Toshiba Strata AirLink DK40i, Installation And Maintenance Manual

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ACD Installation
ACD Line Operation/Programming Considerations
Strata DK I&M 6/00
13-9
AC
D Instal
lation
assignments). DID/Tie/DNIS/ANI lines do not ring stations in the Normal Ring assignments
but ring or camp on to the [DN] assigned in Program *14-2.
♦
If the After Shift destination is the DK AA, ground/loop start lines are answered by the AA
and routed after the caller dials a digit prompted by the AA. DID/Tie/DNIS/ANI lines do not
route to the AA, but ring or camp on to the [DN] assigned in Program *14-2.
♦
If the After Shift destination is the attendant console, calls ring or queue onto the console
whether it is busy or idle. This applies to DID/Tie/DNIS/ANI and ground/loop start lines.
All Agents Unavailable Mode
If all the Agents in an ACD Group become unavailable simultaneously, calls that would normally
ring into the ACD Group or enter the Group’s queue are routed to either the Group’s After Shift
destination, set in Program 14-6 or to the Group’s Overflow Point destination, set in Program 14-5
(see
Strata DK Programming Manual , Flowchart 6-6 ).
The option of where to send calls when all Agents are unavailable is set system-wide for all ACD
Groups in Program 10-4, LED 04. All line types (ground/loop start and DID/Tie/DNIS/ANI)
follow this operation. If the “All Agents Unavailable Operation” is set to route calls to the After
Shift destination set in Program 14-6, (Program 10-4, LED 04 “Off”), calls to a Group whose
Agents are all unavailable are treated as if the ACD Group were in the After Shift mode.
If the “All Agents Unavailable Operation” is set to route calls to the Overflow Point destination set
in Program 14-5 (Program 10-4, LED 04 “On”), calls to a Group whose Agents are all unavailable
are treated as if they overflowed from the Group’s queue even if the overflow destination is busy.
If the “All Agents Unavailable” overflow destination is another ACD Group, calls route to an idle
Agent, or are placed at the end of the overflow ACD Group’s queue.
Agent Ring No Answer Call Treatment
If an ACD call rings an Agent telephone for the time specified in Program 11-2 and the call is not
answered, the call is routed to ring another idle Agent in the same ACD Group for that same time
duration (see
Strata DK Programming Manual , Flowchart 6-7 ).
This continues until all idle Agents in that Group have been rung. If the call is not answered by an
Agent, the call then routes to the destination assigned in Program 14-5. Two consecutive Ring No
Answer (RNA) calls to the same Agent automatically places that Agent’s telephone in the
Unavailable mode. The RNA operation for possible cases is described below:
♦ If the RNA destination is an idle [DN], it rings when RNA occurs. If the RNA [DN] is busy
when RNA occurs, DID/Tie/DNIS/ANI calls camp on to the [DN] and ground/loop start lines
route to the Normal Ringing assignments in Programs 81~89 and *81, *84, and *87 (including
delay ring assignments).
♦ If the RNA destination is an ACD Group, the call rings an idle Agent in that Group when RNA
occurs. If all Agents in the RNA destination ACD Group are busy when RNA occurs, DID/
Tie/DNIS/ANI lines route to the destination assigned in Program *14-2 and ground/loop start
lines route to the Normal Ringing assignments in Programs 81~89 and *81, *84, and *87
(including delay ringing assignments).
♦
If the RNA destination is the DK Normal Ringing assignment, DID/Tie/DNIS/ANI lines route
to the [DN] assigned in Program *14-2 and ground/loop start lines route to the Normal
Ringing assignments in Programs 81~89 and *81, *84, and *87 (including delay ring
assignments). If the RNA destination is busy when RNA occurs, DID/Tie/DNIS/ANI lines
camp on to the [DN] assigned in Program *14-2 and ground/loop start lines mute ring the busy
[DN].