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Automatic Call Distribution
Program 14-9 – Work Unit Assignments
6-34 Strata DK Programming 5/00
Program 14-9 – Work Unit Assignments
Initialized Default: account digits for each Group = 02
Program 14-9 Overview
This program selects the length of the Work Unit code for each ACD Group.
Agents talking on an ACD call can press the
:RUN8QLW button and enter a Work Unit code (1~15
digits) for each call. The outside caller cannot hear the code, so conversation is not interrupted.
SMIS only records (Peg) one or two digit Work Unit codes. SMDR can record 1~15 digit Work
Unit codes. If multiple work unit codes are entered on the same ACD call, only the last code
entered will be sent to SMDR; however, SMIS will register all Work Unit codes entered.
The Strata DK SMDR data will send up to 15 Work Unit digits in the Account Code data field of
the standard DK SMDR output. MIS (TTY) data will send only 1- or 2-digit Work Unit codes.
When the
:RUN8QLW button is pressed on the Agent telephone, the LCD shows “ENTER STRK
DIAL”. The Agent must enter the number of digits assigned in this program to allow a work unit
peg to be sent to SMIS. Any number of digits entered (even if less than assigned in this program)
will be sent to SMDR when the ACD call is ended.
✱ ✱ ✱ ✱ 6SNU +ROG 6SNU +ROG 6SNU +ROG 6SNU +ROG
Processor ACD Group Numbers
DK40i, RCTUA, RCTUBA/BB, B1CU 01~08
RCTUC/D, B2CAU/BU, B3CAU/CU 01~16
RCTUE/F, B5CAU/CU 01~16
ACD Group Number Number of Work Unit Digits
DATA = Account Digits (01~15)SELECT = 9
SELECT = ACD Group No.