JP2001257779A - Incoming call management unit and incoming call management method - Google Patents

Abstract

PROBLEM TO BE SOLVED: To realize a call center by means of video telephones by receiving data sent from multiple information channels of the same physical channel through the same physical channel. SOLUTION: In the call center for managing incoming calls arrived to the video telephones altogether, the video telephones use multiple logical channels, and the call center controls the video telephones such that calls from one video telephone are reached altogether to either one of the video telephones.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an incoming call management device for managing incoming calls collectively for a plurality of communication lines, and more particularly, to setting and using a plurality of logical channels on one physical line. The present invention relates to an incoming call management device that manages incoming calls by integrating a plurality of communication circuits capable of performing the incoming call.

[0002]

2. Description of the Related Art A call center that receives orders, inquiries, complaints, and the like by telephone draws a plurality of telephone lines to accommodate many customers. In order to use these multiple telephone lines efficiently, there is a representative service. In this service, a representative group is formed by a plurality of telephone lines, and a free line is selected from the representative group and received.

[0003] As a method of selecting an idle line to receive a call,
For example, in NTT, there are two types of selection methods, a sequential search method and a round robin method.

[0004] The sequential search method is a method in which lines are given priority and the availability is always monitored from the upper line, and when all logical channels of the upper line are busy, the next line is selected (FIG. 8). (A)).

The round robin method is a method in which, when a new incoming request is made, an empty logical channel is previously selected and the next line after the incoming line is selected (FIG. 8).
(B)). This method can distribute the load on the center line.

[0006] In addition, telephone, facsimile,
ISDN (Integrated Service) is a digital communication network that integrates telex, data communication and videotex networks.
s Digital Network).

[0007] The bit rate of ISDN is basically 64 kbit / sec in accordance with the digital transmission of telephone, and two 64 kbit / sec logical channels are prepared in consideration of simultaneous use of a plurality of terminals. A basic interface is provided by adding a 16 kbit / s line for transmitting control signals such as a dial signal and a call signal. This is called BRI and is represented as "2B + D". B is 64k
The bit / second information channel, D, means the control signal channel. k bits / sec is a unit indicating the transmission speed.

When a faster channel is required, a primary interface of 1536 kbit / s is used. This is divided into 23 information channels and one control signal channel and used. This is called PRI and is expressed as "23B + D".

[0009] NTT's INS64 has become widespread in ordinary households.
1500 have become popular. INS64, INS15
00 is an NTT proper noun indicating BRI and PRI, respectively.

[0010] By combining these services, ISD
Representative service and ISDN that form a representative group with N lines
There is also a representative service where both lines and conventional telephone lines are mixed.

With the advent of the ISDN service, communication at 128 kbit / sec or more can be performed by using a plurality of information channels, and a communication device using a communication speed of 128 kbit / sec or more has been realized.

A videophone uses two of these information channels. The videophone first secures a line between the first information channel on the user side and the first information channel on the call center. After the first line is secured, a line is secured between the second information channel on the user side and the second information channel on the call center. As a result, a communication speed of 128 kbit / sec can be used, and voice and image data can be transmitted.

[0013]

A call center using a videophone is considered using these technologies.

[0014] As described above, a videophone can transmit audio data and image data transmitted from a plurality of information channels,
This can be realized by receiving on a plurality of information channels.

[0015] Since these data are transmitted separately for each information channel, the receiving side must collectively receive these data.

However, in the method of selecting an empty line used by a conventional call center, a problem occurs in any of the sequential search method and the round robin method.

That is, in the sequential search method, when a plurality of logical channels are open to a higher line, the first incoming call and the second incoming call are connected to the same physical line. However, when only one logical channel is open to the upper line, the first incoming call and the second incoming call are connected to different physical lines. Also, even if a plurality of logical channels are open to the upper line, there is a time difference of about 4 to 10 seconds between the first incoming call and the second incoming call. Are not received on the same physical line.

The time required from when the first incoming call is requested to the time when the incoming call is actually received and the line is secured, the time required to exchange various information between the apparatuses after the first communication starts, and the information exchange If the time required to request the second incoming call is adjusted, a time difference of 4 to 10 seconds occurs.

In the round robin method, for example, N
In the round robin method in INS64 of TT, a physical line different from the previous one is selected, so that it is not connected to the same physical line continuously, so it is not suitable for a call center using a videophone.

In the round robin method for the PBX INS extension, the order of arrival can be arbitrarily determined.
For example, if there are 1, 2 logical channels on the physical lines A, B, C, respectively, A1, A2, B1, B2, C
Even if it is set so that the call arrives in the order of 1, C2 (continuously on the same physical line), similar to the sequential search method, if the first call arrives at A2, the second call arrives at B1 Therefore, the first incoming call and the second incoming call arrive on different lines. Also, if another incoming call interrupts between the first incoming call and the second incoming call, the first incoming call and the second incoming call will arrive on different lines.

For this reason, in the conventional method of selecting an empty line in a call center, data transmitted from a plurality of information channels of one physical line is received by a plurality of physical lines, and the same videophone is used. Failed to receive all the data, and the video phone did not work.

The present invention solves the above-mentioned problems of the prior art, and realizes a call center using a videophone by receiving data transmitted from a plurality of information channels of the same physical line on the same physical line. As an issue.

[0023]

Means for Solving the Problems The invention according to claim 1 is:
In the incoming call management method of collectively managing incoming calls to a plurality of communication devices, the communication device uses a plurality of logical channels, and transmission from the same information source is transmitted to one of the communication devices. , So that they can be received at once.

According to a second aspect of the present invention, there is provided an incoming call management device for collectively managing incoming calls to a plurality of communication devices, wherein the communication device uses a plurality of logical channels, and uses a plurality of logical channels. A receiving unit that can receive an incoming request signal from an information transmission source, a transmitting unit that transmits the incoming request signal received by the receiving unit to the communication device, and a transmission unit that transmits the same And a control unit for controlling transmission of the incoming call request signal from the information transmission source to one of the communication devices.

The plurality of logical channels according to the first or second aspect are constituted by BRI and PRI in which a plurality of logical channels can be set on one physical line. In addition, a plurality of logical channels can be configured by collecting a plurality of even one logical channel in one physical line.

According to the first or second aspect of the present invention, data from the same information source is transmitted to the communication device in a paired form, so that communication of a type using a plurality of logical channels is performed. The use of the device is possible even when there are a plurality of communication devices of this type. For example, it is a type of communication device such as a videophone or a router of a personal computer.

According to a third aspect of the present invention, in the incoming call management method for collectively managing the reservation of a plurality of communication lines, the communication line is a communication line in which a plurality of logical channels can be set and used. The securing of communication lines by transmission from the same information source is controlled so as to be integrated into one of the communication lines.

According to a fourth aspect of the present invention, in the incoming call management device for managing the reservation of a plurality of communication lines collectively, the communication line is a communication line that can set and use a plurality of logical channels. A receiving unit capable of receiving an incoming request signal from an information transmitting source, a transmitting unit transmitting the incoming request signal received by the receiving unit via the communication line, and transmitting the transmitting unit by the same information transmitting source And a control unit for controlling the transmission of the incoming request signal from one of the communication lines.

The securing of the communication line according to the third or fourth aspect is performed for each logical channel.

According to the third or fourth aspect of the present invention, the incoming request signals from the same information source are transmitted over a communication line in a paired form. For example, even if a PBX or the like is not provided in a call center, a communication device using a plurality of logical channels can be used even when there are a plurality of communication devices of this type.

The fifth aspect of the present invention provides the first or third aspect.
In the described invention, control is performed based on sender information.

The invention according to claim 6 is the invention according to claim 2 or 4
In the invention described in the above, an information storage unit for storing sender information attached to data received by the receiving unit is provided, and control is performed based on the sender information.

The sender information described in claims 5 and 6 is, for example, a calling address, a calling subaddress, a reason for non-notification in the case of ISDN, and the same when all or some of them match. It is determined that the data is from the source.

The terminating request signal corresponds to, for example, a selection signal from the user's house to the exchange or a call signal from the exchange to the call center. A selection signal is transmitted from the user's home, and a call signal is received at the call center, thereby securing a line. And after the line is secured,
Audio data and image data necessary for a videophone or the like can be transmitted or received.

[0035]

DESCRIPTION OF THE PREFERRED EMBODIMENTS A case where the present invention is applied to a PBX will be described as a first embodiment of the present invention.

The information source is the user's home videophone,
The communication device is a videophone at a call center. The incoming call management device is a PBX.

FIG. 1 is a schematic diagram of a digital communication network connecting a user home 2 and a call center 1.

The user home 2 and the exchange 3a in the telephone station 3 are connected by one subscriber line A, and the user home 2 receives a BRI service. For subscriber line A,
You are using a traditional telephone line. In the user's home 2, a videophone 2a is installed.

The PBX (Private Branc) in the call center 1
h eXchange) 11 and the exchange 4a in the telephone office 4
Are connected by two subscriber lines B, and these subscriber lines B
Receives the service of ISN64, and forms a representative group with a plurality of subscriber lines, in this embodiment, five subscriber lines B, and also receives a representative handling service.

Exchanges in each telephone station (3a and 4a)
Are connected by a trunk line C, which is capable of multiplex transmission.

FIG. 2 shows a call center 1 using a videophone.
FIG. 2 is a block diagram showing a system.

The call center 1 includes a PBX 11 connected to a plurality of subscriber lines B and a plurality of video phones 12 connected to the PBX 11.

The PBX 11 is an incoming call management device that comprehensively manages incoming calls from a plurality of subscriber lines B and controls which of the plurality of video phones 12 is to receive a call.

The PBX 11 and the plurality of videophones 12 are 12
They are connected by a physical line 13 having a communication speed of 8 kbit / s or more, and this physical line 13 constitutes a plurality of information channels of 64 kbits.

Normally, it is more efficient to increase the number of videophones than the number of subscriber lines forming the representative group (limited to those receiving the service of ISN64). In the embodiment, the videophone 1 of the call center
The number of 2 is five.

The PBX 11 includes a receiving unit 11a from a plurality of subscriber lines B, a transmitting unit 11b to the physical line 13, a database 11c capable of accumulating and storing caller information and the time of an incoming call. And a routing 11d for controlling whether to receive a videophone call. The database 11c does not need to be built in the PBX, and may be externally attached. When there is an incoming call request, if the originating address, originating sub-address, or originating address is not notified, the reason is transmitted as non-notification reason prior to the transmission data. This data is the sender information. The calling address is the telephone number of the caller, and the calling subaddress is a number that can be arbitrarily assigned by the user for each terminal or each channel.

FIG. 3 is a chart showing a data table stored in the database.

In this data table, a number is assigned to each physical line 13 and a number is assigned to each logical channel so that connection start time and caller information are stored for each logical channel. It has become.

Next, a method for controlling incoming calls will be described with reference to the flowchart shown in FIG.

First, the videophone 2a in the user's home 2
To call the call center 1. When connecting to a call center by videophone, two logical channels must be open. In the present embodiment, since a BRI is assumed, both logical channels need to be open. In the case of a PRI, two or more logical channels need to be open.

When a call is made from the videophone 2a to the call center 1, first, one of the logical channels of the subscriber line A and one of the logical channels of the subscriber line B forming the representative group secure a line. 1 requesting an incoming call (step 1). A method of selecting a logical channel for securing a line from the subscriber line B is determined in accordance with the search method or the round robin method when receiving the representative service, and is selected according to this selection method.

When an incoming call is requested (an incoming request signal is received from the telephone station), the PBX 11 obtains a calling address,
It is compared with the originating address in the data table (step 2).

First, a logical channel matching the sender information is searched from the data table of the database (step 3).

From this user home 2 via the subscriber line A,
Since there is no line connected to call center 1 yet,
The source address stored in the data table does not include the source address of the incoming call request (NO in step 3).

Since the calling addresses do not match, a search is made for a physical line 13 that does not use any logical channel (step 4).

If there is a physical line 13 that does not use any logical channel (YES in step 4), it arrives at one of the logical channels of the physical line 13 (step 7).

When there are a plurality of physical lines 13 in which no logical channel is used, a method of selecting a line to be received may be determined by prioritizing the lines and receiving a call to a higher-ranking line, or There is a method of searching in order from the next line which received the last call so as not to concentrate on one place.

If there is no physical line 13 that does not use any logical channel (NO in step 4), a physical line 13 having a free logical channel is searched for (step 5).

Then, if there is a physical line 13 having a free logical channel, it arrives at a logical channel among the physical lines 13 which has the oldest connection start time of the used logical channel ( (YES in step 5).

If there is no physical line 13 having a free logical channel (NO in step 5), the incoming call is rejected (step 5).
6).

When the call is received, the connection start time and the calling address are stored in the database 11c in the data table of the line number and logical channel number of the call (step 1).
0).

Next, if the first connection is successful, one of the logical channels of the second logical channel and the logical channel of the call center secures a line and requests the call center to receive a call (step 1).

Then, the call center acquires the calling address and compares it with the calling address stored in the database (step 2).

When the first connection is made to the database,
Since the sender number is stored in the data table of the line and logical channel that has been received earlier, the calling addresses match in step 3. If there is a vacant logical channel in the coincident physical line 13, it is determined as YES, and the call arrives at the vacant logical channel of the physical line 13. If there are a plurality of records in which the calling addresses match and another logical channel of the same line is open, the record arrives at the free logical channel of the physical line 13 of the record with the oldest connection start time.

On the contrary, the incoming call may be made to the newest line. This usually takes about 4 to 10 seconds, from the incoming call request for securing the first line to the incoming call request for securing the second line. Are considered at the same time, that is, a combination in which an incoming call is to be made using two or more logical channels.

If the second line is secured, a communication speed of 128 kbit required for a videophone is secured, so that the videophone can be used.

When the communication is completed, the information of this communication is cleared from the information stored in the data table.

If there is no one having a free logical channel among those having the same calling address (NO in step 3), a physical line 13 not using any logical channel is searched. The rest is the same as at the time of the first incoming call, and will not be described.

The above is the method of controlling the incoming call in the first embodiment. For easy understanding, it is assumed that a fictitious data table and a videophone from a fictitious calling address user's home to a call center are assumed. ,explain.

FIG. 3A shows a data table before a call is made from the videophone 2a to the call center 1, and the calling address of the user's house is 075-221-2345.

When a call is made from the videophone at the user's home to the call center, first, an incoming call for securing the first line is requested.

The data table does not store the originating address of the user's house.
8 and arrives at the logical channel 1 of the physical line 4. Then, the first line is secured. Then, the data table is updated as shown in FIG.

Next, an incoming call for securing the second line is required.

This time, since the originating address of the user's house is stored in the data table, the process proceeds to steps 1, 2, 3, and 7 and arrives at the logical channel 2 of the physical line 4. Then, a second line is secured. Then, the data table is updated as shown in FIG.

When the videophone communication is completed and the line is disconnected, the data table is updated as shown in FIG.

In the above description, the incoming videophone call is controlled using only the calling address of the calling party information. However, it is also possible to control using the calling subaddress and the non-notification reason.

Since the calling subaddress is not sent unless set by the user, it is not normally sent. Therefore,
Ask the user to send the calling subaddress. The reason for non-notification is different information depending on whether the user desires non-notification, uses a public telephone, or goes through a telephone line that cannot transmit a calling address.

Hereinafter, this control method will be described as a second embodiment.

The information source is a videophone at the user's home,
The communication device is a videophone at a call center. The incoming call management device is a PBX.

Since a call center system similar to the above control method is used, the same devices are denoted by the same reference numerals and description thereof is omitted (see FIGS. 1 and 2). Also,
The data table stored in the database will be described with reference to FIG. 5 instead of FIG. 3, and the flowchart showing the incoming call control method will be described with reference to FIG. 6 instead of FIG. Since the procedure is almost the same, only the differences will be described.

The user's home receives a plurality of PRI services instead of the BRI services. These lines are implemented in PBX without receiving the representative service.

Therefore, the first incoming call request and the second incoming call request may be requests from different lines.

Therefore, a plurality of PRI services are received.
The user's home installed in the BX sends a calling subaddress in addition to the calling address.

Even if the originating addresses are different (step 3
If the source subaddress matches and there is a record available on another logical channel of the same line (YES in step 3 of 2), a connection is made to the physical line of that record. If more than one matches this condition, it is the same as step 7.

Even if the source sub-addresses are different (NO in step 3), if the non-notification reasons match and there is a record available on another logical channel of the same line (step 3-2). YES), connect to the physical line of the record.

It is to be noted that connection to the same physical line may be made only when the originating subaddresses match even if the originating addresses differ, without considering the non-notification reason.

Even if the originating address cannot be obtained without considering the originating sub-address, the connection may be made to the same physical line only when the non-notification reasons match.

Further, if the user transmits information unique to the sender other than the originating sub-address and the reason for non-notification at the time of the incoming call request, the same information originating side can be obtained based on any sender information. Are transmitted to the same communication device.

The above is the method of controlling the incoming call in the second embodiment. For easy understanding, it is assumed that a fictitious data table and a videophone from a user's home having a fictitious calling address to a call center are assumed. I will explain.

FIG. 5A shows a data table before a call is made from the videophone 2a to the call center 1. The originating addresses of the user's house are 075-221-2345 and 075.
It is assumed that the PRI service is received on two subscriber lines -226-7890. The sub-address is 003, which is the terminal number of the videophone, and the originating address is transmitted, so there is no non-notification reason.

When a call is made from the videophone at the user's home to the call center, an incoming call for securing the first line is first requested.

The data table does not store the originating address originating address and originating subaddress of the user's home.
Also, the non-notification reasons do not match. Therefore, in FIG.
The process proceeds to ep1, 2, 3, 3, 2, 3, 3, 8, and arrives at the logical channel 1 of the physical line 4. Then, the first line is secured. The data table is shown in FIG.
Updated to (b).

Next, an incoming call for securing the second line is required.

This time, the originating address of the user's house is stored in the data table, but the originating addresses do not match. Therefore, the process proceeds to step 1, 2, 3, and 3. Since the calling sub-addresses match, the process proceeds to step 7-2, and arrives at the logical channel 2 of the physical line 4. Then, a second line is secured. The data table is shown in FIG.
Updated to (c).

When the videophone communication ends and the line is disconnected, the data table is updated as shown in FIG.

The present invention can also be applied to a representative service.

As a third embodiment, a case where the present invention is applied to a representative handling service will be described.

The information source is the user's home videophone,
The communication line is the subscriber line B. The incoming call management device is located in the central office.

Basically, it is the same as the first and second embodiments. As a different part, in the third embodiment, the incoming call management device 4b similar to the PBX of the first and second embodiments is provided between the subscriber line B and the exchange (see FIG. 7).

The receiving section 11a receives the information from the exchange and transmits it to the subscriber line B.

Also, the PBX is installed in the exchange of the central office.
The same function as described above may be provided. In this case, the data is received from the trunk line, paired by the exchange, and transmitted to the subscriber line B.

According to the present embodiment, it is not necessary to provide a PBX in the call center because the pairing is performed before the call is received at the call center.

It should be noted that the present invention can be applied to a router of a personal computer instead of the videophone of the first, second and third embodiments. Since the router of the personal computer is a packet-based communication, it can be used without pairing, but cannot perform high-speed communication. By applying the present invention, high-speed communication becomes possible.

Although the present embodiment has been described using PRI, BRI may be used. In this case, pairing can be performed with a communication device that requires three or more 64 kbit information channels, and pairing with a communication device that requires a plurality of 384 kbit information channels is also possible.

[0105]

According to the present invention, reception of information requiring two or more logical channels can be collectively received by the same communication device, so that, for example, a call center for a videophone can be realized. In addition, efficient personal computer communication and the like become possible.

[Brief description of the drawings]

FIG. 1 is a schematic diagram of a digital communication network connecting a user home 2 and a call center 1 in the first and second embodiments.

FIG. 2 is a block diagram showing a system of a call center 1 using a videophone in the first and second embodiments.

FIG. 3 is a table showing a data table stored in a database according to the first embodiment.

FIG. 4 is a flowchart illustrating a method for controlling an incoming call according to the first embodiment.

FIG. 5 is a chart showing a data table stored in a database according to the second embodiment.

FIG. 6 is a flowchart illustrating a method for controlling an incoming call according to the second embodiment.

FIG. 7 is a schematic diagram of a digital communication network connecting a user home 2 and a call center 1 in a third embodiment.

FIG. 8 is a block diagram showing a conventional method of selecting a line to be terminated.

[Explanation of symbols]

 DESCRIPTION OF SYMBOLS 1 Call center 11 PBX (Receiving management device) 11a Receiving unit 11b Transmitting unit 11c Database (information storage unit) 11d Routing (control unit) 12 Videophone (communication device) 2 Subscriber's house 2a Videophone (information transmission source) 3, 4 Telephone office 3a, 4a Switch 4b Incoming call management device A, B Subscriber line (communication line) C Trunk line

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Claims (6)

[Claims] 1. An incoming call management method for managing incoming calls to a plurality of communication devices collectively, wherein said communication device uses a plurality of logical channels, and transmission from the same information source is performed by said communication. An incoming call management method, wherein one of the devices is controlled to collectively receive incoming calls. 2. An incoming call management device that collectively manages incoming calls to a plurality of communication devices, wherein the communication device uses a plurality of logical channels, and uses an information transmission source using a plurality of logical channels. A receiving unit that can receive an incoming request signal from the communication unit; a transmitting unit that transmits the incoming request signal received by the receiving unit to the communication device; and a transmitting unit that transmits the incoming request signal from the same information source. A control unit for controlling the request signal to be transmitted to one of the communication devices collectively. 3. An incoming call management method for collectively managing the reservation of a plurality of communication lines, wherein the communication lines are communication lines that can be used by setting a plurality of logical channels, To secure a communication line by calling
An incoming call management method, wherein control is performed so as to be integrated into one of the communication lines. 4. An incoming call management device for collectively managing the reservation of a plurality of communication lines, wherein the communication line is a communication line that can be used by setting a plurality of logical channels. A receiving unit that can receive a request signal; a transmitting unit that transmits an incoming request signal received by the receiving unit through the communication line; and an incoming request signal from the same information source that transmits the transmitting unit. And a control unit for controlling transmission so as to be collectively transmitted through one of the communication lines. 5. The incoming call management method according to claim 1, wherein the control is performed based on sender information. 6. The incoming call management device according to claim 2, further comprising an information storage unit for storing caller information attached to an incoming call request signal received by said receiving unit, wherein said control unit transmits said outgoing call information. Control device based on caller information.