JP2605627B2 - Incoming call distribution control method - Google Patents

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a private branch exchange for accommodating a plurality of reception board groups each comprising a plurality of reception boards and controlling distribution of an incoming call to each of the accommodated reception board groups. The present invention relates to an incoming call distribution control system that can dynamically set the number of calls that can be stuck in response to the number of calls that can be accepted.

[0002]

2. Description of the Related Art In this type of private branch exchange, as a technique relating to a response process when an incoming call is congested, there is a technique disclosed in, for example, JP-A-2-261293. According to such a local line incoming response system, when a local line incoming call to the relay station is stuck in a fixed number or more fixed in advance in the system, the call is received by the distributed answering machine.

[0003]

In the above-mentioned local line answering system, when a number of incoming calls that are fixed in the system exceeds a fixed number, the incoming call is sent to the distributed answering machine. For this reason, even when the number of accumulated calls is within a certain number, when the number of relay stations is small, there is a problem that an incoming call is not answered and is kept waiting for a long time. Therefore, an object of the present invention is to dynamically control the number of calls that can be stuck in accordance with the number of incoming calls that can be accepted, and to avoid a situation where a response to an incoming call is not performed for a long time.

[0004]

SUMMARY OF THE INVENTION In order to solve such a problem, the present invention provides a private branch exchange accommodating a plurality of office lines, accommodating a plurality of reception desk groups including a plurality of reception desks, and providing a plurality of reception desk groups. When distribution control is performed to each reception desk group accommodating an incoming call, the first storage means for storing the number of receptions corresponding to each reception desk group, and the incoming call is stored in the reception desk group from the number of receptions. Second storage means for storing a stuck possible coefficient for calculating the number of stuck calls that can be stuck, and the number of stuck calls in the reception desk group when a new incoming call arrives And an overflow call control means for distributing the incoming call to another reception desk group when the number of calls is larger than the number of calls that can be stuck, which indicates the product of the stuck possible coefficient. Further, there is provided a first registration unit for registering the number of vehicles that can be accepted in the first storage unit, and a second registration unit for registering the backlog possible coefficient in the second storage unit. Further, there is provided a detecting means for detecting a predetermined operation of the receiving board, and a changing means for changing the receivable number of the receiving board group to which the receiving board belongs according to the detection output of the detecting means.

[0005]

According to the present invention, the number of receivable calls is stored for each reception desk group, and when a new incoming call arrives, the total number of calls in the reception desk group becomes the total number of calls that can be received and the number of calls that can be received is stored in advance. When the number of calls that can be stuck is greater than the product of the coefficients, the incoming call is distributed to another reception desk group. Therefore, since the number of reception desks that can always be accepted except for the absence of the receptionist is stored in the first storage means, the number of calls that can be backlogged is dynamically determined accordingly, and Since the incoming calls are distributed based on the number of calls that can be stuck, it is possible to avoid a situation in which the incoming call is not answered and waits for a long time. In addition, the number of vehicles that can be accepted and the coefficient of possible backlog are registered by the first and second registration units, respectively. As a result, the number of vehicles that can be accepted and the coefficient of being backlogged can be freely set for each of the reception machine groups. When a predetermined operation of the reception board is detected, the number of receivable stations in the reception board group to which the reception board belongs is changed. As a result, the receivable number of reception desk groups can be automatically changed.

[0006]

Embodiments of the present invention will be described below with reference to the drawings. FIG. 1 is a block diagram showing an embodiment of an automatic private branch exchange to which the incoming call distribution system according to the present invention is applied. In the figure, 1 is a time-division switch which is a communication path,
2 is a line circuit, 11 and 12 are office lines, 21 and 22 are trunk circuits, and 31 and 32 are reception boards for answering incoming calls distributed to the office lines 11 and 12 and performing various reception services. Group. Here, each reception desk group 31,3
2, the reception desk group 31 includes different reception desks 31a, 31b and a supervisory board 31c, and the reception desk group 32
Is composed of reception boards 32a and 32b and a supervision board 32c.

Reference numeral 40 denotes a central processing unit comprising a CPU or the like. The central processing unit 40 controls the time-division switch 1 to execute an exchange connection process between the office lines 11 and 12 and each of the reception board groups 31 and 32. In addition to the above, a stuck possible coefficient registration processing unit 41 for registering a stuck possible coefficient of each reception desk group, an acceptable number registration processing unit 42 for registering the number of received calls of each reception desk group, and It has an overflow call control unit 43 for controlling distribution of incoming calls of the reception desk group.

Reference numeral 50 denotes a main storage device. The main storage device 50 stores a program to be executed by the central processing unit 40, and stores a stagnable coefficient of each reception board group. 51, and a receivable number storage unit 52 for storing the receivable number. Here, incoming calls arriving at each of the trunk circuits 21 and 22 via each of the office lines 11 and 12 are always distributed to the reception board group 31. It is assumed that the call is pre-registered as station data in the main storage device 50 so that it can be processed as an overflow call and answered here.

[0009] Further, the reception desks 31a, 31b, 32a, and 32b are registered as handlers by operating predetermined buttons, so that the reception desks can be received. Now, when a registration operation is performed from the maintenance terminal 60 such that, for example, the stall possible coefficient of the reception desk group 31 is 0.5 and the stall possible coefficient of the reception desk group 32 is 1.5, the central processing unit 40 The storage possibility coefficient registration processing unit 41 in the main storage device 5
Each of the possible stuck factors is registered in the stuck possible coefficient storage unit 51 corresponding to the reception board group.

In such a situation, for example,
When an incoming call arrives at the trunk circuit 21 via the communication line 1, the overflow call control unit 43 in the central processing unit 40 searches for, reads out, and accepts, the stuck possible coefficient of the reception desk group 31 in the stuck possible coefficient storage unit 51. The receivable number corresponding to the group 31 is read from the possible number storage unit 52. And when the sum of the backlogged calls becomes larger than the number of backlogs multiplied by the backlog possible coefficient and the receivable coefficient when the incoming call is backlogged,
Perform overflow call processing. If the total number of backlogged calls is smaller than or equal to the number of backlogged calls, the distribution process is performed to the reception desk group 31, and the incoming call is distributed to, for example, the reception desk 31a.

When a response to the incoming call is detected at the reception board 31a, the time division switch 1 is controlled to
1 and the reception board 31a. In this way, the call is started by the reception table 31a and the reception work is performed. By the way, the backlog possible coefficient is used to calculate the number of backloggable calls from the number of available calls, and is determined in consideration of the average call time of the reception desk and the maximum value of the waiting time of the caller. That is, for example, assuming that the number of receivable vehicles is two, the average talk time of the reception vehicles is three minutes, and the multiplying factor information (accumulation possible coefficient) is 0.5,
The number of calls that can be stuck is 1 (2 × 0.5). Therefore, up to one incoming call can be stuck, and when more incoming calls arrive, overflow control is performed to another reception desk group by overflow call processing. In this case, after the incoming call is accumulated, the reception desk responds with an average waiting time of 1 minute and 30 seconds.

If the number of acceptable calls becomes four, the number of calls that can be stuck becomes two (4 × 0.5). Therefore, in this case, up to two incoming calls can be stuck, and when more incoming calls arrive, overflow control is performed to another reception desk group by overflow call processing. And at this time, the incoming call averages 1 minute 3 minutes.
A response is made to the reception desk with a wait of 0 seconds. Next, FIG. 2 is a flowchart showing the distribution control of the incoming call to each reception desk group. FIG. 3 is a flowchart showing an operation of setting a stackable factor for a reception desk group.
FIG. 4 is a flowchart showing an operation for setting the number of receivable vehicles for a reception desk group. FIG. 2 to FIG.
The operation of the central processing unit 40, which is an essential part of the present invention, will be described in detail with reference to the respective flowcharts.

First, at step S10 in FIG.
When the setting operation of the stackable factor for each of the reception board groups 31 and 32 is performed from 0, the stackable factor registration processing unit 4
In step ST11, each stuck possible coefficient is registered in a reception board group corresponding area of the stuck possible coefficient storage unit 51 in step ST11. Next, assuming that, for example, an incoming call arrives at the station line 11 in step S1 in FIG. 2, the overflow call control unit 43 reads out the possible accumulation factor corresponding to the reception desk group from the accumulation possible coefficient storage unit 51 in step S2. Then, the number of receivable vehicles corresponding to the reception desk group is read out from the receivable vehicle number storage unit 52, and the number of receivable calls multiplied by the receivable vehicle number and the congestion possible coefficient is obtained. Then, in step S3, the overflow call control unit 43 reads the number of backlogged calls from the main storage device 50 and compares it with the number of calls that can be backlogged.

For example, if there is no incoming call in the reception desk group 31 and the answer is "NO" in step S4, the overflow call control unit 43 accepts the incoming call on the station line 11 The distribution process for distributing to the group 31 is executed in step S5. In this case, if the reception board 31a is in an empty state, the reception desk 31a in the empty state is selected in step S6 to distribute the incoming call, thereby answering the incoming call and making a call. After that, when the call ends, the reception table 31a and the trunk circuit 21 are controlled to be empty.

In such a situation, for example, when it is time to take a break or the like, the receptionist performs a leaving setting operation using a predetermined button on the reception board 31a in step S12 of FIG. 4 in order to interrupt the reception work on the reception board 31a. . Then, the receivable number registration processing unit 42 changes the receivable number corresponding to the reception table group 31 in the receivable number storage unit 52 in step S13. Also, at this time, if the reception table 31b performs the same unattended setting operation, the number of reception tables 31 that can be received becomes “0”.

After the number of receivables in the reception desk group 31 is set to "0" in this manner, step S1 in FIG.
When an incoming call arrives at the office line, the overflow call control unit 43
Similarly, in step S2, the reading of the stacking possibility coefficient corresponding to the reception desk group from the stacking possible coefficient storage unit 51 and the reading of the number of reception desks possible for the reception desk group from the reception possible number storage unit 52 are performed. Find the number of calls that can be held. Then, in step S3, the number of backlogged calls is read from the main storage device 50, compared with the number of backloggable calls, and in step S4, it is determined whether or not backlogging is possible for the reception desk group 31.

In this case, the product of the backlog possible coefficient and the number of receivable vehicles is "0" and the number of backlogged calls is "1", so that the determination in step S4 is "YES". That is, in this case,
The number of accumulated calls becomes larger than the number of accumulated calls, and therefore, the accumulation process for the reception desk group 31 is stopped in step S7.
Then, the process proceeds to step S8, in which the overflow control for distributing the incoming call to the reception board group 32 is performed.
3 is performed. As a result, the incoming call distributed to the reception board group 32 is distributed and connected to, for example, the reception board 32a in an empty state in step S9. As described above, in the incoming call distribution system, the number of incoming calls that can be accumulated in the reception desk group can be controlled by the number of receptions in the reception desk group. As a result, a situation where the incoming call is not answered for a long time can be avoided.

In this embodiment, two trunk circuits, two reception board groups, and two reception boards are provided in each reception board group. However, these may be constituted by an arbitrary number. . In addition, a storage capacity factor storage unit is provided in the main storage device, and the storage capacity factor is registered from the maintenance terminal. However, the arrangement and registration means of these storage areas are not limited thereto, and may be separately configured. Is also good.

[0019]

As described above, according to the present invention, the number of receivable units is stored in the first storage means for each reception desk group, and when a new incoming call arrives, the number of reception desk groups in the reception desk group is changed. When the sum of the number of backlogged calls is larger than the number of backlogged calls, which is the product of the number of backlogs that can be accepted and the stored backlog coefficient, the incoming call is distributed to another reception desk group. Since the first storage means stores the number of reception desks that can always be received, for example, excluding the absence of the receptionist, the number of calls that can be backlogged is dynamically determined in accordance with this. Since the incoming calls are distributed on the basis of the number of calls that can be stuck, it is possible to avoid a situation where the incoming call is not answered and waits for a long time. In addition, since the number of assignable vehicles and the coefficient of stuck-back are registered by the first and second registration means, respectively, the number of acceptable vehicles and the stuck-available coefficient can be set freely for each reception desk group. it can. Further, when a predetermined operation of the reception desk is detected, the number of receptions of the reception group to which the reception desk belongs is changed, so that the number of receptions of the reception group can be automatically changed.

[Brief description of the drawings]

FIG. 1 is a block diagram showing one embodiment of the present invention.

FIG. 2 is a flowchart showing an incoming call distribution operation in the embodiment device.

FIG. 3 is a flowchart illustrating an operation of registering a stagnable coefficient in the apparatus of the embodiment.

FIG. 4 is a flowchart illustrating a change setting operation of a receivable number in the apparatus of the embodiment.

[Explanation of symbols]

DESCRIPTION OF SYMBOLS 1 ... Time-division switch, 2 ... Line circuit, 11 and 12 ... Office line, 21 and 22 ... Trunk circuit, 31 and 32 ... Reception desk group, 31a, 31b, 32a, 32b ... Reception desk, 4
0: Central processing unit, 41: Stackable coefficient registration processing unit, 4
2 ... Receivable number registration processing unit 43: Overflow call control unit
50: Main storage device, 51: Stackable coefficient storage unit, 52:
Acceptable number storage unit, 60 ... maintenance terminal.

Claims (3)

(57) [Claims] 1. A private branch exchange accommodating a plurality of office lines, accommodating a plurality of reception desk groups each including a plurality of reception desks, and controlling the distribution of incoming calls arriving at the office line to the reception desk groups accommodating the reception lines. In the call distribution control method, first storage means for storing the number of receivable calls corresponding to each reception desk group, and calculating the number of storable calls capable of holding incoming calls to the reception desk group from the number of receivables. Second storage means for storing a backlog possible coefficient for the call, and when a new incoming call arrives, the sum of the number of backlogged calls in the reception desk group is the product of the available number and the backlog possible coefficient. An incoming call distribution control method, comprising: overflow call control means for distributing an incoming call to another reception desk group when the number of calls becomes larger than the indicated number of accumulated calls. 2. The incoming call distribution control system according to claim 1, wherein said acceptable number is registered in said first storage means.
And a second registering means for registering the backlog possible coefficient in the second storage means. 3. The incoming call distribution control system according to claim 1, wherein a detecting means for detecting a predetermined operation of the receiving board, and a receiving board group to which the receiving board belongs in accordance with a detection output of the detecting means. And a changing means for changing the acceptable number of incoming calls.