Toshiba DK424I 6-41, 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

Automatic Call

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).

Distribution

1

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

A

B

C

Has the

Has

Has

the call

agent ACD

overall queue

No

reached the overflow

No

Ca

ll

button in ACD

No

timer in Program 11-1

point in Program

group become idle before

expired?

14-5?

overflow

occurs?

Go

Go

Go

Yes

back to

Yes

back to

Yes

back to

1 above.

1 above.

1 above.

Go to ACD Flowchart 6-4

Go to ACD Flowchart 6-3

Ring agent

“Queue Point” and

ACD call button.

“Queue Overflow Time Out.”

Flowcharts 6-8 ~ 6-11

“Queue Pattern Configurations.”

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.

Strata DK Programming 5/00 6-41