JP2001045154A - Method for distributing calls between multiple reception centers and switching system having call distribution function between multiple reception centers - Google Patents

Abstract

(57) [Problem] To provide a method for distributing an incoming call in an intra-company communication network having a plurality of reception centers, so that a call arriving at one reception center can be received early including another reception center. With the goal. SOLUTION: A reception center which has directly received a call from a public communication network, as a main reception center, starts selecting a reception board in its own center, secures a relay line to another reception center, and notifies the occurrence of a call, Other reception centers select reception desks and notify the main reception center of the end of selection of reception desks when selecting a reception desk, and the main reception center finishes selection of reception desks early between their own center and other centers The reception desk at the reception center is determined as the reception desk that receives the call, and the call is connected.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a method for distributing calls between a plurality of reception centers and a switching system having a function for distributing calls between a plurality of reception centers.

[0002]

2. Description of the Related Art In recent years, an increasing number of companies have service centers (hereinafter referred to as reception centers) for receiving inquiries and declarations from customers over the telephone, but companies having a wide service area require a plurality of reception centers. Often installed. Usually, the reception center is equipped with a plurality of reception desks (including telephones), and a private branch exchange or the like connects incoming calls to an empty reception desk. In order to distribute calls evenly to the plural reception desks, the private branch exchange has an ACD. (Automatic Call Distributin
g) An automatic call distribution function called “g) is often provided.

The conventional ACD function distributes a call to a reception desk accommodated in a private branch exchange in which the function is built in or added, but does not distribute the call to reception desks of other reception centers. Was common. However, in recent years, with the expansion of the size of companies, the momentum for improving customer service, and the development of information processing technology, there are also automatic call distribution methods and automatic call distribution devices that distribute calls to multiple reception centers in a company communication network. A method has been proposed (hereinafter, a method of distributing calls among reception desks of a plurality of reception centers is referred to as a call distribution method between a plurality of reception centers).

However, the proposed call distribution method among a plurality of reception centers is based on a reception center (hereinafter referred to as a main reception center) which directly receives a call from a customer via a public communication network or another reception center (hereinafter referred to as a main reception center). In the following, a method is adopted in which one of the reception desks is selected and connected to the reception desk, for example, when a call arriving at the main reception center cannot be connected to the reception desk within a predetermined time. If the connection cannot be expected within a certain period of time, transfer to the reception center and compare the congestion status (number of waiting calls and waiting time) between the main reception center and the sub reception center, and connect to the reception desk earlier The main method is to predict a possible reception center and to transfer the call to the reception center.

[0005]

As described above, the prior art call distribution system between a plurality of reception centers aims at equalizing the load on the reception desks at the plurality of reception centers and shortening the waiting time for customers. However, the reception processing is not performed simultaneously at a plurality of reception centers for economic reasons. For example, if the connection cannot be made at the main reception center or the response is delayed, the method of transferring to the reception center is likely to cause the customer to wait for a long time, and the congestion status of each reception center is grasped every moment. Due to the technical and economic limitations of the method of estimating the meeting time, it may happen that other reception centers are more likely to respond faster than the selected reception center. Many.

In the prior art call distribution system between a plurality of reception centers, a reception center is selected based on the operation status of reception desks. When a reception center is selected, a communication channel to the reception center is captured. Since it is normal that there is no communication channel, there is a possibility that a state in which there is no free space in the communication channel when a connection can be made to the reception desk may occur. In this case, since the reception center has been selected, it is not possible to return to the main reception center, and the customer is made to wait until the communication channel becomes available.

[0007] On the other hand, companies that provide services such as gas and electricity sometimes receive reports on gas and electricity abnormalities at reception centers, and some of these are urgent. However, it is required to connect to an available reception desk as soon as possible. For such a use form, the prior art inter-station call distribution system, which mainly focuses on equalizing the load on the reception desk, has the above-mentioned problems, and therefore, it is not possible to satisfy the demand. Have difficulty. For this reason, there is a demand for a call distribution method capable of connecting to reception desks in a plurality of reception centers as quickly as possible, and a switching system having such a call distribution function.

It is an object of the present invention to enable a call received at one reception center to be answered at an early stage, including at another reception center.

[0009]

FIG. 1 is a basic block diagram showing the principle of the method for distributing calls between a plurality of reception centers and the basic configuration of a switching system having a function of distributing calls between a plurality of reception centers according to the present invention. 3 is a flow chart showing the basic operation of the method for distributing calls between a plurality of reception centers according to the present invention.

In the figure, 1 is an intra-company communication network having a plurality of reception centers, 2 is a public communication network, 3 is a customer telephone (hereinafter, referred to as a customer) for calling the reception center, and 4 is a reception center. This is a reception line for receiving a call from the customer 3 via the public communication network 2. Reference numerals 10 and 20 denote reception centers. In the present invention, the reception center that has directly received a call from the customer 3 via the public communication network 2 is the main reception center, and the main reception center is notified of the occurrence of a received call to perform reception processing. The reception center that performs the operation is called a sub reception center. In FIG. 1, the reception center 10 is shown as a main reception center, and the reception center 20 is shown as a sub reception center. Note that there may be a plurality of reception centers serving as sub reception centers, but FIG. 1 shows only one sub reception center.

[0011] 100 and 200 are respectively the main reception center 10
And the exchange system provided in the reception center 20, 30
Is a trunk line provided between the exchange system 100 of the main reception center 10 and the exchange system 200 of the sub reception center 20, and 110 and 210 are the main reception center 10 and the sub reception center, respectively.
There are 20 reception desks. 101 to 104, 201, 203 and 20
5 is a means provided in the exchange system of the present invention,
In FIG. 1, only the means used when operating as the exchange system of the main reception center is described in the exchange system 100, and only the means used when operating as the exchange system of the sub reception center is described in the exchange system 200. ing.

Reference numerals 101 to 104 denote means used when operating as a switching system of the main reception center. When a call arrives at the reception line 4 from the public communication network 2, the other means 101 receives the received call. The main reception call receiving means for notifying the occurrence and requesting the execution of the reception processing, and managing the reception call until the call is connected to the reception desk of any reception center, 102 receives from the main reception call reception means 101 When the occurrence of the call is notified, a trunk line 30 to one or more other reception centers 20 previously determined in the sub reception center is secured, and the sub reception center 20 is notified of the occurrence of the reception call. The reception center calling means 103 manages the availability status of the reception board 110 in the own reception center 10 and is accommodated in the self-exchange system 100 when notified of the occurrence of a reception call from the main reception call reception means 101. Accepted from reception desk 110 The main reception board selection means 104 for selecting an available reception desk is notified by the main reception board selection means 103 that the selection of the acceptable reception desks 110 has been completed, or that the reception reception call has been generated. When the reception center 20 is notified that the selection of acceptable reception desks has been completed, the reception desk of the reception center that received the notification is determined to be the reception desk that accepts the call, and the reception desk that determined the call This is a reception board determination means connected to.

The receiving board determination means 104 receives the notification that the selection of the receivable receiving boards 110 has been completed from the main receiving board selecting means 103 before receiving the reception board selection completion notification from the sub reception center 20. In addition, the trunk line 30 to the sub reception center 20 that has notified the occurrence of the reception call is released, and the reception line 4 from the public communication network 2 is connected to the selected reception table 110 in the reception center 10 to receive the call. When the processing has been completed and the reception desk selection completion notification has been received from another reception center 20 before receiving the notification of the selection of the reception desks 110 that can be received from the main reception desk selection means 103, The reception center 20 that has canceled the reception board selection process and changed the reception line 4 from the public communication network 2 to the reception board selection completion notification.
Then, the call is connected to the trunk line 30 and the call acceptance processing is terminated.

Reference numerals 201, 203 and 205 denote means used when the switching system 200 operates as a switching system of a sub-reception center, and 201 denotes a trunk line 30 from the main reception center 10 which has directly received a call from the public communication network 2. When the occurrence of the accepted call is notified via the, the other means is notified of the occurrence of the accepted call, and the call is sent to the reception board 210 in the own reception center 20.
, A sub-acceptance call receiving means for managing an incoming call until it is confirmed that the trunk line 30 from the main reception center 10 is released, and 203 is the availability of the reception board 210 in the own reception center 20. When the status is managed and the occurrence of a received call is notified from the subordinate call reception unit 201, a subordinate reception desk is selected from among the reception desks 210 accommodated in the self-switching system 200. Means 205
This is a reception board selection completion notifying means for notifying the main reception center 10 that the selection of the reception board has been completed when notified that the selection of the reception desks that can be received has been completed from 203.

[0015] Further, the sub-reception desk selection means 203 determines from the main reception center 10 to the reception desk of the own reception center after the reception board selection end notifying means 205 notifies the main reception center 10 of the selection of the reception desk. When a notification is received or after confirming that the trunk line from the main reception center 10 has not been released after a certain period of time, the selected reception desk is called, and the reception line selected as the trunk line 20 from the main reception center 10 Connect the units.

The operation and operation of the method for distributing calls between a plurality of reception centers according to the present invention will be described below with reference to FIGS. 2 and 3 based on the configuration shown in the basic configuration diagram of FIG. Note that reference numerals such as S1 described in parentheses below are reference numerals of steps in FIGS. 2 and 3 corresponding to the description.

First, the reception desk 110 in the main reception center 10
The case where is selected will be described with reference to FIGS. A call from a customer 3 is received via a public communication network 2 through a reception line 4
(S1 in FIG. 2), the main reception center 10 secures the trunk line 30 (communication channel) to the other reception center 20 specified in the sub reception center and notifies the occurrence of the reception call (S2). ). Next, the main reception center 10 starts a process of selecting a reception desk that can be received from the reception tables 110 in the main reception center 10 (S3).

On the other hand, in the reception center 20, the main reception center
When the notification of the occurrence of the reception call is received from S10 (S11), the process of selecting a reception desk that can be received from the reception tables 210 in the own reception center 20 as the sub reception center is started (S1).
2)

When the main reception center 10 confirms that there is a reception desk 110 that can be received, the reception desk is selected as a reception desk for connecting a call (S4). It is confirmed whether or not there is a notification that the selection of the table has been completed (S5). Fig. 2 shows the reception center 20
The case where there is no notification of the end of the selection of the reception desk from, but in this case, the reception desk in the selected main reception center 10
110 is determined as a reception desk for receiving a call (S6 → S7),
The trunk line 30 to the sub reception center 20 is released (S8). When the trunk line 30 is released, the main reception center 10 calls the determined reception desk 110, and then connects the call to the reception desk 110 (S
9), the reception processing in the main reception center 10 ends (S10).

In the example shown in FIG. 2, the main reception center 20 has to secure a free reception space that the sub reception center 20 can accept.
10 releases the trunk 30. When the slave reception center 20 confirms that the trunk 30 has been released (S13), the reception center selection processing is stopped and the reception processing is terminated (S14). .

Next, the case where the reception desk 210 of the sub reception center 20 is selected will be described with reference to FIGS. 1 and 3. The reception tables that can be received in the main reception center 10 and the sub reception center 20 will be described. The operation steps (S21-S23 and S31-S32 in FIG. 3) until the start of the selection process are exactly the same as the operation steps (S1-S3 and S11-S12 in FIG. 2) of FIG. .

In this state, it is assumed that the sub reception center 20 selects a reception table that can be received from the reception tables 210 in the sub reception center 20 (S33). When the reception desk is selected, the sub reception center 20 notifies the main reception center 10 that the selection of the reception desk is completed (S34). The main reception center 10 receives the reception table selection end notification from the sub reception center 20 (S2
4) and confirm the selection status of the reception desk in the own reception center 10 (S25). FIG. 3 shows that the reception center 20 selects the reception desk before the reception desk 210 is selected in the main reception center 10. The main reception center
In 10 the reception desk has not yet been selected. For this reason,
The main reception center 10 determines the reception table selected by the sub reception center 20 as the reception table that receives the call (S26 → S27).

When the reception desk is determined, the main reception center 10 connects the call to the trunk line 30 to the sub reception center 20 (S28).
The receiving process ends (S29). Meanwhile, the reception center 20
Then, after confirming that the trunk line 30 is in the connected state, the selected reception desk 210 is called, and the trunk line 30 and the reception desk 210 are connected (S35). As a result, the reception line 4 of the main reception center 10 and the reception desk 210 in the sub reception center 20 are connected via the trunk 30, and the reception call is transmitted to the reception desk 210 of the sub reception center 20.
You can talk with In this state, the reception processing in the sub reception center 20 ends (S36).

Next, the operation of the switching system having a call distribution function according to the present invention will be described with reference to FIG. 1. The main operation of the switching system will be described with reference to the functional description of each means described above and the contents of the operation flow diagram. Since it overlaps, only a brief explanation will be given.

When a call from the customer 3 arrives at the reception line 4 of the main reception center 10 via the public communication network 2, the main reception call reception means 101 of the main reception center 10 acts as a main reception center for call management and reception processing. First, the sub-reception center calling means 102 is requested to call the sub-reception center. The sub-reception center calling means 102 secures a trunk line (communication channel) 30 to another reception center 20 which is set in advance in the sub-reception center and notifies the sub-reception center 20 of the generation of the reception call. I do. Next, the main reception call receiving means 101 requests the main reception table selection means 103 to select a reception table. The main reception desk selecting means 103 selects reception desks that can be received from reception desks 110 in the main reception center 10, and
When the reception desks that can be received are confirmed, the reception desk selection means 104 is notified that the selection of the reception desks has been completed.

If there is no notification from the other reception center (sub-reception center) 20 that the selection of the reception desk has been completed, the reception desk determination means 104 determines an empty reception desk in the own reception center 10 as a reception desk for receiving a call, The trunk line 30 to the sub reception center 20 is released, and the reception line 4 is connected to the reception desk 110 in the selected reception center 10. Thereby, the reception processing in the main reception center 10 ends.

On the other hand, in the sub reception center 20, when the generation of the reception call is notified from the main reception center 10, the sub reception call receiving means is provided.
201 starts the call management and reception processing as a sub reception center, and requests the sub reception unit selection means 203 to select a reception desk that can be received. The reception desk selection means 203 is the reception reception center
When a receivable reception board is selected from the reception boards 210 in 20, the reception board selection completion notifying means 205 is notified that the selection of the reception board has been completed. Upon receipt of the notification, the reception board selection completion notifying means 205 notifies the main reception center 10 that the selection of the reception board has been completed on the sub reception center 20 side.

At the main reception center 10, upon receiving this notification, the reception desk determination means 104 selects a reception desk from the main reception desk selection means 103 of the main reception center 10 or another reception center (sub reception center) not shown. If there is no selected notification, the reception desk of the sub reception center 20 is determined as the reception desk that receives the call. If there is a notification from the main reception center 10 or another reception center that has selected a reception desk, the reception desk of the reception center that has notified the earliest of those is determined. Suppose the notification from 20 was the earliest. The reception desk determination means 104 is the sub reception center 20
Upon receiving the reception table selection end notification, the reception line 4 and the trunk line 30 are connected, and the reception processing ends.

After receiving the selection of the reception board, the sub reception center 20 confirms that the trunk line 30 is in the connected state, and then calls the selected reception board, and connects the trunk line 30 to the reception board 21.
Connect to 0. Thus, the reception process ends. However, when the reception desk in the main reception center 10 is determined to be the reception desk that accepts the call, the main reception center 10 releases the trunk line 30, so the sub reception center 20 confirms that the trunk line 30 is released. If you do, cancel the reception desk selection process,
The reception process ends.

As described above, in the method for distributing calls between a plurality of reception centers and the switching system having the function for distributing calls between a plurality of reception centers according to the present invention, the main reception center is determined in advance as a sub reception center at the same time that a call is received. The reception center notifies the reception center of the occurrence of the reception call and connects the call to the reception center of the reception center that has finished selecting the empty reception desk early between the main reception center and the sub reception center. If there is a reception desk that can be accepted, the customer can be connected to the reception desk almost without waiting. In addition, when the main reception center notifies the sub reception center of the occurrence of a call, a trunk line (communication channel) for the sub reception center is reserved. There is no such a situation that there is no available communication channel after the reception desk is determined.

[0031]

4 to 6 show the configuration of an exchange system according to an embodiment of the present invention, FIG. 7 shows the configuration of a reception table representative number registration table of the embodiment of the present invention, and FIG. FIG. 9 is a block diagram of a reception table management table of the embodiment of the present invention, FIG. 10 is a block diagram of a reception call management table of the embodiment of the present invention, and FIG. Table configuration diagram, FIG. 12 is a configuration diagram of a reception call processing procedure designation table according to the embodiment of the present invention, FIG. 13 is a configuration diagram of a traffic data recording unit of the embodiment of the present invention, FIG. 14 is a configuration of a transmission / reception message buffer memory of the embodiment of the present invention FIGS. 15 to 21 are operation flowcharts of the embodiment of the present invention. Throughout the drawings, the same reference numerals are used for components having the same functions.

4 to 6, reference numeral 2 denotes a public communication network, 4 denotes a reception line, 30 denotes an ISDN trunk line, and 100 (or 200) denotes a private branch exchange system (hereinafter also referred to as an exchange system or PBX) provided in a reception center. ), 101 is a main reception call reception processing unit, and 102 is a sub reception center connection processing unit (an embodiment of the sub reception center calling means 102 in FIG. 1). 103 includes a main reception desk selection processing unit, 104 denotes a reception desk determination processing unit, and 105 denotes a sub reception center information reception processing unit (sub reception reception unit of the reception desk determination unit 104 in FIG. 1). Receiving stand selection completion notification function from the center)
106 is a common call processing unit that performs common call processing including call processing other than the accepted call in the call processing control unit 131; 110 (or 21)
0) is a reception desk (reception desk 110 is shown by the symbol of the reception desk, but the actual reception desk may be a telephone), 201
Is the subordinate call reception processing unit, 203 is the subordinate reception desk selection processing unit, 20
Reference numeral 5 denotes a reception board selection end notification processing unit. Although the illustration of the reception centers 10 and 20 is omitted in FIG. 4, the reception center in which the exchange system 100 is installed is the reception center (main reception center) 10 and the reception center in which the exchange system 200 is installed. Reception center (slave reception center)
20 (see FIG. 1).

Reference numeral 121 denotes a communication network, reference numeral 122 denotes a trunk trunk (trunk line TRK), reference numeral 123 denotes a trunk trunk (trunk line TRK), reference numeral 124 denotes a line circuit, reference numeral 130 denotes a central control unit (CC), and reference numeral 131 denotes a call. A processing control unit, 132 is a maintenance operation control unit, 133 is a line control unit, 140 is a main storage device (MM), 1
41 is a table storage unit, 142 is a temporary storage unit, 150 is a maintenance console control unit, 160 is a maintenance console, 171 is a reception desk representative number registration table, 172 is a sub reception center registration table, 173 is a reception desk group registration table, 174 is a reception desk state management table, 175 is a reception desk selection order designation table, 176 is an acceptance call management table, 177 is an acceptance call processing content registration table, 178 is an acceptance call processing procedure designation table, 17
9 is a traffic data recording unit, 181 is a transmission / reception message buffer memory, and 190 is a reception processing related information registration processing unit.

FIGS. 4 to 6 show an embodiment of a block configuration when the switching system of the present invention is applied to a private branch exchange system (PBX). The illustrated exchange system illustrates a configuration that can operate as either the exchange system of the main reception center and the sub reception center.
In FIG. 4, reference numerals when operating as the exchange system 100 of the main reception center 10 of FIG. 1 are described, and in parentheses, reference numerals when operating as the exchange system 200 of the reception center 20 are shown (reception table 110). , 210).

FIG. 1 shows the switching system of the present invention mainly in terms of its functional configuration, but the function of each means shown in FIG. 1 is different from that of the call processing control unit 131 in the central control unit 130 in FIG. This is achieved by combining various processing units provided in the maintenance operation control unit 132 and the line control unit 133 with tables and buffer memories provided in the table storage unit 141 and the temporary storage unit 142 in the main storage unit 140. . FIG. 5 shows a configuration example of a processing unit provided in the central control unit 130, and FIG. 6 shows a configuration example of tables and buffer memories provided in the main storage device 140. Note that the lines connecting the processing units in FIG. 5 indicate that the main processing is inherited between the processing units at both ends, but this does not mean that information is not transferred between the processing units that are not connected. .

Hereinafter, an embodiment of a call distribution method between a plurality of reception centers and a switching system having a function of distributing a call between a plurality of reception centers (hereinafter, simply referred to as a switching system) according to the present invention will be described. An embodiment of a call distribution method between reception centers and an exchange system will be described together. Specifically, an example will be described in which the switching system having the configuration of the embodiment of the present invention implements the method for distributing calls between a plurality of reception centers of the present invention.

As described with reference to FIG. 1, the reception center processes a call directly received from the customer via the public communication network 2 to the reception line 4, and a reception process performed from another reception center via the trunk line 30. May be requested, and the reception center that processes the call received on the reception line 4 is the main reception center,
The reception center for which reception processing has been requested from the main reception center via a trunk line is called a sub reception center. Hereinafter, "reception processing at the main reception center and reception desk selection processing", "reception processing at the sub reception center" And reception desk selection processing "," reception desk determination processing at the main reception center ", and" processing when connection to the reception desk is not possible ".
Finally, supplementary explanation items common to them are described. [Reception processing and reception desk selection processing at the main reception center]
One of the office line trunks (office line TRK) 122 in FIG. 4 is connected to a reception line 4 which is connected by a public communication network 2 with a representative number defined as a telephone number of a reception center.
The other is the call network (NW) of the switching system 100
121. In the call distribution method between a plurality of reception centers according to the present invention, a call arriving at the line trunk 122 is transferred to the reception desk 110 of the own reception center or an empty reception desk (not shown) accommodated in the PBX 200 of another reception center. Connect, but in case of private branch exchange system (PBX), PBX
In general, the present invention also performs a connection process for a call (hereinafter, referred to as a general call) to and from an office telephone of a business office where a telephone is installed. Calls) and general calls.

There are various methods for distinguishing an incoming call from a general call. For example, when an incoming call arrives at the office line trunk 122 dedicated to reception shown in FIG. 4, accommodation of the office line trunk 122 on the communication network 121 is performed. An incoming call can be distinguished from an accepted call by the position information. It is necessary to add information indicating that the call is an accepted call to a call identified as an accepted call. In the following, the information is assigned to a group of accepting consoles to which the accepted call is connected (hereinafter referred to as an accepting console group). A representative number (similar to an extension representative number known in the PBX, hereinafter referred to as a reception desk representative number) is used as information for identifying a received call.

When the number of reception desks is one, the same reception desk representative number is assigned to all the trunk lines 122 dedicated to reception calls. In this case, the office trunk 122 is divided into groups, and a different reception desk representative number is assigned to each group. Accordingly, the reception desk representative number is information for identifying a reception call and also information for specifying a reception desk group to be connected (details will be described later).

The reception desk representative number is registered in the main storage device 140 in advance.
At 160, the reception desk representative number is input in correspondence with the identification information (for example, accommodation location information) of the office trunk. The input information is processed by the reception processing related information registration processing unit 190 (FIG. 5) provided in the maintenance operation control unit 132 in the central control unit 130, and stored in the table storage unit 141 in the main storage unit 140. Is done. Reception desk representative number registration table 171 in FIG.
Is a table in which reception table representative numbers are registered. FIG. 7 shows an example of the configuration of the table. As shown in FIG. 7, the reception desk representative number is determined by the central office trunk connected to the reception line 4 that has received the call. Since the above-described registration processing is generally performed, detailed description thereof will be omitted (the same applies to other tables).

Under the above assumptions, the line trunk shown in FIG.
Assume that an incoming call arrives at 122. Hereinafter, reference will be made to the operation flow charts of the embodiments of FIGS. 15 to 21, and reference numerals (S101 and the like) of the steps in the operation flow chart corresponding to the description will be described in parentheses. When an incoming call arrives at the office line trunk 122 (see S101 in FIG. 15), the call processing control unit 131 in the central control unit 130 accesses the reception desk representative number registration table 171 in the main storage device 140 and receives an incoming call. There was an office trunk 12
The reception table representative number is extracted by using the identification information (accommodation position information, etc.) of No. 2 as a key, and it is identified that this call is a reception call (S102 in FIG. 15). Processing up to the identification of the accepted call is performed by the common call processing unit 106 which also performs call processing of a general call, but processing of a call identified as an accepted call is performed by the main accepted call acceptance processing unit.
The process is moved to 101 and thereafter processed as an accepted call.

The main accepted call reception processing unit 101 assigns a call number for specifying the call to this accepted call (the call number is assigned to the common call processing unit 106).
The received call management table 176 for managing the progress of each call is created and stored in the table storage unit 141 of the main storage unit 140 (S103 in FIG. 15).
).

FIG. 10 shows an embodiment of the structure of the accepted call management table 176. The items shown in FIG. 10 are set in the reception call management table 176. The reception table representative number extracted from the reception table representative number registration table 171 is set as the reception table representative number of the item. The incoming call type of the received information indicates whether the received call is a call received as a main reception center (referred to as a main reception call) or a call received as a sub reception center (referred to as a sub reception call). For example, “0” is set for the former and “1” is set for the latter. Here, "0" is set because it is the main accepted call.

In the item, the number of the reception board group that receives this reception call is set. Although FIG. 4 does not show the reception boards 110 in groups, FIG. 10 shows an example in which the main reception center has three reception board groups (the numbers of the groups are A, B, and C). ing. Is set, only the number (for example, A) of the reception desk group in charge of receiving the call is set. Since the setting of the reception board group number is performed when the processing enters the reception board selection processing, the setting method will be described in the description of the reception board selection processing.

In the sub-reception center number of the item, identification information of another reception center that simultaneously performs processing of receiving one reception call is set. The figure shows an example in which there are two reception centers (each of which has identification information P and Q) in addition to the main reception center, in which only the identification information of the sub reception center that performs the reception processing is set. . The method of setting the secondary reception center identification information will be described later.

The execution process step number of the item is a portion for indicating which stage of the process is currently being executed by the received call. Since this time is the time at which the process is started, the first process step number is used. A certain "1" is set. The processing content of the processing step number “1” will be described in the description of the processing procedure designation table.

With the creation of the accepted call management table 176, the call waiting to be connected to the accepting board is registered. When the reception call management table 176 is created, the main reception call reception processing unit 101 executes the processing content of the processing step number “1” set in the reception call management table 176 for this reception call, but the processing step number “1” The processing content of "" is the received call processing procedure designation table 178 in the main storage device 140.
Since it is specified in (FIG. 6), the received call processing procedure specification table 178 is read (S104 in FIG. 15).

The reception call processing procedure designation table 178 is a table in which the procedure of the reception processing is defined in advance corresponding to the reception table representative number. FIG. 12 shows an example of the configuration and setting example. In FIG.
(1) is the basic format of the received call processing procedure specification table 178,
(2) is an example of a table set as a main accepted call (referred to as an accepted call processing specification table 178A), and (3) is a table set as a subordinate accepted call (referred to as an accepted call processing specification table 178B). ) Is an example. As shown in (1) of FIG. 12, the reception call processing procedure specification table 178 is a table in which processing steps (the order in which processing is performed) are set by serial numbers, and processing contents of each processing step are specified by a processing number. In this example, the reception table representative number and the reception call type ("0" because it is a main reception call) set in the reception call management table 176 indicate the reception call processing procedure designation table for the main reception call shown in (2) of FIG.
Since 178A is read, the process number 5 specified in the process step 1 is executed at this time.

When confirming the processing number 5, the main received call reception processing section 101 reads out the received call processing content registration table 177 in the main storage device 140 shown in FIG. FIG. 11 shows an example of the configuration of the received call processing content registration table 177. As shown in the figure, the received call processing content registration table 177 has the processing content registered for each processing number. Although the required number of processing contents can be set, FIG. 11 shows a configuration of a table in which up to 16 types of processing contents can be specified and a part of the processing contents. The main received call reception processing unit 101 performs the received call processing content registration table 177 (see FIG.
By reading out 11), it is confirmed that the processing content of the processing number 5 set in the reception call processing procedure designation table 178A ((2) in FIG. 12) is "call the subordinate reception center P" (FIG. 15). S105).

As described above, a main reception call arriving at the local trunk 122 to which a certain reception desk representative number is assigned is processed according to the processing procedure designation table 178 defined for the reception desk representative number. Since the process is executed, the designation (a plurality of designations are possible) of the sub-reception center and the reception desk group described later can be changed according to the reception desk representative number. In addition, the reception call processing procedure designation table 17 corresponding to the same reception desk representative number
8 is prepared according to the date and time, for example, weekdays and holidays, daytime hours and nighttime hours, and if a table corresponding to the date and time when the received call arrives is used, processing according to the reception system is performed. It becomes possible. The accepted call processing procedure designation table 178B of the sub-accepted call in FIG. 12 will be described later.

When the main reception call reception processing unit 101 (FIG. 5) confirms that the processing content of the execution processing step number “1” in the reception call management table 176 is “call the sub reception center P”, the sub reception center P Processing of notifying the occurrence of a received call to the call processing (also referred to as a sub-reception center calling processing)
Request is made to the secondary reception center connection processing unit 102 in 131.

The reception center connection processing unit 10 that has received the request
2 first confirms the telephone number of the sub-reception center P by using the sub-reception center registration table 172 stored in the table storage section 141 in the main storage device 140 (S10 in FIG. 15).
6). FIG. 8 shows a configuration and a setting example of the reception center registration table 172 according to FIG. As shown in the figure, the sub-reception center registration table 172 is a table from which the telephone number of the sub-reception center can be extracted by using the sub-reception center identification information (for example, P) as a key, but the telephone number is limited to the telephone number of the public communication network. For example, in the case of the network configuration as shown in FIG. 1, a business office identification number (corresponding to an office number) and an extension number (reception extension number) used in the intra-company communication network 1 are set. You.

After confirming the telephone number of the sub-reception center P, the sub-reception center connection processing unit 102 notifies the switching system (PBX) 200 of the sub-reception center P that a reception call has occurred. Hereinafter, the PBX 20 of the other reception center in FIG.
0 is a PBX installed in the reception center P. The trunk 30 between the reception centers shown in FIG.
Is an ISDN trunk line as shown in FIG.
Exchange system 100 of main reception center and sub reception center,
Since the switching system 200 is also an ISDN-compatible switching system in principle, the notification of the occurrence of a reception call to the sub reception center P is performed by a message conforming to the ISDN. For this reason, the secondary reception center connection processing unit 102 creates a message and stores it in the transmission / reception message buffer memory 181 provided in the temporary storage unit 142 of the main storage device 140.

FIG. 14 shows an example of the configuration of a transmission / reception message buffer memory (hereinafter, referred to as transmission / reception buffer) 181. The transmission / reception buffer 181 is also used for temporary storage of a message received from the sub-reception center, and is a code for identifying transmission / reception according to the type of transmission / reception (for example, “0” for a transmitted message, “1” for a received message). Set. The message content storage unit stores the created message (for example, a call setting message) in the case of transmission and performs editing or the like, and stores the received message in the case of reception (described later). In the case of a message for notifying the sub reception center that a reception call has occurred, the sub reception center P is stored in the message content storage unit as destination information.
In addition to the telephone number, if necessary, include the reception desk representative number. The reception desk representative number is unnecessary when a part of the ISDN trunk line 30 is a dedicated reception line at the sub reception center, but must be included in the message when the trunk line is a mixture of general calls. For example, for example, a reception desk representative number set when the partner reception center receives a reception call as a sub reception center is set.

The created message is transmitted to the subordinate reception center P via the control channel (corresponding to a so-called D channel) of the ISDN trunk line 30 (S107 in FIG. 15). It is confirmed that there is an empty communication channel (corresponding to a so-called B channel) for the reception center P, and the B channel is reserved. For this reason, a situation in which the communication channel is not vacant after the reception is determined to be accepted at the reception desk of the sub reception center P does not occur.

The operation of the sub reception center P receiving the message will be described later, and the operation of the main reception center will be continued. When transmission of the message notifying the occurrence of the accepted call is completed, subordinate reception center connection processing section 102 reports it to main accepted call acceptance processing section 101 and returns the processing to main accepted call acceptance processing section 101. Upon receiving this report, the main received call reception processing unit 101 updates the execution process step number in the received call management table 176 in FIG. 10 (S108 in FIG. 15). As a result, the execution processing step number becomes “2”, so that the main reception call reception processing section 101 performs the reception call processing procedure designation table 178.
To confirm the processing content of "Step 2" (S109 in FIG. 15).

An acceptance call processing procedure designation table of (2) of FIG.
In the example of 178A, “processing number 1” is specified in processing step 2, but the main received call reception processing unit 101 sets “processing number 1”.
Is confirmed in the received call processing content registration table 177 of FIG. As a result, when it is confirmed that the processing content of the execution processing step is “call of reception desk group A”, the main reception call reception processing unit 101 selects a reception desk (referred to as a main reception desk) in the main reception center. Main reception desk selection processing section in charge of processing
103 (FIG. 5). The main reception desk selection processing unit 103 accesses the reception call management table 176 and sets “A (means reception desk group A)” to “reception desk group number” (S110 in FIG. 16). Is the main reception call reception processing unit 10
1 may do it. Next, the main reception board selection processing unit 103 starts a process of selecting one reception board from the reception board group. Before describing the selection processing, tables for managing the reception boards will be described with reference to FIG. explain.

First, it is necessary to clarify the individual reception boards belonging to each reception board group. For this purpose, a reception board group registration table 173 in which the reception boards belonging to each reception board group are registered is created in advance, and the main processing is performed. It is stored in the table storage unit 141 of the storage device 140. The reception board group registration table 173 is shown in (1) of FIG.
An example of the configuration will be shown. As shown in the drawing, the range of the receiving boards belonging to the receiving board group is indicated by the number of the first receiving board and the number of the last receiving board corresponding to the receiving board group number.
In this case, it is assumed that a serial number (logical number) is assigned to the reception board number in each reception board group.

For the current availability status of each reception board, a reception board status management table 174 for managing the status of each reception board is created and stored in the table storage section 141 of the main storage device 140. And update it from time to time. FIG. 9 (2) shows an example of the reception desk state management table 174. As shown in the figure, the reception desk state management table 174 is provided corresponding to the reception desk numbers registered in the reception desk registration table 173, but the “extension number” of each reception desk (often a telephone is used) The extension number is stored. In the "Reception desk status", the current status of each reception desk,
The codes are stored as codes such as “0” in the empty state, “1” in the use state, and “2” in the closed state (including the failure state). Of these pieces of information, the information that is free or in use is, for example, the operation information of the line circuit 124 in FIG. 4, and the information that is in a failure or blockage is, for example, an input from the maintenance console 160 or a blockage of a reception board (not shown). The central control unit 130 monitors whether or not a key is operated and updates it every moment.

When selecting a reception desk, it is possible to randomly select an empty reception desk using only the reception table state management table 174 described above. However, according to the present invention, the load on the reception desk is used as an ACD function. A function of distributing calls so as to equalize is provided. There are various methods of call distribution, and a method of using the reception table selection order specification table 175 that specifies the selection order of reception tables will be described below.

FIG. 9 (3) shows an embodiment of the reception table selection order designation table 175 used when selecting an empty reception table. As shown in the figure, the reception table selection order specification table 175A (hereinafter abbreviated as “table A”) provided for the reception group and the reception table selection order specification table 175B (hereinafter referred to as “table A”) provided for the reception table. The table is abbreviated as a table B), and is stored in the table storage unit 141 of the main storage device 140 as shown in FIG. Designated table 175).

When the reception table selection order designation table 175 is created, for example, the reception table group A is set to 9 of the logical numbers # 1 to # 9.
In the case where the reception desk is composed of nine reception desks, the reception desks in the empty state among them are confirmed by the reception desk state management table 174, while the past reception desks of the nine reception desks (or only the empty reception desks may be used). The number of times of use is checked (management of the number of times of use is performed by a known method, and detailed description is omitted). As a result, for example, if the reception desks # 3, # 5, and # 7 are empty and # 7, # 3, and # 5 in ascending order of the number of times of use in the past, the "selection order first reception" of table A Unit number "
To "# 7" and "#"
5 "is stored. Further, the “preceding-rank reception desk number” and “next-rank reception desk number” in the table B are “blank, # 3” in the table corresponding to the # 7 reception desk, and “# 7” in the table corresponding to the # 3 reception desk. , # 5 ”and # 5 reception table are stored with“ # 3, blank ”.

Under the above premise, when the main reception board selection processing section 103 of the call processing control section 131 starts to select an empty reception board, the main reception board selection processing section 103 enters the reception board selection order designation table 175A (table A) of the reception board group A. to access. "Selection order top reception desk number" of reception desk selection order designation table 175A ((3) in FIG. 9)
If a reception desk number is stored in the list, there is an empty reception desk, and the head reception desk (reception desk # 7) is extracted (S111 → S112 → S113 in FIG. 16). However, since the reception table selection order designation table 175 is updated at a constant cycle, the reception table state management that immediately reflects the state of the reception table whether or not the selected reception table # 7 is in a callable state at this time. Double check by table 174 (Fig.
16 S114). As a result, if an empty state is confirmed, the reception desk # 7 is selected as the main reception center (S in FIG. 16).
It is a flow from S115 to S123 via S121 in FIG. 17, details of which will be described later.

If the selected reception desk # 7 is in a busy state in the reception desk state management table 174 and cannot be called, for example, the process returns to the selection processing of the empty reception desk (S in FIG. 16).
115 → S111). However, in this case, step S1 in FIG.
In steps 11 and S113, the process of extracting an empty reception desk is not the reception desk at the top of the reception table selection order designation table 175,
Perform for the reception desk of the next rank. For example, the main reception desk selection processing unit 103 accesses the reception desk selection order designation table 175B corresponding to the reception desk # 7, checks the reception desk number of the next rank of the reception desk # 7, and checks the reception desk (this example). Then reception desk # 3)
Is extracted and the same confirmation is made as before, and the selection of the reception desk as the main reception center is completed. If there is no notification of the selection of the reception desk from the sub reception center, at this point, the main reception desk selection processing unit 103 ends the processing, and determines the number of the reception desk in the selected main reception center at the reception desk determination processing unit 104. And take over the subsequent processing.

On the other hand, since the reception desks are also selected at the sub reception center in parallel with the above reception desk selection processing at the main reception center, the final reception desk is determined by the reception reception center from the sub reception center. This is performed after confirming whether or not there is a notification that the selection has been completed. This process is performed by the reception desk determination processing unit 104 in FIG. 5, but details will be described later, and here, it is assumed that there is no notification from the sub reception center. When the reception desk determination processing unit 104 confirms that there is no notification from the sub reception center, the reception desk of the selected main reception center is determined to be the reception desk for this reception call, but step S123 in FIG. Corresponds to the steps taken. Hereinafter, the operation after step S123 will be described first.

When the final reception desk is determined at the main reception center, the selection processing of reception desks at other reception centers (sub reception centers) becomes unnecessary, so the reception desk determination processing unit 104 determines that the reception desk has been determined. Is notified to the sub-reception center connection processing unit 102 in FIG. 5, and a request is made to stop the processing of the sub-reception center. Secondary reception center connection processing unit 102
Upon receipt of the message, it creates a message to be transmitted to the subordinate reception center using the transmission / reception message buffer memory 181 of the main memory 140. Although the form of this message may be arbitrarily determined, a message for releasing the reserved trunk line 30 is used here.
The disconnect (DISC) message specified in N shall be used.

The transmission / reception message buffer memory 181 has already been described with reference to FIG. 14. In the case of a disconnection message, “0” indicating transmission is set in the “transmission / reception type” of FIG. In the "message content storage unit", a disconnection message is created, edited, and stored in accordance with a format defined by ISDN. The disconnection message is created addressed to one or a plurality of sub-reception centers (in this example, only the sub-reception center P) that have notified the occurrence of the reception call. When the creation is completed, the disconnection message is transmitted to the subordinate reception center P (S134 in FIG. 18).

On the other hand, the reception desk determination processing unit 104 requests the sub reception center connection processing unit 102 to transmit the disconnection message, and then proceeds to a process of calling the reception desk in its own reception center. The telephone number for accessing the state management table 174 and calling the reception desk is confirmed. As the telephone number, the "extension number" of the reception desk status management table 174 shown in FIG. 9 (2) is used. If the reception desk is not a telephone, information dedicated to connection to the reception desk is used instead of the extension number. May be used. After confirming the extension number of the reception desk, the reception desk determination processing unit 104
Requests 106 to call the reception desk. Upon completion of the transmission, the reception center connection processing unit 102 returns the processing to the reception desk determination processing unit 104 in FIG.

The common call processing unit 106 is connected to the designated reception desk 110
When the reception desk 110 responds, the line circuit 124 to which the reception desk is connected and the local trunk 122 to which the reception call is connected are connected via the communication path network 121 (S135 in FIG. 18). As a result, the incoming call is connected to the reception desk, and the reception processing is completed. Therefore, the reception call management table 176 of the reception call is deleted. The reception call management table 176 may be deleted by the common call processing unit 106 or the reception desk determination processing unit 104, but in principle, the main reception call reception processing unit 101.
When the traffic data of the received call is recorded, before or after the deletion of the received call management table 176, the number of completed connected calls in the main reception center of the main reception call in the traffic data recording unit 179 is counted up (S136 in FIG. 18). ).

FIG. 13 shows an example of the configuration and setting contents of the traffic data recording unit 189. Traffic data recording section 189
Is accessed by the reception desk representative number, but the traffic data to be recorded can be set arbitrarily. FIG. 13 (1) shows the part of the main reception center that records the call data received, that is, the traffic data of the main reception call (reception call type “0”). The total number of accepted calls accepted as "the number of connections completed in the main reception center" is the number of calls connected to the reception desk in the main reception center among the reception calls accepted as the main reception center,
Is the number of calls that have been received by the main reception center but has been connected to the reception desk of the sub reception center (details will be described later), and the “number of calls that have not been completed” is the reception of the main reception center. This is the number of calls that could not be connected to either the reception desk or the reception desk at the sub reception center. In addition, the number of accepted calls
Although the description of the recording is omitted, when this data is recorded, the main reception center counts up when a reception call is received. In addition, if there is a need for an abandoned call or a forced disconnection call, the corresponding traffic data is updated in each processing step (detailed description is omitted).

FIG. 13 (2) shows a portion for recording a call received as a sub-reception center, that is, traffic data of a sub-reception call (reception call type “1”), which will be described here. Is the total number of calls accepted as a sub-reception center, and the number of calls completed in the sub-reception center is the number of calls that have completed connection to the reception desk in the sub-reception center. The “number of uncompleted calls in the sub reception center” is the number of calls that were accepted as sub reception calls but were not connected to the reception desk in the sub reception center. Include calls whose connection was not completed because a disconnection message was sent from the main reception center during reception processing as a sub reception center, but this was connected to the reception desk in the main reception center There is a high possibility that the call is a connection completed call.

The explanation of the basic operation in the case where the reception desk can be connected in the main reception center has been described above. However, in the above process, if the reception desk responds for some reason in step S135 (FIG. 18). If not, access is made to the reception table selection order designation table (table B) 175B using the number of the reception table selected, the next reception table is extracted, and the same processing as before is performed again (this processing). Is a figure
The description is omitted in the operation flow diagram of 18).

Further, when the reception table selection order specification table (table A) 175A of the reception table group (for example, reception table group A) specified in step S112 of FIG. 16 is accessed, an empty reception table is displayed in the reception table group. If there is no, the “execution processing step number” of the received call management table 176 (see FIG. 10) of the received call is updated to “3” (S116 in FIG. 16).
). "Processing step 3" of the accepted call processing procedure specification table 178A of (2) in FIG. 12 is "processing number 2 (waiting)".
(Refer to the received call processing content registration table 177 in FIG. 11).
The call for which "processing step 3" is set to "execution processing step number" of 6 indicates a received call in a state of waiting for the reception desk to be available.

When an incoming call in such a waiting state occurs, the call numbers of the incoming calls are registered (queue created) in the order of the waiting state, and an empty receiving board is set up at the main reception center or the sub reception center. Wait for selection (S117 in FIG. 16). When a waiting call is generated, the main reception board selection processing unit 103 (FIG. 5) accesses the reception board selection order designation table 175A at regular intervals and monitors the occurrence of an empty reception board (S118 in FIG. 16). When a vacant reception board is generated, processing for connecting to the vacant reception board is performed in order from the reception call at the end of the queue, but the reception call that has started the processing is removed from the queue. The process for connecting to the empty reception desk is the same as the above-described processing when there is an empty reception desk (S119 in FIG. 16).
→ S113-). Note that a well-known method can be applied to the queue, and a detailed description thereof will be omitted. [Reception processing and reception desk selection processing at the secondary reception center]
Next, the processing at the subordinate reception center will be described, but the processing having the same contents as the processing at the main reception center will be briefly described. In this section, FIGS.
The private branch exchange system (PBX) described in (1) above is described as being a PBX 200 installed in a sub-reception center (the sub-reception center P in the above example).

As described above, in step S107 in FIG. 15, the main reception center transmits a message notifying that a reception call has occurred to the sub reception center. The PBX 200 of the sub reception center in FIG. ISD
When the call is received via the N trunk line 30 (S201 in FIGS. 14 and 19), the operation starts assuming that the call has been received. The operation flow on the sub reception center side is described in FIGS. 19 to 21. Steps S107 and S201 in FIG.
This is the same step as 107 and S201.

The common call processing unit 106 (see FIG. 5) of the PBX 200 performs the reception processing of the above-mentioned message. First, it identifies that this message is the reception of the accepted call. If the ISDN trunk line 30 that has received this message is a trunk line dedicated to the accepted call, after identifying the line or the trunk 123 (FIG. 4) as in the main accepted call, the reception desk representative number registration table 17 is used. The received call is identified using (FIG. 7). However, if the trunk line is also used for a general call, the reception desk representative number is included in the message as described above, and the reception desk representative number is read from the message by the sub reception center side, and It is confirmed whether or not it matches the reception table representative number stored in the reception table representative number registration table 171 (FIG. 7). If they match, the reception of this message is an accepted call (a sub-accepted call)
Is identified (S202 in FIG. 19). When it is determined that the call is an accepted call, the common call processing unit 106 shifts the processing to the subordinate call acceptance processing unit 201 (FIG. 5).

The subordinate incoming call reception processing section 201 adds a call number to this incoming call and creates an incoming call management table 176 (FIG. 10). In this case, in the received call management table 167 shown in FIG. 10, the reception desk representative number is set to “reception desk representative number”, and the “accepted call type” is “sub-accepted call”. Set “1”. The “reception board group number” is set at the time of the selection processing of the reception board, as in the main reception center, and is not set at this time. The “sub-reception center number” is blank because the received call is a sub-reception call.
Since the next “execution processing step number” is the start time of the processing, “1” is set (above, S203 in FIG. 19). The creation of the reception call management table 176 indicates that a waiting reception call in the waiting state has occurred.

Next, the subordinate call reception processing unit 201 proceeds to the execution of the processing step 1. For this, the subscribed call processing procedure designation table 178 (FIG. 6) is read from the table storage unit 141 of the main storage unit 140. (S204 in FIG. 19). As described above, the accepted call processing procedure designation table 178 is different between the main accepted call and the subordinate accepted call, but in this case, it is a subordinate accepted call (accepted call type "1"), so that it is shown in (3) of FIG. The received call processing procedure designation table 178B is read. In the example of the figure, “processing number 1” is set in “processing step 1”, but “processing number 1” is “calling of reception desk group M” (the received call processing content registration table 177 in FIG. 11). "Processing number 1" of "No. of reception board group A" is written,
In the case of the secondary reception center P, it is assumed that “calling the reception table group M” is set). As is clear from comparison with the accepted call processing procedure designation table 178A for the main accepted call in (2) of FIG.
In the case of 8B, “process number 5 (call to the sub reception center)” is not set in “process step 1”, and “process number 1” is immediately set.
(Calling the reception desk group) ".

As described above, the sub-acceptance call reception processing unit 201 confirms that the processing content of the processing step 1 is “calling the reception desk group M” (S205 in FIG. 19), Move to 203 (Fig. 5). Slave reception desk selection processing unit 203
Accesses the reception call management table 176 and sets "M (means reception table group M)" to "reception table group number" (S206 in FIG. 19). Thereafter, the sub reception desk selection processing unit 203 selects a reception desk in the same manner as the above-mentioned main reception desk selection processing unit 103, but since the content of the selection processing is the same as in the main reception desk selection processing unit 103, From step S207 in FIG.
The description of the operations up to step S213 of 20 is omitted. Note that the processing when there is no empty reception desk is the same as that in the main reception center, and therefore, is collectively described in step 209 in FIG. 20. The reception center does not receive the notification of the selection of the reception desk from the reception center), so that the processing related thereto is not performed.

When a callable reception desk is selected in the sub reception center as described above (S213 in FIG. 20),
The secondary reception desk selection processing unit 203 requests the reception desk selection completion notification processing unit 205 (FIG. 5) to notify the main reception center that the selection of the reception desk has been completed at the own reception center. The reception board selection end notification processing unit 205 creates and transmits a notification message to the main reception center using the transmission / reception message buffer memory 181 (FIG. 6) in the main storage device 140 (S214 in FIG. 20). The message is issued by a facility message specified by ISDN.

When the main reception center receives this message (S120 in FIG. 20), one of the reception table selected by the main reception center and the reception table selected by the sub reception center is determined as the reception table to which the reception call is connected. However, the reception desk determination process in the main reception center and the processing in the main reception center and the sub reception center after the reception desk is determined will be described below. [Reception desk selection processing in the main reception center] The main reception center receives the reception desk selection end notification from the sub reception center in step S120 in FIG. 20, but this notification is received while the main reception center is executing the reception desk selection processing. Will receive it. However, it is uncertain to what extent the processing at the main reception center has been received. For example, step S120 in FIG. 16 is the same as step S120 in FIG. 20 in the process of selecting a reception desk in the main reception center, but the position of step S120 is the same as step S115 in FIG. Or, it is not limited after S119. When the reception desk is selected by both the main reception center and the sub reception center, the reception desk to be determined depends on the time when the main reception center receives this notification.

Step S115 in FIG. 16 is a time when a callable reception desk is selected at the main reception center.
In FIG. 17, after the reception desk selection of the main reception center is completed, it is confirmed whether or not there is a notification of the reception desk selection completion from the reception reception center (FIG. 17).
S121), when there is no notification, the reception desk of the main reception center is determined (S122 → S123). When the notification is received, the reception board selection end time in the main reception center is compared with the notification reception time, If the selection at the main reception center is early, the reception desk of the main reception center is determined (S122 → S124 →
S123) If the notification of the sub reception center is earlier, the reception desk of the sub reception center is determined (122 → S124 → S125).
An operation flow as described above is illustrated. The principle of the method of determining the reception desk is as described above, but actually, the end reception desk selection end time is not compared with the notification reception time, but if there is no notification from the sub reception center at the end of the reception desk selection, the main reception desk The reception desk at the center is determined, and if there is a notification from the sub reception center before the selection of the reception desk is completed, the reception desk of the sub reception center is determined at that time.

If there is no vacant reception desk at the main reception center, and the occurrence of a vacant reception desk is being monitored, and a reception desk selection end notification is received from the reception reception center, the process proceeds to step S11 in FIG.
9 through the operation flow of steps S126 → S127 → S125 in FIG.

Next, the operation after the main reception desk is determined will be described. As described above, the operation in the main reception center when the main reception desk is decided is to create a disconnection message in the main reception center and transmit it to the sub reception center via the ISDN trunk 30 (S134 in FIG. 18). . In the subordinate reception center, the disconnection message is received by the common call processing unit 106 in FIG. 5 (S215 in FIG. 18), and then notified to the subordinate call reception processing unit 201. Sub-acceptance call reception processing unit 201
When it is confirmed that the ISDN trunk line 30 in the call connection state has been released, the accepted call management table of the corresponding accepted call is confirmed.
176 is deleted (S216 in FIG. 18). When recording traffic data at the sub-reception center, for example, as shown in FIG.
Count up the "number of uncompleted calls in the secondary reception center" of the traffic data recording unit 179 of (2) (S in FIG. 18).
217). Thereby, the reception processing in the sub reception center ends.

Next, the operation after the subordinate reception desk is determined will be described. When the reception desk determination processing unit 104 (FIG. 5) of the main reception center determines the reception desk of the sub reception center as the reception desk to which the reception call is connected through the operation as described above (S125 of FIG. 17), the reception desk is determined. The processing unit 104 deletes the call management table 176 for the received call (S137 in FIG. 21). Thus, the accepted call in the waiting state has disappeared. Also, the reception desk determination processing unit 104 requests the common call processing unit 106 to connect the local trunk 122 and the trunk trunk 123, and the common call processing unit 106 controls the communication path network 121 so that the received call is connected. Office trunk 122 and subordinate reception center P
The trunk line 123 is connected to the trunk line 123 (S138 in FIG. 21). As a result, the reception processing in the main reception center ends, and thereafter, the common call processing unit 106
Monitors the end of the call. When the traffic data is recorded, the “number of connection completed calls in the sub-reception center” in the traffic data recording unit 179 in FIG.
Is counted up (S139 in FIG. 21).

On the other hand, in the sub reception center, after notifying the main reception center of the selection of the reception desk, the main reception center is notified.
After confirming that the trunk line 30 has not been released from the 10 side, the selected reception desk is called, and when the reception desk answers, the trunk trunk 123 and the reception desk 110 are connected. If the trunk trunk 122 and the trunk trunk 123 are connected at the main reception center, the trunk trunk 12 of the main reception center is connected here.
2 and the reception desk 110 of the secondary reception center are connected, and a call can be made between the caller and the reception desk (S218 in FIG. 21). When the traffic data is to be recorded, the "number of connections completed in the sub-reception center" of the traffic data recording unit 179 in (2) of FIG. 13 is counted up (S219 in FIG. 21). [Processing when connection to reception desk is not possible] Step S in FIG.
Reference numeral 119 denotes a state in which an empty reception desk has not been selected in the main reception center. In this state, when there is no notification of selection of a reception desk from the sub reception center, that is, from step S119 in FIG. 16 to step S126 in FIG. S127 → S12
The case where it advances to 8 is explained. Although not described above, a timer (not shown) is started when an incoming call is registered in the reception desk waiting queue in step S117 in FIG. Then, in step S128 of FIG. 17, it is confirmed whether or not the time limit of the timer has been exceeded. If the time limit has not yet been exceeded, the flow returns to step S118 in FIG. 16 to continue monitoring the occurrence of empty reception desks.

After the above processing is repeated, if the time limit of the timer is exceeded in step S128 of FIG. 17, the execution processing step of the accepted call management table 176 is advanced by one.
This is referred to as “processing step 4” (S129 in FIG. 17). In the example of the reception call processing procedure designation table 178A shown in FIG. 12, “processing number 3” is set in the processing step 4, but the processing content of “processing number 3” is the reception call processing content registration table 177 shown in FIG. Is "Talkie transmission". The processing up to the confirmation of the above processing contents is the main reception board selection processing unit 103 in FIG.
The main reception board selection processing unit 103 requests the common call processing unit 106 to transmit the talkie when it is confirmed that the transmission is "talkie transmission". The description of the type of talkie to be transmitted in this case is omitted, but since the type of the talkie is notified to the common call processing unit 106, a talkie announcement in accordance with the notification, for example, "Since it is currently crowded, it has been a while. Please try again later "is sent to the caller (S130 in FIG. 17).

When a talkie requesting a recall is transmitted, the disconnection of the caller is monitored by the common call processing unit 106, and when the caller is disconnected (S131 in FIG. 17), the accepted call management of the accepted call is performed. The table 176 is deleted, whereby the waiting call has been deleted (S132 in FIG. 17). When performing traffic aggregation, since this accepted call is a main accepted call and a call for which connection has not been completed, the “number of uncompleted calls” in the traffic data recording unit 179 of FIG. 13A is counted up. (S133 in FIG. 17). [Supplemental Information] The embodiment of the present invention has been described with reference to FIGS. 4 to 21. However, the configuration diagram and operation flow diagram used in the description are merely examples of the embodiment of the present invention. Needless to say, the present invention is not limited to only the illustrated configuration or operation.

For example, the exchange system shown in FIG. 4 has a function that can operate as both a main reception center and a sub reception center. However, when a reception center used only as a sub reception center is provided, the exchange system is used as a sub reception center. The switching system may have only necessary functions.

Although the reception desk 110 is connected to the line circuit 124 to which an extension telephone is normally connected in FIG. 4, even if the reception desk 110 is connected to a circuit dedicated to the reception desk, the present invention can be applied to the present invention. The effect of does not change. In FIG. 5, a common call processing unit 106 for performing common call processing for an accepted call and a general call and various processing units for processing only an accepted call are separately provided. For example, since the processing contents of the main reception desk selection processing unit 102 and the sub reception center information reception processing unit 105 include the same contents as the processing performed in the call processing of the general call, the reception Even if a part of the processing of the call processing unit is performed by the common call processing unit 106, the effect of the present invention does not change. Although the processing unit at the main reception center and the processing unit at the sub reception center are separately illustrated in FIG.
There are many parts common to the processing contents of 103 and the reception desk selection processing unit 203, and the effect of the present invention does not change even if both processing units are configured as one processing unit.

In the embodiment, a received call processing content registration table 177 and a received call processing procedure designation table 178 are created.
The main received call reception processing unit 101 receives the received call processing procedure specification table
An example in which the processing number of the corresponding processing step is confirmed by the received call processing content registration table 177 after confirming the processing number of the corresponding processing step by 178, but the creation of the received call processing content registration table 177 is omitted, and the received call processing is omitted. The processing contents may be directly set in the processing procedure designation table 178 (the same applies to the sub-calls).

FIGS. 7 to 12 show embodiments of the tables used in the present invention. However, these tables are not limited to those which do not have a free configuration without departing from the gist of the present invention. is not. FIG. 13 shows an example of the configuration of the traffic data recording unit. However, it is possible to freely set the type of traffic data stored in the traffic data recording unit. The effect of the present invention does not change even if is deleted.

In the present invention, when the main reception center accepts the call, a message notifying the occurrence of the call is transmitted to the subordinate reception center.
An appropriate message specified by N, for example, a call setup (SETUP) message may be used.

In the above embodiment, the sub-reception center 20
When the reception desk is determined to be the reception desk that accepts the call, the sub reception center 20 confirms that the trunk line 30 is not released and calls the selected reception desk,
From the main reception center 10 to the sub reception center when the reception desk of the sub reception center 20 is determined as the reception desk to accept the call
The fact that the reception desk of the sub reception center 20 has determined to be the reception desk that accepts the call may be notified to the reception desk 20 using an appropriate message.

[0095]

As described above, according to the present invention, when a reception call arrives at one of a plurality of reception centers, the reception center becomes the main reception center and reaches another reception center (sub reception center). Since the call is notified, even if one reception center is busy, it can be accepted at any of the reception centers. For this reason, it is possible to avoid a situation in which reception is not possible or response is delayed due to an abnormality in gas or electricity. Also, in the present invention, when the reception center serving as the main reception center notifies the sub reception center serving as the sub reception center of the occurrence of the reception call, the reception is performed while the communication channel of the trunk line is secured, Even though there is a reception desk, there is no saying that reception is delayed because the communication channel is not available.

As described above, the present invention greatly contributes to the improvement of the reception service from customers in companies having a plurality of reception centers.

[Brief description of the drawings]

FIG. 1 is a basic configuration diagram of the present invention.

FIG. 2 is a basic operation flowchart of the present invention (1).

FIG. 3 is a basic operation flowchart (2) of the present invention.

FIG. 4 is a configuration diagram of an exchange system according to an embodiment of the present invention (1).

FIG. 5 is a configuration diagram of an exchange system according to an embodiment of the present invention (2).

FIG. 6 is a configuration diagram of an exchange system according to an embodiment of the present invention (3).

FIG. 7 is a configuration diagram of a reception table representative number registration table according to the embodiment of the present invention.

FIG. 8 is a block diagram of a registration center registration table according to an embodiment of the present invention.

FIG. 9 is a diagram illustrating a configuration of reception desk management tables according to an embodiment of the present invention.

FIG. 10 is a configuration diagram of a received call management table according to the embodiment of the present invention;

FIG. 11 is a configuration diagram of a registration table for accepting call processing contents according to the embodiment of the present invention.

FIG. 12 is a configuration diagram of a reception call processing procedure designation table according to the embodiment of the present invention.

FIG. 13 is a configuration diagram of a traffic data recording unit according to an embodiment of the present invention.

FIG. 14 is a configuration diagram of a transmission / reception message buffer memory according to an embodiment of the present invention;

FIG. 15 is an operation flowchart of an embodiment of the present invention (1).

FIG. 16 is an operation flowchart of the embodiment of the present invention (2).

FIG. 17 is an operation flowchart of the embodiment of the present invention (3).

FIG. 18 is an operation flowchart of the embodiment of the present invention (4).

FIG. 19 is an operation flowchart of the embodiment of the present invention (5).

FIG. 20 is an operation flowchart of the embodiment of the present invention (6).

FIG. 21 is an operation flowchart of an embodiment of the present invention (7).

[Explanation of symbols]

 DESCRIPTION OF SYMBOLS 1 Intra-company communication network 2 Public communication network 3 Customer telephone 4 Reception line 10 Reception center (main reception center) 20 Reception center (sub reception center) 30 Trunk lines 100 and 200 Switching system 101 Main reception call reception means 102 Sub reception center call Means 103 Main reception board selection means 104 Reception board determination means 110, 210 Reception desk 201 Secondary reception call reception means 203 Secondary reception board selection means 205 Reception board selection end notification means

 ──────────────────────────────────────────────────続 き Continued on the front page (72) Kayoko Kamata 2-53, Shiromi, Chuo-ku, Osaka-shi, Osaka Inside Fujitsu Kansai Communication Systems Co., Ltd. (72) Shinji Arakawa, Shiromi, Chuo-ku, Osaka-shi, Osaka 2- 2-353 Fujitsu Kansai Communication Systems Co., Ltd. (72) Inventor Minoru Kawahara 2- 2-353 Jimi, Chuo-ku, Osaka City, Osaka Prefecture Fujitsu Kansai Communication Systems Co., Ltd. (72) Inventor Shoji Takahata Osaka 4-1-2, Hirano-cho, Chuo-ku, Osaka-shi F-term in Osaka Gas Co., Ltd. (reference) FF12 FF32 FF35 FF36 FF42 GG07

Claims (8)

[Claims] 1. A method for distributing calls among a plurality of reception centers in an intra-company communication network having a plurality of reception centers for receiving a call from a customer, wherein the reception center that directly receives a call from a public communication network is a main reception center. The selection of an acceptable reception desk in the own reception center is started, and a trunk line to one or a plurality of other reception centers predetermined is secured to notify the occurrence of the reception call, and the other reception receiving the notification is performed. The center accepts the call as a subordinate reception center, selects a reception desk that can be accepted in its own reception center, and when the selection of the reception desk is completed, the selection of the reception desk is completed for the main reception center. The main reception center notifies the reception desk that it has finished selecting reception desks that it can accept in its own reception center, or notifies the sub reception center that it has finished selecting reception desks. A method for distributing calls between a plurality of reception centers, comprising: determining a reception desk of a reception center, which has finished selecting a reception desk earliest, as a reception desk for receiving the call, and connecting the call. 2. When the main reception center selects a reception desk that can be received in its own reception center before receiving a reception desk selection end notification from the sub reception center, the main reception center secures when notifying the occurrence of a reception call. The trunk line to the designated reception center is returned to an empty state, the call is connected to the selected reception desk in the reception center, the call reception process is completed, and the trunk line notified of the occurrence of the received call is 2. The call distribution method according to claim 1, wherein, after confirming that the reception center has been returned to the idle state, the sub reception center stops the selection process of the reception table and ends the call reception process. 3. When the main reception center receives a notice of the selection completion of the selection of the reception desk from the sub reception center before the selection of the reception table that can be received in the reception center is completed, the main reception center performs reception in the own reception center. The selection process is stopped, the call is connected to the trunk to the secondary reception center, and the call reception process is terminated.The secondary reception center relays the selected reception desk in the local reception center and the main reception center. 2. The method for distributing calls between a plurality of reception centers according to claim 1, wherein a line is connected to terminate the call reception processing. 4. A call between a plurality of reception centers provided at each reception center of an intra-company communication network having a plurality of reception centers for receiving a call from a customer so that one call can be received at any of the plurality of reception centers. A switching system having a distribution function, wherein when a call arrives on a reception line from a public communication network, another unit is notified of the occurrence of a reception call and a request is made to execute a reception process. The main reception call receiving means for managing the reception call until the reception call is connected to the reception desk of the reception center of the reception center. Or a sub-reception center calling means for securing a relay line to a plurality of other reception centers and notifying the sub-reception center of the occurrence of a reception call, and managing the availability of reception desks in the own reception center, When the occurrence of a received call is notified from the main received call receiving means,
When the main reception board selecting means for selecting the reception desks that can be received from the reception desks accommodated in the self-exchange system and when the selection of the acceptable reception desks is completed by the main reception desk selection means is notified. Or, when notified that the selection of acceptable reception desks has been completed by the other reception center that has notified the occurrence of the reception call, the reception desk of the reception center that has been notified first is set to the reception desk that receives the call. A switching system having a function of distributing calls between a plurality of reception centers, comprising a reception desk determination means for connecting to the reception desk which has determined and made the call. 5. The reception desk determining means, when receiving from the main reception desk selection means a notification that selection of an acceptable reception desk has been completed before receiving a reception desk selection completion notification from the sub reception center. And return the trunk line to the sub-reception center that notified the occurrence of the call to an empty state, connect the reception line from the public communication network to the selected reception desk in the local reception center, and end the call reception processing. 5. The switching system according to claim 4, wherein the switching system has a call distribution function between a plurality of reception centers. 6. The reception desk deciding means, when receiving a notice of end of reception desk selection from another reception center before receiving a notice of completion of selection of a reception desk which can be received from the main reception board selection means, Stop the selection process of the reception desk in the center, connect the call from the public communication network to the trunk line to the reception center that notified the end of the selection of the reception desk, and end the call reception process. The switching system having a function of distributing calls between a plurality of reception centers according to claim 4. 7. A call between a plurality of reception centers provided at each reception center of an intra-company communication network having a plurality of reception centers for receiving a call from a customer so that one call can be received at any of the plurality of reception centers. A switching system having a distribution function, wherein when the occurrence of an accepted call is notified via a trunk line from a main reception center that has directly accepted a call from a public communication network, the occurrence of the accepted call is notified to other means. A sub-acceptance call receiving means for managing an incoming call until the call is connected to a reception board in the own reception center or until it is confirmed that the trunk line from the main reception center is released; Manages the availability status of the reception desk, and when notified of the occurrence of a reception call from the subordinate reception call reception means,
When a reception desk selection means for selecting a reception desk that can be received from the reception desks accommodated in the self-exchange system and when the reception desk selection means is notified that selection of an acceptable reception desk has been completed. A switching system having a function of distributing calls between a plurality of reception centers, the system further comprising a reception desk selection completion notifying means for notifying the main reception center that the selection of the reception desk has been completed. 8. The sub-reception board selection means, after the reception board selection end notifying means notifies the main reception center of the selection of the reception board, sends the notification determined from the main reception center to the reception board of the own reception center. When receiving or confirming that the trunk line from the main reception center has not been released after a certain period of time, calls the selected reception desk and connects the reception line with the trunk line from the main reception center. 8. A switching system having a function of distributing calls between a plurality of reception centers according to claim 7.