Automatic Call Distribution
Program 14-6 After Shift Service Destination
6-36
Strata DK40 Programming Manual Spring 1999
Program 14-6 Overview
This program assigns the destination for ACD calls, or calls transferred to an ACD group,
that come in after the ACD shift has ended.
After Shift begins when the Supervisor presses the
(QG RI $&' 6KLIW
button or when the
last Agent logs off (
).
If a station port is assigned, only one call at a time is serviced by the End of ACD Shift
telephone or answering device (lowest Exchange line first if calls are waiting). Waiting calls
camp on and receive ring-back tone.
If all Agents are in the Unavailable mode, calls to the ACD Group can be routed to the After
Shift destination, set in Program 14-6, or to the queue overflow point destination set in
See “Program 10-4 ACD Parameters” , LED 04
).
If the End of ACD Shift destination is the Normal Ring assignment (
),
exchange lines mute ring busy stations and tie lines camp on to busy End of ACD Shift
stations assigned in
.
If the End of ACD Shift destination is another ACD Group, calls are directed to the Group as
if they were new ACD calls to the Group.
➤
To Program ACD Exchange lines to night ring over external page
A PIOU, PEPU, or PIOUS is required.
1.
Assign normal ringing (321) in
2.
Assign ACD lines to night ring over external page in
Program 78-13
.
3.
Assign
1LJKW 7UDQVIHU
button to appropriate telephone(s) in
.
4.
Assign Night Relay operation in
, LED 06.
If the destination port assigned in this program is busy when After Shift (or all Agents log
out) is set, tie lines will camp on to the port while exchange lines will busy override (mute)
ring the port. If the destination station has Call Forward or Hunt set, these features will
operate.
Notes
◆
If the overflow destination is set to 320 or 321 calls overflow to the following
destinations:
◆
Exchange lines - to the DK AA (320) or normal ringing patterns (321),
.
◆
Tie Lines - To the assignment set in
◆
DDI Lines - To normal ringing patterns (
).
◆
Assign all Groups (even if not used) to a destination. This is in case a transferred call
is sent to an unused ACD Group, the call will be sent to the destination assigned in
.
◆
If it is required to route calls to a Voice Mail box during the After Shift mode, you
may designate a Group announcement (A1~A3) port as the After Shift destination –
temporarily use a standard telephone to Call Forward All Calls from the
announcement port to the Voice Mail device and set the VMID code of the
announcement port (
&989
digits) to the desired After Shift Mailbox.
◆
During normal operation, the announcement port will play messages to callers in
queue; during the After Shift mode, calls will forward from the announcement port
to the After Shift Voice Mail box. This operation is also allowed for Programs 14-4
and 14-5 assignments.
