Gaming device communications and service system

A system for expanding the operation and play of gaming devices such as slot machines is disclosed. It employs an enhanced gaming device including an audio and a video channel between the gaming device and a central location manned by one or more concierges who can communicate with the player, answer questions, make reservations and, in general, attend to the requests of the player. Selected video displays under the control of the concierge are substituted for the normal video display such as a pay table at the gaming device. Communication is initiated by the player by lifting a handset, operating a call button or by inserting a club card into a card slot. Any of these actions will place the call in a queue for answering. If a club card was inserted, player data is displayed before a concierge and the player views an image of the concierge. Player requests may then be addressed. Other calls are likewise addressed. Machine malfunction, jackpot win and coin in/coin out data also trigger concierge response. A variety of locally controlled video presentations may be provided. The system includes video, audio and data communication and storage. Optionally, video communication from the player to the concierge is provided. In the event of a machine malfunction, the concierge is alerted and may request technician attention. Non club card initiation of communication are prioritized with club card system operation.

BACKGROUND OF THE INVENTION 
In the gaming industry, a vast majority of games involve multiple players 
in the same location. Often a representative of the casino or house is 
present with a number of players around a common table. There is regular 
interaction between the players and with the dealer or representative of 
the house. 
A major and perhaps most popular form of gaming, however, remains the free 
standing gaming device such as a slot machine controlled manually by the 
player with payment or credits for amounts won less than a machine defined 
jackpot. Some players develop a possessive feeling with respect to a 
particular machine at a particular time and their only contact with other 
players is perhaps conversation with an adjacent player or with a cocktail 
waitress or change attendant. It is primarily a solo gaming activity. 
The players are often reluctant to leave the machine for change or other 
reasons and in most cases, the house or casino has no knowledge of the 
players identity, time or amount of play or needs, desires, or location of 
the player. 
One advance in providing information to the house or casino of the player's 
identity and amount and time and machine played is through the use of card 
clubs in which there is a card issued to a player, usually at no cost, and 
a card slot in the gaming device which the player inserts providing 
identity of the player and the machine and time and amount of play. The 
card club is usually used to provide bonuses and incentives to the regular 
and major players of the gaming devices. This has opened the door to the 
knowledge of which player plays which machines and how much play in return 
for certain house benefits. The system providing for such communication is 
available from International Gaming Technology, Inc. of Reno, Nev. as 
their slot club player tracking system or other similar systems such as 
produced by Casino Data Systems, Inc. of Las Vegas, Nev. 
In progressive play gaming devices, there has been developed intergame data 
transfer to the extent that multiple machine play can result in 
progressive jackpots and provide an incentive for players to participate 
in the progressive jackpot. Examples of such systems are disclosed in the 
following U.S. Patents: 
______________________________________ 
5,249,800 Hilgendorf et al 
October 5, 1993 
5,280,909 D.A. Tracy January 25, 1994 
______________________________________ 
One attempt to encourage a player to remain at a machine by providing 
entertainment TV while playing is disclosed in the following U.S. Patent: 
______________________________________ 
5,259,613 A.A. Marnell, II 
November 3, 1993 
______________________________________ 
Other patents providing a degree of data transfer between gaming devices 
and a central location are shown in the following patents: 
______________________________________ 
5,429,361 Raven et al July 4, 1995 
5,470,079 LeStrange et al 
November 28, 1995 
______________________________________ 
Still, the gaming device player constitutes a solo customer having very 
little interaction with his host. 
BRIEF DESCRIPTION OF THE INVENTION 
Faced with this state of the art, we have ascertained that it is possible 
to employ video communication techniques used for conferencing in 
combination with card club techniques to provide meaningful interactive 
human communication with any equipped gaming device. The end result is a 
teleconferencing gaming device. We can provide not only player and gaming 
device identification to the host organization, but also provide a 
communication channel between the player and a live concierge with the 
video image and voice of the concierge responding to the player's needs. 
This can be accomplished with the aid of video communications systems such 
as the system disclosed in U.S. Pat. No. 5,374,952 of D. P. Flohr issued 
Dec. 20, 1994. 
We have added to the player's gaming device a number of features which are 
integrated into the device and are accessible to the player while playing. 
They include a telephone handset and a call button, either of which can be 
used for signaling the concierge, a microphone and loudspeaker for 
loudspeaking communication with the concierge and beyond, and a computer 
monitor for displaying formal gaming device pay tables and the concierge 
image while in communications mode and other displayed visual information. 
A video camera allows the player's image to be seen by the concierge for 
more meaningful communication. Unseen by the player but integrated into 
the gaming device are the necessary elements for providing the audio, 
video and data processing and communications to the central station and to 
the concierge. 
The combination of the card club feature and the voice and video 
communication now make it possible for the concierge via video image and 
audio channel to greet the player, remind him of his card club bonus level 
and also solicit any of the needs of the player such as change, beverage, 
dinner reservations, or the like so the player has no need to leave the 
machine, nor interrupt his play. Likewise, solicitation for card club 
membership can be made via the channel in a courteous manner. 
Jackpots which normally involve a flashing light and ringing bell locally 
at the machine can now be supplemented by involving a concierge 
simultaneously learning of such event and via the communications channel 
personally congratulating the player. 
Given these capabilities and with player and machine identification, it is 
possible for the player to have virtually uninterrupted play if they so 
desire, be provided required services, and in the event of an equipment 
failure, the communications channel allows that failure to be detected and 
corrected much faster than methods available heretofore. 
It is also possible with this system to provide telephone communication 
from the player at his machine to both internal to the casino or hotel and 
external via the house PBX. 
The main objective of this invention is to provide customer service via 
video to the gaming device patronage. The scope of this invention involves 
the following: 
VTC (video teleconferencing) integration between gaming devices and a Call 
Center; 
Video integration from several sources, for example, local video files, 
laser discs, video server or live feed from the casino or hotel events; 
Design of gaming devices to accommodate microcomputer components including 
a monitor which will be used to display videos, a concierge when a call is 
in progress, as well as the pay table, which was previously seen on the 
traditional fixed silk screened glass panel; 
Selection and mounting of monitors with proper depth in order to maintain 
existing industry standards for gaming device/square footage ratios; 
Selection of microcomputer components for gaming devices and microcomputers 
for the Call Center; 
Design of electronic pay tables; 
Queuing system to hold and process incoming and outgoing calls and maintain 
statistical information; and 
Interfacing with the slot marketing system to retrieve customer data. 
The invention's primary benefits are as follows: 
To enhance the overall customer experience by providing better, faster 
service to gaming device customers with a personal touch thereby ensuring 
a more satisfied customer; 
Increase patronage to the slot club as a result of this invention; 
Will enable us to better communicate promotions and services to customers; 
Will be offering a new service not heretofore available; and 
Increase playing time by reducing customers' need to leave gaming area.

DETAILED DESCRIPTION OF THE INVENTION 
The features of this system as described above are provided in our 
preferred embodiment as described below. 
For a further understanding of this invention, refer to FIGS. 1-7 in 
conjunction with flow diagrams FIGS. 8-17 and displays of FIGS. 18-20. 
FIG. 1 is a block diagram of the system of this invention including an 
augmented gaming device including a communication system generally 
designated 10 which includes a basic gaming device 17 of the type already 
available in major casinos. The gaming device 10 of FIGS. 1 and 2 normally 
rests on a base 11 of FIG. 1 and that base houses portions of the system, 
including particularly a computer 12 and a stereo amplifier 13. The normal 
pay table screen of the gaming device 10 is replaced by a display of the 
type shown in FIG. 18 presented on a computer monitor 14. An optional 
video camera 15 directed toward the player's position may be placed at the 
player's station. 
A conventional telephone handset 16 without keys is present at the player's 
station along with a call button 20, microphone 21 and speaker 22 which 
are used by any player with the call button 20 for speakerphone 
communication at the gaming device station 10 when the privacy of the 
handset 16 is not required. A player game card reader 23 and a game card 
display 24 complete the elements of the system at the gaming device 10. 
The card reader 23 and the reader display 24 are coupled by a communication 
link, for example, a fiber optic cable 25 to a slot card information 
system generally designated 26 with its display monitor 30 at a central 
location away from the gaming device 10. The card reader 23 is used to 
read the club member's card to identify the player and at the same time 
has built-in reading capability to transmit the gaming device 
identification (I.D.) over line 25. Date and time information may 
optionally be generated at the gaming device or in the central location 
and added to the player information stored. 
The card reader 23, display 24, fiber optic communication system 25, 
computer 26, and monitor 30 are the basic elements of the slot club player 
tracking system identified above. 
The gaming device 17 is a conventional free standing machine with its 
normal internal fault detection systems which are designed to interrupt 
operation when a fault or an attempt to defeat the machine is detected. 
Added to the gaming device 17 is a diagnostic/fault communications line 
17L to the gaming device computer 12. Typical information arriving on line 
17L ready for transmission to the central station is: 
a. door open; 
b. out of coins; 
c. tilt; 
d. coin jam; or 
e. other failure. 
The system 10 adds machine identification (I.D.) to the player (I.D.) and 
information and machine diagnostics for forwarding from the central 
station to the repair service facility. If a concierge is available and a 
card club member is identified as playing that gaming device, the 
concierge may offer to be of assistance and apologize for any 
interruption. The IGT coin in/out capability of the card reader 23 of FIG. 
1 and as indicated in FIG. 2 as a source for coins in/out and jackpot 
notification may be furnished by any number of gaming device monitoring 
systems as is well known in the gaming industry to meet gaming regulatory 
requirements. The IGT (International Gaming Technology, Reno, Nev.) SMART 
II system or similar type equipment of Casino Data Systems will suffice. 
At present, the IGT system is preferred. 
Monitoring of coin in/out information on each augmented gaming device 
allows concierge contact with any gaming device based upon the current 
data acquired from any augmented gaming devices regardless of card 
insertion or not. This allows the concierge to congratulate a jackpot 
winner or other player who warrants assistance or greeting based upon the 
play data. 
CONCIERGE STATION 
At a central station or other location remote from all augmented gaming 
devices 10, a number of concierge or guest assistance personnel are 
located, each having their own station shown in FIGS. 1 and 4 including a 
computer 41, a monitor 42, a television camera 43 and an operator type 
headset represented here, simply as a telephone handset 44. The television 
camera 43 is located usually on top of the monitor 42 and directed to view 
the concierge C who is seated in front of the monitor 42 in view of the 
camera 43. 
The concierge has an audio/video transmit line 45 which is coupled through 
a distribution system designated generally as 50 and coupled to any of a 
plurality of augmented gaming devices 10, for example, via the transmit 
cable 51. The gaming device 10 may be located anywhere that such a machine 
is desired. The concierge station 40 includes an audio/video receive line 
46 which is likewise coupled through the distribution system to 
audio/video transmit lines 45 from station 10. The system includes a laser 
disc or other video source 31 connected via communication channel 32 
selectively to the audio/video receive line 46 of each station 10. 
The concierge station 40 and the audio/video/data communication channels 
provide the features of audio, video and data communication between the 
augmented gaming device 10, the player on the gaming floor and the 
concierge and data banks at a control station or central location. 
The system also has communication capability via a PBX transfer module 34 
to lead 35 to the casino or hotel PBX system 36. This allows the concierge 
to connect the player's handset 16 to any communication accessible via the 
PBX system 36. An example of such use would be to allow the player to 
contact his room while at the gaming machine 10. Reverse direction video 
communication from the player to the concierge is within the capability of 
the system complying camera 15 of FIG. 1, if it would be desired. 
This system also includes a queuing computer 60 with its monitor 60M which 
is coupled via communication channel 61 to a data transmission cable 
generally designated 62 but accessible at the concierge station via 
channel 63. The queuing server 60 likewise has access to the SQL database 
memory 64 over line 65 which has stored in its memory such information as: 
a. player name; 
b. player address; 
c. player points accumulated; 
d. beverage preference; and 
e. hotel guest status. 
Access to the hotel or casino reservation and general information computer 
designated 78 is available over lead 77 and cabling 62 and 63 to allow the 
player with the coordination and assistance of the concierge to make 
dinner and show reservations, room reservations and any other service 
available to the hotel/casino guest while at the gaming device 10 without 
significant interruption with play. The concierge has the ability to call 
back a player to confirm such events. 
Player information and other data, e.g., event information, are stored in a 
server generally designated 60 which is accessible via lead 61 and the 
concierge station 40 over lead 63. 
Optionally, the queuing server 60 may provide serial data to the slot 
system computer 26 over lead 27. 
Each of the communication components present in the augmented gaming device 
10 of this system are shown in FIG. 2 with the data and function carried 
out on each lead there identified with the line to each of the components 
identified by the component reference numeral followed by the letter L 
designating line. In the case of the telephone 16, the communication line 
is designated 16L and the switch hook line designated 16SHL. 
With the concierge station arrangement 40 of FIG. 4, the concierge C may 
maintain audio/visual communications with a player while accessing data 
from the data network and displaying pertinent data such as show 
information, reservation availability and player data on the concierge 
monitor to better allow the concierge to serve the player's requests. 
FIGS. 20 and 20A are illustrations of two types of multiple field displays 
as may be seen by a concierge C. 
The preferred system of cabling is the ATM/Ethernet network although other 
types of digital networks such as FDDI type may be used. 
ANALOG OUTPUT VIDEO SOURCES 
One source of video signals to be displayed on the player's monitor 14 and 
the concierge's monitor 42 is illustrated in FIG. 5. The laser disc drives 
31 under the control of laser disc controller 38 with its monitor screen 
37 allow the storage of a vast number of screens for display as needed or 
requested by the player. The card club commercial for display for non club 
members who use the handset 16 is a prime example. Previews of casino 
shows or other events are other examples. A number of audio/video 
communication links 70 couple the laser disc output signals to the A/V RF 
network 50 via the cables 71. Any data stored in the laser discs may be 
displayed on any of the augmented gaming devices as determined by the 
queue controller and transmitted via the network data cable 32 to the 
ATM/Ethernet Network 62. 
DIGITAL VIDEO OUTPUT SOURCE 
Other sources of video signals to be displayed on the player's monitor 14 
and the concierge's monitor 42 are illustrated in FIG. 6. The media server 
72 of FIGS. 1 and 6 over lead 73 allows for the storage of a vast number 
of media clips for display as needed or requested by the player. The card 
club commercial for display for non club members who used the handset 16 
is a prime example. Previews of casino shows or other events are other 
examples. These media clips are typically audio, video, and still images 
or a combination thereof. Leads 73 constitute a 155 Mb/s switched backbone 
data path media server 72 with multiple ATM network cards serves to create 
virtual 10 Mb/s tunnels to the augmented gaming devices 10. The media to 
be displayed is determined by the queuing controller 60 with input from 
the concierge. A vast number of media streams may be displayed at once 
through the ATM/Ethernet network 62 to the gaming devices 10. 
The media server 72 is queued from the queue controller 60 and the media 
playback is initiated locally at the server 72. Media server 72 delivers 
electronic media to the gaming devices. This media could be but not 
limited to audio, video, and still images or a combination thereof. All 
media will be near or better broadcast quality, such as MPEG2 video. When 
a definable parameter is met, the queue controller 60 signals the media 
server 72 to stream media to the augmented gaming devices 10. 
PLAYER CARD INTERACTION 
Now refer to FIG. 7 for an explanation of the interaction of the system of 
FIG. 1 when the player introduces his slot card into the card reader 23. 
In one embodiment of this invention, player card identifies the player to 
the Slot Marketing System. The player must be a member of the Slot Club to 
take advantage of the Concierge. Card insertion sends gaming device ID and 
player ID to slot marketing system. As in the past, some data such as a 
greeting by name appears on the reader display 24 after identification of 
the player from the stored data on the player's card. At the same time the 
player identification (I.D.) and machine identification (I.D.) as well as 
coin in/coin out data are transmitted via lead 25 to the slot marketing 
system comprising the computer 26, its monitor 30 and its customer 
database stored in the computer 26 memory or associated memory device 
26AM. Customer I.D., machine I.D. as well as player bonus status and 
actual play as it occurs is transmitted from the slot marketing system 26, 
26AM and 30 to the queuing control and database for transfer and display 
on one of several concierge stations 40 of FIGS. 1 and 4 selected by the 
queuing controller 60. Slot marketing system sends player information back 
to card reader display 24--name and points accumulated. Real time data 
replication from IGT slot marketing system to the queuing controller and 
database. Player's card inserted will determine the player's location in 
the queuing controller 60. This will allow for tracking of the players 
location, initial greeting, promotions, call backs and player rankings. 
Jackpot notification will only include the machine number, from this a 
concierge can call the gaming device and congratulate the player even if 
player identification is not known. This will give a great opportunity to 
enroll other players in the slot club. 
SYSTEM OPERATION 
The operation of the system is described in the flow diagrams, FIGS. 8-17, 
beginning with the normal play of the gaming device by non card club 
players without any use or access to the system. This is illustrated in 
FIG. 8. During such times and during periods of nonplay, the system is 
used for diagnostics in accordance with the sequences shown on FIG. 8. 
Even during such status, the concierge C will become aware of any machine 
malfunction and be able to dispatch appropriate personnel to correct the 
problem. Actual play of the gaming device is normally reported via the ICT 
coin in/coin out data source or via computer 12. This data may be used an 
displayed like other data on an available concierge's screen and she may 
great the player. 
Whenever a card club member inserts a card in the card slot of the reader 
23 of FIGS. 1 and 2, the sequence of FIG. 9 proceeds to identify the 
player and the machine and also enters the player into the queuing system. 
This also triggers a realtime video and audio greeting from a concierge 
assigned by the queuing computer 60 from an available concierge. A typical 
customer conversation routine is disclosed in FIG. 10 whether a result of 
the initial greeting by the concierge C as in FIG. 9 or by the customer 
calling as illustrated in FIG. 11. 
AUDIO/VIDEO OPERATION 
The system is available in two modes of operation: 
1. The one-way video allows customers to view the concierge, but not 
vice-versa. This provides a degree of personal privacy for the customer. 
2. In full duplex audio and video mode of operation, the player and the 
concierge each views the other affording more lifelike direct 
communication. This may facilitate understanding of player's requests and 
provide a favorable customer reaction. 
FIG. 20 illustrates mode 1 operation. 
In FIG. 18, a typical pay table is displayed on the player's monitor 14 of 
FIGS. 1 and 2 during normal play. It is important in the normal play of 
the gaming device 17. 
Whenever a concierge C is in communication with a player, the concierge 
image is superimposed upon a portion of the pay table of FIG. 18. 
Normally, the concierge's image will occupy a percentage of the screen, 
e.g., 20-25%. Such a view is shown in FIG. 19. The image is identifiable 
as a friendly human, ready to be of service to the player, but not 
dominating play. 
Meanwhile, the concierge views their monitor 42 which displays player 
identification and information as well as the concierge's own image. This 
assures the concierge of presenting a favorable impression to the player. 
FIG. 20 shows such a concierge screen with the player's data on the right, 
the player's name and other pertinent information above the concierge's 
image. The nature of the communication is also identified. In FIG. 20, the 
concierge has called the player to give congratulation upon winning a 
jackpot. 
In other types of calls, other information will be displayed. For example, 
if the player calls and requests show information, the concierge using the 
keyboard selects SHOWS and show information is displayed for her to view 
and advise the player. 
In mode 2 operation, the player's image will appear, for example, side by 
side with the concierge's image. 
NON CARD CLUB OPERATION 
On occasion, the call button 20 will be operated or the handset lifted by 
the customer without any club card being inserted in the card reader 23. 
In such case, the routine set forth in FIG. 12 occurs. This action does 
not require concierge action, however, whenever a jackpot is won or coin 
in/coin out data reaches a set level in a period of time, the sequence of 
FIG. 13 proceeds whether a club card has been read or not. This provides 
an opportunity for the concierge to congratulate the identified card 
holder or in the case of a non card holder, to congratulate the 
unidentified player and to invite them to join the card club. FIG. 20 
shows the concierge's C screen at such a time. 
The queuing system operation in simplified form is shown in FIG. 14 and 
typical queuing priorities are identified above. These priorities may be 
changed at any time and they allow the preferred customers to be serviced 
first and any other occurrence such as a jackpot to be recognized 
instantly. Routine diagnostics during nonplay assume a lower priority to 
most other activities. 
SUPERVISORY OPERATION 
On occasion, matters will come up which are beyond the scope or authority 
of the concierge and in such case a supervisor enters the system. This 
function is illustrated in FIG. 15. The supervisor assumes the role of 
concierge upon request of the operational concierge handling the call. 
During other periods the supervisor has access to any selected concierge 
line for quality control purposes. The supervisor can also broadcast a 
media stream to the gaming devices 10 as illustrated in FIG. 17. 
During standby and normal play when the system is not in communication with 
a player, the pay table as illustrated in FIG. 18 is normally displayed on 
monitor 14 of FIGS. 1 and 2. 
A typical view of a concierge at the player's station, gaming device 10 is 
illustrated in FIG. 19. The player will see the concierge C in part of the 
screen along with the pay table or other casino information of the type 
selected by the concierge, e.g., casino events, show times, reservation 
information, or the like. 
QUEUE CONTROLLER 
The operation of the queue controller of FIG. 1 is illustrated in FIG. 16. 
It involves updating the player's record whenever a jackpot is won and 
updating player information to any concierge serving the customer. 
Calls are entered into the queuing order and assigned to different 
concierges in accordance with the highest priority matter taken up first. 
Typical priorities are as follows: 
a. First in; 
b. Player status, i.e., preferred player/standard player; 
c. Longest hold time; 
d. Call back player; 
e. Jackpot; 
f. Greeting when player card in inserted; or 
g. Coin in/coin out standard is met. 
SYSTEM MAJOR FUNCTIONS 
Major functions of our invention are as follows: 
A. The system provides two-way audio and one-way video or two-way 
audio/video communications between the gaming device and the call center 
which is identified as the concierge service. 
B. An interface is established between the slot marketing system equipped 
gaming device 10 and the queue controller 60. The slot marketing system 
includes a player I.D. game card, reader 23, and encoder of the particular 
gaming device into which the card is inserted. Player identification and 
machine identification data is transferred from the slot marketing system 
to the queue controller 60. 
C. Customers who are card club members are instructed by their card 
participating literature and their club card to insert the club card into 
the gaming device reader 23 prior to initiating play on that particular 
machine 10. In sequence: 
1. The gaming device card reader 23 sends a card number and gaming device 
10 number to the slot marketing system 26, 26AM and 30. 
2. The slot marketing system sends the card number and gaming device number 
to the queue controller 60. 
3. The queue controller 60 accesses the slot club database to determine if 
the customer has been greeted within the specific time period, e.g., 2 
hours to 2 days. 
a. The queue controller 60 sends customer information to the call center by 
a queuing system. 
b. An available concierge C receives the information which is displayed on 
their screen and they call the customer with a welcome greeting and 
invitation to use the video system. 
c. The queue controller 60 database is updated to reflect the fact that the 
player is active at this time on this machine and to reflect that the 
customer has received a greeting. 
d. If the concierge does not respond within a preselected time period 
designated "X" seconds, then the customer is removed from the concierge's 
outgoing queue. 
4. The queue controller 60 maintains a list of which customers are at which 
gaming devices. 
If the system is initiated by the customer lifting the handset or pressing 
the call button to initiate a call: 
1. The customer hears a ringing sound similar to a telephone call that is 
being processed; 
2. The call is sent to the queuing system. 
3. A request for customer information is sent to the queue controller 60. 
The interface server cross references who is at which specific gaming 
device and provides information to the queuing system. 
4. If a call is not transferred from the queuing system to a concierge 
station in the preselected time "X", then the following occurs: 
a. An "on hold" message is displayed on the gaming device video screen. 
b. An "on hold" audio message is delivered to the player via the handset or 
speaker. 
c. A video display is presented to the customer while they are on hold. 
This may include a variety of messages. 
d. The call is transferred to the next available concierge. 
e. If no concierge is available during the "X" time period or "X" media 
stream, then the following occurs: 
1. A call is transferred to the concierge's outgoing queue. That is a 
definable priority. 
2. Customer receives a message that they may hang-up and the next available 
concierge will call back. 
3. Customer is removed from concierge's outgoing queue when concierge calls 
customer back. 
4. If the player's club card is removed from the system before the 
concierge calls back, the customer stays in the concierge out-going queue 
for a user-definable time period, but is marked as inactive. When the 
customer inserts their card again, the customer is marked as active if 
still in the out-going queue. This will allow the system to follow the 
customer around the casino and call them back. 
CUSTOMER AND CONCIERGE COMMUNICATIONS 
The customer and concierge will typically have one of the following 
communications: 
1. Service request from the player. The concierge will dispatch the 
appropriate personnel. 
2. Information requested by the player results in the concierge answering 
questions and showing a video, if appropriate. 
3. Repairs or assistance requested by the player. The concierge dispatches 
the appropriate personnel to the player and the machine. 
4. Broadcast messages or videos are displayed to the players' monitors. 
5. The concierge greets player when coin in/coin out data from a particular 
gaming device meets a preset standard. 
6. The concierge congratulates the customer on a jackpot win. 
7. A concierge may transfer a call to another concierge, if desirable. 
Thereafter, the call is terminated and removed from the queue. 
JACKPOT 
When a jackpot is won by the card player, the following occurs: 
A. The customer is placed in the concierge's outgoing queue with a 
designated priority. 
B. The concierge calls the customer to congratulate them on the jackpot. 
This is illustrated in the flow diagram of FIG. 13 and screen displays of 
FIGS. 19, 20 and 20A. 
HANDSET LIFTED WITHOUT CLUB CARD INSERTED 
As illustrated in FIG. 12, if the handset is lifted or the call button 
pushed without the club card inserted, then: 
A. A media stream is displayed inviting the customer to join the slot club. 
If the card is inserted during the media stream, then the media stream 
fades and is replaced either by the concierge or the queuing holding 
system. 
B. The system resumes standby operation with respect to the calling 
machine. 
At any time, the system has the capability to resize the player window 
display for various video sources. For example, a quarter page screen 
image of the concierge may be desired or a full screen may be used for a 
video promotion message. This is programmed into the system and as 
presently planned, not controlled by the concierge. A default image 
appears on the screen when the machine is not being played. The default 
message usually is a pay table for the gaming device. A typical pay table 
is illustrated in FIG. 18. 
We have provided, for the first time, personal communications in 
audio/visual and data between a gaming device player and a host 
representative without interfering with game play. Communications with a 
human who knows the identity, preferences and requests of a customer is 
instantly available by the use of this system. 
In implementing this invention, although other similar devices are 
available on the market, the following components are preferred: 
______________________________________ 
COMPONENT MODEL MANUFACTURER 
______________________________________ 
card reader 23 
CRD-004A International Gaming 
Technology (IGT), 
Reno, NV 
reader display 24 International Gaming 
Technology (IGT), 
Reno, NV 
local computer 12 
video interface 
VIM C-Phone Corporation, 
module Wilmington, NC 
video overlay VTC C-Phone Corporation, 
card Wilmington, NC 
IGT Slot System 26, 30 International Gaming 
Technology (IGT), 
Reno, NV 
queuing computer 60 
Pentium class 
SQL Database 64 
SQL Server Microsoft Corporation, 
Redmond, WA 
media server 72 
Pentium class 
concierge computer 41 
Pentium class 
Dell Computer Corp., 
Austin, TX 
ATM/Ethernet 62 
______________________________________ 
The above described embodiments of the present invention are merely 
descriptive of its principles and are not to be considered limiting. The 
scope of the present invention instead shall be determined from the scope 
of the following claims including their equivalents.