76-110-0887/0, Issue 1
19-20
• Second overflow priority, the priority given to a call overflowing to
the second overflow group when it enters that group queue;
• Third overflow time, the amount of time that an unanswered call
can remain in the queues of the main, first, and second ACD
groups before it begins to ring in the third ACD overflow queue
as well;
• Third overflow group, the number of the third ACD group, in addi-
tion to the first three groups, to receive unanswered calls from
this ACD plan, after the third overflow time has been reached;
• Third overflow priority, the priority given to a call overflowing to
the third overflow group when it enters that group queue.
19.10.3 Announcer Plans Screen
You use this screen to define the parameters for each of the ACD
announcer plans you specified earlier on the Routing Plans Screen.
The parameters on the Routing Plans Screen determine how an
incoming ACD call is answered. Its secondary screen specifies the
actual recorded announcements that are played while the call is
waiting.
The screen informs you of the number of available plan entries. The
maximum number of Announcer plans is:
•16 for
unit
e
128
•24 for
unit
e
400
•24 for
unit
e
1000
1. From the Auto. Call Distribution heading, select the Announcer
Plans Screen
The program displays the Announcer Plans C-N Screen.
Note that the program puts default values in each field for all possi-
ble plans.
2. Accept the default values for fields or enter the desired value.
These fields are:
• Ringback delay: the number of seconds that the caller hears a
ring tone before the call is transferred to an ACD queue;
• Forced announcement: Whether a preliminary recorded
announcement will be played in its entirety before an agent
answers, even if the agent is available earlier;
• Music source: whether callers hear MOH or a ring back tone
when waiting between announcements;
• Tone on station ring: whether callers hear a tone while the ACD
station is ringing.
