Flowchart; Acd Group Queue/Overflow Operation - Toshiba Strata DK40 Programming Manual

Automatic Call Distribution

Flowchart 6-2

Call enters ACD group queue because: agents are logged in, but are busy on other calls; or are in "After Call
Work" mode when the call is directed to the ACD group. Call is sent to ACD group directly by Program 14-0, *09,
or *10; or, the call is transferred to the group from a station or Auto Attendant (see ACD Flowchart 6-1).
Call routed from another ACD
group because all agents in
that group are not available
(see ACD Flowchart 6-6).
A
Has the
overall queue
timer in Program 11-1
expired?
Go to ACD Flowchart 6-3
"Queue Overflow Time Out."
Overflow To Busy Destination Operation:
Overflow Destination (Busy)
3
System [DN]
Normal Ring Stations
Auto Attendant
Another ACD Group
14-2 [DN]
*
Notes
1. "No overflow" means the call will not exit queue to ring the busy overflow
destination. The call exits queue and rings the busy overflow destination as
soon as the destination goes idle.
2. "Overflow" means the call will exit an ACD queue and busy override or mute
ring the busy destination.
3. System [DNs] include: Program 04 [PDNs].
6-58
Program 76-2 ACD Group DDI Alpha-Tagging Assignments

ACD Group Queue/Overflow Operation

Call enters ACD group queue because all
agents are busy on calls or in the After Call
Yes
Work mode. While a call is in queue, the
Strata DK continuously monitors points A, B,
and C below simultaneously.
If the queue disconnect timer set in Program
11-9 expires before the call is answered by
an Agent that goes idle, or the call
overflows, the Strata DK will disconnects the
call.
Strata DK Continuously monitors points A, B, and C below.
No
Go
back to 1
Yes
above.
Go to ACD Flowchart 6-4
"Queue Pattern Configurations."
3
Exchange Line
1
No Overflow
2
Overflow
Overflow
No Overflow
N/A
Yes
1
B
Has
the call
No
reached the overflow
point in Program
14-5?
Go
back to 1
Yes
above.
"Queue Point" and
Flowcharts 6-8 ~ 6-11
Tie Lines
No Overflow
See 14-2 Port
*
See 14-2 Port
*
No Overflow
GO to ACD Flowchart 6-7
No Overflow
"Ring No Answer."
Strata DK40 Programming Manual Spring 1999
Call routed from another ACD
group because the group is in
Yes
the after shift mode,
(see ACD Flowchart 6-5).
C
Has
agent ACD
Call button in ACD
group become idle before
overflow occurs?
Yes
Ring agent
ACD call button.
Continue
Does
the agent answer
No
before the Ring No Answer
timer in Program 11-3
expires?
Yes
Talk on ACD call.
No
Go
back to 1
above.
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