System Administrator
ACD Groups Tab
22 Strata CTX ACD System Administrator 10/04
Call Management Tab
Refer to the following field definitions to enter or change ACD group information.
FIELD DESCRIPTION
General Call Management
Initial
Announcement
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.
Periodic
Announcement
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.
Overflow Calls 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.
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