CN108696646B

CN108696646B - Monitoring system

Info

Publication number: CN108696646B
Application number: CN201810234312.7A
Authority: CN
Inventors: 望月昭文
Original assignee: Mitsubishi Electric Building Techno Service Co Ltd
Current assignee: Mitsubishi Electric Building Solutions Corp
Priority date: 2017-04-10
Filing date: 2018-03-21
Publication date: 2021-03-16
Anticipated expiration: 2038-03-21
Also published as: JP2018182475A; KR20180114507A; KR102499195B1; JP6385510B1; CN108696646A

Abstract

A monitoring system. A history of the dialog associated with the event can be prompted for each unusual event newly generated by the customer device. The information processing unit generates a case ID assigned to each fault in accordance with an operation instruction of an operator who recognizes that a fault has newly occurred through a session with a customer, and generates session information by associating the case ID with a building number, an association start date and time, an operator ID, a recording ID set for recording data received from the telephone processing unit, and the like when the session with the customer is completed, and registers the session information in the association log storage unit. When the operator identifies a case through a dialogue with the calling customer, the information processing unit acquires a log of the case ID in which the case is set, and displays a list in time series on the telephone reception screen. When a predetermined button of the displayed support log (session information) is selected, the recorded data of the session is reproduced.

Description

Monitoring system

Technical Field

The present invention relates to a monitoring system, and more particularly to management of information generated in response to an operator's conversation with a telephone call from a customer.

Background

In order to monitor elevators installed in building facilities located throughout the country, for example, buildings of contracted parties, a monitoring system is provided with a plurality of monitoring centers throughout the country, and each monitoring center monitors elevators installed in respective responsible areas.

When a customer such as a building owner detects a failure of some kind in an elevator, the customer calls a monitoring center in charge. An operator at a monitoring center deals with a customer using a dedicated operator terminal corresponding to a telephone, and when receiving a call from the customer, the operator makes a conversation with the customer regarding the contents of the trouble and the resolution of the trouble.

The monitoring center records the conversation content with the customer. The recorded data is stored in association with the recording date and time and identification information of a telephone set used when the recording data is addressed to a customer.

Documents of the prior art

Patent document

Patent document 1: japanese patent laid-open publication No. 2005-217534

Patent document 2: japanese laid-open patent publication No. 2002-099718

However, there are cases where the customer is in communication with the event such as the occurrence of a failure several times, for example, the customer calls again to receive a report of a follow-up situation, or the customer is called by an operator to adjust a dispatch plan of an engineer. At this time, the operator needs to confirm the contents of the conversation previously conducted with the customer to communicate with the customer more accurately.

However, conventionally, recorded data is associated with only the recording date and time and information for specifying a telephone set used in a conversation, and therefore, an operator needs to search recorded data based on the approximate date and time when the operator had a conversation with a customer. When a plurality of devices of the same customer have failed, it is more difficult to search for the target recorded data. Therefore, it takes extra time to search for the target sound recording data.

Disclosure of Invention

The invention aims to provide a history record of a conversation related to each abnormal event newly generated by a device of a customer.

The monitoring system of the present invention is characterized by comprising: an operator terminal used by an operator who handles a telephone from a customer; and a recording data storage unit that stores recording data for recording a content of a session with a customer in association with identification information of the recording data and recording start date and time information, wherein the operator terminal includes: a display control unit for controlling display of a telephone receiving screen when a telephone is received from a customer; an issuing unit that issues case identification information corresponding to an event, in accordance with a new issue instruction that is issued when an operator determines that an abnormal event has newly occurred in the customer's equipment; and a correlation unit that correlates case identification information corresponding to an event specified in a conversation with a telephone from a customer, conversation information including information correlated with the conversation, and recording data in which the content of the conversation is recorded, wherein the display control unit displays the conversation information correlated with the event specified in the conversation with the telephone from the customer on the telephone reception screen in order of the conversation.

In the monitoring system according to the present invention, the recording data storage unit further stores recording data in which contents of a conversation with an engineer dealing with the event are recorded in association with identification information of the recording data and recording start date and time information, and the association unit further associates case identification information corresponding to the event with conversation information including information associated with a conversation with the engineer and the recording data in which contents of the conversation are recorded.

In the monitoring system according to the present invention, the monitoring system includes a dialogue information storage unit that stores dialogue information including case identification information, customer information of a customer who is a calling party, a call-handling start date and time, operator identification information of an operator who handles a customer, and identification information of recorded data of the dialogue.

In the monitoring system according to the present invention, the monitoring system includes a dialogue information storage unit that stores the dialogue information, and the dialogue information including information related to a dialogue with the engineer includes case identification information, customer information of a customer corresponding to the event, a call-handling start date and time, engineer identification information of the engineer having the dialogue, operator identification information of an operator corresponding to the engineer, and identification information of recording data of the dialogue.

Further, a monitoring system according to the present invention is characterized in that the monitoring system includes: a reservation information storage unit that stores, as reservation information, session information in which an information item that has not been set exists among information items constituting the session information; and an information editing unit configured to supplement information to information items of the reserved information that have not been set.

In the monitoring system according to the present invention, the monitoring system further includes an information editing unit that edits case identification information included in the session information stored in the session information storage unit.

Effects of the invention

According to the present invention, it is possible to prompt, for each unusual event newly occurring on the customer's equipment, the history of the conversation associated with the event.

Also, a history of the dialog with the engineer associated with the event can be prompted.

Further, the dialog information including the information item that has not been set can be supplemented with the information after the fact.

Further, the association between the event and the session information can be changed afterwards.

Drawings

Fig. 1 is an overall configuration diagram showing an embodiment of a monitoring system of the present invention.

Fig. 2 is a diagram showing an example of the data structure of the audio record data information stored in the audio record data information storage unit according to the present embodiment.

Fig. 3 is a diagram showing an example of a data structure of customer information registered in the customer master data according to the present embodiment.

Fig. 4 is a diagram showing an example of the data structure of the engineer information registered in the engineer master data according to the present embodiment.

Fig. 5 is a diagram showing an example of a telephone reception screen displayed on the operator terminal according to the present embodiment.

Fig. 6 is a diagram showing an example of the data structure of the session information stored in the correspondence log storage unit according to the present embodiment.

Detailed Description

Preferred embodiments of the present invention will be described below with reference to the accompanying drawings. In the present embodiment, a description will be given taking as an example a monitoring system that monitors equipment such as an elevator installed in a building facility of a contracted party.

Fig. 1 is an overall configuration diagram showing an embodiment of a monitoring system of the present invention. Fig. 1 shows a configuration in which a monitoring center 10 and a server center 20 are connected via an intranet 1. The monitoring system of the present embodiment is provided with a monitoring center for each area. The monitoring center 10 performs a task of dealing with a telephone call from a customer such as a building owner in a responsible area. Since each monitoring center 10 performs the same operation, only one monitoring center 10 is illustrated in fig. 1. The server center 20 is provided with a plurality of server computers, and collectively manages databases and the like used by the monitoring centers 10 using the plurality of server computers.

The monitoring center 10 of the present embodiment has a configuration in which an operator terminal 11 and a PBX (Private Branch eXchange) 12 are connected to a LAN (Local Area Network) 13. The LAN13 is connected to the intranet 1 through the router 14. In addition, the monitoring center 10 is provided with a device for connecting an extension telephone provided in the car of the elevator, for example, but constituent elements not used in the description of the present embodiment are omitted in fig. 1.

The operator terminal 11 is a dedicated terminal device used by an operator who handles a telephone call from a customer. The operator terminal 11 is connected to the telephone set. In the present embodiment, a group of the operator terminal and the telephone set is collectively referred to as an "operator terminal". Although a plurality of operator terminals 11 are provided, only one is illustrated in the drawings since they have the same function.

The operator terminal 11 is a dedicated terminal device with a built-in computer, and includes a CPU, ROM, RAM, and HDD, and also includes a network interface and a user interface for performing network communication. As the user interface, a headset (headset) for performing a conversation using a telephone, a display as a display unit, and a mouse and a keyboard as input units are configured.

As shown in fig. 1, the operator terminal 11 includes a telephone processing unit 111, an information processing unit 112, a display control unit 113, and a User Interface (UI) unit 114 as processing functions. In fig. 1, components that are not used in the description of the present embodiment are omitted. The telephone processing unit 111 performs all processes using a telephone, such as line connection, conversation process, and recording process of conversation contents. The user interface section 114 receives an instruction from a user and displays information under the control of the display control section 113. The display control unit 113 generates various screens to be displayed on the display, and displays the user interface unit 114.

The information processing unit 112 performs all processes such as generation and change of information processed in the operator terminal 11. Specifically, the information processing unit 112 functions as: an issuing unit that issues case identification information corresponding to an event in accordance with a new issue instruction that is issued when an operator determines that an abnormal event has newly occurred in a device of a customer; an association unit that associates case identification information corresponding to an event specified at the time of a conversation from a customer's telephone, conversation information including information associated with the conversation, and recording data in which the content of the conversation is recorded; and an information editing unit configured to add information to the information item for which the reservation information is not set and/or edit case identification information included in the session information.

The components 111 to 114 of the operator terminal 11 are realized by the coordinated operation with a computer mounted on the operator terminal 11 and a program run in a CPU mounted on the computer. The program used in the present embodiment is provided by the communication means, but may be provided by being stored in a computer-readable recording medium such as a CD-ROM or a USB memory.

The PBX12 is connected to a telephone line network (not shown) and connects a telephone (outside line) from a customer to the operator terminal 11.

The server center 20 manages the correspondence log storage unit 21, the reservation information storage unit 22, the recording data information storage unit 23, the customer master data 24, and the engineer master data 25 using a plurality of server computers. The response log storage unit 21 stores, as a response log, information relating to the action of the operator and dialogue information relating to the dialogue between the operator and the customer or the engineer. The session information includes various information items as described later, but the operator may not be able to set one or a plurality of information items in the stored session information while working on the telephone or the like, and the session information may be partially lost. The reservation information storage unit 22 stores, as reservation information, session information in which an information item that has not yet been set exists among the information items constituting the session information.

Fig. 2 is a diagram showing an example of the data structure of the recorded data information stored in the recorded data information storage unit 23 according to the present embodiment. The recording data information storage unit 23 stores recording data for recording the contents of a conversation performed between an operator, a customer, and an engineer via the telephone processing unit 111. The telephone processing unit 111 registers the recording ID, the recording start date and time, and the recording data in the recording data information storage unit 23 in a group in accordance with the identification information (hereinafter referred to as "recording ID") given to the recording data as shown in fig. 2 at the time of recording.

Fig. 3 is a diagram showing an example of a data structure of customer information registered in the customer master 24 according to the present embodiment. The customer information includes, in correspondence with a building number for specifying a building generated for each building of a customer who is a contracting party: the customer name, address, telephone number, a person in charge of a building owner or the like, contract content information, information relating to a security company that performs security of the customer, and the like. Although fig. 3 shows information items displayed on the telephone acceptance screen and/or included in the dialogue information, the information items included in the customer information are not limited to this.

Fig. 4 is a diagram showing an example of the data structure of the engineer information registered in the engineer master 25 according to the present embodiment. The engineer is an operator who repairs a failure occurring in the building equipment of the customer, and the engineer information includes engineer identification information (hereinafter, referred to as "engineer ID") for identifying each engineer, the name, the located unit, the department, and the telephone number of the engineer. Of course, other information may be included.

In the present embodiment, a terminal device having the same processing function as the operator terminal 11 and performing the same processing may be further provided in the server center 20, but this is not used in the description, and thus is omitted in fig. 1.

Fig. 5 is a diagram showing an example of a telephone call reception screen displayed on the operator terminal 11 according to the present embodiment. The screen structure of the telephone receiving screen will be described here, in which a telephone receiving screen is displayed by a telephone operator receiving a telephone call from a customer and performing a predetermined operation.

The telephone reception screen is provided with a display area 31 for information related to an operator, a display area 32 for customer information, a display area 33 for passing, and an input area 34 for information related to a case. Further, an action addition button 35, a new case button 36, an engineer button 37, a cancel button 38, a save button 39, a response completion button 40, and a pull-down button 41 for displaying a pull-down menu, which are operated by the operator in accordance with the situation, are provided.

Operator terminal identification information (hereinafter referred to as "operator terminal ID") for identifying the operator terminal 11 and identification information (hereinafter referred to as "operator ID") of an operator who is using the operator terminal 11 are displayed in the operator display area 31.

In the customer information display area 32, customer information related to a building to which a customer who makes a call, that is, a contract of the customer, is displayed. In addition, each building is identified by a building number.

The order in which the dialogue information associated with the corresponding case is conversed, i.e., the chronological order, should be displayed in the display area 33 that should be passed. In the present embodiment, not only the information related to the conversation but also all the information related to the case are displayed in chronological order. Here, the "case" refers to an abnormal event occurring in the building equipment of the customer. In the present embodiment, the case is specified based on which building the abnormal event (failure) has occurred at, that is, based on the building and the failure specified by the building number. The information related to the case includes not only a session with a customer but also all information related to a session with an engineer who repairs the trouble, a process performed by an operator or the like to repair the trouble, and the like.

The input area 34 for information associated with the case is an area for the operator to input in order to record the contents of the conversation with the customer and the engineer. For example, as illustrated in fig. 5, the input may be divided into the following regions: an "incoming call" area for inputting contents from a customer's telephone, i.e., contents of a failure, an "arrival" area for recording an engineer's travel to the site (building), a "cause" area for recording a failure cause of a report received from the engineer, and a "disposition" area for recording contents of a failure implementation by the engineer or the like.

Next, the operation of the present embodiment will be described.

The operator logs in the monitoring system and the PBX12 by inputting an operator ID and a password from the operator terminal 11 to start work. When the operator receives a call from the customer, the telephone processing unit 111 starts recording the contents of the conversation between the operator and the customer.

The operator listens to information for specifying the building (building number) of the customer by telephone, and inputs the listened customer information from a predetermined search screen (not shown). Then, a telephone call acceptance screen is displayed by performing a predetermined operation. The operator terminal ID and the operator ID are displayed in the display area 31 of the displayed telephone reception screen, and the customer information acquired by the information processing unit 112 by searching the customer master 24 based on the input customer information is displayed in the display area 32.

First, it is assumed that some abnormal event such as a failure occurs in the customer's equipment and the customer makes a call. In the following description, a case where a failure occurs as an abnormal event will be described as an example.

The operator selects the new case button 36 when recognizing that a failure has newly occurred through a dialogue with the customer. The information processing unit 112 issues case identification information (hereinafter, referred to as "case ID") corresponding to the failure in response to a new issue instruction, which is a selection of the new case button 36. Since the case is a new case, the corresponding log storage unit 21 does not yet register a corresponding log including the case ID. Therefore, there is no display in the display area 33 that should be passed. The operator then writes to the input area 34 while listening to the contents of the fault from the customer in order to record the contents thereof. When the telephone line is disconnected after the session with the customer is completed, the telephone processing unit 111 generates a recording ID assigned to the recording data, adds the recording data and the date and time at which recording is started to the recording ID, generates recording data information, and registers the recording data information in the recording data information storage unit 23. Then, the telephone processing section 111 notifies the information processing section 112 of the sound recording ID.

The operator who has finished the conversation with the customer selects the save button 39. The information processing unit 112 generates dialogue information in response to selection of the save button 39. That is, the information processing unit 112 associates the newly issued case ID with information such as the building number, the action, the date and time when the customer call is started (the call start date and time), the telephone number of the calling party acquired from the PBX12, the operator ID, the recording ID received from the telephone processing unit 111, the operator terminal ID, and the trouble content written in the input area 34 included in the displayed customer information, and thereby generates and registers session information in the log storage unit 21. As described above, in the present embodiment, when a call is made from a customer, a case ID corresponding to a new trouble is issued by selecting the new case button 36, and the case ID is associated with each information item to generate a response log. In addition, the type of the behavior of the operator is set for the action. For example, an incoming call/outgoing call from a telephone, a reservation by an engineer (caller), and the like can be given. The action when the customer's phone call is received is "incoming call".

Fig. 6 is a diagram showing an example of the data structure of the dialogue information stored in the correspondence log storage unit 21 according to the present embodiment. Here, among the two types of session information shown in fig. 6, session information having a data structure generated in response to a customer is registered. As is clear from this data structure, the building number and the customer, the recording ID and the recording data, and the operator ID and the operator are associated with the case based on the session information generated by the session with the customer this time.

However, the customer may make a call to confirm, for example, the arrival time of an engineer or the like to the monitoring center in response to an existing trouble, without being limited to making a call when a new trouble occurs.

To explain the operation in this case, when the operator receives a call from the customer, the telephone processing unit 111 starts recording the contents of the conversation between the operator and the customer as in the above case.

The operator listens to information for identifying the customer and the building by telephone, and inputs the listened customer information from a predetermined search screen (not shown). Then, a telephone call acceptance screen is displayed by performing a predetermined operation. The operator terminal ID and the operator ID are displayed in the display area 31 of the displayed telephone reception screen, and the customer information acquired by the information processing unit 112 by searching the customer master 24 based on the input customer information is displayed in the display area 32. Further, when searching the correspondence log storage unit 21 using the building number and the telephone number specified based on the contents heard from the customer, the information processing unit 112 acquires the case ID from the correspondence log, extracts the correspondence log including the acquired case ID, and displays the correspondence log in a list in time series in the display area 33 where the correspondence is passed, unlike the case of the new trouble described above, because the correspondence log is registered.

According to the present embodiment, the operator does not need to search such a handling log associated with the same case, and the log can be automatically displayed in the display area 33 through which handling is performed. In addition, there are cases where a plurality of cases simultaneously progress for the same customer. In this case, the case to be dealt with may be displayed in a list on another screen, the operator may select a case from the list, and the display area 33 may display a journal to be dealt with in association with the selected case.

As described above, the display on the telephone reception screen is the same as the case of the new case except for the difference from the case of the new case, and therefore, the description thereof is omitted. That is, the information processing unit 112 generates the dialogue information for dealing with the customer illustrated in fig. 6 and registers the dialogue information in the dealing log storage unit 21. Here, a case ID corresponding to a failure identified from information that an operator listens to from a customer when a telephone conversation is made from the customer is associated with each information item, thereby generating a response log.

When the contents of the fault are determined, an engineer may need to be dispatched to the field to repair the fault. There are situations where the engineer makes a call as with the customer described above. In this case, when there are a plurality of building numbers of the customer or cases that are dealing with the customer, the operator designates the building numbers and cases, displays information related to the cases that are the targets of trouble shooting on the telephone reception screen, and selects the engineer button 37 on the screen. The information processing unit 112 searches the engineer master 25 in response to the selection operation, and displays the information of the engineer in a list on another screen. When the operator selects an engineer who requests repair, the operator terminal 11 automatically calls the engineer's telephone number.

When the line connection is established with the telephone of the engineer in this way, the telephone processing unit 111 starts recording the contents of the conversation between the operator and the engineer in the same manner as the conversation with the customer.

The operator indicates a plan for going to the site or the like to the engineer via a telephone, and writes the contents of the conversation into the input area 34. When the telephone line is disconnected after the completion of the dialogue with the engineer, the telephone processing unit 111 generates a recording ID added to the recording data, adds the recording data and the date and time at which the recording was started to the recording ID, generates recording data information, and registers the recording data information in the recording data information storage unit 23. Then, the telephone processing section 111 notifies the information processing section 112 of the sound recording ID.

The operator who has finished the conversation with the engineer selects the save button 39. The information processing unit 112 generates the session information in response to the selection of the save button 39, and the processing after the save button 39 is selected may be the same as the processing for dealing with the customer, and may be only the object of the session. That is, the information processing unit 112 associates the case ID with information such as the building number, the action, the date and time when the engineer call is started (the start date and time of the call), the telephone number of the engineer, the operator ID, the recording ID received from the telephone processing unit 111, the operator terminal ID, and the trouble content written in the input area 34, which are included in the displayed customer information, and thereby generates and registers the session information in the log storage unit 21. In addition, the action in this case is "call out".

Fig. 6 shows a data structure of the dialogue information when dealing with the engineer (in-company dealing), and as is clear from the data structure, the dialogue information generated by the dialogue with the engineer is associated with the dialogue information generated when dealing with the customer, based on the case ID of the dialogue information generated by the dialogue with the engineer this time.

Then, when the engineer specifies the dispatch plan, the operator calls the customer, and in this case, the information of the case is displayed on the call acceptance screen, and the call is transmitted to the customer, and the save button 39 is selected after the completion of the session. The information processing unit 112 generates dialogue information in response to the selection operation, and registers the dialogue information in the correspondence log storage unit 21.

The operator receives a call from the engineer to the scene, the cause of the failure, the processing for the failure, and the like, and accordingly, the information processing unit 112 generates dialogue information and registers the dialogue information in the correspondence log storage unit 21 in the same manner as in the above case.

However, the action of the operator on the case is not limited to the handling of the telephone. For example, the reminder is set so as not to forget the work that will be performed by itself. In this case, the operator causes the information of the corresponding case to be displayed on the telephone reception screen, selects the action addition button 35, and sets the action from a predetermined setting screen (not shown) displayed by selecting the action setting from a pull-down menu displayed in accordance with the selection. The information processing unit 112 generates a response log in response to the operator's operation, and registers the response log in the response log storage unit 21.

In this way, the treatment log associated with the case ID is displayed in the display area 33 through which treatment passes in time series. Details of the start date and time of the correspondence, the action, the object of the operator's conversation, the operator, the contents of the trouble, and the like are displayed in the display area 33, and the operator can grasp the correspondence history for the case at a glance by referring to the display.

Further, in the pull-down menu displayed by selecting the pull-down button 41 on the right end of the detail of the display area 33, processes that can be performed in association with the corresponding log are displayed in a list. For example, a pull-down menu of actions "incoming call" or "outgoing call" to be handled by a telephone includes "recording and reproduction". When the operator selects "record reproduction", the information processing unit 112 acquires the record ID included in the response log (dialogue information), downloads the record data corresponding to the record ID from the record data information storage unit 23, and reproduces the record data.

According to the present embodiment, when the operator wants to confirm the contents of the conversation with the customer or the engineer, the operator can reproduce the recorded data of the conversation he wants to listen to by merely performing a selection operation from the log of the correspondence displayed in the list.

When the generated trouble is repaired and there is no need to continue the countermeasure against the trouble, the operator displays the information of the case on the telephone reception screen and selects the countermeasure completion button 40. The information processing section 112 closes the case in response to the selection operation. This can be performed by, for example, associating flag information indicating whether a case is currently in charge or has been completed with each case to perform information management. In the above-described process of specifying cases based on the contents of the conversation with the customer, the case to be selected is displayed in a list by the operator, but the closed cases can be excluded from the displayed list by using the flag information.

In addition, when there is a continuous incoming call from a plurality of customers, particularly when there is a call on hold, the operator may start handling the next call in a state where the contents of the trouble heard from the customer cannot be written on the call reception screen and the save button 39 cannot be selected. In this way, when the save button 39 is not selected and information of another customer is displayed on the telephone reception screen, the information processing unit 112 attempts to generate dialogue information using only information items acquired after the processing of the case being displayed has ended. For example, in the case where the contents of the failure have not been written or the case is not specified, generation of the dialogue information is also attempted. In this way, when only the dialogue information with insufficient information can be generated, the information processing unit 112 does not register the incomplete dialogue information in the correspondence log storage unit 21, but registers the incomplete dialogue information as the reservation information in the reservation information storage unit 22.

Then, the operator supplements necessary information to the dialogue information to complete the dialogue information when the time can be secured. That is, since the operator ID is already acquired at the stage when the operator registers and displays the call acceptance screen, the information processing unit 112 can include the operator ID in the reservation information. The recording ID acquired from the telephone processing unit 111 and the start date and time to be dealt with can be included in the reserved information. Therefore, when the operator edits the reserved information, the action addition button 35 of the telephone acceptance screen is selected, and the information addition process is selected from the pull-down menu displayed by the selection. In response to the selection operation of the supplementary process, the information processing unit 112 retrieves the reserved information corresponding to the operator who performed the editing process from the reserved information storage unit 22, and displays the retrieved information on a predetermined editing screen (not shown). In the case where there are a plurality of pieces of reservation information, the reservation information is list-displayed, from which the reservation information as an editing target is selected. The operator supplements the information by inputting the shortage from the editing screen. At the end of the replenishment, the information processing section 112 registers the completed dialogue information in the correspondence log storage section 21, and deletes the reservation information from the reservation information storage section 22.

In the present embodiment, even when all the information items to be included in the dialogue information according to the relationship with the operation cannot be set in this way, additional setting can be performed.

In the present embodiment, the session information is not only supplemented with information, but also the case ID is changed and the session information is transferred to another case. That is, when the operator wants to move the corresponding log to another case, the operator selects the action addition button 35 on the call reception screen and selects the process of moving to another case from the pull-down menu displayed by the selection. In response to the selection operation of the movement process, the information processing unit 112 causes the operator to select cases of the movement source and the movement destination and selects a corresponding log as a movement target from the cases included in the movement source. Thus, the corresponding log constituting the case can be edited. In addition, a case of a destination of movement may be newly generated.

As described above, according to the present embodiment, a case ID is assigned to each newly generated failure, and the case ID of the case is added to the corresponding log associated with the case, and information management is performed. This enables the call acceptance screen to display the corresponding log associated with one case collectively. Therefore, the operator can grasp the history of the handling of the case at a glance. That is, with respect to this case, it is possible to grasp who made a call and who made a call to the conversation history. Further, by operating the pull-down button 41 displayed in association with the displayed response log and selecting from the displayed pull-down menu, it is possible to easily reproduce the recorded data of the session.

In the present embodiment, the server center 20 is provided to manage the data handled by each monitoring center 10 in a unified manner, but the data may be managed by each monitoring center 10 alone, or may be managed by a dual system having both data.

In the present embodiment, the device to be monitored is described by taking a device such as an elevator installed in a building as an example, but may be used for monitoring purposes of other devices.

Claims

1. A monitoring system, comprising:

an operator terminal used by an operator who handles a telephone from a customer; and

a recording data storage unit for storing recording data for recording the content of the session with the customer in association with identification information of the recording data and recording start date and time information,

the operator terminal has:

a display control unit for controlling display of a telephone receiving screen when a telephone is received from a customer;

an issuing unit that issues case identification information corresponding to an event, in accordance with a new issue instruction that is issued when an operator determines that an abnormal event has newly occurred in the customer's equipment; and

an association unit that associates case identification information corresponding to an event determined at the time of a conversation from a customer's telephone, conversation information including information associated with the conversation, and recording data in which the content of the conversation is recorded,

the display control means displays, on the telephone reception screen, conversation information associated with an event specified in a conversation with a telephone from a customer in the order of the conversation.

2. The monitoring system of claim 1,

the recording data storage means further stores recording data in which a content of a dialogue with an engineer dealing with the event is recorded, in association with identification information and recording start date and time information of the recording data,

the association unit also associates case identification information corresponding to the event, dialogue information including information associated with a dialogue with the engineer, and recording data in which the contents of the dialogue are recorded.

3. The monitoring system of claim 1,

the monitoring system has a dialogue information storage unit that accumulates the dialogue information,

the session information includes case identification information, customer information of a customer who is a calling party, a date and time when a call is started, operator identification information of an operator who deals with the customer, and identification information of recorded data of the session.

4. The monitoring system of claim 2,

the dialogue information including information related to a dialogue with the engineer includes case identification information, customer information of a customer corresponding to the event, a start date and time of a call to be handled, engineer identification information of the engineer having the dialogue, operator identification information of an operator to be handled, and identification information of recorded data of the dialogue.

5. Monitoring system according to claim 3 or 4,

the monitoring system has:

a reservation information storage unit that stores, as reservation information, session information in which an information item that has not been set exists among information items constituting the session information; and

and an information editing unit for supplementing information to the information items of the reserved information which are not set yet.

6. Monitoring system according to claim 3 or 4,

the monitoring system includes an information editing unit that edits case identification information included in the session information stored in the session information storage unit.