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Automatic Call Distribution
Program 39 – Flexible Button Assignments for ACD Telephones
Strata DK Programming 5/99 6-49
Automatic Call Distribution
Yes
Start: call enters queue from ACD Flowchart 6-1.
No
Yes
No
No
Continue
Yes,
Overflow
Point 2
Repeat second
announcement
and music only.
Caller is connected to second announcement port.
This port is assigned in program 14-33 (not
Program 14-32).
Has the Program
11-51 music timer expired?
Caller continues to hear
music source.
Caller continues to hear
music source.
Has the
Program 11-53
music timer expired?
In Program 14-5, set the overflow
point data to “3” and set the desired
overflow destination.
The call will attempt to overflow per
ACD Flowchart 6-4 at this point.
Should
the call
overflow after the
Program 11-53 music
timer expires?
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 11-53 (not Program 11-52).
Should the call
continue to receive the
first and second announcement
or only the second when the music
timer in Program 11-53
expires?
In Program 14-5, set overflow point data to “0”.
In Program 14-35,
set the repeat
announcement data
to “1”.
In Program 14-35,
set the repeat
announcement data
to “3”.
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.
In Program 14-32, set the
announcement port data to
blanks using K01 on the
programming telephone.
0847
Repeat first and second announcment and music until:
♦ 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.
♦ Overflow after second announcement/music
...or
♦ Repeat announcement/music
Flowchart 6-9 ACD Queue Pattern Configuration – Two Announcements