JPS6338361A - Answering system for call incoming in busy mode of customer service telephone set with crt - Google Patents

Abstract

PURPOSE:To reduce the deterioration of custormer service in a busy mode by providing a memory part for information incoming in a busy mode, a transfer part for said information, and a transfer control part. CONSTITUTION:In a busy mode of a customer service telephone set 3 with CRT, a busy mode incoming call memory part 5 stores the extension number of a telephone set 1 together with its incoming point of time Then a busy mode incoming information transfer part 6 transfers the busy mode incoming information to the telephone set 3 under the control of a busy mode incoming information transfer control part 4. In this case, the part 6 works based on a program and the originating telephone set number and time, i.e., the busy mode incoming information are transferred to the telephone set 3 via a route 7a of a time division switch 7. A CRT display part 3a of the telephone set 3 displays said originating telephone number and the point of time. Thus an operator judges a display number (a guest room or a business extension) and gives an answer via a special number in case an instantaneous answer is required.

Description

DETAILED DESCRIPTION OF THE INVENTION (Field of Industrial Application) The present invention relates to a busy call response system in an electronic private branch exchange having a CRT customer service telephone (prior art). Conventionally, this type of busy call response system has been used. When there is an incoming call on the extension that is currently on the line, it will emit a warning tone to notify you of the incoming call.
In addition, multi-function telephones with a display displayed the number of an incoming call.

(Problems to be Solved by the Invention) The conventional busy call termination method described above does not record the fact that a busy call has been received, so it cannot handle multiple busy calls gradually. This system had the disadvantage that customer service deteriorated because it was not possible to answer automatically after the current call ended.

The purpose of the present invention is to record the busy incoming call information of the incoming call when the OH/T customer service telephone is in the middle of a call.
Provides a busy call response method for ORT customer service telephones that can be displayed on a part of the ORT customer service telephone to enable all responses to multiple busy calls and maintain a constant level of customer service. It's about doing.

(Means to Solve the Problem) In order to achieve the above object, the busy call answering method of each service telephone with CRT according to the present invention is a busy call answering method that stores the extension number of the calling telephone and the time of incoming call. An information storage section, a busy call information transfer section that transfers busy call information, and a busy call information transfer fee section are provided to prevent other incoming calls from occurring while the CRT customer service telephone is on d-talk. When a call is received, the extension number of the calling telephone and the time of incoming call are stored in the busy call information record 1 part, and the call information transfer unit and the CR
It connects with the CRT customer service telephone, transfers the busy care information to the CRT customer service telephone, displays the calling telephone a size and time on a part of the 0ILT, and then displays the OR'1'
When a special number is dialed from the customer service telephone, the contents of the busy incoming call storage section are read, and the telephone registered in the busy incoming call storage section is connected to the CRT customer service telephone. It is configured as follows.

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

FIG. 1 is a relay system diagram showing an embodiment of an electronic private branch exchange configured according to the inventive system.

In the figure, the description of the exchange control part of the time division switch 7 is omitted, and only the parts related to the present invention are shown.

An explanation will be given of the operation when telephone a2 and CRT customer service telephone 3 are engaged in a call, and telephone 1 makes a call to telephone 3.

When a 0-T customer service telephone is found to be busy, the extension number of the telephone 1 and the time of incoming call are stored in the busy incoming call storage section 5. Under the control of the transfer control unit 4, the busy call information transfer unit 6 transfers the busy call information to the telephone set 3. The busy call information transfer unit 6 is implemented by a program, and the calling telephone number and time, which are the busy call information, are transferred to the telephone 3 through a path 7a of the time division switch 7.

The CI (T) display section 3a of the telephone 3 displays the originating telephone number and time as incoming call information during busy time.

If there is an incoming call from another party, it will be displayed on the CRT display m3a in the same way as llj:(number).The operator must judge the displayed number (in the guest room or a business extension) and respond immediately. If it is determined that this is the case, answer by dialing a special number.Dialing the special number reads out the contents of the busy incoming call storage unit 5, and starts a program that connects with the read calling telephone.Immediate response is required. If not, after the current call ends, by ringing the special number, the transfer control unit 4 retrieves the information from the busy incoming call storage unit 5 and transfers the information to the telephone 3.
and telephone l.

At this time, if the telephone 1 responds, the transfer control unit 4 clears the information of the telephone 1 of the busy incoming call information and also clears the CR.
The display on T is also cleared.

If there is no response, this information will not be deleted. Furthermore, since the information remains on the CRT display section 3a for a plurality of incoming calls, it is possible to connect by dialing the special number in order.

(Effects of the Invention) As described above in detail, the present invention provides a CR of a CRT customer service telephone during a call by providing a busy incoming call information storage unit, a busy incoming call information transfer unit, and a transfer control unit.
The T-display displays the calling phone number and time of an incoming call, and you can connect to the calling phone by dialing a special number, so even if there are many incoming calls while you are busy, you can respond to all of them. This has the effect of reducing the deterioration of customer service when a customer service telephone is busy.

[Brief explanation of the drawing]

FIG. 1 is a relay system diagram showing an embodiment of an electronic private branch exchange constructed according to the system of the present invention. 1... Telephone (guest room) 2... Telephone (guest room) 3... CRT customer service telephone 4... Busy call information transfer control unit 5... Busy call information storage unit 6 ... Busy call information transfer section 7 ... Connection section (TI') S'#; Time division switch) Patent applicant NEC Engineering Co., Ltd. Agent Patent attorney Hisashi Inoro 11 Figures 5, 1

Claims (1)

[Claims] A CRT is provided with a busy call information storage unit that stores the extension number of the calling telephone and the time of call arrival, a busy call information transfer unit that transfers the busy call information, and a busy call information transfer control unit.
When another incoming call is received while the customer service telephone is on a call, the extension number and the time of incoming call of the calling telephone are stored in the busy incoming call information storage section, and the busy incoming call information transfer section and the CRT The CRT customer service telephone is connected to the CRT customer service telephone and the busy call information is transferred to the CRT customer service telephone.
The calling telephone number and time are displayed in the upper part of the incoming call, and when a special number is dialed from the CRT-equipped customer service telephone, the contents of the busy incoming call storage section are read out;
Telephone and CR registered in the busy incoming call storage unit
C, which is characterized by being connected to a customer service telephone;
A system for answering incoming calls when RT customer service telephones are busy.