JP2009147728A - Private branch exchange simultaneous enabling originating to a plurality of destinations from the same circuit - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a PBX capable of issuing outgoing requests to two circuits even if an outgoing request is issued from one circuit of a plurality of circuits contained in the PBX to a first circuit and then the other outgoing request is issued from the same circuit to a second circuit. <P>SOLUTION: In a PBX1 containing a plurality of inner circuits 2a to 2n, a control part 13 includes a plurality of outgoing request recognition means for recognizing a second or the subsequent outgoing request from the same inner circuit after a first outgoing request from one inner circuit, a virtual circuit outgoing means for calling an outgoing destination as a call from a virtual circuit provided in a private exchange when there arise a plurality of outgoing requests and a response detection means for detecting that any destination responds to the calling of a plurality of the destinations. <P>COPYRIGHT: (C)2009,JPO&INPIT

Description

  The present invention is, for example, a private branch exchange (hereinafter referred to as PBX) provided in a call center or the like, and is capable of making a call request to a plurality of lines (the other line while calling one line) simultaneously from the same line. Regarding PBX. That is, the present invention relates to a PBX that enables a PBX to monitor a line accommodated in the PBX and a computer and make a call request to a plurality of lines simultaneously from the same line in a system in which the PBX and the computer are linked. .

  Conventionally, a call request from an extension telephone mainly used for the PBX is made in response to one call request, and even if a second call request is notified to the PBX from the same extension telephone during this call, It is invalid. Therefore, it is impossible to call a plurality of extension telephones from one extension telephone and make a call with the extension telephone that has responded first.

  In a call center or the like, a PBX, a personal computer associated with the extension telephone, and a CTI management device that controls the private branch exchange, and the PBX that makes the telephone-related work more efficient by linking the extension telephone and the personal computer. / A personal computer interlocking system has been proposed (see, for example, Patent Document 1).

This PBX / personal computer link system is configured to call a destination telephone requested to be transmitted from a telephone associated with the personal computer when there is a transmission request from the personal computer.
JP 2000-324523 A

  However, in the above system, since the extension telephone and the personal computer are associated with each other, only one call call that can be operated simultaneously can be handled, and a plurality of calls cannot be operated.

  In a private branch exchange in which extension telephones are connected to a plurality of extension lines, such as a call center, it is desirable to send (transfer) incoming calls from outside lines to a plurality of extension telephones and to quickly respond to any of the extension telephones. It is.

  In the present invention, when there is a transmission (transfer) request from any one of a plurality of lines accommodated in the PBX, a transmission request is made to the plurality of lines at the same time. An object of the present invention is to provide a private branch exchange capable of releasing a line transmission (transfer) request.

  In order to solve the above-mentioned problem, in the PBX which accommodates a plurality of extension lines, there is a second or subsequent call request from the same extension line after a first call request from one extension line. A plurality of transmission request recognizing means for recognizing that, a virtual line transmission means for calling a destination as a transmission from a virtual line provided in the private branch exchange when a plurality of transmission requests are made, Response detecting means for detecting that any one of the destinations responds to the calls of the plurality of destinations is provided.

  Furthermore, the present invention is provided with call release means for releasing another destination call when any one of the destinations responds in the PBX.

  Furthermore, in the present invention, in the PBX, the multiple call request recognition unit has a function of recognizing by a special number that the call is a call request to a plurality of call destinations. The PBX includes a function of associating the plurality of extension lines with a personal computer and transmitting a plurality of outgoing requests to the personal computers associated with the PBX.

  According to the present invention, in the PBX, the plurality of transmission requests are transmission requests for a plurality of lines or transfer requests for a plurality of lines. Furthermore, the call request is a call request to an outside line or an extension line.

  Furthermore, in order to achieve the above object, the present invention includes a PBX that accommodates a plurality of telephones and performs call control, a CTI (Cmputer Telephony Integration) management apparatus that aggregates telephone control requests and responses from a personal computer, and a personal computer. A system having a telephone directory used in common.

  This CTI device has a communication unit that aggregates requests from personal computers, notifies the PBX and notifies individual personal computers of responses from the PBX, and relays control of the telephone.

  In addition to the telephone exchange control, the PBX has a communication unit that receives or responds to a request from a personal computer via the CTI management apparatus, and has a control unit that executes control of the telephone in response to the request.

  Furthermore, when there are multiple outgoing requests from the same personal computer, the control unit generates a virtual extension inside the private branch exchange, and can handle it as if it were a client-owned extension and control multiple calls. Is possible. Further, when a call request to the same extension number is received, the call is interrupted, and it becomes possible to stop unnecessary calls.

  According to the present invention, a plurality of parties can be called simultaneously at the time of outgoing call or transfer, and a call destination can be added and deleted at an arbitrary timing, so that the probability of finding a call partner can be increased.

  In the present invention, when making a call from a telephone directory on a personal computer, a plurality of calls other than linked extension telephones can be operated, and a plurality of parties who may be able to transfer a call are transferred. You can search and send. In this way, by adding and deleting a plurality of telephones and calling them, it becomes possible to find a compatible partner in a short time.

  If the calling party does not answer for a long time, the calling party can be interrupted or another party can be added to the called party by selecting the calling party again. At this time, it is possible to call a plurality of extension numbers by calling an extension group such as a pickup group and connect to the extension that responded. However, this group is fixed registration in the entire system, and can be easily changed for each user. I can't do it. Furthermore, since the extension numbers of the entire group are called, extension numbers that do not need to be called are also called.

  In the present invention, even if only the extension number requested to be transmitted from the telephone directory provided in the personal computer is called and temporarily called, it is possible to cancel the call request by selecting the unnecessary extension number again. Further, there is an advantage that an arbitrary partner can be called for each user and is not influenced by the extension group set on the system side.

[First Embodiment] The configuration of a private branch exchange system to which the first embodiment of the present invention is applied will be described below with reference to FIG. In the private branch exchange system according to the first embodiment, a private branch exchange (PBX) is provided with a function for making a call or transfer from a virtual line, thereby making a call request or a plurality of transfer destinations from the same extension line to a plurality of destinations. This is an example in which a transfer request can be made.

  This private branch exchange system includes a PBX 1, a communication network 7 connected to the PBX 1 via an external line, and extension telephones 2a to 2n connected to the PBX 1 via an extension line.

  The PBX 1 includes a switch circuit 11, storage means (RAM) 12 for storing and storing various data, a control unit 13, an external trunk 14 to which an external line is connected, and extension telephones 2a to 2n via the extension line. And an extension trunk 15 accommodated therein. External line telephones 5 a and 5 b are connected to the external line via the communication network 7.

  The switch circuit 11 is a switch circuit that connects an external line and an extension line and connects the extension lines.

  The control unit 13 is a means for controlling the overall operation of the PBX 1 and further has a function of recognizing that there is a request for transmission or transfer from the same extension line to a plurality of lines, and a plurality of requests from the same extension line. It has a function of notifying each line of a call request or transfer request from the virtual extension line when there is a call request or transfer request to the line.

  The operation of multiple outgoing requests or multiple transfer requests in this private branch exchange system will be described with reference to FIG.

[Multiple calls to outside line] When a caller raises the handset of the extension telephone 2a to make an outside line call, DTE-HOOK (off-hook information) is sent to the PBX 1 (S1). The PBX 1 transmits a dial tone (DT) to the extension telephone (extension line) 2a (S2). Here, when the first external line number (5a) is dialed (S3), a transmission request 5a requesting transmission to the first external line is sent to the PBX 1 (S4). The PBX 1 captures the outside line, calls the first destination outside line telephone (outside line) 5a (S5), and notifies the extension line telephone 2a of a call request 5a response (S6). The extension telephone 2a is calling the external telephone 5a (S7).

  Here, when the extension telephone 2a dials (# 5b) the second destination external telephone 5b with a plurality of call request special numbers # (S8) (S8), the PBX1 is notified of the second call request (# 5b). (S9). The PBX 1 recognizes that it is the second call request from the extension telephone 2a (S10), captures the second external line, calls the external telephone 5b (S11), and sends the extension telephone 2a to the extension telephone 2a. The reception of the transmission request # 5b is notified (S12). By this processing, the virtual extension telephone 2v and the external telephone 5b are ringing (S13).

  In this state, when there is a response from the external telephone 5a to the call request # 5a (S14), the PBX 1 notifies the call request # 5a response to the extension telephone 2a (S15) and releases the call to the external telephone 5b. (S16). The extension telephone 2a and the external telephone 5a are in a call state (S17). In this way, it is possible to make a call from one extension telephone to a plurality of external telephones at the same time, and it is possible to make a call with an external telephone that has responded earlier.

[Transfer Request] When a call is to be transferred to another extension telephone during a call between the extension telephone 2a and the external telephone 5a, a hold request is sent from the extension telephone 2a (S18). The request is notified to the PBX 1 (S19), and the hold sound is sent from the PBX 1 to the external telephone 5a (S20), and the hold sound is also sent to the extension telephone 2a (S21). When the extension telephone number (# 2b) is dialed with the transfer request special number # from the extension telephone 2a (S22), the hold transfer request # 2b is notified to the PBX 1 (S23). The PBX 1 sends a calling signal to the extension telephone 2b (S24), and notifies the extension telephone 2a of acceptance of the hold transfer request # 2b (RBT) (S25). The extension telephone 2a is calling the extension telephone 2b (S26). In this state, when the extension telephone 2a dials the second transfer destination extension telephone 2c with the hold transfer request special number # (S27), the hold transfer request # 2c to the second transfer destination extension telephone 2c is sent to the PBX1. Notification is made (S28). The PBX 1 recognizes that the second transfer request # 2c has been sent from the extension telephone 2a (S29), sends a call signal to the second transfer destination extension telephone 2c (S30), and holds the transfer request # 2c reception (RBT) is notified to the extension telephone 2a (S31). The virtual extension telephone 2v and the second transfer destination extension telephone 2c are ringing (S32).

  When the first transfer destination extension telephone 2b responds (S33), the PBX 1 notifies the pending external telephone 5a of a response signal (S34). After that, the PBX 1 performs a transfer process for transferring a call with the external telephone 5a from the extension telephone 2a to the extension telephone 2c (S35). The PBX 1 releases the virtual extension 2v and the second transfer destination extension telephone 2c (S36), and further releases the PBX 1 and the extension telephone 2a (S37). In this way, the external telephone 5a and the internal telephone 2b can talk (S38).

  In this way, it becomes possible to transfer the external telephone 5a in communication with the extension telephone 2a to one of the extension telephones 2b and 2c.

  In this embodiment, a plurality of outgoing request recognition means (multiple outgoing request / multiple transfer request recognition means for recognizing that there is a new outgoing request or forward request during the outgoing request or forward request from the same extension telephone to the PBX. ) And a virtual line transmission means for making a call from a virtual extension line, so that when the same extension telephone (extension line) makes a call request or a transfer request to a plurality of telephones, these requests are sent. Thus, it is possible to quickly capture a call destination or a transfer destination that can respond.

  As described above, in the PBX of the present invention, in addition to the normal function in which the control unit 13 connects the call request from the extension telephone to the other party, the same extension telephone can receive the first call by the first call request. When receiving a second call request during a call, it has the function of recognizing a multiple call request, and the function of calling the other party as a call from a virtual extension line when the multiple call requests are met. ing. Furthermore, in the PBX of the present invention, in addition to the normal function that the control unit 13 transfers to the transfer destination when there is a transfer request after a hold request is received from the extension telephone, the same extension telephone is set by the first transfer request. A function for recognizing a plurality of transfer requests when a second transfer request is received while the first extension telephone is ringing, and a second or subsequent transfer request as a transfer request from a virtual extension line when the plurality of transfer requests are met. Has a function to call.

[Embodiment 2] A second embodiment of the present invention will be described with reference to FIG. FIG. 3 is a diagram illustrating a schematic configuration of the private branch exchange system according to the second embodiment. A private branch exchange system to which the present invention is applied includes a private branch exchange (PBX) 1 connected to a communication network 7, a plurality of extension telephones 2a to 2n accommodated in the PBX 1, and a plurality of extension telephones 2a to 2n. A plurality of personal computers 3a to 3n associated with each other, and a CTI (Cupter Telephony Integration) connected to the plurality of personal computers 3a to 3n through a LAN (Local Area Network) 6 and connected to the PBX 1 And a management device 4. This private branch exchange system is applied to a call center, for example.

  The PBX 1 accommodates a plurality of extension telephones and is connected to a communication network 7 such as a public line or a dedicated line, and functions as a call control device that performs call control when an external line is received, when an external line is transmitted, and when an internal line is transmitted. Further, the PBX 1 of the present invention is configured such that, for example, after one extension telephone 2a issues a call request to the first extension telephone 2b, the second extension telephone 2c and the third extension telephone 2d are further transmitted from the extension telephone 2a. If there is an additional second call request and a third call request, the second call request and the third call request have a function of performing call control as a call from the virtual extension line 2v. is doing.

  The extension telephones 2a to 2n are associated with the personal computers 3a to 3n, respectively. The extension telephone 2 has a normal call function, an on-hook call function, a hold function, a transfer function, and the like.

  The personal computers 3a to 3n are associated with the extension telephones 2a to 2n, respectively. Furthermore, each of the personal computers 3a to 3n has a unique telephone directory file in which the telephone numbers of the extension telephone and the external line are described, and is selected by clicking the extension number described in the telephone directory file displayed on the screen. By doing so, the CTI management device 4 has a function of notifying the transmission request. When there is a call request from the personal computer 3, the CTI management device 4 sends a call request to the other extension telephone selected as the call request from the extension telephone 2.

  The CTI management device 4 has a function of monitoring the state of the extension telephones 2a to 2n. The CTI management device 4 has a function of requesting a call to the telephone number selected from the extension telephone 2 corresponding to the personal computer 3 when the telephone number displayed on the screen of the personal computer 3 is clicked.

  The LAN 6 connects a plurality of personal computers 3a to 3n and the CTI management device 4 to each other.

  When the personal computer 3 sends a monitor request for monitoring the state of the associated extension telephone 2 to the CTI management device 4 via the LAN 5, the CTI management device 4 relays the monitor request to the PBX 1. The PBX 1 monitors the status of the extension telephone 2 and notifies the personal computer 3 of status notification information via the CTI management device. After this initialization, the PBX 1 notifies the CTI management device 4 and the personal computer 3 of status notification information whenever the status of the extension telephone being monitored changes.

  A request such as a call from the personal computer 3 is sent to the PBX 1 via the CTI management device 4, and the PBX 1 controls the telephone 2.

  The outline of the functional configuration of each apparatus will be described with reference to FIG. In addition to the functional configuration of the normal PBX, the PBX 1 receives the information received by the CTI management device communication unit 11 that transmits / receives information to / from the CTI management device 4, the RAM 12 that stores various data, and the information received by the CTI management device communication unit 11. It has a control unit 13 that interprets and controls the entire apparatus.

  The control unit 13 includes a telephone control unit 131 that controls connected extension telephones and a call control unit 132 that controls incoming / outgoing calls between extension lines or external lines as control functions as a normal PBX. is doing.

  In addition to the normal PBX control function, the control unit 13 according to the present invention further has a function of recognizing that there is a transmission request or a transfer request from the same extension line to a plurality of lines, and from the same extension line. When there is a request for transmission or transfer to a plurality of lines, it has a function of notifying each line of a second or subsequent call request or transfer supply as a call request or transfer request from a virtual extension line.

  In addition to the functional configuration as a normal personal computer, the personal computer 3 includes a CTI management device communication unit 31 that transmits and receives information to and from the CTI management device 4, a RAM 32 that stores and stores various data such as telephone directory files, and a CTI management device. It has a control unit 33 that interprets information received by the communication unit 31 and controls the entire personal computer.

  The control unit 33 of the personal computer according to the second embodiment includes a telephone number recognition unit 331 for recognizing a telephone number described in a telephone directory file and a telephone control command unit 332 having a control for operating the telephone. Have.

  The CTI management device 4 includes a PBX communication unit 41 that transmits / receives information to / from the PBX 1, a client communication unit 42 that transmits / receives information such as outgoing / incoming calls to / from the personal computer 3, a RAM 43 that stores various data, and respective communication units The control unit 44 interprets the information received by the control unit and controls the entire CTI management apparatus.

  The control unit 44 includes a data receiving unit 441 that processes data so that the received data can be interpreted by each device of a PBX or a personal computer, and a connection client management unit 442 that manages the connected personal computer 3. .

  An example of screen display when a phone book file is displayed on the screen 34 of the personal computer 3 will be described with reference to FIG. On the screen 34, a telephone book file 341 and a telephone control 342 are displayed. The telephone directory file 341 describes an extension telephone number corresponding to the user name. On the telephone control 342, information display for displaying the telephone number and status during call processing, transfer processing or communication, and request buttons such as call / disconnect / hold / transfer are displayed.

  If a list of numbers of a desired phone number is found from the phone book file 341 and the cursor is moved, the link state is underlined. By clicking on this number, a call request is sent to the CTI management device 4, and the information display part of the telephone control 342 is “calling 1001” based on the call request received from the CTI management device 4. The status is displayed.

  The telephone control 342 is provided with buttons for controlling the extension telephone 2 corresponding to the personal computer 3, and the extension telephone 2 being monitored can be remotely operated via the CTI management device 4. The function that is the core of the present invention is effective when the PBX 1 and the CTI management device 4 cooperate with each other, not in the telephone directory file or telephone control.

  The telephone book file 341 may simply have a format that can be recognized as a telephone number on the telephone control 342 side, and by clicking on the telephone number designated by the telephone control 342, a call to the CTI management apparatus 4 is requested. It is only necessary to have this function.

  The control unit 13 of the PBX 1 makes a plurality of transmission requests from the same extension number (calling) to different extension numbers (second extension numbers) while a certain extension number (calling) calls another first extension number. When receiving via the CTI management device 4, the corresponding extension number (calling) is in use and is not returned with an error, but the virtual extension line (phone number of the virtual extension telephone) inside the PBX 1 is used. Then, the call request to the second extension number is carried out without delay. By this process in the PBX 1, the PC 3 side does not need to be aware of anything, and call control is performed as if using a plurality of lines.

  Further, the PBX 1 has a function of stopping the call by determining that the PBX 1 has requested the stop of the call request when the extension number receiving the call request receives the call request again during the call. . In the second embodiment, this function operates only when requested by the CTI management device 4, and does not correspond to a case where the extension telephone terminal is operated alone.

[Multiple Call Request] The above-described content will be described with reference to FIGS. An outgoing call processing sequence for making a call to a plurality of destination extension telephones using the phone book file of the personal computer 3 will be described with reference to FIG. In FIG. 6, by clicking the telephone number of the first destination extension telephone 2b from the telephone directory file displayed on the screen of the caller-owned personal computer 3a, the extension telephone 2a owned by the caller is Call is made to the clicked first destination extension telephone 2b.

  At this time, in the internal processing, a call request “2b” from the caller's personal computer 3a is sent to the CTI management device 4 (S51), and the CTI management device 4 notifies the call request “2b” to the PBX 1 (S52). . The PBX 1 sends a call request 2b acceptance to the CTI management device 4 (S53) and sends a call signal to the callee extension telephone 2b (S54). The CTI management device 4 notifies the personal computer 3a of acceptance of this call request 2b (S55). In this state, the caller's extension telephone 2a is calling the callee extension telephone 2b (S56), and the telephone control 342 on the screen of the personal computer 3a displays “Calling the extension telephone 2b”. Made. The flow of processing so far is the same as normal call processing.

  In this state, when a transmission request “# 2c” requesting transmission from the personal computer 3a to the destination extension telephone 2c is sent to the CTI management device 4 (S57), the CTI management device 4 sends the transmission request “# 2c”. Is notified to the PBX 1 (S58). When the PBX 1 recognizes that it is a call request from the same extension telephone 2a during the calling process (S59), it sends a call request # 2c reception to the CTI management device 4 (S60) and from the virtual extension telephone 2v. As a call, a call signal is sent to the destination extension telephone 2c (S61). The CTI management device 4 notifies the personal computer 3a that the transmission request # 2c is accepted (S62). The virtual extension telephone 2v is calling the destination extension telephone 2c (S63).

  When the second destination extension telephone 2c answers the call in step S61, a response signal is notified to the PBX 1 (S64). The PBX 1 notifies the CTI management device 4 of a response to the call request “# 2c” (S65) and transmits a disconnection signal to the first call destination telephone 2b (S66). The CTI management device 4 transfers the call request # 2c response to the personal computer 3a (S67).

  The PBX 1 that has performed the process of step S66 notifies the CTI management device 4 of a notification for disconnecting the transmission request “2b” that is no longer necessary (S68). The CTI management device 4 transfers the outgoing call request 2b disconnection notification to the personal computer 3a (S69). In this state, the virtual extension telephone 2v and the second extension telephone 2c are busy (S70). The PBX 1 performs a process of transferring the call from the virtual extension telephone 2v to the caller's extension telephone 2a (S71), and the call between the caller's extension telephone 2a and the second destination extension telephone 2c is in progress ( S72).

  On the telephone control 342 of the screen 34 of the personal computer 3a, “extension telephone 2c is busy” is displayed and the display of “calling extension telephone 2b” disappears.

  In this way, even when a call request is made from a caller's personal computer to a plurality of destination extension telephones, a call is made to each of the destination extension telephones, While making a call, it is possible to disconnect a call to another extension telephone.

  Normally, a new call cannot be generated from the same caller extension telephone until the call of the first call request is completed. However, according to the present invention, it is possible to increase the number of call destinations. By repeating the operations of S57 to S63, more extension telephones can be called. That is, according to the present invention, a plurality of arbitrary extension telephones can be called regardless of an extension group such as a pickup group.

  In FIG. 6, since the second destination extension telephone 2c has answered, the call is transferred to the original extension telephone 2a based on the call of the virtual extension telephone 2v and the second destination extension telephone 2c (S71). However, if the first destination extension telephone 2b answers in steps S64 to S69, the call to the second destination extension telephone 2c that the virtual extension telephone 2v is ringing is interrupted (S61). It becomes only processing and becomes normal processing.

[Multiple Transfer Request] Transfer processing for transferring, for example, a connection during a call to another extension telephone will be described with reference to FIG. In FIG. 7, in order to perform the transfer process from the extension telephone 2a owned by the transferer who is in a call with the call partner 2n, the PC 3a requests to hold the call during the call (S81) (S82). Is notified to the CTI management device 4, and the CTI management device 4 notifies the PBX 1 of a hold request (S83). The PBX 1 notifies the hold notification reception to the CTI management apparatus 4 (S84), and the CTI management apparatus 4 notifies the hold notification reception to the personal computer 3a owned by the transferer (S85). The PBX 1 notifies the CTI management device 4 of a hold notification (S86), and the CTI management device 4 notifies the personal computer 3a of the hold notification (S87). At this time, the personal computer 3a displays that the call has been put on hold, and the CTI management device 4 manages that the call being put on hold has been put on hold. Further, the PBX 1 puts a call on hold between the extension telephone 2a owned by the transferor and the call partner 2n on hold (S88).

  Thereafter, by clicking the first transfer destination extension telephone 2b from the telephone directory file displayed on the screen of the transferer-owned personal computer 3a, a call request # 2b to the first call destination (transfer) extension telephone 2b is clicked. Is notified to the CTI management device 4 (S89), and the CTI management device 4 notifies the PBX 1 of the transmission request # 2b (S90). The PBX 1 notifies the CTI management device 4 that the call request # 2b is accepted (S91), and sends a call signal to the first transfer destination extension telephone 2b (S92). The CTI management device 4 notifies the transferer-owned personal computer 3a that the call request # 2b has been accepted (S93). The PBX 1 sets the extension telephone 2a owned by the transferer to the calling state of the first destination extension telephone 2b (S94).

  Normally, the transferer extension telephone 2a cannot generate a new call until it disconnects the above-mentioned call for outgoing call (S92). However, by using the present invention, the transfer destination can be increased. It becomes possible. That is, when the second transfer destination extension telephone 2c is clicked from the telephone directory file displayed on the transferer-owned personal computer 3a, the personal computer 3a sends a call request # 2c to the second transfer destination extension telephone 2c as CTI. The management device 4 is notified (S95). The CTI management device 4 notifies the PBX 1 of a call request # 2c to the second extension telephone 2c (S96). The PBX 1 notifies the CTI management device 4 of acceptance of the call request # 2c (S97) and recognizes that there is a second call request from the same extension telephone 2a (S98). The PBX 1 transmits a calling signal to the second transfer destination extension telephone 2c (S99). The CTI management device 4 notifies the personal computer 3a that the transmission request # 2c is accepted (S100). Then, the virtual extension telephone 2v and the second transfer destination extension telephone 2c are in a calling state (S101).

  In this way, the extension telephone 2a trying to transfer a call can sequentially call a plurality of transfer destination extension telephones 2b, 2c... And can increase the number of transfer destinations while calling the extension telephone.

  In this state, for example, when the second transfer destination extension telephone 2c responds, the processing in steps S64 to S72 in FIG. 6 is performed, and transfer to any one of the plurality of transfer destination extension telephones becomes possible.

[Suspension of outgoing call request] In the state of step S101 in which the first transfer destination extension telephone 2b and the second transfer destination extension telephone 2c are called, for example, when the call to the first transfer destination extension telephone 2b is stopped. Clicks on the first transfer destination extension telephone 2b to stop calling from the transfer destination extension telephone being called with reference to the telephone directory file and the telephone control displayed on the screen of the personal computer 3a, and makes a call request # 2b. Is notified to the CTI management device 4 (S102). The CTI management device 4 notifies the call request # 2b to the PBX 1 (S103). The PBX 1 notifies the CTI management device 4 of the transmission request # 2b reception (S104), and the CTI management device 4 notifies the personal computer 3a of the transmission request # 2b reception (S105). When the PBX 1 recognizes that the call request # 2b is the same as the call request # 2b from the same transfer source extension telephone 2a to the first transfer destination extension telephone 2b, it is requested to cancel the call request # 2. Recognize (S106), a disconnection signal is transmitted to the first transfer destination extension telephone 2b, and the call to the first transfer destination extension telephone 2b is stopped (S107). The PBX 1 that has disconnected the first transfer destination extension telephone 2b notifies the CTI management device 4 of a call request # 2b disconnect notification (S108), and the CTI management device 4 notifies the PC 3a of the call request # 2b disconnect notification ( S109).

  When the second transfer destination extension telephone 2c in the ringing state responds (S110), the PBX 1 notifies the CTI management apparatus 4 of a call request # 2c response notification (S111), and the CTI management apparatus 4 receives the personal computer 3a. Is notified of the transmission request # 2c (S112). The virtual extension telephone 2v and the second transfer destination extension telephone 2c are busy (S113). The PBX 1 sends a transfer signal to the virtual extension telephone 2v (S114), and shifts the extension telephone 2a owned by the transferor and the second transfer destination extension telephone 2c during a call (S115).

[Transfer Request] When the PC 3a that has received the transmission request # 2c response notification notifies the CTI management device of a transfer request to transfer the call with the telephone 2n to the extension telephone 2c (S116), the CTI management device 4 sends to the PBX 1. A transfer request is notified (S117). The PBX 1 notifies the transfer request acceptance to the CTI management device 4 (S118), and the CTI management device 4 notifies the transfer request acceptance to the personal computer 3a (S119). The PBX 1 transfers the call of the transferer's extension telephone 2a to the call partner 2n, and the call is performed between the call partner 2n and the second transfer destination extension telephone 2c (S120).

  In this way, an incoming call during a call can be transferred to either the plurality of first transfer destination extension telephones 2b or the second transfer destination extension telephone 2c.

  As described in the stop of the outgoing call request, when the call that is ringing as the transfer destination is interrupted, the telephone number of the first transfer destination extension telephone 2b that is ringing shown in the telephone directory file of the personal computer By clicking again, the call origination request arrived from the forwarder via the CTI management device is recognized as a call suspension by the PBX 1 being identified as a call from the same forwarder to the same extension telephone. The call can be disconnected.

  As in FIG. 6, when the second second transfer destination extension telephone 2c responds, the call is transferred to the original transferer's extension telephone 2a based on the call between the virtual extension telephone 2v and the second transfer destination extension telephone 2c. However, if the first extension telephone 2b answers at the time of calling the first transfer destination extension telephone 2b and the second transfer destination extension telephone 2c up to step S101, the virtual extension telephone 2v Is a process of simply disconnecting the call (S101) that was being called, and a normal transfer process.

  According to the second embodiment, both FIG. 6 and FIG. 7 have no effect on the user on the incoming side and on the forwarding side, and the user (sender, forwarder) who operates the personal computer is free. There is an advantage that transmission can be controlled.

  In the embodiment of the present invention, when the second destination is designated, a plurality of outgoing request special numbers # are described. However, the case where the second destination is designated is limited to the special number #. It goes without saying that it is not. For example, if the extension telephone 2 is a multifunction telephone, a specific button operation may be performed. It is also possible to eliminate the special number # by previously specifying the extension telephone 2 that can make a plurality of calls as the station data of the PBX 1.

The figure which shows typically the structure of the private branch exchange system concerning the 1st Embodiment of this invention. The sequence diagram explaining the process of the multiple transmission request | requirement and multiple transfer request | requirement in the private branch exchange system concerning the 1st Embodiment of this invention. The figure which shows typically the structure of the private branch exchange system concerning the 2nd Embodiment of this invention. The figure explaining the outline | summary of a structure of PBX, the personal computer, and the CTI management apparatus in the 2nd Embodiment of this invention. The figure which shows the example of a display of the personal computer screen in the 2nd Embodiment of this invention. The figure explaining the process of the multiple transmission request | requirement in the private branch exchange system concerning the 2nd Embodiment of this invention. The figure explaining the process of the pending | holding transfer request | requirement in the private branch exchange system concerning the 2nd Embodiment of this invention.

Explanation of symbols

1: PBX
11: Switch circuit 12: Storage means (RAM)
DESCRIPTION OF SYMBOLS 13: Control part 131: Telephone control part 132: Call control part 14: Outside line trunk 15: Extension trunk 2: Extension telephone 3: Personal computer 31 CTI management apparatus communication part 32: Memory | storage device (RAM)
33: Control unit 331: Telephone number recognition unit 332: Telephone control command unit 34: Personal computer screen 341: Telephone book file 342: Telephone control 4: CTI management device 41: PBX communication unit 42: Client communication unit 43: Storage device (RAM) )
44: Control unit 441: Data reception unit 442: Connection client management unit 5: External telephone 6: LAN
7: Communication network

Claims (6)

In private branch exchanges that accommodate multiple extension lines,
A plurality of transmission request recognition means for recognizing that there is a second or subsequent transmission request from the same extension line after a first transmission request from one extension line;
Virtual line transmission means for calling a destination as a call from a virtual line provided in the private branch exchange when a plurality of transmission requests are made;
A private branch exchange comprising: response detection means for detecting that one of the destinations has responded to a plurality of destination calls. The private branch exchange apparatus according to claim 1, wherein
A private branch exchange comprising call release means for releasing a call to another destination when any destination answers. The private branch exchange according to claim 1 or 2,
The private branch exchange having a function of recognizing by a special number that the plurality of transmission request recognition means is a transmission request to a plurality of transmission destinations. The private branch exchange according to claim 1 or 2,
Each of the plurality of extension lines is associated with a personal computer;
A private branch exchange, wherein each of the personal computers associated with each other has a function of transmitting a transmission request to a plurality of transmission destinations. The private branch exchange according to claim 3 or 4,
The private branch exchange is characterized in that the plurality of outgoing requests are outgoing requests for a plurality of lines or transfer requests for a plurality of lines. The private branch exchange according to claim 5,
The private branch exchange is characterized in that the plurality of outgoing requests are outgoing requests to an external line or an internal line.

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