JP6388683B1 - Monitoring system and information terminal device in monitoring system - Google Patents

Abstract

The present invention provides a user who records a response to a failure by mastering a response that can be taken for a failure occurring in equipment. An action master 22 in which a response that can be taken for a failure occurring in a facility of a building to be monitored is defined, and a response that is set in advance for each facility and should be performed when a failure occurs in the facility Is displayed in the action reservation master 23 in which the action is set, and the history of response to the failure is displayed in the response history display area of the failure response screen displayed when handling the failure, and the action reservation master 23 is displayed in the response reservation display area. And a display processing control unit 114 that displays the reserved correspondence set in the customer's equipment read out from. The display processing control unit 114 also displays a corresponding list read from the action master 22 in response to an action addition instruction from the operator. [Selection] Figure 1

Description

  The present invention relates to a monitoring system and an information terminal device in the monitoring system, and more particularly to recording of a response to a failure occurring in a facility to be monitored.

  In order to monitor building facilities scattered throughout the country, for example, elevators installed in contracted buildings, the monitoring system has multiple monitoring centers installed throughout the country, and each monitoring center is installed in its own area. The elevator is monitored.

  When a customer such as a building owner detects that a failure has occurred in the elevator, the customer calls the monitoring center in charge. The operator in the monitoring center uses a dedicated operator terminal with which the telephone is associated to respond to the customer. When receiving an incoming call from the customer, the operator hears the content of the failure and repairs the failure. For this reason, various measures will be taken to repair the failure, such as sending an engineer to the site. At this time, the operator records the content of the response taken for the failure.

JP 2009-107817 A JP 2008-001494 A JP 2008-230745 A JP 2007-161431 A JP 2003-296480 A JP 2004-334516 A

  However, conventionally, since the operator records the content of the response performed for repairing the failure in his own expression, the expression of the recorded content has varied. Such variation in expression is not preferable in terms of management.

  In addition, for example, when there is a special note in a contract with a customer that informs a predetermined party that a failure has occurred, there is a case where the customer depends on the contract with the customer. come.

  It is an object of the present invention to provide convenience to a user who records a response to a failure by mastering a possible response to a failure that occurs in the facility.

  The information terminal apparatus in the monitoring system according to the present invention displays the display means for displaying the screen and the contents of the response to the failure occurring in the facility of the building to be monitored in the history display area on the failure response screen in chronological order. Display control means for controlling to display in the corresponding master display area the corresponding master information in which the correspondence that can be taken for the failure that occurs in the equipment according to the response addition instruction by the user is defined, The display control means additionally displays the content of the response selected by the user from the response master display area on the failure response screen.

  In addition, the display control means, when a failure occurs in the equipment, the content of the action to be performed when a failure occurs in the equipment acquired from the corresponding reservation information storage means, the reservation correspondence on the failure handling screen It is characterized by being displayed in the area.

  In addition, when the correspondence displayed in the reservation correspondence area is implemented, the display control means moves the correspondence content from the reservation correspondence area to the history display area and displays it.

  Further, the display control means displays the corresponding execution timing set in the corresponding reservation information storage means together.

  The monitoring system according to the present invention includes correspondence master information storage means for storing correspondence master information in which a correspondence that can be taken with respect to a failure occurring in a facility of a building to be monitored is defined, and a failure occurring in the facility. A correspondence information storage means for storing correspondence information indicating the contents of correspondence, and an information terminal device. The information terminal device refers to the display means for displaying a screen and the correspondence information storage means. The obtained content of the response to the failure occurring in the equipment is displayed in the history display area on the failure response screen in chronological order, and the response acquired from the response master information storage means according to the response addition instruction by the user Display control means for controlling the contents to be displayed on the correspondence list screen, the display control means corresponding to the correspondence selected by the user from the correspondence list screen Characterized in that for additionally displayed contents on the failure countermeasure screen.

  In addition, it has correspondence reservation information storage means for storing correspondence reservation information that is set in advance for each piece of equipment, and that sets correspondence to be performed when a failure occurs in the equipment.

  The display control means, when a failure occurs in the equipment, the contents of the correspondence to be performed on the equipment obtained by referring to the correspondence reservation information storage means in the reservation correspondence area on the failure correspondence screen It is characterized by being displayed.

  According to the present invention, it is possible to provide convenience to a user who records a response to a failure by mastering a response that can be taken for a failure that occurs in the facility.

  In addition, since the contents of the actions to be taken when a failure occurs are displayed in the reservation handling area, it is possible to suppress the omission of actions to be taken by the user.

  Further, it is possible to move the contents of the implemented correspondence from the reservation correspondence area to the history display area.

  In addition, it is possible to notify the execution timing of the action to be taken by the user.

It is a figure which shows the whole structure and block structure of the monitoring system of one Embodiment of the monitoring system which concerns on this invention. It is a hardware block diagram of the operator terminal in this Embodiment. It is a figure which shows an example of the data structure of the history information memorize | stored in the history information storage part in this Embodiment. It is a figure which shows an example of a data structure of corresponding | compatible master information memorize | stored in the action master in this Embodiment. It is a figure which shows an example of the data structure of the corresponding reservation information memorize | stored in the action reservation master in this Embodiment. It is a screen block diagram of the failure response screen displayed on the operator terminal in the present embodiment. It is a figure which shows an example of the layout structure of the failure response area in the failure response screen of this Embodiment.

  Hereinafter, preferred embodiments of the present invention will be described with reference to the drawings.

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

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

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

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

  Returning to FIG. 1, the operator terminal 11 includes a telephone processing unit 111, a user interface (UI) unit 112, an input receiving unit 113, a display processing control unit 114, an action addition processing unit 115, an action reservation processing unit 116, and a control unit 117. Have. Components that are not used in the description of the present embodiment are omitted from FIG. The telephone processing unit 111 performs all processes using the telephone, such as line connection, dialogue processing, and dialogue content recording processing. The user interface unit 112 is realized by the display 39 and displays various screens. The input receiving unit 113 receives information input from the display screen by the operator. The display processing control unit 114 performs display processing and display control of various screens on the user interface unit 112. In this embodiment, the contents of the response to the failure that occurred in the facility of the building to be monitored are displayed in the history display area on the failure response screen in chronological order, and also generated in the facility according to the response addition instruction by the user Display control such as displaying on the correspondence list screen the correspondence master information in which the correspondence that can be taken against the failure is defined.

  By the way, information corresponding to each case is collectively displayed on the failure handling screen. The “case” in the present embodiment refers to a troubled event that has occurred in a customer's building facility. In the present embodiment, a case is specified by what trouble event (failure) has occurred in which building, that is, by the building specified by the building number and the failure. The “building number” is an abbreviation for a building number, which is an identification number assigned to each building. When some kind of response is implemented for the case, action information is generated as a log of the response. In this embodiment, “response” and “action” are used almost synonymously. However, the action addition processing unit 115 generates action information corresponding to the response when the operator or the like performs some response. , It is registered in the history information storage unit 21.

  When a failure occurs in the facility, the action reservation processing unit 116 acquires the content of the response to be performed on the facility. The acquired information is displayed in the reservation corresponding area on the failure response screen by the display processing control unit 114. Is done. The control unit 117 performs overall control in the operator terminal 11 such as cooperating with each of the components 111 to 117 and causing each of the components to function.

  Each component 111 to 117 in the operator terminal 11 is realized by a cooperative operation of a computer mounted on the operator terminal 11 and a program operating on the CPU 31 mounted on the computer.

  The server center 20 manages a history information storage unit 21, an action master 22, an action reservation master 23, and a customer master 24 using a plurality of server computers. FIG. 3 is a diagram illustrating an example of a data configuration of the history information stored in the history information storage unit 21 according to the present embodiment. The history information is information that is generated for each failure (for each case) that has occurred in the building equipment, and one or a plurality of action information is associated with the case ID and the building number. As described above, the action information is generated every time an action or the like is performed on the case by an operator or the like, and is additionally registered in the failure history information. The action information includes the action date and time information indicating the date and time when the action was performed, the action type indicating the type of response performed, the operator ID of the corresponding operator, and if the operator corresponds to a person, the corresponding partner and response In the case of the action using the telephone, the recording ID for identifying the recording data in which the telephone number of the other party and the contents of the telephone conversation are recorded is included. In this way, in the history information storage unit 21, a corresponding log (action information) is generated when an action is performed, and the action information is handled in time series according to the action date and time, so that one failure ( It is stored as information (background information) indicating the history of the response to (project).

  FIG. 4 is a diagram illustrating an example of a data configuration of correspondence master information stored in the action master 22 according to the present embodiment. The correspondence master information defines the correspondence that can be taken against the failure, and is configured by items of classification, action, and default. The action is a response (action) that can be taken against the failure, and the classification is a classification name when the action is classified by type. When an action is selected, it may be necessary to remember to follow the action next, and an alarm is output according to the elapsed time from the input date and time. The date and time is specified by the operator. The initial value is set as the default.

  FIG. 5 is a diagram showing an example of the data configuration of the corresponding reservation information stored in the action reservation master 23 in the present embodiment. In the correspondence reservation information, a correspondence to be performed when a failure occurs in the facility is set in advance for each facility in accordance with a contract with the customer. In the response reservation information, a response that is additionally implemented in response to a normal failure is set according to a request from a customer. Corresponding reservation information is composed of classification, execution timing, and contents. Each information is given a serial number (No.). The content describes the content of the action (action) to be performed. The execution timing is the execution timing of the correspondence. The classification is a classification name when the corresponding content is classified by type.

  The customer master 24 includes a building number for identifying a customer building as a contract partner in association with information including a customer name, a telephone number, contract details, and a security company that performs security for the customer. Customer information is set.

  Each storage unit 21 to 24 in the server center 20 is realized by an HDD or a RAM mounted in each server computer of the server center 20.

  FIG. 6 is a screen configuration diagram of a failure handling screen displayed on the display 39 of the operator terminal 11 in the present embodiment. The failure response screen is divided into display areas of a telephone information area 42, a remote monitoring area 43, a building information area 44, a security information area 45, a facility information area 46, and a failure response area 47. In this embodiment, Various information is classified and displayed in a corresponding display area.

  The telephone information area 42 displays telephone information related to incoming and outgoing calls, such as the telephone number of the caller and the terminal ID of the operator terminal 11 that has accepted the call. In the remote monitoring area 43, signals and information emitted from the remote monitoring target building are displayed. The building information area 44 displays information about the customer and the building, such as the address, location, building number, etc. of the customer of the contract partner specified by the dialogue with the customer. In the security information area 45, information about a security company with which the customer is contracted, such as a security company name, a telephone number, and a security time zone, is displayed. In the equipment information area 46, information on equipment to be monitored by the customer and contract details are displayed. In the failure response area 47, the content of the response to the failure in the case is displayed. An example of the layout configuration of the failure handling area 47 is shown in FIG.

  The failure handling area 47 includes a handling history display area 51 and a handling reservation display area 52. In the failure handling screen, information related to each failure (case) that has occurred in the building equipment is displayed. In the handling history display area 51, the information of the case stored in the history information storage unit 21 is displayed. The history information is extracted, and the action information included in the history information is displayed in a list in chronological order. Further, in the corresponding reservation display area 52, the corresponding reservation information set in correspondence with the equipment in which the failure has occurred out of the corresponding reservation information set in the action reservation master 23, with respect to the failure. The content of the action to be taken is displayed.

  It should be noted that since the number of responses taken for a failure and the number of responses to be taken for a failure are variable, in this embodiment, they are displayed in the same table and given a serial number (No.). The number of actions that can be displayed in each of the display areas 51 and 52 may be fixed or changed. In the present embodiment, the history of failure response, that is, the actual response to failure is displayed at the top of the table, and the reserved response, that is, the content of the response to be performed, is displayed together at the bottom of the table. .

  In the corresponding history display area 51, referring to the action information read from the history information storage unit 21, an operator name and detailed information specified from the action date and time, action type, partner, operator ID are displayed.

  In the corresponding reservation display area 52, the following information is displayed by referring to the corresponding reservation information set in the customer's equipment read from the action reservation master 23. The date and time read from the action reservation master 23 is displayed. In the action, “<to> special note” indicating that the reservation is supported is displayed. Specifically, the execution timing of the correspondence and the classification (type of correspondence) obtained from the correspondence reservation information are displayed.

  Next, the operation of the operator terminal 11 in the present embodiment will be described.

  The operator logs in to the monitoring system and the PBX 12 by inputting an operator ID and a password from the operator terminal 11, and starts business. When the operator receives an incoming call from the customer, the telephone processing unit 111 starts recording the content of the dialogue between the operator and the customer. When the telephone line is disconnected, the telephone processing unit 111 causes the server center 20 to hold and manage the recording data. In addition, the telephone processing unit 111 sends the recording ID assigned to the recording data to the operator terminal 11. The action addition processing unit 115 associates the “incoming” action with the recording data by including the recording ID in the action information under the control of the control unit 117.

  The operator hears information for identifying the customer's building (building number) by telephone and inputs the information of the customer who is heard from a predetermined search screen (not shown). Then, the display processing control unit 114 causes the user interface unit 112 to display a failure handling screen according to a predetermined operation by the operator. The telephone number of the caller is displayed in the telephone information area 42 of the displayed failure response screen, and the building information area 44 contains the customer building information obtained by searching the customer master 24 based on the customer information. Is displayed.

  Here, it is assumed that a call is received from a customer because a failure has newly occurred as a problem in the customer's equipment. In this case, the control unit 117 issues a new case ID. At this time, there is no history information of the case. Then, the action addition processing unit 115 automatically generates action information whose action type is “reception”. As in this example, the first action information of each item is basically generated by the “receive” action, and thus the history information of the item is generated. More specifically, when the operator selects the save button 53, action information of the action is generated. Further, when the action addition processing unit 115 registers the action information in the history information storage unit 21, the display processing control unit 114 reads out the action information of the case from the history information storage unit 21 and displays it in the corresponding history display area 51.

  In addition to the phone call from the customer, the failure can also be detected by, for example, a phone call made by the passenger operating the interphone installed in the elevator car, but the interphone is a part of the customer's equipment (elevator). Therefore, in this embodiment, for convenience, it is collectively referred to as a customer call.

  Furthermore, the failure may be automatically detected by analyzing a signal transmitted from the building by performing remote monitoring as well as contacting from the customer. In this case, the control unit 117 cooperates with the action addition processing unit 115 to automatically set the content of the failure obtained by the signal analysis in the reception area and automatically generate the history information.

  As described above, upon receiving a telephone call for a new failure, the operator starts repairing the failure. For this purpose, the operator requests the engineer to dispatch to the site. In this case, the operator calls the engineer, but when the call is made, the action addition processing unit 115 automatically generates action information of the “call” action as in the case of the incoming call. The action information generated in this way is registered in the history information storage unit 21. Note that the telephone processing unit 111 processes the dialogue between the operator and the engineer in the same manner as in the case of the dialogue with the customer.

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

  When the action addition button 54 is selected, the display processing control unit 114 reads the correspondence master information from the action master 22 in accordance with an instruction from the action addition processing unit 115, and enters the correspondence master information area 48 as illustrated in FIG. indicate. Of course, the corresponding master information area 48 does not have to be a display area for the corresponding master information. For example, a display screen for the corresponding master information may be separately generated and displayed.

  The operator selects a desired response from the responses displayed in the response master information area 48. In the present embodiment, as shown in FIG. 4, since each response is classified and displayed according to the status such as being handled after an incoming call, the operator can easily find a response to be performed according to the current status. When the operator selects a desired response, if any parameter needs to be set to implement the selected response, the display processing control unit 114 displays a pop-up screen for setting the parameter, and Set parameters. For example, when a reporter registration classified as reception is selected, a pop-up screen for inputting a name and a telephone number is displayed.

  When parameters are set from the pop-up screen, the action addition processing unit 115 generates action information corresponding to the correspondence and additionally registers it in the corresponding history information. Thereby, the display processing control unit 114 additionally displays the corresponding contents obtained from the additionally registered action information in the corresponding history display area 51. In this way, in the response history display area 51, the details of the response performed for the failure are displayed in chronological order, thereby indicating the response history.

  The actions performed by the operator for one item are determined to some extent. Therefore, in the embodiment, a response that can be taken for a failure occurring in the facility is mastered, and when the operator wants to add an action (when the action addition button 54 is selected), the mastered response is presented. did. As a result, the operator can select from the presented responses, or the operator can select the implemented response, so that the expression of the recorded correspondence does not vary.

  As described above, the history of response to the failure is displayed in the response history display area 51 of the failure response screen. Corresponding reservation information is displayed in the response reservation display area 52 together with the display of this history. .

  In other words, when the operator receives a new telephone contact with the failure and the action information “incoming” is generated, the action reservation processing unit 116 reads the corresponding reservation information corresponding to the customer from the action reservation master 23. . The display processing control unit 114 displays the read corresponding reservation information in the corresponding reservation display area 52. By referring to the contents displayed in the correspondence reservation display area 52, the operator can know the correspondence to be performed and the execution timing of the correspondence. For example, when a new failure-occurring phone call is received, the fax is transmitted to the management company.

  As shown in FIG. 7, a pull-down button 55 is displayed in the details column of the action information and the corresponding reservation information. The pull-down menu displayed when the operator selects the pull-down button 55 displays a list of processes that can be performed in relation to the action information and the corresponding reservation information. The pull-down menu corresponding to the corresponding reservation information includes selection items such as “Implemented”, “Not required”, and “Detailed display”.

  The operator can refer to the details of the corresponding reservation information by selecting “detail display”. When the reserved correspondence is actually implemented, the item “Implemented” is selected from the pull-down menu displayed by selecting the corresponding pull-down button 55. In response to this selection operation, the action addition processing unit 115 generates action information based on the corresponding reservation information to be operated and registers it in the history information storage unit 21. Accordingly, the display processing control unit 114 moves the corresponding content displayed in the corresponding reservation display area 52 to the corresponding history display area 51.

  As described above, according to the present embodiment, the response to be performed on the customer's equipment in which the failure has occurred is displayed in the form of a reservation so that the operator can be aware of it. Can be suppressed. Further, in this embodiment, when the equipment recovers from the failure and the completion of the failure is completed, the operator closes the matter by selecting the response end button 56, but if the reservation remains, the response end button You may block so that it cannot be completed even if 56 is selected.

  In the present embodiment, the equipment such as an elevator installed in a building has been described as an example of equipment to be monitored. However, the equipment may be used for the purpose of monitoring other equipment.

  1 Intranet, 10 Monitoring center, 11 Operator terminal, 12 PBX, 13, 23 LAN, 14, 24 router, 20 Server center, 21 History information storage unit, 22 Action master, 23 Action reservation master, 24 Customer master, 31 CPU, 32 ROM, 33 RAM, 34 Hard disk drive (HDD), 35 Network interface (IF), 36 Headset, 37 Mouse, 38 Keyboard, 39 Display, 40 Input / output controller, 41 Internal bus, 111 Telephone processing unit, 112 User interface (UI) part, 113 input reception part, 114 display processing control part, 115 action addition processing part, 116 action reservation processing part, 117 control part.

Claims (6)

Display means for displaying a screen;
The contents of the response to the failure that occurred in the equipment of the building to be monitored are displayed in the history display area on the failure response screen in chronological order, and in response to the failure that occurs in the facility according to the user's response addition instruction. Display control means for controlling the corresponding master information in which the corresponding correspondence is defined to be displayed in the corresponding master display area;
Have
The information display device in the monitoring system, wherein the display control means additionally displays the content of the response selected by the user from the response master display area on the failure response screen.   The display control means, when a failure occurs in the equipment, the content of the action to be performed when a failure occurs in the equipment acquired from the correspondence reservation information storage means, in the reservation corresponding area in the failure handling screen The information terminal device in the monitoring system according to claim 1, wherein the information terminal device is displayed.   3. The display control unit according to claim 2, wherein when the correspondence displayed in the reservation correspondence area is implemented, the content of the correspondence is moved from the reservation correspondence area to the history display area and displayed. An information terminal device in the described monitoring system.   The information terminal apparatus in the monitoring system according to claim 2, wherein the display control means displays the corresponding execution timing set in the corresponding reservation information storage means together. Correspondence master information storage means for storing correspondence master information in which a correspondence that can be taken with respect to a failure occurring in the facility of the building to be monitored is defined;
Correspondence information storage means for storing correspondence information indicating the contents of correspondence to a failure that has occurred in the facility;
An information terminal device;
Have
The information terminal device
Display means for displaying a screen;
The contents of the response to the failure that occurred in the equipment obtained by referring to the response information storage means are displayed in the history display area on the failure response screen in chronological order, and the response according to the response addition instruction by the user Display control means for controlling to display the contents of correspondence acquired from the master information storage means on the correspondence list screen;
Have
The monitoring system, wherein the display control means additionally displays the content of the correspondence selected by the user from the correspondence list screen on the failure correspondence screen. Corresponding reservation information storage means for storing correspondence reservation information that is set in advance for each piece of equipment and that is set to be handled when a failure occurs in the equipment.
The display control means, when a failure occurs in the equipment, the contents of the correspondence to be performed on the equipment obtained by referring to the correspondence reservation information storage means in the reservation correspondence area on the failure correspondence screen The monitoring system according to claim 5, wherein the monitoring system is displayed.