JP2005151409A - Exchange - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide an exchange which is capable of easily switching a speech path from an outside line to an extension and vice versa or from one extension to the other and high in serviceability. <P>SOLUTION: The exchange is equipped with a speed path switch 12 which makes a switch in the connection between the outside line 6 and the extensions or between the extensions. Moreover, the exchange is equipped with a keystroke determining means 13 which determines whether prescribed keystrokes are made through a second extension 5c or not so as to switch a call as to a first extension 5b from the first extension 5b to the second extension 5c, and a switching means 14 which determines whether the first extension 5b is receiving a message or a call when the keystroke determining means 13 determines that the prescribed keystrokes are made and controls the speech path of a speech path switch 12 so as to connect a call as to the first extension 5b to the second extension 5c when it is determined that the first extension 5b is receiving a message or a call. <P>COPYRIGHT: (C)2005,JPO&NCIPI

Description

  The present invention relates to an exchange capable of changing a call path between an external line and an extension line or between each extension line by a predetermined key input from an extension telephone connected to the extension line.

  Private branch exchanges are installed in corporate buildings and floors. For example, it is an indispensable device in a technical center for receiving product orders, inquiries, and complaints from customers, and in a call center where an operator in charge of handling complaints handles telephone calls.

  At the call center, multiple operators are answering the phone, but they are in charge of a new call that cannot be answered because all of them are busy, or a phone that is ringing due to an incoming call. May be unable to pick up the incoming call. In that case, an automatic answering machine (Telephone Answering Machine, hereinafter referred to as TAM) that automatically issues a response message to a call from a customer and records a message from the caller is provided. A message can be communicated on behalf of an operator who is not answering the caller during a call.

  By the way, since there is no extension that can receive calls, when a call from a customer is received at the TAM, an operator who ends the call may desire a call with the customer. In addition, when a TAM is responding on behalf of an operator who is away from the desk, another operator may desire a call on behalf of another operator on behalf of the TAM answering the incoming call.

  In such a case, the conventional private branch exchange can acquire the call by changing the call path connection during the call by giving an instruction from the extension telephone.

  First, the extension telephone number to which the TAM is connected is dialed from the extension telephone. At this time, since the customer and the TAM are in a call, a busy sound indicating the busy state is heard from the handset. Next, by inputting a predetermined key, the call path connection during the call is changed, so that the call is acquired and a call with the customer becomes possible.

In the key telephone apparatus described in (Patent Document 1), when an extension received from an external line is busy, the incoming call is transferred to an extension capable of proxy response to which a voice storage device or the like is connected to respond. Then, the extension call that could not be received during the call is terminated, and by inputting a specific key from the extension telephone of the extension, the transferred call can be monitored from the speaker of the voice storage device, and further from the extension telephone By entering a specific key, a telephone call can be made on the extension telephone.
JP-A-8-9433 (paragraph numbers 0021-0026)

  In a conventional private branch exchange, when changing the connection of a call path to acquire a call, the extension number that is busy is once applied, the busy sound that is busy is heard, and then a predetermined key is entered. Therefore, there is a problem that the operation is complicated and a quick response cannot be made.

In the button telephone device described in (Patent Document 1), the change in the connection of the communication path is limited to the extension telephone connected to the extension that could not be received during a call, and therefore connected to another extension. The telephone line connection cannot be changed from an extension telephone. In other words, in a call center or the like, there is a problem that it is not possible to switch the communication path connection to a call in which the next operator is acting as a proxy instead of an operator who is away from the desk.

  SUMMARY OF THE INVENTION An object of the present invention is to provide a highly convenient exchange because it is possible to change the connection between an external line and an internal line, or between two internal lines by an easy operation.

  The present invention provides a private branch exchange having a speech path switch for switching a connection between an external line and a plurality of extensions or between the plurality of extensions to form a speech path. A determination means for determining whether or not a predetermined key input has been performed from the second extension in order to change to a second extension; and a determination by the determination means that the predetermined key input has been performed. , Determining whether the first extension is receiving or talking, and determining that the first extension is receiving or talking, the call related to the first extension is transferred to the second extension. And switching means for controlling the speech path of the speech path switch so as to be connected.

  As described above, in order to change the call related to the first extension from the first extension to the second extension, the present invention performs a predetermined key input requesting acquisition of the call from the second extension. Since the call related to the first extension is changed to the second extension, it is possible to respond quickly from any extension by an easy operation with only a predetermined key input requesting acquisition of the call.

  In addition, by setting a class corresponding to each extension and changing the connection of the call path switch for acquiring a call according to the class, it is possible to respond to the operator who uses the extension telephone. A class can be set, and a key indicating a call acquisition request can be input inadvertently to prevent an important call from being connected to another extension telephone.

  In addition, by enabling or disabling call acquisition requests corresponding to each extension, it is possible to suppress interception due to call acquisition requests from extension telephones that are set to invalid, and important calls can be Connection to an extension telephone can be prevented.

  In a private branch exchange having a speech path switch for switching a connection between an external line and a plurality of extensions or switching between a plurality of extensions to form a speech path, In order to change the call related to the extension from the first extension to the second extension, a determination means for determining whether or not a predetermined key input is performed from the second extension, and a predetermined key input is performed by the determination means. If it is determined that the first extension is receiving or talking, and if it is determined that the first extension is receiving or talking, the call related to the first extension is Switching means for controlling the speech path of the speech path switch so as to connect to the extension, and a predetermined key input for requesting acquisition of the call is input from the second extension by the judging means If it is determined that The Rikae means, has the effect of controlling the call for the first extension speech path channel switch to a second extension.

  When the switching means determines that the first extension is not receiving or talking, the second invention made in order to solve the above-mentioned problem notifies that the call cannot be connected to the second extension. Even if the incoming call or the call of the first extension is terminated immediately before the second extension inputs a key for acquiring a call, the second extension is used. Can easily understand the reason why the call cannot be connected.

A third invention made to solve the above-described problem has means for storing a class indicating priority corresponding to each of a plurality of extensions, and the switching means has a second class higher than the class of the first extension. Only when the extension class is high, the connection of the communication path switch is changed so that the call related to the first extension is connected to the second extension. According to the content of the means for storing the class indicating the priority corresponding to the extension of the telephone, the connection of the communication path switch is changed when the acquisition request source extension class is higher than the acquisition request destination extension class. Has an effect.

  According to a fourth aspect of the present invention for solving the above-mentioned problems, the switching means has means for storing a setting indicating validity or invalidity of the change in connection of the communication path switch corresponding to each extension, and the setting is The switch of the channel switch is changed only when it is valid, and the switching means enables or disables the change of the switch of the channel switch corresponding to each extension. According to the contents of the means for storing the setting to be shown, it has an effect that it can be determined whether or not the connection of the speech path switch is changed.

  An exchange according to an embodiment of the present invention will be described with reference to FIGS. FIG. 1 is a diagram for explaining the configuration of a private branch exchange according to an embodiment of the present invention. FIG. 2 is a diagram illustrating a setting example of the function setting storage unit. FIG. 3 is a diagram illustrating a setting example of the class setting storage unit. 4 and 5 are diagrams for explaining the operation of the exchange according to the embodiment of the present invention.

  First, the configuration of the exchange according to the embodiment of the present invention will be described with reference to FIG.

  As shown in FIG. 1, an exchange system 1 includes a private branch exchange 2 that is an exchange, an extension telephone 4a that is connected to an extension 5a of the private branch exchange 2, and an automatic answering device that is connected to an extension 5b that is a first extension. And the extension telephone 4b connected to the extension 5c which is the second extension.

  The private branch exchange 2 is connected to a subscriber telephone network 7 and an integrated digital network (hereinafter referred to as ISDN) 8 via an external line 6. In FIG. 1, only three extensions 5 a to 5 c are shown for convenience, but it is also possible to connect four or more extensions to the private branch exchange 2. The extension lines 5a and 5b and the outer line 6 are physical wires composed of two lines or four lines.

  The private branch exchange 2 includes an outside line control unit 10, an extension line control unit 11, a communication path switch 12, a control unit 18, and a storage unit 19. The control unit 18 includes a key input determination unit 13 and a switching unit 14.

  The external line control means 10 controls connection and disconnection to the communication path switch 12 for a call received from the subscriber telephone network 7 or ISDN 8 via the external line 6. The external line control means 10 has a function of transmitting a voice corresponding to a state such as a busy sound indicating busy or a sound indicating incoming call in response to a call from the external line 6.

  The extension control means 11 controls connection and disconnection between the extensions 5a to 5c and the communication path switch 12. The extension control means 11 has a function of transmitting to the extensions 5a to 5c a busy sound indicating busy or a sound (blog restone) according to a state such as a ringback tone indicating that a call is being received.

  The progress tone transmitted by the outside line control means 10 and the extension line control means 11 is sent from the sound source stored in the storage means 19 to the outside line control means or the extension line control means via the call switch. This is performed by the control means 18.

  The communication path switch 12 forms a connection between the external line 6 and the internal lines 5a to 5c and a communication path between the internal lines 5a to 5c in accordance with a request from the control means 18. The key input determination means 13 receives the key input from the extension telephones 4a and 4b connected to the extensions 5a and 5c via the extension control means 11, and determines whether or not a call acquisition request has been input. Do. Further, the key input analyzing means 13 has a key setting storage means 15 for storing a setting for determining whether or not the key input from the extension telephones 4a and 4b is a call acquisition request. The key setting storage unit 15 may be disposed in the storage unit 19.

  The key input determination means 13 determines key input from the extension telephones 4a and 4b based on the contents stored in the key setting storage means 15. For example, it is assumed that “* 33” (hereinafter referred to as a call acquisition request number) is stored in the key setting storage unit 15 as a setting indicating a call acquisition request. When the extension telephone 4 a or the extension telephone 4 b notifies the extension control means 11 that “* 33” + extension telephone number has been input, the key input determination means 13 is stored in the key setting storage means 15. When the call acquisition request number matches, the switching means 14 is notified that a key input indicating a call acquisition request has been made.

  When the switching unit 14 receives the call acquisition request determination from the key input determination unit 13, the switching unit 14 notifies the communication path switch 12 to change the connection of the communication path. Further, the switching means 14 has a function setting storage means 16 for storing a setting indicating validity or invalidity of a function for requesting call acquisition and a class setting storage means for storing a class indicating a priority for each of the extensions 5a to 5c. 17. Based on the function setting storage unit 16 and the class setting storage unit 17, the switching unit 14 determines whether or not to notify the call switch 12 of a change in the communication path. The function setting storage unit 16 and the class setting storage unit may be disposed in the storage unit 19.

  The function setting storage means 16 stores, for each extension number of each extension 5a to 5c, whether to enable or disable a call acquisition request from another extension terminal (extension telephones 4a, 4b, TAM3, etc.). doing.

  The setting example of the function setting storage unit 16 shown in FIG. 2 shows an example in which the extension numbers of the extension telephones 4a, TAM3, and extension telephone 4b are 101, 102, and 103, respectively. In this setting, the extension telephone 4 a is “invalid”, the TAM 3 is “valid”, and the extension telephone 4 b is “valid”. When such a setting is made, the switching means 14 transfers the call to the TAM 3 or the extension telephone 4b to the extension telephone 4a in response to a call acquisition request from the extension telephone 4a to the TAM 3 or the extension telephone 4b. On the other hand, even when a call acquisition request is made to the extension telephone 4a from another extension terminal such as the TAM 3 or the extension telephone 4b, the switching means 14 does not transfer the call to the extension telephone 4a, but the extension terminal that has made the call acquisition request. On the other hand, a busy tone is transmitted via the extension control means 11.

  In this way, the function setting storage means 16 that can set “valid” or “invalid” of the call acquisition request for each extension number for each extension number 5a to 5c is provided for each extension number, depending on the device connected to the extension numbers 5a to 5c. Thus, the incoming call to the extension telephone set to “invalid” is not intercepted, and important calls are prevented from being connected to the other extension telephones 4a and 4b. Even when “valid” is set, the function setting storage means 16 may be configured so that an extension number or extension group that can make a call acquisition request can be set in association with the extension number. In this case, even if the call acquisition setting is “valid” and the call acquisition request is for the extension number stored in the function setting storage unit 16, the switching unit 14 does not have the extension number of the extension terminal that has made the call acquisition request. If it is not stored in the function setting storage means 16, the call is not transferred and a busy tone is transmitted via the extension control means 11 to the extension terminal that has made a call acquisition request.

The setting of the function setting storage unit 16 can be determined based on the setting of the extension of the call acquisition request source. For example, in the setting example shown in FIG. 2, since the extension 101 is “invalid”, a call acquisition request from the extension telephone 4a is not transferred to any extension. . In this way, by determining whether call forwarding is enabled or disabled based on the extension setting of the call acquisition request source, the call acquisition request from the extension telephone set to “invalid” is intercepted. It is impossible to connect important stories by mistake.

  The class setting storage means 17 sets a class indicating a priority for each extension number of the extensions 5a to 5c. This setting indicates that a call can be acquired only when the extension class that requested the call acquisition is higher than the extension class that is attempting to acquire the call. In the setting example of the class setting storage means 17 shown in FIG. 3, the TAM 3 of the extension number “102” connected to the extension 5b is class “2”, and the extension telephone 4a connected to the extension number “101” is the class “2”. 1 ”and the extension telephone 4b connected to the extension number“ 103 ”is class“ 3 ”. In the present embodiment, since the class having a larger class value is considered to be higher, the extension telephone 4b (class 3) connected to the extension 5c makes a call to the TAM 3 (class 2) connected to the extension 5b. Can be acquired. Further, the extension telephone 4a (class 1) connected to the extension 5a cannot obtain a call to the TAM 3 (class 2) connected to the extension 5b.

  Regarding the determination of the class of the switching means 14, the smaller one of the class values can be made higher. In this case, when the class value is determined, the class values are compared, and the extension class value to which the extension telephone that requested the call acquisition is connected is greater than the extension class value to which the call acquisition is being attempted. Only if it is small, the call can be obtained.

  In this way, by providing the class setting storage means 17 that sets whether or not call acquisition is possible as a class, a class corresponding to the operator who uses the extension telephone can be set, and a call acquisition request is inadvertently keyed. Entering can prevent important calls from being connected to other extension telephones. It is also possible to obtain a call even when the class values are equal.

  The TAM 3 is called an automatic answering device, and has a function of automatically transmitting a message to a call partner when receiving a call and recording a message of the call partner. Examples of the automatic answering device include an answering machine and a voice mail device.

  The operation of the exchange according to the embodiment of the present invention configured as described above will be described. First, the operation on the extension side that requested call acquisition will be described with reference to FIG. First, a call is received from the external line 6 via the subscriber telephone network 7 or ISDN 8, the extension telephones 4a and 4b are in use, and the call arrives at the TAM 3 connected to the first extension 5b. Assume that you have answered an incoming call.

  Even if the extension telephones 4a and 4b can receive a call, first, the call may be made to the TAM 3 without fail. Further, a call from the extension telephone 4a of the extension 5a to the TAM 3 connected to the extension 5b may be used. The TAM 3 transmits a message to the call partner and requests the call acquisition for the operator using the extension telephone 4b to acquire the call of the TAM 3 while recording the message from the call partner. “* 33102” which is “acquisition request” + “extension number” is key-input as a call acquisition request number.

  The key input determination means 13 detects “* 33102” received via the extension control means 11 (S10). The key input determining means 13 analyzes the received “* 33102” by classifying it into “* 33” indicating the function and “102” indicating the extension number (S11).

First, the key input determination unit 13 determines whether “* 33” is a pickup indicating call acquisition from the contents of the key setting storage unit 15 (S12).

  If the result of S12 is that the key input is not a pickup indicating call acquisition, the process proceeds to S13 because it is a key input for another function. Since the key input is for requesting another function, the requested function is processed (S13).

  If the result of S12 is that the key input is a pickup request indicating call acquisition, the switching means 14 is notified that a call acquisition request has been input. Then, the switching means 14 refers to the state of the extension number “102” from the extension control means 11 and determines whether the call is being received or is in a call (hereinafter referred to as busy). In this determination, it is possible to determine only during a call (S14). Note that the extension state storage means (not shown) may be provided in the control means 18 instead of holding the extension terminal state (whether a call is being made or an incoming call, etc.).

  In S14, when the state of the extension 5b of the extension number “102” is not busy, the process proceeds to S15. In this case, an attempt has been made to acquire a TAM3 call, but the call has not been received at TAM3 or the call received at TAM3 has been disconnected, and call acquisition is not possible because there is no call acquisition. Accordingly, the extension control means 11 transmits a message notifying that the call cannot be acquired to the extension telephone 4b, an ROT (Reorder Tone) transmitted at the end of the call, and the like to the extension 5c to which the extension telephone 4b is connected. As a result, the operator is informed that the operation for the input call acquisition request, that is, the call related to TAM3 cannot be connected to the extension telephone 4b (S15).

  If the state of the extension number “102” is busy at S 14, the switching unit 14 refers to the contents of the class setting storage unit 17. Then, the extension class to be acquired is compared with the acquired extension class. Here, since the class of the extension number “102” of the TAM 3 is “2” and the class of the extension number “103” of the extension telephone 4b is “3”, the switching means 14 is in the direction of the class of the extension telephone 4b. Is determined to be high (S16).

  On the other hand, when “* 33102”, which is a call acquisition request, is input from the extension telephone 4a connected to the extension 5a, the class of the extension number “101” of the extension telephone 4a is “ Therefore, the switching unit 14 determines that the extension telephone 4a as the pickup destination is lower than its own class, that is, the TAM3 class, and proceeds to S15. The switching unit 14 refers to the contents of the function setting storage unit 16. Then, it is determined whether or not the setting of the call acquisition request function of the extension telephone 4b is valid (S17).

  Since the extension number “102” of the extension 5b to which the TAM 3 is connected is effective as shown in FIG. 2, the switching means 14 switches the call path between the outside line 6 and the extension 5b to the outside line 6 and the extension 5c. The communication path switch 12 is notified of the change of the communication path connection so that the communication path becomes the current communication path. Then, the call path switch 12 changes the call path, so that the call can be continued from the external line 6 to the TAM 3 by the extension telephone 4b connected to the extension 5c (S18). As described above, by a predetermined operation from the extension telephone 4b, a call from the external line 6 relating to the TAM 3 can be disconnected from the TAM 3 and connected to the extension telephone 4b.

  Next, the call state of the extension 5b, which is the first extension to which the TAM 3 for which call acquisition is requested, is connected will be described with reference to FIG.

When “* 33102”, which is a call acquisition request for the TAM3 connected to the extension 5b, is input from the extension telephone 4b connected to the extension 5c, the call is input to the key input determination means 13 via the extension control means 11 and determined. Is done. As a result, when it is determined that the call acquisition is requested, the switching unit 14 is notified. The switching means 14 determines whether or not the TAM 3 connected to the extension 5b is busy (S23).

  If it is determined in S23 that the call is in progress, the switching unit 14 controls the call path switch 12 and changes the connection of the call path to the TAM 3 to the extension telephone 4b to which the extension 5c is connected. The ROT transmitted at the end of the call is transmitted from the extension control means 11 to the extension telephone 4b connected to the extension 5c (S24).

  If it is determined in S23 that the call is not in progress, the switching means 14 determines whether or not the extension 5b to which the TAM 3 is connected is receiving a call (S25). If it is determined in S25 that the incoming call is being received, the switching means 14 controls the extension control means 11 to stop the incoming call to the TAM 3 connected to the extension 5b, and the call path to the extension 5b is set as the extension. After changing the connection to 5c, the extension 5b to which the TAM 3 is connected is set in a standby state (S26).

  If it is determined in S25 that there is no incoming call, there is no call to be acquired, so the extension control means 11 notifies the extension 5c to which the extension telephone 4b is connected of the connection rejection (S27). This connection refusal notification includes a message that the switching means controls the extension control means 11 to notify the extension telephone 4b that call acquisition is impossible, a ROT (Reorder Tone) that is sent out when the call ends, and the like. By transmitting to the extension 5c to which the extension telephone 4b is connected, it is performed by notifying the operator that the operation for the inputted call acquisition request cannot be performed.

  When making a determination based on the extension setting of the call acquisition request source, a dedicated table is provided in the function setting storage means 16 so as to follow the setting contents of the table. Specifically, a dedicated table in which the extension number of the extension requesting the call acquisition request is associated with whether the call acquisition request operation is enabled or disabled is provided, and instead of or in addition to the above-described S17 and S18 The following operations are performed.

  The switching unit 14 refers to the contents of the function setting storage unit 16. Then, it is determined whether the call acquisition request function setting of the extension telephone 4b is valid. When the setting of the dedicated table for the extension telephone 4b is valid, the switching means 14 switches the call path so that the call path between the outside line 6 and the extension line 5b becomes the call path between the outside line 6 and the extension line 5c. The communication path switch 12 is notified of the connection change. Then, the call path switch 12 changes the call path, so that the call from the external line 6 to the TAM 3 can be continued by the extension telephone 4b connected to the extension 5c.

  The embodiment of the present invention has been described above. However, the present invention is not limited to the above embodiment. For example, a key code of a specific key that can be used on an extension telephone is registered in the key setting storage means. By pressing the specific key once, it is possible to make a key input requesting call acquisition.

  The exchange according to the present invention is also useful for applications in which an automatic answering device is installed and it is necessary to obtain a call received by the automatic answering device and answer from another telephone.

Configuration diagram of a private branch exchange according to an embodiment of the present invention The figure which shows the example of a setting of a function setting memory | storage means The figure which shows the example of a setting of a class setting memory | storage means The figure explaining operation | movement of the switching system which concerns on embodiment of this invention The figure explaining operation | movement of the switching system which concerns on embodiment of this invention

Explanation of symbols

1 Exchange system 2 Private branch exchange 3 TAM
4a, 4b extension telephone 5a, 5b, 5c extension 6 outside 7 subscriber telephone network 8 ISDN
DESCRIPTION OF SYMBOLS 10 Outer line control means 11 Extension control means 12 Communication path switch 13 Key input determination means 14 Switching means 15 Key setting storage means 16 Function setting storage means 17 Class setting storage means 18 Control means 19 Storage means

Claims (4)

In an exchange having a speech path switch for switching a connection between an external line and a plurality of extensions or switching between the plurality of extensions,
Determining means for determining whether or not a predetermined key input from the second extension has been performed in order to change a call relating to the first extension from the first extension to the second extension;
When it is determined by the determination means that the predetermined key input has been performed, it is determined whether or not the first extension is receiving a call or a call, and the first extension is determined to be a call or a call And a switching means for controlling a speech path of the speech path switch so as to connect a call related to the first extension to the second extension. 2. The switch according to claim 1, wherein when the first extension determines that the first extension is not receiving a call or talking, the switch notifies the second extension that the call cannot be connected. Switchboard. Means for storing a class indicating priority corresponding to each of the plurality of extensions;
The switching means connects the speech path switch so that a call related to the first extension is connected to the second extension only when the class of the second extension is higher than the class of the first extension. The exchange according to claim 1 or 2, wherein the exchange is performed. The switching means has means for storing a setting indicating validity or invalidity of the change in the connection of the speech path switch corresponding to each extension, and the connection of the speech path switch is performed only when the setting is valid. The exchange according to any one of claims 1 to 3, wherein the change is made.

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