user manual

Automatic Call Distribution
Program 39 – Flexible Button Assignments for ACD Telephones
6-48 Strata DK Programming 5/99
Yes
Start: call enters queue from ACD Flowchart 6-1.
No
No
Continue
Yes, overflow
point 1.
No, send
continuous
music.
Yes, continue to repeat
announcement/music.
Caller continues to hear
music source.
Has the
Program 11-51 music timer
expired?
In Program 14-5, set the overflow
point data to “1” and set the desired
overflow destination.
The call will attempt to overflow per
ACD Flowchart 6-4 at this point.
Should the call
overflow after the Program
11-51 music timer
Should the
caller receive the 1st
announcement again when
the music time in
Program 11-51
expires?
Caller is connected to 1st announcement port.
this port is assigned in Program 14-3.
After the 1st announcement ends and hangs
up, the caller is connected to the music
source assigned in Program 14-34; the caller
will hear music from this source for the time
duration set in Program 11-51.
In Program 14-5, set overflow
point data to “0”.
Note The call will attempt to exit queue
when:
♦ an Agent telephone goes idle.
♦ the queue timer in Program
11-1 expires.
♦ the call reaches the overflow
point.
♦ the disconnect timer in
Program 11-9 expires.
♦ the caller hangs up.
To continue to send music to the
caller until the call exits queue: in
Program 14-32, program a vacant
station port as Announcement 2. A
circuit card does not have to be
installed for the vacant port.
The caller will continue to hear
uninterrupted music until the call
exits queue. The call will exit queue
when:
♦ an agent goes idle.
♦ the call overflows when the
overflow timer in Program 11-1
expires.
♦ the caller hangs up.
♦ the disconnect timer in Program
11-9 expires.
In Program 14-35, set the repeat
announcement data to “1”.
The caller will be reconnected to the 1st
announcement. When the announcement
ends, the caller will be reconnected to the
music source for the time duration set in
Program 11-51. This sequence will
continue to repeat until the call exits
queue. the call will exit queue when:
♦ an agent goes idle.
♦ the call overflows when the overflow
timer in Program 11-1 expires.
♦ the caller hangs up.
♦ the disconnect timer in Program 11-9
expires.
0881
♦ Overflow after announcement/music
...or
♦ Repeat announcement/music
...or
♦ One announcement then continous music
Flowchart 6-8 ACD Queue Pattern Configuration – One Announcement Only