Filter
Top Products
Automatic Call Distribution
Program 14-5 – Overflow Point and Ring No Answer Routing Destination
6-26 Strata DK Programming 5/00
Non-Repeating Queue Announcement
Case 1—Provide callers with one announcement, followed by music until the call is answered by
an Agent or until the call overflows — refer to Flowchart 6-8 on Page 6-47. (Overflow time is
determined by the overall queue timer; Program 11-1, one second to one hour or no overflow.)
♦ Assign Announcement 1 to the appropriate digital announcer standard telephone port
(Program 14-31).
♦ Assign Announcements 2 and 3 to any vacant PDKU or PEKU port. (Program 14-32 and 14-
33 , DATA = XXX vacant port. See Notes.)
♦ Assign music in Program 14-34.
♦ See Notes, following Case 2.
Case 2—Provide the following sequence to callers: Announcement 1, followed by Music 1,
Announcement 2, and then continuous music until the call is answered by an Agent or until the call
overflows — refer to Flowchart 6-10 on Page 6-50. (Overflow time is determined by the overall
queue timer; Program 11-1, one second to one hour or no overflow.)
♦ Assigns Announcements 1 and 2 to the appropriate digital announcer, standard telephone port
(Programs 14-31 and 14-32).
♦ Assign Announcement 3 to any vacant PDKU or PEKU port (Program 14-33). XX = ACD
Group number, DATA = Vacant Port Number ZZZ.
♦ Assign music in Program 14-34.
Notes
In both Cases 1 and 2 above:
♦ The vacant port is a digital or electronic telephone port. It must not be connected to a
telephone when assigned as an announcement port in Program 14-3. A station PCB does not
have to be installed for the vacant announcement port.
♦ Set overflow point to “0” and the destination to the desired Ring No Answer port XXX
(Program 14-5XX-0-XXX).
♦ Set overall queue overflow time (Program 11-1) and the overall queue overflow destination
(Program 14-4XX-YYY) as appropriate for overflow or no-overflow.