Program 14-9 – Work Unit Assignments

Automatic Call Distribution

Program 14-9 – Work Unit Assignments

Program 14-9 – Work Unit Assignments

Initialized Default: account digits for each Group = 02

￿￿￿Program 14-9 Overview6-35￿￿￿Manual backgroundManual background￿￿￿￿Manual backgroundManual background￿￿￿￿Manual backgroundManual background6SNU￿￿+ROG￿Manual background6SNU￿Manual backgroundManual backgroundManual backgroundManual background+ROG￿6SNU￿Manual background￿+ROG￿6SNU￿Manual background￿+ROG

SELECT = 9

 

 

 

 

 

 

 

 

 

 

 

 

DATA = Account Digits (01~15)

 

 

 

 

 

 

 

 

 

 

 

 

 

 

SELECT = ACD Group No.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Processor

ACD Group Numbers

 

 

ACD Group Number

 

Number of Work Unit Digits

RCTUBA/BB

01~08

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

RCTUC/D

01~16

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

RCTUE/F

01~16

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Program 14-9 Overview

This program selects the length of the Work Unit code for each ACD Group.

Agents talking on an ACD call can press the :RUN￿8QLW button and enter a Work Unit code (1~15 digits) for each call. The outside caller cannot hear the code, so conversation is not interrupted.

SMIS only records (Peg) one or two digit Work Unit codes. SMDR can record 1~15 digit Work Unit codes. If multiple work unit codes are entered on the same ACD call, only the last code entered will be sent to SMDR; however, SMIS will register all Work Unit codes entered.

The Strata DK SMDR data will send up to 15 Work Unit digits in the Account Code data field of the standard DK SMDR output. MIS (TTY) data will send only 1- or 2-digit Work Unit codes.

When the :RUN￿8QLW button is pressed on the Agent telephone, the LCD shows “ENTER STRK DIAL”. The Agent must enter the number of digits assigned in this program to allow a work unit peg to be sent to SMIS. Any number of digits entered (even if less than assigned in this program) will be sent to SMDR when the ACD call is ended.

Automatic Call Distribution

Strata DK Programming 5/99

6-35

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Toshiba dk14 manual Program 14-9– Work Unit Assignments, Program 14-9Overview, 6-35
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