Program 11 Overview - Toshiba Strata DK40 Programming Manual

Automatic Call Distribution

Program 11 Overview

The ACD timers listed below can be set individually for each ACD Group. ACD timers apply
to loop, tie and DDI lines.
Code 1: Time in ACD Queue Before Overflow
The time period (ranges from 0000~3600 seconds) a call(s) remains in an ACD queue pattern
before it attempts to overflow to the destination set in Program 14-4. The queue timer can be
set from 1 second to 3600 seconds (60 minutes) or to no overflow time out. If no overflow
time out is set (Data = "0000"), then the call remains in queue or overflows per
operation settings
Code 2: Ring Agent Timer
The time period (ranges from 000 - 255 seconds) an ACD call will ring an idle Agent
telephone. When the time expires and the call is unanswered, the system hunts and rings
another idle Agent telephone from the same ACD Group for the same duration of time.
This process continues until all idle Agent telephones have been rung, or the call is answered.
If the call remains unanswered, or if all other Agents are busy or logged out when the RNA
expires, the call is routed to the destination set in
Note
If the destination set in Program 14-5 is a [DN], the ACD line rings the [DN]. If the [DN] is
busy, the ACD line rings the [DN] assigned to ring in
used, the call camps on to the busy station set in
6-8).
Code 3: After Call Work Timer
Immediately after an Agent disconnects from an ACD call, the After Call Work Timer begins
to count down (ranges from 000 seconds to 255 seconds). The wrap-up count is updated to
display the active condition on the Agent telephone LCD (the wrap-up time remaining counts
down each second).
When an Agent telephone is in the After Call Work Time mode (wrap-up timer count down),
the telephone does not receive ACD calls, but it can receive non-ACD or PBX calls. An
Agent can cancel the wrap-up mode anytime by pressing the (QG $IWHU &DOO :RUN
7LPH button, by making another call, or by going off and on-hook. After Call Work Time is
not activated after the completion of PBX calls made from, or received on, the Agent
telephone's 3'1 or 3RROHG /LQH button.
Code 4: Ring-Back-Tone (RBT) Timer
Defines the time that a new incoming ACD call receives ring back tone, if no Agents are idle
and the caller must wait for the ACD queue announcement (ranges from 000~120 seconds)
(see Flowchart
ACD Group (all types of Exchange lines).
If an exchange line is transferred to an ACD Group by a station or DK AA and no Agents are
idle, this timer does not apply. Calls immediately enter the ACD Group's queue.
If the outside caller hangs up while the incoming call is connected to the RBT timer, the call
is abandoned and is not considered as an answered call. No answer supervision is sent from
the Strata DK40 System. Calls abandoned after the call is sent to the first announcement will
be considered as answered.
6-12
(see Flowcharts 6-3 and
If two calls in succession remain unanswered at an Agent telephone, that Agent
telephone automatically becomes unavailable.
6-1). This timer only applies to Exchange lines that are routed directly to the
Program 11 ACD Timing Assignments
6-4).
Program 14-5.
Programs 81, 84, and
Program *14-2 (see Flowcharts 6-6 ,6-7 and
Strata DK40 Programming Manual Spring 1999
Program 14-5
87. If a Tie line is