System Administrator
Actions Tab
Strata CTX ACD System Administrator 10/04 7
Type This pull-down list enables you to select the type of action to be
performed for the item named. Predefined Types include:
• Transfer to VA/Announce
• Run VA Script
• Transfer Call
• Send DDE Message
• Log to File
• Send LCD Message
• Send Email
• Announce with Callback (Enhanced)
• Interflow (Enhanced)
• Share Agents (Enhanced)
Action Settings
These fields vary based on “Type” selected.
Type: Transfer to VA/Announce or Run VA Script
VA Script # Specific Voice Assistant (VA) script should be invoked with this action,
enter the script number here. A series of announcement scripts are
provided with the system. The announcement prompts are shown on
Table 6.
VA Ports If a VA script is used, enter the port group associated with this ACD
group.
Parameters You can further define additional actions by entering parameters. See
following tables. These parameters will be used by the VA script as
part of its processing (see Parameter Variables table).
Prevent any agent
seizing this call
If an agent becomes available while a call is listening to an
announcement, this checked will prevent the call from being moved to
that agent until the announcement is complete.
Prevent any lower
priority call in
queue from
preempting this
call
When this box is checked, calls will follow a strict order sequence for
agent delivery independently of whether an announcement is being
played or not.
When not checked, the call with the highest priority not connected to
an announcement will get delivered to an available agent.
FIELD DESCRIPTION
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