Toshiba DK424I Benutzerhandbuch

This program provides three system options. When enabled/disabled these options apply to all 
ACD Groups and Agents. ACD system options are set as follows:

Sets which algorithm the system follows to route ACD calls.

Next-Available-First, Turn LED 01 Off—The Agent list is searched sequentially, starting from 
(not including) the last found Agent, and ending with the first found available Agent. This method 
of searching is similar to the circular-distributed hunt method.

Most-Idle-First, Turn LED 01 On—The Agent with the most idle time, since the last ACD call, 
receives the next call. If all Agents are busy and an Agent becomes available, that Agent 
automatically receives the next call, regardless of idle time. If that should happen, the Agent with 
the longest idle time may have to wait to receive a call. As Agents go idle, they are added to the 
end of the ACD Agent routing list.

During busy ACD call traffic conditions, the algorithm routes calls that have been waiting 
in the ACD Group queue directly to the first Agent telephone that becomes available.

If Tone/LCD is enabled when a Supervisor monitors an Agent telephone, the Agent receives a 
short dial tone burst (every 15 seconds) and a steady LCD display: MONITOR BY SUPRV. The 
system also sends the monitor tone to the outside caller connected to the Agent. If Tone/LCD is not 
enabled, the Agent and outside caller has no indication that their call is being monitored by the 
Supervisor.

When all Agents in a Group are in the Unavailable mode simultaneously, new incoming ACD calls 
that are normally routed to the ACD Group’s call waiting queue is immediately diverted to either 
the Overflow-Queue-Point destination (set in Program 14-5) or to the End-of-Shift destination (set 
in Program 14-6), depending on the status of Program 10-4 LED 04 (see 

).

✱  ✱  ✱ ✱  6SNU   +ROG  6SNU 

+ROG  6SNU   +ROG  6SNU   +ROG

All Agents Unavailable Route: Per Prog. 14-5 (Overflow 
Point Destination)

All Agents Unavailable Route: Per Prog. 14-6 (After Shift 
Destination)

Agent receives Supervisor Monitor Tone/LCD display 
when being monitored

Agent does not receive Supervisor Monitor Tone/LCD 
display when being monitored

Not used

Not used

ACD Mode: Most idle Agent receives next call

ACD Mode: Next Available Agent receives next call

Light Button/LEDs as defined by the table below. If 
the X column is checked, the LED should be On.

SELECT = 4