Acd Group Status - Toshiba strata CT Installation & Maintenance Manual

Loop Start Lines
Auto Attendant
Attendant Console
DDI/Tie Lines
H
C

ACD Group Status

After Shift Mode
Strata CT I&M Manual October 2000
Lines can overflow from an ACD queue to the CT Exchange line Normal Ringing
assignments set in Programs 81, 84, 87 and *81, *84, and *87; to the CT built-in AA or to an
attendant console. 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, or 87 and *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.
If the overflow destination is the CT 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.
If the overflow destination is the attendant console, calls immediately exit the queue and alert
the console whether the console is idle or busy. This applies to overflow queue time out
(Programs 11-1 and 14-4) and overflow point (see Programs 14-3, 14-5, and Flowcharts
6-8~6-10).
Lines cannot overflow to the CT Exchange line Normal Ringing assignments set in Programs
81, 84, 87 and *81, *84, and *87, or to the CT built-in AA.
If the overflow destination is assigned as either the CT Exchange line normal ringing or built-
in AA, DDI/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.
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 CT Programming
Manual, Flowchart 6-5):
N
If the After Shift destination is idle, all line types ring the idle destination. DDI/Tie and
loop start lines operate the same.
N
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
in for the After Shift Group, the call is sent to that Group's After Shift destination. DDI/
Tie and ground/loop start lines operate the same.
N
If the After Shift destination is a [DN], the [DN] rings. If the station is busy, DDI/Tie
lines camp on to the [DN] while loop start lines busy override ring the port.
ACD Installation
7-9