JPH04326847A - Automatic transmission system for telephone work - Google Patents

Abstract

PURPOSE:To improve efficiency for telephone transmission and the time of effectively utilizing a telephone line by suppressing the waiting time of a transmission operator in automatic transmission to an irreducible minimum. CONSTITUTION:Based on the average response waiting time of a transmitting destination, response wait monitor time is decided and this response wait monitor time is stored in a data base concerning the phone number of the transmitting destination for each transmitting destination. When the transmitting destination gives no response in the case of calling by the automatic transmission using the above-mentioned data base, the time of no response is monitor and it is discriminated whether the time no response exceeds the above-mentioned response wait monitor time or not. When the time no response exceeds the above-mentioned response wait monitor time, calling stopped. Thus, the waiting time of the transmission operator in the automatic transmission is suppressed for each transmitting destination to an irreducible minimum.

Description

[Detailed description of the invention]

0001

[Industrial Application Field] The present invention relates to an automatic dialing system for telephone services used in a terminal section of a telephone network, etc., and in particular to an automatic dialing system for telephone services that is incorporated into a private branch exchange system and that automatically makes calls to customers, etc. This relates to an automatic call system.

0002

BACKGROUND OF THE INVENTION The private branch exchange system of a telephone network has diversified its service functions by interconnecting private branch exchanges (PBXs) and computer systems, and some of these service functions include telephone sales, telephone questionnaires, 2. Description of the Related Art For outgoing telephone services such as dunning services, automatic calling systems are known that automatically make calls to destinations, such as customers, using a database of destination telephone numbers built in advance in a computer system.

[0003] In this automatic dialing system, if there is no response for more than a certain period of time (response waiting monitoring time) from the start of the call, in other words, if the callee is not available, the destination (called party)
The call is canceled by disconnecting the line on the assumption that the person is absent, etc.

0004

[Problem to be Solved by the Invention] In the automatic calling system as described above, the response waiting monitoring time for determining that the destination is not available is fixed, and this response waiting monitoring time is different for each destination. Not individually configured. For this reason, in automatic dialing, the calling operator must wait for a preset response waiting monitoring time for a caller who does not answer, regardless of the caller's destination. In this case, the longer the response wait monitoring time, the longer the calling operator will have to wait for a caller who is not available, which will reduce the efficiency of telephone calling operations and the effective use time of the telephone line. On the other hand, if the answer wait monitoring time is shortened, the waiting time for the calling operator for a single call will be shortened, but in this case, even if the called party tries to answer, the line will be disconnected. As a result, the number of missed calls increases, which also reduces the efficiency of telephone outgoing operations and the effective utilization time of telephone lines.

The present invention was made by focusing on the above-mentioned problems in the conventional automatic dialing system for telephone business, and it minimizes the waiting time of the calling operator during automatic dialing, and improves the speed of telephone calls. The purpose of this invention is to provide an automatic dialing system for telephone services that can improve the efficiency of calling operations and the effective use time of telephone lines.

[0006]

[Means for Solving the Problem] According to the present invention, the above-mentioned object is to determine the response waiting monitoring time based on the average response waiting time of the destination, and to determine the response waiting monitoring time for each destination. Store in a database about the destination phone number,
When the called party does not answer in a call made automatically using the database, the missed call time is monitored, it is determined whether the missed call time exceeds the response wait monitoring time, and the missed call time is determined as the response wait time. This is achieved by an automatic calling system for telephone business, which is characterized by stopping the call when the waiting and monitoring time is exceeded.

[0007]

[Function] According to the automatic calling system for telephone business as described above, the response waiting monitoring time is individually set to an appropriate value for each destination based on the average response waiting time unique to each destination, and thereby the response waiting monitoring time is set to an appropriate value for each destination. The monitoring time is individually set to an appropriate value for each destination, and the waiting time of a calling operator during automatic calling is kept to the minimum necessary for each destination.

[0008]

DESCRIPTION OF THE PREFERRED EMBODIMENTS The present invention will be described in detail below with reference to the accompanying drawings.

FIG. 1 shows a telephone communication system including an automatic calling system for telephone services according to the present invention. In FIG. 1, reference numeral 1 indicates a digital private branch exchange, and a plurality of telephones 2 for outgoing telephone service are connected to the private branch exchange 1.

[0010] The computer 3 is connected to the private branch exchange 1 via the RS-
They are interconnected by a serial interface such as 232C. The computer 3 may be similar to a personal computer, and is connected to a hard disk unit 4 that stores a database as a file.

The private branch exchange 1 is connected to a public telephone network 5, and selectively connects telephones 2 within the premises to telephones 6 of a plurality of external customers via the public telephone network 5 by automatic dialing.

As illustrated in FIG. 2, the database of the hard disk unit 4 includes fields for customer number, name, address, and telephone number, as well as fields for the number of responses, average number of responses, response waiting monitoring time, and responses by time zone. It has a field for the number of times. The number of responses is incremented each time the destination, that is, the other party, responds without missing an answer.The average response waiting time is obtained by dividing the total response waiting time at the time of response by the number of responses, and the response waiting monitoring time is the average It is obtained by multiplying the response waiting time by a certain safety factor. That is, the average response waiting time is Wa, and the response waiting monitoring time M
Assuming that a, the response waiting monitoring time Ma is expressed by the following formula. Ma=k・
Wa However, k is a safety factor, and the safety factor k may be 1 or a larger value. In the database illustrated in FIG. 2, the safety factor is set to 1.2.

As shown in FIGS. 3 and 4, when making an automatic call to a certain customer, for example, customer A1, the computer 3 reads the data record of the customer from the database of the hard disk unit 4, and from there the telephone number and name are input. The process is started by creating an automatic transmission command including the response wait monitoring time (step 10), and transmitting this automatic transmission command to the private branch exchange 1 (step 20).
). When the computer 3 completes sending the automatic sending command to the private branch exchange 1, it enters a state of waiting for a response (step 30).

When the private branch exchange 1 receives an automatic call command from the computer 3 (step 100), it analyzes the automatic call command and sends a signal of its telephone number to the public telephone network 5 (step 110). After this, the private branch exchange 1 enters a response waiting state, and also sets a timer to start the response waiting monitoring time (step 120), and in this case transmits the telephone number signal to the public telephone network within the response waiting monitoring time. The recipient of the automatic call within 30 seconds after sending the message to
That is, it is determined whether there is a response from customer A1 (steps 130 and 140).

[0015] Within the response waiting monitoring time, the other party, that is, customer A.
1, private branch exchange 1 receives a response from customer A1.
6 is connected to the operator's telephone 2 in the premises (step 150). In this case, the private branch exchange 1 creates a response a including the current response waiting time and the telephone number, and sends it to the computer 3 (step 16).
0).

On the other hand, if there is no response from the other party within the response waiting monitoring time, that is, if the other party does not answer, the automatic calling operation is stopped by disconnecting the line (step 170), and a response including the non-answer information and the telephone number is sent. b is created and sent to the computer 3 (step 180).

When the computer 3 receives the response from the private branch exchange 1, it determines whether or not the received response is response a (step 40).
If so, increase the number of responses in customer A1's data record by one, recalculate the average response waiting time to include the current response waiting time, and adjust the response waiting monitoring time based on the recalculated average response waiting time. is updated, and the number of responses by time zone is updated based on the current response time, and the corresponding data record in the database of the hard disk unit 4 is overwritten.

[0018] As a result, the response waiting monitoring time in the database is updated to an appropriate value that is more suitable for each customer, with no excess or deficiency, based on past response records for each customer, and as a result, the calling operator's The waiting time is kept to the necessary minimum for each destination, and the efficiency of telephone outgoing work and the effective use time of telephone lines are improved.

Further, when the computer 3 makes an automatic call to a certain customer, it searches the database of the hard disk unit 4 for the number of responses by time period for the corresponding customer, and automatically makes the call during the time period when the number of responses is high. It looks like this. This reduces the probability of a customer not answering, and this also improves the efficiency of telephone outgoing operations and the effective use time of telephone lines.

[0020]

Effects of the Invention As can be understood from the above explanation, according to the automatic dialing system for telephone business according to the present invention, the response waiting monitoring time can be adjusted individually for each destination based on the average response waiting time unique to each destination. As a result, the response wait monitoring time is set individually to an appropriate value for each destination, and the waiting time of the calling operator during automatic dialing is kept to the minimum necessary for each destination. This improves the efficiency of telephone outgoing operations and the effective use of telephone lines.

[Brief explanation of drawings]

FIG. 1 is a system configuration diagram showing a telephone communication system including an automatic calling system for telephone services according to the present invention.

FIG. 2 is a diagram showing an example of the structure of a database used in the automatic calling system for telephone services according to the present invention.

FIG. 3 is a signal sequence diagram showing the exchange of signals between a private branch exchange and a computer during automatic dialing in the automatic dialing system for telephone services according to the present invention.

FIG. 4(A) is a control flow of a private branch exchange during automatic dialing in the automatic dialing system for telephone services according to the present invention. (B) is a computer control flow during automatic dialing in the automatic dialing system for telephone services according to the present invention.

[Explanation of symbols]

1 Private branch exchange 2 Telephones for outgoing telephone services 3 Computer 4 Hard disk unit 5 Public telephone network 6. Customer's phone

Claims (1)

[Claims] Claim 1: Determine the response waiting monitoring time based on the average response waiting time of the destination, store this response waiting monitoring time in a database regarding the telephone number of the destination for each destination, and automatically perform automatic processing using the database. When the destination is not answered in a call made by an outgoing call, the missed time is monitored, and it is determined whether the missed time exceeds the response wait monitoring time, and the missed time exceeds the response wait monitoring time. An automatic dialing system for telephone services that is characterized by sometimes canceling calls.