JP2019095994A - Facility operation information management system, device, method, and program - Google Patents

Abstract

To shorten corresponding time of an operator on an incoming call from a store to a maintenance call center.SOLUTION: A server device comprises: means for transmitting notification information including an operation situation and countermeasure information of a facility in a store to a terminal of the store; and means for acquiring information indicating whether the notification information has been read or not by the terminal of the store, and for making the information browsable by an operator terminal of a maintenance call center.SELECTED DRAWING: Figure 13

Description

  The present invention relates to a facility operation information management system, apparatus, method, and program.

  The maintenance call center, which supports maintenance management of the facilities of the store, performs telephone handling in response to an inquiry from the store having a maintenance contract by telephone, acceptance of a maintenance request, maintenance arrangements such as spot repair, and maintenance progress management. For example, when an abnormality or the like occurs in the facility of the store, and the employee or part-time worker (referred to as "store personnel") of the store does not know how to solve the abnormality, the store calls the maintenance call center by phone. . The operator of the maintenance call center (for example, the operator in charge of the facility) grasps the state of the facility by telephone conversation while watching the store information and the power reception information displayed on the screen of the display unit of the operator terminal, and tells the store personnel how to handle it. Arrange for maintenance etc. depending on the case.

  In maintenance call center operations, an increase in the number of calls leads to an increase in costs such as labor costs and telephone equipment costs. Therefore, it is desirable to reduce the number of incoming calls to the maintenance call center. In addition, the response time per call is often KPI (Key Performance Indicators: Key Performance Indicator) with the store as the customer. For this reason, in the maintenance call center, various efforts have been made to shorten the response time (for example, Average Handling Time (AHT)). In addition, AHT is an average call time (Average Talk Time: ATT) and a post-processing time which is a time for the operator to perform post-processing such as inputting of telephone inquiry details and customer information after the call is completed (After Call Work : ACW).

  Furthermore, at the store side, equipment failure etc. also leads to a decrease in chance loss and CS (Customer Satisfaction), and proper and prompt response is an issue.

  Patent Document 1 discloses a store maintenance system that enables an employee who is not accustomed to maintenance to cope with an error (abnormality) by using a tablet terminal immediately when an error (abnormality) occurs in the device. When an error occurs in the store facility, the employee can immediately grasp the occurrence of the error by an alarm notification on the display unit of the tablet terminal. Further, on the display unit of the tablet terminal, a method for coping with the generated error is displayed. Furthermore, if the error can not be resolved even by the action method, the maintenance center will be called, but when the employee taps the “If unable to solve” button on the tablet terminal, “confirm before calling” in the display section What you want is displayed. Therefore, the employee can understand what should be confirmed before the call, and can give an appropriate situation explanation to the maintenance center.

  Further, in Patent Document 2, the call center terminal receives fault log information and diagnostic result information from the store POS terminal apparatus in which the fault occurs, and a method for coping with the fault and management number information of maintenance parts from the diagnostic result information. Determined the management number information of equipment showing other measures and tools for maintenance from failure log information, and output it to the maintenance base in charge of the store POS (Point of Sales) terminal equipment and received from the maintenance base terminal A configuration is disclosed that outputs visit scheduled date and time information to the store POS terminal via a communication line.

Unexamined-Japanese-Patent No. 2017-133787 Patent No. 3533191

Atsushi Kawamoto, Takahiro Toizumi, and Yasuyoshi Tsujiyoshi, “Power fingerprint analysis technology that visualizes the power consumption and usage of multiple devices with one sensor,” NEC Technical Journal / Vol. 68 No. 2 / Featured smart energy solutions developed by ICT

  We will analyze the related technologies below.

  If a problem occurs in the store's facilities, there are many cases where the problem is solved by maintenance work by store personnel, etc., even if the maintenance call center is inquired or maintenance personnel do not go to the on-site repair at a spot. If, as maintenance support, the shop can be notified of equipment failures and how to handle them, the number of inquiries to the maintenance call center can be reduced.

  In addition, after the call is received at the maintenance call center, the operator can not grasp the store status (such as what the store personnel have done) until the store personnel and the Q & A answer. For this reason, it takes time for the operator to grasp the store status, and the response time may be prolonged.

  Therefore, the present invention has been made in view of the above problems, and one of its objects is, for example, a system and apparatus which enable shortening of the operator's response time at the time of call to the maintenance call center from the store. , To provide methods, programs.

  According to one aspect of the present invention, there is provided a means for transmitting to the terminal of the store the notification information including the operation status of the facility of the store and the countermeasure information, and whether or not the notification information is read at the terminal of the store There is provided a server apparatus comprising: means for acquiring information and enabling browsing by an operator terminal in charge of a maintenance call center.

  According to one aspect of the present invention, means for transmitting to the terminal of the store the notification information including the operation information of the facility of the store and the handling information, and whether or not the notification information is read at the terminal of the store Whether the server apparatus includes means for acquiring information and enabling browsing by an operator terminal of a maintenance call center, and whether the facility operation information and action information, and the notification information have been read from the server apparatus And an operator terminal that receives information on whether or not it is received and displays it on a display unit, and when there is an incoming call from the store side to the maintenance call center, operating information and handling information of the facility of the store in the operator terminal And a facility operation information management system capable of displaying the information as to whether or not the information has already been read.

  According to one aspect of the present invention, the server transmits, to the terminal of the shop, notification information including the operating status of the facilities of the shop and the countermeasure information, and the server reads the notification information at the terminal of the shop. A facility operation information management method is provided that acquires information as to whether it is unread or unread and can be browsed by an operator terminal in charge of a maintenance call center.

  According to one aspect of the present invention, a process of transmitting to the terminal of the shop the notification information including the operating status of the facility of the shop and the countermeasure information, and whether or not the notification information is read at the terminal of the shop A program is provided that causes a computer to execute processing for acquiring information and making it possible to view information on an operator terminal in charge of a maintenance call center.

  According to the present invention, a semiconductor storage such as a computer readable recording medium (for example, RAM (Random Access Memory), ROM (Read Only Memory), or EEPROM (Electrically Erasable and Programmable ROM)) storing the above program, HDD A non-transitory computer readable recording medium such as a (Hard Disk Drive), a CD (Compact Disc), a DVD (Digital Versatile Disc), etc. is provided.

According to an aspect of the present invention, there is provided an operator terminal of a maintenance call center for performing maintenance of facility of a store, comprising:
The equipment from the server apparatus which transmits notification information including operation information of facilities of the shop and handling information to a terminal of the shop and acquires information on whether the notification information is read at the terminal of the shop Means for receiving information on whether the operation information and the action information, and whether the notification information has already been read, and displaying the information on the display unit; There is provided an operator terminal capable of displaying operation information, handling information, and information as to whether or not it is already read.

  According to the present invention, it is possible to shorten at least the operator's response time at the time of charge reception from the store to the maintenance call center.

It is a figure explaining the system configuration of one example embodiment of the present invention. It is a figure explaining the operation example (sequence) of the system of one exemplary embodiment of the present invention. It is a figure explaining the composition of the server in one exemplary embodiment of the present invention. 5 is a flow chart describing an example operation of an exemplary embodiment of the present invention. (A), (B) is a figure explaining the installation operation information detection part in one exemplary embodiment of this invention. (A), (B) is a figure explaining the installation operation information detection part in an illustrative embodiment of this invention, and waveform isolation | separation. It is a figure explaining an example of unusual judging. (A)-(D) are figures which illustrate the screen of the shop terminal in one exemplary embodiment of the present invention. It is a figure which illustrates the notice information displayed on the shop terminal of one example embodiment of the present invention. FIG. 6 illustrates information displayed on an operator terminal according to an exemplary embodiment of the present invention. FIG. 7 illustrates information displayed on a maintenance terminal of an exemplary embodiment of the present invention. FIG. 6 illustrates an exemplary implementation by a computing device in an exemplary embodiment of the invention. It is a figure explaining one form of the present invention.

  One embodiment of the present invention is described with reference to FIG. Referring to FIG. 13, the server apparatus (server) 20 is configured to receive notification information including information (equipment operation information) related to the operation status of the facility 11 of the store and the handling method (countermeasure method) corresponding to the operation status. The first means (first unit) 201 to transmit to the terminal (also referred to as "store terminal") 12 and information on whether the notification information is read or unread at the store terminal 12 is acquired and maintained And second means (second unit) 202 which can be browsed by the operator terminal 31 in charge of the call center.

  According to an aspect of the present invention, the second means (second unit) 202 sends the notification at the shop terminal 12 together with the operation information of the facility 11 of the shop and the countermeasure information when the shop side enters the maintenance call center. Information on whether the information has been read may be displayed on the display unit of the operator terminal 31 by transmitting the information to the operator terminal 31.

  That is, according to an aspect of the present invention, when an inquiry regarding facility of the store to the maintenance call center is received, etc., the operator terminal 31 receives the operation status of the facility 11 of the store and the server device 20 including the handling status. It is possible to confirm, for example, information on whether the notification information has already been read at the terminal 12 of the store, before the operator starts telephone handling. Therefore, with regard to the content of the notification information and whether or not the communication information has been read, it is possible to omit the time and effort for the operator to confirm by conversation (question and answer) with store personnel. As a result, call handling time by the operator can be shortened. In FIG. 13, the first means (first unit) 201 acquires the operating status of the facility 11 of the store from the facility 11 via the control device (management device), the communication interface, the network, etc. You may do so.

  FIG. 1 is a diagram for explaining a facility operation information management system according to an exemplary embodiment of the present invention. Referring to FIG. 1, in the facility operation information management system 1, a store 10 includes a plurality of facilities 11, a store terminal 12, a telephone 13, and a communication device 14. The facility 11 and the store terminal 12 are connected to the communication device 14. The communication device 14 may be a management computer (store computer) in the store 10 or the like. The communication device 14 communicates with the server device 20 via a network such as a Local Area Network (LAN) and / or a Wide Area Network (WAN), for example. The store terminal 12 may be a POS (Point of Sales) cashier terminal, an information terminal that performs product ordering (sales management, inventory management) or the like.

  The server device 20 may be implemented as a management server that manages the store 10. Alternatively, it may be a management server or the like of each base (management headquarters or the like) that controls a plurality of stores 10 deployed regionally or nationwide. Alternatively, the server device 20 may be a server provided by a maintenance provider for the maintenance service. Also, the server device 20 may be implemented as, for example, a cloud server.

  The maintenance call center 30 has an operator terminal 31 composed of an information terminal 32 and a telephone 33, and a communication device 34. In the maintenance call center 30, a management apparatus (management server, database) and the like that perform information management of customers (stores), management of the operator terminal 31, and the like are not shown. The operator terminal 31 communicates with the server device 20 via the communication device 34.

  The server device 20 communicates with the maintenance terminal 41 of the maintenance center (maintenance operator) 40. The maintenance terminal 41 may be a portable information terminal or the like. The management apparatus and the like in the maintenance center 40 are not shown. The server device 20 may be communicably connected to the maintenance terminal 41 via the management device in the maintenance center 40, or may be maintained based on an IP (Internet Protocol) address or a mail address of the maintenance terminal 41. It may be in direct communication with the terminal 41. Further, the maintenance terminal 41 may be configured to communicate with the operator terminal 31.

  FIG. 2 is a diagram for explaining an example of the sequence operation of the system of the embodiment of the present invention described with reference to FIG. In FIG. 2, S1-S12 represent step (sequence) numbers.

  The server device 20 acquires operation information (equipment operation information) of the equipment 11 of the store 10 (S1).

  When the state of the equipment 11 is abnormal, the server device 20 acquires a coping method for coping with the abnormality from the storage device (Correction method DB (DataBase) 23) (S2).

  In the coping method DB 23 of the server device 20, an abnormality (for example, type and degree of abnormality) of the facility 11 of the store 10 and a corresponding coping method are stored in association with each other. The coping method DB 23 may be any database that can be accessed by the server device 20, and may of course be a database that is disposed outside the server device 20 and accessed by the server device 20 via a communication network. It is.

  The server device 20 transmits notification information including the facility operation information and the coping method to the store terminal 12 of the store 10 (S3). The server device 20 may push notification of the notification information to the shop terminal 12.

  Notification information (equipment operation information and coping method) is displayed on the display unit of the store terminal 12 (S4). In the step S4, for example, the notification information may be displayed on the display unit of the shop terminal 12 in a push manner. In this case, in the shop terminal 12, it is assumed that the push notification receiving function from the server device 20 is set to ON.

  The server device 20 confirms whether the notification information (equipment operation information and coping method) transmitted to the store terminal 12 is read at the store terminal 12 and, if read, stores the storage device managed by the server device 20 ( The equipment operation information in the countermeasure result DB 24) is updated to "Read" (S5).

  When a call is received from the telephone 13 of the store 10 to the maintenance call center 30 (S6), the maintenance call center 30 refers to the customer information database etc. from the telephone number (or IP address etc. in the case of IP telephone) A store is specified, and equipment operation information of the store 10 is acquired from the server device 20 (S7).

  Then, on the display unit of the operator terminal 31 in charge of receiving the incoming call, the notification information (the facility operation information and the coping method of the store) notified to the store terminal 12 by the server device 20 and the notification information on the store terminal 12 Unread and unread are displayed (S8).

  In step S8, in the operator terminal 31, the notification information (the facility operation information of the store and the coping method) notified to the store terminal 12 by the server device 20 and the read / unread information thereof are the electric power store information (store name (store name (store name Identification information: It may be displayed on the same screen simultaneously with the display (screen) of ID (Idenity), incoming call time information, and the like. Alternatively, the notification information notified to the shop terminal 12 on the display unit of the operator terminal 31 in a separate screen asynchronously with the screen of the electricity shop information displayed on the display unit of the operator terminal 31 at the time of electricity reception (store Equipment operation information and measures) and its read / unread information may be displayed.

  The operator responds to the personnel of the store 10 who has made an inquiry on the telephone 33 while looking at the facility operation information displayed on the display screen of the operator terminal 31 (S9).

  The server device 20 is notified of the response result (telephone response result: store name, facility name, resolved, etc.) at the operator terminal 31 (S10).

  In the server device 20, when the handling result at the operator terminal 31 is received, as a result of the handling at the operator terminal 31, the failure of the facility 11 of the store 10 is not resolved (when there is a maintenance request from the operator terminal 31); A maintenance request is issued to the maintenance terminal 41 of the maintenance center (maintenance operator) 40 (S11).

  At that time, the server device 20 may notify the maintenance terminal 41 of the equipment operation information of the equipment 11 of the store 10 and the coping method. As a result, in the case where maintenance support by the maintenance staff (for example, spot maintenance) is performed, the maintenance staff can view the latest version of the equipment operation information and the handling information on the maintenance target equipment 11 from the screen of his maintenance terminal 41 It becomes.

  If maintenance by a maintenance worker is necessary, the server device 20 temporarily sends a maintenance request to the maintenance center 40 that manages the maintenance terminal 41 in response to the input of the maintenance request from the operator terminal 31, and the maintenance center Under the control of 40, the maintenance terminal 41 may be instructed to perform maintenance.

  Alternatively, maintenance arrangements may be made directly from the operator terminal 31 of the maintenance call center 30 to the maintenance center 40. In this case, the facility operation information and the handling result information updated by the operator terminal 31 may be transmitted to the maintenance terminal 41 via a management device (not shown) of the maintenance center 40 or the like.

  After the maintenance worker performs maintenance of the facilities 11 of the store 10, when the maintenance (repair) response result is input to the maintenance terminal 41, the response result information is transmitted from the maintenance terminal 41 to the server device 20 (S12).

  When the failure of the facility 11 of the store 10 is resolved, the server device 20 updates the handling result DB 24 based on the result of the telephone call at the operator terminal 31 (S13).

  In the server device 20, when the operator of the maintenance call center 30 responds to the telephone, the fault of the facility 11 of the store 10 is not resolved, and the maintenance (repair) of the facility 11 is performed by the maintenance worker. The handling result DB 24 is updated on the basis of the telephone handling result in step S12 and the maintenance handling result input from the maintenance terminal 41 (S13).

  FIG. 3 is a diagram for explaining an embodiment of the present invention. In FIG. 3, the telephone 13, the communication device 14, the communication device 34 of the maintenance call center 30, the information terminal 32 of the operator terminal 31, and the telephone 33 of the store 10 shown in FIG. 1 are omitted.

In FIG.
・ The arrow with a broken line indicates the direction of the arrow (transfer),
・ Arrow solid line is transfer in the direction of arrow (output),
The dashed-dotted line represents the process. Note that the direction of the arrow indicates an example of the transfer direction of related information, and it goes without saying that the transfer direction of information (control signal, data) between units is not limited to one direction. It is. Although FIG. 3 illustrates three facilities 11 of the store 10 and three operator terminals 31 of the maintenance call center 30, the number of facilities 11 and operator terminals 31 is not limited to three, as a matter of course. is there.

  Further, in FIG. 3, the server device 20 is illustrated as a logical configuration diagram based on its function and processing operation (functional block), but the logical configuration of the server device 20 is not limited to such a configuration. Of course.

The server device 20 is
An equipment operation information detection unit 21 that detects operation information of the equipment 11-1 to 11-3 of the store 10;
An equipment operation information reception unit 22 that receives the equipment operation information detected by the equipment operation information detection unit 21;
· For example, a coping method DB 23 for storing equipment failures and coping methods
For example, a coping result DB 24 that stores coping results of equipment failure, and
The equipment operation information storage unit 25 that generates and accumulates equipment operation information with reference to the equipment operation information received by the equipment operation information reception unit 22 and the coping method DB 23;
A facility operation information update information receiving unit 26 that acquires update information such as read information at the shop terminal 12;
A facility operation information update information storage unit 27 that updates the handling result DB 24 based on the update information received by the facility operation information update information receiving unit 26,
A facility operation information transmission unit 28 that transmits facility operation information and update information to the store terminal 12;
Is equipped.

  In FIG. 3, the equipment operation information detection unit 21 is disposed in the server device 20. However, the present invention is not limited to this configuration, and the equipment operation information detection unit 21 is provided outside the server device 20. Of course, it is good also as composition. For example, the facility operation information detection unit 21 may be mounted on a management computer (store computer) or the like in the store 10, or each of the facilities 11-1 to 11-3 includes the facility operation information detection unit 21. The facility operation information may be transmitted to the facility operation information receiving unit 22 of the server device 20 via the management computer in the store 10, the communication device, and the like. Further, it is a matter of course that the coping method DB 23 and the coping result DB 24 may be disposed outside the server device 20 and the server device 20 may access via the communication means.

  FIG. 4 is a flow chart for explaining the operation of the system focusing on the server device 20 of FIG. In FIG. 4, S101 to S122 represent steps, and the description of each step in the drawing may be appropriately simplified due to the size and the like.

  The facility operation information detection unit 21 of the server device 20 detects operation information of the facilities 11-1 to 11-3 of the store 10 (S101).

  The equipment operation information detection unit 21 detects the state of equipment of the store 10, and equipment operation information (store name (store ID), equipment name (equipment ID (identification information), or model number of equipment, serial number, year, etc.) The state of the equipment, the detection date and time, etc. are transmitted to the equipment operation information receiving unit 22 (S102).

  The equipment operation information receiving unit 22 transmits the equipment operation information to the equipment operation information storage unit 25.

  The facility operation information storage unit 25 refers to the countermeasure method DB 23 based on the transmitted facility operation information, and creates information (referred to as “equipment operation information II”) linking the facility operation information and the countermeasure method, It stores in the equipment operation information storage unit 25 (S103).

  The equipment operation information II stored in the equipment operation information storage unit 25 is transmitted from the equipment operation information transmission unit 28 to the shop terminal 12 (push notification), and displayed (push displayed) on the display unit of the shop terminal 12 (S104) ).

  At the store terminal 12, it is checked whether the notification information (equipment operation information II) displayed (pushed display) on the display unit has been read (S105).

  When the notification information (facility operation information II) displayed (pushed display) is read on the shop terminal 12 (Yes in S105), the shop terminal 12 receives the facility operation information update information of the server device 20. The facility operation update information (the name of the store that has been read, the facility name, the date and time, etc.) is sent to the unit 26 (S106).

  The facility operation information update information storage unit 27 of the server device 20 stores the facility operation update information in the countermeasure result DB 24 and inputs the update information to the facility operation information transmission unit 28 (S107).

  In the store terminal 12, it is checked whether a check has been made in the resolved column of the notification information (equipment operation information II) displayed (pushed display) on the display unit of the store terminal 12 (S108).

  When the solution completed column of the notification information (equipment operation information II) is checked (Yes in S108), the shop terminal 12 sends the equipment operation update information to the equipment operation information update information reception unit 26 of the server device 20 (solved The store name, the equipment name, the date and time etc. of the store that has become is transmitted (S115).

  The facility operation information update information storage unit 27 of the server device 20 stores the facility update information in the countermeasure result DB 24 and inputs the facility update information to the facility operation information transmission unit 28 (S116).

  The server device 20 deletes the resolved facility operation information II from the push notification (S117). At that time, the server device 20 deletes the facility operation information II from the list of notification information to be notified to the shop terminal by push. Further, the server device 20 transmits the object ID (Identity) of the push notification (equipment operation information II) and the delete command from the equipment operation information transmission unit 28 to the shop terminal 12. The screen of the object ID (push display screen) may be deleted.

  When the maintenance call center 30 receives an incoming call from the telephone 13 (FIG. 1) of the store 10 in a state where the notification information (equipment operation information II) displayed by push is not read at the store terminal 12 (No in S105) The server device 20 transmits the latest version (result of the update last time) of the facility operation information II of the store to the operator terminal 31 of the maintenance call center 30 for display (S110).

  The operator enters the handling result from the operator terminal 31 after telephone correspondence with the store staff, and presses the update button displayed on the screen of the display unit of the operator terminal 31 (S111).

  The operator terminal 31 transmits, to the facility operation information update information receiving unit 26 of the server device 20, the store name, the facility name, etc. for which the handling result has been input (S112).

  The facility operation information update information storage unit 27 of the server device 20 stores the facility operation update information in the countermeasure result B24, and inputs the facility operation update information to the facility operation information transmission unit 28 (S113).

  The facility operation information update information storage unit 27 of the server device 20 checks whether or not a check by the operator has been entered in the resolved column of the facility operation update information displayed on the display unit of the operator terminal 31 (S114).

  When the operator's check in the resolved column of the facility operation update information displayed on the operator terminal 31 is not checked (No in S114), the facility operation information update information storage unit 27 of the server device 20 receives the facility operation information transmission unit 28. The latest version (result of the last update) of the facility operation information II of the store 10 is transmitted to the maintenance terminal 41 via the and displayed on the display unit of the maintenance terminal 41 (S118). The maintenance worker can grasp information such as the condition of the equipment 11 of the store 10, the countermeasure taken by the store personnel, and the like from the equipment operation information II displayed on the maintenance terminal 41.

  A maintenance worker goes to the store 10 and performs maintenance work such as spot maintenance of the equipment 11 of the store 10. After the maintenance work is completed, the maintenance worker inputs the handling result (maintenance handling result) from the screen of the display unit of the maintenance terminal 41, and presses the update button on the screen (S119).

  The maintenance terminal 41 transmits, to the facility operation information update information receiving unit 26 of the server device 20, the store name, facility, etc. for which the facility operation update information (maintenance countermeasure result) has been input (S120).

  The facility operation information update information storage unit 27 of the server device 20 updates the handling result DB 24 with the facility operation update information from the maintenance terminal 41 (S121).

  The equipment operation information update information storage unit 27 of the server device 20 confirms whether the maintenance personnel checks in the solved column of the screen of the equipment operation information II displayed on the maintenance terminal 41 (S122), and the resolved column If the check is not entered (No in S122), the process returns to step S119.

  In the equipment operation information update information storage unit 27 of the server device 20, when a check by a maintenance worker is included in the resolved column of the screen of the displayed equipment operation information II (Yes in S122), the process proceeds to step S115.

  Further, at the time when the equipment operation information detection unit 21 of the server device 20 detects an abnormality or abnormality sign of the equipment 11 of the store 10, it is determined in advance without receiving power from the shop 10 to the maintenance call center 30 (No in S109). When the elapsed time has passed (Yes in S123), the server device 20 may transmit a notification to the store manager terminal of the store 10 (S124). As a result of the determination in step S109, when a predetermined time has not elapsed (No in S123), the process returns to step S105.

  The operation information of the facilities 11 of the store 10 is, as shown in FIG. 5A, in the facilities operation information detection unit 21a-21c installed inside or outside the facilities 11a-11c, of the facilities 11a-11c. The state may be acquired and transmitted to the facility operation information receiving unit 22 of the server device 20 via the communication device 14.

  The equipment operation information may be error code information output from the equipment 11a-11c, or an abnormal state estimated from changes in power consumption or current waveform of the equipment 11a-11c, a sign of abnormality, a failure, etc. It may be. The facilities 11 a-11 c are commonly connected to the branches of the distribution board 15, but the facilities 11 a-11 c may be connected to different branches.

  Alternatively, as shown in FIG. 5B, the facility operation information detection unit 21 is a current sensor 17 connected to the combined current waveform of the consumption current of the facilities 11a to 11c such as a master breaker or a branch breaker of the distribution board 15. The equipment operation information is acquired by performing waveform separation (device separation) on the current waveform for each of the equipment 11a-11c based on the waveform characteristics registered in advance, and the server device 20 is acquired via the communication device 14. It may be transmitted to the equipment operation information receiving unit 22 of FIG.

  Alternatively, as shown in FIG. 6A, the power supply current waveform detected by the current sensor 17 installed in the main breaker or branch breaker of the distribution board 15 of the store 10 or acquired from the B route of the smart meter 16 Measurement data (current waveform) to be read is input to the facility operation information detection unit 21 of the server device 20 via the communication device 14. The facility operation information detection unit 21 uses, for example, the separation technique described in Non-Patent Document 1 or the like, from the combined current waveform to the current waveform for each of the individual facilities 11a to 11c based on the waveform characteristics registered in advance. Equipment operation information is acquired by waveform separation (device separation). In FIG. 6B, the combined current waveform 111 is separated into current waveforms 112a-112c of the facilities of the facilities 11a-11c.

  The facility operation information detection unit 21 estimates the state of the facility based on current information (current waveform, feature amount, etc.). For example, as illustrated in FIG. 7, the facility operation information detection unit 21 is normal if the current value of the facility 11 is a certain value or less and copes if the current value of the facility 11 is a certain value or more and a value b or less If the recommended current value exceeds the value b, information such as measures required (failure) may be provided for each facility of the store 10 to determine the degree of abnormality from the current value of the facility 11 or the like. The facility operation information detection unit 21 calculates the feature value of the current information (current waveform) from the waveform shape (peak value, root mean square value (RMS), average value, peak value, etc.) of the time domain. Alternatively, a waveform pattern may be used as a feature amount. Alternatively, current waveform data is subjected to Fourier transform (Fast Fourier Transform (FFT) or Discrete Fourier Transform (DFT), etc.) to transform into the frequency domain, and feature quantities are calculated based on frequency spectrum components. You may do so. For example, based on the value obtained by adding the square of the amplitude of the harmonic component of the AC power supply frequency that is the fundamental frequency, the value obtained by adding the square of the amplitude of the even harmonic component or the odd harmonic component, the current feature May be calculated. In addition, harmonic distortion (THD) or the like may be used as the feature amount of the current.

  FIGS. 8A to 8D are diagrams for explaining an example of confirmation as to whether the notification information (equipment operation information II) notified by the push of the server apparatus 20 is read at the shop terminal 12. FIG. 8 exemplifies a push notification screen (a display screen of information of the facility operation information II) displayed on the display unit of the shop terminal 12. The shop terminal 12 may be a POS cashier terminal, an information communication terminal for ordering products, etc., or a shop computer or the like in the shop.

  In FIG. 8A, the read button (bar) 123 is added to the push notification screen 122 (display screen of information of the facility operation information II). The employee of the store 10 clicks or taps the read button (bar) 123 when reading the push notification screen 122.

  FIG. 8B shows a state where an icon 124 notifying that the push notification has arrived is displayed on the screen. When the employee of the store 10 clicks or taps the icon 124, as shown in FIG. 8C, the push notification screen 122 is displayed. The click or tap operation of the icon 124 may be regarded as pressing of the read button (bar). Note that the color and shape of the icon 124 may be changed according to the degree of importance of the failure of the facility 11 or the like, or may be blinked to function as an alarm notification.

  As shown in FIG. 8D, when the push notification screen 122 (display screen of information of the facility operation information II) has a display screen of a plurality of items covering a plurality of pages, a configuration for displaying the read button 123 for each page It may be Alternatively, the click or the tap of the page forward button (next page designation button) of each page may be regarded as the pressing of the read button (bar). When the push notification screen 122 is composed of a plurality of items, it may be transmitted to the server device 20 by recording how far it has been read. The determination as to whether the push notification screen 122 (the display screen of the information on the facility operation information II) has been read or not is not limited to the above, and the push notification function (application) of the shop terminal 12 and the server device It goes without saying that any method may be used by cooperation of twenty.

  As a specific example, FIG. 9 shows a screen (pushed display) displayed on the display unit of the shop terminal 12 when a problem occurs in the coffee machine a as the facility 11 installed in the shop 10 (store name: shop A) An example of facility operation information II) is shown. Of course, the display screen of FIG. 9 shows an example, and the display format at the shop terminal 12 is not limited to the example of FIG.

  In this example, when the "bean out alarm" is detected from the coffee machine a, an example (screen display) of facility operation information displayed on the shop terminal 12 and its handling method is shown. The server device 20 links the out-of-beans alarm of the coffee machine a with the coping method, and the store terminal 12 of the store A is notified of the push.

Referring to FIG. 9, the display screen of the shop terminal 12 includes a shop name, an equipment name, operation information, a detection date and time, a coping method, solved columns, and an update button. In this case, the equipment operation information storage unit 25 of the server device 20 described with reference to FIG. 3 refers to the coping method DB 23 and stores the countermeasure information stored in association with the equipment operation information (alarm of coffee machine a). Extract the method, for example,
(1) Replenish beans,
(2) If refilling the beans does not help, stir the beans in the canister and shake the canister,
(3) If the bean amount is not 10 grams (g) on the bean amount setting screen, change it to 10 g,
(4) If the problem persists, turn the coffee machine back on,
(5) If the problem persists, call the maintenance call center.
And the like are generated and transmitted to the shop terminal 12 of the shop A via the facility operation information transmission unit 28 and displayed in the column of "Copulation method" on the display screen.

  When an error code of the facility 11 (for example, coffee machine a) installed in the store 10 is notified, based on the facility operation information from the server device 20, an error code is displayed in the "operation information" column of the display screen of FIG. It may be displayed.

  If you notice the push display of the store terminal 12 and the store staff has implemented the coffee machine a up to the item (4) of the coping method, but if you do not solve it, follow the item (5) on the notification information screen in FIG. The store staff inquires the maintenance call center 30 by telephone (which may be an IP (Internet Protocol) telephone). Alternatively, if the store personnel browsed the coping method and dealt with it as a result, when the “bean out alarm” of the coffee machine a is resolved, the store personnel checks the resolved column in the display screen of FIG. 9 and performs maintenance. You may end it. In the solution completed column of the display screen of FIG. 9, the setting input (recording) may be made as to at what stage each of the items (1) to (5) in the solution method column can be solved.

  FIG. 10 shows an example of the screen 311 displayed on the display unit of the operator terminal 31 in charge of the maintenance call center 30 at the time of power reception from the store. Of course, the display screen of FIG. 10 shows an example, and the display format of the operator terminal 31 is not limited to the example of FIG. Referring to FIG. 10, in the operator terminal 31 in charge, the name of the store who received the call to the maintenance call center 30, the date and time of arrival (date, time, etc.), the name of the store clerk (the name of the store staff who made the call), the operator Name (may be identification information instead of name), action result column, facility operation information and action method notified to the store terminal 12, read (facility operation information by the store clerk at the store terminal 12 and action method It has the fields read, unread, and solved, the update button, and the maintenance worker request button. Among these, the information in each column of the shop name, the equipment name, the operation information, and the coping method is the same as the information in the corresponding column of FIG.

  The read column in the display screen of FIG. 10 indicates whether the entire display information (notice information from the server device 20) of the shop terminal 12 shown in FIG. 9 is read at the shop terminal 12 or not. However, it may be possible to determine how far each of the items (1) to (5) in the column of the operation information in FIG. 9 and the column of the coping method has been read. In this case, in the shop terminal 12, for each display item (for example, operation information, an item of coping method) serving as a unit of the read determination target, for example, the page is selected and the page to be browsed or page turning operation is performed The page may be set to "Read" at a stage.

  In the maintenance call center 30, when the operator in charge receives power, the operator terminal 31 determines the store name (ID) based on the telephone number (or IP address), inquires of the server device 20, and makes a call from the server device 20. Notification information (equipment operation information II notified to the terminal of the store) including facility operation information detected by the facility of the store and the coping method, and information as to whether the notification information has been read by the store personnel Receive and display on the display screen. In addition, index of store name (ID) based on telephone number (or IP address), acquisition of store information from store name (ID), inquiry to server device 20, facility operation information from server device 20 and coping method ( The acquisition of the facility operation information II) may be performed by the management device of the maintenance call center 30, and the acquired information may be transmitted to the operator terminal 31 in charge.

  The operator can immediately grasp the situation of the store (whether the store personnel have recognized the equipment abnormality, read the countermeasure, or resolved the equipment abnormality). As a result, it contributes to shortening of the call time. After the operator takes action, he / she inputs the corresponding result and presses the update button, and the facility operation information is updated via the facility operation information update unit and the countermeasure result DB. When the maintenance worker request button is pressed, a maintenance request is notified to the maintenance terminal 41 of the maintenance worker in charge of maintenance of the facility 11 of the shop terminal 12. The notification information notified to the store terminal 12 asynchronously or on another screen asynchronously with the display of the electricity store information displayed on the display unit of the operator terminal 31 at the time of electricity reception (The facility operation information of the store Method) and its read / unread information may be displayed.

  FIG. 11 is a diagram showing an example of a screen 411 transmitted from the server device 20 to the maintenance terminal 41 and displayed on the display unit of the maintenance terminal 41 when the maintenance request button is pressed on the screen 311 of the operator terminal 31. It is. Note that the display screen of FIG. 11 shows an example, and it goes without saying that the display format on the maintenance terminal 41 is not limited to the example of FIG.

  As shown in FIG. 11, information displayed on the display screen of the operator terminal 31 in addition to the fields of spot maintenance acceptance time, maintenance worker name, countermeasure result, and spot maintenance completion time: date and time of arrival / discharge to maintenance call center 30 (time), Sales clerk name, operator name, handling result column, facility operation information and handling method notified to the store terminal, read (Readed / unread for facility operation information and handling method by store clerk), resolved column, update button Is displayed.

  The maintenance worker can grasp the state of the equipment 11 of the store 10, the information such as the handling performed by the store personnel, and the response by the operator from the information of the screen 411 displayed on the maintenance terminal 41. After the maintenance work is completed, the maintenance worker inputs a measure result field and a spot maintenance completion time field and taps the update button.

  According to the present embodiment, the server device 20 stores the facility operation information (error code, abnormality, abnormality sign, failure information, etc.) of the facility 11 of the store 10 and the coping method, the store terminal 12 (POS terminal or ordering terminal) For example, push notification.

  The server device 20 records information on whether store personnel have already read the facility operation information and the countermeasure method, and when the staff of the store 10 enters the maintenance call center 30, the operator performs the facility operation information (for the facility It is possible to view information as to whether the staff of the store 10 has read the error or abnormal sign information, or the notification information of the coping method and the countermeasure information, and how far the information has been read.

  In the maintenance call center 30, when the operator receives power from the store personnel, the store staff listens for equipment abnormalities and the like and inputs them from the operator terminal 31, but according to the present embodiment, the operator receives power. The operator terminal 31 displays the abnormal contents of the equipment notified to the shop terminal and the coping method, and information on whether the notification has been read or unread, and the abnormal information on the equipment by the operator (including abnormality sign information) To simplify call entry time and reduce call handling time.

  The operator can grasp the abnormality occurring at the facility of the store and the coping situation at the time of call reception, even if there is no question and answer to the store personnel at the time of the call response. As a result, the operator's understanding of the store situation is quickened, and the call handling time can be shortened.

  The server device 20 may be mounted on the computer device 500, for example, as shown in FIG. Referring to FIG. 12, the computer device 500 may be a processor (CPU (Central Processing Unit), data processing device) 501, a semiconductor memory (for example, RAM (Random Access Memory), ROM (Read Only Memory), or EEPROM (Electrically Erasable). and a programmable ROM), a hard disk drive (HDD), a compact disc (CD), a digital versatile disc (DVD), etc., a display device 503, and a communication interface 504. .

  The communication interface 504 communicably connects the communication device 14 of the store 10 of FIG. 1 and the communication device 34 of the maintenance call center 30 via a LAN (Local Area Network) or a WAN (Wide Area Network).

  A program for realizing the function of the server device 20 may be stored in the storage device 502, and the processor 501 may realize the server device 20 according to the above-described embodiment by reading and executing the program. . The storage device 502 may be configured to include the coping method DB 23 and the coping result DB 24 of FIG. 3.

  Further, it goes without saying that the shop terminal 12 and the operator terminal 31 of FIG. 1 may also be mounted as the computer apparatus described with reference to FIG.

  As a modification of the above embodiment, instead of the push notification, the server terminal 20 may be accessed from the shop terminal 12 side to acquire or browse the facility operation information and the coping method. In this case, the push notification screen 122 of FIG. 8A and FIG. 9 may be acquired by the shop terminal 12 accessing a site provided by the server device 20 (pull type). For example, the shop terminal 12 opens a browsing site provided by the server device 20, inputs a shop ID and a password, logs in, inputs a facility ID, and the server device 20 updates the facility 11 acquired from the store 10 If there is information on the operation status of the equipment and the coping method, the coping method may be combined to display the push notification screen 122 on the display unit of the shop terminal 12. When the shop terminal 12 accesses the server device 20 to browse the facility operation information and the countermeasure instead of the push notification, the server device 20 may be set to read at the browsing time.

  In addition, when the maintenance call center 30 is turned on, the display unit of the operator terminal 31 is operated by an operation (for example, clicking on a shop name field etc.) on the screen of the electricity reception shop information displayed on the display unit of the operator terminal 31. The notification information notified to the terminal 12 (the facility operation information of the store and the coping method) and the read / unread information may be displayed.

  The disclosures of Patent Documents 1 and 2 and Non-Patent Document 1 described above are incorporated herein by reference. Within the scope of the entire disclosure of the present invention (including the scope of the claims), modifications and adjustments of the embodiments or examples are possible based on the basic technical concept of the invention. In addition, various combinations or selections of various disclosed elements (including each element of each claim, each element of each embodiment, each element of each drawing, etc.) are possible within the scope of the claims of the present invention. . That is, the present invention of course includes the entire disclosure including the scope of the claims, and various modifications and alterations that can be made by those skilled in the art according to the technical concept.

  The above-described embodiment is, for example, appended as follows (but not limited to the following).

(Supplementary Note 1)
A first means for transmitting notification information including facility operation information of the store and handling information to the terminal of the store, and information as to whether the notification information is read at the terminal of the store is acquired, A server apparatus comprising: second means for enabling browsing at an operator terminal of a maintenance call center.

(Supplementary Note 2)
The second means, together with the operation information of the facility and the handling information when the electricity is received from the shop side to the maintenance call center, indicates whether or not the notification information has been read at the terminal of the shop, The server apparatus according to claim 1, wherein the server apparatus transmits the message to the operator terminal and causes the display unit of the operator terminal to display the message.

(Supplementary Note 3)
In the case where a storage unit that associates and stores an abnormality or an abnormality sign of the installation and each countermeasure information, operation information of the installation is acquired, and the operation information of the installation indicates an abnormality or an abnormality sign of the installation; The server device according to claim 1 or 2, further comprising: third means for generating information for coping with an abnormality or an abnormality sign of the facility with reference to the storage unit.

(Supplementary Note 4)
The first means causes the display unit of the terminal of the store to receive the notification information including the operation information of the facility and the handling information, or the notification from the server device, when the facility is abnormal or a sign of anomalous. Display that there was notification of information,
The second means is, when the staff of the store performs a predetermined operation indicating browsing of the notification information at the terminal of the store, information indicating that the notification information is read, The server apparatus according to any one of appendices 1 to 3, characterized in that it is received from the terminal of the store.

(Supplementary Note 5)
The second means is configured to cause the operator terminal to display information as to which of the plurality of items of the notification information has been read at the terminal of the store, on the operator terminal. Server devices.

(Supplementary Note 6)
The operator terminal further comprises means for transmitting the operation information of the facility and the latest information of the handling result to the maintenance terminal when the result of the handling of the phone by the operator is input from the operator terminal and the handling result includes the maintenance request. The server apparatus according to claim 1, characterized by.

(Appendix 7)
It is an operator terminal of a maintenance call center which carries out maintenance correspondence of the facilities of the store, and transmits the notification information including the operation information of the facilities of the store and the handling information to the terminal of the store, and the notification information is already transmitted by the terminal of the store Means for receiving operation information and handling information of the facility, and information as to whether the notification information has already been read from the server apparatus that acquires information as to whether it is reading or not, and displaying the information on the display unit Equipped
An operator terminal characterized by being able to display operation information of the facility, handling information, and information as to whether or not it has been read, when the store side receives power to the maintenance call center.

(Supplementary Note 8)
Means of transmitting notification information including facility operation information of the store and handling information to the terminal of the store, and information of whether the notification information has been read by the terminal of the store are acquired and the maintenance call center A server device comprising means for enabling browsing by an operator terminal;
An operator terminal that receives, from the server device, operation information and handling information of the facility, and information as to whether the notification information has been read or not, on a display unit;
Including
When the store side receives an incoming call to the maintenance call center, the operator terminal can display operation information of the facility of the store, handling information, and information as to whether or not it has been read. Facility operation information management system.

(Appendix 9)
When the server receives power from the store side to the maintenance call center, the server device, together with operation information of the facility and handling information, whether or not the notification information has been read at the terminal of the store, the operator The facility operation information management system according to appendix 8, wherein the facility operation information is transmitted to a terminal and displayed on a display unit of the operator terminal.

(Supplementary Note 10)
The server device acquires a storage unit that associates and stores an abnormality or abnormality sign of the equipment with each countermeasure information, and acquires operation information of the equipment, and the operation information of the equipment indicates an abnormality or abnormality sign of the equipment. The equipment operation information management system according to Supplementary Note 8 or 9, further comprising: means for generating countermeasure information for an abnormality or an abnormality sign of the equipment with reference to the storage unit.

(Supplementary Note 11)
When the facility is abnormal or a sign of anomalous, the server device displays the notification information including the operation information of the facility and the handling information or the notification information from the server device on the display unit of the terminal of the store. Display that there was notification,
In the terminal of the store, when the staff of the store performs a predetermined operation indicating browsing of the notification information, information indicating that the notification information is read is received from the terminal of the store The facility operation information management system according to any one of appendices 8 to 10, characterized in that:

(Supplementary Note 12)
The facility according to appendix 11, wherein the server apparatus causes the operator terminal to display information indicating which item of the plurality of items of the notification information has been read at the terminal of the shop. Operation information management system.

(Supplementary Note 13)
The server device is configured to transmit the operation information of the facility and the latest information of the handling result to the maintenance terminal when the result of the handling of the call by the operator is input from the operator terminal and the handling result includes the maintenance request. The facility operation information management system according to appendix 8, further comprising:

(Supplementary Note 14)
Sending notification information including the operation information of the facility of the store and the handling information from the server to the terminal of the store;
A method of managing facility operation information, wherein the server acquires information as to whether the notification information has been read at the terminal of the store and allows browsing at an operator terminal of a maintenance call center.

(Supplementary Note 15)
When the store side receives power to the maintenance call center, information on whether or not the notification information has been read at the terminal of the store is transmitted to the operator terminal, together with operation information of the facility and handling information, The facility operation information management method according to appendix 14, wherein the method is displayed on the display unit of the operator terminal.

(Supplementary Note 16)
In the server device, an abnormality or abnormality sign of the equipment and each countermeasure information are associated with each other and stored in the storage unit, operation information of the equipment is acquired, and the operation information of the equipment indicates the abnormality or abnormality sign of the equipment In the case of using the storage unit, the storage unit is referenced to generate countermeasure information for an abnormality or an abnormality sign of the installation.

(Supplementary Note 17)
In the server device, when the facility is abnormal or an abnormal sign, the display unit of the terminal of the store stores the notification information including the operation information of the facility and the handling information, or the notification information from the server device. Display that there was notification,
In the terminal of the store, when the staff of the store performs a predetermined operation indicating browsing of the notification information, information indicating that the notification information is read is read from the terminal of the store from the terminal of the store The facility operation information management method according to any one of appendages 14 to 16, which is transmitted to the server device.

(Appendix 18)
The equipment according to appendix 17, wherein the server device causes the operator terminal to display information as to which item of the plurality of items of the notification information has been read at the terminal of the shop. Operation information management method.

(Appendix 19)
When the telephone correspondence result by the operator is inputted from the operator terminal and the maintenance request is included in the telephone correspondence result, the latest information on the operation information of the equipment and the countermeasure result is transmitted to the maintenance terminal. The facility operation information management method according to 14.

(Supplementary Note 20)
A process of transmitting notification information including facility operation information of a store and handling information to a terminal of the store;
Processing for acquiring information on whether or not the notification information is read at the terminal of the store and enabling browsing at an operator terminal of a maintenance call center;
A program that causes a computer to execute.

(Supplementary Note 21)
When the store side receives power to the maintenance call center, information on whether or not the notification information has been read at the terminal of the store is transmitted to the operator terminal, together with operation information of the facility and handling information, 24. The program according to Additional Note 20, which causes the computer to execute processing for displaying on the display unit of the operator terminal.

(Supplementary Note 22)
When the equipment abnormality or abnormality symptom and each countermeasure information are associated with each other and stored in the storage unit, the equipment operation information is acquired, and the equipment operation information indicates the equipment abnormality or abnormality symptom. 24. The program according to Supplementary Note 20 or 21, which causes the computer to execute processing of generating countermeasure information for an abnormality or abnormality sign of the facility with reference to the storage unit.

(Supplementary Note 23)
When the equipment is abnormal or a sign of abnormality, the notification information including the operation information of the equipment and the handling information, or the notification of the notification information from the server device, is displayed on the display unit of the terminal of the store The program according to any one of appendices 20 to 22, which causes the computer to execute processing for displaying.

(Supplementary Note 24)
24. The computer according to any one of appendices 20 to 23, causing the computer to execute a process of causing the operator terminal to display information on which item of the plurality of items of the notification information has been read in the terminal of the store program.

(Appendix 25)
When the result of telephone correspondence by the operator is input from the operator terminal and the maintenance request is included in the result of telephone correspondence, the computer is caused to execute the processing of transmitting the latest information on the operation information of the equipment and the management result to the maintenance terminal. The program described in Supplementary Note 20.

1 facility operation information management system 10 stores 11, 11a, 11b, 11c, 11-1, 11-2, 11-3 facilities 12 terminals (store terminals)
13 telephone 14 communication device 15 distribution board 16 smart meter 17 current sensor 20 server (server device)
21, 21a, 21b, 21c Equipment operation information detection unit 22 Equipment operation information reception unit 23 Handling method DB (storage unit)
24 Countermeasure result DB (storage unit)
25 facility operation information storage unit 26 facility operation information update information reception unit 27 facility operation information update information storage unit 28 facility operation information transmission unit 30 maintenance call center 31, 31-1-31-3 operator terminal 32 information terminal 33 telephone 34 communication device 40 Maintenance center 41 Maintenance terminal 111 Current waveform (combined current waveform of equipment)
112a, 112b, 112c Current waveform (current waveform of each equipment separated by equipment)
121 business screen 122 push notification screen 123 read button 124 icon 201 first means (first unit)
202 Second means (second unit)
311 screen 411 screen 500 computer device 501 processor 502 storage device 503 display device 504 communication interface

Claims (10)

A first means for transmitting notification information including facility operation information of a store and handling information to a terminal of the store;
A second means for acquiring information on whether or not the notification information has been read at the terminal of the store, and enabling browsing at an operator terminal of a maintenance call center;
A server apparatus comprising:   The second means, together with the operation information of the facility and the handling information when the electricity is received from the shop side to the maintenance call center, indicates whether or not the notification information has been read at the terminal of the shop, The server apparatus according to claim 1, wherein the server apparatus is transmitted to the operator terminal and displayed on a display unit of the operator terminal. A storage unit that associates and stores an abnormality or abnormality sign of the facility with each countermeasure information;
The operation information of the facility is acquired, and when the operation information of the facility indicates an anomaly or an abnormality sign of the facility, the storage unit is referred to generate information for coping with the anomaly or an abnormality sign of the facility. The server apparatus according to claim 1, further comprising third means. The first means is
When the equipment is abnormal or a sign of abnormality, the notification information including the operation information of the equipment and the handling information, or the notification of the notification information from the server device, is displayed on the display unit of the terminal of the store Display
The second means is
In the terminal of the store, when the staff of the store performs a predetermined operation indicating browsing of the notification information, information indicating that the notification information is read is received from the terminal of the store The server apparatus according to any one of claims 1 to 3, wherein: The second means is
5. The server apparatus according to claim 4, wherein information on which item of the plurality of items of the notification information has been read is displayed on the operator terminal at the terminal of the store.   The operator terminal further comprises means for transmitting the operation information of the facility and the latest information of the handling result to the maintenance terminal when the result of the handling of the phone by the operator is input from the operator terminal and the handling result includes the maintenance request. The server apparatus according to claim 1, characterized in that An operator terminal of a maintenance call center that carries out maintenance of facilities in the store,
The equipment from the server apparatus which transmits notification information including operation information of facilities of the shop and handling information to a terminal of the shop and acquires information on whether the notification information is read at the terminal of the shop Means for receiving the operation information and the action information, and information indicating whether the notification information has already been read, and displaying the information on the display unit.
An operator terminal characterized by being able to display operation information of the facility, handling information, and information as to whether or not it has been read, when the store side receives power to the maintenance call center. Means of transmitting notification information including facility operation information of the store and handling information to the terminal of the store, and information of whether the notification information has been read by the terminal of the store are acquired and the maintenance call center A server device comprising means for enabling browsing by an operator terminal;
An operator terminal that receives, from the server device, operation information and handling information of the facility, and information as to whether the notification information has been read or not, on a display unit;
Including
When the store side receives an incoming call to the maintenance call center, the operator terminal can display operation information of the facility of the store, handling information, and information as to whether or not it has been read. Facility operation information management system. Sending notification information including the operation information of the facility of the store and the handling information from the server to the terminal of the store;
A method of managing facility operation information, wherein the server acquires information as to whether the notification information has been read at the terminal of the store and allows browsing at an operator terminal of a maintenance call center. A process of transmitting notification information including facility operation information of a store and handling information to a terminal of the store;
Processing for acquiring information on whether or not the notification information is read at the terminal of the store and enabling browsing at an operator terminal of a maintenance call center;
A program that causes a computer to execute.

Images