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WO1993018603A1 - Dispositif concernant un equipement de transfert d'appels - Google Patents

Dispositif concernant un equipement de transfert d'appels Download PDF

Info

Publication number
WO1993018603A1
WO1993018603A1 PCT/SE1993/000210 SE9300210W WO9318603A1 WO 1993018603 A1 WO1993018603 A1 WO 1993018603A1 SE 9300210 W SE9300210 W SE 9300210W WO 9318603 A1 WO9318603 A1 WO 9318603A1
Authority
WO
WIPO (PCT)
Prior art keywords
call
telephone
exchange
unit
calls
Prior art date
Application number
PCT/SE1993/000210
Other languages
English (en)
Inventor
Lennart Nordstrand
Original Assignee
Lennart Nordstrand
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Lennart Nordstrand filed Critical Lennart Nordstrand
Priority to AU37718/93A priority Critical patent/AU3771893A/en
Publication of WO1993018603A1 publication Critical patent/WO1993018603A1/fr

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/36—Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/54—Arrangements for diverting calls for one subscriber to another predetermined subscriber
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/54—Arrangements for diverting calls for one subscriber to another predetermined subscriber
    • H04M3/546—Arrangements for diverting calls for one subscriber to another predetermined subscriber in private branch exchanges
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q3/00—Selecting arrangements
    • H04Q3/42—Circuit arrangements for indirect selecting controlled by common circuits, e.g. register controller, marker
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5237—Interconnection arrangements between ACD systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/009—Arrangements for interconnection between switching centres in systems involving PBX or KTS networks

Definitions

  • the present invention relates to an arrangement which is intended to coact with or to form part of call transfer equipment incorporated in a telecommunication system.
  • the call transfer equipment functions to transfer a call to a first unit in the telecommunication system to a second unit when the first unit is unable to receive and process the call for some reason or other.
  • the invention finds particular use when the call trans ⁇ fer equipment is intended to coact with or to form a part of a telephone exchange, a telephone switchboard, and a private manual branch exchange, but can also be used beneficially in conjunction with extension tele- phone sets, a subscriber telephone set or station or the like.
  • inventive arrangement is described below with reference to its use in a private branch exchange, and then particularly in such an exchange which includes a plurality of incoming lines, central control equipment, a plurality of outgoing lines, and requisite switching means for connecting a call occurring on an incoming line to a selected outgoing line in accordance with information obtained.
  • calls arrive on incoming lines and are primarily connected to an unengaged initials operator serving the exchange by switching devices, while when all telephone operators are engaged calls are transferred by call transfer equipment to another unit, telephone set or station in the telephone system, such as another tele ⁇ phone exchange, private branch exchange or the like, or alternatively to an extension set, subscriber's station or the like.
  • the call transfer equipment of the kind intended here will transfer the call immediate ⁇ ly to a unit or to a telephone set whose telephone number is stored in the call transfer equipment.
  • call transfer equipment is normally incor- porated in central switching exchanges and in private branch exchanges or like exchanges, the equipment may also be incorporated in a subscriber's station or a telephone extension set.
  • Those incoming calls which cannot be handled by the telephone operators can be transferred to a subscriber's station belonging to the telephone system, or to another telephone switchboard, a private branch exchange or the like, therewith assisting the telephone operators in those situations when the number of connected calls and the duration of said calls exceeds the capacity of the telephone operators employed in the exchange.
  • One limitation with this application is that it can only be permitted when all incoming calls can be expected to have a particular nature and which need not necessarily require or cause connection to an extension set belong ⁇ ing to the private branch exchange.
  • calls of such particular nature is one in which all or the majority of incoming calls have the nature of queries which require from the telephone operator answers of a more standardized type, for in ⁇ stance inquiries relating to train times, prices, depar ⁇ ture times, etc. , and thus do not need to be connected to another extension set, station or the like.
  • a technical problem related hereto is one of realizing those measures that are required in order to enable the second unit to influence and program utilized call transfer equipment itself, through the agency of an identifying code signal, and therewith itself define - those times during which a call or calls may be trans ⁇ ferred, and also to define the maximum number of calls that may be transferred per unit of time, for instance each hour.
  • a technical problem reside in realizing that a telephone set and/or tele- phone switchboard (exchange) which can be pointed-out by the call transfer equipment shall be constructed to insert and remove information concerning its current or instantaneous availability via a line connected to said means and also through the agency of an identifying code signal or the like, this information containing, for instance, data relating to the maximum number of calls per hour that can be accepted.
  • the present invention is based on an arrangement pertaining to call transfer equipment included in a telecommuni ⁇ cation system, wherein a call that is directed to a first unit by said transfer equipment is transferred to a second unit in the system.
  • the invention is mainly characterized in that the call transfer equipment cooperates with information receiving and call procedure control means (hereinafter referred to as so-called call routing means) which, subsequent to identification, is provided with special criteria by said second unit relating to the transfer of calls to this second unit, and in that the call transfer equip- ment can be activated to transfer calls in accordance with the criteria inserted in said call routing means.
  • call routing means information receiving and call procedure control means
  • the unit is comprised of a subscriber's set or private manual branch exchange, and that the insertion of spe ⁇ cial criteria into said means is effected by connecting a call to said means and transmitting a coded message which corresponds to said special criteria.
  • the invention is based on the use of private branch exchange and/or a subscriber's set (or subscriber's station) or telephone switchboard which includes a number of incoming lines, central control equipment, a number of outgoing lines, switching devices necessary for connecting a call occurring on one incoming line to a selected outgoing line in accordance with information obtained, wherein calls are connected by said switching means to a "free" switchboard operator serving the private branch exchange, whereas calls which occur over time periods in which all telephone operators are busy are transferred through the agency of a call transfer equipment to an extension set or subscriber's station or to some other private manual branch exchange belonging to the telephone system.
  • the call transfer equipment shall coact with means to transfer said calls to a telephone set and/or telephone switchboard pointed- out by said call routing means, in accordance with information activated by and stored in the subscriber's set (station) and/or said other private branch exchange.
  • each subscriber's set and/or private branch exchange shall be capable of inserting and removing information concerning the current or instantaneous availability of said set or exchange, via a line con ⁇ nected to said means and via a code signalling process or some like process.
  • the aforesaid information will preferably include a reference to the number of calls that can be accepted hourly.
  • the inventive arrangement is primarily characterized by the features set forth in the characterizing clause of Claim 1.
  • Figure 1 is a highly simplified illustration of the principles by which mutual cooperation is achieved between a telephone switchboard and a private branch exchange, and where the tele- phone switchboard coacts with call transfer equipment;
  • Figure 2 is a block schematic illustrating a private branch exchange coacting with call transfer equipment belonging to the telephone switch ⁇ board;
  • FIG. 3 is a block schematic which illustrates an inventive arrangement functioning to control the call transfer equipment
  • Figure 1 illustrates in a greatly simplified fashion a telephone switchboard or exchange "A" included in a telephone system and having a number of incoming lines.
  • One of these lines, 5, connects a subscriber's set 6 to the telephone switchboard "A" and a call initiated by the subscriber's set 6 can thus be transferred to the switchboard "A" and the switchboard is able to connect the subscriber's set 6 with a telephone set or telephone unit that corresponds to a code generated in the sub ⁇ scriber's set or station 6, such as to the telephone set 9 of a telephone operator 10 in a private branch ex ⁇ change 2, with the aid of switching means in said ex ⁇ change.
  • the telephone switchboard “A” also includes call trans- fer equipment 12, which is intended to transfer calls when all telephone operators 10 are engaged. As shown in Figure 1, a call transfer can be made to one of three available telephone sets, of which the tele ⁇ phone set 20 represents a subscriber's set and the telephone set or apparatus 21 illustrates a private branch exchange, preferably manned by several telephone operators 10'.
  • the invention is intended to enable calls which are initially directed to telephone operators 10 in a first private branch exchange 2 to be relieved automatically during a "rush period", so that hopefully all calls to the exchange 2 will be answered, even when all of the telephone operators 10 in the first exchange 2 are busy.
  • the invention is based on the ability of the other or second branch exchange 21 (or subscriber's set/station 20) to control the call transfer equipment in the first private branch exchange 2 or the telephone switchboard "A", so that calls will only be transferred in accor ⁇ dance with criteria which, subsequent to accepted iden ⁇ tification code signalling, can be inserted by the receiving, second private branch exchange into an infor ⁇ mation receiving and call procedure controlling means, referred to hereinafter as the call routing means, as described more clearly below.
  • Figure 2 is a block schematic of an inventive arrange ⁇ ment 1, and shows the arrangement connected to call transfer equipment 12 in a telephone switchboard or exchange "A" that coacts with a private manual branch exchange 2, or telephone station.
  • the private branch exchange 2 includes a number of extension sets 3, 4, a number of incoming lines 5a for incoming calls from a subscriber's set 6 belonging to the telephone system, and requisite switching means 7 which can be activated in a known manner to connect the calling subscriber's set 6 with an extension set or a telephone operator corresponding to the code in response to a code delivered by a calling subscriber's set 6, through the agency of available connection routes or paths.
  • the invention assumes that the private branch exchange 2 includes a control unit 8 which controls the exchange unctions.
  • the control unit 8 will normally include computer equip ⁇ ment which is intended to detect traffic in the private branch exchange 2 and to control the functions of said exchange. These complex control units are known to the art and will not therefore be described in detail here.
  • the present invention relates to an arrangement 1 which coacts with call transfer equipment 12 in a telephone switchboard or exchange "A". Only one, 5, of a number of incoming lines has been shown in the Figure. Located between the switchboard "A" and the private branch exchange 2 are a number of lines 5a.
  • the private branch exchange 2 uses complex central control equipment 8 and a number of outgoing lines, of which a number of lines "D" each coact with a respective attendant set or station. Each of a number of other outgoing lines “B” is connected to a respective exten ⁇ sion set 3, 4, and a number of lines “C” are connected to the aforesaid call transfer equipment 12.
  • the invention is based on the assumption that each call of a particular kind and which, in accordance with the number dialled, occurs on the incoming line 5a shall be capable of being connected to a telephone operator 10 in the private branch exchange by said switching means 7.
  • the switching means 7 and the call transfer equipment 12 will function to transfer calls of this kind to a unit, such as a subscriber's set or station 20 or some other private branch exchange 21 of a kind which can be associated with the embodiment illustrated in Figure 2 and which belongs to the telephone system.
  • the central control equipment 8 When equipment included in the central control equipment 8 establishes that all telephone operators 10 are en ⁇ gaged with calls and that further calls which also require the services of a telephone operator come into the switchboard, the central control equipment 8 will activate a unit 12a in the switchboard "A" which there ⁇ with activates the call transfer equipment 12, and causes the switching means 7 to switch these incoming calls to the call transfer equipment 12 in the telephone switchboard A over the line "C".
  • the call transfer equipment 12 may be of the kind which, via a means 13 , activates a call to an indicated sub ⁇ scriber's set 20 or some other private branch exchange 21, and when the subscriber's set 20 or the exchange 21 has answered effects connection of the call via the line "C" to the subscriber's set 20 or the exchange 21, via one or more telephone switches, when necessary, of which one switch has been referenced 22 in Figure 3.
  • the call transfer equipment 12 coacts with a means 23 which, in accordance with information activated by and stored in the subscriber's set 20 and/or said other private branch exchange 21 transfers the call to a subscriber's set and/or private branch exchange indicated by the means 23.
  • the call transfer equipment 12 shall transfer the call solely in accor- dance with information stored in the means 23.
  • the information contained in the means 23 shall only be capable of being inserted and stored from each sub ⁇ scriber's 20 and/or each private branch exchange 21.
  • This information may thus contain data concerning the number of calls that can be accepted hourly.
  • a telephone operator 10' employed in the private branch exchange 21 wishes to insert into the means 23 informa ⁇ tion to the effect that the exchange 21 is prepared to receive five calls per hour.
  • the telephone operator initiates a call to the means 23, by dialling a particular subscriber number.
  • a message is delivered con ⁇ cerning the call transfer service together with a com- mand to disclose an identification code, such as a four digit code, via tone-code signalling, via a voice gener ⁇ ating unit 25.
  • a message is sent, via units 25, to the effect that the correct code has been received and that the number of calls per hour specified in the information received can take place.
  • This information can be based on the system that "00” denotes the number of calls per hour that can be re ⁇ ceived, "01” denotes that one (1) call per hour can be received, and so on.
  • the unit 25 informs that inserted information is re ⁇ ceived and stored and the call is terminated.
  • the voice generating unit 25 When a call now arrives at the private branch exchange 2 from the subscriber's set 6 and all telephone operators are engaged, the voice generating unit 25 is activated and informs the subscriber's set 6 that "We are trying to connect you with free operator. Please wait”.
  • the call transfer equipment 12 then establishes a call connection with the private branch exchange 21. If a telephone operator is free in this exchange, the opera ⁇ tor is informed through the unit 25 that "a call is transferred from exchange 2 (the Swedish office)", whereafter the actual call transfer function is final- ized.
  • the subscriber's set 6 is in ⁇ formed through the unit 25 that "We are attempting to find a free operator, please wait" and the call transfer equipment 12 looks for a further call transfer possibil ⁇ ity, for instance the subscriber's set 20, which is now free.
  • the private branch exchange 2 of the illustrat ⁇ ed and described embodiment has internal means which decide when all available telephone operators 10 are engaged, and that these means control means in the telephone switchboard "A" for transferring calls to another telephone operator or the like, it will be understood that these means can be placed in the tele ⁇ phone switchboard "A".
  • the receiving unit 24 is connected to the voice generat ⁇ ing unit 25.
  • the means 23 includes equipment 26 having a memory in which available and inserted telephone numbers are stored, together with their capacity, and means for disclosing the capacity time-wise on respective tele ⁇ phone numbers.

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  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Telephonic Communication Services (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Sub-Exchange Stations And Push- Button Telephones (AREA)

Abstract

Un dispositif relève d'un équipement (12) permettant les transferts d'appels dans un système de télécommunications. Un appel dirigé vers un premier poste (9) est transféré par cet équipement vers un deuxième poste (20, 21) appartenant au même système. L'équipement (12) agit de concert avec un dispositif d'acheminement d'appels (23) mis à sa disposition par ce deuxième poste (21) après identification, en fonction de critères précis régissant les transferts d'appels vers ce deuxième poste (21), ce qui permet de faire intervenir ledit équipement de transfert d'appels (12) selon ces critères mémorisés par le dispositif d'acheminement d'appels (23).
PCT/SE1993/000210 1992-03-10 1993-03-10 Dispositif concernant un equipement de transfert d'appels WO1993018603A1 (fr)

Priority Applications (1)

Application Number Priority Date Filing Date Title
AU37718/93A AU3771893A (en) 1992-03-10 1993-03-10 Arrangement in a transfer call equipment

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
SE9200740A SE9200740D0 (sv) 1992-03-10 1992-03-10 Anordning vid en vidarekopplingsutrustning
SE9200740-0 1992-03-10

Publications (1)

Publication Number Publication Date
WO1993018603A1 true WO1993018603A1 (fr) 1993-09-16

Family

ID=20385579

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/SE1993/000210 WO1993018603A1 (fr) 1992-03-10 1993-03-10 Dispositif concernant un equipement de transfert d'appels

Country Status (2)

Country Link
SE (1) SE9200740D0 (fr)
WO (1) WO1993018603A1 (fr)

Cited By (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
RU2157594C2 (ru) * 1995-12-20 2000-10-10 Сонера Ойй Способ и система установки телефонных соединений
EP1480430A1 (fr) * 2003-05-22 2004-11-24 Avaya Technology Corp. Méthod pour réacheminer un appel à plusieurs numéros de téléphone

Citations (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
EP0216381A2 (fr) * 1985-09-25 1987-04-01 AT&T Corp. Renvoi d'appel arbitraire
EP0456128A2 (fr) * 1990-05-11 1991-11-13 Telenorma Gmbh Méthode pour détourner et renvoyer les appels dans des centraux téléphoniques

Patent Citations (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
EP0216381A2 (fr) * 1985-09-25 1987-04-01 AT&T Corp. Renvoi d'appel arbitraire
EP0456128A2 (fr) * 1990-05-11 1991-11-13 Telenorma Gmbh Méthode pour détourner et renvoyer les appels dans des centraux téléphoniques

Cited By (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
RU2157594C2 (ru) * 1995-12-20 2000-10-10 Сонера Ойй Способ и система установки телефонных соединений
EP1480430A1 (fr) * 2003-05-22 2004-11-24 Avaya Technology Corp. Méthod pour réacheminer un appel à plusieurs numéros de téléphone
EP1679872A3 (fr) * 2003-05-22 2006-07-26 Avaya Technology Corp. Méthod pour réacheminer un appell à plusieurs numéros de téléphone
EP1679870A3 (fr) * 2003-05-22 2006-07-26 Avaya Technology Corp. Méthod pour réacheminer un appell à plusieurs numéros de téléphone
EP1689154A3 (fr) * 2003-05-22 2006-08-16 Avaya Technology Corp. Méthode pour réacheminer un appel à plusieurs numéros de téléphone

Also Published As

Publication number Publication date
SE9200740D0 (sv) 1992-03-10

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