JP3067960B2 - Remote machine monitoring integrated system - Google Patents

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an integrated remote machine monitoring system, a telephone attached to a facility machine, a dedicated telephone (identifying a partner).
The present invention relates to a remote machine monitoring integrated system for improving the efficiency of dealing with troubles and complaints caused by general telephones.

[0002]

2. Description of the Related Art Conventionally, in order to centrally monitor equipment such as elevators scattered in a remote place in a building such as an elevator, a centralized monitoring center has been used. The image data in the car was transmitted via a telephone line. These obstacles or complaints from the customer who manages the equipment on site may be caused by the telephone attached to the equipment that can identify the partner before the conversation, the dedicated telephone using a dedicated line, and the ordinary that can identify the partner by conversation. Is reported to the centralized monitoring center via any of the three systems of ordinary telephones used for conversations. In the centralized monitoring center,
By responding to these telephone calls, failure management and the like are intensively performed.

FIG. 4 is a block diagram showing a system for centrally monitoring an elevator in a conventional remote machine monitoring integrated system. In the conventional system, the telephone 1 associated with the elevator 2 among the three systems is transmitted via the machine monitoring device 3 for monitoring the elevator 2, the telephone network 4, and the remote machine monitoring client 5 installed on the central monitoring center side. Connected to the machine monitoring telephone 7 of the command console 6 where an operator corresponding to the fault is located. The dedicated telephone and the general telephone 8 are connected to the general telephone 11 of the command board 6 via a dedicated line or a telephone network 9 and a private branch exchange (hereinafter referred to as PBX) 10 installed on the centralized monitoring center side. The computer 12
Has a customer database that stores information about customers, and controls and manages the centralized monitoring center.
In addition, information about the customer is sent to the command desk client 13 installed in the command desk 6. Since there are a plurality of elevators 2 to be monitored, a plurality of command tables 6 are prepared and operators are arranged at each of them in order to cope with a failure or the like that may occur simultaneously.

[0004] The conventional operation will be described below.

When a failure is reported from the telephone 1 attached to the elevator 2, the remote machine monitoring client 5 sends the control information to the computer 12 when receiving the control information generated by the machine monitoring device 3 together with the line connection request. The control information includes the machine management number of the failed elevator 2,
The state of the equipment machine (failure state) and the like are included. The computer 12 specifies the corresponding information in the customer database using the machine management number included in the control information as a key, and updates the information to leave a history. The remote machine monitoring client 5 also connects a line to the machine monitoring telephone. The operator responded to the line connection request from the telephone 1 attached to the elevator 2 and heard information that could identify the customer, such as the machine management number of the elevator 2 that caused the failure in the conversation with the communication partner. Thereafter, a transmission request for customer information is issued by sending a machine management number or the like to the computer 12. Calculator 12
Receives the machine management number and the like from the command console 6 and uses the key as a key to search the customer database for the corresponding updated customer information and send it to the command console client 13 for display. The customer information includes a tenant name, an address, a telephone number, a machine management number, a state of equipment and the like. The operator responds to the call while referring to the customer information.

In the case of a failure report from a dedicated telephone or a general telephone, the operator responds by using the general telephone 11 and specifies the elevator 2 which is the source of the failure in the conversation with the communication partner.

In addition, when a field engineer (hereinafter, referred to as FE) in charge of repairing an elevator goes to the site or when technical assistance of the FE is required due to a failure that an operator cannot cope with, the user is out of the office. Needs to be informed of the failure situation. In such a case, the operator recorded the contents of the conversation using the machine monitoring telephone or the general telephone, and played back the recorded contents of the conversation to the FE when explaining the situation to the FE. .

As described above, conventionally, a customer database is managed and a voice is recorded to centrally monitor a facility machine at a remote location to deal with troubles and complaints from a machine monitoring telephone or a general telephone. Was.

[0009] Note that the JP 4-121 3 80 JP compresses the image data improvement telephone line efficiency by sending on the same telephone line time division with the elevator monitoring diagnostic data and audio data as well as It is disclosed that security is improved.

Japanese Patent Laid-Open Publication No. Hei 5-167706 discloses that a transmission source is easily and automatically identified by adding a pre-registered interphone number when transmitting voice data from an interphone. Possible configurations are disclosed.

[0011]

However, in the conventional system, a plurality of telephone devices such as a machine monitoring telephone and a general telephone are individually installed in correspondence with telephones at remote locations on each command desk. Needed. Also, the operation is different depending on each telephone, which is troublesome.

Further, in the present system, since the equipment of a remote place is centrally managed, it is necessary to specify a customer before grasping the contents of a failure or the like. In the case of (1), the transmission source cannot be specified before the line connection, and the transmission source is specified by the conversation after the line connection, so that it takes time to specify the transmission source. Also, in the case of a machine monitoring telephone, since a customer is specified by conversation without being linked to customer information held by a computer, it takes a lot of time for the operator to obtain the customer information.

[0013] In addition, because of the centralized management, the customer database becomes huge as the number of customers and the number of histories of failures increase, and it takes time to access the customer database even when trying to obtain customer information of the customer specified during the conversation. And the customer is troubled. In order to shorten the access time, it is sufficient to divide the database and store customer information, but in that case, it is necessary to find out which database stores the customer information that you want to call Will bother you.

Further, since the voice recorded by the operator has been separately recorded and managed for each control console, the FE must start by finding out which control console the voice is recorded on. And it takes time until the sound can be reproduced. Also, the FE required the intervention of an operator to reproduce the recorded sound.

SUMMARY OF THE INVENTION The present invention has been made to solve the above-mentioned problems, and an object of the present invention is to integrate telephone systems and control systems used for remote centralized monitoring so that equipment at a remote location can be more efficiently used. It is an object of the present invention to provide a remote machine monitoring integrated system capable of centrally monitoring a machine.

[0016]

In order to achieve the above object, the invention according to claim 1 is directed to a machine monitoring device for monitoring facility machines or voice information from a general telephone or a dedicated telephone. A remote machine monitoring means for receiving a line connection request from the machine monitoring apparatus, and a remote machine monitoring means for holding a line connection state of the remote machine monitoring means. Database, a customer database storing customer information about the customer, a private branch exchange receiving a line connection request from the remote machine monitoring means or via a communication network, and a telephone receiving a line connection request from the private telephone exchange Integration means, and a telephone handling means arranged on each command board and receiving all line connection requests distributed by the telephone integration means, Characterized in that it has.

According to a second aspect of the present invention, in the remote machine monitoring and integrating system according to the second aspect, there is provided a customer database for storing customer information relating to the customer. Before obtaining the information, customer information is obtained based on information for specifying the customer.

According to a third aspect of the present invention, in the remote machine monitoring integrated system according to the first aspect, a region number for specifying a region is assigned to a transmission source of a line connection request, and the customer database is divided for each region. It is characterized by having.

According to a fourth aspect of the present invention, in the remote machine monitoring integrated system according to the first aspect, a voice database for storing contents of a conversation with a customer as voice data, and voice data stored in the voice database. And audio data management means for collectively managing and reproducing designated audio data.

[0020]

In the invention according to the first aspect having the above construction, the private branch exchange, when receiving a line connection request from a machine monitoring device for monitoring facility machines or a general telephone or a dedicated telephone, sends the request to the telephone integration means. . Upon receiving the line connection request, the telephone integration means refers to the database if necessary, and sends all the line connection requests to the telephone correspondence means together with information for specifying the customer (in the case of a general telephone, specification to the area). As a result, a telephone device on the centralized monitoring center side corresponding to each telephone or the like is not required at each command console. Further, since the telephone handling means can handle all line connection requests in the same manner, the operation can be unified and the work efficiency of the operator can be improved.

In the invention according to the second aspect, upon receiving the information for specifying the customer, the telephone handling means searches the customer database to obtain and display information on the customer.
Therefore, since the private branch exchange can specify the destination or the region before connecting the line, it is possible to shorten the time required for the operator to specify the customer. In addition, it is possible to respond to a conversation with the customer while displaying information about the customer in advance and checking the display,
Appropriate response and improvement of service quality can be achieved.

According to the third aspect of the present invention, an area code for specifying an area is assigned to each transmission source of a line connection request, and the customer database is divided and held for each area. Can be shortened. Which of the divided databases is to be accessed can be known from the area code.

According to the fourth aspect of the present invention, the audio data is collectively stored in the audio database, and the audio data management means can search and reproduce the specified audio data. The customer's live voice can be heard immediately without the intervention of an operator. Further, the ambiguity of the information due to passing through the operator can be eliminated.

[0024]

DESCRIPTION OF THE PREFERRED EMBODIMENTS Preferred embodiments of the present invention will be described below with reference to the drawings. The same elements as those in the conventional example are denoted by the same reference numerals.

FIG. 1 is a diagram showing an embodiment of a remote machine monitoring and integration system according to the present invention. A telephone 1 attached to the elevator 2 is a machine monitoring device 3 for monitoring the elevator 2, a remote machine monitoring means installed on the centralized monitoring center side via a telephone network or a dedicated line 9 and receiving a line connection request from the machine monitoring device 3. As a remote machine monitoring client 105. Remote machine monitoring client 105
Are prepared, and the remote machine monitoring client 105 that is not busy responds to the line connection request from about 100,000 machine monitoring devices 3. The number of remote machine monitoring clients 105 can be determined from the busy rate and reliability. Each remote machine monitoring client 1
05 is connected to the LAN 18 on the centralized monitoring center side, and is also connected to the PBX 110.

A dedicated telephone and a general telephone 8 are connected to a PBX installed on the centralized monitoring center side through a telephone network or a dedicated line 9.
Connected to 110. The PBX 110 receives a line connection request from a dedicated telephone and a general telephone 8 via a telephone network or a dedicated line 9 and a line connection request from a telephone 1 attached to the elevator 2 via a remote machine monitoring client 105. Hereinafter, the telephone 1 attached to the elevator 2 will be referred to as a machine monitoring telephone. The PBX 110 is connected to a telephone integrated client 20 as a telephone integrated unit, a voice data management client 22 as a voice data management unit, and all command boards 106.

The telephone integrated client 20 has a PBX 11
The line connection request is received from 0, the customer is identified using some databases described later, and the customer is notified to the telephone client 24 described later together with the line connection request. The information that specifies the customer in the telephone integrated client 20 and sends it together with the line connection request is called connection request information. The audio data management client 22 will be described later. The command console 106 receives all line connection requests from the telephone integrated client 20 together with the connection request information, a telephone client 24 as a telephone correspondence means for displaying the status of each telephone, a main command console client 26 for displaying customer information, And a detailed information display client 28 for displaying more detailed information. Each command table 106
Each operator is arranged to monitor a facility machine in a remote place and respond to a failure report by telephone or a complaint from a customer when a failure occurs. Telephone integration client 20, voice data management client 22, and all command consoles 106
Is connected to the LAN 18 and can exchange data with various clients and servers connected to the LAN 18.

On the central monitoring center side, LA
A server 30, which is a core of the entire N18, is provided. The server 30 has various databases such as a customer database, a remote machine monitoring database, an FE (field engineer) database, a voice database, and an image database and a database of weather information. ing. To be precise, each database is stored in an external storage device (not shown) connected to the server 30.
For convenience, the expression that each database is connected to the server 30 is used. Hereinafter, each database and its operation management in the present embodiment will be described.

The customer database includes a machine management number, a history of failure information on the (failure) state of the equipment, an address, a telephone number, a tenant name, map information, building information, contract information,
All information about the customer, such as the customer name and the person in charge, is stored. Therefore, when a trouble report is made from the remote machine monitoring client, the history is left as trouble information, and the telephone integrated client 20 and the like can obtain customer information by searching this database. The number of customers managed in the customer database does not fluctuate so much,
Although it is not necessary to pay close attention to the backup accompanying the increase in the data amount, as will be described later in detail, when the telephone integrated client 20 accesses the customer database when there is a line connection request, the machine management number and the like are keyed as quickly as possible. Then, the customer information must be retrieved and sent to the main command line client 26. In order to respond to the speeding up of the response, in this embodiment, the database is divided into a plurality of databases. The customer database is divided by region in consideration of the number of customers by its nature.

The remote machine monitoring database holds the current state of the remote machine monitoring client 105, that is, information such as whether or not a line is connected to the machine monitoring apparatus 3.

The FE database stores information on each FE, such as the FE name, schedule, work status, job system, area of responsibility, and the like. Note that the audio database will be described later, and the other databases are not related to the gist of the present invention, and thus description thereof will be omitted.

A feature of the present embodiment is that the telephone integrated client 20 is provided, and the PBX 110 transmits all line connection requests from various telephones to the telephone integrated client 20, so that the transmission source of the line connection request is specified in advance. can do. In addition, a telephone client 24 is provided,
Since the telephone integrated client 20 notifies the telephone client 24 that there is a line connection request, equipment corresponding to various telephones is not required, and operability can be unified and improved.

FIG. 2 is a flowchart showing the processing in the present embodiment. Hereinafter, the operation in the present embodiment will be described with reference to FIG.

As described above, this embodiment is characterized in that a line connection request from any telephone is displayed on one telephone client 24 so that the operator can respond by the same operation. . In response to a line connection request from a general telephone, the PBX 110 uses the dial-in number of the requested telephone (a number corresponding to a one-to-one correspondence with an area code,
The general area code and the corresponding line number (the line number directly connected to the PBX contracted with the domestic communication company) are transmitted to the telephone integrated client 20 (step 1).
01). The telephone integrated client 20 notifies the telephone client 24 of the dial-in number as connection request information together with the request for the line connection (step 102). The telephone client 24 specifies the area from the dial-in number, converts the area into a name of the area or an area code associated with the area, and displays it on the screen (step 103). Since this area is specified from the area code, it cannot be specified to the customer.

In response to a line connection request from a dedicated telephone via a dedicated line, the PBX 110 informs the telephone integrated client 20 of a connection partner number unique to the requested dedicated telephone (step 111). The telephone integration client 20
The connection partner number is notified to the telephone client 24 together with the request for the line connection (step 112). The telephone client 24 specifies the customer by searching the customer database using the connection partner number as a key, obtains the customer name and the like, and displays it on the screen (step 113). The information displayed on the telephone client 24 is defined as customer identification information.

In response to a line connection request from the machine monitoring telephone, first, when the remote machine monitoring client 105 is notified of the line connection request, the remote machine monitoring client 105
Transmits the control information included in the line connection request to the server 30.
Send to This control information includes information such as a machine management number that can identify the transmission source, the state of the machine (failure state), and the like. Upon receiving the control information, the server 30 updates the customer database to leave a failure history or the like (step 121). If the status of the remote machine monitoring client 105 is being connected to the line, the remote machine monitoring database is updated. Further, the remote machine monitoring client 105 transfers the line connection request to the PBX 110. P
BX110 is the remote machine monitoring client 1 that has requested
The ID number 05 is transmitted to the telephone integrated client 20 (step 122). Upon receiving the identification number, the telephone integrated client 20 searches the remote machine monitoring database using the identification number as a key and obtains which machine monitoring telephone 1 is the line connection request. Then, the obtained machine management number is transmitted to the telephone client 24 as connection request information together with the fact that there is a line connection request (step 12).
3). The telephone client 24 searches the customer database from the machine management number, retrieves and displays the current state of the elevator 2 corresponding to the machine management number (step 124). It should be noted that since the connection partner number of the dedicated telephone via the dedicated line and the machine management number unique to the machine monitoring telephone are not assigned with the same number, the telephone client 24
Is not to be confused. Dedicated telephone and general telephone 8
Can be specified by assigning a regional code to the domestic telecommunications carrier and assigning a special regional code to the machine management code. As described above, by assigning the area code specified for each area to the various telephones 1 and 8, even if the customer database is divided for each area, the area number for specifying the telephone and each divided customer database are used. Each client can easily and reliably obtain customer information by comparing with the area number managed by the client. This area code may be replaced with a unique number in the present system.

Thus, the telephone integrated client 2
0 indicates that any command line 1 is required for line connection requests from any telephone.
06 can be communicated to the telephone client 24 located. Therefore, the operator only has to respond to the telephone client 24 for any troubles and complaints, and equipment for various telephones is not required.

The operator assigned to each telephone client 24 checks the displayed information because the information on the connection partner is already displayed as customer identification information on the telephone client 24 before responding to the line connection request. Then, the user touches the display screen to respond to a line connection request of one of the telephones (step 131). Since the customer identification information includes information such as a customer name and a recent failure history that is considered necessary before a conversation with the customer, a response method can be considered in advance before the conversation. Of course, it goes without saying that exclusive control is performed so as not to simultaneously respond to the same one line connection request from a plurality of command boards 106. In response to any of the telephone line connection requests, the telephone client 24 searches the customer database and displays the corresponding customer information (the area code for a general telephone) on the main command line client 26 (step 132). ). In the main command line client 26, more detailed customer information such as map information is displayed. And the telephone client 24
At this point, the PBX 110 is instructed to connect a line, and the line is actually connected (step 133).

As described above, the customer can be specified (up to the area code in the case of a general telephone) before the line is actually connected and conversation is started, so that the time required for the operator to specify the customer is reduced. The service can be improved. The centralized monitoring center can identify the area where the elevator 2 is located in advance even for a complaint made by a general telephone, so that giving the name of the area can respond as if it were being monitored closely and give customers a sense of security. be able to. In addition, since information about the customer can be displayed in advance and the user can respond to the conversation with the customer while confirming the display, it is possible to improve the appropriate response and the quality of the service. Further, by providing the telephone integrated client 20, the telephone client 24 can respond to the line connection request from any telephone by the same operation.

When a conversation starts, its contents are recorded until it ends. When the conversation ends and the line is disconnected,
The recorded content is stored as audio data in an audio database managed by the server 30. At this time, the machine management number, the date and time, the name of the person in charge, and the name of the area are recorded as telephone recording information and stored together with the voice data. At the time of the conversation start, it was possible to grasp only the area code at the start of the conversation, but since the conversation should have identified which elevator 2 had a failure or a complaint, the machine management obtained through the conversation was not possible. The number is sent to the main command line client 26, and the telephone recording information is recorded.

Next, the reproduction process of the audio data will be described.

The reproduction of the audio data is performed locally, that is, in response to a request from the command table 106 made by the operator and the FE.
There is a request from a remote place. Command stand 10
From 6, there is a complaint from the customer that the response is poor,
There is a complaint that the FE has not given the correct instructions, and the necessity arises in the case of new employee training and the like. In this case, the audio data is selected based on a combination of items of the telephone recording information such as the management number, date and time, person in charge, and area name. Further, from a remote place, the need arises when the FE wants to directly hear a report of a trouble from a customer, instead of indirectly hearing a content of a fault from an operator. In this case, voice data is selected by designating a combination of items of telephone recording information such as a management number, date and time, and a region name by operating a predetermined button from the touch-tone telephone 32. In the present embodiment, since a database is constructed and audio data is collectively managed, audio can be easily reproduced by selecting a key item anytime and from anywhere. The audio data management client 22 collectively performs the audio data management such as the audio reproduction processing and the audio data backup / restore processing described later.

FIG. 3 is a flowchart showing a process of reproducing a sound. The process will be described below with reference to FIG.

As described above, the command base 106 or F
The voice data is selected from E by combining the items included in the telephone recording information (step 201). In the following description, the processing from the command table 106 is a processing in the centralized monitoring center and can be easily dealt with, and thus will not be described. If there is no corresponding audio data, F
E issues a request to transmit the index of the related data (step 202). In other words, if there is a need for information on the index portion of the audio data related to the absence of the target audio data remotely, a predetermined button of the telephone on the touch-tone telephone line is pressed to issue a FAX transmission request. The index is telephone recording information or an excerpt thereof. The FAX 34 is located near the FE, and when the FE transmits and obtains the relevant data to the operator (step 203),
The audio data is selected again (step 201).

On the other hand, if there is the selected voice data, it is checked whether or not the voice data exists in the voice database connected to the server 30 (step 204).

Here, the operation management of the voice database will be described.

The voice data greatly depends on the length of the conversation as compared with other data, and the data amount becomes large. Along with this, the voice database becomes huge. Therefore, if left untouched, the voice database will overflow, not only losing the voice data but also affecting the provision of the service. In this embodiment, in order to solve this problem, a part of the audio database is backed up to prevent the overflow of the audio database. The backup may be taken periodically, but since the capacity of the voice database fluctuates greatly due to irregular reasons such as earthquakes, typhoons, and floods, backup is performed according to the remaining capacity of the voice database. Check the remaining capacity periodically.

Returning to step 204, if the voice data is present but not stored in the voice database connected to the server 30, the FE requests an operator to restore the backed-up voice data (step 404). 205). This request is similar to the FAX transmission request.
A push-phone line may be used, or a request may be made by conversation. When the restoration is completed, the operator
The FE is notified by 34 (step 206). Then, the FE reproduces the sound (step 207).

As described above, if the voice data to be reproduced is in the voice database, the FE can listen to the contents of the recorded conversation with the customer from a remote place without using an operator. Further, by making a backup and limiting the capacity of the voice database to some extent, the search time can be reduced. The operator can easily reproduce the designated voice data in the same manner. However, since the operator is in the same centralized monitoring center, the related data and the like can be faxed.
What is necessary is just to display on a screen directly instead of 34.

In this embodiment, each client is assumed to be a small computer such as a PC, and necessary processing is assigned to each client in the present invention. However, each processing is integrated according to the processing capability of each client. , May be dispersed. For example, the display of the customer information can be performed by the telephone integrated client 20, the telephone client 24, and the main command line client 24 itself. Further, the identification of the customer can also be performed by the telephone integrated client 20.

[0051]

As described above, according to the first aspect of the present invention, line connection requests from a machine monitoring telephone, a dedicated telephone, and a general telephone are handled by one telephone handling means provided in each command board. This eliminates the need for extra telephone equipment for each command console. In addition, by unifying the operations, it is possible to improve the work efficiency of the operator.

According to the second aspect of the present invention, it is possible to specify the other party or the area before calling.
The time required for the operator to identify the customer can be shortened, and the service can be improved. In addition, since it is possible to respond to a conversation with the customer while displaying information about the customer in advance and confirming the display, it is possible to improve the appropriate response and the quality of the service.

According to the third aspect of the present invention, since the customer database is divided and held for each region, it is possible to shorten the database access time. As a result, it is possible to provide a better service such as shortening the time required to answer a telephone call.

According to the fourth aspect of the present invention, it is possible to immediately hear the customer's live voice of the desired recording on the FE without using an operator. Therefore, it is possible to eliminate the ambiguity of information caused by passing through the operator.
In addition, it is possible to study a reliable countermeasure.

[Brief description of the drawings]

FIG. 1 is a diagram showing an embodiment of a remote machine monitoring integrated system according to the present invention.

FIG. 2 is a flowchart illustrating a process according to the embodiment.

FIG. 3 is a flowchart illustrating a process of reproducing sound in the present embodiment.

FIG. 4 is a diagram showing a conventional remote machine monitoring integrated system.

[Explanation of symbols]

1. Telephone attached to elevator (machine monitoring telephone), 2.
Elevator, 3 Machine monitoring device, 4 Telephone network, 5, 10
5 Remote machine monitoring client, 6, 106 command console, 1
0, 110 PBX, 18 LAN, 20 telephone integrated client, 22 voice data management client, 24
Telephone client, 26 main command line client, 2
8 Detailed information display client, 30 server, 32
Touch phone, 34 fax.

──────────────────────────────────────────────────続 き Continued on the front page (72) Inventor Makoto Kawachi 2-6-2 Otemachi, Chiyoda-ku, Tokyo Mitsubishi Electric Building Techno Service Co., Ltd. (72) Inventor Shigeyuki Hayashi 2-6-chome Otemachi, Chiyoda-ku, Tokyo No. 2 Inside Mitsubishi Electric Building Techno Service Co., Ltd. (72) Inventor Taisho Katsurakawa 325 Kamimachiya, Kamakura City, Kanagawa Prefecture Mitsubishi Electric Corporation Information System Works (72) Inventor Fujio Saito 325 Kamimachiya, Kamakura City, Kanagawa Prefecture (56) References JP-A-8-32703 (JP, A) JP-A-6-188990 (JP, A) JP-A-5-325078 (JP, A) 5-290074 (JP, A) JP-A-4-344799 (JP, A) JP-A-4-252650 (JP, A) JP-A-2-95684 (JP, A) Flat 2-45899 (JP, A) JP Akira 62-196282 (JP, A) (58 ) investigated the field (Int.Cl. ^7, DB name) H04M 11/00 - 11/10

Claims (4)

(57) [Claims] 1. A machine monitoring device for monitoring facility machines or voice information from a general telephone or a dedicated telephone at each command board, and in a remote machine monitoring integrated system corresponding to a failure, a complaint, etc., Remote machine monitoring means for receiving a line connection request of: a remote machine monitoring database for maintaining the line connection status of the remote machine monitoring means; a customer database for storing customer information relating to customers; and communication from or from the remote machine monitoring means. A private branch exchange that receives a line connection request via a network, a telephone integration unit that receives a line connection request from the private branch exchange, and all the line connection requests that are arranged on each command board and distributed by the telephone integration unit. A remote machine monitoring and integration system, comprising: 2. The remote machine monitoring and integration system according to claim 1, wherein said telephone handling means obtains customer information based on information specifying a customer before a private branch exchange connects a line. Remote machine monitoring and integration system. 3. The remote machine monitoring and integration system according to claim 1, wherein a region code for specifying a region is assigned to a transmission source of the line connection request, and said customer database is divided for each region. Remote machine monitoring and integration system. 4. The remote machine monitoring and integration system according to claim 1, wherein a voice database storing contents of conversations with customers as voice data, and voice data stored in the voice database are collectively managed and designated. And a voice data management means for playing back the voice data.