Toshiba Strata Dk14, Dk40i, Dk424 Programming Manual

Automatic Call Distribution
Program 14-5 – Overflow Point and Ring No Answer Routing Destination
Strata DK Programming 5/996-25
Automatic Call DistributionProgram 14-5 – Overflow Point and Ring No Answer 
Routing Destination
Initialized Default:Overflow point=0, no overflow point
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)....

Automatic Call Distribution
Program 14-5 – Overflow Point and Ring No Answer Routing Destination
6-26Strata DK Programming 5/99
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...

Automatic Call Distribution
Program 14-5 – Overflow Point and Ring No Answer Routing Destination
Strata DK Programming 5/996-27
Automatic Call Distribution©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...

Automatic Call Distribution
Program 14-5 – Overflow Point and Ring No Answer Routing Destination
6-28Strata DK Programming 5/99
©Assign Announcement 3 to any vacant PDKU or PEKU port (Program 14-33). XX = ACD 
Group number, DATA = Vacant Port Number ZZZ.
©Assign music in Program 14-34.
Notes
In both Cases 1 and 2 above:
©The vacant port is a digital or electronic telephone port. It must not be connected to a 
telephone when assigned as an announcement port in Program 14-3. A station PCB does not 
have to...

Automatic Call Distribution
Program 14-6 – After Shift Service Destination
Strata DK Programming 5/996-29
Automatic Call DistributionProgram 14-6 – After Shift Service Destination
Initialized Default:Destination = Incoming port 000




  6SNU   +ROG  6SNU  +ROG 6SNU+ROG 6SNU+ROG
ProcessorACD Group 
Numbers[PDN] Port Range[PhDN] Port Range
RCTUBA/BB 01~08 000~079 500~079
RCTUC/D 01~16 000~239 500~739
RCTUE/F 01~16 000~335 500~835
DATADestination
See [PDN] Port Range Station or...

Automatic Call Distribution
Program 14-6 – After Shift Service Destination
6-30Strata DK Programming 5/99
Program 14-6 Overview
This program assigns the destination for ACD calls, or calls transferred to an ACD group, that 
come in after the ACD shift has ended.
After Shift begins when the Supervisor presses the 
(QGRI$&6KLIW button or when the last 
Agent logs off (see Flowchart 6-5 on Page 6-45).
If a station port is assigned, only one call at a time is serviced by the End of ACD Shift telephone 
or...

Automatic Call Distribution
Program 14-71 – Queue Size for Alarm, Immediate Assignments
Strata DK Programming 5/996-31
Automatic Call DistributionProgram 14-71 – Queue Size for Alarm, Immediate 
Assignments
Initialized Default:Queue Size = 010
Program 14-71 Overview
The system causes the Supervisor 5HVHW4XHXH$ODU P button to flash and the Supervisor 
telephone sounds immediately a one second ON, one-half OFF beeping alarm when the number of 
calls in the ACD queue exceeds the number set in this...

Automatic Call Distribution
Program 14-72 – Queue Size for Alarm 1
6-32Strata DK Programming 5/99
Program 14-72 – Queue Size for Alarm 1
Initialized Default:Queue Size = 010
Program 14-72 Overview
The system causes the Supervisor 5HVHW4XHXH$ODU P button to flash and the Supervisor 
telephone to sound a one second ON, one second OFF beeping alarm when the number of calls in 
the ACD queue exceeds the number of calls set in this program for a time duration set in Program 
11-6. 
Program 14-8 DATA must be...

Automatic Call Distribution
Program 14-73 – Queue Size for Alarm 2
Strata DK Programming 5/996-33
Automatic Call DistributionProgram 14-73 – Queue Size for Alarm 2
Initialized Default:Queue Size = 010
Program 14-73 Overview
The system causes the Supervisor 5HVHW4XHXH$ODU P button to flash and the Supervisor 
telephone to sound a continuous beeping alarm when the number of calls in the ACD queue 
exceeds the number of calls set in this program for a time duration set in Program 11-7. 
Program 14-8 DATA...

Automatic Call Distribution
Program 14-8 – Alarm Pattern Assignments
6-34Strata DK Programming 5/99
Program 14-8 – Alarm Pattern Assignments
Initialized Default:0 for each group
Program 14-8 Overview
This program selects the type of queue alarm that is sent to the Supervisor telephone for each ACD 
Group. Only one alarm type is allowed for a given ACD Group. The Supervisor can reset the alarm 
by pressing the flashing 
5HVHW4XHXH$ODUP button.
DATA = 0: No Alarm
This selection disables the queue alarm....