Section 521 Built-In ACD Supervisor Guide
S-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000 3
Basic Service Flow

The following chart shows the basic flow of ACD services.

Commands can be used to set any call distribution operation in the ACD Call

Handling Program.

At initial start-up of ACD, programming is performed automatically using

default sample programs.

Figure 2.

See
No
Setting of the ACD-tar-
geted call and ACD Call
Handling Program num-
ber is performed by pro-
gram setting 2101 to
2124 and 2201 to 2224.
• Type :CO (Exchange)
line/AC15/
E&M Tie line
• Mode:Direct incom-
ing call/trans-
ferred
incoming call
• ACD Call Handling
Program number: 1
Yes
Agent extension
line of agent group
1, 2 or 3
Any program for the ACD
Call Handling Program
number can be set by 4101
to 4104 using commands.
Read ACD Call Han-
dling Program number
corresponding to target
CO (Exchange) line.
Call Incoming
Wait for stop of
incoming call,
then disconnect.
Perform call distribu-
tion operation accord-
ing to ACD Call
Handling Program
number.
Call built-in VM
according to specified
VM number.
ACD-targeted call?
Note
The built-in VM
corresponding
to VM number
(1 to 4) can be
set by program
setting 4201 to
4204.
Built-In VM Disconnection

Note:

• If there is a transferred incoming call (incoming call type either CO

(Exchange) line or AC15/E&M Tie line) during an extension line

incoming call, this is considered as an ACD-targeted call.

Extension other
than agent’s.