After Shift Operation; Flowchart - Toshiba Strata DK40 Programming Manual

Program 76-2 ACD Group DDI Alpha-Tagging Assignments

Flowchart 6-5

Notes
System [DNs] include:
Program 04 [PDNs]
After Shift Destination is a
system [DN] port number.
Program 14-6 (see record
sheet)
Yes
Is
destination busy?
Yes
Exchange: Busy Override
ring the system [DN] port
assigned.
tie line:
Camp-on Busy to the
system [DN], port
assigned.
Note Calls that are already in queue when the shift is
ended remain in queue until answered by an idle
agent, they overflow, the caller hangs up, or the
disconnect timer (Program 11-9) expires.
Strata DK40 Programming Manual Spring 1999

After Shift Operation

End of ACD Shift Conditions
Or
All agents Supervisor presses
logged out.
ACD Shift
Exchange lines that normally route to the ACD group will only route to the group's
After Shift Destination set in Program 14-6.
Only one destination per ACD group can be assigned in Program 14-6.
Or
After Shift Destination is
Normal Exchange line
ringing assignments.
Program 14-6 (321, 441)
Yes
Is
No
destination busy?
Yes
Exchange:
Ring system [DN],
ring system [DN] per
port assigned in
Programs 81~89.
Program 14-5.
TIE ring system [DN]
per Program
Exchange: Busy Override
ringing all busy system
[DN] assigned in
Programs 81~89
tie line:
Camp-on Busy to system
[DN]* assigned in
Program 14-2 or console
*
port assigned.
Or Or
All agents Unavailable and
End of
Program 10-4 LED 4 OFF.
Or Or
After Shift Destination is
another ACD group.
Program 14-6: (301~308)
Yes
Is an agent
No Yes
ACD Call button idle
in the group?
No
Ring idle agent
14-2.
*
Are all
agents Busy or in the
After Call Work
Mode?
The group's shift is ended or all
agents are not available:
Route call to the group's "EOS" or
Yes
"All agents unavailable"
destination.
Call enters the back of the
Important! If this destination is the
group's queue and follows
the queue pattern and
overflow assignments for
the group.
0878
Automatic Call Distribution
After Shift Destination is
DK built-in Auto Attendant.
Program 14-6 (320, 440)
Yes
Exchange: connect to DK built-
in Auto Attendant and route call
per AA programming tie line:
Ring or Camp-on to station as
programmed in Program 14-2.
*
If agent answers,
talk on ACD call if
no answer, ring
another idle agent
ACD Call button or
go to RNA
destination (see
ACD Flowchart 6-7)
No
same ACD Group from
which the call originated
(including back to
itself), the call will be
routed as follows:
ground/loop lines to
Programs 81~89 [DNs]
and tie lines to Program
* 14-2 System [DNs]*
assigned to this Group.
6-61