JPS586423B2 - Call distribution method at the switchboard - Google Patents
Call distribution method at the switchboardInfo
- Publication number
- JPS586423B2 JPS586423B2 JP6907977A JP6907977A JPS586423B2 JP S586423 B2 JPS586423 B2 JP S586423B2 JP 6907977 A JP6907977 A JP 6907977A JP 6907977 A JP6907977 A JP 6907977A JP S586423 B2 JPS586423 B2 JP S586423B2
- Authority
- JP
- Japan
- Prior art keywords
- switchboard
- distribution
- call
- group
- queue
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Expired
Links
Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
Landscapes
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Exchange Systems With Centralized Control (AREA)
- Sub-Exchange Stations And Push- Button Telephones (AREA)
Description
【発明の詳細な説明】
本発明は，交換台を有する通信用交換機において、交換
台の介入を必要とする呼を交換台に配布する方式に関す
る。DETAILED DESCRIPTION OF THE INVENTION The present invention relates to a system for distributing calls requiring intervention of the switch to the switch in a communications switch having a switch.
従来この種の交換台における呼の配布方式においては，
交換台の介入を必要とする呼は、複数の交換台に同時に
配布され、最も早く応答した交換台扱者がその呼を取扱
うという方法が最も一般的であり，呼の種別と交換台と
の対応関係は交換台群単位で電鍵またはダイヤルを人手
で操作することにより変更する方法がとられていた。Conventionally, in the call distribution method in this type of switchboard,
Most commonly, calls requiring switchboard intervention are distributed simultaneously to multiple switches, with the switch operator who answers the earliest handling the call, depending on the type of call and the switchboard. The correspondence relationship was changed by manually operating a telephone key or dial for each switchboard group.
また特に呼の接続要求を一旦預って，後で後続するよう
な場合、その呼は、紙チケットというものに記録され，
接続時人手で各交換台に配る方法がとられていた。In addition, especially when a call connection request is once received and subsequently followed up, the call is recorded on a paper ticket.
The method used was to manually distribute the information to each switchboard upon connection.
このため，従来技術では、呼の量及び交換台扱者数の変
動に対処するためには常に人手を要し、また一部の呼の
配布にも人手を要するという欠点があった。For this reason, the prior art has the disadvantage that it always requires manpower to deal with fluctuations in the volume of calls and the number of switchboard operators, and also requires manpower to distribute some calls.
また、これら人手による配布制御では，操作の時間的遅
れによって呼が交換台に配布される時の待ち合わせ時間
が、不当に変動するため呼へのサービスが低下し、交換
台扱者の能率も不当に変動するという欠点があった。In addition, with these manual distribution controls, the waiting time when calls are distributed to the switchboard varies unreasonably due to the time delay in operations, resulting in a decline in call service and an unreasonable reduction in the efficiency of the switchboard operator. The disadvantage was that it fluctuated.
本発明は，呼とそれを扱う作業台群との対応関係を呼の
量に応じて自動的に変えることにより、上記欠点を除去
し、呼へのサービスを向上させた交換台における呼の配
布方式を提供するものである。The present invention eliminates the above-mentioned drawbacks and improves the call service at a switchboard by automatically changing the correspondence between a call and a group of workstations that handle it according to the volume of calls. It provides a method.
本発明の他の目的は、作業台群の能率に応じて交換台を
各作業台群に自動的に所属替えすることにより、交換台
の能率を高めるための、交換台における呼の配布方式を
提供することにある。Another object of the present invention is to provide a method for distributing calls at a switchboard to increase the efficiency of the switchboard by automatically assigning the switchboard to each workstation group according to the efficiency of the workstation group. It is about providing.
本発明の更に他の目的は、呼の交換台への配布制御を自
動化することにより，能率的、経済的な交換台における
呼の配布方式を提供することにある。Still another object of the present invention is to provide an efficient and economical call distribution system in a switchboard by automating the control of call distribution to the switchboard.
本発明は，交換台の介入を必要とする呼を，その種別に
応じて配布待ち行列に登録するための待ち行列制御部と
，各交換台をその担当作業に応じて作業台群に割当て登
録するための台群管理部と前記配布待ち行列から呼を１
つづつ取り出して、対応する作業台群のうちの１つの空
き交換台に配布するための呼配布制御部と、前記配布待
ち行列と作業台群との対応関係及び交換台と作業台群と
の対応関係を自動的に変更可能とすることにより呼の待
ち合わせ時間の不当な遅延を除去し、交換台の作業能率
の不当な変動を除去するための配布管理部とにより構成
される。The present invention includes a queue control unit for registering calls that require switchboard intervention in a distribution queue according to their type, and a queue control unit for registering calls that require switchboard intervention in a distribution queue, and assigning and registering each switchboard to a group of workbenches according to the work in charge. 1 call from the fleet management unit and the distribution queue for
a call distribution control unit for picking up and distributing calls one by one to one vacant switchboard in a corresponding workbench group; a correspondence relationship between the distribution queue and the workbench group; The distribution management section eliminates unreasonable delays in call waiting times by automatically changing the correspondence relationship, and eliminates unreasonable fluctuations in the work efficiency of the switchboard.
次に本発明の実施例について図面を参照して説明する。Next, embodiments of the present invention will be described with reference to the drawings.
図は本発明の一実施例を示すブロック図であり、呼の配
布待ち行列群１と，作業台群の集まり２と、待ち行列制
御部３と，台群管理部４と．呼配布制御部５と，配布管
理部６とを含む。The figure is a block diagram showing an embodiment of the present invention, which includes a call distribution queue group 1, a work platform group 2, a queue control section 3, a platform group management section 4, and so on. It includes a call distribution control section 5 and a distribution management section 6.
同図において、待ち行列制御部３は、交換台の介入を必
要とする呼を，その種別によって決まる待ち行列１１，
１２，１３，１４のいずれかに登録する。In the figure, a queue control unit 3 stores calls requiring switchboard intervention in a queue 11 determined by the type of the call.
12, 13, or 14.
一方台群管理部４は，交換台２１１〜２１６が作業台群
２０１，２０２，２０３のうちのいずれに属するかを管
理するための交換台管理メモリというべきものを持って
おり、この管理メモリに従って、各々の空き交換台を、
作業台群２０１，２０２，２０３のいずれかに登録する
。On the other hand, the platform group management unit 4 has what can be called a switchboard management memory for managing which of the workbench groups 201, 202, and 203 the switchboards 211 to 216 belong to, and according to this management memory. , each vacant switchboard,
It is registered in any of the workbench groups 201, 202, and 203.
次に，呼配布制御部５は、待ち行列１１〜１４に待ち合
せている呼を１つづつ取り出し，それぞれの待ち行列に
対応する交換台群２０１，２０２，２０３に配布する。Next, the call distribution control unit 5 takes out the calls waiting in the queues 11 to 14 one by one and distributes them to the switchboard groups 201, 202, and 203 corresponding to each queue.
この配布は、待ち行列１１〜１４と作業台群２０１２０
２，２０３との対応づけを行うための配布制御メモリに
従って行われるが、このメモリは呼配布制御部５に含ま
れている。This distribution is for queues 11 to 14 and workbench group 20120.
This is done in accordance with the distribution control memory for making the association with call distribution control unit 5.
また前記呼の作業台群２０１，２０２，２０３への配布
とは、より具体的には、１つの作業台群に登録された１
つの空き交換台を呼出す動作と，当該交換台を作業台群
の登録から抹消することを意味する。Moreover, the distribution of the call to the workbench groups 201, 202, and 203 more specifically refers to
This refers to the operation of calling up an empty switchboard and deleting that switchboard from the registration of the workstation group.
以上のようにして，交換台の介入を必要とする呼は，１
つづつ，適切な空き交換台へ配布される。In this way, calls requiring switchboard intervention are
One by one, they are distributed to appropriate vacant switchboards.
なお、台群管理部４は、各交換台２１１〜２１６の作業
状況を監視しており，配布された呼の取り扱い作業が終
了すると、当該交換台を，それの所属する作業台群へ再
び登録する。Note that the console group management unit 4 monitors the work status of each switchboard 211 to 216, and when the handling of distributed calls is completed, the switchboard is re-registered to the workstation group to which it belongs. do.
もしも呼の発生量や、交換台扱者数が常に一定ならば，
上記呼の配布の流れは変える必要がない。If the number of calls and the number of switchboard operators are always constant,
There is no need to change the above call distribution flow.
しかし，実際問題としては呼の発生量は絶えず変動する
し、交換台扱者数も各作業毎に均等に配置することは困
難である。However, as a practical matter, the number of calls constantly fluctuates, and it is difficult to distribute the number of switchboard operators evenly for each task.
それ故呼の種別に対応して設けられている配布待ち行列
１１〜１４と作業台群２０１〜２０３との対応関係，作
業台群２０１〜２０３と交換台２１１〜２１６との対応
関係を変えることにより，呼の配布待ち合せ時間の不当
な遅れや，交換台の能率の不当な変動を防止する必要が
ある。Therefore, it is necessary to change the correspondence between the distribution queues 11-14 and the workbench groups 201-203 and the correspondence between the workbench groups 201-203 and the switchboards 211-216, which are provided according to the type of call. Therefore, it is necessary to prevent unreasonable delays in call distribution waiting times and unreasonable fluctuations in switchboard efficiency.
配布管理部６は、上記の必要を満たすための働きをする
ものである。The distribution management section 6 functions to meet the above requirements.
すなわち、配布管理部６には各々の曜日、時刻毎に、配
布待ち行列１１〜１４と作業台群２０１〜２０３との対
応関係を規定するメモリ及び交換台２１１〜２１６と作
業台群２０１〜２０３との対応関係を規定するメモリが
多数、スケジュール表という形で設けられている。That is, the distribution management unit 6 has a memory that defines the correspondence between the distribution queues 11 to 14 and the workbench groups 201 to 203 for each day of the week and time, as well as the switching tables 211 to 216 and the workbench groups 201 to 203. A large number of memories are provided in the form of schedule tables that define correspondence relationships between
配布管理部６は，曜日、時刻が変わる度に、スケジュー
ル表の中の該当メモリの内容によって、呼配布制御部５
内の前記配布制御メモリ，および台群管理部４内の前記
交換台管理メモリを書きかえる動作を自動的に行う。The distribution management unit 6 controls the call distribution control unit 5 according to the contents of the corresponding memory in the schedule table every time the day of the week or time changes.
The operation of rewriting the distribution control memory in the machine group management section 4 and the switchboard management memory in the machine group management section 4 is automatically performed.
このメモリ自動書きかえによって，交換台への呼の配布
の流れが自動的に変えられる。This automatic memory rewriting automatically changes the flow of call distribution to the switchboard.
本発明は以上説明した構成をとることにより、呼の交換
台への配布待ち合せ時間の平均化、交換台の作業能率の
平均化ができ，呼の種別毎の待合せ時間の管理および交
換台の１台毎の運用管理が容易になる。By adopting the configuration described above, the present invention can average the waiting time for distributing calls to the switchboards, average the work efficiency of the switchboards, manage the waiting time for each type of call, and manage the waiting time for calls to the switchboards. Operation management for each machine becomes easier.
図は本発明の一実施例を示すブロック図である。
１・・・配布待合せ行列群、１１〜１４・・・待合せ行
列、２・・・作業台群の集まり，２０１〜２０３・・・
作業台群、２１１〜２１６・・・交換台、３・・・待ち
行列制御部、４・・・台群管理部、５・・・呼配布制御
部，６・・・配布管理音貼The figure is a block diagram showing one embodiment of the present invention. 1... Distribution waiting line group, 11-14... Waiting line group, 2... Gathering of work bench groups, 201-203...
Workbench group, 211-216...Switchboard, 3...Queue control section, 4...Machine group management section, 5...Call distribution control section, 6...Distribution management sound paste
Claims (1)
入を必要とする呼をその種別に応じて配布待ち行列群の
中の１つの待ち行列に登録するための待ち行列制御部と
，各交換台を担当作業に応じて作業台群のうちの１つに
登録するための台群管理部と、該配布待ち行列群から呼
を１つづつ取り出して呼の種別に対応する作業台群に属
する１つの空き交換台に配布するための呼配布制御部と
，呼の配布及び交換台を管理する配布管理部とから成り
、該配布管理部は、配布待ち行列群と作業台群との対応
関係及び交換台と作業台群との対応関係を自動的に変更
可能としたことを特徴とする、交換台における呼の配布
方式。1. In a communication switch having a switchboard, a queue control unit for registering a call requiring switchboard intervention in one queue in a group of distribution queues according to its type, and a queue control unit for each switch. A machine group management unit that registers a machine into one of the workbench groups according to the work it is responsible for, and a machine group management unit that extracts calls one by one from the distribution queue group and belongs to the workbench group that corresponds to the type of call. It consists of a call distribution control unit for distributing calls to one available switchboard, and a distribution management unit for managing call distribution and the switchboard, and the distribution management unit manages the correspondence between distribution queue groups and workstation groups. and a call distribution method in a switchboard, characterized in that the correspondence between the switchboard and a group of workbenches can be automatically changed.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| JP6907977A JPS586423B2 (en) | 1977-06-10 | 1977-06-10 | Call distribution method at the switchboard |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| JP6907977A JPS586423B2 (en) | 1977-06-10 | 1977-06-10 | Call distribution method at the switchboard |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| JPS544006A JPS544006A (en) | 1979-01-12 |
| JPS586423B2 true JPS586423B2 (en) | 1983-02-04 |
Family
ID=13392210
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| JP6907977A Expired JPS586423B2 (en) | 1977-06-10 | 1977-06-10 | Call distribution method at the switchboard |
Country Status (1)
| Country | Link |
|---|---|
| JP (1) | JPS586423B2 (en) |
Families Citing this family (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| DE3048304A1 (en) * | 1980-12-20 | 1982-07-29 | Robert Bosch Gmbh, 7000 Stuttgart | "FUEL INJECTION NOZZLE FOR INTERNAL COMBUSTION ENGINES" |
| JPS57156073U (en) * | 1981-03-27 | 1982-09-30 | ||
| JPS5840967U (en) * | 1981-09-08 | 1983-03-17 | 日本電気株式会社 | telephone exchange |
| DE3151293A1 (en) * | 1981-12-24 | 1983-07-07 | Robert Bosch Gmbh, 7000 Stuttgart | FUEL INJECTION SYSTEM FOR DIRECT FUEL INJECTION IN COMBUSTION ENGINES |
| JP2578643B2 (en) * | 1988-06-28 | 1997-02-05 | 明星電気株式会社 | Control method of the number of lines and number of accepted terminals, and incoming call distribution method |
-
1977
- 1977-06-10 JP JP6907977A patent/JPS586423B2/en not_active Expired
Also Published As
| Publication number | Publication date |
|---|---|
| JPS544006A (en) | 1979-01-12 |
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