Automatic Call Distribution

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

If announcements should not be repeated, see Flowcharts 6-8~6-10on Pages Page 6-47~Page6-50and “Non-Repeating Queue Announcement” explanation under Program 14-5.

Call Queue Overflow Point (OP) Guide

OP1

 

OP2

 

OP3

 

 

 

 

 

 

 

A1 M1 A2 M2 A3 M3 or

OP0

Calls in Queue go back to the announcement (1~3) selected in Program 14-3, Code 5 and continue to repeat until overall overflow Queue Time (Program 11-1). When the Overflow Queue Timer expires, the call attempts to overflow to the destinations set in Program 14-4.

A1~A3 = Announcement Device 1~3.

OP1~OP3 can be a station or Attendant Console port (including an additional announcement device, but not A1~A3), ACD Group, built-in AA, or ring telephone [DNs] per the normal ringing assignment (Programs 81, 84, 87, *81, *84, and *87).

M = Music Source

M1 Time = Program 11-51

M2 Time = Program 11-52

M3 Time = Program 11-53

Automatic Call Distribution

1943

Notes

♦Unanswered ACD calls to Agent telephones will be routed to the destination assigned in Program 14-5.

♦If it is desired to route Overflow Point/RNA calls to a Voice Mail box, see Program 14-6 record sheet for instructions.

♦If no overflow point is selected (DATA = 0) and the queue overflow time is set to infinity (Program 11-1), calls do not overflow.

♦If the overflow operation is at overflow points 1, 2, or 3, assign the overflow destination in this program.

♦If the overflow occurs after the queue timer expires, assign the overflow destination in Program 14-4.

♦If all Agents are in the Unavailable mode, CO calls to the ACD Group can be routed to the assigned overflow destination in this program as an option (see Program 10-4 LED 04).

ACD calls that ring Agent telephones and are not answered route to the destination set in Program 14-5 (see Flowchart 6-7).

Overflow Operation

If the Program 14-5 overflow destination is a station [PDN], [PhDN], another ACD Group, or, a Distributed Hunt Group and it is busy when a call overflow point is reached, the call remains in queue until the overflow point destination becomes idle. (See Flowcharts 6-2, 6-3 and 6-4.)

When the overall queue timer expires, the call also attempts to overflow to the destination set in Program 14-4. The call is sent to an idle Agent or to the overflow point set in Programs 14-4 or 14- 5, whichever becomes idle first.

If the overflow destination is the Normal Ring assignment (Programs 81, 84, and 89), the DK Attendant Console, or AA, overflow occurs even if the destination is busy. See Flowchart 6-4on Page 6-43.)

If the overflow destination is the DK AA or Normal Ringing assignments, DID/Tie/DNIS/ANI line calls overflow to Program *14-2 assignment only when the destination is idle.)

Strata DK Programming 5/00

6-25

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Toshiba DK424I, dk14, DK40I manual Overflow Operation, Call Queue Overflow Point OP Guide
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