JP2935285B2 - Automatic calling system for telephone business - Google Patents

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a telephone service automatic transmission system used for a terminal unit in a telephone network or the like, and more particularly to a telephone service system which is incorporated in a private branch exchange system and automatically transmits a call to a customer. It relates to an automatic transmission system.

[0002]

2. Description of the Related Art The private branch exchange system of the telephone network promotes diversification of service functions by interconnecting a private branch exchange (PBX) and a computer system. One of the service functions is a telephone sail, a telephone questionnaire, 2. Description of the Related Art For an outgoing call service such as a dunning operation, there is known an automatic call sending system for automatically sending a call to a callee such as a customer by using a database on the telephone numbers of callees built in a computer system in advance.

In this automatic transmission system, if there is no response for more than a fixed time (response monitoring time) from the start of transmission, that is, if no response is made, the transmission destination (called party)
Has been abandoned due to disconnection of the line because of the absence of a call.

[0004]

In the automatic transmission system as described above, the response monitoring time for determining that the destination is not present is constant, and the response monitoring time is different for each destination. Not set individually. For this reason, in automatic transmission, a transmission operator must always wait for a preset response waiting monitoring time for a destination that does not appear, regardless of the destination. In this case, the longer the response waiting monitoring time, the longer the waiting time of the calling operator for the destination that has not been reached, and the efficiency of the telephone calling operation and the effective use time of the telephone line are reduced. On the other hand, if the waiting time for answering is shortened, the waiting time of the calling operator in one call is shortened, but in this case, the line is disconnected before the called party attempts to answer. The likelihood increases, and as a result, the number of missed calls increases, and the efficiency of the telephone calling operation and the effective use time of the telephone line also decrease.

SUMMARY OF THE INVENTION The present invention has been made in view of the above-mentioned problems in the conventional automatic calling system for telephone business. It is an object of the present invention to provide an automatic transmission system for telephone business that can improve the efficiency of the transmission business and the effective use time of the telephone line.

[0006]

According to the present invention, a response wait monitoring time is determined based on an average response wait time of a destination, and the response wait monitoring time is transmitted for each destination. Stored in the database for the telephone number of the destination,
In the case of a call destination by automatic calling using the database, if the destination is not outgoing, the missed time is monitored, it is determined whether or not the missed time exceeds the response wait monitoring time, This is achieved by an automatic calling system for telephone business, wherein a call is aborted when a waiting monitoring time is exceeded.

[0007]

According to the automatic calling system for telephone service as described above, the response waiting monitoring time is set to an appropriate value for each destination individually based on the average average response waiting time of each destination. The monitoring time is individually set to an appropriate value that is not too short or too long for each destination, and the waiting time of the transmission operator in the automatic transmission is minimized for each destination.

[0008]

BRIEF DESCRIPTION OF THE DRAWINGS FIG. 1 is a block diagram of an embodiment of the present invention.

FIG. 1 shows a telephone communication system including an automatic calling system for telephone business according to the present invention. In FIG. 1, reference numeral 1 denotes a digital private branch exchange, to which a plurality of telephones 2 for outgoing telephone service are connected.

A computer 3 is connected to the private branch exchange 1 by an RS-
They are interconnected by a serial interface such as 232C. The computer 3 may be a personal computer, to which a hard disk unit 4 storing a database as a file is connected.

The private branch exchange 1 is connected to a public telephone network 5 and selectively connects a private telephone 2 to external telephones 6 of a plurality of customers via the public telephone network 5 by automatic transmission.

As shown in FIG. 2, the database of the hard disk unit 4 includes, in addition to the fields of customer number, name, address, and telephone number, the number of responses, the average number of responses, the response waiting monitoring time, and the response by time zone. It has a field for the number of times. The number of responses is incremented each time the destination, that is, the other party responds without being out, and the average response wait time is obtained by dividing the total response wait time at the time of response by the number of responses. It is obtained by multiplying the response waiting time by a certain safety factor. That is, assuming that the average response waiting time is Wa and the response waiting monitoring time Ma is, the response waiting monitoring time Ma is expressed by the following equation. Ma = kWa where k is a safety coefficient, and the safety coefficient k may be a value of 1 or a larger value. In the database illustrated in FIG. 2, the safety factor is set to 1.2.

As shown in FIGS. 3 and 4, in order to automatically send a call to a certain customer, for example, the customer A1, the computer 3 reads the data record of the corresponding customer from the database of the hard disk unit 4, and obtains the telephone number and the name. An automatic transmission command including a response waiting time and a response monitoring time is created (step 10), and the automatic transmission command is transmitted to the private branch exchange 1 (step 2).
0). When the computer 3 completes transmitting the automatic transmission command to the private branch exchange 1, it enters a response reception waiting state (step 30).

When the private branch exchange 1 receives the automatic transmission command from the computer 3 (step 100), the private branch exchange 1 analyzes the automatic transmission command and transmits a signal of the telephone number to the public telephone network 5 (step 110). Thereafter, the private branch exchange 1 enters the partner response waiting state and sets a timer to start the response waiting monitoring time (step 120), and within the response waiting monitoring time, in this case, transmits the signal of the telephone number to the public telephone network 5. Within 30 seconds after sending to
That is, it is determined whether or not there is a response from the customer A1 (steps 130 and 140).

The other party, ie, customer A, within the response waiting monitoring time
When a response is received from the private branch exchange 1, the private branch exchange 1 connects the telephone 6 of the customer A1 to the telephone 2 of the private operator (step 150). In this case, the private branch exchange 1 creates a response a including the current response waiting time and the telephone number, and transmits this to the computer 3 (step 16).
0).

On the other hand, if there is no response from the other party within the response waiting monitoring time, that is, if there is no response, the automatic transmission operation is stopped by disconnecting the line (step 170), and the response including the non-display information and the telephone number is returned. b is created and transmitted to the computer 3 (step 180).

When the computer 3 receives the response from the private branch exchange 1, it determines whether or not the received response is response a (step 40).
In this case, the number of responses to the data record of the customer A1 is increased by one, the average response waiting time is recalculated to include the current response waiting time, and the response waiting monitoring time is calculated based on the recalculated average response waiting time. Is updated, and the number of responses per time zone is updated from the current response time, and the corresponding data record in the database of the hard disk unit 4 is overwritten.

As a result, the response wait monitoring time of the database is updated to an appropriate value that is more suitable for each customer based on the past response results of each customer and that is appropriate for each customer. Waiting time is kept to a minimum for each destination, which improves the efficiency of telephone calls,
Effective use time of telephone line is improved.

When the computer 3 automatically transmits a call to a certain customer, the computer 3 searches the database of the hard disk unit 4 for the number of responses for each time period of the customer, and performs automatic transmission during a time period in which the number of responses is large. It has become. As a result, the probability of the customer not appearing is reduced, which also improves the efficiency of the telephone calling operation and the effective use time of the telephone line.

[0020]

As can be understood from the above description, according to the automatic calling system for telephone business according to the present invention, the response waiting monitoring time is individually set for each destination based on the average average response waiting time of each destination. The waiting time for the response is set individually to an appropriate value that is not too short or too long for each destination, and the waiting time of the calling operator in automatic transmission is minimized for each destination. Since the call can be stopped, the efficiency of the telephone call operation and the effective use time of the telephone line are improved.

[Brief description of the drawings]

FIG. 1 is a system configuration diagram showing a telephone communication system including a telephone service automatic transmission system according to the present invention.

FIG. 2 is a diagram showing an example of the structure of a database used in the telephone service automatic transmission system according to the present invention.

FIG. 3 is a signal sequence diagram showing signal exchange between a private branch exchange and a computer at the time of automatic transmission in the telephone service automatic transmission system according to the present invention.

FIG. 4A is a control flow of a private branch exchange at the time of automatic calling in the automatic calling system for telephone business according to the present invention.
(B) is a control flow of the computer at the time of automatic transmission in the automatic transmission system for telephone business according to the present invention.

[Explanation of symbols]

 1 private branch exchange 2 outgoing telephone service telephone 3 computer 4 hard disk unit 5 public telephone network 6 customer telephone

──────────────────────────────────────────────────続 き Continued on the front page (58) Field surveyed (Int.Cl. ⁶ , DB name) H04M 3/42-3/58 H04M 1/26-1/57 H04M 11/00

Claims (1)

(57) [Claims] 1. A response monitoring time is determined based on an average response waiting time of a transmission destination, and the response monitoring time is stored in a database relating to a telephone number of a transmission destination for each transmission destination. In the case of a call outgoing call, if the destination is not outgoing, the non-outgoing time is monitored, it is determined whether or not the non-outgoing time has exceeded the response waiting monitoring time, and the non-outgoing time has exceeded the response waiting monitoring time. An automatic calling system for telephone operations, which sometimes stops calling.