JP3334089B2 - Multimedia maintenance system - Google Patents

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION The present invention relates to a multi-purpose system for enabling an operator and a maintenance person to quickly respond to a failure report, a complaint, or the like from a user (hereinafter referred to as a "customer"). Media maintenance system.

[0002]

2. Description of the Related Art Conventionally, as a maintenance system of this type,
Generally, an operator called a maintenance person by a pager, or relied on a method of waiting for regular contact from the maintenance person and requesting a dispatch.

[0003]

However, the method shown in the above prior art has the following problems. (1) When the operator calls the maintenance person, the maintenance person who is the shortest distance from the customer's house must be determined based on the work plan. (2) The maintenance person has not heard from the operator,
Some information is available for the first time at the customer's home. (3) The maintenance person either searches for the map of the customer's home by himself or asks the operator to give a phone call. In the latter case, the operator is to hear the information that the operator has heard from the customer. There are many. In addition, there is a problem as described below for the called maintenance person. (1) The maintenance person cannot make sufficient preparations for failure repair before heading to the customer's house. (2) The maintenance person goes to the site with the location of the customer's house being ambiguous. (3) In many cases, even if a pager sounds while a maintenance person is dealing with another customer, it is impossible to respond. (4) It is necessary for the operator to explain the situation to the maintenance person, and during that time, it becomes impossible to respond to another customer. (5) The operator may be interrupted by an inquiry from a maintenance person during the correspondence with the customer. The present invention has been made in view of the above circumstances, and an object of the present invention is to solve the above-described problems in the conventional technology, and to allow a maintenance person to grasp the fact that a failure has occurred, grasp the failure situation, and grasp the position information. It is an object of the present invention to provide a multimedia maintenance system capable of quickly and accurately performing a one-to-one communication between an operator and a maintenance person and avoiding a decrease in work efficiency.

[0004]

SUMMARY OF THE INVENTION It is an object of the present invention to provide a mobile electronic mail terminal for a maintenance person who can handle text mail, voice mail, and fax mail, and an operator device for an operator who responds to a telephone call from a user. A voice storage device for recording a conversation between an operator and a user when an incoming call is received, a network connecting the mobile electronic mail terminal for maintenance personnel and the operator device, and a map database for storing a database of map information of the maintenance area A maintenance status management device for storing dispatch request information from an operator and correspondence information from a maintenance person. When a user reports a failure report, a complaint, or the like, the operator device responds. The conversation between the operator and the user is recorded in the voice storage device, and if it is determined that a maintenance person needs to be dispatched, the response to the user is terminated. Later, the maintenance status management device is accessed to specify an appropriate maintenance person, and a dispatch request message is sent to the mobile e-mail terminal for the maintenance person carried by the specified maintenance person through the network. The mobile mail terminal for maintenance personnel who sent and received this
At the same time, the voice storage device is accessed to reproduce a voice message in which the conversation between the operator and the user corresponding to the received message is recorded, and at the same time, the map database is accessed, and the position information of the user is retrieved as a fax mail. , A multimedia maintenance system configured to address maintenance.

[0005]

In the multimedia maintenance system according to the present invention, the use of the multimedia maintenance terminal enables the maintenance person to quickly and accurately grasp the occurrence of a failure, the state of the failure, and the position information. This makes it possible to avoid a decrease in work efficiency due to one-on-one communication between the operator and the maintenance person.

[0006]

Embodiments of the present invention will be described below in detail with reference to the drawings. FIG. 2 is a diagram showing an overall configuration of a multimedia maintenance system according to an embodiment of the present invention.
Shows an outline of the operation of the multimedia maintenance system shown in FIG. In FIG. 2, 1 is a mobile terminal device for maintenance personnel, 2 is an operator device, 3 is a voice storage device, 4 is a mobile terminal device for maintenance personnel 1 and an operator device 2.
A reference numeral 5 denotes a map database (DB) device, and 6 denotes a maintenance status management device. The outline of the operation of the multimedia maintenance system according to the present embodiment is as follows. That is, when a customer reports a failure report, a complaint, or the like, the operator responds with the operator device 2. The conversation between the customer and the operator during this time is recorded in the voice storage device 3 (steps 41 to 42).

[0007] When the operator determines that a maintenance person needs to be dispatched, he / she accesses the maintenance status management device 6 after the response to the customer is completed, specifies an appropriate maintenance person, and sends it through the network 4. Then, a dispatch request message is transmitted to the mobile terminal device 1 for the maintenance person carried by the maintenance person (steps 43 to 44). On the other hand, the mobile terminal for maintenance personnel 1 called by the dispatch request message accesses the above-mentioned voice storage device 3 and outputs a voice message in which a conversation between the customer and the operator corresponding to the received message is recorded. At the same time as playing, map DB5
And retrieves the customer's location information as a fax mail, and heads for maintenance (steps 45-46). After the maintenance is completed, an end message is transmitted from the mobile terminal device 1 for maintenance personnel to the operator device 2 (step 47).

The details of this embodiment will be described below. The mobile terminal device for maintenance personnel shown in FIG. 2 (hereinafter simply referred to as “terminal device”)
1) is the same as the number of maintainers, and moves in principle with the maintainers. 2 shows a plurality of terminal devices 1a, 1b,...
In the following description, these are collectively described as “terminal device 1”. In the terminal device 1, the terminal device 1
A network control unit (NCU) 11 for terminating a line of the network 4 for interfacing with the network 4 and a modem 1 to be described later
2, a microphone (hereinafter referred to as “microphone”) 13, a switch 15 for connecting / disconnecting the speaker 14 and the NCU 11, and the like. The modem 12 described above converts between data transmitted through the network 4 and data that can be handled by the control unit when transmitting and receiving maintenance dispatch request mail, voice mail, map DB information, maintenance completion mail, and the like to and from the operator device 2. Things.

The microphone 13 captures the voice of a maintenance person when the terminal device 1 is used as a telephone.
The speaker 14 outputs the voice of the other party when the terminal device 1 is used as a telephone, and reproduces the voice mail when the terminal device 1 receives the voice mail. An input unit for transmitting data to the inside, 17 is a PCM for performing data conversion so that voice mail can be reproduced by a speaker, and 18 is a control for controlling each unit in the terminal device 1 in accordance with the contents instructed from the input unit by a maintenance person. Part 1
Reference numeral 9 denotes a mail storage for storing the maintenance request mail transmitted from the operator device 2, reference numeral 20 denotes a display unit for displaying information to be transmitted to the maintenance person in characters or graphics, reference numeral 21 denotes information to be transmitted to the maintenance person and output by the control unit. FAX mail information,
2 shows a signal conversion unit that converts data into data that can be displayed on a display unit.

The above-mentioned operator device 2 has a plurality of lines connected from the network 4 connected to a plurality of reception boards 31a, 31b,... Circuit switching unit 33, a PCM 34 for converting a conversation between the customer and the operator as a voice mail into a format that can be stored in the voice storage device 3, a voice mail, map DB information, and maintenance completion mail from the terminal device 1 described above. Etc., the modem 32 terminates the line of the network 4 and converts the data transmitted through the network 4 into data which can be handled by the control unit 37. And the like, a log 35 for recording daily report information such as the number of accepted failures, and a control unit 37 for controlling the above units. In addition,
In FIG. 2, a plurality of reception boards 31a, 31b,... Are shown, but in the following description, these will be collectively described as "reception boards 31".

The voice storage device 3 has a voice DB for storing voice mail and a control unit for transmitting / receiving voice mail to / from the operator device 2 via the LAN. The network 4 is a public network connecting the customer with the operator device 2, the operator device 2 and the terminal device 1 for maintenance personnel. The map DB device 5 has therein a map DB for storing map information and a control unit for transmitting and receiving map information to and from the operator device 2 via the LAN. The maintenance status management device 6 has a management DB for storing the maintenance status therein, and stores the management DB in the operator device 2 via the LAN.
It has a control unit for transmitting and receiving data to and from the device.

FIG. 3 is a diagram showing a sequence from the reception of a failure to the dispatch of a maintenance person as an operation of the operator device 2 side, and FIG. 4 is a diagram showing an operation of the terminal device 1 side. Hereinafter, it will be individually described. First, the operator device 2
The operation of the side is as follows. When a customer reports a failure, the operator responds, records a conversation between the customer and the operator during that time, and after the response is completed, stores the contents of the conversation in the voice storage device 3 as voice mail (steps 51a to 51h). ). Next, a maintenance person dispatch request mail having a format as shown in FIG. 5 to be described later is created (step 51i).
Further, the user accesses the map DB device 5 to search for the position code of the failure location, accesses the maintenance status management device 6 based on the search, and specifies the maintenance person to be dispatched by the operation shown in FIG. (Steps 51j-51k).

Next, in step 51m, the terminal device 1 carried by the maintenance person specified above is called, and if a response is received, the maintenance person dispatch request mail created above is transmitted (step 51n). ). The terminal device 1 automatically accumulates the received dispatch request mail in a memory in the device. The operation of the terminal device 1 side is as follows. Terminal device 1
Starts the operation shown in FIG. 4 upon receiving an appropriate trigger, for example, a dispatch request mail. Searches the received dispatch request e-mail and displays it if any. Further, a line is connected to the operator device 2, a corresponding voice mail is searched and received, and the voice mail is reproduced (step 5).
3a-53e).

Next, it accesses the map DB device 5 to search for the corresponding map information, and if there is, outputs it to the display device. In addition, at this time, if there is an instruction from the maintenance person, a dispatch request mail, map information, and the like are output to the external fax 22. After the termination, the line is disconnected, and maintenance is performed when possible (steps 53f to 53i). When the maintenance is completed, a maintenance end mail is created, the line is connected to the operator device 2, the maintenance end mail is transmitted, and the line is disconnected.
(Steps 53j-53n). The above is the operation of the multimedia maintenance system according to the present embodiment. According to the multimedia maintenance system according to the present embodiment, by effectively using the multimedia maintenance terminal, the maintenance person can quickly and quickly grasp the occurrence of the failure, the failure status, and the position information.
The effect is obtained that it can be performed accurately and almost completely automatically, and it is also possible to avoid a decrease in work efficiency due to one-on-one communication between the operator and the maintenance person.

The following is a supplementary explanation of each mail (message), the configuration of a table used for control, and the like. FIG.
Is a diagram for explaining the contents of a dispatch request mail. The dispatch request mail includes a dispatch request mail I as shown in the figure.
Items such as D, reception date / time, reception number, operator in charge, customer name, customer telephone number, customer address, position code, failure summary, desired construction date, etc. are described. Details of each item are as shown in the figure. The name of the operator in charge is shown in FIG.
By preparing a table as shown in (a), it is automatically searched.

Next, FIG. 6 shows an example (a) of a sequence for specifying the above-mentioned maintenance person and the maintenance status management device 6 in this case.
(B) of FIG. Here, in the sequence of (a) for specifying the maintenance person, the maintenance person who has performed the maintenance in the area including the failure location on the day is selected. In order to make this selection, it is effective to prepare a table having the contents shown in FIG. FIG. 7 is a diagram (a) showing another example of the above-mentioned sequence for specifying the maintenance person and a diagram (b) showing the data storage format of the maintenance status management device 6 corresponding thereto. Here, in the sequence of (a) for specifying the maintenance person, the maintenance person who has completed the last maintenance response at the location closest to the failure location is selected. Then, in order to make this selection, a table having the contents shown in (b) is prepared.

FIG. 8 (b) shows an example of a maintenance person table used to obtain the terminal number and mail address of the maintenance person after the optimum maintenance person is selected by the above-mentioned sequence. It is. FIG. 9A is a diagram showing a sequence for recording the voice mail shown in FIG. Here, the operation of the PCM unit 34 is started at the same time as the line connection of the failure report from the customer, the audio signal is converted into a digital signal and stored in the log unit 35. At this time, a file name is automatically given (steps 55a to 55a).
5c). Next, the voice file stored in the log unit 35 is transferred to the voice storage device 3, a voice mail ID is created, and the voice file name is stored in the voice storage device 3 together with the voice file name.
The data is stored in the format as shown in (b) (steps 55d to 55f).

Further, a maintenance dispatch request mail ID is created and stored together with the voice file name in the voice storage device 3 in a format as shown in FIG. 10A (steps 55g to 55).
h). FIG. 9B is a diagram showing a sequence for specifying the voice mail shown in FIG. Here, when the ID for dispatch request mail is transmitted from the terminal device 1 to the operator device 2, the operator device 2 transmits the ID to the voice storage device 3.
And the voice storage device 3 transmits the ID for the dispatch request mail.
Based on the above, the table shown in FIG. 10A is searched to acquire the voice mail ID (steps 56a to 56d).
Next, the voice storage device 3 transmits a voice mail corresponding to the obtained voice mail ID to the operator device 2, and the operator device 2 transmits the voice mail to the terminal device 1.
(Steps 56e to 56f).

FIG. 11 (a) is a diagram showing a sequence for searching for a position code of a fault location from the map DB device 5 shown in FIG. Here, the address of the customer obtained at the time of the failure report is transmitted from the operator device 2 to the map DB device 5, and the map DB device 5 acquires the corresponding position code from now on. Then, the acquired position code is transmitted to the operator device 2 (steps 57a to 57c). Next, FIG.
FIG. 5B is a diagram showing a sequence of a map information search of the terminal device 1 shown in FIG. Here, first, the terminal device 1
Acquires the location code of the failure location from the dispatch request mail received by the user and transmits this to the operator device 2. The operator device 2 transmits this to the map DB device 5.

The map DB apparatus 5 retrieves, for example, a table shown in FIG. 12A based on the received position code to acquire a data index (steps 58a to 58).
d). Further, based on this data index, FIG.
Searching the table shown in FIG. 2 (b) and acquiring data,
The acquired data is transmitted to the terminal device 1 via the operator device 2 (steps 58e to 58g). Note that FIG.
The table shown in FIG. 2 (a) shows the last maintenance response at the location closest to the failure occurrence location using the coordinates used in the second example of the maintenance person specifying sequence described using item 7. This corresponds to an example in which a finished maintenance person is selected.

As described above in detail, according to the multimedia maintenance system according to the present embodiment, by using the multimedia maintenance terminal effectively, the maintenance person can grasp the fact of the occurrence of the failure, the status of the failure, and the like. It is possible to grasp the position information quickly, accurately, and almost automatically, and it is also possible to avoid a decrease in work efficiency due to one-on-one communication between the operator and the maintenance person. can get. It should be noted that the above embodiment is an example of the present invention, and it is needless to say that the present invention is not limited to this.

[0022]

As described above in detail, according to the present invention, the maintenance person can quickly and accurately grasp the occurrence of the failure, the failure state, and the position information, and can perform the operation between the operator and the maintenance person. This makes it possible to realize a multimedia maintenance system capable of avoiding a decrease in business efficiency due to one-on-one communication.

[Brief description of the drawings]

FIG. 1 is an operation flowchart showing an outline of an operation of a multimedia maintenance system according to an embodiment of the present invention.

FIG. 2 is a diagram illustrating an overall configuration of a multimedia maintenance system according to an embodiment.

FIG. 3 is a diagram (part 1) illustrating a sequence from failure reception to dispatch of a maintenance person.

FIG. 4 is a diagram (part 2) illustrating a sequence from failure reception to dispatch of a maintenance person.

FIG. 5 is a diagram illustrating the contents of a dispatch request mail.

FIG. 6 is a diagram showing an example (a) of a sequence for specifying a maintenance person and a data storage format of the maintenance status management device 6 in this case.
(b).

FIG. 7 shows another example (a) of a sequence for specifying a maintenance person;
FIG. 9B is a diagram (b) showing a data storage format of the maintenance status management device 6 corresponding to this.

FIG. 8 is a table (a) used to obtain the name of the operator in charge.
FIG. 9 is a diagram showing an example of a maintenance person table (b) used to obtain a terminal number and a mail address of the maintenance person.

9A is a diagram showing a sequence for recording a voice mail, and FIG. 9B is a diagram showing a sequence for specifying a voice mail.

FIG. 10 is a diagram showing a data storage format of the voice storage device 3.

11A is a diagram showing a sequence for searching for a position code of a fault location from the map DB device 5, and FIG.
FIG. 7B is a diagram (b) showing a sequence of map information search of FIG.

FIG. 12 is a diagram showing a data storage format of the map DB device 5;

[Description of Signs] 1 Mobile terminal device for maintenance personnel 2 Operator device 3 Voice storage device 4 Network connecting between mobile terminal device 1 for maintenance personnel and operator device 5 5 Map database (DB) device 6 Maintenance status Management device 11 Network control device (NCU) 12, 32 Modem 13 Microphone 14 Speaker 15 Switcher 16 Input unit 17, 34 PCM 18 Control unit 19 Mail storage 20 Display unit 21 Signal conversion unit 31 Reception desk 33 Line switching unit 35 Log 36 Clock 37 control unit

Claims (1)

(57) [Claims] 1. A mobile e-mail terminal for maintenance personnel capable of handling text mail, voice mail, and facsimile (FAX) mail, an operator device for an operator corresponding to a telephone call from a user, A voice storage device for recording conversations with the user, a network connecting the mobile e-mail terminal for maintenance personnel and the operator device, a map database device for storing a database of map information of the maintenance area, and a dispatch request from the operator. A maintenance status management device for storing information and correspondence information from a maintenance person; when a user reports a failure report, a complaint, etc., the operator device responds to the communication and a conversation between the operator and the user. Is recorded in the voice storage device, and if it is determined that a maintenance person needs to be dispatched, the maintenance status management While accessing the device to specify an appropriate maintenance person, send a dispatch request message to the mobile e-mail terminal for the maintenance person carried by the specified maintenance person through the network, and receive the message. The mobile mail terminal for maintenance personnel accesses the voice storage device, reproduces a voice message recording a conversation between the operator and the user corresponding to the received message, and simultaneously accesses the map database, A multimedia maintenance system configured to extract user position information as a fax mail and cope with maintenance.