Toshiba dk14 6-50, Automatic Call Distribution, Strata DK Programming 5/00, •the caller hangs up

Automatic Call Distribution

Program 39 – Flexible Button Assignments for ACD Telephones

Flowchart 6-10 ACD Queue Pattern Configuration – Three Announcements

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

Caller is connected to 1st announcement port. This port is assigned in Program 14-31.

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	No	Has the
		Program 11-51 music timer
music source.
		expired?
			Yes
	Caller is connected to 2nd announcement port.
	This port is assigned in Program 14-32.

After the 2nd 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.

In Program 14-35, set the repeat announcement data to “1”.

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 disconnect timer in Program 11-9 expires.

•the caller hangs up.

In Program 14-35, set the repeat announcement data to “2”.

Caller continues to	No	Has the
		Program 11-52 music timer
hear music source.
		expired?
			Yes

Caller is connected to 3rd announcement port. This port is assigned in Program 14-33.

After the 3rd 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 duration set in Program 11-53.

In Program 14-35, set the repeat announcement data to “3”.

	Caller continues to hear	No			Has the
				Program 11-53 music timer
	music source.
					expired?
						Yes
In Program 14-5, set the overflow point
data to “3” and set the desired overflow					Should
destination.
					the call
			Yes
The call will attempt to overflow per ACD				overflow after the
				Program 11-53 music
Flowchart 6-4 at this point in queue.
					timer expires?
			Overflow
			point 3			No
0882

3rd only

Should the

caller continue to

receive the 1st, 2nd and 3rd

announcements, or 2nd and 3rd announcements, or only the 3rd

announcement when the music 2nd and 3rd timer in Program 11-53

expires?

1st, 2nd, and 3rd

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

6-50 Strata DK Programming 5/00