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Automatic Call Distribution
Program 39 – Flexible Button Assignments for ACD Telephones
6-46 Strata DK Programming 5/00
Yes
No
Yes Yes
Yes
Yes
Yes
No
OrOr Or
An ACD call routes to an idle agent telephone, but it is not answered when it rings.
0880
Talk on ACD call.
Ring idle agent
ACD Call button.
Is
destination
busy?
Is
another agent
idle?
Does agent
answer ACD Call
button before ring agent
timer expires?
Is an
agent ACD Call
button idle in the
group?
CO lines that normally route to the ACD group will route to the group’s overflow point destination set in
Program 14-5 (see ACD Flowchart 6-8~6-11). Only one destination per ACD group can be assigned in
Program 14-5.
The destination assigned in Program 14-5 will also be the overflow point destination.
Ground/loop start:
connect to Strata DK AA
and route call per AA
programming.
DID/Tie/DNIS/ANI line:
ring or camp-on to station
programmed in
Program
*
14-2.
Loop/ground start: busy override ring
system [DN] per Programs 81, 84, 87,
and
*
81,
*
84,
*
87 (see Notes).
DID/Tie/DNIS/ANI line: camp-on busy to
system [DN], DH, or console port
assigned.
If an agent answers, talk on ACD call. If no
answer, ring another idle agent or go to RNA
destination of this group.
If the RNA destination of this group is the
ACD group from which the call originated, the
call will be sent to the line's normal ring
pattern in Programs 81~89, and
*
81,
*
84,
*
87
[DN]; or, if Tie/DID/DNIS/ANI line, to the
system [DN] assigned in Program
*
14-2.
Loop/ground start: ring or
busy override ring the
system [DN] in normal
ringing assignments per
Programs 81~89, and
*
81,
*
84,
*
87 (see Notes).
DID/Tie/DNIS/ANI LINE:
ring or camp-on to system
[DN] assigned in Program
*
14-2 of original ACD
group.
Ring No Answer
destination is normal CO
line ringing assignments
(see Program 14-5).
Ring no answer destination
is a system [DN] or DH
attendant console or DH port
number (see Program 14-5).
Ring No Answer destination
is another ACD group (see
Program 14-5.
Ring No Answer
destination is Strata DK
built-in AA (see Program
14-5.
Ring agent telephone for the
time duration of the “Ring
Agent Timer” Set in Program
11-2 (see Notes).
Yes YesNo
No
Ring system [DN], DH, or
console port assigned in
Program 14-5.
Notes
● If two consecutive ACD calls sent to
an idle agent telephone are not
answered, the telephone will be placed
in the Unavailable mode automatically.
● If the agent presses a [DN] or another
CO Line button, while the ACD line
is ringing, the ACD call will mute ring
the Agent telephone.
● If the call entered the ACD queue prior
to Ring No Answer operation, delay
ringing assignments will not ring; only
immediate ring assignments (Programs
81, 84, 87 and
*
81,
*
84,
*
87) will ring.
Notes
System [DNs] include:
Program 04 [PDNs]/[SDNs]
Program
*
04 [PhDNs]
DH = Distributed Hunt Group
Flowchart 6-7 Agent Telephone Ring No Answer Operation