2015 Fifth International Conference on Communication Systems and Network Technologies

Multi-Touch Helpdesk Management System with

Communication Enable
Deeba Khanam

Sunil Dhankhar

Department of Computer Science and Engineering

Swami Keshwanand Institute of Technology
Jaipur,Rajasthan, India
Email: diba.18k@gmail.com

Department of Computer Science and Engineering

Swami Keshwanand Institute of Technology
Jaipur,Rajasthan, India
Email: s2mdhankhar@gmail.com

AbstractThe research in this paper focused on the development of a general purpose helpdesk system on a multi-touch panel
for a collage or an institution. This system is implemented on
Multi-touch technology under NUI (Natural User Interface). The
developed helpdesk system would be able to help the guest and
in-campus persons without any kind of special training, just by
touching the surface or with usual hand gestures. Communication
Feature makes the helpdesk communicable enable via both
Wireless or network communication model and more powerful.
The application would be implemented on a table-top surface
which would support multi-touch technology. Making of such
system in cost effective manner is the major task to be done.
Dealing with hardware and software components and description
of protocols used are illustrated in this document.
Index
Terms-Touch,
Blobs,
surface
computing,
Helpdesk.NUI, HCI, GSM.

.
I. INTRODUCTION
Multi-touch technology is one of the fastest growing
technologies of making direct interaction with machine to
user. These technologies give the great advancement in
human computer interaction (HCI) that is included in most
of the leading technologies. The current project, Multi-Touch
gesture recognition based Helpdesk management system
has implemented the NUI (Natural User Interface) as the
mishmash of hardware and software within a single device.
The word Natural refers for direct touch as it eliminates
the use of un-natural things like mouse. Use of mouse
and keyboard is becoming past with its growth. Wireless
Communication i.e. GSM is the cellular technology used for
transmitting mobile voice and data services, and Client-Server
communication is fall under Networking area. Both the modes
of communication are served in this system that will support
Calling and Chatting via Client-Server and Messaging via
SMS (Short Message Service) of Wireless communication.
Objective of the research is to develop a multi-touch
supportive device for a helpdesk system for an institution
purpose. The system is fully functioned Helpdesk that is
made in cost effectively with easy function and complete
description. The very rst FTIR based multi-touch (low-cost
camera-based) was brought to us by J.Han in 2005. The
approach works for locating the point or to nd the point
978-1-4799-1797-6/15 $31.00 2015 IEEE
DOI 10.1109/CSNT.2015.175

of interaction of nger on screen. The another technique for

making multi-touch system was introduced as DI (diffused
illumination), it can be implemented in two ways front side
illumination and rear side illumination. In this chain of
multi-touch devices Microsoft Corporation also announced
its multi-touch version, as a surface in year 2006 which was
based on this technique, the MS Surface was capable of
working with more enhanced gestures and applications and it
looks like a coffee table.[1][2]
In the very rst section of this paper introduction to the
research and its motivation is stated. second section evaluates
various methods and related technologies, this section also
discuses about the novelty of idea. Section 3 focuses on
whole system overview by taking technological aspects in
consideration.Section 4 contains the communication part
and section 5 of this paper is again the system overview
but now taking the application i.e. Helpdesk System in
account. Next in section 6 result of this research is explained
with description of each and individual module. With the
conclusion in last section document reaches its end.
II. METHODS AND DISCUSSION
Development of multi-touch systems arrives at completion
from begging to end by using many techniques such as based
on touch type and technological aspect. Classication of
Methods that can be used to develop such system is given
in Table 1. Resistance based and capacitance based devices
have the difference in their way of touching the surface
as resistance based touch screen needs certain amount of
pressure for touch detection. [3] This paper focused on
optical phenomenon based techniques which has employed
for making this helpdesk system. Optical phenomenon based
techniques are: FTIR (Frustrated total Internal Reection), DI
(Diffused Illumination (Front and Rear)), LLP (Laser Light
Plane) etc. Tracing of blobs on the surface is ended by various
algorithms. This paper serves enough basic knowledge to
build ones own multi-touch surface system.
NOVELTY: This paper provides employment of HCI
technique in a general purpose application. This system also
includes many new features by means of image processing,
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Fig. 1. Multi-Touch System Overview

TABLE I
C LASSIFICATION OF T OUCH T ECHNOLOGIES
Sensor Based Technologies:

Computer Vision Based

Image Processing Based

Based on touch type

Diamond Touch, Smart

Skin, iPhone, FMTSID(Fast
Multiple-Touch-Sensitive
Input Device)
Purely Vision Based: Play
AnyWhere , Everywhere
Display Optical And Vision
Based: FTIR, DI, Microsoft
Surface
Touch Light
Resistive Touch And Capacitive Touch

GSM and Socket Programming (ClientServer Communication)

besides the technique named as Front illumination. Adding of
these features makes this device unique. The system can be
made vaster and complex as per the need by adding more and
more features and resources, this research made this system
friendlier enough as per requirement of public use with taking
aim to make a cost effective device. Now switch to current
helpdesk system, the technique which is used here is Front
illumination that is kind of Diffused illumination technique.
Front Illumination:Front illumination technique is also
called as Front side illumination and it is based on Diffused
illumination (DI) phenomenon[4]. The main idea is based
on light being diffused. In Front diffused illumination the
ambient light is used instead of infrared light source; here in
this project 6 Volt AC bulbs are used. When user touches the
screen it creates a shadow on the surface that is detected by
the camera.

In front illumination the diffuser is attached to the top of

the touch panel.
Illumination of diffuser by ambient light from cameras

point of view produces an uniformly colored rectangle.

When touching on the surface, shadow appears under the
ngertip since the ambient light cannot reach it.
Front illumination method is the kind of optical phenomenon that will caused by the lights placed on the
level of surface, that creates the illumination.

Fig. 2. FI(Front Illumination Method)

III. SYSTEM OVERVIEW AND COMPONENT

DESCRIPTION INCONEXT WITH MULTI-TOUCH
SYSTEM
Now, after understanding the technologies the question
arises, How It Works for this Surface? Whole Process starts
with the touch event generated on panel, When user creates
such an event i.e. a touch or so many touches, on the screen
the camera senses and captures the touch which is assumed as
the white control on the screen, white controls are referred as
blobs, these blobs are tested through many lters in Touchlib;
such as capture Filter, Background Filter, Highpass Filter,
Scalar Filter and Rectify Filter[5]. All lters are included in
image processing block in the g: 1.
These different types of lters make blobs detection easy and
accurate. Now the blobs are tracked and read by blob tracking

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placed surrounding the table, and this arrangement scheme of

bulbs would prevent the surface from shadow problem. There
is another type of whole in the center of bottom of box to
t capture device, a camera in it. The camera is made xed
facing upward direction. Various hardware components which
have been used are:

TABLE II
B RIEF OVERVIEW OF SOFTWARE TECHNOLOGIES AND THEIR COMPONENT
Name of Technology
1.GSM (Global System For Mobile):

Related Software Component:

Related Hardware Component:
2.Client-Server Communication:

Related Software Component:

3.Image Processing/Filtering:

Related Software Component:

4. Multi-Touch Sensing

Related Software Component:

Description
GSM technology provides
communication via mobile
network, it enables user to
make call, send SMS and
more additional facilities.In
this Helpdesk system GSM
is employed to send messages when user needs to
talk urgently to the required
person and he is not replying messages in chat.
Virtual Serial Port Driver,
Hyper Terminal.
USB to Serial converter Cable, GSM Modem.
Client-server
communication system provides
a mean of two-way
communication
via
socket
programming.
In this system it enables
communication
between
helpdesk users (Client)
with
administrative
person (Server), which
is connected directly with
the application that is
running on another system.
It is based on TCP/IP
socket programming.
Visual Basic 6.0 (For
Socket Programming)
Image processing is applied for blob tracking using Touchlib software and
for making better view of
images of image gallery.
VideoOcx
Library.
(VideoOcx library is used
to change the threshold
value to make better
detection of blobs on the
surface.)
Multi-touch sensing technologies help to make the
system compatible to work
with the multi-touch environment.
Touchlib Beta

A GSM modem which is used to make call and sending

text messages via the Helpdesk system.
A USB to Serial converter, for connecting the modem to
the computer.
Camera, as capturing device.
6 volt AC bulbs, as light source.
A simple glass sheet of size 1212 inches, as touch panel.
Rice paper, as a diffuser.

B. SOFTWARE COLLABORATION AND TECHNOLOGIES:

Once hardware setup is completed, the whole software
components of the system are ready to embed with the
hardware to implement the collaboration. Touchlib beta
software is used for making the glass panel multi-touch
sensible. Software provides a way to make easy and fast
making of multi-touch systems. After completing the hardware
setup and settings of Touchlib the system is prepared to
work. Other software and technologies that have been used
to make this system are given with brief overviews of all
the technologies and their related software and hardware
components that are useful in making this helpdesk system
are given in table II.
C. Outputs of Different Software Components
This section describes the working outputs of various
software technologies that are being used in development of
multi-Touch surface. These output would clears that how each
and every component is contributing and about their need.
Touchlib Output: Touchlib provides all necessary image
processing lters for better detection and view of blobs on
screen that works as very useful information for camera to
decide for the acceptation of valid and accurate touch and
then to provide response according to that touch[6].
These lter outputs shows the rectication and blob detection
phases. There are ve types of lters say Capture, Background,
Highpass, Scaler and Rectify and by adjusting the values of
these lter the blobs are made clear so that camera could
detect those touches as valid touch event. The output of
diffrent lters is shown in g3.
VideoOCX Output: VideoOCX library for Visual Basic 6.0
is an ActiveX control that helps to make better the touch by
applying the image processing on it so that camera captures
the image of better quality. The threshold value is adjusted
according to need so that it makes blobs more clear. This
output window gives the proper appearance of blobs on the
touch panel. Using VideoOCX has the advantage of working
with motion picture so camera captures the moving touch
gestures and those are further corrected by OCX library so

system. The result of blob tracking system is redirected

to the touch panel. Where the touch panel makes the
Helpdesk enable to take actions. Each next touch on surface
repeats the whole process and respected actions are performed.
A. HARDWARE SETUP:
In hardware setup module, before getting started all the
equipments have tasted as per the requirement of surface,
now to provide the touch panel its base, a wooden box is
prepared that will hold the screen. Wooden box is made in
such a way that it includes a frame of small holes to hold
AC bulbs in it. Bulbs acts as ambient light source, they are

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Fig. 5. Client Server communication

vided to accomplish additional queries that are not available

in application database by direct concern. It is a Client server
communication system based on TCP/IP Socket programming.
Client machine need to know the port number and IP address
of each server machine to setting up the connection. IP address
is a 32 bit numeric address that a unique identier which uses
TCP/IP protocol route messages to application, and port no is
a logical address which is assigned to each communicating
application; it is 16 bit integer which is assigned by OS,
manually by user and set by default in applications. Port
number allows client application to start session and send
response to client machine[8].
Fig. 3. Outputs of Different Filters

B. GSM Communication Module:

GSM (Global System for Mobile Communication)
is the wireless communication technology. To establish
communication using GSM system it requires some extra
hardware and software components[9]. GSM modem and its
connection with system are shown by yellow circle in Fig: 7
(b). One side of USB to Serial converter cable is attached in
RS-232 port of computer than other side is connected with
modem. A SIM is inserted in the modem as network provider.
After setting up this connection software conguration is
done through Virtual Serial Port driver and COMM port of
Visual Basic. Now the GSM system is ready to work with
application software of Helpdesk[10].

Fig. 4. Outputs of VideoOCX Blob Detection window

that it gives the precise output. The output of VideoOCX

Blob Detection is shown in g 4.
IV. COMMUNICATION MODES
Communication is the exchange of information between two
end points, these end points may be connected through any
method of communication such as wireless communication,
wired communication and Chat-Server Etc. the modes which
are used in this systems are wireless communication and
Client-Server communication i.e. Networking method[7].

V. SYSTEM OVERVIEW IN CONTEXT WITH

HELPDESK MANAGEMENT SYATEM
In present age of Touch technology, Multi-Touch technology
is the result of revolution and demand in this area. This
technology has made human computer interaction more
advances. This Multi-Touch Helpdesk system is an example
of such revolutionary systems. It provides a new way to
the older helpdesk systems present in collages, user would
be able to help himself through this system. He can get
any information about the particular institution including
personal counseling with faculties using chat server or GSM
communication system. Helpdesk provide various more
features for its users which makes unique:

A. Chat Server:

This section of the system adds the Networking and wireless

feature in the application. Chat server is Default option pro-

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It contains all information regarding the collage and

contact detail of each administrative person.

Fig. 6. Multitouch System for Helpdesk Management System

It provides full help concerning to collage (with text and

image), so there is no compulsion of present of any
human in helpdesk department, user can help himself
with enjoyment and new experience.
It contains a user guide Helpdesk guide for new users or
outsiders, so there is no need of any kind of training for
its use.
It contains full map to each department with video guide,
in Find Way option.
If a user wants to contact with any faculty or administrative person, he can choose between two alternative ways:
By Chat server and By GSM communication system or
both.

Fig. 7. Server Chat Application

A. Server Chat Application Interface

Chat server offers its user more relaxation while using it,
if he Wants to have meeting or personnel counseling with
any faculty member regarding his problem, he can contact
him directly at any time. The GUI of Server chat application
is illustrated in Fig7. The image in Fig: 6 is the home
screen GUI of helpdesk system application. All the available
options on helpdesk are shown in above image. One just
needs to touch and result will be on screen, so without any
receptionist, work can be done smartly.
Advantages of using Multi-touch GRH Management system:

It is a better alternative to overcome the absent of receptionist problem by eliminating the compulsion of having
a receptionist unlike in traditional helpdesk systems.
It saves more time and need less effort.
Easy to use and provide quick response.

Cost effective
Compatible with Multi-Tasking environment.
User friendly environment.
VI. EXPERIMENTAL RESULTS WITH
DESCRIPTION

Implementation of the Helpdesk system on the touch table

is a wonderful experience for its users. This system is fully
functioning Helpdesk with extra features including calling
and messaging by only a single touch on the screen. The
hardware setup is given in the picture below.
Setup Description:
The wooden box in the image is act like a container or the
base that holds the camera on bottom, a glass sheet on upper
frame and bulbs also in upper frame i.e. same plane as glass
sheet. GSM modem is connected through USB to Serial
Converter cable externally i.e. not xed permanently with
table. Now after attaching all the stuff along with CPU the

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system is prepared for working.

Application Description: Camera based helpdesk designed
for multi touch technology offers a better way with novelty
to deal with all functions of an institutions Help and support
department, it can work for all type of users such as a
visitor, student, or any in-campus person. It concentrate
mainly on requirements for a person who is seeking for the
institutions non-administrative tasks.This human machine
interaction system reliably provides all responses to requester
by Understanding his queries.
Technological Description: When talk about technology

system that includes TCP/IP socket programming and runs on

two different systems as client machine and server machine.
There is a single client machine which is attached with
helpdesk system while server application will be available on
each departments Head ofce. There are many features are
achieve by using this scenario like to receive appointment
message, send response message etc.
GSM Communication Module: IT is added to provide extra
care to user by offering an alternative in case of no response
from chat server. It helps to communicate between user and
administration to solve-out problems of user with respect
to institute.[11]This experiment gives a very new concept
of using the multi-touch device for collage purpose i.e. in
general use. It will enhance the use and understanding of
such system. Resulting system of overall research is shown
in the Fig: 8(a) and (b).
VII. CONCLUSION
This research manuscript on implementation of Helpdesk
application on Multi-touch panel gives a low cost, reliable and
secure multi-functioning system with new added features. The
Front illumination approach, in this paper, for making multitouch device has reached to its goal. Helpdesk Management
System is developed in Visual Basic 6.0, which includes all
the required features and fully functioned helpdesk system.
Overall performance of the system is noticeable and good
experience of research work.
R EFERENCES
[1] Rong Chang, Feng Wang* and Pengfei You , A Survey on the Development of Multi-touch Technology, Asia-Pacic Conference on Wearable
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Florian Echtler, Peter Brandlz, Laurence Mullern, Florian Daiber,Otmar
Hilliges, Markus Loechtefeld, Tim Roth, Dominik Schmidt, Ulrich von
Zadow, DFKI GmbH, Building Interactive Multi-Touch Surfaces, German Research Center for Articial Intelligence D-66123 Germany , 2009.
[3] Xiang Li, Yongtian Wang, Yue Liu, Jinghui Xie , Analyzing Algorithm of Multi-Camera Multi-Touch System for Educational Application,
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[4] Timothy Hoye and Joseph Kozak , TOUCH SCREENS: A PRESSING
TECHNOLOGY, University of Pittsburgh, Tenth Annual Freshman Conference,2010.
[5] L.Y.L. Muller, Multi-touch displays: design, applications and performance evaluation, at the Universities van Amsterdam,2nd July 2008.
[6] Nichols, Steven J. Vaughan, New Interfaces at the Touch of a Fingertip
, IEEE IEEE Society,August. 2007: 12-15.
[7] Muhammad I. Ibrahimy and S. M. A. Motakabber, TCP/IP Based
Networking for Telemedicine , International Journal of Computer and
Communication Engineering, Vol. 2, No. 6,November 2013.
[8] Limi Kalita, Socket Programming , (IJCSIT) International Journal of
Computer Science and Information Technologies, Vol. 5 (3),2014.
[9] H.EIkamchouchi, Ahmed EIShaffe, Design and Prototype Implementation of SMS Based Home Automation System , 2012 IEEE International Conference on Electronics Design, System and Application(ICEDSA),2012.
[10] Moe Rahnema, Overview of GSM System and Protocol Architecture
, in IEEE communincation magazine,April 1993.
[11] Mariusz Wzorek, David Landen, Patrick Doherty, GSM Technology as
a Communication Media for an Autonomous Unmanned Aerial Vehicle
, 21th Bristol UAV Systems Conference,April 2006.

Fig. 8. Resulted System (a) Shows the touch panel and the helpdesk window,
and (b) Shows touch panel and Touchlib window.

there is a single sentence may describe everything it has is

that it is a multi-Touch smart surface providing Multi-Tasking
environment.
Communication Description: There are two ways of having
communication through the system are using chat server or
using GSM communication system.
Chat Server: It is based on client-server communication

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