JPH11284740A - Telephone system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide the telephone system that copes flexibly with a change even when a form of a job using an extension telephone set is changed. SOLUTION: In the telephone system that includes plural extension telephone sets 16 each connecting to an extension, a PBX 10 connecting to external lines and connecting the external line to at least any of the extensions and plural PCs (operator terminals) 18 (18a, 18b,...), a CTI server 12 is in communication connection to the operator terminal 18 and the PBX 10 and stores a table including cross reference information between the extension telephone set 16 (16a, 16b,...). Moreover, the CTI server 12 stores a script describing cross reference processing for each kind of an event caused in the PBX 10 and the PC 18. The script is stored in a rewritable form by the user. Thus, the system copes flexibly with a change in a job form by properly rewriting this script.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a telephone system, and more particularly, to a telephone system capable of flexibly coping with a change in the business form in a service business using an extension telephone such as a telephone reception business.

[0002]

2. Description of the Related Art Conventionally, there is a telephone system in which a plurality of extension telephones are connected to a telephone exchange, and an operator terminal is arranged on the extension telephones side. And input / output data to / from an operator terminal arranged correspondingly.

[0003] According to this system, for example, the operator terminal shares a database on callers (for example, customers) so that each operator displays necessary data on a display in accordance with the contents of a conversation by extension telephone. In some cases, the contents of the database can be updated. In addition, a business record can be left by collecting a log of the state of data input / output at each operator terminal.

[0004]

In the above-described conventional telephone system, data communication between each extension telephone and the operator terminal is not performed, so that efficient operations such as telephone reception work cannot be performed. That is, in the above-mentioned conventional system, since the event occurring in the corresponding extension telephone cannot be known on each operator terminal side, for example, a predetermined display is displayed on the operator terminal at the timing of receiving a call to a certain extension telephone. It was impossible.

Therefore, it is desirable to connect a cooperation server to both the telephone exchange and the operator terminal so as to cooperate with the extension telephone and the operator terminal. In this way, the cooperative server can perform desired cooperative processing such as switch switching control for the telephone exchange or notification of the occurrence of an event to the operator terminal in response to an event that has occurred in the telephone exchange. Can be operated efficiently.

However, even if the cooperative server is connected to both the telephone exchange and the operator terminal as described above, and the cooperative server performs a service corresponding to an event occurring in the telephone exchange or the operator terminal, the service form is not changed. If it is fixed, it will be difficult to cope with it even if the contents of the telephone reception business are slightly changed.

The present invention has been made in view of the above problems, and has as its object to provide a telephone system capable of flexibly coping with a change in the form of business using an extension telephone. Is to do.

[0008]

SUMMARY OF THE INVENTION In order to solve the above-mentioned problems, the present invention provides a plurality of extension telephones each connected to an extension, and an external line connected to at least one of the extensions. A telephone system including a telephone exchange to be connected, a plurality of operator terminals, and a cooperation server communicatively connected to the plurality of operator terminals and the telephone exchange, wherein the cooperation server includes an event generated in the telephone exchange. Event information obtaining means for obtaining information for identifying the type of the telephone exchange from the telephone exchange, and script storage means for storing a script describing a corresponding process for each event occurring in the telephone exchange in a format that can be rewritten by a user. And, when the information is acquired by the event information acquiring means, a pair of an event identified by the information. Processing, read from a script that is stored by the script storage means, is intended to include, a corresponding process execution means for executing the corresponding processing.

[0009]

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

FIG. 1 is a diagram showing the overall configuration of a telephone management system according to the present embodiment. The telephone management system shown in the figure is a digital PBX (Private Branch Excha).
nge: telephone exchange 10 and CTI (Computer Telephony)
y Integration) server (cooperation server) 12 and ARU
(Automatic Response Unit) 14
, An extension telephone 16, and a PC (personal computer: operator terminal) 18.
The PBX 10 includes an external line interface (I / F) 20,
Extension interface 22, switch 24, ACD
(Automatic Call Distributer) 26
And a CTI interface 28. The CTI server 12 includes a CTI API (application interface) 29 and a CTI service 3
0 and a PC interface 32. The external line interface 20 is connected to a public network 34, so that an extension telephone 16 of a general subscriber (not shown) can make a call connection with an external line. Then, as a part of the service of the public network 34, the external line interface 20 can acquire the telephone number (caller telephone number) of the telephone being used by the caller from the public network 34.

In this system, each extension telephone 16a,
PCs 18a, b,... corresponding to the vicinity of b,. Then, if there is an incoming call to the extension telephone 16 in charge of the operator, the operator receives the call using the extension telephone 16 and performs data input / output operation at the corresponding PC 18 according to the content of the conversation.

The CTI interface 28 of the PBX 10
Indicates the connection state of the switch 24 and the external line interface 20.
An interface for notifying the CTI server 12 of a call or an incoming call to the CTI server 12 and performing switching control of the switch 24 in accordance with control data from the CTI server 12.
CTIAPI2 of the CTI server 12 via the communication line 36
9 is connected. The ACD 26 is a control device for connecting a call arriving at the external line interface 20 to an optimal extension. In other words, the ACD 26 is one of the plurality of extension telephones 16 connected to the extension interface 22 that optimizes the operation time and standby time of the operator in charge of the telephone reception at each extension telephone 16 so as to average out. Then, the switch 24 is controlled so that an external line is connected to the extension telephone 16.

The CTI server 12 is a computer for connecting the PBX 10 to a PC 18 used by an operator, and executes various software for communication with the PC 18 and the PBX 10. CTIAPI29 is the CTI
This is an application interface for various software operating on the CTI server 12 to access the interface 28. The CTI service 30
This is a resident service program using the CTIAPI 29 and the PC 18 interface, and functions as a bridge between the operation of the PBX 10 and the operation of the PC 18. That is, the CTI service 30 is connected to the PBX 10 via the CTIAPI 29 by the communication line 36, and the PBX 10
The switch 24 can be changed to a desired connection state by acquiring data indicating the connection state of the switch 24 and the caller telephone number, or transmitting control data to the PBX 10. The CTI service 30 is connected to the PC 18 via the PC interface 32 and the LAN 38, controls the switch 24 of the PBX 10 according to a request from the PC 18, or generates an event (for example, transmission from the public network 34) generated in the PBX 10. (Acquisition of the user's telephone number) can be transmitted to the PC 18.

The ARU 14 is connected to the extension interface 22 via an analog line, and is a device for transmitting a given message to the extension telephone 16 of a general subscriber via the public network 34. This ARU 14 is also LAN3
8 is also connected to the CTI server 12 and the CT
Various data can be exchanged with the I server 12. With this configuration, for example, data specifying the type and content of the message is transmitted from the CTI server 12 to the ARU 14 via the LAN 38, and the ARU
At 14, a message according to this data can be automatically transmitted to a telephone of a general subscriber connected to the public network 34.

Here, the operation of the telephone management system having the above configuration will be outlined. The call received from the public network 34 arrives at the external line interface 20. This event is notified to the ACD 26 via the switch 24. The ACD 26 determines the optimum one from the extension telephones 16 connected to the extension interface 22, and transfers the call to the extension telephone 1.
A control signal is transmitted to the switch 24 so that the switch is turned to 6. As a result, the switch 24 sounds the ringing tone of the extension telephone 16 determined via the extension interface 22 to notify the operator of the arrival of the extension, and notifies the CTI interface 28 of a change in the connection state of the switch 24. . The change in the connection state of the switch 24 is ACD2
6 may be notified to the CTI interface 28 directly.

Next, the CTI interface 28 acquires the caller telephone number of the call from the external line interface 20 and
Notify the TIAPI 29. The CTI service 30 uses P
The PC 18 to which the above event occurred in the BX 10 corresponds is determined from information acquired from the CTI interface 28 and a table included in environment data 65 (see FIG. 2) described later. P
The caller telephone number obtained by the BX 10 is notified via the LAN 38. Then, the PC 18 displays the caller's telephone number on a display (not shown).

Thus, in the telephone management system, the operator can confirm the telephone number of the caller of the telephone on the display of the PC 18 together with the ringing sound. Then, the operator performs a data input / output operation with respect to the PC 18 in accordance with the content of the conversation on the extension telephone 16, and
If necessary, the ARU 14 can substitute a part of the answer instead of using the extension telephone 16. That is, the operator sends a part of the answer to the caller to the CTI service 30 via the LAN 38 in the ARU1.
You can ask 4 to answer. As a result, the CTI service 30 communicates with the ARU via the LAN 38.
14 so that the switch 24 connects the call to the ARU 14 and switches the call to the ARU 14.
The control data is transmitted to the I interface 28. Thus, according to the telephone management system, the extension telephone 16 and the P
The cooperative operation with C18 makes it possible for the operator to work smoothly. Further, the operator can use the PC 18 to request the CTI server 12 for an automatic answer by the ARU 14.

Next, one of the core constitutions of the present invention, C
The configuration of the TI service 30 will be described in more detail. FIG. 2 is a diagram showing the internal configuration of the CTI service 30. As shown in the figure, the CTI service 30 is composed of a plurality of objects, and includes a CTI initialization thread 40, a PBX event distribution thread 42, a switch control thread 44, a CTI end thread 46, and a plurality of terminals belonging to a terminal class 48. Thread (instance) 5
0, a plurality of trunk threads (instances) 54 belonging to the trunk class 52, a PC interface initialization thread 56, a PC control thread 58, a PC event thread 60, a connection management thread 62, a PC interface termination thread 64, and environment data 65. I have.

The CTI initialization thread 40 is a module that is executed when the CTI service 30 is started.
The hardware and software modules of the CTI service 30 including the IAPI 29 are initialized. On the other hand, the CTI end thread 46 is a thread executed when the CTI service 30 ends. The PC interface initialization thread 56 is a module that initializes the PC interface 32 and activates the connection management thread 62, and performs initialization processing of each thread. The PC interface termination thread 64 is used for the PC interface 3
This module is for terminating the communication using No. 2 normally.

The PBX event distribution thread 42 has a
This is a module for distributing events generated by the IAPI 29 to the terminal thread 50 and the trunk thread 54. The switch control thread 44 is a module for the terminal thread 50 and the trunk thread 54 to control the switch 24. The PC control thread 58 is a module for controlling the PC 18 from the terminal thread 50.
The PC event thread 60 is a module for transmitting a request from the PC 18 to the terminal thread 50 as an event. That is, in the present telephone management system, the CTIAPI
29 and the PBX event distribution thread 42, the PC interface 32 and the PC event thread function as event information acquisition means. The connection management thread 62
This is a module that receives a connection request from the PC 18 and passes the socket to the corresponding terminal thread 50. The terminal thread 50 receives an event that occurs in the PBX 10 or the PC 18 and receives a later-described C stored in the environment data 65 in advance.
PBX1 with contents according to TI script (script)
0 and a module that controls the PC 18 and functions as a corresponding process execution unit. The trunk thread 54 is CT
This module realizes a function corresponding to the ACD 26 in the I service 30, and is particularly significant when the ABX 26 does not exist in the PBX 10. The trunk thread 54 also receives an event occurring in the PBX 10 or the PC 18 and receives the event generated in the PBX 10 or the PC 18 in accordance with a CTI script described later stored in the environment data 65 in advance.
And functions as a corresponding process execution unit.

The environment data 65 is data stored in advance in the storage means of the CTI service 30,
The table includes a network address and port number of the CTI interface 28 necessary for using the PI 29, and a table for determining which extension number each terminal thread 50 is associated with. Further, the environment data 65 includes a CTI script read by the terminal thread 50 or the trunk thread 54 in a file format that can be rewritten by a user. That is, the storage unit of the CTI service 30 also functions as a script storage unit. These environment data 65 are accessed as needed by the CTI initialization thread 40, the PBX distribution thread 42, the terminal thread 50, the trunk thread 54, the PC event 60, and the like. FIG. 3 is a diagram showing an example of the contents of a table included in the environment data 65. As shown in the figure, the extension telephone ID for identifying the extension telephone 16 and the PCID for identifying the PC 18 are recorded in association with each other.
Indicates whether or not it corresponds. Although the code in FIG. 1 is used here as the extension telephone ID, the present invention is not limited to this, and any information that can identify the extension telephone 16 such as an extension number may be used. Similarly, the code in FIG. 1 is used here for the PCID, but any information that can identify the PC 18, such as the network address of each PC, may be used. Environmental data 65
Will be described later in detail.

Next, the operation of the CTI service 30 having such a configuration will be described. An event such as a change in the switch state of the PBX 10 or an incoming or outgoing call is notified to the CTI API 29 via the CTI interface 28 as described above. Upon receiving this notification, the PBX event distribution thread 42 determines which terminal thread 50 or trunk thread 54 should perform processing related to the notification.
Then, the terminal thread 50 or the trunk thread 5
4 to the CTIAPI 29. Terminal thread 50 or trunk thread 5
4 accesses and controls the switch control thread 44 and the PC control thread 58 according to the contents of the event according to a procedure specified by a CTI script described later.

When an event occurs in the PC 18, the PC 18 accesses the CTI server 12, and the PC event thread 60 is notified of the content. In this case, similarly, the PC event thread 60
Receives the notification, and determines which terminal thread 50 should perform the process related to the notification. Then, the event content notified from the PC 18 is transferred to the corresponding terminal thread 50. The terminal thread 50 performs a switch control thread 44 and a PC control thread 58 in accordance with a procedure specified by a CTI script to be described later according to the content of the event.
Access and control them.

FIG. 4 is a diagram illustrating various aspects of the relationship between the CTI interface 28 provided in the PBX 10 and the CTI service 30. FIG. 3A shows a mode in which a plurality of CTI services 30 access one CTI interface 28. If this mode is adopted, the CTI service 30 can be constructed on another physically independent server. Therefore, this embodiment is suitable when a large number of events occur in the CTI interface 28. FIG. 2B shows one CTI server 1.
2 represents a mode in which the CTI service 30 is accessed from a plurality of CTI interfaces 28.
A CTI interface 28 is provided for each. This mode is suitable when the number of events that occur in the CTI interface 28 is small. FIG. 3C shows a case where one CTI service 30 is connected to a plurality of CTI interfaces 28. By adopting this aspect, it is possible to preferably perform communication processing even when there is an interdependency between the CTI interfaces 28.

Next, the processing of the CTI initialization thread 40 will be described. FIG. 5 is a flowchart illustrating the processing of the CTI initialization thread 40. In FIG.
The TI initialization thread 40 acquires necessary data such as the network address and the port number of the CTI interface 28 from the environment data 65 (S101), and the CTIAP
I29 is initialized (S102). Next, the CTI initialization thread 40 generates a terminal thread 50 (S1).
03). Further, if an event occurs in the PBX 10, the CTI API 29 notifies the CTI server 12 of the event.
To start monitoring the switch 24 (S10
4). Then, when all the target terminal threads 50 can be generated, the PC interface initialization thread 56 is started next (S105). When the trunk threads 54 are required, the initialization processing is performed for them as well as the above procedure.

Next, the processing of the PC interface initialization thread 56 will be described. FIG. 6 is a flowchart illustrating the process of the PC interface initialization thread 56. In the figure, first, the PC interface initialization thread 56 acquires data representing the port number used by the connection management thread 62 from the environment data 65 (S20).
1). Then, this data is passed when the connection management thread 62 is activated (S202).

Next, the processing of the PBX event distribution thread 42 will be described. FIG. 7 is a flowchart illustrating processing of the PBX event distribution thread 42. As shown in the figure, the PBX event distribution thread 42 is in a normal wait (waiting for event) state (S301),
When the event occurrence in the BX 10 is notified from the CTIAPI 29 (S302), the control is transferred to the PBX event distribution thread 42, and the processing is started. PBX10
The data received through the CTIAPI 29 transmitted from the PBX 10 includes the content of the event that has occurred in the PBX 10 and the extension telephone ID indicating which of the extension telephones 16 the event has occurred, as indicated by an arrow A in FIG. It is included. The PBX event distribution thread 42 specifies the terminal thread 50 based on the notified extension telephone ID and the table (see FIG. 3) included in the environment data 65 (S303), and notifies the contents of the event there (S303).
304).

Next, the switch control thread 44 and the PC
A mode of the cooperative operation of the control thread 58, the terminal thread 50, and the trunk thread 54 will be described. FIG. 8 is a diagram illustrating an aspect of such a cooperative operation. FIG. 7A shows the “synchronous type”. According to this embodiment, if a transaction is issued in the terminal thread 50 or the trunk thread 54, the processing in the switch control thread 44 or the PC control thread 58 is completed. The processing in the terminal thread 50 or the trunk thread 54 is blocked. FIG. 4B shows “asynchronous type”. According to this aspect, when a transaction is issued in the terminal thread 50 or the trunk thread 54, the terminal thread 50 or the trunk thread 54 immediately starts processing related to the transaction. To be released. Then, from the switch control thread 44 or the PC control thread 58, the completion of the process is notified later as a separate event. FIG. 9C shows the “runaway type”. According to this mode, the terminal thread 50 or the trunk thread 54 voluntarily ends processing after issuing a transaction, while the switch control thread 44 or the PC control The thread 58 starts the process in response to the transaction, but the completion of the process is not notified to the terminal thread 50 or the trunk thread 54. In this telephone management system, in the case of a transaction for the switch control thread 44, a transaction for requesting transfer or transmission is performed in the "synchronous type" of FIG. Is performed in the "runaway type" in FIG.

Next, the processing of the terminal thread 50 and the trunk thread 54 will be described. FIG. 9 is a flowchart illustrating the process of the terminal thread 50. As shown in the figure, the terminal thread 50 is in the normal wait state (S
401), when an event occurrence in the PBX 10 or the PC 18 is notified from the PBX event distribution thread 42 or the PC event thread 60 (S402), the control is transferred to the terminal thread 50, and the processing is started. And
Which of the processes A to C (S404 to S406) is to be performed is identified by the content of the event (S40).
3). That is, the CTI server 12 stores the environment data 6
5 stores a CTI script shown as an example in FIG. 10 in a file format that can be rewritten by the user. In the process of S403, the process is executed based on the CTI script. For example, in the case where the terminal thread 50 performs the event processing according to the CTI script shown in the figure, when the event A is received in S502, the event is described between <event A> and </ event A> in the figure. The contents of the processed A are sequentially executed. It should be noted that the processing A to the processing C generally include, for example, a pre-processing (S501), an event transfer processing (S502), and a post-processing (S503) in this order as shown in FIG. The contents are predetermined for each event and are recorded in the CTI script shown in FIG. Here, the processing of the terminal thread 50 has been described based on the flowchart, but the same applies to the trunk thread 54.

FIG. 12 is a diagram showing the CTI script more specifically. FIG. 7A shows an example of a CTI script to be prepared for the terminal thread 50.
Event of "Incoming call to terminal (extension telephone 16)" is PB
If it occurs in X10, first caller's phone number is PBX
From the PC corresponding to the extension telephone ID
18 is transmitted. FIG. 4B is an example of a CTI script to be prepared for the trunk thread 54. When an event of “incoming to the trunk” occurs in the PBX 10, first, the extension telephone 16 not currently in use is used. , The extension telephone 16 is determined according to the search result, and the switch 24 should be controlled so that the incoming call is routed to the determined extension telephone 16.

Next, the processing of the connection management thread 62 will be described. FIG. 13 is a flowchart illustrating the processing of the connection management thread 62. As shown in the figure, the connection management thread 62 generates a socket for communication with the PC 18 (S601), and sets a well-known port (wellknown port).
(t: standby port) to wait for a connection from the PC 18 (S602). When there is a connection request from the PC 18 (S603), it is determined whether or not the connection request is for a new port by referring to the socket ID data included therein (S604). If the request is for a new port, reading from that port is started (S605), and the well-known port is released to wait for a connection from another PC 18 again. That is,
When the PC 18 connects to the CTI server 12, the PC 18
Is the PCID (extension telephone I
(Corresponding to D) to the CTI server 12. CT
The I service 30 receives this PCID (S60).
6), check the state of the corresponding terminal thread 50 (S6)
07). If the port is in use, discard is instructed (S608). Next, the connection management thread 62 notifies the terminal thread 50 of the new port (S609), and the terminal thread 50 starts receiving an event from this port, and notifies the PC 18 of the event via this port. start.

Next, the PC event thread 60 will be described. FIG. 13 is a diagram showing a configuration of the PC event thread 60. As shown in the figure, the PC event thread 60 includes a terminal thread process 70, a wait process 7
1, PBX10 event processing 72, result processing 73 of the switch control thread 44, PC1 event processing 74,
This is an execution module capable of performing a result process 75 of the PC control thread 58, a connection process 76 with the PC 18, and an end process 77. In the terminal thread processing, an event notified from the terminal thread 50 is received, or an event generated from the PC 18 is notified to a predetermined terminal thread 50. The PC event thread 60 is normally in a standby state due to the wait process 71, and receives a PBX such as an incoming call.
If an event occurs in step 10, PBX event processing 72 is performed. When a result code is received after instructing switching of the switch 24 of the PBX 10, a result process 73 is performed. Similarly, if an event such as connection to the CTI server 12 occurs in the PC 18, a PC event process 74 is performed. If an event is notified to the PC 18, a result process 75 under the control of the PC 18 is executed. Further, the above-described discarding of a port and notification of a new port are performed by each PC.
18 is performed by the connection processing 76 with the CTI server 12.
At the time of shutdown of the PC event thread 6
Termination processing 77 for terminating 0 normally is executed.

Next, mounting on the PC 18 will be described. FIG. 15 is a diagram illustrating a configuration of the PC 18. PC1
8, a PCID storage unit 80, a connection processing unit 81, a transmission unit 82, a reception unit 83, an application software unit 84, a result processing unit 85, and a message processing unit 86 are mounted. Then, the connection processing unit 81
PCID when connecting to CTI server 12
The PCID is read from the storage unit 80 and the CTI server 12
Will be notified. After the connection is completed, the transmitting unit 82
And the processing by the receiving unit 83 are performed independently and in parallel. That is, the application software unit 8
4 is transmitted by the transmission unit 82 to the CTI server 12.
Will be notified. At this time, the application software unit 82 does not block the processing in waiting for the result for the request, but enters an idle state and waits for a message notified from the message processing unit 86. The message processing unit 86 is provided by the OS of the PC 18. On the other hand, if the result or the event is notified from the CTI server 12, the receiving unit 83 receives the result or the event, and is once passed to the message processing unit 86, and is notified to the application software unit 84 as an OS message. The application software unit 84 is in a state of always receiving an operation input on a GUI (graphic user interface) and an event from the CTI server 12.

[0034]

According to the present invention described above, a cooperation server is provided so as to be able to communicate with a plurality of operator terminals and telephone exchanges, and a script is stored therein in a format that can be rewritten by a user, and the contents of the script are stored. Accordingly, the processing corresponding to the event occurring in the telephone exchange or the operator terminal is executed. Therefore, by appropriately rewriting the script, it is possible to flexibly cope with a change in the business form.

[Brief description of the drawings]

FIG. 1 is a diagram showing an overall configuration of a telephone system according to an embodiment of the present invention.

FIG. 2 is a diagram showing a configuration of a CTI server used in the telephone system according to the embodiment of the present invention.

FIG. 3 is a diagram showing a table included in environment data.

FIG. 4 is a diagram illustrating a relationship between a CTI interface and a CTI service.

FIG. 5 is a flowchart illustrating processing of a CTI initialization thread.

FIG. 6 is a flowchart illustrating processing of a PC interface initialization thread.

FIG. 7 is a flowchart illustrating processing of a PBX event distribution thread.

FIG. 8 is a diagram illustrating a synchronization mode of a terminal thread and a trunk thread, and a switch control thread and a PC control thread.

FIG. 9 is a flowchart illustrating processing of a terminal thread.

FIG. 10 is a diagram showing a configuration of a CTI script.

FIG. 11 is a flowchart illustrating a process typically performed for each event.

FIG. 12 is a diagram illustrating a specific example of a CTI script.

FIG. 13 is a flowchart illustrating processing of a connection management thread.

FIG. 14 is a diagram illustrating a configuration of a PC event thread.

FIG. 15 is a diagram illustrating the mounting of a PC.

[Explanation of symbols]

10 PBX (telephone exchange), 12 CTI server (cooperation server), 16 extension telephones, 18 PC (operator terminal), 65 environmental data (including scripts).

[Procedure amendment]

[Submission date] March 16, 1999

[Procedure amendment 1]

[Document name to be amended] Statement

[Correction target item name] Claims

[Correction method] Change

[Correction contents]

[Claims]

[Procedure amendment 2]

[Document name to be amended] Statement

[Correction target item name] 0008

[Correction method] Change

[Correction contents]

[0008]

SUMMARY OF THE INVENTION In order to solve the above-mentioned problems, the present invention provides a plurality of extension telephones each connected to an extension, and an external line connected to at least one of the extensions. The telephone exchange to be connected and the extension telephone
The same number of operator terminals and machine, the A operator terminal and telephone systems including, a linkage server which is communicatively connected to the telephone exchange, the coordination server, the telephone exchange or the type of events that occur in the operator terminal an event information acquisition means for acquiring information identifying the telephone exchange or from the operator terminal, the telephone exchange or operating
For each event that occurs at the telephone terminal ,
Control or control for the operator terminal
Re or the other and the script storage means for storing in a rewritable form by the user scripts made describing at least comprises corresponding process, pairs <br/> response processing before Symbol script storage means of the event said information identifying A plurality of response processing executing means for reading out from the script stored by the
When the information is obtained, the information is processed by the corresponding processing.
Event distribution means for transferring to any one of the line means;
Is included.

[Procedure amendment 3]

[Document name to be amended] Statement

[Correction target item name] 0032

[Correction method] Change

[Correction contents]

Next, the PC event thread 60 will be described. FIG. 14 is a diagram showing a configuration of the PC event thread 60. As shown in the figure, the PC event thread 60 includes a terminal thread process 70, a wait process 7
1, PB X event processing 72, the switch control thread 4
4 result processing 73, PC1 event processing 74, PC
This is an execution module capable of performing a result process 75 of the control thread 58, a connection process 76 with the PC 18, and an end process 77. In the terminal thread processing, an event notified from the terminal thread 50 is received, or an event generated from the PC 18 is notified to a predetermined terminal thread 50. P
The C event thread 60 is normally in a standby state by a wait process 71, and when an event occurs in the PBX 10 such as an incoming call, a PBX event process 72 is performed. When the result code is received after instructing the switching of the switch 24 of the PBX 10 or the like, the result processing 73 is performed.
Is made. Similarly, if an event such as a connection to the CTI server 12 occurs in the PC 18, the PC event processing 74 is performed.
A result process 75 of eight controls is executed. Further, the above-described discarding of the port and the notification of the new port are performed by the connection process 76 with each PC 18, and when the CTI server 12 is shut down, the termination process 77 for normally terminating the PC event thread 60 is executed. Is done.

Claims (1)

[Claims] 1. A plurality of extension telephones each connected to an extension, a telephone exchange connected to an outside line and connecting the outside line to at least one of the extensions, a plurality of operator terminals, and the plurality of operators A terminal and a coordination server communicatively connected to the telephone exchange, wherein the coordination server stores information identifying a type of an event occurring in the telephone exchange or the operator terminal in the telephone exchange or the operator terminal. Event information obtaining means for obtaining from the telephone exchange, script storage means for storing a script describing a corresponding process for each event occurring in the telephone exchange in a format that can be rewritten by a user, and the information by the event information obtaining means Is acquired, the corresponding process for the event identified by the information is Reading from a script that is stored by the script storage means, the telephone system, which comprises a corresponding processing execution means for executing the corresponding processing, the.