Acd Group Status - Toshiba Strata DK40 Installation & Maintenance Manual

DK40 ACD Installation
Loop Start Lines
Lines can overflow from an ACD queue to the DK Exchange line Normal Ringing
assignments set in Programs 81, 84 and 87; to the DK40 built-in AA. When the overflow time
or point occurs, calls immediately exit the ACD Group queue and ring all stations assigned to
ring in Programs 81, 84 and 87 (no delay ringing assignment operates during overflow). Idle
stations and [DNs] ring normally while busy stations and [DNs] have a muted ring.
Note
Auto Attendant
If the overflow destination is the DK40 built-in AA, calls overflow immediately when
overflow time occurs and are routed per the AA program assignments. If the AA is busy, the
call still exits the ACD queue and queues onto the AA announcement port.
DDI/Tie Lines
Lines cannot overflow to the DK40 Exchange line Normal Ringing assignments set in
Programs 81, 84 and 87, or to the DK40 built-in AA.
If the overflow destination is assigned as either the DK40 Exchange line Normal Ringing or
built-in AA, tie lines route to the substitute destination [DN] assigned in Program *14-2.
This applies to overflow queue time out and overflow point destinations assigned in Programs
14-4/11-1, and 14-5, respectively.
If the overflow destination [DN] is busy when overflow time occurs, the ACD call does not
overflow but remains in the ACD queue until the overflow destination [DN] or an Agent
telephone in the ACD Group becomes idle. The first device (Agent telephone or overflow
destination) to become idle receives the call.
Note

ACD Group Status

After Shift Mode
When an ACD Group is placed in the After Shift mode, calls are not sent to the ACD Group's
queue or Agents, but are routed to the After Shift destination set in Program 14-6. The After
Shift operation for each possible case is described below (also see Strata DK40 Programming
Manual, Flowchart 6-5):
If the After Shift destination is idle, all line types ring the idle destination. DDI, tie and
loop start lines operate the same.
If the After Shift destination of an ACD Group is another ACD Group, and all Agents in
the destination Group are busy on calls or in the After Call Work Time mode, the call is
placed at the end of the destination ACD Group's queue. If there are no Agents logged
7-8
Refer to the Strata DK40 Programming Manual or DK Library CD-Rom for more details.
DDI lines will also follow the DK40 Exchange line Normal Ringing Assignments
(Program 81) if they are unable to follow the overflow point/time assigned.
Extreme caution must be used when assigning overflow destinations on Ring No
Answer, as an ACD call will not revert back to where it originated from. In the case
of the two examples below, calls will revert to the stations assigned to ring in
Program 81. If no stations are assigned in Program 81, there will be no call
indication for that call on the DK40, the caller however, will indefinitely be
presented with ring back tone.
If calls were set to RNA/Overflow from ACD Group 1 to ACD Group 1, they would
be unable to follow the RNA/Overflow destination (e.g. back to ACD Group 1).
If calls were set to RNA/Overflow from ACD Group 1 to ACD Group 2, which in
turn had RNA/Overflow set to ACD Group 1, calls would route to ACD Group 2,
but, be unable to follow the RNA/Overflow destination for ACD Group 2 (e.g. back
to ACD Group 1).
ACD Line Operation/Programming Considerations
Strata DK40 I&M Manual Spring 1999