JP5654401B2 - Incoming and outgoing call monitoring system for telephone system - Google Patents

Description

  The present invention relates to an outgoing / incoming operation monitoring system in a telephone system.

  In a conventional telephone system, for example, a so-called call center system in which a plurality of operators handle telephone calls to customers, the maintenance person determines that the system device is operating normally when a call from the customer arrives at the operator. ing. However, if the time when the operator does not receive the call continues, it cannot be determined whether the call from the customer is not received or whether the system or the device is faulty. In this case, discovery may be delayed with respect to the occurrence of the failure.

  Patent Document 1 relates to a failure search control method and a failure search control system in a mobile communication system, and discloses a technique for automatically determining the presence or absence of a failure. In a system having a mobile terminal, a base station, an exchange station, and a monitoring station, a call processing alarm due to squelch disconnection or the like in wireless communication between the mobile terminal and the base station is provided. The call processing alarm is stored in the storage unit of the data management center, the collected call processing alarm is searched by the failure determination unit, the number of call processing alarms within a certain period is compared with a threshold value, and the call processing alarm is When the number exceeds the threshold value, it is determined that the failure is the location that causes the call processing alarm. Also, a bit error rate measurement test is performed based on the failure determination to confirm the occurrence of the failure. Patent Document 2 discloses a line test function of an exchange having a self-line test function, and can perform an internal loop test or an external loopback test by automatically switching.

JP-A-8-256120 JP-A-4-342350

  However, in Patent Document 1, although it is possible to automatically determine the presence or absence of a failure, if there is no incoming call from the mobile terminal, the state is that the incoming call is not received and the presence or absence of a device failure cannot be determined. There is. Then, since the judgment condition for the device failure occurrence is the case where the number of collected call processing alarms exceeds the threshold by comparing the number of collected call processing alerts within a certain period and the threshold, the occurrence of failure when the number of collected call processing alerts is below the threshold In this case, it is not possible to determine that a device failure has occurred, and there is a problem that discovery of the device failure is delayed. Furthermore, in Patent Document 2, the switch automatically performs a self-line test that eliminates the need for a conversation with a maintenance person to detect a failure of the line control device, and also detects a device failure of the switch itself locally. Normal operation of the entire system (that is, a line accommodation device, a telephony control device, a CTI server device, an IVR server device, an aggregation server device, a MIS monitor device) in a telephone system such as a call center system. There is a problem that failure monitoring that integrates the entire system is not possible.

  An object of the present invention is to solve the above-mentioned problems and to provide an outgoing / incoming operation monitoring system in a telephone system that can autonomously determine a failure of the telephone system via a public network.

In order to achieve the above object, the present invention provides an outgoing / incoming operation monitoring system in the following telephone system.
(1) A call origination / termination operation monitoring system in a telephone system connected to a public network, wherein a pseudo call control unit for sending a pseudo call to the public network, and the pseudo call is included in an incoming call received from the public network A pseudo incoming call recognizing unit for recognizing an incoming call of the pseudo call when the incoming call is received, and determining whether or not the telephone system is faulty according to whether or not the incoming call of the pseudo call is recognized Incoming operation monitoring system.
(2) If the pseudo incoming call recognition unit does not recognize the incoming pseudo call within a predetermined time after the pseudo call is originated, it is determined that the telephone system is faulty. The outgoing / incoming operation monitoring system according to 1).
(3) The case where the pseudo call recognition unit recognizes the arrival of the pseudo call within a predetermined time after the pseudo call is transmitted, and the time difference between the call origination time and the call arrival time is a set value. The call monitoring system according to the above (1), wherein if there is more than, it is determined that there is a failure in the telephone system.
(4) The outgoing / incoming operation monitoring system according to (2) or (3), wherein an alarm is output when it is determined that the telephone system is faulty.
(5) The outgoing / incoming operation monitoring system according to any one of (1) to (4), wherein the pseudo-call is periodically transmitted.
(6) The pseudo call is transmitted when there is no incoming call from the public network to the telephone system within a set time interval, according to any one of (1) to (5), Call monitoring system.
(7) The call origination / termination operation monitoring according to any one of (1) to (6), wherein the pseudo call is generated by adding information identifying the pseudo call to a calling number or a calling subaddress. system.
(8) The telephone system described above in (1) to (1), wherein the total of pseudo calls included in the incoming calls received from the public network and the total of incoming calls other than the pseudo calls are separately managed. The outgoing / incoming operation monitoring system according to any one of (7).
(9) The outgoing / incoming operation monitoring system according to any one of the above (1) to (8), wherein the telephone system is a call center system in which an operator performs a telephone service for a customer.

According to the first aspect of the present invention, it is possible to obtain an outgoing / incoming operation monitoring system in a telephone system that can spontaneously determine a fault in the telephone system via a public network.
According to the second aspect of the present invention, when the incoming call of a pseudo call is not recognized within a predetermined time, it can be determined that the telephone system is faulty.
According to the third aspect of the present invention, it is possible to determine a failure in the telephone system even when an incoming pseudo call is recognized within a predetermined time.
According to the invention which concerns on Claim 4, it can alert | report to a maintenance person etc. that there is a failure in a telephone system.
According to the invention which concerns on Claim 5, the failure determination of a telephone system can be performed regularly.
According to the invention of claim 6, the failure determination of the telephone system can be performed when there is no incoming call in the telephone system within the set time interval.
According to the seventh aspect of the present invention, a pseudo call can be easily identified from an incoming call that has arrived at the telephone system.
According to the eighth aspect of the present invention, incoming calls can be managed except for pseudo calls that arrive at the telephone system.
According to the invention of claim 9, it is possible to obtain a call center incoming / outgoing operation monitoring system in a call center system capable of voluntarily determining a failure of the call center system via a public network.

It is a figure which shows one Example of the outgoing / incoming operation | movement monitoring system in the telephone system which concerns on this invention. It is a figure which shows an example of a structure of the total server apparatus in the Example of FIG. It is a figure which shows an example of a structure of the CTI server apparatus in the Example of FIG. It is a figure for demonstrating an example of the structure which concerns on the transmission / reception of the pseudo call in the Example of FIG. It is a figure which shows an example of the disconnection sequence of the incoming call in a CTI server apparatus. It is a figure which shows an example of the disconnection sequence of the incoming call in an IVR server apparatus. It is a flowchart which shows an example of the call origination / termination operation | movement monitoring process in one Example of this invention. It is a figure which shows an example of the information format for identifying the pseudo call incoming from the public network in one Example of this invention. It is a flowchart which shows an example of the pseudo call incoming process in one Example of this invention. It is a flowchart which shows an example of the process after the IVR server transfer of the call in one Example of this invention. It is a figure which shows an example of DB format of the memory | storage part of the total server apparatus in one Example of this invention. It is a figure which shows an example of the display content of the MIS monitor apparatus in one Example of this invention.

Hereinafter, embodiments of the present invention will be described with reference to the drawings.
FIG. 1 is a diagram showing an embodiment of an outgoing / incoming operation monitoring system in a telephone system according to the present invention. In this embodiment, a call center system will be described as an example of a telephone system, but the present invention is not limited to this. As shown in FIG. 1, in a call center system, a line accommodating device 101, a telephony control device 102, a CTI (Computer Telephony Integration) server device 103, a totaling server device 104, an IVR (Interactive Voice Response) server connected to the public network 100 A device 105, a MIS (Management Information System) monitor device 106, a terminal (telephone 107, client PC 108), and the like are connected to each other.
Here, the line accommodating apparatus 101 includes a line control unit 111. The telephony control device 102 includes a telephony control unit 112, a telephone interface unit 122, a line interface unit 132, and a CTI interface unit 142. The CTI server apparatus 103 includes a client control unit 113, an ACD (Automatic Call Distribution) control unit 123, a CTI control unit 133, and an aggregation control unit 143. The ACD control unit 123 includes a monitoring processing unit 153. The aggregation server device 104 includes an aggregation DB (database) storage unit 114 and a monitoring unit 124. The IVR server device 105 includes a scenario control unit 115, an IVR control unit 125, a SIP (Session Initiation Protocol) / voice control unit 135, and a totaling control unit 145. The IVR control unit 125 includes a monitoring processing unit 155.

  In the call center operation, when a call from the public network 100 arrives at the line accommodating apparatus 101, the incoming call is temporarily queued under the control of the telephony control apparatus 102. At the same time, the CTI server apparatus 103 via the CTI interface from the telephony control apparatus 102 is queued. Notify that queued.

  In the CTI server apparatus 103, a telephony control apparatus is selected so that an ACD control unit 123 selects an operator as a destination (even call reception function), and receives an incoming call to the terminal (telephone 107) of the operator who previously selected the destination of a queuing call. A request is made to 102 and the telephone 107 is received. Simultaneously with the incoming call, incoming information on the terminal (client PC 108) of the operator is notified from the CTI server device 103 to the client PC 108, and the telephone 107 can respond by operating the client PC 108. In the series of incoming processing, the aggregation control unit 143 of the CTI server device 103 counts the number of incoming calls, the number of responses, and the like as the aggregation result, notifies the aggregation server device 104, and the aggregation DB storage unit 114 of the aggregation server device 104 Accumulate in (database).

  The MIS monitor device 106 refers to the summary DB (FIG. 11A) stored in the summary server device 104, and displays the MIS information (number of incoming calls / number of responses / responses) on the screen of the MIS monitor device 106 in real time. (Call center operation information such as abandonment number / overflow number) and display the operation status to the call center manager. Also, for incoming calls from the public network 100, depending on the incoming DI (dial-in) number, the incoming call is temporarily queued under the control of the telephony control device 102, and then the IVR server device 105 is controlled by the CTI server device 103. The scenario control unit 115 of the IVR server apparatus 105 executes the scenario control by performing a voice response and, if necessary, inputting the PB signal from the caller's telephone, and the group of operators ( Then, an operator is selected from the incoming group by the ACD control unit 123 (equal incoming call function), and the incoming call to the operator is performed in the same manner as described above.

  FIG. 2 is a diagram showing an example of the configuration of the aggregation server device in the embodiment of FIG. In the figure, the aggregation server device 104 includes a storage unit 2 and a monitoring unit 3. The storage unit 2 includes an aggregation DB 21, a monitoring aggregation DB 22, and a MISDB 23. The aggregation server device 104 stores information in the DB (FIG. 11) by notifying the storage unit 2 of the aggregation server device 104 of the information counted and counted by the CTI server device 103. The aggregation DB 21 (FIG. 11A) is DB information for outputting an aggregation report in call center operation, and accumulates information (information such as the number of incoming calls / the number of responses / the number of abandons / the number of overflows). The monitoring tabulation DB 22 (FIG. 11B) is DB information for outputting information accumulated by a pseudo call according to the present invention, and pseudo call tabulation information (information such as transmission information / incoming information) is accumulated. ing. The MISDB 23 (FIG. 11C) stores failure information (failure occurrence time / alarm information) as a result of making / receiving a pseudo call, and can be displayed in real time from the MIS monitor device 106.

  The aggregation server device 104 includes the monitoring unit 3 and realizes monitoring by the pseudo call originating / receiving operation according to the present invention. The monitoring unit 3 includes a summary DB read processing unit 31, a monitoring processing unit 32, a transmission processing unit 33, a client interface 34, a monitoring summary DB reading processing unit 35, an operation setting file read processing unit 36, and a monitoring schedule management processing unit 37. Prepare. The monitoring processing unit 32 operates from the operation setting file reading processing unit 36 with operating conditions (threshold information on the number of times of failure determination, monitoring mode (operation mode for whether to make a pseudo call when the incoming call is busy), operation log output folder information, etc.) In the monitoring schedule management processing means 37 (pseudo call origination monitoring start to end time zone in calendar days, pseudo call origination interval in each time zone, most busy time setting in each time zone, etc. ), And the total DB read processing means 31 reads the number of incoming calls, the number of operator responses, and the number of IVR responses in the total DB 21 to determine the current incoming call status and response status and instruct the outgoing call processing means 33 to send a pseudo call. To do. The transmission processing unit 33 realizes pseudo transmission. When a transmission is made from the processing unit 33, a transmission request is made to the CTI server device 103 via the client interface 34, and the CTI server device 103 receives the telephony control device 102. The telephony device 102 transmits a pseudo call to the public network 100 via the line accommodating device 101.

  This pseudo call is looped back on the public network 100 and an incoming call to the own call center system as a transmission destination occurs. This incoming call arrives from the line accommodation apparatus 101 to the telephony control apparatus 102, temporarily queues the incoming call, and simultaneously notifies the telephony control apparatus 102 that it has been queued to the CTI server apparatus 103 via the CTI interface. It will be. The monitoring total DB reading processing means 35 writes the pseudo call transmission time, the incoming time, and the incoming status in the monitoring total DB 22 when a pseudo call is made.

  FIG. 3 is a diagram showing an example of the configuration of the CTI server apparatus in the embodiment of FIG. In the figure, the CTI server apparatus 103 includes an ACD control unit 301, a CTI control unit 302, an aggregation control unit 303, and a client control unit 304. The CTI server device 103 performs CTI interface communication with the telephony control device 102 by the CTI control unit 302, and when the incoming call queuing is notified from the telephony control device 102, the ACD processing unit in the ACD control unit 301 At 312, it is determined whether the call is a pseudo call or an incoming call that is not a pseudo call. When the ACD processing unit 312 identifies the call as a pseudo call, the monitoring processing unit 311 performs the pseudo call processing, and then passes through the totaling control unit 303 to the monitoring totalization DB 22 of the totaling server device 104 (FIG. 11B). Output the summary results.

  FIG. 4 is a diagram for explaining an example of the configuration relating to the outgoing / incoming pseudo call in the embodiment of FIG. In this example, the CTI server device (ACD processing unit) 103 includes an incoming call processing unit 163 and a pseudo incoming call recognition unit 173 as a configuration not shown in FIG. Further, the total server device (transmission processing unit) 104 includes a pseudo transmission control unit 134 and a soft phone 144. FIG. 5 is a diagram illustrating an example of a pseudo incoming call disconnection sequence in the CTI server apparatus 103. FIG. 6 is a diagram showing an example of a pseudo incoming call disconnection sequence in the IVR server device 105. The pseudo call is transmitted from the pseudo transmission control unit 134 of the totaling server device (transmission processing) 104 to the soft phone 144, and the soft phone 144 passes through the telephony control device 102 and the line accommodating device 101 to the public network. A pseudo call is sent to 100. Thereafter, when a pseudo call arrives from the public network 100 to the line accommodating apparatus 101, the telephony control apparatus 102 issues an incoming call queuing notification to the CTI server apparatus (ACD processing unit) 103. The pseudo incoming call recognition unit 173 of the CTI server device (ACD processing unit) 103 determines whether the notified incoming call is a pseudo incoming call. If the incoming call is a pseudo call and not an incoming call to the IVR server device 105, the CTI server device 104 disconnects the incoming call (FIG. 5). In the case of an incoming call to the IVR server apparatus 105, the CTI server apparatus (ACD processing unit) 103 requests the incoming call queued to the telephony control apparatus 102 to be transferred to the IVR server apparatus 105, and the telephony control apparatus 102 Perform the transfer process. After receiving the transfer to the IVR server device 105, the IVR server device 105 disconnects the incoming call (FIG. 6).

  As described above, according to the present invention, the pseudo call control unit 134 that spontaneously sends a pseudo call to the public network 100, and the incoming call received from the public network 100 recognizes the arrival of the pseudo call when the pseudo call is included. And a pseudo incoming call recognition unit 173. Then, a fault determination of a telephone system such as a call center system is performed based on whether or not the pseudo call recognition unit 173 recognizes the incoming call of the pseudo call. The determination that there is a failure can be made, for example, when the pseudo incoming call recognition unit 173 does not recognize the incoming call of the pseudo call within a predetermined time after the pseudo call is sent. This can be performed when the pseudo incoming call recognition unit 173 recognizes the incoming of a pseudo call within a predetermined time and the time difference between the outgoing time and the incoming time of the pseudo call exceeds a set value. Furthermore, when it is determined that there is a failure in the system, an alarm can be output. The alarm can be performed by sound, light, vibration, screen display, print output, or the like, but is not limited thereto.

  The pseudo call transmission by the pseudo call control unit 134 can be performed periodically, and can be performed when there is no incoming call from the public network 100 within the set time interval. The pseudo call can be generated by adding information identifying the pseudo call to the calling number or the calling sub address. Furthermore, the total of pseudo calls included in incoming calls received from the public network and the total of incoming calls other than pseudo calls can be managed separately.

  FIG. 7 is a flowchart showing an example of a call outgoing / incoming operation monitoring process according to an embodiment of the present invention. Hereinafter, a series of processes in the monitoring of outgoing / incoming calls will be described. First, an operation setting file is read as an initial setting when performing an incoming call process (step S401). In the previous step S401, after the operation setting is read, the monitoring schedule information for monitoring the incoming call is read (step S402). Based on the information read in steps S401 and S402, the monitoring mode (no incoming call monitoring / periodic monitoring) is determined (step S403). When the monitoring mode for non-incoming monitoring is selected in the previous step S403, the totaling DB 801 (FIG. 11A) is read (step S404). In step S404, the number of incoming calls read from the summary DB 801 (FIG. 11A) is compared with the number of incoming calls at the previous monitoring time to determine whether or not there is an incoming call (step S405). If there is an incoming call, the number of incoming calls for next monitoring is stored (step S406), and the process ends. If there is no incoming call, a pseudo call for monitoring is transmitted (step S407). If the monitoring mode for periodic monitoring is selected in the previous step S403, a pseudo call for monitoring is transmitted as in the case of no incoming call (step S407).

  In the case where a pseudo call transmission is performed in the previous step S407, the transmission time is stored (step S408). After storing the pseudo call origination time in the previous step S408, it is determined whether or not a pseudo call has arrived from waiting for the pseudo call arrival time (step S409). If there is an incoming pseudo call, it is determined whether the time difference between the outgoing time and the incoming time of the pseudo call exceeds a preset value (step S410). If there is no incoming pseudo call, the system stops. Is output as an alarm (step S411), and the process ends. If the time difference between the outgoing time and the incoming time of the pseudo call exceeds the set value in the previous step S410 (time has elapsed), a delay alarm is output (step S412), and the process is terminated. If the time difference between the call origination time and the call arrival time is within the set value (within time), the process is terminated without outputting a delay alarm.

  FIG. 8 is a diagram showing an example of an information format for identifying an incoming pseudo call from the public network according to an embodiment of the present invention. In this figure, the type of public network (ISDN network, IP network), calling number (own line number * T), and destination number (DI number accommodated in own call center) are stored as information. For example, when a pseudo call is made, if the public network is an ISDN network, the source line number * T (for example, 031234567 * T, where T indicates the calling subaddress) is specified as the calling number and the calling subaddress. Then, the destination is sent to a DI (dial-in) number accommodated in the own call center.

  In pseudo transmission, a pseudo call is returned from the public network and received, so when incoming queuing information is transmitted to the CTI server device via the telephony control device, the calling sub address T is detected from the calling number and the calling sub address. Thus, it can be recognized as a pseudo call. Similarly, when the public network is an IP network, the CTI server apparatus can recognize T as a pseudo call by detecting T (T is information below * of the from information) from the calling party number. In the pseudo call determination process (FIG. 9), which will be described later, the pseudo call is recognized by this T (information other than T can be used to indicate the pseudo call TEST), so that the response operation is not performed and the incoming call is monitored. Since it is determined to be good, there is no charge.

  FIG. 9 is a flowchart showing an example of the pseudo call incoming processing in one embodiment of the present invention. In this process, it is determined whether the incoming call is a normal incoming call or a pseudo-call incoming call (calling number is indicated by “own line number * T” (FIG. 8)). The procedure will be described below. First, when there is an incoming call notification to the CTI server (step S601), incoming call processing starts. Next, it is determined whether the incoming call is a normal incoming call or a pseudo-call incoming call based on whether or not T is included in the calling number of the incoming call (step S602). In the case of a normal incoming call (without T), the process proceeds to an incoming call process (S603). On the other hand, in the case of a pseudo call incoming (with T), the process proceeds to a monitoring totaling output process (step S606).

  In the case of a normal incoming call in the previous step S602, an incoming call process for determining the call destination operator or the call destination IVR is performed (step S603). In the previous step S603, the totaling output processing is performed in the totaling DB 21 through the incoming call processing (step S604). In the previous step 604, an incoming call by an operator or an IVR is made through an incoming call process and a total output process (step S605), and the process ends. On the other hand, in the case of a pseudo call incoming in the previous step S602, a monitoring total output process is performed on the monitoring total DB 22 (FIG. 11B) (step S606). After the monitoring aggregation output process in the previous step S606, the presence / absence of an IVR server is determined (step S607). If there is no IVR server, the call is disconnected (step S608), and this process is terminated. If there is an IVR server, the call is transferred to the IVR device (step S609), and this process ends.

  With the processing shown in FIGS. 7 and 9, it is possible to confirm whether normal operation is possible including a telephone system such as a call center system and a network. For example, this processing is desirably performed efficiently so as to aim at a time zone when there is no incoming call, and is performed so as not to impede high traffic, such as reducing the burden on the traffic to the network.

  FIG. 10 is a flowchart showing an example of processing after the call is transferred to the IVR server in one embodiment of the present invention. This figure shows a case where a pseudo-call incoming (calling number is indicated by “own line number * T” (FIG. 8)) in the incoming call judgment processing and a call to the IVR server exists. This is processing after transfer. First, a call is received by the IVR server (step S701). It is determined whether the incoming call is a normal incoming call or a pseudo-call incoming call depending on whether or not T is present in the calling number of the incoming call (step S702). In the case of a normal incoming call (without T), the process proceeds to IVR incoming call process scenario execution (step S703), and in the case of a pseudo incoming call (with T), the process proceeds to the monitor total output process (step S706) of the monitor total DB22.

  In the case of a normal incoming call in the previous step (S703), a totaling DB21 totaling output process is performed (step S704). In the previous step, the IVR incoming call processing scenario execution, the totaling output process, the operator incoming call, or the call disconnection at the end of the scenario (step S705) is finished, and this processing is finished. On the other hand, if the incoming call is a pseudo call in step S702, the call is disconnected (step S707) through the monitoring and totaling output process (step S706), and this process ends. Since this process does not respond to the pseudo call, it is possible to monitor the outgoing / incoming operation without charging the public network.

  FIG. 11 is a diagram illustrating an example of the DB format of the storage unit 2 (total DB 21, monitor total DB 22, MISDB 23) of the total server device 104 according to an embodiment of the present invention. As shown in FIG. 11A, the aggregation DB 801 stores the aggregation time, the number of incoming calls, the number of operator responses, the number of IVR responses, the number of non-responses, the number of abandons, and the like. As shown in FIG. 11B, the monitoring totalization DB 802 stores pseudo outgoing time, pseudo incoming time, pseudo incoming, and IVR pseudo incoming. As shown in FIG. 11C, the MISDB 803 stores the failure occurrence time and alarm information.

  FIG. 12 is a diagram showing an example of display contents of the MIS monitor device in one embodiment of the present invention. In the operation information 901, as shown in FIG. 12A, it is divided into operator information and incoming call group information, and the current operation state of the call center is displayed. In the operator information, information is displayed for each operator, and an operator extension number, an operator state, and a telephone state are displayed. The incoming call group information is information classified into operator groups according to the DI number received from the public network and the scenario operation of the IVR device. The information is displayed for each incoming call group. The number of incoming calls, the number of responses, the number of non-responses, and abandonment There are numbers.

  As shown in FIG. 12B, the monitoring information 902 is divided into pseudo transmission information and monitoring alarm information, and displays history information of outgoing / incoming calls at the time of pseudo transmission. The pseudo call information includes pseudo call time, pseudo call, and IVR pseudo call. The monitoring alarm information includes alarm occurrence time and information. When there is no pseudo incoming call or IVR pseudo incoming call, the alarm occurrence time, the generated phenomenon and the coping method are displayed in the monitoring alarm information.

  The information shown in FIGS. 11 (A) to 11 (C) and FIGS. 12 (A) and 12 (B) is collected by the MIS monitor device 106 using the summary DB 801 (FIG. 11 (A)) and the monitor summary DB 802 (FIG. 11 ( B)), the operation information 901 (FIG. 12A) and the monitoring information 902 (FIG. 12B) can be displayed with reference to the contents of the DB of the MISDB 803 (FIG. 11C).

  As described above, in the present invention, for example, even when the time when incoming calls do not enter the call center continues, the incoming / outgoing calls to the public network are performed spontaneously as pseudo-calls, and the occurrence of a device failure can be well separated. In addition, the call center operation total information and the pseudo call failure total information can be managed separately so that the total result is not affected by the incoming and outgoing of the pseudo call. In the conventional outgoing / incoming operation monitoring, when the time during which incoming calls do not come in continues, it is not possible to determine whether or not a device failure has occurred, but according to the present invention, by making a pseudo call and recognizing this, Therefore, it is possible to properly determine whether or not a system failure has occurred and manage the result of the failure counting.

2: storage unit (21: aggregation DB, 22: monitoring aggregation DB, 23: MISDB), 3: monitoring unit, 101: line accommodation device, 102: telephony control device, 103: CTI server device, 104: aggregation server device, 105: IVR server device, 106: MIS monitor device, 107 to 108: terminal (telephone, client PC), 201: aggregation DB, 202: monitoring DB, 203: MISDB, 301: ACD control unit, 302: CTI control unit, 303: Total control unit, 304: Client control unit

Claims (8)

An outgoing / incoming operation monitoring system in a telephone system connected to a public network,
A pseudo call control unit for sending a pseudo call to the public network;
A pseudo incoming call recognition unit that recognizes an incoming call of the pseudo call when the incoming call received from the public network includes the pseudo call;
Determining the failure of the telephone system based on whether or not the pseudo call recognizer recognizes the incoming call of the pseudo call ; and
The outgoing / incoming operation monitoring system, wherein the pseudo call is sent when there is no incoming call from the public network to the telephone system within a set time interval .   2. The telephone system according to claim 1, wherein after the pseudo call is transmitted, if the pseudo call recognition unit does not recognize the pseudo call reception within a predetermined time, the telephone system is determined to be faulty. Outgoing / incoming operation monitoring system.   When the pseudo incoming call recognition unit recognizes the incoming of the pseudo call within a predetermined time after the pseudo call is issued, and the time difference between the outgoing time and the incoming time of the pseudo call exceeds a set value 2. The outgoing / incoming operation monitoring system according to claim 1, wherein the telephone system is determined to have a fault.   4. The outgoing / incoming operation monitoring system according to claim 2, wherein an alarm is output when it is determined that the telephone system is faulty.   The outgoing / incoming operation monitoring system according to any one of claims 1 to 4, wherein the pseudo call is periodically sent. The pseudo call, outgoing call operation monitoring system according to any one of claims 1 to 5, characterized in that it is generated by adding information for identifying the pseudo call to the calling number or originating subaddress. The telephone system, claim 1-6, characterized the aggregate of the pseudo call included in the incoming call received from the public network, to the managed separately and the incoming call other than the pseudo-call aggregate The outgoing / incoming operation monitoring system described in 1. The outgoing / incoming operation monitoring system according to any one of claims 1 to 7 , wherein the telephone system is a call center system in which an operator performs a telephone service for a customer.

Images