan. Additionally, other biometric measurement devices may be used depending on the level of security desired and future developments in the security technologies field. Some other biometric measurements that may be used include fingerprints, cornea scans, and hand prints. Each technology has its own advantages and disadvantages depending on the end use. 
         [0035]    The physical housing of the preferred embodiment of kiosk  10  shown in  FIGS. 1A and 1B  is optimized to reduce footprint while still providing adequate user interaction and security. Kiosk  10  may also be built into a wall with public access on one side  20  of the wall and restricted access on the opposite side of the wall. Additionally, kiosk  10  may provide additional input/output devices for the handicapped, such as a lower touchscreen  14  for wheelchair access, volume controls for the hearing impaired, or a Braille display for the blind. Furthermore, the kiosk is powered by a processor  31  that directs the above-listed features and collects data. Processor  31  may be a standard personal computer, which provides ease of repair and cost savings. Processor  31  is also adapted to communicate with a communications network, as will be described in more detail below. 
         [0036]    Referring now to  FIG. 2  of the drawings, an operation of kiosk  10  is shown as a flow chart. “Touchpay Kiosk Start Screen”  100  allows the customer to indicate when the customer is prepared to begin a transaction. “Language Choice”  102  allows the customer to choose a preferred language in which to communicate with kiosk  10 . Because the system is menu-drive and field-based, the number of languages that may be chosen is limited only by the initial translation costs for each language and the availability of appropriate fonts to display each language. Once a language is chosen at “Language Choice”  102 , the remainder of the transaction is conducted in the chosen language until the customer returns to “Start Screen”  100 . After choosing the appropriate language, the customer is presented with at least three choices, as shown in  FIG. 4 . The choices shown are: “Friends and Family New Account”  105 ; “Inmate Prepaid”  106 ; and “Direct Bill”  107 . These three basic transactions operate slightly differently, but have significant parallels. Upon selecting any of these three choices, the customer is presented with “Terms and Conditions”  103 , which allows the customer to agree with certain terms and conditions for the use of kiosk  10  and the related system or to disagree. Agreement is required to proceed and failure to agree leads to “Do Not Accept Terms”  104  followed by “Touchpay Kiosk Start Screen”  100 . One skilled in the art would recognize that additional choices and services can be provided, including, but not limited to, commissary payments, traffic citations, property tax citations, and the like. 
         [0037]    After selecting the appropriate transaction, a “Touchscreen Data Input”  108 ,  109 ,  111  requires the entry of all pertinent information to set-up the appropriate account. After entry of “Touchscreen Data Input”  109  for an inmate prepaid transaction an “Access Number Obtained From Database”  110  obtains an active access number for the customer from a database of prepaid access numbers  126  (shown in  FIG. 3 ). “Input Data Sent to Database for Processing”  112 ,  114  indicates that all data input by the customer at “Touchscreen Data Input”  108 ,  109 ,  111  is sent to a database of customer information  125  (shown in  FIG. 3 ) for processing while payment information is gathered. The customer then must choose an appropriate payment method at “Pay with Cash Credit/Debit Card”  113 . If cash payment is selected, the cash is fed into bill validator  22  as shown at “Cash Inserted in Bill Acceptor”  115 . If credit card or debit card payment is chosen, the appropriate card is fed into magnetic card reader  20  as indicated by “Credit/Debit Card Inserted Into Card Reader”  116 , the card reader  20  then transmits the data to a gateway for real-time authorization or denial as indicated at “Real-Time Authorization Obtained From Gateway”  117 , and proceed to “Transaction Approved”  119  or “Transaction Declined”  120 . This provides for real-time set-up and authorization of an account or at least substantially contemporaneous with the transaction. 
         [0038]    At this point, whether the bills are validated or not or whether card payment is accepted or not, the transactions all record relevant transaction data for review. Biometric data is gathered at “Still Picture Taken of User”  118 ,  123  and the biometric data is sent with the complete details of the transaction to a database at “Transaction History and Photo Sent to Database”  121 ,  122 . Certain data printed by the printer  16  for the customer to retain a physical receipt at “Receipt Data Sent to Printer”  124 . 
         [0039]    Referring now to  FIG. 3  of the drawings, kiosk  10  is shown schematically in relation to the system for providing account set-up and management. Kiosk  10  communicates with “SQL Database of Pre-paid Access Numbers”  126  and “SQL Database of Customer Information”  125 . “Database Administrator”  129  communicates with databases  125  and  126  to maintain database integrity. “Remote Monitoring”  128  monitors one or more kiosk  10  and may selectively activate various features such as the “Biometric Recording Devices”  26  at additional intervals. “Remote Monitoring”  128  also allows for selective shutdown of kiosk  10  as well as diagnosis and trouble shooting of kiosk  10 . 
         [0040]    An “IP Based Web Interface Reporting System”  127  allows for access to the customer information database  125  and transactional data stored in the customer information database  125 . The “IP Based Web Interface Reporting System”  127  is connected to an “SOAP/XML Interface to Billing System”  130  to provide billing information for the telecommunication provider and a “Transactional History and Audit Reporting”  131  to provide audit reports and transactional histories on an automated basis or by query to the “IP Based Web Interface Reporting System”  127 . The “IP Based Web Interface Reporting System”  127  is preferably web-based to provide a graphical user interface and conventional query tools based on the database structure. 
         [0041]    Referring now to  FIG. 4  of the drawings, an example of a graphical user interface for use on a touchscreen  14  is shown, in English. The menu-driven interface has four choices, three continuing to provide service and one returning to the start screen  100 . Touchscreen  14  allows the user to simply touch icons  32  to choose one of the listed choices. 
         [0042]    Referring now to  FIGS. 5 ,  6 , and  8  of the drawings, each is a more detailed portion of the flow chart of  FIG. 2 .  FIG. 5  illustrates an Inmate Prepaid Account transaction, while  FIG. 6  illustrates a Direct Bill transaction, and  FIG. 8  illustrates a Friends and Family transaction. A comparison of the three figures shows that the transaction structure is similar and applicable to many different transaction types. 
         [0043]    Referring now to  FIG. 7  of the drawings, a schematic of a correctional facility  34  illustrates the possible locations for a kiosk  10 . Because it is expected that many transactions will be conducted by individuals other than the inmate, such as friends or family, a kiosk  10  may be located in the public visiting  36  area to allow friends or family to set-up an account or make a payment during a visit to the correctional facility  34 . As discussed above, inmates will likely want to set-up an account upon booking, especially for short stay inmates, and therefore a kiosk  10  may be located in a receiving room  38  for inmate access upon receipt into the correctional facility  34  and at other times as dictated by the staff. Where multiple kiosks  10  are being used in a single facility, the kiosks  10  may be directly joined by a wired or wireless network to provide redundant services and backup. 
         [0044]    Referring now to  FIG. 9  of the drawings, a screen shot of the graphical user interface of a kiosk  10  is shown with a display area  40  having selection icons  32  and a touchscreen keyboard  42  (not shown). The touchscreen keyboard  42  provides customer input without having the added complexity of additional hardware, and thereby reduces maintenance costs for the kiosk  10 . 
         [0045]    Referring now to  FIG. 10  of the drawings, a system  50  is shown for processing transactions from a kiosk  10 . System  50  comprises kiosk  10  and a data connection between kiosk  10  and a network  52 , such as the Internet or a similarly robust communications network. A “Payment Gateway Secured Transactions”  54  communicates with the network  52  for approval of credit card or debit card transactions at the kiosk  10 , such as authorize.net or another account verification gateway. A customer reporting engine (CRE)  56  communicates with the network  52  to allow for customized reports for telecommunications service providers. A kiosk central server  58  communicates with the network  52  to collect and store all transaction data from the kiosk  10 , provide reporting data to the CRE  56 , and store authorization data from the gateway  54  in conjunction with transaction data captured from kiosk  10 . Transaction data will include financial information, personal information and biometric measurements. In the embodiment shown, “Kiosk Central Server”  58  comprises a web server  60 , a web service  62 , and a database  64 . Web server  60  and web service  62  provide a secure and robust connection between database  64  and network  52 . 
         [0046]    Referring now to  FIG. 11  of the drawings, the transmission of transactional data, referred to individually as standard transaction records or STRs, is provided to a telecommunications provider, or partner, via push over an accessible network, such as the World Wide Web or Internet, to the partner. Because of security concerns inherent in any network, the data will typically be received outside of the partner firewall, in what is commonly referred to as a “demilitarized zone” or DMZ. This allows the partner to receive the data and ensure that no harm will be done to the partner network by allowing the data inside the network firewall. Once the data is within the firewall, it may be processed into the partner billing system.  FIG. 11  illustrates one of many secure means for transferring transaction data to partners. While the system shown has been developed to meet current partner demands, variations to this system are easily applied to the current system to meet future partner demands. Furthermore, the partner may provide a wide variety of services including telecommunications or commissary services. 
         [0047]    Referring now to  FIG. 12  of the drawings, a graphical user interface for the customer reporting engine  56  is shown with sample transaction data. Transaction data includes the following fields: 
         [0048]    Transaction Unique Identifier; 
         [0049]    Kiosk Identity; 
         [0050]    Kiosk Location (often includes multiple fields such as street address, city, state, zip code, room number, room description, location in facility, or kiosk number in facility); 
         [0051]    Time and date code; 
         [0052]    Amount of transaction; 
         [0053]    Type of transaction; 
         [0054]    Form of payment; 
         [0055]    Authorization information (often includes multiple fields such as success, positive or negative, and confirmation code); and 
         [0056]    Biometric data (may include photo, face scan, fingerprint scan, voice recording, voice scan, iris scan, or other biometric data used to distinguish an individual from the general population). 
         [0057]    The fields are provided in a web-based application that allows queries based on the fields to provide customized reports. Such reports can help to provide more efficient customer service, fraud prevention, system audits, and troubleshooting. 
         [0058]    It is apparent that an invention with significant advantages has been described and illustrated. Although the present invention is shown in a limited number of forms, it is not limited to just these forms, but is amenable to various changes and modifications without departing from the spirit thereof.