Automatic Call Distribution

Program 10-4 – ACD/ISDN/Tandem Parameters

Program 10-4 – ACD/ISDN/Tandem Parameters

Initialized Default: LEDs 12 and 14 are On

✱￿ ✱￿￿ ￿ ✱￿￿

✱￿￿

￿

6SNU

￿

￿

+ROG

￿

6SNU

￿

 

 

 

 

+ROG

￿

6SNU

￿

￿

+ROG

￿

6SNU

￿

￿

+ROG

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

SELECT = 4

 

 

 

 

 

 

 

 

Light Button/LEDs as defined by the table below. If

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

the X column is checked, the LED should be On.

Button/

X

LED On

LED Off

LED

 

 

 

 

 

 

 

04

All Agents Unavailable Route: Per Prog. 14-5 (Overflow

All Agents Unavailable Route: Per Prog. 14-6 (After Shift

Point Destination)

Destination)

 

 

 

 

03

Agent receives Supervisor Monitor Tone/LCD display

Agent does not receive Supervisor Monitor Tone/LCD

when being monitored

display when being monitored

 

 

 

 

02

Not used

Not used

 

 

 

01

ACD Mode: Most idle Agent receives next call

ACD Mode: Next Available Agent receives next call

Program 10-4 Overview

This program provides three system options. When enabled/disabled these options apply to all ACD Groups and Agents. ACD system options are set as follows:

LED 01: Set Next-Available-First or Most-Idle-First Routing

Sets which algorithm the system follows to route ACD calls.

Next-Available-First, Turn LED 01 Off—The Agent list is searched sequentially, starting from (not including) the last found Agent, and ending with the first found available Agent. This method of searching is similar to the circular-distributed hunt method.

Most-Idle-First, Turn LED 01 On—The Agent with the most idle time, since the last ACD call, receives the next call. If all Agents are busy and an Agent becomes available, that Agent automatically receives the next call, regardless of idle time. If that should happen, the Agent with the longest idle time may have to wait to receive a call. As Agents go idle, they are added to the end of the ACD Agent routing list.

Note During busy ACD call traffic conditions, the algorithm routes calls that have been waiting in the ACD Group queue directly to the first Agent telephone that becomes available.

LED 02: Not Used

LED 03: Supervisor Monitor Tone and Display

If Tone/LCD is enabled when a Supervisor monitors an Agent telephone, the Agent receives a short dial tone burst (every 15 seconds) and a steady LCD display: MONITOR BY SUPRV. The system also sends the monitor tone to the outside caller connected to the Agent. If Tone/LCD is not enabled, the Agent and outside caller has no indication that their call is being monitored by the Supervisor.

LED 04: ACD Group Unavailable Destination

When all Agents in a Group are in the Unavailable mode simultaneously, new incoming ACD calls that are normally routed to the ACD Group’s call waiting queue is immediately diverted to either the Overflow-Queue-Point destination (set in Program 14-5) or to the End-of-Shift destination (set in Program 14-6), depending on the status of Program 10-4 LED 04 (see Flowchart 6-6on Page 6-45).

6-6

Strata DK Programming 5/00

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Toshiba dk14, DK424 LED 01 Set Next-Available-First or Most-Idle-First Routing, LED 04 ACD Group Unavailable Destination
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