JP2008263392A - Information transfer method in computer system - Google Patents

Abstract

[PROBLEMS] To reduce the time required to return to a seat after completing a request when the customer leaves the seat while the customer is responding, and to provide a mechanism for strengthening security when leaving the seat.
To use a communicator terminal connected to another IC tag reader at the destination, a mobile phone with an IC tag possessed by the IC reader connected to the currently used communicator terminal Lightly touch or close to the vicinity, stop using the IC tag reader connected to the communicator terminal, and lightly touch or move close to the destination IC tag reader, the destination communicator The data terminal is made available via the IC tag reader, and displays the screen used by the communicator until now.
[Selection] Figure 1

Description

  The present invention relates to an information takeover method for taking over information processing and data in a plurality of terminal devices. In particular, the present invention relates to control for taking over information so that the business can be continued even if each communicator (operator) seat is moved in a so-called contact center.

At present, there are contact centers in many companies or organizations.
A contact center is a center that accepts requests, inquiries and complaints from customers who are general users and provides prompt services to customers.

  For example, in the case of a gas company, this contact center responds to inquiries from general users who use gas in a wide range. This contact center has a communicator that handles telephone reception. The number of people is generally based on several to hundreds.

  As a conventional technique regarding information processing in such a contact center, there is Patent Document 1. Patent Document 1 aims to automate reception work (regardless of manual input by a reception work manager). In order to achieve this object, Patent Document 1 accepts the trunk number of the office trunk 201 accommodated in the electronic exchange 200, the extension numbers of the extension telephones 205 and 207 accommodated in the electronic exchange, and any extension telephone. Means for storing the receptionist number for carrying out the work, the group number of the group carrying out the work in a batch, the means for storing and monitoring the work start time and end time for each group, the outgoing and incoming call information for the office trunk, and The system includes means for transmitting the business start information and end information, and means for storing and classifying call contents, and is configured to perform automatic outgoing / incoming business and automatic statistical processing of the business in the electronic exchange. .

Japanese Patent Laid-Open No. 8-46698

  In the case of a contact center, depending on the contents of the received call, it is required to leave the desk by consulting with the supervisor. For example, in the example of a gas company as described in Patent Document 1, a complaint when there is no gas, a request for a gas opening / closing plug when moving, and an inquiry about a gas usage fee are common. Telecom operators inquire about telephone subscription procedures and telephone charges. In addition, since there are general users who send detailed request contents by FAX at the time of inquiry, they often leave their seats and collect materials sent by FAX. Also, in response to complaints, etc., people often leave their seats and respond at other places.

  The communicator uses the communicator terminal to perform telephone reception work.

  As a function of the communicator terminal, the state of the communicator is switched on the screen of the personal computer to the state where the telephone can be accepted and the state where the telephone cannot be accepted. Specifically, the user presses the leave button on the communicator terminal to switch to a state where telephone reception is not possible. When the user presses the leave button again, the telephone is switched to a state where the telephone can be accepted. In the telephone reception work, there are often cases where a person leaves his / her seat to obtain materials transmitted by FAX, or he / she leaves his / her seat to deal with his / her complaint in response to a complaint. Often there was a case of leaving the seat, finishing the business, and returning to the original seat.

To summarize the above, there are cases where it takes time for the user to leave the seat and complete the requirements and then go back to the original seat, which makes the general user unpleasant.
In addition, when a person leaves his / her seat, a malicious person may operate the communicator terminal to obtain and take out personal information of the customer.

  In other words, the object of the present invention is to realize a reduction in the time required to return to the seat after completing the request when leaving the seat while the customer is responding, and to enhance security when leaving the seat. Provide a mechanism.

  In order to solve the above problems, the present invention adopts the following configuration. That is, an IC tag is attached to a mobile phone, and control is performed so that information can be transferred from the first terminal device to the second terminal device using the identification information stored in the tag as a key. At this time, when the user moves from the first terminal device to the second terminal device, it is determined whether to take over the information depending on whether or not the connection is continued. It is included. Note that mobile phones include so-called PHS and cordless phones. The connection also includes a so-called call holding function (it is not necessary to continue the call). More specifically, the following contents are included in the present invention.

  Included in the plurality of terminal devices in an information transfer method in a computer system comprising a plurality of terminal devices, an IC tag installed on a mobile phone, and a management server connected to the plurality of terminal devices via a network The first terminal device reads the identification information from the IC tag, executes predetermined information processing in response to an input from a user, transmits the identification information and the information processing content to the management server, and An information transfer method for selectively displaying the processing content or the initial screen from the management server when a second terminal device included in a plurality of terminal devices reads the IC tag.

  In this information takeover method, when the first terminal device continuously reads the identification information from the IC tag and detects that the identification information has not been read, the first terminal device displays the identification information and the information processing content. An information takeover method to be transmitted to the management server.

  In this information takeover method, the first terminal device detects the unreadable state, and when the connection status of the mobile phone continues, the identification information and the information processing content are sent to the management server. Information takeover method to be sent to.

  In this information handover method, when the second terminal device reads the identification information from the IC tag, the connection status of the mobile phone is (1) when the user operates the first terminal device. If the connection is continued, the information processing content stored in the management server is displayed. (2) If the connection at the time of user operation on the first terminal device is interrupted, the initial information is displayed. Information takeover method to display the screen.

  In the information takeover method, the first terminal device continuously transmits the information processing content to the management server, continuously reads the identification information from the IC tag, and reads the identification information. When it is detected that it has not been taken, the content of the detection is transmitted to the management server, and when the content of the detection is received, the management server stores the information processing content as away information, and the terminal device The present invention also includes an information transfer method for displaying the absence information as the information processing content.

  Further, in this information takeover method, when the second terminal device reads the identification information from the IC tag, the second terminal device transmits the away information request information requesting the away information to the management server, and the management information The present invention also includes an information takeover method in which the server transmits to the second terminal device if there is the absence information in response to the absence information request information.

  Further, in this information takeover method, the second terminal device reads the identification information from the IC tag, and the connection status of the mobile phone is determined from when the user operates the first terminal device. An information handover method for transmitting the absence information request information as long as the connection is continued is also included in the present invention.

  Furthermore, in the above information transfer method, the second terminal device may be connected if the connection status of the mobile phone is (1) continuously operated from the user's operation on the first terminal device. An information transfer method for displaying information processing contents stored in the management server and (2) displaying an initial screen if the connection at the time of user operation on the first terminal device is interrupted is also provided. Included in the invention.

  In addition, each apparatus (terminal device etc.) for performing these information transfer methods, the combination thereof, and a program (and a storage medium storing this program) are also included in the present invention.

The present invention may be implemented in the following manner. A “contact center” that is a computer system and includes the following components and performs the following operations may be used.
(1) “Contact Center” is a mobile phone with IC tag, IC tag reader, communicator terminal, connection cable, mobile phone with IC tag, IC tag reader, management server, incoming call distribution server, PBX, public network, Consists of telephone, access point, and network in the building.
(2) The IC tag mobile phone further includes status information, which is used when the IC tag reader reads the status information. In addition, the communication status with the communicator terminal is updated via the access point. You can also talk to customers.
(3) The IC tag reader reads the state information when the IC tag mobile phone 1 is lightly touched or brought close to the vicinity, and performs an operation of delivering it to the communicator terminal.
(4) The communicator terminal further comprises a customer reception software part, a terminal status management buffer, a temporary buffer for business 1 registration screen, a temporary buffer for business 2 registration screen, and a read communication status temporary storage buffer. The status information received from the tag reader is stored in the terminal status management buffer, the connection status information of the management server is also updated, and if there is a screen that the communicator has used so far, the corresponding screen is displayed and does not exist In such a case, an operation for displaying a screen waiting for an incoming call is performed.
(5) The management server further includes a personal information master, business history information, and connection status information, and the connection status and business history of each terminal are updated from three communicator terminals.
(6) The incoming call distribution server selects a communicator terminal that receives incoming information from the PBX when receiving an incoming call from the customer, and can be distributed from the connection status information of the management server, and the corresponding communicator via the access point. An operation for receiving an incoming call to a mobile phone with an IC tag connected to the terminal is performed.
(7) PBX is a telephone exchange that connects to a public network and constructs a contact center in the telephone network.
(8) The public network is a general subscriber telephone line network.
(9) A telephone is a telephone used by a customer who uses a contact center.
(10) The access point constructs a network capable of transmitting and receiving data by wireless communication, and can transmit and receive data to and from three mobile phones with IC tags.
(11) The in-house network connects three communicator terminals, a management server, an incoming call distribution server, and an access point to enable data transmission / reception.

  By using the present invention, a user such as a communicator can continue the work that has been handled so far even if the user moves to another place and uses another personal computer. That is, the time and effort required to move to the original location can be saved, and the travel time can be shortened, leading to improvement in business efficiency.

<Overview>
An explanation will be given of a case where a personal computer which is an embodiment of the present invention uses a reader capable of reading an IC tag and a mobile phone with an IC tag, and is used for the work of a communicator corresponding to a customer's telephone inquiry. As described above, the present invention is not limited to this embodiment.

  In order to enable the communicator to use the communicator terminal, the mobile phone with the IC tag is brought into light contact with the IC tag reader connected to the communicator terminal or is brought close to the vicinity. The communicator terminal receives the status signal for connection via the IC tag reader and the history No. that indicates the latest status that the communicator has supported so far, and the communicator terminal can be used by the status signal. If there is a screen that the communicator has used so far, the corresponding screen is displayed according to the history No., and if it does not exist, a screen waiting for an incoming call is displayed.

  While communicating with customers, communicators sometimes leave their seats and consult with their superiors, or move to another location to respond. In such a case, there is a case where it is desired to use another communicator terminal connected to the IC tag reader in the vicinity of the destination for smooth business.

  If you want to use a communicator terminal connected to another IC tag reader at the destination, touch the IC reader connected to the currently used communicator terminal or bring it closer to the vicinity. The status signal for disconnecting via the IC tag reader is received, the use of this communicator terminal is canceled, the communicator terminal displays a screen waiting for connection of the IC tag mobile phone, and a new The mobile phone with the IC tag enters a state waiting for connection.

  Next, when the IC tag reader of the moving destination is lightly touched or brought close to the vicinity, the communicator terminal is connected to the status signal for connection via the IC tag reader and the latest state that the communicator has been supported so far. The history No. can be received, the communicator terminal is made available by the status signal, and the screen used by the communicator can be displayed according to the history No. You can continue.

<Structure of the invention>
The “contact center” includes an IC tag mobile phone 1, an IC tag reader 1, a communicator terminal 3, a connection cable 4, an IC tag mobile phone 5, an IC tag reader 6, a communicator terminal 7, a connection cable 8, and an IC tag. Mobile phone 9, IC tag reader 10, communicator terminal 11, connection cable 12, management server 13, incoming call distribution server 14, PBX 15, public network 16, telephone 17, access point 18, and network 19 in the building .

  The IC tag mobile phone 1 includes state information 101, which is used when the IC tag reader 2 reads the state information 101. In addition, the mobile phone 1 with the IC tag is updated in the communication state with the communicator terminal 3 via the access point 18. You can also talk to customers.

  The status information 101 includes a user ID, an IP address, a history number, and a communication state. The user ID is a value that cannot be changed because the communicator is set with an identification code. The IP address is a private IP address allocated in the contact center and cannot be changed. The history No. is a number assigned at the time of connection with the communicator terminal. The communication state is set to 0 when the communicator terminal is connected and usable, and is set to 1 when the communicator terminal cannot be used.

  Next, an example of setting the status information 101 is shown in FIG. In the setting example, the user ID is a value of ID001, the IP address is a value, the history No is a value of ID0010830085059, and the communication state is a value of 0.

  The IC tag reader 2 reads the information of the state information 101 when the IC tag mobile phone 1 is lightly touched or close to the vicinity, and performs an operation of delivering it to the communicator terminal 3.

  The communicator terminal 3 includes a customer reception software unit 301, a terminal state management buffer 302, a temporary buffer 303 for a business 1 registration screen, a temporary buffer 304 for a business 2 registration screen, and a reading communication state temporary storage buffer 305. The status information received from the IC tag reader 2 is stored in the terminal status management buffer 302, the connection status information 1303 of the management server 13 is also updated, and if there is a screen that the communicator has used so far, the corresponding screen is displayed. If it does not exist, an operation to display a screen waiting for an incoming call is performed.

  The terminal state management buffer 302 includes a user ID, a history number, and a communication state. The user ID is an identification code for the communicator. History No. is a number assigned at the time of connection with the communicator terminal. The communication status is a value that sets the status of the connection with the communicator terminal. When the mobile phone with IC tag and the communicator terminal are connected and ready to use, 0 is set, and an IC tag type telephone will be used. 1 is set when it is not possible.

  When it is assumed that there are five items to be input and set on the business 1 registration screen, the temporary buffer 303 for the business 1 registration screen is displayed from setting item 1, setting item 2, setting item 3, setting item 4, and setting item 5. Composed.

  Setting item 1 is an area for temporarily storing a value corresponding to setting content 1 on the business 1 registration screen. Setting item 2 is an area for temporarily storing a value corresponding to setting content 2 on the business 1 registration screen. The setting item 3 is an area for temporarily storing a value corresponding to the setting content 3 on the business 1 registration screen. The setting item 4 is an area for temporarily storing a value corresponding to the setting content 4 on the business 1 registration screen. Setting item 5 is an area for temporarily storing a value corresponding to setting content 5 on the business 1 registration screen.

  An example of setting the temporary buffer 303 for the business 1 registration screen is shown in FIG. In this setting example, setting item 1 has a value of setting content 1, setting item 2 has a value of setting content 2, setting item 3 has a value of setting content 3, setting item 4 has a value of setting content 4, and setting item 5 has a setting. The value of content is 5.

  When it is assumed that there are five items to be input and set on the business 1 registration screen, the temporary buffer 304 for the business 2 registration screen includes the setting item 1, the setting item 2, the setting item 3, the setting item 4, and the setting item 5. Composed.

  Setting item 1 is an area for temporarily storing a value corresponding to setting content 1 on the business 2 registration screen. Setting item 2 is an area for temporarily storing a value corresponding to setting content 2 on the business 2 registration screen. Setting item 3 is an area for temporarily storing a value corresponding to setting content 3 on the business 2 registration screen. Setting item 4 is an area for temporarily storing a value corresponding to setting content 4 on the business 2 registration screen. Setting item 5 is an area for temporarily storing a value corresponding to setting content 5 on the business 2 registration screen.

  A setting example of the temporary buffer 304 for the business 2 registration screen is shown in FIG. In this setting example, setting item 1 has a value of setting content 1, setting item 2 has a value of setting content 2, setting item 3 has a value of setting content 3, setting item 4 has a value of setting content 4, and setting item 5 has a setting. The value of content is 5.

  The reading communication state temporary storage buffer 305 includes a user ID, a history number, and the acquired communication state. The user ID is an identification code for the communicator. History No. is a number assigned at the time of connection with the communicator terminal. The acquired communication state is a value for setting the connection status with the communicator terminal. When the mobile phone with the IC tag and the communicator terminal are connected and usable, 0 is set. 1 is set when it cannot be used.

  The IC tag mobile phone 5 and the IC tag mobile phone 9 have the same functions as the IC tag mobile phone 1. The IC tag reader 6 and the IC tag reader 10 have the same functions as the IC tag reader 2. The communicator terminal 7 and the communicator terminal 11 have the same functions as the communicator terminal 3.

  The management server 13 includes a personal information master 1301, work history information 1302, and connection state information 1303, and the connection state and work history of each terminal are updated by the communicator terminal 3, the communicator terminal 7, and the communicator terminal 11. .

  When there is an incoming call from the customer, the incoming call distribution server 14 receives the incoming information from the PBX 15, selects a communicator terminal that can be distributed from the connection status information 1303 of the management server 13, and selects the corresponding communicator via the access point 18. The mobile phone with IC tag connected to the data terminal is operated to receive a call.

  The personal information master 1301 includes a user ID, name, mobile phone number, and mobile phone IP address.

  The user ID is a communicator identification code. The name is the name of the communicator. The mobile phone number is the phone number of a mobile phone with an IC tag used by the communicator.

  The IP address of the mobile phone is a private IP address that can be used in the contact center for a mobile phone with an IC tag used by the communicator.

A setting example of the personal information master 1301 is shown in FIG.
In an example in which two communicators are registered, the first name, the mobile phone number, and the IP address of the mobile phone are set to the names Ichiro, a, and A. For the second person, the name, mobile phone number, and IP address of the mobile phone with the user ID ID002 are set to the names Jiro, b, and B. This item is pre-registered before operation.

  The business history information 1302 includes a user ID, a history number, a communication state, an IP address of a used communicator terminal, a setting item 1 for a business 1 registration screen, a setting item 2 for a business 1 registration screen, a setting item 3 for a business 1 registration screen, Setting item 4 for business 1 registration screen, setting item 5 for business 1 registration screen, setting item 1 for business 2 registration screen, setting item 2 for business 2 registration screen, setting item 3 for business 2 registration screen, business 2 registration screen It consists of setting item 4 and setting item 5 on the business 2 registration screen.

  The user ID is a communicator identification code. The history No. is a number when the communication state between the communicator terminal and the IC tag mobile phone is disconnected. The communication state is a value of a status signal for the communicator terminal to disconnect via the IC tag reader when the IC tag mobile phone is lightly touched or brought close to the IC reader connected to the communicator terminal. A value of 0 is set when the communicator terminal is connected and usable, and a value of 1 is set when the communicator terminal cannot be used.

  The connection status information 1303 includes the IP address of the communicator terminal, the communication status, and the communicator status.

  The IP address of the communicator terminal is a private IP address set in the communicator terminal. The communication state is a value for determining whether or not the communicator terminal is used. When the communicator terminal is connected and usable, 0 is set, and when the communicator terminal cannot be used. A value of 1 is set. The communicator status indicates the status of the communicator. When you are talking to the customer over the phone, the status of the call is set, and when you are not receiving a call, the status of waiting for an incoming call is set. When the telephone cannot be accepted, a state where the telephone call cannot be set is set.

  An example of setting the connection status information 1303 is shown in FIG.

  An example is shown in which three communicator terminals 3, a communicator terminal 7, and a communicator terminal 11 are set. The communication state of the IP address x of the communicator terminal 3 is set to 0, and the state of the communicator state is in the middle of communication, and the communicator terminal 3 is in communication with the customer while connected to the IC tag mobile phone. It shows the state of going.

The call state of the IP address y of the communicator terminal 7 is set to 0, the communicator state is set to the waiting state for the incoming call, and the communicator terminal 7 is connected to a mobile phone with an IC tag. It shows a state where it is not accepted.
The call state of the IP address z of the communicator terminal 11 is set to 1 and the communicator state is set to the waiting state for the incoming call. The communicator terminal 11 is not connected to the mobile phone with the IC tag and makes a call from the customer. It shows a state where it is not accepted.

  The PBX 15 is a telephone exchange and is connected to the public network 16 to construct the contact center with the telephone network. The public network 16 is a general subscriber telephone line network.

  The telephone 17 is a telephone used by a customer who uses the contact center. As described above, the access point 18 is not limited to a so-called mobile phone, and may be portable so that it can be used by a plurality of terminal devices (whether wireless or wired). The access point 18 constructs a network capable of transmitting and receiving data by wireless communication. Data can be transmitted / received between the mobile phone 1 with IC tag, the mobile phone 2 with IC tag, and the mobile phone 3 with IC tag.

  The in-building network 19 connects the communicator terminal 3, the communicator terminal 7, the communicator terminal 11, the management server 13, the incoming call distribution server 14, and the access point 18 to enable data transmission / reception.

<Operation of the present invention>
The operation of the “contact center” will be described with reference to the flowchart of FIG.
<< Preparation Application Startup >>
(1) Launch customer acceptance software as a preparation for contact center window operations.
NULL is set to the value of each item in the terminal state management buffer 302.
NULL is set to the value of each item in the temporary buffer 303 for business 1 registration screen.
NULL is set to the value of each item in the temporary buffer 304 for business 2 registration screen.
(Step 100)
(2) When the customer reception software is activated, the initial screen is displayed and the communicator is ready for connection.
(Step 200)
<< business end application end >>
(3) If you want to end the contact service at the contact center, the customer receptionist is in the state where none of the mobile phone with IC tag 1, the mobile phone with IC tag 2, or the mobile phone with IC tag 3 is connected. Forcibly terminate the software.
(Step 300)
<< Process flow of an example in which a communicator possesses a mobile phone 1 with an IC tag and performs communicator work using the communicator terminal 3 will be described. >>
(4) The communicator makes the IC tag mobile phone 1 lightly contact with or close to the IC tag reader 2.

The IC tag reader 2 reads the values of “user ID”, “history No”, and “communication state” stored in the state information 101 of the mobile phone 1 with IC tag, and stores the read communication state as a communication state temporary storage buffer. Stored in 305.
(Step 400)
(5) The communication state value read last time is compared with the value read this time (the value stored in the acquired communication state temporary storage buffer 305).
As a result of the comparison, if they are the same, the process proceeds to (Step 2100).
If the comparison results in a difference, the process proceeds to (Step 600).
(Step 500)
(6) If the value set in the latest communication state is 0, proceed to (Step 700),
In the case of 1, proceed to (Step 2500).
(Step 600)
(7) In the “user ID” item of the terminal state management buffer 302, the information obtained from the state information 101 of the IC tag mobile phone 1 is set.
(Step 700)
(8) In the “history No.” item of the terminal state management buffer 302, the information acquired from the state information 101 of the IC tag mobile phone 1 is set.
(Step 800)
(9) The value of the “latest communication state” item in the terminal state management buffer 302 is set in the “previous communication state” item of the terminal state management buffer 302.
(Step 900)
(10) In the “latest communication state” item of the terminal state management buffer 302, 0 indicating the state in which the mobile phone 1 with the IC tag and the communicator terminal 3 are connected and usable is set.
(Step 1000)
(11) The value of “latest communication state” in the terminal state management buffer 302 is set to the communication state of the state information 101 of the mobile phone 1 with IC tag via the access point.
(Step 1100)
(12) The information on the business 1 registration screen stored in the business history information 1302 of the management server 13 is stored in the communicator terminal using the “history No” value stored in the terminal status management buffer 302 of the communicator terminal 3 as a key. 3 in the temporary buffer 303 for the business 1 registration screen.
(Step 1200)
(13) The information on the business 2 registration screen stored in the business history information 1302 of the management server 13 using the value of “history No” stored in the terminal status management buffer 302 of the communicator terminal 3 as a key. 3 in the temporary buffer 304 for the business 2 registration screen.
(Step 1300)
(14) If all items in the temporary buffer 303 for the business 1 registration screen of the communicator terminal 3 are NULL, the process proceeds to (Step 1500).
If all items in the temporary buffer 304 for the business 2 registration screen of the communicator terminal 3 are NULL, the process proceeds to (Step 1700).
(Step 1400)
(15) Initially display the business 1 registration screen. (Step 1500)
(16) The contents of the temporary buffer 303 for the business 1 registration screen are set at the corresponding location on the business 1 registration screen. (Step 1600)
(17) Initially display the business 2 registration screen. (Step 1700)
(18) The contents of the temporary buffer 304 for the business 2 registration screen are set in the corresponding part of the business 2 registration screen. (Step 1800)
(19) A value obtained by acquiring “current date” and “current time” in “history No” of the terminal state management buffer 302 of the communicator terminal 3 and combining “user ID”, “current date”, and “current time” in this order. Set.
(Step 1900)
(20) The “history No” set in the terminal state management buffer 302 of the communicator terminal 3 is stored in the work history information 1302 of the management server 13.
(Step 2000)
(21) While the latest “communication state” of the terminal state management buffer 302 of the communicator terminal 3 is 0, the steps from (Step 2200) to (Step 2500) are performed in a cycle of 10 seconds.
(Step 2100)
(22) If the “communication status” is 1, proceed to (step 2500).
When the “communication state” is 0, the process proceeds to (Step 2300).
(Step 2200)
(23) Carry out reception work from customers. For details, go to (Step 3200).
(Step 2300)
(24) The value of the “communication state” of the current IC tag mobile phone 1 is set to 0 via the access point.
(Step 2400)
(25) In the “latest communication state” item of the terminal state management buffer 302 of the communicator terminal 3, 1 indicating that the mobile phone 1 with IC tag and the communicator terminal 3 cannot be used is set.
(Step 2500)
(26) The value of the temporary buffer 303 for the business 1 registration screen of the communicator terminal 3 is stored in the business history information 1302 of the management server 13 using the “history No” of the terminal state management buffer 302 as a key.
(Step 2600)
(27) The value of the temporary buffer 304 for the business 2 registration screen of the communicator terminal 3 is stored in the business history information 1302 of the management server 13 using the “history No” of the terminal state management buffer 302 as a key.
(Step 2700)
(28) Set NULL to the value of each item in the temporary buffer 303 for business 1 registration screen.
(Step 2800)
(29) NULL is set to the value of each item of the temporary buffer 304 for business 2 registration screen.
(Step 2900)
(30) Set 1 indicating the state in which the IC tag mobile phone 1 and the communicator terminal 3 are disconnected and cannot be used in the “normal state” of the status information 101 of the IC tag mobile phone 1.
(Step 3000)
(31) “1” is set in the “communication state” of the connection state information 1303 of the management server 13.
(Step 3100)
<An example of telephone reception work is shown. >
(32) A telephone call from a customer is received and a call is placed.
(Step 3200)
(33) In the request contents of the customer, there is a request for the work contents of the work 1, and the work 1 screen is opened.
(Step 3300)
(34) Enter items on the screen while talking to the customer.
(Step 3400)
(35) The setting contents on the business 1 registration screen are stored in the temporary buffer 303 for the business 1 registration screen. (Step 3500)
(36) Close the Business 1 screen from the customer. (Step 3600)
(37) Set NULL to the value of each item in the temporary buffer 303 for business 1 registration screen. (Step 3700)
(38) There is a request for the business content of business 2 in the request content of the customer, and the business 2 screen is opened. (Step 3800)
(39) Enter items on the screen while talking to the customer. (Step 3900)
(40) The setting contents on the business 2 registration screen are stored in the temporary buffer 304 for the business 2 registration screen. (Step 4000)
(41) Close the Business 2 screen from the customer. (Step 4100)
(42) NULL is set to the value of each item in the temporary buffer 304 for business 2 registration screen. (Step 4200)
(43) End customer conversation and hang up. (Step 4300)
(44) The incoming call waiting is set in the item “Communicator state” of the connection state 1303 of the management server 13. (Step 4400)
(45) The communicator returns the screen of the communicator terminal to the initial screen. (Step 4500)

Configuration diagram of the present invention The figure which shows the example of the setting condition of the status information of a mobile phone with an IC tag The figure which shows the example of the setting condition of the terminal state management buffer of a communicator terminal The figure which shows the example of setting condition of the acquisition communication state temporary storage buffer of the communicator terminal The figure which shows the contents of temporary buffer for business 1 registration screen of communicator terminal The figure which shows the contents of temporary buffer for business 2 registration screen of communicator terminal The figure which shows the content of the personal information master of the management server 13 Figure showing the contents of the management server's business history information Figure showing the contents of the management server connection status information Flow chart illustrating the present invention Flow chart illustrating the present invention Flow chart illustrating the present invention Flow chart illustrating the present invention

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 ... Mobile phone with IC tag 101 ... Status information 2 ... IC tag reader 3 ... Communicator terminal 301 ... Customer acceptance software unit 302 ... Terminal status management buffer 303 ... -Temporary buffer 304 for business 1 registration screen ... Temporary buffer 305 for business 2 registration screen ... Acquisition communication state temporary storage buffer 4 ... Connection cable 5 ... Mobile phone 501 with IC tag ... Status information 6 ... IC tag reader 7 ... Communicator terminal 701 ... Customer reception software part 702 ... Terminal status management buffer 703 ... Temporary buffer 704 for business 1 registration screen ... Temporary buffer 705 for business 2 registration screen ... Acquisition communication state temporary storage buffer 8 ... Connection cable 9 ... Mobile phone 901 with IC tag ... Status information 10 ... IC tag reader 11 ... Communicator terminal 1101 ... Customer reception software unit 1102 ... Terminal status management buffer 1103 ... Temporary buffer 1104 for business 1 registration screen ... Temporary buffer 1105 for business 2 registration screen ... Acquisition communication status temporary storage buffer 12 ... Connection cable 13 ... Management server 1301 ... Personal information master 1302 ... Business history information 1303 ... Connection status Information 14 ... incoming call distribution server 15 ... PBX
16 ... Public network 17 ... Telephone 18 ... Access point 19 ... Network in the building

Claims (8)

In an information transfer method in a computer system including a plurality of terminal devices, an IC tag installed in a mobile phone, and a management server connected to the plurality of terminal devices via a network,
The first terminal device included in the plurality of terminal devices reads the identification information from the IC tag, executes predetermined information processing in response to an input from a user, the identification information and the information processing content, Sent to the management server,
When the second terminal device included in the plurality of terminal devices reads the IC tag, the information transfer method selectively displays the processing content or the initial screen from the management server. In the information transfer method according to claim 1,
When the first terminal device continuously reads the identification information from the IC tag and detects that the identification information has not been read, the first terminal device transmits the identification information and the information processing content to the management server. An information transfer method characterized by that. In the information transfer method according to claim 2,
The first terminal device detects the unreadable state, and transmits the identification information and the information processing content to the management server when the connection status of the mobile phone is continued. Information takeover method. In the information transfer method according to claim 3,
When the second terminal device reads the identification information from the IC tag, the connection status of the mobile phone is (1) continuously connected from the time of user operation on the first terminal device. If it is, the information processing content stored in the management server is displayed. (2) If the connection at the time of user operation on the first terminal device is interrupted, the initial screen is displayed. Characteristic information transfer method. In the information transfer method according to claim 1,
The first terminal device continuously transmits the information processing content to the management server, continuously reads the identification information from the IC tag, and detects that the identification information cannot be read. Send the details of the detection to the management server,
When the management server receives the detection content, the management server stores the information processing content as away information,
The terminal device displays the away information as the information processing content. In the information transfer method according to claim 5,
When the second terminal device reads the identification information from the IC tag, the second terminal device sends away information request information requesting the away information to the management server,
The management server, in response to the absence information request information, transmits the absence information to the second terminal device if there is the absence information. In the information transfer method according to claim 6,
The second terminal device reads the identification information from the IC tag, and the connection status of the mobile phone is continuously connected from the time of user operation on the first terminal device. The information takeover method characterized by transmitting the absence information request information. In the information transfer method according to claim 5,
If the connection status of the mobile phone is (1) continuously connected from the user's operation at the first terminal device, the second terminal device stores information stored in the management server. (2) An information transfer method characterized by displaying an initial screen if the connection at the time of a user operation on the first terminal device is interrupted.

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