JP7416653B2 - Reception system, reception number management device, calling device, and reception number notification method - Google Patents

Description

The present invention relates to a reception system, a reception number management device, a calling device, and a reception number notification method.

At a branch of a financial institution, a customer requests a business, and a person in charge handles the business at a counter. Patent Document 1 discloses a reception system that, when accepting a business, also accepts the designation of a person in charge of the business.

Patent No. 5103126

However, in the above-mentioned reception system, if the designated person in charge becomes unable to handle the matter for some reason, the customer who designated the person in charge will not be informed of this fact until he or she is called to the counter. I can't. In this case, it is conceivable that customer satisfaction will decrease.

The present disclosure solves the above-mentioned problems, and aims to improve customer satisfaction in a reception system.

In order to achieve the above object, the reception system in the present disclosure includes a reception section that receives reception information including the business desired by the customer and the designation of the person in charge of the business, and a reception system that receives information received by the reception section. a storage unit that stores reception numbers corresponding to information; a notification unit that notifies customers of the reception numbers stored in the storage unit in a predetermined order; and a notification unit that notifies customers that a designated person is no longer in charge of the matter. When the first detection unit detects that the designated person is no longer able to handle the matter, the first detection unit detects the reception number corresponding to the matter for which the designated person is no longer able to handle the matter. , and a control unit that controls the notification unit to give priority notification.

Further, the reception number management device according to the present disclosure includes a storage unit that stores a reception number corresponding to information including a business desired by a customer and a designation of a person in charge of the business, and a storage unit that stores a reception number corresponding to information including a business desired by a customer and a designation of a person in charge of the business; comprising a reception number output section that outputs the reception numbers stored in the storage section to the person in charge in a predetermined order, and a first detection section that detects that the designated person in charge is no longer in charge of the matter; When the first detection unit detects that the designated person in charge is no longer able to handle the matter, the reception number output unit outputs the reception number corresponding to the matter for which the designated person is no longer able to handle the matter. Regardless of the predetermined order, priority is given to outputting to a person different from the designated person in charge.

In addition, the calling device in the present disclosure is a calling device operated by a person in charge of a business desired by a customer, and includes a reception number corresponding to reception information including designation of the business and the person in charge of the business. a request unit that requests notification of a reception number from a reception number management device that stores the information, and an acquisition unit that acquires the reception number notified from the reception number management device in a predetermined order in response to a request from the request unit, An acquisition unit that acquires the reception number corresponding to the matter that the designated person in charge can no longer handle and the fact that the designated person can no longer handle it, and the reception number and the designated person acquired by the acquisition unit. and a display section for displaying that the person is no longer in charge.

In addition, the reception number notification method in the present disclosure is a reception number notification method using a reception system, which includes the steps of receiving reception information including the business desired by the customer and the designation of the person in charge of the business; a step of memorizing a reception number corresponding to the received reception information; a step of notifying the customer of the memorized reception number in a predetermined order; and a step of giving priority to notification of a reception number corresponding to a matter for which the person in charge is no longer available.

According to the reception system, reception number management device, calling device, and reception number notification method of the present disclosure, customer satisfaction can be improved.

FIG. 1 is a schematic diagram of a store to which the reception system of the present disclosure is applied. 2 is a block diagram of the reception system shown in FIG. 1. FIG. 3 is a diagram showing a person-in-charge table stored in the reception number management device shown in FIG. 2. FIG. 3 is a diagram showing a first reception table stored in the reception number management device shown in FIG. 2. FIG. 3 is a diagram showing a second reception table stored in the reception number management device shown in FIG. 2. FIG. 3 is a flowchart of a first reception table management method executed by the reception number management device shown in FIG. 2; 5 is a diagram showing a first reception table stored in the reception number management device shown in FIG. 2, and shows a state in which a part of the first reception table shown in FIG. 4 has been updated. FIG. 3 is a flowchart of a first reception number output method executed by the reception number management device shown in FIG. 2. FIG. 8 is a diagram showing a first reception table stored in the reception number management device shown in FIG. 2, and shows a state in which a part of the first reception table shown in FIG. 7 has been updated. FIG. 3 is a flowchart of a second reception number output method executed by the reception number management device shown in FIG. 2;

The reception system of the present disclosure will be described below with reference to the drawings. The reception system 1 is installed, for example, in a store S of a financial institution shown in FIG.

The store S of this embodiment is equipped with an entrance EN, a waiting area L, a counter W, and a reception system 1. A plurality of counters (in this embodiment, five) are arranged in the store. The business received by the reception system 1 is handled by the store staff at the counter W.

As shown in FIGS. 1 and 2, the reception system 1 includes a reception device 10, a calling device 20, a notification device 30, and a reception number management device 40. The notification device 30 is an example of a "notification unit." The reception device 10, the calling device 20, the notification device 30, and the reception number management device 40 are connected via a network N so that information can be transmitted.

The reception device 10 is placed near the entrance EN, and is used to receive requests from customers. The reception device 10 includes a display operation section 11, a card reading section 12, a ticket issuing section 13, and a control section 14.

The display operation unit 11 has a display function and an input function through which information such as the content of the business is input by being operated by the customer. The display operation unit 11 is, for example, a touch panel.

The display operation unit 11 switches and displays a plurality of screens. On the first screen (not shown), a plurality of icons indicating the contents of the business are displayed. The contents of the business include, for example, withdrawal, deposit, transfer, payment of taxes and public funds, large deposit, and consultation (for example, loan consultation).

When the content of the job is specified by operating an icon on the first screen, a second screen (not shown) is displayed on the display operation section 11. The second screen displays a plurality of icons indicating information on the person in charge of the matter at the counter W (for example, the name of the person in charge) at the time the second screen is displayed. Information on the person in charge of the matter at the counter W is transmitted from the reception number management device 40 (details will be described later).

By operating the icons on the second screen, the customer can designate the person in charge of handling the matter. On the other hand, the customer may not specify the person in charge of handling the matter. The contents of the job and the information of the designated person in charge inputted from the display operation section 11 are output to the control section 14 .

The card reading unit 12 reads information on a card owned by a customer. Specifically, the card is a cash card. The card reading unit 12 reads the account number from the customer's cash card. The account number read by the card reading section 12 is output to the control section 14 as customer information. Note that the card reading unit 12 may read the store number and subject in addition to the account number.

The ticket issuing unit 13 issues a receipt slip on which a receipt number (for example, "088") is printed. The reception number is a number used to identify the customer.

The control unit 14 performs overall control of the reception device 10. The control section 14 includes a reception section 14a, a numbering section 14b, and a reception information output section 14c.

The reception section 14a receives the contents of the business and the information of the designated person in charge inputted from the display operation section 11, as well as the customer information read by the card reading section 12.

The numbering section 14b assigns a reception number when the reception section 14a receives the contents of the business. The reception number is issued starting from "001" and increasing by one. The reception number numbered by the numbering section 14b is output to the ticket issuing section 13.

The reception information output unit 14c outputs reception information to the reception number management device 40. The reception information includes the content of the business received by the reception unit 14a, information on the designated person in charge, customer information, and the reception number assigned by the numbering unit 14b.

The customer moves to the waiting area L with the reception ticket issued by the reception device 10 and waits for his or her reception number to be notified.

The calling device 20 is arranged at each counter W. The calling device 20 is operated by the person in charge at the counter W in order to call a customer with whom the person in charge handles matters. The calling device 20 includes a calling switch 21, a display section 22, and a control section 23.

The call switch 21 is operated by the person in charge when the person in charge calls a customer.

The display section 22 displays information such as a reception number. Note that when the display section 22 is a touch panel, the call switch 21 may be provided on the display section 22.

The control unit 23 is for overall control of the calling device 20. The control section 23 includes a person-in-charge information output section 23a, a request section 23b, an acquisition section 23c, and a cancellation section 23d.

When a person in charge logs into the calling device 20, the person in charge information output unit 23a outputs information on the person in charge who has logged in (eg, user ID and name of the person in charge) to the reception number management device 40. When a person in charge starts taking charge of a matter at a counter W, the person in charge logs into the calling device 20 disposed at the counter W using identification information (for example, a user ID) for identifying the person in charge.

Further, when the person in charge logs out from the calling device 20, the person in charge information output unit 23a outputs information on the person in charge who has logged out to the reception number management device 40. When the person in charge finishes handling the matter and leaves the counter W, the person in charge logs out from the calling device 20.

The request unit 23b requests a reception number. The requesting unit 23b outputs a request signal requesting a reception number to the reception number management device 40 in response to the pressing of the call switch 21. The request signal includes information about the person in charge who has logged in.

The acquisition unit 23c acquires the reception number transmitted from the reception number management device 40 (details will be described later).

The cancellation unit 23d cancels handling of the business for the reception number acquired by the acquisition unit 23c. The cancellation unit 23d transmits a cancellation signal including information indicating that handling of the business is to be canceled to the reception number management device 40.

The notification device 30 displays the reception number acquired by the calling device 20. The notification device 30 is arranged at each counter W in association with the calling device 20 arranged at each counter W. The customer looks at the reception number displayed on the notification device 30, and if it matches the reception number written on the reception slip obtained by the reception device 10, moves to the counter W where the notification device 30 is located.

The reception number management device 40 stores the reception number accepted by the reception device 10, and transmits the reception number to the calling device 20 in response to a request from the calling device 20.

The reception number management device 40 includes a storage section 41 and a control section 42 that performs overall control of the reception number management device 40. The control unit 42 is an example of a “control unit”. The control unit 42 includes a first detection unit 42a, a second detection unit 42b, a reception number output unit 42c, an erasure unit 42d, a first notification unit 42e, a second notification unit 42f, and a third notification unit 42g. .

The storage unit 41 stores a person-in-charge table Ta (FIG. 3), a first reception table Tb1 (FIG. 4), and a second reception table Tb2 (FIG. 5).

In the person in charge table Ta (FIG. 3), information on the counter W and the person in charge are stored in association with each other. The information on the person in charge stored in the person in charge table Ta is transmitted from the person in charge information output section 23a of the calling device 20. That is, when the information of the person in charge who has logged in is transmitted from the calling device 20, in the person in charge table Ta, the information column of the person in charge who has logged in corresponding to the counter W where the calling device 20 that sent the information is located is displayed. Information about the person in charge is stored.

On the other hand, when the information of the person in charge who has logged out is transmitted from the calling device 20, the information on the person in charge who has logged out is deleted from the person in charge table Ta. That is, information on the person in charge who handles the matter at the counter W is stored in the person in charge table Ta in real time. The information stored in this person-in-charge table Ta is transmitted to the reception device 10, and its contents are displayed on the second screen.

The first reception table Tb1 (FIG. 4) stores the table number, reception number, contents of the business, customer information, designated person in charge, original person in charge, normal call, and priority call in association with each other. has been done.

The table number is a serial number in the first reception table Tb1, and increases by one starting from "1". The reception number, contents of the business, customer information, and designated person in charge are transmitted from the reception device 10 as reception information. The reception information is stored in the order in which it was sent from the reception device 10 and in the order from the smallest table number.

The information stored in the designated person in charge column is as follows. That is, when a customer specifies a person in charge, information on the specified person in charge is stored in the column of the specified person in charge corresponding to the customer's reception number. On the other hand, if the customer has not designated a person in charge, the field for the designated person in charge corresponding to the customer's reception number is empty.

The normal call column stores information indicating whether or not a normal call has been made. Normal calling is calling customers according to a predetermined order. The predetermined order will be described later. At the time when the reception information transmitted from the reception device 10 is stored in the first reception table Tb1, "not yet" is written in the normal call column corresponding to the reception information, indicating that there is no normal call at this point. is stored.

When the reception number management device 40 outputs the reception number to the calling device 20 in a predetermined order in response to the reception number request signal transmitted from the calling device 20, the normal call column corresponding to this reception number will be “ It is updated from "Not yet" to "Done" which normally indicates that it has been called.

The priority call column stores information indicating whether or not a priority call has been made. Priority calling refers to calling prioritized customers regardless of a predetermined order (details will be described later). At the time when the reception information transmitted from the reception device 10 is stored in the first reception table Tb1, "None" is written in the priority call column corresponding to the reception information, indicating that there is no priority call at this time. is stored.

When the reception number management device 40 outputs a prioritized reception number to the calling device 20 in response to the reception number request signal transmitted from the calling device 20, regardless of the predetermined order, the priority reception number corresponding to this reception number The call field is updated from "no" to "yes" indicating that the call has been prioritized.

The second reception table Tb2 (FIG. 5) stores customer information of customers whose priority call column in the first reception table Tb1 is set to "Yes". That is, the second reception table Tb2 stores customer information corresponding to the reception number that has been notified with priority.

The first detection unit 42a detects that the designated person in charge is no longer in charge of the matter (details will be described later).

The second detection unit 42b detects that the designated person in charge is now able to take charge of a matter that the designated person in charge is no longer able to handle (details will be described later).

The reception number output unit 42c outputs a reception number to the calling device 20 in response to a request for a reception number transmitted from the calling device 20. The reception number output unit 42c basically makes a normal call in which the reception number is output in a predetermined order so that the person in charge can handle the matter desired by the customer.

The predetermined order is that at the time when a request signal including information on the person in charge of the counter W is transmitted from the calling device 20, first, in the first reception table Tb1, the normal call column is "not yet". Among certain reception numbers, the one with the smallest table number is referred to. If nothing is stored in the specified person in charge column corresponding to the referenced reception number, or if the same person information as the person in charge included in the request signal is stored, The reception number is selected and output to the calling device 20 that sent the request signal.

On the other hand, if the specified person in charge corresponding to the referenced reception number contains information about a person in charge different from the person in charge included in the request signal, the reference to that reception number is canceled. The reception number with the next lowest table number after the reception number whose reference was canceled is referenced.

Furthermore, if nothing is stored in the specified person in charge column corresponding to the referenced reception number, or if the same person information as the person in charge included in the request signal is stored. If so, the reception number is selected and output to the calling device 20.

In this way, when the reception number output unit 42c makes a normal call in which reception numbers are output in a predetermined order, the reception numbers are selected in order from the smallest table number based on the information of the person in charge included in the request signal. The request signal is then output to the calling device 20 that sent the request signal. Normally, the called customer moves to the counter W and has his or her business handled by a person in charge.

Furthermore, as an exception, the reception number output unit 42c performs a priority call in which a reception number that satisfies a predetermined condition is output preferentially, regardless of the above-described predetermined order. The predetermined condition is that the designated person in charge has logged out from the calling device 20 at the time the reception number is referenced as described above. Since the person in charge designated by the customer is no longer available to handle the matter, the reception number output unit 42c outputs the customer's reception number with priority in order to notify the customer of this fact.

The erasing unit 42d is for erasing from the storage unit 41 the reception number that was notified with priority after the notification device 30 gives priority to the reception number. Specifically, when the above-mentioned cancellation signal is transmitted from the calling device 20, the erasing unit 42d erases the reception number notified with priority and the information corresponding to this reception number from the first reception table Tb1. do.

When the notification device 30 gives priority to notification of the reception number, the first notification unit 42e notifies the designated person that the designated person is no longer in charge of the matter corresponding to the reception number that is notified with priority. The notification is sent to a different person than the person in charge.

Specifically, when the reception number output unit 42c outputs the reception number with priority, the first notification unit 42e also notifies the calling device 20 that the designated person in charge is no longer available. In this case, since the designated person in charge has logged out, another person in charge different from the designated person in charge has logged into the calling device 20. Therefore, this notification is sent to other persons in charge via the calling device 20.

When the reception number that was notified with priority is notified again in a predetermined order by the notification device 30, the second notification unit 42f is configured to notify a designated person in charge of the matter corresponding to the reception number that was notified with priority. This is to notify other persons in charge that the person in charge is no longer in charge (details will be described later).

The third notification unit 42g is for notifying the person in charge at the counter W when the reception unit 14a receives customer information corresponding to the reception number that has been notified with priority. Specifically, when the reception unit 14a receives customer information that matches the customer information stored in the second reception table Tb2, the third notification unit 42g notifies the calling device 20 to that effect (details will be described later). do).

Next, a method of managing the first reception table Tb1 executed by the reception number management device 40 described above will be explained using the flowchart shown in FIG. 6, starting from the state in which the person in charge table Ta is in the state shown in FIG. 3. .

In the person-in-charge table Ta shown in FIG. 3, there are people in charge at counters W1 to W4, and since they are logged into the calling device 20, their information is stored. On the other hand, at counter W5, there is no person in charge and the person in charge is not logged in to the calling device 20, so information on the person in charge is not stored.

In S10, the control unit 42 checks whether reception information has been acquired. When the reception device 10 does not accept a customer's business, the reception device 10 does not transmit reception information, and therefore the reception number management device 40 does not acquire reception information. In this case, the control unit 42 determines NO in S10, and advances the program to S12.

On the other hand, when the reception device 10 receives a customer's business, the reception device 10 transmits the reception information, so the reception number management device 40 acquires the reception information. In this case, the control unit 42 determines YES in S10, and stores the reception information in S11.

Specifically, the control unit 42 stores reception information in the first reception table Tb1 (FIG. 4) in order of decreasing table number. For example, when reception information is stored from table numbers "1" to "87", the control unit 42 stores the reception information sent from the reception device 10 in the reception information column corresponding to table number "88". Store information.

In addition, if the reception information corresponding to table number "88" is stored, if normal calls are being made up to table number "85", the normal call column for table numbers before table number "85" will be displayed. "Shi" is stored in the field. On the other hand, "not yet" is stored in the normal call columns of table numbers "86" to "88". That is, the customers with table numbers "86" to "88" are normally not called at this point and are waiting at the waiting area L.

Also, at this point, priority calls have not been made for the reception numbers corresponding to table numbers "86" to "88", so "none" is stored in the priority call column, and the original person in charge is The field is empty. Furthermore, at this point, the customer with table number ``86'' has specified person in charge B, the customer with table number ``87'' has not specified a person in charge, and the customer with table number ``88'' has specified person in charge. Person A is specified.

Subsequently, in S12, the control unit 42 determines whether information on the person in charge who has logged out has been acquired. If the person in charge has not logged out from the calling device 20, information on the person in charge who has logged out from the calling device 20 is not transmitted. In this case, the control unit 42 determines NO in S12, and advances the program to S15.

On the other hand, when the person in charge logs out from the calling device 20, information on the person in charge who has logged out is transmitted from the calling device 20. In this case, the control unit determines YES in S12, and in S13, in the first reception table Tb1, the information of the person in charge who has logged out is in the field of the designated person in charge corresponding to the reception number that has not been called. Check whether it is stored in .

For example, when the reception number management device 40 acquires the information of the person in charge C who has logged out, in the first reception table Tb1 shown in FIG. is not stored in the designated person field corresponding to the field. In this case, since the information of the person in charge who logged out is not stored in the column of the designated person in charge in the first reception table Tb1, the control unit 42 determines NO in S13 and advances the program to S15.

On the other hand, for example, if the reception number management device 40 acquires the information of the person in charge A who has logged out, in the first reception table Tb1, the information of the person in charge A will be the reception number "088" whose normal call field is "Not yet". ” is stored in the column of the designated person in charge. In this case, since the information of the person in charge who logged out is stored in the column of the specified person in charge in the first reception table Tb1, the control unit 42 determines YES in S13, and in S14, Update the Assignee field and Original Assignee field.

Specifically, the control unit 42 updates the column of the designated person in charge in which the information of the person in charge who has logged out is stored in the first reception table Tb1 to information indicating that the person has logged out. For example, when information about the person in charge A who has logged out is transmitted, the control unit 42 changes the person in charge column in which the information about the person in charge A who has logged out is stored in the first reception table Tb1 in FIG. The first reception table Tb1 is updated with information indicating that the user has logged out.

Furthermore, the control unit 42 changes the information of the person in charge stored in the column of the designated person in charge whose information has been updated to the information that the person has logged out to the reception number whose person in charge column has been updated with the information that the person in charge has logged out. Stored in the corresponding original person's column. For example, as shown in Figure 7, the original person in charge corresponding to the reception number "088" is updated with the information that the specified person in charge has logged out from the information of person in charge A. Stores the information of A.

Subsequently, in S15, the control unit 42 checks whether information on the logged-in person in charge has been acquired. If the person in charge has not logged in to the calling device 20, information on the person in charge who has logged in is not transmitted from the calling device 20. In this case, the control unit 42 determines NO in S15, and returns the program to S10.

On the other hand, when the person in charge logs in to the calling device 20, information on the logged-in person in charge is transmitted from the calling device 20. In this case, the control unit determines YES in S15, and in S16, in the first reception table Tb1, the information of the person in charge who logged in is added to the column of the original person in charge corresponding to the reception number that has not been called. Check whether it is stored.

For example, in the state where the first reception table Tb1 is shown in FIG. 7, when the reception number management device 40 acquires the information of the person in charge E who has logged in, the information of the person in charge E will have the normal call column set to "Unknown". is not stored in the column of the original person in charge corresponding to the reception number. In this case, since the information of the person in charge who logged in is not stored in the column of the original person in charge in the first reception table Tb1, the control unit 42 determines NO in S16 and returns the program to S10.

On the other hand, for example, when the reception number management device 40 acquires the information of the person in charge A who has logged in in the state where the first reception table Tb1 is shown in FIG. It is stored in the column of the original person in charge corresponding to the reception number "088" which is "Not received". In this case, since the information of the person in charge who logged out is stored in the column of the original person in charge in the first reception table Tb1, the control unit 42 determines YES in S16, and in S17, the information of the person in charge specified Update the Person and Original Person fields.

Specifically, the control unit 42 stores the information of the person in charge who has logged in in the column of the designated person in charge corresponding to the reception number whose original person in charge is the information of the person in charge who has logged in. For example, in the first reception table Tb1 shown in FIG. Stores the information of A.

Further, the control unit 42 deletes the information on the person in charge from the original person in charge column where the information on the person in charge who logged in was stored. For example, in the first reception table Tb1 shown in FIG. 7, the information on the person in charge A is deleted from the column of the original person in charge where the information on the person in charge A who logged in was stored. As a result, the first reception table Tb1 changes from the state shown in FIG. 7 to the state shown in FIG. 4.

Next, the first reception number output method executed by the reception number management device 40 described above will be explained using the flowchart shown in FIG. 8, starting from the state where the first reception table Tb1 is in the state shown in FIG. 7. The state of the first reception table Tb1 shown in FIG. Since you have logged out, the information has been updated to indicate that you have logged out. Furthermore, information about the person in charge A is stored in the original person in charge column corresponding to the reception number "088."

In S20, the control unit 42 determines whether a request signal has been obtained. If the request signal is not transmitted from the calling device 20, the reception number management device 40 does not acquire the request signal, so the control unit 42 determines NO in S20 and repeatedly executes S20.

On the other hand, when the request signal is transmitted from the calling device 20, the reception number management device 40 acquires the request signal, so the control unit 42 determines YES in S20. Subsequently, in S21, the control unit 42 determines whether or not there is a reception number that is not normally called and for which the designated person in charge is no longer able to handle the matter. Specifically, in the first reception table Tb1, the control unit 42 stores information indicating that the person has logged out in the column of the designated person in charge corresponding to the reception number for which the column of normal call is "not yet". Check to see if something exists.

For example, in the first reception table Tb1 of FIG. 7, information indicating that the person has logged out is stored in the column of the designated person in charge corresponding to the reception number "088" whose normal call column is "Not yet". That is, the person in charge A specified by the customer with the reception number "088" has logged out from the calling device 20, and is no longer able to handle the business of the customer with the reception number "088". In this case, for reception number "088", it is detected that the designated person in charge is no longer able to handle the matter.

In this case, the control unit 42 determines YES in S21, and in S22 prioritizes the reception number for which the designated person in charge is no longer available to handle the matter. Specifically, the control unit 42 outputs a reception number (for example, "088") in which information indicating that the person has logged out is stored in the column of the designated person in charge, to the calling device 20 that transmitted the request signal.

In addition, in this case, since the reception number is output with priority regardless of the predetermined order, the control unit 42 also informs the caller who sent the request signal that the designated person in charge is no longer available. Output to device 20.

At this time, the display unit 22 of the calling device 20 displays the prioritized reception number (for example, “088”) transmitted from the control unit 42 and the fact that the designated person in charge is no longer available. Further, the notification device 30 corresponding to the calling device 20 displays the priority reception number (for example, "088") and notifies the customer at the waiting area L of the reception number. In this way, the control unit 42 of the reception number management device 40 controls the notification device 30 via the calling device 20.

A customer who has a reception slip on which the notified reception number (for example, "088") is printed moves to counter W. At this time, the person in charge designated by the customer (for example, person A) is different from the person in charge at counter W because he has logged out. On the other hand, the person in charge at the counter W at that time recognizes from the display unit 22 of the calling device 20 that the customer who has come to the counter W has been called with priority. In this case, since the person in charge at counter W is not the designated person in charge, the person in charge does not handle the customer's business, but rather asks the customer how he or she would like to handle the business.

Since the person in charge designated by the customer is not available at counter W, the customer's intention is to cancel the matter, have any person in charge handle the matter, or designate another person in charge. , is.

For example, a customer who has decided to have his matter handled waits again at waiting area L. On the other hand, the person in charge at the counter W transmits information on the customer's intention to the control unit 42. When the information on the customer's intention is transmitted, the control unit 42 determines YES in S23, and updates the first reception table Tb1 in S24 based on the information on the customer's intention.

For example, if the customer's intention is to cancel the business, the customer's reception number is deleted from the first reception table Tb1. In addition, if the customer's intention is to have the matter handled by any person in charge, in the first reception table Tb1, the field for the designated person in charge corresponding to the customer's reception number is set to indicate that the customer has logged out. Update the information to the sky. In addition, if the customer's intention is to designate another person in charge, in the first reception table Tb1, the column of the specified person in charge corresponding to the customer's reception number is changed from the information indicating that the customer has logged out. Update the information of the newly designated person in charge.

For example, in the state where the first reception table Tb1 is shown in FIG. The person in charge column and priority call column are updated. Specifically, as shown in the first reception table Tb1 shown in FIG. 9, the column of the designated person in charge corresponding to the reception number "088" is updated from the information indicating that the person has logged out to the information of person in charge D. Ru. Further, since the reception number "088" has been called as a priority call, the priority call field corresponding to the reception number "088" is updated from "absent" to "yes".

Further, in S21, if there is no designated person in charge corresponding to a reception number that has not been normally called in which information indicating that the person has logged out is stored, the control unit 42 selects NO in S21. judge. For example, in the state of the first reception table Tb1 shown in FIGS. 4 and 9, there is no reception number storing information indicating that the user has logged out. In this case, the control unit 42 executes S25.

In S25, the control unit 42 selects the reception number according to the predetermined order described above. Further, in S26, the control unit 42 checks whether or not the selected reception number has been called with priority.

For example, in the first reception table Tb1 shown in FIG. 9, if reception number "086" is selected according to a predetermined order, the priority call column corresponding to reception number "086" is "None", so the reception The number "086" is not called with priority. In this case, the control unit 42 determines NO in S26. Subsequently, the control unit 42 outputs the selected reception number to the calling device 20 in S27. In this case, the reception number "086" is displayed on the notification device 30, and the person in charge at the counter W handles the business of the customer with the reception number "086."

On the other hand, for example, in the first reception table Tb1 shown in FIG. 9, if reception number "088" is selected according to a predetermined order, the priority call column corresponding to reception number "088" is "Yes". , reception number "088" is being called with priority. In this case, the control unit 42 determines YES in S26, and outputs the selected reception number and the fact that the designated person in charge is no longer available to the calling device 20 in S28. As a result, the reception number "088" is displayed on the notification device 30. Note that in this case, the reception numbers that were notified with priority are notified again in a predetermined order.

In this case, the customer with the reception number "088" is called to the counter W, and the person in charge at the counter W handles the business of the customer with the reception number "088". At this time, the display unit 22 of the calling device 20 displays a message that the designated person in charge is no longer available, so the person in charge at the counter W takes this into consideration when handling the matter. can. For example, the person in charge at counter W can apologize, such as, ``We are very sorry that person A is suddenly unable to be in charge.''

Subsequently, in S29, the control unit 42 stores the fact that the received reception number was normally called. In this case, the control unit 42 outputs the reception numbers in a predetermined order, so in the first reception table Tb1, the normal call column corresponding to the output reception number (for example, "088") is set to "Unknown". Update from "Completed" to "Completed".

Next, the second reception number output method executed by the control unit 42 described above will be explained using the flowchart shown in FIG. 10, starting from the state where the second reception table Tb2 is in the state shown in FIG. 5. As described above, the second reception table Tb2 stores the customer information of the customers who have been called preferentially.

In S30, the control unit 42 checks whether reception information has been acquired. If the reception device 10 does not accept the customer's business, the reception device 10 does not transmit reception information, and therefore the reception number management device 40 does not acquire reception information. In this case, the control unit 42 determines NO in S30, and repeatedly executes S30.

On the other hand, when the reception device 10 receives a customer's business, the reception device 10 transmits the reception information, so the reception number management device 40 acquires the reception information. In this case, the control unit 42 determines YES in S30, and determines in S31 whether or not the accepted customer has been given a priority call. Specifically, the control unit 42 checks whether the customer information included in the reception information is stored in the second reception table Tb2.

If the customer has not been called with priority, the customer information included in the reception information is not stored in the second reception table Tb2. In this case, the control unit 42 returns the program to S30.

On the other hand, if the customer has been called with priority, the customer information included in the reception information is stored in the second reception table Tb2. In this case, the control unit 42 determines YES in S31, and in S32 outputs to the calling device 20 the reception number included in the reception information and the fact that the customer has been called with priority.

As a result, the output reception number and the fact that the call has been given priority are displayed on the calling device 20. At this time, information is also displayed as to whether the customer canceled the job as a result of being called with priority, whether the job was executed as is, or whether the job was executed after specifying another person in charge. You may. Further, the person in charge at the counter W can handle the matter based on this display. For example, the person in charge at counter W said, ``When you came to visit me the other day, I heard that you suddenly became unable to take care of me, so you canceled your business and went home.We apologize for the inconvenience. , I am very sorry.'' can be used to convey an apology.

Subsequently, in S33, the control unit 42 deletes the customer information included in the reception information from the second reception table Tb2. As a result, it is possible to limit the priority calls made to the customer to the priority calls made when the customer visited the store last time.

According to the present embodiment, the reception system 1 includes a reception unit 14a that receives reception information including a business desired by a customer and a designation of a person in charge of the business, and reception information received by the reception unit 14a. a storage unit 41 that stores reception numbers corresponding to the case; a notification device 30 that notifies customers of the reception numbers stored in the storage unit 41 in a predetermined order; When the first detection unit 42a detects that the designated person in charge is no longer able to handle the matter, the first detection unit 42a detects that the designated person in charge is no longer able to handle the matter. The control unit 42 of the reception number management device 40 controls the notification device 30 so as to preferentially notify the reception number to be received.

According to this, if the person in charge designated by the customer becomes unable to handle the matter, that customer will be called in priority over other customers. Therefore, the customer can confirm earlier that the designated person in charge is no longer available to handle the matter, compared to the case where the customer is not called with priority. Therefore, the reception system 1 can improve customer satisfaction.

In addition, when the notification device 30 gives priority to notification of reception numbers, the reception system 1 also informs the designated person that the designated person is no longer in charge of the matter corresponding to the reception number that is notified with priority. The system further includes a first notification section 42e that notifies a person in charge different from the person in charge.

According to this, the other person in charge can reliably inform the customer that the designated person in charge is no longer available to handle the matter.

Further, the reception system 1 further includes an erasing unit 42d that erases the reception number that was prioritized and notified from the storage unit 41 after the notification device 30 gives priority to the reception number.

According to this, when a customer who has been informed that the designated person in charge is no longer in charge of the matter cancels the handling of the matter, the customer's reception number can be reliably deleted from the storage unit 41. .

Further, after the notification device 30 has prioritized and notified the reception number, the control unit 42 of the reception number management device 40 sends the reception number that was prioritized and notified in a predetermined order in order to handle the business desired by the customer. The notification device 30 is controlled so as to issue the notification again.

According to this, when a customer who has been informed that the designated person in charge is no longer in charge of the matter requests that the matter be handled by another person in charge, the reception system 1 handles the customer in a predetermined order. Call again at. Therefore, the customer who has been called with priority is prevented from handling the business with priority over other customers. Therefore, it is possible to suppress a decrease in the satisfaction level of other customers.

In addition, when the reception number that was notified with priority is notified again in a predetermined order by the notification device 30, the reception system 1 sends a message to the designated person in charge regarding the matter corresponding to the reception number that was notified with priority. The system further includes a second notification section 42f that notifies a person different from the designated person that the designated person is no longer in charge.

According to this, if the customer is called again in a predetermined order, another person will handle the matter, taking into account that the person in charge designated by the customer is no longer able to handle the matter. be able to.

In addition, the reception system 1 further includes a second detection unit 42b that detects that the designated person in charge is now able to take charge of a matter that the designated person in charge is no longer able to handle. When the second detection unit 42b detects that the designated person in charge is now able to take charge of the matter again, the reception number management device 40 specifies the designated person for the matter that the designated person in charge can no longer take charge of. The storage unit 41 is controlled to designate and store again that the assigned person is in charge.

According to this, when a designated person in charge becomes unable to take charge of an item and becomes able to take charge again, the customer who had designated the person in charge can be made to take charge of the item.

The reception unit 14a further receives customer information that identifies the customer. The storage unit 41 further stores customer information corresponding to the reception number notified with priority. In the reception system 1, when the reception unit 14a receives customer information stored in the storage unit 41 and corresponding to the reception number notified with priority, the reception system 1 includes a third system that notifies the person in charge of this fact. It further includes a notification section 42g.

According to this, when a customer who has been called as a priority comes back to the store at a later date, for example, and the reception device 10 accepts the customer, the person in charge is notified to that effect. Therefore, the person in charge can handle the matter, taking into consideration the fact that the person in charge specified by the customer at the time of the customer's previous visit to the store is no longer available to handle the matter.

Further, according to the present embodiment, the reception number management device 40 includes a storage unit 41 that stores a reception number corresponding to reception information including a business desired by a customer and a designation of a person in charge of the business; a reception number output unit 42c that outputs the reception numbers stored in the storage unit 41 to a person in charge in a predetermined order in response to a request from a person in charge; A first detection unit 42a. When the first detection unit 42a detects that the designated person in charge is no longer able to handle the matter, the reception number output unit 42c outputs the reception number corresponding to the matter for which the designated person in charge is no longer able to handle the matter. , the output is given priority to a person different from the designated person in charge regardless of the predetermined order.

According to this, the reception number management device 40 can improve customer satisfaction similarly to the reception system 1 described above.

Further, according to the present embodiment, the calling device 20 is operated by a person in charge of the business desired by the customer. The calling device 20 includes a request unit 23b that requests notification of a reception number from a reception number management device 40 that stores reception numbers corresponding to information including the specification of the business and the person in charge of the business, and a request unit 23b. The acquisition unit 23c acquires the reception numbers notified from the reception number management device 40 in a predetermined order in response to a request from the reception number management device 40, and the acquisition unit 23c acquires the reception number and the designated person corresponding to the matter for which the designated person is no longer in charge. The system includes an acquisition section 23c that displays a message indicating that the designated person in charge is no longer able to take charge, and a display section 22 that displays the reception number acquired by the acquisition section 23c and that the designated person in charge is no longer available.

According to this, the calling device 20 can improve customer satisfaction similarly to the reception system 1 described above.

Although the reception system, reception number management device, and calling device according to one or more aspects have been described above based on the embodiments, the present invention is not limited to these embodiments. Unless it deviates from the spirit of the present invention, various modifications that can be thought of by those skilled in the art to this embodiment, and embodiments constructed by combining components of different embodiments are also within the scope of one or more embodiments. may be included within.

For example, the reception number management device 40 transmits the reception number to the calling device 20, but instead of this, the reception number may be directly output to the calling device 20 and the notification device 30.

Further, although the calling device 20 and the notification device 30 are provided separately, the calling device 20 and the notification device 30 may be provided integrally. In this case, the notification device 30 may be a component of the calling device 20.

Further, customer information may not be stored in the first reception table Tb1. In this case, the person in charge of the priority-called customer may acquire customer information and store it in the second reception table Tb2. Note that in this case, the reception device 10 does not acquire customer information.

Furthermore, the fact that the designated person in charge is no longer in charge of the matter is detected when information indicating that the person in charge has logged out is stored in the column of the specified person in charge in the first reception table Tb1. In addition to this, it may be detected if information indicating that the person in charge is away from the counter W is stored in the column of the designated person in charge. In this case, for example, an infrared sensor (not shown) is used to output a signal indicating that the person in charge is away from the counter W to the reception number management device 40 when the person in charge is away from the counter W. You can. In this case, the predetermined conditions for priority calling are that the user is logged out and is away from his/her seat. Furthermore, in this case, information indicating that the person is away from the desk or information indicating the reason for being away (for example, in a meeting) may be stored in the column of the designated person in charge in the first reception table Tb1. .

Further, the reception device 10 may include a passbook reader (not shown) instead of the card reader 12. The passbook reading unit reads the customer's passbook. Further, the card reading section 12 or the bankbook reading section may read the bankbook and the cash card. Furthermore, when a cash card or a bankbook is digitized and stored in a customer's mobile terminal, the card reading section 12 or the bankbook reading section may read the digitized bankbook or the like from the customer's mobile terminal. .

Further, the reception device 10 may include a customer information reading section (not shown) instead of the card reading section 12. The customer information reading unit reads information that can identify the customer, such as the customer's face and fingerprints. The information read by the customer information reading section is used as customer information.

Further, the reception device 10 may be provided integrally with an electronic bookkeeping table.

Further, although the numbering section 14b is provided in the reception device 10, it may be provided in the reception number management device 40 instead.

In addition, reception numbers are issued starting from "001" and incrementing by one, but instead of this, reception numbers are issued in order from a predetermined number (for example, "100" or "300") for each task. It may be issued in increments.

Further, although the reception system 1 includes a plurality of notification devices 30, it may include one notification device 30 instead. In this case, the notification device 30 is set at the waiting area L as a large monitor, for example, and displays the called counter W along with the reception number.

By the way, there is a request to know the processing time for the matters handled by the person in charge at the counter W. This processing time can be set, for example, from the time when the call switch 21 of the above-mentioned calling device 20 is pressed until the time when the person in charge finishes the process and the call switch 21 is pressed next.

However, the time from when the call switch 21 is pressed until the reception number is notified by the notification device 30 and when the customer arrives at the counter W varies widely. As a result, the processing time varies greatly, making it impossible to accurately determine the processing time.

In response to this, it has been proposed to print an identification code (for example, a barcode) on the reception slip held by the customer. For example, the start time of the processing time is assumed to be the time when the counter W reads an identification code printed on a reception slip held by a customer called to the counter W.

Thereby, the time from when the call switch 21 is pressed until the customer arrives at the counter W can be excluded from the processing time. Therefore, variations in processing time can be suppressed.

INDUSTRIAL APPLICABILITY The present invention can be widely used in reception systems, reception number management devices, calling devices, and reception number notification methods.

1 Reception system 10 Reception device 14a Reception section 20 Calling device 23b Request section 23c Acquisition section 30 Notification device (notification section)
40 Reception number management device 41 Storage section 42 Control section 42a First detection section 42b Second detection section 42c Reception number output section 42d Erasing section 42e First notification section 42f Second notification section 42g Third notification section

Claims (10)

a reception unit that receives reception information including a business desired by a customer and a designation of a person in charge of the business;
a storage unit that stores a reception number corresponding to the reception information received by the reception unit;
a notification unit that notifies the customer of the reception number stored in the storage unit in a predetermined order;
a first detection unit that detects that the designated person in charge is no longer in charge of the matter;
When the first detection unit detects that the designated person in charge is no longer able to handle the matter, the reception number corresponding to the matter for which the designated person in charge is no longer able to be handled is prioritized. A reception system comprising: a control unit that controls the notification unit to make a notification. When the notification unit gives priority to the reception number, it informs the designated person in charge that the person in charge is no longer able to handle the matter corresponding to the reception number that is notified with priority. The reception system according to claim 1, further comprising a first notification unit configured to notify another person in charge different from the person in charge. The reception system according to claim 1 or 2, further comprising an erasing unit that deletes the reception number that was notified with priority from the storage unit after the notification unit gives priority to the reception number. . The control unit includes:
After the notification unit gives priority to the reception number and notifies the customer, the notification unit notifies the reception number given priority again in the predetermined order in order to handle the business desired by the customer. The reception system according to claim 1 or 2, which controls the notification section. When the reception number that has been notified with priority is notified again in the predetermined order by the notification unit,
a second notification that notifies another person in charge, who is different from the designated person, that the specified person in charge is no longer able to handle the matter corresponding to the reception number that has been notified with priority; The reception system according to claim 4, further comprising a section. further comprising a second detection unit that detects that the designated person in charge is now able to take charge of the business for which the designated person in charge is no longer able to take charge;
The control unit includes:
When the second detection unit detects that the designated person in charge is now able to take charge of the matter again, the designated person in charge of the matter is no longer able to take charge of the matter. 5. The reception system according to claim 4, wherein the storage unit is controlled to again designate and store what the person in charge will be in charge of. The reception unit further receives customer information identifying the customer,
The storage unit further stores the customer information corresponding to the reception number notified with priority,
When the reception unit receives the customer information stored in the storage unit and corresponding to the reception number that is notified with priority, a third notification notifying the person in charge to that effect. The reception system according to claim 1 or 2, further comprising a section. a storage unit that stores a reception number corresponding to information including a business desired by the customer and a designation of a person in charge of the business;
a reception number output unit that outputs the reception number stored in the storage unit to the person in charge in a predetermined order in response to a request from the person in charge;
a first detection unit that detects that the designated person in charge is no longer in charge of the matter;
When the first detection unit detects that the designated person in charge is no longer able to handle the matter, the reception number output unit responds to the matter for which the designated person in charge is no longer able to handle the matter. A reception number management device that outputs the reception number to a person different from the designated person in charge, with priority regardless of the predetermined order. A paging device operated by a person in charge of a matter desired by a customer,
a requesting unit that requests notification of the reception number from a reception number management device that stores a reception number corresponding to reception information including the specification of the business and the person in charge of the business;
an acquisition unit that acquires the reception numbers notified in a predetermined order from the reception number management device in response to a request from the request unit, the acquisition unit responding to the business for which the designated person in charge is no longer in charge; the acquisition unit that acquires the reception number and information to the effect that the designated person in charge is no longer in charge;
A calling device comprising: a display unit that displays the reception number acquired by the acquisition unit and a message indicating that the specified person in charge is no longer available. A reception number notification method by a reception system,
receiving reception information including the business desired by the customer and the designation of the person in charge of the business;
storing a reception number corresponding to the received reception information;
Notifying the customer of the stored reception number in a predetermined order;
A reception desk comprising the step of, when the designated person in charge is no longer able to handle the matter, giving priority to the reception number corresponding to the matter that the designated person in charge is no longer able to handle. Number notification method.

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