Toshiba dk14, DK40I, DK424I manual Program 14-3Overview, 6-19, Code 1 Announcement Port One

Automatic Call Distribution

Program 14-3 – Announcement/Music Port and Queue Pattern

Program 14-3 Overview

This program is used to make announcement/music port and queue pattern assignments. All announcement devices (digital announcers) must connect to standard telephone ports (RSTU, RSTU2, RDSU/RSTS, PSTU, PESU).

The music source can be the MOH source connected to the RCTU RCA jack, another source connected to a standard telephone port or an electronic telephone port (voice pair).

Each ACD Group can have from one to three announcements and a separate music source. Announcements and/or music sources can also be shared in any combination between ACD Groups (see Flowcharts 6-8~6-10on Pages Page 6-47~Page6-50).

Code 1: Announcement Port One

Assigns the port that will be connected to the digital announcer that should be activated first when a CO line call enters the ACD Group queue. Code 1 always assigns the first announcements in a queue pattern. Skip Code 2 and Code 3 programming if only one announcement is used for the ACD Group queue.

Automatic Call Distribution

Code 2: Announcement Port Two

Assigns the port to which the second announcement device connects in a three-announcement queue pattern. If only two announcements are used for the ACD Group queue, skip to Code 3.

Code 3: Assigns Port for Second or Third Announcement Device

Assigns the port to which the second announcement device connects in a two-announcement queue pattern. Or, it is the port connected to the third announcement device in a three- announcement queue pattern.

Code 4: ACD Queue Music Source Port

Assigns the station port or RCTU MOH jack to which the ACD queue music source is connected. The music is sent to callers in the ACD Group queue during the time intervals set in Programs 11- 51, -52, and -53, or continuously until an Agent answers or the call overflows (see Non-repeating Queue Announcement following Program 14-5).

Code 5: Select Repeat Enactment for Queue Pattern

After the last music timer (11-51, -52, or -53) in the queue pattern expires, the queue pattern announcements and music can be repeated to callers starting with announcement 1, 2, or 3. Use Code 5 to select which announcement to start the repeat queue pattern process. The queue pattern is repeated until an Agent answers, the call overflows per Program 14-4, the caller hangs up, or the disconnect timer expires (Program 11-9). The queue pattern can be set to repeat or not repeat announcements, depending on the options set in Program 14-5 (see Flowcharts 6-8~6-10on Pages Page 6-47~Page6-50).

Queue Pattern Options 1, 2, and 3 are shown in the following diagram. For more details, ee Flowcharts 6-8~6-10on Pages Page 6-47~Page6-50.

Strata DK Programming 5/00 6-19