JP2015118397A - Reception system, reception management server, and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a technology for efficiently implementing jobs in the case where reception order users and reservation users are mixed, by providing a reservation window for shortening a waiting time.SOLUTION: A reception management server gives a calling instruction to a window terminal in such a manner that a reservation number is called preferentially rather than a reception order number and the reception order number is called during an idle time in which it is not necessary to process reservation numbers. In accordance with the calling instruction, the window terminal calls the reservation numbers and the reception order numbers. In a reception system, a maximum number of reservation users in the window per unit time may also be preset. In such a case, the reception management server gives a calling instruction in such a manner that a reservation number is called preferentially rather than a reception order number within a unit time and a reception order number is called in the case where there is a residual time in the unit time after a user corresponding to the reservation number is processed.

Description

  The present invention relates to a reception system, a reception management server, and a program, for example, a reception window reception method.

  At a counter such as a government office, number tags are issued in the order of acceptance and are given to the visitors, and are accepted in the order of the numbers of persons to be processed. A method of accepting in a so-called acceptance order (also referred to as “sequential acceptance method”) is adopted. As a technique for efficiently implementing this sequential reception method, for example, there is a method as described in Patent Document 1.

  On the other hand, as shown in Patent Document 2, a method for accepting attraction use reservation and reducing the waiting time of the user is also considered.

JP 2008-40776 A JP 2002-230215 A

  However, even if the method according to Patent Document 1 is used, it is only possible to automatically make a contract even when it is congested, and Patent Document 1 does not enable the waiting time to be reduced.

  On the other hand, according to Patent Document 2, there is a possibility that the reservation person can shorten the waiting time, but there is no viewpoint to alleviate the waiting time of the user who has not reserved at the time of congestion.

  In addition, when users in the order of acceptance and reservation users coexist, it is important how to efficiently execute the business.

  The present invention has been made in view of such a situation, and provides a reservation window for shortening the waiting time, in order to efficiently carry out work when reception order users and reservation users coexist. Technology.

(I) In order to solve the above-mentioned problems, a reservation window is provided to receive priority over the order of acceptance. In addition, since the amount of crowding of the window differs depending on the date and time, when the window is operated with fixed correspondence like this window, a crowded window and a free window appear, which is inefficient. For this reason, the correspondence between the window and the business is not fixed, and the window business can be changed according to the situation. For example, there may be a situation where the reservation window is vacant even though the window of the reception order is crowded. When free time is available at the reservation window, waiters in the order of reception are accepted at the reservation window until the next reservation time. Then, even if the number of windows increases or decreases due to the layout change due to the renovation, it is possible to accept by changing the increase or decrease of the windows such that two jobs correspond to one window.

  In addition, even if there are a plurality of short idle times, it may be too short to accept a person in the order of acceptance. For this reason, in order to bundle empty reservation times, the reservation is divided into shifts (unit time), and a reservation method for accepting reservations of a plurality of persons in one shift is adopted. For example, if there is a vacant space for two people per three shifts, a vacant time of six minutes is possible.

  Conventionally, when a reservation window is newly established for a reception service only for a reception order window service, there are two windows. Therefore, if reception processing is performed for a customer in the order of reception at the reservation free time at one window, the reception processing can be performed without increasing the number of windows. Reservation method that accepts reservations divided into shifts, for example, if a reservation of 3 people per shift is received with a shift time of 15 minutes, it is intentionally set to 2 by making the reservation frame one person and reservation impossible two persons in advance. If you can create a vacant time for the name, and accept the waiters in the order of acceptance at that vacant time, you can accept both reservation customers and customers in the order of acceptance at a single window.

  As another reservation method, for example, the number of people who can be accepted per day is 50 people, of which 10 people can designate a favorite time and make a reservation, and 40 people can be processed in the order of acceptance. Unlike the shift method described above, by setting restrictions on the number of reservations and allowing reservations to be made by specifying the desired time for the number of reservations, both reservation customers and reception order customers can be processed at one window. I can do it.

  In the above-mentioned window reception system, the reception order is managed by the reception order number, the reservation is managed by the reservation number, and the next customer call is to calculate the free time of the reservation and call the reception order customer, etc. It is characterized by automatically controlling the call.

  In addition, in order to accept the receipt order number of the customer who does not answer even if the call is made, or the customer who has returned temporarily after returning, it can be accepted by switching between manual and automatic.

(Ii) That is, the reception system according to the present invention receives a reservation from at least one window terminal and a user terminal operated by a user using the window, gives a reservation number, and visits the window. And a reception management server for managing the reservation and reception status of users at the window. The reception management server calls the reservation number in preference to the reception order number, and issues a call instruction to the window terminal so that the reception order number is called in an empty time when the reservation number does not need to be processed. Then, the window terminal calls the reservation number and the reception order number according to the call instruction.

  In the above reception system, the maximum reserved number of persons at the window per unit time may be set in advance. In this case, the reception management server calls the reservation number in unit time in preference to the reception order number, and after processing the user corresponding to the reservation number, if there is a remaining time in the unit time, the reception order Call instructions to call numbers. In addition, if the processing of a user who has a reservation number at the counter exceeds the unit time, the reception management server within the time obtained by subtracting the time exceeding the unit time from the unit time in the next unit time period. When processing of the maximum number of reservations is completed at the window, it is determined that there is a remaining time, and a call instruction is issued to call the reception order number. It should be noted that a predetermined number of the maximum number of reservations may be reserved in advance for calling the reception order number. In this case, the reception management server calls the reservation number in the unit time in preference to the reception order number, processes the user corresponding to the reservation number, and then calls the reception order number. When there is a remaining time in the unit time after processing the user corresponding to, a call instruction is issued so as to call the reception order number.

  In the above reception system, the maximum reserved number of people at the window of the day may be set in advance. In this case, the reception management server calls the reservation number corresponding to the reservation time at the window in preference to the reception order number, and issues a call instruction to call the reception order number at a time other than the reservation time.

  The reception management server includes a reception type indicating whether the window corresponding to each window terminal is a reception order type that processes only with a reception order number or a reservation type that processes a reservation number with priority, and the reception order of each window currently being processed. It is also possible to manage in-process number information indicating a number or reservation number and the business name of each window, and change the service of each window in response to a request from the window terminal. Further, the reception management server includes an automatic call mode for calling numbers according to the order in the queue of the reservation number and the reception order number, and a manual call mode for calling numbers according to the designation of the window operator regardless of the order in the queue. Manage number acceptance mode. Then, the reception management server issues a call instruction to call the reservation number and the reception order number according to the number reception mode selected at the window terminal.

  The reception management server manages the reservation number and the reception order number as a hold state in which the reservation number and the reception order number are excluded from the call target in response to a hold request from the window terminal. Then, the reception management server returns the reservation number and the reception order number managed in the hold state to the queue in response to the hold release request from the window terminal, and manages it as a call target.

(Iii) Further features related to the present invention will become apparent from the description of the present specification and the accompanying drawings. The embodiments of the present invention can be achieved and realized by elements and combinations of various elements and the following detailed description and appended claims.

  It should be understood that the description herein is merely exemplary and is not intended to limit the scope of the claims or the application of the invention in any way.

  According to the present invention, it is possible to efficiently perform business even in a state where reception order users and reservation users are mixed.

It is a figure which shows the whole schematic structure of the reception system by embodiment of this invention. It is a figure for demonstrating the condition which switches the operation | work of a window in the middle and operates a business. It is a figure which shows the concept of the queue by a reception order system. It is a figure which shows the concept of the queue of a shift management reservation system. It is a figure which shows the concept of the queue of a time designation reservation system. It is a figure for demonstrating the business processing in case a reception order system and a shift reservation system coexist. It is a figure for demonstrating the business processing in case a reception order system and a time designation reservation system coexist. It is a figure which shows the structural example of the screen which registers the information of reception work. It is a figure which shows the structural example of a screen in order to define the operation | movement of the window terminals 105-1 to 105-3. It is a figure which shows the structural example of the reception start screen displayed on the display part (display screen) of the window terminals 105-1 thru | or 105-3. It is a figure which shows the structure of the reception order and automatic call screen displayed on the display part (display screen) of the window terminals 105-1 to 105-3. It is a figure which shows the structure of the reception order and a manual call screen displayed on the display part (display screen) of the window terminals 105-1 to 105-3. FIG. 12A shows a configuration example of a reception number input screen, and FIG. 12B shows a configuration example of a number call screen. It is a figure which shows the structure of the reservation and automatic call screen displayed on the display part (display screen) of the window terminals 105-1 to 105-3. It is a figure which shows the structure of the reservation and manual call screen displayed on the display part (display screen) of the window terminals 105-1 to 105-3. FIG. 14A shows a configuration example of a reception number input screen, and FIG. 14B shows a configuration example of a number call screen. It is a figure which shows the structural example of the movement screen (transition screen) from waiting to reception order waiting. The window operator calls in the order of acceptance, but is put on hold when there is no person. It is a figure which shows the structural example of the movement screen (transition screen) from pending to reservation. It is a figure which shows the structural example of a shift reservation application screen. It is a figure which shows the structural example of a time designation reservation application screen. It is a figure which shows the structural example of the change screen of window work. 6 is a diagram illustrating a configuration example of a business service list table 2000 held by the reception management server 100. FIG. It is a figure which shows the structural example of the window terminal table 2100 which the reception management server 100 hold | maintains. It is a figure which shows the structural example of the reception order table 2200 which the reception management server 100 hold | maintains. It is a figure which shows the structural example of the shift reservation table 2300 which the reception management server 100 hold | maintains. It is a figure which shows the structural example of the time designation reservation table 2400 which the reception management server 100 hold | maintains. 4 is a flowchart for explaining an initial setting process executed in the reception system 1; It is a flowchart for demonstrating a window reception process (sorting by process classification). It is a flowchart for demonstrating the reception order and automatic process which operate | move at each window terminal. It is a flowchart for demonstrating the content of a window change process. It is a flowchart for demonstrating the reception order and manual processing which operate | move at each window terminal. It is a flowchart for demonstrating the reservation and automatic process which operate | moves at each window terminal. It is a flowchart for demonstrating the reservation and manual processing which operate | move at each window terminal. It is a flowchart for demonstrating the initialization process of various tables. It is a flowchart for demonstrating the process which extracts the next number automatically. It is a flowchart for demonstrating the next reception order number automatic extraction process. It is a flowchart for demonstrating the next reservation number automatic extraction process. It is a flowchart for demonstrating the reception process of the shift reservation which a user (customer) performs. It is a flowchart for demonstrating the reception process of the time designation reservation which a user (customer) performs. It is a flowchart for demonstrating a process when a user (customer) receives the ticketing of the reception number of a reception order from a reception ticketing machine. It is a flowchart for demonstrating the process when a window operator performs designation | designated of a reception order number or a reservation number manually.

An object of the present invention is, for example, to reduce or eliminate the waiting time at the time of congestion by providing a reservation window in addition to a conventional window in the order of acceptance at a reception window of a ward office. When the window becomes crowded, the window system can handle the following.
If you want to shorten the waiting time, make a reservation in advance and go to the ward office.
In order to still be crowded and accepting efficiently, accept and process people in the order of acceptance during the reserved time; and
If it is still crowded, take measures such as increasing the number of windows.

  On the other hand, when the window is quiet, it can be handled as follows.

One reception desk can accept both the order of acceptance and reservation, and process the order of acceptance in the free time of the reservation; and
Reduce the number of windows and process multiple tasks at one window.

  Hereinafter, embodiments of the present invention will be described with reference to the accompanying drawings. In the accompanying drawings, functionally identical elements may be denoted by the same numbers. The attached drawings show specific embodiments and implementation examples based on the principle of the present invention, but these are for understanding the present invention and are not intended to limit the present invention. Not used.

  This embodiment has been described in sufficient detail for those skilled in the art to practice the present invention, but other implementations and configurations are possible without departing from the scope and spirit of the technical idea of the present invention. It is necessary to understand that the configuration and structure can be changed and various elements can be replaced. Therefore, the following description should not be interpreted as being limited to this.

  Furthermore, as will be described later, the embodiment of the present invention may be implemented by software running on a general-purpose computer, or may be implemented by dedicated hardware or a combination of software and hardware.

  In the following description, each information of the present invention will be described in a “table” format. However, the information does not necessarily have to be expressed in a data structure by a table, such as a data structure such as a list, a DB, a queue, or the like. It may be expressed as Therefore, “table”, “list”, “DB”, “queue”, etc. may be simply referred to as “information” to indicate that they do not depend on the data structure.

  In addition, when explaining the contents of each information, the expressions “identification information”, “identifier”, “name”, “name”, “ID” can be used, and these can be replaced with each other. It is.

  Hereinafter, each process in the embodiment of the present invention will be described with the reception management server and the processors of various terminals as the subject (operation subject).

<System configuration>
FIG. 1 is a diagram showing an overall schematic configuration of a reception system according to an embodiment of the present invention. The reception system 1 includes a reception management server 100, a disk device (secondary storage device) 101, an administrator terminal 102, a reception ticketing machine 103, a reservation terminal 104, and a plurality of window terminals 105-1 to 105-. 3 and display devices 106-1 to 106-3 and speakers 107-1 to 107-3 connected to each window terminal. In FIG. 1, three window terminals, display devices, and speakers are shown, but the present invention is not limited to this, and it is sufficient that at least one or more terminals are provided, and the number is not limited.

  The reception management server 100 is a computer for executing processing such as managing the reception order number and the reservation number and determining the next calling number. The disk device 101 holds various tables described later. The administrator terminal 102 is a computer for registering and managing a business list and a window terminal list. The reception ticket issuing machine 103 accepts in the order of acceptance and issues a reception order number. The reservation terminal 104 includes a mobile terminal or a personal computer that receives a reservation application and obtains a reservation number. The window terminals 105-1 to 105-3 display the number to be called on the display devices 106-1 to 106-3, and at the same time, inform the user of the number by voice through the speakers 107-1 to 107-3. Execute the process. The reception management server 100 and the window terminal 105 execute various processes in addition to the processes described above, which will be described later. Note that the reception management server 100, the administrator terminal 102, the window terminal 105, and the like have a configuration that a normal computer has, such as a processor and a memory (not shown).

<Concept of window switching>
In the embodiment of the present invention, it is possible to switch a window for performing a certain job to another job depending on the congestion situation. FIG. 2 is a diagram for explaining such a situation in which the business at the window is switched during the operation.

  As shown in FIG. 2, it is assumed that, at the beginning of the operation, the service is received by the A service at the windows 1 and 2 and is received by the B service at the window 3. If the window 3 where the business B is performed is congested during the operation, and the windows 1 and 2 are relatively free, the business of the window 2 can be switched from the business A to the business B. . In order to realize such an operation, the reception management server 110 manages information by dividing the window and business (see FIGS. 20 and 21), and manages the customer (user) queue in response to the business. This makes it possible to switch operations at the window.

<Concept of reception type queue>
(I) Queue by Acceptance Order Method FIG. 3 is a diagram showing the concept of a queue by the acceptance order method. As shown in FIG. 3, in the queue in the order of reception, the queue is formed in the order of numbers issued by the reception ticket issuing machine. Basically, tasks are processed in numerical order. However, as will be described later, in the case of a manual call, it is not always necessary to process in the order of numbers, and it is possible to process by skipping numbers.

(Ii) Queue by Shift Management Reservation Method FIG. 4 is a diagram showing the concept of a queue by the shift management reservation method. The reservation method using shift management is a method that allows a plurality of people to make a reservation for one shift (per unit time: for example, set to 15 minutes, which can be changed as appropriate by the administrator), and is the same as the reservation time within one shift. Time is allocated. In the example shown in FIG. 4, one shift is 15 minutes, and three people accept reservations. For example, when it is necessary to provide free time on the government office side (administrator side) intentionally, it is possible to make free time for two people by making one reservation. Then, the free time for the two persons can be allocated to, for example, users who have entered the queue in the order of acceptance.

(Iii) Queue by Time Specified Reservation Method FIG. 5 is a diagram showing the concept of a queue by the time appointed reservation method. The time designation reservation method is a reservation method in which the number of people accepted per day is defined and the reservation time designated by the user is freely designated. When the free time is intentionally provided, the free time can be created by reducing the reserved number of people. At this time, since the reservation is time-designated, it becomes a free time in the thinned-out state. In addition, it is desirable to leave an interval (for example, 10 minutes) of at least a certain time between reservations.

<When reception order method and shift reservation method coexist>
FIG. 6 is a diagram for explaining the business process when the reception order method and the shift reservation method coexist. FIG. 6 shows, for example, a situation in which a customer who has made a reservation in the order of acceptance and the shift reservation method is accepted for A business and is accepted at one window.

  In the embodiment of the present invention, users according to the reservation method are preferentially processed, and the users according to the order of reception are processed in the free time. For example, in a 1/15 shift time (unit time), when up to 3 people can be reserved, in each shift time (9: 00 to 9: 15, 9: 15 to 9:30, ...), First, after the work for three people is completed, if there is a free time before the start of the next shift time, the reception order customer (reception order user) is processed. For example, when the processing of AY1 (reservation time 9:00), AY2 (reservation time 9:00), and AY3 (reservation time 9:00) is completed, if it is 9:10, A1 is processed. If there is still time when the processing of A1 is completed, A2 is processed. If it is 9:16 when the processing of A2 is completed, the processing shifts to the next shift. In addition, if it takes 20 minutes to process the business of three customers using the shift reservation method in one shift time, there will be no idle time in the shift time. No business processing is performed. In this case, since the customer processing by the shift reservation method takes more than one shift time (20 minutes), the start of the next shift time is also shifted by 5 minutes. Then, unless the start time of the shift time returns to normal, the business process is not assigned to the reception order customer. In this case, once the start time of the shift time has gone wrong, there may be a case where the order does not easily turn to the customer in the order of reception unless the processing of the maximum number of reservations per day is completed. Therefore, it is possible to secure two of the maximum number of reservations of three people per shift time on the ward office side in advance, and send the reservations for the two people to the customer order processing.

<When reception order method and timed reservation method coexist>
FIG. 7 is a diagram for explaining business processing when the acceptance order method and the time designation reservation method coexist. In FIG. 7, as an example, a situation is shown in which a customer who has made a reservation in the order of reception and a time designation reservation is received for the A job and is received and processed at one window.

  As shown in FIG. 7, if the window is opened at 9:00, the customer order processing is performed until 9:10. When the reception order customer A3 is processing at 9:10, AY1 is called and processed after the processing of A3. When the processing of AY1 is completed, if the reservation time of AY2 is not 11:00, A4, A5,... As described above, when the processing of the customer in the order of acceptance at the time when each reservation designated time is reached, the business of the corresponding reservation customer is processed.

<Reception business information registration screen>
FIG. 8 is a diagram showing an example of the configuration of a screen for registering information on reception work. The reception work information registration screen 800 is a screen for an administrator to access the reception management server 100 from the administrator terminal 102 and define how each business is operated. The business name (business type) 801, The reception item type 802, service time 803, shift reservation condition 804, time designation reservation condition 805, and reservation reception period 806 are included as configuration items.

  The shift reservation condition 804 is such that information can be input when shift reservation is selected in the reception type 802. The time designation reservation condition 805 is such that information can be input when a time designation reservation is selected in the reception type 802. The reservation reception period 806 is information indicating how many months ahead the reservation can be received, and the period can be input only when the reception type is shift reservation or time reservation.

  In the present embodiment, the reception management server 100 holds information corresponding to the screen in, for example, a table format, and empty table information is stored in accordance with information input by the administrator using the administrator terminal 102. I try to input.

<Window terminal definition screen>
FIG. 9 is a diagram illustrating a configuration example of a screen for defining the operation of the window terminals 105-1 to 105-3. The window terminal definition screen 900 is a screen for the administrator to access the reception management server 100 from the administrator terminal 102 and define how each window terminal is operated. The window terminal definition screen 900 includes a terminal ID 901, a business name (business type). ) 902 and a reception type type 903 as configuration items.

  In the present embodiment, the reception management server 100 holds information corresponding to the screen in a table format, for example, and inputs empty table information.

<Reception start screen>
FIG. 10 is a diagram illustrating a configuration example of a reception start screen displayed on the display unit (display screen) of the window terminals 105-1 to 105-3.

  The window operator uses the screen to decide whether to automatically select the number to be called in the reception work or manually. In response to the selection, each window terminal holds automatic / manual type information of the acceptance call.

<Reception order / automatic call screen>
FIG. 11 is a diagram showing the configuration of the reception order / automatic call screen displayed on the display units (display screens) of the window terminals 105-1 to 105-3.

  The reception order / automatic call screen 1100 includes a reception type 1101 (= reception order), a call method 1102 (= automatic), a call number 1103, a waiting number 1104, a status 1105, and menus 1106 to 1111. indicate.

  Each of the window terminals 105-1 to 105-3 displays the currently called number (call number 1103) on the display devices 106-1 to 106-3, and when the reception process is completed, the window operator performs the next operation. Is specified in the menu. The menu that can be specified by the window operator is “call next person” 1106, “move to hold” 1107, which means that the call has been called but did not appear at the reception, and that the service for today is to be terminated. “Today's end” 1108 means “number selection method is switched from automatic selection to manual selection” “switch to manual” 1109, “Pending” means returning to the acceptance state because the person on hold has returned "Receiving medium" 1110 and "Change of window service" 1111 which means to change the window of the window.

  For example, when “move to hold” 1107 is selected, the window terminals 105-1 to 105-3 automatically call the next customer (user). Then, when the suspended user returns, in response to the operation of the window operator (selection of “pending from being held”), the window terminals 105-1 to 105-1 are the held users. Is assigned to the front of the reception matrix.

<Reception order / Manual call screen>
FIG. 12 is a diagram showing the configuration of the reception order / manual call screen displayed on the display devices 106-1 to 106-3 of the window terminals 105-1 to 105-3. FIG. 12A shows a configuration example of a reception number input screen, and FIG. 12B shows a configuration example of a number call screen.

  The reception order / manual call screen (FIG. 12A) is a column for inputting the reception type 1201 (= reception order), the calling method 1202 (= manual), the waiting number 1203, and the number that the window operator calls next. A call number 1204 and a reception status list 1205 are displayed. The reception status list 1205 includes, as information, a status 12051 indicating a processing status, a reception order number 12052, and a reception time 12053 indicating a reception number acquisition time. The status 12051 includes “0: not received”, “1: being received”, “2: currently being processed”, “3: processed”, “4: pending”, and “5: end record”. It is. The window operator checks the reception status list 1205, determines the number to be called next, and manually inputs the number to be called into the number 1204 to be called. Then, the screen changes to a number call screen (FIG. 12B).

  The number call screen (FIG. 12B) includes a reception type 1206 (= reception order), a call method 1207 (= manual), a call number 1208, a waiting number 1209, a status 1210, and menus 1211 to 1216. indicate.

  Each of the window terminals 105-1 to 105-3 displays the currently called number (call number 1208) on the display devices 106-1 to 106-3, and when the reception process is completed, the window operator performs the next operation. Is specified in the menu. The menu that can be specified by the window operator is “call next person” 1211, “move to hold” 1212, which means that the call has been called but did not appear at the reception, and that the service for today is to be terminated. Meaning “Today's end” 1213, “Switching to automatic” 1214, which means switching the number selection method from manual selection to automatic selection, “Pending” means returning to the acceptance state because the person on hold has returned “Receiving medium” 1215, and “Changing window service” 1216, which means changing the window service. When the window operator selects “next call” 1211, the screen changes again to the reception order / manual call screen (FIG. 12A), and the window operator can input the call number 1204.

  In the present invention, the call method can be switched between “manual” and “automatic”, although the operation is mainly automatic. This is because a “manual” mode is provided to allow flexibility in system operation because it becomes impossible to deal with unexpected situations if it cannot be flexibly controlled.

<Reservation / automatic call screen>
FIG. 13 is a diagram showing a configuration of a reservation / automatic call screen displayed on the display unit (display screen) of the window terminals 105-1 to 105-3.

  The reservation / automatic call screen 1300 displays a reception type 1301 (= reservation), a call method 1302 (= automatic), a call number 1303, a status 1304, and menus 1305 to 1310.

  Each window terminal 105-1 to 105-3 automatically performs a process of calling a reception order number when there is a free time in a reservation, and automatically calls a reservation call number when there is no free time. Let the window operator specify the next action on the menu. The menu that can be specified by the window operator is “call next person” 1305, “move to hold” 1306, which means that the call has been called but did not appear at the reception, and that the service for today is to be terminated. “Today's End” means 1307, “Switch to Manual” means that the number selection method is switched from automatic selection to manual selection, 1308 means “Pending” means that the person on hold has returned and has returned to the acceptance state “Receiving medium” 1309, and “Changing window service” 1310, which means changing the window service.

  For example, when “move to hold” 1306 is selected, the window terminals 105-1 to 105-3 automatically call the next customer (user). Then, when the suspended user returns, in response to the operation of the window operator (selection of “pending from being held”), the window terminals 105-1 to 105-3 Is assigned to the front of the reception queue, and “pending” is returned to “reception state”.

<Reservation / Manual call screen>
FIG. 14 is a diagram showing a configuration of a reservation / manual call screen displayed on the display units (display screens) of the window terminals 105-1 to 105-3. FIG. 14A shows a configuration example of a reception number input screen, and FIG. 14B shows a configuration example of a number call screen.

  The reservation / manual call screen (FIG. 14A) includes a reception type 1401 (= reservation), a call method 1402 (= manual), a call number 1403 which is a column for the next number to be called by the window operator, and a reception. A status list 1404 is displayed. The reservation status list 1404 includes a state 14041 indicating a processing state, a reservation time 14042, and a reservation number 14043 as information. The status 14041 includes “reserved”, “completed”, and “empty”. “Empty” indicates that there is no reservation at the corresponding time. Each window terminal displays a reservation queue in a reservation status list on the reservation / manual call screen (FIG. 14A) in response to a request from the window operator. The window operator checks the reservation status list 1404, determines the number to be called next, and manually inputs the number to be called into the number 1403 to be called. Each window terminal displays a call screen (FIG. 14B) in response to the selection of the “calling number” by the window operator.

  The number call screen (FIG. 14B) displays a reception type 1405 (= reservation), a call method 1406 (= manual), a current call number 1407, a status 1408, and menus 1409 to 1414.

  Each of the window terminals 105-1 to 105-3 displays the number currently being called (current call number 1407) on the display devices 106-1 to 106-3. Specify the operation of the menu in the menu. The menu that can be specified by the window operator is “Call the next person” 1409, “Move to hold” 1410, which means that the call has been called but did not appear at the reception, and that the service for today is to be terminated. “Today's end” 1411 means “number selection method is switched from manual selection to automatic selection” “switch to automatic” 1412, “Pending” means returning to the acceptance state because the person on hold has returned "Receiving medium" 1413, and "Changing window service" 1414, which means changing the window service. When the window operator selects “next call” 1409, the screen again changes to the reception order / manual call screen (FIG. 14A), and the window operator can input the calling number 1403.

<Moving screen>
(I) Move screen from pending to waiting for acceptance (transition screen)
FIG. 15 is a diagram illustrating a configuration example of a moving screen (transition screen) from pending to waiting for reception order. The window operator calls in the order of acceptance, but is put on hold when there is no person.

  The moving screen 1500 includes, as items, a reception number input field 1501 for inputting a reception number for changing the status, a status 1502 (= hold), a reception order number 1503, and a hold time 1504. The hold time 1504 is the time when the window operator presses the “move to hold” button on various call screens.

  In response to the input of the moving reception number 1501 by the window operator, the window terminals 105-1 to 105-3 change the status 1502 of the reception number from “pending” to “waiting for reception” and call queues. Incorporate into.

(Ii) Screen for moving from pending to reservation (transition screen)
FIG. 16 is a diagram illustrating a configuration example of a moving screen (transition screen) from pending to reservation. The window operator calls at the reservation reception, but when the person is not present, it is put on hold.

  The moving screen 1600 includes a reservation number input field 1601 for inputting a reservation number for changing the status, a status 1602 (= pending), a reservation number 1603, and a reservation time 1604 as items.

  In response to the input of the reservation number 1601 to be moved by the window operator, the window terminals 105-1 to 105-3 change the status 1602 of the reservation number from “Pending” to “Waiting for reception” and call queues. Incorporate into. For example, when a user who made a reservation at 10:00 returns to the window at 10:30, the user is interrupted during a shift time zone of 10:30. If the maximum number of people in one shift is determined, there will be users who will be out of the 10:30 shift, but such users will then be moved down to the shift.

<Reservation screen>
(I) Shift reservation application screen FIG. 17 is a diagram illustrating a configuration example of a shift reservation application screen. The user (customer) uses the reservation terminal (PC or mobile terminal) 104 to access the reception management server 100 and acquires the shift reservation screen 1700. Then, when the user inputs a desired reservation date 1701 and a service job 1702 on the screen, a reservation status 1703 in the service job is displayed. Then, when the user looks at the acquired reservation status 1703 and inputs a free time (shift) to the desired reservation time 1704, a reservation number 1705 is issued. This puts the user in the call queue.

(Ii) Time designation reservation application screen FIG. 18 is a diagram illustrating a configuration example of a time designation reservation application screen. The user (customer) accesses the reception management server 100 using the reservation terminal (PC or mobile terminal) 104 and acquires the time designation reservation screen 1800. When the user inputs a service job 1802 on the screen, the remaining reservation number 1803 is displayed. Then, the user checks the remaining number of reservations 1803 and inputs a desired reservation date and time 1801 if the reservation can be made. Then, a reservation number 1804 is issued and the user is incorporated in the call queue.

<Change window of window service>
FIG. 19 is a diagram illustrating a configuration example of a window for changing a counter service. This screen is the order of acceptance / automatic call screen (FIG. 11), number call screen (FIG. 12B), reservation / automatic call screen (FIG. 13), and number call screen (FIG. 14B). Is displayed when is selected.

  The window business change screen 1900 has a business name input field 1901 for setting a business name and a reception type input field 1902 for setting a reception type. When the window operator inputs these pieces of information, the corresponding window terminal (any one of 105-1 to 105-3) receives new information (updated information) on the window and the reception type of the window. Send to. The reception management server 100 manages the received window service and reception type updated information in association with the corresponding window.

<Business service list table>
FIG. 20 is a diagram illustrating a configuration example of the business service list table 2000 held by the reception management server 100. The reception management server 100 receives information input from the business service & reservation definition screen 800 (FIG. 8) by the administrator using the management terminal 102 and manages it as a business service list table 2000.

  The business service list table 2000 includes a business name 2001, reservation presence / absence information 2002, reception order window information 2003, and reservation window information 2004 as configuration items.

  The business name 2001 is information indicating the business content processed by the corresponding window. For example, welfare, family register, etc. correspond to this. Reservation presence / absence information 2002 is information indicating whether or not the corresponding window supports reservation acceptance. “Yes” is input if it corresponds to the reservation reception, and “none” is input if it does not correspond. The reception order window information 2003 is information indicating a service time indicating a start time and an end time. The reservation window information 2004 is information indicating the service time indicating the start time and the end time, the time of one shift in the case of shift reservation, and the number of people allocated in one shift.

<Telephone terminal table>
FIG. 21 is a diagram illustrating a configuration example of the window terminal table 2100 held by the reception management server 100. The reception management server 100 includes window terminal information (see FIG. 9) defined by the administrator using the administrator terminal 102 and a reception mode defined by the window operator using the window terminals 105-1 to 105-3. (Manual or automatic) information (see FIG. 10) and current reception order number or current reservation number information are received, various information is held in the table, and the status of each window terminal is managed.

  The window terminal table 2100 includes a window terminal ID 2101, a reception type 2102, a current reception order number or current reservation number 2103 indicating the number being processed, a number reception mode 2104, and a business name 2105 indicating the business type of each window. , As a configuration item. Here, regarding the number reception mode 2104, as described above, “1: automatic” means that the user who is in the queue (queue) is not designated by the window operator, but the user to be processed next. It is a method of calling sequentially. “2: Manual” is a method in which the window operator looks at the queue and calls the user who is to be processed next as appropriate.

<Reception order table>
FIG. 22 is a diagram illustrating a configuration example of the reception order table 2200 held by the reception management server 100. The reception management server 100 receives information indicating the processing status of the reception order at each window from each of the window terminals 105-1 to 105-3, holds various information in the table, and displays the processing status of the reception order of each window terminal. to manage.

  The reception order table 2200 includes, as configuration items, a status 2201 indicating the processing status of each window, a reception order number 2202 at each window, a reception time 2203, and a terminal ID 2204 for identifying the window terminal. .

  The status 2201 includes, for example, “0: not accepted”, “1: being accepted”, “2: currently being processed”, “3: processed”, “4: pending”, “5: end record”. It is. When the reception number is assigned (when the user acquires the reception order number from the reception device 103), the status changes from “0: not received” to “1: being received”. When the window operator calls the number, the status changes from “1: receiving” to “2: currently processing”. In the table of FIG. 22, terminal IDs 0001 and 0002 are shown, which means that two windows are provided for one business.

<Shift reservation table>
FIG. 23 is a diagram illustrating a configuration example of the shift reservation table 2300 held by the reception management server 100. The reception management server 100 receives information indicating the processing status of the shift reservation at each counter from each of the counter terminals 105-1 to 105-3, holds various information in the table, and displays the processing status of the shift reservation at each counter terminal. to manage.

  The shift reservation table 2300 includes, as configuration items, a status 2301 indicating the processing status of each window, a shift reservation number 2302 at each window, a reservation time 2303, and a terminal ID 2304 for identifying the window terminal. .

  The reservation status 2301 includes, for example, “0: empty”, “1: reservation in progress”, “2: processing in progress”, “3: processed”, “4: pending”, “5: end record”. .

<Timed reservation table>
FIG. 24 is a diagram showing a configuration example of the time designation reservation table 2400 held by the reception management server 100. The reception management server 100 receives information indicating the processing status of the time designation reservation at each window from each window terminal 105-1 to 105-3, holds various information in the table, and processes the time designation reservation of each window terminal Manage the situation.

  The time designation reservation table 2400 has a status 2401 indicating the processing status of each window, a time designation reservation number 2402 at each window, a reservation time 2403, and a terminal ID 2404 for identifying the window terminal as configuration items. ing.

  As the reservation status 2401, as with the reservation status 2301 of the shift reservation, for example, “0: empty”, “1: reservation in progress”, “2: in process”, “3: processed”, “4: pending” , “5: End record”.

<Processing and operation of reception system>
Hereinafter, each process executed in the reception system 1 will be described in detail.

(1) Initial Setting Process FIG. 25 is a flowchart for explaining the initial setting process executed in the reception system 1. The initial setting process is executed when system operation is started and when information is updated. As the initial setting process, a process for defining the system and a process for defining the type of the window service business and the structure of the window terminal are executed.

(I) S2501
The processor of the reception management server 100 responds to information input using the business service list & reservation definition screen 800 (see FIG. 8), creates a business list table 2000 (see FIG. 20), and initializes various tables. Writing to the disk (secondary storage device) 101 (S2501). The various tables include a business service list table 2000 (FIG. 20), a reception order table (for each business) 2200 (FIG. 22), a shift reservation table (for each business) 2300 (FIG. 23), and a time designation reservation table (for each business) 2400. (FIG. 24) is included. At the time of the initial setting process, for example, “0: not accepted” or “0: empty” is input as the status.

(Ii) S2502
Next, the processor of the reception management server 100 creates a window terminal table 2100 (FIG. 21) in response to information input using the window definition screen 900 (see FIG. 9), initializes the disk ( (Secondary storage device) 101 is written (S2502). Note that at the time of the initial setting process, for example, the information of the current acceptance order number or the current reservation number 2103 is not input.

(2) Window reception processing FIG. 26 is a flowchart for explaining window reception processing (sorting by processing type). The window reception process is a process performed by the window terminals 105-1 to 105-3, and the initial setting process is first performed when the window terminals 105-1 to 105-3 are activated, automatically in the reception order, and in the reception order. The acceptance process is started by distinguishing between manual, automatic reservation, and manual reservation.

(I) S2601
The processors of the window terminals 105-1 to 105-3 acquire the window terminal table 2100 (FIG. 21) from the reception management server 100, and refer to the contents to determine the reception type of each window terminal 105-1 to 105-3. The reception start screen (FIG. 10) is displayed on the display unit (not shown) of the window terminal, and the instruction input regarding the automatic / manual type from the window operator is received (reception order type or reservation type) ( S2601).

(Ii) S2602
The processors of the window terminals 105-1 to 105-3 determine the processing contents according to the reception type (reception order or reservation) and the reception start type (automatic or manual) (S2602). If the order is automatic, the process proceeds to A (FIG. 27). In the case of manual in the order of acceptance, the process proceeds to B (FIG. 28). If the reservation is automatic, the process proceeds to C (FIG. 29). If the reservation is manual, the process proceeds to D (FIG. 30).

(3) Window reception process A: Reception order / automatic process FIG. 27 is a flowchart for explaining the reception order / automatic process operating at each window terminal.

(I) S2701
The processor of the reception management server 100 receives an instruction of the “automatic in order of reception” mode from the window terminals 105-1 to 105-3, and sets the number reception mode 2104 in the window terminal table 2100 (FIG. 21) to “1: automatic. "(S2701).

(Ii) S2702
The processor of the reception management server 100 sets the input information (window terminal ID 2101), calls the automatic number extraction process (FIG. 33), and acquires the reception order number to be called next (S2702). There are three types of output information in S2702 (O1, O2, and O3). The output O1 is “1: normal (normally received the order number)”, “2: no waiting (no user waiting at the window)”, or “3: reservation completed ( That reservation reception has been completed). The output O2 is “acceptance order number”, and the output O3 is “1: idle reception (acquisition order number is acquired in the reserved free time)”. Details of the automatic number extraction process will be described later with reference to FIG.

(Iii) S2703
Of the three types of output information, the processor of the reception management server 100 first determines whether the output O1 is “1: normal” or “2: no waiting” (S2703). If the output O1 is “1: normal”, the process proceeds to S2705. If the output O1 is “2: no waiting”, the process proceeds to S2704.

(Iv) S2704
The processor of the reception management server 100 notifies the corresponding window terminals 105-1 to 105-3 that there is no waiting, that is, there is no user waiting at the corresponding window, and receives the notification, the corresponding window terminals 105-1 to 105-1. 105-3 displays a “no waiting” message on the corresponding display screen. Then, the process proceeds to S2702.

(V) S2705
The processor of the reception management server 100 transmits the reception order number which is the acquired output O2 to the corresponding window terminals 105-1 to 105-3, and the window terminals 105-1 to 105-3 correspond to the corresponding display device 106. The received order numbers are displayed in -1 to 106-3 (S2705).

(Vi) S2706
The processors of the window terminals 105-1 to 105-3 display the reception order / automatic call screen 1100 (FIG. 11) on the display screen and acquire the next instruction from the window operator (S2706).

(Vii) S2707
The processors of the window terminals 105-1 to 105-3 distribute the processing based on an instruction from the window operator (S2707). If the instruction of the window operator is “next call 1106” or “switch to manual 1109”, the process proceeds to S2710. If the instruction from the window operator is “move to hold 1107”, the process proceeds to S2712. If the instruction from the window operator is “pending pending 1110”, the process proceeds to S2708. If the instruction from the window operator is “Today's end 1108”, the process ends. When the instruction from the window operator is “business change 1111”, the processing shifts to business change processing E (FIG. 28).

(Viii) S2708
The processors of the window terminals 105-1 to 105-3 display a moving screen 1500 (FIG. 15) from pending to waiting for reception order on the display screen, and in response to an instruction from the window operator, the status is “pending”. The reception order number to be changed from “Receiving” is acquired, and the number is transmitted to the reception management server 100 (S2708).

(Ix) S2709
After acquiring the reception order number, the processor of the reception management server 100 changes the status 2201 of the record of the reception order number in the reception order table 2200 (FIG. 22) from “4: pending” to “1: being received”. (S2709). Then, the process proceeds to S2702.

(X) S2710
The processor of the reception management server 100 receives an instruction of “next call” or “switch to manual” from the window terminals 105-1 to 105-3, and accordingly, the status of the reception order table 2200 (FIG. 22). 2201 is changed to “3: already processed” (S2710).

(Xi) S2711
In the case of “next call”, the process proceeds to S2702, and in the case of “switch to manual”, the process proceeds to the window reception process B (FIG. 29).

(Xii) S2712
The processor of the reception management server 100 receives an instruction “move to hold” from the window terminals 105-1 to 105-3, and in response to the status 2201 of the reception order table 2200 (FIG. 22), “4: hold”. (S2712).

(4) Business change processing E
FIG. 28 is a flowchart for explaining the contents of the window changing process. This processing is executed when the instruction input by the window operator is “change window service” in S2706.

(I) S2801
The processors of the window terminals 105-1 to 105-3 display a window for changing the window service 1900 (FIG. 19) on the display screen, and acquire information on the job name and reception type specified / selected by the window operator. Is transmitted to the reception management server 100 (S2801).

(Ii) S2802
The processor of the reception management server 100 receives the business name and reception type information, and changes the reception type 2102 and the business name 2105 in the record of the corresponding terminal in the window terminal table 2100 (FIG. 21) (S2802). Thereafter, the process proceeds to S2601 (FIG. 26).

(5) Window reception process B: reception order / manual process FIG. 29 is a flowchart for explaining the reception order / manual process operating at each window terminal.

(I) S2901
The processor of the reception management server 100 receives the instruction of the “manual in order of reception” mode from the window terminals 105-1 to 105-3, and sets the number reception mode 2104 in the window terminal table 2100 (FIG. 21) to “2: Manual”. "(S2901).

(Ii) S2902
The processors of the window terminals 105-1 to 105-3 acquire the information of the reception order table 2200 (FIG. 22) from the reception management server 100, and display the reception order / manual call screen (FIG. 12A) on the display screen. The reception number to be called (call number 1204) input by the operator is acquired (S2902).

(Iii) S2903
The processor of the reception management server 100 receives input information (P1: reception order number) from the window terminals 105-1 to 105-3, calls the number manual processing (FIG. 39), and determines the number to be called next (S2903). ). The output information of S2903 is of one type (OUT1), and “1: Normal (normally received the order number)” or “2: Unreservable (being processed at other counters and the number in question) It must be in a state where it cannot be acquired). Details of the manual number processing will be described later with reference to FIG.

(Iv) S2904
The processor of the reception management server 100 determines whether the output OUT1 is “1: normal” or “2: cannot be reserved” (S2904). If the output OUT1 is “1: normal”, the process proceeds to S2906. When the output OUT1 is “2: reservation not possible”, the process proceeds to S2905.

(V) S2905
The processor of the reception management server 100 notifies the corresponding window terminals 105-1 to 105-3 that reservation is not possible, that is, the corresponding number has already been processed at another window. 105-1 to 105-3 display a message “reservation impossible” on the display screen. Then, the process proceeds to S2902.

(Vi) S2906
The processors of the window terminals 105-1 to 105-3 receive the determination result of “1: normal” from the reception management server 100 and receive the reception order number determined to be normal (corresponding to the number input by the window operator in S2902). The reception order number is called by the display devices 106-1 to 106-3 and the speakers 107-1 to 107-3 (S2906).

(Vii) S2907
The processors of the window terminals 105-1 to 105-3 display the number call screen (FIG. 12B) on the display screen and acquire the next instruction from the window operator (S2907).

(Viii) S2908
The processors of the window terminals 105-1 to 105-3 distribute the processing based on an instruction from the window operator (S2908). If the instruction from the window operator is “next call 1211” or “switch to automatic 1214”, the process proceeds to S2911. If the instruction from the window operator is “move to hold 1212”, the process proceeds to S2913. If the counter operator's instruction is “Receive pending” 1215, the process proceeds to S 2909. If the instruction from the window operator is “Today's end 1213”, the process ends. When the instruction from the window operator is “business change 1216”, the processing shifts to business change processing E (FIG. 28).

(Ix) S2909
The processors of the window terminals 105-1 to 105-3 display a moving screen 1500 (FIG. 15) from pending to waiting for reception order on the display screen, and in response to an instruction from the window operator, the status is “pending”. The reception order number to be changed from “Receiving” is acquired, and the number is transmitted to the reception management server 100 (S2909).

(X) S2910
After acquiring the reception order number, the processor of the reception management server 100 changes the status 2201 of the record of the reception order number in the reception order table 2200 (FIG. 22) from “4: pending” to “1: being received”. (S2910). Then, the process proceeds to S2902.

(Xi) S2911
The processor of the reception management server 100 receives an instruction of “next call” or “switch to manual” from the window terminals 105-1 to 105-3, and accordingly, the status of the reception order table 2200 (FIG. 22). 2201 is changed to “3: already processed” (S2911).

(Xii) S2912
In the case of “next call”, the process proceeds to S2902, and in the case of “switch to manual”, the process proceeds to the window reception process A (FIG. 27).

(Xiii) S2913
The processor of the reception management server 100 receives an instruction “move to hold” from the window terminals 105-1 to 105-3, and in response to the status 2201 of the reception order table 2200 (FIG. 22), “4: hold”. (S2913). Then, the process proceeds to S2902.

(6) Window reception process C: Reservation / automatic process FIG. 30 is a flowchart for explaining a reservation / automatic process that operates at each window terminal.

(I) S3001
The processor of the reception management server 100 receives an instruction of the “automatic by reservation” mode from the window terminals 105-1 to 105-3, and sets the number reception mode 2104 in the window terminal table 2100 (FIG. 21) to “1: automatic”. (S2701).

(Ii) S3002
The processor of the reception management server 100 sets the input information (window terminal ID 2101), calls the automatic number extraction process (FIG. 33), and acquires the reception order number to be called next (S2702). There are three types of output information in S2702 (O1, O2, and O3). The output O1 is “1: normal (normally received the order number)”, “2: no waiting (no user waiting at the window)”, or “3: reservation completed ( That reservation reception has been completed). The output O2 is “reservation number” or “acceptance order number”, and the output O3 is “1: idle reception (acquisition order number is acquired in the free time of reservation)”. Details of the automatic number extraction process will be described later with reference to FIG.

(Iii) S3003
Of the three types of output information, the processor of the reception management server 100 first determines whether the output O1 is “1: normal”, “2: no waiting”, or “3: reservation completed” (S3003). If the output O1 is “1: normal”, the process proceeds to S3005. If the output O1 is “2: no waiting” or “3: reservation completed”, the process proceeds to S3004.

(Iv) S3004
The processor of the reception management server 100 notifies the corresponding window terminals 105-1 to 105-3 that there is no waiting (that is, there is no user waiting at the corresponding window) or the reservation is completed, and receives the notification. The terminals 105-1 to 105-3 display a message “no waiting” or “reservation end” on the corresponding display screen. Then, the process proceeds to S3002.

(V) S3005
The processor of the reception management server 100 determines whether or not the output O3 is “1: idle reception” among the three types of output information (S3005). If the output O3 is “1: idle reception”, the process proceeds to S3006. If the output O3 is not “1: idle reception”, the process proceeds to S3007.

(Vi) S3006
The processor of the reception management server 100 transmits “empty reception” to the corresponding window terminals 105-1 to 105-3, and the window terminals 105-1 to 105-3 display “empty reception” on the display screen. A message indicating that the receipt number has been extracted based on the reserved free time is displayed (S3006).

(Vii) S3007
The processors of the window terminals 105-1 to 105-3 acquire the output O2 from the reception management server 100, display the reservation number or the reception order number on the display devices 106-1 to 106-3, and the speakers 107-1 to 107-107. -3 (S3007).

(Viii) S3008
The processors of the window terminals 105-1 to 105-3 display the reservation / automatic call screen 1300 (FIG. 13) on the display screen and acquire the next instruction from the window operator (S3008).

(Ix) S3009
The processors of the window terminals 105-1 to 105-3 distribute the processing based on an instruction from the window operator (S3009). If the instruction of the window operator is “next call 1305” or “switch to manual 1308”, the process proceeds to S3012. If the instruction from the window operator is “move to hold 1306”, the process proceeds to S3014. If the window operator's instruction is “pending pending to 1309”, the process proceeds to S3010. If the instruction from the window operator is “Today's end 1307”, the process ends. When the instruction from the window operator is “business change 1310”, the processing shifts to business change processing E (FIG. 28).

(Viii) S3010
The processors of the window terminals 105-1 to 105-3 display the moving screen 1600 from pending to reservation (FIG. 16) on the display screen, and in response to instructions from the window operator, change the status from “pending” to “ The reservation number to be changed to “Reserving” is acquired and the number is transmitted to the reception management server 100 (S3010).

(Ix) S3011
The processor of the reception management server 100 acquires the status 2301 or 2401 of the record of the reservation number in the shift reservation table 2300 (FIG. 23) or the time designation reservation table (FIG. 24) after acquiring the reception order number. To “1: Reserving” (S3011). Then, the process proceeds to S3002.

(X) S3012
The processor of the reception management server 100 receives an instruction of “next call” or “switch to manual” from the window terminals 105-1 to 105-3, and shift shift table 2300 (FIG. 23) or time accordingly. The status 2301 or 2401 in the designated reservation table (FIG. 24) is changed to “3: processed” (S3012).

(Xi) S3013
In the case of “next call”, the process proceeds to S3002, and in the case of “switch to manual”, the process proceeds to a window reception process D (FIG. 31).

(Xii) S3014
The processor of the reception management server 100 receives the instruction “move to hold” from the window terminals 105-1 to 105-3, and in response thereto, the shift reservation table 2300 (FIG. 23) or the time designation reservation table (FIG. 24). Status 2301 or 2401 is changed to “4: pending” (S3014).

(7) Window reception process D: Reservation / manual process FIG. 31 is a flowchart for explaining the reservation / manual process operating at each window terminal.

(I) S3101
The processor of the reception management server 100 receives an instruction of the “manual by reservation” mode from the window terminals 105-1 to 105-3, and sets the number reception mode 2104 in the window terminal table 2100 (FIG. 21) to “2: manual”. (S3101).

(Ii) S3102
The processors of the window terminals 105-1 to 105-3 acquire information of the shift reservation table 2300 (FIG. 23) or the time designation reservation table 2400 (FIG. 24) from the reception management server 100, and the reservation / manual call screen (FIG. 14A). ) Is displayed on the display screen, and the reservation number to be called (calling number 1403) input by the window operator is acquired (S3102).

(Iii) S3103
The processor of the reception management server 100 receives input information (P1: reception order number) from the window terminals 105-1 to 105-3, calls the number manual processing (FIG. 39), and determines the number to be called next (S3103). ). The output information of S3103 is one type (OUT1), and “1: normal (normally number has been obtained)” or “2: cannot be reserved (being processed at another window and cannot obtain the number) It is a state). Details of the manual number processing will be described later with reference to FIG.

(Iv) S3104
The processor of the reception management server 100 determines whether the output OUT1 is “1: normal” or “2: cannot be reserved” (S3104). If the output OUT1 is “1: normal”, the process proceeds to S3106. If the output OUT1 is “2: reservation not possible”, the process proceeds to S3105.

(V) S3105
The processor of the reception management server 100 notifies the corresponding window terminals 105-1 to 105-3 that reservation is not possible, that is, the corresponding number has already been processed at another window. 105-1 to 105-3 display a message “reservation impossible” on the display screen. Then, the process proceeds to S3102.

(Vi) S3106
The processors of the window terminals 105-1 to 105-3 receive the determination result of “1: normal” from the reception management server 100, and display the reservation number determined to be normal (corresponding to the number input by the window operator in S3102). The reservation number is called by the devices 106-1 to 106-3 and the speakers 107-1 to 107-3 (S3106).

(Vii) S3107
The processors of the window terminals 105-1 to 105-3 display the number call screen (FIG. 14B) on the display screen and acquire the next instruction from the window operator (S3107).

(Viii) S3108
The processors of the window terminals 105-1 to 105-3 distribute the processing based on an instruction from the window operator (S3108). If the instruction of the window operator is “next call 1409” or “switch to automatic 1412”, the process proceeds to S3111. If the instruction from the window operator is “move to hold 1410”, the process proceeds to S3113. If the instruction from the window operator is “pending pending 1413”, the process proceeds to S3109. If the instruction from the window operator is “Today's end 1411”, the process ends. When the instruction from the window operator is “business change 1414”, the processing shifts to business change processing E (FIG. 28).

(Ix) S3109
The processors of the window terminals 105-1 to 105-3 display the moving screen 1600 from pending to reservation (FIG. 16) on the display screen, and in response to instructions from the window operator, change the status from “pending” to “ The reception order number to be changed to “Reserving” is acquired, and the number is transmitted to the reception management server 100 (S3109).

(X) S3110
After acquiring the reception order number, the processor of the reception management server 100 sets the status 2301 or 2401 of the reservation number record in the shift reservation table 2300 (FIG. 23) or the time designation reservation table 2400 (FIG. 24) to “4: The status is changed from “suspended” to “1: reserved” (S3110). Then, the process proceeds to S3102.

(Xi) S3111
The processor of the reception management server 100 receives an instruction of “next call” or “switch to manual” from the window terminals 105-1 to 105-3, and in response thereto, the shift reservation table 2300 (FIG. 23) or time The status 2301 or 2401 of the designated reservation table 2400 (FIG. 24) is changed to “3: processed” (S3111).

(Xii) S3112
In the case of “next call”, the process proceeds to S3102, and in the case of “switch to automatic”, the process proceeds to the window reception process C (FIG. 30).

(Xiii) S3113
The processor of the reception management server 100 receives the instruction “move to hold” from the window terminals 105-1 to 105-3, and in response thereto, the shift reservation table 2300 (FIG. 23) or the time designation reservation table 2400 (FIG. 24). ) Status 2301 or 2401 is changed to “4: hold” (S3113). Then, the process proceeds to S3102.

(8) Table Initial Setting Processing FIG. 32 is a flowchart for explaining various table initial setting processing. The initial setting process of various tables is executed when the reception management server 100 is activated (for example, every morning).

(I) S3201
The processor of the reception management server 100 reads the reception order table 2200 (FIG. 22) from the disk (secondary storage device) 101 and initializes it (S3201). For example, the status 2201 is set to “0: not accepted”.

(Ii) S3202
The processor of the reception management server 100 reads the shift reservation table 2300 (FIG. 23) and the time designation reservation table 2400 (FIG. 24) from the disk (secondary storage device) 101 and initializes them (S3202). For example, the statuses 2301 and 2401 are set to “0: empty” or “1: under reservation” according to the reservation status of the day. In the case of the time designation reservation method, the records are sorted in advance by the reservation time.

(9) Next Number Automatic Extraction Processing FIG. 33 is a flowchart for explaining processing for automatically extracting the next number. Regarding the process, the input information P1 is a window terminal ID to be processed. On the other hand, there are three types of output information (O1, O2, and O3). The output O1 is “1: normal (normally received the order number)”, “2: no waiting (no user waiting at the window)”, or “3: reservation completed ( That reservation reception has been completed). The output O2 is “acceptance order number or reservation number”, and the output O3 is “1: idle reception (acquisition order number is acquired in the reservation free time)”.

  This process (outline) is a process of automatically extracting the next number for the reception management server to operate, and determines and processes the reception type of the window terminal. When the reception type is the reception order type, the next reception order number automatic extraction routine is called to obtain the next reception order number. When the reception type is reservation, the next reservation number automatic extraction routine is called to obtain the next reservation number. Send the obtained number to the caller.

(I) S3301
The processor of the reception management server 100 waits for a request for extracting the next reception order number or reservation number from the window terminals 105-1 to 105-3 (S3301). When the extraction request is received, the process proceeds to S3302.

(Ii) S3302
The processor of the reception management server 100 refers to the window terminal table 2100 (FIG. 21), acquires a record of the window terminal ID indicated by the input information P1, and receives the reception type 2102 of the target window terminals 105-1 to 105-3. Is acquired (S3302).

(Iii) S3303
The processor of the reception management server 100 determines the reception type confirmed in S3302, and if “1: reception order type”, the process proceeds to S3304, and if “2: reservation type”, the process proceeds to S3309. Transition is performed (S3303).

(Iv) S3304
The processor of the reception management server 100 calls the next reception order number automatic extraction process (FIG. 34), and acquires the reception order number to be called next (S3304). The output of this process is OUT1 (“1: normal” or “2: no waiting”) and OUT2 (acceptance order number) output when OUT1 is “1: normal”. Next reception order number automatic extraction processing will be described later with reference to FIG.

(V) S3305
The processor of the reception management server 100 first determines whether the output OUT1 is “1: normal” or “2: no waiting”. If “1: normal”, the process proceeds to S3306. If “2: no waiting”, the process proceeds to S3307.

(Vi) S3306
The processor of the reception management server 100 sets O1 (1: normal) and O2 (reception order number) as output information (S3307).

(Vii) S3307
The processor of the reception management server 100 sets O1 (2: no waiting) as output information (S3307).

(Viii) S3308
The processor of the reception management server 100 outputs the output information O1, O2, and O3 (the information of O3 in the case of the reception order type) to the counter terminals 105-1 to 105-3 that called the next automatic number extraction process. (S3308).

(Ix) S3309
The processor of the reception management server 100 calls the next reservation number automatic extraction process (FIG. 35), and acquires the reservation number to be called next (S3305). The output of this process is OUT1 (“1: normal”, “2: free time available”) or “3: reservation end”, and OUT2 (reservation number) output when OUT1 is “1: normal”. is there. The next reservation number automatic extraction process will be described later with reference to FIG.

(X) S3310
The processor of the reception management server 100 first determines whether the output OUT1 is “1: normal”, “2: available time”, or “3: reservation completed”. In the case of “1: normal”, the process proceeds to S3311. In the case of “2: free time”, the process proceeds to S3312, and in the case of “3: reservation end”, the process proceeds to S3313.

(Xi) S3311
The processor of the reception management server 100 sets O1 (1: normal) and O2 (reservation number) as output information (S3311). Then, the process proceeds to S3308.

(Xii) S3312
The processor of the reception management server 100 sets O3 (1: idle reception) as output information (S3312). Then, the process proceeds to S3304, and a process of acquiring a reception order number is executed.

(Xiii) S3313
The processor of the reception management server 100 sets O1 (3: reservation end) as output information (S3313). Then, the process proceeds to S3308.

(10) Next Reception Order Number Automatic Extraction Process FIG. 34 is a flowchart for explaining the next reception order number automatic extraction process. There is no input information for the process, and the output information is OUT1 (“1: normal” or “2: no waiting”) and OUT2 (acceptance order number).

  The process (outline) is a process of automatically extracting the next number on which the reception management server 100 operates, and determines and processes the reception type of the window terminal. When the reception type is the reception order type, the next reception order number automatic extraction routine is called to obtain the next reception order number. When the reception type is reservation, the next reservation number automatic extraction routine is called to obtain the next reservation number. Send the obtained number to the caller.

(I) S3401
The processor of the reception management server 100 selects the first record in the reception order table 2200 (FIG. 22) (S3401).

(Ii) S3402
The processor of the reception management server 100 determines whether or not the status 2201 of the record selected in S3401 is “1: Accepting” (S3402). If the status 2201 is “1: Accepting”, the process proceeds to S3403. If it is not “1: Accepting”, the process proceeds to S3405.

(Iii) S3403
The processor of the reception management server 100 sets “1: normal” as the first output information OUT1 for the record.

(Iv) S3404
The processor of the reception management server 100 sets “reception order number” as the second output information OUT2 regarding the record. And the said next reception order number automatic extraction process is complete | finished.

(V) S3405
The processor of the reception management server 100 determines whether or not the status 2201 is “5: end record” (the record to be processed does not exist) (S3405). If the status 2201 is “5: end record” (YES in S3405), the process proceeds to S3406. If it is not “5: end record” (NO in S3405), the process proceeds to S3407.

(Vi) S3406
The processor of the reception management server 100 sets “2: no waiting” as the output information OUT1. And the said next reception order number automatic extraction process is complete | finished.

(Vii) S3407
The processor of the reception management server 100 selects the next record as a processing target (S3407). Then, the process proceeds to S3402.

(11) Next Reservation Number Automatic Extraction Process FIG. 35 is a flowchart for explaining the next reservation number automatic extraction process. There is no input information for the process, and output information is OUT1 (“1: normal”, “2: free time available”, or “3: reservation complete”) and OUT2 (reservation number).

  This process is called from the next automatic number extraction process and obtains the next acceptance order number. A record whose record number is small in the reception order table and whose record status is being received is obtained, and the reception order number of the record is transmitted to the caller.

(I) S3501
The processor of the reception management server 100 selects the first record of the shift reservation table 2300 (FIG. 23) or the time designation reservation table 2400 (FIG. 24) (S3501). It should be noted that which reservation table is to be referred depends on the reservation method being operated.

  This process (outline) is a process for obtaining the next reservation number called from the next automatic number extraction process. The record whose reservation time is smaller than the current time in the reservation table and whose record status is reserved And sends the reservation number of the record to the caller.

(Ii) S3502
The processor of the reception management server 100 compares the reservation time of the record selected in S3501 with the current time (S3502). If the current time has passed the reserved time (YES in S3502), the process proceeds to S3503. If the current time has not passed the reserved time (NO in S3502), the process proceeds to S3505.

(Iii) S3503
The processor of the reception management server 100 determines whether the status 2301 or 2401 of the record to be processed is “1: reserved” (S3503). If the status 2301 or 2401 is “1: reservation” (YES in S3503), the process proceeds to S3504. If the status 2301 or 2401 is other than that (NO in S3503), the process proceeds to S3506.

(Iv) S3504
The processor of the reception management server 100 sets “1: normal” as the output information OUT1 and “reservation number” as OUT2. Then, the next reservation number automatic extraction process ends.

(V) S3505
The processor of the reception management server 100 sets “2: free time” as the output information OUT1 as the output information. Then, the next reservation number automatic extraction process ends.

(Vi) S3506
The processor of the reception management server 100 determines whether the status 2301 or 2401 is “5: end record” (the record to be processed does not exist) (S3506). If the status 2301 or 2401 is “5: end record” (YES in S3506), the process proceeds to S3507. If it is not “5: end record” (NO in S3506), the process proceeds to S3508.

(Vi) S3507
The processor of the reception management server 100 sets “3: reservation end” as the output information OUT1. Then, the next reservation number automatic extraction process ends.

(Vii) S3408
The processor of the reception management server 100 selects the next record as a processing target (S3508). Then, the process proceeds to S3502.

(12) Shift reservation acceptance processing FIG. 36 is a flowchart for explaining shift reservation acceptance processing performed by a user (customer). This process (outline) accepts an application for a shift reservation from a mobile or personal computer, and writes the reservation information input by the user in the shift reservation table on the disk.

(I) S3601
The processor of the reception management server 100 waits for and receives a reservation request from the user's reservation terminal (mobile terminal or personal computer) 104 (S3601).

(Ii) S3602
The processor of the reception management server 100 acquires shift reservation information from the shift reservation table 2300 (FIG. 23), creates a shift reservation application screen 1700 (FIG. 17), and transmits it to the reservation terminal 104. On the other hand, the reservation terminal 104 displays the shift reservation application screen 1700 on the display unit, acquires reservation information based on the user's input, and transmits the reservation information to the reception management server 100 (S3602). The reservation information includes a reservation desired date and time, and service service information. Here, the shift reservation application screen is created in the reception management server 100, but the reservation terminal 104 may acquire shift reservation information from the reception management server 100 and create the screen.

(Iii) S3603
The processor of the reception management server 100 determines whether all reservations have been completed on the desired reservation date included in the received reservation request (whether all reservations are available) (S3603). If the total number of reservations has not ended (NO in S3603 (when all reservations are free)), the process proceeds to S3604. If all the reserved people have been completed (YES in S3603 (when there is no free space in all reserved people)), the process ends.

(Iv) S3604
The processor of the reception management server 100 acquires the shift reservation table 2300 for the designated date (desired date), and further specifies an empty record that has a reservation time that matches the reservation table (S3604). If there is no empty record, the reservation terminal may be informed that the desired time zone is not available and the available time zone.

(V) S3605
In the shift reservation table 2300, the processor of the reception management server 100 changes the status of the corresponding record from “0: empty” to “1: reserved”, and updates the contents of the shift reservation table 2300.

(13) Time-designated reservation acceptance processing FIG. 37 is a flowchart for explaining time-designated reservation acceptance processing performed by the user (customer). This process (outline) accepts an application for a time designation reservation from a mobile or a personal computer, and writes the reservation information entered by the user in the time designation reservation table on the disk.

(I) S3701
The processor of the reception management server 100 waits for and receives a reservation request from the user's reservation terminal (mobile terminal or personal computer) 104 (S3701).

(Ii) S3702
The processor of the reception management server 100 acquires time designation reservation information from the time designation reservation table 2400 (FIG. 24), creates a time designation reservation application screen 1800 (FIG. 18), and transmits it to the reservation terminal 104. On the other hand, the reservation terminal 104 displays the time designation reservation application screen 1800 on the display unit, acquires reservation information based on the user's input, and transmits the reservation information to the reception management server 100 (S3702). The reservation information includes a reservation desired date and time, and service service information. Here, the time designation reservation application screen is created in the reception management server 100, but the reservation terminal 104 may acquire the time designation reservation information from the reception management server 100 and create the screen. good.

(Iii) S3703
The processor of the reception management server 100 determines whether or not all reservations have been completed on the desired reservation date included in the received reservation request (whether all reservations are available) (S3703). If the total number of reservations has not ended (NO in S3703 (when there is a vacancy in all reservations)), the process proceeds to S3704. If the total number of reservations has been completed (YES in S3703 (when there is no vacancy in all reservations)), the process proceeds to S3706.

(Iv) S3704
The processor of the reception management server 100 acquires the time designation reservation table 2300 for the designated date (desired date), and specifies an empty record for the reservation for the corresponding time (S3704). If there is no empty record, the reservation terminal may be informed that the desired time zone is not available and the available time zone.

(V) S3705
In the time designation reservation table 2400, the processor of the reception management server 100 changes the status of the corresponding record from “0: empty” to “1: under reservation”, and updates the contents of the time designation reservation table 2400.

(Vi) S3706
The processor of the reception management server 100 transmits a message indicating that the number of reservations per day has been reached and reservation is not possible to the reservation terminal 104, and the reservation terminal 104 displays the message on the display unit (S3706). .

(14) Ticketing Process for Reception Order Reception Number FIG. 38 is a flowchart for explaining a process when a user (customer) receives a ticket with a reception number in the reception order from the reception ticketing machine.

(I) S3801
The processor of the reception management server 100 waits for reception of a reception request from the reception ticket issuing machine 103 (S3801). Specifically, the user operates the reception ticket issuing machine 103 to request issuance of a reception order number related to a desired job. Then, the reception ticket issuing machine 103 transmits the request to the reception management server 100.

(Ii) S3802
Upon receipt of the acceptance order number issuance request, the processor of the acceptance management server 100 refers to the acceptance order table 2200 (FIG. 22) and identifies a record whose status 2201 is “0: not accepted” (S3802).

(Iii) S3803
In the reception order table 2200 (FIG. 22), the processor of the reception management server 100 changes (sets) the status 2201 of the record identified in S3802 to “1: Accepting”, and sets the corresponding reception order number 2202 to the reception ticket issuing machine. 103 (S3803).

(Iv) S3804
The reception ticket issuing machine 103 prints and outputs the reception order number received from the reception management server 100 (S3804).

(15) Number designation manual processing FIG. 39 is a flowchart for explaining processing when the window operator manually designates the reception order number or the reservation number. The number designation manual process is a process called in S2903 or S3103. The input information of the process is a reception order number or a reservation number, and the output information is “1: normal” or “2: unreserved” as OUT1.

(I) S3901
The processor of the reception management server 100 refers to the reception order table 2200 (FIG. 22), the shift reservation table 2300 (FIG. 23), or the time designation reservation table 2400 (FIG. 24), and inputs the input number (reception order number or reservation). Number) status 2201, 3012, or 2401 is acquired (S3901).

(Ii) S3902
The processor of the reception management server 100 checks whether the acquired status information is “1: being received” or “1: being reserved”, “2: currently being processed”, or “2: being processed”. (S3902). When processing the same job at another window, if the number starts being processed at another window, the status changes from "1: Accepting" or "1: Reserving" to "2: Currently processing" or "2 This is because the number cannot be acquired as a processing target. If the status is “1: Accepting” or “1: Reserving” (YES in S3902), the process proceeds to S3903. If the status is not “1: Accepting” or “1: Reserving” (NO in S3902), that is, if the status is “2: Currently processing” or “2: Processing”, the processing is S3905. Migrate to

(Iii) S3903
The processor of the reception management server 100 sets the output information OUT1 to “1: normal” (S3903).

(Iv) S3904
The processor of the reception management server 100 changes the status 2201, 2301, or 2401 to “2: currently being processed” or “2: being processed” (S3904). Then, the process returns to S2903 or S3103.

(V) S3905
The processor of the reception management server 100 cannot acquire the input number because it is already being processed, and sets “2: unreservable” as the output information OUT1 (S3905). Then, the process returns to S2903 or S3103.

<Others>
The present invention can also be realized by software program codes that implement the functions of the embodiments. In this case, a storage medium in which the program code is recorded is provided to the system or apparatus, and the computer (or CPU or MPU) of the system or apparatus reads the program code stored in the storage medium. In this case, the program code itself read from the storage medium realizes the functions of the above-described embodiments, and the program code itself and the storage medium storing the program code constitute the present invention. As a storage medium for supplying such program code, for example, a flexible disk, CD-ROM, DVD-ROM, hard disk, optical disk, magneto-optical disk, CD-R, magnetic tape, nonvolatile memory card, ROM Etc. are used.

  Also, based on the instruction of the program code, an OS (operating system) running on the computer performs part or all of the actual processing, and the functions of the above-described embodiments are realized by the processing. May be. Further, after the program code read from the storage medium is written in the memory on the computer, the computer CPU or the like performs part or all of the actual processing based on the instruction of the program code. Thus, the functions of the above-described embodiments may be realized.

  Further, by distributing the program code of the software that realizes the functions of the embodiment via a network, it is stored in a storage means such as a hard disk or memory of a system or apparatus, or a storage medium such as a CD-RW or CD-R And the computer (or CPU or MPU) of the system or apparatus may read and execute the program code stored in the storage means or the storage medium when used.

  Finally, it should be understood that the processes and techniques described herein are not inherently related to any particular apparatus, and can be implemented by any suitable combination of components. In addition, various types of devices for general purpose can be used in accordance with the teachings described herein. It may prove useful to build a dedicated device to perform the method steps described herein. Various inventions can be formed by appropriately combining a plurality of constituent elements disclosed in the embodiments. For example, some components may be deleted from all the components shown in the embodiment. Furthermore, constituent elements over different embodiments may be appropriately combined. Although the present invention has been described with reference to specific examples, these are in all respects illustrative rather than restrictive. Those skilled in the art will appreciate that there are numerous combinations of hardware, software, and firmware that are suitable for implementing the present invention. For example, the described software can be implemented in a wide range of programs or script languages such as assembler, C / C ++, perl, shell, PHP, Java (registered trademark).

  Furthermore, in the above-described embodiment, control lines and information lines are those that are considered necessary for explanation, and not all control lines and information lines on the product are necessarily shown. All the components may be connected to each other.

  In addition, other implementations of the invention will be apparent to those skilled in the art from consideration of the specification and embodiments of the invention disclosed herein. Various aspects and / or components of the described embodiments can be used singly or in any combination in a computerized storage system capable of managing data. The specification and specific examples are merely exemplary, and the scope and spirit of the invention are indicated in the following claims.

DESCRIPTION OF SYMBOLS 1 ... Reception system 100 ... Reception management server 101 ... Disk (secondary storage device)
102 ... Administrator terminal 103 ... Accepting machine 104 ... Reservation terminals 105-1 to 105-3 ... Window terminals 106-1 to 106-3 ... Display devices 107-1 to 107-3 ... Speakers

Claims (17)

At least one window terminal;
Receiving a reservation from a user terminal operated by a user using the window and assigning a reservation number, receiving a reception order number of a user visiting the window from the window terminal, and A reception management server for managing the status of reservations and receptions,
The reception management server calls the reservation number in preference to the reception order number, and instructs the window terminal to call the reception order number in a free time that does not require processing of the reservation number. Take out
The reception system, wherein the window terminal calls the reservation number and the reception order number according to the call instruction. In claim 1,
The maximum number of reservations at the window per unit time is preset,
The reception management server performs a call of the reservation number in the unit time in preference to the reception order number, and after processing a user corresponding to the reservation number, there is a remaining time in the unit time. A reception system that issues the call instruction so as to call the reception order number. In claim 2,
When the processing of the user having the reservation number at the window exceeds the unit time, the reception management server subtracts the time exceeding the unit time from the unit time in the next unit time period. When the processing of the maximum reserved number of people is completed at the window within a predetermined time, it is determined that the remaining time exists, and the call instruction is issued so as to call the reception order number. In claim 2,
Of the maximum reserved number, a predetermined number is reserved in advance for calling the reception order number,
The reception management server prioritizes calling of the reservation number in the unit time over the reception order number, and after processing a user corresponding to the reservation number, calls the reception order number, After receiving the user corresponding to the reception order number, when there is the remaining time in the unit time, the reception system further issues the call instruction to call the reception order number. In claim 1,
The maximum number of reservations at the window of the day is preset,
The reception management server calls the reservation number according to the reservation time at the window in preference to the reception order number, and issues the call instruction to call the reception order number at a time other than the reservation time. A reception system characterized by In any one of Claims 1 thru | or 5,
The reception management server includes a reception type indicating whether a window corresponding to each window terminal is a reception order type that processes only with a reception order number or a reservation type that processes a reservation number with priority, and a reception that is currently being processed at each window. A reception system that manages in-process number information indicating a sequential number or a reservation number and a business name of each window, and changes the service of each window in response to a request from the window terminal. In claim 6,
The reception management server further includes an automatic call mode for calling a number according to an order in a queue of the reservation number and the reception order number, and a manual call mode for calling a number according to a designation of a window operator regardless of the order in the queue And receiving the call instruction to call the reservation number and the reception order number in accordance with the number reception mode selected at the window terminal. . In any one of Claims 1 thru | or 7,
The reception management server manages the reservation number and the reception order number as a hold state to be removed from a call target in response to a hold request from the window terminal, and holds the hold in response to a hold release request from the window terminal A reception system, wherein the reservation number and the reception order number managed in a state are returned to a queue and managed as a call target. A reception management server that manages the status of user reservations and reception at a window,
A memory for storing information on the reservation and reception status of the user;
Receiving a reservation from a user terminal operated by a user using the window and giving a reservation number, receiving a reception order number of a user who visits the window from at least one window terminal, the reservation number and A processor for managing the reception order number;
The processor gives priority to calling the reservation number over the reception order number, and issues a call instruction to the window terminal so as to call the reception order number in a free time that does not require processing of the reservation number. A reception management server characterized by that. In claim 9,
The maximum number of reservations at the window per unit time is preset,
The processor performs the calling of the reservation number in the unit time in preference to the reception order number, and after processing a user corresponding to the reservation number, if there is a remaining time in the unit time, the processor A reception management server that issues the call instruction so as to call a reception order number. In claim 10,
The processor, when the processing of the user having the reservation number at the window exceeds the unit time, a time obtained by subtracting the time exceeding the unit time from the unit time in the next unit time period A reception management server that determines that the remaining time exists when processing of the maximum number of reservations is completed at the window and issues the call instruction to call the reception order number. In claim 10,
Of the maximum reserved number, a predetermined number is reserved in advance for calling the reception order number,
The processor calls the reservation number in the unit time in preference to the reception order number, processes the user corresponding to the reservation number, calls the reception order number, and An acceptance management server, wherein after processing a user corresponding to a number, when the remaining time is further in the unit time, the call instruction is issued so as to call an acceptance order number. In claim 9,
The maximum number of reservations at the window of the day is preset,
The processor performs the calling of the reservation number according to the reservation time at the window in preference to the reception order number, and issues the call instruction to call the reception order number at a time other than the reservation time. A special reception management server. In any one of Claims 9 thru | or 13,
The processor includes a reception type indicating whether the window corresponding to each window terminal is a reception order type for processing only by the reception order number or a reservation type for processing the reservation number with priority, and a reception order number for each window currently being processed. Alternatively, a reception management server that manages in-process number information indicating a reservation number and a business name of each window, and changes the service of each window in response to a request from the window terminal. In claim 14,
The processor further includes an automatic call mode for calling a number according to an order in a queue of the reservation number and the reception order number, and a manual call mode for calling a number according to a designation of a window operator regardless of the order in the queue; A reception management server, which manages a number reception mode including: and issues the call instruction so as to call the reservation number and the reception order number in accordance with the number reception mode selected at the window terminal. In any one of Claims 9 thru | or 15,
In response to a hold request from the window terminal, the processor manages the reservation number and the reception order number as a hold state to be excluded from the call target, and in the hold state in response to a hold release request from the window terminal. The reception management server, wherein the managed reservation number and the reception order number are returned to a queue and managed as a call target.   A program for causing a computer to function as the reception management server according to any one of claims 9 to 16.

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