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). 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 6-42 
and 6-48).




  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
OP0, OP1, OP2, OP3Overflow Point (OP) Destination (Incoming Port 000). Only one 
OP can be programmed. For No Overflow, select DATA=0.
See [PDN] Port Range Station or Attendant Console [PDN] Program 04 Port Number
301~316 ACD Group (RCTUBA/BB, RCTUC/D)
401~416 ACD Group (RCTUE/F)
320 (RCTUBA/BB, C/D)
420 (RCTUE/F)Auto Attendant (DK Built-in)
321 (RCTUBA/BB, C/D)
421 (RCTUE/F)Normal CO line; Ring assignments not including delayed 
ringing assignments
See [PhDN] Port Range [PhDN] Program
 *04 Port Number
900~915 Distributed Hunt Group Program *04 Port Number
ACD Group 
NumberOverflow PointRNA and Overflow 
Point DestinationACD Group 
NumberOverflow PointRNA and Overflow 
Point Destination
DATA = Destination
SELECT = Overflow Point (1~3)
= Queue Timer (0)SELECT = 5
SELECT = ACD Group Number 
						

							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 Program 14-
3, Code 5 or Flowcharts 6-4 and 6-8 on Pages 6-44 and 6-48.
©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.
If announcements should not be repeated, see Flowcharts 6-8~6-10 on Pages 6-48~6-51 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.
A1M1A2M2A3M3
OP1OP2OP3
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 
						

							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 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 6-44.) 
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.)
Non-Repeating Queue Announcement
Case 1—Provide callers with one announcement, followed by music until the call is answered by 
an Agent or until the call overflows — refer to Flowchart 6-8 on Page 6-48. (Overflow time is 
determined by the overall queue timer; Program 11-1, one second to one hour or no overflow.)
©Assign Announcement 1 to the appropriate digital announcer standard telephone port 
(Program 14-31).
©Assign Announcements 2 and 3 to any vacant PDKU or PEKU port. (Program 14-32 and 14-
33 , DATA = XXX vacant port. See Notes.)
©Assign music in Program 14-34.
©See Notes, following Case 2.
Case 2—Provide the following sequence to callers: Announcement 1, followed by Music 1, 
Announcement 2, and then continuous music until the call is answered by an Agent or until the call 
overflows — refer to Flowchart 6-10 on Page 6-51. (Overflow time is determined by the overall 
queue timer; Program 11-1, one second to one hour or no overflow.)
©Assigns Announcements 1 and 2 to the appropriate digital announcer, standard telephone port 
(Programs 14-31 and 14-32). 
						

							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 be installed for the vacant announcement port.
©Set overflow point to “0” and the destination to the desired Ring No Answer port XXX 
(Program 14-5XX-0-XXX).
©Set overall queue overflow time (Program 11-1) and the overall queue overflow destination 
(Program 14-4XX-YYY) as appropriate for overflow or no-overflow. 
						

							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 Attendant Console [PDN] Program 04 Port Number
301~316 ACD Group (RCTUBA/BB, RCTUC/D)
401~416 ACD Group (RCTUE/F)
320 (RCTUBA/BB, C/D)
420 (RCTUE/F)Auto Attendant (DK Built-in)
321 (RCTUBA/BB, C/D)
421 (RCTUE/F)Normal CO line; Ring assignments not including delayed 
ringing assignments
See [PhDN] Port Range [PhDN] Program
 *04 Port Number
900~915 Distributed Hunt Group Program *04 Port Number
ACD Group 
NumbersAfter Shift 
Destination
DATA = DestinationSELECT = 6
SELECT = ACD Group Number 
						

							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 answering device (lowest CO line first if calls are waiting). Waiting calls camp on and receive 
ring-back tone.
If all Agents are in the Unavailable mode, calls to the ACD Group can be routed to the After Shift 
destination, set in Program 14-6, or to the queue overflow point destination set in Program 14-5 
(see Program 10-4, LED 04). 
If the End of ACD Shift destination is the Normal Ring assignment (Program 81~89), loop and 
ground start lines mute ring busy stations and DID/Tie/DNIS/ANI lines camp on to busy End of 
ACD Shift stations assigned in Program *14-2. 
If the End of ACD Shift destination is another ACD Group, calls are directed to the Group as if 
they were new ACD calls to the Group.
äTo Program ACD loop and/or ground start CO lines to night ring over external page
A PIOU, PEPU, or PIOUS is required.
1. Assign normal ringing (321 or 441) in Program 14-6.
2. Assign ACD lines to night ring over external page in Program 78-13.
3. Assign 
1LJKW7UDQVIHU button to appropriate telephone(s) in Program 39.
4. Assign Night Relay operation in Program 77-1, LED 06. 
If the destination port assigned in this program is busy when After Shift (or all Agents log out) is 
set, DID and Tie lines will camp on to the port while ground and loop start lines will busy override 
(mute) ring the port. If the destination station has Call Forward or Hunt set, these features will 
operate. 
Notes
lDID, DNIS, ANI, and Tie lines cannot be directed to the Strata DK System AA or Normal ring 
assignments (321) if code 320, 321, 440, or 441 is assigned in Program 14-6. DID, DNIS, ANI 
and Tie line calls will be routed to the destination assigned in Program 
14-2.
lAssign all Groups (even if not used) to a destination. This is in case a transferred call is sent to 
an unused ACD Group, the call will be sent to the destination assigned in Program 14-6. 
lIf it is required to route calls to a Voice Mail box during the After Shift mode, you may 
designate a Group announcement (A1~A3) port as the After Shift destination – temporarily 
use a standard telephone to Call Forward All Calls from the announcement port to the Voice 
Mail device and set the VMID code of the announcement port (
#656 digits) to the desired After 
Shift Mailbox. 
lDuring normal operation, the announcement port will play messages to callers in queue; 
during the After Shift mode, calls will forward from the announcement port to the After Shift 
Voice Mail box. This operation is also allowed for Programs 14-4 and 14-5 assignments. 
						

							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 program. Program 14-8 DATA must be set 
to “1” if using this option (see Program 14-8 for more information).




  6SNU   +ROG  6SNU   +ROG 6SNU+ROG 6SNU+ROG
ProcessorACD Group 
NumbersQueue Size
RCTUBA/BB 01~08 001~048
RCTUC/D 01~16 001~144
RCTUE/F 01~16 001~200
ACD Group NumberQueue Size
DATA = Queue SizeSELECT = 71
SELECT = ACD Group Number 
						

							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 set to “2” if using this option (see Program 11-6 and Program 14-8 
for more information).




  6SNU   +ROG  6SNU   +ROG 6SNU+ROG 6SNU+ROG
ProcessorACD Group 
NumbersQueue Size
RCTUBA/BB 01~08 001~048
RCTUC/D 01~16 001~144
RCTUE/F 01~16 001~200
ACD Group NumberQueue Size
DATA = Queue SizeSELECT = 72
SELECT = ACD Group No. 
						

							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 must be set to “2” if using this option (see Program 11-7 and Program 14-8 
for more information).




  6SNU   +ROG  6SNU   +ROG 6SNU+ROG 6SNU+ROG
ProcessorACD Group NumbersQueue Size
RCTUBA/BB 01~08 001~048
RCTUC/D 01~16 001~144
RCTUE/F 01~16 001~200
ACD Group NumberQueue Size
DATA = Queue SizeSELECT = 73
SELECT = ACD Group No. 
						

							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.
DATA = 1: Immediate Alarm
This selection causes the system to send immediately a queue alarm to the Supervisor telephone 
when the number of calls in the ACD queue exceeds the number set in Program 14-71.
DATA = 2: Call Waiting Alarm 1 and 2
This selection allows two timed alarms to be set. Alarm 1 sounds when (X + 1) number of calls are 
in the ACD queue longer than the time period set in Program 11-6 (X is set in Program 14-72). 
Alarm 2 sounds when (Y + 1) number of calls are in the ACD queue longer the time period set in 
Program 11-7 (Y is set in Program 14-73). Normally, Alarm 1 is used as a caution alarm to indicate 
a less critical alarm than Alarm 2.
Example:
Alarm 1 may be set to alert the Supervisor when five calls are in queue for longer than three 
minutes; and Alarm 2 may be set to alert the Supervisor when ten calls are in queue for five 
minutes. Once alarm 2 is activated, Alarm 1 is inactive until Alarm 2 thresholds are no longer 
exceeded. Alarm 1 is an interrupted beeping tone; Alarm 2 is a continuous beeping tone.




  6SNU   +ROG  6SNU  +ROG 6SNU+ROG 6SNU+ROG
ProcessorACD Group Numbers
RCTUBA/BB 01~08
RCTUC/D 01~16
RCTUE/F 01~16ACD Group NumberAlarm Pattern
DATA = Pattern (0, 1, or 2)
0 = None
1 = Immediate Alarm (Program 14-71)
2 = Alarm Timer 1 and 2 (Program 14-72, 11-6 
and Program 14-73, 11-7)SELECT = 8
SELECT = ACD Group No.