JPH11112666A - Incoming call distribution system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide the incoming call distribution system that uniformly distributes incoming calls to reception terminals, housed in private branch exchanges distributed in plural areas. SOLUTION: A distribution control module 16 that controls a distribution module 13 to distribute incoming calls 14 from a subscriber terminal 71 to local automatic private branch exchanges 18a,...18n which are the destinations, is provided with a resource management database 17 that stores resource information of the automatic private branch exchange of each area, and distributes the incoming calls based on stored information of the resource management database 17. Furthermore, the automatic private branch exchanges of each area are provided with intra-division resource management databases 21a,...21n for storing their resource information and the incoming calls are distributed flexibly depending on a resource state at that point of time by reflecting the update, due to revision of line number and a reception terminal number of each area, while synchroning with the resource management database 17.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an incoming call distribution system for distributing incoming calls from subscribers, and more particularly to an incoming call distribution system for distributing incoming calls to private branch exchanges distributed in a plurality of regions. About.

[0002]

2. Description of the Related Art A conventional incoming call distribution system is, for example, a PABX (Private Automatic Branch) installed in an office.
ch Exchange: private branch exchange), incoming calls were sorted in the order of the terminal with the longest waiting time among the idle terminals of the operators in the office. However, paying attention to the sorted reception terminals, if it is recovered from a call with a long communication time and then another reception terminal recovers from a call with a short communication time, the former has a longer waiting time. Of incoming calls can be sorted out, which makes the calls unequal. Further, when the next incoming call is sorted in ascending order of the incoming call volume, there is a problem that the calls are concentrated on a specific reception terminal at a certain time.

Japanese Patent Laid-Open Publication No. Hei 7-336446 discloses an "electronic switching system for automatically distributing incoming calls". A database is provided in a PABX accommodating each reception terminal, and a past and present reception time are provided for each reception terminal. Is stored, and an incoming call queue is operated based on the stored information to automatically distribute incoming calls.

FIG. 7 shows the structure of a conventional electronic switching system for performing such automatic incoming call distribution.
The electronic switching system that performs the automatic incoming call distribution includes a subscriber terminal 71, a PABX 72 that receives an incoming call from the subscriber terminal 71 via the public network 73, and an incoming call from the subscriber terminal 71 that is distributed by the PABX 72. And a receiving terminal 74 as a destination. The PABX 72 is connected to a control unit 75 so that information in the database 76 can be registered and changed.

The database 76 includes, for each reception terminal 74, a past total reception time, a current reception time, a reception business time reference value and a waiting time reference value per unit time determined from a plurality of past incoming call examples. , The reception business time deviation value calculated from the reception time and the reference value is stored. Control unit 75
Generates an incoming call distribution queue of the accepting terminals based on the incoming call distribution judgment value calculated from the stored information for each accepting terminal 74. Each time there is an incoming call, the control unit 75 first sorts the incoming call to the reception terminal corresponding to the head of the incoming call distribution queue, and then, based on the stored information of the database 76 updated by the incoming call, Reconfigure the incoming call distribution queue to prepare for the next incoming call. By configuring the reception terminal queue in consideration of the reception business time and the waiting time in this way, the load of call processing for each reception terminal is equalized and the concentration of incoming calls to a specific reception terminal is reduced. Can be prevented.

[0006] For example, Japanese Patent Laid-Open No. 5-6810 discloses an "automatic incoming call distribution group membership number automatic setting system".
In the automatic incoming call distribution system using the invention of the fifth aspect, the incoming call can be sorted by the ID input operation or the like from the reception terminal in the past, but this can be automatically changed. It is about the system.
Such an automatic incoming call distribution system is a PBX (Privat
e Branch Exchange: Private branch exchange (ACD)
Call Distribution (automatic incoming call distribution) setting section. Also, the group configuration is reconfigured based on traffic information monitored by a traffic monitoring unit that collects traffic information for each line number and a prediction result from a statistical processing unit that performs an incoming call prediction based on past statistical data. Like that. By allocating incoming calls of the ACD based on the reconfigured group configuration, it becomes possible to flexibly cope with an increase in the number of incoming calls,
Service can be improved.

Further, for example, in an automatic incoming call distribution system using the invention of Japanese Patent Application Laid-Open No. 4-10846, which discloses a "system for distributing incoming calls at a switching desk", a correspondence table between calling subscriber numbers and control operator center numbers is provided. The incoming call is distributed by selecting a receiving terminal from the correspondence table and the dial number. Therefore, it is possible to provide a detailed service to the calling subscriber based on not only the dialing information of the subscriber but also the calling subscriber information sent from the subscriber exchange accommodating the subscriber.

[0008]

In such a conventional automatic incoming call distribution system, when the installation locations of reception terminals typified by call centers and the like are distributed among private branch exchanges in a plurality of regions, the distribution of reception terminals is equally distributed. Can not do.

An object of the present invention is to provide an incoming call distribution system for equally distributing incoming calls to reception terminals accommodated in private branch exchanges distributed in a plurality of areas.

[0010]

According to the first aspect of the present invention, a call is made between (a) a subscriber terminal for transmitting a call connection request as an incoming call via a public network, and (b) a call between the subscriber terminal and the subscriber terminal. And a plurality of private branch exchanges accommodating these exchange terminals and connecting a communication line with an exchange terminal corresponding to an incoming call from a subscriber terminal.
(D) Resource information based on the number of lines, the number of accommodating exchange terminals, and the operating status of the exchange terminals held by each of these private exchanges in order to connect the exchange terminals and the communication lines by incoming calls is provided for each of these private exchanges. First storage means for storing, and (e) incoming call distribution means for distributing an incoming call from the subscriber terminal to the private branch exchange based on the resource information of the private branch exchange stored in the first storage means. Are provided in the incoming call distribution system.

That is, according to the first aspect of the present invention, storage means for storing resource information based on the number of lines in each business office, the number of exchange terminals accommodated, and the operating status is provided, and a public network is stored based on the storage information in the storage means. Incoming calls originating from the subscriber terminal are distributed through the terminal. As a result, incoming calls can be distributed according to the processing capacity and the current operation status of the call of each business office to which the call is to be distributed, so that incoming calls can be efficiently transmitted to the exchange terminals distributed to a plurality of regions. Can be sorted out.

According to the second aspect of the present invention, (a) a subscriber terminal for transmitting an incoming connection request as an incoming call via a public network, and (b) a plurality of exchange terminals for communicating with the subscriber terminal. (C) a plurality of private branch exchanges accommodating these exchange terminals and connecting a communication line with the exchange terminal corresponding to an incoming call from the subscriber terminal; and (d) a communication line with the exchange terminal by the incoming call. First storage means for storing, for each of these private branch exchanges, the number of lines, the number of accommodated exchange terminals, and resource information based on the operation status of the exchange terminals for each of these private branch exchanges for performing the connection of E) a plurality of second storage means connected to each of the private branch exchanges for storing resource information for each of the private branch exchanges; and (f) the second case corresponding to each of the private branch exchanges and corresponding to the incoming call. Performs updating of the resource information stored in the unit, and a control means for updating the stored information of the first storage means on the basis of the updated resource information, (g)
The incoming call distribution system is provided with incoming call distribution means for distributing incoming calls from subscriber terminals to the private branch exchange based on the private branch exchange resource information stored in the first storage means.

[0013] That is, according to the second aspect of the present invention, there is provided first storage means for storing resource information based on the number of lines in each office, the number of exchange terminals accommodated, and the operating status, and based on the storage information of this storage means. Thus, incoming calls transmitted from subscriber terminals via the public network are distributed. Further, each office is provided with a second storage unit for storing the resource information of the premises, and the first storage unit updates the stored contents in synchronization with the second storage unit. This makes it possible to distribute incoming calls according to the processing capacity and the current operation status of the call of each business office to which the call is to be distributed, so that incoming calls can be efficiently transmitted to reception terminals dispersed in a plurality of regions. Can be sorted out. Furthermore, it is possible to flexibly cope with a case where the number of exchange terminals or the number of lines accommodated by the private branch exchange is changed at each business office, and it is possible to distribute incoming calls efficiently.

According to a third aspect of the present invention, in the terminating call distribution system according to the first or second aspect, the resource information includes the number of physical lines held by the private branch exchange, and a call during a call among the lines. It is characterized by the number of lines, the number of exchange terminals accommodated by the private branch exchange, the number of active exchanges among the number of exchange terminals, and an operation rate based on these information.

That is, according to the third aspect of the present invention, the number of physical lines held by the private branch exchange, the number of exchange terminals accommodated by the private branch exchange, the number of active lines at the time of distribution and the number of active exchange terminals are determined. Based on the received call.

According to a fourth aspect of the present invention, in the incoming call distribution system according to the first to third aspects, the incoming call distribution means operates the switching terminal based on the resource information stored in the first storage means. Is characterized in that incoming calls are distributed to the private branch exchange having the minimum value of.

That is, according to the fourth aspect of the present invention, the incoming call is distributed to the private branch exchange having the minimum operation rate of the exchange terminal. As a result, incoming calls can be distributed to the exchange terminals distributed over a plurality of regions so that the operation rates of the exchange terminals are equal.

According to a fifth aspect of the present invention, in the incoming call distribution system according to any one of the first to third aspects, the incoming call distribution means determines the number of available switch terminals based on the resource information stored in the first storage means. Is distributed to the private branch exchange having the largest number of private calls.

That is, according to the fifth aspect of the present invention, incoming calls are distributed to a private branch exchange in an area where the number of available exchange terminals is the largest. As a result, incoming calls can be distributed to the private branch exchange having the largest number of available exchange terminals among exchange terminals distributed to a plurality of regions, and real-time calls can be made to exchanges having free traffic. Can be processed.

[0020]

BEST MODE FOR CARRYING OUT THE INVENTION

[0021]

DESCRIPTION OF THE PREFERRED EMBODIMENTS The present invention will be described in detail below with reference to embodiments.

First Embodiment

FIG. 1 shows the configuration of the incoming call distribution system according to the first embodiment of the present invention. This incoming call distribution system includes a subscriber terminal 71, a distribution module 13 for receiving an incoming call 14 from the subscriber terminal 71 via the public network 73, and a business office to which the distribution module 13 distributes the incoming call 14. Reception system 15 _a ,
.., 15 _n . The distribution module 13 is C
A distribution control module 16 is connected via a TI (Computer Telephony Integration) interface, and based on information stored in a resource management database 17 connected to the distribution control module 16,
The distribution of the incoming call 14 is performed.

When a subscriber requests, for example, a survey to a call center, it is desirable to use the same telephone number irrespective of the area where the call center is located as a telephone number to be transmitted to the call center in order to improve service to the subscriber. Therefore distribution module 13 includes a receiving system 15 _a unified treated to each plant an incoming call 14 from the subscriber terminal 71 via the PSTN 73, ..., arranged to be distributed the call to 15 _n Have been.

The office reception system 15 _a ,..., 15
_{Since n} has the same configuration as that of accepting an incoming call and distributing it to the accepting terminal, the office accepting system _15a will be described below, and other office accepting systems 1 will be described.
Description of 5 _b ,..., 15 _n is omitted as appropriate.

The office reception system 15 _a receives the incoming call 14 distributed from the distribution module 13 by the P
And ABX18 _a, and a plurality of reception terminals 19 _a which is the destination of the distributed incoming call 14 from the PABX18 _a. PABX18 _a is connected to the central processing controller 20 _a via the CTI interface, based on the stored information of the central processing control unit 20 _a to a connected workplace resource management database 21 _a, the incoming call 1
4 is assigned.

The resource management database 17 is a high-speed PVC (Permanent Virtual Circuit) such as a frame relay.
uit: it fixed) in connection available network business-house resource management database 21 _a of each workplace, ..., 21 _n
And the tables are always synchronized.

The resource management database 17 sequentially collects information stored in each of the in-house resource management databases 21 _a ,..., 21 _n , and integrates the incoming call 14 from the subscriber terminal based on the collected information. It manages distribution.

FIG. 2 shows such a resource management database 17 and an in-house resource management database 21.
_a, ..., it is a representation for storing information of 21 _n. Storage contents 25 of this resource management database
Is information 27 _a ,
... are adapted to store a 27 _n, the private branch exchange overall information 28 about the resource situation allocation control module manages. The storage item 26 of the resource management database is “physical line number” P representing the number of physical lines.
_a ,..., P _n , P and the “number of busy lines” S _a ,.
_n, S and physical currently "the number of empty lines" representing the number of lines is empty state of the number of lines _{E a, ..., E n,} E
"Number of operators" representing the number of reception terminals 19
R _a, ..., and R _n, R, currently "operator operating speed" B _a represents the number of operators in a call out of the number of operators, ..., B _n, B and, free at the moment of the number of operators state "number operator free" representing the number of operators is _{I a, ..., I n,} I and, showing the operator of the operating rate calculated from the number of operators and operator operation number "operator operating rate" T _a, .., T _n , T.

The information stored in the resource status of the stored information 31 _a database for the resource management of the resource status of the contents stored in 29 _a in the database resources for the management offices A 27
_{In a} , the resource status storage information 31 _n of the content 29 _n of the resource management database in the office N is reflected in the resource status storage information 27 _n of the resource management database. Storage item 30 _n of the storage fields 30 _a and offices N in the resource management database of the business office A in a resource management database has the same items as storage items 26 of the resource management database.

In the incoming call distribution system having such a database, an outgoing call from the subscriber terminal 71 is transmitted to the public network 7.
3 and is collectively received by the distribution module 13 as an incoming call 14. The distribution module 13 receives the incoming call 1 from the distribution control module 16.
4 to which destination the call is to be received. The distribution control module 16 refers to the resource management database 17 in order to determine the destination, selects a business office with a vacant incoming line in the premises and the lowest operating rate of the operator, and selects the corresponding destination. To the distribution module 13. Upon receiving this notification, the distribution module 13 connects the incoming call to the PABX as the corresponding destination.

For example, PABX 18 in business establishment A_aShake
If they are separated, via the CTI interface
Central processing control unit 20 connected_aNotify incoming
And the reception terminal 19_aTo receive the connection destination
ing. Central processing control unit 20 _aIs an in-house resource
Management database 21_aSee this database
Operator operation rate based on stored information
Reception terminal 19 which is empty_aSelect one of
You. The selection result is likewise via the CTI interface
PABX18_aNotify. P that received this selection result
ABX18_aCorresponds to the incoming call terminal corresponding to the incoming call,
Reception terminal operator, such as displaying a lamp that prompts a response
Perform a notification operation.

FIG. 3 shows the contents of the selection process of the receiving terminal based on the information stored in the resource management database. When an incoming call is received by the distribution module 13 (step S301: Y), the distribution control module 16 sends the resource management database 17
Is calculated with reference to (step S302). Further, it refers to the “number of vacant lines” in the resource management database 17 corresponding to the calculated business office to check whether or not a call can be received. The number of free lines of the minimum rate of operation of this time is E _min. Since E _min is larger or smaller than zero, it is possible to determine whether there is a free line. If E _min > 0, an incoming call can be made. Otherwise, an incoming call cannot be made.

When an incoming call is not possible (step S303:
N) Then, again, the business office with the smaller value of the “operator operation rate” is calculated. When an incoming call is possible (step S30)
3: Y), an incoming call is made to the corresponding office (step S304). In response to the incoming call, the “number of busy lines” S _min corresponding to the office having the corresponding minimum operation rate is counted up (step S305) and the “operator number” B _min is counted up (step S306). The “operator operation rate” T _min is reset (step S307), and the resource management database 1 is set.
7 is updated. When the “number of operators” (R _a ,..., R _n ) changes depending on the traffic situation, the resource management database in each office is updated, and the resource management database 17 can be updated synchronously. It has become.

[0035] PABX18 _a while performing the connection processing for the incoming call, so as to monitor the response status of the receiving terminal 19 _a. When one of the reception terminal of the reception terminal 19 _a responds, and notifies the response result indicating which operator responds to the central processing controller 20 _a. For this notification, the central processing control unit 20 _a is adapted to update the information stored in the workplace resource management database 21 _a.

An in-house resource management database 21
_aIs the number of available operators among the storage items shown in FIG. 2,
Operator availability, number of busy lines and number of idle lines
Update eyes for incoming calls. In addition, the litho
Source management database 20 _a, ..., 20_nIntegrated management
These resource management databases 17
Notification of update results of database storage information
ing.

Further, PABX18 _a is not limited to when there is an incoming call, the central processing controller 20 _a even when the number of the reception terminal 109 has changed, it notifies the change in the number of the receiving terminal I can do it. The central processing control unit 20 _a is configured to update the information stored in the database 21 _a for an office resource management Correspondingly, also to the resource management database 17, so as to reflect the update result .

Next, the resource management database 1
7 and the update contents of the storage information of the in-house resource management database will be described.

FIG. 4 shows information stored in the resource management database and the resource management databases of the two offices for explaining the contents of such database updates. In order to simplify the explanation, the resource management database 41 stores the resource information about the business establishment A having 10 units of the “number of physical lines” and the business establishment B also having 20 units of the “number of physical lines”. Suppose The resource statuses of the office A and the office B are respectively 4 units and 12 units for the "line under call", 6 units and 8 units for the "free line number", and 8 units and 1 unit for the "number of operators".
Assume that two units, the “operator operation number” is 4 units and 7 units, the “operator vacancy number” is 4 units and 5 units, and the “operator operation rate” is 50% and 58%. Further, in the "whole" column of the resource management database 41, the total value of the items of the business establishment A and the business establishment B is calculated and stored similarly. As described above, the resource management database 41 updates the storage information of the resource management database 42 in the business establishment A and the database 43 for the resource management in the business establishment B in synchronization with each other.

First, the business establishment A having the smallest “operator operation rate” in the resource management database 41 is calculated in response to the incoming call of the distribution module. Next, the "number of vacant lines" of the office A is checked, and since this item is "6", it is determined that a call can be received. When the incoming call is connected to the establishment A, the stored information is marched based on the processing contents of FIG.

FIG. 5 shows the stored information as a result of updating the stored information in each database of FIG. 4 by an incoming call. This database indicates that the shaded portions are updated items. When the description is made based on the processing contents of FIG.
04) After that, the “busy line” of the corresponding business establishment A
In order to count up the S _min corresponding to the S _a "5"
Is updated (step S305). Similarly, the “operator operation number” B _min is updated from “4” to “5”, and the “operator operation rate” T _min is updated from “50%” to “62.5%”. "Number of idle lines" and "Number of idle lines"
Has been updated in sync with this. Further, the “whole” column of the resource management database 51 is also updated in synchronization with the same, and the resource management database 51 and the resource management databases 52 in the office A and the office B, 53 is updated to prepare for the distribution of the next incoming call.

As described above, in the incoming call distribution system of the first embodiment, the PABXs 18 _a ,.
18 _n includes a resource management database 17 for storing resource information indicating the number of these free lines Number of lines and the number of reception terminal having found the storage information of the resource management database 17 for incoming calls from a subscriber The incoming call is sorted based on the incoming call. Further PABX18 _a of each plant, ..., 18 workplace resource management database 21 _a to _n, ..., includes a 21 _n, storing information and resource management database 17 to which the distribution control module 16 of the incoming call is managed Are synchronized and integratedly managed. Further, when an incoming call is received, the business establishment having the smallest “operator operating rate” is selected with reference to the resource management database 17. As a result, even if the reception terminals are dispersed in a plurality of regions, efficient operator operation can be realized.

Second Embodiment

The second embodiment has the same configuration as the configuration of the incoming call distribution system of the first embodiment. Therefore, the second embodiment will be described with reference to FIG. 1 showing the configuration of the first embodiment, and the description of common components will be omitted as appropriate. The configuration of each database is the same as that of the first embodiment. Therefore, the second embodiment will be described with reference to FIG. 2 showing the configuration of the database of the first embodiment, and the description of the common components will be omitted as appropriate.

FIG. 6 shows the control contents of the distribution control module 16 which is a feature of the second embodiment. When an incoming call is received by the distribution module 13 (step S601: Y), the distribution control module 1
In step S602, referring to the resource management database 17, the office having the largest "number of available operators" is calculated (step S602). Further, it refers to the “number of vacant lines” in the resource management database 17 corresponding to the calculated business office to check whether or not a call can be received. The number of free lines of business establishments with the largest number of operators free of this time is E _max. Or because if it is seen this E _{ma x} and there is a free line at zero or larger or smaller than, the incoming if the E _max> 0 is possible and will, is the fact that impossible incoming call otherwise.

When an incoming call is not possible (step S603:
N) Next, the business office with the next largest value of “the number of available operators” is calculated again. When an incoming call is possible (step S60)
3: Y), an incoming call is made to the corresponding office (step S604). In response to this incoming call, the “number of busy lines” S _max corresponding to the office having the corresponding minimum operation rate is counted up (step S605), and the “operator number” B _max is counted up (step S606). The "operator operation rate" _Tmax is reset (step S607), and the resource management database 1 is set.
7 is updated. When the “number of operators” (R _a ,..., R _n ) changes depending on the traffic situation, the resource management database in each office is updated, and the resource management database 17 can be updated synchronously. It has become.

As described above, in the incoming call distribution system of the second embodiment, the PABXs 18 _a ,.
18 _n includes a resource management database 17 for storing resource information indicating the number of these free lines Number of lines and the number of reception terminal having found the storage information of the resource management database 17 for incoming calls from a subscriber The incoming call is sorted based on the incoming call. Further PABX18 _a of each plant, ..., 18 workplace resource management database 21 _a to _n, ..., includes a 21 _n, storing information and resource management database 17 to which the distribution control module 16 of the incoming call is managed Are synchronized and integratedly managed. Further, when an incoming call is received, the business office having the largest “number of available operators” is selected with reference to the resource management database 17. As a result, incoming calls can be distributed to offices with free traffic because the number of receiving terminals that are empty is the largest, so that it is possible to respond to real-time incoming calls while relieving traffic. Become.

[0048] In the first and second embodiments described above, the control module 16 distributing the distribution module 13, PABX18 _a of each plant, ..., 18 _n with the corresponding central processing control unit 20 _a, ..., 20 _The connection between _n is assumed to be connected by the CTI interface, but the effect of the present invention does not change regardless of this interface. In addition, the first
In the second embodiment, the resource management database 17
Is a high-speed PVC connection network such as a frame relay, which is connected to the in-house resource management databases 21 _a ,..., 21 _n in each office. If this network is a network for transmitting stored information, The effect of the present invention does not change.

[0049]

As described above, according to the first aspect of the present invention, a database for storing the number of lines and the number of reception terminals in each office and resource information based on the operation status of these reception terminals is provided. Since incoming calls from subscriber terminals are sorted based on stored information, incoming calls can be evenly and efficiently distributed to reception terminals dispersed in multiple regions according to the operation status of reception terminals. Will be able to do it.

According to the second aspect of the present invention, a database is provided for storing the number of lines in each business office, reception terminals, and resource information based on the operation status of these reception terminals. To sort incoming calls from subscriber terminals. Further, the private branch exchange is provided with a local database for storing the resource information of the premises, and the update of the stored information is synchronized with the former database. As a result, incoming calls can be evenly and efficiently distributed to reception terminals distributed in multiple regions according to the operation status of the reception terminals, and the number of reception terminals and the number of lines can be changed flexibly. And maintainability can be improved.

According to the third aspect of the present invention, incoming calls can be sorted based on the number of lines of the private branch exchange, the number of reception terminals held by the private branch exchange, and their operating status. In addition, the number of management items as a database can be reduced, and the distribution of incoming calls can be flexibly changed according to the application.

According to the fourth aspect of the present invention, the incoming call is sorted based on the operation rate of the receiving terminal from the database managing the resource status of each office. It is possible to effectively utilize the reception terminal and distribute the load to the reception terminals distributed according to the operation status of the call processing of the reception terminal.

Further, according to the fifth aspect of the present invention, incoming calls are distributed based on the number of available reception terminals from a database managing the resource status of each business office. In accordance with the number of vacant reception terminals, traffic is allocated to exchanges whose vacancies are vacant according to the number of vacant reception terminals, and relief of increased traffic and equalization of load can be achieved. .

[Brief description of the drawings]

FIG. 1 is a block diagram showing a configuration of a termination call distribution system according to a first embodiment of the present invention.

FIG. 2 is a table configuration diagram showing storage information of a resource management database and an in-house resource management database according to the first embodiment of the present invention.

FIG. 3 is a flowchart showing a process of updating storage information of a resource management database according to the first embodiment of the present invention.

FIG. 4 is a table configuration diagram showing storage information of each resource management database according to the first embodiment of the present invention.

FIG. 5 is a table configuration diagram showing updated storage information of each resource management database in the first embodiment of the present invention.

FIG. 6 is a flowchart showing a process of updating storage information of a resource management database according to a second embodiment of the present invention.

FIG. 7 is a block diagram showing an outline of a configuration of a conventional automatic incoming call distribution system.

[Explanation of symbols]

13 Distributing module 14 Incoming call 15a, ..., 15n Office reception system 16 Distributing control module 17 Resource management database 18a, ..., 18n, 72 Private branch exchange (PAB)
X) 19a, ..., 19n, 74 Reception terminal 20a, ..., 20n, 75 Central processing unit 21a, ..., 21n Business office resource management database 71 Subscriber terminal 73 Public network 76 Database

Claims (5)

[Claims] 1. A subscriber terminal for transmitting an incoming connection request as an incoming call via a public network, a plurality of exchange terminals for making a call with the subscriber terminal, and accommodating these exchange terminals. A plurality of private branch exchanges for connecting a communication line to an exchange terminal corresponding to an incoming call from a subscriber terminal; and lines held by each of these private exchanges for connecting the communication line to the exchange terminal by the incoming call. The first information storing resource information based on the number, the number of accommodated exchange terminals, and the operation status of the exchange terminals for each of these private branch exchanges.
Storage means, and incoming call distribution means for distributing an incoming call from the subscriber terminal to the private branch exchange based on the private branch exchange resource information stored in the first storage means. An incoming call distribution system. 2. A subscriber terminal for transmitting an incoming connection request as an incoming call via a public network, a plurality of exchange terminals for making a call with the subscriber terminal, and accommodating the exchange terminals. A plurality of private branch exchanges for connecting a communication line to an exchange terminal corresponding to an incoming call from a subscriber terminal; and lines held by each of these private exchanges for connecting the communication line to the exchange terminal by the incoming call. The first information storing resource information based on the number, the number of accommodated exchange terminals, and the operation status of the exchange terminals for each of these private branch exchanges.
A plurality of second storage means connected to each of the private branch exchanges and storing the resource information for each of the private branch exchanges; and a plurality of second storage means connected to each of the private branch exchanges and corresponding to the incoming call, Control means for updating the resource information stored in the second storage means, and updating the storage information in the first storage means based on the updated resource information; An incoming call distribution system, comprising: an incoming call distribution unit that distributes an incoming call from the subscriber terminal to the private branch exchange based on resource information of the private branch exchange. 3. The resource information includes: the number of physical lines held by the private branch exchange, the number of busy lines among the lines, the number of the exchange terminals accommodated by the private branch exchange, and 3. The incoming call distribution system according to claim 1 or 2, wherein the number of operating terminals out of the number of exchange terminals is an operating ratio based on the information. 4. The incoming call distributing means distributes the incoming call to a private branch exchange having a minimum operating rate of the exchange terminal based on the resource information stored in the first storage means. 4. The incoming call distribution system according to claim 1, wherein: 5. The incoming call distributing means distributes the incoming call to a private branch exchange having the largest number of free terminals of the exchange terminal based on the resource information stored in the first storage means. 4. The incoming call distribution system according to claim 1, wherein: