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Automatic Call Distribution
Program 39 – Flexible Button Assignments for ACD Telephones
Strata DK Programming 5/00 6-43
Automatic Call Distribution
No
Yes
Yes Yes Yes Yes
Yes
Tie/DID/DNIS/ANI
Tie/DID/DNIS/ANI
Busy
Idle
NO
NO
Yes
OrOr Or
Ground/
Loop
Ground/loop
No
Yes
Has the call
received the number of
announcements and
music
Is
destination
busy?
Is
the line
ground/loop or
Tie/DID/DNIS/ANI?
Is the
system [DN], DH
assigned in
Program
*
14-2
busy or idle?
Is
the line
ground/loop start or
Tie/DID/
DNIS/ANI?
Is an
agent ACD Call
button idle in the
group?
Call remains in queue. The Strata DK
continuously monitors for an idle agent,
queue overflow timer – timeout per
Programs 11-1, and 14-4, or overflow
point Per program 14-5 (see ACD
Flowchart 6-2).
CO lines will attempt to exit the ACD group’s queue and route to the group’s “Overflow Point Destination” set in Program 14-5 (see ACD
Flowchart 6-8~6-11). If that destination is busy, the call remains in queue as shown below.
Only one destination can be assigned in Program 14-5 per ACD group.
Note The destination assigned in Program 14-5 will also be the RNA destination of the ACD group (see ACD Flowchart 6-7).
OP Destination is a system
[DN], DH or attendant
console port number
(Program 14-5).
Ring system DH,
[DN], or console
port assigned in
Program 14-5.
Ring the idle system [DN], DH
or assigned in Program
*
14-2.
Ground/loop start: busy
override ring system [DN]*
per Programs 81, 84, 87, and
*
81,
*
84,
*
87 (no delayed
ring).
Call connects to the DK
AA, call routed per AA
assignment programs.
The call remains in queue
until an agent ACD Call
button or an overflow
destination assigned in
Program 14-4 or 14-5
becomes idle.
Ring idle agent ACD Call
button: if agent answers, talk
on ACD call. If no answer,
ring another idle agent ACD
Call button or go to RNA
destination
(ACD Flowchart 6-3).
The call will remain in
queue until an agent or an
overflow destination
assigned in Program 14-4
or 14-5 becomes idle.
Ground/loop start: ring
system [DN] per
programs 81, 84, 87,
and
*
81,
*
84,
*
87 (no
delayed ring).
Tie/DID/DNIS/ANI
RING System [DN]
per Program
*
14-2.
OP Destination is normal
CO line ringing
assignments
(Program 14-5).
Queue Timeout Overflow
Destination is DK
built-in AA (Program 14-5).
Queue Timeout Overflow
Destination is another ACD
group (Program 14-5).
Call enters ACD queue: calls waiting in an ACD group’s queue can
be sent to an overflow destination if they have received a specified
number of announcement messages and music sequences (overflow
point) determined by Program 14-5 (see ACD Flowchart 6-8~6-11).
0877
Notes
System [DNs] include:
Program 04 [PDNs]/[SDNs]
Program
*
04 [PhDNs]
DH = Distributed Hunt Group
Is destination
busy? (See Note.)
Note If the
station port is
an RATU
Attendant Console
port, the call overflows
to the console: idle or
busy.
Flowchart 6-4 ACD Overflow Point