Automatic Call Distribution
Program 76-2 ACD Group DDI Alpha-Tagging Assignments
6-62
Strata DK40 Programming Manual Spring 1999
No
Yes
Yes
No
Yes
Yes
LED 04 OFF
LED 04 ON
Yes
Yes
No
Yes
No
Yes
Or
Or
Or
All agents in ACD group are unavailable when a call is transferred to the group from a station or Auto Attendant, or
routed to the group directly by Programs 14-0, *09 or *10.
Ring idle agent.
Is
destination
busy?
Is
destination
busy?
Is an
agent
ACD Call
button idle in the
group?
Is LED 04
in Program 10-4
turned off or on?
Are
all agents
busy or in after call work
mode?
Exchange lines that normally route to the ACD group will route to the overflow point
destination set in Program 14-5 (see ACD Flowchart 6-4).
Only one destination per ACD group can be assigned in Program 14-5.
Ring system
[DN], port
assigned in
Program 14-5.
If agent answers,
talk on ACD call. If
No Answer, ring
another idle agent
ACD Ca ll
button
or go to RNA
destination (see
ACD Flowchart 6-
3).
The group’s shift is ended or all agents
are not available:
Route call to group’s “EOS” or “All Agents
Unavailable” destination.
Important!
If this destination is the same
ACD Group from which the
call originated from (including
back to itself), the call will be
routed as follows: ground/loop
lines to Program 81 ~ 89
[DNs] and tie lines to Program
*14-2 system [DN]* assigned
to this group.
Exchange:
connect to Strata DK AA
and route call per AA
programming.
tie line:
ring or camp-on to station
programmed in Program
*14-2.
Exchange: busy override
ring system [DN]* per
programs 81, 84, 87.
tie line: camp-on busy to
system [DN]*, DH, or
attendant console port
assigned.
Call will enter the
back of the
group’s queue
and follow the
queue pattern and
overflow
assignments for
the group.
Exchange: busy override
ringing the busy system
[DN] assigned in
programs 81 ~ 89.
tie line: camp-on busy to
system [DN] assigned in
Program *14-2.
Exchange: ring
system [DN] per
Programs 81~89
tie ring station port
per Program
*
14-2.
All Agents Unavailable:
Destination is normal
Exchange line ringing
assignments.
Program 14-5 (321, 441)
All Agents Unavailable:
Destination is a system
[DN], port number.
Program 14-5 (000~027)
All Agents Unavailable:
Destination is another ACD
group.
Program 14-5: (301~308).
All Agents Unavailable:
Destination is Strata DK
built-in AA.
Program 14-5 (320, 440)
Call routes to the ACD
group’s After Shift
Destination set in Program
14-6 (see ACD Flowchart
6-5).
Note
Calls that are already in queue when all agents go Unavailable are
treated as any other call in queue. A call remains in queue until it
is answered by an idle agent, it overflows, the caller hangs-up, or
the Strata DK disconnect timer set in Program 11-9 expires and
releases the call.
0879
Notes
System [DNs] include:
Program 04 [PDNs]
Flowchart 6-6
All Agents Unavailable Operation
Содержание Strata AirLink DK40
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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 ...
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