JP3375384B2 - Incoming call 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 an incoming call control method in a private automatic telephone exchange, and in particular, an incoming call from a public line is distributed for each purpose, and an extension terminal to be connected is selected to receive an incoming call. Regarding control method.

[0002]

2. Description of the Related Art Conventionally, at a ticket reservation center or a mail-order company (reception center), by telephone communication,
We are in charge of those reception tasks. The method of these reception tasks is to provide a general subscriber (consumer) with a specific telephone number, and if necessary, the consumer dials the telephone number so that the consumer and the reception center can communicate with each other. It is realized by making telephone communication with.

FIG. 17 is a relay system diagram of a telephone exchange system for explaining a conventional incoming call control method. The conventional technique will be described below with reference to FIG. The private branch telephone exchange (PBX) installed in the reception center includes a speech path switch 1301. The call path switch 1301 accommodates a station line trunk 1307 for connecting to the public network 2. The line trunk 1307 and the public network 2 are
They are connected by a group 1 office line 1308 and a group 2 office line 1309. The call path switch 1301 also accommodates an extension circuit 1302 that controls extension terminals 1303 and 1304. Here, the extension terminals 1303 and 1304 are divided into a group 1 reception board 1303 and a group 2 reception board 1304 according to the service content, and an incoming call from the group 1 office line 1308 is sent to the group 1 reception board 1303. Each of them is provided so that an incoming call can be made and an incoming call from the group 2 office line 1309 can be made to the group 2 reception board 1304.

The central controller 1305 is a storage device 130.
The entire PBX is controlled according to the processing program, station data, etc. stored in FIG. 6, and the call connection processing and communication service processing are mainly performed.

Next, the operation will be described. First, when the consumer dials the telephone number corresponding to the group 1 office line from the general subscriber telephone 3, the public network 2 uses the group 1
An idle line is seized from the service line, and the seized line is brought to the station trunk 1307.

On the other hand, the PBX detects an incoming call, searches for a group of the receiving board corresponding to the incoming line trunk 1307, and makes the group 1 receiving board 1303 corresponding to the group 1 office line 1308 receive the incoming call. . When receiving an incoming call at the reception desk in the group 1 reception desk 1303, the extension terminals are called up evenly in the group, and the burden on the receptionists engaged in each extension terminal is equalized.

The technical documents related to this are:
JP-A-62-243500, JP-A-63-383
89, JP-A-63-136792, JP-A-3-124150, and JP-A-4-334293.
The gazette is mentioned.

[0008]

In the prior art described above, the trunk to be received is determined by the telephone number dialed by the consumer, and accordingly, the group of the reception destination is determined, so that the trunk suitable for each reception work is determined. It becomes necessary to allocate a number. For example, when it is applied at a mail order company, when it is desired to provide a product application reception group and a product inquiry reception group, the consumer is informed of the respective telephone numbers. When the state is set in this way, a situation may occur in which the product application reception group is likely to make a call, but the product inquiry reception group is difficult to make a call. That is, since the incoming trunks and the reception destination groups correspond to each other in a fixed manner, there is a problem that the business cannot be efficiently performed unless the trunks are provided according to the traffic of each reception destination group.

The first object of the present invention is to solve the above problems.
An object of the present invention is to provide an incoming call control method in a private automatic telephone exchange that can efficiently perform business without providing a trunk according to the traffic of each reception destination group.

A second object of the present invention is to provide an incoming call control method in a private automatic telephone exchange that equalizes the volume of incoming calls to extension terminals in the reception destination group when receiving an incoming call to the reception destination group. is there.

[0011]

DISCLOSURE OF THE INVENTION According to the present invention, a plurality of extension terminal groups each consisting of a plurality of extension terminals are accommodated , and after receiving a call from a public network, dial information is sent from the public network.
A reception control method for receiving and selecting a destination private branch exchange you call control, pre-destination become extension terminal
Correspond the group to the above dialing information
Memorize it, and after dialing from the public network, dial the information
When the information is received, the dial information and the destination information
Determining the extension terminal group of the destination on the basis of the distribution, call waiting of the extension terminal of said extension terminal groups
The feature is that an extension terminal having the longest time is selected and an incoming call is displayed on the selected extension terminal.

[0012]

[0013]

As described above, by determining the reception group to be received by the selection signal received from the public line after arriving at the trunk, the trunk can be shared and used.

Further, when receiving calls to the reception group, the extension terminals in the group can receive the calls evenly, and the burden on the receptionist can be equalized.

[0015]

Embodiments of the present invention will now be described in detail with reference to the drawings.

FIG. 1 is a relay system diagram for explaining the system configuration of the present invention. In FIG. 1, the PBX 1 includes a speech path switch 13. The call path switch 13 includes a line circuit 12 that controls connection of the extension terminal 11 and trunks 14a and 14b that form an interface with the public network 2.
PB that receives and analyzes PB (push button) signals
The signal receiving device 15 is accommodated therein, and the line circuit 12, the trunks 14a and 14b, and the PB signal receiving device 15 are freely connected for call connection. The central controller 16
The overall operation of the PBX 1 including control of communication services and the like is controlled, and this control is performed based on the processing procedure and processing data stored in the storage device 17.
Each device of the PBX 1 operates under the control of the central control device 16 according to control data transmitted and received via the control bus 18. The extension terminal is the group 1 reception desk 11a.
And a group 2 reception board 11b and a group 3 reception board 11c.

There are two types of lines between the public network 2 and the trunks 14a and 14b, a dial-in office line circuit 19a and a general office line circuit 19b.
A is connected to the dial-in trunk 14a, and the general office line 19b is connected to the general trunk 14b.
In addition, general subscribers 3 (a plurality of which exist) are connected to the public network 2, and communication with the PBX 1 is performed via the public network 2.

FIG. 2 is a table pre-stored in the storage device 17 of the PBX 1, which is from the public network 2 to the PBX 1.
It is a figure which shows the dial-in correspondence table which shows the dial number corresponding to the selection PB signal received when an incoming call (dial-in incoming call) is made via the dial-in office line 19a. This is a table used when searching for a corresponding dial number based on the received PB signal.

FIG. 3 is a diagram showing an extension terminal search table which is a table stored in advance in the storage device 17 of the PBX 1 and indicates an extension terminal or a group corresponding to the dial number. This is a table used when searching for the extension terminal corresponding based on the recognized dialed number.

FIG. 4 is a table showing a call type table which is stored in advance in the storage device 17 of the PBX 1 and which shows the call types corresponding to the extension terminals or groups. This is used when determining the call type when calling an extension terminal or a group.

FIG. 5 is a table pre-stored in the storage device 17 of the PBX 1, which is a free extension terminal chain pointer provided corresponding to each group of group 1, group 2 or group 3. It is a figure which shows the chain pointer table which shows. Each free extension terminal chain pointer is composed of a start pointer and an end pointer, and when there is an incoming call to the group,
It is used when extracting an empty extension terminal by using the start pointer and the end pointer.

FIG. 6 is a diagram showing the structure of a transaction used when searching for an available extension terminal. The transaction 6 is composed of an address linkage unit 601 and an extension terminal number unit 602.

FIG. 7 is a diagram for explaining the address linkage of the vacant extension terminals provided for each group. FIG. 7A shows the free extension terminal address linkage of group 1, which is linked according to the chain pointer 501 shown in FIG. The upper part of the chain pointer 501 indicates the start pointer, and the lower part indicates the end pointer. This will be explained below.
The first transaction address (L10) is stored in the start pointer of the chain pointer, and the first transaction 71a exists at that address (L10). In the address linkage part of the first transaction 71a, the second transaction address (L
11) has the extension terminal number (A1) in the extension terminal number part
Are stored respectively. Similarly, the second transaction 7 is assigned to the second transaction address (L11).
2a exists, the third transaction address (L12) is stored in the address linkage section of the second transaction 72a, and the extension terminal number (A2) is stored in the extension terminal number section. In this way, the vacant extension terminal of group 1 receives the last transaction 7na
Address linkage is up to. Here, the information "0" indicating the end is stored in the address linkage part of the last transaction 7na, and the address of the last transaction 7na (in the end pointer part of the lower part of the chain pointer 501 is stored. By storing L1n), the address linkage is closed.

Further, (b) shows the free extension terminal address linkage of group 2, and (c) shows the group 3
The free extension terminal address linkage is shown, and its configuration is the same as the free extension terminal address linkage of the group 1 in (a), and the description thereof is omitted.

Note that, in these free extension terminal address linkages, when the incoming call to the group occurs, the first transaction is disconnected (the extension terminal stored in the first transaction is called) and the call is made. When the call ends, the transaction including the number of the extension terminal which is talking is logically combined as the last transaction of the empty extension terminal address linkage.
That is, these are the search for free extension terminals in the group,
It is also used to determine the order of incoming calls to be received evenly by the vacant extension terminals in the group. This detailed operation description will be described later.

8 to 11 are flowcharts for explaining the operation of the present invention, and FIG. 12 is a PBX of the present invention.
It is a state transition diagram showing the operating state of No. 1. The operation and action of the present invention will be described below with reference to FIGS.

First, when the subscriber (consumer) 3 makes a call (S01 in FIG. 8), the public network 2 detects the call (S02 in FIG. 8) and sends a dial tone to the subscriber 3 (S01). (FIG. 8, S03). Next, the subscriber hears the dial tone and dials (FIG. 8, S04). It is assumed that this dial is a dial-in dial for receiving an incoming call at the group 1 reception board 11a of the PBX 1. When the public network 2 receives the dial (FIG. 8, S05), it determines whether the line (a plurality of lines) corresponding to the received dial is free (FIG. 8, S06).
A busy tone is sent to the subscriber 3 (S07 in FIG. 8), and if there is a free line, the line is seized, and the ground and ringer are sent to the PBX1 to perform the incoming operation (FIG. 8, FIG.
S08).

On the other hand, when the PBX 1 detects the incoming call (FIG. 9, S09), it determines the line type (FIG. 9, S1).
0) If the line type is a general line, the call is received at the relay stand as is well known. If the line type is a dial-in line, the line is closed (loop closed), a primary response is made to the public network (S11 in FIG. 9), and then the communication path switch 13 is controlled to As shown in the state 31 of 12, the incoming dial-in station line trunk 14a
And the PB signal receiver 15 are connected (FIG. 9, S1).
2). When the public network 2 detects the primary response from the PBX 1 (S13 in FIG. 9), it sends a selective PB signal to the PBX 1 (S14 in FIG. 9).

Upon receiving the selected PB signal from the public network 2 (S15 in FIG. 9), the PBX 1 searches the dial-in correspondence table shown in FIG. 2 and extracts the corresponding dial number (S16 in FIG. 9). In this embodiment, the selected PB signal is "2000" and the corresponding dial number is "special number A". Then, the extension terminal search table shown in FIG. 3 is searched to extract the extension terminal corresponding to the extracted dial number, and it is determined whether it is a group reception desk call (FIG. 9,
S17). If it is a normal extension call, the extension operation is performed to the corresponding extension terminal as is well known, but here, the extension terminal becomes the "group 1" and the processing for calling the group reception board is executed. That is, referring to the chain pointer table shown in FIG. 5, the vacant extension terminal chain pointer 501
(FIG. 10, S18), and the linkage address is extracted from the start pointer of the empty extension terminal chain pointer to determine whether there is an empty extension terminal (FIG. 1).
0, S19). That is, when the linkage address is not stored, it is determined that there is no free extension terminal, and a busy tone is sent to the subscriber, or a message to that effect can be sent to the subscriber by connecting to a message sending trunk (not shown). To be in a good state. On the other hand, when the linkage address is stored in the start pointer, the first transaction 71a is extracted from the linkage address, the extension terminal number is read from the extension terminal number part of the first transaction 71a, and the free extension terminal is set. Extract (Figure 1
0, S20).

Next, the PBX 1 refers to the call type table shown in FIG. 4 and extracts the call type "pattern A" corresponding to the extension terminal "group 1" (FIG. 10, S).
21), according to the call type, state 3 of FIG.
2, a call process for sending a ring tone to the target extension terminal (S22 in FIG. 10), an extension blocking process for the extension terminal (S23 in FIG. 10), and a line opening (loop opening) ) The process of transmitting the reception completion signal to the public network 2 and (S24 in FIG. 10) are executed in parallel. When the public network 2 receives the reception completion signal (S25 in FIG. 10), it sends a ringback tone to the subscriber 3 (S2 in FIG. 10).
6).

Next, when the corresponding extension terminal responds, the PBX 1 detects it (S27 in FIG. 10), closes the line again (closes the loop), and sends a secondary response signal to the public network 2. (FIG. 10, S28), the call path switch 13 is controlled to connect the corresponding extension terminal and the line as shown in the state 33 of FIG. 12 to set the call (FIG. 11, S2).
9). On the other hand, when the public network 2 receives the secondary response signal (S30 in FIG. 11), the line is connected to the subscriber 3 to set up the call (S31 in FIG. 11). As a result, the subscriber 3 and one of the group 1 reception desks of the PBX 1 are connected to each other, and a call is possible.

Next, when the call ends and the PBX 1 detects disconnection of the extension terminal (S32 in FIG. 11), a disconnection process for releasing the line from the target extension terminal as shown in the state 37 of FIG. (FIG. 11, S33), the extension idle process of the extension terminal (FIG. 11, S34), and the disconnection signal transmission process of notifying the public network 2 that the line is opened (loop open) (FIG. 11). , S35) are executed in parallel. Upon receiving the disconnection signal, the public network 2 executes disconnection processing for releasing the call between the target line and the subscriber 3 (FIG. 11, S).
36).

As described above, a series of communication operations are performed and the processing is completed.

Next, the extension block processing shown in S23 of FIG. 10 and the extension free processing shown in S34 of FIG. 11 will be described in detail.

FIG. 13 is a state diagram for explaining the outline of the extension block processing and the extension free processing. In the relay system diagram shown in FIG. 1, the extension terminals A1, A2 and PBX1 each having three units are shown.
The case where one group 11a (group 1) is configured by A3 is taken as an example. FIG. 14 is a flowchart of the extension block processing, and FIG. 15 is a flowchart of the extension free processing. FIG. 16 is a diagram for explaining the state of free extension terminal address linkage in the case of the configuration shown in FIG.

The detailed operation will be described below based on the extension block flow chart shown in FIG. 14 and the extension free flow chart shown in FIG.

FIG. 13A shows extension terminals A1 and A.
2 and A3 are all empty, and at this time,
The vacant extension terminal address linkage is shown in FIG.
It is in the state shown in. That is, the chain pointer 16
The start pointer portion 1602 of 01 stores L10 as the first transaction address.
The first transaction 1604A exists at the address of. A second transaction address L11 is stored in the address linkage part of the first transaction, and an extension terminal A1 is stored in the extension terminal number part. Similarly, the second transaction 1604B exists at the address of L11. The third transaction address L12 is stored in the address linkage part of the second transaction, and the extension terminal A2 is stored in the extension terminal number part. Furthermore, L12
The third transaction 1604C exists at the address of. In the address linkage part of this third transaction, "0" indicating the final transaction is stored, and in the extension terminal number part, the extension terminal A3 is stored. At this time, the chain pointer 160
The end pointer portion 1603 of 1 stores L12 which is the address of the final transaction.

In this state, when an incoming call arrives from the subscriber 3A housed in the public network 2 to the group 1 of the PBX 1, the extension blocking process is performed in S23 of FIG. 10 as described above. . This processing will be described in detail with reference to FIG. First, it is determined whether the corresponding extension terminal belongs to a group (S401), and if it does, the number of the belonging group is extracted (in this case, "group 1").
(S402). Next, the start pointer portion 16 of the chain pointer 1601 of the belonging group shown in FIG.
02 is extracted (S403), the first transaction is separated (S404), and the free extension terminal address linkage shown in (b) of FIG. 16 is constructed (S405). That is, the start pointer portion 160 of the chain pointer 1601
2 has L11 as the first transaction address.
Is stored, and the first transaction 1605A is created at the address of L11. A second transaction address L12 is stored in the address linkage part of the first transaction, and an extension terminal A2 is stored in the extension terminal number part. Further, a second transaction 1605B is created at the address of L12, "0" indicating that it is the last transaction is shown in the address linkage part of this second transaction 1605B, and the extension terminal A3 is shown in the extension terminal number part. To store. In this way, the vacant extension terminal address linkage is constructed, and the state shown in FIG.

In the state of FIG. 13 (b), when an incoming call is further made from the subscriber 3B accommodated in the public network 2 to the group 1 of the PBX 1, the above-mentioned processing of FIG. 14 is performed. Similarly, the vacant extension terminal address linkage is constructed as shown in FIG. 16 (c), and the state shown in FIG. 13 (c) is obtained.

When the call between the subscriber 3B and the extension terminal A2 is completed in the state shown in FIG. 13 (c), the extension vacant process is performed in S34 of FIG. 11 as described above. This processing will be described in detail with reference to FIG. First, it is determined whether the corresponding extension terminal belongs to the group (S
501), if it belongs, the number of the belonging group is extracted (in this case, "group 1") (S50).
2). Next, the end pointer portion 1603 of the chain pointer 1601 of the belonging group shown in FIG. 16 is extracted (S
503), the extension terminal A2 logically combines the transaction stored in the extension terminal number part as the last transaction of the address linkage (S504), and FIG.
The empty extension terminal address linkage shown in (d) is constructed (S505). That is, the chain pointer 1601
L12 is stored as the first transaction address in the start pointer part 1602 of the first transaction, and the first transaction 1607A is created at the address of L12. The final transaction address L11 is stored in the address linkage section of this first transaction, and the extension terminal A3 is stored in the extension terminal number section. Furthermore, L11
A final transaction 1607B is created at the address of the address, and "0" indicating the final transaction is stored in the address linkage portion of the final transaction 1607B, and the extension terminal A2 is stored in the extension terminal number portion. In this way, the vacant extension terminal address linkage is constructed, and the state shown in FIG. 13B is restored.

In the state of FIG. 13B, when the call between the subscriber 3A and the extension terminal A1 is further terminated, the above-described processing of FIG. 15 is performed, and similarly, FIG. 16E. The vacant extension terminal address linkage is constructed as shown in FIG. 13 and the state shown in FIG.

As described above, when an incoming call is made in the same group, the extension blocking process shown in S23 of FIG. 10 and FIG. 11 are performed so that the number of incoming calls to the extension terminals in the group becomes equal. , S34, the vacant extension terminal address linkage for deciding the order of arrival is established so that the extension terminal can receive an incoming call with the longest vacant time.

Although the present embodiment has been described by taking the incoming call from the dial-in line of the public network as an example, the dial-in dial line for receiving the PB signal from the subscriber and selecting the extension terminal to be connected after the incoming call. However, the same can be applied. If the public network is ISDN, the extension terminal can be selected based on the information of the destination address and the destination subaddress, or the information of the user / user, which is obtained at the time of the incoming call. Applicable to in this case,
Obviously, instead of the dial-in correspondence table shown in FIG. 2, a table corresponding to the types of these lines is required.

Further, according to the present invention, the extension terminal search table shown in FIG.
Since it is performed based on the call type table shown in (1), it can be applied to an incoming call from an extension terminal that directly converts a dial number or a leased line.

[0045]

As described above, according to the present invention, since the selection of the reception group forming the group by the plurality of extension terminals is performed by the information such as the dial number and the push button signal received at the time of the incoming call, the incoming trunk is set. It can be shared by multiple reception groups.

Further, when the extension terminals belonging to the reception group are called, the extension terminal having the longest idle time is selected, so that the reception hours of the receptionists engaged in the respective extension terminals can be equalized. .

[Brief description of drawings]

FIG. 1 is a relay system diagram illustrating a system configuration of the present invention.

FIG. 2 is a diagram showing a dial-in correspondence table.

FIG. 3 is a diagram showing an extension terminal search table.

FIG. 4 is a diagram showing a call type table.

FIG. 5 is a diagram showing a chain pointer table.

FIG. 6 is a diagram showing a configuration of a transaction.

FIG. 7 is a diagram illustrating address linkage of idle extension terminals provided for each group.

FIG. 8 is a flowchart (part 1) explaining the operation of the present invention.

FIG. 9 is a flowchart (part 2) explaining the operation of the present invention.

FIG. 10 is a flowchart (No. 3) for explaining the operation of the present invention.

FIG. 11 is a flowchart (No. 4) for explaining the operation of the present invention.

FIG. 12 is a state transition diagram showing an operating state of the PBX 1 of the present invention.

FIG. 13 is a state diagram illustrating an outline of extension blocking processing and extension free processing.

FIG. 14 is a flowchart illustrating an extension blocking process.

FIG. 15 is a flowchart illustrating an extension free space process.

FIG. 16 is a diagram for explaining the state of the address linkage of the idle extension terminal when the extension blocking process and the extension free process are performed.

FIG. 17 is a relay system diagram illustrating a conventional system configuration.

[Explanation of symbols]

1 Private branch exchange (PBX) 11a Group 1 reception desk 11b Group 2 reception desk 11c Group 3 reception desk 12 extension circuits 13 Call path switch 14a Dial-in station line trunk 14b Line trunk 15 PB signal receiver 16 Central control unit 17 Storage 18 control bus 19a Dial-in office line 19b Station line 2 public network 3 general subscribers

─────────────────────────────────────────────────── ─── Continuation of the front page (56) References JP-A-63-106991 (JP, A) JP-A 2-10959 (JP, A) JP-A 61-278259 (JP, A) (58) Field (Int.Cl. ⁷ , DB name) H04M 3/42-3/58 H04Q 3/58-3/62

Claims (2)

(57) [Claims] 1. A premises for accommodating a plurality of extension terminal groups composed of a plurality of extension terminals, receiving dial information from the public network after receiving an incoming call from the public network, selecting a destination and controlling an incoming call. A method of controlling an incoming call of a telephone exchange, wherein an extension terminal group as an incoming call destination is stored in advance as incoming call destination information in association with the dial information, and when an incoming call is detected from the public network, the incoming call line is detected.
Recognize whether or not the line receives the above dial information from the public network
And, line der said incoming line to receive the dial information
If it is recognized that the
Upon receiving the ear information, the extension terminal group to be the destination of the call is determined based on the dial information and the destination information, and the extension terminal having the longest incoming waiting time among the extension terminals of the extension terminal group. Select the machine and display the incoming call on the selected extension terminal , and the line that received the call does not receive the dial information.
When it is recognized that the incoming call is displayed, the incoming call is displayed on the relay stand . 2. An extension terminal in an empty state in the extension terminal group is connected to an empty extension terminal group that determines a receiving order, and when an incoming call to the extension terminal group occurs, The first extension terminal in the free extension terminal row is extracted, the incoming call is displayed on the extracted extension terminal terminal, and when the blocked extension terminal in the extension terminal group becomes idle, the extension terminal is set to this empty state. By displaying the incoming extension terminal on any one of the extension terminal groups by connecting the extended extension terminal to the end of the empty extension terminal row, the extension terminal with the longest waiting time for incoming call is selected. The incoming call control method according to claim 1, wherein the incoming call control method is selected.