KR100217414B1 - Universal call distribution supervision mehtod of key telephone system - Google Patents

Abstract

The present invention relates to a method for managing call related information of each key set in a key phone system having an equal call distribution function without connecting a calculation device such as a separate PC to the outside. The present invention discloses a method of setting a keyset of a plurality of keysets to a supervisor and managing call-related information for other keysets other than the supervisor keyset using the supervisor keyset. The call-related information managed for each keyset includes at least a response-ready state for a call currently being received, a total number of calls received for a preset time, an average talk time for an incoming call, and an average response time for an incoming call Information. The call related information managed for each group includes the total number of currently incoming calls waiting, the waiting time of the longest incoming call, the total number of incoming calls for a preset time, the average waiting time for incoming calls, the average response time for incoming calls, The number of times that all the key sets are in communication.

Description

TECHNICAL FIELD [0001] The present invention relates to a method of managing information related to call in a key telephone system having an equal call distribution function,

The present invention relates to a key telephone system having an equal call distribution function, and more particularly, to a method for managing call related information of each key set in the system.

In a key telephone exchange system in which a plurality of key sets are usually connected to a single key telephone exchange, when a call is received from the CO line, the key telephone exchange distributes the call equally to all of the responsive key sets to receive the call. Such a system is called a key telephone system having a so-called uniform call distribution function, and each key set at this time is called an agent. The keyphone system having such an equal call distribution function is widely used in companies providing convenient services to many customers, for example, a travel service and a ticket reservation service. In other words, the key telephone system installed in a company providing the customer convenience service distributes the call equally to all the available agents when a call is received from the customer, so that the telephone customer can receive the convenience service.

Meanwhile, in order to provide more convenient service to the customers, the companies installing the key phone system having the equal call distribution function often manage the call related information such as the number of calls from the customer, .

1 is a diagram illustrating a connection configuration of a key phone system having an equal call distribution function for managing call related information according to the related art. As shown in FIG. 1, conventionally, a separate computing device such as a PC 20 is connected to the keyphone switch 10 to manage call related information. That is, the key telephone exchange 10 transmits various kinds of information on calls to all the agents (key set 1 to key set n: 11 to 14) from the CO to the PC 20 connected to the outside, and based on this information, Related information was managed by the software program of FIG.

However, such a function is not able to be performed when an expensive PC is not separately connected to the outside of the key phone system. In addition, the PC at this time must be provided with a software program for managing call-related information for each agent.

Accordingly, an object of the present invention is to provide a method for managing call related information more efficiently for each agent in a keyphone system having an equal call distribution function.

It is another object of the present invention to provide a method of managing call related information for each agent without providing an external computing device in a key phone system having an equal call distribution function.

In order to accomplish these objects, the present invention discloses a method of managing call related information for each key set for each group and each key set using a key set set as a supervisor among a plurality of key sets.

According to a first aspect of the present invention, there is provided a method for managing call-related information, comprising: setting a keyset among a plurality of keysets to a supervisor; and using the supervisory keyset to transmit call- And the like.

According to a second aspect of the present invention, there is provided a method for managing call-related information, comprising: setting a keyset of a plurality of keysets to a supervisor; operating buttons installed in the supervisor keyset in advance to other keysets other than the supervisory keyset Related information to be displayed on the liquid crystal display part of the supervisor key set.

According to a third aspect of the present invention, there is provided a method for managing call-related information, comprising the steps of: setting a keyset of a plurality of keysets to a supervisor keyset; Related information on a liquid crystal display of the supervisor key set; and a third step of displaying a series of call-related information on each key set when the key telephone system enters the supervisor mode, And a fourth step of printing a series of call related information on the key sets through a printer connected to the outside.

The call-related information managed for each keyset includes at least a response-ready state for a call currently being received, a total number of calls received for a preset time, an average talk time for an incoming call, and an average response time for an incoming call Information. The call related information managed for each group includes the total number of currently incoming calls waiting, the waiting time of the longest incoming call, the total number of incoming calls for a preset time, the average waiting time for incoming calls, the average response time for incoming calls, The number of times that all the key sets are in communication.

Brief Description of the Drawings Fig. 1 is a diagram showing a connection configuration of a key telephone system having an equal call distribution function for managing call related information according to a related art; Fig.

BACKGROUND OF THE INVENTION 1. Field of the Invention [0001] The present invention relates to a key telephone system, and more particularly, to a key telephone system having a uniform call distribution function for managing call related information according to an embodiment of the present invention.

3 is a diagram illustrating a connection configuration of a key phone system having an equal call distribution function for managing call related information according to another embodiment of the present invention;

4 is a view showing in more detail the general configuration of the key telephone exchanger shown in Figs. 1 to 3. Fig.

5 is a diagram showing the structure of the memory unit of FIG. 4 for processing call related information according to the present invention;

FIG. 6 is a flowchart illustrating a process for managing call related information according to a keyset according to the present invention; FIG.

FIG. 7 is a flowchart illustrating a process of managing call-related information for each group according to the present invention; FIG.

8 is a flowchart showing a process of printing call related information managed according to the present invention.

9 is a flowchart showing a process for deleting call related information managed according to the present invention;

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS Hereinafter, preferred embodiments of the present invention will be described in detail with reference to the accompanying drawings. It should be noted that, in the drawings, like reference numerals are used to denote like elements in the drawings, although they are shown in different drawings. In the following description of the present invention, detailed description of known functions and configurations incorporated herein will be omitted when it may make the subject matter of the present invention rather unclear. It is to be understood that both the foregoing general description and the following detailed description are exemplary and explanatory and are intended to provide further explanation of the invention as claimed.

FIG. 2 and FIG. 3 are views showing a connection configuration of a key phone system having an equal call distribution function for managing call related information according to the present invention. Referring to these two figures, it is confirmed that a supervisor key set 11 is provided, and the supervisory key set 11 manages call related information for other key sets. It is a characteristic feature of the present invention that call related information for a plurality of key sets is managed by the supervisor key set 11. That is, conventionally, in order to manage call related information for a large number of keysets, a separate computing device such as a PC is connected to the outside. In the present invention, a key set of a plurality of keysets is set as a supervisor key set, When the operator manipulates the supervisor keyset, it is possible to display and print the call-related information for each keyset.

2 is a diagram illustrating a connection configuration of a key phone system for managing call related information for each of the key sets according to an embodiment of the present invention. Referring to FIG. 2, in an embodiment of the present invention, a first keyset 11 among a plurality of keysets 11 to 14 is set as a supervisor keyset, and the supervisory keyset is used to manage call- .

3 is a diagram illustrating a connection configuration of a key phone system for managing call related information for each key set according to another embodiment of the present invention. Referring to FIG. 3, according to another embodiment of the present invention, a predetermined number of key sets are grouped into groups, and the call related information about the key sets grouped in groups is managed by the supervisor key set 11. [ That is, the key sets 21 to 26 are grouped into a group 200, the key sets 31 to 36 are grouped into a group 300, the key sets 41 to 46 are grouped into a group 400, and the call related information on each of the grouped key sets is managed by a supervisor key set 11 .

FIG. 4 is a detailed view showing the configuration of the keyphone exchanger 10 shown in FIGS. 1 to 3. FIG. It will be appreciated that such a configuration is well known in the art at the time of filing of the present invention.

In FIG. 4, the central processing unit 100 controls the overall operation of the system, such as controlling call switching and providing various services to the subscriber. The memory unit 102 stores programs and initial service data of the central processing unit 100 for performing basic calls and various functions, and temporarily stores data processed by the central processing unit 100. [ The memory unit 102 includes a ROM for storing program and service data, and a RAM for temporarily storing data generated during program execution. The clock circuit 104 generates current time data as a clock chip IC and outputs it to the central processing unit 100. The switching circuit 106 switches various tones and voice data under the control of the central processing unit 100. The general subscriber circuit 108 supplies a call current to a general telephone (not shown) under the control of the central processing unit 100, and at the same time, interfaces signals between the general telephone and the switching circuit 106. The ring generator 110 generates a ring signal and supplies it to the subscriber line. The keyphone subscriber circuit 112 transmits and receives various data to and from the key set (the plurality of keysets in FIGS. 2 and 3) under the control of the central processing unit 100, and provides a communication current and interfaces signals between the key set and the switching circuit 106. Here, the key set and the ordinary telephone become extension subscribers. The line connecting the general subscriber circuit 108 and the key phone subscriber circuit 112 and the extension subscriber is a subscriber line. The tone generator 114 generates various tone signals under the control of the central processing unit 100 and outputs them to the switching circuit 106. The CO line circuit 116 seizes the CO line under the control of the central processing unit 100 to form a CO line loop, and interfaces signals between the CO line and the switching circuit 106. Here, the term " CO line " refers to a line connecting the CO line circuit 116 and the government exchange period. The DTMF receiver 118 analyzes the DTMF signal input from the switching circuit 106, converts the DTMF signal into digital data, and outputs the digital data to the central processing unit 100. Here, the DTMF signal received from the switching circuit 106 to the DTMF receiver 118 may be a telephone number generated by an external subscriber through a trunk line or a telephone number generated by an extension subscriber. The DTMF transmitter 120 converts the digital data output from the central processing unit 100 into a DTMF signal and outputs the DTMF signal to the switching circuit 106.

5A and 5B are diagrams showing the structure of the memory unit 102 shown in FIG. 4 for processing call related information according to the present invention. FIG. 5A is a diagram illustrating a structure of a memory that allows call related information to be managed for each keyset, and FIG. 5B is a diagram illustrating a structure of a memory that allows call related information to be managed not only for each keyset but also for each group .

Referring to FIG. 5A, a memory for storing call related information for each key set includes an L1 area for storing a status of a response to a call being currently received, and a total number of calls (for example, an L3 area storing an average call time for an incoming call and an L4 area storing an average ring time for an incoming call.

Referring to FIG. 5B, the memory for storing call related information for each group stores an Ml area for storing a total number of calls currently queued (calls in queue now) and a longest queue time for the longest incoming call (M3) area for storing an average time in queue for an incoming call, and an M4 area for storing an average time in queue for an incoming call. An M5 area storing times all busy today, and an M6 area storing an average ring time for an incoming call.

As shown in FIGS. 5A and 5B, the call-related information and the call-related information for each keyset stored in the structured memory are continuously transmitted to the central processing unit 100 And is updated and stored. The stored call related information may include specific buttons (e.g., a supervisor (SUPV) button, a left button, a center button, a right button) in the supervisor key set 11 shown in FIGS. Button is displayed on the liquid crystal display of the supervisory key set 11 by operating the operator, such as a button, a volume up / down button, and a scroll (SCROLL) button. In addition, the call related information thus displayed can be printed through this printer when a printer is connected externally.

When the operator operates the supervisor key set 11, the management operation of the call related information includes an operation of displaying call related information for each key set, an operation of displaying call related information for each group, a setting operation And an operation for deleting the call related information. The operation according to this will be described in detail as follows.

First, an operation in which the operator operates the buttons of the supervisor key set 11 to display call related information on each key set on the LCD will be described. This operation is performed according to the processing flow as shown in Fig.

Now, when the operator presses the so-called SUPV button on the supervisor key set 11 that sets the key phone system to the supervisor mode, the central processing unit 100 of FIG. 4 confirms this in step 601 of FIG. When the SUPV button is pressed, the central processing unit 100 enters the supervisor mode of the key phone system. In step 602, the central processing unit 100 displays a selected group 200 (assumed as a group 200 in FIG. 3) 200 on the LCD do. From this display, if the operator presses a so-called Right button for managing a series of call related information for each key set, the total number (06) of the key sets currently registered in the group 200 as shown in step 603, (04) is displayed. In this state, if the operator sequentially presses the volume up / down button, the number of each key set, the name of the agent, and whether or not the current response is available are displayed (steps 604, 608, 612). When the operator presses the SCROLL button when the current availability status of each keyset is displayed, the number of answered calls today, the average call time and the number of calls received for a particular key set are received, And the average ring time before ringing the call.

Next, an operation in which the operator operates the buttons of the supervisor key set 11 to display call related information for each group on the LCD will be described. This operation is performed through a process flow as shown in Fig.

The operations of steps 601 and 602 of FIG. 7 are performed in the same manner as the operations of steps 601 and 602 of FIG. When the operator presses the so-called Left button for confirming the call related information for each group of the supervisor key set 11 after the execution of step 602, the central processing unit 100 transmits a call in queue now to the group 200, . Then, when the operator sequentially presses the volume up / down button, various information about the group 200 - the longest queue time of the longest waiting call, the calls received today, the average waiting time of waiting calls The average time in queue, the times all busy today, and the average ring time before the answer are displayed on the LCD (steps 704 to 708) ).

Next, the operation of manually or automatically setting the printing of the call-related information for each keyset or each group will be described. This operation is performed through a process flow as shown in Fig.

The operations of steps 601 and 602 of FIG. 8 are performed in the same manner as the operations of steps 601 and 602 of FIG. When the operator presses the so-called Center button of the supervisor key set 11 after the operation of step 602, the central processing unit 100 displays PRINT or CLEAR on the LCD so that the operator can select printing or deletion of the call related information. If the operator selects the PRINT button in step 804, the central processing unit 100 displays MANUAL and AUTO in step 805 so that the operator can manually or manually print the call related information. At this time, if the operator selects MANUAL using the Left button, the central processing unit 100 determines whether the call related information is to be manually printed (operation for allowing the operator to print the call related information at the time of selecting the print) ON and OFF are displayed so that the operator can select whether or not to release the manual printing. If the operator selects ON by using the Left button in step 806, the central processing unit 100 provides the call related information stored in the memory unit 102 to a printer (not shown) connected to the outside in step 807, On the other hand, if the operator selects OFF using the right button from the display in step 806, the central processing unit 100 returns to step 805 to allow the operator to reset how the communication related information is to be printed.

If the operator selects AUTO by using the right button in step 805, the central processing unit 100 determines whether to set the time for the automatic printing of the call-related information (operation for directly printing the call-related information at the time set by the operator) , ON, OFF and VIEW are displayed so that the operator can select whether to disengage or to check the already set auto print time on the screen. At this time, if the operator selects ON using the Left button, the central processing unit 100 displays a message prompting the user to input a new print time together with the current print time in step 809. On the other hand, if the operator selects the view using the center button, the central processing unit 100 displays the current print time in step 810. Otherwise, if the operator selects the OFF button by using the right button, the central processing unit 100 returns to step 805 to allow the operator to reset how the communication related information is to be printed.

As shown in FIG. 8, the call related information stored for each keyset and for each group in the memory unit 102 of FIG. 4 is directly outputted at the time inputted by the operator by the operator's selection, As shown in FIG.

Finally, the operation of manually or automatically deleting the call related information for each keyset or each group will be described. This operation is performed through a process flow as shown in Fig.

The operations of steps 601 and 602 of FIG. 9 are performed in the same manner as the operations of steps 601 and 602 of FIG. When the operator presses the so-called center button of the supervisor key set 11 after the execution of step 602, the central processing unit 100 displays PRINT or CLEAR on the LCD so that the operator can select the print or delete of the call related information. If the operator selects the CLEAR button in step 904, the central processing unit 100 displays MANUAL and AUTO in step 905 so that the operator can manually delete or delete the call-related information manually. At this time, if the operator selects MANUAL using the Left button, the central processing unit 100 determines whether the call related information is to be manually deleted (an operation for directly deleting the call related information at a time selected by the operator) ON & OFF " is displayed so that the operator can select whether to release the " OFF " If the operator selects ON by using the Left button in step 906, the central processing unit 100 deletes the call related information stored in the memory unit 102 in step 907. In step 906, If the user selects OFF using the button, the central processing unit 100 returns to step 905 to allow the operator to reset how the communication related information is to be deleted.

If the operator selects AUTO by using the right button in step 905, the central processing unit 100 sets the time for the automatic deletion of the call-related information (the operation for automatically deleting the call-related information at the time set by the operator) ON, OFF and VIEW are displayed so that the operator can select whether to turn on or off the automatic deletion time, or to check the already set automatic deletion time on the screen. At this time, if the operator selects ON by using the Left button, the central processing unit 100 displays a message to input a new deletion time together with the automatic deletion time of the current call related information in step 909. [ On the other hand, if the operator selects the VIEW using the center button, the central processing unit 100 displays the current deletion time in step 910. Otherwise, if the operator selects the OFF button by using the right button, the central processing unit 100 returns to step 905 to allow the operator to reset how the communication related information is to be deleted.

As shown in FIG. 9, in the memory unit 102 of FIG. 4, the call related information stored for each keyset and for each group is immediately deleted by the operator at the time input by the operator, or the time As shown in FIG.

As described above, according to the present invention, any one of the key sets connected to the key phone system can be set as a supervisor, and then the supervisor key set can be operated to display or print various call related information about the respective key sets. Accordingly, there is an advantage that various call-related information can be provided even when a computing device such as a PC is connected to the outside and is not used. In addition, since the PC does not need to have a program for processing call-related information, it is advantageous in that the cost can be reduced.

While the present invention has been described in connection with what is presently considered to be practical exemplary embodiments, it is to be understood that the invention is not limited to the disclosed embodiments. For example, it has been described that the present invention is performed by specific buttons (SUPV button, Left button, Center button, Right button, VOL UP / DOWN button, SCROLL button) installed on the supervisor key set. The operation according to the present invention may be performed even when using buttons other than these buttons. The scope of the present invention should, therefore, be determined not only by the details of the illustrated embodiments, but also by the appended claims and their equivalents.

Claims (19)

A method for managing call related information in a key phone system having an equal call distribution function, Setting one of a plurality of keysets to a supervisor, And managing call related information on other keysets other than the supervisory key set using the supervisor key set. The method of claim 1, wherein the call related information is managed for each key set. The method according to claim 1, wherein the call-related information is managed for each group grouped by key sets of a predetermined unit, and is managed for each key set belonging to each group. 3. The method of claim 2, wherein the call related information managed for each keyset includes at least one of a status of being able to respond to a call currently being received, a total number of calls received for a preset time, an average call time for an incoming call, Wherein the information is information that includes at least time. The method of claim 3, wherein the call related information managed for each group includes at least one of a total number of currently received waiting calls, a waiting time of the longest incoming call, a total number of calls received for a preset time, an average waiting time for an incoming call, The average response time, and the number of times that the call is in communication with all the key sets when the call is received. A method for managing call related information in a key phone system having an equal call distribution function, Setting one of a plurality of keysets to a supervisor, And processing the call related information for the other key sets except for the supervisory key set to be displayed on the liquid crystal display of the supervisor key set by operating a button previously installed in the supervisor key set. The method as claimed in claim 6, further comprising processing the call related information for each of the other key sets to be printed through an external connected printer. 8. The method of claim 7, wherein the call related information for each of the keylets includes at least one of a response status for a call currently being received, a total number of calls received during a predetermined period of time, an average talk time for an incoming call, Wherein the information is information that includes at least time. [8] The method of claim 7, wherein the call related information for each of the key sets is automatically printed through the printer connected to the outside at predetermined time intervals by the supervisor key set. The method according to claim 7, wherein the call related information for each of the key sets is printed through the externally connected printer only for a time set by the supervisor key set. A method for managing call related information in a key phone system having an equal call distribution function, A first step of setting a keyset of a plurality of keysets to a supervisor keyset, A second step of continuously storing and updating call related information when a call is received to other keysets other than the supervisory key set, And displaying a series of call related information on the other key sets on the liquid crystal display of the supervisor key set when the key phone system enters the supervisor mode. The method as claimed in claim 11, further comprising a fourth step of printing a series of call related information for each of the key sets through a printer connected to the outside. 13. The method according to claim 12, wherein, in the second step, call related information corresponding to a call incoming to each of the other key sets is continuously updated for each key set. 14. The method according to claim 13, wherein the call related information stored continuously updated for each keyset includes at least one of a state of being able to respond to a call currently being received, a total number of calls received for a predetermined time, an average call time for an incoming call, And an average response time for the call-related information. 13. The method of claim 12, wherein, in the second step, a predetermined number of key sets are grouped into groups according to call-related information when a call is received to each of the other key sets, and are continuously updated and stored for each group and each key set Wherein the call-related information management method comprises the steps of: [16] The method of claim 15, wherein the call related information stored while being continuously updated for each keyset includes at least one of a state in which a call is currently being received, a total number of calls received during a preset time, And an average response time for the call-related information. 16. The method of claim 15, wherein the call related information stored in each group is stored in a memory of a total number of currently received waiting calls, a waiting time of the longest incoming call, a total number of incoming calls for a preset time, Wherein the information includes at least an average response time for calls and a number of calls during which calls are all key sets when a call is received. 18. The method of claim 14 or claim 17, wherein, in the fourth step, the call-related information for each of the key sets is automatically printed through the printer connected to the outside at predetermined time intervals by the supervisor key set How to manage call-related information. The method as claimed in claim 14 or 17, wherein, in the fourth step, the call related information for each of the key sets is printed through the externally connected printer only for a time set by the supervisor key set. Information management method.