Unavailable Mode - Toshiba Strata DK14 General Description Manual

Automatic Call Distribution
ACD Agent Features

Unavailable Mode

This feature enables an Agent to become temporarily unavailable to ACD calls without having to
log out. The Unavailable mode can be used for lunch and coffee breaks, extended work times, etc.
When Agent telephones are placed in the Unavailable mode by using a flexible feature button,
dialing code, or when two successive ACD calls are sent to the Agent and are not answered
(automatic).
All Agents Unavailable
If all Agents in a group are made unavailable at the same time, new calls to the group are directed
to the normal overflow point destination or the end-of-ACD shift destination of the ACD group.
This destination option is a system option, and it applies to all ACD groups. It can also be assigned
independently.
If the end-of-ACD shift or "all Agents unavailable" overflow destination is a busy station or
announcement device, the call camps onto the busy destination or routes to other designated
telephone or announcement.
If the all-Agents-unavailable overflow destination is another ACD group, the call rings an Agent
in that group. If all the Agents are busy in the overflow group, the call enters the overflow group's
queue. If the overflow group's Agents are unavailable or the group is in the After Shift mode, the
call follows the normal routing scheme programmed for the overflow ACD group.
ACD Calls Ring No Answer (RNA)
If a call is RNA to one Agent in the group, the call rings an idle Agent in the same group. The Ring
Agent Timer program sets the time limit for answering a call. The time period can also be assigned
independently for each ACD group.
If there isn't another idle Agent telephone, the call is directed to the group's normal overflow point
destination. If the normal overflow point destination is busy when an RNA call is routed to it, the
call is re-routed to ring or camp-on to other designated telephones or is sent to an announcement.
All of these options are set in system programming.
Benefits
Agents can become temporarily unavailable for ACD calls without having to log out of the group,
providing flexibility and convenience.
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System Availability
Standard on Strata DK424 with ACD except
those with RCTUA processors
Strata DK Feature Description 5/99