Panasonic ICX Manual

Built-In ACD Supervisor Guide

Section 521

ICX-35-521 (ACD 3.0)

ICX (International) issued March 1999

7

The following chart shows the basic flow of ACD services.

Commands can be used to set any call distribution operation in the ACD Call 
Handling Program.

During the initial start-up of the ACD, programming is performed 
automatically using default sample programs.

See

No

Setting of the ACD-tar-
geted call and ACD Call 
Handling Program num-
ber is performed by pro-
gram setting 2101 to 
2124, 2201 to 2224, 
2301-2320, and 2401-
2404.
• Type :CO 

(Exchange) 
line/private 
line

• Mode :Direct incom-

ing call/trans-
ferred 
incoming call

• ACD Call Handling 

Program number: 1 

Yes

Agent extension 
line of agent group 
1, 2, or 3

Any program for the ACD 
Call Handling Program 
number can be set by 4101 
to 4104 using commands.

Read ACD Call Han-
dling Program number 
corresponding to target 
CO (Exchange) line.

Call Incoming

Wait for stop of 
incoming call, 
then disconnect.

Perform call distribu-
tion operation accord-
ing to ACD Call 
Handling Program 
number.

Call built-in VM 
according to specified 
VM number.

ACD-targeted call?

Note

The built-in VM 
corresponding 
to VM number 
(1 to 4) can be 
set by program 
setting 4201 to 
4204.

Built-VM

Extension line

Disconnection

• If there is a transferred incoming call (incoming call type either 

Exchange line or private line) during an extension line incoming call, 
this is considered as an ACD-targeted call.