Toshiba DK14 Programming Manual page 343

Flowchart 6-6 All Agents Unavailable Operation
All agents in ACD group are unavailable when a call is transferred to the group from a station or Auto Attendant, or
Notes
System [DNs] include:
Program 04 [PDNs]/[SDNs]
Program *04 [PhDNs]
DH = Distributed Hunt Group
All Agents Unavailable:
Destination is a system
[DN], DH, or attendant
console port number (see
Program 14-5).
Yes
Is
destination
busy?
Yes
Ring system
[DN], DH or
console port
assigned in
Program 14-5.
Loop/ground start: busy
override ring system [DN]*
per programs 81, 84, 87,
and * 81, * 84, * 87.
DID/Tie/DNIS/ANI line:
camp-on busy to system
[DN]*, DH, or attendant
console port assigned.
Note Calls that are already in queue when all agents go Unavailable are
treated as any other call in queue. A call remains in queue until it
is answered by an idle agent, it overflows, the caller hangs-up, or
the Strata DK disconnect timer set in Program 11-9 expires and
releases the call.
Strata DK Programming 5/00
routed to the group directly by Programs 14-0 or * 09.
Is LED 04
in Program 10-4
turned off or on?
CO lines that normally route to the ACD group will route to the overflow point
destination set in Program 14-5 (see ACD Flowchart 6-4).
Only one destination per ACD group can be assigned in Program 14-5.
Or Or
All Agents Unavailable:
Destination is normal CO
line ringing assignments
(see Program 14-5).
Yes
Is
No No
destination
busy?
Yes
Ground/loop start:
ring system [DN] per
Programs 81~89, and
* 81, * 84, * 87
Tie/DID/DNIS/ANI
ring station port per
Program
*
Loop/ground start: busy
override ringing the busy
system [DN] assigned in
programs 81 ~ 89, and
* 81, * 84, * 87.
DID/Tie/DNIS/ANI line:
camp-on busy to system
[DN] assigned in Program
* 14-2.
Program 39 – Flexible Button Assignments for ACD Telephones
LED 04 OFF
LED 04 ON
Or
All Agents Unavailable:
Destination is another ACD
group (see Program 14-5).
Yes
Is an
Yes
agent ACD Call
button idle in the
group?
No
Ring idle agent.
14-2.
Are
all agents
No
busy or in after call work
mode?
The group's shift is ended or all agents
Yes
are not available:
Route call to group's "EOS" or "All Agents
Call will enter the
Unavailable" destination.
back of the
Important! If this destination is the same
group's queue
and follow the
queue pattern and
overflow
assignments for
the group.
0879
Automatic Call Distribution
Call routes to the ACD
group's After Shift
Destination set in Program
14-6 (see ACD Flowchart
6-5).
All Agents Unavailable:
Destination is Strata DK
built-in AA (see
Program 14-5).
Yes
Ground/loop start:
connect to Strata DK AA
and route call per AA
programming.
DID/Tie/DNIS/ANI line:
ring or camp-on to station
programmed in Program
* 14-2.
If agent answers,
talk on ACD call. If
No Answer, ring
another idle agent
ACD Ca ll button
or go to RNA
destination (see
ACD Flowchart 6-
3).
ACD Group from which the
call originated from (including
back to itself), the call will be
routed as follows: ground/loop
lines to Program 81 ~ 89 and
* 81, * 84, * 87 [DNs] and
DID/Tie/DNIS/ANI lines to
Program * 14-2 system [DN]
assigned to this group.
6-45