Agent Ring No Answer Call Treatment - Toshiba strata CT Installation & Maintenance Manual

ACD Installation
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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 CT 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.
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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

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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 CT 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:
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7-10
If the After Shift destination is the CT Normal Ringing assignment, loop start lines ring
stations assigned to the ACD lines in Programs 81~89 (including delayed ringing
assignments). DDI/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 CT AA, ground/loop start lines are answered by the
AA and routed after the caller dials a digit prompted by the AA. DDI/Tie lines do not
route to the AA, but ring or camp on to the [DN] assigned in Program *14-2.
If the After Shift destination is the attendant console, calls ring or queue onto the
console whether it is busy or idle. This applies to DDI/Tie and loop start lines.
If the RNA destination is an idle [DN], it rings when RNA occurs. If the RNA [DN] is
busy when RNA occurs, DDI/Tie calls camp on to the [DN] and loop start lines route to
the Normal Ringing assignments in Programs 81~89 and *81, *84, and *87 (including
delay ring assignments).
If the RNA destination is an ACD Group, the call rings an idle Agent in that Group
when RNA occurs. If all Agents in the RNA destination ACD Group are busy when
RNA occurs, DDI/Tie lines route to the destination assigned in Program *14-2 and loop
start lines route to the Normal Ringing assignments in Programs 81~89 and *81, *84,
and *87 (including delay ringing assignments).
Strata CT I&M Manual October 2000