JP2018198369A - Incoming call transfer system and program - Google Patents

Abstract

To provide highly convenient incoming call transfer system and program capable of telephone answering service of other telephone set for an incoming call to some telephone set.SOLUTION: An incoming call transfer system includes a switchboard, a first information processing unit for connection communicably with the switchboard, a second information processing unit for connection communicably with the first information processing unit, and a first telephone set for connection with the switchboard by a telephone line. When the first telephone set receives an incoming call from a source telephone set via the switchboard, the second information processing unit transmits first selective information indicating that the first telephone set is the change source of destination of the incoming call, and second selective information indicating that the second telephone set is the change destination of the incoming call, to the first information processing unit. Based on the first selective information and the second selective information received from the second information processing unit, the first information processing unit transmits a command for changing the destination of incoming call of the first telephone set from the first telephone set to the second telephone set, to the switchboard. The switchboard changes the destination of incoming call to the second telephone set based on the command.SELECTED DRAWING: Figure 1

Description

  The present embodiment relates to an incoming call transfer system and a program.

  There is a call pickup as a function of making a proxy response to a second telephone that is not the first telephone in response to an incoming call to the first telephone.

  When the call pickup is used, a call pickup group is set in advance in the private branch exchange (hereinafter referred to as PBX: Private Branch eXchange). When the first telephone and the second telephone belong to the same call pickup group, as described above, the proxy response can be made by the second telephone with respect to the incoming call to the first telephone.

JP 2008-131576 A

  In the existing call pickup as described above, it is not possible to make a proxy response for an incoming call to a telephone outside the preset pickup group.

  In addition, in the existing call pickup, when a telephone is newly established, it is necessary to appropriately set a call pickup group for the new telephone.

  The existing call pickup can be used only by the extension telephone connected to the PBX, and cannot be proxied by using the call pickup by another telephone that is not the extension telephone.

  In the existing call pickup, when a plurality of telephones belonging to the same call pickup group are incoming, it is not possible to select which telephone is to be used as a proxy response.

  The present embodiment has been made in view of the above circumstances, and provides a highly convenient incoming call transfer system and program that can make a proxy response to an incoming call to another telephone using another telephone.

  The incoming call transfer system according to the present embodiment is connected to an exchange that receives an incoming call from a caller telephone, a first information processing apparatus that is communicably connected to the exchange, and a first information processing apparatus that is communicable. A second information processing apparatus; and a first telephone connected to the exchange through a telephone line. The second information processing device indicates that when the first telephone receives an incoming call from the caller telephone via the exchange, the first information processing apparatus indicates that the first telephone is used as a destination change destination of the incoming call. And the second selection information indicating that the second telephone is set as the destination of the incoming call destination is transmitted to the first information processing apparatus. Based on the first selection information and the second selection information received from the second information processing apparatus, the first information processing apparatus sets the destination of the incoming call of the first telephone from the first telephone to the second information. A command to change to the telephone is sent to the exchange. The exchange changes the destination of the incoming call to the second telephone based on the command.

  According to the present embodiment, it is possible to provide a highly convenient incoming call transfer system and program that can make a proxy response to an incoming call from a telephone by using another telephone.

1 is a block diagram showing an example of an incoming call transfer system according to a first embodiment. The block diagram which shows an example of the user terminal shown in FIG. The block diagram which shows an example of the CTI apparatus shown in FIG. The figure which shows an example of the extended call pickup object list | wrist shown in FIG. 6 is a sequence chart showing an example of an extended call pickup operation according to the first embodiment. 6 is a flowchart illustrating an example of processing between the CTI apparatus illustrated in FIG. 5 and a PBX. The figure which shows an example of the user interface of the user terminal which concerns on 1st Embodiment. 9 is a flowchart showing an example of processing between the CTI device and the PBX for extended call pickup operation according to the second embodiment. 9 is a flowchart showing an example of processing between the CTI device and the PBX for extended call pickup operation according to the third embodiment.

  Hereinafter, each embodiment will be described with reference to the drawings. In the following description, substantially or substantially the same functions and components are denoted by the same reference numerals, and description thereof is omitted or described as necessary.

[First Embodiment]
In this embodiment, a call transfer system that realizes extension call pickup will be described.

  FIG. 1 is a block diagram illustrating an example of a configuration of an incoming call transfer system 1 according to the present embodiment.

  The call transfer system 1 includes a PBX 2, a user terminal 4, and a CTI (Computer Telephony Integration) device 6. The user terminal 4 and the CTI device 6 are connected to be communicable via the network N. Further, the CTI device 6 and the PBX 2 are connected to be communicable.

  The network N may be a wide area communication network including, for example, the Internet, an intranet, or the like, or may be near field communication based on Bluetooth (registered trademark), a wireless LAN (Local Area Network), or other standards.

  The PBX 2 stores exchange information such as an extension telephone number. The PBX 2 has a function of selectively connecting the caller telephone set T0, the first telephone set T1, and the second telephone set T2 based on the exchange information.

  The caller telephone set T0 may be an external telephone connected to the public line network, or may be an internal telephone connected under the control of the PBX 2. Further, for example, the first telephone T1 and the second telephone T2 are extension telephones connected under the control of the PBX 2 by telephone lines.

  The second telephone T2 can be omitted depending on the usage pattern, as will be described later.

  In the present embodiment, the PBX 2 includes, for example, an API (Application Programming Interface). For example, an external device such as the CTI device 6 transmits a command to the PBX 2 using this API. The PBX 2 operates according to the received command. The command is, for example, a command. Further, the type and function of the PBX 2 are not particularly limited.

  More specifically, the PBX 2 according to the present embodiment includes a virtual extension, an API that designates and cancels the absence transfer with respect to the virtual extension, and an API that changes the destination of the incoming call to the virtual extension. Also good. The virtual extension is an extension that exists only on the data of the PBX 2, in other words, an extension that is not linked to the telephone under the PBX 2. Therefore, the user of the telephone under PBX2 is not aware of the existence of the virtual extension.

  Further, the PBX 2 may transmit a command to an external device such as the CTI device 6 according to a predetermined interface.

  The user terminal 4 is an information processing apparatus including, for example, a smart device, a personal computer (PC), a tablet terminal, and the like. The user terminal 4 has a communication function via the network N. User A operates the user terminal 4.

  In the present embodiment, for example, the user terminal 4 may include a call device that can be connected to a public network. That is, the user terminal 4 may be a smartphone, a mobile phone, a PDA (Personal Data Assistance) having a call function, or the like.

  The user terminal 4 can communicate with the CTI device 6 and may be a telephone under the PBX 2, that is, an extension telephone.

  The CTI device 6 is an example of an information processing device that is externally attached to the PBX 2. The CTI device 6 is a server device including a CTI engine, and can communicate with the PBX 2 and the user terminal 4 via a communication interface.

  The CTI device 6 may not have the function of the PBX 2. For example, the CTI device 6 receives a command from the user terminal 4 and executes various operations for an incoming call via the PBX 2 based on the received command. The command may include a plurality of commands, for example.

  For example, when there is an incoming call from the source telephone T0 to the first telephone T1 via the PBX 2, the CTI device 6 sets the destination of the incoming call as the first telephone based on the instruction received from the user terminal 4. A command to change to another telephone set (for example, the second telephone T2, the user terminal 4 or the like) designated in the user terminal 4 that is not T1 is transmitted to the PBX 2.

  The CTI device 6 detects an incoming call from the source telephone T0 to the PBX 2 regardless of the operation of the user terminal 4, for example, according to a call event issued from the PBX 2, and based on the detection result, the network N The user terminal 4 may be notified that there is an incoming call from the caller telephone set T0 to the first telephone set T1.

  FIG. 2 is a block diagram illustrating an example of the user terminal 4 of the call transfer system 1 according to the present embodiment.

  The first telephone T1 includes a first nonvolatile memory 4a, a processor 4b, a first volatile memory 4c, a communication device 4d, a display device 4e, an input device 4f, and a call device 4g.

  The first non-volatile memory 4a is constituted by, for example, a hard disk, an SSD (Solid State Drive), a flash memory, etc., and constitutes a storage area together with the first volatile memory 4c.

  The first nonvolatile memory 4a stores various software such as an operating system (OS), a browser, a mailer, and various application programs. The first nonvolatile memory 4a stores a program P1.

  The first nonvolatile memory 4a includes setting data L. The setting data L includes a list of telephones before transfer that can be designated by the user terminal 4 (telephones to which extended calls are picked up), and transfer destination telephones that can be designated by the user terminal 4 (phones to which destinations of incoming calls are changed). And manage the list. Details of the setting data L will be described later with reference to FIG.

  Part or all of the setting data L may be stored in the non-volatile memory of the CTI device 6 and managed by the CTI device 6.

  The processor 4b executes various software (programs) and controls the entire user terminal 4. The processor 4b is, for example, a CPU (Central Processing Unit), an MPU (Microprocessor Unit), a DSP (Digital Signal Processing), or the like.

  The processor 4b executes, for example, CTI control by executing the program P1 stored in the first nonvolatile memory 4a or transferred from the first nonvolatile memory 4a to the first volatile memory 4c. The unit 41 functions as the UI control unit 42.

  The CTI control unit 41 executes processing for transmitting / receiving commands and the like to / from the CTI device 6 via the communication device 4d.

  The UI control unit 42 executes processing for controlling the user interface of the user terminal 4 using the display device 4e, the input device 4f, and the like.

The first volatile memory 4c as the main memory is, for example, a RAM (Random Access Mem.
ory) and used as a work area. The work area is used when the processor 4b executes various software.

  The communication device 4d controls communication with the CTI device 6 via the network N. The communication device 4d may include a wireless communication function such as a wireless LAN or a short-range wireless communication function such as Bluetooth (registered trademark).

  The display device 4e displays a program P1 executed by the processor 4b and user interfaces of various application programs.

  The input device 4f may include a screen keyboard or a touch sensor when the user terminal 4 is a smartphone, a tablet terminal, or the like, and may include a keyboard or a mouse when the user terminal 4 is a desktop terminal, for example.

  The call device 4g is a device for making a call with the user terminal 4, and includes a microphone and a speaker (not shown).

  Note that the communication device 4g can be omitted depending on the usage pattern as described later.

  FIG. 3 is a block diagram showing an example of the CTI device 6 of the incoming call transfer system 1 according to the present embodiment.

  The CTI device 6 includes a second nonvolatile memory 6a, a processor 6b, a second volatile memory 6c, a communication device 6d, and the like.

  Similar to the first nonvolatile memory 4a, the second nonvolatile memory 6a is composed of, for example, a hard disk, SSD, flash memory, etc., and stores various software and data. The various software includes an operating system (OS), a data management program, various application programs, and the like. The second nonvolatile memory 6a stores a program P2 and extension selection information I.

  The extension selection information I is information indicating which virtual extension is selected for the next incoming call when there are a plurality of virtual extensions. The extension selection information I may be stored in the second volatile memory 6c. If there is one virtual extension, extension selection information I can be omitted.

  The processor 6b executes various software (programs) and controls the CTI device 6 as a whole. The processor 6b is, for example, a CPU, MPU, DSP, or the like.

  The processor 6b executes, for example, a PBX instruction by executing the program P2 stored in the second nonvolatile memory 6a or transferred from the second nonvolatile memory 6a to the second volatile memory 6c. The unit 61 functions.

  The PBX instruction unit 61 controls the PBX 2 by transmitting a command to, for example, the PBX 2 via the communication device 6d. More specifically, for example, when there is an incoming call from the caller telephone set T0 to the first telephone set T1, the PBX instructing unit 61 makes an incoming call to the first telephone set T1 based on an instruction from the user terminal 4. A command to change the destination to another telephone other than the first telephone T1 (for example, the second telephone T2, the user terminal 4, etc.) is transmitted to the PBX 2.

  More specifically, the PBX instruction unit 61 includes, for example, a first selection reception unit 61a, a second selection reception unit 61b, a command generation unit 61c, and a command transmission unit 61d.

  The first selective receiving unit 61a receives the name and telephone number of the first telephone T1 that the proxy terminal receives from the user terminal 4 via the network N and the communication device 6d.

  The second selective receiving unit 61b receives the name and telephone number of the second telephone T2 used in the proxy response received from the user terminal 4 via the network N and the communication device 6d.

  The command generator 61c generates a command for switching the connection from the caller telephone T0 to the first telephone T1 via the PBX2 to the connection from the caller telephone T0 to the second telephone T2 via the PBX2. .

  The command transmission unit 61d transmits the command created by the command generation unit 61c to the PBX 2 via the communication device 6d.

  Similar to the first volatile memory 4c, the second volatile memory 6c is used as a work area of the processor 6b.

  Similar to the communication device 4d, the communication device 6d controls communication with the user terminal 4 via the network N. The communication device 6d controls communication with the PBX 2.

  In addition, the CTI device 6 may include a display device, an input device, and the like.

  FIG. 4 is a diagram illustrating an example of the setting data L according to the present embodiment.

  The setting data L includes a list L1 that includes candidates for telephones that will be extended call picked up (hereinafter referred to as telephones that are subject to extended call pickup), and a list L2 that includes candidates for telephones to which destinations of incoming calls are to be changed.

  The list L1 associates the registered name (identification information) L1a and the telephone number L1b of the telephone to be expanded call pickup. User A registers the telephone that he / she wishes to make a proxy response in this list L1. When the telephone set registered in the list L1 is ringing, the user terminal 4 displays, for example, the telephone set registered in the list L1 and in the ringing state, or the telephone set registered in the list L1. The user operates the user terminal 4 and designates a telephone to be responded on behalf of the telephones displayed on the user terminal 4. Then, the user terminal 4 transmits to the CTI device 6 the registered name L1a and telephone number L1b of the telephone that is to be designated as a proxy response.

  The list L2 associates the registered name L2a and the telephone number L2b of the telephone to which the incoming call destination is changed. User A registers in the list L2 a telephone that he / she wishes to use for a call after the extended call pickup. For example, when the telephone set registered in the list L1 is ringing, the user terminal 4 displays the telephone set registered in the list L2. The user operates the user terminal 4 and designates a telephone to be used in the proxy response from the telephones displayed on the user terminal 4. Then, the user terminal 4 transmits the registered name L2a and telephone number L2b of the telephone to be used in the designated proxy response to the CTI device 6.

  The list L2 may include a mixture of telephones having extension numbers and telephones having external numbers (for example, mobile numbers). Further, when the telephone set managed by the list L1 and the telephone set managed by the list L2 are the same, the list L2 may be omitted.

  When the user terminal 4 includes the call device 4g, the telephone to which the destination of the incoming call is changed includes the user terminal 4. That is, the list L2 may include the registered name and telephone number of the user terminal 4.

  FIG. 5 is a sequence chart showing an example of the extended call pickup operation according to the present embodiment.

  In step S1, the transmission source telephone T0 transmits, for example, the transmission destination number as “03-9999-9999”.

  In step S2, the PBX 2 receives the telephone number “03-9999-9999”.

  In step S3, the PBX 2 converts the telephone number “03-9999-9999” into an extension destination telephone number “201”, and transmits an incoming call notification to the first telephone T1 as the extension telephone. 1 telephone T1 is called. This incoming notification includes, for example, the telephone number “03-5000-5000” of the caller telephone set T0. The first telephone set T1 that has received the incoming call notification starts ringing.

  In step S4, the UI control unit 42 of the user terminal 4 displays an extended call pickup selection screen on the display device 4e. The user A operates the extended call pickup selection screen displayed on the user terminal 4 to select a telephone for extension call pickup that is receiving a call. In other words, the extension call pickup target telephone is a telephone from which an incoming call destination is changed. In the example of FIG. 5, the extension call pickup target telephone is the first telephone T1. Further, the user A selects a telephone set to change the destination of the incoming call on the extended call pickup selection screen. In the example of FIG. 5, the destination telephone of the incoming call destination is the second telephone T2. Details of the extended call pickup selection screen will be described later with reference to FIG. When the user terminal 4 includes the call device 4g, the telephone to which the destination of the incoming call is changed may be the user terminal 4. The PBX 2 can execute an incoming call destination change process regardless of whether an incoming call change destination telephone is connected to an external line or an internal line.

  In the present embodiment, an extended call pickup selection screen is displayed on the user terminal 4 by the operation of the user A. However, when there is an incoming call to the PBX 2, the extended call pickup selection screen may be automatically displayed on the user terminal 4. In this case, as shown in step S4a, the incoming call notification is sent from the PBX 2 to the CTI device 6. Further, as shown in step S4b, for example, push notification is performed from the CTI device 6 to the user terminal 4 via the network N. This incoming notification and push notification include, for example, the telephone number “03-5000-5000” of the transmission source telephone T0, the extension telephone number “201”, and the like. That is, when the extended call pickup selection screen is automatically displayed on the user terminal 4, the UI control unit 42 may display the extended call pickup selection screen based on the push notification. Note that the incoming notification transmitted from the PBX 2 to the first telephone T1 in step S3 and the incoming notification transmitted from the PBX 2 to the CTI device 6 in step S4a may not be the same notification. The incoming notification transmitted from the PBX 2 to the first telephone T1 in step S3 and the incoming notification transmitted from the PBX 2 to the CTI device 6 in step S4a may be executed substantially in parallel. Further, when a plurality of extension telephones under PBX 2 are receiving a call due to an incoming call from a plurality of caller telephones T0, the processing of step S1 to step S4b is repeatedly executed, so that the user terminal 4 All telephones can be identified.

  In step S5, the CTI control unit 41 of the user terminal 4 receives the first selection information indicating the extension call pickup target telephone (for example, the first telephone T1) and the incoming call based on the selection content on the extension call pickup selection screen. The second selection information indicating the telephone to which the call destination is changed (for example, the second telephone T2) is transmitted to the CTI apparatus 6 via the communication apparatus 4d of the user terminal 4.

  In step S6, the PBX instruction unit 61 of the CTI device 6 sets the destination of the incoming call of the first telephone T1 to the PBX 2 based on the first selection information and the second selection information received from the user terminal 4. A command to change to the second telephone T2 is transmitted. More detailed processing between the CTI device 6 and the PBX 2 will be described later with reference to FIG.

  In step S7, the PBX 2 changes the destination of the incoming call of the first telephone T1 to the extension destination telephone number “505” of the second telephone T2 based on the command from the CTI device 6, and the second telephone The second telephone T2 is called by sending an incoming call notification to T2. Note that the ringing of the first telephone T1 ends and the ringing of the second telephone T2 starts when the change of the destination of the incoming call is completed.

  The PBX 2 does not change the ringing tone (ringback tone) transmitted to the caller telephone set T0 before and after the time when the destination of the incoming call is changed from the first telephone set T1 to the second telephone set T2. It is preferably set in advance by the PBX instruction unit 61 of the device 6. That is, the PBX 2 continuously transmits a ringing tone to the caller telephone set T0 regardless of whether or not the destination of the incoming call is changed. As a result, the caller of the caller telephone set T0 can stand by without being aware of whether the destination of the incoming call has been changed during the call. Note that the PBX instruction unit 61 can be set so that the ringing tone of the PBX 2 does not change with the change of the destination of the incoming call by, for example, transmitting a specific command to the PBX 2.

  In step S8, when a response is started in the second telephone T2, the caller telephone T0 and the second telephone T2 are connected and are ready to talk.

  In step S9, when either the caller telephone set T0 or the second telephone set T2 during the call ends the response, the call is ended.

  FIG. 6 is a flowchart showing an example of processing between the CTI device and the PBX in the extended call pickup operation according to the present embodiment. More specifically, FIG. 6 is a diagram for explaining the process of step S6 of FIG. 5 in more detail.

  In the present embodiment, it is preferable that a plurality of virtual extensions are prepared and the destination is changed to a different virtual extension for each incoming call. As a result, even when the PBX 2 receives a plurality of incoming calls at the same time, a call forwarding setting described later is made in advance for each virtual extension corresponding to each incoming call, so that the destination of each incoming call is correctly changed. That is, when a plurality of incoming calls are received at the same time, the contention of the virtual extension is avoided, so that the processing stability of the incoming call transfer system is increased.

  In the following description of processing, an example of a specific command (command) transmitted from the PBX instruction unit 61 to the PBX 2 will be described. However, the command transmitted from the PBX instruction unit 61 to the PBX 2 is not limited to the command described below. The PBX instruction unit 61 has the same meaning as each command described below, for example, and can execute the following processing by sending a command in an appropriate format according to the API specification provided in the PBX 2 to the PBX 2. is there.

  In the present embodiment, an argument is a type of parameter used when a command transmission source or transmission destination delivers a value or an address to the outside together with the command.

  In step S101, the PBX instruction unit 61 of the CTI device 6 reads the extension selection information I from the second nonvolatile memory 6a, and based on the read extension selection information I, one virtual extension of the plurality of virtual extensions under the PBX 2 is displayed. Select an extension. More specifically, for example, three types of virtual extension numbers “997”, “998”, and “999” are prepared. When the extension selection information I indicates the virtual extension with the virtual extension number “997”, the PBX instruction unit 61 selects the virtual extension with the virtual extension number “997”, and then the extension selection information I is the virtual extension number “998”. The extension selection information I is rewritten to indicate the virtual extension or the virtual extension with the virtual extension number “997”. As described above, after selecting the virtual extension, the PBX instruction unit 61 rewrites the extension selection information I so that the extension selection information I indicates a virtual extension that is different (not in use) from the selected virtual extension. In step S101, for example, a virtual extension with a virtual extension number “999” is selected. The number and number of virtual extensions are not limited to those described above.

  In step S102, the PBX instruction unit 61 transmits to PBX 2 a command (SET_CALL_FOWARDING (999, 505)) for setting absent transfer from the virtual extension number “999” to the telephone number “505” of the second telephone T2. In step S103, the PBX 2 sets unattended transfer from the virtual extension number “999” to the telephone number “505” of the second telephone T2 based on the command.

  In step S104, the PBX instruction unit 61 transmits a command (BREAK_CONNECTION (201, 999)) for changing the destination of the incoming call (extension number “201”) of the first telephone T1 to the virtual extension number “999” to the PBX 2. To do. In step S105, the PBX 2 changes the destination of the incoming call (extension number “201”) of the first telephone set T1 to the virtual extension number “999” based on the command.

  In step S106, the PBX 2 transfers the virtual extension number “999” to the telephone number “505” of the second telephone in an absence. By the processing in step S106, the destination of the incoming call of the first telephone T1 is changed to the extension destination telephone number “505” of the second telephone T2 (see step S7 in FIG. 5).

  In step S107, the PBX instruction unit 61 transmits to the PBX 2 a command (CANCEL_CALL_FOWARDING (999)) for canceling the absent transfer setting for the virtual extension number “999”. In step S108, the PBX 2 cancels the absent transfer setting for the virtual extension number “999” based on the command.

  FIG. 7 is a diagram illustrating an example of an extended call pickup selection screen of the user terminal 4 according to the first embodiment. More specifically, FIG. 7 corresponds to the process of step S4 of FIG. The extended call pickup selection screen includes an incoming phone selection screen U1 and a destination phone selection screen U2.

  First, the UI control unit 42 of the user terminal 4 displays the incoming phone selection screen U1 on the display device 4e. The incoming phone selection screen U1 may be displayed by the operation of the user A as described above, or may be automatically displayed by the UI control unit 42 through the processing of step S4a and step S4b.

  The incoming phone selection screen U1 displays the incoming phone list U1a. The incoming telephone list U1a displays an item n combining the registered name L1a and the telephone number L1b of the list L1 (see FIG. 4) of the setting data L as an item n that can be selected by the user A, such as an icon or a button. .

  Here, for example, when the user A selects any item n in the incoming phone list U1a, the UI control unit 42 displays the destination phone selection screen U2 on the display device 4e. In the example of FIG. 7, it is assumed that the representative telephone a that is receiving a call is selected.

  The destination telephone selection screen U2 displays an extension telephone list U2a and an external telephone list U2b. The item m included in the extension telephone list U2a and the external telephone list U2b is created based on the registered name L2a and the telephone number L2b in the list L2 of the setting data L. In the extension telephone list U2a, it is preferable to display telephones excluding the telephone selected in the incoming telephone list U1a. The extension telephone list U2a may be created based on the list L1 of the setting data L.

  Note that the display mode of the incoming telephone selection screen U1 and the destination telephone selection screen U2 is not limited to that shown in FIG. For example, in the item n, only one of the registered name L1a and the telephone number L1b may be displayed. For example, the item n may be displayed by a small button and arranged on a matrix in the incoming phone selection screen U1. The same applies to the destination telephone selection screen U2 and the item m.

  The destination telephone selection screen U2 may include only one of the extension telephone list U2a and the external telephone list U2b. For example, when the destination telephone of an incoming call is only an external mobile phone due to the setting of the user A or the like, the extension telephone list U2a is not necessary. In this case, the second telephone T2 of the call transfer system 1 (FIG. 1) can be omitted.

  In addition, when the user terminal 4 can identify the extension telephones that are being received through the processing of step S4a and step S4b, for example, the UI control unit 42 includes the item n corresponding to the telephone that is receiving calls in the incoming call list U1a. May be different from the display mode of item n corresponding to a telephone that is not receiving a call. More specifically, a mark or a color indicating that an incoming call is being received may be attached to the item n corresponding to the incoming call. Further, the item n corresponding to the telephone that is not receiving a call may be deleted or grayed out so that the user A does not select it.

  In the present embodiment described above, the user A registers in advance in the setting data L the extension telephone number of the telephone under the PBX 2 for which the extended call pickup is to be executed. When the user A executes the extended call pickup, the user A selects the extended call pickup target telephone and the destination call destination telephone on the extended call pickup selection screen displayed on the user terminal 4. The CTI control unit 41 of the user terminal 4 transmits the selection information to the CTI device 6 connected to the PBX 2. The PBX instruction unit 61 of the CTI device 6 controls the PBX 2 based on the selection information, so that the destination of the incoming call is changed to the user A's desired telephone.

  Therefore, unlike the existing call pickup, the PBX 2 does not require the prior work setting of the call pickup group and the setting when the telephone is newly installed. That is, an extended call pickup can be realized without using the conventional concept of a pickup group. Further, the user A can add, change, and delete the telephone number to be expanded call pickup as necessary. Thereby, a highly convenient incoming call transfer system can be provided.

  Further, even when there are a plurality of incoming telephones, the user A can execute an extended call pickup by designating an arbitrary incoming telephone. Furthermore, since an arbitrary telephone number can be designated as the destination of an incoming call, for example, a mobile phone connected to a public line that is not under the control of PBX 2 can respond to an incoming call from a telephone under the control of PBX 2. Thereby, a highly convenient incoming call transfer system can be provided.

  In the present embodiment, when a call is received from the caller telephone set T0 to the PBX 2, a push notification may be transmitted from the PBX 2 to the user terminal 4 via the CTI device 6. Since the user terminal 4 can automatically display the extended call pickup selection screen based on the presence / absence of the push notification, the user terminal 4 is excellent in convenience. Further, the user terminal 4 can distinguish and display the incoming telephone and the non-incoming telephone on the extended call pickup selection screen based on the presence or absence of the push notification. Thereby, the user A can check which telephone under the PBX has received the call using the user terminal 4, which is excellent in convenience.

[Second Embodiment]
In the present embodiment, a first modification of processing (see FIG. 6) between the CTI device 6 and the PBX 2 in the extended call pickup operation will be described.

  As described above, the API provided in the PBX differs depending on the PBX model used in the incoming call transfer system 1. In other words, the process executed between the CTI device 6 and the PBX, and the command and command for realizing the process vary depending on the PBX model.

  In the incoming call transfer system 1 according to the present embodiment, for example, PBX 2A is used instead of the PBX 2 used in the first embodiment. The PBX 2A includes a virtual extension number (hereinafter referred to as a monitor number) that can accommodate a plurality of incoming calls, an API that queues an incoming call to an arbitrary monitor number, and a queued incoming call. It is assumed that an API for dequeuing is provided. Here, queuing refers to storing an incoming call in a queue associated with a monitor number, and dequeue refers to changing the destination of an incoming call stored in the queue to an arbitrary telephone number, and Is removed from the queue. In addition, the monitor number may be, for example, a call-dedicated number provided for monitoring a call between the caller telephone and the telephone under the PBX 2A via the PBX 2A.

  Queuing may be realized using, for example, a first-in first-out memory.

  FIG. 8 is a flowchart showing an example of processing between the CTI device 6 and the PBX 2A for the extended call pickup operation according to the present embodiment.

  The monitor number according to the present embodiment can accommodate a plurality of incoming calls as described above, but it is desirable to prepare a plurality of monitor numbers as in the first embodiment. As a result, even if the PBX 2A receives a large number of incoming calls that exceed the maximum number of incoming calls that can be stored in one monitor number, queue overflow can be avoided by storing incoming calls in other monitor numbers. The stability of the processing of the call transfer system is increased.

  Also in the following description of the processing, an example of a specific command (command) transmitted from the PBX instruction unit 61 to the PBX 2A is described as in the first embodiment. The PBX instructing unit 61 has the same meaning as each command described below, for example, and can execute the following processing by sending a command in an appropriate format according to the API specification provided in the PBX 2A to the PBX 2A. is there.

  In step S201, the PBX instructing unit 61 of the CTI device 6 reads the extension selection information I from the second nonvolatile memory 6a and, based on the read extension selection information I, one monitor among a plurality of monitor numbers under the PBX 2A. Select a number. The process of selecting one monitor number from a plurality of monitor numbers and the process of rewriting extension selection information I are the same as the process of step S101 in FIG. In step S201, for example, the monitor number “999” is selected.

  In the present embodiment, one monitor number may be used. In this case, the extension selection information I can be omitted.

  In step S202, the PBX instruction unit 61 transmits a command (BREAK_CONNECTION (201, 999)) for queuing the incoming call (extension number “201”) of the first telephone set T1 to the monitor number “999” to the PBX 2A. In step S203, the PBX 2A queues the incoming call (extension number “201”) of the first telephone set T1 to the monitor number “999” based on the command.

  In step S204, the PBX 2A issues a command (CALL_DEQUE (03-5000-5000, 505, 999) for dequeuing the incoming call (extension number “201”) of the first telephone T1 to the telephone number “505” of the second telephone T2. )). The first argument “03-5000-5000” of the command indicates the telephone number of the caller telephone set T0. The telephone number of the source telephone T0 and the extension number “201” of the first telephone T1 that is receiving a call are associated with each other by, for example, PBX 2A.

  In step S205, the PBX 2A dequeues the incoming call (extension number “201”) of the first telephone T1 to the telephone number “505” of the second telephone T2 based on the command. By this processing, the destination of the incoming call of the first telephone T1 is changed to the extension destination telephone number “505” of the second telephone T2.

  In the present embodiment described above, the extended call pickup can be executed even when the PBX included in the call transfer system 1 does not correspond to the virtual extension. Thereby, a highly convenient incoming call transfer system can be provided.

[Third Embodiment]
In the present embodiment, as in the second embodiment, a second modification of the process (see FIG. 6) between the CTI device 6 and the PBX 2 in the extended call pickup operation will be described.

  In the incoming call transfer system 1 according to the present embodiment, for example, PBX2B is used instead of the PBX2 used in the first embodiment and the PBX2A used in the second embodiment. The PBX 2B includes an API (call redirection function) that changes an incoming call to an extension or an outside line with a different telephone number.

  FIG. 9 is a flowchart showing an example of processing between the CTI device 6 and the PBX 2B for the extended call pickup operation according to the present embodiment.

  Also in the following description of the process, an example of a specific command (command) transmitted from the PBX instruction unit 61 to the PBX 2B is described, as in the first and second embodiments. The PBX instructing unit 61 has the same meaning as, for example, the commands described below, and can execute the following processing by transmitting to the PBX 2B a command in an appropriate format that conforms to the API specifications provided in the PBX 2B.

  In step S301, the PBX instruction unit 61 of the CTI device 6 changes the incoming call (extension number “201”) of the first telephone T1 to the second telephone T2 (extension number “505”) (CALL_REDIRECTING (201, In step S302, the PBX 2B changes the incoming call (extension number “201”) of the first telephone T1 to the telephone number “505” of the second telephone T2, based on the command. By this processing, the destination of the incoming call of the first telephone T1 is changed to the extension destination telephone number “505” of the second telephone T2.

  In the present embodiment described above, even when the PBX included in the call transfer system 1 does not correspond to the virtual extension and the monitor number, for example, the extended call pickup can be executed using the call redirection function. Thereby, a highly convenient incoming call transfer system can be provided.

  Note that the present invention is not limited to the above-described embodiments as they are, and can be embodied by modifying the constituent elements without departing from the scope of the invention in the implementation stage. In addition, various inventions can be formed by appropriately combining a plurality of components disclosed in the embodiment. For example, some components may be reduced from all the components shown in the embodiment. Furthermore, constituent elements over different embodiments may be appropriately combined.

  DESCRIPTION OF SYMBOLS 1 ... Call transfer system, 2 ... PBX, 4 ... User terminal, 6 ... CTI apparatus, A ... User, N ... Network, T0 ... Originator telephone, T1 ... 1st telephone, T2 ... 2nd telephone

The incoming call transfer system according to the present embodiment is connected to an exchange that receives an incoming call from a caller telephone, a first information processing apparatus that is communicably connected to the exchange, and a first information processing apparatus that is communicable. A second information processing apparatus; and a first telephone connected to the exchange through a telephone line. The second information processing device indicates that when the first telephone receives an incoming call from the caller telephone via the exchange, the first information processing apparatus indicates that the first telephone is used as a destination change destination of the incoming call. And the second selection information indicating that the second telephone is set as the destination of the incoming call destination is transmitted to the first information processing apparatus. Based on the first selection information and the second selection information received from the second information processing apparatus, the first information processing apparatus sets the destination of the incoming call of the first telephone from the first telephone to the second information. A command to change to the telephone is sent to the exchange. The exchange selects, based on the command, a virtual extension, assigns the incoming call to the virtual extension selected from the telephone number of the first telephone, and assigns the incoming call from the virtual extension to the telephone number of the second telephone. The destination of the incoming call is changed from the telephone number of the first telephone to the telephone number of the second telephone.

Claims (9)

An exchange that receives incoming calls from the originating telephone,
A first information processing apparatus communicably connected to the exchange;
A second information processing apparatus communicably connected to the first information processing apparatus;
A first telephone connected to the exchange via a telephone line;
When the first telephone receives an incoming call from the caller telephone via the exchange, the second information processing apparatus uses the first telephone as a destination change destination of the incoming call. Transmitting to the first information processing apparatus first selection information indicating that the second call information is to be changed and second selection information indicating that the second telephone is to be the destination of the incoming call.
The first information processing apparatus is configured to change a destination of the incoming call to a second telephone based on the first selection information and the second selection information received from the second information processing apparatus. To the switch,
The call transfer system, wherein the exchange changes the destination of the incoming call from the first telephone to the second telephone based on the command. The exchange has a function of realizing processing according to a command conforming to API (Application Programming Interface),
The first information processing apparatus includes:
A first argument indicating a virtual telephone number that is not in use among a plurality of virtual telephone numbers conforming to the API and specified by the second selection information received from the second information processing apparatus A first command having a second argument indicating a telephone number and indicating designating transfer from the first argument to the second argument;
It is compliant with the API and has a third argument indicating the destination telephone number of the incoming call and a fourth argument indicating the virtual telephone number, and the destination of the incoming call is determined from the third argument. A second command indicating changing to the fourth argument,
By sending to the exchange,
The call transfer according to claim 1, wherein the incoming call is further transferred from the virtual telephone number to the second argument after being redirected from the third argument to the virtual telephone number. system. The exchange has a function of realizing processing according to a command conforming to API (Application Programming Interface),
The first information processing apparatus includes:
A first argument indicating a destination telephone number of the incoming call and a second argument indicating a virtual telephone number which is not in use among a plurality of virtual telephone numbers, and is compliant with the API; A first command indicating changing a call destination from the first argument to the second argument;
A fourth argument indicating the telephone number identified by the third argument indicating the telephone number of the caller telephone set and the second selection information received from the second information processing apparatus, which conforms to the API; It has an argument and a fifth argument indicating the virtual telephone number, and indicates that the destination of the incoming call having the third argument as a source is changed from the fifth argument to the fourth argument The second command,
By sending to the exchange,
The incoming call destination according to claim 1, wherein the destination of the incoming call is changed from the virtual telephone number to the fourth argument after being changed from the first argument to the virtual telephone number. Transfer system. The exchange selects a virtual extension number according to a command from the first information processing apparatus, assigns the incoming call to the virtual extension number selected from the telephone number of the first telephone, and receives the incoming call. Is assigned from the virtual extension number to the telephone number of the second telephone, thereby changing the destination of the incoming call from the telephone number of the first telephone to the telephone number of the second telephone. The call transfer system according to claim 1. The second information processing apparatus displays, as a first item selectable by a user, information including at least one of identification information and a telephone number of a telephone from which a plurality of incoming call destinations are changed. 5. The call transfer system according to claim 1, wherein a telephone set corresponding to an item selected from one item is the first telephone set. 6. The second information processing apparatus displays, as a second item selectable by the user, information including at least one of identification information and a telephone number of a destination telephone of the destination of the plurality of incoming calls. 6. The call transfer system according to claim 5, wherein a telephone corresponding to an item selected from the second item is the second telephone. The first information processing apparatus further includes a call device connectable to a public line network,
The call transfer system according to any one of claims 1 to 6, wherein the second telephone set and the first information processing apparatus are the same. The switch does not switch the ringing tone to be transmitted to the source telephone before and after the time when the destination of the incoming call is changed from the first telephone to the second telephone based on the command. The call transfer system according to any one of claims 1 to 7, wherein: Computer
First selection information indicating that when the first telephone receives an incoming call from the caller telephone via the exchange, the first telephone is used to change the destination of the incoming call; Means for transmitting to the first information processing apparatus communicably connected to the exchange, second selection information indicating that the telephone of the telephone is to be changed to the destination of the incoming call;
A program for functioning as a means for transmitting a command for changing the destination of the incoming call to a second telephone based on the first selection information and the second selection information to the exchange.

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