Toshiba Strata Dk14, Dk40i, Dk424 Installation And Maintenance Manual

DK424 ACD Installation
ACD Line Operation/Programming Considerations
Strata DK I&M 5/9911 - 13
DK424 ACD Installation
018D
018ACD
44034414
50001:32
01:3200:00;13
00:00;1700;14 4403 *7145833700**
018D 4403 500 02:05 00:00;06 00;19 *7145833700**
019D 4403 500 02:47 00:00;04 00;18 *7145833777*2222* DR JONES
Direct ACD call with ANI/Caller ID Number, answered by ACD Queue Announcer 4414. Call stays in queue until 
Agent                   button, [PhDN] 500 on Station 4403 becomes available. Agent answers...

DK424 ACD Installation
Insight DK (DK424 only)
11- 14Strata DK I&M 5/99
Figure 11-10 Delay Ring to Built-in AA Example
Insight DK (DK424 only)
The Insight DK™ and Insight DK Plus are full-featured ACD MIS tools for call center 
supervisors, providing user-defined supervisor displays, user-defined historical reports, electronic 
wall board connections, and inView LAN-based status display messaging. Insight DK and DK 
Plus are Windows-based MIS software programs that work with PCs running Microsoft
®...

DK424 ACD Installation
Call Center Viewer (CCV)
Strata DK I&M 5/9911 - 15
DK424 ACD Installation
©Longest Call Waiting
©Strata DK Date/Time
©Wall Board Messages
Strata DK Requirements
The RKYS3 must be installed on the Strata DK RCTU processor card in order for the Call Center 
Viewer to work.
Host PC Requirements
The host PC does not have to be dedicated to the application, since the Call Center Viewer 
application was designed for multi-tasking. 
When the Call Center Viewer application connects to the...

DK424 ACD Installation
CCV Configuration
11- 16Strata DK I&M 5/99
Following is an example of a typical Call Center Viewer display.
Reference Information
Refer to the Call Center Viewer User Guide
 for software installation and operation instructions.
CCV Configuration
Considerations
The Call Center Viewer application can connect solely to the Strata DK280 or DK424 port, or in 
parallel with other CCV applications, or with a Software MIS (SMIS) computer. The number of 
CCV PCs and the hardware...

DK424 ACD Installation
CCV Configuration
Strata DK I&M 5/9911 - 17
DK424 ACD Installation
PPTC Connector
A PPTC-9 or PPTC-25F is used to 
connect a six conductor standard 
telephone cord plug to connect the PC’s 
COM port (see Figure 11-12).
There are three models of the PPTC 
appropriate for this application. See 
Figure 11-13 for pinout details for 
connecting the Call Center Viewer with 
equipment, such as Line Drivers and 
Data Broadcast Units.
Line Driver
An RS-232 short-haul modem or Line 
Driver...

DK424 ACD Installation
CCV Configuration Instructions
11- 18Strata DK I&M 5/99
Line Drivers must be used in pairs. Figure 11-15 shows the connections between the two line 
drivers.
Figure 11-15 Twisted Pair Connections
Instructions for connecting PCs more than 50 feet from the Strata DK are covered later in this 
section.
Data Broadcast Unit
The Data Broadcast Unit (Figure 11-16) 
enables you to connect more than three PCs 
to with the Call Center Viewer application. A 
data broadcast unit regenerates...

DK424 ACD Installation
CCV Configuration Instructions
Strata DK I&M 5/9911 - 19
DK424 ACD Installation
Connecting the DK to a Stand-alone CCV PC, More than 50 Feet Away
1. Connect the Strata DK280 or DK424 MIS port (RSIU/RSIS, RSSU, PIOU, or PIOUS PCB) to 
the ME764-MSP Line Driver with an RS-232 cable (see Figure 11-18). Set the switch on the 
Line Driver to DTE.
2. Connect the other end of the Line Driver to the COM port of the host PC. Set the switch on 
this Line Driver to DCE
Figure 11-18 Connecting...

DK424 ACD Installation
CCV Configuration Instructions
11- 20Strata DK I&M 5/99
Connecting CCV and SMIS
Call Center Viewer monitors the data flowing between the Toshiba SMIS and the Strata DK. This 
enables the CCV application PC to display information and work in conjunction with a SMIS 
computer that is connected to the same Strata DK280 or DK424 MIS port.
The CCV application and the SMIS application must reside on separate computers because SMIS 
requires a dedicated PC. The CCV provides the real-time...

DK424 ACD Installation
CCV Configuration Instructions
Strata DK I&M 5/9911 - 21
DK424 ACD Installation
Connecting Up to Three CCV PCs
If you are connecting multiple PCs with the CCV application, use:
One Call Center Viewer “Y” Connector (CCVY)
One six-conductor telephone cord per PC, plus one cord for the DK to CCVY connection
One PPTC-9 or PPTC-25F pin connector per PC
äTo connect up to three CCV PCs to the Strata DK
1. Install the CCVY connector into the Strata DK MIS port (RSIU, RSIS, RMDS, or PIOU...

DK424 ACD Installation
CCV Configuration Instructions
11- 22Strata DK I&M 5/99
Connecting the CCV to More than Three CCV PC
Use a Data Distribution Box when you are connecting more than three PCs using the CCV 
software. You will also need the connectors listed on the previous page.
äTo connect Strata DK to multiple CCV PCs
1. Install the CCVY connector into the Strata DK MIS port (RSIU, RSIS, RMDS, or PIOU 
PCBs).  See Figure 11-21.
2.Use a six-conductor twisted pair telephone cord to connect the DK MIS...