JPH042029B2 - - Google Patents

Description

[Detailed Description of the Invention] [Field of Industrial Application] The present invention is directed to ACD (Automatic Call
Distribution (abbreviation for equal distribution of incoming calls) pertains to in-premises automatic switching equipment.

[Conventional technology]

Normally, incoming calls from the central office line are handled by a central office relay board.
In an in-premises automatic switching system with ACD function, multiple ACD reception desks handle incoming calls from central office lines, and
The number of calls handled by the ACD reception desk is controlled to be even.

[Problem that the invention seeks to solve]

Conventionally, a general telephone or a button telephone has been used as this ACD reception desk, and the incoming call display on the ACD reception desk does not distinguish between an incoming ACD call and a designated call. I couldn't do it.

SUMMARY OF THE INVENTION An object of the present invention is to provide an ACD function-equipped automatic switching system that separates incoming call indications by call type and allows designated calling even while accepting an ACD incoming call.

[Means for solving problems]

The present invention uses a button telephone as an ACD reception desk,
Two types of buttons and lamps are provided, one for ACD incoming calls and one for designated call incoming calls, and in the main memory, for each ACD reception desk, empty/busy buttons for ACD incoming calls and designated call incoming calls are provided. By providing identification memory and connection status management memory, ACD call incoming display and designated call incoming display can be separated and
Since ACD incoming calls and designated call incoming calls are determined to be busy separately, it is possible to receive a designated call even when an ACD incoming call is being handled.

〔Example〕

Embodiments of the present invention will be described with reference to the drawings.

FIG. 1 is a block diagram of an embodiment of an automatic private branch exchange with ACD function according to the present invention.

As the ACD reception desks 11 and 12, button telephones as shown in FIG. 2 are used. With this button phone,
Button A and lamp A are for ACD incoming calls, button B and lamp B are for designated calls, and when an ACD call arrives at this telephone, an incoming call is displayed on lamp A.
An answer is made by pressing button A, and when a designated call is received, an incoming call is displayed on lamp b, and a response is made by pressing button B. Here, each ACD reception desk 11, 1
2 has a designated telephone number for calling. The main storage device 60 contains an empty space for ACD incoming calls.
Busy identification memory 61, designated call incoming call memory
A busy identification memory 62 and a connection state management memory 63 are provided. Figure 3 1 and 2 are ACD
This is a diagram of an empty/busy identification memory 61 for incoming calls and an empty/busy identification memory 62 for designated incoming calls.The memories 61 and 62 have one bit each corresponding to the storage position, and are set to "0: empty" and "busy". 1: Busy”. The connection state management memory 63 stores an incoming ACD call when the ACD stand reception desks 11 and 12 press the ACD incoming call button A or the designated call button B, respectively.
This is used when the central control unit 50 reads out the connection destination when responding to a designated paging call. FIG. 3 is a memory map of this connection state management memory 63, in which 4 bytes are taken for each accommodation position, and the first two bytes indicate the accommodation position of the ACD incoming call, and the latter two bytes indicate the accommodation position of the ACD incoming call.
The accommodation position of the designated incoming call is set in the byte.

Next, the operation of this embodiment will be explained.

(1) First, the ACD incoming call and the designated call incoming call are
The case of separate control will be explained. When there is an incoming call on the office line 70, the office line trunk 40 detects the incoming call. The central control device 50 detects this and refers to station data preset in the main storage device 60 to determine the destination of the call. In the case of an ACD incoming call, the destination is the ACD reception desk group,
The central control device 50 controls each ACD reception desk 11, 12.
Distribute incoming calls so that workers can work evenly.
Here, it is assumed that the information is distributed to the ACD reception desk 11.
When displaying an incoming call on the ACD reception desk 11, the central control device 50 stores the information in the main storage device 60.
With reference to the ACD call idle/busy identification memory 61,
determining whether an ACD call has already arrived;
If it is "empty", the call is received, and if it is "busy", the call is received at the next ACD reception desk 12 in the ACD reception desk group. Moreover, at this time, the central control device 50
The accommodating position of the calling side's central office line trunk is set to the area for ACD incoming calls in the connection state management memory 63. When the ACD receiving console 11 presses the ACD incoming call button A to answer the incoming call, the central control unit 50 refers to the connection status management memory 63 and reads out the connection destination.

(2) Next, from the general extension telephone 10 to the ACD reception desk 1
The case of specifically calling 1 will be explained.

The general extension telephone 10 dials the telephone number of the ACD reception desk 11 using a normal extension intercommunication operation. The central control unit 50 is connected to the transmission register circuit 4
1, and analyzes the received dial information by referring to the station data in the main storage device 60.
It is recognized that this is a designated call to the ACD reception desk 11. Then, the central control unit 50 refers to the designated call incoming call empty/busy identification memory 62 in the main storage device 60 and determines whether the call can be received at the ACD reception console 11. If the ACD reception console is empty, the ACD reception console An incoming call is displayed on the lamp b of 11, and when the telephone is busy, a busy tone is returned to the general extension telephone 10. At this time, the accommodation position of the general extension telephone 10 on the calling side is set in the connection state management memory 63 for the specified incoming call.
Then, the ACD reception desk 11 presses the designated call incoming call button B to respond to the incoming call. The central control unit 50 refers to the connection state management memory 63 and reads out the connection destination. In this embodiment, the designated call is made from a general extension telephone, but
Needless to say, you can also use an outside line.

〔Effect of the invention〕

As explained above, the present invention uses a button telephone as an ACD reception desk, and the button and lamp are connected to each other.
There are two types, one for ACD incoming calls and one for designated call incoming calls, and one for each ACD reception desk in the main memory.
By providing empty/busy identification memory and connection status management memory for ACD incoming calls and designated call incoming calls, the ACD call incoming display and designated call incoming display are separated, and even if an ACD incoming call is being handled, a designated call can be received. becomes possible.

[Brief explanation of drawings]

Fig. 1 is a block diagram of an embodiment of an ACD function-equipped automatic branch exchange according to the present invention, Fig. 2 is an external view of an ACD reception desk, and Fig. 3 is a block diagram of an embodiment of an ACD function-equipped automatic branch exchange according to the present invention.
It is a figure which shows the idle/busy identification memory for an ACD incoming call, the idle/busy identification memory for a designated call incoming call, and the connection state management memory. 10: General extension telephone, 11, 12: ACD reception desk, 20: Line circuit, 30: Time division switch, 40: Office line trunk, 41: Outgoing trunk register, 50: Central control unit, 60: Main memory, 61 : ACD idle/busy identification memory for incoming calls,
62: Idle/busy identification memory for designated call incoming call, 63: Connection status management memory, 70: Office line,
A: Button for ACD incoming calls, B: Button for designated calls. a: Lamp for ACD incoming call, b: Lamp for designated call incoming call.

Claims (1)

[Scope of Claims] 1. In an in-premises automatic exchange with an ACD function, an ACD incoming call lamp that lights up to indicate an incoming call when an ACD call or a designated calling call arrives, an incoming designated calling lamp, an ACD call, A button telephone equipped with an ACD incoming call button and a designated incoming call button for answering each incoming designated call was used as an ACD reception desk, and an area was secured for each ACD reception desk. ACD
An incoming call memory, a busy identification memory and a designated call incoming call memory, a busy identification memory, and a connection status management memory are provided in the main storage device, and when an ACD call arrives, the ACD incoming call memory is The areas in the busy identification memory are sequentially referred to, and an ACD call is received at an "empty" ACD reception desk, the area is set to "busy", and the calling side's central office line trunk is set in the connection status management memory.
ACD is set in the incoming call unit, and when a response is received from the ACD reception desk, the central office line trunk in the connection status management memory is read as the connection destination, and when a designated calling call arrives, the designated calling incoming call free space is set. , specified ACD with reference to busy identification memory
When the reception desk is "empty", a designated calling call is received at the ACD reception desk, the corresponding area is set to "busy", and the calling party is set to the designated calling section of the connection state management memory, and " If the caller is busy, a busy tone is returned to the calling party, and the ACD
1. A private automatic switching system with an ACD function, comprising a central control unit that reads the calling side from the connection state management memory as a connection destination when a response is received from a reception board.