JP4411461B2 - Voice response system - Google Patents

Description

  The present invention relates to a voice response system including a private branch exchange, a voice response device connected to the private branch exchange through an analog interface, and a reception extension telephone linked to the voice response device, and more particularly to voice guidance from the voice response device. When the included selection signal is received from the external line, hooking transfer is performed, and the external call is transferred to the designated reception extension telephone, when the reception extension telephone answers the call from the private branch exchange, the external call and the reception extension telephone are immediately connected. The present invention relates to a voice response system that improves response service by minimizing customer waiting time by connecting.

  A conventional voice response system is installed in a call center or the like, and when a voice response device is called via a private branch exchange when an external line is received, the voice response device automatically answers and sends voice guidance to a connected external line (customer). . The external line (customer) that heard the voice guidance transmits a selection signal included in the voice guidance according to the required service, and the voice response device that receives the selection signal provides the customer with a service corresponding to the selection signal. Is configured to do.

  For example, the voice response device sends a hooking signal to the private branch exchange first when the service content by the selection signal from the outside line (customer) needs to transfer the outside line call to the reception extension telephone. Is put on hold, and after confirming the dial tone from the private branch exchange, the extension number of the reception extension telephone with the service request is dialed.

  When the private branch exchange receives the extension number of the reception extension telephone, the private branch exchange calls the corresponding reception extension telephone and sends a ringing tone (RBT: ringback tone) to the voice response device. Thereafter, when the reception extension telephone responds to the call from the private branch exchange, the private branch exchange connects the reception extension telephone and the voice response device, and waits for the response recognition (recovery) of the voice response device.

  The voice response device sends a voice guidance or special sound indicating that the external line call has been transferred to the reception extension telephone for a predetermined time until the response recognition is completed (recovered). Upon completion, it will be restored.

  When the private branch exchange recognizes the restoration of the voice answering device, it cancels the holding of the external line call and connects the external line call to the reception internal telephone, so that the call between the external line call (customer) and the reception internal telephone is started. Service to customers will be executed.

  Further, as disclosed in “Patent Document 1” (voice response telephone transfer system), the conventional voice response system responds when a person who should receive a call is absent and a nearby person answers the telephone. However, it is necessary for the person who answered the phone to listen to the other party's business, receive a message, check the destination of the person who should receive it, and respond to the other party. In order to solve the problem of poor work efficiency, there are cases where there are no people who should receive incoming telephone calls and a nearby person answers the call. Before answering the call, information about the other party (caller) and absent person (phone recipient) is notified, and the person who answers the call on behalf of the absent person can call "call", "message" or "forward" Select and respond to the other party (caller), unnecessary time and hands Be eliminated, it is to properly respond to the other party (telephone caller).

This allows the caller to follow the person he wants to talk to with a minimal response, while the person answering the phone checks who is calling from whom before talking to the other party. Even when there is no telephone receiver, the telephone receiver can be appropriately handled with the minimum telephone operation.
JP20001-346236

  In the conventional voice response system, since it takes time for the voice response device to confirm the response of the reception extension telephone at the transfer destination, the waiting time of the external line call (customer) after the reception extension telephone answers increases, There is a problem that the reception extension telephone cannot make a call with an outside line call (customer) immediately after answering.

  In addition, since the conventional voice response system takes time to confirm the response of the reception extension telephone, even if the reception extension telephone answers the hooked-forwarded external call (customer), the voice response device is immediately restored (to the standby state) ) And cannot prepare for the next outside line call (customer), which may impair the efficiency of the reception work.

  The voice response system (voice response telephone transfer system) of “Patent Document 1” is assumed to have the same problem.

  The present invention has been made to solve such a problem, and a first object is to immediately connect an outside line call (customer) and a reception extension telephone when the reception extension telephone answers, and from the response of the reception extension telephone. An object of the present invention is to provide a voice response system that improves service by minimizing the waiting time until an external line call (customer) is connected.

  A second object is to provide a voice response system that recognizes a response of a reception extension telephone in the shortest time and returns the voice response device to a standby state to improve the efficiency of reception work.

In order to solve the above problems, a voice response system according to the present invention includes a private branch exchange connected to a public line, a voice response apparatus accommodated in the private branch exchange, and a reception extension accommodated in the private branch exchange and linked to the voice response apparatus. consists of a telephone set, voice response apparatus sends a voice guidance and automatic response via private branch exchange to the outside line call from the public line, upon receiving a selection signal via the private branch exchange from the public line, hooking the external calls In a voice response system in which the private branch exchange calls the reception extension telephone and the reception extension telephone answers and the private branch exchange connects the outside call to the reception extension telephone. In the voice response system, the private branch exchange responds when the reception extension telephone answers. Connection switching control means for canceling the holding of the external line call based on the detected response detection signal and immediately connecting the external line call to the reception extension telephone Includes, voice response unit, when the reception extension telephone responds, the call signal from the private branch exchange: provided with a silence detection means (RBT ringback tone) detects the silent state as the silence, the response recognition silence detecting means An operation recovery means is provided for recovering the operation when a silent state is detected beyond a predetermined time set in the timer .

  The private branch exchange according to the present invention comprises connection switching control means for canceling the holding of the external line call and immediately connecting the external line call and the reception extension telephone based on the response detection signal that has detected the response when the reception extension telephone responds. Therefore, it is possible to minimize the waiting time from when the reception extension telephone is answered until the outside line call is connected to the reception extension telephone.

The voice response device according to the present invention further includes a silence detecting means for detecting a silence state in which a ringing signal (RBT: ringback tone) from the private branch exchange is silent when the reception extension telephone answers , and silence detection. When the unit detects a silent state beyond the predetermined time set in the response recognition timer, it is equipped with an operation recovery unit that recovers the operation. Ru can be.

The voice response system according to the invention, the call signal which is supplied a response accepting the extension telephone from the private branch exchange: a response recognition timer (RBT ringback tone) is timed from the start of silence as a silence, you comprising the storage means having a non-response monitoring timer for monitoring the unresponsiveness of the receiving extension telephone.

Voice response apparatus according to this invention, monitors the response recognition timer call signal supplied responses accepted extension telephone from a private branch exchange is timed from the start of silence to be silent, the unresponsiveness of accepted extension telephone not Since it has a storage means with a response monitoring timer, it can measure the time of the silence state set in the response recognition timer, recognize the response of the reception extension telephone and put the device in the standby state, and set it as the non-response monitoring timer by the time-over of non response time, Ru can detect unresponsiveness reception extension telephone.

Furthermore, the voice response system according to the present invention comprises a private branch exchange connected to a public line, a voice response device accommodated in the private branch exchange, and a reception extension telephone accommodated in the private branch exchange and linked to the voice response device. The voice response device automatically answers the external line call from the public line via the private branch exchange and sends a voice guidance. When the selection signal is received from the public line via the private branch exchange, the external line call is hooked and transferred to the private line. In the voice response system in which the private branch exchange calls the reception extension telephone and the reception extension telephone responds so that the private branch exchange connects the outside call and the reception extension telephone. The private branch exchange detects a response when the reception extension telephone responds. Connection switching control means for canceling the holding of the external line call based on the detection signal and immediately connecting the external line call to the reception extension telephone is provided. At the same time, the reception extension telephone responds to the call immediately before the non-response monitoring timer of the voice response device times out, and the non-response monitoring timer times out before the response recognition timer expires. If hooking signal hooking transfer for calling the reception extension phone is outputted, comprising the hooking transfer inhibiting means for inhibiting the reception of the hooking signal.

Private branch exchange according to this invention, when accepting extension telephone responds, the connection switching control means immediately connect the external calls and accept extension telephone to release the hold of the outside line call based on the response detection signal which detected the response so equipped, accepting the extension telephone Ru can minimize the waiting time from response until connecting accept extension telephone and external calls.

In the private branch exchange according to the present invention, the reception extension telephone answers the call immediately before the non-response monitoring timer of the voice response device times out, and the non-response monitoring timer times out before the response recognition timer times out. When a hooking transfer hooking signal for calling another reception extension telephone is output from the voice response device, a hooking transfer prohibiting means for prohibiting reception of this hooking signal is provided , so that the response of the reception extension telephone is recognized. also unresponsiveness monitoring timer in timing of the response recognition timer is in time-over, Ru can prevent unnecessary hooking transfer from the voice response unit.

  Further, the voice response device according to the present invention is characterized by comprising an operation recovery means for immediately recovering the operation based on a response detection signal detected by the private branch exchange when the reception extension telephone answers.

  Since the voice response apparatus according to the present invention includes the operation recovery means for immediately recovering the operation based on the response detection signal detected by the private branch exchange when the reception extension telephone responds, the response is made simultaneously with the response of the reception extension telephone. The operation of the apparatus can be restored by the detection signal to enter a standby state.

  The private branch exchange according to the present invention comprises connection switching control means for canceling the holding of an external line call and immediately connecting the external line call and the reception extension telephone line based on a response detection signal for detecting the response when the reception extension telephone station responds. Therefore, it is possible to minimize the waiting time from when the reception extension telephone responds until the outside call is connected to the reception extension telephone, and the service to the external call (customer) can be improved.

  The voice response device according to the present invention also monitors a response recognition timer that counts the response of the reception extension telephone from the start of a silent state in which the ringing signal supplied from the private branch exchange is silent, and monitors the non-response of the reception extension telephone. And a storage means having a non-response monitoring timer, so that the time of the silent state set in the response recognition timer can be timed, the response of the reception extension telephone can be recognized and the apparatus can be put into a standby state, and the non-response monitoring timer The non-response of the reception extension telephone can be detected due to the time-out of the non-response time set in [5], and the response or non-response of the reception extension telephone can be reliably detected.

  The voice response device according to the present invention further includes a silence detection means for detecting a silence state in which a ringing signal (RBT: ringback tone) from the private branch exchange is silent when the reception extension telephone answers, and silence detection is performed. When the unit detects a silent state beyond the predetermined time set in the response recognition timer, it is equipped with an operation recovery unit that recovers the operation. It is possible to respond immediately to the next outside line call (customer) and to improve the efficiency of the reception work.

  In the private branch exchange according to the present invention, the reception extension telephone answers the call immediately before the non-response monitoring timer of the voice response device times out, and the non-response monitoring timer times out before the response recognition timer times out. When a hooking transfer hooking signal for calling another reception extension telephone is output from the voice response device, a hooking transfer prohibiting means for prohibiting reception of this hooking signal is provided, so that the response of the reception extension telephone is recognized. Even if the non-response monitoring timer times out while the response recognition timer is counting, unnecessary hooking transfer from the voice response device can be prohibited, and the operation following the hooking of the voice response device is stopped and in a standby state. Can be.

  Furthermore, since the voice response device according to the present invention includes operation recovery means for immediately recovering the operation based on the response detection signal detected by the private branch exchange when the reception extension telephone answers, simultaneously with the response of the reception extension telephone. The operation of the device can be restored by the response detection signal to be in a standby state, and the response of the reception extension telephone and the operation recovery of the voice response device can be executed simultaneously.

  Embodiments of the present invention will be described below with reference to the accompanying drawings. FIG. 1 is a system configuration diagram of an embodiment of a voice response system according to the present invention. In FIG. 1, a voice response system 1 is installed in a call center or the like and is accommodated in a private branch exchange 2 connected to a public network NT via a public line L, and in the private branch exchange 2 via analog extensions LN1 to LNj. The voice response device 3 and reception extension telephones 4a to 4k accommodated in the private branch exchange 2 via analog extensions LNk to LNn. A subscriber telephone TEL (customer) is connected to the public network NT.

  The private branch exchange 2 includes a speech path switch 5, a control device 6, a storage device 7, a station trunk LT that accommodates a public line L, extension trunks IT1 to ITj that accommodate a voice response device 3 via extensions LN1 to LNj, and an extension. Extension trunks ITk to ITn that accommodate reception extension telephones 4a to 4k via LNk to LNn are provided.

  The communication path switch 5 is composed of a matrix type electronic switch, and is controlled by the control device 6 so that the communication path between the subscriber telephone (customer) TEL and the voice response device 3, the subscriber telephone (customer) TEL and the reception extension telephone. The communication path between 4a to 4k and the communication path between the voice response device 3 and the reception extension telephones 4a to 4k are formed.

  The control device 6 has various arithmetic functions and processing functions based on a microprocessor, and is connected to the speech path switch 5 and the storage device 7 via the control bus BU to control the operation of the private branch exchange 2 as a whole.

  Further, the control device 6 holds the external line call (customer) until the reception extension telephone 4 (reception extension telephones 4a to 4k) answers the call after the hooking transfer is made from the voice response device 3, and the subscriber telephone (customer) ) The local trunk LT is controlled so as to send a holding tone to the TEL.

  Further, when the reception extension telephone (for example, the reception extension telephone 4a) responds to the call, the control device 6 calls the call signal (RBT) supplied to the voice response apparatus 3 from the extension trunks IT1 to ITj (for example, the extension trunk IT1). : Ringback tone) is stopped, and control is performed to form a silent state.

  When the reception extension telephone (for example, the reception extension telephone 4a) responds to the call, the control device 6 calls the call signal (RBT) supplied to the voice response apparatus 3 from the extension trunks IT1 to ITj (for example, the extension trunk IT1). : Ringback tone) is stopped, and the voice response device 3 is controlled to supply a response detection signal for detecting the response of the reception extension telephone 4a instead of the silent state.

  Further, when the reception extension telephone (for example, the reception extension telephone 4a) responds, the control device 6 cancels the holding of the external line call (customer) based on the response detection signal that has detected the response and immediately calls the external line call (customer). Connection switching control means for connecting the reception extension telephone 4a is provided.

  Also, the control device 6 responds to the call by the reception extension telephone (for example, the reception extension telephone 4a) immediately before the non-response monitoring timer (timer 1 described later) of the voice response device 3 times out, and the response recognition timer (described later). Hook-up transfer hooking signal for calling out another reception extension telephone (for example, reception extension telephone 4k) from the voice response device 3 when a non-response monitoring timer (timer 1 described later) times out before timer 2) times out Is output, a hooking transfer prohibiting means for prohibiting reception of the hooking signal is provided.

  FIG. 2 is a block diagram showing the principal part of an embodiment of the control apparatus for a private branch exchange according to the present invention. In FIG. 2, the control device 6 includes a connection switching control unit 11 and a hooking transfer prohibiting unit 12.

  The connection switching control means 11 holds the outside line call, calls the reception extension telephone 4a from the extension trunk ITk, and supplies a call signal (RBT: ringback tone) from the extension trunk IT1 to the voice response device 3. When the reception extension telephone 4a responds, the extension trunk ITk detects the response of the reception extension telephone 4a, and when receiving a response detection signal (response notification) from the reception extension telephone 4a, the station is based on the response detection signal (response notification). A hold release signal is supplied to the line trunk LT to release the hold of the external line call.

  Further, upon receiving the response detection signal (response notification), the connection switching control means 11 supplies a call stop signal to the extension trunk ITk based on the response detection signal (response notification) to stop the call of the reception extension telephone 4a. At the same time, a paging signal stop signal is supplied to the extension trunk IT1 to stop the paging signal (RBT: ringback tone) to the voice response device 3 so as to be silent.

  Further, the connection switching control means 11 controls the communication path switch 5 to form a communication path between the office line trunk LT and the extension trunk ITk, and immediately connects the outside line call and the reception extension telephone 4a to enable a call. To do.

  Further, when the reception extension telephone 4a responds and receives the response detection signal (response notification), the connection switching control means 11 supplies a call signal stop signal to the extension trunk IT1 based on the response detection signal (response notification). After stopping the call signal (RBT: ringback tone) to the voice response device 3, a response detection signal is supplied to the voice response device 3 to automatically restore the operation of the voice response device 3.

  The non-response monitoring timer (timer 1 to be described later) of the voice response device 3 may time out even though the reception extension telephone 4a to which the hooking transfer has been made responds and starts a call with an external line call. Since the voice response device 3 erroneously determines that the reception extension telephone 4a is not responding and dials another reception extension telephone (for example, the reception extension telephone 4k), a hooking transfer hooking signal is transmitted to the extension trunk IT1. However, since this hooking transfer is a wasteful operation, the hooking transfer prohibiting means 12 controls the extension trunk IT1, and the reception extension immediately before the non-response monitoring timer (timer 1 described later) of the voice response device 3 times out. A telephone (for example, reception extension telephone 4a) answers the call, and a response recognition timer (timer 2 described later) The non-response monitoring timer (timer 1 to be described later) expires before the call is received, and the reception of a hooking signal for hooking transfer is prohibited in order to call another reception extension telephone (for example, reception extension telephone 4k) from the voice response device 3. .

  When the reception of the hooking signal is prohibited by the hooking transfer prohibiting means 12, the voice response device 3 opens the connection with the extension trunk IT1 and automatically restores the operation.

  The storage device 7 is composed of a rewritable memory such as an EEPROM or a flash memory, and stores station data, extension data, sequence data, and the like. The storage device 7 includes an extension data storage area.

  FIG. 5 is an image diagram of an embodiment of the extension data storage area according to the present invention. In FIG. 5, the extension data storage area 7a includes VRU link identification data “vru” in the extension station data. “Vru” is set to “1” in the case of extensions (for example, extensions LN1 to LNh) linked to the voice response device 3 and VRU. On the other hand, “0” is set in the case of an extension (for example, extensions LNi to LNj) that are not VRU-linked to the voice response device 3.

  By setting the VRU linkage identification data “vru” to “1”, the call is transferred from the extension trunks IT1 to ITh (connected to the extensions LN1 to LNh) connected to the voice response device 3 to the reception extension telephones 4a to 4k. In this case, when the reception extension telephones 4a to 4k answer, the outside line call and the reception extension telephones 4a to 4k are immediately connected, silence is connected to the extension lines LN1 to LNh, and the voice response device 3 can be restored to the standby state. it can.

  As described above, the private branch exchange 2 according to the present invention, when the reception extension telephone 4a responds to the call from the extension trunk IT1, cancels the holding of the outside line call based on the response detection signal that has detected the response and immediately calls the outside line call. Since the connection switching control means 11 for connecting the reception extension telephone 4a is provided, the waiting time from when the reception extension telephone 4a responds until the outside call and the reception extension telephone 4a are connected can be minimized, It is possible to improve the service to external calls (customers).

  In addition, the private branch exchange 2 according to the present invention allows the reception extension telephone 4a to answer a call immediately before the non-response monitoring timer of the voice response device 3 times out, and sets the non-response monitoring timer before the response recognition timer times out. When a hooking transfer hooking signal for calling another reception extension telephone is output from the voice response device 3 after the time is over, the hooking transfer prohibiting means 12 for prohibiting reception of this hooking signal is provided. Even if the non-response monitoring timer expires during the time of the response recognition timer for recognizing the response of the telephone 4a, unnecessary hooking transfer from the voice response device 3 can be prohibited, and the voice response device 3 can be hooked. The subsequent operation can be stopped to enter a standby (operation recovery) state.

  The voice response device 3 includes a line board 8, a control means 9, and a storage means 10, and automatically responds to an external line call (customer) received via the private branch exchange 2 and selects a service for the external line call (customer). , A selection signal specifying the reception extension telephone 4a is received from the outside line call (customer), hooked and transferred, dialed to call the specified reception extension telephone 4a, and the reception extension Until the telephone 4a responds, a ringing signal (RBT: ringback tone) supplied from the private branch exchange 2 is sounded.

  Further, when the reception extension telephone 4a to which the hooking transfer has been made responds, the voice response device 3 stops the ringing signal (RBT: ringback tone) supplied from the private branch exchange 2 and becomes silent. By monitoring with a recognition timer (timer 2 described later), the response of the reception extension telephone 4a is detected, and the operation is automatically restored (standby).

  Further, the voice response device 3 detects the non-response of the reception extension telephone 4a by monitoring with the non-response monitoring timer (literally timer 1) when the reception extension telephone 4a that has been hooked and transferred does not respond. Hooking transfer for calling another reception extension telephone (for example, reception extension telephone 4k) is performed.

  The line board 8 performs connection / release for each of the extensions LN1 to LNj. For example, the ringing signal (RBT: ringback tone) supplied from the private branch exchange 2 in response to the switching element or the reception extension telephone 4a becomes silent. Silence detection means for detecting a silence state with a response recognition timer (literal timer 2), and when the silence detection means detects a response from the reception extension telephone 4a, the switching element is turned off to automatically restore the operation of the voice response device 3. And a frequency receiver for receiving a selection signal from an external line call (customer), a signal generator for dialing a hooking hold hooking signal and an extension number of a designated reception extension telephone 4a, and the like.

  The control means 9 has various processing functions and calculation functions based on a microprocessor, and controls the overall operation of the voice response device 3.

  The storage means 10 is composed of an EEPROM or a flash memory, has voice guidance data, sequence data, and the like, and includes a timer setting storage area 10a.

  FIG. 6 is an image of an embodiment of the timer setting storage area according to the present invention. In FIG. 6, the timer setting storage area 10a includes a non-response monitoring timer timer1 and a response recognition timer timer2.

  The non-response monitoring timer timer 1 is set with a time (for example, 15 seconds) from the start of calling the reception extension telephone 4a to being answered, and a call signal (RBT: ringback tone) is supplied from the private branch exchange 2 From the beginning, the control means 9 starts timing, and when the time (for example, 15 seconds) set in the non-response monitoring timer timer1 has elapsed, it is determined that the time is over and another reception extension telephone (for example, reception extension) The line board 8 is controlled to output a hooking signal for calling the telephone 4k).

  When the reception extension telephone 4a responds to the response recognition timer timer2 and the ringing signal (RBT: ringback tone) supplied from the private branch exchange 2 stops and becomes silent, the silence detecting means starts measuring time, When the time (for example, 3 to 5 seconds) set in the recognition timer timer2 elapses, it is determined that the response of the reception extension telephone 4a is received, and the operation recovery means turns off the switching element to automatically recover the operation of the voice response device 3. .

  Thus, the voice response device 3 according to the present invention measures the response of the reception extension telephone 4a from the start of the silent state where the ringing signal (RBT: ringback tone) supplied from the private branch exchange 2 is silent. Since the storage means 9 having the timer (timer 2) and the non-response monitoring timer (timer 1) for monitoring the non-response of the reception extension telephone 4a is provided, the silent state time set in the response recognition timer (timer 2) (for example, 3 to 5 seconds), the response of the reception extension telephone 4a can be recognized and the apparatus can be put into a standby state, and the non-response time set in the non-response monitoring timer (timer timer 1) (for example, 15 seconds) Thus, the non-response of the reception extension telephone 4a can be detected, and the response or non-response of the reception extension telephone 4a can be reliably detected.

  FIG. 3 is a block diagram showing the main part of an embodiment of the circuit board according to the present invention. In FIG. 3, the circuit board 8 includes a silence detection unit 13 and an operation recovery unit 14.

  The silence detection means 13 is composed of a level detection circuit, a comparator, and the like. When the reception extension telephone 4a responds, the ringing signal (RBT: ringback tone) supplied from the private branch exchange 2 stops and becomes silent. Silence signal SNA (silence state) is detected, the duration of silence state is compared with response recognition timer timer2 (for example, set to 5 seconds), and silence detection is performed when the duration of silence state exceeds response recognition timer timer2 The signal SD is provided to the operation recovery means 14.

  The operation recovery means 14 is constituted by a drive circuit or the like, operates by the silence detection signal SD provided from the silence detection means 13, and supplies the closed drive signal SH to the switching element to open the switching element. The voice response device 3 is disconnected from the extension LN1, and the operation of the voice response device 3 is automatically restored. Thereby, the voice response device 3 can detect the response of the reception extension telephone 4a.

  Here, the relationship between the paging signal (RBT: ringback tone) supplied from the private branch exchange 2 and the non-response monitoring timer timer1 and the response recognition timer timer2 of the voice response device 3 will be described.

  FIG. 7 is a timing chart of an embodiment of response detection according to the present invention. In FIG. 7, the pattern of the ringing signal (RBT: ringback tone) is repeated with a period of 3 seconds of 1 second contact / 2 seconds off. On the other hand, when the reception extension telephone 4a responds, the ringing signal (RBT: ringback tone) stops and becomes silent, so the operation of the response recognition timer timer2 is started from the time when the silent state is reached, and is answered after a minimum of 3 seconds. Can be detected. This means that if the call signal does not stop, a response is detected because it is a silent state that a 1-second call signal should be generated 2 seconds after the operation of the response recognition timer timer2 is started.

  In addition, the response recognition timer timer2 starts operating from the point of silence, and the response is detected after a maximum of 5 seconds. The response signal timer 2 timer operation starts 5 seconds after the response recognition timer timer2 starts operating. Since it is supposed that the silent state is to be made, since the two 1-second ringing signals are not generated, the response can be reliably detected.

  FIG. 8 is a relationship diagram of one embodiment of a non-response monitoring timer and a response recognition timer according to the present invention. This state represents a case where the response recognition timer timer2 detects a response before the non-response monitoring timer timer1 times out after the ringing signal (RBT: ringback tone) is generated.

  In FIG. 8, the response recognition timer timer2 operates 7 seconds after the call signal (RBT: ringback tone) is generated (calling of the reception extension is started) (1 second contact × 3 + 2 second interruption × 2 = 7 seconds) Assuming that there is a response of the reception extension after 8 seconds, when the response recognition timer timer2 detects a response for a maximum of 5 seconds, the non-response monitoring timer timer1 will count 12 seconds, The recognition can be completed in 12 seconds and the operation of the voice response device 3 can be restored.

  FIG. 9 is a relationship diagram of another embodiment of a non-response monitoring timer and a response recognition timer according to the present invention. In this state, the response recognition timer timer2 starts operating before the non-response monitoring timer timer1 expires after the ringing signal (RBT: ringback tone) is generated, but the response recognition timer timer2 detects the response. This represents a case where the non-response monitoring timer timer1 times out at this point.

  In FIG. 9, the response recognition timer timer2 operates 13 seconds after the ringing signal (RBT: ringback tone) is generated (calling of the reception extension is started) (1 second contact × 5 + 2 second interruption × 4 = 13 seconds) Assuming that there is a response of the reception extension after 14 seconds, when the response recognition timer timer2 detects a response for a maximum of 5 seconds, the non-response monitoring timer timer1 will count 18 seconds. The response monitoring timer timer1 times out.

  For this reason, the reception extension telephone 4a has already responded to the external call, but the voice response device 3 erroneously determines that the reception extension telephone 4a does not answer, and uses another reception extension telephone (for example, the reception extension telephone 4k). In order to make a call, a hooking pending hooking signal is transmitted to the private branch exchange 2. However, since the hooking transfer prohibiting means 12 prohibits reception of the hooking signal, the voice response device 3 stops the subsequent operation and operates. To recover.

  FIG. 4 is a block diagram showing the main part of another embodiment of the circuit board according to the present invention. In FIG. 4, the circuit board 15 includes operation recovery means 16.

  The operation recovery means 16 is composed of a receiving circuit for receiving a signal of a predetermined frequency, a driving circuit for a switching element, and the like. When the reception extension telephone (for example, the reception extension telephone 4a) responds to the call, the extension trunk IT1 of the private branch exchange 2 The call signal (RBT: ringback tone) supplied to the voice response device 3 is stopped and a response detection signal SO for detecting the response of the reception extension telephone 4a is supplied to the line board 15 instead of the silent state. Therefore, upon receipt of the response detection signal S0, the closed drive signal SH is immediately supplied to the switching element to open the switching element.

  The operation of the voice response device 3 can be restored by opening the switching element. The response detection signal SO does not need to be the same signal as the response detection signal generated when the reception extension telephone 4a responds, and the operation is restored on any frequency generated based on the response detection signal, for example, the extension LN1. If the means 16 is a signal that is not erroneously detected, it may be a PB signal or an MF (multi-frequency) signal.

  By providing the operation recovery means 16, it is possible to delete the response recognition timer timer2 and shorten the time of 3 seconds at the shortest and 5 seconds at the longest required for response detection.

  As described above, the voice response device 3 according to the present invention includes the operation recovery means 16 that immediately recovers the operation based on the response detection signal SO detected by the private branch exchange 2 when the reception extension telephone 4a responds. Simultaneously with the response of the reception extension telephone 4a, it is possible to restore the operation of the apparatus by the response detection signal to enter a standby state, and it is possible to simultaneously execute the response of the reception extension telephone 4a and the recovery of the operation of the voice response apparatus 3.

  Next, the operation sequence of the voice response system according to the present invention will be described. FIG. 10 is an external line / acceptance extension connection sequence diagram through the voice response device according to the embodiment of the voice response system of the present invention. In FIG. 10, when the subscriber telephone set (customer) TEL dials the voice response system (step S1), the incoming call from the subscriber telephone set (customer) TEL is received by the PBX (private branch exchange) 2 via the public network NT. The voice response device 3 is called in accordance with the incoming control data in the storage device 7 (step S2).

  After recognizing the incoming call, the voice response device 3 returns a response signal to the PBX 2 (step S3), and the telephone set (customer) TEL and the voice response device 3 are connected to make a call (step S4). At this time, the voice response device 3 sends voice guidance to the subscriber telephone (customer) TEL to inform the service contents of the voice response system. The subscriber telephone (customer) TEL sends a selection signal corresponding to the desired service according to the service content (step S5), and the voice response device 3 starts processing according to the selection signal.

  For example, when the voice response device 3 accepts the selection signal, it sends a hooking signal to the PBX 2 in order to transfer the outside line call to the reception extension telephone 4a (step S6). Upon receiving the hooking signal from the VRU-linked extension (voice response device 3), the PBX 2 sends a holding tone to the subscriber telephone (customer) TEL (step S7) and sends a DT (dial tone) to the voice response device 3. It is sent out (step S8).

  The voice response device 3 determines that the hooking has been successful because the dial tone has been heard, and dials the transfer destination extension (extension number) (step S9). When the reception of the dial signal (extension number) is completed, the PBX 2 analyzes the dial information, calls the reception extension telephone 4a according to the dial content (step S10), and sends a ring tone (call signal: RBT) to the voice response device 3. It is sent out (step S11).

  When the reception extension telephone 4a (transfer destination extension) responds (step S12), a ringing tone (call signal: RBT) to the voice response apparatus 3 is transmitted without connecting the reception extension telephone 4a and the voice response apparatus 3. Stop (step S13) and connect silence (silenced). At the same time, the PBX 2 releases the hold of the subscriber telephone (customer) TEL and connects the subscriber telephone (customer) TEL and the reception extension telephone 4a, so that the subscriber telephone (customer) TEL receives and accepts the response of the reception extension telephone 4a. The extension telephone 4a can talk (step S14).

  When the reception extension telephone 4a responds, the voice response device 3 is silently connected (silent state) from the PBX 2, recognizes the response, and automatically recovers after a maximum of 5 seconds (step S15).

  FIG. 11 is an external line / acceptance extension connection sequence diagram through the voice response device according to another embodiment of the voice response system according to the present invention. A connection sequence when the transfer destination extension does not respond will be described. In FIG. 11, after receiving an incoming call from a subscriber telephone (customer) TEL and sending a voice guidance from the voice response device 3, a selection signal is received from the subscriber telephone (customer) TEL, and an external line call is received by the extension telephone 4a (extension The sequence until the hooking transfer to No. 1 is the same as the sequence shown in FIG. 10 (steps S1 to S11).

  The voice response device 3 receives the ringing tone (call signal: RBT) at the timing of the call of the reception extension telephone 4a, but the nonresponse monitoring timer timer1 of the voice response device 3 is activated and time is over (for example, 15 seconds). (Step P1), if the reception extension telephone 4a does not answer, a hooking signal is sent to the PBX 2 in order to transfer the outside line call to the other reception extension telephone 4k (step P2), and the PBX 2 receives the hooking signal. Is received, the subscriber telephone (customer) TEL and the voice response device 3 are once connected to return to the original call (step P3), and the voice response device 3 again sends a non-response to the subscriber telephone (customer) TEL. In addition to sending a voice guidance to inform, a voice guidance requesting the next service is also sent.

  When the selection signal is received again from the subscriber telephone (customer) TEL (step P4), the voice response device 3 starts the service handling process according to the selection signal, and the voice response device 3 again performs hooking transfer. I do. The voice response device 3 sends a hooking signal to the PBX 2 (step S5).

  Upon receiving the hooking signal from the VRU-linked extension (voice response device 3), the PBX 2 sends a holding tone to the subscriber telephone (customer) TEL (step P6), and sends a DT (dial tone) to the voice response device 3. (Step P7).

  The voice response device 3 determines that the hooking has been successful because the dial tone has been heard, and dials the forwarding extension (extension number 2) (step P8). When the reception of the dial signal (extension number 2) is completed, the PBX 2 analyzes the dial information and calls the reception extension telephone 4k according to the dial content (step P9), and the voice response device 3 receives the ring tone (call signal: RBT). Is transmitted (step P10).

  When the reception extension telephone 4k (transfer destination extension) answers (step P11), a ringing tone (call signal: RBT) to the voice response apparatus 3 is transmitted without connecting the reception extension telephone 4k and the voice response apparatus 3. Stop (step P12) and connect silence (silenced). At the same time, the PBX 2 cancels the holding of the subscriber telephone (customer) TEL and connects the subscriber telephone (customer) TEL and the reception extension telephone 4k, thereby accepting the subscriber telephone (customer) TEL simultaneously with the response of the reception extension telephone 4k. The extension telephone 4k can talk (step P13).

  The voice response device 3 is silently connected (silent state) from the PBX 2 when the reception extension telephone 4k responds, recognizes the response, and automatically recovers after a maximum of 5 seconds (step P14).

  FIG. 12 is an external line / acceptance extension connection sequence diagram through the voice response device according to another embodiment of the voice response system according to the present invention. A connection sequence when the transfer destination extension is busy will be described. In FIG. 12, after receiving an incoming call from a subscriber telephone (customer) TEL and sending voice guidance from the voice response device 3, a selection signal is received from the subscriber telephone (customer) TEL, and an external line call is received by the extension telephone 4a (extension The sequence from hooking transfer to (number 1) to dialing the transfer destination extension (extension number 1) is the same as the sequence shown in FIG. 10 (steps S1 to S9).

  When the transfer destination extension (reception extension telephone 4a) is busy, a busy tone is transmitted from the PBX 2 (step P15). The voice response device 3 recognizes that the reception extension telephone 4a is busy and sends a hooking signal to the PBX 2 (step P16). When the PBX 2 accepts the hooking signal, the subscriber telephone (customer) TEL and the voice response device 3 are once connected to return to the original call (step P17), and the voice response device 3 again returns to the subscriber telephone (customer) TEL. A voice guidance notifying the user of the busy state and a voice guidance requesting the next service are also sent.

  By receiving the selection signal again from the subscriber telephone (customer) TEL (step P18), the voice response device 3 starts the service response process in accordance with the selection signal, and the voice response device 3 again performs hooking transfer. I do. The subsequent connection sequence, Step P19 to Step P28, is the same as Step P5 to Step P14 of the connection sequence shown in FIG.

  FIG. 13 is an external line / acceptance extension connection sequence diagram through the voice response device according to another embodiment of the voice response system according to the present invention. A connection sequence in the case where the non-response monitoring timer timer1 times out before the transfer destination extension responds and the voice response device 3 completes the response recognition will be described. In FIG. 13, after receiving an incoming call from a subscriber telephone (customer) TEL and sending a voice guidance from the voice response device 3, a selection signal is received from the subscriber telephone (customer) TEL, and an external line call is received by an extension telephone 4a (extension The sequence until the hooking transfer to No. 1 is the same as the sequence shown in FIG. 10 (steps S1 to S11).

  The voice response device 3 receives the ringing tone (call signal: RBT) at the timing of the call of the reception extension telephone 4a, but the nonresponse monitoring timer timer1 of the voice response device 3 is activated and time is over (for example, 15 seconds). Immediately before (step P1), the reception extension telephone 4a responds (step S12), stops the ringing sound (call signal: RBT) to the voice response device 3 (step S13), and the PBX 2 The customer (telephone) TEL is canceled and the subscriber telephone (customer) TEL is connected to the reception extension telephone 4a, so that the subscriber telephone (customer) TEL and the reception extension telephone 4a make a call simultaneously with the response of the reception extension telephone 4a (step) S14).

  When the voice response device 3 recognizes the response with the response recognition timer timer2 after the reception extension telephone 4a responds, the voice response device 3 determines that the reception extension telephone 4a does not respond because the nonresponse monitoring timer timer1 has timed out. In order to hook the outside call to another transfer destination extension (acceptance extension telephone 4k), a hooking signal is transmitted to the PBX 2 (step P2).

  At the time when the hooking signal is transmitted, the PBX 2 prohibits the reception of the hooking signal because the reception extension telephone 4a responds and the subscriber telephone (customer) TEL and the reception extension telephone 4a recognize that the telephone is busy (step). Q1). When the reception of the hooking signal is prohibited by the PBX 2, the voice response device 3 recognizes the hooking failure (step Q2) and then automatically recovers (step S15).

  The voice response system according to the present invention immediately connects the external line call (customer) and the reception internal telephone when the reception extension telephone answers, and minimizes the waiting time from the response of the reception internal telephone to the connection of the external call (customer). Thus, the service can be improved, and it can be applied to all analog voice response systems.

System configuration diagram of an embodiment of a voice response system according to the present invention Block diagram of essential parts of an embodiment of a control apparatus for a private branch exchange according to the present invention Block diagram of essential parts of an embodiment of a circuit board according to the present invention Block diagram of main part of another embodiment of the circuit board according to the present invention An image of an embodiment of an extension data storage area according to the present invention An embodiment image diagram of a timer setting storage area according to the present invention Timing chart of one embodiment of response detection according to this invention The non-response monitoring timer and the response recognition timer according to an embodiment of the present invention Relationship diagram of another embodiment of the non-response monitoring timer and the response recognition timer according to the present invention One embodiment of voice response system according to the present invention External line / acceptance extension connection sequence diagram via voice response device Another embodiment of voice response system according to the present invention External line-acceptance extension connection sequence diagram via voice response device Another embodiment of voice response system according to the present invention External line-acceptance extension connection sequence diagram via voice response device Another embodiment of voice response system according to the present invention External line-acceptance extension connection sequence diagram via voice response device

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 Voice response system 2 Private branch exchange 3 Voice response apparatus 4, 4a-4k Reception extension telephone 5 Communication path switch 6 Control apparatus 7 Storage apparatus 7a Extension data storage area 8, 15 Line board 9 Control means 10 Storage means 10
10a Timer setting storage area 11 Connection switching control means 12 Hooking transfer prohibition means 13 Silence detection means 14, 16 Operation recovery means TEL Subscriber telephone (customer)
NT public network L public line LT office trunk IT1-ITj, ITk-ITn extension trunk LN1-LNj, LNk-LNn extension BUS control bus vru VRU interlock identification data timer1 non-response monitoring timer timer2 response recognition timer SNA silence detection SD silence detection Signal SH Closed drive signal SO Response detection signal

Claims (4)

A private branch exchange connected to a public line; a voice response device accommodated in the private branch exchange; and a reception extension telephone accommodated in the private branch exchange and linked to the voice response device, wherein the voice response device is When an external call from the public line is automatically answered via the private branch exchange and voice guidance is transmitted and a selection signal is received from the public line via the private branch exchange, the external line is hooked and transferred to the private branch exchange. In the voice response system in which the private branch exchange calls the reception extension telephone and the private branch exchange responds so that the private branch exchange connects the external call and the reception extension telephone.
The private branch exchange includes connection switching control means for releasing the hold of the external line call based on the response detection signal for detecting the response and immediately connecting the external line call and the reception extension telephone when the reception extension telephone responds ,
The voice response device includes silence detecting means for detecting a silence state in which a ringing signal (RBT: ringback tone) from the private branch exchange is silent when the reception extension telephone answers, and the silence detecting means includes An audio response system comprising operation recovery means for recovering an operation when a silent state is detected beyond a predetermined time set in a response recognition timer . The voice response system, the calling signal supplied a response of said reception extension stations from said private branch exchange: a response recognition timer (RBT ringback tone) is timed from the start of silence to be silent, the receiving extension stations 2. The voice response system according to claim 1, further comprising a storage unit having a non-response monitoring timer for monitoring the non-response. A private branch exchange connected to a public line; a voice response device accommodated in the private branch exchange; and a reception extension telephone accommodated in the private branch exchange and linked to the voice response device, wherein the voice response device is When an external call from the public line is automatically answered via the private branch exchange and voice guidance is transmitted and a selection signal is received from the public line via the private branch exchange, the external line is hooked and transferred to the private branch exchange. In the voice response system in which the private branch exchange calls the reception extension telephone and the private branch exchange responds so that the private branch exchange connects the external call and the reception extension telephone.
The private branch exchange includes connection switching control means for releasing the hold of the external line call based on the response detection signal for detecting the response and immediately connecting the external line call to the reception extension telephone when the reception extension telephone responds. The answering extension telephone responds to the call immediately before the non-response monitoring timer of the voice response device times out, and the non-response monitoring timer times out before the response recognition timer times out. If hooking signal hooking transfer for calling other accepted extension phone is outputted, voice response system, characterized in that it comprises a hooking transfer inhibiting means for inhibiting the reception of the hooking signal. The voice response unit, when the receiving extension stations responds, according to claim 1 or 3 wherein the private branch exchange is characterized by comprising an operation recovery means for immediately recover the operation on the basis of the response detection signal detected Voice response system.

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