Program 10-4 Overview - Toshiba Strata DK40 Programming Manual

Automatic Call Distribution

Program 10-4 Overview

This program provides three system options. When enabled/disabled these options apply to
all ACD Groups and Agents. ACD system options are set as follows:
LED 01: Set Next-Available-First or Most-Idle-First Routing
Sets which algorithm the system follows to route ACD calls.
Next-Available-First, Turn LED 01 OFF—The Agent list is searched sequentially, starting
from (not including) the last found Agent, and ending with the first found available Agent.
This method of searching is similar to a circular-distributed hunt method.
Most-Idle-First, Turn LED 01 ON—The Agent with the most idle time, since the last ACD
call, receives the next call. If all Agents are busy and an Agent becomes available, that Agent
automatically receives the next call, regardless of idle time. If that should happen, the Agent
with the longest idle time may have to wait to receive a call. As Agents go idle, they are
added to the end of the ACD Agent routing list.
Note
LED 03: Supervisor Monitor Tone and Display
If Tone/LCD is enabled when a Supervisor monitors an Agent telephone, the Agent receives a
short dial tone burst (every 15 seconds) and a steady LCD display: MONITOR BY SUPRV.
The system also sends the monitor tone to the outside caller connected to the Agent. If Tone/
LCD is not enabled, the Agent and outside caller has no indication that their call is being
monitored by the Supervisor.
LED 04: ACD Group Unavailable Destination
When all Agents in a Group are in the Unavailable mode simultaneously, new incoming ACD
calls that are normally routed to the ACD Group's call waiting queue is immediately diverted
to either the Overflow-Queue-Point destination (set in
destination (set in
Flowchart
6-8
During busy ACD call traffic conditions, the algorithm routes calls that have been
waiting in the ACD Group queue directly to the first Agent telephone that becomes
available.
Program 14-6), depending on the status of Program 10-4 LED 04
6-6).
Program 10-4 ACD Parameters
Program 14-5) or to the End-of-Shift
Strata DK40 Programming Manual Spring 1999
(see