JPH06337877A - Area management system - Google Patents

Abstract

PURPOSE:To securely and efficiently receive a claim from a management area without assigning an experienced front clerk and without any man and to improve the quality of management service. CONSTITUTION:When an on-call is given at the time of automatic reception, a front terminal 4 automatically starts a voice response device 9 and asks back a prescribed reception item by voice in a prescribed reception procedure by an interactive system. Namely, the front terminal 4 executes hearing by the interactive system in accordance with the reception procedure and the reception item ('1. May I know your name?',..., '6. How much the problem is?'), which are mentioned in an automatic claim reception screen in the middle of display, and sequentially fills hearing data into the automatic claim reception screen. The front terminal 4 automatically preserves hearing data obtained for the respective reception items in a data base 7 after hearing is terminated.

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an area management system (AMS) capable of reliably and efficiently accepting a large number of complaints from residents and users in a management area such as a large-scale building or a group of buildings. is there.

[0002]

2. Description of the Related Art Conventionally, as part of a building management service, a large number of complaints from residents and users in management areas such as large buildings and groups of buildings have been received by telephone at the front desk in the management center. ing. For example, when a tenant in the management area receives a telephone call (on-call) for a complaint by telephone, the front staff listens to the content of the complaint, the tenant name, etc. and takes a memo, and hands the memo to the operator in the next process. I will contact you by phone.

[0003]

However, in such a way of accepting complaints, memos may be confused or lost for many kinds of complaints.
Reception work becomes complicated. Moreover, the memo in which the content of the complaint is entered is discarded after the complaint is processed and is not used as data at all. In addition, the procedure and acceptance items for complaints have not been established, and individual front staff may cause individual differences, and even inexperienced front staff members may miss necessary reception items, so it is inevitable to hire skilled front staff members. there were. Further, there is a problem that the reception cannot be accepted when the front staff is absent, and the response is delayed.

The present invention has been made in order to solve such a problem, and its purpose is to ensure that a complaint from a management area can be assuredly and efficiently unattended without hiring a skilled front staff member. Be accepted by
In addition, it is to improve the quality of management services by utilizing the hearing data regarding the received complaints.

[0005]

In order to achieve such an object, the present invention automatically responds to a contact from a management area and interactively voices a predetermined reception item according to a predetermined reception procedure for complaint processing. And a data storage means for automatically storing the hearing data obtained for each reception item returned by the voice response means.

[0006]

[Operation] When a contact is made from the management area, predetermined reception items are automatically heard back in an interactive manner in a predetermined reception procedure. The hearing data for each reception item obtained by this is automatically saved.

[0007]

EXAMPLES The present invention will now be described in detail based on examples.

FIG. 1 is a system configuration diagram showing an embodiment of the present invention. In the figure, 1 is a management center, 2 is a private branch exchange (PBX), and 3-1 to 3-n are tenants in the management area.

In the management center 1, a front terminal (workstation) 4, an operator terminal (workstation) 5, a data management CPU 6, a database 7, a telephone 8, a voice response device 9, a private branch exchange interface (PBXI / F). 10 etc. are arranged. The front terminal 4, the operator terminal 5, and the data management CPU 6 are mutually connected by a bus LAN. The database 7 is connected to the data management CPU 6,
The data management CPU 6 uses the PBX I / F 10 to execute the P
It is connected to the BX 2 and the voice response device 9. Also,
The telephone 8 is arranged near the front terminal 4, and it is possible to operate the front terminal 4 while listening to the content of the complaint by the telephone 8.

Next, the front terminal 4, the data management CP
The functions of U6 and the voice response device 9 will be described with reference to the flowcharts shown in FIGS.

When the power of the front terminal 4 is turned on,
The screen (screen A) 4-1 shown in FIG. 3 is displayed (step 201). Then, in the display status of the A screen 4-1, the front staff member waits for the input of the person in charge code, and if the person in charge code is not input within one minute, step 20
In response to NO in step 2, the automatic reception program is activated (step 203). According to this automatic reception program,
The front terminal 4 displays the screen (B screen: automatic complaint acceptance screen) 4-2 shown in FIG. 4 (step 204).

On the B screen 4-2, acceptance procedures and acceptance items regarding complaint processing are described. In the present embodiment, “1. which one?”, “2. what did you do?”, “3. where?”, “4. when did you start?”, “5. did something happen?”, “6. In the procedure of "How much?" The front terminal 4 stands by while displaying the B screen 4-2.

Now, for example, from the tenant 3-1 to the telephone 1
It is assumed that an on-call (complaint contact) is made via 1. This on-call is given to the telephone set 8 via the PBX 2 and also given to the data management CPU 6 via the PBX I / F 10. The data management CPU 6 is
Upon receiving the on-call (step 701), the telephone number of the tenant 3-1 to which the on-call is transmitted is checked (step 702), and the customer information corresponding to this telephone number is extracted from the customer master file stored in the database 7. (Step 703), the extracted customer information is transmitted (step 704).

The front terminal 4 includes a data management CPU 6
The customer information sent from is received (step 20
5) On the B screen 4-2, the telephone number of the call destination for the customer information is displayed at the position corresponding to “1. Which is it?” (Step 206: see FIG. 5).

Then, the front terminal 4 activates the voice response device 9 via the PBX I / F 10 via the data management CPU 6 (step 207). As a result, the voice response device 9 responds to the reception procedure and the reception items described on the B screen 4-2 by first speaking "1. Which is it?" To the tenant 3-1 side by voice. Ask back. In this case, based on the customer information retrieved from the customer information master file, the telephone number, company name, department in charge,
Ask the person in charge to hear the name of the person in charge and ask if it is correct. At this time, the tenant 3-1 side can identify the destination before the tenant 3-1 knows his / her own name, and therefore, the sense of trust in the management center is increased.

[0016] If the customer information is pointed out to be corrected, the front terminal 4 proceeds to step 209 in response to NO in step 208 and asks the company name, department in charge, and person in charge to input a single tone. , Create new customer information, and display the customer information at the position corresponding to “1. Which is it?” On the B screen 4-2 (step 21).
0). If there is no correction in the customer information in step 208,
Immediately, the process proceeds to step 210 and the transmitted customer information is displayed.

Next, regarding "2. What happened?"
It returns to the tenant 3-1 side (step 211). In this case, the front terminal 4 takes out the complaint list stored in the database 7 and confirms the seven contents listed in the complaint list one by one. If the complaint from the tenant 3-1 side is the content in the complaint list, step 2 is answered according to YES in step 212.
14, the content of the complaint is displayed on the B screen 4-2 as “2.
Display at the position corresponding to "What happened?" If the complaint from the tenant 3-1 side is not the content in the complaint list, the tenant 3-1 side inputs the complaint content as a single tone (step 213).

Similarly, "3. Where are you?"
"4. When did you start?", "5. Did something happen?",
Regarding "6. How much?", The tenant 3-1 side hears by voice in an interactive form, and each hearing data obtained by this is displayed at a position corresponding to each acceptance item (step 215). Due to the display status on the B screen 4-2, the operator who is absent can immediately check the automatic complaint acceptance status and can process it without delay.

In the manual reception described later, the front staff member is caused to judge the alarm level in "7. Alarm level" according to the judgment criteria shown in FIG. 6 based on each hearing data for each reception item. However, in the case of automatic reception, there is a problem in credibility because it is a one-sided hearing from the tenant 3-1 side, and automatic determination of the alarm level is not performed.

After the completion of listening to each reception item, the front terminal 4 clarifies that the reception is automatic, sends the current display status on the B screen 4-2 to the operator terminal 5 (step 216), and creates a database. And save it in the database 7 (step 217).

When the front screen 4 stores the B screen 4-2 in which the data is entered in the database 7, the count value of the processing waiting number counter is increased and the display value on the processing waiting number display section 4-2b is displayed. To update. The number of pending processing items displayed in the pending processing number display section 4-2b is the number of unprocessed items stored in the database 7, and is received by the operator terminal 5 through the wide area management system (not shown). It also includes the unprocessed portion of the alarm content stored in the database 7.

The front terminal 4 blinks the operator confirmation display section 4-2c when the operator terminal 5 does not confirm the contact with the operator within 5 minutes.

On the other hand, the front terminal 4 proceeds to step 202.
If the person-in-charge code is input within 1 minute at, the manual reception program is started (step 218). According to this manual acceptance program, the front terminal 4 displays the B ′ screen (manual complaint acceptance screen) 4-3 (see FIG. 8) (step 219). The front staff is this B'screen 4-
Stand by with 3 displayed. When there is an on-call (first report) from the management area, the front terminal 4 proceeds to step 221 in response to YES in step 220 and performs a manual reception process. Although details of the manual reception process are omitted here, basically, according to the reception procedure and the reception items described in the B ′ screen 4-3, the front desk person listens in an interactive manner through the telephone 8, and thereby, Key in the obtained hearing data for each reception item on the B'screen 4-3.

When the next on-call (second report) is entered during this manual acceptance process, the front terminal 4 proceeds to step 223 in response to YES in step 222, and B screen (automatic complaint acceptance screen) 4-2. The automatic reception process is performed in parallel with the manual reception process without displaying. As a result, according to this embodiment, the serviceability is improved without waiting for the next on-call during the manual reception.

When the processing for the on-call is completed and the processing data is input from the operator, the support crew or the resident, the front terminal 4 reversely displays the processing input data existence display portion 4-3d for 1 minute. In addition, when on-calls from a large number of tenants are processed in parallel, and when a plurality of processing data are input at one time, the processing input data existence display unit 4-3d is blinked, and one processing input or a plurality of processing inputs is input. To distinguish In addition, even when processing is performed in response to an alarm from the wide area management system and processing data is input, it is displayed on the processing input data present display unit 4-3d.

Further, in the front terminal 4, if the management list screen key 4-3e is touched while the input of processing data is displayed on the processing input data existence display section 4-3d, the B'screen 4- Instead of 3, the processing data being input is displayed on the screen. As a result, the front staff can know the complaint processing status coming from the site.

When the emergency contact key 4-3f is touched, the front terminal 4 causes the emergency contact list to appear in place of the B'screen 4-3. As a result, the front desk member can select a desired contact from this emergency contact list and make a contact to quickly deal with the emergency.

When the new open key 4-3g is touched, the front terminal 4 brings up a new B'screen 4-3 in which no data is written. Thereby, the front staff can receive the next on-call.

When the management list screen key 4-3e is repeatedly touched in the situation where no processing data is input, the front terminal 4 displays the contents stored in the database 7 in order from the latest information. At this time, if the reference is made within 10 minutes, the content that was last referenced is displayed.

In the above-mentioned embodiment, the customer master file includes contract conditions as customer information,
By automatically checking the service contents requested by the callee, it is possible to prevent the occurrence of mistakes such as dealing with service contents that do not meet the contract conditions during both automatic reception and manual reception. It will be possible.

[0031]

As is apparent from the above description, according to the present invention, a predetermined reception item is automatically returned in an interactive manner in a predetermined reception procedure for complaint processing by automatically responding to a contact from the management area. Since the hearing data for each reception item obtained by this is automatically saved, unattended without hiring a skilled front desk member,
This makes it possible to reliably and efficiently accept complaints from the management area, and to improve the quality of management services by utilizing the hearing data regarding the accepted complaints.

[Brief description of drawings]

FIG. 1 is a system configuration diagram showing an embodiment of the present invention.

FIG. 2 is a flowchart for explaining functions and operations of a front terminal.

FIG. 3 is a diagram showing an A screen displayed on a front terminal.

FIG. 4 is a diagram showing an initial state of a screen B (automatic complaint acceptance screen) displayed on the front terminal.

FIG. 5 is a diagram showing how the interview data is entered on the B screen displayed on the front terminal.

FIG. 6 is a diagram showing a criterion for determining an alarm level.

FIG. 7 is a flowchart for explaining functions and operations of a data management CPU.

FIG. 8 is a diagram showing an initial state of a B ′ screen (manual complaint acceptance screen) displayed on the front terminal.

[Explanation of symbols]

 1 Management Center 2 Private Branch Exchange (PBX) 3-1 to 3-n Each Tenant in Management Area 4 Front Terminal 5 Operator Terminal 6 CPU for Data Management 7 Database 8, 11 Telephone 9 Voice Response Device 10 Private Branch Interface ( PBX I / F) 4-2 B screen (automatic complaint acceptance screen)

Claims (1)

[Claims] 1. A voice response means for automatically responding to a contact from a management area to hear a predetermined reception matter in an interactive manner in a predetermined reception procedure for complaint processing, and each reception matter to be returned by the voice response means. An area management system comprising: a data storage means for automatically storing the hearing data obtained for the data.