JP2021118401A - Response method and response system - Google Patents

Abstract

To quickly obtain elevator error information even when talking to an operator cannot be performed.SOLUTION: A response method performed by an automatic response system includes an identification information receiving step (S2) of receiving identification information for identifying an elevator from a user calling terminal, an error information acquisition step (S4) for acquiring error information associated with the received identification information from a storage device, and an information transmission step (S6) of transmitting, to the user calling terminal, voice data based on the acquired error information acquired when the error information has been acquired, and voice data including unoccurred information that no error event has occurred in a target elevator identified by the identification information received when the error information is not acquired.SELECTED DRAWING: Figure 7

Description

The present invention relates to a method of responding to a telephone inquiry from a user regarding a malfunction event that has occurred in an elevator.

Patent Document 1 discloses a relief service system that dispatches a service person to a trouble that occurs in an elevator. When a trouble occurs in an elevator, the elevator administrator or user notifies the occurrence of the trouble, confirms the situation, etc. by calling the call center, for example. As a result, the administrator and the user can obtain information on the trouble (hereinafter referred to as "fault information"), and a worker (for example, the above-mentioned service person) for solving the trouble is dispatched.

JP-A-2007-128299

However, in the event of a disaster such as an earthquake, a large number of elevators will stop at the same time, resulting in an increase in telephone inquiries to the call center, and the operator will not be able to reach the operator for a long period of time. Can occur. When such a situation occurs, the above-mentioned administrator and the user cannot obtain the malfunction information of the elevator.

One aspect of the present invention is to realize a response method or the like that can quickly obtain elevator defect information even when a call cannot be made with an operator.

In order to solve the above problem, the answering method according to the first aspect of the present invention is a call system including a plurality of incoming call terminals for making a call connection with the calling terminal. A response method executed by a response system including a response device that responds to a target calling terminal that is the calling terminal that has transmitted a new call in excess of a predetermined upper limit of the incoming call terminal during the period of time. The identification information receiving step of transmitting the voice prompting the input of the identification information for identifying the elevator to the target calling terminal and receiving the identification information from the target calling terminal in the response device. In the response device, the defect information acquisition that acquires the defect information associated with the received identification information from the storage device that stores the identification information in association with the defect information related to the defect event that has occurred in the elevator. In the step and the response device, when the defect information is acquired, the acquired defect information is acquired, and when the defect information is not acquired, the target elevator identified by the received identification information has a defect event. Includes an information transmission step of transmitting unoccurred information to the effect that has not occurred to the target calling terminal as voice data or text data.

In the event of a disaster such as an earthquake, a large number of elevators will stop at the same time, and as a result, the number of telephone inquiries from elevator users to operators will increase, and operators will be notified over a long period of time. There may be situations where the phone does not connect.

On the other hand, according to the above configuration, the response device transmits the defect information of the elevator identified by the identification information received from the target calling terminal to the target calling terminal as voice data or text data. Therefore, the user of the target calling terminal can quickly obtain the malfunction information of the elevator via the answering device even when the operator of the calling terminal cannot make a call.

In addition, if the elevator defect information or unoccurred information can be obtained, the elevator user or the like can recognize whether or not the elevator management company is aware of the malfunction event. This cannot be recognized unless the operator is called without an automatic response by the response device.

Further, since the answering device automatically answers, even if the predetermined upper limit number of incoming call terminals that can be connected to the calling terminal is reduced, the convenience of elevator users and the like is not impaired. Therefore, the number of incoming call terminals and the number of operators can be suppressed, and the cost of the call system can be reduced.

In the response method according to the second aspect of the present invention, in the first aspect, after the information transmission step, the response device emits a voice prompting the input of defect information regarding the malfunction event that has occurred in the target elevator. The memory of the defect information receiving step of transmitting the defect information to the calling terminal and receiving the defect information from the target calling terminal, and the response device in association with the received defect information and the identification information of the target elevator. It may further include a defect information storage step to be stored in the device.

Immediately after the failure event occurs, the failure information indicating the failure event may not be stored in the storage device yet. Further, as time elapses from the occurrence of the defect event, the defect information stored in the storage device becomes old and may deviate from the current defect event.

On the other hand, according to the above configuration, the defect information received from the target calling terminal is stored in the storage device in association with the identification information of the target elevator. Therefore, the malfunction information of the target elevator that the user of the target calling terminal has seen and heard can be stored in the storage device. As a result, even if the update of the storage device by the elevator management company is delayed and the user of the target calling terminal cannot talk to the operator, the current defect information of the target elevator is stored in the storage device. be able to.

In particular, the opportunity for the elevator management company to know that a malfunction event has occurred in an elevator that is not monitored by the elevator's remote monitoring system has traditionally been a report from an operator who received a telephone call from the user of the calling terminal. rice field. Therefore, when a situation occurs in which the user of the calling terminal does not connect to the operator, the elevator management company misses the above-mentioned opportunity, and as a result, the malfunction information of the corresponding elevator cannot be reflected in the storage device. On the other hand, according to the above configuration, the storage device can be appropriately updated via the answering device even when the operator cannot be connected to the telephone.

In the response method according to the third aspect of the present invention, in the second aspect, the storage device corresponds to the identification information, the defect information, and the storage entity information which is the information indicating the operating entity that stores the defect information. The storage subject information is attached and stored, and at least identifies the answering device, the elevator monitoring system that monitors the elevator, and the incoming call terminal used by the operator who talks with the user of the calling terminal. It may be information to be used.

According to the above configuration, it is possible to specify which is the storage entity of the defect information stored in the storage device.

In the response method according to the fourth aspect of the present invention, in the third aspect, the defect information storage step is based on the storage subject information stored in the storage device in association with the identification information of the target elevator. A determination step for determining whether or not the defect information received in the defect information receiving step can be stored in the storage device is further included, and only when it is determined that the defect information can be stored in the determination step, the received defect information and the target elevator The identification information may be associated with the storage device and stored in the storage device.

According to the above configuration, whether or not the defect information can be overwritten in the storage device is determined based on the storage subject of the stored defect information. Therefore, for example, if the defect information has already been stored by a highly reliable storage entity (for example, an elevator management company), an operation such as preventing overwriting by a low reliability storage entity (for example, the user of the calling terminal) is performed. It can be realized.

In the response method according to the fifth aspect of the present invention, in any one of the first to fourth aspects, the storage device further indicates the identification information and the dispatch status of the worker to the elevator identified by the identification information. The dispatch information is stored in association with the dispatch information. In the defect information acquisition step, the dispatch information associated with the received identification information is further acquired from the storage device, and in the information transmission step, the defect is stored. When the information is acquired, it is preferable to transmit the acquired defect information and the acquired dispatch information to the target calling terminal as voice data or text data.

According to the above configuration, the user of the target calling terminal can obtain dispatch information indicating the dispatch status of the worker together with the malfunction information of the elevator. As a result, the user of the target calling terminal can quickly obtain the dispatch information even when the operator cannot make a call, and can roughly grasp the progress of the work for resolving the malfunction event.

In order to solve the above problem, the answering system according to the sixth aspect of the present invention is a call system including a plurality of incoming call terminals for making a call connection with the calling terminal, in which the incoming call terminal makes a call connection with the calling terminal. A response system including a response device that responds to a target calling terminal, which is the calling terminal, that has transmitted a new call in excess of a predetermined upper limit of the incoming call terminal during the period of the call. The response device includes a storage device that stores the identification information to be identified and the defect information related to the defect event that has occurred in the elevator in association with each other, and the response device transmits a voice prompting the input of the identification information to the target calling terminal. At the same time, an identification information receiving unit that receives the identification information from the target calling terminal, a defect information acquisition unit that acquires the defect information associated with the received identification information from the storage device, and the defect information. When the defect information is acquired, the acquired defect information is acquired, and when the defect information is not acquired, the unoccurred information indicating that the defect event has not occurred in the elevator identified by the received identification information is voiced. It includes an information transmission unit that transmits data or text data to the target calling terminal.

According to the above configuration, the same action and effect as the response method according to the first aspect can be obtained.

The response device according to each aspect of the present invention may be realized by a computer. In this case, the response device is realized by the computer by operating the computer as each part (software element) included in the response device. The control program of the response device and the computer-readable recording medium on which it is recorded also fall within the scope of the present invention.

According to one aspect of the present invention, it is possible to quickly obtain elevator defect information even when the operator cannot be talked to.

It is a schematic diagram which shows an example of the call system which concerns on one Embodiment of this invention. It is a figure which shows the example of a call between a user and an automatic answering system included in the call system shown in FIG. It is a functional block diagram which shows an example of the main part structure of the automatic answering system included in the call system shown in FIG. It is a figure which shows a specific example of the trouble information database and the worker dispatch information database which the storage device shown in FIG. 3 stores. It is a figure which shows one specific example about addition of the defect information to the defect information database shown in FIG. It is a figure which shows one specific example about the overwriting of the defect information stored in the defect information database shown in FIG. It is a flowchart which shows a part about an example of the flow of the automatic response processing executed by the response device shown in FIG. It is a flowchart which shows an example of the flow of the processing after "A" shown in FIG. 7 among the automatic response processing executed by the response apparatus shown in FIG.

Hereinafter, one embodiment of the present invention will be described in detail. In the present embodiment, a call system 1 that provides a service that allows a user to make various inquiries about an elevator by making a call using a call terminal (hereinafter, referred to as a "user call terminal") will be described. The user calling terminal is a mobile terminal or a landline telephone used by the user to make a call, but the present invention is not limited to this example. Further, in the present embodiment, the above inquiry will be described as being an inquiry regarding a malfunction event of the elevator. The malfunction event is, for example, the elevator suspending operation due to the occurrence of a disaster such as an earthquake, but is not limited to this example.

<Overview of call system 1>
FIG. 1 is a schematic diagram showing an example of a call system 1 according to the present embodiment. As shown in FIG. 1, the call system 1 is a user call terminal 2a, 2b, ..., 2n, 2z (calling terminal) (hereinafter, when these are not distinguished, it is simply referred to as "user call terminal 2"). It includes an automatic response system 3 (response system) that can be a connection destination. The automatic answering system 3 is designated by the call center system 20 as a connection destination of the user calling terminal 2. The call center system 20 has a plurality of operator call terminals 10a, 10b, ... 10n (calling terminals) capable of making a call connection with the user call terminal 2 (hereinafter, when these are not distinguished, it is simply referred to as "operator call terminal 10"). Is a conventional call center system including. As shown in FIG. 1, for example, the operator call terminal 10 is provided in a call center of a service operating entity that provides a call center system 20.

When the user call terminal 2 makes a call to the call center system 20 based on the user's operation input, one of the operator call terminals 10 normally receives a call, and the user and the operator call terminal using the user call terminal 2 are called. A call with the operator using 10 is started.

On the other hand, when calls to the operator call terminal 10 are concentrated in the same time zone, such as during a disaster, a situation occurs in which all the operator call terminals 10 are connected to the user call terminal 2 (that is, during a call). Can be done. In this case, as shown in FIG. 1, even if a further user call terminal 2z (target call terminal) makes a call to the call center system 20, it is not connected to any operator call terminal 10. At this time, in the call system 1, for the user call terminal 2z (target call terminal) that cannot be connected to any operator call terminal 10, the call center system 20 automatically switches the connection destination to the automatic answer system 3, and the automatic answer system. 3 accepts inquiries from users. As a result, even if the upper limit of the number of simultaneous connection lines of the call center system 20 (that is, the number of operator call terminals 10 provided in the call center) is exceeded and a call is made from the user call terminal 2, the user makes a call. It is possible to accept inquiries.

(Example of a call with the automatic answering system 3)
FIG. 2 is a diagram showing an example of a call between the user and the automatic answering system 3. FIG. 2 shows two call examples (call examples 91 and 92). In any of the call examples, when the automatic answering system 3 is connected to the user call terminal 2, it transmits voice data prompting the input of identification information for identifying the elevator to the user call terminal 2. As a result, the user call terminal 2 outputs, for example, a voice 81 saying "Please input the identification information of the elevator."

The user who hears the voice 81 inputs the identification information of the elevator to be inquired by operating the operation unit (typically, the numeric keypad) of the user call terminal 2. Hereinafter, the elevator will be referred to as a “target elevator”. The user call terminal 2 transmits the input identification information to the automatic answering system 3. This corresponds to transmitting an inquiry regarding a malfunction event of the target elevator to the automatic response system 3.

The elevator identification information is a character string (typically, a numerical string) that can identify the elevator. The identification information shall be written on a display board attached to, for example, an elevator landing. As a result, the user can know the identification information of the target elevator.

In the automatic response system 3 that has received the identification information, information regarding a malfunction event occurring in the target elevator indicated by the identification information (hereinafter referred to as "fault information") is stored in a storage device (for example, a storage device 5 described later). Determine if it is stored.

The call example 91 is a call example when the defect information is stored. In the call example 91, the user call terminal 2 transmits the identification information "13579" to the automatic answering system 3. In this example, the automatic response system 3 transmits voice data indicating the defect information and the dispatch status of the worker for the defect event indicated by the defect information to the user call terminal 2.

The user call terminal 2 outputs the voice 82 based on the received voice data. The voice 82 includes a malfunction event of the target elevator indicated by the malfunction information and a worker dispatch status for the malfunction event. As an example, the voice 82 includes the fact that the target elevator is suspended due to the occurrence of an earthquake or the like, and that a worker is currently being arranged for the restoration of the operation. By outputting the voice 82, the user can know the details of the malfunction event that occurred in the target elevator and the dispatch status of the worker for the malfunction event.

On the other hand, the call example 92 is a call example in which the defect information of the target elevator is not stored in the storage device. In the call example 92, the user call terminal 2 transmits the identification information "00000" to the automatic answering system 3. In this example, the automatic response system 3 transmits voice data indicating that the failure event has not occurred (hereinafter, referred to as "unoccurred information") to the user call terminal 2.

The user call terminal 2 outputs a voice 83 including ungenerated information based on the received voice data.

The voice 82 includes a content prompting the user to operate the numeric keypad "1" when the user determines that the malfunction event and the dispatch status of the worker do not correspond to the current situation. Further, the voice 83 includes a content that prompts the user to operate the numeric keypad "1" when the user determines that the ungenerated information does not correspond to the current situation. These details will be described later, but as described above, when the user determines that the answer to the inquiry is not in line with the current situation, the automatic response system 3 prompts the user to correct it.

<Main part configuration of call system 1>
FIG. 3 is a block diagram illustrating an example of a configuration of a main part of the call system 1. As shown in FIG. 3, the automatic response system 3 includes a response device 4 and a storage device 5.

The answering device 4 is a device that responds to the user calling terminal 2 that cannot be connected to the operator calling terminal 10. The storage device 5 is a device that stores data used by the response device 4, and can also be expressed as storage. As shown in FIG. 3, the storage device 5 stores the defect information database 5a and the worker dispatch information database 5b.

The operating entity that stores data in the storage device 5 is not limited to the response device 4. For example, a terminal device used by a call center operator and an elevator monitoring system that monitors an elevator may store data in the storage device 5. Further, the management entity of the response device 4 and the storage device 5 is not limited, and is, for example, an elevator manufacturer, a service entity that repairs or maintains the elevator, a service entity that operates the call system 1, and the like. May be good.

The response device 4 includes a control unit 6 and a communication unit 7. The control unit 6 controls each unit of the response device 4 in an integrated manner. The communication unit 7 transmits / receives information to / from the user call terminal 2. Specifically, the communication unit 7 receives various information from the user call terminal 2 and outputs the information to the control unit 6. Further, the communication unit 7 transmits various information acquired from the control unit 6 to the user call terminal 2.

The control unit 6 includes a communication control unit 61, a defect information acquisition unit 62, a response generation unit 63, and a defect information update unit 64.

The communication control unit 61 controls the transmission / reception of information by the communication unit 7. The communication control unit 61 includes a receiving unit 61a (identification information receiving unit) and a transmitting unit 61b (information transmitting unit). The receiving unit 61a outputs various information received from the user call terminal 2 via the communication unit 7 to each unit of the control unit 6. Specifically, the receiving unit 61a outputs the identification information received from the user call terminal 2 to the defect information acquisition unit 62. Further, the receiving unit 61a outputs the update information received from the user call terminal 2 to the defect information update unit 64. Here, the update information is information for updating the defect information, and is transmitted from the user call terminal 2 when the answer to the user's inquiry, that is, the content of the voice based on the voice data does not match the current situation. Information. The transmission unit 61b transmits the voice data of the response to the inquiry from the user generated by the response generation unit 63 to the user call terminal 2 via the communication unit 7.

The defect information acquisition unit 62 reads the defect information corresponding to the identification information acquired from the reception unit 61a from the defect information database 5a. Further, the defect information acquisition unit 62 reads out the worker dispatch information (dispatch information) corresponding to the identification information from the worker dispatch information database 5b. The details of the worker dispatch information will be described later. The defect information acquisition unit 62 outputs the acquired identification information, the read defect information, and the worker dispatch information to the response generation unit 63. If the defect information database 5a does not store the identification information acquired from the receiving unit 61a, the defect information acquisition unit 62 notifies the response generation unit 63 to that effect.

(Details of defect information database 5a and worker dispatch information database 5b)
FIG. 4 is a diagram showing a specific example of the defect information database 5a and the worker dispatch information database 5b. As shown in FIG. 4, each record of the defect information database 5a stores the defect information in association with the storage date and time, the identification information, the storage subject information, and the reliability.

As described above, the defect information is information regarding a defect event occurring in the elevator indicated by the identification information. In the example of FIG. 4, "pause due to earthquake" and "pause due to failure" are described as defect information, but the defect information is not limited to this example.

The storage date and time is information indicating the date and time when the defect information is stored in the defect information database 5a. The storage subject information is information indicating a storage subject in which the defect information is stored in the defect information database 5a.

In the present embodiment, the storage subject is a terminal device and an elevator monitoring system used by each operator of the response device 4, the call center, but the present invention is not limited to this example. Among the storage entities shown in FIG. 4, the "automatic response system" indicates that the storage entity is the response device 4, and the "operator" indicates that the storage entity is a terminal device used by each operator of the call center. , "Elevator monitoring system" indicates that the storage entity is an elevator monitoring system. When the storage subject is a terminal device used by each operator of the call center, the storage subject information may be the name of the operator who has interacted with the user.

The reliability is information indicating the reliability of the storage subject. In this embodiment, as an example, there are three levels of reliability, "high", "medium", and "low", the reliability of the elevator monitoring system is "high", the reliability of the automatic response system is "low", and the operator. The reliability of is assumed to be "medium". That is, the reliability of the defect information stored from the elevator monitoring system is the highest, the reliability of the defect information stored from the operator is the next highest, and the reliability of the defect information stored from the automatic response system 3 is the lowest. And said. The reliability is not limited to three levels.

Although the details will be described later, the storage subject information and the reliability determine whether or not the defect information update unit 64 updates the defect information stored in the defect information database 5a based on the acquired update information. Used when.

Next, the worker dispatch information database 5b will be described. As shown in FIG. 4, in each record of the worker dispatch information database 5b, identification information is stored in association with an arrangement date and time, an arrival date and time, and a restoration completion date and time. The arrangement date and time is the date and time when the worker who is going to solve the malfunction event of the target elevator is arranged. The arrival date and time is the date and time when the worker arrived at the target elevator. The restoration completion date and time is the date and time when the resolution of the malfunction event of the target elevator is completed. The arrangement date and time is input by the operator who arranged the worker as an example. As an example, the arrival date and time and the restoration completion date and time are input by the operator who has been notified of the arrival and restoration completion by the worker. The arrangement date and time, arrival date and time, and restoration completion date and time associated with the identification information are the worker dispatch information. As an example, the worker dispatch information shows different dispatch situations based on whether or not the arrangement date / time, arrival date / time, and restoration completion date / time are stored.

For example, the worker dispatch information associated with the identification information “13579” shown in FIG. 4 does not store the arrangement date / time, the arrival date / time, and the restoration completion date / time. In this case, the worker dispatch information is assumed to indicate the dispatch status of "arranging workers". Further, the worker dispatch information associated with the identification number "67890" shown in FIG. 4 stores the arrangement date and time, and does not store the arrival date and time and the restoration completion date and time. In this case, the worker dispatch information is assumed to indicate the dispatch status that "the worker is in an express". Further, the worker dispatch information associated with the identification number "12345" shown in FIG. 4 stores the arrangement date and time and the arrival date and time, and does not store the restoration completion date and time. In this case, the worker dispatch information is assumed to indicate the dispatch status that "the worker is working at the site".

Further, the worker dispatch information associated with the identification number "24680" shown in FIG. 4 stores the arrangement date and time, the arrival date and time, and the restoration completion date and time. In this case, the worker dispatch information indicates different dispatch situations depending on whether or not the difference between the current date and time and the restoration completion date and time is equal to or greater than a predetermined value. If the difference is less than a predetermined value, the worker dispatch information shall indicate the dispatch status of "recovery completed". On the other hand, when the above difference is equal to or more than a predetermined value, the worker dispatch information indicates the dispatch status of "unconfirmed failure event". In the present embodiment, the predetermined value is 24 hours, but the present invention is not limited to this example.

With reference to FIG. 3 again, the description of the main part configuration of the response device 4 will be returned. The answer generation unit 63 generates data for answering an inquiry from a user. In the present embodiment, the answer generation unit 63 generates voice data as the data. That is, the answer generation unit 63 performs voice synthesis processing and generates voice data for answering an inquiry from the user. Then, the answer generation unit 63 outputs the generated voice data to the transmission unit 61b. Hereinafter, the voice output from the user call terminal 2 based on the voice data may be described as "answer voice".

As an example, the answer generation unit 63 generates voice data using the information acquired from the defect information acquisition unit 62 and the template stored in the storage unit (not shown) of the response device 4. The template is, for example, a part of voice data output based on voice data. In the present embodiment, as the template, a template when defect information can be acquired (hereinafter, referred to as "defect occurrence template") and a template when defect information cannot be acquired (hereinafter, "defect not occurred"). It is described as "time template").

The template when a problem occurs is, for example, "The elevator with the identification number (1) is currently out of operation due to (2). Currently, it is (3), so please wait for a while. If not, please press 1. "," The elevator with identification number (1) was suspended due to (2), but the restoration work has been completed. If it is not in line with the current situation, please press 1. " Hereinafter, the former will be referred to as template A, and the latter will be referred to as template B.

Template A is used when the worker dispatch information indicates the dispatch status of either "working is being arranged", "worker is rushing", or "worker is working on site". The answer generation unit 63 adds the acquired identification information to the above (1), the data based on the acquired defect information to the above (2), and the data based on the acquired worker dispatch information to the above (3). Voice data is generated by performing voice synthesis processing. For example, when the identification information and the defect information are "13579" and "suspension due to an earthquake", respectively, and the worker dispatch information indicates the dispatch status of "arranging workers", the data for voice synthesis processing is "The elevator with identification number 13579 is currently out of service due to the earthquake. We are currently arranging workers, so please wait for a while. If the information you have given is not in line with the current situation, 1 Please press. "

When the worker dispatch information indicates the dispatch status of "worker is rushing", for example, data such as "worker is currently heading" is added to (2) above. Further, when the worker dispatch information indicates the dispatch status that "the worker is working at the site", for example, the data "the worker is working on restoration" is added to the above (2).

Template B is used when the worker dispatch information indicates the dispatch status of "recovery completed". The information added to the above (1) and (2) is the same as that of the template A. For example, when the acquired identification information and defect information are "24680" and "pause due to failure", respectively, and the worker dispatch information indicates the dispatch status of "recovery completed", the data for voice synthesis processing is " The elevator with identification number 24680 was suspended due to a breakdown, but the restoration work has been completed. If the information you have given is not in line with the current situation, please press 1. " ..

For the template when no problem occurs, for example, "No trouble has occurred in the elevator with the identification number (1). If the information you have told us does not match the current situation, please press 1. ". When a defect has not occurred, the template is used when it is notified that the acquired identification information is not stored in the defect information database 5a, or when the worker dispatch information indicates the dispatch status of "defect event unconfirmed". Used. The data added to the above (1) is the identification information acquired in the same manner as the template A.

The defect information update unit 64 determines whether or not to store the defect information based on the update information acquired from the reception unit 61a in the defect information database 5a. Specifically, the defect information update unit 64 first determines whether or not the identification information received from the user call terminal 2 is stored in the defect information database 5a. If it is determined that the defect information is not stored, the defect information update unit 64 determines that the defect information is stored.

On the other hand, when it is determined that the identification information received from the user call terminal 2 is stored in the defect information database 5a, the defect information update unit 64 further determines that the reliability associated with the identification information is "automatic response." Determine if the reliability of the "system" is higher than "low". If it is determined that the value is high, the defect information update unit 64 determines that the defect information is not stored. On the other hand, if it is determined that the reliability associated with the identification information is not higher than the reliability of the "automatic response system", which is "low", the defect information update unit 64 determines that the defect information is stored. In the present embodiment, the reliability associated with the identification information is not higher than "low", that is, the reliability is "low".

When it is determined that the defect information is to be stored, the defect information update unit 64 performs a storage process according to whether or not the identification information received from the user call terminal 2 is stored in the defect information database 5a.

Specifically, the defect information update unit 64 generates defect information based on the update information. Then, when the identification information received from the user call terminal 2 is not stored in the defect information database 5a, the defect information update unit 64 adds the received identification information and "automatic response" as the storage subject information to the defect information. The "system" and "low" as the reliability are associated with each other and added to the defect information database 5a as a new record. On the other hand, when the identification information received from the user call terminal 2 is stored in the defect information database 5a, the defect information update unit 64 overwrites the defect information of the record including the identification information with the generated defect information.

(Addition of defect information)
FIG. 5 is a diagram showing a specific example of adding defect information to the defect information database 5a.

The call example 93 is a call example after the user listens to the voice 83 and operates the numeric keypad “1” in the call example 92 shown in FIG. That is, it is assumed that the user determines that the content of the voice 83 does not conform to the current state, and operates the numeric keypad "1" in order to convey the current state of the target elevator.

After transmitting the voice data of the voice 83, the automatic response system 3 that receives the operation information indicating that the numeric keypad “1” has been operated transfers the voice data of the voice 84 shown in FIG. 5 to the user call terminal 2 as an example. Send.

The user call terminal 2 outputs the voice 84 based on the received voice data. The voice 84 is a voice for allowing the user to select a malfunction event in line with the current situation. As an example, the voice 84 shown in FIG. 5 has a numeric keypad “1” when the target elevator is stopped due to an earthquake, a numeric keypad “2” when the target elevator is stopped due to a failure, and a numeric keypad “2” in other cases. It is a voice prompting to operate "3" of. The content of the voice for allowing the user to select a malfunction event is not limited to the example of FIG.

In the example of FIG. 5, it is assumed that the user who listens to the voice 84 operates the numeric keypad “1”. The user call terminal 2 transmits operation information indicating that the numeric keypad "1" has been operated to the automatic answering system 3. The operation information is, that is, the update information described above.

After transmitting the voice data of the voice 84, the automatic response system 3 that receives the operation information indicating that the numeric keypad “1” has been operated transfers the voice data of the voice 85 shown in FIG. 5 to the user call terminal 2 as an example. Send. The user call terminal 2 outputs the voice 85 based on the received voice data. The voice 85 is a voice indicating thank-you to the user. After that, when the user performs an operation to end the call to the user call terminal 2, the call connection between the user call terminal 2 and the automatic answering system 3 is disconnected. If the call connection is maintained after a certain period of time has elapsed after transmitting the voice data of the voice 85, the automatic answering system 3 may disconnect the call connection.

The operation of the response device 4 in the above flow will be described more specifically. After the transmission unit 61b transmits the voice data of the voice 83 to the user call terminal 2, the reception unit 61a receives the operation information indicating that the numeric keypad "1" has been operated. Based on the received operation information, the receiving unit 61a reads the voice data of the voice 84 from the storage unit (not shown) of the response device 4 and outputs the voice data to the transmitting unit 61b. The transmission unit 61b transmits the acquired voice data of the voice 84 to the user call terminal 2.

After that, when the operation information (update information) indicating that the numeric keypad "1" has been operated is received, the reception unit 61a outputs the update information and the identification information "00000" of the target elevator to the defect information update unit 64. ..

In this example, the defect information of the target elevator, that is, the elevator with the identification information "00000" is not stored in the defect information database 5a. Therefore, the defect information update unit 64 generates defect information based on the acquired update information, and associates the defect information, the identification information, the "automatic response system" as the storage entity information, and the "low" as the reliability. , Add to the defect information database 5a as a new record. As a result, as shown in FIG. 5, the defect information database 5a includes the record 51 including the defect information of the elevator of the identification information "00000".

(Overwriting defect information)
FIG. 6 is a diagram showing a specific example of overwriting the defect information stored in the defect information database 5a.

The call example 94 is a call example after the user listens to the voice 82 and operates the numeric keypad “1” in the call example 91 shown in FIG. That is, it is assumed that the user determines that the content of the voice 82 does not conform to the current state, and operates the numeric keypad "1" in order to convey the current state of the target elevator.

After transmitting the voice data of the voice 82, the automatic response system 3 that receives the operation information indicating that the numeric keypad “1” has been operated transfers the voice data of the voice 86 shown in FIG. 6 to the user call terminal 2 as an example. Send.

The user call terminal 2 outputs the voice 86 based on the received voice data. The voice 86 is a voice for allowing the user to select which of the contents of the voice 82 does not conform to the current situation. As an example, the voice 86 shown in FIG. 6 is a voice prompting to operate the numeric keypad “1” when the cause of the operation suspension of the target elevator does not conform to the current situation, and to operate the numeric keypad “2” in other cases. Is. The audio content for allowing the user to select which content does not conform to the current situation is not limited to the example of FIG.

In the example of FIG. 6, it is assumed that the user who listens to the voice 86 operates the "1" on the numeric keypad. The user call terminal 2 transmits operation information indicating that the numeric keypad "1" has been operated to the automatic answering system 3.

The automatic response system 3 that has received the operation information indicating that the numeric keypad "1" has been operated transmits the voice data of the voice 84 shown in FIG. 6 to the user call terminal 2 as an example. The user call terminal 2 outputs the voice 84 based on the received voice data. Since the voice 84 has already been described, the description will not be repeated here.

In the example of FIG. 6, it is assumed that the user who hears the voice 84 operates the numeric keypad “2”. The user call terminal 2 transmits operation information indicating that the numeric keypad "2" has been operated to the automatic answering system 3. The operation information is, that is, the update information described above.

After transmitting the voice data of the voice 84, the automatic response system 3 that receives the operation information indicating that the numeric keypad “2” has been operated transfers the voice data of the voice 85 shown in FIG. 6 to the user call terminal 2 as an example. Send. The user call terminal 2 outputs the voice 85 based on the received voice data. After that, when the user performs an operation to end the call to the user call terminal 2, the call connection between the user call terminal 2 and the automatic answering system 3 is disconnected. If the call connection is maintained after a certain period of time has elapsed after transmitting the voice data of the voice 85, the automatic answering system 3 may disconnect the call connection.

The operation of the response device 4 in the above flow will be described more specifically. After the transmission unit 61b transmits the voice data of the voice 82 to the user call terminal 2, the reception unit 61a receives the operation information indicating that the numeric keypad "1" has been operated. Based on the received operation information, the receiving unit 61a reads the voice data of the voice 86 from the storage unit (not shown) of the response device 4 and outputs the voice data to the transmitting unit 61b. The transmission unit 61b transmits the acquired voice data of the voice 86 to the user call terminal 2.

After that, when the operation information indicating that "1" of the numeric keypad is operated is received, the receiving unit 61a reads the voice data of the voice 84 from the storage unit of the response device 4 based on the received operation information, and the transmission unit 61a. Output to 61b. The transmission unit 61b transmits the acquired voice data of the voice 84 to the user call terminal 2.

After that, when the operation information (update information) indicating that the numeric keypad "2" has been operated is received, the reception unit 61a outputs the update information and the identification information "13579" of the target elevator to the defect information update unit 64. ..

In this example, the defect information of the target elevator, that is, the elevator of the identification information "13579" is stored in the defect information database 5a. Therefore, the defect information updating unit 64 determines whether or not the reliability associated with the identification information "13579" is higher than the reliability of the "automatic response system", which is "low". In this example, since the reliability associated with the identification information "13579" is "low", the defect information update unit 64 determines that the defect information is stored. The defect information update unit 64 generates defect information based on the update information, and overwrites the defect information associated with the identification information "13579" with the generated defect information. As a result, in the defect information database 5a, in the record 52 including the identification information "13579", the defect information is overwritten from "pause due to earthquake" (see FIG. 4) to "pause due to failure" as shown in FIG. It becomes a thing.

(Flow of automatic response processing)
FIG. 7 is a flowchart showing a part of an example of the flow of automatic response processing executed by the response device 4.

In step S1 (hereinafter, the description of "step" is omitted), the communication control unit 61 transmits the voice data of the voice 81 prompting the user call terminal 2 to input the identification information. Specifically, after connecting to the user call terminal 2, the communication control unit 61 reads the voice data from the storage unit of the answering device 4 and transmits the voice data to the user call terminal 2. The user who hears the voice 81 inputs the identification information of the target elevator into the user call terminal 2. The user call terminal 2 transmits the input identification information to the answering device 4. In S2 (identification information receiving step), the receiving unit 61a receives the identification information transmitted from the user call terminal 2. The receiving unit 61a outputs the received identification information to the defect information acquisition unit 62.

In S3, the defect information acquisition unit 62 that has acquired the identification information refers to the defect information database 5a and determines whether or not a record including the received identification information exists. When it is determined that the record exists (YES in S3), in S4 (defect information acquisition step), the defect information acquisition unit 62 reads out the defect information included in the record. Further, the defect information acquisition unit 62 reads out the worker dispatch information associated with the received identification information. The defect information acquisition unit 62 outputs the received identification information, the read defect information, and the worker dispatch information to the response generation unit 63.

In S5, the response generation unit 63 generates response data based on the acquired identification information, defect information, and worker dispatch information. The answer data is, for example, the voice data of the voice 82 shown in FIG. The answer generation unit 63 outputs the generated answer data to the transmission unit 61b.

In S6 (information transmission step), the transmission unit 61b transmits the acquired response data to the user call terminal 2.

In S7, when the user call terminal 2 disconnects the call connection with the answering device 4 (ends the call) (YES in S7), the automatic answering process ends.

Specifically, in S8 (fault information reception step), after the transmission unit 61b transmits the response data, the reception unit 61a is in a state of waiting for the reception of the update information from the user call terminal 2. When the update information is received (YES in S8), the reception unit 61a outputs the received update information to the defect information update unit 64. It is assumed that the update information is information for updating the defect information.

In S9 (determination step), the defect information update unit 64 determines whether or not the reliability of the record to be updated, that is, the reliability associated with the identification information received in S2 is higher than the reliability of the automatic response system 3. Is determined. If it is determined to be high (YES in S9), the automatic response processing ends. That is, the defect information update unit 64 does not update the defect information included in the record to be updated.

When it is determined that the reliability of the record to be updated is equal to or lower than the reliability of the automatic response system 3 (NO in S9), in S10 (defect information storage step), the defect information update unit 64 has a defect based on the update information. Update the information. Specifically, the defect information update unit 64 generates defect information based on the update information, and overwrites the defect information included in the record to be updated with the generated defect information. This completes the automatic response processing.

If it is determined in S3 that the record including the received identification information does not exist (NO in S3), the defect information acquisition unit 62 notifies the response generation unit 63 to that effect, and the acquired identification information is generated as an answer. Output to unit 63. Then, the automatic response process proceeds to S21 of the flowchart shown in FIG.

FIG. 8 is a flowchart showing an example of the flow of processing after “A” shown in FIG. 7 among the automatic response processes executed by the response device 4.

In S21, the response generation unit 63 generates response data indicating that a failure event has not occurred in the target elevator, that is, the elevator indicated by the identification information, based on the acquired notification and identification information. The answer data is, for example, the voice data of the voice 83 shown in FIG. The answer generation unit 63 outputs the generated answer data to the transmission unit 61b.

In S22, the transmission unit 61b transmits the acquired response data to the user call terminal 2.

In S23, when the user call terminal 2 disconnects the call connection with the answering device 4 (ends the call) (YES in S23), the automatic answering process ends.

Specifically, in S24, after the transmission unit 61b transmits the response data, the reception unit 61a is in a state of waiting for the reception of the update information from the user call terminal 2. When the update information is received (YES in S24), the reception unit 61a outputs the received update information to the defect information update unit 64.

In S25, the defect information update unit 64 adds the defect information to the defect information database 5a based on the update information. Specifically, the defect information update unit 64 generates defect information based on the update information and adds it to the defect information database 5a. This completes the automatic response processing.

<Effect>
As described above, the automatic answering system 3 according to the present embodiment is included in the call system 1 including a plurality of operator call terminals 10. The automatic answering system 3 refers to the user call terminal 2 that has transmitted a new call in excess of the predetermined upper limit of the operator call terminal 10 during the period in which the user call terminal 2 and the operator call terminal 10 are connected to each other. Includes a responder 4 that responds. The automatic response system 3 executes a response method including identification information reception steps S1 and S2, defect information acquisition step S4, and information transmission step S6. In the identification information receiving steps S1 and S2, the response device 4 transmits a voice prompting the input of the identification information of the target elevator to the user call terminal 2, and receives the identification information from the user call terminal 2. In the defect information acquisition step S4, the response device 4 acquires the defect information associated with the received identification information from the storage device 5. In the information transmission step S6, when the response device 4 acquires the defect information, the voice data based on the acquired defect information is obtained, and when the defect information is not acquired, the voice data including the unoccurred information is input. It is transmitted to the user calling terminal 2.

In addition, the answering device 4 includes a receiving unit 61a that receives the identification information from the user calling terminal 2. In addition, the response device 4 includes a defect information acquisition unit 62 that acquires defect information associated with the received identification information from the storage device 5. Further, the response device 4 transmits the voice data based on the acquired defect information when the defect information is acquired, and the voice data including the unoccurred information when the defect information is not acquired to the user call terminal 2. The transmission unit 61b to be transmitted is included.

In the event of a disaster such as an earthquake, a large number of elevators will stop at the same time, and as a result, the number of telephone inquiries from elevator users to operators will increase, and operators will be notified over a long period of time. There may be situations where the phone does not connect.

On the other hand, according to the above configuration, the response device 4 transmits the defect information of the target elevator identified by the identification information received from the user call terminal 2 to the user call terminal 2 as voice data. Therefore, the user of the user call terminal 2 can quickly obtain the defect information of the target elevator via the response device 4 even when the operator cannot make a call.

Further, if the defect information or the non-occurrence information of the target elevator can be obtained, the user or the like of the target elevator can recognize whether or not the management company of the target elevator is aware of the defect event. This cannot be recognized unless a call is made with the operator without the automatic response by the response device 4.

Further, since the answering device 4 automatically responds, even if the predetermined upper limit number of the operator call terminals 10 capable of making a call connection with the user call terminal 2 is reduced, the convenience of the elevator user and the like is not impaired. Therefore, the number of operator call terminals 10 and the number of operators can be suppressed, and the cost of the call system can be reduced.

Further, the response method according to the present embodiment further includes a defect information receiving step S8 and a defect information storage step S10. In the defect information receiving step S8, after the information transmission step S6, the response device 4 transmits a voice prompting the user to input the defect information regarding the defect event that has occurred in the target elevator to the user call terminal 2, and also from the user call terminal 2. Receive defect information. In the defect information storage step S10, the response device 4 stores the received defect information and the identification information of the target elevator in the storage device 5 in association with each other.

Further, after transmitting the response data, the receiving unit 61a of the response device 4 transmits a voice prompting the user to input the defect information regarding the defect event that has occurred in the target elevator to the user call terminal 2, and also transmits the defect information from the user call terminal 2. Receive. Further, the response device 4 includes a defect information updating unit 64 that stores the received defect information and the identification information of the target elevator in the storage device 5 in association with each other.

Immediately after the occurrence of a malfunction event, the defect information indicating the malfunction event may not yet be stored in the storage device 5. Further, as time elapses from the occurrence of the defect event, the defect information stored in the storage device 5 becomes old and may deviate from the current defect event.

On the other hand, the response method and the response device 4 according to the present embodiment store the defect information received from the user call terminal 2 in the storage device 5 in association with the identification information of the target elevator. Therefore, the storage device 5 can store the defect information of the target elevator that the user of the user call terminal 2 has seen and heard. As a result, even if the update of the storage device 5 by the elevator management company is delayed and the user of the user call terminal 2 cannot talk to the operator, the current defect information of the target elevator is stored in the storage device 5. Can be memorized.

In particular, the opportunity for the elevator management company to know that a malfunction has occurred in an elevator that is not monitored by the elevator's remote monitoring system has been reported by an operator who has received a telephone call from the user of the user calling terminal 2. there were. Therefore, when a situation occurs in which the user of the user call terminal 2 does not connect to the operator, the elevator management company misses the above opportunity, and as a result, the defect information of the corresponding elevator cannot be reflected in the storage device 5. rice field. On the other hand, the response method and the response device 4 according to the present embodiment can appropriately update the storage device 5 via the response device 4 even when the operator cannot be connected to the telephone.

Further, the storage device 5 according to the present embodiment stores the identification information, the defect information, and the storage subject information which is the information indicating the operating entity that stores the defect information in association with each other. Is at least information that identifies the answering device 4, the elevator monitoring system that monitors the elevator, and the operator calling terminal 10 used by the operator who talks with the user of the user calling terminal 2. As a result, it is possible to identify which is the storage subject in the defect information stored in the storage device 5.

Further, the response method according to the present embodiment further includes a determination step S9. In the determination step S9, it is determined whether or not the defect information received in the defect information reception step S8 can be stored in the storage device 5 based on the storage subject information stored in the storage device 5 in association with the identification information of the target elevator. do. In the defect information storage step S10, only when it is determined in the determination step S9 that the information can be stored, the received defect information and the identification information of the target elevator are stored in the storage device 5 in association with each other.

Further, the defect information updating unit 64 determines whether or not the received defect information can be stored in the storage device 5 based on the storage subject information stored in the storage device 5 in association with the identification information of the target elevator. Then, the defect information updating unit 64 stores the received defect information and the identification information of the target elevator in the storage device 5 in association with each other only when it is determined that the information can be stored.

That is, the response method and the response device 4 according to the present embodiment determine whether or not the defect information can be overwritten in the storage device 5 based on the storage subject of the stored defect information (fault information of the target elevator). Therefore, for example, if the defect information has already been stored by the storage entity with high reliability, it is possible to realize an operation such as preventing overwriting by the storage entity with low reliability.

Further, the storage device 5 according to the present embodiment further stores the identification information and the worker dispatch information in association with each other, and in the defect information acquisition step S4, the identification information received from the storage device 5 is supported. Further acquire the attached worker dispatch information. In the information transmission step S6, when the defect information is acquired, the voice data based on the acquired defect information and the acquired worker dispatch information is transmitted to the user call terminal 2.

Further, the defect information acquisition unit 62 further acquires the worker dispatch information associated with the received identification information from the storage device 5. When the defect information is acquired, the transmission unit 61b transmits the acquired defect information and the voice data based on the acquired worker dispatch information to the user call terminal 2.

As a result, the user of the user call terminal 2 can obtain worker dispatch information as well as defect information of the target elevator. As a result, the user of the user call terminal 2 can quickly obtain the worker dispatch information even when he / she cannot make a call with the operator, and can roughly grasp the progress of the work for resolving the trouble event.

[Modification example]

When the defect information is overwritten or added in the defect information database 5a, the defect information update unit 64 stores the date and time of the overwrite or addition (hereinafter referred to as "update date and time") in association with the defect information. May be good. For example, when the defect information update unit 64 overwrites the defect information in the defect information database 5a, the defect information update unit 64 may overwrite the storage date and time with the update date and time.

The defect information update unit 64 may determine whether or not to store the defect information based on the update information in the defect information database 5a based on the update time in addition to the reliability. As an example, the defect information update unit 64 has elapsed a predetermined time from the update date and time even when the reliability included in the update target record is higher than the reliability of the "automatic response system", which is "low". If the update information is received later, the defect information included in the record may be overwritten with the defect information based on the update information. This is because time has passed since the defect information was added or overwritten, and it is highly possible that the situation regarding the defect event has changed. On the contrary, if the update information is received before the predetermined time elapses from the update date and time, it is unlikely that the status related to the defect event has changed from the status at the update date and time. The judgment may be made based on.

The defect information update unit 64 may store all the defect information based on the received update information in the defect information database 5a. That is, the defect information database 5a according to this modification can associate a plurality of defect information with one identification information. In this example, the defect information acquisition unit 62 may read, for example, the defect information with the latest update time. Alternatively, the defect information acquisition unit 62 may read the defect information having the highest reliability. When a plurality of defect information having the highest reliability exists, the defect information acquisition unit 62 may read the defect information having the latest update time.

The storage device 5 may store the identification information of the elevator and the position information indicating the installation position of the elevator in association with each other. The location information may be, for example, the name of the building in which the elevator is installed, the address of the building, the latitude and longitude of the building, or the location. It may be map data.

The response data transmitted to the user call terminal 2 is not limited to voice data. The response data may be, for example, text data. In addition, the response data does not have to include the dispatch status of workers.

The response device 4 may not have a function of updating the defect information database 5a and the worker dispatch information database 5b based on the input of the user. In this example, each record included in the defect information database 5a does not have to include the storage subject information and the reliability.

The present invention is not limited to the above-described embodiments, and various modifications can be made within the scope of the claims, and the embodiments obtained by appropriately combining the technical means disclosed in the different embodiments. Is also included in the technical scope of the present invention.

[Example of realization by software]
The control block (particularly the control unit 6) of the response device 4 may be realized by a logic circuit (hardware) formed in an integrated circuit (IC chip) or the like, or may be realized by software.

In the latter case, the response device 4 includes a computer that executes instructions of a program that is software that realizes each function. This computer includes, for example, at least one processor (control device) and at least one computer-readable recording medium that stores the program. Then, in the computer, the processor reads the program from the recording medium and executes it, thereby achieving the object of the present invention. As the processor, for example, a CPU (Central Processing Unit) can be used. As the recording medium, a "non-temporary tangible medium", for example, a ROM (Read Only Memory) or the like, a tape, a disk, a card, a semiconductor memory, a programmable logic circuit, or the like can be used. Further, a RAM (Random Access Memory) for expanding the above program may be further provided. Further, the program may be supplied to the computer via an arbitrary transmission medium (communication network, broadcast wave, etc.) capable of transmitting the program. It should be noted that one aspect of the present invention can also be realized in the form of a data signal embedded in a carrier wave, in which the above program is embodied by electronic transmission.

1 Call system 2 User call terminal (calling terminal, target calling terminal)
2z user calling terminal (target calling terminal)
3 Automatic response system (response system)
4 Answering device 5 Storage device 10 Operator call terminal (call terminal)
61a receiver (identification information receiver)
61b Transmitter (information transmitter)
62 Defect information acquisition unit S1, S2 Identification information reception step S4 Defect information acquisition step S6 Information transmission step S8 Defect information reception step S9 Judgment step S10 Defect information storage step

Claims (6)

In a call system including a plurality of incoming call terminals for making a call connection with the calling terminal, a new call is made in excess of the predetermined upper limit number of the incoming call terminals during the period during which the incoming call terminal and the calling terminal are connected by a call. A response method executed by a response system including a response device that responds to a target calling terminal, which is the calling terminal that transmitted the call.
An identification information receiving step of transmitting the voice prompting the input of the identification information for identifying the elevator to the target calling terminal and receiving the identification information from the target calling terminal in the response device.
In the response device, the defect information acquisition that acquires the defect information associated with the received identification information from the storage device that stores the identification information in association with the defect information related to the defect event that has occurred in the elevator. Steps and
In the response device, when the defect information is acquired, a defect event occurs in the acquired defect information, and when the defect information is not acquired, a defect event occurs in the target elevator identified by the received identification information. A response method including an information transmission step of transmitting ungenerated information indicating that the information has not been generated to the target calling terminal as voice data or text data. After the information transmission step, the response device transmits a voice prompting the input of the defect information regarding the defect event generated in the target elevator to the target calling terminal, and the defect information from the target calling terminal. Defect information receiving step to receive
The response method according to claim 1, further comprising a defect information storage step in which the received defect information is associated with the identification information of the target elevator and stored in the storage device in the response device. The storage device stores the identification information, the defect information, and the storage subject information, which is information indicating the operating subject that stores the defect information, in association with each other.
The storage subject information is at least information that identifies the answering device, the elevator monitoring system that monitors the elevator, and the incoming call terminal used by the operator who talks with the user of the calling terminal. The response method described in. The defect information storage step is
A determination step of determining whether or not the defect information received in the defect information receiving step can be stored in the storage device based on the storage subject information stored in the storage device in association with the identification information of the target elevator. Including
The response method according to claim 3, wherein the received defect information and the identification information of the target elevator are stored in the storage device in association with each other only when it is determined that the storage is possible in the determination step. The storage device further stores the identification information in association with the dispatch information indicating the dispatch status of the worker to the elevator identified by the identification information.
In the defect information acquisition step, the dispatch information associated with the received identification information is further acquired from the storage device.
In the information transmission step, when the defect information is acquired, the acquired defect information and the acquired dispatch information are transmitted as voice data or text data to the target calling terminal, claims 1 to 4. The response method according to any one of the above items. In a call system including a plurality of incoming call terminals that are connected to the calling terminal, a new call is made in excess of the predetermined upper limit number of the incoming call terminals during the period in which the incoming call terminal is connected to the calling terminal. A response system including a response device that responds to a target calling terminal, which is the calling terminal that has transmitted the above.
Includes a storage device that stores identification information that identifies an elevator and defect information related to a defect event that has occurred in the elevator in association with each other.
The response device is
An identification information receiving unit that transmits the voice prompting the input of the identification information to the target calling terminal and receives the identification information from the target calling terminal.
A defect information acquisition unit that acquires the defect information associated with the received identification information from the storage device, and
When the defect information is acquired, the acquired defect information is acquired, and when the defect information is not acquired, unoccurred information indicating that a defect event has not occurred in the elevator identified by the received identification information. A response system including an information transmission unit that transmits the information as voice data or text data to the target calling terminal.

Images