Program 76-2 ACD Group DDI Alpha-Tagging Assignments
Automatic Call Distribution
Strata DK40 Programming Manual Spring 1999
6-57
Yes
Yes
Yes
Yes
Yes
No
Direct
Yes
No
No
No
No
No
Continue
Continue
Other
Send call to ACD Group queue:
go to ACD Flowchart 6-2.
Possible ways to route Exchange line calls to ACD group.
Exchangeline transferred
to ACD Group
Cnf/Trm #406XX
(XX = 01~16).
Internal
[DN] calls cannot be
transferred to ACD groups.
Ring idle agent telephone
per ring agent timer in
Program 11-2; if agent
does not answer, ring next
idle agent per timer and
continue until all idle agent
telephones are rung or an
agent answers the call.
Loop start Exchange
lines are assigned to
ACD groups in
Program 14-0.
DDI/tie line
incoming digits are
assigned to ACD
Groups in Program
*09 or Program
*10.
DK built-in Auto
Attendant “one digit
prompts” are
assigned to ACD
groups in Program
09.
From another ACD
group: call overflow
attempt, or all agents
unavailable, or in
After Shift mode.
Call is
routed to
ACD
Group.
Is
an
Agent
idle?
Does an Agent
answer?
Ring No Answer (RNA)
overflow to destination set
in Program 14-5. See
ACD Flowchart 6-7.
Talk on ACD call.
Send call to ACD Group
queue: go to ACD
Flowchart 6-2.
Does an
agent become idle
before Program 11-4 timer
expires?
Are all
Agents logged
out or has the supervisor
ended the shift?
Is the
call attempting to
overflow from another
ACD Group
queue?
Send ring back tone to the
caller for the time duration
set in Program 11-4 or until
an agent becomes idle.
Is the call a direct Exchange
line call, or other type: transferred
from a station or Auto Attendant, routed from
another ACD group because all agents
are unavailable or in After Shift
Mode?
If the answer to all the above questions is no,
then one or more agents are in the available
mode but are talking on other calls or in After
Call Work mode.
Are all Agents
unavailable?
Do not overflow. Remain in
original queue and continue
to look for an idle Agent in the
overflow group and in the
original group.
Call routes to ACD Group's
After Shift destination. See
ACD Flowchart 6-5.
Notes
♦
Internal [DN] and external DISA
callers cannot direct dial into ACD
Groups.
Call routes to ACD Group's
After Shift destination or
Overflow Point destination.
See ACD Flowchart 6-6.
0875
Flowchart 6-1
ACD Group Call Routing
Содержание Strata AirLink DK40
Страница 1: ...Spring 1999 726 Telecommunications Division Programming Manual ...
Страница 22: ...Introduction Related Documentation xxii Strata DK40DK40 Programming Manual Spring 1999 ...
Страница 246: ...System Station Program 97 Printing Program Data through SMDR 3 188 Strata DK40 Programming Manual Spring 1999 ...
Страница 378: ...GL 8 Strata DK40 Programming Manual Spring 1999 ...