JP2774652B2 - Telephone system - Google Patents

Description

DETAILED DESCRIPTION OF THE INVENTION [Purpose of the Invention] (Industrial application field) The present invention relates to a telephone system such as an electronic private branch exchange.

(Prior Art) Conventional electronic private branch exchanges are provided with services such as call forwarding, no-answer transfer, and busy hunting in consideration of the fact that an extension terminal operator is absent. However, in the above-mentioned conventional service, the extension, the office line, or the dedicated line of the transfer destination is determined to be a specific one. Therefore, the call is transferred to an unexpected place from the viewpoint of the calling party, and there is a problem that the call is often embarrassed.

(Problems to be Solved by the Invention) As described above, according to the conventional telephone system, the transfer destination is set to a specific destination when the operator of the extension terminal is absent. There has been a problem that a call is transferred to an unexpected place, which often causes embarrassment.

SUMMARY OF THE INVENTION The present invention has been made to solve such problems of the conventional telephone system, and an object of the present invention is to provide an easy-to-use telephone system with a reduced degree of embarrassment to a caller.

[Configuration of the Invention] (Means for Solving the Problems) A telephone system according to the present invention comprises a plurality of extension terminals,
In correspondence with the transfer cause and the extension number according to the state of the extension terminal, for each type of line of the incoming call, transfer destination storage means in which identification information of the extension terminal of the transfer destination is stored, and to the extension terminal When there is an incoming call, transfer determination means for detecting the state of the corresponding extension terminal to determine whether or not to perform transfer, and when the transfer destination determination means determines that transfer is to be performed, the transfer cause and the incoming call are determined. A transfer destination detecting means for searching the transfer destination storage means based on the type information of the arriving line and the extension number of the destination to detect the identification information of the extension terminal of the transfer destination, and an identification information detected by the transfer destination detection means. Transfer incoming call control means for transferring a call to a corresponding extension terminal based on the received call.

In addition, there is provided a voice message transmitting means for transmitting a voice message indicating that a call is to be transferred to a caller via a line on which a call arrives.

(Operation) According to the above configuration, different transfer destinations can be registered depending on the combination of the extension terminal of the destination, the type of the line on which the call arrived, and the cause of the transfer. It is possible to appropriately change where the transfer is to be made when the cause of the transfer is made, so that the transfer can be performed without disturbing the source.

In addition, since a voice message indicating that the incoming call is to be transferred is transmitted to the transmission source, the transmission can be performed without disturbing the transmission source.

Hereinafter, an embodiment of the present invention will be described with reference to the drawings.
FIG. 1 is a configuration diagram of one embodiment of the present invention. In the figure, 1 _l to 1 _n indicate extension terminals. 2 indicates a line, an extension,
Dedicated lines, office lines and the like are shown. The incoming call from the line 2 reaches the transfer determining means 3. The transfer determining means 3 detects the state of the extension terminal 1 at the destination, and determines whether the extension terminal 1 is absent, no response,
If it is any of the busy states, it is determined that the transfer is to be made. In other cases, an instruction is given to the transfer incoming call control means 4 so that the incoming call is made to the extension terminal 1 of the destination.
When the transfer determining means 3 determines that the transfer is to be made, the identification information of the extension terminal 1 of the destination and the incoming call indicating whether the type of the line 2 on which the incoming call is made is an extension, a dedicated line, or an office line. The information on the type is sent to the transfer destination detecting means 5. Since the transfer destination storage unit 6 stores the identification information of the transfer destination line for each incoming call type of each extension terminal serving as the call destination,
The transfer destination detecting means 5 searches the transfer destination storage means 6 from the destination and the incoming call type given by the transfer determining means 3 to detect the identification information of the line of the transfer destination, and sends this to the transfer incoming call control means 4. give. Based on the identification information of the given transfer destination line, the transfer / incoming control means 4 transfers the line 7 to one of the corresponding extension terminals 1 _l to 1 _n or to a transfer destination different from the line 2 connected to the source. Transfer (call) the call to Further, the identification information of the line of the transfer destination is given from the transfer destination detecting means 5 to the message sending means 8. The message sending means 8 determines, based on the given identification information of the transfer destination line,
A voice message indicating that the call is transferred to the transfer destination is created, and the voice message is sent to the caller via the line 2 leading to the caller.

As a result of the above operations, when an incoming call is transferred, transfer to a line having a predetermined relationship determined from the destination and the source is ensured and the call is transferred to the source. Since a message such as a message to the effect is transmitted, embarrassment is reduced and the service can be improved.

The telephone system described above is actually configured as an electronic private branch exchange as shown in FIG. In this electronic private branch exchange, extension terminals 1 _l to 1 _n are connected to extension circuits 13 _{l to} 13 _n , and external lines 14 _{l to} 14 _m are connected to external line circuits 12 _{l to} 12 _m . Internal circuits 13 _{l to} 13 _n and external circuits 12 _{l to} 12 _m are exchange circuits
Connected to 11. The control unit 15 is constituted by, for example, a microcomputer, and performs transfer control of an incoming call based on data in memory tables (hereinafter, simply referred to as tables) A to D in the storage unit 16. The control unit 15 is connected to a maintenance terminal 17 provided with keys and indicators for inputting data to be stored in the tables A to C and the like. Reference numeral 18 denotes a voice trunk, which sends out a voice message indicating transfer.

The table D of the storage unit 16 is a table in which the state of each extension terminal 1 _l to 1 _n is stored, and the “absence” state can be set based on the operation of a predetermined key of the extension terminal 1 _l to 1 _n. "Busy" is set. For example, if no response is made after a call is made for a predetermined time, "No answer" is set. FIG. 3 shows the details of the tables A to C. Table A is a memory table in which identification information of a line to be transferred when the “absent” state is set in table D is set for each incoming call type of each extension terminal. Table B is a memory table in which identification information of a line to be transferred when the “no response” state is set in table D is set for each incoming call type of each extension terminal. The table C is a memory table in which the identification information of the line to be transferred when the "busy" state is set in the table D is set for each incoming call type of each terminal.

The control unit 15 controls the switching circuit 11 via the bus 19 to form and release a voice path, sends each control signal via the bus 19, and collects hook information and incoming call information.

The control unit 15 of the electronic private branch exchange configured as described above.
Has a program of a flowchart shown in FIGS. 4 and 5, and performs transfer control based on the program. That is, if there is an incoming call from the extension circuit 13 or the outside line circuit 12 to any of the extension terminals 1 _l to 1 _n , by referring to the table D of the storage unit 16, whether "absence" or "busy" is set, Alternatively, it does not respond even if a call is made for a predetermined period of time, and detects whether "non-response" is set. When any of "absence", "busy", and "no response" occurs (4a), the type of incoming call (that is, whether the line leading to the caller is an extension, an office line, or a dedicated line) is checked (4b). ). If the incoming call type is extension, go to step 4c, and select “absent” or “busy”.
Based on which of “non-response”, the identification information of the corresponding line is checked by referring to tables A, C, and B, respectively. In FIG. 3, the line identification information includes a four-digit extension number such as “3050”, identification information indicating an attendant console “ATT”, and “V”.
The identification information indicating the voice mail “M” and the information indicating “none” of “NONE” are shown. In addition, identification information (number) of a predetermined office line or a predetermined leased line is also stored. It is assumed that The transfer destination is checked according to the tables A, C, and B (4f).
Proceed to step 4g shown in FIG.
And controlling the switching circuit 11 to send a message including the reason for the transfer (absence or the like) and the transfer destination to the caller, and to transfer the call to the relay station (one of the extension terminals 1 _l to 1 _n ).
One). In step 4f, if it is "extension (four-digit number)", the process proceeds to step 4h shown in FIG. 5B, where the voice trunk 18 and the switching circuit 11 are controlled and transferred, and the transfer destination ( What extension number or department / section etc.)
Is transmitted to the caller, and the call is forwarded to the corresponding extension terminal. Also, if it is detected in step 4f that it is an "attachment console (ATT)", the process proceeds to step 4i shown in FIG. 5C, where the voice trunk 18 and the switching circuit 11 are controlled to transfer the data. A message including the transfer destination is sent to the caller, and the call is transferred to the relay console. Step 4f
When it is detected that the message is "voice mail (VM)", the process proceeds to step 4j shown in FIG. 5D, where a message including the reason for transfer and the transfer destination is sent to the caller. Make this call via voicemail (extension 1 _l
1 to 1 _n for recording a message and transmitting the recorded content in response to a request. The presence of the message is indicated on a display (not shown) of the corresponding extension terminal 1, and the message can be heard by operating the corresponding key. ). If it is detected in step 4f that the line is a leased line, the process proceeds to step 4k shown in FIG. To a predetermined dedicated line (one of the external lines 14 _{l to} 14 _m ). If it is detected in step 4f that the line is a local line, the process proceeds to step 1 shown in FIG. To a predetermined local line (one of the outside lines 14 _{l to} 14 _m ).

In step 4b, when it is detected that the line is a dedicated line, the same processing as described above is performed through step 4d, and when it is detected that it is a local line, the same processing as above through step 4e Thus, the originator can know where (the absence) the original caller is to be transferred to (to a relay console or the like) for what reason. In addition, since the transfer destination is determined by the incoming call type and the extension terminal of the called destination, the probability that the call can be transferred to the transfer destination according to the intention of the caller increases.

In the present embodiment, the message is sent to the sender, but this is not always essential. Further, the transfer destination does not have to be changed for each incoming call type.

[Effect of the Invention] As described above, according to the present invention, the transfer destination is determined by the combination of the extension terminal of the call destination, the type of the line on which the call arrived, and the cause of the transfer. In comparison, a call can be distributed to an appropriate transfer destination and the call can be transferred, the degree of embarrassment of the caller can be reduced, and the service can be improved.

Further, since a voice message to the effect that the incoming call is to be transferred is transmitted to the source, it is possible to perform the transfer so that the source is not bothered.

[Brief description of the drawings]

FIG. 1 is a block diagram of one embodiment of the present invention, FIG. 2 is a block diagram of an electronic private branch exchange to which one embodiment of the present invention is applied, and FIG.
FIG. 4 is a diagram showing a memory map of a memory table in the storage unit, and FIGS. 4 and 5 are flowcharts for explaining the operation of one embodiment of the present invention. 1 _l to 1 _n ... Extension terminal 2,7... Line 3... Transfer determination means 4... Transfer / incoming control means 5... Transfer destination detection means 6... Transfer destination storage means 8. ... Replacement circuit 12 _{l to} 12 _m ... External circuit 13 _{l to} 13 _n ... Extension circuit 14 _{l to} 14 _m ... External line 15 ... Control unit 16 ... Storage unit 17 ... Maintenance terminal

Claims (2)

(57) [Claims] 1. A plurality of extension terminals, and identification information of a transfer destination extension terminal is stored for each type of line on which a call arrives, corresponding to a transfer cause and an extension number according to the status of the extension terminal. Transfer destination storing means, when there is an incoming call to the extension terminal, transfer determination means for detecting the status of the corresponding extension terminal to determine whether or not to perform the transfer, and what the transfer destination determination means should transfer. Transfer destination detecting means for searching the transfer destination storage means based on the transfer type and the type information of the line on which the call arrived and the extension number of the call destination and detecting the identification information of the extension terminal of the transfer destination, A telephone call transfer control means for transferring a call to a corresponding extension terminal based on the identification information detected by the transfer destination detection means. 2. The telephone system according to claim 1, further comprising voice message transmitting means for transmitting a voice message indicating that a call is to be transferred to a caller via a line on which the call has arrived.