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OVDN x...x x...x x...x acdb-1
Overflow ACD Directory Number(s) (maximum of
three responses)
Up to 4 digits, up to 7 digits with Directory
Number Expansion (DNXP) package 150.
X To remove ALL OVDNs for the ACD DN
Xxxxx To delete a specific DN.
Any new entry replaces the old data. The Overflow
DN cannot be a CDN.
Automatic Overflow (Advanced)
Automatic Overflow enables incoming ACD calls to be diverted from the call
queue in which they would normally be placed (source queue) to another
queue (target queue) during busy periods. Up to three target queues can
be designated for each source queue. The target queue that meets the
requirements for Overflow (the queue is not handling a volume of calls that
exceeds a predefined busy threshold) is selected as the queue to which
incoming calls are redirected. Overflow does not occur unless at least
one of the Overflow queues meets these requirements. The situation is
evaluated for each new incoming call.
Automatic Overflow applies only to new calls attempting to enter a queue;
calls already in the queue are not transferred to a target queue. Priority
calls that are overflowed to another queue retain their priority status in the
target queue. The various treatments (such as RAN and Music) specified
for the source queue remain in effect for each call, even though the call is
placed in the target queue.
Three threshold levels must be established for each ACD DN involved in
Automatic Overflow:
• CWTH = Calls Waiting Threshold
• BYTH = Busy Threshold
• OVTH = Overflow Threshold
The threshold levels are configured for each ACD DN during installation and
can be modified by service change or load management.
The first threshold (CWTH) is for lamp status only.
When the second threshold (BYTH) is met or exceeded, the queue is busy.
This queue cannot accept any calls attempting to overflow from other
queues.
When the third threshold (OVTH) is met or exceeded, the queue is in an
Overflow state. The next new call into the queue attempts to overflow.
For a complete discussion of lamp states, see "Calls Waiting Indication
key (AWC) (Basic)" (page 32) and "Calls Waiting Indication key (AWC)
(Advanced)" (page 32), or "Display Waiting Calls (DWC) key (Basic)" (page
33) and "Display Waiting Calls (DWC) key (Advanced)" (page 34).
The system checks the Overflow queues one at a time. The first queue
operating below the BYTH is selected as the target queue. The call is
then placed in the target queue and does not return to the source queue.
Selection of a target queue is performed for each new call coming into the
source queue. Thus, if a target queue meets or exceeds the BYTH, then
another queue is checked as a target queue. If an available target queue is
not found, the call is placed in its source queue.
Source and target queues must be within the same ACD customer, unless
Network ACD (NACD) is enabled. NACD uses timed overflow rather than
automatic overflow.
A physical telephone must exist and be in the Not Ready state for the
Automatic Overflow decision process illustrated in Figure 4 "Automatic
Overflow decision process" (page 166).