Toshiba DK40I, dk14, DK424 6-44, Automatic Call Distribution, Flowchart 6-5After Shift Operation

Automatic Call Distribution

Program 39 – Flexible Button Assignments for ACD Telephones

Flowchart 6-5 After Shift Operation

All agents logged out.

Notes

System [DNs] include:

Program 04 [PDNs]/[SDNs]

Program *04 [PhDNs]

DH = Distributed Hunt Group

End of ACD Shift Conditions

OrOr

Supervisor presses End of ACD Shift button.

Or

All agents Unavailable and Program 10-4 LED 4 OFF.

CO lines that normally route to the ACD group will only route to the group's After Shift Destination set in Program 14-6.

Only one destination per ACD group can be assigned in Program 14-6.

Or

Or

Or

After Shift Destination is a system [DN] or DH or attendant console port number (Program 14-6).

After Shift Destination is Normal CO line ringing assignments (Program 14-6).

After Shift Destination is another ACD group (Program 14-6).

After Shift Destination is DK built-in Auto Attendant (Program 14-6).

Yes

Yes

Yes

Yes

Ground/loop start: connect to

DK built-in Auto Attendant and

route call per AA programming

Is

Is

Is an agent

DID/Tie/DNIS/ANI line:

No

No

Yes

Ring or Camp-on to station as

destination

destination

ACD Call

button idle

busy?

busy?

in the group?

programmed in Program *14-2.

Yes

Yes

No

Ring system [DN],

Ground/loop start:

ring system [DN] per

DH, or console port

Programs 81~89 and

assigned in

*81, *84, *87.

If agent answers,

Program 14-5.

Ring idle agent

talk on ACD call if

Tie/DID ring system

no answer, ring

[DN] per

another idle agent

Program *14-2.

ACD Call button or

go to RNA

destination (see

ACD Flowchart 6-7)

Ground/loop start: Busy

Ground/loop start: Busy

Override ring the system

Override ringing all busy

Are all

No

[DN] or attendant console

system [DN] assigned in

agents Busy or in the

port assigned.

Programs 81~89 and

*81,

After Call Work

DID/Tie/DNIS/ANI line:

*84, *87

Mode?

The group’s shift is ended or all

DID/Tie/DNIS/ANI line:

agents are not available:

Camp-on Busy to the

Camp-on Busy to system

Yes

Route call to the group's “EOS” or

system [DN], DH, or

[DN]* assigned in

console port assigned.

Program *14-2 or console

“All agents unavailable”

destination.

port assigned.

Call enters the back of the

Important! If this destination is the

group's queue and follows

same ACD Group from

the queue pattern and

which the call originated

Note Calls that are already in queue when the

overflow assignments for

(including back to

shift is ended remain in queue until

the group.

itself), the call will be

answered by an idle agent, they overflow,

routed as follows:

the caller hangs up, or the disconnect timer

ground/loop lines to

0878

(Program 11-9) expires.

Programs 81~89 and

*81, *84, *87 [DNs] and

DID/Tie/DNIS/ ANI

lines to Program *14-2

System [DNs]* assigned

to this Group.

6-44 Strata DK Programming 5/00