JP2005316631A - Failure situation communication/management system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a failure situation communication/management system preventing missed communication of failure information to a communication target person. <P>SOLUTION: When a failure management server receives a system failure report, the failure management server automatically converts it into voice and a text, and automatically communicates a communication destination of the previously registered communication target person by telephone and mail. The failure management server manages whether the communication to the communication target person is made or not, newly performs the communication at prescribed intervals until the communication is made so as to prevent the missed communication. When the communication is made, a coping situation thereof is fed back to a system failure reporter. <P>COPYRIGHT: (C)2006,JPO&NCIPI

Description

  The present invention relates to a failure status notification / management system for notifying a person to be notified of a system failure and responding immediately when a system failure report occurs. In particular, the present invention relates to a failure status communication / management system that prevents leakage of communication to a contact target person and immediately develops a countermeasure method by automatic transmission to a contact target person registered in advance and a reply from the contact target person.

  Currently, companies that have introduced computer systems notify failure information to persons to be contacted who have been designated as failure responders when an accident or failure occurs in the system. As a system for automating this work, a system for notifying a predetermined contact address by telephone or e-mail as in Patent Document 1, or a location for a person with a disability as in Patent Document 2 is detected. There is a system that calculates the arrival time on site and notifies the person with the earliest arrival time, and if there is no reply for a certain time, the same notification is given to the person with the next arrival time. In the system disclosed in Patent Document 2, the customer side is notified of the arrival time, failure information, and failure countermeasure time of the failure handler.

JP-A-10-97444 JP 2002-374373 A

  The above-described conventional failure communication system has the following problems. First, in a system such as Patent Document 2, since a person to be contacted close to the site is selected and notified, there is a lack of completeness in notifying the person to be notified of the failure status, and notification is indispensable even if the place is far away. There was a problem that communication with related departments was delayed. In addition, the system of Patent Document 1 covers notification to a certain contact person, but the management of the response status is insufficient, and whether the contact is actually communicated to the contact person and what kind of response is taken. There was a problem of not knowing.

  The present invention has been made to solve the above-described problems, and an object of the present invention is to provide a failure status communication / management system that prevents the failure of communication of failure information to a contact target person. is there. Another object of the present invention is to provide a failure status communication / management system that includes a response status table and can clearly indicate the response status by reflecting response information from the contact person in the response status table. There is.

  In order to achieve the above object, the fault status communication / management system of the present invention includes a fault management server having a telephone call function and a mail transmission / reception function. The person to be contacted possesses a portable terminal equipped with a mail transmission / reception function, and the failure management server is provided with destination information of the portable terminal of the person to be contacted. It has a function to transmit as information, a function to receive response information from a portable terminal, and a function to store a transmission / reception result as data. The failure management server has a function of accepting a standard system failure report and automatically converting the information necessary for notification out of the failure report into voice and text. As a result, the voiced information is transmitted as a telephone to the contact person of the contact person, and the text information is further converted into a mail format and transmitted. Reply information from the portable terminal is acquired by the server as an input of a reply number for voice guidance or as a reply to mail. The server stores these reply results in the form of an answer code or the like in association with the information of the person to be contacted.

  Further, the failure management server includes a failure response status table including at least target system identification information, a contact person, a telephone response status, and an email response status, and the response information from the contact person is stored as a response status in the conversion table. By providing the update function, the server administrator can check the response status from the contact person in the form of a list. The failure handling status table is preferably associated with the destination information of the mobile terminal, and updating of information can be simplified by providing duplicate information in either table.

  Further, the failure management server may be provided with a function of determining the presence or absence of answer information, and a function of making a telephone call and sending an e-mail at regular intervals until answer information is acquired for a destination without answer information. This determination can be made by the failure management server confirming the failure response status table at regular intervals, and it is sent again at regular intervals until it is determined that there is an answer to the contact person whose answer status flag is not yet answered. Can prevent leakage. This determination rule may be a rule that requires an answer to either email or telephone, a rule that requires a reply by weighting either one, or a rule that is necessary for both.

  According to the failure status communication / management system of the present invention, it is possible to reliably contact failure information contact persons, and it is possible to quickly deal with failures. Furthermore, by providing a failure response status table, the server administrator can check the response status as a list, and can quickly deal with a contact person who has not been contacted. Furthermore, by providing a function of transmitting again at regular intervals, it is possible to prevent a simple notification omission due to a communication failure or the like.

  Embodiments of the fault status communication / management system of the present invention will be described below with reference to the drawings.

  FIG. 1 is a configuration diagram of a failure status communication / management system according to an embodiment of the present invention. The failure status communication / management system according to the present embodiment includes a failure management server (111) that notifies a failure status and a portable terminal (113) that receives the notification. The failure management server (111) includes a registrant list database (110), a correspondence status table (112), a voice program (103), a text conversion program (104), an extraction program (105), a table creation program (106), a table An update program (107), a telephone call program (108), and a mail transmission program (109) are included. The basic process is that when a system failure occurs in a certain user and the failure management server (111) receives the system failure report (102) (114), a voice message is created by the voice program (103) and text The correspondence status table (112) is created (115) by the creation program (104) and the extraction program (105) and the table creation program (106) based on the registrant list database (110). In addition, failure information is notified to all persons to be contacted by the telephone call program (108) and the mail transmission program (109) (116), and the table update program (107) based on the response / reply (116) from the person to be contacted To update the correspondence status table (112). After a certain time, the response status is transmitted to the user terminal (101) (117). The mobile terminal (113) has a mail transmission / reception function.

  FIG. 2 shows an example of the configuration of a standard system failure report sheet. Sheet is receipt number (201), customer name (202), date and time of occurrence (203), system name (204), product model / version (205), company name / department / reporter name (206), contact information (207), urgency level (208), and occurrence phenomenon (209). When creating a voice message, it is based on the customer name (202) and the urgency (208). When composing an email message, customer name (202), date and time of occurrence (203), system name (204), company name / department / reporter name (206), contact information (207), phenomenon of occurrence (209 ).

  FIG. 3 is a configuration example of a table of the registrant name list database. The table shows the item number (301), the registered contact person's responsible system (302), the contact person's name (303), the telephone number (304) and e-mail as contact information for the contact person in case of failure It consists of an address (305). A person in charge of a plurality of systems can be contacted regardless of which system has a failure by registering the number of systems in charge.

  FIG. 4 is a configuration example of the correspondence status table. The table shows the system name (401) of the system in which the failure occurred, the summary of the failure (402), the item number (403), the name of the person to be contacted (404), and a flag indicating whether or not the telephone contact was made (405) , A flag (406) indicating whether or not the mail has been opened, a response status (407) of the contact person, and an update time (408). An email message created by the failure management server is set in the failure summary (402). In addition, the response status (407) is updated by replying from the contact person in addition to managing the contact status according to the response from the contact person at the time of telephone contact and the opening state of the mail, so that the reporter The latest information can be grasped.

  FIG. 5 is a flowchart showing a processing procedure of failure status notification by the failure status notification / management system of the present invention. When a system failure occurs in a user system (step 501) and the failure management server receives a system failure report (step 502), the failure management server sends a voice message (eg: ○) according to the urgency level from the system failure report ○ Create a failure with a severity A in the city (step 503). Also edit the customer name, date and time of occurrence, system name, occurrence phenomenon, reporter and contact information (example: XX city, XX month XX day, XX system, form output fraud in online processing, XX company XX Part XX Ichiro, XX-XXXX-XXXX) is converted into text (step 504). Further, the contact person is extracted from the registrant list database (step 505), and a correspondence status table is created (step 506). Next, the failure management server sends the created text document to the registered mail address by e-mail (step 507), and makes a voice message created to the registered phone number (step 509). When the sent mail is opened, the mail flag in the response status table is set to ‘1’ and the response status is updated to ‘read mail’ (step 508). In addition, for the call origination, the call state is determined (step 510). If the call state is established, the process proceeds to the next step. If the call state is not established, the call is established again after a certain time (step 517) (step 517). Step 509) is performed. If it is in a call state, it is determined whether or not there is a response from the contact person (eg, press “1” after listening to the message) (step 511). If there is no response, after a certain time (step 517), the telephone call is made again (step 509). If it is determined that there is a response, the telephone flag in the response status table is set to ‘1’ and the response status is updated to ‘message confirmation’ (step 512). After a certain time, the reporter is notified of the response status. When both the mail flag and the telephone flag become “1”, the correspondence status in the correspondence status table is updated to “contact complete” (step 513). When the failure management server receives a reply from the contact person (eg, scheduled to arrive within 30 minutes) (step 514), it updates the correspondence status in the correspondence status table according to the reply content (step 515). After a certain time, the failure management server sends a response status to the failure reporter (step 516).

The system block diagram in embodiment of this invention. System trouble report sheet layout diagram. Registrant list database configuration diagram. FIG. The flowchart which shows the process sequence in a failure communication and management system.

Explanation of symbols

  DESCRIPTION OF SYMBOLS 101 ... User terminal, 103 ... Voice conversion program, 104 ... Text conversion program, 105 ... Extraction program, 106 ... Table creation program, 107 ... Table update program, 108 ... Telephone call program, 109 ... Mail transmission program, 110 ... Registrant Directory database, 111... Failure management server, 112... Correspondence status table, 113.

Claims (3)

  In a failure status communication / management system including a failure management server having a telephone call function and a mail transmission / reception function, the failure management server includes destination information of a portable terminal having a mail transmission / reception function possessed by a contact person, and the terminal On the other hand, a fault status communication / management system characterized by having a function of transmitting fault information as mail and voice information, a function of receiving response information from a portable terminal, and a function of storing transmission / reception results as data.   The failure status communication / management system according to claim 1, wherein the failure management server includes a failure response status table including at least target system identification information, a contact target person, a telephone response status, and an email response status. A failure status communication / management system having a function of receiving the response information and updating the response status of the table. The failure status communication / management system according to claim 1 or 2, wherein the failure management server has a function of determining the presence or absence of answer information, and calls at regular intervals until answer information is acquired for a destination without answer information. Failure status communication / management system characterized by sending and sending e-mails.

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