JP6694601B2 - Inquiry reception system - Google Patents

Description

  The present invention relates to an inquiry reception system that receives an inquiry about a device.

  Conventionally, a remote monitoring system for monitoring the operating status of a lifting device has been provided. A remote monitoring system includes a lifting device including a control microcomputer for controlling the operation, and a terminal that is communicably connected to the control microcomputer of the lifting device and remotely monitors the operation of the lifting device. Reference 1).

  In such a system, based on a signal (a so-called event code) from the lifting device (control microcomputer), an operating condition (operation stop, etc.) of the lifting device is notified to a monitoring staff member of the monitoring center. Along with this, the supervisor selects a technician who can be dispatched immediately or a technician who is staying in a place near the lifting device that was the subject of the notification from among a plurality of technicians, and dispatches the technician to the site. Request. In addition, since the monitoring staff can grasp the operation status of the lifting device, the dispatch status of the technician, the maintenance progress status, etc., the monitoring center makes inquiries regarding the lifting equipment (such as the dispatch status of the technician and the maintenance progress status). Inquiries) are available.

  By the way, in the event of a disaster such as an earthquake, a problem may occur in a plurality of lifting devices at the same time and many inquiries may be made to the monitoring center at the same time. However, the number of observers is limited, so if many inquiries are received at the same time, it may not be possible to respond.

JP, 2016-44054, A

  Therefore, the present invention provides an inquiry receiving system capable of responding to a plurality of inquiries about a device.

  The inquiry receiving system of the present invention is connected with at least the area information, the status information of the equipment in the area included in the area information, and the trend information of the technician in charge of the maintenance of the equipment, and is connected to the public network. A terminal, the terminal includes a telephone conversation section for an observer, and an automatic voice guidance section, and based on at least information from a caller terminal obtained from the public network, a device to be inquired and the device A location is specified, and when the location of the specified device does not correspond to an area included in the input area information, the caller terminal and the call unit are communicably connected via the public network. However, when the location of the specified device corresponds to an area included in the input area information, the caller terminal and the automatic voice guidance unit are connected to each other via the public network so that they can communicate with each other. And transmits the response message created on the basis of the status information and input Trend Information of the technician of the specified the device to the caller terminal from the automatic voice guidance unit, characterized in that.

  In the above inquiry reception system, in response to an inquiry about a device in a specific area, automatic voice guidance is responded and a response message according to the situation of the device or a technician is transmitted, and an inquiry about a device outside the specific area is sent. And the observer will respond. In other words, even if a plurality of inquiries about the device are received, the inquirer regarding the device in the specific area does not respond to the inquirer, and the automatic voice guidance can respond. As a result, the number of inquiries to be handled by the surveillance staff can be suppressed, and thus it is easy to respond even if a plurality of inquiries regarding the equipment are received.

  The inquiry receiving system includes a storage unit that stores identification information of the device, and the terminal includes information from the caller terminal obtained from the public network and the device stored in the storage unit. The device to be inquired and the location of the device may be specified based on the identification information.

  According to this configuration, the device to be inquired and the location of the device can be specified in consideration of the identification information of the device in addition to the information from the sender terminal.

  In the inquiry receiving system, the storage unit stores identification information of a plurality of devices and transmission destination information corresponding to each of the identification information of the plurality of devices, and the terminal includes a transmission unit. The transmission destination information of the specified device may be extracted from the storage unit, and the transmission unit may transmit the transmission message corresponding to the response message to the transmission destination included in the transmission destination information.

  With such a configuration, the transmission message can be transmitted to the transmission destination corresponding to (related to) the device as the inquiry target.

  The inquiry reception system may include a technician mobile terminal that inputs the trend information of the technician to the terminal through a wireless line.

  According to this configuration, it is possible to grasp the trend information of the technician (current situation of the technician) from the terminal.

  The inquiry receiving system may include a monitoring unit connected to the device, which inputs status information of the device to the terminal through a public line.

  According to such a configuration, the status information of the device (the current status of the device) can be grasped from the monitoring unit.

  As described above, according to the present invention, even if a plurality of inquiries about the device are received, an inquiry acceptance system that can respond to the inquiries is provided.

FIG. 1 is a block diagram of an inquiry receiving system according to an embodiment of the present invention. FIG. 2 is a diagram showing a database used in the inquiry reception system according to the embodiment of the present invention. FIG. 3 is a diagram showing a database used in the inquiry reception system according to the embodiment of the present invention. FIG. 4 is a diagram showing a database used in the inquiry reception system according to the embodiment of the present invention. FIG. 5 is a diagram showing a list used in the inquiry reception system according to the embodiment of the present invention. FIG. 6 is a diagram showing a list used in the inquiry reception system according to the embodiment of the present invention. FIG. 7 is a diagram showing a list used in the inquiry reception system according to the embodiment of the present invention. FIG. 8 is a flowchart showing the processing of the inquiry reception system according to the embodiment of the present invention. FIG. 9 is a flowchart showing the processing of the inquiry reception system according to the embodiment of the present invention. FIG. 10 is a flowchart showing the processing of the inquiry reception system according to the embodiment of the present invention. FIG. 11 is a flowchart showing the processing of the inquiry reception system according to the embodiment of the present invention. FIG. 12 is a diagram showing a database used in the inquiry reception system according to the modified example of the present invention. FIG. 13 is a block diagram of an inquiry reception system according to a modified example of the present invention.

  The inquiry receiving system according to the present invention will be described below. The inquiry reception system normally responds to an inquiry from a user or administrator of a device (for example, an elevator or an escalator) by a voice call by an operator. On the other hand, this inquiry reception system responds to inquiries from a specific area (for example, an area where a wide area disaster such as an earthquake has occurred) where the inquiries are concentrated by automatic voice guidance. In the following, the inquiry receiving system will be described by exemplifying an elevator as a device to be inquired.

  As shown in FIG. 1, the inquiry receiving system includes a terminal 2 having a power receiving terminal (call unit) 20 for a power receiving operator (monitor) and an IVR (Interactive Voice Response) server (automatic voice guidance unit) 21. .. At least terminal information, status information of an elevator (equipment) 3 in the area included in the area information, and trend information of a technician who is in charge of maintenance of the elevator 3 are input to the terminal 2, and a public network (for example, the Internet) is input to the terminal 2. It is connected to the.

  The inquiry receiving system 1 of the present embodiment includes an information terminal (sender terminal) 4 connectable to a terminal 2 via a public network (for example, a telephone line), and a data server (in which identification information of an elevator 3 is stored. The storage unit 5 includes a technician terminal (technician mobile terminal) 6 that can be connected to the terminal 2 via a wireless line (for example, the Internet), and a monitoring unit 7 that is connected to the elevator 3. In addition, in the inquiry reception system 1 of the present embodiment, in addition to the monitoring unit 7, between the terminal 2 and the elevator 3, the monitoring unit 7 is connected to the monitoring unit 7 via a telephone line and via a communication line (for example, the Internet). A monitoring terminal 8 that can be connected to the terminal 2 is provided.

  Although one elevator 3 is shown in FIG. 1, the inquiry receiving system 1 of this embodiment includes a plurality of elevators 3. Further, in the inquiry receiving system 1 of the present embodiment, the monitoring unit 7 and the monitoring terminal 8 are shown one by one, but a plurality of monitoring units 7 and a plurality of monitoring terminals 8 are included. Further, in FIG. 1, one information terminal 4 and one technician terminal 6 are shown, but the inquiry reception system 1 of the present embodiment includes a plurality of information terminals 4 and a plurality of technician terminals 6. include.

  The information terminal 4 is, for example, a portable terminal such as a PDA (Personal Digital Assistant) or a notebook computer, or a wearable terminal. Specifically, the information terminal 4 is carried by a user or the like (a user of the elevator 3, a manager of the elevator 3, or the like). In addition, the information terminal 4 includes a call unit 40 capable of voice communication and a first output unit 41 capable of displaying a response message described later output from the terminal 2. The first output unit 41 is, for example, a display.

  In the inquiry receiving system 1 of the present embodiment, the information terminal 4 communicates with the terminal 2 via the public network (telephone line) when a user or the like operates to start a call. In this case, the information terminal 4 can notify the terminal 2 of its own telephone number. Further, when the response message described later is output from the terminal 2, the information terminal 4 displays the output response message on the first output unit 41.

  The technician terminal 6 is, for example, a portable terminal such as a PDA or a notebook computer, a wearable terminal, or the like. Specifically, the technician terminal 6 is carried by a technician who is in charge of maintenance of the elevator 3. Further, the engineer terminal 6 can display an input unit 60 into which the identification information of the elevator 3 (for example, the identification number of the elevator 3) and the trend information of the engineer can be input, and an information request mail described later output from the terminal 2. And a second output section 61. The input unit 60 is, for example, an input key or a keyboard, and the second output unit 61 is, for example, a display. When the engineer terminal 6 has a touch panel display, this display also serves as the input unit 60 and the second output unit 61.

  In the inquiry reception system 1 of the present embodiment, the engineer terminal 6 displays the information request mail, which will be described later, from the terminal 2. Further, when the technician terminal 6 receives the trend information of the technician for the information request mail from the technician, the technician terminal 6 outputs the entered trend information to the terminal 2.

  The trend information is information indicating the technician's temporary staffing information for the target elevator, for example, information indicating that the technician is on standby, information indicating that the technician is scheduled to be seconded (preparing for secondment), and the technician Is information on that the is being seconded.

  The elevator 3 includes a control microcomputer 30 that outputs status information of the elevator 3, an operation unit (not shown) including a car that moves up and down the hoistway, and the like. The car of the inquiry receiving system 1 of the present embodiment is provided with various sensors that can detect the status of the elevator 3 and output the detection result as information about the status of the elevator 3.

  Based on the information output from the sensor, the control microcomputer 30 uses, as the status information of the elevator 3, for example, car position information, car door opening / closing information, motor drive information for raising / lowering the car, and a power failure. The status information such as the event code shown, the captured image in the car, and various log data is output.

  When the status information is input from the control microcomputer 30, the monitoring unit 7 outputs the information (for example, the identification number of the elevator 3) and the status information regarding the elevator that is the input source to the monitoring terminal 8 via the telephone line. Along with that, it accumulates in itself. Further, the monitoring unit 7 can output the information about the elevator and the status information accumulated in itself to the terminal 2 via the telephone line, the monitoring terminal 8 and the public line (Internet). Further, the monitoring unit 7 determines whether the elevator 3 is restored (whether the elevator 3 is operating normally) based on the status information, and can output information indicating this to the terminal 2.

  The monitoring terminal 8 of the present embodiment, for example, monitors a large number of elevators installed in a plurality of areas, and is installed in a monitoring center or the like which is a building away from the target elevator. A surveillance operator (observer) is resident at the surveillance center of this embodiment.

  Further, the monitoring terminal 8 has a third output unit 80 capable of displaying information (for example, an elevator identification number) and status information regarding the elevator output from the control microcomputer 30 via the monitoring unit 7, for example. The third output unit 80 is, for example, a display.

  Further, when the control microcomputer 30 outputs information (for example, an elevator identification number) and status information about the elevator, the monitoring terminal 8 outputs information (for example, an elevator identification number) and status information about the elevator at the third output unit 80. By displaying the contents, the monitoring operator is notified of an abnormality related to the elevator 3. The monitoring operator can confirm the abnormality of the elevator 3 by confirming this notification, and can request the technician to be seconded if necessary.

  The data server 5 stores the identification information of the elevator (for example, the identification number of the elevator and the location of the elevator). The data server 5 stores, for example, various databases shown in FIGS. 2, 3, and 4, various lists shown in FIGS. 5, 6, and 7, and a response message used in automatic voice response. Note that various databases, various lists, and response messages can be rewritten. In addition, the information of each line in various databases and various lists is hereinafter referred to as “data”.

  The data server 5 stores, for example, a database including telephone numbers that can be sources of inquiries regarding elevators installed in each area and the location of this elevator. Specifically, the data server 5 stores a registered telephone number database (see FIG. 2) including an elevator identification number, a telephone number, and an elevator location in association with each other. The telephone number is a telephone number related to the elevator, and is, for example, a telephone number of a building where the elevator is installed, a telephone number of an elevator manager, or the like. The elevator location is the address of the building in which the elevator is installed, and is, for example, the address of each prefecture and the region (north, south, town name, etc.) in this prefecture.

  Further, the data server 5 stores, for example, the area code of the fixed telephone number in each region (including the region where the elevator is not installed). Specifically, the data server 5 stores an area code database (see FIG. 3) that includes area information and area codes in association with each other. The area information is the address of each prefecture and the area (north, south, town name, etc.) in this prefecture, and includes the address of the area where the elevator is not installed. The area code is the area code in each area.

  Further, the data server 5 stores, for example, the contact information of the engineer who is in charge of maintenance of each elevator. Specifically, the data server 5 stores a technician database (see FIG. 4) that includes an elevator identification number and a technician email address in association with each other. The elevator identification number is the identification number of all elevators. The technician email address is the email address of the technician terminal 6 possessed by the technician in charge of maintenance of the associated elevator.

  The data server 5 stores, for example, information about elevators installed in an area where a wide area disaster has occurred. Specifically, the data server 5 stores a target elevator list (see FIG. 5) that includes an elevator identification number, a telephone number, an elevator location, an input time, and an information request time in association with each other. The elevator identification number is, for example, the identification number of an elevator in an area where a wide area disaster has occurred, and the telephone number is a telephone number related to this elevator (a telephone number of a building in which this elevator is installed or a manager of this elevator). Etc.). This telephone number is, for example, a fixed telephone number or a mobile telephone number. The elevator location is the address and area classification of the building in which this elevator is installed (eastern, western, southern, northern, central, etc. of the prefecture in which it is located). The input time is the time when the telephone number and the elevator location are input to the target elevator list. The information request time is the time when the information request mail is output to the engineer terminal 6 corresponding to the related elevator. In FIG. 5, since each elevator information request mail has not been output, the information request time is blank.

  Further, the data server 5 stores, for example, the area code of each area where a wide area disaster has occurred (including areas where elevators are not installed). Specifically, the data server 5 stores a target area list (see FIG. 6) including the area code, area information, and input time in association with each other. The area code is the area code of the area where the wide area disaster occurred, and the target area list is the address of the area where the wide area disaster occurred. The input time is the time when the area code and area information are input to the target area list.

  Further, the data server 5 stores, for example, information about the elevator after a predetermined time (for example, one hour) has elapsed since the recovery after the failure. Specifically, the data server 5 stores a restoration elevator list (see FIG. 7) including an elevator identification number, a telephone number, and an elevator location in association with each other. The elevator identification number is the identification number of the elevator after a predetermined time (for example, one hour) has elapsed since the recovery after the failure. The telephone number and the location of the elevator are the telephone number and location of the elevator after a predetermined time has elapsed since the recovery after the breakdown.

  The data server 5 stores the above-mentioned response message. The response message is voice information, and is, for example, a message such as "0000002 machine is in normal operation. The engineer in charge is seconded." In addition to the response message, the data server 5 requests a notification of the telephone number (for example, a message such as "Notify the telephone number and call again.") Or a message common to a specific area. (A message such as "All elevators in northern Osaka are in normal operation.") Is also stored.

  In addition to the power receiving terminal 20 and the IVR server 21 described above, the terminal 2 includes a processing server 22 that performs various types of processing, regional information of a region where a wide area disaster has occurred, and information indicating the content of the disaster (such as seismic intensity in case of an earthquake). And a wide area disaster management terminal 23 capable of outputting wide area disaster information.

  The power receiving terminal 20, for example, is installed in a monitoring center or the like, like the monitoring terminal 8. A power receiving operator (monitoring member) who responds to power reception is resident at the monitoring center of the present embodiment.

  The IVR server 21 is capable of making an automatic voice sound response using a response message in response to power reception. The IVR server 21 can make an automatic voice response, for example, by sending a response message to the information terminal 4 of the transmission source.

  The processing server 22 is, for example, a WEB server. In the inquiry receiving system 1 of the present embodiment, the processing server 22 is connected to the IVR server 21, the wide area disaster management terminal 23, the data server 5, and the public network (Internet).

  The wide-area disaster management terminal 23 inputs wide-area disaster information to the processing server 22 when, for example, wide-area disaster information (area information of an area where a wide-area disaster has occurred and contents of a disaster) is automatically input from the outside.

  As various processing, the processing server 22 performs, for example, updating of the target elevator list and the target area list, creation of a response message used at the time of automatic voice guidance, update of the target area list, and response to power reception. Each of these processes can be executed in parallel. Hereinafter, each process will be described in order.

  The processing server 22 updates the target elevator list and the target area list according to the following series of procedures. The processing server 22 waits until wide area disaster information is input from the wide area disaster management terminal 23, acquires this information when the wide area disaster information is input, and converts the wide area disaster information into area information. Specifically, the processing server 22 converts the wide area disaster information from the text format or the HTML format to the data format at the time of this conversion.

  The processing server 22 excludes unnecessary area information (for example, area information of an area where an earthquake of seismic intensity 1 has occurred) from the converted area information, and compares the excluded area information with the elevator location in the registered telephone number database. However, if there is a match, by entering the matched elevator location in the registered telephone number database, the elevator identification number associated therewith, and the telephone number associated therewith, and the current time in the target elevator list, Update the target elevator list. Further, the processing server 22 compares the excluded area information with the area information in the area code database, and if there is a match, the matched area information in the area code database and the related area code. And the current time are input to the target area list to update the target area list.

  The processing server 22 updates the target elevator list and the target area list each time new wide area disaster information is input. Further, if the area information after exclusion does not match the elevator location in the registered telephone number database and the area information after exclusion does not match the area information in the area code database, the processing server 22 creates a new wide area. Wait until the disaster information is entered.

  The processing server 22 creates a response message used during automatic voice guidance according to the following series of procedures. The processing server 22 waits until new data is input to the target elevator list. When the data is input to the target elevator list, the processing server 22 does not output the information request mail to the technician terminal 6, or If a certain time (for example, 1 hour) has elapsed since the information request mail was output last time, the engineer mail address of the engineer who is in charge of maintenance of the elevator 3 is extracted from the engineer database, and the information request mail is sent to the engineer terminal 6. Output. Further, the processing server 22 inputs the time when the information request mail is output to the engineer terminal 6 as the information request time into the target elevator list. When the identification information of the elevator 3 (for example, the identification number of the elevator 3) and the trend information of the technician are input from the technician terminal 6, the processing server 22 acquires the trend information and the like.

  The processing server 22 also acquires status information from the monitoring unit 7. Specifically, the processing server 22 requests the monitoring unit 7 to output the status information, and then acquires the status information from the monitoring unit 7.

  Further, the processing server 22 creates a response message based on the trend information and the situation information, and stores the response message in the data server 5. When the processing server 22 newly acquires trend information from the technician terminal 6 and status information from the monitoring unit 7, it creates a new response message at any time.

  When the information request mail is output to the technician terminal 6 and the trend information cannot be acquired from the technician terminal 6, an appropriate response message (for example, "The currently confirmed information is that the elevator is not in operation. Message) and store this response message in the data server 5.

  The processing server 22 repeats the above-described processing (a series of processing for creating a response message) until a predetermined time has elapsed since the elevator was restored. When a predetermined time has passed since the elevator was restored, the processing server 22 inputs the elevator identification number of this elevator, the telephone number corresponding to this, and the elevator location corresponding to this into the restoration elevator list, and The elevator identification number of this elevator and the information related thereto (elevator location, input time, telephone number, information request time) are deleted from the elevator list. Furthermore, if there is remaining data in the target elevator list, the processing server 22 repeats creating a response message for this data. The processing server 22 confirms whether or not the elevator is restored, based on the information output from the monitoring unit 7.

  The processing server 22 updates the target area list according to the following series of procedures. The processing server 22 waits until new data is input to the target area list, and extracts an area in which a predetermined time (for example, 48 hours) has elapsed from the input to the target area list, as an elapsed area from this list. Specifically, the processing server compares the input time in the target area list with the current time, and if a predetermined time has elapsed from this input time, extracts the associated elevator identification number and area information as the elapsed area.

  If the processing server 22 extracts the area information as the elapsed area, the processing server 22 compares the elapsed area (area information) with the elevator location in the target elevator list, and if there is no match, the elevator location that does not match in the target elevator list, Extract as a deleted area. When the processing server 22 extracts the deleted area, the processing server 22 deletes the area information that matches the deleted area from the target area list and the information related to the area information (area code and input time).

  In addition, the processing server 22 compares the deleted area with the elevator location in the restoration elevator list, and if there is a match, the elevator location in the restoration elevator list and information related to this (elevator identification number and telephone number). To delete.

  Note that the processing server 22 cannot extract the elapsed area (area information), compares the elapsed area (area information) with the elevator locations in the target elevator list, and if there is no inconsistency, or deletes them. As a result of comparing the area and the elevator location in the restoration elevator list, if there is no match, the information in the restoration elevator list is not deleted.

  The processing server 22 responds to power reception according to the following series of procedures. The processing server 22 waits until the power is received, and if the power is received, the target elevator list or the target area list has data, and the caller has notified the telephone number, the notified telephone number and the target Compare with the telephone number in the elevator list. If there is a match as a result of this comparison, the processing server 22 connects the source information terminal 4 and the IVR server 21 and causes the IVR server 21 to make a response using the response message.

  The processing server 22 compares the notified telephone number with the telephone number in the target elevator list, and if there is no match, compares the notified telephone number with the telephone number in the restoration elevator list and matches them. If there is nothing, the area code of the notified telephone number is further compared with the area code in the target area list. As a result of the comparison between the area code of the notified telephone number and the area code in the target area list, the processing server 22 connects the information terminal 4 of the transmission source and the IVR server 21 if there is a match, The IVR server 21 is caused to output a message common to a specific area (for example, a message such as “Each elevator in the northern part of Osaka Prefecture is in normal operation.”).

  The processing server 22 compares the notified telephone number with the telephone number in the restoration elevator list, and if there is a match, connects the information terminal 4 of the sender and the IVR server 21 and sends a response message to the IVR server 21. Make a response using.

  Further, the processing server 22 connects the source information terminal 4 and the power receiving terminal 20 if there is no match as a result of the comparison between the area code of the notified telephone number and the area code in the target area list. The power receiving operator. If there is no power receiving operator who can handle the connection between the information terminal 4 of the transmission source and the power receiving terminal 20, it is necessary to wait until the operator can handle the information terminal 4. A request message (for example, a message such as "The operator is busy, please wait for a while") may be output.

  If the processing server 22 receives power, has data in the target elevator list or target area list, and does not notify the telephone number from the caller, the processing server 22 sets the information terminal 4 of the caller and the IVR server 21. It is also possible to connect and output a message requesting notification of the telephone number from the IVR server 21 (for example, a message such as "Please notify your telephone number and call again."). Further, the processing server 22 causes the IVR server 21 to replace the message with any one of "registration number (elevator identification number)", "zip code", "area code", and "telephone number". A message prompting for input may be output.

  Furthermore, when there is power reception and there is no data in either the target elevator list or the target area list, the processing server 22 connects the information terminal 4 of the transmission source and the power receiving terminal 20 to correspond to the power receiving operator.

  Hereinafter, each processing in the inquiry reception system 1 (update of a target elevator list or a target area list, creation of a response message to be used at the time of automatic voice guidance, a target) will be described with reference to the flowcharts of FIGS. 8, 9, 10, and 11. Update of area list and response to power reception).

  When the wide area disaster information is not input from the wide area disaster management terminal 23 (No in S01 of FIG. 8), the processing server 22 repeatedly determines whether or not there is input, and when the wide area disaster information is input (Yes in S01). ), Wide area disaster information is acquired from the wide area disaster management terminal 23 (S02). The processing server 22 converts the acquired wide area disaster information into area information (S03), and excludes unnecessary area information (for example, area information of the area where the seismic intensity 1 earthquake has occurred) from the converted area information (S04). ..

  The processing server 22 compares the area information after exclusion with the elevator location in the registered telephone number database (S05), and if there is a match (Yes in S06), updates the target elevator list (S07). Specifically, the processing server 22 inputs the matched elevator location in the registered telephone number database, the associated elevator identification number, the associated telephone number, and the current time into the target elevator list. , Update the target elevator list.

  Further, the processing server 22 compares the excluded area information with the area information in the area code database (S08), and if there is a match (Yes in S09), updates the target area list (S10). .. Specifically, the processing server 22 updates the target area list by inputting the matched area information in the area code database, the related area code, and the current time into the target area list.

  In the processing server 22, when the excluded area information does not match the elevator location in the registered telephone number database (No in S06), or when the excluded area information does not match the area information in the area code database. The process ends once (No in S09).

  If new data is not input to the target elevator list (No in S11 of FIG. 9), the processing server 22 repeatedly determines whether or not new data is input, and new data is input to the target elevator list. If (Yes in S11) and the information request mail is output to the technician terminal 6 (Yes in S12), and a certain time has elapsed since the previous information request mail was output (Yes in S13). An information request mail is output to the technician terminal 6 to obtain the technician trend information from the technician terminal 6 (S14). Next, the processing server 22 acquires status information from the monitoring unit 7 (S15).

  The processing server 22 creates a response message based on the trend information and the status information acquired in S14 and S15, saves the response message in the data server 5, and uses the time at this time as the information request time for the target elevator. Input to the list (S16).

  Further, if a predetermined time has passed since the elevator was restored (Yes in S17), the processing server 22 corresponds to the elevator identification number of this elevator (elevator whose predetermined time has passed since the elevator was restored), which corresponds to this. The telephone number and the elevator location corresponding to this are input to the restoration elevator list, and the elevator identification number of this elevator and related information (elevator location, input time, telephone number, information) from the target elevator list. (Request time) is deleted (S18). Then, if there is remaining data in the target elevator list (Yes in S19), the processing server 22 repeats the creation of the response message for this data. If there is no remaining data in the target elevator list (No in S19), the processing server 22 returns to the determination in S11 of whether or not there is new data input to the target elevator list.

  If the processing server 22 has not passed the predetermined time since the information request mail was output to the engineer terminal 6 last time (No in S13), whether the predetermined time has passed since the elevator was restored in S17. Proceed to judgment. Further, when the predetermined time has not elapsed since the elevator was restored (No in S17), the processing server 22 determines whether or not a predetermined time has elapsed since the last information request mail was output in S12. Return.

  If new data is not input to the target area list (No in S21 of FIG. 10), the processing server 22 repeatedly determines whether or not new data is input, and new data is input to the target area list. If there is area information that has passed a predetermined time since the input to the target area list (Yes in S21), a process for extracting it as an elapsed area is performed (S22). If the progress area can be extracted in S22 (Yes in S23), the processing server 22 compares the progress area (regional information) with the elevator location in the target elevator list, and if there is a mismatch, the inconsistent elevator location, Processing for extracting as a deleted area is performed (S24). If the processing server 22 can extract the deleted area in S24 (Yes in S25), the processing server 22 deletes the area information that matches the deleted area and the related information (the area code and the input time) from the target area list. (S26).

  In addition, the processing server 22 compares the deleted area with the elevator location in the restoration elevator list (S27), and if there is a match (Yes in S28), the elevator location in the restoration elevator list and information related thereto. (Elevator identification number and telephone number) are deleted (S29). Then, if there is remaining data in the target area list (Yes in S30), the processing server 22 returns to the processing for extracting the elapsed area in S22.

  Note that the processing server 22 remains in the target area list of S30 when the elapsed area (area information) cannot be extracted (No in S23) and when the deleted area cannot be extracted (No in S25). Proceed to the judgment whether there is data. Further, the processing server 22 determines whether or not there is remaining data in the target area list in S30 even when there is no match as a result of the comparison between the deleted area in S27 and the elevator location in the restoration elevator list (No in S28). Proceed to the judgment of whether or not.

  If there is no power reception (No in S31 of FIG. 11), the processing server 22 repeats the determination of whether or not there is power reception, there is power reception (Yes in S31), and the data is in the target elevator list or target area list. If there is (Yes in S32) and the telephone number is notified from the caller (Yes in S33), the notified telephone number is compared with the telephone number in the target elevator list (S34). If there is a match (S35) as a result of the comparison in S34, the processing server 22 connects the information terminal 4 of the transmission source and the IVR server 21 and causes the IVR server 21 to make a response using a response message ( S36).

  On the other hand, the processing server 22 compares the notified telephone number in S34 with the telephone number in the target elevator list, and if there is no match (No in S35), the notified server number and the telephone number in the restoration elevator list. The number is compared (S37). If there is no match (No in S38) as a result of the comparison in S37, the processing server 22 further compares the area code of the notified telephone number with the area code in the target area list (S39). If there is a match as a result of the comparison in S39 (Yes in S40), the processing server 22 connects the information terminal 4 of the transmission source and the IVR server 21, and the IVR server 21 sends a message common to a specific area ( For example, a message "All the elevators in the northern part of Osaka Prefecture are in normal operation" is output (S41).

  Even if there is a match as a result of the comparison between the notified telephone number in S37 and the telephone number in the restoration elevator list (Yes in S38), the processing server 22 determines that the information terminal 4 and the IVR server 21 of the transmission source. Are connected to cause the IVR server 21 to make a response using the response message (S36).

  If there is no match as a result of the comparison between the area code of the notified telephone number in S40 and the area code in the target area list (No in S40), the processing server 22 sends the information terminal 4 of the sender. And the power receiving terminal 20 are connected to correspond to the power receiving operator (S42). Further, when the processing server 22 receives power (Yes in S31) and there is no data in either the target elevator list or the target area list (Yes in S32), the information terminal 4 and the power receiving terminal of the transmission source. 20 is connected to correspond to the power receiving operator (S42).

  Note that the processing server 22 receives power (Yes in S31), has data in the target elevator list or the target area list (Yes in S32), and does not notify the telephone number from the caller ( No in S33), the information terminal 4 of the transmission source and the power receiving terminal 20 are connected to correspond to the power receiving operator (S42).

  In the inquiry reception system 1 described above, in response to an inquiry about an elevator in a specific area (for example, an area where a wide area disaster has occurred), the IVR server 21 automatically provides voice guidance by a response message according to the elevator situation and the trend of the engineer. In addition to the above, the power receiving operator responds to an inquiry about an elevator located outside a specific area (for example, an area where a wide area disaster has not occurred). In other words, even if a plurality of inquiries about the elevator are received, the power receiving operator does not respond to the inquiries about the elevator in a specific area, and the inquiries can be made by the automatic voice guidance. As a result, the number of inquiries that the power receiving operator should respond to can be suppressed, and thus it is easy to respond even if a plurality of inquiries regarding the elevator are received.

  Further, in the inquiry reception system 1 of the present embodiment, it is possible to grasp trend information (current status of the engineer) of the engineer from the engineer terminal 6.

  Further, in the inquiry reception system 1 of the present embodiment, the monitoring unit 7 can grasp the elevator status information (the current status of the elevator).

  The processing server 22 updates the target area list even for areas where the elevator is not installed, and when the telephone number of the inquiry originator includes the area code registered in the target area list, a message common to the areas is displayed. To do. Therefore, for example, even when power is received from the area where the elevator is not installed, the IVR server 21 can be caused to perform an automatic voice response in S41.

  It should be noted that the inquiry receiving system of the present invention is not limited to the above-described embodiment, and it goes without saying that various changes can be made without departing from the scope of the present invention. For example, the configuration of another embodiment can be added to the configuration of one embodiment, and a part of the configuration of one embodiment can be replaced with the configuration of another embodiment. Furthermore, some of the configurations of certain embodiments may be deleted.

  For example, the terminal 2 may create a send message and send the send message to a specific destination when causing the IVR server 21 to make an automatic voice response. The transmission message is, for example, a message including substantially the same content as the automatic voice response.

  In this case, the data server (storage unit) 5 includes identification information (e.g., identification numbers) of the plurality of elevators and destination information (e.g., destination address) corresponding to each of the identification information of the plurality of elevators. The transmission destination database in FIG. 12 may be stored. The destination address is a mail address of an administrator or the like who manages the target elevator. Further, the data server (storage unit) 5 may store a template for creating a transmission message.

  In this case, specifically, the processing server 22 may create the transmission message based on the elevator status information and the technician trend information. Further, the processing server 22 may extract the specified destination information from the destination database (see FIG. 12). Further, the terminal 2 may include a transmission unit (for example, a mail server), and the transmission unit may transmit the transmission message corresponding to the response message to the destination address.

  According to such a configuration, the transmission message can be transmitted to the destination corresponding (related) to the elevator that is the inquiry target. In addition, the administrator or the like who is the destination can confirm the content of the automatic voice response.

  The data server 5 stored the “telephone number” and the “elevator location” in association with the “elevator identification number” in the target elevator list (see FIG. 5) and the restoration elevator list (see FIG. 7). You don't have to remember. In this case, the processing server 22 may acquire the “telephone number” and the “elevator location” from the registered telephone number database (see FIG. 2) based on the “elevator identification number”.

  Wide area disaster management information may be input to the wide area disaster management terminal 23 from the information terminal 4, the technician terminal 6, the monitoring terminal 8 or the like by manual operation. Even in this case, the terminal 2 can grasp the area where the wide area disaster has occurred and respond to the power reception (inquiry) accordingly.

  The processing server 22 may compare all the area information converted from the wide area disaster information in S03 in FIG. 8 with the elevator location in the registered telephone number database. In this case, the terminal 2 can cause the IVR server 21 to perform an automatic voice response for a wider area.

  Further, the processing server 22 sets the target area list and updates the target area list for the area where the elevator is not installed, but the target area list may not be set or updated. In this case, when the processing server 22 receives power from an area where the elevator is not installed, the processing server 22 may connect the information terminal 4 to the power receiving terminal 20 to correspond to the power receiving operator.

  Further, the processing server 22 may specify the area of the originator by an IP address or the like, in addition to the telephone number of the originator of the inquiry. In this case, the IP address may be entered in the telephone number field of the registered telephone number database.

  The processing server 22 uses the information from the information terminal 4 obtained from the public network (for example, the area code of the notified telephone number) and the identification information of the elevator, and the elevator to be inquired and the location of this elevator. May be specified. Thereby, the elevator to be inquired and the location of this elevator can be specified in consideration of the identification information of the elevator (the identification number of the elevator) in addition to the information from the information terminal 4. Specifically, even if the area identified based on the notified area code is large, the location of the elevator can be accurately identified by identifying the location of the elevator based on the identification number of the elevator. You can

  When the processing server 22 receives power, has data in the target elevator list, and has a notification of the telephone number from the caller, the location of the elevator that can be identified from the area code of the notified telephone number is displayed. If the location of the elevator based on the identification information of the elevator (for example, elevator identification number) input from the technician terminal 6 is different, the location of the elevator based on the identification information of the elevator (for example, elevator identification number) input May be adopted. In this case, for example, even if the location of the inquiry target elevator and the current location of the information terminal 4 are different, the location of the elevator can be accurately specified.

  In this case, the processing server 22 may cause the caller to input elevator identification information (for example, elevator identification number) when receiving power reception.

  The processing server 22 receives power (Yes in S31), and there is data in the target elevator list or the target area list (Yes in S32), and if there is no notification of the telephone number from the caller (No in S33). , The source information terminal 4 and the power receiving terminal 20 are connected to each other, and instead of being connected to the power receiving operator (S42), the source information terminal 4 is connected to the IVR server 21, and the IVR server 21 is notified of the telephone number. May be output (for example, a message such as "Please notify your phone number and call again.").

  Instead of the processing server 22, the IVR server 21 may perform the processing of S34, S35, S37 to S41 in FIG. Specifically, the IVR server 21 compares the notified telephone number with the telephone number in the target elevator list, and if there is no match, compares the notified telephone number with the telephone number in the restoration elevator list, If there is no match, the area code of the notified telephone number may be compared with the area code in the target area list. Further, the IVR server 21 compares the area code of the notified telephone number with the area code in the target area list, and if there is a match, the IVR server 21 and the information terminal 4 of the sender are identified. It is also possible to connect and make the IVR server 21 output a message common to a specific area (for example, a message such as “All elevators in northern Osaka are in normal operation.”).

  The engineer terminal 6 may be carried by a sales person in charge of sales related to the elevator 3.

  In the inquiry reception system 1 of the above embodiment, whether or not the elevator is restored is determined based on whether or not the elevator 3 is restored (whether or not the elevator 3 is operating normally) based on the status information. However, instead of this, a technician may actually confirm the operation of the elevator 3 and determine whether or not the elevator is restored.

  Further, in the inquiry receiving system 1 of the above embodiment, the monitoring unit 7 and the monitoring terminal 8 are connected by a telephone line, but as shown in FIG. 13, they may be connected via the Internet. Although the terminal 2 and the information terminal 4 are connected via the telephone line, they may be connected via the Internet.

  Furthermore, although the inquiry receiving system 1 of the above-described embodiment is targeted for an elevator as a device, it may be targeted for a device such as an escalator or a building facility. When the escalator is targeted, the inquiry reception system 1 may include a PLC unit (Programmable Logic Controller) instead of the control microcomputer 30.

  1 ... Inquiry reception system, 2 ... Terminal, 20 ... Power receiving terminal (call unit), 21 ... IVR server (automatic voice guidance unit), 22 ... Processing server, 23 ... Wide area disaster management terminal, 3 ... Elevator, 30 ... Control microcomputer 4 ... Information terminal (sender terminal), 40 ... Call section, 41 ... First output section, 5 ... Data server (storage section), 6 ... Technician terminal (technician mobile terminal), 7 ... Monitoring unit, 8 ... Monitoring Terminal, 80 ... Third output section

Claims (5)

A terminal that is connected to the public network, in which at least the area name indicating the area where the disaster has occurred, the status information of the equipment in the area indicated by the area name , and the trend information of the technician in charge of maintenance of the equipment are input Equipped with
The terminal includes a call section for an observer and an automatic voice guidance section,
Based on information from at least the caller terminal obtained from the public network, the device to be inquired and the location of the device are specified,
When the location of the specified device does not correspond to the area included in the input area name , the caller terminal and the call unit are communicably connected via the public network,
Where the specified location of the device corresponds to an area included in the input area name , communicably connects the caller terminal and the automatic voice guidance unit via the public network, An inquiry reception system, wherein a response message created based on the identified status information of the device and the inputted trend information of the technician is transmitted from the automatic voice guidance unit to the caller terminal. A storage unit in which the identification information of the device is stored,
The terminal identifies the device to be inquired and the whereabouts of the device based on information from the sender terminal obtained from the public network and identification information of the device stored in the storage unit. The inquiry receiving system according to claim 1. The storage unit stores identification information of a plurality of devices and transmission destination information corresponding to each of the identification information of the plurality of devices,
The terminal includes a transmission unit, extracts transmission destination information of the specified device from the storage unit,
The inquiry reception system according to claim 2, wherein the transmission unit transmits a transmission message corresponding to the response message to a transmission destination included in the transmission destination information.   The inquiry reception system according to claim 1, further comprising a technician mobile terminal that inputs trend information of the technician to the terminal through a wireless line.   The inquiry reception system according to any one of claims 1 to 4, further comprising: a monitoring unit connected to the device, the monitoring unit inputting status information of the device to the terminal through a public line.

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