Customer engineer dispatch system, customer engineer dispatch method and customer engineer dispatch equipment

摘要

PROBLEM TO BE SOLVED: To efficiently dispatch customer engineers for a trouble of an apparatus malfunctioned. ;SOLUTION: A reception part receives failure information on apparatuses installed at customer site and information concerning a request for dispatching customer engineers (S10). A dispatching decision making unit then decides whether or not to dispatch customer engineers by referring to a decision making information database (S11). Furthermore, a customer engineer selection unit selects customer engineers to be dispatched (S12). The customer engineer selection unit, at this time, selects a plurality of customer engineers on the basis of the apparatus type and contents of the malfunction and ranks them for dispatch. A communication unit then, communicates with the customer engineer with the highest rank by referring to a CE information database and a CE schedule database (S13, S14).;COPYRIGHT: (C)2003,JPO