JP6784156B2 - Contact output device, contact output method and contact output program - Google Patents

Description

The present invention relates to a contact output device, a contact output method, and a contact output program.

Cloud services that provide computer resources such as hardware and software are provided via networks such as the Internet. For example, a cloud service is provided as a customer by a business operator that provides various systems to end users. In such a cloud service, when a failure occurs in the server device or the like, the maintenance person of the server device notifies the person in charge of the customer that the failure has occurred. The customer representative who is contacted minimizes the impact on the customer's system by taking various measures for the failure that has occurred. In some cases, measures are taken to reduce downtime when the customer's system goes down.

In such a communication business, each customer selects a plurality of customer representatives. Then, the customer sets the order in which each customer representative is contacted in the event of a failure. When a failure occurs in a server device or the like, the maintenance person of the cloud service notifies the high-ranking customer representative of the failure. However, the customer representative may not be able to receive contact from the maintenance person, such as when he / she does not have a telephone or the like. In such a case, the maintenance person will be delayed in contacting the next-ranked customer contact for the time that the maintenance person keeps calling until he / she determines that the high-priority customer contact cannot be contacted. Therefore, as the number of customer representatives who cannot be contacted increases, the service will deteriorate. In particular, when it is necessary to contact a large number of customers in the event of a failure, such as a cloud service, the deterioration of the service becomes noticeable.

Japanese Unexamined Patent Publication No. 9-222915 Japanese Unexamined Patent Publication No. 2008-293208 Japanese Unexamined Patent Publication No. 2004-136603 Japanese Unexamined Patent Publication No. 2014-89582

However, the above technique cannot prevent the service from being degraded when a failure occurs.

In one aspect, it is an object of the present invention to provide a contact output device, a contact output method, and a contact output program that can prevent service degradation in the event of a failure.

In one aspect, the contact output device identifies a plurality of customer representatives who report a failure from a customer information storage unit that stores customer information based on the detection of a failure, and a plurality of specific units specified by the specific unit. A decision to determine the priority of a plurality of customer representatives based on the acquisition unit that acquires the status information of the customer representative based on the vital information corresponding to the customer representative of the customer and the status information acquired by the acquisition department. It has a unit and an output unit that outputs the contact information of the customer representative based on the priority determined by the determination unit.

It is possible to prevent service degradation when a failure occurs.

FIG. 1 is a diagram showing a configuration of a contact output system according to the first embodiment. FIG. 2 is a block diagram showing a functional configuration of each device included in the contact output system according to the first embodiment. FIG. 3 is a diagram showing an example of information stored in the customer information DB. FIG. 4 is a diagram showing an example of information stored in the contact DB. FIG. 5 is a diagram showing an example of information stored in the communication record DB. FIG. 6 is a diagram showing a display example for each case. FIG. 7 is a diagram showing a control sequence of the state information acquisition process according to the first embodiment. FIG. 8 is a diagram showing a flowchart of the mounting state determination process according to the first embodiment. FIG. 9 is a diagram showing a control sequence of contact list output processing according to the first embodiment. FIG. 10 is a diagram showing a control sequence of the communication recording process according to the first embodiment. FIG. 11 is a diagram showing a control sequence of the non-mounted notification process according to the first embodiment. FIG. 12 is a diagram showing a hardware configuration example of a computer that executes the contact output program according to the first and second embodiments.

The contact output device, contact output method, and contact output program according to the present application will be described below with reference to the attached drawings. It should be noted that this embodiment does not limit the disclosed technology. Then, each embodiment can be appropriately combined as long as the processing contents do not contradict each other.

[System configuration]
FIG. 1 is a diagram showing a configuration of a contact output system 1 according to a first embodiment. The contact output system 1 shown in FIG. 1 is a system that prevents a service deterioration at the time of a failure based on the vital information of the customer in charge when a failure occurs in the server device 10 of the cloud.

As shown in FIG. 1, the contact output system 1 includes a server device 10, a maintenance server 20, a maintenance person terminal 30, a plurality of customer representative terminals 40, and a plurality of wearable terminals 50. Although FIG. 1 shows one server device 10, one maintenance server 20, and one maintenance person terminal 30, the number of server devices, maintenance servers, and maintenance person terminals accommodated in the system is arbitrary. It can be a number.

The server device 10, the maintenance server 20, the maintenance person terminal 30, and the customer person in charge terminal 40 are communicably connected via the network 60. The network 60 can adopt any kind of communication network such as the Internet (Internet), LAN (Local Area Network) and VPN (Virtual Private Network) regardless of whether it is wired or wireless. Further, the customer representative terminal 40 is communicably connected to the wearable terminal 50 by short-range wireless communication or the like.

The server device 10 is a computer that provides a cloud service in the contact output system 1 described above.

In one embodiment, the server device 10 provides hardware and software in a cloud service. Further, the server device 10 outputs the executed process. The conditions of the place where the server device 10 is arranged are not limited and can be arranged at any place, but as an example, it can be arranged at a data center or the like.

The maintenance server 20 is a computer used for maintenance of the server device 10.

In one embodiment, the maintenance server 20 detects a failure that has occurred in the server device 10 from the log output by the server device 10. In addition, the maintenance server 20 stores a list of customer representatives. The customer representative is a customer representative who receives a notification that a failure has occurred in the server device 10 among customers who use the cloud service. In this list, a predetermined order, which is the order of the customer representative who is contacted when a failure occurs in the server device 10, is set.

Further, the maintenance server 20 receives the state information indicating the state of the living body of the customer person in charge from the wearable terminal 50 of each customer person in charge. The maintenance server 20 determines whether or not each customer representative is wearing the wearable terminal 50 based on the received status information. That is, the maintenance server 20 determines whether or not each customer representative is in a state where he / she can be notified that the server device 10 has failed. Then, the maintenance server 20 determines the priority of each customer person in charge based on the determination result and the specified order. Here, the priority is the degree of prioritizing the occurrence of a failure. Then, the maintenance server 20 outputs the priority of each customer person in charge and the contact information to the maintenance person terminal 30. There are no restrictions on the conditions of the place where the maintenance server 20 is arranged, and it can be arranged at any place, but as an example, it can be arranged at a maintenance center or the like. Further, the operating entity that operates the data center and the maintenance center may be the same business operator or different business operators.

The maintenance person terminal 30 is a terminal used by the maintenance person of the server device 10.

As one embodiment, as the maintenance person terminal 30, in addition to a smartphone, a mobile phone, a mobile communication terminal such as a PHS or a PDA, a tablet terminal, or the like can be adopted. "PHS" described here is an abbreviation for "Personal Handyphone System", and "PDA" is an abbreviation for "Personal Digital Assistants". Further, the maintenance person terminal 30 may be a fixed terminal such as a personal computer, a fixed telephone, or the like. The maintenance person terminal 30 displays the customer person in charge output by the maintenance server 20. Further, the maintenance person terminal 30 can notify the displayed customer person in charge that a failure has occurred in the server device 10 by telephone or the like.

The customer representative terminal 40 is a terminal used by the customer representative.

As one embodiment, as the customer representative terminal 40, in addition to a smartphone, a mobile phone, a mobile communication terminal such as a PHS or PDA, a tablet terminal, or the like can be adopted. Further, the customer representative terminal 40 is connected to the wearable terminal 50 by short-range wireless communication or the like. Then, the customer representative terminal 40 relays the transmission / reception of various information of the wearable terminal 50.

The wearable terminal 50 is a terminal worn by a customer representative.

In one embodiment, the wearable terminal 50 is a terminal associated with the customer representative terminal 40. The form of the wearable terminal 50 is not limited and may be any form, but as an example, it may be in the form of a wristwatch or an earphone. Further, the wearable terminal 50 can detect the pulse of the customer person in charge wearing the wearable terminal 50 by the pulse sensor 52 (see FIG. 2). Further, the wearable terminal 50 can transmit and receive various information to and from the customer representative terminal 40 by short-range wireless communication. As a result, the wearable terminal 50 can transmit the detected state information indicating the pulse state of the customer person in charge to the maintenance server 20 via the customer person in charge terminal 40. Further, the wearable terminal 50 can transmit and receive the voice data of the telephone call to the connected customer representative terminal 40 by short-range wireless communication. That is, the wearable terminal 50 can receive an incoming call to the connected customer representative terminal 40.

[Functional configuration of server device 10]
FIG. 2 is a block diagram showing a functional configuration of each device included in the contact output system 1 according to the first embodiment. As shown in FIG. 2, the server device 10 includes a communication I / F unit 11, a storage unit 12, and a control unit 13. Note that FIG. 2 shows a solid line showing the relationship between data input / output, but this is only shown for the minimum part for convenience of explanation. That is, the input / output of data relating to each processing unit is not limited to the illustrated example, and the input / output of data other than those shown in the drawing, for example, between the processing unit and the processing unit, between the processing unit and the data, and between the processing unit and the outside. Data may be input and output between the devices.

The communication I / F unit 11 is an interface that controls communication with other devices such as a maintenance server 20, a maintenance person terminal 30, and a customer person in charge terminal 40.

As one embodiment, a network interface card such as a LAN card can be adopted for the communication I / F unit 11. For example, the communication I / F unit 11 transmits a log of a processing event executed by the server device 10 to the maintenance server 20.

The storage unit 12 is a storage device that stores data used in various programs such as an application program, including an OS (Operating System) executed by the control unit 13.

In one embodiment, the storage unit 12 can be implemented as an auxiliary storage device in the server device 10. For example, an HDD (Hard Disk Drive), an optical disk, an SSD (Solid State Drive), or the like can be adopted as the storage unit 12. The storage unit 12 does not necessarily have to be mounted as an auxiliary storage device, and may be mounted as a main storage device in the server device 10. In this case, various semiconductor memory elements such as RAM (Random Access Memory) and flash memory can be adopted for the storage unit 12.

The control unit 13 is a processing unit that controls the overall control of the server device 10.

As one embodiment, the control unit 13 is implemented as a central processing unit, a so-called CPU (Central Processing Unit). The control unit 13 does not necessarily have to be mounted as a central processing unit, and may be mounted as an MPU (Micro Processing Unit) or an MCU (Micro Controller Unit). The control unit 13 can also be realized by hard-wired logic such as an ASIC (Application Specific Integrated Circuit) or an FPGA (Field Programmable Gate Array).

The control unit 13 outputs a log stored as an application program that outputs a log on a work area of a RAM such as a DRAM (Dynamic Random Access Memory) or a SRAM (Static Random Access Memory) mounted as a main storage device (not shown). By deploying the program as a process, the following processing unit is virtually realized.

For example, the control unit 13 has a log generation unit 131 as shown in FIG.

The log generation unit 131 is a processing unit that generates various logs.

As one embodiment, the log generation unit 131 generates a log indicating the processing executed by the server device 10 and the event that has occurred. Then, the log generation unit 131 transmits the generated log to the maintenance server 20.

[Functional configuration of maintenance server 20]
As shown in FIG. 2, the maintenance server 20 has a communication I / F unit 21, a storage unit 22, and a control unit 23. Note that FIG. 2 shows a solid line showing the relationship between data input / output, but this is only shown for the minimum part for convenience of explanation. That is, the input / output of data relating to each processing unit is not limited to the illustrated example, and the input / output of data other than those shown in the drawing, for example, between the processing unit and the processing unit, between the processing unit and the data, and between the processing unit and the outside. Data may be input and output between the devices.

The communication I / F unit 21 is an interface for controlling communication with other devices such as a server device 10, a maintenance person terminal 30, and a customer person in charge terminal 40.

As one embodiment, a network interface card such as a LAN card can be adopted for the communication I / F unit 21. For example, the communication I / F unit 21 receives a log from the server device 10 and transmits a contact list of the customer person in charge to the maintenance person terminal 30. Further, when it is determined that the customer person in charge is not wearing the wearable terminal 50, the communication I / F unit 21 transmits the wearing request information requesting the wearing of the wearable terminal 50.

The storage unit 22 is a storage device that stores data used in various programs such as application programs, including an OS executed by the control unit 23.

In one embodiment, the storage unit 22 can be implemented as an auxiliary storage device in the maintenance server 20. For example, an HDD, an optical disk, an SSD, or the like can be adopted as the storage unit 22. The storage unit 22 does not necessarily have to be mounted as an auxiliary storage device, and may be mounted as a main storage device in the maintenance server 20. In this case, various semiconductor memory elements such as RAM and flash memory can be adopted for the storage unit 22.

The storage unit 22 stores the customer information DB (Data Base) 221, the contact DB 222, and the contact record DB 223 as an example of the data used in the program executed by the control unit 23.

The customer information DB 221 is a database including customer information having various information about the person in charge of the customer.

FIG. 3 is a diagram showing an example of information stored in the customer information DB 221. As shown in FIG. 3, the customer information DB 221 includes a customer code, a customer contact code, contact information, state information, a wearing flag, and an undetected time. The customer code is information that identifies the customer. The customer contact code is information that identifies a customer contact who is a person who is contacted when a failure occurs in the server device 10 in a customer who uses the server device 10. Contact information is information indicating the contact information of the customer representative. Arbitrary information can be set in the contact information, and one example is the telephone number of the customer representative terminal 40 of the customer representative. The state information is information indicating the state of the living body of the customer person in charge who wears the wearable terminal 50. The wearing flag is information indicating whether or not the wearable terminal 50 acquired based on the state information is worn. The undetected time is information indicating the elapsed time since the pulse of the customer representative is no longer detected. That is, the undetected time is information indicating the elapsed time since the person in charge of the customer stopped detecting the wearing of the wearable terminal 50.

The contact DB 222 is a database in which a plurality of customer representatives who are notified that a failure has occurred are registered.

FIG. 4 is a diagram showing an example of information stored in the contact DB 222. As shown in FIG. 4, the contact DB 222 includes a customer code, a fault classification, a date, and a list of default contacts. The customer code is information that identifies the customer. The fault classification is information indicating the classification of the detected fault contents. The fault classification may be the fault code itself detected by the fault detection unit, or a plurality of fault codes may be assigned to a classification smaller than the number of the fault codes. The date is information indicating the date when the failure was detected. The default contact list is information in which a plurality of customer representatives who are contacts for a failure are registered. Then, each customer contact person in the specified contact list has a specified order. The specified order is a predetermined order. For example, the maintenance person of the server device 10 first contacts the customer contact person who has the highest specified order, and when the contact cannot be made, the maintenance person contacts the second person in charge. The date in the contact DB 222 is an example of a condition for identifying a plurality of customer representatives, and may be other contents such as a day of the week and a time.

The communication record DB 223 is a database containing a record regarding the communication of the occurrence of a failure.

FIG. 5 is a diagram showing an example of information stored in the communication record DB 223. As shown in FIG. 5, the contact record DB 223 includes a date and time, a failure code, a contact source, and a contact. The date and time is information indicating the date and time when the person in charge of the customer was contacted. The fault code is information that identifies the fault. The contact source is information indicating the contact source that contacted the customer representative. That is, the contact source is information indicating the maintainer of the server device 10. The contact information is information indicating the contact person who notified that the failure has occurred. That is, the contact information is information indicating the contacted customer representative.

The control unit 23 is a processing unit that controls the overall control of the maintenance server 20.

In one embodiment, the control unit 23 is implemented as a central processing unit, a so-called CPU. The control unit 23 does not necessarily have to be mounted as a central processing unit, and may be mounted as an MPU or MCU. The control unit 23 can also be realized by hard-wired logic such as ASIC or FPGA.

The control unit 23 develops a contact output program stored as an application program for outputting the contact information of the customer representative as a process on a work area of a RAM such as a DRAM or SRAM mounted as a main storage device (not shown). By doing so, the following processing unit is virtually realized.

For example, as shown in FIG. 2, the control unit 23 includes a failure detection unit 231, a customer representative identification unit 232, a state information acquisition unit 233, a mounting determination unit 234, a priority determination unit 235, and contact information. It has a list output unit 236, a mounting request information transmission unit 237, and a communication recording unit 238.

The failure detection unit 231 is a processing unit that detects a failure that has occurred in the server device 10.

As one embodiment, the failure detection unit 231 detects a failure that has occurred in the server device 10 from the log output by the server device 10. In addition, the failure detection unit 231 identifies a failure classification indicating the classification of the detected failure content from an identifier such as a character string or a sequence included in the detected log. Further, the fault detection unit 231 transmits fault detection information indicating that the fault has been detected to the maintenance person terminal 30. The failure detection information includes, for example, a failure code or the like as information indicating the content of the detected failure.

The customer representative identification unit 232 is a processing unit that identifies a plurality of customer representatives who notify that a failure has occurred. The customer representative identification unit 232 is an example of the specific unit.

In one embodiment, the customer representative identification unit 232 is associated with the customer code of the customer notifying the occurrence of the failure, the failure classification identified by the failure detection unit 231 and the date when the failure detection unit 231 detects the failure. A plurality of customer representatives are specified from the contact DB 222. As a result, the customer representative identification unit 232 can identify a plurality of customer contact persons who report the failure from the customer information DB 221 including the customer information based on the detection of the failure. Further, since the customer representative identification unit 232 identifies a plurality of different customer representatives for each failure classification, it is possible to identify a plurality of different customer representatives for each detected failure.

The state information acquisition unit 233 is a processing unit that acquires state information from the wearable terminal 50 via the customer representative terminal 40. The state information acquisition unit 233 is an example of the acquisition unit.

In one embodiment, the state information acquisition unit 233 receives the state information transmitted from the wearable terminal 50 via the customer representative terminal 40. Then, the state information acquisition unit 233 stores the received state information in the customer information DB 221 in association with the customer person in charge code of the customer person in charge who uses the wearable terminal 50 of the transmission source. As a result, the state information acquisition unit 233 acquires the state information of the customer person in charge corresponding to the plurality of customer person in charge specified by the customer person in charge identification unit 232.

The wearing determination unit 234 is a processing unit that determines whether or not the customer person in charge is wearing the wearable terminal 50 based on the state information. The mounting determination unit 234 is an example of the determination unit.

As one embodiment, the wearing determination unit 234 determines whether or not the pulse of the customer person in charge can be detected based on the state information. When the wearing determination unit 234 detects the pulse of the customer person in charge, it determines that the customer person in charge is wearing the wearable terminal 50. Then, the wearing determination unit 234 sets the wearing flag that the wearable terminal 50 is being worn. On the other hand, the mounting determination unit 234 determines whether or not the undetected state in which the pulse could not be detected has elapsed for a predetermined time or more when the pulse of the customer person in charge could not be detected. The attachment determination unit 234 determines that the customer representative has not attached the wearable terminal 50 when the undetected state has elapsed for a predetermined time or longer. Then, the attachment determination unit 234 sets the attachment flag that the wearable terminal 50 is not attached. Here, an arbitrary period can be set for the predetermined time, but as an example, it is 10 minutes.

The priority determination unit 235 is a processing unit that sets a priority for each customer in charge of each customer. The priority determination unit 235 is an example of the determination unit.

In one embodiment, the priority determination unit 235 determines the priority of each customer contact person by generating a contact list in which one or more customer contact persons are registered based on the wearing flag. Here, the contact list is information including the customer contact code of the customer contact who receives the notification of the failure occurrence, the contact information of the customer contact, and the priority of the customer contact.

The priority determination unit 235 determines whether or not the wearable terminal 50 is set to be attached to the attachment flag for each of the plurality of customer personnel identified by the customer representative identification unit 232. The priority determination unit 235 registers the customer contact code of the customer contact who is set to wear the wearable terminal 50 in the wearing flag and the contact information of the customer contact in the contact list. Further, the priority determination unit 235 determines the order of registration in the contact list as the priority of the customer representative. As a result, the priority determination unit 235 determines the priority of the plurality of customer representatives by the attachment flag determined by the attachment determination unit 234 based on the state information acquired by the state information acquisition unit 233. Further, the priority determination unit 235 can determine the priority of a plurality of customer personnel for each customer of the customer code specified in the customer representative identification unit 232.

Here, the priority determination unit 235 determines in order from the customer contact person with the highest specified order among the plurality of customer target persons specified by the customer contact person identification unit 232. That is, the priority determination unit 235 registers the wearable terminal 50 in the contact list in order from the customer contact person with the highest specified order on the condition that the wearable terminal 50 is set to be attached to the attachment flag. Therefore, the priority determination unit 235 determines a higher priority for the customer representative who has a high specified order and is set to have the wearable terminal 50 attached to the attachment flag. It is optional whether or not to register the customer representative whose wearable terminal 50 is not attached to the attachment flag in the contact list. For example, the priority determination unit 235 does not have to register the customer contact person who has not been installed in the contact list, or may register the customer contact person in the contact list together with the priority indicating that the contact is not possible. Good. In the first embodiment, a case where the customer contact person who is not attached is not registered in the contact list will be described as an example.

The contact list output unit 236 is a processing unit that outputs a contact list. The contact list output unit 236 is an example of the output unit.

As one embodiment, the contact list output unit 236 transmits the contact list generated by the priority determination unit 235 to the maintenance person terminal 30. Here, in the contact list, the priority is determined for each of the customer representatives by the priority determination unit 235. As a result, the contact list output unit 236 can output the contact information of the customer representative based on the priority determined by the priority determination unit 235. In addition, the contact list excludes the customer representative who is not equipped with the wearable terminal 50. As a result, the contact list output unit 236 outputs the contact list of the remaining customer contact persons excluding the customer contact person determined that the wearable terminal 50 is not attached. The method in which the contact list output unit 236 transmits the contact information of the customer contact person is not limited to the method of collectively transmitting the contact information as a contact list. For example, the contact list output unit 236 may sequentially transmit the contact information of the customer contact person in descending order of priority.

The wearing request information transmitting unit 237 is a processing unit that transmits the wearing request information requesting the wearing of the wearable terminal 50. The mounting request information transmission unit 237 is an example of the transmission unit.

As one embodiment, the wearing request information transmitting unit 237 determines whether or not the customer person in charge is wearing the wearable terminal 50 based on the wearing flag. Then, when the customer person in charge determines that the wearable terminal 50 is not attached, the attachment request information transmission unit 237 transmits the attachment request information to the customer person in charge terminal 40 of the customer person in charge who is not attached. The wearing request information transmission unit 237 may transmit the wearing request information not only to the customer person in charge terminal 40 but also to the corresponding wearable terminal 50, and may be mounted on both the wearable terminal 50 and the customer person in charge terminal 40. Request information may be sent.

The communication recording unit 238 is a processing unit that records the communication of the failure that has occurred in the server device 10.

As one embodiment, when the contact record unit 238 receives the contact record information indicating the call record of the failure contact that has occurred in the server device 10 from the maintenance person terminal 30, the contact record information is stored in the contact record DB 223. That is, the contact record unit 238 stores the date and time included in the contact record information, the failure code, the contact source, and the contact information in the contact record DB 223.

[Functional configuration of maintenance terminal 30]
As shown in FIG. 2, the maintenance person terminal 30 has a communication I / F unit 31, a touch panel 32, a telephone unit 33, and a control unit 34. Note that FIG. 2 shows a solid line showing the relationship between data input / output, but this is only shown for the minimum part for convenience of explanation. That is, the input / output of data relating to each processing unit is not limited to the illustrated example, and the input / output of data other than those shown in the drawing, for example, between the processing unit and the processing unit, between the processing unit and the data, and between the processing unit and the outside. Data may be input and output between the devices.

The communication I / F unit 31 is an interface that controls communication with other devices such as a server device 10, a maintenance server 20, and a customer representative terminal 40.

As one embodiment, the communication I / F unit 31 is an interface that communicates with another device via a mobile communication network or the like connected to the base station by connecting to the base station via an antenna. The communication I / F unit 31 may be an interface for communicating with another device by a communication method such as WiFi (registered trademark, Wireless Fidelity) communication. For example, the communication I / F unit 31 receives the contact list of the customer person in charge transmitted by the maintenance server 20, and transmits the contact record information to the maintenance server 20.

The touch panel 32 is a displayable and inputtable device.

As one embodiment, the touch panel 32 displays an image output by a program executed on the processor mounted on the maintenance person terminal 30, for example, an OS or an application program. While performing such a display, the touch panel 32 can also accept input of touch operations such as tap, flick, sweep, pinch-in and pinch-out performed on the screen of the touch panel 32. Although the touch panel 32 is illustrated here as an input device for inputting instructions to the maintenance person terminal 30, the touch panel 32 is not limited to this, and has a physical key or the like that realizes complementary input with the touch panel 32. You may.

The call unit 33 is a device for making a voice call.

As one embodiment, the call unit 33 realizes a voice call with the customer representative terminal 40 connected via a mobile communication network or the like connected to the base station. That is, the call unit 33 outputs the voice data output from the customer representative terminal 40 to be called from a speaker (not shown). Further, the call unit 33 outputs voice data collected by a microphone (not shown) to the customer representative terminal 40 to be called. The call unit 33 is not limited to the mobile communication network, and may be connected to the customer representative terminal 40 by another method.

The control unit 34 is a processing unit that controls the overall control of the maintenance person terminal 30.

In one embodiment, the control unit 34 is implemented as a central processing unit, a so-called CPU. The control unit 34 does not necessarily have to be mounted as a central processing unit, and may be mounted as an MPU or MCU. The control unit 34 can also be realized by hard-wired logic such as ASIC or FPGA.

The control unit 34 develops a contact work support program stored as an application program for supporting contact work with the customer in charge as a process on a work area of a RAM such as a DRAM or SRAM mounted as a main storage device (not shown). By doing so, the following processing unit is virtually realized.

For example, the control unit 34 has a display control unit 341 and an operation control unit 342, as shown in FIG.

The display control unit 341 is a processing unit that controls the screen to be displayed on the touch panel 32.

As one embodiment, when the display control unit 341 receives the failure detection information from the maintenance server 20, the touch panel 32 displays a screen showing the details of the failure. Further, when the display control unit 341 receives the contact list from the maintenance server 20, the display control unit 341 displays the list of customer representatives on the touch panel 32 based on the priority included in the contact list.

The operation control unit 342 is a processing unit that controls the reception of touch operations by the touch panel 32.

As one embodiment, when the operation control unit 342 receives the content of a failure that has occurred in the server device 10 from the maintenance server 20, a touch that selects one customer to notify that a failure has occurred from one or more customers. Accept operations. That is, the operation control unit 342 accepts a touch operation for displaying the contact list of the customer representative of the selected customer. In this case, the operation control unit 342 sends a contact list request requesting the contact list to the maintenance server 20. Then, the operation control unit 342 accepts a touch operation for selecting one customer representative to notify that a failure has occurred from the contact list. Further, the operation control unit 342 accepts a touch operation for starting a call with the selected customer representative and a touch operation for ending the call.

The call control unit 343 is a processing unit that controls a call by the call unit 33.

As one embodiment, the call control unit 343 makes a call to the designated customer representative terminal 40 or the like when the call control operation is accepted. Then, the call control unit 343 starts a call when the call is connected to the customer representative terminal 40 that has made a call. Further, the call control unit 343 generates contact record information in the case of a call with a customer representative selected from the contact list. Here, the contact record information includes the date and time of the call, the failure code acquired from the failure detection information, the information indicating the maintainer of the contact source who made the call, and the customer representative indicating the customer contact person of the contact who made the call. Contains code and.

[Functional configuration of customer representative terminal 40]
As shown in FIG. 2, the customer representative terminal 40 has a communication I / F unit 41, a short-range communication I / F unit 42, a communication unit 43, and a control unit 44. Note that FIG. 2 shows a solid line showing the relationship between data input / output, but this is only shown for the minimum part for convenience of explanation. That is, the input / output of data relating to each processing unit is not limited to the illustrated example, and the input / output of data other than those shown in the drawing, for example, between the processing unit and the processing unit, between the processing unit and the data, and between the processing unit and the outside. Data may be input and output between the devices.

The communication I / F unit 41 is an interface that controls communication with other devices such as a server device 10, a maintenance server 20, and a maintenance person terminal 30.

As one embodiment, the communication I / F unit 41 is an interface that communicates with another device via a mobile communication network or the like connected to the base station by connecting to the base station via an antenna. The communication I / F unit 41 may be an interface for communicating with another device by a communication method such as WiFi (registered trademark) communication.

The short-range communication I / F unit 42 is an interface for performing short-range wireless communication control with another device, for example, a wearable terminal 50.

As one embodiment, the short-range communication I / F unit 42 uses any short-range radio communication standard such as Bluetooth (registered trademark), BLE (Bluetooth (registered trademark) Low Energy), or NFC (Near Field radio Communication). Can be adopted. For example, the short-range communication I / F unit 42 transmits voice data received by the communication unit 43 via a mobile communication network or the like. Further, the short-range communication I / F unit 42 receives the voice data output from the wearable terminal 50.

The call unit 43 is a device for making a voice call.

As one embodiment, the call unit 43 realizes a voice call with the customer representative terminal 40 connected via a mobile communication network or the like connected to the base station. That is, the call unit 43 outputs the voice data output from the maintenance person terminal 30 to be called from a speaker (not shown). Further, the call unit 43 outputs voice data collected by a microphone (not shown) to the maintenance person terminal 30 to be called. Further, the call unit 43 also outputs the voice data received from the wearable terminal 50 by the short-range communication I / F unit 42 to the maintenance person terminal 30. The telephone unit 43 is not limited to the mobile communication network, and may be connected to the maintenance person terminal 30 by another method.

The control unit 44 is a processing unit that controls the entire control of the customer representative terminal 40.

In one embodiment, the control unit 44 is implemented as a central processing unit, a so-called CPU. The control unit 44 does not necessarily have to be mounted as a central processing unit, and may be mounted as an MPU or MCU. The control unit 44 can also be realized by hard-wired logic such as ASIC or FPGA.

The control unit 44 deploys a relay program stored as an application program for relaying communication from the maintainer on a work area of a RAM such as a DRAM or SRAM mounted as a main storage device (not shown) as a process, thereby developing the following as a process. Virtually realize the processing unit of.

For example, the control unit 44 has a relay control unit 441 as shown in FIG.

The relay control unit 441 is a processing unit that controls transmission / reception of various information to the wearable terminal 50.

As one embodiment, the relay control unit 441 causes the short-range communication I / F unit 42 to transmit various information received by the communication I / F unit 41. Further, the relay control unit 441 causes the communication I / F unit 41 to transmit various information received by the short-range communication I / F unit 42.

[Functional configuration of wearable terminal 50]
As shown in FIG. 2, the wearable terminal 50 includes a short-range communication I / F unit 51, a pulse sensor 52, a touch panel 53, a voice input / output unit 54, and a control unit 55. Note that FIG. 2 shows a solid line showing the relationship between data input / output, but this is only shown for the minimum part for convenience of explanation. That is, the input / output of data relating to each processing unit is not limited to the illustrated example, and the input / output of data other than those shown in the drawing, for example, between the processing unit and the processing unit, between the processing unit and the data, and between the processing unit and the outside. Data may be input and output between the devices.

The short-range communication I / F unit 51 is an interface for performing short-range wireless communication control with another device, for example, a customer representative terminal 40.

As one embodiment, the short-range communication I / F unit 51 can adopt any short-range wireless communication standard such as Bluetooth (registered trademark), BLE, or NFC. For example, the short-range communication I / F unit 51 transmits / receives voice data of a voice call and receives wearing request information via a customer representative terminal 40.

The pulse sensor 52 is a sensor that detects a pulse.

In one embodiment, the pulse sensor 52 outputs vital information indicating the pulse state as a signal that the customer person in charge is wearing the wearable terminal 50.

The touch panel 53 is a displayable and inputtable device.

As one embodiment, the touch panel 53 displays an image output by a program executed on the processor mounted on the wearable terminal 50, for example, an OS or an application program. While performing such a display, the touch panel 53 can also accept input of touch operations such as tapping, flicking, sweeping, pinch-in and pinch-out performed on the screen of the touch panel 53. For example, the touch panel 53 displays a screen indicating that a call has been received from the customer representative terminal 40 connected by the short-range communication I / F unit 51, or inputs a touch operation for receiving a call on the wearable terminal 50. I will accept it. Although the touch panel 53 has been illustrated here as an input device for inputting instructions to the wearable terminal 50, the touch panel 53 is not limited to this, and has a physical key or the like that realizes complementary input with the touch panel 53. May be good. Further, the wearable terminal 50 is not limited to the screen of the touch panel 53 to indicate that a call is made to the customer representative terminal 40 connected by the short-range communication I / F unit 51 by a light such as an LED (Light Emitting Diode). The customer representative may be notified.

The voice input / output unit 54 is a device that inputs / outputs voice for a voice call.

As one embodiment, the voice input / output unit 54 realizes a voice call with the maintenance person terminal 30 via the customer person in charge terminal 40 connected by the short-range communication I / F unit 51. That is, the voice input / output unit 54 outputs the voice data output from the maintenance person terminal 30 to be called from a speaker (not shown). Further, the voice input / output unit 54 outputs voice data collected by a microphone (not shown) to the maintenance person terminal 30 to be called.

The control unit 55 is a processing unit that controls the entire wearable terminal 50.

In one embodiment, the control unit 55 is implemented as a central processing unit, a so-called CPU. The control unit 55 does not necessarily have to be mounted as a central processing unit, and may be mounted as an MPU or MCU. The control unit 55 can also be realized by hard-wired logic such as ASIC or FPGA.

The control unit 55 uses a reception work support program stored as an application program to support reception work contacted by a maintainer on a work area of a RAM such as a DRAM or SRAM mounted as a main storage device (not shown) as a process. By expanding, the following processing unit is virtually realized.

For example, as shown in FIG. 2, the control unit 55 includes a pulse detection unit 551, a state information generation unit 552, and a wearing request notification unit 553.

The pulse detection unit 551 is a processing unit that controls the detection of the pulse by the pulse sensor 52.

In one embodiment, the pulse detection unit 551 detects the pulse of the customer person in charge wearing the wearable terminal 50 based on the vital information output from the pulse sensor 52.

The state information generation unit 552 is a processing unit that generates state information.

As one embodiment, the state information generation unit 552 generates state information indicating the pulse state of the customer person in charge based on the detection result of the pulse detection unit 551. Here, arbitrary contents can be stored in the state information, but as an example, the pulse detection and the detection time may be stored, or the pulse detected at a fixed time may be stored. Good.

The wearing request notification unit 553 is a processing unit that executes a notification requesting the wearing of the wearable terminal 50.

As one embodiment, the wearing request notification unit 553 executes a notification requesting the wearing of the wearable terminal 50 when the short-range communication I / F unit 51 receives the wearing request information. For example, the wearing request notification unit 553 displays a screen or the like requesting wearing of the wearable terminal 50 on the touch panel 53 to notify the wearing. The mounting request notification unit 553 is not limited to notification by displaying on the screen, and can adopt any notification method such as voice or vibration.

FIG. 6 is a diagram showing a display example for each case. In each case shown in FIG. 6, the customer contact 1 is ranked first, the customer contact 2 is ranked second, and the customer representative 3 is ranked third. It shows that the specified order of the customer representative 4 is the fourth place. The display example shown in FIG. 6 shows a state in which the customer representatives with high priority are displayed in order from the top in the contact list.

In Case 1, the status information of the four customer representatives indicates that the pulse of each customer representative was detected. Therefore, as a result of the wearing state determination processing of Case 1, the wearing flag is set to "1" indicating that the customer person in charge is wearing the wearable terminal 50. Therefore, the priority of Case 1 is the same as the specified order. Therefore, the display example of Case 1 shows that "Customer Representative 1", "Customer Representative 2", "Customer Representative 3", and "Customer Representative 4" are displayed side by side in this order.

In Case 2, the status information of the customer representative 1 indicates that the pulse was not detected. Then, the status information of each of the remaining customer representatives indicates that the pulse of each customer representative has been detected. Therefore, as a result of the wearing state determination processing in Case 2, the wearing flag of the customer person in charge 1 is set to "0" indicating that the customer person in charge 1 has not worn the wearable terminal 50. Further, the wearing flag of each of the remaining customer representatives is set to "1" indicating that the customer representative is wearing the wearable terminal 50. Therefore, the priority of Case 2 is set in the order of the specified order for the customer representatives excluding "customer representative 1". Therefore, the display example of Case 2 shows that "Customer Representative 2", "Customer Representative 3", and "Customer Representative 4" are displayed side by side in this order.

In Case 3, the status information of the customer representatives 1 and 2 indicates that the pulse was not detected. Then, the status information of each of the remaining customer representatives indicates that the pulse of each customer representative has been detected. Therefore, as a result of the wearing state determination processing in Case 3, the wearing flags of the customer representatives 1 and 2 are set to "0" indicating that the wearable terminal 50 is not worn. Further, the wearing flag of each of the remaining customer representatives is set to "1" indicating that the customer representative is wearing the wearable terminal 50. Therefore, the priority of Case 3 is set in the order of the specified order for the customer representatives excluding "customer representative 1" and "customer representative 2". Therefore, the display example of Case 3 shows that "Customer Representative 3" and "Customer Representative 4" are displayed side by side in this order.

In Case 4, the state information of the customer representative 2 indicates that the pulse was not detected. Then, the status information of each of the remaining customer representatives indicates that the pulse of each customer representative has been detected. Therefore, as a result of the wearing state determination processing in Case 4, the wearing flag of the customer person in charge 2 is set to "0" indicating that the wearable terminal 50 is not worn. Further, the wearing flag of each of the remaining customer representatives is set to "1" indicating that the customer representative is wearing the wearable terminal 50. Therefore, the priority of Case 4 is set in the order of the specified order for the customer representatives excluding the “customer representative 3”. Therefore, the display example of Case 4 shows that "Customer Representative 1", "Customer Representative 3", and "Customer Representative 4" are displayed side by side in this order.

In Case 5, the state information of the customer representatives 1, 2 and 4 indicates that the pulse was not detected. Then, the state information of the customer representative 3 indicates that the pulse has been detected. Therefore, as a result of the wearing state determination processing in Case 5, the wearing flags of the customer representatives 1, 2 and 4 are set to "0" indicating that the wearable terminal 50 is not worn. Further, the wearing flag of the customer person in charge 3 is set to "1" indicating that the customer person in charge is wearing the wearable terminal 50. Therefore, the priority of Case 5 is set for "Customer Representative 3". Therefore, the display example of Case 5 shows that "Customer Representative 3" is displayed. In each case shown in FIG. 6, the case where the number of customer representatives is four is described as an example, but the number of customer representatives can be arbitrarily determined. Further, in the display example of each case shown in FIG. 6, the part of the customer contact person who is excluded is blank, but the blank may be eliminated and displayed. Further, although the display example of each case shown in FIG. 6 shows the customer contact person to be contacted, contact information such as the telephone number of each customer contact person may be displayed.

[Processing flow]
FIG. 7 is a diagram showing a control sequence of the state information acquisition process according to the first embodiment.

As shown in FIG. 7, the pulse detection unit 551 of the wearable terminal 50 acquires the pulse of the customer representative (step S101). The state information generation unit 552 generates state information indicating the state of the pulse acquired by the pulse sensor 52 (step S102). Then, the state information generation unit 552 transmits the generated state information to the customer representative terminal 40 by short-range wireless communication or the like (step S103). Here, the interval for generating the state information is arbitrary, but for example, the state information generation unit 552 transmits the state information every 5 seconds.

The relay control unit 441 of the customer representative terminal 40 transmits the received status information to the maintenance server 20 (step S104).

The status information acquisition unit 233 of the maintenance server 20 stores the received status information in the customer information DB 221 in association with the customer representative code of the customer representative who uses the wearable terminal 50 that is the source of the received status information (step). S105).

FIG. 8 is a diagram showing a flowchart of the mounting state determination process according to the first embodiment.

As shown in FIG. 8, the mounting determination unit 234 of the maintenance server 20 determines whether or not a predetermined period has elapsed (step S201). Here, an arbitrary time can be set for the predetermined period, but as an example, it is 5 seconds. When the predetermined period has not elapsed (step S201No), the mounting determination unit 234 stands by. On the other hand, when the predetermined period has elapsed (step S201Yes), the mounting determination unit 234 acquires the state information of the customer person in charge from the customer information DB 221 (step S202).

The mounting determination unit 234 determines whether or not the pulse of the customer person in charge has not been detected in the acquired state information (step S203). When the pulse is not detected (step S203Yes), the wearing determination unit 234 determines whether or not the undetected time is equal to or longer than a predetermined time (step S204).

When the undetected time is equal to or longer than a predetermined time (step S204Yes), the mounting determination unit 234 resets the undetected time (step S205). Then, the mounting determination unit 234 sets the mounting flag to not mounted (step S206).

On the other hand, when the undetected time is less than the predetermined time (step S204 No), the mounting determination unit 234 adds the elapsed time to the undetected time (step S207). That is, the mounting determination unit 234 adds the predetermined period of step S201 to the undetected time.

When the pulse of the customer person in charge is detected in step S203 (step S203 No), the mounting determination unit 234 resets the undetected time (step S208). Then, the mounting determination unit 234 sets the mounting flag to be mounted (step S209).

The mounting determination unit 234 determines whether or not the above processing has been executed for the status information of all customer personnel (step S210). When the above processing is not executed for the status information of all the customer representatives (step S210No), the mounting determination unit 234 returns to step S202 and acquires the status information of the unexecuted customer representatives. On the other hand, when the above processing is executed for the state information of all the customer representatives (step S210Yes), the mounting determination unit 234 ends the mounting state determination process.

FIG. 9 is a diagram showing a control sequence of contact list output processing according to the first embodiment. As shown in FIG. 9, the log generation unit 131 of the server device 10 generates a log indicating the processing executed by the server device 10 and the event that has occurred (step S301). Then, the log generation unit 131 transmits the generated log to the maintenance server 20 (step S302).

The failure detection unit 231 of the maintenance server 20 detects a failure when the log transmitted from the server device 10 contains an identifier indicating a failure (step S303). Then, the failure detection unit 231 transmits the failure detection information indicating that the failure has been detected to the maintenance person terminal 30 (step S304).

The operation control unit 342 of the maintenance person terminal 30 accepts an operation of displaying the contact list of the customer person in charge (step S305). That is, the operation control unit 342 accepts an operation of selecting a customer to notify that a failure has occurred. The operation control unit 342 transmits a contact list request requesting a contact list of the customer contact person to the maintenance server 20 (step S306).

The priority determination unit 235 of the maintenance server 20 acquires various information from the customer information DB 221 and the contact DB 222, and the contact record DB 223 (step S307). Then, the priority determination unit 235 counts the number of customers to be displayed (step S308). Here, the priority determination unit 235 contacts the failure classification identified from the identifier in step S303, the customer selected in step S305, and a plurality of customer target persons associated with the date on which the failure occurred. Extract from. Then, the priority determination unit 235 counts the number of the extracted plurality of target customers.

The priority determination unit 235 determines whether or not the wearing flag associated with the person in charge code of the customer person in charge extracted in step S307 is set to be wearing the wearable terminal 50 (step S309). When the wearing flag is set to be wearing (step S309Yes), the priority determination unit 235 adds to the contact list (step S310). On the other hand, when the mounting flag is set not to be mounted (step S309No), the priority determination unit 235 shifts to step S311.

The priority determination unit 235 determines whether or not the processes of steps S309 and S310 have been executed for the counted number of people (step S311). If the number of people counted has not been executed (step S311No), the priority determination unit 235 proceeds to step S309 and executes the process for the next customer contact person's wearing flag.

On the other hand, when the execution is performed for the counted number of people (step S311Yes), the contact list output unit 236 transmits the generated contact list to the maintenance person terminal 30 (step S312).

The display control unit 341 of the maintenance person terminal 30 causes the touch panel 32 to display a screen having a contact list transmitted from the maintenance server 20 (step S313).

FIG. 10 is a diagram showing a control sequence of the communication recording process according to the first embodiment.

As shown in FIG. 10, the call control unit 343 of the maintenance person terminal 30 transmits a call to the customer person in charge terminal 40, which is the contact information of the customer person in charge selected from the contact list (step S401). Then, the call control unit 343 determines whether or not a call has been made to the outgoing customer representative terminal 40 or the wearable terminal 50 connected to the customer representative terminal 40 (step S402). When no call is made (step S402No), the call control unit 343 ends the contact recording process. On the other hand, when a call is made (step S402Yes), the call control unit 343 generates contact record information (step S403). Then, the call control unit 343 transmits the generated contact record information to the maintenance server 20 (step S404).

The contact recording unit 238 of the maintenance server 20 stores the received contact record information in the contact record DB 223 (step S405).

FIG. 11 is a diagram showing a control sequence of the non-mounted notification process according to the first embodiment.

As shown in FIG. 11, the installation request information transmission unit 237 of the maintenance server 20 acquires the installation flag of the customer information DB 221 (step S501). Then, the wearing request information transmitting unit 237 determines whether or not there is a customer person in charge who has passed a predetermined period without wearing the wearable terminal 50 based on the acquired state wearing flag (step S502). Here, an arbitrary period can be set as the predetermined period, but as an example, it is 25 seconds.

When there is no customer representative who has not passed the predetermined period in the non-mounted state (step S502No), the mounting request information transmitting unit 237 shifts to step S501 and continues monitoring. On the other hand, when there is a customer representative who has not been installed for a predetermined period (step S502Yes), the installation request information transmission unit 237 transmits the installation request information to the customer representative terminal 40 of the corresponding customer representative (step S502Yes). Step S503).

The relay control unit 441 of the customer representative terminal 40 transmits the mounting request information transmitted from the maintenance server 20 to the wearable terminal 50 (step S504).

When the wearable terminal 50's wearing request notification unit 553 receives the wearing request information, it executes a notification requesting the customer person to wear the wearable terminal 50 (step S505).

[One aspect of the effect]
As described above, the contact output system 1 according to the present embodiment gives the customer contact priority the priority of notifying the customer contact of the failure that has occurred in the server device 10 based on the status information acquired from the vital information of the customer contact. Output the determined contact list. Therefore, according to the contact output system 1 according to the present embodiment, it is possible to prevent a service deterioration when a failure occurs.

Although examples of the disclosed device have been described above, the present invention may be implemented in various different forms other than the above-described examples. Therefore, other examples included in the present invention will be described below.

[Application example of vital information]
In the first embodiment described above, the case where the wearable terminal 50 uses the pulse as the vital information acquired from the customer representative is illustrated. However, the vital information is not limited to the pulse, but may be body temperature, blood pressure, or the like.

[Application example of customer representative terminal 40 and wearable terminal 50]
In the first embodiment, the wearable terminal 50 makes a call by relaying the customer contact terminal 40. However, the call may be made by the customer representative terminal 40. Further, when the customer contact terminal 40 makes a call, the wearable terminal 50 may notify the customer contact terminal 40 that a call has been received.

In the first embodiment described above, the customer representative terminal 40 and the wearable terminal 50 are exemplified as the terminals used by the customer representative. However, the terminal used by the customer representative may be a combination of the customer representative terminal 40 and the wearable terminal 50. Alternatively, the terminal used by the customer representative may be further divided into a plurality of terminals in addition to the customer representative terminal 40 and the wearable terminal 50.

[Distributed and integrated]
Further, each component of each of the illustrated devices does not necessarily have to be physically configured as shown in the figure. That is, the specific form of distribution / integration of each device is not limited to the one shown in the figure, and all or part of the device is functionally or physically distributed / physically in arbitrary units according to various loads and usage conditions. It can be integrated and configured. That is, in the above-described first embodiment, the case of constructing as a system including the server device 10, the maintenance server 20, the maintenance person terminal 30, the customer representative terminal 40, and the wearable terminal 50 has been illustrated. 10. The functional unit of each device of the maintenance server 20, the maintenance person terminal 30, the customer representative terminal 40, and the wearable terminal 50 may be partially or wholly transferred to the other device.

[Contact output program]
Further, the various processes described in the above-described embodiment can be realized by executing a program prepared in advance on a computer such as a personal computer or a workstation. Therefore, in the following, an example of a computer that executes a contact output program having the same function as that of the above embodiment will be described with reference to FIG.

FIG. 12 is a diagram showing a hardware configuration example of a computer that executes the contact output program according to the first and second embodiments. As shown in FIG. 12, the computer 100 includes an operation unit 110a, a speaker 110b, a camera 110c, a display 120, and a communication unit 130. Further, the computer 100 has a CPU 150, a ROM 160, an HDD 170, and a RAM 180. Each part of the reference numerals 110a to 130 and 150 to 180 is connected via the bus 140.

As shown in FIG. 12, the HDD 170 includes the failure detection unit 231, the customer contact person identification unit 232, the status information acquisition unit 233, the mounting determination unit 234, the priority determination unit 235, and the contact information shown in the first embodiment. A contact output program 170a that has the same functions as the list output unit 236, the mounting request information transmission unit 237, and the contact recording unit 238 is stored. The contact output program 170a includes the failure detection unit 231, the customer contact identification unit 232, the status information acquisition unit 233, the attachment determination unit 234, the priority determination unit 235, the contact list output unit 236, and the attachment as shown in FIG. Similar to each component of the request information transmission unit 237 and the communication recording unit 238, they may be integrated or separated. That is, not all the data shown in the first embodiment may be stored in the HDD 170, and the data used for processing may be stored in the HDD 170.

Under such an environment, the CPU 150 reads the contact output program 170a from the HDD 170 and deploys it to the RAM 180. As a result, the contact output program 170a functions as the contact output process 180a, as shown in FIG. The contact output process 180a expands various data read from the HDD 170 in the area allocated to the contact output process 180a in the storage area of the RAM 180, and executes various processes using the expanded data. .. For example, as an example of the processing executed by the contact output process 180a, the processing shown in FIGS. 7, 8, 9, 10, and 11 is included. In the CPU 150, not all the processing units shown in the first embodiment need to operate, and the processing units corresponding to the processes to be executed may be virtually realized.

The contact output program 170a may not necessarily be stored in the HDD 170 or the ROM 160 from the beginning. For example, the contact output program 170a is stored in a "portable physical medium" such as a flexible disk inserted into the computer 100, that is, a so-called FD, CD-ROM, DVD disk, magneto-optical disk, or IC card. Then, the computer 100 may acquire the contact output program 170a from these portable physical media and execute it. Further, the contact output program 170a is stored in another computer or server device connected to the computer 100 via a public line, the Internet, LAN, WAN, etc., and the computer 100 transmits the contact output program 170a from these. You may get it and execute it.

1 Contact output system 10 Server device 20 Maintenance server 30 Maintenance terminal 40 Customer contact terminal 50 Wearable terminal 131 Log generator 170a Contact output program 180a Contact output process 221 Customer information DB
222 Contact DB
223 Contact record DB
231 Failure detection unit 232 Customer representative identification unit 233 Status information acquisition unit 234 Installation judgment unit 235 Priority determination unit 236 Contact list output unit 237 Installation request information transmission unit 238 Contact recording unit 341 Display control unit 342 Operation control unit 343 Call Control unit 441 Relay control unit 551 Pulse detection unit 552 Status information generation unit 553 Mounting request notification unit

Claims (5)

Based on the detection of a failure, a specific section that identifies multiple customer representatives who report the failure from the customer information storage section that stores customer information,
An acquisition unit that acquires status information of the customer representative based on vital information corresponding to a plurality of customer representatives specified by the specific department, and an acquisition unit.
A determination unit that determines whether or not the customer representative is wearing a wearable terminal based on the status information,
A decision unit that determines the priority of a plurality of customer representatives based on the state information acquired by the acquisition unit, and
It has an output unit that outputs the contact information of the customer representative based on the priority determined by the determination unit .
The acquisition unit acquires the state information by receiving the state information from the wearable terminal worn by the customer person in charge, and obtains the state information.
The output unit is a contact output device, characterized in that the determination unit outputs the contacts of the remaining customer personnel excluding the customer representative who has determined that the wearable terminal is not attached . The claim is characterized in that, when the customer representative determines that the wearable terminal is not attached based on the state information, a transmission unit for transmitting the attachment request information requesting the attachment of the wearable terminal is further provided. contact output device according to 1. The customer information storage unit stores the detected failure type in association with the customer representative, and the specific unit refers to the customer information storage unit and associates it with the detected failure type. The contact output device according to claim 1 or 2 , wherein the customer contact person is identified. Based on the failure detection, multiple customer representatives who report the failure are identified from the customer information storage unit that stores customer information, and
Acquire the status information of each customer contact based on the vital information corresponding to the specified multiple customer contact, and
Based on the above state information, it is determined whether or not the customer representative is wearing a wearable terminal.
Based on the acquired status information, the priority of multiple customer representatives is determined.
The computer executes the process of outputting the contact information of the customer representative based on the determined priority .
The acquisition process includes a process of acquiring the state information by receiving the state information from the wearable terminal worn by the customer representative.
The output process includes a process of outputting the contacts of the remaining customer contact persons excluding the customer contact person who has determined that the wearable terminal is not attached . Based on the failure detection, multiple customer representatives who report the failure are identified from the customer information storage unit that stores customer information, and
Acquire the status information of each customer contact based on the vital information corresponding to the specified multiple customer contact, and
Based on the above state information, it is determined whether or not the customer representative is wearing a wearable terminal.
Based on the acquired status information, the priority of multiple customer representatives is determined.
Output the contact information of the customer representative based on the determined priority, let the computer execute the process,
The acquisition process includes a process of acquiring the state information by receiving the state information from the wearable terminal worn by the customer representative.
The output process is a contact output program including a process of outputting the contacts of the remaining customer contact persons excluding the customer contact person who has determined that the wearable terminal is not attached .

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