JP2019061381A - Reception system, reception program, and reception method - Google Patents

Abstract

To solve the problem in which in a situation where a visitor can be treated even if a person in charge is not present, it is not reflecting the situation in responding to a visitor to only determine whether a person in charge is present and give notice by changing a person who responds to the visitor to a substitute.SOLUTION: A reception system includes: a storage unit for storing visit reservation information including association of a visitor and a person in charge; an input unit for receiving an input of visit information indicating arrival of the visitor; a notice unit for giving notice by sending the person in charge a message indicating arrival of the visitor and including a response input unit for the person in charge to enter a response on the basis of the input of the visit information and the visit reservation information; and an output unit for outputting a situation of response input from the response input unit.SELECTED DRAWING: Figure 2

Description

  The present invention relates to a reception system that outputs a response input from a person in charge, a reception program, and a reception method.

  2. Description of the Related Art In recent years, there has been an increasing number of cases in which part or all of the reception service when a visitor visits is computerized in the reception service of a company. Specifically, in the part where the person (for example, receptionist etc.) accepts the visitor and takes over the person in charge who is the visitor until now, the visitor accepts the designated input of the visit reception from the terminal screen There are an increasing number of companies that allow IT to perform part of the reception process by automatically notifying the person in charge that the visitor has visited the site.

  The main merit of making IT of such reception work is that it is possible to reduce the time for reception work (for example, the receptionist will not have to interrogate the person in charge, the time and effort to correspond to the visitor extension in each department, etc. can be saved) On the other hand, if all the reception services are converted to IT and unmanned reception, even if the person in charge has left the seat, etc., they can not go to the visitor's reception even if they are notified of the reception reception. However, there was the problem of the response that the visitors were kept waiting.

  With regard to such a problem, for example, Patent Document 1 discloses the presence status on the reception side in cooperation with the presence management system, and dynamically changes the contact and notification according to the presence and absence. A visitor admission management system linked with a management system is disclosed. According to such an invention, when the person in charge is not present, the agent person in charge is notified of the visit, so that the person in charge can be followed and the above-mentioned problems can be dealt with.

JP, 2015-207030, A

  Here, a person in charge of a company owns a portable terminal, and even if he / she is at a place different from the location where he / she is present, there is a need to receive and confirm a visitor's visit notification by the portable terminal. With regard to the needs, there is a situation where the visitor can be treated even if the person in charge is not present. In such a situation, it is determined whether the person in charge is present or not, and the agent's response to the visitor is notified and a notice of visit is notified in accordance with such needs etc. There was a problem that I was not able to follow the response.

  An object of the present invention is to provide a reception system, a reception program, and a reception method for outputting a response input from a person in charge in view of the above problems.

  A reception system according to the present invention includes a storage unit that stores visit reservation information including correspondence between a visitor and a person in charge, an input unit that receives an input of visit information indicating that a visitor has visited, visit information and A notification unit for notifying a person in charge by transmitting a message indicating a visit of a visitor provided with a response input portion for inputting a response to the person in charge based on the visit reservation information, and a response from the response input portion And an output unit that outputs an input status.

  A reception program according to the present invention includes a storage function for storing visit reservation information including correspondence between a visitor and a person in charge on a computer, and an input function for receiving an input of visit information indicating that a visitor has visited, Based on the visit information and visit reservation information, from the notification function of notifying the person in charge by transmitting a message indicating the visit of the visitor having a response input function for the person in charge to input a response, and the response input function And an output function of outputting the status of the response input of

  The reception method according to the present invention stores visit reservation information including correspondence between a visitor and a person in charge, receives an input of visit information indicating that a visitor has visited, and based on the visit information and the visit reservation information, The person in charge is notified by sending a message indicating the visit of the visitor having a response input function for the person in charge to input a response, and the status of the response input from the response input function is output.

  According to the reception system, the reception program, and the reception method of the present invention, the person in charge can input a response to the visit notification of the person in charge, and the status of the response input can be output. The person in charge other than the person in charge or the person in charge of the response can confirm the status of the response input outputted and perform the response follow-up as needed, and the response follow-up can be performed efficiently.

It is a system figure showing the composition of the reception system concerning an embodiment of the invention. It is a block diagram showing functional composition of a reception system concerning an embodiment of the invention. It is a schematic diagram which shows the outline of the reception system which concerns on embodiment of this invention. It is a screen figure showing an example of a screen of a reception system concerning an embodiment of the invention. It is a data conceptual diagram showing an example of data composition of a reception system concerning an embodiment of the invention. It is a table | surface which shows the example of the content of the reception follow of the reception system which concerns on embodiment of this invention. It is a flowchart figure which shows the operation example of the reception system which concerns on embodiment of this invention.

  FIG. 1 is a system diagram showing a system configuration of a reception system according to an embodiment of the present invention.

  As shown in FIG. 1, the reception system 100 includes a server device 200, a terminal device (for person in charge, for visitors) 300, and a terminal device (for reception) 400. The server device 200 is connected to the terminal device 300 and the terminal device 400 via the network 500.

  As long as the reception system 100 includes the terminal device 300 for the person in charge and the terminal device 300 for the visitor, the terminal system 400 may not be provided, and the terminal device for the person in charge and the visitor may directly receive the information. Exchange (for example, communication for notification at the time of a visitor, reception at the time of visit, etc.) may be performed.

  Although one server apparatus 200, one terminal apparatus 300, and one terminal apparatus 400 are shown in FIG. 1 to simplify the description, it goes without saying that more than one may be present.

  In addition, the reception system 100 may cooperate with a schedule management system (not shown) that realizes registration of a schedule including visit reservation and calendar display, and a meeting room management system (not shown) that manages reservation of a meeting room. .

  The server apparatus 200 may be any electronic apparatus as long as it is a computer apparatus capable of processing information for notification, monitoring, determination, generation processing of display information, etc. For example, a personal computer, a server, a mainframe, etc. It may be an electronic device.

  Specifically, the server device 200 may be a processing device in which the entire device is controlled by a processor. The processor is connected to a storage device (storage unit 230) such as a RAM and a hard disk drive, an input / output interface, a communication interface, and the like via a bus. The storage device has a function of storing various processing data and programs necessary for various processing in the control unit 210. An input / output device such as a display, a keyboard, a mouse, and an external storage medium is connected to the input / output interface. A network 500 is connected to the communication interface.

  In addition, the server apparatus 200 does not provide software, hardware, an OS, or the like dedicated to the reception system 100, but the software (a SaaS as software), the platform as a service (Paas), the infrastructure as a service (IaaS) by a cloud server. You may use suitably.

  The terminal device 300 is a terminal device with which a person in charge or a response agent receives a notification from the reception system 100 or operates the reception system 100, and a specific device is a smartphone as illustrated. For example, it may be a portable terminal, a tablet terminal, a PC, and other electronic devices.

  Here, the term “reply agent” refers to a person who instead takes charge of the person in charge, for example, a receptionist who performs reception service together with the reception system 100, and confirms alert notification from the reception system 100. Refer to those who follow the response. In addition to the person in charge of reception, the person in charge of dealing with visitors may take the place of the person in charge instead of the person in charge, such as the person in charge of dealing with the department to which the person in charge belongs. As long as it is a person, it may be any person.

  The terminal device 400 is a terminal device provided near the entrance of a company and operated by the visitor to the reception system when a visitor accepts a visit, and the specific device is limited to the tablet terminal as illustrated. Alternatively, for example, a portable terminal, a smartphone, a PC, or another electronic device may be used.

  The network 500 may be wireless or wired as long as it is an IP network. For example, in the case of wireless communication, the terminal device 300 accesses a wireless LAN access point (not shown) and via the LAN or WAN. It may communicate with the server device 200. The network 500 is not limited to these examples, and may be, for example, a public switched telephone network, Bluetooth (registered trademark) (Bluetooth (registered trademark)), an optical line, an ADSL line, a satellite communication network, or the like.

  Here, the outline of the reception system 100 according to the embodiment of the present invention will be described using FIGS. 3 and 4. FIG. 3 is a view schematically showing an outline of the reception system 100 according to an embodiment of the present invention. In FIG. 3, the terminal device 300a is a terminal device 300 possessed by the person in charge X1, the terminal device 300b is a terminal device 300 possessed by the person in charge X2, and the person in charge 300c is a terminal device 300 possessed by the agent. Moreover, FIG. 4 is a screen figure which shows the example of a screen of the reception system 100 which concerns on one Embodiment of this invention.

  As shown in the upper part of FIG. 3, as an example, when receiving the input of the reception of the visit from the visitor, the reception system 100 notifies the terminal device 300 owned by the person in charge of a message indicating the visit of the visitor. The message is notified to the person in charge using a chat function provided in the reception system 100 or a chat system in cooperation with the reception system 100.

  Here, the “chat function provided in the reception system” specifically refers to real time through the network 500 realized by the display input unit 351, the display output unit 341, and the communication unit 320 of the terminal device 300 of the reception system 100. A character-based conversation function.

  Here, an example of receiving the input of the visit reception from the visitor will be described using FIG. 4. As shown in FIG. 4A, in the display output unit 441 of the terminal device 400, the reception system 100 "inputs the reception code", "searches the name of the person in charge", and "here in the interview" , "If you are an investor," "General receptionist", "Dedicated to delivery company", etc., you can display the input buttons of the reception desk that matches the visitor's situation. In this example, an example of inputting a visit acceptance is shown by inputting the acceptance code when the "enter acceptance code" button is pressed.

  As shown in FIG. 4B, when the “input reception code” button is input, the display output unit 441 of the terminal device 400 displays a screen for inputting the reception code. As shown in FIG. 4 (b), when the reception code notified to the visitor is input in advance and the execution button (the button shown at the bottom of the horizontal arrow is displayed), the display input unit of the terminal device 400 is displayed. At 451, the input of the acceptance code is accepted.

  As shown in FIG. 4C, when the input of the reception code is received, the visit reservation information linked to the input reception code is extracted from the storage unit 430, and the reservation date and time of the extracted visit reservation information, the purpose of the meeting , And the person in charge is displayed on the display output unit 441. Here, when the user presses the “OK” button below the message displayed at the bottom of the message “I will call the person in charge. Are you sure?”, The display input unit 451 receives the request from the visitor Input is accepted. The above is an example of receiving the input of the visit reception from the visitor.

  Here, the “visit reservation information” is information indicating the content of the visit reservation of the visitor including the correspondence between the visitor and the person in charge, and specifically, the reception as shown in FIG. 5 (a), It consists of a table that includes code, reservation date, company name, visitor, purpose of visit, etc.

  As described above, when the input of the visit reception is received, as shown in the upper part of FIG. 3, the reception system 100 notifies the terminal device 300a and the terminal device 300b of the person in charge of a message indicating the visit of the visitor. In addition, according to the place where the visit was received, for example, when the visit management system which is one of the other systems linked with the reception system 100 described later receives the visit, “□□ of the company enters the building. "If I accepted the visit from the location information of the visitor, or if the company 's □ □ has come near the building." Or, according to the status of the visit reception message content You may change it.

  In the example of FIG. 3, when the person in charge X1 and the person in charge X2 are respectively notified of the message indicating the visit of the visitor, the person in charge X1 is outside the company (in other words, the person in charge X1 is not within the predetermined range) ), The person in charge X2 shows an example in the case of being in the office.

  In the person in charge X1, the reception system 100 acquires position information indicating the current position of the person in charge X1 using a GPS (Global Positioning System) function, a DGPS (Differential GPS) function, and the like that are installed in advance in the terminal device 300a. It is determined whether or not the user is within a predetermined range. Since the person in charge X1 is not located within the predetermined range in the reception system 100 in this example, it is determined that the person in charge X1 is outside the company. Further, as shown in the lower right part of FIG. 3, the person in charge X1 displays “outside” as the “current position” of the person in charge “X1” on the screen displayed on the display output unit 341 of the terminal device 300c. In addition, the reception system 100 may be provided with a GPS function, a DGPS function, etc. by itself.

  Here, the “predetermined range” is a range for determining whether or not the person in charge is in the company. Specifically, for example, when “5 m radius” is set as a predetermined range from the position of the building where the company installing the reception system 100 is present, it is determined that the person in charge of determination is located within 5 m radius from the position of the building Then, it is determined that the person in charge of determination is in-house. The predetermined range may be set according to the business form of a company, the work form of employees, etc., and the radius may be set as appropriate, such as 5 m or 10 m.

  Similar to the person in charge X1, the person in charge X2 acquires the position information of the person in charge X2 using the GPS function or the like, and determines whether or not the position information is within a predetermined range. Since the person in charge X2 is located within the predetermined range in the reception system 100 in this example, it is determined that the person in charge X2 is in the office. Further, as shown in the lower right part of FIG. 3, “in-house” is displayed as the “current position” of the person in charge X2 “Mr. X2” on the screen displayed on the display output unit 341 of the terminal device 300 c. Ru.

  When it is determined that the person in charge is not within the predetermined range, the reception system 100 follows the follow information so that at least one of the other person in charge associated with the visitor or the person in charge of the person in charge responds. Update.

  Here, in the case of a “visit follow-up”, when a visitor visits, if a person in charge who is the other party of the visitor is unable to respond due to various circumstances, another person in charge or a representative of the person concerned Refer to following a visitor in place of the person in charge. Specifically, in the case of follow-up, (1) the relevant person in charge is notified again, or (2) another person in charge is made to follow-up if there are a plurality of people associated with the visitor, (3) The visitor may be followed including the method in any one of (1) to (3) in which the agent agent is made to attend.

  Also, the “follow information” here is a specific one such as (1) to (3) above for another person in charge or a person in charge of the agency to follow the visitor in place of the person in charge. The content of the follow is indicated, and the processing request for the indicated follow to each functional unit is information indicated.

  In this example, since it is determined that the person in charge X1 is outside the company, the person in charge X2 who is the other person in charge or the person in charge of the response will follow up the response. As a result, the "NG" button is pressed, and the person in charge X2 is determined as the "NG state" as the response state. In such a case, the reception system 100 may determine the response statuses of the person in charge X1 and the person in charge X2 in a combined manner, and finally update the follow information so as to follow and follow the person in charge of the person in charge.

  Here, “response input” means that the person in charge inputs a response to the notification from the reception system 100. For example, can the person in charge who receives the notification from the notification unit 311 respond to the visit of the visitor? It may be an input specifying whether or not.

  Further, the follow information is specifically emphasized, for example, as an alert output urging the follow-up to the display output unit 341 of the terminal device 300c, such as "Please guide to the meeting room instead of the person in charge!" It is updated so that a display request for pop-up display such as “Please show me the meeting room instead of the ATTENTION !! representative” is displayed.

  Then, as illustrated in the display output unit 341 of the terminal device 300c in FIG. 3, the reception system 100 outputs an alert for prompting follow-up according to the updated follow information in response to the display request.

  The reception system 100 has (1) position information of the person in charge (in-house or outside, etc.), and (2) contents of response input from the person in charge (“OK” or “NG”) by having the above configuration. And alert output for prompt follow-up according to the status of the person in charge indicated in the status (“not entered” or “entered”), and therefore a notification for useless follow-up (eg, NG status It is possible to reduce the number of re-notifications to the person in charge), and to encourage the response agent to follow up the response according to the situation of the person in charge. can do.

(Functional configuration)
FIG. 2 is a diagram showing an example of a functional configuration of a reception system according to an embodiment of the present invention. As shown in FIG. 2, the reception system 100 includes a server device 200, a terminal device 300 for a person in charge, a terminal device 300 for a visitor, and a terminal device 400 for reception.

  As illustrated in FIG. 2, the reception system 100 receives a storage unit 230 that stores visit reservation information including an association between a visitor and a person in charge, and an input unit 450 that receives an input of reception of a visit by a visitor. A notification unit 411 for notifying a person in charge by transmitting a message indicating the visit of a visitor provided with a response input unit for inputting a response to the person in charge based on the input of the reception of visit and the visit reservation information; And an output unit 340 for outputting the status of the response input from the input unit. With such a configuration, it is possible to check the situation of the response input outputted by the person in charge other than the person in charge and the person in charge of the person in charge, and follow the person's response as necessary, efficiently and accurately. You can

  As shown in FIG. 2, the server apparatus 200 includes a control unit 210, a communication unit 220, and a storage unit 230.

  The control unit 210 is a processor that includes a notification unit 211, a monitoring unit 212, a determination unit 213, and an acquisition unit 214, and has a function of controlling each functional unit of the server device 200.

  As an example, control unit 210 performs arithmetic processing based on the processing request from each functional unit of terminal device 300, terminal device 400 or server device 200, and various kinds of visit reservation information and the like stored in storage unit 230. Refers to information, and performs update or deletion processing.

  The control unit 210 may generate output information for outputting the processing result in the terminal device 300 and the terminal device 400. In this case, the generated output information is transmitted to the terminal device 300 or the terminal device 400 via the communication unit 220 and the network 500.

  The notification unit 211 transmits a message to the terminal device 300 or the like for the person in charge or the visitor based on the input content received by the input unit 450 or a notification from another system that cooperates with the reception system 100. Have a function to

  Specifically, the notification unit 211 instructs the person in charge based on the received input of the reception of the visit and the visit reservation information, a message indicating a visit of a visitor provided with a response input unit for the person in charge to input a response. Notify by sending.

  Further, as another example, specifically, the notification unit 211 includes a response input unit for the person in charge to input a response to the person in charge based on a notification from another system that cooperates with the reception system 100. The notification may be made by transmitting a message indicating the visit of the visitor. Specifically, for example, the “other system linked to the reception system 100” is provided with an entrance gate device at the entrance of a building, and a schedule for managing the entrance management system for managing the entrance of visitors and the schedule of the person in charge Management system etc.

  The reception system 100 receives, for example, a notification that the visitor has entered from the entrance management system, and the notification unit 211 detects that the visitor has entered the building based on the notification, and for the person in charge A message indicating the visit may be transmitted to the terminal device 300 in advance. Note that, as another example, the reception system 100 itself may have the configuration (the entrance management function, the entrance gate device, and the like) of the entrance management system instead of another system. With such a configuration, it is possible to notify the person in charge of the visit before the visitor inputs the visit acceptance, and it is possible to reduce a situation where the visitor is kept waiting for a long time.

  Here, the “response input unit” is a functional unit that the person in charge inputs to return a response to the message indicating the notified visit, and specifically, as shown at the top of FIG. "OK" button or "NG" button etc. included in the message. Although the example shown in FIG. 3 shows an example in which both the "OK" button and the "NG" button are provided, only the "OK" button is provided, and the response from the person in charge is only the response of ACK (ACKnowledgement). It may be The contents and status of the response input to the response input unit may be stored in the storage unit 330 as visit reservation information, or to be stored as visit reservation information stored in the storage unit 230 of the server device 200. It may be transmitted from the terminal device 300 to the server device 200 via the network 500.

  In addition, based on the response history information, the notification unit 211 determines that the ratio of the visit reservation that has not been received even if the second predetermined time is exceeded from the time when the input of the visitor reception is received exceeds the predetermined ratio. In this case, notification may be made by transmitting in advance a message indicating the visit of the visitor based on the date and time of reservation of the visit reservation information.

  Here, “response history information” refers to the content and status of response input for each person in charge (for example, at which timing) the monitoring unit 212 stores the content and status of the response input for each person in charge for a predetermined period of time Information indicating the history of “OK” or “NG”, etc. As shown in FIG. 5 (b), the response history information includes, for example, the tabulated results of the contents and status of the response input (for example, the number of times the NG button is continuously pressed and the average time from notification to response input Etc.) may be included.

  Here, the “predetermined period” refers to a preset period for accumulating and storing the status and contents of response input, and the period is an operation such as the storage capacity of the storage unit 230 of the reception system 100. If it is an environment or a cloud service is to be used, it may be appropriately set according to the usage form of the service, the business form of a company, and the like.

  Here, the “second predetermined time” refers to a time set as a time that allows a visitor to wait at the reception desk. The second predetermined time may be set as appropriate for each company or business, for example, 10 minutes, 15 minutes, etc. Generally, a person does not feel uncomfortable even if he / she waits until reception completion You can set the time.

  The second predetermined time is, in other words, a time set by adding a time until the follow-up to the first predetermined time.

  Here, the “predetermined ratio” refers to a person who needs a large number of visit reservations that have not been accepted even if the second predetermined time has passed from the time when the input of the visit acceptance of the visitor is accepted, and a person who needs follow-up For example, if the denominator is the number of visit reservations accepted for each person in charge, and the numerator is the number of visit reservations that have not been accepted even if the second predetermined time is exceeded , An acceptable ratio to the calculated ratio (hereinafter referred to as "wait-to-wait ratio"). The setting of the allowable ratio as the predetermined ratio may be set according to the business form of the company and the form of the reception service, and for example, 70% and 80% may be set.

  Also, as another example, the notification unit 211 determines, based on the response history information, when the average value of the time for which the visitor is kept waiting (hereinafter referred to as “average wait time”) exceeds the predetermined average time. In this case, notification may be made by transmitting a message indicating the visit of the visitor in advance based on the date and time of reservation of the visit reservation information.

  With the configuration as described above, the notification unit 211 sends a visit message to the person in charge who has kept the visitor chronically waiting, even if the visit reception date is approaching, even if the visit acceptance is not input. By notifying the user, it is possible to make the visitor go to the reception without waiting, and to provide a reception service that reduces the unpleasant feeling when the visitor is kept waiting.

  The monitoring unit 212 has a function of monitoring the contents and status of the input of the input unit and the response input unit. Specifically, the monitoring unit 212 monitors the content and status of the response input, and generates monitoring information based on the result of the monitoring. More specifically, for example, periodically or event-driven, the monitoring unit 212 refers to the contents and status of the response input for each person in charge stored in the storage unit 230, and if there is a change point, monitoring information as appropriate It may register together with the change timing concerned.

  Here, the "monitoring information" is information indicating the result of monitoring the contents and status of the input of the input unit or the response input unit by the monitoring unit, and for example, at which timing the response was input for each person in charge It is the information in which the record of monitoring contents, such as such response contents, is shown.

  Also, as another example, the monitoring unit 212 visits the time based on the position information of the person in charge acquired by the acquisition unit 214, the visit reservation information, the visit information, the visit information, etc. (hereinafter referred to as "location information etc.") Or you may monitor the behavior of the person in charge at the time of visit. Specifically, the monitoring unit 212 may periodically record position information and the like as monitoring information, and store the result of the recording in the storage unit 230 as action log information for each person in charge. With this configuration, the monitoring unit 212 can support grasping of the behavior of the person in charge.

  Here, “visit information” is information indicating that the person in charge has visited another company or the like. The visit information may include the company name of the person in charge of visit, the name of the person in charge of the visit destination, the purpose of visit, the date and time of visit, and the like. The visit information may be generated by acquiring schedule information to be managed from schedule management information which is one of other systems cooperating with the reception system 100.

  Furthermore, the monitoring unit 212 may statistically analyze the action log information, graph the analyzed information, and output the result as a behavior analysis report from the display output unit 341. Further, the sales may be predicted from the action of the person in charge by performing regression analysis using the position information etc. shown in the action log as an explanatory variable and the sales value for each person in charge as an objective variable. The predicted result may be output from the display output unit 341 as a correlation analysis report of behavior and sales.

  The determination unit 213 has a function of performing determination regarding the response follow-up based on various information. Specifically, based on the monitoring information generated by the monitoring unit 212, the determining unit 213 determines whether or not it is necessary to follow the visitor, and generates the follow information based on the result of the determination. The determination unit 213 stores the generated follow information in the storage unit 230. With such a configuration, when the person in charge is notified of the visit with the contents and situation of the person in charge's response input, it can be based on whether or not the person can answer in the first place, etc. can do.

  More specifically, the determination unit 213 (1) a method for re-notifying a person who has not entered a response when the person in charge has not entered a response for the first predetermined time, (2) all the persons in charge (3) Some of the person in charge responds to the method of making the response agent follow you, but you can not respond to the visitor's visit. If you select the following items (1) to (3) for the remaining person in charge or how to make the person in charge respond Good.

  Here, an example of the content of the follow determined by the determination unit 213 will be described with reference to FIG. FIG. 6 is a table showing an example of the content of the response follow according to the notification / response status of the reception system in one embodiment of the present invention.

  As shown in FIG. 6A, the determination unit 213 determines the follow content as shown in "content of follow information" according to the "current position", "notification state", and "response state" for each person in charge. You may Needless to say, the present invention is not limited to the example of FIG. 6 (a), and it is needless to say that the follow content may be set appropriately according to the "current position", "notification state", and "response state" for each person in charge. .

  Further, as shown in FIG. 6B, when there are a plurality of persons in charge associated with the visitor, the determination unit 213 makes a composite according to the “current position” and the “response state” for each person in charge. The follow content may be determined as shown in “Contents of follow information”. Needless to say, the present invention is not limited to the example shown in FIG. 6 (b), and it is needless to say that the follow content may be set appropriately in accordance with the "current position" and the "response state" of each person in charge.

  Here, the “first predetermined time” refers to a time set as an allowable time from the notification of the message indicating the visit of the visitor to the person in charge to the response of the person in charge to the visit of the visitor. In addition, the first predetermined time may be set appropriately for each company or business, for example, 5 minutes, 10 minutes, etc. Generally, a person waits for the time until the person in charge goes to the reception. You can set a time that does not make you feel uncomfortable.

  In other words, the first predetermined time is a time set to be shorter than the time from the time when the visitor is allowed to wait at the reception to the time when the response follow starts.

  With the configuration as described above, for example, when all the persons in charge can not respond, the determination unit 213 can urge the person in charge to follow the person in charge, depending on the situation of the person in charge. You can follow up more carefully.

  In addition, as an example, the determination unit 213 determines whether or not the person in charge is within the predetermined range based on the position information of the person in charge, and determines that the person in charge is not within the predetermined range. The follow information may be updated such that at least one of another person in charge and a person in charge of the person in charge associated with the visitor follow-up. With such a configuration in the determination unit 213, for example, in a situation where the person in charge is outside the company, the person in charge can not be notified again, etc., and another person in charge or person in charge can be prevented. Since the agent can decide to follow up, it is possible to efficiently provide the reception service.

  In addition, as an example, determination unit 213 determines the “state” of each visit reservation as “accepted completion” in response to the input of completion of acceptance from the person in charge or the reception agent accepted by input unit 350, and the visit reservation is Information may be updated.

  The acquisition unit 214 has a function of acquiring various information from an external system or another device. Specifically, the acquisition unit 214 may acquire, for example, position information indicating the current position of the visitor or the person in charge. In the acquisition of the position information, the acquisition unit 214 may acquire the position information from, for example, a GPS function or the like provided in the terminal device 300 owned by the visitor or the person in charge.

  The communication unit 220 has a function of executing communication with the terminal device 300 and the terminal device 400 via the network 500 according to the control of the control unit 210. The communication may be wired or wireless, and any communication protocol may be used as long as mutual communication can be performed. Specifically, the communication unit 220 transmits, for example, output information to be output to the terminal device 300 or the terminal device 400, or receives input information input from the terminal device 300 or the terminal device 400.

  The storage unit 230 has a function of storing various programs, data, parameters, and the like necessary when the server apparatus 200 operates under the control of the control unit 210. Specifically, the storage unit 230 stores visit reservation information, response history information, follow information, action log information, output information, input information, and the like. Specifically, the storage unit 230 is, for example, a main storage device configured of a ROM and a RAM, an auxiliary storage device configured of a non-volatile memory, an HDD (Hard Disc Drive), an SSD (Solid State Drive), and a flash. It is comprised by various recording media, such as memory.

  The input unit 240 has a function of receiving an input of visit information indicating that a visit has been made, under the control of the control unit 210. Specifically, the input unit 240 receives (1) the input of the reception of the visit by the visitor, (2) receives the message indicating the visit from the notification unit 311 of the terminal device 30 of the visitor, or (3 And 2.) receiving an input of the visit information by receiving a message indicating the visit of the visitor from another system that cooperates.

  Here, “visit information” is information indicating that a visitor has visited. The visit information may be generated from input information accepted by the input unit 240 or information included in a message indicating a visit to be received. The visit information may be, for example, the visitor's name, the company name of the visitor, the date and time of reception of the visit, and the location information at which the visit was accepted (for example, did the visit be accepted by the location information of the visitor or the visit gate apparatus accept the visit? Alternatively, it may be configured to include information (such as information indicating whether a visit has been accepted by the terminal device 400 for acceptance). The visit information may be configured as part of the visit reservation information.

  As shown in FIG. 2, the terminal device 300 includes a control unit 310, a communication unit 320, a storage unit 330, an output unit 340, and an input unit 350.

  The control unit 310 is a processor having a function of controlling each functional unit of the terminal device 300. Specifically, for example, the control unit 310 causes the storage unit 330 to store output information transmitted from the server device 200, and causes the output unit 340 to output the output information.

  As an example, control unit 310 performs arithmetic processing based on a processing request from terminal device 400 or server device 200, and refers to, or updates or deletes, various information such as visit reservation information stored in storage unit 330. Etc. may be performed.

  Similar to the control unit 210, the control unit 310 may include a notification unit 311, a monitoring unit 312, a determination unit 313, and an acquisition unit 314. The function of each functional unit is the same as that of the control unit 210, and thus the description thereof is omitted. However, in addition to the configuration of the notification unit 211, an additional configuration of the notification unit 311 will be described.

  For example, when the terminal device 300 of the reception system 100 is used for a visitor, the notification unit 311 may have a function of notifying the person in charge of the visit of the visitor. Specifically, for example, when the visitor passes through the entrance gate apparatus included in the entrance management system or the like which is another system to which the visitor cooperates (1), the notification unit 311 or the (2) visit When entering the predetermined range based on the position of the building where the planned company is present, a message indicating the visit of the visitor may be transmitted to the reception system 100 via the communication unit 320 and the network 500.

  The notification unit 311 may use near field communication (for example, Bluetooth (registered trademark) (Bluetooth (registered trademark)) or the like) for the notification, and, for example, the terminal device 400 for acceptance The terminal device 300 may be held to perform Bluetooth (registered trademark) communication to notify that it has visited.

  With such a configuration, the notification unit 311 can receive a visit even if the visitor does not input an acceptance code or an operation button to the terminal device 400. Can be provided. In addition, since the person in charge can grasp the visit before the visitor arrives at the reception of the company (the installation place of the terminal device 400 for reception, etc.), it is possible to respond efficiently.

  The communication unit 320 has a function of executing communication with the server device 200 or the terminal device 400 via the network 500 under the control of the control unit 310. The communication may be wired or wireless, and any communication protocol may be used as long as mutual communication can be performed. Specifically, for example, the communication unit 320 may receive the output information transmitted from the server device 200 according to the control of the control unit 310, or may transmit the input information to be transmitted to the server device 200. Good.

  The storage unit 330 has a function of storing various programs, data, parameters, and the like necessary when the terminal device 300 operates under the control of the control unit 310. Specifically, the storage unit 330 stores, for example, visit reservation information, response history information, follow information, action log information, monitoring information, input information, output information, and the like. Specifically, the storage unit 330 is configured of, for example, a main storage device configured of a ROM and a RAM, an auxiliary storage device configured of a non-volatile memory, etc., and various recording media such as an HDD, an SSD, and a flash memory. .

  The output unit 340 includes a display output unit 341 and an audio output unit 342, and has a function of outputting various types of information to the terminal device 300 according to the control of the control unit 310. Specifically, the output unit 340 outputs the status of the response input from the response input unit ("not input" or "input completed" or the like).

  In addition, the output unit 340 may output an alert for prompting a response follow-up based on the follow information.

  The display output unit 341 has a function of displaying output information and the like transmitted from the server device 200 according to the control of the control unit 310. Specifically, the display output unit 341 may use, for example, a liquid crystal display (LCD) display, a light emitting diode (LED) display, an organic light emitting diode (OLED) display, or the like provided in the terminal device 300.

  The display screen of the display output unit 341 is, for example, a general data format that can be displayed on the terminal device 300, such as markup language such as HTML (Hyper Text Markup Language), bitmap data, or compressed image data. It should be generated by

  Here, “output information” refers to information to be output to the output unit 340. Specifically, (1) display screen information for notifying a person in charge of a visit message as shown in the upper part of FIG. Voice output information, (2) Display screen information showing the contents and status of the contents of the visit reservation and the response input as shown in the lower right part of FIG. 3, (3) Display screen information of the visit acceptance as shown in FIG. Say. The output information is generated by the control unit of each device based on the processing result of each functional unit.

  The audio output unit 342 has a function of outputting audio according to the control of the control unit 310. Specifically, the audio output unit 342 may output audio using, for example, a speaker incorporated in the terminal device 300. Specifically, for example, the voice output unit 342 may voice-output the content displayed by the display output unit 341 so as to notify the person in charge or the handling agent by voice.

  The input unit 350 has a function of receiving an input from a person in charge or a person in charge of response according to the control of the control unit 310. Specifically, the input unit 350 may receive, for example, an input of reception completion from the person in charge or the person in charge of the handling.

  The display input unit 351 has a function of receiving an operation input from a person in charge or a handling agent under control of the control unit 310. Specifically, the display input unit 351 is realized by a soft key such as a touch panel or a hard key. The display input unit 351 may receive a response input as a response input unit of a message indicating a visit output by the display output unit 341. The display input unit 351 generates input information based on the received input result according to the control of the control unit 310, and transmits the input information to the server device 200 via the communication unit 320.

  Here, “input information” refers to information indicating the display information displayed on the display output unit 341 and the received input result.

  The voice input unit 352 has a function of receiving and receiving the voice of the person in charge under the control of the control unit 310. Specifically, the voice input unit 352 may input voice using, for example, a microphone incorporated in the terminal device 300. Specifically, the voice input unit 352 may, for example, input the content displayed and input by the display input unit 351 by voice.

  As shown in FIG. 2, the terminal device 400 includes a control unit 410, a communication unit 420, a storage unit 430, an output unit 440, and an input unit 450. The terminal device 400 will not be described because it has the same configuration as the terminal device 300, but in addition to the same configuration as the terminal device 300, only the input unit 450 and the display input unit 351 will be described as a different configuration.

  The input unit 450 has a function of receiving an input of visit information indicating that a visit has been made according to the control of the control unit 410. Specifically, the input unit 450 receives (1) the input of the reception of the visit by the visitor, (2) receives the message indicating the visit from the notification unit 311 of the terminal device 300 of the visitor, or (3 And 2.) receiving an input of the visit information by receiving a message indicating the visit of the visitor from another linked system.

  As an example, the display input unit 451 has a pop-up display or an operation input button for call request or call notification for a call system (not shown) linked to the reception system 100, and can be used for the call system used by the person in charge. You may cooperate.

(Data configuration)
An exemplary data configuration of the reception system 100 according to an embodiment of the present invention will be described with reference to FIG. FIG. 5 is an example of a data conceptual diagram of (a) visit reservation information and follow information, (b) response history information of the reception system 100 according to an embodiment of the present invention.

  As shown in FIG. 5A, the visit reservation information includes “visit reservation ID” that uniquely identifies a visit reservation, “reception code” that is input and identified at the time of input of the visit reception, and visit reservation information is registered. "Registration date" indicating date and time, "reservation date and time" indicating date and time of visit reservation, "company name" indicating company name of visitor, "visitor" indicating visitor, and "operation button of corresponding reception screen" "Type of button", "status of reception" indicating the status of reception to visitors, "status" indicating the status of reception, "number of visitors" indicating the number of visitors, "person in charge" indicating the person in charge, conference room used "Conference room" showing the, "visiting purpose" showing the visiting purpose of the visitor, "current position" showing the current position of the person in charge, "notice / response state" showing the contents and status of the notification / response input of the person in charge And other fields may be included. Further, as shown in FIG. 5A, it may be configured to include fields such as “alert” indicating response follow as (following) the visit reservation information as follow information.

  The response history information is configured to include fields such as “notification / response status” indicating the content and status of the final notification / response input for each person in charge to indicate the history regarding the response of the person in charge in the visit reservation information. It is also good. As shown in FIG. 5 (b), as information not included in the visit reservation information, "NG continuous number of times" indicating the number of times that "NG" (response impossible) for each person in charge is continuously input, the visitor visits "Average wait time" which calculated the average value of "waiting time" from acceptance to completion of reception "previous time" exceeds the second predetermined time with respect to the total number of visit reservations for each person in charge You may comprise including fields, such as a "wait-in rate" which shows the ratio of the frequency | count of the reservation which kept waiting.

(Operation example)
An operation example of the reception system 100 according to an embodiment of the present invention will be described with reference to FIG. FIG. 6 is a flowchart showing an operation example of the reception system 100 according to an embodiment of the present invention.

The storage unit 230 stores visit reservation information including the correspondence between the visitor and the person in charge (step S11).
In addition, the storage unit 230 stores, as response history information, a result of monitoring the contents and status of the response input for each person in charge for a predetermined period (step S12).

  Based on the response history information stored in the storage unit 230, the notification unit 211 indicates the percentage of the visit reservation that has not been accepted even if the second predetermined time is exceeded from the time when the input of the visit acceptance of the visitor is accepted. It is determined whether or not the ratio exceeds the predetermined ratio (step S13), and if the ratio of the visit reservation exceeds the predetermined ratio (YES in step S13), based on the date and time of reservation of the visit reservation information, , And sends a message indicating the visit of the visitor (step S14).

  If the rate of the visit reservation does not exceed the predetermined rate (NO in step S13), the notification unit 211 does not notify at this timing, and waits until the input of the visit acceptance of the visitor is received. The input unit 450 or the input unit 240 receives an input of visit information indicating that the visitor has visited (step S15). When the input unit 450 or the input unit 240 receives the input, the input unit 450 notifies the notification unit 211 of the server device 200 that the input has been received through the communication unit 420, the network 500, and the like.

  When notified that the input has been received, the notification unit 211 searches for and extracts the corresponding visit reservation information based on the received visit information. The notification unit 211 transmits, to the person in charge, a message indicating a visit of a visitor having a response input unit for inputting a response based on the received input of the reception of visit and the extracted visit reservation information. To notify (step S16).

  The output unit 340 outputs the status of the response input of the response input unit included in the message indicating the visit notified by the person in charge (step S17).

  It is to be noted that any combination of the above-described components, and any conversion of the expression of the present invention among methods, apparatuses, systems, computer programs, data structures, recording media, and the like are also effective as aspects of the present invention.

  Each functional unit of server apparatus 200 and terminal apparatus 300 may be realized by a logic circuit (hardware) or a dedicated circuit formed in an integrated circuit (IC (Integrated Circuit) chip, LSI (Large Scale Integration)) or the like. And may be realized by software using a central processing unit (CPU) and a memory. Further, each functional unit may be realized by one or more integrated circuits, and the functions of the plurality of functional units may be realized by one integrated circuit. An LSI may be called a VLSI, a super LSI, an ultra LSI, or the like depending on the degree of integration. Here, the "circuit" may include digital processing by a computer, that is, meaning as functional processing by software. In addition, the circuit may be realized by a reconfigurable circuit (for example, an FPGA: Field Programmable Gate Away).

  When each function unit of the server device 200 and the terminal device 300 is realized by software, the server device 200 and the terminal device 300 execute a command of a reception program that is software that realizes each function, the reception program, and various data. Includes a ROM (Read Only Memory) or a storage device (these are referred to as a "recording medium") recorded readable by a computer (or CPU), a RAM (Random Access Memory) for expanding the reception program, etc. . Then, the object of the present invention is achieved by the computer (or CPU) reading the reception program from the recording medium and executing it. As the recording medium, a “non-transitory tangible medium”, for example, a tape, a disk, a card, a semiconductor memory, a programmable logic circuit or the like can be used. Further, the reception program may be supplied to the computer via any transmission medium (communication network, broadcast wave, etc.) capable of transmitting the reception program. The present invention can also be realized in the form of a data signal embedded in a carrier wave, in which the reception program is embodied by electronic transmission.

  The reception program can be implemented using, for example, a script language such as ActionScript or JavaScript (registered trademark), an object-oriented programming language such as Objective-C or Java (registered trademark), or a markup language such as HTML5.

100 reception system 200 server device 210 control unit 211 notification unit 212 monitoring unit 213 determination unit 214 acquisition unit 220 communication unit 230 storage unit 240 input unit 300 terminal device 310 control unit 311 notification unit 312 monitoring unit 313 determination unit 314 acquisition unit 320 communication unit Unit 330 Storage unit 340 Output unit 341 Display output unit 342 Voice output unit 350 Input unit 351 Display input unit 352 Voice input unit 400 Terminal device 410 Control unit 420 Communication unit 430 Storage unit 440 Output unit 441 Display output unit 442 Voice output unit 450 Input unit 451 Display input unit 452 Voice input unit 500 Network

According to the reception system, the reception program, and the reception method of the present invention, the person in charge can input a response to the visit notification of the person in charge, and the status of the response input can be output. The person in charge other than the person in charge or the person in charge of the response can confirm the status of the response input outputted and perform the response follow-up as needed, and the response follow-up can be performed efficiently. In addition, based on the response history information, the number of visit reservations that have not been accepted even if the second predetermined time has passed from the time of accepting the visitor's visit acceptance input, the number of visit reservations received by the person in charge If a predetermined percentage of the predetermined number of times is exceeded, a message indicating the visit of the visitor is transmitted to the person in charge based on the date and time of reservation of the visit reservation information in advance, without waiting for the visitor It can be made to respond and can reduce unpleasant feelings when waiting for visitors.

Furthermore, the notification unit 211 determines , by the person in charge, the number of visit reservations that have not been accepted even if the second predetermined time is exceeded from the time when the input of the visit acceptance of the visitor is accepted based on the response history information. If a predetermined percentage of the predetermined number of visit reservations accepted is exceeded, notification may be made by transmitting in advance a message indicating visits by visitors based on the date and time of reservation of the visit reservation information. .

Claims (7)

A storage unit that stores visit reservation information including correspondence between a visitor and a person in charge;
An input unit that receives an input of visit information indicating that the visitor has visited;
A notification unit for notifying the person in charge by transmitting a message indicating the visit of the visitor including a response input unit for the person in charge to input a response based on the visit information and the visit reservation information When,
An output unit that outputs the status of the response input from the response input unit; The response input is an input for specifying whether the person in charge notified from the notification unit can respond to the visit of the visitor,
A monitoring unit that monitors the contents and status of the response input and generates monitoring information based on the result of the monitoring;
And a determination unit that determines whether it is necessary to follow the visitor based on the monitoring information, and generates follow information based on the result of the determination.
The output unit outputs an alert for prompting the response follow based on the follow information.
The reception system according to claim 1, characterized in that In the case of the follow-up, the person in charge is notified again, or when there are a plurality of persons associated with the visitor, another person in charge is made to follow or the agent in charge is made to follow To follow visitors, including any of
When all the persons in charge have responded to the method, the determination unit responds to the method in which the person in charge is not notified for the first predetermined time and the method in which the person in charge is not inputted for the first predetermined time again If it is specified that it can not be done, a method of making the agent in charge follow you, if some of the persons in charge are answering but it can not be answered for the visit of the visitor, the remaining person in charge Selecting the method for making the person or the person in charge of the agent follow-up, and generating the follow information so as to follow the person in charge;
The reception system according to claim 2, characterized in that: An acquisition unit configured to acquire position information indicating the current position of the person in charge;
The determination unit determines whether or not the person in charge is within a predetermined range based on the position information, and determines that the person in charge is not within the predetermined range. Updating the follow information so that at least one of another associated person in charge or a representative person in charge follow-up;
The reception system according to claim 2 or 3, characterized by The storage unit stores, as response history information, a result of the monitoring unit monitoring contents and status of response input for each person in charge for a predetermined period.
The notification unit is configured such that, on the basis of the response history information, the percentage of visit reservations that have not been accepted even if exceeding a second predetermined time from the time when the input of the visit acceptance of the visitor is accepted exceeds the predetermined percentage. In the case where there is, the notification is made by transmitting in advance a message indicating the visit of the visitor based on the date and time of the reservation of the visit reservation information,
The reception system according to any one of claims 1 to 3, characterized in that On the computer
A storage function for storing visit reservation information including correspondence between visitors and persons in charge;
An input function for receiving an input of visit information indicating that the visitor has visited;
A notification function of notifying the person in charge by transmitting a message indicating the visit of the visitor having a response input function for inputting a response to the person on the basis of the visit information and the visit reservation information; ,
A receiving program for realizing an output function of outputting a status of a response input from the response input function. Store visit reservation information including the correspondence between the visitor and the person in charge,
Accept input of visit information indicating that the visitor has visited,
Based on the visit information and the visit reservation information, the person in charge is notified by transmitting a message indicating the visit of the visitor having a response input function for inputting a response by the person in charge;
A receiving method for outputting the status of response input from the response input function.

Images