JP2935199B2 - Monitor control method - Google Patents

Description

DETAILED DESCRIPTION OF THE INVENTION [Summary] The present invention relates to a monitor control method for monitoring a call with an agent, which is intended to continuously monitor the contents of a call with an incoming call of an agent extension designated by a supervisor. In the private branch exchange system accommodating the agents and supervisors that monitor the calls of those agents, the private branch exchange system has a table for associating the agents to be monitored and the supervisors. Based on the transmitted call information, it is determined whether or not the agent is registered in the table as a monitoring target. When the agent is registered as a monitoring target, a mixer trunk is captured, and the agent and the agent are identified. To the agent you are calling A communication path between the agent and the agent that is the other party is drawn into the mixer trunk based on the information about the agent, and a path is set between the mixer trunk and the supervisor to thereby establish a monitor path between the agent and the supervisor. Is configured to release the set monitor path based on the disconnection information sent from the private branch exchange when the agent ends the call.

[Industrial applications]

The present invention relates to a monitor control method for monitoring a call with an agent.

[Conventional technology]

A group of extension telephones that collectively accepts a certain business from multiple incoming calls from a central office (this is called an agent)
ACD (Automatic call distributio)
n) There is a service. As an example of this ACD service,
There is a service that evenly distributes incoming calls from office lines coming to a reservation reception center of an airline to a plurality of extension telephones (hereinafter referred to as agents) in charge of the reservation reception business. There is also a section called Supervisor that manages these agents,
The contents of calls to each agent can be monitored arbitrarily.

[Problems to be solved by the invention]

By the way, even if the supervisor monitors a certain agent's call and monitors a specific time slot, when the same agent receives a call from another terminal next time, another call is received for the same agent. Since there is a high possibility that a time slot is allocated, it is not possible to continuously monitor a call of the same agent as it is.

Therefore, in the conventional silent monitor control method, in order for the supervisor to monitor the call of any agent, it is necessary to reset the monitor path between the agent and the supervisor each time a call path is connected to the agent extension. , It was not possible to specify any agent and continuously monitor the call of that agent.

Conventionally, a monitor path to the supervisor is set when the call path is connected to the agent, so unnecessary sounds other than calls such as dial tone and push button DTMF tone when calling the extension of the agent are used by the supervisor. There was a drawback that the extension was heard.

SUMMARY OF THE INVENTION It is an object of the present invention to enable a supervisor to continuously monitor the contents of an ACD incoming call at an agent extension designated by a supervisor.

[Means for solving the problem]

 FIG. 1 is a diagram illustrating the principle of the present invention.

In a private branch exchange system accommodating a plurality of agents and a supervisor for monitoring the calls of the agents, a table 1 (FIG. 1) stores data for associating the agents to be monitored with the supervisors.

In this table 1, for example, for an agent designated as a monitoring target by a supervisor, a logical extension number of the supervisor is set at a position corresponding to the agent number.

When there is an incoming call to the agent, it is determined based on the call information sent from the private branch exchange whether or not the agent is registered in the table 1 as a monitoring target (2).

When the agent is registered as a monitoring target in the above table 1, the mixer trunk is captured, and the communication path between the agent and the agent as the communication partner is determined based on information on the agent and the agent as the communication partner. A monitor path is provided between the agent and the supervisor by setting the path between the mixer trunk and the supervisor by drawing into the mixer trunk (3), and is sent from the private branch exchange when the agent ends the call. The set monitor path is released based on the disconnection information (4).

[Action]

If an agent to be monitored is registered in the table 1, every time an incoming call is made to the corresponding agent, the table 1 is referred to and a monitor path is set between the agent and the agent.

Therefore, the supervisor can continuously and automatically monitor the call of the agent once the agent to be monitored is specified, without performing any monitoring operation thereafter.

〔Example〕

Hereinafter, embodiments of the present invention will be described with reference to the drawings.

FIG. 2 is a system configuration diagram of a private branch exchange based on the ACD silent monitor control method of the present invention.

In the figure, an NW 11 is a private branch exchange accommodating a plurality of agent terminals A and supervisor terminals X. Under the control of a call processing processor (CPR) 12, a trunk 13
A switching operation is performed to connect the incoming call from the office line input via the terminal to an agent extension or the like.

An MPR (Management processor) 14 is a processor that manages data related to an exchange operation such as dial data of an extension telephone housed in an exchange. The MPR 14 has a personal computer via a DCC (Data communication ciruit) 15. ACD / MIS (Managemen
t information system) 16 is connected.

ACD / MIS16 sends call information from CPR12 when an agent responds to an incoming ACD call or when the agent disconnects the call, and based on the information, which agent is on the call. Is displayed.

FIG. 3 is a configuration diagram of a silent monitor registration table (SMNRT) 17 provided in the MPR 14.

The registration table 17 has a memory area corresponding to the agent number. In the memory area corresponding to the agent number of the agent designated as a monitoring target by the supervisor, the logical extension number (ENS) of the supervisor is provided. be registered.

Therefore, when there is an incoming call to the agent, by referring to this registration table 17, it can be checked whether or not the agent is designated as a monitoring target.

Next, an ACD silent monitor control method according to the present invention will be described with reference to FIG.

Now, assume that a supervisor managing a plurality of agents is a terminal X, an agent designated by the supervisor as a monitoring target is a terminal A, and a communication partner of the agent terminal A is a terminal B.

First, the supervisor inputs the extension number and the like of the agent terminal A from the ACD / MIS 16 and designates an agent to be monitored (FIG. 4, (1)). Then, the logical extension number (ENS) of the supervisor X is stored in the memory area corresponding to the agent number of the terminal A in the monitor service station data (SMNRT17, see FIG. 3) in the MPR 14 as shown in FIG. Is registered (Fig. 4,
(2)).

In this state, when the agent A receives an ACD incoming call from the terminal B, the processor F accommodating the monitor terminal (supervisor X) first captures the mixer trunk 18 to monitor the call of the agent A (FIG. 4). ,
(3)).

When accepting the call to the agent terminal A, the processor G containing the monitored terminal (agent terminal) sends the call start information to the ACD / MIS 16. At the same time, it is determined whether or not the agent terminal A is designated as a monitoring target of the supervisor X by referring to the monitor service station data 17 described above.

When the agent terminal A is designated as a monitoring target, the processor G sets “1” to the BK flag,
The logical trunk number (ENC) and time slot number (TSC) of the mixer trunk 18 notified from the processor F are
It is set in a call data block (CDB) created when processing a call for the agent terminal A (FIG. 4, (4)).

Further, information such as a logical extension number (ENTS), an attenuation value (PAD), and a class of the terminal A and the terminal B which is the other party of communication is notified to the supervisor X (FIG. 4,
(5)). Here, the class is information indicating, for example, whether the terminal is qualified to perform silent monitoring or is qualified to perform an interrupt call.

In the processor F accommodating the monitor terminal, the information about the notified agent terminal A and the terminal B, which is the other party, is set in the CDB of the supervisor X (fourth)
(Figure, (6)).

Further, the processor F includes the agent terminal A set in the CDB of the supervisor X and the terminal B of the other party.
On the basis of information such as the time slot number assigned to the agent terminal A, the communication path of the agent terminal A and the communication partner terminal B is drawn into the mixer trunk 18 (FIG. 4,
(7)).

As a result, as shown in FIG. 4 (b), the paths of the agent terminal A and the terminal B of the other party are drawn into the mixer trunk, and a monitor path is set between the mixer trunk 18 and the supervisor X.
Can be monitored.

Thereafter, when the processor G accommodating the monitored terminal detects the end of the call between the agent terminal A and the terminal B (FIG. 4, (8)), the terminal A of the monitor service station data (SMNRT) 17 From the logical extension number of the supervisor X stored at the position corresponding to the agent number of the supervisor X, a processor number, a CDB number, and the like are extracted with reference to, for example, a table (not shown), and a disconnection notification is sent to the processor F containing the monitor. (FIG. 4, (9)).

Upon receiving the disconnection notification, the processor F accommodating the monitor terminal deletes the information of the agent terminal A and the terminal B of the other party from the CDB of the supervisor terminal X to release the monitor path (FIG. 4, (10)). ).

As a result, as shown in FIG. 4 (c), the monitor path between the agent terminal A and the other party's terminal B and the supervisor terminal X is released, and the supervisor terminal X is on standby for monitoring.

In this state, ACD is sent from another terminal C to agent terminal A.
Assume that there is an incoming call, and agent terminal A responds to the call (FIG. 4, (11)).

The processor G accommodating the monitored terminal checks whether or not the logical extension number (ENS) of the supervisor terminal X is registered at a position corresponding to the agent number in the monitor service station data 17. If the logical extension number is registered, the processor number, the CDB number, and the like are extracted from the logical extension number, and the processor F that accommodates the monitor terminal is notified that the agent terminal A has started a call. (FIG. 4, (12)).

The processor F accommodating the monitor terminal captures the mixer trunk 18 and the like and executes the re-monitoring process as described above (FIG. 4, (13)).

Next, the processor G accommodating the monitored terminal sends the CDB accommodating the call information on the agent terminal A,
In order to indicate that the agent terminal A is to be monitored by the supervisor X, the BK flag is set to "1", and the logical trunk number and time slot number of the mixer trunk are set (FIG. 4, (14)).

Further, the supervisor terminal X is notified of the logical extension number (ENS), class, etc. of the agent terminal A and the terminal C of the other party (FIG. 4, (15)).

In the processor F accommodating the monitor terminal, information (logical extension number, class, etc.) concerning the agent terminal A and the terminal C of the other party is transmitted to the supervisor terminal X.
(Fig. 4, (16)). Further, based on the information, the paths of the agent terminal A and the terminal C of the other party are drawn into the mixer trunk 18 (FIG. 4,
(17)).

Thereby, as shown in FIG. 4 (d), a monitor path is set between the supervisor terminal X, the agent terminal A and the terminal C of the other party, and the monitor state is established.

Hereinafter, every time there is an ACD incoming call at agent terminal A,
A monitor path is automatically set between the agent terminal A and the supervisor terminal X, and the contents of the call are monitored. Similarly, for other agents, the monitor service station data (SMNRT) 17 is referred to from the agent number, and if registered as a monitoring target, a monitor path is set between the agent and the supervisor X. The content is automatically monitored.

As described above, according to the silent monitor control method described above, once the supervisor X has designated the agent terminal as a monitoring target, the supervisor X continuously changes the call content every time there is an incoming call at the agent terminal. Can be monitored automatically and automatically.

〔The invention's effect〕

According to the present invention, once a supervisor designates an agent extension as a monitoring target, the agent can continuously and automatically monitor the contents of the call thereafter.

[Brief description of the drawings]

FIG. 1 is a diagram illustrating the principle of the present invention, FIG. 2 is a system configuration diagram of a private branch exchange according to an embodiment, FIG. 3 is a configuration diagram of an SMNRT17, and FIG. 4 is an ACD silent monitor control system according to the embodiment. FIG. A: Agent, X: Supervisor, 14: MPR, 16: ACD / MIS, 17: SMNRT (monitor service station data).

Continuation of front page (72) Inventor Akira Nishimura 1-4-4 Hakata Ekimae, Hakata-ku, Fukuoka, Fukuoka Prefecture Inside Fujitsu Kyushu Communication Systems Co., Ltd. (56) References JP-A-58-1668367 (JP, A) 62-13146 (JP, A) JP-A-3-173256 (JP, A) (58) Fields investigated (Int. Cl. ⁶ , DB name) H04M 3/22 H04Q 3/58

Claims (1)

(57) [Claims] In a private branch exchange system accommodating a plurality of agents and a supervisor for monitoring the calls of the agents, the private branch exchange system has a table (1) for associating an agent to be monitored with a supervisor, and an incoming call for the agent is received. When there is, based on the call information sent from the private branch exchange, it is determined whether or not the agent is registered as a monitoring target in the table (1) (2), and the agent is registered as a monitoring target. , The mixer trunk is captured, and based on the information about the agent and the agent that is the other party, the call path between the agent and the agent that is the other party is drawn into the mixer trunk, and the mixer trunk and the supervisor are collected. Set path between Thereby setting a monitor path between the agent and the supervisor (3), and releasing the set monitor path based on the disconnection information sent from the private branch exchange when the agent ends the call (4). A monitor control method characterized in that: