Terminal management system and terminal management method

Abstract

To flexibly cope with various situations by reducing an operation burden of a station attendant when the station attendant requires assistance.SOLUTION: A notification processing unit configured to receive a request from any of a plurality of communication terminals carried by a plurality of station staff members and notify another communication terminal of a support request, and a response management unit configured to manage a response to the support request, wherein the notification processing unit sets the number of notification destinations of the support request based on content of the request, and evaluates the plurality of communication terminals based on position information and work schedule information of the station staff members; On the basis of a result of the evaluation, notification destination terminals which are communication terminals of notification destinations of the support request are selected by the number of the notification destinations, and the selected notification destination terminals are selectively notified of the support request, and the response management section notifies other notification destination terminals and a request source terminal which is a communication terminal making the request of a response state from the notification destination terminals.SELECTED DRAWING: Figure 1

Description

[Technical Field]

[0001] The present invention relates to a terminal management system and a terminal management method. [Background technology]

[0002] Conventionally, there is a technology described in Japanese Patent Laid-Open Publication No. 2023-129844 (Patent Document 1) for appropriately allocating personnel in charge of work. This publication states that "it is possible to appropriately and quickly select employees to call in an emergency," and "the system comprises a communication terminal 2 used by each employee M, an employee information storage means for storing employee information including the number of working hours of each employee M, and a management computer 3 for inquiring about the availability of each employee M's communication terminal 2 in the event of an emergency, and selecting an employee M to be requested to come to work based on the number of working hours from among employees M who reply that they can come to work." [Prior art documents] [Patent documents]

[0003] [Patent Document 1] Japanese Patent Application Publication No. 2023-129844 Summary of the Invention [Problem to be solved by the invention]

[0004] In the above-mentioned conventional technology, in order to respond to a predicted disaster, employees who are not on duty reply whether they can come to work, and then a request is made to come to work. This conventional technology requires an employee to respond, but allows for ample time to wait for the employee's response. Therefore, it does not anticipate urgent situations or unexpected problems that would prevent the employee from responding. For example, when a station attendant requests assistance to deal with an unexpected problem, it is expected that station attendants on duty will be included among those receiving the assistance request, and it may be difficult to respond to the request depending on their current work. Furthermore, even if assistance is requested from an off-duty station attendant, the off-duty station attendant may not be able to respond immediately. Thus, when rapid assistance is required, the above conventional technology cannot be used. Furthermore, if an on-duty station attendant is notified of an excessive number of assistance requests, their primary work is hindered by the need to confirm and respond to the request. Furthermore, it may be difficult for the station attendant who requested assistance to confirm the response after requesting assistance. In this way, when station staff request assistance, it is necessary to minimize the operational burden on both the station staff who need assistance and the station staff who respond to the assistance.In addition, since the situations of station staff and the reasons for needing assistance vary, it is necessary to be able to respond flexibly to a variety of situations.

[0005] Therefore, the present invention aims to reduce the operational burden on station staff when they need assistance and enable them to respond flexibly to a variety of situations. [Means for solving the problem]

[0006] In order to achieve the above-mentioned object, one representative terminal management system of the present invention comprises a notification processing unit that accepts requests from one of multiple communication terminals carried by multiple station staff members and notifies other communication terminals of a request for support, and a response management unit that manages responses to the request for support, wherein the notification processing unit sets the number of destinations for the request for support based on the content of the request, evaluates the multiple communication terminals based on the location information and work schedule information of the station staff member, and based on the results of the evaluation, selects destination terminals that are communication terminals to which the request for support will be sent, equal to the number of destinations, and selectively notifies the selected destination terminals of the request for support, and the response management unit notifies the response status from the destination terminals to the other destination terminals and the requesting terminal, which is the communication terminal that made the request. Furthermore, one representative terminal management method of the present invention is characterized by including the steps of: a server receiving a request from one of a plurality of communication terminals carried by each of a plurality of station staff; setting the number of destinations for the support request based on the content of the request; evaluating the plurality of communication terminals based on the location information and work schedule information of the station staff; selecting destination terminals, which are communication terminals to which the support request will be sent, equal to the number of destinations based on the results of the evaluation; selectively notifying the selected destination terminals of the support request; and notifying the response status from the destination terminals to other destination terminals and the requesting terminal, which is the communication terminal that made the request. [Effects of the Invention]

[0007] According to the present invention, when station staff need assistance, the operational burden on the station staff can be reduced and they can respond flexibly to various situations. The problems, configurations, and effects other than those described above will become clear from the following description of the embodiment. [Brief explanation of the drawings]

[0008] [Figure 1] 1 is an explanatory diagram of a system configuration according to an embodiment of the present invention; [Figure 2] Example of displaying data managed by the server [Figure 3] Sequence diagram of support request processing [Figure 4] Flowchart showing the processing procedure of the notification processing unit [Figure 5] Flowchart showing the processing procedure of the response management unit [Figure 6] 10 is a flowchart showing the processing procedure of the video / audio analysis unit 33. [Figure 7] Specific example of an urgency definition table [Figure 8] Response status management diagram [Figure 9] Example of a communication device screen DETAILED DESCRIPTION OF THE INVENTION

[0009] Hereinafter, an embodiment will be described with reference to the drawings. [Example]

[0010] 1 is an explanatory diagram of the system configuration of this embodiment. A server 10 is connected to a communication terminal carried by a station attendant via a wireless network. The communication terminal carried by the station attendant is, for example, a smartphone. The server 10 includes a storage unit 20 and a processing unit 30 .

[0011] The storage unit 20 stores data such as employee data 21, work schedules 22, location information 23, camera images 24, and recorded voices 25. The employee data 21 includes items such as an employee ID, which is identification information of an employee including a station attendant, the employee's name, a device ID, which is identification information of a communication terminal carried by the employee, attendance status, and job title. The work schedule 22 is data that associates employee IDs with work schedules. The work schedules indicate time periods, locations, and work contents. The location information 23 is data that associates an employee ID with the employee's current location. The current location may be determined by using the location of the station employee's communication terminal, for example, using a GPS (Global Positioning System). The location of the communication terminal may also be determined by which wireless device located within the station it communicates with. Furthermore, it is preferable to manage the current location based on a station map. That is, a map is prepared that shows the structure of the station by areas such as outside the ticket gate, inside the ticket gate, and platform, and shows how each area is connected by passageways, stairs, etc., and the current location is managed by area. This area is used to evaluate the time required to travel until the arrival of support, so even the same platform may be divided into multiple areas for management. Furthermore, at stations served by multiple lines, the areas are divided by line. Furthermore, at stations where the jurisdictions of multiple operators are separated, the areas are divided by operator.

[0012] The camera images 24 are data that have been accumulated from images captured by cameras installed at various locations within the station. The camera images 24 are stored in association with information that can identify the imaging range. The recorded voice 25 is data in which voices recorded by the communication terminal of the station staff are stored in association with device IDs.

[0013] The processing unit 30 is a functional unit that realizes its functions by a CPU (Central Processing Unit) executing a predetermined program. The processing unit 30 includes a notification processing unit 31, a response management unit 32, and a video / audio analysis unit 33.

[0014] The notification processing unit 31 receives a request from one of a plurality of communication terminals carried by a plurality of station staff members, and notifies the other communication terminals of the request for assistance. The communication terminal that makes the request is called a request source terminal. Specifically, the notification processing unit 31 sets the number of notification destinations of the support request based on the content of the request, evaluates multiple communication terminals based on the position information and work schedule information of the station staff, and selects notification destination terminals that are communication terminals to which the support request will be notified, equal to the number of notification destinations, based on the results of the evaluation, and selectively notifies the selected notification destination terminals of the support request.

[0015] The number of notification recipients may be the same as the required number determined by the content of the request, or may be greater than the required number. If the support notification is sent to more communication terminals than the required number, even if some of the station staff who received the support notification are unable to respond to the support, the possibility that the required number of station staff will be able to respond increases.

[0016] As an example, the notification processing unit 31 calculates an evaluation value according to the content of the station staff's current work, calculates an evaluation value according to the ease of travel to the requesting terminal determined by the station staff's location information, and selects the notification destination terminal in descending order of the total evaluation value. The content of the current work can be identified by referring to the work schedule 22. The ease of travel to the requesting terminal can be determined by referring to the location information 23, calculating the time required to travel from the current location of the notification destination terminal to the current location of the requesting terminal, and converting the time required for travel into an evaluation value.

[0017] If the number of communication terminals whose total evaluation value exceeds the threshold is less than the number of notification destinations, the notification processing unit 31 adds together the evaluation value according to the content of the next task of the station staff and the evaluation value according to the station staff's position, and selects the notification destination terminals in descending order of the total evaluation value. In this way, by adding items that are added in stages, it becomes possible to make appropriate support requests according to the situation. For example, it is possible to select notification destinations such that a lower-level position can handle the request if possible, and a higher-level position handles the request only if the lower-level position cannot.

[0018] If the required number of responses to the effect that support will be provided are not received, the notification processing unit 31 selects an additional notification destination terminal and notifies it of a support request. Furthermore, when an event with a high degree of urgency is detected as a result of analysis by the video / audio analysis unit 33, the notification processing unit 31 selects an additional notification destination terminal and notifies the additional terminal of a request for assistance.

[0019] The response management unit 32 manages responses to support requests. The response management unit 32 notifies the status of the response from the destination terminal to the other destination terminals and the requesting terminal. The requesting terminal is the communication terminal that made the request. The response status can take values ​​such as "unopened" indicating that the support request notification has not been confirmed, "opened" indicating that the support request notification has been confirmed but no response has been made, "not available" indicating that support cannot be provided, and "available" indicating that support will be provided. Furthermore, for "available," the estimated time until arrival and whether or not the person has already arrived may be further indicated.

[0020] By notifying the requesting terminal of the response status, the station staff member who requested assistance can check the estimated arrival time of the assistance. By notifying other destination terminals of the response status and displaying the number of responses indicating that support will be provided and the number of people required on the destination terminal, station staff who receive a request for support can check whether the support is sufficient and decide whether to respond themselves.

[0021] The video / audio analysis unit 33 analyzes the audio recorded by the requesting terminal and the video captured around the requesting terminal, and if it detects an event with a high level of urgency, it notifies the notification processing unit 31. The audio recorded by the requesting terminal is obtained from the recorded audio 25. The video captured around the requesting terminal is obtained from the camera video 24.

[0022] FIG. 2 is an example of a display of data managed by the server 10. FIG. 2 is an example of a display combining employee data 21, work schedule 22, and location information 23. In FIG. 2, the employee ID is displayed in association with the name, device ID, attendance status, job title, current task, next task, and current location. The device ID, attendance status, and job title are items managed by the employee data 21. The current task and next task are items managed by the work schedule 22. The current location is an item managed by the location information 23.

[0023] For example, employee ID "1" is associated with the name "Station staff X," device ID "Terminal X," attendance status "At work," job title "Staff," current job "Platform work," next job "Ticket gate work," and current location "Near stairs B at platform 4." Similarly, employee ID "2" is associated with the name "Station Staff A," device ID "Terminal A," attendance status "At work," job title "Staff," current job "Patrol work," next job "Platform work," and current location "Near the stairs to platform A, 3rd platform."

[0024] 3 is a sequence diagram of the process of requesting support. First, the request source terminal 40X, which is the communication terminal that has made the request, transmits a request for support to the server 10. The notification processing unit 31 of the server 10 receives the request for support, determines a notification destination terminal, and notifies the notification destination terminal of the support request. In Fig. 3, the notification processing unit 31 notifies the notification destination terminal 40A of the support request.

[0025] The notification destination terminal 40A receives the notification of the support request and returns a response to the server 10. The response management unit 32 of the server 10 notifies the request source terminal 40X of the response status. Although not shown, if there are other destination terminals in addition to the destination terminal 40A, the response management unit 32 also notifies the other destination terminals of the response status from the destination terminal 40A.

[0026] The video / audio analysis unit 33 analyzes the audio recorded by the request source terminal 40X and the video captured near the request source terminal 40X. If the analysis detects an event with a high degree of urgency, the notification processing unit 31 notifies the notification destination terminal 40B of an additional request for assistance.

[0027] 4 is a flowchart showing the processing procedure of the notification processing unit 31. The notification processing unit 31 sequentially executes the following steps S101 to S111. Step S101 The notification processing unit 31 confirms the operation of the support request button, and then proceeds to step S102. When any station staff member performs an operation to request support on the communication terminal, the communication terminal acts as a request source terminal and transmits a request for support to the server 10. That is, by receiving the request for support, the notification processing unit 31 confirms the operation of the support request button.

[0028] Step S102 The notification processing unit 31 checks the emergency level indicated in the request for assistance and sets the number of people required. The number of notification destinations is also determined according to the number of people required. Then, the process proceeds to step S103. Step S103 The notification processing unit 31 checks the employee data 21, the work schedule 22, and the location information 23, and then proceeds to step S104. Step S104 The notification processing unit 31 determines whether each station staff member is currently on duty. If the station staff member is not on duty, the process proceeds to step S105. If the station staff member is on duty, the process proceeds to step S106.

[0029] Step S105 The notification processing unit 31 excludes station staff who are not on duty from the notification target, and ends the processing for this station staff. Step S106 The notification processing unit 31 designates the on-duty station staff as a notification candidate and targets points, which are evaluation values, for addition. Then, the process proceeds to step S107.

[0030] Step S107 The notification processing unit 31 adds points according to the distance between the station staff member who requested assistance and each station staff member who is a candidate for notification. This distance is calculated using the required travel distance on the internal map. Then, the process proceeds to step S108. Step S108 The notification processing unit 31 adds points according to the current work of each station staff member shown in the work diagram 22. After that, the process proceeds to step S109.

[0031] Step S109 The notification processing unit 31 determines whether there are the required number of station staff members at or above the predetermined point. If there are the required number of staff members, the process proceeds to step S112. If there are not the required number of staff members, the process proceeds to step S110. Step 110 The notification processing unit 31 adds points according to the next work of each station staff member shown in the work diagram 22. After that, the process proceeds to step S111. Step S111 The notification processing unit 31 adds points to each station staff member according to their position, and then the process proceeds to step S112. Step S112 The notification processing unit 31 sends support request notifications to the number of notification recipients, starting from the highest point recipient, and then ends the process.

[0032] 5 is a flowchart showing the processing procedure of the response management unit 32. The response management unit 32 sequentially executes the following steps S201 to S210. Step S201 The notification processing unit 31 transmits a support request notification to the notification destination terminal. This step corresponds to step S112 in Fig. 4. Then, the process proceeds to step S202.

[0033] Step S202 The response management unit 32 determines whether a response has been received from the notification destination terminal. If a response has not been received, the process proceeds to step S203. If a response has been received, the process proceeds to step S204. Step S203 The response management unit 32 waits for a predetermined time and then proceeds to step S202.

[0034] Step S204 The response management unit 32 changes the status to "opened." After that, the process proceeds to step S205. Note that the initial value of the status is "unopened." Step S205 The response management unit 32 checks the content of the response. If the content of the response is "supportable", the process proceeds to step S206. If the content of the response is "unsupportable", the process proceeds to step S207.

[0035] Step S206 The response management unit 32 notifies the request source terminal that it has received a response of "available," and changes the status managed by the device itself to "available." At this time, the status may include information such as the required arrival time. Then, the process proceeds to step S208. Step S207 The response management unit 32 changes the status managed by the device itself to “unavailable.” After that, the process proceeds to step S208.

[0036] Step S208 The response management unit 32 determines whether the number of responders reaches a specified value within a predetermined time from the transmission of the support request notification. If the specified value is reached, the process proceeds to step S209. If the specified value is not reached, the process proceeds to step S210. The specified value may be, for example, the required number of people. Alternatively, a value smaller than the required number of people may be set. By shortening the predetermined time and setting the specified value smaller than the required number of people, additional notification can be made earlier. If the predetermined time has not yet elapsed, the processes from step S202 to step S207 are repeated.

[0037] Step S209 The response management unit 32 ends the process. Step S210 The notification processing unit 31 performs additional notification processing. The additional notification processing uses the procedure in Fig. 4. After the additional notification processing, the procedure in Fig. 5 is executed again.

[0038] 6 is a flowchart showing the processing procedure of the video / audio analysis unit 33. The video / audio analysis unit 33 sequentially executes the following steps S301 to S306. Step S301 The video / audio analysis unit 33 analyzes the video of the camera video 24. After that, the process proceeds to step S302. Step S302 The video / audio analysis unit 33 determines whether or not a highly urgent event has occurred. If a highly urgent event has occurred, the process proceeds to step S306. If a highly urgent event has not occurred, the process proceeds to step S305.

[0039] Step S303 The video / audio analysis unit 33 analyzes the recorded audio 25. After that, the process proceeds to step S304. Step S304 The video / audio analysis unit 33 determines whether or not a highly urgent event has occurred. If a highly urgent event has occurred, the process proceeds to step S306. If a highly urgent event has not occurred, the process proceeds to step S305.

[0040] Step 305 The notification processing unit 31 does not make an additional request and ends the process. Step 306 The notification processing unit 31 performs additional notification processing and then ends the processing. The additional notification processing uses the procedure of FIG.

[0041] 7 is a specific example of an urgency definition table. The video / audio analysis unit 33 analyzes video and audio to estimate the event that has occurred, and if the estimated event is registered in the urgency definition table, it is determined that an event of the associated urgency has occurred.

[0042] For example, if the analysis of the video shows that an incident such as "someone is holding a knife or a firearm," "someone is being violent," "a fire has broken out," "station staff are surrounded," "someone has fallen from the platform onto the tracks," "a station staff member has collapsed," or "backup station staff have not arrived" has occurred, the notification processing unit 31 will be notified that a "high" level of urgency has been detected.

[0043] Similarly, if the analysis of the audio reveals that an event such as "a station attendant is heard shouting," "a station attendant is being verbally abused," "a station attendant is being physically assaulted," or "a station attendant is running away" has occurred, the notification processing unit 31 is notified that a "high" level of urgency has been detected. In FIG. 7, the urgency of the analysis result is one level, "high," but multiple levels of urgency may be set.

[0044] FIG. 8 is an explanatory diagram of response status management. In FIG. 8, the employee ID is managed in association with the name, device ID, emergency level, distance, evaluation points, request notification, and response status. The emergency level is included in the request from the requesting terminal. The distance is the distance traveled to the requesting terminal. The evaluation points are the total value of points, which are the evaluation value. The request notification indicates whether a support request has been sent. The response status is a status that indicates the response situation.

[0045] For example, employee ID "1" is the requester, and has the name "Station Staff X", device ID "Terminal X", and emergency level "Emergency". Because this is the requester, the distance, evaluation points, request notification, and response status are all "-".

[0046] The items associated with employee ID "2" are: name "Station Staff A", device ID "Terminal A", emergency level "-", distance (m) "32", evaluation points (3.4), request notification "Sent", and response status "Opened". Because this is the notification destination, the emergency level is "-". Similarly, the items associated with employee ID "3" are name "Station staff C", device ID "Terminal B", emergency level "-", distance (m) "102", evaluation points (2.8), request notification "Sent", and response status "Available (arrival in 2 minutes)". Employee ID "5" is not eligible for the backup request notification. Therefore, the emergency level, distance, evaluation points, and response status are "-", and the employee is "not eligible" for the request notification.

[0047] FIG. 9 shows an example of a screen of a communication terminal. The example screen in Figure 9(a) is an example screen of the requesting terminal. The requesting terminal has "emergency" and "normal" support request buttons. The "emergency" support request button requires a fixed number of people, and when this button is operated, a request for support of emergency level "emergency" and a required number of five people is sent to the server 10. In this way, the "emergency" support request button allows for quick request for support with a single operation. The "normal" support request button is designed to be operated after specifying the number of people required. When this button is operated, a request for the specified number of supporters is sent to the server 10 at the emergency level "normal." In this way, the "normal" support request button can be used to request any number of supporters. Furthermore, when the "emergency" support request button or the "normal" support request button is operated, the requesting terminal starts recording and transmits the recorded data to the server 10. Here, the urgency level of a request is set to two levels, "urgent" and "normal," but three or more levels may be set.

[0048] The example screen in Figure 9(b) is an example of the screen on the requesting device after pressing the support request button. This screen displays the location, time of the request, how many people the support request was made to, and the response status of each notification destination device. In addition, the "Response Complete" and "Cancel Request" buttons are displayed. When the requesting station attendant has finished the incident he or she is currently handling, the station attendant operates the "Handling Complete" button. In this case, the requesting terminal ends recording and notifies the server 10 that the request for assistance has been canceled. If the case under management continues but backup is no longer required, the station attendant operates the "Cancel request" button. In this case, the requesting terminal notifies the server 10 that the backup request has been canceled while continuing to record the audio to leave evidence. The server 10, which has been notified of the cancellation of the support request, notifies each terminal that has notified the support request that the support request has been canceled.

[0049] The example screen in Figure 9(c) is an example screen of the destination terminal. The screen of the destination terminal displays the requester's current operation, the emergency level, the number of people required and the number of people who responded "available," a station map, the location of the incident, and the time of the request. The station map shows a schematic diagram of the station area, the current location of the requester, and the current location of the "available" terminal. In addition, there are buttons for viewing camera footage near the requester and for listening to the audio recorded by the requester terminal. After receiving the request for assistance, the station staff member confirms this information and then presses the "available" or "unavailable" button to respond to the server 10 as to whether or not they will provide assistance.

[0050] As described above, the terminal management system disclosed in the embodiments includes a notification processing unit 31 that accepts a request from one of multiple communication terminals carried by multiple station staff members and notifies the other communication terminals of a request for support, and a response management unit 32 that manages responses to the request for support. The notification processing unit 31 sets the number of recipients of the support request based on the content of the request, evaluates the multiple communication terminals based on the location information and work schedule information of the station staff, selects notification destination terminals that are communication terminals to which the support request will be notified, equal to the number of recipients, based on the results of the evaluation, and selectively notifies the selected notification destination terminals of the support request. The response management unit 32 notifies the other notification destination terminals and the request source terminal, which is the communication terminal that made the request, of the response status from the notification destination terminal. With this configuration and operation, when station staff require assistance, the terminal management system reduces the operational burden on station staff by narrowing down the notification recipients, and can flexibly respond to a variety of situations. Specifically, station staff who need help can request assistance by simply pressing a button. This reduces the number of requests that station staff need to check, allows them to respond with simple operations, and does not require them to respond if they are busy.

[0051] Furthermore, when the required number of responses to the effect that support will be provided are not received, the notification processing unit 31 selects an additional notification destination terminal based on the result of the evaluation and notifies the additional terminal of a support request. According to this configuration and operation, the terminal management system can request additional support depending on the status of the station staff member to whom the notification is sent, thereby ensuring the necessary number of personnel.

[0052] The device further includes a video / audio analysis unit 33 that analyzes the audio recorded by the requesting terminal and / or the video captured in the vicinity of the requesting terminal, and when a highly urgent event is detected as a result of the analysis by the analysis unit, the notification processing unit 31 selects an additional notification destination terminal based on the results of the evaluation and notifies the request for assistance. This allows the situation of the requesting party to be analyzed and personnel to be added automatically.

[0053] The notification processing unit 31 also evaluates the positional relationship between the request source terminal and the notification destination terminal based on the division of areas within the station and the connection relationships. As an example, the area is divided into at least one of the following: whether inside or outside the ticket gate, whether it is a platform or not, the line, and the operator. According to this configuration and operation, the communication terminal to be notified can be evaluated according to the structure of the station premises, and an appropriate notification destination can be selected.

[0054] In addition, the notification processing unit 31 calculates an evaluation value according to the content of the station staff member's current work, calculates an evaluation value according to the ease of movement to the requesting terminal determined by the station staff member's location information, and selects the notification destination terminal in descending order of the total evaluation value. Furthermore, if the number of communication terminals whose sum of the evaluation values ​​exceeds the threshold is less than the number of notification destinations, the notification processing unit 31 adds up an evaluation value corresponding to the content of the station staff member's next task and an evaluation value corresponding to the station staff member's position, and selects the notification destination terminals in descending order of the sum of the evaluation values. According to this configuration and operation, the notification destination terminal can be selected easily and flexibly depending on the situation.

[0055] In addition, the notification processing unit 31 sets the number of notification recipients to be greater than the required number of people determined by the content of the request, and the response management unit displays the number of responses indicating that support will be provided and the required number of people on the notification recipient terminal. This configuration and operation allows for a surplus in the number of notification recipients, ensuring the number of support personnel available and providing information for deciding whether or not to go and provide support.

[0056] The present invention is not limited to the above-described embodiments, but includes various modifications. For example, the above-described embodiments have been described in detail to clearly explain the present invention, and the present invention is not necessarily limited to those including all of the described configurations. Furthermore, not only can the configurations be deleted, but also replacements and additions of configurations are possible. For example, by combining the work schedule and location shown in the work diagram with the current location, the progress of work by each station staff member can be evaluated and the progress of work can also be taken into account in the evaluation value. In addition, station staff working outside the ticket gates may be given high points, and station staff working outside the ticket gates may be given priority as support staff. In addition, if each operator has its own area, support requests are generally made within the area of ​​the same operator, and if an incident occurs that affects the area of ​​another operator or if sufficient support personnel cannot be gathered within the area of ​​the same operator, the request for support may also be notified to station staff belonging to other operators. The method for calculating the evaluation value can also be changed as appropriate. <Evaluation Value Calculation Example 1> A fixed point is assigned to each task, and a relative value (for example, a higher value in order of proximity) is assigned to the distance. <Evaluation value calculation example 2> Points are added according to the distance, and then subtracted based on the importance of the work content.

[0057] In addition, in the above embodiment, for the sake of simplicity, the example has been described in which the recipient of the support request is selected from on-duty station staff, but the recipient of the support request may also be an off-duty station staff. If off-duty station staff are to be included as candidates for the recipient of the support request, the attendance status may be distinguished between "off (available to provide support)" and "off (unable to provide support)", and the location when off may be managed as the current location. Additionally, including station staff who are not on duty as notification candidates can be limited to situations where it is necessary to increase the total number of station staff, such as when closing ticket gates during a disaster such as a typhoon. In this case, values ​​such as "serious" or "disaster response" can be added to the urgency level, and the notification candidates can be narrowed down according to the urgency level. [Explanation of symbols]

[0058] 10: Server, 20: Memory unit, 21: Employee data, 22: Work schedule, 23: Location information, 24: Camera image, 25: Recorded audio, 30: Processing unit, 31: Notification processing unit, 32: Support management unit, 33: Video and audio analysis unit

Claims

1. a notification processing unit that receives a request from one of a plurality of communication terminals carried by each of a plurality of station staff members and notifies the other communication terminals of the request for assistance; a response management unit that manages responses to the support request, The notification processing unit Set the number of notification destinations for the support request based on the content of the request; evaluating the plurality of communication terminals based on the position information and work schedule information of the station staff; Selecting notification destination terminals, which are communication terminals to which the support request is to be notified, based on the result of the evaluation, the number of which is equal to the number of notification destinations; Selectively notify the selected notification destination terminal of a support request; The response management unit notifies the other notification destination terminals and the request source terminal, which is the communication terminal that made the request, of the response status from the notification destination terminal. A terminal management system characterized by:

2. The terminal management system according to claim 1, A terminal management system characterized in that the notification processing unit selects additional notification destination terminals and notifies them of a request for support based on the results of the evaluation when the required number of responses indicating that support will be provided are not received.

3. The terminal management system according to claim 1, further comprising an analysis unit that analyzes the audio recorded by the request source terminal and / or the video captured near the request source terminal; The notification processing unit is a terminal management system characterized in that, when a highly urgent event is detected as a result of analysis by the analysis unit, it selects an additional notification destination terminal and notifies it of a request for assistance based on the results of the evaluation.

4. The terminal management system according to claim 1, The terminal management system is characterized in that the notification processing unit evaluates the positional relationship between the requesting terminal and the notification destination terminal based on the area division and connection relationship within the station.

5. The terminal management system according to claim 4, A terminal management system characterized in that the area classification distinguishes at least one of whether it is inside or outside a ticket gate, whether it is a platform or not, the line, and the operator.

6. The terminal management system according to claim 1, The notification processing unit Calculating an evaluation value according to the content of the current work of the station staff; calculating an evaluation value according to the ease of movement to the request source terminal determined by the location information of the station staff member; The notification destination terminal is selected in descending order of the total evaluation value. A terminal management system characterized by:

7. The terminal management system according to claim 6, When the number of communication terminals whose sum of the evaluation values ​​exceeds the threshold is less than the number of notification destinations, the notification processing unit adds an evaluation value according to the content of the next work of the station staff and an evaluation value according to the position of the station staff, and selects the notification destination terminals in descending order of the sum of the evaluation values. A terminal management system characterized by:

8. The terminal management system according to claim 1, the notification processing unit sets the number of notification destinations to be greater than the number of necessary destinations determined by the content of the request, The terminal management system is characterized in that the response management unit displays the number of responses indicating that support will be provided and the required number of people on the notification destination terminal.

9. The server receiving a request from any one of a plurality of communication terminals carried by a plurality of station staff members; setting the number of notification destinations of the support request based on the content of the request; evaluating a plurality of communication terminals based on the position information and work schedule information of the station staff; selecting notification destination terminals, which are communication terminals to which the support request is to be notified, in the number equal to the number of the notification destinations, based on a result of the evaluation; a step of selectively notifying the selected notification destination terminal of a support request; a step of notifying the other notification destination terminals and a request source terminal which is the communication terminal that made the request of a response status from the notification destination terminal; A terminal management method comprising:

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