Patent Publication Number: US-2012041884-A1

Title: Method and system for transmitting digital media between remote locations

Description:
CROSS-REFERENCE TO RELATED APPLICATIONS 
     This application is a continuation of application Ser. No. 09/683,885, filed Feb. 27, 2002, which is a continuation-in-part of application Ser. No. 09/547,661, filed Apr. 12, 2000, and also a continuation-in-part of application Ser. No. 09/547,650, filed Apr. 12, 2000, each of which is hereby incorporated by reference in its entirety. 
    
    
     BACKGROUND 
     1. Field of the Invention 
     The present invention relates generally to electronic communication and, more particularly, to a method and system for transmitting digital media between remote locations. 
     2. Background Art 
     Conventionally, an automobile owner having a damaged automobile visits his or her automobile dealer or service center demanding repair and warranty coverage. In many cases, however, the service writer assisting the automobile owner does not have the authority to authorize warranty coverage. Accordingly, the service writer faces the often time-consuming task of contacting the warrantor (i.e., the automobile manufacturer), communicating the customer concern, and awaiting a decision as to whether and how the warrantor will cover the cost of repair. 
     Such manual methods of processing automotive warranty claims are very displeasing to the automobile owner because of the time necessary to contact and discuss the concern with the warrantor. It is not uncommon for the process to take several hours or days. As a result, systems for automating manual warranty claim processing have been developed. Prior art systems have automated the generation and communication of warranty claims, and decisions thereon, using electronic or computer-based communication between a plurality of distributed automobile dealers and a central warranty claim processing center. Prior art systems utilize computer networking and software technology to facilitate and substantially reduce the amount of time associated with generating and processing warranty claims. 
     Having a computer-based warranty claim processing system benefits the automobile owner, the automobile dealer or service center, as well as the automobile manufacturer or warrantor. The automobile owner enjoys the reduced time required to receive a coverage decision. The automobile dealer or service center enjoys a higher consistency in warranty coverage due to the central decision-making architecture often associated with the networked systems. The manufacturer benefits with a centralized and more up-to-date source of information pertaining to customer complaints. Having such information readily available to the automobile manufacturer reduces the time between problem identification at the dealer level and resolution at the manufacturer level. 
     Prior art systems for processing automotive warranty claims often utilize computer software and Internet communication technology to transmit images and text associated with an automotive warranty claim to the warrantor at a central claim processing center. The prior art systems, however, have several drawbacks. 
     First, the prior art systems are principally e-mail based, having software at the sender and recipient computers for automating the generation and presentation of the e-mail in a format that includes both text and graphics. Because these systems are implemented on an e-mail platform, the transmission time is unpredictable, unstable and generally longer than that associated with a dedicated or more private network configuration. 
     Secondly, the prior art systems require that the user (i.e., service writer) manually transfer images of the customer concern from a digital camera device to the computer hosting the warranty claim processing software. This manual process usually involves taking the picture(s) with a digital camera, physically removing a floppy disk or smart card containing the digital image files from the camera, installing the disk into the service writer&#39;s computer, and appending the image files to the warranty claim processing software for transmission to the warranty claim processing center. 
     A third problem associated with the prior art systems involves the manual entry of the vehicle identification number (VIN) pertaining to the customer concern. VINs are often long and confusing combinations of numbers, letters and punctuation. As a result, service writers commonly make mistakes when manually entering VINs into the warranty claim processing software. Such mistakes inevitably lead to, at least, additional confusion and wasted time at the warranty claim processing center and inaccurate accounting. 
     What is needed is a method and system for generating and processing warranty claims that avoid the drawbacks associated with prior art systems. 
     SUMMARY 
     One embodiment of the present invention comprises a method for transmitting digital media between remote computers via a communication network. At least one digital image of an item is captured with a digital camera device. In addition, a barcode identifying the item is captured with a barcode scanning device. Upon establishing operable communication between the digital camera device and a first computer, the at least one digital image of the item is automatically downloaded to the first computer. Similarly, upon establishing operable communication between the barcode scanning device and the first computer, the barcode is automatically downloaded to the first computer. Next, the first computer transmits the at least one digital image and barcode to a second computer via a communication network. 
     Another embodiment of the present invention comprises a system for transmitting digital media between remote computers via a communication network. The system comprises a first computer configured to receive at least one digital image file from a digital camera device wherein the image file is received automatically upon establishing operable communication between the first computer and the digital camera device. The first computer is additionally configured to receive a barcode from a barcode scanning device identifying the at least one digital image file wherein the barcode is received automatically upon establishing operable communication between the first computer device and the barcode scanning device. The first computer is further configured to transmit the at least one digital image and barcode to a second computer via a communication network. 
     Yet another embodiment of the present invention comprises a method and system for processing an automotive warranty claim. In accord with this embodiment, at least one digital image of a vehicle-related customer concern is captured with a digital camera device. Additionally, a barcode identifying the vehicle is scanned with a barcode scanning device. Next, the digital camera device and the barcode scanning device are docked into a portable data acquisition unit containing a first computer. Upon establishing operable communication between the first computer and the digital camera device and barcode scanning device, respectively, the digital images and the barcode are automatically downloaded into the first computer. In addition, dialog is input into the first computer requesting warranty coverage for the vehicle-related customer concern captured by the at least one digital image. Next, a claimset comprising the digital images, barcode and request for warranty coverage is transmitted to a second computer via a communication network. Upon receiving the claimset at the second computer, the claimset is reviewed to decide whether warranty coverage will be provided for the vehicle-related customer concern illustrated by the at least one digital image. Next, the claimset is updated with the decision and transmitted back to the first computer via the communication network. 
    
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
         FIG. 1  illustrates a preferred environment in which a system embodiment of the present invention operates; 
         FIG. 2   a  is a schematic illustration of a portable data acquisition unit (DAU) having a container for housing a digital camera, a scanner and a DAU computer, in accord with the present invention; 
         FIG. 2   b  is a block diagram of the scanner and a digital camera interface, in accord with the present invention; 
         FIG. 3  is a front view of the DAU container having a lid and a base, in accord with the present invention; 
         FIG. 4  is a rear view of the DAU container, in accord with the present invention; 
         FIG. 5  is a side view of the DAU container, in accord with the present invention; 
         FIG. 6  is a perspective view of the interior surfaces of the DAU container, in accord with the present invention; 
         FIG. 7  is a top view of the DAU container with the lid in the open position, and further illustrating the DAU computer positioned within the computer recess portion, in accord with the present invention; 
         FIG. 8  is a perspective view of the DAU computer screen portion shown in a closed position, in accord with the present invention; 
         FIG. 9  is a perspective view of the DAU computer screen portion shown in an open position, in accord with the present invention; 
         FIG. 10  is a top view of the digital camera, shown accord with the present invention; 
         FIG. 11  is a front view of the digital camera and the scanner unit, shown in accord with the present invention; 
         FIG. 12  is a bottom view of the scanner unit, shown in accord with the present invention; 
         FIG. 13  is a rear view of the digital camera and the scanner unit, shown in accord with the present invention; 
         FIG. 14  is a right side view of the digital camera and the scanner unit, in accord with the present invention; 
         FIG. 15  is a left side view of the digital camera and the scanner unit, shown in accord with the present invention; 
         FIG. 16  is a perspective view of an alternative DAU container or docking station for the camera/scanner assembly, in accord with the present invention; 
         FIG. 17  is a perspective view of the alternative DAU container or docking station for the camera/scanner assembly with the camera/scanner assembly shown in a docked position, in accord with the present invention; 
         FIG. 18  is a process flow diagram illustrating a use for the system, in accord with the present invention; 
         FIG. 19   a  is a perspective view of the claim approval request screen which is displayed on the DAU computer, in accord with the present invention; 
         FIG. 19   b  is a perspective view of the claim approval request screen which is displayed on the reviewer computer, in accord with the present invention; 
         FIG. 20   a  is a partial block flow diagram illustrating a first portion of a software application for generating and transmitting service writer claim approval requests in accord with the present invention; 
         FIG. 20   b  is a partial block flow diagram illustrating a second portion of the software application for generating and transmitting service writer claim approval requests in accord with the present invention; 
         FIG. 21   a  is a block flow diagram illustrating a first portion of a software application for receiving, reviewing, and transmitting reviewed claimsets in accord with the present invention; 
         FIG. 21   b  is a block flow diagram illustrating a second portion of the software application for receiving, reviewing, and transmitting reviewed claimsets in accord with the present invention; and 
         FIG. 22  is a block flow diagram illustrating the preferred operation of the service writer&#39;s software application with regard to claimsets that have previously been reviewed and re-transmitted back to the service writer. 
     
    
    
     DETAILED DESCRIPTION 
       FIG. 1  illustrates a system  100  for transmitting digital media in real time between remote locations in accord with the present invention. System  100  comprises at least one portable data acquisition unit (DAU)  102  in operable communication with a central media processing center  104 . Operable communication between the DAUB  102  and the central media processing center  104  is provided by a communication network  106 . Communication network  106  may include but is not limited to a wide area network (WAN) or local area network (LAN), wireless or otherwise, as is well known in the art of computer communication systems. A preferred communication network  106  is Ford Motor Company&#39;s “Fordstar” satellite network. 
     Central processing center  104  comprises at least one server computer  108  configured to send and receive data to and from the DAUB  102  via the communication network  106 . Preferably, a security firewall  110  limits the exposure of the central processing center  104  to external attack. Suitable firewalls include but are not limited to packet filter, circuit gateway, application gateway and trusted gateway. 
     As discussed in more detail infra, server computer  108  is configured to serve at least one client computer  114  via a communication network  112 . 
     DAU  102  is further illustrated schematically in  FIG. 2   a , in accordance with the present invention. DAU  118  includes a container  130  which houses a computer  132 , a digital camera  134  and a scanner  136 . Preferably, the DAU computer  132  is a laptop having suitable computing power in a relatively small package size for being easily received into container  130 . Additionally, DAU computer  132  includes a modem port  138 , a LAN port  140 , a mouse port  142 , a COM  1  serial port  144 , and a printer port  146 . Modem port  138  allows computer  132  to connect to a plain old telephone service (POTS) network for transmitting data via the Internet. Alternatively, LAN port  140  allows DAU computer  132  to connect to a network such as an Ethernet network which is in turn connected to a wide area network such as the Internet via a series of fiber optic cables or satellite links. Mouse port  142  allows a computer mouse to be connected to DAU computer  132  overriding the mouse typically packaged with the DAU computer itself. COM  1  serial port  144  enables additional accessories which require communication with DAU computer  132  to be attached thereto. Printer port  146  allows DAU computer  132  to output data to a printer. 
     Digital camera  134  is, preferably, a Kodak DC 265 available through Kodak Inc. of Rochester, New York. Other digital cameras having the same or similar operational characteristics such as resolution and data output and input ports may also be used. The digital camera  134  and scanner unit  136  will be described in further detail below. 
     DAU container  130  also includes an a.c. power strip  148  which provides electrical power to computer power supply  150  and to camera power supply  152 . Computer power supply  150  is capable of connecting to standard wall outlet power (110-120 volts at 60 Hertz). Further, computer power supply  150  provides suitable operating voltages and electrical current to operate DAU computer  132 . Camera power supply  152  provides electrical power to a battery charging circuit  154 . As with computer power supply  150 , camera power supply  152  is capable of receiving a supply voltage of between 110 to 120 volts at 60 Hertz. Battery charging circuit  154  is in electrical communication with camera power supply  152 , and provides electrical charging energy to rechargeable camera batteries (not shown) housed within the scanner unit  136 . The battery charging circuit  154  is built by conventional means, as well known in the art, and is available through Cell-Con Company of Coatsville, Pa. 
     More specifically, a docking station  158  having a plurality of electrical terminals  164  communicates battery charging energy to scanner unit  136  which, in turn, communicates the battery charging energy to the camera batteries (not shown) housed therein. The batteries are available through Sanyo Corporation of Japan. Of course, other batteries having similar electrical power output characteristics may be used. 
     With continuing reference to  FIG. 2   a , digital camera  134  is further illustrated having a data transmission cable  160  and a power cable  162 , in accordance with the present invention. Data transmission cable  160  communicates digital image information to scanner unit  136  and then through terminals  164  to docking station  158 . The digital image information is then transmitted from docking station  158  through a universal serial bus cable (USB)  166  to a USB port  168  on DAU computer  132 . 
     With reference to  FIG. 2   b , a block diagram of the scanner unit  136  is illustrated, in accord with the present invention. Scanner unit  136  includes a scan engine  180  and a converter circuit  182 . The scan engine  180  may be a typical barcode scanner/reader, such as model number SE-1233HP-I101A, available through Symbol Technologies. Scan engine  180  is in communication with converter circuit  182  and upon scanning a barcode outputs a transistor-transistor logic (TTL) signal thereto. Converter circuit  182 , built by conventional means, translates the TTL signal into an RS-232 format as is well known in the art. An output signal in RS-232 format is then communicated through data transmission cable  160  to the digital camera  134 . Software residing in the camera  134  receives the scanned barcode data and “watermarks” the digital images stored in the camera&#39;s memory. Watermarking the images associates the barcode with the digital image taken. In this way the present invention insures that the object or subject matter of the digital image may be identified. 
     Referring now to  FIGS. 3 through 5 , a preferred embodiment of DAU container  130  is illustrated, in accordance with the present invention.  FIG. 3  is a front perspective view of DAU container  130  having a lid  198  and base  202 . Lid  198  includes a raised portion  200  for accommodating the height of digital camera  134 . Further, lid  198  includes a lock  204  which releasably secures the lid to the base. Base  202  further includes a power indicator light  206  and a charge indicator light  208 . Power indicator light  206  indicates that DAU container  130  is connected to electrical supply power. Charge indicator light  208  indicates that the digital camera  134  is currently charging. 
     Referring now to  FIG. 4 , a rear view of DAU container  130  is illustrated, in accord with the present invention. A pair of hinges  250  are provided for pivotably securing lid  198  to external base  202 . On a rear panel  252  of base  202  there is provided an external modem port  138 ′, a LAN port  140 ′, an external mouse port  142 ′, an external printer port  146 ′, and an external power cable  147 ′. 
       FIG. 5  illustrates a side view of container  130 , in accord with the present invention. Lid  198  is shown in a closed position with respect to the base  202 . 
     Referring now to  FIG. 6 , the interior surfaces of DAU container  130  are illustrated, in accordance with the present invention. Base  202  has a top surface  300  which includes a computer recessed portion  302  and a digital camera recessed portion  304 . Computer recessed portion  302  is generally sized and shaped to receive service computer  132 . Computer recessed portion  302  further includes a plurality of apertures for receiving data cables to connect to service computer  132  disposed therein. A parallel printer cable  30  connects printer port  146  to the external printer port  146 ′ on the back panel of base  202 . A LAN cable  319  connects the LAN port  140  to the external LAN port  140 ′ on the rear panel of base  202 . A COM  1  cable  310  connects the COM  1  port  144  to the external COM  1  port  144 ′ on the rear panel of base  202 . A computer mouse cable  312  connects the mouse port  142  on computer  132  to the external mouse port  142 ′ on base  202 . USB cable  166  is in communication with USB port  168  on computer  132  at one end, and to four terminals of terminals  164 . Terminals  164  contact conductive surfaces disposed on a bottom surface of scanner unit  136 , as will be illustrated in subsequent figures. 
     Referring now to  FIG. 7 , a top view of DAU container  130  is illustrated with lid  198  in an open position, and further illustrating service computer  132  positioned within computer recess portion  302 . As will be further illustrated hereinafter digital camera recessed portion  304  is sized and has a shape which matches the digital camera  134  and scanner unit  136  assembly allowing the assembly to be seated therein. Digital camera recessed portion  304  further includes a pair of guide pins  322  which are received in a pair of apertures (shown in  FIG. 12 ) disposed in the bottom surface of scanner unit  136 . Guide pins  322  operate to position the bottom surface and the conductive contacts (shown in  FIG. 12 ) disposed thereon onto terminals  164 . When digital camera  134  and scanner unit  136  are positioned onto terminals  164  digital image data may be transferred from digital camera  134  to the computer  132 . Additionally, when digital camera  134  and scanner unit  136  are positioned within the digital camera recessed portion  304  three terminals of terminals  164  provide charging energy to the rechargeable batteries disposed within scanner unit  136 . 
     Referring now to  FIGS. 8 and 9 , computer  132 , digital camera  134  and scanner unit  136  are shown positioned within container  130 . As illustrated in  FIG. 8 , computer screen portion  340  is shown in a closed position. In this position, lid  198  may be closed and secured to base  202  using lock  204 . 
       FIG. 9  illustrates screen  340  in an open position, in accordance with the present invention. In this position, the computer  132  may be powered on placing the system in a fully operational mode. 
     Referring now to  FIGS. 10-15 , a more detailed view of digital camera  134  with scanner unit  136  mounted thereto is illustrated, in accord with the present invention. A top view of digital camera  134  is shown in  FIG. 10 . On the top surface of digital camera  134 , there is disposed a power button  350  for energizing digital camera  134 . Further, an image capture button  352  is also disposed on the top surface of digital camera  134  for acquiring images through camera lens  354 . Select button  355  and scroll button  356  are used to actuate and select various camera functions for operating camera  134 . The top surface of digital camera  134  further includes a liquid crystal display  358  which communicates camera operation parameters to the camera user. 
     Referring now to  FIG. 11 , a front view of digital camera  134  and scanner unit  136  is illustrated, in accord with the present invention. A front surface of digital camera  134  includes a flash  360  for illuminating the subject matter to be photographed. A view finder lens  362  allows the camera user to position the digital camera to compose the appropriate view of the subject matter to be photographed. Scanner unit  136  includes a scanner engine which is capable of decoding a typical barcode disposed on the subject matter to be photographed for identifying same. 
     Referring now to  FIG. 12 , a bottom view of the scanner unit  136  is illustrated, in accord with the present invention. A pair of apertures  374  are disposed on the bottom surface of scanner unit  136  for receiving guide pins  322  projecting up from digital camera recess portion  304 . Guide pins  322  and associated apertures  374  ensure that digital camera  134  and scanner unit  136  are properly positioned within the digital camera recess portion  304  so that contacts  372  are positioned onto and contact terminals  164 . 
     Referring now to  FIGS. 13-15 , the rear and side views of digital camera  134  and scanner unit  136  are illustrated, in accord with the present invention. Referring to  FIG. 13 , a view finder screen  380  is disposed on a rear surface of digital camera  134  for locating and directing the digital camera toward the subject matter to be photographed. Alternatively, a viewing lens  382  may be used to direct the camera. A plurality of user keys  384  are also disposed on the rear surface of camera  134  for selecting various camera functions. A multifunction button  386  further provides selection of camera operating modes. 
     Digital camera  134  is further provided with an internal microphone  387  for capturing sounds. Of course, an external microphone configured to communicate with camera  134  may also be used. Thus, the present invention allows digital information such as digital image data and digital sound data to be stored and as discussed in more detail infra, automatically transmitted to the computer  168  shown schematically in  FIG. 2   a.    
     Screw  388  secures the scanner unit  136  to a bottom surface of camera  134 . Power indicator  390  is disposed on a rear surface of scanner unit  136  and indicates whether power is being provided to the scanner unit. Charge indicator  392  also disposed on the rear surface indicates whether the camera is being charged. Finally, charge level indicator  394  indicates whether camera  134  is fully charged. 
     An alternative embodiment for DAU container  130  and docking station  158  is illustrated in  FIGS. 16 and 17 , in accordance with the present invention. Stand-alone docking station  399  is configured to hold the camera  134  and scanner unit  136  assembly. As described above with respect to terminals  164 , a similar set of terminals  164 ′ are disposed within recess portion  304 ′. Terminals  164 ′ are in communication with data communication cable  166 ′ which is a universal serial bus (USB) cable. The USB cable communicates data from the camera  134  to the service computer  132 . A pair of guide posts  322 ′ are also disposed within recess portion  304 ′ to guide the scanner unit  136  onto terminals  164 ′. In all other respects the stand-alone docking station  399  functions in a similar manner as container  130  and docking station  158  described above. 
     Referring now to  FIG. 18 , a method for using system  100  is illustrated, in accord with the present invention. Although the method described below is directed toward transmitting digital media (i.e., pictures, text, sound, etc.) associated with the processing of an automobile manufacturer warranty claim, it will be appreciated that system  100  can be used to transmit digital media for a plurality of commercial and non-commercial purposes. With respect to the application of the present invention to warranty claim processing in the automotive industry, the claim processing method is initiated by a vehicle owner entering a vehicle dealership, and describing a concern to a dealership employee or service writer, as represented by block  400 . At block  402 , the service writer reviews the customer&#39;s concern to determine what action is required. If the service writer determines that no further action is required, the process ends, as represented by blocks  404  and  406 . However, if the service writer believes further action is warranted, the process moves forward, as represented by block  404 . 
     With continuing reference to  FIG. 18 , after the service writer determines that the customer&#39;s concern requires further action, the service writer operates the portable data acquisition unit  102  described in  FIG. 1 . The service writer positively identifies the vehicle by first scanning in the vehicle identification number (VIN) with barcode scanner  136 , as represented by block  407 . The VIN is stored in the camera&#39;s memory. At block  408 , digital images are taken of the customer&#39;s vehicle with digital camera  134 . The images are stored in the camera&#39;s memory. Preferably, for identification purposes, at least three digital images of the customer&#39;s vehicle are captured. At least one of these images is of the vehicle odometer reading. Another digital image is a rear three-quarter view perspective of the customer&#39;s vehicle including the vehicle license plate. Finally, at least one image is taken of the actual vehicle problem which is the subject matter of the warranty claim. At block  409 , the camera  134  automatically watermarks the stored images with the VIN to ensure that the images are associated with the proper vehicle. After the service writer has captured the digital images set forth above, the service writer operates the laptop computer  132  to generate a claim approval request form or “claimset.” A detailed description of the claim approval request form and its generation is described in greater detail infra. Once the claim approval request form has been generated, as represented by block  410  the digital images and the request form are transmitted to the central warranty claim processing center ( FIG. 1 , block  104 ), as represented by block  412 . At block  414 , a remote claim reviewer at a client computer  114  receives the claim approval request form and opens the request for review as represented by block  416 . 
     Upon opening the claim approval request form for review, the claim reviewer first must determine whether the claim approval request is complete, as represented by block  418 . If the claim approval request is not complete or is unclear, the claim reviewer returns the claim approval request to the service writer, and requests the missing information, as represented by block  419 . If the claim approval request is complete, the claim reviewer determines whether the repair action suggested by the service writer is correct, as represented by block  420 . If the action requested by the service writer is not correct the claim reviewer responds to the service writer by rejecting the requested repair, as represented by block  421 . If the claim reviewer believes that the repair action is correct, the claim reviewer determines whether the item is covered under the vehicle warranty, as represented by block  422 . If the claim reviewer determines that the repair is covered under the vehicle warranty, a warranty approval code is obtained, as represented by block  422 . At block  424 , the reviewer selects the digital images which best depict the subject matter of the repair. At block  425 , the claim approval request is submitted to obtain the required funds to make the corrective action. However, if the repair is not covered by the vehicle warranty, the repair is rejected and the service writer is notified accordingly, as represented by block  422  and  425 . The images and claim file are then stored in a data warehouse  116  where they can be retrieved by participants in the automotive value chain including, but not limited to, design, quality and product engineers, assembly plants, carriers, and suppliers in dispersed locations, as represented by block  426 . The process is now complete, as represented by block  428 . 
     In a preferred embodiment of the present invention, system  100  is accessible by an automotive engineering community responsible for designing the company&#39;s products. System  100 , for example, is connected to a data warehouse  116  (shown in  FIG. 1 ). Data warehouse  116  is accessed by the automotive engineering community to determine whether a corrective action such as a product redesign is needed. The engineering community views the digital images attached to the claim approval request files and is able to quickly determine what the problem is and generate a fix. The present invention contemplates that other company divisions can be immediately notified of product-related concerns, and a corrective action can be initiated. For example, the company&#39;s product factories can be notified and take suitable action to reduce or eliminate customer concerns. The present invention significantly reduces the amount of time to obtain product feedback and thus allows corrective actions to take place much sooner, which ultimately reduces warranty costs and increases customer satisfaction. 
       FIG. 19   a  illustrates a graphical user interface (GUI)  500  displayed on the DAU computer  132  shown in  FIG. 1 . Notably, certain aspects of the GUI  500  (and the underlying software program) pertain uniquely to the application of the present invention to warranty claim processing in the automotive industry. It is appreciated, however, that GUI  500  (and the underlying software program) may be modified or adapted to best facilitate the transmission of digital media in a plurality of different commercial and non-commercial applications. 
     With respect to the application of the present invention to warranty claim processing in the automotive industry, the claim approval request GUI  500  includes a claim request information portion  502  which provides information regarding the claim such as: a claimset ID number so that the claim can be tracked, the automobile dealership name where the claim is being originated, a P&amp;A code, the service writer&#39;s name, the reviewer&#39;s name (if the claim has previously been reviewed), the date and time the claim approval request was created, the status of the request, an RO number (a dealer claim tracking number), the vehicle identification number, and the make, model, and model year of the vehicle. Additionally, a field is provided to enter an odometer reading. 
     With continuing reference to  FIG. 19   a , the claim approval request GUI  500  is further illustrated having a status portion  504 . Status portion  504  includes a repair line field, claim status field, ACES (claim approval) code field, a symptom code field, an indication as to whether the customer or service writer is waiting, whether the necessary repair parts are on hand, and whether paint is required. A description or dialog field is also provided to allow the service writer to manually input details regarding the claim for submission to the claim reviewer. 
     The claim approval request GUI  500  further includes a dialog portion  506  where the service writer can carry on a dialog in real time with the remote claim reviewer. 
     The claim approval request GUI  500  also includes a thumbnail image display area  508  for displaying the digital images captured by the service writer. Preferably, all of the pictures are displayed in thumbnail size. An image viewing portion  510  provides a space where the digital images can be enlarged allowing closer scrutiny and annotation of the images. 
     Other indicators and functions are presented on the claim approval request GUI  500 , in accordance with the present invention. For example, the claim approval request screen includes a “Camera Docked” indicator  512  which indicates whether the digital camera is positioned in the digital camera recess portion  304 . A series of action buttons are provided for manipulation by the service writer. The action buttons include a “Send Claimset” button  514  for transmitting a completed claim approval request including VIN and digital images to the remote reviewer in real time, a “Received Claimset” indicator  516 , a “Next” button  518 , and a “Reset” button  520 . A “wizard” window  521  is positioned on the upper-right hand side of the claim request approval GUI  500  (and the claim reviewer GUI  700  discussed infra). 
     Wizard window  521  provides a user of system  100  with step-by-step instructions on how to complete the claim submission (and review) process including error notification. Once one step has been completed, the user selects the “Next” action button  518  causing the wizard window  521  to update with instructions for the next step in the claim submission/approval process. In addition, wizard window  521  provides “out-of-step” or “skipped-step” warnings with associated instructions. A user who is out of step or who has skipped a required step is provided with the option of going back to correct the mistake. 
     Referring now to  FIG. 19   b , a claim reviewer GUI  700  is shown, in accordance with the present invention. Claim reviewer GUI  700  has a nearly identical appearance as the claim approval request GUI  500 . The major difference associated with the claim review GUI  700  is that the claim reviewer has access to certain fields that the service writer does not. For example, only the claim reviewer may make an entry in the claim status field and the ACES claim approval code field. 
       FIGS. 20   a  and  20   b  are collectively a block flow diagram illustrating the preferred operation of the software application programmed to generate and transmit the service writer claim approval requests described supra in  FIG. 18   a  (the “service writer software”). Notably, certain aspects of the service writer software herein described (and the reviewer software described infra) pertain uniquely to the application of the present invention to warranty claim processing in the automotive industry. It is appreciated, however, that the service writer software (and reviewer software described infra) may be modified or adapted to best facilitate the transmission of digital media in a plurality of different commercial and non-commercial applications. 
     As represented by block  750 , the service writer establishes communication with server  108  and starts the service writer software illustrated in  FIG. 18   a.    
     As represented by block  752 , the software automatically retrieves a set of predefined dealer information from the hard drive  754  of the computer  132  contained within the data acquisition unit  102 . Dealer information includes, but is not limited to, a dealership ID code, the name of the dealership, and a listing of predefined users (i.e., service writers) authorized to request claim approvals via the present invention. 
     As described in block  756 , the software next generates a service writer GUI  601  such as that illustrated and described in  FIG. 19   a . Notably, the service writer GUI automatically contains the previously retrieved dealer ID, dealer name, and list of authorized users. 
     Next, the software receives user input via the GUI selecting the current user (service writer) from the predefined list of authorized service writers as represented by input  758 . As represented by block  760 , the software automatically queries the server  108  and data warehouse  116  for any previously submitted claimsets that are awaiting the user&#39;s receipt and review. Service writer receipt and review of previously submitted claimsets is discussed in greater detail in  FIG. 22  infra. 
     As represented by inputs  762  and  764 , the software receives user input containing an RO number (i.e., a dealer claimset tracking number) and a vehicle odometer reading. 
     As represented by block  766 , the software automatically establishes operable communication with the camera/scaner unit (illustrated and described supra) in response to the service writer appropriately docking the camera/scanner unit within the portable data acquisition unit  102 . Once communication is established, the software automatically retrieves any media (i.e., pictures, VIN, sounds, etc.) that have been previously captured by the service writer and stored within the camera/scanner memory  770 , as represented by block  768 . 
     After the media has been retrieved, the service writer GUI is automatically updated, as represented by block  772 , to contain thumbnails of any images, the VIN in the appropriate field, and selections for any sound files. 
     Next, the software receives user input  774  selecting (and thereby identifying) the odometer thumbnail that is preferably required, user input  776  selecting (and thereby identifying) the perspective view thumbnail that is preferably required, user input  778  defining the current line item number, user input  780  selecting (and thereby identifying) the thumbnail(s) for the current line item and user input  780  creating a real-time dialog with a reviewer at a client computer  114  in the central claim processing center  104 . 
     In the event the software receives user input  786  indicating that a new line item must be added to the current claimset, the software is configured to receive additional inputs  778 ,  780  and  782 . 
     In the event the software receives user input  788  indicating that the current claimset is complete, the software transmits the claimset to the server  108  at the central warranty claim processing center  104  as represented by block  790 . 
       FIGS. 21   a  and  21   b  are collectively a block flow diagram illustrating the preferred operation of the software application programmed to receive and transmit claimsets for review (the “reviewer software”) at the central claim processing center  104  in accordance with the present invention. 
     As represented by block  800 , the preferred operation of the reviewer software begins with a reviewer establishing a communication with server  108  and starting the reviewer software. 
     As represented by block  802 , the reviewer software receives user input or automatically retrieves a predefined data set containing reviewer information (i.e., reviewer ID code and name, etc.). 
     As represented by block  806 , the reviewer software next generates a reviewer GUI such as that illustrated and described in  FIG. 19   b.    
     Assuming that a claimset submitted by a service writer is currently awaiting real-time review, the reviewer software receives user input  808  requesting that the reviewer GUI be updated to contain the pending claimset. In response to the input  808 , the software retrieves the pending claimset and updates the reviewer GUI to include the general claim information (i.e., Claimset ID#, Dealership, Submitter, etc.), images, sounds and dialog as represented by block  810 . 
     Once a pending claimset has been opened, the reviewer software receives user input  812  selecting a claimset line item (in the event a claimset contains more than one line item, as discussed supra). For the selected line item, the reviewer software is configured to provide three courses of action: an approval for payment of the warranty claim, a request for clarification of the warranty claim, and a denial of payment for the warranty claim. 
     To facilitate the approval of a warranty claim line item, the reviewer software is configured to receive user input  814  selecting an “Approval” claim status, input  816  specifying an approval code, input  818  containing reviewer dialog associated with the approval and input  820  requesting that the approved claimset be transmitted in real-time back to the portable data acquisition unit  102  operated by the originating service writer. 
     To facilitate a reviewer&#39;s request for clarification of a warranty claim line item, the reviewer software is configured to receive user input  828  selecting a “Clarify” claim status, input  830  containing reviewer dialog associated with the unclear claimset, input  832  annotating the unclear images if necessary to facilitate clarification, and input  834  requesting that the reviewed claimset be transmitted in real time back to portable data acquisition unit  104  operated by the originating service writer. 
     To facilitate the denial of a warranty claim line item, the reviewer software is configured to receive user input  822  selecting a “Denied” claim status, receive input  824  containing reviewer dialog associated with the denied claim, and input  826  requesting that the reviewed claimset be transmitted in real time back to the portable data acquisition unit  104  operated by the originating service writer. 
     In response to input  820 ,  834  or  826 , the reviewer software operably transmits the reviewed claimset back to the portable data acquisition unit  104  operated by the originating service writer, as represented by block  836 . 
     In accord with a preferred embodiment of the present invention, the reviewer software is configured to archive reviewed claimsets that have not been received and opened by their originating service writer within an open claim archive  844  in the data warehouse  116  as represented by block  842 . Similarly, the software is configured to archive claimsets that have been received and opened by their originating service writer within a closed claim archive  840  in the data warehouse  116  as represented by block  838 . 
     Preferably, a GUI is provided (not shown) allowing a user to browse the archive of open and unopened claimsets. It is additionally preferred that the GUI provide functionality to arrange archived claimsets based on claimset criteria including but not limited to: service writer/author, reviewer, origination location, date and time lapsed since the claimset was last transmitted. 
       FIG. 22  is a block flow diagram illustrating the preferred operation of the service writer&#39;s software application with regard to claimsets that have previously been reviewed and re-transmitted back to the service writer. Continuing from block  760  in  FIG. 20 , the software is configured to receive user input  860  requesting that the GUI be updated to include a previously reviewed but an unopened claimset. In response to the request, the software updates the GUI to present a sending claimset to the service writer, as represented by block  862 . If the claimset comprises more than one line item, the software is configured to receive input  864  selecting or specifying a particular line item. Next, the GUI presents the review of the selected line item including the states, approval code (if any), and associated dialog, as represented by block  865 . If the status is “Approved” or “Denied”, the warranty claim approval process is complete. 
     If clarification is requested and new images are required, the service writer software follows the operation and function illustrated and described supra beginning with block  766  in  FIG. 20 . 
     Referring again to  FIG. 1 , where application of the present invention involves a high volume of media transmissions between the data acquisition units  102  and the central media processing center  104 , the server  108  is additionally configured to route incoming and outgoing media in a strategic manner. One strategic routing function comprises a priority-based distribution of transmitted media to client computers  114 . In accord with the warranty claim processing example, a warranty claim in which the customer (i.e. vehicle owner) is presently awaiting approval or denial will take priority over a previously submitted claim in which no customer is currently waiting. 
     Another strategic routing function distributes incoming media to client computers  114  based upon algorithms which may be adjusted to suit prevailing conditions. In accord with the warranty claim processing example, any claims previously routed to a client computer  114  that are not opened within one minute (adjustable) are automatically rerouted to another client computer  114 . 
     Another strategic routing function of particular use to the warranty claim processing example maintains service writer-reviewer continuity throughout the entire claim submission/review process. For example, if a reviewer requests clarification for a particular claimset, that request is received by the originating service writer. Similarly, if a service writer submits a clarified claimset, that claimset is received by the original reviewer. 
     Another strategic routing function discriminates media transmitted from the data acquisition units  102  to client computers  114  based on the spoken language of the media (if any). In accord with the warranty claim processing example, a claim submitted by a French speaking service writer will be routed to a French speaking reviewer. 
     While the best mode for carrying out the invention has been described in detail, those familiar with the art to which this invention relates will recognize various alternative designs and embodiments for practicing the invention as defined by the following claims.