Toshiba DK14 Programming Manual page 339

Flowchart 6-2 ACD Group Queue/Overflow Operation
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 71; 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?
Yes
Go to ACD Flowchart 6-3
"Queue Overflow Time Out."
Overflow To Busy Destination Operation:
Overflow
Destination (Busy)
3
System [DN]
Distributed Hunt Group
Normal Ring Stations
Auto Attendant
Attendant Console
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]/[SDNs], and Program *04
[PhDNs].
4. The call will not overflow into a DH queue when all DH Group members are
busy or in DND.
Strata DK Programming 5/00
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.
1
Strata DK Continuously monitors points A, B, and C below.
B
Has
the call
No reached the overflow
point in Program
14-5?
Go
back to
Yes
1 above.
Go to ACD Flowchart 6-4
"Queue Point" and
Flowcharts 6-8 ~ 6-11
"Queue Pattern Configurations."
Ground/loop Tie/DID/DNIS/ANI
Start Line Lines
1
No Overflow No Overflow
4 4
No Overflow No Overflow
2
Overflow See 14-2 Port
*
Overflow See 14-2 Port
*
Overflow Overflow
No Overflow No Overflow
N/A No Overflow
Program 39 – Flexible Button Assignments for ACD Telephones
Yes
Call routed from another ACD
group because the group is in
Yes
the after shift mode,
(see ACD Flowchart 6-5).
C
Has
agent
Call button in ACD
No
group become idle before
overflow occurs?
Go
back to
1 above.
Ring agent
ACD call button.
the agent answer
No
before the Ring No Answer
timer in Program 11-3
GO to ACD Flowchart 6-7
"Ring No Answer."
Talk on ACD call.
Automatic Call Distribution
ACD
No
Go
back to
Yes
1 above.
Continue
Does
expires?
Yes
0846
6-41