Automatic Call Distribution
Program 76-2 ACD Group DDI Alpha-Tagging Assignments
6-66
Strata DK40 Programming Manual Spring 1999
Yes
Start: call enters queue from ACD Flowchart 6-1.
No
Yes
No
Caller is connected to second announcement port.
this port is assigned in Program 14-32 (not
Program 14-33).
Caller continues to hear
music source.
Has the
Program 11-51
music timer expired?
Caller continues to hear
music source.
Has the
Program 11-52
music timer
expired?
Caller is connected to first announcement port.
This Port Is Assigned In Program 14-3.
After the first announcement ends and hangs up,
the caller is connected to the music source
assigned in Program 14-34; the caller will hear
music from this source for the time duration set in
Program 11-51.
After the second announcement ends and hangs
up, the caller is connected to the music source
assigned in Program 14-34; the caller will hear
music from this source for the time duration set in
Program 11-52 (not Program 11-53).
To continue to send music to the caller until the call exits queue:
1. In Program 14-33, program a vacant station port as Announcement 3. A circuit
card does not have to be installed for vacant port.
2. In Program 14-5, set overflow point data to “0”.
The caller will continue to hear uninterrupted music until the call exits queue. The
call will exit queue when:
♦ an agent goes idle.
♦ the call overflows when the overflow timer in Program 11-1 expires.
♦ the caller hangs up.
♦ the disconnect timer in Program 11-9 expires.
Continue
Notes The call will attempt to exit queue
when:
♦ an agent telephone goes idle.
♦ the queue timer in Program 11-1
expires.
♦ the call reaches the overflow
point.
♦ the caller hangs up.
♦ the disconnect timer in Program
11-9 expires.
♦ Two announcements, then continued music
ACD Queue Pattern Configuration – Two Announcements
(continued)
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