JPH0260355A - Automatic incoming call distributing system with incoming call discriminating function - Google Patents

Abstract

PURPOSE:To enable a receiver to recognize contents of inquiry before response by automatically displaying detailed information of contents related to a reception item on a management information system terminal, which is installed correspondingly to each attendant board, in a moment. CONSTITUTION:When discriminating that the telephone number sent from a public network 111 is a telephone number for inquiry about certain information, an automatic private branch exchange 100 connects the incoming call to an idle attendant board 101 after temporarily enqueuing it. The exchange 100 reads out information from a memory, where an item name corresponding to the received inquiry telephone number is stored, and displays the item name on the attendant board 101. Simultaneously, the exchange 100 transfers the extension number of the attendant board 101 to a management information system 105 together with the inquiry telephone number. The system 105 retrieves an information file 109 in a data base 108 to read out detailed information and sends detailed information related to inquiry to a terminal obtained by retrieval of a terminal discrimination file 110, and detailed information is displayed on its display device.

Description

DETAILED DESCRIPTION OF THE INVENTION (Field of Industrial Application) The present invention relates to an automatic incoming call distribution system for distributing incoming calls to a large number of reception desks in an automatic private branch exchange.

(Prior art) In the conventional automatic incoming call distribution system, when a receptionist is in charge of multiple reception tasks, it is difficult for the receptionist to identify in advance the content of the call that comes to the reception desk before answering. Can not.

(Problem to be Solved by the Invention) Therefore, after answering the telephone, the receiver must listen to the content of the inquiry and manually search for detailed information regarding the inquiry by opening a file or operating a computer terminal.

An object of the present invention is to provide an automatic incoming call distribution system that displays detailed information for an incoming call to the incoming call to the incoming call before answering even when the incoming desk is in charge of inquiries for multiple items. It's about doing.

(Means for Solving the Problem) In order to achieve the above object, the automatic incoming call distribution system with an incoming call identification function according to the present invention queues incoming calls coming from a public network and then distributes them to a plurality of reception desks. Incoming call distribution method in an automatic private branch exchange, where the automatic private branch exchange is

A memory is provided for storing item names corresponding to the inquiry telephone number, and the item name corresponding to the inquiry telephone number read from the memory is displayed on the display section of the reception desk allocated by the distribution of the incoming call, and the item name corresponding to the inquiry telephone number is displayed. The extension number and inquiry telephone number of the allocated reception desk are sent to the management information system, and the terminals of the management information system are arranged corresponding to each of the plurality of reception desks, and the terminals are stored in the database of the management information system. provides an inquiry information file storing detailed information corresponding to the inquiry telephone number and a terminal identification file storing party-specific information of terminals provided for each of the plurality of reception desks, and the management information system automatically operates. The inquiry information file is accessed using the extension number sent from the private branch exchange to determine the terminal, and the terminal identification file is accessed using the inquiry information to read detailed information, and the display of the terminal obtained from the inquiry information file is displayed. The device is configured to display detailed information read from the terminal identification file.

(Function) By using such a configuration number, the receptionist can identify the contents in advance and display detailed information before the receptionist responds, so there is no need for search work.

(Actual side) The present invention will be explained in detail below with reference to the drawings.
Figure 4 is a block diagram showing an embodiment of the automatic incoming call distribution system based on FIAI.

A telephone number is set corresponding to the inquiry information.

When a subscriber 112 dials a telephone number for an information inquiry, the telephone number is identified on the public network 111 and transferred to the automatic private branch exchange 100 - the central office trunk 10 that accommodates the telephone number.
3 (Receive a call using this dial-in.

The automatic private branch exchange 100 receives the telephone number sent from the public network 1 via the central office trunk 103, identifies this number as the telephone number for an information inquiry, and automatically receives the call. After the incoming call is once queued by the call distribution function, it is connected to the empty reception desk 101.

The automatic private branch exchange 100 reads out the item name corresponding to the inquiry telephone number received at this time from an internal memory (not shown) in the exchange, and displays this item name on the display of the reception desk 101. This allows the recipient to visually confirm the content of the inquiry before responding.

At the same time, the automatic private branch exchange 100 transfers the received inquiry telephone number and the extension number of the reception console 101 to which the incoming call is connected to the management information system 105.

Based on the transferred information, the management information system 105 searches the inquiry information file 109 in the database 108 using the received inquiry telephone number as a key, and reads detailed information regarding the inquiry. Furthermore, the terminal identification file 110 in the database 108 is searched using the extension number of the reception desk 101 as a key, and the terminal 106 connected to the reception desk 1011 is determined. The management information system 105 sends detailed information regarding the inquiry to the terminal 106 and displays the detailed information on the display number.

The receptionist at the reception desk 101 does not have to operate the terminal 106 and, moreover, before answering the incoming call, the detailed information regarding the inquiry is automatically displayed on the display of the terminal 106, so the person confirms the contents of one inquiry after answering. This saves time and effort, allowing the reception of inquiries to be carried out in a timely manner and quickly.

The same operation as described above occurs when a subscriber dials a different telephone number from the above to inquire about another matter and receives a dial-in call from the automatic private branch exchange 100.

(Effects of the Invention) As described above, according to the present invention, in the automatic incoming call distribution system in an automatic private branch exchange, the reception item name corresponding to the number dialed by the customer is displayed on the light display part of the reception desk, and the simultaneous number The management information system terminal installed corresponding to each reception desk automatically and instantly displays detailed information regarding the reception item, so that the receptionist can grasp the contents of the inquiry in advance before responding. This has the effect of making it easier to carry out faster reception work.

[Brief explanation of the drawing]

FIG. 1 is a block diagram showing an embodiment of an automatic incoming call distribution system with an incoming call identification function according to the present invention. 100... Automatic private branch exchange 101-102... Reception desk 103-104... Office line trunk 105... Management information system 106-107... Terminal 108... Database 109... Inquiry information file 110...Terminal identification file 111...Public network 112-113...Subscriber patent applicant NEC Corporation

Claims (1)

[Claims] In an incoming call distribution method in an automatic private branch exchange in which incoming calls arriving from a public network are queued and then distributed to a plurality of reception desks, the automatic private branch exchange is provided with a memory that stores item names corresponding to inquiry telephone numbers. , displays the item name corresponding to the inquiry phone number read from the memory on the display section of the reception desk allocated by the distribution of the incoming call, and also displays the extension number and inquiry telephone number of the allocated reception desk; A terminal of the management information system is arranged corresponding to each of the plurality of reception desks, and an inquiry information file storing detailed information corresponding to the inquiry telephone number is stored in the database of the management information system. and a terminal identification file storing identification information of the terminal provided for each of the plurality of reception desks, and the management information system accesses the inquiry information file using the extension number sent from the automatic private branch exchange. The device is configured to search for a terminal, access the terminal identification file using the inquiry information, read detailed information, and display the detailed information read from the terminal identification file on the display of the terminal obtained from the inquiry information file. An automatic incoming call distribution system with an incoming call identification function.