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 RSSU does not provide SMDR, page, 
alarm sensor or relay control.
Program 76-1x3: Assigns the RSIU or RSIS port to provide MIS for ACD.
Notes
lProgram 76 assignments override Code 42 if programmed for PIOU, PIOUS, or RSSU in 
Program 03.
For more information on installation of the PIOU/PIOUS/RSSU and the RSIU/RSIS/RMD, see 
Chapter 7 – DK40i/DK424 Universal Slot PCBs and Chapter 10 – Peripheral Installation.
Wiring
Announcements/music patterns are played and sent to callers at programmed time intervals while 
calls are waiting in an ACD queue. Announcement and music devices are connected to Strata DK 
station ports and are assigned to ACD Groups in Program 14-3.
The ACD/MIS interface is provided by the TTY modular jack on a separate serial port (RSSU, 
PIOU, PIOUS, RSIU, or RSIS), see Figure 11-2. 
Figure 11-2 ACD Application Wiring Diagram
Toshiba
PPTC9 adaptor6-pin modular jack 9-pin PC serial COM port (DB-9)
1
25-pin PC serial COM port uses PPTC25-f
3-pair modular cord
(straight-wired, not cross-wired).
50 ft. max. for Insight DK
SRB00566
9353L9335
PC parallel
printer port
Personal
Computer for:
ACD
Insight DK
SMIS
CCV
RS-232 jack:
RSIU 2
RSIS2
TTY jack:
PIOU 
PIOUS
or RSSU
3
MIS RS-232 port
Strata DK
Sentinel key 
(off-white color, comes with SMIS 
software version V1.0 or higher)4277
1. Install PIOU, PIOUS, or RSSU PCBs in the last (highest numbered) slots in any cabinet(s).
2. Install RSIU in Slot 11 of Base Cabinet only.
3. If the PC COM port is a DB-25, a Toshiba PPTC25-F adapter is required in place of the Toshiba DB-9 adapter. 
						

							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:
 RSTU, 
RSTU2, PSTU, PSTU2, RDSU/RSTS, PESU – see Chapter 7 – Wiring Diagrams. Digital 
announcement devices and music sources can be assigned to any standard telephone port; they 
are not restricted to designated Background Music (BGM) source ports (see Program 14-3 for 
assignments). Announcement devices are designed to connect directly to standard telephone 
ports. Do not use an isolation transformer to connect digital announcers.
Important!Most music sources (600 or 8 OHM) are not designed to be connected to telephone 
line circuits like the Strata DK standard telephone circuits. When connecting these 
devices to standard telephone circuits, an isolation transformer may be required 
between the music source and the standard telephone circuit. Figure 10-4 shows 
how to connect an isolation transformer
.
©Music sources to electronic telephone PCB ports
: PEKU, PESU – see Chapter 8 – Wiring.
 
Music sources can be assigned to any PEKU or PESU port; they are not restricted to 
designated BGM ports (see Program 14-3 for assignments).
©Music source to DK MOH input
: The MOH source connected to the RCTU MOH jack can 
be sent to ACD Groups selectively via Program 14-3.
äTo connect a music source to the RCTU MOH jack 
äSee Chapter 10 – Peripheral Installation, “Music-on-Hold (MOH)/ Background Music (BGM) 
Options” on Page 10-3.
ACD Installation Guidelines
The following steps show how to install the Strata DK ACD feature.
Step 1: Initialize the System
If installing a new RCTUBA/BB, RCTUC/D2, RCTUC3/D3, RCTUE3/F3 (ACD is not provided 
with RCTUA3) processor PCB or if changing ROMs on the RCTU, the RCTU must be fully 
initialized by running Programs 91-9 and 03 per the programming procedures in the Strata DK 
Programming Manual.
If the system has been previously initialized and installed, it is not necessary to re-initialize the 
RCTU when installing the ACD feature unless the RCTU ROMs or flash memory are changed to 
install ACD. If changing ROMs, DK Admin or DK Backup software is recommended for 
downloading/uploading previously programmed customer data. 
						

							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 
after the customer database is entered. The feature(s) provided by the RKYS are 
enabled immediately when RKYS is installed. However, configuration programs for 
Auto Attendant and ACD must be entered for the feature to operate.
Step 3: Install Related PCBs
1. Install PIOU, PIOUS, or RSSU PCBs in the highest numbered slots in any cabinets.
2. Install the RSIU PCB in slot 11 of the Base Cabinet only.
Step 4: Connect COM Port Wires
äConnect Strata DK to the SMIS PC per Figure 11-2.
SMDR, Page Outputs, Relay Controls, Alarm Sensor, and other miscellaneous options on the 
PIOU or PIOUS PCBs will be active on the installed PIOU/PIOUS that is programmed with the 
lowest Program 03 code (41, 42, or 43). The RSSU PCB only supports TTY, SMIS, or SMDI.
Step 5: Install ACD/SMIS Interface
If installing a SMIS personal computer, a RSSU, PIOU, PIOUS, RSIU or RSIS must be installed 
(see Figure 11-2 for MIS RS-232 port installation).
Step 6: Set the MIS Channel
If there are more than 1,000 Agent calls in a heavy-traffic hour, the MIS channel must be set higher 
than 1200 bps. The next higher speed, 2400 bps, can handle up to 1,300 calls per hour. Strata DK 
allows 1200, 2400, 4800 or 9600 bps for the MIS channel. 
Agent calls are defined as ACD incoming, PBX incoming/outgoing, and external/internal calls  to 
and from the Agent’s [PhDN].
SMIS registers ACD and PBX calls:
©An ACD call is a call that is sent (directly or transferred) to the ACD group.
©A PBX call is a call that is sent to the Agent’s$&&DOO button [PhDN] or a call originated 
from an Agent’s 
$&&DOO button [PhDN].
Based on a total system speed of 10,800 bps (9600 + 1200) for auxiliary serial channels and a 
requirement of one channel each for SMDI, TTY, SMDR, and MIS, the installation should use the 
lowest MIS channel speed for the expected amount of traffic.
CAUTION!If the channel speed is not set high enough, the MIS buffer may overflow, 
causing loss of data to MIS. 
						

							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 telephone ports. 
Use Program 14-3, Code 5 and Program 14-5XX to configure the queue announcement pattern 
for each ACD Group.
Step 8: Connect Music Sources
Connect the music source for each ACD Group (queue) to the appropriate station port or to the 
RCTU MOH jack. Music sources can be connected to RSTU, RSTU2, RDSU/RSTS, PSTU, 
PEKU, or PESU station ports or to the RCTU MOH jack. See Figures 10-3, 10-4, 10-5 and 
“Alternate BGM Source Installation” on Page 10-9. 
See Chapter 8 – Wiring Diagrams for wiring information.
Important!If connecting a music source to RSTU, RSTU2, RDSU/RSTS, PSTU, PEKU, or 
PESU standard telephone ports, an isolation transformer may be required as shown 
in Figure 10-4 to protect the music source from excessive current/voltage.
Each ACD Group can have a separate music source or Groups can share music sources in any 
combination.
Music source port assignments are made in Program 14-3, Code 4. Music source timers are set in 
Program 11-5 (1, 2, and 3).
Step 9: Install ACD to Strata DK Built-in Auto Attendant (AA) Integration
If ACD calls route to an ACD Group via the Strata DK built-in AA, install and program the AA 
per “Built-in Auto Attendant Basic Call Sequences” on Page 10-78 of Chapter 10 – Peripheral 
Installation.
 
Auto Attendant “single digits” are assigned to ACD Groups in Program 09.
Step 10: Assign ACD to Toshiba Stratagy or VP AA Integration
If a Toshiba Stratagy or VP AA must answer calls and transfer CO lines to ACD Groups, assign 
the CO lines to ring the Strata DK standard telephone ports connected to the Stratagy or VP AA in 
Programs 81~89. 
Also program the appropriate Strata DK station ports to interface with the Stratagy or VP ports in 
Program 31.
Program the Stratagy or VP AA to hookflash and dial 
;; to transfer calls to ACD Groups 
(where XX = the ACD Group Number: 01~16). 
						

							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 external AA.
Use the ACD programming guidelines and flowcharts provided in Chapter 6 of the Strata DK 
Programming Manual
 to configure the remaining ACD items per the customer’s requirements.
The following paragraphs describe differences in the operation and programming of ground/loop 
start lines versus DID/Tie/DNIS/ANI lines used with an ACD system. 
Direct Incoming Assignments to ACD Groups
Ground/Loop Start Incoming Line Calls
Program 14-0: Used to 
make the line assignments to send c
alls directly to specific ACD Groups. If 
a ground or loop start line is assigned to an ACD Group in Program 14-0, it routes per that ACD 
Group’s call routing assignments. 
ACD calls ring on Agent 
$&&DOO [PhDN] buttons. Do not assign CO /LQH or 3RROHG/LQH
*US
 buttons to Agent telephones. ACD CO /LQH or 3RROHG/LQH*US buttons can be assigned 
to overflow destination telephones. 
NoteProgram 14-0 has priority over all other ringing assignments except Program 78 (61, 62, 
and 63). If a line is assigned to ring an ACD Group in Program 14-0 at the same time the 
line is assigned to ring the DK built-in AA in Program 78, the line routes to the AA.
DID/Tie/DNIS/ANI Incoming Line Calls
Program *09 or Program 71-1, 2, or 3: assigns DID/Tie/DNIS/ANI incoming digits to ACD 
Groups and DID digits to ring designated station ports. ANI only lines must route to the same 
ACD Group (see Program 71-1, 2, or 3 address 349 or 499).
Program 04 or Program 71-1: assigns Tie line digits to ring at designated station ports (see 
Program 17, LED 05).
If the incoming digits (XXXX) dialed from a Tie or DID line match the digits assigned to an ACD 
Group, the call routes per that ACD Group’s call routing assignments.
ACD calls ring on Agent 
$&&DOO [PhDN] buttons. Do not assign DID/Tie/DNIS/ANI /LQH 
buttons to Agent telephones. However, ACD DID/Tie/DNIS/ANI 
/LQH buttons can be assigned to 
overflow destination telephones.
Transfer From Built-in Auto Attendant (AA) to ACD Group
Ground/Loop Start Line Calls
Calls can be assigned to ring into the DK built-in AA in Program 78. Each ACD Group can be 
assigned a unique one or two-digit AA dialing prompt in Program 09. Incoming calls on these 
lines are answered by the AA. The caller then enters the one or two-digit number and is connected 
to a specific ACD Group. 
						

							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 hookflash and dial 
;; (;; = ACD Group number 01~16).
Ground/Loop Start Line Calls
Calls can be assigned to ring external AA ports in Program 81~89. The external AA can be 
programmed to transfer calls to particular ACD Groups by assigning one-digit dialing prompts to 
each Group. 
DID/Tie/DNIS/ANI Line Calls
Calls can be assigned to ring directly into an external AA by assigning incoming digits to the AA 
ports in Programs *09 or 71 for DID/DNIS/ANI lines and Programs 04 or 71 for Tie lines (see 
Program 17, LED 05). Internal station to station [DN] calls cannot be transferred to ACD Groups.
Overflow From an ACD Group Queue
ACD Calls
ACD calls can be routed to overflow to a [PDN], [SDN], [PhDN], to normal CO line ringing 
assignments, to another ACD Group, or to a Distributed Hunt [DH] Group (see Strata DK 
Programming Manual,
 Flowcharts 6-3~6-10). 
If the overflow [PhDN] or [PDN] is idle when overflow time occurs, an ACD call rings the 
overflow destination [DN]. If it is busy, the ACD call does not overflow but remains in the ACD 
queue until the overflow destination, an Agent telephone in the ACD Group, or a DH Group 
member telephone becomes idle. The first device (Agent telephone or overflow destination) to 
become idle receives the call. In this case, DID/Tie/DNIS/ANI lines operate the same as ground, 
and loop start lines.
Ground/Loop Start Lines
Lines can overflow from an ACD queue to the DK CO line Normal Ringing assignments set in 
Programs 81, 84, 87 and *81, *84, and *87; to the DK built-in AA or to an attendant console. 
When the overflow time or point occurs, calls immediately exit the ACD Group queue and ring all 
stations assigned to ring in Programs 81, 84, or 87 and *81, *84, and *87 (no delay ringing 
assignment operates during overflow). Idle stations and [DNs] ring normally while busy stations 
and [DNs] have a muted ring.
Auto Attendant
If the overflow destination is the DK built-in AA, calls overflow immediately when overflow time 
occurs and are routed per the AA program assignments. If the AA is busy, the call still exits the 
ACD queue and queues onto the AA announcement port.
Attendant Console
If the overflow destination is the attendant console, calls immediately exit the queue and alert the 
console whether the console is idle or busy. This applies to overflow queue time out (Programs 11-
1 and 14-4) and overflow point (see Programs 14-3, 14-5, and Flowcharts 6-8~6-10). 
						

							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 out and overflow point destinations assigned in Programs 14-4/11-
1, and 14-5, respectively. 
If the overflow destination [DN] is busy when overflow time occurs, the ACD call does not 
overflow but remains in the ACD queue until the overflow destination [DN] or an Agent telephone 
in the ACD Group becomes idle. The first device (Agent telephone or overflow destination) to 
become idle receives the call.
ACD Group Status
After Shift Mode
When an ACD Group is placed in the After Shift mode, calls are not sent to the ACD Group’s 
queue or Agents, but are routed to the After Shift destination set in Program 14-6. The After Shift 
operation for each possible case is described below (also see Strata DK Programming Manual,
 
Flowchart 6-5):
©If the After Shift destination is idle, all line types ring the idle destination. DID/Tie/DNIS/ANI 
and ground/loop start lines operate the same.
©If the After Shift destination of an ACD Group is another ACD Group, and all Agents in the 
destination Group are busy on calls or in the After Call Work Time mode, the call is placed at 
the end of the destination ACD Group’s queue. If there are no Agents logged in for the After 
Shift Group, the call is sent to that Group’s After Shift destination. DID/Tie/DNIS/ANI and 
ground/loop start lines operate the same.
©If the After Shift destination is a [DN], the [DN] rings. If the station is busy, DID/Tie/DNIS/
ANI lines camp on to the [DN] while ground/loop start lines busy override ring the port.
©If the After Shift destination is the DK Normal Ringing assignment, ground/loop start lines 
ring stations assigned to the ACD lines in Programs 81~89 (including delayed ringing 
assignments). DID/Tie/DNIS/ANI lines do not ring stations in the Normal Ring assignments 
but ring or camp on to the [DN] assigned in Program *14-2.
©If the After Shift destination is the DK AA, ground/loop start lines are answered by the AA 
and routed after the caller dials a digit prompted by the AA. DID/Tie/DNIS/ANI lines do not 
route to the AA, but ring or camp on to the [DN] assigned in Program *14-2.
©If the After Shift destination is the attendant console, calls ring or queue onto the console 
whether it is busy or idle. This applies to DID/Tie/DNIS/ANI and ground/loop start lines.
All Agents Unavailable Mode
If all the Agents in an ACD Group become unavailable simultaneously, calls that would normally 
ring into the ACD Group or enter the Group’s queue are routed to either the Group’s After Shift 
destination, set in Program 14-6 or to the Group’s Overflow Point destination, set in Program 14-5 
(see Strata DK Programming Manual, Flowchart 6-6). 
The option of where to send calls when all Agents are unavailable is set system-wide for all ACD 
Groups in Program 10-4, LED 04. All line types (ground/loop start and DID/Tie/DNIS/ANI) 
follow this operation. If the “All Agents Unavailable Operation” is set to route calls to the After 
Shift destination set in Program 14-6, (Program 10-4, LED 04 “Off”), calls to a Group whose 
Agents are all unavailable are treated as if the ACD Group were in the After Shift mode. 
						

							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 placed at the end of the overflow ACD Group’s queue.
Agent Ring No Answer Call Treatment
If an ACD call rings an Agent telephone for the time specified in Program 11-2 and the call is not 
answered, the call is routed to ring another idle Agent in the same ACD Group for that same time 
duration (see Strata DK Programming Manual
, Flowchart 6-7). 
This continues until all idle Agents in that Group have been rung. If the call is not answered by an 
Agent, the call then routes to the destination assigned in Program 14-5. Two consecutive Ring No 
Answer (RNA) calls to the same Agent automatically places that Agent’s telephone in the 
Unavailable mode. The RNA operation for possible cases is described below:
©If the RNA destination is an idle [DN], it rings when RNA occurs. If the RNA [DN] is busy 
when RNA occurs, DID/Tie/DNIS/ANI calls camp on to the [DN] and ground/loop start lines 
route to the Normal Ringing assignments in Programs 81~89 and *81, *84, and *87 (including 
delay ring assignments).
©If the RNA destination is an ACD Group, the call rings an idle Agent in that Group when RNA 
occurs. If all Agents in the RNA destination ACD Group are busy when RNA occurs, DID/
Tie/DNIS/ANI lines route to the destination assigned in Program *14-2 and ground/loop start 
lines route to the Normal Ringing assignments in Programs 81~89 and *81, *84, and *87 
(including delay ringing assignments).
©If the RNA destination is the DK Normal Ringing assignment, DID/Tie/DNIS/ANI lines route 
to the [DN] assigned in Program *14-2 and ground/loop start lines route to the Normal 
Ringing assignments in Programs 81~89 and *81, *84, and *87 (including delay ring 
assignments). If the RNA destination is busy when RNA occurs, DID/Tie/DNIS/ANI lines 
camp on to the [DN] assigned in Program *14-2 and ground/loop start lines mute ring the busy 
[DN].
©If the RNA destination is the DK built-in AA, DID/Tie/DNIS/ANI lines route to the [DN] 
assigned in Program *14-2 and ground/loop start lines route per the AA program assignments. 
If the AA is busy when RNA occurs, DID/Tie/DNIS/ANI lines camp on to the [DN] assigned 
in Program *14-2 and ground/loop start lines queue onto the AA announcement port.
©If the RNA destination is the DK attendant console, RNA calls ring or queue on the console 
whether it is busy or idle. This applies to ground, loop, Tie, DID, DNIS, and ANI lines.
ACD SMDR Printout Examples
Auto Attendant, DNIS, ANI, DID, and Tie line ACD calls can be identified on SMDR printouts. 
Several SMDR printout examples noting ACD information are provided. (See Figures 11-3 
through 11-10). However, Toshiba recommends using SMIS to track ACD call data rather than 
SMDR. SMIS is designed to track ACD/PBX agent calls.
Loop and ground start line ACD calls can only be identified by line and station numbers. The ACD 
tag is not applied. For detailed ACD call record reporting, Toshiba recommends using SMIS.
The Work Unit (or Stroke) count data, which is entered from the Agent telephone while on an 
ACD call, is printed in the account code field of the SMDR output data (last 15 columns).
NoteIf multiple Work Unit entries are entered on the same ACD call, SMDR only sends data 
for the last entry. MIS or SMIS receives all entries made. 
						

							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 ACD Queue Example
003 ACD     14:00 00:02;38 00;05  204
003 204  500  14:01 00:01;23        
Queue + Ring Agent Time Time Agent answers call
Ring Time, before First Announcement
Answers Duration
(Program 11-4 = 4 seconds)
Time call is disconnected Agent Primary Directory Number [PDN]
Agent Talk Time Duration
Agent ACD call [PhDN] ACD Call goes to Queue then rings Agent – Agent Answers
Agent Telephone [PDN]
CO Line Number
00:05
02:38
01:23
03:66
Total time call is connected to
system is 4 minutes, 6 seconds
2024Figure 11-4 Ground/Loop Start Incoming Call Example
009 ACD     10:53 00:00;16 00;06  204
009 204  500  10:53 00:00;40        
Queue and/or Ring Telephone Time Time Telephone (204) answers Line 9
Duration of Incoming Seizure
+ digits dialed
Time call is disconnected Primary Directory Number [PDN] of Called
Telephone
Talk Time Duration
Agent ACD call [PhDN]
Talking Telephone [PDN] DID ACD Call to ready Agent at Station 204
DID Line Number
1999Figure 11-5 DID ACD Call to Available Agent Example 
						

							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
[DN] connected to Line 007
Line Number
Note: DISA callers cannot dial into an ACD Group.
Identifies DISA or Built-in AA call
2080Figure 11-6 Incoming Built-in AA or DISA Call (non-ACD call) Example
003 203  203  13:10 00:00;10 00;03  ACD
003 ACD  204  13:10 00:00;06        204
003 204  500  13:10 00:00;26
203 Ring before Answer Time Duration 203 Transfer Time
203 Talk Time Duration
Indicates Call Transfer to ACD Group
204 Talk Time [PDN] of telephone that
answers the ACD transferred call
204 Ring before Answer Time or
Queue Time
204 Discconnect Time
A® [DN] 203 Transfer Line 003 to ACD Group 01 (Dialing                 +                   )
B® [DN] 204 Answers Line 003 (Agent logged in and ready on 204)
C® [DN] 204 Hangs up
A®
B®
C®
2081Figure 11-7 Transfer CO Line to ACD Group Example
003 204  500  14:13 00:01;05 00;10
Call Disconnect Time Ring Duration Time before Agent answers
Talk Time Duration
Agent ACD Call [PhDN]
[PDN] of Agent Telephone
ACD CO Line Number
6
10
14– 09
–13
–172 Rings
3 Rings
4 Rings etc.
2082
Figure 11-8 Direct Ground/Loop Start Line Call to ACD Agent (no Queue Time)