JP2019102995A - Telephone switching system, method, and program - Google Patents

Abstract

To provide a telephone switching system capable of effectively improving customer satisfaction.SOLUTION: A telephone switching system comprises a controller executing a control that receives a hanging-up call from a telephone transmission source and response to them. The controller determines an idle state of an incoming destination in response to the hanging-up call, stores the hanging-up call to a queue as a waiting call if there is no the incoming destination in the idle state, calculates a prediction waiting time until the waiting call stored in the queue is assigned to the incoming destination in the idle state, calculates an inactive time zone where the number of the hanging-up call is relatively small if the prediction waiting time exceeds a prescribed threshold value; and notifies the inactive time zone to the telephone transmission source.SELECTED DRAWING: Figure 1

Description

  Embodiments of the present invention relate to a telephone switching system, method and program.

  Conventionally, for example, a telephone exchange system applied to a contact center or a call center waits for an incoming call (a call origination from a customer) as an incoming call if there is no room for a corresponding operator as an incoming call destination. Store in the call queue (queue). After that, when the operator's vacancy occurs, the system sequentially calls the operator and processes the waiting call.

  By the way, when an incoming call is stored as a waiting call in the waiting call queue, an expected waiting time until the waiting call arrives for the customer, or a call return service (operation in which an operator capable of call reception returns to the customer) A system has been proposed which has an announcement notification function for notifying a customer of guidance.

Japanese Patent Application Laid-Open No. 7-264310

  Even in a system having an announcement notification function, when processing a customer's waiting call, if the waiting time until the incoming call deviates from the waiting time assumed by the customer, the customer satisfaction (CS) is not always required. There is a possibility that sufficient effects can not be obtained for improvement.

  Therefore, an object of the present invention is to provide a telephone exchange system having a function capable of effectively realizing improvement in customer satisfaction.

  The telephone exchange system of this embodiment is configured to include means for receiving and answering an incoming call from a telephone originator, and control means. The control means determines, according to the incoming call, determination means for determining the idle state of the destination, and when there is no idle destination according to the determination means, the incoming call is queued as a waiting call. A means for storing, a means for calculating a predicted waiting time until the waiting call stored in the queue is assigned to a vacant destination, and a number of incoming calls when the predicted waiting time exceeds a predetermined threshold. Means for calculating a scattered time zone relatively less, and means for notifying the scattered time zone to the telephone originator.

BRIEF DESCRIPTION OF THE DRAWINGS The block diagram which shows the structure of the telephone exchange system regarding embodiment. The flowchart for demonstrating the operation | movement of the system regarding embodiment. The flowchart for demonstrating the operation | movement of the system regarding the 1st modification of embodiment. The flowchart for demonstrating the operation | movement of the system regarding the 2nd modification of embodiment.

Embodiments will be described below with reference to the drawings.
System Configuration
FIG. 1 is a block diagram showing the configuration of the telephone exchange system according to the present embodiment. As shown in FIG. 1, the present system 1 has a telephone exchange (PBX: Private Branch eXchange) 10 installed, for example, in a contact center or a call center premises, and responds to a customer inquiry (incoming call) A telephone exchange process is performed to realize a customer handling process in which a response is made to the customer from the incoming operator. The PBX 10 according to this embodiment includes not only a normal subscriber telephone network but also an IP-PBX function applicable to an IP telephone network.

  The present system 1 has a plurality of (here, four) telephones 14A to 14D connected to the PBX 10 via a LAN (Local Area Network) 13. The telephones 14A to 14D are connected to personal computers (PC) 15A to 15D, respectively. The operators 16A to 16D operate the set of the assigned telephones 14A to 14D and the PCs 15A to 15D, respectively, to perform customer handling processing (response to the customer, etc.).

  Furthermore, the present system 1 includes an operator management device 17 and a statistics device 18 connected to the PBX 10 via the LAN 13. The operator management device 17 manages the placement schedule and the like of the operators by time zone of the day. The statistical device 18 stores, for example, the number of incoming calls, the number of operators, the average value thereof, and the like for each time zone on a monthly basis.

  The PBX 10 is connected to an external telephone terminal 20 used by a customer via a public network (e.g., PSTN: Public Switched Telephone Network) 19, and telephone exchange processing for incoming calls from the outgoing line to the outgoing line or outgoing calls from the outgoing line to the outgoing line Run. The telephone terminal 20 is not limited to a fixed telephone, but includes a mobile telephone terminal, an information terminal (such as a smartphone) having a mobile telephone function, and the like.

The PBX 10 includes a controller 11 that functions by a computer and software, and the controller 11 executes telephone exchange processing, waiting call processing, and announcement notification processing for realizing processing for the customer of the operator as described later. The controller 11 stores a waiting call queue (queue) 12 for storing the incoming call as a waiting call (CN) when there is no idle operator as a receiving destination for an incoming call from a customer (incoming call). Include and control call processing. The waiting call process is a process of taking out a waiting call sequentially from the waiting call queue 12 and making the operator receive the call when the operator in the idle state is generated. The controller 11 includes an internal memory (not shown) for storing various data and information in addition to the waiting call queue 12.
System behavior
Hereinafter, the operation of the system 1 of the present embodiment shown in FIG. 1 will be described. FIG. 2 is a flow chart for explaining the operation (mainly the processing of the controller 11) of the PBX 10 of the present embodiment.

  The present embodiment is a case where a customer (telephone call originator) uses a telephone terminal (such as a mobile phone) 20 to make a call, for example, to inquire about a product or service. As shown in FIG. 2, the PBX 10 connects to the telephone terminal 20 via the public network 19 and receives an incoming call associated with a call from a customer (S1).

  The PBX 10 refers to the placement schedule of the operator by time zone of the day, which is managed by the operator management apparatus 17, and confirms the idle state of the operator who is the call receiver (S2). The PBX 10 makes distribution calls to the operators 16A to 16D based on the availability. That is, the PBX 10 causes the operator (16A) in the idle state to receive the incoming call (YES in S2, S3). The operator 16A makes a call with a customer via the telephone set 14A connected to the telephone terminal 20 or operates the PC 15A to obtain customer information, thereby performing a customer handling process.

  On the other hand, when there is no idle operator (when there is no callee) (NO in S2), the PBX 10 enters the incoming call into the call queue 12 and holds it (S4). When an operator in an idle state occurs, the PBX 10 sequentially takes out a waiting call (CN) from the waiting call queue 12 and executes a waiting call process for making the operator receive the call.

  In the present embodiment, the PBX 10 has an announce notification function of creating a predetermined announcement (message) and notifying the customer before executing the call waiting process (S7). Hereinafter, the announcement notification process will be specifically described with reference to S5 of FIG.

  Here, in the present embodiment, the controller 11 of the PBX 10 stores the threshold value of the number of waiting calls and the threshold value of the predicted waiting time, which are set in advance, in the internal memory. The predicted waiting time is a predicted value of the customer's waiting time until the call processing is executed and the call is connected to the destination operator. The estimated waiting time is the processing time per waiting call stored in the waiting call queue 12, the average processing time calculated from parameters such as the number of operators, and the order of the incoming calls in the waiting call queue 12. Calculated by

  As a specific example, when a new incoming call is input as the sixth waiting call (C6) in the waiting call queue 12, assuming that the average processing time is 20 seconds, for example, the predicted waiting time of the customer at the time of entering is From the relational expression “6 × 20 = 120”, it becomes “120 seconds”. From such a basis, the threshold of the prediction waiting time is set to, for example, "5 minutes, that is, 300 seconds", and the threshold of the number of calls waiting is set to, for example, "20". That is, the threshold is data that can be estimated to be within the allowable range of waiting time assumed by the customer.

  When the PBX 10 inputs the incoming call into the call queue 12, whether the current number of calls stored in the call queue 12 exceeds the threshold (for example, 20) It judges (S5). If the number of calls currently waiting is, for example, “6,” the PBX 10 is smaller than the threshold, and thus shifts to a process of notifying the customer of the estimated waiting time (NO in S5). The PBX 10 calculates, for example, “120 seconds” as the predicted waiting time from the aforementioned relational expression “6 × 20 = 120”.

  The PBX 10 creates an announcement for notifying the customer of the estimated waiting time "120 seconds" (S6). Here, as the contents of the announcement, instead of expressing the forecasted waiting time directly to the customer, for example, if the forecasted waiting time is within 120 seconds, "Sorry, I'm sorry to have kept you waiting." The expression may be good. Alternatively, for example, if the forecasted waiting time is within 60 seconds, the expression "Please connect as it is immediately, please wait as it is" may be used.

  The PBX 10 notifies the customer of the created announcement via the telephone terminal 20 (S7). In this case, by changing the announcement notification to the customer at each predicted waiting time, the customer can easily recognize how long the waiting time will be, which may effectively improve the customer satisfaction.

  On the other hand, if the number of calls currently waiting is, for example, "30", the PBX 10 exceeds the threshold (20) (YES in S5), and calculates the predicted waiting time of the customer (S8). The PBX 10 determines whether the calculated predicted waiting time exceeds a predetermined threshold (five minutes in this case) (S9).

  Here, when the number of waiting calls stored in the waiting call queue 12 is "30", the average processing time for one waiting call to move forward in the waiting call queue 12 by, for example, "20 seconds" In this case, from the relational expression “30 × 20 = 600”, the estimated waiting time is, for example, “600 seconds, ie, 10 minutes”. Therefore, the calculated prediction waiting time "10 minutes" exceeds the threshold "5 minutes" (YES in S9). The PBX 10 executes a process of notifying the customer of a call back proposal as described below, since both the number of calls waiting and the predicted waiting time exceed the threshold.

  The PBX 10 receives, for example, the number of incoming calls (the number of incoming calls or the number of incoming calls according to the last one month's time slot) from the statistical device 18 with respect to the incoming call number (service) corresponding to incoming calls from customers. The average value of) is acquired (S10). Further, the PBX 10 calculates a relatively small time slot of the number of incoming calls from the acquired average value of the number of incoming calls according to the time slot as the non-operating time zone (S11).

  Specifically, the PBX 10 divides the time, for example, every 30 minutes from the average value of the number of incoming calls by time zone, and extracts a relatively small time slot of the number of incoming calls. For example, in the contact center, when the business day of the day is from 9:00 to 17:00, from the statistical device 18, from 9:00 to 10:00 immediately after the start of business and 13:00 after the lunch break It can be recognized that the time zone from to 14:00 is the most busy time zone. On the other hand, the time zone from 11:00 to 12:00 and from 15:00 to 16:00 can be recognized as a relatively low scatter time zone of the number of incoming calls. Even in the off hours, in particular from 11:30 to 12:00 just before the lunch break may be recognized as the off hours during which the number of incoming calls is the smallest.

  The PBX 10 creates an announcement for notifying of the call back proposal (S12). The announcement includes, as supplementary information, the calculated non-consecutive time zone (here, 11:30 to 12:00) as the reworking time for the customer. The contents of the announcement are, for example, expressions such as "It is very crowded now, so please wait for a while. Please wait 11:30 to 12:00 will be a relatively easy connection time." Do. The PBX 10 notifies the customer of the created announcement via the telephone terminal 20 (S7).

  As described above, according to the present embodiment, when there is no vacancy of the operator who is the callee from the incoming call from the customer, either the number of waiting calls stored in the waiting call queue or the predicted waiting time of the customer If the moan exceeds the threshold, then the customer can be notified of a re-prompt proposal that encourages a time frame to re-do. In the reintroduction proposal, include a non-deep time zone as supplementary information.

  Therefore, the customer can perform the re-calling in the off-peak time zone in which the incoming call is likely to be received at the destination, as compared with the case where the predicted waiting time is simply notified. As a result, particularly when a large number of waiting calls are accumulated in the call waiting queue and the predicted waiting time exceeds the customer's tolerance, the customer may cut back the connection once and call it again. Because it is proposed, there is a high possibility that the degree of dissatisfaction can not be reduced. In other words, since it is possible to propose to the customer the possibility of an incoming call and an effective repeat, it is possible to reduce the number of unnecessary call origination calls.

  Therefore, if the present embodiment is applied to a contact center or a call center, as a result, the customer can shorten the time until connection to the operator, so that it is possible to give an image of easy connection, and the customer satisfaction (CS) is effective. Can be improved. In addition, since it is possible to propose a call back time zone, it is possible to level the number of incoming calls from customers, and there is also an effect that the arrangement of appropriate operators can be realized.

In the present embodiment, among the customers registered in the waiting call queue, a function may be combined to preferentially receive the re-incoming call. However, even in this case, the same is true for the announcement notification function for proposing a time frame for re-placing.
[First Modification]
FIG. 3 is a flowchart for explaining a first modified example of the present embodiment. In the present embodiment, when the PBX 10 announces and announces the re-sent proposal to the customer, the announcement is notified of the non-consecutive time zone, which is the weakest time zone, as the re-scheduled time zone. In this case, it is assumed that a plurality of customers make incoming calls during the same reworking time slot, and the number of incoming calls increases during the proposed time slot.

  This modification is a method for realizing the leveling of the number of incoming calls with respect to the proposed reworking time zone. Hereinafter, this will be specifically described with reference to the flowchart of FIG.

  As shown in FIG. 3, the PBX 10 connects to the telephone terminal 20 via the public network 19 and receives an incoming call associated with a call from a customer (S20). As in the present embodiment, the PBX 10 refers to the arrangement schedule of the operators by time zone of the current day from the operator management device 17 and confirms the idle state of the operator who is the call reception destination (S21). The PBX 10 makes distribution calls to the operators 16A to 16D based on the availability. That is, the PBX 10 causes the operator (16A) in the idle state to receive the incoming call (YES in S21, S22). The operator 16A makes a call with a customer via the telephone set 14A connected to the telephone terminal 20 or operates the PC 15A to obtain customer information, thereby performing a customer handling process.

  On the other hand, when there is no operator in the idle state (when there is no callee) (NO in S21), the PBX 10 inputs and holds the incoming call in the call queue 12 (S23). When an operator in an idle state occurs, the PBX 10 sequentially takes out a waiting call (CN) from the waiting call queue 12 and executes a waiting call process for making the operator receive the call. Here, also in the present modification, the controller 11 of the PBX 10 stores the threshold value of the number of waiting calls and the threshold value of the predicted waiting time, which are set in advance, in the internal memory.

  When the PBX 10 inputs the incoming call into the call queue 12, whether the current number of calls stored in the call queue 12 exceeds the threshold (for example, 20) It determines (S24). Since the PBX 10 has the number of calls waiting less than the threshold, the PBX 10 proceeds to the process of notifying the customer of the estimated waiting time (NO in S24). That is, the PBX 10 creates an announcement for notifying the customer of the estimated waiting time (S25). The PBX 10 notifies the customer of the created announcement via the telephone terminal 20 (S26).

  On the other hand, if the number of calls currently waiting is, for example, "30", the PBX 10 exceeds the threshold (20) (YES in S24), and calculates the customer's predicted waiting time (S27). The PBX 10 determines whether the calculated predicted waiting time exceeds a predetermined threshold (five minutes in this case) (S28).

  Here, the PBX 10 shifts to a process of calculating the predicted waiting time of the customer without executing the process (S24) of determining whether the number of calls waiting at the present time exceeds the threshold of the number of calls waiting. It is also good (S27). In this case, the PBX 10 determines whether or not both of the calculated predicted waiting time and the number of waiting calls exceed the threshold (S28).

  If the calculated estimated waiting time exceeds the threshold (YES in S28), the PBX 10 notifies the customer of a proposal for reassignment since both the number of calls waiting and the estimated waiting time exceed the threshold. Execute the process to First, the PBX 10 uses the statistical device 18 to obtain an average value of the number of incoming calls (number of incoming calls or number of incoming calls) by time zone for the last one month, for the incoming call number (service) corresponding to incoming call. Acquire (S29).

  Next, in this modification, the PBX 10 stores, in the internal memory, the number of proposed calls to the previous customer in the repeated proposal including the non-consecutive time zone, and based on the stored number of proposed calls, the incoming call charge is received again. The number is calculated (S30).

  Here, for example, the average number of incoming calls from 11:00 to 11:30 is 50, 11:30 to 12:00 is 40, 15:00 to 15:30, for the latest one month. , 15:30 to 16:00 is 55 cases. Assuming that there are 200 cases from 9:00 to 9:30, which is the most busy time zone, many incoming calls will be input to the waiting call queue 12 depending on the arrangement conditions of the operator. The number of incoming calls of 30 is already stored in the waiting call queue 12, and it is assumed that the worst time zone is 11:30 to 12:00, which is the weakest time zone with respect to the number of incoming calls of 20 cases. And make a proposal.

  Since the PBX 10 is expected to increase the number of incoming calls by a fixed number in the proposed non-use time zone (here 11:30 to 12:00), the number of calls for the non-use time zone time is stored in the internal memory Do. The PBX 10 multiplies (reduces) the number of incoming calls (number of incoming calls) by multiplying the stored number of repeated proposals by an arbitrary coefficient (S30). Specifically, assuming that the call-back rate in the nonconventional time zone (here 11:30 to 12:00) suggested by the customer is, for example, 50% (half of 20 cases), "40 + 10 = It is assumed that the number of incoming calls will be "50".

  PBX 10 calculates the lowest number of 45 incoming hours from 15:00 to 15:30, which is the second lowest for the forecast of the number of incoming calls in all time zones from the average number of incoming calls by time zone (S31). When the next incoming call from the customer is input to the waiting call queue 12, the PBX 10 creates an announcement for notifying a call back proposal (S32). The announcement includes, for the next customer, the most frequent non-use time zone (here, 15:00 to 15:30) calculated as the reworking time as supplementary information. As the contents of the announcement, for example, "It is very crowded now, so please wait for a while. Please go back from 15:00 to 15:30. It will be a relatively easy connection time." Modify the suggested time zone again. The PBX 10 notifies the customer of the created announcement via the telephone terminal 20 (S26).

As described above, according to the present modification, in the present embodiment, based on the increase amount due to the re-input of the charge in the off time zone (11:30 to 12:00) proposed to the customer, It is possible to change the call back time zone and notify. For example, as the prediction of the number of incoming calls in all time zones from the average number of incoming calls by time zone, the second smallest time zone is notified as the most frequent time zone. As a result, it is possible to suppress an increase in the number of incoming calls with respect to the proposed time zone, to level the number of incoming calls with respect to each time zone, and to achieve an effect of facilitating appropriate operator placement. The other effects are the same as those of the present embodiment.
Second Modified Example
FIG. 4 is a flowchart for explaining a second modification of the present embodiment. In the present embodiment, when the PBX 10 announces and announces the re-sent proposal to the customer, the announcement is notified of the non-consecutive time zone, which is the weakest time zone, as the re-scheduled time zone.

  The present modification is a method capable of notifying not only the off time zone but also the time zone to be re-assigned in consideration of the number of operators planned to be placed. This will be specifically described below with reference to the flowchart of FIG.

  As shown in FIG. 4, the PBX 10 connects to the telephone terminal 20 via the public network 19 and receives an incoming call associated with a call from a customer (S40). Similarly to the present embodiment, the PBX 10 refers to the arrangement schedule of the operators by time zone of the day from the operator management apparatus 17 and confirms the idle state of the operator who is the call reception destination (S41). The PBX 10 makes distribution calls to the operators 16A to 16D based on the availability. That is, the PBX 10 causes the operator (referred to as 16A) in the idle state to receive the incoming call (YES in S41, S42). The operator 16A makes a call with a customer via the telephone set 14A connected to the telephone terminal 20 or operates the PC 15A to obtain customer information, thereby performing a customer handling process.

  On the other hand, when there is no operator in the idle state (when there is no callee) (NO in S41), the PBX 10 inputs and holds the incoming call in the call queue 12 (S43). When an operator in an idle state occurs, the PBX 10 sequentially takes out a waiting call (CN) from the waiting call queue 12 and executes a waiting call process for making the operator receive the call. Here, also in the present modification, the controller 11 of the PBX 10 stores the threshold value of the number of waiting calls and the threshold value of the predicted waiting time, which are set in advance, in the internal memory.

  When the PBX 10 inputs the incoming call into the call queue 12, whether the current number of calls stored in the call queue 12 exceeds the threshold (for example, 20) It determines (S44). Since the PBX 10 has the number of calls waiting less than the threshold, the PBX 10 proceeds to the process of notifying the customer of the estimated waiting time (NO in S44). That is, the PBX 10 creates an announcement for notifying the customer of the estimated waiting time (S45). The PBX 10 notifies the customer of the created announcement via the telephone terminal 20 (S46).

  On the other hand, if the number of calls currently waiting is, for example, "30", the PBX 10 exceeds the threshold (20) (YES in S44), and calculates the customer's predicted waiting time (S47). The PBX 10 determines whether the calculated predicted waiting time exceeds a predetermined threshold (five minutes in this case) (S48).

  Here, the PBX 10 shifts to processing for calculating the predicted waiting time of the customer without executing the processing (S44) for determining whether the number of calls currently waiting exceeds the threshold for the number of calls. It is also good (S47). In this case, the PBX 10 determines whether or not both of the calculated predicted waiting time and the number of calls waiting exceed the threshold (S48).

  If the calculated estimated waiting time exceeds the threshold (YES in S48), the PBX 10 notifies the customer of a proposal for reassignment since both the number of calls waiting and the estimated waiting time exceed the threshold. Execute the process to First, the PBX 10 uses the statistical device 18 to obtain an average value of the number of incoming calls (number of incoming calls or number of incoming calls) by time zone for the last one month, for the incoming call number (service) corresponding to incoming call. Acquire (S49).

  Next, in the present modification, the PBX 10 acquires, from the operator management apparatus 17, an arrangement schedule of operators by time zone of the day (S50). The PBX 10 calculates the processing capacity for each time zone based on the number of operators allocated to the number of incoming calls for each time zone (S51). That is, the PBX 10 calculates the processing capacity per operator in each time zone.

  Specifically, from the average value of the number of incoming calls according to time zone acquired from the statistical device 18, the number of incoming calls is 100 in the time zone from 13:00 to 13:30, for example, and from 13:30 In the time zone up to 14:00, the number of incoming calls is 180. On the other hand, according to the arrangement schedule of the operators by time zone of the day acquired from the operator management apparatus 17, the number of planned operator arrangement is 50 in the time zone from 13:00 to 13:30, and 13:30 to 14: In the time zone up to 00, the number of planned operators will be 80. Here, it is assumed that the forecasted number of incoming calls in the time zone from 13:00 to 13:30 is the smallest, and the forecasted number of incoming calls in the time zone from 13:30 to 14:00 is the second smallest.

  PBX 10 calculates "100/50 = 2 cases" in the time zone from 13:00 to 13:30 as the processing capacity per operator according to the time zone, and the time from 13:30 to 14:00 In the band, "180/80 = 2.25" is calculated. Therefore, although the number of operators is small, the PBX 10 determines that the number of processes per operator is small in the time zone of 13:00 to 13:30. The PBX 10, for example, takes the time zone from 13:00 to 13:30 as the most frequent time, taking into consideration the non-permanent time zone based on the average number of incoming calls according to time zone and the number of operators scheduled to be placed by operator. It is calculated as a band (S52).

  The PBX 10 creates an announcement for notifying of the re-suggestion proposal, which includes the most frequent time zone calculated as the re-sizing time as the supplementary information (S53). The contents of the announcement are, for example, expressions such as "It is very crowded, so please wait for a while. Please wait 13:00-13:30. It will be a relatively easy connection time." Do. The PBX 10 notifies the customer of the created announcement via the telephone terminal 20 (S46).

  As described above, according to the present modification, a relatively small time slot and the number of operators to be arranged by the operator in the time slot are taken into consideration from the prediction of the number of incoming calls in all time slots based on the average number of incoming calls by time slot. Decide which time zone you want to go back to. As a result, it is possible to equalize the number of incoming calls with respect to each time zone, and it is possible to obtain an effect of facilitating proper placement of operators. The other effects are the same as those of the present embodiment.

  While certain embodiments of the present invention have been described, these embodiments have been presented by way of example only, and are not intended to limit the scope of the invention. These novel embodiments can be implemented in various other forms, and various omissions, substitutions, and modifications can be made without departing from the scope of the invention. These embodiments and modifications thereof are included in the scope and the gist of the invention, and are included in the invention described in the claims and the equivalent scope thereof.

1 ... telephone exchange system, 10 ... telephone exchange apparatus (PBX), 11 ... controller,
12 waiting call queue 13 LAN 14A-14D telephone set
15A-15D: Personal computer (PC), 16A-16D: Operator,
17 Operator management device 18 Statistical device 19 Public network
20 ... a telephone terminal.

Claims (10)

Means for receiving and answering incoming calls from a telephone source;
And control means,
The control means
Determining means for determining an idle state of a destination according to the incoming call;
And means for storing the incoming call as a waiting call when there is no idle destination according to the determination means.
A means for calculating an estimated waiting time until the waiting call stored in the queue is assigned to an idle destination;
A means for calculating a scattered time zone having a relatively small number of incoming calls when the estimated waiting time exceeds a predetermined threshold;
And means for notifying the calling party of the off-peak time zone. The control means
The estimated waiting time is calculated when the number of waiting calls stored in the queue exceeds a predetermined threshold,
The telephone exchange system according to claim 1, wherein when the predicted waiting time exceeds a predetermined threshold value, a scattered time zone in which the number of incoming calls is relatively small is calculated. The control means
The telephone exchange system according to any one of claims 1 and 2, wherein a call back proposal is notified to the telephone originator that includes the low time zone. The control means
The estimated waiting time is calculated when the number of waiting calls stored in the queue exceeds a predetermined threshold,
The telephone exchange system according to claim 1, wherein if the estimated waiting time does not exceed a predetermined threshold, a notification including the estimated waiting time is executed to the telephone source. The control means
Storing the number of re-proposed proposals notified to the telephone originator;
Change the off-peak time zone based on the number of incoming call arrivals again in the off-peak time zone,
The telephone exchange system according to claim 3, wherein a call back proposal including a changed non-use time zone is notified. The control means
Calculate multiple disparate time zones with relatively few incoming calls,
The most scattered time zone is determined from the plurality of scattered time zones based on the processing capacity according to the number of incoming calls at the destination, and the most frequent time zone is notified to the call originator. Telephone exchange system as described. A telephone exchange method applied to a telephone exchange system that receives and answers an incoming call from a telephone source, comprising:
A process of determining a vacant state of a called party according to the incoming call;
A process of storing the incoming call as a waiting call when there is no idle destination;
A process of calculating an estimated waiting time until the waiting call stored in the queue is assigned to an idle destination;
A process of calculating a scattered time zone in which the number of incoming calls is relatively small when the predicted waiting time exceeds a predetermined threshold;
And a process of notifying the call originator of the non-consecutive time zone. A process of calculating the estimated waiting time when the number of calls waiting to be stored in the queue exceeds a predetermined threshold;
A process of calculating a scattered time zone in which the number of incoming calls is relatively small when the predicted waiting time exceeds a predetermined threshold;
The telephone exchange method according to claim 7, wherein:   9. The telephone exchange method according to claim 7, further comprising the step of notifying the telephone call originator of a call back proposal including the low time zone.   A program that causes a computer to function each process executed by the telephone exchange method according to any one of claims 7 to 9.