Toshiba DK40I, dk14, DK424I manual 6-48, Automatic Call Distribution, Strata DK Programming 5/00

Automatic Call Distribution

Program 39 – Flexible Button Assignments for ACD Telephones

Flowchart 6-9 ACD Queue Pattern Configuration – Two Announcements

♦Overflow after second announcement/music

...or

♦Repeat announcement/music

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

Notes The call will attempt to exit		Caller is connected to first announcement port.
queue when:
		This port is assigned in Program 14-3.
♦	an Agent telephone goes
	idle.
♦ the queue timer in Program
	11-1 expires.	After the first announcement ends and hangs up,

♦the call reaches the overflow the caller is connected to the music source

point.	assigned in Program 14-34; the caller will hear
♦ the caller hangs up.	music from this source for the time duration set in
	Program 11-51.
♦ the disconnect timer in
Program 11-9 expires.
In Program 14-32, set the
announcement port data to
blanks using K01 on the
programming telephone.	Has the Program		No
	11-51 music timer expired?
		Yes
	Caller is connected to second announcement port.
	This port is assigned in program 14-33 (not
	Program 14-32).
	After the second 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 11-53 (not Program 11-52).

Caller continues to hear music source.

Caller continues to hear music source.

In Program 14-5, set the overflow point data to “3” and set the desired overflow destination.

The call will attempt to overflow per ACD Flowchart 6-4 at this point.

	No	Has the
		Program 11-53
		music timer expired?
			Yes
Yes,		Should
Overflow
		the call
Point 2
		overflow after the
		Program 11-53 music
		timer expires?
			No
	In Program 14-5, set overflow point data to “0”.					In Program 14-35,	In Program 14-35,
						set the repeat	set the repeat
						announcement data	announcement data
			Continue			to “3”.	to “1”.
		Should the call
				Repeat second
		continue to receive the		announcement
		first and second announcement		and music only.
		or only the second when the music
		timer in Program 11-53			Repeat first and second announcment and music until:
		expires?
					♦ an agent goes idle.
					♦ the call overflows when the overflow timer in Program
		0847			11-1 expires.
					♦ the caller hangs up.
					♦ the disconnect timer in program 11-9 expires.

6-48 Strata DK Programming 5/00