Toshiba dk14 manual Program 11 Overview, Code 1: Time in ACD Queue Before Overflow

Automatic Call Distribution

Program 11 – ACD Timing Assignments

Program 11 Overview

The ACD timers listed below can be set individually for each ACD Group. ACD timers apply to loop, Tie, DID, DNIS, and ANI lines, not ground start lines.

Code 1: Time in ACD Queue Before Overflow

The time period (ranges from 0000~3600 seconds) a call(s) remains in an ACD queue pattern before it attempts to overflow to the destination set in Program 14-4. The queue timer can be set from 1 second to 3600 seconds (60 minutes) or to no overflow time out. If no overflow time out is set (Data = “0000”), then the call remains in queue or overflows per Program 14-5 operation settings (see Flowcharts 6-3and 6-4on Pages 6-43and 6-44).

Code 2: Ring Agent Timer

The time period (ranges from 000 seconds to 4 minutes and 15 seconds) an ACD call will ring an idle Agent telephone. When the time expires and the call is unanswered, the system hunts and rings another idle Agent telephone from the same ACD Group for the same duration of time.

This process continues until all idle Agent telephones have been rung or the call is answered. If the call remains unanswered after ringing the last idle Agent, it is routed to the destination set in Program 14-5.

If the destination set in Program 14-5 is a [DN], the ACD line if idle rings the [DN]. If the [DN] is busy, the ACD line rings the idle or busy [DN] or CO /LQH￿3RROHG￿/LQH￿*US button assigned to

ring in Programs 81, 84, and 87 and flash in *81, *84, and *87. If a DID/Tie/DNIS/ANI line is used, the call camps on to the busy station set in Program *14-2 (see Flowchart 6-7on Page 6-47).

Automatic Call Distribution

Code 3: After Call Work Timer

Immediately after an Agent disconnects from an ACD call, the After Call Work Timer begins to count down (ranges from 000 seconds to 4 minutes, 15 seconds). The wrap-up count is updated to display the active condition on the Agent telephone LCD (the wrap-up time remaining counts down each second).

When an Agent telephone is in the After Call Work Time mode (wrap-up timer count down), the

telephone does not receive ACD calls, but it can receive non-ACD or PBX calls. An Agent can cancel the wrap-up mode anytime by pressing the (QG￿$IWHU￿&DOO￿:RUN￿7LPH button, by

making another call, or by going off and on-hook. After Call Work Time is not activated after the completion of PBX calls made from, or received on, the Agent telephone’s $&'￿&DOO button or [PhDN].

Code 4: Ring-Back-Tone (RBT) Timer

Defines the time that a new incoming ACD call receives ring back tone, if no Agents are idle and the caller must wait for the ACD queue announcement (ranges from 000~120 seconds) (Flowchart 6-1on Page 6-41). This timer only applies to CO lines that are routed directly to the ACD Group (all types of CO lines).

If a CO line is transferred to an ACD Group by a station or DK AA and no Agents are idle, this timer does not apply. Calls immediately enter the ACD Group’s queue. If a caller hangs up while connected to the RBT timer, the call is considered unanswered and the Strata DK system does not send answer supervision (800-type calls are not billed in this case).

If the outside caller hangs up while the incoming call is connected to the RBT timer, the call is abandoned and is not considered as an answered call. No answer supervision is sent from the Strata DK System and “800” type calls will not be billed. Calls abandoned after the call is sent to the first announcement will be considered as answered and billed.

Strata DK Programming 5/99 6-9