Toshiba DK424I, dk14 6-45, Automatic Call Distribution, Strata DK Programming 5/00, Notes, ACD Ca

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