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Automatic Call Distribution
Program 39 – Flexible Button Assignments for ACD Telephones
Strata DK Programming 5/00 6-45
Automatic Call Distribution
No
Yes
Yes
No
Yes Yes
LED 04 OFF
LED 04 ON
Yes
Yes
No
Yes No
Yes
OrOr 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 or
*
09.
Is an
agent ACD Call
button idle in the
group?
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).
Ring idle agent.
Is
destination
busy?
Is
destination
busy?
Is LED 04
in Program 10-4
turned off or on?
Are
all agents
busy or in after call work
mode?
CO 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], DH or
console port
assigned in
Program 14-5.
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 and
*
81,
*
84,
*
87 [DNs] and
DID/Tie/DNIS/ANI lines to
Program
*
14-2 system [DN]
assigned to this group.
Ground/loop start:
connect to Strata DK AA
and route call per AA
programming.
DID/Tie/DNIS/ANI line:
ring or camp-on to station
programmed in Program
*
14-2.
Loop/ground start: busy
override ring system [DN]*
per programs 81, 84, 87,
and
*
81,
*
84,
*
87.
DID/Tie/DNIS/ANI 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.
Loop/ground start: busy
override ringing the busy
system [DN] assigned in
programs 81 ~ 89, and
*
81,
*
84,
*
87.
DID/Tie/DNIS/ANI line:
camp-on busy to system
[DN] assigned in Program
*
14-2.
Ground/loop start:
ring system [DN] per
Programs 81~89, and
*
81,
*
84,
*
87
Tie/DID/DNIS/ANI
ring station port per
Program
*
14-2.
All Agents Unavailable:
Destination is normal CO
line ringing assignments
(see Program 14-5).
All Agents Unavailable:
Destination is a system
[DN], DH, or attendant
console port number (see
Program 14-5).
All Agents Unavailable:
Destination is another ACD
group (see Program 14-5).
All Agents Unavailable:
Destination is Strata DK
built-in AA (see
Program 14-5).
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]/[SDNs]
Program *04 [PhDNs]
DH = Distributed Hunt Group
Flowchart 6-6 All Agents Unavailable Operation