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 call on                   
button [PhDN] 500, line 1 prints, services call and hangs up, line 2 prints.
Line Number
Station 4403 [PDN]ANI/Caller ID Number Prints
On SMDR After Agent Answers ACD GRP Announcer Port Indicates
DNIS/ANI Line
Line Number
Station 4403 [PDN] Indicates
DNIS/ANI Line
Indicates
DNIS/ANI Line                  Button [PhDN]
on station 4403Agent [PDN]
Direct ACD call with ANI, does not enter queue and is answered by Agent Station 4403 on                    button 
[PhDN] 500. The information below prints on SMDR when the Agent hangs up.
ANI/Caller ID Number Prints On 
SMDR After Agent Hangs Up                           Button [PhDN]
Direct ACD Call with ANI/DNIS, does not enter ACD queue and is answered by Agent station 4403 on                 
button [PhDN] 500. The information below prints on SMDR when the Agent hangs up.
Line Number
Agent [PDN]ANI No. DNIS No.
DNIS Name ACD Call Age    nt Button [PhDN]
018D ACD 4414 02:34 00:00;03 00;17 *7145833333**
Direct ANI/Caller ID Number call goes to queue and caller hangs up while in queue; the information below prints 
on SMDR.
Lost or Abandoned Calls ANI/Caller ID Number Storage
 Direct ACD call does not go to queue but rings Agent: Abandoned call is stored on Agent telephone.
 Direct ACD call does not go to queue but rings Agent. Agent does not answer and call goes to Ring No Answer 
(RNA) destination telephone: Abandoned call ANI/Caller ID Number is stored on RNA destination telephone.
 Direct ACD call rings to ACD Group. Caller hangs up before ACD announcer answers: Abandoned Call ANI/Caller 
ID Number is stored on telephone owner of ACD line which received the call (Program 
*52 assignment).
 Direct ACD call is answered by ACD queue announcer: Abandoned call ANI/Caller ID Number information is 
printed on SMDR as shown directly above. Line Number ACD Queue Announcer [PDN]
ANI/Caller ID Number Prints
When Caller Hangs Up
0874
Indicates
DNIS/ANI LINE
Figure 11-9 ACD ANI/DNIS Printout Example 
						

							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
® 
Windows® 95 (Vers. 4.00.950A, B, or C), Windows 98 or Windows NT® with Service Pack 3. 
For more information, refer to the Strata DK424 Call Center Solutions General Description
 or 
other Insight DK documents listed in “Related Documents/Media” on Page xviii of the 
Introduction.
Call Center Viewer (CCV)
Call Center Viewer™ is a software application designed for ACD supervisors which enables them 
to view the calling states and activities of ACD Groups and Agents. With the Call Center Viewer, 
supervisors can customize the ACD displays, set Call Waiting alarms, and send messages to Wall 
Boards. The software works on a PC running Windows 95. 
This section discusses various combinations of connections between the Strata DK System and the 
Call Center Viewer PC(s). The Call Center Viewer application can be configured to work directly 
with the Strata DK, or with a SMIS PC, and/or with one Master PC plus additional PCs also 
running Call Center Viewer application programs.
Application Overview
Call Center Viewer organizes and displays events reported by the Strata DK MIS port. This 
application enables you to see the following:
©Number of Calls in Queue
©Number of Agents Available
©Number of Agents Busy
©Number of Agents Logged-In
©Number of Agents Unavailable
©Individual Agent States and State Times
003 MSS      14:47 00:00;10 00;16  ACD
003 ACD     14:47 00:00;03        204
003 204  500  14:48 00:00;42
Ring Duration Time before AA answer Time caller dials “1”
Auto Attendant Announce Time Duration
Indicate AA sent call to ACD Group
Agent Talk Time Duration Work Unit Entry appears in Acct Code Field
Agent or Overflow Destination Telephone
Primary Directory Number [PDN]
Agent ring before Answer Time Duration
Call Disconnect Time
CO Line Number Delay Ring to Built-in Auto Attendant — Dial ACD Group “1” Digit
1998 
						

							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 Strata DK system, it functions as a 
machine-to-machine interface, constantly updating call center data. The Call Center Viewer 
application should be installed on a PC with the following minimum requirements:
©Windows 95
©IBM®-compatible 100MHz Pentium® class processor
©16MB of RAM
©Hard drive with 10MB of available space
©One available serial communication ports; two if Wall Boards are used
©SVGA color display
©Windows Graphics Acceleration card
©Keyboard and Mouse
©Parallel Printer Port
Increasing the PC’s processor speed and adding RAM will improve the host PC’s performance, 
therefore boosting the performance of the Call Center Viewer application.
To ensure data integrity, Toshiba strongly recommends that both the host PC and CCV application 
remain in continuous operation once the CCV application session begins.
When the CCV application starts, the objects are displayed in Tree View, including ACD Groups, 
Agents, and Reader Boards.
NoteThe term “Wall Board” refers specifically to the physical Wall Board. The Call Center 
Viewer software uses the term “Reader Board” in place of “Wall Board.” 
						

							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 configuration determines the type of connectors needed.
Depending on the configuration of the RS-232 port of the Strata DK System, a null modem adapter 
may be needed.
Connectors
This section describes the various connectors used with the CCV. Specific instructions for different 
types of configurations appear later in this section.
Call Center Viewer “Y” Connector (CCVY)
The CCVY connector enables two-way 
transmission between the Strata DK and a 
host PC, or SMIS equipment, and one-
way transmission to other PCs. Use the 
CCVY to install multiple CCV PCs. (See 
Figure 11-11).
The CCVY enables only SMIS to send 
ACK and NAK to the telephone system, 
and not from the Call Center Viewer host 
PC(s). The PC(s) only receive data on the 
RXD lead from the Strata DK system.
An example of CCV connections is 
shown in Figure 11-18.
Main Menu
Tre e Vi ew
Status Bar
List View
2097
2380
MNTR2
MNTR1 Call Center Viewer Y Connector
MASTER
DK MIS
Figure 11-11Call Center Viewer “Y” Connector (CCVY) 
						

							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 is needed to boost transmission 
for PCs located more than 50 feet from 
the Strata DK System. A suitable Line 
Driver is made by Black Box® 
Corporation at (724) 746-5500, Model 
ME764A-MSP (male) or ME764A-FSP 
(female). See Figure 11-14.
To CCVY
Standard Modular
Telephone Cord
(7 ft. maximum)
PPTC
2511
25 or 9 Pin
Connector
Figure 11-12 PPTC-9 or PPTC-25F Connector
6SG
5 DCD
4 DTR
3 DSR
2TD
1RD1SG 5
2 DCD 1
3 DTR 4
4 DSR 6
5TD 3
6RD 2
6SG
5 DCD
4 DTR
3 DSR
2TD
1RD
6SG
5 DCD
4 DTR
3 DSR
2TD
1RD RSIU/RSIS/
RMDS/PIOU6 Conductor
Line Cord
6 Conductor
Line Cord
6 Conductor
Line Cord RSIU/RSIS/
RMDS/PIOU
RSIU/RSIS/
RMDS/PIOUPPTC-9
9-pin Female
1SG 7
2 DCD 8
3 DTR 20
4 DSR 6
5TD 2
6RD 3PPTC 
25-pin Male
1SG 7
2 DCD 8
3 DTR 20
4 DSR 6
5TD 2
6RD 3PPTC-25F
25-pin Female
2513
Figure 11-13 PPTC Pinout Diagram
Figure 11-14 RS-232 Short-haul Line Driver
2544 
						

							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 the RS-232 
signal to accommodate multiple PCs. 
A suitable data broadcast unit to drive eight 
PCs can be obtained from Black Box 
Corporation at (724) 746-5500, model 
number TL158A.
This unit is powered by AC. If the Strata 
DK424 system is equipped with reserve power, then a small PC-type uninterrupted power supply 
can be used for full system operation in the event of a power failure.
Instructions for connecting multiple PCs to the CCV appear later in this section.
CCV Configuration Instructions
Connecting the DK to a Stand-alone CCV PC
äConnect the Strata DK280 or DK424 MIS port (RSIU/RSIS, RSSU, PIOU, or PIOUS PCB) to 
the COM port of the host computer with an RS-232 cable. See Figure 11-17.
Figure 11-17 Connecting Strata DK Directly to a CCV PC with Optional Wall Board

€
+
-
G-
+
 
XMT
RCV+
-
G-
+
RCV
XMTTwisted-pair CablePair 1
Pair 2
2547
TXD CH1 CH2 CH3 CH4 CH5 CH6 CH7 CH8 PWR
2336
Figure 11-16 RJ-25 Data Broadcast Unit
Host PC with Call 
Center Viewer (CCV)
CALLS WAITING: 18   LCW: 15:10
Strata DK
Wall Board
4076 
						

							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 Strata DK to a CCV PC More Than 50 Feet Away
Line Driver 
ModemLine Driver 
Modem ME764-FSP ME764-FSP
Host PCLine Driver must be  
less than 50 from DK
SW: Set to DTE Position
Strata DK
2402
SW: Set to DCE Position
Plugs into 25-pin COM  Port of PC
PPTC male connector 6-conductor, twisted pair phone cord
4-conductor, twisted pair phone cord 
						

							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 status displays and connection of 
electronic Wall Boards. SMIS is used to provide historical ACD reports. The CCV can run 
concurrently with other Windows applications on other ACD Supervisors’ PCs. 
äTo connect the CCV to SMIS PC, less than 50 feet from the DK
1. Install the CCVY connector into the Strata DK MIS port (RSIU, RSIS, RMDS, or PIOU 
PCBs). See Figure 11-19.
Depending on the configuration of the RS-232 port of the Strata DK System, a null modem 
adapter may be needed
2. Use a six-conductor modular telephone cord to connect the DK MIS port to the “DK MIS” 
port on the CCVY.
3. Plug a six-conductor modular cord into the “MASTER” port of the CCVY. Use a PPTC-9 or 
PPTC-25F at the other end of the cord to connect to the SMIS or Main Call Center Viewer PC.
4. To connect up to two more PCs, use a six-conductor modular telephone cord between the 
CCVY “MNTR1” or “MNTR2” port(s) with a PPTC-9 or PPTC-25F to attach the PCs.
Figure 11-19 Connecting Strata DK to SMIS and CCV PCs
Strata DK
CALL CENTER VIEWER Y CONNECTOR
MASTER DK MIS MNTR1 MNTR2Second PC
with CCV PC with SMIS
2425
PPTC-9 or PPTC-25F connector 6-conductor, twisted pair phone cord 
						

							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 
PCBs). See Figure 11-20.
2. Use a six-conductor twisted pair telephone cord to connect the DK MIS port to the “DK MIS” 
jack on the CCVY.
3. Plug a six-conductor modular cord into the “MASTER” port of the CCVY. Use a PPTC-9 or 
PPTC-25F at the other end of the cord to connect to the Main Call Center Viewer PC.
4. Connect the additional PCs the CCVY “MNTR1” or “MNTR2” port with a six-conductor line 
cord. Use a PPTC-9 or PPTC-25F on the PC end of the cord.
Figure 11-20 Connecting Strata DK to Two or Three CCV PCs
2427
Master CCV PC
CCV PC#2Wall Boards
CCV PC#3 CCVY  
Connector Strata DK
PPTC-9 or PPTC-25F connector 6-conductor, twisted pair phone cord
TECH SUPPORT CW:18   LCW: 15:10
MARKET SUPPORT CW:2   LCW: 1:56
CUSTOMER SUPPORT CW:5   LCW: 3:15 
						

							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 port to the “DK MIS” 
port on the CCVY.
3. Plug a six-conductor modular plug into the “MASTER” port of the CCVY. Use a PPTC-9 or 
PPTC-25F at the other end of the cord to connect to the SMIS or Main Call Center Viewer PC.
4. Make sure that the Data Distribution Box is strapped for DTE operation for every output port 
(8). By using multiple data broadcast units, as many PCs as desired can be used, provided each 
one has the Call Center Viewer application and key installed.
5. Plug in a six-conductor line cord to either the CCVY “MNTR1” or “MNTR2” port. connect 
the other end to the Data Distribution box
...or
if the PCs are located more than 50 feet from the DK, use Line Driver Modem(s) to boost the 
signal (see Figure 11-22). Use a a PPTC-9 or PPTC-25F to attach the recommended ME764-
MSP Line Driver modem. Connect the other end of the Line Driver modem directly into the 
Data Distribution box.
6. Connect the additional PCs to the Data Distribution box with RS-232 cables or
 line cords with 
PPTCs.
Figure 11-21Connecting Up to Three CCV PCs (Less than 50’ From the DK)
2428
Data 
Distribution
Box
Strata DK
SMIS 
Master CCV PC
CCV 
Slave PC1
or
CCV 
Slave PC2 CCVY
PCs can be connected with a 
PPTC and standard phone cord 
or an RS-232 cable
PPTC-9 or PPTC-25F connector
PPTC male connector 6-conductor, twisted pair phone cord
RS-232 cable