Acd Group Call Routing - Toshiba Strata DK40 Programming Manual

Program 76-2 ACD Group DDI Alpha-Tagging Assignments
Flowchart 6-1
Exchangeline transferred
to ACD Group
Cnf/Trm #406XX
(XX = 01~16). Internal
[DN] calls cannot be
transferred to ACD groups.
Ring idle agent telephone
per ring agent timer in
Program 11-2; if agent
does not answer, ring next
idle agent per timer and
continue until all idle agent
telephones are rung or an
agent answers the call.
No
Does an Agent
answer?
Yes
Talk on ACD call.
Ring No Answer (RNA)
overflow to destination set
in Program 14-5. See
ACD Flowchart 6-7.
Send call to ACD Group
queue: go to ACD
Flowchart 6-2.
No
Does an
agent become idle
before Program 11-4 timer
expires?
Continue
Send ring back tone to the
caller for the time duration
set in Program 11-4 or until
an agent becomes idle.
Strata DK40 Programming Manual Spring 1999

ACD Group Call Routing

Possible ways to route Exchange line calls to ACD group.
Loop start Exchange DDI/tie line
lines are assigned to incoming digits are
ACD groups in assigned to ACD
Program 14-0. Groups in Program
*09 or Program
*10.
Yes
call attempting to
overflow from another
ACD Group
Agents logged
out or has the supervisor
ended the shift?
Are all Agents
unavailable?
If the answer to all the above questions is no,
then one or more agents are in the available
mode but are talking on other calls or in After
Call Work mode.
Yes
Is the call a direct Exchange
line call, or other type: transferred
Direct
from a station or Auto Attendant, routed from
another ACD group because all agents
are unavailable or in After Shift
DK built-in Auto
Attendant "one digit
prompts" are
assigned to ACD
groups in Program
09.
Call is
routed to
ACD
Group.
Notes
Is
Internal [DN] and external DISA
an
callers cannot direct dial into ACD
Agent
idle? Groups.
No
Is the
Yes
queue?
No
Are all
Yes
No
Yes
No
Continue
Other
Mode?
Automatic Call Distribution
From another ACD
group: call overflow
attempt, or all agents
unavailable, or in
After Shift mode.
Do not overflow. Remain in
original queue and continue
to look for an idle Agent in the
overflow group and in the
original group.
Call routes to ACD Group's
After Shift destination. See
ACD Flowchart 6-5.
Call routes to ACD Group's
After Shift destination or
Overflow Point destination.
See ACD Flowchart 6-6.
Send call to ACD Group queue:
go to ACD Flowchart 6-2.
0875
6-57