Agent Telephone Ring No Answer Operation; Flowchart - Toshiba Strata DK40 Programming Manual

Program 76-2 ACD Group DDI Alpha-Tagging Assignments

Flowchart 6-7

Notes
If two consecutive ACD calls sent to
an idle agent telephone are not
answered, the telephone will be placed
in the Unavailable mode automatically.
If the agent presses a [DN] or another
Exchange Line button, while the
ACD line is ringing, the ACD call will
mute ring the Agent telephone.
If the call entered the ACD queue prior
to Ring No Answer operation, delay
ringing assignments will not ring; only
immediate ring assignments
(Programs 81, 84 and 87) will ring.
Ring no answer destination
is a system [DN] port number.
Program 14-5
Yes
Is
destination
busy?
Yes
Exchange: busy override ring system
[DN] per Programs 81, 84, 87 (see
Notes).
tie line: camp-on busy to system [DN],
port assigned.
Strata DK40 Programming Manual Spring 1999

Agent Telephone Ring No Answer Operation

An ACD call routes to an idle agent telephone, but it is not answered when it rings.
Ring agent telephone for the
time duration of the "Ring
Agent Timer" Set in Program
11-2 (see Notes).
Yes
Exchange lines that normally route to the ACD group will route to the group's overflow point destination
set in Program 14-5 (see ACD Flowchart 6-8~6-11). Only one destination per ACD group can be
assigned in Program 14-5.
The destination assigned in Program 14-5 will also be the overflow point destination.
Or
Ring No Answer
destination is normal
Exchange line ringing
assignments.
Program 14-5 (321, 441)
Yes
Exchange: ring or busy
override ring the system
[DN] in normal ringing
No
assignments per
Programs 81~89,
(see Notes).
tie LINE: ring or camp-on
to system [DN] assigned
in Program 14-2 of
*
original ACD group.
Ring system [DN], port
assigned in
Program 14-5.
Notes
System [DNs] include:
Program 04 [PDNs]
Is
No
another agent
button before ring agent
idle?
No
Or
Ring No Answer destination
is another ACD group.
Program 14-5: (301~308)
Yes
Is an
No
agent
ACD Call
button idle in the
group?
Yes
Ring idle agent
ACD Call button.
If an agent answers, talk on ACD call. If no
answer, ring another idle agent or go to RNA
destination of this group.
If the RNA destination of this group is the
ACD group from which the call originated,
the call will be sent to the line's normal ring
pattern in Programs 81~89 [DN]; or, if tie
line, to the system [DN] assigned in Program
14-2.
*
Automatic Call Distribution
Does agent
answer
ACD Call Yes
timer expires?
Talk on ACD call.
Or
Ring No Answer
destination is Strata DK
built-in AA.
Program 14-5 (320, 440)
Yes
Ground/loop start:
connect to Strata DK AA
and route call per AA
programming.
DDI/tie/DNIS/ANI line:
ring or camp-on to station
programmed in
Program 14-2.
*
0880
6-63