JP2566916B2 - Attendant system - Google Patents

Description

DETAILED DESCRIPTION OF THE INVENTION Object of the Invention (Industrial field of use) The present invention relates to a relay station receiving system in which a plurality of operator calls are prioritized and received by a relay station.

(Prior Art) A conventional loop switch type relay stand of a digital electronic exchange is shown in FIG. A first display area 3 is provided on the front surface of the mold casing 1, and a second display area, a push button dial 7, a function key section 9, and a function key section 11 for operating a call are provided in front of the first display area 3. , A handset 13 is installed on the side.

FIG. 5 is a plan view of this relay stand, and the first display area 3 is a busy lamp field (BLF) 15 showing the extension numbers being used in correspondence with numbers, and an incoming call showing the type of the call received at the relay stand. Type display unit (ICI) 17, shows the number of the call that arrived at the relay stand, but if the incoming call is a station line, the number of the trunk line trunk is displayed, and if it is an extension, the display unit (SRC) ) 19, Incoming call class of service display (COS)
21, display of the dialed number made by the operator (DEST)
23, it has a display unit (STATUS) 25 that shows the status of the dial destination made by the operator, and displays, for example, busy or busy.

Further, the second display area 5 is an in-use display section (TGB) 27 of the trunk line trunk group, various alarm display sections (ALARM) 29, and a display section (C showing that there is a call having an incoming call from the relay stand).
W) has 31.

The function key section 9 is a release key (RLS) 33 that is operated when the operator finishes handling the call, a loop key (LPKI to IV) 35 that handles the incoming call, and a function key that is manipulated when using various functions.
Consists of 37.

The relay stand and the digital electronic exchange are connected by a plurality of cables, and display data and the like are transmitted and received using a dedicated transmission format.

Next, the operation of this relay stand and the operation method by the operator will be described.

First, the state where the operator is not operating the relay stand at all is called "relay stand free". At this time, ICI17, SRC19, COS21, DEST23, STATUS25, etc. in the first display area 1 of the relay stand are turned off and the function keys are turned off. Among the light emitting diodes (LEDs) corresponding to, only RLS is turned on and the others are turned off (step 601). When an incoming call is made from the station line (step 603), "CO" is displayed on ICI17 and "Station line trunk number" is displayed on SRC19 of each display, and the LP
The K1 LED flashes and the buzzer sounds at a constant cycle (step 605) to notify the operator of the incoming call. At this time, RLS
The LED is still on. To answer the call, the operator operates the flashing LPKI35 (step 60).
7). As a result, the RLS LED turns off for the first time, the LPKI LED turns on, and the buzzer stops ringing (step 60).
9), the operator and the line are busy. When the person on the office line side tells the operator the extension number of the person who wants to make a call, the operator uses the push-button dial to perform dial input (step 611). The entered dialed number is D
Each digit is displayed in EST23, and when the necessary digits are dialed, if the extension is not in use, STATUS25 is displayed as "RNG" and the operator hears a ringback tone (RBT) (step 613). At the same time when the operator dials the first digit of the extension, the person on the office line side is sent out as a holding person. When an extension person answers the phone ringing the bell (step 615), the STATUS 25 on the relay stand is "TLK".
The RET65 is stopped, and the operator and the extension are talking (step 617). The operator tells the extension
After notifying that there is an incoming call from the central office line, the RLS key is operated (step 619) to indicate the end of handling by the operator.
As a result, all the indicators are turned off again (step 621), and R
Only the LS key lights up and the display returns to "Available stand" (step 623).

So far, we have explained a standard operation example of an incoming call to a station line. In the case of an operator call by extension, "OPR" lights up in ICI17 and "extension dial number" appears in SRC19 and "service class number" appears in COS21. Is displayed. Also, while the operator is handling a call, if there is more than one call on the relay stand, the CW LED flashes, prompting the operator to take prompt action.

The main types of calls displayed in ICI17 are "T
"IE" is an incoming call from a leased line, "CO" is an incoming call to an office line, "OPR" is an operator call by extension, and "TIM" is an unanswered call return (if the extension does not respond even if you continue to call the extension for a certain time, the operator Will be returned to) again.

In the conventional method described above, all incoming calls are put on the waiting Q of one FIFO (first in first out) regardless of the types of these calls, so that the processing is completely in the order of arrival.

(Problems to be Solved by the Invention) However, in the conventional relay stand, as described above, a call is placed on one waiting Q regardless of the type of call on the relay stand.
Since the call arrives at the relay stand by first-in first-out (FIFO) and is processed, there is something that needs to be processed with priority over incoming calls from other leased lines or extensions, such as a station line call. However, there was a problem of being kept waiting.

The present invention eliminates the above-mentioned problems and allows an operator to handle a call from a plurality of operator calls having a high priority, and in particular, a call from an extension may unfairly call a call. It is intended to provide a no attendant system.

[Structure of the Invention] (Means for Solving Problems) The present invention relates to a digital electronic exchange that handles at least a plurality of types of operator calls relating to an incoming call from an office line and an outgoing call from an extension line from an external terminal. Each operator call for activating a data setting program in response to a request and urging the external terminal to input information, and then receiving an incoming call from the central office line or an outgoing call from the extension line based on the information input from the external terminal. Data setting means for setting data indicating the type and priority order thereof, storage means for storing the type and priority data set by the data setting means as priority incoming call control data for the digital electronic exchange, and the storage means. An operator call relating to an incoming call from the central office line is sent from the extension line based on the priority incoming call control data stored in That in preference to an operator is referred to; and a priority reception control means for terminating the attendant.

(Operation) According to the present invention, the priority order is set corresponding to the type of the operator call, and the operator handles the call from the one having the highest priority order among the plurality of operator calls according to the priority order. Particularly, in the present invention, an operator call related to an incoming call (arrival) from an office line is set to a higher priority than an operator call related to an origination (local departure) from an extension, When an operator call originating from the station arrives at the converter at the same time, the operator call relating to the station arrival is always prioritized over the operator call originating from the station based on the priority data, so that the operator call is always received. Incoming calls to the exchange can be received with priority over outgoing calls.

In addition, the above priority setting is performed by activating a data setting program at the request of an external terminal, prompting the external terminal to input information, and then receiving or receiving an incoming call from a station line based on the information input from this external terminal. Since it is performed by using the data setting means for setting the data indicating the type of each operator call related to the call from the extension and its priority, the desired priority can be easily reset each time by the data setting means, It is possible to flexibly respond to the relay stand incoming control according to the needs of individual users.

Embodiment An embodiment of the present invention will be described below in detail with reference to the drawings.

FIG. 1 shows a priority order setting table provided in the digital electronic exchange. This setting table corresponds to the table 51 for registering the operator call type, and the priority order corresponding to the registered call type. It consists of a table 53 to be registered. In the case of the example in the figure, the type of call with the first priority is "CO" (incoming on the local line), the second is "TIE" (incoming on the leased line), and the third is "OPR" (from the extension). Call the operator).

FIG. 2 is a flow chart showing the procedure for inputting data to this setting table. Data is input using the maintenance terminal (TTY) connected to the main body of the digital electronic exchange. When the data setting program is started from the TTY (step 201), the data setting program first sets “incoming call type =” to prompt the operator to input the type of call.
Output to TTY (step 203). When the maintenance personnel inputs "TIE" in response to this (step 205), this time, "priority =" is output to the TTY to prompt the input of priority (step 207). The maintenance staff responds to this, for example, the second
Enter "2" indicating the ranking (step 209). It is checked whether or not a symbol indicating the end is input instead of the priority order (step 211). If not, the process returns to step 203, and if the end symbol, the data setting program ends (step 21).
3).

FIG. 3 shows a procedure for receiving operator calls to the relay stand according to the set priority order.

First, when an incoming call arrives at the digital electronic exchange from the central office line (step 301), the call processing program of the exchange determines the type of the call (step 303). For example, if the incoming call is from the central office line, the "CO" dedicated line is used. "TIE" for incoming calls and "OPR" for operator calls from extensions. Next, when the call type is determined, the priority order table set in FIG. 1 is searched, and the set priority order is determined from the other table corresponding to the matched call type (step 305). Next, when the order is determined, the data of the called party is registered in the waiting Q (not shown) provided for the order (step 307). This waiting Q is processed by first-in first-out. Next, it is checked whether or not there is a Q in the highest waiting Q (step 30).
9) If not, it is checked whether or not there is a Q in the second waiting Q (step 311), and all the rankings are investigated.
If there is a wait Q, the relay station is called by the procedure shown in FIG. 6 and processed by the operator.

[Effects of the Invention] As described above, according to the present invention, the types of operator calls related to arrivals and departures and priorities of these types are set as necessary and registered as priority incoming call control data. In addition, when an operator call related to a local arrival and an operator call related to a local arrival arrive at the exchange at the same time among a plurality of types of operator calls, the operator call related to the local arrival is changed to an operator call related to the local departure based on the above registration data. Since the priority is given to the incoming call to the relay stand, it is possible to prioritize the incoming call from the customer on the central line side to shorten the time to wait the customer for the operator call related to the local departure, As a result of waiting the customer to call the operator,
It is possible to significantly reduce the cases of missing orders and requests from customers.

In addition, the above priority setting is performed by activating a data setting program at the request of an external terminal, prompting the external terminal to input information, and then receiving or receiving an incoming call from a station line based on the information input from this external terminal. Since it is performed by using the data setting means for setting the data indicating the type and priority order of each operator call relating to the call from the extension, the desired priority order can be easily reset by the data setting means each time, and It can flexibly respond to the incoming call control of the relay stand according to the user's request, and has excellent versatility.

[Brief description of drawings]

FIG. 1 is a diagram showing a priority order setting table in an embodiment of the present invention, FIG. 2 is a flowchart showing a setting procedure of the setting table, and FIG. FIG. 4 is a flow chart showing a procedure for processing an operator call in the call processing program, FIG. 4 is a perspective view of a relay stand of the digital electronic exchange, FIG. 5 is a plan view of the relay stand, and FIG. 2 is a flowchart showing a handling method of and the operation of the relay stand at that time. 51,53 …… Table.

Claims (1)

(57) [Claims] 1. A digital electronic exchange that handles a plurality of types of operator calls related to at least an incoming call from an office line and an outgoing call from an extension line at a relay stand, starts a data setting program at a request from an external terminal, and sends the information to the external terminal. Data setting for setting the data indicating the type and priority of each operator call related to the incoming call from the central office line or the outgoing call from the extension line, based on the information input from the external terminal. Means, storage means for storing the type and priority data set by the data setting means as priority incoming call control data of the digital electronic exchange, and the local line based on the priority incoming call control data stored in the storage means. The operator call for incoming calls from the extension is given priority over the operator call for outgoing calls from the extension. Attendant call system, characterized by comprising a priority reception control means for.