Flowchart; Acd Time Out Overflow - Toshiba Strata DK40 Programming Manual

Program 76-2 ACD Group DDI Alpha-Tagging Assignments

Flowchart 6-3

Notes
System [DNs] include:
Program 04 [PDNs]
Exchange 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.
Queue Timeout Overflow
Destination is a system
[DN], port number. Program
14-4 (see record sheet )
Yes
Is destination
busy? (See Note.)
Yes
The call will remain in queue
until an agent or an overflow
destination assigned in
Program 14-4 or 14-5
becomes idle.
No
Is the
destination in
Program 14-5 an idle
ACD group, or
system [DN]
port?
Yes
Ring an idle agent in the
overflow group or idle system
[DN] Program 14-5.
Strata DK40 Programming Manual Spring 1999

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).
Or
Queue Timeout Overflow
Destination is normal
Exchannge line ringing
assignment. Program 14-4
(321, 441)
Yes
Is destination
busy?
No
Yes
Ring system, [DN], port
assigned in Program
14-4.
Is the line
Exchange or Tie?
Tie
Is
the
system [DN]
assigned in
Busy
Program
idle?
Has the queue
No
overflow timer in Program
11-1 expired?
Yes
Or
Queue Timeout Overflow
Destination is Strata DK
built-in Auto Attendant.
Program 14-4 (320, 440)
Is the line
Exchange or Tie?
No
Exchange: ring
system [DN] Per
Programs 81, 84, 87
(no delayed ring).
Tie RING system
[DN] per Program
14-2.
*
Exchange
Exchange: busy override ring
system [DNs] per Programs 81,
84, 87 (no delayed ring).
port
14-2
*
Ring the idle system [DN]
Idle
assigned in Program
Automatic Call Distribution
Call remains in queue: the Strata DK
continuously monitors for an idle agent,
queue overflow timer – time out, or
overflow point per Program 14-5 (See
ACD Flowchart 6-2).
Or
Queue Timeout Overflow
Destination is another ACD
group. Program 14-4: (301~308)
Yes
Is an agent ACD
Call button idle in the
overflow group?
Exchange No
Ring idle agent
button: if agent answers, talk
on ACD call. if no answer,
ring another idle agent
button or go to RNA
Call
destination (ACD Flowcharts
6-8~6-11).
The call remains in
original queue until an
agent
ACD Call
or an overflow
destination assigned in
Programs 14-4 or 14-5
becomes idle.
Tie
Call connects to the DK
Auto Attendant calls
routed per AA assignment
programs.
14-2.
*
Yes
Yes
ACD Call
ACD
button
6-59