JP2005056280A - Window call system and method - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To avoid making a customer excessively wait in a shop, by enabling inquiry about a congestion state remotely without visiting the store, and reservation of a service at a specified date and time. <P>SOLUTION: Using a PC 201 or a portable terminal 202, the customer connects to a congestion state inquiry/reservation server 203, which is a management server in a center, via the Internet as a first network. The congestion state inquiry/reservation server 203 has a congestion calendar information file/DB 204 including a congestion index storage means, either internally or externally, and further connects to a queueing system 110 in each store via a line 207 as a second network. <P>COPYRIGHT: (C)2005,JPO&NCIPI

Description

  The present invention relates to a window calling method and system, and more particularly to a window calling method and system for inquiring congestion status and calling reservation.

  Traditionally, in financial institutions such as banks and post offices, administrative institutions such as city halls, and medical institutions such as hospitals, service users who want to receive services are concentrated in a specific time period, and services are not performed smoothly. Sometimes. In such a case, the organization providing the service designates the order of receiving the service to the service user, and issues a calling ticket to avoid the confusion of the service and the queue at the window. As such an apparatus or system, there is known a system for determining a sequence in which a customer is served at a plurality of service locations (see, for example, Patent Document 1).

  FIG. 1 is a schematic diagram showing a window calling system according to the background art of the present invention. The system includes a ticketing terminal 101, a reception management terminal 102, a queue system control device 103, a call operation unit (PAD) 104, a number display / voice call unit 105, and a window terminal 106.

  The ticket issuing terminal 101 usually has functions such as screen display (customer purpose selection), passbook / card reading, voice guidance, and receipt number tag printing for the customer, but there is no passbook / card reader and touch panel display. It can also be.

  The reception management terminal 102 has functions such as reception terminal screen control, setting of a reception terminal menu screen according to the characteristics of the store, setting of distribution conditions according to busyness, management of store visit history information, and display of queue status, etc. Have. On the other hand, the queue system control device 103 is a device for controlling the entire queue system 110, having functions such as queue management, queue-specific reception number numbering function, window-specific call PAD and number display device management. Depending on the queue system 110, the reception management terminal 102 can also be used as a control device by being software packaged.

The call operation unit 104 is normally installed at a window unit and operated when calling a customer (by pressing a call key). The operation result is notified to the queue system control apparatus 103. The number display / voice call unit 105, when called by the call operation unit 104, in response to an instruction from the queue system controller 103, calls voice guidance, reception number display, deletes the number from the queue, reception management terminal There is a function for notifying 102 of the fact of calling.
The window terminal 106 is installed at a window in the store, and displays a queue or customer information in cooperation with the reception management terminal 102. In some cases, a general PC is used for business such as accounting and information.

  When a customer visits a sales store, the reception device 101 is first operated. On the screen of the accepting apparatus 101, the purpose of visiting the store (for example, payment, payment, transfer, periodical, etc.) is displayed as a menu in advance, and the customer selects an item according to each purpose. The selected item is sent to the reception management terminal 102, and the queue system controller 103 uses the queue classification corresponding to the selected item (defined in the queue system controller 103 for each window number or window group) as a parameter. Request numbering.

  The queue system control apparatus 103 determines a queue corresponding to the selected item, performs queuing in the last order of the queue, performs numbering processing, and returns the result to the reception management terminal 102. The reception management terminal 102 returns the numbering result to the reception device 101 being operated by the customer. The receiving apparatus 101 prints out the number that has been numbered on a number tag, prompts the customer to receive it, and enters a state where the next customer can be received (idle). (During this time, the reception management terminal 102 refers to a built-in or external database using the passbook or cash card information sent from the reception device 101 at the time of reception as a key. It is also possible to acquire and store detailed information).

  In addition, the reception management terminal 102 has a function of managing exchanges related to reception and ticketing between the reception device 101 and the queue system control device 103 as a queue list, and information on customers who have received the reception ( (Reception number, purpose of visit, reception time, customer name, other customer attribute information, etc.) as element information constituting a list, and a function to be displayed on a monitor attached to the reception management terminal 102, and the information display terminal 106 It has a function of sending the list information (or periodically acquiring it from the information display terminal 106) and displaying the list on the monitor of the information display terminal 106. With this function, an operator or an administrator can refer to the degree of congestion in a sales office and what attributes customers are currently waiting for.

  When an arbitrary customer is selected from the list in the information display terminal 106, the customer detailed information and the sales information with reference to a built-in or external database with basic information (store number, account number, CIF number, etc.) about the customer as a key Can be read and displayed on the detailed information display screen. With this function, various information related to the customer can be grasped in advance before the customer at the store comes to the counter, so that smoother response and sales are possible.

  Next, a description will be given of a mechanism for calling a customer who is waiting in turn in a store lobby after receiving a number tag. When the operator calls the next customer, first the key of the call operation unit 104 is pressed. As a result, when information indicating that the call operation has been performed is notified from the call operation unit 104 to the queue system control device 103, the queue system control device 103 sets the ID (corresponding to an operator) of the operated call operation unit 104. The number at the head of the corresponding queue is taken out and notified to the number display / voice call unit 105.

  The number display / voice calling unit 105 displays this number on the number display unit 105 and makes a voice call such as “customer x-number, come to number y counter”. In addition, the queue system control apparatus 103 notifies the reception management terminal 102 of the number that made the call, and the reception management terminal 102 deletes this number and accompanying customer information from the queue list managed internally, and The list information is updated (call customer information is deleted) for the display terminal 106.

JP 2002-740006 A

  However, in the conventional technology store system, the service is started when the customer visits the store and issues a ticketing operation, and the customer performs the ticketing operation from a place other than the store in advance before visiting the store. Even if it was time and time when congestion was expected, it was not possible to wait for the service without actually going to the store. For this reason, even if the time to visit the store is predetermined, there is a problem that the customer has to wait for the turn at the store.

  The present invention has been made in view of such problems, and the object of the present invention is to make it possible to make a reservation of a service at a specified date and time by inquiring about the congestion status of the store remotely without going to the store. Accordingly, it is an object of the present invention to provide a window calling system and method for improving customer satisfaction without causing a customer to wait excessively in a store.

  In order to achieve the above object, according to the present invention, a window calling system according to the first aspect of the present invention comprises call number numbering means for numbering call numbers in order to specify the order in which services are provided. One or a plurality of window call servers, including call number storage means for storing numbered call numbers, and call number notification means for notifying call numbers that have arrived in the order in which services are provided. Or a management server including a congestion index storage means for storing a congestion index determined in advance in the window calling server, which indicates a congestion status for each service date and time for each of the plurality of window calling servers. Call system.

  According to a second aspect of the present invention, there is provided the window calling system according to the first aspect, wherein the customer calls the window calling server for inquiring about the congestion status of the service, the terminal input means for inputting the date and time, and the first network. And a terminal communication means for transmitting an inquiry request for requesting a service congestion status inquiry from the customer and receiving a response to the inquiry request, and the management server includes the customer terminal via the first network. The first communication means that communicates with the client, and the congestion index is read from the congestion index storage means based on the inquiry request received from the customer terminal by the first communication means, and the congestion status at the date and time in the window calling server based on the congestion index And a congestion status answering means for transmitting the congestion status calculated by the first communication means to the customer terminal. .

  The invention described in claim 3 is the window calling system according to claim 2, wherein each of the one or more window calling servers communicates with the management server via the second network; In response to a request transmitted from the management server and received by the call server communication means every predetermined period, a waiting customer number answering means for transmitting the number of waiting customers waiting for service at a predetermined date and time to the management server by the call server communication means The management server includes a second communication means for communicating with the one or more window calling servers via the second network, and the number of waiting customers received from each of the one or more window calling servers Waiting time storage means for calculating and storing the waiting time from the congestion index read from the congestion index storage means, and responding to the waiting time request from the customer terminal. And waiting time transmission means for reading the waiting time from the waiting time storage means and transmitting the waiting time to the customer terminal by the first communication means, and the customer terminal sends the service waiting status inquiry request to the management server via the first network. And waiting time inquiry means for receiving the waiting time at a predetermined date and time.

  According to a fourth aspect of the present invention, in the window calling system according to the first aspect, the customer calls a window calling server to which a service is to be reserved, terminal input means for inputting the date and time, and management via the first network. A management server further comprising a terminal communication means for communicating with the server; and a reservation request means for transmitting a service reservation request by the terminal communication means, receiving a response to the service reservation request, and displaying the result. The first communication means for communicating with the customer terminal via the first network, the reservation result storage means for storing the service reservation result for each of the one or more window calling servers, and the first communication means The reservation result read from the reservation result storage means and whether or not the reservation request received from the customer terminal can be reserved is read from the congestion index storage means Determined based on the coarse index, by the first communication means a determination result, further comprising a reservation judgment means for transmitting to the customer terminal.

  According to a fifth aspect of the present invention, in the window calling system according to the fourth aspect, the management server communicates with one or a plurality of window calling servers via the second network; The waiting time is calculated from the number of waiting customers transmitted in response to the request and the congestion index read from the congestion index storage means by transmitting a request for the number of waiting customers to each of the one or a plurality of window calling servers by the two communication means. A waiting time storage means for calculating and storing the waiting time, and a numbering request for a reservation within a predetermined time of the reservation information read from the reservation result storage means by reading the waiting time from the waiting time storage means And automatic numbering storage means for receiving and storing the numbering result transmitted by the two communication means, and each of the one or more window calling servers is managed via the second network. Call server communication means for communicating with the server, and call server communication to the management server for the number of customers waiting for service at a predetermined date and time in response to a request transmitted from the management server and received by the call server communication means at predetermined intervals A waiting customer number answering means for transmitting by means, and a numbering means for assigning a call number corresponding to a reserved service in response to a numbering request from the management server and transmitting it to the management server by a call server communication means; Is further included.

  According to a sixth aspect of the present invention, in the window calling system according to the fifth aspect, the customer terminal transmits a confirmation request for the reserved service by means of the terminal communication means, and the terminal confirmation result corresponding to the confirmation request is transmitted to the terminal. A reservation confirmation means for receiving and displaying by the means, and the management server, when the reservation confirmation requested reservation is already numbered as a reservation confirmation result, the call numbered from the automatic number storage means It further includes a reservation confirmation reply means for reading the number and transmitting it to the customer terminal by the first communication means, and for reading the reservation result from the reservation result storage means and transmitting it by the first communication means when the number is not assigned. Features.

  The invention according to claim 7 is the window calling system according to claim 5, wherein when the call number is assigned, the management server reads the call number from the automatic number storage means, and the call number is assigned. It further includes call number transmitting means for transmitting to the customer terminal of the customer who has been sent by the first communication means.

  The invention according to claim 8 is the step of numbering call numbers in order to designate the order in which the call number numbering means provides the service in each of the one or more window calling servers, and the call number storage A window calling method comprising: a step of storing a call number assigned by a means; and a step of notifying a call number that has arrived in an order in which the call number notification means provides a service. The congestion index indicating the congestion status for each service date and time for each call server is determined in advance at the window calling server, and the management server includes a congestion index storage step for storing the determined congestion index in the congestion index storage means. Features.

  The invention according to claim 9 is the window calling method according to claim 8, wherein at the customer terminal, the customer inputs the window calling server and the date and time for which the service congestion status is to be inquired by the terminal input means, The terminal communication means transmits a query request for requesting a service congestion status query from the customer via the first network and receives a response to the query request. In the management server, the client communicates with the customer via the first network. Based on the inquiry request received from the customer terminal, the congestion status answering unit reads the congestion index from the congestion index storage unit based on the inquiry request received from the customer terminal, and the congestion at the date and time in the window calling server based on the congestion index. And a step of calculating the situation and transmitting the calculated congestion situation to the customer terminal.

  A tenth aspect of the present invention is the window calling method according to the ninth aspect, wherein the waiting customer number answering means is transmitted from the management server every predetermined period in each of the one or more window calling servers. In response to the received request, a step of transmitting the number of waiting customers waiting for service at a predetermined date and time by a call server communication means that communicates with the management server via the second network; From the number of waiting customers received from each of the one or more window calling servers by the second communication means for communicating with one or more window calling servers via the network, and the congestion index read from the congestion index storage means The waiting time is calculated and stored in the waiting time storage means, and the waiting time transmission means waits from the waiting time storage means in response to the waiting time request from the customer terminal. A step of reading the time to the customer terminal by the first communication means, and in the customer terminal, the waiting time inquiry means sends a service wait status inquiry request to the management server via the first network, and a predetermined date and time And a step of receiving a waiting time.

  The invention according to claim 11 is the window calling method according to claim 8, wherein the customer terminal is input with the window calling server and the date and time on which the customer intends to reserve the service by the terminal input means, The requesting unit transmits a service reservation request by a terminal communication unit that communicates with the management server via the first network, receives a response to the service reservation request, and displays the result. In the management server, The reservation result of the service is stored in the reservation result storage means for each of the one or more window calling servers, and the reservation determination means is connected from the customer terminal by the first communication means that communicates with the customer terminal via the first network. The reservation result read from the reservation result storage means and whether or not the reservation request received can be reserved and the mixture read from the congestion index storage means. It determined based on the index, the determination result, characterized in that it further comprising a step of transmitting to the customer terminal.

  The invention according to claim 12 is the window calling method according to claim 11, wherein the management server uses the second communication means for communicating with one or a plurality of window calling servers via the second network. A waiting time is calculated by sending a waiting number request to each of one or more window calling servers and calculating the waiting time from the number of waiting customers received in response to the request and the congestion index read from the congestion index storage means. Stores in the storage means, reads the waiting time from the waiting time storage means, and transmits a numbering request for the reservation within the predetermined time out of the reservation information read from the reservation result storage means to the window calling server by the second communication means In the step of receiving the numbering result and storing it in the automatic numbering storing means, and in each of the one or more window calling servers, the waiting customer number answering means In response to a request transmitted from the server and received by the call server communication means, the number of customers waiting for service at a predetermined date and time is transmitted to the management server by the call server communication means communicating with the management server via the second network. The numbering means further comprises a step of assigning a call number corresponding to a reserved service in response to a numbering request from the management server and transmitting the number to the management server by the call server communication means. And

  The invention according to claim 13 is the window calling method according to claim 12, wherein in the customer terminal, the reservation confirmation means transmits a confirmation request for the reserved service by the terminal communication means, and the confirmation request is received. The step of receiving and displaying the corresponding reservation confirmation result by the terminal communication means, and in the management server, when the reservation confirmation answering means has already been numbered as the reservation confirmation result for the reservation requested for reservation confirmation, automatic collection is performed. The call number assigned from the number storage means is read and transmitted to the customer terminal by the first communication means, and when the number is not assigned, the reservation result is read from the reservation result storage means and transmitted by the first communication means. And a step of performing.

  The invention according to claim 14 is the window calling method according to claim 12, wherein in the management server, when the call number transmitting means assigns the call number, the call number is received from the automatic number storage means. It is further characterized by further comprising a step of reading and transmitting to the customer terminal of the customer whose call number is assigned by the first communication means.

  The invention according to claim 15 is the step of numbering call numbers in order to designate the order in which the call number numbering means provides the service in each of the one or more servers, and the call number storage means A window calling method comprising a step of storing a numbered call number and a step of notifying a call number that has arrived in an order in which the call number notification means provides a service, each of one or more servers A congestion index storing step of determining a congestion index indicating a congestion status for each service date and time in a server in advance and storing the determined congestion index in a congestion index storage means.

  The invention according to claim 16 is the window calling method according to claim 15, wherein at the customer terminal, the customer inputs the window calling server and the date and time to inquire about the congestion status of the service by the terminal input means, The terminal communication means transmits a query request for requesting a service congestion status query from the customer via the first network and receives a response to the query request, and received from the customer terminal via the first network. Based on the inquiry request, the congestion status reply means reads the congestion index from the congestion index storage means, calculates the congestion status at the date and time in the server based on the congestion index, and transmits the calculated congestion status to the customer terminal And further comprising.

  The invention according to claim 17 is the window calling method according to claim 16, wherein the waiting customer number answering means provides a service at a predetermined date and time for each predetermined period in each of one or a plurality of servers. The waiting time is calculated from the step of calculating the waiting customer number, the waiting customer number calculated in each of the one or more servers, and the congestion index read from the congestion index storage means, and stored in the waiting time storage means. The waiting time transmission means reads the waiting time from the waiting time storage means in response to the waiting time request from the customer terminal and transmits the waiting time to the customer terminal by the first communication means, and at the customer terminal, the waiting time inquiry means Transmitting a service wait status inquiry request through the first network and receiving a waiting time at a predetermined date and time. To.

  The invention according to claim 18 is the window calling method according to claim 15, wherein the customer terminal inputs the server and the date and time on which the customer intends to make a service reservation by the terminal input means, and the reservation request means Means for transmitting a service reservation request via the first network, receiving a response to the service reservation request, and indicating a result; and a service result for each of the one or more servers. The reservation determination means reads from the reservation result storage means whether the reservation request received from the customer terminal via the first network can be reserved, and the congestion index storage means. And determining based on the congestion index and transmitting the determination result to the customer terminal.

  The invention according to claim 19 is the window calling method according to claim 18, wherein the number of waiting customers waiting for service at a predetermined date and time in each of one or a plurality of servers is calculated every predetermined period, The waiting time is calculated from the number of waiting customers and the congestion index read from the congestion index storage means, stored in the waiting time storage means, the waiting time is read from the waiting time storage means, and the reservation information read from the reservation result storage means The method further comprises the step of assigning a call number corresponding to a reserved service for a reservation within a predetermined time and storing it in an automatic number storage means.

  The invention according to claim 20 is the window calling method according to claim 19, wherein in the customer terminal, the reservation confirming means transmits a confirmation request for the reserved service by the terminal communication means and responds to the confirmation request. The reservation confirmation result to be received and displayed by the terminal communication means, and when the reservation confirmation answering means has already been numbered as the reservation confirmation result for the reservation requested for reservation confirmation, it is taken from the automatic number storage means. Reading the called call number and transmitting it to the customer terminal via the first network, and reading the reservation result from the reservation result storage means and transmitting it via the first network when the number is not assigned. It is further provided with a feature.

  The invention according to claim 21 is the window calling method according to claim 19, wherein when the call number is assigned, the call number transmission means reads the call number from the automatic number storage means and The method further includes the step of transmitting via the first network to the customer terminal of the customer whose number is assigned.

  The invention according to claim 22 is a program for storing call number numbering means for numbering call numbers in order to designate the order in which services are provided, and for storing the numbered call numbers. In a management server that manages one or a plurality of window call servers that includes a call number storage means and a call number notification means that notifies a call number that has arrived in the order in which the service is provided, the congestion index storage means provides the service Call number numbering means for numbering call numbers in order to specify the order to be performed, call number storage means for storing numbered call numbers, and call numbers that have arrived in the order in which services are provided For each of the one or more window calling servers including the calling number notification means to be used, a congestion state determined in advance by the window calling server indicating the congestion status for each service date and time. And executes a step of storing the index.

  The invention according to claim 23 is the program according to claim 22, wherein in the management server, the congestion status answering means uses the first communication means for communicating with the customer terminal via the first network. Reads the congestion index from the congestion index storage means based on the congestion call inquiry request including the date and time when the customer wants to inquire about the service congestion status and the date and time at the window call server based on the congestion index. The method further comprises the step of calculating the congestion status at and transmitting the calculated congestion status to the customer terminal that has transmitted the congestion status inquiry request.

  The invention according to claim 24 is the program according to claim 23, wherein the management server uses one of the second communication means for communicating with one or a plurality of window calling servers via the second network. Alternatively, the waiting time is calculated from the number of customers waiting for service at a predetermined date and time received from each of a plurality of window calling servers and the congestion index read from the congestion index storage means, and stored in the waiting time storage means. The transmission means further executes a step of reading the waiting time from the waiting time storage means in response to the waiting time request from the customer terminal and transmitting the waiting time to the customer terminal by the first communication means.

  The invention according to claim 25 is the program according to claim 22, wherein in the management server, the reservation result of the service is stored in the reservation result storage means for each of the one or more window calling servers, and the reservation determination is made. Whether the means is capable of reserving a reservation request including a window calling server and a date and time when the service is received from the customer terminal by the first communication means communicating with the customer terminal via the first network. And further executing the step of transmitting the determination result to the customer terminal that has transmitted the reservation request, based on the reservation result read from the reservation result storage means and the congestion index read from the congestion index storage means To do.

  The invention described in claim 26 is the program according to claim 25, wherein the management server uses one second communication means for communicating with one or a plurality of window calling servers via the second network. Alternatively, a request for the number of waiting customers is transmitted to each of a plurality of window calling servers every predetermined period, and the number of waiting customers at a predetermined time received in response to the request and the congestion index read from the congestion index storage means The waiting time is calculated and stored in the waiting time storage means, the waiting time is read from the waiting time storage means, and the numbering request for the reservation within the predetermined time out of the reservation information read from the reservation result storage means is sent to the window calling server A step of receiving the calling number corresponding to the reserved service transmitted by the second communication means as the numbering result and storing it in the automatic number storing means It is characterized in.

  The invention according to claim 27 is the program according to claim 26, wherein the reservation that has been requested for confirmation is already taken as a reservation confirmation result for the confirmation request for the service reserved by the reservation confirmation reply means in the management server. If the number is assigned, the call number assigned from the automatic number storage means is read out and transmitted to the customer terminal by the first communication means. If the number is not assigned, the reservation result is received from the reservation result storage means. The step of reading and transmitting by the first communication means is further executed.

  The invention according to claim 28 is the program according to claim 26, wherein in the management server, the call number transmission means reads the call number from the automatic number storage means when the call number is assigned. The step of transmitting by the first communication means to the customer terminal of the customer whose call number has been assigned is executed.

  The invention as set forth in claim 29, call number numbering means for numbering call numbers in order to designate the order in which services are provided, call number storage means for storing numbered call numbers, A management server device that manages one or more window calling servers including call number notification means for reporting a call number that has arrived in the order in which services are to be provided, for each of the one or more window calling servers, The present invention is characterized by comprising a congestion index storage means for storing a congestion index determined in advance in the window calling server, which indicates the congestion status for each service date and time.

  The invention according to claim 30 is the management server device according to claim 29, wherein the first communication means for communicating with the customer terminal via the first network is received from the customer terminal by the first communication means. Based on the congestion status inquiry request including the date and time when the customer calls the service congestion status of the service, the customer reads the congestion index from the congestion index storage means, and the congestion at the date and time at the window call server based on the congestion index. It further comprises a congestion status answering means for calculating the situation and transmitting the calculated congestion status to the customer terminal that has sent the congestion status inquiry request.

  The invention according to claim 31 is the management server device according to claim 30, wherein the second communication means for communicating with one or more window calling servers via the second network, and one or more Waiting time storage means for calculating and storing the waiting time from the number of customers waiting for service at a predetermined date and time received from each of the window calling servers and the congestion index read from the congestion index storage means, and waiting from the customer terminal The apparatus further comprises waiting time transmission means for reading the waiting time from the waiting time storage means in response to the time request and transmitting the waiting time to the customer terminal by the first communication means.

  According to a thirty-second aspect of the present invention, in the management server device according to the twenty-ninth aspect, the first communication means for communicating with the customer terminal via the first network and each of the one or more window calling servers The service reservation result is stored in the reservation result storage means, and it is reserved whether or not the reservation request including the window calling server and the date and time for the service received from the customer terminal by the first communication means can be reserved. Reservation determination means for determining based on the reservation result read from the result storage means and the congestion index read from the congestion index storage means, and transmitting the determination result to the customer terminal that transmitted the reservation request by the first communication means. It is further provided with a feature.

  According to a thirty-third aspect of the present invention, in the management server device according to the thirty-second aspect, a second communication unit that communicates with one or a plurality of window calling servers via a second network, and a second communication unit The number of waiting customers at a predetermined time transmitted in response to the request by transmitting a request for the number of waiting customers to each of one or a plurality of window calling servers according to the request, and the congestion index read from the congestion index storage means The waiting time storage means for calculating and storing the waiting time from the waiting time, and the numbering request for the reservation within the predetermined time out of the reservation information read from the reservation result storing means by reading the waiting time from the waiting time storage means Automatic number storage means for receiving and storing a call number corresponding to a reserved service transmitted to the call server by the second communication means, And it features.

  According to a thirty-fourth aspect of the present invention, in the management server device according to the thirty-third aspect, when a reservation for which a confirmation is requested is already assigned as a reservation confirmation result for a confirmation request for a reserved service, automatic numbering is performed. The call number assigned from the number storage means is read and transmitted to the customer terminal by the first communication means, and when the number is not assigned, the reservation result is read from the reservation result storage means and transmitted by the first communication means. A reservation confirmation reply means is further provided.

  According to the invention of claim 35, in the management server device according to claim 33, when the call number is assigned, the call number is read from the automatic number storage means and the customer of the call number assigned is read. It further comprises call number transmission means for transmitting to the customer terminal by the first communication means.

  As described above, according to the present invention, call number numbering means for numbering call numbers in order to specify the order in which services are provided, and call number storage for storing numbered call numbers One or a plurality of window call servers including a means and a call number notification means for reporting a call number for which the service providing order has arrived, and congestion for each service date and time for each of the one or more window call servers And a management server including a congestion index storage means for storing a congestion index determined in advance at the window calling server indicating the situation, so that the store congestion status of the store can be inquired remotely without visiting the store. It becomes possible to provide a window calling system and method that do not cause customers to wait excessively in the store.

  Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings. The present invention broadly provides two embodiments: a congestion status inquiry function in a store and a window call reservation function. Among these, the congestion status inquiry function is calculated from the inquiry function that provides customers with the expected congestion level at the specified store and date and time, and the normally expected congestion level and the number of customers waiting at the actual store. There is a query function that provides a busy situation. The window reservation function accepts reservation requests from customers, and determines whether reservations can be made at a specified date and time based on the reservation status already reserved and the normally expected congestion level. There are a determination function and a function of actually assigning a call number in the store based on the reservation information, and a function of notifying the assigned call number.

(Congestion status inquiry function)
FIG. 2 is a block diagram showing a configuration for realizing the congestion status inquiry of the present embodiment. The customer uses the PC 201 or the portable terminal 202 to connect to the congestion status inquiry / reservation server 203 that is a management server in the center via the Internet that is the first network. The congestion status inquiry / reservation server 203 has a congestion calendar information file / DB 204 including a congestion index storage means as a built-in or external connection, and further includes a queue system 110 of each store via a dedicated line 207 serving as a second network. Connecting. Here, both the first network and the second network can be any other network that satisfies the communication function necessary for the present invention. In addition, although the center and the store are arranged separately, the center can be placed in the same store, and the second network can be connected on the premises such as a LAN. it is obvious.

  The PC 201 is an ordinary general personal computer, and may be another dedicated device as long as it has a content reference function via the Internet. The mobile terminal 202 is an ordinary general mobile phone or mobile terminal, and can be any similar device as long as it has a content reference function via the Internet. In the present invention, the congestion status inquiry / reservation server 203 is located between the PC 201 or the mobile phone 202 and the queue system 110 installed in the store of the sales office, and responds to congestion status queries and reservation requests from the former. Or a query / reservation service can be provided periodically or in cooperation with the queue system 110 as necessary. The queue system 110 includes a ticketing terminal 101, a reception management terminal 102, a queue system control device 103, a call operation unit (PAD) 104, a number display / voice call unit 105, and a window in the same manner as described in “Background Art”. The terminal 106 is included and operates in the same manner as described above.

  The following outlines the operation of the congestion status inquiry. This will be described with reference to “congestion calendar inquiry control” in the upper part of FIG. The PC 201 or the mobile phone 202 connects to the congestion status inquiry / reservation server 203, and selects and inputs a store, a date, and a service window to be inquired about the congestion status. As a result, a congestion situation inquiry request is transmitted to the congestion situation inquiry / reservation server 203, and the congestion situation inquiry / reservation server 203 that has received the request returns a screen corresponding to the screen input item of the PC 201 or the mobile phone 202. Congestion calendar information indicating the normal degree of congestion in the store is read, a screen / flow including the read content is generated, and an answer screen corresponding to the operation of the PC 201 or the mobile phone 202 is returned.

  Information related to the congestion status is registered as congestion information in the congestion calendar information file / DB 204 by a medium such as FD or MO or by file transmission. The congestion information can be in a format that can be created by simple means using spreadsheet software or the like.

  Next, the congestion status inquiry in the present embodiment of the present invention will be described more specifically. FIG. 3 is a diagram illustrating an example of a congestion situation inquiry system according to the present embodiment.

  As described above, the customer can make a congestion inquiry request from the PC 201 or the mobile phone 202, but the PC screen examples 302 to 304 in FIG. 3 are screen display examples when the inquiry transaction is performed. A screen example 302 shows a menu screen, and a screen example 303 shows a store selection screen. As shown in screen examples 304 and 305, the monthly / daily congestion status can be visually displayed for each branch. However, this screen example is merely an example, and all data items or dates are shown in a list. It is also possible.

  The congestion calendar information input sheet example 301 is an example for inputting data to the congestion information file / DB 204, and can be easily created with spreadsheet software or the like. The configuration of the congestion calendar information input sheet 301 can be configured in either file or DB format, and data items include store number, date, window type (ATM corner, high counter, low counter, etc.), and congestion by time zone. Data items necessary to express the degree of congestion, such as an index (the degree of congestion is expressed numerically, for example, 1: relatively free, 2: slightly crowded, 3: very crowded, etc.) Is included.

  The congestion status inquiry / reservation server 203 converts and stores the congestion calendar input sheet example 301 into a format that matches the configuration of the congestion information file / DB 204, and further refers to the congestion calendar information file / DB to make a reservation screen flow. And a screen corresponding to the device (cell phone 202 or PC 201) that has made the inquiry request is generated and returned to the devices. The screen example of the PC 201 has been described above, but the mobile terminal 202 is basically inquired by the same operation except that the screen and keyboard are changed.

  Next, an overview of a real-time inquiry about the congestion situation will be described. This will be described with reference to the “real-time inquiry control” part at the bottom of FIG.

  The congestion status inquiry / reservation server 203 transmits a congestion information request to the queue system 110 at regular intervals, and the queue system 110 returns the current waiting number of the window or window group (some queue systems have a waiting time). (There are models that can calculate and hold information and answer the waiting time). The congestion status inquiry / reservation server 203 that has received the reply of the waiting number answer performs a calculation based on the average transaction time for each window read from the congestion calendar information file / DB 204 and the current waiting number received. The waiting time of the group is calculated and stored in the congestion calendar information file / DB 204.

  A customer who wants to inquire about the congestion status selects and inputs information on the store, service window, etc. that he / she wants to inquire about the congestion status to the PC 201 or the mobile phone 202. The PC 201 or the mobile phone 202 connects to the congestion status inquiry / reservation server 203 and transmits an inquiry request together with the information. In response to this congestion status inquiry request, the congestion status inquiry / reservation server 203 reads the waiting time at the corresponding store and service window from the congestion calendar information file / DB 204, generates a congestion information screen / flow, and displays the congestion information. Send back.

  The real-time congestion status inquiry in this embodiment of the present invention will be described more specifically. FIG. 4 is a diagram illustrating an example of a congestion status real-time inquiry system according to the present embodiment.

  A PC screen example 401 is a screen display example when an inquiry transaction is executed from the PC 201. The screen is an example, and for example, it is possible to display a waiting list of all stores in a list. Here, the number of waiting people is calculated by counting the number of waiting people in the designated job type.

  As described above, the congestion status inquiry / reservation server 203 receives the current waiting number from the queue system 110 which is the window calling server of each store, and stores the business type average transaction time stored in advance and the current waiting number. By calculating, the waiting time for the specified job type is calculated. The calculated waiting time is stored in the congestion information file / DB 204 together with the waiting number. This waiting number inquiry is performed by sending a congestion status inquiry request to the queue system 110 at regular intervals.

  With the above congestion status inquiry function, it is possible to voluntarily avoid the situation of having to wait for a long time when coming to the store, and the customer can select the day and time when it is not crowded to improve customer satisfaction. it can.

(Window call reservation function)
FIG. 5 is a block diagram showing a configuration for realizing the window calling reservation of the present embodiment. Similar to the embodiment of the congestion status inquiry function, the customer uses the PC 201 or the portable terminal 202 to connect to the congestion status inquiry / reservation server 203 which is a management server in the center via the Internet which is the first network. The congestion status inquiry / reservation server 203 has a reservation calendar information file / DB 501 including a reservation result storage means and an automatic number storage means as a built-in or external device, and further, each store via a line 207 as a second network. The queue system 110 is connected.

  When the customer is instructed to make a reservation for the window call, the PC 201 or the mobile phone 202 connects to the congestion status inquiry / reservation server 203 and sends a reservation availability determination request including reservation information such as the store, month, day, and service window to be reserved. Send. In response to the reservation availability determination request, the congestion status inquiry / reservation server 203 refers to the reservation calendar file / DB 501 and reads the specified information to determine whether reservation is possible (how many people can be reserved per window) Depending on the result, a reservation impossible screen, a caution screen, and a reservation possible screen are selected, and a response is transmitted to the PC 201 or the mobile phone 202. When a reservation available screen is returned in response to the reservation determination request, a reservation execution request is transmitted to the congestion status inquiry / reservation server 203 by performing a reservation operation on the PC 201 or the mobile phone 202. The congestion status inquiry / reservation server 203 updates the reservation calendar file / DB 501 based on the transmitted request contents, generates a reservation execution result / response screen / flow, and replies to the PC 201 or the mobile phone 202.

  Next, automatic numbering will be described in which when a reserved date and time arrives, a call number in the store is actually numbered based on preset reservation information. As described in the congestion status inquiry, the congestion status inquiry / reservation server 203 collects congestion information from the queue system 110 at a constant period. The numbering is started with reference to the reservation calendar file / DB 501 at a predetermined cycle and when there is reservation data that has reached the reservation date and time, and when the start of numbering is determined, the queue system 110 is inquired about congestion status / reservation. The server 203 transmits a numbering request. Upon receiving this, the queue system 110 performs numbering processing according to the conditions specified in the parameter designation of the numbering request and returns the result to the congestion status inquiry / reservation server 203. The congestion status inquiry / reservation server 203 stores the numbering result in the reservation calendar file / DB 501.

  Next, the notification and inquiry of the reception number which is the numbered window calling number will be described. When automatic numbering is completed by the congestion status inquiry / reservation server 203, the congestion status inquiry / reservation server 203 reads the customer telephone number and mail address in the reservation calendar file / DB 501, and sends the numbering result to the ID as a voice message. Notify by Internet mail. In addition to the above, it is also possible for a customer to make an inquiry about the numbering result to the congestion status inquiry / reservation server 203 using a mobile phone or the like.

  Further, when the customer call / window reception is completed, a clearing process is performed. That is, the operator operates the customer PAD 104 (presses an end button or a next call key or the like). At this time, a notification of completion is transmitted from the queue system 110 to the congestion status inquiry / reservation server 203. The congestion status inquiry / reservation server 203 that has received this writes in the reservation calendar file / DB 501 the called information indicating the end of all transactions of the reservation customer based on the notification.

  Next, the window call reservation in the present embodiment of the present invention will be described more specifically. 6-10 is a figure which shows an example of the window call reservation system concerning this embodiment.

  First, for example, on the mobile phone 202, a store designation, a date designation, a window type designation, a scheduled visit time, a mobile phone number, and the like are input and necessary for changing or canceling a reservation or reservation. Similarly, necessary input operations and screen display are performed on the PC 201. Display examples on the PC 201 are shown in PC screen examples 701 to 706 in FIG.

  When the congestion status inquiry / reservation server 203 receives the reservation request transmitted based on the customer's reservation input, the requested reservation is determined with reference to the reservation calendar file / DB 501. In other words, the reservation status on the requested date is compared with the criteria for determining whether reservation is possible (it is possible to set for each store how many people can be reserved per window). (Screen example 707) is determined to display a caution (screen example 708) if the current waiting time exceeds the desired reservation time at the current time, and to display a reservation confirmation (screen example 709) if none of the above. To do.

  If the reservation is not possible as a result of the reservation availability determination, the congestion status inquiry / reservation server 203 writes the reservation information to the reservation calendar file / DB 501. The reservation change / deletion is also executed by the congestion status inquiry / reservation server 203. Here, the determination criteria for reservation availability can be set for each store, and it is also possible to take a configuration in which the history of reservation requests and the reservation status are saved as history.

  FIG. 7 shows an example of a screen display when an inquiry transaction is performed by the PC 201. In another embodiment, a screen such as changing the screen flow in order to change the input order or adding a reservation determination result screen type is displayed. It is possible to add or substitute.

  As a result of the congestion status inquiry, the scheduled visit date is crowded, but due to payment and remittance deadline dates, etc., if you must visit the store on that day, If you enter the store before the scheduled date and time, you can expect a reduction in waiting time and improve customer satisfaction compared to entering the store in a dive like before.

  Next, a window reception number automatic numbering system for enabling a reception call at a designated reservation time will be described with reference to FIG. Referring to FIG. 8, when the reservation calendar file / DB 501 is monitored at a certain time interval and there is reservation information in which the current waiting time is deducted from the reservation time, the reservation information corresponding to the reservation information. The numbering request is transmitted to the queue system 110 according to the business type. When the queue system 110 receives the numbering request, the reception numbers in the number band corresponding to the business type corresponding to the requested condition are numbered in ascending order. Thereafter, when the congestion status inquiry / reservation server 203 receives the numbering result answer from the queue system 110, it updates the window reception number and numbered / unfinished information in the reservation calendar file / DB501.

  FIG. 9 is a diagram showing a system for referring to reservation contents and a window reception number automatically assigned from a PC or a mobile phone using the Internet. Using the final screen at the time of reservation as shown in the screen example 710 in FIG. The final screen at the time of reservation is key information for holding the mobile phone number and associating the telephone caller (customer) with the reservation calendar file / DB 501. Here, the key information may be a store number, a subject and account number, a membership number, or IC card information.

  Furthermore, when using the PC 201, key information for placing a button for guiding to the reference function on the PC 201 screen and making it possible to input the customer ID and connecting the reservation calendar file / DB 501 to inquire the store receipt number from the PC 201. And Here, the key information may be a store number, a subject and account number, a membership number, or IC card information. In addition, PC screen examples 901 and 902 are screen display examples when an inquiry transaction is performed from a PC. Further, as an extended function, display of link destination information to a store map, a window number group for calling, and the like. You can also.

  Next, an embodiment will be described in which a result of automatic numbering (window reception number) using a telephone or the Internet is automatically notified to a fixed telephone, a mobile phone, or a PC. FIG. 10 is a block diagram showing such an automatic notification system. In this embodiment, in addition to the management server 203 and the queue system 110 described above, a telephone 1001 as a notification destination and a telephone network 1002 to which the management server 203 is connected are included.

  For example, in the case of notifying the telephone 1001 of the calling number, when the automatic numbering is completed by the embodiment of the automatic numbering system shown in FIG. The telephone number input in the example is stored in the reservation calendar file / DB 204, read out and used, etc.).

  In the case of notifying the PC 201 or the like by electronic mail, similarly, information for specifying a communication partner on the electronic network such as an Internet mail address can be stored in the reservation calendar file / DB 204 in advance and used.

  In the case of notifying the telephone 1001, the numbering result is a telephone call with a pre-registered voice message. In the case of notification by e-mail, the text message is notified by Internet mail. After notifying the customer in this way, the result of the telephone call or e-mail notification is stored in the outgoing call history file / DB1003. The transmission history file / DB 1003 stores a history transmitted by the management server, and the configuration can be either a file or a DB format. Examples of recorded contents include a call time, a telephone number, a window reception number, a voice message (or voice ID), a voice message listening completion ID (for example, identifying whether a predetermined key for confirmation is pressed after the message is completed) ID) and the like.

  In the case of notification by Internet mail, the returned message can be saved as text data.

  With the above automatic notification function, the call number can be promptly transmitted after the numbering, so that the numbering result can be more reliably notified to the customer. Furthermore, the general disclosure of the congestion situation can suppress the deterioration of customer satisfaction with the congestion. It is possible to alleviate the congestion of branch offices due to customers coming to the store intensively on the day of payment, the salary / bonus date, the day near the deadline for paying public utilities, etc. It can be expected to reduce the number of support staff and expenses such as sales staff. In addition, by using the conventional cue system together, it is possible to deal fairly with customers who have made a reservation and customers who have not made a reservation, and in addition, the present invention is configured to be added to the conventional system. Therefore, the system introduction load can be reduced.

It is the schematic which showed the window calling system concerning the background art of this invention. It is a block diagram which shows the structure for implement | achieving the congestion condition inquiry of this embodiment. It is a figure which shows an example of the congestion condition inquiry system concerning this embodiment. It is a figure which shows an example of the congestion condition real-time inquiry system concerning this embodiment. It is a block diagram which shows the structure for implement | achieving window call reservation of this embodiment. It is a figure which shows an example of the reservation function of the window call reservation system concerning this embodiment. It is a figure which shows an example of the reservation flow of the window call reservation system concerning this embodiment. It is a figure which shows an example of the automatic numbering function of the window call reservation system concerning this embodiment. It is a figure which shows an example of the receipt number inquiry function of the window call reservation system concerning this embodiment. It is a figure which shows an example of the automatic notification function of the window call reservation system concerning this embodiment.

Explanation of symbols

DESCRIPTION OF SYMBOLS 101 Reception apparatus 102 Reception management terminal 103 Queue system control apparatus 104 Call operation part 105 Number display / voice call part 106 Window terminal 201 PC
202 Mobile terminal 203 Congestion status inquiry / reservation server 204 Congestion calendar information file / DB
205 FD
206 Internet 207 Premise line 301 Congested calendar information input sheets 302 to 305, 401 Screen example 501 Reserved calendar file / DB
701 to 710, 901 to 902 Example screen 1001 Telephone 1002 Telephone network 1003 Transmission history file / DB

Claims (35)

Call number numbering means for numbering call numbers in order to specify the order in which services are provided, call number storage means for storing the numbered call numbers, and the order in which the services are provided has arrived One or a plurality of window calling servers including call number notifying means for notifying the called number,
A management server including a congestion index storage means for storing a congestion index determined in advance in the window calling server, which indicates the congestion status of each service date and time for each of the one or more window calling servers. A window calling system characterized by A terminal input means for inputting the window calling server and date and time on which the customer wants to inquire about the congestion status of the service, and an inquiry request for requesting an inquiry about the congestion status of the service from the customer via the first network. A customer terminal including terminal communication means for transmitting and receiving a response to the inquiry request;
The management server stores the congestion index based on a first communication unit that communicates with the customer terminal via the first network, and the inquiry request received from the customer terminal by the first communication unit. The congestion status is read from the means, the congestion status at the date and time in the window calling server is calculated based on the congestion index, and the calculated congestion status is transmitted to the customer terminal by the first communication means. The window calling system according to claim 1, further comprising answering means. The management server includes: a second communication unit that communicates with the one or more window calling servers via the second network; and the one or a plurality of the communication servers at predetermined intervals by the second communication unit. A waiting time storage for calculating and storing a waiting time from the number of waiting customers transmitted in response to the request and a congestion index read from the congestion index storage means. And a waiting time transmission means for reading the waiting time from the waiting time storage means in response to a waiting time request from the customer terminal and transmitting the waiting time to the customer terminal by the first communication means,
Each of the one or more window call servers includes a call server communication unit that communicates with the management server via a second network, and the waiting server that is transmitted from the management server and received by the call server communication unit. In response to a request for the number of customers, further comprising a waiting customer number answering means for transmitting the number of waiting customers waiting for the service at a predetermined date and time to the management server by the calling server communication means,
3. The customer terminal further includes a waiting time inquiry unit that transmits a waiting state inquiry request for the service to the management server by the terminal communication unit and receives a waiting time at the predetermined date and time. Contact call system described in. Terminal input means for inputting the window calling server and date and time on which the customer intends to reserve the service, terminal communication means for communicating with the management server via a first network, and the service by the terminal communication means A customer terminal including a reservation request means for transmitting a reservation request for the service and receiving a response to the reservation request for the service and indicating the result,
The management server includes a first communication unit that communicates with the customer terminal via the first network, and a reservation result storage unit that stores a reservation result of the service for each of the one or more window calling servers. A reservation result read from the reservation result storage means whether the reservation request received from the customer terminal is received by the first communication means, and a congestion index read from the congestion index storage means The window calling system according to claim 1, further comprising: reservation determination means for making a determination based on the information and transmitting the determination result to the customer terminal by the first communication means. The management server includes a second communication unit that communicates with the one or more window calling servers via a second network, and the one or more windows at predetermined intervals by the second communication unit. Waiting time storage means for calculating and storing a waiting time from the number of waiting customers transmitted in response to the request and the congestion index read from the congestion index storage means for transmitting a request for the number of waiting customers to each of the call servers The waiting time is read from the waiting time storage means, and a numbering request for a reservation within a predetermined time among the reservation information read from the reservation result storage means is transmitted to the window calling server by the second communication means. And automatic number storage means for receiving and storing the numbering result,
Each of the one or more window calling servers includes a call server communication unit that communicates with the management server via the second network, and is transmitted from the management server every predetermined period by the call server communication unit. A waiting customer number answering means for transmitting the waiting server number waiting for the service at a predetermined date and time in response to the received waiting customer number request to the management server by the calling server communication means; 5. The numbering means for numbering a call number corresponding to the reserved service in response to a number request and transmitting the number to the management server by the call server communication means. Window calling system. The customer terminal further includes reservation confirmation means for transmitting the reservation service confirmation request by the terminal communication means, and receiving and displaying a reservation confirmation result corresponding to the confirmation request by the terminal communication means,
The management server reads the numbered call number from the automatic number storage means when the reservation confirmation requested reservation is already numbered as the reservation confirmation result, and the first communication means And a reservation confirmation reply means for reading the reservation result from the reservation result storage means and transmitting it by the first communication means when the number is not assigned. 5. The window calling system according to 5.   When the call number is assigned, the management server reads the call number from the automatic number storage means and transmits the call number to the customer terminal of the customer to which the call number is assigned by the first communication means. 6. The window calling system according to claim 5, further comprising call number transmitting means for performing the call. In each of the one or a plurality of window calling servers, a step of assigning call numbers in order to designate the order in which the call number numbering means provides the service, and the call number storage means assigns the number of the call number. And a step of notifying the call number that the call number notification means has arrived in the order in which the service is provided,
For each of the one or more window calling servers, a congestion index indicating the congestion status for each service date and time is determined in advance in the window calling server, and the management server stores the determined congestion index in the congestion index storage means. A window calling method comprising a congestion index storing step for storing. In the customer terminal, the customer inputs the window calling server and the date and time to inquire about the congestion status of the service by terminal input means, and the terminal communication means sends the service congestion status from the customer via the first network. Sending a query request to request a query of
Based on the inquiry request received from the customer terminal, the congestion status answering means is configured to cause the congestion index storage means to communicate with the customer terminal via the first network in the management server. Reading the congestion index from the server, calculating the congestion status at the date and time in the window calling server based on the congestion index, and transmitting the calculated congestion status to the customer terminal; and The window calling method according to claim 8, further comprising: receiving a response. In the customer terminal, the waiting time inquiry means transmits the waiting status inquiry request for the service to the management server by the terminal communication means;
In the management server, a customer waiting for each of the one or more window calling servers for each predetermined period by a second communication means that communicates with the one or more window calling servers via the second network. A waiting time is calculated from the number of waiting customers received in response to the request and the congestion index read from the congestion index storage means, and stored in the waiting time storage means;
A waiting time transmission means, in response to a waiting time request from the customer terminal, reads the waiting time from the waiting time storage means and transmits the waiting time to the customer terminal by the first communication means;
In each of the one or more window calling servers, waiting customer number answering means waits for the service at a predetermined date and time in response to the request for the waiting customer number transmitted from the management server and received. Transmitting the number of customers by calling server communication means for communicating with the management server via a second network;
The window calling method according to claim 9, further comprising: the customer terminal receiving a waiting time at the predetermined date and time. At the customer terminal, the step of inputting the window calling server and the date and time at which the customer intends to reserve the service by the terminal input means;
A reservation requesting means for transmitting a reservation request for the service by a terminal communication means communicating with the management server via a first network, receiving a response to the reservation request for the service, and displaying the result;
In the management server, storing a reservation result of the service in a reservation result storage unit for each of the one or more window calling servers;
The reservation determination means reads from the reservation result storage means whether or not the reservation request received from the customer terminal can be reserved by the first communication means communicating with the customer terminal via the first network. The contact point according to claim 8, further comprising: a step of determining based on the reservation result obtained and the congestion index read from the congestion index storage means, and transmitting the determination result to the customer terminal. How to call. In the management server, the number of customers waiting in each of the one or more window calling servers for each predetermined period by the second communication means communicating with the one or more window calling servers via the second network A waiting time is calculated from the number of waiting customers received in response to the request and the congestion index read from the congestion index storage means, and stored in the waiting time storage means;
Read the waiting time from the waiting time storage means and send a numbering request for reservations within a predetermined time out of the reservation information read from the reservation result storage means to the window calling server by the second communication means. Receiving a numbering result and storing it in an automatic numbering storage means;
In each of the one or a plurality of window calling servers, the waiting customer number answering means responds to the request for the waiting customer number transmitted from the management server and received by the calling server communication means at a predetermined date and time. Transmitting the number of customers waiting for service to the management server by call server communication means communicating with the management server via the second network;
The numbering means further comprises a step of assigning a call number corresponding to the reserved service in response to a numbering request from the management server and transmitting the call number to the management server by the call server communication means. The window calling method according to claim 11, wherein: In the customer terminal, the reservation confirmation means transmits a confirmation request for the reserved service by the terminal communication means, and
In the management server, when the reservation confirmation reply means has already been numbered as the reservation confirmation result for the reservation requested for reservation confirmation, the numbering call number is read from the automatic number storage means and Transmitting to the customer terminal by the first communication means, and reading the reservation result from the reservation result storage means and transmitting by the first communication means when the number is not assigned; and by the first communication means The window calling method according to claim 12, further comprising: receiving and displaying a reservation confirmation result corresponding to the transmitted confirmation request by the terminal communication unit.   When the call number is numbered in the management server, the call number transmission means reads the call number from the automatic number storage means and sends the call number to the customer terminal of the customer who has been numbered. The window calling method according to claim 12, further comprising a step of transmitting by one communication means. In each of one or a plurality of servers, a step of numbering call numbers in order to specify the order in which the call number numbering means provides services, and a call number storage means stores the numbered call numbers. A window calling method comprising: a step of notifying a calling number that the calling number notification means has reached the order in which the service is provided;
A congestion index storage step of determining, in the server in advance, a congestion index indicating a congestion status for each date and time of the service for each of the one or a plurality of servers, and storing the determined congestion index in a congestion index storage unit; A window calling method characterized by comprising. In the customer terminal, the customer inputs the window calling server and the date and time to inquire about the congestion status of the service by terminal input means, and the terminal communication means sends the service congestion status from the customer via the first network. Sending a query request to request a query of
Based on the inquiry request received from the customer terminal via the first network, the congestion status answering unit reads the congestion index from the congestion index storage unit, and the date and time in the server based on the congestion index Calculating the congestion status in the step, and transmitting the calculated congestion status to the customer terminal; and receiving the response to the inquiry request by the customer terminal;
The window calling method according to claim 15, further comprising: In each of the one or more servers, the waiting customer number answering unit calculates the number of waiting customers waiting for the service at a predetermined date and time for each predetermined period;
Calculating the waiting time from the number of waiting customers calculated in each of the one or more servers and the congestion index read from the congestion index storage means, and storing the waiting time in the waiting time storage means;
In the customer terminal, the waiting time inquiry means transmits the waiting status inquiry request for the service via the first network;
A waiting time transmission means, in response to a waiting time request from the customer terminal, reads the waiting time from the waiting time storage means and transmits the waiting time to the customer terminal by the first communication means;
The window calling method according to claim 16, further comprising: a step in which the customer terminal receives a waiting time at the predetermined date and time. In the customer terminal, the server and the date and time when the customer intends to make a reservation for the service is input by the terminal input means;
A reservation requesting means for transmitting a reservation request for the service via the first network, receiving a response to the reservation request for the service, and displaying the result;
Storing a reservation result of the service for each of the one or more servers in a reservation result storage means;
The reservation determination means reads from the reservation result storage means whether or not the reservation request received from the customer terminal via the first network can be reserved, and reads from the congestion index storage means The window calling method according to claim 15, further comprising: determining based on the congestion index and transmitting the determination result to the customer terminal. The number of customers waiting for the service at a predetermined date and time in each of the one or more servers is calculated for each predetermined period, and the waiting time is calculated from the number of customers waiting and the congestion index read from the congestion index storage means. Calculating and storing in the waiting time storage means;
The waiting time is read out from the waiting time storage means, and the reservation number read out from the reservation result storage means is assigned a call number corresponding to the reserved service for reservations within a predetermined time and automatically stored. The window calling method according to claim 18, further comprising a step of storing in the means. In the customer terminal, reservation confirmation means transmits a confirmation request for the reserved service by the terminal communication means;
When the reservation confirmation reply means has already been numbered as the reservation confirmation request for the reservation for which the reservation confirmation has been requested, the numbered call number is read from the automatic number storage means and the first network is read out. And when the number is not assigned, the reservation result is read from the reservation result storage means and transmitted via the first network, and transmitted via the first network. Receiving and displaying a reservation confirmation result corresponding to the confirmed confirmation request by the terminal communication means;
The window calling method according to claim 19, further comprising:   When the call number is numbered, the call number transmission means reads the call number from the automatic number storage means and sends the call number to the customer terminal of the customer through the first network. The window calling method according to claim 19, further comprising: Call number numbering means for numbering call numbers in order to specify the order in which services are provided, call number storage means for storing the numbered call numbers, and the order in which the services are provided has arrived A management server that manages one or a plurality of window call servers, including a call number notifying unit that notifies the call number
The congestion index storage means executes a step of storing a congestion index determined in advance in the window calling server indicating the congestion status for each date and time of the service for each of the one or more window calling servers. A featured program.   In the management server, the congestion status reply means tries to inquire about the congestion status of the service received from the customer terminal by the first communication means communicating with the customer terminal via the first network. Based on the congestion status inquiry request including the window calling server and the date and time, the congestion index is read from the congestion index storage means, and the congestion status at the date and time in the window calling server is calculated based on the congestion index, and the calculation 23. The program according to claim 22, further comprising the step of transmitting the congestion status that has been made to the customer terminal that has transmitted the congestion status inquiry request. In the management server, the service at a predetermined date and time received from each of the one or more window calling servers by a second communication means that communicates with the one or more window calling servers via a second network A waiting time is calculated from the number of waiting customers waiting and the congestion index read from the congestion index storage means, and stored in the waiting time storage means;
The waiting time transmitting means further executes a step of reading the waiting time from the waiting time storage means in response to a waiting time request from the customer terminal and transmitting the waiting time to the customer terminal by the first communication means. The program according to claim 23. In the management server, storing a reservation result of the service in a reservation result storage unit for each of the one or more window calling servers;
Reservation request reservation means including reservation window server and date and time when reservation determination means tries to reserve the service received from the customer terminal by the first communication means communicating with the customer terminal via the first network Is determined based on the reservation result read from the reservation result storage means and the congestion index read from the congestion index storage means, and the determination result is transmitted to the customer terminal that transmitted the reservation request. The program according to claim 22, further comprising the steps of: The management server sends a request for the number of waiting customers to each of the one or more window calling servers by a second communication means that communicates with the one or more window calling servers via a second network. Sending every period,
Calculating a waiting time from the number of waiting customers in a predetermined time received in response to the request for the number of waiting customers and the congestion index read from the congestion index storage means, and storing the waiting time in the waiting time storage means;
Read the waiting time from the waiting time storage means and send a numbering request for reservations within a predetermined time out of the reservation information read from the reservation result storage means to the window calling server by the second communication means. 26. The program according to claim 25, further comprising: receiving a call number corresponding to the reserved service as a numbering result and storing the call number in an automatic number storage unit.   In the management server, when the reservation confirmation reply means has already been numbered for the reservation requested for confirmation as a reservation confirmation result for the confirmation request for the reserved service, the automatic number storage means assigns the number. The number of the called call is read and transmitted to the customer terminal by the first communication means, and when the number is not assigned, the reservation result is read from the reservation result storage means and transmitted by the first communication means. The program according to claim 26, further comprising executing steps.   In the management server, when the call number is assigned, the call number transmission means reads the call number from the automatic number storage means and sends the call number to the customer terminal of the customer to whom the call number is assigned. The program according to claim 26, wherein the step of transmitting by one communication means is executed. Call number numbering means for numbering call numbers in order to specify the order in which services are provided, call number storage means for storing the numbered call numbers, and the order in which the services are provided has arrived A management server device that manages one or a plurality of window calling servers, including call number notification means for notifying the called number.
Each of the one or more window calling servers is provided with a congestion index storage means for storing a congestion index determined in advance in the window calling server, which indicates a congestion status for each service date and time. Management server device. First communication means for communicating with a customer terminal via the first network;
From the congestion index storage means received from the customer terminal by the first communication means, based on the congestion call inquiry request including the window calling server and date and time when the customer wants to inquire about the congestion situation of the service. A congestion status answering unit that reads out the congestion index, calculates the congestion status at the date and time in the window calling server based on the congestion index, and transmits the calculated congestion status to the customer terminal that has transmitted the congestion status inquiry request; 30. The management server device according to claim 29, further comprising: A second communication means for communicating with the one or more window calling servers via a second network;
Waiting time storage for calculating and storing a waiting time from the number of customers waiting for the service at a predetermined date and time received from each of the one or more window calling servers and the congestion index read from the congestion index storage means Means,
A waiting time transmission means for reading the waiting time from the waiting time storage means in response to a waiting time request from the customer terminal and transmitting the waiting time to the customer terminal by the first communication means. The management server device according to claim 30. First communication means for communicating with a customer terminal via the first network;
The service reservation result is stored in reservation result storage means for each of the one or more window calling servers, and the service counter is configured to reserve the service received from the customer terminal by the first communication means. Whether the reservation request including the calling server and the date and time can be reserved is determined based on the reservation result read from the reservation result storage unit and the congestion index read from the congestion index storage unit, and the determination result is 30. The management server device according to claim 29, further comprising: a reservation determination unit that transmits the reservation request to the customer terminal that has transmitted the reservation request by the first communication unit. A second communication means for communicating with the one or more window calling servers via a second network;
A request for the number of waiting customers to each of the one or more window calling servers by the second communication means for each predetermined period, and the number of waiting customers at a predetermined time received in response to the request; A waiting time storage means for calculating and storing a waiting time from the congestion index read from the congestion index storage means, and a predetermined time out of the reservation information read from the reservation result storage means by reading the waiting time from the waiting time storage means Automatic numbering storage means for transmitting a numbering request for reservations in time to the window calling server by the second communication means, and receiving and storing a calling number corresponding to the reserved service as a numbering result The management server device according to claim 32, further comprising:   As a reservation confirmation result for the confirmation request for the reserved service, when the confirmation requested reservation has already been numbered, the numbered calling number is read from the automatic number storage means and the first number is stored. A reservation confirmation response means is further provided for transmitting to the customer terminal by communication means and reading the reservation result from the reservation result storage means and transmitting by the first communication means when the number is not assigned. The management server device according to claim 33. When the call number is assigned, the call number transmission means reads out the call number from the automatic number storage means and transmits the call number to the customer terminal of the customer who is assigned the call number by the first communication means. 34. The management server device according to claim 33, further comprising:

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