JP2014164470A - Reception control device, reception control system, reception control method and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a reception control device capable of appropriately determining a call order of users for additional transaction or transaction after a change, and to provide a reception control system, a reception control method and a program.SOLUTION: The reception control device includes: a database management unit that records a call order of a user according to a reception time of a transaction request of the user having arrived at a prescribed institution in a database for every number system associated with a transaction type; a reception unit that receives a first transaction request by a user having arrived at the institution from a communication terminal and, after that, receiving a second transaction request from the user whose first transaction request has been received; and a call order control unit that determines a call order of the user for the second transaction in the database according to the reception time of the first transaction request.

Description

  The present invention relates to an admission control device, an admission control system, an admission control method, and a program.

  Conventionally, for example, various techniques for controlling reception of users such as customers have been proposed for the purpose of shortening the waiting time of customers in a financial institution and improving the efficiency of window operations.

  For example, Patent Document 1 discloses a technique for preferentially calling a customer who visits a store after registering transaction details in advance within an allowable time range compared to a general customer who directly visits the store without registering transaction details. . Japanese Patent Application Laid-Open No. 2004-228561 discloses a technique for controlling so that a customer is not called when an input to a preparation document by a customer is not completed at the reception desk.

JP2012-155567 JP2007-148986A

  However, in the above technique, when the user desires to add or change a transaction, the order of calling the user for the additional transaction or the transaction after the change cannot be appropriately determined. For example, in the above technique, if the user wishes to add or change a transaction, the user has to obtain a new call number and wait for the turn in line with the end of the queue. . For this reason, for example, a phenomenon occurs in which another user who arrives at the facility later than the time when the user arrives at the facility is called first.

  Therefore, the present invention has been made in view of the above problems, and the object of the present invention is to appropriately determine the calling order of users for additional transactions or changed transactions. It is another object of the present invention to provide a new and improved admission control device, admission control system, admission control method, and program.

  In order to solve the above-described problem, according to one aspect of the present invention, for each number system associated with a transaction type, a user call is made according to a reception time of a transaction request by a user arriving at a predetermined facility. A database management unit that records the order in the database, and a second transaction by the user after receiving a request for the first transaction by the user who has arrived at the facility and a request for the first transaction from the communication terminal. An accepting unit that accepts a request for a transaction, and a call order control unit that determines the order in which the user calls for the second transaction in the database according to the accepting time of the request for the first transaction. An admission control device is provided.

  The admission control device further includes a determination unit that determines whether a numbering system corresponding to the first transaction is different from a numbering system corresponding to the second transaction, If the determination unit determines that the numbering system is different, the calling order of the user in the numbering system corresponding to the second transaction is determined according to the reception time of the request for the first transaction. Also good.

  When the determination unit determines that the numbering system is different, the calling order control unit receives the transaction request reception time by the other user in the numbering system corresponding to the second transaction and the first The calling order of the users may be determined based on the result of comparison with the reception time of the transaction request.

  The call sequence control unit, when the determination unit determines that the numbering system is different, in the numbering system corresponding to the second transaction, a time later than the reception time of the request for the first transaction The calling order of the users may be determined so as to be one time before the calling order of other users received at the time and the time closest to the receiving time of the request for the first transaction. .

  The call sequence control unit, when the determination unit determines that the numbering system is different, sets an additional time corresponding to a difference between a current time and a reception time of a request for the first transaction to the first The calling order of the users may be determined according to the time added to the reception time of the transaction request.

  The call order control unit, when the determination unit determines that the numbering system is different, sets the additional time corresponding to the number of people waiting for calling in the numbering system corresponding to the second transaction to the first transaction. The calling order of the users may be determined according to the time added to the reception time of the request.

  The call sequence control unit, when the determination unit determines that the numbering system is different, calls the user according to a time obtained by adding a predetermined time to the reception time of the request for the first transaction. The order may be determined.

  The database management unit assigns a call number in association with the call order of the user for each of the number systems, further records the numbered call number in the database, and the call order control unit uses the call number. If the call order of the person is determined, the call number is assigned in a number system different from both the number system corresponding to the first transaction and the number system corresponding to the second transaction. The call number may be recorded in the database.

  The communication terminal may be a portable terminal possessed by the user.

  The communication terminal may be a reception terminal installed in the facility.

  Moreover, in order to solve the said subject, according to another viewpoint of this invention, it has a reception control apparatus and a communication terminal, and the said reception control apparatus is predetermined for every number system matched with the transaction classification. A database management unit that records the calling order of users in a database according to the reception time of a transaction request by a user arriving at the facility, a first transaction request by the user arriving at the facility, and the first An accepting unit that accepts a request for a second transaction by the user after the request for the transaction is accepted, and the calling order of the user for the second transaction in the database. A call order control unit that determines according to the reception time of the request, and the communication terminal includes a transmission unit that transmits a transaction request by a user who has arrived at the facility to the reception control device. Admission control system is provided.

  Further, in order to solve the above-described problem, according to another aspect of the present invention, each number system associated with a transaction type is used according to the reception time of a transaction request by a user arriving at a predetermined facility. Recording the call order of the user in the database, the request for the first transaction by the user arriving at the facility from the communication terminal, and the first by the user after the request for the first transaction is received. Receiving a request for a second transaction, and determining a calling order of the user for the second transaction in the database according to a reception time of the request for the first transaction. A control method is provided.

  In order to solve the above-mentioned problem, according to another aspect of the present invention, the computer is set at the reception time of a transaction request by a user arriving at a predetermined facility for each number system associated with the transaction type. After receiving a request for the first transaction and a request for the first transaction by the user arriving at the facility from the database management unit that records the calling order of the user in the database in response to the communication terminal. A reception unit that receives a request for the second transaction by the user, and a call that determines the calling order of the user for the second transaction in the database according to the reception time of the request for the first transaction A program is provided for functioning as a forward control unit.

  As described above, according to the present invention, it is possible to appropriately determine the calling order of users for an additional transaction or a changed transaction.

It is explanatory drawing which showed the structure of the reception control system by embodiment of this invention. It is explanatory drawing which showed the hardware constitutions of the reception control apparatus by the same embodiment. It is explanatory drawing which showed an example of the structure of the database for reception by the same embodiment. It is explanatory drawing which showed an example of the structure of the customer information table by the embodiment. It is explanatory drawing which showed an example of the structure of the queue table by the embodiment. It is explanatory drawing which showed an example of the structure of the queue table by the embodiment. It is explanatory drawing which showed an example of the structure of the number table for interruption by the embodiment. It is the functional block diagram which showed the structure of the reception control apparatus by the same embodiment. It is the functional block diagram which showed the structure of the terminal for customers by the same embodiment. It is the functional block diagram which showed the structure of the reception terminal by the embodiment. It is the sequence diagram which showed the operation | movement at the time of the request | requirement of the initial transaction by the embodiment. It is explanatory drawing which showed an example of the structure of the desired transaction registration screen by the embodiment. It is explanatory drawing which showed an example of the structure of the number notification screen by the embodiment. It is the sequence diagram which showed the operation | movement at the time of the request | requirement of the transaction of addition / change by the embodiment. It is the 1st flowchart which showed in detail the operation | movement of the determination process of the new call number by the embodiment. It is explanatory drawing which showed an example of the structure of the queue table by the embodiment. It is explanatory drawing which showed an example of the structure of the queue table by the embodiment. It is explanatory drawing which showed an example of the structure of the queue table by the embodiment. It is the 2nd flowchart which showed in detail the operation | movement of the determination process of the new call number by the embodiment. It is a 1st graph which shows the characteristic of the numerical formula used for calculation of the additional time by the embodiment. It is a 2nd graph which shows the characteristic of the numerical formula used for calculation of the additional time by the embodiment. It is explanatory drawing which shows the determination method of the calling order by the modification of this invention.

  Exemplary embodiments of the present invention will be described below in detail with reference to the accompanying drawings. In addition, in this specification and drawing, about the component which has the substantially same function structure, duplication description is abbreviate | omitted by attaching | subjecting the same code | symbol.

  In the present specification and drawings, a plurality of components having substantially the same functional configuration may be distinguished by adding different alphabets after the same reference numeral. For example, a plurality of configurations having substantially the same functional configuration are differentiated as necessary, such as a customer terminal 20a and a customer terminal 20b. However, when it is not necessary to particularly distinguish each of a plurality of constituent elements having substantially the same functional configuration, only the same reference numerals are given. For example, when there is no need to distinguish between the customer terminal 20a and the customer terminal 20b, they are simply referred to as the customer terminal 20.

Further, the “DETAILED DESCRIPTION OF THE INVENTION” will be described according to the following item order.
1. 1. Basic configuration of admission control system 2. Detailed description of embodiments 2-1. Configuration 2-2. Operation 2-3. Effect 3. Modified example

<1. Basic configuration of reception control system>
The present invention can be implemented in various forms as will be described in detail in “2. Detailed Description of Embodiments” as an example. In the following, first, the basic configuration of the admission control system according to the present embodiment will be described with reference to FIG. In the present specification, as an example, for example, the reception control system is applied to a scene in which a transaction request by a customer (user) visiting a financial institution's store for a transaction such as a transfer transaction is received. Will be described mainly.

  As shown in FIG. 1, the reception control system according to the present embodiment includes a reception control device 10, a communication network 12, a customer terminal 20 (communication terminal), a printer 22, a wireless AP (Access Point) 24, a reception terminal 30 ( Communication terminal), and a database 40 for reception.

-Reception control device 10-
The reception control device 10 is a device that is installed in the center 1 of a financial institution and controls the calling order of customers who have visited the sales office 2 (facility) to, for example, a window. The reception control device 10 receives a transaction request from a customer who operates the customer terminal 20 or the reception terminal 30 via the communication network 12 and records the received transaction request in the reception database 40.

  Further, the reception control device 10 has a hardware configuration as shown in FIG. 2, for example. As shown in FIG. 2, the reception control device 10 includes a CPU (Central Processing Unit) 150, a ROM (Read Only Memory) 152, a RAM (Random Access Memory) 154, an internal bus 156, an input / output interface 158, and an HDD (Hard). Disk Drive) 160 and network interface 162.

  The CPU 150 is configured as an example of a control unit 100, a database management unit 102, a reception unit 104, a call order control unit 106, and a determination unit 108, which will be described later. The CPU 150 functions as an arithmetic processing device and a control device, and controls the overall operation in the reception control device 10 according to various programs. The CPU 150 may be a microprocessor.

  The ROM 152 stores programs used by the CPU 150, calculation parameters, and the like. The RAM 154 temporarily stores programs used in the execution of the CPU 150, parameters that change as appropriate during the execution, and the like. The CPU 150, the ROM 152, and the RAM 154 are connected to each other by an internal bus 156 that includes a CPU bus or the like.

  The input / output interface 158 connects the HDD 160 and the network interface 162 to the internal bus 156. For example, the HDD 160 exchanges data with the RAM 154 or the like via the input / output interface 158 and the internal bus 156.

  The HDD 160 is, for example, a data storage device configured as an example of the storage unit 112 described later. The HDD 160 may include a storage medium, a recording device that records data on the storage medium, a reading device that reads data from the storage medium, a deletion device that deletes data recorded on the storage medium, and the like. The HDD 160 stores programs executed by the CPU 150 and various data.

  The network interface 162 is a communication interface configured by, for example, a communication device for connecting to the communication network 12, and is configured as an example of the communication unit 110 described later. The network interface 162 may be a wireless LAN compatible communication device, an LTE (Long Term Evolution) compatible communication device, or a wire communication device that performs wired communication.

-Communication network 12-
The communication network 12 is a wireless or wired transmission path for information transmitted from a device connected to the communication network 12. For example, the communication network 12 may include a public line network such as the Internet or a satellite communication network, various types of LAN (Local Area Network) including Ethernet (registered trademark), WAN (Wide Area Network), and the like. Further, the communication network 12 may include a part of a dedicated line network such as an IP-VPN (Internet Protocol-Virtual Private Network).

-Customer terminal 20-
The customer terminal 20 is a portable terminal possessed by a customer who visits the sales office 2. The customer terminal 20 has a function of performing communication with the wireless AP 24 by wireless communication. The customer terminal 20 may be, for example, a mobile phone such as a smartphone, a tablet terminal, a PDA (Personal Digital Assistant), a laptop PC (Personal Computer), or the like.

-Printer 22-
The printer 22 is a printing device installed in the sales office 2, for example, a device for printing a customer call number on a piece of paper and providing it to the customer. The printer 22 has a function of printing a call number assigned by the reception control device 10 on a piece of paper and a function of discharging the printed piece of paper from a discharge port, for example, according to an instruction from the reception terminal 30.

-Wireless AP24-
The wireless AP 24 is a wireless device that connects a wireless terminal such as the customer terminal 20 to the communication network 12, for example, in the sales office 2. The wireless AP 24 performs wireless communication in accordance with a standard such as IEEE 802.11a / b / g / n.

-Reception terminal 30-
The reception terminal 30 is a dedicated terminal for customer reception installed in the sales office 2. A customer who has arrived at the sales office 2 can accept a transaction by, for example, an operation on a touch panel provided on the reception terminal 30.

-Reception database 40-
The reception database 40 is a storage device that stores a reception time of a transaction request by a customer and a calling order of the customer in association with each numbering system associated with the transaction type of the financial institution.

  In the present embodiment, as an example, it is assumed that the counter of the sales office 2 is classified into a plurality of departments by the financial institution based on, for example, the degree of difficulty of the procedure. In addition, the numbering system is determined in advance by a financial institution in association with, for example, a staff at a window. Further, for example, for the purpose of dealing with a plurality of transaction types by a single person, the numbering system is determined in advance by the financial institution in association with the transaction types. For example, one numbering system is associated with transactions that are easy to perform, such as deposit transactions, withdrawal transactions, and transfer transactions, while another numbering system is a sophisticated transaction with procedures such as opening a new account and loss of passbook. It may be associated.

  As shown in FIG. 3, the reception database 40 stores a customer information table 400, a queue table 410, and an interrupt number table 420. The customer information table 400 is a table for storing, for example, customer information received by the reception control device 10 by a customer operation on the customer terminal 20 or the reception terminal 30. Here, a configuration example of the customer information table 400 will be described with reference to FIG. As shown in FIG. 4, in the customer information table 400, for example, a customer ID 4000, a customer name 4002, a customer address 4004, a telephone number 4006, and a login password 4008 are recorded in association with each other. Here, the customer ID 4000 is an identifier that is uniquely given to the customer, for example, by registering customer information performed when the customer visits the store for the first time. Also, the login password 4008 is a password for a customer who has registered customer information, for example, to confirm the identity at the second visit or later.

  For example, in the customer information of the first record in FIG. 4, the customer ID is “0001”, the customer's name is “Taro Oki”, the customer's address is “Chiyoda-ku, Tokyo XX”, This indicates that the telephone number is “03-1111-XXXX” and the login password is “XXXXXXXXXX”.

  The queue table 410 is a table for storing a transaction request reception time by a customer and a calling order of the customer in association with each number system. Here, a configuration example of the queue table 410 (queue table (numbering system A) 410a) will be described with reference to FIG. As shown in FIG. 5, in the queue table (numbering system A) 410a, for example, the call number 4100, customer ID 4102, reception time 4104, desired transaction (1) 4106, desired transaction (2) 4108, The desired transaction (3) 4110, the waiting state 4112, and the calling order 4114 are recorded in association with each other. Here, the call number 4100 records the call number assigned by the reception control device 10 in association with the call order 4114. In the reception time 4104, the time at which the reception control device 10 receives a transaction request from a customer who has visited the sales office 2 is recorded. In the calling order 4114, for example, the order of calling customers at a window or the like is recorded. For example, in the data of the third record in FIG. 5, the call number is “312”, the customer ID is “0002”, the reception time is “13:20”, and the transaction type desired by the customer is “payment”. “Transaction”, the state is “Waiting”, and the calling order is “No. 2”.

  As a modification, the queue table 410 may be configured and operated so that records are arranged in the order of reception times. In this modification, since the customer calling order is determined by the order of the records, the column of the calling order 4114 may not be included.

  6 shows a configuration example (queue table (numbering system B) 412a) of the queue table 410 having a numbering system different from the numbering system (numbering system A) of the queue table 410 shown in FIG. It is explanatory drawing. Here, the numbering system A and the numbering system B have different call numbers. For example, the call number 4120 illustrated in FIG. 6 is numbered in the “400” number, whereas the call number 4100 illustrated in FIG. 5 is numbered in the “300” number. In other respects, the queue table (numbering system B) 412a is the same as the queue table (numbering system A) 410a.

  As will be described later, the interrupt number table 420 is a table for recording interrupt numbers assigned by the reception control device 10. As shown in FIG. 7, in the interrupt number table 420, for example, a call number 4200, a customer ID 4202, a reception time 4204, and an interrupt destination number system 4206 are recorded in association with each other. Here, the interrupting number includes a numbering system corresponding to the transaction requested first by the customer (first transaction), and a numbering system corresponding to the transaction requested to be added or changed by the customer (second transaction). Are different call numbers assigned by the reception control device 10 in response to requests for addition / change transactions. Further, the interrupting number is assigned in a numbering system different from both the numbering system corresponding to the initial transaction and the numbering system corresponding to the addition / change transaction. For example, as shown in FIG. 7, the call number 4200 is numbered in the “600” number, and a number different from both the call number 4100 in FIG. 5 and the call number 4120 in FIG. Is done.

  The admission control system according to the present embodiment is not limited to the configuration described above. For example, the reception control system may include only one of the customer terminal 20 and the reception terminal 30 and may not include the other. Further, the reception database 40 may be stored in the storage unit 112 of the reception control device 10 described later, instead of being configured as an independent device. Further, the reception control device 10 and the reception database 40 may be installed in the sales office 2 instead of being installed in the center 1. FIG. 1 illustrates an example in which one printer 22, wireless AP 24, or reception terminal 30 is installed in the sales office 2, for example. Good.

<2. Detailed Description of Embodiment>
[2-1. Constitution]
(2-1-1. Configuration of Acceptance Control Device 10)
The basic configuration of the reception control system according to this embodiment has been described above. Next, the configuration according to the present embodiment will be described in detail.

  FIG. 8 is a functional block diagram showing the configuration of the reception control device 10 according to the present embodiment. As illustrated in FIG. 8, the reception control device 10 includes a control unit 100, a communication unit 110, and a storage unit 112. In addition, the control unit 100 includes a database management unit 102, a reception unit 104, a call order control unit 106, and a determination unit 108.

  The control unit 100 has a function of generally controlling the operation of the reception control device 10 using hardware such as a CPU 150 and a RAM 154 built in the reception control device 10. For example, the control unit 100 controls operations of the communication unit 110 and the storage unit 112.

  The database management unit 102 records, in the reception database 40, the order of calling the customers according to the reception time of the transaction request by the customer for each number system. In addition, the database management unit 102 assigns a call number in association with the customer's calling order for each numbering system, and further records the numbered call number in the reception database 40. Further, as will be described later, the database management unit 102, when the calling order control unit 106 determines the calling order of the customer, the numbering system corresponding to the initial transaction and the numbering system corresponding to the addition / change transaction. The call numbers are assigned in a number system different from any of the above, and the assigned call numbers are recorded in the reception database 40.

  The accepting unit 104 accepts a request for an initial transaction by a customer arriving at the sales office 2 and a request for addition or change of the transaction from the customer terminal 20 or the reception terminal 30.

  The calling order control unit 106 determines the customer calling order for the addition / change transaction in the reception database 40 according to the reception time of the initial transaction request. In addition, the calling order control unit 106 determines the calling order of the customer in the numbering system corresponding to the addition / change transaction when the determining unit 108 described later determines that the numbering system is different. It is decided according to the reception time.

  More specifically, the call order control unit 106, when the determination unit 108 determines that the numbering system is different, accepts a transaction request by another customer in the numbering system corresponding to the addition / change transaction. And the order of customer calls is determined based on the result of comparison between the initial transaction request and the reception time. For example, when it is determined by the determination unit 108 that the numbering system is different, the calling order control unit 106 has a numbering system corresponding to the addition / change transaction after the reception time of the initial transaction request. The calling order of the customers is determined so as to be one time before the calling order of the other customers received at the time and at the time closest to the receiving time of the initial transaction request.

  As a modification, the calling sequence control unit 106, when the determination unit 108 determines that the numbering system is different, adds time according to the difference between the current time and the initial transaction request reception time. The calling order of customers may be determined according to the time obtained by adding to the initial transaction request reception time. In addition, when the determining unit 108 determines that the numbering system is different, the calling order control unit 106 sets the additional time corresponding to the number of people waiting for calling in the numbering system corresponding to the addition / change transaction to the initial transaction. The customer calling order may be determined according to the time added to the request reception time. In addition, when it is determined by the determination unit 108 that the numbering system is different, the calling order control unit 106 determines the calling order of the customer according to the time obtained by adding a predetermined time to the initial transaction request reception time. You may decide. Details of the function of the above-described calling order control unit 106 will be described later.

  The determination unit 108 determines whether the numbering system corresponding to the initial transaction is different from the numbering system corresponding to the addition / change transaction. In addition, the determination unit 108 transmits the determination result to the calling order control unit 106.

  The communication unit 110 transmits / receives information to / from various devices connected to the communication network 12 via the communication network 12, for example. For example, the communication unit 110 receives an initial transaction request and an addition / change transaction request from the customer terminal 20 or the reception terminal 30. In addition, the communication unit 110 transmits the call number assigned by the database management unit 102 to the customer terminal 20 or the reception terminal 30.

  The storage unit 112 stores various software such as an application 114 for managing the reception database 40, for example.

  Note that, according to the first embodiment, the computer for causing the hardware such as the CPU 150, the ROM 152, and the RAM 154 built in the reception control device 10 to perform the same functions as the components of the reception control device 10 described above. Programs can also be provided. A storage medium storing the computer program is also provided.

  The configuration of the reception control device 10 according to the present embodiment has been described above, but is not limited to the configuration described above. For example, the communication unit 110 or the storage unit 112 is not included in the reception control device 10 and may be provided in another device.

(2-1-2. Configuration of Customer Terminal 20)
FIG. 9 is a functional block diagram showing the configuration of the customer terminal 20 according to the present embodiment. As illustrated in FIG. 9, the customer terminal 20 includes a control unit 200, a communication unit 202 (transmission unit), a display unit 204, an input unit 206, and a storage unit 208.

  The control unit 200 has a function of generally controlling the operation of the customer terminal 20 using hardware such as a CPU and a RAM built in the customer terminal 20. For example, the control unit 200 controls operations of the communication unit 202, the display unit 204, the input unit 206, and the storage unit 208. Further, the control unit 200 determines the content to be processed next by the customer terminal 20 based on, for example, information received by the communication unit 202 or information received by the input unit 206.

  The communication unit 202 transmits and receives various types of information to and from the reception control device 10 via the wireless AP 24, for example. For example, the communication unit 202 receives a call number assigned to the transaction request from the reception control device 10. In addition, the communication unit 202 transmits a request for an initial transaction by a customer and a request for an addition / change transaction to the reception control device 10.

  The display unit 204 displays various display screens such as a desired transaction registration screen 50 generated by an application 210 described later, for example.

  The input unit 206 accepts various operations by the customer. For example, the input unit 206 accepts an input operation of an initial transaction request or an addition / change transaction request by a customer. Although FIG. 9 shows an example in which the display unit 204 and the input unit 206 are separately configured, the functions of the display unit 204 and the input unit 206 are integrally configured in the customer terminal 20 such as a touch panel. May be.

  The storage unit 208 is information related to the customer who owns the customer terminal 20 and various software such as the application 210 for causing the customer to input a transaction request and transmitting the input request to the reception control device 10. Various data such as customer information 212 is stored.

(2-1-3. Configuration of the reception terminal 30)
FIG. 10 is a functional block diagram showing the configuration of the reception terminal 30 according to the present embodiment. As illustrated in FIG. 10, the reception terminal 30 includes a control unit 300, a communication unit 302 (transmission unit), a display unit 304, an input unit 306, and a storage unit 308. The functions of the control unit 300, communication unit 302, display unit 304, input unit 306, and storage unit 308 are the control unit 200, communication unit 202, display unit 204, input unit 206, and storage in the customer terminal 20, respectively. This is substantially the same as the unit 208. Therefore, the description is omitted here.

[2-2. Operation]
The configuration according to this embodiment has been described above. Subsequently, an operation according to the present embodiment will be described. Here, as an example, a customer of a financial institution visits the sales office 2 for a transaction such as a transfer transaction, and operates the customer terminal 20 or the reception terminal 30 to request reception of the transaction. explain.

(2-2-1. Operation at the time of initial transaction request)
Initially, with reference to FIG. 11, operation | movement at the time of the request | requirement of the initial transaction by a customer is demonstrated. As shown in FIG. 11, first, the customer activates the application 210 (or application 310) by an operation on the input unit 206 of the customer terminal 20 (or the input unit 306 of the reception terminal 30) (S101). Thereafter, the customer inputs customer information on the store visit registration screen displayed on the display unit 204 (or the display unit 304), for example, when the customer visits the store for the first time, and when the customer information is registered such as when the customer visits the store for the second time. Enter customer ID and login password. Subsequently, the communication unit 202 (or the communication unit 302) transmits the input information to the reception control device 10 (S102).

  Subsequently, when the customer information is received, the database management unit 102 of the reception control apparatus 10 records the customer information in the customer information table 400 (S201). For example, when a customer ID and a login password are received, the database management unit 102 refers to the customer information table 400 and confirms whether the combination is correct. If the combination is incorrect, the control unit 100 causes the communication unit 110 to transmit a message indicating that the input information is incorrect to the customer terminal 20 (or the reception terminal 30).

  Thereafter, the display unit 204 of the customer terminal 20 (or the display unit 304 of the reception terminal 30) displays the desired transaction registration screen 50 shown in FIG. 12, for example. As shown in FIG. 12, the desired transaction registration screen 50 includes, for example, a deposit transaction button 500, a withdrawal transaction button 501, a transfer transaction button 502, a tax public funds procedure button 503, a new account opening button 504, a consultation request button 505, and a loss. A procedure button 506 and other procedure buttons 507 are provided.

  Subsequently, the customer selects a desired transaction on the desired transaction registration screen 50. Subsequently, the communication unit 202 (or the communication unit 302) transmits the input transaction request to the reception control device 10 (S103).

  Subsequently, the accepting unit 104 of the acceptance control device 10 accepts the received transaction request (S202). Subsequently, the database management unit 102 refers to the reception database 40, determines the customer calling order according to the reception time of the transaction request by the customer in the numbering system corresponding to the requested transaction, and determines the customer calling order. Is recorded in the reception database 40. Then, the database management unit 102 assigns call numbers in association with the customer's call order, and records the numbered call numbers in the reception database 40 (S203).

  For example, as shown in the record on the fourth line in FIG. 5, when the reception control device 10 receives a request for “transfer transaction” at “13:21” from the customer terminal 20, the database management unit 102 In the numbering system A corresponding to “transfer transaction”, the calling order is determined as “No. 3” by comparing with the reception time of each record whose state is “waiting”. Then, the database management unit 102 assigns “313” as the calling number corresponding to the calling order in the numbering system A and records it in the reception database 40.

  Subsequently, the communication unit 110 transmits the numbered call number to the customer terminal 20 (or the reception terminal 30) (S204). Subsequently, when the reception terminal 30 receives the call number, that is, when the terminal operated by the customer is the reception terminal 30 (S104: Yes), the communication unit 302 of the reception terminal 30 receives the received call A number printing request is transmitted to the printer 22 (S105). Thereafter, the printer 22 prints the calling number on a piece of paper, and discharges the piece of paper from the discharge port (S301).

  On the other hand, when the customer terminal 20 receives the calling number, that is, when the terminal operated by the customer is the customer terminal 20 (S104: No), the display unit 304 of the customer terminal 20 displays, for example, FIG. The number notification screen 52 as shown in FIG. 13 is displayed (S106). The number notification screen 52 can notify the customer of the received call number.

(2-2-2. Operation when requesting addition / change transactions)
The operation at the time of requesting the initial transaction has been described above. Next, with reference to FIG. 14, an operation at the time of requesting an addition / change transaction will be described. Here, it is assumed that the request has changed so that the customer wishes to add or change the transaction during the waiting time until the call is made after the request for the initial transaction is accepted.

  As shown in FIG. 14, first, the customer activates the application 210 (or application 310) by operating the input unit 206 of the customer terminal 20 (or the input unit 306 of the reception terminal 30). Then, the customer selects addition or change of the transaction on, for example, a menu screen displayed on the display unit 204 (or the display unit 304) (S111).

  Subsequently, the communication unit 202 (or the communication unit 302) transmits, for example, the call number received in response to the initial transaction request and the current waiting information such as the customer ID to the reception control device 10 (S112).

  Thereafter, the customer inputs information such as a transaction type regarding the additional transaction or the transaction after the change on the selection screen of the addition / change transaction displayed on the display unit 204 (or the display unit 304). Then, the communication unit 202 (or the communication unit 302) transmits the input information to the reception control device 10 (S113).

  Subsequently, the determination unit 108 of the reception control device 10 determines whether or not the numbering system corresponding to the initial transaction is different from the numbering system corresponding to the addition / change transaction indicated by the information received in S113. (S211).

  When it is determined that the transaction numbering system is the same (S211: No), the communication unit 110 transmits a notification to the effect that the calling number is not changed to the customer terminal 20 (or the reception terminal 30) (S212). ). Subsequently, the control unit 200 of the customer terminal 20 (or the control unit 300 of the reception terminal 30) displays on the display unit 204 (or the display unit 304) that the transaction addition / change reception has been completed, and then operates. Is finished (S114).

  Thereafter, the database management unit 102 of the reception control apparatus 10 updates the reception database 40 based on the transaction information received in S113 (S213). For example, the record on the second line shown in FIG. 5 is a request for “payment transaction” as an addition / change transaction after a request for “transfer transaction” is received as an initial transaction at time “13:15”. Shows an accepted example. As shown in this example, when the numbering system corresponding to the initial transaction and the numbering system corresponding to the addition / change transaction are the same, the database management unit 102 determines the calling order and the calling number of the customer. Do not change. The reason for this is that, as described above, transaction types included in the same numbering system, in principle, continuously correspond to the same staff at the counter, thereby reducing the burden on the staff of the financial institution and improving the efficiency of business. Because.

  On the other hand, if it is determined that the transaction numbering system is different (S211: Yes), the reception control device 10 performs a “new call number determination process” described later (S214). Subsequently, the communication unit 202 transmits the new call number assigned in S214 to the customer terminal 20 (or the reception terminal 30) (S215).

  The operations after S215 (S115 to S117 and S311) are substantially the same as the operations after S204 shown in FIG. Therefore, the description is omitted here.

-New call number determination process-
Next, the details of the “new call number determination process” in S214 will be described with reference to FIG. As shown in FIG. 15, first, the calling order control unit 106 refers to the reception database 40 and acquires the reception time of the initial transaction request (S251).

  Subsequently, the calling order control unit 106 determines the calling order of the customers in the numbering system corresponding to the addition / change transaction according to the reception time acquired in S251 (S252). For example, in the numbering system corresponding to the addition / change transaction, the calling order control unit 106 is a time later than the reception time of the initial transaction request and the time closest to the reception time of the initial transaction request. The call order of the customer is determined so as to be one order before the call order of the other accepted customers.

  For example, the queuing table (numbering system B) 412b shown in FIG. 16 shows that the “lost procedure” request is made as an additional transaction by the customer corresponding to the record in the third row shown in FIG. 6 shows an example in which the queue table (numbering system B) 412a shown in FIG. The “payment transaction” is a transaction type included in the numbering system A, and the “lost procedure” is a transaction type included in the numbering system B. As shown in FIG. 16, the calling sequence control unit 106, in the queue table (numbering system B) 412b, is a time that is later than “13:20”, which is the initial transaction reception time, and the closest time. The calling order of the customer, that is, “No. 2” is determined so as to be one order before the calling order of other customers accepted at “13:25”. Then, the calling order control unit 106 determines that the calling order of other customers received after “13:20” is one after the other.

  The queue table (numbering system A) 410b shown in FIG. 17 is, for example, the queue table shown in FIG. 6 when a request for changing the transaction from “lost procedure” to “payment transaction” is made by the customer. (Numbering system B) 412a is updated. Note that “loss procedure” is a transaction type included in the number system B, and “payment transaction” is a transaction type included in the number system A. As shown in FIG. 17, the calling sequence control unit 106, in the queue table (numbering system A) 410b, is a time that is later than “13:20”, which is the initial transaction reception time, and the closest time. The calling order of the customer, that is, “No. 3” is determined so as to be one order before the calling order of other customers accepted at “13:25”. Then, the calling order control unit 106 determines that the calling order of other customers received after “13:20” is one by one later.

  Subsequently, the database management unit 102 refers to the interrupt number table 420, and regarding the addition / change transaction, the number system different from both the number system corresponding to the initial transaction and the number system corresponding to the addition / change transaction. Then, the call number is assigned (S253). For example, for the record in the third row shown in FIG. 16, the database management unit 102 assigns a number “602” that has not yet been assigned from the interrupt number table 420 shown in FIG. 7, for example.

  Subsequently, the database management unit 102 records the request for the addition / change transaction in the queue table of the number system corresponding to the addition / change transaction, for example, as the third record in FIG. 16 (S254).

  Subsequently, the database management unit 102 deletes the record of the initial transaction request from the queue table (S255). For example, the queuing table (numbering system A) 410c shown in FIG. 18 is obtained by requesting “lost procedure” as an additional transaction by the customer corresponding to the record in the third row shown in FIG. 5 shows an example in which the queue table (numbering system A) 410a shown in FIG. As indicated by a double line in FIG. 18, the database management unit 102 deletes a request for “payment transaction” that is an initial transaction from the queue table (numbering system A) 410. In S255, the database management unit 102 may actually delete the record to be deleted from the queue table, or set a flag indicating deletion for the record to be deleted and set the queue table to the queue table. It may be updated.

-New call number determination process (variation)-
The new call number determination process has been described above with reference to FIG. 15, but the operation according to the present embodiment is not limited to this example. For example, a modification as shown in FIG. 19 is also applicable. The modification shown in FIG. 19 is an operation example for imposing a certain penalty on the waiting time for a customer who has added or changed a transaction. More specifically, the reception control device 10 sets a certain additional time to the customer transaction order for addition / change transactions, not the initial transaction request reception time but the initial transaction request reception time. It is determined based on the added time.

  The operation of S251 shown in FIG. 19 is the same as the operation of S251 shown in FIG.

  After S251, the calling sequence control unit 106 calculates the additional time (S271). For example, the calling order control unit 106 may set a predetermined time such as 5 minutes as the additional time.

  In addition, the calling order control unit 106 may calculate the additional time according to the difference between the current time and the reception time of the initial transaction request. For example, as shown in FIG. 20, the calling sequence control unit 106 adds the additional time so that the additional time gradually decreases as the customer waiting time, that is, the difference between the current time and the initial transaction request reception time becomes longer. May be calculated. According to this calculation method, the length of the additional time is set so that the customer with a shorter waiting time has a larger ratio of the additional time to the waiting time, that is, the customer with a shorter waiting time has a larger penalty. The Therefore, this calculation method leads to an improvement in fairness due to the length of waiting time for customers who make additions / changes, and also improves the fairness between customers making additions / changes and interrupted customers. Can be connected.

  Further, the calling order control unit 106 may calculate the additional time according to the number of people waiting for calling in the numbering system corresponding to the addition / change transaction. For example, as shown in FIG. 21, the calling sequence control unit 106 waits so that the additional time is 5 minutes when the waiting number is 20, and the additional time is 10 minutes when the waiting number is 40. The additional time may be calculated so that the number of people and the length of the additional time are in a proportional relationship. According to this calculation method, the additional time increases as the number of waiting people increases. For this reason, the unfair feeling of the customer who is interrupted can be reduced. In addition, when there are a large number of people waiting, it is considered that the customer is restrained from requesting addition / change, which can reduce the burden of dealing with the customer at the window.

  Subsequently, the calling order control unit 106 determines the calling order of the customers in the numbering system corresponding to the addition / change transaction according to the time obtained by adding the additional time to the reception time acquired in S251 (S272).

  The operations in S253 to S255 are the same as the operations in S253 to S255 shown in FIG.

[2-3. effect]
As described above, for example, with reference to FIGS. 8, 11, 14, 15, and the like, the reception control device 10 according to the embodiment of the present invention has a branch office for each number system associated with the transaction type. The customer calling order is recorded in the reception database 40 in accordance with the reception time of the transaction request by the customer arriving at 2. And the reception control apparatus 10 receives the request | requirement of the initial transaction by a customer, and the request | requirement of an addition / change transaction from the customer terminal 20 or the reception terminal 30. Then, the reception control device 10 determines the order of customer calls for addition / change transactions in the reception database 40 according to the reception time of the initial transaction request. For this reason, the reception control device 10 can appropriately determine the order in which the customers call for the additional transaction or the transaction after the change.

  For example, when the customer desires to add or change a transaction, the reception control device 10 determines the order in which the customer is called based on the reception time of the request for the initial transaction. Almost unchanged. This eliminates the need for the customer to obtain a new call number or wait for the turn in line with the end of the queue, thereby preventing a decrease in customer satisfaction.

  Further, when the numbering system corresponding to the addition / change transaction is different from the numbering system corresponding to the original transaction, the reception control device 10 corresponds to the numbering system corresponding to the original transaction and the addition / change transaction. Number the customer's call in a number system different from any of the number systems. For this reason, the number assigned is different from the numbering system corresponding to the addition / change transaction, so it is not easy for other customers to know that an interruption has occurred. Therefore, it is possible to avoid psychological effects such as dissatisfaction of other customers due to the change of the calling order.

  Moreover, the terminal which performs reception can utilize not only the exclusive reception terminal 30 installed in the branch 2, but also a customer terminal 20 such as a smartphone owned by the customer. For this reason, the convenience of the customer in the reception procedure is improved, and the burden of terminal installation at the sales office 2 is reduced.

<3. Modification>
Although the preferred embodiments of the present invention have been described in detail with reference to the accompanying drawings, the present invention is not limited to such examples. It is obvious that a person having ordinary knowledge in the technical field to which the present invention pertains can come up with various changes or modifications within the scope of the technical idea described in the claims. Of course, it is understood that these also belong to the technical scope of the present invention.

  In general, if the customer service time per customer in the numbering system corresponding to addition / change transactions is considerably longer than the numbering system corresponding to the original transaction, the waiting time will be longer if one call order is different. Will be different. For this reason, for example, if the numbering system corresponding to the addition / change transaction is different from the numbering system corresponding to the initial transaction, the reception control device 10 determines the calling order of the customers according to the calling order in the original numbering system. You may decide. For example, as shown in FIG. 22, the admission control device 10 sets the changed call order to No. 5 when the initial call order is No. 10, and the changed call order when the initial call order is No. 20. The calling order may be determined so that the calling order in the original numbering system and the calling order in the changed numbering system have a proportional relationship, such as No. 10.

  According to this modification, it is possible to determine the customer calling order according to the difference in the length of customer response time between the original numbering system and the changed numbering system. For this reason, this leads to an improvement in the satisfaction of the customer who makes the change regarding the determination of the calling order, and also improves the fairness between the customer making the change and the customer who is interrupted.

  In the above description, the reception control system according to the embodiment of the present invention has been mainly described as being applied to the sales office 2 of the financial institution, but the present invention is not limited to such an example. For example, changes in facilities at amusement parks, changes in departments at hospitals, changes between non-smoking and smoking seats at restaurants, or changes between 1F and 2F of golf driving ranges Applicable.

1 Center 2 Branch 10 Reception Control Device 12 Communication Network 20 Customer Terminal 22 Printer 24 Wireless AP
30 reception terminal 40 reception database 100 control unit 102 database management unit 104 reception unit 106 call order control unit 108 determination unit 110 communication unit 112 storage unit 114 application 150 CPU
152 ROM
154 RAM
156 Internal bus 158 I / O interface 160 HDD
162 Network interface 200 Control unit 202 Communication unit 204 Display unit 206 Input unit 208 Storage unit 210 Application 212 Customer information 300 Control unit 302 Communication unit 304 Display unit 306 Input unit 308 Storage unit 310 Application 400 Customer information table 410 Queue table 420 Interrupt Number table for

Claims (13)

For each numbering system associated with the transaction type, a database management unit that records the calling order of the users in the database according to the reception time of the transaction request by the user arriving at a predetermined facility;
A receiving unit that receives a request for a first transaction by a user who has arrived at the facility and a request for a second transaction by the user after the request for the first transaction has been received from a communication terminal;
A calling order control unit that determines a calling order of the user for the second transaction in the database according to a reception time of a request for the first transaction;
An admission control device. The reception control device further includes a determination unit that determines whether a numbering system corresponding to the first transaction is different from a numbering system corresponding to the second transaction,
The calling order control unit determines the calling order of the user in the numbering system corresponding to the second transaction when the determining unit determines that the numbering system is different. The reception control device according to claim 1, wherein the reception control device is determined according to a reception time.   When the determination unit determines that the numbering system is different, the calling order control unit receives the transaction request reception time by the other user in the numbering system corresponding to the second transaction and the first The reception control device according to claim 2, wherein the calling order of the users is determined based on a result of comparison with a reception time of a transaction request.   The call sequence control unit, when the determination unit determines that the numbering system is different, in the numbering system corresponding to the second transaction, a time later than the reception time of the request for the first transaction The call order of the users is determined so as to be one time before the call order of other users received at the time and the time closest to the reception time of the request for the first transaction. The reception control device according to 2 or 3.   The call sequence control unit, when the determination unit determines that the numbering system is different, sets an additional time corresponding to a difference between a current time and a reception time of a request for the first transaction to the first The reception control device according to claim 2, wherein the calling order of the users is determined according to a time added to a reception time of a transaction request.   The call order control unit, when the determination unit determines that the numbering system is different, sets the additional time corresponding to the number of people waiting for calling in the numbering system corresponding to the second transaction to the first transaction. The reception control device according to claim 2, wherein the calling order of the users is determined according to a time added to a reception time of the request.   The call sequence control unit, when the determination unit determines that the numbering system is different, calls the user according to a time obtained by adding a predetermined time to the reception time of the request for the first transaction. The acceptance control apparatus according to claim 2 or 3, wherein the order is determined. The database management unit, for each of the numbering system, assigns a call number in association with the user's call order, further records the numbered call number in the database,
When the calling order of the user is determined by the calling order control unit, the calling number in a numbering system different from both the numbering system corresponding to the first transaction and the numbering system corresponding to the second transaction The admission control apparatus according to any one of claims 1 to 7, wherein the call number that is assigned is recorded in the database.   The reception control apparatus according to any one of claims 1 to 8, wherein the communication terminal is a portable terminal possessed by the user.   The reception control apparatus according to any one of claims 1 to 9, wherein the communication terminal is a reception terminal installed in the facility. Having a reception control device and a communication terminal;
The admission control device
For each numbering system associated with the transaction type, a database management unit that records the calling order of the users in the database according to the reception time of the transaction request by the user arriving at a predetermined facility;
A reception unit that receives a request for a first transaction by a user who has arrived at the facility, and a request for a second transaction by the user after the request for the first transaction has been received;
A calling order control unit that determines a calling order of the user for the second transaction in the database according to a reception time of a request for the first transaction;
With
The communication terminal is
A transmission unit for transmitting a transaction request by a user arriving at the facility to the reception control device;
An admission control system. For each numbering system associated with a transaction type, a step of recording a user's calling order in a database according to a reception time of a transaction request by a user arriving at a predetermined facility;
Receiving a request for a first transaction by a user who has arrived at the facility and a request for a second transaction by the user after the request for the first transaction has been received from a communication terminal;
Determining a calling order of the users for the second transaction in the database according to a reception time of a request for the first transaction;
An admission control method. Computer
For each numbering system associated with the transaction type, a database management unit that records the calling order of the users in the database according to the reception time of the transaction request by the user arriving at a predetermined facility;
A receiving unit that receives a request for a first transaction by a user who has arrived at the facility and a request for a second transaction by the user after the request for the first transaction has been received from a communication terminal;
A calling order control unit that determines the calling order of the user for the second transaction in the database according to a reception time of a request for the first transaction;
Program to function as

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