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.
