ACD Ca

Automatic Call Distribution

Program 39 – Flexible Button Assignments for ACD Telephones

Flowchart 6-6 All Agents Unavailable Operation

All agents in ACD group are unavailable when a call is transferred to the group from a station or Auto Attendant, or

routed to the group directly by Programs 14-0 or *09.

Notes

Is LED 04

 

System [DNs] include:

LED 04 OFF

Program 04 [PDNs]/[SDNs]

in Program 10-4

Program *04 [PhDNs]

turned off or on?

 

 

 

 

DH = Distributed Hunt Group

 

 

 

 

 

LED 04 ON

 

 

 

 

 

 

 

 

CO lines that normally route to the ACD group will route to the overflow point destination set in Program 14-5 (see ACD Flowchart 6-4).

Only one destination per ACD group can be assigned in Program 14-5.

Call routes to the ACD group’s After Shift Destination set in Program 14-6 (see ACD Flowchart 6-5).

 

 

 

 

 

 

Or

 

 

 

 

 

 

 

 

Or

 

 

 

 

 

 

 

 

 

 

Or

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

All Agents Unavailable:

 

 

 

 

 

 

 

 

All Agents Unavailable:

 

 

 

 

 

 

All Agents Unavailable:

 

 

 

 

 

 

 

 

All Agents Unavailable:

 

Destination is a system

 

 

 

 

 

 

 

 

Destination is normal CO

 

 

Destination is another ACD

 

 

Destination is Strata DK

 

[DN], DH, or attendant

 

 

 

 

 

 

 

 

line ringing assignments.

 

 

group.

 

 

 

 

 

 

 

 

 

 

 

 

built-in AA.

 

console port number.

 

 

 

 

 

 

 

 

Program 14-5 (321, 441)

 

 

Program 14-5: RCTUBA/BB,

 

 

Program 14-5 (320, 440)

 

Program 14-5 (000~255)

 

 

 

 

 

 

 

 

 

 

 

 

RCTUC/D (301~316),

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

RCTUE/F (401~416).

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Yes

 

 

 

 

 

 

 

 

 

 

Yes

 

 

 

 

 

 

 

 

 

Yes

 

 

 

 

 

 

 

 

 

 

 

 

 

Yes

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Ground/loop start:

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

connect to Strata DK AA

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

and route call per AA

 

Is

 

 

No

 

Is

 

 

 

No

 

 

Is an

 

 

 

 

Yes

programming.

 

destination

 

 

 

destination

 

 

 

agent

ACD Ca

 

ll

 

 

 

 

DID/tie/DNIS/ANI line:

 

 

 

 

 

 

 

 

 

 

 

 

 

busy?

 

 

 

 

 

 

 

 

 

busy?

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

button idle in the

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

group?

 

 

 

 

 

 

 

 

ring or camp-on to station

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

programmed in Program

 

 

Yes

 

 

 

 

 

 

 

 

 

 

 

Yes

 

 

 

 

 

 

 

 

 

 

No

 

 

 

 

 

 

 

 

*14-2.

 

 

 

 

 

 

 

 

Ring system

 

 

 

Ground/loop start:

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

[DN], DH or

 

 

 

 

ring system [DN] per

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

console port

 

 

 

 

Programs 81~89, and

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

If agent answers,

 

 

 

 

assigned in

 

 

 

 

*81, *84, *87

 

 

 

 

 

 

Ring idle agent.

 

 

 

 

 

 

Program 14-5.

 

 

 

tie/DID/DNIS/ANI ring

 

 

 

 

 

 

talk on ACD call. If

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

station port per

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

No Answer, ring

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Program *14-2.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

another idle agent

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

ACD Ca

 

l

l button

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

or go to RNA

 

Loop/ground start: busy

 

 

 

 

 

 

 

 

Loop/ground start: busy

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

destination (see

 

 

 

 

 

 

 

 

 

 

 

 

 

Are

 

 

 

 

 

 

 

 

 

 

 

 

ACD Flowchart

 

override ring system [DN]*

 

 

 

 

 

 

override ringing the busy

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

all agents

 

 

 

 

 

No

 

 

 

 

6-3).

 

 

 

 

per programs 81, 84, 87,

 

 

 

 

system [DN] assigned in

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

and *81, *84, *87.

 

 

 

 

 

 

 

 

programs 81 ~ 89, and

 

 

 

 

 

 

busy or in after call work

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

mode?

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

*81, *84, *87.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

DID/tie/DNIS/ANI line:

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

camp-on busy to system

 

 

 

 

DID/tie/DNIS/ANI line:

 

 

 

 

 

 

 

 

 

Yes

The group’s shift is ended or all agents

 

[DN]*, DH, or attendant

 

 

 

 

 

 

 

 

camp-on busy to system

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

are not available:

 

 

 

 

 

 

console port assigned.

 

 

 

 

 

 

 

 

[DN] assigned in Program

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Route call to group’s “EOS” or “All Agents

 

 

 

 

 

 

 

 

 

 

 

 

*14-2.

 

 

 

 

 

 

 

 

 

Call will enter the

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Unavailable” destination.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

back of the

 

Important! If this destination is the same

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

group’s queue

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

ACD Group from which the

 

Note Calls that are already in queue when all agents go Unavailable are

and follow the

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

call originated from (including

 

queue pattern and

 

 

 

 

 

 

 

 

 

 

treated as any other call in queue. A call remains in queue until it

 

 

 

 

 

 

 

 

 

back to itself), the call will be

 

overflow

 

 

 

 

 

 

 

 

 

 

 

 

 

is answered by an idle agent, it overflows, the caller hangs-up, or

 

 

 

 

 

 

 

 

 

 

 

 

routed as follows: ground/loop

 

assignments for

 

 

 

 

 

 

 

 

 

 

the Strata DK disconnect timer set in Program 11-9 expires and

 

 

 

 

 

 

 

 

 

lines to Program 81 ~ 89 and

 

the group.

 

 

 

 

 

 

 

 

 

 

releases the call.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

DID/tie/DNIS/ANI lines to

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

0879

 

 

 

 

 

 

 

 

 

 

Program *14-2 system [DN]*

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

assigned to this group.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

6-46

Strata DK Programming 5/99

Page 342
Image 342
Toshiba dk14 manual 6-46, Automatic Call Distribution, Strata DK Programming 5/99, ACD Ca

dk14 specifications

The Toshiba DK14 and DK40I are advanced digital video recorders (DVRs) that have redefined the standard for high-quality video surveillance systems. Designed primarily for security applications, both models boast a suite of impressive features, making them ideal choices for various environments, including commercial, retail, and educational settings.

The Toshiba DK14 stands out with its exceptional recording capabilities. It supports high-definition video capture, ensuring that every detail is captured with crystal clarity. The device can handle multiple camera inputs, allowing users to connect several surveillance cameras simultaneously, depending on the configuration. With its robust storage capacity, the DK14 can accommodate extended recording times, making it suitable for long-term surveillance needs.

One of the key characteristics of the DK14 is its user-friendly interface, which simplifies operation for both novice and experienced users. The system comes equipped with advanced motion detection technology, enabling it to trigger recording only when movement is detected, significantly optimizing storage use. Moreover, it features remote access capabilities, allowing users to monitor live feeds and review recorded footage from virtually anywhere via smartphone or computer.

In comparison, the Toshiba DK40I offers enhanced features targeted towards users requiring higher processing power and larger storage capabilities. This model is equipped with advanced compression technologies such as H.264, which reduces file sizes without compromising video quality. It can support higher-resolution cameras, further enhancing the clarity and detail of recorded footage.

The DK40I also prides itself on its scalability, accommodating numerous input channels, making it suitable for expansive surveillance setups. Another significant feature is its sophisticated alarm management system, which can integrate with various security sensors and alarms, providing users seamless control over their security environment. The device also supports various video outputs, including HDMI and VGA, ensuring compatibility with a wide range of display systems.

Both models utilize Toshiba's commitment to reliability and performance, incorporating high-grade components designed to withstand the rigors of continuous operation. They are engineered for ease of maintenance, with options for firmware updates and technical support, ensuring that users benefit from the latest advancements in surveillance technology.

Overall, Toshiba’s DK14 and DK40I represent cutting-edge solutions in the realm of digital video recording, offering exceptional performance, versatility, and user-friendly features to cater to diverse surveillance needs.