JP2008217471A - Information browsing system - Google Patents

Information browsing system Download PDF

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Publication number
JP2008217471A
JP2008217471A JP2007054551A JP2007054551A JP2008217471A JP 2008217471 A JP2008217471 A JP 2008217471A JP 2007054551 A JP2007054551 A JP 2007054551A JP 2007054551 A JP2007054551 A JP 2007054551A JP 2008217471 A JP2008217471 A JP 2008217471A
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Japan
Prior art keywords
reception
inquiry
terminal
used
use terminal
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JP2007054551A
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Japanese (ja)
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JP4960728B2 (en
Inventor
Masaaki Kitaoka
政晃 北岡
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Hitachi Electronics Service Co Ltd
日立電子サービス株式会社
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Abstract

<P>PROBLEM TO BE SOLVED: To provide an information browsing system capable of sharing information of an item not registered in a database of a control server. <P>SOLUTION: This information browsing system S includes a plurality of use terminals 1, 2 and the control server 3. The control server 3 accumulates registered reception person user IDs and use terminal numbers from the use terminal 1, in an inquiry reception table T1 of the DB 30. The control server 3 accumulates registered reception person user IDs, reception dates and times, reception contents and contents coping therewith from the use terminal 1, in an inquiry reception table T2 of the DB 30. The use terminal 1 registers the reception person user IDs, the use terminal numbers, the reception dates and times, the reception contents and the contents coping therewith input from a data input screen, in the control server 3. The use terminal 2 is remote-connected to the use terminal 1 of other operator, and displays information under the midway of an input onto the use terminal 1. <P>COPYRIGHT: (C)2008,JPO&INPIT

Description

  The present invention relates to an information browsing system that allows an operator to browse information in the middle of input to a terminal used by another operator who receives an inquiry from a customer.

  When a plurality of operators perform monitoring work and inquiry reception work, usually, information is registered in the management server, and the work is performed while information is shared by a plurality of operators.

  The operator inputs the monitoring results and inquiry acceptance contents to the management server, but only after the “registration” process (internal processing is registration (commit) to the database) is executed, other operators search the registration contents through the management server. You can refer to it.

  However, at present, even if the operator inputs data to the management server, the information is not registered in the database unless the “registration” process is executed, and information sharing of matters for which the “registration” process is not performed in the database is performed. Can not.

  If a large number of monitoring reports or inquiries occur, or if the inquiry content is complicated and data input to the management server is delayed, there is a situation where data has been input but not registered in the database. Operators can only share information about monitoring reports and inquiries for which registration in the database is delayed, only by listening to the operator in charge or directly viewing the screen of the terminal used by the operator.

  Therefore, the object of the present invention has been made in view of the above circumstances, and although data input that occurs when a large number of trouble reports or inquiries occur or when complicated inquiries are received, it is still registered in the database in the management server. Providing an information browsing system that allows other operators to easily refer to information that has not been done at their own desk, improve operator efficiency, and share information on matters not registered in the database in the management server There is.

  The information browsing system of the present invention connects and manages a plurality of used terminals, which are used by a plurality of operators, respectively, to input inquiry contents from customers (customers), and the plurality of used terminals via a network. An information browsing system that allows an operator to browse information in the middle of input to a terminal used by another operator who receives an inquiry from a customer, wherein the management server accepts an inquiry A table for storing a table and an inquiry correspondence table, a means for accumulating an acceptor user ID and a use terminal number registered from the use terminal in the inquiry acceptance table, and an acceptor user ID registered from the use terminal Means for storing the reception date and time, the reception content, and the correspondence content in the inquiry correspondence table, The remote user is connected to the terminal used by the operator and the means for registering the receiving user ID, the used terminal number, the received date and time, the received contents and the corresponding contents input from the input screen to the management server, and information in the middle of the input And a means for displaying.

  In the information browsing system of the present invention, the terminal used receives the failure notification reception content from the notification reception system that has received the failure notification from the customer system (customer system), and displays the received failure notification reception content. It has become.

  As described above, according to the present invention, information that has been entered when a large number of trouble reports or inquiries occur or when complicated inquiries are received, but has not yet been registered in the database in the management server, is stored in another operator. Can be easily referred to at his / her desk, can improve the efficiency of the operator's work, and can obtain an information browsing system capable of sharing information on matters not registered in the database in the management server.

  The best mode for carrying out the present invention will be described below in detail with reference to the drawings.

  The information browsing system S of the present invention is used by a plurality of operators A and B, respectively, and a plurality of used terminals 1 and 2 for inputting the contents of an inquiry received from a customer 4, and a plurality of used terminals 1 and 2 via a network. 2 and a management server 3 that connects and manages them.

  The information browsing system S of the present invention is a system that enables the operator B to browse information in the middle of input to the terminal 1 used by another operator A who receives an inquiry from the customer 4.

  In the information browsing system S of the present invention, the management server 3 has a database (DB; Data Base) 30 for storing the inquiry reception table T1 and the inquiry correspondence table T2.

  In the information browsing system S of the present invention, the management server 3 stores the receiving user ID and the used terminal number registered from the using terminal 1 in the inquiry receiving table T1, and the receiving user registered from the using terminal 1. Means for storing the ID, the reception date and time, the received content and the corresponding content in the inquiry correspondence table T2.

  The information browsing system S of the present invention is a means for the use terminals 1 and 2 to register in the management server 3 the acceptor user ID, the use terminal number, the reception date and time, the reception content and the corresponding content input from the data input screen; Means for performing remote connection with the terminal 1 used by another operator A and displaying information in the middle of input.

  In the information browsing system S of the present invention, the use terminal 1 receives the content of the failure notification received from the notification reception system 6 that has received the failure notification from the customer system 5, and displays the received content of the failure notification. ing.

FIG. 1 is a system configuration diagram showing an information browsing system according to an embodiment of the present invention.
As shown in FIG. 1, the information browsing system S includes a notification receiving system 6, a use terminal 1 used by an operator A, a use terminal 2 used by an operator B, and a management server 3 that manages use terminals 1 and 2. It consists of and.

  The use terminal 1 includes means for registering in the management server 3 the case number, the recipient user ID, the use terminal number, the reception date and time, the reception content, and the corresponding content input from the data input screen.

  The use terminal 2 includes means for performing remote connection with the use terminal 1 of another operator A and displaying information being input to the use terminal 1.

  Operator A accepts an inquiry from customer 4.

  The report reception system 6 receives a failure report from the customer system 5.

  The operator A receives a failure report from the report reception system 6.

  The terminal 1 used by the operator A displays the “management server” screen 10 as a data input screen.

  Further, the use terminal 1 used by the operator A receives the content of the failure notification received from the notification reception system 6 and displays the received content of the failure notification.

  The use terminal 2 used by the operator B makes a remote connection with the use terminal 1 used by the operator A, and displays information being input to the use terminal 1.

  The used terminal 2 used by the operator B includes a screen 20 for “inquiry reception table”, a “used terminal list” screen 21, a screen 22 for used terminal “opPC01”, a screen 23 for “management server screen”, and a business screen 24. Window display.

  The management server 3 has a database 30.

  The management server 3 stores the case number, the acceptor user ID, and the use terminal number registered from the use terminal 1 in the inquiry acceptance table T1, the case number registered from the use terminal 1, the acceptor user ID, and the acceptance Means for storing the date and time, the received contents and the corresponding contents in the inquiry correspondence table T2.

  The database 30 of the management server 3 stores an inquiry reception table T1 and an inquiry correspondence table T2.

  In the inquiry reception table T1, the case number, the receiver user ID, and the used terminal number (host name) are registered.

  In the inquiry correspondence table T2, the case number, the recipient user ID, the reception date and time, the reception content, and the correspondence content are registered.

  The use terminals 1 and 2 and the management server 3 are connected via a network (not shown).

  The information browsing system of the present embodiment registers the case number, the recipient user ID, and the used terminal number from the used terminal 1 used by the operator A to the inquiry receiving table T1 in the management server 3 at the time of trouble report or inquiry received. , A system for identifying the user ID of the responder and the terminal used, and allowing the user terminal 2 used by another operator B to refer to the data input screen that can be referred to only on the user terminal 1 from the received content It is.

An example of an information browsing process procedure in the information browsing system according to the embodiment of the present invention will be described below.
(1) The operator A receives an inquiry from the customer 4.

(2) The report reception system 6 receives a failure report from the customer system 5.

(3) The operator A accepts a failure report from the report reception system 6.

(4) The use terminal 1 used by the operator A displays the “management server” screen 10 which is a data input screen for registering inquiries from the customer 4 and fault notification reception contents from the notification reception system 6. .

(5) When the operator A clicks the “start input” button 10A on the “management server” screen 10 displayed on the terminal 1 to be used, the case number that becomes the reception number in the inquiry reception table T1 of the database 30 in the management server 3 And the recipient user ID and the terminal number (host name) used are registered.

(6) The registered contents registered in the inquiry reception table T1 of the database 30 in the management server 3 are displayed on the screen 20 of the “inquiry reception table” displayed on the use terminal 2 used by another operator B.

(7) The other operator B finds the used terminal from the “inquiry reception table” screen 20 displayed on the used terminal 2, and “host list” is the host name of the used terminal corresponding to the case number from the “used terminal list” screen 21. Click the “opPC01” button 21A.

(8) The use terminal 2 makes a remote connection to the use terminal 1 used by the operator A and displays the screen 22 of the use terminal “opPC01” on the use terminal 2.
As a result, the operator B can refer to information in the middle of input to the use terminal 1 by the operator A.

(9) The operator A registers the information in the database 30 in the management server 3 on the “management server” screen 10 of the terminal 1 used, and enters the inquiry number and the recipient in the inquiry correspondence table T2 in the database 30 in the management server 3. User ID, received content and corresponding content are registered.

(10) Information registered in the inquiry correspondence table T2 of the database 30 in the management server 3 is displayed on the screen 23 of the “management server screen” of the terminal 2 used by the operator B.

As described above in the embodiment, the outline of the information browsing system of the present invention is as follows.
Another operator B can refer to the status and progress of response to trouble reports and inquiries not registered in the database 30 in the management server 3 from the terminal 1 used by the operator A.

  When a failure report or inquiry is accepted, the operator A once performs “input start” registration at the use terminal 1, and registers information in the inquiry reception table T 1 of the database 30 in the management server 3.

  In this inquiry reception table T1, a case number is automatically registered as a reception number, and a receiver user ID and a used terminal number (host name) are registered therein.

  The inquiry reception table is displayed on the screen 20 of the “inquiry reception table” of the use terminal 2 used by another operator B, and the current person in charge of each trouble report (inquiry content) and the use terminal are referred to this screen. Can know.

  The other operator B can display the screen displayed on the used terminal in a separate window by clicking the host name button displayed on the “used terminal list” screen 21 of the used terminal 2.

  With the above processing, information can be shared even for information that is not registered in the database 30 in the management server 3.

  The information browsing system of the present embodiment is effective in service desk work or help desk work in the operation service.

The system block diagram which shows the information browsing system which concerns on the Example of this invention.

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 Terminal used 2 Terminal used 3 Management server 4 Customer 5 Customer system 6 Report reception system 10 “Management server” screen (data input screen)
10A “Start Input” Button 20 “Inquiry Accepting Table” Screen 21 “Used Terminal List” Screen 21A “opPC01” Button 22 Used Terminal “opPC01” Screen 23 “Management Server Screen” Screen 24 Business Screen 30 Database A Operator B Operator S Information browsing system T1 Inquiry acceptance table T2 Inquiry correspondence table

Claims (2)

  1. A plurality of used terminals that are used by each of the plurality of operators to input inquiry contents from the customer, and a management server that connects and manages the plurality of used terminals via a network. It is an information browsing system that enables browsing of information in the middle of input to the terminal used by other operators who receive inquiries from
    The management server has a database for storing an inquiry reception table and an inquiry correspondence table, and stores a reception user ID and a usage terminal number registered from the use terminal in the inquiry reception table; Means for storing the registered reception user ID, reception date and time, reception content, and corresponding content in the inquiry correspondence table, wherein the use terminal is configured such that the acceptor user ID and the use terminal number input from the data input screen; An information browsing system comprising: means for registering reception date / time, reception contents and corresponding contents in the management server; and means for remote connection with a terminal used by another operator and displaying information in the middle of input .
  2.   2. The information browsing system according to claim 1, wherein the terminal used receives a failure notification reception content from a notification reception system that has received a failure notification from a customer system, and displays the received failure notification reception content.
JP2007054551A 2007-03-05 2007-03-05 Information browsing system Active JP4960728B2 (en)

Priority Applications (1)

Application Number Priority Date Filing Date Title
JP2007054551A JP4960728B2 (en) 2007-03-05 2007-03-05 Information browsing system

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
JP2007054551A JP4960728B2 (en) 2007-03-05 2007-03-05 Information browsing system

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JP2008217471A true JP2008217471A (en) 2008-09-18
JP4960728B2 JP4960728B2 (en) 2012-06-27

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Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JPH11195062A (en) * 1997-12-26 1999-07-21 Cast:Kk Remote supporting system and its device
JP2002057801A (en) * 2000-08-11 2002-02-22 Canotec Kk Network device, communication method, and recording medium
JP2006031487A (en) * 2004-07-16 2006-02-02 Toyota Motor Corp Inquiry response system
JP2007004000A (en) * 2005-06-27 2007-01-11 Nippon Onkyo Kenkyusho:Kk Operator's operation support system for call center

Patent Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JPH11195062A (en) * 1997-12-26 1999-07-21 Cast:Kk Remote supporting system and its device
JP2002057801A (en) * 2000-08-11 2002-02-22 Canotec Kk Network device, communication method, and recording medium
JP2006031487A (en) * 2004-07-16 2006-02-02 Toyota Motor Corp Inquiry response system
JP2007004000A (en) * 2005-06-27 2007-01-11 Nippon Onkyo Kenkyusho:Kk Operator's operation support system for call center

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