Program 76-2 ACD Group DDI Alpha-Tagging Assignments
Automatic Call Distribution
Strata DK40 Programming Manual Spring 1999
6-63
Yes
No
Yes
Yes
Yes
Yes
Yes
No
Or
Or
Or
An ACD call routes to an idle agent telephone, but it is not answered when it rings.
0880
Talk on ACD call.
Ring idle agent
ACD Call
button.
Is
destination
busy?
Is
another agent
idle?
Does agent
answer
ACD Call
button before ring agent
timer expires?
Is an
agent
ACD Call
button idle in the
group?
Exchange 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.
Ground/loop start:
connect to Strata DK AA
and route call per AA
programming.
DDI/tie/DNIS/ANI line:
ring or camp-on to station
programmed in
Program
*
14-2.
Exchange: busy override ring system
[DN] per Programs 81, 84, 87 (see
Notes).
tie line: camp-on busy to system [DN],
port assigned.
If an agent answers, talk on ACD call. If no
answer, ring another idle agent or go to RNA
destination of this group.
If the RNA destination of this group is the
ACD group from which the call originated,
the call will be sent to the line's normal ring
pattern in Programs 81~89 [DN]; or, if tie
line, to the system [DN] assigned in Program
*
14-2.
Exchange: ring or busy
override ring the system
[DN] in normal ringing
assignments per
Programs 81~89,
(see Notes).
tie LINE: ring or camp-on
to system [DN] assigned
in Program
*
14-2 of
original ACD group.
Ring No Answer
destination is normal
Exchange line ringing
assignments.
Program 14-5 (321, 441)
Ring no answer destination
is a system [DN] port number.
Program 14-5
Ring No Answer destination
is another ACD group.
Program 14-5: (301~308)
Ring No Answer
destination is Strata DK
built-in AA.
Program 14-5 (320, 440)
Ring agent telephone for the
time duration of the “Ring
Agent Timer” Set in Program
11-2 (see Notes).
Yes
Yes
No
No
Ring system [DN], port
assigned in
Program 14-5.
Notes
●
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
Exchange
Line
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 and 87) will ring.
Notes
System [DNs] include:
Program 04 [PDNs]
Flowchart 6-7
Agent Telephone Ring No Answer Operation