Toshiba Strata DK40 - Program 14-4 Overview

Automatic Call Distribution Program 14-4 Queue Time Out Overflow Destination
6-30
Strata DK40 Programming Manual Spring 1999
Program 14-4 Overview
This assignment is not necessary if the overflow queue timer is set to infinity (infinity = 0000
in Program 11-1).
This program sets the overflow point destination for Exchange line calls that are in an ACD
queue for longer than the queue time set in Program 11-1. Calls only overflow when the
overflow destination is idle or when it becomes idle if the overflow destination is a port or
another ACD Group. (see Flowchart 6-3).
If the overflow destination is an ACD Group or a station port [DN] and it is busy, the call
remains in queue.
If the overflow destination is to a Normal Ring assignment (Programs 81~89), or the built-in
AA, calls will exit queue and overflow if the destination is idle or busy.
If the overflow destination is set to 320 or 321 calls overflow to the following destinations:
◆ Exchange lines - to the DK AA (320) or normal ringing patterns (321), Programs 81,
84 and 87.
◆ Tie Lines - To the assignment set in Program *14-2.
DDI Lines - To normal ringing patterns (Program 81).
If the overflow destination is busy when overflow time occurs, the following options are
available:
◆ If the call(s) should exit the ACD queue and mute ring the busy overflow station,
assign Code 321 (normal ringing) in Program 14-4 and assign the ACD lines to ring
the overflow station [DN] in Programs 81, 84 and 87.
Note
Delay ring assignments do not apply to Program 14-4 for delay ring. (i.e. Programs
82, 83, 85, 86, 88, and 89).
◆ If the overflow destination is the DK Built-in AA, calls will always exit queue when
the overflow timer expires (Program 11-1) – even if the AA is busy.
◆ If the call(s) should remain in queue until the busy overflow station or [DN]
becomes idle, assign the overflow destination [DN] or another ACD Group in
Program 14-4 as the overflow point.
◆ If it is required to route “Queue Time Out” overflow calls to a Voice Mail box
(see the Program 14-6 record sheet).