atcomsystems.ca/forum Forums TDM Business Telephone Systems Toshiba Telephones & Systems DK 424 question

DK 424 with a T-1 plus 12 pots lines coming in, T-1 used for inbound 800 traffic. 800 calls are routed directly to ACD group. can this system forward ACD calls to another call center location when those calls hit overflow? is there a way to do this?

You can overflow to another acd group within that same DK424.

the overflow call center is at a different location. can i forward out of the 424 to another location?

I guess you can if you overflowed to a mailbox that does either a trunk-to-trunk transfer or a network trunk flash.

you said mailbox. do you mean that i would have to utilize my voicemail system to do what i want or can the 424 do it by overflowing to a phantom dN (which it already does)?

Use the vm to do the off-site transfer.

The DK424 can not do this on its own. An external device, normally voice mail, is required to do this.

It will do the transfer to an outside number if the system were put into night mode., but not on an ACD overflow condition.

The only real way to get this to work is to get the T1 carrier to allow a hook flash style transfer on the T1, Then it will work rather nicely.

ACD to Voice Mail, Voice Mail does the transfer

If all else fails you could always upgrade to a CIX and what you are trying to do would be no problem.

our normal mode is night, but this is sort of the tack i'm taking. i'm trying to use a network table to get the 424 to ring the overflow call center based on DNIS. no luck.

It will only use the network calling feature on an imm ring. It can not do it an a overflow or on a delay.