Program 14-5 Overflow Point and Ring No Answer Routing Destination
Automatic Call Distribution
Strata DK40 Programming Manual Spring 1999
6-33
Notes
A1~A3 = Announcement Device 1~3.
OP1~OP3 can be a station port (including an additional announcement device, but not
A1~A3), an ACD Group, the built-in AA, or to ring telephone Directory Numbers [DNs] per
the normal ringing assignment (Programs 81, 84 and 87).
Unanswered ACD calls to Agent telephones will be routed to the destination assigned in
Program 14-5.
If it is desired to route Overflow Point/RNA calls to a Voice Mail box, see Program 14-6
record sheet for instructions.
◆ If no overflow point is selected (DATA = 0) and the queue overflow time is set to
infinity (Program 11-1), calls do not overflow.
◆ If the overflow operation is at overflow points 1, 2, or 3, assign the overflow
destination in this program.
◆ If the overflow occurs after the queue timer expires (Program 11-1), assign the
overflow destination in Program 14-4.
◆ If all Agents are in the Unavailable mode, Exchange calls to the ACD Group can be
routed to the assigned overflow destination in this program as an option (see
Program 10-4 LED 04).
ACD calls that ring Agent telephones and are not answered route to the destination set in
Program 14-5 (see Flowchart 6-7).
M = Music Source
M1 time = Program 11-51
M2 time = Program 11-52
M3 time = Program 11-53
A1 M1 A2 M2 A3 M3
OP1 OP2 OP3
OP0
Call Queue Overflow Point (OP) Guide
or
Calls in Queue go back to the announcement (1~3) selected in Program 14-3, Code 5
and continue to repeat until overall overflow Queue Time (Program 11-1). When the
Overflow Queue Timer expires, the call attempts to overflow to the destinations set in
Program 14-4.
1
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