Toshiba dk14 manual Program 10-4– ACD/ISDN Parameters, Program 10-4Overview

Automatic Call Distribution

Program 10-4 – ACD/ISDN Parameters

Program 10-4 – ACD/ISDN Parameters

Initialized Default: LEDs 12 and 14 are ON

￿￿￿￿￿￿￿￿￿￿￿￿￿￿6SNU￿￿+ROG￿6SNU￿+ROG￿6SNU￿￿+ROG￿6SNU￿￿+ROG

SELECT = 4

Light Button/LEDs as defined by the table below. If the X column is checked, the LED should be ON.

Button/	X	LED ON	LED OFF
LED
20
19
18
17
16
15
14		ISDN “Start” access code is sent when the Speed Dial	ISDN Start access code is not sent.
		(SDS) button is pressed (initialized).
13		Receive 3.1kHz audio calls as speech calls only if a	Always receives 3.1kHz calls.
		progress indicator is sent.
12		BRI T-Wait ON (initialized)	BRI T-Wait OFF
11		PRI T-Wait ON	PRI T-Wait OFF (initialized)
10
09
08
07
06
05
04		All Agents Unavailable Route: Per Prog. 14-5 (Overflow	All Agents Unavailable Route: Per Prog. 14-6 (After Shift
		Point Destination)	Destination)
03		Agent receives Supervisor Monitor Tone/LCD display	Agent does not receive Supervisor Monitor Tone/LCD
		when being monitored	display when being monitored
02
01		ACD Mode: Most idle Agent receives next call	ACD Mode: Next Available Agent receives next call

Program 10-4 Overview

This program provides three system options. When enabled/disabled these options apply to all ACD Groups and Agents. ACD system options are set as follows:

LED 01: Set Next-Available-First or Most-Idle-First Routing

Sets which algorithm the system follows to route ACD calls.

Next-Available-First, Turn LED 01 OFF—The Agent list is searched sequentially, starting from (not including) the last found Agent, and ending with the first found available Agent. This method of searching is similar to the circular-distributed hunt method.

Most-Idle-First, Turn LED 01 ON—The Agent with the most idle time, since the last ACD call, receives the next call. If all Agents are busy and an Agent becomes available, that Agent automatically receives the next call, regardless of idle time. If that should happen, the Agent with the longest idle time may have to wait to receive a call. As Agents go idle, they are added to the end of the ACD Agent routing list.

6-6 Strata DK Programming 5/99