Toshiba Strata DK14 General Description Manual page 251

DH member telephones should be equipped with PDNs, not CO Line or Pooled Line buttons for
DID and Tie lines that directly ring to a DH Group. This is to avoid two buttons flashing on the
telephone when it is called.
PhDNs cannot be assigned as members of DH groups.
ACD Overflow to DH Group (DK424 only)
ACD calls can overflow to DH groups if there is an idle agent in the DH group, but remain in the
ACD queue at overflow time if all DH group members are busy.
ACD Agent Ring-No-Answer to DH Group (DK424 only)
ACD calls can route to a DH group during an agent ring-no-answer condition if there is an idle
agent in the DH group. If all DH group members are busy when an agent ring-no-answer call
attempts to route to the DH group, the ACD call routes to the ACD CO line normal ringing
assignments.
However, once a call enters a DH group, it cannot be forwarded or serial hunted out of that group.
This is to avoid falsely routing calls to personal voice mail boxes. Calls cannot be routed to DH
groups by SH. Also, calls overflowing from an Attendant Console position or DID intercept calls
cannot be routed to a DH group.
Calls are distributed to a station's PDN in the case of internal, DID, or Tie line calls. In the case of
ground or loop start lines, Pooled Line buttons can be established on a station for separate
identification of DH calls. In this case, both the Pooled Line LED and a common PhDN LED
flashes. When answered, the call is resident on the Pooled Line button. Individual PhDNs cannot
receive DH calls.
If no stations in a DH group are idle, new calls routed to that group are placed in a queue waiting a
station to become idle. A maximum of 10 calls can be in each group's queue. Callers in queue hear
ringback tone until a DH member becomes idle and the call is answered. The 11th caller trying to
enter the queue receives busy tone.
Benefits
Enhances call handling by providing better service to customers and outside callers, because they
usually reach someone on the first try who can help them. It can also boost productivity for
internal callers, since they do not have to hang up and redial another DN if the first party does not
answer.
DH is very popular in voice mail applications with all voice mail ports in a DH group. This
provides very efficient use and availability of voice mail ports.
Strata DK Feature Description 5/99
Features
System Features
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