user manual

Automatic Call Distribution
Program 39 – Flexible Button Assignments for ACD Telephones
Strata DK Programming 5/99 6-43
Automatic Call Distribution
No
Yes
Yes
No
Yes Yes Yes
Yes
Yes
Yes
Tie/DID/
DNIS/ANI
Tie/DID/DNIS/ANI
Ground/Loop
Busy
Idle
No
No
No
Yes
OrOr Or
Ground/
Loop
Has the queue
overflow timer in Program
11-1 expired?
Is destination
busy?
Is destination
busy? (See Note.)
Is the line
ground/loop or
Tie/DID/DNIS/ANI?
Is
the
system [DN] port
assigned in
Program
*
14-2
idle?
Is
the line
ground/loop start
or Tie/DID/
DNIS/ANI?
Is an agent ACD
Call button idle in the
overflow group?
Call remains in queue: the Strata DK
continuously monitors for an idle agent,
queue overflow timer – time out, or
overflow point per Program 14-5 (See
ACD Flowchart 6-2).
CO lines will atttempt to exit the ACD group’s queue and will route to the group’s “Queue Time-out Overflow Destination”
set in Program 14-4.
In some cases, if that destination is busy, the call remains in queue as shown below:
Only one destnation can be assigned in Program 14-4 per ACD group.
Queue Timeout Overflow
Destination is a system
[DN], DH, or attendant port
number. Program 14-4 (see
record sheet )
Ring system, DH, [DN],
or console port
assigned in Program
14-4.
Ring an idle agent in the
overflow group or idle system
[DN] or DH assigned in
Program 14-5.
Ring the idle system [DN]
assigned in Program
*
14-2.
Ground/loop start: busy
override ring system [DNs] per
Programs 81, 84, 87 and
*
81,
*
84,
*
87 (no delayed ring).
Call connects to the DK
Auto Attendant calls
routed per AA assignment
programs.
The call remains in
original queue until an
agent ACD C all
button or an overflow
destination assigned in
Programs 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 Flowcharts
6-8~6-11).
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.
Queue Timeout Overflow
Destination is normal CO line
ringing assignment. Program
14-4 (321, 441)
Queue Timeout Overflow
Destination is Strata DK
built-in Auto Attendant.
Program 14-4 (320, 440)
Queue Timeout Overflow
Destination is another ACD
group. Program 14-4:
RCTUBA/BB, RCTUC/D
(301~316), RCTUE/F (401~416)
Call enters ACD queue: calls waiting in an ACD group’s queue can be sent to
an overflow destination if they have been in queue longer than the time
duration set in Program 11-1 (Queue Over ow Timer).
Is the
destination in
Program 14-5 an idle
DH, ACD group, or
system [DN]
port?
0876
Notes
System [DNs] include:
Program 04 [PDNs]/[SDNs]
Program
*
04 [PhDNs]
DH = Distributed Hunt Group
Note If the
station port is
an RATU
Attendant Console
port, the call overflows
to the console: idle or
busy.
Flowchart 6-3 ACD Time Out Overflow