Toshiba dk14 manual 6-45, Automatic Call Distribution, Flowchart 6-5After Shift Operation

Automatic Call Distribution

Program 39 – Flexible Button Assignments for ACD Telephones

Flowchart 6-5 After Shift Operation

Automatic

All agents logged out.

Notes

System [DNs] include:

Program 04 [PDNs]/[SDNs]

Program *04 [PhDNs]

DH = Distributed Hunt Group

End of ACD Shift Conditions

OrOr

Supervisor presses End of ACD Shift button.

Or

All agents Unavailable and Program 10-4 LED 4 OFF.

Call Distribution

CO lines that normally route to the ACD group will only route to the group's After

Shift Destination set in Program 14-6.

Only one destination per ACD group can be assigned in Program 14-6.

Or

Or

Or

After Shift Destination is a

After Shift Destination is

After Shift Destination is

After Shift Destination is

system [DN] or DH or

Normal CO line ringing

another ACD group.

DK built-in Auto Attendant.

attendant console port

assignments.

Program 14-6: RCTUBA/BB,

Program 14-6 (320, 440)

number.

Program 14-6 (321, 441)

RCTUC/D (301~316),

Program 14-6 (see record

RCTUE/F (401~416)

sheet)

Yes

Yes

Yes

Yes

Ground/loop start: connect to

DK built-in Auto Attendant and

route call per AA programming

Is

Is

Is an agent

DID/tie/DNIS/ANI line:

No

No

Yes

Ring or Camp-on to station as

destination busy?

destination busy?

ACD Call

button idle

programmed in Program *14-2.

in the group?

Yes

Yes

No

Ring system [DN],

Ground/loop start:

ring system [DN] per

DH, or console port

Programs 81~89 and

assigned in

If agent answers,

*81, *84, *87.

Program 14-5.

Ring idle agent

talk on ACD call if

TIE/DID ring system

no answer, ring

[DN] per

another idle agent

Program *14-2.

ACD Call button or

go to RNA

destination (see

ACD Flowchart 6-7)

Ground/loop start: Busy

Ground/loop start: Busy

Override ring the system

Override ringing all busy

Are

all

No

[DN] or attendant console

system [DN] assigned in

agents Busy or in the

port assigned.

Programs 81~89 and

*81,

After Call Work

*84, *87

Mode?

The group’s shift is ended or all

DID/tie/DNIS/ANI line:

DID/tie/DNIS/ANI line:

agents are not available:

Camp-on Busy to the

Camp-on Busy to system

Yes

Route call to the group's “EOS” or

system [DN], DH, or

[DN]* assigned in

console port assigned.

Program *14-2 or console

“All agents unavailable”

destination.

port assigned.

Call enters the back of the

Important!

If this destination is the

group's queue and follows

same ACD Group from

the queue pattern and

which the call originated

Note Calls that are already in queue when the shift is

overflow assignments for

(including back to

ended remain in queue until answered by an idle

the group.

itself), the call will be

agent, they overflow, the caller hangs up, or the

routed as follows:

disconnect timer (Program 11-9) expires.

ground/loop lines to

0878

Programs 81~89 and

*81, *84, *87 [DNs] and

DID/tie/DNIS/ ANI

lines to Program *14-2

System [DNs]* assigned

to this Group.

Strata DK Programming 5/99 6-45