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Automatic Call Distribution
Program 10-4 – ACD/ISDN/Tandem Parameters
6-6 Strata DK Programming 5/00
Program 10-4 – ACD/ISDN/Tandem Parameters
Initialized Default: LEDs 12 and 14 are On
Program 10-4 Overview
This program provides three system options. When enabled/disabled these options apply to all
ACD Groups and Agents. ACD system options are set as follows:
LED 01: Set Next-Available-First or Most-Idle-First Routing
Sets which algorithm the system follows to route ACD calls.
Next-Available-First, Turn LED 01 Off—The Agent list is searched sequentially, starting from
(not including) the last found Agent, and ending with the first found available Agent. This method
of searching is similar to the circular-distributed hunt method.
Most-Idle-First, Turn LED 01 On—The Agent with the most idle time, since the last ACD call,
receives the next call. If all Agents are busy and an Agent becomes available, that Agent
automatically receives the next call, regardless of idle time. If that should happen, the Agent with
the longest idle time may have to wait to receive a call. As Agents go idle, they are added to the
end of the ACD Agent routing list.
Note During busy ACD call traffic conditions, the algorithm routes calls that have been waiting
in the ACD Group queue directly to the first Agent telephone that becomes available.
LED 02: Not Used
LED 03: Supervisor Monitor Tone and Display
If Tone/LCD is enabled when a Supervisor monitors an Agent telephone, the Agent receives a
short dial tone burst (every 15 seconds) and a steady LCD display: MONITOR BY SUPRV. The
system also sends the monitor tone to the outside caller connected to the Agent. If Tone/LCD is not
enabled, the Agent and outside caller has no indication that their call is being monitored by the
Supervisor.
LED 04: ACD Group Unavailable Destination
When all Agents in a Group are in the Unavailable mode simultaneously, new incoming ACD calls
that are normally routed to the ACD Group’s call waiting queue is immediately diverted to either
the Overflow-Queue-Point destination (set in Program 14-5) or to the End-of-Shift destination (set
in Program 14-6), depending on the status of Program 10-4 LED 04 (see Flowchart 6-6 on Page
6-45).
✱ ✱ ✱ ✱ 6SNU +ROG 6SNU +ROG 6SNU +ROG 6SNU +ROG
Button/
LED
X LED On LED Off
04
All Agents Unavailable Route: Per Prog. 14-5 (Overflow
Point Destination)
All Agents Unavailable Route: Per Prog. 14-6 (After Shift
Destination)
03
Agent receives Supervisor Monitor Tone/LCD display
when being monitored
Agent does not receive Supervisor Monitor Tone/LCD
display when being monitored
02
Not used Not used
01
ACD Mode: Most idle Agent receives next call ACD Mode: Next Available Agent receives next call
Light Button/LEDs as defined by the table below. If
the X column is checked, the LED should be On.
SELECT = 4