Flowchart 6-4 ACD Overflow Point

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

System [DNs] include: Program 04 [PDNs]/[SDNs] Program *04 [PhDNs]

DH = Distributed Hunt Group

Has the call

received the number of No announcements and

music

Call remains in queue. The Strata DK continuously monitors for an idle agent, queue overflow timer – timeout per Programs 11-1, and 14-4, or overflow point Per program 14-5 (see ACD Flowchart 6-2).

Yes

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).

 

 

 

 

 

 

 

 

Or

 

 

 

 

 

 

 

 

 

 

 

Or

 

 

 

 

 

 

 

Or

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

OP Destination is a system

 

 

 

OP Destination is normal

 

 

 

 

 

Queue Timeout Overflow

 

 

Queue Timeout Overflow

 

 

[DN], DH or attendant

 

 

 

 

CO line ringing

 

 

 

 

 

 

 

Destination is DK

 

 

Destination is another ACD

 

 

console port number.

 

 

 

 

assignments.

 

 

 

 

 

 

 

built-in AA.

 

 

group. Program 14-5:

 

 

Program 14-5 (see record

 

 

 

 

Program 14-5 (321, 441)

 

 

 

 

 

Program 14-5 (320, 440)

 

 

RCTUBA/BB, RCTUC/D

 

 

sheet)

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

(301~316), RCTUE/F (401~416)

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Yes

 

 

 

 

 

 

 

 

Yes

 

 

 

 

 

 

 

 

 

 

Yes

 

 

 

 

 

 

 

 

Yes

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Is

 

 

 

 

 

 

 

 

 

Is

 

 

 

 

 

 

 

Is

an

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

the line

 

 

 

 

 

 

 

 

Is destination

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

agent

ACD Cal

l

 

 

 

 

 

 

destination

 

 

 

 

 

 

 

ground/loop start or

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

busy? (See Note.)

 

 

 

 

 

 

busy?

 

 

 

NO

 

 

 

 

tie/DID/

 

 

 

 

 

 

 

 

button idle in the

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

group?

 

 

 

 

 

 

 

 

 

No

 

 

 

 

 

 

 

 

 

 

 

DNIS/ANI?

 

 

 

 

 

 

 

 

Note If the

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Ground/

 

NO

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Loop

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

station port is

 

Yes

 

 

 

 

 

 

 

 

 

Yes

 

Ground/loop start: ring

 

 

 

 

 

 

 

 

 

 

 

 

Yes

 

 

 

Ring system DH,

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

an RATU

 

 

 

 

 

 

 

 

system [DN] per

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

[DN], or console

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Attendant Console

 

 

 

 

 

 

 

 

 

 

programs 81, 84, 87,

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

port assigned in

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

port, the call overflows

 

 

Program 14-5.

 

 

 

 

 

 

and *81, *84, *87 (no

 

 

 

 

 

 

 

 

 

 

 

Ring idle agent ACD Call

 

 

 

 

to the console: idle or

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

button: if agent answers, talk

 

 

 

 

 

 

 

 

 

 

 

 

 

 

delayed ring).

 

 

 

 

 

 

 

 

 

 

 

 

busy.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

on ACD call. If no answer,

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Tie/DID/DNIS/ANI

 

 

 

 

 

 

 

 

 

 

 

ring another idle agent ACD

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

The call will remain in

 

 

 

 

 

 

 

 

 

 

 

RING System [DN]

 

 

 

 

 

 

 

 

 

 

 

Call

button or go to RNA

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

destination

 

 

 

 

 

 

 

 

 

 

 

 

per Program *14-2.

 

 

 

 

 

 

 

 

 

 

 

 

queue until an agent or an

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

(ACD Flowchart 6-3).

 

overflow destination

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

assigned in Program 14-4

 

 

 

 

 

 

 

Is

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

or 14-5 becomes idle.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

the line

 

 

 

 

Ground/loop

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

ground/loop

or

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

tie/DID/DNIS/ANI?

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

The call remains in queue

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Ground/loop start: busy

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

override ring system [DN]*

 

 

 

 

 

 

 

 

 

 

 

until an agent ACD Call

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

button or an overflow

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

per Programs 81, 84, 87, and

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Tie/DID/DNIS/ANI

 

 

 

 

*81, *84,*87

(no delayed

 

 

 

 

 

 

 

 

 

destination assigned in

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Is the

 

 

ring).

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Program 14-4 or 14-5

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

becomes idle.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

system [DN], DH

 

 

 

 

 

 

Tie/DID/DNIS/ANI

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

assigned in

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Busy

 

 

Program *14-2

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

busy or idle?

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Ring the idle system [DN], DH

 

 

 

 

 

 

 

Call connects to the DK

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Idle

 

 

 

 

 

 

 

 

 

AA, call routed per AA

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

or assigned in Program *14-2.

 

 

 

 

 

 

assignment programs.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

0877

6-44

Strata DK Programming 5/99

Page 340
Image 340
Toshiba dk14 manual 6-44, Automatic Call Distribution, Flowchart 6-4ACD Overflow Point, Strata DK Programming 5/99

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