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Automatic Call Distribution
Program 14-5 – Overflow Point and Ring No Answer Routing Destination
Strata DK Programming 5/00 6-25
Automatic Call Distribution
If announcements should not be repeated, see Flowcharts 6-8~6-10 on Pages Page 6-47~Page 6-50
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.
♦ If no overflow point is selected (DATA = 0) and the queue overflow time is set to infinity
(Program 11-1), calls do not overflow.
♦ If the overflow operation is at overflow points 1, 2, or 3, assign the overflow destination in this
program.
♦ If the overflow occurs after the queue timer expires, assign the overflow destination in
Program 14-4.
♦ If all Agents are in the Unavailable mode, CO calls to the ACD Group can be routed to the
assigned overflow destination in this program as an option (see Program 10-4 LED 04).
ACD calls that ring Agent telephones and are not answered route to the destination set in Program
14-5 (see Flowchart 6-7).
Overflow Operation
If the Program 14-5 overflow destination is a station [PDN], [PhDN], another ACD Group, or, a
Distributed Hunt Group and it is busy when a call overflow point is reached, the call remains in
queue until the overflow point destination becomes idle. (See Flowcharts 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), the DK
Attendant Console, or AA, overflow occurs even if the destination is busy. See Flowchart 6-4 on
Page 6-43.)
If the overflow destination is the DK AA or Normal Ringing assignments, DID/Tie/DNIS/ANI
line calls overflow to Program *14-2 assignment only when the destination is idle.)
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