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. (
).
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 (
), 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),
◆
Tie Lines - To the assignment set in
DDI Lines - To normal ringing patterns (
).
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
and assign the ACD lines to ring
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 (
) – 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
).
