JP2018180801A - Monitoring system and information terminal device in monitoring system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To enable displaying and inputting of information about a failure to be performed from the same screen.SOLUTION: A monitoring system includes: an action addition processing unit 115 for creating, when any remedial procedure is taken for a failure occurring in a building facility, action information including content of the remedial procedure, and registering background information obtained by collecting action information in each failure in a background information storage unit 21; and a display processing control unit 114 for performing display control of a failure remedial procedure screen. The display control processing unit 114 performs control so as to display a display area of the background information corresponding to the failure stored in the background information storage unit 21, and an input area for inputting the contents, cause, procedure or the like of the failure in the same failure remedial procedure screen.SELECTED DRAWING: Figure 1

Description

  The present invention relates to a monitoring system and an information terminal device in the monitoring system, in particular to the configuration of information displayed on the screen of the information terminal device.

  In order to monitor building facilities scattered all over the country, for example elevators installed in the contracted buildings, the monitoring system installs monitoring centers at multiple locations throughout the country, and in each monitoring center is installed in each responsible area Have an elevator monitored.

  Customers such as building owners call their monitoring center when they detect that the elevator has some sort of failure. The operator in the monitoring center responds to the customer using a dedicated operator terminal to which the telephone is associated, but when receiving a call from the customer, the operator sees the contents of the fault that has occurred, and the engineer We will take various measures for restoration, such as visiting the site.

  For this purpose, the operator displays the history of the correspondence with the customer or engineer on a predetermined screen, or inputs and records the contents of the dialogue.

JP, 2009-107817, A JP 2008-001494 A JP 2008-230745 A JP, 2007-161431, A JP 2003-296480 A Unexamined-Japanese-Patent No. 2004-334516

  Conventionally, in order to display various information handled by the monitoring system on the operator terminal, the information is classified by type, a screen is generated, and the screen is hierarchized. Therefore, the operator displayed desired information while switching the display screen.

  By the way, the operator may want to input another type of information while referring to certain information. For example, when dealing with a failure, it may be desirable to input information related to the failure while referring to the history of the response to the failure. As described above, even when handling information related to failure, the operator has to switch between the display screen and the input screen of the information.

  An object of the present invention is to enable display and input of information related to failure from the same screen.

  The information terminal device in the monitoring system according to the present invention comprises a display means for displaying a screen, a display area for displaying in chronological order the contents of measures against failure occurring in facilities of a building to be monitored, and the contents of the failure. And a display control unit configured to control the display unit to display a screen including an input area.

  Further, the apparatus is characterized by comprising transmission means for acquiring contents of correspondence to a failure displayed in the display area and contents of the failure inputted from the input area and transmitting the contents to a predetermined destination.

  Further, the transmission means is characterized in that, when the repair of the failure occurring in the equipment has not been completed even after a predetermined time has elapsed, it is transmitted to a predetermined failure support destination together with the fact that the repair is not completed. .

  Further, the transmission means is characterized in that the transmission means transmits to a predetermined failure management destination when the countermeasure for the failure occurring in the equipment is completed.

  A monitoring system according to the present invention comprises: correspondence information storage means for storing correspondence information indicating contents of correspondence to a fault occurring in facilities of a building to be monitored; and fault for storing fault information related to the contents of the fault. It has an information storage means and an information terminal device, and the information terminal device is a display means for displaying a screen, and contents of correspondence obtained from the correspondence information corresponding to a failure occurring in the equipment in chronological order A display control means is controlled to cause the display means to display a screen including a display area to be displayed and an input area of the failure information corresponding to a failure occurring in the facility.

  According to the present invention, display and input of information related to a failure can be performed from the same screen.

It is a figure which shows the whole structure and block structure of the monitoring system of one embodiment of the monitoring system which concerns on this invention. It is a hardware block diagram of the operator terminal in this Embodiment. It is a figure which shows an example of a data structure of the historical information accumulate | stored in the historical information storage part in this Embodiment. It is a figure which shows an example of a data structure of the failure information memorize | stored in the failure information storage part in this Embodiment. It is a screen block diagram of the failure handling screen displayed on the operator terminal in this Embodiment. It is a figure which shows an example of a layout structure of the failure handling area in the failure handling screen of this Embodiment.

  Hereinafter, preferred embodiments of the present invention will be described based on the drawings.

  FIG. 1 is a diagram showing an entire configuration and a block configuration of an embodiment of a monitoring system according to the present invention. FIG. 1 shows a configuration in which a monitoring center 10 and a server center 20 are connected by an intranet 1. The monitoring system in the present embodiment divides the whole country into a plurality of areas, and a monitoring center 10 is provided for each area. The monitoring center 10 performs operations such as responding to calls from customers such as building owners in the area in charge. Since each monitoring center 10 performs the same operation, only one monitoring center 10 is shown in FIG. A plurality of server computers are installed in the server center 20, and databases and the like used by each monitoring center 10 are collectively managed using the plurality of server computers.

  The monitoring center 10 in the present embodiment has a configuration in which an operator terminal 11 and a PBX (Private Branch Exchange) 12 are connected to a LAN (Local Area Network) 13. The LAN 13 is connected to the intranet 1 via the router 14. The monitoring center 10 is additionally provided with, for example, a device for connecting an interphone installed in a car of an elevator, etc. For components not used in the description of the present embodiment, FIG. It is omitted from.

  The operator terminal 11 corresponds to an information terminal device according to the present invention, and is a dedicated terminal device used by an operator corresponding to a call from a customer. A telephone set is associated with the operator terminal 11 and connected. In the present embodiment, the set of the operator terminal and the telephone set will be simply referred to as "operator terminal". Although a plurality of operator terminals 11 are prepared, only one is shown in the drawing because each has the same function. The PBX 12 is connected to a telephone network (not shown), and connects a telephone (outside line) from a customer to the operator terminal 11.

  FIG. 2 is a hardware configuration diagram of the operator terminal 11 in the present embodiment. The operator terminal 11 in the present embodiment is equipped with a computer. That is, the operator terminal 11 includes a CPU 31, a ROM 32, a RAM 33, a hard disk drive (HDD) 34, a network interface (IF) 35 provided as communication means, a headset 36, a mouse 37 and a keyboard 38 provided as input means. An input / output controller 40 is connected to the internal bus 41 to connect displays 39 provided as display means.

  Returning to FIG. 1, the operator terminal 11 includes a telephone processing unit 111, a user interface (UI) unit 112, an input receiving unit 113, a display processing control unit 114, an action addition processing unit 115, a report report processing unit 116, and a follow request processing unit. And a control unit 118. Note that components not used in the description of the present embodiment are omitted from FIG. The telephone processing unit 111 performs overall processing using a telephone such as line connection, dialogue processing, and recording processing of the contents of dialogue. The user interface unit 112 is realized by the display 39 and displays various screens. The input receiving unit 113 receives information input from the display screen by the operator. The display processing control unit 114 performs display processing and display control of various screens on the user interface unit 112. In the present embodiment, display control of a failure handling screen including a display area for displaying in chronological order the contents of measures against failures occurring in facilities of a building to be monitored and an input area for the contents of the fault is performed. .

  By the way, information corresponding to each item is collectively displayed on the failure handling screen. The term "project" in the present embodiment refers to a defective event occurring in a customer's building facility. In the present embodiment, the item is identified by what building a malfunction event (failure) has occurred in which building, that is, the building identified by the building number and the failure. In addition, "facility number" is an abbreviation of a building number and means an identification number given to each building. When any response is implemented for the case, action information is generated as a log of the response. In the present embodiment, the “response” and the “action” are used almost synonymously, but the action addition processing unit 115 generates action information corresponding to the response when the operator or the like performs some response. , And registered in the background information storage unit 21.

  The report report processing unit 116 extracts the history information corresponding to the failure occurring in the facility from the history information storage unit 21 and extracts the failure information of the failure occurring in the facility from the failure information storage unit 22. It functions as a transmission means for transmitting to a predetermined destination. In particular, the report report processing unit 116 performs a routine process of transmitting to a predetermined failure management destination when the countermeasure for the failure occurring in the equipment is completed. The follow request processing unit 117 has the same function as a transmission unit as the report report processing unit 116, but the follow request processing unit 117 does not complete the repair of the failure occurring in the facility even if a predetermined time has elapsed. A response process is performed at the time of an abnormality such as requesting recovery support from a failure by transmitting to a predetermined failure support destination by combining the fact that it has not ended.

  The control unit 118 performs overall control of the operator terminal 11, such as operating in cooperation with the respective components 111 to 117 to cause them to exhibit their functions.

  Each component 111 to 118 in the operator terminal 11 is realized by cooperative operation of a computer mounted on the operator terminal 11 and a program operated by the CPU 31 mounted on the computer.

  The server center 20 manages the history information storage unit 21 and the failure information storage unit 22 using a plurality of server computers. FIG. 3 is a diagram showing an example of a data configuration of history information stored in the history information storage unit 21 in the present embodiment. The history information is information generated by being collected for each failure (for each case) occurring in the facility of the building, and one or more pieces of action information are associated with the case ID and the machine number. The action information is generated each time some action (action) is performed on the case by the operator or the like as described above, and is additionally registered in the history information of the failure. The action information includes the action date and time when the action was performed, the action type indicating the type of the taken action, the operator ID of the corresponding operator, and the corresponding counterpart when the operator corresponds to a person, the correspondence In the case of the action using a telephone, the other party's telephone number and the recording ID for identifying the recording data in which the contents of the telephone dialogue are recorded are included. In this manner, in the background information storage unit 21, a corresponding log (action information) is generated by the execution of the action, and the action information is treated in chronological order by the action date and time, thereby causing one failure ( It will be accumulated as information (history information) showing the history of the response to the project.

  FIG. 4 is a diagram showing an example of a data configuration of failure information stored in the failure information storage unit 22 in the present embodiment. The failure information is information generated and summarized for each case, and failure content information is associated with the case ID and the machine number. The failure content information includes items of information received by the operator from the failure handling screen as described later, arrival, arrival, cause, and treatment.

  Each of the storage units 21 and 22 is realized by an HDD or a RAM mounted on each server computer of the server center 20.

  Other than that, the server center 20 associates the customer name, the telephone number, information including the contents of the contract, information on the security company that performs security etc. of the customer, etc. Maintain and manage the customer master including the customer's master, the engineer's master including the engineer's information in which the engineer's personal information, the department, and the telephone number etc. ing.

  FIG. 5 is a screen configuration diagram of a failure handling screen displayed on the display 39 of the operator terminal 11 in the present embodiment. The failure handling screen is divided into display areas such as a telephone information area 42, a remote monitoring area 43, a building information area 44, a security information area 45, a facility information area 46, and a failure handling area 47. In the present embodiment, The various information is classified and displayed in the corresponding display area.

  The telephone information area 42 displays telephone information related to incoming and outgoing calls, such as the telephone number of the caller of the telephone and the terminal ID of the operator terminal 11 that has accepted the telephone. The remote monitoring area 43 displays signals and information emitted from a building to be remotely monitored. The building information area 44 displays information on the customer and the building, such as the address, the location, and the serial number of the customer of the contract destination identified by the interaction with the customer. In the security information area 45, information on the security company with which the customer has a contract, such as a security company name, a telephone number, and a security time zone, is displayed. The equipment information area 46 displays information about equipment to be monitored by the customer and the contents of the contract.

  Then, in the failure handling area 47, information related to the failure in the case is inputted and displayed. An example of the layout configuration of the failure handling area 47 is shown in FIG.

  The failure handling area 47 includes a handling history display area 51 and a failure content input area 52. Although information related to each failure (case) occurring in the building is displayed on the failure handling screen, history information of the case accumulated in the history information storage unit 21 is displayed in the handling history display area 51. Are extracted, and action information included in the history information is listed in chronological order.

  The failure content input area 52 is an area for the operator to input information on the content of the failure. In the present embodiment, items to be input are divided into areas of reception, arrival, cause and treatment, and are input.

  In the present embodiment, history information is displayed in the correspondence history display area 51 of the failure handling screen, and the trouble content input area 52 is provided on the same screen as the screen displaying the history information while referring to the history information. It is possible to input the content of the failure, in particular the procedure until the failure is repaired, or add information. Hereinafter, an operation in the operator terminal 11 until each information is displayed on the failure handling screen will be described.

  The operator logs in to the monitoring system and the PBX 12 by inputting the operator ID and password from the operator terminal 11, and starts work. Then, when the operator receives a call from a customer, the telephone processing unit 111 starts recording the contents of the dialogue between the operator and the customer. When the telephone line is disconnected, the telephone processing unit 111 causes the server center 20 to hold and manage the recording data. Further, the telephone processing unit 111 sends the recording ID assigned to the recording data to the operator terminal 11. The action addition processing unit 115 associates the “incoming call” action with the recording data by including the recording ID under the control of the control unit 118 in the action information.

  The operator obtains information for specifying a customer's building (numbering number) by telephone, and inputs information of the customer who has found out from a predetermined search screen (not shown). Then, the display processing control unit 114 causes the user interface unit 112 to display a failure handling screen in accordance with a predetermined operation by the operator. The telephone number of the caller is displayed in the telephone information area 42 of the displayed failure handling screen, and the building information of the customer obtained by searching the customer master based on the customer information is displayed in the building information area 44. Be done.

  Here, it is assumed that a call is received from the customer because a new failure occurs as a defective event in the customer's facilities. In this case, the control unit 118 issues a new case ID. At this time, there is no historical information on the case. Then, the action addition processing unit 115 automatically generates action information whose action type is “reception”. As in this example, the first action information of each case is basically generated by the "receive" action, whereby history information of the case is generated. More specifically, when the operator selects the save button 53, action information of the action is generated. In addition, when the action addition processing unit 115 registers the action information in the history information storage unit 21, the display processing control unit 114 reads out the action information of the case from the history information storage unit 21 and displays it in the correspondence history display area 51.

  Subsequently, when the operator finds out the content of the failure in a dialogue with the customer, the operator inputs the content thus heard into the reception area in the failure content input area 52. The fault content information is also saved in the fault information storage unit 22 when the operator selects the save button 53. Although the storage of the action information and the failure content information has been separately described here, basically, the action information and the failure content information are stored by each operation of the save button 53 by the operator for the “incoming call” action. Registered in parts 21 and 22

  In addition, although the failure may be detected not only by the customer's telephone but also by a telephone issued by the passenger operating the interphone installed in the elevator car, for example, the interphone is a part of the customer's equipment (elevator) Therefore, in the present embodiment, for convenience, it is generically called a telephone from a customer.

  In addition, failures may be detected not only by customer contact but also by remote monitoring and analysis of signals transmitted from a building. In this case, in cooperation with the action addition processing unit 115, the control unit 118 automatically sets the content of the failure obtained by the analysis of the signal in the reception area, and automatically generates the history information.

  As described above, when a new failure telephone call is received, the operator starts repairing the failure. For this purpose, the operator displays a list of engineers registered in the engineer master, identifies an engineer to be in charge, and requests the engineer to dispatch to the site. In this case, the operator calls an engineer, but when making a call, the action addition processing unit 115 automatically generates action information of the “outgoing” action as in the case of an incoming call. The action information generated in this manner is registered in the background information storage unit 21. The telephone processing unit 111 also processes the dialogue between the operator and the engineer in the same manner as the dialogue with the customer.

  By the way, in the case of the telephone response by the operator ("incoming" and "outgoing" actions), the action information is automatically generated as described above, but the other correspondence is performed under the initiative of the operator. For example, an alarm may be set so as not to forget to call the engineer. In this case, the operator selects the add action button 54.

  When the action addition button 54 is selected, the display processing control unit 114 displays a list of actions that can be taken by the operator on another screen according to the instruction from the action addition processing unit 115. The operator selects an action to be performed from the list. Thereby, the action addition processing unit 115 displays a pop-up screen for setting information necessary for executing the selected action, and allows the operator to input. When the operator inputs necessary items from the pop-up screen, the action addition processing unit 115 generates action information based on the content input and set by the operator. As a result, the action information is additionally registered in the history information of the case, and is displayed in the response history display area 51 as described above.

  An engineer visits the site in response to a request from an operator by telephone or email. When arriving at the site, the engineer checks the report contents of the fault from the customer (the contents of the information input from the reception area of the fault contents input area 52), but the report contents from the customer are the actual occurrence points of the fault. And may differ from the content. The engineer informs the operator that it has arrived locally, and at this time, reports to the operator that the content of the report from the customer is different. The operator enters the actual content of the reported fault in the area of arrival in the fault content entry area 52. If the content of the report from the customer is correct, it may be input as "same as reception".

  The engineer also calls the operator by checking the equipment where the failure occurred to find out the cause of the failure. When the operator reports the cause of the failure from the engineer, the operator inputs the content into the cause area in the failure content input area 52.

  Furthermore, the engineer telephones the operator upon taking any action on the failed equipment. When the operator reports the contents of the treatment from the engineer, the operator inputs the contents into the treatment area in the failure content input area 52. In addition, an engineer may contact the cause of the failure and the treatment collectively.

  As described above, when confirming that the equipment has recovered from the failure, the operator selects the response end button 55. In response to the selection operation, the control unit 118 prevents the further addition of the action information by closing the case. In addition, when the case is closed, the report report processing unit 116 acquires the case information of the case from the history information storage unit 21 and the failure information of the case from the failure information storage unit 22. And transmit to a predetermined failure management destination. The fault management site uses it for management tasks such as creating a report based on the sent information.

  In this case, when the response to the failure is completed, it is sent to a predetermined failure management destination, but at other times, for example, when the cause of the failure can be determined, an interim report may be made at a desired timing. You may

  As described above, although history information and failure information are automatically transmitted to a predetermined destination, the operator selects the file output button 56 of the failure handling screen to save the history information and failure information as a file. You may save it to

  By the way, depending on the contents of the failure, it may not be possible to cope with only the engineer who went to the site. That is, when it is detected that the response end button 55 has not been selected even if a predetermined time has elapsed since the history information was newly created, the follow-up request processing unit 117 receives the history information of the case from the history information storage unit 21. Also, it extracts the failure information of the case from the failure information storage unit 22 and extracts it, and transmits it to a predetermined failure support destination. The failure support destination is, for example, an engineer's superior or a support department. At the failure support site, based on the sent information, the engineer is supported to support the repair of the failure.

  As described above, in the present embodiment, the display of information (history information) indicating the process of handling a failure and the input of information (failure information) related to the content of the failure are the same failure handling screen Since the operator can perform the handling operation for failure efficiently. That is, the operator can describe the failure information while referring to the history information, and by referring to the history information, it is possible to supplement the content of the failure information by appending the content of the failure information.

  Further, the response to the failure may not necessarily be all performed by one operator. A call from a customer or engineer may be received by an operator different from the one who received the failure. In the present embodiment, even in such a case, the action (action) for failure is displayed collectively, so even if the operator is to respond to a certain case later, the operator takes action. You can understand the history of

  In addition, since action information and failure content information required for report creation and failure recovery support are grouped into history information and failure information, respectively, it is possible to search each information database as needed. There is no need to collect. In the present embodiment, history information and failure information can be automatically transmitted to a predetermined destination at a desired timing.

  In the present embodiment, as an installation to be monitored, an installation such as an elevator installed in a building is described as an example, but may be used for the purpose of monitoring another installation.

  Reference Signs List 1 intranet, 10 monitoring center, 11 operator terminals, 12 PBX, 13, 23 LAN, 14, 24 routers, 20 server centers, 21 history information storage unit, 22 failure information storage unit, 31 CPU, 32 ROM, 33 RAM, 34 Hard disk drive (HDD), 35 network interface (IF), 36 headset, 37 mouse, 38 keyboard, 39 display, 40 input / output controller, 41 internal bus, 111 telephone processing unit, 112 user interface (UI) unit, 113 input Reception unit, 114 display processing control unit, 115 action addition processing unit, 116 report report processing unit, 117 follow request processing unit, 118 control unit.

Claims (5)

Display means for displaying a screen;
Display control means for controlling the display means to display a screen including a display area for displaying in chronological order the contents of the response to a failure occurring in facilities of the building to be monitored and an input area for the contents of the failure; ,
An information terminal device in a monitoring system characterized by having:   2. The apparatus according to claim 1, further comprising transmission means for acquiring contents of correspondence to a fault displayed in the display area and contents of the fault inputted from the input area and transmitting the contents to a predetermined destination. Information terminal device in monitoring system.   When the repair of the failure occurring in the facility has not been completed even after a predetermined time has elapsed, the transmission means transmits to the predetermined failure support destination together with the fact that the repair is not completed. The information terminal device in the monitoring system according to 2.   The information terminal device in the monitoring system according to claim 2, wherein the transmitting means transmits the information to a predetermined failure management destination when the handling of the failure occurring in the facility is completed. Correspondence information storage means for storing correspondence information indicating contents of correspondence to a failure occurring in facilities of a building to be monitored;
Failure information storage means for storing failure information related to the content of the failure;
An information terminal device;
Have
The information terminal device is
Display means for displaying a screen;
Display means for displaying a screen including a display area for displaying in chronological order the contents of correspondence obtained from the correspondence information corresponding to a failure occurring in the facility and an input area of the failure information corresponding to the failure occurring in the facility Display control means for controlling to display on
A monitoring system characterized by having.