JPH0774844A - Method and device for consultation reception processing - Google Patents

Abstract

PURPOSE:To properly and speedily give counsel to a counselee without any increase in the burden on a conunselor by displaying information required for counseling on the basis of identification information on the counselee when there is an incoming from the counselee. CONSTITUTION:A PB signal indicating the ID number (identification information) is sent out of its counselee's home telephone set 1a to the communication control unit 4a of a counseling center 100. The communication control unit 4a connects the telephone line on the side of a public network 2 to a telephone line 49 to place a telephone set 5a in a busy state. Then the received ID number is sent to a personal computer 3. The personal computer 3 retrieves information on the counselee corresponding to the ID number in a counselee master file and stores it in a memory. Then when the code and password of the counselor are inputted, basic information, a photograph of the counselee's face, and the contents of a last counseling memo are displayed. The counselor give counsel to the counselee by telephone over a look at the screen.

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a consultation acceptance processing method and apparatus used for responding to consultations by the elderly and the like.

[0002]

2. Description of the Related Art Demand for counseling has increased with the aging and complexity of society. However, counselor personnel are limited and it is difficult to meet the needs of all those who need counseling. Also,
The burden of visiting the counselor is also heavy for the elderly who need counseling.

In view of such a background, counseling in which a counselor staying at a consultation center receives a consultation from a counselor by using a telephone is performed. Conventionally, in this type of counseling, the counselor of the consultation center has made a telephone call with the counselor while looking at the medical record in which the health condition of the hospital and the doctor in charge and the counselor are described.

[0004]

However, in the conventional consultation reception form, when the counselor calls, the counselor searches for documents such as medical records necessary for counseling with the counselor and prepares them on the desk. However, there is a problem that it is difficult to promptly respond to the counselor because the counseling is conducted by telephone. Also, when accepting consultations from a large number of counselors, it is necessary to handle documents such as medical records for each counselor, which makes management of these documents in and out extremely complicated and requires a great deal of management effort. There was a problem that became.

Further, if the counselor is not staying at the consultation center at night or the like, he / she cannot receive the consultation, and especially when the consultation is an emergency contact, it may be too late. It was a big problem. Furthermore,
If the counselor makes calls one after another while he / she is away from the desk, it is necessary for other people to respond and make a note of the contact information of the counselor who accepted the call. It was In addition, the health condition of the counselor was not good during the telephone call, and when contacting the doctor's office, he had to dial another telephone to make a call, and the operation was very troublesome.

The present invention has been made in view of the above circumstances, and a consultation reception processing method and a consultation reception processing capable of providing an appropriate and prompt response to a counselor without increasing the burden on the counselor. The purpose is to provide a device.

[0007]

[Means for Solving the Problems] The present invention provides a counselor in a consultation center for counseling elderly people and the like, which extracts information about the sender at the time of consultation from a consultant such as an elderly person or an emergency call from a home for the elderly or the like. Or provide a means to contact an emergency contact. More specifically, it is as follows.

First, the invention according to claim 1 is a consultation acceptance processing method for accepting a consultation from each user of a consultation acceptance service via a public network, wherein the identification information, telephone number, and name of each user. And personal information related to the user is stored in advance as a master file, and when an incoming call is received from the user via the public network, (1) the public network is connected to a telephone, and (2) The telephone is put on hold, the identification information of the user is received from the public network and stored in the identification information storage means, and (3) the telephone is reconnected to the public network to release the hold, ( 4) A gist of a consultation acceptance processing method characterized in that the telephone number, name and personal information corresponding to the identification information stored in the identification information storage means are retrieved from the master file and displayed.

According to a second aspect of the present invention, there is provided a consultation acceptance processing method for accepting a consultation from each user of the consultation acceptance service via a public network, wherein the identification information, telephone number and name of each user are mastered. It is stored in advance as a file, and when an incoming call is received from the user via the public network, (1) the identification information of the user is received from the public network, and (2) it corresponds to the identification information. The consultation reception processing method characterized in that the telephone number and name are read out from the master file storage means and sequentially stored as a reception file, and (3) the contents of the reception file are displayed on a display device by a command input from the user. Is the gist.

The invention according to claim 3 is a consultation acceptance processing method for accepting a consultation from each user of the consultation acceptance service via a public network, the identification information of each user and the consultation acceptance of the user. The telephone number of the wireless paging type portable receiver of the person in charge is stored in advance, and when an incoming call is received from the user via the public network, (1) the identification information of the user is sent to the public. A gist of a consultation reception processing method is characterized in that (2) the telephone number corresponding to the identification information is received, and (3) the telephone number is transmitted to a public network.

According to a fourth aspect of the present invention, there is provided a consultation acceptance processing device having a telephone set, communication control means, and central control means for accepting a consultation from each user of the consultation reception service, wherein the communication control is performed. When receiving a call from each of the users, the means receives the identification information of the user from the public network and stores the identification information, and the connection switching means that connects the public network to the telephone or the central control means. And
The central control means stores the identification information of each user, a telephone number, a name and personal information related to the user as a master file, and the telephone corresponding to the identification information stored in the identification information storage means. A gist of a consultation reception processing device characterized by retrieving and displaying a number, a name and personal information from the master file.

A fifth aspect of the present invention is based on the consultation acceptance processing device according to the fourth aspect, characterized in that a plurality of the communication control means are provided.

According to a sixth aspect of the present invention, the central control means outputs a telephone number to one of the plurality of communication control means that has not received an incoming call from the user in response to a command input from the user. The consultation reception processing device according to claim 5, wherein the communication control means transmits the telephone number to the public network.

According to a seventh aspect of the present invention, there is provided a consultation reception processing device having a telephone set, a communication control means, and a central control means, which receives a consultation from each user of the consultation reception service. The means receives the identification information of the user from the public network at the time of the incoming call from each of the users, and the central control means relates to the identification information of each user, the telephone number, the name and the user. A consultation characterized in that personal information is stored in advance as a master file, and the telephone number, name and personal information corresponding to the identification information received by the communication control means are retrieved from the master file and sequentially stored as a reception file. The main point is the reception processing device.

According to an eighth aspect of the present invention, the central control means includes a display device, the information stored in the reception file is displayed on the display device, and the communication control means is called by a command input from a user. 9. The consultation reception processing device according to claim 7, wherein the communication control means outputs the telephone number to the public network by outputting the telephone number.

The invention according to claim 9 has a telephone having a function of making an automatic incoming call without depending on off-hook, a communication control means, and a central control means, and accepts a consultation from each user of the consultation reception service. A consultation reception processing device,
The communication control means receives the identification information of each user from the public network when an incoming call is received from each of the users, and the central control means of the wireless paging type portable receiver of each person in charge of consultation reception. A telephone number is stored, a telephone number corresponding to the identification information received by the communication control means out of these telephone numbers is output to the communication control means, and the telephone number is transmitted to a public network. The main point is the consultation reception processing device.

The invention according to claim 10 is characterized in that the communication control means comprises a power supply means for supplying power to the central control means and a means for turning on / off the power supply. A gist of the consultation reception processing device according to any one of claims 4 to 9.

[0018]

According to the invention of claim 1 or 4, when an incoming call is received from a consultant, the information necessary for counseling is displayed based on the identification information of the consultant. Counselors can take prompt and appropriate responses to consultations.

According to the invention of claim 2, 7 or 8, when there is an incoming call from the counselor when the counselor is absent, the counselor's name and telephone number are based on the counselor's identification information. Is searched and stored as a reception file. Therefore, the counselor can refer to the contents of the reception file to respond to the consultation of the counselor who has called during the absence.

According to the third or ninth aspect of the invention, when an incoming call is received from the consultant, the call is made to the radio paging portable receiver of the person in charge who corresponds to the consultant. Therefore, it is possible to deal with urgent consultations such as reception at night.

According to the invention of claim 5, it is possible to simultaneously receive consultations from a plurality of counselors. Further, according to the invention of claim 6, while receiving the consultation of the consultant through a certain communication control means, the other communication control means can make a call to, for example, a hospital. According to the invention of claim 10, the communication control means can control the supply of power to the central control means.

[0022]

Embodiments of the present invention will be described below with reference to the drawings. Example 1 (1) Configuration of Example FIG. 1 shows the overall configuration of a consultation receiving system according to this example. In FIG. 1, consultant homes 1a, 1b, ... Are telephones having a function of storing and transmitting a unique 1D number (identification information). Reference numeral 100 denotes a counseling center, in which a counselor who receives a contact from the counselor and responds to the counselor is staying.

The consultation center 100 includes a personal computer (hereinafter abbreviated as personal computer) 3 and a communication control device 4a.
And 4b and telephones 5a and 5b are installed, respectively. Here, the communication control devices 4a and 4b are, as shown in FIG.
It is connected with b, .... As shown in FIG. 2, the personal computer 3 includes a central control unit 31, an input unit 32, a storage unit 33, a CRT.
The display 34, the printer 35, and two communication interfaces 36a and 36b are included. here,
The input device 32 is used by the operator of the personal computer to input commands and the like, and is constituted by, for example, a keyboard or a touch panel.

The configuration of the communication control device 4a is shown in FIG. The communication control device 4b has the same configuration as the communication control device 4a. In FIG. 3, reference numeral 41 denotes a terminal switching unit, which connects a telephone line on the public network side to the telephone line 49 of the telephone 5a or the signal conversion unit 42 according to a command from the control unit 43. The signal converter 42 receives the PB received from the public network 2 side.
A function of detecting a (push button) signal and converting it into a digital signal that can be read by the control unit 43, and converting a digital signal representing a telephone number sent from the control unit 43 into a PB signal (may be a dial pulse signal). And a function to extract an off-hook signal. Further, the control unit 43 has the following functions.

A function of extracting the ID number transmitted from the counselor's home telephone 1a, 1b, ... And storing it in the storage unit 44. Interpret the command received from the personal computer 3 via the data line 46, and switch the terminal switching unit 41 or Function for controlling switching of power supply switching unit 45 Receives a call request and a telephone number of a callee from the personal computer 3, executes a control procedure for connecting a telephone line with the public network 2, and connects a line with a callee. function

The storage unit 44 is a memory having a storage area for storing a plurality of ID numbers. The power supply unit 47 is 100
The power supplied from a commercial AC power supply of V or the like is converted into a DC voltage suitable for each unit of the communication control device and supplied, and a power supply of AC 100V is further supplied from the power supply switching unit 45 to the power supply line 4.
It is supplied to the outside via 8. Power switching unit 45
Switches on or off under the control of the control unit 43.
The F state is set to supply or stop the power supply to the personal computer.

Two communication interfaces 36a and 36b of the personal computer 3 shown in FIG. 2 are data lines 46a and 46b.
(For example, a communication interface of RS232C) is connected to the communication control devices 4a and 4b, respectively. The power supply line 48 of the personal computer 3 is connected to the communication control device 4a in FIG. 1, but may be connected to either one of the communication control devices 4a and 4b.

FIG. 4 shows the contents of the consultant master file stored in the storage device 33 of the personal computer 3. As shown in FIG. 4, one consultant master file is the consultant's ID number, It is composed of information such as name, address, emergency contact information, and living style. In this example, an example in which all the information is collected in one file has been shown, but the information on one consultant may be distributed to a plurality of files and stored in the storage device 33. In that case, it is necessary to provide a correlation between a plurality of files by using an ID number or the like.
Further, the content of the file is an example, and necessary information may be added or changed depending on the work of the counselor. For example, in the case where the counselor is a nurse or other person who has medical knowledge, the counselor may have information such as hearing, visual acuity, and blood pressure value regarding the details of the health condition. In addition, if the counselor is a person who has knowledge of entertainment for the aged (such as gateball), the counselor may have information on the team of the gateball to which the consultant belongs, practice days, offices, etc. . In this embodiment, in addition to the consultant master file,
The files listed below are stored in the storage device 33 as personal information of each consultant.

Counselor photo file: In this system, a face photo of each counselor is read by an image scanner in advance, and the photographic information obtained as a result is stored in the storage device 33 as a counselor photo file. Consultant memo file: This is a file that records the outline of the contents consulted with the consultant in the past. FIG. 7 illustrates the contents of the consultant memo file. FIG. 7 shows a case where the past three times are stored as an example.

In addition to the files concerning the consultant described above, the storage device 33 also stores a staff master file in which information about the staff in charge of the consultant is collected. The content of this person-in-charge master file is illustrated in FIG.

(2) Operation of Embodiment FIG. 5 shows a communication control sequence of the consultation receiving system according to this embodiment. As shown in the figure, when the counselor makes a call from the telephone set 1a of the counselor's house to the telephone number of the communication control device 4a of the counseling center 100, this calling signal is sent to the public network 2, and the public network 2 is sent. An incoming signal is sent from 2 to the communication control device 4a of the consultation center 100. In the communication control device 4a of the consultation center 100, normally, the terminal switching unit 41
Connects the telephone line of the public network 2 to the telephone line 49 of the telephone 5a. Therefore, the incoming signal is sent to the telephone 5a and the telephone 5a is called. When the handset of the telephone 5a is taken off (off-hook state), the response signal is a communication control device 4
It is sent to the public network 2 via the terminal switching unit 41 of a, and this response signal is sent to the counselor's home telephone 1a. As a result, the line between the counselor's home telephone 1a and the communication control device 4a of the counseling center 100 is connected. When the counselor's home telephone 1a receives the response signal, the counselor's telephone 1a receives the ID number of the counselor's telephone 1a and the report type code (for example, emergency: 0 consultation:
The PB signal indicating 1) is transmitted via the public network 2 to the communication control device 4
Send to a.

When the control unit 43 of the communication control device 4a detects that the telephone line 49 is in the off-hook state, it immediately switches the terminal switching unit 41 to put the telephone line 49 on hold, and at the same time, to the telephone on the public network 2 side. The line is connected to the signal conversion unit 42 via the terminal switching unit 41. Next, when a PB signal representing the ID number and the notification type code is received from the telephone line 49 of the public network 2, this PB signal is converted into a digital signal by the signal conversion unit 42 and sent to the control unit 43. The control unit 43 writes the ID number converted into the digital signal and the notification type code in the storage unit 44, and at the same time, the terminal switching unit 4
1 is switched, the telephone line on the public network 2 side is connected to the telephone line 49, and the telephone 5a is brought into a call state.

On the other hand, the power supply switching unit 45 of the communication control device 4a
Since it is normally ON, the AC 100V power supply is distributed to the personal computer side through the power supply line 48. However, a command sent from the personal computer 3 via the data line 46 in advance causes the control unit 43 to switch to the power switching unit 45.
When the power supply switching unit 45 is in the OFF state, the power supply switching unit 45 is turned on by the control of the control unit 43 that detects the off-hook state of the telephone line 49, supplies power to the personal computer 3 through the power source line 48, and turns on the personal computer 3. Start up automatically.
The power supply function to the power line 48 is provided in all communication control devices, but the power input of a personal computer is usually one, and only one can be distributed. Therefore, for example, as shown in FIG. 1, the power supply line 48 of the personal computer 3 is connected only to the communication control device 4a and not to the communication control device 4b.

In this case, when the communication control device 4b receives a telephone call, power cannot be supplied to the personal computer 3. In order to avoid such an inconvenience, the communication control device 4a has a function of the public network 2.
The telephone number is registered as a representative number, and when the telephone of the communication control device 4a is not busy, the communication control device 4a always receives the call.

After sending the ID number and the report type code, the counselor's home telephone 1a is in a call state, and the counselor is the telephone 1
The consultation with the counselor of the consultation center 100 is started by a. In this embodiment, after the processing such as ID number search on the personal computer 3 described below is performed, first, the telephone line is connected so that the counselor and the counselor can talk by telephone. The reason is that if the processing of the personal computer 3 is performed first, the consultant is in a waiting state during that time, and there is a fear that he cannot speak and become anxious. This system places the highest priority on enabling communication with consultants.

The central control unit 31 of the personal computer 3 executes the routine whose flow is shown in FIG. As shown in the figure, the central control unit 3
1 determines whether or not there is an input command from the input device 32 (step S100), and if there is no input command, it always alternates with the communication control devices 4a and 4b via the communication interfaces 36a and 36b. Then, the ID request command is transmitted (steps S101 and S103).
On the other hand, when a command is input from the input device 32, processing corresponding to the command is performed. Here, as the processing corresponding to the command, there are a file search for the consultant master file and the like, a file update, a power-off of the personal computer, and the like.

The ID request command sent from the central control unit 31 is interpreted by the control unit 43 of the communication control units 4a and 4b. If there is an ID number stored in the storage unit 44, the ID is sent to the personal computer 3. The number and the communication type code are transmitted, and when they are not stored, a signal to that effect is transmitted. As an example, if the consultant ID number “000010” in FIG. 4 is stored in the storage unit 44 of the communication control device 4a, the storage unit 44 of the communication control device 4a.
The ID number and the notification type code stored in (1) are sent to the central controller 31 via the interface 36a in response to the ID request command (step S101).

The central control unit 31 of the personal computer 3 sends the ID request command as described above, while the ID number and the report type code are the interfaces 36a and 3a.
It is constantly determined whether or not it is received via 6b (steps S102 and S104). In the case of the above example, since the determination result of step S102 is "Yes", the central control device 31 takes in the ID number "000010" (step S105), and the information of the consultant corresponding to this ID number is shown in FIG. Search from the consultant master file shown,
The photo number stored in the memory in the central control unit 31 and included in the retrieved information (item number 14 in FIG. 4)
The consultant photo file is searched for from "000023", and the face photo of the corresponding consultant is extracted and also stored in the memory in the central control unit 31. Furthermore, from the consultant memo file illustrated in FIG. 7, the content of the previous consultation, that is, FIG.
Item No. 05, “contact hospital for low back pain” is extracted and stored in the memory in the central controller 31 (the above is step S106). Next, the central control unit 31 displays only the minimum information that allows the counselor to recognize the consultant, that is, only the name, address and face photograph of the consultant from the various information stored in the memory (step S107). The screen at that time is shown in FIG.

After that, when the counselor code and password are input, the central control unit 31 extracts the counselor password stored in the person-in-charge master file (see FIG. 9) from the code, and inputs the password. The detailed information of the consultant is displayed only when the entered passwords match (above, steps S108 to S1).
11). The purpose of checking the password is to ensure that the information of the consultant is private information and is not shown to anyone other than the authorized person. However, the password is not indispensable and you can check it only by the person in charge code. Further, the password may be set in advance for each terminal, not for each person in charge.

When the check of the person in charge code and the password is completed, next, the basic information, the photographer information of the consultant, and the contents of the previous consultation memo are displayed on the screen among the information of the consultant master file retrieved earlier. Yes (step S111).

An example of this display is shown in FIG. The counselor consults the consultant by telephone while looking at this screen. Since a screen shot of the consultant's face is displayed on the screen, a counselor who has met with the consultant before will be able to remember the person's appearance by face even if he / she does not remember his / her name. It will be very convenient for you. Also,
The contents of the previous consultation will be displayed, which will be helpful when considering this response.

Further, when the counselor needs other information by consultation, for example, when the hospital, the doctor in charge, etc. wants to know, the command is input from the input device 32 of the personal computer 3.

The central controller 31 determines in step S112 and S114 whether or not the command is input and whether or not the display end instruction is issued, and when the command is input, the corresponding consultant stored in the memory. Required items are displayed from the information in the master file (step S113). Therefore, the counselor can determine the subsequent action by confirming the displayed information. Also, for example, if the counselor is a nurse or other person with medical knowledge, and the consultant master file contains hearing, visual acuity,
If the user has information on the details of his / her health condition such as blood pressure, it is also possible to provide medical consultation by displaying such information.

In this embodiment, since the personal computer 3 is connected to the two communication control devices 4a and 4b, the counselor uses one of the telephones while talking to the consultant.
You can make phone calls where you need them.

For example, when accepting a consultation by telephone via the communication control device 4a, there may be a situation in which the physical condition of the consultant is bad and the doctor wants the visitor to visit the house. When such a situation occurs, the counselor inputs a command from the input device 32 to display the related hospitals, the doctors in charge and their contact information searched in the consultant master file on the screen as shown in FIG. On this screen, when an emergency hospital is selected as a call destination by a command input from the input device 32 of the personal computer 3, the central control device 31 causes the telephone number "082-123-" to be called.
3500 ”is sent to the control unit 43 of the communication control device 4b. The control unit 43 executes the line connection procedure as shown in FIG. 20, and connects the line to the emergency hospital. That is, the control unit 43, when receiving the call request command and the telephone number to be transmitted, switches the terminal switching unit 41 so as to connect the telephone line of the public network 2 from the telephone line 49 side to the signal conversion unit 42 side. Next, the control unit 43 controls the signal conversion unit 42 to send a signal in the off-hook state, and then the signal conversion unit 42 is called with the telephone number “082-123-350.
When a digital signal representing "0" is sent, the signal converting unit 42 converts this into a PB signal and sends it to the public network 2. Then, the control unit 43, via the signal conversion unit 42,
When the response signal from the callee is received and the line connection is completed, a switching command is sent to the terminal switching unit 41 to connect the telephone line of the telephone 5b and the telephone line of the public network 2. After that, a conversation is held between the telephone 5b and the doctor's home telephone. This saves the trouble of making a call from the telephone one by one, simplifies the operation, and has the advantage that the counselor can talk with the counselor until the line with the doctor's house is connected.

Another advantage of having two communication control devices is that even if one communication control device is in use, the other communication device can receive, and the personal computer 3 cannot be used, but there is an advantage that a telephone conversation is possible. . In this case, the necessary information is retrieved after the correspondence with the previous consultant who is being processed by the personal computer 3 is completed.

Example 2 (1) Configuration of Example 2 In Example 2, a function is added to Example 1 so that the counselor can cope with the case where the counselor is away from the desk or the reception at night. Is. In this embodiment, the following files are used in addition to the consultant master file used in the first embodiment.

Night / Attendance Reception File: This file is a file created in the storage device 33 when there is an incoming call from the counselor at night or when the counselor leaves the desk. FIG. 16 exemplifies the structure of the night / away seat reception file. Helper master file: This is a file in which information about helpers for night reception is collected, and is stored in the storage device 33 in advance. The content of this helper master file is illustrated in FIG.

(2) Operation of the embodiment In this embodiment, the central control unit 31 of the personal computer 3 is
12 to FIG. 15 when power is supplied and the system starts up.
The routine showing the flow is executed. This routine
With respect to each processing of steps S101 to S114 in FIG. 6 above, step S2 for coping with reception / night reception
Each processing of 01 to S215 and the determination processing (step S106a) for switching to such processing are added. Further, as processing corresponding to the input command from the input device 32, in addition to the processing described in the first embodiment, setting or cancellation of a flag indicating whether or not to perform night reception in response to the corresponding input command. The processing to be performed and the processing to set or release the flag indicating whether or not to accept the leaving seat are added. The operation of this embodiment will be described below with reference to FIGS. Since the operation when not leaving the seat / night reception is exactly the same as that of the first embodiment, the same steps as those of the first embodiment among the steps shown in FIGS. A number is given and the description is omitted.

<Processing when leaving the seat> When the counselor leaves the seat, the counselor inputs a command indicating that he / she is away from the input device 32 of the personal computer 3. As a result, the determination result of step S100 becomes "Yes", and the process corresponding to the input command in this case, that is, the process of writing the information indicating that the user is away from the seat in the memory or the storage device 33 in the central control device 31 is performed. Done. When this writing is performed, when the central control unit 31 executes the flow shown in FIG.
After the search for information related to the number (step S106), the result of the judgment of "whether or not to leave the seat or reception at night" (step S106a) is "Yes", and the central control unit 31 displays a part of the related information. Each process shown in FIG. 14 is executed without performing.

First, the date and time (hereinafter referred to as time information) stored in the central control unit 31 are read (step S201), and the necessary information extracted from this time information and the consultant master file is read. Information, that is, consulter ID, consultant kana name, consulter name, telephone number, address, and the report type code read from the communication control device 4a are written in the night / away seat reception file (step S2).
02).

In FIG. 16, the reception section indicates that the process being accepted is the leaving process or the night process. Information related to the ID numbers received while the counselor is away from the desk is sequentially stored in the structure of the night / away desk reception file. In this file structure, the called flag is OFF when it is accepted. The counselor returns to his / her seat, cancels his / her leaving seat by a command from the input device 32 of the personal computer 3, and retrieves the information received during that time, that is, the command for searching the information written in the night / attendance reception file during that time of the personal computer 3. When input from the input device 32, the process executed by the central control device 31 is step S10.
From 0 to step S210 (FIG. 15),
The central control device 31 searches the night / away seat reception file,
Display the list of accepted information. This display screen is shown in Figure 1.
7 shows. When the counselor selects a consultant to be contacted, for example, “Denden Hanako” from the input device 32 of the personal computer 3, the result of the judgment “whether the consultant to contact is selected” performed in step S211 is displayed. It becomes "Yes". When the counselor further inputs a command to make a call, the result of the judgment "whether to make a call" made in step S212 is "Yes", and the central control unit 31 sends the call request command and the telephone number "082- 123-9876 "to the communication control device 4
It is sent to the control section 43 of a (step S213), and the called flag of the information of the selected consultant in the night / away file is rewritten to ON (step S21).
4).

On the other hand, when the control unit 43 of the communication control device 4a receives the call request command and the telephone number to be called, it executes the line connection procedure as shown in FIG. 20 to connect the line with the consultant. That is, the control unit 43 sends a signal in the off-hook state from the telephone line 49 side to the signal conversion unit 42 through the telephone line of the public network 2 and then sends the telephone number "082-123-9876" to the signal conversion unit 42. When the digital signal is sent, the signal converting unit 42 converts the digital signal into a PB signal and sends it to the public network 2. After that, the control unit 4
3 receives the response signal from the caller via the signal conversion unit 42, and when the line connection is completed, the terminal switching unit 41 switches to the telephone line 49 and the telephone line of the public network 2.
After that, a conversation is started between the telephone 4b and the counselor's home telephone 1a. After that, the screen of the personal computer 3 becomes the display screen shown in FIG. 8 above, and the central control unit 31 performs the processing after step S107 shown in FIG. 13, that is, the same processing as in the first embodiment. At this time, the display screen shown in FIG. 10 may be used instead of the above-mentioned FIG. 8, and the processing from step S111 shown in FIG. 13 may be performed.

<Nighttime Reception Processing> Even when the person who receives the consultation at the consultation center is absent for a long time such as at night, an emergency call may be received from the consultant. In order to deal with such a case, the basic configuration may be the same as that of the first embodiment, but the telephones 5a and 5b of the consultation center need to be answering machines, that is, telephones that can make an automatic incoming call regardless of off-hook. is there. If you use an answering machine,
When an incoming call arrives, it automatically goes off-hook and a response signal is sent. The communication procedure in this case is the same as that of the first embodiment and is as shown in FIG. Further, since the power of the personal computer 3 is normally off at night, the power is always supplied from the communication control device 4a to the personal computer. Then, the central control unit 31 of the personal computer 3 executes the processing related to the night reception as described below.

The contents of the nighttime reception processing are almost the same as the processing when leaving the seat, but the processing after the information is written in the nighttime / apartment reception file is different. That is, after writing in step S202, the result of the determination of "whether or not to accept at night" performed in step S203 is "Yes", and the following processing is executed.

First, the central control unit 33 extracts the main helper code (item number 27 in FIG. 4), which is stored in advance in the consultant master file, for example, "001", and based on the helper number "001". In addition, a wireless paging portable receiver carried by a corresponding helper by accessing the helper master file shown in FIG.
Of the telephone number, that is, "082-7771234" is searched (step S204). Next, the central controller 3
As in the control procedure of FIG. 19, the No. 1 sends to the communication control device 4a a message and a message of the wireless caller number "082-7771234" to the communication control device 4a (step S206). As the message, consultant's telephone number "082-123-987"
6 ”and send a code indicating that the content is urgent.

In the communication control device 4a, the control unit 43 receives the radio calling number and the message, and the terminal switching unit 41 is connected so as to connect the telephone line of the public network 2 from the telephone line 49 side to the signal conversion unit 42 side. After switching, the radio calling number and the message are converted into PB signals by the signal conversion unit 42, and the public network 2
An incoming signal is sent from the radio caller of the helper to call the radio caller and display a message. The helper can know the contact information, contact the contact information, and respond to an emergency situation by the message displayed as the call of the wireless calling machine.

In the present embodiment, the helper has a high possibility of having a radio caller, so an example of contacting the helper has been described. However, this is not limited to the helper, and for example, a family member, a doctor, or the like may use a wireless caller. Any contact who has a calling machine can be used. In that case, an emergency contact person's file is required instead of the helper master file, and the file only needs to have information corresponding to the emergency contact person and its wireless calling number. Further, the message of the wireless calling machine is not limited to the emergency contact telephone number, but may be the name or code number of the consultant.

Further, in the present embodiment, an example in which the helper wireless caller is always called in the case of nighttime processing is shown, but it is not limited to nighttime processing, and it is understood that there is a process of calling the wireless caller by the personal computer 3. good. For example, the consultant master file may be provided with data indicating whether or not the call to the wireless caller is necessary, and the judgment may be made by this. Moreover, you may make it call only in an emergency using a report classification code.

In the above description of the first and second embodiments, the case where there are two communication control devices has been described, but the number may be increased as long as there are a plurality of communication interfaces on the personal computer side. Even in that case, the process does not change, only the number of objects to read the ID increases.

Further, although it has been described that the public network is an analog network, the ID is transmitted by the PB signal, but the same procedure can be realized in a digital network. In that case, the ID is sent as a digital signal, and may be added to the incoming signal and sent depending on the case.

[0062]

As described above, according to the present invention,
When there is an incoming call from the consultant, the identification information of the consultant is received, and based on this identification information, the necessary information related to the consultant is displayed or the emergency contact address corresponding to the consultant. Since processing such as calling to
The effect that the counselor can be dealt with promptly and appropriately can be obtained without increasing the burden on the counselor.

[Brief description of drawings]

FIG. 1 is a diagram showing a configuration of a consultation receiving system according to a first embodiment of the present invention.

FIG. 2 is a personal computer 3 in the embodiment.
3 is a block diagram showing the configuration of FIG.

FIG. 3 is a block diagram showing a configuration of a communication control device 4a in the embodiment.

FIG. 4 is a diagram showing an example of contents of a consultant master file used in the embodiment.

FIG. 5 is a diagram showing a communication control procedure in the embodiment.

FIG. 6 is a flowchart illustrating the operation of the embodiment.

FIG. 7 is a diagram showing an example of contents of a consultation memo file used in the embodiment.

FIG. 8 is a diagram showing an example of a display screen in the embodiment.

FIG. 9 is a diagram showing an example of contents of a person-in-charge master file used in the embodiment.

FIG. 10 is a diagram showing an example of a display screen in the embodiment.

FIG. 11 is a diagram showing an example of a display screen in the embodiment.

FIG. 12 is a flow chart for explaining the operation of the second embodiment of the present invention.

FIG. 13 is a flowchart illustrating the operation of the embodiment.

FIG. 14 is a flowchart illustrating the operation of the embodiment.

FIG. 15 is a flowchart illustrating the operation of the embodiment.

FIG. 16 is a diagram showing an example of the contents of a night / away seat reception file used in the embodiment.

FIG. 17 is a diagram showing an example of a display screen of the embodiment.

FIG. 18 is a diagram showing an example of a display screen of the embodiment.

FIG. 19 is a diagram showing a communication control procedure in the embodiment.

FIG. 20 is a diagram showing a communication control procedure in the embodiment.

[Explanation of symbols]

2 ... Public network, 3 ... Personal computer, 31 ...
... central control device, 33 ... storage device, 34 ... CRT display, 32 ... input device, 4a, 4b ... communication control device, 43 ... control unit, 44 ... storage unit (identification information storage means), 41: terminal switching unit (connection switching means), 42
...... Signal conversion unit, 47 …… Power supply, 45 …… Power switching unit.

Front Page Continuation (72) Inventor Cho Furuya 1-1-6 Uchisaiwaicho, Chiyoda-ku, Tokyo Nihon Telegraph and Telephone Corporation (72) Inventor Kazuyuki Nakamura 1-1-6 Uchisaiwaicho, Chiyoda-ku, Tokyo Nihonhon Telegraph and Telephone Corporation (72) Inventor Takamasa Hashimoto 1-1-6 Uchisaiwaicho, Chiyoda-ku, Tokyo Nihon Telegraph and Telephone Corporation

Claims (10)

[Claims] 1. A consultation acceptance processing method for accepting a consultation from each user of a consultation acceptance service via a public network, the identification information of each user, a telephone number, a name and an individual associated with the user. Information is stored in advance as a master file, and when an incoming call is received from the user via the public network, (1) the public network is connected to a telephone; (2) the telephone is put on hold; User identification information is received from the public network and stored in the identification information storage means, (3) the telephone is reconnected to the public network to release the hold state, and (4) the identification information storage means. A consultation acceptance processing method, characterized in that the telephone number, name and personal information corresponding to the stored identification information are retrieved from the master file and displayed. 2. A consultation reception processing method for receiving a consultation from each user of a consultation reception service via a public network, wherein identification information, a telephone number and a name of each user are stored in advance as a master file, When there is an incoming call from the user via the public network, (1) the identification information of the user is received from the public network, and (2) the telephone number and name corresponding to the identification information. A consultation acceptance processing method characterized in that the contents are read out from the master file storage means and sequentially accumulated as acceptance acceptance files, and (3) the contents of the acceptance acceptance file are displayed on a display device by a command input from a user. 3. A consultation reception processing method for receiving a consultation from each user of a consultation reception service via a public network, the identification information of each user and a wireless communication of a person in charge of the consultation reception of the user. The telephone number of the paging type portable receiver is stored in advance, and when an incoming call is received from the user via the public network, (1) the identification information of the user is received from the public network; 2) A consultation acceptance processing method, characterized in that the telephone number corresponding to the identification information is retrieved, and (3) the telephone number is transmitted to a public network. 4. A consultation reception processing device, comprising a telephone, a communication control means, and a central control means, for receiving a consultation from each user of a consultation reception service, wherein the communication control means comprises each of the usages. When receiving an incoming call from a person, an identification information storage unit that receives and stores the identification information of the user from the public network, and a connection switching unit that connects the public network to the telephone or the central control unit, The central control means stores the identification information of each user, a telephone number, a name and personal information related to the user as a master file, and the telephone number corresponding to the identification information stored in the identification information storage means. A consultation acceptance processing device, characterized in that the name and personal information are retrieved from the master file and displayed. 5. The consultation reception processing apparatus according to claim 4, wherein the consultation reception processing apparatus has a plurality of the communication control means. 6. The central control means outputs a telephone number to one of the plurality of communication control means that has not received an incoming call from the user in response to a command input from the user, and the communication control means outputs the telephone number. The consultation reception processing device according to claim 5, wherein a number is transmitted to the public network. 7. A consultation reception processing device, comprising a telephone, a communication control means, and a central control means, for accepting a consultation from each user of a consultation reception service, wherein the communication control means comprises each of the usages. When an incoming call is received from a person, the identification information of the user is received from the public network, and the central control unit preliminarily stores the identification information of each user, a telephone number, a name and personal information related to the user in a master file The consultation reception processing apparatus stores the telephone number, the name, and the personal information corresponding to the identification information received by the communication control unit from the master file and sequentially stores them as a reception file. 8. The central control means includes a display device, displays the information accumulated in the acceptance file on the display device, and outputs a telephone number to the communication control means in response to a command input from a user, 8. The consultation reception processing apparatus according to claim 7, wherein the communication control means sends the telephone number to a public network. 9. A consultation reception processing device for receiving a consultation from each user of a consultation reception service, comprising a telephone having a function of automatically receiving an incoming call without going off-hook, a communication control means, and a central control means. The communication control means receives the identification information of the user from the public network when the user receives an incoming call from the public network, and the central control means receives the portable radio reception type portable reception of the person in charge who receives the consultation. A telephone number of the machine is stored, a telephone number corresponding to the identification information received by the communication control means is output to the communication control means, and the telephone number is transmitted to the public network. Consultation reception processing device to be. 10. The communication control means comprises power supply means for supplying power to the central control means, and means for turning on / off the power supply. The consultation acceptance processing device according to claim 1.