Toshiba Strata DK14 General Description Manual page 434

Automatic Call Distribution
ACD System Features
Overflow to Another ACD Group: An Overflow to Another ACD group sends the calls
waiting in queue to another ACD group. Each ACD group can have an overflow group to act
as a backup in the event that the original ACD group is unable to handle the call. Each ACD
group can be the overflow point for multiple ACD groups. Each ACD group queue is
associated with an overflow threshold which determines when the calls will overflow.
Overflow can be set to occur after a user-specified time in queue and/or a particular point in
queue. After the third "All Agents are Busy" announcement, for example.
If the overflow group's Agents are all busy, the call will not overflow; it will remain in the
original group's queue.
Look-ahead Operation: If the Overflow-idle Only option is set at overflow time, the system
"looks ahead" to verify that the overflow destination is not busy. If it is busy, the call remains
in queue and does not overflow. The system looks ahead, continuously checking the overflow
destination, and sends the call to the overflow destination when it becomes idle.
Look-back Operation: If the Overflow-idle Only option is set and the overflow destination is
busy at overflow time, the system looks back continuously to check for an idle Agent in the
ACD group while it simultaneously checks for an idle overflow destination. If either an
overflow destination or an ACD Agent becomes idle, the system sends the call to that
destination.
Overflow-Busy or Idle
The ACD call exits the queue and rings the overflow destination when it is idle or busy. The
destination can be a station, a group of stations, an Attendant Console or the DK424 built-in Auto
Attendant. If the overflow station is busy, it receives muted CO line ringing. If the DK424 Auto
Attendant is busy, the overflowing call camps onto the Auto Attendant until it becomes idle at
which time the Auto Attendant answers the call. Overflow to a busy destination is available on
ground and loop start lines only – not on DID or Tie lines.
Benefits
Overflow provides callers better service when agents in the group are too busy to handle holding
calls within a reasonable time frame. The various look-ahead and look-back options make sure that
calls overflowing to another destination will be helped as soon as possible.
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