JP2000333224A - Method for automatic distribution of incoming call to private branch of exchange and system therefor - Google Patents

Abstract

PROBLEM TO BE SOLVED: To automatically add/delete a distributed call arrival destination depending on an index of a reply time. SOLUTION: The system adopting this incoming call automatic distribution method has a management information system MIS 70 consisting of a storage section 72 in which a threshold of a wait time until each incoming call is replied together with a 1st extension group 40 distributing an incoming call as an initial value and a basic section 71 adding a 2nd extension group 50 to the 1st extension group that measures a wait time until each distributed incoming call is replied, obtains a ratio G of the total number of incoming calls within a unit time to the number of incoming calls replied within a wait threshold time as a management index GOS, and distributes the incoming calls when the GOS is smaller than a prescribed value. An automatic incoming call distribution section ACD 60 uniformly distributes succeeding incoming calls to the 1st extension group and the 2nd extension group through the setting of the MIS 70. Furthermore, when the GOS is discriminated to have the prescribed value or over, designation of the 2nd extension group is deleted.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an automatic call distribution system for automatically distributing an incoming call from an external line to an extension of an automatic private branch exchange (hereinafter referred to as PBX) to a reception desk or the like according to traffic. ACD)
Method and apparatus.

[0002]

2. Description of the Related Art Conventionally, the above-described ACD system efficiently processes an incoming call, equalizes and reduces the load on a reception desk, etc.
And to reduce the waiting time for each caller and to operate the PBX efficiently.
068104 JP, JP-A-06-105356, JP-A-07-33
Japanese Patent Application Laid-Open No. 6446 discloses that the extension of a destination is controlled by statistical information.

[0003] In other words, the "line trunk automatic blocking system" disclosed in Japanese Patent Application Laid-Open No. 05-068104 reduces the number of waiting calls from a terminal in order to reduce the waiting time of the caller and reduce the load on the receiver and the PBX. Then, the average waiting time of the incoming call and the blocking time in the time pattern are inputted and registered in the external computer. The central processing unit notifies the computer of the incoming line waiting state information of the central office trunk. This information is also stored in the computer when the reception desk becomes empty and responds to the central office trunk. The computer compares the current number of incoming calls during waiting and the average waiting time with the blocking setting value, and when the time is equal to or more than the predetermined time or when the time pattern is a predetermined time, an instruction to block the office trunk is issued and the trunk of the office trunk is issued. Capture one and make the incoming call busy.

Japanese Patent Laid-Open Publication No. 06-105356 discloses a "statistical automatic call distributing apparatus" in which the automatic call distributing function of a PBX is controlled by an external computer in order to equalize the work load of the reception desk operator. For this purpose, the PBX sends incoming call information such as ACD call incoming information and response information to a Management Information System (MIS), and performs statistical processing by the MIS and stores it in a memory. Then, a statistical distribution control factor is calculated, a priority reception desk is determined, and the priority reception desk is recorded in the reception desk.

[0005] Japanese Patent Application Laid-Open No. 07-336446 discloses an "electronic switching system for automatically distributing incoming calls" for the purpose of evenly distributing incoming calls to reception desks. Value, the standard value of the waiting time for each time, and the total reception work time per unit time, the deviation value against the reference value, the waiting time after the last reception completion, and the deviation value against the reference value are calculated for each reception desk The incoming call is distributed to the reception desk with a light load according to the calculated value during the last unit time.

[0006]

As described above, although the traffic of the extension of the destination is determined based on the statistical information and the distribution destination is changed, the addition or deletion of the extension of the destination is already performed. Is not yet disclosed.

An object of the present invention is to automatically add a destination,
It is an object of the present invention to provide a method and an apparatus for automatically distributing incoming calls of a private branch exchange, which can realize further efficiency by performing deletion.

[0008]

According to the present invention, there is provided a method for automatically distributing incoming calls, wherein a predetermined threshold value is set in a waiting time until each incoming call is answered, and a first threshold value for uniformly distributing incoming calls as an initial value.
Set the extension group, distribute the incoming call to the first extension group, measure the waiting time until the response to each distributed incoming call, within the waiting time threshold for the total number of incoming calls per unit time The service management index is determined by calculating the ratio of the number of incoming calls that are answered, and if this service management index is smaller than a predetermined management reference value, the second extension group that distributes incoming calls evenly outside the first extension group Is set, and the subsequent incoming call is equally distributed to the first extension group and the second extension group.

After the second extension group has already been designated as described above, if it is determined that the service management index determined for the next incoming call is equal to or greater than a predetermined management reference value, the second extension group is designated. Delete the extension group specification of.

An automatic incoming call distribution apparatus according to the present invention comprises: an incoming call measuring means for measuring the number of incoming calls to the extension of the private branch exchange; and a waiting time until each incoming call is answered. A first extension group that is set to distribute incoming calls as an initial value and a second extension group to which distribution of incoming calls is not initially set; and a threshold for managing services. The storage means in which the management reference value is registered, and each time a response of each incoming call is detected, the number of all incoming calls within a unit time before that time and the answer within a unit time within a waiting time threshold are returned. Ratio to the total number of incoming calls,
A management index calculating means for calculating a management index,
The management index calculated by the management index calculation means is compared with the management reference value stored in the storage means. If the management index is smaller than the management reference value, the second extension group is used as an extension for evenly distributing incoming calls. Is added to the first extension group and set.

[0011]

Next, an embodiment of the present invention will be described with reference to the drawings.

FIG. 1 is a block diagram of an embodiment of a private branch exchange system using an automatic incoming call distribution apparatus according to the present invention.

The automatic incoming call distribution device of this embodiment comprises an automatic incoming call distribution module ACD60 and a management information system MIS70. The automatic incoming call distribution module ACD60 is the first of the set destinations of incoming call distribution. A storage unit 62 in which a second extension group is registered, and a database in which extension information is stored
63 and a basic unit 61 that instructs the PBX 30 to distribute incoming calls evenly to extensions.
The storage unit 72 in which the threshold value of the waiting time, the service management reference value, and the service management index GOS are registered, a database 73 in which statistical information of an incoming call transferred from the ACD 60 is stored, and the storage unit 72 and the database 73 Depending on the stored data,
And a basic unit 71 for determining the distribution destination of the incoming call and instructing the ACD 60.

The PBX 30 includes an automatic call distribution module ACD60.
From the public network 10 via the trunk circuit 20 to the plurality of extensions 41, 41 of the first and second extension groups 40, 50.
Distribute incoming calls to 42, 51, 52.

In each of the embodiments according to the present invention, the following service management index GOS (Grade of Service) is defined for the waiting time until each incoming call is answered, and the threshold (for example, within 30 seconds) is defined. Etc.) are set.

GOS = (number of calls answered within the threshold) 閾 値
(Total number of incoming calls) x 100 (%) That is, the service management index GOS is the total number of incoming calls that arrived within a unit time (for example, 30 minutes or 1 hour) from the time when the response of the incoming call was detected. It is a ratio of the total number of incoming calls answered within the waiting time threshold (30 seconds) to the number of calls, and the closer the GOS value is to 100%, the more it can be determined that the call center is operating normally.

The threshold value of the waiting time is set by an administrator of the system, and is stored in the storage unit 72 of the MIS 70.
It is said that ordinary callers can tolerate the waiting time until answering to a certain extent, but they often abandon the call if there is no answer after waiting for 20 to 30 seconds or more. Is determined in consideration of the balance between the sender's psychology and the processing time of the equipment.

Further, the MIS 70 refers to the waiting time threshold value stored in the storage unit 72 and calculates the GOS in real time based on all the incoming calls of the unit time before the incoming call each time the PBX 30 receives an incoming call. Is updated and stored in the storage unit 72.

[Explanation of Operation of Embodiment] Next, the operation of the embodiment will be described in detail with reference to FIG. Public network 10
The call that arrives at the PBX 30 from the PBX 30 through the trunk circuit 20 is set by the ACD 60 so that the call is equally distributed to the extensions 41 and 42 in the extension group 40. The statistical data of the incoming call is stored in the database 73 by the MIS 70, and the GOS is calculated in real time and stored in the storage unit 72.

FIG. 2 shows the processing of the basic unit 71 of the MIS 70. Each time an incoming call is answered by an extension or the caller detects that the call has been abandoned (step S1),
The GOS is calculated in real time (step S2), and it is checked whether the value exceeds the service management reference value (for example, 80% or 75%) (step S3).

The service management reference value is a GOS threshold value set by an administrator of the system, and is a value stored in the storage unit 72. As this reference value approaches 100%, the operating time for unnecessary waiting of extension equipment becomes longer, while if it is too low, the equipment will be full operation but the service to the caller will be extremely reduced, It is necessary to determine the balance between the operational efficiency of the equipment and the quick response service.

When the number of incoming calls does not exceed the capacity of the PBX 30, the value of the normal GOS becomes a normal service value exceeding the service management reference value, and the incoming calls are transferred to the extensions 41 and 42 of the extension group 40 as initially set by the ACD 60. It is distributed (step S5).

However, when the number of incoming calls increases, the number of calls that are not answered within the reference value or the number of calls that are abandoned increase, and the GOS decreases. When GOS falls below the service management reference value, the MIS 70 instructs the ACD 60 to newly add the extensions 51 and 52 of the extension group 50 to the destination (step S4). The ACD 60 that has received the instruction distributes the incoming call to both the extension group 40 and the extension group 50 (step S5).

As described above, by adding a destination when the GOS falls below the service management reference value, it is possible to reduce the waiting time of an incoming call and reduce the number of abandoned calls.

Next, a second embodiment of the present invention will be described with reference to FIG.
This will be described with reference to FIG.

In the second embodiment, as shown in FIG. 3, after the determination whether the value of GOS exceeds the service management reference value (step S13), whether a destination is added (steps S14 and S16). Is added to the steps of the first embodiment, and the instruction to delete the destination to the ACD (step S17).

After it is determined that the GOS is below the normal service value, it is determined in step S14 whether the additional destination has already been designated, as shown in FIG. This is for preventing further instructions for adding a destination even if only the extension group 50 is used. The destination addition instruction (step S15) is for extension group 5
Only sent if 0 has not already been added.

If there is a third extension group (not shown in FIG. 1), as in the first embodiment, step S
It is also possible to omit 14 and instruct this extension group to be added to the destination (step S15).

The determination in step S16 is for determining whether or not to transmit a destination deletion instruction (step S17) to the ACD. In the case of FIG. 1, the traffic of the PBX 30 decreases,
When the OS becomes the normal service value and the processing can be performed only by the first extension group 40, the incoming call to the second extension group 50 becomes unnecessary. In step S16, it is determined whether or not the second extension group 50 has already been added to the destination, and if it has been added, an instruction to delete the second extension group is issued (step S17).

Similarly, when there are two or more extension groups that can be added, addition and deletion are automatically performed.

As described above, by automatically increasing or decreasing the number of extension destinations to be distributed according to the increase or decrease in incoming call traffic of the PBX 30, there is an effect that the system can be operated more efficiently.

Therefore, even if the traffic increases, the waiting time until the connection of the customer does not increase, giving a good impression to the customer, reducing the number of abandoned calls, and reducing the loss of missing a business opportunity. It becomes possible.

[0033]

As described above, according to the present invention, the ratio of the number of incoming calls whose waiting time until response is within the management reference value to the total number of incoming calls is compared with the management reference value as an index, and the extension group of the distribution destination is determined. By automatically increasing or decreasing the length of the incoming call, it is possible to prevent the waiting time of the incoming call from being prolonged, and it is possible to efficiently operate the PBX equipment.

[Brief description of the drawings]

FIG. 1 is a system configuration diagram according to a first embodiment of the present invention.

FIG. 2 is a flowchart showing the operation of the first embodiment.

FIG. 3 is a flowchart of a second embodiment.

[Explanation of symbols]

 10 Public network 20 Trunk circuit 30 PBX 40 First extension group 50 Second extension group 60 Automatic call distribution unit, ACD 61 Basic unit 62 Storage unit 63 Database 70 Management information system, MIS 71 Basic unit 72 Storage unit 73 Database S1 ~ S5 、 S11 ~ S18 Step

Claims (6)

[Claims] In an automatic incoming call distribution method for automatically distributing an incoming call from an outside line to a private branch exchange to an extension according to traffic, a predetermined threshold value is set for a waiting time until each incoming call is answered. A first extension group that evenly distributes incoming calls is set as an initial value, an incoming call is distributed to the first extension group, and a waiting time until a response to each of the distributed incoming calls is measured. The ratio of the number of incoming calls answered within the waiting time threshold to the total number of incoming calls, hereinafter referred to as a management index,
And comparing the management index with a predetermined management reference value, and if the management index is smaller than the management reference, a second
A method for automatically distributing incoming calls, comprising: setting an additional extension group to the first extension group; and distributing subsequent incoming calls equally to the first and second extension groups. 2. After the second extension group has already been designated, when the management index determined at the time of the next incoming call is determined to be equal to or greater than the predetermined management reference value, the second extension group is designated.
2. The method for automatically distributing incoming calls according to claim 1, wherein the extension group is deleted from the distribution destination. 3. A method according to claim 1, wherein a plurality of said second extension groups are provided, and when the management index falls below a management reference value, these extension groups are sequentially designated in a predetermined order to distribute incoming calls. The automatic incoming call distribution method described in the above. 4. A storage unit connected to the private branch exchange and storing instruction information, a database storing information on extensions for distributing incoming calls and statistical information on incoming calls, and storing information on the storage unit and the database. A processing unit for calculating a statistical distribution control factor from incoming call information transmitted from the private branch exchange, and instructing the private branch exchange to distribute incoming calls from outside lines to a plurality of extensions. Incoming call automatic distribution apparatus, incoming call measuring means for measuring the number of incoming calls to the extension of the private branch exchange, and the waiting time until each incoming call is answered, respectively, is set for the waiting time A first extension group set to distribute incoming calls as an initial value, a second extension group not initially set to distribute incoming calls, and a management group for managing connection services. A storage unit in which the reference value is registered, and each time a response of each incoming call is detected, the number of all incoming calls within a unit time before the response detection time, and a response within a threshold value of the waiting time in the previous period within the unit time. Management index calculating means for calculating a ratio to the total number of received calls, hereinafter referred to as a management index, and comparing the management index calculated by the management index calculating means with a management reference value stored in the storage means. When the management index is smaller than the management reference value, the second extension group is assigned to the first extension group as an extension for evenly distributing incoming calls.
And a distribution extension adding means for setting the extension in addition to the extension group. 5. The additional extension deletion unit according to claim 4, further comprising an additional extension deletion unit that deletes, from the distribution destination, the second extension group additionally set by the extension addition unit when the management index becomes equal to or more than the management reference value. Automatic incoming call distribution device. 6. A plurality of management reference values and a plurality of second extension groups corresponding to the plurality of management reference values are registered in the storage unit, and the distribution extension adding unit stores the plurality of management reference values in accordance with the plurality of management reference values. 5. The automatic incoming call distribution device according to claim 4, wherein two extension groups are additionally designated.