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Automatic Call Distribution
Program 14-5 – Overflow Point and Ring No Answer Routing Destination
6-24 Strata DK Programming 5/00
Program 14-5 Overview
There are two basic options for call overflow:
Overflow Point: Calls in queue can overflow when they reach a particular point in the queue
pattern (after the first, second, or third music timer expires). DATA = 1, 2, or 3 sets the music timer
overflow point.
Queue Timer Expiration: Calls can cycle in the queue pattern and the same announcement(s) and
music repeats until the overall queue timer expires (no overflow point). DATA = 0 selects the
queue timer expiration. (See Program 14-3, Code 5, also see Flowcharts 6-2 and 6-8 on Pages Page
6-41 and Page 6-47).
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 Page 6-43 and Page 6-47.
♦ 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.