JPS5854541B2 - Reception desk method - Google Patents

Description

DETAILED DESCRIPTION OF THE INVENTION The present invention relates to a reception desk system, and particularly to a reception desk system that uses a single-layer stored program control to enable guidance services to be performed with an inexpensive system.

Traditionally, guidance services such as local number assistance and long-distance number assistance were provided by A.
- This is done using the No. 2 information desk, No. 6 out-of-town information desk, or C9 type reception desk.

Of these, the most advanced system is the C9 type reception desk, which can distribute the load among the operators (the load distribution function is performed by the C93 type special number switch). is designed for horses handling calls of 2000 BHC and above.

However, it was uneconomical to introduce it to the stations that exist in many countries in Japan, that is, stations with only about 10 seats per station, so these small stations still use No. 6 out-of-town stations.

However, these No. 6 out-of-town terminals and No. A-2 guide terminals have the following problems.

(4) Call distribution (load distribution) to handlers is not performed.

(8) The No. 6 streetcar stand, which is a corded type, requires considerable effort to operate the cord (string) and may lead to occupational diseases.

(C) The A-2 information service station cannot transfer the call to another station (the long-distance directory service transfers the call to the destination local directory service station).

(c) When providing directory assistance services, either local directory assistance and long-distance directory assistance be provided at No. 6 toll number service, or local directory assistance may be provided at A-'22, and local number guidance must be provided at No. 22. The only option is to do it at No. 6 outside the city.

However, the latter method is uneconomical as it incurs a split loss and requires more handlers and reception desks.

The present invention aims to enable guidance services to be performed under an inexpensive system configuration, and includes (i) a load distribution device with a single configuration of stored program control numbers; When an occurrence occurs (this has a backup seating device that provides reception services in place of this),
ii) The load distribution device is capable of connecting within the link by loopback.
011) The ingress side of the communication path network notifies the operator of a ringing tone, a busy tone, and, if necessary, the name of the station to which the originating subscriber belongs. To be able to transmit a talky tone, and to notify an incoming call of a busy tone or failure without transmitting a blocking signal to the preceding exchange when the load distribution device is out of order. An incoming trunk that can send out a talkie and an outgoing sender that sends out a connection code are arranged.
transfer control to receive call current supply and telephone key and push button information from the reception desk and transfer it to the load distribution device, and to switch the reception desk to the backup seat device when the load distribution device is out of order. A seat device, a reception desk connected to the communication path network through the seat device, used when the operator makes a call with a subscriber or an operator of another station, and if necessary connects a line from the originating subscriber. An outgoing trunk for communicating with the operator of the other station, a talky trunk for sending out a talky sound to alert the originating subscriber, and a trunk for system testing are arranged, and (V) an incoming trunk. According to the connection priority of the reception desk managed by the tA program, the link between the entry trunk and the reception desk is checked, and if a connection is possible, the empty link and the selected reception desk are connected. The terminal is programmed to be blocked so that it cannot be used for other connections, and the reception desk has an originating subscriber class in order to display incoming calls and perform various reception services on one reception desk. The service type etc. will be displayed on the display (until the viD operator responds).
The entry trunk sends a ringing tone to the caller, and (v
iiD If an empty link or an empty reception desk is not selected and the number of calls to be queued is within the allowable number of waiting calls given from the outside, a ringing tone is sent from the incoming trunk and a connectable empty link and empty reception desk are selected. Wait until the reception desk is selected and the bill handler answers, (if the number of waiting calls exceeds the allowable number, send out a busy tone to prompt the caller to disconnect, (2)
When the operator of the reception desk where the incoming call display is displayed answers, the incoming trunk and the reception desk are connected using the previously reserved link and the operator performs guidance work, and (x1) specifies if necessary. It is possible to transfer calls from the reception desk of or manually] instructs the device to switch to the pick-up seat device, and (xiii) determines that the device that received the switching instruction is not in a call, and the device in the call waits for the end of the call and then disconnects the line or device. Switching to the pick-up seat device side, subsequent calls will be performed using the pick-up seat device (0), (XiV
) Confirm that the incoming trunk that is not accommodated in the backup seat device is not in use by receiving the switching instruction, and (
XV) The incoming trunk during a call waits for the call to end and switches its circuit to wired logic, and (xvi) For subsequent calls, a busy tone or a talkie tone is sent to notify of a failure every time there is an incoming call. We provide a low-cost reception desk service system.

An embodiment of the present invention will be described in detail below with reference to the drawings.

Figure 1 shows A, which has traditionally been used for local directory assistance services.
- This shows the configuration of the No. 2 guide platform, SF3 rdS
E L is a known special read selector that replaces "Y" in subscriber special number "IXY", ICREP is 5P3
Known incoming repeaters selected by rdSEL and connected to the A-2 information desk, KO to Kn are telephone keys compatible with ICREP, OP is the operator circuit, and H8 is the operator's handset (head/receiver). set).

When the originating subscriber SUB (not shown) dials the local directory assistance number "104", these are the primary selector special second selector (not shown) and the 5
Selected by P3rdSEL and connected to L ICREP+4.

ICREP sends a ringing tone to the originating subscriber SUB, and also sends a ringing tone to the calling subscriber
Light up the incoming call lamp that corresponds to REP.

The handler sees the incoming call lamp lit and turns on the incoming call lamp, i.e. the IC.
Press - on the key that corresponds to REP.

As a result, SUB...Primary selector...Special second selector 5P3rdSEL-ICREP
-The route of OP-H8 is established, communication between SUB and the operator becomes possible, and directory assistance service is performed.

Next, the case of the No. 6 out-of-town machine will be explained using FIG. 2.

In the figure, 5P3rdSEL. ICREP, OP,
H8 is the same as in FIG. 1, C is a string, K is a key corresponding to the string, P is a plug, J is a jack, and 0GREP is an output repeater.

The process from when SUB originates and is connected to ICRFP is the same as the case shown in FIG.

When a call arrives at the ICREP, an incoming call lamp corresponding to the ICRFP on a toll station (not shown) lights up.

The operator sees the incoming call lamp lit, inserts the plug P at one end of the vacant cord C into the jack J compatible with ICREP, and knocks down the telephone key K corresponding to the code C.

This makes it possible for the SUB to communicate with the operator, and guidance work can be carried out.

If it is necessary to transfer the call to another station, the operator inserts the plug P at the other end of cord C into the jack J connected to the outgoing repeater 0GREP connected to the toll exchange, and A dial not shown is used to send out a connection code, and after calling the other party, the telephone key K is returned to its original position and the SUB is made to talk to the other party (handler).

As mentioned above, in addition to simple reception services, the No. 6 toll station can also connect calls to other stations, but it has the disadvantage that it requires considerable effort to connect and disconnect the cord.

Also, the A-2 information board and the No. 6 out-of-town board are both ICs.
When REP receives a call, multiple information desks or out-of-town stations (
(hereinafter abbreviated as "stand") displays an incoming call, and a hand-held operator answers the call.

The greater the number of machines displaying incoming calls from ICREP, the higher the probability that a large number of handlers will be on hand, thus reducing the waiting time and, as a result, allowing more calls to be carried.

However, on the contrary, it often happens that a large number of operators answer one incoming call at the same time.

This is undesirable because it forces the operator to perform invalid actions.

Generally, the number of machines that can display an incoming call from ICREP is limited to 10.

As mentioned above, the greater the number of units that are connected multiple times, the higher the efficiency of the line ICREP is, and the greater the number of lines ICREP that can be accommodated in one unit, the higher the operating efficiency of the operator can be.

However, the above-mentioned method, in which the operator responds by looking at the incoming call lamp, naturally has its limitations, and in order to solve this problem, the above-mentioned C9 type reception desk was created.The C9 type reception desk is a crossbar type automatic switching machine. Since the application area is different, the structure is different from the reception desk system of the present invention, and the control method is also different, but it is the same as the present invention in that the purpose is to use the table with high efficiency, and it can be adjusted depending on the machine. In order to explain how this is realized, the operation of the C9 type reception desk with respect to load distribution and transfer method will be explained using FIG.

In Figure 3, ICT is the entry trunk, TKE is the talkie device that recorded the calling station name talkie, Link is the link, MKR is the marker, WT is the waiting trunk, POS is the seat device, BD is the reception desk, and AM is the announcement machine, P
MC is a position marker connector, OGT is an outgoing trunk, and LD is a load distribution device.

Now, when ICT receives a call, MKR is activated from ICT.

The MKR tests the availability of the reception desk BD and the link, and if the connection is possible, connects the ICT to the corresponding POS.

If there is no connectable machine, the MKR selects a WT, connects the ICT to it, and makes a meeting.

When MKR conducts a blank test of the machines, up to 40 machines are tested at the same time.

This is the same as setting the number of incoming calls from ICRFP to multiple units to 40 units, which was explained in connection with No. 6 long-distance unit.
This leads to highly efficient use of machines and lines.

Furthermore, when selecting all the machines, the MKR refers to the load distribution device LD and distributes the load to the machines by sequentially changing the selection priority order for each small group of machines (up to 10 machines).

When the ICT and POS are connected, an incoming call is displayed on the BD (unit), and the subscriber and the operator can immediately talk to each other.

In other words, the selection of incoming calls is made independently of the handler's will;
All units are forcibly distributed in the connection order indicated by the LD.

This method is called a driven method. A position marker connector PMC is used when the operator transfers the call to another station.

When the telephone key used to capture the outgoing line to the toll station is turned on the machine, the POS activates the PMC and passes information indicating that the transfer destination is the toll station to the PMC.

The PMC converts this information into route information that the MKR should select and passes it to the MKR.

MKR selects OGT according to this route information and sends ICT
and OGT.

At this time, there are two communication paths, ICT-POS and ICT-OGT, but when POS or PMC is activated, information (C line + 50■) is given to ICT, and the subscriber side communication path is established. It is being cut.

Therefore, the only communication path is POS-ICT-OGT, and when the operator dials, a register (not shown) at the toll office is activated, and the call is then connected to the other party using a known splash-proof system.

When the operator hears the ringing tone, he operates the telephone key indicating the end of the transfer, restores the link between POS and ICT, and
The communication path on the subscriber side that was disconnected within the CT is restored to its original state.

However, the operator may not be able to talk to the subscriber once the incoming call is connected.

This happens when a subscriber makes a keyless call from a red public telephone, and when the telephone makes a free call such as a directory assistance service, the telephone does not receive a response signal (AB line loop lever) from the exchange, so the telephone does not send a call. The device cannot be short-circuited, making it impossible to make a call.

When the operator learns that there is no voice from the subscriber, he
Connect S to AM and play a talkie (called a one-way talkie) informing you that you must operate the phone key to make a call.

While the subscriber is listening to this talkie, ICT-PO2
However, the operator can accept other calls using a spare POS installed in each machine.

However, if the spare PO 8 is already in use, there will be no hands available.

Conventionally, there has been known a table as described above with reference to FIGS. 1 to 3, but an embodiment of the reception table system according to the present invention will be described below with reference to FIG. 4.

In Fig. 4, BUPO8 is a backup seat device,
ICT, TKE, POS, BD, TKT.

AM and OGT are the same as in FIG. 3, respectively.

Also, O8T is the outgoing sender trunk, SCN is the scanner, and S
TC is a switch trunk controller, and C0NT is a controller.

First of all, the trunk line accommodated in BUPO8 is always through IC.
Connected to T.

Therefore, when a start signal comes from the previous station, the start signal is sent to the IC.
T is reached, and ICT is activated.

The activation signal is notified from the ICT to the C0NT via the SCN.

C0NT searches a queue (Queue) in a memory (not shown) that stores the connection order of all reception desks BD, matches it with empty links, and selects one all reception desk.

Queue that manages the connection order of all reception desks
is in C0NT's memory and manages all reception desks, so when C0NT selects all reception desks, it is the number of I There are no such restrictions.

The link scheduled to be used at this time is blocked in advance and reserved for connection when the operator responds.Next, C0NT uses STC to send incoming call display information to the POS corresponding to the reception desk selected above. , Classes registered in advance according to the accommodation position in the incoming trunk link, such as local directory assistance service, long-distance directory assistance service, calls from general subscribers, calls from public telephones, and calls from other directory assistance stations. C0 (not shown) calls, calls from subscribers in other areas, etc.
Read from memory in NT and also read from P via STC.
Send to OS.

The POS controls the display on the reception desk based on this information and displays it to the operator.

In addition, C0NT receives information via ICT via STC.
and causes the ICT to send a ringing tone to the subscriber.

When the operator responds, the POS sends the response information to the C
Tell 0NT.

C0NT uses a link that is already reserved for ICT
-Connect between PO2 and POS via STC
The response information is sent to , a response lamp on a display (not shown) on the reception desk is lit, and an incoming call lamp is turned off.

On the other hand, when the Link is closed, a pre-monitoring signal (not shown) sent from the POS (a known A line sent to the communication line)
Since a loop monitoring relay (not shown) in the ICT is activated by the 48VB line, communication path closure confirmation information is transmitted to the C0NT via the SCN.

When the C0NT receives the communication path closure confirmation signal, the ICT
Refers to information registered externally in advance to determine whether or not to send the calling station name talky tone. If it is not necessary, immediately sends a connection completion signal to the ICT via the STC and sends the ringing tone. to enable calls between subscribers and operators.

If it is necessary to send the calling station name talkie tone, use C0NT.
sends a connection completion signal to the ICT via the STC after a certain period of time has elapsed since receiving the call path closure confirmation signal, thereby enabling a call between the subscriber and the operator.

Does the ICT used for the line that requires the transmission of the calling station name talky tone transmit the calling station name talky tone to the operator between the time the link is closed and the connection completion signal is received? Alternatively, a calling station name talky sound transmission instruction signal is sent from the ICT of the preceding station to send out a calling station name talky sound.

When all of the above operations are completed, the operator can provide guidance to the subscriber.

If the guidance service is toll number guidance, you will need to transfer to another station.

When the operator presses a button (not shown) requesting transfer, this information is detected by PO8 and transmitted to C0NT via SCN.

In addition, the number of the other party to be connected dialed by the operator is also transmitted to C0NT via PO3-8CN.
The data is stored in a memory (not shown) inside.

C0NT refers to a table (memory) that manages the connection status (not shown) in C0NT, reserves the link between ICT-408 for blocking, restores the connection during this time, and
Select GT and O8T and connect them via STC.

At this time, a connectable link between ICT-OGT and 0GT-408 is also selected and blocked/reserved.

The C0NT causes the O8T to start up and confirm the activation of the downstream side, and then sequentially gives the destination number stored in the C0NT to the O8T and sends this out from the O8T to activate the downstream exchange and connect to the other party. .

After sending all the destination numbers via O8T, C0NT restores the link between 08T and OGT via STC,
Connect between 0GT and 408 using the already reserved Link between 0GT and 408.

This makes it possible to talk between the operator and the connected party (generally the operator).

When the operator operates a button to connect the subscriber and the other party, this button information is transmitted to C0NT via PO3-8CN, and the link between 0GT and 408 is opened by C0NT. - The ICT and OGT are connected using the OGT link, and the subscriber and the other party can talk.

At this time, the link between PO8 and ICT-408 is released.

In the process of calling the other party, the operator may encounter, for example, a trunk line conversation, and it may be necessary to call the other party again.

In this case, there is a button (not shown) on the reception desk for line restoration, and by pressing the button, C0NT temporarily restores the link between 08T and OGT.

However, the blocking reservation for the link continues.

Then, when the operator presses the button to request a retry,
C0NT closes the link between 08T and OGT again, and performs a connection operation to the other party in the same manner as described above.

Next, the connection between the devices arranged on the output side of the communication path network NW explained in the above transfer connection will be explained using FIG. 5.

In Figure 5, ICT, PO8゜BD, and OGT are in the fourth position.
It is the same as in the figure, P is a primary switch, S is a secondary switch, T is a tertiary switch, and the numbers in parentheses are the number of grids and the number of outgoing lines.

The link configuration shown in FIG. 5 is a well-known three-stage link configuration.

Generally, orthogonal switches allow multiple connections on either the horizontal side or the vertical side, and the link in FIG. 5 uses a switch that allows multiple connections on the vertical side.

Therefore, the connection indicated by the thick line in FIG. 5 is possible, and the transfer connection is performed using this connection.

The vertical path used for the loopback connection in the secondary switch S is the one used for the connection of ICT-PO8, and the link from the vertical path to the primary switch connects the intersection with the ICT at the primary switch. Open it so that ICT does not affect the connection between PO3-0GT.

In addition, in the configuration shown in Figure 5, when the OGT is in the same lattice of the tertiary switch as the PO8 making the transfer request, the vertical path that has been used to connect the ICT-PO8 in the tertiary lattice is used. It is easy to understand that it is possible to connect to the OGT and also to make a folded connection using an unused vertical path in the primary lattice because the principle is the same.

When the operator wants the subscriber to hear a one-way talkie (same as the talkie explained in Figure 3), when the operator presses a button (not shown) for a talkie connection request on the reception desk, PO8, SCN
It is transmitted to the leverage information power C0NT via.

C0NT selects TXT and connects ICT-TKT with STC
and the Lin between ICT-408.
k is restored, the link is unblocked, and PO8 is opened after a certain period of time.

Therefore, from now on, even if the subscriber is listening to the one-way call, the reception console can accept other calls.

Additionally, the handler may have a meeting with the manager while on the phone with the subscriber.

This is also treated as one of the transfer connections.

That is, when a button (not shown) for requesting connection to the manager is pressed on the reception desk, this information is transmitted to C0NT via POS and SCN.

C0NT selects the one with the highest connection rank among the vacant head seats, performs link matching, reserves these links for blockage, and installs the STC and POS corresponding to the head seat in the head seat.
An incoming call is displayed via .

At this time, the link between the ICT and the chief's seat is also selected and reserved for blocking.

When the supervisor responds, C0NT restores the link between ICT and PO2, and connects the supervisor's desk and the operator.

At this time, the blocking/reservation of the link continues. When transferring the subscriber to the head desk, when the operator presses a button to request transfer (not shown), the C0NT knows this and uses the already reserved link between ICT and the head seat to request the transfer. Connect and link between operator PO8-ICT and PO
Release S.

At this time, the link is unblocked, and the PO8 is unblocked after a certain period of time.

In addition, after the operator and the supervisor have had a call (meeting), the IC
If T and the operator wish to talk, the operator presses a button (not shown) to request connection to the ICT.

This information is transmitted to C0NT via POS and SCN, and C0NT uses the previously used link between ICT and PO2 to connect ICT and PO2, and also connects the link between chief seat PO3 and PO3 and the chief seat. Open the POS.

In addition, the head seat is different from a general reception desk, and only when the button on the reception desk indicating that it is a head seat is pressed, is it treated differently from the general reception desk, and is the only time when the reception desk is treated differently from the general reception desk. It will only accept connections to the boss's seat.

However, if the system knows in advance which reception desk will be the head's seat (for example, only seats &0 to &4 can be the head's seat), the button indicating the head's seat will not be pressed. , is selected with a lower priority than a general reception desk when connecting an incoming call.

This is the aforementioned queue (Q) that manages the connection order of empty reception desks.
ueue) are set up, one for the general reception desk and the other for the main reception desk, and when there are no empty reception desks in the general reception desk queue, select an empty reception desk from the chief disuse queue for the first time. This is done by

Next, a case where C0NT etc. stops operating due to a failure will be explained.

Failures such as C0NT occur when a bird-like failure such as a clock stop occurs, or when control completion information is not obtained even though control information is given to the STC, and the program determines that the STC does not operate at all. System failures can also be caused by software failures such as time.

In this case, C0NT determines that subsequent call processing is impossible and switches the system to the backup seat device BUPO8, and the subsequent services will be provided to the backup seat device BUPO8.
Leave it to PO8 to issue a warning to the maintenance personnel.

During this switching, the system according to the present invention can rescue calls that were in progress at the time of the failure.

This is done as follows. C0NT discovers its own failure and sends a system switching instruction to the incoming trunk ICT, seat device PO8, and backup seat device BUPO8.

Even if the backup seat device BUPO8 receives a switching instruction, it does not switch the line to the backup seat device BUPO8 unless it receives a call termination signal from the incoming trunk ICT connected to the line it is accommodating.

The incoming trunk ICT will be used as a backup seat device B until the A position relay that monitors the line status is not restored.
Do not allow switching to UPO8.

The incoming trunk ICT that does not accommodate the line that is not accommodated in the backup seat device BUPO8 waits for the end of the line based on the switching instruction from C0NT, and switches the circuit to the wiring logic.
For subsequent incoming calls, a busy tone or failure talkie is sent each time.

Similarly, in seat device PO8, either the relay in the seat device is not operating at all, or the button information indicating a recovery instruction from the operator is displayed, and the stand BD and backup seat device BU are connected.
Connect between PO8.

With the above operations, the line is connected to the backup seat device BUP.
Reception services after switching to the O8 side are accepted by the backup seat device BUPO8 and the reception desk BD.

The backup seat system BUPO8 operates with conventional relay wiring logic.

Also, the backup seat device BUPO8 can accommodate two or more lines, and selects one line from which an incoming call has been received and connects it to the reception desk.

As described above, according to the present invention, since it has a load distribution device using stored program control in a single layer configuration and a backup seat device that operates based on wiring logic, the load distribution device using an expensive stored program control method can be replaced with a load distribution device using a single layer configuration. The system as a whole is inexpensive, and it is possible to provide a reception board with a load distribution function that can be used in relatively small-scale stations.

[Brief explanation of drawings]

FIG. 1 is an explanatory diagram illustrating the conventionally known A-2 guide table,
Figure 2 is an explanatory diagram illustrating the conventionally known No. 6 streetcar, and Figure 3.
FIG. 4 is an explanatory diagram illustrating a conventionally known C9 type reception board, FIG. 4 shows the configuration of an embodiment of the reception board system according to the present invention, and FIG. 5 shows the configuration of an embodiment of the communication network NW shown in FIG. 4. represent. In the figure, BUPO8 is a backup seat device, ICT is an incoming trunk, TKE is a talkie device, O8T is an outgoing sender, POS is a seat device, BD is a reception desk, AM is an announcement machine, TXT is a talkie trunk, OGT SCN represents a scanner, STC represents a switch trunk controller, and C0NT represents a controller.

Claims (1)

[Claims] 1. The load distribution device is equipped with a load distribution device using stored program control in a single layer configuration and a backup seat device that performs reception service on behalf of the load distribution device when a failure occurs in the load distribution device. An incoming trunk provided at the incoming side of the network and having a talkie sending function; an outgoing sender provided at the incoming side of the communication path network for transmitting a connection code; and a seat device provided at the outgoing side of the communication path network. A reception desk connected to the communication path network via the seat device, an outgoing trunk for allowing the calling subscriber to talk via the line, and a talkie for sending out a talkie sound to alert the calling subscriber. and a trunk, and the load distribution device is configured to select and connect the reception desk in response to an incoming call to the person's trunk, and to switch to the backup seat device in the event of a failure. A reception desk system featuring