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

Page 341 Page 343
Page 342
Image 342
Toshiba DK40I, dk14, DK424I manual Flowchart 6-5 After Shift Operation, End of ACD Shift Conditions
Page 341 Page 343

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