U.S. patent application number 11/011542 was filed with the patent office on 2005-04-28 for method and apparatus for supporting wide area gaming network.
This patent application is currently assigned to IGT. Invention is credited to Rowe, Rick.
Application Number | 20050090313 11/011542 |
Document ID | / |
Family ID | 31991193 |
Filed Date | 2005-04-28 |
United States Patent
Application |
20050090313 |
Kind Code |
A1 |
Rowe, Rick |
April 28, 2005 |
Method and apparatus for supporting wide area gaming network
Abstract
A method of monitoring and providing support to a gaming device
that includes monitoring the gaming device to determine an
occurrence of an event, generating a message regarding the event,
encoding the message, transmitting the message to a remote location
over a communication link, receiving the message at the remote
location, decoding the message, analyzing the message, and
initiating a response to the message. In one embodiment, the event
comprises an error or fault and the message regarding the event is
transmitted using the simple mail transfer protocol (SMTP).
Embodiments of the invention comprise apparatus forming a part of a
gaming network or system including gaming devices such as gaming
machines. In one embodiment, the apparatus comprises servers
associated with a remote service center and message data
storage.
Inventors: |
Rowe, Rick; (Henderson,
NV) |
Correspondence
Address: |
KEMSEARCH, INC.
RR BOX 435, ROUTE 1
ONAMIA
MN
56359
|
Assignee: |
IGT
Reno
NV
|
Family ID: |
31991193 |
Appl. No.: |
11/011542 |
Filed: |
December 13, 2004 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
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11011542 |
Dec 13, 2004 |
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10241404 |
Sep 10, 2002 |
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6830515 |
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Current U.S.
Class: |
463/42 |
Current CPC
Class: |
G07F 17/3234 20130101;
G07F 17/3223 20130101; G07F 17/32 20130101 |
Class at
Publication: |
463/042 |
International
Class: |
A63F 009/24 |
Claims
What is claimed is:
1. A method for supporting a gaming device from a remote location
comprising the steps of: monitoring said gaming device; determining
an occurrence of an event at said gaming device; generating a
message regarding said event; encoding said message; transmitting
said message to said remote location, said message transmitted over
a communication link including at least a portion of the Internet
utilizing SMTP; receiving said message at said remote location;
decoding said message; analyzing said message; and initiating a
response to said message.
2. The method in accordance with claim 1 wherein said event
comprises an error or fault at said gaming device.
3. The method in accordance with claim 1 wherein said event
comprises a parameter or characteristic of said gaming device.
4. The method in accordance with claim 1 wherein said step of
initiating a response comprises generating data and transmitting
said data from said remote location to said gaming device.
5. The method in accordance with claim 1 including the step of
assigning an identification code to said message.
6. The method in accordance with claim 1 wherein said step of
analyzing comprises classifying said message based upon said
event.
7. The method in accordance with claim 1 wherein said gaming device
is associated with a network, said network including a server
connected at one or more times to the Internet, and said remote
location comprises a service center including a host connected at
one or more times to the Internet.
8. The method in accordance with claim 1 wherein said gaming device
comprises a gaming machine arranged to present at least one game to
a player based upon a wager.
9. The method in accordance with claim 1 including the step of
establishing a point-to-point dedicated communication link between
said remote location and said gaming device and transmitting said
message over said communication link.
10. The method in accordance with claim 1 wherein said message is
transmitted from said gaming device to said remote location over a
first communication link and said step of initiating a response
comprises transmitting a response from said remote location to said
gaming device over a second communication link.
11. The method in accordance with claim 1 including the step of
storing said message at said remote location.
12. The method in accordance with claim 1 including the step of
assigning a unique identifier to said message.
13. The method in accordance with claim 12 wherein said unique
identifier includes information identifying said gaming device from
which said message was sent.
14. The method in accordance with claim 1 wherein said gaming
device comprises a gaming machine having a gaming controller
running an operating system and including the step of recording
event information in a log associated with said operating system,
and wherein said monitoring step comprises monitoring said log to
determine the occurrence of said event.
15. A method of providing support to a gaming device comprising:
determining the occurrence of an event meeting a predefined
criteria at said gaming device; generating a message regarding said
event; transmitting said message from said gaming device to a
remote service center utilizing a dedicated communication link
between said gaming device and remote service center; analyzing
said message regarding said event; and generating a response.
16. The method in accordance with claim 15 including the step of
transmitting said message using the simple mail transfer
protocol.
17. The method in accordance with claim 15 wherein said event
comprises an error or fault.
18. The method in accordance with claim 15 wherein said step of
generating a response comprises generating program code for use by
said gaming device and transmitting said program code to said
gaming device.
19. A gaming system including a plurality of gaming devices and a
support system for said gaming devices comprising: a gaming
controller associated with each of said gaming devices; a first
communication interface associated with said gaming controller;
means for detecting the occurrence of an event meeting predefined
criteria occurring at said gaming device; means for generating an
event message in response to a detected event; a remote server; a
second communication interface associated with said remote server;
a dedicated communication link between said first communication
interface associated with said gaming controller and said second
communication interface associated with said remote server; a
memory associated with said remote server for storing messages
transmitted from said gaming device to said remote server; and
means for generating a response to said event message.
20. The gaming system in accordance with claim 19 wherein said
gaming controller and said remote device including an application
for transmitting and receiving messages in accordance with simple
mail transfer protocol.
21. The gaming system in accordance with claim 19 including an
operating system operated by said gaming controller, said operating
system including an event log and wherein said means for detecting
comprises means for detecting the occurrence of an event registered
at said event log.
22. The gaming system in accordance with claim 19 wherein said
means for generating an event message includes means for generating
a unique identifier for said message.
23. The gaming system in accordance with claim 19 wherein said
gaming device comprises an electronically operating gaming
machine.
24. The gaming system in accordance with claim 23 wherein a
plurality of gaming machines are linked by a common local area
network, wherein said local area network is part of a larger wide
area network including multiple local area networks, and wherein
said communication link is established through said local area
network and said wide area network from said gaming machine to said
remote location.
Description
CROSS-REFERENCE TO RELATED APPLICATIONS
[0001] The present application claims priority from co-pending and
commonly owned U.S. patent application Ser. No. 10/241,404 entitled
"METHOD AND APPARATUS FOR SUPPORTING WIDE AREA GAMING NETWORK,"
which is incorporated herein by reference in its entirety and for
all purposes.
FIELD OF THE INVENTION
[0002] The present invention relates to a method of providing
technical and other support to gaming machines of a wide area
gaming network.
BACKGROUND OF THE INVENTION
[0003] In the past, gaming machines were generally uniquely
associated with a particular casino. Each particular casino
maintained its gaming machines. Maintenance of these machines was
effected by the relatively direct effort of a technician traveling
to a particular machine and servicing it. Gaming technicians
employed by the casino would travel about the casino fixing the
machines, or the manufacturer of the machine would send a
technician to the casino.
[0004] Now, casino operators may operate gaming machines at more
than one casino. Often these casinos are located far from one
another. In fact, gaming continues to expand. This expansion
includes a geographic expansion of gaming into other states and
regions where gaming did not previously exist. In addition, in many
instances gaming machines are linked across properties belonging to
multiple owners. For example, International Game Technology has a
system of linked gaming machines located in a wide number of
casinos which present its MEGABUCKS.RTM. progressive slot game.
[0005] As a result of the wide geographic areas over which gaming
machines may now be located, service of those machines is more
difficult. Technicians may be provided at each and every location.
This is costly in terms of man-power.
[0006] Often, the technicians are centrally located. This requires
the technician to be dispatched to provide service. In the case of
a remotely located gaming machine, this may require substantial
travel on the part of the technician, at the cost of the
technician's man-hours plus travel expenses.
[0007] As one attempted solution, a central support center may be
created. This support center may receive calls and attempt to
provide support via telephone or dispatch technicians. There are a
number of problems with these systems. Among the problems are that
the game operator is generally required to notify the central
support center of any problems. The gaming machine operator, such
as casino owner, may not notice a problem for a lengthy period of
time, during which the gaming machine was likely out of service and
not generating revenue. Further, the system requires that an
appropriate person then contact the center, which requires diligent
employees.
[0008] Providing support also requires that the appropriate
personnel identify with some particularity the problem with the
gaming machine so that technicians may understand the problem and
provide solutions. Mis-identification of the problem will generally
result in the technician not providing a working solution. Further,
the casino operator is required to implement the solution proposed
by the technician over the phone. In many cases, the casino
operator is not capable of attempting the solution, such as for the
reason it is too complex. This again then requires that a
technician actually be dispatched to the site.
[0009] An improved method of providing technical support to gaming
machines and other devices associated with a gaming network is
desired.
SUMMARY OF THE INVENTION
[0010] A system and method for monitoring gaming devices and
providing support to those gaming devices is provided.
[0011] One embodiment of the invention comprises a method and
system for monitoring and providing support to a plurality of
gaming devices associated with a network. The gaming devices are
configured to include an application for establishing a direct
communication link between the device and a remote device, such as
using the simple mail transfer protocol (SMTP). In one embodiment,
the system includes a remote device, such as one or more remotely
located servers. These servers are also configured to include an
application for establishing the direct communication link.
[0012] The gaming devices are also configured to determine when an
event meeting predefined criteria occurs. In response to the
occurrence of such an event, an event message is generated and
transmitted from the gaming device to the remote location.
[0013] In one embodiment, the gaming devices include controllers
which run operating systems. The operating systems include logs at
which event information is stored. The gaming device is configured
to monitor this event log to determine when events meeting the
predetermined criteria are met.
[0014] In one embodiment, the servers are located at a remote
service center. A memory or other data storage device is provided
for storing messages transmitted from the gaming devices.
Preferably, the system also includes means for classifying the
event messages and generating a response to the messages. Generated
responses may comprise program code for use by the gaming device,
or the printing of a service ticket for use by a service
technician.
[0015] One embodiment of the invention comprises a method for
supporting a gaming device from a remote location. In accordance
with the method, the gaming device is monitored to determine an
occurrence of an event. In response to a detected event, a message
regarding the event is generated. In one embodiment, the message is
encoded. The message is then transmitted to a remote location, such
as a remote service center server. Preferably, the message is
transmitted over a dedicated communication link. In one embodiment,
the message is transmitted utilizing SMTP. The message is received
at the remote location, and if encoded, is decoded. The message is
then analyzed and a response is initiated.
[0016] In one embodiment of the invention, the system and method
are utilized to detect the occurrence of an event or fault at the
gaming device and transmit information regarding the event or fault
to the remote location. In this manner, the error or fault may be
diagnosed and a repair initiated. This repair may be replacement
code or a physical repair by a technician.
[0017] The detected events may comprise other than errors or
faults, such as trends in operating parameters or the like. In this
regard, the system and method of the invention are useful in
monitoring a gaming device. For example, certain information while
not comprising a direct fault preventing the operation of a gaming
machine may indicate that the gaming machine is operating
incorrectly. This information may comprise, for example, higher
than normal payouts.
[0018] The system and method of the invention are applicable to
gaming devices comprising gaming machines which are electronically
controlled and configured to present a game to a player, as well as
other gaming devices such as accounting stations and the like. The
system and method are applicable to gaming devices which are
associated with a local area network, such as a local casino
network. This local area network may be part of a wide area network
including a plurality of local area networks. For example, the wide
area network may comprise a network linking a number of individual
casino networks. In accordance with the invention, messages may be
transmitted from the gaming devices via the local and wide area
networks to the remote location.
[0019] In accordance with the invention, a single system is
provided for monitoring and providing support to a number of gaming
devices which are located in a wide variety of remote locations.
Event messages are transmitted on an immediate basis using a
dedicated communication link, assuring their receipt and
attention.
[0020] Further objects, features, and advantages of the present
invention over the prior art will become apparent from the detailed
description of the drawings which follows, when considered with the
attached figures.
DESCRIPTION OF THE DRAWINGS
[0021] FIG. 1 is a perspective view of a gaming machine of the type
which may be used in a system and method of the invention;
[0022] FIG. 2 illustrates one embodiment of a system of the present
invention;
[0023] FIG. 3 is a flow chart illustrating an embodiment of a
method of the invention; and
[0024] FIG. 3A is a flow chart illustrating in greater detail one
method of performing one of the steps of the method illustrated in
FIG. 3.
DETAILED DESCRIPTION OF THE INVENTION
[0025] The invention is a method and system for providing support
to gaming machines or other devices of a gaming network. In the
following description, numerous specific details are set forth in
order to provide a more thorough description of the present
invention. It will be apparent, however, to one skilled in the art,
that the present invention may be practiced without these specific
details. In other instances, well-known features have not been
described in detail so as not to obscure the invention.
[0026] In general, the invention comprises a method and system by
which problems may be identified in a gaming network, including at
any of a plurality of gaming machines and other devices, and by
which support may be provided for remedying identified problems.
The invention also comprises a method and system for tracking and
storing information regarding various system and gaming machine
operating parameters, including errors and failures.
[0027] One or more embodiments of the invention comprise a
configuration of a gaming system. In one embodiment, the gaming
system includes a plurality of gaming machines 22. The gaming
machines 22 may be of a variety of types. FIG. 1 illustrates one
embodiment of such a gaming machine 22. In general, the gaming
machine 22 is adapted to present at least one game for play to a
player. As illustrated, the gaming machine 22 includes a housing 23
which supports and/or houses the various components of the gaming
machine 22. In the embodiment illustrated, the gaming machine 22 is
adapted to present a game of "slots," and includes three rotating
reels 24a,b,c. A handle 26 or spin button 28 may be used to
effectuate rotation of the reels 24a,b,c.
[0028] In this well known game, a player may be declared a winner
of the game and awarded an award if the result of the rotation of
the reels 24a,b,c is a predetermined combination of symbols. It
should be understood that the gaming machine 22 may be adapted to
present one or more of a wide variety of games. Depending upon the
game presented, the configuration of the machine may vary. For
example, in the event the gaming machine 22 is adapted to present
the game of video poker, then the gaming machine 22 may include a
video display.
[0029] In one or more embodiments of the invention, the gaming
machine 22 is adapted to present a wager-type game. In this
arrangement, a player is required to place a bet or wager in order
to participate in the game. In the event the outcome of the game is
a winning outcome, then the player may be provided with an award
such as coins or currency, or credits which may be redeemed for
prizes or money. In one arrangement, the award may be winnings in
proportion to the amount wagered or bet by the player.
[0030] In order to accept a wager, the gaming machine 22 may
include a coin acceptor 30 for accepting coins. The gaming machine
22 may also include a bill acceptor or validator 32 for accepting
paper currency. The gaming machine 22 may be provided with other
means for accepting or verifying value, such as a credit card
reader.
[0031] In one embodiment, the gaming machine 22 may be arranged to
generate tickets or receipts using a receipt printer 34. In one
embodiment, these tickets or receipts may represent value, in
similar manner to currency. The tickets or receipts may be provided
to the gaming machine 22 for value, such as to the bill/receipt
validator 32. The details of such a system are well known to those
of skill in the art and not described herein. One example of such a
system is known as the EZ-PAY.TM. system developed by International
Game Technology.
[0032] In a preferred embodiment, one or more aspects of each
gaming machine 22 are computer controlled. In one embodiment, the
gaming machine 22 includes a gaming machine controller (not shown).
The gaming machine controller may comprise a processor and memory,
the processor capable of executing code which is stored in the
memory. This code may be used by the gaming machine controller to
control various aspects of the gaming machine 22, including
peripheral devices such as the bill validator 32, coin acceptor 30,
and the reels or display. Thus, as one aspect of the "control"
function, the gaming machine controller may be configured to
execute code which causes a game to be presented to a player of the
gaming machine 22. In one or more embodiments, the gaming machine
controller may include an operating system comprising hardware
and/or software. The operating system may be of a variety of types,
including those currently well known or those developed in the
future, such as Windows.RTM., Windows NT.RTM., and Linux.RTM..
[0033] FIG. 2 illustrates one embodiment of a gaming system 20 of
the invention, the gaming system 20 including a plurality of gaming
machines 22. The gaming machines 22 may be located in a variety of
places. In one embodiment, the gaming machines 22 may be located in
various locations within a single casino. As described below, the
gaming machines 22 may also be located in multiple casinos or
locations.
[0034] In one embodiment, a communication link 39 is provided which
permits the gaming machine 22 to communicate with external devices.
To facilitate communication, the gaming machine 22 may include a
communication interface (not shown). As is known, the configuration
of the interface will generally depend upon the manner of
communication, including any particular communication protocol
utilized. For example, if the link is a wireless link, the
protocol/architecture may be Bluetooth or IEEE 802.11(b). For wired
links, the protocol/architecture may be RS-232, IEEE-1394
(Firewire.TM.), TCP/IP or Ethernet.
[0035] In one embodiment, the gaming machines 22 are associated
with a common network 40. This network 40 may be of a variety of
types, include a variety of devices, and be configured to
accomplish a variety of functions. The network 40 may have a
variety of configurations and comprise wired, wireless or a
combination of wired and wireless communication pathways. Depending
upon the configuration of the network 40, the network 40 may
comprise a wide variety of components. For example, the network 40
may include wireless communication relays or transceivers. The
network 40 may also include one or more hubs or routers. The
network 40 may include dedicated or public lines. For example, one
or more portions of the network 40 may include the Internet, phone
lines or the like.
[0036] In one embodiment, the network 40 is or is part of an
accounting network. For example, the network 40 may be arranged to
implement International Game Technology's EZ-PAY.TM. system. In
accordance with this system, as described above, the gaming
machines 22 are arranged to print tickets or receipts
representative of value in lieu of dispensing coins as awards for
winning game play or game machine cash-out. In addition, the gaming
machines 22 are arranged to accept receipts as value, such as for
placing bets.
[0037] Such a network 40 may have a variety of configurations. One
such network 40 is illustrated in FIG. 2. In one embodiment, banks
or groups of gaming machines 22 are associated with a validation
terminal 42. The validation terminal 42 is preferably arranged to
route and concentrate data. The network 40 also includes one or
more accounting stations 44. These stations 44 may comprise
computing devices including data input and output devices, such as
a keyboard, mouse and video display. A user of the station 44 may
view and manipulate information or data. In one embodiment, the
accounting station 44 is arranged to execute program code to
accomplish a variety of accounting related functions, such as
tracking amounts issued in the form of printed receipts by the
gaming machines 22 and the like.
[0038] The network 40 may include a variety of other devices. For
example, one or more printing devices 46 may be utilized to print
reports, receipts and other documents. Though not shown, other
devices, such as hand-held portable devices, other computing
stations, relays, routers and the like may be utilized to implement
the network 40.
[0039] In one embodiment, the various devices of the network 40,
including the gaming machines 22, are in communication with at
least one main computing device or server 48. In one embodiment,
the server 48 is both part of the local area network (LAN) of the
casino, and a larger wide area network or WAN 50. This WAN 50 may
include LAN of several other casinos or properties. In the
illustrated embodiment, gaming machines 22 are located at two
different casinos in different geographic locations. Each has its
own internal network 40, including a server 48 which provides a
communication bridge to and from its particular LAN and other LAN
and devices of the larger WAN 50.
[0040] In one embodiment, one or more computing devices such as
servers 52 serve as a gateway between the WAN 50 and other
networks, including the World Wide Web or Internet 54. The WAN 50
may include, or be associated with, a wide variety of other
devices, systems and networks. For example, in one embodiment, a
central server may be connected to the WAN 50 and be used to track
all individual receipts or other accounting transactions executed
within or associated with the particular LANs. This arrangement
permits cross-validation, for example, of receipt. A receipt issued
by a gaming machine 22 at one casino may be taken to another casino
for redemption. Information regarding the issued receipt may be
stored at the central server. When the receipt is presented at
another gaming machine, information regarding the receipt may be
transmitted to the central server for confirmation.
[0041] It will be appreciated that the gaming machines 22 may be
associated with networks other than, or in addition to, the network
40 described above which is arranged to implement a receipt system.
For example, the gaming machines 22 may be associated with a player
tracking network. Such systems, which are well known, may be
configured to match game play data with particular players. Player
identity and game play information may be transmitted from the
individual gaming machines 22 to a server. The server may track and
aggregate a player's game play. Awards may be provided to players
based upon a variety of criteria, including thresholds of game
play. In one embodiment, the player tracking network may include
one or more of the same components as the network 40 described
above.
[0042] In a preferred embodiment, the system 20 of the invention
includes a network operations center 62. In accordance with the
invention, information, such as diagnostic and repair data, may be
transmitted to the network operations center 62 from the gaming
machines 22 or other devices of the networks 40, and from the
network operations center 62 to those devices.
[0043] In one embodiment, the network operations center 62 includes
one or more servers 64 or other devices configured to send and
receive data. Preferably, the network operations center 62 includes
one or more technician stations 66 including computing devices.
[0044] The operations center 62 may be configured in a variety of
manners. In one embodiment, for example, a firewall may be provided
to ensure that unauthorized information does not reach the
computing stations 66. This firewall may comprise hardware and/or
software, such as software executed by the server 64.
[0045] The network operations center 62 may include various
sub-networks or LANs, and be connected to other devices and
components, including other networks. For example, in one
embodiment, the operations center 62 may itself be a LAN which is
part of a larger WAN of the manufacturer of the gaming machines 22
or other devices or which otherwise is providing the support
service.
[0046] In one embodiment, the regulatory bodies, such as state
gaming boards, may be in communication with the operations center
62. As described in more detail below, in various embodiments of
the invention, information is transmitted from the gaming machines
22 and other devices to the operations center 62, and from the
operations center 62 back to the gaming machines 22 or other
devices. Regulations may require that certain of this information
be provided to the regulatory agency or that approval for certain
actions be obtained before their performance. In one embodiment,
the information may be transmitted via the communication link to
the regulatory agency.
[0047] It will be understood that the operations center 62 need not
be a "center" in the sense that it is geographically located at one
location. To the contrary, the operations center 62 may be a
plurality of devices which are connected by one or more
communication links 68, such as via the common server 64. The
network operations center 62 may comprise a wide variety of devices
and apparatus, preferably arranged to accomplish one or more of the
methods described below. These devices may include, for example,
one or more printing devices for printing work orders or tickets,
computing devices for generating computer code, data mass storage
devices for storing messages and other data received from the
gaming machines 22 or other devices of the network 40, data mass
storage devices for storing computer code, and computing equipment
for executing computing code such as diagnostic code and message
analyzation code.
[0048] In accordance with the invention, there are one or more
methods of providing support to devices of a gaming network, such
as by use of the system 20 illustrated in FIG. 2 and described
above. One embodiment of a method will be described with reference
to FIG. 3.
[0049] A first step S1 comprises monitoring a desired device or
system. In one embodiment, for example, this step S1 comprises
monitoring one or more activities at a gaming machine. A variety of
activities at a gaming machine may be monitored. The activities may
be associated with hardware and/or software. For example, the
operation and/or status of a hard disk, memory, system bus, an
operating system, processor or the like may be monitored.
[0050] In a step S2, it is determined if a particular event has
occurred. In one embodiment, the event is an error or fault. Such
errors may include hardware faults. Hardware faults may include,
but are not limited to, disk I/O or R/W failures, memory errors,
and system bus errors. The errors may include software faults.
Software faults may include, but are not limited to, fault detected
by the operating system of the gaming machine or by other software
components. It will be appreciated that the particular errors or
faults may depend upon the particular hardware and/or software
utilized by the gaming machine.
[0051] In one or more embodiments, system errors or faults of the
type just described may be logged, such as in an event log
associated with an operating system. In one embodiment, the gaming
machine may utilize an operating system such as Window NT.RTM., and
software and hardware faults may be reported to a log thereof. In
accordance with the invention, the step S2 of determining if a
fault has occurred may comprise scanning or monitoring the event
log of the operating system for an indication of faults or
errors.
[0052] In other embodiments, the events simply comprise activities
or actions performed by one or more of the components of the gaming
machine. The events may also comprise particular characteristics or
parameters. For example, an event may comprise a level of detected
CPU kernel usage, an event of memory or disk usage or the like.
[0053] In one or more embodiments, the events may be associated
with a variety of components of the gaming machine. For example, as
described above, in one embodiment a gaming machine may be arranged
to accept and issue receipts in lieu of coins, currency or other
forms of credit. The events may be related to the ticket or receipt
printing and acceptance system. Particular events may be associated
with reels, a video display, a player tracking card reader or
keypad, gaming machine push-bottons, and other components of the
machine.
[0054] In one embodiment, an event may comprise a detected
parameter, group of parameters or trend of a parameter or group of
parameters. For example, an event can comprise a data trend
indicating that the machine is issuing receipts at a higher rate
than normal, or has an average payout which is higher than
expected.
[0055] In a step S3 of the invention, a message is generated
regarding at least one detected event. The message may contain a
variety of information. In one or more embodiments, the information
includes gaming machine identification information. The information
also preferably includes information regarding the particular
event. For example, the information may detail a particular fault
or error which occurred, or other activity, such as detected memory
or disk usage.
[0056] In one or more embodiments, in a step S4 the message is
encoded. In one embodiment, the message may be encrypted. The type
and manner of encoding or encryption may vary in accordance with
methods now known or later developed. For example, the message may
be encrypted using symmetrical or asymmetrical key encryption
methods.
[0057] In a step S5, the message is transmitted from the generating
device, such as the gaming machine, to a remote location.
Preferably, the remote location is a service center, such as the
operations center 62 of the system illustrated in FIG. 2 and
described above. In a step S6, the message is received at a remote
location, such as at a particular device at the remote
location.
[0058] One particular embodiment of a method comprising steps S5
and S6 of sending or transmitting a message and receiving a message
is illustrated in FIG. 3(a). In a preferred embodiment of the
invention, a generated message is transmitted in accordance with
the simple mail transfer protocol (SMTP). In accordance with this
embodiment of the invention, the message may first be encapsulated.
In this step (not shown), for example, the message may be provided
with an address header and other information.
[0059] In a second step S101, a communication link is established
between the sending source and the recipient. Preferably, this link
is a transmission control protocol (TCP) connection. In the
embodiment system illustrated in FIG. 2, this step S101 may
comprise establishing a communication link from a particular gaming
machine 22 over the network 40 to the operations center 62. In one
embodiment, this may comprise establishing a communication link via
the WAN 50 with the server 52 via the Internet 54 with the server
64 at the operations center 62. In this embodiment, the sending
source is thus the gaming machine 22, and the recipient is the
server 64 at the operations center 62. As is known in the art, the
step of establishing the communication link using SMTP includes the
recipient, such as the server 64, indicating that it is ready to
accept the message. If the recipient is not ready to accept the
message, the sending source generally is configured to release the
communication connection and try again later.
[0060] In a next step S102, the message is transmitted. This step
S102 comprises the data being transferred from the sending source,
such as the gaming machine 22, to the recipient, such as the server
64. In a step S103, the message is received. When the message is
received by the recipient, the message may be stored, as in a step
S104. In one embodiment, the message is stored in a memory. The
message may also be routed to long term storage, such as a hard
disk.
[0061] In a step S105, when the message is received, a response is
generated and transmitted back. For example, in the system
illustrated in FIG. 2, the server 64 generates a response and sends
it back to the gaming machine 22 indicating that the message was
received.
[0062] In a step S106, the communication link or connection is
released or disconnected.
[0063] In one embodiment, other methods may be utilized for
transmitting the message. For example, the message may be routed
over a network (such as network 40) or the Internet using other
protocols other than SMTP. As is known, in some methods of
communication, however, the data (i.e. message) may be stored at
one or more times and at one or more locations and not be
immediately delivered to the recipient. This, of course, may lead
to a delay in receipt of the message by the recipient, such as the
operations center 62. Thus, in a preferred embodiment, the method
of message transmission is by means causing the message to be
immediately transmitted through to its destination.
[0064] In one embodiment of the present invention, as in the system
20 described above, the message is routed via the Internet.
Preferably, the protocol/means used to transmit the message is one
causing direct transmission to the recipient. As indicated, SMTP is
one such protocol. Other means may be utilized. For example,
extended SMTP (ESMTP) may be used. Yahoo! Messenger.TM., MSN
Messenger.TM. and ICQ.TM. are other tools which are known and may
be utilized to transmit the messages.
[0065] Preferably, the means by which the messages are transmitted
over the network or other communication links is similar, providing
for minimized storage and direct transmission to the recipient. In
one embodiment, the gaming machine or other device may be connected
to the recipient, such as the operations center 62, by a dedicated
or direct communication link. In such an arrangement, the means of
data transmission is immediate and direct, avoiding the
above-stated problems.
[0066] Referring again to FIG. 3, once the message is received at
the remote location, such as the server 64 at the operations center
62 in the system illustrated in FIG. 2, the message is preferably
decoded or decrypted in a Step S7. It will be appreciated that the
particular method of decoding or decrypting may depend upon the
method of encoding or encrypting.
[0067] Preferably, in a step S8 the message is analyzed. In one
embodiment, this step S8 may comprise classifying the content of
the message. For example, messages may be classified into
categories such as "hardware error/fault," "software error/fault"
or "system data/metric information." The message may be classified
in a variety of other manners as well. For example, the message may
be classified by the type of device, device manufacturer or the
like. Of course, the message preferably includes information
regarding the specific parameters which are utilized to classify
the message, such as the name of the manufacturer of the device
generating and transmitting the message.
[0068] In one embodiment, the analyzing step S8 may be performed in
an automated fashion, or done manually. For example, in one
embodiment, when a message is generated that message may be
provided with a code corresponding to the particular category to
which the event corresponds. The step of analyzing may comprise the
step of determining the code provided with the message. In another
embodiment, the method may comprise the screening of the message,
such as by a reader.
[0069] A step S9 comprises initiating or implementing a response to
the message. The particular response may depend upon the message.
For example, the response may comprise simply storing or logging
the message. This response may be appropriate when the message is
simply providing information regarding a particular system metric.
For example, data may be stored regarding CPU or memory usage at a
gaming machine, which data may be used for a variety of purposes in
the future.
[0070] In another embodiment, the response may comprise generating
a response message electronically, or generating a service order or
the like which is filled out by a technician who calls personnel at
the location of the gaming machine or who travels to the gaming
machine. The particular response may depend, in part, upon the
particular message received.
[0071] In one embodiment, the response may be by generating or
obtaining software code or other information and then the
transmission of that code or information back to the gaming machine
or other device for use. For example, if the gaming machine
identifies that a software code error has occurred, a software
patch may be obtained or generated and then transmitted back to the
gaming machine for installation and use.
[0072] If event code or other information is provided to the gaming
machine, appropriate measures may be taken to ensure the
authenticity of the code and ensure its safe transmission to the
gaming machine. These measures may include, but are not limited to
encryption, encoding, and cross-verification of the transmitted
information or code.
[0073] In another embodiment, the response may be a work ticket.
The work ticket may be a written instruction for a technician to
travel to the gaming machine or other device to render service,
such as repairs. The work ticket preferably includes a description
of the problem and an identification of the gaming machine or other
device in need of service. The work ticket may include information
regarding the location of the gaming machine or other device in
need of service. In one embodiment, the work ticket may include
specific instructions to the technician regarding how to effect the
service or repair.
[0074] In one embodiment, the method may include the step of
assigning a unique identification number, such as a "tracking
number" or "ticket" to the message. In this manner, each message
may be uniquely identified. In one embodiment, the method may
include the steps of assigning identification numbers to received
messages, generating one or more files with which the messages are
stored, and then updating the file with information regarding
actions taken. For example, responses may be logged to the file and
assigned the same identification number. In this manner, the status
of messages, including any response, may be obtained. The status
may be obtained, for example, by utilizing the identification
number to locate the file for the matter and then examining the
various messages or other information.
[0075] Various other embodiments of methods are contemplated. In
one or more embodiments, the methods of the invention may be
implemented with systems or apparatus different than that
illustrated in FIG. 2 and described above.
[0076] In one embodiment, a second or independent communication
link may be established for transmitting a response to a message.
In this embodiment, a first communication link may be used to
transmit the error message, request for service or the like. If a
response is generated which requires transmission to a remote
device, such as from the operations center 62 back to the gaming
machine 22, in one embodiment a second communication link is
established. This communication link may be through a separate
network or system.
[0077] In another embodiment, the first communication link is
terminated and then a second established, though the links may have
the same route and pass through the same devices. In another
embodiment, a single communication link may be utilized to transmit
the message and any response. For example, in one embodiment, the
code or other data is transmitted to the gaming machine or other
device in an immediate fashion using the same communication link as
was used to transmit the message from the gaming machine or other
device to the operations center. If the message were transmitted
using Yahoo! Instant Messenger.TM., the same may be utilized to
transmit the code or data.
[0078] The methods of the invention may be applied in a variety of
manners. As indicated above, the method of the invention may be
applied to a gaming machine or related devices. As indicated above,
in one embodiment, one or more of the gaming machines may be
arranged to accept receipts or tickets and issue receipts or
tickets. In one embodiment, the gaming machines include appropriate
software and hardware for accomplishing these functions. In one
embodiment, the gaming machines are further associated with a
server which generates ticket, accounting and other information,
and receives like information from the gaming machines. In this
manner, appropriate accounting for the tickets or receipts is
carried out, and tickets or receipts may be used interchangeably at
different gaming machines. Such a system is currently in operation
as implemented by International Game Technology and is known as the
EZ-PAY.TM. system. This system is described in greater detail in
U.S. application Ser. No. 09/544,884 filed on Apr. 7, 2000,
incorporated herein by reference in its entirety.
[0079] In one embodiment, the method of the invention may be
applied to the devices of the EZ-PAY.TM. or a similar system and
the devices thereof In one embodiment, in the EZ-PAY.TM. system the
server is configured as a computing device including a processor or
processing unit, memory, controllers and the like, and utilizes an
operating system such as Windows NT.RTM.. The server runs various
application software, such as SQL Server and ArcServeIT.
[0080] As is known, operating systems such as Windows NT.RTM.
generate an event log. As described above, this event log may be
monitored to determine the occurrence of particular events.
[0081] The systems and methods of the invention have numerous
advantages. First, the system and method provide for a centralized
system for monitoring gaming machine and related device activities,
including faults and errors. Thus, though gaming machines may be
spread across various properties which are geographically remote,
the operation of those machines may be monitored by a central
mechanism (though, as indicated, this mechanism may comprise an
operations center which does not necessarily comprise components in
one geographic location).
[0082] The system and method also provide an improved means for
servicing gaming machines and related equipment. In accordance with
the invention, event data, such as information regarding errors or
faults, is immediately transmitted to a remote location for
analyzation. No longer do casino personnel need to discern that a
particular gaming machine is malfunctioning and report the
malfunction. Further, casino personnel do not need to attempt to
identify the probable cause of the malfunction. Instead, detailed
information regarding the fault, error or other event is provided
directly by the gaming machine.
[0083] In accordance with the system and method of the invention,
information regarding events is routed to the appropriate
recipient, and can be stored and processed, all in a manner
avoiding direct human intervention. In the prior art, a malfunction
would not be reported unless a person identified the malfunction,
and then placed a telephone call or the like and was able to speak
to an appropriate party. In accordance with the method, messages
are automatically transmitted and received. These messages can be
automatically logged and stored for future use, and can be analyzed
and acted upon in an undelayed manner without direct human
contact.
[0084] In a preferred embodiment of the invention, messages are
transmitted by SMTP or other instant means of transmission/receipt
over the Internet or other communication links. This ensures that a
message is not delayed or is not delivered, avoiding this common
problem with other transmission methods and systems.
[0085] In accordance with the invention, certain repairs and the
like may be effected without the need for a technician to travel to
the gaming machine or other device. Instead, gaming code or other
information may be generated and transmitted to the gaming machine,
such as by using the same communication link as the gaming machine
utilized to send its message.
[0086] It will be understood that the above described arrangements
of apparatus and the method therefrom are merely illustrative of
applications of the principles of this invention and many other
embodiments and modifications may be made without departing from
the spirit and scope of the invention as defined in the claims.
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