Agent Ring No Answer Call Treatment - Toshiba Strata DK40 Installation & Maintenance Manual

ACD Line Operation/Programming Considerations
in for the After Shift Group, the call is sent to that Group's After Shift destination. DDI,
tie and loop start lines operate the same.
If the After Shift destination is a [DN], the [DN] rings. If the station is busy, DDI and tie
lines camp on to the [DN] while loop start lines busy override ring the port.
If the After Shift destination is the DK40 Normal Ringing assignment, DDI and loop
start lines ring stations assigned to the ACD lines in Programs 81, 84 & 87. Tie lines do
not ring stations in the Normal Ring assignments but ring or camp on to the [DN]
assigned in Program *14-2.
If the After Shift destination is the DK40 AA, loop start lines are answered by the AA
and routed after the caller dials a digit prompted by the AA. Tie lines do not route to the
AA, but ring or camp on to the [DN] assigned in Program *14-2. DDI lines revert to the
Exchange Line Normal Ringing Pattern (81, 84 and 87).
All Agents Unavailable Mode
If all the Agents in an ACD Group become unavailable simultaneously, calls that would
normally ring into the ACD Group or enter the Group's queue are routed to either the Group's
After Shift destination, set in Program 14-6 or to the Group's Overflow Point destination, set
in Program 14-5 (see Strata DK40 Programming Manual, Flowchart 6-6).
The option of where to send calls when all Agents are unavailable is set system-wide for all
ACD Groups in Program 10-4, LED 04. All line types (loop start and DDI/tie) follow this
operation. If the "All Agents Unavailable Operation" is set to route calls to the After Shift
destination set in Program 14-6, (Program 10-4, LED 04 "Off"), calls to a Group whose
Agents are all unavailable are treated as if the ACD Group were in the After Shift mode.
If the "All Agents Unavailable Operation" is set to route calls to the Overflow Point
destination set in Program 14-5 (Program 10-4, LED 04 "On"), calls to a Group whose
Agents are all unavailable are treated as if they overflowed from the Group's queue even if
the overflow destination is busy. If the "All Agents Unavailable" overflow destination is
another ACD Group, calls route to an idle Agent, or are placed at the end of the overflow
ACD Group's queue.

Agent Ring No Answer Call Treatment

If an ACD call rings an Agent telephone for the time specified in Program 11-2 and the call is
not answered, the call is routed to ring another idle Agent in the same ACD Group for that
same time duration (see Strata DK40 Programming Manual, Flowchart 6-7).
This continues until all idle Agents in that Group have been rung. If the call is not answered
by an Agent, the call then routes to the destination assigned in Program 14-5. Two
consecutive Ring No Answer (RNA) calls to the same Agent automatically places that
Agent's telephone in the Unavailable mode. The RNA operation for possible cases is
described below:
If the RNA destination is an idle [DN], it rings when RNA occurs. If the RNA [DN] is
busy when RNA occurs, tie calls camp on to the [DN].
If the RNA destination is another ACD Group (not the same one), the call will ring an
available Agent. If all Agents are busy the call will join the queue for the ACD Group.
Strata DK40 I&M Manual Spring 1999
Refer to the Strata DK40 Programming Manual or DK Library CD-Rom for more details.
DK40 ACD Installation
7-9