JP2013246619A - Reservation management server, reservation management method and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a reservation management server capable of guiding a customer according to a waiting situation of other customers to reduce the load on the customers.SOLUTION: A reservation management server communicates with electronic booking terminals to manage the reception of customers at a reception window. The reservation management server includes: a selection section that selects whether the reception processing for a customer should be first reception processing or second reception processing on the basis of the waiting situation at the reception window; a first reception processing section that executes the first reception processing; and a second reception processing section that executes the second reception processing. When the first reception processing is selected, the first reception processing section receives a booking completion notification representing that a customer has completed the booking from an electronic booking terminal and allots a waiting number of the customer. When the second reception processing is selected, the second reception processing section allots the reception waiting number to an other customer and guides the other customer to input booking on the electronic booking terminal.

Description

  The present invention relates to a reception management server, a reception management method, and a program.

  At the reception desk of a financial institution or the like, it is necessary for the customer to receive a number tag on which a reception waiting number is written at a reception terminal and to make a book entry on a book stand.

  Therefore, for example, a technique for issuing a number tag for a transaction type selected by a customer and a form associated with the reception type has been proposed, as in the technique described in Patent Document 1 below. With this technique, the customer does not need to select a form associated with the transaction type after receiving the number tag at the reception terminal.

  In addition, after the customer receives the number tag, the order of receipt may come while the form is being written, and the customer may be called by the counter.

  Thus, for example, a technique for calling a customer from a customer who has completed entry on an electronic entry stand, such as the technique described in Patent Document 2 below, has been proposed.

Japanese Patent Laid-Open No. 2002-207885 JP 2010-72971 A

  However, in the techniques described in Patent Documents 1 and 2, since the waiting status of the counter is not grasped, the customer needs to receive the number tag even when no other customer is waiting at the counter. There was a problem that the effort of was not sufficiently reduced.

  Therefore, the present invention has been made in view of the above problems, and an object of the present invention is to provide a new and improved reception management server, reception that can reduce the customer's trouble of waiting for reception. It is to provide a management method and a program.

  In order to solve the above-described problem, according to one aspect of the present invention, a reception management server that is capable of communicating with an electronic bookkeeping terminal and manages customer reception with respect to a window, on the basis of a reception waiting state with respect to the window , A selection unit that selects whether the reception process for the customer is a first reception process or a second reception process, a first reception processing unit that executes the first reception process, and the second And a second reception processing unit for executing the reception processing, and when the first reception processing is selected, the first reception processing unit indicates that the input of the form by the customer has been completed. The second reception processing unit assigns the customer to the customer when the customer's reception waiting number is assigned after receiving the notification of completion of the book entry from the electronic bookkeeping terminal and the second reception process is selected. After assigning the waiting number, before Characterized in that so as to perform input of a form by the customer to the electronic bookkeeping terminal, the acceptance management server is provided.

  In addition, the first reception processing unit determines whether or not another customer is waiting for reception after receiving a notification of completion of entry indicating that the entry of the form by the customer is completed from the electronic bookkeeping terminal. The customer's reception waiting number may be numbered when there is a customer waiting for reception, and the customer's reception waiting number may not be numbered when there is no other customer's reception waiting.

  In order to solve the above-described problem, according to another aspect of the present invention, a reception management server that is communicable with an electronic bookkeeping terminal and manages customer reception with respect to a window, the waiting state for reception with respect to the window A selection unit that selects whether the reception process for the customer is a first reception process or a second reception process; and a first reception processing unit that executes the first reception process; A second reception processing unit that executes the second reception processing, and when the first reception processing is selected, the first reception processing unit has completed the input of the form by the customer When receiving a first registration completion notification representing the above from the electronic bookkeeping terminal, it is determined whether or not another customer is waiting to be accepted, and if there is another customer waiting to be accepted, it is given to the customer Number the waiting for reception and wait for the reception It is determined whether or not the order of acceptance of the customer has arrived based on the issue number, and when the order of acceptance of the customer has arrived, the first call information for calling the customer to the window is the electronic bookkeeping terminal or The first call information is transmitted to the external device other than the electronic bookkeeping terminal, and the first call information is sent to the electronic device without assigning the reception waiting number to the customer when there is no reception waiting for the other customer. When sending to an external device other than the bookkeeping terminal or the electronic bookkeeping terminal, and the second acceptance processing is selected, the second acceptance processing section numbers the acceptance waiting number to be given to the customer, It is determined whether or not the customer acceptance order has arrived based on the reception waiting number, and when the customer acceptance order has arrived, the second entry completion indicating that the customer has completed the entry of the form Notification already received from the electronic bookkeeping terminal If it is, the second call information for calling the customer to the window is transmitted to an external device other than the electronic bookkeeping terminal. When a notification has not been received from the electronic bookkeeping terminal, the reception management server is provided, wherein the second call information is transmitted to the electronic bookkeeping terminal.

  In addition, when the second reception processing unit has not yet received the second booking completion notification from the electronic bookkeeping terminal when the customer's reception order has arrived, the second reception processing unit sends the reception order arrival notification. When input continuation information indicating continuation of entry of the form by the customer is received from the electronic bookkeeping terminal as a response to the notification of arrival of the acceptance order, the entry of the form by the customer is Wait until receiving from the electronic bookkeeping terminal a notification of completion of bookkeeping indicating completion, receiving from the electronic bookkeeping terminal information of the bookkeeping completion and information on the input items of the form entered by the customer, As a response to the acceptance order arrival notification, when input interruption information representing interruption of the input of the form by the customer is received from the electronic bookkeeping terminal, from the electronic bookkeeping terminal, Without receiving a book completion notification, among the input items of the form, you may receive information of the input items of the part entered by the customer.

  In addition, the customer reception waiting status is the number of customers waiting for the window, and the selection unit selects the first reception process when the number is less than a predetermined number, If the number of persons is greater than or equal to a predetermined number, the selection of the second reception process may be selected.

  The first or second reception processing unit receives the customer identification information from the electronic bookkeeping terminal, and holds the customer attribute information based on the customer identification information. Then, the attribute information included in the input item of the form may be acquired, and the attribute information included in the input item may be transmitted to the electronic bookkeeping terminal.

  The first or second reception processing unit receives information on the input items of the form input by the customer from the electronic bookkeeping terminal when transmitting the first or second call information. The information on the input item of the form may be transmitted to an information processing system used at the window.

  In order to solve the above problems, according to another aspect of the present invention, there is provided an electronic bookkeeping terminal capable of communicating with the above-described reception management server that manages customer reception with respect to a window, and an input operation of a form is performed. An electronic bookkeeping terminal is provided, comprising a calling unit for calling a staff member to support.

  In order to solve the above problem, according to another aspect of the present invention, there is provided a reception management method for managing customer reception for a window by a reception management server capable of communicating with an electronic bookkeeping terminal, wherein A selection step of selecting whether the reception process for the customer is the first reception process or the second reception process based on the waiting state; and the first reception process or the second reception process. A reception processing step for executing any one of the reception processes, wherein the first reception process receives the book entry completion notification indicating that the entry of the form by the customer is completed from the electronic bookkeeping terminal, and Including a step of numbering a reception waiting number, wherein the second reception process inputs the form by the customer to the electronic bookkeeping terminal after numbering the reception waiting number to be given to the customer Characterized in that it comprises a step of causing the acceptance management method is provided.

  In order to solve the above-mentioned problem, according to another aspect of the present invention, a reception management function capable of communicating with an electronic bookkeeping terminal in a computer and managing customer reception with respect to a counter, A selection function for selecting whether the reception process for the customer is the first reception process or the second reception process based on the reception waiting status, and the first reception process or the second reception process A reception management function including a reception processing function for executing any one of the reception processes, and when the first reception process is selected, the reception processing function is determined by the customer. This is a function for numbering the customer's reception waiting number after receiving a notification of completion of entry indicating that the entry of the form has been completed from the electronic bookkeeping terminal, and when the second reception process is selected, Acceptance processing function, after numbered reception waiting number to be assigned to the customer, wherein the an electronic bookkeeping function to perform input of a form by the customer to the terminal, the program is provided.

  As described above, according to the present invention, it is possible to reduce the trouble of the customer for waiting for reception.

It is explanatory drawing for demonstrating an example of the whole structure of the reception management system which concerns on 1st Embodiment of this invention. It is a functional block diagram which shows an example of a function structure of the reception management server which concerns on the same embodiment. It is a functional block diagram which shows an example of a function structure of the electronic bookkeeping terminal which concerns on the embodiment. It is a functional block diagram which shows an example of a function structure of the customer call apparatus which concerns on the embodiment. It is a sequence diagram which shows the 1st example of the flow of the process which each apparatus which comprises the reception management system which concerns on the same embodiment performs. It is a sequence diagram which shows the 2nd example of the flow of a process which each apparatus which comprises the reception management system which concerns on the same embodiment performs. It is a sequence diagram which shows the 3rd example of the flow of a process which each apparatus which comprises the reception management system which concerns on the same embodiment performs. It is a sequence diagram which shows the 3rd example of the flow of a process which each apparatus which comprises the reception management system which concerns on the same embodiment performs.

  Exemplary embodiments of the present invention will be described below in detail with reference to the accompanying drawings. In addition, in this specification and drawing, about the component which has the substantially same function structure, duplication description is abbreviate | omitted by attaching | subjecting the same code | symbol.

The description will be made in the following order.
1: Overall configuration of the reception management system 1 (FIG. 1)
2: Functional configuration of the reception management server 10 (FIG. 2)
2-1: Selection unit 102
2-2: First reception processing unit 104
2-3: Second reception processing unit 106
2-4: Communication unit 108
3: Functional configuration of the electronic bookkeeping terminal 12 (FIG. 3)
3-1: Operation detection unit 122
3-2: Identification information acquisition unit 130
3-3: Control unit 124
3-4: Display unit 126
3-5: Communication unit 128
3-6: Number tag issuing unit 132
4: Functional configuration of customer call device 14 (FIG. 4)
4-1: Control unit 144
4-2: Display unit 146
4-3: Audio output unit 147
4-4: Communication unit 148
5: Example of the flow of processing performed by each device of the reception management system 1 5-1: First example (configuration in which numbering is performed after entry of a form (when it is off); FIG. 5)
5-2: Second example (configuration in which a form is input after numbering (when crowded); FIG. 6)
5-3: Third example (configuration for confirming continuation or interruption of input with customer (another form during congestion); FIGS. 7 and 8)
6: Summary

<1: Overall configuration of the reception management system 1 (FIG. 1)>
Below, the whole structure of the reception management system 1 which concerns on this embodiment is demonstrated, referring FIG. In the following description, the term “customer” refers to one of the receiving customers, and the explanation will be focused on the “customer”. The “other customer” refers to a customer other than the above-mentioned “customer”.

  FIG. 1 is an explanatory diagram for explaining an example of the overall configuration of the reception management system 1 according to the present embodiment. The configuration shown in FIG. 1 is an example of the configuration of the reception management system 1, and some components may be changed, deleted, or added.

  As shown in FIG. 1, the reception management system 1 includes a reception management server 10, an electronic bookkeeping terminal 12, a customer calling device 14, a window terminal 16, and a customer information holding device 21. These devices constituting the reception management system 1 are connected by a wired or wireless network.

  The reception management server 10 is a server that controls the entire reception management system 1, manages reception by the electronic bookkeeping terminal 12, displays a waiting number on the customer calling device 14 based on the order of customer reception, Send the input items of the form entered by the customer to.

  The electronic bookkeeping terminal 12 is, for example, an electronic bookkeeping stand installed in a financial institution, a local public organization, or the like, and is a terminal for a customer to make a book entry and also a terminal for guiding a customer to the customer and issuing a reception waiting number. . The electronic bookkeeping terminal 12 is, for example, a terminal provided with a touch panel that can be operated with a finger, a touch pen, or the like.

  Further, the electronic bookkeeping terminal 12 may be, for example, a device in which a function for performing bookkeeping is mounted on a mobile terminal held by a customer.

  The customer calling device 14 displays a reception waiting number or guides by voice in order to call a customer whose order of reception has arrived.

  The window terminal 16 is a terminal that is installed at a window of a financial institution, a local public organization or the like and is operated by a window attendant. As described above, since the window terminal 16 is connected to the reception management server 10 via a network, the window terminal 16 can refer to the input items of the form of the customer who is serving the customer.

  The customer information holding device 21 periodically stores and stores customer-related attributes from a host computer (not shown), and stores customer account numbers, names, addresses, telephone numbers, etc. It responds to an inquiry from the server 10 or the like.

  The overall configuration of the reception management system 1 according to the present embodiment has been described above with reference to FIG.

<2: Functional Configuration of Reception Management Server 10 (FIG. 2)>
Hereinafter, the functional configuration of the reception management server 10 will be described with reference to FIG. FIG. 2 is a functional block diagram illustrating an example of a functional configuration of the reception management server 10.

  As shown in FIG. 2, the reception management server 10 includes a selection unit 102, a first reception processing unit 104, a second reception processing unit 106, a customer information acquisition unit 105, and the like. Each of the above-described units operates to read out a program stored in the storage unit 151 by a control unit (not shown) and execute each function of the reception management server 10.

  The customer information acquisition unit 105 acquires customer attribute information designated from the customer information holding device 21 via the communication unit 108.

  The storage unit 151 stores, in addition to the programs for operating the above-described units, the reception order and identification information for identifying the customer in association with each other, and data for managing the reception.

  The reception management system 1 has two different reception processing functions. The first reception process is preferably applied mainly when the window is open (when it is quiet), and the second reception process is preferably applied mainly when the window is crowded (when it is crowded). Is.

  When the contact person presses a predetermined button of the contact terminal 16 every time the customer's response ends, the contact terminal 16 transmits information indicating the end of the customer response, and the reception management server 10 receives the information. The reception management server 10 can recognize the end of customer service at the window.

  When the reception management server 10 recognizes the end of the customer service at the window, the reception management server 10 calls the window with priority given to the customers who have completed reception earlier among the customers waiting for reception based on the information stored in the storage unit 151. Control.

  Hereinafter, among the units of the reception management server 10, the selection unit 102, the first reception processing unit 104, the second reception processing unit 106, and the communication unit 108 will be described in detail.

[2-1: Selection unit 102]
The selection unit 102 is a first reception process that is a series of processes performed by the first reception processing unit 104 or a series of processes that is performed by the second reception processing unit 106 in accordance with the waiting state of the customer at the window. One of the two reception processes is selected.

  For example, when the window is a quiet time, the selection unit 102 selects the first reception process. Here, in this specification, “when the number of customers waiting for reception is less than a predetermined number” is expressed as “when it is quiet”.

  On the other hand, for example, when the window is busy, the selection unit 102 selects the second reception process. Here, in this specification, “when there are more than a predetermined number of customers waiting for reception” is expressed as “when crowded”.

[2-2: First reception processing unit 104]
When the selection unit 102 determines that the window is idle and the first reception process is selected, the first reception processing unit 104 sends an electronic report completion notification indicating that the entry of the form by the customer is completed. Wait until it is received from the bookkeeping terminal 12.

  When receiving a booklet completion notification from the electronic bookkeeping terminal 12 from the communication unit 108, the first reception processing unit 104 determines whether or not another customer is waiting for reception.

(If there is a waiting list for other customers)
When there is another customer waiting for reception, the first reception processing unit 104 assigns a reception waiting number assigned to the customer.

  Further, the first reception processing unit 104 determines whether or not the customer reception order has arrived, based on the numbered reception waiting number.

  When the reception order arrives, the first reception processing unit 104 transmits call information for calling the customer to the customer service to the customer calling device 14 via the communication unit 108. Note that the first reception processing unit 104 may transmit call information for calling a customer to the electronic bookkeeping terminal 12 via the communication unit 108.

(If there is no other customer waiting)
If there is no other customer waiting for reception, the first reception processing unit 104 sends the call information to the electronic bookkeeping terminal 12 where the customer has entered the form without assigning the customer waiting number. To do.

  Further, the first reception processing unit 104 acquires attribute information included in the input item of the form via the customer information acquisition unit 105 from the customer information holding device 21 that holds the customer attribute information. The acquired customer attribute information is transmitted to the electronic bookkeeping terminal 12 via the communication unit 108.

  The function as the customer information holding device 21 that holds customer attribute information may be included in the reception management server 10 or may be included in other devices included in the reception management system 1. It may be included in an apparatus or system other than the system 1.

[2-3: Second reception processing unit 106]
When the selection unit 102 determines that the window is busy and the second reception process is selected, the second reception processing unit 106 first assigns a reception waiting number to be given to the customer.

  Next, the second reception processing unit 106 determines based on the reception waiting number whether the customer reception order has arrived. When the customer reception order has not arrived, the second reception processing unit 106 waits until the customer reception order arrives.

  Further, the second reception processing unit 106 receives a bookkeeping completion notification from the electronic bookkeeping terminal 12 via the communication unit 108.

  When the order of customer acceptance has arrived, the second reception processing unit 106 determines whether or not a booklet completion notification has been received from the electronic bookkeeping terminal 12 via the communication unit 108.

  When the customer acceptance order has arrived and the book entry completion notification has been received from the electronic bookkeeping terminal 12, the second acceptance processing unit 106 transmits call information for calling the customer to the customer call device 14. .

  By sending the call information to the customer call device 14 installed in the lobby of the financial institution in the above case, it is effectively notified that the acceptance order has arrived to the customer who has finished the book entry at the electronic bookkeeping terminal 12 It becomes possible to do.

  The second reception processing unit 106 transmits the call information to the electronic bookkeeping terminal 12 when the customer acceptance order has arrived and the bookkeeping completion notification has not yet been received from the electronic bookkeeping terminal 12.

  By sending the call information to the electronic bookkeeping terminal 12 in the above case, it is possible to effectively notify the customer who is making a book at the electronic bookkeeping terminal 12 that the order of acceptance has arrived. Become.

  Further, in the above, when the order of acceptance has arrived during the customer's book entry, the customer's book entry is interrupted and called to the window, but the customer may be asked whether or not to continue the book entry. . That is, when the order of acceptance arrives when the notice of completion of bookkeeping has not yet been received from the electronic bookkeeping terminal 12, the second acceptance processing unit 106 instead of sending the call information to the electronic bookkeeping terminal 12, Send incoming notifications.

  In this case, the electronic bookkeeping terminal 12 that has received the reception order arrival notification from the reception management server 10 confirms whether or not to continue the input to the customer, and the input continuation information indicating the input continuation or the input suspend indicating the input suspend. Information is transmitted to the reception management server 10. Details of processing performed by the electronic bookkeeping terminal 12 will be described later.

  When the input by the customer is interrupted (in other words, the input is not continued), the reception management server 10 receives the input items of the form input by the customer so far from the electronic bookkeeping terminal 12 together with the input interrupt information. To do.

  On the other hand, when the input is continued by the customer, the reception management server 10 waits until it receives from the electronic bookkeeping terminal 12 a notification that the customer has completed the book entry, and inputs the form entered by the customer. The item is received from the electronic bookkeeping terminal 12 together with the bookkeeping completion notification.

  Further, when the entry is completed after the customer selects to continue the input, the communication unit 108 of the reception management server 10 receives the entry completion notice from the electronic entry terminal 12.

  When the counter is not being handled by another customer when receiving the book completion notification, the second reception processing unit 106 transmits call information for calling the customer to the electronic book terminal 12.

  On the other hand, when the counter is in the process of handling another customer when receiving the notification of the completion of the bookkeeping, the second reception processing unit 106 waits until the counter has finished handling the other customer, Thereafter, call information for calling the customer is transmitted to the customer calling device 14.

  Further, the second reception processing unit 106 acquires attribute information included in the input item of the form via the customer information acquisition unit 105 from the customer information holding device 21 that holds the customer attribute information. The acquired customer attribute information is transmitted to the electronic bookkeeping terminal 12 via the communication unit 108.

  The customer information holding device 21 that holds customer attribute information may be included in the reception management server 10, may be included in another device included in the reception management system 1, or may be a device other than the reception management system 1. Or a system may be provided.

[2-4: Communication unit 108]
The communication unit 108 functions as a transmission unit that the first reception processing unit 104, the second reception processing unit 106, and the like transmit information to other devices in the reception management system 1 and receives information from other devices. Function as a receiving unit. The function as the communication unit 108 is, for example, a communication card for wired or wireless LAN (Local Area Network), Bluetooth (registered trademark), or WUSB (Wireless USB), a router for various communication, a modem for various communication, etc. It is realized by.

  The functional configuration of the reception management server 10 has been described above with reference to FIG.

  The reception management server 10 holds input support information for guiding the input items of the form according to the transaction type, and when the transaction type information is transmitted from the following electronic bookkeeping terminal 12, the input support information is You may transmit to the electronic bookkeeping terminal 12.

<3: Functional configuration of electronic bookkeeping terminal 12 (FIG. 3)>
Hereinafter, the functional configuration of the electronic bookkeeping terminal 12 will be described with reference to FIG. FIG. 3 is a block diagram showing a functional configuration of the electronic bookkeeping terminal 12.

  As shown in FIG. 3, the electronic bookkeeping terminal 12 mainly includes an operation detection unit 122, a control unit 124, a display unit 126, a communication unit 128, an identification information recognition unit 130, and a number tag issue unit 132. .

[3-1: Operation detection unit 122]
The operation detection unit 122 detects an operation by a customer. The operation by the customer is performed by an operation unit (not shown).

  For example, the operation detection unit 122 detects the operation of the operation unit, which is a touch panel whose capacitance changes, by determining whether or not an operation body such as a finger or a touch pen operated by a customer is touched.

  Moreover, the operation detection part 122 can also detect a customer's operation by detecting pressing of the button operated by the customer, for example.

  When the operation of the customer is detected by the operation detection unit, operation information representing the content of the operation is input from the operation detection unit 122 to the control unit 124.

[3-2: Identification information acquisition unit 130]
The identification information acquisition unit 130 acquires identification information for identifying a customer. The identification information is, for example, the customer's name or account number, and the identification information acquisition unit 130 can acquire the identification information by reading the customer's passbook or card.

  The identification information may be, for example, an ID number or a password added for each customer, and may be information directly input by the customer operating the operation unit. In this case, the operation by the customer is detected by the operation detection unit 122, and the input information is acquired by the identification information acquisition unit 130.

  The identification information acquired by the identification information acquisition unit 130 is input to the control unit 124. The identification information input to the control unit 124 is transmitted to the reception management server 10 via the communication unit 128.

[3-3: Control unit 124]
The control unit 124 controls processing performed by each unit included in the electronic bookkeeping terminal 12. The function as the control unit 124 is realized by, for example, a CPU (Central Processor Unit).

  Based on the customer operation detected by the operation detection unit 122, the control unit 124 performs screen control of the display unit 126, and transmits / receives information such as identification information to the reception management server 10 via the communication unit 128. Or

  For example, as a display control unit that controls the display unit 126, the control unit 124 displays a transaction type selection screen on the display unit 126 or displays a form input by a customer.

  In addition, when the control unit 124 detects the completion of the form input by the customer, the control unit 124 outputs a booklet completion notice. The registration completion notification output by the control unit 124 is input to the first reception processing unit 104 of the reception management server 10 via the communication unit 128 and the communication unit 108 of the reception management server 10.

  Here, for example, the control unit 124 displays a book entry completion button on the display unit 126 together with a form input screen. When the control unit 124 detects an operation in which the entry completion button is selected by the customer, the control unit 124 determines that the entry of the form by the customer is completed, and outputs a form completion notification.

  Further, when receiving the call information from the reception management server 10, the control unit 124 displays the call information on the display unit 126 to notify the customer and guides the customer to the window.

  The call information displayed on the display unit 126 includes, for example, a message that prompts the customer to go to the window (for example, “The order of acceptance has arrived. Please come to the first window”). In addition, the call information displayed on the display unit 126 may include, for example, a map indicating the position of the window and the route from the electronic bookkeeping terminal 12 to the window.

  In addition, for example, when receiving the reception order arrival notification from the reception management server 10, the control unit 124 displays that the reception order has arrived on the display unit 126 and guides the customer to the window.

  Further, when confirming whether or not to continue to input a form when the order of acceptance has arrived, the control unit 124, for example, allows the customer to select whether or not to continue to input the form. The selection screen is displayed on the display unit 126 and the operation detection unit 122 is made to detect the operation by the customer.

[3-4: Display unit 126]
The display unit 126 displays various screens. The display unit 126 displays, for example, a transaction type selection screen or a form input by a customer.

  The function as the display unit 126 is realized by a liquid crystal display device, an organic EL (Electroluminescence) display device, or the like, for example.

  The electronic bookkeeping terminal 12 may include an operation display unit in which the operation detection unit 122 and the display unit 126 are integrated.

[3-5: Communication unit 128]
The communication unit 128 has a function as a transmission unit in which the control unit 124 transmits information to other devices in the reception management system 1 and a function as a reception unit that receives information from other devices. The function as the communication unit 128 includes, for example, a communication card for wired or wireless LAN (Local Area Network), Bluetooth (registered trademark), or WUSB (Wireless USB), a router for various communication, a modem for various communication, etc. It is realized by.

[3-6: Number tag issuing unit 132]
The number tag issuing unit 132 issues a number tag associated with the reception waiting number assigned by the reception management server 10. For example, the number tag may be printed on paper, displayed on the screen of the display unit 126, captured by a terminal owned by the customer, and presented to the counter.

  The functional configuration of the electronic bookkeeping terminal 12 has been described above with reference to FIG.

  The electronic bookkeeping terminal 12 may present the input support information to the customer by screen display or voice when the input support information is transmitted from the reception management server 10.

  In addition, the electronic bookkeeping terminal 12 displays buttons and the like associated with the input support function on the display unit 126, and when the input support function is selected by the customer, asks the reception management server 10 to output the input support information. May be.

  With the above configuration, when the method for inputting the form is unknown, the customer can input the form while referring to the input support information.

  Further, the electronic bookkeeping terminal 12 may include a calling unit such as a button for a customer to call a staff member when the method of inputting a form is unknown.

<4: Functional Configuration of Customer Calling Device 14 (FIG. 4)>
Hereinafter, the functional configuration of the customer call device 14 will be described with reference to FIG. FIG. 4 is a block diagram illustrating an example of a functional configuration of the customer calling device 14.

  As shown in FIG. 4, the customer calling device 14 mainly includes a control unit 144, a display unit 146, a voice output unit 147, and a communication unit 148.

[4-1: Control unit 144]
The control unit 144 controls processing performed by each unit included in the customer calling device 14. The function as the control unit 144 is realized, for example, by a CPU (Central Processor Unit). For example, the control unit 144 functions as a display control unit that controls the display unit 146 or functions as a sound control unit that controls the sound output unit 147.

  When the call information is received from the reception management server 10 via the communication unit 148, the control unit 144 causes the display unit 146 to display the reception waiting number of the customer whose reception order has arrived, for example.

  In addition, the control unit 144 displays the number of customers waiting for reception and the waiting time until a customer who receives a number tag of a predetermined reception waiting number (for example, waiting numbers 50 and 100) is called to the counter. You may let them.

  Further, the control unit 144 may display the waiting number of the customer whose order of acceptance has arrived, or instead of displaying the waiting number of the customer who has arrived of the order of acceptance, for example, the audio output unit 147. Good.

[4-2: Display unit 146]
The display unit 126 displays various screens.

  The function as the display unit 126 is realized by a liquid crystal display device, an organic EL (Electroluminescence) display device, or the like, for example.

[4-3: Audio output unit 147]
The voice output unit 147 outputs a voice for calling a customer. The function as the audio output unit 147 is realized by, for example, a speaker provided on a display serving as the display unit 146, a speaker or an earphone provided in a portable terminal that is lent to a customer who is waiting for reception and is portable to the customer. The

[4-4: Communication unit 148]
The communication unit 148 has a function as a transmission unit in which the control unit 144 transmits information to other devices in the reception management system 1 and a function as a reception unit that receives information from other devices. The function as the communication unit 148 is, for example, a communication card for wired or wireless LAN (Local Area Network), Bluetooth (registered trademark), or WUSB (Wireless USB), a router for various communication, a modem for various communication, etc. It is realized by.

  The functional configuration of the customer calling device 14 has been described above with reference to FIG.

<5: Example of the flow of processing performed by each device of the reception management system 1>
Hereinafter, three examples of the flow of processing performed by each device of the reception management system 1 will be described with reference to FIGS. 5 to 7 are sequence diagrams illustrating first to third examples of a flow of processing performed by each device constituting the reception management system 1.

  5 to 7 are examples of the flow of processing performed by each device of the reception management system 1, and some of the processing may be changed, added, deleted, or the order may be changed. .

[5-1: First example (configuration in which numbering is performed after entering a form (when off); Fig. 5)]
Below, the 1st example of the flow of the process which each apparatus of the reception management system 1 performs is demonstrated, referring FIG. In the first example, the selection unit 102 of the reception management server 10 selects the first reception process, and the first reception processing unit 104, the electronic bookkeeping terminal 12, the customer calling device 14, and the window terminal 16 cooperate to perform the process. It relates to the flow to be performed.

  FIG. 5 is based on the premise that the selection unit 102 of the reception management server 10 selects the first reception process according to the waiting state of the window.

  As shown in FIG. 5, first, the control unit 124 of the electronic bookkeeping terminal 12 acquires transaction type information related to the transaction type selected by the customer (S102).

  Next, the identification information acquisition unit 130 of the electronic bookkeeping terminal 12 acquires customer identification information. The acquired identification information is input to the control unit 124 (S104).

  Next, the acquired transaction type information and identification information are input to the first reception processing unit 104 of the reception management server 10 via the communication unit 128 of the electronic bookkeeping terminal 12 and the communication unit 108 of the reception management server 10. (S106). The communication unit 128 of the electronic bookkeeping terminal 12 may sequentially transmit the acquired information from the transaction type information and the identification information to the communication unit 108 of the reception management server 10.

  Further, the electronic bookkeeping terminal 12 may acquire only the transaction type information without acquiring the identification information and transmit it to the reception management server 10.

  Next, the first reception processing unit 104 of the reception management server 10 specifies the input item of the form associated with the transaction type information received via the communication unit 108 (S108). For example, in the case of a remittance transaction, the input items of the form are the name and contact information of the remittance source, the name and contact information of the remittance destination, and the amount of remittance.

  When the customer identification information is received from the electronic bookkeeping terminal 12, the first reception processing unit 104 of the reception management server 10 receives the customer attribute information associated with the received identification information from the customer information holding device 21. Obtained via the customer information obtaining unit 105 (S110).

  Next, the specified form input item and the acquired customer attribute information are input to the control unit 124 of the electronic bookkeeping terminal 12 via the communication unit 108 of the reception management server 10 and the communication unit 128 of the electronic bookkeeping terminal 12. In addition, it is stored in the storage unit 151 (S112).

  Next, the control unit 124 of the electronic bookkeeping terminal 12 displays a screen for inputting a form on the display unit 126 of the electronic bookkeeping terminal 12 and causes the customer to input the form.

  When the electronic bookkeeping terminal 12 receives the customer attribute information, the control unit 124 of the electronic bookkeeping terminal 12 causes the display unit 126 to display in advance the input items of the form related to the received customer attribute information, and the customer inputs the form. Reduce the hassle of.

  When the control unit 124 of the electronic bookkeeping terminal 12 detects the completion of entry of the form (S114), the entry completion notification and the entry items of the form are sent via the communication unit 128 of the electronic bookkeeping terminal 12 and the communication unit 108 of the reception management server 10. In addition to being input to the first reception processing unit 104 of the reception management server 10, it is stored in the storage unit 151 (S116).

  Next, the first reception processing unit 104 of the reception management server 10 determines whether other customers are waiting for reception (S118). If there is no waiting for another customer, the first reception processing unit 104 of the reception management server 10 advances the process to step S120. On the other hand, when there is another customer waiting for reception, the first reception processing unit 104 of the reception management server 10 advances the processing to step S124.

  In step S118, when the process proceeds to step S120, the call information output by the first reception processing unit 104 of the reception management server 10 is the communication unit 108 of the reception management server 10 and the communication unit of the electronic bookkeeping terminal 12. The data is input to the control unit 124 of the electronic bookkeeping terminal 12 via 128 (S120).

  Next, the control unit 124 of the electronic bookkeeping terminal 12 displays the call information on the display unit 126 of the electronic bookkeeping terminal 12 and guides the customer to the window. The sequence of processing according to the first example is terminated (S122).

  On the other hand, when the process proceeds to step S124 in step S118, the first reception processing unit 104 of the reception management server 10 assigns a reception waiting number (S124).

  The reception waiting number assigned by the first reception processing unit 104 of the reception management server 10 is the control unit of the electronic bookkeeping terminal 12 via the communication unit 108 of the reception management server 10 and the communication unit 128 of the electronic bookkeeping terminal 12. (S126).

  Next, when the reception waiting number is input, the control unit 124 of the electronic bookkeeping terminal 12 displays the input reception waiting number on the display unit 126 and notifies the customer. In addition, when the reception waiting number is input, the control unit 124 of the electronic bookkeeping terminal 12 causes the number tag issuing unit 132 to issue a number tag associated with the input reception waiting number. The sequence of processing according to the first example is terminated (S128).

  Further, the first reception processing unit 104 of the reception management server 10 determines whether or not the customer reception order has arrived after performing the process of step S124 (S130).

  If the customer order does not arrive, the acceptance management server 10 stands by until the order of acceptance arrives (S132).

  When the customer acceptance order arrives, the call information output by the first acceptance processing unit 104 of the acceptance management server 10 is transmitted via the communication unit 108 of the acceptance management server 10 and the communication unit 148 of the customer call device 14. , And input to the control unit 144 of the customer calling device 14. The sequence of processing according to the first example is terminated (S134).

  When the call information is input, the control unit 144 of the customer call device 14 displays the call information on the display unit 146 or guides the voice output unit 147 by voice (S136).

  The first example of the flow of processing performed by each device of the reception management system 1 has been described above with reference to FIG.

  Note that the information input by the customer at the electronic bookkeeping terminal 12 stored in the storage unit 151 of the reception management server 10 and the customer attribute information acquired at step S110 are the window terminal 16 at step S122, step S128, or step S134. Is transmitted from the storage unit 151 to the window terminal 16 via the communication unit 108 and used as transaction information at the window terminal 16.

  In step S122, it is described that the customer is guided to the window without assigning the reception waiting number, but the reception waiting number may be assigned. In this way, after acceptance at the window terminal 16, the customer can be called after the processing is completed, not by personal information such as the customer name, but by a number.

[5-2: Second example (configuration in which a form is input after numbering (when crowded); FIG. 6)]
Below, the 2nd example of the flow of a process which each apparatus of the reception management system 1 performs is demonstrated, referring FIG. In the second example, the selection unit 102 of the reception management server 10 selects the second reception process, and the second reception processing unit 106, the electronic bookkeeping terminal 12, the customer calling device 14, and the window terminal 16 cooperate to perform the process. It relates to the flow to be performed.

  The processing flow shown in FIG. 6 is based on the premise that the selection unit 102 of the reception management server 10 selects the second reception process according to the waiting status of the window.

  In the second example, when the order of acceptance arrives while a customer is inputting a form, the customer is not selected to continue or interrupt the input of the form, and the customer is guided to the window.

  As shown in FIG. 6, in the second example, first, processing similar to that in steps S102 to S110 in the first example is performed. However, the processing performed by the first reception processing unit 104 of the reception management server 10 in the first example is performed by the second reception processing unit 106 of the reception management server 10 in the second example.

  In the second example, as shown in FIG. 6, after performing the processing of step S102 to step S110 (step S140) of the first example, the second reception processing unit 106 of the reception management server 10 sets the reception waiting number. Numbering is performed (S212).

  The reception waiting number assigned by the second reception processing unit 106 of the reception management server 10 is the control unit of the electronic bookkeeping terminal 12 via the communication unit 108 of the reception management server 10 and the communication unit 128 of the electronic bookkeeping terminal 12. (S214).

  Next, when the reception waiting number is input, the control unit 124 of the electronic bookkeeping terminal 12 displays the input reception waiting number on the display unit 126 and notifies the customer (S216).

  Next, the control unit 124 of the electronic bookkeeping terminal 12 displays a screen for inputting a form on the display unit 126 of the electronic bookkeeping terminal 12 and causes the customer to input the form. When the control unit 124 of the electronic bookkeeping terminal 12 detects the completion of entry of the form (S218), the entry completion notification and the input items of the form are sent via the communication unit 128 of the electronic bookkeeping terminal 12 and the communication unit 108 of the reception management server 10. Then, the data is input to the first reception processing unit 104 of the reception management server 10 and stored in the storage unit 151 (S220).

  Further, the second reception processing unit 106 of the reception management server 10 determines whether or not the customer reception order has arrived after performing the process of step S212 (S222).

  If the order of customer acceptance has not arrived, the acceptance management server 10 stands by until the order of acceptance arrives (S224).

  When the order of customer reception has arrived, the second reception processing unit 106 of the reception management server 10 determines whether or not a bookkeeping completion notification has been received (S226). When the bookkeeping completion notification has already been received, the second reception processing unit 106 of the reception management server 10 advances the process to step S228. On the other hand, when the bookkeeping completion notification has not been received yet, the second reception processing unit 106 of the reception management server 10 advances the processing to step S232.

  When the process proceeds to step S228 in step S226, the call information output by the second reception processing unit 106 of the reception management server 10 is the communication unit 108 of the reception management server 10 and the communication unit of the customer call device 14. The data is input to the control unit 144 of the customer calling device 14 via 148 (S228).

  When the call information is input, the control unit 144 of the customer call device 14 displays the call information on the display unit 146 or guides the voice output unit 147 by voice. The flow of a series of processes according to the second example is ended (S230).

  On the other hand, when the process proceeds to step S232 in step S226, the call information output by the second reception processing unit 106 of the reception management server 10 is stored in the communication unit 108 of the reception management server 10 and the electronic bookkeeping terminal 12. The data is input to the control unit 124 of the electronic bookkeeping terminal 12 via the communication unit 128 (S232).

  Next, the control unit 124 of the electronic bookkeeping terminal 12 displays the call information on the display unit 126 of the electronic bookkeeping terminal 12 and guides the customer to the window. The flow of a series of processes according to the second example is ended (S234).

  The information input by the customer at the electronic bookkeeping terminal 12 stored in the storage unit 151 of the reception management server 10 and the customer attribute information acquired at step S140 (S110) are stored at the window terminal 16 at step S230 or step S234. Is transmitted from the storage unit 151 to the window terminal 16 via the communication unit 108 and used as transaction information at the window terminal 16.

  The second example of the processing flow performed by each device of the reception management system 1 has been described above with reference to FIG.

[5-3: Third example (configuration for confirming continuation or interruption of input with customer (another form during congestion); FIGS. 7 and 8)]
Below, the 3rd example of the flow of the process which each apparatus of the reception management system 1 performs is demonstrated, referring FIG.7 and FIG.8. In the third example, the selection unit 102 of the reception management server 10 selects the second reception process, and the second reception processing unit 106, the electronic bookkeeping terminal 12, the customer calling device 14, and the window terminal 16 cooperate to perform the process. It relates to the flow to be performed.

  The processing flow shown in FIGS. 7 and 8 is based on the premise that the selection unit 102 of the reception management server 10 selects the second reception process according to the waiting state of the window.

  In the third example, when the order of acceptance arrives while the customer is inputting the form, the customer can select to continue or interrupt the input of the form.

  As shown in FIG. 7, in the third example, first, the processes of steps S102 to S110 of the first example and steps S212 to S220 (step S240) of the second example are performed.

  In the third example, as shown in FIG. 7, after performing the processing of step S140 of the first example and steps S212 to S220 of the second example (step S270), the second reception processing unit of the reception management server 10 106 determines whether or not the order of customer acceptance has arrived (S224).

  If the order of customer acceptance has not arrived, the acceptance management server 10 stands by until the order of acceptance arrives (S224).

  When the order of customer reception has arrived, the second reception processing unit 106 of the reception management server 10 determines whether or not a bookkeeping completion notification has been received (S226). When the bookkeeping completion notification has already been received, the second reception processing unit 106 of the reception management server 10 advances the process to step S228. On the other hand, when the bookkeeping completion notification has not been received yet, the second reception processing unit 106 of the reception management server 10 advances the processing to step S232.

  When the process proceeds to step S228 in step S226, the call information output by the second reception processing unit 106 of the reception management server 10 is the communication unit 108 of the reception management server 10 and the communication unit of the customer call device 14. The data is input to the control unit 144 of the customer calling device 14 via 148 (S228).

  When the call information is input, the control unit 144 of the customer call device 14 displays the call information on the display unit 146 or guides the voice output unit 147 by voice. The sequence of processing according to the third example is terminated (S230).

  On the other hand, when the process proceeds to step S232 in step S226, the reception order arrival notification output by the second reception processing unit 106 of the reception management server 10 is sent to the communication unit 108 and the electronic bookkeeping terminal of the reception management server 10. 12 is input to the control unit 124 of the electronic bookkeeping terminal 12 via the communication unit 128 (S236).

  Next, the control unit 124 of the electronic bookkeeping terminal 12 displays an acceptance order arrival notification on the display unit 126 of the electronic bookkeeping terminal 12 (S238), and allows the customer to select whether to continue or stop inputting the form ( S240). When the customer selects to continue the form input, the control unit 124 of the electronic bookkeeping terminal 12 advances the process to step S242. On the other hand, if the customer selects to continue the form input, the control unit 124 of the electronic bookkeeping terminal 12 advances the process to step S246.

  In step S240, when the process proceeds to step S242, among the input interruption information and the input items of the form, the input items that have been input are the communication unit 128 of the electronic bookkeeping terminal 12 and the communication unit 108 of the reception management server 10. Is input to the second reception processing unit 106 of the reception management server 10 and stored in the storage unit 151 (S242).

  When the second reception processing unit 106 of the reception management server 10 receives the input interruption information and the input item, the flow of a series of processes according to the third example is ended (S244).

  On the other hand, in step S240, when the process proceeds to step S246, the input continuation information output by the electronic bookkeeping terminal 12 is transmitted via the communication unit 128 of the electronic bookkeeping terminal 12 and the communication unit 108 of the reception management server 10. The data is input to the second reception processing unit 106 of the reception management server 10 (S246).

  When the second reception processing unit 106 of the reception management server 10 receives the input continuation information (S248), it waits until it receives a completion notification from the electronic bookkeeping terminal 12 (S250).

  When the control unit 124 of the electronic bookkeeping terminal 12 detects the completion of entry of the form (S252), the booklet completion notification and the input items of the form are sent via the communication unit 128 of the electronic bookkeeping terminal 12 and the communication unit 108 of the reception management server 10. The data is input to the second reception processing unit 106 of the reception management server 10 and stored in the storage unit 151 (S254).

  Next, as shown in FIG. 8, the second reception processing unit 106 of the reception management server 10 determines whether or not the counter is in the process of handling another customer (S256).

  If the counter is not serving other customers, the second reception processing unit 106 of the reception management server 10 advances the process to step S258. On the other hand, when the counter is in contact with another customer, the second reception processing unit 106 of the reception management server 10 advances the process to step S262.

  As a method for determining whether or not the customer service is being handled by another customer, for example, each time customer service is completed, the customer service selects a predetermined button on the customer service terminal 16 and the button is selected. Then, there is a method in which information indicating that the customer service is completed is transmitted from the window terminal 16 to the reception management server 10.

  In step S256, when the process proceeds to step S258, the call information output by the second reception processing unit 106 of the reception management server 10 is the communication unit 108 of the reception management server 10 and the communication unit of the electronic bookkeeping terminal 12. The data is input to the control unit 124 of the electronic bookkeeping terminal 12 via 128 (S258).

  Next, the control unit 124 of the electronic bookkeeping terminal 12 displays the call information on the display unit 126 of the electronic bookkeeping terminal 12 and guides the customer to the window. The flow of a series of processes according to the third example is ended (S260).

  On the other hand, when the process proceeds to step S262 in step S256, the second reception processing unit 106 of the reception management server 10 determines whether or not the counter has finished handling other customers (S262). .

  If the counter has not finished handling other customers, the reception management server 10 stands by until the desk has finished handling other customers (S264).

  The call information output by the second reception processing unit 106 of the reception management server 10 when the counter clerk finishes handling other customers, the communication unit 108 of the reception management server 10 and the communication unit of the customer call device 14 The data is input to the control unit 144 of the customer calling device 14 via 148 (S266).

  When the call information is input, the control unit 144 of the customer call device 14 displays the call information on the display unit 146 or guides the voice output unit 147 by voice. The flow of a series of processes according to the third example is ended (S268).

  In step S230, step S258, or step S268, the information input by the customer at the electronic bookkeeping terminal 12 stored in the storage unit 151 of the reception management server 10 and the customer attribute information acquired in step S270 (S110) When the transaction at the terminal 16 is started, the data is transmitted from the storage unit 151 to the window terminal 16 via the communication unit 108 and used as transaction information at the window terminal 16.

  The third example of the flow of processing performed by each device of the reception management system 1 has been described above with reference to FIGS. 7 and 8.

  In the above-described embodiment, the criteria of “when it is quiet” and “when it is busy” of the selection unit 102 that selects the reception process are determined based on the number of customers waiting for reception, but the present invention is not limited to this example. For example, it may be selected according to the day of the week or the time of day from statistical information on the congestion status of the past stores, or may be selected by operating a counter. Further, for example, the approximate congestion degree may be grasped and switched by a sensor at the entrance of the store or a monitoring camera.

  In the above embodiment, the reception process is selected according to the degree of congestion such as “when it is quiet” or “when it is crowded”. However, if the reception process is based on the reception waiting state for the window, the reception process based on the congestion state is described. The selection may be reversed or selected according to other criteria. For example, the first reception process in the above embodiment may be performed at the time of congestion, and the second reception process may be performed at a quiet time.

<6: Summary>
In the conventional waiting-for-waiting system, if the waiting-for-waiting status of other customers is not determined, the receiving management system must assign a waiting number and the customer must receive a number tag even when there is no waiting for other customers. There was a customer's hassle.

  In the reception management system 1 according to the present embodiment, the reception process is selected according to the reception waiting status of other customers for the window. Further, even during the reception process, it is determined whether or not the reception order of the customer who operates the electronic bookkeeping terminal 12 has arrived, and the subsequent process is selected depending on whether or not the reception order has arrived.

  With the above configuration, it is possible to grasp the situation of the window, perform appropriate customer guidance, and reduce the customer's trouble of waiting for reception.

  In the reception management system 1 according to the present embodiment, the customer receives a number tag when the other customer is not waiting for reception by determining whether or not another customer is waiting for reception, or the customer can receive the number tag. There is no hassle of handing over.

  Further, in this embodiment, the numbering of the reception waiting number is made after the entry at the electronic entry terminal when it is not busy, and before the entry at the electronic entry terminal when it is busy. There is a difference in the amount to be recorded depending on the familiarity with the apparatus and transaction items, and there is a possibility that a queue for making an entry on the electronic entry terminal may be made at the time of congestion. In the off-season, customers who have come to the store later and finished the book earlier will make transactions before the customers who come to the store earlier and take a long time to book by assigning a waiting number after the book entry on the electronic bookkeeping terminal. It can be done, and there is no need to wait for the customer's book entry before the store is available. Further, since every customer always has a waiting time during a busy hour, fair guidance can be provided to any customer by guiding them to the window in order of arrival.

  Although the preferred embodiments of the present invention have been described in detail with reference to the accompanying drawings, the present invention is not limited to such examples. It is obvious that a person having ordinary knowledge in the technical field to which the present invention pertains can come up with various changes or modifications within the scope of the technical idea described in the claims. Of course, it is understood that these also belong to the technical scope of the present invention.

DESCRIPTION OF SYMBOLS 1 Reception management system 10 Reception management server 102 Selection part 104 1st reception process part 106 2nd reception process part 12 Electronic bookkeeping terminal 130 Identification information acquisition part 14 Customer call apparatus

Claims (10)

A reception management server that is communicable with an electronic bookkeeping terminal and manages customer reception with respect to a window,
A selection unit that selects whether the reception process for the customer is the first reception process or the second reception process based on the reception waiting state for the window;
A first reception processing unit that executes the first reception process and a second reception processing unit that executes the second reception process;
When the first reception process is selected,
The first reception processing unit assigns the customer's reception waiting number after receiving a notification of completion of entry from the electronic bookkeeping terminal indicating that the entry of the form by the customer is completed,
When the second acceptance process is selected,
The second reception processing unit allows the electronic bookkeeping terminal to input a form by the customer after assigning a reception waiting number to be given to the customer. server. In the reception management server according to claim 1,
The first reception processing unit, after receiving from the electronic bookkeeping terminal a booking completion notification indicating that the entry of the form by the customer has been completed,
Determine whether other customers are waiting for reception,
If there is a waiting for reception of the other customer, the customer waiting number is assigned,
The reception management server, wherein when the other customer is not waiting for reception, the customer reception waiting number is not assigned. A reception management server that is communicable with an electronic bookkeeping terminal and manages customer reception at a window
A selection unit that selects whether the reception process for the customer is the first reception process or the second reception process based on the reception waiting state for the window;
A first reception processing unit that executes the first reception process and a second reception processing unit that executes the second reception process;
When the first reception process is selected,
The first reception processing unit
When receiving from the electronic bookkeeping terminal a first booklet completion notification indicating that the customer has completed the entry of the form, it is determined whether or not other customers are waiting to be accepted,
If there is a waiting for reception of the other customer, the reception waiting number assigned to the customer is numbered, and it is determined whether or not the receiving order of the customer has arrived based on the waiting waiting number, When the order of acceptance of the first arrival information is transmitted to the electronic bookkeeping terminal or an external device other than the electronic bookkeeping terminal to call the customer to the window,
When there is no reception waiting for the other customer, the first call information is sent to the electronic bookkeeping terminal or an external device other than the electronic bookkeeping terminal without assigning the waiting number for the customer. Send
When the second acceptance process is selected,
The second reception processing unit
Numbering the reception waiting number to be given to the customer, determining whether or not the customer's reception order has arrived based on the reception waiting number,
When the customer's order of acceptance has arrived, if the second entry completion notification indicating that the entry of the form by the customer has been completed has already been received from the electronic entry terminal, the customer is sent to the window. Sending second call information for calling to an external device other than the electronic bookkeeping terminal;
When the customer's acceptance order arrives, the second call information is transmitted to the electronic bookkeeping terminal when the second bookkeeping completion notice has not yet been received from the electronic bookkeeping terminal. A reception management server. In the reception management server according to claim 3,
The second reception processing unit
When the customer's acceptance order has arrived, if the second entry completion notice has not yet been received from the electronic entry terminal, an acceptance order arrival notice is sent to the electronic entry terminal,
When input continuation information representing continuation of entry of the form by the customer is received from the electronic bookkeeping terminal as a response to the acceptance order arrival notification,
Wait until the completion of the entry of the form by the customer is received from the electronic entry terminal,
From the electronic bookkeeping terminal, the bookkeeping completion notification and information on the input items of the form entered by the customer,
As a response to the acceptance order arrival notification, when input interruption information indicating interruption of the input of the form by the customer is received from the electronic bookkeeping terminal, without receiving the booklet completion notice from the electronic bookkeeping terminal The reception management server for receiving information on a part of input items input by the customer among the input items of the form. In the reception management server according to any one of claims 1 to 4,
The customer waiting status is the number of customers waiting for the window,
The selection unit includes:
If the number is less than the predetermined number, select the first acceptance process,
The reception management server, wherein the second reception process is selected when the number is greater than or equal to a predetermined number. In the reception management server according to any one of claims 3 to 5,
The first or second reception processing unit is
Receiving the customer identification information from the electronic bookkeeping terminal;
Based on the identification information of the customer, from the customer information holding device that holds the attribute information of the customer, to acquire the attribute information included in the input item of the form,
The reception management server, wherein the attribute information included in the input item is transmitted to the electronic bookkeeping terminal. In the reception management server according to any one of claims 3 to 6,
The first or second reception processing unit receives the input item information of the form input by the customer from the electronic bookkeeping terminal when transmitting the first or second call information, A reception management server, wherein information on the input item of a form is transmitted to an information processing system used at the window. An electronic bookkeeping terminal capable of communicating with the reception management server according to any one of claims 1 to 7,
An electronic bookkeeping terminal comprising a calling unit for calling a staff member who supports a form input operation. A reception management method for managing customer reception for a window by a reception management server capable of communicating with an electronic bookkeeping terminal,
A selection step of selecting whether the reception process for the customer is the first reception process or the second reception process based on the reception waiting state for the window;
A reception processing step for executing the reception processing of either the first reception processing or the second reception processing,
The first reception process includes the step of numbering the customer's reception waiting number after receiving from the electronic book terminal a notification of completion of entry indicating that the entry of the form by the customer has been completed,
The second reception process includes a step of causing the electronic bookkeeping terminal to input a form by the customer after numbering a reception waiting number to be given to the customer.
A reception management method characterized by the above. On the computer,
It is a reception management function that can communicate with the electronic bookkeeping terminal and manages customer reception at the window,
A selection function for selecting whether the reception process for the customer is the first reception process or the second reception process based on the reception waiting state for the window;
A program for realizing a reception management function including a reception processing function for executing a reception process of either the first reception process or the second reception process,
When the first reception process is selected,
The reception processing function is a function of numbering the customer's reception waiting number after receiving from the electronic bookkeeping a notification of completion of entry indicating that the entry of the form by the customer has been completed,
When the second acceptance process is selected,
The reception processing function is a function for causing the electronic bookkeeping terminal to input a form by the customer after assigning a reception waiting number to be given to the customer.

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