Automatic Call Distribution

Program 14-5 – Overflow Point and Ring No Answer Routing Destination

Program 14-5 Overview

There are two basic options for call overflow:

Overflow Point: Calls in queue can overflow when they reach a particular point in the queue pattern (after the first, second, or third music timer expires). DATA = 1, 2, or 3 sets the music timer overflow point.

Queue Timer Expiration: Calls can cycle in the queue pattern and the same announcement(s) and music repeats until the overall queue timer expires (no overflow point). DATA = 0 selects the queue timer expiration. (See Program 14-3, Code 5, also see Flowcharts 6-2and 6-8on Pages Page 6-41and Page 6-47).

Calls in queue can overflow when they reach a particular point in the queue pattern (after the first, second, or third music timer expires) or calls can cycle in the queue pattern and the same announcement(s) and music are repeatedly sent to the destination set in Program 14-4 until the overall queue timer expires (see diagram later in this section). For further details, see Program 14- 3, Code 5 or Flowcharts 6-4and 6-8on Pages Page 6-43and Page 6-47.

♦If all Agents are Unavailable and the LED 04 is turned On in Program 10-4, calls route to the destination set in Program 14-5.

♦If the overflow station(s) or [DNs] are 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 14-5 and assign the ACD lines to ring the overflow station [DN] in Programs 81, 84, 87, *81,*84, and *87. Delay Ring assignments do not apply to Program 14-5 for delay ring.

♦If the overflow destination is the Strata DK System built-in AA or Attendant Console, calls will always exit queue when the overflow point is reached – even if the AA or Attendant Console is busy.

♦If the call(s) should remain in queue until the busy overflow destination becomes idle assign the overflow destination as a [DN] (000~239 or 500~739, except Attendant Console ports) or ACD Group (01~16) in Program 14-5.

If the Program 14-5 overflow destination is a DH Group, calls will not exit the ACD queue and enter the busy DH Group queue.

Only ground and loop start ACD calls overflow to the DK AA or normal ringing. DID, DNIS, ANI and Tie lines will overflow to the assignment set in Program *14-2 if code 320 or 321 is set in this program.

6-24

Strata DK Programming 5/00

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Toshiba DK40I, dk14, DK424I manual Program 14-5 Overview
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