Automatic Call

Automatic Call Distribution

Program 39 – Flexible Button Assignments for ACD Telephones

Flowchart 6-7 Agent Telephone Ring No Answer Operation

An ACD call routes to an idle agent telephone, but it is not answered when it rings.

Notes

Automatic Call

If two consecutive ACD calls sent to an idle agent telephone are not answered, the telephone will be placed in the Unavailable mode automatically.

If the agent presses a [DN] or another

CO ●If the agent presses a [DN] or anotherDistribution button, while the ACD line is ringing, the ACD call will mute ring the Agent telephone.

If the call entered the ACD queue prior to Ring No Answer operation, delay ringing assignments will not ring; only immediate ring assignments (Programs 81, 84, 87 and *81, *84, *87) will ring.

Ring agent telephone for the time duration of the “Ring Agent Timer” Set in Program 11-2 (see Notes).

 

 

Is

 

Does agent

 

 

Yes

No

answer ACD Call

 

 

 

 

Yes

another agent

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

idle?

 

button before ring agent

 

 

 

 

 

timer expires?

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

No

 

 

 

 

 

 

 

Talk on ACD call.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Distribution

CO lines that normally route to the ACD group will route to the group’s overflow point destination set in

Program 14-5 (see ACD Flowchart 6-8~6-11). Only one destination per ACD group can be assigned in

Program 14-5.

The destination assigned in Program 14-5 will also be the overflow point destination.

 

 

 

 

 

 

Or

 

 

 

 

 

 

Or

 

 

 

 

 

 

 

 

 

 

Or

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Ring no answer destination

 

 

 

 

 

 

Ring No Answer

 

 

 

Ring No Answer destination

 

 

 

 

 

Ring No Answer

is a system [DN] or DH

 

 

 

 

 

 

destination is normal CO

 

 

 

is another ACD group.

 

 

 

 

 

destination is Strata DK

attendant console or DH port

 

 

 

 

 

 

line ringing assignments.

 

 

 

Program 14-5: RCTUBA/BB,

 

 

 

 

 

built-in AA.

number. Program 14-5

 

 

 

 

 

 

Program 14-5 (321, 441)

 

 

 

RCTUC/D (301~316),

 

 

 

 

 

Program 14-5 (320, 440)

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

RCTUE/F (401~416)

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Yes

 

 

 

 

 

 

 

 

Yes

 

 

 

 

 

 

Yes

 

 

 

 

 

 

Yes

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Loop/ground start: ring or

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Ground/loop start:

 

 

 

 

 

 

 

 

 

 

 

busy override ring the

 

No

 

 

Is an

 

 

 

 

 

connect to Strata DK AA

Is

No

 

 

system [DN] in normal

 

 

agent ACD Call

 

 

 

 

 

 

 

 

and route call per AA

destination

 

 

 

ringing assignments per

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

programming.

 

 

 

 

 

 

button idle in the

 

 

 

 

 

busy?

 

 

 

 

 

 

 

Programs 81~89, and *81,

 

 

 

 

 

group?

 

 

 

 

 

DID/tie/DNIS/ANI line:

 

 

 

 

 

 

 

 

 

 

 

*84, *87 (see Notes).

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

ring or camp-on to station

 

 

 

 

 

 

 

 

 

 

 

DID/tie/DNIS/ANI LINE:

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

programmed in

 

Yes

 

 

 

 

 

 

ring or camp-on to system

 

 

 

 

 

 

 

Yes

 

 

 

 

 

Program *14-2.

 

 

 

 

 

 

 

[DN] assigned in Program

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

*14-2 of original ACD

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

group.

 

 

 

 

 

 

Ring idle agent

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

ACD Call

 

button.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Ring system [DN], DH, or

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

console port assigned in

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

If an agent answers, talk on ACD call. If no

 

 

Program 14-5.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

answer, ring another idle agent or go to RNA

 

 

 

 

 

 

 

 

 

 

 

 

 

Notes

 

 

 

 

 

 

 

destination of this group.

Loop/ground start: busy override ring

 

 

 

 

 

 

 

 

 

If the RNA destination of this group is the

 

 

System [DNs] include:

 

 

system [DN] per Programs 81, 84, 87,

 

 

 

 

 

 

ACD group from which the call originated, the

 

Program 04 [PDNs]/[SDNs]

 

 

and *81, *84, *87 (see Notes).

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

call will be sent to the line's normal ring

 

 

 

 

 

 

 

 

Program *04 [PhDNs]

 

 

DID/tie/DNIS/ANI line: camp-on busy to

 

 

 

pattern in Programs 81~89, and *81, *84, *87

 

DH = Distributed Hunt Group

 

 

system [DN], DH, or console port

 

 

 

 

 

 

 

 

 

 

 

 

[DN]; or, if tie/DID/DNIS/ANI line, to the

assigned.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

system [DN] assigned in Program *14-2.

0880

Strata DK Programming 5/99

6-47

Page 343
Image 343
Toshiba dk14 manual 6-47, Automatic Call Distribution, If the agent presses a DN or another, Strata DK Programming 5/99

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