JPH09200347A - PBX-Computer interlocking system - Google Patents

Abstract

(57) [Abstract] [PROBLEMS] In a PBX-computer linked system,
Allows the operator to know the current state of the call connection partner in advance when performing a call connection operation for the purpose of communication with the other party, and avoids the connection operation to the other party who cannot support the call connection. To do. SOLUTION: A status management unit 32 manages the current status information of the operator, which is changed by the operator's status input or linked with the call connection processing notified by the call status notification unit 21, and stores this status information. The output is displayed on the status display unit 24 via the status acquisition unit 22. When the operator performs a call connection operation, the call processing request unit 23
Obtains the current state of the call connection partner from the state acquisition unit 22, and if the call connection is possible, the call connection is made to the PBX1 via the call connection processing unit 41. To do.

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a call processing request of an operator inputted to a terminal computer connected to a LAN for call connection operation of a telephone, and is connected to a PBX through a dedicated interface and to the LAN. The present invention relates to a PBX-computer interlocking system that performs call connection processing by a connected call connection control computer, and in particular, when operating the call connection processing using this system, a plurality of operators who change in conjunction with the operation processing of the telephone set. Operation status by displaying the current work statuses of all the other operators on the operator's terminal computer, so that the operator can know in advance the status of any call connection partner to be connected. PB that smoothly realizes the call connection operation intended by the user
The present invention relates to an X-computer linked system.

[0002]

2. Description of the Related Art In a conventional PBX-computer interlocking system, an operator operates a PB via a terminal computer.
When the call control function of the X-computer interlocking system is used to perform call connection processing, when the other party who is the target of the call is already working, away from the desk, or in a call, the call reception Even if it is impossible, there is no means to acquire the information of the current state of the other party who wants to talk through the terminal computer operated by the operator, and the connection process is performed to the telephone of the other party who wants to talk. After that, it was necessary to judge the current state of the other party from the call result.

[0003]

Therefore, when the result of the call is "the other party cannot answer", the operator repeats the call connection operation after a certain time, and the call connection processing is completed. There was a problem of being late.

The present invention enables an operator to know in advance the current state of a call connection partner when performing a call connection operation for the purpose of a call with an arbitrary partner, and to the other party who cannot support the call connection. The purpose is to avoid connection operation.

[0005]

In order to solve the above-mentioned problems, the present invention relates to a PBX having a call control function by a computer and a PBX connected by a dedicated interface.
And a call connection control computer connected to the LAN, and P
A plurality of telephones connected to the BX, a state management computer connected to the LAN, and L arranged corresponding to the telephones
In a PBX-computer interlocking system composed of a plurality of terminal computers connected to an AN, a PBX
-When the terminal computer issues a call processing request for a call by the call connection control function of the computer-linked system, the terminal computer notifies the state management computer of the instruction information from the operator and the work state via the LAN. A status notification unit, a status acquisition unit that receives information on the work statuses of other operators from the status management computer via the LAN, and a status that displays the status information of all operators received by the status acquisition unit from the status management computer. In response to the call processing request made by the display unit and the terminal computer by the operator, P
A call display unit for displaying the call processing result of the call connection control processed by the BX-computer interlocking system and the incoming call of the telephone, and the call connection control computer receiving the call connection request from the operator.
The call connection control computer has a call processing requesting unit for requesting call processing via the AN, and the call connection control computer is connected to the LAN from the terminal computer.
Has a call connection processing unit that receives a call processing request via the PBX and performs a PBX call connection, and the state management computer includes the operation information to the terminal computer of the operator notified from the terminal computer via the LAN and the operator. In addition to receiving the status information of the operator that changes in relation to the operation of (1) and registering it in the database, the terminal computer also has a status management unit for reporting the information registered in the database.

The operation of the present invention is as follows. PB
In an X-computer linked system, when an operator performs a call connection process for the purpose of making a call with an arbitrary party, the current state of all the other operators is displayed on a terminal computer operated by the operator to make a call. It is possible to confirm in advance that the intended party is not in a state where the call reception is impossible before the operator performs the call connection operation.

Therefore, it is not necessary to connect to the telephone of the other party for the purpose of the call by the conventional call connection operation, check the state of the other party in the call and judge the other party's state, and the call connection processing can be performed quickly. It will be possible.

[0008]

BEST MODE FOR CARRYING OUT THE INVENTION An embodiment of the present invention will be described below with reference to the drawings. FIG. 1 is a diagram showing a configuration example of a system for realizing the present invention.

In FIG. 1, 1 is a PBX having a call connection control function by a computer, 11 is a telephone whose call connection is controlled by a PBX 1, 2 is a terminal computer which is arranged in correspondence with the telephone 11 and is connected to a LAN. , 21
Is a status notification unit that notifies the status management computer 3 of the input information from the operator and the work status via the LAN, and 22 is a status acquisition unit that receives status information of the plurality of terminal computers 2 from the status management computer 3 via the LAN. , 23, in response to a call connection request from the operator, call connection control computer 4
, A call processing requesting unit for requesting call processing via a LAN, 24
Is a status display section for displaying the status information of the operator acquired from the status management computer 3, and 25 is a result of the call connection performed by the PBX 1 and the telephone 11 of the call connection operation performed by the operator via the terminal computer 2. A call display unit for displaying an incoming call, 3 is a state management computer for managing the state information notified from the terminal computer 2, and 31 is registering the operation information of the operator and the work state input from the terminal computer 2 via the LAN. A database, 32 is a status management unit for registering the operation information and work status of the operator inputted from the terminal computer 2 via the LAN in the database 31, and reporting the database information to each terminal computer 2, 4 is a P
Connected to BX1 with a dedicated interface, and LA
A call connection control computer connected to N, 41 receives a call connection operation requested by the operator from the terminal computer 2 via the LAN, and performs a call connection of the PBX 1; It is a LAN (local area network) that connects the state management computer 3 and the call connection control computer 4.

Next, the operation of the present invention will be described. FIG.
And FIG. 3 is a diagram showing an operation for an operation of the operator via the terminal computer 2.

FIG. 2 shows a flowchart of the processing operation of the present system when the operator performs a "state input operation" via the terminal computer 2. In FIG. 2, the operator operates the terminal computer 2, and the current state of the operator himself is “acceptable” or “impossible” with respect to the call connection from another operator.
Is input as status information (process 20
1), the state notification unit 21 notifies the state management computer 3 of the state information input by the operator (process 202).

In response to this notification, the state management computer 3 registers the information notified from the terminal computer 2 in the database 31 via the state management unit 32 (process 20).
3) The operator's status information is notified to the status acquisition unit 22 of the terminal computer 2 (process 204).

Subsequently, the status acquisition unit 22 notifies the status display unit 24 of the information received from the status management computer 3,
The status display unit 24 displays the status of the operator notified to the terminal computer 2 (process 205).

FIG. 3 shows a flow chart of the processing operation of the present system when the operator performs the "outgoing call connection operation" via the terminal computer 2. In FIG.
When the operator performs a call connection operation on the terminal computer 2 (process 301), the call processing request unit 23 of the terminal computer 2 acquires the status information of the connection partner from the status acquisition unit 22 (process 302), It is determined whether or not the current state is capable of the call connection process requested by the operator (process 303).

If the call connection processing is impossible, the call display unit 25
“Improper” is displayed on the terminal computer 2 via the, and the operator is notified of the erroneous operation (process 304). If the connection is possible, the call processing request unit 23 notifies the call connection control computer 4 of the call connection processing requested by the operator (step 305).

In the call connection control computer 4, the call connection processing unit 41 receives the notification of the call connection processing from the terminal computer 2 and performs the call connection processing for the PBX 1, and the call connection processing result of the PBX 1 is sent to the terminal computer 2. Notify (process 306).

The call processing request section 23 of the terminal computer 2 receives the call connection result, judges the call connection processing result notified from the call connection control computer 4 (step 307), and if there is an abnormality, the call display section “Abnormality of call connection processing” is output and displayed on the terminal computer 2 via 25 and reported to the operator (step 308).

If the call connection processing result notified from the call connection control computer 4 is normal, the fact that the call connection processing has been performed is displayed on the terminal computer 2 via the call display unit 25 (step 309), and the call is displayed. It is “impossible for the process requesting unit 23 to respond to other call connection processes by the state notifying unit 21 of the state of the operator who operates the terminal computer 2 and the state of the partner operator who aims to make a call. Then, the status notification unit 21 notifies the status management computer 3 of the information received from the call processing request unit 23 (FIG. 2: processing 202).

The status management computer 3 uses the information notified from the terminal computer 2 to enter a database 31 via the status management unit 32 into the database 31 so that the operator and the partner operator whose operator has the purpose of making a call can connect to another call. It is registered that the answer is "impossible" (process 203), and the terminal computer 2
The information is notified to (step 204).

In the terminal computer 2, the status acquisition unit 22 receives the notification from the status management computer 3, and the status display unit 24 is used to connect the operator and the operator with whom the operator intends to talk to another call. On the other hand, the fact that the answer is "impossible" is output and displayed (process 205).

Then, when the "operator performs an incoming call response operation", the terminal computer 2 of the called operator
Upon receiving a notification from the state management computer 3 that "the operator cannot accept other call connections", the state acquisition unit 22 outputs and displays the state via the state display unit 24 and the call display unit 25 of the terminal computer 2, The operator of the terminal computer 2 knows the incoming call of the telephone 11 corresponding to the terminal computer 2 from the output display of the terminal computer 2, and performs the call connection operation of the incoming call response by the processing operation shown in FIG.

From the above processing operations, as an output display of the status display unit 24 of the terminal computer 2, the status intended by the operator with respect to other operators or the status of the operator changing in association with the call connection operation is displayed. Is displayed.

For example, when the operator performs a call connection operation to an arbitrary operator and normally performs the call connection processing, the telephone that responds to the operator who operates the terminal computer corresponding to the telephone that originated the call. It is displayed on each terminal computer that the operator who operates the terminal computer corresponding to is in a state of being incapable of coping with other call connection processing.

[0024]

[Embodiment] Next, in the present invention, a concrete example in which an operator performs a call connection operation will be described. In this example, the classification of operator states is defined as follows. The state where the operator cannot answer the call due to work is "working", the state where the operator is away from the terminal computer operated is "away", and the operator has a break during business hours Corresponds to the terminal computer operated by the operator: "resting", "waiting" when the operator is waiting for an incoming call, "waiting" when the operator is talking through the telephone The state in which the telephone is receiving an incoming call is referred to as “incoming call”.

When the operator A, the operator B, and the operator C are performing the call connection operation, and the operator A performs the "state input operation" with the self-state as "standby". 2 and 3, when the operator A inputs to the terminal computer 2 that his / her own state is "standby" (process 201), the state notification unit 21 causes the state management unit 32 to perform "operation". Person A notifies that it is "on standby" (Process 20)
2). The status management unit 32 registers the notification received from the status notification unit 21 in the database 31 (process 203), and notifies each terminal computer 2 that "the operator A is on standby" (process 204).

In each terminal computer 2, the status display unit 2 displays the status received by the status acquisition unit 22 from the status management unit 32.
4 is notified, and the status display unit 24 displays the received status (process 205).

At this time, if the other operators (operators B and C) perform the "operator's own state input" operation, the operator B is "working" and the operator C is "standby". , Fig. 4
The display as shown in FIG.
Is displayed on the screen.

Subsequently, when the operator A performs a "call connection operation" on the operator C, the operator A indicates that the state of the operator C who is the other party of the call displayed on the state display section 24 is "Waiting"
Then, the call connection operation is performed on the terminal computer 2 (process 301). Upon receiving the call connection request from the operator A, the call processing request unit 23 of the terminal computer 2 sends the status information of the connection partner (operator C) from the status acquisition unit 22 before notifying the call connection processing unit 41 of the call connection. Get (Process 3
02). When the connection partner is in a state where the call connection process is not possible, “impossible” is displayed on the operating terminal computer 2 (process 304), but since the connection partner (operator C) is “waiting”, The call processing request unit 23 determines that the call connection processing is “enabled” (processing 303), and the call connection processing unit 4
No. 1 is notified of the call connection, and the call connection processing unit 41 performs the call connection process requested by the operator A for the PBX 1 (process 305).

The call connection processing result of the PBX 1 is notified from the call connection processing unit 41 to the call processing request unit 23. When the call connection processing result is abnormal, the operator A operates the call display unit 25. The "abnormal call connection process" is displayed on the terminal computer 2 (step 308). If the result of the call connection process is normal, “Complete (normal end) of the call connection process” is displayed on the terminal computer 2 operated by the operator A via the call display unit 25 (process 309), and the call process request is issued. Part 23 is
The status management unit 32 is notified to the status management unit 32 via the status notification unit 21 that the operator A who operates the terminal computer 2 is in a "call" and the status of the operator C of the terminal computer 2 corresponding to the telephone 11 of the connection partner. The fact that the call is being received is notified (process 310). The status management unit 32 registers the information notified from the status notification unit 21 in the database 31 and reports the notified status information to each terminal computer 2 (FIG. 2: processing 202 to processing 205).

The display of the status display section 24 of each terminal computer 2 after the above processing is performed is a display example shown in FIG. 4 (B), and when the operator B makes a call connection to another operator, From the status display output of the computer 2, it is possible to know that neither the operator A nor the operator C can make a call connection.

Subsequently, when the operator C performs the "call-in response operation", the terminal computer 2 of the operator C who has received the call.
Then, receiving the information notified from the state management unit 32 to the state acquisition unit 22, the states of the plural terminal computers 2 are displayed via the state display unit 24, and the telephone corresponding to the terminal computer 2 is displayed via the call display unit 25. Indicates that it is "incoming call", and the operator C of the terminal computer 2 knows the incoming call of the telephone 11 corresponding to the own terminal computer 2 from the output of the status display unit 24 or the output of the call display unit 25. The call connection operation for the incoming call is performed, and the call connection processing for the incoming call response is performed by the processing shown in FIG. 3. After the processing shown in FIG. 2, the display shown in FIG. 4 (C) is output displayed on each terminal computer 2. To be done.

FIG. 4D shows an example of a display output and displayed on each terminal computer 2 after the operator A and the operator C have finished talking and operated via the terminal computer 2. Is.

[0033]

According to the present invention, in the PBX-computer interlocking system, when the operator performs a call connection operation for the purpose of making a call with any other party, the current state of the other party is output and displayed on the terminal computer which operates. By enabling the operator to know the current state of the call connection partner in advance, the call connection operation to the partner who cannot handle the call connection in the current state can be avoided. Therefore, it is not necessary to check the status of the other party by calling, and it is possible to quickly perform a call connection operation.

[Brief description of drawings]

FIG. 1 is a diagram showing a configuration example of a system that realizes the present invention.

FIG. 2 is an operation flowchart for a status input operation of the present system.

FIG. 3 is an operation flowchart for a call connection operation of this system.

FIG. 4 is a diagram showing an example of operator status display by a status display unit of a terminal computer.

[Explanation of symbols]

 1 PBX 11 Telephone 2 Terminal Computer 21 Status Notification Section 22 Status Acquisition Section 23 Call Processing Request Section 24 Status Display Section 25 Call Display Section 3 Status Management Computer 31 Database 32 Status Management Section 4 Call Connection Control Computer 41 Call Connection Processing Section 5 LAN

Claims (1)

[Claims] 1. A PBX having a call control function by a computer, and a PBX connected to the PBX by a dedicated interface,
And a call connection control computer connected to the LAN, and P
A plurality of telephones connected to the BX, a state management computer connected to the LAN, and a telephone corresponding to the telephones,
In a PBX-computer interlocking system composed of a plurality of terminal computers connected to a LAN, the terminal computer includes a status notification unit that notifies the status management computer of instruction information from the operator and a work status via the LAN. A status acquisition unit that receives information on the work statuses of other operators from the status management computer via the LAN, a status display unit that displays the status information of all the operators received by the status acquisition unit from the status management computer, and the operator In response to the call processing request made by the terminal computer, the call display unit for displaying the call processing result of the call connection control processed by the PBX-computer interlocking system and the incoming call of the telephone, and receiving the call connection request of the operator. A call processing requesting unit for requesting call processing to the call connection controlling computer via the LAN; The terminal management computer has a call connection processing unit that receives a call processing request from the end computer via the LAN and performs a PBX call connection. The state management computer sends the status management computer to the terminal computer of the operator notified from the terminal computer via the LAN. It is characterized in that it has a status management unit that receives operation information and operator status information that changes in relation to the operation of the operator, registers it in a database, and reports the information registered in the database to a terminal computer. P
BX-Computer interlocking system.