Toshiba dk14, DK40I, DK424I manual Program 14-4Overview, 6-22

Automatic Call Distribution

Program 14-4 – Queue Time Out Overflow Destination

Program 14-4 Overview

This program sets the overflow point destination for CO line calls that are in an ACD queue for longer than the queue time set in Program 11-1. Calls only overflow when the overflow destination is idle or when it becomes idle if the overflow destination is a [PDN], [PhDN], Distributed Hunt [DH] Group, port or another ACD Group (see Flowchart 6-3on Page 6-42).

If the overflow destination is an ACD Group or a station port [DN] and it is busy, the call remains in queue.

If the overflow destination is to a Normal Ring assignment (Programs 81~89 and *81, *84, and *87), Attendant Console or the built-in AA, calls will exit queue and overflow if the destination is idle or busy. This assignment is not necessary if the overflow queue timer is set to infinity (infinity = 0000 in Program 11-1).

Only ground and loop start ACD calls will overflow to the Strata DK AA or Normal Ringing. DID, DNIS, and Tie lines will overflow to the assignment set in Program *14-2 if codes 320, 321, 440 or 441 is set in this program.

If the overflow destination is busy when overflow time occurs, the following options are available:

♦If the call(s) should exit the ACD queue and mute ring the busy overflow station, assign Code 321 (normal ringing) in Program 14-4 and assign the ACD lines to ring the overflow station [DN] in Programs 81, 84, 87, *81, *84, and *87.

Note Delay ring assignments do not apply to Program 14-4 for delay ring.

♦If the overflow destination is the DK Built-in AA or an Attendant Console, calls will always exit queue when the overflow timer expires (Program 11-1) – even if the AA or Attendant Console is busy.

♦If the call(s) should remain in queue until the busy overflow station or [DN] becomes idle, assign the overflow destination [DN] or another ACD Group in Program 14-4 as the overflow point.

♦

♦

If the overflow destination is a busy Distributed Hunt Group, the ACD call will not exit the ACD queue and enter the Distributed Hunt Group queue.

If it is required to route “Queue Time Out” overflow calls to a Voice Mail box (see the Program 14-6 record sheet).

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