Overflow Operation - Toshiba Strata DK40 Programming Manual

Automatic Call Distribution

Overflow Operation

If the Program 14-5 overflow destination is a station [PDN] or another ACD Group, or, and it
is busy when a call overflow point is reached, the call remains in queue until the overflow
point destination becomes idle.
When the overall queue timer expires, the call also attempts to overflow to the destination
set in Program 14-4. The call is sent to an idle Agent or to the overflow point set in Programs
14-4 or 14-5, whichever becomes idle first.
If the overflow destination is the Normal Ring assignment (Programs 81, 84, and 89), or AA,
overflow occurs even if the destination is busy.
If the overflow destination is the DK AA or Normal Ringing assignments, tie line calls
overflow to Program *14-2 assignment only when the destination is idle.
Non-Repeating Queue Announcement
Case 1—Provide callers with one announcement, followed by music until the call is
answered by an Agent or until the call overflows —
chapter. (Overflow time is determined by the overall queue timer;
to one hour or no overflow.)
Case 2—Provide the following sequence to callers: Announcement 1, followed by Music 1,
Announcement 2, and then continuous music until the call is answered by an Agent or until
the call overflows —
determined by the overall queue timer;
overflow.)
Notes
In both Cases 1 and 2 above:
6-34
Program 14-5 Overflow Point and Ring No Answer Routing Destination
Assign Announcement 1 to the appropriate digital announcer standard telephone
port (Program 14-31).
Assign Announcements 2 and 3 to any vacant PDKU or PEKU port.
and 14-33 , DATA = XXX vacant port. See Notes.)
Assign music in Program
See Notes, following Case 2.
see Flowchart 6-10
Assigns Announcements 1 and 2 to the appropriate digital announcer, standard
telephone port (Programs 14-31 and 14-32).
Assign Announcement 3 to any vacant PDKU or PEKU port
XX = ACD Group number, DATA = Vacant Port Number ZZZ.
Assign music in Program
The vacant port is a digital or electronic telephone port. It must not be connected to a
telephone when assigned as an announcement port in
does not have to be installed for the vacant announcement port.
Set overflow point to "0" and the destination to the desired Ring No Answer port
XXX (Program 14-5XX-0-XXX).
Set overall queue overflow time
destination (Program
(see Flowchart 6-2, 6-3 and 6-4)
(See Flowchart
14-34.
at the back of this chapter. (Overflow time is
Program 11-1, one second to one hour or no
14-34.
(Program
14-4XX-YYY) as appropriate for overflow or no-overflow.
Strata DK40 Programming Manual Spring 1999
6-4.)
refer to Flowchart 6-8
Program
(Program
Program 14-3. A station PCB
11-1) and the overall queue overflow
at the back of this
11-1, one second
(Program 14-32
14-33).