JP2015103956A - Incoming call control system, incoming call control method and incoming call control program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To more increase the number of calls to be received per predetermined time by preferentially receiving an incoming call of a short speech time.SOLUTION: An incoming call control system 1 includes: a trunk 40 for receiving an incoming call over a network 100; a voice response device 30 which stores a message for requesting input of a speech limit time for the incoming call and sends the message to a caller of the incoming call; a register 20 for storing the speech limit time received from the caller; a storage device 60 including an incoming call queue storage part 61 for storing an incoming call queue in which accumulated calls are registered in accordance with an order of responses; and a CPU 50 for controlling the parts of the incoming call control system. On the basis of the speech limit time stored in the storage device 60, the CPU 50 registers an incoming call corresponding to the speech limit time in the incoming call queue of the incoming call queue storage part 61 and rearranges the order of accumulated calls registered in the incoming call queue into an order starting from the shortest speech limit time.

Description

  The present invention relates to an incoming call control system, an incoming call control method, and an incoming call control program, and more particularly, to a system, method, and program for efficiently receiving a call that is stuck.

  In recent years, various incoming call control systems for controlling the order of a plurality of incoming calls and increasing the number of received calls per predetermined time have been proposed. For example, in Patent Document 1, a call that is stuck in a call waiting state (hereinafter referred to as a “lagged call”) based on an average call time for each caller ID (IDentification) set for each incoming call. ), The incoming call control system that can increase the number of calls accepted per predetermined time is described.

  In this incoming call control system, the average call time is calculated and stored for each caller ID set for each incoming call, and when there is an incoming call from the caller ID, the caller ID is stored in the caller ID. The associated average call time is compared with the average call time of overdue calls. Then, based on the comparison result, the overdue calls are rearranged in the order of short average call time.

JP 2005-303482 A

  However, the incoming call control system described in Patent Document 1 rearranges the order of overdue calls based on the actual statistics based on the past call time, and preferentially accepts incoming calls that are considered to have a short call time. There is a problem that an incoming call with a long talk time is preferentially accepted, and the number of accepted calls per predetermined time may be reduced.

  Therefore, the present invention has been made in view of the above problems in the prior art, and can receive incoming calls with a short call time preferentially and increase the number of accepted calls per predetermined time. An object is to provide an incoming call control system, an incoming call control method, and an incoming call control program.

  In order to achieve the above object, the present invention provides an incoming call control system for controlling the response order of overloaded calls received via a network, the receiving unit receiving the incoming call via the network, and the incoming call A message for requesting the input of the call limit time for the incoming call, a voice response unit for sending the message to the caller of the incoming call, and a first time for storing the call limit time received from the caller A second storage unit having an incoming call queue storage unit for storing an incoming call queue registered according to the order in which the overdue calls are answered, and the call stored in the first storage unit Based on the time limit, an incoming call corresponding to the call time limit is registered in the incoming call queue of the incoming call queue storage unit, and the order of the overdue calls registered in the incoming call queue is restricted. Control unit that sorts in ascending order of time Characterized in that it comprises a.

  Further, the present invention is an incoming call control method for causing a computer device to execute an incoming call control method for controlling a response order of a backlogged call received via a network, receiving the incoming call via the network, A message for requesting input of a call time limit for an incoming call is sent to the caller of the incoming call, the call time limit received from the caller is stored, and based on the stored call time limit The incoming call corresponding to the call limit time is registered in the incoming call queue registered according to the order in which the overdue call responds, and the order of the overdue calls registered in the incoming call queue is set as the call limit time. They are sorted in the shortest order.

  Further, the present invention is an incoming call control program for causing a computer apparatus to execute an incoming call control method for controlling a response order of a stuck call received via a network, receiving the incoming call via the network, A message for requesting input of a call time limit for an incoming call is sent to the caller of the incoming call, the call time limit received from the caller is stored, and based on the stored call time limit The incoming call corresponding to the call limit time is registered in the incoming call queue registered according to the order in which the overdue call responds, and the order of the overdue calls registered in the incoming call queue is set as the call limit time. It is characterized in that the incoming call control method arranged in the shortest order is executed by the computer apparatus.

  As described above, according to the present invention, it is possible to preferentially accept an incoming call with a short talk time and increase the number of accepted calls per predetermined time.

1 is a block diagram showing a first embodiment of an incoming call control system according to the present invention. FIG. 6 is a flowchart for explaining a flow of an incoming call queue registration process according to the first embodiment. It is a flowchart for demonstrating the flow of a process in the case of responding to the call registered into the incoming call queue by 1st Embodiment. It is a block diagram which shows 2nd Embodiment of the incoming call control system based on this invention. 12 is a flowchart for explaining a flow of registration processing of an incoming call queue according to the second embodiment. It is a flowchart for demonstrating the flow of a process in the case of responding to the call registered into the incoming call queue by 2nd Embodiment.

  Next, an embodiment for carrying out the present invention will be described in detail with reference to the drawings.

  First, a first embodiment of an incoming call control system according to the present invention will be described. FIG. 1 shows a first embodiment of an incoming call control system according to the present invention. The incoming call control system 1 is roughly divided into a switch 10, a register 20 as a first storage unit, a voice response device 30, A plurality of trunks 40 (40-1,..., 40-n (n is an integer)) as a receiving unit, a CPU (Central Processing Unit) 50 as a control unit, a storage device 60 as a second storage unit, It comprises a reception stand 70 and a network 100.

  The network 100 is a network such as a public network or a private line network. The switch 10 is a speech path control device for providing a path in the exchange, and is connected to a register 20, a voice response device 30, a trunk 40, a CPU 50, and a reception board 70, which will be described later. The switch 10 performs switching processing of calls (incoming calls and outgoing calls) exchanged with the network 100 via the trunk 40.

  The register 20 receives a call limit time due to a dial operation from the caller, and stores the received call limit time. The voice response device 30 stores a predetermined message by voice and sends out the stored message as necessary. For example, the voice response device 30 stores a message for requesting the caller to input a call limit time by dialing, and when there is an incoming call from the caller, the stored message is sent to the caller. Send to The trunk 40 is an interface device that controls calls from the network 100.

  The CPU 50 executes a program (program executable on a computer) stored in advance in a storage device 60 or a ROM (Read Only Memory) (not shown) using a RAM (Random Access Memory) (not shown) as a work memory. Thus, each unit in the incoming call control system 1 is controlled.

  The storage device 60 includes an incoming call queue storage unit 61 and stores an incoming call queue. The incoming call queue is a queue of incoming calls (arrears calls) waiting for a response from the reception desk 70. The incoming call queue storage unit 61 stores trunk information, call limit time, call time, etc. for each call. Are associated with each other and registered according to the order of arrival.

  Next, the operation of the incoming call control system 1 having the above configuration will be described.

  First, a schematic operation of the incoming call control system 1 will be described with reference to FIG. When there is an incoming call from the caller via the network 100, the CPU 50 detects the incoming call and instructs the switch 10 to connect the predetermined trunk 40, voice response device 30 and register 20.

  When the switch 10 connects the predetermined trunk 40, the voice response device 30 and the register 20 based on the instruction of the CPU 50, the voice response device 30 sends a message to the caller indicating that the input of the call time limit is prompted. . When the call limit time is input by the caller, the CPU 50 stores the call limit time in the register 20 together with the trunk information.

  Next, the CPU 50 reads the call limit time stored in the register 20, and reads the read call limit time and the call limit time of the incoming call queue stored in the incoming call queue storage unit 61 of the storage device 60. Then, according to the comparison result, the incoming calls are rearranged and registered in order from the shortest call restriction time.

  Then, the CPU 50 responds to the call registered in the incoming call queue, and disconnects the call when the call time of the call that is in the call reaches the call limit time.

  Next, the flow of the incoming call queue registration process will be described with reference to the flowchart shown in FIG. The processing shown in FIG. 2 is realized by the CPU 50 executing a program stored in the storage device 60 or the like.

  In step S1, the voice response device 30 sends a message prompting the caller to input a call time limit. When the caller inputs the call time limit according to this message, the CPU 50 receives the call time limit together with the trunk information, and stores the call time limit and the trunk information in the register 20 in association with each other.

  Next, the CPU 50 compares the call limit time of the incoming call stored in the register 20 with the call limit time of the last call in the incoming call queue stored in the incoming call queue storage unit 61 of the storage device 60. (Step S2).

  When the CPU 50 determines that the call limit time corresponding to the incoming call is equal to or longer than the call limit time of the call to be compared (step S3; No), the CPU 50 compares the incoming call with one of the calls compared in the incoming call queue. Then, it is registered and stored in the incoming call queue storage unit 61 (step S4), and a series of processing ends.

  On the other hand, when it is determined that the call restriction time corresponding to the incoming call is shorter than the call restriction time of the call to be compared (step S3; Yes), the process proceeds to step S5. In step S5, the CPU 50 determines whether or not the comparison target call is the first call in the incoming call queue.

  If it is determined that the call to be compared is not the first call (step S5; No), the process proceeds to step S7, and the CPU 50 compares the call limit time of the incoming call with the incoming call queue. To the call limit time of the previous call. Then, the process returns to step S3.

  On the other hand, when the CPU 50 determines that the call to be compared is the head call (step S5; Yes), the incoming call is registered at the head of the incoming call queue and registered in the incoming call queue. Subsequent calls are registered by shifting back one by one and stored in the incoming call queue storage unit 61 (step S6).

  Next, the flow of processing when responding to a call registered in the incoming call queue will be described with reference to FIG. The processing shown in FIG. 3 is also realized by the CPU 50 executing a program stored in the storage device 60 or the like.

  When the reception desk 70 responds to the call in the incoming call queue stored in the incoming call queue storage unit 61 (step S11), the CPU 50 detects this response, extracts the first call from the incoming call queue, and receives the incoming call. Subsequent calls registered in the call queue are registered by shifting one by one forward (step S12).

  Further, the CPU 50 instructs the switch 10 to connect the corresponding trunk 40 and the reception board 70 based on the trunk information associated with the retrieved call. Then, the switch 10 connects the trunk 40 and the reception stand 70 based on an instruction from the CPU 50 (step S13).

  Next, the CPU 50 starts counting the call time of the trunk 40 (step S14). Note that the count cycle at this time may be, for example, every second.

  In step S <b> 15, the CPU 50 compares the call time by counting with the call time limit associated with the call, and determines whether the call time has exceeded the call time limit.

  When the CPU 50 determines that the call time has exceeded the call limit time (step S15; Yes), the CPU 50 disconnects the call (step S16). On the other hand, when it is determined that the call time has not exceeded the call limit time (step S15; No), the process returns to step S14.

  As described above, according to the first embodiment, when there is an incoming call from the caller, the call registered in the incoming call queue (the stuck call) based on the call restriction time input by the caller. ) Are rearranged in ascending order of call restriction time. Therefore, the number of calls accepted per predetermined time can be increased by preferentially accepting calls with short talk time. In addition, since a call that exceeds the call time limit is automatically disconnected, a call scheduled to be accepted per predetermined time can be accepted with certainty.

  Next, a second embodiment of the incoming call control system according to the present invention will be described. FIG. 4 shows a second embodiment of an incoming call control system according to the present invention. The incoming call control system 2 is roughly divided into a switch 10, a register 20, a voice response device 30, a plurality of trunks 40 (40- 1,..., 40-n (n is an integer)), a CPU (Central Processing Unit) 50, a storage device 60A, a reception stand 70, and a network 100. In the second embodiment, portions common to the first embodiment described above are denoted by the same reference numerals, and detailed description thereof is omitted.

  The storage device 60A includes an incoming call queue storage unit 61A that stores an incoming call queue, and a caller information storage unit 62 that stores caller information. Information associated with a call registered in the incoming call queue of the incoming call queue storage unit 61A includes, in addition to the information described in the first embodiment, a caller ID (caller ID) for identifying the caller. Identification information). The caller information stores information for each caller in which the caller ID and the number of incoming calls are associated with each other. The caller information storage unit 62 stores a caller ID and the number of incoming calls corresponding to the caller ID in association with each other.

  Next, the operation of the incoming call control system 2 having the above configuration will be described.

  First, a schematic operation of the incoming call control system 2 will be described with reference to FIG. When there is an incoming call from the caller via the network 100, the CPU 50 detects the incoming call and instructs the switch 10 to connect the predetermined trunk 40 and the register 20.

  When the switch 10 connects the predetermined trunk 40 and the register 20 based on the instruction of the CPU 50, the CPU 50 receives the caller ID from the caller and stores it in the register 20. Then, when receiving the caller ID, the CPU 50 instructs the switch 10 to connect the predetermined trunk 40, the voice response device 30, and the register 20.

  When the switch 10 connects the predetermined trunk 40, the voice response device 30 and the register 20 based on the instruction of the CPU 50, the voice response device 30 sends a message to the caller indicating that the input of the call time limit is prompted. . When the call limit time is input by the caller, the CPU 50 stores the call limit time in the register 20 together with the trunk information.

  Next, the CPU 50 reads the call limit time and caller ID stored in the register 20, and calls limit the call limit time and the call limit of the incoming call queue stored in the incoming call queue storage unit 61 of the storage device 60. Compare time. In addition, the CPU 50 compares the call limit time described above and, at the same time, based on the caller information stored in the caller information storage unit 62, the number of incoming calls associated with the read caller ID and the incoming call to be compared. The number of incoming calls associated with the caller ID of the queued call is compared. Then, the CPU 50 rearranges and registers the incoming calls according to these comparison results in the order in which the call restriction time is short and the number of incoming calls is small.

  Thereafter, when responding to a call registered in the incoming call queue, the CPU 50 disconnects the call when the call time of the call that is in a call reaches the call limit time.

  Next, the flow of the incoming call queue registration process will be described with reference to the flowchart shown in FIG. The processing shown in FIG. 5 is realized by the CPU 50 executing a program stored in the storage device 60A or the like.

  When the CPU 50 receives the caller ID from the caller (step S21), in step S22, the voice response device 30 sends a message prompting the caller to input the call time limit. When the caller inputs the call limit time according to this message, the CPU 50 receives the call limit time and the caller ID together with the trunk information, and stores the call limit time, the caller ID, and the trunk information in the register 20 in association with each other.

  Next, the CPU 50 stores the call limit time of the incoming call stored in the register 20 and the number of incoming calls associated with the caller ID in the incoming call queue storage unit 61A of the storage device 60A. Is compared with the call limit time and the number of incoming calls of the last call (step S23).

  In step S24, the call restriction time corresponding to the incoming call is shorter than the call restriction time of the call to be compared, and the number of incoming calls corresponding to the caller ID of the incoming call corresponds to the caller ID of the call to be compared. If it is determined that the number of incoming calls is less than the number of incoming calls (step S24; Yes), the process proceeds to step S26.

  On the other hand, the call limit time corresponding to the incoming call is equal to or longer than the call limit time of the call to be compared, and the number of incoming calls corresponding to the caller ID of the incoming call corresponds to the caller ID of the call to be compared. If it is determined that the number of incoming calls is greater than the number of incoming calls (step S24; No), the process proceeds to step S25.

  In addition, the call limit time corresponding to the incoming call is shorter than the call limit time of the call to be compared, and the number of incoming calls corresponding to the caller ID of the incoming call corresponds to the caller ID of the call to be compared. If it is determined that the number is greater than the number of times (step S24; No), the process proceeds to step S25.

  Further, the call limit time corresponding to the incoming call is equal to or longer than the call limit time of the call to be compared, and the number of incoming calls corresponding to the caller ID of the incoming call corresponds to the caller ID of the call to be compared. When it is determined that the number is less than the number of incoming calls (step S24; No), the process proceeds to step S25.

  In step S25, the CPU 50 registers the incoming call behind the compared call in the incoming call queue and stores it in the incoming call queue storage unit 61A, and the series of processing ends. That is, in this case, processing is performed so as to give priority to a call that has been received first.

  In step S26, the CPU 50 determines whether or not the comparison target call is the head call in the incoming call queue.

  When it is determined that the call to be compared is not the first call (step S26; No), the process proceeds to step S28, and the CPU 50 receives the incoming call associated with the call restriction time of the incoming call and the caller ID. The number of times is compared with the call limit time and the number of incoming calls of the call immediately before the compared call in the incoming call queue. Then, the process returns to step S24.

  On the other hand, when the CPU 50 determines that the call to be compared is the head call (step S26; Yes), the incoming call is registered at the head of the incoming call queue and is registered in the incoming call queue. Subsequent calls are registered by shifting back one by one and stored in the incoming call queue storage unit 61A (step S27).

  Next, the flow of processing when responding to a call registered in the incoming call queue will be described with reference to FIG. The processing shown in FIG. 6 is also realized by the CPU 50 executing a program stored in the storage device 60A or the like.

  When the reception stand 70 responds to the call in the incoming call queue stored in the incoming call queue storage unit 61A (step S31), the CPU 50 detects this response, extracts the first call from the incoming call queue, and receives the incoming call. Subsequent calls registered in the call queue are registered by shifting one by one forward (step S32).

  Further, the CPU 50 instructs the switch 10 to connect the corresponding trunk 40 and the reception board 70 based on the trunk information associated with the retrieved call. And the switch 10 connects the said trunk 40 and the reception stand 70 based on the instruction | indication from CPU50 (step S33).

  Next, the CPU 50 starts counting the call time of the trunk 40 (step S34). Note that the count cycle at this time may be, for example, every second.

  In step S35, the CPU 50 compares the call time based on the count with the call time limit associated with the call, and determines whether the call time has exceeded the call time limit.

  When the CPU 50 determines that the call time has exceeded the call limit time (step S35; Yes), the CPU 50 disconnects the call (step S36). On the other hand, if it is determined that the call time has not exceeded the call limit time (step S35; No), the process returns to step S34.

  As described above, according to the second embodiment, when there is an incoming call from the caller, the call restriction time input by the caller and the caller ID for identifying the caller are associated. Based on the number of incoming calls, the order of calls registered in the incoming call queue (packed calls) is rearranged in the order of short call limit time and low incoming calls. Therefore, by preferentially accepting calls with a short call time and a small number of incoming calls, it is possible to increase the number of accepted calls per predetermined time and prevent acceptance of only the same caller.

  Although the embodiments of the present invention have been described above, the present invention is not limited to the first and second embodiments of the present invention described above, and various modifications can be made without departing from the scope of the present invention. Variations and applications are possible. For example, in the second embodiment described above, the caller ID is received when the caller receives an incoming call. However, the caller ID may not be sent when the call is received. In such a case, the voice response device further stores a message for prompting the input of the caller ID, and sends the message to the caller to request the caller ID to be input. .

1, 2 Incoming call control system 10 Switch 20 Register 30 Voice response device 40 (40-1, ..., 40-n) Trunk 50 CPU
60, 60A Storage device 61, 61A Incoming call queue storage unit 62 Caller information storage unit 70 Reception stand 100 Network

Claims (8)

An incoming call control system for controlling a response order of a backlogged call received via a network,
A receiving unit for receiving an incoming call via the network;
A voice response unit for storing a message for requesting input of a call time limit for the incoming call, and sending the message to a caller of the incoming call;
A first storage unit for storing the call limit time received from the caller;
A second storage unit having an incoming call queue storage for storing incoming call queues registered according to the order in which overdue calls respond;
Based on the call limit time stored in the first storage unit, an incoming call corresponding to the call limit time is registered in the incoming call queue of the incoming call queue storage unit, and the incoming call queue And a control unit that rearranges the order of the overdue calls registered in (1) in ascending order of the call restriction time. The controller is
The call limit time of the incoming call stored in the first storage unit is compared with the call limit time corresponding to a predetermined call registered in the incoming call queue of the incoming call queue storage unit. ,
If it is determined that the call limit time of the incoming call is equal to or longer than the call limit time of the call to be compared, the incoming call is registered behind one of the calls to be compared,
When it is determined that the call limit time of the incoming call is shorter than the call limit time of the comparison target call, the call limit time of the incoming call and the call limit time of the call immediately before the comparison call The incoming call control system according to claim 1, wherein: The first storage unit further stores caller identification information for identifying the caller received from the caller,
The second storage unit further includes a caller information storage unit that stores caller information that associates the caller identification information with the number of incoming calls corresponding to the caller identification information,
The control unit is configured to send an incoming call corresponding to the call restriction time and the caller identification information to the incoming call queue storage unit based on the call restriction time and the caller identification information stored in the first storage unit. 2. The registered overdue calls queued in the incoming call queue and rearranged the order of overdue calls registered in the incoming call queue in ascending order of call restriction time and number of incoming calls. Incoming call control system. The controller is
The call limit time of the incoming call stored in the first storage unit is compared with the call limit time corresponding to a predetermined call registered in the incoming call queue of the incoming call queue storage unit. With
The number of incoming calls associated with the caller identification information of the incoming call stored in the first storage unit, stored in the caller information storage unit, and associated with the caller identification information of the predetermined call Compared to the number of incoming calls
The call limit time of the incoming call when the call limit time of the incoming call is shorter than the call limit time of the comparison target call and the number of incoming calls of the incoming call is less than the number of incoming calls of the comparison target call And comparing the number of incoming calls with the call limit time and the number of incoming calls of the call immediately before the call to be compared,
4. The incoming call control system according to claim 3, wherein the incoming call is registered immediately after the comparison target call when the comparison condition of the call limit time and the number of incoming calls is not satisfied. The voice response unit
Further storing a message for requesting the caller to input caller identification information;
5. The incoming call control system according to claim 3, wherein when the caller identification information is not received from the caller, the message is sent to the caller.   The control unit responds to a call registered in the incoming call queue, and disconnects the call when a call time of the call that is in a call reaches a call limit time. Item 6. An incoming call control system according to any one of Items 1 to 5. An incoming call control method for causing a computer device to execute an incoming call control method for controlling a response order of a backlogged call received via a network,
Receive incoming calls over the network,
A message for requesting input of the call restriction time of the incoming call is sent to the caller of the incoming call;
Storing the call limit time received from the caller;
Based on the stored call limit time, an incoming call corresponding to the call limit time is registered in an incoming call queue registered according to the order in which overdue calls respond, and registered in the incoming call queue. An incoming call control method, wherein the order of overdue calls is rearranged in ascending order of call restriction time. An incoming call control program for causing a computer device to execute an incoming call control method for controlling a response order of overloaded calls received via a network,
Receive incoming calls over the network,
A message for requesting input of the call restriction time of the incoming call is sent to the caller of the incoming call;
Storing the call limit time received from the caller;
Based on the stored call limit time, an incoming call corresponding to the call limit time is registered in an incoming call queue registered according to the order in which overdue calls respond, and registered in the incoming call queue. An incoming call control program for causing a computer device to execute an incoming call control method in which the order of overdue calls is rearranged in ascending order of call restriction time.

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