Acd Line Operation/Programming Considerations; Acd Programming; Direct Incoming Assignments To Acd Groups; Ddi/Tie Incoming Line Calls - Toshiba strata CT Installation & Maintenance Manual

ACD Line Operation/Programming Considerations

ACD Programming

Direct Incoming Assignments to ACD Groups

Loop Start Incoming Line Calls
H
C

DDI/Tie Incoming Line Calls

Strata CT I&M Manual October 2000
All types of CT lines can be routed to ACD Groups (loop start, DDI/Tie). Lines can be assigned in
programming to route directly to ACD Groups when they ring or dial into the Strata CT system. All
line types can be programmed to transfer into an ACD Group from any telephone, attendant
console, or built-in or external AA.
Use the ACD programming guidelines and flowcharts provided in Chapter 6 of the Strata CT
Programming Manual to configure the remaining ACD items per the customer's requirements.
The following paragraphs describe differences in the operation and programming of loop start lines
versus DDI/Tie lines used with an ACD system.
Program 14-0: Used to make the line assignments to send calls directly to specific ACD Groups. If
a loop start line is assigned to an ACD Group in Program 14-0, it routes per that ACD Group's call
routing assignments.
ACD calls ring on Agent ACD Call [PhDN] buttons. Do not assign Exchange Line or Pooled
Line Grp buttons to Agent telephones. ACD Exchange Line or Pooled Line Grp buttons
can be assigned to overflow destination telephones.
Note Program 14-0 has priority over all other ringing assignments except Program 78 (61, 62,
and 63). If a line is assigned to ring an ACD Group in Program 14-0 at the same time the
line is assigned to ring the CT built-in AA in Program 78, the line routes to the AA.
Program 71-1, 2, or 3: assigns DDI incoming digits to ACD Groups. Program *09 assigns Tie Line
incoming digits to ACD groups.
If the incoming digits (XXXX) dialled from a Tie or DDI line match the digits assigned to an ACD
Group, the call routes per that ACD Group's call routing assignments.
ACD calls ring on Agent ACD Call [PhDN] buttons. Do not assign DDI/Tie Line buttons to
Agent telephones. However, ACD DDI/Tie Line buttons can be assigned to overflow destination
telephones.
ACD Installation
7-7