JP2007128299A - Trouble saving service system for elevator - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a saving service system for quickly dispatching a service man of a service company so as to meet a present condition and a request when a trouble saving request of an elevator is received from a member. <P>SOLUTION: The saving service system is provided with: a telephone set 2 or the like of each member allowed to transmit a saving service request; respective service company terminals 3 of a plurality of saving service companies, each of which returns a saving request acceptance/rejection answer to a saving service request from a call center 1 on the basis of the saving standby state of its own company; the call center 1 for retrieving registration information matched with member's previously registered registration information and saving request information outputted from the telephone set 2 or the like when the saving service request is outputted out of registration information previously registered in respective saving service companies when the saving service request is received from the telephone set 2 or the like, transmitting the saving service request to a selected saving service company terminal and transmitting a returned saving request acceptance/rejection answer to the telephone set 2 or the like; and a communication network for connecting the telephone set 2 or the like, the service company terminals 3 and the call center 1. <P>COPYRIGHT: (C)2007,JPO&INPIT

Description

  The present invention relates to a trouble relief service system for an elevator that provides a relief service for troubles related to an elevator.

  Conventionally, maintenance contracts have been premised on elevator repairs, and this type of system consists of a maintenance center managed by a maintenance company, a customer-side terminal owned by an elevator owner, etc., and a mobile terminal owned by a maintenance staff. There is an elevator maintenance contract system or the like that can be connected via a network and can change an elevator maintenance contract or contract on the network (see, for example, Patent Document 1).

  In addition, there is a system using a terminal device and a management device including a network and a computer for introducing a construction contractor according to a request to a construction requester in a housing-related work or the like (see, for example, Patent Document 2).

JP 2003-91608 A JP 2001-216414 A

  Thus, conventionally, in the elevator maintenance industry, there is only a repair and repair service system based on the maintenance contract as described above, and the owner of the elevator who does not have the maintenance contract has trouble related to the elevator, for example, the elevator. When there is a problem such as a failure or a problem that a key or the like has been dropped in the pit below the elevator hoistway, there is a problem that it is not possible to receive a quick relief service for solving and recovering the problem. In addition, for elevators with maintenance contracts, a quick relief service could not be obtained unless maintenance personnel dispatched by the contract maintenance company could be arranged immediately. Furthermore, the conventional system for introducing a construction contractor according to a request to a construction requester is merely an introduction of the contractor.

  The present invention was made to solve the above-mentioned problems, and dispatches a service person when a notification about an elevator-related problem has occurred from a subscriber of this system, regardless of the maintenance contract. Then, it aims at providing the trouble relief service system of the elevator which eliminates a trouble quickly.

  This invention relates to each subscriber's telephone or mobile phone that transmits a rescue service request and rescue request information related to an elevator-related trouble according to the input, and a real-time response to the rescue service request including the rescue request information transmitted from the call center. Each of the service company terminals of a plurality of rescue service companies that provide relief services in response to relief service requests and returns relief request acceptance / rejection responses based on the rescue standby status of the rescue service and the relief service transmitted from the telephone or mobile phone In response to the request, the registration information registered in advance for each subscriber in the registration information registered in advance for each rescue service company, and the rescue request information sent from the telephone or mobile phone at the time of the rescue service request Relief service company that has been searched for and selected one that meets The call center for transmitting the rescue service request including the rescue request information to the service company terminal and transmitting the rescue request acceptance / rejection reply to the telephone or the mobile phone, the telephones and the mobile phone, An elevator trouble-relief service system comprising a telephone network that connects each service company terminal and a call center so as to communicate with each other and a communication network including a communication network.

  In this invention, regardless of the maintenance contract, when a request for relief of a trouble related to an elevator is received from a subscriber of this system by a telephone or a mobile phone, it has the skill to solve the trouble that has occurred and meets the request of the subscriber. A service person of a rescue service company can be dispatched quickly.

  In general, the service system of the present invention forms a trouble relief service company terminal group by a plurality of registered relief service company terminals composed of, for example, a manufacturer or non-manufacturer maintenance company or other newly established company. Similarly, rescue request information including rescue service request and trouble information etc. is sent from the subscriber terminal of the subscriber consisting of the owner of the elevator registered by the registration system to the center of the system consisting of the call center, A rescue service company is selected suitable for the rescue service request based on the rescue service company and subscriber registration information registered in advance in the center and the rescue request information from the subscriber terminal, and the rescue request information is included in the rescue service company terminal. In addition to requesting a rescue service, add a rescue request acceptance / rejection reply sent back from the terminal of the rescue service company. And it provides a service to inform the terminal. Thereby, if a relief request is accepted at the relief service company terminal, a service person is dispatched from the relief service company to solve the trouble. Hereinafter, the present invention will be described according to embodiments.

  FIG. 1 is a diagram showing the configuration of an elevator trouble relief service system according to the present invention. The subscriber terminal group 2 includes subscriber telephones 2a, mobile phones 2b, and network terminals such as Internet terminals 2c registered in advance in this system. The call center 1 is connected to a subscriber terminal group 2 via a telephone network TN and a communication network CN (hereinafter referred to as the Internet) such as the Internet so that communication is possible, and a trouble relief service company terminal group 3 is also connected via the Internet CN. Are connected to communicate. The trouble relief service company is a company registered in the system in advance, and the service company terminal group 3 includes service company terminals 3a of relief service companies (A, B, C. , Each service company terminal 3b of a rescue service company (a, b, c...) Consisting of a non-manufacturer maintenance company or a new company that is not a maintenance company. Each of these service company terminals 3a and 3b is a network terminal such as an Internet terminal.

  Note that the telephone 2a and the cellular phone 2b have a telephone function capable of receiving voice via the telephone line network TN and transmitting voice, pulse signals, dial tone frequency (DTMF) signals, and the like. Further, the mobile phone 2b may be provided with a network connection function such as i-mode. In this case, the mobile phone 2b is connected via the Internet CN in the same manner as the Internet terminal 2c via the mobile phone network connection center (not shown). Communication is possible.

  Although the Internet will be described as an example here, the Internet may be another communication network, and in this case, each Internet terminal is configured by a network terminal of the communication network. In addition, a communication network including the telephone line network TN and the communication network CN is used.

Embodiment 1 FIG.
As a first embodiment of the present invention, a case will be described in which the subscriber terminal group 2 includes a telephone set 2a and a mobile phone 2b, and copes with a trouble relief service request to the call center 1 by telephone from the telephone set 2a or the mobile phone 2b. .

  FIG. 2 shows a functional block diagram of the call center 1 in the present embodiment. The call center 1 is constituted by an information processing device or a group of information processing devices such as a workstation server of a company that operates this system. The call center 1 includes a private telephone exchange (PBX) means 101 for performing telephone exchange in the call center 1, automatic voice response processing (IVR) means 103 for automatically responding by voice according to response information 105 including various response information, communication on the Internet CN Network communication processing means 117 for performing communication, subscriber DB 111 and service company DB 113 storing registration information of subscribers and service companies registered in advance when joining the system, and subscribers based on these registration information The service management processing unit 109 performs service management processing such as requesting the rescue service request to the service company terminals 3a and 3b that meet the conditions in response to the rescue service request from the service company. Not established, by call center 1 operator (not shown) An operator operation processing means including a display means 107b for an operator and an input means 107a for causing the service management processing means 109 to perform processing in accordance with an operation input from the input means 107a when the process is switched to manual processing. 107. Computer / phone integration (CTI) means 115 for integrating the computer system and the telephone. Note that the automatic voice response processing (IVR) means 103 or the service management processing means 109 may incorporate the function of the computer / phone integration means 115. The operator's telephone is indicated by OP.

  FIG. 3 shows a functional block diagram of each terminal 3a, 3b of the service company terminal group 3 in this embodiment. The terminals 3a and 3b are network communication processing means 301 for performing communication on the Internet CN, for example, a relief service that takes into account the standby state of maintenance personnel in the elevator maintenance work that is a core business if the elevator maintenance company Relief that generates a rescue standby status indicating the current status of the rescue service in consideration of the status of the business management in the business management processing unit 305 and the business management processing unit 305 that performs business management including the management of service personnel A standby status generating unit 303, a rescue request receiving processing unit 307 for receiving a service request from the call center 1, a display unit 309 for an operator, and an input unit 311 are provided.

  4A shows an example of subscriber registration information stored in the subscriber DB 111 of FIG. 2, and FIG. 4B shows an example of registration information of service company stored in the service company DB 113. Each is shown. In the subscriber registration information of FIG. 4 (a), each subscriber is assigned a registration number, and the registration information includes a registration number, a password or password, a subscriber's name, address, telephone number and mobile phone number. And notification destination information consisting of e-mail addresses, etc., and elevator information of owned elevators. Elevator information is the elevator type information consisting of manufacturer name, model, model name, etc. to identify the elevator, and the area information consisting of the elevator location (prefecture municipality) and the area number assigned on the map in this system of this location including. In the case of having a plurality of elevators, information about each elevator is included.

  In the registration information of the service company in FIG. 4B, each service company is assigned a registration number, and the registration information includes a registration number, the company name of the service company, an address, and a notification destination address on the network. Service information including information, type information of all service target elevators that can be rescued (indicated by manufacturer name, model, model name, etc.) and corresponding levels indicating the level of trouble that can be opposed for each type of elevator, It includes the relief area information indicating the service areas that can be supported by the above-described area number group and the relief request history of the relief service request.

  In the service information, for the service target elevator indicated by the type of the elevator, for example, only the manufacturer name is described, and if there is no lower model or model name, it is assumed that all elevators of the manufacturer are service targets. In addition, as an example of the trouble response level, a case where it is possible to deal only with things that fall into the lower pit of the hoistway, which is a minor trouble that does not require advanced technology for repairing, and that the bulbs of the lighting equipment of the elevator are broken. "Response level 1", advanced level of repair, but a moderate level of trouble that is not directly related to the person's body. In the case where it is possible to cope with the confinement in the car, which is a serious trouble related to the human body and requires a special technique, it is set as “correspondence level 3”, and is set for each type of service target elevator.

  The service information in FIG. 4B may further include a charge rank for each type of service target elevator. The charge rank indicates whether the relief service charge is set higher or lower, and an appropriate number of ranks (for example, “Rate Rank 1”, “Rate Rank 2”, “Rate Rank 3”) A predetermined charge rank is set in advance based on the charge system of each service company. In general, service companies by elevator manufacturer maintenance companies have a very high technical level, but the prices are relatively high, resulting in a high “fee rank 3”. Service companies by non-manufacturer maintenance companies Is not expensive compared to a manufacturer-based maintenance company, but the price is cheaper and it becomes a medium “price rank 2”, and a service company that specializes in simple services such as lost items and bulb breaks ( In this case, the service target elevator column may be “all elevators” if it can handle all elevators, and the corresponding level will be “corresponding level 1”), and it may be a lower “fare rank 1”. One charge rank may be set for each company. Furthermore, information indicating a company classification indicating whether the service company is a manufacturer maintenance company, a non-manufacturer maintenance company, or a service company specialized in simple services may be included.

  The area number may correspond to a prefectural municipality, or may be an area number based on a classification unique to this system.

  FIG. 5 shows a flowchart for explaining the operation of the system in the present embodiment, and the operation will be described in accordance with this flowchart. If the elevator breaks down or has trouble, the subscriber calls the trouble relief service number in the call center 1 from any telephone (public telephone or household landline) 2a or mobile telephone 2b through the telephone network TN. (Step S1). The private telephone exchange means 101 of the call center 1 connects to the automatic voice response processing means 103 when receiving a call for the trouble relief service number. The automatic voice response processing means 103 generates a voice message requesting the subscriber's telephone 2a or mobile phone 2b (hereinafter referred to as the telephone 2a) to input a registration number and a password in accordance with the response information 105 stored in advance. (Step S2).

  The subscriber listens to the message, inputs the registration number and password from the telephone 2a, and transmits it (step S3). The transmission form may be a DTMF signal or voice (signal) (the same applies hereinafter). When the automatic voice response processing means 103 receives the registration number and the password, they are sent to the service management processing means 109 by being converted into computer system data by the function of the computer / phone integration means 115. The service management processing means 109 authenticates the subscriber by matching the received personal identification number with the subscriber's personal identification number (see FIG. 4A) of the registration number received in the subscriber DB 111 (step S4). .

  If the authentication of the subscriber is established, the result is converted by the computer / phone integration means 115 (hereinafter, the operation of the computer / phone integration means 115 is omitted) and sent to the automatic voice response processing means 103, where the automatic voice response processing means 103 is sent. Generates a voice message requesting input of rescue request information including trouble information of the trouble that has occurred based on the response information 105, and transmits the voice message to the telephone 2a (step S5). While listening to the message, the subscriber inputs trouble information or the like to the telephone 2a and transmits it (step S6). The automatic voice response processing means 103 receives the signal from the telephone 2a, and the received signal is collected by the service management processing means 109 and temporarily stored as rescue request information (step S7).

As an example of the operation of the automatic voice response processing means 103 and the telephone 2a in steps S5 and S6, a case where trouble information is collected is shown. From the automatic voice response processing means 103,
“If the problem that occurred is a minor problem such as a fallen object in the lower pit of a hoistway or a broken bulb in an elevator lighting device,“ 1 ”. Advanced technology for repairing elevator stoppage, door opening / closing failure, etc. "2" for troubles that require maintenance, "3" for serious troubles that require advanced techniques for repairs such as confinement in the car, and press buttons or voice numbers Please enter. "
The subscriber listens to the voice message on the telephone 2a, and operates the buttons of the telephone 2a or inputs a trouble level (trouble information) “1”, “2”, or “3” by voice. .

  Further, the user may similarly request the designation of the charge rank, the company classification, etc., operate the button or input it by voice, and store it as rescue request information. Furthermore, if the subscriber has registered multiple types of elevators with one registration number, the elevator number consisting of the elevator manufacturer name, model, model name, serial number assigned to the owned elevator at the time of registration (illustrated) (Omitted) etc. is requested, and an input for identifying the elevator in which the trouble has occurred is requested. Based on the input, the type of the elevator in the elevator information in the registration information that identifies the trouble is identified and stored as rescue request information.

  When predetermined relief request information is collected, the service management processing means 109 searches the registration information of each relief service company shown in FIG. 4B, and registers the corresponding subscriber shown in FIG. A rescue service company that matches the information and the collected rescue request information is searched, and a service company that requests the rescue service is selected (step S8). Specifically, for example, the same type as the elevator type information of the subscriber's elevator information (the specified elevator type when there are multiple units and specified input from the subscriber) is the service target of the service information of the service company Area information indicating the location of the elevator of the type that the subscriber is in the range that can accept the trouble level (trouble information) that is in the elevator and the corresponding level for the type of elevator is acceptable, is provided by the service company. Filter to service companies included in the area information. It should be noted that a conversion table (not shown) for converting the area information indicated by the prefectural municipalities into area numbers may be prepared in advance, and the conversion may be performed according to this.

  Further, when information such as a charge rank and a company classification is also collected, the service companies are further narrowed down based on these information. If multiple service companies remain after narrowing down, select the service company with the oldest rescue service request taking into account the past rescue request history, or generate a random number and select the service company based on this To do.

  The service management processing unit 109 generates rescue request information including elevator information, trouble information, and subscriber notification destination information from the registration information of the call center 1 and information input from the telephone 2a regarding the rescue service request. Then, referring to the notification destination information of the registered information of the service company, a rescue service request including the rescue request information is transmitted from the network communication processing means 117 to the service company terminal 3a or 3b of the selected service company via the Internet CN ( Step S9).

  The business management processing means 305 of the service company terminals 3a and 3b performs business management of each serviceman of the company, and the rescue standby status generating means 303 is the service management information in the business management processing means 305. Based on all types of elevators (manufacturer names, models, model names) that can be rescued by the workers, the above-mentioned corresponding levels for each of these types, and serviceman information including standby status information that indicates whether or not they are currently available Generate real-time rescue waiting status information.

  Whether the relief request reception processing unit 307 can accept the relief request based on the relief waiting state information from the relief waiting state generation unit 303 with respect to the relief service request including the relief request information obtained by the network communication processing unit 301. It is determined whether or not (step S10). That is, it is determined whether or not there is a service person in the rescue standby state that has the elevator type and the corresponding rank and can support the trouble of the elevator trouble type rank of the elevator information type in the relief request information.

  Then, the relief request reception processing means 307 returns a response to the relief request acceptance from the network communication processing means 301 to the call center 1 via the Internet CN if there is a corresponding service person, and rejects the relief request from the network communication processing means 301 (step S11). . At this time, the administrator of the service company confirms the determination result of the relief request acceptance in the relief request acceptance processing means 307 on the display means 309, and accepts the rejection / rejection of the relief request on the condition that the confirmation input from the input means 311 by the administrator is a condition. You may make it reply.

  In the call center 1, when the service management processing unit 109 receives the response for accepting / rejecting the relief request via the network communication processing unit 117, the service management processing unit 109 writes the history to the service company's relief request history in the service company DB 113 and accepts the relief request. For example, the automatic voice response processing means 103 is instructed to accept the relief request, and the automatic voice response processing means 103 follows the response information 105 stored in advance and the name of the service company that accepted the relief request. The request is accepted by the XX service company and will be contacted directly by the XX service company ", and a voice message such as" is sent to the subscriber's telephone 2a via the private telephone exchange means 101 ( In step S12), the subscriber receives this at the telephone 2a (step S13). If communication from the subscriber's telephone 2a is disconnected, the reply to the subscriber may be made based on the notification destination information in the subscriber DB 111. In this case, the notification destination information may be an email address. For example, the service management processing unit 109 transmits a response from the network communication processing unit 117 to the Internet terminal 2c of the subscriber or the mobile phone 2b having a network connection function via the Internet CN.

  The service company includes the elevator information including the location of the elevator and the subscriber's notification destination information in the rescue request information sent together with the request for the rescue service from the call center 1, so that the service person can include these information. Based on the direct contact with the subscriber to the location of the elevator.

  On the other hand, if the relief request is rejected, the service management processing means 109 sends an operator response request signal to the operator operation processing means 107, and the operator confirms this on the display means 107b, and the operator telephone OP and operator operation processing means 107 are confirmed. An appropriate service company is selected in response to an operator using the service, and a rescue service request is made (step S14).

  Even if the relief request is rejected, if there are finally more than one service company at the time of narrowing down the service company selection in step S8, the process returns to step S8 to exclude the service company that refused the relief request. In the remaining service companies, the processes after step S8 are repeated in the same manner (step S15). This is continued until the service company disappears if the relief request is not accepted.

Embodiment 2. FIG.
As a second embodiment of the present invention, the subscriber terminal group 2 of FIG. 1 includes, for example, an Internet terminal 2c which is a network terminal and a mobile phone 2b having a network connection function, and a communication network from the Internet terminal 2c or the mobile phone 2b. A case will be described in which a rescue service request for trouble to the rescue service center 1a through network communication via CN is dealt with. In the case of the cellular phone 2b, communication via the Internet CN is performed in the same manner as the Internet terminal 2c via a cellular phone network connection center (not shown).

  FIG. 6 shows a functional block diagram of the Internet terminal 2c and the mobile phone 2b in the present embodiment. The Internet terminal 2c and the mobile phone 2b have a browsing response processing unit 201 that performs a response based on browsing of information on a site on the network of its own address and an input to the information, a display unit 203 including a display and a display screen, a keyboard and an input Input means 205 including operation buttons and the like is provided.

  FIG. 7 shows a functional block diagram of the rescue service center 1a in the present embodiment. 2 differs from the call center 1 in FIG. 2 in that instead of the network communication processing means 117, communication is performed on a communication network, and screen information 121 including various display screen information for access to a server provided with a rescue service site. Server processing means 119 for performing server processing such as screen display according to the above. In particular, the service management processing means 109a is used because the functions of the service management processing means are slightly different. The basic roles of other parts are the same as those in FIG.

  The configuration of the service company terminals 3a and 3b is basically the same as that shown in FIG.

  FIG. 8 shows a flowchart for explaining the operation of the system in the present embodiment, and the operation will be described in accordance with this flowchart. Since the cellular phone 2b is connected to the Internet CN via a cellular phone network connection center (not shown) and used as a network terminal in the same manner as the Internet terminal 2c, the subscriber terminal is hereinafter referred to as the Internet terminal 2c. The case where it is is demonstrated.

  If a failure or trouble occurs in the elevator, the subscriber accesses the URL (address) of the rescue service site of the rescue service center 1a from the internet terminal 2c via the internet CN and makes a rescue service request (step S1). When the server processing unit 119 of the rescue service center 1a receives the URL of the rescue service site, the registration screen and password (or password) input screen information for the subscriber's Internet terminal 2c according to the screen information 121 stored in advance. Is transmitted (step S2).

  Upon receiving this, the browsing response processing means 201 of the Internet terminal 2c displays an input screen on the display means 203, and when the subscriber inputs a registration number and a password on the input screen by the input means 205, these are transmitted (step S3). . When the server processing unit 119 receives the registration number and the password, they are sent to the service management processing unit 109a. The service management processing means 109a authenticates the subscriber by matching the received personal identification number with the subscriber's personal identification number (see FIG. 4A) of the registration number received in the subscriber DB 111 (step S4). .

  If the authentication of the subscriber is established, the result is sent to the server processing means 119, and the server processing means 119, based on the screen information 121, the above trouble information and, if necessary, the charge level, company classification, elevator type The input screen information of the rescue request information including only the subscribers holding a plurality of types is transmitted to the Internet terminal 2c (step S5). The browsing response processing means 201 of the Internet terminal 2c transmits the trouble information and the like when the subscriber views the input screen (step S6). When the server processing means 119 receives these, the received signals are collected by the service management processing means 109a and temporarily stored as rescue request information (step S7).

  When predetermined relief request information is collected, the service management processing means 109a searches the registration information of each relief service company shown in (b) of FIG. 4, and registers the corresponding subscriber shown in (a) of FIG. Search for a rescue service company that matches the information and the collected rescue request information, and select a service company that requests the rescue service. Specifically, for example, the same type as the elevator type information of the subscriber's elevator information (the specified elevator type when there are multiple units and specified input from the subscriber) is the service target of the service information of the service company Area information indicating the location of the elevator of the type that the subscriber is in the range that can accept the trouble level (trouble information) that is in the elevator and the corresponding level for the type of elevator is acceptable, is provided by the service company. Filter to service companies included in the area information. Further, when information such as a charge rank and a company classification is also collected, the service companies are further narrowed down based on these information.

  When the service management processing unit 109a sends the registered information in the service company DB 113 of the narrowed down service company to the server processing unit 119, the server processing unit 119 converts the registration information into, for example, a list of registration information of the corresponding service company. Edit and create the service company selection screen and transmit the screen information to the Internet terminal 2c (step S8). The browsing response processing means 201 of the Internet terminal 2c transmits this when a subscriber selects a service company while browsing the service company selection screen and inputs a selection result (step S9).

  The service management processing means 109a generates rescue request information including elevator information, trouble information, and subscriber notification destination information from the registration information of the rescue service center 1a and information input from the Internet terminal 2c with respect to the rescue service request. At the same time, referring to the notification destination information of the registration information of the service company, the service processing terminal 119 transmits the rescue service request including the rescue request information from the server processing unit 119 via the Internet CN to the service company terminal 3a or 3b of the selected service company. (Step S10).

  The business management processing means 305 of the service company terminals 3a and 3b performs business management of each serviceman of the company, and the rescue standby status generating means 303 is the service management information in the business management processing means 305. Based on all types of elevators (manufacturer names, models, model names) that can be rescued by the workers, the above-mentioned corresponding levels for each of these types, and serviceman information including standby status information that indicates whether or not they are currently available Generate real-time rescue waiting status information.

  Whether the relief request reception processing unit 307 can accept the relief request based on the relief standby state information from the relief standby state generation unit 303 with respect to the relief service request including the relief request information obtained by the network communication processing unit 301. It is determined whether or not (step S11). That is, it is determined whether or not there is a service person in the rescue standby state that has the elevator type and the corresponding rank and can support the trouble of the elevator trouble type rank of the elevator information type in the relief request information.

  Then, the relief request reception processing means 307 returns a response to the relief request acceptance from the network communication processing means 301 to the relief service center 1a via the Internet CN if the corresponding serviceman is present, or the relief of rejection of the relief request if there is not (step). S12). At this time, the administrator of the service company confirms the determination result of the relief request acceptance in the relief request acceptance processing means 307 on the display means 309, and accepts the rejection / rejection of the relief request on the condition that the confirmation input from the input means 311 by the administrator is a condition. You may make it reply.

  In the rescue service center 1a, when the service management processing unit 109a receives the response for accepting / rejecting the relief request via the server processing unit 119, the service management processing unit 109a writes the history in the relief request history of the service company in the service company DB 113, for example, a relief request. If accepted, the server processing means 119 is instructed to accept the relief request, and the server processing means 119 adds the service company that accepted the relief request to the screen information 121 stored in advance, for example, “Previous relief” The service request is accepted by the XX service company and will be contacted directly by the XX service company. "Is then generated and the screen information is sent as an answer to the Internet terminal 2c (step S13). The answer is received, and the subscriber can check the display means 203 by the browsing response processing means 201. (Step S14). If communication from the Internet terminal 2c of the subscriber is disconnected, the reply to the subscriber may be made based on the notification destination information in the subscriber DB 111. At this time, the notification destination information includes a telephone number or a mobile phone number. If there is a telephone number, the computer / phone integration means 115 of the rescue service center 1a, the automatic voice response processing means 103 including the response information 105, and the private telephone exchange means 101 are connected to the subscriber's telephone 2a or mobile phone via the telephone line network TN. You may make it answer with the above-mentioned voice to telephone 2b.

  The service company includes the elevator information including the location of the elevator and the subscriber's notification destination information in the rescue request information sent together with the request for the rescue service from the call center 1, so that the service person can include these information. Based on the direct contact with the subscriber to the location of the elevator.

  Even if the relief request is rejected, if there are a plurality of applicable service companies at the time of narrowing down when selecting the service company in step S8, the service management processing means 109a returns to step S8 and the service for which the relief request is rejected. On the service company selection screen of the corresponding service company, excluding the company (or displayed so that it can not be selected due to refusal of relief request), for example, `` Selected another service company because the previous rescue service request was not accepted by the service company. The information to which "Please" is added is edited and created, and the screen information is transmitted to the Internet terminal 2c, and the processes after step S8 are repeated (step S15). This is continued until the service company disappears if the relief request is not accepted.

  On the other hand, if the service request is rejected and there is no corresponding service company, the service management processing means 109a sends an operator response request signal to the operator operation processing means 107, and the operator confirms this on the display means 107b, and the operator operation processing means 107 or An appropriate service company is selected in response to an operator using the operator telephone OP, and a rescue service request is made (step S16).

  The operation by the mobile phone 2b is basically the same operation except that the site on the network becomes the site for the mobile phone.

It is a figure showing composition of an elevator trouble relief service system by this invention. The functional block diagram of the call center in Embodiment 1 of this invention is shown. The functional block diagram of each terminal of the service company terminal group in Embodiment 1 and 2 of this invention is shown. It is a figure which shows an example of each registration information stored in subscriber DB and service company DB in this invention. It is a flowchart for demonstrating operation | movement of the system in Embodiment 1 of this invention. The functional block diagram of the internet terminal and mobile telephone in Embodiment 2 of this invention is shown. The functional block diagram of the rescue service center in Embodiment 2 of this invention is shown. It is a flowchart for demonstrating operation | movement of the system in Embodiment 2 of this invention.

Explanation of symbols

  DESCRIPTION OF SYMBOLS 1 Call center, 1a Rescue service center, 2 Subscriber terminal group, 2a telephone, 2b Mobile phone, 2c Internet terminal, 3 Trouble relief service company terminal group, 3a, 3b Service company terminal, 101 Private telephone exchange means, 103 Automatic voice response Processing means, 105 response information, 107 operator operation processing means, 107a, 205, 311 input means, 107b, 203, 309 display means, 109, 109a service management processing means, 111 subscriber DB, 113 service company DB, 115 computer / Telephone integration means, 117, 301 network communication processing means, 119 server processing means, 121 screen information, 201 browsing response processing means, 303 rescue standby status generating means, 305 business management processing means, 307 relief request acceptance processing means, N communication network (the Internet), OP operator for the telephone, TN telephone network.

Claims (4)

Each subscriber's telephone or mobile phone that transmits a relief service request and relief request information related to an elevator-related trouble according to the input; and
Each of a plurality of relief service companies that provide relief services for relief service requests that respond to relief request acceptance / rejection responses based on the company's real-time relief standby status in response to relief service requests including relief request information sent from the call center Service company terminals,
In response to the rescue service request transmitted from the telephone or the mobile phone, the telephone at the time of the rescue service request and the previously registered registration information of each subscriber in the previously registered registration information of each rescue service company Or, the rescue service request including the rescue request information is transmitted and returned to the service company terminal of the rescue service company selected by searching for and selecting the one that matches the rescue request information sent from the mobile phone. The call center for transmitting the relief request acceptance / rejection response to the telephone or mobile phone;
A communication network network including a telephone line network and a communication network that connect each of the above telephones and mobile phones, each service company terminal and a call center in a communicable manner;
Elevator trouble relief service system characterized by comprising The call center
An automatic voice response processing means for performing an automatic voice response when receiving the rescue service request from the telephone and the mobile phone to obtain the rescue request information and transmitting the relief request acceptance / rejection response to the telephone or the mobile phone;
Network communication processing means for performing communication in the communication network,
The service company of the rescue service company that selects the rescue service company based on the registration information and the rescue request information for the rescue service request and selects the rescue service request including the rescue request information by the network communication processing means. A service management processing means for transmitting to the terminal or the mobile phone by the automatic voice response processing means, the rescue request acceptance / rejection reply sent back from the service company terminal via the network communication processing means,
Have
Each service company terminal above
A business management processing means for performing business management including at least management of a service person of a rescue service;
Relief standby status generating means for generating real-time rescue standby status information from the business management status of the business management processing means,
Network communication processing means for performing communication in the communication network,
In response to the rescue service request including the rescue request information obtained from the network communication processing means, it is determined whether the rescue request can be accepted based on the rescue standby status information, and the rescue request acceptance / rejection response is sent to the network. Relief request acceptance processing means to reply from the communication processing means,
The elevator trouble relief service system according to claim 1, comprising: A subscriber terminal of each subscriber for accessing a rescue service site on a communication network and making a rescue service request regarding an elevator-related trouble,
Multiple relief service companies that provide relief services for relief service requests that respond to relief request acceptance / rejection responses based on their own real-time relief standby status in response to relief service requests including relief request information sent from the relief service center Each service company terminal,
When there is an access to the rescue service site from the subscriber terminal, the input of the rescue request information is prompted according to the screen, and each subscriber in the registered information of each rescue service company is registered in response to the rescue service request. The registration information registered in advance and the registration information of the relief service company that matches the inputted relief request information can be viewed on the subscriber terminal that has accessed the relief service site, and the selection instruction inputted from the subscriber terminal. The rescue service request including the rescue request information is transmitted to the service company terminal of the rescue service company that has been received, and the response to accept or reject the rescue request can be confirmed on the subscriber terminal that has accessed the rescue service site. To the above relief service center,
A communication network for connecting each of the subscriber terminals, each service company terminal, and the rescue service center in a communicable manner;
Elevator trouble relief service system characterized by comprising Each of the above subscriber terminals
It has browsing response processing means that can access the rescue service site on the communication network, browse the information from the site, and respond to the information,
The above rescue service center
When communication is performed on the communication network and the rescue service site is accessed from the subscriber terminal, the rescue request information is obtained by prompting the rescue request information according to the screen, and each of the rescue service companies is registered in advance. The registered information of the subscriber in the registered information and the registered information of the rescue service company that matches the input rescue request information are collected and can be browsed on the subscriber terminal that has accessed the rescue service site. Server processing means for prompting selection of a service company to obtain an instruction to select a rescue service company and enabling confirmation of acceptance / rejection of a relief request from the service company terminal at the subscriber terminal accessing the rescue service site When,
Summarize the registration information of the subscriber in the registration information registered in advance of each of the rescue service companies and the registration information of the rescue service company that matches the input rescue request information, and through the server processing means, Service management processing means for transmitting the rescue request including the rescue request information to the rescue service company instructed for selection and obtaining the response / acceptance / rejection of the rescue request returned.
Have
Each service company terminal above
A business management processing means for performing business management including at least management of a service person of a rescue service;
Relief standby status generating means for generating real-time rescue standby status information from the business management status of the business management processing means,
Network communication processing means for performing communication in the communication network;
In response to the rescue service request including the rescue request information obtained from the network communication processing means, it is determined whether the rescue request can be accepted based on the rescue standby status information, and the rescue request acceptance / rejection response is sent to the network. Relief request acceptance processing means to reply from the communication processing means,
The elevator trouble-relief service system according to claim 3.

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