JP2888006B2 - Terminating call distribution control method and apparatus for electronic exchange - Google Patents

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a method and an apparatus for controlling incoming call distribution when one reception desk belongs to a plurality of reception desk groups in an electronic exchange specializing in reception work.

[0002]

2. Description of the Related Art Conventionally, a central control unit controls the exchange connection and various exchange services of an extension telephone housed therein. There are a plurality of reception desk groups that are made up of reception desks and specialize in reception work. This reception desk group is determined for each reception business.

[0003] Conventionally, since one reception desk can belong to only one specific reception desk group, only one incoming call of a specific reception business is distributed to one reception desk. . Therefore, when incoming calls are concentrated only in a certain reception work, there is a problem that the incoming calls are kept waiting even if reception desks belonging to another reception desk group can accept.

Accordingly, the present applicant assigns one reception desk to a plurality of reception desk groups at the same time, and even if incoming calls are concentrated only in a specific reception work, there is a reception desk that can be received. An incoming call distribution control method that can prevent the incoming call from being kept waiting has been proposed.

[0005]

However, when one reception desk belongs to a plurality of reception desk groups at the same time, the reception desks receive incoming calls of all reception desk groups equally, so that When incoming calls of a plurality of reception desk groups are in a waiting state, even if there is an incoming call of a reception service that the reception desk specializes in specially, there is a case that an incoming call of another reception service may be distributed, There is no guarantee that specialized receptionist services will be distributed. Therefore, when there is a reception task that the reception desk specializes in, there is a problem that a process in a specialized field that can be processed most efficiently is missed.

Accordingly, an object of the present invention is to provide a system in which, when one reception desk belongs to a plurality of reception desk groups, the reception desk can preferentially process an incoming call of a reception service which is specialized by the reception desk, and the incoming call can be processed most frequently. An object of the present invention is to provide a method and an apparatus for controlling incoming call distribution of an electronic exchange, which can efficiently process the incoming call.

[0007]

According to the first aspect of the present invention, there is provided a method for controlling incoming call distribution in an electronic exchange , wherein (a) a reception desk group comprising a plurality of reception desks is provided for each reception work, and at least one reception desk group is provided. reception table was at the same time belong to more than one reception table group, it belonging to the (b) multiple of the reception table group
Acceptance business for Les reception table of the self of the reception table of professional
In relation to the, set the priority for each reception base group, when there is an incoming call of a plurality of queuing states for (c) a plurality of reception base group for receiving switchboard belonging to a plurality of receiving switchboard Group , to distribute the incoming call with high priority reception stand group in the order in relation to the accepted business
Features.

According to the second aspect of the present invention , (a) the reception status of a plurality of reception desks including reception desks simultaneously belonging to a plurality of reception desk groups provided for each reception business is constantly monitored and stored, and For the reception desks belonging to the reception desk group, the priority of the reception desk group is determined in relation to the reception work specialized in the reception desk group. <br/> (B) reception board control means for controlling operation of each reception board and incoming calls to the reception board; and (c) reception board and reception board state management means and reception board control means. (D) a plurality of reception-only incoming trunks for receiving a call dedicated to a specific reception service; and (e) constantly monitoring and storing the use state of the reception-only incoming trunks. Trunk status management means (To) accept only incoming trunk call, the incoming call control means for recovery control, (g) based on the reception state managed by the reception stage status management means, can be accepted if the admissible receptionist table does not exist Incoming call waiting control means for controlling incoming call waiting until a reception desk is formed; and (h) in the state where there are a plurality of waiting state incoming calls for a plurality of reception board groups by the incoming call waiting control means, When a reception desk belonging to a plurality of reception desk groups becomes newly receivable, based on the priority stored by the reception desk state management means, an incoming call of a reception desk group of a reception task of a higher priority is performed. Incoming call priority distribution means for sequentially distributing incoming call distribution control of an electronic exchange
The device is equipped.

That is, according to the first and second aspects of the present invention,
In the Ming, reception desks are provided for each reception business
Being able to belong to the group at the same time and accepting
Reception desk group in relation to reception service specialized for each unit
Set a priority that determines which group is given priority
And belong to multiple reception desk groups
When a new reception desk becomes available for reception,
Based on the priorities, the reception desk group for reception tasks with high priority
Distributed incoming calls in order, enabling efficient processing
ing.

[0010]

Embodiments of the present invention will be described below with reference to the drawings. FIG. 1 is a block diagram showing a main part of an electronic exchange according to an embodiment of the present invention.

This electronic exchange includes a central control unit 10 including a central processing unit and a main storage unit. The central control unit 10 uses a stored program and data to exchange and connect an extension telephone accommodated therein, and to perform various operations. Exchange service is controlled.

The central control unit 10 is connected to a plurality of reception desks 20 constituted by extension telephones, a plurality of reception-only reception trunks 30 for receiving calls dedicated to a specific reception service, and a communication path system (not shown). Have been. In the present embodiment, a plurality of reception desks 20 are provided for each reception business, and a plurality of reception desk groups 21 that specialize in reception work are provided, and each reception desk 20 can belong to the plurality of reception board groups 21 at the same time. It has become. In addition, a reception-only incoming trunk group 31 is provided by a plurality of reception-only incoming trunks 30 for each reception service.

The central control unit 10 has a reception board interface section 11 for receiving operation information from a reception board 20 which is an extension telephone, transmitting control information to the reception board 20, and the like.
And the reception board 2 via the reception board interface unit 11
The state management unit 12 constantly monitors and stores the status of “0” and stores the reception priority of the reception desks 20 belonging to the plurality of reception desk groups 21 with respect to the reception desk groups.
And a reception console control unit 13 that controls each operation (transmission, reception, response, recovery, etc.) of the reception console 20 via the reception console interface unit 11. Note that the incoming call priority defines which group is given priority when incoming calls to a plurality of reception desk groups are in a waiting state. Make the reception desk group the highest priority.

Central controller 10 further includes a trunk interface unit 14 for receiving incoming notification information of reception-only incoming trunk 30 and transmitting control information to reception-only incoming trunk 30, and via this trunk interface unit 14. A trunk state management unit 15 that constantly monitors and stores the status of the reception-only incoming trunk 30 and controls each operation (incoming, answering, recovery, etc.) for an incoming call of the reception-only incoming trunk 30 via the trunk interface unit 14. An incoming call control unit 16 is provided.

The central control unit 10 further includes a reception desk state management unit 12, a reception desk control unit 13, and a trunk state management unit 1.
5 and an incoming call control unit 16, and based on the reception status managed by the reception status management unit 12, the reception desk 2 that can be received when there is no reception desk 20 that can be received.
0, which is connected to an incoming call waiting control unit 17 for controlling the incoming call to wait until an incoming call is made, a reception desk state management unit 12, a reception desk control unit 13, a trunk state management unit 15, and an incoming call control unit 16. When there are a plurality of incoming calls in the waiting state for the plurality of reception board groups 21 by the waiting control unit 17, the plurality of reception board groups 21
If the reception desk 20 belonging to becomes available newly,
Incoming call priority distribution control unit 1 that performs control of distributing incoming calls in the reception desk group 21 having a higher priority in order based on the incoming call priority stored in the reception desk state management unit 12.
8 is provided. The above-described units of the central control device 10 are realized by the central processing unit executing a program stored in the main storage device.

Next, the operation of this embodiment will be described.
First, when the reception start information is transmitted from the reception board 20 to the reception board state management section 12 and the reception board control section 13 via the reception board interface section 11, the reception board state management section 12 and the reception board control section 13 Then, the request reception desk 20 is set to a state in which all of the reception desk groups 21 specified in advance from all the reception desk groups 21 can be simultaneously received. Further, at this time, the reception priority is stored by the reception desk state management unit 12. The management of which reception board 20 belongs to which reception board group 21 is performed by the reception board state management unit 12.

Upon receiving an incoming call, the reception-only incoming trunk 30 notifies the trunk status management unit 15 and the incoming call control unit 16 via the trunk interface unit 14 that the reception-only incoming call has been received. Then, the trunk state management unit 15
Sets the state of the reception-only trunk 30 that has received an incoming call to the “incoming state”, and the incoming call control unit 16 notifies the incoming call queuing control unit 17 of the reception-only incoming call. The incoming call queuing control unit 17 inquires of the reception desk state management unit 12 whether or not there is a reception desk 20 that can be received in the reception desk group 21 corresponding to the incoming call trunk 30, and the reception desk 20 that can be received exists. If not, the incoming call is placed in a waiting state.

In this waiting state, when a reception desk 20 that can newly receive is formed, the incoming call priority distribution control unit 18
From the incoming calls in the waiting state, the receiving board 20 in the ready state selected the incoming call of the receiving board group 21 having the highest incoming call priority, and the selected incoming call became ready to receive. In order to cause the reception board 20 to receive a call, an incoming call instruction is sent to the incoming call control section 16 and the reception board control section 13, and the incoming call is distributed to the reception board 20. The reception-only incoming trunk 30 and the reception desk 20 are connected via a communication path system (not shown).

When a reception-only incoming call is received, the reception desk group 21 corresponding to the reception-only incoming trunk 30
If there is already a reception desk 20 that can receive the incoming call, the incoming call distribution control unit 18 transmits the incoming call to the reception desk 20 that can receive the incoming call. An incoming call instruction is sent to the unit 13 to make it receive an incoming call.

As described above, according to this embodiment, one reception desk 20 belongs to a plurality of reception desk groups 21 at the same time. It is possible to preferentially distribute incoming calls of the reception group 21 and, by increasing the priority of the reception desk group of the reception service specialized in particular, it is possible to preferentially process the reception service specialized in particular. Incoming calls can be handled most efficiently.

In the present embodiment, various reception service calls are sequentially distributed to the reception desks 20 belonging to the plurality of reception desk groups 21 at the same time. The reception-only incoming trunk group 31 identifies which reception business the incoming call is for, and a chime,
It is also possible to instruct the reception desk control unit 13 to notify the reception desk 20 of the type of the reception work in order to make the judgment by the ringer, the display, or the like.

[0022]

As described above, claims 1 and 2
According to the invention described in the item 2 , the reception is specialized for each reception desk.
Either group in the reception desk group is preferred in relation to business
Set a priority that determines whether
Reception desks belonging to multiple reception desk groups can be newly accepted
If it becomes available, the priority
Distribution of incoming calls from reception desk groups with high reception
Therefore, it is possible to preferentially process an incoming call for a reception task that each reception desk specializes in, and it is possible to process an incoming call most efficiently . Therefore, the overall number of incoming calls that can be handled also increases.
In addition, the waiting time until processing is reduced,
There is an effect that a good reception business becomes possible.

[Brief description of the drawings]

FIG. 1 is a block diagram showing a main part of an electronic exchange according to an embodiment of the present invention.

[Explanation of symbols]

 DESCRIPTION OF SYMBOLS 10 Central control device 11 Reception desk interface part 12 Reception desk state management part 13 Reception desk control part 14 Trunk interface part 15 Trunk state management part 16 Incoming call control part 17 Incoming call waiting control part 18 Incoming call priority distribution control part 20 Reception desk 21 Reception desk group 30 Reception-only incoming trunk 31 Reception-only incoming trunk group

Claims (2)

(57) [Claims] Claims: 1. A reception desk group comprising a plurality of reception desks is provided for each reception business, at least one reception desk is simultaneously assigned to the plurality of reception desk groups, and each reception desk belonging to the plurality of reception desk groups is provided. in relation to the reception operations and its reception stand professional for table, it sets the priority for each <br/> reception base group, when there is an incoming call of a plurality of queuing states for a plurality of reception base group, more A call distribution control method for an electronic exchange, wherein incoming calls of the reception desk group having a higher priority in relation to the reception work are sequentially distributed to reception desks belonging to the reception desk group. 2. A reception board belonging to a plurality of reception board groups, while constantly monitoring and storing reception states of a plurality of reception boards including a plurality of reception boards simultaneously belonging to a plurality of reception board groups provided for each reception business. About the specialty of the reception desk
That any of the glue of the reception table group in relation to the accepted business
Reception desk state management means for storing a priority that determines whether or not the reception desk is prioritized; reception desk control means for controlling operation of each reception desk and incoming calls to the reception desk; each reception desk and the reception desk state management means Reception desk interface means for controlling the connection between the reception desk control means and the reception desk control means, a plurality of reception-only reception trunks for receiving a call dedicated to a specific reception business, and the use state of the reception-only reception trunk is constantly monitored and stored. Trunk status management means to perform reception, incoming call control means for performing incoming call and recovery control of the reception only incoming trunk, and when there is no reception desk that can be accepted based on the reception state managed by the reception desk state management means Incoming call queuing control means for controlling incoming call waiting until a reception desk which can be received at the same time is received. In a state where there are a plurality of incoming calls in a waiting state, if a reception desk belonging to a plurality of reception desk groups can be newly accepted, based on the priority stored by the reception desk state management means, High priority reception
An incoming call distribution control device for an electronic exchange, comprising: an incoming call priority distributing means for sequentially distributing incoming calls from an incoming call group of a reception desk group for additional services .