RU2532721C2 - Corporate call centre for security and information service of group of facilities - Google Patents

Abstract

FIELD: physics.

SUBSTANCE: each facility is fitted with an alarm signalling system which comprises announcers and a microprocessor with a control panel, as well as a reintroduced transmitting module of an internal radio data transmitting network. The facility also has a standard terminal, e.g., a cellular communication network. The room for the person on duty at the entrance (concierge), who is the operator of the corporate call centre, in addition to the standard communication network terminal, is fitted with a digital notification processing unit configured to input and display data, an automatic redialling device and a unit for recording and storing reference data. The internal radio network of such a call centre is distinguished from standard wire and cellular communication networks by high resistance to jamming. The operator's equipment further includes a receiving module of said internal radio network, the output of which is connected to the radio input of the processor of said digital notification processing unit, as well as the automatic redialling device and the unit for recording and storing reference data associated with said processor.

EFFECT: high functional reliability of equipment.

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Description

The present invention relates to complex alarm (security) alarm systems for servicing apartment buildings, summer cottages and other geographically distributed compact groups of real estate objects. Along with ensuring the protection of objects from unauthorized exposure (robbery) and fire, these systems can quickly respond to other emergency situations. For example, they can report gas leaks, water leaks, malfunctions in the heating system, etc. The development of these systems is in the direction of expanding the scope of their application, including the provision of a variety of information and reference services.

Currently, most existing alarm systems use wired communication channels, such as a public switched telephone network. However, wireless (radio) systems are gaining ground. Moreover, the vast majority of such systems use the channels of cellular mobile networks of regional operators. The main consumers of information from alarm systems are specialized security agencies: private security units (VO), public security police, and private security companies (PSCs). Information from the serviced objects comes through central monitoring stations (CMS) to central security points (CMS), which is directly connected with quick (immediate) response groups. Such systems are called centralized or console security systems.

The disadvantages of centralized security systems are:

- restrictions on the choice of technical means of protection. So, for VO the choice is limited by the “List of technical means allowed for use in private security” (see, for example, List P78.36.001-2004, Moscow, 2004), which the latest models of security systems do not always have time to get into;

- the need for users to pay for services to modernize security equipment carried out by HE, and expenses incurred in emergency situations;

- heavy fines in cases of false calls that occurred as a result of technical malfunctions or due to the user's forgetfulness, for example, due to “errors when disarming”.

Partially, these shortcomings are eliminated in systems in which the users of information from alarm systems are direct users, which are understood as apartment owners and their authorized persons (family members, maintenance personnel, etc.). Such systems are called decentralized or unprofessional security systems. For systems of this class it is characteristic that the user of the protected object is the primary recipient of information about the alarm event and at the same time an expert. Having accepted the alarming information on his subscriber terminal, for example, on a cell phone, he must evaluate its reliability and, if he believes that unauthorized influence on the protected object really took place, take direct part in its suppression, for example, by calling the person on call part of the police.

This class of technical solutions includes, for example, GSM Signal XQ signaling, Express-gsm, TAVR-gsm (www.signal-gsm.ru, www.altonika.ru).

Their significant drawback is that the user is not always able to independently and in time assess the real extent of the threat. In many cases, the alarm may be false and the user's actions may be inadequate to the actual degree of danger. The high likelihood of such false positives has a negative effect on the user, undermining his confidence in the system, as a result of which he may stop responding to system alarm messages or refuse to use it altogether.

A technical solution based on the use of the so-called call center - call center - a centralized office specializing in the reception, processing and transmission of information received in the form of call requests is aimed at eliminating this drawback. One of the varieties of call centers is a corporate call center - a division of the company that interacts with customers through electronic communication channels. The well-known Andromeda systems (www.cnord.ru), Smart-Guard (www.gsmguard.ru), are examples of corporate call centers specializing in the provision of security and a number of information services using GSM networks of regional operators. "Caesar Satellite" (www.csat.ru) and a number of others.

The disadvantage of such systems is the need to pay (for example, in the form of a monthly subscription fee) of services provided by the call center. In addition, with a large number of users, situations are possible where the call center operator is not able to timely process all requests coming to him. Limiting the number of clients served by one operator can make such services unprofitable for a call center as a commercial entity.

These shortcomings are partially eliminated in the security alarm system according to GB patent No. 2385746, H04M 11/04, G08B 25/10. The procedure for the operation of this system includes:

- receiving from a remote subscriber terminal a message containing identification features of this remote subscriber terminal, for example, the number of the telephone installed on it;

- extracting identification signs from the received message and recording them on the guarded object in the information storage unit about the remote subscriber terminal;

- detecting an alarm event using a set of detectors and transmitting the corresponding notifications to the processor;

- contact, in the event of an alarm event, to identification signs stored in the information block of the remote subscriber terminal, for example, to the phone number installed in the apartment adjacent to the guarded one;

- sending an address via a standard communication network to a remote subscriber terminal of an alarm message, in accordance with the above identification signs, for example, transmitting a voice alarm message or SMS using the telephone number of a remote subscriber terminal recorded in the memory unit.

It is understood that the remote subscriber himself, regardless of the security unit, can take the necessary quick response measures, for example, call and call a patrol outfit from the nearest on-duty unit to the apartment from which an alarm message arrived.

The specified system is the closest analogue of the present invention.

It contains a transmitting module installed on the guarded object, intended for transmitting alarms via a standard communication network to a remote subscriber terminal, for example, to a telephone of a stairwell in a multi-apartment building or as a guard of a summer cottage, a processor designed to control operations performed by the specified system, a unit storing information about the telephone number of the remote subscriber terminal, as well as detectors installed at the guarded object and designed to detect traffic vozhno events. A feature of this system is the presence in it of a receiving module of a standard communication network, designed to receive a signal from a remote subscriber terminal of a standard communication network containing the identification signs of a remote subscriber terminal and fix them using a processor. In the event of an alarm event, an alarm message is sent to the above-mentioned remote subscriber terminal. However, this technical solution is not free from disadvantages. They are as follows:

- Between the moment of receiving from the remote subscriber terminal a message containing the identification signs of this terminal, for example, a phone number, and the moment of sending an alarm message to it, a significant amount of time may pass for which the remote subscriber can change his location. When receiving an alarm message, this subscriber may be absent or in an inadequate state. In this case, the alarm message sent from the protected object will not find its addressee and timely response to the alarm event will become impossible;

- communication over standard communication networks is very vulnerable to deliberate interference that can be put by attackers, therefore, like any other system using such a network, this system is not able to perform a security function efficiently enough;

- even with the timely response of the remote subscriber to the alarm notification and notification of the threat to any law enforcement agency, for example, to service 02, there is no guarantee that the mobile response forces will arrive on time, no. In large cities, this is primarily due to the problem of traffic jams, which is chronic in them.

The combination of these factors causes the main drawback of the closest analogue to the low reliability of technical equipment, which results in unpredictability and, as a rule, unacceptably long response time to requests (primarily alarming notifications) received from the facility. This, in turn, leads to low functional reliability of the entire security system.

The present invention is directed to addressing the above disadvantage of the closest analogue. The expected technical result is to increase the functional reliability of the closest analogue. As you know, functional reliability is one of the most important characteristics (properties) of technical systems, defined in the general case as "the property of an object to keep in time, within established limits, the values of all parameters characterizing the ability to perform the required functions in given modes and application conditions" (R. Shubin A. "Reliability of technical systems and technological risk": a manual, publishing house of FSBEI HPE "TSTU", 2012, p.4). With regard to technical security systems, the class of which the declared corporate call center belongs to, functional reliability is defined in the same way - as "the target property of the security system provided by software and hardware means to keep in time within established limits the values of all parameters characterizing its ability to perform the assignment function, for example, a criminal attack on an object "(Guidance document RD 25.03.001-2002" Security and safety systems of objects ", terms and distribution, TC 439 Gosstandart of the Russian Federation, M. - 2002, p.2.13.2, p.12).

The subject of the invention is a corporate call center for guarding and information services of a group of objects, containing an object alarm complex installed on each object, made with a microprocessor, a control panel and built-in detectors, an object terminal of a standard communication network connected to a microprocessor of an object alarm complex, a terminal operator’s standard communication network, as well as a digital notification processing unit, made with a processor, while external the formation inputs of the microprocessor of the object alarm complex are connected to the contacts used to connect the loopbacks of external detectors, alarm and other information sensors, characterized in that a transmitting module of the internal radio network for transmitting information, the input of which is connected to the radio output of the microprocessor, is inserted into each object complex of the alarm system the output is the radio output of the object complex alarm system, and at a distance of walking distance from the guarded group For example, in the room of the reception or concierge duty room, there is a receiving module for the internal radio network for transmitting information, the output of which is connected to the radio input of the processor of the aforementioned block of digital processing of notices, a device for automatic dialing and a unit for recording and storing information and reference data, while the inputs and outputs of the unit recording and storing information and reference data and the terminal of a standard operator communication network are connected to the corresponding outputs and inputs of the processor of the digital notification processing unit , Input devices for a call-connected to the signal output of the digital processing unit of notification, and an output coupled to a control input terminal standard communications network operator.

A particular significant feature of the invention is the implementation of a digital notification processing unit with the ability to enter data and display text and graphic information.

The essence of the invention is illustrated in the drawings.

Figure 1 shows the General structural diagram of the proposed corporate call center for security and information services of a group of objects.

Figure 2 shows the structural diagram of the object complex alarm system.

Figure 3 shows a block diagram of a digital notification processing unit.

The following notation is used in these figures: 1 - object alarm system; 2 - transmitting module of the internal radio network for transmitting information; 3 - receiving module of the internal radio network for transmitting information; 4 - terminal of a standard operator communication network; 5 - device for auto redial; 6 - block digital processing of notices; 7 - block recording and storage of information and reference data; 8 - object terminal of a standard communication network; 9 - built-in detectors; 10 - microprocessor; 11 - processor; 12 - data input unit; 13 - display unit; 14 - control panel.

The proposed corporate call center for the protection and information services of a group of objects contains an alarm system object complex 1 installed at each object, made with a microprocessor 10, a control panel 14 and built-in detectors 9, as well as an object terminal 8 of a standard communication network connected to the object microprocessor 10 complex 1 alarm. The system under consideration also contains a digital notification processing unit 6, made with a processor 11, while the external information inputs of the microprocessor 10 of the alarm alarm complex 1 are connected to the contacts used to connect the cables of external detectors, emergency and other information sensors. Each object complex 1 alarm contains, in addition, a transmitting module 2 of the internal radio information transmission network, the input of which is connected to the corresponding output of the microprocessor 10, and the output is the radio output of this object complex 1 alarm. At a distance of walking distance from the guarded group of objects, for example, in the room of the duty on the porch (concierge), which is the call center operator, a receiving module 3 of the internal radio information transmission network is installed, the output of which is connected to the radio input of the processor 11 of the aforementioned block 6 of digital notification processing, device 5 for auto redial, block 7 for recording and storing information and reference data and terminal 4 of the operator’s standard communication network. The inputs and outputs of the unit 7 for recording and storing information and reference data and the terminal 4 of the operator’s standard communication network are connected to the corresponding outputs and inputs of the processor 11 of the digital notification processing unit 6, the input of the automatic dialer 5 is connected to the signal output of the processor 11 of the digital notification processing unit 6, and the output is connected to the control input of terminal 4 of the operator’s standard communication network.

Moreover, the digital notification processing unit 6 comprises a data input unit 12 and a display unit 13, the output and input of which are connected to the corresponding input and output of the processor 11.

The alarm system object complexes 1 included in the inventive corporate call center, each of which includes a microprocessor 10 with a control panel 14 and integrated detectors 9 are identical to the corresponding nodes of commercially available GSM alarms, for example, the TAVR (TAVR-2) system (www .altonika.ru. Catalog "Radio-channel security systems", "Altonika", p.28). The built-in detectors 9 used in these alarms, for example, infrared volume sensors, are typical technical means of security and fire alarms available on the commercial market (see, for example, Bolid Catalog, Autumn 2008, www.bolid.ru).

The operator’s room is also equipped with well-known technical means. So, the processor 11 included in the digital processing unit 6, configured to connect to a standard, for example, a GSM communication network and to a personal computer with information and reference data bases, a display unit 13 and a data input unit 12, for example, a keyboard, is typical functional units of the monitoring station (see, for example, www.serg-oa.ru/technologies/pcn).

The internal radio transmission network of information, including a transmitting module 2, which is installed in the alarm alarm object complexes 1 and a receiving module 3, which is part of the equipment installed in the operator’s room, although they are, thanks to the implementation of the patented hopping technology, specific functional units ( patents RU No. 2265250, G08B 25/08, G08C 15/00, RU No. 2278415, G08B 25/10, G08B 29/12, H04B 1/713 and a number of others) have already received quite widespread over the past 5-6 years. The indicated transmit-receive units are implemented, in particular, in the commercially available RIF STRING radio channel notification transmission systems RS-202 and RS-201 (certificates of conformity ROSS RU. ME96.H00513, SSPB.RU.OP019.N00259).

As the aforementioned device for automatic dialer 5, for example, the device according to the patent “Telephone device for automatic dialer", RU No. 2054814, H04M 1/26 or any similar product commercially available can be used.

As the object terminal 8 and terminal 4 of the operator’s standard communication network, standard modules of GSM, LAN, or regular telephone line communication channels can be used.

Thus, all the technical means used in the declared corporate call center for the protection and information service of a group of objects are well known and available in the commercial market. Therefore, the possibility of practical implementation of the call center in question is beyond doubt.

The corporate call center under consideration for the protection and information services of a group of objects works as follows.

For concreteness, we consider the task of security and information and reference services for a compact group of objects - apartments in an apartment building, equipped with object complexes 1 of an alarm system and object terminals 8 of a standard communication network. According to the proposed call center construction scheme (Fig. 1), each entrance is equipped with an internal radio information transmission network, including transmitting 2 and 3 receiving modules of the internal radio information transmission network. Each alarm complex 1 is equipped with a transmitting module 2 of the internal radio network for transmitting information, and a receiving module 3 of the internal radio network is installed in the duty room (concierge), which acts as the call center operator. It is important that this equipment is located within walking distance from the protected group of objects and within the radius of the internal radio network for transmitting information. For example, the specified operator serves only the apartments of the entrance where his premises are located (concierge room), or apartments in several more entrances of this house or in several nearby houses (microdistrict). In the same room are the terminal 4 of the operator’s standard communication network, a device 5 for dialer and a digital notification processing unit 6 with a unit 7 for recording and storing information and reference data. Thanks to terminal 4 of the operator’s standard communication network, the latter can dial up to various external subscribers (for example, to central monitoring stations, private security services, dispatch control desks, etc.), as well as to other call centers. In addition, in one of the entrances, also within walking distance and within the radius of the internal radio information network, there is a room for professional security guards. Communication with the indicated external subscribers can be carried out from each guarded object (apartment) - using the object terminals 8 of the standard communication network installed in them.

The function of the operator of the described call center is to respond to various kinds of alarm notifications that can be sent by alarm alarm object complexes 1, for example, messages about unauthorized exposure to a guarded object, about threats of fire, gas leak, water leak, etc. In addition, his duties may include the provision at the request of users of various kinds of information and reference services (ordering theater tickets, booking a hotel room, etc.).

The formation of notifications in the object complex 1 alarm (figure 2) is as follows.

When an outsider attempts to enter a protected zone, which in the case under consideration is an apartment or in case of any other alarm event that occurred in any of the protected zones, one or more alarm systems installed in the indicated complex 1 of the built-in detectors 9 and / or external detectors connected to it using loops. Alarm notifications from the built-in detectors 9 or loops are processed by the microprocessor 10 and are transmitted to the transmitting module 2 of the internal radio network 2 for transmitting information.

The alarm notifications transmitted to them are received in the concierge room by the receiving module 3 of the internal radio information network (Fig. 3). These messages are transmitted to the digital processing unit 6 - to the processor 11, to the control input of which the data input unit 12 is connected, and to the indicator output - the display unit 13.

Having received these notifications, the processor 11 generates a request to the information and reference data recording and storage unit 7, which sends the necessary code information from its memory to the processor 11. This package contains the identification data of the object from which the notification arrived (object identification number, section number and measuring the zones in which the alarm occurred, or the identification number of the user who performed the arming or disarming). In accordance with this code information and the code of the notification received, the processor 11 generates an alert command and an informational text message that is displayed on the screen of the display unit 13, for example, on the LCD screen. The apartment is armed and disarmed by the user using the control panel 14, which can be performed in one housing with a microprocessor 10 and a transmitting module 2 of the internal radio information network.

In addition to alarm notifications - about a change in the status of the security zone, information notifications that do not require the immediate response of the concierge and the transmission of relevant alarm messages via the internal radio information network and / or standard communication network can be sent from protected objects. These are notifications of the object being taken under protection and notifications of the disarming of the object, as well as requests from users for the provision of the above services.

It is important to note that the loss of operator’s communication with the alarm system 1 due to the effect of intentional interference will occur only if the interference is of a sufficiently high intensity, and in a certain fairly narrow frequency range, to which the internal object radio information network is tuned. As a rule, the installation of such interference by intruders is a much more difficult task than the production of interference by standard communication networks. This determines the high degree of noise immunity of the internal object radio network for transmitting information of the considered call center.

The required response of the operator (concierge) to the alarm notifications and information requests received by him is regulated by the requirements of the job descriptions. In any case, the concierge, using the terminal 4 of the operator’s standard communication network at his disposal, for example, a fixed or mobile phone, must contact one of the users of the alarm system 1, from which the message came.

If one of the users is at that moment in the guarded apartment, the fact that the concierge received a notice of penetration into this apartment can mean nothing more than a false alarm that occurred, for example, due to a false alarm of some detector (due to the difference mains voltage, sensor reactions to the movement of a pet, etc.). Or it may mean that upon entering the apartment, the user forgot to turn off the object complex 1 of the alarm, i.e. a so-called "disarming error" has occurred.

In principle, the concierge may not reach the user the first time. In this case, he should try to reach other users, for example, family members of the owner of this apartment or their proxies.

For this, the phone numbers of all users are pre-recorded in block 7 for recording and storing information and reference data. After the concierge dials the corresponding address code in the data input unit 12, the processor 11 generates a command by which the device 5 for dialer is automatically launched and the operator establishes a connection with one of the system users using the terminal 4 of the standard communication network. After establishing a connection with one of the users and obtaining sanction from him for a further response, the concierge will automatically dial the guards. Since they are located in the walking distance from the protected objects, and the concierge is always at his workplace according to the job description, the response time will be the minimum possible and to a much lesser extent than in the closest analogue, depend on the human factor.

As noted above, the described structure of building a corporate call center also allows providing residents with a variety of information and reference services. In particular, at the request of the residents of the house, the concierge can book hotels, arrange tourist tours, order air and train tickets, search for necessary goods in the distribution network, etc. It is important that to implement these capabilities no additional hardware is required. It is sufficient in advance to programmatically (like Google, Yandex, etc.) enter the necessary help information into the information-reference data storage unit 7 and use the corresponding known software application to display it on the monitor of the display unit 13.

Thus, by supplementing the known set of technical means common with the closest analogue, another set of known technical means and the proposed relationship between the complemented and known parts, the technical result is achieved - the functional reliability of the system can be significantly improved compared to other analogues, including the closest analogue.

The technical result achieved as a result of this addition is unexpected and somewhat illogical. Indeed, most experts in the field of technical security equipment have traditionally associated the increase in the functional reliability of remote control systems with the idea of centralization, which implies the creation of a unified monitoring center covering the entire serviced security zone (city, region) and the use of mobile response tools coordinated from the center. This logic is the basis for the entire development strategy of traditional systems of centralized protection - both state (HE) and non-state (ChOP) structures. In support of this, one can refer to the official website of the Main Directorate of Extra-departmental Security of the Ministry of Internal Affairs of Russia (http //: mvd.ru), where the task of "unification (enlargement) of the central monitoring and control center" is among the top-priority tasks of technical re-equipment of the service, and the number of automated notification transmission systems in central monitoring and control centers with mobile response forces up to 100%.

In the same application, a technical solution is proposed, as a result of which an increase in functional reliability is achieved, on the contrary, by disaggregating the PCA by introducing into the traditional scheme of constructing technical means for centralized protection of additional (intermediate) links, allowing to bring (at a distance of walking distance) reaction forces to objects protection. Thanks to this, it becomes possible to refuse the services of the mobile quick reaction forces and, as a result, to minimize the response time in large cities suffering from traffic jams. At the same time, without the use of any additional hardware, the reliability of the call center as a source of information and reference services for residents of protected objects is increased. Naturally, such a solution will be economically viable only for a certain type of protected real estate objects, namely for a set of compactly distributed objects, for example, apartments in modern apartment buildings with attendants on duty or concierges to whom the role of the operator of the system’s technical facilities can be delegated. Only if the technical solution proposed in this application is applied, the response forces can be placed nearby - in the walking distance zone and, unlike the mobile response forces, not depend on the situation on the roads. Although the proposed solution has the indicated limited application, it can turn out to be very effective and demanded by the general population of large cities, which differ from small cities and towns in a large number of apartment buildings and perpetual traffic jams. Thus, paragraph 24.5 can be applied to the proposed solution. 3 (4) of the Administrative Regulation approved by order of the Ministry of Education and Science of Russia dated October 29, 2008 and registered by the Ministry of Justice of Russia No. 13413, which states that "the conditions of the inventive step correspond, in particular, to inventions based on the addition of a known means by any known part , upon reaching an unexpected result for such an addition, due to the relationship of the supplemented part and the known means. " In combination with the novelty and industrial utility of the proposed technical solution, it can be classified as an invention.

Claims (1)

Corporate call center for the protection and information service of a group of objects, containing an object alarm system installed on each object, made with a microprocessor, control panel and built-in detectors connected to the internal information inputs of the microprocessor, an object terminal of a standard communication network connected to an alarm system complex alarm system, a remote terminal of a standard communication network, as well as a digital notification processing unit made with a processor, the external information inputs of the microprocessor of the alarm system object complex are connected to the contacts used to connect the cables of external detectors, alarm and other information sensors, and its communication output is the output of the alarm system complex, characterized in that the internal radio transmission network and local a call center containing a receiving module of an internal radio network for transmitting information, the input of which is a radio input of a local call center NTR, a unit for recording and storing information and reference data, as well as the aforementioned unit for digital processing of notifications and a remote terminal of a standard communication network that provides communication with users and an autonomous security point in a group of protected objects (an apartment building), while the inputs and outputs of the recording unit and storing information and reference data and a remote terminal of a standard communication network are connected to the corresponding outputs and inputs of the processor of the digital notification processing unit, in each alarm system complex For signaling, a transmitting module of the internal radio network for transmitting information is installed, the output of which is the radio output of the object alarm complex, while the corresponding outputs of the microprocessor are connected to the control and information inputs of the transmitting module of the internal radio network for transmitting information.

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