JPH01255363A - Automatic incoming call distributor - Google Patents

Abstract

PURPOSE:To execute a work having allowance and to improve working efficiency by displaying the priority of an incoming call distribution on each terminal. CONSTITUTION:An automatic incoming call distributor 1 operates the incoming processing frequencies or incoming processing times of respective terminals 3A-3C, allocates an incoming processing based on the arithmetic result, and simultaneously, displays the priority of an allocating processing on respective terminals 3A-3C. Consequently, an operator to operate each terminal can execute a work processing in confirming his own allocating sequence. Thus, the work can be executed in allowing the operator operating the terminal to have the allowance, the working efficiency of the operator can be improved, and the work can be smoothed.

Description

[Detailed Description of the Invention] [Field of Industrial Application] The present invention relates to an automatic call distribution device that assigns an incoming call from a subscriber to one of a plurality of terminals, processes the incoming call, and connects it to a designated line. .

[Conventional technology]

When an automatic call distribution device receives a call from a subscriber, it assigns call processing to one of a plurality of terminals.

The operator of the assigned terminal device performs incoming call processing by connecting the incoming call from the subscriber to the designated line [Problem to be solved by the invention] In such an automatic call distribution device, Since there is no display function that indicates which terminal will handle the incoming call when an incoming call is received, the operator who operates each terminal does not know when the incoming call will be assigned to his or her own terminal and may have to leave his/her seat. There were problems such as a decline in work efficiency as the company was unable to do much of the work.

An object of the present invention is to allow an operator who operates a terminal device to carry out his/her work with leeway, thereby improving the operator's work efficiency and facilitating the work.

[Means to solve the problem]

The automatic incoming call distribution device according to the present invention has a distribution means for allocating an incoming call from a subscriber to one of a plurality of terminals,
This distribution means calculates the number of incoming call processing times or processing time for each terminal device, performs allocation processing to each terminal device based on the calculation result, and displays the priority order of allocation processing to each terminal device. Configure it to do so.

[For production]

The automatic call distributing device calculates the number of call processing times or the call processing time of each terminal, and based on the calculation results, it allocates the call processing and displays the priority order of the allocation processing on each terminal. Therefore, the operator operating each terminal device can perform business processing while checking his or her own assignment order.

〔Example〕

FIGS. 1 and 2 are a block diagram showing an embodiment of an automatic call distribution device according to the present invention and a flowchart for explaining its operation.

□ In FIG. 1, an automatic call distribution device (hereinafter referred to as ACD) main body 1 includes terminals R33A and 3B where an operator controls incoming calls from subscribers supplied via a public telephone line 2.
, 3C, and consists of a distributor 11 and a computer-configured controller 12 that controls the distributor 11. The station line display panel 4 displays incoming calls, incoming calls, and waiting calls, and the supervisory board 5 performs various operational controls and the status of the terminals 3A to 3C.

In such a configuration, when the system boots, the ACD
In the main body 1, the process of the flowchart shown in FIG. 2 starts.

First, it is determined whether the priority order is determined based on the number of times the incoming call process is processed or the processing time required for the incoming call process (step 31). Which criteria should be used to determine the priority order is determined in advance by a command from the supervisory board 5.

When determining the priority order based on the number of times of incoming call processing, the number of times is compared from the count values of counters A, B, and C in the controller 12 (step S2), and the priority order is set in descending order of the count value (step S3).

In this case, counters A-C count the number of incoming calls processed by the terminals 3A-3C.

When determining priority based on incoming call processing time, use counter A-
Compare the processing time from the count value of C. Step S2'
), priorities are set in descending order of count value (step S3). In this case, the counters A-C are the terminals 3A-
The time required for the 3C to process the incoming call, that is, the time required for the ACD main unit to allocate the incoming call and complete the incoming call processing to the designated line is counted.

When the priority order is set in this way, first, it is determined whether or not the terminal device in the first order is in the process of receiving a call (step S4).
). If the process is not in progress, the priority set in step S3 is displayed on each terminal device 3A to 3C (step S5
). If processing is in progress, it is determined whether or not the second-order terminal is processing an incoming call (step S6); if not, the second-order terminal is made the first order, and the third-order terminal is set as the first order. A priority order change process is performed to move up each terminal to the second order (step S7), and the changed priorities are displayed on the remaining two terminals (step S5). In this case, the priority order is not displayed on the terminal device that is processing the incoming call.

If both the first and second-rank terminals are processing an incoming call, it is determined whether the third-rank terminal is processing an incoming call (step S8); if not, this third-rank terminal A priority order change process is performed to change the terminal device to the first order (step S9), and the priority order is displayed on the changed terminal device (step S5). In this case as well, the rankings are not displayed on the two terminals that are processing incoming calls.

If all terminals 3A to 3C are processing incoming calls, step S
The ranking set in step 3 is displayed on each terminal device 3A to 3C (step S5).

It should be noted that the allocation process to each of the terminals 3A to 3C by the ACD main body 1 and the counting of the number of call processing times or the call processing time by the counters A to C are performed separately by a process not shown.

FIG. 3 is a flowchart showing another embodiment of the present invention.

In this embodiment, the display shows how many calls or how many minutes after which the terminal will be assigned incoming call processing. First, it is necessary to decide whether to determine the priority by the number of incoming calls or the incoming call processing time. Determine (Step 5IO). In either case, the magnitudes of the count values of counters A-C are compared (step S11゜Sll'), and arithmetic processing is performed (step S5).
12).

In this arithmetic processing, if the one with the largest count value among the three terminals 3A to 3C is ρ, the next largest one is q, and the smallest one is r, then P= (p-q) + (p-r ) Performs arithmetic processing such that Q=q-r R=0 and stores the arithmetic results in registers A, B, and C in the controller 12. Registers A to C are provided corresponding to the terminals 3A to 3C.

Next, in step 5, the priority order is set based on this calculated value.
13) Set the count value to be prioritized in the order of r+QtP.

When the priority order is set in this way, first, it is determined whether or not the terminal device in the first order is in the process of receiving a call (step 51).
4). If processing is not in progress, the calculation results stored in registers A to C are displayed on each terminal device 3A to 3C (step 515). If processing is in progress, it is determined whether the second-order terminal is processing an incoming call (step 316), and if it is not processing, the calculation result of this second-order terminal is temporarily stored in the memory from the register. After clearing the register values to zero (step 317), the values of the registers corresponding to the remaining two terminals are displayed on these terminals (step 31B), and the calculated values stored in the memory in step 317 are returned to the registers again. (Step 519).

If both the first and second-rank terminals are processing an incoming call, it is determined whether the third-rank terminal is processing a call (step 520); if not, this third-rank terminal After storing the operation result from the register into the memory and clearing the register value to zero (step 521),
The calculated value stored in the memory in step S21 is returned to the register (step 519).

If all terminals 3A to 3C are processing incoming calls, step S
The calculated values calculated in step 12 are displayed on each terminal device 3A to 3C (step 522).

In this way, the operator of each of the terminals 3A to 3C can know after how many calls or after how many minutes the call processing will be assigned.

[Effects of the Invention] According to the automatic call distribution device according to the present invention, the priority order of call distribution is displayed on each terminal device, so the operator can check his/her own assignment order and can carry out his/her work with ease. Since you will be able to take charge of your work, it will be possible to improve your work efficiency.

[Brief explanation of the drawing]

FIG. 1 is a block diagram showing an embodiment of the automatic call distribution device according to the present invention, FIG. 2 is a flowchart for explaining the operation of FIG. It is a flowchart. 1... ACD main body, 3A to 3c... terminal device. Patent applicant: Pioneer Ansabon Co., Ltd. 4
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Claims (1)

[Scope of Claims] Distributing means for allocating an incoming call from a subscriber to one of a plurality of terminal devices, each of the terminal devices transmitting an incoming call from the assigned subscriber to a designated line. In an automatic incoming call distribution device that performs incoming call processing for connection, the distribution means calculates the number of incoming call processing times or processing time for each of the plurality of terminal devices, and performs an allocation process to each of the terminal devices based on the calculation result. In addition, an automatic call distribution device characterized in that the priority order of allocation processing is displayed on each of the terminals.