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CHAPTER 4 OFFICE DATA DESIGN
6. The relationship between ACDP Automatic Logoff and call distribution status is as follows.
7. When the IP terminal holding a line is reset and then released, press ACD Line key to answer the held call,
lifting the handset.
STEP 1: ASYDL - Assign the following system data for using ACDP Automatic Logoff:
SYS 1, Index 874, Bit 3 = 1 (In service).
State of terminal When ACDP Automatic Logoff is used
When ACDP Automatic Logoff is not
used
Idle
The state of agent shifts to “Logoff”.
The incoming call is not distributed to the
logged-off agent.
The state of agent stays “Logon”.
The incoming call is distributed to the failed
agent.
Ringing
The incoming call is not released but can be
directed to other available agent before the
state of agent shifts to “Logoff”.
After this call, the next call is not distrib-
uted to the logged-off agent.
Note: In the case of one agent, the state of
agent stays “Ringing” when the
state of agent shifts to “Logoff”.
The state of agent stays “Logon”.
The incoming call is not released but can be
directed to other available agent if “Call
Recovery” is valid or the state of agent
stays “Ringing” if invalid.
After this call, the next call continues to be
distributed to the failed agent.
Talking
The state of agent shifts to “Logoff”.
The call while talking becomes silent until
SMF (Status Monitor Facility) is released.
After this call, the next call is not distrib-
uted to the logged-off agent.
The state of agent stays “Logon”.
The call while talking becomes silent until
SMF (Status Monitor Facility) is released.
After this call, the next call continues to be
distributed to the failed agent.
On hold
The state of agent shifts to “Logoff”.
The held call is not released and hold tone
continues to be heard.
After this call, the next call is not distrib-
uted to the logged-off agent.
The state of agent stays “Logon”.
The held call is not released and hold tone
continues to be heard.
After this call, the next call continues to be
distributed to the failed agent.
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