JPH0818678A - High-functional repeater exchange device - Google Patents

Abstract

PURPOSE:To provide a high-functional repeater exchange device capable of presenting the sophisticated telephone service such as a collect call and credit call in a short waiting time. CONSTITUTION:The repeater exchange device which specifies the connection destination to either an operator table 23 or automatic answering machine 24 according to the direction of a user is provided with a time measurement means which measures the connection waiting time to an operator table 23 of a call from a user and a connection destination change means capable of changing the connection destination of the call to the side of an automatic answering machine 24 when the waiting time measured by the time measurement means exceeds the prescribed time which is set in advance.

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention is equipped with an operator desk and an automatic answering device interlocked with a repeater exchange, and is capable of realizing an advanced telephone service which requires connection to the operator desk or the automatic answering device. Regarding the device.

[0002]

2. Description of the Related Art A conventional international repeater exchange device of this type has a configuration as shown in FIG. In the figure, 30
Is an international relay exchange, and a domestic telephone network 31 and a foreign telephone network 32 are connected to this exchange 30, respectively. The international relay exchange includes an operator console 33 and an automatic response device 34 in addition to the exchange 30. The operator console 33 and the automatic response device 34 provide various services (for example, collect call, credit call, etc.).
A database device 35 that stores data such as the personal identification number of the card is connected.

A call from the domestic telephone network 31 enters the international repeater exchange 30 and, based on the number dialed by the user,
It is distributed to either the operator console 33 or the automatic response device 34. The call connected to the operator desk 33 is processed by the operator, and the call connected to the automatic answering device 34 is processed through the automatic answering device with reference to the database device 35 for each designated service. When the operator console 33 is designated and all of them are blocked, waiting is performed in the international repeater exchange 30 until any of them is vacant.

[0004]

Generally, the number of operator desks 33 is limited to some extent in order to suppress the labor cost of the operator, and when many calls are concentrated on the operator desks, the waiting time is considerably long. turn into. As described above, whether to connect to the operator console 33 or the automatic response device 34 is determined by the dialed number, and this is fixedly determined. Even if the device 34 has a free space, it is impossible to change the connection while maintaining this call.

Therefore, the present invention provides a high-performance international relay exchange apparatus capable of providing advanced telephone services such as collect call and credit call with a short waiting time.

[0006]

According to the present invention, in the relay exchange apparatus capable of designating the connection destination to either the operator console or the automatic response apparatus in accordance with the instruction of the user, Time measuring means for measuring the waiting time for connecting a call to the operator desk, and if the waiting time measured by this time measuring means exceeds a predetermined time, the connection destination of the call is changed to the automatic response device side. Provided is a high-performance relay switching device including a connection destination changing unit that enables the operation.

When the call to the operator console is congested and the connection waiting time becomes too long, the action of the time measuring means causes
It becomes possible to change the connection destination of the call once connected to the operator desk to the automatic response device side. Therefore, the number of queues at the operator desk is reduced.

When the measured waiting time exceeds a predetermined time, the connection destination changing means asks the user whether he / she wants to change the connection destination of the call to the automatic response device side. It is preferable that the connection is changed only when it is confirmed.

Only the user who is aware that an automatic response device may be used if the waiting time is long, rather than changing all the connections when the measured waiting time exceeds a predetermined time. Is changed.

[0010]

Embodiments of the present invention will be described in detail below with reference to the drawings.

FIG. 2 is a block diagram schematically showing the structure of a high-performance international relay exchange apparatus according to an embodiment of the present invention.

In the figure, reference numeral 20 is an international relay exchange, to which a domestic telephone network 21 and a foreign telephone network 22 are connected. The international relay exchange device is provided with an operator desk 23 and an automatic answering device 24 in addition to the exchange 20, and the operator desk 23 and the automatic answering device 24 are provided for various services (for example, collect call, credit call, etc.). A database device 25 that stores data such as a personal identification number of the card is connected. The international relay exchange device further includes a connection destination changing device 26 that changes the connection destination of the call between the operator desk 23 and the automatic response device 24.

The operation of this embodiment will be described below with reference to the flow chart shown in FIG.

When a call is made from the domestic telephone network 21 side (step S10), the international repeater exchange 20 analyzes the number dialed by the user (step S11).
In this number analysis, the dialed number is the operator desk 2
It is determined by referring to the number conversion table whether the number 3 is designated or the automatic response device 24 is designated. When it is determined that the automatic response service is designated, the call is directly connected to the automatic response device 24 (step S19). When it is determined that the operator service has been designated, a connection instruction is given to the operator desk 23 (step S12), and then it is determined whether or not there is a free line at the operator desk (step S13). If there is a free operator desk, the operator is immediately connected (step S14). If there is no operator table available, the international transit exchange 20 waits until one of the table becomes available.

At the time of this waiting, the connection destination changing device 26
Measures the operator console connection waiting time (step S
15). Then, it is judged whether or not the measured connection waiting time exceeds a predetermined time (step S).
16). If it is determined that the predetermined time has not been exceeded, the process returns to step S11 and the above-described processing is repeated. When it is determined that the measured connection waiting time exceeds the predetermined time, the connection changing process is performed. That is, the connection destination changing device 26 acts on the international repeater exchange 20 and changes the connection destination of the call to the automatic response device 24 (step S18). Before or after changing the connection destination to the automatic response device 24, it is confirmed (by the automatic response device) to the user whether the service via the automatic response device has no problem (desired). It is desirable to carry out (step S1
7). If there is a problem (not desired), step S1
Returning to 1, the call is again waiting for connection to the operator console. If there is no problem (hope), automatic response device 24
The desired service is performed while referring to the contents of the database device 25 while being connected to the.

As described above, according to this embodiment, when the operator console 23 is congested and the connection waiting time becomes too long,
A call from a user who is aware that an automatic response service may be used is connected to the automatic response device. Therefore, not only is it convenient for the user who is transferred to the automatic response device, but also the number of queues for the operator service can be reduced. As a result, the waiting time for all users can be reduced.

The embodiments described above are merely illustrative of the present invention and are not restrictive, and the present invention can be implemented in various other modifications and alterations. Therefore, the scope of the present invention is defined only by the claims and their equivalents.

[0018]

As described above in detail, according to the present invention, in the relay exchange apparatus capable of designating the connection destination to either the operator desk or the automatic response apparatus according to the instruction of the user, Time measuring means for measuring the waiting time for connecting the call to the operator desk, and if the waiting time measured by this time measuring means exceeds a predetermined time, the connection destination of the call is set to the automatic response device side. Since it is equipped with a connection destination changing means that can be changed, not only can advanced call services such as collect call and credit call be provided with a short waiting time, but also a queue for receiving operator service. The number of people themselves can be reduced. As a result, the waiting time for all users can be reduced.

[Brief description of drawings]

FIG. 1 is a flowchart showing the operation of the embodiment of FIG.

FIG. 2 is a block diagram schematically showing the configuration of a high-performance international relay exchange apparatus according to an embodiment of the present invention.

FIG. 3 is a block diagram schematically showing a configuration of a conventional international relay exchange device.

[Explanation of symbols]

 20 International Relay Switch 21 Domestic Telephone Network 22 Foreign Telephone Network 23 Operator's Desk 24 Automatic Response Device 25 Database Device 26 Connection Change Device

Claims (2)

[Claims] 1. A relay switching device capable of designating a connection destination as either an operator console or an automatic response device according to a user's instruction, and measures a connection waiting time of a call from the user to the operator console. A time measuring means, and a connection destination changing means capable of changing the connection destination of the call to the automatic response device side when the waiting time measured by the time measuring means exceeds a predetermined time. A high-performance relay exchange apparatus characterized by comprising: 2. The connection destination changing means, if the measured waiting time exceeds a predetermined time, whether the user wants to change the connection destination of the call to the automatic response device side or not The device according to claim 1, wherein the device is configured to change the connection only when the confirmation is made.