Acd Queue Pattern Configuration - Two Announcements; Flowchart - Toshiba Strata DK40 Programming Manual

Program 76-2 ACD Group DDI Alpha-Tagging Assignments

Flowchart 6-9

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.
In Program 14-32, set the
announcement port data to
blanks using LED 01 on the
programming telephone.
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.
Strata DK40 Programming Manual Spring 1999
ACD Queue Pattern Configuration – Two Announcements
Overflow after second announcement/music
...or
Repeat announcement/music
Start: call enters queue from ACD Flowchart 6-1.
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.
Has the Program
11-51 music timer expired?
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).
Has the
No 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".
Should the call
continue to receive the
first and second announcement
or only the second when the music
timer in Program 11-53
expires?
0847
No Caller continues to hear
music source.
In Program 14-35,
set the repeat
announcement data
Continue
to "3".
Repeat second
announcement
and music only.
Repeat first and second announcment and music until:
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.
Automatic Call Distribution
In Program 14-35,
set the repeat
announcement data
to "1".
6-65