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

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Image 341
Toshiba dk14, DK40I, DK424I manual Flowchart 6-4 ACD Overflow Point, Agent ACD Call button idle in the group?
Page 340 Page 342

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