JP3509679B2 - Automatic call distribution system - Google Patents

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an automatic call distribution system, and more particularly to an automatic call distribution system for distributing traffic to each of a plurality of private branch exchanges connected to a network.

[0002]

2. Description of the Related Art Automatic Call Distribut
ion: Hereinafter, abbreviated as ACD. ) The system is a Private Branch eXchange (hereinafter abbreviated as PBX).
In this case, it has a function of evenly distributing an incoming call from the public network or the like to each of a plurality of reception terminals such as a telephone stand accommodated in the PBX. In that case, for example, a plurality of reception terminals are divided into several groups, and when there is an incoming call addressed to a representative number pre-assigned to each group, it is evenly distributed within the group corresponding to this representative number. . If there is no reception terminal in the group that is idle, it waits until the reception terminal that is registered in the queue and can be processed is in the idle state.

By the way, when accepting mail-order sales such as tickets and accepting complaints at a grouped reception terminal, immediately after the reception start time, immediately before the reception end time, immediately after the catalog distribution, television broadcast time or when a problem occurs. Incoming calls of a specific time, place, or accepted content are concentrated. Therefore, the incoming call to the reception terminal of the group assigned in advance overflows, which may hinder the call processing to the other reception terminals.
Therefore, a plurality of PBXs are connected by a network line and the plurality of PBXs process incoming calls to the reception terminals of each group to distribute the load and improve the efficiency of the resources of the entire system.

FIG. 13 shows an outline of the configuration of such a conventional ACD system. In this ACD system, the first PBX _{10 1} is connected to the second and third PBXs via the network dedicated lines 11 ₁ and 11 ₂ , respectively.
10 ₂ and 10 ₃ are connected. First and second PB
The Xs 10 ₁ and 10 ₂ are connected to the public network 13 via the line trunks 12 _{1 to} 12 ₆ and accept incoming calls from the public network 13.

Further, the first to third PBXs 10 ₁ to 10
_3, the reception terminal such as a plurality of telephone stand is housed, these reception terminal is pre-grouped. Here, the reception terminals of the _first to third reception groups 14 _{1 to} 14 ₃ are accommodated in the first and second PBXs 10 ₁ and 10 ₂ , respectively. The third PBX 10 ₃ accommodates the reception terminals of the first and fourth reception groups 14 ₁ and 14 ₄ .

The _first to _third PBXs 10 ₁ to 10 ₃ are respectively the first to third automatic call distribution processors (Automatic Ca
ll Distribution Processor: Hereinafter abbreviated as ACDP. ) 15 ₁ to 15 ₃ and the first connected to each PBX
~ Third ACDP call database (DataBase: hereinafter, D
Abbreviated as B. ) Based on the registration information of 16 _{1 to} 16 ₃ , the incoming call addressed to the representative number assigned to each group is equally distributed to the reception terminals of the corresponding group.

FIG. 14 shows an example of registration information in the ACDP call DB. First to third ACDP call DB
In each of 16 _{1 to} 16 ₃ is registered a business type 21 corresponding to a representative number assigned in advance and call distribution control information 22 for each reception terminal 20 accommodated in each PBX. The call distribution control information 22 includes, for example, a skill level 23 of reception processing of a person in charge of the reception terminal, a seating state 24 indicating whether or not the person in charge of the reception terminal is seated at the reception terminal at present, and an incoming call. Post-call processing information 25 that defines processing to be performed after a call, such as providing an interval time required for writing a document after the call acceptance processing is completed
And so on.

In the ACD system having such a configuration, the PBX that receives an incoming call addressed to a certain representative number from the public network 13 specifies the business type corresponding to the representative number of the incoming call and is connected to the own PBX. Search the registration information in the ACDP call DB. When the reception terminal corresponding to the incoming call is obtained, the reception terminal in the idle state is detected first. When multiple reception terminals in the idle state are detected, the average reception processing time of the reception terminals that are the object of call distribution is equalized, or call distribution is not performed for the longest time after the end of the previous reception processing. The incoming call to the reception terminal or the call distribution control information 22 to refer to the skill level 23 to distribute the incoming call to the person with the highest level of skill, or to perform various optimal even distribution processes to distribute the incoming call. To do.

On the other hand, when there is no reception terminal corresponding to the representative number accommodated by the own PBX and in an empty state, the own PBX
The incoming call is distributed to the PBX which is connected to the network and accommodates the reception terminals belonging to the same reception group.
The PBX to which this incoming call is distributed similarly searches the ACDP call DB in the own PBX and evenly distributes it to the reception terminals accommodated in the own PBX. At this time, each PB
The ACDP call DB connected to X is updated to the latest information about the operating state of the reception terminal accommodated in another PBX at any time, and based on this, the PBX to be distributed via the network dedicated line is selected.

For example, ACDP1 of the _first PBX10 ₁ .
5 ₁ When receiving an incoming call from the public network 13, first to identify the accepted group of search target from the business type corresponding to the main number. If the specified admission group is the first group 14 ₁ , the ACDP 15 ₁ is the ACDP call DB 1
6 ₁ is searched to detect a reception terminal belonging to the first group 14 ₁ that is in an empty state. Where the first
It is assumed that all 14 ₁ reception terminals of the first group accommodated in the PBX _{10 1} are not in an empty state, and the reception terminals of the first group accommodated in the second and third PBXs 10 ₂ and 10 ₃ are available. When the third PBX 10 ₃ is selected by referring to the status, the first PBX 10 ₃ is selected via the network dedicated line 11 ₂ .
The incoming call accepted by the PBX _{10 1} of the third PBX 10 ₃
Transfer to. In the third PBX 10 ₃ , the ACDP call DB
16 ₃ and allocates the incoming call to any of the reception terminals of the first group that accommodates the incoming call.

In addition to this, for example, JP-A-6-2372.
No. 93, "Automatic call distribution system, method of using the same, and communication system", includes a plurality of PBXs, and states of reception terminals that are to be subjected to reception processing for incoming calls among reception terminals accommodated in directly connected PBXs. Has been registered, and based on this, a technique relating to an ACD system for identifying a reception terminal to be distributed is disclosed.

[0012]

However, as shown in FIG.
In the conventional ACD system shown in Fig. 3, when receiving mail-order sales such as tickets and receiving complaints at the grouped reception terminals, immediately after the reception start time, immediately before the reception end time, immediately after the catalog distribution, and television broadcasting. When the incoming calls of the reception group of a specific time, place, or reception content are concentrated, such as when time or a problem occurs, even if there is room in the traffic of the reception terminals of other groups, it is possible to specify only for the specific PBX. Traffic may be high. That is, the ACD system shown in FIG. 13 is capable of load distribution within a group, but has a problem that resources cannot be effectively utilized in terms of reception processing capacity of other groups.

On the other hand, in the ACD system to which the technique disclosed in Japanese Unexamined Patent Publication No. 6-237923 is applied, incoming calls can be evenly distributed to all reception terminals in the system, and particularly concentrated. Load balancing can be performed for incoming calls in the reception group. However, since all the reception terminals are subject to the distribution of the concentrated incoming calls, the reception processing capability of the reception terminals with the other representative numbers must be reduced. In some cases, an incoming call that was originally acceptable may be delayed for a long time, or a refusal announcement may be made to reject the acceptance, resulting in a loss of sales opportunities, a customer complaint, and a commercial request. It lowers the above trust.

In order to avoid such a situation, a plurality of P's in the system accommodating the reception terminals grouped together can be used.
Among the BXs, it is necessary to improve the processing capacity of the PBX that may have high traffic, or to change the data of the ACDP call DB for predicting traffic and performing load distribution in advance every time to perform appropriate call distribution. However, there are problems in terms of cost and man-hours.

Therefore, an object of the present invention is to provide an ACD system which evenly distributes calls at low cost without changing data even when a specific incoming call is concentrated.

[0016]

According to a first aspect of the invention, (a) a plurality of structures each accommodating a plurality of reception terminals.
One for each group is assigned in advance among the internal exchanges.
When there is an incoming call to the assigned main number,
The reception terminals that make up the group corresponding to the representative number of
Representative of one specific private branch exchange among the private branch exchanges
An incoming call is made between the reception terminals that make up the group corresponding to the number.
Group-based control right to retain control right to distribute evenly
The holding means and (b) this group-based control right holding means
A traffic observation means for observing the traffic of a private branch exchange that hold control right I, (c) observed PBX Oh <br/> et beforehand set traffic threshold traffic by the traffic observation means Traffic to compare with
Ku comparison means, and (d) this traffic comparison means
The private branch exchange traffic exceeds the traffic threshold
If it is determined that the private branch exchange is
Reception end of the same group as the group that holds the right
The private branch exchange is occupied by another private branch exchange that accommodates the terminal.
Private exchange with reference to the traffic of each group
Controls are optimized to distribute traffic between aircraft.
Change the holder of the control right Change the holder of the control right during traffic
And means for an automatic call distribution system.

That is, in the invention according to claim 1, a plurality of
Private branch exchanges house reception terminals for each group
ing. Here, a group is assigned in advance.
A collection of reception terminals that distribute incoming calls to the representative number
is there. A group by means of holding control rights by group
Private branch exchanges that own control of the
When there is an incoming call to the assigned representative number, the
Not only in the private branch exchange but also in that group of other private branch exchanges.
Evenly distribute the representative numbers to the reception terminals
ing. The traffic observing means has a control right.
Traffic comparison means for observing the traffic of internal exchanges
Is a private branch exchange observed by traffic observation means
Traffic of a traffic threshold set in advance
Compare. Then, the traffic comparison means
If the traffic of the private branch exchange exceeds the traffic threshold
If it is determined that the traffic control right holder has changed
Depending on the stage, the private branch exchange as
From a private branch exchange to the same group of multiple private branch exchanges
Changing to another private branch exchange that accommodates the reception terminal
I'm trying to tell you. When making this change,
While referring to the traffic of each group occupying the exchange
Optimal for distributing traffic between private branch exchanges
Change the holding destination of the control right. This allows
Of the private branch exchange that owns that control of the loop
When the traffic exceeds the traffic threshold
To see the traffic of each group in the private branch exchange.
The traffic of each private branch exchange is optimally distributed
You can change the ownership of the control
Call distribution when there is
Become so.

According to a second aspect of the invention, in the automatic call distribution system according to the first aspect, the control right of each group is controlled.
Private branch exchange traffic is periodically retained by other
It is characterized and this <br/> having a traffic distribution means for broadcasting to the private branch exchange.

That is, according to the second aspect of the invention, traffic
The broadcaster has control of each group
The traffic of a private branch exchange is periodically transmitted to another private branch exchange.
Will be sent to the private branch exchange whose traffic has been exceeded.
Then, at the time of the broadcast, the traffic of other private branch exchanges
You can be notified of the situation and distribute traffic optimally.
Wear.

According to the invention of claim 3, the invention of claim 1
In addition, the automatic call distribution system has
A system of private branch exchanges with control rights by stages
System down detection means to detect down and this system
The system down is detected by the system down detection means.
The private branch exchange as the owner of the control right
From the exchange to other private exchanges within the multiple private branch exchanges described above.
Change the owner of the control right when the system is down
It is characterized by having steps .

That is, in the invention according to claim 3, the control right is
When the private branch exchange that owns the system goes down
Other private exchanges accommodating reception terminals of the same group
By changing the ownership of the control
When there is an incoming call to the representative number, distribute it
And are possible.

In the invention according to claim 4, the invention according to claim 3 is
Automatic call distribution system is on a premises where the system is down
A system that periodically broadcasts exchanges to other private branch exchanges.
It is characterized by having an unbroadcasting means.

That is, according to the invention of claim 4, the system
Periodically replace a private branch exchange with a private branch
By changing the call distribution control right for each group
Species control can be performed. Also, system down
The automatic call distribution processor (ACDP) of the private branch exchange
In order to backup
Other private branch exchanges can be notified via the line.

[0024]

DETAILED DESCRIPTION OF THE INVENTION

[0025]

EXAMPLES The present invention will be described in detail below with reference to examples.

First embodiment

FIG. 1 shows A in the first embodiment of the present invention.
It shows an outline of the configuration of a CD system. First
In the ACD system according to the embodiment of the present invention, the first PBX3
0 ₁ is connected to the second and third PBXs 30 ₂ and 30 ₃ via network dedicated lines 31 ₁ and 31 ₂ , respectively. The first and second PBXs 30 ₁ and 30 ₂ are connected to the public network 33 via line trunks 32 _{1 to} 32 ₆ and accept incoming calls from the public network 33.

Further, the first to third PBXs 30 ₁ to 30
_3, the reception terminal such as a plurality of telephone stand is housed, these reception terminal are grouped into a plurality of groups. Here, the reception terminals of the _first to third reception groups 34 _{1 to} 34 ₃ are accommodated in the first and second PBXs 30 ₁ and 30 ₂ , respectively. In the third PBX30 ₃ ,
The reception terminals of the first and fourth reception groups 34 ₁ and 34 ₄ are accommodated.

First to third PBX 30₁~ 30₃Is it
First to third ACDP 35, respectively₁~ 35₃Is equipped with.
First to third ACDP 35₁~ 35₃Are ACD
P management unit 36₁~ 36₃And the ACDP call controller 37₁~ 3
7₃It has and. Furthermore, the 1st-3rd PBX30₁
~ 30₃In the ACDP management DB 38, respectively.₁~ 38₃
And ACDP call DB 39₁~ 39₃Is connected, ACD
P management unit 36₁~ 36 ₃Is the corresponding ACDP management DB38
₁~ 38₃Reception group accommodated in each PBX with reference to
Control authority of the ACDP call control unit 37₁~ 37₃Is a pair
Corresponding ACDP call DB39₁~ 39₃For incoming calls
Perform uniform distribution control.

In the ACD system of the first embodiment, the ACDP is mounted on at least two PBXs among the plurality of PBXs connected to the network. Each AC
The DP observes the traffic for each admission group whose call distribution is controlled by each PBX in the ACDP management unit, and according to the result of comparison with the traffic threshold of a predetermined PBX, the call distribution of the admission group is applied to the PBX with low traffic. By changing the control right, the traffic can be distributed in the network. Also,
Not only when the traffic becomes high, but also when the system of another PBX connected to the network goes down for some reason, the call distribution control right of the admission group of the PBX can be changed.

Below, an explanation will be given of the main part relating to the distribution of incoming calls in the ACD system in the first embodiment.

FIG. 2 shows an example of the functional block configuration of the PBX in the first embodiment. Configuration main part relating to the incoming call distribution, the first to third PBX 30 ₁ ~
The same applies to 30 ₃ . An ACDP management DB 38 and an ACDP call DB 39 are connected to the PBX 30, which is referred to by the ACDP 35 to perform control right management of the reception group and distribution of incoming calls. AC
The registration information in the DP call DB 39 is assumed to be the same as that described with reference to FIG.

The PBX 30 has a traffic observing means 40 for observing the traffic of its own PBX and an observation result by the traffic observing means 40 for every constant period in the ACDP 35.
Traffic information notifying means 41 for notifying the internal ACDP management section is provided. Further, the PBX 30 sends the ACDP management DB 38 to other PBXs together with the operating state of its own system at regular intervals via the network dedicated line.
Own P observed by the traffic observation means 40 managed by
BX traffic, traffic of each reception group, and management information broadcasting means 42 that broadcasts the call distribution control right of the reception group of the own PBX, and other via the network dedicated line for change control of the call distribution control right by the ACDP 35. And a control right changing communication means 43 for communicating with the ACDP of the PBX.

Furthermore, in the ACD system shown in FIG. 1, the _first to _third PBXs 30 ₁ to 30 ₃ are provided with ACDP, but when PBXs not provided with ACDP are mixed, at least ACDP is provided. The PBX in use is configured to detect the system down detection means 44 for detecting the system down of the PBX equipped with another ACDP, and the system down of the PBX equipped with the other ACDP detected by the system down detection means 44 via the network dedicated line. System down broadcasting means 45 for broadcasting to other PBXs and notifying it to the ACDP 35.

FIG. 3 shows the ACDP3 in the first embodiment.
5 shows an example of the functional block configuration of No. 5. A
The CDP 35 includes an ACDP management unit 36 and an ACDP call control unit 37, and the ACDP management unit 36 uses the ACDP management D.
Based on the registration information in B38, the ACDP call control unit 37 performs predetermined control based on the registration information in the ACDP call DB 39.

The ACDP managing unit 36 receives the traffic information of the PBX notified by the traffic information notifying means 41 of the PBX, and the traffic information receiving means 50.
The traffic observing means 51 for each admission group for observing the traffic for each admission group for which the CDP 35 has the call distribution control right, the ACDP management DB access means 52 for accessing the ACDP management part DB 38, and each observed by other PBX. PBX that receives traffic information of PBX
Traffic receiving means 53. The ACDP management DB access means 52 is the traffic information receiving means 50.
The traffic of each PBX received by the PBX, the traffic of each reception group observed by the traffic observation means 51 for each reception group and the traffic of each PBX received by the PBX traffic reception means 53 are AC.
It is stored in the DP management DB 38.

Further, the ACDP management unit 36 constantly compares the PBX traffic threshold stored in the ACDP management DB 38 in the system with the traffic of the own PBX received by the traffic information receiving unit 50. And a selection means for selecting an optimum PBX and reception group for distributing the traffic based on the traffic information of each PBX registered in the ACDP management DB 38 and the traffic information for each reception group according to the comparison result of the comparison means 54. 55, and control right changing means 56 for changing the control right of the call distribution control right of the admission group selected by the selection means 55 held by the ACDP 35 to the ACDP of the PBX also selected. . The control right changing unit 56 not only compares the PBX traffic threshold value by the comparing unit 54 with the PBX traffic threshold value but also other ACDP notified by the system down broadcasting unit 45.
Even when the system down of the PBX equipped with is detected, the control right is changed through the network dedicated line.

In order to change the above-mentioned control right, the ACDP management unit 36 inquires the ACDP call control unit 37 about the information regarding the reception group to be changed in the registration information of the ACDP call DB 39, and from the inquiry result. Change request information transmitting means 58 for transmitting change request information consisting of information regarding a reception group to be changed and a change request for its control right to the PBX of the change destination,
Change request information receiving means 59 for receiving change request information transmitted from another PBX when the PBX is the change destination,
Change request information receiving means 5 for the ACDP call control unit 37
Change instruction means 60 for transmitting information related to the admission group to be changed according to the change request information received by 9 to issue an instruction to change the call distribution control of the admission group. Another PB is received by the change request information receiving means 59.
When the change request information transmitted from X is received, the control right changing means 56 determines the ACD based on the received change request information.
The call distribution control right of the reception group of the P management DB 38 is changed.

The ACDP call control unit 37 uses the ACDP call DB.
ACDP call DB access means 61 for accessing 39, change instruction receiving means 62 for receiving a control right change instruction from the ACDP management section 36, and reception group according to the change instruction received by this change instruction receiving means 62 And a call distribution control means 63 for performing call distribution control by registering information on the ACDP call DB 39.

FIG. 4 shows an example of registration information in the ACDP management DB 38. ACDP management DB
38 is PBX traffic threshold information 65, PBX traffic information 66, and traffic information 67 for each reception group.
And are registered as registration information. The PBX traffic threshold information 65 is a PBX traffic threshold defined in the system and recognized by all PBXs via a network line. Here, it is assumed that the PBX is common to all PBXs.
The optimum traffic threshold may be updated for each PBX.

FIG. 5 shows an example of the PBX traffic information 66. The PBX traffic information 66 is
Own P observed by the traffic observation means of each PBX
The traffic of the BX is notified by the management information broadcasting means 42 via the network dedicated line. First
In the ACD system according to the embodiment, the first to third P
The notified traffic information is registered in association with each of the BXs 30 ₁ to 30 ₃ .

FIG. 6 shows traffic information 6 for each reception group.
7 shows an example of No. 7. The traffic information 67 for each admission group is the traffic information for each admission group for which each PBX has the call distribution control right observed by the traffic observation means for each admission group for each PBX, and is notified via the network dedicated line. is there. In the ACD system in the first embodiment, the first to third PBs are used.
The X30 ₁ to 30 _3, respectively, ACDP held and traffic information notified for each first through fourth reception group 34 ₁ to 34 _4, the call distribution control of the accepted group
Is registered in association with the PBX provided with.

AC in the first embodiment having the above-mentioned configuration
A PBX in the D system, an ACDP management unit and an ACDP call control unit in the PBX are respectively a central processing unit (hereinafter, referred to as a CPU) (not shown).
Abbreviated. ), And has a read-only memory (Read Only Memor
y: Hereinafter, abbreviated as ROM. ), Etc., according to the control program stored in a predetermined storage device, the call distribution control right is changed for each reception group based on the traffic of the own PBX, and the call distribution control right is changed for each reception group when the system down of another PBX is detected. Various controls can be executed.

FIG. 7 shows an outline of the processing contents common to the call distribution control right change for each admission group based on the traffic of the own PBX in the PBX and the call distribution control right change for each admission group when the system down of another PBX is detected. It represents. That is, each PBX observes the traffic of its own PBX with the traffic observing means 40 (step S70), and determines whether or not a certain time has passed so as to become a predetermined time interval (step S71). When it is determined that the fixed time has not elapsed (step S71:
N), and returns to step S70 again. On the other hand, step S7
When it is determined that the constant time has elapsed in step 1 (step S
71: Y), the traffic information notification means 41 notifies the traffic information of the own PBX observed by the traffic observation means 40 to the ACDP management section 36 (step S7).
2).

Subsequently, the PBX causes the ACDP management unit 36 to observe the traffic information for each admission group that holds the call distribution control right, and together with the observation result, the step S7.
The traffic information of the own PBX notified in 2 is stored in the ACDP management DB and managed (step S73).

When the PBX is thus registered in the ACDP management DB 38, the PBX is managed by the management information broadcasting means 42 via the network dedicated line to another PBX at regular intervals.
In response to the operation status of the own system, the traffic of the own PBX observed by the traffic observing means 40, the traffic of each admission group, and the call distribution control right of the admission group of the own PBX are broadcast.

FIG. 8 shows an outline of the processing contents of changing the call distribution control right for each admission group based on the traffic of the own PBX in the ACDP management unit of the PBX. The ACDP management unit 36 uses the comparison unit 54 to compare the traffic of its own PBX observed by the traffic observation unit 40 with the PBX traffic threshold information defined in the system stored in the ACDP management DB (step S80). ), When the traffic of the own PBX observed by the traffic observing means 40 exceeds the PBX traffic threshold value defined in the system (step S81: Y), the selecting means 55 sets the traffic information of each PBX in the ACDP management DB. Optimal PBX for distributing traffic based on traffic information for each reception group
And a reception group are selected (step S82).

For example, according to the traffic information 67 for each admission group shown in FIG. 6, the call distribution control right of the first and second admission groups 34 ₁ and 34 ₂ is held by the first PBX 30 ₁ , and the third admission The call distribution control right of the group 34 ₃ is held by the second PBX 30 ₂ and the fourth reception group 34 ₄
It is assumed that the call distribution control right of is held by the third PBX 30 ₃ . When the ACDP occupancy, which is the traffic information observed by the first PBX 30 ₁ , exceeds the sum of the traffic information of the first and second reception groups 34 ₁ and 34 ₂ , the first PBX 30 ₁ receives the first information. When there is an incoming call from the reception group, the selection means 55 in the ACDP management unit of the first PBX 30 ₁ holds the call distribution control right of the fourth reception group 34 ₄ , but the traffic of the entire PBX has a margin. While selecting PBX30 ₃ of ₃ ,
The fourth of the first and second reception groups 34 ₁ and 34 ₂
Selecting a reception group of reference example lower of traffic the traffic reception Group 34 _4.

Thus, in step S82, the P to be changed is
When the BX and the reception group are selected, the control right changing unit 5
6, the call distribution control right of the selected admission group is similarly changed to the control right of the selected PBX to the ACDP (step S83).

FIG. 9 shows the outline of the processing for changing the call distribution control right for each admission group when the system down of the PBX equipped with another ACDP in the PBX is detected. Build a network in the system, A
For PBXs with CDP, other A
It is possible to detect the system down of the PBX equipped with the CDP, and when the system down is detected, the call distribution control right of the admission group held by the PBX is changed. Therefore, the PBX determines the operating state of each PBX that is periodically broadcast via the network dedicated line by the system down detection means 44, and determines the other ACD.
It is determined whether the PBX with P is normal (step S
90).

In step S90, P with another ACDP is set.
When the system down of the BX is detected (step S9
0: Y), in order to back up the ACDP of the PBX system down by the system down broadcasting means 45, that effect is broadcast to other PBXs via the network dedicated line (step S91). Furthermore, by the selection means 55,
Select the optimal PBX to distribute the traffic from the traffic of another PBX at which the system operates normally and the traffic information of each admission group for which the ACDP of the system-down PBX holds the call distribution control right. (Step S92), the control right changing means 56 changes the call distribution control right of the ACDP admission group whose system is down to the ACDP of the PBX selected in step S92 (step S93).

FIG. 10 shows the processing contents of the ACDP management unit whose call distribution control right is changed in the processing of changing the call distribution control right of the admission group in step S83 of FIG. 8 and step S93 of FIG. 9 by the ACDP management unit. This is an overview. That is, when the traffic of the PBX becomes high, or when the PBX equipped with another ACDP goes down the system, the ACDP management unit causes the inquiry unit 57 to inform the ACDP call control unit 37 of the ACDP.
As information about the reception group whose call distribution control right of the call DB 39 is changed, the registration information for call distribution control of the reception terminals belonging to the reception group shown in FIG. 14 is inquired (step S100). In the ACDP call controller 37,
In response to this inquiry, the ACDP call DB access means 6
1, the ACDP call DB 39 is accessed, the registration information registered for each reception terminal belonging to the requested reception group is taken out, and transmitted to the ACDP management unit 36 as change request information.

The ACDP management unit 36 monitors the reception of the change request information transmitted by the ACDP call control unit 37 (step S101: N), and when this is received (step S101: Y), the change request information is received. The transmission means 58 transmits, via the network dedicated line, the registration information of the ACDP call DB 39 for each reception group to be changed, and an instruction to change the call distribution control right of the reception group to the PBX selected as the change destination ( Step S10
2).

Step S8 of FIG. 8 by the ACDP management unit
3 and the process of changing the call distribution control right of the admission group in step S93 of FIG. 9, the PBX that is the destination of the change of the call distribution control right has the change transmitted by the PBX that holds the call distribution control right of the admission group to be changed. When the reception of request information is monitored and this is detected, the received information is
Notify the CDP management unit.

FIG. 11 shows the processing contents of the ACDP management unit to which the call distribution control right is changed in the processing of changing the call distribution control right of the admission group in step S83 of FIG. 8 and step S93 of FIG. 9 by the ACDP management unit. This is an overview. That is, the ACDP management unit monitors the reception of the change request information transmitted by the PBX having the call distribution control right of the reception group to be changed, in the change request information receiving unit 59 (step S110: N),
When this is detected (step S110: Y), ACD
The call distribution control right of the reception group of the P management DB 38 is changed, and the change instruction unit 60 instructs the ACDP call control unit 37 to distribute the call of the reception terminals belonging to the reception group extracted from the ACDP call DB of the other PBX. The registration information for control and the control right change instruction are transmitted (step S111).

In the ACDP call control unit 37, when the change instruction receiving unit 62 receives the above-mentioned change instruction from the change instruction unit of the ACDP management unit, the ACDP call DB access unit 6
By adding 1 to the ACDP call DB 39, the registration information for the call distribution control of the reception terminal belonging to the reception group whose call distribution control right has been changed is added, and within the reception group newly changed by the call distribution control means 63. Call distribution control is performed.

As described above, in the ACD system of the first embodiment, the call distribution control right is given to each PBX for each admission group in the plurality of PBXs connected to the network, and the traffic of the own PBX and the own PBX are called. The traffic for each reception group that holds the distribution control right is broadcast. Then, in each PBX, when the PBX traffic threshold defined in the system is exceeded, or when the system down of another PBX is detected, the call from the traffic of each PBX and the traffic of each admission group broadcast The reception group for which the distribution control right is to be changed and the PBX to be changed are selected, and the call distribution control right for each reception group is changed via the network dedicated line.

As a result, for example, when the traffic of one PBX is exceeded, the call distribution control of the admission group corresponding to the traffic that is exceeded by the PBX of the other low traffic can be changed, so that the traffic suitable for the network can be changed. In the system that has it, it is possible to appropriately distribute incoming calls and perform traffic distribution.
Also, for example, when the system down of one PBX is detected, the call distribution control right of the admission group possessed by the PBX system down in the other PBX can be changed, so that it has traffic suitable for the network. In the existing system, traffic distribution can be performed by appropriately distributing incoming calls in the remaining PBXs.
Therefore, when accepting mail-order sales such as tickets and accepting complaints at the reception terminals that are grouped,
Immediately after the reception start time, just before the reception end time, immediately after the catalog distribution, TV broadcast time, when a problem occurs, etc., it is set every time in anticipation that incoming calls of the reception group of a specific time, place or reception content will concentrate Even if there is an unexpected incoming call, there is no need to change the data, the traffic is properly distributed, and the incoming call is kept waiting for a long time, rejected by a redial announcement, or sold. It is possible to eliminate the situation of losing the opportunity of and receiving complaints from customers.

Second embodiment

In the ACD system of the first embodiment, all P's connected via the network dedicated line are connected.
The BX has been described as accommodating a line trunk for receiving a reception call and a reception terminal, but the present invention is not limited to this. In the ACD system according to the second embodiment, the third PBX does not accommodate the line trunk and the reception terminal, and is connected to the other PBX by the ACDP when the traffic of the other PBX is exceeded or when the system is down. Performs traffic distribution processing for the reception terminals that belong to the reception group.

FIG. 12 shows an outline of the configuration of the ACD system in the second embodiment. However, the same parts as those of the ACD system in the first embodiment shown in FIG. The ACD system in the second embodiment is the AC in the first embodiment.
The difference from the D system is the third PBX as described above.
This is a point provided with 120. The third PBX 120 is
The through network dedicated line 31 ₂ 1 PBX 30 ₂
Connected with, but does not accommodate line trunks and reception terminals.

The third PBX 120 as described above includes a third ACDP 121. Third ACDP 121
Is an ACDP management unit 122 and an ACDP call control unit 123.
It has and. Furthermore, in the third PBX 120, A
The CDP management DB 124 and the ACDP call DP 125 are connected, the ACDP management unit 122 changes the control right of the reception group accommodated in each PBX by referring to the corresponding ACDP management DB 124, and the ACDP call control unit 123 causes the corresponding ACDP call. The even distribution control of the incoming call is performed by referring to the DB 125.

As described above, in the ACD system according to the second embodiment, although it is necessary to add a line trunk and a reception group, if the existing PBX cannot control the traffic after the expansion, the PBX is connected by the network dedicated line. By doing so, it is possible to construct an ACD system having an appropriate processing capacity while using the existing apparatus by simply adding a new PBX without increasing the processing capacity of each PBX.

[0064]

As described above, according to the invention described in claim 1, for example, when the traffic of one private branch exchange exceeds, the private branch exchange holds the control right.
Other private offices that house reception terminals in the same group as the group
To and from the exchanges,
Distributes traffic between private branch exchanges while referring to the traffic
Change the ownership of control right to be optimal for
Since, in a system having a traffic commensurate to the network, the premises exchange performs the distribution of appropriate incoming call
Traffic can be distributed between the exchanges. Therefore, when accepting mail-order sales such as tickets and accepting complaints at the grouped reception terminals, immediately after the reception start time, just before the reception end time, immediately after the catalog distribution, television broadcast time or when a problem occurs, etc. It is not necessary to change the setting data every time by predicting that incoming calls of a specific time, place or reception group of the reception content will be concentrated, and even if there is an unexpected incoming call, traffic can be properly handled. It is possible to eliminate situations in which an incoming call is kept waiting for a long time, is rejected due to an announcement of redialing, loses a sales opportunity, or receives a complaint from a customer.

According to the second aspect of the invention, traffic
The broadcaster has control of each group
The traffic of a private branch exchange is periodically transmitted to another private branch exchange.
Will be sent to the private branch exchange whose traffic has been exceeded.
Then, at the time of the broadcast, the traffic of other private branch exchanges
You can be notified of the situation and distribute traffic optimally.
Wear.

Further, according to the invention of claim 3, control is performed.
When the private branch exchange that owns the right goes down
Other private exchanges accommodating reception terminals of the same group
The machine to change the ownership of the control right,
Make sure to distribute incoming calls to the table number
You can

According to the invention described in claim 4, the system
Periodically replace a private branch exchange with a private branch
By changing the call distribution control right for each group
Species control can be performed. Also, system down
The automatic call distribution processor (ACDP) of the private branch exchange
In order to backup
Other private branch exchanges can be notified via the line.

[Brief description of drawings]

FIG. 1 is a configuration diagram showing an outline of a configuration of an ACD system in a first embodiment.

FIG. 2 is a block diagram showing an example of a functional block configuration of a PBX in the first embodiment.

FIG. 3 is a block diagram showing an example of a functional block configuration of ACDP in the first embodiment.

FIG. 4 is an explanatory diagram showing an example of registration information of an ACDP management DB according to the first embodiment.

FIG. 5 is an explanatory diagram showing an example of PBX traffic information in the first embodiment.

FIG. 6 is an explanatory diagram showing an example of traffic information for each reception group in the first embodiment.

FIG. 7 is a process common to the call distribution control right change for each admission group based on the traffic of its own PBX in the PBX of the first embodiment and the call distribution control right change for each admission group when the system down of another PBX is detected. It is a flow chart which shows an outline of contents.

FIG. 8 is a flowchart showing an outline of the processing contents of changing the call distribution control right for each admission group based on the traffic of the own PBX in the ACDP management unit of the PBX in the first embodiment.

FIG. 9 is a flow chart showing an outline of a call distribution control right changing process content for each admission group when a system down of another PBX equipped with ACDP in the PBX of the first embodiment is detected.

FIG. 10 is a flowchart showing an outline of the processing contents of the ACDP management unit in which the call distribution control right is changed in the process of changing the call distribution control right of the reception group by the ACDP management unit in the first embodiment.

FIG. 11 is a flowchart showing an outline of the processing content of the ACDP management unit that is the destination of the distribution control right change in the call distribution control right change processing of the admission group by the ACDP management unit in the first embodiment.

FIG. 12 is a configuration diagram showing an outline of a configuration of an ACD system in a second embodiment.

FIG. 13 is a configuration diagram showing an outline of a configuration of a conventional ACD system.

FIG. 14 is an explanatory diagram showing an example of registration information of an ACDP call DB.

[Explanation of symbols]

30 ₁ to 30 ₃ First to third PBXs 31 ₁ and 31 ₂ Network dedicated line 32 _{1 to} 32 ₆ Line trunk 33 Public network 34 _{1 to} 34 ₄ 1st to 4th reception groups 35 _{1 to} 35 ₃ 1st to third ACDP 36 ₁ ~36 ₃ ACDP management unit 37 ₁ ~37 ₃ ACDP call control section 38 ₁ ~38 ₃ ACDP management DB 39 ₁ ~39 ₃ ACDP call DB

Claims (4)

(57) [Claims] 1. A plurality of devices each accommodating a plurality of reception terminals
One for each group between the private branch exchanges in advance
When there is an incoming call to the assigned representative number
The reception end that constitutes the group corresponding to the representative number
One specific private branch exchange among the private branch exchanges
A reception terminal forming a group corresponding to the representative number
Glue that holds control to evenly distribute incoming calls between
The control right holding means by group and the control right holding means by group
And a traffic observation means for observing the traffic of a private branch exchange and private branch exchange, which is observed by the traffic observation means
A traffic comparing unit to a traffic preset traffic threshold <br/> comparison, tiger its private branch exchange by the traffic comparing means
If it is determined that the hit exceeds the traffic threshold
The identified private branch exchange has the control right.
Other structures that accommodate reception terminals of the same group as the group
Between the private branch exchanges,
Refer to the traffic and check the traffic between the private branch exchanges.
Change the ownership of control right to be optimal for decentralization
An automatic call distribution system comprising : a control right holding destination changing means at the time of traffic . 2. The control right of each group is reserved.
The traffic of the private branch exchange is periodically transferred to another private branch
2. The automatic call distribution system according to claim 1 , further comprising: a traffic broadcasting means for broadcasting to an exchange . 3. The group-based control right holding means
Detects the system down of the private branch exchange that has the control right.
The system down detection means to be issued and the system down by this system down detection means
When detected, the private branch exchange as the owner of the control right
From that private branch exchange to another private branch exchange among the plurality of private branch exchanges.
Change the internal control to the owner of the control right when the system goes down.
The automatic call distribution system according to claim 1, further comprising: 4. A private branch exchange in which a system down occurs
System down broadcast that periodically broadcasts to other private branch exchanges
Automatic call distribution system of claim 3 Symbol mounting characterized by comprising the means.