Automatic Call Distribution
Program 14-5 Overflow Point and Ring No Answer Routing Destination
6-32
Strata DK40 Programming Manual Spring 1999
Program 14-5 Overview
There are two basic options for call overflow:
Overflow Point: Calls in queue can overflow when they reach a particular point in the queue
pattern (after the first, second, or third music timer expires). DATA = 1, 2, or 3 sets the music
timer overflow point.
Queue Timer Expiration: Calls can cycle in the queue pattern and the same
announcement(s) and music repeats until the overall queue timer (Program 11-1) expires (no
overflow point). DATA = 0 selects the queue timer expiration. (
also see Flowcharts 6-2 and 6-8).
Calls in the queue can overflow when they reach a particular point (OP1, 2 & 3) in the queue
pattern, (
see diagram later in this section
).
If the timer set in Program 11-1 is reached before the overflow point (Program 14-5) the calls
will follow the overflow point set in Program 14-4.
Alternatively, if the calls are to remain in the queue, OP0 must be set and if applicable the
music/announcements will repeatedly be played to the caller until a free Agent becomes
available or the timer (Program 11-1) expires.
For further details,
see Program 14-3, Code 5 or see Flowcharts 6-4 and 6-8.
If all Agents are
Unavailable and the LED 04 is turned ON in Program 10-4, calls route to the destination set
in
.
◆
If the overflow station(s) or [DNs] are 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
and assign the ACD lines to ring
the overflow station [DN] in
. Delay Ring assignments do
for delay ring.
◆
If the overflow destination is the Strata DK40 System built-in AA, calls will always
exit queue when the overflow point is reached – even if the AA is busy.
◆
If the call(s) should remain in queue until the busy overflow destination becomes
idle assign the overflow destination as a [DN] (000~027) or ACD Group (01~08) in
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),
◆
Tie Lines - To the assignment set in
.
◆
DDI Lines - To normal ringing patterns (
).
If announcements should not be repeated,
6-10
and “Non-Repeating
Queue Announcement” explanation under
.
CAUTION!
When assigning the ring no answer destination for an ACD group, extreme
care must be taken as an ACD call will never revert back to where it started ringing.
(i.e. the ACD Gp 01 ring no answer destination cannot be to 301 (i.e. back to itself)).
Equally if ACD group 01’s ring no answer destination
is set to ACD group 02
(whose ring no answer has been set to 301) the call will not be able to follow ACD
Gp o2’s ring no answer destination as this was where the call originated from.
