Toshiba dk14 manual 6-47, Automatic Call Distribution, If the agent presses a DN or another

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 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