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6-12
3. Press HOLD to save the entry. A confirmation tone is heard and the
Description
The Transferred RAN Message is for CO callers who are transferred to an
ACD group. This forces callers transferred to an ACD Group to listen to
the announcement prior to entering the queue or ringing an agent.
ACD Overflow Timer
Programming Steps
1. Press the OVERFLOW TIMER flexible button (FLASH 60, Button #13).
2. Enter a valid number on the dial pad which corresponds to
3. Press HOLD to save the entry. A confirmation tone is heard and the
Description
The ACD Overflow Timer determines the total length of time a caller
remains in queue for a particular ACD group. When the timer expires, the
caller is routed to the designated overflow station.
The timer starts when an incoming call is answered and presented to the
first recorded announcement. Transferred CO callers overflow at the
expiration of the Overflow Timer.
By default, the ACD Overflow Timer is set for 60 seconds and is variable
from 000–600 seconds.
display updates.
The following message displays:
ACD 5 XX OV ER FLOW
06 0
000-600 seconds.
display updates.
ACD Group Programming
0 00- 60 0
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