JPH04265049A - Telephone system - Google Patents

Abstract

PURPOSE:To obtain the telephone system which can connect quickly a call, in the case there is an incoming from a call which is considered that it is desired to execute urgently a speech. CONSTITUTION:The priority of a call is stored in advance in a priority registration memory stored in a main memory 12, and in the case there is no free agent, and such a state as it is necessary to register an incoming call in a queue register stored in the same main memory 12 is generated, the call stored in the priority registration memory is called out preferentially.

Description

[Detailed description of the invention]

0001

[Purpose of the invention]

0002

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a telephone system, and more particularly to a telephone system equipped with an automatic call distribution function (ACD function).

0003

2. Description of the Related Art Conventionally, an ACD function has been known as one of the functions of an electronic private branch exchange (PBX).

[0004] Here, the ACD function means that when a call arrives on a line, the amount of calls processed by each extension phone is equalized to a specific extension phone group preset for this line. If there are no free extensions in the extension group, the incoming call is placed in a queue register, and the caller hears a preset announcement or hold tone and waits until there is an available extension. This is a function that performs waiting processing and, when a free extension telephone is available, reads out the call that was kept waiting in the queue register and causes the call to arrive at the vacant extension telephone.

[0005] To explain the idle waiting process in more detail, first, the system creates an ACD group consisting of a plurality of extension telephones (hereinafter referred to as agent terminals) each having an ACD line that handles incoming calls exclusively. have The ACD group includes operators who actually handle incoming calls.
For each agent (hereinafter referred to as an agent), multiple I
D number is assigned.

[0006] In order for an ACD group to start incoming calls, the agent first logs into the agent terminal using the ID number assigned to him/her, and then the agent performs the task at that terminal. Notify the system that it has started. For example, as an example of a login operation, the log key provided on the agent terminal.
After the operation, when the user dials his or her ID number and operates the log key again, various processes are performed to notify the system that work has begun.

[0007] In this way, the agent who has performed the login operation is registered in the incoming call distribution table, and thereafter processes calls that arrive to the group.

[0008] Here, each ACD group has one representative number (hereinafter referred to as a pilot number).
By dialing this pilot number, an extension telephone or attendant console can make a call to the corresponding group. Calls made to an ACD group are distributed to agent terminals logged in within the group according to a specific call distribution method, that is, so that each agent has an equal amount of call processing. , receive a call.

[0009] In addition, for incoming calls from the trunk, if the pilot number is set in advance as the destination of the trunk,
A call can be made to an agent within the ACD group using the same method as an extension telephone.

[0010] By the way, when all the agents belonging to a corresponding ACD group are on the phone, calls made to that ACD group are held corresponding to each ACD group. First-in, first-out
The agent is set in the queue register of ``st-out'' and is made to wait until a free agent becomes available.

That is, if no call has been set in the queue register yet, it will be set at the beginning, and if other calls have already been set, it will be set following those set data. It then connects to an announcement device or hold sound source and plays a predetermined message or music to the caller, making him or her wait until an available agent becomes available. And glue
When a free agent becomes available in the group, the system reads the call set at the head of the queue register for the group, and instructs the free agent to receive the call, and also calls from the second and subsequent queue registers. The calls that have been set are advanced and set one after another, and the update processing in the queue register is performed.

0012

[Problems to be Solved by the Invention] However, in the conventional system as described above, when there are no free agents in the group, the incoming call is unconditionally transferred to the queue register of the group. This is set at the end of the queue register, so even if there are many calls set in the queue register, or you want to make an urgent call to an urgent or important person, you will not be able to make a call until all the calls set first are read out. There was a problem that I couldn't do it.

The present invention has been made in view of the above-mentioned conventional problems, and provides a telephone system that can quickly connect a call when there is an incoming call from a person who wants to make an urgent call. The purpose is to

[0014]

[Structure of the invention]

[0015]

[Means for Solving the Problems] In order to achieve the above-mentioned object, the present invention provides an incoming call exclusive service which is set in advance for this line and exclusively handles these incoming calls when an incoming call occurs on a line. to a specific telephone extension group that has a
Incoming calls are forwarded so that each extension telephone is processed equally, and if there are no free extensions in the extension telephone group, the incoming call is placed in a queue register and waits for free processing. A telephone system equipped with an automatic distribution function, comprising means for registering call priorities, means for storing call priorities, and means for registering calls in the queue register in descending order of priority. Features.

[0016]

[Operation] In the present invention, when calls to and from an ACD group are registered in the queue register, they are registered in the order according to the predetermined priority order of calls. For such calls, by setting a high priority in advance, even if there are a large number of waiting calls, the calls can be read out from the queue register preferentially and earlier than other calls.

[0017]

DESCRIPTION OF THE PREFERRED EMBODIMENTS An embodiment of the present invention will be described below with reference to the drawings.

FIG. 1 is a block diagram showing a telephone system according to an embodiment of the present invention.

First, to explain the configuration, 2 is an extension telephone interface circuit, which is an electronic key telephone (EKT).
) is an interface circuit that connects an extension telephone 1 with a switch circuit 7 and a central control section 11.

Further, 8 is a station line interface circuit,
This is an interface circuit that connects the office line 9, the switch circuit 7, and the central control section 11.

Reference numeral 6 denotes an attendant console interface circuit, which connects the attendant console (relay stand) 5 to the switch circuit 7 and the central control unit 11.

Further, 4 is an announcement device interface.
This is an interface circuit that connects the announcement device 3 with the switch circuit 7 and the central control section 11. Here, the switch circuit 7 connects the extension line interface circuits 2a to 2n, 2p, the office line interface circuits 8a to 8■, the attendant console interface circuit 6, and the announcement device interface. - forming a communication path with the face circuit 4;

The central control unit 11 also connects the extension line interface circuit 2, the announcement device interface circuit 4, the attendant console interface circuit 6, and the station via the bus 10. It is connected to the line interface circuit 8 and the switch circuit 7, reads the program stored in the main memory 12, and centrally controls each section. Furthermore, a data setting terminal (not shown) such as a teletypewriter can be connected to the central control unit 11, and various data tables stored in the main memory 12 can be changed. I have to.

Next, FIG. 2 shows a queue register 20 for a particular ACD group provided in the main memory 12.
An example is shown, and as shown in the figure, a write counter memory (Tw) 201, a logical extension number (DN) storage memory 202, an extension type (DN type) storage memory (TDNT) 203, and sequentially A priority storage memory (TP) 204 is provided.

In addition to the above-mentioned memory, the queue register 20 is provided with various types of memory for storing data necessary for call processing, but these memories are not directly related to the gist of this embodiment. Therefore, their explanation will be omitted here.

Each of the above memory groups is set to a specific value indicating that there is no data at the time of system start-up or initialization.

That is, the write counter memory 201
A specific value OOH is stored in the memory 20 for storing logical extension numbers.
2 has a specific value FFH stored in the extension type storage memory 203.
is set to FFH, and OOH is set to the priority storage memory 204.

The write counter memory 201 shows the index value of the queue register to be registered next, as well as the number of waiting calls. Also, a memory 202 for storing logical extension numbers and a memory 2 for storing extension types.
03 and the data at the same index position in each table of the priority storage memory 204 are treated as one set of call data.

When a call is read out or abandoned, the data in the queue register 20 is deleted from the queue register memory and is stored at an index position after the deleted data. If data exists, it is moved one by one in the ascending direction of the index, and a specific value indicating no data is set at the end of the data in each table, and at the same time the write counter memory is The contents of 201 are decreased by one.

Next, FIG. 3 shows a priority registration memory 30 similarly stored in the main memory 12, including an extension correspondence memory 301, a trunk correspondence memory 302,
An attendant corresponding memory 303 is provided. A specific value OOH indicating no priority is set in these memory groups at system startup and initial time, and data indicating the priority is stored in the extension correspondence memory 301 and the attendant correspondence memory 303. Day
When the data is transmitted, the data is registered in the trunk corresponding memory 302 when the data is registered.

The configuration of this embodiment has been described above. Next, the ACD queue register vacancy waiting process in this embodiment will be explained with reference to the flowcharts of FIGS. 4 to 7.

First, to explain how to register call priorities, in the case of trunks, when creating various trunk data on a data setting terminal such as a teletypewriter, the corresponding trunk is registered for each trunk port. Register priorities.

That is, to explain this with reference to FIG. 4, the port of the trunk to be set or changed (trunk logical number = DN) is input (step 401), and various data related to the trunk are entered. Set the data.

Then, in step 402, the destination of the trunk is set as one of various data.

Next, if the destination of the call is an ACD group (step 403), the priority order of the corresponding trunk is set (step 404).

As a result, the priority is stored in the area corresponding to the logical number (DN) of the trunk in the trunk correspondence memory 302 of the priority registration memory 30. In this embodiment, as shown in FIG. 3, the data indicating the priority order is indicated by "O" or "1", with "0" indicating no priority order and "1" indicating having a priority order.

Next, the method of registering call priorities in the extension correspondence memory 301 or the attendant correspondence memory 303 will be explained with reference to FIG. Dial a special number for ranking setting (step 502). In addition. , in this case, if there is no need to set the priority, the number of the other party is dialed.

Therefore, in the following step 503, it is determined whether or not an across code for inputting the priority order has been input.
In other words, it is determined whether or not a special number for setting the priority has been dialed, and if it is determined that the special number has been dialed (YES at step 503), the logical number of the extension telephone 2 or attendant console 5 that made the call with that priority (D
Extension correspondence memory 301 or attendant correspondence memory 3 provided with a priority registration table corresponding to N)
The priority is stored in the corresponding area of 03 (step 50
4).

Next, a secondary dial tone is sent to the extension telephone 2 or attendant console 5 that made the call (step 505), and the number of the other party is dialed (step 506). Then, in step 507, a call is made to the dialed party.

[0040]Here, if the called party is the representative number of ACD, step 601 of the flowchart of FIG.
Proceed to.

[0041] In the following step 602, it is checked in accordance with a predetermined call distribution method whether or not there is a free agent in the corresponding group who can receive a call.

[0042] If there is an agent who can receive the call (step 602), the call is received to the corresponding agent (step 603).

On the other hand, if there is no agent who can receive calls (step 602), it is further checked whether there is space in the queue register 20 of the group concerned (step 602).
Step 604).

[0044] If there is no space in the queue register 20 (step 604), the call is routed to the attendant console.
5 or UNA (Universal Night
Answer) A bell is transferred (step 605).

On the other hand, if there is space in the queue register 20 (step 604), each corresponding priority registration memory 3 determines whether or not a priority is set for the corresponding call.
The determination is made by examining the applicable areas 01 to 303 (step 606).

That is, for example, if the calling party is extension telephone 2, depending on the contents of the area corresponding to the logical number (DN) of the calling party in the extension priority registration table 301,
It is checked whether priority is set.

Here, if the priority order has not been set (NO in step 606), the process advances to step 607, and the index position indicated by the write counter memory 201 of the ACD queue register 20 of the relevant group, that is, the wait Memories 202, 203, 20 of matrix register 20
At the end of step 4, the calling party's logical extension number (DN), type and priority of the logical extension number (DN) are stored as necessary data, and the contents of the write counter memory 201 are incremented by one.

On the other hand, if the priority order is set (
Step 606), the priorities registered in the priority registration table corresponding to the logical extension number (DN) of the extension and the calls already registered in the queue register 20 corresponding to the ACD group. A process is performed in which the values of the data priority order table 204 are compared sequentially from the beginning (step 608).

[0049] Then, in the next step 609,
When an index position lower than the caller's priority is found, subsequent call data is moved one by one in the descending direction, and the caller's logical content number is stored in the corresponding position in each memory 202, 203, 204. (DN), logical extension number (DN) type and priority, and write counter memory 2
Increase the contents of 01 by one.

For example, if the extension with logical extension number 1 to which the priority is set to "1" is grouped in the queue register 20 as shown in the upper row of FIG. 2, the priority of the queue register 20 When searching for priority "0" from the beginning of the storage memory 204, Q
Since the call with index 1 has a priority of "1", it has a lower priority than the calling party. Therefore, the calls after Q index 1 are moved downward one by one, and the values indicating the caller's DN, DN type, and priority, that is, 01, 00, 01, are stored at Q index 1, and the write The counter memory 201 is increased by one, and each memory has the contents 201' to 204' shown in the lower part of FIG.

On the other hand, in these queue registers 20, when a free agent or a new agent occurs in the group, the process shown in FIG. 7 is executed, that is, when a free agent or a new agent occurs (step 701). Next, find a group of vacant agents (step 702), and check whether there is data in the queue register for the group (step 703).

Here, if it is data (step 70
3) Read the data at the head of the queue register for the group (step 704), and send the call to the vacant agent using the corresponding logical extension number (step 7).
05).

Next, the data in the queue register is updated, the second and subsequent registered call data are moved one by one toward the beginning, and the value in the write counter memory 201 is decremented by one. (Step 706).

[0054] At the end of the call, the extension correspondence memory 301 and the attendant console are stored in the priority order registration table.
It is assumed that in the logical extension number memory 303, the area corresponding to the logical extension number is cleared to a specific value "0" indicating no priority.

In this way, in this embodiment, the call priorities are registered in advance in the priority registration memory 30, and
There are no free agents at the time of incoming call, queue register 20
The contents of the high priority queue register 20 are re-registered by comparing the priorities of calls registered in The waiting time in the call queue register 20 can be reduced.

Note that in this embodiment, the queue register 2
When registering to 0, the registration is performed according to the priority order, but the registration may be performed in order, and the reading may be read according to the priority order.

[0057] Furthermore, in this embodiment, regarding the priority order,
Although the explanation has been made using two types, ``1'' with priority and ``0'' without, it is also possible to rank the priority when there is priority and perform detailed call processing.

[0058]

As described above, the present invention includes a means for registering call priorities, a means for storing call priorities, and a method for registering calls with higher priorities at the head of a queue register. When all agents in a group register incoming calls to a busy ACD group in the queue register, they register them in order according to a preset call priority. I try to do this, so
In the case of important or urgent calls, by setting a high priority in advance, even if there are many waiting calls, the important or urgent calls are read out from the queue register preferentially than other calls, and the important or urgent calls are connected. Waiting time can be reduced.

[Brief explanation of the drawing]

FIG. 1 is a block diagram of a telephone system showing one embodiment of the present invention.

FIG. 2 is a configuration diagram of a queue register used in the telephone system shown in FIG. 1;

FIG. 3 is a configuration diagram of a priority registration memory used in the telephone system shown in FIG. 1;

FIG. 4 is a flowchart showing a call priority registration method in the case of a trunk.

FIG. 5 is a flowchart showing a method for registering call priorities in the case of an extension telephone or an attendant console.

FIG. 6 is a flowchart showing a method of registering a call in a queue register when an incoming call is received in an ACD group.

FIG. 7 is a flowchart showing a processing procedure when reading call data from a queue register.

[Explanation of symbols]

1 Extension telephone 2 Extension interface circuit 3 Announcement device 4 Announcement device interface circuit 5
Attendant console 6 Attendant console interface circuit 7 Switch circuit 8 Office line interface circuit 9 Office line 10 Bus 11 Central control unit 12 Main memory 20 Queue register 30 Priority registration memory

Claims (1)

[Claims] Claim 1: When an incoming call occurs on a line, each extension telephone is assigned to a specific extension telephone group that has an incoming call dedicated line that is preset for this line and handles these incoming calls exclusively. Equipped with an automatic call distribution function that transfers incoming calls so that calls are processed evenly, and if there is no free extension telephone in the extension telephone group, the incoming call is placed in a queue register and processed as a free telephone. A telephone system comprising: means for registering call priorities; means for storing call priorities; and means for registering calls in the queue register in descending order of priority. system.