Toshiba dk14 6-43, Automatic Call Distribution, Flowchart 6-3ACD Time Out Overflow, Note If the

Automatic Call Distribution

Program 39 – Flexible Button Assignments for ACD Telephones

Flowchart 6-3 ACD Time Out Overflow

Call enters ACD queue: calls waiting in an ACD group’s queue can be sent to an overflow destination if they have been in queue longer than the time duration set in Program 11-1 (Queue Over ow Timer).

Notes	Has the queue			Call remains in queue: the Strata DK
System [DNs] include:			No	continuously monitors for an idle agent,
Program 04 [PDNs]/[SDNs]	overflow timer in Program			queue overflow timer – time out, or
Program *04 [PhDNs]	11-1 expired?			overflow point per Program 14-5 (See
DH = Distributed Hunt Group				ACD Flowchart 6-2).
		Yes

CO lines will atttempt to exit the ACD group’s queue and will route to the group’s “Queue Time-out Overflow Destination” set in Program 14-4.

In some cases, if that destination is busy, the call remains in queue as shown below:

Only one destnation can be assigned in Program 14-4 per ACD group.

Automatic Call Distribution

Queue Timeout Overflow Destination is a system [DN], DH, or attendant port number. Program 14-4 (see record sheet )

Yes

Or Or

Queue Timeout Overflow Destination is normal CO line ringing assignment. Program 14-4 (321, 441)

Yes

Queue Timeout Overflow Destination is Strata DK built-in Auto Attendant.

Program 14-4 (320, 440)

Yes

Or

Queue Timeout Overflow Destination is another ACD group. Program 14-4:

RCTUBA/BB, RCTUC/D (301~316), RCTUE/F (401~416)

Yes

Is

Is destination

Is destination

the line

ground/loop start

busy? (See Note.)

busy?

No

or Tie/DID/

No

DNIS/ANI?

Note If the

Ground/

Yes

Ground/loop start:

Loop

Ring system, DH, [DN],

station port is

Yes

an RATU

or console port

ring system [DN] Per

Attendant Console

assigned in Program

Programs 81, 84, 87

port, the call overflows

14-4.

and *81, *84, *87

to the console: idle or

(no delayed ring).

busy.

Tie/DID/DNIS/ANI

The call will remain in queue

RING system [DN]

per Program *14-2.

until an agent or an overflow

destination assigned in

Program 14-4 or 14-5

becomes idle.

Is the line

Ground/Loop

ground/loop

or

No

Tie/DID/DNIS/ANI?

Ground/loop start: busy

Is

the

Tie/DID/

override ring system [DNs] per

destination in

Programs 81, 84, 87 and *81,

Program 14-5 an idle

DNIS/ANI

*84, *87 (no delayed ring).

DH, ACD group, or

Is

system [DN]

the

port?

system [DN] port

Tie/DID/DNIS/ANI

assigned in

Busy

Yes

Program *14-2

idle?

Ring an idle agent in the

overflow group or idle system

Idle

Ring the idle system [DN]

[DN] or DH assigned in

assigned in Program *14-2.

Program 14-5.

Is an agent ACD Call button idle in the

overflow 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 Flowcharts 6-8~6-11).

The call remains in original queue until an agent ACD C all button or an overflow destination assigned in Programs 14-4 or 14-5 becomes idle.

Call connects to the DK Auto Attendant calls routed per AA assignment programs.

0876

Strata DK Programming 5/99 6-43