JPH0591552A - Telephone system - Google Patents

Abstract

PURPOSE:To simply and surely send an interception request from a reception clerk to a supervisor and to simplify and automate supervisor's operation for starting an interception function. CONSTITUTION:An enter key on an operator's extension telephone set 3 is provided with a function for outputting an interception (silent monitor) request signal to a private branch exchange (PBX) 1 and allowing a supervisor(SV) extension telephone set 5 to start silent monitoring processing. The PBX 1 receives the interception request signal from the telephone set 3, informs the output of the interception request from the telephone set 3 by means of an LCD display part of the telephone set 5 and sets up the system so that the contents of a call between the telephone set 3 outputting the interception request signal to the telephone set 5 and a line wire telephone set 100 through a telephone line 2a can be intercepted.

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a telephone system which is mainly used for reception services and has a private branch exchange having a so-called silent monitor function.

[0002]

2. Description of the Related Art Some telephone systems are equipped with a private branch exchange for reception services.

This exchange distributes incoming / outgoing calls of a plurality of telephones to a plurality of extension telephones for a receptionist (hereinafter referred to as an operator), and usually has a function called a silent monitor.

[0004] The silent monitor function is a private extension that allows a supervisor (also referred to as a supervisor) in such a private branch exchange to monitor the telephone reception work by using a specific extension of the telephone conversation between the other party and the operator. A function that can be intercepted from a telephone (hereinafter referred to as a supervisor's extension telephone).

This function is used, for example, when a threatening telephone call is received. That is, in such a case, the operator requests the supervisor not to notice the other party of the call, and causes the supervisor to intercept the call content by the silent monitor function.

[0006]

However, in the conventional telephone system, when the silent monitor function is used, since the silent monitor process is started by the operation of the supervisor, the receptionist person It is very annoying because it is necessary to raise the hand to the supervisor and request it from the supervisor by making some other operational arrangement, and the supervisor must supervise the request one by one. There's a problem.

Further, when a supervisor requests a silent monitor process, he must check the telephone number of the receptionist and perform a special operation for starting the silent monitor process. There is a problem that this operation is troublesome and that this operation takes time.

Therefore, the present invention has been made in view of such a problem, and enables a silent monitor from an operator to a supervisor, that is, a request for interception to be made simple and reliable, and a silent monitor of a supervisor. It is an object of the present invention to provide a telephone system capable of simplifying and automating an operation for starting processing.

[0009]

In order to achieve the above object, the present invention provides a telephone system having an interception means for intercepting the contents of a call between an operator extension telephone and an outside telephone by the supervisor extension telephone. An interception request signal output means for outputting an interception request signal for requesting interception of the call content to the extension telephone for supervisor, which is provided in the extension telephone for operator, and the interception request signal output from the interception request signal output means Receiving, when the interception means intercepts the call contents to the supervisor extension telephone, and when the interception control means intercepts the call contents to the supervisor extension telephone by the interception control means,
And a notification unit for notifying that the interception request signal is being output from the interception request signal output unit to the supervisor extension telephone.

[0010]

In the above configuration, the interception request signal output means provided in the extension telephone for operator outputs the interception request signal,
When the interception control means receives the interception request signal, the interception means causes the supervisor extension telephone to intercept the call contents. At that time, the notification means notifies the supervisor extension telephone that the interception request signal is output from the interception request signal output means.

[0011]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS An embodiment of a telephone system according to the present invention will be described below with reference to the drawings.

FIG. 1 shows the configuration of a telephone system according to the present invention. This telephone system includes a private branch exchange 1 for a reception telephone business, a public telephone network 2 and a plurality of telephone lines 2a.
A plurality of extension telephones 100, a plurality of operator extension telephones 3, a plurality of user extension telephones 4, a supervisor (SV) extension telephone 5 and a data terminal 6 are connected to each other.

The data terminal 5 is composed of a so-called personal computer or the like, and registers and sets a supervisor as described later.

FIG. 2 shows the configuration of the private branch exchange 1.
The private branch exchange 1 has a plurality of extension interfaces (extension i / n) connected to the respective extension telephones 3 to 5 respectively.
f) 11, a time division switch circuit (TDSW) 12, a plurality of line interfaces (line i / f) 13 respectively connected to a plurality of telephone lines 2a, a common trunk 14, a plurality of extension interfaces 11 and a time division switch circuit 1
Central processing unit for controlling 2 (hereinafter referred to as CPU)
16, a memory 15 composed of a RAM and a ROM connected to the CPU 16, and a terminal interface (terminal i / f) 17 for interfacing between the data terminal 6 and the CPU 16.
Is equipped with.

The extension interface 11 transmits and receives a digitized voice signal and a control data signal.

The time division switch circuit (TDSW) 12 is
A switching connection is made between the plurality of extension interfaces 11, the plurality of line interfaces 13 and the common trunk 14.

The line interface 13 is connected to the analog telephone line 2a and performs analog / digital conversion to be accommodated in the time division switch circuit 12.

The common trunk 14 generates a hold tone, a ring back tone, etc., and generates a signal commonly used by each extension telephone in the system, and has a conference trunk 14a as an intercepting means. There is.

The conference trunk 14a interrupts the SV extension telephone 5 into a call between the operator extension telephone 3 and the outside telephone 100 via the telephone line 2a, and sets the conference call mode in which the three parties can call each other. , The extension telephone 5 for SV to the extension telephone 10 during the call between the extension telephone 3 for operator and the extension telephone 100 through the telephone line 2a.
No voice is transmitted to 0, and the SV extension telephone 5 has a function of a silent monitor mode or the like in which the content of the call can be intercepted.

In the memory 15, the CPU 16 receives the help signal and the interception request signal from the operator extension telephone 3 described later, and displays the supervisor's dial number on the LCD display section of the supervisor extension telephone 5 described later. At the same time, a program set to execute silent monitor processing, which will be described later, as the interception control means, and a supervisor setting table (hereinafter, SV setting table) indicating correspondence between the operator and the supervisor set by the data terminal 6. Bull) 15a is stored.

FIG. 3 shows an example of the SV setting table 15a stored in the memory 15.

In this SV setting table 15a, the group to which each operator extension telephone set 3 belongs is divided into five groups number 1 to 5, and six supervisors of SV numbers 1 to 6 having different dial numbers are provided. Corresponding. For example, a supervisor of SV number 1 corresponds to a group of all operators 1 to 5, a supervisor of SV number 2 is a group of group numbers 1 and 2, and a supervisor of SV number 3 is silent. The monitor group is not supported.

FIG. 4 shows the configuration of the operator extension telephone set 3. The extension telephone 3 has a CPU 31, a memory 32, a key circuit 34, a liquid crystal display (LCD) driver 35, an extension interface (extension I / F) 36, and a voice interface (voice I / F) 37. It is connected via the internal bus 38. A function key 39 including a ten-key pad 38 and an enter key 39a is connected to the key circuit 34, an LCD display unit 40 is connected to the LCD driver 35, and a handset 41 is connected to the audio I / F 37.

In the operator extension telephone 3, the enter key 39a transmits a interception request signal to the private branch exchange 1 as an interception request signal output means to call the SV extension telephone 5 and start a silent monitor process. Is the key.

An extension I / F 36 is used to send and receive a digitized voice signal and a control data signal to and from the private branch exchange 1, which will be described later.
A program for controlling the operation of the PU 31 and data for control are stored, the handset 41 is for inputting / outputting a call voice, and the voice I / F 37 is a call voice input / output from the handset 41. Analog of /
It is for performing digital conversion and input / output switching.

The other extension telephones 4 for users and the extension telephones 5 for SV are the extension telephones 3 for operators.
However, only the functions of the help key and the enter key are different, and the other components are configured in substantially the same manner as the extension telephone set 3.

FIG. 5 shows the appearance of the extension telephone 3 for an operator. As shown in the figure, the telephone body 3a includes a numeric keypad 38, a function key 39, an LCD shown in FIG.
In addition to the display unit 40 and the handset 41, a one-touch dial key 42 and the like are provided.

In addition to the enter key (ENTER) 39a shown in FIG. 3, the function keys 39 include scroll keys (↑, ↓) 39b, 39c, and backspace key (B).
S) 39d, help key (HELP) 39e, etc. are provided.

Next, the operation of this apparatus will be described with reference to FIGS. 6 and 7.

FIG. 6A shows a state in which the operator's extension telephone 3 and the outside telephone 100 are busy. During a call, a call channel is formed between the operator extension telephone 3 and the outside telephone 100 via the private branch exchange 1, the telephone line 2a and the public telephone network 2 as indicated by a broken line a in the figure.

At this time, when the operator presses the help key 39e (see FIG. 5) of the telephone 3, a help signal is sent to the private branch exchange 1.

In the private branch exchange 1, the help signal from the operator extension telephone 3 transfers the guidance such as extension telephone numbers and processing procedures of a plurality of supervisors (supervisors) registered in advance, and these are sent to the operator extension. It is displayed on the LCD display unit 40 of the telephone 3 (see FIG. 7A). The supervisor's dial number displayed here is one of the dial numbers of the SV setting table 15a preset by the data terminal 6 as shown in FIG.

Next, the operator looks at the display on the LCD display section 40 and, as shown in FIG.
When a supervisor is selected by 39c, an arbitrary supervisor is confirmed and the enter key 39a is pressed, a broken line b is shown in FIG.
As shown by, an interception request signal is sent from the operator extension telephone 3 to the private branch exchange 1.

The private branch exchange 1 receives the interception request signal and executes a silent monitor process. First, as shown by a broken line c in FIG. 6 (b), a call signal is sent to the extension telephone 5 for supervisor to notify the supervisor. Call.

At this time, when the supervisor is idle and can make a call, the dial number "1222" of the operator's extension telephone or "" is displayed on the LCD display section 60 as a notification means of the supervisor's extension telephone 5. An instruction such as “Silent monitor request” is displayed (see FIG. 7B). In such a case, the LCD display section 40 of the operator extension telephone 3 displays an instruction such as "call supervisor (dial number 1234), waiting" (see FIG. 7C), and dial number. 1234
The operator's extension telephone 5 of "1" rings to notify the operator that the call is being made.

On the other hand, when the extension telephone 5 for supervisor with the dial number 1234 is busy (busy) and cannot make a call, the LCD display section 40 of the extension telephone 3 for operator shows "supervisor with dial number 1234". Is too busy to perform silent monitor processing, please select another supervisor ”(see FIG. 7 (d)). Here, the operator presses the scroll keys 39b and 39c to select another supervisor and recall it, or repeatedly calls until the first supervisor becomes idle.

Then, when the extension telephone 5 for supervisor of the dial number 1234 responds, that is, goes off hook by raising the handset or the like, the extension telephone 5 for supervisor is put into a silent monitor state via the conference trunk 14a. Then, as shown by broken lines d and e in FIG. 6C, the contents of both calls are transmitted to the supervisor's internal telephone 5 from the channel of the broken line a formed between the operator's internal telephone 3 and the external telephone 100. To be intercepted.

At this time, the LCD display section 60 of the supervisor extension telephone 5 displays an instruction such as "whether to have a further conference or pickup in the silent monitor" (FIG. 7).
(See (e)), an instruction such as "the supervisor of dial number 1234 is silently monitoring" is displayed on the operator extension telephone 3 (see FIG. 7 (f)). When the supervisor looks at the LCD display unit 60 of the extension telephone 5 and selects "conference", the three parties can talk with each other through the conference trunk 14a with the supervisor to the operator and the other party. When "pickup" is selected, the call between the operator and the other party is interrupted, that is, the call channel connecting the two is cut off, and the call connecting the supervisor's telephone 3 and the outside line telephone 100. A channel is formed,
Calls between the supervisor and the other party are possible. Incidentally, FIG.
In (e), "1.XXX" indicates that the first monitor mode is selected and is being monitored.

Therefore, according to the present system, the one-touch operation of the enter key 39a from the operator extension telephone side 3 can request the supervisor extension telephone 5 to perform a silent monitor, and the supervisor only takes the telephone 5 off-hook. Because it becomes a silent monitor state with a simple operation of
The operator can notify the supervisor of the interception request without interrupting the call or being noticed by the other party,
Moreover, the supervisor can easily intercept the call contents between the operator and the other party.

In the present embodiment, a plurality of operator extension telephones and a plurality of SV extension telephones are provided, and the LCD display section of the operator extension telephone displays the dial number of the SV extension telephone by pressing the help key. I explained that you can select the extension telephone for SV,
In the present invention, both of the telephones may be provided one by one, or only one SV extension telephone may be provided. When there is only one SV extension telephone, it is not necessary to display the dial number of the SV extension telephone on the LCD display of the operator extension telephone, and the SV extension telephone can be directly pressed by pressing the help key or the like. The call contents between the operator extension telephone and the outside telephone whose depressing the help key or the like may be intercepted. However, in this case, there is a possibility that the SV extension telephone set has already intercepted the call contents of another extension telephone set for an operator, so it is necessary to wait for the SV extension telephone set to become available. A control circuit, a program, or the like may be added.

[0041]

As described above, according to the present invention, the function of outputting the interception request signal for requesting the interception to the supervisor is added to the extension telephone for operator, and the interception request signal is output upon receiving the interception request signal. The content of the call between the operator's extension telephone and the external telephone set is intercepted by the supervisor's extension telephone, and the supervisor's extension telephone is notified that the interception request signal is output from the operator's extension telephone. Therefore, the operator can notify the supervisor of the interception request easily and reliably without interrupting the call or being noticed by the other party of the call, and for the supervisor, it is possible to simply off-hook the telephone. You can intercept the call contents.

[Brief description of drawings]

FIG. 1 is an explanatory diagram showing a connection of a telephone system according to the present invention.

FIG. 2 is a block diagram showing the configuration of a private branch exchange.

FIG. 3 is an explanatory diagram showing an example of a supervisor setting table stored in a memory of a private branch exchange.

FIG. 4 is a block diagram showing a configuration of an extension telephone for an operator.

FIG. 5 is a front view showing the appearance of an extension telephone for an operator.

6 (a) to 6 (c) are explanatory views showing the processing of the private branch exchange in each of the states during a call, during a silent monitor request, and during a silent monitor.

FIGS. 7A to 7F are explanatory views showing display examples on the LCD display unit of the operator extension telephone and the SV extension telephone, respectively.

[Explanation of symbols]

 1 Private branch exchange 2 Public telephone network 2a Telephone line 3 Extension telephone for operator 4 Extension telephone for user 5 Extension telephone for supervisor 6 Data terminal 14a Conference trunk (interception means) 16 CPU (interception control means) 39e Enter key (interception) Request signal output means) 60 LCD display (notification means)

Claims (1)

[Claims] 1. A telephone system provided with an intercepting means for intercepting the contents of a call between an operator extension telephone and an outside telephone by the supervisor extension telephone, which is provided in the operator extension telephone and is connected to the supervisor extension telephone. An interception request signal output means for outputting an interception request signal for requesting interception of the call content, and an interception request signal output from the interception request signal output means, and the interception means changes the conversation content to the supervisor extension. An interception request from the interception request signal output means to the supervisor extension telephone when the interception control means causes the telephone to intercept, and the interception means causes the supervisor extension telephone to intercept the call contents by the interception control means. A telephone system comprising: a notifying unit for notifying that a signal is being output.