Automatic Call Distribution

Program 39 – Flexible Button Assignments for ACD Telephones

Flowchart 6-6 All Agents Unavailable Operation

All agents in ACD group are unavailable when a call is transferred to the group from a station or Auto Attendant, or

routed to the group directly by Programs 14-0 or *09.

Notes

Is LED 04

 

 

Call routes to the ACD

System [DNs] include:

LED 04 OFF

 

group’s After Shift

Program 04 [PDNs]/[SDNs]

in Program 10-4

 

Destination set in Program

Program *04 [PhDNs]

turned off or on?

 

 

14-6 (see ACD Flowchart

DH = Distributed Hunt Group

 

 

 

 

6-5).

 

 

LED 04 ON

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

CO lines that normally route to the ACD group will route to the overflow point destination set in Program 14-5 (see ACD Flowchart 6-4).

Only one destination per ACD group can be assigned in Program 14-5.

Automatic Call Distribution

Or

Or

Or

All Agents Unavailable:

 

 

 

 

 

 

 

All Agents Unavailable:

 

 

 

 

 

 

All Agents Unavailable:

 

 

 

 

 

 

All Agents Unavailable:

Destination is a system

 

 

 

 

 

 

 

Destination is normal CO

 

 

Destination is another ACD

 

 

Destination is Strata DK

[DN], DH, or attendant

 

 

 

 

 

 

 

line ringing assignments

 

 

group (see Program 14-5).

 

 

built-in AA (see

console port number (see

 

 

(see Program 14-5).

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Program 14-5).

Program 14-5).

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Yes

 

 

 

 

 

 

 

 

 

Yes

 

 

 

 

 

 

 

 

 

Yes

 

 

 

 

 

 

 

 

 

 

 

Yes

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Ground/loop start:

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

connect to Strata DK AA

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

and route call per AA

Is

 

 

No

 

 

Is

 

 

No

 

 

 

Is an

 

 

 

Yes

programming.

destination

 

 

 

destination

 

 

agent

ACD Ca

ll

 

 

 

DID/Tie/DNIS/ANI line:

busy?

 

 

 

 

 

 

 

 

busy?

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

button idle in the

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

group?

 

 

 

 

 

 

ring or camp-on to station

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

programmed in Program

 

Yes

 

 

 

 

 

 

 

 

 

 

Yes

 

 

 

 

 

 

 

 

 

 

No

 

 

 

 

 

 

*14-2.

 

 

 

 

 

 

 

Ring system

 

 

 

Ground/loop start:

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

[DN], DH or

 

 

 

 

ring system [DN] per

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

console port

 

 

 

 

Programs 81~89, and

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

assigned in

 

 

 

 

*81, *84, *87

 

 

 

 

 

Ring idle agent.

 

 

If agent answers,

 

 

 

Program 14-5.

 

 

 

Tie/DID/DNIS/ANI

 

 

 

 

 

talk on ACD call. If

 

 

 

 

 

 

 

 

 

 

 

 

 

 

ring station port per

 

 

 

 

 

 

 

 

 

 

 

 

 

 

No Answer, ring

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Program *14-2.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

another idle agent

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

ACD Ca

 

l

l button

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

or go to RNA

Loop/ground start: busy

 

 

 

 

 

 

 

Loop/ground start: busy

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

destination (see

 

 

 

 

 

 

 

 

 

 

 

 

Are

 

 

 

 

 

 

 

 

 

 

ACD Flowchart 6-

override ring system [DN]*

 

 

 

 

 

override ringing the busy

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

all agents

 

 

 

 

No

 

 

 

 

3).

 

 

 

 

per programs 81, 84, 87,

 

 

 

 

system [DN] assigned in

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

and *81, *84, *87.

 

 

 

 

 

 

 

programs 81 ~ 89, and

 

 

 

 

 

 

busy or in after call work

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

mode?

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

*81, *84, *87.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

DID/Tie/DNIS/ANI line:

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

camp-on busy to system

 

 

 

 

DID/Tie/DNIS/ANI line:

 

 

 

 

 

 

Yes

The group’s shift is ended or all agents

[DN]*, DH, or attendant

 

 

 

 

 

 

 

camp-on busy to system

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

are not available:

 

 

 

 

 

console port assigned.

 

 

 

 

 

 

 

[DN] assigned in Program

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Route call to group’s “EOS” or “All Agents

 

 

 

 

 

 

 

 

 

 

*14-2.

 

 

 

 

 

 

 

 

 

Call will enter the

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Unavailable” destination.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

back of the

 

Important! If this destination is the same

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

group’s queue

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

ACD Group from which the

Note Calls that are already in queue when all agents go Unavailable are

and follow the

 

 

 

 

 

 

 

 

 

 

 

 

 

 

call originated from (including

queue pattern and

 

 

 

 

 

 

 

treated as any other call in queue. A call remains in queue until it

 

 

 

 

 

 

 

back to itself), the call will be

overflow

 

 

 

 

 

 

 

 

 

is answered by an idle agent, it overflows, the caller hangs-up, or

 

 

 

 

 

 

 

 

 

routed as follows: ground/loop

assignments for

 

 

 

 

 

 

 

the Strata DK disconnect timer set in Program 11-9 expires and

 

 

 

 

 

 

 

lines to Program 81 ~ 89 and

the group.

 

 

 

 

 

 

 

releases the call.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

DID/Tie/DNIS/ANI lines to

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

0879

 

 

 

 

 

 

 

Program *14-2 system [DN]

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

assigned to this group.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Strata DK Programming 5/00

6-45

Page 342 Page 344
Page 343
Image 343
Toshiba DK424I, dk14, DK40I manual Flowchart 6-6 All Agents Unavailable Operation, LED 04 OFF
Page 342 Page 344

DK424, DK424I, DK40I, dk14 specifications

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