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Automatic Call Distribution
Program 14-3 – Announcement/Music Port and Queue Pattern
Strata DK Programming 5/99 6-21
Automatic Call Distribution
Each ACD Group can have from one to three announcements and a separate music source.
Announcements and/or music sources can also be shared in any combination between ACD
Groups (see Flowcharts 6-8~6-10 on Pages 6-48~6-51).
Code 1: Announcement Port One
Assigns the port that will be connected to the digital announcer that should be activated first when
a CO line call enters the ACD Group queue. Code 1 always assigns the first announcements in a
queue pattern. Skip Code 2 and Code 3 programming if only one announcement is used for the
ACD Group queue.
Code 2: Announcement Port Two
Assigns the port to which the second announcement device connects in a three-announcement
queue pattern. If only two announcements are used for the ACD Group queue, skip to Code 3.
Code 3: Assigns Port for Second or Third Announcement Device
Assigns the port to which the second announcement device connects in a two-announcement
queue pattern. Or, it is the port connected to the third announcement device in a three-
announcement queue pattern.
Code4: ACD Queue Music Source Port
Assigns the station port or RCTU MOH jack to which the ACD queue music source is connected.
The music is sent to callers in the ACD Group queue during the time intervals set in Programs 11-
51, -52, and -53, or continuously until an Agent answers or the call overflows (see Non-repeating
Queue Announcement following Program 14-5).
Code 5: Select Repeat Enactment for Queue Pattern
After the last music timer (11-51, -52, or -53) in the queue pattern expires, the queue pattern
announcements and music can be repeated to callers starting with announcement 1, 2, or 3. Use
Code 5 to select which announcement to start the repeat queue pattern process. The queue pattern
is repeated until an Agent answers, the call overflows per Program 14-4, the caller hangs up, or the
disconnect timer expires (Program 11-9). The queue pattern can be set to repeat or not repeat
announcements, depending on the options set in Program 14-5 (see Flowcharts 6-8~6-10 on Pages
6-48~6-51).
Queue Pattern Options 1, 2, and 3 are shown in the following diagram. For more details, ee
Flowcharts 6-8~6-10 on Pages 6-48~6-51.