JP2009027361A - Key telephone system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a system capable of establishing an outside line call termination limitation for a traffic channel by an easy operation at the side of an operator. <P>SOLUTION: The system comprises a PBX 4. The PBX 4 accommodates a plurality of sets of extension telephones 3 in extension and a plurality of ISDN lines 2A in outside line. Each of extension telephones 3 includes a plurality of outside line buttons 34 and a plurality of LEDs associated with the plurality of outside line buttons 34. The PBX is a call center system 1, where an arbitrary traffic channel among traffic channels in the ISDN lines is assigned to each outside line button of the extension telephone and an LED associated with the outside line button assigned with the traffic channel is identified and displayed according to the usage condition of the traffic channel. A central controller 15 inside the PBX has a call termination limitation setting portion 45 and a call termination control portion 44. If the call termination limitation setting portion 45 detects a designated operation for the traffic channel assigned to the outside line button at the side of the extension telephone, it establishes outside line call termination limitation to this traffic channel. The call termination control portion 44 restricts outside line call termination to the established traffic channel. <P>COPYRIGHT: (C)2009,JPO&INPIT

Description

  The present invention provides a button telephone having a plurality of external line buttons, for example, a key telephone such as a multifunction telephone, and a digital telephone line such as an ISDN line, for example, and a button having a control device such as a private branch exchange. Regarding the telephone system.

  Conventionally, such a key telephone system includes a key telephone on the operator side in a call center and a private branch exchange that accommodates the same key telephone as an extension and accommodates an ISDN line as an outside line.・ The maximum allowable number of calls that can be used simultaneously for each data etc. (maximum number of usable call channels) is set in advance, and if the current number of incoming / outgoing calls reaches the maximum allowable number of calls, a new incoming / outgoing call A system that rejects connection is known (for example, see Patent Document 1).

  According to the button telephone system of Patent Document 1, the maximum allowable number of calls that can be used simultaneously for each call type is set in advance, and when the current number of incoming / outgoing calls reaches the maximum allowable number of calls, a new incoming / outgoing call is generated. Since the connection is rejected, the burden on the operator side can be greatly reduced by limiting the number of incoming and outgoing calls to the maximum allowable number of calls.

  In the case of such a system, for example, a system is known in which the maximum allowable number of calls is set for each time zone, and the maximum allowable number of calls is changed according to the same time zone.

  The conventional key telephone system includes an extension telephone on the operator side in the call center and a private branch exchange that accommodates the plurality of extension telephones and accommodates the ISDN line outside. System for arbitrarily setting the number of incoming calls to the ISDN line, and when the number of incoming calls to the ISDN line is exceeded, a release message is returned in response to the incoming call from the ISDN network side, and the incoming call to the extension telephone is prohibited. Is known (see, for example, Patent Document 2).

According to such a button telephone system of Patent Document 2, when the allowable number of incoming calls to the ISDN line is exceeded, a release message is returned in response to the incoming call from the ISDN network side, and the incoming call to the extension telephone is received. Therefore, the burden on the operator side can be greatly reduced by limiting the current number of incoming calls to the number of allowable incoming lines.
JP-A-8-102788 (see abstract and FIG. 1) JP 2004-112475 A (refer to abstract and FIG. 2)

  However, according to the button telephone system of Patent Document 1, when the maximum allowable number of calls that can be used simultaneously for each call type is set in advance and the current number of incoming / outgoing calls reaches the maximum allowable number of calls, a new incoming / outgoing call is received. The connection was refused, but the maximum allowable number of calls must be set before the start of operation. For example, it does not reflect the operating status of the operator on the extension telephone side related to the current incoming call handling. Actually, there is a demand for an outside line incoming call restriction function that strongly reflects the current operating status of the company.

  In addition, according to the above-described conventional button telephone system, the maximum allowable number of calls is set in advance for each time zone and the incoming call restriction is executed according to the time zone. Because it is necessary to know the current status of the caller in advance and set the maximum allowable number of calls, it does not reflect the current operation status of the operator on the extension telephone side regarding the current incoming call handling, but the current operation status of the operator There is a demand for an outside line incoming call restriction function that strongly reflects this.

  Further, according to the button telephone system of Patent Document 2, when the number of incoming calls to the ISDN line is exceeded, a release message is returned in response to the incoming call from the ISDN network side, and the incoming call to the extension telephone is received. However, since the number of allowable incoming lines is specified through the maintenance console, a special device such as a maintenance console must be used, and the extension telephone side operator handles the current incoming call. However, it is not a reflection of the current operation status of the operator, and an outside line incoming call restriction function that strongly reflects the current operation status of the operator is desired.

  The present invention has been made in view of the above points, and its object is to strongly reflect the current operating status of the operator on the extension telephone (button telephone) side by a simple operation without requiring a special device. It is an object of the present invention to provide a key telephone system that can set an outside line incoming call restriction.

  To achieve the above object, the key telephone system of the present invention accommodates a plurality of button telephones having a plurality of external line buttons and display means corresponding to the external line buttons, and has a plurality of call channels. And a control device that accommodates one or more digital telephone lines, and the control device is provided with an arbitrary call channel among a plurality of call channels in the digital telephone line for each of the external line buttons of the key telephone. A button telephone system for identifying and displaying an external line state of the call channel by display means corresponding to the assigned external line button and the call channel, wherein the control device performs an operation for designating the call channel on the button telephone side. If detected, the incoming call restriction setting means for setting the incoming call restriction to the call channel and the incoming call restriction setting means are set. And to have a reception control means for limiting the outside line call to the call channel.

  According to the key telephone system of the present invention configured as described above, when a call channel designation operation on the key telephone side is detected, an outside line incoming call restriction is set to the call channel, and an external line to the set call channel is set. Since incoming calls are restricted, there is no need for a special device, and it is possible to set an outside line incoming call restriction for each call channel assigned to the external line button by a simple designation operation on the key telephone side, for example, an external line button operation. Therefore, it is possible to set the incoming line restriction that strongly reflects the current operation status of the operator on the key telephone side.

  The key telephone system according to claim 1 of the present application accommodates a plurality of button telephones having a plurality of external line buttons and display means corresponding to the external line buttons, and has one or a plurality of telephone channels having a plurality of call channels. A control device for accommodating a digital telephone line, and the control device assigns an arbitrary call channel among a plurality of call channels in the digital telephone line to each of the external line buttons of the key telephone, A button telephone system for identifying and displaying an external line state of the call channel by display means corresponding to an external line button to which the channel is assigned, wherein the control device detects the call channel designation operation on the key telephone side. An incoming call restriction setting means for setting an incoming line restriction for the call channel, and a call channel set by the incoming call restriction setting means. And to have a reception control means for limiting the outside line call to.

  Therefore, according to the key telephone system of claim 1 of the present application, when an operation for designating the call channel on the key telephone side is detected, an outside line incoming call restriction for the call channel is set, and an outside line to the set call channel is set. Since incoming calls are restricted, there is no need for a special device, and it is possible to set an outside line incoming call restriction for each call channel assigned to the external line button by a simple designation operation on the key telephone side, for example, an external line button operation. Therefore, it is possible to set the incoming line restriction that strongly reflects the current operation status of the operator on the key telephone side.

  The button telephone system according to claim 2 of the present application is the configuration according to claim 1 of the present application, and when the control device detects an incoming call from the ISDN line network side through the ISDN line as the digital telephone line, Call setting message receiving means for receiving a call setting message including a channel identifier for designating the call setting message, and the incoming call control means, when receiving the call setting message through the call setting message receiving means, the channel identifier of the call setting message When the call channel specified in the above corresponds to the call channel set by the incoming call restriction setting means, the change flag identifying means for identifying the channel change flag of the channel identifier, and the channel of the channel identifier by the change flag identifying means When the change flag is identified as being able to change the channel, When there is an empty call channel in the empty channel determining means for determining whether or not there is an empty call channel other than the call channel for which the incoming call is restricted, the ISDN line network side And a notification means for notifying an empty call channel for receiving an incoming incoming call.

  According to the button telephone system according to claim 2 of the present application, in addition to the effect of claim 1 of the present application, when the call setting message is received, the call channel specified by the channel identifier of the call setting message is the incoming call restriction setting means. If the channel change flag of the same channel identifier is identified and the channel change flag of the same channel identifier is identified as possible to change the channel, the call other than the call channel for which the incoming line restriction is restricted It is determined whether or not there is a free channel, and when there is a free call channel, the ISDN line network is notified to the ISDN line network side of the free call channel for receiving the incoming incoming call. The side can recognize the free call channel for incoming calls based on the free call channel notification. It is possible to improve the incoming efficiency.

  Further, in the button telephone system according to claim 3 of the present application, in addition to the configuration according to claim 2 of the present application, when the idle channel determination unit does not have an idle call channel, the notifying unit is connected to the ISDN line network side. The disconnect message or the release message is notified.

  Therefore, according to the button telephone system according to claim 3 of the present application, in addition to the effect of claim 2 of the present application, when there is no free call channel, a disconnect message or a release message is notified to the ISDN line network side. Therefore, the ISDN line network side can terminate the incoming line call based on the disconnection message or the release message, so that the incoming call efficiency can be improved.

  In the button telephone system according to claim 4 of the present application, in the configuration according to claim 2 or 3, the notification means identifies the channel change flag of the channel identifier as being unchangeable by the change flag identifying means. Then, a disconnect message or a release message is notified to the ISDN line network side.

  Therefore, according to the button telephone system described in claim 4 of the present application, in addition to the effect described in claim 2 or 3 of the present application, when the channel change flag of the channel identifier is identified as the channel change impossible, the ISDN line network side In contrast, since the disconnect message or release message is notified, the ISDN line network side can terminate the incoming call on the basis of the disconnect message or release message, so that the incoming call efficiency can be improved. .

  The button telephone system according to claim 5 of the present invention is the configuration according to claim 1, 2, 3, or 4 of the present application, wherein the control device sets an outside line incoming call restriction to the call channel by the incoming call restriction setting means. Then, the plurality of key telephones are notified of the setting of the outside line incoming call restriction for the same call channel, and the plurality of button telephones are controlled by the display unit corresponding to the outer line button to which the same call channel is assigned. Added identification display during setting.

  Therefore, according to the button telephone system according to claim 5 of the present application, in addition to the effect of claim 1, 2, 3 or 4, when the outside line incoming call restriction to the call channel is set, a plurality of button telephones are set. On the other hand, the operator on the key telephone side is notified that the outside line incoming call restriction setting for the same call channel is notified and the outside line incoming call restriction setting is identified and displayed by the display means corresponding to the external line button to which the same call channel is assigned. By looking at the identification display on the display means, it is possible to recognize the outside line button corresponding to the call channel for which outside line incoming call restriction is set.

  Further, in the configuration of the button telephone system according to claim 6 of the present invention, in the configuration according to claim 1, 2, 3, 4 or 5, the control device cancels the call channel during the incoming line restriction on the button telephone side. When the operation for designating the same call channel for detecting the call is detected, the incoming call restriction canceling means for releasing the incoming call restriction on the call channel for which the same incoming call restriction is set is provided.

  Therefore, the key telephone system according to the sixth aspect of the present invention performs the operation of designating the call channel assigned to the external line button on the key telephone side in addition to the effect of the first, second, third, fourth or fifth aspect of the present invention. If detected, the restriction on the outside line to the call channel for which the same outside line is restricted is canceled, so that the operator on the key telephone side performs the same operation according to the designation operation of the outside line button corresponding to the call channel for which the outside line is restricted. It is possible to cancel the outside line restriction on the call channel.

  The button telephone system according to claim 7 of the present application is the configuration according to claim 6 of the present application, wherein the control device includes release mode setting means for switching between setting terminal release mode and all terminal release mode, and the incoming call When the restriction canceling means detects an operation for specifying the same call channel for canceling the restriction of the incoming call to the call channel for which the incoming call is restricted during the setting terminal release mode, the key telephone of the same operation performs the same call. Only when it is the same as the key telephone that has been operated to specify the outside line incoming call restriction on the channel, the outside line incoming call restriction on the same call channel is released, and the outside line to the call channel on which the outside line incoming call restriction is restricted during the all terminal release mode. When the operation for specifying the same call channel to release the incoming call restriction is detected, the incoming line restriction for the same call channel is released.

  Therefore, according to the button telephone system according to claim 7 of the present application, in addition to the effect of claim 6 of the present application, during the setting terminal release mode, the restriction on the outside line incoming call to the call channel that is restricted to the outside line incoming call is released. When the designated operation of the same call channel is detected, the external line restriction on the call channel is released only when the key telephone of the designated operation is the same as the key telephone that has been designated to operate the external line restriction of the call channel. At the same time, when an operation for specifying the same call channel for releasing the incoming call restriction on the call channel for which the incoming call is restricted is detected during the all terminal release mode, the incoming call restriction on the outgoing call channel is released. Therefore, two types of setting release modes, the setting terminal release mode and the all terminal release mode, can be provided.

  Further, in the configuration of claim 1, 2, 3, 4, 5, 6 or 7, the control device allocates the button telephone system according to claim 8 to the call channel in which the outside line incoming call is restricted. When a call operation of an external line button is detected, an external line call operation in which the call channel is designated and captured is executed while the external line incoming call restriction on the call channel is maintained.

  Therefore, according to the button telephone system according to claim 8 of the present application, in addition to the effect of claim 1, 2, 3, 4, 5, 6 or 7, the outside line assigned to the call channel for which the outside line incoming call is restricted. When a button call operation is detected, an outside line call operation that specifies and captures the same call channel is executed while maintaining the outside line incoming call restriction on the same call channel. It is possible to make an outside line designating the same call channel while maintaining the outside line incoming call restriction.

(Embodiment)
Next, a call center system showing an embodiment related to the button telephone system of the present invention will be described. FIG. 1 is a block diagram showing a schematic configuration inside a call center system according to the present embodiment.

  A call center system 1 shown in FIG. 1 accommodates an ISDN network 2, a plurality of multifunctional extension telephones (hereinafter simply referred to as extension telephones) 3 used by an operator, and an ISDN line 2A on the ISDN network 2 side. A private branch exchange (hereinafter simply referred to as PBX) 4 that accommodates a plurality of extension telephones 3 is provided.

  The PBX 4 establishes a communication path between the external line control circuit 11 that controls the communication interface with the ISDN line 2A, the internal line control circuit 12 that controls the communication interface with the plurality of extension telephones 3, and the external line control circuit 11 and the internal line control circuit 12. It has a speech path switch 13 to be formed, a storage device 14 for storing various programs and station data related to the PBX 4, and a central control device 15 for controlling the entire PBX 4.

  The storage device 14 has an external line number management table 21 that manages external line information related to the ISDN line 2A, and an internal telephone management table 22 that manages terminal information related to the internal telephone 3.

  2A and 2B are explanatory views simply showing the table contents of the external line number management table 21. FIG.

  The external line number management table 21 shown in FIG. 2 includes, for each external line number 21A that identifies the communication port inside the external line control circuit 11, a call channel number 21B that identifies the call channel inside the ISDN line 2A, and the use state of the call channel And an incoming call restriction setting terminal number 21D corresponding to an extension number for identifying an extension telephone 3 that specifies an incoming call restriction of the same call channel, which will be described later.

  FIG. 3 is an explanatory diagram showing a board surface of the extension telephone 3.

  An extension telephone 3 shown in FIG. 3 includes a handset 31 used for a call with a partner terminal, an operation button group 32 including various buttons such as a dial number and a hold button, and a liquid crystal display unit 33 that displays various information. And a plurality of external line buttons 34 for designating a call channel corresponding to the external line number, and each external line button 34 assigns an arbitrary external line number among the plurality of external line numbers 21A in the external line number management table 21. It is assumed that

  The external line button 34 shown in FIG. 3 assigns a call channel with an external line number “10-21”, for example, and when the call channel “14” corresponding to the external line number “10” is captured, the external line button corresponding to the external line number 10 34 is designated and operated. An LED (not shown) is incorporated in the outside line button 34 to identify and display the use state of the call channel corresponding to the outside line number assigned to the outside line button 34.

  FIG. 4 is an explanatory diagram briefly showing the contents of the extension telephone management table 22.

  The extension telephone management table 22 shown in FIG. 4 includes an outside line number 22B assigned to the outside line button 34 and the outside line button for each key number 22A corresponding to the key position corresponding to the outside line button 34 on the board of the extension telephone 3. 34 manages the display state 22C of the LED built in. The extension telephone management table 22 is managed for each extension telephone 3.

  FIG. 5 is a block diagram showing a schematic configuration inside the central control unit 15 inside the PBX 4.

  The central controller 15 shown in FIG. 5 includes an external line control interface 41 that controls a control interface with the external line control circuit 11, an internal line control interface 42 that controls a control interface with the internal line control circuit 12, an internal line control interface 42, and an external line control interface. 41, the outgoing call control unit 43 that controls outgoing calls of the extension telephone 3 through the terminal 41, the incoming call control part 44 that controls incoming calls to the extension telephone 3 through the extension control interface 42 and the outer line control interface 41, and the incoming call channel restriction described later. An incoming call restriction setting unit 45, an incoming call restriction release unit 46 for releasing incoming call restriction on the same call channel, and a control unit 47 for controlling the entire central controller 15.

  When the incoming call restriction setting unit 45 detects an incoming call restriction setting request from the extension telephone 3 through the extension control interface 12, the incoming call restriction setting unit 45 extracts the external line number included in the incoming call restriction setting request, and the call channel corresponding to the extracted external line number is extracted. Set incoming call restrictions. At this time, when the incoming call restriction setting unit 45 extracts the external line number included in the incoming call restriction setting request, the incoming call restriction setting unit 45 sets the use state 21C of the call channel 21B in the external line number management table 21 corresponding to the external line number 21A to “Incoming call restricted”. The extension number of the extension telephone 3 that has transmitted the incoming call restriction setting request is registered in the incoming call restriction setting terminal number 21D. The incoming call restriction setting request is output in response to the button operation of the external line button 34 + hold button on the extension telephone 3 side, that is, the external line button 34 + hold button corresponding to the external line number (call channel number) for which incoming call restriction is set. It is.

  The incoming call restriction setting unit 45 sets the use state 21C of the call channel 21B in the external line number management table 21 corresponding to the external line number 21A to be set as the incoming call restriction setting to “incoming call restriction”. An incoming call restriction completion display request indicating that the call has been completed is notified to all the extension telephones 3 provided with the outside line button 34 corresponding to the outside line number of the same call channel in the call center system 1. When each extension telephone 3 receives an incoming call restriction completion display request, each extension telephone 3 identifies and displays the LED of the external line button 34 corresponding to the external line number of the call channel for which incoming call restriction is set. At this time, when the extension telephone 3 that has transmitted the incoming call restriction setting request receives the incoming call restriction completion display request, the LED blinks in green, and the extension telephones 3 other than the extension telephone 3 receive the incoming call restriction completion display request. LED is displayed in red blinking. The control unit 47 updates and registers the display state 22C in the extension telephone management table 22 of each extension telephone 3.

  In addition, the incoming call restriction release unit 46, when detecting an incoming call restriction release request from the extension telephone 3 through the extension control interface 42, a mode determination unit 46A that determines whether the current release setting mode is the set terminal release mode or the all terminal release mode; When the current release setting mode is the setting terminal release mode, the individual release authentication unit 46B authenticates whether or not the extension telephone 3 that has issued the incoming call restriction release request is an extension telephone 3 that can release the incoming call restriction of the same call channel. And have. The incoming call restriction cancellation request is output in response to the button operation of the external line button 34 assigned to the external line number corresponding to the call channel for which incoming calls are restricted on the extension telephone 3 side.

  The release setting mode includes a setting terminal release mode in which the incoming call restriction of the same call channel can be released only from the extension telephone 3 that has requested the setting of the incoming call restriction of the call channel, and the incoming call restriction of the call channel by operation from all the extension telephones 3 There are two modes: all terminal release mode that can release The release setting mode is executed by the mode setting unit 47A in the control unit 47 in accordance with a mode setting operation on the extension telephone 3 side or a setting operation of a management console (not shown) that manages the control contents in the PBX 4. .

  The incoming call restriction release unit 46 determines that the extension number of the extension telephone 3 that has sent the incoming call restriction release request is being restricted through the individual release authentication unit 46B when the current release setting mode is the set terminal release mode in the mode determination unit 46A. It is determined whether or not it matches the incoming call restriction setting terminal number 21D in the external line management table 21 corresponding to the call channel of the telephone line, and the extension number of the extension telephone 3 that has issued the call restriction release request is the incoming call restriction of the call channel. When it matches the set terminal number 21D, the incoming call restriction on the same call channel is canceled. At this time, the incoming call restriction canceling unit 46 sets the use state 21C of the call channel 21B corresponding to the external line number 21A in the external line number management table 21 to “free”, and erases the contents of the incoming call restriction setting terminal number 21D. It is.

  Further, the incoming call restriction release unit 46 releases the incoming call restriction if the extension number of the extension telephone 3 that has transmitted the incoming call restriction release request does not match the incoming call restriction setting terminal number of the call channel through the individual release authentication unit 46B. This is to notify the extension telephone 3 that has issued the incoming call restriction release request that the release cannot be accepted indicating that the request cannot be accepted.

  Further, the incoming call restriction release unit 46, when the current release setting mode is the all terminal release mode in the mode determination unit 46A, does not require the authentication operation of the individual release authentication unit 46B, and the external line number included in the incoming call restriction release request This cancels the incoming call restriction of the call channel corresponding to. At this time, the incoming call restriction canceling unit 46 sets the use state 21C of the call channel corresponding to the external line number 21A in the external line number management table 21 to “free” and erases the contents of the incoming call restriction setting terminal number 21D. is there.

  In addition, when the incoming call restriction release unit 46 releases the incoming call restriction on the call channel corresponding to the external line number in response to the incoming call restriction release request from the extension telephone 3, the incoming call restriction release indicates that the incoming call restriction on the same call channel has been released. The completion display request is notified to all the extension telephones 3 provided with the outside line button 34 corresponding to the outside line number of the call channel in the call center system 1. When each extension telephone 3 receives the incoming call restriction release completion display request, each extension telephone 3 turns off the blinking LED indicating that incoming calls are being restricted. At this time, the control unit 47 updates and registers the table state 22C in the extension telephone management table 22.

  The incoming call control unit 44 receives a call setting message receiving unit 44A that receives a call setting message including a channel identifier for designating a communication channel from the ISDN network 2 through the external line control interface 41, and receives the call setting message receiving unit 44A. When the call channel specified by the channel identifier of the call setup message corresponds to a call channel whose call is restricted, the change flag identifying unit 44B for identifying the channel change flag of the channel identifier and the change flag identifying unit 44B When the channel change flag of the channel identifier is identified as channel changeable, there is an empty channel determination unit 44C for determining whether or not there is an empty channel in a call channel other than the call channel for which the incoming call is restricted, and there is an empty call channel In this case, notify the ISDN network 2 side of the empty call channel. And a message notification unit 44D.

  When the call channel specified by the channel identifier of the call setting message received by the call setting message receiving unit 44A is being restricted, the change flag identifying unit 44B can change the channel change flag of the channel identifier or change the channel. Is to identify.

  If the call channel specified by the channel identifier of the call setting message corresponds to a call channel whose call is being restricted, the incoming call control unit 44 restricts incoming calls to the call channel. If the call channel specified by the channel identifier does not correspond to a call channel for which incoming calls are restricted, as usual, if the call channel is empty, an incoming call to the call channel is executed.

  In addition, when the channel change flag of the channel identifier of the call setting message indicates that the channel can be changed, the free channel determination unit 44C determines whether there is a free call channel in another call channel other than the call channel for which the incoming call is restricted. Judgment.

  The message notification unit 44D notifies the ISDN network 2 of an empty call channel when there is an empty call channel in a call channel other than the call channel whose call reception is restricted by the empty channel determination unit 44C.

  In addition, when there is no idle call channel in a call channel other than the call channel for which the incoming call is restricted by the idle channel determination unit 44C, the message notification unit 44D notifies the ISDN network 2 of a disconnect message or a release message. Is.

  In addition, when the change flag identifying unit 44B indicates that the channel change flag of the channel identifier of the call setting message cannot change the channel, the incoming call control unit 44 does not accept the same line incoming call, but does not accept the incoming call, and the disconnection message or the release message. Is notified to the ISDN network 2 side.

  Also, when the call control unit 43 detects a call operation from the extension telephone 3 through the extension control interface 42, the call control unit 43 captures the call channel according to an external line button operation on the extension telephone 3 side, that is, a call channel designation operation. The outgoing call operation is executed using the captured call channel.

  In addition, when the call control unit 43 detects a call operation from the extension telephone 3 through the extension control interface 42, the call control unit 43 maintains the outside line incoming call restriction of the call channel in accordance with the call channel designation operation during the outside line restriction. A call channel whose incoming line is restricted is captured, and a call operation is performed using the captured call channel.

  The key telephone system described in the claims of the present application is the call center system 1, the key telephone is the extension telephone 3, the outside line button 34 is the outside line button 34, the display means is the LED, the digital telephone line is the ISDN line 2A, and the control device is the center in the PBX 4. Control device 15, incoming call restriction setting means is incoming call restriction setting part 45, incoming call control means is incoming call control part 44, call setting message receiving means is call setting message receiving part 44A, change flag identifying means is change flag identifying part 44B, empty channel The determination means corresponds to the free channel determination section 44C, the notification means corresponds to the message notification section 44D, the incoming call restriction release means corresponds to the incoming call restriction release section 46, and the release mode setting means corresponds to the mode setting section 47A.

  Next, the operation of the call center system 1 showing this embodiment will be described. FIG. 6 is an operation sequence diagram showing processing operations of the entire call center system 1 related to the incoming call restriction setting processing of the present embodiment.

  The incoming call restriction setting process shown in FIG. 6 is a process for setting an incoming call restriction for an arbitrary call channel among a plurality of call channels in the call center system 1 by a simple designation operation on the extension telephone 3 side.

  In FIG. 6, when the extension telephone 3 detects an off-hook operation (step S11), it transmits the off-hook to the PBX 4 (step S12).

  Further, after the off-hook operation, the extension telephone 3 detects the button operation of the outside line button 34 and the hold button corresponding to the call channel for which call restriction is set (step S13), and corresponds to this call restriction target call channel. An incoming call restriction setting request including an outside line number is transmitted to the PBX 4 (step S14).

  When the PBX 4 receives the incoming call restriction setting request through the extension control interface 42, the PBX 4 extracts the external line number subject to the incoming call restriction setting through the incoming call restriction setting unit 45 (step S15), and the external line number management table 21 corresponding to the external line number 21A. By setting the usage state 21C of the call channel 21B of the call channel to “incoming call restriction”, the incoming line restriction of the call channel is set (step S16). The incoming call restriction setting terminal number 21D corresponding to the external line number 21A in the external line number management table 21 is also used to register the extension number of the extension telephone 3 that has transmitted the incoming call restriction setting request.

  When the PBX 4 sets the outside line incoming call restriction of the same call channel through the incoming call restriction setting unit 45, the all extension telephones provided with the outside line button 34 to which the incoming call restriction completion display request is assigned the outside line number of the same call channel in the same call center system 1. 3 (step S17).

  When the extension telephone 3 that has sent the incoming call restriction setting request receives the incoming call restriction completion display request, the LED of the external line button 34 corresponding to the external line number of the call channel for which the external line incoming call restriction has been set is displayed in green so as to display the incoming call restriction setting. Flashes (step S18). Note that the operator on the extension telephone 3 side can recognize that he / she has restricted the call channel of the external line button 34 corresponding to the LED in response to the LED blinking in green.

  Further, when the extension telephone 3 other than the extension telephone 3 that has transmitted the incoming call restriction setting request receives the incoming call restriction completion display request in step S17, the external line button corresponding to the external line number of the call channel for which the external line incoming call restriction is set. The LED 34 blinks in red to display the incoming call restriction setting (step S19). The operator on the extension telephone 3 side can recognize that the call channel of the external line button 34 corresponding to the LED has been restricted in response to the red blinking of the LED.

  When the extension telephone 3 that has transmitted the incoming call restriction setting request detects an on-hook operation (step S20), the extension telephone 3 transmits the on-hook to the PBX 4 (step S21), thereby ending the processing operation related to the incoming call restriction setting process.

  According to the incoming call restriction setting process shown in FIG. 6, when an incoming call restriction setting request is detected in response to the button operation of the outside line button 34 and the hold button corresponding to the call channel to be restricted by the operator on the extension telephone 3 side, The use state 21C corresponding to the call channel 21B in the external line number management table 21 corresponding to the external line number 21A included in the restriction setting request is set to “incoming call restriction” to set the external line incoming call restriction to the call channel. Thus, the operator on the extension telephone 3 side can set the incoming call restriction for an arbitrary call channel with a simple operation.

  Next, an operation for canceling the incoming call restriction on the call channel by an operator operation on the extension telephone 3 will be described. FIG. 7 is an operation sequence diagram showing processing operations of the entire call center system 1 related to the incoming call restriction release processing of the present embodiment.

  The incoming call restriction release process shown in FIG. 7 is a process for releasing the external line incoming call restriction for the call channel set in the incoming call restriction setting process shown in FIG.

  In FIG. 7, when the extension telephone 3 detects an off-hook operation (step S31), it transmits the off-hook to the PBX 4 (step S32).

  Further, after the off-hook operation, the extension telephone 3 detects the button operation of the outside line button 34 corresponding to the outside line number of the call channel for which the outside line incoming call restriction is to be canceled (step S33), the outside line incoming call restriction release. An incoming call restriction release request including the target external line number is transmitted to the PBX 4 (step S34).

  When the PBX 4 receives the incoming call restriction release request through the extension control interface 42, the PBX 4 extracts the external line number included in the incoming call restriction release request through the incoming call restriction release unit 46 (step S35), and the current release setting mode through the mode determination unit 46A. Is in the set terminal release mode (step S36).

  When the current release setting mode is the set terminal release mode, the PBX 4 uses the individual release authentication unit 46B to set the extension number of the extension telephone 3 that has issued the incoming call restriction release request to the call for which the incoming line restriction restriction is released in the external number management table 21. It is determined whether or not it matches the extension number of the incoming call restriction setting terminal number 21D corresponding to the channel (step S37).

  When the extension number of the extension telephone 3 that has sent the incoming call restriction release request matches the extension number of the incoming call restriction setting terminal number corresponding to the call channel for which the incoming call restriction release is to be canceled, the PBX 4 The use state 21C related to the call channel 21B in the external line number management table 21 corresponding to 21A is set to “vacant” and the contents of the incoming call restriction setting terminal number 21D are deleted, thereby canceling the external line incoming call restriction for the same call channel (step) S38).

  When the PBX 4 cancels the external line incoming call restriction of the same call channel through the incoming call restriction release unit 46, the PBX 4 has an external line button 34 to which an incoming call restriction release completion display request is assigned an external line number of the same call channel in the same call center system 1. It transmits to the telephone 3 (step S39).

  When the extension telephone 3 that has sent the incoming call restriction release request receives the incoming call restriction release completion display request, the extension telephone 3 corresponding to the external line number of the call channel for which the external line incoming call restriction has been released, The light is turned off to display the restriction release completion (step S40). The operator on the side of the extension telephone 3 can recognize that the incoming call restriction on the call channel of the external line button 34 corresponding to the LED is released in response to the turning off of the LED blinking in green.

  Further, when the extension telephone 3 other than the extension telephone 3 that has transmitted the incoming call restriction release request receives the incoming call restriction release completion display request in step S39, the external line corresponding to the external line number of the call channel for which the incoming call restriction is released The red blinking LED of the button 34 is turned off to display the incoming call restriction release completion (step S41). The operator on the side of the extension telephone 3 can recognize that the incoming call restriction on the call channel of the external line button 34 corresponding to the LED has been canceled in response to the turning off of the LED blinking in red.

  When the extension telephone 3 that has sent the incoming call restriction release request detects an on-hook operation (step S42), the extension telephone 3 transmits the on-hook to the PBX 4 (step S43), thereby ending the processing operation related to the incoming call restriction release process.

  In addition, when the current release setting mode is not the set terminal release mode but the all terminal release mode through the mode determination unit 46A in step S36, the PBX 4 does not require individual authentication, and the external number 21A of the incoming call restriction release request is sent. In step S38, the usage state 21C related to the call channel 21B in the corresponding external line number management table 21 is set to “vacant” and the content of the incoming call restriction setting terminal number 21D is deleted, so that the external line incoming call restriction on the call channel is canceled. Migrate to

  In addition, the PBX 4 matches the extension number of the incoming call restriction setting terminal number corresponding to the call channel for which the incoming line restriction is to be released, with the extension number of the extension telephone 3 that sent the incoming call restriction release request through the individual release authentication unit 46B in step S37. If not, the call channel is not released, and a cancellation acceptance impossible is transmitted to the extension telephone 3 that has issued the incoming call restriction release request (step S44), thereby terminating the processing operation.

  According to the incoming call restriction release process shown in FIG. 7, when the current release setting mode is the setting terminal release mode, an incoming call is received in response to the button operation of the external line button 34 corresponding to the call channel for which incoming calls are restricted by the operator on the extension telephone 3 side. When a restriction release request is detected, this incoming call restriction is applied only when the extension number of the extension telephone 3 that has transmitted the same incoming call restriction release request matches the extension number of the extension telephone 3 that has restricted the incoming call restriction release target call channel. Since the use state 21C corresponding to the call channel 21B in the external line number management table 21 corresponding to the external number included in the release request is set to “free”, the restriction on the incoming call to the call channel is released. The operator on the extension telephone 3 side can cancel the incoming call restriction of the call channel for which the incoming call restriction is set by a simple operation.

  Further, according to the incoming call restriction release processing, even when the current release setting mode is set terminal release mode, the extension number of the extension telephone 3 that has issued the incoming call restriction release request and the extension for which the incoming call restriction release target call channel is restricted. If the extension number of the telephone 3 does not match, the incoming call restriction is not canceled without canceling the incoming call restriction on the same call channel, and the extension restriction 3 is transmitted to the extension telephone 3 that issued the incoming call restriction release request. It is possible to prohibit the cancellation of the incoming call restriction on the call channel by the operator.

  Further, according to the incoming call restriction release processing, when the current release setting mode is the all terminal release mode, the incoming call restriction release is performed according to the button operation of the external line button 34 corresponding to the call channel for which incoming calls are restricted by the operator on the extension telephone 3 side. When the request is detected, the use state 21C corresponding to the call channel 21B in the external line number management table 21 corresponding to the external line number included in the incoming call restriction release request is set to “free”, and an external line incoming to the call channel is set. Since the restriction is released, the operator on the extension telephone 3 side in the call center system 1 can release the incoming call restriction of the call channel whose incoming call is restricted by a simple operation.

  Next, incoming call control processing on the PBX 4 side when an incoming call from the ISDN network 2 occurs will be described. FIG. 8 is a flowchart showing the processing operation inside the central control device 15 of the PBX 4 related to the incoming call control processing of this embodiment.

  The incoming call control process shown in FIG. 8 is an incoming call process on the PBX 4 side when an outside line incoming call occurs from the ISDN network 2.

  In FIG. 8, whether the incoming call control unit 44 in the central control unit 15 inside the PBX 4 has received a call setup message from the ISDN network 2 in response to detection of an incoming incoming call on the ISDN network 2 side through the call setup message receiving unit 44A. It is determined whether or not (step S51).

  When receiving the call setting message, the incoming call control unit 44 extracts the channel identifier in the call setting message (step S52), and based on the table contents of the external line number management table 21, the call channel specified by the channel identifier is extracted. It is determined whether or not the use state 21C is incoming call restriction (step S53).

  The incoming call control unit 44 determines whether the channel change flag of the channel identifier is changeable through the change flag identifying unit 44B when the use state of the call channel specified by the channel identifier is being restricted. (Step S54).

  When the channel change flag of the same channel identifier is changeable, the incoming call control unit 44 determines whether there is a call channel other than the call channel whose call reception is restricted through the free channel determination unit 44C based on the use state 21C in the external line number management table 21. It is determined whether or not there is an empty call channel (step S55).

  When there is an empty call channel, the incoming call control unit 44 transmits the empty call channel to the ISDN network 2 through the message notification unit 44D (step S56), and ends this processing operation.

  If the incoming call control unit 44 has not received a call setting message in step S11, the incoming call control unit 44 ends this processing operation.

  In addition, when the use state of the call channel specified by the channel identifier is not in the incoming call restriction in step S13, the incoming call control unit 44 determines whether or not the use state of the call channel is empty (step S57).

  When the use state of the call channel is idle, the incoming call control unit 44 transmits a CallProc message to the ISDN network 2 side through the message notification unit 44D (step S58), and receives an incoming call for an incoming call on this call channel to the extension telephone. 3 (step S59), and an alert message indicating that the extension telephone 3 is being called is transmitted to the ISDN network 2 side (step S60), and this processing operation is terminated.

  In addition, when the use state of the call channel is not empty in step S57, the incoming call control unit 44 proceeds to step S54 in order to determine whether or not the channel change flag in the channel identifier can be changed. .

  In addition, the incoming call control unit 44, if the channel change flag in the channel identifier is not changeable in step S53, that is, if the channel change is impossible, or among the call channels other than the call channel that is restricted incoming call in step S54, If there is no call channel in the idle state, the disconnection message is notified to the ISDN network 2 side through the message notification unit 44D (step S61), and this processing operation is terminated.

  According to the incoming call control process shown in FIG. 8, when a call setup message corresponding to an incoming call from the ISDN network 2 is received, whether or not the call channel specified by the channel identifier of the call setup message is being restricted. If the incoming call channel is restricted, the incoming call to the outgoing call channel is restricted, and whether the channel change flag of the same channel identifier is changeable is determined. In this case, it is determined whether or not there is a call channel in an empty state other than the call channel, and if there is a call channel in an empty state, the call channel is transmitted to the ISDN network 2 side. Therefore, it is possible to notify the ISDN network 2 of a call channel that is in an idle state while restricting incoming calls on a call channel that is being restricted from incoming calls.

  In addition, according to the incoming call control process, the call channel specified by the channel identifier is restricted for incoming calls, the channel change flag of the channel identifier can be changed, and the call is free in other call channels other than the call channel. When there is no channel, the disconnect message is notified to the ISDN network 2 side, so it is possible to limit the incoming call to the call channel for which the incoming line restriction is restricted, and the ISDN network 2 side can set the external line based on the disconnect message. Since the incoming call can be terminated, the incoming call efficiency can be improved.

  In addition, according to the incoming call control process, when the call channel specified by the channel identifier is restricted for incoming calls and the channel change flag of the channel identifier cannot be changed, a disconnect message is notified to the ISDN network 2 side. In addition, it is possible to restrict the incoming call to the call channel for which the incoming call is restricted, and at the ISDN network 2 side, the incoming call can be terminated based on the disconnection message, so that the incoming call efficiency can be improved.

  According to the present embodiment, when a call channel designation operation assigned to the outside line button 34 on the extension telephone 3 side is detected, an outside line incoming call restriction on the call channel is set, and an outside line incoming call to the set call channel is set. Since the restriction is made, an outside line incoming call restriction is set for each call channel assigned to the outside line button 34 by a simple button operation of the outside line button 34 and the hold button on the extension telephone 3 side without requiring a special device. Therefore, it is possible to set an outside line incoming call restriction that strongly reflects the current operation status of the operator on the extension telephone 3 side.

  In addition, according to the present embodiment, when a call setup message is received, if the call channel specified by the channel identifier of the call setup message corresponds to a call channel whose incoming call is restricted, the channel change flag of the channel identifier is identified. When the channel change flag of the same channel identifier is identified as channel changeable, it is determined whether there is an empty call channel in a call channel other than the call channel for which incoming calls are restricted. Since the ISDN network 2 side is notified of a free call channel for incoming incoming calls, the ISDN network 2 side recognizes the free call channel for incoming external calls based on the free call channel notification. Therefore, it is possible to improve the incoming call efficiency.

  Further, according to the present embodiment, when there is no free call channel, the disconnect message or release message is notified to the ISDN network 2 side. Based on this, the outside line incoming call can be terminated.

  Also, according to the present embodiment, when the channel change flag of the same channel identifier is identified as being incapable of channel change, the ISDN network 2 side notifies the disconnect message to the ISDN network 2 side. Since the outside line incoming call can be terminated based on the disconnect message, the incoming call efficiency can be improved.

  Further, according to the present embodiment, when the restriction on the incoming call line to the call channel is set, the LED corresponding to the outside line button 34 to which the call channel is assigned is identified and displayed in order to notify that the call call is being restricted. Thus, the operator on the extension telephone 3 side can recognize the external line button 34 corresponding to the call channel for which incoming calls are restricted by looking at the LED identification display.

  In addition, according to the present embodiment, when a call channel designation operation assigned to the external line button 34 on the extension telephone 3 side is detected, the incoming call restriction on the call channel under the same incoming call restriction is canceled. The operator on the telephone 3 side can release the incoming call restriction on the call channel according to the designation operation of the outside line button 34 corresponding to the call channel for which the incoming call is restricted.

  In addition, according to the present embodiment, when an operation for designating the same call channel for releasing the incoming call restriction on the call channel for which incoming calls are restricted is detected during the setting terminal release mode, the extension telephone 3 of the designated operation is detected. Only when the extension number matches the extension number (incoming call restriction setting terminal number) of the extension telephone 3 for which the incoming call restriction of the same call channel has been specified, the incoming call restriction of the same call channel is canceled and the all-terminal release mode is in effect. When the operation for designating the same call channel to cancel the call restriction on the call channel for which the incoming call is restricted is detected, the incoming call restriction on the same call channel is released. Two release setting modes can be provided.

  Further, according to the present embodiment, when a call operation of the external line button 34 assigned to a call channel for which incoming calls are restricted is detected, an external call that specifies and captures the call channel while maintaining the incoming call restrictions on the call channel. Since the operation is executed, the operator on the extension telephone 3 side can make an outside line specifying the call channel while maintaining the incoming call restriction on the call channel.

  In the above embodiment, the call center system 1 including the PBX 4 that accommodates the ISDN line 2 outside the line has been described as an example. However, the same applies to the call center system including a control server that accommodates the IP line outside the line, for example. Needless to say, an effect can be obtained.

  According to the key telephone system of the present invention, when a call channel designation operation on the key telephone side is detected, an outside line incoming call restriction on the call channel is set, and an outside line incoming call on the set call channel is restricted. Therefore, it is possible to set an outside line incoming call restriction for each call channel assigned to the external line button by a simple operation on the key telephone side, for example, an external line button operation without requiring a special device. This is useful for, for example, a call center system in which a plurality of extension telephones can be accommodated in an extension, which can set an incoming line restriction that strongly reflects the current operation status of the operator on the side.

The block diagram which shows schematic structure of the whole call center system which shows embodiment in connection with the button telephone system of this invention Explanatory drawing which shows the table content of the external line number management table inside the memory | storage device in PBX in connection with this Embodiment. Explanatory drawing which shows the board surface of the extension telephone in connection with this Embodiment Explanatory drawing which shows the table content of the extension telephone management table in the memory | storage device in PBX in connection with this Embodiment. The block diagram which shows schematic structure inside the central control apparatus of PBX in connection with this Embodiment Operation sequence diagram showing processing operation of the entire call center system of incoming call restriction setting processing according to the present embodiment Operation sequence diagram showing processing operation of entire call center system of incoming call restriction release processing according to the present embodiment The flowchart which shows the processing operation inside the central controller in PBX of the incoming call control processing concerning this Embodiment

Explanation of symbols

1 Call center system (button telephone system)
2A ISDN line (digital telephone line)
3 Extension telephone (button telephone)
4 PBX (control device)
15 Central control unit (control unit)
34 Outside line button 44 Incoming call control unit (incoming call control means)
44A Call setting message receiving unit (call setting message receiving means)
44B Change flag identifying unit (change flag identifying means)
44C Free channel determination unit (free channel determination means)
44D Message notification unit (notification means)
45 Incoming call restriction setting section (reception restriction setting means)
46 Incoming call restriction canceling part (Receiving restriction canceling means)
47A Mode setting section (cancellation mode setting means)

Claims (8)

A control device that accommodates a plurality of external telephone buttons and a plurality of button telephones equipped with display means corresponding to the external line buttons and accommodates one or a plurality of digital telephone lines having a plurality of communication channels. The control device allocates an arbitrary call channel among a plurality of call channels in the digital telephone line for each of the external line buttons of the key telephone, and display means corresponding to the external line button to which the call channel is assigned A button telephone system for identifying and displaying the external line status of the call channel by
The controller is
Upon detecting the call channel designation operation on the key telephone side, incoming call restriction setting means for setting an external line incoming call restriction to the call channel;
A button telephone system comprising: incoming call control means for restricting incoming calls to a call channel set by the incoming call restriction setting means. The controller is
A call setting message receiving means for receiving a call setting message including a channel identifier for designating a call channel from the ISDN line network side when detecting an incoming call through the ISDN line as the digital telephone line;
The incoming call control means includes:
When the call setup message is received through the call setup message receiving means, if the call channel specified by the channel identifier of the call setup message corresponds to the call channel set by the incoming call restriction setting means, the channel change of the channel identifier is performed. A change flag identifying means for identifying the flag;
When the change flag identifying means identifies that the channel change flag of the same channel identifier can be changed, the available channel determining means for determining whether or not there is a free call channel other than the call channel for which the incoming line call is restricted. When,
2. A notification means for notifying the idle call channel for receiving the incoming call to the ISDN line network side when there is an idle call channel in the idle channel determination means. The described button telephone system. The notification means includes
3. The button telephone system according to claim 2, wherein when there is no empty call channel in the empty channel determination means, a disconnect message or a release message is notified to the ISDN line network side. The notification means includes
3. A disconnect message or a release message is notified to the ISDN line network side when a channel change flag of the same channel identifier is identified as impossible to change by the change flag identifying means. 3. The button telephone system according to 3.   When the incoming call restriction setting means sets the incoming line restriction to the call channel, the control device notifies the plurality of key telephones that the incoming call line restriction of the call channel is being set. 5. The key telephone system according to claim 1, wherein the key telephone system is configured to identify and display that the outside line incoming call restriction is being set by display means corresponding to the outside line button to which the call channel is assigned. The controller is
Upon detecting a call channel designation operation for releasing the call channel for which the external line incoming call restriction is restricted on the key telephone side, there is an incoming call restriction releasing means for releasing the external line incoming call restriction to the call channel for which the external line incoming call restriction is set. 6. The key telephone system according to claim 1, 2, 3, 4 or 5. The controller is
Having a release mode setting means for switching between setting terminal release mode and all terminal release mode,
The incoming call restriction releasing means is
When the operation for designating the same call channel for releasing the restriction on the incoming call to the call channel for which the incoming call for incoming calls is restricted is detected during the setting terminal release mode, Only when the key phone is the same as the key phone for which the operation was specified, canceling the outside line restriction for the same call channel,
When the operation for designating the same call channel for canceling the restriction on the incoming call to the call channel for which the incoming call for incoming calls is restricted is detected during the all terminal release mode, the incoming call restriction for the outgoing call channel is released. The button telephone system according to claim 6. The controller is
When a call operation of an external line button assigned to a call channel that is restricted to the external line is detected, an external line call operation is performed that designates and captures the call channel while maintaining the external line call restriction to the call channel. The button telephone system according to claim 1, 2, 3, 4, 5, 6 or 7.

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