Acd Group Status - Toshiba STRATA DK14 Installation And Maintenance Manual

ACD Installation
ACD Line Operation/Programming Considerations
Ground/Loop Start Lines
Lines can overflow from an ACD queue to the DK CO line Normal Ringing assignments set in
Programs 81, 84, 87 and *81, *84, and *87; to the DK 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.
Auto Attendant
If the overflow destination is the DK 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.
Attendant Console
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
DID/Tie/DNIS/ANI Lines
Lines cannot overflow to the DK CO line Normal Ringing assignments set in Programs 81, 84, 87
and *81, *84, and *87, or to the DK built-in AA.
If the overflow destination is assigned as either the DK CO line normal ringing or built-in AA,
DID/Tie/DNIS/ANI 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.

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 DK Programming Manual,
Flowchart
o If the After Shift destination is idle, all line types ring the idle destination. DID/Tie/DNIS/ANI
and ground/loop start lines operate the same.
o 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. DID/Tie/DNIS/ANI and
ground/loop start lines operate the same.
o If the After Shift destination is a [DN], the [DN] rings. If the station is busy, DID/Tie/DNIS/
ANI lines camp on to the [DN] while ground/loop start lines busy override ring the port.
o If the After Shift destination is the DK Normal Ringing assignment, ground/loop start lines
ring stations assigned to the ACD lines in Programs 81~89 (including delayed ringing
13-8
6-5):
Flowcharts 6-8~6-10).
Strata DK I&M 6/00