JP2004120077A - Customer service server - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a customer service server with which information about a target property can be grasped more rapidly and countermeasures can be taken in emergency more rapidly at the time of receiving an inquiry from a customer or notification from a fire receiver used as a terminal device. <P>SOLUTION: The customer service server has a telephone number-property information storing means for storing information about a property to be managed and the telephone number of the property, so that the information correspond to each other; a telephone number acquiring means for acquiring the telephone number of the party who has made a call, when receiving a call via a telephone line; and a property information searching means for searching information about a corresponding property from the telephone number-property information storing means on the basis of the obtained telephone number. <P>COPYRIGHT: (C)2004,JPO

Description

[0001]
TECHNICAL FIELD OF THE INVENTION
The present invention relates to a customer service server that performs various services using a network such as the Internet.
[0002]
[Prior art]
Conventionally, fire alarm equipment has been installed in each of a plurality of properties.However, each building equipped with the fire alarm equipment has a manager, and each manager can maintain the equipment as necessary. Inquiry about inspection is performed, and when a failure occurs in equipment, a manufacturer or a construction company is contacted (for example, refer to Patent Document 1). A so-called call center will be set up as a point of contact, call this call center, and tell the person in charge of the call center the name, location, etc. of the property, and then explain the contents of the inquiry or explain the contents of the contact .
[0003]
Here, the contact person in charge of the call center inputs the property name and the location of the property heard from the manager, and acquires information on the property from a predetermined database.
[0004]
In addition, based on the property name and the location of the property heard from the manager, a page in which the above property is described is opened in the book-type atlas, and the location of the property is confirmed.
[0005]
As described above, after grasping the information on the property and grasping the surrounding environment of the property on a map, answer the question of the manager or understand the contents of the contact.
[0006]
When the map is displayed on a computer or the like, a display screen is opened to display the area where the property is located, and a portion of the displayed district where the property is located is called a call center. The person in charge finds out.
[0007]
[Problems to be solved by the invention]
In other words, if the call center staff asks the property manager for the property name and location of the property by telephone, and then retrieves information on the property from the database, the call center staff manually inputs the property name and location. There is a problem that this input operation is complicated.
[0008]
Also, if you want to display a map on the computer display after asking the location of the property, first switch the computer display to the map display mode, enter the name of the prefecture you heard, and then enter the name of the city Then, check the above property on the displayed map.
[0009]
Therefore, the above-mentioned conventional fire alarm system has a problem that it may be difficult to quickly confirm the target property on a map in response to an inquiry from a customer.
[0010]
The present invention provides a customer service server capable of more quickly grasping information on a target property at the time of an inquiry from a customer or a report from a fire receiver as a terminal device, and enabling a more prompt emergency response. It is intended to do so.
[0011]
[Patent Document 1]
JP-A-2002-189819
[0012]
[Means for Solving the Problems]
According to the present invention, when a call is received via a telephone number-property information storage unit that stores information on a property to be managed and a telephone number related to the property in correspondence with each other, A telephone number acquiring unit for acquiring the telephone number of the called party; and a property information searching means for searching the telephone number-property information storing means for information on a corresponding property based on the obtained phone number. It is a customer service server.
[0013]
Embodiments and Examples of the Invention
FIG. 1 is a diagram showing an overall image of a customer service system CSS1 having a customer service server 10 according to one embodiment of the present invention.
[0014]
The customer service system CSS1 is connected via a customer service center 100, a network NW, general properties 201 and 202, an automatic fire alarm system 203 with a security function, an automatic fire alarm system 204 with a widespread automatic test function, and a network NW. A terminal device 301 that transmits and receives data to and from the customer service server 10, a terminal device 302 of a cooperating company, a terminal device 303 of a business office, a GPS satellite 401, and a PHS location information center 402.
[0015]
The customer service center 100 is a contact center for receiving inquiries about disaster prevention equipment, a so-called call center, for example, a head office building or the like that covers the whole country, and a customer service server 10 is installed in the customer service center 100. In the customer service server 10, a local area network is formed in the customer service center 100 so that a plurality of personal computers (not shown) can be connected via a LAN cable C1. In addition, a terminal device 303 can be connected to the customer service server 10 via a wide area network WAN to branch offices and sales offices in various places remote from the customer service center 100.
[0016]
In addition, the customer service server 10 can connect the terminal device 302 of the cooperating company and the terminal device 301 of the worker from the office via a network NW such as the Internet. The set information can be used.
[0017]
Although not shown in detail as a building in which disaster prevention equipment is installed, a large number of general properties 201 are inquired by a telephone about the unclear point of the operation of the equipment in the event of a fire or an abnormality. The call via the public line is first accepted by the customer service server 10. Here, an operation of grasping the call acceptance is performed.
[0018]
Also, in the building where the disaster prevention equipment is installed, the high-performance automatic fire alarm equipment 203, 204 can transmit information from a fire receiver (not shown) to the customer service server 10 using a dedicated line by ISDN. It is configured. These facilities 203 and 204 can transmit the result of the automatic test function and the like to the customer service server 10 at the time of receiving a fire signal at the fire receiver and operating the panel. Even for general properties that are not high-performance, by providing an interface (not shown) for receiving the above-mentioned fire signal reception and the time of operation of the panel from the fire receiver as transmission information, converting the information, and transmitting the information, the transmission is provided. As with the facilities 203 and 204, the monitoring status of disaster prevention facilities can be taken into the customer service server 10 as a general property 202 that can be reported.
[0019]
Note that the customer service server 10 and the fire alarm facilities 202, 203, and 204 of each property are connected by a dedicated line by ISDN to secure a secure line and promptly transmit information, and use a general public line. Alternatively, communication may be performed via a telephone call such as a dial-up connection instead of a dedicated line.
[0020]
FIG. 2 is a block diagram showing a specific example of the customer service server 10 according to the embodiment.
[0021]
The customer service server 10 includes a memory M1, a reception unit 1, a control unit 2, a display unit 3, a transmission unit 4, and an input unit 5.
[0022]
The memory M1 is an example of a telephone number-property information storage unit that stores information relating to a property to be managed and a telephone number relating to the property in correspondence with each other, and stores map information storing map information. It is an example of the means.
[0023]
The receiving means 1 is an example of a telephone number acquiring means for acquiring the telephone number of the called party when a call is received via a telephone line.
[0024]
The control means 2 is an example of a property information search means for searching the telephone number-property information storage means for information on a corresponding property based on the acquired telephone number.
[0025]
The display means 3 is an example of a display means for displaying information on the property searched by the property information search means.
[0026]
Further, the control means 2 is an example of a map information search means for searching the map information of the district where the searched article is located from the map information storage means, and displays the map of the district where the searched article is located. This is an example of display control means for displaying a predetermined mark indicating the position where the searched article is located on the map.
[0027]
Further, when the obtained telephone number is not stored in the telephone number-property information storage means, the map information search means is a means for searching a wide area on a map corresponding to the obtained telephone number. The display control means is an example of means for displaying a map corresponding to the wide area searched by the map information search means.
[0028]
The telephone number-property information storage means is means for storing a correspondence table in which each of the plurality of fire detectors is associated with a telephone number, and the control means 2 is connected via a predetermined network. Receiving abnormal information from at least one of the plurality of fire receivers, calculating a fire receiver from the received abnormal information, and, based on the determined fire receiver, from the correspondence table, This is an example of control means for acquiring a telephone number, transmitting the acquired telephone number to the property information search means, and displaying information on the property detected by the property information search means.
[0029]
Further, the memory M1 is an example of history information storage means for storing history information relating to past emergency response histories or periodic inspection histories, and the control means 2 performs control based on the property searched by the property information search means. The display means 3 is an example of history information display means for displaying corresponding history information from the history information storage means, and the display means 3 is an example of history information display means for displaying the extracted history information. The control means is means for displaying, on the displayed map, the position of the worker present in the property near the property corresponding to the acquired telephone number.
[0030]
Further, if the acquired telephone number is not stored in the telephone number-property information storage means, and if the property corresponding to the telephone number not stored is found, the telephone number not stored is stored. Are stored in the telephone number-property information storage means in such a manner as to correspond to the above-mentioned property.
[0031]
FIG. 3 is a diagram showing a specific example of the memory M1 in the above embodiment.
[0032]
The memory M1 includes a map information database DB21, a customer basic information database DB22, an emergency response history database DB23, a periodic inspection history database DB24, a repair history database DB25, a remote maintenance log information database DB26, a contract information database DB27, a periodic inspection schedule database DB28, A location information database DB29 and a technical information database DB30 are stored. Each database DB is a database stored in the memory M1.
[0033]
Next, each of the above databases will be briefly described.
[0034]
In the map information database DB21, data for displaying maps corresponding to several scales is stored for each district. In the customer basic information database DB22, in addition to the property in which the fire alarm facility is installed, the customer basic information database DB22 is targeted for business. Stores basic information about all properties, such as properties that are located and buildings to be built.
[0035]
The emergency response history database DB23 stores from the occurrence to the end of the response for each of the cases that need to be dealt with for a failure or the like notified to the customer service center 100, and the periodic inspection history database DB24 stores the firefighting equipment in each property. Inspection results of workers, such as twice a year, are stored as legal inspections.
[0036]
The renovation history database DB25 stores information on renovation of firefighting equipment in each property, and the remote maintenance log information database DB26 stores each fire receiver connected to the customer service server 10 on a day-to-day basis. The result of the ID calling operation such as times is stored.
[0037]
The contract information database DB27 stores contract information on maintenance and inspection of fire-fighting equipment for each property, and the periodic inspection schedule database DB28 manages the due date of the statutory inspection and stores the schedule.
[0038]
The location information database DB29 stores information on the current location of workers and sales representatives on the go. The technical information database DB30 stores various information on products such as technical materials, instruction manuals, construction manuals, inspection standards, and the like. Stores information.
[0039]
Next, the operation of the above embodiment will be described.
[0040]
The operation items include the operation at the time of telephone call from the site due to the occurrence of a failure in the property (building), the operation at the time of reporting via the network (ISDN) due to abnormality detection when the receiver of the property executes an automatic test, the server The operation of inputting an operation from the server when the ID is called by the user and the operation of updating and confirming the database of the property from the server from the server are representatively taken from the overall operation.
[0041]
First, an operation when a telephone call is received from the site when a failure occurs in a property will be described.
[0042]
FIG. 4 is a flowchart showing an operation at the time of handling a call in the above embodiment.
[0043]
[Operation at the time of telephone correspondence]
First, in a property (building), an abnormality (failure) occurs in the equipment, and the occurrence of this abnormality is discovered by a property manager, owner, inspector, etc. (hereinafter, referred to as “manager”) (S11). About this abnormality, the manager contacts the customer service center 100 by telephone (S12).
[0044]
An administrator (hereinafter, referred to as a "reception administrator") that receives telephone communication or the like in the customer service center 100 around the clock (24 hours) checks the status of the facilities of the property based on the communication in step S12 (S13).
[0045]
If the reception manager can specify the property and can take in information of the facility from the fire receiver of the property via ISDN, the reception manager takes in the information and confirms it (S14).
[0046]
By telephone communication between the reception manager and the property manager, the reception manager determines whether or not the abnormality has been recovered (S15).
[0047]
If the reception manager determines that the abnormality has disappeared based on the result of the abnormality performed in step S15, the reception manager terminates the response and manually inputs necessary information to the customer service server 10 as an accident processing contact list ( S16). This information updates the emergency response history database DB23 automatically stored by the customer service server 10 in step S22.
[0048]
[Operation of Customer Service Server 10 for Telephone]
When a call by telephone communication is received from the manager of the property, the contract information database DB27 is referred to from the telephone number for searching, and if the property can be specified, the search result is displayed (S21).
[0049]
In this case, the property ID is specified, location information indicating the location of the building 201 as a property is extracted from the customer basic information database DB22, and the area including the building 201 from the map information database DB21 is matched with the extracted location information. Is extracted, symbols are arranged in accordance with the position information of the building 201, and displayed on the display means 3. Specifically, the position information of the building 201 may be information of latitude and longitude, and a symbol is arranged on the map information in accordance with the information. When the position information is not set, the symbol can be displayed at an appropriate portion by using the address of the building, comparing the location number of the map information, and the like.
[0050]
For the telephone call, the property ID, date and time, and details of the failure are stored in the emergency response history database DB23 (S22). If the property ID cannot be specified, the property ID may be a telephone number or the like, and the failure content may be blank for the time being.
[0051]
If the property ID can be specified in the telephone communication, the emergency response history database DB23 is referenced, searched, and past cases are displayed (S23). At this time, the related information database such as the periodic inspection history database DB24 and the repair history database DB25 may be executed in the same manner as described above.
[0052]
The device in which the abnormality has occurred is searched for and displayed with reference to the technical information database DB30, such as technical data and repair manuals for each device (S24). If the reception manager is found in the process of checking the status in step S13, the searched device may be manually input, or may be automatically searched from past cases.
[0053]
[Operation of dispatch request]
If the abnormality cannot be recovered (recovered) by telephone, the reception manager arranges a service engineer (hereinafter, referred to as SE) as a worker who goes to the property and works and requests a dispatch (S31). At this time, the reception manager grasps the position of the property from the map information displayed on the display means 3, and then selects the SE from the presence or absence of a person in charge of the property or area, the emergency dispatch list, etc. I do.
[0054]
The SE receiving the request from the receptionist carries the terminal device 301 such as a notebook computer and heads for the property (such as the building 201) (S32). At this time, via the customer service server 10, the property information is stored from the contract information database DB27 or the like, and the failure information or the like is stored from the emergency response history database DB23 or the like, and then dispatched.
[0055]
The SE performs necessary measures on the property, including the cooperation of the manager (S33). At this time, the SE connects the portable terminal device 301 to the network NW, retrieves technical information, past cases, and the like from each of the databases DB21 to DB29 via the customer service server 10 and displays the retrieved information on site. Yes (S34).
[0056]
When the abnormality is restored in the property, the SE reports to the reception manager (S35).
[0057]
Upon receiving the report of restoration in step S35, the reception manager manually inputs necessary information to the customer service server 10 (S36). The emergency response history database DB23 automatically stored by the customer service server 10 in step S22 is updated with the manually input information. The input may be executed by the SE.
[0058]
[Operation of report generation]
Next, the operation of notifying from the fire receiver when a failure occurs when the automatic test function of the fire receiver is executed will be described.
[0059]
FIG. 5 is a flowchart showing an operation of notifying from the fire receiver when a failure occurs during execution of the automatic test function of the fire receiver in the above embodiment.
[0060]
The fire receiver in the article performs an automatic test (S41). Normally, the automatic test is set to be executed once a week, that is, a specific day of the week and time are set as the automatic test start time, and the automatic test is executed. The test can also be performed by manual input. If there is an abnormality in the equipment as a result of the automatic test, it is necessary to take measures to eliminate the abnormality.
[0061]
The fire receiver automatically notifies the customer service server 10 of an abnormality from any of the properties 202, 203, and 204 having the notification function in the customer service system CSS1 via the ISDN (S42). At the time of this automatic notification, the content of the abnormality as the automatic test result and the property information for specifying the property set in the database of the fire receiver are transmitted together.
[0062]
The notification of the abnormality is received by the customer service server 10, and the display means 3 displays the notification (S43). Since the customer service center 100 has a reception manager, the reception manager can make a telephone call with the property manager to confirm the above-mentioned abnormality report (same as steps S13 and S15). . Needless to say, it is possible to separately contact the properties 202, 203, and 204 connected by a dedicated line using ISDN in the customer service system CSS1 by telephone.
[0063]
The property ID, date and time, and details of the failure are stored in the emergency response history database DB23 based on the content of the notification of the abnormality (S44). Then, a telephone number is obtained from the information of the report (S45). Here, the property information stored in the database of the receiver includes a telephone number, and the content of the automatic report includes a telephone number as information.
[0064]
Thereafter, the same operations as those in steps S21, S23, and S24 are performed. In addition, the same operation as steps S31 to S36 is executed as a dispatch request.
[0065]
Next, an operation of calling an ID from the customer service server 10 to each fire receiver will be described.
[0066]
FIG. 6 is a flowchart showing an operation of calling an ID from the customer service server 10 to each fire receiver in the above embodiment.
[0067]
The customer service server 10 individually calls each fire receiver via the ISDN and collects its ID (S50). The scheduled communication of this call is executed once a day for all of the connected fire receivers. Thereby, the line status is confirmed. The properties that have been called are the properties 202, 203, and 204 connected by a dedicated line using ISDN.
[0068]
The fire receiver of the called property returns the fire receiver ID in response to the call (S51). This fire receiver ID is set in a database in each fire receiver.
[0069]
If the customer service server 10 successfully collects the fire receiver IDs from all the fire receivers, it is normal and the process ends (S52).
[0070]
If there is no response from the fire receiver and the collection of the fire receiver ID is not performed normally, an abnormal end is displayed (S53).
[0071]
As in step S22, the property ID, date and time, details of failure (fire receiver ID call non-response) and the like are stored in the emergency response history database DB23 (S54).
[0072]
Thereafter, as in steps S13 and S15, the reception manager in the customer service center 100 checks the presence or absence of an abnormality by telephone communication, and if necessary, requests a dispatch, and performs the same operations as steps S31 to S36. Perform the action.
[0073]
Next, an operation when a recovery operation is input from the customer service server 10 to an individual fire receiver will be described.
[0074]
FIG. 7 is a flowchart showing an operation when a recovery operation is input from the customer service server 10 to an individual fire receiver in the above embodiment.
[0075]
For example, upon receiving a telephone call indicating that an abnormality has occurred from the property, the reception manager needs to contact the property manager and perform a recovery operation from the customer service server 10 in relation to steps S15 and S16. If it is determined, the following operation is performed.
[0076]
When it is determined that it is necessary to perform a recovery operation on the fire receiver of the property, the reception manager performs a recovery operation input to the customer service server 10 (S61).
[0077]
The customer service server 10 to which the restoration operation has been input transmits a restoration signal to the fire receiver of the required property via the ISDN (S62), and the fire receiver of the property transmits the restoration signal via the ISDN. Receive (S63).
[0078]
Similar to the operation of the panel on the fire receiver (operation input of the recovery switch), the fire receiver executes the recovery operation (cancels the holding of the fire signal and returns to the normal monitoring state) (S64).
[0079]
Although the case where the restoration operation is performed is shown as the operation input, instead of the restoration operation, other operations such as the input of the area sound stop, the input of the start / return of the controlled device such as the smoke evacuating device, and the like are performed. You may.
[0080]
[Operation when updating the database]
Next, the operation when updating and confirming the database from the customer service server 10 to the individual fire receiver will be described.
[0081]
The reception manager prepares a database of the property to be updated in the customer service server 10, and inputs an update of the database to the customer service server 10 (S71). The database is normally prepared as a data file on a notebook personal computer or the like by database creation software. The data file is stored in a predetermined storage device in the customer service server 10 by data communication, or a floppy (registered trademark) disk, MO , CD-R, or the like, may be stored in a predetermined storage medium and read out by the drive of the customer service server 10. At the time of this input, an ID is used to identify the property, and a password is further set, requesting the reception manager to input the password.
[0082]
When the database update is input, the customer service server 10 transmits the update database to the fire receiver of the specific property via the ISDN (S72).
[0083]
The fire receiver of the specified property receives the update database via the ISDN. The property information of the database and the error check of the data itself are checked (S73). At this time, the fire receiver of the property recognizes from the ID and the password received at the same time as the update database that the fire receiver is an official database from an appropriate partner.
[0084]
After checking the updating database, the fire receiver of the property updates the running database (S74).
[0085]
[Operation when checking the database]
The reception manager specifies the property to be confirmed and inputs a database confirmation to the customer service server 10 (S81). In the same manner as above, a password is also input.
[0086]
When the database confirmation is input, the customer service server 10 transmits a database return signal to the specified fire receiver via the ISDN (S82), and the specified fire receiver transmits the database to the specified fire receiver via the ISDN. A return signal is received (S83). The fire receiver that has received the database return signal reads the running database and sends it to the customer service server 10 via ISDN (S84). At this time, a password check is also performed as described above.
[0087]
The customer service server 10 receives the update database via the ISDN, and checks the received database for errors or the like (S85).
[0088]
If the customer service server 10 has correctly received the update database, the received update database is displayed and made available to the reception manager (S86).
[0089]
Next, in the operation of the above embodiment, an operation for specifying a property based on a telephone number will be described.
[0090]
This operation is executed in step S21 in FIG. 4, and shows the portion in detail.
[0091]
FIG. 8 is a flowchart showing an operation of specifying a property based on a telephone number in the above embodiment.
[0092]
First, information on a property to be managed and a telephone number on the property are stored in the memory M1 in advance so as to correspond to each other.
[0093]
When a telephone call is received from the manager of the property 201 via the telephone line (S111), the receiving means 1 uses a service such as a number display to acquire the telephone number of the called party (S112). It is determined whether or not the telephone number acquired by the receiving means 1 exists in the telephone number-property information correspondence table stored in the memory M1 (S113). If the telephone number obtained by the receiving means 1 is present in the telephone number-property information correspondence table, the correspondence is obtained from the telephone number-property information correspondence table stored in the memory M1 based on the telephone number. The control unit 2 searches for information on the property to be performed (S114).
[0094]
Then, the display unit 3 displays information about the property (S115). In this case, the memory M1 stores history information on past emergency response history or regular inspection history as information on the property, and at the same time, controls corresponding history information based on the searched property. It is also possible for the means 2 to extract and display the extracted history information on the display means 2.
[0095]
On the other hand, the memory M1 stores the map information in the map information database 21, and the control means 2 searches the map information database 21 for the map information of the district where the searched article exists (S116). The display device 3 displays a map of the district where the property is located (S117), and furthermore, a predetermined mark (a mark such as a circle, an arrow, and a cross) indicating the location of the searched property is displayed. It is displayed on the map (S118).
[0096]
Further, if the worker SE exists in a property near the property corresponding to the acquired telephone number, the position of the worker is superimposed on the displayed map (S119).
[0097]
If the telephone number received and acquired from the property 201 is not stored in the telephone number-property information table (S113), the control means 2 is in an area corresponding to the acquired telephone number, A relatively large area on the map is searched (S120). For example, a relatively large area covering the area code included in the acquired telephone number is searched, and the searched relatively wide area is displayed on the display means 3 as a map (S121).
[0098]
If the acquired telephone number is not stored in the correspondence table and a property corresponding to the non-stored telephone number is found later (S122), the non-stored telephone number is used. Is stored in the telephone number-property information storage means (S123).
[0099]
Next, an operation of specifying a property based on the abnormality information received from the fire receivers installed in the properties 202, 203 and 204 in the above embodiment will be described.
[0100]
This operation is a detailed operation of steps S43, S45, and S21 in FIG.
[0101]
FIG. 9 is a flowchart illustrating an operation of specifying a property based on the abnormality information received from the fire receiver in the above embodiment.
[0102]
First, the customer service server 10 receives, via the ISDN, abnormal information from at least one of a plurality of fire receivers (fire receivers installed in a plurality of properties 202, 203, and 204, respectively) ( S131), receives and captures the abnormality information from the fire receiver (S132), and the customer service server 10 performs a display to that effect.
[0103]
A telephone number is acquired from the acquired abnormal information (S133), and based on the acquired telephone number, the same operation as that in the flowchart of FIG. 8 becomes possible. As in step S114, information on the property is obtained from the correspondence table. (S134), and displays the information on the specified property as in step S115 of FIG. 8 (S135), and maps the searched property to correspond to steps S117 to S119 of FIG. Is displayed on the display means 3 (S136). Note that the telephone number may be obtained assuming that it is a connection destination of the dedicated line.
[0104]
According to the above embodiment, when a telephone call is received from a customer, a telephone number is received, and based on the received telephone number, a target property can be easily specified, and prompt response to an emergency can be achieved. Can be. In this case, since the specified customer is displayed on a map, the location of the customer can be easily grasped.
[0105]
Further, according to the above embodiment, even if the telephone number is not registered, it is possible to specify the district where the article is likely to be based on the telephone number.
[0106]
Furthermore, according to the above embodiment, even when the abnormality information is received from the fire receiver connected to the network, the property can be specified in the same manner as described above, and a map around the property is located. Can be displayed.
[0107]
Then, according to the above embodiment, by specifying the property, it is possible to specify the history of past emergency response, periodic inspection, and the like.
[0108]
Further, according to the above embodiment, when displaying the map, the position of the SE existing in the nearby property is displayed, so that the SE can be promptly dispatched to the site.
[0109]
The customer service server 10 uses a CTI (Computer Telephony Integration) function at the time of an inquiry from a customer or a report from a fire receiver as a terminal device, thereby quickly detecting a target property and promptly responding to an emergency. And the time for specifying the target property can be reduced.
[0110]
Further, by referring to the past history, it is possible to support the corresponding work. When the past information is referred to as an emergency response, the event log of the customer service server 10 may be referred to.
[0111]
According to the above embodiment, since the map of the district where the searched article is located and the mark indicating the position of the searched article are displayed, the searched article can be quickly detected, Emergency response can be made quickly.
[0112]
Further, according to the above embodiment, since the history is referred to, it is possible to support the corresponding operation.
[0113]
Furthermore, according to the above embodiment, the CTI function is used at the time of an inquiry from a customer or a report from a fire receiver as a terminal device, so that a target property can be quickly detected and an emergency response can be made promptly.
[0114]
In the operation of the above-described embodiment, an operation in a case where the terminal device 301 at the destination retrieves information on a predetermined property from the customer service server 10 will be described.
[0115]
This operation is performed, for example, in step S34 in FIG. 4, but is also performed when the SE connects to the customer service server 10 from a destination such as the building 201.
[0116]
FIG. 10 is a flowchart showing the operation in the case where the terminal device 301 at the destination retrieves information on a predetermined property via the customer service server 10 in the above embodiment.
[0117]
The SE connects the terminal device 301 to the network NW from a destination (S91), accesses the customer service server 10 via the network NW (S92), and requests information on a predetermined property (S93).
[0118]
Here, when accessing the customer service server 10, the SE inputs a user ID, a password, and the like via the terminal device 301, and is authenticated by the customer service server 10.
[0119]
In the customer service server 10, the receiving unit 1 receives a request for information on a predetermined property from the terminal device 301 at the destination via the network NW (S94).
[0120]
Then, the control unit 2 extracts information on the predetermined property (desired property) from the information on the property stored in the memory M1 (the information stored in the customer basic information database DB22 or the like) ( S95). The transmitting unit 4 transmits the extracted information on the property to the terminal device 301 at the destination (S96).
[0121]
Here, the customer service server 10 determines whether or not information on a predetermined property can be acquired based on the user ID of the SE or the like. In this case, there are a level of judging the person in charge as the protection of the information on the property and a level of judging the qualification of the SE. In the case of emergency response, only the judging of the qualification is sufficient.
[0122]
Then, the SE receives the information on the property transmitted from the customer service server 10 (S97), and displays the received information on the property on the display device provided in the terminal device 301 (S98).
[0123]
According to the above-described embodiment, the SE can surely and quickly see information on a required property from a destination.
[0124]
Further, according to the above-described embodiment, since it is not necessary for the SE to carry information on the property, information can be centrally managed, such as correction of information and subscription, that is, information can be shared.
[0125]
In addition, the information on the above-mentioned property may be any one of the periodic inspection history information and the emergency response history information or a combination thereof, or may be a combination of the above one or a combination of the above and other information. It is preferable that the information can be information, and that it is possible to extract and provide information on a specific property.
[0126]
Next, a description will be given of an operation in a case where the SE is on the go and uses information on products.
[0127]
This operation is also performed, for example, in the step S34 in FIG. 4, but similarly to the operation in FIG. 8, it is possible to connect to the customer service server 10 from other necessary places.
[0128]
FIG. 11 is a flowchart showing an operation in the case where the terminal device 301 at the destination retrieves information on a predetermined product from the customer service server 10 in the above embodiment.
[0129]
The SE connects the terminal device 301 to the network NW from a destination (S101), accesses the customer service server 10 via the network NW (S102), and requests information on a predetermined product (S103).
[0130]
Here, when accessing the customer service server 10, the SE inputs a user ID, a password, and the like to the terminal device 301 as in the case of FIG.
[0131]
In the customer service server 10, the receiving unit 1 receives an information request on a predetermined product from the terminal device 301 at the destination via the network NW (S104).
[0132]
Then, the control unit 2 extracts information on the predetermined product (desired product) from the technical information database DB30 on the products stored in the memory M1 (S105). The transmitting unit 4 transmits the information on the extracted product to the terminal device 301 at the destination (S106). Here, similarly to the case shown in FIG. 4, the customer service server 10 determines whether or not information on a predetermined product can be acquired based on the user ID of the SE or the like. This is sufficient in the case of qualification determination as protection of information on products.
[0133]
Then, the SE receives the information on the product transmitted from the customer service server 10 (S107), and displays the received information on the product on the display device provided in the terminal device 301 (S108).
[0134]
Further, when the request for the information on the product is made consecutively to the request for the information on the property, the customer service server 10 determines the equipment installed in the property, and the requested product corresponds to the equipment. It may be determined whether or not this is the case. Thus, it is possible to prevent the customer service server 10 from transmitting irrelevant information and stop information leakage.
[0135]
According to the above-described embodiment, the SE can surely and quickly view information on a required product from a destination.
[0136]
Further, according to the above embodiment, since the SE does not need to carry information on the product, it is possible to centrally manage the information such as correction of information, subscription, etc., and therefore, information other than the information held only by individuals. Can be shared.
[0137]
The information on the above products can be any or combination of technical materials, instruction manuals, construction manuals, and inspection standards, or information that combines any other information with any or combination. It is preferable that technical information can be provided.
[0138]
It is preferable that information on a store for parts procurement can be referred to the terminal device on the go, in addition to information on the property and information on the product. That is, as an operation from the destination, the terminal device 301 from the destination connects to the customer service server 10 and stores located in a predetermined area centered on the location of the property (or the current location of the SE). It is preferable to display.
[0139]
In this case, the location information of the store useful for parts procurement is always stored in the memory M1 of the customer service server 10 as the store information as a part of the map information database DB21, and the map information is acquired on the location of the property to be visited. A store existing in the area of the map information may be extracted from the store information, and a map indicating the position of the store may be displayed together with the map information.
[0140]
When displaying the location of the store, if the types of parts and the like sold, for example, materials, electric wires, stationery, electric appliances, and the like can be distinguished from each other by predetermined marks, SEs to be quickly arranged are required. Can grasp a store from which a desired part can be obtained just by looking at a map on the terminal device 301. If such a store can be registered from the terminal device 301 to the customer service server 10 from the destination, the setting of the newly discovered store can be registered as a database on the spot without postponing. Can be convenient.
[0141]
The customer service server 10 checks whether or not the terminal device 301 requesting the information is legitimate with a password or the like to prevent inadvertent leakage of the information. In this case, who, when, Save a log of what information you saw or downloaded. In particular, it is meaningful to store logs for special technical information such as accident information and countermeasures.
[0142]
Further, the customer service server 10 confirms the position of the mobile terminal device 301, and executes an operation such as not transmitting information unless the radius is within the center of the property and within several tens of meters, for example. It is possible to prevent unnecessary information from being sent to those who do not.
[0143]
According to the above-described embodiment, if a customer service server 10 for performing various services is installed using a network such as the Internet and a terminal device is connected to the Internet or the like at a destination, various information can be provided.
[0144]
According to the above embodiment, it is possible to refer to the customer information from the destination, and therefore, it is possible to support the corresponding operation at the destination.
[0145]
Further, according to the above-described embodiment, it is possible to refer to the technical information from the destination, and therefore, it is possible to support the corresponding work at the destination.
[0146]
[Automatic schedule creation]
Next, an operation of creating a schedule for visiting a customer in the above embodiment will be described.
[0147]
Although the above SE can be used for the visit schedule, the visit schedule is useful for creating a schedule when a salesperson visits a property to be a customer. The customer service server 10 has a function of supporting creation of a visit schedule. ing.
[0148]
When creating a visit schedule, first, a map of the district is displayed, and then a required property is selected and a visit schedule is created. This operation is not included in the operations shown in FIGS.
[0149]
FIG. 12 and FIG. 13 are flowcharts showing operations in automatically creating a visit schedule in the above embodiment.
[0150]
The sales representative accesses the customer service server 10 from the terminal device 303 via a network such as a WAN or a LAN cable C1 at a sales office (S141). Then, the sales representative selects the district or property in charge through the terminal device 303 (S142), and the customer service server 10 receives a map or property selection request via the WAN or the LAN cable C1 (S143). ).
[0151]
The customer service server 10 searches the map information database DB21 stored in the memory M1 for map information of a necessary district, and the control means 2 reads a map of the district (S144), and at the same time, searches for a map of the district. The existing property is extracted, the control unit 2 reads the location where the property is present (S145), and transmits these to the terminal device 303 (S146).
[0152]
Here, when specifying the district and the property, it is sufficient to simply specify the property to be visited by the sales representative, but after selecting the district, all the properties and sales representatives included in the range are selected. It is also possible to select all the properties in charge at once, and in this case, it is convenient if individual properties can be individually deleted even if they are selected collectively.
[0153]
In addition, the map information of the district and the location information of all the properties in the district are transmitted from the customer service server 10 to the terminal device 303, and all the properties relating to the district are displayed regardless of the presence or absence of the visit. It is possible to broaden the business correspondence of the salesperson, for example, by recognizing a property that has not been done and by visiting a property nearby. Then, when displaying the position of the property on the map, it is convenient to prepare a plurality of predetermined marks to distinguish whether or not a visit is selected, whether or not the property is in charge, and the like.
[0154]
Then, the salesperson receives the map information transmitted from the customer service server 10 and the position information of the property (S147), and displays the map on the display device of the terminal device 303 (S148).
[0155]
As described above, by displaying the map indicating the position of the property from the customer service server 10 to the terminal device 303, the salesperson can grasp the property near the property other than the desired property, It is also possible to make aggressive decisions such as incorporating as a visit destination.
[0156]
In addition, it is possible to switch the display from the map display once displayed on the terminal device 303 to a map of another district. In this case, the process returns to the initial step S142 and another district may be selected. Here, when selecting a district, a district other than the district in charge of the sales representative may be selected.
[0157]
As described above, a required property is selected from the state in which the positions of the plurality of properties are displayed on the map on the terminal device 303, and a visit schedule is created (S151).
[0158]
The salesperson selects the property to be visited while adding or deleting the necessity of each property that is displayed on the display device of the terminal device 303 and whose necessity is distinguished by a predetermined mark. (S152). The salesperson sets a visit time as needed (S153), inputs a schedule creation to the terminal device 303, and requests the customer service server 10 to create a schedule for the selected property (S154).
[0159]
Upon receiving the schedule creation input to the terminal device 303 (S155), the customer service server 10 calculates the distance between the selected combinations of the plurality of properties on the map of the corresponding area, and calculates the calculated distance. The travel time is calculated based on the distance (S156). At this time, if the information of the starting point of the sales person or the like of the salesperson is required, the calculation is performed including the information of the starting point.
[0160]
Here, the travel time can be calculated based on a straight-line distance between two points on a map between properties or a travel distance when traveling between two points along a road. The travel time can be calculated by dividing the distance calculated in this way by the travel distance per unit time, and in the case of the travel distance, the type of road along the road (main highway, side road, etc.). The moving amount per unit time may be multiplied by a coefficient, so that the accuracy of the calculated moving time is increased.
[0161]
The order in which a predetermined number of properties are moved is determined based on the calculated travel time between properties (S157). In this case, for example, it is possible to calculate the total of the travel times for all the combinations of the travel orders, and select the travel route having the shortest travel time.
[0162]
Here, when selecting a movement route, the selection method may be changed according to the number of properties. For example, if the number of properties is several, the sum of the travel times of all combinations is calculated. If the number is more than 20 to 30, the number of combinations is too large. By using this, the shortest time may be calculated.
[0163]
As described above, the movement route when the user selects to visit all of the properties is transmitted to the terminal device 303 (S158). Then, the terminal device 303 that has received the travel route displays the map and the travel route simultaneously (S159). In this movement route display, for example, based on the above calculation, the order of visits to each property is shown from the starting point of the business office or the like. Can be shown.
[0164]
It is preferable that such a map display and a movement route display are switched so that a desired display is selectively displayed on the front by a so-called window display as a display form in which a sheet is overlaid on a screen. In addition, it is also possible to add or remove a property to the created travel route. For example, in a state where map display is selected, the process returns to step S152, and a schedule creation input can be performed again.
[0165]
In addition, it is possible to change the order of visits so that the display of the created travel route is made so that the visit is made on a route other than the shortest travel route. For example, when the user wants to visit a specific property at an early or late time during the day, or to set the order of the visiting destination, the user inputs a correction of the travel route display (S160), and the customer service server 10 re-enters. The calculation is performed (S161), the corrected travel route is transmitted to the terminal device 303 (S162), and the process returns to step S159 to display the corrected travel route on the display device of the terminal device 303. Furthermore, the remaining movement route may be recalculated by fixing the order of the specific portion.
[0166]
Then, when the schedule is input to the terminal device 303 (S163), the created schedule is registered in the memory M1 of the customer service server 10 (S164). By registering this visit schedule, the business schedule of the salesperson is set. be able to. The time during which the salesperson stays at the property to be visited can be set to a predetermined time. However, when the SE performs an inspection work on the facilities, it is necessary to individually set the required time for each property.
[0167]
[SE location confirmation operation]
Next, an operation of the customer service server 10 in arranging an SE for a predetermined property in the above embodiment will be described.
[0168]
This operation can be executed, for example, in the step S15 shown in FIG. 4, and is also used when the reception manager arranges not only the SE but also a sales person or the like as necessary.
[0169]
FIG. 14 is a flowchart showing the operation in the case where the current position of the SE or the like is confirmed and a dispatch request to the site is made.
[0170]
First, the customer service server 10 reads the map information of the corresponding district from the map information database DB21 based on the position information of the specific property, and displays the map information on the display unit 3 (S171). This operation can be executed when a property is specified by a call by telephone call and moves in step S21 shown in FIG. 4. In addition, a district is selected by a confirmation of the property by telephone call performed by a receptionist. Then, it may be displayed and the position of the property may be specified.
[0171]
Then, the receptionist performs a position confirmation input of the terminal device 301 on the go to the customer service server 10 (S172). In this case, the outgoing terminal device 301 is not limited to the SE or the notebook computer carried by the salesperson, but may be a mobile phone including a PHS. The customer service server 10 can acquire the current location of the SE or the salesperson via the GPS satellite 401 or the PHS location information center 402 (S173).
[0172]
Based on the acquired SE or the position information of the salesperson, the customer service server 10 displays the SE or the salesperson present within the display range with a predetermined mark, together with the map display where the property exists ( S174). In this display, the SE and the salesperson should be distinguished by a mark or the like, and should be distinguished from the location of the property along with the travel route. Further, the personal name may be displayed together with the mark, or the personal information may be displayed by an operation of displaying information separately from the mark.
[0173]
Further, at this time, the customer service server 10 calculates the distance and travel time of the property on the map display with the SE or the sales representative within the range (S175). Thus, by determining and displaying the nearest SE or the like, it is possible to determine the nearest SE or the like for a property requiring urgent arrangement. Based on this result, the rank may be displayed on the map display as it is. In addition, the travel time from the work end time is calculated for the SE based on the schedule registered in the memory M1, and the SE is reached in the shortest time. You can also choose an SE that can.
[0174]
From this result, the receptionist can specify the SE or the like to arrange, arrange an emergency visit to the property (S176), and can directly contact the SE by telephone or the like, and the customer service server. By performing an emergency arrangement input to the input unit 10 via the input unit 5, an e-mail is transmitted in a predetermined format including the position of the displayed property name, address, and the like, whereby the contact can be made (S177).
[0175]
By such an operation, not only can the customer service server 10 grasp the position of the predetermined property, but also when the dispatch of the SE or the like is urgently arranged, the SE or the like existing in the vicinity can be grasped. Yes, you can request a dispatch to the site. This operation can be performed in the part of the dispatch request in step S31 shown in FIG.
[0176]
In addition to the above operation shown in FIG. 14, at the time of displaying each map in this embodiment, the customer service server 10 reads out the map information of the district, and at the same time, searches for a property existing within the range. In addition to extracting the position information of the relevant property, acquire each SE and the current position of the sales representative, etc., extract the SEs and the like existing within the range, distinguish them by predetermined marks, and display them on a map. It may be.
[0177]
According to the above embodiment, the position of the property (building) as a customer is displayed on the map, which is convenient when visiting the customer, and also allows the user to check the surroundings in advance even when urgently rushing. Useful.
[0178]
Also, according to the above embodiment, the travel time to the property is calculated based on the travel distance to the property position, or the travel time is calculated directly. Can be moved to.
[0179]
Furthermore, according to the above-described embodiment, the moving distance is determined along the distance of the route between two predetermined properties, so that a relatively realistic distance can be grasped, not just a linear distance. .
[0180]
Then, according to the above embodiment, since the conversion is performed by applying the unit time to the moving distance, a relatively realistic moving time can be grasped.
[0181]
Further, according to the above embodiment, the travel distance or travel time between all the properties is calculated, and then the shortest distance or the route that can be connected in the shortest time is selected, so that a visit plan can be easily made.
[0182]
Further, according to the above embodiment, since the displayed map shows the position of each property and the current position of at least one SE, the position of the SE can be recognized. Instructions can be given accurately, and in the event of an emergency, the nearest SE can be determined, enabling quick response to customers.
[0183]
Then, according to the above embodiment, the SE can easily refer to the property information in his / her area of responsibility.
[0184]
Further, according to the above-described embodiment, by adding CTI to the map information, the position of the customer having the contact information can be quickly specified, and the customer can be promptly arranged.
[0185]
The “CTI” is an abbreviation of computer telephony integration, and is a new communication system realized by integrating a computer with a telephone / communication device. A call center for receiving calls from customers is a typical application field, and CTI is indispensable for improving customer service and increasing productivity. Not only voice but also email and facsimile are being integrated.
[0186]
“Computer telephony” is a general term for technologies that provide new telephone services by fusing telephones and computers. By integrating a voice network such as an extension telephone network or a telephone network with a network such as a LAN, it is possible to easily construct an application for searching a customer database from a telephone number in a field such as telemarketing.
[0187]
Specifically, a method in which a personal computer equipped with a telephony board is also used as a telephone, by connecting a LAN customer service server 10 to a private branch exchange (PBX), And the like.
[0188]
Using a GUI (Graphical User Interface) of a personal computer, a telephone can be displayed on a screen, and a telephone call can be made when necessary from an application such as a database or an e-mail.
[0189]
By the above operations, the customer service server 10 transmits and receives information from the site while managing various types of information, and the customer service system CSS1 provides the general property 202 having the transfer function, the automatic fire alarm with the crime prevention function. A plurality of fire receivers equipped with an interface (not shown) for transmitting state information installed in a property such as the facility 203 and the automatic fire alarm facility 204 with a spread automatic test function are provided via a dedicated line by ISDN. Centrally connected to the customer service server 10, the status information of the fire receiver in each property is received, and the terminal device 301 of the related destination, the terminal device 302 of the cooperating company, and the terminal device 303 of the business office together with the traveling route. Are connected to the customer service server 10 via the LAN or the Internet NW. The information to be aggregated into Bisusaba 10 it is possible to incorporate the relationship each place of the terminal equipment.
[0190]
Aggregating and distributing information to the customer service server 10 has the advantage that information management can be performed comprehensively. The plurality of fire receivers transmit and receive status information and the like to the customer service server 10. It is only necessary to perform the communication with the customer service server 10 by the terminal device, and thereby, it is possible to refer to the information of a number of fire receivers. Restrictions on information that can be handled can be centrally managed in the customer service server 10.
[0191]
Further, the customer service server 10 is installed at the customer service center 100, and from many general properties 201 including the property 202 and the like, it is possible to receive telephone calls to the customer service center 100. Can be easily performed to the necessary terminal device 301 or the like.
[0192]
【The invention's effect】
According to the present invention, at the time of an inquiry from a customer or a report from a fire receiver as a terminal device, information on a target property can be grasped more quickly, and an effect that an emergency response can be made more quickly can be obtained. Play.
[Brief description of the drawings]
FIG. 1 is a diagram showing an overall image of a customer service system CSS1 having a customer service server 10 according to an embodiment of the present invention.
FIG. 2 is a block diagram showing a specific example of the customer service server 10 according to the embodiment.
FIG. 3 is a diagram showing a specific example of a memory M1 in the embodiment.
FIG. 4 is a flowchart showing an operation at the time of handling a call in the embodiment.
FIG. 5 is a flowchart showing an operation of notifying from the fire receiver when a failure occurs when the automatic test function of the fire receiver is executed in the embodiment.
FIG. 6 is a flowchart showing an operation of calling an ID from the customer service server 10 to each fire receiver in the embodiment.
FIG. 7 is a flowchart showing an operation when a recovery operation is input from the customer service server 10 to an individual fire receiver in the embodiment.
FIG. 8 is a flowchart showing an operation of specifying a property based on a telephone number in the embodiment.
FIG. 9 is a flowchart showing an operation of specifying a property based on abnormality information received from a fire receiver in the embodiment.
FIG. 10 is a flowchart showing an operation of the terminal device 301 at the destination to obtain information on a predetermined property via the customer service server 10 in the embodiment.
FIG. 11 is a flowchart showing an operation of the terminal device 301 at the destination to obtain information on a predetermined product from the customer service server 10 in the embodiment.
FIG. 12 is a flowchart showing an operation of automatically creating a visit schedule in the embodiment.
FIG. 13 is a flowchart showing an operation in automatically creating a visit schedule in the embodiment.
FIG. 14 is a flowchart showing an operation in a case where a current position such as an SE is confirmed and a dispatch request to the site is made.
[Explanation of symbols]
CSS1 ... Customer service system,
100 ... customer service center,
10. Customer service server,
1 ... receiving means,
2. Control means,
3 display means,
4 ... transmission means,
5 input means,
M1 ... memory,
201, 202… General property,
203… Automatic fire alarm with security function,
204… Automatic fire alarm with automatic test function
301: Terminal equipment on the go
302: terminal equipment of a cooperating company,
303: Terminal equipment of a sales office,
401 ... GPS satellite,
402 ... PHS location information center,
NW ... Internet.

Claims (8)

A telephone number-property information storage means for storing information on the property to be managed and a telephone number on the property in correspondence with each other;
Telephone number acquisition means for acquiring the telephone number of the called party when a call is received via a telephone line;
A property information search means for searching the telephone number-property information storage means for information on a corresponding property based on the obtained telephone number;
A customer service server comprising: In claim 1,
A customer service server comprising display means for displaying information on the property searched by the property information search means. In claim 1,
Map information storage means for storing map information;
Map information search means for searching the map information of the district where the searched article is located from the map information storage means;
Display control means for displaying a map of a district where the searched article is located, and displaying a predetermined mark indicating a position where the searched article is located on the map;
A customer service server comprising: In claim 1,
When the obtained telephone number is not stored in the telephone number-property information storage means, the map information search means is a means for searching a wide area on a map according to the obtained telephone number,
The customer service server, wherein the display control means is means for displaying a map corresponding to the wide area searched by the map information search means. In any one of claims 1 to 3,
The telephone number-property information storage means is a means for storing a correspondence table in which each of the plurality of fire detectors corresponds to a telephone number,
Via a predetermined network, receiving the abnormal information from at least one of the plurality of fire receivers, determining the fire receiver from the received abnormal information, based on the determined fire reception, A customer service having control means for obtaining a telephone number from the correspondence table, transmitting the obtained telephone number to the property information searching means, and displaying information on the property detected by the property information searching means. server. In any one of claims 1 to 5,
History information storage means for storing history information on past emergency response history or periodic inspection history;
History information extraction means for extracting corresponding history information from the history information storage means based on the property searched by the property information search means;
History information display means for displaying the extracted history information;
A customer service server comprising: In claim 3 or claim 4,
The customer service server, wherein the display control means is means for displaying a position of a worker present in a property near the property corresponding to the acquired telephone number on the displayed map. In claim 1,
If the acquired telephone number is not stored in the telephone number-property information storage means, and if the property corresponding to the telephone number not stored is found, the telephone number etc. A customer service server which stores the telephone number-property information storage means in association with the found property.

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