JP3407552B2 - Exchange control method and device - Google Patents

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an exchange control method and device, and more particularly to an exchange control method and device for various exchange control devices such as home telephones, business phones and private branch exchanges connected to public telephone networks and communication networks. Is.

[0002]

2. Description of the Related Art Conventionally, connected to public telephone networks and communication networks,
In a switching control device such as a home telephone, a business phone or a private branch exchange device that performs various exchange connection processing for a plurality of extension communication terminals to be accommodated, when an incoming call from the network is detected, this incoming call is notified to all extension communication terminals, A general method is to connect an incoming call to the extension communication terminal that responds first. Here, if the third party responds to the incoming call instead of the corresponding person the caller desires to call, the third party recognizes the person by calling the caller,
The incoming call was transferred to the extension telephone of the person concerned by a predetermined operation.

On the other hand, there is a system which automatically responds to an incoming call and receives destination information such as an extension number from the calling side and makes an incoming call only to an extension communication terminal having the extension number. In this case, the caller inputs the outside line number to call the exchange control device, and after the automatic answering of the extension exchange device, inputs the extension number of the person who wants to make a call, so that the extension communication terminal of the person is called. It is supposed to be called.

[0004]

However, in the conventional exchange control method as described above, according to the former, when a third party responds to an incoming call, the third party is notified to the relevant person each time. However, there is a problem that the work of the third party is interrupted and the work load on the third party is increased. In addition, according to the latter, each time the caller makes a call, after confirming the automatic response, it is necessary to enter the extension number of the person concerned, especially when making a call from a mobile phone, etc., after confirming the automatic response, There is a problem that the operation load on the caller is increased, for example, it is necessary to move the mobile phone away from the ear for dial operation. The present invention is intended to solve such a problem, and an object of the present invention is to provide an exchange control method and apparatus that can reduce the work load of a third party and the operation load of a caller.

[0005]

In order to achieve such an object, a switching control method and apparatus according to the present invention provides an extension number of an extension responding to an incoming call and various communication histories of the incoming call. Each caller's calling number is recorded as communication history information, and when an incoming call is received, the called extension number is selected from the extension numbers recorded in this communication history information based on the communication history information corresponding to the calling party number of the incoming call. Then send
Called extension number is notified to the
Called when confirmation of the called extension number is completed
Incoming call notification is sent to the destination extension number, and the extension from the calling side
In response to the response indicating that the number has been changed, the calling party of the incoming call
Communication history information based on the communication history information corresponding to the calling number of
Extension to other new called extension
Select a number and give the caller a new extension to call.
It is designed to notify the issue. Therefore incoming
Occasionally, the communication link corresponding to the calling party number of the incoming call
Extension number recorded in this communication history information based on history information
Callee extension number is selected from the
The extension number is notified to the calling party, and the extension is
Is used to determine whether the incoming call notification for the called extension number is available or not.
Called extension number depending on whether the incoming notification is possible
The incoming call notification is sent to. Also, the extension from the calling side
In response to the response indicating that the number has been changed, the calling party of the incoming call
Based on the communication history information corresponding to the calling number
The extension to be called is selected and notified to the calling party.
Be done.

[0006] Also, according to the transfer request from the extension side, it performs the transferred call connection process with the requested extension transfer destination originating relates extension number and transfer the call of the extension side in response to the transferred call Various communication histories are recorded as communication history information for each calling number of the calling side. Therefore, when there is a transfer request from the extension side, the transfer call connection process between the requested extension transfer destination and the calling side is performed, and the extension number of the extension side that responded to this transfer call and various types of transfer calls The communication history is recorded as communication history information for each calling number of the calling side.

[0007]

[0008]

DESCRIPTION OF THE PREFERRED EMBODIMENTS Next, the present invention will be described with reference to the drawings. FIG. 1 is a block diagram of an exchange control apparatus according to an embodiment of the present invention. In FIG. 1, 1 accommodates a plurality of communication lines 12 from the network side and a plurality of extension communication terminals are connected. The exchange control device accommodates a plurality of extension lines 13 and performs exchange connection processing between the two.
In the switching control device 1, 2 is a network interface unit for controlling the network side by transmitting and receiving a predetermined signal defined by a telephone network through a communication line 12, and 4 is a predetermined control signal through an extension line 13. By communicating with an extension communication terminal (not shown), the start of communication (call),
An extension interface unit that controls stop, hold, transfer, and so on.

Reference numeral 3 denotes an arbitrary communication line 12 connected via the network interface unit 2 and an extension interface unit 4
A call path switch 5 for exchanging connection with an arbitrary extension line 13 connected via the communication line 12 and a subscriber telephone number (hereinafter referred to as a calling number) of a communication terminal on the calling side via the communication line 12 and the network interface unit 2. A calling number detecting unit for detecting 6; an extension number detecting unit for detecting an extension number of an extension communication terminal that responds to an incoming call through the extension line 13 and the extension interface unit 4; And a call control for the network interface unit 2 and the extension interface unit 4 via the system bus 14 and the like for controlling each unit (recording unit, control unit).

Reference numeral 7 is a call time monitoring unit for measuring the call time from the incoming call response to the end of the call for each extension number, and 11 is a specific signal (touch tone dial signal from the calling side via the communication line 12 and the network interface unit 2). ) Is a voice reproduction unit for transmitting a predetermined extension number and various messages by voice to the calling side in response to an instruction from the control unit 8 via the system bus 14.
Further, reference numeral 9 is a communication history management table for managing communication history information such as an extension number indicating the other party of the calling party, the date and time of the last incoming call, the call duration, and the cumulative number of responses for each calling party number on the calling side.

FIG. 2 is an explanatory diagram showing a communication history management table, in which each communication history information is managed for each calling number of the calling side. In this case, for each calling number 21 of the calling side, the extension number 22 of the extension side who has made a call with the calling side,
The call time 23 and the incoming call date / time 24 regarding the last call made between the two parties and the cumulative number of calls 25 made between the two parties are managed as communication history information.

Next, the operation of the present invention will be described with reference to FIG. FIG. 3 is a flowchart showing the operation when an incoming call notification is received from the network side. The incoming notification from the network side is
It is received by the network interface unit 2 via the communication line 12 and notified to the control unit 8 via the common bus 14. In response to this, the control unit 8 executes the incoming call notification receiving process as shown in FIG. 3 to select the extension number to be called according to the notified incoming call.

First, the calling party calling party number corresponding to the notified incoming call is received from the calling party number detecting section 5 (step 30).
1) The communication history management table 9 is referred to based on this calling number (step 302). Here, it is determined whether or not there is communication history information having a calling number 21 equal to this calling number (step 303), and if there is communication history information corresponding to the calling number (step 303: YES), Among these communication history information, the extension number 22 is referred to from the one whose call date and time 24 is closest to the current date and time (at the time of incoming call), and the caller extension number for this incoming call is estimated and selected (step 311).

In this case, for example, as shown in FIG. 2, when the calling number is "0335979061", the extension "1062" whose call date and time 24 is closest to the current date and time is selected as the called extension number. Then, the caller side is requested to confirm the extension number of the callee selected by voice (step 312). Here, first, the audio reproduction unit 10
The selected extension number is notified to. In response to this, a confirmation voice signal prompting the caller to confirm the extension number to be called from the voice reproducing unit 10 via the network interface unit 2, for example, "Connect to extension 1062. Are you sure? Voice message such as "#, press 1 # if you want another number."

After that, the specific signal "0 #" or "1 #" (touchtone dial signal) from the calling side is detected by the specific signal detecting section 11 via the network interface section 2 and notified to the control section 8. . The control unit 8 determines whether or not the confirmation of the calling side for the extension number selected based on this specific signal is completed. Here, when the calling side desires another extension number (step 312: NO), similarly to step 311 described above, another extension number is selected from the communication history information having the next closest date and time. Then (step 313), the process proceeds to step 312 again.

In the case where the calling side determines the confirmation or change of the called extension number by a specific signal, for example, a timer which is activated in response to a confirmation voice signal sent from the voice reproducing unit 10 is provided and a predetermined time is set. When the signal for instructing the confirmation of the extension number is not detected in the inside, it may be judged that the extension number is desired to be changed, and the process may proceed to step 313, or conversely, within a predetermined time. When the signal for instructing the number change is not detected, it may be determined that the extension number is desired to be fixed, and in any case, the operation load on the calling side can be reduced. Further, the specific signal is not limited to the touch-tone dial signal, and a voice recognition means is provided in the specific signal detection unit 11 to detect a response, for example, “yes / no”, by the voice of the caller so as to make a determination. Alternatively, when an ISDN communication network is used, a predetermined signal may be detected via the D channel to make a determination.

On the other hand, when the calling side desires the notified extension number (step 312: YES), the control section 8 switches the call path switch 3 to connect the network interface section 2 and the extension interface section 4 to each other. The communication line 12 to which the calling side is connected and the extension line 13 corresponding to the extension number are exchange-connected (step 314). Subsequently, the control unit 8 controls the extension interface unit 4 via the common bus 14 to send an incoming call notification to the extension communication terminal (not shown) having the extension number selected and confirmed by the calling side ( Step 315).

Thereafter, a call with the calling side is started in response to the response from the extension communication terminal. The control unit 8 detects the start of the call by receiving the response from the extension communication terminal via the extension interface unit 4 (step 316), and selects the communication history information corresponding to the calling number in the communication history management table 9 from among the communication history information. The communication date and time 24 of the communication history information regarding the extension number confirmed by the calling side is updated to the current date and time, and the cumulative number of responses is incremented by 1 (step 317). After that, the control unit 8 activates the timer of the call time monitoring unit 7 for measuring the call time (step 304) and ends the series of processes.

In step 303 described above,
When the communication history information corresponding to the calling number notified from the calling number detection unit 5 does not exist in the communication history management table 9 (step 303: NO), new communication history information corresponding to the calling number is set. It is generated in the communication history management table 9 (step 321), and an incoming call notification is sent to an extension communication terminal (not shown) having a predetermined extension number corresponding to the new calling number (step 322). As the extension number in this case, a plurality or all extension numbers may be assigned, or the extension number of the person in charge of the reception work may be assigned.

Thereafter, the control unit 8 detects the start of the call by receiving a response from the extension communication terminal via the extension interface unit 4 (step 323), and the extension number detected by the extension number detection unit 6 is detected. (Step 324), the communication path switch 3 is switched and connected to connect the network interface unit 2 and the extension interface unit 4, thereby connecting the communication line 12 to which the calling side is connected and the extension line corresponding to the extension number. 13 is exchange-connected (step 325). As a result, the call between the extension communication terminal that responded and the calling side is started.

Further, the control unit 8 updates the communication date / time 24 to the current date / time in the communication history information corresponding to the calling number newly generated in step 321 in the communication history management table 9 and accumulates the number of responses. Is set to 1 (step 3)
26). After that, the control unit 8 activates the timer of the call time monitoring unit 7 for measuring the call time (step 304) and ends the series of processes.

In this way, the extension number is selected based on the calling number of the calling side and the communication history information, and the call between the calling side and a predetermined extension communication terminal is started. When this call ends and a disconnection notice is received from the network side or the extension side, the control unit 8 executes a disconnection notice receiving process as shown in FIG. FIG. 4 is a flow chart showing the operation when a disconnection notice is received. (A) is a disconnection notice from the network side,
(B) relates to a disconnection notification from the extension side.

The disconnection notice from the network side is received by the network interface unit 2 via the communication line 12, and the common bus 14
The control unit 8 is notified via the. In response to this, the control unit 8
Executes the network-side disconnection notification reception process shown in FIG. First, the timer for measuring the call time is stopped (step 401), the timer value is set as the call time, and the extension communication during the call with the caller is included in the communication history information corresponding to the calling number in the communication history management table 9. The call time 23 of the communication history information regarding the extension number of the terminal is updated (step 402).

Thereafter, the control unit 8 controls the extension interface unit 4 to send a disconnection notice to the extension communication terminal (step 403), and controls the call path switch 3 to connect the calling side and the extension side. After releasing, the series of processing ends. Further, the disconnection notice from the extension side is received by the extension interface unit 4 via the extension line 13, and the common bus 1
It is notified to the control unit 8 via 4. In response to this, the control unit 8 executes the network-side disconnection notification reception process shown in FIG.

First, the timer for measuring the call time is stopped (step 411), the timer value is set as the call time, and the extension number of the call partner in the communication history information corresponding to the calling number in the communication history management table 9 is set. The call time 23 in the communication history information is updated (step 412). After that, the control unit 8 controls the network interface unit 2 to send a disconnection notice to the calling side (step 413), and controls the call path switch 3 to release the call path connecting the caller side and the extension side. , A series of processing ends.

When a transfer request is received from the extension communication terminal during a call between the calling side and a predetermined extension communication terminal,
The control unit 8 executes a transfer request receiving process as shown in FIG. FIG. 5 is a flowchart showing the operation when a transfer request is received. First, the control unit 8 controls the audio reproduction unit 10
Control to send a hold tone to the calling side (step 50).
1). Then, the transfer destination extension number received from the extension communication terminal via the extension interface unit 4 is acquired from the extension number detection unit 6 (step 502), and is transferred to the extension communication terminal (not shown) having the transfer destination extension number. An extension notification is sent from the extension interface unit 4 (step 50).
3).

Thereafter, the control unit 8 detects the start of the call by receiving the response from the extension communication terminal via the extension interface unit 4 (step 504), controls the voice reproduction unit 10 and sends it to the calling side. While stopping the held tone being sent (step 505), the timer measuring the call time with the extension communication terminal (transfer source) is stopped (step 506), and the timer value is used as the call time, Of the communication history information corresponding to the calling number, the call time 23 of the communication history information regarding the extension number of the call partner is updated (step 507).

Next, the controller 8 controls the call path switch 3 to switch and connect the calling side to a new extension communication terminal (transfer destination) (step 508). As a result, a call is started between the extension communication terminal instructed to transfer by the transfer destination extension number and the calling side. Further, by referring to the communication history management table 9 (step 509), the control unit 8 determines whether or not the communication history information corresponding to the calling number and the communication history information regarding the extension number of the calling party exists. (Step 51
0). Here, when the corresponding communication history information exists (step 510: YES), the incoming call date and time 24 of the communication history information is updated to the current date and time, and the cumulative response count 25 is incremented by 1 (step 511). ).

On the other hand, when the corresponding communication history information does not exist in step 510 (step 51
(0: NO), communication history information corresponding to the calling party number of the calling side and having the transfer destination extension number as the extension number 22 is newly generated, and the current date and time is set as the incoming call date and time 24 and accumulated. The number of responses 25 is set to 1 (step 51).
2). After updating or generating the corresponding communication history information, a timer for measuring the call time between the caller side and the transfer destination extension communication terminal is activated (step 513), and a series of processing is ended.

In the above description, the incoming call date and time 24 of each communication history information stored for each calling number in the communication history management table 9 is referred to, and the extension number 22 on the extension side that responds to the closest date and time is determined. The case has been described as an example where the extension number of the call destination is selected, but the present invention is not limited to this. For example, the extension number 22 having the longest call may be selected by referring to the call time 23, or the extension number 22 having the largest number of responses by referring to the cumulative response count 25.
May be selected, or the extension number of the callee may be selected by combining these.

As described above, the extension number 2 on the extension side that responded is determined for each calling number 21 on the transmission side in response to the incoming call.
2, the call history 23, the incoming call date and time 24, the cumulative number of responses 25, and other communication history information is recorded in the communication history management table 9, and at the time of an incoming call, the communication history information is referred to based on the calling party number of the calling side to make a call Since the side guesses and selects the desired call destination extension number and notifies the extension communication terminal of the extension number 22 of the incoming call, as in the conventional case,
The probability of requesting a third party to act as an agent can be reduced, and the work load on the third party can be reduced. Further, as in the conventional case, the operation load on the caller can be reduced as compared with the case where the extension of the caller is input after confirming the automatic response every time the caller makes a call.

Further, since the selected extension number is notified to the calling side and the connection process to the extension number is performed in response to the confirmation from the calling side for this, the calling number of the calling side is automatically set. The selected call destination can be confirmed on the caller side, and the call to the extension number can be selected according to the intention of the caller side, so that the connection processing to the wrong extension number can be further reduced. Further, since another extension number is reselected according to the call destination change instruction from the calling side, it is possible to call the extension number desired by the calling side. Also, in response to a transfer request from the extension side, connection processing between the requested extension transfer destination and the calling side is performed, and various communication histories between the calling side and the extension transfer destination are newly managed as communication history information. Since it is recorded in Table 9, even if the extension side that initially responded is different from the caller's request, the extension is transferred to the desired extension number, and various communication histories with the transfer destination extension number are newly added. The information is recorded as information, and the accuracy of the extension selection processing at the time of incoming call thereafter can be improved.

Also, as the communication history information, the extension number 22 and the arrival date and time 24 of the responding extension are sent to the communication history management table 9
The extension number that responds at the nearest date and time is selected as the called extension number when the call arrives. Also, as the communication history information, the extension number 22 and the call duration 23 of the responding extension are recorded in the communication history management table 9, and the extension number that has been used for the longest time is selected as the called extension number when receiving a call. It is something that is done. Further, as the communication history information, the extension number 22 on the extension side that responded and the cumulative number of responses 25 are recorded in the communication history management table 9, and the extension number with the largest number of responses at the time of incoming call is selected as the called extension number. It was done like this. Therefore, the extension number that matches the call destination desired by the calling side can be selected with higher accuracy, and the work load on the third party and the operation load on the caller can be reduced.

[0034]

As described above, according to the present invention, the extension number of the extension that responds to the incoming call and various communication histories related to the incoming call are recorded as the communication history information for each calling number of the outgoing call side. , select the callee extension from the extension number recorded in the communication history information based on the communication history information corresponding to the calling number of the calling party of the incoming call, the selected
Notify the calling party of the extension to be called and notify the calling party
Call when the confirmation of the called extension number is completed.
Incoming call notification is sent to the destination extension number, and
In response to a response indicating that the extension number has been changed, the incoming call is placed.
Based on the communication history information corresponding to the calling party number
From extension number recorded in history information to another new call destination
Select the extension number and enter the new caller
The line number is notified. Therefore,
As in the prior art, the probability of requesting a third party to act as an agent can be reduced, and the work load on the third party can be reduced. Also, as before, after confirming the automatic response every time the caller makes a call,
The operation load on the caller can be reduced as compared with the case of inputting the extension number of the corresponding person. In addition, the calling party
Confirm the callee automatically selected according to the number on the calling side
The calling party can make a call to that extension
You can select it according to your intentions and connect to the wrong extension number.
Further processing can be further reduced. Also outgoing
It becomes possible to call the extension number desired by the side.

[0035] Also, according to the transfer request from the extension side, it performs the transferred call connection process with the requested extension transfer destination originating relates extension number and transfer the call of the extension side in response to the transferred call Since various communication histories are recorded as communication history information for each calling party's calling party number, even if the extension who initially responded is different from the calling party's request, the extension is transferred to the desired extension and the transfer is performed. Various communication histories with the destination extension number are newly recorded as communication history information, so that the accuracy of the extension selection process at the time of incoming call thereafter can be improved.

[0036]

[Brief description of drawings]

FIG. 1 is a block diagram of a switching control device according to an embodiment of the present invention.

FIG. 2 is an explanatory diagram showing a communication history management table.

FIG. 3 is a flowchart showing an incoming notification receiving process.

FIG. 4 is a flowchart showing a disconnection notification receiving process.

FIG. 5 is a flowchart showing a transfer request receiving process.

[Explanation of symbols]

DESCRIPTION OF SYMBOLS 1 ... Switching control device, 2 ... Network interface part, 3 ... Call path switch, 4 ... Extension interface part, 5 ... Calling number detection part, 6 ... Extension number detection part, 7 ... Talk time monitoring part,
8 ... Control unit (recording unit, control unit), 9 ... Communication history management table, 10 ... Voice reproduction unit, 11 ... Specific signal detection unit, 12 ...
Communication line, 13 ... Extension line, 14 ... Common bus.

─────────────────────────────────────────────────── ─── Continuation of the front page (56) Reference JP-A-7-131534 (JP, A) JP-A-2-67059 (JP, A) (58) Fields investigated (Int.Cl. ⁷ , DB name) H04M 3/42-3/58 H04Q 3/58-3/62

Claims (4)

(57) [Claims] 1. A switching control method for switching and connecting a plurality of communication lines and a plurality of extensions connected to a communication network, wherein an extension number of an extension side responding to an incoming call and various communication histories related to the incoming call are transmitted. Each party's calling number is recorded as communication history information, and when a call arrives, the called extension number is selected from the extension number recorded in this communication history information based on the communication history information corresponding to the calling party number of the incoming call. selected, with respect to the calling party
The callee extension number, and the caller completes confirmation of the callee extension number.
Incoming call notification to the called extension number according to
In response to a response from the calling side indicating that the extension number has been
Based on the communication history information corresponding to the calling party number of the calling party of the incoming call
Based on the extension number recorded in the communication history information,
Select a new extension to call and
Note: A switching control method characterized in that a new call destination extension number is notified . 2. The exchange control method according to claim 1, wherein the extension transfer destination requested in response to a transfer request from the extension side.
Transfer call between caller and caller
Extension number of the extension that responded to the call and each related to the transfer call
Seed communication history and communication history information for each calling party number
The exchange control method is characterized in that it is recorded . 3. A plurality of communication lines connected to a communication network and a plurality of communication lines.
In a switching control device for switching and connecting a number of extension lines, the extension number on the extension side that responded to the incoming call and the incoming call
Communication history information for each calling party's calling number
And a recording means for recording the incoming call number of the calling party
Of the communication history information recorded based on the communication history information.
Control means to select the extension number to call from the line number
When the incoming call arrives , the control means provides the calling party with the called extension number.
Notify the caller to the called extension number
Incoming call against to the call destination extension number in accordance with the confirmation completed
Notify and respond to the response from the caller indicating that the extension number has been changed.
Based on the communication history information corresponding to the calling party number of the calling party of the incoming call
Based on the extension number recorded in the communication history information,
Select a new extension to call and
Notification that new extension number is called
An exchange control device characterized by: 4. The exchange control device according to claim 3, wherein the control means responds to the transfer request from the extension side, and the requested extension transfer destination.
And the caller, and the recording means relates to the extension number of the extension that responded to the transfer call and the transfer call.
Communication history information for each calling party's calling number
The exchange control device is characterized by being recorded as
Place