All Agents Unavailable Operation; Flowchart - Toshiba Strata DK40 Programming Manual

Automatic Call Distribution

Flowchart 6-6

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]
All Agents Unavailable:
Destination is a system
[DN], port number.
Program 14-5 (000~027)
Yes
Is
destination
busy?
Yes
Exchange: busy override
ring system [DN]* per
programs 81, 84, 87.
tie 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.
6-62
Program 76-2 ACD Group DDI Alpha-Tagging Assignments

All Agents Unavailable Operation

routed to the group directly by Programs 14-0, * 09 or *10.
Exchange 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
All Agents Unavailable:
Destination is normal
Exchange line ringing
assignments.
Program 14-5 (321, 441)
Yes
Is
No
destination
busy?
Yes
Ring system
[DN], port
assigned in
Program 14-5.
Exchange: busy override
ringing the busy system
[DN] assigned in
programs 81 ~ 89.
tie line: camp-on busy to
system [DN] assigned in
Program * 14-2.
Is LED 04
LED 04 OFF
in Program 10-4
turned off or on?
LED 04 ON
Or
All Agents Unavailable:
Destination is another ACD
group.
Program 14-5: (301~308).
Yes
Is an
No
agent
ACD Call
button idle in the
group?
No
Exchange: ring
system [DN] per
Programs 81~89
tie ring station port
per Program 14-2.
*
Are
all agents
busy or in after call work
mode?
Yes
Call will enter the
back of the
group's queue
and follow the
queue pattern and
overflow
assignments for
the group.
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Strata DK40 Programming Manual Spring 1999
Call routes to the ACD
group's After Shift
Destination set in Program
14-6 (see ACD Flowchart
6-5).
Or
All Agents Unavailable:
Destination is Strata DK
built-in AA.
Program 14-5 (320, 440)
Yes
Exchange:
connect to Strata DK AA
and route call per AA
programming.
Yes
tie line:
ring or camp-on to station
programmed in Program
* 14-2.
If agent answers,
Ring idle agent.
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).
No
The group's shift is ended or all agents
are not available:
Route call to group's "EOS" or "All Agents
Unavailable" destination.
Important! If this destination is the same
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
[DNs] and tie lines to Program
* 14-2 system [DN]* assigned
to this group.