JP3707040B2 - Integrated computer and telephony system - Google Patents

Description

[0001]
BACKGROUND OF THE INVENTION
The present invention relates to an integrated computer and telephony system that provides various services using a computer function via a telephone line.
[0002]
[Prior art]
In recent years, a computer telephony integration (CTI) system that provides various services via a telephone line has been used. In general, the conventional CTI system provides functions such as listening to voice mail, listening to electronic mail, accessing a voice response system, and leaving a message in a message box in response to an incoming call from a telephone.
[0003]
[Problems to be solved by the invention]
However, when all the telephone terminals on the receiving side are busy, there is no function to wait for an incoming call and connect to the incoming telephone line after the line is available.
[0004]
For example, conventionally, when all the telephone terminals are busy, the system is in a busy state, or in the case of toll free, a message or CM information is sent.
[0005]
In other words, in the past, when such a conversation was in progress, it was necessary for the caller to make a call again or leave the voice mail etc. there were.
[0006]
From this point, when the caller makes a call and the telephone terminal is busy, other CTI functions can be provided, and when the incoming call waits and is not busy, the call is sent It has been desired to realize a computer / telephony integrated system capable of improving functions as a CTI system that can be connected to a user.
[0007]
[Means for Solving the Problems]
The present invention monitors whether or not a plurality of call lines connected to a plurality of telephone terminals are accommodated and a call line connected to a telephone terminal that has received a connection request from a calling terminal is busy. A computer / telephony integrated system comprising an exchange function unit having a call line monitoring function unit and a CTI function unit for providing a CTI service, wherein the call line monitoring function unit calls the monitored call line. If it is determined that the call is in progress, a message indicating that the call is in progress is output to the calling terminal, and a CTI connection management function unit that instructs the CTI function unit to provide the CTI service; The CTI function unit is connected for supply, and the telephone terminal is connected when the call line monitoring function unit determines the end of the call on the monitored call line. And a connection re functional unit that, the CTI connection management unit, when the call for line monitoring function unit determines that the call terminates, indicating whether to continue to provide the CTI service to the calling side terminal When a message indicating a continuation is received from the originating terminal, the switching function unit is instructed to switch when the provision of the CTI service is completed, and the CTI function unit transmits a voice message as the CTI service. It is characterized by providing at least one service of providing mail and electronic mail, accessing a voice response system, and inputting a message into a message box.
In another invention, a plurality of call lines connected to a plurality of telephone terminals are accommodated, and it is monitored whether the call line connected to the telephone terminal that has received a connection request from the calling terminal is busy. An integrated computer / telephony system comprising an exchange function unit having a call line monitoring function unit and a CTI function unit for providing a CTI service, wherein the call line monitoring function unit is connected to the monitored call line. If it is determined that a call is in progress, a CTI connection management function unit that outputs a message indicating that the call is in progress to the calling side terminal and instructs the CTI function unit to provide the CTI service; and the CTI service to the calling side terminal Is connected to the CTI function unit, and when the call line monitoring function unit determines that the call on the monitored call line is ended, the telephone terminal is The CTI connection management function unit determines a call type of the caller terminal, instructs the CTI service unit to provide a corresponding CTI service, and performs the call When the line monitoring function unit determines that the call has ended, the CTI service is output when a message indicating whether or not to continue providing the CTI service is output to the calling terminal, and when a response indicating the continuation is received from the calling terminal. When the provision of is completed, a switching instruction is given to the connection switching function unit.
[0008]
DETAILED DESCRIPTION OF THE INVENTION
Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings.
"Concrete example"
<Constitution>
FIG. 1 is a block diagram showing a specific example of a computer / telephony integration (CTI) system according to the present invention.
The system shown in FIG. 1 includes a connection switching function unit 1, a call line monitoring function unit 2, a CTI connection management function unit 3, a CTI function unit 4, an external line 20, a telephone terminal 30, and a call line (extension) 40.
[0009]
The connection switching function unit 1 and the telephone line monitoring function unit 2 are provided as function units in the PBX function unit 10, and the PBX function unit 10 is connected to an external line 20 that is a public network and a telephone terminal 30. The telephone line (extension) 40 is accommodated, and a function of performing exchange processing of these lines is provided.
[0010]
When the incoming call addressed to the telephone terminal 30 is received from the external line 20 and the telephone terminal 30 is busy, the connection switching function part 1 instructs the call line monitoring function part 2 to monitor the extension line blockage. At the same time, the CTI connection management function unit 3 is notified that the extension 40 is busy, and the CTI function unit 4 is instructed to connect to the CTI function unit 4 and to change the connection from the CTI function unit 4 to the extension 40. If received, it has a function of switching the connection from the CTI function unit 4 to the extension 40.
[0011]
The call line monitoring function unit 2 is a function unit that manages the airline of the extension 40. That is, the call line monitoring function unit 2 monitors the vacant line of the extension 40 based on the extension vacant line monitoring instruction from the connection switching function unit 1, and detects the vacant line of the extension 40 when it is detected as a CTI connection. It has a function of notifying the management function unit 3.
[0012]
The CTI connection management function unit 3 instructs the CTI function unit 4 to start providing a predetermined CTI service when receiving a notification from the connection switching function unit 1 that the extension 40 is busy. When the call line monitoring function unit 2 detects that the extension 40 is available, the caller is notified that the extension 40 is available, and the call is switched to the extension 40 or the CTI function unit 4 provides a CTI service. It is a functional unit that performs selection management of whether to continue. That is, the CTI connection management function unit 3 determines a call type by using a free dial or a number display (caller telephone number display service) function, for example, and connects to the CTI function unit 4 according to the call type. When the connection to the extension 40 is selected when the function and the extension 40 become idle from the busy state, the connection change function unit 1 is instructed to change the connection to the extension 40 and the CTI function unit 4 It has a function for instructing to stop the service.
[0013]
The CTI function unit 4 is a function unit for executing CTI functions such as listening to a voice mail, listening to an electronic mail, accessing a voice response system, and leaving a message in a message box.
[0014]
<Operation>
FIG. 2 is a flowchart showing the operation of the computer / telephony integrated system of this example.
[0015]
First, it is assumed that there is a call request from the outside line 20 to the telephone terminal 30. Thereby, the connection change function part 1 in the PBX function part 10 determines whether the extension 40 is vacant (step S1). If the extension 40 is vacant, connection is made to the vacant extension 40 as it is (step S2).
[0016]
On the other hand, if the extension 40 is not available in step S1, the connection switching function unit 1 notifies the CTI connection management function unit 3 that the caller is not busy and is not busy. ((1) in FIG. 1). As a result, the CTI connection management function unit 3 sends a CTI service message, for example, “I am busy now. I will accept it as soon as it is available, so please use other services until then” (step S3 ).
[0017]
Also, the connection switching function unit 1 instructs the call line monitoring function unit 2 to monitor the extension line (2 in FIG. 1), whereby the call line monitoring function unit 2 performs the extension monitoring. Start (step S4).
[0018]
When the CTI connection management function unit 3 sends out the CTI message in step S3, the CTI function is determined by the free dial, number display function, etc., and the CTI function corresponding to the transmission type is determined (step S5). The CTI function unit 4 is instructed to perform the function (step S6). This flow corresponds to (3) in FIG.
[0019]
Thereafter, the connection ordering function unit 1 performs a connection to the CTI function unit 4, CTI function unit 4 perform predetermined CTI service. In addition, the call line monitoring function unit 2 monitors the vacancy of the extension 40 (step S8). If any of the extensions 40 is available, the call line monitoring function unit 2 notifies the CTI connection management function unit 3 (corresponding to the arrow 4 in FIG. 1). As a result, the CTI connection management function unit 3 sends out a CTI service message, for example, “I'm free now, but will you accept it now?” (Step S8).
[0020]
As a result, when the caller receiving the CTI service immediately desires an extension connection, the CTI connection management function unit 3 instructs the connection change function unit 1 to change the connection to the extension 40, and the CTI function unit. 4 is instructed to stop the service ((5) and (6) in FIG. 1). Upon receiving a service stop request from the CTI connection management function unit 3, the CTI function unit 4 stops the CTI service. On the other hand, the connection switching function unit 1 switches the connection to the extension 40 (corresponding to step S10 in FIG. 2, (7) in FIG. 1).
[0021]
On the other hand, when the caller receiving the CTI service wishes to continue the service in step S9, the CTI connection management function unit 3 monitors the service executed by the CTI function unit 4, and the service is The service provision by the CTI function unit 4 is continued until the end (step S11). Thereafter, when the service is finished, the control is returned to step S7 by the call line monitoring function unit 2.
[0022]
<effect>
As described above, according to the above specific example, when there is an incoming call addressed to an extension and all the extensions are busy, it is possible to provide a CTI service without talking to the caller, In addition, when the extension is available during the provision of the CTI service, the connection to the extension is changed, and the following effects are obtained.
[0023]
For example, during normal business hours, a CTI system for small and medium-sized businesses that has only a few people in the office. For customer's requirements that cannot be handled by unattended automatic response alone, the following CTI can be used without talking. Since it is possible to meet while providing the service, it is possible to improve the service to the customer.
[0024]
・ If the incoming call is toll free, provide CM information and wait. In this case, since there is no call charge burden on the customer, there is a high possibility that the customer can listen to the CM information as it is.
[0025]
A message is put into the voice mail, and the person in charge (the operator of the telephone terminal 30) is notified as character information on the display of the CTI system during the call. The person in charge during the call instructs the expected waiting time from the terminal of the CTI system, and notifies the caller of the waiting time by a voice message. In this case, since the configuration of the display, terminal, etc. of the CTI system is known, the illustration thereof is omitted in FIG. The CTI function unit 4 performs processing such as notification of character information on the display and output of a voice message to the caller.
[0026]
・ Combined with public network “number display”, etc., it can provide content only for specific members and provide voice service for e-mail.
[0027]
<< Usage form >>
The present invention can also be applied to the following usage forms.
(1) In the CTI system of the present invention, the extension line 40 is an outside line, the CTI system is installed in a local city where a sales office is not provided, and the outside line is connected to the head office or the like. In this way, the customer can use the CTI system of the present invention at a local call charge and can improve the service.
[0028]
(2) If the extension line 40 is an outside line, the CTI system of the present invention is installed in an office in a city center with a high land price, and the outside line is a suburban office or a telecommuting telephone line with a low land price, the CTI system of the present invention By using it, the customer can improve the service, and the CTI system installer can reduce the cost.
[0029]
(3) If the extension line 40 is an outside line, the CTI system of the present invention can be combined with a telephone transfer function to a night / holiday contact.
[Brief description of the drawings]
FIG. 1 is an explanatory diagram of the configuration and operation of a computer / telephony integrated system according to the present invention;
FIG. 2 is a flowchart showing the operation of the computer / telephony integrated system of the present invention.
[Explanation of symbols]
DESCRIPTION OF SYMBOLS 1 Connection switching function part 2 Call line monitoring function part 3 CTI connection management function part 4 CTI function part

Claims (5)

Call line monitoring that monitors whether or not a call line connected to a telephone terminal that has received a connection request from a calling terminal accommodates a plurality of call lines connected to a plurality of telephone terminals. A computer / telephony integrated system comprising an exchange function unit having a function unit and a CTI function unit for providing a CTI service,
When the call line monitoring function unit determines that the monitored call line is busy, the call line monitoring function unit outputs a message indicating that the call is in progress to the calling terminal and instructs the CTI function unit to provide the CTI service. A CTI connection management function unit;
A connection for connecting the CTI function unit to supply the CTI service to the calling terminal, and connecting the telephone terminal when the call line monitoring function unit determines the end of the call on the monitored call line. Replacement function part ,
When the call line monitoring function unit determines that the call has ended, the CTI connection management function unit outputs a message indicating whether or not to continue providing the CTI service to the calling side terminal, and the calling side terminal When receiving a response indicating further continuation, when the provision of the CTI service is finished, the switching function unit is instructed to switch,
The CTI function unit performs at least one service of providing voice mail and electronic mail, accessing a voice response system, and inputting a message into a message box as the CTI service. system. Call line monitoring that monitors whether or not a call line connected to a telephone terminal that has received a connection request from a calling terminal accommodates a plurality of call lines connected to a plurality of telephone terminals. A computer / telephony integrated system comprising an exchange function unit having a function unit and a CTI function unit for providing a CTI service,
When the call line monitoring function unit determines that the monitored call line is busy, the call line monitoring function unit outputs a message indicating that the call is in progress to the calling terminal and instructs the CTI function unit to provide the CTI service. A CTI connection management function unit;
A connection for connecting the CTI function unit to supply the CTI service to the calling terminal, and connecting the telephone terminal when the call line monitoring function unit determines the end of the call on the monitored call line. Replacement function part,
The CTI connection management function unit determines a call type of the caller terminal, instructs the CTI function unit to provide a corresponding CTI service, and the call line monitoring function unit determines that the call is ended. When the message indicating whether or not to continue providing the CTI service is output to the calling terminal, and the response indicating the continuation is received from the calling terminal, the connection switching is performed when the provision of the CTI service is completed. An integrated computer and telephony system characterized by instructing switching to a functional unit. 3. The computer telephony according to claim 2 , wherein the provided CTI service is at least one service of providing voice mail and electronic mail, accessing a voice response system, and inputting a message into a message box. Integrated system. 3. The computer / telephony integrated system according to claim 2, wherein the CTI connection management function unit instructs the provision of CM information when the call classification is determined to be free dial. The CTI function unit notifies a voice mail from the calling terminal as character information to the telephone terminal, and notifies the waiting time to the calling terminal when expected waiting time information is input from the receiving side. The computer / telephony integrated system according to claim 2 .

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