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Automatic Call Distribution
Program 39 – Flexible Button Assignments for ACD Telephones
Strata DK Programming 5/99 6-51
Automatic Call Distribution
Start: call enters queue from ACD Flowchart 6-1.
Yes
No
No
No
Yes
Overflow
point 3
Yes
Yes
No
3rd only
1st, 2nd, and 3rd
2nd and 3rd
Caller is connected to 2nd announcement port.
This port is assigned in Program 14-32.
In Program 14-35, set the
repeat announcement data to
“2”.
In Program 14-35, set the
repeat announcement
data to “3”.
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 in queue.
Caller continues to hear
music source.
Caller continues to
hear music source.
In Program 14-5, set
overflow point data to “0”.
Caller continues to hear
music source.
Has the
Program 11-51 music timer
expired?
Has the
Program 11-52 music timer
expired?
Has the
Program 11-53 music timer
expired?
Should
the call
overflow after the
Program 11-53 music
timer expires?
Should the
caller continue to
receive the 1st, 2nd and 3rd
announcements, or 2nd and 3rd
announcements, or only the 3rd
announcement when the music
timer in Program 11-53
expires?
Caller is connected to 1st announcement port. This
port is assigned in Program 14-31.
After the 1st 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 2nd 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.
After the 3rd 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 duration set in
Program 11-53.
In Program 14-35, set the repeat
announcement data to “1”.
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 disconnect timer in Program
11-9 expires.
• the caller hangs up.
0882
Caller is connected to 3rd announcement port. This port
is assigned in Program 14-33.
Flowchart 6-10 ACD Queue Pattern Configuration – Three Announcements