JPH11239216A - Substitute reception system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To allow a system to quickly and surely collect received information for a substitute service and to quickly and surely send the received information to each service agent. SOLUTION: In the substitute system consisting of a service agent group comprising service agents 3A-3C that receive a phone call request of service from each of end users 1A-1C to conduct various services and a substitute service agent 5 that receives phone call requests of services from each of the end users 1A-1C to conduct various services on behalf of the service agents 3A-3C of the service agent group, the substitute service agent 5 is provided with a storage means 11 that stores received information relating to the end users 1A-1C at every reception of each service request from the end users 1A-1C in cross reference with each service agent relating to the end users 1A-1C, and an information transmission means 12 that sends each above information stored in the means 11 to the service agents 3A-3C based on a transmission command.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a receiving agent system, and more particularly, to a service request from an end user by telephone on behalf of a service provider who performs various services in response to a service request from the end user by telephone. The present invention relates to a receiving agent system of a service agent that performs service on the other hand.

[0002]

2. Description of the Related Art FIG. 4 shows an example of a conventional reception proxy system. In this figure, reference numerals 300A to 300C denote end users such as residents of condominiums and card loan users;
02A to 302C are end users 300A to 300C
303 is a service provider that receives a telephone call for a failure of a condominium facility or a lost card from the company and performs various services such as a failure repair or a card loss handling process.
To the end users 300A to 300C by the service provider 30
It is a service agent that makes a contract with 2A-302B and performs various services on behalf of the service agents 302A-302C, for example, at a contract time such as at night.

[0003] Here, the service agent 303 does not provide the end users 300A to 300C outside the contract time such as daytime.
Services are provided by service providers 302A to 302
C, the request for various services by telephone from the end users 300A to 300C is made at the time of the contract time such as nighttime.
301C, the service agent 3 via the exchange 310
03, and the service is performed.

[0004] Requests for various services transferred from the end users 300A to 300C are sent to the service agent 30.
And received by any of the third telephones 304A to 304C, and correspond to operators 305 to 307. Operator 30
5 to 307 identify the service provider associated with the telephone number from the incoming telephone number, and find customer handling manuals 309A to 309C relating to the specified service provider. The operators 305 to 307 obtain contract information such as a contract reception time period, service precautions, a judgment standard flowchart and the like with the service provider from the found customer response manual, and grasp the work to be performed based on the contract information. Then, it issues a command such as telephone response to the end users 300A to 300C, telephone contact to the service providers 302A to 302C, and emergency dispatch to the end users 300A to 300C.

[0005] The service agent 303 prepares a form representing the number of receptions within one day's reception agency contract time by, for example, manually summing up the number of received services and generating a service form. The information is transmitted by facsimile or the like for each of the traders 302A to 302C.

[0006]

However, according to the prior art, as described above, the service agent 303 uses the service agents 302A to 302C based on the result of the service agent.
At each time, the number of receptions is manually counted, a form indicating the number of receptions per day is created, and the form is faxed to each of the service providers 302A to 302C. Therefore, it takes a long time to perform the tallying operation, and the fax cannot be transmitted within the contract time of the fax transmission to the service providers 302A to 302C.
In addition, due to erroneous tabulation, a form containing a tabulated value different from the actual reception status may be sent. In addition, since the tabulation work must be performed for each of the service providers 302A to 302C to create a form and manually send a facsimile, it has been a long operation.

[0007] The object of the present invention, in view of the above problems,
It is an object of the present invention to provide a receiving agent system that can quickly and accurately totalize receiving information such as the number of receptions in conjunction with the reception of a service agent and transmit the receiving information quickly and accurately to each service provider.

[0008]

The present invention employs the following means in order to solve the above-mentioned problems.

[0009] A service provider group comprising service providers receiving various service requests from the end users and providing various services, and receiving requests from the end users on behalf of the service providers in the service provider group. In a receiving agent system comprising a service agent that performs various services, the service agent includes:
Each time a service request from the end user is received, storage means for storing reception information for each service provider relating to the end user, and the reception information for each service provider stored in response to a transmission instruction and It is characterized by comprising a reception information transmitting means for transmitting to a service provider.

[0010] Further, in the reception agency system according to claim 1, the service agency is provided for each of the service agents based on the reception information stored in the storage means and the transmission information obtained from the reception information transmission means. It is characterized by comprising a display means for displaying a transmission status and capable of inputting the transmission command.

[0011] In the reception proxy system according to any one of claims 1 and 2, the reception information is counted and integrated each time a service request from the end user is received. It is characterized by the number of receptions.

[0012] In the reception proxy system according to a third aspect, the number of receptions includes a case where the number of receptions is zero. Further, any one of claims 1 to 4
The reception proxy system according to claim 1, wherein the reception information transmission unit is a facsimile unit.

[0013]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS One embodiment of the present invention will be described below with reference to FIGS.

FIG. 1 is a system configuration diagram of a reception proxy system for a building management business according to this embodiment.

1A to 1C are service providers 3A to 3C, respectively.
Residents in buildings managed by 3C, service providers 3A-3
C, end users receiving various services such as repair of building equipment, and 3A to 3C perform various services in response to telephone requests from the end users 1A to 1C, and contract with a service agent 5 described later. And, for example, at a contract time such as at night, the service agent 5
5 is a service provider who requests service substitution for services, and 5 responds to calls from end users 1A-1C related to the service providers 3A-3C who have concluded service substitution contracts, in response to telephone calls for failures in building equipment, etc. Is a service agent that acts as a service agent.

2A to 2C are service providers 3A to 3A, respectively.
During the contract time between the 3C and the service agent 5, a public line network having a transfer function of transferring various service requests from the end users 1A to 1C by telephone to the service agent 5 is provided, and 4 is also a public line network. is there.

The service agent 5 includes an end user 1
A private branch exchange 6 for receiving telephone calls from A to 1C, a plurality of telephones 7A to 7C connected to the private branch exchange 6 and having dial-in numbers, and telephone calls connected to the telephones 7A to 7C and from end users 1A to 1C. Service providers 3A to 3C contracting based on the telephone number specified by
And computers 81 to 83 for displaying a customer service manual related to the specified service provider.
And display units 91 to 93 for displaying a customer service manual related to the specified service agent, and various data such as a customer service manual are stored. The data is retrieved by a request from the computers 81 to 83 to retrieve a desired customer service manual. A server 11 for transmitting to the computers 81 to 83 and a facsimile server 12 for transmitting a report such as a daily report or a monthly report to the service providers 3A to 3C contracted for the result of the service agency in response to a request from the computers 81 to 83 are provided. .

Reference numerals 101 to 102 denote end users 1A to 1C.
The operator responds to a service request by telephone from.

This receiving proxy system is operated as follows.

When a request for service is transferred from the end users 1A to 1C related to the contracted service providers 3A to 3C to the service agent 13 within the contract time such as nighttime, the telephone 7A to 7C sends the request. The request is received and the end user 1A-1C receives the request from the telephone.
Is transmitted to the computers 81-83. The computers 81 to 83 specify the service provider based on the telephone number, and a contractor name related to the specified service provider,
Data relating to a customer response manual such as contract details is retrieved and retrieved from the storage unit of the server 11 and displayed on the display units 91 to 9.
3 is displayed. The operators 101 to 103 operate the display unit 9
Based on various information of the customer response manual displayed in 1 to 93, various services requested through the telephone with the end user are performed. Operators 101 to 10
3 and the like input the results of telephone correspondence with the end users 1A to 1C and instructions to be processed to the computers 81 to 83.

Each time a call is made with the end users 1A to 1C via the telephones 7A to 7C, the computers 81 to 83 store the received number data of the corresponding service agents 302A to 302C in the storage unit of the server 11. Add the number of receptions. When transmitting the report of the number of receptions per day, the operators 101 to 103 issue a command to the computers 81 to 83, the number data received by the service agent 5 within the service agent contract time of one day, the service agent 302
The contractor name data of A to 302C is retrieved from the storage unit of the server 11, and the form data of the number of receptions per day is created, and a FAX number is added to each of the service agents 302A to 302C and transmitted to the FAX server 12. FAX server 1
2 dials the facsimile numbers of the service providers 302A to 302C and faxes the created form to the service providers 302A to 302C via the public line 4.

FIG. 2 shows the computer display unit 9 shown in FIG.
FIG. 10 is a diagram showing an example of a reception number FAX transmission screen which is displayed at 1 to 93 and displays a daily transmission status and issues a transmission command.

In this figure, 101 is the current time, 10
2 Current date, 103 is an input field of a sender who instructed facsimile transmission, 104 is a contracted service provider 302A-3
A mark indicating the fax transmission status for each 02C, 105 is the destination code of the contracted service provider 302A to 302C, and 106 is the contracted service provider 302A to 302C.
The destination name of 02C, 107 is the service provider 302A-3
The indications “Yes” and “No” indicating the necessity / unnecessity of the FAX transmission for each 02C, and the “monitoring” display indicating that the FAX transmission needs to be performed but the transmission time has not yet arrived. The service proxy end time displayed for each of the service providers 302A to 302C, 109 is the number of receptions received within one day of the service proxy time, and 110 is a display of "success" and "failure" indicating success or failure of fax transmission. , And F has already been transmitted to the FAX server 11,
A display of "waiting" indicating that the transmission from the AX server 11 is waiting for a turn, and a display of "uncommanded" indicating that the FAX transmission time has not yet been reached and the FAX transmission has not been commanded; Reference numeral 111 denotes the name of a sender such as an operator who instructed FAX transmission, 112 denotes the time at which FAX transmission was completed, 113 denotes a transmission key for instructing FAX transmission, and 114 denotes a transmission key for instructing FAX retransmission.

The mark 104 includes, for example, a mark 115 displayed with a green smile, a mark 116 displayed with a red crying face, a mark 117 displayed with an hourglass, and a case where fax transmission is delayed for a predetermined time or more. A mark 118 displayed with a red FAX symbol, a mark 119 displayed with a blue FAX symbol, a mark 120 displayed with a yellow FAX symbol, a mark 121 displayed with a light blue sleepy face, and the like are used.

Next, an example of a form transmitted by facsimile is shown in FIG.
And FIG.

In these figures, reference numeral 201 denotes the name of the service provider to which the fax is transmitted, 202 denotes the date when the fax is transmitted,
Reference numeral 203 denotes the name of a service agent that performs a service and transmits a facsimile, 204 denotes the name of a sender who instructed facsimile transmission,
Reference numeral 05 denotes a column for displaying the number of receptions during the service proxy time of the day. Note that FIG. 4 shows a case in which the number of receptions is zero, and the fax transmission is performed. However, if the number of receptions is zero, the fax transmission may not be performed according to the request of the service provider.

Next, the operation at the time of FAX transmission will be described.

First, the operator displays a reception number FAX transmission screen shown in FIG. Then, the sender name 103
Enter the sender's name in the field and press the send all button 113.
The computers 81 to 83 transmit the fax by “Yes”,
In addition, all the service providers whose transmission status is “uncommanded” are selected, FAX data of the number of receptions is created for each service provider, and the FAX number data of the corresponding service provider is attached and transmitted to the FAX server. When the resend button 114 is pressed, the computers 81 to 83 select all the service providers whose fax transmission is “Yes” and the transmission status is “Failed”, and the number of receptions for each service provider is F
The AX data is re-created, and the FAX number data of the corresponding service provider extracted from the storage unit of the server 11 is attached to the AX data and transmitted to the FAX server 12. The FAX server 12 that has received the FAX data transmits a FAX form as shown in FIGS. 3 and 4 to each of the service agents 302A to 302C based on each FAX number data.

As described above, according to the receiving agent system according to the present embodiment, when the service agent 5 receives a service request by telephone from the end users 1A to 1C, each time the service agent receives the service request, Since the number of receptions for each of the service providers 302A to 302C is counted and stored in the storage unit of the server 11, manual counting work as in the related art is unnecessary, and the counting can be performed quickly and accurately. Further, the number of receptions for each of the service agents 302A to 302C stored in the server 11 can be transmitted by facsimile according to a transmission command from the computer display units 91 to 93 by the operator. Can be. Further, the transmission status relating to the one-day fax transmission can be displayed moment by moment by the computer display sections 91 to 93.
X transmission can be appropriately dealt with.

In the reception agency system of the present embodiment, the reception agency system of a service provider performing a building management operation has been described. However, the reception agency system includes a different type of business such as a service agent performing a card management operation. It goes without saying that service providers may be mixed.

[0031]

As described above, according to the receiving agent system of the present invention, each time a service agent receives a service request from an end user, it stores reception information for each service agent related to the end user. Since the storage means and the reception information transmitting means for transmitting the received information for each service provider stored in response to the transmission instruction to each service provider are provided, the totalization of the reception information such as the number of receptions is quickly and accurately performed. In addition, the reception information can be transmitted quickly and accurately for each service provider according to the transmission command of the operator.

Further, according to the reception agency system of the present invention, the service agency can determine the transmission status of each service company based on the reception information stored in the storage means and the transmission information obtained from the reception information transmission means. And a display means capable of inputting the transmission command, so that the transmission status of the reception information transmitting means such as facsimile transmission can be displayed moment by moment, so that the transmission of the reception information can be appropriately dealt with. Can be.

[Brief description of the drawings]

FIG. 1 is a system configuration diagram of a reception proxy system according to an embodiment of the present invention.

FIG. 2 is a view showing an example of a reception count FAX transmission screen displayed on the computer display units 91 to 93 shown in FIG. 1 and displaying a daily transmission status and performing a transmission instruction;

FIG. 3 is a diagram showing an example of a form transmitted by fax from the fax server 12 shown in FIG. 1;

FIG. 4 is a diagram showing an example of a form transmitted by fax from the fax server 12 shown in FIG. 1;

FIG. 5 is a system configuration diagram of a reception proxy system according to the related art.

[Explanation of symbols]

 1A-1C End user 2A-2C Public line network with transfer function 4 Public line network 3A-3C Contracted service provider 5 Service agent 7A-7C Telephone 81-83 Computer 91-93 Display unit 101-103 Operator 11 Server 12 FAX server

 ──────────────────────────────────────────────────続 き Continued on the front page (72) Inventor Koichi Shibayama 1-6-6 Kanda Nishikicho, Chiyoda-ku, Tokyo Inside Hitachi Building System Co., Ltd.

Claims (5)

[Claims] 1. A service provider group comprising service providers receiving various telephone service requests from end users and providing various services, and a service provider group on behalf of each service provider in the service provider group. In a receiving agent system comprising a service agent that receives a service request by telephone and performs various services, the service agent receives the service request from the end user every time the end user receives the service request. Storage means for storing reception information for each service provider, and reception information transmission means for receiving the transmission instruction and transmitting the received reception information for each service provider to each service provider. Reception agency system. 2. The service agent according to claim 1, wherein the service agent displays the transmission status of each service provider based on the reception information stored in the storage unit and the transmission information obtained from the reception information transmission unit. And a display means capable of inputting the transmission command. 3. The method according to claim 1, wherein
5. The reception proxy system according to claim 3, wherein the reception information is the number of receptions counted and accumulated each time a service request from the end user is received. 4. The reception proxy system according to claim 3, wherein the number of receptions includes zero. 5. The method according to claim 1, wherein
In the claims, the reception information transmitting means is F
A receiving agent system, which is an AX unit.