JP2002135423A - Service system responding to customer phone call about fire fighting facility - Google Patents

Service system responding to customer phone call about fire fighting facility

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Publication number
JP2002135423A
JP2002135423A JP2000324185A JP2000324185A JP2002135423A JP 2002135423 A JP2002135423 A JP 2002135423A JP 2000324185 A JP2000324185 A JP 2000324185A JP 2000324185 A JP2000324185 A JP 2000324185A JP 2002135423 A JP2002135423 A JP 2002135423A
Authority
JP
Japan
Prior art keywords
property
data
customer
fire
telephone
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.)
Pending
Application number
JP2000324185A
Other languages
Japanese (ja)
Inventor
Masatoshi Hori
Atsushi Inoue
篤 井上
正敏 堀
Original Assignee
Hochiki Corp
ホーチキ株式会社
Priority date (The priority date 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 date listed.)
Filing date
Publication date
Application filed by Hochiki Corp, ホーチキ株式会社 filed Critical Hochiki Corp
Priority to JP2000324185A priority Critical patent/JP2002135423A/en
Publication of JP2002135423A publication Critical patent/JP2002135423A/en
Pending legal-status Critical Current

Links

Abstract

(57) [Abstract] (Modified) [Problem] To provide a service system for customer telephone of fire-fighting equipment that can promptly, appropriately and easily respond to a building manager or the like. SOLUTION: A computer system 30 is disposed in a service center 20, and the computer system 30 includes, as property data, property basic data including at least a property name, a telephone number and an address, and facility data including facility type information of installed facilities. Storage means 32 for storing maintenance data including inspection results and history, and storage means 3 based on a telephone number detected when a telephone call from a customer is received.
2 and an automatic search and display means for displaying the data of the property corresponding to the telephone number when a matching telephone number is found, and input based on information from the contents of the telephone call from the customer. A manual search and display unit for searching the storage unit 32 based on the information on the predetermined item and displaying data of the corresponding property.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a customer (owner, manager, etc.) who has a maintenance contract for fire-fighting equipment such as automatic fire alarm equipment, indoor fire hydrant equipment, gas leak fire alarm equipment, etc. (hereinafter firefighting equipment). , Including residents: hereinafter referred to as customers, etc.).

[0002]

2. Description of the Related Art Conventionally, owners of buildings such as buildings in which fire-fighting equipment such as automatic fire alarm equipment, indoor fire hydrant equipment, and gas leak fire alarm equipment are installed, and building management companies entrusted with building management by the owner. For example, after installing the equipment, a maintenance contract is concluded with a company (manufacturer, maintenance company, construction company, etc.) that can maintain and manage the firefighting equipment, and when equipment breaks down, emergency, legal inspection etc. To respond to.

[0003] On the other hand, companies (manufacturers, maintenance companies, construction companies, etc.) that maintain and manage firefighting equipment have established a service system so that they can respond to telephone inquiries from customers who have signed a maintenance contract. ing. As a service system, when a service center receives a call from a contracted customer, for example, a building manager, a person in charge of the service center checks the content and instructs the manager on appropriate actions. is there.

[0004] Specifically, in a service center, instruction manuals for equipment, circuit diagrams, catalogs, notices of construction start of fire-fighting equipment, notices of installation, and attached documents of construction notices (summary table of fire prevention objects and equipment, plane Materials such as drawings, cross-sections, specifications, equipment drawings, and the results of periodic inspections, and in some cases, the equipment itself, are prepared so that any inquiries can be answered appropriately. Further, depending on the contents of the inquiry, a person who goes directly to a building or a branch, a branch office, a sales office, a construction company, or the like near a property such as a building or a facility may be dispatched to take action.

[0005]

However, in recent years,
As the number of contracted customers has increased, it has become increasingly time-consuming to find information about properties and information about customers from the contents of inquiries.

[0006] Unlike fire-fighting equipment, fire-fighting equipment has been in operation for several decades since it was installed in a building, and must be handled during that period. In the meantime, new models will be developed and sold, so there will be many models that need to be supported. As described above, since there are many models that need to be dealt with and the response period is long, the following problems have occurred in companies that have a maintenance contract.

[0007] The service center requires a large storage space, and it takes a long time to search for necessary materials. As a result, it takes a long time to answer an inquiry. In addition, since it is impossible to store all the equipment in a service center, only the main product was prepared.

There is no problem if a large number of persons with specialized knowledge can be prepared for all the models. However, since it is practically impossible, there is an inquiry that the person in charge cannot answer. In such a case, it took a long time to answer, because the person who had specialized knowledge had to be further contacted.

Although a manufacturer or a large-scale maintenance company can still cope with the problem, a small construction company or the like has further aggravated the above problem.

[0010] On the other hand, the manager of a building such as a building is provided with training on fire-fighting equipment at first, but since the training content tends to be the minimum required content, a maintenance contract is required when a problem occurs. When it comes to asking a company, the degree of awareness of the device is low, and it is not often clear what to ask and how to ask.

[0011] In addition, since there are many cases where seniors or persons with disabilities are employed as managers, a service system that is easier to understand has been desired.

An object of the present invention is to provide a customer service service system for fire-fighting equipment, which can promptly, appropriately and easily respond to a building manager or the like.

[0013]

According to the present invention, in order to solve the above-mentioned problems, a computer system is arranged at a service center in a customer telephone service system for fire-fighting equipment, and the property basic data and the equipment data are stored in the computer system. Storage means for storing maintenance management data, automatic search display means for automatically searching the storage means from a customer's telephone number obtained at the time of an incoming call, and manual operation for searching the storage means based on manually input data. A search display means is provided. That is, the above-mentioned problem is solved by the following invention.

According to a first aspect of the present invention, there is provided a customer service service system for firefighting equipment which responds to a telephone inquiry from a customer about firefighting equipment installed in a property at a service center. Has a computer system, which includes, as property data, property basic data including at least property name, telephone number and address, facility data including facility type information of installed facilities, and inspection results and history. A storage unit for storing maintenance data, and a storage device that searches the storage unit based on a telephone number detected when a call is received from a customer, and when a matching telephone number is found, a property corresponding to the corresponding telephone number. Automatic search and display means to display data on the display, and the contents of telephone calls from customers In the case where there is an item that completely matches or partially matches the input information by searching the storage unit based on the information on the predetermined item input based on the information of Manual search display means for displaying on a display.

According to the first aspect of the present invention, if the telephone number of the inquiry telephone is stored in the storage means as the basic data of the property, the automatic search and display means automatically uses the telephone number from the telephone number. Information about a property or information about a customer can be quickly searched for and displayed on a display, and quick and reliable measures can be taken. on the other hand,
Even when the telephone number of the inquiry telephone is not the one stored in the storage means, the corresponding property can be quickly identified by the manual search display means, and the information on this property can be quickly found and displayed on the display. And quick and reliable treatment can be performed.

According to a second aspect of the present invention, at least image data or drawing data of at least a panel portion of a monitoring panel installed at a site is stored as the equipment data, and a designated image or drawing is displayed. Features.

According to the second aspect of the present invention, an image or a drawing of the same monitor panel as the equipment installed at the site, particularly an image or a drawing of the panel unit (display unit, operation unit) can be displayed. For example, an appropriate manager can be instructed to take appropriate measures. In particular, when an urgent action is required, such as when an alarm is sounding or the indicator light is blinking, the display on the panel of the monitoring panel of the equipment to be inquired at the service center side, This is effective because the arrangement and the like of the operation unit and the like can be accurately grasped and precise instructions can be given.

[0018] The invention according to claim 3 is to select the relevant fire equipment from all the fire equipment installed in the property from the contents of the inquiry from the customer, and further select the details. It is characterized in that a coping method display means for performing a narrowing-down operation for specifying the content of the abnormality corresponding to the selected firefighting equipment and displaying a coping method is provided.

According to the third aspect of the present invention, it is possible to specify an appropriate coping method by narrowing down an operation and instruct the coping method in response to the inquiry, so that it does not depend on the skill level of the person in charge of the service center. High quality and uniform response can be performed.

According to a fourth aspect of the present invention, there is provided a speech-to-text conversion means for converting the correspondence of the telephone into text data, and converting the correspondence of the telephone into text and storing the text as the history of the maintenance data stored in the storage means. Features.

According to the fourth aspect of the present invention, the correspondence between the customer and the telephone at the service center is automatically converted into text and stored as the maintenance data. And saves the trouble of inputting it into maintenance data.

According to a fifth aspect of the present invention, the computer system is provided with map data and a map display means for outputting a map around the designated property from the data relating to the inputted basic property data. Features.

According to the fifth aspect of the invention, since a map around the designated property can be displayed, the exact position of the target property can be grasped, the department in charge of handling can be accurately recognized, and the person in charge of the property can be assigned. When dispatching a person, the location of the property can be easily and accurately communicated, and the person in charge can quickly arrive at the property.

According to a sixth aspect of the present invention, when the automatic search display means determines that there is no matching telephone number, it executes a search for a nearby telephone number close to the input telephone number. Features.

[0025] According to the invention described in claim 6, the customer:
Even if you make an inquiry using a phone in the vicinity instead of the phone number registered in the storage means as property data, search for a phone number close to the registered phone number, Since the property data corresponding to the found telephone number is displayed on the display, information on the property and the customer can be quickly obtained.

[0026]

Embodiments of the present invention will be described below with reference to the drawings. 1 to 17 show an example of an embodiment of a service system for customer telephone of fire-fighting equipment according to the present invention.

In this example, the customer service service system for firefighting equipment is stationed at a service center 20 of a company (manufacturer, maintenance specialist, construction contractor, etc.) that maintains and manages firefighting equipment as in the conventional example. Person in charge of property 1 of customer who has signed a maintenance contract with this company
It responds to inquiries by telephone from a person in charge or a resident located at 0.

In this example, as shown in FIG. 1, a fire extinguishing facility 11, an indoor fire hydrant facility, a gas leak fire alarm facility, and the like are arranged as fire-fighting facilities 11 in a property 10.
In addition, a telephone 12 is connected to the property 10 to a public telephone network 15. In this example, the property 10 is a property for which a maintenance contract has been made, and the service center 2
0 performs a service corresponding to an inquiry call from a customer of the property 10 for which a plurality of maintenance contracts have been made.

On the other hand, as shown in FIGS. 1 and 2, the service center 20 has a computer system 30, a telephone 21 connected to the public telephone network 15, and a caller when the telephone 21 receives a call. A number display device 22 for detecting the telephone number of the user.

Here, the telephone 12, the telephone 21, and the number display device 22 may be those generally used at present.

As the computer system 30, a normal personal computer can be used, and a control unit 31, a contract property database as storage means 32, a keyboard 33, a display 34, a printer 3
5, and a mouse 36 as a pointing device.

The contract property database 32 stores a property basic data file 32 including property names, telephone numbers and addresses.
1. Map / drawing data file 322 storing maps / drawings (guide map to property, layout drawing of fire equipment), equipment data file 32 containing equipment type information of installed equipment
3, a maintenance data file 324 including inspection results and history, an instruction manual data file 325 storing instruction manual data of each firefighting equipment 11 arranged in each property 10, and each firefighting equipment 11 The circuit diagram data file 326 which stores the circuit diagram data of FIG. These files 321 to 326 are related based on the data of the property basic data file 321.

The control section 31 of the computer system 30 includes an automatic search display means 42 and a manual search display means 43 as the contract property search display means 41.

The automatic search and display means 42 receives the telephone number from the customer output from the number display device 22 and, based on the input telephone number, various files stored in the contract property database which is the storage means 32. 3
A function is provided for searching for and displaying property data corresponding to the telephone number recognized from 21 to 326. The automatic search and display device 42 searches the storage unit 32 with the telephone number detected by the number display device 22 and searches for a number close to the detected telephone number (for example, the adjacent Number) to search and display the property data corresponding to the retrieved telephone number.

The manual search and display means 43 searches the contract property database 32 based on information on predetermined items designated by the keyboard 33 and the mouse 36 input based on information from the contents of the telephone call from the customer. If there is an item that completely or partially matches the input information, the corresponding property data is displayed.

The control unit 31 includes a display 34,
A display means 44 having a basic display function for displaying and printing a predetermined image on the printer 35; a coping method display means 4 for performing a narrowing-down operation to be described later and displaying a coping instruction
5. Speech-to-text conversion means 46 for linking with a known speech recognition processing system to convert a telephone conversation into text data and store the text data in the maintenance data. This display may be performed by sound in addition to the image.

These means 41 to 46 can be realized by executing a program stored in advance by a CPU. When the function of the number display device 22 is provided in the computer system 30, the telephone number is directly detected by the control unit 31, so that the number display device 22 may not be provided.

Next, the contents stored in the storage means 32 will be described in detail. In the contract property database 32,
As described above, the property basic data file 321, the map / drawing data file 322, the facility data file 323,
A maintenance management data file 324, an operation manual data file 325, and a circuit diagram data file 326 are stored.

In the property basic data file 321, FIG.
As shown in 4, contract number, contract date, contract period, contract type, property name, property name (kana), property zip code, property address, property telephone number, property fax number contractor, contractor address, contractor Stores data including postal code and contracted telephone number.

In the map / drawing data file 322, a guide map (map) of a property can be linked to known map data and displayed.

In the map / drawing data file 322, in addition to the guide map to the property, the layout of the fire-fighting equipment in each property, for example, the layout of the site as shown in FIGS. , Disaster prevention monitoring panels, fire transmitters P, and fire detectors S are respectively stored in plan views.

In this example, the equipment data file 32
As shown in FIG. 16, information about the type of fire-fighting equipment in each property (FIG. 16 (1)), the order receiving route (2), and the builder (3) are stored in 3. And

Further, in this example, the facility data file 32
In FIG. 3, as shown in FIG. 16 (4), photographs (main monitor panel front, monitor panel panel, front of pump control panel, etc.) of main equipment of each facility to be maintained are stored as image data. The photographs can be taken with a digital camera or the like at the time of installation or periodic inspection, or those prepared in advance can be used. Instead of the image data, drawing data such as a figure may be used.

Further, in the present embodiment, the maintenance data file 324 includes, as a result of the periodic inspection, an inspection schedule of each facility (FIG. 17 (1)), an inspector (the same (2)), a report from the customer, It is possible to store a history list (FIG. 18 (1)) relating to actions and the like for various inquiries and the like, and information relating to coping arrangement destinations ((2)).

In this example, the service center 20 and the property 1 are linked with a known speech recognition processing system.
Speech-to-text conversion means 46 for converting the contents of the telephone response between 0 and 0 into text is provided. The converted text data is stored as maintenance data in the maintenance data file 324 in chronological order, and can be displayed on the display 34 or printed by the printer 35 according to an instruction from the operator.

Next, the processing of the customer telephone service system for fire-fighting equipment according to this embodiment will be described with reference to the flowchart of FIG. As shown in the flowchart of FIG. 3, when a service center 20 receives a call from a property (customer) (S1), the person in charge of the service center calls the telephone 21.
(S2). If the number display device 22 recognizes the telephone number of the other party at the time of reception (S3),
The control unit 3 of the computer system 30 stores the destination telephone number.
1 (S3).

When receiving the destination telephone number from the number display device 22, the control unit 31 activates the automatic search and display means 42. In this case, as shown in FIG. The destination telephone number 51 is displayed together with the date and time of the incoming call, and a display 52 indicating that the property information corresponding to this telephone number is being searched is displayed.

The automatic search and display means 42 of the control section 31 searches the telephone number stored in the property basic data file 321 using the telephone number received from the number display device 22 as a search keyword (S4).

At this time, there is a case where the customer 10 makes a report using a telephone having a peripheral number close to the representative number instead of the telephone having the representative number registered in the property basic data file 321 of the service center. Also in such a case, a number close to the telephone number detected by the number display device 22 (for example, an adjacent number) is searched (S11).

If the number display device 22 cannot recognize the caller's telephone number, the control section 31 activates the manual search display means 43, and the person in charge performs a manual search (S5).

This manual search is performed in a corresponding search display area as shown in FIG. Manual search is
For example, a target is specified by inputting a search keyword in an area 56 in which a search keyword can be input. As shown in FIG. 5 (2), the keyword can be specified by clicking a pull-down button 56a provided at the end of this area 56. As shown in FIG. By pre-registering specified items such as name, address, telephone number, and fax number, and specifying these items, the target can be specified. Actually, the person in charge asks the telephone partner for information that is likely to be a search keyword, and operates the pull-down button 56a to specify the corresponding specified item from the displayed pull-down display item 58, and in that state, The input information is input to the input area 57. The manual search display unit 43 searches for a specific designated item stored in the property basic data file 321 using the information input to the input area 57 as a search keyword. The person in charge selects and performs a search including a search (partial match) or a head match search using the check box 56b.

The information on the property searched through such a procedure is displayed as property data on the display 34 as shown in FIG. 6 (S7).

As shown in FIG. 6, on the display screen 60, an outgoing telephone number display area 61 (displaying a finally confirmed number), a display area 62 for displaying basic property data of property data, a guide map Button 64a, layout drawing button 64
b, a map drawing designation area 64, an equipment type button 65a, an installer button 65b, an order route button 65c,
Equipment display designation area 6 where main photo button 65d is arranged
5, inspection result button 66a, history list button 66
b, a maintenance / management display designation area 66 displaying an arrangement destination button 66c and an exchange / expiration button 66d is displayed.

In the property data, an area 67 for displaying all facilities installed in the property is displayed. Based on the display contents of this area 67, the person in charge of the service center 20 performs a narrowing-down operation on the contents of the abnormality as necessary from the contents of the inquiry (S8, S9).

If it is possible to respond to the inquiry about the abnormality without performing the narrowing-down operation, appropriate action is taken for the inquiry without performing the narrowing-down operation processing (S10), and when the contents of the inquiry are complicated or urgent. First, narrow-down operation processing is performed (S9).

The person in charge of the service center 20 clicks on the corresponding item on the display 34 with the mouse 36 while viewing the basic screen of FIG. By reading out necessary information on the property from the storage means 32 and displaying the same, it is possible to specify an answer to the content of the inquiry.

Therefore, the person in charge can accurately answer the situation of the inquirer only by specifying the question item of the inquirer.

That is, if the property 10 can be specified, the property 10
You can get all the information about the equipment located in. For example, by clicking the guide map button 64a in the map drawing designation area 64, the map data corresponding to the property 10 is read from the map / drawing data file 322 and is displayed on the display 34 as shown in FIG.
An image 70 including a map is displayed, and an arrangement 73 on the road map 72 of the property designated by the cursor 71 can be displayed.

Further, by clicking the detailed full size button in the image scale designation area 74 in the image 70, the road map 72 can be maximally displayed (FIG. 8).

Similarly, by clicking on each image, for example, the layout drawing button 64b as shown in FIG. 9, the drawing data corresponding to the property 10 is read from the map / drawing data file 322, and is displayed on the display 34. Layout diagram 9 showing the positions of fire transmitter P and fire detector S above
2 (arrangement diagram of the property designated by the cursor 91) can be displayed. Such an image can also be shown in an enlarged manner as shown in FIG. 8, as a matter of course, in other display examples shown below. In this layout drawing, the display is changed to the maximum display by clicking a layout drawing full size display button arranged below the area.

By clicking the equipment type button 65a, the installer button 65b, or the order receiving path 65c in the equipment display designation area 65, the equipment data file 323 is stored as shown in FIG. 16 (1) (2) ( Information as shown in 3) is read out and displayed on the display 34. Further, by clicking the main photo button 65d, photo data as shown in FIG. 16 (4) corresponding to this property 10 is read out from the equipment data file 323, and each photo data as shown in FIG. For example, an image 102 of the panel portion of the monitoring panel of the equipment can be displayed. Click the full size display button at the bottom of the area to change to the maximum display.

The image 102 may be a digital photographic image of each monitor panel or another image, for example, drawing data of the monitor panel. Of course, virtual operations may be simulated based on these image operations. It is desirable that the image or the drawing of the monitoring panel is a front view of the device, particularly an image or drawing of the panel portion. Since the panel portion of the monitoring panel installed in the property is displayed as it is, an accurate instruction can be given.

Further, by clicking the check result button 66a, the history list button 66b, the arrangement destination button 66c, or the exchange / expiration button 66d in the maintenance display area 66, the data stored in the maintenance data file 324 is displayed. Information such as those shown in FIG. 7 (1) (2) and FIGS. 18 (1) (2) is read and displayed on the display 34. FIG. 11 shows a circuit diagram 111 displayed when a circuit diagram button (not shown) is selected. By clicking the circuit diagram button, the circuit diagram data is read from the circuit diagram data file 326, and the display 3
4 is displayed as shown in FIG. When an instruction manual button (not shown) is selected, the corresponding data is read from the instruction manual data file 32 and displayed on the display 34.

Next, the processing of the narrowing-down operation shown in FIG. 3S9 will be described. This process is usually performed when the contents of an inquiry are complicated or urgent action is required.
In this narrowing-down process, based on the contents of the telephone call from the property 10, as shown in FIG. 12, a target facility is selected from an area 125 indicating the facilities arranged in the property, and the target facility (in this example, XX) is selected. Click on the displayed part of “Type fire report” to narrow down the symptoms by narrowing down 1 area 126, narrowing down 2 area 127, narrowing down 3
This is performed by sequentially clicking and selecting from the area 128.

By performing these narrowing-down operations, the OK button 12
By clicking 9, as shown in FIG. 13, the answers obtained by the selection in the narrow-down 1 area 126, the narrow-down 2 area 127, and the narrow-down 3 area 128 are displayed. In this example, the equipment target "XX type self-fire report"
"Buzzer sound", Refinement 2 "Disconnection indicator light on", Refinement 3
As a result of selecting "disconnection indicator light ON" (in this example, only the item selected in refinement 2 is displayed in refinement 3, other items cannot be selected), as shown in FIG.
No. 30 "The sensor wiring is broken. Investigation processing is required."
Message is displayed.

With this display, the person in charge of the service center 20 can promptly and accurately respond to the question (S9, S10). The person in charge checks, for example, the location of the sound stop switch in a state in which the image of the panel portion of the monitoring panel is displayed on the display 34 by clicking the main photo button 65d. Stop the sound by pressing the switch labeled "Sound Stop" above. "

The above processing needs to be able to be selected in advance in a tree format from past reports and countermeasures.
Needless to say, it is necessary to take into consideration that there may be cases where this does not apply to any of the examples. The contents of these telephone conversations are text-converted by the voice-to-text converter 46 and stored in the maintenance data file 324 in chronological order (S12).

It should be noted that the customer service service system for fire-fighting equipment according to the present invention is not limited to the above-described example, and various modifications can be made without departing from the scope of the present invention. It is.

[0069]

As described above, according to the present invention,
It is possible to provide an excellent effect that anyone can provide a customer telephone service system for fire-fighting equipment that can promptly, appropriately, and easily respond to a building manager or the like.

That is, according to the first aspect of the invention, if the telephone number of the inquiry telephone is stored in the storage unit as the basic data of the property, the automatic search and display unit automatically determines the telephone number from the telephone number. Information about the property and information about the customer can be quickly searched for and displayed on the display, and quick and reliable measures can be taken.
On the other hand, even if the telephone number of the inquiry telephone is not stored in the storage means, the corresponding property can be quickly identified by the manual search and display means, and information on the property can be quickly searched and displayed on the display. And a quick and reliable action can be taken.

According to the second aspect of the present invention, it is possible to display the same image or drawing of the monitoring panel as the equipment installed at the site, especially the image or drawing of the panel unit (display unit, operation unit). For example, an appropriate manager can be instructed to take appropriate measures. In particular, when urgent action is required, such as when an alarm is sounding or the indicator light is blinking, the display and operation of the panel of the monitoring panel of the equipment to be inquired at the service center side This is effective because it is possible to accurately grasp the arrangement of the parts and the like and to give accurate instructions.

According to the third aspect of the present invention, it is possible to specify an appropriate coping method by narrowing down an operation and to instruct the coping method in response to the inquiry, so that it does not depend on the skill level of the person in charge of the service center. High quality and uniform response can be performed.

According to the fourth aspect of the present invention, the correspondence between the customer and the telephone at the service center is automatically converted to text and stored as the maintenance data. This saves the trouble of inputting maintenance data.

According to the invention described in claim 5, since a map around the designated property can be displayed, the exact position of the target property can be grasped, the department in charge of the handling can be recognized accurately, and the property can be assigned to the property. When dispatching a person, the location of the property can be easily and accurately communicated, and the person in charge can quickly arrive at the property.

According to the sixth aspect of the present invention, the customer
Even if you make an inquiry using a phone in the vicinity instead of the phone number registered in the storage means as property data, search for a phone number close to the registered phone number, Since the property data corresponding to the found telephone number is displayed on the display, information on the property and the customer can be quickly obtained.

[Brief description of the drawings]

FIG. 1 is a block diagram showing a configuration of a customer telephone service system for fire-fighting equipment according to an embodiment of the present invention.

FIG. 2 is a block diagram showing a configuration of a service center of a customer telephone service system for fire-fighting equipment according to the embodiment.

FIG. 3 is a flowchart showing the operation of the customer telephone service system of the fire equipment according to the embodiment.

FIG. 4 is a diagram showing a display in a state of automatic search from a customer in the customer telephone service system of the fire-fighting equipment shown in the embodiment.

FIG. 5 is a diagram showing a display in a manual search state of the customer telephone service system of the fire-fighting equipment according to the embodiment.

FIG. 6 is a diagram showing a state in which property information is displayed in the customer telephone service system for fire-fighting equipment according to the embodiment.

FIG. 7 is a diagram showing a state in which a map of a property is displayed in the customer telephone service system for fire-fighting equipment according to the embodiment.

8 is a diagram showing a state where the map shown in FIG. 7 is enlarged.

FIG. 9 is a diagram showing a state in which a layout diagram of fire-fighting equipment is shown in the service system for customer telephone of fire-fighting equipment according to the embodiment.

FIG. 10 is a diagram showing a state in which an image of a panel portion of a monitoring panel of a firefighting facility is shown in a customer telephone service system such as a firefighting facility according to an embodiment.

FIG. 11 is a diagram showing a state in which a circuit diagram of the firefighting equipment in the customer telephone service system such as the firefighting equipment according to the embodiment is shown.

FIG. 12 is a diagram showing a state showing a screen for narrowing down an abnormal state in the customer telephone service system for fire-fighting equipment according to the embodiment.

FIG. 13 is a diagram showing a state in which a response to an abnormal state is displayed in the customer telephone service system of the fire-fighting equipment according to the embodiment.

FIG. 14 is a diagram showing customer information input to storage means in the customer telephone service system for fire-fighting equipment according to the embodiment.

FIG. 15 is a diagram showing a state in which the firefighting equipment input to the storage means in the firefighting equipment customer telephone service system according to the embodiment is arranged.

FIG. 16 is a diagram showing a detailed state of customer information input to the storage means in the customer service system for fire-fighting equipment according to the embodiment.

FIG. 17 is a diagram showing a detailed state of customer information input to storage means in the customer telephone service system for fire-fighting equipment according to the embodiment.

FIG. 18 is a diagram showing a detailed state of customer information input to the storage means in the customer service system for fire-fighting equipment according to the embodiment.

[Explanation of symbols]

 DESCRIPTION OF SYMBOLS 10 Property (customer) 11 Firefighting equipment 12 Telephone 15 Public telephone network 20 Service center 21 Telephone 22 Number display device 30 Computer system 31 Control unit 32 Storage means (contract property database) 33 Keyboard 34 Display 35 Printer 36 Mouse

──────────────────────────────────────────────────続 き Continued on the front page (51) Int.Cl. 7 Identification symbol FI Theme coat ゛ (Reference) G06F 17/60 138 G06F 17/60 138 H04M 3/51 H04M 3/51 11/00 302 11/00 302F Terms (reference) 5B049 AA06 CC01 CC44 DD03 EE05 FF01 GG00 5B075 ND20 PP07 PQ02 UU09 5K015 AB01 AF02 AF09 5K024 AA71 AA76 CC10 FF04 GG10 5K101 KK12 KK16 LL01 MM07 NN18 NN19 NN21 PP03

Claims (6)

    [Claims]
  1. Claims: 1. A customer service service system for fire-fighting equipment which responds to customer inquiries about fire-fighting equipment installed in a property at a service center, wherein a computer system is arranged at the service center. The computer system has a storage for storing, as property data, property basic data including at least the property name, telephone number and address, facility data including facility type information of installed facilities, and maintenance data including inspection results and history. Means, and searching the storage means based on the telephone number detected at the time of receiving the call from the customer, and when a matching telephone number is found, the data of the property corresponding to the corresponding telephone number is displayed on the display. Automatic search and display means based on information from customer calls Searching the storage means based on the input information on the predetermined item, and when there is an item that completely matches or partially matches the input information, the data of the corresponding property is displayed on the display. And a manual search and display unit for the customer.
  2. 2. The storage means stores, as the facility data, image data or drawing data of at least a panel portion of a monitoring panel installed in a property, and displays a designated image or drawing. A service system for a customer telephone of the fire-fighting equipment according to claim 1.
  3. 3. According to the contents of the inquiry from the customer, select the applicable fire equipment from all the fire equipment installed in the property, and further select the details to correspond to the selected fire equipment. 2. The service system according to claim 1, further comprising a countermeasure display means for performing a narrowing-down operation for specifying the details of the abnormality and displaying a countermeasure on a display.
  4. 4. The system according to claim 1, further comprising voice / text conversion means for converting the correspondence of the telephone into text data, converting the correspondence of the telephone into text, and storing it as a history of the maintenance data stored in said storage means. A service system for fire-fighting equipment according to any one of claims 1 to 3.
  5. 5. The computer system according to claim 1, further comprising: map data, and map display means for outputting a map around the designated property from the input data on the basic property data. A service system for a customer telephone of the fire-fighting equipment according to claim 4.
  6. 6. The method according to claim 1, wherein the automatic search and display means executes a search for a telephone number near the input telephone number when it is determined that there is no matching telephone number. A customer service service system for the described fire equipment.
JP2000324185A 2000-10-24 2000-10-24 Service system responding to customer phone call about fire fighting facility Pending JP2002135423A (en)

Priority Applications (1)

Application Number Priority Date Filing Date Title
JP2000324185A JP2002135423A (en) 2000-10-24 2000-10-24 Service system responding to customer phone call about fire fighting facility

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
JP2000324185A JP2002135423A (en) 2000-10-24 2000-10-24 Service system responding to customer phone call about fire fighting facility

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JP2002135423A true JP2002135423A (en) 2002-05-10

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Cited By (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JP2005251053A (en) * 2004-03-08 2005-09-15 Nohmi Bosai Ltd Customer service server
JP2007184802A (en) * 2006-01-10 2007-07-19 Connect One:Kk Automatic guide system for interacting party
JP2010048842A (en) * 2008-08-19 2010-03-04 Mitsubishi Electric Building Techno Service Co Ltd Display for building facility maintenance
US8264651B2 (en) 2007-08-14 2012-09-11 Samsung Electronics Co., Ltd. Thin film transistor array substrate and liquid crystal display panel having the same

Cited By (6)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JP2005251053A (en) * 2004-03-08 2005-09-15 Nohmi Bosai Ltd Customer service server
JP4548770B2 (en) * 2004-03-08 2010-09-22 能美防災株式会社 Customer service server
JP2007184802A (en) * 2006-01-10 2007-07-19 Connect One:Kk Automatic guide system for interacting party
US8264651B2 (en) 2007-08-14 2012-09-11 Samsung Electronics Co., Ltd. Thin film transistor array substrate and liquid crystal display panel having the same
US8902392B2 (en) 2007-08-14 2014-12-02 Samsung Display Co., Ltd. Thin film transistor array substrate and liquid crystal display panel having the same
JP2010048842A (en) * 2008-08-19 2010-03-04 Mitsubishi Electric Building Techno Service Co Ltd Display for building facility maintenance

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