Toshiba strata CT Installation & Maintenance Manual page 256

ACD Installation
Line Number
018D
Line Number
H
Line Number
Lost or Abandoned Calls DDI/Caller ID Number Storage
C
Figure 7-9
Delay Ring to Built-in Auto Attendant — Dial ACD Group "1" Digit
003 MSS
003 ACD
003 204
Figure 7-10 Delay Ring to Built-in AA Example
7-14
Direct ACD call with Caller ID Number, answered by ACD Queue Announcer 4414. Call stays in queue until
Agent button, [PhDN] 500 on Station 4403 becomes available. Agent answers call on
button [PhDN] 500, line 1 prints, services call and hangs up, line 2 prints.
Indicates ACD GRP Announcer Port
DDI Line
018D ACD 4414 01:32
018 4403 500 01:32
on station 4403
Station 4403 [PDN]
Direct ACD call with DDI, does not enter queue and is answered by Agent Station 4403 on
[PhDN] 500. The information below prints on SMDR when the Agent hangs up.
Indicates
DDI Line
4403 500 02:05
Station 4403 [PDN]
Direct Caller ID Number call goes to queue and caller hangs up while in queue; the information below prints on
SMDR.
Indicates
DDI LINE
018D ACD 4414 02:34
ACD Queue Announcer [PDN]
Direct ACD call does not go to queue but rings Agent: Abandoned call is stored on Agent telephone.
Direct ACD call does not go to queue but rings Agent. Agent does not answer and call goes to Ring No Answer
(RNA) destination telephone: Abandoned call DDI/Caller ID Number is stored on RNA destination telephone.
Direct ACD call rings to ACD Group. Caller hangs up before ACD announcer answers: Abandoned Call DDI/Caller
ID Number is stored on telephone owner of ACD line which received the call (Program
Direct ACD call is answered by ACD queue announcer: Abandoned call DDI/Caller ID Number information is
printed on SMDR as shown directly above.
ACD Printout Example
14:47 00:00;10 00;16
14:47 00:00;03
14:48 00:00;42
Agent [PDN]
00:00;13 00;14 4403
00:00;17
Button [PhDN]
00:00;06 00;19
Button [PhDN]
00:00;03 00;17
Time caller dials "1"
Auto Attendant Announce Time Duration
Ring Duration Time before AA answer
Indicate AA sent call to ACD Group
ACD
Work Unit Entry appears in Acct Code Field
204
Agent or Overflow Destination Telephone
Primary Directory Number [PDN]
Agent ring before Answer Time Duration
Agent Talk Time Duration
Call Disconnect Time
Exchange Line Number
*7145833700**
Caller ID Number Prints
On SMDR After Agent Answers
button
*7145833700**
Caller ID Number Prints On
SMDR After Agent Hangs Up
*7145833333**
Caller ID Number Prints
When Caller Hangs Up
* 52 assignment).
Strata CT I&M Manual October 2000
2083 CT I&M