KR19980057484A - Apparatus and methods for monitoring the status of calls serviced from private exchanges - Google Patents

Abstract

The present invention is to implement an apparatus and method capable of monitoring in real time the status of automatic distribution and automatic response system call services being serviced at the exchange. The present invention is an apparatus for monitoring the status of a call processed in a private exchange connected to an automatic call splitter (ACD) for automatically distributing an equal number of calls to multiple subscribers and an automatic answering system (ARS) for providing an answering service. An at least one management information system (MIS) connected in common to the automatic call distributor (ACD) and the automatic answering system (ARS), the automatic distribution (ACD) processed by the automatic call distributor (ACD) It provides a monitoring device for monitoring the status of the call and the status of the automatic response (ARS) call service serviced by the automatic answering service (ARS) and displays it to the outside.

Description

Apparatus and method for monitoring the status of a call serviced by a private exchange

The present invention relates to a method for monitoring the status of a call being serviced at an exchange, and more particularly, to an apparatus and method for monitoring in real time the status of an automatic distribution and answering system call service.

A private branch exchange (Private Branch eXchange) is a kind of subscription telephone means the premises exchange facilities and extension telephones installed in the premises of public offices, companies and the like. Such exchanges serve to connect trunk lines and stations to each other by means of telephone lines (or trunk lines) in the premises exchange facility and the phone handling section.

FIG. 1 is a diagram illustrating a configuration of a general private exchange. In FIG. 1, the CPU 111 controls overall operation of the exchange such as controlling call switching and providing various services to a user. ROM 112 stores programs and initial service data of central processing unit 111 for performing basic calls and various functions. The RAM 113 temporarily stores data generated while the CPU 111 executes a program. The switching circuit 114 switches various tone and voice data under the control of the central processing unit 111. The subscriber circuit 115 supplies a call current to a subscriber telephone (not shown) under the control of the central processing unit 111 and at the same time interfaces the signal between the general telephone and the switching circuit 114. The ring generator 116 generates a ring signal and supplies it to the subscriber circuit 115. The trunk line circuit 117 forms a trunk line communication loop by scissing the trunk line under the control of the central processing unit 111 and interfaces signals between the trunk line and the switching circuit 114. Here, the CO line refers to a line connecting the CO line 117 to the Central Office. The tone generator 118 generates various tone signals under the control of the central processing unit 111 and outputs them to the switching circuit 114. The dual tone multi frequency (DTMF) receiver 119 analyzes the DTMF signal input from the switching circuit 114, converts the DTMF signal into digital data, and outputs the digital data to the central processing unit 111. Here, the DTMF signal input to the DTMF receiver 119 through the switching circuit 114 is a telephone number generated by the trunk line subscriber or a telephone number generated by the extension subscriber. The DTMF transmitter 120 converts the digital data output from the central processing unit 111 into a DTMF signal and outputs it to the switching circuit 114. Here, the DTMF signal outputting the DTMF transmitter 120 becomes the telephone number of the trunk line subscriber generated when the station side calls the trunk line side.

The switch configured as shown in FIG. 1 can serve a call by adding an automatic call distribution (ACD) function as an additional function other than a unique function. Here, the ACD function is an automatic call distribution function of the exchange, and means a function of efficiently distributing and processing a large amount of calls generated between the private exchange or between the private exchange and the private exchange. The ACD function is an essential function for users who construct and operate call centers such as customer counseling or tele-marketing. In the case of operating the call center as described above, most of the other means to provide the service information of the call center in operation is essential. In other words, in the case of operating a call center, a function of receiving various call event messages related to an ACD call generated from a private exchange is required to provide service statistical information of the call center.

In the conventional private exchange as described above, since only the call processing events occurring in the exchange itself are processed, it is not possible to collect information on the call service in the automatic response system operated in conjunction with the exchange. On the other hand, in the recent call center operating environment, the ARS is interworked with the exchange or installed in the exchange to handle a large part of the call service.

However, the call information processing apparatus according to the prior art has a problem in that it is not possible to monitor real time status of various call services that are received and processed by the ARS or collect statistical information on the service contents. In addition, the solution to this problem is the hassle of having to collect and process data by installing a separate additional equipment.

Accordingly, an object of the present invention is to provide an apparatus and method for monitoring the state of an ACD call generated in a private exchange in real time and simultaneously monitoring the state of a call service processed in an ARS.

In order to achieve the above object, the present invention provides a state of a call handled at a private exchange connected to an automatic call distributor (ACD) for automatically distributing a uniform call to a plurality of subscribers and an automatic answering system (ARS) for providing an automatic answering service. An apparatus for monitoring a telephone apparatus, comprising: at least a management information system (MIS) connected in common to the automatic call splitter (ACD) and the automatic answering system (ARS), and processed by the automatic call splitter (ACD). Provides a monitoring device that monitors the status of an automatic distribution (ACD) call and the status of an automatic answering service (ARS) call service serviced by the automatic answering service (ARS) and displays it externally.

According to the present invention, a method of monitoring a state of an ACD call and a service state of an ARS call with a call information processing unit connected to an exchange and an ARS includes: forming a communication link between the exchange and the call information processing unit, and between the ARS and the call information processing unit, and communicating Storing a link and an ACD event message and an ARS service processing event message; Configuring a data format of a call center related trunk line and an ACD; And receiving and displaying information on the call center related call status, trunk line status, agent status, and ARS call service status output from the exchange.

1 is a view showing the configuration of a general private exchange.

2 shows a configuration for monitoring the status of a call serviced at an exchange in accordance with the present invention;

DETAILED DESCRIPTION A detailed description of preferred embodiments of the present invention will now be described with reference to the accompanying drawings. In the following description of the present invention, if it is determined that a detailed description of a related known function or configuration may unnecessarily obscure the subject matter of the present invention, the detailed description thereof will be omitted. In addition, the terms to be described below are terms defined in consideration of functions in the present invention, which may vary according to the intention or custom of the user or chip designer, and the definitions should be made based on the contents throughout the present specification.

2 is a view showing a connection configuration of a system for monitoring in real time the state of the ACD call and the state of the ARS call service of the exchange according to the present invention.

In FIG. 2, the Public Switched Telephone Network (PSTN) 211 may be a local exchange as a public telephone network. Exchanger (PABX) 212 has the configuration as shown in FIG. The digital line interface (DLI) 213 performs a function of interfacing a signal of a digital line and is embedded in the exchange 212. A single line interface (SLI) 220 performs a function of interfacing a signal of a general line and is embedded in the switch 212. An Automatic Call Distributor (ACD) 214 is connected to the DLI 213 and automatically distributes calls originating from subscribers. ARS 221 is connected to the SLI 220, processes the call distributed from ACD 214 and transmits the service data to the MIS 216. A data terminal interface (DTI) 215 is connected to the DLI 213 and performs an interface function between the data terminals and the switch 212.

A Management Information System (MIS) 216 is a call information processing unit which is connected to the DTI 215 and receives and processes a real-time ACD call outputted from the exchange 212. The management information system (MIS) 216 is also connected to the ARS 221 and performs ARS call service data. Receive and process The storage unit 217 stores the state and service information of the call processed in real time in the MIS 216 as a message. The display unit 219 displays the state of the ACD call and the information of the ARS call service processed in real time under the control of the MIS 216. The printer 218 prints out the status of the ACD call and the information of the ARS call service processed in real time under the control of the MIS 216.

Looking at the operation of the call state processing system according to the present invention having the configuration as described above are as follows.

First, a communication link is established between the exchange 212 and the MIS 216 through the DTI 215. In addition, a communication link is formed between the MIS 216 and the ARS 221. At this time, all communication link methods use RS232C method. Next, a protocol between the exchange 212 and the MIS 216, a protocol between the MSI 216 and the ARS 221, an ACD call event message and an ARS call service event message is specified. The exchange 212 then configures the call center related trunk database and the ACD group database. The initialization operation is terminated by performing the above operation.

When the initialization operation is performed as described above, the exchange 212 provides information related to all call statuses, agent statuses, trunk statuses, and ARS 221 to the ARS call service status. The information is transmitted to the MIS 216 through the communication link formed in the event message. After receiving the event message, the MIS 216 analyzes the user's request and displays the request on the display unit 219 in real time, and stores the data in the storage unit 217 at regular intervals. When the print request is made, the MIS 216 controls the printer 218 to print out statistical data using the data stored in the storage unit 217.

As described above, if the call state and ARS call service monitoring method according to the present invention is used, real time data generated in the call center can be communicated between the switch 212 and the ARS 221 and the MIS 216. 216 may display real-time call status and ARS call service information. And for the real time report function of MIS 216, call center operator or ACD group supervisor can check agent's current working status, call service status, CO line usage status, and service status processed by ARS. You can monitor the status of various services. In addition, the use of the call center condition monitoring function can improve the added value of the exchange and improve the efficiency of system operation for the call center operator.

Meanwhile, in the detailed description of the present invention, specific embodiments have been described, but various modifications may be made without departing from the scope of the present invention. Therefore, the scope of the present invention should not be limited to the described embodiments, but should be defined not only by the scope of the following claims, but also by the equivalents of the claims.

Claims (2)

An apparatus for monitoring the status of a call handled by a private exchange connected to an automatic call distributor that automatically distributes equal calls to multiple subscribers and an automatic answering system that provides an automatic answering service. At least a management information system commonly connected to the automatic call splitter and the automatic answering system, and monitors the status of the automatic splitting call processed by the automatic call splitter and the state of the call service serviced by the automatic answering system. Surveillance device characterized in that it is displayed to the outside. Claims [1] A method of monitoring a state of a call processed by an exchange, comprising a call information processing unit connected to an exchange. Forming a communication link between an ARS or an ARS installed in the exchange and the call information processing unit operating in conjunction with the exchange, and storing the communication link and the ARS call service event message; Configuring data types of call center-related automatic distribution and ARS call services; And receiving and displaying the status of the call center related automatic distribution call output from the exchange and the information of the ARS call service at the same time.