Automatic telephone call distribution apparatus and method for electronic switching system

• US 5,432,846 A
• Filed: 05/09/1994
• Issued: 07/11/1995
• Est. Priority Date: 07/19/1989
• Status: Expired due to Fees

• Current Assignee: Kabushiki Kaisha Toshiba (Toshiba Corporation), Toshiba Corporation
• Original Assignee: Kabushiki Kaisha Toshiba (Toshiba Corporation)
• Inventors: Norio, Masuoka
• Primary Examiner(s): Matar, Ahmad
• Application Number:
  US08/240,071
• Time in Patent Office: 428 Days
• Field of Search: 379/265, 379/266, 379/142, 379/210, 379/211, 379/212, 379/213, 379/214, 379/242
• US Class Current: 379/266.01
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04Q 3/64 Distributing or queueing

Abstract

The present invention discloses a switching system including a switch exchange coupled to a plurality of telephone lines and a plurality of telephone sets. When the exchange receives an incoming telephone call from the telephone line, it determines idle telephone sets which are able to respond to the incoming telephone call. If all the telephone sets are busy, the exchange holds the incoming telephone call. Then, the exchange detects the number of the held incoming telephone calls and compares the detected number with a predetermined number. If the detected number is more than the predetermined number, the exchange transmits alarm information to a predetermined telephone set to provide notification of the status of the held incoming telephone calls.

Claims

1. A switching system coupled to a plurality of telephone lines and a plurality of telephone sets, said switching system comprising:

a plurality of trunk circuits, each coupled to one of said telephone lines, for detecting an incoming call from said telephone lines and for outputting a detected trunk directory number corresponding to said detected incoming call;

a memory for storing a first table relating each of a plurality of trunk directory numbers to one of a plurality of group numbers, a second table relating each said group number to one or more directory numbers in a priority order, a third table relating each said directory number to one or more of said telephone sets, in-use status information for each of said telephone sets and each of said directory numbers, a detected number of incoming calls on hold for each said group, and a predetermined number of incoming calls on hold for each said group;

means, coupled to said trunk circuits and said memory, for determining called telephone sets using said detected trunk directory number and said first, second and third tables;

in-use status determining means for determining the in-use status of said called telephone sets as either busy or idle from said in-use status information;

means for performing an automatic call distribution when one or more of said called telephone sets is idle;

means for holding said detected incoming call when said called telephone sets are all busy;

means, responsive to said in-use status determining means, for incrementing the detected number of incoming calls on hold for the group corresponding to said detected trunk directory number when said called telephone sets are all busy;

comparing means for comparing said detected number of incoming calls on hold and said predetermined number of incoming calls on hold for said group corresponding to said detected trunk directory number; and

transmitting means, responsive to said comparing means, for transmitting alarm information to a predetermined telephone set when said detected number of incoming calls on hold exceeds said predetermined number of calls on hold thereby providing notification of a holding state of said held incoming telephone calls.

2. The system according to claim 1, wherein:

said memory further stores a fourth table relating each group number to detected trunk directory numbers having incoming calls on hold, said fourth table having a predetermined number of locations available for storing said detected trunk directory numbers; and

said means for holding comprises means for writing said detected trunk directory number in said fourth table if a location is available.

3. The system according to claim 2, said system further comprising:

location detecting means for detecting whether a location in said fourth table is available; and

means for outputting a busy tone over said telephone line if said location detecting means detects that no location in said fourth table is available.

4. The system according to claims 2, further comprising:

means for detecting on-hook of one of said telephone sets and a directory number of said one telephone set;

means, coupled to said memory, for automatically distributing an incoming call on hold to said one telephone set;

means for erasing from said fourth table the detected trunk directory number corresponding to said distributed incoming call; and

means for decrementing the detected number of incoming calls on hold corresponding to the group of said erased detected trunk directory number.

5. A switching system coupled to a plurality of telephone lines and a plurality of telephone sets, said switching system comprising:

a plurality of trunk circuits, each coupled to one of said telephone lines, for detecting an incoming call from said telephone lines and for outputting a detected trunk directory number corresponding to said detected incoming call;

a memory for storing a first table relating each of a plurality of trunk directory numbers to one of a plurality of group numbers, a second table relating each said group number to one or more directory numbers in a priority order, a third table relating each said directory number to one or more of said telephone sets, in-use status information for each of said telephone sets and each of said directory numbers, a detected number of incoming calls on hold for each said group, and a predetermined number of incoming calls on hold for each said group;

means, coupled said trunk circuits and to said memory, for determining called telephone sets using said detected trunk directory number and said first, second and third tables;

means for holding said detected incoming call when said called telephone sets are all busy;

means for incrementing the detected number of incoming calls on hold for the group corresponding to said detected trunk directory number when said called telephone sets are all busy;

comparing means for comparing said detected number of incoming calls on hold and said predetermined number of incoming calls on hold for said group corresponding to said detected trunk directory number; and

transmitting means, responsive to said comparing means, for transmitting alarm information to a predetermined telephone set when said detected number of incoming calls on hold exceeds said predetermined number of calls on hold thereby providing notification of a holding state of said held incoming telephone calls.

6. A method of operating a switching system coupled to a plurality of telephone lines, said method comprising the steps of:

detecting an incoming call from said telephone lines and for outputting a detected trunk directory number corresponding to said detected incoming call;

storing a first table relating each of a plurality of trunk directory numbers to one of a plurality of group numbers, a second table relating each said group number to one or more directory numbers in a priority order, a third table relating each said directory number to one or more of said telephone sets, in-use status information for each of said telephone sets and each of said directory numbers, a detected number of incoming calls on hold for each said group, and a predetermined number of incoming calls on hold for each said group;

determining called telephone sets using said detected trunk directory number and said first, second and third tables;

holding said detected incoming call when said called telephone sets are all busy;

incrementing the detected number of incoming calls on hold for the group corresponding to said detected trunk directory number when said called telephone sets are all busy;

comparing said detected number of incoming calls on hold and said predetermined number of incoming calls on hold for said group corresponding to said detected trunk directory number; and

transmitting alarm information to a predetermined telephone set when said detected number of incoming calls on hold exceeds said predetermined number of calls on hold thereby providing notification of a holding state of said held incoming telephone calls.

7. The method according to claim 6, further comprising the steps of:

determining the in-use status of said called telephone sets as either busy or idle from said in-use status information; and

performing an automatic call distribution when one or more of said called telephone sets is idle.

8. The method according to claim 7, further comprising the steps of:

storing a fourth table relating each group number to detected trunk directory numbers having incoming calls on hold, said fourth table having a predetermined number of locations available for storing said detected trunk directory numbers; and

writing said detected trunk directory number in said fourth table if a location is available.

9. The method according to claim 8, further comprising the steps of:

detecting whether a location in said fourth table is available; and

outputting a busy tone over said telephone line if it is detected that no location in said fourth table is available.

10. The method according to claim 8, further comprising the steps of:

detecting on-hook of one of said telephone sets and a directory number of said one telephone set;

distributing an incoming call on hold to said one telephone set;

erasing from said fourth table the detected trunk directory number corresponding to said distributed incoming call; and

decrementing the detected number of incoming calls on hold corresponding to the group of said erased detected trunk directory number.