Toshiba Strata DK40 - Transfer from Built-In Auto Attendant (AA) to ACD Group; Transfer from External AA to an ACD Group; Overflow from an ACD Group Queue

ACD Line Operation/Programming Considerations DK40 ACD Installation
Strata DK40 I&M Manual Spring 1999
7-7
Refer to the Strata DK40 Programming Manual or DK Library CD-Rom for more details.
Transfer From Built-in Auto Attendant (AA) to ACD
Group
Loop Start Line Calls
Calls can be assigned to ring into the DK built-in AA in Program 78. Each ACD Group can
be assigned a unique one or two-digit AA dialling prompt in Program 09. Incoming calls on
these lines are answered by the AA. The caller then enters the one or two-digit number and is
connected to a specific ACD Group.
DDI/Tie ACD Line Calls
Calls cannot be assigned to ring the DK40 built-in AA, so they cannot be transferred from the
DK40 AA to an ACD Group.
Transfer From External AA to an ACD Group
The external AA (Stratagy or customer supplied voice mail) can be programmed to transfer
calls to specific ACD Groups by assigning one-digit dialling prompts to each Group.
To transfer a call into an ACD Group from an external AA, the user must recall (hookflash)
and dial &739;; (XX = ACD Group number 01~08).
Loop Start Line Calls
Calls can be assigned to ring external AA ports in Program 81~89. The external AA can be
programmed to transfer calls to particular ACD Groups by assigning one-digit dialling
prompts to each Group.
DDI and Tie Line Calls
Calls can be assigned to ring directly into an external AA by assigning incoming digits to the
AA ports in Program *09 for tie lines. Internal station to station [DN] calls cannot be
transferred to ACD Groups. Program *10 cannot be used to assign incoming digits to an
external AA.
Overflow From an ACD Group Queue
ACD Calls
ACD calls can be routed to overflow to a [PDN], to normal Exchange line ringing
assignments or to another ACD Group (see
Strata DK40 Programming Manual
,
Flowcharts
6-3 ~ 6-10).
If the overflow [PDN] is idle when overflow time occurs, an ACD call rings the overflow
destination [DN]. If it is busy, the ACD call does not overflow but remains in the ACD queue
until the overflow destination or an Agent telephone in the ACD Group becomes idle. The
first device (Agent telephone or overflow destination) to become idle receives the call. In this
case, DDI and tie lines operate the same as loop start lines.