System Administrator
Actions Tab
14 Strata CTX ACD System Administrator 10/04
back placeholder’s turn, ACD initiates a call from a Voice Assistant port to that Agent.
Upon answering, the Agent has three options:
1. Press
to accept
2. Press any other key such as
to repeat the call back number and the message that
the caller left.
If the Agent presses
to accept the call back call, the call back call is made from the
agent to the caller. If the agent hangs up, the call would remain in the queue and be
delivered to the next available agent.
Table 4 shows how the call back placeholder is processed.
Table 4 Call Back Behavior
Operation Behavior
Initial Announcement
No announcement is used for the placeholder.
Periodic Announcement
No announcement is used for the placeholder.
Overflow
The placeholder does not follow overflow/
re-route parameters and remains in the queue.
Re-route
The placeholder does not follow overflow/
re-route parameters and remains in the queue.
Enhanced Call Management
• Interflow
The placeholder does not follow interflow parameters
and remains in the queue.
• Agent Sharing Agent sharing setup is used for the placeholder.
Call Distribution
The call back call follows the parameters set for the
queue where the call is attached.
Wrap Up
The call back call follows the parameters set for the
queue where the call is attached.
No-answer Advance Time
The call back call follows the parameters set for the
queue where the call is attached.
No-answer Advance
Destination
The call back call follows the parameters set for the
queue where the call is attached.
Logout on Missed Call
The call back call follows the parameters set for the
queue where the call is attached.
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