Automatic Call Distribution

Program *14-2 – DID, Tie, DNIS, ANI Line After Shift/Overflow Substitution Destinations

Program *14-2 Overview

Assigns a Normal Ringing or AA substitute destination for DID and/or Tie lines.

If an ACD Group is assigned to overflow (in Program 14-4 or 14-5) or route after shift service (Program 14-6) to the DK built-in AA or to Normal Ringing assignments (code 320 or 321), these assignments only apply to loop/ground start CO line calls. DID/Tie/DNIS/ANI line calls are directed to the port assigned in this Program (*14-2).

This is because only loop and ground start CO lines (not Tie or DID lines) can be routed to DK AA and/or Normal Ringing assignments.

Notes

●If the assignments for an ACD Group: Overflow Queue Timer (Program 14-4), Overflow Queue Point (Program 14-5), and/or After Shift (Program 14-6) destinations are programmed as Normal Ringing or AA, DID/Tie/DNIS/ANI lines will be routed to the destination [DN] assigned in this program. This is because DID/Tie/DNIS/ANI lines cannot be assigned to AA or Normal CO line ringing.

●If the destination [DN] assigned in this program is busy when one of the following occurs (Ring No Answer, All Agents Unavailable, End of ACD Shift), the overflowing DID/Tie/ DNIS/ANI line will camp on to the [DN]. Call Forward and/or Hunt from the destination assigned will occur if set on the destination station.

●DID, DNIS, ANI, and Tie line calls in queue do not overflow to busy ACD Groups, Intercom numbers, [PDNs], [PhDNs], or Distributed Hunt Groups; they remain in queue until the destination becomes idle.

●Call Forward No Answer will occur if set on the destination assignment. If the overflow destination is a Strata DK Attendant Console, calls will exit queue and overflow to the Attendant Console when the console is idle or busy.

Automatic Call Distribution

Strata DK Programming 5/00

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Toshiba DK424I, dk14, DK40I manual Program *14-2 Overview
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