JP2002051314A - Remote consultation terminal system - Google Patents
Remote consultation terminal systemInfo
- Publication number
- JP2002051314A JP2002051314A JP2000238867A JP2000238867A JP2002051314A JP 2002051314 A JP2002051314 A JP 2002051314A JP 2000238867 A JP2000238867 A JP 2000238867A JP 2000238867 A JP2000238867 A JP 2000238867A JP 2002051314 A JP2002051314 A JP 2002051314A
- Authority
- JP
- Japan
- Prior art keywords
- terminal
- service
- consultation
- reception
- terminals
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Granted
Links
- 238000012545 processing Methods 0.000 claims abstract description 8
- 238000000034 method Methods 0.000 claims description 6
- 238000004891 communication Methods 0.000 description 14
- 238000010586 diagram Methods 0.000 description 10
- 238000011161 development Methods 0.000 description 2
- 230000000694 effects Effects 0.000 description 2
- 238000012546 transfer Methods 0.000 description 2
- 238000012508 change request Methods 0.000 description 1
- 238000005516 engineering process Methods 0.000 description 1
- 238000012795 verification Methods 0.000 description 1
Landscapes
- Two-Way Televisions, Distribution Of Moving Picture Or The Like (AREA)
- Management, Administration, Business Operations System, And Electronic Commerce (AREA)
Abstract
Description
【０００１】[0001]
【発明の属する技術分野】本発明は、顧客自身が操作す
る顧客端末と、回線経由で接続される応対端末により遠
隔相談等のサービスを提供する端末システムに関する。BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a terminal system for providing services such as remote consultation by a customer terminal operated by a customer and a response terminal connected via a line.
【０００２】[0002]
【従来の技術】近年、電子機器の発達に伴い、エンドユ
ーザーが操作する端末により例えば消費者金融における
無人契約受付システム等、ローン契約や各種相談等を遠
隔で受けるサービスが試行されるとともに実用化されて
いる。今後、通信技術の発達に伴い、さらにこうした遠
隔サービスを提供するシステムが増えていくことが予想
される。これらのローン契約や相談等のサービスにおい
ては、顧客側の端末は無人の店舗に設置されることが多
いが、回線経由で接続される応対端末側にはエンドユー
ザーとの会話や本人確認により審査や相談の質を高める
ため、通常オペレータによる有人応対が行われている。2. Description of the Related Art In recent years, with the development of electronic devices, services for remotely receiving loan contracts and various consultations, such as an unattended contract reception system in consumer finance, have been tried and put into practical use by terminals operated by end users. Have been. In the future, with the development of communication technology, it is expected that systems for providing such remote services will further increase. In these loan contracts and consulting services, customer terminals are often set up in unmanned stores, but reception terminals connected via lines are examined through conversations with end users and identity verification. In order to improve the quality of consultation and consultation, manned reception is usually performed by operators.
【０００３】[0003]
【発明が解決しようとする課題】ところが１台の応対端
末で１台の顧客端末しか応対できない場合、多くのオペ
レータが必要となり、また顧客側の端末には常に来客が
あるわけではないため、オペレータが待機する時間が長
くなってしまい、効率が悪く、人件費がかさむという問
題があった。さらに応対端末の台数も顧客端末の台数分
必要となることから、端末コストもかさむという問題が
あった。このため最近では１台の応対端末で複数台の顧
客端末に応対する方式が一般的となってきている。However, when only one customer terminal can be served by one service terminal, many operators are required, and the customer terminal does not always have a customer. However, there is a problem that the waiting time becomes long, the efficiency is low, and the labor cost increases. Furthermore, since the number of service terminals is also required for the number of customer terminals, there has been a problem that terminal costs are also increased. For this reason, recently, a system in which a single reception terminal responds to a plurality of customer terminals has become common.
【０００４】また相談サービスにおいては、顧客からの
多岐に亘る相談に対して全ての応対端末で同じ相談サー
ビスを提供しようとした場合、オペレータ全員が多岐に
亘って同レベルのスキルを持つ必要があり、優秀な人材
を雇用または教育する必要があるという点においても同
様に人件費がかさむという問題があった。[0004] In the consultation service, if the same consultation service is to be provided at all the service terminals in response to a wide variety of consultations from customers, all operators must have the same level of skills across a wide range. Also, there is a problem that labor costs increase similarly in that it is necessary to hire or educate excellent human resources.
【０００５】本発明の目的は、オペレータ稼動効率の良
い応対を行うことが可能な相談端末システムを提供する
ことにある。[0005] It is an object of the present invention to provide a consultation terminal system capable of performing a response with high operator operation efficiency.
【０００６】[0006]
【課題を解決するための手段】本発明は、複数の顧客端
末と複数の応対端末とがネットワークを介して接続され
るシステムであって、応対端末の１つは顧客端末からの
サービス要求を受け付けて業務処理を行ういずれかの応
対端末を選択する応対端末であり、選択された応対端末
はサービス要求のあった顧客端末と通信して要求された
サービスを実行する遠隔相談端末システムを特徴とす
る。The present invention is a system in which a plurality of customer terminals and a plurality of reception terminals are connected via a network, and one of the reception terminals receives a service request from the customer terminal. A service terminal for selecting one of service terminals for performing business processing, wherein the selected service terminal is characterized by a remote consultation terminal system that communicates with the customer terminal that has requested the service and executes the requested service. .
【０００７】[0007]
【発明の実施の形態】以下本発明の実施形態について図
面を用いて説明する。Embodiments of the present invention will be described below with reference to the drawings.
【０００８】図１は、本実施形態の遠隔相談端末システ
ムの構成を示す図である。図１において１−１、１−
２、・・・は顧客が操作する相談端末、２−１、２−
２、・・・は担当オペレータが操作する応対端末、３−
１、３−２、・・・は相談端末側のルータ等の回線接続
装置、４−１、４−２、・・・、は応対端末側のルータ
等の回線接続装置、５は相談端末１と応対端末２間を接
続する公衆回線、ＩＳＤＮ網などのネットワークであ
る。応対端末２−１、２−２、・・・の間はＬＡＮ等の
ネットワークによって接続されている。FIG. 1 is a diagram showing a configuration of a remote consultation terminal system according to the present embodiment. In FIG. 1, 1-1, 1-
2,... Are consultation terminals operated by customers, 2-1 and 2-
2, ... are reception terminals operated by the operator in charge, 3-
,... Are line connection devices such as routers on the consultation terminal side, 4-1, 4-2,. And a network such as a public line or an ISDN network that connects between the service terminal 2 and the reception terminal 2. The reception terminals 2-1, 2-2,... Are connected by a network such as a LAN.
【０００９】相談端末１−ｎは、例えば表示装置１０
１、タッチパネル１０２、書類撮影カメラ１０３、人物
撮影カメラ１０４、送受話器１０５、プリンタ１０６、
カード発行機１０７から構成される。また応対端末２−
ｍは、例えば表示装置２０１、パソコン等の制御装置２
０２から構成される。以下相談端末１又は応対端末２に
よって各々いずれかの相談端末または応対端末を指す。The consultation terminal 1-n is, for example, a display device 10
1, touch panel 102, document photographing camera 103, person photographing camera 104, handset 105, printer 106,
It comprises a card issuing machine 107. In addition, reception terminal 2-
m is a control device 2 such as a display device 201 or a personal computer.
02. Hereinafter, the consultation terminal 1 or the reception terminal 2 indicates one of the consultation terminals or the reception terminals, respectively.
【００１０】図２は、第１の実施形態において応対端末
２−１の記憶装置に保持される応対端末管理テーブル２
０３のデータ構成を示す図である。「応対端末」はいず
れかの応対端末２の識別子、「通信アドレス」はその応
対端末２の通信アドレスである。「応対可能業務」は、
新規ローン契約、ローン相談及び資産運用相談のうち、
その応対端末２で応対可能な業務を示し、１で応対可能
を示す。「最大応対数」は応対可能業務によって提供す
るサービス多重度を示す。「現在応対数」は現在応対し
ているサービスの多重度を示す。FIG. 2 shows a reception terminal management table 2 stored in the storage device of the reception terminal 2-1 in the first embodiment.
FIG. 3 is a diagram showing a data structure of the data No. 03. “Response terminal” is an identifier of one of the response terminals 2, and “communication address” is a communication address of the response terminal 2. "Available services"
Of new loan contract, loan consultation and asset management consultation,
The service that can be handled by the service terminal 2 is indicated, and 1 indicates that service is available. "Maximum available number" indicates the multiplicity of services provided by available services. “Current number of services” indicates the multiplicity of the service currently being serviced.
【００１１】図３は、第１の実施形態の遠隔相談端末シ
ステムの動作を説明する図である。ここでは例として新
規ローン契約、ローン相談及び資産運用相談を各々希望
する複数の顧客が順次各相談端末１を訪れ、受付用の応
対端末２−１が受付を行い、顧客の希望するサービス種
別に従いその業務を行う応対端末２を選択し、選択され
た応対端末２で業務処理を実行する例について説明す
る。ここでは前提条件として、新規ローン契約サービス
は顧客の入力操作が主で、問い合わせ時以外は顧客との
会話の必要がないためオペレータの負荷が軽く、１人の
オペレータが複数の顧客に応対を行うものとし、ローン
相談と資産運用相談については顧客と会話をしながらサ
ービスを進捗させ、また相談のための専門知識が必要な
ため、各々特定のオペレータしか応対ができないものと
する。FIG. 3 is a diagram for explaining the operation of the remote consultation terminal system according to the first embodiment. Here, as an example, a plurality of customers who respectively desire a new loan contract, a loan consultation and an asset management consultation sequentially visit each consultation terminal 1, the reception terminal 2-1 for reception performs reception, and according to the service type desired by the customer. An example will be described in which the service terminal 2 that performs the task is selected and the task processing is executed on the selected service terminal 2. Here, as a prerequisite, the new loan contract service is mainly performed by the input operation of the customer, and since there is no need to talk with the customer except for inquiries, the load on the operator is light, and one operator responds to a plurality of customers. In the case of loan consultation and asset management consultation, it is assumed that the service is progressed while talking with the customer and that specialized knowledge for consultation is required, so that only specific operators can respond.
【００１２】まず新規ローン契約サービスを希望する顧
客が相談端末１−１を訪れ、メニュー画面の中の「新規
ローン契約」を選択する。相談端末１−１は、タッチパ
ネル入力により来客を検知し、顧客情報と選択されたサ
ービス種別、ここでは「新規ローン契約」を受付用の応
対端末である応対端末２−１に通知する（Ｓ１）。応対
端末２−１は、応対端末管理テーブル２０３を参照して
新規ローン契約の応対可能な端末を検索し、検索の結果
選択した応対端末２−２に対して接続元の相談端末１−
１の通信アドレスと、応対する業務サービス種別「新規
ローン契約」を通知する（Ｓ２）。このとき相談端末１
−１との通信回線の接続を切断する。また応対端末管理
テーブル２０３の応対端末２−２の「現在応対数」が
「最大応対数」に達していないことをチェックした後に
その「現在応対数」に１を加える。選択された応対端末
２−２は、指定された相談端末１−１と通信回線の接続
を行い、新規ローン契約サービスの開始を通知する（Ｓ
３）。以降、相談端末１−１から選択された応対端末２
−２に対して新規ローン契約のために必要な住所、氏
名、生年月日、本人確認書類画像や顧客の人物画像等の
顧客情報が送信され、審査が進められる。First, a customer who wants a new loan contract service visits the consultation terminal 1-1 and selects "new loan contract" on the menu screen. The consultation terminal 1-1 detects a visitor by touch panel input, and notifies the customer information and the selected service type, here "new loan contract", to the reception terminal 2-1 which is a reception terminal for reception (S1). . The answering terminal 2-1 refers to the answering terminal management table 203 to search for an available terminal for the new loan contract, and consults the answering terminal 2-2 selected as a result of the search with the consulting terminal 1- at the connection source.
The first communication address and the corresponding business service type "new loan contract" are notified (S2). At this time, consultation terminal 1
-1 is disconnected from the communication line. Further, after checking that the “current response number” of the response terminal 2-2 in the response terminal management table 203 has not reached the “maximum response number”, 1 is added to the “current response number”. The selected reception terminal 2-2 connects the designated consultation terminal 1-1 to the communication line and notifies the start of the new loan contract service (S
3). Thereafter, the reception terminal 2 selected from the consultation terminal 1-1
-2, customer information such as an address, a name, a date of birth, a personal identification document image and a customer's personal image necessary for a new loan contract is transmitted, and examination is advanced.
【００１３】別の相談端末１−２に新規ローン契約サー
ビスを希望する顧客が訪れた場合も同様な手順により応
対端末２−２が選択され、相談端末１−１に対するサー
ビスと同時に新規ローン契約サービスが進められる（Ｓ
４，Ｓ５及びＳ６）。応対端末２−２は、相談端末１−
１に対するサービスを終了したとき、応対端末２−１に
通知する。応対端末２−１は応対端末管理テーブル２０
３の応対端末２−２の「現在応対数」から１を減ずる。When a customer who wants a new loan contract service visits another consultation terminal 1-2, the reception terminal 2-2 is selected in the same procedure, and the service for the consultation terminal 1-1 and the new loan contract service are simultaneously performed. Is advanced (S
4, S5 and S6). The reception terminal 2-2 is a consultation terminal 1-
When the service for 1 has been completed, it notifies the response terminal 2-1. The reception terminal 2-1 has a reception terminal management table 20.
One is subtracted from the "current number of calls" of the third reception terminal 2-2.
【００１４】次にさらに別の相談端末１−３にローン相
談サービスを希望する顧客が訪れたとする。先と同様に
顧客情報と選択された業務サービス種別「ローン相談」
が受付用の応対端末２−１に通知される（Ｓ７）。応対
端末２−１は、先と同様に応対端末管理テーブル２０３
を参照してローン相談の応対可能な端末２−３を選択
し、選択された応対端末２−３に対して相談端末１−３
の通信アドレスと応対する業務サービス種別「ローン相
談」を通知する（Ｓ８）。選択された応対端末２−３
は、指定された相談端末１−３と通信を開始し、ローン
相談サービスの開始を通知する（Ｓ９）。以降、相談端
末１−３と選択された応対端末２−３との間で会話をし
たり、顧客の相談書類内容を書類撮影カメラで確認しな
がらローン相談が進められる。Next, it is assumed that a customer who wants a loan consultation service visits another consultation terminal 1-3. As before, customer information and selected business service type "Loan consultation"
Is notified to the reception terminal 2-1 for reception (S7). The answering terminal 2-1 has the answering terminal management table 203 as before.
, Select a terminal 2-3 available for loan consultation, and consult the selected consultation terminal 1-3 with respect to the selected terminal 2-3.
The business service type "loan consultation" corresponding to the communication address is notified (S8). Selected service terminal 2-3
Starts communication with the designated consultation terminal 1-3 and notifies the start of the loan consultation service (S9). Thereafter, a conversation is performed between the consultation terminal 1-3 and the selected reception terminal 2-3, and the loan consultation proceeds while checking the contents of the consultation document of the customer with the document photographing camera.
【００１５】さらに別の相談端末１−４に資産運用相談
サービスを希望する顧客が訪れた場合は、同様な手順に
より資産運用相談の応対可能な応対端末２−１が選択さ
れて、資産運用相談サービスが行われる（Ｓ１０，Ｓ１
１及びＳ１２）。応対端末２−１は、いずれかの応対端
末２の「現在応対数」が「最大応対数」に達しているこ
とを検出したとき、アクセスのあった相手先の相談端末
１にビジーを通知する。When a customer who desires the asset management consultation service visits another consultation terminal 1-4, a reception terminal 2-1 capable of handling the asset management consultation is selected in the same procedure, and the asset management consultation is performed. Service is performed (S10, S1
1 and S12). When detecting that the “current number of answers” of any one of the answering terminals 2 has reached the “maximum number of answers”, the answering terminal 2-1 notifies the consultation terminal 1 of the accessed party of the busy state. .
【００１６】上記第１の実施形態の構成及び動作の効果
は、相談端末１が接続要求する相手端末が応対端末２−
１に限定されるので、相談端末１の制御が簡素化される
点である。また応対端末２−１は、受付処理と「資産運
用相談」の両方を並行して実行することができる。The effects of the configuration and operation of the first embodiment are as follows.
1, the control of the consultation terminal 1 is simplified. In addition, the reception terminal 2-1 can execute both the reception process and the “asset management consultation” in parallel.
【００１７】なおここでは相談端末１の要求するサービ
ス種別から応対可能な応対端末２を選択する端末として
応対端末２−１を用いる例を説明したが、別の専用の管
理端末を設置してもよい。また応対端末管理テーブル２
０３を応対端末２−１に保持する代わりに「最大応対
数」と「現在応対数」を除いた部分を各相談端末１に保
持してもよい。この場合には各相談端末１は、応対端末
２−１を経由することなく、このテーブルを参照して顧
客によって選択されたサービスを行う応対端末２と直接
通信し、サービスの提供を受ける。ただし各応対端末２
は、担当する業務について「最大応対数」と「現在応対
数」の管理をしなければならない。このような構成及び
動作の効果は、応対端末２−１にアクセスが集中しない
点と、応対端末２−１が行う受付処理が不要になる点で
ある。Here, an example has been described in which the response terminal 2-1 is used as a terminal for selecting a response terminal 2 that can respond according to the service type requested by the consultation terminal 1. However, another dedicated management terminal may be installed. Good. In addition, reception terminal management table 2
Instead of holding 03 in the answering terminal 2-1, a part excluding the "maximum answering number" and the "current answering number" may be held in each consultation terminal 1. In this case, each consultation terminal 1 refers to this table and directly communicates with the reception terminal 2 that performs the service selected by the customer without passing through the reception terminal 2-1 and receives the service. However, each reception terminal 2
Must manage the “maximum number of respondents” and “current number of respondents” for the task in charge. The effects of such a configuration and operation are that access is not concentrated on the reception terminal 2-1 and that the reception process performed by the reception terminal 2-1 is not required.
【００１８】図４は、第２の実施形態において応対端末
２−１の記憶装置に保持される応対端末管理テーブル２
０４のデータ構成を示す図である。「応対端末」、「通
信アドレス」及び「応対可能業務」は、応対端末管理テ
ーブル２０３と同様である。ただし応対端末２は２種類
までの業務について応対可能であるが、一時にはそのう
ちの１つの業務種別の処理に限られる。「最大応対数」
は、新規ローン契約：ローン相談：資産運用相談の順に
オア条件の下にその業務の最大のサービス多重度を示
す。「現在応対数」はこれら業務の順に現在応対してい
るサービスの多重度を示す。FIG. 4 shows a response terminal management table 2 stored in the storage device of the reception terminal 2-1 in the second embodiment.
FIG. 4 is a diagram showing a data structure of the data No. 04. The “service terminal”, “communication address”, and “service available” are the same as in the service terminal management table 203. However, the reception terminal 2 can handle up to two types of work, but is limited to processing of one of the work types at a time. "Maximum number of calls"
Indicates the maximum service multiplicity of the business under the OR condition in the order of new loan contract: loan consultation: asset management consultation. “Current number of available services” indicates the multiplicity of services currently available in the order of these services.
【００１９】次に図５は、第２の実施形態の遠隔相談端
末システムの動作を説明する図である。ここでは例とし
て、新規ローン契約に応対中の応対端末が途中で要求さ
れたローン相談の応対を行うために別の応対端末に応対
を移行する例について説明する。ここでは前提として、
新規ローン契約は応対端末２−１、２−２及び２−３で
応対可能、ローン相談は応対端末２−２のみが応対可能
とする。Next, FIG. 5 is a diagram for explaining the operation of the remote consultation terminal system according to the second embodiment. Here, as an example, an example will be described in which a service terminal that is receiving a new loan contract transfers a service to another service terminal in order to handle a loan consultation requested in the middle. Here, as a premise,
A new loan contract is available at the reception terminals 2-1, 2-2 and 2-3, and a loan consultation is available only at the reception terminal 2-2.
【００２０】まず相談端末１−１に新規ローン契約サー
ビスを希望する顧客が訪れる。相談端末１−１から顧客
情報と選択されたサービス種別「新規ローン契約」が受
付用の応対端末２−１に通知される（Ｓ２１）。応対端
末２−１は、応対端末管理テーブル２０４から応対可能
な端末を検索し、自端末の応対端末２−１での応対を選
択する（Ｓ２２）。次に相談端末１−１に対して新規ロ
ーン契約サービスを開始する（Ｓ２３）。First, a customer who wants a new loan contract service visits the consultation terminal 1-1. The customer information and the selected service type “new loan contract” are notified from the consultation terminal 1-1 to the reception terminal 2-1 for reception (S21). The answering terminal 2-1 searches the answering terminal management table 204 for an available terminal, and selects an answering of the own terminal at the answering terminal 2-1 (S22). Next, a new loan contract service is started for the consultation terminal 1-1 (S23).
【００２１】次に別の相談端末１−２に同じく新規ロー
ン契約サービスを希望する顧客が訪れる。相談端末１−
２からは顧客情報と選択されたサービス種別「新規ロー
ン契約」が応対端末２−１に通知され（Ｓ２４）、応対
端末２−１は応対可能で空いている応対端末２−２を選
択し（Ｓ２５）、同様にして応対端末２−２は相談端末
１−２に対し新規ローン契約サービスを開始する（Ｓ２
６）。Next, a customer who desires a new loan contract service similarly visits another consultation terminal 1-2. Consultation terminal 1-
2, the customer information and the selected service type "new loan contract" are notified to the answering terminal 2-1 (S24), and the answering terminal 2-1 selects an available answering terminal 2-2 (S24). S25) Similarly, the reception terminal 2-2 starts a new loan contract service for the consultation terminal 1-2 (S2).
6).
【００２２】続いて別の相談端末１−３にローン相談を
希望する顧客が訪れる。相談端末１−３からは顧客情報
と選択されたサービス種別「ローン相談」が応対端末２
−１に通知される（Ｓ２７）。応対端末管理テーブル２
０４によりローン相談が可能な端末は応対端末２−２で
あるため、応対端末２−２に対して相談端末１−３の通
信アドレスと応対するサービス種別「ローン相談」を通
知する（Ｓ２８）。ここで応対端末２−２は、相談端末
１−３と通信回線の接続をして「ローン相談」サービス
を開始するとともに（Ｓ２９）、応対端末２−１に対し
て相談端末１−２との間の新規ローン契約サービスを別
の応対端末２に移すことを要求するビジー通知を返信す
る（Ｓ３０）。Subsequently, a customer who wants to consult a loan visits another consultation terminal 1-3. From the consultation terminal 1-3, the customer information and the selected service type “loan consultation” are received from the consultation terminal 2-3.
-1 is notified (S27). Response terminal management table 2
Since the terminal capable of performing the loan consultation by the service terminal 04 is the service terminal 2-2, the service terminal notifies the service terminal 2-2 of the service type "loan consultation" corresponding to the communication address of the consultation terminal 1-3 (S28). Here, the reception terminal 2-2 connects the communication line with the consultation terminal 1-3 to start the "loan consultation" service (S29), and at the same time, sends the response terminal 2-1 to the consultation terminal 1-2. It returns a busy notification requesting that the new loan contract service be transferred to another service terminal 2 (S30).
【００２３】応対端末２−１は、応対端末２−２の他に
新規ローン契約サービスが可能な応対端末２を応対端末
管理テーブル２０４で検索する。検索の結果、応対端末
２−３が応対可能であるため応対端末２−２に対して応
対中のサービスの移行先端末として応対端末２−３の通
信アドレスを通知する（Ｓ３１）。応対端末２−２は、
応対端末２−３に対し相談端末１−２の通信アドレスと
これまでの応対で受信済みの顧客情報を送信する（Ｓ３
２）。応対端末２−３は、相談端末１−２と新たに通信
回線の接続を行い、新規ローン契約サービスを途中から
引き継いで行う（Ｓ３３）。The service terminal 2-1 searches the service terminal management table 204 for the service terminal 2 capable of the new loan contract service in addition to the service terminal 2-2. As a result of the search, since the service terminal 2-3 is available for service, the service terminal 2-2 is notified of the communication address of the service terminal 2-3 as the transfer destination terminal of the service being serviced (S31). The reception terminal 2-2 is
The communication address of the consultation terminal 1-2 and the customer information that has been received by the previous reception are transmitted to the reception terminal 2-3 (S3).
2). The response terminal 2-3 newly connects the communication line with the consultation terminal 1-2, and takes over the new loan contract service from the middle (S33).
【００２４】なおここでは新規来客時に行う応対端末２
の割り当てを契機として応対端末２を切り替える例を説
明したが、例えば応対端末２−３が顧客との応対中に別
の応対端末２−２でなければ応対できないサービス種別
を要求された場合に、応対端末２−３のオペレータの操
作により受付用の応対端末２−１に対して応対変更要求
通知として先のビジー通知を送信してもよい。In this case, the reception terminal 2 for a new visitor
Although the example in which the response terminal 2 is switched in response to the allocation of the customer has been described, for example, when the response terminal 2-3 requests a service type that cannot be responded to unless another response terminal 2-2 is responding while responding to the customer, The previous busy notification may be transmitted as a response change request notification to the reception response terminal 2-1 by an operation of the operator of the reception terminal 2-3.
【００２５】また業務処理中の応対端末２が応対端末２
−１へビジー通知を送信する代わりに、応対端末２−１
が応対端末管理テーブル２０４を参照して最大応対数を
越えるサービス要求を受けたとき、その相談端末１へビ
ジー通知を送信してもよい。また新規ローン契約のサー
ビス要求を受けたとき、応対端末２−３を優先して割り
当てるようにし、応対端末２−３が最大応対数を越える
場合に応対端末２−１又は応対端末２−２を割り当てる
ようにしてもよい。Also, the service terminal 2 during the business process is the service terminal 2
-1 instead of sending a busy notification to
May receive a service request exceeding the maximum number of answers with reference to the answering terminal management table 204, and may transmit a busy notification to the consulting terminal 1. When a service request for a new loan contract is received, the service terminal 2-3 is assigned preferentially, and when the service terminal 2-3 exceeds the maximum service number, the service terminal 2-1 or the service terminal 2-2 is assigned. You may make it assign.
【００２６】第２の実施形態によれば、新規ローン契約
を専用に扱う応対端末２−３の他に応対端末２−１及び
応対端末２−２も新規ローン契約業務を扱うことができ
るので、新規ローン契約要求が集中する場合にそのサー
ビス性が向上するとともに応対端末２−１及び応対端末
２−２のオペレータの稼動率も向上する。According to the second embodiment, in addition to the service terminal 2-3 dedicated to the new loan contract, the service terminal 2-1 and the service terminal 2-2 can also handle the new loan contract business. When new loan contract requests are concentrated, the serviceability is improved and the operation rate of the operators of the reception terminals 2-1 and 2-2 is also improved.
【００２７】[0027]
【発明の効果】以上述べたように本発明によれば、応対
端末のうちの１つは顧客端末からのサービス要求を受け
付けるとともに業務処理も行うので、オペレータ稼動効
率の良い応対を行うことが可能な遠隔相談端末システム
を提供することができる。As described above, according to the present invention, one of the answering terminals accepts a service request from a customer terminal and also performs business processing, so that it is possible to perform an answering with a high efficiency of operator operation. A remote consultation terminal system can be provided.
【図１】実施形態の遠隔相談端末システムのシステム構
成図である。FIG. 1 is a system configuration diagram of a remote consultation terminal system according to an embodiment.
【図２】第１の実施形態の応対端末管理テーブル２０３
のデータ構成を示す図である。FIG. 2 is a response terminal management table 203 according to the first embodiment.
FIG. 3 is a diagram showing a data configuration of FIG.
【図３】第１の実施形態の遠隔相談端末システムの動作
を説明する図である。FIG. 3 is a diagram illustrating the operation of the remote consultation terminal system according to the first embodiment.
【図４】第２の実施形態の応対端末管理テーブル２０４
のデータ構成を示す図である。FIG. 4 is a response terminal management table 204 according to the second embodiment.
FIG. 3 is a diagram showing a data configuration of FIG.
【図５】第２の実施形態の遠隔相談端末システムの動作
を説明する図である。FIG. 5 is a diagram illustrating an operation of the remote consultation terminal system according to the second embodiment.
１−１、１−２、・・・：相談端末、２−１、２−２、
・・・：応対端末1-1, 1-2, ...: consultation terminals, 2-1 and 2-2,
...: Service terminal
フロントページの続き (72)発明者 中澤 辰行 愛知県尾張旭市晴丘町池上１番地 株式会 社日立製作所情報機器事業部内 Ｆターム(参考） 5B049 CC00 GG00 GG04 5C064 AC04 AC12 AC16 AC20 AD07 AD09 Continued on the front page (72) Inventor Tatsuyuki Nakazawa 1 Ikegami, Haruoka-cho, Owariasahi-shi, Aichi F-term in the Information Equipment Division, Hitachi, Ltd. 5B049 CC00 GG00 GG04 5C064 AC04 AC12 AC16 AC20 AD07 AD09
Claims (3)
トワークを介して接続されるシステムであって、前記応
対端末の１つは前記顧客端末からのサービス要求を受け
付けて業務処理を行ういずれかの応対端末を選択する応
対端末であり、選択された応対端末はサービス要求のあ
った前記顧客端末と通信して要求されたサービスを実行
することを特徴とする遠隔相談端末システム。1. A system in which a plurality of customer terminals and a plurality of reception terminals are connected via a network, wherein one of the reception terminals receives a service request from the customer terminal and performs business processing. A remote consultation terminal system for selecting one of the response terminals, wherein the selected response terminal communicates with the customer terminal that has requested the service and executes the requested service.
ス多重度で実行する応対端末と、相談業務を実行する応
対端末とに区分されていることを特徴とする請求項１記
載の遠隔相談端末システム。2. The remote consultation system according to claim 1, wherein said reception terminal is divided into a reception terminal for executing a contract service at a plurality of service multiplicity and a reception terminal for executing a consultation service. Terminal system.
ステムであって、外部からのサービス要求を受け付ける
応対端末であり前記サービス要求に応答して業務処理を
行ういずれかの応対端末を選択する応対端末と、選択さ
れた応対端末であり外部と通信して前記業務処理を実行
する応対端末とから構成されることを特徴とする応対端
末システム。3. A service terminal system comprising a plurality of service terminals, the service terminal receiving an external service request, and selecting any service terminal that performs a business process in response to the service request. A service terminal system comprising: a service terminal; and a service terminal that is a selected service terminal and communicates with the outside to execute the job processing.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| JP2000238867A JP3735018B2 (en) | 2000-08-02 | 2000-08-02 | Remote consultation terminal system |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| JP2000238867A JP3735018B2 (en) | 2000-08-02 | 2000-08-02 | Remote consultation terminal system |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| JP2002051314A true JP2002051314A (en) | 2002-02-15 |
| JP3735018B2 JP3735018B2 (en) | 2006-01-11 |
Family
ID=18730501
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| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| JP2000238867A Expired - Fee Related JP3735018B2 (en) | 2000-08-02 | 2000-08-02 | Remote consultation terminal system |
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| Country | Link |
|---|---|
| JP (1) | JP3735018B2 (en) |
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| JP2007018391A (en) * | 2005-07-11 | 2007-01-25 | Mitsubishi Electric Corp | Remote procedure support system and remote procedure support method |
| JP2007334615A (en) * | 2006-06-14 | 2007-12-27 | Glory Ltd | Automatic contract reception machine, automatic contract reception system and program |
| WO2013121714A1 (en) * | 2012-02-15 | 2013-08-22 | 日本電気株式会社 | Remote consultation system |
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Also Published As
| Publication number | Publication date |
|---|---|
| JP3735018B2 (en) | 2006-01-11 |
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