JP2001333194A - Incoming call distribution system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide an incoming call distribution system that uses a PBX or a telephony server to assign incoming calls to incoming call terminals and automatically stops the incoming distribution to the terminals when a condition is reached. SOLUTION: An incoming call distribution means 2 is provided with clock information 21, a log-off object condition 22, a group dependent job state 23 and a log-on management area 24 and automatically terminates the reception job of call receiving terminals that satisfy the conditions.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

The present invention relates to a PBX (Privat).
The present invention relates to an incoming call distribution system that allocates incoming calls to a plurality of incoming terminals using an eBranch Exchange (private branch exchange) or a telephony server.

[0002]

2. Description of the Related Art Conventionally, a CTI (computer Telephony) constructed by a PBX or a telephony server has been known.
Integration: Computer / Phone integration)
Linked Inbound ACD (Automatic Cal)
l Distributor (automatic call distributor) system, when a plurality of receiving terminals performing a receiving operation end the receiving operation, perform an operation end operation from the receiving terminal to end the receiving operation and end the allocation of the incoming call distribution. Was.

[0003]

However, in the above-mentioned conventional system, the reception work of the receiving terminal does not end unless the receptionist performs the operation to end the operation from the receiving terminal, and the receptionist forgets the operation to end the operation. In this case, there is a problem that the incoming call is distributed to the receiving terminal.

[0004] An object of the present invention is to solve such a conventional problem. A condition for terminating a reception business is provided, and when the condition is reached, the business is automatically terminated. To provide an incoming call distribution system capable of stopping incoming call distribution.

[0005]

SUMMARY OF THE INVENTION In order to achieve the above object, the present invention provides a private branch exchange, a plurality of terminating terminals for receiving services, and terminating distribution means for distributing incoming calls to the private branch exchange to the terminating terminals. In a call distribution system comprising
The system includes a unit for recognizing a reception work end time and a control unit for automatically performing a business end operation of a target one of the called terminals when the reception work is completed.

[0006]

Embodiments of the present invention will be described below with reference to the drawings.

FIG. 1 is a block diagram of a CTI-linked inbound ACD system to which a call distributor according to an embodiment of the present invention is applied.

This system uses a PBX as an exchange means.
1. Telephony server 2 as a receiving terminal selecting means connected to the PBX 1, a public network 3 and a dedicated line network 4 as a communication network connected to the PBX 1, and a plurality of reception boards 5 (5a) as receiving terminals connected to the PBX 1. , ..., 5n),
A plurality of reception personal computers 6 connected to the telephony server 2
(6a,..., 6n) and a supervision personal computer 7 for managing the system.

Reception tables 5a to 5n and reception computers 6a to 6
n are interlocked with each other and can be operated from both. Receptionists wait at reception desks 5a to 5n,
A supervisor is waiting on the supervisory computer 7.

[0010] When a business end operation is received from the reception board 5 (for example, the reception board 5 a), the PBX 1 notifies the telephony server 2 of the business end information of the reception board 5 for which it is necessary to stop the incoming call distribution. Upon receiving this, the telephony server 2 stops distribution of incoming calls, notifies the reception personal computer 6 (for example, the reception personal computer 6a) of the business end of the business end, and ends the reception business.

FIG. 2 is a conceptual diagram of a business status management area managed by the telephony server 2, and includes time information 21 indicating a current time, a logoff target condition 22 for confirming that the business is automatically terminated, and It is composed of a group-specific business status 23 indicating the business status of each group, and a log-on management area 24 indicating the business status of each reception board 5.

In the area of the group-specific business status 23,
A start time indicating the start time of the group, an end time indicating the end time of the group, and an operation state indicating the operation state of the group are provided, and are information necessary for automatically determining conditions for ending the operation. .

The logon management area 24 is a condition necessary for recognizing an ACD group that is performing a job for each reception desk 5 and determining a reception board to be terminated when the task is automatically terminated. .

Next, the operation of the telephony server 2 for terminating the automatic job will be described with reference to the flowchart shown in FIG.

First, it is confirmed whether or not there is a group whose work end time has been reached in the group work state 23 (step S).
1). If there is a group that has reached the work end time, the group of the public bath is designated (step S2), and the work end time of the designated group is confirmed (step S3). If it is the business end time of the specified group, it is checked whether there is a receptionist who is logged on to the specified group (step S).
4) If there is a receiver who is logged on to the designated group, the receiver who is logged on confirms the target of automatic logoff (step S5), and if it is the target of automatic logoff, performs automatic logoff (step S6). It is confirmed whether all the log-in receptionists have been confirmed (step S7). If all the log-on receptionists have been confirmed, it is confirmed whether all groups have been confirmed (step S8). If confirmed, the process ends.

If there is no group whose work end time has been reached in step S1, the process ends.

If the business hours of the group specified in step S3 have not ended, the flow advances to step S8.

If there is no recipient who is logged on to the group specified in step S4, the process proceeds to step S8.

If it is determined in step S5 that the receiver who is currently logged on is not the object of automatic logoff, the process proceeds to step S7.

If it is determined in step S7 that all of the log-in recipients have not been confirmed, the process proceeds to step S5.

If all groups have not been confirmed in step S8, the next group is designated (step S9), and the flow advances to step S3.

Next, the processing for determining the target of automatic logoff of the receiver performed in step 5 will be described in detail with reference to the flowchart shown in FIG.

First, it is checked from the group-specific business status 23 whether the business status of the processing target group is before business (step S11).
Based on the group-specific business status 23 and the logon management area 24, the receptionist who has logged on to the group to be processed is confirmed, and the receptionist logs on to another group, and the business status of the other group is in business. (Step S12), and if not, it is checked whether the current time is included based on the start time of the group-specific business state 23, the logoff target condition, and the time information 21 (Step S13). If it is included, it is set as an object of automatic logoff (step S14), and the process is terminated.

If the processing status of the group to be processed is not "before" in step S11, the flow advances to step S14.

If it is determined in step S12 that the operation status is not "in operation", the flow advances to step S15 to exclude the automatic logoff (step S15), and the process ends.

If the current time is not included in step S13, the process proceeds to step S15.

[0027]

According to the present invention, as apparent from the embodiment of the present invention, the operation status of the acceptor is automatically changed to the operation end for each group whose end time has come, so that the operation end operation is not performed. In some cases, it can be said that this is an incoming call distribution system that can distribute incoming calls only to those who are working.

[0028]

[Brief description of the drawings]

FIG. 1 is a block diagram showing an incoming call distribution system according to an embodiment of the present invention.

FIG. 2 is a conceptual diagram showing a business status management area managed by a telephony server according to the embodiment of the present invention.

FIG. 3 is a flowchart illustrating an operation of terminating an automatic job according to the embodiment of the present invention.

FIG. 4 is a flowchart illustrating an automatic logoff target determination process according to the embodiment of the present invention.

[Explanation of symbols]

 DESCRIPTION OF SYMBOLS 1 PBX (Exchange means) 2 Telephony server (Termination distribution means) 3 Public network 4 Dedicated line network 5, 5a-5n Receiving board (terminating terminal) 6, 6a-6n Receiving personal computer 7 Supervisor personal computer 21 Clock information 22 Logoff target condition 23 Business status by group 24 Logon management area

Claims (1)

[Claims] 1. An incoming call distribution system comprising: a private branch exchange; a plurality of incoming terminals for receiving services; and incoming call distributing means for distributing incoming calls to the private branch exchange to the incoming terminals.
An incoming call distribution device, comprising: means for recognizing a reception work end time; and control means for automatically performing a work end operation of a target one of the called terminals when the reception work is ended.