JP2014220856A - Telephone control device including agency response promotion function - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a telephone control device that promotes agency response of a specific extension telephone set and causes an appropriate person as much as possible to perform the agency response to the call source.SOLUTION: The telephone control device includes: an agency response condition registration part 151 that register a condition of agency response by associating the condition and the outside line or extension; and an agency response promotion processing part 150 that performs incoming call ringing or incoming call display promoting the agency response. When there is an incoming call and a call destination extension telephone set 4a does not respond to the incoming call, the agency response promotion processing part 150 promotes agency response of a specific extension telephone set 4b by referring to the agency response condition registration part 151.

Description

The present invention relates to a telephone control device such as a main device of a key telephone system or a private branch exchange.

There is a proxy response (call pickup) function as an incoming call processing mode in a main device of a key telephone system or a private branch exchange (hereinafter referred to as a telephone control device). This function is used when an unattended person receives an incoming call to an extension telephone, and when a predetermined special number dial operation is performed from another extension telephone during a call, the telephone control device performs the special dial operation on the incoming call. It is possible to make a call in response to the incoming call on behalf of the absentee (for example, Patent Document 1).
).

Japanese Patent Application No. 2010-34975

However, the conventional proxy response function is a simple function in which the telephone control device simply connects the incoming call to the extension telephone that has performed the special number dial operation, and the calling side does not know who makes the proxy response, There is also a problem that the proxy responding side makes a patrol to answer the incoming call. Further, when an inappropriate person makes a proxy response, there is a possibility that time is wasted for the caller. In the worst case, a disrespectful person could inadvertently respond and act in a rude manner on the sender.

Therefore, the problem to be solved by the present invention is to provide a telephone control device that prompts a proxy response to a predetermined extension telephone registered in advance, and makes a proxy response to an appropriate person as much as possible.

  In order to solve the above-mentioned problems, the present invention provides a telephone control apparatus that accommodates one or more external lines and a plurality of extensions, and makes a proxy response in association with either the external line or the extension. Proxy response condition registration means for registering related conditions, and proxy response promotion means for making an incoming ringing or incoming call prompting a proxy response to any of the extension telephones connected to the extension, the proxy response If the promotion means does not detect a response from the extension even if a predetermined time has passed while the destination extension is ringing for an incoming call to any of the extensions, the proxy response condition registration means The extension telephone connected to the extension that matches the proxy response condition registered in advance is made to ring or display an incoming call prompting the proxy response, and the extension that matches the proxy response condition is displayed. If a proxy response from the extension is not detected even if a predetermined time elapses in a state in which a ringing or an incoming call prompting the proxy response is made to the connected extension telephone, the proxy response condition is satisfied. An incoming call ringing or incoming call prompting the proxy response is made to an extension telephone other than the extension telephone connected to the matching extension.

ADVANTAGE OF THE INVENTION According to this invention, the telephone control apparatus which makes an appropriate person reply as possible with respect to a transmission origin can be provided.

The internal block block diagram of the telephone control apparatus by this invention Example of contents to be registered in the proxy response condition registration unit Flowchart for proxy response promotion function

  Embodiments of the present invention will be described below with reference to the drawings.

FIG. 1 is an internal block diagram of a telephone control device 1 (hereinafter, sometimes abbreviated as “this device”) 1 according to the present invention, and includes an outside line corresponding unit 101, an exchange processing unit 102, an extension corresponding unit 103, and an incoming call detecting unit 104. , Transmission detection unit 105, call control unit 110, incoming response detection unit 120, proxy response detection unit 130, absence detection unit 140, presence management unit 141, proxy response promotion processing unit 150, proxy response condition registration unit 151, message transmission unit 152.

An incoming line from the caller telephone 3 via the telephone network 2 to the extension telephone 4a
When the incoming call detection unit 104 detects the incoming call, the call control unit 110 notifies the incoming call to the extension telephone 4a that is the incoming call via the exchange processing unit 102 and the extension correspondence unit 103, and causes the incoming call to ring and display the incoming call. The user of the extension telephone 4a is called. When the call detection unit 105 detects a call from the extension telephone 4 via the extension corresponding unit 103, the call control unit 110 executes a call process to an external line or extension that is the destination of the call. When the incoming side answers, the call control unit 110 controls the exchange processing unit 102 to connect the outgoing side and the destination line (external line or extension). Processing related to such general incoming / outgoing calls is usually performed by using a key telephone or private branch exchange (
This is the same as the exchange process executed by PBX).

The incoming call response detection unit 120 is a means for detecting an incoming call response from the extension telephone 4a that is the incoming call destination, and detects a response (off-hook) from the user to the ringing ringing and the incoming call display. When the extension telephone 4a of the called party is set to the absence mode such as automatically answering the incoming call and recording the other party's voice, the incoming call response detecting unit 120 responds to the absence mode.
It is detected that a has automatically answered the incoming call.

The proxy response detection unit 130 is a means for detecting a proxy response from an extension telephone (for example, the extension telephone 4b) other than the destination extension telephone 4a. The user of the extension telephone responding to the proxy responds with the destination extension telephone 4a. A specific operation is performed during the ringing state (ringing of incoming calls, display of incoming calls) (for example, an outside line button indicating that the incoming call is being displayed is pressed).

Absence detection unit 140 is a means for detecting whether or not the user of the extension telephone at the destination is absent. For example, when there is no response (off-hook) from the user to a call over a certain period of time, judge. Further, when the user's going-out schedule or the like is registered in the presence management unit 141, the presence or absence is determined with reference to the registered content of the presence management unit 141. In addition,
The means for detecting whether or not the user is absent may directly detect the presence or absence of the user by a wireless tag reader that reads a wireless tag worn by the user (see FIG. Not shown).

The proxy response promotion processing unit 150 is a means for prompting a specific extension telephone (for example, the extension telephone 4b) to make a proxy response, and the extension number to be prompted for the proxy response is the extension number of the incoming call destination and the caller telephone number of the incoming incoming call. Are registered in the proxy response condition registration unit 151.

The message sending unit 152 is a means for sending a pre-registered voice message to a predetermined destination. In the present invention, for example, when the call destination is absent, for example. "
The person who hung you is not at the moment. Would you like another person to respond? "Is sent to the sender.

FIG. 2 is an example of the contents registered in the proxy response condition registration unit 151, and the column 200 stores state identification information indicating whether or not the proxy response promotion function is activated. Column 201 is the telephone number of the destination extension, column 202 is the telephone number of the caller of the incoming call, column 203 is the telephone number of the extension that promotes the proxy response, and column 204 is the proxy response by the other extension telephone. Availability, column 2
In 04, whether or not the proxy response promotion function can be automatically activated is registered in advance.

The user of each extension telephone 4 performs a specific operation (for example, “#” + “specific code”) on each extension telephone 4 in advance after adjusting with the extension user who requests a proxy response. Data to be stored in the column 205 is registered. For example, in the case of the extension a (section A), the extension b (B section chief) is registered as the proxy response promotion extension for the incoming call from the important customer X, and the activation condition is that automatic activation is prohibited ( In column 205), the extension that permits the proxy response is also limited to the extension b, and proxy responses by other extensions other than that are prohibited (column 203, column 204).

When a specific operation requesting activation of the proxy response promotion function is performed each time the user leaves or leaves the seat (for example, “#” + “activation code”), or when absence is detected in advance. This proxy response promotion function is activated when the registered automatic activation conditions are satisfied. The activation of the proxy response promotion function and the change of registered contents in the columns 201 to 205 can be performed from the mobile phone or public telephone of the destination by using the password set in advance by the user of the extension telephone 4. The apparatus 1 may be accessed and operated remotely.

FIG. 3 is an operation flowchart relating to the proxy response promoting function of the apparatus 1. Hereinafter, FIG.
, FIG. 2 is used together to explain the operation flow of the apparatus 1.

The apparatus 1 starts with the power turned on (S300), whether data related to the proxy response condition is received from the extension telephone 4 (S301), and starts or stops the proxy response promotion function from the extension telephone 4 Whether or not a request signal has been received, whether or not a signal requesting to stop the activated proxy response promotion function has been received (S303), and whether or not an extension has been received (S31)
Repeat the determination of 0).

When data related to proxy response conditions is received from the extension telephone 4 (S301, YES),
The proxy response promotion processing unit 150 uses the received proxy response condition data as the proxy response condition registration unit 151.
Is registered as new data, or the registered data is corrected / deleted (S302), S30
Return to 1.

When a signal requesting activation or stop of the proxy response promotion function is received from any of the extension telephones 4 (S303, YES), the proxy response promotion processing unit 150 activates or activates the proxy response promotion function for an incoming call to the extension. Stop (S304) and return to S301.

When an incoming call arrives at any of the extensions (S310, YES), the extension telephone connected to the extension is ringed / displayed and a timer (T1 to T4) is started (S
311). If no extension has been received (S310, NO), the process returns to S301.

When there is a response from the destination extension (S312: YES), normal call processing is executed (S3).
313), the process returns to S301. The case where there is a response from the called extension is when the incoming call ringing / displaying extension telephone connected to the called extension is off-hook or when an answering mode such as voice recording is activated.

When a time-out (T1) occurs without a response from the destination extension (S312: NO), it is determined whether or not the destination extension is a proxy response promotion extension (S320). Note that the proxy response condition registration unit 151 is referred to as to whether or not the destination extension is a proxy response promotion target extension. In the case of FIG.
It is determined whether or not the activation state (column 200) of the called extension (column 201) is activated. For example, when the called extension is extension a, it is a proxy response promotion target.

When the destination extension is the extension for proxy response promotion (S320, YES), the process proceeds to S330. If the destination extension is not the extension targeted for proxy response promotion (S320, NO), it is determined whether or not the proxy response promotion function is activated while continuing ringing / displaying the incoming call (S322). If NO, the process returns to S301. . Note that the determination of whether to activate the proxy response promotion function refers to the automatic activation condition registered in the proxy response condition registration unit 151. In the case of FIG.
Lines other than the line (line 211, line 213) for which 5) is prohibited are targets for automatic activation. If it is determined to activate the proxy response promotion function (S322, YES), the proxy response promotion function is automatically activated (S323), and the process proceeds to S330.

In S330, it is determined with reference to the proxy response condition registration unit 151 whether or not a proxy response should be confirmed to the caller of the incoming call, and if NO, the process proceeds to S332. In the case of FIG. 2, a row (row 214) that is confirmed with the sender in the proxy response availability (column 204) by other extension and registered as OK if OK is a subject to be confirmed with the sender as to whether or not a proxy response is possible. . If it is determined that a proxy response should be confirmed to the caller (S330, YES), the call control unit 110 controls the message sending unit 152 to send a confirmation voice message (for example, “Pick up”) to the caller. It seems that the other party is absent or unable to answer the phone.Would you like other extension to make a proxy response? If you want to make a proxy response, please press # 1 ")" (S331). If an activation request command (for example, “# 1”) is received from the transmission source within T2 timeout (for example, about 10 seconds), the process proceeds to S332. When the activation request command is not received, the process proceeds to S352.

In step S332, the proxy response promotion processing unit 150 causes the extension telephone that prompts the proxy response to ring a ringtone or a ringing melody with an unusual pattern, or together with information related to the source or destination of the incoming call. Character information that prompts a proxy response (for example, “×
The phone address from X to XX is being received, so please give someone a proxy response ”) on the display section of the extension telephone to prompt a proxy response.

When there is a response (off-hook) from the extension telephone targeted for proxy response promotion (S340, YE)
S), the call control unit 110 performs a call process for connecting the extension that made the proxy response and the caller to make a call (S351), and returns to S301 when the call ends. When a time-out (T3) is made with no response from the extension telephone targeted for proxy response promotion (S340, NO), the process proceeds to S341.

In S341, the proxy response promotion processing unit 150 refers to the proxy response condition registration unit 151, determines whether or not a proxy response by another extension is possible, and if proxy response prohibition by another extension telephone is registered (S341, YES), the process proceeds to S352. In the case of FIG. 2, the rows (row 211, row 213) registered as prohibited in the proxy response availability (column 204) by other extension are targets.

If the proxy response by other extension is not prohibited (S341, NO), the process proceeds to S342. In the case of FIG. 2, the row (row 212) registered as acceptable if the extension XX is non-responsive in the proxy response availability (column 204) by another extension is the target.

In S342, the proxy response promotion processing unit 150 causes a ring tone or a ringing melody with a different pattern from ringing to an extension telephone other than the extension telephone targeted for proxy response promotion for the incoming call. Text information that prompts a proxy response along with information related to the sender or destination (for example, “Call from XX to XX is being received, but no proxy responder is available. ) Is displayed on the display unit of the extension telephone to prompt a proxy response. When there is a response (off-hook) from another extension telephone (S350, YES), the call control unit 110 performs a call process for connecting the extension that has made a proxy response and making a call (S351), and when the call ends. Return to S301.

When a T4 timeout occurs (for example, about 10 seconds) without a response from another extension telephone (
S350, NO), answering mode response processing (for example, “The person you called is absent or you are unable to answer the phone. If you have a request, please tell us your request within 30 seconds. ”And voice recording to record an absence, or absence response processing (for example,“
It seems that the person you are calling is absent or unable to answer the call, so please call again later and hang up after playing the voice guidance (S352). When the process is completed, return to S301 .

In the description of the above embodiment, the illustration of the hardware and the operation flow and the operation description relating to the absence mode response process and the absence response process in the telephone control device are omitted.

Moreover, in FIG. 2, the proxy response promotion extension (column 203) is shown in each row (row 211 to row 215).
On the other hand, one extension is registered, but this is for simplifying the explanation, and a plurality of proxy response promotion extensions may be set for each row.

DESCRIPTION OF SYMBOLS 1 ... Telephone control apparatus 2 ... Telephone network 3 ... Originating telephone 4 ... Extension telephone 101 ... Outer line corresponding part 102 ... Exchange processing part 103 ... Extension corresponding part 104 ... Incoming call detection unit 105 ... Outgoing detection unit 110 ... Call control unit 120 ... Incoming response detection unit 130 ... Proxy response detection unit 140 ... Absence detection unit 141 ... Presence management 150 ... Proxy response promotion processing unit 151 ... Proxy response condition registration unit 152 ... Message sending unit

Claims (1)

A telephone control device for accommodating one or more external lines and a plurality of internal lines,
Proxy response condition registration means for registering a condition relating to a proxy response in association with either the external line or the extension, and an incoming ringing or incoming call prompting a proxy response to any of the extension telephones connected to the extension Proxy response promoting means,
If the proxy response promoting means does not detect a response from the extension even if a predetermined time elapses in a state where the extension of the destination is called for an incoming call to any of the extensions, the proxy response Refer to the condition registration means, and for the extension telephone connected to the extension that matches the proxy response condition registered in advance, make an incoming call or an incoming call prompting a proxy response,
A proxy response from the extension is detected even if a predetermined time elapses with an incoming call or an incoming call prompting the proxy response for an extension telephone connected to the extension that matches the proxy response condition If not, a telephone having a proxy response promoting function, wherein an extension telephone other than the extension telephone connected to the extension meeting the proxy response condition is caused to ring or display an incoming call prompting the proxy response. Control device.

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