JPS61278259A - System for distributing incoming call to switchboard - Google Patents

Abstract

PURPOSE:To decide in details a switchboard suited to each incoming call type by deciding a switchboard possible for handling to an incoming call of each call type in the order of incoming depending on the switchboard class and the operator class to distribute the incoming call. CONSTITUTION:The incoming call of each call type incoming one after another is registered entirely on one incoming queue, where each call is in queue. On the other hand, the idle chain of the switchboard consisting of one group for all boards constitutes an idle chain in the order of becoming idle at first and in the order of FIFO. Each switchboard is acquired only when the switchboard class and the operator class are suited to the call type of each incoming call. When not suited, the switchboard is restored to the original location of the switchboard idle chain and the next switchboard is subjected to trial.

Description

DETAILED DESCRIPTION OF THE INVENTION (Industrial Field of Application) The present invention relates to a storage program-controlled switching system including a switchboard, and in particular, for distributing incoming calls requiring operator intervention to a switchboard capable of handling them. Concerning switchboard incoming call distribution system.

(Prior art) Conventionally, this type of switchboard incoming call distribution method has been based on the switching system's outgoing trunk line selection method, in which the switchboards to which distribution is distributed are divided into several groups according to the call types handled by the switchboards. (This is called a switchboard group), and several switchboard groups are placed in order of priority for each type of incoming call, and each switchboard group is capable of handling incoming calls of that call type. It has been common practice to seize and select the first vacant switchboard in accordance with the priority order and distribute incoming calls. FIG. 2 shows a concrete example of this, in which several groups o, ■ are set in advance for each incoming call type (incoming call groups a, b, . . . i).

2, shows a control system that selectively captures a switchboard from n.

(Problems to be Solved by the Invention) In the conventional switchboard incoming call distribution system described above, in advance,
Switchboards must be configured and set up to handle various types of incoming calls, even if
Several types of correspondence between incoming call types and switchboard groups are available depending on traffic patterns and network conditions.

Even though it was possible to select it, it had to be set in advance. In other words, it is necessary to prepare a switchboard group to handle all types of incoming calls in advance, and to appropriately select the number of switchboards belonging to that switchboard group, and to create the switchboard group configuration. Split losses were unavoidable, and the usability of general-purpose switchboards had to be limited to a certain limit except in special circumstances. Furthermore, it is difficult to respond immediately to slight fluctuations in traffic volume.

On the other hand, from the point of view of switchboard operators, not all operators are able to handle incoming calls of all call types, and operators are divided into call types that they can handle depending on their level of skill. is generally limited. A new handler can only handle general application connection calls, whereas a highly skilled lead handler can handle only very general application connection calls.

The difference was largely due to human error, as the system was able to respond to difficult-to-handle complaints. Under these circumstances, in the conventional method mentioned in 1-1 above, the type of incoming call distributed to each switchboard is determined in advance according to the traffic pattern, that is, the time of day. It is necessary to know the call distribution system and decide which handler should sit at which switchboard, which inevitably creates a sense of cumbersomeness when it comes to the arrangement of handlers.

(Means for Solving the Problems) The present invention provides a means for handling incoming calls that require operator intervention in a storage program-controlled electronic switching system that includes a telephone exchange connection by an operator. In a switchboard incoming call distribution method that distributes calls to available switchboards, instead of selecting a switchboard on a first-come, first-served basis from a predetermined switchboard group assigned to each call type, each switchboard at that time A switchboard that can handle incoming calls for each call type is determined on a first-come-first-served basis based on the switchboard class assigned to the switchboard class and the handler class assigned to the handler sitting at the switchboard, and the switchboards that can handle incoming calls are determined on a first-come, first-served basis. It was designed to be distributed.

In this way, in the switchboard incoming call distribution system of the present invention,
Unlike the conventional system described above, the switchboard group configuration corresponding to the type of incoming call is not used. The switchboards are all configured as a group of switchboards, except for a group of dedicated boards that are temporarily configured for a special purpose as described later.

Basically, therefore, all seated switchboards will be captured on a first-in-first-out (FIFO) basis for all incoming calls. However, when selecting and acquiring this switchboard, the class information of the operator sitting at the switchboard and the switchboard class information given to the switchboard itself are considered as selection factors, and the class information that matches the incoming call is Among the switching boards, the one with the highest priority according to the FIFO rule is selected and captured, and the incoming call is distributed to that switching board.

Here, the operator class is class data that specifies call types that can be handled and call types that cannot be handled according to the skill level of each operator. It is set and updated from time to time according to the experience and skill level of the person. In addition, the switch class is not normally used, but it is used to configure a dedicated switch that only distributes incoming calls of a certain type of call in order to deal with special traffic situations, or to configure a training switch. This is class data for configuring an incoming call exclusive console that does not distribute incoming calls of a given call type, and is set for each switchboard number when necessary.

These operator classes and switchboard classes are set independently when necessary, but when a certain operator sits at a switchboard and enters the operator number manually.

A logical sum of both classes is created, which is taken as the current switchboard class, and is used as reference data for switchboard selection for subsequent incoming calls, and is used as the reference data for switchboard selection for subsequent calls, and is the switchboard class that matches the switchboard and its seated operator. Only incoming calls are distributed to that switchboard (!:).In this way, it is not necessary to configure a switchboard group in advance, and for each type of incoming call, the matching switchboard can be determined in detail. Can distribute calls.

(Example) Next, embodiments of the present invention will be described with reference to the drawings.

FIG. 1 is a schematic diagram showing a switchboard personal call distribution control system according to an embodiment of the present invention, in which each incoming call type a in an incoming call queue is
, b, c, . . . and shows the configuration of the empty switchboard chain and the selected and captured switchboards. All incoming calls of various call types that arrive one after another are registered in one incoming call queue (or the incoming call queue can be queued in multiple queues for each call type, as in the conventional system shown in Figure 2). and meet up.

As shown in Figure 1, the vacant chain of switchboards with a 10,000-unit, all-one-group configuration is configured in FIFOO order from the one that becomes free first, and each switchboard has the settings at that time. switchboard class, that is, the call type that the switchboard cannot handle (this is represented by a, c, b, etc. in the diagram,
all indicates that all call types can be handled), or an instruction to create a dedicated console for a certain call type (this is indicated by no in the figure), and the operator class of the operator sitting on the switch at that time, i.e. Call types that the handler cannot handle (these are indicated as a and c in the diagram)
, b, etc., and allJ indicates that all call types can be handled)
, and is captured only when the switchboard class and operator class match the call type of each incoming call. If there is no match, the switch is returned to its original position in the free switch chain and the next switch is tried. In this way, the switchboard with the highest priority that matches the switchboard incoming call type is captured and the incoming call is distributed.

(Effects of the Invention) As explained above, the switchboard incoming call distribution system of the present invention appropriately determines in advance the switchboard group configuration that handles each switchboard incoming call type and the number of switches belonging to each switchboard group. There is no need to set it up, and all incoming calls can be distributed to the switchboard as much as possible depending on the switchboard and the class of the operator sitting on the switchboard, avoiding division losses caused by configuring a switchboard group. This has the effect of realizing highly efficient use of a general-purpose switchboard.

In addition, sudden changes in traffic can be easily handled by controlling only the number of users. Furthermore, for switchboard operators, there is no need to consciously choose a switchboard to sit at depending on the traffic situation, i.e. month, day, and time; no matter which switchboard they are seated at, they only need to enter their own operator number. Since only incoming calls of call types that can be handled are distributed, it is easy to select a seat at the switchboard, which also has the effect of making it easier to consider the appropriate placement of handlers.

[Brief explanation of the drawing]

FIG. 1 is a schematic diagram showing a control system based on an incoming call distribution system for a switching board according to an embodiment of the present invention, and FIG. 2 is a schematic diagram showing an incoming call distribution control system for a switching board based on a conventional system. a, b, c...Incoming call group. 0.1.2...Vehicle group.

Claims (1)

[Claims] In a switchboard incoming call distribution system in which an incoming call requiring operator intervention is distributed to a switchboard capable of handling the call at the time in a storage program-controlled electronic switching system that includes a telephone switch connection by a handler. , instead of selecting a switchboard on a first-come, first-served basis from a switchboard group assigned to each predetermined incoming call type, the switchboard class assigned to each switchboard at that time and the seat on that switchboard are selected. A switchboard incoming call distribution method characterized in that the switchboards that can handle incoming calls of each call type are determined on a first-come-first-served basis and the incoming calls are distributed based on the handler class assigned to the handler. .