JP2011113238A - System and method for preventing inquiry from being neglected - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a system for preventing received mail from being neglected when a common mail account is used by many persons. <P>SOLUTION: An item correspondence omission prevention system 10 is configured of a mail server 11, a database 13, a client terminal 12 and a manager terminal 14. Electronic mail received by the mail server 11 is decomposed into attributes, such as "from", "to", "subject" and "body", and recorded in a database 13. A user is determined on the basis of mail determination conditions recorded in the database 13. A pop-up for indicating that the electronic mail has been received is displayed on a client terminal 12 used by the user. The user confirms the content of the electronic mail and responds thereto. When the determined user is absent and cannot respond to the mail, the pop-up is displayed on a display of a higher-order group. <P>COPYRIGHT: (C)2011,JPO&INPIT

Description

  The present invention relates to a case handling omission prevention system capable of suppressing omissions due to oversight of e-mails in a support center or the like that receives inquiries by tens to hundreds of e-mails every day.

  Conventionally, when performing a business that serves as a customer contact point, a system in which a customer calls a representative telephone number, connects to a vacant user such as a plurality of operators, and responds to inquiries from the customer, etc. Used in large support centers. However, the response via the telephone line is very crowded depending on the time of day, and even if the customer calls at any time, the response cannot be completed at the desired time, and the response cannot be made without leaving the connection. There were many cases.

  With the spread of the Internet in recent years, the way of customer service has diversified, and many companies are responding to customers by e-mail in addition to telephone reception. By using the e-mail, the customer only has to send the contents written in the e-mail, and the time taken for the response can be significantly shortened as compared to the response by the telephone.

  Usually, a contact point using e-mail has a common e-mail account for the convenience of customers, unified access routes, multiple users accessing the account and receiving e-mails. Although this is done, the received mail is received by a large number by using this method, and it is difficult to grasp which user is processing. In solving this problem, in Patent Document 1, when an e-mail transmitted to an incoming mailbox of an account used by a certain window remains unread for a predetermined time, a keyword included in the subject (subject) of the e-mail A configuration is disclosed in which another user is determined and transferred to the corresponding user. According to this document, even when the user is absent, the received mail is transferred to another user, so that it is possible to prevent omission of correspondence of the received mail.

  Further, in Patent Document 2, when a forwarding user is determined based on the importance level of the received mail and the received mail is not received / opened by the forwarding user, a plurality of users are received when a predetermined re-forwarding time elapses. E-mail that selects the group according to the importance from the group consisting of and re-forwards and notifies the forwarding user of the received mail before forwarding to the group Is disclosed. Compared with the above-mentioned patent document 1, it is possible to further enhance the prevention of missed correspondence of received mail by setting the transfer destination to a plurality of users.

Japanese Patent Laid-Open No. 10-240639 Japanese Patent Laid-Open No. 08-314827

  However, the above Patent Document 1 and Patent Document 2 are intended to transfer unopened received mail, and the received mail processing itself must be performed by the forwarding user, and the user forgets to process the received mail. If the user does not voluntarily report to the manager, such as a senior manager, it will not be able to detect the state that the process is taking place or take time, and the third party will not be able to check the response status. There was a risk of causing a leakage of response.

  The present invention has been made in view of the above-described problems, and is capable of centralized management of received mail, notifies the user of the reception of an e-mail, and corresponds to a higher group when the user cannot respond. It aims at providing the case correspondence leak prevention system which reports so.

  The item handling omission prevention system according to claim 1 includes a client terminal that is individually managed and used by a user, and a mail server that transmits and receives e-mails, and one or more groups including a plurality of users are common. A system that uses a mail account to respond to a case described in an e-mail received by the common mail account (hereinafter simply referred to as a case), the system storing mail data for storing the received e-mail A table, a user management table for managing users, a group to which the user belongs individually, a group management table for managing the hierarchical relationship of the groups, and a mail determination condition for managing conditions for determining a user to be assigned to the received e-mail Assigned at least among the management table and incident response status A database having a mail status management table capable of registering a status “unrelated” indicating that the user is irrelevant to the user, and prompting the user to respond to the case, and the user managing the email status of the mail status management A pop-up display means for displaying a pop-up having a status registration means for registering a table, and when the mail server receives an e-mail, registers the contents of the e-mail in the e-mail data management table, and the e-mail determination condition Based on the management table, a user who is scheduled to respond is determined, and the pop-up display means performs pop-up display so as to respond to the e-mail to the client terminal used by the user. time If the status registration is not performed even after elapse of time, or the status “unrelated” is registered by the pop-up display by the user, the pop-up display means assigns the group higher-level group to which the user belongs to the group management table. The client terminal used by the user belonging to the upper group is displayed as a pop-up to prompt the client terminal to respond to the case.

  The case correspondence omission prevention system according to claim 2 is the case correspondence omission prevention system according to claim 1, wherein when the received e-mail download request is received from the client terminal, the e-mail download of the client terminal is performed. And an electronic mail download means for storing and managing a user who has downloaded the electronic mail as download history information in a database.

  The item correspondence omission prevention system according to claim 3 is the case correspondence omission prevention system according to claim 2, wherein when the desired e-mail is deleted, the corresponding e-mail is sent to the user who has downloaded based on the download history information. Download data deletion notifying means for notifying mail deletion in a lump and performing pop-up display on the client terminal of the corresponding user is provided.

  The item correspondence omission prevention system according to claim 4 is the item correspondence omission prevention system according to any one of claims 1 to 3, wherein the mail status management table indicates a case currently being handled. `` Medium '' can be registered, and when a predetermined time has passed since the receipt of the case by e-mail, a follow-up means to perform a pop-up display on the client terminal used by the responding user and reconfirm It is characterized by providing.

  The case correspondence leakage prevention system according to claim 5 is the case correspondence leakage prevention system according to any one of claims 1 to 4, further comprising business hours management means for managing a business start time, a business end time, and a business day. If the e-mail is not received between the business start time and the business end time, the pop-up display is suspended until the next business start time is reached, and the pop-up display is displayed when the business start time is reached. It is characterized by performing.

  The case correspondence leakage prevention system according to claim 6 is the matter correspondence leakage prevention system according to any one of claims 1 to 5, wherein an operation screen is displayed on the client terminal in response to a request from the client terminal, Corresponding user changing means is provided, which enables a user who handles electronic mail to be changed via the operation screen.

The case correspondence prevention method according to claim 7 is a case described in an e-mail received by a common mail account using a common mail account in which groups to which one or more users belong are configured in a hierarchy. Is a method for dealing with cases,
The mail server receives the e-mail received from the e-mail, determines the user who is scheduled to respond, performs a pop-up display informing that the e-mail has been received on the client terminal used by the user, and the user who received the pop-up display Register the response status in the database,
In addition, even if a predetermined time has elapsed since the pop-up display, the response status is not registered for the database, or the status “unrelated” is registered for the database by the user in the pop-up display. In the case where the user belongs, the upper group of the group to which the user belongs is determined, and a pop-up display for prompting the client terminal used by the user belonging to the upper group to respond to the case is performed. To do.

  The case correspondence leakage prevention method according to claim 8 is the case correspondence leakage prevention method according to claim 7, wherein when a request for downloading the received email is received from the client terminal used by the user, It is characterized by permitting downloading of an e-mail and storing and managing a user who has downloaded the e-mail in a database as download history information.

  The case correspondence omission prevention method according to claim 9 is the case correspondence omission prevention method according to claim 8, wherein when deleting a desired e-mail, the corresponding electronic mail is sent to a user who has downloaded based on the download history information. It is characterized by notifying mail deletion in a lump and performing pop-up display on the client terminal of the corresponding user.

  The item correspondence omission prevention method according to claim 10 is the item correspondence omission prevention method according to any one of claims 7 to 9, wherein the mail status management table indicates a case currently being processed. `` Medium '' can be registered, and when a predetermined time has passed since the receipt of the case by e-mail, a pop-up display is performed on the client terminal used by the user who is responding, and reconfirmation And

  The case correspondence omission prevention method according to claim 11 is the case correspondence omission prevention method according to any one of claims 7 to 10, further comprising business hours management means for managing a business start time, a business end time, and a business day. If the e-mail is not received between the business start time and the business end time, the pop-up display is suspended until the next business start time is reached, and the pop-up display is displayed when the business start time is reached. It is characterized by performing.

  The case correspondence omission prevention method according to claim 12 is the case correspondence omission prevention method according to any one of claims 7 to 11, wherein an operation screen is displayed on the client terminal in response to a request from the client terminal, It is possible to change a user who handles an e-mail via the operation screen

  According to the case correspondence omission prevention system of the present invention, when an e-mail is sent to a common mail account used as a window, the case correspondence omission prevention system records the e-mail (hereinafter referred to as received mail) in a database. Determine the user of the received mail. By performing a pop-up display indicating that there is an incoming mail to the client terminal used by the determined user, this is notified to the user and the user is instructed to process, but the user performs processing for a predetermined time. If it is determined that the user cannot process the received mail because there is no communication or the client terminal is incapable of communication, a pop-up is automatically displayed to another user belonging to the user's upper group. , The response of the received mail can be encouraged.

  In addition, the user can download the received mail to the client terminal used by the user, and can ensure the same workability as that of the previously used e-mail and prevent inadvertent file diffusion. In addition, since the download history is managed at that time, it is possible to easily grasp which user has downloaded the received mail.

  Also, for example, when it is necessary to delete a related file, such as when receiving an instruction to delete an e-mail or an attached file from a customer, the user who has downloaded the file is identified by referring to the download history, and the user is deleted. By notifying requests in a batch by pop-up display, it is possible to delete files reliably.

  In addition, the administrator group can request the user to handle the received mail via the case correspondence omission prevention system, and the user can prevent omission of correspondence due to a plurality of case processes. .

  In addition, emails received outside business hours are not subject to pop-up display processing immediately, but queue processing is performed by the project response omission system, and notification of incoming emails is made by pop-up display at the next business hours. Can do.

It is a conceptual diagram which shows the case corresponding | compatible leak prevention system in the Example of this invention. It is a block diagram which shows the structure of the case corresponding | compatible leak prevention system in the Example of this invention. It is explanatory drawing which shows the operation | movement outline | summary of a case corresponding | compatible leak prevention system same as the above. It is a flowchart which shows operation | movement of the whole case response leakage prevention system same as the above. It is explanatory drawing which shows an example of the mail data management table which comprises a database same as the above. It is explanatory drawing which shows an example of the user management table which comprises a database same as the above. It is explanatory drawing which shows an example of the group management table which comprises a database same as the above. It is explanatory drawing which shows an example of the mail download destination management table which comprises a database same as the above. It is explanatory drawing which shows an example of the transmission source determination condition management table which comprises a database same as the above. It is explanatory drawing which shows an example of the mail determination condition management table which comprises a database same as the above. It is explanatory drawing which shows an example of the holiday management table which comprises a database same as the above. It is explanatory drawing which shows an example of the mail status management table which comprises a database same as the above. It is explanatory drawing which shows an example of the transfer log | history management table which comprises a database same as the above. It is explanatory drawing which shows an example of the transfer destination management table which comprises a database same as the above. It is a flowchart figure which shows operation | movement of the case corresponding leakage prevention system at the time of receiving an electronic mail same as the above. It is a flowchart figure which shows operation | movement of the case corresponding leakage prevention system at the time of performing user determination of a received mail same as the above. It is a flowchart figure which shows operation | movement of the case corresponding leakage prevention system at the time of performing the pop-up display for alert | reporting a received mail same as the above. It is a flowchart figure which shows operation | movement of the case correspondence omission prevention system at the time of performing a re-notification to a high-order group same as the above. It is a flowchart figure which shows operation | movement of the case correspondence omission prevention system in follow processing in case there exists the received mail in process same as the above. It is a flowchart figure which shows operation | movement of the case correspondence omission prevention system in the status update process of the received mail by a user same as the above. It is a flowchart figure which shows operation | movement of the case correspondence omission prevention system in the deletion process of a received mail same as the above. It is explanatory drawing which shows an example of the screen at the time of using a case corresponding | compatible leak prevention system same as the above.

  Hereinafter, an embodiment as the best mode for carrying out the present invention will be described with reference to FIGS. Of course, it goes without saying that the present invention can be easily applied to other than those described in the embodiments without departing from the spirit of the invention.

  Based on FIG. 1, the concept of the case handling leakage prevention system will be described. Reference numeral 10 denotes a case response leakage prevention system. When the mail server 11 receives an external e-mail (hereinafter simply referred to as e-mail), mainly e-mail from a customer and an affiliated company, the case correspondence leakage prevention system 10 responds to the e-mail according to the e-mail header. When the client terminal 12 used by the user is activated by automatically decomposing and storing it in the database 13 and responding to it, a pop-up is displayed on the client terminal 12 to determine the client terminal of the determined user When 12 is not activated, a pop-up is displayed to a user belonging to a higher group of the group to which the user belongs to prompt the user to respond to the mail. In this embodiment, a representative e-mail address is set in the mail server 11, and all mails are transmitted to the representative e-mail address.

  An e-mail such as an inquiry or a complaint is transmitted from the customer 21 or the affiliated company / department 22 (hereinafter simply referred to as an affiliated company) to the mail server 11 via the Internet 30. The mail server 11 disassembles the received mail for each mail header (subject, destination, CC destination, transmission date / time, etc.) and stores it in the database 13. After the received mail is stored in the database 13, the user of the received mail is determined by the mail determination condition management table, and a pop-up display is performed on the client terminals (12a and 12b) used by the user. In this way, the received mail can be centrally managed by notifying that the received mail has arrived from the outside via the case correspondence omission prevention system, instead of directly receiving the received mail. In addition, the received mail is moved to a storage area (not shown) of the case handling omission prevention system 1, and when there is a download request from the client terminal, the download is accepted and when the download is completed, the mail download destination management table corresponds The mail ID of the mail and the user ID that performed the download are recorded.

  Next, the configuration of the case handling leakage prevention system will be described with reference to FIG. The case handling omission prevention system 10 sets the pop-up display means 101 for notifying the client terminal 12 that mail has arrived, and makes the electronic mail acquired from the electronic mail server 11 downloadable, and downloading from the client terminal 12 When a request is received, an e-mail download means 102 that permits the download after recording the client terminal 12, and a notification of deletion to the client terminal 12 that has downloaded the data when the download data such as a customer request needs to be deleted Download data deletion notification means 103 to be performed, follow-up means for performing pop-up display on the client terminal 12 used by the person in charge when a predetermined time has not passed after the e-mail is being processed 04, hours of operation management means 105 to manage the business days and business hours, with corresponding user change means 106 to change the e-mail responders to other users.

  An outline of the main operation of the case handling leakage prevention system 10 having the above-described configuration will be described with reference to FIG. An inquiry e-mail is transmitted via the Internet 30 to an e-mail server 11 of a corresponding department (for example, a support center) provided with a case response omission prevention system 10 from a customer, an associated department, or an affiliated company. Accumulated in. The case handling omission prevention system 10 obtains an e-mail from the e-mail server 11, disassembles information contained in the e-mail, stores it in the mail management database 13, selects a user to be dealt with from the information, and pops up. The display means 101 performs a pop-up display that prompts the client terminal 12 used by the user to handle the electronic mail. When a predetermined time elapses from the pop-up display or the user makes a selection that the e-mail is not his / her responsibility, the e-mail belongs to the transfer destination stored in the transfer destination management table of the mail management database 13. A pop-up display is performed for the user, and this is repeated until the person corresponding to the e-mail is determined.

  Next, the operation of the case handling leakage prevention system 10 will be described in more detail. The operation of pop-up display by the case corresponding leakage prevention system 10 when receiving an e-mail will be described with reference to FIG. An e-mail addressed to the user (here, the person in charge A) arrives at the mail server 11. The e-mail is analyzed and decomposed for the subject, title, and other information, and is registered in the mail management database 13. Thereafter, when it is determined that the scheduled check pop-up notification of the case correspondence leakage prevention system 10 has not been made, that is, there is an “unstarted” email, the client terminal 12 used by the person in charge A obtained by the analysis A pop-up is displayed to notify that an e-mail has arrived. In the displayed pop-up, status notification means (not shown in the figure, “Unrelated”, “Processing”, “Supported” in the figure) for letting the user notify the case correspondence omission prevention system 10 of the correspondence status of the e-mail is displayed. Button) is provided, and the user's operation of any button can register the response status of the e-mail in the case handling omission prevention system 10. In FIG. 3, when the person in charge A operates “no relation” for the pop-up display of the e-mail, or when a predetermined time has elapsed from the pop-up display, the case handling omission prevention system 10 reads the mail in the mail management database 13. In the status management table, the status of the e-mail is updated as “unrelated”, and the operation time of the person in charge A is updated as the notification time. The case handling omission prevention system 10 periodically monitors whether the status of the e-mail stored in the e-mail status management table is “irrelevant”, and if there is such data, for example, a user name column If the person in charge is registered as “Person in charge A”, “Superior B”, who is the superior of the person in charge A, for example, is updated in the user name column, and the status is updated as “Not started”. Thereafter, the above operation is repeated until the status is updated as “processing” or “corresponding” by any user.

  In addition, when the user operates “corresponding” in the pop-up display, the status of the corresponding email in the mail management database is set to “corresponding”, and the monitoring processing of the email data by the case correspondence leakage prevention system 10 is completed. .

  An outline of the operation related to the arrival of one e-mail in the case correspondence leakage prevention system 10 that realizes the method for preventing the case correspondence leakage will be described with reference to FIG. First, the received e-mail is fetched, disassembled and analyzed, and registered in the database (S401). Subsequently, the user is determined from the e-mail data registered in the database, and the destination for the pop-up notification is determined (S402). Subsequently, it is determined whether or not the current time is business hours by the business hours management means (S403). If it is within business hours, an incoming call notification by pop-up display is given to the client terminal 12 used by the user as the determined destination (S404). If the response from the client terminal for the pop-up display is “unrelated”, a transfer determination process is performed (S405). If the answer from the client terminal is “processing” and a predetermined time has elapsed, follow processing is performed (S406). If there is a request to delete a file such as an attached document after handling the e-mail, a deletion confirmation process for the user is performed (S407). The case handling leakage prevention system 10 repeats the above processing.

  An example of a table configuration for managing mail data and accompanying information managed by the database 13 will be described. FIG. 5 shows a mail data management table for decomposing and storing received mail data with header information (from, to, subject, body, etc.). The received mail is given an ID for uniquely identifying the mail and stored in the mail ID column. The from information included in the mail header is the sender address column, the date information is the incoming date / time column, the subject information is the mail subject column, the body information is the mail body column, the to information is the destination address column, and the mail body described later Are stored in the mail body path column, and the sender type determined by the destination address is stored in the type column. In addition, a group that is determined in a user determination process described later and requested to respond by pop-up display is stored in the notification destination list column, and the user ID of the user who actually responded is stored in the user ID column.

  FIG. 6 shows an example of the configuration of the user management table. A user ID for uniquely identifying each user is assigned to the user ID column, and various types of information are stored in the user management table based on the user ID. The above-described user ID is stored in the user ID column, and the name of the user corresponding to the user ID is stored in the user name column. The IP address column stores the IP address of the client terminal 12 mainly used by the user corresponding to the user ID.

  FIG. 7 shows an example of the configuration of the group management table. A group name for identifying the belonging group is stored in the group name column, and user IDs of users belonging to the group are stored in the user ID column.

  FIG. 8 shows an example of the configuration of the mail download destination management table. Mail ID string for specifying which received mail download status is to be indicated, user ID string for specifying the downloader of the received mail, deletion request flag string indicating whether or not a deletion request has been made, deletion It includes a deletion status column indicating a state, and a notification time column indicating a time when the downloader is notified when the deletion request flag is 1 (deletion requested).

  FIG. 9 shows an example of welfare in the transmission source judgment condition management table. It is composed of a type column indicating what kind of party the transmission source is and a determination condition column indicating conditions applicable to the type.

  FIG. 10 shows an example of the configuration of the mail determination condition table. A keyword used for automatically allocating received mail to each group is managed, and includes a group name string indicating a group and a keyword string storing a determination condition corresponding to the group name string. FIG. 11 is a closed day management table for managing closed days for receiving received mail.

  FIG. 12 is a mail status management table for managing the reception status of received mail. A mail ID column that stores a mail ID that uniquely identifies a received mail, a user ID column that stores a user who processes the received mail, a follow time column that stores a scheduled time for performing a follow process for the corresponding process, It consists of a status column for storing the status of the received mail and a group name column for storing a group that has been instructed to be dealt with and transferred.

  FIG. 13 is a transfer history management table for managing the transfer history of received mail. It consists of a mail ID string that identifies a received mail, a notification destination string that indicates a transfer destination group, and a notification time string that indicates a pop-up display time in the transfer destination group.

  FIG. 14 is a transfer destination management table for managing transfer destinations between groups. Group name column that stores the name of the group that is the transfer source, transfer destination column that stores the name of the group that is the transfer destination, wait for the pop-up display to be transferred without pop-up display to the user It consists of a transfer time sequence that stores time.

  The operation of the case handling leakage prevention system 10 using the database including the table configured as described above will be described with reference to FIGS.

  FIG. 15 is a flowchart showing the operation of the case handling leakage prevention system 10 when an email is received. First, check the received mail regularly. If the check time has been reached, it is determined whether there is a received mail in the mailbox (S1501). If there is a received mail, pattern matching is performed with the information stored in the sender determination condition management table from the header information of the received mail, and the mail sender is determined (S1502). The determined mail transmission source and the decomposed mail header and body are registered in the mail data management table of the database 13 (S1503). The received mail is stored in the local folder as one file, and the path of the local folder is registered in the mail body path column of the mail data management table (S1504). The above operation is performed when the received mail is regularly checked.

  Next, the user determination process for received mail will be described with reference to FIG. It is checked whether there is a received mail in the mail data management table of the database 13 that indicates that the user has not been determined and whose notification destination list column is blank (S1601). When there is a user-undecided received mail, the data stored in the mail subject column and the mail body column is collated with the keyword column of the mail determination condition management table, and the word stored in the keyword column is It is determined whether or not it is included in the mail text string (S1602). If a keyword is included, the group that matches the keyword is registered in the notification destination list column of the mail data management table. (S1603). If none of the registered keywords match, the “administrator” group, which is a higher level group, is registered in the notification destination list column of the mail data management table (S1604). For all users belonging to the group registered in the notification destination list column, the status is set to “not started” and the mail status management table is updated (S1605).

  Next, the operation of the pop-up display means for requesting reception of received mail will be described with reference to FIG. In the mail status management table, records with the same mail ID are extracted, and there is no status whose status is “processing” or “supported”, and the notification destination list column is “not started”, and It is determined whether there is a record with a blank follow time column (S1701). If the condition is met in S1701, it is determined whether or not the client terminal 12 of the user of the received mail can communicate (S1702). If communication is possible, the client terminal 12 of the received mail is notified of an incoming call and a pop-up display prompting the status update is performed to make a response request to the user of the received mail, and further, the reception of the mail status management table The current time is registered in the mail follow time column (S1703). If communication with the client terminal 12 of the user is not possible, the status of the received mail in the mail status management table is updated to “unrelated” (S1704). If there is no corresponding record in step S1701, the pop-up display process ends.

  Subsequently, after step S1703 of the above-described response request pop-up display processing, when the user sets “no relationship” to the response request, or as shown in step S1704, the pop-up display processing by the user times out and prevention of case response omission A transfer destination determination process when the status is “unrelated” by the system 10 will be described with reference to FIG. In the mail status management table, records with the same mail ID are extracted. Among them, there is a record whose status is “processing” or “supported” and whose follow time column is not blank. Is discriminated (S1801). If it exists, the transfer time is obtained by referring to the transfer destination management table based on the group name column of the corresponding record, and the value obtained by subtracting the follow time column from the current time is calculated for each group registered in the group name column. If the calculated value exceeds the transfer time value in the transfer destination management table, the status is changed to “unrelated” (timeout state) (S1802). With reference to the statuses of the records having the same mail ID as a target, it is determined whether all the records are “unrelated” (S1803). If all are “unrelated”, the value of the group name column is temporarily stored in the records of the same mail ID registered in the mail status management table, and all the records of the mail ID are deleted (S1804). Using the temporarily stored group name value as a key, it matches the value of the group name column in the transfer destination management table, and reads the transfer destination group from the transfer destination column (S1805). All the users belonging to the read transfer destination group are registered in the mail status management table with the status “not yet started” and the follow time set to blank (S1806). If no corresponding record exists in step S1801 and step S1803, the process ends.

  Next, the operation of the follower for preventing omission of correspondence of received mail being processed will be described with reference to FIG. In the mail status management table, it is determined whether or not a record with the same mail ID has a status of “Supported” and a status of “Processing” exists (S1901). It is determined whether or not the current time has passed the follow time sequence of the received mail (S1902). When the follow time has passed, the record whose status is “processing” is referred to, the user ID indicating the corresponding user is acquired from the user ID column, and the communication with the client terminal 12 used by the user is performed. It is determined whether or not it is possible (S1903). If communication is possible, a pop-up display for confirming the progress of the response is displayed on the client terminal 12 of the user, and the next scheduled follow-up processing time is updated and registered in the mail status management table (S1904). If communication with the user's client terminal 12 is not possible, the status of the received mail in the mail status management table is updated to “unrelated” (S1905). If the corresponding record does not exist in step S1901, the follow process is terminated.

  A user response process following the above-described user determination process and follow process will be described with reference to FIG. A pop-up display requesting a status response is performed from the case correspondence leakage prevention system 10 to the client terminal 12 used by the user (S2001). It is determined whether or not the client terminal used by the user for whom a response is requested can respond (S2002). If the user can respond, the user selects whether the received mail is his / her responsibility or not (S2003). When the user selects that he / she is in charge, the user selects whether or not the received mail has been handled (S2004). If the response has been completed, a status of “corresponding” is returned, and the mail status in the mail status management table of the database 13 is registered as “corresponding” (S2005). In step S2002, if the response by the client terminal is not performed for a certain period of time, the mail status in the mail status management table is registered as “unrelated”, but the process is not performed in the follow process (S2006). . If the user selects that the user is not in charge in step S2003, the mail status in the mail status management table is registered as “unrelated” (S2007). If the response to the received mail is not completed in step S2004, the mail status in the mail status management table is registered as “processing” (S2008).

  Next, the operation of the download data deletion notification means when there is a need to delete the received mail downloaded by the user will be described with reference to FIG. It is determined whether or not there is a received mail whose deletion request flag is on in the mail download destination management table of the database 13 (S2101). It is determined whether or not the deletion status of the received mail whose deletion request flag is on is deleted (S2102). For the deleted mail, the corresponding record is deleted from the mail download destination management table (S2103). A deletion completion notification is transmitted to (S2104). The administrator notifies the customer that deletion of the received mail has been completed as necessary. If there is a deletion status that has not been deleted in step S2102, it is determined from the notification time column whether it is not notified or a predetermined time has elapsed since the previous notification (S2105). When a predetermined time has elapsed, a pop-up display requesting a deletion request notification and a deletion status response is given to the client terminal 12 used by the target user, and the next follow time is updated and registered in the notification time column ( S2106).

  Next, a corresponding user changing unit for changing a user who corresponds to a case to another user will be described with reference to FIG. FIG. 22 shows the electronic mail information managed by the mail data management table generated as a WEB screen by the corresponding user changing means. By selecting the corresponding user and the corresponding status (status) from the list and pressing the corresponding update button, the changed information is reflected in the mail data management table, and a popup is displayed for the changed user. , Can promote the response of the relevant cases. For example, managers such as senior managers can use this screen to judge the response status of incidents at a glance and to prompt the user to transfer corresponding users or process incidents that have been left for a long time. Will improve.

  According to the case correspondence omission prevention system that performs the above operations, the received mail is compared with the system in which each user receives the mail received by the commonly used common mail account and performs the corresponding action. Record users in the database, determine which users are likely to be appropriate based on the keywords, and display pop-ups on the client terminals used by the corresponding users to register the status of the response, preventing responders from being missed Centralized management can be performed by the system 10.

  In addition, as described above, when there is no user who is determined to be appropriate for the response, or when the user himself / herself determines that he / she is not in charge, the pop-up display to the upper group is performed immediately. Since it is possible to request other users to process the corresponding received mail, it is possible to reduce the possibility of leaving the received mail as it is, and to prevent omission of correspondence.

  Further, when a predetermined time elapses while the received mail is being handled and the follow time is reached, the case handling omission prevention system 10 pops up a confirmation message of the working case for the client terminal 12 of the corresponding user. Thus, even when the user has forgotten the case that he / she wants to deal with, it is possible to prevent omission of correspondence by automatically giving a warning.

  The download history management table manages the download history even when the customer who sent the email needs to delete the email, such as a request to delete the email or attached file. Therefore, the downloaded user and the client terminal can be easily specified, and the deletion request can be surely notified to the user having the e-mail or the attached file by prompting the deletion by pop-up display.

  As mentioned above, although one Example of this invention was explained in full detail, this invention is not limited to the said Example, A various deformation | transformation implementation is possible within the range of the summary of this invention. For example, even in the case where two common accounts are used, the above-described configuration is applied to each received mail, or mail determination conditions are set and managed for each mail account, and are received by two mail accounts. E-mails can be distributed to users, and it is possible to easily prevent omission of correspondence of received mails. Further, although the description has been given assuming that the transfer destination group is one, the present invention is not limited to this, and there is no problem even if it is configured to perform transfer from a user to a plurality of groups and from a certain group to a plurality of groups. In addition, the status regarding the mail response status has been set to 3 types: “processing”, “not related”, and “supported”. However, the status is not limited to this. There is no problem even if additional processing is added.

10 Case leakage prevention system 11 Mail server 12, 12a, 12b Client terminal 13 Database 14, 14a Administrator terminal

Claims (12)

It consists of a client terminal that is individually managed and used by a user and a mail server that sends and receives e-mails. One or more groups consisting of a plurality of users receive a common mail account using the common mail account. A system for responding to a case described in an e-mail (hereinafter simply referred to as a case), the system including a mail data management table for storing received e-mails,
User management table for managing users,
A group management table for managing a group to which the user belongs individually and a hierarchical relationship of the group;
A mail determination condition management table for managing conditions for determining users to be assigned to received e-mails;
A database having a mail status management table capable of registering a status “unrelated” indicating that at least the assigned user is irrelevant among the response status of the case;
Pop-up display means for prompting the user to respond to the case and displaying a pop-up having a status registration means for the user to register the mail status management table with the response status of the e-mail;
When the mail server receives an e-mail, the contents of the e-mail are registered in the mail data management table, and a user who is scheduled to correspond is determined based on the mail determination condition management table, and the user uses the Pop-up display by the pop-up display means so as to respond to the e-mail to the client terminal,
If the status registration is not performed even after a predetermined time has elapsed since the pop-up display has been performed, or if a status of “irrelevant” is registered by the pop-up display, the pop-up display means A matter response characterized by identifying a group higher in the group from the group management table and displaying a pop-up to prompt the client terminal used by a user belonging to the higher group to respond to the case. Leak prevention system.   When receiving a request for downloading the received e-mail from the client terminal, the e-mail that permits downloading of the e-mail of the client terminal and stores and manages the user who downloaded the e-mail in the database as download history information The item handling leakage prevention system according to claim 1, further comprising a download unit.   Download data deletion notification means for notifying a user who has downloaded based on the download history information of the deletion of the corresponding e-mail in a lump and performing a pop-up display on the client terminal of the user when deleting a desired e-mail The item corresponding leakage prevention system according to claim 2, further comprising:   In the mail status management table, “processing” indicating that the case is currently being handled can be registered, and when a predetermined time has passed since the reception of the case by e-mail, 4. The case correspondence leakage prevention system according to claim 1, further comprising follow means for performing pop-up display on a client terminal to be used and performing reconfirmation.   Provide business hours management means to manage business start time, business end time, and business day, and if the e-mail is not received between the business start time and the business end time, the pop-up display is started next time The system according to any one of claims 1 to 4, wherein the pop-up display is performed when the time is deferred and the business start time is reached.   An operation screen is displayed on the client terminal in response to a request from the client terminal, and a corresponding user changing unit is provided that enables a user who performs an e-mail response to be changed via the operation screen. Item 6. The leakage prevention system according to any one of Items 1 to 5. A case handling method in which a group to which one or more users belong is configured in a hierarchy, and the group uses a common mail account to respond to a case described in an email received by the common mail account,
The mail server receives the e-mail received from the e-mail, determines the user who is scheduled to respond, performs a pop-up display informing that the e-mail has been received on the client terminal used by the user, and the user who received the pop-up display Register the response status in the database,
In addition, even if a predetermined time has elapsed since the pop-up display, the response status is not registered for the database, or the status “unrelated” is registered for the database by the user in the pop-up display. In the case where the user belongs, the upper group of the group to which the user belongs is determined, and a pop-up display for prompting the client terminal used by the user belonging to the upper group to respond to the case is performed. How to prevent leaks in dealing with projects.   When a request for downloading the received e-mail is received from the client terminal used by the user, the e-mail download of the client terminal is permitted, and the user who downloaded the e-mail is stored and managed in the database as download history information The method for preventing leakage of case correspondence according to claim 7.   When deleting a desired e-mail, the user who has performed the download based on the download history information is notified of the deletion of the corresponding e-mail in a batch, and a pop-up display is performed on the client terminal of the corresponding user. The method for preventing leakage of case correspondence according to claim 8.   In the mail status management table, “processing” indicating that the case is currently being processed can be registered, and when a predetermined time has elapsed since the reception of the case by e-mail, The method for preventing leakage of case correspondence according to claim 7, wherein pop-up display is performed on a client terminal to be used and reconfirmation is performed.   Provide business hours management means to manage business start time, business end time, and business day, and if the e-mail is not received between the business start time and the business end time, the pop-up display is started next time The method for preventing leakage of case correspondence according to any one of claims 7 to 10, wherein the pop-up display is performed when the time is deferred and the business start time is reached. The operation screen is displayed on the client terminal in response to a request from the client terminal, and a user who handles an e-mail can be changed via the operation screen. Or item 1 leakage prevention method.

Images