Toshiba dk14, DK40I, DK424I manual Non-Repeating Queue Announcement

Automatic Call Distribution

Program 14-5 – Overflow Point and Ring No Answer Routing Destination

Non-Repeating Queue Announcement

Case 1—Provide callers with one announcement, followed by music until the call is answered by an Agent or until the call overflows — refer to Flowchart 6-8on Page 6-47. (Overflow time is determined by the overall queue timer; Program 11-1, one second to one hour or no overflow.)

♦Assign Announcement 1 to the appropriate digital announcer standard telephone port (Program 14-31).

♦Assign Announcements 2 and 3 to any vacant PDKU or PEKU port. (Program 14-32 and 14- 33 , DATA = XXX vacant port. See Notes.)

♦Assign music in Program 14-34.

♦See Notes, following Case 2.

Case 2—Provide the following sequence to callers: Announcement 1, followed by Music 1, Announcement 2, and then continuous music until the call is answered by an Agent or until the call overflows — refer to Flowchart 6-10on Page 6-50. (Overflow time is determined by the overall queue timer; Program 11-1, one second to one hour or no overflow.)

♦Assigns Announcements 1 and 2 to the appropriate digital announcer, standard telephone port (Programs 14-31 and 14-32).

♦Assign Announcement 3 to any vacant PDKU or PEKU port (Program 14-33). XX = ACD Group number, DATA = Vacant Port Number ZZZ.

♦Assign music in Program 14-34.

Notes

In both Cases 1 and 2 above:

♦The vacant port is a digital or electronic telephone port. It must not be connected to a telephone when assigned as an announcement port in Program 14-3. A station PCB does not have to be installed for the vacant announcement port.

♦Set overflow point to “0” and the destination to the desired Ring No Answer port XXX (Program 14-5XX-0-XXX).

♦Set overall queue overflow time (Program 11-1) and the overall queue overflow destination (Program 14-4XX-YYY) as appropriate for overflow or no-overflow.

6-26 Strata DK Programming 5/00