Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
1998-08-04
2001-09-25
Smith, Creighton (Department: 2642)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S266070, C379S202010
Reexamination Certificate
active
06295352
ABSTRACT:
BACKGROUND OF THE INVENTION
1. Field of the Invention
The present invention relates to a switching system, particularly, a switching system having a so-called automatic call distribution function.
2. Description of the Related Art
There is a switching system having an ACD function (Automatic Call Distribution) among existing switching systems. According this ACD function, a call requested by one telephone number is received by an operator terminal capable of responding the call among plural operator terminals connected to the switching system. This ACD function is used for ticket sale and the like.
In order to provide a service of high quality by using the ACD function, there must be operators who can deal with requests and questions from service users correctly and promptly. In other words, in order to provide a service of high quality by using the ACD function, it is necessary to give training to (educate) operators so as to be skilled.
In order to bring up skilled operators, operators must have experience of dealing with users actually. However, a quality of service has deteriorate when an unskilled operator deals with users. In other words, it is not desirable to bring up operators by dealing with users actually.
SUMMARY OF THE INVENTION
Therefore, the present invention has an object to provide a switching system capable of providing a service using an ACD function while training operators.
To solve the above-described problems, a switching system of the present invention comprises (i) a switching unit, connected to plural main-operator terminals and to plural sub-operator terminals, for connecting a terminal in a public network and a main-operator terminal among the plural main-operator terminals and for making a condition in that information transmitted between two connected terminals including the terminal and the main-operator terminal can be listened with a sub-operator terminal among the plural sub-operator terminals, (ii) a main-operator terminal selection unit, when a call of a predetermined type is received by the switching unit, for selecting a responsible main-operator terminal among the plural main-operator terminals, (iii) a first control unit for controlling the switching unit in a manner that the main-operator terminal selected by the main-operator terminal selection unit receives the call, (iv) a sub-operator terminal selection unit, when the main-operator terminal receives the call with first control unit, for selecting a responsible sub-operator terminal among the plural operator terminals, and (v) a second control unit for controlling the switching unit in order to make a condition in that information transmitted through the call received by the main-operator terminal can be listened with the sub-operator terminal selected by the second terminal selection unit.
According to this switching system of the present invention, the operator of the sub-operator terminal can listen to the call between the operator of the main-operator terminal and a user (namely, an calling subscriber of an ACD), therefore, it is possible to educate operators speedily.
When the switching system of the present invention is carried out, the main-operator terminal selection unit means may select the main-operator terminal in order to carry out equaled distribution of calls for the plural main-operator terminals (in order to equalize a number of calls received by each main-operator terminal).
The sub-operator terminal selection unit may select the sub-operator terminal in order to equalize a number of selection for each sub-operator terminal.
The switching system may further comprise a correspondence terminal information keeping unit for keeping correspondence terminal information corresponding the plural main-operator terminals with the plural sub-operator terminals, respectively, and the sub-operator terminal selection unit may select a sub-operator terminal corresponded to the main-operator receiving the call based on the correspondence terminal information.
According the switching system of the present invention, operators to be educated (operators of the sub-operator terminals) can learn how to deal with subscribers after the example of a main-operator or more main-operators (operators of the main-operator terminals)
The switching system may further comprise a rewriting unit for rewriting said correspondence terminal information kept in the correspondence terminal information keeping unit in order to correspond a main-operator terminal to a sub-operator terminal specified in accordance with information specifying the sub-operator terminal, the information inputted from the main-operator terminal.
The switching system may further comprise a priority information keeping unit for keeping priority information determining orders of the plural sub-operator terminals, and the sub-operator terminal selection unit may select a sub-operator terminal to which a highest order of priority is given in accordance with the priority information kept in the priority information keeping unit, among responsible sub-operator terminals.
According to this switching system of the present invention, an operator of higher order of priority can listen the call between an main-operator and a user (a subscriber) with higher frequency.
The sub-operator terminal selection unit, when the first control unit detects that a predetermined operation is executed for the main-operator terminal receiving the call, selects a sub-operator terminal of a high order of priority.
In other words, a switching system may be structured, in which only when a main-operator is executed for the main-operator terminal, a sub-operator can listen a call between the main operator and a subscriber.
The sub-operator terminal selection unit, when detecting that a sub-operator terminal is specified for the main-operator terminal receiving the call, may select the specified sub-operator terminal.
The switching unit may also make a condition in that the call is connected among three parties including the terminal in the public network and the main-operator terminal between which the call is established, and the sub-operator terminal among the plural sub-operator terminals, and the second control unit may control the switching unit in order to make a condition in that the call is connected among three parties including the sub-operator terminal selected by the sub-operator terminal selection means, and the terminal in the public network and the main-operator terminal between which the call is established.
REFERENCES:
patent: 5155763 (1992-10-01), Bigus et al.
patent: 5396542 (1995-03-01), Alger et al.
patent: 5721770 (1998-02-01), Kohler
patent: 6047060 (2000-04-01), Fedorov et al.
patent: 6128380 (2000-10-01), Shaffer et al.
patent: 1-174184 (1989-07-01), None
patent: 6-105356 (1994-04-01), None
Maeda Yuji
Yamato Koji
Fujitsu Limited
Helfgott & Karas P.C.
Smith Creighton
Tieu Benny Q.
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