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The high priority and non-priority queues for each ACD DN are continuously monitored to find calls which exceed the Time Ovefflow Timer in LD23. Calls which exceed the value are put in the TOF queue for the source ACD DN.

There is one TOF queue for each ACD DN. Call priorities are maintained when a call is placed in the TOF queue. Priorities are maintained by inserting high priority calls in the TOF queue before inserting non-priority calls.

For each queue, there are three levels of priority: non-priority, high priority, and TOF.

Non-priority queues are for calls on trunks with ACD priority not required

(CLS = APN in LD14) and the Time Overflow Timer (TOFT in LD23) has not expired. This also includes internal calls.

High priority queues contain calls on trunks with ACD priority required (CLS

= APY in LD14) and the has not expired.

TOF queue contains calls with the TOFT is expired. Calls in the TOF queue

can be either APN, or APY trunk calls, or both.

TOF operation by time

1 A call enters the source ACD DN high priority or non priority queue. 2 The calls remains in the source queue until the call waiting time meets

the TOFT value. The call is placed in the source TOF queue.

3 The call can be answered by any agent in the source ACD DN, or a target agent.

TOF operation with Overflow

1 A call attempts to enter a source ACD DN high priority or non priority

queue. The OVTH for the source ACD DN has been met or exceeded, but , the BYTH for the target ACD DN has not been met. . . . . 2 The call overflows by number to the target queue. It remains there until

answered, abandoned, or the from the source expires.

3 When the timer expires, the call is recalled to the source TOF queue. 4 The call can be answered by any agent in the source ACD DN, or target

ACD DN.

TOF operation with Interflow

1 A call attempts to enter a source ACD DN high priority or non priority queue that is in intefflow state.

2 The Interflow destination is an ACD DN and the incoming call intefflows to it. The call remains there until answered, abandoned, or the

from the source expires.

3 When the timer expires, the call is recalled to the source TOF queue. 4 The call can be answered by an agent in the source ACD DN, or target

ACD DN

Note: If the Interflow destination is not an ACD DN, the call is never recalled to the source TOF queue.

As agents become available, calls are presented based on call priority and the HPQ prompt in LD23.

When HPQ = Yes, the agent is presented with calls in this order. 1 calls in the agent’s own TOF queue

These are both high priority and non-priority calls. 2 calls waiting in the agent’s own high priority queue 3 calls from other TOF queues targeted to this agent’s queue 4 calls waiting in the non-priority queue

When HPQ = No, the agent is presented with calls in this order. 1 calls in the agent’s own TOF queue

These are both high priority and non-priority calls. 2 calls from other TOF queues targeted to this agent’s queue 3 calls waiting in the agent’s own high priority queue 4 calls waiting in the non-priority queue

Empty queues Only when the source TOF queue, high priority queues, and

the target TOF queues are empty is the agent presented with a call from the non-priority queue.

If the non-priority queue is empty, the agent is linked to the available agent queue.

Source TOF queues are searched first by priority then by time to find the next call to be served. All high priority calls are answered before non-priority calls regardless of how long they have waited. If the priorities are equal, the oldest calls are serviced first. Refer to the flow chart in Figure 14.

Time Overflow does not occur during the following conditions. ACD Ring Again calls

Call Park Recall calls

callers active in Telset Messaging

calls to a source ACD DN in night service when the target queue is in night service

Time Overflow Timer Incoming calls may Time Overflow only if the source

ACD DN has a TOFT defined. However, an agent may still answer TOF calls as the target DN for another ACD DN.

If the TOFT is defined, but the ACD DN is not configured as the target DN for any other source DN, the agent may only answer TOF calls from their own TOF queue.

Each target ACD DN can answer TOF calls for up to six source ACD

Each target ACD DN can answer TOF calls for up to 100 source ACD when Enhanced Overflow is allowed.

Usually, it is not feasible to allow calls from a source ACD DN in one application to be answered by target ACD in another application.

If the source ACD DN sends calls to a target ACD DN without the TOFT designated in LD23, the source ACD calls have high priority and get answered first. If the target ACD DN has the TOFT programmed in LD23, its own TOF calls have priority over any calls sent by TOF.

Figure 14

Call presentation to available agent

Agent position becomes available

Call in non-priority Y e squeue?