Toshiba Strata CT, Installation & Maintenance Manual

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ACD Installation
7-8
Strata CT I&M Manual October 2000
Transfer From Built-in Auto Attendant (AA) to ACD Group
Loop Start Line Calls
Calls can be assigned to ring into the CT built-in AA in Program 78. Each ACD Group can be
assigned a unique one or two-digit AA dialling prompt in Program 09. Incoming calls on
these lines are answered by the AA. The caller then enters the one or two-digit number and is
connected to a specific ACD Group.
DDI/Tie ACD Line Calls
Calls cannot be assigned to ring the CT built-in AA, so they cannot be transferred from the
CT AA to an ACD Group.
Transfer From External AA to an ACD Group
The external AA (Stratagy or Customer supplied voice mail systems) can be programmed to
transfer calls to specific ACD Groups by assigning one-digit dialling prompts to each Group.
To transfer a call into an ACD Group from an external AA, the user must Recall and dial
#406XX
(
XX
= ACD Group number 01~16).
Loop Start Line Calls
Calls can be assigned to ring external AA ports in Program 81~89. The external AA can be
programmed to transfer calls to particular ACD Groups by assigning one-digit dialling
prompts to each Group.
DDI Line Calls
Calls can be assigned to ring directly into an external AA by assigning incoming digits to the
AA ports in Programs 81-83. Internal station to station [DN] calls cannot be transferred to
ACD Groups.
Overflow From an ACD Group Queue
ACD Calls
ACD calls can be routed to overflow to a [PDN], [SDN], [PhDN], to normal Exchange line
ringing assignments, to another ACD Group, or to a Distributed Hunt [DH] Group (see
Strata
CT Programming Manual, Flowcharts 6-3~6-10).
If the overflow [PhDN] or [PDN] is idle when overflow time occurs, an ACD call rings the
overflow destination [DN]. If it is busy, the ACD call does not overflow but remains in the
ACD queue until the overflow destination, an Agent telephone in the ACD Group, or a DH
Group member telephone becomes idle. The first device (Agent telephone or overflow
destination) to become idle receives the call. In this case, DDI/Tie lines operate the same as
ground, and loop start lines.
H
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