Toshiba dk14 6-42, Automatic Call Distribution, Flowchart 6-2ACD Group Queue/Overflow Operation

Automatic Call Distribution

Program 39 – Flexible Button Assignments for ACD Telephones

Flowchart 6-2 ACD Group Queue/Overflow Operation

Call enters ACD group queue because: agents are logged in, but are busy on other calls; or are in “After Call Work” mode when the call is directed to the ACD group. Call is sent to ACD group directly by Program 14-0, *09, or 71; or, the call is transferred to the group from a station or Auto Attendant (see ACD Flowchart 6-1).

Yes

Call routed from another ACD group because all agents in that group are not available (see ACD Flowchart 6-6).

Yes

Call enters ACD group queue because all agents are busy on calls or in the After Call Work mode. While a call is in queue, the Strata DK continuously monitors points A, B, and C below simultaneously.

If the queue disconnect timer set in Program 11-9 expires before the call is answered by an Agent that goes idle, or the call overflows, the Strata DK will disconnects the call.

Yes

Call routed from another ACD group because the group is in the after shift mode,

(see ACD Flowchart 6-5).

1

Strata DK Continuously monitors points A, B, and C below.

A B C

Has the

overall queueNo timer in Program 11-1

expired?

	Go
Yes	back to
	1 above.

Go to ACD Flowchart 6-3 “Queue Overflow Time Out.”

Has

the call

reached the overflow No point in Program

14-5?

	Go
Yes	back to
	1 above.

Go to ACD Flowchart 6-4 “Queue Point” and Flowcharts 6-8 ~ 6-11

“Queue Pattern Configurations.”

Has agent ACD

Call button in ACD No group become idle before

overflow occurs?

	Go
Yes	back to
	1 above.

Ring agent

ACD call button.

Continue

Overflow To Busy Destination Operation:
						Does
Overflow	Ground/loop	Tie/DID/DNIS/ANI
Destination (Busy)	Start Line	Lines		No	the agent answer
					before the Ring No Answer
System [DN]3	No Overflow1	No Overflow
					timer in Program 11-3
Distributed Hunt Group	No Overflow4	No Overflow4
						expires?
Normal Ring Stations	Overflow2	See *14-2 Port
Auto Attendant	Overflow	See *14-2 Port	GO to ACD Flowchart 6-7				Yes
Attendant Console	Overflow	Overflow
			"Ring No Answer."
Another ACD Group	No Overflow	No Overflow
*14-2 [DN]	N/A	No Overflow
Notes					Talk on ACD call.

1. “No overflow” means the call will not exit queue to ring the busy overflow	0846
destination. The call exits queue and rings the busy overflow destination as
soon as the destination goes idle.

2.“Overflow” means the call will exit an ACD queue and busy override or mute ring the busy destination.

3.System [DNs] include: Program 04 [PDNs]/[SDNs], and Program *04 [PhDNs].

4.The call will not overflow into a DH queue when all DH Group members are busy or in DND.

6-42 Strata DK Programming 5/99