JP2004320276A - Business contact system and program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a business contact system and a program whereby even if a person in charge designated as an object of business contact cannot cope with its business instruction, the business contact can be transferred to the other person in charge. <P>SOLUTION: A management server 1 receives and acquires a 'present position', a 'surrounding sound', and a 'surround image' from each mobile terminal 4 to analyze the present status of shop clerks and registers the result of an analysis to a present status file in cross-reference with the shop clerks. In this state, the management server 1 discriminates whether or not a shop clerk designated as an object of business contact can cope with a business instruction by referencing the present status file, when the discrimination result indicates that the shop clerk cannot cope with the instruction, the management server 1 selects the other shop clerk and transfers the business contact to the mobile terminal 4 possessed by the other shop clerk. <P>COPYRIGHT: (C)2005,JPO&NCIPI

Description

[0001]
TECHNICAL FIELD OF THE INVENTION
The present invention relates to a business communication system and a program for transmitting a business communication instructing a person in charge to a portable terminal possessed by the person in charge.
[0002]
[Prior art]
Conventionally, a business communication system in which a business communication instructing a person in charge is transmitted to a portable terminal possessed by the person in charge, for example, a mobile communication system that is permitted to be used only by a safety manager at the work site 2. Description of the Related Art A site work monitoring system for performing business communication between a communication terminal and a host computer is known (see Patent Document 1).
[0003]
[Patent Document 1]
JP 2002-367062 A
[0004]
[Problems to be solved by the invention]
However, this kind of on-site work monitoring system performs business communication only with a safety manager at the work site.
By the way, in a large store, business communication between clerks is performed using a portable terminal such as in-store broadcasting or PHS. However, an urgent business communication to a clerk occurs and the clerk possesses the business. When a call is made to a mobile device, the call may not be noticed even if the ring tone sounds in a location with a lot of surrounding noise, or if the call cannot be handled due to a busy customer service, emergency contact will be delayed. That happens. Also, depending on the volume of the ring tone or the melody sound generated at the time of the incoming call, there is a case where the customer who is waiting on the customer is uncomfortable.
[0005]
An object of the first invention is to enable a business contact to be transferred to another person in charge even when a person designated as a target of the business contact cannot respond to the business instruction.
A second object of the present invention is to make it possible to change the notification mode at the time of the incoming call on the portable terminal side of the person in charge of the person designated as the object of the business communication according to the current situation of the person in charge. .
[0006]
[Means for Solving the Problems]
An invention according to claim 1 (first invention) is a business communication system for transmitting a business communication instructing a person in charge to a portable terminal possessed by the person in charge, wherein the person in charge designated as the object of the business communication Determining means for determining whether or not is in a state capable of responding to the business instruction; and selecting means for selecting another person in charge when the determining means determines that the state is incapable of responding. And a transfer means for switching another person selected by the selecting means as a contact and transferring the business contact to the portable terminal possessed by the person in charge.
Further, the present invention provides a computer with a program for realizing the main functions described in the first aspect of the present invention (the eighth aspect of the present invention).
[0007]
Therefore, according to the first and eighth aspects of the present invention, if it is determined whether or not the person in charge designated as the business contact is in a state capable of responding to the business instruction, if the person cannot respond, it is determined that another Was selected and the business contact was forwarded to the mobile terminal owned by the person in charge.For example, the person in charge was notified of the business contact by verbal or communication means, In the event of an unusual business contact, another person in charge can carry out the work instruction, etc., so that the work instruction can be smoothly communicated without delay and the efficiency of the entire work can be promoted. .
[0008]
The invention described in claim 1 may be as follows.
After transmitting the instruction notification to the portable terminal possessed by the person in charge designated as the target of the business communication, the determination means determines the person in charge based on whether the response from the terminal has been received within a predetermined time or not. It is determined whether it is in a state capable of responding to the business instruction (the invention according to claim 2).
Therefore, according to the second aspect of the present invention, in addition to having the same effect as the first aspect of the present invention, when there is no response within a certain time from the portable terminal of the person in charge designated as the object of the business communication For example, it is possible to determine that there is a situation where the surrounding noise is so intense that the call is not noticed or that the call cannot be accepted because the customer is busy, and the business contact can be transferred to another person in charge.
[0009]
The current position of the person in charge by accessing the portable terminal possessed by the person in charge, the surrounding sound that recorded the surroundings, of the surrounding image that recorded the surroundings, at least, provided an acquisition unit that receives and acquires any one of the information, The determining means determines whether or not the person in charge is ready to respond to a business instruction based on the current situation of the person in charge obtained by analyzing the information obtained by the obtaining means. 3).
Therefore, according to the third aspect of the present invention, in addition to having the same effect as the first aspect of the present invention, based on the current position of the person in charge, the ambient sound recording the surroundings, and the surrounding image recording the surroundings. Since it is determined whether the person in charge is ready to respond to work instructions, for example, the person in charge is not distant from the workplace due to a meal, etc. It is possible to accurately determine the current situation of the person in charge, such as whether he is in such a place, whether he is attending a customer, etc. based on the content of the conversation, the state of the customer image, and the like.
[0010]
A monitoring means for obtaining the current position of each person in charge by accessing the portable terminal possessed by each person in charge and monitoring the current situation of each person in charge based on the current position is provided. By comparing the current position of the person in charge designated as the object of the contact with the current position of each of the other persons in charge, another person in close proximity is selected (an invention according to claim 4).
Therefore, according to the invention of claim 4, in addition to having the same effect as the invention of claim 1, the present position of the original person in charge designated as the object of business communication and the current position of each other person in charge are Since another person in close proximity is selected by comparing the position with the person in charge, this is effective when the original person in charge is notified verbally that business contact has been made.
[0011]
By accessing the portable terminal of each person in charge, the surrounding sound recorded around each person in charge, the surrounding image recorded around the person, at least one of the information is received and acquired, and the acquired information is Monitoring means for monitoring the current situation of each person in charge based on the information, and the selecting means selects another person who can execute the work instruction by referring to the current situation of each person in charge (claim Item 5)). Therefore, according to the fifth aspect of the present invention, in addition to having the same effect as the first aspect of the present invention, each person in charge is based on a surrounding sound recorded around each person in charge and a surrounding image recorded around the person in charge. By grasping the current situation, another person who can execute the business instruction, such as a person who is available, can be selected.
[0012]
The selecting means selects another person having basically the same skill by comparing the skill of the person in charge designated as the object of the business communication with the skill of each of the other persons in charge (claim 6). Described invention).
Therefore, according to the invention of claim 6, in addition to having the same effect as the invention of claim 1, the skills of the original person in charge designated as the object of the business communication and the skills of the other persons in charge are Is compared, a different person having basically the same skill is selected, so that when another person acts on behalf of a work instruction, the work can be performed smoothly.
[0013]
The invention according to claim 4 (second invention) is a business communication system for transmitting a business communication instructing a person in charge to a portable terminal possessed by the person in charge, wherein the person in charge designated as the object of business communication Acquisition means for receiving and acquiring at least any one of the ambient sounds recorded around the person in charge by accessing the possessed portable terminal and the surrounding images recorded around the person in charge, and the acquisition means Determining means for determining the current status of the person in charge based on the information; and a person in charge of the portable terminal having the person in charge designated as the target of the business communication, the notification form of the incoming call being determined by the determining means. And an instructing means for instructing that an incoming call should be made in this notification mode.
Further, the present invention provides a computer with a program for realizing the main functions described in the seventh aspect of the present invention (the ninth aspect of the present invention).
[0014]
Therefore, according to the inventions of claims 7 and 9, the surrounding sound recorded around the person in charge by accessing the portable terminal owned by the person in charge designated as the object of the business communication, and the surrounding image recorded around the person in charge. Receiving and acquiring at least any of the information to determine the current situation of the person in charge, and the portable terminal having the person in charge designated as the object of the business contact, Is determined according to the current situation of the person, and the user is instructed to make an incoming call in this notification form.For example, if the user is in a place where the surrounding noise is so intense that the call cannot be noticed, It is possible to control the volume at the time of incoming call according to whether the customer image is being served from the state of the customer image, etc., or switch from notification by ringtone to vibration notification by vibration motor, Effective incoming call notification in line with the information becomes possible.
[0015]
BEST MODE FOR CARRYING OUT THE INVENTION
(1st Embodiment)
Hereinafter, a first embodiment of the present invention will be described with reference to FIGS.
FIG. 1 is a block diagram showing an overall configuration of a business communication system according to this embodiment.
This business communication system is a wireless LAN system built in a store, and a plurality of wireless access points 3 are connected to a management server 1 which forms the core of the business communication system via a local backbone network (wired LAN) 2. In addition, there is a system environment in which each mobile terminal 4 is wirelessly connected via this wireless access point 3. The mobile terminal 4 is a mobile communication terminal such as a PHS or a PDA owned by each store clerk (person in charge), and wirelessly communicates with the management server 1 via a wireless access point 3 as a relay device for performing packet exchange. Communication is performed. At this time, the management server 1 transmits a business communication instructing the clerk to the portable terminal 4 owned by the clerk.
In this embodiment, digitized (packetized) data is transmitted and received between the management server 1 and the mobile terminal 4 by, for example, an HTTP protocol using a TCP / IP communication protocol. The management server 1 has various server functions such as a Web server function and a database server function, and the mobile terminal 4 has a Web browser function.
[0016]
FIG. 2 is a block diagram showing basic components of the mobile terminal 4.
The CPU 401 is a central processing unit that controls the overall operation of the mobile terminal 4 according to an operating system and various application software in the storage device 402. The storage device 402 has a program storage area and a data storage area, and is configured by a magnetic, optical, semiconductor memory, or the like, and a drive system thereof. The recording device 402 may have a configuration in which a removable storage medium such as a CD-ROM or a DVD can be mounted in addition to a fixed memory such as a hard disk. The programs and data in the storage device 402 are loaded into a RAM (for example, a static RAM) 403 as necessary, or the data in the RAM 403 is saved in the storage device 402. The RAM 403 has a program execution area and a work area. On the other hand, a wireless communication device 404, an input device 405, a display device 406, a camera 407, a microphone 408, a speaker 409, and a vibrator 410, which are input / output peripheral devices, are connected to the CPU 401 via a bus line. CPU 401 controls these operations according to the following.
[0017]
The camera 407 is a high-quality still camera that converts a subject image into a digital image by using a CCD area sensor as an image pickup device. In this embodiment, the surrounding area is also used for continuously photographing the surrounding area of the store clerk for several seconds and reporting the surrounding image to the management server 1 as the current state of the store clerk. In this case, even when the portable terminal 4 is stored in the clerk's breast pocket, the camera 407 is provided at the upper end portion of the terminal body protruding from the breast pocket so that the front periphery of the clerk can be photographed. is set up.
[0018]
The microphone 408 and the speaker 409 constitute a call function. The incoming call adjusting unit 411 generates a ring tone from the speaker 409 at the time of an incoming call, activates the vibrator 410 to generate a vibration, and generates a ring tone. Control of the sound volume and the like. Further, in this embodiment, the surrounding sound is recorded for several seconds by the microphone 408, and the microphone 408 is also used when the surrounding sound is reported to the management server 1 as the current situation of the clerk.
Further, each mobile terminal 4 is provided with a position detection function for detecting the current terminal position via each adjacent wireless access point 3, and the current position of the terminal detected by this position detection function is The current status of the clerk is reported to the management server 1.
[0019]
Note that the management server 1 also includes a CPU, a storage device, a RAM, a communication device, an input device, and a display device, which are the respective components of the above-described portable terminal 4, and thus the illustration thereof is omitted. The management server 1 periodically receives and acquires “current position”, “ambient sound”, and “ambient image” transmitted and reported from each portable terminal 4 as a current situation by sequentially accessing each portable terminal 4. The current situation of each clerk is determined based on the "current position", "ambient sound", and "surrounding image", and is stored and managed for each clerk. In a state where the current status of each clerk is updated and managed at regular intervals, the management server 1 transmits a business communication instructing a certain clerk to the portable terminal 4 owned by the clerk. Based on whether or not a response is received from the mobile terminal 4 within a predetermined time, it is determined whether or not the clerk is in a state capable of responding to the business instruction, or the business instruction is performed by referring to the current situation of the clerk. It is determined whether or not it is in a state in which it is possible to respond to the request. If it is not possible to respond to the request, another clerk is selected and the business contact is transferred to the portable terminal 4.
[0020]
FIG. 3 is a diagram showing the contents of the person in charge file 11 provided on the management server 1 side.
The clerk file 11 stores and manages information and the like relating to the work for each clerk. For each clerk, “clerk ID”, “terminal address”, “charged work place”, “detailed work content”, “others” And "transfer destination information".
The “clerk ID” is identification information for identifying each clerk, the “terminal address” is a communication address for calling the mobile terminal 4 possessed by the clerk, and the “charged work place” is, for example, the first The business place that the store clerk is in charge of, such as a sales floor (women's clothing), etc., and the “detailed work contents” are, for example, operations that the store clerk is in charge of, such as operation of an electronic cash register (cash register operation), customer service, and ordering. The “other skills” indicate other skills that the store clerk has besides “business contents” such as, for example, product knowledge (women's clothing), sales floor management, and the like. When the clerk specified as the business contact cannot respond to the business instruction, the `` transfer destination information '' is set to a location close to This is information for arbitrarily specifying, for example, whether to transfer to another clerk who is present or to a clerk having the same skill.
[0021]
FIG. 4 is a diagram showing the contents of the current status file 12 provided on the management server 1 side.
The current status file 12 stores and manages the current status of each clerk, and has a configuration in which each clerk has items of “clerk ID”, “current location”, and “current status”. I have. “Current location” is location information determined based on the terminal position detected by the mobile terminal 4, and “1st sales floor”, “2nd sales floor”, etc. are set when a clerk is working. If the clerk is in the middle of lunch, "canteen" and the like are set. The “current situation” is information indicating what the clerk is currently doing, such as during customer service, ordering, inventory, patrol in a store, register operation, and the like.
[0022]
Next, an operation concept of the business communication system according to the first embodiment will be described with reference to flowcharts shown in FIGS. Here, the functions described in these flowcharts are stored in the form of readable program codes, and sequentially execute operations according to the program codes. Further, the operation according to the above-described program code transmitted via the transmission medium can be sequentially performed. The same applies to other embodiments described later, and an operation specific to this embodiment can be executed using a program / data externally supplied via a transmission medium in addition to a recording medium.
[0023]
FIG. 5 is a flowchart showing a current situation registration process that the management server 1 starts to execute periodically (for example, every few seconds), and FIG. 6 is a flowchart showing the entire operation of the mobile terminal 4.
First, the management server 1 checks whether or not an update timing for registering and updating the current status of each clerk has been reached (step A1). If the update timing has not been reached, the process exits this flow. If so, one of the clerks is selected one by one (step A2), the “terminal address” corresponding to the clerk is read from the clerk file 11, and a status confirmation request is transmitted to the mobile terminal 4. (Step A3), and waits for a response from the portable terminal 4 (Step A4).
[0024]
Here, in the portable terminal 4 side, when receiving a status confirmation request from the management server 1 (step B2) in the incoming call waiting state (step B1), the microphone 408 is operated to record the ambient sound for a certain period of time (step B2). Step B3), the camera 407 is operated to photograph the surroundings for a predetermined period of time, and the surrounding images are recorded (step B4). Next, the current position of the terminal is detected and temporarily stored by operating the position detection function (step B5). When the “current position”, “ambient sound”, and “surrounding image” obtained in this manner are obtained, they are read and transmitted to the management server 1 (step B6).
[0025]
When the management server 1 receives and acquires the “current position”, “ambient sound”, and “ambient image” transmitted from the mobile terminal 4 in a response waiting state after transmitting the status confirmation request (step A4) ( Step A5) Analyze the current situation of the clerk based on the "current position", "surrounding sound", and "surrounding image" (step A6), and associate the analysis result with the clerk to associate with the current situation file 12 (Step A7). In this case, the location where the clerk is currently located is analyzed based on the “current location”, and “first sales floor”, “second sales floor”, “canteen”, etc. are registered in “current location” in the current status file 12. Or the current situation of the clerk is analyzed based on the “surrounding sound” and the “surrounding image”, and the “current situation” in the current situation file 12 is changed to “receiving customer service”, “ordering work”, “inventory inventory”. "," In-store patrol, "" register in operation, "and the like.
After the data update for one clerk has been executed in this way, it is checked whether or not the update for all clerks has been completed (step A8). The operation is repeated (steps A2 to A8).
[0026]
FIG. 7 is a flowchart showing a business communication process on the management server 1 side.
First, the management server 1 fills in necessary information in a prepared contact form to create a business contact (step C1), and then a clerk who is the transmission destination (contact address) of the business contact selects and designates the business contact. When this is done (step C2), a data sheet relating to the clerk is displayed and output (step C3). After the operator confirms the contents of the data sheet and instructs the operator to send a business communication (step C4), the management server 1 reads out the "terminal address" corresponding to the clerk from the staff file 11 and reads the "terminal address". A call connection is made to the mobile terminal 4 (step C5). Here, if there is a response immediately from the portable terminal 4 possessed by the clerk (step C6), a business communication is transmitted to the portable terminal 4 (step C16), but if there is no response from the portable terminal 4 (step C16). (NO in C6), it is checked whether a predetermined time has passed since the calling (step C7).
[0027]
Here, if the predetermined time has not elapsed, the current situation file 12 is accessed to read the current situation corresponding to the clerk (step C8), and based on the current situation, the clerk enters a state in which the clerk can respond to the job instruction. It is checked whether or not there is (step C9). Here, for example, during inventory, ordering, in-store patrol, and the like, it is determined that it is possible to respond (NO in step C10), and the process returns to the response waiting state (steps C6 and C7).
On the other hand, if the certain time has elapsed (YES in step C7) or even before the certain time has elapsed, if the clerk who is the contact address is, for example, leaving the workplace, being in service, operating a register, or the like, That is, if it is determined that the clerk is in a state where it is impossible to respond to the job instruction (YES in step C10), the clerk file 11 is accessed and the “transfer destination information” corresponding to the clerk is accessed. Is read out (step C11).
[0028]
As described above, this "transfer destination information" may be transferred to another clerk who is close to the location to transfer the business communication to another clerk, or to the clerk who has the same skill If the “transfer destination information” is “a nearby clerk”, the corresponding person is searched by referring to the “current location” in the current status file 12. If the "transfer destination information" is "the clerk of the same skill", the corresponding person is searched for by referring to "business contents" and "other skills" in the person in charge file 11 (step C12). . As a result, if the corresponding person does not exist (NO in step C13), the process is performed as an error (step C15). If the corresponding person exists, the “terminal address” corresponding to the clerk is read from the person in charge file 11 and read. A call connection is made (step C14). Then, the process returns to step C6. In this case as well, when there is no response within a predetermined time (YES in step C7) or when the clerk cannot respond to the business instruction (YES in step C10), another process is performed. A clerk is selected to make a call connection (steps C11 to C14), and the above operation is repeated thereafter. As a result, if there is a response from any of the mobile terminals 4, the business communication is transferred to the other clerk (step C16) on the condition (step C6).
[0029]
If the mobile terminal 4 has not received the status confirmation request from the management server 1 (NO in step B2 of FIG. 6), the mobile terminal 4 generates a preset ringtone (step B7), and It is checked whether a business communication has been received from step 1 (step B8). If a business communication has been received, the contents of the communication are displayed and output (step B9). When a normal telephone call is received (NO in step B8), the telephone becomes communicable until the line is disconnected (step B10).
[0030]
As described above, in the first embodiment, the management server 1 determines whether the clerk specified as the target of the business communication is in a state capable of responding to the business instruction. Since another business clerk is selected and the business communication is transferred to the mobile terminal 4 possessed by the sales clerk, for example, the original sales clerk is notified of the business communication by verbal or communication means, When a business communication occurs, another clerk can execute the business instruction, and the business instruction can be smoothly communicated without delay, and the efficiency of the entire business can be promoted.
[0031]
In this case, if there is no response within a certain time from the portable terminal 4 possessed by the clerk designated as the object of the business communication, for example, the surrounding noise is so intense that the call is not noticed, It is determined that the situation cannot be met, and the business contact can be transferred to another clerk.
In addition, since it is determined whether the clerk is in a state capable of responding to the business instruction based on the current position of the clerk, the surrounding sound recording the surroundings, and the surrounding image recording the surroundings, for example, meals and the like The current situation of the clerk, such as whether the clerk is away from the workplace, is in a place where the surrounding noise is so intense that you do not notice the call, or is attending the customer based on the conversation contents and the customer image etc. It is possible to make an accurate judgment.
[0032]
Since the management server 1 compares the current position of the original clerk designated as the target of the business communication with the current position of each of the other clerks, it selects another clerk who is close to the distance. This is effective when verbal notification is given to the original clerk that the business contact has been made.
In addition, by grasping the current situation of each clerk based on the surrounding sound recorded around each clerk and the surrounding image recording the surroundings, it is possible to perform business instructions, for example, a clerk who is available, etc. Another clerk can be selected.
Furthermore, by comparing the skills of the original clerk with the skills of the other clerks, another clerk who has basically the same skills is selected, so when another clerk substitutes for the work instruction , It is possible to carry out the work smoothly.
[0033]
In the first embodiment described above, the management server 1 periodically receives the status confirmation request, receives and receives the “current position”, “ambient sound”, and “surrounding image” from the mobile terminal 4, and obtains the information of the clerk. The current situation is analyzed, and the result of the analysis is registered in the current situation file 12 in association with the clerk and the content is updated. However, the management server 1 issues a situation confirmation request every time a business contact is made. The “current position”, “ambient sound”, and “surrounding image” may be transmitted and received and acquired.
Alternatively, the state of the radio wave of each portable terminal 4 may be monitored to determine whether or not the mobile terminal 4 is ready to respond to a business instruction based on the state of the radio wave.
[0034]
On the other hand, a recording medium (for example, a CD-ROM, a floppy disk, a RAM card, or the like) in which a program code for causing each of the above-described units to be executed may be provided to the computer.
That is, a recording medium having a program code that can be read by a computer, a function of determining whether a person designated as a target of business communication is ready to respond to the business instruction, A function of selecting another person in charge when it is determined that the person is in the state, and a function of switching the selected other person in charge as a contact and transferring the business contact to the portable terminal owned by the person in charge. May be provided a computer-readable recording medium on which a program for realizing the above is recorded.
[0035]
(2nd Embodiment)
Hereinafter, a second embodiment of the present invention will be described with reference to FIGS. In the above-described first embodiment, it is determined whether or not the clerk designated as the target of the business communication is in a state capable of responding to the business instruction. If the state is not possible, another clerk is selected. The business communication is transferred to the portable terminal 4 possessed by the clerk, but in the second embodiment, the portable terminal 4 possessed by the clerk designated as the target of the business communication is further notified of the incoming call. The form is changed according to the current situation of the clerk. Further, in the above-described first embodiment, the business communication slip is created and displayed on the portable terminal 4, but in the second embodiment, the business communication is transmitted by a telephone call.
[0036]
In the second embodiment, the management server 1 also has a person-in-charge file 11, but does not have a current status file 12 that is periodically updated. Is transmitted to receive and acquire “ambient sound” and “ambient image”.
Here, basically the same components in both embodiments are denoted by the same reference numerals, and the description thereof will be omitted. In addition, the following mainly describes the features of the second embodiment.
[0037]
FIG. 8 is a flowchart showing the operation of the management server 1 when making business communication, and FIG. 9 is a flowchart showing the operation of the management server 1 in response to a call from the management server 1.
First, when making a business contact, the management server 1 selects and designates a clerk who is a destination (contact) of the business contact (step D1), and a data sheet relating to the clerk is displayed and output (step D2). After the operator confirms the contents of the data sheet and instructs the operator to send a business communication (step D3), he accesses the person in charge file 11 to read out the "terminal address" and checks the status with the portable terminal 4. A request is transmitted (step D4).
Here, when the portable terminal 4 receives a status confirmation request from the management server 1 in the incoming call waiting state (step E1 in FIG. 9) (step E2), the portable terminal 4 activates the microphone 408 to record the ambient sound for a certain period of time, and (Step E3), the camera 407 is operated to photograph the surroundings for a predetermined period of time, and the surrounding images are recorded (Step E4). Then, the “surrounding sound” and the “surrounding image” are transmitted to the management server 1 (step E5).
[0038]
When the management server 1 receives and acquires the “ambient sound” and the “ambient image” transmitted from the mobile terminal 4 (step D5 in FIG. 8), the clerk based on the “ambient sound” and the “ambient image” Is analyzed (step D6), and it is determined whether or not it is necessary to change the notification mode at the time of incoming call by discriminating "in service", "operating the register", loudness of noise, and the like. (Step D7). For example, the presence or absence of a customer is determined based on a voice or image at the time of a customer reception, or it is determined whether or not the user is working in noise based on a register operation sound or a machine sound at the time of ordering work. In this case, when there is no customer reception and no noise, it is not necessary to change the notification mode at the time of incoming call, so that a call is made to the portable terminal 4 as usual (step D8). If the customer is in service or working in the noise, it is determined that the notification mode at the time of the incoming call needs to be changed, and the notification mode is changed according to the current situation (step D9). ).
[0039]
For example, if a customer is in service, a vibration is generated instead of a normal ringtone.If the customer is not in service but is operating a register or in a place with a lot of noise, the volume is raised more than the normal ringtone. While generating vibration. In addition, when a customer is in service, a specific melody sound may be generated instead of the normal ringtone melody, and the form of notification may be changed to any notification form such as increasing or decreasing the vibration level. Is optional.
After selecting and changing the notification mode at the time of the incoming call in this way, the management server 1 calls the mobile terminal 4 (step D10), and also issues a request to change the notification mode at the time of the incoming call. The data is transmitted to the mobile terminal 4 (step D11).
[0040]
Then, the management server 1 checks whether or not there is a response from the mobile terminal 4 (step D12). If there is no response, the management server 1 checks whether or not a certain time has elapsed since the calling (step D13). Then, the process waits until the process is completed (steps D12 and D13). If there is a response before the predetermined time elapses, business communication is performed by telephone call until the line is cut off (steps D17 and D18). If there is no response even after the predetermined time elapses (step D13). YES), it is determined that the clerk is in a state where it is impossible to respond to the work instruction, and the clerk file 11 is accessed to select another clerk (step D14). If not (NO in step D15), processing is performed as an error, but if there is an appropriate person, a call connection to the portable terminal 4 is made (step D16).
[0041]
Then, the process returns to the step (step D12). In this case, if there is no response within a predetermined time (YES in step D13), another clerk is selected (step D14). Is repeated. As a result, if there is a response (step D12), business communication is performed with the other clerk until the line is disconnected (steps D17 and D18). Also in this case, similarly to the first embodiment described above, the clerk file 11 is accessed to read the “transfer destination information” corresponding to the clerk, and to transfer the business communication to another clerk, The search for the person may be performed according to whether the transfer is to another clerk in a nearby place or to a clerk having the same skill.
[0042]
On the other hand, when the mobile terminal 4 does not receive a status confirmation request from the management server 1 at the time of an incoming call from the management server 1 (NO in step E2 in FIG. 9), the mobile terminal 4 checks whether there is a request to change the incoming call notification mode. When the change request is received (step E6), the notification mode at the time of the incoming call is changed based on the request content (step E7). For example, a change control is performed to generate a vibration instead of a normal ringtone, or to generate a vibration while increasing the volume than the normal ringtone. After an incoming call is generated according to the incoming call notification changed in this way (step E8), the process stands by until a call can be received within a predetermined time (steps E9 and E10). Here, if a time-up is detected, an error response is made, but if a call is received before the time-up, a call connection with the management server 1 is established, and business communication by the call is established. Can be received. When the line is disconnected (step E11), the process returns to the first incoming call waiting state (step E1).
[0043]
As described above, in the second embodiment, the management server 1 accesses the portable terminal 4 owned by a clerk designated as a target of business communication, thereby recording the surrounding sound of the clerk and the surrounding recording of the surrounding. Among the images, at least any one of the information is received and acquired to determine the current situation of the clerk, and the notification form at the time of the incoming call is displayed on the portable terminal 4 possessed by the clerk designated as the target of the business communication. The decision was made according to the current situation of the clerk concerned, and it was instructed that an incoming call should be made in this notification form.For example, if you are in a place where the surrounding noise is so intense that you do not notice the call, the contents of the conversation It is possible to control the volume at the time of an incoming call according to whether the customer is attending from the customer image or the state of the customer image, etc., or to switch from alerting by ringtone to alerting by vibration motor. It can be, it is possible to effectively incoming notification in line with the actual circumstances.
[0044]
In the above-described second embodiment, for example, when a customer is in service, a vibration is generated instead of a normal ringtone. , The vibration is generated while raising the volume than the normal ringtone, but it is optional to change the notification form, analyze the pattern of the machine sound, and based on this mechanical sound The volume of the ringtone may be increased by changing the tempo of the sound or by removing the interval between noises.
[0045]
On the other hand, a recording medium (for example, a CD-ROM, a floppy disk, a RAM card, or the like) in which a program code for causing each of the above-described units to be executed may be provided to the computer.
That is, a recording medium having a computer-readable program code, and a surrounding sound recorded around the person in charge by accessing a portable terminal owned by the person in charge designated as a target of business communication, and a surrounding sound is recorded. A function to receive and acquire at least one of the information of the surrounding images, a function to determine the current status of the person in charge based on the acquired information, and a person possessing the person designated as the object of the business communication. The mobile terminal side determines the notification mode at the time of the incoming call according to the current situation of the person in charge, and instructs that the incoming call should be performed in this notification mode. May be provided on a computer-readable recording medium having recorded thereon.
[0046]
【The invention's effect】
According to the first invention (the invention described in claim 1), it is determined whether or not the person designated as the object of the business communication is in a state capable of responding to the business instruction. If so, another person was selected and the business contact was forwarded to the mobile terminal owned by the person in charge. In the event of notification or urgent business contact, another person will be able to carry out the work instruction without delay, so that the work instructions can be smoothly communicated without delay, thereby promoting overall work efficiency. Becomes possible.
According to the second invention (the invention according to claim 7), by accessing the portable terminal of the person in charge designated as the object of the business communication, the surrounding sound recorded around the person in charge and the surroundings are recorded. At least one of the surrounding images is received and acquired to determine the current situation of the person in charge, and the portable terminal side of the person in charge of the person designated as the target of the business communication is notified of the incoming call. Since the form was determined according to the current situation of the person in charge and the notification form was used to indicate that an incoming call should be made, for example, is the surrounding noise so intense that the call is not noticed? It is possible to control the volume at the time of an incoming call according to whether the customer is attending from the conversation content or the state of the customer image, etc., or to switch from notification by ringtone to vibration notification by vibration motor. , It is possible to effectively incoming notification in line with the actual circumstances.
[Brief description of the drawings]
FIG. 1 is a block diagram showing the overall configuration of a business communication system.
FIG. 2 is a block diagram showing basic components of the portable terminal 4;
FIG. 3 is a diagram showing the contents of a person in charge file 11 provided on the management server 1 side.
FIG. 4 is a diagram showing the contents of a current status file 12 provided on the management server 1 side.
FIG. 5 is a flowchart showing a current status registration process that the management server 1 starts to execute periodically (for example, every few seconds).
FIG. 6 is a flowchart showing the overall operation of the portable terminal 4;
FIG. 7 is a flowchart showing a business communication process on the management server 1 side.
FIG. 8 is a flowchart showing the operation of the management server 1 when performing business communication.
FIG. 9 is a flowchart showing the operation of the fourth side in response to a call from the management server 1.
[Explanation of symbols]
1 management server
2 Wired LAN
3 wireless access points
4 mobile terminals
11 Person in charge file
12 Current status file
401 CPU
402 storage device
404 Wireless communication device
405 input device
406 display device
407 camera
408 microphone
409 Speaker
410 vibrator

Claims (9)

A business communication system for transmitting business communication instructing a person in charge to a mobile terminal possessed by the person in charge,
Determining means for determining whether or not the person designated as the target of the business communication is ready to respond to the business instruction;
Selecting means for selecting another person in charge when it is determined that the state cannot be handled by the determining means;
A transfer unit that switches another contact person selected by the selection unit as a contact and transfers the business contact to the portable terminal possessed by the person in charge,
A business communication system comprising: After transmitting the instruction notification to the portable terminal possessed by the person in charge designated as the target of the business communication, the determination means determines the person in charge based on whether the response from the terminal has been received within a predetermined time or not. Determine whether it is ready to respond to business instructions,
The business communication system according to claim 1, wherein The current position of the person in charge by accessing the portable terminal possessed by the person in charge, the surrounding sound that recorded the surroundings, of the surrounding image that recorded the surroundings, at least, provided an acquisition unit that receives and acquires any one of the information,
The determining means determines whether or not the person in charge is ready to respond to the work instruction based on the current situation of the person in charge obtained by analyzing the information obtained by the obtaining means,
The business communication system according to claim 1, wherein A monitoring means is provided for acquiring the current position of each person in charge by accessing the mobile terminal owned by each person in charge, and monitoring the current situation of each person in charge based on the current position,
The selecting means selects another person who is located in a place close in distance by comparing the current position of the person in charge designated as the target of the business contact with the current position of each of the other persons in charge,
The business communication system according to claim 1, wherein By accessing the portable terminal of each person in charge, the surrounding sound recorded around each person in charge, the surrounding image recorded around the person, at least one of the information is received and acquired, and the acquired information is Monitoring means to monitor the current situation of each person based on the
The selecting means selects another person who can execute a business instruction by referring to the current situation of each person in charge,
The business communication system according to claim 1, wherein The selecting means selects another person having basically the same skill by comparing the skill of the person in charge designated as the target of the business communication with the skill of each other person in charge,
The business communication system according to claim 1, wherein A business communication system for transmitting business communication instructing a person in charge to a mobile terminal possessed by the person in charge,
By accessing the portable terminal owned by the person in charge designated as the target of the business communication, at least one of the ambient sound and the surrounding image recorded around the person in charge is received and acquired. Acquisition means;
Determining means for determining the current status of the person in charge based on the information obtained by the obtaining means;
The notification form at the time of the incoming call is determined according to the current situation of the person in charge determined by the determination means on the portable terminal side having the person in charge designated as the target of the business communication, and the incoming call is made in this notification form. Instruction means for instructing what to do;
A business communication system comprising: Against the computer
A function of determining whether or not the person designated as the target of the business communication is ready to respond to the business instruction;
A function to select another person when it is determined that the person is incapable of responding,
A function of switching the selected contact person as a contact and transferring the business contact to the portable terminal owned by the contact person,
The program to realize. Against the computer
By accessing the portable terminal owned by the person in charge designated as the target of the business communication, at least one of the ambient sound and the surrounding image recorded around the person in charge is received and acquired. Features and
A function of determining the current status of the person in charge based on the acquired information;
The notification form at the time of the incoming call is determined on the portable terminal side of the person in charge of the person designated as the object of the business communication according to the current situation of the identified person in charge, and the incoming call should be made in this form of notification. Function to instruct
The program to realize.

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