Automatic Call Distribution

Program 14-6 – After Shift Service Destination

Program 14-6 Overview

This program assigns the destination for ACD calls, or calls transferred to an ACD group, that come in after the ACD shift has ended.

After Shift begins when the Supervisor presses the (QG￿RI￿$&'￿6KLIW button or when the last Agent logs off (see Flowchart 6-5on Page 6-44).

If a station port is assigned, only one call at a time is serviced by the End of ACD Shift telephone or answering device (lowest CO line first if calls are waiting). Waiting calls camp on and receive ring-back tone.

If all Agents are in the Unavailable mode, calls to the ACD Group can be routed to the After Shift destination, set in Program 14-6, or to the queue overflow point destination set in Program 14-5 (see Program 10-4, LED 04).

If the End of ACD Shift destination is the Normal Ring assignment (Program 81~89), loop and ground start lines mute ring busy stations and DID/Tie/DNIS/ANI lines camp on to busy End of ACD Shift stations assigned in Program *14-2.

If the End of ACD Shift destination is another ACD Group, calls are directed to the Group as if they were new ACD calls to the Group.

➤To Program ACD loop and/or ground start CO lines to night ring over external page A PIOU, PEPU, or PIOUS is required.

1.Assign normal ringing (321 or 441) in Program 14-6.

2.Assign ACD lines to night ring over external page in Program 78-13.

3.Assign 1LJKW￿7UDQVIHU button to appropriate telephone(s) in Program 39.

4.Assign Night Relay operation in Program 77-1, LED 06.

If the destination port assigned in this program is busy when After Shift (or all Agents log out) is set, DID and Tie lines will camp on to the port while ground and loop start lines will busy override (mute) ring the port. If the destination station has Call Forward or Hunt set, these features will operate.

Notes

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●

DID, DNIS, ANI, and Tie lines cannot be directed to the Strata DK System AA or Normal ring assignments (321) if code 320, 321, 440, or 441 is assigned in Program 14-6. DID, DNIS, ANI and Tie line calls will be routed to the destination assigned in Program ￿14-2.

Assign all Groups (even if not used) to a destination. This is in case a transferred call is sent to an unused ACD Group, the call will be sent to the destination assigned in Program 14-6.

●If it is required to route calls to a Voice Mail box during the After Shift mode, you may designate a Group announcement (A1~A3) port as the After Shift destination – temporarily use a standard telephone to Call Forward All Calls from the announcement port to the Voice Mail device and set the VMID code of the announcement port (#656 digits) to the desired After Shift Mailbox.

●During normal operation, the announcement port will play messages to callers in queue; during the After Shift mode, calls will forward from the announcement port to the After Shift Voice Mail box. This operation is also allowed for Programs 14-4 and 14-5 assignments.

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Strata DK Programming 5/00

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Toshiba DK40I, dk14, DK424I manual Program 14-6 Overview
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