JPH11308348A - Operator call transfer system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To attain sophisticated operator call transfer control by utilizing a 2-party connection function of an exchange with respect to the operator call transfer system. SOLUTION: In the operator call transfer system where a call from a speech opposite party (a) to an operator (b) is transferred to other callee (c) by an exchange 10 according to the operation of the operator (b), the exchange 10 is provided with a channel switch 12 that connects a call between two parties, a call information storage section 21 that stores call information such as a busy state/a holding state of calls for at least three parties in cross reference with each other, and a call connection control section 19 that applies connection control or the like to a call among three parties based on the call information and new event information as to the call, and the call connection control section 19 sets call information of the operator (b) to a holding state by receiving the event information and a transfer destination telephone number relating to a call transfer request from the operator (b) in the case of a 2-party speech between the operator (b) and the speech opposite party (a) and makes dialing to the transfer destination telephone number to connect the call from the speech opposite party (a) to the callee (c).

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an operator call transfer system, and more particularly, to a system in which a call from a communication partner to an operator (such as an automatic answering system) is transmitted to another operator in accordance with the operator's operation (automatic operation). The present invention relates to an operator call transfer method for transferring a call to a caller. 2. Description of the Related Art In recent years, an automatic answering system that combines a telephone function and a computer function and transfers a call from a client to these hospitals and shops has been widespread in order to introduce hospitals, shops, and the like that meet the needs of the client. The present invention is suitable for application to this type of automatic response system.

[0002]

2. Description of the Related Art FIG. 14 is a diagram showing a configuration of a conventional operator call transfer system, showing an example of an automatic answering system. In the figure, 8 is a telephone (TEL), 10 is a private branch exchange (PBX), 11 is a subscriber terminating unit, 11 _{1 to} 11 _n are line circuits accommodating terminals such as the telephone 8, 12 is a communication path switch, 13 is a trunk unit accommodating various service trunks, 13 ₁ is a central office trunk accommodating a plurality of central offices, 1
3 ₂ outbound trunk making outbound control, 13 ₃ calls for making a call between two parties trunk, 13 ₄ call trunk to call the called party, 13 ₅ busy trunk for generating a busy tone, 13 ₆ talkie generates a sound signal - the trunk, 13 ₇ PB signal trunk for receiving analysis PB signal, the main control unit for the main control of PBX10 14, 15 terminating in communication lines, call disconnection, other services A service control unit that detects an event and passes processing to a corresponding control unit; 16 is a communication path control unit that controls the communication path switch 12; 17 is a two-party connection control that controls connection / disconnection of a call between two parties A signal control unit 18 for controlling a signal such as a busy signal or a ringing tone signal; a main memory 20; and a call information 21 for storing a telephone number of a call and a line state such as busy / calling for a call line. Storage area, the storage area of the subscriber information 22, an automatic response system according to a personal computer or the like 30 (Also referred to as the operator b from doing the transfer operation of the call), 100 is a public network.

Each functional block 15 shown in the main control unit 14
18 are realized by program control of a CPU (not shown). The operation of the conventional operator call transfer system (automatic answering service) having such a configuration will be described with reference to the conventional call connection form in FIG. In FIG. 15A, when a call partner (requester) a calls an operator b, the call is connected to the operator b by the two-way connection function of the PBX 10.

[0004] Upon receiving this, the operator b performs a predetermined exchange with the other party a, and finally obtains the necessary authentication of the other party a and the request of the other party a, and obtains the request. For example, the called party c is selected according to the request, and the PBX 10 is requested to transfer the call to the called party c. FIG.
In (B), upon receiving this, the PBX 10 disconnects the call between the communication partner a and the operator b, makes a call to the called party c, and, when the called party c answers, the two-party connection function. Connects the called party a to the called party c.

[0005]

By the way, even if the communication partner (requester) a and the called party c are connected, the requester a
Is not always achieved in one transfer. Conventionally, however, the call between the requester a and the operator b is disconnected at the time of the transfer, so that the established call (authentication) relationship between the requester a and the operator b is interrupted. Therefore, it is necessary for the requester a to call the operator b again to perform a complicated authentication procedure, and the work of the requester a is complicated.

In order to prevent the connection (relationship) between the requester a and the operator b from being broken, for example, as shown in FIG. 15C, the PBX 10 is provided with a three-way call function (conference device). Can be considered. However, not only does the equipment cost of the PBX 10 increase, but also the inconvenience that the call between the requester a and the called party c always leaks to the operator b. Also, since the line of the operator b is physically restricted (connected) during this period, the line cannot be used for another purpose.

SUMMARY OF THE INVENTION The present invention has been made in view of the above-mentioned problems of the prior art, and has as its object to provide an operator call transfer capable of performing advanced operator call transfer control using a two-way connection function of an exchange. It is to provide a method.

[0008]

The above-mentioned problem is solved, for example, by referring to FIG.
Is solved. That is, the operator call transfer method of the present invention (1) is an operator call transfer method in which the exchange 10 transfers a call from the other party a to the operator b to another called party c in accordance with the operation of the operator b. , The exchange 10 includes a call path switch 12 for connecting a call between two parties, a call information storage unit 21 for storing call information such as busy / on hold for at least three parties' calls in association with each other, A call connection control unit 19 for performing connection control and the like of a three-party call based on the call information and new event information on the call; the call connection control unit 19 includes an operator b and a call partner a; During a two-party call,
By receiving the event information and the transfer destination telephone number relating to the call transfer request from the operator b, the call information of the operator b is put on hold, and the call is made by calling the transfer destination telephone number. The call from the other party a is connected to the called party c.

According to the present invention (1), the call of the communication partner a is transferred to the called party c, so that the communication partner a and the operator b
Even if the call is physically disconnected, the call information of the operator b is recorded in the call information storage unit 21 as a hold state, so that the connection (authentication) relationship between the operator b and the other party a is substantially established. There is no interruption. Therefore, even if the purpose of the other party (client) a is not achieved by one call transfer, the call of the other party (client) a can be easily returned to the operator b. Further, the operator call transfer system of the present invention (1) can be realized at low cost by using a two-party connection function provided in a normal exchange.

[0010] The operator call transfer system of the present invention (2) includes:
In the operator call transfer system in which the switch 10 transfers a call from the other party a to the operator b to another called party c according to the operation of the operator b, the switch 10 connects a call between the two parties. A call path switch 12, a call information storage unit 21 that stores call information such as busy / on hold for at least three parties' calls in association with each other, and a call information storage unit 21 based on the call information and new event information related to the call. A call connection control unit 19 for controlling connection of a call between parties, and the call connection control unit 19 performs a call transfer request from the operator b during a two-party call between the operator b and the communication partner a. Receiving the event information and the transfer destination telephone number, the call information of the other party a is put on hold, and a call is made to the transfer destination telephone number to connect the operator b and the called party c. And then the operator b
Receiving the event information related to the call transfer request from the operator b, the call information of the operator b is put on hold,
The call from the other party a is connected to the called party c.

According to the present invention (2), before the call of the other party (requester) a is transferred to the called party c, first, the operator b and the called party c are transferred.
And confirms whether or not the requested service can be provided, and then transfers the call partner (requester) a to the called party c by the operation of the operator b. a. High quality service can be provided. Also in such a case, according to the present invention (2), each piece of call information of the other party a and the operator b who temporarily goes out of the call is recorded in the call information storage unit 21 as a hold state. The connection (authentication) relationship between the caller and the communication partner a is substantially uninterrupted. The present invention (2)
This operator call transfer method can be realized at low cost by using a two-party connection function provided in a normal exchange.

Preferably, in the present invention (3), in the present invention (1) or (2), the call connection control unit 19
Notifies the operator b if the called party c is busy during the call to the transfer destination telephone number. In connection with the present invention (1), since the call connection control unit 19 can easily capture the line of the operator b on hold, for example, by connecting a signal trunk such as talkie / busy to the line,
It is possible to notify the operator b that the called party c is talking.

According to the present invention (2), the operator b
Since the callee c is being connected to the callee c, the operator b can be notified of the fact that the callee c is talking on the phone under normal control. Also preferably, in the present invention (4), the above-mentioned present invention (1)-
In (3), the call connection control unit 19 transmits the call disconnection event information by the call partner a or the callee c during the two-party call between the call partner a and the callee c. Notifying that the call has been disconnected and the telephone number of the side a / b that disconnected the call, the operator b and the called party c or the other party a
And connect.

With this configuration, for example, when the called party c disconnects the call, the operator b is notified of the telephone number of the called party c and thus knows that the called party c has disconnected. Further, in this case, the call connection control unit 19 includes the operator b and the other party (requester) a.
Is connected, the operator b can inquire the other party (requester) a of the presence or absence of a further request.

Alternatively, for example, when the other party (requester) a disconnects the call, the operator b is notified of the telephone number of the other party (requester) a so that the requester a is disconnected. Further, in this case, the call connection control section 19 connects the operator b and the called party c, so that the operator b can confirm the negotiation result with the called party c. The function of the present invention (4) may be provided with both, or may be provided with only one of the functions.

Also, preferably, in the present invention (5), in the above-mentioned present inventions (1) to (3), the call connection control unit 19 performs the two-party communication between the communication partner a and the called party c. Upon receiving the call disconnection event information by a, the call between the two parties a and c is disconnected and all call information is disconnected. The disconnection of the call partner (requester) a is also the end of the response service provided by the operator b.

Preferably, in the present invention (6), in the above-mentioned present inventions (1) to (5), the operator b comprises an automatic answering system in which a telephone function unit is connected to a computer function unit. The present invention is suitably applied to such an automatic response system.

[0018]

Preferred embodiments of the present invention will be described in detail below with reference to the accompanying drawings. Note that the same reference numerals indicate the same or corresponding parts throughout the drawings. FIG. 2 is a diagram showing a configuration of an operator hold transfer system according to the embodiment, and shows an example of an automatic response system.

In the figure, reference numeral 19 denotes an operator hold transfer control unit (corresponding to the call connection control unit in FIG. 1), which is a newly added portion for realizing the function of the present invention. The function of the operator hold transfer control unit 19 is realized by program control of a CPU (not shown). Although not shown, a hold tone trunk is provided for notifying the other party (requester) a and, if necessary, the operator b of the line being held. Other configurations may be substantially the same as those described with reference to FIG. In addition,
Differences from the configuration of FIG. 14 will be apparent from the following description.

FIG. 3 shows an operator b (automatic response system 30).
FIG. 4 is a diagram for explaining a storage mode of call information related to a call from a requester a to an operator b is managed by a illustrated call information management table. In the figure, the "phone number 1" column stores the telephone number of the call partner a, and the "state 1" column stores the call status (talking / on hold, etc.) of the call partner a. Similarly, in the column of “telephone number 2”, the telephone number of the operator b,
The “state 2” column indicates the call state of the operator b (during a call / on hold), the “telephone number 3” column indicates the telephone number of the called party c, and the “state 3” column indicates the called state. The call state (calling / on hold, etc.) of the person c is stored.

The "operator hold transfer mode identifier" indicates a method of transition of the call of the operator b when the operator b issues an operator hold transfer request to the PBX 10, and the call partner (requester) The "auto mode" in which the call from a is automatically transferred to the called party c after being transferred to the called party c, and after the operator b and the called party c are connected in advance, the There is a "manual mode" in which the state is put on hold.

In other words, the "automatic mode" means that the caller (requester) can be set without a meeting between the operator b and the called party c in advance.
The "manual mode" is a mode in which a call from a is forwarded to a called party c. ) A
Is connected to the called party c. The automatic mode / manual mode can be selected by the PBX 10 in advance according to the service mode of the automatic response system 30.

The "operator hold disconnection mode identifier" refers to a method of transitioning the call of the operator b when the operator b is on hold and the other party a or the called party c who is talking is disconnected. The "link mode" in which the operator b is also disconnected at the same time, and notifies the operator b that the call has been disconnected,
In addition, there is a "notification mode" in which the operator b and the party who did not disconnect the call are in a two-party communication state.

In other words, the “link mode” means that once the call partner (requester) a is transferred to the called party c, it is linked to the call disconnection of the requester a or the called party c and the operator b The "notification mode" is a mode in which even if the caller (client) a is once transferred to the called party c, the requester a or the called party c disconnects the call. Is notified to the operator b, and the called party c or the requester a who has not disconnected the call is reconnected to the operator b.

The link mode / notification mode is set in advance in the PBX 10 according to the service mode of the automatic response system 30.
Can be selected. "Service number" means PBX
It indicates the type of communication service according to 10, for example, the number of the operator hold transfer service is "100". FIG.
FIG. 3 is a diagram for explaining a line connection mode according to the present invention.

FIG. 4A shows connection mode 1, in which an operator b and a call partner (requester) a are talking, and the called party c does not participate in the call. FIG. 4B shows a connection mode 2 in which the operator b is on hold.
Further, the other party (requester) a and the called party c are talking. FIG. 4C shows connection form 3, in which the other party (requester) a is on hold, and the operator b and the called party c are talking.

FIG. 4D shows connection form 4, in which the operator b and the called party c are talking, and the other party (requester) a is not participating in the call. 5 to 7 are flowcharts (1) to (3) of the operator hold transfer control according to the embodiment, which are executed by the operator hold transfer controller 19 in FIG. This transfer process is composed of a plurality of subroutines according to the control purpose, each of which has an input terminal (ENTER) and an output terminal (RETURN) for the process.

In the case of the connection mode 1 shown in FIG.
When 0 receives the operator hold transfer request (and the transfer destination telephone number) from the operator b, the service control unit 15 analyzes the event content and performs control to the operator hold transfer request processing of FIG. hand over. In FIG. 5A, in step S1, it is determined whether or not the mode is the automatic mode by referring to the "operator hold transfer mode identifier" of the call information 21. In the case of the automatic mode, the operator b is put on hold (the line of the operator b is disconnected and the call information of the operator b is on hold) in step S4, and the called party is called in step S3 by the transfer destination telephone number. The communication path control unit 16 is requested to call c. If the mode is not the automatic mode, the mode is the notification mode. In this case, the call partner a is put on hold (the line of the call partner a is disconnected and the call information of the call partner a is on hold) in step S2, and in step S3, A request is made to the channel control unit 16 to call the called party c using the transfer destination telephone number.

Although the processing is not shown, if the called party c to which the call is transferred is busy, a busy event is passed to the service control unit 15, and the service control unit 15 By "service number" = 100,
The process is passed to the operator hold transfer control unit 19. In response to this, the operator hold transfer control unit 19 captures the line of the operator b and requests the signal control unit 18 to send a signal indicating that the operator b is busy (busy) to the operator b.

After that, a request is made to the communication path control unit 16 to place the operator b and the communication partner (requester) a in a communication state. Eventually, when the operator b and the client a are connected, the operator b can notify the client a that the called party c is talking. On the other hand, when the called party c answers, a response notification event is passed to the service control unit 15, and the service control unit 15
Since the “service number” = 100 in the call information 21, the control is passed to the called party response notification processing in FIG. 5B.

In FIG. 5B, in step S11, it is determined whether or not the mode is the automatic mode by referring to the "operator hold transfer mode identifier" of the call information 21. In the case of the automatic mode, in step S13, the communication path control unit 16 is requested to set the communication partner (requester) a and the called party c to the communication state {connection mode 2 in FIG. 4B}. If you are not in automatic mode,
In the manual mode, in this case, the operator b and the called party c are in a call state in step S12 (connection mode 3 in FIG. 4C).
Is requested to the channel control unit 16.

Further, when the operator b makes an operator hold request from this connection mode 3, an operator hold request event is passed to the service control unit 15, and the service control unit 15 stores the “service number” in the call information 21. = 100, control is passed to the operator hold request processing of FIG. 6A. FIG.
In (A), in step S21, the operator b is put on hold, and in step S22, the other party a and the called party c are set.
Is requested to the communication path control unit 16 to make the communication state {connection mode 2 in FIG. 4B}.

Eventually, for example, when the called party c disconnects the call, a call disconnection event is passed to the service control unit 15, and the service control unit 15 sets “service number” =
Since it is 100, control is passed to the called party disconnection notification processing in FIG. In FIG. 6B, step S3
In step 1, a request is made to the signal control unit 18 to the operator b to transmit the call disconnection and the telephone number of the call disconnecting party (called party c). In step S32, it is determined whether or not the link mode is set by referring to the "operator hold disconnection mode identifier" in the call information 21. In the case of the link mode, in step S34, a request is made to the call path control unit 16 to disconnect the call between the other party (requester) a and the called party c.
The call of the other party (requester) a and the called party c and the held call of the operator b are both disconnected.

When the mode is not the link mode, the communication mode is the notification mode. In this case, the call partner (requester) a and the operator b on the side that did not disconnect the call are in a call state {connection mode 1 in FIG. A request is made to the communication path control unit 16 so as to perform｝.
Further, for example, when the other party (requester) a disconnects the call, a call disconnection event is passed to the service control unit 15, and the service control unit 15 sets “service number” =
Since it is 100, the control is passed to the communication partner disconnection notification processing of FIG.

In FIG. 7A, in step S41, a request is made to the signal control unit 18 to send a call disconnection and the telephone number of the call disconnector (requester a) to the operator b. In step S42, it is determined whether or not the link mode is set by referring to the "operator hold disconnection mode identifier" of the call information 21. In the case of the link mode, in step S44, the communication path control unit 16 is requested to disconnect the call between the communication partner (requester) a and the called party c, and in step S45, the communication partner (requester) of the call information 21 is disconnected. Both the call of a and the called party c and the held call of the operator b are disconnected.

When the link mode is not set, the notification mode is set. In this case, the called party c and the operator b who did not disconnect the call are set in a call state {connection mode 4 in FIG. 4D}. Request to the communication path control unit 16 as follows. If the requester a disconnects the call, unconditionally, step S44,
You may comprise so that the process of S45 may be performed.

FIGS. 8 to 10 are views (1) to (3) for explaining an example of application of the present invention to a hospital introduction system. An example of a service is shown in which, when appropriate information is input as a PB signal, a call is transferred to an appropriate nearby hospital A / B or the like. FIG. 8 shows the configuration of the hospital introduction system. In the figure, a patient a is a communication partner (requester) a in FIG. 2, a hospital introduction device 30 is an automatic response system 30 (operator b) in FIG. , B
Correspond to the called parties c ₁ and c ₂ , respectively. The configuration of the PBX 10 may be the same as that described in FIG.

An example of call information 21 is shown in FIG.
The “operator hold transfer mode identifier” = automatic mode and the “operator hold disconnection mode identifier” = notification mode are read from the subscriber data of the hospital introduction device 30, respectively, and the call information 21 is read.
It is recorded in. It is also assumed that the service number of the operator hold transfer = 100. In the hospital introduction apparatus 30, 31 is a CPU for performing various services related to main control of the hospital introduction apparatus 30 and automatic introduction of hospitals, 32 is a memory used by the CPU 31, and 33 generates various voice guidance under the control of the CPU 31. Voice message generator (VM
G) and 34 are databases (DB) storing information on a plurality of hospitals, 35 is a PB signal processing unit (PBP) for transmitting (dialing) PB signals and receiving and analyzing PB signals, and 36 is a PBX 10 Line circuit (CIF) to terminate (interface) the analog telephone line from
Reference numeral 37 denotes a common bus of the CPU 31.

FIG. 9 shows a communication sequence of the hospital introduction system. FIG. 10 shows a connection form of the hospital introduction system. Hereinafter, the operation of the hospital introduction system will be described with reference to both drawings. In FIG. 9, the patient a first calls the hospital introduction device 30. The PBX 10 calls the hospital introduction device 30, and makes the patient a hear a ringing tone.

The hospital introduction device 30 responds to the incoming call. Upon receiving a response (response notification event) from the hospital introduction device 30, the PBX 10 performs a normal two-party connection process to connect the hospital introduction device 30 and the patient a. {Connection form of FIG. See 1｝. The hospital introduction device 30 sends out an information request message requesting the patient a to input an address, symptoms, and the like by voice.

The patient a inputs a corresponding answer to the voice message as a PB signal. Hospital introduction device 30
The PB signal is received and analyzed by the PB signal processing unit 35, and the received content is stored in the memory 32. When the reception is completed, the database 34 is searched based on the reception information, and a suitable hospital A in the neighborhood is extracted.
After transmitting the operator's hold transfer request, "Hooking + Special Number", dial the telephone number of Hospital A.

In the PBX 10, upon receiving the operator hold transfer request, the service controller 15 sets the "service number" of the call information 21 to the service number indicating the operator hold transfer = 100.
Is set, and the process is passed to the operator hold transfer control unit 19. The operator hold transfer control unit 19 executes the processing of FIG. 5A to call the hospital A and requests the call path control unit 16 to hold the hospital introduction device 30. At this time, the patient a hears a ringing tone to the hospital A (see connection mode 2 in FIG. 10B).

When the hospital A responds, the PBX 10 receives a response event, and the service control unit 15 refers to the service number = 100 of the call information and the operator hold transfer control unit 1
9 to pass the processing. The operator hold transfer control unit 19 is configured as shown in FIG.
By performing the processing of (B), the communication path control unit 16 is requested to connect the patient a and the hospital A.

When the patient a is connected to the hospital A, the patient a talks with the person in charge at the hospital A and decides whether or not to make a reservation in consideration of the waiting time and the like. The call information 21 in the PBX 10 at this time is shown in the inset (a) of FIG. Then, when it is determined whether or not to make a reservation, Hospital A disconnects the call. Thereby, the PBX 10 receives the disconnection event, and the service control unit 15 refers to the service number = 100 of the call information 21 and passes the processing to the operator hold transfer control unit 19.

The operator hold transfer control section 19 is shown in FIG.
To request the signal control unit 18 to transmit the PB signal indicating disconnection and the PB signal of the telephone number of the hospital A to the hospital introduction device 30. Thereafter, a request is made to the communication path controller 16 to connect the hospital introduction device 30 and the patient a. When the hospital introduction device 30 and the patient a are reconnected {FIG.
Referring to connection mode 1 of (A)}, the hospital introduction device 30 sends a result request message requesting the introduction result to the patient a by voice.

On the other hand, the patient a inputs the result as a PB signal. In this case, the result is NG in this example. Upon receiving the result = NG, the hospital introduction device 30 searches the database 34 again and extracts another hospital B. Then, “Hooking + special service number”, which is the operator's hold transfer request, and the telephone number of hospital B are transmitted to PBX 10 again, and the same connection processing as described above is performed between patient a and hospital B {FIG. ) Refer to connection form 2).

When the call between the patient a and the hospital B is completed, the hospital B disconnects the call and the hospital introduction device 30 and the patient a are reconnected (see the connection mode 1 in FIG. 10A). A result request message is sent out from the hospital introduction device 30 by voice, and the patient a inputs the result as a PB signal in response to the message. In this case, the result is OK here. Patient a disconnects the call (telephone), and the hospital introduction device 30 also disconnects the call. PBX10
Performs a normal call disconnection process, and the service ends.

FIGS. 11 to 13 are diagrams (1) to (3) for explaining an application example of the present invention to a store arranging system, in which a customer a calls the store arranging device 30 to obtain necessary products and the like. When the information is input by the PB signal, the store A / B that handles it
The customer and the customer a negotiate, and when the purchase is decided, the customer a inputs a payment method and the like to the shop recruiting device 30 by a PB signal. An example of a service for remittance is shown.

FIG. 11 shows the configuration of the store mediation system. In FIG. 11, a customer a is a communication partner (requester) in FIG.
a, the store placement device 30 is an automatic response system 30 shown in FIG.
(Operator b) and stores A and B correspond to the called parties c ₁ and c ₂ , respectively. The configuration of the PBX 10 may be the same as that described in FIG. An example of the call information 21 is shown in the inset (a). The “operator hold transfer mode identifier” = manual mode and the “operator hold disconnection mode identifier” = notification mode are read out from the subscriber data of the shop mediating apparatus 30 and recorded in the call information 21. Also, the service number of the operator hold transfer = 10
Set to 0.

In the store arranging device 30, reference numeral 31 denotes a CPU for performing various service processes relating to main control of the store arranging device 30 and automatic introduction of stores, 32 denotes a memory used by the CPU 31, and 33 denotes various voices under the control of the CPU 31. Voice message generator (VMG) for generating guidance, 3
Reference numeral 4 denotes a database (DB) storing various kinds of product information about a plurality of stores, 35 denotes a PB signal processing unit (PBP) for transmitting (dialing) a PB signal and receiving / analyzing the PB signal, and 36 denotes a PBX from the PBX 10. A line circuit (CIF) for terminating (interface) an analog telephone line,
Reference numeral 37 denotes a common bus of the CPU 31.

FIG. 12 shows a communication sequence of the store mediation system. FIG. 13 shows a connection form of the store placement system, and the operation of the store placement system will be described below with reference to both the drawings. In FIG. 12, first, a customer a makes a call to the store mediation device 30. The PBX 10 calls the store arranging device 30 by a normal connection process, and makes the customer a hear a ringing tone. The shop mediating apparatus 30 responds to the incoming call.

When the PBX 10 receives the response event,
A normal two-party connection process is performed, and the shop placement device 30 and the customer a
(See connection mode 1 in FIG. 13A). When connected, the store placement device 30 sends a voice message requesting authentication and input of desired merchandise to the customer a. The customer a inputs a corresponding answer to the voice message in the form of a PB signal, and the store placement device 30 receives the answer through the PB signal processing unit 35. Here, when the customer a is authenticated, it becomes possible to receive a substitute remittance service or the like by the store arranging device 30 later.

The store placement device 30 extracts the store A that handles the desired product by searching the database 34, and
After transmitting "Hooking + special number" as the operator hold transfer request to X10, the telephone number of store A is dialed. PB
In X10, when receiving the operator hold transfer request, the service control unit 15 sets the service number of the call information to the number 100 representing the operator hold transfer, and the operator hold transfer control unit 1
9 to pass the processing.

In the operator hold transfer control section 19, FIG.
The processing of (A) is executed to call the store A and request the call path control unit 16 to put the customer a on hold. At this time, the customer a listens to the hold sound {see connection mode 3 in FIG. 13 (B)}. When the store A responds, the PBX 10 receives the response event, and the service control unit 15 refers to the service number = 100 of the call information 21 and passes the processing to the operator hold transfer control unit 19.

FIG. 5B shows the operator hold transfer control section 19.
Is performed, and the communication path control unit 16 is requested to connect the store placement device 30 and the store A. Store mediation device 3
When the store A is connected to the store A, the store arranging device 30 sends to the store A a voice message indicating that there is a purchase request from the customer a and a purchase request message as a purchase request message. At this time, a response from the store A may be received by a PB signal. After that, the store placement device 30
Sends an operator hold request “hooking + special number” to the PBX 10.

PBX 10 that has received the operator hold request
The service control unit 15 determines that the service number of the call information 21 =
The process is passed to the operator hold transfer control unit 19 with reference to 100. The operator hold transfer control unit 19 executes the processing of FIG. 6A to request the call path control unit 16 to hold the shop placement device 30 and connect the shop A to the customer a. See connection mode 2 of 13 (C)}.

[0057] The connected customer a and the store A make a call, determine the product, confirm the payment method and the amount, and then the store A disconnects the call. PBX that received the disconnection event
In 10, the service control unit 15 refers to the service number = 100 of the call information 21 and passes the processing to the operator hold transfer control unit 19. The operator hold transfer control unit 19 executes the processing of FIG. 6B to transmit the PB signal indicating disconnection and the PB signal of the telephone number of the store A to the store arranging device 30. Request to. Thereafter, a request is made to the communication path control unit 16 to connect the shop placement device 30 and the customer a {see connection mode 1 in FIG. 13A}.

When the shop introduction device 30 and the customer a are reconnected, the shop introduction device 30 sends a result request message to the customer a by voice to request the result of the introduction. In response, the customer a inputs the result of the mediation by a PB signal. In this case, NG is set here. Then, the PB signal processing unit 3
The shop mediating apparatus 30 that has received the result through 5 retrieves the database 34 again and extracts another shop B. Then, "Hooking + special number", which is an operator hold transfer request, and the telephone number of the store B are dialed again to the PBX 10.

The operator hold transfer control section 19 of the PBX 10
Performs the same processing as described above, calls the store B, and requests the customer a to put the call on hold to the communication path control unit 16. The stored contents of the call information 21 in the PBX 10 at this time are shown in FIG. When store B responds,
The PBX 10 receives the response event. Thereby, the service control unit 15 determines that the service number of the call information 21 = 100
5B, and requests the communication path control unit 16 to connect the shop introduction device 30 and the shop B.

When connected to the shop B, the shop recruiting device 30 sends out a purchase request message similar to the above by voice,
Thereafter, "Hooking + special number", which is an operator hold request, is sent to the PBX 10, and the PBX 10 is put on hold by itself.
See connection form 2 in (D). The customer a and the store B make a call, and after deciding a product or the like, the store B disconnects the call.
As a result, the mediation device 30 is notified from the PBX 10 that the call has been disconnected and the telephone number of the store B that has disconnected the call.

As a result, the shop placement device 30 and the customer a are connected again {see connection mode 1 in FIG. 13A}.
A result request message is sent by voice from the store placement device 30 to the customer a, and the customer a responds to the
Input by signal. In this case, it is OK here. Further, the store mediation device 30 sends a message as to whether or not to perform the remittance by proxy to the customer a. The customer a inputs a PB signal indicating “execute” if the agent remittance is to be performed. Thereafter, the customer a disconnects the call, and the
Also disconnects the call, and the connection between them is disconnected. The store placement device 30 stores the agency remittance contents in the database 34 and ends the service.

In each of the above embodiments, an example of application to the private branch exchange (PBX 10) has been described, but the present invention can also be applied to a normal exchange in a public network. In this case, the automatic response system 30 (operator b) is directly connected to the subscriber line of the public network. Further, in the above embodiments, examples of application to an analog network have been described, but the present invention can also be applied to a digital network such as ISDN.

Further, in each of the above-described embodiments, the operator “b” is an automatic response system 30 comprising a personal computer or the like.
However, the present invention is not limited to this. For example, the operator b may be a person (operator), and the response system 30 may be a telephone-type terminal device operated by the operator b. In addition, although a plurality of embodiments suitable for the present invention have been described, it is needless to say that various changes can be made in the configuration, control, and combination of these components without departing from the spirit of the present invention.

[0064]

As described above, according to the present invention, call information such as busy / on hold for at least three parties is stored in association with each other, and a call from requester a to operator b is stored. Even if the call information is physically transferred to another called party c, the call information of the operator b is recorded in the call information 21 as a hold state,
Once established, the connection (authentication) relationship between the operator b and the requester a is substantially uninterrupted. Therefore, an advanced operator call transfer service using the two-party connection function of the exchange can be provided at a low cost, which greatly contributes to the spread of the automatic answering system.

[Brief description of the drawings]

FIG. 1 is a diagram illustrating the principle of the present invention.

FIG. 2 is a diagram showing a configuration of an operator hold transfer method according to the embodiment.

FIG. 3 is a diagram illustrating a storage mode of call information regarding an operator b.

FIG. 4 is a diagram illustrating a connection mode according to the present invention.

FIG. 5 is a flowchart (1) of operator hold transfer control according to the embodiment;

FIG. 6 is a flowchart (2) of operator hold transfer control according to the embodiment;

FIG. 7 is a flowchart (3) of operator hold transfer control according to the embodiment;

FIG. 8 is a diagram (1) illustrating an application example of the present invention to a hospital introduction system.

FIG. 9 is a diagram (2) illustrating an application example of the present invention to a hospital introduction system.

FIG. 10 is a diagram (3) illustrating an application example of the present invention to a hospital introduction system.

FIG. 11 is a diagram (1) illustrating an application example of the present invention to a store mediation system.

FIG. 12 is a diagram (2) illustrating an application example of the present invention to a store mediation system.

FIG. 13 is a diagram (3) illustrating an application example of the present invention to a store mediation system.

FIG. 14 is a diagram showing a configuration of a conventional operator call transfer system.

FIG. 15 is a diagram illustrating a conventional call connection mode.

[Explanation of symbols]

Reference Signs List 8 telephone (TEL) 10 private branch exchange (PBX) 11 subscriber termination unit 11 _{1 to} 11 _n line circuit 12 speech line switch 13 trunk unit 14 main control unit 15 service control unit 16 speech line control unit 17 two-party connection control unit Reference Signs List 18 signal control unit 19 operator hold transfer control unit (call connection control unit) 20 main memory 21 storage area for call information 22 storage area for subscriber information 30 automatic response system 100 public network

Claims (6)

[Claims] 1. An operator call transfer system in which an exchange transfers a call from a call partner to an operator to another called party in accordance with an operation of the operator, wherein the exchange connects a call between two parties. A road switch; a call information storage unit for storing call information such as busy / on hold for at least three parties' calls in association with each other; and a three-way switch based on the call information and new event information relating to the call. A call connection control unit that performs call connection control and the like, wherein the call connection control unit performs, during a two-party call between the operator and the other party, event information and a transfer destination telephone related to a call transfer request from the operator. Receiving the number, puts the call information of the operator on hold, makes a call to the transfer destination telephone number, and connects the call from the other party to the called party. Call transfer method. 2. An operator call transfer system in which an exchange transfers a call from a call partner to an operator to another called party in accordance with an operation of the operator, wherein the exchange connects a call between two parties. A road switch; a call information storage unit for storing call information such as busy / on hold for at least three parties' calls in association with each other; and a three-way switch based on the call information and new event information relating to the call. A call connection control unit that performs call connection control and the like, wherein the call connection control unit performs, during a two-party call between the operator and the other party, event information and a transfer destination telephone related to a call transfer request from the operator. By receiving the number, the call information of the other party is put on hold, and a call is made to the transfer destination telephone number to connect the operator and the called party, and thereafter, a call from the operator is made. Received event information related to transfer request And, the operator call forwarding system characterized with forming the call information 該操 author and hold, to connect the call from the calling party to the called party. 3. The call connection control unit according to claim 1, wherein, when a call is made to the transfer destination telephone number, if the called party is busy, the operator is notified of the fact. The described operator call transfer method. 4. A call connection control unit, upon receiving a call disconnection event information by a call partner or a called party during a two-way call between a call partner and a called party, informs the operator of the call disconnection. 4. The operator call transfer system according to claim 1, wherein the operator is notified of the telephone number of the side that disconnected the call, and connects the operator to a called party or a called party. 5. The call connection control unit disconnects a call between two parties by receiving event information of a call disconnection by the other party at the time of a two-party call between the other party and the called party. 4. The operator call transfer system according to claim 1, wherein the call information is disconnected. 6. The operator call transfer system according to claim 1, wherein the operator comprises an automatic answering system in which a telephone function unit is connected to the computer function unit.