Toshiba dk14 manual 6-19

Automatic Call Distribution

Program *14-2 – DID, Tie, DNIS, ANI Line After Shift/Overflow Substitution Destinations

Notes

●If the assignments for an ACD Group: Overflow Queue Timer (Program 14-4), Overflow Queue Point (Program 14-5), and/or After Shift (Program 14-6) destinations are programmed as Normal Ringing or AA, DID/Tie/DNIS/ANI lines will be routed to the destination [DN] assigned in this program. This is because DID/Tie/DNIS/ANI lines cannot be assigned to AA or Normal CO line ringing.

●If the destination [DN] assigned in this program is busy when one of the following occurs (Ring No Answer, All Agents Unavailable, End of ACD Shift), the overflowing DID/Tie/ DNIS/ANI line will camp on to the [DN]. Call Forward and/or Hunt from the destination assigned will occur if set on the destination station.

●DID, DNIS, ANI, and Tie line calls in queue do not overflow to busy ACD Groups, Intercom numbers, [PDNs], [PhDNs], or Distributed Hunt Groups; they remain in queue until the destination becomes idle.

●Call Forward No Answer will occur if set on the destination assignment. If the overflow destination is a Strata DK Attendant Console, calls will exit queue and overflow to the Attendant Console when the console is idle or busy.

Automatic Call Distribution

Strata DK Programming 5/99 6-19