JP5213012B2 - Automatic call distribution method and system - Google Patents

Description

  The present invention relates to an automatic call distribution method and system capable of promptly responding to specific calls concentrated from a large number of users on a nationwide scale in a communication system including telephone exchange.

  As a conventional automatic call distribution system, for example, there is an autonomous cooperative distributed processing type management information system disclosed in Japanese Patent Laid-Open No. 2000-295353 (Patent Document 1). This has a configuration in which a telephone switching system having an ACD (automatic call distribution) function forms a set with a known management information system (MIS), and a plurality of them are loosely coupled by a network link of a high-speed communication bus. The ACD (automatic call distribution) function is achieved by enhancing the management function of the entire network by the cooperative action between MISs. However, this Patent Document 1 requires a cooperative operation with the MIS and cannot be processed only by the telephone exchange system. This telephone exchange system corresponds to a private branch exchange.

  For example, an automatic equal call distribution system disclosed in Japanese Patent Application Laid-Open No. 2001-144860 (Patent Document 2) is one that realizes an ACD function of only a telephone switching system by constructing a network with a plurality of private branch exchanges. In this system, each of a plurality of private branch exchanges connected by a dedicated communication line is equipped with an ACD processor, a database, and a queue memory, and records incoming calls from the public network in the queue memory. The incoming call taken out from the queue memory is distributed to the optimum extension belonging to the destination extension group.

  For example, each of the plurality of private branch exchanges corresponds to each incoming line of the public network, and, for example, the number of extension terminals is changed according to the traffic amount for each of the plurality of extension groups. Further, according to the technique of Patent Document 2, destination extension groups handled by one private branch exchange are limited, and incoming line distribution among a plurality of private branch exchanges or incoming calls to each group within each private branch exchange. Automatic equal distribution is planned for. However, it is not clear about automatic equal distribution when the extension terminals of the same group extend over a plurality of private branch exchanges. In other words, the function for automatically distributing incoming calls over a wide area is unclear.

  Moreover, as a call distribution system according to the traffic volume, for example, there is an automatic call distribution system disclosed in Japanese Patent Laid-Open No. 2001-197206 (Patent Document 3). This is because the first private branch exchange connected to the public network has the control right information, traffic information, and traffic information for the purpose of evenly distributing calls at a low cost without changing data even when specific incoming calls are concentrated. A management database, traffic observation means, comparison means, selection means, and control right change instructing means; the second private branch exchange receives a control right change instruction from the first exchange and calls the receiving terminal of the group instructed. Distribute. The first exchange has the function of the second exchange.

  The control right information indicates a private branch exchange that has a control right of call distribution control for each group. The traffic information indicates traffic of other private branch exchanges connected to each other. The management database stores per-group traffic information indicating the traffic for each group. The traffic observation means observes the traffic of its own device. The comparison means compares the traffic observed by the traffic observation means with a preset traffic threshold. When the traffic exceeds the traffic threshold by the comparing means, the selecting means is accommodated by the second private branch exchange to which the control right is changed and the receiving terminal accommodating means based on the storage information of the management database. Selects the group having the control right. The control right change instruction means instructs the second private branch exchange selected by the selection means to change the control right of the group having the control right.

  Therefore, in a plurality of private branch exchanges connected to the network, a call distribution control right is assigned to each private branch exchange for each acceptance group, and the traffic of the private branch exchange and each acceptance group in which the private branch exchange holds the call distribution control right. Broadcast traffic. In each private branch exchange, when the private branch exchange traffic threshold specified in the system is exceeded, or when a system down of another private branch exchange is detected, the broadcast traffic of each private branch exchange and the traffic for each receiving group are reported. Then, the receiving group for changing the call distribution control right and the private branch exchange to be changed are selected, and the call distribution control right for each receiving group is changed via the network dedicated line.

  However, in this system, even distribution based on, for example, periodic broadcast traffic for each private branch exchange or receiving group is described. However, only this equal distribution is efficient for each receiving terminal in the receiving group. In addition, quick and even equalization cannot be expected.

JP 2000-295353 A JP 2001-144860 A JP 2001-197206 A

The problem to be solved is that when a plurality of extension telephones forming one reception group are connected to a plurality of telephone exchange devices, it is not possible to finely handle the equal distribution of the extension telephones when an incoming call is received, and the efficiency It is often not possible to call quickly.
In the present invention, when a plurality of extension telephones forming one reception group are connected to a plurality of telephone exchange apparatuses, when an incoming call is received, it is possible to finely handle the equal distribution of the extension telephones, and to efficiently and quickly The purpose is to enable calling.

Therefore, the automatic call distribution method of the present invention is an automatic call distribution method for a system in which a plurality of telephones belonging to each acceptance group are distributed and connected to a plurality of switching devices to form an automatic call distribution group (ACDG), A system is constructed by a virtual private network (VPN) and a plurality of switching devices that are connected to the VPN as external lines and telephones are connected to the extension lines, and each of the plurality of switching devices can be distributed by its own device. When the telephone is identified, the other switching devices in the system are immediately notified of the contents of the switching device to the other switching devices in the system so that the ACDG number and the extension number to which they belong can be known. When the notification is received through the VPN, a predetermined distribution order is assigned to the extension number that can distribute the call for each group. Are created in a queue, and when an incoming call is received from another switching apparatus via a VPN to a predetermined group, an extension number based on the distribution ordering of the group is selected and the corresponding telephone is called. It is characterized by.
The automatic call distribution system according to the present invention is an automatic call distribution system in which a plurality of telephones belonging to each acceptance group are distributed and connected to a plurality of switching devices to form an automatic call distribution group (ACDG), which is a virtual private distribution system. Constructed by a network (VPN) and a plurality of switching devices that connect to the VPN as an external line and connect telephones to the extension, each of the plurality of switching devices identified a phone that can be distributed by its own device At the same time, the other switching devices in the system immediately notify each other of the contents through the VPN so that the ACDG number and extension number to which they belong can be known. When the notification is received via the network, a predetermined distribution order is assigned to each extension number to which the call for each group can be distributed. It is formed in a queue, and when a call is received to a predetermined group from another switching apparatus via VPN, an extension number based on the distribution ordering of the group is selected and the corresponding telephone is called. .

This system, IP can the integrated switching system comprising (Internet Protocol) network, therefore, may have a unique information signal transfer system between said switching device in the VPN. Wherein each switching apparatus, to all of said switching devices in said system, said each time notifies the extension of the log that is registered for each group match, when receiving the notification, the extension of the logged in each group The main feature is that a predetermined distribution ordering is performed each time a queue is formed, and when an incoming call is received for the group, an extension number based on the distribution ordering is selected and called.

A specific configuration of the automatic call distribution system includes a registration database in which each switching device records a login / logout corresponding to the extension number registered for each group, and a login in all switching devices in the system. A queuing memory that records the extension number in the group in a predetermined distribution order for each group and records it as a queue, and when the extension number is registered in the registration database, the login / logout information is stored in the registration / logout information. Notify each switching device in the system each time, and when login / logout information is received from another switching device, add / delete the corresponding extension number in the queue memory and set it as the extension number that is logged in a control unit for each time setting a distribution order of can be achieved by providing a.

With this configuration, each switching device is able to grasp at least the login information of the group extension number in all exchange device on time. Therefore , when the switching device receives an incoming group call from the public telephone network, the switching device can determine the extension telephones that can be called in the group together with the distribution order from the record in the queue memory. One of them that can be accepted can be selected and distributed quickly based on a predetermined distribution order.

The switching apparatus includes a master switching apparatus that is connected to the public telephone network and a subscriber line as an external line and connected to the VPN through a dedicated line on the other side and a telephone to an extension line, and has a dedicated line as an external line. It can be classified as a slave switching device that connects only to a VPN and connects a telephone to an extension. Therefore, this integrated switching system can be constructed without including a slave switching device.

  When there is an incoming call from the public telephone network to the accepting group, the master switching device is the master switching device that has received the incoming call first, and the extension number of the group corresponding to the incoming call in its own switching device from the queue Select one from the list according to the distribution order and call it. On the other hand, the master switching device or the slave switching device transfers the incoming call via the VPN to the switching device selected according to a predetermined distribution order when there is no callable extension in its switching device, When there is an incoming call from the VPN to the receiving group, one of the extension numbers of the group corresponding to the incoming call in its own switching apparatus is selected from the queue according to the distribution order and called.

  If there is no selectable extension number in the queue memory, the normal overflow transfer function may be used to transfer the incoming call group information to the extension telephones of other groups. Therefore, the present invention not only can easily cope with a temporary overload, but is also effective in achieving equal use of extension telephones throughout the system.

  The registration database can record a login time schedule for each group and each extension number. Therefore, since the same extension number can be logged in and registered in different groups in different time zones, it is possible to change the number of received extensions based on the time zone and appropriately set the number of receiving telephones for different receiving groups. In other words, when traffic fluctuations according to time zones are expected, it is possible to evenly distribute the extension telephones among the receiving groups.

  The queue memory can record the login time for each extension number. For this reason, by logging out once an incoming call is received, the waiting time for each extension can be calculated from the current time. Therefore, by preferentially selecting an extension telephone with a long waiting time, a more even distribution can be realized in terms of processing time. Further, the number of handlings within a predetermined time may be measured and recorded. As a result, it is possible to distribute more evenly by the number of processing cases by preferentially selecting telephones with a small number of handling.

Automatic call distribution system according to the invention, each switching device, the queue control unit and a call control section for executing a program control combining the above-described functions can be realized by Maseru free.

  The automatic call distribution method and system according to the present invention relates to an integrated switching system including an IP network, and has a unique information signal system capable of quickly transferring between the switching devices by the VPN. In addition, each of the exchange devices has login or logout information at the extension numbers of all the exchange devices in the integrated exchange system from the registration database of whether or not the login is corresponding to the extension number registered for each acceptance group. For example, I receive it in a broadcast. At this time, the extension number for each group is recorded in the queue memory together with a predetermined distribution order. Therefore, since any switchboard always keeps track of the login status of the called extension telephone for incoming calls in the receiving group, one telephone can be selected easily and efficiently in accordance with the distribution order. Therefore, there is an effect that a plurality of extension telephones corresponding to at least one group can be called equally in the entire system.

  When multiple extension telephones that form one reception group are connected to multiple telephone exchanges, a fine response to the equal distribution of the extension telephones is provided for incoming calls of the reception group in the integrated switching system. The purpose of enabling an efficient and quick call was realized by always grasping the extension telephone number of the login registration that constitutes the receiving group in all the switching devices in the system.

  In other words, all the switching devices in the system register in advance the extension numbers of the telephones constituting one acceptance group ACDG, and each switching device is connected to the VPN using the IP network through a dedicated line, so that a signal unique to the VPN The system realized quick information transmission. Therefore, every time the registered extension telephone is logged in / logout, the information can be promptly notified to all the switching apparatuses via the VPN by, for example, a broadcast function. For this reason, each switching apparatus can always grasp the extension telephones that can be called and set a predetermined distribution order to enable efficient uniform distribution.

In the following, the embodiments will be illustrated and described. However, changes such as separation / merging of block configurations and replacement of procedures are free as long as they satisfy the gist of the present invention and the functions described, and the following description limits the present invention. It is not a thing.

  A first embodiment of the present invention will be described with reference to FIG.

  FIG. 1 is an explanatory diagram showing in block form an embodiment of an integrated switching system according to the present invention.

  The illustrated integrated switching system 10 includes a master switching device 1M, a slave switching device 1S, a VPN (Virtual Private Network) 2 and a telephone 3, and a public telephone network 20 and a subscriber line. Connected with. The integrated switching system 10 is a large-scale, for example, nationwide corporate telephone switching system. When the master switching device 1M or the slave switching device 1S is a common functional device in the following description, it is collectively referred to as the switching device 1.

  Since the integrated switching system 10 constitutes a VPN system, the transmission speed of the signal exchange device via the VPN 2 is quick, and safety is ensured by the standard in the system. An incoming call for the ACD (automatic call distribution) function is accepted from the public telephone network 20. In this way, because of the interface in the VPN 2, each switching apparatus 1M, 1S is given a simple ID (identification) number in addition to the IP address for the IP network. The ID number may be an ID code or may be substituted with an IP address.

In the master switching device 1M, a subscriber line of the public telephone network 20 is connected to one side as an external line, a dedicated line of VPN 2 is connected to the other side, and a plurality of telephones 3 are connected as extension lines. The slave switching device 1S is obtained by deleting the subscriber line of the public telephone network 20 from the configuration of the master switching device 1M, and the other configurations and functions are the same. The VPN 2 includes an IP network typified by the Internet, a lease line leased from the network of a communication carrier, and a direct line including the lease line, and is configured as a dedicated line of the integrated switching system 10. Therefore, the signal transmitted via the VPN 2 is applied with a standard unique to the integrated switching system 10, so that quickness and confidentiality can be ensured. Each switching device 1 is accommodated and connected with a plurality of telephones 3 as extensions, and each of the plurality of telephones 3 is assigned an extension number, and is classified as, for example, ACDG1 or ACDG2 as an ACD group (ACDG).

  The ACDG1 and ACDG2 shown in the figure are accommodated in all the exchange apparatuses, but there may be exchange apparatuses that are not accommodated. The telephone belonging to the ACDG is preferably a button telephone, but may be a general single telephone. The ACD incoming line from the public telephone network 20 is assumed to be a general incoming line in which a representative number is formed, a dial-in line, and / or a dial-in line after a representative incoming call.

  Next, the exchange device 1 will be described with reference to the master exchange device 1M in FIG. FIG. 2 is an explanatory diagram showing, in block form, an embodiment of the master switching device 1M. The master switching apparatus 1M includes an external line IF (interface) 11, an IPN (IP network) IF 12, a dedicated line IF 13, an internal line IF 14, a call control unit 15, a queue control unit 16, an ACD registration DB (database) 17, and a queue memory. 18 The slave switching apparatus 1S does not include the external line IF 11 of the master switching apparatus 1M. Therefore, there is no control regarding the external line IF 11, but other functions are exactly the same.

  The external line IF 11 accommodates a subscriber line of the public telephone network 20 and has an external line interface. The IPNIF 12 and the dedicated line IF 13 have respective dedicated line interfaces. The IPNIF 12 is connected to the IP network 21 via a router, and can communicate not only within the country but also throughout the world by an IP address. The dedicated line IF 13 is an integrated circuit that is constructed as a direct dedicated line 22 in the case of a leased line leased from a network of a communication carrier, an interface according to the line type, and / or a direct line connecting between switching devices. Each of the predetermined interfaces in the switching system 10 is provided. The extension IF 14 has an extension interface with the telephone 3-1 of ACDG 1, the telephone 3-2 of ACDG 2, and the general telephone 3.

  The call control unit 15 controls incoming / outgoing calls between the external line, the dedicated line, and the internal line, and between the respective lines. The queue control unit 16 also operates in cooperation with the call control unit 15 and executes the ACD function by making full use of the ACD registration DB 17 and the queue memory 18. Details thereof will be described later.

  In the ACD registration DB 17, all the extension telephones 3-1 and 3-2 registered in the ACD are registered in advance by extension numbers as shown in FIG. Record whether it is medium "1". That is, the extension number “1100” in the standby state is registered with the code “1”, and the extension number “1101” in the telephone conversation state or the absence state by the operator operation is registered as the logout code “0”. The extension telephones 3-1 and 3-2 are accommodated as self-switching apparatuses, for example, “IDn” in the case of an ID number “n”, and are recorded for each ACDG number area.

  As shown in FIG. 4, the queuing memory 18 starts with its own ID number “n” for each ACDG processed by the switching device “IDn” and performs all ACD functions in the integrated switching system 10 as “ Corresponding to the ID number of the exchange apparatus that is turned “on”, only the extension number “1” being logged in, for example “1100, 1103, 2100” is recorded in the ACD registration DB 17. In the drawing, it is assumed that the extension number “2100” has a calling code “1”. Therefore, the distribution order “1, 2” is preset for each of the remaining extension numbers “1100, 1103” in the standby state. When there is an incoming call, a call signal is sent to only one of the ACDGs. Because of the subsequent incoming call with the same ACDG, the extension that is ringing is removed from the distribution with the order of “0”.

  For this reason, each time the extension number is logged in / out, the queue control unit 16 that accommodates the extension updates its own ACD registration DB 17 and displays the changed information with its own ID number “n”. The queue memory 18 is updated by sending a broadcast notification to all the switching devices including it. Therefore, in the queue control unit 16, for each ACDG, a login extension number that can distribute incoming calls in correspondence with ID numbers of other switching apparatuses is always registered. Here, the broadcast notification is used, but other notification methods may be used as long as notifications can be made at almost the same time.

  In the queue memory 18, a predetermined distribution order is set in advance in each switching device in order to equalize the call destinations when there is an ACD call. For example, first, the extension numbers in the ID number area of the self-exchange device are distributed, and the other ID numbers are ordered for each exchange device in consideration of the integrated exchange system 10 as a whole, for example. Further, the same ID number is selected based on the login time, for example. When there is an incoming ACD call, the call signal is sent to only one of the extension telephones belonging to the incoming call ACDG. When there is an external line compatible lamp such as a key telephone, all incoming external line compatible lamps can be blinked to make the incoming call known.

  In addition, the queue memory 18 can be notified that the call signal is being sent and the extension can be handled in the same manner as logout, and can be excluded from distribution for the next incoming call. On the other hand, for a long-time call, the call may be switched to the extension in the next order. Since the log-in information in the queue memory 18 is shared by each switching apparatus 1, it is possible to distribute the information equally to telephones in the same ACDG by setting an appropriate distribution order. Further, the setting of the distribution order in the ACD function, the application of functions such as overflow transfer, etc. may be set uniquely in each switching apparatus.

  As described above, since the ACD is applied to an incoming call from a subscriber line forming a group of the public telephone network 20, the first incoming call is one of a plurality of master switching devices 1M. For example, when the extension telephone 3-1 that is distributed to the ACDG 1 that has been received by the extension telephone 3 connected to the master switching device 1 M is not in the queue memory 18, that is, the own ID number is stored in the queue memory 18. If there is no extension number that can be distributed in the area, the master switching apparatus 1M calls the highest priority selection extension number in the queue memory 18 at that time. Accordingly, the incoming call is transferred to the switching apparatus to which the extension number selected using the dedicated line belongs. An incoming call via a dedicated line can be called by specifying one extension number.

  With this configuration, each switching device 1 in the integrated switching system 10 notifies only the registration information in the queue memory 18 associated with the change in the ACD registration DB 17, so that all the queue memories in the integrated switching system 10 are notified. 18 registration information can be unified. Therefore, the above configuration is effective for even distribution in ACD incoming calls.

  Next, the ACD function of the exchange apparatus will be summarized again.

  When the switching device 1 having the basic function of the ACD described above has an ACDG extension and exhibits the ACD function, the switching device 1 is set to the ACD function “on” mode.

  The exchange device 1 whose ACD function is set to ON notifies all exchange devices in the integrated exchange system 10 of ACD-related information at the next timing. This notification is ignored by the off-set exchange device for the ACD function. The timing is that when the ACD function on / off setting of the switching device is set, when the data belonging to the ACDG is newly set or deleted in the ACD registration DB 17 and saved, and the extension login / logout changes in the ACD registration DB 17 This is when it is saved, when information associated with the registration change in the queue memory 18 is generated.

  The ACD related notification information of the relevant switching device includes at least the self ID number, the extension number when logging in / out or answering the call / answer, and the ACDG number of the extension. When receiving the ACD related notification information, the exchange device 1 with the ACD function ON adds / deletes or updates the registration of the queue memory 18 based on the information.

  Next, referring to FIGS. 1 to 4 together with FIG. 5, the operation procedure when the exchange device “IDn” newly sets the ACD function “ON” will be described. In the case of the ACD function “off”, the operation is reverse, but the procedure is similar.

  When the switching device “IDn” and the ACD function “ON” are newly set, the queue control unit 16 sets ACD system data according to an input from an external terminal (not shown) by the user and stores the data in the ACD registration DB 17. Is saved (procedure S0). Next, the queue control unit 16 creates the login extension number set in the ACD registration DB 17 and its ACDG number together with the ID number “n” as an information signal, and creates the created information signal in the integrated switching system 10. All exchange devices 1 are notified by broadcast transmission (procedure S1). Subsequently, in the exchange device “IDn”, the queue control unit 16 newly registers the received information in the corresponding “IDn” number area for each ACDG number in the queue memory 18 and sets the distribution order again (procedure) S2).

  The exchange device “ID1” with the ACD function ON receives and accepts the information signal related to the login extension by “IDn” (step S3). However, the exchange device “ID2” with the ACD function off rejects the reception of the reception information signal (step S3A).

  In the exchange device “ID1”, the queue control unit 16 newly registers received information in the corresponding “IDn” number area for each ACDG number in the queue memory 18 and sets the distribution order again (step S4). . The distribution order with respect to the ID number of each switching device is set by the user in each switching device in balance with the related switching device.

  In the exchange device “ID1”, the exchange control device “IDn” has newly entered the ACD function “on”, and the queue control unit 16 has the login extensions that can be distributed by the ACD registration DB 17 or the queue memory 18. Information is created in an information signal together with the ID number “1” and transmitted to the exchange device “IDn” of the ID number “n” of the previous transmission source (step S5).

  In the exchange device “IDn”, information signals related to the ACD are sequentially received from the exchange device with the ACD function ON such as the exchange device “ID1” (step S6), so the queue control unit 16 accepts this and waits. The reception information is newly registered in the corresponding “ID” number area for each ACDG number in the matrix memory 18, the distribution order is set again (step S7), and the procedure is terminated.

  Next, referring to FIGS. 1 to 4 together with FIG. 6, the operation procedure when the exchange device “IDn” receives a login or logout setting notification from the ACD telephone 3 will be described.

  When the switching device “IDn” receives the login setting from the extension telephone 3 registered in the ACD registration DB 17, for example, adds to the ACD function or terminates the call (step S 10), and enters the ACD standby state, queue control The unit 16 sets the login “1” in the target extension number area in the ACD registration DB 17 and additionally sets the extension number in the corresponding area of the queue memory 18 (step S11) to update the distribution order (step S12). The In the case of logout, for example, in the case of login setting cancellation or incoming call response, the corresponding extension number is deleted.

  At that time, the queue control unit 16 creates update information by adding or deleting the extension number as the target of the queue memory 18 to the information signal by the ID number “n” (step S13). All exchange devices 1 are notified by broadcast transmission (step S14).

  The exchange device “ID1” with the ACD function ON receives and accepts an information signal related to the login extension by “IDn” (step S15). However, the exchange device “ID2” with the ACD function off rejects the reception of the reception information signal (step S15A). In the received switching apparatus “ID1”, the queue control unit 16 updates the registration data based on the received information in the corresponding “IDn” number area for each ACDG number in the queue memory 18 (step S16), and the distribution order. Is set again (step S17).

  In this sequence chart, it has been explained that the extension number is only added to the queue when the extension telephone logs in. However, the extension number is deleted when the extension telephone logs out, starts calling, or is answered, and is registered by the end of the call. It is added in the aspect. Each time the state changes, the information is broadcast to all the switching devices.

  As a result of the function based on the above-described procedure, the extension telephones that can receive and distribute incoming calls belonging to each ACDG are grasped by all the switching apparatuses in the integrated switching system.

  Next, a processing procedure when an ACD call is received from an external line in the master switching apparatus 1M having the ID number “n” will be described with reference to FIGS.

  When there is an incoming call (procedure S21) to the G number “m” of the ACD group (procedure S21), the call control unit 15 searches for the highest priority login extension number in the distribution order of the queue memory 18 for the ACD processing (procedure S21). S22). Here, the G number “0m” in the queue memory 18 is searched first for the ID number “0n” area of the self-switching apparatus, and when there is a waiting extension number (YES in step S23), the area is searched. One extension number of the highest priority order is selected, and a call signal is sent to the telephone 3-n of that number (step S24). When a key telephone is connected to the group, for example, the corresponding external line lamp of the telephone of the group has a lighting display with an incoming call. However, only one selected audible signal for calling is selected.

  When the extension telephone is off-hooked by the call signal and responds, the call control unit 15 connects the call path of the extension telephone to the outside line of the incoming call (step S25) to enable the call. On the other hand, the call control unit 15 updates the login information of the response extension number in the ACD registration DB 17 to logout. In response to the change in the information, the queue control unit 16 deletes the target extension number in the queue memory 18 (step S26) and sends the deletion information to all the switching devices 1, that is, all IDs via the VPN2. Broadcast notification (step S27). With this operation, the distribution order of the queue memory 18 is updated (step S28).

  If the above step S23 is “NO” and there is no extension number on standby in the own ID number “0n” area of the G number “0m” area of the queue memory 18, another ID number such as “01” is on standby. If there is an extension number (YES in step S31), a call connection request (step S32) is made to the ID number of the highest priority order in that area via the dedicated line of VPN2. At this time, the G number “0m” is notified as an ACD incoming call (step S33). As will be described later with reference to FIG. 8, the connection destination switching device “ID1” selects and calls one extension telephone in the same group. As a result, when the called telephone answers, the call control unit 15 accepts the response and connects the dedicated line to the incoming call outside line (step S34) to form a speech path.

  By immediately receiving the deletion information for the response extension from the exchange device “ID1” that has responded to the extension telephone by broadcast (step S35), the queue control unit 16 receives the notification and receives the notification from the queue memory. The corresponding extension number is deleted from 18 (procedure S36), and the distribution order is updated (procedure S37).

  When the above step S31 is “NO” and there is no standby extension for any ID number, the call control unit 15 selects the extension telephone that is waiting at another ACDG using the function of so-called overflow transfer (procedure S38). Call. As a result, equal call distribution is realized not only for one ACDG but also for other ACDGs. Of course, in this case, a predetermined visual and audible display means for clearly notifying an incoming call in another ACDG is provided.

  Next, a processing procedure when an ACD call is received from a dedicated line in the switching apparatus 1 with the ID number “n” will be described with reference to FIGS. That is, the exchange device 1 may be either the master exchange device 1M or the slave exchange device 1S.

  When the switching device “IDn” receives an incoming call with the G number “m” of the ACD group via the dedicated line of VPN2 (step S41), the call control unit 15 sets “G number“ m ”in the queue memory 18. "Standby extension number of self ID number" n "area is searched from" "area (step S42). Since the master switching device 1M that has received an incoming call from the public telephone network 20 is set to be on standby (YES in step S43), one extension number in the highest priority order in that area is selected, and the telephone 3- A call signal is sent to n (step S44).

  When the extension telephone is off-hooked by the call signal and responds, the call control unit 15 notifies the VPN 2 of the response via the incoming call dedicated line, and then connects the call path of the extension telephone to the dedicated line (step S45). ) To make a call possible. On the other hand, the call control unit 15 updates the login information of the response extension number in the ACD registration DB 17 to logout. In response to the change in the information, the queue control unit 16 deletes the target extension number in the queue memory 18 (step S46) and sends the deletion information to all the switching devices 1, that is, all IDs via the VPN2. Broadcast notification (step S47). With this operation, the distribution order of the queue memory 18 is updated (step S48).

  If the above step S43 is “NO” and the master switching device 1M is set to be on standby, but the extension number is not on standby in the queue memory 18, a predetermined transfer process (set by the switching device ( Step S49) is performed. Although it is not shown in the figure, for example, when there is a waiting in another ID number area in the queue memory 18, the call is returned to the transfer source master switching apparatus 1M and a reselection request is made. There are processes such as displaying. It is desirable to prohibit re-forwarding to another switching device because an abnormal traffic is expected.

  By adopting such a configuration, switching devices are connected by a high-speed data communication channel such as the Internet. For example, even in a nationwide integrated switching system, a subscriber line in a plurality of areas of the public switching network can be represented as one representative. Since a number can accept an incoming call like a private branch exchange, even if the receiving telephones are distributed and arranged in switching devices throughout the country, they can be selected equally and a quick response can be made. In the above description, the ID number is used to identify the switching device. However, since the switching device is connected by VPN, an IP address assigned to the switching device can be used instead of the ID number.

  A second embodiment of the present invention will be described with reference to FIGS. 9 to 11 and the above flowchart.

  FIG. 9 is an explanatory diagram showing in block form the master switching apparatus 1MA that includes the ACD registration DB 17A and the queuing memory 18A that take into account time information from a timer or the like not shown in the embodiment described above, and executes the control thereof. .

  FIG. 10 adds a time schedule as a registration timetable to the above embodiment. In the case shown in the figure, one extension number “0011” is “from 9 am to noon” for an ACDG number “01”, and “from 1 pm to 4 pm” is an incoming call for an ACDG number “02”. Will be accepted. This time schedule may be due. The time schedule is set so as not to overlap with one extension number. In this way, by setting in advance time-related information such as date and time, for example, it is possible to adjust in advance the increase or decrease in the number of telephones or extension terminals that are accepted according to the telephone number to be accepted. When the number is increased and still insufficient, the overflow transfer function described above becomes effective. In addition, the number of incoming calls received in a predetermined time zone or the like is recorded as the handling number corresponding to the logged-in extension number. For example, the numerical values “m, n” of the extension numbers “1100, 1101” are added by, for example, login or logout, and transferred to the queue memory 18A together with the extension number at the time of login.

  In FIG. 11, information using a timer, such as a standby start time by login and a predetermined number of times of handling for a login extension number, is recorded in the above embodiment. As the standby start time, the standby time is calculated from the current time, and priority can be given to those having a long standby time. For example, in the case as shown in the drawing, if each extension number “1100, 2101” excluding the extension number being called corresponds to a waiting time of “15 minutes, 10 minutes”, the distribution order is “2, 1”. Each can be set. Although the number of handling is within a predetermined time, it may be the total number of handling since the start of login. Thereby, the average by the number of handling can be aimed at. Furthermore, since the ID numbers can be ordered, it is possible to set a fine distribution order in consideration of the ID number, the standby time, the number of handling, and the like.

  As described above, not only switching devices but also telephones or extension terminals in the same ACDG can respond on average in addition to user settings, and in addition, ACDGs that differ in time zone can be used. The number of telephones or extension terminals belonging to can be changed. For this reason, there is an advantage that responses of telephones or extension terminals can be automatically equalized in the entire integrated switching system.

  According to the present invention, a nationwide integrated switching system is configured by connecting a plurality of switching devices using VPN, and each switching device that provides a specific service such as an ACD function receives all the specific services. Since the information on the extension terminal is shared, the response of the corresponding extension terminal can be averaged in any switching device. Therefore, since the present invention can call a small number of extension terminals connected to a small-scale switching device and a large number of extension terminals connected to a large-scale switching device on average, the operator's response is also averaged and more efficient. It can be applied to a system that requires proper operation.

It is explanatory drawing which showed one Embodiment of the automatic call distribution system by this invention with the block. (Examples 1 and 2) It is explanatory drawing which showed one Embodiment of the exchange apparatus by this invention with the block. Example 1 It is explanatory drawing which showed one Embodiment of ACD registration DB in FIG. 2 with the table. Example 1 It is explanatory drawing which showed one Embodiment of the queue memory in FIG. 2 with the table. Example 1 It is explanatory drawing which showed one Embodiment of the registration procedure to ACD registration DB of the switching device by this invention with the sequence chart. Example 1 It is explanatory drawing which showed one Embodiment of the registration procedure to the queue memory of the switching apparatus by this invention with the sequence chart. Example 1 It is explanatory drawing which showed one Embodiment of the ACD incoming call process procedure of the master switching apparatus by this invention with the flowchart. Example 1 It is explanatory drawing which showed one Embodiment of the ACD incoming call process procedure requested | required from the other switching device by this invention with the flowchart. Example 1 It is explanatory drawing which showed one Embodiment of the exchange apparatus by this invention with the block. (Example 2) It is explanatory drawing which showed one Embodiment of ACD registration DB in FIG. 9 with the table. (Example 2) It is explanatory drawing which showed one Embodiment of the queue memory in FIG. 9 with the table. (Example 2)

Explanation of symbols

1M Master switching device 1S Slave switching device 2 VPN
3, 3-1, 3-2 Telephone 10 Integrated switching system 11 Outside line IF
12 IPNIF
13 Dedicated line IF
14 Extension IF
15 Call control unit 16 Queue control unit 17 ACD registration DB
18 Queue Memory 20 Public Telephone Network 21 IP Network 22 Direct Dedicated Line

Claims (15)

An automatic call distribution method for a system in which a plurality of telephones belonging to each of acceptance groups are distributed and connected to a plurality of switching devices to form an automatic call distribution group (ACDG),
A system is constructed by a virtual private network (VPN) and a plurality of switching devices that connect to the VPN as an external line and connect telephones to the internal line,
When each of the plurality of switching devices identifies a telephone set that can be distributed by itself , the other switching devices in the system can know the ACDG number and extension number to which they belong via the VPN. , Notify each other immediately ,
Each of the switching devices, when receiving the notification through the VPN, performs a predetermined distribution ordering to the extension numbers that can distribute the calls for each group, and forms them in a queue.
An automatic call characterized in that when an incoming call is received from another switching device via a VPN , an extension number based on the distribution ordering of the group is selected and the corresponding telephone is called. Distribution method. The automatic call distribution method according to claim 1,
If there is an incoming call from the public telephone network, the switching device that has received the call is the queue that has been formed each time , and the extension number of the group corresponding to the incoming call in the priority switching device of its own An automatic call distribution method characterized by selecting one based on a distribution order and calling a corresponding telephone . The automatic call distribution method according to claim 2,
When an extension call cannot be made within the local switching apparatus, the incoming call is transferred via the VPN to the switching apparatus to which the telephone having the extension number selected in accordance with the distribution order of the queue formed in each case is connected. A feature of automatic call distribution. The automatic call distribution method according to claim 3,
When an extension number cannot be selected in the queue formed in each case, an automatic call distribution method using an ordinary overflow transfer function to transfer the incoming call group information to an extension telephone of another group . In the automatic call distribution method according to any one of claims 1 to 4 ,
An automatic call distribution method, wherein a log-in period corresponding to the group for each extension number is set according to a time schedule. The automatic call distribution method according to any one of claims 1 to 5 ,
Automatic call distribution method characterized in that the predetermined distribution sequence for each extension, determined based on the waiting time which is calculated from the login time of the individual extensions. The automatic call distribution method according to any one of claims 1 to 5 ,
An automatic call distribution method, wherein a predetermined distribution order for each extension number is determined based on a handling number measured for each extension number within a predetermined time.   An automatic call distribution system for distributing and connecting a plurality of telephones belonging to each of reception groups to a plurality of switching devices to form an automatic call distribution group (ACDG),
  Constructed by a virtual private network (VPN) and a plurality of switching devices that connect to the VPN as external lines and connect telephones to the internal lines,
  When each of the plurality of switching devices identifies a telephone that can be distributed by itself, the other switching devices in the system can know the ACDG number and extension number to which they belong via the VPN. , Notify each other immediately,
  Each of the switching devices, when receiving the notification through the VPN, performs a predetermined distribution ordering to the extension numbers that can distribute the calls for each group, and forms them in a queue.
  When an incoming call is received from another switching apparatus via a VPN, a corresponding telephone is called by selecting an extension number based on the distribution ordering of the group.
An automatic call distribution system characterized by that. An automatic call distribution system for forming a single automatic call distribution group (ACDG) by distributing and connecting a plurality of telephones provided for automatic call distribution to a plurality of switching devices ,
Constructed by a virtual private network (VPN) and a plurality of switching devices that connect to the VPN as external lines and connect telephones to the internal lines,
The system using the system specific information signaling via the VPN,
Each of the plurality of exchange devices is
A registration database for recording login / logout corresponding to the extension number registered for each group;
A queuing memory that records a logged-in extension number in all the switching devices in the system as a queuing in a predetermined distribution order for each group;
A controller that manages calls and queues ;
With
The controller is
When an extension number login / logout is registered in the registration database , the login / logout information is sent to other switching apparatuses in the system via the VPN so that the belonging ACDG number and extension number can be known. Immediately notify the contents ,
Upon receiving the login / logout information from other of said switching device, in the queue memory, a <br/> setting the predetermined distribution order extension of logged by adding / deleting the corresponding extension Features an automatic call distribution system. The automatic call distribution system according to claim 8 or 9 ,
The switching device is connected to the public telephone network on the one hand as an external line, accepts automatic distribution calls and connected to the VPN on the other side, and connects only to the VPN as an external line and a master switching device that connects a telephone to an extension. And a slave switching device that connects a telephone to an extension ,
The master switching device is
An automatic call distribution system , wherein when an incoming call is received from a public telephone network, the corresponding telephone is called by the exchange apparatus that has received the call based on the distribution order in the queue formed above . The automatic call distribution system according to claim 10 ,
The master switching device is
When there is an incoming call from the public telephone network to the receiving group, the master switching device that has received the call is first assigned in the distribution order from the extension number of the group corresponding to the incoming call in its own switching device in the queue. The master switching device or the slave switching device selects the corresponding one and calls the switching device corresponding to the group selected in accordance with a predetermined distribution order when the extension switching cannot be performed within the switching device of its own. While the incoming call is transferred via the VPN, if there is an incoming call from the VPN to the receiving group, the distribution order is selected from the extension numbers of the groups corresponding to the incoming call in its own switching device in the queue. An automatic call distribution system characterized in that one of them is selected and called. The automatic call distribution system according to claim 11 ,
When the master switching device that has received an incoming call cannot select an extension number in the queue , the master switching device uses the normal overflow transfer function to transfer it to the extension telephone of another group using the incoming call acceptance group information. An automatic call distribution system. The automatic call distribution system according to any one of claims 8 to 12 ,
Each switching device is to have a time schedule indicating a login time recorded for each each and extension of the groups, the automatic call distribution system and sets the queue according to the time schedule. The automatic call distribution system according to any one of claims 8 to 13 ,
The said queue includes a login time recorded for each extension,
Each switching apparatus sets the distribution order based on a waiting time calculated from each login time and the current time, and an automatic call distribution system. The automatic call distribution system according to any one of claims 8 to 13 ,
The said queue comprises a recording measured handling number within a predetermined time period for each extension,
Each switching apparatus sets the distribution order based on the handling number, and an automatic call distribution system.

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