PRIVATE BRANCH EXCHANGE

• US 20160255198A1
• Filed: 02/10/2016
• Published: 09/01/2016
• Est. Priority Date: 02/27/2015
• Status: Abandoned Application

• Current Assignee: Panasonic Intellectual Property Management Co., Ltd. (Panasonic Holdings Corporation)
• Original Assignee: Panasonic Intellectual Property Management Co., Ltd. (Panasonic Holdings Corporation)
• Inventors: Mizumoto, Masayuki, Kataoka, Makoto
• Application Number:
  US15/040,673
• Publication Number:
  US 20160255198A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: H04M 2203/551 Call history recording a computer conference H04L12/1831
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

A PBX causes an external line button of an incoming alert target terminal to flash on and off when there is an incoming alert from an external line. The PBX saves log data to a log data storage area of a memory in a case in which a non-answer monitoring time expires without an agent of the terminal pressing the external line button of terminal. Thereafter, the PBX extracts log data stored in log data storage area and transmits the log data to manager terminal in a case in which manager terminal indicates the acquisition of report information to the PBX.

Claims

1. A private branch exchange that transfers an incoming alert to a terminal, which an agent that performs a telephone call answering service operates, in a case in which there is an incoming alert from an external communication terminal, the private branch exchange comprising:

an incoming alert detection section that detects an incoming alert from an external line; and

a controller that determines an incoming alert target terminal in a case in which an incoming alert is detected, and saves log data to a memory for each agent on the basis of each incoming alert.

2. The private branch exchange according to claim 1,

wherein at least an incoming alert start time, an incoming alert end time, and an incoming alert result are stored in exchange system log data for each incoming alert target agent.

3. The private branch exchange according to claim 1,

wherein the controller saves the log data to the memory at a timing at which a predetermined non-answer monitoring time has expired after transferring the incoming alert to an incoming alert target terminal, and at a timing at which the corresponding incoming alert is ceased.

4. The private branch exchange according to claim 1,

wherein the controller determines a subsequent incoming alert target terminal when a call to a terminal to which an incoming alert was transferred times out as a result of a predetermined period of time elapsing.

5. A communication system comprising:

a plurality of terminals;

a private branch exchange that transfers an incoming alert to a terminal, which an agent that performs a telephone call answering service operates, in a case in which there is an incoming alert from an external communication terminal; and

a manager terminal,

wherein the private branch exchange is provided with

an incoming alert detection section that detects an incoming alert from an external line, and

a controller that determines an incoming alert target terminal in a case in which an incoming alert is detected, and saves log data to a memory for each agent on the basis of each incoming alert, and

wherein the private branch exchange extracts the log data and transmits the log data to the manger terminal in a case in which the manager terminal indicates the acquisition of report information to the private branch exchange.

6. The communication system according to claim 5,

wherein the plurality of terminals are provided with a button which displays that an incoming alert is transferred from the private branch exchange.

7. A communication method that uses a private branch exchange that transfers an incoming alert to a terminal, which an agent that performs a telephone call answering service operates, in a case in which there is an incoming alert from an external communication terminal,

wherein the private branch exchange

detects an incoming alert from an external line,

determines an incoming alert target terminal in a case in which an incoming alert is detected, and saves log data to a memory for each agent on the basis of each incoming alert.