Toshiba DK424I, dk14 6-49, Automatic Call Distribution, Two announcements, then continued music

Automatic Call Distribution

Program 39 – Flexible Button Assignments for ACD Telephones

ACD Queue Pattern Configuration – Two Announcements (continued)

♦Two announcements, then continued music

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

Automatic Call Distribution

Notes 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 caller hangs up.

♦the disconnect timer in Program 11-9 expires.

Caller is connected to first announcement port. This Port Is Assigned In Program 14-3.

After the first 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.

Has the

NoProgram 11-51

music timer expired?

Yes

Caller continues to hear

music source.

Caller is connected to second announcement port. this port is assigned in Program 14-32 (not Program 14-33).

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 11-52 (not Program 11-53).

Continue

Has the

NoProgram 11-52

music timer

expired?

Yes

To continue to send music to the caller until the call exits queue:

1.In Program 14-33, program a vacant station port as Announcement 3. A circuit card does not have to be installed for vacant port.

2.In Program 14-5, set overflow point data to “0”.

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.

0848

Strata DK Programming 5/00 6-49