Automatic Call Distribution

Program 14-9 – Work Unit Assignments

Program 14-9 – Work Unit Assignments

Initialized Default: account digits for each Group = 02

✱￿ ✱￿￿ ￿ ✱￿￿

✱￿￿ ￿ 6SNU ￿ ￿ +ROG ￿ 6SNU ￿

SELECT = 9

SELECT = ACD Group No.

+ROG ￿ 6SNU ￿ ￿ +ROG ￿ 6SNU ￿ ￿ +ROG

DATA = Account Digits (01~15)

Processor

ACD Group Numbers

DK40i, RCTUA, RCTUBA/BB, B1CU

01~08

 

 

RCTUC/D, B2CAU/BU, B3CAU/CU

01~16

 

 

RCTUE/F, B5CAU/CU

01~16

 

 

ACD Group Number

Number of Work Unit Digits

Program 14-9 Overview

This program selects the length of the Work Unit code for each ACD Group.

Agents talking on an ACD call can press the :RUN￿8QLW button and enter a Work Unit code (1~15 digits) for each call. The outside caller cannot hear the code, so conversation is not interrupted.

SMIS only records (Peg) one or two digit Work Unit codes. SMDR can record 1~15 digit Work Unit codes. If multiple work unit codes are entered on the same ACD call, only the last code entered will be sent to SMDR; however, SMIS will register all Work Unit codes entered.

The Strata DK SMDR data will send up to 15 Work Unit digits in the Account Code data field of the standard DK SMDR output. MIS (TTY) data will send only 1- or 2-digit Work Unit codes.

When the :RUN￿8QLW button is pressed on the Agent telephone, the LCD shows “ENTER STRK DIAL”. The Agent must enter the number of digits assigned in this program to allow a work unit peg to be sent to SMIS. Any number of digits entered (even if less than assigned in this program) will be sent to SMDR when the ACD call is ended.

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Strata DK Programming 5/00

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Toshiba dk14, DK40I, DK424I manual Program 14-9 Work Unit Assignments, Program 14-9 Overview, Data = Account Digits 01~15
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