JP2985134B2 - Message transfer method - Google Patents

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a call transfer system in a telephone exchange system, and more particularly, to a message transfer system with improved serviceability for a handler.

[0002]

2. Description of the Related Art A conventional call transfer system in a telephone exchange system has been performed as follows.

That is, an operation in which a terminal device connected to an arbitrary telephone line via a telephone exchange device transfers data to a terminal device in the same telephone exchange device using the simple transfer function of the telephone exchange device. In this case, the transferred telephone line is put on hold, and a hold tone is transmitted to the telephone line. On the other hand, a ringback tone indicating that the terminal device that has transferred the call is being called is transmitted to the terminal device that has transferred the call, and a call signal is transmitted to the terminal device that has been transferred. At this time, if the terminal device that has transferred the call goes on-hook and gets out of the call before the transfer destination terminal device answers the call being transferred, the transferred telephone line is kept on hold, and , And continues to send a call signal to the transfer destination terminal device.

In such a state, when the transfer destination terminal device answers the call, the telephone exchange stops sending the call signal, and connects the telephone line in the hold state to the transfer destination terminal device. , Make calls possible.

[0005]

In the prior art, before the operator of the transfer destination terminal device answers the transferred call, the operator of the terminal device that transferred the call goes on-hook, and If the caller gets out of the room and answers the call, the call is directly connected to the telephone line that is on hold, so he has to answer the call without any information on the caller. Did not.

Therefore, the operator of the terminal device at the transfer destination is:
It is necessary to check the other party and listen to the business, and the sender's operator needs to give the name, business, etc. once told again, and the serviceability to the operator is not good. Was.

SUMMARY OF THE INVENTION In view of the above-mentioned problems, the present invention has been made in consideration of the above-mentioned problems. Even if the user gets out of the room, when the operator of the transfer destination terminal answers the call, he / she notifies the information of the caller's name, business requirements, etc., and provides a message transfer method that enables smooth transfer operation. The purpose is to do.

[0008]

SUMMARY OF THE INVENTION According to the present invention, when an operator of a terminal device performs a call transfer operation during communication with an arbitrary partner terminal device, the call is put on hold and the terminal device is sent a message. When the operator of the terminal device selects the transfer destination terminal device, the storage device is connected to the transfer destination terminal device, and the message is sent to the transfer destination terminal device. Connecting the call on hold to the transfer destination terminal device.

[0009]

According to the present invention, when an operator of a terminal device performs a call transfer operation during communication with an arbitrary partner terminal device, the call is put on hold and the terminal device is stored in a storage means for storing a message. Connect and record the desired message. When the operator of the terminal device selects the transfer destination terminal device, the storage means is connected to the transfer destination terminal device, the desired message is sent to the transfer destination terminal device, and the handler of the transfer destination terminal device is sent. After the desired information is notified to the transfer destination terminal device, the call that has been on hold is connected to the transfer destination terminal device, and the transfer operation ends.

[0010] Thus, when the operator of the transfer destination terminal device answers the call, information such as the name of the caller and the business requirements can be notified, and a smooth transfer operation can be performed.

[0011]

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

(1) Description of System Configuration

FIG. 1 is a system configuration diagram showing the configuration of the present invention. In FIG. 1, a private branch exchange (hereinafter referred to as PB
X) includes a communication path switch (SW) 1. The communication line switch 1 includes extension terminal devices 9 and 1
Extension line (LIN) 2 for controlling the connection to a telephone line 12 and a telephone line trunk (COT) for controlling the connection to a telephone network 12 including a higher-level telephone exchange (not shown) via a telephone line 11.
And a voice storage device 4 that records and reproduces voice information (voice message), and a tone trunk 5 that generates various tone signals such as a dial tone, a busy tone, and a hold tone (including a hold melody). . Further, the signal path switch 1, the extension circuit 2, the office trunk 3, the voice storage device 4, and the tone trunk 5 are connected to a control system bus and operated under the control of a central control unit (CC) 6. It operates based on the signal from (SRD) 8. Further, the signal distribution device 8 includes the communication path switch 1,
It receives various event information (outgoing information, incoming information, etc.) from the extension circuit 2, the office trunk 3, the voice storage device 4, and the tone trunk 5, and notifies the central control device 6 of the event information. Further, a storage device (MM) for storing various programs, station data, and various tables for the central control device 6 to control the entire PBX is provided on the control system bus.
The central control device 6 performs an exchange process based on the various programs, station data, and various tables. Note that a terminal device 13 is connected to the telephone network 12.

(2) Description of transfer operation

First, when the operator of the terminal device 13 performs a calling operation and makes a call to the PBX, the telephone network 12 recognizes the call and sends an incoming signal to the central office trunk 3. The office line trunk 3 detects the incoming signal and notifies the central control device 6 via the signal distribution device 8 that the incoming signal has been received. Central controller 6 identifies that an incoming call has been made to central office trunk 3 and causes a relay console (not shown) to receive the incoming call. Here, when the attendant of the relay console knows the destination, the incoming call is transferred to the extension terminal device (for example, the extension terminal device 9) of the destination, and the terminal device 13 and the extension terminal device 9 are transferred.
And make a call.

In this state, the operator of the terminal device 13 and the operator of the extension terminal device 9 make a call, and the operator of the extension terminal device 9 needs to transfer an incoming call to the extension terminal device 10, for example. If it is determined, the transfer operation is performed.

Next, the call transfer operation will be described.

When the operator of the extension terminal device 9 performs a hooking operation on the extension terminal device 9 in order to perform transfer, the extension circuit 2 detects the hooking operation and detects the signal.
To the central control device 6 via. On the other hand, when the central control device 6 recognizes that the extension terminal device 9 has hooked, the central control device 6 controls the telephone line switch 1 to control the tone trunk 5.
The incoming call is connected to the terminal device 13 and a hold tone is transmitted to the terminal device 13 that has made the call, and the incoming call is put on hold. The central control device 6 controls the communication path switch 1 to connect the extension terminal device 9 to the voice storage device 4, and further outputs a recording control signal for causing the voice storage device 4 to record a message. Send out. Upon receiving the recording control signal, the voice storage device 4 prepares for recording a message, and provides the extension terminal device 9 with a recording start signal (for example, "pi-pi-pi-pi") indicating the start of recording. Sound) and start recording the message.

On the other hand, the operator of the extension terminal device 9 recognizes that a message can be recorded based on the recording start signal, and stores a desired message, for example, a caller name, a business message, etc., in the voice storage device 4. To record. When the recording of the message is completed, the operator operates the extension terminal device 9 again for hooking, and the extension circuit 2 detects this and notifies the central control device 6 via the signal distribution device 8. The central control unit 6 sends a recording stop control signal for stopping the recording of the message by the hooking signal to the voice storage unit 4 to end the recording, and also controls the telephone line switch 1 to control the extension terminal. The communication path between the device 9 and the voice storage device 4 is disconnected.

Next, the central control unit 6 controls the communication line switch 1 to connect the extension terminal device 9 to the tone trunk 5 and to transmit the second dial tone to the tone trunk 5. Send a signal. The tone rank 5 sends a second dial tone to the extension terminal device 9 based on the control signal. In this state, the operator of the extension terminal device 9 dials the telephone number of the extension terminal device 10 to call the extension terminal device (for example, the extension terminal device 10) of the transfer destination. Then, a selection signal (for example, a dial pulse signal, a push button signal, etc.) corresponding to the telephone number is notified to the central control device 6 via the extension circuit 2 and the signal distribution device 8. The central control device 6 receives the selection signal, identifies whether the extension terminal device 10 corresponding to the selection signal is idle, and calls the extension circuit 2 of the extension terminal device 10 if the extension terminal device 10 is idle. A control signal for transmitting a signal is transmitted to cause the extension terminal device 10 to display an incoming call, and the tone trunk 5 is controlled to cause the extension terminal device 9 to transmit a ringback tone.

In this state, if the extension terminal device 9 goes on-hook before the extension terminal device 10 answers the call (goes off-hook), the extension circuit 2 detects this, and the central control device Notify 6. The central control unit 6 controls the call path switch 1 by this on-hook, disconnects the call path between the tone trunk 5 and the extension terminal device 9, and leaves the extension terminal device 9 out of the call, that is, a normal idle state. State.

As described above, when the extension terminal device 10 answers the call in a state where the extension terminal device 9 is on-hook before the extension terminal device 10 answers the call (goes off-hook), the extension circuit 2 responds to the call. Central control unit 6 to detect
Notify. Then, the central control device 6 controls the extension circuit 2 to stop the transmission of the call signal sent to the extension terminal device 10, and when it is determined that the extension terminal device 9 is disconnected from the call, By controlling the road switch 1, the voice storage device 4 and the extension terminal device 10 are connected. Further, the central control device 6 controls the voice storage device 4 and transmits a request signal for reproducing a message recorded by the handler of the extension terminal device 9 of the transfer source first.

On the other hand, the voice storage device 4 having received the request signal responds to the request signal and sends a message recorded by the handler of the extension terminal device 9 of the transfer source to the extension terminal device 10. And when the sending of the message ends,
The voice storage device 4 sends a reproduction end signal indicating that the reproduction of the message has ended to the central control device 6.

Upon receiving the reproduction end signal, the central control unit 6 controls the communication path switch 1 to disconnect the held incoming call from the tone trunk 5, and furthermore, the extension terminal device 10 and the voice storage device. Disconnect the communication path with 4. Then, a communication path is set between the central office trunk 3 and the extension terminal device 10, and an incoming call is received by the extension terminal device 10.

With the above operation, the call transfer operation is completed.

When the extension terminal device 9 is in an off-hook state when the extension terminal device 10 answers the call (off-hook), a communication path is set between the extension terminal device 10 and the extension terminal device 9. It is also possible to make a call between the operator of the extension terminal device 10 and the operator of the extension terminal device 9 and connect the held incoming call to the extension terminal device 10 when the extension terminal device 9 goes on-hook. it can.

When the call transfer operation is completed, it is clear that the storage circuit of the voice storage device 4 which has recorded the message is cleared.

[0028]

According to the present invention, when a call during communication is transferred, the operator of the transfer side records a message and dials the telephone number of the transfer destination, so that the response of the transfer destination can be obtained. Since the transfer operation is released without waiting, the time required for the transfer operation can be reduced.

Further, since the handler on the transfer side can know the information of the transferred call in advance, it is possible to smoothly deal with the calling side when answering the call.

[Brief description of the drawings]

FIG. 1 is a system configuration diagram showing an embodiment of the present invention.

[Explanation of symbols]

DESCRIPTION OF SYMBOLS 1 ... Call path switch, 2 ... Extension circuit, 3 ... Office trunk, 4 ... Voice storage device, 5 ... Tone trunk, 6 ... Central control device, 7 ... Storage device, 8 ... Signal distribution device, 9 and 1
0: extension terminal device, 12: telephone network, 13: terminal device.

Claims (1)

(57) [Claims] 1. A plurality of terminal devices and voice messages are stored.
And the first terminal device is connected to an arbitrary partner.
During communication with the side terminal device, a predetermined transfer operation
In a telephone exchange for transferring a call to a second terminal device, when a transfer request is received from the first terminal device , the call is transferred to the second terminal device.
While holding the first terminal device and the storage means,
And connect a voice message from the first terminal device.
A recording control unit for setting the recording unit in a recording-enabled state, and a recording termination request from the first terminal device,
Opening the connection between the first terminal device and the storage means,
Ending the voice message recording to the storage means,
In order to make the transfer destination terminal device selectable from the terminal device
Destination selecting means, wherein the first terminal device serves as a transfer destination terminal device,
When the terminal device is selected, the second terminal device is called.
Transfer call means, when the second terminal device answers the call,
One terminal device is in on-hook state or off-hook state
When the state recognition means and the state recognition means recognize the on-hook state,
Connecting the second terminal device and the storage means,
Voice message recorded in the storage means from the first terminal device
After the second terminal device sends the message to the second terminal,
A first transfer connection for transferring the call on hold to a terminal device
Means, when the state recognition means recognizes an off-hook state,
Connecting the first terminal device and the second terminal device,
After recognizing the on-hook state of the first terminal device,
A second terminal for transferring and connecting the call on hold to the second terminal device;
Message with transfer method, characterized in that it and a transfer connection means.