Toshiba Strata Dk14, Dk40i, Dk424 Installation And Maintenance Manual

DK424 ACD Installation
Installation
Strata DK I&M 5/9911-3
DK424 ACD Installation
©Code 41: Enables Remote Maintenance
©Code 42: Enables MIS/SMIS PIOU, PIOUS, or RSSU Slot. The TTY port must have Code 42 
set for its slot in Program 03 to support ACD/MIS. 
©Code 43: Enables RS-232 Voice Mail Interface/SMDI
©If the RSIU is to be used for ACD/MIS, the RSIU must be installed in the Strata DK Base 
Cabinet, slot 11 and programmed with Code 49 in Program 03. 
©The RSSU only supports TTY, SMIS, or SMDI. The...

DK424 ACD Installation
ACD Installation Guidelines
11- 4Strata DK I&M 5/99
Digital announcement devices can be connected to DK standard telephone ports only; music 
sources such as digital Music-on-Hold (MOH) devices, radio tuners, CD players, etc., can be 
connected to standard telephone ports, electronic (not digital) telephone ports, or to the RCTU 
MOH jack. The wiring diagrams for connecting announcement/music devices are:
©Digital announcers and/or music sources to standard telephone PCB ports:...

DK424 ACD Installation
ACD Installation Guidelines
Strata DK I&M 5/9911-5
DK424 ACD Installation
Step 2: Install the RKYS Feature Key
äTo install the RKYS2 (ACD/Auto Attendant) or RKYS3 onto the RCTU PCB
äRead the section titled “RKYS Feature Key Upgrades” on Page 5-48 and refer to Figure 5-30 
for installation instructions. 
Important!It is not necessary to run any special programs (i.e., Program 03) when RKYS is 
installed. RKYS can be installed before or after system initialization, and, before or...

DK424 ACD Installation
ACD Installation Guidelines
11- 6Strata DK I&M 5/99
Step 7: Connect Announcement Devices
Connect the digital announcement devices that are used for each ACD Group (queue) to the 
appropriate station ports. Digital announcers can be connected to any RSTU, RSTU2, RDSU/
RSTS, PSTU, or PESU standard telephone ports. 
See Chapter 8 – Wiring Diagrams for MDF wiring to appropriate standard telephone ports.
©Use Program 14-3, Code 1, 2, and 3 to assign digital announcers to standard...

DK424 ACD Installation
ACD Line Operation/Programming Considerations
Strata DK I&M 5/9911-7
DK424 ACD Installation
ACD Line Operation/Programming Considerations
ACD Programming
All types of DK lines can be routed to ACD Groups (ground/loop start, DID/Tie/DNIS/ANI). 
Lines can be assigned in programming to route directly to ACD Groups when they ring or dial into 
the Strata DK system. All line types can be programmed to transfer into an ACD Group from any 
telephone, attendant console, or built-in or...

DK424 ACD Installation
ACD Line Operation/Programming Considerations
11- 8Strata DK I&M 5/99
DID/Tie/DNIS/ANI ACD Line Calls
Calls cannot be assigned to ring the DK built-in AA, so they cannot be transferred from the DK 
AA to an ACD Group.
Transfer From External AA to an ACD Group
The external AA (Stratagy or VP) can be programmed to transfer calls to specific ACD Groups by 
assigning one-digit dialing prompts to each Group. 
To transfer a call into an ACD Group from an external AA, the user must...

DK424 ACD Installation
ACD Line Operation/Programming Considerations
Strata DK I&M 5/9911-9
DK424 ACD Installation
DID/Tie/DNIS/ANI Lines
Lines cannot overflow to the DK CO line Normal Ringing assignments set in Programs 81, 84, 87 
and *81, *84, and *87, or to the DK built-in AA. 
If the overflow destination is assigned as either the DK CO line normal ringing or built-in AA, 
DID/Tie/DNIS/ANI lines route to the substitute destination [DN] assigned in Program *14-2. This 
applies to overflow queue time...

DK424 ACD Installation
ACD Line Operation/Programming Considerations
11- 10Strata DK I&M 5/99
If the “All Agents Unavailable Operation” is set to route calls to the Overflow Point destination set 
in Program 14-5 (Program 10-4, LED 04 “On”), calls to a Group whose Agents are all unavailable 
are treated as if they overflowed from the Group’s queue even if the overflow destination is busy. 
If the “All Agents Unavailable” overflow destination is another ACD Group, calls route to an idle 
Agent, or are...

DK424 ACD Installation
ACD Line Operation/Programming Considerations
Strata DK I&M 5/9911 - 11
DK424 ACD Installation
009 ACD     14:30 00:02;03 00;04  204
009 204  500  14:31 00:00;26        
Ring before Queue + Queue Time Identifies ACD call (not Group number)
Call answered by Agent Time
DID Seizure + Digits Received Time
Agent ACD Call [PhDN]
Agent Telephone [PDN]
DID Line Number Agent Telephone Primary Directory Number [PDN]
Agent Talk Time Duration
Call Disconnect Time
2023Figure 11-3 DID Call to...

DK424 ACD Installation
ACD Line Operation/Programming Considerations
11- 12Strata DK I&M 5/99
007 MSS       10:36 00:00;26 00;03  203
007 203  500  10:37 00:01;12        
007 MSS  500  10:38 00:00;26 ACD 
Call connected to DISA or AA Time Duration Time call was transferred
Ring before DISA or AA Answer
Time Duration
Time 203 hung-up and call disconnected Caller dials 203, DISA or AA transfers to 203
Call connected to 203 Time Duration
[DN] that answered call
Auto Attendant Transfers Call to ACD Group...