Toshiba dk14 manual 6-41, Automatic Call Distribution, Flowchart 6-1ACD Group Call Routing

Automatic Call Distribution

Program 39 – Flexible Button Assignments for ACD Telephones

Flowchart 6-1 ACD Group Call Routing

Possible ways to route CO line calls to ACD group.

CO line transferred to	Loop and ground start	DID/tie/DNIS/ANI	DK built-in Auto	From another ACD
ACD Group	CO lines are assigned	line incoming digits	Attendant “one digit	group: call overflow
	to ACD groups in	are assigned to	prompts” are	attempt, or all agents
(XX = 01~16). Internal	Program 14-0.	ACD Groups in	assigned to ACD	unavailable, or in
[DN] calls cannot be		Program *09 or	groups in Program	After Shift mode.
transferred to ACD groups.		Program 71.	09.

Automatic Call Distribution

Ring idle agent telephone per ring agent timer in Program 11-2; if agent does not answer, ring next idle agent per timer and continue until all idle agent telephones are rung or an agent answers the call.

No	Does an Agent
	answer?
		Yes
	Talk on ACD call.

Ring No Answer (RNA) overflow to destination set in Program 14-5. See ACD Flowchart 6-7.

Send call to ACD Group queue: go to ACD Flowchart 6-2.

No

Call is

routed to

ACD

Group.

Is

Yesan Agent

button

idle?

No

Is the

call attempting to overflow from another ACD Group

queue?

No

Are all Agents logged

out or has the supervisor ended the shift?

No

Are all Agents unavailable?

No

Notes

♦Internal [DN] and external DISA callers cannot direct dial into ACD Groups.

♦If an Agent button is idle, ACD calls will busy override and ring the button even if an Agent is busy on

another [DN] or CO button.

	Do not overflow. Remain in
Yes	original queue and continue
	to look for an idle Agent in the
	overflow group and in the
	original group.

Yes	Call routes to ACD Group's
	After Shift destination. See
	ACD Flowchart 6-5.

Yes	Call routes to ACD Group's
	After Shift destination or
	Overflow Point destination.
	See ACD Flowchart 6-6.

Does an

agent become idle

before Program 11-4 timer

expires?

Continue

Send ring back tone to the caller for the time duration set in Program 11-4 or until an agent becomes idle.

Yes

Direct

If the answer to all the above questions is no, then one or more agents are in the available mode but are talking on other calls or in After Call Work mode.

Continue

Is the call a direct CO line

call, or other type: transferred from a Other station or Auto Attendant, routed from

another ACD group because all agents

are unavailable or in After Shift

Mode?

Send call to ACD Group queue: go to ACD Flowchart 6-2.

0875

Strata DK Programming 5/99 6-41