JPH01191558A - Accumulated program control type automatic exchange - Google Patents

Abstract

PURPOSE:To transfer an ACD incoming call to the external when the lines are all busy at the attendant board and to make other station respond for this incoming call by storing information representing that the service at the time when the lines are busy at the attendant board is external transfer as well as the telephone number of the transfer destination in a storage device. CONSTITUTION:In case all the lines are busy at the attendant board 6, a central control unit 2, by using information registered in the storage device 3, recognizes that the service at the time of when all the lines are busy at the attendant board 6 is external transfer. Then, the unit 2 reads the information of the telephone number of the transfer destination to recognize that the transfer is outgoing to a dedicated trunk 7, captures the trunk 7, thereafter, activates a dial digit transmitting equipment 5 to let it transmit dial digits of the transfer destination telephone number. After this transfer, a speech switch 1 between an ACD trunk 4 and the dedicated trunk 7 is closed, so that RBT(Ring Back Tone) from an exchange 9 at transfer destination is heared at the destination for the ACD call from the ACD trunk 4-side. The incoming call is displayed at an extension 10 of the transfer destination: When this extension 10 answers, speaking is made able for the ACD call from the ACD trunk 4-side.

Description

[Detailed Description of the Invention] [Industrial Application Field] The present invention is directed to an ACD (Auto+matic Cal D).
The present invention relates to a program-controlled automatic switching system having an ACD distribution service, and in particular to a transfer system for ACD incoming calls.

[Conventional technology]

Conventionally, this type of ACDC own call forwarding function was a method in which when an ACD call was received and the reception desk was busy, the incoming call was forwarded to the announcement machine, general extension, or relay console. .

[Problem to be solved by the invention]

In the conventional system described above, if the reception desk is busy when an AC mouth call arrives, the call can only be forwarded to the announcement machine, general extension, or relay console, so it is necessary to install an announcement machine within the own station. , or the presence of a responder (general extension or relay stand).

SUMMARY OF THE INVENTION An object of the present invention is to provide a storage program controlled automatic exchange that eliminates the above-mentioned drawbacks.

Means for Solving Problem C8] In order to achieve the above object, in the storage program controlled automatic switching system of the present invention, when the reception desk (extension) is all busy, information indicating that the service is external transfer. and a storage device for storing the telephone number of the external transfer destination, and means for automatically transferring an incoming ACD call to the outside when the reception desk is busy.

〔Example〕

Next, the present invention will be explained with reference to the drawings.

FIG. 1 is a block diagram of one embodiment of the present invention.

In Figure 1, 1 is a call switch, 2 is a central control unit, 3 is a storage device, 4 is a trunk, 5 is a dialing number sending device, 6 is an extension belonging to the ACD group (reception desk), and 7 is a dedicated 8 is a public network, 9 is a transfer destination exchange, and 10 is a transfer destination extension. In the figure, a method of automatically transferring an incoming ACD call to another exchange 9 when the reception console 6 is busy when an ACD call is received will be described.

The storage device 3 stores in advance information indicating that external transfer is to be used as a transfer service when the reception desk 6 is busy, and the telephone number of the transfer destination (including the call code to the dedicated line trunk 7) as station data. Register as. When an ACD call from the public network 8 arrives at the ACD trunk 4, the central control unit 2 detects the arrival and attempts to connect the call to the reception console 6.

When the reception console 6 is fully busy, the central control device 2 uses the information recorded in the storage device 3 to recognize that the service provided when the reception console 6 is fully busy is an external transfer. .

Next, the central control device 2 reads out the information on the telephone number of the forwarding destination, recognizes that the call is to the leased line trunk 7, and after capturing the leased line trunk 7, starts the dialing number sending device 5 to call the forwarding destination. Sends the dialed digits of a telephone number. After sending the digits, the call switch 1 between the ACD trunk 4 and the leased line trunk 7 is closed, and the ACD call on the ACD trunk 4 side is transferred to the RBT (Rj, ng Back T) from the exchange 9.
listen to one). An incoming call is displayed on the forwarding destination extension 10,
When the transfer destination extension 10 responds to this, the call can be made to the ACD call on the 〇D trunk 4 side.

〔Effect of the invention〕

As explained above, the present invention stores information indicating that the service is external transfer when the reception desk is busy and the telephone number of the transfer destination in the storage device. Since the ACD incoming call can be transferred to the outside and the incoming call can be responded to from other stations, an effective ACD system can be constructed that takes the network into consideration.

[Brief explanation of the drawing]

FIG. 1 is a block diagram showing an embodiment of the present invention. 1... Call switch 2... Central control device 3.
・Storage device 4...ACD) - Rank 5・
・Number sending device

Claims (1)

[Claims] 1. ACD (Automatic Call Dist)
In a storage program-controlled automatic exchange having a reception desk (extension) service, a storage device that stores information indicating that the service is an external transfer and a telephone number of an external transfer destination when the reception desk (extension) is busy; 1. A storage program controlled automatic switching system, comprising means for automatically transferring an incoming ACD call to an external device when all machines are busy.