♦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:

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?

 

 

 

 

 

 

 

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.

 

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.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Strata DK Programming 5/99

6-49

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Toshiba dk14 6-49, Automatic Call Distribution, Strata DK Programming 5/99, Overflow after second announcement/music or

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