JP2002112296A - Telephone system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a telephone system that can efficiently transfer an overflow call to an overflow destination group in a short time. SOLUTION: Upon the receipt of an incoming call to one ACD(Automatic Call Distribution) group in ACD groups 1-4, an exchange 10 has a function of transferring the incoming call to an idle phone among phones included in one ACD group. When receiving one ACD group (e.g. ACD group 1) and no idle phone exists in the phones included in the ACD group 1, the exchange 10 selects the ACD group 4 having most idle phones as the overflow destination group among the remaining ACD groups 2-4 and transfers the incoming call to the ACD group 1 to any of idle phones (400-404) of the overflow destination group (ACD group 4) as the function.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

The present invention relates to a telephone device having an ACD function.

[0002]

2. Description of the Related Art The ACD (Automatic Call Distribution) function refers to an automatic incoming call distribution function or an incoming call even distribution function of an exchange such as a PBX (private branch exchange). As also defined, when an incoming call occurs on a line, call transfer is performed to a specific extension telephone group preset for this line so that the call processing amount of each extension telephone becomes equal. Function.

In an ACD (Even Call Distributing Function) of a conventional key telephone apparatus, when an overflow call occurs in a corresponding called group, a call is set in advance according to a preset value on the exchange side.
There was only a function to transfer an incoming call to one overflow destination or a plurality of destination groups in a fixed order.

[0004] For this reason, when there is no free operator (an operator who can answer a call) at the overflow destination and a call overflows in the corresponding destination group, the incoming call is transited to the set overflow destination and the free space becomes available. If not, it would be an inefficient way to give incoming calls to the next overflow destination.

Therefore, it takes a long time to respond to the incoming call at the overflow destination group having an idle operator.

[0006]

SUMMARY OF THE INVENTION An object of the present invention is to eliminate the above-mentioned drawbacks of the prior art and to efficiently provide an overflow call (overflow termination) to an overflow destination group having an idle operator in a short time. An object of the present invention is to provide a telephone device capable of transferring.

[0007]

According to a first aspect of the present invention, there is provided an exchange having first to n-th (n is an integer of 3 or more) telephone groups each having a plurality of telephones. ,
The exchange has a function of, when receiving an incoming call to one of the first to n-th telephone groups, transferring the incoming call to a vacant telephone among the telephones included in the one telephone group. In the telephone apparatus having the above configuration, when the exchange receives an incoming call to the one telephone group, if the telephone included in the one telephone group does not have any empty telephone, the first to the n-th
Of the remaining phone groups in
A telephone device having a function of selecting a telephone group having the largest number of idle telephones as an overflow destination telephone group and transferring an incoming call to the one telephone group to empty telephones of the overflow destination telephone group. Can be

According to a second aspect of the present invention, the above-mentioned second aspect is provided.
In the telephone device according to the aspect, the exchange is connected to first to n-th lines corresponding to the first to n-th telephone groups, and the exchange receives an incoming call to the one telephone group. And a telephone device that receives one of the first to n-th lines corresponding to the one telephone group.

[0009]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS Next, embodiments of the present invention will be described with reference to the drawings.

Referring to FIG. 1, a telephone device according to one embodiment of the present invention is shown. This telephone device is an exchange 1
0 and first to n-th (n is an integer of 3 or more) telephone groups each having a plurality of telephones (that is, ACD group 1 to ACD group 4). Exchange 10
Are the first to n-th telephone groups (ACD group 1
~ ACD group 4) one telephone group (A
Upon receiving an incoming call to the (CD group), it has a function of transferring the incoming call to an empty telephone among the telephones included in the one telephone group (ACD group).

Here, it is assumed that the incoming call to the one telephone group is an incoming call to ACD group 1.

When the exchange 10 receives an incoming call to the one telephone group (ACD group 1), if no telephones 100 to 104 included in the one telephone group (ACD group 1) are vacant, The first
To the n-th telephone group (ACD groups 1 to A)
The remaining telephone group (ACD) in the CD group 4)
Of the group 2 to ACD group 4), the telephone group having the largest number of empty telephones (ACD group 4 in the illustrated example) is selected as the overflow destination telephone group, and the incoming call to the one telephone group (ACD group 1) is made. To the overflow destination telephone group (ACD
It also has a function of transferring to idle telephones (400 to 404) in group 4).

The exchange 10 is connected to first to n-th lines (station lines) corresponding to the first to n-th telephone groups (ACD group 1 to ACD group 4) (FIG. 1). Shows only the first line (station line) 100 'corresponding to the first telephone group (ACD group 1).)

In this case, the exchange 10 sends an incoming call to the one telephone group (ACD group 1) to the first telephone group (ACD group 1).
To the one line 100 'corresponding to the one telephone group (ACD group 1) among the nth lines.

In FIG. 1, ACD group 1
Has telephones 100-104 assigned to operators with operator IDs 100-104, and ACD group 2 has telephones 200-204 assigned to operators with operator IDs 200-204. ACD group 3 has telephones 300 to 304 assigned to operators whose operator IDs are 300 to 304, and ACD group 4 has telephones 400 to 304 assigned to operators whose operator IDs are 400 to 404. 404.

FIG. 2 shows an ACD provided in the exchange 10.
An overflow destination setting memory table 1000 for group 1 and an overflow destination incoming rank table 2000 for ACD group 1 are illustrated. Similarly, A
The overflow destination setting memory table for the CD group 2 and the overflow destination arrival order table for the ACD group 2, the overflow destination setting memory table for the ACD group 3 and the overflow destination arrival order table for the ACD group 3, the ACD group The switch 10 also has an overflow destination setting memory table for the ACD group 4 and an overflow destination incoming call order table for the ACD group 4.

As shown in FIG. 2, the exchange 10 has an ACD
In the overflow destination setting memory table 1000 for group 1, the number of login operators and the current number of available operators for each of the ACD groups 2, 3, and 4 are registered, and the group having the largest number of available operators is assigned to the ACD group.
Overflow destination order table 20 for group 1
00 is always set to the first address (that is, the address having the priority of 1).

The number of login operators is an operator ID (Identification) set at the time of login, and the number of vacant operators is determined by the status flag of each login operator ID. That is, the status flag of the operator ID that has logged in and is waiting is set to 0, and the status of the operator ID that cannot respond to the incoming call after performing incoming call response or post-processing is set to 1.

The number of vacant operators in each group is determined by (login number−the number of status flags 1), and the group having the largest number of vacant operators is determined as the start address (in the overflow destination arrival order table 2000 for ACD group 1). That is, the incoming call is set to the address having the priority of 1) and the incoming call is preferentially sorted.

[0020]

As described above, in the telephone device according to the present invention, when an exchange receives an incoming call to one of the first to n-th telephone groups, the exchange switches to the one telephone group. If no empty telephones are included in the included telephones, a telephone group having the largest number of empty telephones is selected as the overflow destination telephone group among the remaining telephone groups among the first to n-th telephone groups, and the one telephone It has a function of transferring an incoming call to the group to a vacant telephone in the overflow destination telephone group. In other words, according to the present invention, for an overflow call generated in a corresponding telephone group, the incoming call can be efficiently dispatched by a function of preferentially receiving an incoming call to the overflow destination having the largest number of available operators. This has the effect of reducing waiting for the other party.

[Brief description of the drawings]

FIG. 1 is a block diagram of a telephone device according to an embodiment of the present invention.

FIG. 2 is an ACD provided in the exchange of the telephone device of FIG. 1;
FIG. 3 is a diagram showing an overflow destination setting memory table 1000 for group 1 and an overflow destination incoming rank table 2000 for ACD group 1;

[Explanation of symbols]

 10 Switch 100-104 Telephone 200-204 Telephone 300-304 Telephone 400-404 Telephone 100 'First line (office line)

Claims (2)

[Claims] 1. An exchange and a first to n-th (n is an integer of 3 or more) telephone groups each having a plurality of telephones, wherein the exchange comprises the first to n-th telephone groups. A telephone device having a function of receiving an incoming call to one of the telephone groups among the telephones included in the one telephone group, and transferring the incoming call to an empty telephone among the telephones included in the one telephone group. When an incoming call is received, if there are no empty telephones in the telephones included in the one telephone group, an empty telephone is the most empty telephone among the remaining telephone groups in the first to n-th telephone groups. A large number of telephone groups are selected as overflow destination telephone groups, and incoming calls to the one telephone group are sent to idle telephones of the overflow destination telephone group. Telephone apparatus characterized by having also a function of transferring. 2. The telephone device according to claim 1, wherein the exchange is connected to first to n-th lines corresponding to the first to n-th telephone groups. Incoming calls to one phone group
A telephone device for receiving one line corresponding to the one telephone group among the first to n-th lines.