JPH07327245A - Automatic terminating call distribution system - Google Patents

Abstract

PURPOSE:To suppress the occurrence of halfway abandonment of terminating calls waiting for a long time. CONSTITUTION:A management information system 90 detects the halfway abandonment times of halfway abandoned terminating calls and calculates the average time of halfway abandonment times from the start of acceptance service to the present time and holds it on a main storage 92. The management information system 90 monitors queuing calls; and if the waiting time of a queuing call exceeds the average time of halfway abandonment times, an overflow request is transmitted to a terminating call uniform distribution processing device 20 so that this queuing call is enqueued in another attendant board group set as the overflow destination besides the attendant board group where it is enqueued at present. The terminal call uniform distribution processing device 20 analyzes this request to enqueue this objective call in the attendant board group pre-liminarily determined as the overflow destination besides the attendant board group where it is first enqueued.

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an automatic private call exchange system having an automatic private branch exchange having an automatic incoming call distribution function and a management information system for managing statistical information of the automatic private branch exchange.

[0002]

2. Description of the Related Art In a conventional automatic even call distribution system for an automatic private branch exchange having an automatic incoming call distribution function, when a call arrives, a preset caller's route number and a reception board group number for reception are set. Depending on the correspondence relationship of, the reception group that puts the call in the waiting state is determined,
As soon as the receptionist becomes available in the reception desk group,
If the call is connected and answered by the callee used by the callee, and the call has been waiting and the time set in advance in the database information of the incoming call distributor has elapsed, multiple callees will be accepted. By using the overflow function to make the group wait, the response delay time was shortened and the abandonment on the way was suppressed.

Further, the management information system is used to confirm the occurrence status of midway abandonment and the occurrence status of incoming calls, and the number of reception desks is increased or decreased to cope with the change in the incoming status of calls.

Further, as disclosed in Japanese Patent Application Laid-Open No. 1-233948, the number of reception desks for receiving an incoming call is automatically increased / decreased, and the number of reception desks is changed according to the incoming call situation. The number was increased or decreased so that the delay time until the response did not increase.

[0005]

In such a conventional automatic incoming call distribution system, since the time until the start of overflow is determined, the overflow function is efficient when there is a change in the incoming call generation situation. There is a problem that it does not function properly, and in the method of increasing or decreasing the number of reception desks by moving the reception desk, etc., the treatment is complicated while checking the situation with the management information system, so the treatment is complicated and responds to fluctuations. There was a problem that efficient operation could not be achieved due to the appropriate distribution of reception desks.

Further, in the method disclosed in Japanese Patent Laid-Open No. 233948/1989, it is necessary to install a reception board on the assumption that the number of incoming calls is maximized. There was a problem that efficient operation could not be expected from the viewpoint of utilizing the reception desk.

An object of the present invention is to provide an automatic incoming call distribution system that suppresses the occurrence of midway abandonment of incoming calls.

[0008]

The automatic incoming call distribution system of the present invention detects the midway abandonment time of an incoming call from the information of the incoming call status and the acceptance status notified from the automatic incoming call equal distribution processing device, A means for holding the average time of the midway abandonment time in the main storage device of the management information system and the waiting time of the incoming call in the waiting state, and the automatic incoming call according to the average time of the midway abandonment time. A means for transmitting an overflow request to the even distribution processing device, and when the overflow request is received, the incoming call in the waiting state is set as an overflow destination in addition to the reception group currently waiting. There is a means to make a meeting in another reception desk group.

[0009]

[Function] An average time of abandonment times of incoming calls is calculated, overflow is requested according to the average time, and waiting of incoming calls in a waiting state is performed by a plurality of reception board groups. Occurrence is suppressed.

[0010]

Embodiments of the present invention will now be described with reference to the drawings. FIG. 1 is a schematic diagram of an automatic incoming call distribution system according to an embodiment of the present invention.

The incoming call distribution device 20 uses the database information 2
Data information for determining the destination (reception group) from the source (line group) of the incoming call, which is set by the maintenance terminal (not shown), or the caller from the public network 50 Data information and the like for determining the destination (reception board group) from the dialed number information of are stored.
In addition, data information that causes a call that has been waiting in the receiving party group of the incoming call destination for a certain time or more to overflow to a receiving board group different from the above receiving board group (waiting time setting until overflow and receiving board group of overflow destination) Settings) are stored.

When there is an incoming call on the lines 31 to 33 and 41 to 43 of the line groups 30 and 40 during the telephone reception work, the management information system 90 is notified through the communication control unit 23 of the incoming call equal distribution processing apparatus 20. To be done. In addition, the incoming call is accepted by the reception desks 61, 6 of the reception desk groups 60, 70, 80.
The information is also notified when the call is distributed and responded to 2, 71, 72, 81, 82 or when the incoming call is abandoned without being distributed.

In the analysis processing of the status notification such as call arrival, distribution, response, and abandonment received by the management information system 90 through the communication control unit 93, the midway abandonment time of the midway abandoned incoming call is detected, and the acceptance work is started. To the present time, the average time of the abandonment on the way is calculated and stored in the main memory 92.

The management information system 90 monitors a call in a waiting state, and if the elapsed time in the waiting state of the waiting call exceeds the average time of abandonment halfway, this waiting call (line group number and line (Identify by number) In addition to the reception desk group currently waiting, another reception desk group set as an overflow destination is also waiting,
The overflow request is transmitted to the incoming call equalization distribution processing device 20.

This request received through the communication control unit 23 of the incoming call equal distribution processing device 20 is analyzed by the basic unit 21, and the call for the target call is received in addition to the reception group which is waiting for the original call. , Let the waiting group in the predetermined overflow destination meet. If the average abandonment time is shorter than the preset waiting time until overflow, the waiting start time in multiple reception desk groups due to overflow will be shorter than the preset waiting time until overflow. .

As soon as any one of the plurality of waiting groups in the waiting group becomes idle, the call is distributed to the receiving station and the call is answered.

In this way, by detecting an incoming call that has been waiting for a long time from the management information system 90 and issuing an overflow request, the response delay time can be shortened and the occurrence of midway abandonment can be suppressed. .

[0018]

As described above, according to the present invention, the management information system monitors the waiting state of incoming calls, and the management information system issues an overflow request to the incoming call equalizer according to the average time of abandonment times. By making a meeting at multiple reception desk groups,
This is effective in suppressing the occurrence of abandonment of incoming calls.

[Brief description of drawings]

FIG. 1 is a schematic diagram of an automatic incoming call distribution system according to an embodiment of the present invention.

[Explanation of symbols]

 10 time division switch 20 incoming call even distribution processing device 21 incoming call even distribution processing device basic unit 22 incoming call even distribution processing device main memory 23 incoming call even distribution processing device communication control unit 24 incoming call even distribution processing device database information 30 line Group 31 lines 32 lines 33 lines 40 lines group 41 lines 42 lines 43 lines 50 public network 60 reception board group 61 reception board (receptionist) 62 reception board 70 reception board group 71 reception board (reception) 72 reception board 80 reception board Group 81 Reception board (receptionist) 82 Reception board 90 Management information system 91 Management information system basic section 92 Management information system main memory 93 Management information system communication control section 94 Management information system database information 95 Management information application control section 96 Management information system Display device 97 Management information system input device

Claims (2)

[Claims] 1. In an automatic incoming call distribution system comprising an automatic private branch exchange having an automatic incoming call distribution function and a management information system for managing statistical information of the automatic private branch exchange, an incoming call status notified from an automatic incoming call equal distribution processing device. A means for detecting the midway abandonment time of the incoming call from the information on the reception status and holding the average time of the midway abandonment time in the main memory of the management information system, and monitoring the waiting time of the incoming call in the waiting state. And a means for transmitting an overflow request to the automatic even call distribution processing unit according to the average time of the midway abandonment time, and when the overflow request is received, an incoming call in a waiting state is currently waited. In addition to the reception desk group that is performing An automatic incoming call distribution system having means for causing a call. 2. The overflow request is transmitted to the automatic incoming call distribution device when the waiting time of an incoming call in the waiting state exceeds the average time of the midway abandonment time. Automatic incoming call distribution system.