JP4087364B2 - Management system and management device - Google Patents

Description

  The present invention relates to a management system that is installed in a call center or the like and in which a reception person (operator) responds to an inquiry from a customer. In particular, the reception stand is automatically logged on / off, and the number of reception persons (operators) depends on the number of reception persons (operators). The present invention relates to a management system and a management apparatus for automatically allocating incoming lines.

  Conventionally, when an operator logs on, the operator manually operates the reception stand to log on.

  The appropriate number of incoming lines for the number of operators is set for each time zone and day of the week as determined by the administrator based on experience.

In addition, as disclosed in “Patent Document 1” (proxy reception method of automatic incoming call distribution device), the conventional management system is configured to log on the reception desk of the reception desk group 2 and log on the reception desk. When the reception desk group 1 is treated as a reception desk and the reception desk group 1 tends to be in a congested state, the reception desk of the reception desk group 2 that has logged on can perform proxy reception. Congestion countermeasures can be taken.
JP-A-8-32702

  Conventionally, a method in which an operator logs on has a problem that the operator cannot enter the regular operation due to a problem that the operator erroneously inputs an ID when logging on and forgets the logon operation.

  On the other hand, there is no function to automatically switch the appropriate number of incoming lines for the number of operators, so there are cases where there are more reception desks than can answer incoming calls from the public network, and there are more acceptors working than the currently available incoming lines There is a problem that cannot be properly operated.

  In addition, the conventional management system disclosed in “Patent Document 1” (the proxy reception method of the automatic incoming call distribution device) logs on from reception desks of other reception desk groups when the number of incoming calls of a reception desk group increases. However, it is possible to join a certain reception desk group, and proxy response is possible, but the logon operation for proxy response must be performed by the operator himself, it is difficult to judge the timing of logon operation, and it is difficult to perform optimal operation is there.

  The present invention has been made to solve such problems, and its purpose is to automatically execute log-on / log-off of a reception desk, automatically distribute the number of incoming lines to the number of operators, and It is an object of the present invention to provide a management system and a management apparatus that can realize an optimum operation with high efficiency.

Management system according to the present invention for solving the above problem is a private branch exchange having a plurality of incoming lines connected to a public network, is connected with the private branch exchange and extension, a plurality of answer the call from the public network a receiving table is connected via the private branch exchange and LAN, sets the reception table to logon or logoff, a management apparatus that manages statistics, in the management system consisting of the management apparatus, the reception table Reception desk setting means for storing the time to log on / log off, control means for transmitting information for logging on / off the corresponding reception desk to a private branch exchange when a predetermined time comes, and for each type of incoming line And an assignment control means for transmitting information for assigning the logged-in reception desk to the private branch exchange .

  The management device of the management system according to the present invention is a setting means for automatically logging on the reception stand at the start of business and automatically logging off at the end of business, and automatically allocating incoming lines according to the number of operators Therefore, without imposing extra labor on the operator, it is possible to adjust to the appropriate reception work and concentrate on the specialized field.

The management apparatus according to the present invention includes a database, and when a receptionist (operator) ID, a receptionist name, a charge type, and a reception desk number are input, a log-on signal that associates the extension with the reception desk number. a log setting means for setting in the database and notifies the private branch exchange as a selection means for setting in the database as well as selecting the incoming line on the basis of the charge type is entered, the call state of the ringing line And monitoring means for monitoring the response status of the reception board .

The management apparatus according to the present invention includes a log-on setting unit that sets a receiver's ID, a receiver's name, a charge type, and a reception desk number, a selection unit that selects an incoming line according to the receiver (operator), Monitoring means for monitoring the response status and storage means for storing logon setting information, selection information and monitoring information, so that the reception desk corresponding to the operator can be automatically logged on / off and A suitable incoming line can be assigned.

Furthermore, the management device according to the present invention comprises a timer / calendar means for managing the date and time, and the time for logon / logoff of the reception desk input by the reception desk setting means is set to a plurality of time zones of one day and one month. And a date and time management means for setting in units of days.

The management device according to the present invention includes a timer / calendar means, and the selection means selects an incoming line according to the acceptor (operator) in a plurality of time zones of a day and a day of a month. A business plan can be set from a short time to a relatively long time.

In addition, the selection means according to the present invention, when the number of waiting calls and the number of abandoned calls increases as the arrival status of the incoming line monitored by the monitoring means exceeds a certain number, the response status of other reception desks Based on this, the type of charge of other reception desks is changed .

  The selection means according to the present invention rearranges the recipients (operators) beyond the responsible type based on the monitoring information when the monitoring means is imbalanced, so that the work is concentrated on one responsible type. Even in the past, an operator who has experience in the past can be arranged.

Further, the reception desk according to the present invention is provided with a logon / logoff button, and the reception desk for logging on / off by the operation of the logon / logoff button is mixed.

  Since the reception desk according to the present invention includes both automatically logged on and manually logged on, it is possible to temporarily increase the number of operators by manual logon in response to rapid concentration of reception work. .

A management apparatus according to the present invention is a management apparatus that is connected to a private branch exchange having a plurality of incoming lines connected to a public network via a LAN, sets a reception stand to logon or logoff, and manages statistical information. there, the control means for transmitting the information to logon / logoff acceptance table corresponding to become reception table setting means and a predetermined time to store the time to log on / off the reception table in the private branch exchange, the incoming It is characterized by comprising allocation control means for transmitting information for allocating the reception stand logged on for each line type to the private branch exchange .

  A management apparatus according to the present invention is a management apparatus that is connected to a private branch exchange via a LAN, sets a reception stand, and manages statistical information. The reception stand is automatically logged on at the start of business, and the business ends. There is a setting means that automatically logs off from time to time and automatically distributes incoming lines according to the number of operators, so it can be adjusted to appropriate reception work without imposing extra labor on the operator, It is possible to concentrate on reception.

In addition, the management device according to the present invention includes a database, and when the ID of the receiver (operator) , the name of the receiver, the type of charge, and the reception desk number are input, the reception board and the reception desk number are associated with each other to log on Logon setting means for notifying the private branch exchange as a signal and setting it in the database ; selection means for selecting the incoming line based on the input charge type ; incoming status of the incoming line and response of the reception desk characterized by comprising monitoring means for monitoring the situation, the.

The management apparatus according to the present invention includes a log-on setting unit that sets a receiver's ID, a receiver's name, a charge type, and a reception desk number, a selection unit that selects an incoming line according to the receiver (operator), Monitoring means for monitoring the response status and storage means for storing logon setting information, selection information and monitoring information, so that the reception desk corresponding to the operator can be automatically logged on / off and A suitable incoming line can be assigned.

Furthermore, the management device according to the present invention comprises a timer and calendar for managing the date and time, and sets the time for logon / logoff of the reception table input by the reception table setting means for a plurality of time zones of one day and one month. It is characterized by comprising date and time management means for setting in units of days.

The management apparatus according to the present invention includes a timer and a calendar, and the selection means selects an incoming line in accordance with a reception person (operator) in a plurality of time zones of a day and a day of a month. Business plan can be set for a relatively long period of time.

Management apparatus according to the invention of this is, when said waiting call number and Abandons as the incoming state of the connected line monitored by the monitoring means exceeds a predetermined number increases, the other receiving switchboard Response Status Based on this, the type of charge of other reception desks is changed .

In the management device according to the present invention, when an imbalance occurs in the monitoring means, the recipients (operators) are rearranged beyond the type of charge based on the monitoring information, so that the work is concentrated on one type of charge. Even in the past, an operator who has experience in the past can be arranged.

  The management device according to the present invention includes setting means for automatically logging on the reception desk at the start of business and automatically logging off at the end of the business, and automatically allocating incoming lines according to the number of operators. Therefore, without imposing extra labor on the operator, it is possible to adjust to the appropriate reception work and concentrate on the reception in the specialized field, and the reception operation is highly efficient and optimal operation can be realized.

In addition, the management device according to the present invention includes a log-on setting unit that sets a receiver ID, a receiver name, a charge type, and a reception desk number; a selection unit that selects an incoming line according to a receiver (operator); Since the monitoring means for monitoring the incoming status and the response status and the storage means for storing the logon setting information, selection information and monitoring information, the reception desk corresponding to the operator is automatically logged on / off, An incoming line suitable for the operator can be assigned, and the accuracy and efficiency of reception work can be improved.

Furthermore, the management device according to the present invention includes a timer / calendar means, and the selection means selects an incoming line according to a reception person (operator) in a plurality of time zones of a day and a day of a month. A business plan can be set from a short time (short time) to a relatively long time, and the reception work can be executed as scheduled.

  In addition, the selection means according to the present invention rearranges the receiver (operator) beyond the responsible type based on the monitoring information when the monitoring means is unbalanced, so that the task is assigned to one responsible type. It is possible to arrange operators who have experienced in the past even if they concentrate, and it is possible to flexibly cope with sudden work concentration and to construct a reasonable staff assignment.

  Furthermore, since the reception desk according to the present invention includes both automatically logged on and manually logged on, the number of operators can be temporarily increased by manual logon in response to the rapid concentration of reception work. And flexible staffing can be realized.

  Embodiments of the present invention will be described below with reference to the accompanying drawings. FIG. 1 is a system configuration diagram of an embodiment of a management system according to the present invention. In FIG. 1, a management system 1 is installed in a call center or the like, and is connected to a private branch exchange 2 connected to a public network NT via a local line L, and connected to the private branch exchange 2 via extensions LI1 to LIk and responds to a plurality of incoming calls. The reception desks TEL1 to TELk are connected to the private branch exchange 2 via the LAN 4, and the reception desks TEL1 to TELk are automatically set to logon or logoff, and the reception desks TEL1 to TELk (operators) are connected to the line corresponding to the reception call. Management device 3 for appropriately assigning and managing the response rate, the number of waiting calls, the number of abandonments, etc. for the types (business divisions) handled by the reception desks TEL1 to TELk as statistical information in the time zone of the day, weekday (day of the week) And consists of

  The private branch exchange 2 includes an office trunk that accommodates the office line L, an extension trunk that accommodates the reception boards TEL1 to TELk, a speech path switch that forms a speech path between the office trunk and the extension trunk, and between the extension trunks. , A storage device for storing station data, extension data and an operation sequence program, a control device for controlling the operation of the private branch exchange 2 as a whole, and transmitting data monitored by the private branch exchange 2 to the management device 3 via the LAN 4 A LAN interface for receiving a command from the device 3 is provided.

  The reception desks TEL1 to TELk are composed of multi-function telephones, and execute various types (business divisions) of reception work when operated by a responsible reception person (operator).

  In addition, the reception desks TEL1 to TELk are automatically logged on at the time of business start, and display that they are logged on, the ID of the acceptor (operator), the name, the type of work in charge, the reception desk number, and the business time zone. Is displayed.

  Furthermore, the reception desks TEL1 to TELk include a logon / logoff button, which is set to automatically log on / logoff, and a manual logon registration by operating the logon / logoff button. The TEL1 to TELg are set to automatically log on / log off, and the reception boards TELh to TELk manually register logon / log off.

  The reception desks TELh to TELk are required to register the ID of the reception person (operator) when manually logging on, but do not register the reception board No, and perform logon operations on any reception desks TELi to TELk. Configure to do.

  As described above, the reception tables TEL1 to TELk according to the present invention include those that are automatically logged on (reception tables TEL1 to TELg) and those that are manually logged on (reception tables TELh to TELk). Corresponding to the concentration of reception work, it is possible to temporarily increase the number of receivers (operators) by manual logon and to realize a flexible staffing arrangement.

  The management device 3 performs registration to automatically log on / off the reception desks TEL1 to TELk, automatically logs on at the start of business, and automatically logs off at the end of business to the private branch exchange 2 via the LAN 4. A setting means for registering the number of receptionists (operators), operator ID, name, type of work in charge, and numbers of reception desks TEL1 to TELk, and automatically allocating incoming lines according to the number of operators Prepare.

FIG. 2 is a block diagram showing the principal part of one embodiment of the management apparatus according to the present invention. In FIG. 2, the management apparatus 3 basically includes a microprocessor and includes a LAN interface 5, a control unit 6, a database 7, an input unit 8, a setting unit 9, and a display unit 10. Each constituent element of the display unit 10 from the LAN interface 5 is connected via a bus BU S.

  The LAN interface 5 is connected to the LAN 4 and transmits a command to the private branch exchange 2 as an IP packet, and receives IP packets of various data from the private branch exchange 2 and converts them into corresponding signals.

  The LAN interface 5 converts the command from the control means 6 (for example, logon / logoff registration) into an IP signal, converts the IP packet of the private branch exchange 2 received from the LAN 4 into a corresponding signal (data), The converted data is supplied to the control means 6.

  The control unit 6 controls the operation of the entire management apparatus 3 by controlling the operations of the LAN interface 5, the database 7, the input unit 8, the setting unit 9 and the display unit 10.

  Further, the control means 6 performs control for collecting data classified by type into data supplied from the private branch exchange 2 to the LAN interface 5 via the LAN 4, performing predetermined arithmetic processing, and storing the data in the database 7.

  Further, the control means 6 increases the number of incoming calls of a certain job type, and the number of waiting calls and abandoned calls increases with the number of assigned receivers (operators). Is determined to be improper, the recipient (operator) is temporarily changed from another type of registered business in charge to a type of business in charge, and the changed type of business in charge is changed via the private branch exchange 2 The corresponding reception table (for example, reception table TELe) is notified and displayed.

  When changing from another type to a certain type, refer to the previous history of the corresponding recipient (operator) stored in the database 7 and confirm that the certain level of the recipient (operator) is sufficient. Then, change the person in charge from another type to a certain type. The change in charge may be automatically executed by the management apparatus 3 or may be changed by inputting from the input unit 8.

  Further, the control means 6 is notified from the private branch exchange 2 when the operator ID, name, type of work in charge, and numbers of the reception desks TEL1 to TELk are registered in correspondence with the number of the receptionists (operators). Control is performed to assign each operator in accordance with the number of incoming call lines (incoming extensions) for each assigned task, and the operator (reception desk number) corresponding to the line (incoming extension) is notified to the private branch exchange 2.

  The database 7 stores data (ID, name, type of business in charge, reception desk, business history) required for automatic logon / logoff, and a line (incoming extension) number corresponding to the type of business in charge. Status data (total number of incoming calls, number of responses, number of abandoned calls, number of waiting calls, number of quick answers, quick response rate, number of channel settings) The program data is stored, and various data are stored, read out and supplied in accordance with commands from the control means 6.

  The input means 8 is composed of a keyboard, a mouse, etc., and designates the input of various data and the display format of the statistical information stored in the database 7.

  The setting unit 9 includes a logon setting unit 11, a selection unit 12, a monitoring unit 13, a timer / calendar 14, and a storage unit 15.

Logon setting means 11, ID of the receptionist the input means 8 (operator), name, responsible type, the reception table number is input, the reception table number in correspondence with the incoming extension number stored in the database 7 A pair of incoming extensions is set as a logon signal by adding a time zone corresponding to the data selected by the selection means 12 and notified to the private branch exchange 2 via the LAN interface 5.

Selecting means 12, ID of the receptionist the input means 8 (operator), name, responsible type, the reception table number is input, and select the incoming extension number stored in the database 7 for each of these data, A pair of reception desk number and incoming call extension is provided to the logon setting means 11.

  The monitoring means 13 includes state data such as talking, termination, etc. of the reception extension notified from the private branch exchange 2 via the LAN interface 5, the number of responses for each reception desk TEL1 to TELk, the number of abandons, the number of waiting calls, Monitor response status data such as response time, busy time, and quick response rate.

  The monitoring unit 13 monitors the busy time of the reception extension, the number of abandonments and the number of waiting calls for each of the reception desks TEL1 to TELk, and if these information exceeds a preset time or number, the operation of the management device 3 is performed. It is determined that an imbalance has occurred, and a pair of the incoming line and the acceptor (operator) is selected so as to be able to cope with the concentration of incoming calls.

  Specifically, the monitoring unit 13 changes the charge type of the reception stand assigned to the other charge type to the charge type where the imbalance has occurred, and selects a pair of the incoming line and the receiver (operator) ( Actually, the type of charge of the receptionist (operator) is rewritten), the logon setting means 11 notifies the private branch exchange 2 of the changed logon signal, and the private branch exchange 2 notifies the reception desk whose charge type has been changed. To do. It should be noted that a reception person (operator) who is assigned to a charge type in which an imbalance has occurred from another charge type is a reception person (operator) who has sufficient experience in that charge type.

  In addition, when the imbalance occurs without automatically rewriting the type of responsibility of the acceptor (operator), the manager of the management device 3 displays the incoming line and the pair of the acceptor (operator) and receives the incoming call. The charge type of the receiver (operator) displayed in the pair of the line and the receiver (operator) may be rewritten.

  As described above, the selection means 12 according to the present invention rearranges the receiver (operator) beyond the responsible type based on the monitoring information when the monitoring means 13 is unbalanced. Operators who have experienced in the past can be assigned even if work is concentrated on the type of charge, and it is possible to construct an unreasonable staffing by flexibly responding to sudden work concentration.

  The timer / calendar 14 has a clock function and a calendar function, and according to the reception desks TEL1 to TELk by outputting the operating hours of the reception desks TEL1 to TELk in units of multiple hours of the day, one week, or one month. The operating time can be changed by setting the working hours of the acceptor (operator) and the usage time of the incoming line in units of one day, one week, or one month.

  As described above, the setting means 9 according to the present invention includes the timer / calendar means 14, and the selection means 12 receives the incoming line according to the reception person (operator) in a plurality of time zones of a day and a day of a month. Therefore, a business plan can be set from a short period (short time) to a relatively long period, and the reception work can be executed as scheduled.

  The storage unit 15 is composed of an EEPROM or a flash memory, and temporarily stores data such as logon setting information, selection information, and monitoring information set by the setting unit 9. For example, when one day has elapsed, the temporarily stored data is stored. By providing to the database 7, it is stored in the database 7 as statistical information.

  In addition, the storage means 15 is in the state of the reception extension provided from the private branch exchange 2, state data such as a call, termination, etc., the number of responses for each reception desk TEL1 to TELk, the number of abandons, the number of waiting calls, the response time, the busy Response status data such as time and immediate response rate is temporarily stored, and the temporarily stored status data and response status data are supplied to the monitoring means 13.

  The display means 10 is composed of a display driving device and a liquid crystal display (LCD). Logon setting information set from the input means 8, operating time zone information notified from the private branch exchange 2, total number of incoming calls, number of responses, number of abandons , Status data such as the number of waiting calls, the number of quick answers and the quick answer rate, and statistical data are displayed.

  As described above, the setting means 9 according to the present invention selects the incoming line according to the log-on setting means 11 for setting the ID, name, charge type, and reception desk number of the acceptor, and the acceptor (operator). Since the selection means 12, the monitoring means 13 for monitoring the incoming call status and the response status, and the storage means 15 for storing the logon setting information, the selection information and the monitoring information are provided, the reception stand corresponding to the reception person (operator) Can be automatically logged on / off, and an incoming line suitable for the operator can be assigned to improve the accuracy and efficiency of the reception work.

  Next, data screens that can be displayed on the management apparatus 3 will be described. FIG. 3 is a reception desk number setting screen of the management apparatus according to the present invention. In FIG. 3, the reception stand numbers used in the management system 1, for example, “3000”, “3001”, “3002”, “3003”, and “3004” are input and set. Reception numbers that are not set on this screen are not recognized as reception desks in the management system 1 and are therefore not subject to automatic logon management.

  FIG. 4 is a recipient information setting screen of the management apparatus according to the present invention. In FIG. 4, information on an acceptor (operator) used in the management system 1 is input and set. The ID of the receptionist (operator), name (name), type of charge, and reception desk number are set. When automatic logon is performed, registration of the receptionist (operator) ID and reception desk number is essential. When performing manual logon, the ID of the receptionist (operator) is registered, and the reception desk number is not registered.

  Since automatic logon setting and manual logon setting are possible, the minimum required receptionist (operator) can be set to automatic logon, and other receptionists (operators) can be set to manual logon. It is possible to flexibly cope with a sudden change in operation due to a surplus of acceptors (operators) and a shortage of receiving lines.

  Further, by knowing the number of acceptors (operators) and the number of received lines in advance, the operation can be performed without being aware of the change of the assignment destination of the acceptors (operators).

  For example, the reception work of the type “1” is increased for the receptionist (operator) of the reception table “3004” having the ID “0005”, the name “E”, and the type “2”, and the monitoring means 13 is unbalanced. If this happens, change the type “2” of the “Mr. E” of the acceptor (operator) to the type “1”, and temporarily join “Mr. E” to the type “1”. The reception work can be made appropriate. When the reception work of type “1” is relaxed, the type “1” of “Mr. E” is changed back to type “2”, and the initial arrangement of the reception person (operator) is made.

  FIG. 5 is a business mode setting screen of the management apparatus according to the present invention. In FIG. 5, the business hours of each department used in the management system 1, the transfer destination when the business hours are over, and the number of usable channels (number of incoming lines) are set.

  The business hours can be set in five ways from mode 0 to mode 4, which is a holiday-only mode. For each mode, it is possible to set business hours that divide a day into ten.

  FIG. 6 is a daily schedule setting screen of the management apparatus according to the present invention. In FIG. 6, the mode 0 to the mode 4 of the work used in the management system 1 are set in a calendar format for each department and every day.

  FIG. 7 is an environment setting screen of the management apparatus according to the present invention. In FIG. 7, the system environment such as the immediate answer time (seconds), the immediate answer rate (%), the response rate (%), the number of waiting calls, the number of acceptable calls, and the abandonment time (seconds) used in the management system 1 is set.

  FIG. 8 is a response time statistics screen of the management apparatus according to the present invention. In FIG. 8, the breakdown display diagram of the response time for each department of the management system 1 is represented by a pie chart. Although the pie chart is automatically updated, manual updating is also possible by input from the input means 8.

  FIG. 9 is an operational status screen for each department of the management apparatus according to the present invention. In FIG. 9, the current operating status of the management system 1 can be known. When the number of abandoned calls and the number of waiting calls are increased, it can be seen that the acceptor (operator) cannot respond to the incoming call, or it takes time to answer. In this case, since it is possible to know the shortage of acceptors (operators) and the surplus of the receiving line, it is possible to flexibly cope with a sudden operation change.

  Further, by knowing the number of acceptors (operators) and the number of received lines in advance, the operation can be performed without being aware of the change of the assignment destination of the acceptors (operators).

  As described above, the management system 1 according to the present invention automatically logs on the reception desks (reception boards TEL1 to TELk) at the start of business, automatically logs off at the end of the business, and according to the number of operators. Since the setting means 9 for automatically allocating the incoming line is provided, it is possible to adjust to the appropriate reception work and concentrate on the specialized field without imposing extra labor on the operator, and the efficiency of the reception work High and optimal operation can be realized.

  In the present embodiment, the management device 3 applied to the management system 1 has been described. However, since a single management device has the same configuration and the same function as the management device 3, a single management device is used to avoid redundant description. A description of the management device is omitted.

  The management system according to the present invention automatically executes log-on / log-off of the reception desk, makes it possible to automatically distribute the number of incoming lines to the number of operators, realizes high efficiency of reception work and optimum operation, and automatically It can be applied to all management systems where logon / logoff is required.

System configuration diagram of an embodiment of a management system according to the present invention Block diagram of a main part of an embodiment of a management device according to the present invention Reception desk number setting screen of management device according to the present invention Recipient information setting screen of management device according to the present invention Operation mode setting screen of management device according to the present invention Daily schedule setting screen of management device according to the present invention Environment setting screen of management apparatus according to the present invention Statistical screen of response time of management device according to this invention Operation status screen for each department of the management device according to the present invention

Explanation of symbols

1 Management System 2 Private Branch Exchange 3 Management Device 4 LAN
DESCRIPTION OF SYMBOLS 5 LAN interface 6 Control means 7 Setting means 8 Display means 9 Setting means 10 Display means 11 Logon setting means 12 Selection means 13 Monitoring means 14 Timer / Calendar 15 Storage means NT Public network L Office line LI1-LIk Extension TEL1-TELk Reception stand BUS bus

Claims (9)

A private branch exchange having a plurality of incoming lines connected to the public network, a plurality of reception stands connected to the private branch exchange by an extension, and responding to incoming calls from the public network , and connected to the private branch exchange via a LAN In a management system comprising a management device that sets the reception stand to log on or log off and manages statistical information,
The management device
Reception table setting means for storing time for logging on / off the reception table;
Control means for transmitting to the private branch exchange information for logging on / off the corresponding reception board at a predetermined time, and information for assigning the reception board logged on for each type of the incoming line. A management system comprising assignment control means for transmitting to an exchange . The management apparatus includes a database, and when a receptionist (operator) ID, a receptionist name, a responsible type, and a reception desk number are input, the extension and the reception desk number are associated with each other as a logon signal to the private branch exchange. a log setting means notifies sets in the database, and selection means for setting in the database as well as selecting the incoming line on the basis of the charge type is input, the reception table and response call status of the connected line management system according to claim 1, characterized in that a monitoring means for monitoring the situation. The management device includes a timer / calendar means for managing the date and time to set the time to the reception table logon / logoff input in the reception table setting means in units day multiple time zones and one month of day The management system according to claim 2 , further comprising a date management unit . When the number of waiting calls and the number of abandoned calls increases and exceeds a certain number as the incoming call status of the incoming line monitored by the monitoring means , the selection means determines the other status based on the response status of other reception desks . The management system according to claim 2 , wherein the charge type of the reception desk is changed . The management system according to claim 1, wherein the reception table includes a logon / logoff button, and the reception tables that log on / log off by operating the logon / logoff button are mixed. A management device that is connected to a private branch exchange having a plurality of incoming lines connected to a public network via a LAN, sets a reception stand to logon or logoff, and manages statistical information,
Reception table setting means for storing time for logging on / off the reception table;
Control means for transmitting to the private branch exchange information for logging on / off the corresponding reception board at a predetermined time, and information for assigning the reception board logged on for each type of the incoming line. A management apparatus comprising: allocation control means for transmitting to an exchange . The management apparatus includes a database, and when a receptionist (operator) ID, a receptionist name, a charge type, and a reception desk number are input , the reception branch number is associated with the reception desk number and the private branch exchange is used as a logon signal. Log-on setting means for setting the information in the database and selecting means for selecting the incoming line on the basis of the inputted charge type, and monitoring for monitoring the incoming status of the incoming line and the response status of the reception desk management device according to claim 6, characterized in that it comprises a means. The management device comprises a timer and calendar for managing date and time to the said the reception table logon / logoff input in the reception table setting means sets a unit day multiple time zones and one month of day The management apparatus according to claim 7, further comprising a date management unit . When the number of waiting calls or the number of abandoned calls increases and exceeds a certain number as the incoming call status of the incoming line monitored by the monitoring means , the management device may change the other status based on the response status of other reception desks . The management apparatus according to claim 7 , wherein the charge type of the reception board is changed .

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