Automatic Call Distribution
Program 14-5 Overflow Point and Ring No Answer Routing Destination
6-34
Strata DK40 Programming Manual Spring 1999
Overflow Operation
If the Program 14-5 overflow destination is a station [PDN] or another ACD Group, or, and it
is busy when a call overflow point is reached, the call remains in queue until the overflow
point destination becomes idle. (
see Flowchart 6-2, 6-3 and 6-4)
When the overall queue timer expires, the call also attempts to overflow to the destination
set in Program 14-4. The call is sent to an idle Agent or to the overflow point set in Programs
14-4 or 14-5, whichever becomes idle first.
If the overflow destination is the Normal Ring assignment (Programs 81, 84, and 89), or AA,
overflow occurs even if the destination is busy. (
)
If the overflow destination is the DK AA or Normal Ringing assignments, tie line calls
overflow to Program *14-2 assignment only when the destination is idle.
Non-Repeating Queue Announcement
Case 1—Provide callers with one announcement, followed by music until the call is
answered by an Agent or until the call overflows —
at the back of this
chapter. (Overflow time is determined by the overall queue timer;
, one second
to one hour or no overflow.)
◆
Assign Announcement 1 to the appropriate digital announcer standard telephone
port (
.
◆
Assign Announcements 2 and 3 to any vacant PDKU or PEKU port. (
and 14-33 , DATA = XXX vacant port. See Notes.)
◆
Assign music in
.
◆
See Notes, following Case 2.
Case 2—Provide the following sequence to callers: Announcement 1, followed by Music 1,
Announcement 2, and then continuous music until the call is answered by an Agent or until
the call overflows —
at the back of this chapter. (Overflow time is
determined by the overall queue timer;
, one second to one hour or no
overflow.)
◆
Assigns Announcements 1 and 2 to the appropriate digital announcer, standard
telephone port (Programs 14-31 and 14-32).
◆
Assign Announcement 3 to any vacant PDKU or PEKU port (
).
XX = ACD Group number, DATA = Vacant Port Number ZZZ.
◆
Assign music in
.
Notes
In both Cases 1 and 2 above:
◆
The vacant port is a digital or electronic telephone port. It must not be connected to a
telephone when assigned as an announcement port in
. A station PCB
does not have to be installed for the vacant announcement port.
◆
Set overflow point to “0” and the destination to the desired Ring No Answer port
XXX (
XX-0-XXX).
◆
Set overall queue overflow time (
) and the overall queue overflow
destination (
XX-YYY) as appropriate for overflow or no-overflow.
