JP6417839B2 - Transfer control program, transfer control device, and transfer control method - Google Patents

Description

  The present invention relates to a transfer control program, a transfer control device, and a transfer control method.

  There has been proposed an exchange that transfers a telephone call from an extension or a station line from a terminal device (hereinafter referred to as a telephone as appropriate) designated as a destination to another telephone or another office line. As such a transfer method, a plurality of transfer methods have been proposed. For example, examples of the transfer method include a reset shift call method and a camp-on method.

  In the reset shift call method, when the called party (also called the other party) is busy or does not answer, the last digit of the last dialed number is dialed by dialing the one-digit number again (also called an additional dial). This is a transfer method in which the number and the dialed number are exchanged and retransmitted. The camp-on method is a transfer method in which when the other party is busy, a special number (for example, “#”) is dialed to call the caller and the callee at the end of the call of the callee.

JP-A-5-83401 Japanese Patent Laid-Open No. 11-17817

  In such an exchange, one transfer method is automatically executed regardless of the intention of the caller. However, in such an execution form, it is difficult to transfer the telephone call to the other party according to the intention of the caller. For example, the above-described camp-on method calls the caller and the callee at the end of the call of the callee. Therefore, when the caller wants to quickly call a person who can respond to this urgent requirement due to an urgent requirement, the camp-on method is not a transfer method in line with the intention of the caller. This is because the camp-on method is a transfer method for calling the caller and the callee at the end of the call of the callee, and if it takes a long time until the call ends, the above-mentioned quick call becomes difficult.

  An object of one embodiment of the present invention is to transfer a telephone call to a partner in accordance with a caller's intention.

  In one aspect, the computer accepts a telephone call from the caller terminal device to the callee terminal device, and when the callee terminal device does not respond to the received call call, a plurality of transfer methods are used. When the information indicating is transmitted to the terminal device of the transmission source and the selection of any one of the plurality of transfer methods is received from the terminal device of the transmission source, it corresponds to any of the received transfer methods A transfer control program for causing a transfer destination to transfer the telephone call.

  According to one aspect, it is possible to transfer the telephone call to the other party according to the intention of the caller.

FIG. 1 is a block diagram illustrating a telephone system according to the present embodiment. FIG. 2 is a hardware block diagram of the exchange PBX in FIG. FIG. 3 is a software block diagram of the exchange PBX in FIG. FIG. 4 is an example of a table showing the transfer information in FIG. FIG. 5 is a first flowchart for explaining the processing flow of the exchange PBX in FIG. FIG. 6 is a hardware block diagram of the telephone set shown in FIG. FIG. 7 is a software block diagram of the telephone set shown in FIG. FIG. 8 is an example of a transfer method selection screen P1 displayed on the display device 205 of the telephone TS in FIG. FIG. 9 is another example of the table showing the transfer information of FIG. FIG. 10 is an example of a table showing telephone numbers corresponding to transfer options. FIG. 11 is a second flowchart explaining the process flow of the exchange PBX in FIG. FIG. 12 is an example of a transfer method selection screen P2 displayed on the display device 205 of the telephone TS in FIG.

[First Embodiment]
FIG. 1 is a block diagram illustrating a telephone system according to the present embodiment. FIG. 1 shows a form in which an exchange (transfer control device) PBX and a plurality of telephones (terminal devices) for making and receiving calls are connected to a network N. Hereinafter, an exchange (transfer control device) is appropriately referred to as an exchange, and a telephone (terminal device) is appropriately referred to as a telephone. The exchange PBX is a so-called private branch exchange, and makes it possible to make and receive calls and telephone calls between telephones using an extension number. In addition, a call from the telephone in the facility to the outside line and a call from the outside line to the representative number are transferred to a specific telephone. Further, the exchange PBX executes one transfer method from a plurality of transfer methods based on the designation of the caller.

  The first telephone set TS1 to the fifth telephone set TS5 are so-called extension cordless handsets, and are terminal devices for making and receiving calls and making calls. Extension numbers “2001” to “2005” are assigned to the first telephone set TS1 to the fifth telephone set TS5, respectively. The state where the extension numbers are assigned is indicated by extension numbers “2001” to “2005” below the blocks of the first telephone set TS1 to the fifth telephone set TS5. Note that the number of telephones is an example, and “...” In FIG.

  The exchange PBX according to the present embodiment may be configured with, for example, a general-purpose computer (also referred to as a server), or may be configured with a dedicated computer. When the exchange PBX is configured by a general-purpose server, the network N is a so-called local area network (LAN). In this case, the telephone system of the present embodiment is a so-called IP telephone system. This IP is an abbreviation for "Internet Protocol". When the exchange PBX is configured with dedicated hardware, the network N is a so-called telephone line network. In the following description, the case where the exchange PBX is configured by a general-purpose server will be described as an example. However, the exchange PBX may be configured by a dedicated computer.

  The telephone may be a fixed telephone, or a mobile phone such as a mobile phone, a PHS (Personal Handy-phone System), or a smartphone.

(Exchange PBX)
The exchange PBX will be described with reference to FIGS. FIG. 2 is a hardware block diagram of the exchange PBX in FIG. The exchange PBX includes a CPU (processing unit) 101, a storage device 102, a RAM 103, a ROM 104, a communication device 105, and an external connection interface device 106 connected to the bus B. CPU is an abbreviation for “Central Processing Unit”, RAM is an abbreviation for “Random Access Memory”, and ROM is an abbreviation for “Read Only Memory”. Hereinafter, the CPU (processing unit) 101 is referred to as CPU 101, and the storage device 102 is referred to as storage 102 as appropriate.

  The CPU 101 is a central processing unit that controls the exchange PBX. The storage 102 is a storage device capable of storing a large amount of data, and is a large capacity storage device such as a hard disk drive (HDD) or a solid state drive (SSD). The storage 102 has a transfer information storage area IF1 for storing transfer information in which a destination extension number is associated with a plurality of transfer methods. In addition, for example, the storage 102 stores an execution file (also referred to as a program file) of the transfer control software SF1. The transfer control software is also called a transfer control program.

  The RAM 103 temporarily stores processing executed by the CPU 101, data generated (calculated) at each step executed by the transfer control software SF1, and the like. The RAM 103 is a semiconductor memory such as a DRAM (Dynamic Random Access Memory). The transfer control software SF1 executes various processes related to the telephone. For example, the transfer control software SF1 uses an extension number so that telephones can make and receive calls and make calls. In addition, the transfer control software SF1 transfers a call from a telephone in the facility to an external line and an incoming call from the external line to a representative number or the like to a specific telephone. Further, the transfer control software SF1 executes one transfer method based on the designation of the caller among a plurality of transfer methods.

  The CPU 101 reads the execution file of the transfer control software SF1 from the storage 102 and expands it in the RAM 103 when the exchange PBX is activated. Note that this execution file may be stored in the external storage medium MD1. FIG. 2 schematically shows a state where the CPU 101 develops the transfer control software SF1 in the RAM 103. The ROM 104 stores various setting information. The communication device 105 communicates by connecting to the network N. The communication device 105 has, for example, a NIC (Network Interface Card), and communicates by connecting to the network N via a LAN cable.

  The external connection interface device 106 is a device that functions as an interface for connecting to various external devices. The external connection interface device 106 has, for example, a card slot and a USB (Universal Serial Bus) port. The external connection interface device 106 is connected to the input device INP1, the display device DSP1, and the external storage medium MD1.

  The input device INP1 is a device that inputs operation information to the exchange PBX. The input device INP1 is, for example, a keyboard or a mouse. The display device DSP1 is a device that displays various information such as images and characters output from the exchange PBX1. The display device DSP1 is, for example, a liquid crystal display.

  The external storage medium MD1 is a portable nonvolatile memory such as a USB memory. Note that a configuration may be adopted in which a storage medium reading device (not shown) for reading data stored in the storage medium is connected via the external connection interface device 106. This storage medium (also called a recording medium) is a portable storage medium such as a CD-ROM (Compact Disc Read Only Memory) and a DVD (Digital Versatile Disc).

FIG. 3 is a software block diagram of the exchange PBX in FIG. In FIG. 3, the storage 102 and the communication device 105, which are hardware, are indicated by a one-dot chain line. Transfer control software SF1
A transmission detection unit (reception unit) 11, a transmission destination state detection unit 12, a transfer registration information reading unit 13, and a transfer destination option guide unit (transmission unit) 14 are included. Furthermore, the transfer control software SF1 includes a transfer destination option detection unit 15, a transfer method execution unit (transfer unit) 16, and a destination call unit 17. Hereinafter, the transmission detection unit (reception unit) 11 is the transmission detection unit 11, the transfer destination option guide unit (transmission unit) 14 is the transfer destination option guide unit 14, and the transfer method execution unit (transfer unit) 16 is the transfer method execution unit 16. Write as appropriate.

  The call detection unit 11 receives a call from the caller telephone set to the callee telephone set, and detects a call call from the telephone set. The destination state detection unit 12 detects the state of the telephone of the destination (also called the destination). The state of the telephone includes busy (also called busy), incoming call (also called busy), and waiting for incoming (also called non-use). The transfer registration information reading unit 13 reads the transfer information stored in the transfer information storage area IF1 of the storage 102 and stores it in the RAM 103.

  When the destination telephone does not respond to the received telephone call (also called an incoming call), the transfer destination option guide unit 14 transmits information indicating a plurality of transfer methods to the caller telephone. The transfer destination option detection unit 15 accepts selection of any one of a plurality of transfer methods from the caller telephone set. The transfer method execution unit 16 transfers the telephone call using the call destination call unit 17 to the transfer destination corresponding to any one of the received transfer methods. The call destination calling unit 17 transfers a process for calling a call destination and a received telephone call.

(Transfer information)
FIG. 4 is an example of a table showing the transfer information in FIG. The transfer information table T1 is stored, for example, in the transfer information storage area IF1 of the storage 102 in FIGS. The transfer information table T1 is an example of a storage unit that stores a telephone set (terminal device) and a plurality of transfer methods registered for the terminal device in association with each other.

  The transfer information table T1 has an extension number column and a transfer method column. The extension number column is a column for storing the extension number of the telephone managed by the exchange PBX. The transfer method column is a column for storing a plurality of transfer methods registered for the telephone set to which the extension number stored in the extension number column is assigned.

  In the transfer information table T1, telephones to which the extension number stored in the cell of the extension number column is assigned to a plurality of cells where the row to which the cell of the extension number column belongs and the transfer method column intersect are registered. A plurality of transfer methods are stored respectively.

  For example, in the transfer information table T1, four transfer methods are registered for the first telephone set TS1 (see FIG. 1) to which the extension number “2001” stored in the extension number column is assigned. These four transfer methods are “# 1: reset shift call method”, “# 2: switchback method”, “# 3: camp on method”, and “# 4: circular method”.

  In the transfer information table T1, four transfer methods are registered for the second telephone set TS2 (see FIG. 1) to which the extension number “2002” stored in the extension number column is assigned. The four transfer methods are “# 1: reset shift call method”, “# 2: switchback method”, “# 3: camp-on method”, and “# 4: even call method”. Note that “...” written in the cell in FIG. 4 means omission of data. Here, “#n” (lowercase n is an integer of 1 or more) corresponds to a button number to be described later.

  In the pilot method shown in FIG. 4, a master extension is determined in advance within the extension representative group, and when there is an incoming call to the number of the master telephone, empty telephones are extracted in the predetermined order, and the extracted telephones are called. This is a transfer method for making outgoing calls. The circular method shown in FIG. 4 is a transfer method in which, when there is an incoming call to a busy telephone in the extension representative group, a call is made to the next telephone set in advance on the circular. In addition, there are a uniform incoming call method and a switchback method as transfer methods. The equal incoming call method is a transfer method in which, when an incoming call is received by an extension representative group, any one telephone in the extension representative group is received randomly and evenly. The switchback method is a transfer method in which, when there is an incoming call to a busy telephone in the extension representative group, an empty telephone is extracted from the telephones in the extension representative group according to a descending order of predetermined priority. In the switchback method, when the telephone in the extension representative group is talking to the lowest telephone (for example, the highest extension number), an extension number smaller than the extension number of the first incoming telephone is assigned. Transfer outgoing calls to an available phone. In the identification of the idle telephone, the switchback method identifies the extension numbers in ascending order from the extension number smaller than the extension number of the telephone that has first arrived, and forwards the telephone call to the telephone of the identified extension number. The above-described pilot method, circular method, and uniform call method are collectively referred to as extension representative services.

  As shown in FIG. 4, by storing each extension number and a plurality of transfer methods in association with each other, it becomes possible for the caller to select a transfer method corresponding to the extension number. By this selection, it is possible to provide a detailed transfer service to the caller. Note that the administrator of the exchange PBX can change the contents of the transfer information table T1 of FIG. 4 by operating the input device INP1.

(Flow of exchange processing)
FIG. 5 is a first flowchart for explaining the processing flow of the exchange PBX in FIG. In the description of FIG. 5, it is assumed that any one of the first telephone set TS1 to the fifth telephone set TS5 in FIG. 1 makes a call to another telephone set.

  Step S1: The outgoing detection unit 11 detects an outgoing call from any one of the first telephone set TS1 to the fifth telephone set TS5 in FIG.

  Step S2: When a telephone call is detected, the destination state detection unit 12 identifies the destination telephone based on the outgoing call, and detects the state of the destination telephone.

  Step S3: The destination state detection unit 12 determines whether the destination telephone is busy. If the call is not in progress (step S3 / YES), the process proceeds to step S8. If a call is in progress (step S3 / YES), the process proceeds to step S4. Here, during this call, it is an example in which the destination telephone does not respond to the telephone call accepted by the exchange PBX. As another example of the case where the destination telephone does not respond to the telephone call accepted by the exchange PBX, for example, there is a case where the telephone does not respond even if the reading sound is emitted more than a certain number of times.

  Step S4: The transfer registration information reading unit 13 specifies the extension number of the destination telephone. Then, the transfer registration information reading unit 13 refers to the transfer information table T1 in FIG. 4 and reads a plurality of transfer methods registered for the telephone set to which the specified extension number is assigned from the transfer information table T1. The transfer registration information reading unit 13 stores the read transfer methods in the RAM 103.

  Step S5: The transfer destination option guide unit 14 refers to the plurality of transfer methods stored in the RAM 103 and identifies a plurality of transfer methods registered for the destination telephone. Then, the transfer destination option guide unit 14 transmits information indicating a plurality of specified transfer methods (also referred to as transfer method options) to the caller telephone set. Specifically, the transfer destination option guide unit 14 transmits instruction information for instructing the calling telephone to select any one of the read transfer methods.

  Step S6: The transfer destination option detector 15 detects the transfer method option selected by the caller telephone set. Specifically, the transfer destination option detection unit 15 receives selection information indicating the selected transfer method transmitted from the caller telephone, and is selected by the caller telephone based on the received selection information. Detect the transfer method.

  Step S7: The transfer method execution unit 16 executes the selected transfer method, and determines a transfer destination telephone based on the selected transfer method.

  Step S8: The calling destination calling unit 17 transfers the telephone call to the transfer destination telephone determined in Step S7, that is, calls the transfer destination.

(Phone)
The telephone TS will be described with reference to FIGS. FIG. 6 is a hardware block diagram of the telephone set shown in FIG. The telephones TS in FIG. 6 are the first telephone TS1 to the fifth telephone TS5... Shown in FIG.

  The telephone TS includes a CPU 201, a ROM 202, a RAM 203, a call device 204, a display device 205, an input device 206, a speaker 207, and a communication device 208 connected to the bus B.

  The CPU 201 is a central processing unit that controls the telephone TS. The ROM 202 stores execution files and various setting information of the call software SF2a and the selection software SF2b. Note that the call software is also called a call program, and the selection software is also called a selection program. The call software SF2a executes various processes necessary for telephone processing such as outgoing calls, incoming calls, and calls. The selection software SF2b receives the instruction information transmitted from the exchange PBX, and instructs the user (sender) of the telephone set TS to select any one of a plurality of transfer methods. In response to this instruction, the selection software SF2b transmits selection information indicating one transfer method selected by the user to the exchange PBX.

  The RAM 203 temporarily stores processing executed by the CPU 201, data generated (calculated) in each step executed by the call software SF2a and the selection software SF2b, and the like. The RAM 203 is a semiconductor memory such as a DRAM.

  The CPU 201 reads the execution files of the call software SF2a and the selection software SF2b from the ROM 202 and expands them in the RAM 203 when the telephone set TS is activated. FIG. 6 schematically shows a state where the CPU 201 develops the call software SF2a and the selection software SF2b in the RAM 203.

  The telephone device 204 is a handset in which a handset and a handset are integrated, and has a microphone and a speaker. The display device 205 is a device that displays various information such as a dialed number, a caller number, and a transfer method selection screen described with reference to FIG. The display device 205 is a liquid crystal display, for example. The input device 206 is a device that has various buttons and inputs operation information to the telephone TS. The various buttons are numeric buttons from “0” to “9”, symbol buttons such as “*” and “#”, cross buttons, and decision buttons.

  The speaker 207 outputs a ringing tone or the like as a voice. The communication device 208 includes, for example, a NIC, and communicates by connecting to the network N via a LAN cable. Note that the telephone may be provided with the external connection interface device described in FIG.

  FIG. 7 is a software block diagram of the telephone set shown in FIG. In FIG. 7, the display device 205 and the communication device 208, which are hardware, are indicated by a one-dot chain line. The selection software SF2b includes a reception unit 21, an output unit 22, and a call control unit 23. The receiving unit 21 receives, from the exchange PBX, information indicating a plurality of transfer methods transmitted when there is no response from the destination telephone. Based on the received information, the output unit 22 outputs a request for selecting any one of a plurality of transfer methods to the caller. The output unit 22 makes this selection request by displaying a transfer method selection screen (see FIG. 8) on the display device 205, for example. Upon receiving selection of one of the plurality of transfer methods, the call control unit 23 transmits information identifying one of the selected transfer methods to the exchange PBX, and selects one of the selected transfer methods. A call to a transfer destination corresponding to one transfer method (also called a telephone call) is made.

  FIG. 8 is an example of a transfer method selection screen P1 displayed on the display device 205 of the telephone TS in FIG. The output unit 22 of the selection software SF2b displays a transfer method selection screen P1 on the display device 205, for example, and instructs the user of the telephone set TS to select one of a plurality of transfer methods. .

(Specific explanation)
The selection and execution of the transfer method will be specifically described with reference to FIGS. In this description, the caller operates the second telephone TS2 to make a call to the first telephone TS1. That is, the caller telephone is the second telephone TS2, and the callee telephone is the first telephone TS1. The first telephone set TS1 is assumed to be busy.

  When the second telephone set TS2 makes a call to the first telephone set TS1, the call software SF2a of the second telephone set TS2 sends an outgoing call to the exchange PBX. This outgoing call is a signal including a transmission source identifier that specifies a telephone set of a transmission source and a transmission destination identifier that specifies a telephone set of a transmission destination. The sender identifier is, for example, the extension number of the sender telephone. The destination identifier is, for example, an extension number of the destination telephone.

  The outgoing call detection unit 11 of the exchange PBX receives the outgoing call from the second telephone set TS2 and detects the outgoing call (step S1). Based on the detected outgoing call, the destination state detection unit 12 identifies the destination telephone (first telephone TS1 in the above example), and detects the state of the first telephone TS1 (step S2). . In the above example, the first telephone TS1 is busy. The destination state detection unit 12 determines that the destination telephone TS1 is busy (step S3 / YES). In other words, the destination state detection unit 12 determines that the destination telephone TS1 does not respond to the received telephone call.

  The transfer registration information reading unit 13 identifies the extension number “2001” of the destination telephone TS1, and registers the first telephone TS1 to which the identified extension number “2001” is assigned from the transfer information table T1 of FIG. The plurality of transfer methods that have been set are read (step S4). The multiple transfer methods to be read (four transfer methods) are "# 1: Reset shift call method", "# 2: Switchback method", "# 3: Camp-on method", "# 4: Circular method" . The transfer registration information reading unit 13 stores the plurality of read transfer methods in the RAM 103 (step S4).

  The transfer destination option guide unit 14 transmits instruction information for instructing the source telephone TS2 to select any one of the read four transfer methods (step S5).

  The receiving unit 21 of the caller telephone set TS2 receives the instruction information transmitted from the exchange PBX and transmits it to the output unit 22. Then, the output unit 22 of the caller telephone set TS2 requests the user (caller) of the telephone set TS2 to select one of a plurality of transfer methods based on the received instruction information ( In other words, instruct). In response to this request, the output unit 22 of the caller telephone set TS2 displays, for example, the transfer method selection screen P1 of FIG.

  A transfer method selection screen P1 in FIG. 8 shows a screen for selecting the four transfer methods described above. On the upper side of this screen, the text “Please press buttons # 1 to # 4 to select a transfer method” is displayed to prompt the caller to select the transfer method. The caller operates a button provided on the input device 206 of the caller telephone set TS2 to select a desired transfer method. When the caller wants to quickly call a person who can respond to the urgent requirements, he selects the reset shift call method or the switchback method, and causes the exchange PBX to transfer the call to an available telephone. Then, the telephone to which the outgoing call is transferred outputs a ringing tone. A person in the vicinity of the telephone responds to the telephone in response to the ringing tone. The caller tells the responder (responder) the urgent requirement and instructs the responder to meet this requirement.

  On the other hand, when the caller is not an urgent requirement, for example, the camp-on method is selected, and when the call of the callee is terminated, the exchange PBX executes a process of calling the caller and the callee. At the bottom of the transfer method selection screen P1, a screen for selecting various services provided when response is impossible, such as a message service or a service that performs automatic voice response (Interactive Voice Response Service), is displayed. Also good.

  The caller operates a button corresponding to a desired transfer method (a button provided on the input device 206 of the caller telephone TS2) to select a desired transfer method. For example, when the caller's desired transfer method is the camp-on method, the caller operates the buttons “#” and “3” in this order.

  The call control unit 23 of the caller telephone set TS2 transmits selection information (hereinafter referred to as selection information SI1 as appropriate) indicating the buttons “#” and “3” operated by the caller to the exchange PBX. The transfer destination option detection unit 15 receives the selection information SI1 transmitted from the caller telephone set TS2 (step S6).

  The transfer destination option detection unit 15 detects the transfer method selected by the caller telephone set based on the received selection information SI1. In the case of the above example, the selection information SI1 indicates the buttons “#” and “3” operated by the caller. The transfer destination option detection unit 15 detects the following transfer method in the transfer information table T1 of FIG. That is, the transfer destination option detection unit 15 selects the “#” of the button “#” from among a plurality of cells in which the row in which the extension number “2001” allocated to the destination telephone TS1 is stored and the transfer method column intersect. "And" 3 "of the button" 3 "are detected. In the transfer information table T1 of FIG. 4, the transfer destination option detection unit 15 detects the “camp-on method” stored in the cell where the row indicated by the arrow CL1 and the transfer method column intersect (step S6).

  The transfer method executing unit 16 executes the selected transfer method and determines a transfer destination telephone based on the selected transfer method (step S7). When executing the camp-on method, the transfer method execution unit 16 determines the transfer destination telephone as the call destination telephone TS1.

  The destination call unit 17 is configured to call the destination telephone so that a call between the called party (the destination telephone TS1) and the caller (the source telephone TS2) is executed after the call is terminated at the destination telephone TS1. Control TS1 and the originating telephone TS2.

  According to the exchange of the present embodiment, since a transfer method in accordance with the intention of the caller can be selected, it is possible to transfer the telephone call to the other party according to the intention of the caller.

  Note that the output unit 22 of the caller telephone set TS2 requests voice guidance when requesting the user (caller) of the telephone set TS2 to select one of a plurality of transfer methods. Audio may be output via the speaker 207. For example, the output unit 22 of the caller telephone set TS2 outputs a sound to the speaker 207 as “Please select a desired transfer method”. Then, the output unit 22 operates the button “#” and the button “1” when selecting the “reset shift call method” and the button “#” and the button “2” when selecting the “switchback method”. The voice is output as "Please operate." Further, the output unit 22 operates “button“ # ”and button“ 3 ”when selecting“ camp-on method ”, and selects button“ # ”and button“ 4 ”when selecting“ circular method ”. Please operate. "

[Second Embodiment]
In the first embodiment, an exchange that selects a transfer method has been described. In the second embodiment, an exchange that can transfer a telephone call to a destination along the intention of the caller will be described. Even when the transfer method intended by the caller is executed, the telephone call is not always transferred to the other party intended by the caller. For example, when the circular system is selected, a telephone call is received at the next preset telephone set on the next circular, but this telephone set is not necessarily the other party's telephone set in accordance with the intention of the caller.

  Even in the case of the reset shift call method, it is necessary to know in advance the extension number assigned to the other party's telephone that meets the intention of the caller. However, it is troublesome for the caller to grasp the extension number in advance. Even if the user does not know in advance, the dialing operation is complicated for the caller because the additional dial must be randomly pressed to transfer the telephone call to the target telephone. Accordingly, an exchange that can transfer a telephone call to a partner that meets the caller's intention will be described with reference to FIGS.

(Transfer information)
FIG. 9 is another example of the table showing the transfer information of FIG. The transfer information table T2 in FIG. 9 is a table obtained by adding an option column to the transfer information table T1 in FIG. FIG. 10 is an example of a table showing telephone numbers corresponding to transfer options. The transfer information table T2 and the telephone number table T3 are stored, for example, in the transfer information storage area IF1 of the storage 102 in FIGS.

  The transfer information table T2 in FIG. 9 and the telephone number table T3 in FIG. 10 are examples of storage means for storing a telephone, a plurality of transfer methods registered for the telephone, a plurality of identification symbols, and a telephone number in association with each other. is there. This identification symbol is an example of identification information for identifying a transfer destination of a telephone call.

  The option column of the transfer information table T2 is a column for storing transfer options registered corresponding to the transfer method stored in the transfer method column. In the transfer information table T2, the transfer option registered for the transfer method stored in the cell of the transfer method column is stored in the cell where the row to which the cell of the transfer method column belongs and the option column intersect.

  For example, in the transfer information table T2, three transfer options are registered for “reset shift call method”, “switchback method”, and “circular method”, which are transfer methods corresponding to the extension number “2001”. These three transfer options are “* 1: Neighbor _G1”, “* 2: Skill_G2”, and “* 3: Person in charge_G2”. Note that “...” written in the cell in FIG. 9 means omission of data. “-” Described in the cell in FIG. 9 means that no data is stored. Here, “* m” (lowercase m is an integer of 1 or more) corresponds to a button number to be described later.

  The transfer options in FIG. 9 include three transfer options: a “neighbor” option, a “skill” option, and a “responsible” option. This transfer option is an example of a plurality of identification symbols. In addition, the character string (for example, “G1”, “G2”, etc.) from the “_” (underscore) after the character string of the transfer options “peripherals”, “skills”, “responsible” Show. The group symbol indicates a symbol that identifies an extension number corresponding to each transfer option. This extension number is an example of a telephone number registered in advance corresponding to the category of the person who answers the incoming call. Here, the categories of persons who respond to incoming calls are, for example, the above-mentioned three categories “peripherals”, “skills”, and “in charge”.

  “Nearby” indicates a person or group in the vicinity of or adjacent to the called party. In consideration of the case where the telephone is a mobile phone, not only the conventional seat but also the surrounding person is determined in consideration of the current location. “Skill” indicates a person or group having the same skill as the recipient. This skill is, for example, a skill for business content. The “skill” is defined as a person or group that considers the selection of an alternative member for a question or the like of work contents. “Person in charge” indicates a person or group who is in charge (also referred to as business) as the recipient.

  The telephone number table T3 in FIG. 10 has a group symbol field and an extension number field. The group symbol column stores the group symbols described in FIG. The extension number column stores the extension number specified by this group symbol.

  In the following example, the transfer information table T2 in FIG. 9 and the telephone number table T3 in FIG. 10 are referred to. For example, “Peripheral_G1” in FIG. 9 is the telephone number assigned with the extension number “2001” stored in the cell where the row to which the cell storing “People_G1” belongs and the extension number column intersect. This indicates that the extension number of the telephone of the person in the vicinity or the telephone of the person in the vicinity is specified by the symbol “G1”. The extension number specified by the symbol “G1” is the extension number “2003” according to the telephone number table T3 of FIG.

  For example, “skill_G2” in FIG. 9 responds to the telephone assigned the extension number “2001” stored in the cell where the row to which the cell storing “skill_G2” belongs and the extension number column intersect. Indicates that the extension number of the telephone of the person having the same skill as the person is identified by the symbol “G2”. The extension number identified by this symbol “G2” is the extension number “2004” according to the telephone number table T3 of FIG. A person who responds to the telephone (that is, a person who responds to an incoming call) is a person who mainly responds to a call by the telephone or a holder of the telephone.

  For example, “in charge_G2” in FIG. 9 is the recipient of the telephone assigned the extension number “2001” stored in the cell where the row to which the cell in which “in charge_G2” is stored and the extension number field intersects. It is indicated that the extension number of the telephone of the same person in charge (person in charge) is specified by the symbol “G2” described above.

  Note that the administrator of the exchange PBX can change the contents of the transfer information table T2 in FIG. 9 and the telephone number table T3 in FIG. 10 by operating the input device INP1.

(Flow of exchange processing)
FIG. 11 is a second flowchart explaining the process flow of the exchange PBX in FIG. The second flowchart in FIG. 11 is a flowchart in which steps S4, S5, S6, and S7 in the first flowchart in FIG. 5 are replaced with steps S4a, S5a, S6a, and S7a, respectively.

  Step S4a: The transfer registration information reading unit 13 specifies the extension number of the destination telephone. Then, the transfer registration information reading unit 13 refers to the transfer information table T2 in FIG. 9, and reads a plurality of transfer methods and transfer options registered for the telephone set to which the specified extension number is assigned from the transfer information table T2. . The transfer registration information reading unit 13 stores the plurality of read transfer methods and transfer options in the RAM 103. Further, the transfer registration information reading unit 13 reads the telephone number table T3 of FIG. 10 from the storage 102 and stores it in the RAM 103.

  Step S5a: The transfer destination option guide unit 14 refers to the plurality of transfer methods and transfer options stored in the RAM 103, and identifies the plurality of transfer methods and transfer options registered for the destination telephone. The transfer destination option guide unit 14 transmits information indicating a plurality of specified transfer methods and transfer options (also referred to as transfer method and transfer option options) to the caller telephone set. Specifically, the transfer destination option guide unit 14 selects any one of the plurality of read transfer methods for the caller telephone, and further selects any one of the plurality of read transfer options. Instruction information for instructing to select one transfer option is transmitted.

  Step S6a: The transfer destination option detector 15 detects the transfer method and transfer option options selected by the caller telephone set. Specifically, the transfer destination option detection unit 15 receives selection information indicating the selected transfer method and transfer option transmitted from the caller telephone, and sends the selection information to the caller telephone based on the received selection information. Detects the selected transfer method and transfer option.

  Step S7a: The transfer method execution unit 16 accepts selection of one of the plurality of transfer methods and selection of any one of the plurality of identification symbols from the caller telephone set. Then, the transfer method execution unit 16 determines a transfer destination telephone according to any one of the received identification methods and identification symbols. Specifically, the transfer method execution unit 16 uses the destination call unit 17 to transfer the received telephone call to the telephone assigned with the telephone number corresponding to the received identification symbol.

(Specific explanation)
The selection and execution of the transfer method and transfer option will be specifically described with reference to FIGS. In this description, as described in the first embodiment, the caller operates the second telephone TS2 to make a call to the first telephone TS1. The first telephone set TS1 is assumed to be busy.

  The outgoing call detection unit 11 of the exchange PBX detects an outgoing call from the second telephone set TS2 (step S1). The destination state detection unit 12 detects the state of the destination telephone TS1 (step S2), and determines that the destination telephone TS1 is busy (step S3 / YES). This determination is performed because the destination telephone set TS1 is busy.

  The transfer registration information reading unit 13 specifies the extension number “2001” of the destination telephone TS1 (step S4a). Then, the transfer registration information reading unit 13 reads the transfer information and the transfer methods registered for the first telephone TS1 to which the specified extension number “2001” is assigned from the transfer information table T2 of FIG. The transfer option corresponding to each is read (step S4a).

  The read multiple transfer methods (4 transfer methods) are "# 1: Reset shift call method", "# 2: Switchback method", "# 3: Camp-on method", "# 4: Circular method" is there. The read transfer options are "# 1: Reset shift call method", "# 2: Switchback method", "# 4: Circular method" transfer options "* 1: Neighbor_G1", "* 2 : Skill_G2 "," * 3: Charge_G2 ".

  The transfer registration information reading unit 13 stores a plurality of read transfer methods and transfer options corresponding to each of the plurality of transfer methods in the RAM 103 (step S4a). Further, the transfer registration information reading unit 13 reads the telephone number table T3 of FIG. 10 from the storage 102 and stores it in the RAM 103 (step S4a).

  The transfer destination option guide unit 14 selects one of the read four transfer methods and one of the three transfer options for the caller telephone set TS2. Instruction information to be instructed is transmitted (step S5a). The transfer registration information reading unit 13 does not include the group symbol included in the transfer option in this instruction information.

  The receiving unit 21 of the caller telephone set TS2 receives the instruction information transmitted from the exchange PBX and transmits it to the output unit 22. Based on the received instruction information, the output unit 22 selects any one transfer method from among a plurality of transfer methods and any one transfer option (identification symbol) from among a plurality of transfer options. Request to TS2 user (sender).

  In response to this request, the output unit 22 of the caller telephone set TS2 displays, for example, the transfer method selection screen P2 of FIG.

  A transfer method selection screen P2 in FIG. 12 shows a screen for selecting the above-described four transfer methods and three transfer options. In the upper part of this screen, the text “Press buttons # 1 to # 4 to select the transfer method, then press buttons * 1 to * 3 to select an option.” Is displayed. . This display prompts the caller to select a transfer method and transfer options. The caller operates a button provided on the input device 206 of the caller telephone set TS2 to select a desired transfer method and transfer option. When the caller wants to quickly call a person who can respond to an urgent requirement, the reset shift call method or the switchback method is selected. Then, if the person who can respond to the urgent requirement is a person who has skills equivalent to those of the non-responder (that is, the party to whom the caller made a call), “skill” is selected. Also, if the person who can respond to the urgent requirement is the same person as the non-responder, select “in charge”. If the person who can respond to the urgent requirement is a person (peripheral person) around the non-responder, “peripheral person” is selected. The caller causes the call corresponding to the selected transfer option to be transferred to the telephone corresponding to the selected transfer option.

  Then, the telephone to which the outgoing call is transferred outputs a ringing tone. A person in the vicinity of the telephone responds to the telephone in response to the ringing tone. The caller tells the responder (responder) the urgent requirement and instructs the responder to meet this requirement.

  At the bottom of the transfer method selection screen P2, a screen for selecting various services provided when response is impossible, such as a message service or a service that performs automatic voice response (Interactive Voice Response Service), is displayed. Also good.

  The caller operates a button corresponding to a desired transfer method and transfer option (a button provided on the input device 206 of the caller telephone set TS2) to select a desired transfer method and transfer option. For example, when the transfer method desired by the caller is the switchback method, the buttons “#” and “2” are operated in this order.

  Further, a desired transfer option is selected by operating a button corresponding to the desired transfer option. For example, when the caller's desired transfer option is skill, the buttons “*” and “2” are operated in this order.

  The call control unit 23 of the caller telephone set TS2 receives the selection of any one of a plurality of transfer methods and the selection of any one of a plurality of identification symbols. Information indicating any one transfer method and any one identification symbol is transmitted to the exchange PBX. The call control unit 23 causes the exchange PBX to make a call to the transfer destination corresponding to the selected transfer method and the identification symbol by this transmission.

  Specifically, the call control unit 23 of the caller telephone TS2 selects the selection information (hereinafter referred to as the button “#”, the button “2”, the button “*”, and the button “2” operated by the caller). (Selection information SI2 as appropriate) is transmitted to the exchange PBX. The transfer destination option detection unit 15 receives the selection information SI2 transmitted from the caller telephone set TS2 (step S6a).

  The transfer destination option detection unit 15 detects the transfer method and transfer option selected by the caller telephone set based on the received selection information SI2. In the case of the above example, the selection information SI2 indicates the button “#”, the button “2”, the button “*”, and the button “2” operated by the caller.

  The transfer destination option detection unit 15 detects the following transfer method in the transfer information table T2 of FIG. That is, the transfer destination option detection unit 15 selects the “#” of the button “#” from among a plurality of cells in which the row in which the extension number “2001” allocated to the destination telephone TS1 is stored and the transfer method column intersect. The transfer method in which “2” of “and button“ 2 ”is stored is detected. In the transfer information table T2 of FIG. 9, the transfer destination option detection unit 15 detects the “switchback method” stored in the cell where the row indicated by the arrow CL2 and the transfer method column intersect (step S6a).

  Further, the transfer destination option detection unit 15 detects the following transfer options in the transfer information table T2 of FIG. That is, the transfer destination option detection unit 15 selects “*” for the button “*” and “*” for the button “2” from one cell where the row to which the cell storing the detected transfer method belongs and the option column intersect. Detect transfer options with 2 "stored. Then, the transfer destination option detection unit 15 detects a group symbol included in the detected transfer option.

  In the transfer information table T2 of FIG. 9, the transfer destination option detection unit 15 detects the “skill” stored in the cell where the row indicated by the arrow CL2 and the option column intersect (step S6a). Then, the transfer destination option detection unit 15 detects the group symbol “G2” after the detected character string of “skill” (step S6a).

  The transfer method executing unit 16 determines a transfer destination telephone based on the selected transfer method and transfer option (step S7a). The transfer method execution unit 16 determines the following transfer destination telephones in the telephone number table T3 of FIG. That is, the transfer method execution unit 16 specifies the extension number from the cell where the row to which the cell storing the group symbol detected in S6a belongs and the extension number column intersect.

  In the case of the above example, the transfer method execution unit 16 specifies “2004” stored in the cell where the row indicated by the arrow CL3 and the extension number column intersect in the telephone number table T3 of FIG.

  The transfer method execution unit 16 determines that the transfer destination telephone is a telephone to which the specified extension number is assigned (step S7a). When the identified extension number is “2004”, the transfer method execution unit 16 determines that the transfer destination telephone is the fourth telephone set TS4 (see FIG. 1) to which the identified extension number “2004” is allocated. To do. Then, destination call unit 17 transfers the telephone call to the determined telephone (step S8).

  When a plurality of extension numbers (for example, “2005, 2006, 2007”) are stored in one cell of the extension number column in the telephone number table T3 in FIG. Extension numbers may be specified in order from the left from among the extension numbers. Alternatively, the transfer method execution unit 16 may specify the largest extension number or the smallest extension number from among a plurality of extension numbers. When a plurality of extension numbers are stored, if the telephone with the first identified extension number does not respond to the transferred telephone call, the transfer method executing unit 16 selects the next extension number from the plurality of extension numbers. Is identified.

  According to the exchange of the present embodiment, since the outgoing call is transferred to the other party's telephone desired by the caller, the outgoing call can be transferred to the other party according to the intention of the caller. In particular, the caller can select a transfer destination partner by looking at the transfer method selection screen P2 in FIG. Since the caller can select the transfer destination partner without knowing the extension number of the transfer destination partner, the convenience of the caller is enhanced.

  Furthermore, since the telephone call is immediately transferred to the other party's telephone that the caller desires, the telephone call is not sequentially transferred until the caller reaches the other party in the telephone system. In this way, since telephone calls are not sequentially transferred in the telephone system, an increase in processing load on the telephone system can be suppressed.

  The above embodiment is summarized as follows.

(Appendix 1)
On the computer,
Accept phone calls from the source terminal device to the destination terminal device,
When the destination terminal device does not respond to the received call transmission, information indicating a plurality of transfer methods is transmitted to the source terminal device,
When selection of one of the plurality of transfer methods is accepted from the terminal device of the transmission source, the call transmission is executed to a transfer destination corresponding to the accepted one of the transfer methods. A transfer control program.

(Appendix 2)
If the destination terminal device does not respond to the telephone call, refer to the storage unit that stores the terminal device and the plurality of transfer methods registered for the terminal device in association with each other. Identifying the plurality of transfer methods registered for the terminal device,
2. The transfer control program according to appendix 1, wherein the computer is caused to transmit the information indicating the specified plurality of transfer methods to the transmission source terminal device in the transmission of the information.

(Appendix 3)
The information to be transmitted to the terminal device of the transmission source further includes a plurality of identification information for identifying the transfer destination of the telephone call,
In the transfer of the call origination, when the selection of any one of the plurality of transfer methods and the selection of any identification information of the plurality of identification information are received from the source terminal device The transfer control program according to appendix 1, wherein the computer is caused to transfer the telephone call to a transfer destination according to any one of the received transfer methods and identification information.

(Appendix 4)
The plurality of identification information is identification information registered in advance corresponding to the category of the person who responds to the incoming call,
Storage means for storing the terminal device, the plurality of transfer methods registered for the terminal device, and the plurality of identification information and the telephone number in association with each other when the destination terminal device does not respond to the telephone call To identify the plurality of transfer methods and the plurality of identification information registered for the terminal device of the destination,
Transmitting the information indicating the plurality of identified transfer methods and the plurality of identification information to the terminal device of the transmission source;
4. The transfer control program according to appendix 3, wherein the computer is caused to transfer the telephone call to a terminal device to which a telephone number corresponding to the received identification information is allocated in the call transmission. .

(Appendix 5)
An accepting unit that accepts a telephone call from a source terminal device to a destination terminal device;
When the destination terminal device does not respond to the received call transmission, a transmitting unit that transmits information indicating a plurality of transfer methods to the source terminal device;
A transfer unit that transfers the telephone call to a transfer destination corresponding to the received transfer method when receiving a selection of the transfer method from the plurality of transfer methods from the terminal device of the transmission source; A transfer control device comprising:

(Appendix 6)
A transfer control method executed by a transfer control device for transferring a telephone call to a terminal device,
Accept phone calls from the source terminal device to the destination terminal device,
When the destination terminal device does not respond to the received call transmission, information indicating a plurality of transfer methods is transmitted to the source terminal device,
When selection of one of the plurality of transfer methods is accepted from the terminal device of the transmission source, the call transmission is transferred to a transfer destination corresponding to the accepted one of the transfer methods. Transfer control method.

(Appendix 7)
On the terminal device,
Receives information indicating multiple transfer methods sent from the exchange when there is no response from the destination terminal device,
Based on the received information, outputs a selection request for one of the plurality of transfer methods,
Upon receiving selection of any one of the plurality of transfer methods, information specifying the selected one of the transfer methods is transmitted to the exchange to correspond to the selected transfer method. A transfer control program for causing a call to a transfer destination to be executed.

(Appendix 8)
The information further includes a plurality of identification information for identifying a transfer destination of the telephone call,
In the output of the selection request, based on the received information, request selection of any one of the plurality of transfer methods and selection of identification information of the plurality of identification information,
In the call to the transfer destination, upon receiving selection of any one of the plurality of transfer methods and selection of any one of the plurality of identification information, the selected transfer method and Transmitting the information indicating the identification information to the exchange and causing the terminal device to execute a call to a transfer destination corresponding to the selected transfer method and the identification information. The transfer control program according to appendix 7.

(Appendix 9)
A receiving unit for receiving information indicating a plurality of transfer methods transmitted from the exchange when there is no response from the terminal device of the transmission destination;
Based on the information received by the receiving unit, an output unit that outputs a selection request for one of the plurality of transfer methods;
Upon receiving selection of one of the plurality of transfer methods, information indicating the selected transfer method is transmitted to the exchange, and a call is made to the transfer destination corresponding to the selected transfer method. And a call control unit to be performed.

(Appendix 10)
A transfer control method executed by a terminal device for making and receiving phone calls,
Receives information indicating multiple transfer methods sent from the exchange when there is no response from the destination terminal device,
Based on the received information, outputs a selection request for one of the plurality of transfer methods,
Upon receiving selection of one of the plurality of transfer methods, information indicating the selected transfer method is transmitted to the exchange, and a call is made to the transfer destination corresponding to the selected transfer method. The transfer control method characterized by performing.

  PBX: exchange (transfer control device), TS1 to TS5 ... first telephone to fifth telephone, TS ... telephone, 101 ... CPU, 102 ... storage device, 103 ... RAM, 104 ... ROM, 105 ... communication device, 106 ... external connection interface device, SF1 ... transfer control software, 11 ... transmission detection unit, 12 ... destination status detection unit, 13 ... transfer registration information reading unit, 14 ... transfer destination option guide unit, 15 ... transfer destination option detection unit, 16 ... Transfer method execution unit, 17 ... Destination calling unit, 201 ... CPU, 202 ... ROM, 203 ... RAM, 204 ... Call device, 205 ... Display device, 206 ... Input device, 207 ... Speaker, 208 ... Communication device , SF2a ... call software, SF2b ... selection software, 21 ... receiving unit, 22 ... output unit, 23 ... call control unit.

Claims (5)

On the computer,
Accept phone calls from the source terminal device to the destination terminal device,
Storage means for storing the destination terminal device and a plurality of transfer methods registered for the destination terminal device in association with each other when the destination terminal device does not respond to the received telephone call To identify a plurality of transfer methods registered for the destination terminal device,
Transmitting information indicating the plurality of identified transfer methods to the terminal device of the transmission source;
When selection of one of the specified transfer methods is accepted from the terminal device of the caller, the call transmission is transferred to a transfer destination corresponding to the accepted transfer method. A transfer control program that is executed. The information to be transmitted to the terminal device of the transmission source further includes a plurality of identification information for identifying the transfer destination of the telephone call,
In the transfer of the call origination, when the selection of any one of the plurality of transfer methods and the selection of any identification information of the plurality of identification information are received from the source terminal device 2. The transfer control program according to claim 1, which causes the computer to execute the transfer of the telephone call to a transfer destination corresponding to the received transfer method and identification information. An accepting unit that accepts a telephone call from a source terminal device to a destination terminal device;
Storage means for storing the destination terminal device and a plurality of transfer methods registered for the destination terminal device in association with each other when the destination terminal device does not respond to the received telephone call A transmission unit that identifies a plurality of transfer methods registered for the destination terminal device and transmits information indicating the identified plurality of transfer methods to the source terminal device;
A transfer unit that transfers the telephone call to a transfer destination according to the accepted transfer method when selection of the transfer method among the specified transfer methods is accepted from the terminal device of the caller A transfer control device comprising: A transfer control method executed by a transfer control device for transferring a telephone call to a terminal device,
Accept phone calls from the source terminal device to the destination terminal device,
When the destination terminal device does not respond to the received call transmission,
A plurality of transfers registered for the destination terminal device with reference to storage means for storing the destination terminal device and a plurality of transfer methods registered for the destination terminal device in association with each other Identify the method,
Transmitting information indicating the plurality of identified transfer methods to the terminal device of the transmission source;
When selection of one of the specified transfer methods is accepted from the terminal device of the caller, the call transmission is transferred to a transfer destination corresponding to the accepted transfer method. A characteristic transfer control method. On the terminal device,
When there is no response from the destination terminal device, the exchange stores the correspondence between the destination terminal device and a plurality of transfer methods registered for the destination terminal device in association with each other. Receiving from the exchange information indicating a plurality of transfer methods registered for the destination terminal device identified with reference to the storage means ,
Based on the received information, outputs a selection request for one of the plurality of transfer methods,
Upon receiving selection of any one of the plurality of transfer methods, information specifying the selected one of the transfer methods is transmitted to the exchange to correspond to the selected transfer method. A transfer control program for causing a call to a transfer destination to be executed.

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