System Administrator
Actions Tab
Strata CTX ACD System Administrator 10/04 11
Parameter Variables
Variables are used within the definitions of actions to dynamically provide
information about the triggering ACD group or call.
Periodic Announcement
(wait time + CB option)
Transfer Call to IVR/
Announcement
876 G1 %G,%P,1,%K
1. To use the calculated wait time use %G, 1, %K.
2. To use the calculated wait time use %G,1,%K,#407,%G.
3. Parameters in bold, #407,%G, can be changed. In this case, #407,%G represents the
extension to transfer the call to (either a Voice Mailbox or Quick Message code.
Table 2 Variables
Var. Group Variables Description
%G ACD group’s unique ID or Pilot Extension.
%K The group’s running average-talk time.
%M The total number of Agents and Supervisors that belong to the group.
%O The duration of the longest waiting call, in seconds.
%Q
The total number of waiting calls. Note that a waiting call is a queue call that ACD
failed to push to an Agent because there are no ready Agents.
%R The total number of calls that are currently alerting an Agent station.
%S The group’s programmable, estimated average-talk time.
%W The group’s programmed name
%X The total number of available Agents and Supervisors in the group.
%Y The total number of active Agents and Supervisors in the group.
%Z Ratio: %Q / %X, or Waiting Calls> / <Total Available Agents and Supervisors>.
Var. Call Variables Description
%A The call’s account number.
%B The call’s position in the queue. The first position in the queue is one.
%D The call’s associated DNIS value.
Table 1 Default Actions, Scripts and Parameters (continued)
Action Name Action Type
VA
Script
Ports
Parameters:
Variables (see
Table 2)
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