JPH0226452A - Automatic control system for mean waiting time - Google Patents

Abstract

PURPOSE:To always attain a smooth and efficient system operation without hands by controlling automatically the mean waiting time of receiving board groups by a periodic program in a control information system and constructing an optimum system structure. CONSTITUTION:In a control information system 90, when the mean waiting time of one receiving board group is larger than the limiting value of the mean waiting time as the system, a periodic program (automatic mean waiting time control program) to check at fixed periods the mean waiting time of the receiving board groups set in a receiving board groups mean waiting time control memory 130 is operated by moving a receiving board from another receiving board group. The system automatically makes an optimum system structure change periodically like this. Thus, the optimum system operation can be always attained without hands.

Description

DETAILED DESCRIPTION OF THE INVENTION [Field of Industrial Application] The present invention relates to an automatic control method for average waiting time in a management information system that manages statistical information of a private automatic branch exchange having an automatic incoming call distribution function.

[Conventional technology]

Conventionally, system supervisors performed complex traffic calculations based on various statistical information on reception desk groups output by the management information system of private automatic branch exchanges with an automatic incoming call distribution function, in order to keep the average waiting time within a limit value. The system was designed to operate optimally by calculating the optimal number of machines to accept, and by changing the system configuration from the management information system terminal.

[Problem to be solved by the invention]

The above-mentioned conventional management information system performs complicated traffic calculations based on various data provided by the management information system, so there is a problem that only experts can perform the work. In addition, in the past, all work was done manually from calculating the optimal number of reception machines to changing the system configuration by operating commands from a terminal, which took time and resulted in a large number of reception desks at the time the system configuration change was completed. There is a possibility that the traffic conditions (initiated call volume, average holding time, etc.) have changed compared to when the calculation of the optimal number of reception machines started, and the system operation will not necessarily be optimal at that time.

Therefore, the purpose of the present invention is to automatically determine the optimal number of reception desks in a group of reception desks in order to keep the average waiting time within a limit value, and also to automatically perform system configuration change processing for this purpose, thereby eliminating the need for human intervention. An object of the present invention is to provide an automatic control method for average waiting time, which can always achieve optimal system operation without causing problems.

[Means to solve the problem]

The automatic average waiting time control method of the present invention includes a management information system that manages statistical information of a private automatic branch exchange having a function of automatically distributing incoming calls to a group of reception desks, the call volume of the reception desk group, and the number of calls received by the reception desk group. means for storing an average holding time of an incoming call for a group of machines, the number of reception machines belonging to the group of reception machines, and an average waiting time calculated from these values by traffic calculation;
and means for periodically checking whether the average waiting time is within a preset limit value, and when the average waiting time exceeds the limit value, the reception desk is moved from another reception desk group. The configuration is such that it can be operated with

〔Example〕

Next, the present invention will be explained with reference to the drawings.

The statistical data collection process of the management information system 90 will be explained with reference to FIG. 1 showing the configuration of an embodiment of the present invention. A call arriving at the central office line group 40 is detected by the central office line trunk 41, 42, and the call is sent to the central processing unit (CPU) 60.
sent to. The CPU 60 is a main memory device (MEM) 70
While referring to the information in , connect the line circuit 20.2 to the reception desk 11.12 in the reception desk group 10 corresponding to the station line group 40.
1 to distribute the call. This call is answered by the reception console 11, 12, and the call is started via the time division switch 30 and then resumed. In each of the above steps, ie, incoming call distribution and response recovery, the CPU 60 edits the call event message and sends it to the management information system (MIS) 90 via the input/output controller (IOC) 80. M.I.
After receiving this data, S90 analyzes and edits it, and stores it in its own memory. Thereafter, a program running at regular intervals transfers these data to the magnetic disk device 100.
accumulate within.

Among the above processes, the number of calls (a), the average holding time (h), the number of reception machines (n>) that were performing reception processing in the reception console group 10 during that time period, and The average hourly time (w) determined by traffic calculation including the Erlang C formula based on the value of MIS
It is set in the reception table group average waiting time control memory 130 in the reception table 90. Details of this memory are shown in FIG. Also,
From the external console 110, the average waiting time limit (w) for the reception desk group in the system is set in advance in the average waiting time limit setting memory 140 in the MIS 90.Now, the average waiting time limit for the reception desk group is set at regular intervals. Time control memory 13
The average waiting time for each reception desk group (W
The periodic program (average waiting time automatic control program) 120 that checks ) checks if the average waiting time (W) of a certain group of reception desks is larger than the limit value (wt) of the average waiting time as a system, that is, w. ) w 7
In the case of , there is also a reception desk group (A) with w ) w.
Move to. The value of X at this time is W for both A and B lol↑
The minimum number such that If there are other similar reception desk groups, the above-described process is repeated. At this time, if the number of reception machines in the entire system is insufficient, of course, the number of reception machines in the whole system is insufficient (
It is impossible to configure the settings so that the W The program is output on the screen. In this way, the system automatically periodically changes the optimal system configuration. A schematic flow of the periodic program 120 is shown in FIG.

〔Effect of the invention〕

As explained above, according to the present invention, the periodic program within the management information system automatically controls the average waiting time of each reception desk group and constructs an optimal system configuration, without any human intervention. This allows for smooth and efficient system operation at all times.

Value setting memory.

[Brief explanation of the drawing]

Fig. 1 is a block diagram showing an embodiment of the present invention, Fig. 2 is a block diagram showing details of the reception desk group average waiting time control memory, and Fig. 3 is a flowchart showing the processing of the average waiting time automatic control program. be.

Claims (1)

[Claims] A management information system that manages statistical information of a private automatic branch exchange having a function of automatically distributing incoming calls to a group of reception desks includes information such as the call volume of the reception desk group, the average holding time of incoming calls of the reception desk group, and the above. means for storing the number of reception machines belonging to a reception machine group and an average waiting time determined by traffic calculation from these values; and means for periodically checking whether the average waiting time is within a preset limit value. An automatic control system for average waiting time, characterized in that when the average waiting time exceeds the limit value, the reception desk is moved from another reception desk group.