JPH0352443A - Attendant board incoming system - Google Patents

Abstract

PURPOSE:To solve a problem that the incoming of a call with low priority is delayed by setting the incoming priority of the call with low priority at a leading position after the lapse of prescribed queue time even when a call with high priority exists. CONSTITUTION:The incoming priority of respective call to an attendant board 2 is decided based on the priority according to the kind of the call set in advance. When a speech at the attendant board 2 is completed, a queuing call is received sequentially with the attendant board 2 in sequence of decided incoming priority. At this time, the queue time for the call whose incoming priority is decided is measured, and when measured queue time reaches prescribed time, the incoming priority of the call whose queue time reaches preset time is set at the leading position in spite of the priority according to the kind of the call. The call set at the leading position is received with the attendant board 2. In such a way, it is possible to solve the problem that the call with low priority is hard to be received with the attendant board.

Description

[Detailed description of the invention] [Purpose of the invention] (Industrial application field) The present invention relates to a relay stand receiving system.

(Prior art) In the conventional relay console terminating system, the order of arrival of calls to the attendant is first-in-first, which determines the order of arrival of calls in the order in which they arrive and queues them (registers them in order). It adopted an out method (reading in the order of registration).

In this conventional relay stand terminating system, the terminating order is determined by the order in which calls are queued, so calls from outside lines and calls from internal lines are treated with the same importance.

Depending on the user, calls from outside lines need to be treated with higher priority than calls from internal lines, so there is a problem with the method of determining the order of incoming calls based on the order in which they are queued.

In order to solve this problem, it is possible to set priorities for call insertion (calls from outside lines, calls from extensions, etc.), and calls with higher priority are placed first, regardless of the order in which they are queued. One possible method is to receive the call as soon as the call at the relay station ends.

However, with this method, a call with a low priority will be interrupted from queuing if a call with a higher priority comes in while the call is being queued. In other words, even if there are no other calls queued while the attendant is talking, the call on this attendant will be terminated.
If at least one call with a higher priority is queued at a given time, the higher priority call queued after the lower priority call will be sent to the attendant console before the lower priority call queued earlier. If this situation continues, there will be a problem that calls with low priority will not be received by the relay stand.

(Problem to be Solved by the Invention) As described above, in the conventional relay stand reception method, when the relay stand is busy, if the priority is not set, the call reception order to be handled is set with a high priority. This has caused a problem in that when priorities are set, calls with low priorities are not easily received at the relay stand even when the traffic volume is not large.

Therefore, the present invention was made in view of this problem, and it sets priorities for call types, and even if a call with a low priority is kept waiting for a certain amount of time, priority is given to the incoming call. It is an object of the present invention to provide a system for receiving calls from a relay stand which can increase the order of reception.

[Structure of the invention]

(Means for solving the problem) Based on the priority set in advance according to the type of call,
In the relay stand termination method that determines the incoming priority order of each call to the relay stand, means for measuring the waiting time of each call for which the incoming call priority order has been determined, and the total J? 1, when the waiting time reaches a preset time, regardless of the priority, the call that has reached the preset time is given the first priority in the incoming call priority order. do.

(Operation) In the relay stand termination system of the present invention, the reception priority of each call to the relay stand is determined based on the priority set by the call type.

When the call at the relay console is completed, the waiting calls are sequentially received at the relay console according to the determined call priority order. At this time, the waiting time is measured for the call whose incoming priority is determined, and when this measured waiting time reaches a preset time, the set time is The call that has reached the number of calls is placed first in the priority order.

Then, the call placed at the beginning of ζ is received at the relay console.

(Implementation f!NJ) Hereinafter, the relay console receiving method of the present invention will be described in detail with reference to the accompanying drawing.

FIG. 2 shows a block diagram of a device applied to an embodiment of the relay stand receiving system of the present invention.

This device includes an exchange 10 and a central office line 12 connected to it.
, an extension telephone 8111, and a relay stand 2. The exchange 10 includes an extension connection section 3, an outside line connection section 4, a relay connection section 13, a queuing section 5, a control section 9, a measurement section 8, and a memory section 1. Priorities are set in the memory section 1 of the exchange 10 according to the type of call, and outside calls are given a higher priority than internal calls. The memory unit 1 also stores that the waiting time of the call, which is calculated by the API measuring unit 51, is 3 minutes.

FIG. 1 is a flowchart relating to the relay stand reception method of the present invention, and the control unit 9 performs control operations according to this flowchart. Hereinafter, one embodiment of the present invention will be described based on this flowchart 1.

In FIG. 2, the relay console 2 is currently talking, and calls from the office line 12 and extension telephone 11 to the relay console 2 enter the exchange 10 via the extension connection 3 and the outside line connection 4, respectively. Then, the control section 9 checks whether there is a call in the queuing section 5 that has exceeded the call waiting time (3 minutes) preset in the memory section 1 (step (S) 1). If there is a call that has exceeded the waiting time, this call is queued at the head of the queuing section 5, that is, at the priority section 7 (step 2), and the call queued at the head is delivered to the relay console 2 (step 7). If no call exceeds the waiting time in step 1, determine whether there is a high priority call (
Step 3). Since the call from the office line 12 has a higher priority than the call from the extension telephone 11, it is queued in the priority section ■ (step 4), and the call from the extension telephone 11 is queued in the queuing section ■ (step 4). Step 6).

Then, the control unit 9 causes the measuring unit 8 to measure the waiting time of each call from the central office line 12 and the extension telephone 11.
instruct. As a result, the measuring unit 8 starts measuring the waiting time of each call. When the call on the relay console 2 ends, the call from the outside line queued at the beginning, that is, in the priority order section 7, is received at the relay console 2 (step 7). When the call related to this outside line ends, the next priority Order: ■ Arrives the call from the extension queued in section 6 to relay console 2 (
Step 7).

Furthermore, when the call related to the outside line is terminated, if a new call is newly queued in the priority section 7 (step 3.4), this new call is is received at relay console 2 (step 7). but,
At this time, if the waiting time of the call queued in the priority order unit 6 exceeds the time preset in the memory unit 1 for 3 minutes as measured by the measurement unit 8 (step l), a new priority is given to the call. Even if, for example, an outside line call is queued in the priority section 7 (steps 3 and 4), the control section 9 changes the incoming priority of the call in the priority section 6 that has exceeded the set waiting time to the queuing section. 5 (step 5), and the call queued at the beginning is received at the relay stand (step 7).

〔Effect of the invention〕

As explained above, in the incoming call arrival method of the present invention, the priority of incoming calls to the attendant is determined based on the priority set depending on the type of call, and even calls with low priority are waited for after a certain period of time. For example, even if there is a call with a high priority, the call with the low priority is placed first in the incoming priority order. Therefore, it is possible to solve the problem that calls with a low priority are not easily received at the relay stand.

[Brief explanation of drawings]

FIG. 1 is a flowchart 1 related to the relay stand reception method of the present invention.
- FIG. 2 is a block diagram of a device applied to an embodiment of the present invention. ]... Memory section, 2... Relay board, 3... Extension connection section, 4... External line connection section, 5... Queuing section, 6
...Priority ■ Department, 7...Priority ■ Department, 8...
Measuring unit, 9... Control unit, 10... Switching machine, 11...
・Extension telephone, 12...office line, 13...relay board connection section. Figure l

Claims (1)

[Claims] Based on the priority set in advance according to the type of call,
In the relay termination method that determines the priority order of each call to the relay console, there is provided a means for measuring the waiting time of each call for which the priority order of reception has been determined, and the measured waiting time is set in advance. and means for setting the priority order of the call that has reached the preset time to the top regardless of the priority order when the predetermined time has been reached.