JP5352991B2 - Exchange system and method, computer program therefor, and network system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To distinguish whether a sales person responds while obtaining change of the schedule of the sales person, and to rapidly respond to a communication request from a customer. <P>SOLUTION: A switch system 100 stores sales person identification information for identifying the sales person and sales area information for showing the sales area where the clerk takes charge of operation in association with each other, receives, from a sales person terminal carried by the sales person, sales person identification information together with response propriety information showing the propriety of response to the communication request from the outside, performs radio communications with the sales person terminal for storing the sales person identification information, detects the sales area where the sales person exists actually as present area information, extracts the sales area information associated with the received sales person identification information, and determines the connection propriety based on the matching of the detected present area information with the extracted sales area information and the contents of the response propriety information. <P>COPYRIGHT: (C)2009,JPO&amp;INPIT

Description

  The present invention relates to an exchange system and method for connecting communication via a telephone line to an assigned telephone set provided for each assigned area, a computer program for the exchange system, a person-in-charge terminal, and a network system.

In order to perform a smooth exchange operation, it is necessary to grasp the work situation of the salesperson. Currently, there are various proposals as a technique for appropriately grasping the situation of a salesperson who serves a customer and performing customer service efficiently (see, for example, Patent Document 1).
JP 2004-302886 A

  However, according to the related technology, if there is a schedule change, the person in charge contacts the exchange using the extension telephone each time. For this reason, there is a case where a communication failure due to a change in work schedule may occur, and the customer may not be able to perform a quick agency. In addition, there are problems that it takes time for the person in charge to take charge, and it is difficult or impossible to connect the telephone. Therefore, it may interfere with the exchange work for the customer.

  Further, according to the technique of Patent Document 1, when the person in charge clicks a button on the mobile terminal, customer service start information or customer service end information is transmitted to the server, and the service state of the person in charge is dynamically managed by the server. be able to. However, the technique of Patent Document 1 does not consider the schedule of the person in charge. Therefore, even if the technique of Patent Document 1 is applied to the exchange work as it is, the above-mentioned problems such as taking time for the person in charge cannot be solved if the schedule of the person in charge is changed.

  The present invention has been made in view of the above-described problems, and it is possible to quickly determine whether or not a person in charge can respond while grasping a change in the person's schedule and quickly perform exchange work. An exchange system and method, a computer program for the exchange system, a person-in-charge terminal, and a network system are provided.

According to the present invention, there is an exchange system for connecting communication via a telephone line to a responsible telephone provided for each responsible area,
A person-in-charge management means for storing the person-in-charge identification information for identifying the person in charge in association with the person-in-charge area information indicating the area in charge of the person in charge;
Status accepting means for accepting person identification information together with response availability information indicating whether or not a response to an external communication request can be made from a person in charge terminal carried by the person in charge;
An area detection means for performing wireless communication with a person-in-charge terminal storing person-in-charge identification information, and detecting a person-in-charge area where the person in charge is currently located as current area information;
An extraction means for extracting responsible area information associated with the received responsible person identification information;
A determination means for determining whether or not connection is possible based on the consistency between the detected current area information and the extracted assigned area information and the content of response availability information;
An exchange system is provided.

Moreover, according to the present invention,
An exchange system for connecting a portable terminal having a telephone function carried by each person in charge and a customer telephone requesting communication with the portable terminal,
A person-in-charge management means for storing the person-in-charge identification information for identifying the person in charge and the person-in-charge area information indicating the area in charge in which the person in charge is in charge of customer service;
Status accepting means for accepting response availability information indicating whether or not a response to the customer's telephone is possible together with the person-in-charge identification information from the mobile terminal;
An area detecting means for performing wireless communication with a portable terminal storing person-in-charge identification information and detecting a person-in-charge area where the person in charge is currently located as current area information;
An extraction means for extracting responsible area information associated with the received responsible person identification information;
A determination means for determining whether or not connection is possible based on the consistency between the detected current area information and the extracted assigned area information and the content of response availability information;
An exchange system is provided.

Further, according to the present invention, there is provided a method for connecting communication via a telephone line to a responsible telephone provided for each responsible area,
Storing the person identification information for identifying the person in charge in association with the person in charge area information indicating the area in charge of the person in charge of the work;
A step of accepting person identification information together with response availability information indicating whether or not a response to an external communication request can be made from a person in charge terminal carried by the person in charge;
Performing wireless communication with a person-in-charge terminal that stores person-in-charge identification information, and detecting a person-in-charge area where the person in charge is currently located as current area information;
Extracting responsible area information associated with the accepted person identification information;
Determining whether or not connection is possible based on the consistency between the detected current area information and the extracted assigned area information and the content of response availability information;
Is provided.

Further, according to the present invention, there is provided a computer program for an exchange system for connecting communication via a telephone line to a responsible telephone provided for each responsible area,
A person-in-charge management process for storing the person-in-charge identification information for identifying the person in charge in association with the person-in-charge area information indicating the person-in-charge area in charge of the work;
A situation reception process for receiving person-in-charge identification information together with response availability information indicating whether or not a response to an external communication request can be made from a person-in-charge terminal carried by the person in charge;
An area detection process for performing wireless communication with a person-in-charge terminal that stores person-in-charge identification information and detecting a person-in-charge area where the person in charge is currently located as current area information;
An extraction process for extracting responsible area information associated with the accepted person identification information;
A determination process for determining whether or not connection is possible based on the consistency between the detected current area information and the extracted assigned area information and the content of the response availability information;
A computer program for causing the exchange system to execute the program is provided.

Moreover, according to the present invention,
A person-in-charge terminal that wirelessly communicates with the exchange system described above,
A person-in-charge information storage means for storing person-in-charge identification information for identifying the person in charge;
A response availability notification means for notifying the switching system together with the person-in-charge identification information of the availability of a response to an external communication request;
A person-in-charge terminal is provided.

Moreover, according to the present invention,
A network system for connecting a responsible telephone provided for each responsible area, an exchange system for connecting communication via a telephone line to the responsible telephone, and a person-in-charge terminal for wireless communication with the exchange system,
The above contact person terminal
A person-in-charge information storage means for storing person-in-charge identification information for identifying the person in charge;
A response availability notification means for notifying the switching system together with the person-in-charge identification information of the availability of a response to an external communication request;
Have
The exchange system is
A person-in-charge management means for storing the person-in-charge identification information in association with the person-in-charge area information indicating the area in which the person in charge is in charge of business
Status accepting means for accepting person identification information together with response availability information indicating whether or not a response to an external communication request can be made from a person in charge terminal carried by the person in charge;
An area detection means for performing wireless communication with a person-in-charge terminal storing person-in-charge identification information, and detecting a person-in-charge area where the person in charge is currently located as current area information;
An extraction means for extracting responsible area information associated with the received responsible person identification information;
A determination means for determining whether or not connection is possible based on the consistency between the detected current area information and the extracted assigned area information and the content of response availability information;
A network system is provided.

  In addition, although the several process is described in order in the method of this invention, the order of the description does not limit the order which performs a several process. For this reason, when implementing the method of this invention, the order of the some process can be changed in the range which does not interfere in content.

  Further, the steps of the method of the present invention are not limited to being executed at different timings. For this reason, another process may occur during execution of a certain process, or a part or all of the execution timing of a certain process and the execution timing of another process may overlap.

  In addition, the exchange system according to the present invention can read a computer program and execute a corresponding process so that a CPU (Central Processing Unit), a ROM (Read Only Memory), a RAM (Random Access Memory), and an I / F (Interface). ) Hardware constructed by general-purpose devices such as units, dedicated logic circuits constructed to execute predetermined data processing, combinations thereof, and the like.

  In the present invention, causing the exchange system to execute various operations corresponding to the computer program also means causing the exchange system to control operations of various devices.

  For example, storing various data in the exchange system means that the CPU stores various data in an information storage medium such as an HDD (Hard Disc Drive) fixed to the exchange system, and is exchangeably loaded in the exchange system. The CPU may store various data with a CD drive in an information storage medium such as a CD-R (Compact Disc-Recordable).

  While grasping the change in the schedule of the person in charge, it is possible to quickly execute the exchange work by distinguishing whether the person in charge is available or not.

  Hereinafter, embodiments of the present invention will be described with reference to the drawings. In all the drawings, the same reference numerals are given to the same components, and the description will be omitted as appropriate.

  FIG. 2 is a schematic block diagram showing the network system of the present embodiment. As shown in FIG. 2, this network system includes an extension telephone 40 provided for each sales area, an exchange system 100 for connecting communication with the customer telephone 20 via the telephone line 1 to the extension telephone 40, and an exchange system. 100 and a salesperson terminal 50 that communicates wirelessly via LAN 2 are connected.

  FIG. 1 is a block diagram schematically showing the logical structure of the exchange system 100. The exchange system 100 is carried by a salesperson and a salesperson management unit 117 that stores salesperson identification information for identifying a salesperson and sales area information indicating a sales area in which the salesperson is in charge of customer service in association with each other. Wireless communication is performed with the status reception unit 109 that receives the salesperson identification information together with the response availability information indicating whether or not the response to the communication request from the customer telephone 20 can be received from the salesperson terminal 50 and the salesperson terminal 50 that stores the salesperson identification information. And an area detection unit 111 that detects a sales area where the salesperson is currently located as current area information.

  The exchange system 100 also includes an area status holding unit that holds current area information for each salesperson identification information and a response status holding unit that holds response availability information for each salesperson identification information. The area status holding unit and the response status holding unit are provided in the status holding unit 119.

  Further, the exchange system 100 extracts the sales area information associated with the salesperson identification information, the matching between the detected current area information and the extracted sales area information, the contents of the response availability information, And a determination unit 103 that determines whether connection is possible or not. Specifically, the exchange system 100 includes an area determination unit 125 that determines whether or not the detected current area information matches the received salesperson identification information, and connection availability information corresponding to the received salesperson identification information. A connection possibility determination unit 127 that determines whether connection is possible based on

  The exchange system 100 further includes a communication request receiving unit 113 that receives a communication request together with sales area identification information for identifying a sales area from the customer telephone 20 that requests communication with the extension telephone 40, and the extraction unit 129 includes a communication request When there is, the salesperson identification information associated with the received sales area identification information is extracted, and the determination unit 103 determines that the detected current area information is the sales area information corresponding to the extracted salesperson identification information and It is determined whether or not they match, and it is determined whether or not connection is possible based on response availability information corresponding to the extracted salesperson identification information. When it is determined that connection is possible, the received sales area identification information The extension telephone 40 provided in the specified sales area may be connected to the customer telephone 20 in communication.

  The exchange system 100 further includes a communication request notifying unit 114 that issues an alarm to notify the salesperson terminal 50 of a communication request from the customer telephone 20, and detects the detected current area information and the extracted sales area. When it is determined that the information does not match, the communication request notification unit 114 may send an alarm to notify the salesperson terminal 50 storing the extracted salesperson identification information of the communication request. Further, when it is determined that connection is impossible, the communication request notification unit 114 may send an alarm to notify the salesperson terminal 50 storing the extracted salesperson identification information of the communication request.

  Further, when the exchange system 100 receives connection permission information indicating that communication connection with the customer telephone 20 is permitted in response to the alarm, the exchange system 100 prepares for current area information corresponding to the received salesperson identification information. The extension telephone 40 and the customer telephone 20 in communication may be connected.

  Further, when the exchange system 100 does not accept connection permission information for permitting connection of communication with the customer telephone 20 in response to the alarm, the exchange system 100 may connect the exchange telephone 60 with communication with the customer telephone 20. Good.

  As shown in FIG. 2, the salesperson terminal 50 stores a salesperson information storage unit 201 that stores salesperson identification information for identifying a salesperson, and whether or not a response to a communication request from the customer telephone 20 can be made together with the salesperson identification information. A response availability notification unit 203 that notifies the exchange system 100.

  The salesperson terminal 50 further includes a communication request receiving unit 205 that receives the alarm from the exchange system 100, and the response availability notification unit 203 transmits response permission information indicating permission of a response in response to the alarm. Also good.

  The salesperson information storage unit 201 may be equipped with an RFID chip in which salesperson identification information is stored.

  Specifically, as shown in FIG. 1, the exchange system 100 includes a private branch exchange (hereinafter referred to as “PBX”) 101 connected to the LAN 2 and a CTI (Computer Telephony Integration) server 151 connected to the PBX 101. It is configured by connecting to each other via LAN2.

  As shown in FIG. 2, the exchange system 100 is connected to the exchange telephone 60 via the LAN 2. The exchange telephone 60 is also connected to the exchange terminal (not shown).

  As illustrated in FIG. 1, the CTI server 151 includes a determination unit 103, a storage unit 105, an output unit 107, a status reception unit 109, and an area detection unit 111. The CTI server 151 is connected to the line switch of the PBX 101 via a line trunk of the PBX 101 or the like. Accordingly, information on a telephone call received at the PBX 101 (for example, caller ID, external line number, etc.) can be notified from the PBX 101 to the CTI server 151, or the extension number of the connection destination or transfer destination can be instructed from the CTI server 151 to the PBX 101. it can.

  Further, the CTI server 151 can be connected via the LAN 2 to a terminal provided in the sales area or a mobile phone or PHS carried by a salesperson. The CTI server 151 also has a function of transmitting electronic mail to the terminal via the LAN 2.

  The PBX 101 is connected to a plurality of extension telephones 40. The extension telephone 40 is connected to the telephone line 1 via the PBX 101. The telephone line 1 is a public telephone network, that is, an outside line.

  The PBX 101 is connected to the telephone line 1 by the communication request receiving unit 113, notifies the CTI server 151 of incoming information from the customer telephone 20, and the connection unit 115 exchanges with the extension telephone 40 in accordance with an instruction from the CTI server 151. Connect to hand phone 60. The connection unit 115 can connect to the extension telephone 40 and the exchange telephone 60 to be connected by reading the telephone number to be connected from the storage unit 105 of the CTI server 151. When there is no vacant extension, an automatic voice response function (not shown) of the CTI server 151 is used to reproduce a delay announcement voice indicating that reception is delayed.

  The CTI server 151 has an automatic voice response function (not shown). The automatic voice function is a function of detecting a voice response or a customer menu selection (for example, push button pressing) in response to the incoming customer telephone 20. By using this automatic voice function to perform customer voice recognition, it is possible to accept sales area identification information or salesperson identification information together with a communication request. Sales area identification information or salesperson identification information may be received by pressing a push button in accordance with guidance guidance.

  The exchange telephone 60 is a telephone used by the exchange. The exchange telephone 60 is connected to the exchange terminal. The exchange telephone 60 is operated by each exchange person wearing a headset. As a result, the exchange can perform operations such as response, call, hold, and transfer to the customer telephone 20 via the CTI server 151 using the terminal.

  The CTI server 151 and the exchange terminal are so-called personal computers. A CPU is included as hardware that is the main component of the computer. The CPU has a bus line, ROM, RAM, HDD, FDD in which the FD can be exchanged, CD drive in which the CD-ROM is exchangeably loaded, keyboard, mouse, display, I / F unit, etc. Hardware is connected.

  The extension telephone 40 is provided for each sales area where the store 30 is divided. In addition, the customer telephone 20 requests communication with the extension telephone 40. The customer telephone 20 and the extension telephone 40 may be a telephone having a FAX function, a computer terminal having a telephone function, a mobile phone, or a PHS.

  The sales area can be set by arbitrarily classifying the store 30. For example, when the store 30 is a department store, it can be set to be divided into a shoe section, a women's clothes section, a men's clothes section, etc. Moreover, when the store 30 is a supermarket, it can be set to be classified into a meat department, a fish department, a confectionery department, etc. Further, when the store 30 is a hotel, it can be set separately for restaurants, the front, each floor of the guest room, etc. Further, the store 30 may be a complex store composed of an aggregate of a plurality of stores. In this case, the sales area may be set for each store, or each store may be further subdivided into sales regions. Each sales area is associated with information (sales area information) for identifying the sales area, and the storage area 105 manages the sales area information.

  The storage unit 105 includes a salesperson management unit 117, a situation holding unit 119, and an extension number storage unit 123. As shown in FIG. 3, the salesperson management unit 117 includes, as salesperson identification information for identifying a salesperson, a salesperson name and a salesperson ID, and sales area information indicating a sales area where the salesperson is in charge of customer service ( In FIG. 3, “sales area”) is stored in association with each other. For example, an employee number can be used as the salesperson ID. In the “sales area”, sales area information is stored.

  As shown in FIG. 5, the status holding unit 119 holds current area information (“current area” in FIG. 5) for each salesperson name and salesperson ID. Further, “current status” is held as response availability information. In the current situation, “1” is stored when the salesperson can respond to the customer telephone 20, and “0” is stored when the response is impossible.

  The status holding unit 119 further stores “attendance status” as entry / exit information. “1” is stored when going to work, and “0” is stored when not going to work (“going home”, “going out”, etc.). Although the entry / exit information will be described later, the area detection unit 111 is detected by wireless communication with the salesperson terminal 50. In addition, it can be used as a time recorder by associating the attendance status with time.

  As shown in FIG. 4, the extension number storage unit 123 stores sales area identification information (“sales area”) and the extension number of the extension telephone 40 provided for each sales area in association with each other. The connection unit 115 can read the extension telephone number of the extension telephone 40 provided in the sales area to be connected by referring to the extension number storage unit 123.

  The area detection unit 111 detects the presence / absence of a salesperson and the current position of the salesperson. For example, a reader / writer may be installed for each sales area, the salesperson may have the salesperson terminal 50, and the current position of each salesperson may be detected in real time. In such position detection, a PHS (Personal Handy-phone System) base station, a wireless LAN (Local Area Network) base station, or an ID issuer using infrared rays, and the area detection unit 111 perform wireless communication. It is carried out by doing.

  The salesperson terminal 50 of the present embodiment stores the salesperson ID in the salesperson information storage unit 201. The position of the salesperson terminal 50 can be detected by transmitting the salesperson ID to a PHS base station or a wireless LAN (Local Area Network) base station, or by detecting it by an ID issuer. . Therefore, the salesperson terminal 50 has a location management function of the salesperson who carries the salesperson terminal 50.

  Further, the salesperson terminal 50 includes a response availability notification unit 203 that notifies the exchange system 100 of the availability of a response to the customer telephone 20 together with the salesperson ID. The response availability notification unit 203 can have a button notification function, for example.

  The button notification function is a function for sending response availability information. Since the salesperson terminal 50 is provided with a button, the response availability information can be transmitted by pressing the button. For example, by providing a plurality of buttons, information indicating that response is possible (response permission information) and information indicating that response is not possible (response impossible information) may be transmitted separately. The state may be switched by pressing one button. That is, when the current status shown in FIG. 5 is response possible (“1”), when the button is pressed, it is recognized as response impossible information, and the current status is switched to response impossible “0”. On the other hand, when the current status is “response impossible” (“0”), when the button is pressed, it is recognized as response impossible information, and the current status is switched to response possible “1”).

  Furthermore, the salesperson terminal 50 may further include a communication request receiving unit 205 that receives an alarm from the exchange system 100 as a communication request notification from the customer telephone 20. The exchange system 100 issues an alarm to the salesperson terminal 50 as a communication request notification. The response availability notification unit 203 may transmit connection permission information indicating connection permission in response to the alarm. If the salesperson presses the button in response to this alarm, it may be transmitted as connection permission information. The alarm may emit a sound, may turn on a lamp, or may vibrate the salesperson terminal 50.

  The salesperson terminal 50 according to the present embodiment has an entry / exit management function in addition to the location management function and the button notification function described above. The location management function is a function for notifying the presence in the sales area. The salesperson terminal 50 sends the salesperson ID to the area detection unit 111 by wireless communication.

  The entrance / exit management function is a function that opens and closes the door in conjunction with electronic locking when only the salesperson managed by the salesperson management unit 117 approaches. For example, the attendance information of the salesperson can be managed by using this function at the entrance / exit dedicated to the salesperson. Suppose that the salesperson went to work when the door was opened in conjunction with the electronic lock, and the salesperson returned home when the door was opened without being interlocked with the electronic lock.

  Specifically, the entrance / exit management function is described. The area detecting unit 111 wirelessly communicates with the salesperson terminal 50 to detect entrance / exit information indicating the entrance / exit of the salesperson to the store 30, and the status holding unit 119. As shown in FIG. 5, the response status holding unit included in holds the detected entry / exit information (the attendance status in FIG. 5) in association with the salesperson ID. As described above, the entry / exit information is information such as “going to work” and information such as “returning home” or “going out”.

  Determination unit 103 includes an area determination unit 125, a connectability determination unit 127, and an extraction unit 129. The extraction unit 129 receives area identification information from the PBX 101 when there is a communication request from the customer telephone 20. With reference to the salesperson management unit 117, sales area information that matches the area identification information received from the data structure shown in FIG. 3 is read out, and a salesperson ID associated therewith is extracted.

  The area determination unit 125 refers to the status holding unit 119 and determines whether or not the current area information corresponding to the salesperson ID extracted from the data structure shown in FIG. 5 matches the area identification information received from the PBX 101. to decide. When it is determined that they match, the status holding unit 119 is referred again, and it is determined from the data structure shown in FIG. 5 whether the current status corresponding to the extracted salesperson ID is “1” or “0”. When it is “1”, it is determined that connection is possible, and when it is “0”, it is determined that connection is impossible. As described above, the result determined by the determination unit 103 may be displayed on the display of the exchange terminal by outputting via the output unit 107.

  The communication request notification unit 114 sends an alarm from the extension telephone 40 to the salesperson terminal 50 to notify the communication request. When the status accepting unit 109 accepts the response permission information in response to the alarm, the connection unit 115 and the extension telephone 40 provided in the current area information corresponding to the extracted salesperson ID and the customer telephone 20 in communication And may be connected. Further, when the response availability information is not accepted in response to the communication request, the connection unit 115 may connect the exchange telephone 60 and the customer telephone 20 in communication.

  The connection unit 115 can read the extension telephone corresponding to the area identification information from the extension number storage unit 123. Therefore, the customer telephone 20 and the extension telephone 40 can be connected.

  Each part of the exchange system 100 as described above is realized by using various kinds of hardware as necessary. However, it is realized by the function corresponding to the computer program in which the exchange system 100 is mounted. Such a computer program includes, for example, a salesperson management process for storing salesperson identification information for identifying a salesperson in association with sales area information indicating a sales area for which the salesperson is in charge of work, and a salesperson carrying it. Status reception processing for receiving salesperson identification information together with response availability information indicating whether or not a response to an external communication request can be made from a salesperson terminal, and wireless communication with a salesperson terminal storing salesperson identification information The area detection process for detecting the sales area where the salesperson is currently located as current area information, the extraction process for extracting the sales area information associated with the received salesperson identification information, and the detected current area information are extracted. The processing operation such as determination processing for determining whether connection is possible based on the matching with the sales area information and the contents of response availability information, etc. Stored in the information storage medium such as RAM as software to row.

  With the configuration as described above, a connection method by the exchange system 100 of the present embodiment will be described with reference to FIGS. FIG. 7 is a flowchart for explaining a connection method by the exchange system 100. The communication request receiving unit 113 receives the communication request together with the sales area ID for identifying the sales area from the customer telephone 20 (S101).

  When there is a communication request from the customer telephone 20, the communication request receiving unit 113 sends the communication request to the determination unit 103 together with the sales area ID. Then, the extraction unit 129 refers to the salesperson management unit 117 and extracts the salesperson ID of the salesperson in charge of the received sales area ID from the salesperson ID stored by the data structure shown in FIG. 3 (S103). ).

  The area determination unit 125 refers to the status holding unit 119 and determines whether or not the current area information corresponding to the extracted salesperson ID matches the received sales area ID (S105). When it is determined that they match (S105-Y), the connection availability determination unit 127 determines whether connection is possible based on the current situation corresponding to the extracted salesperson ID (S106).

  When it is determined that connection is possible (S106-Y), that is, when the “current status” shown in FIG. 5 is “1”, the determination unit 103 connects the connection between the customer telephone 20 and the extension telephone 40 to the PBX 101. Instruct. The connection unit 115 receives the instruction, reads the extension number corresponding to the sales area ID received by the communication request receiving unit 113 from the extension number storage unit 123, and communicates with the extension telephone 40 provided in the sales area requested for communication. The customer telephone 20 inside is connected (S113).

  On the other hand, when it is determined that the current area information corresponding to the extracted salesperson ID does not match the received sales area ID (S105-N), the determination unit 103 extracts the information from the communication request notification unit 114. The salesperson terminal 50 that stores the salesperson ID is instructed to send an alarm. The communication request notifying unit 114 receives the instruction and sends an alarm to the salesperson terminal 50 storing the extracted salesperson ID to notify the communication request (S107).

  When it is determined that connection is impossible (S106-N), that is, when the “current status” shown in FIG. 5 is “0”, the determination unit 103 extracts the communication request notification unit 114. The salesperson terminal 50 that stores the salesperson ID is instructed to send an alarm. The communication request notifying unit 114 receives the instruction and sends an alarm to the salesperson terminal 50 storing the extracted salesperson ID to notify the communication request (S107).

  In response to the notification, when the salesperson presses a button on the salesperson terminal 50, the response availability notification unit 203 transmits permission for connection. Thus, when the status receiving unit 109 receives the connection permission information (S109-Y), the CTI server 151 sends a communication instruction to the PBX 101, and the connecting unit 115 displays the current area information corresponding to the extracted salesperson ID. Is connected to the customer telephone 20 in communication (S113).

  On the other hand, the salesperson does not press the button on the salesperson terminal 50 when he / she is in customer service or cannot respond to the extension telephone 40. The PBX 101 can measure the elapsed time after the communication request by providing a clock function. When the connection permission information is not accepted even after a certain period of time has elapsed, the connection unit 115 connects the exchange telephone 60 and the extension telephone 40 in communication (S111). The terminal of the exchange records the communication contents between the exchange telephone 60 and the extension telephone 40. In this case, the exchange may input an outline of communication contents, or may be recorded as a voice file or a text file using a character conversion function. The communication content thus recorded may be transmitted by the CTI server 151 to a terminal provided in the sales area, or a portable terminal such as a PDA or a mobile phone carried by the salesperson.

  The salesperson management unit 117 stores the sales area information as a schedule table associated with time, and the area determination unit 125 corresponds to the time when the detected current area information receives the salesperson identification information. It may be determined whether or not it matches the sales area information.

  FIG. 6 is a diagram showing the data structure of the schedule table stored in the salesperson management unit 117. Since the schedule table is created for each salesperson, the salesperson name and the salesperson ID are stored as salesperson identification information. Information shown in “Sales Area” is sales area information. For example, a meeting is held in the meeting room A from 10 to 12:00 on Monday. In addition, from 12:00 to 13:00, lunch is taken in the cafeteria. In addition, from 13:00 to 17:00, customer service is performed at the sales floor A. Thus, the sales area can be not only an area where business is performed, but also an area (conference room A, cafeteria, break room, etc.) used only by the sales staff possessed by the store 30.

  When the salesperson management unit 117 stores the schedule table shown in FIG. 6, the exchange system 100 operates by modifying it as follows. In FIG. 7, when a communication request is received from the customer telephone 20 (S101), the extraction unit 129 extracts sales area information corresponding to the time when the communication request is received and a salesperson ID (S103). The area determination unit 125 determines whether or not the current area information corresponding to the extracted salesperson ID matches the received sales area information (S105). Other operations are the same as those described above.

  The area detection unit 111 wirelessly communicates with the salesperson terminal 50 to detect entrance / exit information indicating the entrance / exit of the salesperson into the store 30 (or sales area), and holds the response status provided in the status holding unit 119 The unit may hold the detected entry / exit information in association with the seller identification information. In this case, the connection unit 115 may connect the exchange telephone 60 and the customer telephone 20 in communication when the salesperson who has received the communication request has left.

  Specifically, the response status holding unit included in the status holding unit 119 holds the detected entry / exit information in association with the salesperson ID, as shown in FIG. In this case, referring to FIG. 5 in S105 of FIG. 7, “0” is stored in “Attendance Status”. The current area information is displayed as “going home (or going out)” corresponding to the attendance status. If the area determination unit 125 detects this, it does not proceed to S107. That is, no alarm is transmitted to the salesperson terminal 50. The area determination unit 125 proceeds directly from S105 to S111, and instructs the PBX 101 to connect to the exchange telephone 60. By doing so, the connection unit 115 connects the customer telephone set 20 and the exchange telephone set 60 when the salesperson who has accepted the communication request has left.

  The output unit 107 may output the current area information for each held salesperson identification information shown in FIG. 5 and the response availability information for each held salesperson identification information in association with the schedule table. For example, the schedule table of each salesperson can be displayed on the display of the exchange terminal. As a result, the exchanger can easily perform the exchange work by grasping the salesperson's schedule and work status in real time. Further, a salesperson's schedule table may be displayed on each terminal in the sales area. In this way, each salesperson can register the schedule, change it, and update it.

  Next, the effect of the present embodiment will be described with reference to FIG.

  According to the system of the present embodiment, wireless sales communication with the salesperson terminal 50 is performed, the sales area where the salesperson is actually located is detected, and the sales area information associated with the received salesperson identification information is extracted. Thus, it is possible to determine whether or not connection is possible based on the matching between the detected current area information and the extracted sales area information and the contents of the response availability information. Therefore, it is possible to confirm that the salesperson exists at the planned position and to know that the salesperson can respond. Therefore, it becomes possible to perform the exchange work quickly.

  Further, according to the system of the present embodiment, when there is a communication request from the customer telephone 20, the salesperson identification information associated with the received sales area identification information is extracted, and the determination unit 103 detects the detected current It is determined whether the area information matches the sales area information corresponding to the extracted salesperson identification information, and whether or not connection is possible based on the response availability information corresponding to the extracted salesperson identification information. Judgment can be made. Therefore, it is possible to confirm that the salesperson exists at the planned position and to know that the salesperson can respond. Therefore, it becomes possible to respond quickly to communication requests from customers.

  Further, according to the system of the present embodiment, when it is determined that the detected current area information does not match the extracted sales area information, the communication request notification unit 114 extracts the extracted salesperson identification information. An alarm can be transmitted to the salesperson terminal 50 that stores. In addition, for example, when it is determined that a response is impossible due to the fact that the customer is in service and it is determined that the connection is impossible, an alarm can be transmitted to the salesperson terminal 50. Therefore, the salesperson can know that there is a communication request from the customer telephone 20 even when the salesperson is not in charge of the sales area or during customer service.

  In addition, the salesperson can notify the permission of connection using the salesperson terminal 50 according to the alarm. In the exchange system 100, in response to the notification, the connection unit 115 connects the extension telephone 40 provided in the current area information corresponding to the extracted salesperson identification information and the customer telephone in communication. Therefore, even if the customer is not in the area or is in the customer service, the salesperson can respond to a telephone call from the customer if it is determined that the response is possible.

  On the other hand, when the connection permission information is not accepted in response to the alarm, the connection unit 115 connects the exchange telephone 60 to communication with the customer telephone 20. Therefore, it is possible to notify the customer that the salesperson to be connected cannot respond. Therefore, even if the salesperson is not available at the customer telephone 20, it is possible to respond quickly. On the other hand, the salesperson can inquire of the exchange telephone 60 about the requirements after the business is completed. When the salesperson carries a mobile terminal equipped with the salesperson terminal 50, the exchange may use the terminal to transmit the communication content to the salesperson's mobile terminal by e-mail.

  Further, according to the exchange system 100 of the present embodiment, the sales area information is stored as a schedule table associated with time, and the detected current area information corresponds to the time when the salesperson identification information is received. It can be determined whether or not it matches the area information. Therefore, the salesperson's schedule can be managed in units of time.

  Further, according to the exchange system 100 of the present embodiment, the entry / exit information of the salesperson to the store 30 (or sales area) is detected, and the detected entry / exit information is associated with the salesperson identification information and held. Can do. Therefore, when the salesperson who has received the communication request has left, the customer telephone 20 and the exchange telephone 60 can be connected to respond quickly to the customer. Also, the sales staff can be managed by outputting the stored entry / exit information.

  The present invention is not limited to the present embodiment, and various modifications are allowed without departing from the scope of the present invention.

  For example, the following modifications are possible. An exchange system 100 shown in FIG. 1 connects a portable terminal (not shown) having a telephone function carried by each salesperson and a customer telephone 20 that requests communication with the portable terminal. In this modification, since the mobile terminal is provided, the extension telephone 40 and the salesperson terminal 50 are not provided. The salesperson management unit 117 stores salesperson identification information for identifying a salesperson and sales area information indicating a sales area in which the salesperson is in charge of customer service in association with each other. The situation accepting unit 109 accepts response availability information indicating whether or not a response to the customer telephone 20 can be accepted together with the salesperson identification information from the mobile terminal. The area detection unit 111 performs wireless communication with a mobile terminal that stores salesperson identification information, and detects a sales area where the salesperson is currently located as current area information. The extraction unit 129 extracts sales area information associated with the received salesperson identification information. The determination unit 103 determines whether or not the connection is possible based on the matching between the detected current area information and the extracted sales area information and the contents of the response availability information.

  In the exchange system 100 according to the modified example, the communication request receiving unit 113 receives a communication request together with salesperson identification information. When the salesperson identification information received from the customer telephone 20 is stored, the determination unit 103 determines whether or not the corresponding current area information matches the sales area information corresponding to the received salesperson identification information. At the same time, it is determined whether or not connection is possible based on the response availability information corresponding to the received salesperson identification information. When it is determined that the connection is possible, the connection unit 115 connects the mobile terminal corresponding to the received salesperson identification information and the customer telephone 20 in communication. Therefore, the salesperson can immediately answer the customer telephone 20 by the mobile phone without moving to the place where the extension telephone is located. Therefore, it becomes possible to respond quickly by telephone from the customer.

  In the present embodiment, each part of the exchange system is logically realized as various functions by a computer program. However, each of these units can be formed as unique hardware, or can be realized as a combination of software and hardware.

  The LAN 2 only needs to be able to mediate data communication, and may be wired, wireless, or a combination thereof. Further, NGN (Next Generation Network) which is the Internet or the next generation Internet may be used.

  Further, the extension telephone 40 may be individually owned by a salesperson as a mobile phone or a PHS. Furthermore, the structure provided with the salesperson terminal 50 in a mobile telephone or PHS may be employ | adopted. By doing so, the salesperson can respond to the customer more quickly. In addition, an e-mail can be received from the CTI server 151.

  Needless to say, the above-described embodiment and a plurality of modifications can be combined within a range in which the contents do not conflict with each other. Further, in the above-described embodiments and modifications, the structure of each part has been specifically described, but the structure and the like can be changed in various ways within a range that satisfies the present invention. Specifically, although the functions of the PBX 101 and the CTI server 151 have been described separately in the present embodiment, the PBX 101 may have the functions provided by the CTI server 151, or the functions provided by the PBX 101 may be provided by the CTI server 151. May have. Further, a computer terminal may be connected via the LAN 2 separately from the PBX 101 and the CTI server 151, and the computer terminal may be provided with a part of the configuration provided in the PBX 101 and the CTI server 151.

In the present embodiment, the exchange work in the store 30 has been described as an example. However, the present invention can also be applied to exchange work in an exchange work center that integrates and centrally manages branches such as stores, banks, or administrative institutions. In this modification, the exchange system 100 is provided in an exchange business center and is connected to a telephone (for example, an IP (Internet phone) telephone) provided in each branch via a telephone line. The telephone provided in each branch functions as the extension telephone 40 of the present embodiment. The exchange telephone 60 is connected to the exchange system 100 via the LAN 2 in the exchange business center.
<Appendix>
[Invention 1]
An exchange system for connecting communication via a telephone line to a responsible telephone provided for each responsible area,
Person-in-charge management means for storing the person-in-charge identification information for identifying the person in charge and the person-in-charge area information indicating the person-in-charge area in which the person in charge is in charge of work;
From the person-in-charge terminal carried by the person in charge, a situation accepting unit that accepts the person-in-charge identification information together with response availability information indicating whether or not a response to an external communication request can be made,
An area detecting means for performing wireless communication with the person-in-charge terminal storing the person-in-charge identification information, and detecting the area in charge of the person in charge as current area information;
Extraction means for extracting the area-in-charge information associated with the person-in-charge identification information received;
A determination means for determining whether or not connection is possible based on matching between the detected current area information and the extracted assigned area information and the content of the response availability information;
Having an exchange system.
[Invention 2]
Communication request receiving means for receiving a communication request together with assigned area identification information for identifying the assigned area from a customer telephone requesting communication with the assigned telephone.
The extraction means extracts the person identification information associated with the received area identification information received when the communication request is made,
The determination means determines whether or not the detected current area information matches the assigned area information corresponding to the extracted responsible person identification information, and corresponds to the extracted assigned person identification information Determining whether connection is possible based on the response availability information
When it is determined that connection is possible, the charge telephone provided in the charge area specified by the extracted charge area identification information is connected to the customer telephone in communication. The exchange system described.
[Invention 3]
A communication request notifying means for notifying the communication terminal of the communication request;
When it is determined that the detected current area information and the extracted assigned area information do not match, the communication request notifying means stores the extracted assigned person identification information in the assigned person terminal. The exchange system according to claim 2, wherein the communication request is notified.
[Invention 4]
A communication request notifying means for notifying the communication terminal of the communication request;
The communication request notifying unit notifies the communication request to the person-in-charge terminal that stores the received person-in-charge identification information when it is determined that connection is impossible. Exchange system.
[Invention 5]
In response to the notification, when accepting connection permission information indicating that the communication connection is permitted, communicating with the assigned telephone set provided in the current area information corresponding to the extracted assigned person identification information The switching system according to claim 4, wherein the customer telephone is connected.
[Invention 6]
5. The exchange system according to claim 4, wherein the communication is connected to the telephone of the exchange when the connection permission information permitting the connection of the communication is not accepted in response to the notification.
[Invention 7]
The person-in-charge management means stores the area-in-charge information as a schedule table associated with time,
The determination means determines whether or not the detected current area information matches the assigned area information corresponding to a time when the assigned person identification information is received. An exchange system according to any one of the above.
[Invention 8]
Area status holding means for holding the current area information for each person identification information;
Response status holding means for holding the response availability information for each person in charge identification information;
Further comprising
It further comprises output means for outputting the current area information for each held person identification information and the response availability information for each held person identification information in association with the schedule table. The exchange system according to claim 7.
[Invention 9]
The area detection means wirelessly communicates with the person-in-charge terminal, detects entry / exit information indicating entry / exit of the person in charge into the area in charge,
The switching system according to any one of claims 1 to 8, wherein the detected entry / exit information is stored in association with the person-in-charge identification information.
[Invention 10]
10. The exchange system according to claim 9, wherein when the person in charge who has accepted the communication request has left, the communication is connected to the telephone of the exchange.
[Invention 11]
An exchange system for connecting a portable terminal having a telephone function carried by each person in charge and a customer telephone requesting communication with the portable terminal,
Person-in-charge management means for storing the person-in-charge identification information for identifying the person in charge and the person-in-charge area information indicating the area in charge in which the person in charge is in charge of customer service,
Status accepting means for accepting response availability information indicating whether or not a response to the customer telephone is possible together with the person-in-charge identification information from the mobile terminal;
Area detecting means for performing wireless communication with the portable terminal storing the person-in-charge identification information, and detecting the person-in-charge area where the person in charge is currently located as current area information;
Extraction means for extracting the area-in-charge information associated with the person-in-charge identification information received;
An exchange system comprising: a determination unit that determines whether or not connection is possible based on matching between the detected current area information and the extracted assigned area information and the content of the response availability information.
[Invention 12]
A communication request receiving means for receiving a communication request together with the person-in-charge identification information;
When the person-in-charge identification information received from the customer telephone is stored, the determination means determines whether the corresponding current area information matches the person-in-charge area information corresponding to the received person-in-charge identification information. And determining whether connection is possible based on the response availability information corresponding to the received person identification information received,
12. The exchange system according to claim 11, wherein when it is determined that connection is possible, the portable terminal corresponding to the received person-in-charge identification information is connected to the customer telephone in communication.
[Invention 13]
A method of connecting communication via a telephone line to a telephone set provided for each area,
Storing the person-in-charge identification information for identifying the person in charge in association with the person-in-charge area information indicating the area in charge in which the person in charge is in charge of work;
Receiving from the person-in-charge terminal carried by the person in charge the person-in-charge identification information together with response availability information indicating whether or not a response to an external communication request can be made;
Performing wireless communication with the person-in-charge terminal storing the person-in-charge identification information, and detecting the area in charge of the person in charge as current area information;
Extracting the assigned area information associated with the received assigned person identification information;
Determining whether or not connection is possible based on matching between the detected current area information and the extracted assigned area information, and the content of the response availability information;
Including methods.
[Invention 14]
A computer program for an exchange system for connecting communication via a telephone line to a responsible telephone provided for each responsible area,
A person-in-charge management process for storing the person-in-charge identification information for identifying the person in charge in association with the person-in-charge area information indicating the person-in-charge area in which the person in charge is in charge of work;
From the person-in-charge terminal carried by the person in charge, a situation reception process for receiving the person-in-charge identification information together with response availability information indicating whether or not a response to an external communication request can be made,
An area detection process for performing wireless communication with the person-in-charge terminal that stores the person-in-charge identification information, and detecting the area in charge that the person in charge is currently located as current area information;
An extraction process for extracting the assigned area information associated with the accepted person identification information;
A determination process for determining whether or not connection is possible based on matching between the detected current area information and the extracted assigned area information and the content of the response availability information;
A computer program for causing the exchange system to execute.
[Invention 15]
A person-in-charge terminal that wirelessly communicates with the exchange system according to any one of inventions 1 to 12,
A person-in-charge information storage means for storing person-in-charge identification information for identifying the person in charge;
A response availability notification means for notifying the exchange system together with the person-in-charge identification information of the availability of a response to an external communication request;
A person in charge terminal.
[Invention 16]
Further comprising communication request accepting means for accepting notification of the communication request from the exchange system;
The person-in-charge terminal according to claim 15, wherein the response availability notification unit transmits response permission information indicating permission of the response in response to the notification.
[Invention 17]
The person-in-charge terminal according to claim 15 or 16, wherein the person-in-charge information storage means is equipped with an RFID chip in which the person-in-charge identification information is stored.
[Invention 18]
A network system for connecting a responsible telephone provided for each responsible area, an exchange system that connects communication via a telephone line to the responsible telephone, and a person-in-charge terminal that communicates wirelessly with the exchange system,
The person-in-charge terminal is
A person-in-charge information storage means for storing person-in-charge identification information for identifying the person in charge;
A response availability notification means for notifying the exchange system together with the person-in-charge identification information of the availability of a response to an external communication request;
Have
The exchange system is
A person-in-charge management means for storing the person-in-charge identification information in association with the person-in-charge area information indicating the area in charge for which the person in charge is in charge of work;
From the person-in-charge terminal carried by the person in charge, status accepting means for accepting the person-in-charge identification information together with response availability information indicating whether or not a response to an external communication request can be made,
An area detecting means for performing wireless communication with the person-in-charge terminal storing the person-in-charge identification information, and detecting the area in charge of the person in charge as current area information;
Extraction means for extracting the area-in-charge information associated with the person-in-charge identification information received;
A determination means for determining whether or not connection is possible based on matching between the detected current area information and the extracted assigned area information and the content of the response availability information;
A network system.

It is a block diagram which shows typically the logical structure of the switching system of this Embodiment. It is a typical block diagram which shows the network system of this Embodiment. It is an example of the data structure of the salesperson management part of this Embodiment. It is an example of the data structure of the extension number memory | storage part of this Embodiment. It is an example of the data structure of the condition holding part of this Embodiment. It is an example of the data structure of the salesperson management part of this Embodiment. It is a flowchart explaining the connection method of the exchange system of this Embodiment.

Explanation of symbols

1 Telephone line 2 LAN
DESCRIPTION OF SYMBOLS 10 Switch system 20 Customer telephone 30 Store 40 Extension telephone 50 Salesperson terminal 60 Switch telephone 100 Exchange system 101 PBX
103 determination unit 105 storage unit 107 output unit 109 status reception unit 111 area detection unit 113 communication request reception unit 114 communication request notification unit 115 connection unit 117 salesperson management unit 119 status holding unit 123 extension number storage unit 125 area determination unit 127 connection Availability determination unit 129 Extraction unit 151 CTI server 201 Salesperson information storage unit 203 Response availability notification unit 205 Communication request reception unit

Claims (12)

An exchange system for connecting communication via a telephone line to a responsible telephone provided for each responsible area,
Person-in-charge management means for storing the person-in-charge identification information for identifying the person in charge and the person-in-charge area information indicating the person-in-charge area in which the person in charge is in charge of work;
Communication request receiving means for receiving a communication request together with assigned area identification information for identifying the first assigned area to be communicated from a customer telephone requesting communication with the assigned telephone;
An extraction means for searching the person-in-charge management means and extracting the person-in-charge identification information associated with the first charge area;
From the person-in-charge terminal carried by the person in charge, a situation accepting unit that accepts the person-in-charge identification information together with response availability information indicating whether or not a response to an external communication request can be made,
An area detecting means for performing wireless communication with the person-in-charge terminal storing the person-in-charge identification information, and detecting the area in charge of the person in charge as current area information;
It is determined whether the person in charge identified by the person-in-charge identification information extracted by the extraction means using the response availability information can respond, and the person in charge uses the current area information to determine whether the person in charge A judging means for judging whether or not it is located in one responsible area;
If the determination means determines that the person in charge is able to respond and is located in the first charge area, a connection for connecting the customer telephone and the charge telephone provided in the first charge area Means,
Having an exchange system.   Communication request notification means for notifying the communication request to the person-in-charge terminal carried by the person in charge when the determination means determines that the person in charge cannot respond or is not located in the first person-in-charge area. The exchange system according to claim 1, further comprising: The determination means determines that the person in charge is not located in the first area in charge, and the communication request notification means notifies the communication request to the person in charge terminal, and then permits communication connection from the person in charge terminal. When accepting connection permission information indicating that
3. The exchange system according to claim 2, wherein the connection means connects the telephone in charge provided in the area in charge where the person in charge specified by the current area information is located and the customer telephone.   3. The exchange system according to claim 2, wherein the communication is connected to a telephone of an exchange when the connection permission information permitting the connection of the communication is not accepted in response to the notification. The person in charge of the area in charge varies according to time,
The person-in-charge management means stores a schedule table in which the person-in-charge identification information, the person-in-charge area in which the person-in-charge is in charge of work, and the time in which the person-in-charge is in charge of work in the area in charge are associated with each other.
The extraction unit extracts the person-in-charge identification information associated with the first assigned area and the time when the communication request receiving unit receives the communication request using the schedule table. 5. The exchange system according to any one of 4 to 4. Area status holding means for holding the current area information for each person identification information;
Response status holding means for holding the response availability information for each person in charge identification information;
Further comprising
It further comprises output means for outputting the current area information for each held person identification information and the response availability information for each held person identification information in association with the schedule table. The exchange system according to claim 5. The area detection means wirelessly communicates with the person-in-charge terminal, detects entry / exit information indicating entry / exit of the person in charge into the area in charge,
7. The exchange system according to claim 1, wherein the detected entry / exit information is held in association with the person-in-charge identification information. A method of connecting communication via a telephone line to a telephone set provided for each area,
Computer
There is provided a person-in-charge management means for storing person-in-charge identification information for identifying a person in charge and association area information indicating the area in charge for which the person in charge is in charge of work,
A communication request receiving step of receiving a communication request together with assigned area identification information for identifying the first assigned area to be communicated from a customer telephone requesting communication with the assigned telephone;
An extraction step of searching the person-in-charge management means and extracting the person-in-charge identification information associated with the first person-in-charge area;
A situation accepting step of accepting the person-in-charge identification information together with response availability information indicating whether or not a response to an external communication request can be made from a person-in-charge terminal carried by the person in charge;
An area detection step of performing wireless communication with the person-in-charge terminal storing the person-in-charge identification information, and detecting the area in charge of the person in charge as current area information;
It is determined whether the person in charge identified by the person-in-charge identification information extracted in the extraction step using the response availability information can respond, and the person in charge uses the current area information to determine whether the person in charge A determination step for determining whether or not the user is located in one area in charge;
If the determination step determines that the person in charge is capable of responding and is located in the first charge area, a connection for connecting the customer telephone and the charge telephone provided in the first charge area Steps,
How to run. In order to connect the communication via the telephone line to the telephone set in each area,
Computer
Person-in-charge management means for associating and storing person-in-charge identification information for identifying a person in charge and person-in-charge area information indicating the person-in-charge area in which the person in charge is in charge of work;
Communication request receiving means for receiving a communication request together with assigned area identification information for identifying the first assigned area to be communicated from a customer telephone requesting communication with the assigned telephone;
An extraction means for searching the person-in-charge management means and extracting the person-in-charge identification information associated with the first charge area;
Status accepting means for accepting the person in charge identification information together with response availability information indicating whether or not a response to an external communication request can be made from a person in charge terminal carried by the person in charge.
Area detecting means for performing wireless communication with the person-in-charge terminal storing the person-in-charge identification information, and detecting the area in charge of the person in charge as current area information;
It is determined whether the person in charge identified by the person-in-charge identification information extracted by the extraction means using the response availability information can respond, and the person in charge uses the current area information to determine whether the person in charge A judging means for judging whether or not it is located in one responsible area;
If the determination means determines that the person in charge is able to respond and is located in the first charge area, a connection for connecting the customer telephone and the charge telephone provided in the first charge area means,
Computer program to function as. An exchange system according to any one of claims 1 to 7, and a person- in- charge terminal that performs wireless communication with the exchange system,
The person-in-charge terminal is
A person-in-charge information storage means for storing person-in-charge identification information for identifying the person in charge;
A response availability notification means for notifying the exchange system together with the person-in-charge identification information of the availability of a response to an external communication request;
A network system. The exchange system is an exchange system for connecting communication via a telephone line to a responsible telephone provided for each responsible area,
Person-in-charge management means for storing the person-in-charge identification information for identifying the person in charge and the person-in-charge area information indicating the person-in-charge area in which the person in charge is in charge of work;
Communication request receiving means for receiving a communication request together with assigned area identification information for identifying the first assigned area to be communicated from a customer telephone requesting communication with the assigned telephone;
An extraction means for searching the person-in-charge management means and extracting the person-in-charge identification information associated with the first charge area;
From the person-in-charge terminal carried by the person in charge, a situation accepting unit that accepts the person-in-charge identification information together with response availability information indicating whether or not a response to an external communication request can be made,
An area detecting means for performing wireless communication with the person-in-charge terminal storing the person-in-charge identification information, and detecting the area in charge of the person in charge as current area information;
It is determined whether the person in charge identified by the person-in-charge identification information extracted by the extraction means using the response availability information can respond, and the person in charge uses the current area information to determine whether the person in charge A judging means for judging whether or not it is located in one responsible area;
If the determination means determines that the person in charge is able to respond and is located in the first charge area, a connection for connecting the customer telephone and the charge telephone provided in the first charge area Means,
Communication request notification means for notifying the communication request to the person-in-charge terminal carried by the person in charge when the determination means determines that the person in charge cannot respond or is not located in the first person-in-charge area. And
The person-in-charge terminal is
Further comprising communication request accepting means for accepting notification of the communication request from the exchange system;
The network system according to claim 10 , wherein the response availability notification means transmits response permission information indicating permission of the response in response to the notification. The network system according to claim 10 or 11 , wherein the person-in-charge information storage means is equipped with an RFID chip in which the person-in-charge identification information is stored.

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