JP2000285351A - Reporting system and its reporting center device - Google Patents

Abstract

PROBLEM TO BE SOLVED: To quickly grasp the situation, etc., of a notifier by permitting a most appropriate operator proficient in the language of the notifier to receive the notification in an emergency reporting system, etc. SOLUTION: When a piece of information including identification information and position information is received from a notifier, the notifier is specified by retrieving a subscriber database 6, and the position is further specified by referring to a map database 5. Then, an operator database is retrieved, and an operator who can speak the language of the notifier and also has acquaintance with the location of the notifier connects an operation terminal in use to communication equipment 8.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a report system and a report center device thereof, and more particularly to a report system and a report center device that enable an optimal operator to respond according to a language used by a reporter.

[0002]

2. Description of the Related Art In a traffic accident or the like, the time from the occurrence of the accident until the first treatment is closely related to the survival rate of the injured person. Therefore, a vehicle emergency notification system as shown in FIG. 5 has been proposed. In this system, when an accident such as a vehicle collision occurs, an emergency notification device mounted on the accident vehicle 11 automatically reports vehicle emergency information to the emergency center 12 via a public mobile phone network or the like. At the emergency center 12 that was notified of the vehicle emergency information,
The location and status of the accident are reported to the emergency report destinations 13 such as police stations and fire departments via a public telephone network. And
The emergency report destination 13 that has received the report causes the emergency vehicle 14 to rush to the accident site using a dedicated radio or the like. With this system, it is possible to arrange the emergency vehicle 14 even when a traffic accident occurs in a place with little traffic or at night and the passengers of the accident vehicle 11 are severely unable to move.

Hereinafter, such a vehicle emergency notification system will be described in detail. The emergency notification device mounted on the vehicle has the following functions (1) to (4). (1) Communication function: having a communication function similar to that of a mobile phone,
Automatic switching between data communication and voice communication is possible. (2) Position detection function: As data for vehicle position detection,
Records own vehicle position data such as GPS (Global Positioning System) and gyro. (3) Emergency detection function: equipped with a collision position sensor and a rollover sensor, and detects what kind of accident has occurred. (4) Vehicle emergency information reporting function: An emergency report is started when a detection output from a collision position detection sensor or a rollover sensor is generated, and the recorded vehicle position data is automatically transmitted. Manual notification by pressing the vehicle emergency information notification button is also possible.

Next, the flow from the occurrence of an accident to the arrangement of an emergency vehicle will be described. (B) Detection of accident occurrence: Various sensors such as a collision position sensor and a temperature sensor are connected to the emergency notification device mounted on the vehicle, and the above emergency detection function automatically detects a collision accident or vehicle fire. Detect. (B) Automatic notification to the emergency center: When the emergency notification device mounted on the accident vehicle 11 detects the occurrence of an accident by the emergency detection function, the communication function is used together with the vehicle position information detected by the position detection function. It is automatically transmitted to the emergency center 12 as vehicle emergency information. (C) Confirming the accident situation: Upon receiving the vehicle emergency information from the accident vehicle 11, the terminal device of the emergency center 12 displays a map centering on the position of the accident vehicle 11 on the screen. The operator of the emergency center 12 is to board the accident vehicle 11 (driver or passenger)
Conversation by voice and hear the accident situation and the presence or absence of an injured person, etc., and report to the emergency report destination 13 in charge. (D) Arrangement of emergency vehicles: The emergency report destination 13 who received the report
The location where the accident occurred is identified based on the voice conversation with the passenger and the reporting position data, and a police car, an ambulance, a fire engine, etc. are arranged according to the accident situation and the presence or absence of an injured person.

[0005]

In the conventional system described above, when vehicle emergency information is reported from the accident vehicle to the emergency center, the emergency center notifies all the operator terminals or vacates at that time. (Not responding to the accident vehicle) was notified to the terminal of the operator.

[0006] In such a vehicle emergency notification system, it is important to complete the grasp of the accident situation and the like in as short a time as possible. However, in the above-mentioned conventional system, an operator who has no intuition at the site of the accident or the language used by the passenger of the accident vehicle (foreign language, dialect, etc.)
However, there is a problem that it takes time to grasp the accident situation in the response by the operator who cannot understand the situation. In order to avoid such a problem, it is not realistic to require the operator to have a local intuition for all areas and to understand various dialects and foreign languages. For this reason, in practice, a procedure was performed in which the operator who first responded was reconnected to an operator who could respond more appropriately.

[0007] The present invention has been made in view of such a situation, and enables the most appropriate operator to respond to the caller's language and the like so that any caller can be addressed. It is an object of the present invention to provide a reporting system and a reporting center device capable of quickly grasping the situation and the like.

[0008]

According to the present invention, in order to solve the above problems, when a reporter and a reporter are received from the reporter, the position of the reporter is specified, and the position of the reporter is specified. In a reporting system having a reporting center device for notifying a reporting destination under its jurisdiction, a reporter transmits information including its identification information and location information to the reporting center device, and the reporting center device transmits the identification information from the reporter to the reporting center device. When the information including the information and the location information is received, the operator terminal most suitable for the reporter is connected to the reporter. With this configuration, the most suitable operator can respond to the caller, and quickly grasp the situation of the caller.

[0009]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS The invention described in claim 1 of the present invention provides a reporter who, when receiving a report from the reporter, specifies the position of the reporter and controls the position of the reporter. In a reporting system comprising: a reporting center device for notifying the destination, the reporter transmits information including its identification information and location information to the report center device, and the report center device identifies the identification from the reporter. When the information including the information and the location information is received, it is a report system that connects the operator terminal used by the operator most suitable for the reporter with the reporter, and when the reporter reports to the report center device, This has the effect of enabling the most appropriate response to the caller by the operator.

[0010] According to a second aspect of the present invention, in the first aspect of the present invention, the location of the caller is specified based on the location information, and an operator who has an intuition at that location is in use. This is a notification system for connecting an operator terminal to the reporter, and has an effect of enabling an operator who has an intuition at the location where the reporter exists to respond when the reporter reports to the report center device.

According to a third aspect of the present invention, in the first aspect of the present invention, a reporter is specified by using the identification information, and an operator matching the user characteristic of the reporter is in use. A reporting system that connects an operator terminal to the reporter and has a function of enabling an operator suitable for the user characteristics of the reporter to respond when the reporter reports to the report center device.

According to a fourth aspect of the present invention, there is provided a report center apparatus which specifies a position of a reporter when a report is received from the reporter, and notifies a reportee having jurisdiction over the position. A plurality of operator terminals, first storage means for storing information about the operator, second storage means for storing information about the notifier, and third storage means for storing map information. Receiving information including the identification information and the location information from the person,
To a third storage means, a report center device for connecting an operator terminal in use by an operator most suitable for the reporter with the reporter, and when receiving a report from the reporter,
This has the effect of enabling the most appropriate operator to respond to the caller.

Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings.

FIG. 1 is a system configuration diagram of a report center apparatus to which the present invention is applied. In this system, the control device 1 controls and manages the entire system. The control device 1 is connected to an operator terminal management device 2, a database server 4, and a communication device 8. First to n-th operator terminals 3-1 to 3-n are connected to the operator terminal 2. A map database 5, a subscriber database 6, and an operator database 7 are connected to the database server 4.

Each operator terminal is provided with a display device and a voice communication device.
Through the communication, the control device 1 and the communication device 8, data reception and voice communication can be performed with an external notifier. Further, each operator terminal is configured so that an operator ID of an operator who uses the terminal can be input, and the input operator ID is sent to the database server 4 via the operator terminal management device 2 and the control device 1, It is registered in the operator database 7.

In the map database 5, map data of the whole country is divided into meshes in advance and stored together with the data of the jurisdiction area of the report destination. As shown in FIG. 3, the subscriber database 6 stores, for each subscriber of the reporting system, subscriber characteristics such as a subscriber ID, a language used, and a type of business, and an ID of a reporting device mounted on a vehicle (hereinafter, referred to as a vehicle ID). The reporting device mounted on the vehicle is the onboard device, and its ID
Is referred to as an on-vehicle device ID). Then, as shown in FIG. 2, operator information such as an operator ID, a support area, a support language, a support type, and a business terminal number is registered in the operator database 7 for each operator who works at the reporting center. Here, the business terminal number is registered when the operator inputs the operator ID to a terminal used by himself / herself when going to work or the like.

The database server 4 searches the above-mentioned databases and registers data in accordance with instructions from the control device 1. Then, operations such as passing the search result to the control device 1 are performed.

The communication device 8 performs data and voice communication with the in-vehicle device of the subscriber of the reporting system. Also, voice communication is performed with the report destination.

Next, the operation of the notification system center configured as described above will be described. The following description will be made by taking an emergency notification system as shown in FIG. 5 as an example. The in-vehicle device ID of the subscriber of the emergency notification system is stored in advance in a ROM or the like, and is configured to be transmitted to the emergency center as part of vehicle emergency information when an accident occurs.

First, the procedure from the occurrence of an accident until the in-vehicle equipment of the accident vehicle 11 automatically transmits the vehicle emergency information to the emergency center 12 is the same as in the above-mentioned prior arts (a) and (b). It is.

The next procedure is a procedure in which the operator of the emergency center 12 confirms the accident situation. This procedure will be described with reference to the operation flowchart shown in FIG.

First, in step S1, the vehicle-mounted device ID
And capture location information. That is, the vehicle emergency information transmitted by the accident vehicle 11 is received by the communication device 8 and sent to the control device 1. The control device 1 loads the vehicle position information and the vehicle-mounted device ID included in the vehicle emergency information into an internal memory (not shown).

Next, in step S2, the subscriber database 6 is searched, and the subscriber is specified from the previously acquired in-vehicle device ID. That is, the control device 1 outputs the in-vehicle device ID to the database server 4, searches the subscriber database 6, reads out the subscriber information corresponding to the in-vehicle device ID, and instructs the control device 1 to pass it. The database server 4 reads out the subscriber information and passes it to the control device 1. The control device 1 fetches the subscriber information into an internal memory.

Next, in step S3, the map database 5 is searched, and the location where the accident has occurred is specified from the previously acquired position information. That is, the control device 1 outputs position information to the database server 4, searches the map database 5, reads out mesh data corresponding to the position information, and instructs the control device 1 to pass the data. The database server 4 reads out the mesh data corresponding to the position information and passes it to the control device 1. The control device 1 takes this data into an internal memory.

Next, in step S4, step S
Based on the subscriber information specified in step 2 and the position information specified in step S3, the most suitable operator during the operation is selected. That is, the control device 1 notifies the database server 4 of, for example, the language used by the subscriber and the location of the accident, searches the operator database 7, and selects the most appropriate operator by referring to the support area and the support language. Command. The database server 4 searches the operator database 7, selects an optimal operator, and passes information on the operator to the control device 1.

Finally, in step S5, the selected operator terminal is connected to the communication device. That is, the control device 1 instructs the operator terminal management device 2 to connect the communication device 8 with the operator terminal used by the operator selected in step S4. In addition, control is performed so that the map of the accident site read from the map database 5 in step S3 is displayed on the operator terminal together with the position of the emergency call destination that has jurisdiction over the map.

The operator using the operator terminal selected in this way can understand the language of the occupant of the accident vehicle 10 and has an intuition at the accident site, so that the accident situation can be quickly grasped. can do. Then, the operator who has grasped the accident situation reports the accident situation, the presence or absence of an injured person, and the like to the emergency report destination 13 under his jurisdiction.

In the above description, an operator is selected which conforms to the subscriber who has reported the two conditions of the support area and the support language. However, an operator which conforms to only one of the conditions is selected. It may be configured as follows. In addition, a support type of business may be included in the selection condition.

Furthermore, in the above description, an accident vehicle was taken as an example of the reporter, but the present invention can be applied to a case where a normal vehicle is used as the reporter. For example, when rescuing a problem that is not an accident such as running out of fuel or failure of the vehicle, or reporting a service request report from a vehicle requesting a normal service such as route guidance to a road service organization or other service center, etc. Can obtain the same effect. In addition, in response to a report from a pedestrian using a portable notification device having a built-in position detection device using a GPS or the like, a notification center that controls the position of the pedestrian is reported to a notification center, similarly to the case of a vehicle. It is possible to search for and provide relief and other services.

[0030]

As described above, in the present invention, when a reporter and a reporter are received from the reporter, the position of the reporter is specified, and the reporter who reports the position is notified. In a reporting system including a reporting center device that performs the following, the reporting person transmits information including the identification information and the location information to the reporting center device, and the reporting center device transmits the identification information and the location information from the reporting person. When the information that contains the information is received, the operator who is most suitable for the caller is connected to the operator terminal in use, so the operator who is best suited to the caller responds and quickly grasps the situation of the caller. The effect that it becomes possible to do it is acquired.

[Brief description of the drawings]

FIG. 1 is a system configuration diagram of a report center device to which the present invention is applied;

FIG. 2 is a diagram showing an example of the configuration of an operator database in FIG. 1;

FIG. 3 is a diagram showing an example of the configuration of a subscriber database in FIG. 1;

FIG. 4 is a flowchart showing an operation of the system of FIG. 1 for selecting an operator;

FIG. 5 is a diagram showing a configuration of a conventional vehicle emergency notification system.

[Explanation of symbols]

 Reference Signs List 1 control device 2 operator terminal management device 3-1 to 3-n operator terminal 4 database server 5 map database 6 subscriber database 7 operator database 8 communication device 11 accident vehicle 12 emergency center 13 emergency call destination 14 emergency vehicle

 ──────────────────────────────────────────────────続 き Continued on the front page F-term (reference) BB01 BB05 CC07 HH07 5K101 KK14 LL12 NN21 PP01 PP03 QQ03 QQ08 RR12 TT06

Claims (4)

[Claims] 1. A reporting system comprising: a reporter; and, when receiving a report from the reporter, a report center device for specifying the position of the reporter and notifying a reporter who controls the position. In, the reporter transmits information including the identification information and the position information to the report center device, and the report center device receives the information including the identification information and the position information from the reporter, A report system, wherein an operator terminal used by an operator most suitable for the reporter is connected to the reporter. 2. The system according to claim 1, wherein the location of the caller is specified based on the position information, and an operator terminal having an intuition at that position is connected to the operator terminal in use. Reporting system. 3. A reporter is specified based on the identification information,
2. The notification system according to claim 1, wherein an operator terminal used by an operator suitable for the user characteristic of the notifier is connected to the notifier. 4. A report center device for specifying a position of a reporter when a report is received from the reporter, and notifying a report destination having jurisdiction over the position, wherein a plurality of operator terminals and information about the operator are provided. A first storage means for storing information about the notifier, a second storage means for storing information about the reporter,
A third storage unit for storing the map information, and when the information including the identification information and the position information is received from the reporter, the reporter refers to the first to third storage units to inform the reporter. A report center device wherein an operator terminal used by an optimal operator is connected to the reporter.