JP3251620B2 - Exchange system - Google Patents

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION The present invention relates to an automatic call distribution function (hereinafter simply referred to as ACD).
(Referred to as a function).

[0002]

2. Description of the Related Art The current private branch exchange system is provided with various service functions, one of which is ACD.
Function is known. This function is to connect a number of calls equally among receivers of a preset ACD group in accordance with a predetermined call distribution method.

[0003] Each ACD group can be set with a supervisor of the group. Here, the job of the supervisor is to manage and supervise the operations of the ACD group and the receptionist, and to smoothly perform the telephone reception business.

[0004] In order to assist the duties of this supervisor, ACD
Among the functions, a monitor function is provided. This monitoring function is a function in which the supervisor interrupts the call of the receiver and listens to the call in order to monitor the work status of the receiver. However, in this case, the voice of the supervisor is inaudible to the receptionist.

[0005] This monitoring function will be described with reference to the flowcharts of FIGS. When monitoring the receptionist, as shown in FIG. 3, the supervisor (Superviser) dials the number of the receptionist A (Agent A) (step 3).
01).

[0006] If Recipient A is busy, the supervisor hears a Busy Tone (step 302).

[0007] After confirming the busy tone, the supervisor checks the service
An ATAP key for operating a monitor function among the keys is operated (step 303).

[0008] The central processing unit of the exchange asks for a receiver A dialed by the supervisor (step 304), and checks whether the receiver A is busy (step 305).

If the receiver A is busy, the central processing unit forms a communication path for the three-party conference between the receiver A and the other party, and furthermore, the supervisor (step 30).
6).

Then, the supervisor's communication path is set in one direction so that the supervisor's voice does not enter the communication path between the receiver A and the other party (step 307), and the process ends.

Next, the case where the receptionist monitored by the supervisor ends the call will be described with reference to FIG. When the receiver is restored (step 401), the central processing unit checks whether the receiver is being monitored (step 402). If the receiver is being monitored, the central processing unit asks the other party and the supervisor who is monitoring (step 401). 403) The three-way conference call path between the three parties is turned off (step 404), and restoration processing of each terminal is performed (step 405).

[0012] Therefore, the supervisor can monitor only one call of the receiver by one operation, and when monitoring the same receiver continuously, the supervisor must repeat the same operation from the beginning. There was an inconvenience.

[0013]

As described above, in the conventional private branch exchange system, when the receptionist ends the call, the monitor function is also terminated at the same time, so that the supervisor tries to monitor the same receptionist again. When doing so, there was a problem that the same operation had to be performed again from the beginning.

According to the present invention, the above problem is eliminated, and the supervisor terminal continues to monitor the acceptor terminal even when the acceptor ends the call, and when the acceptor answers the next call, the supervisor operates again. Listening to the receptionist's call without having to do so allows the supervisor to manage and manage his ACD group and receptionist.
It is an object of the present invention to provide an exchange system having a service function capable of performing supervision smoothly.

[0015]

In order to achieve the above object, the present invention provides an extension terminal and a switching device to which the extension terminal is connected, and a central office comprising a group of at least one extension terminal. In a switching system having an incoming call distribution function of evenly distributing the incoming call when there is an incoming call from the supervisory terminal, the supervisory terminal can monitor the state from the supervisory terminal with the extension terminal belonging to the group as a receiver. Receptionist number storage means for storing a number associated with the extension terminal of the acceptor, and a number associated with the extension terminal in the acceptance number storage means even if the extension terminal of the acceptor associated with the monitor is restored. Means for maintaining the number of the extension terminal, and the number of the extension terminal is stored in the number of reception number storage means when the receptionist responds to a new incoming call from the office line. If so, characterized by comprising a monitoring control means for starting the monitoring of the terminal of the supervisor automatically.

[0016]

According to the present invention, when the supervisor activates the monitor function, the number associated with the extension terminal of the monitored receiver is stored in the receiver number storage means, and the extension terminal of the receiver associated with the monitor is stored. Even if is restored, the number related to the extension terminal is held in the receptionist number storage means. After that, when the acceptor responds to a new incoming call from the office line, if the number of the extension terminal of the acceptor is stored in the acceptor number storage means, the monitor at the supervisor's terminal is automatically activated. Start. Thus, according to the present invention, when the receptionist answers the incoming call, the supervisor can monitor the receptionist without performing any operation.

[0017]

DESCRIPTION OF THE PREFERRED EMBODIMENTS Embodiments of the present invention will be described below in detail with reference to the accompanying drawings. FIG. 1 is a configuration diagram of a private branch exchange system according to one embodiment of the present invention. In FIG. 1, a plurality of electronic key telephones 1a-1b are respectively connected to a communication path network (S) via line circuits (LC) 2a-2b.
W) 3. The communication network 3 is connected to the office via office trunks (TRK) 4a-4b.

The communication network 3, line circuits 2a-2b, and trunks 4a-4b are connected to a central processing unit (CC) 6 via a control data bus line 5. The central processing unit 6 performs a control operation using the data stored in the storage device (MEM) 7, and performs key telephones 1 a to 1 b via the network 3.
It is configured to form a communication path between the telephone lines 1a and 1b and the central office line.

Each of the key telephones 1a and 1b includes a handset 11, a hook mechanism 12, a dial mechanism 13, various service key buttons, an ATAP key 14a, and the like, as shown in FIG. here,
The ATAP key 14a of the key telephones 1a-1b is A
This is a service key operated when the supervisor monitors the receptionist for the CD function.

As a device for assisting the monitor operation of the ACD function, a terminal use state display 1c is accommodated in the system shown in FIG. 1 by being connected to the line circuit 2c. The terminal use state display 1c displays the use state of the extension DN or the office line in the system by, for example, turning on or off the corresponding display unit. The supervisor of the ACD function refers to the display, grasps the situation of the recipient, and monitors the recipient based on the situation. When starting this monitoring operation, the supervisor usually accesses the receptionist using the dial mechanism 13 of the key telephone 1 used by the supervisor. Here, if the terminal use state display 1c is provided with a switch for calling corresponding to each of the display units, the switch can be directly operated to notify the receiver corresponding to the display unit. It is also possible to construct a system for directly calling a monitor.

Next, a case where a dial operation is performed from the key telephone 1a to the key telephone 1b as another extension will be described.

When the key telephone 1a makes a call, this call information is transmitted to the central processing unit 6 via the line circuit 2a. The central processing unit 6 responds to the call information
When the network (SW) 3 is in a circuit-connected state, a dial tone is transmitted to the key telephone 1a to inform the operator of the key telephone 1a that dialing is possible.

After confirming the dial tone, the dial information given from the key telephone 1a is sent to the line circuit 2
Similarly, the central processing unit 6 receives the above-mentioned dial information by the required number of digits, and determines whether it is an extension interconnection or a central office connection.

If the dial destination is an extension, it is checked whether the destination number is empty. When it is idle, a ringing tone is sent to the destination terminal and a ring back tone is sent to the caller. In the case of office line connection, an empty trunk is selected, and the calling terminal is connected to the empty trunk.

Next, the monitor operation in this system is shown in FIG.
This will be described with reference to FIGS. 6, 7, 8, and 9.

First, a case where the supervisor operates the monitor function to monitor the receptionist A will be described with reference to FIG. In this case, the supervisor dials the number (DNa) of the recipient A (step 601).

The dial information is given to the central processing unit 6 in the same manner as described above. When the central processing unit 6 receives the required number of digits of the dial information, the central processing unit 6 checks whether the destination address DNa is empty or not, and , Busy Tone is sent to the supervisor (step 602).

After confirming the Busy Tone, the supervisor presses the ATAP Key to operate the monitor function (step 603).

The central unit 6 asks the supervisor DN who has pressed the ATAP Key for the number DNa of the recipient A who dialed (step 604), and checks whether the DNa is in a talking state (step 605).

When the receptionist A is busy, the central processing unit 6 stores the number DNa of the receptionist A as shown in FIG. 5 in the ATAP of the memory table MEMT1 configured to correspond to the supervisor's number. Number D of the supervisor who pressed Key
The data is written to the memory address MEMM1 corresponding to Ns (step 606).

The central processing unit 6 forms a communication path for a three-party conference between the supervisor, the receiver A, and the other party (step 607), and sets the supervisor's communication path in one direction. The voice of the supervisor is prevented from entering the conversation between the receptionist and the other party (step 608), and the process ends.

When the receptionist A is not in a call, the central processing unit 6 notifies the supervisor of Overflow Ton.
e (step 609) to inform that the monitor function cannot operate.

Next, a case where the monitored receptionist A recovers will be described with reference to FIG. When the receiver A recovers, the information is transmitted to the central processing unit 6 through the above route (step 701).

The central processing unit 6 checks whether or not the receiver A is being monitored (step 702). If so, the central processor 6 asks for a call partner of the receiver A and a supervisor who is monitoring (step 703). ).

The central processing unit 6 turns off the three-party conference communication path between the receptionist A, the other party, and the supervisor who is monitoring (step 704), and restores the supervisor terminal. Without waiting (step 70)
5).

Therefore, the terminal of the supervisor does not become idle, but remains in use. Then, the central processing unit 6
Performs recovery processing of the receiver A and the other party, and sets the user to Idle (step 706).

Next, the case where the acceptor A responds to the incoming call and the supervisor monitors again will be described with reference to FIG. When acceptor A answers the incoming call (step 80)
1), the information is transmitted to the central processing unit 6 through the above route.

The central processing unit 6 checks whether the responder is a acceptor or a general handler (step 80).
2) If the recipient, the extension number DNa of the responding recipient is obtained.

The central processing unit 6 checks whether DNa is registered in the memory table MEMT1 (step 80).
3,804), if registered, the acceptor has determined that the DNA is being monitored by the supervisor, and
From the correspondence between the EMM1 and the supervisor's number, the supervisor's number being monitored is obtained (step 805).

The central processing unit 6 checks whether the obtained state of the supervisor is a monitor waiting state (step 806). If so, the central processing unit 6 sets a three-way state between the acceptor, the caller and the supervisor. To form a communication path for the conference (step 807)
The supervisor's communication path is set in one direction so that the supervisor's voice does not enter during the call (step 808).

If the acceptor is not being monitored or the supervisor is not in a monitoring wait state, a conventional response process is performed (step 809).

Next, a case where the supervisor recovers from monitoring or waiting for monitoring will be described with reference to FIG.

When the supervisor is restored, the information is transmitted to the central processing unit 6 through the above route (step 90).
1).

Upon receiving this information, the central unit 6 checks whether the state of the supervisor is in a monitor waiting state (step 9).
02). If not, it is checked whether monitoring is in progress (step 903).

When monitoring is in progress, the central processing unit 6
Asks for the receiver monitored by the supervisor and the other party (step 904), and turns off the three-party conference communication path between the three parties (step 905). Then, a two-party communication path between the acceptor and the other party is formed (step 90).
6).

Thereafter, the central processing unit 6 stores the memory table M storing the monitored recipient number DNa.
The contents of MEMM1 of EMT1 are cleared with "FFFF" H (step 907), and the receiver monitored by the supervisor is deleted. Then, the central processing unit 6 performs the recovery process of the supervisor to make the supervisor idle (step 90).
8).

When the supervisor is in the monitor waiting state, the central unit 6 performs the processing after (step 906) to put the supervisor in the idle state and stop the monitor function.

[0048]

As described above, according to the present invention,
The supervisor stores the number of the extension terminal of the receiver monitored by the supervisor, and retains the number of the extension terminal even if the extension terminal of the receiver related to the monitor is restored, so that the number from the office line is maintained. When the receptionist responds to a new incoming call and the number associated with this receptionist's extension terminal is retained, monitoring on the supervisor's terminal is automatically started,
When the receptionist answers the next call, the supervisor can monitor the receptionist's call without any operation, and a switching system with high serviceability that facilitates the supervisor's work. Can be provided.

[Brief description of the drawings]

FIG. 1 is a block diagram showing a schematic configuration of a private branch exchange according to the present invention.

FIG. 2 is an external configuration diagram of a key telephone housed in the private branch exchange of the present invention.

FIG. 3 is a processing flowchart when a monitor function according to a conventional ACD function is started.

FIG. 4 is a flowchart of a process performed by a conventional receiver at the time of recovery of a receiver monitored by the ACD function.

FIG. 5 is a diagram showing an example of a table for storing the recipient information monitored by the ACD function of the present invention.

FIG. 6 is a processing flowchart when the monitor function according to the ACD function of the present invention is activated.

FIG. 7 is a flowchart of a process at the time of recovery of a receiver monitored by the ACD function of the present invention.

FIG. 8 is a processing flowchart at the time of a response of a receiver monitored by the ACD function of the present invention.

FIG. 9 is a flowchart of a process at the time of restoration of the supervisor of the ACD function of the present invention.

[Explanation of symbols]

 1a-1b Key Telephone 1c Terminal Usage Status Indicator 2a-2c Line Circuit 3 Communication Network 4a-4b Central Line Trunk Circuit 5 Control Data Bus Line 6 Central Processing Unit 7 Storage Device 11 Handset 12 Hook Mechanism 13 Dial Mechanism 14 Service Key Button 14a ATAP Key

Claims (1)

(57) [Claims] 1. An incoming call distribution system comprising an extension terminal and a switching device to which the extension terminal is connected, wherein when there is an incoming call from a central office to a group of at least one extension terminal, the incoming call is evenly distributed. In a switching system having functions and being able to monitor the state of the extension terminal belonging to the group as a receiver from a supervisor terminal, a reception for storing the number of the extension terminal of the receiver monitored by the supervisor. User number storage means, a receiver number maintaining means for holding the number related to the extension terminal in the receiver number storage means even if the extension terminal of the receiver related to the monitor recovers, If the number associated with the extension terminal is held in the acceptor number storage means when the acceptor responds to the incoming call, the monitor at the supervisor terminal is automatically activated. And a monitor control means for starting operation.