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WO1997039565A1 - Systeme de demande de prestations de services via un terminal a lecteur de carte - Google Patents

Systeme de demande de prestations de services via un terminal a lecteur de carte Download PDF

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Publication number
WO1997039565A1
WO1997039565A1 PCT/US1997/005612 US9705612W WO9739565A1 WO 1997039565 A1 WO1997039565 A1 WO 1997039565A1 US 9705612 W US9705612 W US 9705612W WO 9739565 A1 WO9739565 A1 WO 9739565A1
Authority
WO
WIPO (PCT)
Prior art keywords
card
requester
contact
card number
call center
Prior art date
Application number
PCT/US1997/005612
Other languages
English (en)
Inventor
Maks Rozetti
Original Assignee
Maks Rozetti
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Priority claimed from US08/683,483 external-priority patent/US5745554A/en
Application filed by Maks Rozetti filed Critical Maks Rozetti
Priority to AU24398/97A priority Critical patent/AU2439897A/en
Publication of WO1997039565A1 publication Critical patent/WO1997039565A1/fr

Links

Classifications

    • G—PHYSICS
    • G07—CHECKING-DEVICES
    • G07F—COIN-FREED OR LIKE APPARATUS
    • G07F7/00—Mechanisms actuated by objects other than coins to free or to actuate vending, hiring, coin or paper currency dispensing or refunding apparatus
    • G07F7/08—Mechanisms actuated by objects other than coins to free or to actuate vending, hiring, coin or paper currency dispensing or refunding apparatus by coded identity card or credit card or other personal identification means
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q20/00—Payment architectures, schemes or protocols
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q20/00—Payment architectures, schemes or protocols
    • G06Q20/08—Payment architectures
    • G06Q20/12—Payment architectures specially adapted for electronic shopping systems
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q20/00—Payment architectures, schemes or protocols
    • G06Q20/38—Payment protocols; Details thereof
    • G06Q20/40—Authorisation, e.g. identification of payer or payee, verification of customer or shop credentials; Review and approval of payers, e.g. check credit lines or negative lists
    • G06Q20/401—Transaction verification
    • G06Q20/4014—Identity check for transactions
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q20/00—Payment architectures, schemes or protocols
    • G06Q20/38—Payment protocols; Details thereof
    • G06Q20/40—Authorisation, e.g. identification of payer or payee, verification of customer or shop credentials; Review and approval of payers, e.g. check credit lines or negative lists
    • G06Q20/403—Solvency checks
    • G06Q20/4037—Remote solvency checks
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q20/00—Payment architectures, schemes or protocols
    • G06Q20/38—Payment protocols; Details thereof
    • G06Q20/42—Confirmation, e.g. check or permission by the legal debtor of payment
    • G06Q20/425—Confirmation, e.g. check or permission by the legal debtor of payment using two different networks, one for transaction and one for security confirmation
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing

Definitions

  • the present invention relates to systems for remotely requesting services, and more particularly to systems in which customers use card reading terminals to remotely request services from a selected service provider.
  • Cards are carried by many people around the world. They are used for purchasing services and products. They can also be used to obtain cash when checks are not accepted (e.g., when traveling overseas).
  • a credit card is associated with a credit card number.
  • the credit card number is used to identify the correct account to record the transaction.
  • POS point-of-sale
  • This data (which includes the credit card number) is electronically transmitted to computer systems maintained by banks and credit card companies. These computer systems, in combination, contain the full records of all the credit card numbers. The status ofthe appropriate accounts can be determined quickly. The transaction can often be authorized in less than a minute. Thus, the customer can obtain desired products and services immediately. As a result, it is very convenient for customers and merchants to use credit cards to handle a transaction.
  • the present invention provides a method for a service provider to contact a merchant or a customer.
  • the mode of contacting could be via a telephone, a pager, fax, electronic mail, or other communication tools used by the customer or merchant.
  • a merchant or a customer can request a service provider to contact the requester for the purpose of initiating complex transactions (e.g., airplane and hotel reservation). These transactions generally require interaction between the customer and an agent ofthe service provider. They cannot be handled by simply reading a credit card using a POS terminal and requesting authorization ofthe transaction.
  • the present embodiment involves assigning a special card number (e.g., credit card number, debit card number and ATM card number) to a requester.
  • the card number has a set of digits referencing a call center of a service provider.
  • the facility notifies the call center ofthis card number and contact number.
  • the call center obtains information related to this card number (e.g., name and address ofthe holder) and assigns an agent to contact the requester using the contact number.
  • the agent can reach the customer and/or merchant and handle complex transactions.
  • the call center can use an automatic outbound calling device to contact the requester automatically, e.g., to deliver a prerecorded announcement.
  • a special card number is issued to the requester.
  • the card number has a set of digits referencing a call center of a service provider. This card number is magnetically recorded on a regular card.
  • a card reading device such as a POS terminal and an ATM terminal
  • the contact number e.g., a telephone preferably located adjacent to the card reading device
  • the card reading device transmits the card number and the contact number to a card communication network, which in turn sends the data to the call center.
  • the call center can obtain information about the requester based on the card number.
  • the call center then assigns an appropriate agent (e.g., based on language skill) to contact the requester. If the needs ofthe requester cannot be handled by this agent, this agent can transfer the contact to another appropriate agent. Alternatively, the call center can use an automatic outbound calling device to contact the requester.
  • an appropriate agent e.g., based on language skill
  • FIG. 1 is a schematic diagram of a remote service requesting system of the present invention.
  • Fig. 2 is a block diagram of a call center ofthe present invention.
  • the present invention comprises a novel system for requesting services using point of sale terminals and related methods.
  • the following description is presented to enable any person skilled in the art to make and use the invention. Description of specific applications is provided only as examples. Various modifications to the preferred embodiments will be readily apparent to those skilled in the art, and the general principles defined herein may be applied to other embodiments and applications without departing from the spirit and scope ofthe invention. Thus, the present invention is not intended to be limited to the embodiments shown, but is to be accorded the widest scope consistent with the principles and features disclosed herein.
  • the disclosure below illustrates one example ofthe present invention.
  • the "customer” and “merchant” used in this disclosure are examples of parties who are interested in using the present method and system to request services from a service provider.
  • the specific communication tools, e.g., telephone and fax, are examples of devices used to contact these parties. It should be noted that the present invention is not limited to these parties and tools. Further, variations ofthis example can be easily implemented.
  • Fig. 1 is a schematic diagram of a remote service requesting system 100 ofthe present invention.
  • System 100 comprises a plurality of card reading terminals, such as terminals 104 and 106, that are connected to an acquired bank 1 10. These terminals could be POS terminals or ATM terminals. The connection could be through a public-switched telephone network (PSTN) or a dedicated line.
  • PSTN public-switched telephone network
  • the card reading terminals are typically located in the facility of various retail merchants or banks. Adjacent to terminals 104 and 106 are telephones 105 and 107, respectively.
  • the terminals can read cards that are capable of storing digital data thereon (e.g., credit cards, debit cards, ATM cards and smart cards). The data is then sent to acquired bank 110.
  • Fig. 1 only one acquirer bank is shown. In a preferred implementation ofthe present invention, a large number of acquired banks are included in the system, and each acquired bank is connected to a large number of terminals.
  • a string of numerals are recorded (typically magnetically) on credit cards read by the terminals.
  • An exemplary numeral string is shown below:
  • each "A”, "X” and “B” represents a digit selected from the numbers “0” to “9".
  • the first six digits represent the bank identification number ("BIN") or issuer member descriptor ("IMD") ofthe bank that issues the credit card.
  • the first digit i.e., "A” further identifies a credit card administration company (e.g., VISA, American Express, or MasterCard) associated with that bank.
  • the rest ofthe digits (represented by the symbol "X”) is a card serial number. In one embodiment ofthe credit card protocol, the serial number contains approximately 10 digits. The interpretation of these digits are determined by the bank that issues the card. It should be note that the present invention works regardless ofthe way the symbols "A”, “B” and “X” are represented (e.g., they may have different lengths and positioned at different locations).
  • BIN/IMDs such as "000000” or "999999" are reserved to designate various service provider call centers (only one call center 130 is shown in Fig. 1).
  • Examples of services provided by such call centers are travel assistance (such as airplane and hotel reservation), ordering of products not available at the local merchant, and merchant assistance and support. The details of accessing these call centers using the reserved BIN/IMDs will be described below.
  • a customer uses his/her card to initiate a transaction (e.g., to purchase a product or service from a merchant)
  • the merchant scans the card using its card reading terminal, such as terminal 104.
  • the merchant manually enters a monetary value ofthe transaction and other information, if needed, to card reading terminal 104.
  • Terminal 104 then sends the complete set of data to acquired bank 110 using a previously agreed-upon protocol.
  • This data protocol typically contains fields for holding the following information: (i) an identification number ofthe merchant which uses the terminal, (ii) an identification number ofthis particular terminal, (iii) the card number ofthe card read by this terminal, (iii) a code designating the merchant type, (iv) the dollar amount ofthe transaction, (v) a code designating the type of transaction, and (vi) other data.
  • a contact number refers to any number for identifying a requester. It could be a telephone, a fax number, or a pre-arranged code assigned to the requester. This contact number can be stored in the field designated for storing the dollar amount ofthe transaction. As a result, there is no need to change the above described protocol between the card reading terminals and the connected banks.
  • the above described protocol can be modified to add a new field specifically used to store this contact number.
  • Acquired bank 110 is further connected to a plurality of credit card administration companies, such as VISA, MasterCard and American Express. In Fig. 1 , these companies are shown as reference numerals 1 16, 1 17 and 118 Acquired bank 1 10 contains a processor 1 14 which can performs the following operations:
  • processor 1 14 directs the data to an account settlement processor (not shown) of acquired bank 110.
  • the card is issued by acquired bank 110.
  • acquired bank 110 contains all the bank records ofthis card.
  • acquired bank 110 can authorize or deny this transaction by reviewing the financial record thereat. Consequently, there is no need to send the transaction data to any card administration company.
  • the BIN/IMD on a card is different from the BIN/IMD of acquired bank 110, the financial record ofthis card is located in another bank.
  • Processor 114 determines the identity ofthe card administration company from the first digit (i.e., the above described symbol "A") ofthe card's number. Processor 114 then sends the transaction data received from terminal 104 to the appropriate card administration company, which in turn sends the transaction data to the bank having a BIN/IMD which matches the BIN/IMD encoded on the card. Processor 1 14 may have to format the transaction data received from the card reading terminals into a protocol acceptable by the card administration company. Upon receiving the data from acquired bank 1 10, the card administration company, such as company 118, determines the bank which issues the card (such as issuing bank 122) by using the BIN/IMD number encoded on the card. The issuing bank is the bank which typically keeps the financial record ofthe card.
  • company 1 18 sends the data to issuing bank 122 for authorizing the transaction. It this sense, company 118 functions as a switch for routing data to appropriate banks. Issuing bank 122 reviews the financial record for the card which originates the data to determine whether the transaction should be authorized. Issuing bank 122 notifies card administration company 1 18 about its decision, which in turn sends the notification to terminal 104.
  • the acquired bank and the issuing bank may delegate third parties (e.g., a large data processing center) to handle the above described computer processing instead of handling it in-house.
  • card administration company 118 sends the transaction data to the designated call center.
  • the transaction data contains the contact number ofthe requester, e.g., the telephone number of telephone 105 adjacent to terminal 104.
  • An agent in call center 130 can initiate a call to telephone 105 using the telephone number embedded in the data sent by terminal 104.
  • an automatic outbound calling device in call center 130 can initiate the call.
  • the customer or merchant can be contacted directly.
  • a credit card company may wish to talk to a customer who has just initiated a transaction (e.g., to inform an out-of-town customer of unusual activities related to his credit card account).
  • the merchant has to tell the customer to contact the credit card company. The customer then looks for a telephone and place a phone call. This method incurs considerable expenses and delay.
  • the present invention can be used to provide a better solution.
  • the merchant can substitute a reserved BIN/IMD for the original BIN/IMD in the customer's credit card and enter the contact number, e.g., the telephone number of telephone 105.
  • An agent ofthe credit card company can immediately call and talk to the customer.
  • an automatic outbound calling device ofthe credit card company can contact the customer for the purpose of, e.g., delivering a prerecorded message.
  • Fig. 2 is a block diagram of an exemplary computer-telephony integration ("CTI") system 200 which could be used in call center 130. It comprises a PBX 202 (or other types of switching device) for communicating with PSTN 112 via a high speed telephone line 204.
  • Call center 130 also comprises a plurality of agent stations each containing a telephone and a computer. In Fig. 2, two stations 210 and 220 are shown. Station 210 contains a telephone 212 and a computer 214. Station 220 contains a telephone 222 and a computer 224. Telephones 212 and 214 are connected to PBX 202. Computers 214 and 224 are connected to a local area network 228.
  • Call center 130 also comprises a CTI software 230.
  • Software 230 contains a router for routing telephone calls to appropriate telephones and a database.
  • the database could contain information of all the agents and the status of all calls.
  • Software 230 also contains routines to select appropriate agent to interact with customers using information in the database. Agents are assigned to agent stations. When agents log in, they can enter their identification information to computers 214 and 224, which is transmitted to CTI software 230. Information on the agents (such as language skill, knowledge of products, etc.) could be used by CTI software 230 as some ofthe factors in selecting an appropriate service agent to interact with a particular user.
  • Local area network 228 is connected to the computer in card administration company 118. As a result, information on credit card holders can be accessed by call center 130.

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  • Business, Economics & Management (AREA)
  • Engineering & Computer Science (AREA)
  • Accounting & Taxation (AREA)
  • Physics & Mathematics (AREA)
  • General Physics & Mathematics (AREA)
  • Theoretical Computer Science (AREA)
  • General Business, Economics & Management (AREA)
  • Strategic Management (AREA)
  • Finance (AREA)
  • Computer Security & Cryptography (AREA)
  • Signal Processing (AREA)
  • Marketing (AREA)
  • Cash Registers Or Receiving Machines (AREA)

Abstract

La présente invention concerne un procédé permettant à un prestataire de services d'entrer en contact avec un commerçant ou un client (le demandeur). Un numéro de carte spécial tel qu'un numéro de carte de crédit, un numéro de carte de débit ou un numéro de carte de guichet automatique bancaire est attribué au demandeur. Ce numéro comporte un ensemble de chiffres désignant un centre d'appel (130) d'un prestataire de services. Lorsqu'un demandeur sollicite des services, le numéro de carte et le numéro de contact du demandeur sont envoyés à un dispositif de traitement de cartes (118). Ce dispositif communique au centre d'appel (130) ce numéro de carte et ce numéro de contact. Le centre d'appel (130) va rechercher les informations se rapportant à ce numéro de carte (par exemple les nom et adresse du détenteur) et charge un agent de contacter le demandeur en utilisant ce numéro de contact. A la suite de cela, l'agent peut joindre le client et/ou le commerçant et traiter des transactions complexes. Selon une autre réalisation, le centre d'appel (130) peut utiliser un automate téléphonique pour contacter automatiquement le demandeur, par exemple pour communiquer une annonce enregistrée.
PCT/US1997/005612 1996-04-16 1997-04-03 Systeme de demande de prestations de services via un terminal a lecteur de carte WO1997039565A1 (fr)

Priority Applications (1)

Application Number Priority Date Filing Date Title
AU24398/97A AU2439897A (en) 1996-04-16 1997-04-03 Systems for requesting services using card reading terminals

Applications Claiming Priority (4)

Application Number Priority Date Filing Date Title
US1553496P 1996-04-16 1996-04-16
US60/015,534 1996-04-16
US08/683,483 1996-07-18
US08/683,483 US5745554A (en) 1996-07-18 1996-07-18 Systems for requesting services using card reading terminals

Publications (1)

Publication Number Publication Date
WO1997039565A1 true WO1997039565A1 (fr) 1997-10-23

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PCT/US1997/005612 WO1997039565A1 (fr) 1996-04-16 1997-04-03 Systeme de demande de prestations de services via un terminal a lecteur de carte

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AU (1) AU2439897A (fr)
WO (1) WO1997039565A1 (fr)

Cited By (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO2001052205A1 (fr) * 2000-01-12 2001-07-19 Seaglade Developments Limited Procede et dispositif de traitement
EP1107203A3 (fr) * 1997-11-04 2001-11-14 Magicaxess Procédé de transmission d'information et serveur le mettant en oeuvre
WO2003036575A1 (fr) * 2001-10-26 2003-05-01 Servicios Para Medios De Pago, S.A. Activateur universel de paiements via le reseau de telephonie mobile
EP1443440A1 (fr) * 2001-11-02 2004-08-04 Sony Corporation Systeme permettant d'effectuer des transactions electroniques
US6941274B1 (en) * 1997-11-28 2005-09-06 Diebold, Incorporated Automated transaction machine

Citations (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5136633A (en) * 1990-01-30 1992-08-04 Visa International Service Association International authorization system
US5181238A (en) * 1989-05-31 1993-01-19 At&T Bell Laboratories Authenticated communications access service
US5490251A (en) * 1991-08-09 1996-02-06 First Data Resources Inc. Method and apparatus for transmitting data over a signalling channel in a digital telecommunications network
US5521966A (en) * 1993-12-14 1996-05-28 At&T Corp. Method and system for mediating transactions that use portable smart cards
US5615110A (en) * 1994-05-19 1997-03-25 Wong; Kam-Fu Security system for non-cash transactions

Patent Citations (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5181238A (en) * 1989-05-31 1993-01-19 At&T Bell Laboratories Authenticated communications access service
US5136633A (en) * 1990-01-30 1992-08-04 Visa International Service Association International authorization system
US5490251A (en) * 1991-08-09 1996-02-06 First Data Resources Inc. Method and apparatus for transmitting data over a signalling channel in a digital telecommunications network
US5521966A (en) * 1993-12-14 1996-05-28 At&T Corp. Method and system for mediating transactions that use portable smart cards
US5615110A (en) * 1994-05-19 1997-03-25 Wong; Kam-Fu Security system for non-cash transactions

Cited By (6)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
EP1107203A3 (fr) * 1997-11-04 2001-11-14 Magicaxess Procédé de transmission d'information et serveur le mettant en oeuvre
US6941274B1 (en) * 1997-11-28 2005-09-06 Diebold, Incorporated Automated transaction machine
WO2001052205A1 (fr) * 2000-01-12 2001-07-19 Seaglade Developments Limited Procede et dispositif de traitement
WO2003036575A1 (fr) * 2001-10-26 2003-05-01 Servicios Para Medios De Pago, S.A. Activateur universel de paiements via le reseau de telephonie mobile
EP1443440A1 (fr) * 2001-11-02 2004-08-04 Sony Corporation Systeme permettant d'effectuer des transactions electroniques
EP1443440A4 (fr) * 2001-11-02 2004-12-08 Sony Corp Systeme permettant d'effectuer des transactions electroniques

Also Published As

Publication number Publication date
AU2439897A (en) 1997-11-07

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