Toshiba DK424, dk14, DK40I 6-43, Automatic Call Distribution, Strata DK Programming 5/00, Notes

Automatic Call Distribution

Program 39 – Flexible Button Assignments for ACD Telephones

Flowchart 6-4 ACD Overflow Point

Call enters ACD queue: calls waiting in an ACD group’s queue can be sent to an overflow destination if they have received a specified number of announcement messages and music sequences (overflow point) determined by Program 14-5 (see ACD Flowchart 6-8~6-11).

Notes				Call remains in queue. The Strata DK
	Has the call			continuously monitors for an idle agent,
System [DNs] include:			No
	received the number of			queue overflow timer – timeout per
Program 04 [PDNs]/[SDNs]	announcements and			Programs 11-1, and 14-4, or overflow
Program *04 [PhDNs]
	music			point Per program 14-5 (see ACD
DH = Distributed Hunt Group		Yes		Flowchart 6-2).

CO lines will attempt to exit the ACD group’s queue and route to the group’s “Overflow Point Destination” set in Program 14-5 (see ACD Flowchart 6-8~6-11). If that destination is busy, the call remains in queue as shown below.

Only one destination can be assigned in Program 14-5 per ACD group.

Note The destination assigned in Program 14-5 will also be the RNA destination of the ACD group (see ACD Flowchart 6-7).

Automatic Call Distribution

Or

Or

Or

OP Destination is a system [DN], DH or attendant console port number (Program 14-5).

OP Destination is normal CO line ringing assignments (Program 14-5).

Queue Timeout Overflow Destination is DK built-in AA (Program 14-5).

Queue Timeout Overflow Destination is another ACD group (Program 14-5).

Yes

Yes

Yes

Is

Is

Is destination

the line

destination

ground/loop start or

busy? (See Note.)

busy?

NO

Tie/DID/

No

DNIS/ANI?

Note If the

Ground/

station port is

Yes

Ring system DH,

Yes

Ground/loop start: ring

Loop

an RATU

system [DN] per

[DN], or console

Attendant Console

programs 81, 84, 87,

port assigned in

port, the call overflows

and *81, *84, *87 (no

Program 14-5.

to the console: idle or

delayed ring).

busy.

Tie/DID/DNIS/ANI

The call will remain in

RING System [DN]

per Program *14-2.

queue until an agent or an

overflow destination

assigned in Program 14-4

Is

or 14-5 becomes idle.

the line

Ground/loop

ground/loop

or

Tie/DID/DNIS/ANI?

Ground/loop start: busy

override ring system [DN]*

Tie/DID/DNIS/ANI

per Programs 81, 84, 87, and

*81, *84, *87 (no delayed

Is the

ring).

system [DN], DH

Tie/DID/DNIS/ANI

assigned in

Busy

Program *14-2

busy or idle?

Idle

Ring the idle system [DN], DH

or assigned in Program *14-2.

Yes

Is an

agent ACD Call button idle in the group?

NO

Yes

Ring idle agent ACD Call button: if agent answers, talk on ACD call. If no answer, ring another idle agent ACD Call button or go to RNA destination

(ACD Flowchart 6-3).

The call remains in queue until an agent ACD Call button or an overflow destination assigned in Program 14-4 or 14-5 becomes idle.

Call connects to the DK AA, call routed per AA assignment programs.

0877

Strata DK Programming 5/00 6-43