JPH06276299A - Private branch exchange - Google Patents

Abstract

PURPOSE:To immediately perform retrieval and switching processing for a reception table for which a receptionist is in charge who can perform reception work for an overflow call precisely when it occurs, by providing a data base representing a reception table group by which each reception can perform the reception work and adding the reception table for which the reception is in charge at present to the data base. CONSTITUTION:It is assumed that an incoming call occurs on a trunk line 43 when all the reception tables in the reception table group B are busy. A central control unit 2 retrieves an overflow destination reception table based on the list of the data base 4 corresponding to the occurrence of the incoming call. The central control unit 2 performs the exchange processing of the overflow call on the reception table in a free state by controlling a time division switch 1 based on the present using status of each reception table stored in a main memory device 3 corresponding to a retrieval result. In other words, the switching processing is performed on the reception table 10 in the reception table group A corresponding to the retrieval result, and when the information table is set in the free state, the call is connected to it, and it is received by the receptionist capable of performing the reception work in the reception table group B.

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a private branch exchange, and more particularly to a private branch exchange that overflows to a specific reception desk when an overflow call occurs in an automatic call distribution function.

[0002]

2. Description of the Related Art Generally, a private branch exchange having an automatic incoming call distribution (hereinafter referred to as ACD) function has a structure as shown in FIG. In the figure, 60 to 62 are reception desks, 2
0 to 22 are line circuits for connecting the reception boards 60 to 62, 3
0 to 33 are office line trunks connecting the office lines 40 to 43, 1 is a time division switch, 52 is a time division switch 1 and a central control unit for controlling the entire private branch exchange, and 53 is information necessary for exchange control. A main storage device 54 to be stored is a management information system for distributing incoming calls based on the usage status of each of the reception boards 60 to 62.

In particular, in order to evenly distribute an incoming call to a plurality of reception desks as an ACD function, and to specialize the incoming call service according to the call contents of the incoming call to improve the efficiency of the incoming call service,
A reception board group including a plurality of reception boards is assigned to each station line group, and in FIG.
1 is a reception board group X as a reception board 60 to 61, and station lines 42 to 43 are a reception board group Y as a reception board 6
2 are assigned respectively.

Here, in a private branch exchange having such an ACD function, when all the reception desks of a reception desk group are busy, an incoming call newly generated on a station line to which the reception desk group is assigned. Has been conventionally transferred to another reception desk, that is, overflowed. Especially, when the reception desk is group-managed,
The other group was designated as the overflow destination. That is, in FIG. 3, when the reception board group X is set as the overflow destination of the reception board group Y, when all the reception boards of the reception board group Y are in use, an incoming call is newly received from the station line 43. In this case, the incoming call, that is, the overflow call, is exchanged with the reception desk group X according to the setting contents, and is connected to any empty reception desk of the reception desk group X.

[0005]

Therefore, in such a conventional private branch exchange, since an overflow call is normally answered by a receptionist who is not in charge, there is a problem that the exchange work cannot be performed smoothly. there were. The present invention is intended to solve such a problem, and an object of the present invention is to provide a private branch exchange capable of performing appropriate switching operations even for overflow calls.

[0006]

In order to achieve such an object, a private branch exchange according to the present invention is a reception desk where each receptionist can perform reception work corresponding to an ID given to each receptionist in advance. A database showing a group of vehicles, and an additional writing means for additionally writing to the database information showing a receiving board currently in charge of a recipient having this ID in response to the input of the ID;
In response to the occurrence of an overflow call, a reception unit that is in charge of a receptionist who can accept the call is searched based on the database, and a control unit is provided for exchanging the call according to the search result.

[0007]

Therefore, in response to the occurrence of the overflow call, the database is searched for the ID of the receptionist who can accept the call and the reception desk that the receptionist is currently in charge of. Are exchanged to the reception desk that has been retrieved and output.

[0008]

DESCRIPTION OF THE PREFERRED EMBODIMENTS Next, the present invention will be described with reference to the drawings. FIG. 1 is a block diagram of a private branch exchange which is an embodiment of the present invention. In the above-mentioned drawings, those having the same function are given the same numbers. In FIG. 1, 1
0 to 12 are reception desks, each of which has a function of inputting its own ID prior to the person in charge. Reference numeral 2 is a central control device, 3 is a main storage device, 4 is a database in which a management information list 5 is stored, and the central control device 2 is a reception board in which the ID is input according to the ID input of the receptionist. The number is stored in the management information list 5 of the database 4.

FIG. 2 shows a management information list 5 in the database 4, 6 is an ID of each receptionist, 7 is reception desk group information that the receptionist can accept and perform, and 8 is the receptionist who is currently in charge. The respective reception desk numbers are shown. It should be noted that the management information list 5 stores in advance the information indicating the IDs of the respective recipients and the reception board groups which the recipients can receive.

Next, the operation of the present invention will be described with reference to FIGS. 1 and 2 in the case where an incoming call on the office line 43 overflows. As an ACD function, normally,
To 41, reception desks 10 to 11 as reception desk group A
However, the reception boards 12 are assigned to the station lines 42 to 43 as the reception board group B, and the reception board group in which each receptionist can perform the reception work is set based on the management information list 5 in FIG. Suppose

Now, it is assumed that an incoming call is generated on the office line 43 when all the reception boards of the reception board group B are busy. In response to this, the central control unit 2 searches the reception destination of the overflow destination of this call based on the list of the database 4 (see FIG. 2). That is, since the receiving board group corresponding to the central office line 43 is originally the receiving board group B, the receiving board group B can receive the receiving job by the receiving board group information 7 and the receiving board number 8 of the management information list 5. ,
Moreover, the ID not currently in charge of the reception desk group B is searched, and the reception desk number 8 currently in charge of the reception person is extracted.

In this case, in FIG. 2, the IDs of the recipients who can accept the group B work are "100" and "200".
Also, since the IDs of the recipients who are not in charge of the reception desk group B are “100” and “101”, the recipients having the ID “100” as the logical product of these are extracted and are in charge. The reception desk number "10" is output.

In response to this search result, the central control unit 2 controls the time divisional switch 1 based on the current use status of each reception board stored in the main storage unit 3 so that this overflow call can be made empty. Exchange processing to the reception desk. That is,
Incoming calls on office line 43 are treated as overflow calls,
Reception desk of reception desk group A according to the above-mentioned search result
If the ID is "10"
Those who have “0”, that is, those who can perform the reception work of the reception board group B, will be accepted. This allows
The overflow call will be answered by the reception desk of another reception desk group that is in charge of the receptionist who can perform appropriate reception work.

The above-mentioned reception boards 10 to 12 start their reception operation in response to the ID input of the person in charge, thereby preventing the trouble of the exchange connection process due to the forgetting of the ID input. It becomes possible to do. Further, in the above-described embodiment, as a method of setting the relationship information between the receptionist and the reception desk in charge of the receptionist, I
Although the case where the function of inputting D is provided has been described, a terminal device separate from the reception board may be provided as a means for inputting the relationship information between the reception person and the reception board. Further, in the above-described embodiment, the exchange process is performed on the empty reception desk in the search results, but the same effect can be obtained by connecting to the reception desk with a small response queue.

[0015]

As described above, according to the present invention, a database indicating a reception board group in which each receptionist can receive a job is provided, and the reception board which each receptionist is currently in charge of is added to the database. Therefore, when an overflow call occurs, it is possible to immediately search for a reception desk that is in charge of a receptionist who is capable of receiving an appropriate call for the call and perform an exchange process.
Therefore, in the private branch exchange having the ACD function, it is possible to perform the reception work which is no different from the normal even for the overflow call, and it is possible to reliably prevent the trouble and discomfort that the caller suffers due to the unfamiliarity of the reception work. It has a special effect.

[Brief description of drawings]

FIG. 1 is a block diagram of a private branch exchange according to an embodiment of the present invention.

FIG. 2 is a management information list stored in a database 5.

FIG. 3 is a block diagram of a conventional private branch exchange.

[Explanation of symbols]

 1 time division switch 2 central control device 3 main storage device 4 database 5 management information list 10-12 reception board 40-43 station line

Claims (1)

[Claims] 1. An automatic incoming call distribution function for evenly distributing incoming calls of a specific office line to a reception desk group consisting of a plurality of reception desks pre-registered, and all reception desks in the reception desk group talk. In the middle of the day, in a private branch exchange that overflows new incoming calls on the office line to which this reception desk group corresponds, each receptionist can perform reception work corresponding to the ID given to each receptionist in advance A database indicating a group of reception desks, a writing means for additionally writing, to the database, information indicating the reception desk currently in charge of the receptionist having this ID in response to the input of the ID, And a control means for searching the reception desk, which is in charge of a receptionist who can accept the call, based on the database and exchanging the call according to the search result. Private branch exchange to be.