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Automatic Call Distribution
Program 39 – Flexible Button Assignments for ACD Telephones
Strata DK Programming 5/99 6-45
Automatic Call Distribution
No
Yes
Yes
No
Yes Yes Yes
Yes
No
Yes No
Yes
Or
Or OrOr
Or Or
End of ACD Shift Conditions
Ring idle agent
Is
destination busy?
Is
destination busy?
Is an agent
ACD Call button idle
in the group?
Are all
agents Busy or in the
After Call Work
Mode?
Supervisor presses End of ACD
Shift button.
CO lines that normally route to the ACD group will only route to the group's After
Shift Destination set in Program 14-6.
Only one destination per ACD group can be assigned in Program 14-6.
All agents Unavailable and
Program 10-4 LED 4 OFF.
All agents
logged out.
Ring system [DN],
DH, or console port
assigned in
Program 14-5.
If agent answers,
talk on ACD call if
no answer, ring
another idle agent
ACD Call button or
go to RNA
destination (see
ACD Flowchart 6-7)
The group’s shift is ended or all
agents are not available:
Route call to the group's “EOS” or
“All agents unavailable”
destination.
Important! If this destination is the
same ACD Group from
which the call originated
(including back to
itself), the call will be
routed as follows:
ground/loop lines to
Programs 81~89 and
*
81,
*
84,
*
87 [DNs] and
DID/tie/DNIS/ ANI
lines to Program
*
14-2
System [DNs]* assigned
to this Group.
Ground/loop start: connect to
DK built-in Auto Attendant and
route call per AA programming
DID/tie/DNIS/ANI line:
Ring or Camp-on to station as
programmed in Program
*
14-2.
Ground/loop start: Busy
Override ring the system
[DN] or attendant console
port assigned.
DID/tie/DNIS/ANI line:
Camp-on Busy to the
system [DN], DH, or
console port assigned.
Call enters the back of the
group's queue and follows
the queue pattern and
overflow assignments for
the group.
Ground/loop start: Busy
Override ringing all 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 or console
port assigned.
Ground/loop start:
ring system [DN] per
Programs 81~89 and
*
81,
*
84,
*
87.
TIE/DID ring system
[DN] per
Program
*
14-2.
After Shift Destination is
Normal CO line ringing
assignments.
Program 14-6 (321, 441)
After Shift Destination is a
system [DN] or DH or
attendant console port
number.
Program 14-6 (see record
sheet)
After Shift Destination is
another ACD group.
Program 14-6: RCTUBA/BB,
RCTUC/D (301~316),
RCTUE/F (401~416)
After Shift Destination is
DK built-in Auto Attendant.
Program 14-6 (320, 440)
Note Calls that are already in queue when the shift is
ended remain in queue until answered by an idle
agent, they overflow, the caller hangs up, or the
disconnect timer (Program 11-9) expires.
0878
Notes
System [DNs] include:
Program 04 [PDNs]/[SDNs]
Program
*
04 [PhDNs]
DH = Distributed Hunt Group
Flowchart 6-5 After Shift Operation