Toshiba dk14 manual 6-44, Automatic Call Distribution, Flowchart 6-4ACD 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