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Automatic Call Distribution
Program 14-5 – Overflow Point and Ring No Answer Routing Destination
6-26 Strata DK Programming 5/99
Calls in queue can overflow when they reach a particular point in the queue pattern (after the first,
second, or third music timer expires) or calls can cycle in the queue pattern and the same
announcement(s) and music are repeatedly sent to the destination set in Program 14-4 until the
overall queue timer expires (see diagram later in this section). For further details, see Program 14-
3, Code 5 or Flowcharts 6-4 and 6-8 on Pages 6-44 and 6-48.
♦ If all Agents are Unavailable and the LED 04 is turned ON in Program 10-4, calls route to the
destination set in Program 14-5.
♦ 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 Program 14-5 and assign the ACD lines to ring the overflow
station [DN] in Programs 81, 84, 87, *81,*84, and *87. Delay Ring assignments do not
apply to Program 14-5 for delay ring.
♦ If the overflow destination is the Strata DK System built-in AA or Attendant Console,
calls will always exit queue when the overflow point is reached – even if the AA or
Attendant Console is busy.
♦ If the call(s) should remain in queue until the busy overflow destination becomes idle
assign the overflow destination as a [DN] (000~239 or 500~739, except Attendant
Console ports) or ACD Group (01~16) in Program 14-5.
If the Program 14-5 overflow destination is a DH Group, calls will not exit the ACD queue and
enter the busy DH Group queue.
Only ground and loop start ACD calls overflow to the DK AA or normal ringing. DID, DNIS, ANI
and Tie lines will overflow to the assignment set in Program *14-2 if code 320 or 321 is set in this
program.
If announcements should not be repeated, see Flowcharts 6-8~6-10 on Pages 6-48~6-51 and “Non-
Repeating Queue Announcement” explanation under Program 14-5.
Notes
♦ 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.
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.
1943
A1~A3 = Announcement Device 1~3.
OP1~OP3 can be a station or Attendant Console port (including an additional
announcement device, but not A1~A3), ACD Group, built-in AA, or ring telephone [DNs]
per the normal ringing assignment (Programs 81, 84, 87,
*
81,
*
84, and
*
87).
M = Music Source
M1 Time = Program 11-51
M2 Time = Program 11-52
M3 Time = Program 11-53