JP4958528B2 - Vehicle allocation management system - Google Patents

Description

  The present invention relates to a vehicle allocation management system that collectively manages business vehicles such as taxis via wireless communication, and more particularly to a technique for improving the efficiency of operation of a plurality of operator terminal devices arranged in a call center.

  Conventionally, a call center automatically selects a plurality of operator terminal devices and an operator terminal device that can be handled from the plurality of operator terminal devices when receiving an order or inquiry from a customer. And an automatic call distribution (hereinafter referred to as “ACD”) server for connecting an extension call, and an operator who receives a telephone call from a customer arranges the dispatch and informs the customer of the dispatch status. A vehicle allocation management system is known.

  In addition, a wireless mobile communication system and a global positioning system (hereinafter, abbreviated as “GPS”) that have made remarkable technological progress in recent years have been used to locate the current position of a vehicle equipped with GPS in a management center. Automatic vehicle monitoring (Automatic Vehicle Monitoring: hereinafter referred to as “AVM”) The server keeps track of it at all times, and when it receives a call for a dispatch order from a customer, it is closest to the pick-up location indicated by the customer A taxi GPS-AVM system that wirelessly communicates a vehicle dispatch instruction and picks up a customer has been put into practical use.

Conventionally, taxi pick-up services using these systems are managed in the following manner. That is, when a vehicle dispatch order is received from a customer, the ACD server selects an operator that can be accepted at present and makes an extension call between the selected operator and the customer. The operator who has received the call registers the customer information (address, name) and order contents (number, pick-up address) acquired from the customer by operating the operator terminal device in the database, and the acquired pick-up position information and An empty vehicle closest to the pick-up destination is acquired from the position information of the vehicle managed by the AVM system, and a dispatching instruction is issued to the acquired vehicle. If the vehicle that has received the dispatch instruction can respond to the dispatch instruction, it informs the AVM system of acceptance information (acceptance information) wirelessly and goes to the pick-up location acquired by the dispatch instruction. The AVM system conveys acceptance information from the vehicle to the operator, and the operator conveys information about the vehicle to be picked up (vehicle information) and the approximate arrival time to the pick-up destination, and performs taxi dispatch order processing for the customer. The process ends (for example, see Patent Document 1).
JP-A-9-128690, etc.

  As described above, in the conventional vehicle allocation management system, one operator makes an inquiry process of customer information by telephone (customer information inquiry process) and registration of an addressee in a database (addressee) for a telephone order of one customer. Registration process), search for compatible vehicles (search process), and presentation of corresponding vehicle information to customers by telephone (corresponding vehicle display process) are performed according to the above processing procedure, so the search process is smooth If there is not, for example, the vehicle allocation instruction to the vehicle closest to the pick-up destination is not accepted, or a new customer has already boarded the vehicle at the time of communication of the vehicle allocation instruction, etc. When a search has to be performed, there is a problem that a waiting time occurs for the operator and the operation efficiency of the vehicle allocation management system decreases.

  The present invention has been made in order to solve the above-described problems of the prior art, and the problem is to provide a vehicle allocation management system that can eliminate the waiting time of the operator during the vehicle search process and has high operational efficiency. It is in.

In order to solve the above-mentioned problems, the present invention firstly includes a vehicle allocation management system, a private branch exchange connected to a public network, a plurality of operator terminal devices arranged in a call center, and a radio mounted on a vehicle. A wireless transmission / reception management server that wirelessly transmits / receives information to / from a transceiver, and when a dispatch order from a customer enters the private branch exchange through the public network, the operator terminal device that can be handled is automatically selected. To search for a vehicle that can respond to search request information from the operator terminal device, an AVM server that manages the ACD server that connects the extension call, an AVM server that manages the vehicle status and position information acquired through the wireless transmission / reception management server A vehicle search management server, a database for registering center operation information such as vehicle search request information and customer information, and a network for connecting these devices. A system and an extension line for connecting required devices connected by extension call, and the search management server manages the search request information acquired from the database and the vehicle position automatic display server. A vehicle searchable vehicle search processing unit that searches for a vehicle that is closest to the pick-up location and that can respond to the search request from the state and position information of the vehicle that is present, and sends a vehicle allocation instruction to the searched vehicle through the wireless transmission / reception management server A vehicle dispatch instruction transmission / reception management unit that wirelessly transmits, and when a response that can be handled is received from the vehicle that wirelessly transmitted the vehicle dispatch instruction, the vehicle is picked up from the search management server via the private branch exchange and the public network. The vehicle information and arrival time of the vehicle are conveyed by voice, and if the customer's consent is obtained, the call is terminated, and if the customer's consent is not obtained, the ACD support is performed. The information about the operator terminal device that can be currently handled by using the bus is acquired, the operator terminal device corresponding to the acquired information is notified of the unexplored customer response request, and the vehicle dispatch instruction is transmitted from the vehicle that has been transmitted wirelessly. If there is a reply that cannot be handled, or if there is no reply within a certain time from the vehicle that wirelessly transmitted the dispatch instruction, the dispatch to the dispatchable vehicle search processing unit is repeated until the specified number of times is reached. If possible vehicles are searched and no compatible vehicle can be searched even if the specified number of times is reached, information on the currently available operator terminal device is acquired using the ACD server, and the acquired information is supported. The operator terminal device is notified of an unseen vehicle customer request.

  According to such a configuration, the vehicle management server is provided, and the vehicle that can respond to the vehicle search request information from the operator terminal device is automatically searched. Can be released. Therefore, the operator can immediately respond to a vehicle dispatch order from the next customer after registering the vehicle search request information in the database, and until the vehicle that can handle this is determined from the receipt of the vehicle dispatch order from the customer. The waiting time can be eliminated. In addition, when the vehicle information and arrival time of the vehicle being picked up were communicated but the customer's consent was not obtained, there was a reply from the vehicle that sent the dispatch instruction wirelessly, and the vehicle that sent the dispatch instruction wirelessly If there is no reply within the time, the operator who can handle the request will be notified of the request for the unseen vehicle customer, and the operator who is available will respond to the customer. There is no need to wait until it becomes possible, and from this point, the operator's waiting time can be eliminated. Furthermore, an operator who specializes in customer order information registration and an operator who specializes in processing of unsearched customer correspondence requests by setting the availability of unexplored customer response requests in the operator information registered in the ACD server. It is also possible to improve the processing efficiency through the division of labor.

According to the present invention, secondly, in the dispatch management system of the first configuration, the operator terminal device manages the destination location information included in the dispatch order from the customer and the vehicle location automatic display server. Manual search means for manually searching for a vehicle that is closest to the pick-up position and that can respond to the dispatch order from the state and position information of the vehicle being operated, and an automatic search for registering the search request information in the database. Vehicle operator , and after the customer dispatch order is placed in the private branch exchange through the public network, the operator terminal device selects either the manual vehicle search device or the automatic vehicle search device to search. The configuration is such that car processing can be continued.

  According to this configuration, since the operator terminal device includes the manual search means and the automatic search means, the operator operates the manual search means when there are few dispatch orders or customers are good customers. Thus, it is possible to carry out the process from receipt of a dispatch order to completion of dispatch, and to provide a high-quality service to a customer.

  Thirdly, according to the present invention, in the vehicle allocation management system according to the first configuration, the private branch exchange receives the ACD server when the vehicle management request is notified from the vehicle management server. The connection request from the customer is registered in the order of reception, and the request for dealing with unsearched customers is interrupted and registered in the front row of the connection waiting management table.

  According to such a configuration, it is not possible to search for a vehicle that can respond to the dispatch order first, and it is possible to preferentially process the dispatch order of the customer that is in the process waiting state, so that the waiting time of the customer can be shortened.

  According to the present invention, since the waiting time of the operator can be eliminated by providing the vehicle search management server, the operation efficiency of the vehicle allocation management system can be improved, and a large number of vehicle allocation orders can be handled with a small number of operators.

  DESCRIPTION OF EMBODIMENTS Hereinafter, an embodiment of a vehicle allocation management system according to the present invention will be described with reference to the drawings.

  As shown in FIG. 1, the dispatch management system of this example includes a private branch exchange 1 connected to a public network, a plurality of operator terminal devices 2 arranged in a call center, and a wireless transceiver mounted on a vehicle. When a dispatch order from a customer enters the private branch exchange 1 via the public network, the wireless transmission / reception management server 3 that performs wireless transmission / reception of information between the terminals, the operator terminal device 2 that can be handled is automatically selected and the extension call is connected. The ACD server 4 that performs the search, the AVM server 5 that manages the position information of the vehicle acquired through the wireless transmission / reception management server 3, and the search management server that searches for a vehicle that can respond to the search request information from the operator terminal device 2 6, a database 7 for registering center operation information such as vehicle search request information and customer information, a LAN (Local Area Network) line 8 for connecting these devices, and an extension call It is mainly composed of an extension line 9 which connects between the required equipment to be continued.

  As the private branch exchange 1, UnPBX is preferably used because a simple voice automatic response function suitable for a call center can be constructed at a low price.

  The operator terminal device 2 includes an analog telephone 2 a connected to the private branch exchange 1 via an extension line 9, and an order registration system 2 b that is logged in and registered in the ACD server 4 and registers a dispatch order from a customer in the database 7. Have.

  As the wireless transmission / reception management server 3, for example, a server having a 400 MHz band digital taxi wireless transceiver is used.

  The ACD server 4 has an ACD call distribution processing unit 4a, and the ACD call distribution processing unit 4a searches for an operator who can respond to a dispatch order from a customer from the database 7 as shown in FIG. A management unit 11, a call connection management unit 12 that manages call connections to the analog telephone 2a operated by the searched operator, a private branch exchange connection unit 13 that connects the call connection management unit 12 and the private branch exchange 1, and dispatch An unsearched vehicle customer management unit 14 that manages information about a customer whose vehicle corresponding to the order could not be searched, and a vehicle allocation instruction management connection unit 15 that connects the unsearched customer management unit 14 and the vehicle allocation management server 6. Has been. The operator state management unit 11 stores an operator information management table illustrated in FIG. 5, the call connection management unit 12 stores an ACD login state management table illustrated in FIG. 6, and the unsearched customer management unit 14 stores The connection waiting management table illustrated in FIG. 7 is stored.

  5 and FIG. 7 indicate that an unsearched customer response and an unsearched customer response request were able to search for a vehicle that can respond to the customer's dispatch order. If the request is not obtained, the vehicle that sent the dispatch instruction wirelessly sends a reply that it cannot respond, or the vehicle that sends the dispatch instruction wirelessly does not reply within a certain time, the customer places a dispatch order. This is a flow of reconnecting to the operator terminal device 2 shared by the currently available operator among the plurality of operator terminal devices 2.

  The AVM server 5 always keeps track of the current position of a GPS-equipped vehicle under management, stores a vehicle information management table illustrated in FIG. 8, and receives a vehicle that is instructed by a customer dispatch order. Used to search for the vehicle closest to the location.

  The vehicle search management server 6 includes a vehicle allocation possible vehicle search processing unit 6a and a vehicle allocation instruction management processing unit 6b. The vehicle allocation possible vehicle search processing unit 6a requests a vehicle search from the database 7 as shown in FIG. The vehicle search request information acquisition unit 21 for acquiring information, the compatible vehicle search unit 22 for searching for vehicle information corresponding to the vehicle search request information from the AVM server 5, and the vehicle allocation instruction management processing unit 6b It is comprised from the dispatch instruction management connection part 23 which transmits a corresponding dispatch instruction. Further, as shown in FIG. 4, the vehicle allocation instruction management processing unit 6b receives a vehicle allocation instruction transmission / reception management unit 31 that receives transmission of a vehicle allocation instruction to the vehicle searched by the compatible vehicle search unit 22 and a reply from the vehicle. A vehicle dispatch instruction reply result determination that determines a reply result from the vehicle searched by the wireless transmitter connection unit 32 connecting the vehicle dispatch instruction transmission / reception management unit 31 and the wireless transmission management server 3 and the compatible vehicle search unit 22 Unit 33, the number-of-finding data holding unit 34 in which the number of times the return result determination is performed in the dispatch instruction reply result determination unit 33, the operator connection that connects the dispatch instruction reply result determination unit 33 and the operator terminal device 2 A unit 35, an ACD server connection unit 36 that connects the vehicle allocation instruction return result determination unit 33 and the ACD server 4, a vehicle allocation instruction response result determination unit 33, and a vehicle allocation possible vehicle search processing unit 6a. The vehicle response possible vehicle search connection unit 37, the voice response processing unit 38 that converts the response result of the vehicle allocation instruction reply result determination unit 33 into voice and transmits it to the customer or the operator, and the voice response processing unit via the extension line 10 38 and a private branch exchange connection unit 39 for connecting the private branch exchange 1 to the private branch exchange 1.

  The database 7 stores various information handled by the dispatch management system according to the embodiment, such as order information registered by the operator using the order registration system 2b and vehicle information grasped by the AVM server 5. .

  In the following, as shown in FIGS. 5 to 8, four operators having operator IDs of 60001, 60002, 40003, and 10005 have four operator terminal devices 2 having terminal IDs of 001, 002, 003, and 004. Taking the example of managing the allocation of three taxis having vehicle numbers 101, 102, and 103 respectively, the operation flow of the allocation management system according to the embodiment is shown in FIG. 9 and FIG. explain. An operator having an operator ID of 10005 is a person who manages all the terminal devices 2 for operators, and may be called an administrator in this specification.

  First, at the start of business, each operator logs in to the ACD server 8 using the LAN line 8 from the login screen displayed on the order registration system 2b of the operator terminal device 2 that he / she shares, and then receives an incoming call. Register for waiting.

  When the ACD server 4 receives a login request from each operator terminal device 2 via the LAN line 8, the operator status management unit 11 confirms the operator information management table of FIG. 7, and the ACD login status management table of FIG. The operator IDs 60001, 60002, 40003, and 10005 and the terminal IDs 001, 002, 003, and 004 of the operator terminal device 2 shared by the operators having these operator IDs are registered, and the status is set to login. In addition, the ACD server 4 that has received registration for waiting for an incoming call from each operator terminal device 2 has each operator associated with each terminal ID and each operator ID registered in the ACD login state management table of FIG. The terminal device 2 is set in a waiting state (standby) for incoming calls. As a result, it is possible to receive a dispatch order from a customer by each operator terminal device 2.

  When a customer calls a taxi company's dispatching telephone number using the dispatch management system of the present invention from a telephone at home, the private branch exchange 1 receives a connection request from the customer and uses the LAN line 8 to make an ACD server. 4 is requested to register for waiting for connection (step S1).

  Upon receiving the request from the private branch exchange 1, the ACD server 4 checks the connection waiting management table in FIG. 7 and determines whether or not the request is a request for dealing with an unsearched customer (step S2). 7A shows a connection waiting management table when there is no unsearched customer response request, and FIG. 7B shows a connection waiting management table when there is one unsearched customer response request. Show. If the request from the private branch exchange 1 is not an unexplored customer response request, as shown in FIG. 7A, the dispatch order from the customer (customer's home phone number) is registered in the connection waiting management table in the order of arrival. If the request is for an unsearched customer, as shown in FIG. 7B, the dispatch order from the customer is registered in the connection waiting management table at the top of the list regardless of the order of arrival. When there are two or more unsearched customer response requests, they are registered in the connection waiting management table in the order of the unsearched customer response requests.

  The ACD server 4 refers to the response to the connection request from the customer A registered in the front row of the connection waiting management table with reference to the ACD login state management table of FIG. The information of the private terminal device 2 is provided to the private branch exchange 1.

  The private branch exchange 1 that has acquired information on the currently available operator terminal device 2 from the ACD server 4 uses the LAN line 8 and the extension line 9 and uses an order registration system 2b for the operator terminal device 2 having the terminal ID 001. An incoming call is made to the analog telephone 2a.

  The order registration system 2b receives an incoming call request from the private branch exchange 1, and outputs incoming call information on the screen provided in the operator terminal device 2. The analog telephone 2a receives an incoming call processing request from the private branch exchange 1 and sounds a ring tone.

  When the operator having the operator ID 60001 off-hooks the handset of the analog telephone 2a, the private branch exchange 1 receives the off-hook signal from the operator terminal device 2 having the terminal ID 001 shared by the operator, and then the customer A and the operator terminal device 2 Is connected to the analog telephone 2a provided in the telephone line 10 via the extension line 10 to enable a telephone call. As a result, the customer can place an order for dispatch to the operator having the operator ID 60001.

The operator having the operator ID 60001 hears the home phone number from the customer A through the analog telephone 2a, and operates the input device (not shown) provided in the operator terminal device 2 to input the home phone number of the customer A (step S3). ), Customer information is referred to the database 7 (procedure S4, procedure S5). In step S5, when it is determined that the customer information about the customer A exists in the database 7, the customer information registered in the database 7 is displayed on a display device (not shown) provided in the operator terminal device 2 ( Procedure S7 ). If it is determined that there is no customer information about the customer A in the database 7, the input device is operated to register the customer information about the customer A in the database 7 ( step S6 ). Next, the customer A hears the destination, the number of vehicles searched, and the vehicle search conditions such as the vehicle allocation time, and operates the input device to input each information into the database 7 (step S8, step S9). In this example, it is assumed that the destination is P and the number of vehicles to be searched is one.

  Thereafter, the operator selects whether to perform an automatic search or a manual search by operating the input device, and when registering in the database 7 (step S10) and selecting an automatic search, The call with customer A is put on hold. When the private branch exchange 1 receives the hold signal from the operator terminal device 2 assigned by the operator having the operator ID 60001, the private branch exchange 1 holds the line of the customer A. The operator having the operator ID 60001 again registers for waiting for incoming calls to the ACD server 4 to prepare for the next order registration. Thereby, the waiting time of the operator can be eliminated. If it is determined in step S2 that the request from the private branch exchange 1 is not an unsearched customer response request, unless there is a special reason such as customer A being a customer, the automatic searcher Is selected.

When the automatic search is selected in step S10, the process proceeds to step S11, and a search using the automatic search method is performed. That is, the vehicle search management server 6 searches the vehicle search request information acquisition unit 21 for automatic vehicle search wait information in the database 7, and the database 7 transmits the request information of the customer A to the vehicle search management server 6. The vehicle search management server 6 that has acquired the request information of the customer A from the database 7 registers the request state of the customer A as being searched, and the vehicle information that can be dispatched in the vicinity of the pick-up point P can be handled in FIG. The search unit 22 makes an inquiry to the AVM server 5 . The AVM server 5 that has received the request from the vehicle search management server 6 searches the vehicle information management table in FIG. 8 managed by itself, finds a vehicle number that is in the vicinity of the pick-up point P and can respond to the vehicle allocation request. Information on the 101st car is transmitted to the search management server 6. The vehicle search management server 6 requests the wireless transmission / reception management server 3 to transmit a vehicle allocation request to the vehicle number 101 car acquired from the AVM server 5 through the vehicle allocation instruction transmission / reception management unit 31 of FIG. Transmits a dispatch request to the vehicle number No. 101 by radio.

  When the car number 101 that has received the dispatch request wirelessly can respond to the dispatch request, the vehicle No. 101 transmits a reception signal to the wireless transmission / reception management server 3 to accept the dispatch request, and heads to the destination P. When the wireless transmission / reception management server 3 receives the acceptance signal from the vehicle number 101 car, the wireless transmission / reception management server 3 places the vehicle number 101 car in the reception state and notifies the search management server 6 of the result. The vehicle search management server 6 determines whether or not the vehicle search is successful based on the notification (step S12).

  When it is determined in step S12 that the vehicle search has succeeded, the vehicle allocation instruction return result determination unit 33 of the vehicle search management server 6 that has acquired the acceptance signal from the vehicle number 101 is responding to the request state of the customer A by vehicle presentation. And requests the extension connection of customer A to the private branch exchange 1. The private branch exchange 1 receives an extension connection request to the customer A from the search management server 6, cancels the hold of the customer A, and connects to the search management server 6 using the extension line 10. After the extension connection with the customer A is established, the vehicle search management server 6 transmits the taxi vehicle information and estimated arrival time to the customer A through the voice response processing unit 38 in FIG. 4 (step S13). Wait for an answer from customer A (step S14).

  When the customer A approves the vehicle information and the estimated arrival time that are voiced from the voice response processing unit 38, the customer A pushes the allocation number that is voiced from the voice response processing unit 38 and hangs up the phone. When the voice response processing unit 38 of the vehicle search management server 6 acquires the vehicle allocation approval number from the customer A, the request state of the customer A is registered in the database 7 through the vehicle allocation instruction return result determination unit 32 as processing complete (step S15). .

  If there is no acceptance signal from vehicle number 101, and it is determined in step S12 that the search has not been successful, and it is determined that the allocation number from customer A cannot be obtained and the allocation result is not received in step S14. If so, the request state of the customer A is registered in the database 10 and the database 10 is requested, and the ACD server 4 is requested to register for the unsearched vehicle customer (step S1).

  The same applies when the AVM server 5 searches the vehicle information management table of FIG. 8 and there is no company taxi that can handle the order of the customer A in the vicinity of the destination P. In this case, the vehicle allocation instruction return result determination unit 33 checks the vehicle search number data holding unit 35 and repeats the inquiry to the AVM server 6 until the vehicle search number reaches a predetermined number. Then, even if the number of times of searching reaches a predetermined number of times, after a signal indicating no corresponding vehicle is transmitted from the AVM server 5, the request state of the customer A is registered in the waiting list for vehicle presentation in the database 10, and the ACD server 4 Request registration for unexplored customers.

  The ACD server 4 that has received the request from the vehicle search management server 6 checks the operator information management table in FIG. 5 and the ACD login state management table in FIG. The customer A's dispatch order is registered. The call control management unit 12 of the ACD server 4 refers to the operator information management table in FIG. 5 for a reply to the unexplored customer response request from the customer A registered in the front row of the connection waiting management table in FIG. The information of the operator terminal device 2 shared by the operator having the currently connectable operator ID 40003 is provided to the search management server 5. Thus, by registering the dispatch order of the customer A who has not been searched for in the front row of the connection waiting management table, the waiting time of the customer can be shortened.

  The vehicle search management server 6 sends an extension connection request for the operator terminal device 2 shared by the operator having the customer A and the operator ID 40003 to the private branch exchange 1 and requests the operator terminal device 2 to handle the unsearched customer. Is notified (procedure S2). The order registration system 2b of the operator terminal device 2 receives the request for dealing with unsearched customers from the search management server 6, outputs information on the request for dealing with unsearched customers on the screen, and this terminal device 2 for operators 2 The analog telephone 2a receives an extension connection request with the customer B from the private branch exchange 1, and sounds a ring tone.

  The operator with the operator ID 40003 off-hooks the handset of the analog telephone 2a, informs the customer A that the corresponding vehicle has not been found (step S16), and inquires whether or not to re-search (step S17). When the customer A notifies the operator having the operator ID 40003 that the current order is to be canceled, the operator terminal device 2 shared by the operator having the operator ID 40003 is operated, and the request state of the customer A is stored in the database. Is registered as a process completion (step S18).

  When the customer A requests the operator to perform a re-search in step S17, the process proceeds to step S9 to input the search conditions, and then the process proceeds to step S19 to perform a search by the manual search method. In the manual search, an operator who has received a request for dealing with an unsearched customer operates the operator terminal device 2 that he / she shares to inquire the AVM server 6 and wirelessly send a request for allocation to a compatible vehicle. This is a search method for receiving a reception signal from a vehicle that wirelessly receives a request. As a result of the search using the manual search method (step S20), if the search is successful, the operator of the operator ID 40003 presents the search result to the customer A through the analog telephone 2a (step S21), and then the database. 7 is registered to complete the process (step S22).

If the search is not successful in step S20, the customer A is inquired whether or not to continue the search (step S23), and the process returns to step S9. As described above, when the operator's terminal device 2 can select the manual vehicle search means, it is possible to execute the process from the receipt of the dispatching order to the completion of the dispatching by one person, thereby providing a high-quality service to the customer. can do.

  It should be noted that the operator terminal device 2 having the terminal ID 004 assigned by the administrator having the operator ID 10005 can also activate the vehicle search processing state management screen of FIG. 10 by logging in from the order registration system 2b. As a result, the manager completes the search for the customer AAA received by the operator B and presents the incoming vehicle information. The administrator completes the search for the customer BBB received by the operator C and presents the incoming vehicle information. Thus, it can be seen that the search for the customer CCC received by the operator B and the customer DDD received by the operator D is currently being executed, and the operation status of the entire system can be grasped.

  Further, each operator / operator terminal device 2 can also activate the vehicle search history search screen of FIG. 11 by logging in from the order registration system 2b. As a result, the operator can grasp his / her own processing performance for one day.

It is a block diagram of the dispatch management system which concerns on embodiment. It is a block diagram of the ACD server which concerns on embodiment. It is a block diagram of the vehicle allocation possible vehicle search process part which concerns on embodiment. It is a block diagram of the dispatch instruction management process part which concerns on embodiment. It is a figure which shows an example of the operator information management table which concerns on embodiment. It is a figure which shows an example of the ACD login state management table which concerns on embodiment. It is a figure which shows an example of the connection waiting management table which concerns on embodiment. It is a figure which shows an example of the vehicle information management table which concerns on embodiment. It is a flowchart which shows operation | movement of the vehicle allocation management system which concerns on embodiment. It is a figure which shows an example of the search process status management screen which an administrator uses. It is a figure which shows an example of the search log | history search screen utilized by an operator.

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 Private branch exchange 2 Terminal device for operators 2a Analog telephone 2b Order registration system 3 Wireless transmission / reception management server 4 ACD server 4a ACD call distribution processing part 5 AVM server 6 Searching management server 6a Vehicle allocation possible vehicle search processing part 6b Vehicle allocation instruction management processing part 7 Database 8 LAN line 9, 10 Extension line

Claims (3)

A private branch exchange connected to a public network, a plurality of operator terminal devices arranged in a call center, a wireless transmission / reception management server for wirelessly transmitting / receiving information to / from a wireless transceiver mounted on a vehicle, and the public network When a dispatch order from a customer enters the private branch exchange through the automatic incoming call distribution server for automatically selecting the corresponding operator terminal device and connecting the extension call, and the vehicle acquired through the wireless transmission / reception management server Vehicle position automatic display server for managing the state and position information of the vehicle, a search management server for searching for a vehicle that can respond to the search request information from the operator terminal device, the search request information, customer information, etc. A database for registering center operation information, network systems that connect these devices, and required devices that are connected by extension calls And an extension line to be continued,
The vehicle search management server is closest to the pick-up location and corresponds to the vehicle search request from the vehicle search request information acquired from the database and the vehicle state and position information managed by the vehicle position automatic display server. A vehicle allocation processing vehicle search processing unit that searches for possible vehicles, and a vehicle allocation instruction transmission / reception management unit that wirelessly transmits a vehicle allocation instruction to the searched vehicle through the wireless transmission / reception management server,
When a response is received from the vehicle that wirelessly transmits the dispatch instruction, the vehicle information and arrival time of the vehicle to be picked up are transmitted to the customer through the private branch exchange and the public network from the search management server . If you get an agreement, end the call,
If the customer's consent is not obtained, the automatic incoming call distribution server is used to obtain information on the currently available operator terminal device, and the operator terminal device corresponding to the obtained information is not searched. Notify car customer service request,
When there is a reply that cannot be handled from the vehicle that wirelessly transmitted the dispatch instruction and when there is no reply within a certain time from the vehicle that wirelessly transmitted the dispatch instruction, the vehicle-resolvable vehicle search process until the specified number of times is reached If a vehicle that can be dispatched other than the current vehicle is repeatedly searched, and a vehicle that can be dealt with cannot be retrieved even if the designated number of times is reached, the terminal device for an operator that is currently available using the automatic incoming call distribution server The vehicle allocation management system is characterized in that information relating to the vehicle is acquired and an operator terminal device corresponding to the acquired information is notified of an unsearched customer response request.   The vehicle allocation management system according to claim 1, wherein the operator terminal device includes a destination location information included in an allocation order from the customer, a vehicle status and location information managed by the vehicle location automatic display server, and Manual search means for manually searching for a vehicle closest to the pick-up position and capable of handling a dispatch order, and automatic search means for registering the search request information in the database, through the public network After a vehicle dispatch order from a customer enters the private branch exchange, the operator terminal device can select either the manual vehicle search unit or the automatic vehicle search unit to continue the vehicle search process. Management system.   2. The vehicle allocation management system according to claim 1, wherein the automatic incoming call distribution server receives a connection request from a customer received by the private branch exchange when the request for dealing with an unsearched customer is notified from the search vehicle management server. A vehicle allocation management system characterized by interrupting and registering the unsearched vehicle customer request in the front row of a connection waiting management table registered in the order of reception.

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