KR102499195B1 - Monitoring system - Google Patents

Abstract

It is possible to present a history of conversations related to the event for each new bad event that occurred in the customer's facility.
A case ID assigned to each breakdown is generated according to the operation instructions of the operator who recognizes that a new breakdown has occurred through conversation with the customer, and when the conversation with the customer is finished, the case ID includes the building number, the date and time of start of correspondence, and the operator ID. , an information processing unit 112 for generating conversation information by associating recorded data received from the telephone processing unit 111 with a set recording ID, etc., and registering it in the corresponding log storage unit 21. After that, when the operator identifies an item through a conversation with a customer through an incoming call, the information processing unit 112 acquires a correspondence log in which the item ID of the item is set, and displays the list in chronological order on the call reception screen. do. In addition, when a predetermined button of the corresponding log (conversation information) displayed is selected, the recorded data of the corresponding conversation is reproduced.

Description

Monitoring system {MONITORING SYSTEM}

The present invention relates to monitoring systems, and in particular to the management of information generated by conversations by operators responding to calls from customers.

In order to monitor building facilities scattered across the country, for example, elevators installed in contracted buildings, a monitoring system is installed at multiple monitoring centers nationwide, and is installed in each monitoring center in each responsible area. Elevators are being monitored.

Customers, such as building owners, call the monitoring center in charge when they detect that some kind of failure has occurred in the elevator. The operator at the monitoring center uses a dedicated operator terminal with which a telephone is connected to interact with customers, but when receiving a call from a customer, the operator communicates with the customer in order to determine the details of the problem and the resolution of the problem. do.

In the monitoring center, the content of the conversation with this customer is being recorded. In the recorded data, the date and time of recording and the identification information of the telephone used for correspondence with the customer are linked and accumulated.

JP 2005-217534 A JP 2002-099718 A

However, in order to receive a report on the subsequent situation, the customer calls again, or the operator calls the customer to adjust the dispatch schedule of engineers, etc. Sometimes it is possible to send and receive information over the phone. At that time, the operator needs to confirm the contents of the past conversation with the customer and communicate with the customer more accurately.

However, in the past, only information specifying the date and time of recording and the telephone used in the conversation were associated with the recorded data, so the operator had to find the recorded data based on the approximate date and time of the conversation with the customer. It became. Further, when a plurality of failures occur in the equipment of the same customer, it becomes more difficult to find the target recorded data. For this reason, there was a case in which time was further spent in finding the target recorded data.

An object of the present invention is to make it possible to present a history of conversations related to the event for each bad event newly generated in a customer's facility.

A monitoring system according to the present invention assigns identification information of the recorded data and recording start date and time information to recorded data recording contents of a conversation between an operator terminal used by an operator responding to a call from a customer and a customer. The operator terminal includes display control means for performing display control of a call reception screen when receiving a call from a customer, and when the operator determines that a bad event has newly occurred in the customer's equipment. Issuing means for issuing item identification information in correspondence with the event in response to a new issuance instruction issued, and conversation information including item identification information corresponding to the event specified during a telephone conversation from a customer, and information related to the conversation. and linkage means for associating the content of the conversation with the recorded recorded data, wherein the display control means displays conversation information associated with an event specified during a telephone conversation from a customer on the call reception screen in the order of conversation. It is characterized by doing

Further, in the recorded data storage means, recorded data recording contents of a conversation with an engineer corresponding to the idea are further stored in association with identification information of the recorded data and recording start date information, and the linking means comprises: Further, it is characterized in that the case identification information corresponding to the event is linked with conversation information including information related to the conversation with the engineer and recorded data recording the contents of the conversation.

Further, a conversation information storage means for storing the conversation information is provided, wherein the conversation information includes case identification information, customer information of a customer of the originating source, start date and time of correspondence to the telephone, operator identification information of an operator corresponding to the customer, corresponding It is characterized in that identification information of the conversation recording data is included.

Further, a conversation information storage means for storing the conversation information is included, and the conversation information including information related to the conversation with the engineer includes case identification information, customer information of a customer corresponding to the event, and correspondence to the telephone. It is characterized in that the starting date and time, engineer identification information of the engineer who had the conversation, operator identification information of the operator corresponding to the engineer, and identification information of the recorded data of the conversation are included.

Furthermore, retained information storage means for storing, as reserved information, conversation information having an information item that is not set among information items constituting the conversation information, and information for supplementing information to the unset information items of the reserved information. It is characterized in that it includes an editing means.

Further, it is characterized by including information editing means for editing the item identification information included in the conversation information stored in the conversation information storage means.

According to the present invention, for each bad event newly generated in the customer's equipment, a history of conversations related to the corresponding event can be presented.

In addition, the history of conversations with engineers related to ideas can be presented.

In addition, information can be supplemented later for conversation information with information items that have not been set.

In addition, the association between the thought and dialogue information can be changed later.

1 is an overall configuration diagram showing an embodiment of a monitoring system according to the present invention;
Fig. 2 is a diagram showing an example of a data structure of recorded data information stored in a recorded data information storage unit in the present embodiment;
Fig. 3 is a diagram showing an example of a data structure of customer information registered in the customer master in the present embodiment;
Fig. 4 is a diagram showing an example of a data structure of engineer information registered in the engineer master in the present embodiment;
Fig. 5 is a diagram showing an example of a call reception screen displayed on an operator terminal in the present embodiment;
Fig. 6 is a diagram showing an example of a data structure of conversation information stored in a correspondence log storage unit in the present embodiment;

EMBODIMENT OF THE INVENTION Hereinafter, based on drawing, preferred embodiment of this invention is described. In this embodiment, a monitoring system for monitoring equipment such as an elevator installed in a building facility of a contracting party will be described as an example.

1 is an overall configuration diagram showing an embodiment of a monitoring system according to the present invention. FIG. 1 shows a configuration in which the monitoring center 10 and the server center 20 are connected by an intranet 1. The monitoring system in this embodiment divides the whole country into a plurality of regions, and a monitoring center is provided for each region. In the monitoring center 10, tasks such as responding to calls from customers such as building owners within the area in charge are performed. In addition, since each monitoring center 10 performs equivalent duties, only one monitoring center 10 is shown in FIG. 1 . In the server center 20, a plurality of server computers are installed, and the database and the like used by each monitoring center 10 are collectively managed using the plurality of server computers.

The monitoring center 10 in this embodiment has a configuration in which an operator terminal 11 and a PBX (Private Branch eXchange) 12 are connected to a LAN (Local Area Network) 13. The LAN 13 is connected to the intranet 1 via a router 14. In addition, the monitoring center 10 is also equipped with a device for connecting an interphone installed in an elevator car, for example, but components not used in the explanation of the present embodiment are omitted from FIG. there is.

The operator terminal 11 is a dedicated terminal device used by an operator in response to a call from a customer. A telephone is correspondingly connected to the operator terminal 11 . In this embodiment, the set of operator terminals and telephones is simply referred to as "operator terminal" generically. Although a plurality of operator terminals 11 are prepared, only one is shown in the drawing because each has an equivalent function.

The operator terminal 11 is a dedicated terminal device incorporating a computer, and includes a CPU, ROM, RAM, and HDD, and also includes a network interface and user interface for network communication. As a user interface, a headset for conducting a conversation using a telephone, a display as a display means, and a mouse or keyboard as an input means are constituted.

In addition, as shown in Fig. 1, the operator terminal 11 includes a telephone processing unit 111, an information processing unit 112, a display control unit 113, and a user interface (UI) unit 114 as processing functions. . Note that components not used in the description of the present embodiment are omitted from FIG. 1 . The telephone processing unit 111 performs overall processing using a telephone, such as line connection, conversation processing, and recording processing of conversation content. The user interface unit 114 receives instructions from the user and displays information under the control of the display control unit 113. The display control unit 113 generates various screens to be displayed on the display and displays them on the user interface unit 114 .

The information processing unit 112 performs overall processing such as generation and change of information handled in the operator terminal 11 . Specifically, issuance means for issuing case identification information in correspondence with the event in response to a new issuance instruction given when the operator determines that a new bad event has occurred in the customer's facility, and the event specified during a telephone conversation with the customer. A linking means for linking the corresponding item identification information with conversation information including information related to the conversation and recorded data recording the content of the conversation, and supplementing information to information items that are not set in reserved information, or conversation It functions as information editing means for editing case identification information included in information.

Each component 111 to 114 in the operator terminal 11 is realized by a cooperative operation of a computer installed in the operator terminal 11 and a program running on a CPU installed in the computer. The program used in this embodiment can be provided by means of communication, as well as stored and provided on a computer-readable recording medium such as a CD-ROM or USB memory.

The PBX 12 is connected to a telephone line network (not shown), and connects a telephone call (external line) from a customer to the operator terminal 11.

The server center 20 uses a plurality of server computers to store a corresponding log storage unit 21, a reserved information storage unit 22, a recorded data information storage unit 23, a customer master 24 and an engineer master 25. is managing In the correspondence log storage unit 21, conversation information including information related to a conversation between an operator and a customer or an engineer and information related to an operator's action are stored as a correspondence log. Although various information items are included in conversation information as will be described later, an operator is busy responding to calls or the like and cannot set one or a plurality of information items in the accumulated conversation information, so some may be omitted. In the reserved information storage unit 22, among the information items constituting this conversation information, conversation information having an information item that has not been set is stored as held information.

Fig. 2 is a diagram showing an example of the data structure of the recorded data information stored in the recorded data information storage unit 23 in the present embodiment. In the recorded data information storage unit 23, the telephone processing unit 111 records recorded data recording contents of conversations conducted by the operator with the customer and the engineer. When recording, as shown in Fig. 2, the telephone processing unit 111 assigns identification information (hereinafter referred to as "recording ID") of the recorded data, and organizes the recording ID, the recording start date and time, and the recorded data as a group. Then, it is registered in the recorded data information storage unit 23.

Fig. 3 is a diagram showing an example of a data structure of customer information registered in the customer master 24 in the present embodiment. Customer information is generated for each building of the customer who becomes the contracting party, and to the building number that specifies the building, customer name, address, phone number, person in charge such as the building owner, contract details information, and security company that performs the customer's expenses, etc. including information about 3 shows information items displayed on the call reception screen or included in conversation information, and the information items included in customer information are not limited thereto.

Fig. 4 is a diagram showing an example of a data structure of engineer information registered in the engineer master 25 in the present embodiment. Engineers are workers who repair failures in the customer's building equipment, and the engineer information includes engineer identification information (hereinafter referred to as "engineer ID") to identify each engineer, the engineer's name, business office and department, and phone number. is included. Of course, you may include information other than this.

In this embodiment, since it is not used for explanation, it is omitted from FIG. 1, but the server center 20 may also have a processing function equivalent to that of the operator terminal 11, and may provide a terminal device that performs equivalent processing.

5 is a diagram showing an example of a call reception screen displayed on the operator terminal 11 in the present embodiment. The call reception screen is displayed when an operator receives a call from a customer and performs a predetermined operation. Here, the screen configuration of the call reception screen will be described.

On the call reception screen, a display area 31 for operator-related information, a display area 32 for customer information, a display area 33 for correspondence details, and an input area 34 for information related to items are provided. . In addition, depending on the situation, an action add button 35 operated by an operator, a new item button 36, an engineer button 37, a cancel button 38, a save button 39, a response end button 40, and a full- A pull-down button 41 for displaying a pull-down menu is provided.

In the operator display area 31, operator terminal identification information for specifying the operator terminal 11 (hereinafter referred to as "operator terminal ID") and identification information of an operator using the operator terminal 11 (hereinafter referred to as "operator ID") 」) is displayed.

In the customer information display area 32, as a customer who has made a call, customer information about a building to which the customer contracts is displayed. Also, each building is identified by a building number.

In the display area 33 of correspondence details, conversation information related to the corresponding item is displayed in the order of conversations, that is, in chronological order. In the present embodiment, not only conversation-related information, but also all information related to the subject matter is displayed in chronological order. Here, "case" refers to a bad event that occurred in the customer's building equipment. In this embodiment, the case is specified by which bad event (failure) has occurred in which building, that is, the building specified by the building number and the breakdown. The information related to the case includes all information related to conversations with customers, conversations with engineers repairing the breakdown, and processing performed by operators and the like to repair the breakdown.

The information input area 34 related to the agenda is an area for the operator to input in order to record the contents of the conversation between the customer and the engineer. For example, as illustrated in FIG. 5, a "reception" area for inputting the contents of a call from a customer, that is, a breakdown, an "arrival" area for recording an engineer's visit to the site (building), an engineer It may be divided into a "cause" area for recording the cause of the failure reported by the operator and a "remedy" area for recording the details of the failure by an engineer.

Next, the operation in this embodiment will be described.

The operator logs in to the monitoring system and PBX 12 by inputting an operator ID and password from the operator terminal 11, and starts work. Then, when the operator receives a call from the customer, the telephone processing unit 111 starts recording the contents of the conversation between the operator and the customer.

The operator asks for information for specifying the customer's building (building number) by phone, and inputs the customer's information in question from a predetermined search screen (not shown). Then, a call reception screen is displayed by performing a predetermined operation. Customer information acquired by searching the customer master 24 based on the customer information inputted by the information processing unit 112 and the operator terminal ID and operator ID in the display area 31 of the displayed call reception screen, and the display area 32 in the display area 32 are displayed respectively.

First of all, it is assumed that a telephone call is received from a customer due to a new occurrence of some kind of bad event, such as a failure, in the customer's facility. In the following description, a case where a failure occurs as a bad event will be described as an example.

The operator selects the new item button 36 when recognizing that a failure has newly occurred through conversation with the customer. The information processing unit 112 issues case identification information (hereinafter referred to as “case ID”) in association with the failure in accordance with selection of the new case button 36, that is, a new issuance instruction. In addition, since it is a new case here, a correspondence log including a corresponding case ID is not registered in the correspondence log storage unit 21. Therefore, nothing is displayed in the display area 33 of the corresponding scene. When the operator continues asking questions about the details of the failure from the customer, the operator writes them in the input area 34 to record the contents. Then, when the conversation with the customer ends and the telephone line is disconnected, the telephone processing unit 111 generates a recording ID to be assigned to the recorded data, adds the recorded data and the start date and time of recording to the recording ID, and records the recording. Data information is generated and registered in the recorded data information storage unit 23. After that, the telephone processing unit 111 notifies the information processing unit 112 of the recording ID.

The operator who has finished the conversation with the customer selects the save button 39 . The information processing unit 112 generates conversation information according to selection of the save button 39 . That is, the information processing unit 112 determines the newly issued item ID, the building number included in the displayed customer information, the action, the date and time when the response to the call from the customer was started (the date and time when the response was started), and the PBX 12 Conversation information is generated by associating information such as the phone number of the caller obtained from the telephone number of the caller, the operator ID, the recording ID received from the telephone processing unit 111, and the operator terminal ID and the contents of the failure written in the input area 34, and the corresponding log It is registered in the storage unit 21. In this way, in the present embodiment, a case ID corresponding to a new failure is issued by selection of the new case button 36 during a telephone conversation with a customer, and a corresponding log is created by associating each information item with this case ID. create In addition, the type of the operator's behavior is set in the action. For example, there are incoming/outgoing phone calls, reservations by engineers (dispatchers), and the like. The action in the case of receiving a call from the above-mentioned customer is "receive".

Fig. 6 is a diagram showing an example of a data structure of conversation information stored in the correspondence log storage unit 21 in the present embodiment. Here, among the two types of conversation information shown in Fig. 6, conversation information of a data configuration generated by customer correspondence is registered. As is clear from this data structure, with the conversation information generated by the conversation with the customer this time, the customer is linked by the building number, the recorded data by the recording ID, and the operator by the operator ID in relation to the case. do.

By the way, there are cases where a customer makes a call to the monitoring center to confirm, for example, the arrival time of an engineer and the like about a failure that is occurring, not only when a failure has newly occurred.

The operation in this case will be explained. When the operator receives a call from the customer, the telephone processing unit 111 starts recording the contents of the conversation between the operator and the customer in the same way as above.

An operator inquires about information for specifying a customer and a building by phone, and inputs the customer's information in question from a predetermined search screen (not shown). Then, a call reception screen is displayed by performing a predetermined operation. Customer information acquired by searching the customer master 24 based on the customer information inputted by the information processing unit 112 and the operator terminal ID and operator ID in the display area 31 of the displayed call reception screen, and the display area 32 in the display area 32 are displayed, respectively. In addition, when the information processing unit 112 searches the corresponding log storage unit 21 with a specific building number and phone number from the contents of the question from the customer, unlike the case of the new failure described above, the corresponding corresponding log is registered. , an item ID is acquired from the corresponding log, and a corresponding log including the acquired item ID is extracted and displayed as a list in the display area 33 of the corresponding history in chronological order.

According to the present embodiment, it is possible to automatically display a correspondence log related to the same issue in the display area 33 of the correspondence history without an operator finding it. Also, there may be a case where a plurality of items are running concurrently for the same customer. In addition, an item in operation means an item in response, but in this case, the items in response are listed on a separate screen, the operator selects an item from the list, and the correspondence log related to the selected item is displayed. You may make it display in the area|region 33.

In this way, the display on the call reception screen is different from the case of the new agenda, but the description is omitted since the others are the same as in the case of the new agenda. That is, the information processing unit 112 generates the conversation information corresponding to the customer illustrated in FIG. 6 and registers it in the correspondence log storage unit 21 . In this case, based on information asked by the customer during a telephone conversation with the customer, the operator associates each information item with an item ID corresponding to a specific failure, thereby generating a corresponding log.

If the nature of the failure is identified, it may be necessary to dispatch an engineer to the site to repair the failure. Like the customer mentioned above, there are times when you are on the phone with an engineer. In this case, the operator designates the customer's building number or, if there are multiple cases being addressed to the customer, the building number and the case, displays information related to the item to be repaired on the telephone reception screen, Select the engineer button (37). The information processing unit 112 searches for the engineer master 25 according to this selection operation, and displays the engineer's information as a list on a separate screen. Then, when the operator selects an engineer to request repair, the operator terminal 11 automatically calls the engineer's phone number.

In this way, when the line is connected to the engineer's phone, the telephone processing unit 111 starts recording the contents of the conversation between the operator and the engineer, similarly to the conversation with the customer.

The operator instructs the engineer on a schedule to go to the field by phone, and writes the contents of this conversation in the input area 34. Then, when the conversation with the engineer ends and the telephone line is disconnected, the telephone processing unit 111 generates a recording ID to be assigned to the recording data, adds the recording data and the date and time when recording started to the recording ID, and records the recording. Data information is generated and registered in the recorded data information storage unit 23. After that, the telephone processing unit 111 notifies the information processing unit 112 of the recording ID.

The operator who has finished the conversation with the engineer selects the save button 39 . The information processing unit 112 generates conversation information according to selection of the save button 39, but processing after selection of the save button 39 may be the same as in the case of correspondence with a customer, only with a different conversation partner. . That is, the information processing unit 112 determines, in the case ID of the case, the building number included in the customer information displayed, the action, the date and time when the response to the call from the engineer was started (the date and time when the response was started), the engineer's phone number, Conversation information is generated by associating information such as the operator ID, the recording ID received from the telephone processing unit 111, and the operator terminal ID and the contents of instructions written in the input area 34, and is registered in the corresponding log storage unit 21. do. Also, the action in this case is "send".

FIG. 6 shows the data structure of the conversation information at the time of correspondence with the engineer (in-house correspondence). As is clear from this data structure, the conversation information generated by the conversation with the engineer is The item ID of the conversation information generated by the conversation of , is linked with the conversation information generated when dealing with customers.

In addition, after that, when the dispatch schedule of the engineer is confirmed, the operator makes a phone call to the customer, but even in this case, the information on the item is displayed on the call reception screen, the message is sent to the customer, and after the conversation is finished, click the save button. (39) is selected. The information processing unit 112 generates conversation information according to this selection operation and registers it in the correspondence log storage unit 21.

In addition, in response to a phone call from an engineer regarding the arrival of the operator, the cause of the failure, and the handling of the failure, the information processing unit 112 generates conversation information in the same manner as above, and the corresponding log storage unit 21 ) to register.

By the way, it cannot be said that only telephone correspondence is an action performed by an operator for an item. For example, set an alarm so that you don't forget the work you do yourself. In this case, the operator displays the corresponding item information on the call reception screen, selects the action add button 35, and selects action settings from the pull-down menu displayed by the selection, thereby displaying a predetermined setting screen ( Actions are set from (not shown). The information processing unit 112 generates a correspondence log according to the operator's operation and registers it in the correspondence log storage unit 21.

In this way, the correspondence logs linked by the item ID are displayed in chronological order in the display area 33 of the correspondence history. In the display area 33, details such as the start date and time of the correspondence, actions, the person the operator talked to, the operator, and the details of the failure are displayed, and the operator can grasp the response history for this case at a glance by referring to this display. .

Further, in the pull-down menu displayed by selecting the pull-down button 41 at the right end of the details of the display area 33, a list of processes that can be executed in relation to the corresponding log is displayed. For example, a pull-down menu of "reception" or "transmission" corresponding to a telephone call includes "recording playback". When the operator selects "record playback", the information processing unit 112 acquires a recording ID included in the corresponding log (conversation information), and stores the recorded data corresponding to the recording ID in the recording data information storage unit 23 ) to download and play.

According to the present embodiment, when wanting to confirm the content of a conversation with a customer or an engineer, the operator can reproduce the recorded data of the conversation he wants to hear simply by selecting and operating from among the corresponding logs displayed in the list.

When the failure that has occurred is restored and there is no longer any need to respond to the failure, the operator displays information on the case on the call reception screen and selects the response end button 40 . The information processing unit 112 closes the item in accordance with this selection operation. In this case, for example, information management may be performed by linking flag information indicating whether the case is being dealt with or has been completed with each case. In the process of specifying an agenda from the contents of the conversation with the customer described above, the list of items being handled was displayed and the operator was asked to select them, but by using the flag information, it is possible to prevent the closed item from being included in the list displayed. there is.

However, when there are consecutive incoming calls from a plurality of customers, especially when there is an incoming call on hold, the operator cannot write in the details of the failure etc. requested by the customer from the call reception screen and cannot select the save button 39. There is a case where the response to the next call is started while remaining. In this way, when the save button 39 is not selected and other customer information is displayed on the call reception screen, the information processing unit 112 determines that the processing of the item being displayed has ended, and generates conversation information only with information items that have been acquired. try For example, generation of conversation information is attempted even when the contents of the failure are not written or when the case cannot be specified. In this way, when only insufficient conversation information can be generated, the information processing unit 112 does not register this incomplete conversation information in the correspondence log storage unit 21, and holds the reserved information storage unit 22 as reserved information. ) to register.

After that, the operator completes the conversation information by supplementing the conversation information with necessary information when time can be secured. That is, since the operator ID is acquired at the stage where the operator logs in and the call reception screen is displayed, the information processing unit 112 can include the operator ID in pending information. It is also possible to include the correspondence start date and time or the recording ID acquired from the telephone processing unit 111 in the hold information. Therefore, when the operator performs processing to edit held information, the operator selects the action addition button 35 on the call reception screen, and selects information supplementation processing from the pull-down menu displayed by the selection. The information processing unit 112 retrieves retained information corresponding to the operator performing the editing process from the retained information storage unit 22 in accordance with this supplementary process selection operation, and displays it on a predetermined editing screen (not shown). When a plurality of pending information exists, the pending information is displayed as a list, and the pending information to be edited is selected from among them. The operator supplements by inputting insufficient information from this editing screen. When replenishment is completed, the information processing unit 112 registers the completed conversation information in the correspondence log storage unit 21 and deletes the retained information from the retained information storage unit 22.

In the present embodiment, even if all information items to be included in the conversation information cannot be set due to the relation of work, they can be set later.

Further, in the present embodiment, not only information is added to the conversation information, but also the conversation information can be moved to another agenda by changing the item ID. That is, when the operator wants to move the correspondence log to another agenda, selects the action add button 35 on the call reception screen, and selects the process of moving to another agenda from the pull-down menu displayed by the selection. . The information processing unit 112 causes the operator to select the items of the moving source and the moving destination in accordance with this selection operation of the moving process, and selects the corresponding log of the moving target from among the items included in the moving source. In this way, the correspondence log constituting the agenda can be edited. In addition, an agenda of the moving destination may be newly created.

As described above, according to the present embodiment, an item ID is allocated for each newly occurred failure, and the item ID of the corresponding item is added to the correspondence log related to the corresponding item for information management. In this way, it is possible to collectively display correspondence logs related to one item on the call reception screen. In this way, the operator can grasp the history of correspondence to the agenda at a glance. That is, it is possible to grasp the history of conversations, such as from whom a call was received and who the call was made regarding the corresponding agenda. In addition, by operating the pull-down button 41 displayed in correspondence with the displayed correspondence log and selecting from the displayed pull-down menu, the recorded data of the conversation can be easily reproduced.

Further, in the present embodiment, the server center 20 is installed and the data handled by each monitoring center 10 is collectively managed. It may be managed by a dual system.

Further, in the present embodiment, facilities such as an elevator installed in a building have been described as examples of facilities to be monitored, but they may be used for the purpose of monitoring other facilities.

Claims (6)

As a surveillance system,
an operator terminal used by an operator to respond to a call from a customer; and
recorded data storage means for storing recorded data recording contents of a conversation with a customer in association with identification information of the recorded data and recording start date and time information;
The operator terminal,
display control means for performing display control of a call reception screen when receiving a call from a customer;
Issuance means for issuing item identification information in correspondence with the event in accordance with a new issuance instruction given when the operator determines that a new bad event has occurred in the customer's facility;
Linking means for linking item identification information corresponding to an event specified in a telephone conversation from a customer with conversation information including information related to the conversation and recorded data recording the contents of the conversation;
The monitoring system according to claim 1 , wherein the display control means displays conversation information associated with an event specified during a telephone conversation from a customer on the call reception screen in the order of conversation. 2. The method according to claim 1, wherein said recorded data storage means further stores recorded data recording contents of a conversation with an engineer corresponding to said idea by associating identification information of said recorded data with recording start date and time information;
The monitoring system according to claim 1 , wherein the linking means further links the item identification information corresponding to the event with conversation information including information related to the conversation with the engineer and recorded data recording the content of the conversation. The method according to claim 1, comprising conversation information storage means for storing the conversation information;
The conversation information includes case identification information, customer information of the originating customer, start date and time of correspondence to the telephone, operator identification information of an operator corresponding to the customer, and identification information of the recorded data of the conversation. system. 3. The apparatus according to claim 2, comprising conversation information storage means for storing the conversation information,
Conversation information including information related to the conversation with the above engineer includes case identification information, customer information of a customer corresponding to the incident, start date and time of correspondence to the telephone, engineer identification information of the engineer with whom the conversation occurred, operator corresponding to the engineer A monitoring system characterized in that the identification information of the operator of the conversation and the identification information of the recorded data of the conversation are included. The method according to claim 3 or 4, further comprising: retained information storage means for storing, as retained information, conversation information having an unset information item among information items constituting the conversation information;
and information editing means for supplementing information to information items that are not set in the reserved information. The monitoring system according to claim 3 or 4, further comprising information editing means for editing the item identification information included in the conversation information stored in the conversation information storage means.

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