Contents
TOC-xviii
Strata DK40 Programming Manual Spring 1999
Program 76-2 ACD Group DDI Alpha-Tagging Assignments .............................................6-52
Progam 76-2 Overview................................................................................................... 6-55
Index IND
List of Figures
Figure 1-1 System Record Sheet Sample........................................................................1-13
Figure 1-2 Entering Programming Mode........................................................................1-14
Figure 1-3 Programming Button Sequence Overview....................................................1-15
Figure 1-4 LED Buttons Programming Keystrips ..........................................................1-17
Figure 6-5 Alpha Mode...................................................................................................6-19
Figure 6-6 ACD Queue Announcement and Music Patterns..........................................6-28
List of Flowcharts
Flowchart 6-1 ACD Group Call Routing.......................................................................6-57
Flowchart 6-2 ACD Group Queue/Overflow Operation................................................6-58
Flowchart 6-3 ACD Time Out Overflow.......................................................................6-59
Flowchart 6-4 ACD Overflow Point..............................................................................6-60
Flowchart 6-5 After Shift Operation..............................................................................6-61
Flowchart 6-6 All Agents Unavailable Operation .........................................................6-62
Flowchart 6-7 Agent Telephone Ring No Answer Operation .......................................6-63
Flowchart 6-8 ACD Queue Pattern Configuration – One Announcement Only ...........6-64
Flowchart 6-9 ACD Queue Pattern Configuration – Two Announcements ..................6-65
Flowchart 6-10 ACD Queue Pattern Configuration – Three Announcements..............6-67
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