JP2000090161A - Call center of building facility maintenance company - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a call center of the building facility maintenance company which can minimize necessary data to be saved by deleting unnecessary data. SOLUTION: This center 1 is provided with a storage period data base 13 wherein the storage periods of respective pieces of data of a data base are set. In this case, the call center is provided with a storage period detecting means 9 which detects the storage period of data and an automatic data deleting means 10 which automatically deletes data having expired.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

The present invention relates to a call center of a building equipment maintenance company, and more particularly to a call center of a building equipment maintenance company suitable for managing a database.

[0002]

2. Description of the Related Art Conventionally, the contents of communications received from a customer or a maintenance person of a building equipment maintenance company at a call center have only to be sequentially added to a database constructed on a magnetic disk device or the like in a computer device. It was increasing year by year.

For this reason, management of the database becomes complicated, and expansion of a storage device such as a magnetic disk device requires
There was a problem that the installation place and the maintenance cost increased.

[0004]

In the above prior art,
It captures the value of all data uniformly and stores all data semi-permanently. However, in practice, data that is only valuable for months, valuable data for decades, etc.
The valuable period differs for each data.

An object of the present invention is to provide a call center of a building facility maintenance company which can minimize the amount of data to be stored and reduce the maintenance cost required for data storage.

[0006]

According to the present invention, there is provided a call center of a building equipment maintenance company having a database for storing customer information. And a means for deleting the information of the additional portion in a predetermined period is provided.

[0007] Further, the additional portion of the customer information is at least redundant data of a failure history and a repair history, and the basic portion is composed of at least a customer name, a contact telephone number, and the number of times a failure has occurred. It was done.

[0008] Further, the means for deleting in the predetermined period includes a storage period database in which a storage period of each data of the additional portion of the customer information is set, a storage period detecting unit for detecting a storage period of the data, It is constituted by automatic data deletion means for automatically deleting data whose period has passed.

With the above configuration, only necessary data always remains in the database, so that the amount of data to be stored can be minimized, the maintenance cost of the database can be reduced, and management can be facilitated.

[0010]

DESCRIPTION OF THE PREFERRED EMBODIMENTS Embodiments of the present invention will be described below with reference to the drawings.

FIG. 1 shows a call center 1 of a building equipment maintenance company.
And a telephone 2a in the call center 1 and this telephone 2a
And a converter 3 for extracting telephone number data from a group of signals transmitted from the telephone line, a processing device 4 such as a computer, a display device 5, an internal storage device 6, an external storage device 7, and an input device. FIG. 1 is an overall configuration diagram of a call center of building equipment including a storage period detection unit 9, an automatic data deletion unit 10, a customer information database 11, a failure case database 12, and a storage period database 13.

The display device 5 is specifically a CRT display or the like connected to a computer device. The internal storage device 6 is specifically a magnetic disk device or the like built in the computer device, and the external storage device 7 is specifically a magnetic disk device or the like connected to the computer device.
The input device 8 is specifically a keyboard, a mouse, or the like connected to a computer device. The storage period detecting means 9 and the automatic data deleting means 10 are specifically implemented as programs on the processing device 4. The customer information database 11 and the retention period database 13 are specifically implemented as data files in the internal storage device 6, and the failure case database 12 is specifically implemented as a data file in the external storage device 7. It is.

Here, the converter 3 is connected to the processing device 4 by a communication cable 14, and automatically reads a telephone number when a call is received and transmits it to the processing device 4. In order to realize such processing, the telephone line of the building facility maintenance company has contracted a number display service such as NTT.

[0014] Here, as an example of the database, a failure case of a building facility device has been described, but the present invention is not limited to this, as will be described later.

FIG. 2 shows a specific example of the database. The customer information database 16 includes a building identification number (ID), a building name, a building address, a building manager name, a telephone number of a manager room or the like as a contact address, a maintenance person for the building, and a past breakdown. The number of times has been entered. The failure case database 17 is used to input the ID, the date and time of receiving the call, the failure state of the building equipment contacted by the customer, the recovery time restored by the maintenance personnel, the failure cause investigated by the maintenance personnel, and the details of the countermeasures. is there. In the storage period database 18, a storage period corresponding to each failure content is input.

Next, a method of setting the data storage period will be described with reference to the failure case database 17 of FIG. 2 as an example. Here, an elevator, which is one of the building equipment, has been described as an example. Failure cases are not shown, but the sill of the elevator landing door was clogged with foreign matter such as dirt and the door could not be closed, and the fluorescent lamp in the elevator car was guaranteed by the fluorescent lamp manufacturer. Two examples of what was cut before are given.

If the cause of the failure is garbage, it is impossible to judge whether the cause is accidental occurrence when used for mischief of children, transportation of luggage, or the like. In this case, the data may be stored for several weeks, and it may be monitored whether a similar problem will occur in the near future. If it does not recur, it can be judged as accidental, and if it recurs frequently in a short period of time, it is a mischief. Here, if it happens accidentally, it does not make sense to accumulate this data for several decades and take statistics. Also,
If it's a child's prank, it's pointless if you take measures to get the building manager's attention, and then save it. Therefore, such data is set for a period of several weeks.

If the cause of the failure is out of the fluorescent lamp, the life of the fluorescent lamp in the installation environment of the customer building is investigated instead of the life guaranteed by the fluorescent lamp manufacturer, and an appropriate fluorescent lamp replacement cycle is grasped. It can be used for such things. Since such data needs to be collected and collected for a period of several years, the setting period is set to several years.

In this manner, the storage period is set for other failure cases.

If it is determined that the initially set period is inappropriate, the setting period can be changed from the input device 8.

Next, regarding the database management method,
This will be specifically described with reference to FIGS. When a trouble occurs in the building equipment of the customer building 15 to which the building equipment maintenance contract has been concluded, the manager in the customer building 15 uses the public telephone line from the telephone 2b in the manager room or the like to use the call center of the building equipment maintenance company. Report to 1. In the call center 1, the telephone number is transmitted from the converter 3 to the processing device 4 at the same time as the telephone 2b rings. The processing device 4 searches the customer information database 16 for an ID using the telephone number as a keyword,
The date and time of receiving the call are read from the internal timer of the processing device 4, and the ID, date and time are stored in the failure case database 17. The operator of the call center 1 hears the state of the building equipment from the manager of the customer building 15 and inputs the information to the failure state column of the failure case database 17 from the input device 8. Next, the operator informs the manager of the recovery, and hangs up the telephone, and searches the customer information database 16 for a maintenance person in charge of the building. Next, when the maintenance person in charge is contacted and instructed to go to recovery, the name of the maintenance person who went to recovery is entered in the recovery person column of the failure case database 17. When the restoration is completed, the maintenance person calls the call center 1 and reports the work. The operator inputs the time of receiving the call in the recovery time column of the failure case database 17, and also asks the maintenance staff for the cause of the failure and the details of the countermeasures.
Fill in the countermeasure details column. In this way, the failure case data is accumulated.

Here, the processing device 4 is set so that the storage period detecting means 9 and the automatic data deleting means 10 (specifically, the program on the processing device 4) are activated when the internal timer reaches the set time. Keep it. Next, the processing contents of the program will be described with reference to the flowchart of FIG.

In step S1, the processing device 4 stores the time of the internal timer in a variable "t1". Next, the data of the first row of the failure case database 17 is read in step S2. Procedure S
The date and the failure content of the row read in 3 are stored in variables “t2” and “failure content”, respectively. In step S4, the difference between the date when the failure notification was received and the date when the process is performed is determined, and the storage period “t3” is determined. In step S5, the storage setting period “t4” is read from the storage period database 18 and the failure content stored in the variable “failure content”. Next, the storage period is compared with the storage setting period in step S6, and if the storage period is equal to or longer than the storage setting period, the data is deleted in step S7. Step S
In step 8, the customer information database 11 is searched using the ID of the row from which data has been deleted as a key, and 1 is added to the number of failure occurrences.
As described above, the detailed contents of the failure are deleted, but only the history of the failure is kept. Next, it is determined in step S9 whether all the data in the failure case database 17 has been read. If the reading has not been completed, the process moves to the next row in step S10, and the same processing is repeated until all the rows are read.

In this manner, unnecessary data is deleted from the failure case database 17 at a specific time every day, so that the amount of data to be stored can be minimized. Therefore, the maintenance cost of the database can be reduced, and the management becomes easier.

In the present embodiment, the method of managing the failure case database of the building equipment has been described. However, the present invention is not limited to the embodiment, and the information such as inquiries and orders for products also determines the storage period according to the importance. By doing so, it can be applied.

[0026]

The present invention is configured as described above.
By setting a valuable period for each data and deleting the data after this period, the stored data can be minimized. Therefore, the maintenance cost required for storing the data can be reduced, and the management becomes easy.

[Brief description of the drawings]

FIG. 1 is an overall configuration diagram of a call center of a building equipment maintenance company.

FIG. 2 is an explanatory diagram showing specific examples of a customer information database, a failure case database, and a storage period database.

FIG. 3 is a flowchart showing processing of a storage period detection unit and an automatic data deletion unit.

[Explanation of symbols]

 Reference Signs List 1 Call center of building equipment maintenance company 2a Telephone in call center 2b Telephone in customer building 3 Converter 4 Processing device 5 Display device 6 Internal storage device 7 External storage device 8 Input device 9 Retention period detection means 10 Automatic data deletion means 11 Customer information Database 12 Failure case database 13 Retention period database 14 Communication cable 15 Customer building 16 Specific example of customer information database 17 Specific example of failure case database 18 Specific example of retention period database

 ──────────────────────────────────────────────────続 き Continuing on the front page (72) Inventor Takayuki Matsui 1-6-6 Kanda Nishikicho, Chiyoda-ku, Tokyo Inside the Hitachi Building System Co., Ltd. (72) Inventor Hiroaki Kasai 502, Kandamachi, Tsuchiura-shi, Ibaraki Prefecture Hitachi Inside the Machinery Research Laboratory (72) Inventor Tomoyuki Hamada 502, Kandamachi, Tsuchiura-shi, Ibaraki Prefecture Inside Machinery Research Laboratories, Inc. (72) Takaya Tanabata 502, Kandamachi, Tsuchiura-shi, Ibaraki Machinery Research, Hitachi In-house F-term (reference) 5B049 CC45 5C087 AA02 AA09 AA10 AA24 DD08 DD18 DD23 DD33 EE01 EE07 GG07 GG18 GG19 GG30 GG36

Claims (3)

[Claims] In a call center of a building equipment maintenance company having a database for storing customer information, the customer information is divided into a basic part and an additional part, and the information of the additional part is stored for a predetermined period. A call center of a building equipment maintenance company, wherein a means for deleting is provided. 2. An additional portion of the customer information is at least redundant data of a failure history and a repair history, and a basic portion is composed of at least a customer name, a contact telephone number, and the number of times a failure has occurred. 2. The call center of a building equipment maintenance company according to claim 1, wherein: 3. A storage period database in which a storage period of each data of an additional part of the customer information is set, a storage period detecting unit for detecting a storage period of the data, 2. The call center of a building equipment maintenance company according to claim 1, wherein said call center is constituted by an automatic data deletion means for automatically deleting data whose period has passed.