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Automatic Call Distribution
Program 39 – Flexible Button Assignments for ACD Telephones
Strata DK Programming 5/99 6-41
Automatic Call Distribution
Yes
Yes
Yes
Yes
Yes
No
Direct
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No
No
No
No
No
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Send call to ACD Group queue:
go to ACD Flowchart 6-2.
Possible ways to route CO line calls to ACD group.
CO line transferred to
ACD Group
(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 and ground start
CO lines are assigned
to ACD groups in
Program 14-0.
DID/tie/DNIS/ANI
line incoming digits
are assigned to
ACD Groups in
Program *09 or
Program 71.
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
button
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 CO 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.
♦ If an Agent ACD Call button is idle,
ACD calls will busy override and ring
the button even if an Agent is busy on
another [DN] or CO button.
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