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Built-In ACD Supervisor Guide Section 521
576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 3
Basic Service Flow
The following chart shows the basic flow of ACD services.
Commands can be used to set any call distribution operation in the ACD Call
Handling Program.
At initial start-up of ACD, programming is performed automatically using
default sample programs.
Figure 2.
See
No
Setting of the ACD-tar-
geted call and ACD Call
Handling Program num-
ber is performed by pro-
gram setting 2101 to
2124 and 2201 to 2224.
• Type :CO line/pri-
vate line
• Mode :Direct incom-
ing call/trans-
ferred
incoming call
• ACD Call Handling
Program number: 1
to 4
Ye s
Agent extension
line of agent group
1 or 2
Any program for the ACD
Call Handling Program
number can be set by 4101
to 4104 using commands.
Read ACD Call Han-
dling Program number
corresponding to target
CO line.
Call Incoming
Wait for stop of
incoming call,
then disconnect.
Perform call distribu-
tion operation accord-
ing to ACD Call
Handling Program
number.
Call built-in VM
according to specified
VM number.
ACD-targeted call?
Note
The built-in VM
corresponding
to VM number
(1 to 4) can be
set by program
setting 4201 to
4204.
Built-VM Extension line Disconnection
Note:
• If there is a transferred incoming call (incoming call type either CO line
or private line) during an extension line incoming call, this is considered
as an ACD-targeted call.