JP4878491B2 - Centralized console equipment - Google Patents

Description

  The present invention collects and responds to incoming incoming calls to each base, selects the extension number of the extension terminal of the relevant base from the pop-up phone book, and forwards the incoming incoming call. The present invention relates to a centralized relay stand device that can realize labor saving.

  A conventional attendant switch is installed in each private branch exchange, and after an operator responds to an incoming call from a customer, the incoming call is forwarded to the corresponding extension terminal in response to the customer's request. In this case, the operator relays the external line that has reached the private branch exchange in which the relay stand device is accommodated, and transfers it to the extension terminal only in the private branch exchange in which the repeater stand device is accommodated.

  Taking department stores of the same series at multiple locations as an example, if there are n stores at n locations, n private branch exchanges are installed, so at least n relay stand devices are installed, A minimum of n operators are also required.

Also, “Patent Document 1” and “Patent Document 2” disclose a PC relay stand, a PC relay stand adapter device, and a relay stand system accommodated in one private branch exchange.
Japanese Patent Laid-Open No. 2004-72421 JP 2005-33256 A

  Conventional relay table devices are required for each private branch exchange, and operators are also required depending on the relay table device. Therefore, if the number of bases (stores) such as department stores in the same series increases, the relay table device inevitably The number of operators and the number of operators will increase.

  In addition, the relay work handled by the attendant equipment greatly increases / decreases depending on the site, season, business hours, and the presence / absence of events, so there is an excess of work in the number of attendant equipment and operators placed at each base. In addition, there is a problem that relay work is unbalanced in the entire base due to business overages, and the work efficiency and the personnel assignment of operators are inappropriate.

  The present invention has been made to solve such a problem, and the object thereof is to aggregate and relay a plurality of relay stand devices that relay incoming calls at each of a plurality of bases at one base, It is another object of the present invention to provide a centralized relay stand device that realizes optimization of operator staffing.

In order to solve the above-mentioned problem, the centralized relay apparatus of the present invention centrally receives an incoming call to a private branch exchange installed at each of a plurality of bases by a centralized private branch exchange installed at a specific base, and accepts the incoming call for the incoming incoming call. Depending on the situation, it is a centralized repeater device that forwards to the extension terminal accommodated in the site private branch exchange that corresponds to the outside line incoming call. When an incoming call is displayed at the corresponding base name and the external line is answered in response to the operation of selecting the base name displayed on the incoming call, the phonebook of the base corresponding to the base of the external line is displayed, and an external call is made select the telephone number corresponding to user requests from the phone book, based on the selected telephone number, is configured to transfer the outside line incoming call to the extension terminal of the corresponding bases, the bases display unit, Pointwise, and displaying business hours and business overtime with different colors respectively.

The centralized relay device according to the present invention, when detecting an outside line incoming call, displays an incoming call at a base name corresponding to the incoming line out of the base display section displaying a list of a plurality of base names, and selects a base name during the incoming call display. If the incoming call is answered, the phonebook of the location corresponding to the location of the incoming call is displayed, and the phone number corresponding to the request of the caller of the incoming call is selected from the phonebook. Based on the telephone number, it is configured to forward the incoming call to the extension terminal of the corresponding base, so that the relay work of a plurality of bases can be consolidated at one base and can be reliably performed by a small number of operators. . In addition, since the site display unit according to the present invention displays the business hours and non-business hours in different display colors for each site, it is possible to notify the operator of the business end of the site at a glance.

  The telephone directory according to the present invention is characterized in that it includes additional information such as building information and floor information where the extension terminal is installed, together with the extension number of the extension terminal at the base.

  The telephone directory according to the present invention has additional information such as building information and floor information where the extension terminal is installed, as well as the extension number of the extension terminal of the base. It is possible to identify the extension terminal of the telephone and transfer the incoming call of the outside line.

  Further, the incoming call display of the corresponding base display unit according to the present invention is characterized in that the display color changes with the passage of time from the incoming of the outside line.

  The incoming call display of the corresponding site display unit according to the present invention changes the display color with the passage of time from the incoming call, so the operator can recognize the waiting time of the incoming call (customer) at a glance, Can respond.

  Furthermore, the site display unit data of the site list according to the present invention, the phone book data of the phone book, and the time data outside the business hours for each site are supplied from a server connected to the device. To do.

  Since the site display part data of the site list according to the present invention, the phone book data of the phone book, and the time data within and outside the business hours for each site are supplied from the server connected to the apparatus, a plurality of centralized relays Data can be set simultaneously on the stand device.

The centralized relay device according to the present invention, when detecting an outside line incoming call, displays an incoming call at a base name corresponding to the incoming line out of the base display section displaying a list of a plurality of base names, and selects a base name during the incoming call display. If the incoming call is answered, the phonebook of the location corresponding to the location of the incoming call is displayed, and the phone number corresponding to the request of the caller of the incoming call is selected from the phonebook. Based on the telephone number, it is configured to forward the incoming call to the extension terminal at the corresponding base, so the relay work of multiple bases can be consolidated at one base and can be reliably performed by a small number of operators. It is possible to realize business efficiency and proper arrangement of operators. In addition, since the site display unit according to the present invention displays the business hours and non-business hours in different display colors for each site, it is possible to notify the operator of the end of the business at a glance and from the relay business The operator can be released.

  In addition, the telephone directory according to the present invention includes additional information such as building information and floor information where the extension terminal is installed, as well as the extension number of the extension terminal of the base. In addition, it is possible to specify a target extension terminal and transfer an incoming call for an outside line, so that a relay operation can be easily and quickly performed.

  Furthermore, since the incoming call display of the corresponding base display unit according to the present invention changes the display color as time elapses from the incoming call, it recognizes the waiting time of the incoming call (customer) at a glance and starts from the longest waiting time. The operator can respond and improve the service by shortening the waiting time of the customer as much as possible.

  Furthermore, since the site display part data of the site list according to the present invention, the phone book data of the phone book, and the time data outside the business hours for each site are supplied from the server connected to the apparatus, a plurality of Data can be set all at once in the centralized relay station device, and the efficiency of data setting can be appealed.

  Embodiments of the present invention will be described below with reference to the accompanying drawings. Note that the present invention collects and receives incoming calls from multiple private branch exchanges at a centralized branch exchange at a specific branch, and receives the incoming call at a centralized repeater unit housed in the central private branch exchange. When you answer, the phonebook of the target site for incoming calls is displayed on the screen of the centralized console device, and when you select and operate the corresponding extension number in the phonebook, you can dial the extension phone of the corresponding site, The incoming call is transferred to the extension telephone.

  FIG. 1 is a system configuration diagram of an embodiment of a private branch exchange system to which a centralized relay stand device according to the present invention is applied. Referring to FIG. 1, a private branch exchange system 1 includes base private branch exchanges 2a to 2n installed at the head office of each business entity (for example, a department store) at each of a plurality of bases 1 to n, and each branch private branch exchange 2a. Public networks NTa to NTn to which 2 to 2n are connected, centralized base private branch exchange 3 installed at a specific base, a plurality of relay base adapter devices 4a to 4k accommodated in the central base private branch exchange 3, and a relay base adapter Centralized relay table devices 5a to 5k connected to each of the devices 4a to 4k, a server 6 connected to the centralized relay table devices 5a to 5k via a LAN (Local Area Network), and the centralized branch exchange 3 to the public It comprises a public network NTx connected to the networks NTa to NTn, and a dedicated line network NTy connecting the centralized branch exchange 3 and the branch private exchanges 2a to 2n.

  A plurality of subscriber telephones TELa to TELn are connected to the public networks NTa to NTn via public lines, respectively, and the extension telephones TEa to TEn constituting the extension terminals of the head office and each store are respectively connected to the base branch exchanges 2a to 2n. Is housed. Further, the central branch exchange 3 may accommodate a plurality of extension telephones to constitute a store at a specific base. Furthermore, each of the subscriber telephones TELa to TELn represents a plurality of telephones as one representative, and each of the extension telephones TEa to TEn represents a plurality of extension telephones as one representative.

  The number of centralized relay stand devices 5a to 5k is less than the number of base branch exchanges 2a to 2n (k <n), and a minimum of n relays conventionally accommodated in the base branch exchanges 2a to 2n. Instead of the stand device (operator), the centralized relay device 5a to 5k (the number of operators is also k) installed at one specific base is aggregated to execute the relay work.

  The connection from the subscriber telephone TELa (customer) connected to the public network NTa to the extension telephone TEa accommodated in the site private branch exchange 2a of the site 1 will be described. When the representative number of the site private branch exchange 2a is dialed from the subscriber telephone set TELa, conventionally, the incoming call to the site private branch exchange 2a via the public line La → public network NTa → public line Ld The representative number is converted into a DI (dial-in) number of the central branch exchange 3 by a contract with the communication carrier, and via the public line La → public network NTa → public line Lb → public network NTx → public line Lc An outside line is received at the central branch exchange 3.

  The central branch exchange 3 that has received the incoming call recognizes that it is an incoming call from the DI (dial-in) number to the private branch exchange 2a of the base 1, and sends the incoming call to the attendant adapter devices 4a to 4k. To the centralized relay table devices 5a to 5k, and display incoming calls on all the screens (base display units) of the centralized relay table devices 5a to 5k. Note that the ringing is generated from the relay adapter devices 4a to 4k.

  When the operator of any one of the centralized relay device 5a to 5k (for example, the centralized relay device 5a) selects and operates on the screen (site display unit) on which the incoming call is displayed and responds to the incoming incoming call, the operator and the subscriber telephone TELa ( The telephone book data of the base (for example, base 1) corresponding to the centralized relay device 5a clicked from the server 6 at the timing of the incoming call response is supplied, and the telephone directory data of the centralized relay device 5a is supplied. The phone book of the site 1 is popped up on the screen.

  The operator of the centralized relay console device 5a makes an inquiry to the customer of the subscriber telephone TELa while looking at the phone book displayed on the screen, and displays the confirmed phone book data (for example, store floor, sales floor, extension number) on the screen. When the selected telephone directory data is clicked and dialed by dialing, the central branch private branch exchange 3 → the private line Lm → the private line network NTy → the private line Ln → the extension via the branch private branch exchange 2a An incoming call arrives at the telephone TEa.

  If the private line network NTy is blocked and the telephone directory data selected by the operator is clicked for dialing, the central branch exchange 3 → public line Lc → public network NTx → public line Lb → public network NTa → Public line Ld → Receives the extension telephone TEa via the site private branch exchange 2a.

  The person in charge of the extension telephone TEa responds to the incoming call, and the extension telephone TEa and the centralized relay device 5a are in a call state, and the operator notifies that the call is an incoming call from the customer and performs a call disconnecting operation (end) When the talk button is pressed, the handset is on-hooked, etc., the subscriber telephone set TELa and the extension telephone TEa are in a call state, and the person in charge of the extension telephone TEa at the site 1 can respond to the customer's requirements for the subscriber telephone TELa. The centralized repeater consoles 5a to 5k can respond to the incoming line call under the same conditions, and can transfer the incoming line call to the extension telephone TEa at the base 1.

  In addition, the relay work from the subscriber telephones TELb to TELn to the extension telephones TEb to TEn of the site private branch exchanges 2b to 2n is also relayed through the centralized relay stand devices 5a to 5k and executed through the same route as described above. Can do.

  FIG. 2 is a communication path diagram of an outside line incoming call in the embodiment of the relay service according to the present invention. In FIG. 2, the call path from the subscriber telephone set TELa to the extension telephone TEa at the base 1 follows the path shown in FIG. 1, and the subscriber telephone set TELa and the centralized relay stand device 5a are connected via the call path Pa. By connecting centralized telephone stand device 5a and extension telephone TEa via Pb or communication path Pc, an incoming call from subscriber telephone set TELa is relayed through centralized telephone base device 5a and transferred to extension telephone TEa. It becomes possible. The same applies to the call paths from the subscriber telephones TELa to TELn to the bases 2 to n, respectively.

  When the central branch exchange 3 receives the incoming incoming call, it recognizes the DI (dial-in) number of the incoming incoming call, transmits an incoming call display request to all the centralized relay device 5a-5k, and the centralized relay device 5a-5k. The incoming color (for example, green) is displayed on all the screens (base display unit).

  The central branch exchange 3 transmits an incoming call display request (attention color) if there is no response from the central relay device 5a to 5k even after a predetermined time tα has passed since the incoming call display request was sent. An incoming call attention color (for example, yellow) is displayed on all the screens (base display units) of the centralized relay device 5a to 5k.

  Further, the central branch exchange 3 sends an incoming call display request (warning color) if there is no response from the central relay stand devices 5a to 5k even after a predetermined time tβ has passed since the incoming call display request (caution color) has been transmitted. Is transmitted, and an incoming call warning color (for example, red) is displayed on all the screens (site display units) of the centralized relay apparatus 5a to 5k.

  When there are a plurality of incoming calls at the same location, the centralized branch exchange 3 transmits incoming call display requests corresponding to the incoming calls to the centralized relay table devices 5a to 5k, but the centralized relay table devices 5a to 5k. On all the screens (site display), the incoming color for the longest elapsed time among the number of overloading will be displayed, and when answering an incoming call with the longest elapsed time, On the remaining screens (base display units) of the devices 5a to 5k, the incoming color for the next longest elapsed time is displayed.

  Also, when the central branch exchange 3 receives a business end request for each base from the server 6 through one of the centralized relay stand devices 5a to 5k in operation, the central relay station devices 5a to 5k send out the business hours out of business hours. The request is transmitted, and the color outside business hours is displayed on all the corresponding screens (base display units) of the centralized relay apparatus 5a to 5k.

  Similarly, when the central branch exchange 3 receives a business start request for each base from the server 6 through one of the centralized relay stand devices 5a to 5k that are operating, the central relay station devices 5a to 5k The outside request is transmitted, and the business hours color is displayed on all corresponding screens (base display units) of the centralized relay apparatus 5a to 5k.

  The server 6 stores the base list data having the base display part of the standby screen to be displayed on the screens of the centralized relay device 5a to 5k and the telephone directory data of each base in the database, and the centralized relay device 5a to 5k. Depending on the operating state of the network, the base list data and the telephone directory data are supplied to the centralized relay device 5a to 5k, and the base list data is displayed on the screen when the centralized relay device 5a to 5k is on standby or when an external line is received. The telephone directory data is displayed on the screen when the centralized relay console devices 5a to 5k respond to incoming calls.

  Further, the server 6 monitors the business hours of the bases 1 to n, and requests or terminates the business to any centralized relay stand devices 5a to 5k that are in operation before the business end time or the business start m seconds. Send a business start request.

  The centralized relay device 5a to 5k is a personal computer and constitutes a PC relay device. The software is compatible with the screen display of the base list, the color display of the base display section when an external line is received, and the base display section selection operation (operating the mouse) Select the desired display location by touching the cursor to the specified display location, clicking the selected display location displayed on the screen with your finger, etc., or the specified key operation assigned to the keyboard The incoming call response by the operation etc., the phonebook display of the corresponding base at the time of the incoming call, the search of the transfer destination displayed in the phonebook, the dial transmission (transfer) by the selection operation is executed.

  FIG. 3 is a functional block diagram of the main part of one embodiment of the centralized relay device according to the present invention. In FIG. 3, the centralized relay table device 5 (5a to 5k) has the same configuration and the same function, and the relay table adapter interface 7 that interfaces with the centralized branch exchange 3 via the relay table adapter devices 4a to 4k. , A control device 8 that basically includes a microprocessor and controls the operation and sequence operation of the entire device, a display control means 9 that functions in the control device 8 by software control, and a display 10 that displays a standby screen and a telephone directory screen , A storage device 11 for storing various data and programs, an input means 12 composed of a keyboard and a mouse, a voice processing means 13 for processing voice data, a voice signal for transmission / reception is converted into voice data, and the voice data is converted into a voice signal. Interface with the transmission / reception interface 14 to be converted, the handset 15 with which the operator makes a call, and the server 6 Equipped with a LAN interface 16 to take a Esu.

  The display control means 9 performs control to display a base display section of a base (area) list supplied from the server 6 on the display (screen) 10 when the centralized relay stand device 5 is activated.

  In addition, when there is an outside line incoming call, the display control means 9 displays the incoming call on the corresponding base display part in the base (area) list displayed on the display 10 and the incoming base display part is clicked to receive the incoming call. When the response is made, control is performed to display a telephone book composed of the extension telephone number of the corresponding base supplied from the server 6 and additional information.

  Further, the display control means 9 does not receive an incoming call response even if the first accumulation threshold (predetermined time tα) elapses after the incoming call display (for example, green) is displayed on the corresponding base display unit of the display 10. In this case, after receiving the incoming call display request supplied from the central branch exchange 3, control is performed to display the base display portion of the display 10 in a caution color (for example, yellow), and after the base display portion is displayed in the caution color. If there is no incoming response even after the second congestion threshold (predetermined time tβ) has elapsed, an incoming call display request supplied from the central branch exchange 3 is received, and the site display unit of the display 10 is Control to display the warning color (for example, red) is performed.

  Further, when the business end request or the business start request is supplied from the server 6 that monitors the business end time and the business start time of each base, the display control means 9 sends the business end request or the business start request to the central office premises. In response to a non-business-hour display request or a business-time display request sent from the centralized branch exchange 3 to the switching center 3, the base display portion of the display 10 displays the non-business-time display color (for example, orange) or the business time. Control to display in the inner display color (for example, light blue) is performed.

  The control device 8 executes control for responding to an incoming call on an outside line and making a call state when a base display unit displayed on the base (area) list displayed on the display 10 is selected and operated with a mouse (input means 12). .

  Further, the control device 8 selects and selects the corresponding extension telephone number from the telephone directory of the corresponding base displayed on the display 10 with the mouse (input means 12), and displays a dedicated line transmission or public line transmission display button. When a selection operation is performed with the mouse, control is performed to dial the corresponding extension telephone.

  Furthermore, the control device 8 responds to the incoming call of the outside line, makes a call with the subscriber telephone (for example, the subscriber telephone TELa), holds the subscriber telephone when dialing to the corresponding extension telephone (for example, the extension telephone TEa), and the extension. After the call with the telephone and the call with the extension telephone are terminated, control such as release of the hold of the subscriber telephone is executed.

  The storage device 11 temporarily stores base (area) list data supplied from the server 6 and telephone book data for each base, and supplies data to the display 10 under the control of the display control means 9.

  If a failure occurs in the server 6 and the supply of base (area) list data or telephone directory data cannot be performed, the relay operation of the centralized relay device 5 is interrupted, so the storage device 11 stores the centralized relay device 5. It is also possible to receive and store the base (area) list data and the telephone directory data for each base from the server 6 at the time of activation of the server 6 so that the relay operation can be continued even if the server 6 fails.

  The voice processing means 13, the transmission / reception interface 14 and the handset 15 (including the headset) are used for calling with a subscriber telephone (for example, a subscriber telephone TELa) after answering an incoming call, and for an extension telephone (for example, an extension telephone) after dialing. Make a call with TEa). In addition, you may provide the audio | voice processing means 13, the transmission / reception interface 14, and the handset 15 (a headset is included) in the relay stand adapter apparatuses 4a-4k.

  Next, the base (area) list and the phone book screen displayed on the display 10 will be described. FIG. 4 is a standby screen of an embodiment of the centralized relay device according to the present invention. In FIG. 4, the standby screen G <b> 1 includes a base display unit of bases (areas) 1 to 40, a plurality of function information keys fk, a message display field fm, a server monitoring status display fs, a software active display fa, and a date / time display fd. Constitute.

  The base display units of bases (areas) 1 to 40 each include an area number f1 representing the base, an area name f2 representing the store name of the base, and the number of overdue calls f3 representing the current number of incoming incoming calls. f2 is displayed in color, and the number of overdue calls f3 varies depending on the number of incoming calls.

  The area number f1, the area name f2 and the number of overdue calls f3 indicate that the incoming line of each base is displayed. When there is an incoming line, the area name f2 changes to an incoming color f4 (for example, green). An incoming call can be known, and an incoming call response can be made by clicking on the base display section where the incoming call is displayed. When an incoming call is answered, a telephone directory registered in advance in the server 6 for each site is automatically popped up on the screen.

  The incoming color f4 (for example, green) changes to a caution color (for example, yellow) when the preset first accumulation threshold tα elapses without receiving an incoming response, and further the second accumulation When the threshold value tβ elapses, the warning color (for example, red) is changed to prompt the operator to respond.

  Further, the area name f2 of the base display part can be set within business hours or outside business hours for each base (area), and by setting the business hours data or the non-business hours data in the server 6, For example, when it is out of business hours, a color f5 outside business hours (for example, orange) is displayed to notify the operator.

  The function information key fk is arranged with information buttons in which information and telephone numbers of each base (area) can be referred to by one-click operation or function key operation on the keyboard. The base (area) list display, telephone book display, Floor store list display, detailed information on each floor and telephone number, area business information, common bulletin board for centralized relay station equipment, standby screen display, dedicated line transmission display and public network transmission display are arranged, The operator who answers the incoming call can use it to easily specify the telephone number of the target base.

  As described above, the incoming call display of the corresponding base display unit according to the present invention changes the display color (for example, yellow, red) in accordance with the passage of time (tα, tβ) from the incoming of the external line. The waiting time can be recognized at a glance, the operator can respond from the longest waiting time, and the service can be improved by shortening the waiting time of the customer as much as possible.

Further, since the base display unit (area name f2) according to the present invention displays the business hours and non-work hours in different display colors for each base, it is possible to notify the operator of the base business end at a glance. It is possible to release the operator from the relay work.

  FIG. 5 shows a telephone directory screen of an embodiment of the centralized relay device according to the present invention. In FIG. 5, the telephone directory screen G2 is divided into tabs for each “Akasana…” extension telephone number of the corresponding base (area) that responds to the incoming call, and additional information such as the building name and floor related to the extension telephone number. The extension telephone number of the target base (area) can be easily searched.

  Clicking the base display section (area name f2) to answer an incoming call will pop up the phone book screen G2 for each base (area) that responds. Select a location to be clicked (Ac1), and then select the dedicated line transmission (Ac2) or public network transmission (Ac3) with a mouse, keyboard, etc., and dial the desired extension telephone. .

  As described above, the telephone directory according to the present invention includes the extension number of the extension terminal of the base (area) and the additional information such as the building information and the floor information where the extension terminal is installed. The target extension terminal can be specified not only from the number but also from the additional information, so that the incoming call can be transferred, and the relay operation can be performed easily and quickly.

  Next, the operation sequence of the centralized relay device 5 (5a to 5k) will be described. FIG. 6 is an incoming call operation sequence diagram of one embodiment of the centralized relay apparatus according to the present invention. The incoming call operation sequence is indicated by the centralized branch exchange 3 and the centralized relay device 5a to 5k.

  When a DI (dial-in) call is received (area 1) to the central branch exchange 3, the central branch private branch 3 identifies area 1 from the DI (dial-in) number in step S1, and the central repeater devices 5a to 5k. The area 1 incoming call display request is transmitted to all, and the centralized relay device 5a to 5k displays the incoming color (for example, green) on the base display unit (area name f2) on the screen.

  When there is no incoming call response from the centralized relay table devices 5a to 5k and the overload threshold value tα elapses, in step S2, the centralized branch exchange 3 sends an area 1 incoming call display request to all of the centralized relay table devices 5a to 5k (attention) Color) and the centralized relay apparatus 5a to 5k displays a caution color (for example, yellow) on the base display section (area name f2) on the screen.

  When there is no incoming response from the centralized relay table devices 5a to 5k and the overload threshold value tβ elapses, the centralized branch exchange 3 sends an area 1 incoming call display request to all the centralized relay table devices 5a to 5k (step S3). Warning color) is transmitted, and the centralized relay device 5a to 5k displays a caution color (for example, red) on the base display section (area name f2) on the screen.

  In step S4, the centralized relay table device 5a responds to the incoming call and transmits a response request to the centralized branch exchange 3. In step S5, a response confirmation notification is transmitted from the centralized site private branch exchange 3 to the centralized relay table device 5a. In step S6, the centralized relay console device 5a enters a call state (during a call) with the customer of the incoming line call.

  In step S7 and step S8, the area 1 turn-off request is transmitted from the centralized branch exchange 3 to the centralized relay table devices 5b to 5k, and received from the base display unit (area name f2) on the screen of the centralized relay table devices 5b to 5k. The display will disappear.

  FIG. 7 is an incoming call sequence diagram of another embodiment of the centralized relay apparatus according to the present invention. The incoming call operation sequence is indicated by the centralized branch exchange 3, the centralized relay table devices 5 a to 5 k and the server 6.

  When a DI (dial-in) call is received (area 1) to the central branch exchange 3, the central branch private branch 3 identifies area 1 from the DI (dial-in) number in step P1, and the central repeater devices 5a to 5k. The area 1 incoming call display request (area 1 incoming color, waiting call 1) is transmitted to all, and the centralized relay device 5a-5k displays the incoming color (for example, green) on the base display section (area name f2) on the screen. indicate.

  When there is no area 1 incoming response for the centralized relay device 5a to 5k and the congestion threshold tα elapses, in step P2, the number of stuck calls is displayed from the centralized branch exchange 3 to all of the centralized relay devices 5a to 5k. The request (area 1 attention color, waiting call 1) is transmitted, and the centralized relay device 5a to 5k displays the attention color (for example, yellow) on the base display unit (area name f2) on the screen.

  When a DI (dial-in) call is received (area 2) at the central branch exchange 3, the central branch private branch 3 identifies the area 2 from the DI (dial-in) number in step P3, and the central repeater devices 5a to 5k. An area 2 incoming call display request (area 2 incoming color, waiting call 1) is transmitted to all, and the centralized relay console devices 5a to 5k assign an incoming color (for example, green) to the base display unit (area name f2) on the screen. indicate.

  When there is no area 2 incoming response for the centralized relay device 5a to 5k and the congestion threshold value tα elapses, in step P4, the number of stuck calls is displayed from the centralized branch exchange 3 to all the centralized relay device 5a to 5k. The request (area 2 attention color, waiting call 1) is transmitted, and the centralized relay device 5a-5k displays the attention color (for example, yellow) on the base display section (area name f2) on the screen.

  In step P5, when the centralized repeater unit 5a responds to the area 1 incoming call and transmits an area 1 response request to the centralized branch exchange 3, in step P6, the centralized branch exchange 3 sends an area 1 response confirmation notification. It transmits to the apparatus 5a. At the same time, in step P7, the centralized relay device 5a transmits an area 1 information acquisition request (area 1 telephone book) to the server 6, and in step P8, the centralized relay device 5a acquires the area 1 information from the server 6. The notification (area 1 phone book) is received and the phone book screen is displayed on the screen. At step P9, the centralized relay console device 5a enters a call state (during a call) with the customer of the incoming line call.

  In step P10, the central branch exchange 3 transmits a request for displaying the number of overdue calls (no area 1 overload) to the centralized relay table devices 5a to 5k, and the centralized relay table devices 5a to 5k display the incoming call in area 1. Turn off the light.

  When there is no area 2 incoming response for the centralized relay device 5a to 5k and the congestion threshold tβ elapses, in step P11, the number of stuck calls is displayed from the centralized branch exchange 3 to all of the centralized relay devices 5a to 5k. The request (area 2 warning color, waiting call 1) is transmitted, and the centralized relay device 5a to 5k displays a warning color (for example, red) on the base display unit (area name f2) on the screen.

  When a DI (dial-in) call is received (area 2) to the central branch exchange 3, the central branch private branch 3 identifies area 2 from the DI (dial-in) number in step P12, and the central repeater devices 5a to 5k. A request for displaying the number of overdue calls (area 2 warning color, waiting call 2) is transmitted to all, and the centralized relay device 5a-5k displays a warning color (for example, red) on the base display unit (area name f2) on the screen. Is displayed.

  In Step P13, the second incoming call for the area 2 has passed the congestion threshold tα, but since the first incoming call for the area 2 has already passed the congestion threshold tβ, 2 The second incoming call of area 2 is treated as a caution color, and the centralized relay console devices 5a to 5k continuously display a warning color (for example, red) on the base display unit (area name f2) on the screen.

  In step P14, when the centralized repeater unit 5b responds to the area 2 incoming call and transmits an area 2 response request (for the first area 2 incoming call) to the centralized branch exchange 3, in step P15, the centralized branch private branch exchange 3 An area 2 response confirmation notification is transmitted to the centralized relay console device 5b. At the same time, at step P16, the centralized relay device 5b transmits an area 2 information acquisition request (area 2 telephone book) to the server 6, and at step P17, the centralized relay device 5b acquires the area 2 information from the server 6. The notification (area 2 phone book) is received, and the area 2 phone book screen is displayed on the screen. At step P18, the centralized relay console device 5b enters a call state (during a call) with the customer of the incoming line call.

  In step P19, since the first area 2 incoming call has ended, the number of overdue calls for the second area 2 incoming call (treatment of attention color in step P13) from the centralized branch exchange 3 to all of the centralized relay stand devices 5a to 5k. The display request (area 2 attention color, waiting call 1) is transmitted to the centralized relay table devices 5a to 5k, and the centralized relay table devices 5a to 5k display the attention color (for example, the area name f2) on the screen. (Yellow) is displayed.

  When the congestion threshold tβ elapses without receiving the second area 2 incoming response, the central branch exchange 3 concentrates the request for displaying the number of overdue calls (area 2 warning color, waiting call 1) in step P20. Transmitting to the relay table devices 5a to 5k, the centralized relay table devices 5a to 5k display a warning color (for example, red) on the base display unit (area name f2) on the screen.

  FIG. 8 is a display sequence diagram of non-working hours and working hours display according to an embodiment of the centralized relay station apparatus according to the present invention. The display operation sequence outside the business hours and within the business hours is indicated by the central branch exchange 3, the centralized relay device 5 a to 5 k and the server 6.

  In step S10, the server 6 is monitoring the area outside the business hours of the area (for example, area 1), and if it is m seconds before the business hours, the area 1 business end request is being operated by the centralized relay device 5a-5k. To one unit (for example, the centralized relay table device 5a). In step S <b> 11, the centralized relay stand device 5 a transmits an area 1 business end request to the centralized branch exchange 3.

  In step S12, the centralized branch exchange 3 transmits an area 1 non-business hours display request to the centralized relay device 5a to 5k, and the centralized relay device 5a to 5k displays the base display unit (area name f2) on the screen. In addition, an area 1 non-business hours display (for example, orange) is displayed. The embodiment shown in FIG. 8 is a case where the centralized relay consoles 5a and 5b are in operation and the centralized relay console 5c is stopped. Only the centralized relay stands 5a and 5b that are in operation are used.

  In step S15, the server 6 monitors the business hours of the area (for example, area 1), and when it is m seconds before the business hours, the server 1 issues a request for starting the business of area 1 to the centralized relay device 5a-5k. It is transmitted to one operating unit (for example, centralized relay device 5b). In step S <b> 16, the centralized relay stand device 5 b transmits an area 1 business start request to the centralized branch exchange 3.

  In step S17, the centralized branch exchange 3 transmits an area 1 business hours display request to the centralized relay table devices 5a to 5k, and the centralized relay table devices 5a to 5k display the base display unit (area name f2) on the screen. In addition, an area 1 business hours display (for example, light blue) is displayed. In the embodiment shown in FIG. 8, only the centralized relay station 5b is in operation and the centralized relay stations 5a and 5c are stopped. The centralized relay console for performing the internal display is only the centralized relay console 5b in operation.

  Sending the area 1 business end request and the area 1 business start request from the server 6 m seconds before the business end time and the business start time, respectively, absorbs the time lag of the display on the centralized relay console devices 5a to 5k. This is to match the work end time and the work start time.

  As described above, the base display data of the base list, the telephone directory phone book data, and the time data within and outside the business hours for each base are connected to the devices (centralized relay stand devices 5a to 5k). Since the data is supplied from the server 6, the data can be set simultaneously to the plurality of centralized relay table devices 5a to 5k, and the efficiency of data setting can be appealed.

  Further, the incoming call display of the base display unit according to the present invention, the display of the business hours and the non-work hours for each base are displayed on all the devices (centralized relay stand devices 5a to 5k) at the same time, so all the centralized relays Since the displays of the platform devices 5a to 5k are common, the relay work of the operator can be made uniform, and the efficiency of the relay work can be improved.

  Further, the color display of the site display unit according to the present invention is executed based on the display request provided all at once from the central site private branch exchange 3 to all the devices (central relay station devices 5a to 5k). Display without time lag can be displayed all at once on the centralized relay device 5a to 5k, and the usability can be appealed.

  As described above, when the centralized relay console devices 5a to 5k according to the present invention detect incoming calls, they display incoming calls at the site names corresponding to incoming calls out of the site display units displaying a list of multiple site names. When responding to an incoming call in response to an operation to select the name of the incoming call, the phonebook of the location corresponding to the location of the incoming call is displayed, and the phone number corresponding to the request of the caller of the incoming call is called. Since it is configured to transfer the incoming call to the extension terminal at the corresponding base based on the selected telephone number based on the selected telephone number, the relay work of a plurality of bases is consolidated at one base, and a small number of people It can be carried out reliably by the operator, and it is possible to improve the efficiency of the work and arrange the operators appropriately.

  The centralized relay table device according to the present invention aggregates and relays a plurality of relay table devices that relay incoming calls at a plurality of sites at a single site, thereby realizing optimization of relay work and operator staffing Therefore, the present invention can be applied to all private branch exchange systems composed of branch private branch exchanges at a plurality of bases and relay stand devices installed at the respective bases.

System configuration diagram of an embodiment of a private branch exchange system to which a centralized relay stand device according to the present invention is applied Embodiment of the relay service according to the present invention Functional block configuration diagram of the main part of one embodiment of the centralized relay device according to the present invention One embodiment of a centralized relay device according to the present invention An embodiment of a centralized relay table device according to the present invention One embodiment of the incoming call operation sequence diagram of the centralized relay stand device according to the present invention Another embodiment of an incoming call sequence diagram of a centralized relay table device according to the present invention One embodiment of a centralized relay station apparatus according to the present invention.

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 Private branch exchange system 2a-2n Base private branch exchange 3 Central branch private branch exchange 4a-4k Attendant adapter device 5a-5k Centralized repeater device 6 Server 7 Relay stand adapter interface 8 Control device 9 Display control means 10 Display 11 Storage device 12 Input Means 13 Voice processing means 14 Transmission / reception interface 15 Handset 16 LAN interface TELa to TELn Subscriber telephone TEa to TEn Extension telephone NTa to NTn, NTx Public network NTy Dedicated line network La, Lb, Lc, Lc, Ld Public line Lm, Ln Dedicated Line Pa, Pb, Pc Call path G1 Stand-by screen G2 Phonebook screen f1 Area number f2 Area name f3 Number of overdue calls f4 Incoming color f5 Outside business hours color fk Function information key

Claims (4)

Outgoing incoming calls to the private branch exchanges installed at each of the multiple bases are received centrally by the centralized private branch exchange installed at the specific base, and the local private branch exchanges corresponding to the incoming incoming calls according to the incoming call acceptance operation for the incoming incoming calls. A centralized relay station device for transferring to extension terminals accommodated in
When the incoming line is detected, an incoming call is displayed at the base name corresponding to the incoming call out of the base display part displaying a list of the plurality of base names, and the incoming call is received according to a selection operation of the base name during the incoming call display. When responding, the phonebook of the base corresponding to the base of the external line incoming call is displayed, the telephone number corresponding to the request of the caller of the external incoming call is selected from the telephone book, and based on the selected telephone number Configured to forward the incoming incoming call to the extension terminal of the base to
The centralized relay stand device characterized in that the base display unit displays the business hours and non-work hours in different display colors for each base.   2. The centralized relay station apparatus according to claim 1, wherein the telephone directory includes additional information such as building information and floor information where the extension terminal is installed, together with an extension number of the extension terminal at the base.   2. The centralized relay device according to claim 1, wherein the incoming call display of the corresponding base display unit changes the display color with the passage of time from the incoming of the outside line. The site display unit data of the site list, the phone book data of the telephone directory, and time data within business hours and outside business hours for each site are supplied from a server connected to the apparatus. 1 or claim 2 Symbol placement centralized attendant apparatus.

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