JPS6333958A - Deputy response system - Google Patents

Abstract

PURPOSE:To contrive to reduce a waiting time by operating a key designating an extension for deputy reply from a trunk line attendant board so as to transfer a retained call awaiting a reply to a designated specific extension for the reply as a deputy personnel for the operator if the operating capability of the operator is exceeded. CONSTITUTION:When the operator discriminates it that the display of retended calls awaiting a reply exceeds the processing schedule call number for a prescribed time of the operator, the operator decides the reply priority to the retended calls by call type. Then the idle deputy reply extension for the 1st priority call (e.g., a call of a TRK 30) is confirmed and an extension key and a deputy reply designation key in a key section 52 are depressed. A central controller CC 40 controls a SW 20 based on key information from an attendant board ATT 50, transfers the call to a deputy call reply extension (e.g., extension 10) and the extension 10 replies the call as a deputy. As to a call with the 2nd and succeeding priority, the key operation is applied similarly sequentially, then the retended calls are subject to deputy reply without being awaited.

Description

DETAILED DESCRIPTION OF THE INVENTION [Field of Industrial Application] The present invention relates to a proxy response system, and more particularly to a proxy response system that allows a specific extension to respond to a backlog of calls that are not answered by a central office line relay stand operator.

[Conventional technology]

Conventionally, this type of proxy response system uses a single-line relay stand (hereinafter referred to as A).
A time limit monitoring circuit installed in the TT monitors the waiting time for a handler response (hereinafter simply referred to as waiting time) for each incoming call, and when this waiting time exceeds a certain value, the call is automatically forwarded to a specific extension and the call is sent to the handler. The first example of responding instead of A, T T
There is a second example in which all subsequent incoming calls are automatically transferred to a specific extension by pressing a telephone key provided at the terminal when the traffic exceeds the handler's processing capacity.

[Problem that the invention seeks to solve]

The above-mentioned first conventional example requires a time limit monitoring means, and therefore has the disadvantage of being costly. In addition, in the second conventional example, the waiting time for incoming calls after the telephone key is pressed is shortened, but incoming calls before the telephone key is pressed still have to wait for the operator to respond, so this is insufficient as a countermeasure against response delays. There is a drawback.

[Means for solving problems]

The proxy response method of the present invention is an AT'l of a private branch exchange.

A plurality of telephone keys are provided for selecting and specifying specific extensions, and the AT
Operating the telephone key corresponding to a specific extension that should answer each delinquent call on behalf of the handler in accordance with the processing priority assigned by the handler to the unanswered backlog calls displayed on the T. The call is transferred to the specific extension.

〔Example〕

Next, the present invention will be explained with reference to the drawings.

FIG. 1 is a block diagram of a private branch exchange illustrating an embodiment of the proxy response system of the present invention.
W) Extension 10 to 20. ~In and the central office line trunk (hereinafter T
RK) 30.31, ~3m, and ATT50 are accommodated, and 5W20. ATT50 is the central control unit (CC)
The connection is controlled by 40. The ATT 50 has a display section 51 that displays the call type of the call being handled by the handler and the call waiting for the handler to handle (incoming call from a central office line, incoming call from a dedicated line, call to the handler from an extension, etc.), 10. -1n includes a telephone key section 52 having a plurality of extension keys corresponding to proxy response extensions and a proxy response designation key.

Next, the operation of this embodiment will be explained.

When the operator determines that the display of the number of calls waiting for a response on the display unit 51 exceeds the number of calls that he or she plans to process within a certain period of time,
The priority for responding to these backlogged calls is determined based on the call type, and the telephone key section 52 selected by checking the availability of the proxy response extension to which the first priority call (for example, an incoming call with TRK 30) should be answered. Press the extension key and the proxy response designation key.

CC40 performs SW based on the key information from ATT50.
20 and call proxy response extension from TRK30 (
For example, the call is transferred to extension 10), and extension 10 answers the call on behalf of the user. If the same key operations are sequentially performed for calls after the second priority, the backlog calls will receive proxy responses without having to wait. However, since this proxy response processing is performed within the private branch exchange, the calling party does not know that the call has been transferred.

〔Effect of the invention〕

As explained above, the present invention enables the identification of a backlog of calls that are waiting to be answered when the handler's handling capacity is exceeded by operating a telephone key that designates an extension that should be answered on behalf of the central office relay board. The incoming call can be forwarded to an extension and answered on behalf of the handler, which has the effect of shortening waiting time.

[Brief explanation of the drawing]

FIG. 1 is a block diagram of a private branch exchange illustrating an embodiment of the proxy response system of the present invention. 10, ~1n... extension, 20... call path switch (SW), 30, 31. ~3m・・・・・・
Central office line trunk (TRK), 40...Central control unit (CC). 50... Office line relay stand (ATT), 51...
...Display section, 52...Telephone key section. No./Figure 4θ

Claims (1)

[Claims] A plurality of telephone keys for selecting and specifying specific extensions are provided on the central branch relay board of the private branch exchange, and processing priority is given by the handling operator to the backlog of calls that are not answered by the handling operator and are displayed on the central branch switching board. 1. A proxy answering system, characterized in that each pending call is transferred to a specific extension by operating the telephone key corresponding to the specific extension to which the caller is to answer on behalf of the handler.