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Automatic Call Distribution
Program 14-4 – Queue Time Out Overflow Destination
6-22 Strata DK Programming 5/00
Program 14-4 Overview
This program sets the overflow point destination for CO 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 [PDN], [PhDN], Distributed Hunt
[DH] Group, port or another ACD Group (see Flowchart 6-3 on Page 6-42).
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 (Programs 81~89 and *81, *84, and
*87), Attendant Console or the built-in AA, calls will exit queue and overflow if the destination is
idle or busy. This assignment is not necessary if the overflow queue timer is set to infinity (infinity
= 0000 in Program 11-1).
Only ground and loop start ACD calls will overflow to the Strata DK AA or Normal Ringing. DID,
DNIS, and Tie lines will overflow to the assignment set in Program *14-2 if codes 320, 321, 440 or
441 is set in this program.
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 Program 14-4 and assign the ACD lines to ring the overflow station
[DN] in Programs 81, 84, 87, *81, *84, and *87.
Note Delay ring assignments do not apply to Program 14-4 for delay ring.
♦ If the overflow destination is the DK Built-in AA or an Attendant Console, calls will always
exit queue when the overflow timer expires (Program 11-1) – even if the AA or Attendant
Console 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 the overflow destination is a busy Distributed Hunt Group, the ACD call will not exit the
ACD queue and enter the Distributed Hunt Group queue.
♦ If it is required to route “Queue Time Out” overflow calls to a Voice Mail box (see the
Program 14-6 record sheet).