6-49, Automatic Call Distribution

♦Overflow after second announcement/music

Automatic Call Distribution

Program 39 – Flexible Button Assignments for ACD Telephones

Flowchart 6-9 ACD Queue Pattern Configuration – Two Announcements

Automatic

♦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:		Caller is connected to first announcement port.
queue when:		This port is assigned in Program 14-3.
♦	an Agent telephone goes	This port is assigned in Program 14-3.
♦	an Agent telephone goes
	idle.
♦ the queue timer in Program
♦ the queue timer in Program
	11-1 expires.	After the first announcement ends and hangs up,
		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
♦ the caller hangs up.	Program 11-51.
♦ the disconnect timer in	Program 11-51.
♦ the disconnect timer in
Program 11-9 expires.
In Program 14-32, set the
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?
	11-51 music timer expired?

Caller continues to hear music source.

Call Distribution

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.

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.

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?

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

In Program 14-35,

set the repeat

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.

Strata DK Programming 5/99

6-49

dk14 specifications

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Toshiba dk14 manual 6-49, Automatic Call Distribution, Strata DK Programming 5/99

Models: dk14