JPH11298607A - Operation content monitoring method for each relay console and private branch exchange - Google Patents

Abstract

(57) [Summary] [Problem] To display a series of key operation contents by a handler at each attendant console as visible information in the vicinity of the attendant console upon request from the attendant console. Each time an operation key is operated on each of the intermediary consoles 102, key operation information indicating that the operation keys have been operated is collected and stored in a storage unit 109 corresponding to the intermediary console. The monitoring request is sent from the relay console 113 to the control unit 110.
In this case, the key operation information collected and stored in correspondence with the designated relay console is selected as the monitored operation content, and is visible on the display device 112 installed near the supervision relay console 113. Information is displayed in real time in chronological order as information.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a system in which a key operation by a handler at each console is displayed as visible information on a supervisory console so that the permission of the key operation is monitored by the supervisor at any time. More particularly, the present invention relates to a private branch exchange in which such an operation content monitoring method is economically feasible.

[0002]

2. Description of the Related Art Taking an example of a private branch exchange for a specific use, for example, an advanced private branch exchange for a hotel, various information (lodger, customer, reservation, cancellation information, etc.) is being managed on the private branch exchange. In order to achieve higher level of intelligence, close cooperation with external devices (customer information management server, customer information display terminal, etc.) and host computer etc.
The reality is that higher functionality is being achieved. Along with this, one or more relay stations accommodated in the private branch exchange have
In addition to the basic exchange connection functions such as the exchange connection between extension subscribers and the exchange connection between extension subscribers and external general subscribers, at present, functions such as correspondence to various complicated services are gradually demanded. . Specifically, for example, responding to an incoming call from an outside line, searching the guest information to find out the destination of the guest, inputting external notes on the guest information screen from the keyboard, voice mail For services such as recording to, and for incoming calls from extensions,
In addition to these services, special services such as wake-up call registration are performed under the intervention of the attendant.

[0003] As can be understood from the above circumstances, various operation keys (dial keys, various response keys, customer information retrieval keys, fee information keys, etc.) are provided on the console in order to cope with various complicated services. In addition, these operation keys need to be operated by the operator (operator) smoothly, accurately, and in a predetermined order according to the service type. However, as the service contents become more complicated, It is not easy to perform key operations smoothly, accurately, and in a predetermined order even with a rich user.
Mistakes in key operations are not merely a hindrance to improving services, they can significantly impair the customer's impression of the hotel, and in various hotel public relations business,
It is one of the most worrisome. Under such circumstances, it is a fact that in each of the hotels, the education of handlers is even more important.

In the case of Japanese Patent Application Laid-Open No. 56-168466, in order to monitor the operator's work and to provide the operator's education,
A supervising attendant designates a relay console as a monitoring target by an operation of a supervisor, and only the voice of the call at the attendant console is made audible at the supervisory attendant console.

[0005]

However, as described in the above-mentioned publication, in order to monitor the operator's work and to provide the operator's education, only the voice of the call at the time of the exchange connection is made audible at the supervision console. In this case, the key operation is smoothly performed by each operator with operation keys corresponding to various services,
In fact, it is no longer easy for supervisors to judge whether or not this is done correctly. In addition to such inconveniences, depending on the service type, there may be cases where complicated key operations are performed by the operator without accompanying the call voice. It took a lot of time to find out.

A first object of the present invention is to monitor the operation contents at each relay console where a series of key operation contents by a handler at each relay console can be easily known as visible information in real time at a supervising relay console. There is a way to provide. A second object of the present invention is to provide a method in which a series of key operations performed by an operator at each attendant console are heard in real time and easily at a supervised attendant console while a call voice at the attendant console is also heard. And a method of monitoring the operation content at each of the relay consoles, which may be known as a relay console. A third object of the present invention is to provide a supervising relay console that allows a series of key operation contents by a handler at each relay console to be easily and later known as visible information at any time as needed. To provide a monitoring method. A fourth object of the present invention is that not only a series of key operation contents by a handler at each of the attendant consoles is performed in real time at the supervisory attendant console,
It is an object of the present invention to provide a private branch exchange which can be easily known as visible information later, if necessary.

[0007]

A first object of the present invention is to provide a key operation information indicating that any one of the operation keys has been operated by the operator at each of the relay stations. When the key operation time information is collected and stored with the attendant console identification information and the communication partner identification information in a state where the key operation time information is added to the attendant console, a monitoring request is issued from the supervising attendant console along with the monitored attendant console identification information. In this case, the key operation information collected and stored for the attendant console specified by the monitored attendant console identification information accompanies the callee identification information and the key operation time information, and is subsequently selected as the monitored operation content. In addition, it is achieved by real-time display in chronological order as visible information near the supervision console. The second object is that, while a voice signal between a handler at each attendant console and an extension subscriber or a general subscriber is collected corresponding to the attendant console, any one of the attendants at each attendant console can be used by the attendant. Each time the operation key is operated, the key operation information indicating that the operation key has been operated is accompanied by the relay console identification information and the caller identification information, and the key operation time information is added to the relay console in a state where the key operation time information is added. In the state where the relay station is collected and stored, if a monitoring request is issued from the supervising relay station with the monitored relay station identification information, the key collected and stored corresponding to the relay station specified by the monitored relay station identification information is stored. The operation information is accompanied by the other party's identification information and key operation time information. After that, it is selected as the monitored operation content and displayed in real time in chronological order as visible information near the supervising relay console, while collecting for the same relay console. Sa And calling voice signal is On selected as a monitored call audio signal is achieved by regenerating displayed as sound director attendant vicinity.

A third object of the present invention is that whenever any one of the operation keys is operated by the operator at each of the consoles, key operation information indicating that the operation keys have been operated is transmitted to the console identification information and the call. In the state where key operation time information is added and stored in correspondence with the attendant console along with the partner identification information, a monitoring request was issued from the supervising attendant console along with the monitored attendant console identification information and the designated time zone information. In the case, of the key operation information collected and stored for the relay console specified by the monitored relay console identification information, the key within the time zone specified by the specified time zone information and the key operation time information is used. Each piece of operation information is accompanied by the other party's identification information and key operation time information, and is sequentially and selectively read out as the monitored operation contents, and is displayed in chronological order as visible information near the supervision console. It is.

The fourth object is to collectively control the exchange connection by the communication path switch on the premise that one or more relay consoles and the supervisory relay console are housed, The key operation information indicating that the operation key has been operated is collected and processed according to the attendant console along with the attendant console identification information and the communication partner identification information via the attendant console interface circuit, and a monitoring request from the supervising attendant console is received. A control unit that performs reception processing with the monitored relay console identification information and the designated time zone information via the interface circuit, and under the control of the control unit, key operation information and call partner identification information corresponding to the relay console from the control unit Are collected and stored in chronological order corresponding to the relay console as a state in which key operation time information is added,
A storage unit in which real-time or non-real-time key operation information specified by the monitored relay console identification information and the specified time zone information is sequentially read out along with the communication partner identification information and the key operation time information; Or a display control unit for controlling the display so that the non-real-time key operation information is visually displayed in chronological order along with the communication partner identification information and the key operation time information, and the display control unit is housed in the display control unit and near the supervision relay console In the installed state, at least a display device for visually displaying the real-time or non-real-time key operation information together with the communication partner identification information and the key operation time information is provided.

[0010]

DESCRIPTION OF THE PREFERRED EMBODIMENTS One embodiment of the present invention will be described below with reference to FIG.
This will be described with reference to FIG. First, a private branch exchange according to the present invention (hereinafter simply referred to as an exchange) will be described. FIG. 1 shows an example of the configuration. As shown in the figure, the exchange 101 itself has a control centered on a communication path switch 104 for actually performing an exchange connection, and a control for collectively controlling the entire operation of the exchange including the exchange connection operation by the communication path switch 104 around the communication path switch 104 The configuration is such that a unit 110 and a storage unit 109 for storing various exchange control programs, subscriber data, and the like are arranged. The telephone line switch 104 is connected to the extension telephone terminal 10.
7 via a subscriber interface circuit 105, and a general subscriber telephone terminal (not shown) accommodated on the public network 108 via a central office switch (not shown) and a central office trunk 106, Further, each of the supervising relay station 113 and one or more relay stations 102 is housed via the relay interface circuit 103. A display device 112 is also installed near the supervision relay board 113, and the display device 112 is housed in the control unit 110 via a display control circuit 111.

The supervising relay console 113 and the relay console 102 are each directly related to the present invention, and the key operation contents at each of the relay consoles 102 and the related information are supervised by the supervisory relay console 11.
3 is displayed as visible information on a display device 112 installed in the vicinity, and a call voice signal at each of the relay consoles 102 is also reproduced and displayed in real time as a voice near the supervisory relay console 113. is there. However, in the following description, in a state where the voice signals from each of the relay consoles 102 are collected by the control unit 110 corresponding to the relay console 102, the supervisory relay console 113 receives a monitoring request with the monitored relay console identification information. In this case, it is not described in detail that the desired call voice signal is switched and selected according to the monitored relay console identification information and is reproduced and displayed in real time near the supervisory relay console 113 as voice. ,
This is because its easiness in implementation is clear. In this example, the control unit 110 and the storage unit 109 as existing facilities are diverted from the viewpoint of economical implementation. This means that the key operation contents and the control unit 110 and the storage unit 109 as existing equipment can be changed without any modification.
This means that a dedicated control unit for processing only call voice and a dedicated storage unit for storing only key operation contents may be separately provided.

Here, first, the relay console 102 is exchange-connected to the extension telephone terminal 107 via the relay console interface circuit (A) 103 and the communication path switch 4, and is in a communication state with the extension telephone terminal 107. The operation when the control unit 110 receives a monitoring request from the supervisory relay console 113 to use the relay console 102 as the monitored relay console in the state will be described below.

That is, if the monitor designation key is operated at the supervising relay station 113 so that the relay station 102 is the monitored relay station,
This is detected as a monitoring request by the supervising console interface circuit, and as shown in FIG. 2, the control unit 110 receives a key operation automatically created by the supervising console interface circuit from the supervising console interface circuit. Signal 201
Is to be transferred. The key operation signal 20
The signal format in one example is as shown in FIG. As shown in the drawing, the supervisory relay console number (supervisory relay console identification information) 301, the operation key No. (Monitor designation key) 3
02 and a monitored relay station number (monitored relay server identification information) 303. Based on the key operation signal 201, the control unit 110 causes the supervision console 113
It is known from the above that there has been a monitoring request to monitor the relay console 102 specified by the monitored relay console number 303, and as shown in FIG. The monitored relay station number 303 is temporarily stored in the monitored relay station number storage area 501 provided beforehand. Unless the monitored relay station number 303 is updated, the relay station 102 specified by the monitored relay station number 303 is continuously being monitored.

On the other hand, in each of the relay consoles 102, any key operation is performed as needed, regardless of the key operation on the supervision relay console 113. When the operation is performed, as shown in FIG.
The key operation is performed by the relay interface circuit (A, B) 1
03, the key operation content is automatically created as a key operation signal 601. The key operation signal 601 is transferred to the control unit 110, and a signal format of the key operation signal 601 as an example is as shown in FIG. As shown in the figure, an operation console number (intermediate console identification information) 701, an operation K
ey No. 702 and a call partner extension number (call partner identification information) 703 are included. The control unit 110 controls the key operation signals 60
1 is received, key operation time information (year, month, day,
(hour, min, sec) are generated, and a series of processing flows shown in FIG. 8 are executed. Incidentally, depending on the service type, there is a case where the communication partner does not always exist. In such a case, the extension 703 of the communication partner is left blank or replaced with the service type identification code. ing.

The processing flow is as follows. First, in step S801, the operation console number 7
The storage unit 109 is accessed with 01 as an address. As shown in FIG. 9, an area 90 on the storage unit 109 having the operation relay console number 701 as an address.
In 1, an initial write head address corresponding to the relay console is held as being updatable (in this example, updateable by +9 addresses), and the currently held write head address is held as the head address and is used as a relay address. After key operation information is stored on the area in a predetermined order over nine addresses,
The write start address has been updated by +9 addresses. Specifically, the key operation information is the key operation time information (ear, month, day, hour, m
in, sec) for 6 addresses and Key
No. (Operation key No. 702), extension number (caller extension number 703), and operator name are each 1
This is stored as an address. By the way,
As shown in FIG. 10, the operator name can be easily obtained by accessing the relay console number-name conversion table using the operation relay console number 701 as an address.

As described above, if the key operation information is stored, the monitored relay station number 303 is read from the monitored relay station number storage area 501 shown in FIG. 5 in steps S802 and S803. Top, operation console number 70
1 is determined. If it is determined that they do not match, the process is terminated as it is, and the process waits for reception of the next key operation signal 601. If it is determined that they match, immediate display is performed in step S804. The key operation information stored immediately before is read, and the key operation information display request 602 is transferred from the control unit 110 to the display control circuit 111. FIG. 11 shows a signal format of an example of the key operation information display request 602. The key operation information display request 602 from the control unit 110 receives the display control circuit 111 as information to be displayed.
, The key operation information on the relay console specified by the monitoring request can be displayed in a time-series and visible on the display device 112 in real time as a list. FIG. 12 shows an example of a screen display at that time for reference. In addition, at this time, if a call voice signal at the relay console specified by the monitoring request is also heard near the supervision relay console 113, the key operation at the relay console can be monitored with a sense of realism. is there.

As described above, the key operation information of the relay console specified by the monitoring request is displayed in real time in a visual manner, but based on the key operation information stored corresponding to the relay console, the designated relay console is displayed. (Or operator) Key operation information within a specified time zone is displayed in a time series and visible as a list, and key operation information within a specified time zone can be displayed without specifying a relay console (or operator). It is also possible to visually display the information as a list in chronological order.

Here, without specifying the relay console,
A description will be given of a case where key operation information within a designated time zone is visually displayed in a time series as a list state. In this case, as shown in FIG. , The display request signal 1201 is transferred by command designation. FIG. 14 shows a signal format of an example of the display request signal 1201. The start time of the designated time zone is YEAR1, MONTH1, DAY1, HOUR1,.
The end time is YEAR as MIN1 and SEC1.
2, MONTH2, DAY2, HOUR2, MIN2,
SEC2, and the operator name is specified as unspecified. When the display request signal 1201 is present in the control unit 110, the processing flow shown in FIG. 15 is being executed. That is, when the display request signal 1201 is received, the control unit 1
In step S <b> 140, the key operation information including the key operation time information within the designated time zone is stored in the storage unit 1 in step S <b> 1401.
09 are all extracted from above, and sent as a key operation information display request 1202 to the display control circuit 111 in step S1402. FIG. 16 shows a specific example of the key operation information display request 1202. Also,
FIG. 17 shows an example of a screen display at that time for reference. Incidentally, if the voice signal of the call at the relay station is appropriately encoded and compressed and stored in a state associated with the time information for the relay station, for the specified relay station (or operator), When key operation information in a band is visually displayed as a list in a time series, it is possible to reproduce and display a call voice in a state synchronized with the visible display.

[0019]

As described above, according to the first aspect of the present invention, a series of key operation contents by the operator at each of the relay consoles can be relayed by the supervising relay console in real time and easily as visible information. In the case where the operation content monitoring method for each of the consoles is according to claim 2, a series of key operation contents by the operator at each of the attendant consoles is heard together with the voice of the call at the attendant console while the supervisory attendant consoles. According to a third aspect of the present invention, there is provided a method of monitoring operation contents at each relay console, which can be easily known as visible information in real time. A method of monitoring operation contents at each relay console that can be easily and easily known as visible information can be obtained as needed, and in the case of claim 4, a series of key operations by a handler at each relay console. Description is not only in real time supervision attendant, at any time when necessary after, are readily become a private branch exchange that may know as visible information is obtained.

[Brief description of the drawings]

FIG. 1 is a diagram showing a configuration of an example of a private branch exchange according to the present invention.

FIG. 2 is a diagram illustrating a case in which a key operation signal is transferred as a monitoring request from a supervisory relay interface circuit to a control unit when a monitor designation key operation is performed with the relay console as a monitored relay station at the supervisory relay console. Diagram showing the sequence

FIG. 3 is a diagram showing a signal format as an example of the key operation signal;

FIG. 4 is a diagram illustrating a process when a key operation signal from a supervising console is received by a control unit;

FIG. 5 is a diagram illustrating that a monitored relay station number is stored in a monitored relay station number storage area provided in advance on a storage unit and a monitoring target is specified by the processing; Figure for

FIG. 6 is a diagram showing a sequence until a key operation is performed on a visual display control every time a key operation is performed on each of the relay consoles, assuming that a monitoring request is issued to the control unit;

FIG. 7 is a diagram illustrating a signal format of an example of a key operation signal transferred to a control unit each time a key operation is performed on each of the relay stations.

FIG. 8 is a diagram illustrating a processing flow executed by a control unit each time a key operation signal is received from each of the relay consoles;

FIG. 9 is a diagram for explaining that a key operation signal from each relay console is stored in a chain shape on an area corresponding to the relay console;

FIG. 10 is a diagram showing an attendant console number-name conversion table;

FIG. 11 is a diagram illustrating a signal format of an example of a key operation information display request signal to a display control circuit;

FIG. 12 is a diagram illustrating an example of a screen display when key operation information about a designated relay console is visually displayed as a list in a time-series manner;

FIG. 13 is a diagram showing an example in which a relay console is not specified.
When displaying key operation information within a specified time zone as a list in a chronological order, the display request signal is transferred from the supervising console to the control unit, and the key operation information is displayed until it is visually displayed. Diagram showing sequence

FIG. 14 is a diagram illustrating a signal format of an example of the display request signal;

FIG. 15 is a diagram illustrating a flow of a process performed by a control unit when a display request signal is received from a supervising attendant console;

FIG. 16 is a diagram illustrating a specific example of a key operation information display request to a display control circuit;

FIG. 17 is a diagram showing a screen display example at that time for reference.

[Explanation of symbols]

101 private branch exchange, 102 relay console, 103 relay console interface circuit, 104 communication path switch, 105
... subscriber interface circuit, 106 ... office line trunk,
107: extension telephone terminal, 108: public network, 109: storage unit, 110: control unit, 111: display control circuit,
112 ... Display device, 113 ... Director's console

Claims (4)

[Claims] 1. A private branch exchange in which at least one extension terminal is accommodated in a private branch exchange so as to perform various services including exchange connection with an extension terminal other than an extension terminal or a general subscriber terminal accommodated on a public network. The contents of the key operation by the operator at each of the relay consoles provided with various operation keys are monitored at least as visible information by the supervisor at the supervisory relay console accommodated in the same private branch exchange. The operation content monitoring method for each of the relay consoles described above, wherein each time any one of the operation keys is operated by the operator at each of the relay consoles, key operation information indicating that the operation key has been operated is relayed. The key operation time information is collected and stored in a state where the key operation time information is added to the relay console along with the terminal identification information and the callee identification information. If there is a request, the key operation information collected and stored for the attendant console specified by the monitored attendant console identification information accompanies the callee identification information and the key operation time information. And a method of monitoring operation contents at each of the attendant consoles, which is displayed in real time in chronological order as visible information near the supervisory attendant console. 2. A private branch exchange having at least one extension terminal accommodated in a private branch exchange so as to perform various services including exchange connection with an extension terminal other than an extension terminal or a general subscriber terminal accommodated on a public network. The key operation contents of the operator at each of the relay consoles provided with various operation keys are monitored as visible information by the supervisor at the supervisory relay console accommodated in the same private branch exchange. A method of monitoring operation contents at each of the attendant consoles, wherein a call voice signal between a handler at each attendant console and an extension subscriber or a general subscriber is collected corresponding to the attendant console, and Each time any operation key is operated by the operator at any time,
Key operation information indicating that the operation key has been operated is associated with the attendant console with attendant console identification information and call partner identification information,
In a state where the key operation time information is collected and stored as a state where the key operation time information is added, when a monitoring request is issued from the supervising relay station along with the monitored relay station identification information, the monitoring relay station specified by the monitored relay station identification information. The key operation information collected and stored for the attendant console is associated with the other party's identification information and key operation time information. Thereafter, it is selected as the monitored operation content and is displayed in real time in chronological order as visible information near the supervising attendant console. On the other hand, the call voice signal collected for the same attendant console is selected as a monitored call voice signal, and the operation content at each attendant console is reproduced and displayed as a voice near the supervising attendant console. Method. 3. One or more private terminals accommodated in the private branch exchange so as to perform various services including exchange connection with an extension terminal accommodated in the private branch exchange or other general subscriber terminals accommodated on the public network. The key operation contents of the operator at each of the relay consoles provided with various operation keys are monitored at least as visible information by the supervisor at the supervisory relay console accommodated in the same private branch exchange. The operation content monitoring method for each of the relay consoles described above, wherein each time any one of the operation keys is operated by the operator at each of the relay consoles, key operation information indicating that the operation key has been operated is relayed. When the key operation time information is collected and stored with the key operation time information added to the console along with the console identification information and the callee identification information, the supervised relay console identifies and specifies the monitored relay console. When there is a monitoring request accompanied by time zone information, the key operation information collected and stored for the relay console specified by the monitored relay console identification information includes the specified time zone information and key operation time information. Each key operation information within the time zone specified by the user, along with the other party's identification information and key operation time information, is sequentially and selectively read out as the monitored operation content, and is sometimes displayed as visible information near the supervision relay console. A method of monitoring operation contents at each relay console that is displayed in series. 4. The communication system according to claim 1, further comprising:
By the key operation by the operator at each of the relay consoles provided with the various operation keys, which are accommodated as described above, the extension terminal other than the extension terminal accommodated via the subscriber circuit,
Or, when various services including exchange connection via a speech path switch to a general subscriber terminal on a public network accommodated via a line trunk are performed, key operation by a handler at each of the attendant consoles. The contents are supervised by the supervisor at the supervisory console that is accommodated via the console interface circuit,
A private branch exchange that is monitored at least as visible information, and controls switching connection with a call path switch at a time and transmits key operation information from each of the relay consoles indicating that an operation key has been operated. Through the interface circuit, the relay station identification information and the communication partner identification information are collected and processed in accordance with the relay station, while the monitoring request from the supervisory relay station is monitored via the relay station interface circuit, and the monitored relay station identification information and the designated time zone are processed. A control unit for receiving and processing with the information, and under the control of the control unit, the key operation information and the communication partner identification information of the relay console from the control unit correspond to the relay console in a state where the key operation time information is added. Real-time or non-real-time key specified by the monitored relay console identification information and the specified time zone information. A storage unit in which the operation information is sequentially read out with the caller identification information and the key operation time information; and a real-time or non-real-time key operation information read out from the storage unit is chronologically displayed with the caller identification information and the key operation time information. A display control unit for performing display control so as to be visually displayed, and a real-time or non-real-time key operation information which is accommodated in the display control unit and installed near the supervising attendant console. A private branch exchange configured to include at least a display device that performs a visual display with time information.