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Automatic Call Distribution
Program 11 – ACD Timing Assignments
6-8 Strata DK Programming 5/00
Program 11 Overview
The ACD timers listed below can be set individually for each ACD Group. ACD timers apply to
loop, Tie, DID, DNIS, and ANI lines, not ground start lines.
Code 1: Time in ACD Queue Before Overflow
The time period (ranges from 0000~3600 seconds) a call(s) remains in an ACD queue pattern
before it attempts to overflow to the destination set in Program 14-4. The queue timer can be set
from 1 second to 3600 seconds (60 minutes) or to no overflow time out. If no overflow time out is
set (Data = “0000”), then the call remains in queue or overflows per Program 14-5 operation
settings (see Flowcharts 6-3 and 6-4 on Pages Page 6-42 and Page 6-43).
Code 2: Ring Agent Timer
The time period (ranges from 000 seconds to 4 minutes and 15 seconds) an ACD call will ring an
idle Agent telephone. When the time expires and the call is unanswered, the system hunts and
rings another idle Agent telephone from the same ACD Group for the same duration of time.
This process continues until all idle Agent telephones have been rung or the call is answered. If the
call remains unanswered after ringing the last idle Agent, it is routed to the destination set in
Program 14-5.
If the destination set in Program 14-5 is a [DN], the ACD line if idle rings the [DN]. If the [DN] is
busy, the ACD line rings the idle or busy [DN] or CO
/LQH3RROHG/LQH*US button assigned to
ring in Programs 81, 84, and 87 and flash in *81, *84, and *87. If a DID/Tie/DNIS/ANI line is
used, the call camps on to the busy station set in Program *14-2 (see Flowchart 6-7 on Page 6-46).
Code 3: After Call Work Timer
Immediately after an Agent disconnects from an ACD call, the After Call Work Timer begins to
count down (ranges from 000 seconds to 4 minutes, 15 seconds). The wrap-up count is updated to
display the active condition on the Agent telephone LCD (the wrap-up time remaining counts
down each second).
When an Agent telephone is in the After Call Work Time mode (wrap-up timer count down), the
telephone does not receive ACD calls, but it can receive non-ACD or PBX calls. An Agent can
cancel the wrap-up mode anytime by pressing the
(QG$IWHU&DOO:RUN7LPH button, by making
another call, or by going off and on-hook. After Call Work Time is not activated after the
completion of PBX calls made from, or received on, the Agent telephone’s
$&'&DOO button or
[PhDN].
Code 4: Ring-Back-Tone (RBT) Timer
Defines the time that a new incoming ACD call receives ring back tone, if no Agents are idle and
the caller must wait for the ACD queue announcement (ranges from 000~120 seconds) (Flowchart
6-1 on Page 6-40). This timer only applies to CO lines that are routed directly to the ACD Group
(all types of CO lines).
If a CO line is transferred to an ACD Group by a station or DK AA and no Agents are idle, this
timer does not apply. Calls immediately enter the ACD Group’s queue. If a caller hangs up while
connected to the RBT timer, the call is considered unanswered and the Strata DK system does not
send answer supervision (800-type calls are not billed in this case).
If the outside caller hangs up while the incoming call is connected to the RBT timer, the call is
abandoned and is not considered as an answered call. No answer supervision is sent from the
Strata DK System and “800” type calls will not be billed. Calls abandoned after the call is sent to
the first announcement will be considered as answered and billed.