Overflow - Toshiba Strata DK14 General Description Manual

Overflow

ACD calls are sent to the ACD group queue when all Agents in the group are busy. Calls in queue
can be programmed to overflow to specified destinations or remain in queue and not overflow
independently for each ACD group.
ACD calls in queue can be programmed to overflow to:
A designated DN (PDN or PhDN) or group of stations
Another ACD group
An announcement
An Attendant Console
A signaling device such as chimes or a bell
The DK424 built-in or external automated Attendant (ground/loop start lines only, not Tie,
DID or DNIS lines)
Voice mail
Distributed Hunt group
An ACD group can have two overflow destinations programmed. The call overflows from the
queue to one destination when the caller has received a specified number of announcements, with
a maximum of three announcements. Calls are sent to the second destination when the caller has
been in queue for a specified time up to a one hour maximum.
Overflow timing for each destination can be set independently so that overflow will occur at the
first destination, if idle; but, if the first destination is busy, the call overflows to the second
destination immediately or after a predetermined time delay.
Notes
Tie and DID lines cannot be routed (overflow or otherwise) to the DK424 built-in Auto
Attendant.
Tie and DID lines can overflow to a single PDN, PhDN, or ACD group, but not to multiple
stations.
Overflow-Idle Only
If an overflow destination is idle when a call's overflow time occurs, the call is immediately sent to
the overflow destination. The destination can be a station or another ACD group. If both of these
overflow destinations are busy, the call remains in the queue until either of these two overflow
destinations become idle or an Agent in the original ACD group becomes idle.
The system continuously monitors the Agents and the overflow destinations for an idle condition
and routes the call appropriately when one becomes idle.
Strata DK Feature Description 5/99
Automatic Call Distribution
System Availability
Standard on Strata DK424 with ACD except
those with RCTUA processors
ACD System Features
279