CN108696646A - Monitoring system - Google Patents
Monitoring system Download PDFInfo
- Publication number
- CN108696646A CN108696646A CN201810234312.7A CN201810234312A CN108696646A CN 108696646 A CN108696646 A CN 108696646A CN 201810234312 A CN201810234312 A CN 201810234312A CN 108696646 A CN108696646 A CN 108696646A
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- Prior art keywords
- information
- customer
- operator
- dialogue
- case
- Prior art date
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- 238000012544 monitoring process Methods 0.000 title claims abstract description 46
- 230000002159 abnormal effect Effects 0.000 claims abstract description 10
- 230000002123 temporal effect Effects 0.000 claims abstract description 7
- 230000010485 coping Effects 0.000 claims description 10
- 238000013500 data storage Methods 0.000 claims description 4
- 230000000153 supplemental effect Effects 0.000 claims description 4
- 230000009471 action Effects 0.000 description 17
- 238000000034 method Methods 0.000 description 5
- 230000008569 process Effects 0.000 description 5
- 239000013589 supplement Substances 0.000 description 5
- 230000007547 defect Effects 0.000 description 4
- 238000007726 management method Methods 0.000 description 4
- 238000004891 communication Methods 0.000 description 3
- 230000005611 electricity Effects 0.000 description 3
- 230000006870 function Effects 0.000 description 3
- 238000009434 installation Methods 0.000 description 3
- 230000004044 response Effects 0.000 description 3
- 230000000717 retained effect Effects 0.000 description 3
- 230000004888 barrier function Effects 0.000 description 2
- 230000006399 behavior Effects 0.000 description 2
- 230000010365 information processing Effects 0.000 description 2
- 230000008439 repair process Effects 0.000 description 2
- 230000008859 change Effects 0.000 description 1
- 230000000694 effects Effects 0.000 description 1
- 238000005516 engineering process Methods 0.000 description 1
- 238000000605 extraction Methods 0.000 description 1
- 230000007246 mechanism Effects 0.000 description 1
Classifications
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/53—Centralised arrangements for recording incoming messages, i.e. mailbox systems
- H04M3/5307—Centralised arrangements for recording incoming messages, i.e. mailbox systems for recording messages comprising any combination of audio and non-audio components
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/02—Marketing; Price estimation or determination; Fundraising
- G06Q30/0281—Customer communication at a business location, e.g. providing product or service information, consulting
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/22—Arrangements for supervision, monitoring or testing
- H04M3/2218—Call detail recording
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
Abstract
Monitoring system.The historical record of dialogue associated with the event can be prompted to the abnormal event of each of customer device kainogenesis.With information treatment part, its according to operator that kainogenesis failure is recognized by the dialogue with customer operation instruction, generate the case ID assigned to each failure, in the end-of-dialogue with customer, case ID is numbered with building, reply time Start Date, operator ID, is mapped to the recording ID etc. of the recording data setting received from phone processing unit and generates dialog information, and is registered in reply log storing part.Then, when operator determines case by the dialogue with the customer to call, information treatment part obtains the reply daily record for the case ID for having set the case, and carries out list display according to temporal order in service handling via telephone picture.Also, when having selected the defined button of shown reply daily record (dialog information), reproduce the recording data of the dialogue.
Description
Technical field
The present invention relates to monitoring systems, more particularly to are generated according to the dialogue of operator of phone of the reply from customer
Information management.
Background technology
In order to monitor elevator that the building equipment to spread all over the country is for example arranged in the building of contract party, monitoring system is complete
State is equipped with many places central monitoring position, and each central monitoring position is made to monitor the elevator being arranged in respective responsible region.
The customers such as building owner make a phone call when detecting that certain failure has occurred in elevator to responsible central monitoring position.Prison
Operator depending on center carries out the reply with customer using the dedicated manner at operator terminals corresponding to telephone set, is being connected to by customer
When the phone made, for the solution of the content and failure of the failure occurred, engage in the dialogue with customer.
Central monitoring position records the conversation content between customer.In the recording data, when by record date
Between and accumulate that should be associated to the identification information of the telephone set used when customer.
Existing technical literature
Patent document
Patent document 1:Japanese Unexamined Patent Publication 2005-217534 bulletins
Patent document 2:Japanese Unexamined Patent Publication 2002-099718 bulletins
However, the case where carrying out telephonic communication for several times with customer in the presence of events such as failures to being occurred, such as in order to receive
The report of subsequent condition and called again by customer, or in order to adjust the sending plan of engineer and from operator to Gu
Visitor makes a phone call.At this point, operator needs the content for the dialogue that before confirming and customer carries out and is more accurately carried out with customer
It links up.
But in the past only by the record date time and for determining the telephone set used in dialogue in recording data
Information association is got up, thus operator must be according to once searching for recording number with rough date-time when customer interview
According to.Also, in the case where multiple failures have occurred in the equipment of same customer, searching out becomes more as the recording data of target
Add difficult thing.Accordingly, there exist to search out the case where especially spending the time as the recording data of target.
Invention content
It is an object of the present invention to can prompt and the thing the abnormal event of each of the equipment kainogenesis of customer
The historical record of the associated dialogue of part.
The monitoring system of the present invention is characterized in that the monitoring system has:Manner at operator terminals comes from customer by reply
Phone operator use;And recording data storage unit, by the recording number of the conversation content between record and customer
According to, it is mapped and is stored with the identification information of the recording data and recording Start Date temporal information, operator's end
End has:Display control unit carries out the display control of service handling via telephone picture when being connected to phone from customer;Issuance unit,
It is indicated according to the new issue that operator carries out in the abnormal event of the equipment kainogenesis for being judged as customer, is issued and is somebody's turn to do
The corresponding case identification information of event;And associative cell, by with the identified thing in the dialogue of the phone from customer
The corresponding case identification information of part, and include the dialog information of information associated with the dialogue and have recorded in the dialogue
The recording data of appearance associates, the display control unit by with the identified event in the dialogue of the phone from customer
Associated dialog information is shown in the service handling via telephone picture according to the sequence of dialogue.
In addition, the present invention monitoring system be characterized in that, in the recording data storage unit, will also have recorded with
The recording data of the conversation content between the engineer of the event is coped with the identification information of the recording data and recording to start
Date-time information, which is mapped, to be stored, the associative cell will also case identification information corresponding with the event, and packet
Include the recording of the dialog information and the content for having recorded the dialogue of information associated with the dialogue between the engineer
Data associate.
In addition, the monitoring system of the present invention is characterized in that, the monitoring system has pair for accumulating the dialog information
Information memory cell is talked about, the Customer Information, right of the customer in the dialog information comprising case identification information, as exhalation side
The recording data of reply time Start Date of phone, operator's identification information of operator of reply customer and the dialogue
Identification information.
In addition, the monitoring system of the present invention is characterized in that, the monitoring system has pair for accumulating the dialog information
Information memory cell is talked about, in including the dialog information of information associated with the dialogue between the engineer, including case
Part identification information, the Customer Information of customer corresponding with the event, to reply time Start Date of phone, the engineering talked with
The knowledge of the recording data of engineer's identification information of teacher, operator's identification information of operator of reply engineer and the dialogue
Other information.
In addition, the monitoring system of the present invention is characterized in that the monitoring system has:Retain information memory cell,
Using the dialog information that there is the information project not yet set in the information project for constituting the dialog information as reservation information
It is stored;And information compiling unit, it is used for the information project supplemental information not yet set for retaining information.
In addition, the monitoring system of the present invention is characterized in that, there is the monitoring system information compiling unit, the information to compile
Volume unit is to the case identification information that includes in the dialog information that is stored in the dialog information storage unit into edlin.
Invention effect
In accordance with the invention it is possible to for the abnormal event of each of the equipment kainogenesis of customer, prompt related to the event
The historical record of the dialogue of connection.
Further, it is possible to prompt and the historical record of the dialogue of engineer associated with event.
Further, it is possible to afterwards to there is the dialog information supplemental information of the information project not yet set.
Further, it is possible to subsequent association between altering event and dialog information.
Description of the drawings
Fig. 1 is the overall structure figure for an embodiment for showing the monitoring system of the present invention.
Fig. 2 is the data knot for the recording data information for showing to preserve in the recording data information storage part of present embodiment
The figure of structure example.
Fig. 3 is the figure of the data structure example for the Customer Information for showing that customer's master data in present embodiment is registered.
Fig. 4 is the figure of the data structure example for the engineer's information for showing that engineer's master data in present embodiment is registered.
Fig. 5 is the figure of an example for the service handling via telephone picture for showing that the manner at operator terminals in present embodiment is shown.
Fig. 6 is the figure of the data structure example for the dialog information for showing that the reply log storing part in present embodiment preserves.
Specific implementation mode
In the following, illustrating the preferred embodiment of the present invention with reference to the accompanying drawings.In the present embodiment, to monitor contract party's
It is illustrated for the monitoring system of the equipment such as the elevator being arranged in building facility.
Fig. 1 is the overall structure figure for an embodiment for showing the monitoring system of the present invention.Monitoring is shown in FIG. 1
The structure that center 10 is connected with server-centric 20 by intranet 1.The whole nation is divided into multiple regions, present embodiment
Monitoring system is provided with central monitoring position according to each region.Central monitoring position 10 is coped with the building owner in responsible region
The work such as the phone of equal customers.In addition, each central monitoring position 10 carries out same work, thus a prison is illustrated only in Fig. 1
Depending on center 10.Server-centric 20 is equipped with multiple server computers, and each monitoring is managed collectively using multiple server computers
The database that center 10 uses.
The central monitoring position 10 of present embodiment has manner at operator terminals 11, PBX (interchangers in mechanism:Private
Branch eXchange (private branch exchange system)) 12 with the structures of the connections of LAN (Local Area Network, LAN) 13.
LAN13 is connect by router 14 with intranet 1.In addition, in addition to this, central monitoring position 10 is additionally provided with for connecting for example in electricity
The device etc. for the inside line being arranged in the car of ladder, but about in the inscape not used in description of the present embodiment,
It is omitted in Fig. 1.
Manner at operator terminals 11 is the dedicated terminal installation used by the operator for coping with the phone from customer.Operator
Terminal 11 is correspondingly connected with telephone set.In the present embodiment, the group of manner at operator terminals and telephone set is referred to as " wiring
Member's terminal ".It is same due to having the function of each other although manner at operator terminals 11 has prepared more, thus only scheme in the accompanying drawings
One is shown.
The dedicated terminal installation of the computer that has been built-in of manner at operator terminals 11 has CPU, ROM, RAM and HDD, also has
There are the network interface and user interface for carrying out network communication.As user interface, by the wear-type for using phone to engage in the dialogue
Headset (headset) is constituted as the display of display unit and as input unit mouse and keyboard.
In addition, as shown in Figure 1, as processing function, manner at operator terminals 11 has phone processing unit 111, information treatment part
112, display control unit 113 and portion user interface (UI) 114.In addition, being omitted in Fig. 1 in description of the present embodiment not
The inscape used.Phone processing unit 111, which carries out record processing of connection, dialog process and conversation content etc., to be made
With all processing of telephone set.User interface portion 114 carries out the accepting and in display control unit 113 of instruction from the user
Control under presentation of information.Display control unit 113 generates the various pictures shown in display, and makes user interface portion 114
It is shown.
Information treatment part 112 carries out all processing such as generation, the change of the information that are handled in manner at operator terminals 11.Specifically
For, information treatment part 112 is used as and is played a role with lower unit:Issuance unit is being judged as setting for customer according to operator
The new issue instruction carried out when for the abnormal event of middle kainogenesis, issues case identification information corresponding with the event;Association
Unit, by with the corresponding case identification information of definite event in the dialogue of the phone from customer, and including right with this
The recording data talked about the dialog information of associated information and have recorded the content of the dialogue associates;And information editing
Unit, to retaining the case for including in the information project supplemental information and/or editing dialog information that information is not yet set
Part identification information.
The each integral part 111~114 of manner at operator terminals 11 by with the computer for being equipped on manner at operator terminals 11 and
It is equipped on the coordination of the program run in the CPU of computer and realizes.The program used in the present embodiment certainly by
Communication unit provides, but can also be stored in the computer-readable recording medium such as CD-ROM or USB storage and be carried
For.
PBX12 is connect with telephone wire road network (not shown), and the phone (outside line) from customer is connected to manner at operator terminals 11.
Server-centric 20 uses multiple server computer management reply log storing part 21, reservation information storage part
22, recording data information storage part 23, customer's master data 24 and engineer's master data 25.In coping with log storing part 21, packet
Include the dialog information for talking with associated information between operator and customer or engineer and the action phase with operator
The information of pass, as should be accumulated to daily record.Include wide range of information projects as hereinafter described in dialog information, but exists
Operator is busy with coping with phone etc. and failing to be set in one or more information project in accumulated dialog information, cause
The case where dialog information excalation.In retaining information storage part 22, it will be deposited in this information project for constituting dialog information
It is stored in the dialog information for the information project being not yet set as information is retained.
Fig. 2 is the data for the recording data information for showing to accumulate in the recording data information storage part 23 of present embodiment
The figure of configuration example.In recording data information storage part 23, by the record of phone processing unit 111 have record operator and customer and
The recording data of the content of the dialogue carried out between engineer.Phone processing unit 111 is assigned when being recorded according to shown in Fig. 2
The identification information (hereinafter referred to as " recording ID ") of the recording data, will recording ID, recording time Start Date and recording data at
It is registered in recording data information storage part 23 to group.
Fig. 3 is the Customer Information for showing to register in customer's master data (customer master) 24 of present embodiment
Data structure example figure.Customer Information includes with each building generation according to the customer as contract party for determining building
The building number of space is corresponding:The responsible person of customer name, address, telephone number, building owner etc., signing content letter
Breath and with the relevant information of security company of the safety guarantee that carries out the customer etc. etc..It is shown in FIG. 3 and is shown in electricity
The information project for accepting picture and/or being contained in dialog information is talked about, but the information project for including in Customer Information is without being limited thereto.
Fig. 4 is the data structure example for the engineer's information for showing to register in engineer's master data 25 of present embodiment
Figure.Engineer is the operating personnel for repairing the failure occurred in the building equipment of customer, includes to be used in engineer's information
Identify engineer's identification information (hereinafter referred to as " engineer ID "), the name of the engineer, unit one belongs to and the portion of each engineer
Door and telephone number.It is of course also possible to include information in addition to this.
In addition, in the present embodiment, can also also in the server the setting of the heart 20 have it is same with manner at operator terminals 11
Processing function and carry out the terminal installation of same processing, but due to not used in explanation, thus saved in Fig. 1
Slightly.
Fig. 5 is the figure of an example for the service handling via telephone picture for showing that the manner at operator terminals 11 in present embodiment is shown.Pass through
Operator is to the phone from customer and carries out defined operation and shows service handling via telephone picture, is drawn to service handling via telephone at this
The picture structure in face illustrates.
The viewing area of display area 31, Customer Information in service handling via telephone picture equipped with information associated with operator
The input area 34 in domain 32, the display area 33 that reply is passed through and information associated with case.Also, it is additionally provided with wiring
Member adds button 35 according to the action that situation is operated, new case button 36, engineer's button 37, cancel button 38, preserves
Button 39, reply conclusion button 40 and the drop down button 41 for showing drop-down menu.
In the display area of operator 31, display is (following for determining the manner at operator terminals identification information of manner at operator terminals 11
Referred to as " manner at operator terminals ID ") and be used manner at operator terminals 11 operator identification information (hereinafter referred to as " operator
ID")。
The building of the signing object of the i.e. customer of the customer for showing and calling in the display area of Customer Information 32
Relevant Customer Information.In addition, each building building number is identified.
The sequence that display is talked with the associated dialog information of corresponding case in the display area 33 that reply is passed through is i.e.
Temporal order.In the present embodiment, it is not only shown according to temporal order and talks with relevant information, but also also shown and the case
The associated all information of part.Here, " case " refers to the abnormal event occurred in the building equipment of customer.In this reality
It applies in mode, case is determined according to which building what kind of abnormal event (failure) has occurred at, that is, according to building
Determining building and failure are numbered to determine case.Certainly comprising the dialogue with customer in information associated with case, also
Including all being believed by the processing of the implementations such as operator etc. is relevant with the dialogue for the engineer for repairing failure, with to repair failure
Breath.
The input area 34 of information associated with case is the region inputted for operator, to record and customer
And the content of the dialogue between engineer.For example, it is also possible to according to as Fig. 5 examples, it is defeated to be divided into following region progress
Enter:Scene is gone in " incoming call " region of content, that is, defect content for inputting the phone from customer for recording engineer
" arrival " region of (building), " reason " region of the failure cause for recording the report received from engineer, Yi Jiyong
In " disposition " region for the content that record engineer etc. implements failure.
In the following, the action to present embodiment illustrates.
Operator to log in monitoring system and PBX12 by from 11 input wires person ID of manner at operator terminals and password, opening
Beginning work.Also, when operator is to the phone made by customer, phone processing unit 111 start butted line person and customer it
Between the content of dialogue record.
Operator listens to the information of the building (building number) for determining customer by phone, from defined retrieval picture
The listened to Customer Information of face input (not shown).Also, make display service handling via telephone picture by being operated as defined in progress.Institute
Manner at operator terminals ID and operator ID is shown in the display area 31 of the service handling via telephone picture of display, is shown in display area 32
It is shown with the Customer Information that information treatment part 112 is obtained according to the Customer Information retrieval customer master data 24 inputted.
First, it is assumed that certain abnormal event such as kainogenesis failure in the equipment of customer, and electricity has been made by customer
Words.In addition, in explanation below, illustrated in case of failure has occurred as abnormal event.
Operator selects new case button 36 when recognizing kainogenesis failure by the dialogue with customer.Information
Processing unit 112 indicates according to the selection of new case button 36, that is, new issue, issue corresponding with failure case identification information (with
It is known as " case ID " down).In addition, herein due to being new case, thus not yet registration includes phase in coping with log storing part 21
The reply daily record of the case ID answered.Therefore, in the display area 33 that reply is passed through without any display.Operator get off from
Input area 34 is written when listening to the content of failure in customer, to record its content.Also, with the end-of-dialogue of customer and cut
When disconnected telephone line, phone processing unit 111 generates the recording ID for being given to recording data, to recording ID add recording data and
Start the date-time of recording and generate recording data information, and is registered in recording data information storage part 23.Then, phone
Processing unit 111 notifies recording ID to information treatment part 112.
Finish to select save button 39 with operator of the dialogue of customer.Information treatment part 112 responds save button 39
Selection and generate dialog information.That is, the case ID of new issue is included by information treatment part 112 with shown Customer Information
Building number, take action, starting to cope with the date-time (reply time Start Date) of customer initiated call, obtained from PBX12
Telephone number, operator ID, the recording ID received from phone processing unit 111, manner at operator terminals ID and the write-in of exhalation side
The information such as the defect content of input area 34 are mapped, and thus generate dialog information and are registered in reply log storing part 21
In.In this way, in the present embodiment, when carrying out the dialogue of the phone from customer, passing through the selection of new case button 36, hair
Row case ID corresponding with new failure, case ID is associated with each information project, thus generates reply daily record.In addition,
To the classification of the behavior of action setting operator.For example, can enumerate incoming call/exhalation of phone, engineer (person of setting out) it is pre-
About etc..Above-mentioned action when receiving customer initiated call is " incoming call ".
Fig. 6 is the data structure example for the dialog information for showing to store in the reply log storing part 21 of present embodiment
Figure.Here, being registered with the dialog information of the data structure generated by coping with customer in two kinds of dialog informations shown in fig. 6.
As defined according to the data structure, according to the dialog information generated by this dialogue with customer, about this
Case so that building is numbered to be associated with recording data, operator ID with operator with customer, recording ID.
However, customer is not limited to call when new failure occurs, there is also for the failure occurred, in order to prison
Confirm the case where calling such as the arrival time of engineer depending on center.
The action of such case is illustrated, when operator is to the phone made by customer, phone processing unit 111
It records with the conversation content started in the same manner as the above situation between butted line person and customer.
Operator listens to the information for determining customer and building by phone, defeated from defined searching picture (not shown)
Enter listened to Customer Information.Also, make display service handling via telephone picture by being operated as defined in progress.Shown phone by
The display area 31 of reason picture shows manner at operator terminals ID and operator ID, and information treatment part is shown in display area 32
112 Customer Informations obtained according to the Customer Information retrieval customer master data 24 inputted.In addition, information treatment part 112 exists
When using the content that basis is listened to from customer, log storing part 21 is coped in the building number of determination and telephone number retrieval, with
The case where above-mentioned new failure, is different, due to being registered with corresponding reply daily record, thus case ID is obtained from the reply daily record,
The reply daily record of case ID of the extraction comprising the acquirement, and it is chronologically aobvious into row-column list in the display area 33 that reply is passed through
Show.
According to the present embodiment, it is not necessarily to operator and searches for this reply daily record associated with same case, you can answering
The display area 33 of process is shown automatically.In addition, being directed to same customer, there is also the feelings that multiple cases are in progress parallel simultaneously
Condition.In addition, progress in case refer to reply in case, in this case, can also in other pictures list display
Case in reply, operator selects case from the list, and is shown in display area 33 associated with selected case
Reply daily record.
In this way, about the display in service handling via telephone picture, from new case the case where is different, in addition to this with new case
Situation is identical, thus omits the description.That is, information treatment part 112 generates the dialog information of the exemplary reply customers of Fig. 6 and is registered in
It copes in log storing part 21.Here, by according to when carrying out the dialogue of the phone from customer operator listened to from customer
Information and determine the corresponding case ID of failure, associate with each information project, thus generate reply daily record.
In the content that failure is determined, perhaps need to send engineer to repair failure to scene.In the presence of with Gu above-mentioned
The case where visitor equally makes a phone call with engineer.In this case, operator numbers or is answering in the building of customer
To the case of customer there are it is multiple when specified building number and case, make to show in service handling via telephone picture and be repaiied with as failure
The associated information of case of multiple object, and select engineer's button 37 of the picture.Information treatment part 112 responds the selection behaviour
Make and retrieves engineer's master data 25, the information of list display engineer in other pictures.Also, it selects to entrust in operator
When the engineer of reparation, manner at operator terminals 11 is breathed out automatically to the telephone number of the engineer.
In this way, when establishing connection between the phone in engineer, phone processing unit 111 with and customer pair
Words similarly, record by the conversation content started between butted line person and engineer.
Operator goes to the plan etc. at scene by phone to engineer's instruction, and input area is written in the content of the dialogue
34.Also, when the end-of-dialogue with engineer cuts off telephone line, the generation of phone processing unit 111 is given to recording data
Recording ID, recording data is added to recording ID and starts the date-time of recording and generates recording data information, and is registered
In recording data information storage part 23.Then, phone processing unit 111 notifies recording ID to information treatment part 112.
The operator for finishing the dialogue between engineer selects save button 39.The response of information treatment part 112 preserves
The selection of button 39 and generate dialog information, select save button 39 after processing can with reply customer the case where it is identical, only
Only it is the object difference of dialogue.That is, information treatment part 112 builds case ID with include in shown Customer Information
Build object number, take action, start to cope with the date-time (reply time Start Date) of engineer's phone, engineer phone number
The event of code, operator ID, recording ID, the manner at operator terminals ID and write-in input area 34 that are received from phone processing unit 111
The information such as barrier content are mapped, and thus generate dialog information and are registered in reply log storing part 21.In addition, such case
When action be " exhalation ".
Fig. 6 shows the data structure of dialog information when coping with engineer's (intra-company's reply), such as according to the data
As structure defines, the dialog information generated by the dialogue with engineer, according to pair by this and engineer
The case ID of words and the dialog information of generation, associates with the dialog information generated when coping with customer.
Also, later, in engineer when plan being sent to determine, operator makes a phone call to customer, and when such case also exists
The information that the case is shown in service handling via telephone picture, breathes out to customer, and save button 39 is selected after end-of-dialogue.
Information treatment part 112 operates in response to the selection and generates dialog information, and is registered in reply log storing part 21.
In addition, operator receives the reason of situation and failure at the scene of arrived by phone, for event from engineer
The contact of the processing of barrier etc., is accompanied by this, and information treatment part 112 is equally generated dialog information and is registered in and answers with the above situation
To in log storing part 21.
However, operator is not limited to the action that case carries out the reply of phone.For example, setting is reminded so that not forget
Oneself is by the work of progress.In this case, operator makes the information that corresponding case is shown in service handling via telephone picture, choosing
The additional button 35 of action is selected, from setting action in defined setting screen (not shown), wherein the defined setting screen is logical
It crosses and is shown by selection action setting in the drop-down menu that is shown according to the selection.Information treatment part 112 connects in response to this
The operation of line person and generate reply daily record, and be registered in reply log storing part 21 in.
In this way, the reply daily record associated by case ID, the aobvious of reply process is displayed on according to temporal order
Show in region 33.Reply time Start Date is shown in display area 33, the object that action, operator engage in the dialogue, is connect
The details of line person and defect content etc., operator can grasp answering for this case at a glance by referring to the display
To historical record.
In addition, in the drop-down menu that drop down button 41 of the right end of the details by selecting display area 33 are shown,
The processing that list display can be implemented in association with the reply daily record.For example, in the action " incoming call " coped with by phone
Or include " recording reproduces " in the drop-down menu of " exhalation ".At operator's selection " recording reproduces ", information treatment part 112 obtains
The recording ID for including in the reply daily record (dialog information) is downloaded corresponding with recording ID from recording data information storage part 23
Recording data is simultaneously reproduced.
According to the present embodiment, in the case where wanting to confirm the conversation content with customer or engineer, operator only needs
From list display should be to carrying out selection operation in daily record, you can reproduce the recording data of dialogue for wanting to listen to.
In the case where the failure occurred has repaired, need not be further continued for carrying out the reply for the failure, operator
Make the information for showing the case in service handling via telephone picture, and selects reply conclusion button 40.Information treatment part 112 responds the choosing
Operation is selected to close the case.This for example can by will indicate case be the flag information that in reply or has terminated with it is each
Case associates carry out information management.In the conversation content of basis above-mentioned and customer determines the processing of case, for answering
The case of centering, which carries out list display, allows operator to select, but by using flag information, can make the case being turned off
Part is not included in shown list.
In addition, in the case where continuously being sent a telegram here by multiple customers, especially in the case where there is the incoming call in retaining, deposit
The defect content listened to from customer, the state that save button 39 cannot be selected cannot be written from service handling via telephone picture in operator
Under the case where starting to cope with next phone.In this way, just showing it in service handling via telephone picture save button 39 is not selected
In the case of the information of its customer, the trial of information treatment part 112 has terminated merely with the processing as the case in display and has been taken
The information project that must finish generates dialog information.For example, in the case of not yet Write fault content or case does not determine
In the case of, also attempt the generation of dialog information.In this way in the case where can be only generated the insufficient dialog information of information, at information
The incomplete dialog information is not registered in reply log storing part 21 by reason portion 112, but is registered in as information is retained
Retain in information storage part 22.
Then, operator supplements necessary information to dialog information when that can ensure the time and completes dialog information.That is,
It is logged in operator and shows that the stage of service handling via telephone picture has been achieved for operator ID, thus information treatment part 112 can
Operator ID is included in and is retained in information.Also, the recording ID for coping with time Start Date and being obtained from phone processing unit 111
Also it can be included in and retain in information.Therefore, operator carry out retain information editing and processing in the case of, select phone by
The action for managing picture adds button 35, and the supplement process of information is selected from the drop-down menu shown by the selection.Information
Processing unit 112 responds the selection operation of the supplement process, from the wiring for retaining the taking-up of information storage part 22 with carrying out editing and processing
The corresponding reservation information of member, and be shown in defined editing pictures (not shown).There are multiple reservation information,
The list display reservation information, is therefrom selected as the reservation information of edit object.Operator from the editing pictures by inputting
Insufficient information is supplemented.At the end of supplement, the dialog information completed is registered in reply daily record by information treatment part 112
In storage part 21, and the reservation information is deleted from reservation information storage part 22.
In the present embodiment, fail in this way setting according to and work relationship and should be included in dialog information in it is complete
In the case of portion's information project, additional setting can be also carried out.
In addition, in the present embodiment, not only to dialog information into the supplement of row information, but also case ID is changed, made pair
Words information is transferred to other cases.That is, operator want will reply daily record be moved to other cases in the case of, select phone by
The action for managing picture adds button 35, and movement place to other cases is selected from the drop-down menu shown by the selection
Reason.Information treatment part 112 responds the selection operation of movement processing, and operator is made to select the case of moving source and mobile destination
Part is selected as the reply daily record of mobile object from the case for including in moving source.Answering for case is constituted in such manner, it is possible to edit
To daily record.Alternatively, it is also possible to the case of newly-generated mobile destination.
As described above, according to the present embodiment, to each failure of kainogenesis distribute case ID, pair with the case
The associated case ID that the case should be added to daily record of part carries out information management.Thereby, it is possible to will be associated with a case
Reply daily record be uniformly shown in service handling via telephone picture.Therefore, operator can grasp the reply to case at a glance
Historical record.That is, about the case, will appreciate that it is who has made phone and has made a call these conversation histories note to whom
Record.Also, by operating the drop down button 41 correspondingly shown with shown reply daily record, from shown drop-down menu
In selected, can be easy reproduce dialogue recording data.
In addition, in the present embodiment, setting server-centric 20 is managed collectively the data of the processing of each central monitoring position 10,
But it can also individually be managed by each central monitoring position 10, can also make both sides that there are data, data are managed using duplex system.
In addition, in the present embodiment, as the equipment of supervision object, by taking the equipment such as the elevator that is arranged in building as an example
It is illustrated, but can be used for the monitoring purpose of miscellaneous equipment.
Claims (6)
1. a kind of monitoring system, which is characterized in that the monitoring system has:
Manner at operator terminals, operator by coping with the phone from customer use;And
Recording data storage unit, by the recording data of the conversation content between record and customer, the knowledge with the recording data
Other information and recording Start Date temporal information are mapped and are stored,
The manner at operator terminals has:
Display control unit carries out the display control of service handling via telephone picture when being connected to phone from customer;
Issuance unit, the new issue carried out in the abnormal event of the equipment kainogenesis for being judged as customer according to operator
Case identification information corresponding with the event is issued in instruction;And
Associative cell, by with the corresponding case identification information of identified event in the dialogue of the phone from customer, and
Include that the dialog information of information associated with the dialogue and the recording data for the content for having recorded the dialogue associate,
The display control unit by with the associated dialog information of identified event in the dialogue of the phone from customer,
It is shown in the service handling via telephone picture according to the sequence of dialogue.
2. monitoring system according to claim 1, which is characterized in that
In the recording data storage unit, also by the conversation content between the engineer for having recorded and coping with the event
Recording data is mapped and is stored with the identification information of the recording data and recording Start Date temporal information,
The associative cell will also case identification information corresponding with the event, and include and the dialogue between the engineer
The dialog information of associated information and the recording data of content for having recorded the dialogue associate.
3. monitoring system according to claim 1, which is characterized in that
The monitoring system has the dialog information storage unit for accumulating the dialog information,
In the dialog information comprising case identification information, as exhalation side customer Customer Information, to the reply of phone
Time Start Date, cope with customer operator operator's identification information and the dialogue recording data identification information.
4. monitoring system according to claim 2, which is characterized in that
The monitoring system has the dialog information storage unit for accumulating the dialog information,
In including the dialog information of information associated with the dialogue between the engineer, including case identification information,
The Customer Information of customer corresponding with the event, to the engineer of reply time Start Date of phone, the engineer talked with
Identification information, cope with engineer operator operator's identification information and the dialogue recording data identification information.
5. monitoring system according to claim 3 or 4, which is characterized in that
The monitoring system has:
Retain information memory cell, will there is the information project not yet set in the information project for constituting the dialog information
Dialog information as retain information stored;And
Information compiling unit is used for the information project supplemental information not yet set for retaining information.
6. monitoring system according to claim 3 or 4, which is characterized in that
The monitoring system has information compiling unit, and the information compiling unit in the dialog information storage unit to storing
Dialog information in include case identification information into edlin.
Applications Claiming Priority (2)
| Application Number | Priority Date | Filing Date | Title |
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| JP2017077411A JP6385510B1 (en) | 2017-04-10 | 2017-04-10 | Monitoring system |
| JP2017-077411 | 2017-04-10 |
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| CN108696646A true CN108696646A (en) | 2018-10-23 |
| CN108696646B CN108696646B (en) | 2021-03-16 |
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| CN201810234312.7A Active CN108696646B (en) | 2017-04-10 | 2018-03-21 | Monitoring system |
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| JP (1) | JP6385510B1 (en) |
| KR (1) | KR102499195B1 (en) |
| CN (1) | CN108696646B (en) |
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| CN110300233A (en) * | 2019-07-24 | 2019-10-01 | 携程计算机技术（上海）有限公司 | Enterprise-level phone track management method and system |
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Also Published As
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| JP2018182475A (en) | 2018-11-15 |
| KR20180114507A (en) | 2018-10-18 |
| KR102499195B1 (en) | 2023-02-13 |
| CN108696646B (en) | 2021-03-16 |
| JP6385510B1 (en) | 2018-09-05 |
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