JP2959656B2 - Statistical automatic call distribution system - Google Patents

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION The present invention relates to a statistical automatic incoming call distribution method.
Relates formula, Statistical automatic call distribution system in the private branch electronic exchange and a that consists system external computer device, in particular having an automatic call distribution functionality.

[0002]

2. Description of the Related Art In a conventional private electronic exchange having an automatic incoming call distribution function, distribution control of incoming calls to reception desks is entirely processed inside the exchange. In addition, there is only one reception desk queue to which incoming calls are distributed.

[0003]

In the conventional private branch exchange having an automatic incoming call distribution function, distribution control is performed only by a distribution control method programmed in advance in the exchange, so that various distribution control factors ( Statistical factors)
Therefore, there is a problem in that the call distribution control method cannot be changed according to the situation, and the work load of the reception desk operator cannot be equalized.

[0004]

According to the present invention , a private electronic exchange having an automatic incoming call distribution function and an external computer device are provided, and the external computer device receives incoming call information transmitted from the private electronic exchange. Processing means for calculating a statistical distribution control factor from which to determine which reception board should be preferentially distributed an incoming call, and transmitting the result to the private electronic exchange, wherein the private electronic exchange is connected to the external computer. A second reception desk waiting having a higher processing priority than a first reception desk waiting queue formed internally for loading reception desk information for processing the incoming call based on the call distribution control information received from the apparatus; and it features a Rukoto comprising a matrix
Statistical automatic call distribution system for the Ru obtained.

[0005] The processing means may include a program for calculating and comparing the number of answered calls for each reception desk to the automatic distribution incoming call for a certain period of time as the statistical distribution control factor, or Statistical automatic arrival including a program for calculating and comparing the actual operation rate of each reception desk operator for a certain period of time as a control factor
A call distribution system is obtained .

[0006]

Next, the present invention will be described with reference to the drawings. FIG. 1 is a system block diagram showing an embodiment of a statistical automatic call distribution system according to the present invention.

Referring to FIG. 1 , a system according to this embodiment includes a plurality of reception boards (hereinafter referred to as BDs) 201, 202, 20
Automatic call distribution connected to 3,204 (hereinafter A C D: A
automatic Call Distribution
n) a private branch exchange (PBX) 2 having a function;
An external computer device (hereinafter referred to as MIS: Management Info) connected to the PBX 2 by the communication path 3
operation system 1).

MIS1 is a statistical processing program 101 for statistically processing incoming call information 250 transmitted from PBX2.
Calculates a statistical distribution control factor from the incoming call information 250, determines which of the BDs 201 to 204 the incoming call should be distributed with priority, and sets the call distribution control information 150 to P.
An ACD program 102 to be transmitted to the BX 2 and an external storage device (MEM) 110 for storing statistical information are provided.

The PBX 2 has a reception desk queue (hereinafter referred to as QUB) 210 which is internally formed, and a Q having a high processing priority.
It has a UB 220 and incoming call queues (hereinafter, QUC) 260 and 270 for loading incoming calls.

Next, the operation of this embodiment will be described with reference to FIG. FIGS. 2 (a) and 2 (b) show AC in FIG.
It is a flowchart which shows the process flow of the 1st, 2nd example of a D program.

First, an AC signal is obtained from PBX 2 by a known procedure.
Incoming call information 250 such as incoming information and response information of the D call is transmitted to the MIS 1 via the communication path 3. And MI
In S1, after the transmitted call information 250 is processed by the program 101 for statistical processing, the statistical information is processed by M
It accumulates in EM101. Next, the ACD program 102 calculates a statistical distribution control factor.

The processing procedure of this ACD program is as follows:
In the example shown in FIG. 2, as shown in FIG.
The number of D-call acceptance / response calls is calculated for each of the BDs 201 to 204 (step S1a), and these are compared to determine a BD to be preferentially distributed (S2a). Then, the determined call distribution control information 150 is transmitted to the PBX 2 via the communication path 3 (S3a).

In the second example, as shown in FIG. 2 (b), the actual operation rate of each of the BDs 201 to 204 for a certain period of time is calculated for each operator (S1b). A BD is determined to be distributed in preference to an operator having a lower number (S2b). And the determined call distribution control information 1
50 to the PBX 2 via the communication path 3 (S3
b).

[0014] Assuming by Yu <br/> destination determined in step S2a or S2b reception stand attaching accepted is that e.g. BD203 met, load information C of BD203 to QUB220 In PBX2 back to FIG.

[0015] Finally, the PBX 2 extracts the information of the QUC 270 and the information of the QUB 220 by a known procedure, deletes the information C of the BD 203 in the QUB 210, distributes the incoming call to the BD 203, and controls the distribution of the incoming call to the BD 20.
Operator No. 3 starts the reception work.

[0016]

This onset bright As described above, according to the present invention is, as a statistical distribution control factors in the external computer apparatus, calculates a production rate for each accepted return telephone call number or receiving switchboard operator ACD calls a certain time, how reception table in preference to determine the either by distributing the ACD call, high priority second reception reception table information specified by the call distribution control information from an external computer device in electronic private branch exchange compared to since such loading to the table queue, it can change the distribution control system of the call in accordance with various distribution control factor has the effect that it is possible to equalize the workload of reception stand operator.

[Brief description of the drawings]

FIG. 1 is a system block diagram showing an embodiment of a statistical automatic call distribution system according to the present invention.

FIGS. 2A and 2B are flowcharts showing processing flows of first and second examples of the ACD program in FIG.

[Explanation of symbols]

 REFERENCE SIGNS LIST 1 external computer device (MIS) 2 private branch exchange (PBX) 3 communication path 101 statistical processing program 102 ACD program 110 external storage device (MEM) 150 call distribution control information 201, to 204 reception desk (BD) 210, 220 reception desk Queue (Quub) 250 Incoming call information 260,270 Incoming call queue (Quc)

Claims (3)

(57) [Claims] 1. A private electronic exchange having an automatic incoming call distribution function and an external computer device, wherein the external computer device calculates a statistical distribution control factor from the incoming call information transmitted from the private electronic exchange. Processing means for deciding which reception board should receive the incoming call in priority and transmitting the result to the private electronic exchange, wherein the private electronic exchange is based on the call distribution control information received from the external computer device. A high priority for processing the incoming call , different from an internally configured first reception desk queue for loading reception desk information to process the incoming call
A statistical automatic incoming call distribution system, comprising a second reception queue for loading reception desk information . 2. The processing means according to claim 1, wherein said processing means includes a program for calculating and comparing the number of answered calls for each reception desk to the automatic distribution incoming call for a certain period of time as said statistical distribution control factor. 2. The statistical automatic incoming call distribution system according to 1. 3. The statistical processing method according to claim 1, wherein said processing means includes a program for calculating an actual operation rate of each reception desk operator for a certain period of time as said statistical distribution control factor and performing a comparison process. Automatic incoming call distribution system.