JP2897518B2 - Incoming call distribution control method - Google Patents

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an incoming call distribution control system for an electronic exchange that specializes in reception work. The present invention relates to an incoming call distribution control method for distributing a call in preference to a general incoming call.

[0002]

2. Description of the Related Art In a conventional incoming call distribution control system, when a user inquires of a guidance service for service contents, the user first inquires with a representative number dedicated to a reception service, and a dedicated person (person in charge) corresponding to each guidance service is found. Then, from the second time onward, a call was made directly to the telephone number (for example, dial-in) assigned to each of the dedicated staff members, and detailed contents were inquired. At this time, the incoming call received from the user with the representative number dedicated to the reception service is evenly distributed to all of the plurality of reception desks belonging to the reception desk group, and each reception desk responds with a telephone attached to the reception desk. I was Also, an incoming call from a user who receives a call directly to each dedicated person by dial-in or the like without passing through a representative number dedicated to reception work is answered by a telephone provided separately from a telephone attached to the reception desk.

[0003]

In the conventional incoming call distribution control system described above, incoming calls received with a representative number dedicated to the reception service are evenly distributed irrespective of incoming calls that arrive at a direct telephone. On the other hand, the incoming call distributed during answering by the direct telephone cannot be answered immediately, so that the answer is put on hold. Therefore, there is a drawback that the caller has to go on-hook and call again. If the user waits for a response as it is, there is a disadvantage that the call charge increases. In addition, when it is crowded, there is a drawback that the user has to repeat the call many times. Further, from the viewpoint of the responding specialist, there is a problem that the load of a specific specialist is overloaded because the reception work is not equal.

[0004] It is an object of the present invention to discriminate an incoming call only for reception from incoming call designation or general incoming call. In the case of incoming call designation, if the state of the designated reception desk is acceptable, the incoming call is designated. Distribute to the reception desks. If reception is not possible, place the designated incoming call in a waiting state until the designated reception desk can receive the call. An object of the present invention is to provide an incoming call distribution control method for distributing the incoming call to a designated reception board prior to the incoming call.

[0005]

According to the present invention, there is provided an incoming call distribution control system comprising a central control unit for controlling exchange connection and various exchange services of an extension telephone housed therein by using stored programs and data. In an exchange, an incoming call from a user requesting a guidance service received at one reception desk group including a plurality of reception desks is identified as a designated reception call for specifying a responder and a general reception call for not specifying a responder. When the specified incoming call is identified, the incoming call arrives at the reception desk of the specific responder designated by the incoming call, and when this reception desk is talking with another incoming call, the specified incoming call is put into a waiting state, and When the receiving console is restored, the presence or absence of a waiting general incoming call is identified, and if there is a waiting general incoming call, the waiting general incoming call takes precedence over the waiting general incoming call. Distributing the reception table to the specified designated incoming call Align state.

[0006]

DESCRIPTION OF THE PREFERRED EMBODIMENTS Next, the present invention will be described with reference to the drawings. FIG. 1 is a block diagram showing an embodiment of the internal configuration of the central control device according to the present invention. The central controller 10
Reception desk 2 which is an extension telephone belonging to reception desk group 21
A reception board interface unit 11 for receiving each operation information from 0 and transmitting control information to the reception board 20, and a reception board state management unit 12 for constantly monitoring and storing the status of the reception board.
Reception desk control unit 13 for controlling each operation (outgoing, receiving, answering, recovery, etc.) of the reception desk;
A trunk interface unit 14 for transmitting and receiving incoming call notification information from and a control information to the reception-only incoming trunk 30, a trunk state management unit 15 for constantly monitoring and storing the status of the reception-only incoming trunk, Incoming call control unit 16 for controlling each operation (incoming call, answering, recovery, etc.) for incoming calls Is an incoming call queuing / distribution control unit that distributes evenly to a plurality of reception desks 20 in a reception desk group 21 and, in the case of a designated incoming call, preferentially distributes the general incoming call to the designated reception desks 20 over the equal distribution of general incoming calls 17.

[0007] Information on a reception start instruction from the reception board 20 is transmitted to the reception board state management section 12 via the reception board interface section 11.
Is sent to the reception desk control unit 13 and the reception desk state management unit 12
The reception board control unit 13 simultaneously sets the reception board group including the requesting reception board 20 to be in a receivable state.

[0008] When the reception-only incoming trunk 30 receives an incoming call, it notifies the trunk status management unit 15 and the incoming call control unit 16 via the trunk interface unit 14 that the reception-only incoming call has been received. The trunk state management unit 15 changes the state of the reception-only trunk 30 that has received the call to the reception state, and the incoming call control unit 16 notifies the incoming call queuing / even distribution control unit 17 that the reception-only call has been received.

The incoming call queuing / distribution control unit 17 first identifies whether the incoming call system is a general incoming call or an incoming call designated, and when the incoming call designation is identified, the state of the designated reception desk is recognized by the reception desk state management unit 12. Contact As a result, when the reception desk is in the reception-ready state, in order to cause the incoming call designated call to arrive at the specified reception desk, an incoming call instruction is sent to the incoming call control unit 16 and the reception desk control unit 13, and the incoming call is sent. Distribute.
In addition, the designated incoming call is placed in a waiting state until the designated receiving board is restored to the acceptable state.

The incoming call waiting / distribution control unit 17 causes the designated incoming call to be terminated at the designated receiving desk when the designated receiving desk has completed the receiving operation and has been restored to be ready for receiving. For this purpose, an incoming call instruction is sent to the incoming call control section 16 and the reception board control section 13 to distribute incoming calls. At this time, even if the general incoming call in the waiting state exists before the waiting for the incoming call designation, the incoming designated call in the waiting state is preferentially distributed.

On the other hand, when the incoming call system is a general incoming call, the incoming call queuing / distribution control unit 17 determines whether there is an available reception desk 20 in the reception desk group 21 corresponding to the incoming trunk or not. In the case where there is no reception desk that can be accepted, a general incoming call is set to a waiting state. If the receiving desk during the call finishes the receiving operation and is restored, and there is no incoming designated call in the waiting state in the restored receiving desk, the incoming call waiting / distribution control unit 17
Sends an incoming call instruction to the incoming call control unit 16 and the reception desk control unit 13 so that the incoming general incoming call can be received at the reception desk in the ready state, and distributes the incoming call. Also,
If there is an available reception desk, the incoming call queuing / distribution control unit 17 transmits the incoming call to the selected reception desk in a manner of evenly distributing the incoming call. It sends an incoming call instruction to the unit 13 to distribute incoming calls.

[0012]

As described above, according to the present invention, an incoming call arriving at one reception desk group composed of a plurality of reception desks with a representative number dedicated to reception work is designated as a general incoming call or a specific dedicated person. When the specified incoming call is identified and the specified incoming call is identified, it is distributed to the designated dedicated reception desk in preference to the general incoming call, and the general incoming call is equally distributed to other reception desks. The user can receive an accurate guidance service without waiting, and the call time can be reduced. Further, even if the reception work is congested, a user who has once accepted a general incoming call can make an inquiry with a designated incoming call, which facilitates the inquiry. Furthermore, since the general incoming call and the designated incoming call are equally distributed together, the load on the dedicated staff is even.

[Brief description of the drawings]

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

[Explanation of symbols]

 DESCRIPTION OF SYMBOLS 10 Central control apparatus 11 Reception desk interface part 12 Reception desk state management part 13 Reception desk control part 14 Trunk interface part 15 Trunk state management part 16 Incoming call control part 17 Incoming call waiting / distribution control part 20 Reception desk 21 Reception desk group 30 Reception-only incoming trunk 31 Reception-only incoming trunk group

──────────────────────────────────────────────────続 き Continued on the front page (58) Field surveyed (Int.Cl. ⁶ , DB name) H04M 3/60 H04M 3/42-3/58 H04Q 3/58

Claims (1)

(57) [Claims] 1. An electronic exchange having a central control unit for controlling exchange connection and various exchange services of an extension telephone housed by a stored program and data, one reception desk group including a plurality of reception desks. The incoming call from the user requesting the guidance service received in is identified as a designated incoming call specifying a responder and a general incoming call not specifying a responder. When the designated incoming call is identified, the incoming call is designated. When the incoming call arrives at the reception desk of the specific responder, and when this reception desk is talking with another incoming call, the specified incoming call is put into a waiting state, and when the specified reception desk is restored, the general incoming call in the waiting state If there is a general incoming call in the waiting state, the designated incoming call in the waiting state is distributed to the designated reception desk in preference to the general incoming call in the waiting state. An incoming call distribution control method.