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Automatic Call Distribution
Program 39 – Flexible Button Assignments for ACD Telephones
Strata DK Programming 5/00 6-41
Automatic Call Distribution
No No No
Go
back to
1 above.
Go
back to
1 above.
Go
back to
1 above.
Yes
Continue
GO to ACD Flowchart 6-7
"Ring No Answer."
BA C
Yes
Yes Yes Yes
No
Yes
Yes
1
Has
agent ACD
Call button in ACD
group become idle before
overflow occurs?
Talk on ACD call.
Does
the agent answer
before the Ring No Answer
timer in Program 11-3
expires?
Call enters ACD group queue because: agents are logged in, but are busy on other calls; or are in “After Call
Work” mode when the call is directed to the ACD group. Call is sent to ACD group directly by Program 14-0, *09,
or 71; or, the call is transferred to the group from a station or Auto Attendant (see ACD Flowchart 6-1).
Strata DK Continuously monitors points A, B, and C below.
Call enters ACD group queue because all
agents are busy on calls or in the After Call
Work mode. While a call is in queue, the
Strata DK continuously monitors points A, B,
and C below simultaneously.
If the queue disconnect timer set in Program
11-9 expires before the call is answered by
an Agent that goes idle, or the call
overflows, the Strata DK will disconnects the
call.
Call routed from another ACD
group because all agents in
that group are not available
(see ACD Flowchart 6-6).
Call routed from another ACD
group because the group is in
the after shift mode,
(see ACD Flowchart 6-5).
Ring agent
ACD call button.
Has the
overall queue
timer in Program 11-1
expired?
Has
the call
reached the overflow
point in Program
14-5?
Notes
1. “No overflow” means the call will not exit queue to ring the busy overflow
destination. The call exits queue and rings the busy overflow destination as
soon as the destination goes idle.
2. “Overflow” means the call will exit an ACD queue and busy override or mute
ring the busy destination.
3. System [DNs] include: Program 04 [PDNs]/[SDNs], and Program *04
[PhDNs].
4. The call will not overflow into a DH queue when all DH Group members are
busy or in DND.
0846
Go to ACD Flowchart 6-4
“Queue Point” and
Flowcharts 6-8 ~ 6-11
“Queue Pattern Configurations.”
Go to ACD Flowchart 6-3
“Queue Overflow Time Out.”
Overflow To Busy Destination Operation:
Tie/DID/DNIS/ANI
Lines
Ground/loop
Start Line
Overflow
Destination (Busy)
System [DN]
3
Distributed Hunt Group
Normal Ring Stations
Auto Attendant
Attendant Console
Another ACD Group
*
14-2 [DN]
No Overflow
No Overflow
4
See
*
14-2 Port
See
*
14-2 Port
Overflow
No Overflow
No Overflow
No Overflow
1
No Overflow
4
Overflow
2
Overflow
Overflow
No Overflow
N/A
Flowchart 6-2 ACD Group Queue/Overflow Operation