Panasonic S-ICX technical manual Basic Service Flow

Section 521 Built-In ACD Supervisor Guide

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.

Call Incoming

Setting of the ACD-tar-

geted call and ACD Call

No

Handling Program num-

ber is performed by pro-

ACD-targeted call?

See

gram setting 2101 to

Yes

Note

2124 and 2201 to 2224.

•

Type :CO (Exchange)

Wait for stop of

Read ACD Call Han-

line/AC15/

dling Program number

E&M Tie line

incoming call,

corresponding to target

•

Mode :Direct incom-

then disconnect.

CO (Exchange) line.

ing call/trans-

ferred

incoming call

Perform call distribu-

•

ACD Call Handling

Program number: 1

tion operation accord-

ing to ACD Call

Handling Program

Any program for the ACD

number.

Call Handling Program

number can be set by 4101

to 4104 using commands.

The built-in VM

corresponding

Call built-in VM

to VM number

according to specified

(1 to 4) can be

VM number.

set by program

setting 4201 to

4204.

Agent extension

Extension other

line of agent group

Built-In VM

than agent’s.

Disconnection

1, 2 or 3

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.

S-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000 3