JP2002209270A - Reception processing system and reception use terminal - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a reception processing system that gives no discomfort (sense of displeasure) to a visitor at the front desk of a company, reduces the man-hour cost of the reception job, improve the efficiency of reception, and can provide a quality service at a low cost. SOLUTION: A reception terminal 10 is installed at the front desk of a company, an employee mobile terminal 40 is carried by each employee of the company, a visitor operates the reception terminal 10 at the front desk of the company to talk with an employee who talks through the employee mobile terminal 40 to automate the reception processing.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to, for example, a reception processing system for automatically performing a reception business for a visitor at a reception of a company, and a reception terminal device used in the reception processing system.

[0002]

2. Description of the Related Art In general, there are two kinds of receptions at a company: a case in which a person performs an agency, and a case in which only a telephone directory and a telephone directory of an extension number are placed in order to reduce labor costs. In the former case, since the reception is processed by a human system, the transfer is performed smoothly, and there is almost no complaint from visitors (customers), but labor costs increase. In the latter case, the visitor has to search the extension telephone directory and make a phone call, which places a heavy burden on the visitor.

[0003] Furthermore, if the person (employee) who came to the meeting was absent, there were various situations such as the response of a third party in the office that received the telephone call, the transfer of the telephone call, and the situation in which an important meeting could not be answered. Is unsatisfactory to the visitors (discomfort)
And in the worst case, it could affect the business.

[0004]

(1) The balance between the cost of the reception business and the provided service is poor.

At present, reception work by humans (high cost,
High service) and telephone-only reception (low cost, low service).

[0006] Although the service is improved by the human agency, the labor cost is increased, and the labor cost is reduced only by telephone,
The service is degraded and, in the worst case, may cause dissatisfaction (discomfort) to the visitors. (2) There is no navigation when guiding a visitor to a meeting room or the like.

[0007] There is almost no reception by telephone only, and the person in charge must go to the reception. In addition, even in receptions by humans, even in what building and how many floors are told, it is often not possible to know where on that floor the conference room, office, and seats in the office are located. (3) The response when the person in charge is absent at the reception is ambiguous.

[0008] In the worst case, there is a possibility that the work may be turned around, which may cause discomfort to the visitors (especially in the case of accepting only telephone calls).

[0009] Therefore, the present invention can reduce the labor cost of the reception business and increase the efficiency of the reception business without giving dissatisfaction (discomfort) to the visitors who come to the reception of the company, and can provide high service at low cost. It is an object to provide a reception processing system and a reception terminal device.

[0010] Further, according to the present invention, it is possible to directly talk with the person in charge, which reduces the number of times employees take telephone calls in departments and sections,
An object of the present invention is to provide a reception processing system and a reception terminal device that improve work efficiency.

[0011]

A reception processing system according to the present invention is provided at a reception of a company and is capable of communicating between a reception terminal operated by a visitor who comes to the reception and the reception terminal. There is a portable terminal device for employees carried by each employee of the company, the terminal device for reception, storage means for storing information of each employee of the company in advance,
A search means for searching for an employee who wants to visit from the employee information stored in the storage means, and as a result of the search by this search means, if there is an employee who wants to visit,
A first communication means capable of making a telephone call to an employee portable terminal device carried by the employee and at least making a voice call, and an employee wishing to meet as a result of the search by the search means. A second communication means for making a call to an employee portable terminal device carried by a specific employee designated in advance as an agent of the employee when the employee is absent, The portable terminal device includes a third communication unit capable of receiving a telephone call from the reception terminal device and making at least a voice call with the reception terminal device.

Further, the reception terminal device of the present invention is installed at a reception of a company and operated by a visitor who comes to the reception.
Storage means for storing information of each employee of the company in advance, search means for searching for an employee who wants to visit from the employee information stored in the storage means, as a result of the search by this search means, A first communication means capable of making a telephone call to an employee portable terminal carried by the employee when there is an employee who wants to visit, and at least making a voice call; As a result of the search by the employee, if the employee who wants to visit is absent, a second call is made to the employee portable terminal device carried by the specific employee designated in advance as the employee's agent. Communication means; map print-out means for printing out a map for guiding from the present location to the meeting place as needed after the call by the first communication means; and meeting the visitor with whom and when. It has and a visitors record storage means for storing as a record.

[0013]

Embodiments of the present invention will be described below with reference to the drawings. Note that the present embodiment will be described by taking as an example the processing of a reception business of a company.

FIG. 1 schematically shows a configuration of a reception processing system according to the present embodiment. In FIG. 1, a reception terminal device 10 is installed at a reception of a company and operated by a visitor who comes to the reception. The reception terminal device 10 is, for example,
Interpersonal sensor 1 that detects when a person stands in front of the device
1. A display unit 12 with a touch panel for displaying an operation screen or the like operated by a visitor, a video camera 13 for photographing at least a face image of the visitor, a map as a map print output means for printing and outputting a map from a current position to a destination. A so-called videophone function (communication means) 15 for the caller to communicate with the visitor and the person in charge by voice and images taken by the camera 13; A mail transmission / reception function 16 as a mail transmission / reception means for transmission / reception, information about each employee (employee information), an in-house telephone directory, map information of an office or a conference room, a visitor operation log, various control programs, and the like are stored. Hard disk device (HD
D) 17, a LAN card 18 used for coordination with an in-house network system 30 to be described later (inquiry of an in-house employee database, etc.), and a control unit 19 for controlling the whole.

The reception terminal device 10 includes a LAN card 18
Is connected to an intranet 20, and an intranet system 30 is connected to the intranet 20. The in-house network system 30 includes an in-house server 31, an in-house employee database 32 connected to the in-house server 31, and storing employee information of each employee, and a reception terminal device management computer 33. Have been.

With such a configuration, the reception terminal device 1
Numeral 0 is connected to the intranet 20 (in-house network system 30) so that employee information can be retrieved from the in-house employee database 32 of the in-house network system 30 or downloaded to the hard disk device 17 in the reception terminal device 10. It has become.

The reception terminal device management computer 33 monitors the reception terminal device 10 (such as a history of who the visitor has come to see) and updates programs, maps, and employee information. This can be performed using the intranet 20.

Also, since the reception terminal device 10 itself may send an e-mail to the person in charge, the reception terminal device 10
Is an e-mail address (in the example of FIG. 1, "uketake @
toshibo. co. jp ”) have been assigned.

The employee portable terminal devices 40, 40,.
Each employee of the company carries it, for example,
It has the same function as current PHSs and mobile phones, and is large enough to be held by one hand. The only difference from the current PHS or mobile phone is that it functions as a videophone with a camera. If no videophone function is required, the camera may be omitted, and the current PHS or mobile phone is sufficient.

That is, the portable terminal device 40 for the employee
A video camera 41 for photographing at least a face image of an employee carrying it, a so-called videophone function (communication means) 42 for a visitor and a person to make a telephone call by voice and an image photographed by the camera 41, Or a small-sized liquid crystal monitor 43 for displaying a camera image of the other party during a videophone call, a mail transmission / reception function 44 as a mail transmission / reception means for transmitting / receiving a mail to / from the reception terminal device 10, and providing the employee with a certain location. It comprises a GPS function 45 as GPS means for specifying a range, a PC communication function (such as PIAFS or Bluetooth) 46 for communicating with an external personal computer 50, and a control unit 47 for controlling the whole.

Since the employee portable terminal devices 40, 40 may transmit and receive e-mails, the employee portable terminal devices 40, 40 also have e-mail addresses (in the example of FIG. 1, "UsrD@phs.toshibo"). .Co.j
p, UsrE @ phs. toshibo. co. jp)
Is assigned.

Next, information required in the present reception processing system will be described.

In order to operate the present reception processing system, FIG.
The employee information as shown in FIG. 3, the company telephone directory as shown in FIG. 3, the map information as shown in FIG. 4, and the visitor operation log as shown in FIG. Must have on top. (A) Employee Information The employee information includes the employee number, affiliation, and name, as well as the telephone number and e-mail address of the employee portable terminal device 40 distributed to each employee, and the number of employees who are candidates for absent. Enter member number information. These pieces of information are necessary for the reception terminal device 10 and the employee portable terminal device 40 (visitor and employee) to make a call.

In the employee information, a face image (image information) is also stored. This is because when the visitor searches and specifies the employee's affiliation or name on the reception terminal device 10, the display unit 12 with the touch panel of the reception terminal device 10
This is image information to be displayed above. This is displayed to confirm that the same person has the same name and the like, and that the meeting destination is correct. (B) In-house telephone directory If the employee's portable terminal device 40 of the employee to whom the visitor wants to visit is unable to talk (absence or during a meeting), the telephone is transferred to the extension of the department or section to which the employee belongs. Is stored. (C) Map information Office location (office seat) based on affiliation and employee number,
Map information that can be searched using the conference room name or the like as a key is stored. (D) Visitor operation log Stores information on who the visitor came to see.

Next, in the above-described configuration, processing in a normal system (a situation where a visitor and a person in charge can talk) will be described with reference to a flowchart shown in FIG.

First, when a visitor stands in front of the reception terminal device 10, it is detected by the interpersonal sensor 11 (S1), and a staff search menu is displayed on the display unit 12 with a touch panel together with voice guidance. (S
2).

Next, in accordance with the voice guidance, the hard disk drive 1 is set using the affiliation of the person who made the appointment (such as the name if the affiliation is unknown) as a key.
By searching for the employee information (see FIG. 2) in 7,
The person in charge is specified (S3). At this time, a screen D shown in FIG. 6 is displayed on the display unit 12 with a touch panel. The screen D displays the employee's name, affiliation, face photograph, camera image taken by the camera 13, a call button, and the like.

When the person in charge is specified, the visitor presses the call button on the screen D to refer to the employee information in the hard disk drive 17 and the employee's portable terminal owned by the person in charge The telephone number of the device 40 is obtained, and a telephone call is made to the employee mobile terminal device 40 (S4). This allows a call between the visitor and the person in charge.

In this case, when received from the reception terminal device 10, the employee can set whether to make a videophone call (call with voice and image) or a normal phone call (call with voice only). I do. Further, the reception terminal 10 is transmitted by videophone (image + voice), and the employee's portable terminal 4 is transmitted.
It is also possible to make a unidirectional call with only an image, such as transmitting only with voice from the 0 side.

When the reception terminal device 10 and the employee portable terminal device 40 can communicate, the date and time, the visitor image, and the visitor try to meet the visitor operation log (see FIG. 4). It stores information such as the employee number of the employee who visited, the employee number of the employee who served, the company name of the visitor, and the name of the visitor. In this case, if it is troublesome to input the company name of the visitor or the name of the visitor, it is not necessary to do so.

When the visitor passes the visitor to the conference room or office after the call, if the location is not known, the map information in the hard disk drive 17 is searched by using the location registered in the map information of FIG. 5 as a key. As a result, a map indicating the route from the current location to the destination (own seat of the meeting room or office) is acquired, displayed on the display unit 12 with the touch panel, and printed out by the map printing printer 14 ( S5).

Next, the processing in the case of the first exception processing (a situation in which the person in charge and the visitor cannot communicate with each other due to an important meeting or the like) will be described.

For example, a case where a visitor comes to "Mr. Fujiichiro of the General Affairs Department" will be described using the employee information shown in FIG. Since the person in charge, "Fuji Ichiro", cannot answer the call during an important meeting at present, the employee's portable terminal device 40 is set to a mode in which a ring tone does not sound, such as a cellular phone or a PHS manner mode. Suppose

In this state, the visitor operates the reception terminal 10
Try to talk with Fujiichiro using. The reception terminal device 10 makes a call for a few seconds, but if the person in charge does not pick up the handset of the employee portable terminal device 40, it is determined that the call cannot be made, and the employee information of FIG. Refers to the field of "First Agent" in his record. Then, since "employee number 5" is stored, by searching for employee information by "employee number 5", it is found that Mr. Fujijiro of the General Affairs Department is an agent, and Mr. Fujijiro Make a call to the employee mobile terminal device 40.

Next, the processing in the case of the second exception processing (the absence of a person in charge) (takeover function of reception) will be described.

For example, if the person in charge is not present in the company due to a sudden business trip or a vacation, or if the company has implemented a time and attendance system in the company network system 30, and when he / she leaves the company, the employee information shown in FIG. Is set to 0 (coming to work). In the case of leaving the company (vacation, going out, etc.), a value other than 0 is set.

When there is no clock-in / clock-out system, the employee's portable terminal device 40 sends an e-mail to the reception terminal device 10 such as clock-in, clock-out, going out / vacation, etc. Then, the reception terminal device 10 sets an appropriate value in the absence column of the employee information in FIG. 2 by analyzing the content of the mail.

If a visitor comes to an absent employee,
Do not attempt a call to the employee's mobile terminal device 40,
An attempt is made to make a call to the employee portable terminal device 40 of the first candidate agent. Here, in the case where the employee of the first agent of the agent handles the visitor, in the visitor operation log in FIG. Column will have different values. In the example of the visitor operation log in FIG. 4, the log is like the second record.

The contents of the second record of the visitor operation log are transmitted to the employee's portable terminal device 40 by e-mail in order to confirm who came to the reception desk and who responded. I do.

When all the employees registered as candidates for the agent are absent, the extension number of the department or section to which the employee belongs is obtained by searching the in-house telephone directory shown in FIG. Call the extension.

The overall processing including the processing described above is summarized as a flowchart shown in FIG. 7, and the processing based on this flowchart will be described below.

First, when the visitor stands in front of the reception terminal device 10, it is detected by the interpersonal sensor 11 (S11), so that a staff member search menu is displayed on the display unit 12 with a touch panel together with voice guidance. (S
12).

Next, in accordance with the voice guidance, in the staff member search menu, the visitor uses the affiliation (such as the name if the affiliation is not known) of the person scheduled to visit as a key.
The employee information (see FIG. 2) in the hard disk drive 17 is searched (S13). As a result of this search, if the person in charge exists (S14), the display unit 1 with the touch panel at this time
By pressing the call button displayed in 2,
With reference to the employee information in the hard disk device 17, the telephone number of the employee portable terminal device 40 owned by the person in charge is acquired, and a call is made to the employee portable terminal device 40 (S15). This allows a call between the visitor and the person in charge.

In this case, when receiving from the reception terminal device 10, the reception terminal is set on the small liquid crystal monitor 43 of the employee portable terminal device 40 by setting it to a videophone (call by voice and image). The face image of the visitor transmitted from the device 10 is displayed (S16). Therefore, the person in charge of the employee portable terminal device 40 needs to know the small liquid crystal monitor 43.
It is determined whether to respond or reject by visually checking the face image displayed in (17).

Here, when the person in charge refuses the response, the rejection button (not shown) provided on the employee's portable terminal device 40 is depressed, and the display unit with a touch panel of the reception terminal device 10 is pressed. 12, a message indicating that the visit cannot be made is displayed (S18).

When the person in charge responds, by pressing a response button (not shown) provided on the employee's portable terminal device 40, a call can be made with the visitor (S19). ).

When the visitor passes through the conference room or office after the call is over, if the location is not known, the map information in the hard disk drive 17 is searched by using the location registered in the map information of FIG. 5 as a key. As a result, a map indicating the route from the current location to the destination (own seat of the meeting room or office) is acquired, displayed on the display unit 12 with the touch panel, and printed out by the map printing printer 14 ( S20). If the map is unnecessary, the print output can be stopped.

If the person in charge is not present in step S14, or if the person in charge is in a call-disabled state in step S17, refer to the field of "first candidate agent" in the employee information in FIG. Check is made as to whether or not an agent is set (S21). As a result of this check, if an agent is set, a call is made to the employee's portable terminal device 40 of the agent (S22).

Here, when the agent responds (S23),
A call is made between the agent and the visitor (S24).
In this case, in the visitor operation log of FIG. 4, information indicating who came to the reception desk and who responded to the information is recorded, and the recorded content is transmitted by e-mail to the employee's portable terminal device 40 of the person in charge. (S24). At this time, the face image of the visitor photographed by the camera 13 is also attached. When the call ends, the process proceeds to step S20, and the same processing as described above is performed.

If no agent is set in step S21, or in step S23,
When the agent is also in a call-disabled state, the extension number of the department or section to which the person in charge belongs is obtained by searching the in-house telephone directory shown in FIG. 3, and the extension number is called.
When the call ends, the process proceeds to step S20, and the same processing as described above is performed.

As described above, according to the above-described embodiment, the reception terminal device having the above-described configuration is installed at the reception of the company, and the employee portable terminal device is carried by each employee. Therefore, it is possible to reduce the labor cost of the reception work and increase the efficiency of the reception work without giving any dissatisfaction (discomfort) to the visitors coming to the reception, thereby providing high service at low cost.

Further, the added value of the mobile terminal device for employees distributed to each employee (e.g., sending and receiving e-mails when going out, wireless LA when carrying around a notebook personal computer)
N, employee location search (GPS function, etc.) improves job efficiency.

Further, since the visitor directly talks with the person in charge, the number of times employees take telephone calls in the department or section is reduced, and work efficiency is further improved.

[0054]

As described in detail above, according to the present invention, it is possible to reduce the labor cost of the reception business and increase the efficiency of the reception business without giving any dissatisfaction (discomfort) to the visitors coming to the company reception. A reception processing system and a reception terminal device that can provide high service at low cost can be provided.

Further, according to the present invention, there is provided a reception processing system and a reception terminal device, in which a person directly talks with a person in charge, the number of times employees take telephone calls in a department or section is reduced, and work efficiency is improved. it can.

[Brief description of the drawings]

FIG. 1 is a configuration diagram schematically showing a configuration of a reception processing system according to an embodiment of the present invention.

FIG. 2 is a diagram showing a configuration example of employee information.

FIG. 3 is a diagram showing a configuration example of an in-house telephone directory.

FIG. 4 is a diagram showing a configuration example of a visitor operation log.

FIG. 5 is a diagram showing a configuration example of map information.

FIG. 6: Normal system (a situation in which the visitor and the person in charge can talk)
9 is a flowchart for explaining processing in the case of FIG.

FIG. 7 is a flowchart illustrating overall processing.

[Explanation of symbols]

DESCRIPTION OF SYMBOLS 10 ... Reception terminal device, 12 ... Display part with a touch panel, 13 ... Video camera, 14 ... Map printing printer (map printing output means), 15 ... Videophone function (communication means), 16 ... Mail transmission / reception function (mail transmission / reception) means),
Reference numeral 17: Hard disk drive (storage means), 19: control unit, 30: in-house network system, 31: in-house server, 32: in-house employee database (storage means), 40
… Mobile terminal equipment for employees, 41… video camera, 42…
Videophone function (communication means), 43 ... Small LCD monitor,
44 ... Mail sending / receiving function (mail sending / receiving means), 45 ...
GPS function (GPS means), 47 ... control unit.

Claims (5)

[Claims] Claims 1. A reception terminal device installed at a reception of a company and operated by a visitor who comes to the reception, and communication between the reception terminal device and an employee carried by each employee of the company. The reception terminal device includes a storage unit that stores information of each employee of the company in advance, and an employee who wants to visit from the employee information stored in the storage unit. A search means for searching for an employee, and as a result of the search by the search means, if there is an employee who wishes to meet, make a call to the employee portable terminal device carried by the employee, at least a voice call A first communication means capable of carrying out the search, and as a result of the search by the search means, when an employee who wants to visit is absent, a specific employee designated in advance as an agent of the employee is carried Employees Second communication means for making a telephone call to the mobile terminal device, wherein the employee mobile terminal device receives a call from the reception terminal device, and communicates with the reception terminal device. A reception processing system comprising at least a third communication unit capable of making a voice call. 2. The reception processing system according to claim 1, wherein the reception terminal device further comprises a visitor record storage unit for storing who and when the visitor met as a visitor record. . 3. The reception terminal device further includes a map print output unit that prints out a map for guiding from a current location to a visiting location as needed after the call by the first communication unit. The reception processing system according to claim 1, wherein: 4. The reception terminal device, as a result of the search by the search means, finds that the employee who wants to visit is absent and the specific employee designated as the agent's agent is also absent. 2. The reception processing system according to claim 1, further comprising: fourth communication means for making a call to an extension telephone in a department or section to which the employee who wants to visit belongs. 5. A storage means which is installed at a reception of a company and operated by a visitor who comes to the reception, and which stores in advance information of each employee of the company, and an employee which is stored in the storage means. A search means for searching for an employee who wants to visit from the information, and as a result of the search by this search means, if there is an employee who wants to visit, telephone the employee's mobile terminal device carried by the employee And at least a first communication means capable of making a voice call, and as a result of the search by the search means, if an employee who wishes to visit is absent, A second communication means for making a telephone call to an employee portable terminal device carried by a specific employee, and after a call by the first communication means, to guide the user from the present location to the meeting place as necessary. A map printout means for printing out a map, reception terminal apparatus characterized by visitors is provided when the visitors recording storage means for storing whom were met as visitors record, the.