Toshiba Strata CTX ACD Application User manual

Strata CTX ACD Application
Overhead Page Action
The Overhead Page Action is a script that will page an announcement over the CTX’s
All Call Page Group, Page Group, or an External Page Group when calls exceed the
threshold defined in your alarms settings.
How to update the Overhead Page Action
Here is what you need to do to make the “Overhead page” action work in the CTX ACD.
1) Copy the updated VASCR893 over the existing one located at <local
disk>\Program Files\CTS\V_Assist32\Scripts.
2) Using Strata ACD System Administrator select the Other tab.
3) Click on View/Change button under Actions.
4) Scroll down to find the “Overhead Page” Action and then click on the Edit Action
button.
5) Change the Type to Run a IVR Script.
6) VA Script #: enter in 893.
7) VA ports: enter in G1.
8) Parameters: %G,<Page Access Code>,%Q Example: %G,#30,%Q
%G = ACD Pilot Number, %Q = The total number of waiting calls.
9) Under Action Classes check off Alarms/Notification.
Recording Announcements
<Pilot number>93 – “Calls waiting in queue equals…”
<Pilot number>94 – “Please handle these calls…”
To record new prompts
1) Use any phone and dial the extension number for the port assigned to be used
for System Administration. (See Voice Assistant setting on page 6 or “View
Ports” on page 31 of the System Administrator Manual.)
2) Enter the password 1234. This password cannot be changed.
3) When prompted for the mailbox number, dial the Pilot DN, followed by the
announcement number.