JP2002118865A - Call center system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To construct a call center system for automatically changing an incoming address on the side of an ISDN public line when a fault interrupting an incoming call occurs when using free dialing or the like. SOLUTION: The call center system 1 connecting plural call center telephone sets 5 to a PBX 4 connected to an ISDN public network 3 through a DSU 2 is provided with a fault detector 6 sending fault information when detecting a fault interrupting an incoming call and a connection address changing terminal 8 automatically sending transfer destination table information to be transferred on the occurrence of a fault in which both of a normal telephone number and a telephone number to be transferred at the occurrence of a fault to the ISDN public line 3 are registered while being related with each other, independently of the PBX 4. When a fault interrupting an incoming call occurs when using free dialing, navigation dialing or dial-in/direct in-run, the fault-time transfer address table information is automatically sent from the terminal 8 to the line 3 so that an incoming address is changed on the side of the line 3.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a call center system comprising a private branch exchange connected to an ISDN public network via a digital line terminal, and a plurality of call center telephones connected to the private branch exchange. The present invention relates to a call center system in which, when a failure that hinders an incoming call occurs when using a dial or the like, an incoming call destination is changed on the ISDN public network side.

[0002]

2. Description of the Related Art Digital line terminators (digital servlets)
Conventionally, a call center system including a private branch exchange (PBX) connected to an ISDN public network via an ice unit (DSU) and a plurality of call center telephones connected to the private branch exchange has conventionally been a customer consultation desk or communication of a general company. It is used by departments that handle telephone calls for sales.

[0003] In such a conventional call center system, a failure that hinders an incoming call when using a free dial or using a navi-dial (such as a failure of a DSU or PBX or a power failure).
When an incoming call cannot be made due to the occurrence of a call, the administrator uses the information on the changed destination (for example, the changed destination) in order to use the call transfer service of the ISDN line contracted in advance. Phone number), thereby changing the destination.

[0004]

In the above-described conventional call center system, when a failure that hinders an incoming call occurs when using a free dial or navigating dial, an administrator manually inputs information on the changed incoming call destination. Because of the necessity, when a large number of incoming calls are concentrated in the call center in a very short time, if a failure that prevents the incoming call occurs, it becomes impossible to deal with it. Also, if a failure that prevents incoming calls occurs when using dial-in / direct inline, there is no room for the administrator to intervene.
It is impossible to change the destination.

[0005] The present invention provides an ISD in the event of a failure that prevents incoming calls when using free dial, navigating dial, or dial-in / direct in-line.
It is an object of the present invention to construct a call center system capable of automatically changing a destination on the N public network side.

[0006]

According to a first aspect of the present invention, there is provided a private branch exchange connected to an ISDN public network via a digital line terminal, and a private branch exchange connected to the private branch exchange. In a call center system including a plurality of call center telephones, a failure detecting means for transmitting failure information when a failure preventing an incoming call is detected, and a normal telephone number and a transfer at the time of failure when receiving the failure information from the failure detecting means. A connection destination change terminal that automatically sends out the transfer destination table information at the time of failure registered in association with the destination telephone number to the ISDN public network is provided independently of the private branch exchange. Alternatively, if a failure that prevents incoming calls occurs when using dial-in / direct in-line, the connection-destination terminal may send an ISDN public network. Above with disaster automatically sends a forwarding table information, characterized in that so as to change the destination in ISDN public network side.

In order to achieve the above object, a second invention according to a second aspect of the present invention is to provide an ISD through a digital line termination device.
In a call center system including a private branch exchange connected to an N public network and a plurality of call center telephones connected to the private branch exchange, failure detection means for transmitting failure information when a failure preventing incoming call is detected, and the failure detection means And a connection change mechanism for automatically sending out the failure transfer destination table information registered in association with the normal telephone number and the failure transfer destination telephone number to the ISDN public network when the failure information is received from the private network. In the case of a failure provided in the exchange, which prevents incoming calls when using free dial, navigating dial, or dial-in / direct in-line, the private branch exchange automatically sends the failure destination table information to the ISDN public network. , The destination of a call is changed on the ISDN public network side.

In a third aspect of the present invention, there is provided a telephone number extracting means for detecting a normal telephone number at the time of an incoming call and extracting a corresponding trouble destination telephone number from the trouble destination table information. In the event that a failure that hinders an incoming call occurs when using a toll-free number, navigating a dial, or using dial-in / direct in-line, the private branch exchange automatically sends only a failure signal to the ISDN public network,
It is characterized in that the called party is changed on the SDN public network side.

According to a fourth aspect of the present invention, the fault detecting means detects the occurrence of a fault that prevents the incoming call upon detecting a fault in the digital line terminal, a fault in the private branch exchange, and a power failure in the call center system. It is characterized by detecting.

According to a fifth aspect of the present invention, in the connection destination change terminal, when a failure that prevents an incoming call occurs during dial-in / direct inline use, the failure is given priority over the failure destination table information. Input means for transmitting the time transfer destination information.

[0011]

According to a first aspect of the present invention, a toll-free telephone call system is provided in a call center system including a private branch exchange connected to an ISDN public network via a digital line terminal and a plurality of call center telephones connected to the private branch exchange. When using the Navi-dial or dial-in / direct in-line, the fault information is sent out by the fault detecting means that detects a fault that prevents the incoming call. The failure-time transfer destination table information registered in association with the telephone number is automatically transmitted to the ISDN public network.

Therefore, according to the first aspect of the present invention, by simply adding the fault detecting means and the connection destination change terminal to the existing call center system, it is possible to use the free dial, the navi-dial, or the dial-in / direct in-line. It is possible to construct a call center system that can automatically change the destination on the ISDN public network side when a failure that hinders an incoming call occurs. It becomes possible to cope with an obstruction failure.

According to a second aspect of the present invention, in a call center system including a private branch exchange connected to an ISDN public network via a digital line termination device and a plurality of call center telephones connected to the private branch exchange, when a toll free number is used, The failure detection means provided in the private branch exchange detects that a failure that hinders incoming calls when using the navi-dial or dial-in / direct in-line is used, and failure information is sent out. The transfer destination table information at the time of failure registered in association with the normal telephone number and the transfer destination telephone number at the time of failure by the connection destination changing mechanism provided in ISDN.
Automatically sent to the public network.

Therefore, according to the second aspect of the present invention, the private branch exchange having a new configuration in which the failure detecting means and the connection destination changing mechanism are additionally provided is used instead of the conventional private branch exchange. Call center system that can automatically change the destination on the ISDN public network side when a failure that prevents incoming calls occurs at the time of use or when using dial-in / direct inline, can be implemented in a very short time in the call center. It is also possible to cope with a case where a failure that hinders the incoming call occurs when incoming calls are concentrated.

According to the third aspect of the present invention, there is provided a telephone number extracting means for detecting a normal telephone number at the time of an incoming call and extracting a corresponding telephone number at the time of failure from the destination table information at the time of failure. When a failure that prevents an incoming call occurs when using the Navi-dial or using the dial-in / direct in-line, the private branch exchange
Since only the fault signal is automatically transmitted to the N public network and the destination is changed on the ISDN public network side, the amount of information to be processed on the ISDN public network side is reduced, and the call center can be connected to the call center for a very short time. This can speed up the destination change process when a large number of incoming calls are concentrated.

According to the fourth invention, the failure detecting means includes:
When the failure of the digital line termination device, the failure of the private branch exchange, and the power failure of the call center system are detected, the occurrence of the failure that prevents the incoming call is detected. Therefore, the occurrence of the failure that prevents the incoming call in the call center system is reliably detected. be able to.

According to the fifth aspect of the present invention, the connection destination change terminal, when a failure that hinders an incoming call when using dial-in / direct in-line occurs, gives priority to the failure destination table information over the failure destination table information. Input means for transmitting the destination, the administrator inputs desired destination transfer information at the time of failure using the input means, thereby automatically changing the destination on the above-mentioned ISDN public network side. Can be changed by specifying a different destination.

[0018]

Embodiments of the present invention will be described below in detail with reference to the drawings. FIG. 1 is a system diagram illustrating the overall configuration of the call center system according to the first embodiment of the present invention. Call center system 1 of the present embodiment
Is connected to the digital line termination unit (DSU) 2
A private branch exchange (PBX) 4 connected to the DN public network 3,
A plurality of call center telephones 5 (5
-1,..., 5-n), a failure detection device 6 that detects a failure that prevents incoming calls and sends failure information when the failure is detected.
A connection destination change terminal 8 for automatically transmitting the failure destination table information stored (registered) in the information storage means 7 to the ISDN public network 3 when receiving the failure information from the failure detection device 6. In the call center system having the above configuration, the DSU 2, the PBX 4, and the call center telephones 5 (5-1,..., 5-n) used in the existing call center system (general-purpose products) may be used. Can be.

The failure detecting device 6 is provided with a customer telephone 9 (9
-1 to 9-m), which is a failure that prevents incoming calls from
In order to detect the failure of the PBX 4, the failure of the PBX 4 and the power outage of the call center system 1, the DSU 2 and its upstream and
Although the configuration is such that the state of the downstream line and the state of the PBX 4 are monitored, in addition to the above, the configuration may be such that a failure that prevents other incoming calls is detected. In addition, the failure detecting device 6 further includes a telephone number information transmission circuit that extracts normal telephone number (extension number) information of the destination from the line upstream of the DSU 2 and transmits the extracted information to the connection destination changing terminal 8 at the time of the incoming call. You may do so.

The connection destination change terminal 8 is used to transmit, in addition to the information storage means 7, failure-time transfer destination information which has priority over the failure-time transfer destination table information stored in the information storage means 7. No input means (eg keyboard)
When the administrator inputs the transfer destination information at the time of failure using this input means, the transfer destination information at the time of failure is transmitted instead of the transfer destination table information at the time of failure.

As shown in FIG. 2, for example, the trouble-time transfer destination table information stores (registers) a normal-time telephone number and a trouble-time transfer destination telephone number in association with each other. It should be noted that a different transfer destination telephone number may be registered for each call center telephone group. However, it is preferable that a plurality of call center telephones share the same transfer destination telephone number when a failure occurs. This is preferable in order to improve the efficiency of telephone service.

Next, a description will be given of the destination change control in the call center system 1 according to the present embodiment when a failure that hinders incoming calls occurs, based on the control program of FIG. In FIG. 3, first, in step 51, it is determined whether or not a failure that hinders an incoming call has occurred. This determination is made when the failure detection device 6 detects at least one of a failure of the DSU 2, a failure of the PBX 4, and a power failure of the call center system 1.
It is determined that a failure that prevents incoming calls has occurred.

In step 52 following YES in step 51, failure information is transmitted from the failure detection device 6 to the connection destination changing terminal 8, and the occurrence of a failure preventing incoming call is notified to the connection destination changing terminal 8. As a result, the connection destination change terminal 8 recognizes that a failure that prevents incoming calls has occurred in any part of the call center system.

In the next step 53, the connection destination change terminal 8
It is determined whether or not the transfer destination information at the time of failure has been input by the input means. If the determination is YES, in the next step 54, the transfer destination information at the time of failure (for example, the telephone number of the person in charge at the time of the failure occurrence) which is given priority over the transfer destination table at the time of failure stored in the information storage means 7 is stored. ISDN public network 3
If it is NO, in the next step 55, the failure destination table information stored in the information storage means 7 is transmitted to the ISDN public network 3. In addition, a telephone number information transmitting circuit for extracting the normal telephone number information of the destination and transmitting the telephone number information to the connection destination changing terminal 8 is provided in the failure detecting device 6, and the transfer destination for failure stored in the information storage means 7 is stored. If the connection destination change terminal 8 is provided with a telephone number extracting means for extracting the transfer destination telephone number in case of failure corresponding to the normal telephone number from the table information, the normal telephone number extracted from the transfer destination table information in case of failure In this case, only the transfer destination telephone number at the time of failure (or only the failure information) is transmitted.

According to the above-mentioned destination change control, when a failure that hinders an incoming call occurs when using free dial, using navigation dial, or using dial-in / direct in-line, the failure-time transfer destination table information (or Since the failure transfer destination telephone number extracted therefrom is automatically transmitted, the ISDN public network 3 automatically changes the destination from the call center telephone to the changed destination telephone 10, and the call is changed. Will be forwarded to In this case, the changed destination telephone 10
The telephone corresponding to the transfer destination table information at the time of failure or the transfer destination telephone number at the time of failure.

Also, when a failure that hinders an incoming call occurs when using the free dial, using the navi-dial, or using the dial-in / direct in-line, when the failure destination transfer destination information is input by the input means at the connection destination change terminal 8, Is automatically transmitted to the ISDN public network 3 in the event of a failure, so that the destination automatically changes from the call center telephone to the destination telephone 10 on the ISDN public network 3 side.
And the call is transferred to the changed destination telephone set 10. In this case, the changed destination telephone 10 is a telephone corresponding to the failure destination transfer information that can be set independently of the failure destination table information.

According to the present embodiment, by simply adding the fault detection device 6 and the connection destination change terminal 8 to the existing call center system, an incoming call can be received when using a free dial, using a navi-dial, or using a dial-in / direct in-line. A call center system can be constructed in which the destination is automatically changed to the destination telephone 10 on the ISDN public network 3 side when an obstructing trouble occurs. Therefore, in a call center system that requires a telephone call receiving operation, an emergency system (emergency switching system of a destination telephone) is smoothly established when a failure that hinders incoming calls occurs, and a large number of incoming calls are concentrated in the call center in a very short time. In some cases, it is possible to cope with a case where a failure that hinders the incoming call occurs. Further, even when a failure occurs in the call center on the receiving side, a call can be received without making the caller (customer) aware of the failure, and customer service can be improved.

In addition, a telephone number information transmitting circuit for extracting the normal telephone number information of the called party from the line upstream of the DSU 2 at the time of the incoming call and sending it to the connection destination changing terminal 8 is provided in the fault detecting device 6. If the connection destination changing terminal 8 is provided with a telephone number extracting means for extracting the trouble-sending transfer destination telephone number corresponding to the normal telephone number from the trouble-sending transfer destination table information stored in the storage means 7, the toll-free number When a failure that hinders an incoming call occurs during use, when using the Navi-dial, or when using the dial-in / direct in-line, only the transfer destination telephone number (or only the failure signal) at the time of the failure is automatically transmitted from the PBX 4 to the ISDN public network 3. If the amount of information to be processed on the ISDN public network 3 is reduced, a large number of incoming calls are concentrated in the call center in a very short time. The destination process of changing is faster.

Further, the connection destination change terminal 8 is provided with an input means for transmitting the transfer destination information at the time of failure which has priority over the transfer destination table information at the time of failure stored in the information storage means 7. If the administrator inputs desired transfer destination information at the time of trouble using the means, the trouble described above occurs when a trouble occurs that prevents incoming call when using dial-in / direct in-line, which cannot be changed in the past. It is possible to manually change a destination that specifies a different destination from the case of automatic destination change on the ISDN public network side.

FIG. 4 is a system diagram illustrating an overall configuration of a call center system according to a second embodiment of the present invention.
The difference of the present embodiment from the first embodiment is that the failure detection device 6 and the connection destination change terminal (connection destination change mechanism) 8 which are provided independently are built in the PBX 4. Are configured in the same manner as in the first embodiment. Note that the failure detection device 6 and the connection destination changing mechanism 8 of the present embodiment are built in the PBX 4 but are driven by a power supply with backup at the time of a power failure provided separately from the PBX 4. A failure of PBX4 can be detected.

According to the present embodiment, the private branch exchange 4 having a new configuration in which the failure detection device 6 and the connection destination changing mechanism 8 are additionally provided.
Is simply used in place of the conventional private branch exchange.
A call center system that can automatically change the destination on the ISDN public network 3 when a failure that hinders an incoming call occurs when using direct inline can be constructed, and the same operational effects as in the first embodiment can be obtained. be able to.

[Brief description of the drawings]

FIG. 1 is a system diagram illustrating an overall configuration of a call center system according to a first embodiment of the present invention.

FIG. 2 is a diagram illustrating an example of transfer destination table information at the time of failure stored in information storage means in a connection destination change terminal (connection destination change mechanism) of the first and second embodiments.

FIG. 3 is a flowchart illustrating a control program of call destination change control when a failure that hinders incoming calls occurs in the call center systems of the first and second embodiments.

FIG. 4 is a system diagram illustrating an overall configuration of a call center system according to a second embodiment of the present invention.

[Explanation of symbols]

 DESCRIPTION OF SYMBOLS 1 Call center system 2 Digital line termination unit (DSU) 3 ISDN public network 4 Private branch exchange (PBX) 5 (5-1,..., 5-n) Call center telephone 6 Failure detecting device 7 Information storage means 8 Connection change terminal (Connection destination change mechanism) 9 (9-1 to 9-m) Customer telephone 10 Changed destination telephone 11 Failure transfer destination table

Continued on the front page (72) Inventor Satoru Yoshii 6-12-1, Nishishinjuku, Shinjuku-ku, Tokyo Fujitsu I-Network Systems Co., Ltd. F-term (reference) 5K015 HA00 5K049 BB02 BB04 EE04 GG07 5K101 LL03 MM02 PP09 PP10 RR16 RR19

Claims (5)

[Claims] 1. ISD via digital line termination
In a call center system including a private branch exchange connected to N public networks and a plurality of call center telephones connected to the private branch exchange, failure detection means for transmitting failure information when a failure preventing incoming call is detected, and the failure detection means When the trouble information is received from the server, the normal transfer telephone number and the trouble transfer destination telephone number are registered in association with each other and the trouble transfer destination table information is registered in the ISD.
N. A connection change terminal that automatically sends out to the N public network is provided independently of the private branch exchange, and when a failure that prevents incoming calls occurs when using toll free, using navi dial, or using dial-in / direct in-line, the connection is established. ISDN from destination change terminal
A call center system wherein the transfer destination table information at the time of a failure is automatically sent to a public network, and a destination is changed on the ISDN public network side. 2. ISD via digital line termination
In a call center system including a private branch exchange connected to N public networks and a plurality of call center telephones connected to the private branch exchange, failure detection means for transmitting failure information when a failure preventing incoming call is detected, and the failure detection means When the trouble information is received from the server, the normal transfer telephone number and the trouble transfer destination telephone number are registered in association with each other and the trouble transfer destination table information is registered in the ISD.
A connection change mechanism for automatically sending out to the N public network is provided in the private branch exchange, and when a failure that prevents incoming calls occurs when using toll free, navi dial, or dial-in / direct in-line, the private branch exchange sends the ISDN to the private branch exchange. The failure destination transfer destination table information is automatically sent to the public network,
A call center system wherein the destination of a call is changed on the SDN public network side. 3. A telephone number extracting means for detecting a normal telephone number at the time of an incoming call and extracting a corresponding transfer destination telephone number at the time of failure from the failure transfer destination table information. Or dial-in /
The system according to claim 1, wherein when a failure that prevents incoming calls occurs during direct inline use, the private branch exchange automatically sends only a fault signal to the ISDN public network, and changes the destination on the ISDN public network side. 1 or 2
The call center system described. 4. The system according to claim 1, wherein said failure detecting means detects a failure in said digital line termination device, a failure in said private branch exchange, and a failure that prevents said incoming call when a power outage in said call center system is detected. 1-3
The call center system according to any one of claims 1 to 7. 5. The connection destination change terminal according to claim 1, wherein:
3. An input means for transmitting transfer destination information at the time of failure, which has priority over the transfer destination table information at the time of failure, when a failure preventing incoming call occurs during direct inline use. The call center system described.