WO2019188746A1

WO2019188746A1 - Turn management system and program

Info

Publication number: WO2019188746A1
Application number: PCT/JP2019/011976
Authority: WO
Inventors: 丈弘渡瀬; 哲功新谷
Original assignee: 株式会社リクルート
Priority date: 2018-03-27
Filing date: 2019-03-22
Publication date: 2019-10-03
Also published as: CN111433793A; JP2019174966A; JP6498336B1

Abstract

A turn management system (1000) that manages turn waiting at a facility is provided with: a turn-waiting-list storage unit (110) that stores a turn-waiting list in which information about the turn-waiting situation of turn-waiting groups registered for turn waiting at the facility is saved; a caller-number determination unit (120) that receives a call from a phone of a user and that determines whether or not the phone number of the caller is registered in the turn-waiting list; a registration acceptance unit (120) that executes acceptance registration processing when the phone number of the caller is not registered in the turn-waiting list; a turn-waiting-situation notification unit (120) that conveys the current turn-waiting situation of the relevant user by means of speech when the phone number of the caller is registered in the turn-waiting list; and an invitation notification unit (120) that issues an inviting phone call to the phone of the user when the turn of the user arrives.

Description

Order management system and program

Cross-reference of related applications

This application is based on Japanese Patent Application No. 2018-60152 filed on Mar. 27, 2018, the contents of which are incorporated herein by reference.

The present invention relates to a sequence management system and a program.

2. Description of the Related Art Conventionally, various order management systems have been employed in restaurants, stores, hospitals, banks, government offices, and the like in order to manage waiting for customers waiting for their services.
For example, Patent Literature 1 describes a reservation management system that simultaneously provides a reservation management service for a plurality of facilities that can wait for a turn. It states that you can check the situation and apply for a waiting list. In addition, it is described that notification is made by telephone or e-mail when the order of guidance approaches.

JP 2005-50002 A

The conventional system assumes that online reservations are mainly used by users accustomed to terminal operation, so that users who are unfamiliar with terminal operation can use all services by simple phone operations. It was not.

The present invention has been made in view of the circumstances described above, and it is an object of the present invention to enable a user who is unfamiliar with terminal operation to use the service of the order management system only by a simple telephone operation. I will.

An order management system according to an embodiment of the present invention is an order management system that manages waiting for an order in a facility,
A waiting list storage unit that stores a waiting list that holds information of a waiting state of a waiting group that has registered waiting in the facility;
A caller number determination unit that receives a call from the user's telephone and determines whether the caller's phone number is registered in the waiting list;
A registration reception unit that executes reception registration processing when the telephone number of the caller is not registered in the waiting list;
When the telephone number of the caller is registered in the waiting list, the waiting state notification unit that conveys the current waiting state of the user by voice;
When the turn has arrived, the telephone of the user is provided with a call notification unit that sends a call.

In addition, the registration reception unit may be controlled so that reception registration from the same caller telephone number cannot be performed within a certain period.

Further, the call notification unit may perform call notification by an alternative means when the call destination telephone does not answer when calling the call phone.

The call notification unit registers a telephone number that does not respond to the calling phone in a black list, and the registration reception unit controls to prevent registration from a telephone number registered in the black list. You may make it do.

In addition, the registration reception unit may perform control so that reception registration by telephone cannot be performed when the number of waiting groups registered in the waiting list is a predetermined number or more.

According to the present invention, a user who is unfamiliar with the terminal operation can use the service of the order management system only by a simple telephone operation.

The figure which shows schematic structure of the order management system 1000 which concerns on embodiment of this invention. The block diagram which shows the main structures of the order management terminal 200 which concerns on embodiment of this invention. The flowchart of the reception registration process of waiting in the order in the order management system 1000 which concerns on embodiment of this invention. The flowchart of the calling process of the calling telephone in the order management system 1000 which concerns on embodiment of this invention.

Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings. In addition, the same code | symbol is attached | subjected to the same element and the overlapping description is abbreviate | omitted.

In the present embodiment, an example of the waiting list management in the restaurant A will be described. In addition, the order of facility users such as amusement facilities, department stores, shopping malls, event venues, food courts, hospitals, banks, government offices, large-scale retailers, etc. Applicable to any facility that manages waiting.

FIG. 1 is a diagram showing a schematic configuration of an order management system 1000 according to the present embodiment. As shown in FIG. 1, the order management system 1000 includes an order management server 100 installed in a management center, an order management terminal 200 provided for each facility, and a user terminal (telephone) 300 possessed by a facility user. Contains. The order management server 100 is connected to the order management terminal 200 and the user terminal 300 via the communication network N.

The order management server 100 manages the waiting for the order registered through the order management terminal 200 and the user terminal 300 for each facility. In the example of FIG. 1, only the order management terminal 200 of one facility is illustrated, but the order management server 100 is actually connected to the order management terminal 200 installed in a plurality of facilities through the communication network N. , Manage the waiting for each facility. The order management terminal 200 may be installed in various places in the facility, or may be mounted on a portable terminal carried by a facility employee.

The order management server 100 is constituted by a general-purpose computer, and a server function is realized by a predetermined server program running on the computer. The number of computers constituting the order management server 100 is not necessarily one, and may be composed of a plurality of computers distributed on the communication network N.

The order management server 100 includes a management database (order waiting list storage unit) 110 for managing the order management terminal 200 for each facility, a processor (source number determination unit, registration reception unit, order waiting status notification unit, call notification). Part) 120. The management database 110 includes a client management table TA1 and a status management table TA2.

In the client management table TA1, a unique ID and a passcode (account) assigned to the order management terminal 200 are registered for each facility. In one record of the client management table TA1, “ID: A1...”, “Pass code: AA2. These pieces of information are set by, for example, an administrator (for example, the owner of a facility) who performs management waiting in each facility at the time of system introduction. When a plurality of order management terminals 200 are used in one facility, the same ID and passcode may be used. For example, a plurality of IDs and passwords may be used properly according to predetermined conditions. .

The waiting list for each facility is registered in the status management table TA2. The order waiting list includes a list of persons who are waiting for an order (order waiting group) and information (status information) indicating a waiting state of each order waiting group. One record of the waiting list includes information such as a reception number “1234”, a reception date and time “2018/03/30/12: 30”, a status “calling”, and a reception telephone number “080xxxx1234”. In addition, information such as a contact e-mail address can also be included.

The status includes “waiting” which is the state before the turn arrives, “calling” which is informed that the turn has come, and “guided” which is the state in which the person who has come in the order is guided to the corresponding window Further, “cancelled” or the like in which the waiting for the order is canceled is included. What items are set as the status can be appropriately set and changed by the manager of each facility.

The reception telephone number is the telephone number of the caller at the time of registration registration by telephone. Here, in the case of registration registration by telephone, the last four digits of the telephone number are set as the reception number, but the method of determining the reception number is not limited to this.

The information included in the waiting list can be set and changed as appropriate by the manager of each facility. The contents of the waiting list are updated based on new registration information to the waiting list transmitted from the order management terminal 200 or status update information (details will be described later).

The processor 120 includes an arithmetic and logic unit (such as a CPU) that processes arithmetic operations, logic operations, bit operations, and the like and various registers, and manages the order by executing various programs stored in storage means such as a ROM. Each part of the server 100 is centrally controlled. In addition, the processor 120 also executes a computer program (order management application) for managing the wait for turn in cooperation with the order management terminal 200. It also performs an automatic voice response (IVR: Interactive Voice Response) corresponding to a call waiting registration or a call waiting situation inquiry.

The communication network N includes a communication network capable of transmitting and receiving information between the order management server 100 and the order management terminal 200. The communication network N is, for example, any one of the Internet, a LAN, a dedicated line, a telephone line, a corporate network, a mobile communication network, Bluetooth (registered trademark), WiFi (Wireless Fidelity), other communication lines, a combination thereof, and the like. It does not matter whether it is wired or wireless.

The order management terminal 200 can exchange data with the order management server 100 via the communication network N, such as a tablet terminal, a personal computer (PC), a notebook PC, a smartphone, a mobile phone, and a personal digital assistant (PDA). A terminal device can be used. Note that a plurality of order management terminals 200 can be used in one facility.

FIG. 2 is a block diagram showing the main configuration of the order management terminal 200. As shown in FIG. The order management terminal 200 includes a processor 210, an input device 215, a display device 216, a communication interface 220, and a storage resource 230. The order management terminal 200 accepts inputs such as registration and update to the waiting list by a user who has come to the facility or an employee of the facility operating the input device 215 such as a touch panel.

The processor 210 includes an arithmetic logic unit (CPU or the like) that processes arithmetic operations, logic operations, bit operations, and the like and various registers, and executes various programs stored in the storage resource 230 to execute the order management terminal 200. Central control of each part. The various registers are, for example, a program counter, a data register, an instruction register, a general-purpose register, and the like.

The input device 215 is provided with various operation buttons and a touch panel 215a for accepting inputs such as acceptance to the waiting list and disappearance from the waiting list.

The display device 216 is a device for displaying a waiting list, a reception screen, and a status management screen, and is configured by a liquid crystal display, for example.

The communication interface 220 is a hardware module for connecting to the communication network N and communicating with other devices via the communication network N. The communication interface 220 is a modulation / demodulation device such as an ISDN modem, an ADSL modem, a cable modem, an optical modem, or a soft modem.

The storage resource 230 is, for example, a logical device provided by a storage area of a physical device. The physical device is a computer-readable recording medium such as a disk drive or a semiconductor memory (ROM, RAM, etc.). The storage resource 230 may be constructed by mapping a plurality of physical devices to one logical device, or may be constructed by mapping one physical device to a plurality of logical devices.

The storage resource 230 stores an operating system program, a driver program, various data, and the like. Examples of the driver program include a communication interface driver program for controlling the communication interface 220. In addition to these various programs and various data, the storage resource 230 stores a computer program (order management application) AP1 for managing the waiting in cooperation with the order management server 100 by being executed by the processor 210. Has been.

The user terminal 300 is a terminal, such as a smartphone, a mobile phone, a tablet terminal, a personal computer (PC), a notebook PC, or a wearable device, which is owned by a facility user, or a fixed telephone. The user terminal 300 includes a processor 310, an input device 320 such as various operation buttons and a touch panel, a display device 330 such as a liquid crystal display, a communication interface 340 for connecting to the communication network N, a disk drive or a semiconductor memory (ROM, RAM, etc.). A storage resource 350 such as The user terminal 300 may be a fixed telephone that does not include the display device 330 or the communication interface 340. In addition to various programs and various data, the storage resource 350 may store a computer program (dedicated application) or the like for managing turn waiting in cooperation with the order management server 100. The user can register the waiting order for each facility or check the waiting state via a dedicated application or web browser installed in the user terminal 300.

(Registration waiting for waiting)
Next, the waiting-order reception registration process by the order management system 1000 will be described with reference to the flowchart of FIG. Here, a case will be described as an example where a user performs reception registration by calling a predetermined telephone number from his / her user terminal 300. The user may operate the user terminal 300 to perform reception registration through a dedicated application or website, or visit the facility (here, restaurant A) and use the order management terminal 200. You can also register.

When the user makes a call from the user terminal 300 to the waiting number management telephone number of the restaurant A (step S101), the order management server 100 that has received the call already accepts the waiting from the caller telephone number. It is confirmed whether it is not performed (step S102). Specifically, it is determined whether there is a match in the last four digits of the caller's telephone number among the reception numbers of the records in the waiting list of the restaurant A whose status is “waiting” To do. Alternatively, it may be determined whether there is a telephone number that matches the caller's telephone number among the reception telephone numbers in the waiting list.

When the telephone number of the caller does not exist in the record whose status is “waiting” (step S102: NO), the order management server 100 refers to all the records registered in the order waiting list, and is constant. It is determined whether or not there is a record that has been registered for registration from the telephone number of the caller within the period (step S103). Specifically, it is determined whether or not there is no record reception date and time within a certain period from the current day (for example, within 3 days) and the reception number matches the telephone number of the caller.

If there is no record that has been registered for registration from the telephone number of the caller within a certain period (step S103: NO), the order management server 100 executes a reception registration process (step S104). Specifically, with the automatic voice response function, a message that tells the current waiting state (the number of waiting groups and the expected waiting time) is sent, and when accepting, a predetermined operation (the operation of a specified push button, A message prompting you to answer)

When an operation for instructing reception is received from the user terminal 300 of the user (step S105: YES), the order management server 100 performs a process of newly adding one set of waiting queues and updates the status management table TA2 ( Step S106). Further, the automatic voice response function ends the call by sending a message indicating that the reception is completed and the current waiting time (step S107).

In step S102, when the telephone number of the caller exists in the record whose status is “waiting” (step S102: YES), the order management server 100 determines the current waiting state of the user ( A message that conveys the number of remaining waiting groups and the expected waiting time is sent (step S108).

In step S103, if there is a record that has been accepted and registered from the telephone number of the caller within a certain period of time (step S103: YES), the order management server 100 informs that it cannot accept the order waiting. ("Your phone number cannot be used to register for the current queue") (step S109). In this way, measures against mischievous calls can be taken by not accepting waiting orders from the same telephone number within a certain period.

In addition, if the number of waiting groups is more than a certain number, or if the expected waiting time is more than a certain number, the waiting for the order will not be accepted and a message indicating that the waiting for the order cannot be accepted ("Currently very crowded. So please call me after a while. ").

In the above example, the user is calling the telephone number for managing the waiting order of restaurant A, but after calling the common telephone number for all facilities, the waiting list is registered according to the automatic voice response guidance. The facility (restaurant A) to be selected may be selected.

(Update waiting list)
The contents of each record in the waiting list of each facility are updated when the facility employee performs operations such as “cancel”, “change”, “call”, “guidance” using the order management terminal 200. The “Cancel” means canceling the waiting order, and “change” means changing the contents of the waiting order once input. In addition, “call” means that the group that has been ordered is called verbally or informed by telephone or call mail. “Guidance” actually corresponds to the group that has been ordered. It means that it is in the state which started.

The employee selects the waiting group to be updated from the waiting list displayed on the order management terminal 200, and any one of “call”, “cancel”, and “change” is selected for the selected waiting group. Perform the update operation. Information (for example, reception number “1”) for specifying the order waiting group to be updated and update operation information (for example, “call”) are uploaded from the order management terminal 200 to the order management server 100 via the communication network N. . The order management server 100 updates the waiting list for the facility based on the received information. For example, when the “calling” operation is performed on the reception number “1”, the status of the waiting group in the reception number “1” is updated to “calling”.

(Automatic calling phone call)
Next, the calling telephone call processing by the order management system 1000 will be described with reference to the flowchart of FIG.

When the order of the waiting group for which registration registration is performed by telephone comes (step S201: YES), the status of the waiting group is updated to “calling” and the waiting group is received from the order management server 100. A calling phone is transmitted to the telephone number (step S202).

When the user answers the calling phone at the user terminal 300 (step S203: YES), the order management server 100 sends a message notifying that the order has come (such as “Please come to the reception desk because it is ready”). Flow (step S204).

On the other hand, when the user does not answer the call (step S203: NO), the order management server 100 performs call notification by an alternative means such as a short message service (SMS) or an answering machine (step S205).

Furthermore, the order management server 100 registers in the black list the telephone numbers of users who do not answer the call (step S206). For telephone numbers registered in the black list, registration in waiting order from the telephone number may not be accepted.

When the calling user comes to the store, the status of the waiting list is updated to “Guided” and the user is guided to the seat.

As described above, according to the present embodiment, when a phone call is received from a user, if the phone number is not registered as a queue for waiting in the queue waiting list, the waiting for the queue by automatic voice response is accepted. Registration is performed, and when the telephone number is not registered as a turn waiting group, the turn waiting situation of the turn waiting group is conveyed by voice. Also, when the turn arrives, a call phone is made. Thereby, a user who is unfamiliar with terminal operation such as a smartphone can use the service of the order management system from reception registration to confirmation of the waiting state of the order and reception of the call by simple operation of the telephone.

In addition, it is possible to take measures against mischievous calls by not accepting waiting orders from the same telephone number within a certain period. Further, when the number of waiting groups is a certain number or when the expected waiting time is more than a certain value, the waiting for the order from the telephone number may not be accepted. Thereby, at the time of congestion, it can accept centering on the waiting registration by the user who actually came to the store.

In addition, when a call phone is sent, if the destination telephone does not answer, the call is notified by an alternative means such as SMS, so that even a user who does not answer the call is surely called. It can be carried out.

In addition, by holding a black list that registers telephone numbers that do not respond to call calls and not accepting registrations from telephone numbers registered in the black list, registration of users who do not actually come to the store Can be prevented from increasing.

Note that the present invention is not limited to the above-described embodiment, and can be implemented in various other forms without departing from the gist of the present invention. For this reason, the said embodiment is only a mere illustration in all points, and is not interpreted limitedly. For example, the above-described processing steps can be arbitrarily changed in order as long as the processing contents do not contradict each other, or can be executed in parallel.

1000 ... Order management system 100 ... Order management server 110 ... Management database 120 ... Processor 200 ... Order management terminal 210 ... Processor 215 ... Input device 215a ... Touch panel 216 ... Display device 220 ... Communication interface 230 ... Storage resource 300 ... User terminal 310 ... Processor 320 ... Input device 330 ... Display device 340 ... Communication interface 350 ... Storage resource TA1 ... Client management table TA2 ... Status management table N ... Communication network AP1 ... Order management application

Claims

An order management system for managing waiting in a facility,
A waiting list storage unit that stores a waiting list that holds information of a waiting state of a waiting group that has registered waiting in the facility;
A caller number determination unit that receives a call from the user's telephone and determines whether the caller's phone number is registered in the waiting list;
A registration reception unit that executes reception registration processing when the telephone number of the caller is not registered in the waiting list;
When the telephone number of the caller is registered in the waiting list, the waiting state notification unit that conveys the current waiting state of the user by voice;
An order management system comprising: a call notifying unit for sending a call to the user's telephone when the order arrives.
The registration receiving unit
The order management system according to claim 1, wherein control is performed so that reception registration from the same caller telephone number cannot be performed within a certain period.
The call notification unit includes:
The order management system according to claim 1 or 2, wherein, when a call telephone is transmitted, if the destination telephone does not respond, a call notification is performed by an alternative means.
The call notification unit includes:
Blacklist phone numbers that do not answer the call,
The registration receiving unit
The order management system according to claim 3, wherein control is performed so that reception registration from a telephone number registered in the black list cannot be performed.
The registration receiving unit
5. The order management system according to claim 1, wherein when the number of waiting groups registered in the waiting list is a predetermined number or more, control is performed so that reception registration by telephone cannot be performed. 6. .
Computer
An order waiting list storage unit for storing an order waiting list for holding information on an order waiting state of an order waiting group that has registered an order waiting in a facility;
A caller number determination unit that receives a call from the user's telephone and determines whether the caller's phone number is registered in the waiting list;
A registration reception unit that executes reception registration processing when the telephone number of the caller is not registered in the waiting list;
When the telephone number of the caller is registered in the waiting list, the waiting state notification unit that conveys the current waiting state of the user by voice;
A program that, when the turn has arrived, causes the user's telephone to function as a call notification unit that sends a call.