Call Management Tab - Toshiba Strata CTX Manual

System Administrator
ACD Groups Tab

Call Management Tab

Refer to the following field definitions to enter or change ACD group information.
F
IELD
Initial
Announcement
Periodic
Announcement
Overflow Calls
22
D
ESCRIPTION
General Call Management
Specify the time the call may ring into the queue before taking the
specified action. Typically, this defines how long the caller will hear
Ring Back Tone prior to being transferred to the Initial Announcement
if no Agents are available when the call arrives. The actions are
defined later in the Actions Tab.
This specifies how long a call will wait on a Music-on-hold source prior
to following a periodic action. Typically, this action is a secondary
announcement to indicate to the caller that the call is still being
handled in the order received.
Define the overall time and action to be taken if the call has not been
handled. The Overflow action is followed after the specified time or if
the queue becomes Disabled while the call is waiting in queue. This
timer starts from the beginning of the call.
Strata CTX ACD System Administrator 10/04