Switch, incoming call handling method, and incoming call handling program

Abstract

To provide a switchboard that suppresses a time and effort of an operator for responding to an incoming call in a pickup group.SOLUTION: In an extension system having a pickup function configured so that an incoming call to an extension can be responded by another extension belonging to a same pickup group, a switchboard for controlling the pickup function and calls of extensions includes: a notification unit which notifies a second extension of a caller ID in response to a request from the second extension for the caller ID of an incoming call when the second extension belonging to the same pickup group responds to the incoming call to a first extension; a control unit which executes a subsequent process in accordance with an instruction for the subsequent process for the incoming call issued from the second extension; and a determination unit which counts the number of instructions for each type of subsequent processes, and determines an automatic subsequent process corresponding to the incoming call in accordance with the count. If a predetermined condition is satisfied when an incoming call is received, the control unit executes the automatic subsequent process determined for the incoming call.SELECTED DRAWING: Figure 11

Description

Technical Field

[0001] The present invention relates to a switching device, an incoming call handling method, and an incoming call handling program.

Background Art

[0002] For example, an in-house telephone system may be installed in a company to control a telephone set (sub-phone) that can make calls both internally and externally using a switching device. The telephone sets may be grouped, for example, into groups called pickup groups for each floor or department in an office building.

[0003] For example, when there is an internal call to a certain telephone set but the person in charge of that telephone set is absent, the telephone sets in the same pickup group can respond to that call. Also, for example, when there is an external call to a pickup group (e.g., the same department), the telephone sets in the same pickup group can respond to that external call. The operator of the telephone set that responds to the call may converse and handle the call, or transfer it to another telephone set. Thereby, when at least one operator of the telephone sets in the pickup group is present, some response can be made to the calls within that pickup group.

[0004] Techniques related to in-house telephones are disclosed below.

Prior Art Documents

Patent Documents

[0005]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0006] However, for example, in order for an operator to identify the caller before responding, the operator has no choice but to check the caller ID displayed on the telephone during the call. If the seat where the telephone is installed is far away, the operator may have to go to the seat to check the telephone, which is time-consuming.

[0007] In addition, the operator may sometimes respond to the incoming call without looking at the calling number (caller ID). In this case, the operator may answer a call that does not require a response if the caller ID is known, or a call that should be transferred to an answering machine. In this case, the operator will waste time and effort making a call that does not require a response.

[0008] Therefore, one disclosure is to provide a switching device, an incoming call handling method, and an incoming call handling program that reduce the effort of an operator for incoming calls within a pickup group.

Means for Solving the Problem

[0009] A switching device that controls the pickup function and calls of the internal line telephone in an internal line system having a pickup function that other internal line telephones belonging to the same pickup group as the internal line telephone can handle incoming calls to the internal line telephone. When a second internal line telephone belonging to the same pickup group as the first internal line telephone responds to an incoming call to the first internal line telephone, and when requested to notify the caller ID of the incoming call from the second internal line telephone, a notification unit that notifies the caller ID to the second internal line telephone; a control unit that executes the subsequent process according to the instruction when instructed to perform a subsequent process for the incoming call from the second internal line telephone; and a determination unit that counts the number of times of the instruction for each type of the subsequent process and determines an automatic subsequent process corresponding to the incoming call according to the count. The control unit executes the determined automatic subsequent process for the incoming call when a predetermined condition is satisfied when the incoming call occurs.

Effect of the Invention

[0010] One disclosure can suppress the labor of an operator for an incoming call within a pickup group.

Brief Description of the Drawings

[0011]

Figure 1

Figure 2

Figure 3

Figure 4

Figure 5

Figure 6

Figure 7

Figure 8

Figure 9

Figure 10

Figure 11

Figure 12

Embodiments for Carrying Out the Invention

[0012] Embodiments for carrying out the invention will be described.

[0013] <Configuration Example of Extension Telephone System 10> FIG. 1 is a diagram showing a configuration example of an internal telephone system 10. The internal telephone system 10 includes internal telephones 100-1 to 5 (hereinafter sometimes referred to as internal telephone 100), a switch 200, and an external line 300. The internal telephone system 10 is a system corresponding to internal and external telephones installed, for example, in a building such as a corporate building or a tenant. The internal telephone system 10 corresponds to, for example, internal calls between internal telephones 100. Further, the internal telephone system 10 corresponds to an external call received from a telephone other than the internal telephone 100 or an external call made by the internal telephone 100.

[0014] Hereinafter, a call on an internal telephone may sometimes be referred to as an internal call. Also, an outgoing call on an internal telephone may sometimes be referred to as an internal outgoing call. Also, an incoming call on an internal telephone may sometimes be referred to as an internal incoming call. Also, a call on an external telephone may sometimes be referred to as an external call. Also, an outgoing call on an external telephone may sometimes be referred to as an external outgoing call. Also, an incoming call on an external telephone may sometimes be referred to as an external incoming call.

[0015] The internal telephone 100 is a telephone corresponding to external and internal telephones, and is, for example, a fixed telephone fixed to a seat. The internal telephone 100 is connected to the switch 200, for example, by wire. Each internal telephone 100 has an internal telephone number. Note that the internal telephone system 10 may have 4 or fewer or 6 or more internal telephones 100.

[0016] When making an internal outgoing call, the operator uses his or her own internal telephone 100 to make an internal outgoing call to the internal number of the other party's internal telephone 100. When the other party's internal telephone 100 responds (for example, goes off-hook) to the internal incoming call, an internal call is started.

[0017] Also, when making an external outgoing call, the operator uses his or her own internal telephone 100 to make an external outgoing call to the telephone number of the other party's external telephone. Further, when the operator responds to an external incoming call on his or her own internal telephone 100, an external call is started.

[0018] The internal telephones 100-1 to 100-3 form a pickup group G1. The pickup group is a group of internal telephones 100 that can, for example, take some action in response to an internal call or an external call to another internal telephone 100 within the same group. Also, the internal telephones 100-1 to 100-3 within the pickup group G1 may have the same external line number or may each have a different external line number.

[0019] The switch 200 is a telephone relay device that controls internal and external calls of the internal telephone 100, and is, for example, a computer or a server machine having a communication infrastructure. When there is an internal call, the switch 200 calls the destination internal telephone 100 and rings a ringtone. Also, when there is an external call via the external line 300, the switch 200 calls the internal telephone 100 corresponding to the telephone number of the external call and rings a ringtone. Note that the ringtone may be, for example, a different sound for internal and external calls. Also, the ringtone may be configurable on the internal telephone 100. Further, the ringtone may be replaced by other functions that notify the operator of an incoming call, such as the lighting / flash of a light or vibration by a vibration function.

[0020] The external line 300 is, for example, a general public telephone network. The external line 300 is, for example, a network that controls external calls by external line numbers and notifies a telephone having the dialed telephone number of an incoming call. When there is an incoming call to the telephone numbers of the internal telephones 100-1 to 100-5, the external line 300 notifies the switch 200 of the incoming call.

[0021] <Configuration example of the internal telephone 100> Figure 2 is a diagram showing a configuration example of the internal telephone 100. The internal telephone 100 has a transceiver unit 101, a display unit 102, a function button group 103, a LINE button group 104, and a dial button group 105.

[0022] The handset 101 has a receiver and a transmitter, and is, for example, a telephone receiver. The operator can make a call with the other party by holding the handset 101 such that the receiver is positioned near the ear and the transmitter is positioned near the mouth. The handset 101 may be connected to the main body of the intercom 100 via a cord or may be wirelessly connected. Also, the operator picking up the handset 101 is called off-hook, and for example, by performing the off-hook operation, the operator can answer an incoming call. Also, by pressing a telephone number in the off-hook state, a call can be made.

[0023] The display unit 102 is a display unit that displays the caller number or functions, and is, for example, a display.

[0024] The function button group 103 is a set of function buttons for realizing the functions of the intercom 100. The function buttons are, for example, buttons for realizing various functions described later. Also, the function buttons include, for example, a button for adjusting the volume of the handset 101. Also, the function buttons include, for example, a button for starting a call. Also, the function buttons include, for example, a button for displaying the type or number of the function to be executed on the display unit 102. Also, the function buttons include, for example, a button for selecting a function from a plurality of functions displayed on the display unit 102 and a button for executing the selected function. The function buttons in FIG. 2 are an example, and there may be more function buttons.

[0025] The LINE button group 104 is a set of a plurality of LINE buttons. The LINE buttons are buttons assigned one-to-one to calls. For example, by pressing the LINE button assigned to an internal call, the operator can participate in the internal call (for example, have a three-way call or change the caller). Also, the LINE buttons have, for example, a light-emitting part, and the color of the light of the light-emitting part or lighting / flashing indicates the call state (in a call, on hold, incoming call, etc.).

[0026] The dial button group 105 is a collection of a plurality of dial buttons. The dial buttons are, for example, buttons for inputting telephone numbers in internal line calls and external line calls. Also, the "#" and "*" on the dial buttons may be assigned special telephone numbers, abbreviated dials, etc.

[0027] When there is an incoming call (pickup incoming call) to another internal telephone 100 in the same pickup group, the operator can obtain the operation right (remote operation right) for the pickup incoming call, for example, by going off-hook the handset 101. Obtaining the operation right for the pickup incoming call is called pickup response. Also, the operator of the internal telephone 100 that has obtained the remote operation right is called a remote operator. Also, the operator may perform a pickup response, for example, by pressing the LINE button corresponding to the pickup incoming call. Furthermore, the pickup response may be realized by pressing function buttons, LINE buttons, etc., or by making a special number call.

[0028] The remote operation right is the right to determine how to handle the pickup incoming call. The remote operation right holder can determine the processing for the pickup communication from a plurality of candidate subsequent processes.

[0029] Also, the operator uses the internal telephone 100 to realize the functions described later. Each function may be realized by pressing the function button that realizes the function, or by making a special number call that realizes the function. In the following description, when it is described that a function button is pressed as a method of realizing some function, it may be replaced with making a special number call.

[0030] <Configuration example of the switch 200> FIG. 3 is a diagram showing a configuration example of the switch 200. The switch 200 has a CPU (Central Processing Unit) 210, a storage 220, a memory 230, an external line IF (InterFace) 240, and internal line IFs 250-1 to n (n is an integer).

[0031] The storage 220 is an auxiliary storage device such as a flash memory, a HDD (Hard Disk Drive), or an SSD (Solid State Drive) that stores programs and data. The storage 220 stores the call control program 121 and the pickup group function control program 122.

[0032] The memory 230 is an area for loading the programs stored in the storage 220. Also, the memory 230 may be used as an area where the program stores data.

[0033] The CPU 210 is a processor that loads the programs stored in the storage 220 into the memory 230, executes the loaded programs, constructs each part, and realizes each process.

[0034] The outside line IF 240 is an interface connected to the outside line 300. The switch 200 realizes outside line calls via the outside line IF 240.

[0035] The inside line IFs 250-1 to n (hereinafter sometimes referred to as the inside line IF 250) are interfaces connected to the inside line telephones 100. The inside line IF 250 corresponds one-to-one with each inside line telephone 100, for example. The switch 200 realizes the transmission and reception of messages and data, and the transmission and reception of voice in calls, etc. with the inside line telephone 100 via the inside line IF 250.

[0036] The CPU 210 performs call control processing by executing the call control program 221. The call control function is a function for controlling the inside line and outside line telephones of the connected inside line telephones 100. In the call control processing, the switch 200 controls basic functions such as outgoing calls, incoming calls, calls, and disconnections of inside line and outside line telephones, as well as transfers, conference calls (multiple-party calls), etc.

[0037] By executing the pickup group function control program 222, the CPU 210 constructs a determination unit, a notification unit, and a control unit, and performs pickup group function control processing. The pickup group function control processing includes processing related to group configuration such as registration and deletion of pickup groups, pickup incoming call processing related to pickup incoming calls, and pickup response processing related to pickup responses.

[0038] By executing the call number notification module 2221 included in the pickup group function control program 222, the CPU 210 constructs a notification unit and performs call number notification processing. The call number notification processing is a process of notifying the extension telephone 100 of the call number of the pickup incoming call in accordance with a request from the extension telephone 100 that has made a pickup response.

[0039] By executing the subsequent process execution module 2222 included in the pickup group function control program 222, the CPU 210 constructs a determination unit and a control unit, and performs subsequent process execution processing. The subsequent process execution processing is a process of executing a subsequent process that has been determined to be instructed by or automatically performed by the extension telephone 100 that has made a pickup response.

[0040] [First Embodiment] The first embodiment will be described.

[0041] [Regarding Remote Operations for Pickup Incoming Calls] Remote operations will be described. Remote operations are a process in which a remote operator who has acquired the remote operation right determines a remote operation (subsequent process) for an incoming call (absentee incoming call) in the same pickup group. The determined remote operation (subsequent process) is executed by, for example, the switch 200. Also, the extension telephone 100 operated by the remote operator may be referred to as a remote telephone.

[0042] [1. Remote Operation Right Acquisition Processing] FIG. 4 is a diagram showing an example of a processing flowchart of remote operation right acquisition processing. The remote operation right acquisition processing S100 is a process in which a certain operator (the extension telephone 100) acquires the remote operation right for a pickup incoming call. A certain extension telephone 100 executes the remote operation right acquisition processing S100 according to the operation of an operator (the operator before acquiring the remote operation right).

[0043] The extension telephone 100 (operator) waits for a pickup incoming call (No in S100-1). When a pickup incoming call occurs (Yes in S100-1), the extension telephone 100 determines whether to perform a pickup response (S100-2).

[0044] The extension telephone 100 waits for the operator to perform a pickup response (No in S100-2). When the operator performs a pickup response (Yes in S100-2), the operator (the extension telephone 100) acquires the remote operation right for the pickup incoming call and becomes a remote operator. The extension telephone 100 notifies the switch 200 of becoming a remote operator (or acquiring the remote operation right) (S100-3).

[0045] When the switch 200 acquires the notification, for example, it stops the ringing of the incoming call tone of the pickup incoming call and registers (stores) the number (identifier) of the extension telephone 100 as the remote operator of the pickup incoming call. Thereafter, the switch 200 performs the handling (subsequent processing) of the pickup incoming call according to the instruction from the extension telephone 100.

[0046] The extension telephone 100 performs remote operation processing (S200) and ends the processing.

[0047] In the first embodiment, it is assumed that the operator (extension telephone 100) who can acquire the remote operation right is one person (one unit), and other operators (extension telephones 100) cannot acquire the remote operation right.

[0048] <2. Remote operation processing> FIG. 5 is a diagram showing an example of a processing flowchart of remote operation processing. The remote operation processing S200 is a process in which a remote operator (remote telephone) performs a call number display operation and a selection of subsequent processing.

[0049] The remote telephone waits for a call number display operation by the remote operator (S200-1). The call number display operation is an operation for displaying the caller number of a pickup incoming call. The call number display operation is, for example, a special call or pressing a function button.

[0050] When the call number display operation is performed (Yes in S200-1), the remote telephone performs a call number display process (S300). When the call number display operation is not performed (No in S200-1), the remote telephone does not perform the call number display process S300.

[0051] For example, if the remote operator determines that he / she can determine the subsequent processing regardless of who the caller of the pickup incoming call is, the remote operator may perform a selection operation of the subsequent processing described later without performing a call number operation.

[0052] The remote telephone waits for a selection operation of subsequent processing by the remote operator (No in S200-2). When the remote telephone detects that the selection operation of subsequent processing has been performed (Yes in S200-2), the remote telephone notifies the exchange 200 of a subsequent processing type notification including the type of the selected subsequent processing (S200-3) and ends the process.

[0053] Note that the subsequent processing that can be selected by the remote operator is, for example, response, transfer to another telephone, transfer to a talkie, abandonment of remote operation right, disconnection, etc. Specific examples of the subsequent processing will be described in the subsequent processing type notification reception process S400 described later.

[0054] <3. Call number display processing> FIG. 6 is a diagram showing an example of a processing flowchart of the call number display process S300. The call number display process S300 is a process for requesting the switching device 200 to notify the call number of a pickup incoming call.

[0055] The remote telephone requests the switching device 200 to notify the call number of the pickup incoming call (S300-1). The request is realized, for example, by the remote telephone (extension telephone 100) sending a message to the switching device 200.

[0056] When the switching device 200 receives a request for notification of the call number from the remote telephone, the switching device 200 sends a call number notification including the call number of the pickup incoming call to the remote telephone. Note that, for example, when the switching device 200 has a telephone directory function and the call number is registered, the name of the caller (personal name, company name, etc.) may be sent together with the call number or in place of the call number.

[0057] The remote telephone waits to receive a call number notification from the switching device 200 (No in S300-2). When the remote telephone receives a call number notification from the switching device 200 (Yes in S300-2), the remote telephone displays the call number included in the call number notification on the display unit 102 (S300-3) and ends the process. Note that when the call number notification includes a name, the remote telephone may display the name. Further, when the remote telephone has a telephone directory function, the remote telephone may convert the call number into a name and display it.

[0058] The remote operator can identify the caller of the pickup incoming call by the display of the call number or name, and can select an appropriate subsequent process according to the caller.

[0059] <4. Subsequent process type reception process> FIG. 7 is a diagram showing an example of a processing flowchart of the subsequent process type reception process. The subsequent process type notification reception process S400 is a process when the switching device 200 receives a subsequent process type notification from the remote telephone. The switching device 200 executes the subsequent process selected by the remote telephone (remote operator).

[0060] The switch 200 waits to receive a subsequent processing type notification (No in S400-1). When the switch 200 receives a subsequent processing type notification (Yes in S400-1), it executes a process according to the selected subsequent processing type.

[0061] When the subsequent processing type is a response (\"Response\" in S400-2), the switch 200 performs a response process. The response process is a process of making a pickup incoming call and a remote telephone in a call. The switch 200 connects the pickup group incoming call to the remote telephone (S400-3), transitions to the in-call state (S400-4), and ends the process. Thereafter, the remote operator makes a call with the caller of the pickup incoming call through the remote telephone. Note that the remote operator (remote telephone) loses the remote operation right when the call ends (is disconnected).

[0062] When the subsequent processing type is another telephone transfer (\"Another Telephone Transfer\" in S400-2), the switch 200 performs another telephone transfer process. The another telephone transfer process is a process of transferring a pickup incoming call to the extension telephone 100 designated by the remote operator. The switch 200 makes a call to the designated transfer destination extension telephone 100 for the pickup group incoming call (S400-5), transitions to the response waiting state (S400-6), and ends the process. The switch 200 further disconnects the connection with the remote telephone. Thereby, the remote telephone (remote operator) loses the remote operation right. Note that the transfer destination telephone number (extension number) is designated, for example, by the operation of the remote operator and is included in the subsequent processing type notification.

[0063] When the subsequent processing type is a Toki transfer ( "Toki transfer" in S400-2), the switch 200 performs a Toki transfer process. The Toki transfer process is a process of transferring a pickup incoming call to an answering machine (Toki). The switch 200 transfers the pickup group incoming call to Toki, connects the pickup group incoming call to the answering machine (S400-7), transitions to a state during a call with Toki (S400-8), and ends the process. The switch 200 further disconnects the connection with the remote telephone. As a result, the remote telephone (remote operator) loses the remote operation right.

[0064] When the subsequent processing type is relinquishment of the remote operation right ( "relinquishment of the remote operation right" in S400-2), the switch 200 performs a remote operation right relinquishment process. The remote operation right relinquishment process is a process of eliminating the remote operation right of the remote operator (remote telephone) and disconnecting the connection by a pickup response. The switch 200 disconnects the pickup response (connection) of the remote telephone and eliminates the remote operation right. Further, the switch 200 redials the target telephone (the extension telephone 100 that originally had a pickup incoming call: the caller: the extension telephone 100 of the destination) for the pickup incoming call (rings the target telephone) (S400-9). Then, the switch 200 transitions to a state waiting for a response from the target telephone (S400-10) and ends the process. As a result, the target telephone returns to the state before being remotely operated (in a state of having a pickup incoming call and a ringing tone).

[0065] When the subsequent processing type is disconnection ( "disconnection" in S400-2), the switch 200 performs a disconnection process. The disconnection process is a process of disconnecting the pickup response. The switch 200 disconnects the pickup response (connection) of the remote telephone and eliminates the remote operation right. Further, the switch 200 disconnects the pickup incoming call (S400-11), transitions to a released state (S400-12), and ends the process. As a result, the pickup incoming call is disconnected (forced disconnection), and the remote operator disappears.

[0066] [Second Embodiment] A second embodiment will be described. In the second embodiment, the switch 200 totals the type and content of subsequent processing selected in the remote operation, and under predetermined conditions, performs subsequent processing (automatic processing) determined from the total regardless of the operation of the remote operator.

[0067] In the second embodiment, the switch 200 can suppress the labor of the operator (especially the operator who performs the pickup response) by performing automatic processing on the pickup incoming call under predetermined conditions. In addition, since the operator (especially the operator who performs the pickup response) is not receiving the incoming call addressed to himself / herself, there may be a case where the operator is at a loss as to how to handle the incoming call. However, by performing the automatic processing, it becomes less likely that the operator will be at a loss as to the subsequent processing selected at the time of the pickup response, and it becomes more likely that appropriate subsequent processing will be automatically executed.

[0068] <Aggregation of Subsequent Processing Types> In the second embodiment, the switch 200 totals (counts) the number of selections (executions) of subsequent processing types for each caller (calling number) and callee (called number), for example. Also, when the other telephone transfer process is selected, the switch 200 separately totals the telephone number (extension number) of the transfer destination. Further, when the response process is selected, the switch 200 separately totals the telephone number (extension number: remote telephone) that responded.

[0069] FIG. 8 is a diagram showing an example of a subsequent processing type aggregation table for each caller and callee. FIG. 8 totals the types of remote operations (subsequent processing) for a pickup incoming call from the calling number "1234-4567" to the called number "5555", for example.

[0070] The switch 200 counts the subsequent processing each time each process is selected, for example, in the subsequent processing type notification reception process S400. The switch 200 stores the number of times counted for each subsequent processing type as the "number of times".

[0071] Each subsequent process has its own "threshold value". When a certain subsequent process exceeds the corresponding threshold value, the switch 200 determines that the subsequent process is an automatic process (automatic subsequent process). The threshold value may be different for each subsequent process type or the same value.

[0072] As shown in FIG. 8, the remote operation right abandonment process does not have a threshold value and is excluded from the candidates for automatic processing. This is because the remote operation right abandonment is simply a process of returning to the original pickup incoming call state and does not function as an automatic process.

[0073] Also, other subsequent process types may also be excluded from the candidates for automatic processing. For example, the disconnection process is a process that causes great disadvantage to the caller in that the communication is disconnected, so it may be excluded from the candidates for automatic processing so as not to be executed as much as possible.

[0074] According to FIG. 8, the switch 200 has executed the talk transfer 5 times and it has exceeded the threshold value, so the switch 200 determines that the talk transfer is an automatic process.

[0075] In the aggregation for automatic processing, for example, it is not counted after the automatic processing is determined. Also, even after the automatic processing is determined, the switch 200 may cancel (cancel) the determined automatic processing, for example, when a predetermined time (expiration period) has elapsed or the number of pickup incoming calls from the caller exceeds a predetermined number, and perform the aggregation again.

[0076] Also, the switch 200 may perform the aggregation in a time - segmented manner, for example, for each day of the week, for each time of the day, for weekdays / holidays, etc. In this case, the automatic processing determined by the aggregation is valid at the aggregation timing of the aggregation. For example, the automatic processing determined from the result of the aggregation on weekdays is valid on weekdays.

[0077] FIG. 9 is a diagram showing an example of a responder summary table for each caller and callee. The responder summary table for each caller and callee counts the number of times the response process is selected for each telephone number of the remote telephone (remote operator). According to FIG. 9, when the switch 200 determines that the automatic process is the response process, the switch 200 transfers the pickup incoming call to the extension number "1111" with the largest count of 3 times. Note that even if the call is transferred to the extension number "1111", there may be a case where the operator of the extension number "1111" is absent and the call is not answered. For example, if the switch 200 does not answer an incoming call for a predetermined time or can recognize that the transfer destination is absent (for example, a function button indicating absence is pressed), the switch 200 may transfer the call to the extension number with the second largest count, or may perform a normal pickup incoming call without performing the other telephone transfer process.

[0078] Note that if the response process is excluded from the candidates for the automatic process, the responder summary for each caller and callee may not be executed. Also, if the transfer destination (the extension telephone 100 that answers) is fixed (for example, pre-specified by the callee), the responder summary for each caller and callee may not be executed.

[0079] FIG. 10 is a diagram showing an example of a transfer destination summary table for each caller and callee. The transfer destination summary table for each caller and callee counts the number of times the other telephone transfer process is selected. According to FIG. 10, when the switch 200 determines that the automatic process is the other telephone transfer process, the switch 200 transfers the pickup incoming call to the extension number "1111" with the largest count of 2 times. Note that even if the call is transferred to the extension number "1111", there may be a case where the operator of the extension number "1111" is absent and the call is not answered. For example, if the switch 200 does not answer an incoming call for a predetermined time or can recognize that the transfer destination is absent (for example, a function button indicating absence is pressed), the switch 200 may transfer the call to the extension number with the second largest count, or may perform a normal pickup incoming call without performing the other telephone transfer process.

[0080] In addition, when the other call transfer process is excluded from the candidates for automatic processing, the transfer destination aggregation for each caller and callee may not be executed. Also, when the transfer destination is fixed (for example, pre-specified by the callee), the transfer destination aggregation for each caller and callee may not be executed.

[0081] Note that the aggregation may not be counted for each callee, for example. In this case, the switch 200 performs the aggregation for each caller and determines the automatic processing for each caller.

[0082] <Pickup Incoming Call Processing> When there is a pickup incoming call, the switch 200 executes the pickup incoming call processing S500. The pickup incoming call processing S500 is a process for determining whether to perform automatic processing at the switch 200 when there is a pickup incoming call.

[0083] FIG. 11 is a diagram showing an example of the processing flowchart of the pickup incoming call processing S500. The switch 200 waits for a pickup incoming call to occur (No in S500-1). When a pickup incoming call occurs (Yes in S500-1), the switch 200 determines whether the automatic processing for the calling number has been determined (S500-2). Note that when the automatic processing has been determined for each caller and callee, the process S500-2 determines whether the automatic processing for the calling number and the called number (callee number) has been determined.

[0084] When the automatic processing for the calling number has not been determined (No in S500-2), the switch 200 makes a call for the pickup incoming call to the target phone (S500-3) and ends the process.

[0085] On the other hand, when the automatic processing for the calling number has been determined (Yes in S500-2), the switch 200 executes the automatic processing execution process S600 for executing the automatic processing of the pickup incoming call and ends the process.

[0086] <Automatic Processing Execution Process> FIG. 12 is a diagram showing an example of a processing flowchart of the automatic processing execution process S600. In the automatic execution process S600, the switch 200 determines whether or not the automatic process is executable (S600-1). The state in which the automatic process is executable will be described later.

[0087] When the switch 200 determines that the automatic process is executable (Yes in S600-1), it executes the determined automatic process (S600-2) and ends the process. The execution of the automatic process is realized, for example, by performing the same branching and processing as from process S400-2 to process S400-12 in the subsequent process type notification reception process S400 of FIG. 7.

[0088] On the other hand, when the switch 200 determines that the automatic process is not executable (No in S600-1), it makes a call for a pickup incoming call to the target phone (S600-3) and ends the process.

[0089] <Regarding the state in which the automatic process is executable> The state in which the automatic process is executable indicates a state in which the automatic process can be immediately executed (it may be executed). The state in which the automatic process is executable is, for example, a state in which it can be recognized that the operator of the incoming destination (target phone) of the pickup incoming call is absent (for example, a state in which an operation is performed to notify that it becomes absent when the operator leaves the seat). In this case, the switch 200 may determine that the operator of the incoming destination will not respond to the pickup incoming call and immediately execute the automatic process.

[0090] Also, the state in which the automatic process is executable is, for example, a state in which a call for a pickup incoming call is made for a predetermined time but there is no response from the in-house telephone 100 of the incoming destination. In this case, the switch 200 may determine that the operator of the incoming destination will not respond (is absent) to the pickup incoming call and immediately execute the automatic process. Note that the call may be made by lighting / flashing a light or the like without making a voice call so that other operators do not pick up the call (do not acquire remote operation rights).

[0091] In addition, the state in which the automatic process can be executed is, for example, that a pickup response has been made. In this case, since the called operator is absent and a pickup response has been made, the switching device 200 may determine that the called operator will not (is absent) respond to the pickup call, and immediately execute the automatic process. Note that the call is made by voice so as not to exclude the possibility that another operator makes a pickup response. Further, the switching device 200 notifies that the automatic process will be executed for the pickup call, such as by playing voice guidance indicating that the automatic process will be executed to the operator who made the pickup response.

[0092] In addition, the state in which the automatic process can be executed may be, for example, always. There may be a case where the called operator wishes to always perform an automatic process for an incoming call from a specific caller. In this case, the switching device 200 performs the automatic process regardless of whether the called operator is present or not. Note that in order to give the operator an opportunity to cancel the automatic process, the switching device 200 may turn on / flash the light of the extension telephone 100 or display a message to that effect on the display unit in order to indicate that the automatic process is being performed or will be performed. Further, the operator may be able to cancel the determined automatic process (the automatic process will not be performed) by performing a specific operation such as pressing a function button of the extension telephone 100.

[0093] [Other Embodiments] It may be allowed that a plurality of operators become remote operators. In this case, for example, the selection of the remote operator who determined the subsequent process earliest is prioritized. Further, in this case, the subsequent process may be selected by a plurality of remote operators for a predetermined time, and priority may be given according to the operation type. For example, if there is a remote operator who selected a response, the subsequent process of the remote operator may be prioritized.

[0094] In addition, multiple operators may respond to multiple pickup incoming calls. In this case, for example, the operator who responds to the pickup call earlier becomes the remote operator of the pickup incoming call with a smaller extension number of the destination. Regardless of the time of the pickup response, it may randomly become the remote operator of the pickup incoming call.

[0095] Summarizing the above, it is as described in the appended note.

[0096] (Appended Note 1) An exchange that controls the pickup function and the call of the extension telephone in an extension system having a pickup function that other extension telephones belonging to the same pickup group as the extension telephone can respond to incoming calls to the extension telephone, When a second extension telephone belonging to the same pickup group as the first extension telephone responds to an incoming call to the first extension telephone, when requested to notify the caller number of the incoming call from the second extension telephone, a notification unit that notifies the caller number to the second extension telephone; When instructed to perform subsequent processing for the incoming call from the second extension telephone, a control unit that executes the subsequent processing according to the instruction; A determination unit that counts the number of times of the instruction for each type of the subsequent processing and determines an automatic subsequent processing corresponding to the incoming call according to the count, and has, When the incoming call occurs and satisfies a predetermined condition, the control unit executes the determined automatic subsequent processing for the incoming call Exchange.

[0097] (Appended Note 2) The determination unit counts for each caller of the incoming call and determines an automatic subsequent processing for the incoming call from the caller, When the incoming call is from the caller and satisfies the predetermined condition, the control unit executes the determined automatic subsequent processing The exchange according to Appended Note 1.

[0098] (Appended Note 3) The determination unit counts for each of the caller and the callee of the incoming call, and determines an automatic follow-up process for the incoming call from the caller and the incoming call to the callee. When there is an incoming call from the caller to the callee, the control unit executes the determined automatic follow-up process when the predetermined condition is satisfied. The switch according to appended note 2.

[0099] (Appended note 4) The determination unit determines the follow-up process in which the count is equal to or greater than the threshold value as the automatic follow-up process. The switch according to appended note 1.

[0100] (Appended note 5) The determination unit sets the threshold value for each type of the follow-up process, and determines the follow-up process in which the count first becomes equal to or greater than the threshold value as the automatic follow-up process. The switch according to appended note 4.

[0101] (Appended note 6) The predetermined condition includes that the callee of the incoming call does not respond to the incoming call within a predetermined time. The switch according to appended note 1.

[0102] (Appended note 7) The predetermined condition includes that the callee of the incoming call is regarded as not responding to the incoming call. The switch according to appended note 1.

[0103] (Appended note 8) The determination unit cancels the determined automatic follow-up process, performs counting again, and determines the automatic follow-up process again. The switch according to appended note 1.

[0104] (Appended note 9) The determination unit performs the cancellation when the expiration date set for each follow-up process of the automatic follow-up process has passed. The switch according to appended note 8.

[0105] (Appended note 10) In an in-house telephone system having a pickup function that allows other in-house telephones belonging to the same pickup group as the in-house telephone to respond to an incoming call to the in-house telephone, a call reception response program of a switch that controls the pickup function and calls of the in-house telephone, comprising: When a second in-house telephone belonging to the same pickup group as the first in-house telephone responds to an incoming call to the first in-house telephone, and when requested to notify the second in-house telephone of the caller number of the incoming call, a notification unit that notifies the second in-house telephone of the caller number; When instructed by the second in-house telephone to perform subsequent processing for the incoming call, execute the subsequent processing according to the instruction; For each type of subsequent processing, count the number of times of the instruction, determine an automatic subsequent processing corresponding to the incoming call according to the count; When there is the incoming call, if a predetermined condition is satisfied, perform processing of executing the determined automatic subsequent processing for the incoming call; A call reception response program that causes a computer of the switch to execute.

[0106] (Appendix 11) In an in-house telephone system having a pickup function that allows other in-house telephones belonging to the same pickup group as the in-house telephone to respond to an incoming call to the in-house telephone, a call reception response method of a switch that controls the pickup function and calls of the in-house telephone, comprising: When a second in-house telephone belonging to the same pickup group as the first in-house telephone responds to an incoming call to the first in-house telephone, and when requested to notify the second in-house telephone of the caller number of the incoming call, a notification unit that notifies the second in-house telephone of the caller number; When instructed by the second in-house telephone to perform subsequent processing for the incoming call, execute the subsequent processing according to the instruction; For each type of subsequent processing, count the number of times of the instruction, determine an automatic subsequent processing corresponding to the incoming call according to the count; When there is an incoming call, if a predetermined condition is satisfied, execute the determined automatic subsequent process for the incoming call. Incoming call handling method.

[0107] (Appendix 12) In an in-house telephone system having a pickup function that can be handled by another in-house telephone belonging to the same pickup group as the in-house telephone for an incoming call to the in-house telephone, a switch that controls the pickup function and the call of the in-house telephone, When a second in-house telephone belonging to the same pickup group as the first in-house telephone responds to an incoming call to the first in-house telephone, and when requested to notify the second in-house telephone of the caller number of the incoming call, a notification unit that notifies the second in-house telephone of the caller number, A control unit that executes the subsequent process according to the instruction when instructed by the second in-house telephone to perform the subsequent process for the incoming call. Switch.

Explanation of symbols

[0108] 10: In-house telephone system 100: In-house telephone 101: Transceiver 102: Display unit 103: Function button group 104: LINE button group 105: Dial button group 110: CPU 121: Call control program 122: Pickup group function control program 1221: Caller number notification module 1222: Subsequent process execution module 200: Switch 210: CPU 220: Storage 230: Memory 300: Outside line

Claims

1. An exchange for controlling the pickup function and the call of an extension telephone in an extension system having a pickup function in which another extension telephone belonging to the same pickup group as the extension telephone can respond to an incoming call to the extension telephone, When a second extension telephone belonging to the same pickup group as the first extension telephone responds to an incoming call to the first extension telephone, and when requested to notify the second extension telephone of the caller number of the incoming call, a notification unit that notifies the second extension telephone of the caller number; A control unit that executes the subsequent process according to the instruction when instructed to perform a subsequent process for the incoming call from the second extension telephone; A determination unit that counts the number of times of the instructed subsequent process for each type of the subsequent process and determines an automatic subsequent process corresponding to the incoming call according to the counted number of times; and has, When the incoming call occurs and a predetermined condition is satisfied, the control unit executes the determined automatic subsequent process for the incoming call Exchange.

2. The determination unit counts for each caller of the incoming call and determines an automatic subsequent process for an incoming call from the caller, When the incoming call is received from the caller and a predetermined condition is satisfied, the control unit executes the determined automatic subsequent process The exchange according to claim 1.

3. The determination unit counts for each of the caller and the called party of the incoming call, and determines an automatic subsequent process for an incoming call from the caller and an incoming call to the called party, When an incoming call is received from the caller to the called party and a predetermined condition is satisfied, the control unit executes the determined automatic subsequent process The exchange according to claim 2.

4. The determination unit determines a subsequent process in which the counted number of times becomes equal to or greater than a threshold value as the automatic subsequent process The exchange according to claim 1.

5. The determination unit sets the threshold value for each type of the subsequent process, and determines a subsequent process in which the counted number of times first becomes equal to or greater than the threshold value as the automatic subsequent process The exchange according to claim 4.

6. The predetermined condition includes that the called party of the incoming call does not respond within a predetermined time to the incoming call The exchange according to claim 1.

7. The determination unit cancels the determined automatic subsequent process, counts again, and determines an automatic subsequent process again The exchange according to claim 1.

8. When the expiration date set for each subsequent process of the automatic subsequent process has passed, the determination unit performs the cancellation. The switch according to claim 7.

9. An incoming call response program of a switch that controls the pickup function and calls of the extension phone in an extension system having a pickup function that other extension phones belonging to the same pickup group as the extension phone can respond to incoming calls to the extension phone, When a second extension phone belonging to the same pickup group as the first extension phone responds to an incoming call to the first extension phone, and when requested to notify the second extension phone of the caller number of the incoming call, a notification unit that notifies the second extension phone of the caller number, When instructed to perform subsequent processing for the incoming call from the second extension phone, execute the subsequent processing according to the instruction, For each type of subsequent process, count the number of times of the instruction, determine an automatic subsequent process corresponding to the incoming call according to the counted number of times, When there is the incoming call, if a predetermined condition is satisfied, a process of executing the determined automatic subsequent process for the incoming call, An incoming call response program that causes a computer included in the switch to execute.

10. An incoming call response method of a switch that controls the pickup function and calls of the extension phone in an extension system having a pickup function that other extension phones belonging to the same pickup group as the extension phone can respond to incoming calls to the extension phone, When a second extension phone belonging to the same pickup group as the first extension phone responds to an incoming call to the first extension phone, and when requested to notify the second extension phone of the caller number of the incoming call, a notification unit that notifies the second extension phone of the caller number, When instructed to perform subsequent processing for the incoming call from the second extension phone, execute the subsequent processing according to the instruction, For each type of subsequent process, count the number of times of the instruction, determine an automatic subsequent process corresponding to the incoming call according to the counted number of times, When there is the incoming call, if a predetermined condition is satisfied, execute the determined automatic subsequent process for the incoming call, An incoming call response method.

Images