Reception system

Abstract

To provide a reception system by which work within a store can be further facilitated.SOLUTION: A system includes an operation terminal device having a display unit and a control unit, wherein the operation terminal device includes an operation selection unit for selecting at least any one operation item group among a plurality of operation item groups, each including one or more operation items A to F or operation items G to J, and the control unit displays, at the display unit, the operation items A to F or the operation items G to J included in the operation item group selected by the operation selection unit. Accordingly, the operation terminal device is able to display, at the display unit, the operation items appropriate for use, through selections at the operation selection unit. Therefore, work within a store is able to be further facilitated.SELECTED DRAWING: Figure 3

Description

Technical Field

[0001] The present invention relates to a reception system.

Background Art

[0002] In recent years, a reception system for performing reception processing of customers who visit stores such as banks has been known (see, for example, Patent Document 1).

[0003] The reception system includes a reception terminal device operated by a customer or a lobby attendant for reception operations, a ticket issuing terminal device that issues a predetermined number by a reception operation to the reception terminal device, a lobby attendant operation terminal device operated by the lobby attendant, an operator operation terminal device operated by a window staff member who performs window work, an administrator operation terminal device operated by an administrator, a counter display terminal device provided at the window, and a lobby display terminal device provided on the floor. And, by the customer himself / herself operating the reception terminal device to perform reception processing, the smooth progress of window work in the store is achieved.

Prior Art Documents

Patent Documents

[0004]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0005] Further smoothness of operations within the store is required.

[0006] Therefore, an object of the present invention is to provide a reception system that enables further smoothness of operations within the store.

Means for Solving the Problems

[0007] A first aspect of the present invention has an operation terminal device having a display unit and a control unit. The control unit acquires any one of a plurality of operation item groups including one or more operation items associated with at least one of the user's business and the user's identification information, and causes the display unit to display the operation items included in the acquired operation item group. The control unit displays any one of the plurality of operation item groups based on the position information of the operation terminal device. A second aspect of the present invention has an operation terminal device having a display unit and a control unit. The control unit acquires any one of a plurality of operation item groups including one or more operation items associated with at least one of the user's business and the user's identification information, and causes the display unit to display the operation items included in the acquired operation item group. The control unit has a server device communicably provided with the operation terminal device. In the server device, the operation item group and the identification information of the user using the operation terminal device are associated and stored. The control unit enables selection of an operation item group based on the identification information of the user. In addition, when the user supports the work of another user on behalf of the other user, the operation terminal device has a function of leaving a log of the fact that the user has provided support and the support time of the user. to do. A third aspect of the present invention includes an operation terminal device having a display unit and a control unit. The control unit acquires any one of a plurality of operation item groups including one or more operation items associated with at least one of the work of the user and the identification information of the user, and causes the display unit to display the operation items included in the acquired operation item group. The operation terminal device is provided with a server device capable of communicating therewith. In the server device, the operation item group and the identification information of the user using the operation terminal device are associated and stored. The control unit enables selection of an operation item group based on the identification information of the user. The operation terminal device is provided with a display terminal device capable of communicating with the server device. The operation item has a function of causing the display terminal device to display a special number for information transmission between users. A fourth aspect of the present invention includes an operation terminal device having a display unit and a control unit. The control unit acquires any one of a plurality of operation item groups including one or more operation items associated with at least one of the work of the user and the identification information of the user, and causes the display unit to display the operation items included in the acquired operation item group. The operation terminal device is provided with a server device capable of communicating therewith. In the server device, the operation item group and the identification information of the user using the operation terminal device are associated and stored. The control unit enables selection of an operation item group based on the identification information of the user. The operation item has a function of setting a number that is not numbered as a reception number during reception processing. A fifth aspect of the present invention has an operation terminal device having a display unit and a control unit. The control unit acquires any one of a plurality of operation item groups including one or more operation items associated with at least one of the user's business and the user's identification information, and causes the display unit to display the operation items included in the acquired operation item group. The operation terminal device has a server device provided to be communicable therewith. In the server device, the operation item group and the identification information of the user using the operation terminal device are associated and stored. The control unit enables selection of an operation item group based on the user's identification information. The operation terminal device transmits data on the number of customer responses, average response time, and response business associated with the user's identification information to the server device. The server device stores the data transmitted from the operation terminal device in a categorized and associated manner on a daily or monthly basis. The operation terminal device has a function of causing the display unit to display the data on the number of customer responses, average response time, and response business for each user identification information stored in the server device on a daily or monthly basis.

Advantages of the Invention

[0008] According to the present invention, it is possible to provide a reception system that enables further smoothness of operations in a store.

Brief Description of the Drawings

[0009]

Figure 1

Figure 2

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Figure 11

Embodiment for Carrying Out the Invention

[0010] Hereinafter, a reception system according to an embodiment of the present invention will be described. The reception system 1 of the embodiment is a reception system installed in a bank branch.

[0011] FIG. 1 is a schematic diagram showing the reception system 1. FIG. 2 is a block diagram for explaining the hardware configuration of the reception system 1. FIG. 3 is a schematic diagram for explaining an example of the operation item group information of the operation screen stored in the server device 20.

[0012] As shown in FIGS. 1 and 2, the reception system 1 of the embodiment includes a server device 20 and a setting management device 19 that displays a setting management screen.

[0013] <Server device 20> As shown in FIG. 2, the server device 20 stores management data 201 including management data such as the reception status of the reception system 1, and setting data 202 including setting data of the reception terminal device 11, the operator terminal device 13 for the person in charge, the operator terminal device 14 for the lobby attendant, the operator terminal device 15 for the administrator, the office display terminal device 16, and the lobby display terminal device 17.

[0014] As shown in FIG. 3, as the setting data 202, a group of operation items of the operation screen for the person in charge to be displayed on the display unit 132 of the operator terminal device 13 for the person in charge is stored in a plurality of types in association with the user identification information for the counter person in charge TL. In an example of the embodiment, an operation item group (hereinafter, the first operation item group) including operation item A, operation item B, operation item C, operation item D, operation item E, and operation item F, which are selectable operations for the counter person in charge TL working at the high counter 301 at the window 30, and an operation item group (hereinafter, the second operation item group) including operation item G, operation item H, operation item I, and operation item J, which are selectable operations for the counter person in charge TL working at the low counter 302 at the window 30, are provided.

[0015] Further, as the setting data 202, an operation item group (hereinafter, the third operation item group) including operation item K, operation item L, operation item M, and operation item N, which are selectable operations for the lobby attendant LA, is stored in association with the user identification information for the lobby attendant LA.

[0016] Further, as the setting data 202, an operation item group (hereinafter, the fourth operation item group) including operation item O, operation item P, and operation item Q, which are selectable operations for the administrator, is stored in association with the user identification information for the administrator.

[0017] That is, a predetermined operation terminal device (details will be described later) communicates with the server device 20 to call the first to fourth operation item groups from the setting data 202, thereby enabling the functions of the operator terminal device 13 for the person in charge, the lobby attendant terminal device 14, and the administrator terminal device 15, which will be described later, to be exerted.

[0018] That is, when a predetermined operation terminal device logs in with user identification information as the counter staff TL, it calls the first and second operation item groups from the setting data 202 of the server device 20 to exert the function of the operator terminal device 13 for the person in charge. When it logs in with user identification information as the lobby attendant LA, it calls the third operation item group from the setting data 202 of the server device 20 to exert the function of the lobby attendant terminal device 14. When it logs in with user identification information as the administrator MG, it calls the fourth operation item group from the setting data 202 of the server device 20 to exert the function of the administrator terminal device 15.

[0019] In addition to the above, when a predetermined operation terminal device logs in with user identification information capable of handling both the counter staff TL and the lobby attendant LA, it calls the first to third operation item groups from the setting data 202 of the server device 20 to exert the functions of both the operator terminal device 13 for the person in charge and the lobby attendant terminal device 14. In this way, a plurality of operation terminal devices are prepared. When a user logs in to a predetermined operation terminal device with their own user identification information during use, the predetermined operation terminal device exerts the functions of the terminal device corresponding to the user identification information.

[0020] <Setting management device 19> As shown in FIG. 2, the setting management device 19 is a personal computer that performs various settings and management of the entire reception system 1. The setting management device 19 has an input unit 191, a display unit 192, a storage unit 193, and a control unit 194. The control unit 194 controls the input unit 191, the display unit 192, and the storage unit 193 and communicates with the server device 20.

[0021] When the setting of the reception terminal device 11 is selected by the input unit 191, for example, the control unit 194 causes the display unit 192 to display a screen for selecting which detailed setting, such as design setting or operation item group setting (screen configuration setting), to perform next.

[0022] Connected to the aforementioned server device 20 are a reception terminal device 11 for displaying a reception screen, an issuing terminal device 12 for issuing tickets, a plurality of operator terminal devices 13 for displaying an operator screen for the person in charge, a plurality of lobby attendant terminal devices 14 for displaying an operation screen for the lobby attendant, an administrator terminal device 15 for displaying an administrator operation screen, an office display terminal device 16 for displaying an office display screen, a lobby display terminal device 17 for displaying a lobby display screen, and a plurality of counter display terminal devices 18 for displaying a counter display screen.

[0023] <Reception Terminal Device 11> As shown in FIG. 1, the reception terminal device 11 is installed near the entrance or exit of the store or between the entrance / exit and the window 30 to receive input operations. The reception operation is performed on the reception screen by a visiting customer CM or a bank lobby attendant LA. The reception terminal device 11 is, for example, a terminal device such as a tablet-type terminal device. The reception terminal device 11 is connected to the server device 20 and the issuing terminal device 12 wirelessly or by wire.

[0024] As shown in FIG. 2, the reception terminal device 11 has an input unit 111, a display unit 112, a storage unit 113, and a control unit 114. The display unit 112 displays the reception screen, and the input unit 111 detects the reception operation performed on this reception screen. The control unit 114 controls the input unit 111, the display unit 112, and the storage unit 113 and communicates with the server device 20 and the issuing terminal device 12.

[0025] The reception terminal device 11 transmits reception information including reception details (target processing, e.g., withdrawal processing or deposit processing) to the server device 20 according to an input operation performed on the input unit 111 on the reception screen by a customer CM or the like. Based on the reception information transmitted from the reception terminal device 11 in this way, the server device 20 assigns a number (hereinafter, reception number) according to a predetermined rule and transmits the assigned reception number to the reception terminal device 11. Then, the control unit 114 of the reception terminal device 11 transmits this reception number to the ticket issuing terminal device 12.

[0026] <Ticket issuing terminal device 12> The ticket issuing terminal device 12 has a printing unit 121 that issues a numbered ticket with the reception number transmitted from the server device 20 via the reception terminal device 11 printed on a predetermined sheet based on the reception result at the reception terminal device 11. The ticket issuing terminal device 12 has a control unit 120 that controls the printing unit 121 and communicates with the reception terminal device 11.

[0027] <Operator terminal device 13 for the person in charge> As shown in FIG. 1, the operator terminal device 13 for the person in charge is a terminal device carried by the counter staff TL who mainly performs counter operations, and is a terminal device that displays an operator screen for the counter staff TL. As shown in FIG. 2, the operator terminal device 13 for the person in charge has an input unit 131 (operation selection unit), a display unit 132, a storage unit 133, and a control unit 134. The display unit 132 displays the operator screen for the counter staff TL, and the input unit 131 detects operations performed on this operator screen for the person in charge. The control unit 134 controls the input unit 131, the display unit 132, and the storage unit 133 and communicates with the server device 20 wirelessly.

[0028] <Operator terminal device 14 for the lobby attendant> As shown in FIG. 1, the operation terminal device 14 for the lobby attendant is a terminal device mainly carried by the lobby attendant LA who serves customers in the lobby, and is a terminal device that displays an operation screen for the lobby attendant, which is an operation screen for the lobby attendant LA. As shown in FIG. 2, the operation terminal device 14 for the lobby attendant has an input unit 141, a display unit 142, a storage unit 143, and a control unit 144. The display unit 142 displays the operation screen for the lobby attendant LA, and the input unit 141 detects operations performed on this operation screen for the lobby attendant. The control unit 144 controls the input unit 141, the display unit 142, and the storage unit 143, and communicates with the server device 20 wirelessly.

[0029] <Operation terminal device 15 for administrator> As shown in FIG. 1, the operation terminal device 15 for the administrator is, for example, a terminal device carried by the bank administrator MG (in the official position), and is a terminal device that displays an operation screen for the administrator, which is an operation screen for the administrator MG. As shown in FIG. 2, the operation terminal device 15 for the administrator has an input unit 151, a display unit 152, a storage unit 153, and a control unit 154. The display unit 152 displays the operation screen for the administrator MG, and the input unit 151 detects operations performed on this operation screen for the administrator. The control unit 154 controls the input unit 151, the display unit 152, and the storage unit 153, and communicates with the server device 20 wirelessly or by wire.

[0030] The aforementioned operation terminal device 13 for the person in charge, the operation terminal device 14 for the lobby attendant, and the operation terminal device 15 for the administrator are portable terminal devices such as smartphones and tablet terminal devices.

[0031] <Office display terminal device 16> As shown in FIG. 1, the office display terminal device 16 is a terminal device such as a monitor arranged facing the inside of the office, and various information is displayed so as to be visible to the clerks. As shown in FIG. 2, the office display terminal device 16 has a display unit 162, a storage unit 163, and a control unit 164. The display unit 162 displays a display screen for the office. The control unit 164 controls the display unit 162 and the storage unit 163 and communicates with the server device 20.

[0032] <Lobby display terminal device 17> As shown in FIG. 1, the lobby display terminal device 17 is a terminal device arranged in the lobby of the store, and various information is displayed so as to be visible to customers and the like in the lobby. As shown in FIG. 2, the lobby display terminal device 17 has a display unit 172, a storage unit 173, and a control unit 174. The display unit 172 displays a lobby display screen. The control unit 174 controls the display unit 172 and the storage unit 173 and communicates with the server device 20.

[0033] <Counter display terminal device 18> As shown in FIG. 1, the counter display terminal device 18 is a terminal device installed on the high counter 301 and the low counter 302, and mainly various information is displayed so as to be visible to customers and the like in the lobby. As shown in FIG. 2, the counter display terminal device 18 has a display unit 182, a storage unit 183, and a control unit 184. The display unit 182 displays a lobby display screen. The control unit 184 controls the display unit 182 and the storage unit 183 and communicates with the server device 20. Then, the counter display terminal device 18 displays the information acquired from the server device 20 on the display unit 182.

[0034] <An example of login by a person in charge etc.> Next, the switching of the functions of the operation terminal device when a person in charge or the like logs in to the operation terminal device will be described.

[0035] FIG. 4 is an example of a screen displayed on the operation terminal device 13 for the person in charge. FIG. 5 is an example of an operation screen for the person in charge displayed on the operation terminal device 13 for the person in charge. FIG. 6 is an example of an operator operation screen displayed on the operator terminal device 13 for the person in charge.

[0036] <Login by the counter person in charge TL> In the operator terminal device 13 where the user is the counter person in charge TL and the login is performed using the user identification information as the counter person in charge TL, the control unit 134 communicates with the server device 20 and reads from the setting data 202 the first operation item group for the high counter 301 and the second operation item group for the low counter 302, and displays the operation screen for the counter person in charge.

[0037] Specifically, as shown in FIG. 4, the control unit 134 causes the display unit 132 to display a display screen that allows selection of either one of the selection for the high counter 301 having the button display 51 for "high counter" and the selection for the low counter 302 having the button display 52 for "low counter". In other words, this display screen is a display screen for selecting either one of the first operation item group for the high counter 301 and the second operation item group for the low counter 302.

[0038] When the input unit 131 detects that a pressing operation has been input to the button display 51 for "high counter" of the display unit 132, the control unit 134 communicates with the server device 20 and, as shown in FIG. 5, displays the first operation item group for the selected high counter 301 on the display unit 132 as a menu of the operator operation screen. That is, the button display 61 for selecting operation item A, the button display 62 for selecting operation item B, the button display 63 for selecting operation item C, the button display 64 for selecting operation item D, the button display 65 for selecting operation item E, and the button display 66 for selecting operation item F are respectively displayed at predetermined positions on the display unit 132.

[0039] Also, in FIG. 4, when the input unit 131 detects that a selection operation has been input to the button display 52 for the "local counter" on the display unit 132, the control unit 134 communicates with the server device 20 and, as shown in FIG. 6, causes the display unit 132 to display, as a menu for the operator's operation screen, the second operation item group for the selected local counter 302 from the setting data 202. That is, the button display 71 for selecting operation item G, the button display 72 for selecting operation item H, the button display 73 for selecting operation item I, and the button display 74 for selecting operation item J are each displayed at a predetermined position on the display unit 132.

[0040] Therefore, in the server device 20, an operation item group is stored in association with the user identification information of the user who uses the operator's operation terminal device 13. And in the operator's operation terminal device 13, only the operation item group based on the user identification information for the counter operator TL is displayed on the display unit 132 and made selectable at the input unit 131.

[0041] Also, the operator's operation terminal device 13 allows the input unit 131 to select any one of a plurality of operation item groups each including one or more operation items in response to the user's selection input. Instead of the user's selection input, the operator's operation terminal device 13 may be configured to select any one of a plurality of operation item groups each including one or more operation items based on its own position information.

[0042] For example, when the operator terminal device 13 for the person in charge becomes communicable with a reference point component (not shown) provided in the high counter 301, the control unit 134 of the operator terminal device 13 for the person in charge determines that the operator terminal device 13 for the person in charge is used in the high counter 301, and automatically causes the display unit 132 to display the first operation item group for the high counter 301 as a menu on the operation screen for the person in charge as shown in FIG. 5. Further, when the operator terminal device 13 for the person in charge becomes communicable with a reference point component (not shown) provided in the low counter 302, the control unit 134 of the operator terminal device 13 for the person in charge determines that the operator terminal device 13 for the person in charge is used in the low counter 302, and automatically causes the display unit 132 to display the second operation item group for the low counter 302 as a menu on the operation screen for the person in charge as shown in FIG. 6.

[0043] Alternatively, a gate is provided between the high counter 301 and the low counter 302. When the control unit 134 of the operator terminal device 13 for the person in charge detects that the operator terminal device 13 for the person in charge has passed through the gate and moved from the low counter 302 to the high counter 301 by communicating with the gate, the first operation item group for the high counter 301 is automatically displayed on the display unit 132 as a menu on the operation screen for the person in charge. Further, when the control unit 134 of the operator terminal device 13 for the person in charge detects that the operator terminal device 13 for the person in charge has passed through the gate and moved from the high counter 301 to the low counter 302 by communicating with the gate, the second operation item group for the low counter 302 is automatically displayed on the display unit 132 as a menu on the operation screen for the person in charge.

[0044] When the input unit 131 detects that a button display of any of the operation items A to F in the operation item group displayed as a menu on the operation screen for the person in charge on the display unit 132 of the operator terminal device 13 for the person in charge has been pressed, the control unit 134 outputs a signal to that effect to the server device 20.

[0045] <Login by Lobby Attendant LA> When the user is the lobby attendant LA and the login is performed using the user identification information as the lobby attendant LA on the operation terminal device 14 for the lobby attendant, the control unit 144 communicates with the server device 20 and reads out the third operation item group of the operation screen for the lobby attendant from the setting data 202. Then, the control unit 144 causes the display unit 142 to display an operation screen for the lobby attendant that enables the third operation item group to be selected by the input unit 141.

[0046] Therefore, on the server device 20, the operation item group and the user identification information of the user who uses the operation terminal device 14 for the lobby attendant are stored in association with each other. And in the operation terminal device 14 for the lobby attendant, only the operation item group based on the user identification information for the lobby attendant can be selected by the input unit 141.

[0047] When the input unit 141 detects that a selection operation has been input to the button display for selecting the third operation item group on the display unit 142, the control unit 144 causes the selected third operation item group to be displayed as a menu on the operation screen for the lobby attendant on the display unit 132. That is, the button display for selecting operation item K, the button display for selecting operation item L, the button display for selecting operation item M, and the button display for selecting operation item N are respectively displayed at predetermined positions on the display unit 142.

[0048] When the input unit 141 detects that the button display of any one of the operation items K to N included in the third operation item group displayed as a menu on the operation screen for the lobby attendant on the display unit 142 of the operation terminal device 14 for the lobby attendant has been pressed, the control unit 144 outputs a signal to that effect to the server device 20.

[0049] <Login by Administrator MG> In the administrator operation terminal device 15 where the user is the administrator MG and the login is performed using the user identification information as the administrator MG, the control unit 154 communicates with the server device 20 and reads the fourth operation item group of the operation screen for the administrator from the setting data 202. Then, the control unit 154 causes the display unit 152 to display an operation screen for the administrator that enables selection of the fourth operation item group.

[0050] Therefore, in the server device 20, an operation item group is associated with and stored together with the user identification information of the user who uses the administrator operation terminal device 15. In the administrator operation terminal device 15, only the operation item group based on the user identification information for the administrator MG can be selected at the input unit 151.

[0051] When the input unit 151 detects that a selection operation has been input to the button display for selecting the fourth operation item group on the display unit 152, the control unit 154 causes the selected fourth operation item group to be displayed as a menu on the operation screen for the administrator on the display unit 152. That is, the button display for selecting operation item O, the button display for selecting operation item P, and the button display for selecting operation item Q are respectively displayed at predetermined positions on the display unit 152.

[0052] When the input unit 151 detects that the button display of any one of the operation items O to Q included in the fourth operation item group displayed as a menu on the operation screen for the administrator on the display unit 152 of the administrator operation terminal device 15 has been pressed, the control unit 154 outputs a signal to that effect to the server device 20.

[0053] <Flow of reception and call processing>

[0054] As shown in FIG. 1 or FIG. 2, a customer who comes to the bank operates the input unit 111 according to the display on the display unit 112 of the reception terminal device 11 to perform reception. When the reception by the customer is performed, the control unit 114 of the reception terminal device 11 transmits the input reception details to the server device 20. Then, the server device 20 assigns a reception number corresponding to this reception details, and transmits the assigned reception number to the control unit 114 of the reception terminal device 11. Then, the control unit 114 of the reception terminal device 11 transmits this reception number to the ticket issuing terminal device 12. The ticket issuing terminal device 12 issues a numbered ticket in which the control unit 120 prints the reception number received from the reception terminal device 11 on a predetermined sheet using the printing unit 121. The server device 20 stores the assigned reception number in the management data 201 as a call waiting state.

[0055] In the operator terminal device 13 for the person in charge, the control unit 134 accesses the management data 201 of the server device 20, acquires the reception numbers in the call waiting state, and causes the display unit 132 to display the acquired reception numbers.

[0056] For example, the counter staff TL at the high counter 301 checks the reception number in the call waiting state, that is, the reception number waiting for a call, which is acquired by the control unit 134 of the operator terminal device 13 for the person in charge for himself / herself and displayed on the display unit 132 of this operator terminal device 13 for the person in charge. Then, from among these, the counter staff TL selects one reception number, and selects, for example, the button display 61 of "Operation Item A", which is the "Normal Call" button among Operation Items A to Operation F, and performs a pressing operation on the button display 61 of "Operation Item A", which is the call operation for the said reception number. Also, for example, the counter staff TL at the low counter 302 checks the reception number in the call waiting state, which is acquired by the control unit 134 of the operator terminal device 13 for the person in charge for himself / herself and displayed on the display unit 132 of this operator terminal device 13 for the person in charge. Then, the button display 71 of "Operation Item G", which is the "Normal Call" button among Operation Items G to J, is selected, and a pressing operation on the button display 71 of "Operation Item G", which is the call operation for the said reception number, is performed.

[0057] Then, the input unit 131 of the operator terminal device 13 for which the call operation of the reception number has been performed detects the call operation of the reception number, and the control unit 134 of the operator terminal device 13 outputs a signal indicating that the reception number is to be called to the server device 20. Then, the server device 20 transmits a signal indicating the reception number from the reception numbers in the call waiting state to the counter display terminal device 18, the lobby display terminal device 17, and the office display terminal device 16, and stores the reception number in the call-completed state in the management data 201. When the counter display terminal device 18 receives a signal indicating the reception number from the server device 20, the control unit 184 of the counter display terminal device 18 causes the display unit 182 of the counter display terminal device 18 to display and call the reception number. Also, when receiving a signal indicating the reception number from the server device 20, the control unit 164 of the office display terminal device 16 causes the display unit 162 to display and call the reception number. Also, when receiving a signal indicating the reception number from the server device 20, the control unit 174 of the lobby display terminal device 17 causes the display unit 172 to display the reception number.

[0058] In this way, when the call of the reception number is made from the operator terminal device 13 for the operator, the called reception number information is transmitted to the counter display terminal device 18, the lobby display terminal device 17, and the office display terminal device 16, and their control units 184, 174, 164 cause their display units 182, 172, 162 to display the reception number.

[0059] When the customer having the number ticket of the number is displayed on the display unit 172 of the lobby display terminal device 17 and the display unit 182 of the counter display terminal device 18 and goes to the corresponding counter, the counter staff TL performs customer service operations, and after the response is completed, the operator terminal device 13 for the operator is operated to complete the call process.

[0060] On the other hand, when there is no response from the customer as a result of the counter staff TL calling the reception number on the lobby display terminal device 17 and the counter display terminal device 18, the counter staff TL performs a selection operation for absence processing for the reception number on the operator terminal device 13 for the operator.

[0061] For example, if the counter staff TL of the high counter 301 calls up the reception number on the lobby display terminal device 17 and the counter display terminal device 18 and there is no response from the customer, the counter staff TL selects, for example, the button display 62 of "Operation Item B", which is the "Absence Processing" button among the operation items A to F displayed on the display unit 132 of the dedicated operation terminal device 13 for the staff, and performs a pressing operation on the button display 62 of "Operation Item B". Also, for example, if the counter staff TL of the low counter 302 calls up the reception number on the lobby display terminal device 17 and the counter display terminal device 18 and there is no response from the customer, the counter staff TL selects, for example, the button display 72 of "Operation Item H", which is the "Absence Processing" button among the operation items G to J displayed on the display unit 132 of the dedicated operation terminal device 13 for the staff, and performs a pressing operation on the button display 72 of "Operation Item H".

[0062] Then, the input unit 131 of the dedicated operation terminal device 13 for the staff where the absence processing operation has been performed detects this operation, and the control unit 134 of this dedicated operation terminal device 13 outputs a signal for absence processing including the reception number targeted for absence processing on this dedicated operation terminal device 13 to the server device 20. In response to this, the server device 20 stores the reception number as an absence processing number in the management data 201 and transmits it to the lobby display terminal device 17 and the office display terminal device 16. Then, the control unit 174 of the lobby display terminal device 17 deletes the display of the reception number from the area of the display unit 172 that displays the reception number to be called, and displays the reception number in the area that displays the absence processing number, indicating to the customers in the lobby and others that the reception number has been called.

[0063] <Function for switching operation items> Next, based on FIG. 3, the function for switching the operation item groups in the dedicated operation terminal device 13 for the staff, the dedicated operation terminal device 14 for the lobby attendant, and the dedicated operation terminal device 15 for the administrator described above will be described.

[0064] As described above, for each of the operator terminal device 13 for the person in charge, the lobby attendant terminal device 14, and the administrator terminal device 15, a plurality of operation items corresponding to the work of the user having the user identification information input at the time of login are set as an operation item group. Then, such an operation item group is displayed as a menu on the display unit 132 of the operator terminal device 13 for the person in charge, on the display unit 142 of the lobby attendant terminal device 14, and on the display unit 152 of the administrator terminal device 15, respectively.

[0065] For example, as shown in FIG. 3, as appropriate operations for the work of the counter staff TL at the high counter 301 of the service counter 30, a first operation item group including operation items A, B, C, D, E, and F is set. Also, as appropriate operations for the work of the staff at the low counter 302 of the service counter 30, a second operation item group including operation items G, H, I, and J is set. Also, as appropriate operations for the work of the lobby attendant LA, a third operation item group including operation items K, L, M, and N is set. Also, as appropriate operations for the work of the administrator MG, a fourth operation item group including operation items O, P, and Q is set. These first to fourth operation item groups are stored in the setting data 202 of the server device 20.

[0066] These operation item groups are associated with the roles of the bank counter staff TL, lobby attendant LA, administrator MG, etc., and the availability of use is determined for each of the counter staff TL, lobby attendant LA, and administrator MG, in other words, for each user identification information.

[0067] In an embodiment, a counter staff TL for general counter operations can select one from the first and second operation item groups. Also, a lobby attendant LA can select the third operation item group. Further, an administrator can select one from the first to third operation item groups and the fourth operation item group. When the same person can be in charge of both the counter staff TL and the lobby attendant LA, when logging in with the user identification information of this person, one can be selected from the first to third operation item groups.

[0068] For example, when logged in with the user identification information of the counter staff TL, when the input unit 131 detects that a button display (not shown) of "responsible person switching" displayed on the display unit 132 has been pressed, the control unit 134 can select one of the operation item groups from the first operation item group corresponding to the operations at the high counter 301 and the second operation item group corresponding to the operations at the low counter 302 according to the operations at the high counter 301. That is, as shown in FIG. 5, in a state where the first operation item group for the high counter 301 is displayed as a menu on the operation screen for the staff on the display unit 132, and as shown in FIG. 6, in a state where the second operation item group for the low counter 302 is displayed as a menu on the operation screen for the staff on the display unit 132, when the input unit 131 detects that a predetermined button display (not shown) of "responsible person switching" on the display unit 132 has been pressed, the control unit 134 causes the selection screen shown in FIG. 4 to be displayed on the display unit 132. Thereby, the selection can be redone.

[0069] In FIG. 4, when the input unit 131 detects that the button display 51 for "high counter" displayed on the display unit 132 has been pressed, that is, that the first operation item group has been selected, the control unit 134 causes the display unit 132 to display operation items A to F included in the selected first operation item group as shown in FIG. 5, enabling selection operations for these operation items A to F. Also, in FIG. 4, when the input unit 131 detects that the button display 52 for "low counter" displayed on the display unit 132 has been pressed, that is, that the second operation item group has been selected, the control unit 134 causes the display unit 132 to display operation items G to J included in the selected second operation item group as shown in FIG. 6, enabling selection operations for these operation items G to J. Thus, it becomes possible to change from a state where the first operation item group for the high counter 301 is displayed on the display unit 132 to a state where the second operation item group for the low counter 302 is displayed on the display unit 132, or to change from a state where the second operation item group for the low counter 302 is displayed on the display unit 132 to a state where the first operation item group for the high counter 301 is displayed on the display unit 132.

[0070] Also, for example, when logged in with user identification information capable of handling the counter staff TL and the lobby attendant LA, when the input unit 131 detects that the button display (not shown) of "Responsibility Switch" displayed on the display unit 132 is pressed, the operator terminal device 13 enables the selection operation of one operation item group from the first operation item group corresponding to the business at the high counter 301, the second operation item group corresponding to the business at the low counter 302, and the third operation item group corresponding to the business of the lobby attendant LA. In this case, the control unit 134 causes the display unit 132 to display, in addition to the button display 51 for the high counter and the button display 52 for the low counter, a button display (not shown) for the lobby attendant. Then, in this state, when the input unit 131 detects that the button display 51 for the high counter has been pressed and when the input unit 131 detects that the button display 52 for the low counter has been pressed, the control unit 134 causes the display unit 132 to display the same displays as described above, respectively. On the other hand, when the input unit 131 detects that the button display for the lobby attendant, that is, the third operation item group has been selected, the control unit 134 causes the display unit 132 to display the operation items K to N included in the selected third operation item group, and enables the selection operation of these operation items K to N.

[0071] Here, in the conventional reception system, the operation terminal device carried by each operator is a dedicated device that functions with software corresponding to the business of the operator, and the operation items provided for each operation terminal device (for example, the operator terminal device) are determined. For example, the operation terminal device for the low counter only displays the operation item group (in the embodiment, the first operation item group) set as the low counter business, and can only be selected from within this operation item group. Therefore, when an operator moves from the low counter to the high counter and performs business at the high counter, for example, the operator has to use the operation terminal device for the high counter, and the handling of the operation terminal device has become complicated.

[0072] In the reception system 1 of the embodiment, when one of the plurality of first operation item groups and the second operation item group, each including one or more operation items, is selected by an input to the input unit 131 of the operator terminal device 13 for the counter staff TL, the control unit 134 causes the selected operation item group to be displayed on the display unit 132. Therefore, in the operator terminal device 13, the selectable operation item groups can be switched, and it is possible to quickly respond to a plurality of operations such as the operations at the high counter 301 and the low counter 302.

[0073] Note that in the operator terminal device 13 for the staff, the control unit 134 may cause the display unit 132 to display one selected by the input unit 131 from among a pattern of displaying only the first operation item group, a pattern of displaying only the second operation item group, and a pattern of displaying both the first operation item group and the second operation item group. In this case, the control unit 134 performs a button display of "for high counter" or a button display of "for low counter" on the display unit 132. Note that the control unit 134 may perform a button display of "all displays" that performs all button displays. When the input unit 131 detects that the button display of "for high counter" has been pressed and when the input unit 131 detects that the button display of "for low counter" has been pressed, the control unit 134 causes the display unit 132 to display the same displays as described above, respectively. On the other hand, when the input unit 131 detects that the button display of "all displays" has been pressed, the control unit 134 causes the button displays of operation items A to J to be displayed on the display unit 132, and the selection operations of these operation items A to J become possible. That is, when at least one of the plurality of first operation item groups and the second operation item group is selected in the input unit 131, the control unit 134 causes the selected operation item group to be displayed on the display unit 132.

[0074] Furthermore, the control unit 134 can also cause the display unit 132 to display one operation item selected by the input unit 131 from among three or more operation item groups each containing one or more operation items, or two operation items selected by the input unit 131, or all three operation items. In other words, the input unit 131 selects at least one operation item group from among a plurality of operation item groups each containing one or more operation items, and the control unit 134 causes the display unit 132 to display the operation items included in the operation item group selected by the input unit 131.

[0075] <Test mode function> Next, the test mode will be described. The server device 20 is capable of executing a test mode for performing various operation tests on at least one of the reception terminal device 11, ticket issuing terminal device 12, operation terminal devices 13 to 15, office display terminal device 16, lobby display terminal device 17, and counter display terminal device 18 that constitute the reception system 1. For example, the test mode is used when testing the ticket issuing function of the ticket issuing terminal device 12, the display functions of the lobby display terminal device 17 and the counter display terminal device 18, etc. in the store. This test mode is a mode different from the normal business mode for actual customer service in the store.

[0076] In the conventional reception system, there was a problem that the test history (log) and the history (log) of actual customer service, etc. were not stored separately, and both histories were mixed and output during log analysis and the display of forms, etc. Also, when separating the test history and the history of actual customer service, etc., it was necessary to analyze which history each individual history was, which was very time-consuming.

[0077] Therefore, in the reception system 1 of the embodiment, a test mode is provided, and the first log in the test mode and the second log in the normal business mode that is not the test mode are clearly distinguished and stored in the management data 201 of the server device 20. In other words, the server device 20 has a test mode for performing an operation test on at least one of the reception terminal device 11, the ticket issuing terminal device 12, the operation terminal devices 13 to 15, and the display terminal devices 16 to 18, and distinguishes and stores the first log in this test mode and the second log in the normal business mode which is another mode.

[0078] Specifically, when the test mode is executed on the reception terminal, information indicating that it has been received in the test mode is transmitted to each operation terminal and the like. Then, the server device 20 outputs a control signal in the test mode to a predetermined one of the reception terminal device 11, the ticket issuing terminal device 12, the operation terminal devices 13 to 15, and the display terminal devices 16 to 18. Then, those that receive the control signal execute the test and transmit the status of various operations and the operation results in the test to the server device 20. Then, the server device 20 attaches a test flag indicating that it is the test mode to the history of various operations and the history of operation results received in the test mode state and stores them in the management data 201. On the other hand, the log of the normal business mode is stored in the management data 201 of the server device 20 without attaching a test flag. Thereby, the operation history etc. in the test mode and the operation history etc. in the normal business mode can be clearly distinguished and managed by the server device 20. In the setting management device 19, only the operation history etc. in the test mode can be read from the server device 20 and displayed on the display unit 192, or only the operation history etc. in the normal business mode can be read from the server device 20 and displayed on the display unit 192.

[0079] <Support function> Next, the support function will be described. This support function is a function that leaves a history (log) of the support provided and the support time when a person other than the person who made the call provides support on behalf of the person in charge.

[0080] For example, when a counter staff TL having the operator terminal device 13 for a predetermined high counter 301 is serving a customer and cannot serve other customers, other counter staff or the like may serve other customers in place of the counter staff TL of this high counter 301. In this case, this other counter staff can leave a log of how long and when they provided support by pressing the support button on the operator terminal device 13 they possess.

[0081] Thereby, in the reception system 1, by using this support function, the number of times a person other than the staff has supported the relevant staff remains as a support history (log) over time. Thus, in the support function, in the setting management device 19, the control unit 194 reads the support history from the management data 201 of the server device 20 and outputs it to forms and the like. By analyzing this, it is possible to visually confirm the history of who supported whom, and it is possible to effectively evaluate employees and improve the operations of the store.

[0082] <Multiple number selection calling function> Next, the multiple number selection calling function will be described.

[0083] The operator terminal device 13 for the staff can select one or more arbitrary reception numbers and call the selected reception numbers at once.

[0084] For example, the counter staff TL of the high counter 301 checks the received numbers in the call waiting state that are obtained by the control unit 134 of the staff operation terminal device 13 for their own use from the server device 20 and displayed on the display unit 132 of the staff operation terminal device 13. Then, the staff member selects, for example, operation item C, which is the "multiple number selection call" button among operation items A to F, and presses the button display 63 of "operation item C", which is the call operation for the received number. Then, the input unit 131 of this staff operation terminal device 13 detects this, and the control unit 134 of this staff operation terminal device 13 causes the display unit 132 of this staff operation terminal device 13 to display a plurality of selectable received numbers, enabling the input unit 131 of this staff operation terminal device 13 to select a plurality of received numbers. In this state, the counter staff TL selects any plurality of received numbers and presses the button display (not shown) of the "selection completed" button on the display unit 132 of this staff operation terminal device 13. Then, the input unit 131 of this staff operation terminal device 13 detects these, and the control unit 134 of this staff operation terminal device 13 outputs a signal indicating that these received numbers are to be called to the server device 20. Then, the server device 20 transmits signals indicating these received numbers from the received numbers in the call waiting state to the counter display terminal device 18, the lobby display terminal device 17, the office display terminal device 16, etc., and stores these received numbers as the called state in the management data 201.

[0085] As a result, for example, even if a customer has an early received number but the processing in the store is delayed and cannot be called, except for that customer, a plurality of customers whose processing has been completed can be called simultaneously.

[0086] In the multiple number selection call function, although the selection operation of a plurality of received numbers is possible, it is also possible to perform the selection operation of only one received number. In this case, the counter display terminal device 18, the lobby display terminal device 17, and the office display terminal device 16 display only this one received number.

[0087] <Transfer reception function> Next, the transfer reception function will be described.

[0088] For example, the counter staff TL of the high counter 301 checks the received number in the call waiting state obtained by the control unit 134 of the operation terminal device 13 for the staff from the server device 20 and displayed on the display unit 132 of the operation terminal device 13 for the staff, selects, for example, operation item D which is the "transfer reception" button among operation items A to F, and performs a pressing operation on the button display 64 of "operation item D". When the input unit 131 of this operation terminal device 13 for the staff detects this, the control unit 134 of this operation terminal device 13 for the staff causes the input screen of the "received number" to be received to be displayed on the display unit 152 of this operation terminal device 13 for the staff. When the "received number" to be received is input by the input unit 151 of this operation terminal device 13 for the staff, a signal including the received received number and the user identification information logged in to this operation terminal device 13 for the staff is output to the server device 20. Then, the server device 20 stores the content included in this signal in the management data 201 as a history (log).

[0089] That is, when the input unit 131 of the operation terminal device 13 for the staff detects that the "transfer reception" button displayed on the display unit 132 has been pressed, the counter staff TL can receive the customer called by another counter staff TL. That is, by performing transfer reception processing on one operation terminal device 13 for the staff, the counter staff TL using this one operation terminal device 13 can handle at their own window the customer with the received number called to the office display terminal device 16, the lobby display terminal device 17, and the counter display terminal device 18 by the operation of another operation terminal device 13 for the staff, and the server device 20 stores the content in the management data 201 as a history (log).

[0090] <Special number designated call function> Next, the special number designated call will be described.

[0091] On the operator's operation terminal device 13, the special number designated call function can be selected. For example, the counter attendant TL of the high counter 301 selects operation item E, which is set as the "special number designated call" button among operation items A to F, and presses the button display 65 of "operation item E". When the input unit 131 of the operator's operation terminal device 13 detects this operation, the control unit 134 of the operator's operation terminal device 13 sends a signal to that effect to the server device 20. Then, the server device 20 sends the special number that is preset in the setting management device 19 and stored in the management data 201 of the server device 20 to the counter display terminal device 18, the lobby display terminal device 17, and the office display terminal device 16 that correspond one-to-one with this operator's operation terminal device 13. When receiving the signal indicating this special number from the server device 20, the control unit 184 of the counter display terminal device 18 causes the display unit 182 of this counter display terminal device 18 to display this special number. Also, when receiving the signal indicating this special number from the server device 20, the control unit 174 of the lobby display terminal device 17 causes the display unit 172 to display this special number. Also, when receiving the signal indicating this special number from the server device 20, the control unit 164 of the office display terminal device 16 causes the display unit 162 to display this special number.

[0092] Here, this special number is not the received number numbered by the operation on the reception terminal device 11. Therefore, there is no customer corresponding to this special number, and only the number is displayed. Thus, by using this special number, information transmission among employees within the store can be performed.

[0093] Also, the special number information set in the setting management device 19 is set as a number that is not numbered. Thereby, the server device 20 does not number the special number. Thus, if a number that is not desired to be numbered (for example, numbers not suitable for use such as 4444, 9999, etc.) is set as the special number, it is possible to avoid issuing numbered tickets printed with numbers that are not desired to be numbered.

[0094] <Reception cancellation function> Next, the reception cancellation function will be described.

[0095] On the operator terminal device 13 for the person in charge, a reception cancellation function is selectable. For example, the counter staff TL at the high counter 301 selects the operation item F set as the "Reception Cancellation" button among the operation items A to F, and presses the button display 66 of the "Operation Item F". When the input unit 131 of the operator terminal device 13 for the person in charge detects this operation, the control unit 134 of this operator terminal device 13 for the person in charge causes the display unit 132 of this operator terminal device 13 for the person in charge to display a screen for selecting one or more reception numbers to be cancelled from among a plurality of reception numbers in the standby state. In this state, when the counter staff TL selects one or more reception numbers to be cancelled by a pressing operation and presses the button display (not shown) of the "Determine" button on the display unit 132 of this operator terminal device 13 for the person in charge, the input unit 131 of this operator terminal device 13 for the person in charge detects these, and the control unit 134 of this operator terminal device 13 for the person in charge outputs a signal to the server device 20 indicating that the selected one or more reception numbers are to be cancelled. Then, the server device 20 cancels the processing corresponding to the selected one or more reception numbers from the reception numbers in the call waiting state.

[0096] <Operation confirmation function> Next, the operation confirmation function will be described.

[0097] In the control unit 134 of the operator terminal device 13 for the person in charge, etc., before executing the operation function, a confirmation display such as a pop-up is displayed on the display unit 132. In the <flow of reception and call processing> described above, for example, the counter staff TL of the high counter 301 obtains, through the control unit 134 of the operator terminal device 13 for the person in charge for himself / herself, the reception number waiting for a call that is displayed on the display unit 132 of this operator terminal device 13 for the person in charge, checks it, selects, for example, operation item A which is the "normal call" button among operation items A to F, and performs a pressing operation on the button display 61 of "operation item A" which is the call operation for the said reception number. Then, the input unit 131 of the operator terminal device 13 for the person in charge in which the call operation for the said reception number has been performed detects the call operation for the said reception number, and the control unit 134 of this operator terminal device 13 for the person in charge displays a confirmation screen (not shown) of the reception number on the display unit 132 of this operator terminal device 13 for the person in charge. On the other hand, when the input unit 131 of the operator terminal device 13 for the person in charge detects that the button display (not shown) of the "Yes" button on the display unit 132 of this operator terminal device 13 for the person in charge has been pressed, the control unit 134 of this operator terminal device 13 for the person in charge outputs a signal indicating that the said reception number is to be called to the server device 20.

[0098] Thereby, the counter staff TL can confirm the operation he / she has performed once and then confirm it, and can prevent incorrect operations.

[0099] <Daily / Monthly Processing List Function> Next, the daily / monthly processing list function will be described.

[0100] In the reception system 1, in operation terminal devices such as the operator terminal device 13 for the person in charge, the lobby attendant terminal device 14, and the administrator terminal device 15, data such as the number of customer responses, average response time, and response operations are transmitted to the server device 20 in association with the user identification information. In the management data 201 of the server device 20, data such as the number of customer responses, average response time, and response operations for each user identification information are classified and associated on a daily or monthly basis and stored.

[0101] In the operator terminal device 13 for the person in charge, only the data associated with the logged-in user identification information can be read by the control unit 134 from the server device 20 and displayed on the display unit 132. Therefore, the counter staff TL who has performed the reading can refer to the data displayed on the display unit 132. Also, in the lobby attendant's operation terminal device 14, only the data associated with the logged-in user identification information can be read from the server device 20 and displayed on the display unit 142. Therefore, the lobby attendant LA who has performed the reading can refer to the data displayed on the display unit 142. Further, in the administrator's operation terminal device 15, all the data of the user identification information can be read from the server device 20 and displayed on the display unit 152. Therefore, the administrator MG who has performed the reading can refer to the data displayed on the display unit 152.

[0102] As a result, the counter staff TL and the lobby attendant LA can visually recognize numerically the number of customer responses per day and per month, the average response time, and the response operations, etc. of themselves, and can be used for analysis such as business improvement. On the other hand, the administrator MG can visually recognize numerically the number of customer responses per day and per month, the average response time, and the response operations, etc. of all employees such as the counter staff TL and the lobby attendant LA, and can be used for analysis such as business improvement of the entire store.

[0103] <Setting function> Next, each setting function of the reception system 1 will be described with reference to FIGS. 7 to 11.

[0104] FIG. 7 is an example of an account setting screen of the setting management device 19. FIG. 8 is an example of a system setting screen of the setting management device 19. FIG. 9 is an example of an operation item group setting screen of the setting management device 19. FIG. 10 is an example of an operation item group setting screen of the setting management device 19. FIG. 11 is an example of an operation item group setting screen of the setting management device 19.

[0105] The setting data 202 of the server device 20 stores account setting data, system setting data, and operation item group setting data.

[0106] As shown in FIG. 7, which shows an example of the display on the display unit 192 when setting the account setting data in the setting management device 19, the account setting data includes setting data of basic enterprise information such as user IDs related to transactions, business classification names, businesses, and numbering groups. Furthermore, it includes contract content data indicating the contract content and setting data of store information related to the store of the user.

[0107] The system setting data is data related to each setting of the reception system 1. As shown in FIG. 8, which shows an example of the display on the display unit 192 when setting the system setting data in the setting management device 19, the system setting data includes, for example, data related to common parameter settings, data related to the display content and operation item groups displayed on each operation terminal device such as the reception terminal device 11, the operator operation terminal device 13, the lobby attendant operation terminal device 14, and the administrator operation terminal device 15, and each display terminal device such as the office display terminal device 16, the lobby display terminal device 17, and the counter display terminal device 18.

[0108] As shown in FIG. 9, which shows an example of the display on the display unit 192 when setting the operation item group setting data in the setting management device 19, the operation item group setting data includes setting data of the screen configuration of the reception terminal device 11, and includes setting data of the operator operation terminal device 13, setting data of the lobby attendant operation terminal device 14, setting data of the administrator operation terminal device 15, and setting data of the office display terminal device 16.

[0109] The setting management device 19 refers to the setting data 202 of the server device 20 to perform account setting, system setting, and operation item group setting, and stores the set data in the setting data 202.

[0110] For example, a case where the setting management device 19 refers to the setting data 202 of the server device 20 and executes operation item group setting will be described. The server device 20 stores, in the setting data 202, parameters used for changing the screen operation item groups of each terminal device such as the reception terminal device 11, the operator terminal device 13 for the person in charge, the operator terminal device 14 for the lobby attendant, the operator terminal device 15 for the administrator, and the office display terminal device 16.

[0111] When operation item group setting is selected and input by the input unit 191 of the setting management device 19, the control unit 194 of the setting management device 19 causes the display unit 192 to display a display for selecting which terminal device to set, such as setting of the operator terminal device 13 for the person in charge, setting of the operator terminal device 14 for the lobby attendant, setting of the operator terminal device 15 for the administrator, setting of the reception terminal device 11, and setting of the office display terminal device 16, the counter display device, and the lobby display device, as shown in FIG. 9.

[0112] FIG. 9 shows a case where the screen setting of the reception terminal device 11 is selected by the input unit 191 of the setting management device 19. In this screen setting, it is possible to set the reception screen and the guidance screen used in the reception terminal device 11, and the device ID, device name, terminal device name, design name, screen configuration, etc. are displayed.

[0113] When the reception screen setting of the reception terminal device 11 is selected by the input unit 191 of the setting management device 19, as shown in FIG. 10, the control unit 194 of the setting management device 19 causes the fixed parameter fields 401, 402, 406, 407, 411, 412 and each setting parameter field 403 to 405, 408 to 410, 413 to 415 to be displayed on the left side of the display unit 192 so as to perform the reception screen setting. At the same time, the control unit 194 causes the screen layout 420 based on the fixed parameter fields 401, 402, 406, 407, 411, 412 and each setting parameter field 403 to 405, 408 to 410, 413 to 415 to be displayed on the right side of the display unit 192.

[0114] In an example of the embodiment shown in FIG. 10, as "Button 1", the function called by an individual customer is displayed in the fixed parameter field 401, and "Individual customer" is displayed in the fixed parameter field 402 that displays the display text. The display of this "Button 1" is fixed. In contrast, the font size of the display text is set to be selectable in the setting parameter field 403, the button color that is the background color of the button display is set to be selectable in the setting parameter field 404, and the character color that is the color of the display text is set to be selectable in the setting parameter field 405. The control unit 194 uses the button color set in the setting parameter field 404 as the background color in the uppermost predetermined area corresponding to "Button 1" in the button display area 421 of the screen layout 420 on the right side of the display unit 192, and on top of that, displays the display text of "Individual customer" displayed in the fixed parameter field 402 in the first button display 422 with the font size set in the setting parameter field 403 and the character color set in the setting parameter field 405.

[0115] Also, in an example of the embodiment shown in FIG. 10, as "Button 2", the function called by a corporate customer is displayed in the fixed parameter field 406, and "Corporate customer" is displayed in the fixed parameter field 407 that displays the display text. The display of this "Button 2" is also fixed. In contrast, the font size of the display text is set to be selectable in the setting parameter field 408, the button color that is the background color of the button display is set to be selectable in the setting parameter field 409, and the character color that is the color of the display text is set to be selectable in the setting parameter field 410. Then, the control unit 194 uses the button color set in the setting parameter field 409 as the background color in the second predetermined area from the top corresponding to "Button 2" in the button display area 421 of the display unit 192, and on top of that, displays the display text of "Corporate customer" displayed in the fixed parameter field 407 in the second button display 423 with the font size set in the setting parameter field 408 and the character color set in the setting parameter field 410.

[0116] Also, in an example of the embodiment shown in FIG. 10, as the "Button 3", the function called by the person consulting about lost property or theft is displayed in the fixed parameter field 411, and "Consultation on Lost Property or Theft" is displayed in the fixed parameter field 412 for displaying the display text. The display of this "Button 3" is fixed. On the other hand, the font size of the display text is set to be selectable in the setting parameter field 413, the button color which is the background color of the button display is set to be selectable in the setting parameter field 414, and the character color which is the color of the display text is set to be selectable in the setting parameter field 415. Then, the control unit 194 uses the button color set in the setting parameter field 414 as the background color in the third predetermined area from the top corresponding to the "Button 3" in the button display area 421 of the display unit 192, and on top of that, the display text of "Consultation on Lost Property or Theft" displayed in the fixed parameter field 412 is displayed in the font size set in the setting parameter field 413 and the character color set in the setting parameter field 415, and the third button display 424 is displayed.

[0117] In this way, the screen layout 420 displayed on the display unit 192 of the setting management device 19 is stored in the setting data 202 of the server device 20 after the setting, and becomes the same as the screen layout of the reception screen of the display unit 112 of the reception terminal device 11 that reads and displays this.

[0118] That is, in the setting management device 19, when the parameters of the reception screen are changed in the setting parameter fields 403 to 405, 408 to 410, 413 to 415 displayed on the display unit 192, the screen layout 420 of the reception screen is changed and simultaneously displayed on the display unit 192. In other words, the setting management device 19 displays on the same screen on the display unit 192 the parameter selection screen and the screen layout 420 changed by the parameters selected on this selection screen. Thereby, the settings changed in real time can be confirmed by the display unit 192.

[0119] When the button display of "Individual Customer" is pressed on the display unit 112 of the reception terminal device 11 set as described above, the server device 20 assigns a reception number for an individual customer, and the ticket issuing terminal device 12 issues a reception ticket with this reception number printed thereon. Also, when the button display of "Corporate Customer" is pressed on the display unit 112 of the reception terminal device 11, the server device 20 assigns a reception number for a corporate customer, and the ticket issuing terminal device 12 issues a reception ticket with this reception number printed thereon. Further, when the button display of "Consultation on Lost Property / Theft" is pressed on the display unit 112 of the reception terminal device 11, the server device 20 assigns a reception number, and the ticket issuing terminal device 12 issues a reception ticket with this reception number printed thereon.

[0120] On the display screen of the display unit 192 of the setting management device 19 as shown in FIG. 9, when the operation screen setting of the operator terminal device 13 is selected by the input unit 191, the control unit 194 of the setting management device 19 causes the operation screen of the operator terminal device 13 to be set. As shown in FIG. 11, on the left side of the display unit 192, each setting parameter column 501, 503 to 514 and the fixed parameter column 502 are displayed, and at the same time, the screen layout 520 by these setting parameter columns 501, 503 to 514 and the fixed parameter column 502 is displayed on the right side of the display unit 192. In other words, here too, the setting management device 19 displays on the same screen on the display unit 192 a parameter selection screen and a screen layout changed by the parameters selected on this selection screen.

[0121] For example, in the example shown in FIG. 11, 11 buttons indicating the number of buttons are selected and set in the setting parameter field 501, and "Complete" which is fixed is displayed in the fixed parameter field 502 as "Button 1". On the other hand, the option of having button colors which can be selected and set is selected and set in the setting parameter field 503. Then, the control unit 194 causes 11 button displays 522 to 532 to be displayed in a predetermined layout within the button display area 521 of the screen layout 520 on the right side of the display unit 192. Further, the control unit 194 causes the button display 522 of the "Complete" button, which is an operation item for displaying the text "Complete" displayed in the fixed parameter field 502, to be displayed in a state with a background color in a predetermined first display area in the lower left within the button display area 521.

[0122] Also, in the example shown in FIG. 11, "Normal Call" is selected and set in the setting parameter field 504 as "Button 2", and the option of having button colors is selected and set in the setting parameter field 505. Then, the control unit 194 causes the button display 523 of the "Normal Call" button, which is an operation item for displaying the text "Normal Call" selected and set in the setting parameter field 504, to be displayed in a state with a background color in a predetermined second display area in the lower right within the button display area 521 of the display unit 192.

[0123] Also, in the example shown in FIG. 11, "Continuous Call" is selected and set in the setting parameter field 506 as "Button 3". Then, the control unit 194 causes the button display 524 of the "Continuous Call" button, which is an operation item for displaying the text "Continuous Call" selected and set in the setting parameter field 506, to be displayed in a predetermined third display area on the upper left of the first display area where the button display 522 of the "Complete" button within the button display area 521 of the display unit 192 is displayed.

[0124] Also, in the example shown in FIG. 11, as “Button 4”, “Multiple Number Selection Call” is selected and set in the setting parameter field 507. Then, the control unit 194 causes the button display 525 of the “Multiple Number Selection Call” button, which is an operation item with the text of “Multiple Number Selection Call” selected and set in the setting parameter field 507, to be displayed in a predetermined fourth display area on the right side of the third display area where the button display 524 of the “Continuous Call” button in the button display area 521 of the display unit 192 is displayed.

[0125] Also, in the example shown in FIG. 11, as “Button 5”, “Absence Processing” is selected and set in the setting parameter field 508. Then, the control unit 194 causes the button display 526 of the “Absence Processing” button, which is an operation item with the text of “Absence Processing” selected and set in the setting parameter field 508, to be displayed in a predetermined fifth display area above the third display area where the button display 524 of the “Continuous Call” button in the button display area 521 of the display unit 192 is displayed.

[0126] Also, in the example shown in FIG. 11, as “Button 6”, “Call after Absence” is selected and set in the setting parameter field 509. Then, the control unit 194 causes the button display 527 of the “Call after Absence” button, which is an operation item with the text of “Call after Absence” selected and set in the setting parameter field 509, to be displayed in a predetermined sixth display area on the right side of the fifth display area where the button display 526 of the “Absence Processing” button in the button display area 521 of the display unit 192 is displayed.

[0127] Also, in the example shown in FIG. 11, as “Button 7”, “Backward Processing” is selected and set in the setting parameter field 510. Then, the control unit 194 causes the button display 528 of the “Backward Processing” button, which is an operation item with the text of “Backward Processing” selected and set in the setting parameter field 510, to be displayed in a predetermined seventh display area on the right side of the sixth display area where the button display 527 of the “Call after Absence” button in the button display area 521 of the display unit 192 is displayed.

[0128] Also, in the example shown in FIG. 11, as the "button 8", "call after post - processing" is selected and set in the setting parameter field 511. Then, the control unit 194 causes the button display 529 of the "call after post - processing" button, which is an operation item with the text of "call after post - processing" selected and set in the setting parameter field 511, to be displayed in a predetermined eighth display area on the right side of the seventh display area where the button display 528 of the "post - processing" button in the button display area 521 of the display unit 192 is displayed.

[0129] Also, in the example shown in FIG. 11, as the "button 9", "call cancellation" is selected and set in the setting parameter field 512. Then, the control unit 194 causes the button display 530 of the "call cancellation" button, which is an operation item with the text of "call cancellation" selected and set in the setting parameter field 512, to be displayed in a predetermined ninth display area above the sixth display area where the button display 527 of the "absent call" button in the button display area 521 of the display unit 192 is displayed.

[0130] Also, in the example shown in FIG. 11, as the "button 10", "reception cancellation" is selected and set in the setting parameter field 513. Then, the control unit 194 causes the button display 531 of the "reception cancellation" button, which is an operation item with the text of "reception cancellation" selected and set in the setting parameter field 513, to be displayed in a predetermined tenth display area on the right side of the ninth display area where the button display 530 of the "call cancellation" button in the button display area 521 of the display unit 192 is displayed.

[0131] Also, in the example shown in FIG. 11, as the "button 11", "completion cancellation" is selected and set in the setting parameter field 514. Then, the control unit 194 causes the button display 532 of the "completion cancellation" button, which is an operation item with the text of "completion cancellation" selected and set in the setting parameter field 514, to be displayed in a predetermined eleventh display area on the right side of the tenth display area where the button display 531 of the "reception cancellation" button in the button display area 521 of the display unit 192 is displayed.

[0132] Instead, for example, if "Continuous Call" is selected and set as "Button 2", the control unit 194 causes a button display of a "Continuous Call" button as an operation item to be displayed in a predetermined second display area at the lower right within the button display area 521 of the display unit 192. Further, for example, if "Multiple Number Selection Call" is selected and set as "Button 2", the control unit 194 causes a button display of a "Multiple Number Selection Call" button as an operation item to be displayed in a predetermined second display area at the lower right within the button display area 521 of the display unit 192.

[0133] Then, when an operation for determining the screen layout set in the setting parameter field is input by the input unit 191 of the setting management device 19, the control unit 194 causes the setting data 202 of the server device 20 to store this screen layout as the screen layout of the operation screen of the operator terminal device 13 for the person in charge. Then, thereafter, the operator terminal device 13 for the person in charge has its control unit 134 communicate with the setting data 202 of the server device 20, read out this screen layout, and display it on the display unit 132. That is, what is displayed in the screen layout 520 on the right side of the display unit 192 in the operation screen setting of the setting management device 19 is similarly displayed on the display unit 132 of the operator terminal device 13 for the person in charge.

[0134] In the embodiment, an example in which the reception system according to the present invention is applied to the reception system 1 of a bank has been described, but the present invention is not limited thereto. For example, it can also be suitably applied to reception systems in stores of insurance companies and securities companies, and reception systems in post offices, hospitals, government offices, stores, etc.

[0135] As described above, in the embodiment (1) An operator terminal device 13 (operation terminal device) having a display unit 132 and a control unit 134, the operator terminal device 13 for the person in charge having an input unit 131 (operation selection unit) for selecting at least one operation item group out of a plurality of operation item groups each including one or more operation items, and the control unit 134 causing the operation items included in the operation item group selected by the input unit 131 to be displayed on the display unit 132.

[0136] With such a configuration, the operator terminal device 13 for the person in charge can display an operation item suitable for use on the display unit 132 according to the selection at the input unit 131. Therefore, further smoothness of the work in the store becomes possible.

[0137] (2) Based on the position information of the operator terminal device 13 for the person in charge, the input unit 131 selects at least one of the plurality of operation item groups.

[0138] With such a configuration, based on the position information of the operator terminal device 13 for the person in charge, an operation item suitable for use can be automatically displayed on the display unit 132. Therefore, further smoothness of the work in the store becomes possible.

[0139] (3) It has a server device 20 provided to be communicable with the operator terminal device 13 for the person in charge. In the server device 20, the operation item group and the identification information of the user who uses the operator terminal device 13 for the person in charge are associated and stored. The input unit 131 enables only the operation item group based on the identification information of the user to be selected.

[0140] With such a configuration, only the operation item group based on the identification information of the user is displayed on the display unit 132. Therefore, the operation of an operation item without permission can be restricted.

[0141] (4) It has a reception terminal device 11 that receives an input operation, and an issuing terminal device 12 that issues a numbered ticket with a predetermined number based on the reception result at the reception terminal device 11. The server device 20 has a test mode for performing an operation test on at least one of the reception terminal device 11 and the operator terminal device 13 for the person in charge, and stores the first log in the test mode and the second log in other modes separately.

[0142] With such a configuration, it becomes unnecessary to manually separate the first log in the test mode from the second log in other modes, and it becomes possible to further streamline the operations within the store.

[0143] (5) After the server device 20 accepts a predetermined number using the first operator's operation terminal device 13 (operation terminal device), it allows the second administrator's operation terminal device 15 (operation terminal device) to accept the predetermined number and stores a log indicating the acceptance.

[0144] With such a configuration, when the user of the first operator's operation terminal device 13 is assisted by the user of the other second administrator's operation terminal device 15, it is possible to easily provide assistance and store a log of the assistance.

[0145] (6) The server device 20 stores parameters used for changing the screen layout of each terminal device, and displays a parameter selection screen and the screen layouts 420, 520 changed according to the parameters selected on the selection screen on the same screen.

[0146] With such a configuration, it is possible to select parameters while confirming the screen layouts 420, 520. Therefore, since the position of the button can be appropriately changed according to the operations, it is possible to appropriately display the necessary buttons.

Explanation of Reference Numerals

[0147] 11 Reception terminal device 12 Ticket issuing terminal device 13 Operator's operation terminal device (operation terminal device, first operation terminal device) 15 Administrator's operation terminal device (second operation terminal device) 20 Server device 131 Input unit (operation selection unit) 132 Display unit 134 Control unit 420, 520 Screen layout

Claims

1. An operation terminal device having a display unit and a control unit, wherein the control unit, from among a plurality of operation item groups including one or more operation items associated with at least one of the user's business and the user's identification information, acquires any one operation item group corresponding to at least one of the user's business and the user's identification information, causes the operation items included in the acquired operation item group to be displayed on the display unit, and the control unit is a reception system that displays any one operation item group among the plurality of operation item groups based on the position information of the operation terminal device.

2. An operation terminal device having a display unit and a control unit, wherein the control unit, from among a plurality of operation item groups including one or more operation items associated with at least one of the user's business and the user's identification information, acquires any one operation item group corresponding to at least one of the user's business and the user's identification information, causes the operation items included in the acquired operation item group to be displayed on the display unit, has a server device provided communicably with the operation terminal device, wherein the operation item group and the identification information of the user using the operation terminal device are stored in the server device in an associated manner, and the control unit enables selection of an operation item group based on the identification information of the user, and the operation terminal device has a function of leaving a log of the fact that the user has provided support and the user's support time when the user has provided support for another user's business on behalf of another user.

3. An operation terminal device having a display unit and a control unit, wherein the control unit, from among a plurality of operation item groups including one or more operation items associated with at least one of the user's business and the user's identification information, acquires any one operation item group corresponding to at least one of the user's business and the user's identification information, causes the operation items included in the acquired operation item group to be displayed on the display unit, has a server device provided communicably with the operation terminal device, wherein the operation item group and the identification information of the user using the operation terminal device are stored in the server device in an associated manner, and the control unit enables selection of an operation item group based on the identification information of the user, and has a display terminal device provided communicably with the server device The reception system has a function of causing the display terminal device to display a special number for information transmission between users among the operation items.

4. An operation terminal device having a display unit and a control unit, wherein the control unit acquires any one of a plurality of operation item groups including one or more operation items associated with at least one of the user's business and the user's identification information according to at least one of the user's business and the user's identification information, causes the operation items included in the acquired operation item group to be displayed on the display unit, has a server device provided to be communicable with the operation terminal device, wherein the operation item group and the identification information of the user using the operation terminal device are stored in association with each other in the server device, and the control unit enables selection of an operation item group based on the identification information of the user, The operation item is a reception system having a function of setting a number that is not numbered as a reception number during reception processing.

5. An operation terminal device having a display unit and a control unit, wherein the control unit acquires any one of a plurality of operation item groups including one or more operation items associated with at least one of the user's business and the user's identification information according to at least one of the user's business and the user's identification information, causes the operation items included in the acquired operation item group to be displayed on the display unit, has a server device provided to be communicable with the operation terminal device, wherein the operation item group and the identification information of the user using the operation terminal device are stored in association with each other in the server device, and the control unit enables selection of an operation item group based on the identification information of the user, the operation terminal device transmits data on the number of customer responses, the average response time, and the response business in association with the identification information of the user to the server device, and the server device stores the data transmitted from the operation terminal device by categorizing them daily or monthly and associating them, The operation terminal device has a function of causing the display unit to display data on the number of customer responses, the average response time, and the response business for each identification information of the user, which are stored in the server device by categorizing them daily or monthly.

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