JPH0730668A - Call incoming representative service system - Google Patents

Abstract

PURPOSE:To improve convenience by automatically terminating a call to other idle line when an extension user is absent at a telephone exchange. CONSTITUTION:Concerning the call incoming representative service system provided with a call incoming representative group memory 5 registering plural extensions constituting the same group and a terminal control memory 4 for detecting/setting a flag showing the states of extensions to terminate the call to other idle lines A and B belonging to the same group I as an extension C while referring to the memories 4 and 5 when a call is incoming to the extension C during arbitrary speaking inside the same group I, when no response is generated at the time of call incoming, the extension C is temporarily excluded from the group I to which the non-responding extension C belongs and as the state, the flag showing temporary absence is set to the memory 4 concerning the extension C. When the incoming of a call is requested to the extension C to which the flag showing temporary absence is set in the memory 4, the call is directly terminated to the idle line A or B belonging to a group I' except the extension C.

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an incoming call representative service system in a telephone exchange. In recent years, with the diversification of user needs and multifunctionalization of telephones, telephone exchanges offer various services to improve the convenience of telephone communication, and one of them is the call reception representative service. ing.

[0002] The incoming call representative service configures a group with a plurality of extensions, and when an incoming extension is received in any extension in the group, the incoming extension is called to another free extension belonging to the same group. It is a service that did.

However, although the incoming call representative service is a very useful service in order to improve the efficiency of business in a company, the needs of users are unavoidable and there is a demand for further improvement in convenience. ing.

[0004]

2. Description of the Related Art A conventional incoming call representative service is to make an incoming call to another extension belonging to the same group when the extension is busy as described above. However, the extension user answers the incoming call when the extension user is absent. If it is not possible, the incoming call representative service does not perform any special processing, and generally, it is handled by the response delay transfer service which is another service.

In the response delay transfer service, when an incoming call received at an extension for which no answer transfer is registered is unanswered for a certain period of time (no answer timing out), the incoming call is sent to another registered extension. It is a service that is transferred.

This will be described with reference to the flow chart shown in FIG. 6. First, while a certain extension is being called (ST
1) If a non-response timing is reached after waiting for a fixed time (predetermined), it is determined whether or not the transfer destination extension is registered (ST2).

When the transfer destination extension is registered in ST2 (Yes), it is judged whether or not the state of the transfer destination extension is "vacant" (ST3), and if it is "vacant" (ST3). In the case of Yes), the call of the one extension is stopped and the call is received at the transfer destination extension (ST4).

If the transfer destination extension is not registered in ST2 (No), or if the transfer destination extension is in a state other than "vacant" in ST3 (No), the extension of the one extension is directly used. Continue calling (ST
5).

[0009]

However, in order to use the response delay transfer service, the extension user needs to register his absence at each time. However, this procedure is complicated, and in particular, it is temporarily disconnected. In many cases, such as when seated, no out-of-office registration is performed, and in this case, there is a problem that a proxy response cannot be made to the incoming call.

[0010] Even when the absence registration is performed,
Waiting for a certain amount of time before transferring an incoming call,
There is also a problem that the caller is always kept waiting when an incoming call is frequently received to an extension whose absence is registered, and quick response cannot be provided.

The present invention has been made in view of the above circumstances, and an object of the present invention is to provide an incoming call request to an extension which is considered to be temporarily away by an extension user in a telephone exchange. If there is an incoming call, the incoming call is automatically sent to another vacant extension without any registration work, improving the convenience of the service and enabling a quick and reliable response to the incoming call. It is to provide a service system.

[0012]

The principle of the present invention shown in FIG. 1 will be described with reference to FIG. This telephone exchange includes a control unit (CPU) 1, a storage unit (MM) 2 and a communication path unit (NW).
3 is provided, and an extension (terminal) A,
A plurality of extensions including B, C, X and Z are accommodated. Further, the call path unit 3 is connected to another exchange that accommodates a plurality of extensions including the extensions Y and Z ′ via a trunk line trunk 6.

The storage unit 2 stores a program for performing processing such as exchange processing and necessary data, and is further assigned with a terminal control memory 4 and an incoming call representative group memory 5. In the terminal control memory 4, each extension A, B,
A flag corresponding to the state of the extension (“vacant”, “busy”, “calling”, etc.) corresponding to the accommodation position of C is detected and set.

In the incoming call representative group memory 5, a plurality of extensions forming the same group are registered in advance. In the figure, extensions A, B, and C form the same group I. The control unit 1 performs the following processing.

That is, when a call arrives at any extension (call extension C) in the same group, the terminal control memory 4 and the call reception representative group memory 5 are referred to and the extension C is grouped into the same group. The call is made to the other vacant extension A or B to which it belongs.

When a non-response is encountered when receiving a call (for example,
When an extension C arrives but the extension C does not respond and the caller abandons (disconnects) the call connection, the extension C is temporarily excluded from the group I of the incoming call representative group memory 5 to which the extension C belongs. Then, a group I '(consisting of extensions A and B) is configured and set in the incoming call representative group memory 5 in place of the group I, and the usage state of the extension C in the terminal control memory 4 corresponding to the extension C is set. As a flag, a flag indicating "temporary absence" (a flag indicating a state newly provided in the present invention) is set.

Then, "temporary absence" is stored in the terminal control memory 4.
When there is an incoming call request to the extension C for which the flag indicating is set, the extension C is not received, but the extension C or the free extension A or B belonging to the group I ′ is directly received.

In the above, when the call from the extension C for which the flag indicating "temporary absence" of the terminal control memory 4 is set is detected, the exclusion of the extension C from the group I is canceled. That is, the extension C is added to the group I ′ to reconfigure the group I, and the incoming representative group memory 5 is replaced with the group I ′ and reset. Then, the flag indicating "temporary absence" corresponding to the extension C in the terminal control memory 4 is released.

Further, in response to an incoming call request to the extension C for which a flag indicating "temporary absence" is set in the terminal control memory 4,
If no other extension A or B in the group I ′ to receive the call is available, the call is sent to the extension C to which the flag indicating “temporary absence” of the terminal control memory 4 is set.

In this case, when the extension C responds to an incoming call to the extension C for which the flag indicating "temporary absence" of the terminal control memory 4 is set, the extension C from the group I is received. Remove the exclusion. That is, the extension C is added to the group I ′ to reconfigure the group I, and the incoming representative group memory 5 is replaced with the group I ′ and reset. Then, the flag indicating "temporary absence" corresponding to the extension C in the terminal control memory 4 is released.

[0021]

In FIG. 1, when the extension A in the group I of the incoming call representative group memory 5 is in communication with the extension X and the extension B is "vacant", the extension C in the incoming call representative group I is shown.
When the user of the extension Z (caller) abandons (disconnects) the call connection when there is an incoming call from the extension Z and the responder of the extension C does not respond due to being away from the desk, etc., the control unit 1 detects this. Then, a flag indicating "temporary absence" is set in the terminal control memory 4 corresponding to the extension C.

Then, the extension C is excluded from the group I of the incoming call representative group memory 5, and a group I'composed of the extensions A and B is constructed and set in the incoming call representative group memory 5.

In this state, if the extension C receives an incoming call from the extension Z ', the control unit 1 refers to the terminal control memory 4 and recognizes that the extension C is "temporarily absent", and the incoming call representative group memory. Extensions A and B in Group I'of 5
The state is checked by referring to the terminal control memory 5, and if there is a free extension (extension B in this case), the free extension B is called. Therefore, as compared with the prior art in which the call is received at the extension C and is transferred to another extension when there is no response for a certain period of time, there is no waiting time so that the incoming call can be dealt with promptly. You can

Further, for example, the extension line B is the trunk line trunk 6
If all the extensions A and B in the group I ′ are in a call with the extension Y of another exchange through the control unit 1, the control unit 1 causes the extension C to receive the call.

When the user of the extension C is present and the user responds to the incoming call or makes a call by himself, the control section 1 assigns the extension C to the group I'of the incoming call representative group memory 5. Reconfigure Group I by adding
The flag is reset to the incoming call representative group memory 5 and the flag indicating "temporary absence" for the extension C of the terminal control memory 4 is cleared. As a result, the extension C is in a state where it can receive an incoming call, that is, a normal state.

According to the present invention, the extension user does not need to perform any registration work when he / she leaves the seat, and therefore the user does not feel bothered. If there is an incoming call request to the extension while away from the desk, the incoming call from the second time comes directly to another free extension in the same group without waiting for the second incoming call. Therefore, the incoming call can be dealt with promptly.

[0027]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS As an embodiment of the present invention, the processing by the control unit (CPU) 1 shown in FIG. 1 will be described below with reference to the flow charts shown in FIGS.

First, FIG. 2 shows an extension user (extension subscriber).
Shows a process (first incoming call process) when an incoming call arrives for the first time after being in a state of being unable to answer the incoming call, such as when the user is away from the desk.

That is, for example, when the user of extension Z abandons the call connection because the extension C is not responding while calling extension C from extension Z (ST1), the extension C is responded to. A flag indicating "temporary absence" is set in the terminal control memory 4 (ST2). Then, the extension C is excluded from the group I to which the extension C belongs in the incoming call representative group memory 5, that is, a group I'composed of the extensions A and B is formed, and this is defined as the incoming call representative group memory 5
It is set in place of the group I (ST3).

FIG. 3 shows a process (2) when there is an incoming call request to the extension after the process of FIG. 2 (first incoming call process).
Processing after the first time) is shown. That is, when an extension C requests a call from extension Z ′ of another exchange via the trunk trunk 6 (ST4), is the flag corresponding to the extension C in the terminal control memory 4 “temporary absent”? If it is "temporarily absent" (Yes), it is determined whether or not there is a "vacant" extension in the group I'of the incoming call representative group memory 5 (ST6). ),
If there is a "vacant" extension (Yes), call extension A or B in the incoming call representative group I '(ST
7).

In ST5, when the flag corresponding to the extension C in the terminal control memory 4 is other than "temporary absence" (N
or if there is no “vacant” extension in the group I ′ of the incoming call representative group memory 5 in ST6 (N)
If it is o), the extension C is called and the call is made (ST8).

By executing such a process, when the user of the extension C requests to receive an incoming call to the extension C while he / she is away, the extension C is temporarily absent by the first incoming call. Assuming that the incoming call from the second time is automatically directed to another free extension A or B belonging to the same group I without waiting time, it is possible to quickly respond to the incoming call. it can.

The process of FIG. 2 and FIG. 3 is performed when the user of the extension C does not respond to the first incoming call because the user of the extension C temporarily leaves his / her seat, but the user of the extension C is present. In case of, it is necessary to return to the normal state.

In this case, the user of the extension C can be made to execute a special procedure, but in the present embodiment, in order to avoid the complexity of the procedure, the restoration process as shown in FIG. 4 or FIG. I do.

FIG. 4 shows the processing when the user of the extension C who is temporarily absent makes a call. That is, when the user of the extension C who has temporarily left his / her seat becomes present and the user of the extension C makes a call (ST9), the flag set in the terminal control memory 4 for the extension C is set. (In this case, a flag indicating "temporary absence" is set) and a flag indicating "in use" is set (ST10).

Then, the extension C is incorporated into a group I'excluding the extension C from the group I to which the extension C belongs in the incoming call representative group memory 5, and the original group I is constructed. It is set in the incoming call representative group memory 5 in place of the group I '(ST11).

When the call is connected and the call is terminated (disconnected) according to the normal procedure, the flag set in the terminal control memory 4 for the extension C (in this case, "in use" is set according to the normal processing). The flag indicating "empty" is set instead of the flag indicating (ST) (ST
12).

As a result, the user of the extension C can be automatically returned to the normal state without any special procedure, and the subsequent incoming call to the extension C is made to the extension C according to the normal processing. become.

FIG. 5 shows a case in which there is no vacant extension in the incoming call representative group I'and the call arrives at the extension C, that is, in FIG.
This is a case where the processing of ST8 is executed, and the processing when the extension C responds to the incoming call.

That is, when the user of the extension C who has temporarily left his / her seat becomes present and the user of the extension C answers the call to the extension C by the process of ST8 in FIG. 3 (ST
13), instead of the flag set in the terminal control memory 4 for the extension C (in this case, the flag indicating "temporary absence" is set), the flag indicating "in use" is set (ST14). .

Then, the extension C is incorporated into a group I'excluding the extension C from the group I to which the extension C belongs in the incoming call representative group memory 5 to form the original group I. It is set in the incoming call representative group memory 5 in place of the group I '(ST15).

When the call is connected and the telephone call is terminated according to the normal procedure, the flag set in the terminal control memory 4 for the extension C (in this case, the flag indicating "in use") is set according to the normal processing. The flag indicating "empty" is set instead of (set) (ST16).

As a result, the user of the extension C can be automatically returned to the normal state without any special procedure, and the subsequent incoming call to the extension C is made to the extension C according to the normal processing. become.

[0044]

As described above, according to the present invention, when an extension user temporarily receives an incoming call request for an extension which is recognized to be absent, the extension is automatically sent to another free extension belonging to the same group. Since the incoming call is automatically made, it is possible to quickly and surely deal with the incoming call without bothering the extension user.

Further, when the extension user is present, the normal state can be automatically restored without any registration work, which is very convenient.

[Brief description of drawings]

FIG. 1 is a diagram for explaining the principle of the present invention.

FIG. 2 is a flowchart showing a process of the embodiment of the present invention, showing a process when a first incoming call is made to an extension which is temporarily absent.

FIG. 3 is a flowchart showing the processing of the embodiment of the present invention, showing the processing when there is a second or subsequent incoming call request to the extension which is temporarily absent.

FIG. 4 is a flowchart showing a process of the embodiment of the present invention, showing a return process when a call is made from an extension which is temporarily absent.

FIG. 5 is a flowchart showing the processing of the embodiment of the present invention, showing the returning processing when a call is received to the extension which is temporarily absent.

FIG. 6 is a flowchart showing conventional processing.

[Explanation of symbols]

 1 control unit 2 storage unit 3 speech path unit 4 terminal control memory 5 incoming representative group memory 6 trunk trunk A, B, C, X, Y, Z, Z'extension I, I'incoming representative group

Claims (4)

[Claims] 1. An incoming call representative group memory (5) in which a plurality of extensions forming the same group are registered, and a terminal control memory (4) in which a flag indicating the state of the extension is detected and set, and the same group ( When a call arrives at any extension (C) during a call in (I), the same group (I) as the extension (C) is referred to by referring to the terminal control memory (4) and the incoming call representative group memory (5). ), In the case of a call reception representative service method in which an incoming call is made to another free extension (A, B), if an unanswered call is encountered at the time of incoming call, the unanswered extension (C)
The extension (C) is temporarily excluded from the group (I) to which it belongs, and the terminal control memory (4) corresponding to the extension (C)
In that state, a flag indicating temporary absence is set, and if there is an incoming call request to the extension (C) for which the flag indicating temporary absence is set in the terminal control memory (4), the extension (C)
The incoming call representative service method is characterized in that the call is directly made to an available extension (A, B) belonging to the group (I ') excluding the call. 2. The incoming call representative service system according to claim 1, wherein when a call from an extension (C) for which a flag indicating temporary absence is set in the terminal control memory (4) is detected, Extension
Remove the exclusion of (C) from the group (I),
An incoming call representative service system characterized in that a flag indicating temporary absence corresponding to the extension (C) of the terminal control memory (4) is released. 3. The incoming call representative service system according to claim 1, wherein an incoming request to an extension (C) for which a flag indicating temporary absence is set in the terminal control memory (4) should be received. If none of the extensions (A, B) of the terminal are available, the extension (C) with the flag indicating the temporary absence of the terminal control memory (4) is set to be received. Incoming call representative service method. 4. The incoming call representative service system according to claim 3, wherein the extension (C) is received for an incoming call to the extension (C) for which a flag indicating temporary absence is set in the terminal control memory (4). When a response is made, the exclusion of the extension (C) from the group (I) is canceled and the flag indicating the temporary absence corresponding to the extension (C) of the terminal control memory (4) is canceled. Incoming call representative service method characterized by