RU3669U1 - TELEPHONE INFORMATION AND REFERENCE SYSTEM - Google Patents

Abstract

1. Telephone information and reference system, including a device for receiving and distributing pickups with a control unit, a computing unit with a database and an information processing unit containing headsets and video terminals and connected to a database computing unit and a device for receiving and distributing calls, characterized in that it further comprises a multiplexer associated with a call receiving and distribution unit and a database computing unit, as well as a communication channel connected to the control unit, a multiplexer and the database computing unit. 2. The telephone system according to claim 1, characterized in that the video terminals of the information processing unit are connected to a multiplexer.

Description

TSLESUCILIUM - HH (D € PMA14f1 € HH € EXTREME SYSTEM

The utility model relates to the field of telephony and can be used in urban telephone networks

Known devices for the provision of reference and information services include, as a rule, complexes equipped with electronic computers (computers) containing databases (DB), displays, telephone headsets, etc. (US Pat. No. 4881261, 1989, NTI, 1990, No. 13, p. 9, US Pat. No. 4,922,526, 1989).

So, it is known (US Pat. US 4922526, 1989) a device that is a unit based on a linear signal processing processor connected to a computer database and an information processing unit — operator workstations (РМТО) equipped with video terminals (BT) and a telephone headset (TG) .

The disadvantages of the above devices is the presence of problems during their operation with various types of automatic telephone exchanges (decade-step, coordinate, electronic, etc.), which is typical for the current state of the telephone network of the Russian Federation.

The prototype of the proposed solution is a system consisting of a device that receives and distributes calls between PMTO, containing communication equipment (KO) and a control unit; RMTO equipped with a TG, a remote control that provides communication with the CO (receiving a call, hang up, transferring a call to another group) and a VT connected to a computer; computing unit (computer with a database) (N. A. Lantyctal No. 1 ESS furnishes ACD service, Bell Laboratory Record, Warch 1978, p 76 - 82).

MKL6N04 / 42,

The disadvantage of the prototype is the disunity of the two main blocks of the system, connected only through the operator, which ultimately leads to an overload of the latter. In addition, the system is not intended for operation of telephone exchanges of a type other than digital, and digital subscribers do not have direct access to the database.

The task in the framework of the proposed technical solution was to create a system that provides direct subscriber access to the database, as well as the ability to work with other types of automatic telephone exchanges and improve the working conditions of the operator.

The problem was solved by including in the system a multiplexer connected by a communication channel to the control unit (CU) of the device for receiving and distributing calls on one side and a computing unit with a database (computer database), as well as an additional communication channel connecting the control unit, multiplexer and computer database.

To simplify the work of VT operators, RMTO can be connected to a computer directly through a multiplexer.

The general scheme of the claimed device is shown in FIG. one.

The device consists of the following elements:

communication equipment unit (KO) 1, which distributes incoming calls from subscribers to workstations of telephone operators. It comprises a control unit 2 (CU) switching equipment;

information processing unit (RMTO) 3, where are highlighted: headset 4, keyboard 5 and screen 6 of the video terminal;

a computing unit 7 with a database comprising a printing device 8 for outputting statistical information and a video terminal 9 of operating personnel;

additional communication channel 10;

multiplexer 11.

As a multiplexer, in particular, an SM - 85/4 type multiplexer with an MD 300 modem can be used.

The interaction between the terminal device and the subscriber set must be performed in accordance with the S interface, and between the subscriber set and the switching equipment via the I-CM paths. If, in the absence of a digital access multiplexer, the interaction between KO 1 and computing unit 7 can be performed according to a simple protocol, for example, X-21, then when a multiplexer is introduced, the interaction between UU 2, block 7 and multiplexer 11 is carried out in accordance with the X-25 protocol.

In switching equipment, you can use the ISS, reed switches as switching elements, although it is more preferable to use the principle of digital switching.

The system can be connected up to 30 PMTO.

The work of the proposed information and reference system with combined access of analog and digital subscribers when servicing calls from subscribers is as follows.

When analog subscribers turn to an automated system, the call is served according to the following algorithm. A call is detected by UU 2. If the telephone operators are busy, the subscriber waits, taking up the waiting kit. When all sets are busy, a busy buzzer is sent to the subscriber to wait. In the presence of a free telephone operator, UU 2 switches the subscriber directly to the headset 4 operator. At the same time, on channel 10 from UU 2, information on the type of call (local or long-distance) is received on the screen of video terminal 6. Having received the call, the operator listens to the request of the subscriber. If there is no need to search for information in the database when the operator issues frequently used information, then he issues a message immediately. If there is a need to access the database, then the operator sets the necessary commands on the keyboard 5 of his video terminal. The response from the computing unit 7 is displayed on screen 6. The operator then informs the subscriber of the search results in the database. Moreover, if it turns out that the answer is not unique, then the telephone operator makes a second request from the subscriber.

If the telephone operator needs to transfer the call to another functional group, then for this he presses the required key on the keyboard 5. At the same time, channel 10 sends the command for the required re-establishment of the connection to QO 1 from channel 7 to UU 2.

After the end of the subscriber’s service, the telephone operator hangs up by pressing the corresponding key on the keyboard 5. In this case, the hang up command is also transmitted through channel 10 to KO 1.

In addition, channel 10 is also used to transmit statistical and operational information located in UU 2 (for example, the number of calls received, duration of service, etc.) to block 7, where this information is additionally stored there if requested by a printing device 8 or 9 operating personnel to the video terminal.

In the presence of digital subscribers in the communication system and their appeal to this information-reference service, two algorithms are possible for these subscribers to reach multiplexer 11: firstly, using a dedicated code (for example, 091), and secondly, by forwarding a call by a telephone operator. In the first case, UU 2 should receive additional

digits of the number by which the subscriber will be connected to a particular functional group (to the telephone operator or modem). In the second case, the telephone operator will transfer the call depending on the requirements of the digital subscriber. In the first case, additional equipment for receiving and analyzing numbers is required, but at the same time there is no need to use a telephone operator. Therefore, using a set of additional digits is more preferable. An ISDN subscriber who has logged on to this system and is connected to the multiplexer must carry out the set of the same command codes that are usually carried out by the telephone operator when requesting information in a computer database.

In this case, both analog subscribers through a telephone operator and digital subscribers (ISDN) have direct access to the database through multiplexer 11.

As can be seen from the description, the introduction of channel 10 and multiplexer 11 in order to expand the functionality of the system by providing digital subscribers with direct access to the computer complex of the database without involving operators in their maintenance, while simplifying the equipment of workstations, facilitates the working conditions of operators, reduces their number and improves the operating conditions of the system.

Claims (2)

1. Telephone information and reference system, including a device for receiving and distributing pickups with a control unit, a computing unit with a database and an information processing unit containing headsets and video terminals and connected to a database computing unit and a device for receiving and distributing calls, characterized in that it further comprises a multiplexer associated with a call receiving and distribution unit and a database computing unit, as well as a communication channel connected to the control unit, a multiplexer u and the computing unit of the database.  2. The telephone system according to claim 1, characterized in that the video terminals of the information processing unit are connected to a multiplexer.