ACR WDB OVERSHOT ALT ON DESCENT.

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APPROX 50 NM W OF TYS WHEN WE RECEIVED DSCNT CLRNC TO CROSS 20 E OF TYS AT 330 ON THE SHINE ARR. AS WE WERE INITIATING DSCNT; ATC GAVE RESTRICTION TO CROSS 5 E OF TYS AT FL370. I READ BACK SAME; UNDERSTANDING 5 E TYS AT 370; 20 E TYS AT FL330. I DID NOT ACKNOWLEDGE MAINTAIN FL370! APPROX 10 E OF TYS AT FL355; ATC CALLED US AND SAID MAINTAIN 370. THE CAPT RESPONDED THAT WE WERE DSNDING TO CROSS 20 E AT 330 BUT WOULD HE LIKE US TO CLB BACK TO 370. WE WERE GIVEN A 360 DEG HDG AND TOLD TO MAINTAIN FL350. NEXT CLRNC WAS TO RESUME OWN NAV TO INTERCEPT THE ARR; WHICH WE DID. FLT THEN PROCEEDED NORMALLY TO LNDG IN CLT. CONTRIBUTING FACTORS. CTLR WORKLOAD; CONFUSION ON FREQ. CHANGE OF DSCNT RESTRICTIONS AS ACFT WAS INITIATING DSCNT PROFILE. NEED TO EXPEDITE TO MEET NEW XING RESTRICTION OF SE AT 370. CAPT WAS ON COMPANY FREQ WITH OTHER DISTRS (INFLT MEDICAL PROB; PAS IN BACK). WHEN F/O RECEIVED NEW DSCNT CLRNC TO CROSS 5 E TYS AT 370; CAPT CAME BACK ON FREQ AS F/O WAS READING BACK DSCNT CLRNC. F/O DID NOT ACKNOWLEDGE INSTRUCTIONS TO MAINTAIN FL370 5 E OF TYS. UNDERSTOOD IT TO BE IN ADDITION TO PREVIOUS DSCNT CLRNC. FLT ATTENDANT DISTRS IN COCKPIT AND ON INTERCOM TRYING TO DEAL WITH PAS' MEDICAL PROB. WORKLOAD IN COCKPIT DURING DSCNT PHASE OF FLT WITH 2 MAN CREW. I THINK THIS COULD HAVE BEEN AVOIDED WITH A STANDARD DSCNT PROFILE ON THE SHINE ARR AS WELL AS THE CTLR NOT WAITING SO LATE TO CHANGE DSCNT CLRNCS. SUPPLEMENTAL INFO FROM ACN 96532. CENTER SAID CLRNC TO CROSS 5 E TYS AT FL370 WAS TO MAINTAIN FL370! I RESPONDED THAT THAT WAS NOT OUR UNDERSTANDING. IN SUMMARY; I FEEL WE HAVE A PROCS PROB AT TYS. THIS IS THE 2ND SUCH INCIDENT I HAVE PERSONALLY EXPERIENCED AT TYS IN AS MANY WKS. WHY WAS THE INITIAL CLRNC 20 E AT FL330 EVER GIVEN IN THE 1ST PLACE? IT SEEMS A MORE APPROPRIATE INITIAL CLRNC WOULD HAVE BEEN CROSS 5 E TYS AT AND MAINTAIN FL370. PERIOD. I THINK A STANDARD XING PROC NEEDS TO BE ESTABLISHED AT TYS IN CONJUNCTION WITH THE SHINE ARR INTO CLT.