Basic Service Flow - Panasonic DBS 576 Technical Manual

Built-In ACD Supervisor Guide

Basic Service Flow

The following chart shows the basic flow of ACD services.
Commands can be used to set any call distribution operation in the ACD Call
Handling Program.
During the initial start-up of the ACD, programming is performed
automatically using default sample programs.
Figure 2.
Wait for stop of
incoming call,
then disconnect.
Agent extension
line of agent group
1, 2, or 3
Note:
• If there is a transferred incoming call (incoming call type either CO line
576-25-521 (ACD 3.0)
Call Incoming
No
ACD-targeted call?
Yes
Read ACD Call Han-
dling Program number
corresponding to target
CO line.
Perform call distribu-
tion operation accord-
ing to ACD Call
Handling Program
number.
Call built-in VM
according to specified
VM number.
Built-In VM
or Tie line) during an extension line incoming call, this is considered as
an ACD-targeted call.
DBS 576 (USA) issued March 1999
Setting of the ACD-tar-
geted call and ACD Call
Handling Program num-
ber is performed by pro-
See
gram setting 2101 to
Note
2124 and 2201 to 2224
• Type :CO line/Tie
• Mode :Direct incom-
• ACD Call Handling
Any program for the ACD
Call Handling Program
number can be set by 4101
to 4104 using commands.
Extension other
than agent's. Disconnection
Section 521
line
ing call/trans-
ferred
incoming call
Program number: 1
to 4
The built-in VM
corresponding
to VM number
(1 to 4) can be
set by program
setting 4201 to
4204.
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