JPH11168562A - Telephone exchange provided with electronic mail device and voice automatic recording method using the device - Google Patents

Abstract

PROBLEM TO BE SOLVED: To improve the service performance to callers and customers or the like by relieving the operation load of a receptionist attended with recording and transfer operation so as to reduce the operation time in the case of recording a voice to the voice mail device. SOLUTION: When a telephone exchange detects it that a telephone set 14 replies an incoming call from a trunk line, the exchange acquires and starts the electronic mail device 18 and sends designation information denoting the telephone set 14 and recording start information making a recording start request to the electronic mail device 18 and instructs recording to the electronic mail device 18 so that the electronic mail device 18 records voice information obtained from a channel switch 13 in cross reference with the telephone set 14. Then a 3-party speech trunk 17 connects three parties of the telephone set 14, the trunk line and the electronic mail device 18, and records a speech voice between the telephone set 14 and the trunk line to a mail box of the electronic mail device 18 corresponding to the telephone set 14.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a telephone exchange provided with an electronic mail device, and more particularly to a telephone exchange provided with an electronic mail device for automatically recording a voice during a call and using the device. It relates to an automatic voice recording method.

[0002]

2. Description of the Related Art Banks, securities companies, insurance companies, and the like have departments specializing in diplomacy, and diplomats who belong to those departments do not attend the Sino-Japanese companies and often travel around customers. . For this reason, when a customer or the like calls the company for any inquiries such as sales, contracts, etc., there are very many cases where the intended salesperson is absent. For this reason, conventionally, a telephone exchange system in which a telephone exchange device and a voice mail device are connected to each other is used to first record (register) the contents of a call answered by a telephone acceptor in his / her own mailbox, and if necessary, The message was forwarded to the mailbox of the responsible agent.

[0003]

However, the above prior art has the following disadvantages.

[0004] That is, when the receptionist responds to the office line and it becomes necessary to record, the receptionist temporarily suspends the office line, calls the voice mail device, and starts the recording operation to his / her mailbox. After that, the receptionist, the office line and the box mail device are brought into a three-party connection state. In addition to the complicated operations described above, the load on the receptionist becomes heavy, and furthermore, after listening to the hold tone until the customer enters the three-party connection state, the receptionist responds again, so the diplomat is using the absence May be suspicious. In addition, since the voice mail device generally operates by the PB dial operation of the operator, recording and
Operations such as playback, deletion, transfer, etc. are complicated.Furthermore, when the receptionist performs callback transfer or hold of the office line, the receptionist recognizes the state of the communication path and voice mail connection terminal of the telephone exchange. The operation to be performed was very complicated.

As described above, in the conventional voice recording system in which a voice mail apparatus is connected to a telephone exchange, a service for keeping a customer waiting due to a load on a receptionist accompanying recording and transfer operations. And there are drawbacks such as giving customers distrust.

SUMMARY OF THE INVENTION An object of the present invention is to provide a telephone exchange provided with an e-mail device having excellent operability, which eliminates the above-mentioned drawbacks, and an automatic voice recording method using the device.

[0007]

SUMMARY OF THE INVENTION The present invention relates to a plurality of telephones including at least one telephone having a response means for responding to an incoming call to an office line, and a telephone call corresponding to one of the plurality of telephones. Telephone exchange by connecting a speech path switch with an e-mail device having a recording function of recording voice information as voice information and a transfer function of recording voice information recorded corresponding to an arbitrary telephone to another telephone. An automatic voice recording method using a device, wherein when detecting that one of the telephones has responded to an incoming call from an office line, the device captures the e-mail device, activates the e-mail device, and responds to the activation. When a response is detected, the designated information indicating the telephone that has responded to the incoming call from the office line and the recording start information for making a recording start request to record audio information in association with the telephone are added to the previous information. A recording instruction is sent to an e-mail device, and the e-mail device is instructed to record audio information obtained from the communication path switch in correspondence with a telephone responding to an incoming call from the office line. The telephone responding to the incoming call from the central office, the telephone line and the e-mail device are connected in a three-way call, and the electronic mail device is associated with the telephone responding to the incoming call from the central line. The telephone call responding to the incoming call of the telephone line and the telephone conversation voice of the telephone line are recorded.

The present invention is also directed to a plurality of telephones including at least one telephone having a response means for responding to an incoming call to an office line, and recording a call voice as voice information in correspondence with any of the plurality of telephones. A telephone line switch accommodating an electronic mail device to be connected, a telephone line trunk accommodated in the telephone line switch and connecting a central office line, and a telephone line trunk contained in the telephone line switch and making a three-way telephone connection. Upon detecting an incoming call to the call trunk and the line trunk,
An incoming call control means for displaying an incoming call on the telephone having the response means, and a communication path between the office trunk and the telephone when the telephone having the response means recognizes that the telephone has responded to the incoming call to the office trunk. Means for activating the e-mail device and detecting a response to the activation from the e-mail device when the response to the activation is detected from the e-mail device. Sending to a mail device, making a recording start request to record voice information in correspondence with the telephone having the response means, and the telephone having the response means, the office line, and each of the electronic mail device and the A communication path is set up between the three-way call trunk and a telephone call between the telephone having the answering means and the office line is sent to the electronic mail device. Means for controlling the connection switching of the communication path switch so as to send out the voice message. The e-mail apparatus is adapted to correspond to the telephone having the response means, and the voice of the telephone between the telephone having the response means and the office line is transmitted. It is characterized by recording.

[0009]

When the telephone exchange detects that the callee has answered the office line, it automatically calls the e-mail device. When the response of the electronic mail device is detected, the mailbox number and the recording start code of the reception telephone are automatically transmitted as the PB number. At the end of the transmission, the receiver, the office line, and the e-mail device are placed in a three-party connection state, and the contents of the call are recorded on the e-mail device. When the call ends, the receptionist performs a line disconnection operation to establish a two-way connection between the receptionist and the e-mail device,
If there is a comment, additional recording is performed, and a one-touch button provided on the reception telephone is pressed to transmit a recording end code, a transfer destination mailbox number, and a transfer code as a PB signal. The recorded contents are transferred from the mailbox of the reception telephone to the transfer destination mailbox in the electronic mail device. When the receptionist goes on-hook, the telephone exchange automatically sends a use end code to the electronic mail device as a PB signal.
The e-mail device goes on-hook and the answering of one call ends.

[0010] By the above operation, the receptionist increases the number of one-touch operations for transferring the operation of disconnecting only the office line after the end of the telephone call to the intended agent in addition to the ordinary office line response operation. Thus, the contents of the call can be transferred without being aware of the complicated operation of the e-mail device. The agent can access the electronic mail device from outside via his / her telephone or a dial-in office line, and can freely listen to the recorded contents transferred to his / her mailbox anytime and anywhere.

[0011]

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

First, FIG. 2 is a diagram schematically showing an operation surface of a reception telephone used in the present embodiment.
4 is a handset 21 and buttons provided for office lines.
A lamp group 22, a button group 23 for automatically transmitting a destination mailbox number and a control code, various function button groups 24, a lamp 25 for displaying a state of the electronic mail device, and a dial key 26 And Next, FIG. 1 is a functional block diagram of an automatic telephone exchange system that realizes the present embodiment. A plurality of lines of the reception telephone 14, the transfer destination telephone 15, and the e-mail device 18 are connected to the communication path switch 13, and the central office trunk 16 and the three-way communication trunk (CFT) 17 are also connected to the communication path switch 1.
3 housed. These are the CPU 10 of the exchange device.
Are controlled by executing the instructions stored in the MEM 11 via the bus 12 in the order described. The control of the button / lamp group provided in the reception telephone 14 is executed by transmitting and receiving a control signal to and from the CPU 10 through a data line (not shown). The description is omitted because there is no change.

The mailbox number registered in the electronic mail device 18 is made to match the extension number accommodated in the exchange. The plurality of lines to which the e-mail device 18 is connected are assumed to form an extension representative.

In this embodiment, the reception telephone 1
4. The extension numbers of the transfer destination telephone 15 and the electronic mail device 18 will be described as 201, 301 and 401, respectively.

Here, an operation example of the electronic mail device 18 used in the present embodiment by a PB signal will be described with reference to FIG.

The operation of the electronic mail device 18 is started by inputting the “mail service code” + “#”, and then the target mail box number is input. Next, 'recording start code' + '#' is input to start recording. If you do not need to save the recording, use the 'record erasure code' +
Enter '*'. To save, enter 'Recording end code' + '#'. Here, if it is necessary to transfer the recorded contents to another mailbox, then the “transfer destination mailbox number” + “transfer code” +
Enter '#'. Lastly, when the "target mailbox use end code" + "*" and the "use end code" + "*" of the e-mail device itself are input, a series of operations are terminated and restored.

Next, in the automatic telephone exchange system shown in FIG. 1, the receiving telephone 14 responds to the incoming call on the local line, and transmits the contents of the call, for example, the contents of the call "A" to the mail of the transfer destination telephone 15. The process of the CPU 10 when performing the operation up to the transfer to the box 301 will be described with reference to the state transition diagram shown in FIG. 3 and the control sequence diagram shown in FIG. In the state transition diagram shown in FIG. 3, the reception telephone is represented by the symbol T, the electronic mail device is represented by the symbol M, and the office line trunk is represented by the symbol COT.

First, when a call from an outside line arrives at the line trunk 16 (FIG. 3, state 1), the CPU 10 detects this and blinks the line-corresponding lamp 22-2 of the reception telephone 14. When the acceptor presses the office line button 22-1 corresponding to the incoming call and responds, the CPU 10 executes the task 301, closes the communication path between the reception telephone 14 and the office line trunk 16, and sets the office line. The corresponding lamp 22-2 is ignited to display during a call. Further, the CPU 10 selects an empty connection terminal of the electronic mail device 18, transmits a call signal IR, and waits for a response (FIG. 3, state 2). When the email device responds, C
The PU 10 causes the task 304 to be executed, and sends out the 'mail service code' + '#', the mailbox number '201' of the receiving telephone, and the 'recording start code' + '#' to the e-mail device continuously ( 3, state 3, FIG. 6,
601). If the e-mail device can record in the box number 201, the e-mail device sends an audible signal sound indicating the fact to the exchange device, and the receptionist knows that the recording is enabled by listening to this. Further, in the task 301 from the state 1, if the CFT can be captured and the e-mail device has a vacant terminal, the lamp 10
5 blinks, and when the transmission of the PB signal is completed in state 3, the ignition is displayed to inform the receiver that recording is possible. If the CFT cannot be captured or if there is no empty terminal of the e-mail device, the CPU 10 executes the task 302, and simply sets the receiving telephone to the telephone line (state 7 in FIG. 3). Notifying the receptionist that recording is not possible by leaving it extinguished,
Capture notes and other records. Also, in the state 2, even when the e-mail device does not respond to the call, the CPU 10 executes the task 303 to set the state similarly.

When the transmission of all the PB signals is completed in the state 3, the CPU 10 executes the task 305 to connect the receiving telephone, the office line, and the electronic mail device to each other via the CFT (FIG. 3, state 4). ). In this state, the contents of the call between the reception telephone and the office line are recorded in the mailbox number 201 of the electronic mail device 18. The receptionist announces that the responsible agent is absent, and listens on behalf of the agent. Upon the end of the call, the receptionist changes the office line disconnection button 24-
Press 1. The CPU 10 executes the task 306 to release the line and establish a two-way connection between the reception telephone and the e-mail device (FIG. 3, state 5). The receptionist, if there is any matter to be addressed to the staff member in charge, makes additional recording as it is and presses, for example, the BOX1 button 23-1 of the reception telephone. The CPU 10 causes the task 307 to be executed in the state 5, and successively sends out the 'recording end code' + '#', the transfer destination mailbox number '301', and the 'transfer code' + '#' (602 in FIG. 6). ). Email device 18
Internally, as shown in FIG.
The content “A” recorded in No. 1 is the mailbox number 30
Transferred to 1. In this state, when the receptionist goes on-hook, the CPU 10 executes the task 308, releases the reception telephone to an empty state, and transitions to state 6 to release the e-mail device. Code '+' * 'and' Mail device use end code '+
'*' Is sent (FIG. 6, 603).

On the other hand, the e-mail device 18 receives this and opens the communication path. When detecting that the communication path has been opened, the CPU 10 executes the task 309 and releases the electronic mail device 18 to make it empty.

When the receiving telephone goes on-hook without performing the line disconnection operation in the three-party connection state (state 4 in FIG. 3), the CPU 10 executes the task 310, and the e-mail device 'Recording end code' +
'#', 'Mailbox use end code' + '*',
And the "mail device use end code" + "*" is automatically and continuously transmitted (not shown in FIG. 6), and the recorded contents are stored, and operations such as transfer and deletion are collectively performed later. It is also possible to do. Also, the state transits to the two-party connection state (state 5 in FIG. 3), and if the contents do not need to be transferred, pressing the erase button 24-2 of the reception telephone sets the CPU.
10 causes task 311 to be executed and the “recording erase code”
+ '*', 'Mailbox use end code' +
'*' And 'Mail device use end code' + '*'
To automatically release the e-mail device.

By the way, at the same time as the receptionist responds to the office line, the CPU 10 automatically captures the e-mail device and puts it in a recordable state. In this case, it is only necessary to perform callback transfer of the office line to the responsible agent, but at this time, since there is no need to make a recording, the CPU 10 automatically releases the electronic mail device 18.

Next, the process of the CPU 10 in this case will be described with reference to a state transition diagram shown in FIG. 4 and a control sequence diagram shown in FIG.

When the callback button 24-3 of the reception telephone is pressed in the three-party connection state (state 4 in FIG. 4), the CPU
10, the task 401 is executed, the receiving telephone is set to a state of listening to the second dial tone (FIG. 4, state 8), and the electronic mail device 18 is set to a state of erasing the recording (FIG. 4, state 9).
Transition to. Then, the CPU 10 successively sends the “recording deletion code” + “*”, the “mailbox use end code” + “*”, and the “mail device use end code” + “*” to the electronic mail device 18 ( 7 and 70
1). On the other hand, the e-mail device 18 receives this and opens the communication path. When detecting that the mail device 18 has opened the communication channel, the CPU 10 executes the task 402 to release the electronic mail device 18.

When the other party's business requires the receptionist's own investigation, it is necessary to temporarily hold the office line, but the recording state must be maintained. The process of the CPU 10 at this time will be described with reference to a state transition diagram shown in FIG. 5 and a control sequence diagram shown in FIG.

When the hold button 24-4 of the reception telephone is pressed in the three-party connection state (state 4 in FIG. 5), the CPU 10 causes the reception telephone to execute the task 501, and the reception telephone has the sound RT, the office line and the electronic mail. A transition is made to the state in which the hold tone HT is transmitted to the device (FIG. 5, state 10). In this state, the receptionist performs a search or the like, or goes on-hook and performs a search or the like. The CPU 10 keeps the state 10 by executing the task 503 even if the CPU 10 is on-hook. When the investigation is completed, the receptionist
By pressing the hold button 24-4 again or by going off-hook, the CPU 10 executes the task 502 or the task 50.
Execute 4 to return to the three-party connection state.

As described above in detail, according to the present embodiment, the receptionist performs the operations of the normal reception business, that is, the line response operation, the disconnection operation, the callback operation, the hold operation, and the hold response operation. In addition, the line disconnection operation 6 shown in FIG.
04 and the number of two-touch operations of the recording / transferring operation 605 are increased, so that the conventional memo operation, manual recording operation, and the like are released.

According to the above operation, the agent in charge is directly accessed from outside by using his / her own telephone or a known dial-in office line, and is transferred to his / her own mailbox. Recorded content,
You can listen freely anytime, anywhere.

[0029]

According to the present invention, since the telephone exchange automatically captures the e-mail device and puts it in the recording state, the processing (operation) time required by the receptionist is reduced, and the caller such as a customer is called. , It is possible to improve the serviceability to customers and the like, and it is possible to record a call without distrust.

[Brief description of the drawings]

FIG. 1 is a block diagram showing an automatic telephone exchange system according to the present invention.

FIG. 2 is a diagram schematically showing an operation surface of a reception telephone.

FIG. 3 is a state transition diagram for explaining the operation of the present invention.

FIG. 4 is a state transition diagram for explaining the operation of the present invention.

FIG. 5 is a state transition diagram for explaining the operation of the present invention.

FIG. 6 is a control sequence diagram illustrating the operation of the present invention.

FIG. 7 is a control sequence diagram illustrating the operation of the present invention.

FIG. 8 is a control sequence diagram illustrating the operation of the present invention.

FIG. 9 is a diagram showing an operation example of a PB signal of the electronic mail device.

[Explanation of symbols]

 DESCRIPTION OF SYMBOLS 10 ... CPU, 11 ... MEM, 12 ... Bus, 13 ... Call-line switch, 14 ... Reception telephone, 15 ... Transfer destination telephone, 16 ... Office trunk, 17 ... Three-way telephone trunk, 18 ... E-mail device, 21 ... Handset, 22: line / line corresponding button / lamp group, 23: recording / transfer button group, 24: various function button group, 25: e-mail status display lamp, 26: dial key.

 ──────────────────────────────────────────────────続 き Continuing on the front page (72) Inventor Yoshinobu Sugawara 94, Kojiyama-shi, Fukushima Prefecture, within Funachi Telecom Technology Co., Ltd. No. Credit union Kansai Bank

Claims (2)

[Claims] 1. A plurality of telephones including at least one telephone having a response means for responding to an incoming call to an office line, and a recording function for recording a call voice as voice information in correspondence with any one of the plurality of telephones. And an automatic voice recording method using a telephone exchange device, which is connected to an e-mail device having a transfer function of recording voice information recorded corresponding to an arbitrary telephone corresponding to another telephone, to a telephone line switch. When detecting that one of the telephones has responded to an incoming call from the office line, the electronic device captures the electronic mail device, activates the electronic mail device, and detects a response to the activation, and detects the response to the office line. Sending to the e-mail device designated information indicating a telephone that has responded to the incoming call and recording start information for making a recording start request to record audio information in association with the telephone; Instructs the e-mail device to record audio information obtained from the communication line switch in correspondence with the telephone set that has responded to the incoming call from the office line, and then responds to the incoming call from the office line. The telephone set, the office line and the electronic mail device are connected in a three-way call, and the electronic mail device is associated with the telephone set that has responded to the incoming call from the office line, and the telephone set has responded to the incoming call from the office line. An automatic voice recording method, characterized in that a call voice relating to a call with the office line is recorded. 2. A plurality of telephones including at least one telephone having a response means for responding to an incoming call to an office line, and an e-mail apparatus for recording call speech as voice information corresponding to any of the plurality of telephones. And a trunk trunk housed in the speech line switch and connecting the office line, and a three-way trunk housed in the speech line switch and performing a three-way speech connection. When an incoming call to the central office trunk is detected, incoming control means for displaying an incoming call on the telephone having the answering unit; and when it is recognized that the telephone having the answering unit has responded to the incoming call to the central office trunk, Means for controlling the speech path switch so as to establish a speech path between a central office trunk and the telephone, and activating the e-mail device; When a response to the activation is detected from the device, a designation information indicating the telephone having the response means is sent to the electronic mail device, and a recording start request is made to record voice information in correspondence with the telephone having the response means. Performing, and a telephone having the response means, the office line,
And setting a communication path between each of the e-mail devices and the three-way call trunk, and transmitting a call voice between the telephone having the response means and the office line to the e-mail device. Means for controlling connection switching of a communication path switch, wherein the e-mail device is adapted to correspond to the telephone having the response means, and to record a telephone call between the telephone having the response means and the office line. A telephone exchange device provided with an e-mail device.