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

Automatic Call Distribution

Program 39 – Flexible Button Assignments for ACD Telephones

Flowchart 6-10 ACD Queue Pattern Configuration – Three Announcements

Automatic

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?

 

 

 

 

 

 

 

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.

Call Distribution

Yes

Caller is connected to 2nd announcement port.

 

 

In Program 14-35, set the

 

 

repeat announcement data to

This port is assigned in Program 14-32.

 

 

 

 

“2”.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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.

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”.

Strata DK Programming 5/99

6-51

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Toshiba dk14 6-51, Automatic Call Distribution, Strata DK Programming 5/99, Start: call enters queue from ACD Flowchart
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dk14 specifications

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