JP2005251053A - Customer service server - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a customer service server which permits a reception manager who responds, in a customer service center, to easily explain about a fire receiver installed in a property to the opposite party on the telephone, when contact is made by telephone from the real-state properties to be managed to the customer service center. <P>SOLUTION: The customer service server has a property information storing means for storing information about the properties which are to be managed and information about the fire receiver installed in the properties; a board face image storing means storing a board face image for each model of fire receivers; a property identifying means for identifying one property from among a plurality of properties; a board face retrieving means, which if one property is identified from among the plurality of properties, retrieves the board face image of a fire receiver installed in the identified property; and a display means for displaying the board face image of the fire receiver retrieved by the board face retrieving means. <P>COPYRIGHT: (C)2005,JPO&NCIPI

Description

The present invention relates to a customer service server that performs various services using a network such as the Internet.

  Conventionally, fire alarm equipment has been installed in each of a plurality of properties, but there is an administrator in each of the buildings equipped with the fire alarm equipment, and each administrator performs maintenance of the equipment as necessary. An inquiry about the inspection is made, and if a failure occurs in the equipment, the manufacturer or the contractor is contacted (see, for example, Patent Document 1).

  Receiving notifications from each property to the main customer service center regarding a system that provides a customer service center that responds to an abnormality such as a failure while remotely monitoring the fire alarm equipment provided in a building that is a prescribed fire prevention object A customer service server is provided. For example, as an operation when responding to a telephone call, when an abnormality (failure) occurs in the facility in the property and the administrator finds an abnormality, the customer service center notifies the telephone to that effect. It has been proposed to accept contact.

  In this proposal, in the customer service center, a server that receives a call acquires a telephone number by a so-called number display function, specifies a property based on the acquired telephone number, and includes the specified property. Display a map and various information.

On the other hand, the manager of the property often grasps the state of the system on the board of the fire receiver, and often operates the board of the fire receiver in response to an abnormality.
JP2002-189819

  However, in the above proposal, when there is a telephone contact from the property to be managed to the customer service center, the reception manager corresponding to the customer service center sends the fire receiver installed in the property to the telephone partner. There is a problem that it is difficult to explain the operation.

  In other words, in the above proposal, the status of the equipment is displayed on the board of the fire receiver, and when dealing with it, the necessary operations such as switch on the board are often performed, and the reception manager understands the situation from the other party of the telephone However, there is a problem that it is difficult to give instructions.

In the present invention, when there is a telephone contact from the property to be managed to the customer service center, the reception manager corresponding to the customer service center explains the fire receiver installed in the property to the other party of the telephone. It is an object to provide a customer service server that is easy to do.

The present invention stores property information storage means for storing information on properties to be managed and information on fire receivers installed in the properties, and a board image for each type of fire receiver. If a single property is identified from a plurality of the above properties, a fire receiver installed in the identified property is identified. This is a customer service server having a board surface search means for searching for a board image and a display means for displaying the board image of the fire receiver searched by the board search means.

According to the present invention, when there is a telephone contact from the property to be managed to the customer service center, the board image of the fire receiver installed in the property to be managed is displayed at the customer service center. The reception manager who corresponds at the customer service center can easily explain the fire receiver installed in the property to the other party of the telephone.

  The best mode for carrying out the invention is the following examples.

  FIG. 1 is a diagram showing an overview of a customer service system 100 having a customer service server including a customer service server 11 that is Embodiment 1 of the present invention.

  The customer service system 100 includes a customer service center 10, a network NW, general properties 21 and 22, an automatic fire alarm facility 23 with a crime prevention function, an automatic fire alarm facility 24 with a popular automatic test function, and a network NW. Terminal device 31 for sending and receiving with the customer service server 11, a terminal device 32 of a partner company, a terminal device 33 of a sales office, a GPS satellite 41, and a PHS position information center 42.

  The customer service center 10 is a so-called call center that accepts inquiries regarding disaster prevention facilities, for example, a head office building that covers the whole country, and a customer service server 11 is installed in the customer service center 10. The customer service server 11 is formed with a local area network in the customer service center 10 so that a plurality of personal computers (not shown) can be connected via the LAN cable 13. In addition, the terminal device 33 can be connected to the customer service server 11 via the wide area network WAN to the branch offices / sales offices located in various locations away from the customer service center 10.

  Further, the customer service server 11 can connect the terminal device 32 of the partner company and the terminal device 31 of the worker from the destination via the network NW such as the Internet, and the customer service server 11 can be connected from a remote location. The set information can be used.

  And although it is not shown in detail as a building where disaster prevention equipment is installed, a large number of general properties 21 are inquired by telephone about the unclear point of operation of the equipment in the event of a fire or abnormality. . The customer service server 11 first accepts the call through the public line. Here, an operation for grasping the call acceptance is performed.

  Further, among the buildings where the disaster prevention facilities are installed, the high-performance automatic fire alarm facilities 23 and 24 can transmit information to the customer service server 11 from a fire receiver (not shown) using a dedicated line by ISDN. It is configured. In these facilities 23 and 24, the result of an automatic test function etc. can be transmitted to the customer service server 11 at the time of fire signal reception by a fire receiver or panel operation. And even if it is a general property that is not highly functional, by providing an interface (not shown) that is input from the fire receiver, such as when the fire signal is received or when the panel is operated, as transfer information, converted as information, and sent out, As the general property 22 that can be transferred, the monitoring state of the disaster prevention facility can be taken into the customer service server 11 as with the facilities 23 and 24.

  The customer service server 11 and the fire alarm facilities 22, 23, and 24 of each property are connected by a dedicated line by ISDN, ensuring a reliable line and promptly transmitting information, and using a general public line. Alternatively, communication may be performed via a telephone call such as dial-up connection instead of a dedicated line.

  FIG. 2 is a block diagram illustrating a specific example of the customer service server 11 according to the first embodiment.

  The customer service server 11 includes a memory M1, a receiving unit 1, a control unit 2, a display unit 3, a transmission unit 4, and an input unit 5.

  The memory M1 is an example of a telephone number-property information storage unit that stores a telephone number related to the property and information related to the property to be managed.

  The memory M1 is an example of property information storage means for storing information on properties to be managed and information on fire receivers installed in the properties, and for each fire receiver type. It is an example of the board surface image storage means which stores the board surface image.

  The receiving means 1 is an example of a telephone number acquisition means for acquiring the telephone number of the called party when a call is received via a telephone line.

  The control means 2 is an example of property information search means for searching for information related to the corresponding property from the telephone number-property information storage means based on the acquired telephone number. It is an example of a property specifying means for specifying a property. The property specifying means includes property search means for searching for the property corresponding to the telephone number of the other party who made the inquiry by telephone from the telephone number-property information storage means.

  Moreover, the control means 2 is an example of the board search means which searches the board image of the fire receiver installed in the specified property when one property is specified from the plurality of properties.

  The panel image storage means is a component image storage means for storing a panel image for each type of fire receiver and component images in various states of each switch and indicator lamp.

  Then, when the predetermined state information is captured from the property, the component image retrieval unit that retrieves the component image corresponding to the captured predetermined state information from the component image storage unit and the component image retrieval unit retrieve Display control means for displaying a part image in combination with the board image on the display means is provided.

  The display unit 3 is an example of a display unit that displays information related to the property searched by the property information search unit.

  The telephone number-property information storage means is means for storing a correspondence table in which each of the plurality of fire receivers corresponds to the telephone number as the property information. Receiving abnormality information from at least one of the plurality of fire receivers via the network, determining the fire receiver from the received abnormality information, and based on the determined type of fire receiver This is an example of a control means for reading out and displaying a board surface image from the board surface image storage means and displaying information relating to the property detected by the property information search means based on the acquired telephone number.

  The memory M1 is an example of a history information storage unit that stores history information relating to past emergency response history or periodic inspection history.

  Further, if the acquired telephone number is not stored in the telephone number-property information storage unit and the property corresponding to the non-stored telephone number is found, the control unit 2 stores the stored telephone number. The telephone number or the like that has not been made is associated with the identified property and stored in the telephone number-property information storage means.

  FIG. 3 is a diagram showing a specific example of the memory M1 in the above embodiment.

  The memory M1 includes a map information database DB21, a customer basic information database DB22, an emergency response history database DB23, a periodic inspection history database DB24, a repair history database DB25, a remote maintenance log information database DB26, a contract information database DB27, a periodic inspection schedule database DB28, A location information database DB29, a technical information database DB30, and a board image information database DB31 are stored. Each database DB is a database stored in the memory M1.

  Next, each database will be briefly described.

  In the map information database DB21, data for displaying maps corresponding to several scales is stored for each district, and the customer basic information database DB22 is a business object in addition to the property where the fire alarm facility is installed. It stores basic information about all properties, such as existing properties and buildings scheduled to be built.

  The emergency response history database DB23 stores information from the occurrence to the end of the handling of cases that need to be dealt with, for example, failures that have been contacted to the customer service center 10, and the periodic inspection history database DB24 is for fire fighting equipment in each property. The results of inspections by workers twice a year are stored as legal inspections.

  The repair history database DB25 stores information on the repair of firefighting equipment in each property, and the remote maintenance log information database DB26 stores each fire receiver connected to the customer service server 11 on a daily basis as described later. The result of the ID call operation such as times is stored.

  The contract information database DB27 stores contract information regarding maintenance inspections for fire fighting facilities for each property, and the periodic inspection schedule database DB28 manages the dates of the legal inspections and stores the schedules thereof.

  The location information database DB 29 stores information on the current location of workers and sales representatives, and the technical information database DB 30 stores various technical data, instruction manuals, construction manuals, inspection standards, etc. Stores information.

  The board image information database DB31 stores board images for each fire receiver type.

  Next, in the above embodiment, the operation when a telephone call is received from the site when a failure occurs in the property will be described.

  FIG. 4 is a flowchart illustrating an outline of an operation at the time of telephone support in the first embodiment.

  First, one of a plurality of general properties 21 and 22 calls the customer service center 10 by telephone (S1), and the customer service center 10 searches for information on the one property based on this telephone number. Then, the device information corresponding to the searched property is searched (S3), and the image of the board surface of the searched device is searched (S4). Then, the searched board image is displayed in a normal state (S5), and if the state of the searched one property changes (S6), a patch image associated with the change in the state is searched (S7), The searched patch image is pasted on the board image of the customer service server and displayed on the display means 3 (S8).

  In the flowchart, the property information search in step S2 is an operation corresponding to step S21 in the flowchart of FIG. 5 to be described later, and a telephone number is acquired by a number display or the like at the time of telephone contact from the property 21, etc., and the contract information database DB23 The property is identified from the telephone number with reference to, and the model of the installed fire receiver is identified based on the property information.

  The board image search in step S4 is an operation corresponding to step S23 in the flowchart of FIG. 5 to be described later, and the corresponding board image is read from the board image information database DB31 based on the identified fire receiver model. .

  The state change in step S6 is an operation corresponding to step S14 in the flowchart of FIG. 5 to be described later. When the property can take in the facility information via ISDN, the customer service center 10 has a property failure. The information is confirmed, and it is determined whether there is a state change as a result of the confirmation. When the information on the abnormal state is received instead of being normal, in step S7, a display image for displaying the corresponding abnormal state or a patch image for 7-segment display is read from the board surface image information database 31. Further, in step S8, the read patch image is combined at a predetermined position with respect to the already displayed board image and displayed as a board showing an abnormal state.

  It should be noted that the patch image shows the board status of the fire receiver in the normal state, such as the lighting status of the indicator lamps indicating various abnormalities, the switch operating status, the 7-segment display status such as the line display, etc. Various portions are provided with position data with respect to the board surface.

  In this way, by preparing patch images to indicate various abnormal states on the board surface in the normal state of the fire receiver, the entire board surface for each state is retained, so a large amount of data is retained. Since there is no need to read the entire board when there is a change in state, it is possible to easily cope with the change in state.

  FIG. 5 is a flowchart illustrating in detail the operation at the time of telephone support in the first embodiment.

  First, in the property (building), an abnormality (failure) occurs in the equipment, and the property administrator, owner, inspector, etc. (hereinafter referred to as “manager”) discovered this abnormality (S11), About this abnormality, the manager contacts the customer service center 10 by telephone (S12).

  An administrator (hereinafter referred to as “acceptance manager”) who accepts telephone calls and the like at the customer service center 10 on a 24-hour basis confirms the status of the equipment of the property based on the communication in step S12 (S13).

  If the reception manager can identify the property and can capture the facility information from the fire receiver of the property via ISDN, the reception manager captures and confirms the information (S14).

  By telephone communication between the reception manager and the property manager, the reception manager determines whether or not the abnormality is restored (S15).

  If the reception manager determines that the abnormality has disappeared based on the result of the presence / absence of abnormality performed in step S15, the response is terminated and necessary information is manually input to the customer service server 11 as an accident processing communication table ( S16). In step S22, this information updates the emergency response history database DB23 automatically stored by the customer service server 11.

  When a call by telephone contact is received from the property manager, the contract information database DB 27 is referred to from the telephone number and searched, and if the property can be specified, the search result is displayed (S21).

  For the telephone contact, the property ID, date and time, failure content, etc. are stored in the emergency response history database DB 23 (S22). If the property ID cannot be specified, it may be a telephone number or the like, and the content of the failure may be blank for the time being.

  Then, the property is identified based on the telephone number acquired by the number display or the like, the panel image corresponding to the identified property is retrieved (S23), and the retrieved panel image is displayed on the display means 3.

  The manager of the property often grasps the state of the system on the board of the fire receiver, and in many cases, the board operation of the fire receiver is necessary to cope with the abnormality. In this case, the customer service center 10 receives the status of the equipment in the property via the network, and creates the same display status as the receiver surface of the actual property in the display means 3, thereby Can be further facilitated, and the explanation of correspondence can be facilitated.

  Further, as described above, if the property ID can be specified based on the telephone number, the emergency response history database DB 23 is referred to and searched, and past cases are displayed (S24). At this time, you may make it perform similarly to the above about the database of related information, such as periodic inspection history database DB24, repair history database DB25.

  The device having an abnormality is searched and displayed with reference to the technical information database DB30 such as technical data and repair manual for each device (S25). If the reception manager is found in the process of checking the situation in step S13, the searched device may be manually input or may be automatically searched from past cases.

  That is, according to the first embodiment, when there is a telephone contact from the property to be managed to the customer service center, the panel image of the fire receiver installed in the property to be managed is displayed on the customer service server 11. Therefore, the reception manager who corresponds at the customer service center 10 can easily explain the fire receiver installed in the property to the other party of the telephone.

  In Example 1, the surface of the fire receiver installed in the property is displayed as normal and abnormal based on the fire receiver model, but this is the case for standard products based on the model. Depending on the property, the operation unit and display unit may be changed due to the addition of fire receiver functions. When such a specially compatible fire receiver is installed, the board image based on the model cannot be used.

  Therefore, an actual fire receiver board surface is photographed and stored in advance as a digital image in a property where a special fire receiver is installed. Such site images are useful, and when storing images for each property, the reception manager can tell the property manager that he can understand not only the surface of the fire receiver itself but also the surroundings. A wide range of instructions is possible.

  As described above, in the customer service server, when there is a telephone contact from the property to be managed by providing the property information storage means, the panel image storage means, the property identification means, the panel search means, and the display means In addition, by displaying the board image of the fire receiver, the reception manager of the corresponding customer service center can easily explain the response.

And by providing the telephone number-property information storage means, it is possible to display the board image of the fire receiver in response to the telephone number from the telephone contact, and each switch for the board image of the fire receiver By providing component images (patch images) in various states such as lamps and indicator lights, there is an effect that the board surface of the fire receiver from the normal state to various states can be easily displayed according to the state acquired from the property.

It is a figure which shows the whole image of the customer service system 100 which has the customer service server 11 which is Example 1 of this invention. It is a block diagram which shows the specific example of the customer service server 11 which is the said Example. It is a figure which shows the specific example of the memory M1 in the said Example. In the said Example, it is a flowchart which shows the outline | summary of the operation | movement at the time of a telephone response. In the said Example, it is a flowchart which shows the operation | movement at the time of a telephone response in detail.

Explanation of symbols

100 ... customer service system,
10 ... Customer Service Center,
11 ... Customer service server,
1 ... receiving means,
2 ... Control means,
3. Display means,
4 ... transmission means,
5. Input means,
M1 ... memory,
21, 22 ... General properties,
23 ... Automatic fire alarm system with crime prevention function,
24 ... Automatic fire alarm equipment with popular automatic test function,
31 ... Terminal equipment at the destination,
32 ... Terminal equipment of partner companies,
33. Terminal equipment at the sales office,
41 ... GPS satellites,
42 ... PHS location information center,
NW ... Internet.

Claims (3)

Property information storage means for storing information on properties to be managed and information on fire receivers installed in the properties;
A board image storage means for storing a board image for each type of fire receiver;
A property identifying means for identifying one property from a plurality of the properties;
A board search means for searching a board image of a fire receiver installed in the article specified by the article specifying means;
Display means for displaying a board image of the fire receiver searched by the board search means;
A customer service server characterized by comprising: In claim 1,
The property identification means
A telephone number-property information storage means for storing a telephone number and the like related to each of the plurality of properties and property information related to the properties;
A property search means for searching for a property corresponding to the telephone number of the other party who made the inquiry by telephone from the above-mentioned telephone number-property information storage means;
A customer service server characterized by comprising: In claim 1,
The panel image storage means is a component image storage means for storing a panel image for each type of fire receiver and component images in various states of each switch and indicator lamp,
A component image search unit that retrieves, from the component image storage unit, a component image corresponding to the captured predetermined state information when the predetermined state information is captured from the property;
Display control means for displaying the component image searched by the component image search means on the display means in combination with the board image;
A customer service server characterized by comprising:

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