Chapter 6 - Automatic Call Distribution - Toshiba DK14 Programming Manual

Automatic Call Distribution
This chapter provides ACD programming information for the Strata DK40i, DK424 and DK424i
systems and their stations. ACD is not available for the DK14.
The programs specific to ACD are listed below.
o Program 03 – RSIU, RSSU, PIOU, or PIOUS ACD/MIS Slot Assignments
o Program 09 – Auto Attendant Prompt/ACD Group Assignments
o Program *09 – ACD Group DID/Tie Line Digit Assignments (use if Program 71 is not used)
o Program 10-4 – ACD Parameters
o Program 11 – ACD Timing Assignments
o Program 14-0 – Loop/Ground Start CO Line Direct Ring to ACD Group Assignments
o Program 14-1 – ACD Agent Identification Code Assignments
o Program *14-1 – Auto Answer with Zip Tone Assigned to Agent ID
o Program 14-2 – ACD Supervisor Passwords
Program *14-2 – DID/Tie/DNIS/ANI Line After Shift and Overflow Substitution Destination
o
o Program 14-3 – Announcement/Music Port Assignments and Queue Pattern
o Program 14-4 – Queue Time Out Overflow Destination
o Program 14-5 – Overflow Point and Ring No Answer Routing Destination Assignments
o Program 14-6 – After Shift Service Destination
o Program 14-71 – Queue Size for Alarm (Immediate Assignments)
o Program 14-72 – Queue Size for Alarm 1 (See also Program 11, code 6)
Program 14-73 – Queue Size for Alarm 2 (See also Program 11, code 7)
o
o Program 14-8 – Alarm Pattern Assignments
o Program 14-9 – Work Unit Assignments (Work Unit/Stroke Digit Length)
o Program 15 – Ground/Loop/Tie/DID Line Options
o Program 17 – DID/Tie Line Options
o Program 18 – Agent ID Code Name for MIS Assignments
Program 35 – Station Class of Service
o
o Program 39 – Flexible Button Assignments for ACD Telephones (in System and Station
Chapter)
o Program 71 – DID/Tie/DNIS/ANI Lines (use if Program *09 is not used)
Star (*) programs are the newer programs, and they are located behind the program of the same
name (e.g., Program *14-2 follows Program 14-2).
Strata DK Programming 5/00
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