Toshiba dk14, DK40I, DK424I manual 6-47, Automatic Call Distribution, Strata DK Programming 5/00

Automatic Call Distribution

Program 39 – Flexible Button Assignments for ACD Telephones

Flowchart 6-8 ACD Queue Pattern Configuration – One Announcement Only

♦Overflow after announcement/music

...or

♦Repeat announcement/music

...or

♦One announcement then continous music

Start: call enters queue from ACD Flowchart 6-1.

Automatic Call Distribution

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.

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.

Caller continues to hear music source.

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.

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.

0881

No		Has the				In Program 14-35, set the repeat
		Program 11-51 music timer
		expired?				announcement data to “1”.
						The caller will be reconnected to the 1st
						announcement. When the announcement
			Yes			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
Yes, overflow						queue. the call will exit queue when:
point 1.		Should the call				♦ an agent goes idle.
		overflow after the Program				♦ the call overflows when the overflow
		11-51 music timer
						timer in Program 11-1 expires.
						♦ the caller hangs up.
			No			♦ the disconnect timer in Program 11-9
						expires.
	In Program 14-5, set overflow
	point data to “0”.
			Continue
		Should the
		caller receive the 1st
		announcement again		when
No, send		the music time in			Yes, continue to repeat
continuous		Program 11-51			announcement/music.
music.		expires?

Strata DK Programming 5/00 6-47