JP2007102391A - Order management system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To quickly make contact with a staff, and to easily confirm the progress of an operation. <P>SOLUTION: A PC4 for a task is used by a service staff so as to make an order request to a staff. A WEB server 5 registers a message in a DB, and transmits it to a portable terminal 8 carried by the staff, and the registered content can be browsed by the browser function of the PC for a task. An IM conversion gateway 6 receives the message from a WEB server, and converts it into IM, and notifies the portable terminal, and notifies the WEB server of the status transition of IM transmission to update the DB. A VoIP compatible LAN system 7 connects the portable terminal to the system by radio. The portable terminal receives the IM, and the records of the WEB server written in the IM can be accessed and browsed by radio. <P>COPYRIGHT: (C)2007,JPO&INPIT

Description

  The present invention relates to an order management system between a server and a terminal connected via a LAN, and more particularly to a management system for order requests from hotel guesthouse guests.

  2. Description of the Related Art Conventionally, hotel employees use PHS when making contact and order requests for service work such as room service, room cleaning, and reservation (see, for example, Patent Document 1). That is, a private branch exchange that wirelessly connects a wireless terminal having a display function, a guest room information data database that stores room information for each guest room, and a control terminal that communicates and connects with the private branch exchange. When the search condition related to the guest room information is detected, the guest room information related to the search condition is searched from the guest room information data database, and the search result is displayed on the wireless terminal.

  Specifically, the search condition is a condition related to any of the guest room information such as the guest room number, the guest name, the room state, or the floor information. For the search, the PHS browser possessed by each hotel employee Use the function.

Japanese Patent Laying-Open No. 2004-165938 (first page, FIG. 2)

  In the above-described conventional technology, since the employee's PHS terminal is called, when the employee is requested to order from the guest room, if the customer is busy, no response can be made. Has the first problem that the contents of transmission cannot be heard accurately. In addition, when using a pager instead of a PHS terminal, it is not necessary to respond, but in the case of an order from a guest room, other employees cannot confirm the current response status.

  In addition, there is a second problem that the employee must be contacted again in order to confirm the history and progress at the time of requesting an order from the employee.

  Therefore, an object of the present invention is to provide an order management system that improves service for guest users by eliminating contact errors and delays by speeding up contact with employees and facilitating confirmation of the progress of employee work. It is to provide.

  In order to achieve the above object, a first order management system of the invention is an order management system for transmitting an order to a portable terminal (8 in FIG. 1) carried by an employee on the campus and executing it. An IP telephony server (1 in FIG. 1) that performs telephone exchange processing of the business, a business PC (4 in FIG. 1) having a browser function that is used by service personnel on the premises and makes an order request to the employee, When an order request is received from a PC, the message is registered in a database and transmitted to a portable terminal, and the registered content can be viewed by a service person by the browser function of the business PC, (5 in FIG. 1), WEB When a message is received from the server, the message is converted into an instant message and notified to the mobile terminal. An instant message conversion gateway (6 in FIG. 1) that notifies the WEB server of the status transition of message transmission and updates the database, and a VoIP-compatible wireless LAN system (7 in FIG. 1) that wirelessly couples the portable terminal to the order management system. ) Is connected to the LAN (9 in FIG. 1), and the mobile terminal can receive the instant message via the VoIP compatible wireless LAN system, and can access and view the record of the WEB server written in the instant message wirelessly. It is characterized by.

  The second order management system of the present invention is an order management system for transmitting an order from a guest room user of a hotel to a portable terminal (8 in FIG. 1) carried by an employee of the hotel to fulfill the order. An IP telephony server (1 in FIG. 1) that performs telephone exchange processing in a hotel, a guest room telephone (2 in FIG. 1) that is an IP telephone terminal, and used for a response to the guest room telephone that is used by a hotel service staff A business telephone (3 in FIG. 1) that is an IP telephone terminal, and a business PC (4 in FIG. 1) having a browser function that is used by a service clerk who has received an order and makes an order request to a hotel employee; When an order request is received from the business PC, the message is registered in the database and transmitted to the mobile terminal. When a message is received from the WEB server (5 in FIG. 1) that can be browsed by the service staff, the message is converted into an instant message and notified to the mobile terminal, and the status transition of the instant message transmission is sent to the WEB An instant message conversion gateway (6 in FIG. 1) that notifies the server to update the database and a VoIP-compatible wireless LAN system (7 in FIG. 1) that wirelessly couples the portable terminal to this order management system are shown in FIG. 9), the portable terminal receives an instant message via a VoIP-compatible wireless LAN system, and can wirelessly access and browse a record of a WEB server written in the instant message.

  The instant message includes at least a URL on the WEB server and a record ID for specifying an order.

  The first effect of the present invention is that a broadcast message can be sent to a plurality of employees at the time of order request, and an employee who can respond immediately accepts it, so that a quick service can be provided. is there.

  The second effect is that the mobile terminal has a browser function, so other employees can check the IM transmission status (order not accepted, accepted, completed, etc.) when sending an order. The work does not overlap.

  The third effect is that since a message can be left on the WEB server for an employee who is responding to an order, the employee can take the next action immediately after completing the order.

  The fourth effect is that since the mobile terminal has a browser function, it is possible to provide more information than a conventional PHS terminal using the merit of high-speed data communication.

  The order management system of the present invention includes an IP telephony server that performs telephone exchange processing of a hotel, a VoIP-compatible wireless LAN system, a business telephone on a network controlled by them, a guest room telephone, a business PC having a browser function, an instant It is composed of a mobile terminal having a message (hereinafter referred to as “IM”) function and a browser function, a WEB server, and an IM conversion GW.

  The WEB server includes information storage means for displaying information to business PCs and portable terminals, storing various information input from those terminals, and information transmitting / receiving means for transmitting / receiving the information to / from the IM conversion GW. The IM conversion GW includes means for transmitting an instant message to the portable terminal by receiving information from the WEB server.

  In the order management system of the present invention, a business PC and a portable terminal are connected to a network of an IP telephony server or a VoIP compatible wireless LAN system, and the WEB server is accessed from the browser function of these terminals. An order request is made by inputting a message from the browser screen. The WEB server to which the message is input transmits the message to the IM conversion GW. The IP telephony server performs routing control so that the IM conversion GW that has received the message transmits an instant message to the corresponding mobile terminal, and the instant message is transmitted from the IM conversion GW to the mobile terminal via the VoIP compatible wireless LAN system. Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings.

[Description of configuration]
FIG. 1 is a block diagram showing an embodiment of the order management system of the present invention. In this order management system, an IP telephony server 1, a guest room telephone 2, a business telephone 3, a business PC 4, a WEB server 5, an IM conversion gateway (GW) 6 and a VoIP-compatible wireless LAN system 7 are connected to a LAN 9, and VoIP A mobile terminal 8 with IM function (hereinafter referred to as “mobile terminal”) can be connected to the corresponding wireless LAN system 7 wirelessly. There can be a plurality of business telephones 3 and business PCs 4 as well as the guest room telephone 2, but only one is depicted in order to avoid complication of the drawing.

  The IP telephony server 1 corresponds to a private branch exchange, and performs routing control of the guest room telephone 2, the business telephone 3, and the portable terminal 8, that is, telephone exchange processing.

  The guest room telephone 2 is mainly used by the hotel guest. For example, the guest person orders an additional request for a blanket or a bath towel from the guest room telephone 2 to the service telephone 3 of the front desk, room service, etc. It is an IP telephone terminal that can

  The business telephone 3 is an IP telephone terminal that is used by a service person such as a hotel receptionist and used to receive a response with the guest room telephone 2, for example, an order from the guest room telephone 2. The business PC 4 is used by an order receptionist and has a browser function as a terminal for making an order request to an employee.

  When receiving an order request from the business PC 4, the WEB server 5 registers the message in a built-in database and transmits it to the IM conversion GW 6. Further, when the status of IM transmission is received from the IM conversion GW 6, the status is registered. These registered contents can be browsed by the service staff by the browser function of the business PC 4.

  When the IM conversion GW 6 receives a message from the WEB server 5, the IM conversion GW 6 converts the message into IM, and notifies the portable terminal 8 via the VoIP compatible wireless LAN system 7 by the routing control of the IP telephony server 1. The IM is a short message having at least the URL and record ID on the WEB server 4 as a content, but may include a gist of the formal content discarded from the message. The IM conversion GW 6 notifies the WEB server 5 of the status transition of IM transmission.

The portable terminal 8 is carried by an employee, receives the IM wirelessly, and is used to wirelessly access the URL of the WEB server 5 written in the IM. The VoIP compatible wireless LAN system 7 is a wireless LAN system for coupling the mobile terminal 8 to the hotel communication system.
[Description of operation]
Next, the operation of the hotel communication system configured as described above will be described with reference to FIGS. The guest can place an order by telephone to the business telephone 3 by the guest room telephone 2. The contents of the order are, for example, an additional request for a blanket or bath towel, a request for coffee, and the like.

  When the service clerk who receives this order on the business telephone 3 accesses the WEB server 5 from his / her business PC 4 with a browser function, an order input screen as shown in FIG. 2A is displayed. When the service clerk inputs the order type, room number, and order contents on this order entry screen and presses the send button, an order request message is registered in the database of the WEB server 5.

  FIG. 3A shows the record contents of the order registered in the database of the WEB server 5. The address “7000” is the IP address of the mobile terminal 8, the sender “Ichiro Tanaka” is the service clerk, the receiver “None” and the status “Not Accepted” indicate that nobody has accepted this order yet. , Record ID is given to this record. FIG. 2B shows an order entry completion screen displayed on the business PC 4 after registration in the database of the WEB server 5.

  FIG. 4A shows a list screen of orders registered in the database of the WEB server 5 by a service clerk, and FIG. 4B is a screen showing details of the orders specified on the order list screen. “Unaccepted” on the order list screen means that an order is not accepted by an employee who carries the mobile terminal 8 and fulfills the order, “responding” means that the employee is fulfilling the order, and “completion” means fulfillment of the order Means that is completed. These statuses are determined when the mobile terminal 8 is registered in the WEB server 5.

  The message registered in the WEB server 5 is transmitted to the IM conversion GW 12 by the WEB server 4 toward the portable terminal 8. The message destination “7000” does not specify an employee, so this message is a broadcast message. The IM conversion GW 12 that has received the message converts the message to IM. The IM contains the URL and record ID of the WEB server 5, but other order contents may be included.

  This IM is notified to the portable terminal 8 via the VoIP compatible wireless LAN system 7 by the routing control of the IP telephony server 1, and the employee carrying the portable terminal 8 that has received the IM is requested to fulfill the order. . FIG. 5A shows an IM screen corresponding to the order example described above. “Id = 567” in FIG. 5A indicates the record number of this order.

  Since the result of the IM transmission to the portable terminal 8 is notified to the WEB server 5 by the IM conversion GW 6, the service clerk can grasp the completion or failure of the transmission by the browser function of the business PC 4.

  The employee who has the portable terminal 8 that has received the IM of the order request accesses the URL of the WEB server 5 written in the IM of FIG. 5A from the portable terminal 8, and the WEB screen on which the details of the order are written (FIG. 5B) can be browsed. When the employee registers and accepts on the WEB screen, the fact that the employee has accepted the order is registered in the database of the WEB server 5, and the mobile terminal 8 has a WEB screen (FIG. 5C) which is a corresponding screen. Is displayed. In the corresponding screen, the employee name is added to the WEB screen in FIG. 4B.

  FIG. 3B shows the content of the record after the content of the record registered in the database of the WEB server 5 (FIG. 3A) is updated by the above registration. This order is accepted by the mobile terminal 7000, indicating that it is being handled. After an order is registered, it cannot be registered because other employees access the order and are still working.

  When the employee who has accepted the order finishes fulfilling the order, the WEB screen (FIG. 6B = FIG. 5C) is accessed from the mobile terminal 8 by accessing the WEB server 4 from the URL of the IM screen (FIG. 6A = FIG. 5A). ) To complete registration. This ends the order. When the completion is registered, the mobile terminal 8 displays a WEB screen (FIG. 6C) that is a completion screen.

  With these operations, IM status transitions (IM transmission, IM transmission failure, IM transmission retry, IM unread, IM already read, etc.) are notified to the WEB server 5 via the IM conversion GW 6, This can be confirmed with the browser function of the business PC 4. In addition, order status transitions (not accepted, accepted, completed, etc.) are also displayed by displaying the order list screen (Fig. 4A) with the browser function of the business PC 4, selecting the relevant order, and pressing the display button. The detailed content screen (FIG. 4B) can be confirmed.

  The above is the explanation about the communication regarding the order between the service clerk and the employee, but the message exchange between the service clerk and the employee can be performed in a similar manner. In this case, the service clerk may access the WEB server 5 from the business PC 4 and register a message to the mobile terminal 8 of the employee who wants to contact on the WEB.

  The WEB server 4 transmits the registered message to the IM conversion GW 6. The IM conversion GW 6 that has received the message notifies the portable terminal 8 of the message by IM through the VoIP compatible wireless LAN system 7 under the routing control of the IP telephony server 1. The employee who has received the IM can access the URL on the WEB server 5 written in the IM from the portable terminal 8 and can confirm the details of the contact contents and complete the request. The status transition of these operations can also be confirmed on the business PC 4 with a browser function.

  Although the above description of the operation has been made as an IP telephony system compatible with a wireless LAN of a hotel, it is not limited to a hotel. For example, it is compatible with wireless LAN in large-scale stores, factories, distribution networks, amusement parks, etc. The present invention can also be effectively used for a system that makes an order request or the like with an IP telephony system.

The block diagram which shows one Example of the order management system of this invention The figure which shows the order input screen of business PC The figure which shows the record contents of the order which is registered in the WEB server The figure which shows the order confirmation screen of business PC The figure which shows the portable terminal screen at the time of order reception The figure which shows the portable terminal screen when order execution ends

Explanation of symbols

1 IP Telephony Server 2 Guest Room Phone 3 Business Phone 4 Business PC
5 WEB server 6 IM conversion GW
7 VoIP compatible wireless LAN system 8 Mobile terminal with IM function (mobile terminal)

Claims (3)

In an order management system for sending an order to a mobile terminal carried by a local employee and executing it,
An IP telephony server that performs on-premises telephone exchange processing;
A business PC having a browser function that is used by a service clerk on the premises and makes an order request to the employee;
When receiving an order request from the business PC, the message is registered in a database and transmitted to the mobile terminal, and the registration content can be viewed by the service staff by the browser function of the business PC;
Upon receiving a message from the WEB server, the message is converted into an instant message and notified to the mobile terminal, and an instant message conversion gateway for notifying the WEB server of status transition of instant message transmission and updating the database. When,
A VoIP compatible wireless LAN system that wirelessly couples the portable terminal to the order management system is connected via a LAN.
The order management system, wherein the portable terminal receives an instant message via the VoIP-compatible wireless LAN system and can wirelessly access a record of the WEB server written in the instant message. In an order management system for fulfilling an order by transmitting an order from a hotel guest to a mobile terminal carried by a hotel employee,
An IP telephony server that performs telephone exchange processing in the hotel,
A guest room telephone which is the IP telephone terminal;
A business telephone which is an IP telephone terminal used by a hotel service representative and used to respond to the guest room telephone;
A business PC having a browser function used by a service clerk who has received the order and making an order request to a hotel employee;
When receiving an order request from the business PC, the message is registered in a database and transmitted to the mobile terminal, and the registration content can be viewed by the service staff by the browser function of the business PC;
Upon receiving a message from the WEB server, the message is converted into an instant message and notified to the mobile terminal, and an instant message conversion gateway for notifying the WEB server of status transition of instant message transmission and updating the database. When,
A VoIP compatible wireless LAN system that wirelessly couples the portable terminal to the order management system is connected via a LAN.
The order management system, wherein the portable terminal receives an instant message via the VoIP-compatible wireless LAN system and can wirelessly access a record of the WEB server written in the instant message. 3. The order management system according to claim 1, wherein the instant message contains at least a URL on the WEB server and a record ID for specifying the order.

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