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Toshiba Strata Dk14, Dk40i, Dk424 Installation And Maintenance Manual
Toshiba Strata Dk14, Dk40i, Dk424 Installation And Maintenance Manual
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DK424 ACD Installation CCV Configuration Instructions Strata DK I&M 5/9911 - 23 DK424 ACD Installation Figure 11-22Connecting Multiple CCV PCs (More than 50’ from Strata DK) 2232 CCVY Strata DK SMIS Master CCV PC CCV Slave PC1 CCV Slave PC2 CCV Slave PC3 CCV Slave PC4 Second LD can be up to four miles from DK Data Distribution BoxLine Driver Modem Must be less than 50 from DK Line Driver Modem ME764-MSP ME764-MSP PPTC-9 or PPTC-25F connector PPTC-25F connector 6-conductor, twisted pair phone cord 4-conductor, twisted pair phone cord RS-232 cable 2428
DK424 ACD Installation Spectrum Electronic Wall Boards 11- 24Strata DK I&M 5/99 Spectrum Electronic Wall Boards Electronic Wall Boards can be connected to each supervisor’s PC to display call center status data over head from the Call Center Viewer application. This provides visibility of important call center event information to both supervisors and agents. The supervisor can also send custom, user defined, text information to the electronic Wall Board. This can be used for general information, motivational messages, etc. One copy of the Call Center Viewer application supports a Wall Board network which can cover all active ACD groups. The Call Center Viewer application works with Spectrum 200, 300 and 700 series electronic Wall Boards listed below. In the following table, “R” stands for a red display and “C” stands for a three-color display: green, amber, and red. Table 11-1 Wall Board Model and Part Numbers Spectrum Electronic Wall Boards are available directly from Spectrum Corporation (800-944- 6200 or at Website: http://www.specorp.com). Spectrum provides technical support for their products. Toshiba does not plan to sell, stock, or provide technical support for Spectrum Wall Boards. Multiple Wall Boards Each Call Center Viewer PC can drive multiple electronic Wall Boards that function independently from other supervisor’s Wall Boards. Wall Boards connect to each other using a twisted pair Spectrum network. Up to 255 slave Wall Boards can be attached to one master Wall Board. The total cable distance can be up to 10,000 feet. Each supervisor can send custom messages to that supervisor’s Wall Board. The Wall Boards are addressable so that multiple supervisors can use a group of Wall Boards connected to one PC to send messages and ACD data differently to each Wall Board. ModelToshiba Part NumberMessage Area Size 215R Master TOS1512RM1 27” wide x 2.1” high 215R Slave TOS1512RS1 215R Stand-alone TOS1512RA1 215C Master TOS1512CM1 215C Slave TOS1512CS1 215C Stand-alone TOS1512CA1 320C Master TOS1023CM1 54” wide x 3.1” high 320C Slave TOS1023CS1 320C Stand-alone TOS1023CA1 330C Master TOS1033CM1 81” wide x 3.1” high 330C Slave TOS1033CS1 330C Stand-alone TOS1033CA1 714C Master TOS3417CM1 45.6” wide x 4” high 714C Slave TOS3417CS1 714C Stand-alone TOS3417CA1
Strata DK I&M 5/9912-1 Fault Finding Fault Finding12 This chapter describes the procedures to diagnose faults in the Strata DK14 and DK40i Key Service Unit (KSU) and the DK424 system. Faults are classified and then cleared by replacing the malfunctioning unit and by performing operational tests in the sequences by prescribed by the fault clearing flowcharts in “Fault Isolation Flowcharts” on Page 12-10. Fault Classification A Fault Classification Flowchart is provided to ensure that fault clearing is pursued in a logical sequence (Flowchart 12-1 on Page 10). The flowcharts assume that the fault was discovered and reported by a digital or electronic telephone user. All faults, therefore, are classified according to the way they would appear at the digital or electronic telephone. Fault Clearing Procedures Before attempting to clear any fault, ensure that it is in the system and not caused by associated external equipment, such as wiring, MOH source, etc. Important!Many system features are assigned, enabled or disabled using software entries as described in the Strata DK Programming Manual. It is very important to verify that the system programming is correct and functional before troubleshooting the hardware. Initialize the system (Programs 91-9 and 03) before testing new systems or when changing the DK14 or DK40i KSU, or DK424 RCTU PCB.
Fault Finding Parts Return 12-2Strata DK I&M 5/99 Faults in the Strata DK40i and DK424 are cleared by replacing PCBs, telephones (digital or electronic) or the power supply, as instructed in the flowcharts. Five symbols are used in the flowcharts, which are identified in Figure 12-1. The flowcharts are sequentially arranged to permit rapid fault localization within the system. All fault clearing must begin with the Fault Classification Flowchart, which is arranged in the correct fault locating sequence. CAUTION!When handling PCBs, do not: Drop a PCB. Stack one PCB on top of another. Handle a PCB without discharging any static electricity from your person by touching the grounded cabinet. Touch the PCB contacts with your fingers. Important!If the fault is not cleared by substituting a PCB, reinstall the original PCB in the KSU/cabinet before trying another PCB. Parts Return 1. Pack the part in a suitable container (original box is highly recommended). Use anti-static containers for all PCBs and feature cartridges. Use plastic bags for digital or electronic telephones, KSU/cabinet, etc. CAUTION!To avoid damage, never write on the part itself. 2. Describe the nature of the defect on an information tag. Attach the tag to the front of the unit with string (not wire) so the tag can remain attached during the testing and repair. NoteReturn tags are available from Toshiba America Information Systems, Inc., TSD Division. Progression TO or FROM another flowchart location. Letters and numbers denote the exact entrance or exit points. Important notes affecting the fault clearing procedure. Marking points of a flowchart sequence. Question to be answered YES or NO. Statement of a required action. 1887 Figure 12-1 Flowchart Symbols
Fault Finding KSU/RCTU Fault Isolation Strata DK I&M 5/9912-3 Fault Finding KSU/RCTU Fault Isolation The DK14 and DK40i KSU circuits, and DK424 RCTU circuits may contain a “soft” fault due to an extremely high level of static electricity and/or improper or no System Initialization. If the KSU or RCTU is found defective during the fault finding procedures, attempt to clear a “soft” fault before returning the DK14 or DK40i KSU, or the DK424 RCTU PCB for repair. ä To clear a “soft” fault 1. Initialize the system, then re-program the system as necessary to test for the fault. 2. If the fault returns again, tag the defective KSU or RCTU and return it for repair. Fault Isolation Procedure 1. Test the power supply (see “Testing the System’s Power Supply” on Page 3-6). Test AC power and ground per system installation section. 2. Verify that the BATT jumper plug on the DK14 or DK40i Base KSU motherboard, or the DK424 common control RCTU PCB, is in the ON position. 3. If there are feature keys, verify that they are correctly installed: ©DK14: verify that the QKYS is correctly installed per Chapter 1 – DK14 Installation. ©DK40i verify the KKYS option installation on the K4RCU3 per Chapter 3 – DK40i Installation. ©DK424 verify correct installation of the RRCS or RKYS options on the RCTU per Chapter 7 – DK40i/DK424 Universal Slot PCBs. 4. For the DK14 and DK40i, skip to Step 6. For the DK424, make sure the system power is OFF. Then install an RCTU in the “RCTU” slot of the base cabinet. If RCTUD is installed, install RCTUC in the “R11” slot of the base cabinet. If RCTUBB is installed in the “RCTU” slot, install RCTUBA in the R11 slot of the base cabinet. 5. For DK424: If installing RCTUBA and RCTUBB, RCTUC and RCTUD, or RCTUE and RCTUF connect them together with the two ribbon cables supplied per Chapter 5 – DK424 Installation. 6. Verify that all PCBs are installed in proper slots per Chapter 1 – DK14 Installation, Chapter 2 – DK40i Configuration, or Chapter 4 – DK424 Configuration. 7. Turn system power ON; backup the customer database using DK Admin or DK Backup. For the DK424, verify that the heartbeat LED flashes on RCTUA3, RCTUBB, RCTUB, RCTUD, RCTUE (RCTUA, RCTUBA, RCTUC and RCTUF do not have heartbeat LEDs). 8. Run System Initialization Program 91-9 (two times) per Program 91-9. 9. Run Program 03, for all option PCBs installed per Program 03. 10. Run the processor RAM tests with Program 00 (Part 2). 11. Enter the customer database (manually or with DKAdmin or DKBackup) and retest for faults. 12. After performing the above steps, tag the defective PCB(s), Power Supply, or KSU, and return for repair.
Fault Finding DK424 RPSU280 Power Supply Test 12-4Strata DK I&M 5/99 DK424 RPSU280 Power Supply Test This test applies to the base and expansion cabinet RPSU280 and RPSU424 power supplies. Cabinet PCBs may or may not be installed when beginning this test. Some steps in the test require an AC/DC voltmeter that can measure up to 50VDC and 150VAC. Notes lRPSU280 and RPSU424 power supplies are fit, form, and functionally the same. They can be interchanged and mixed in DK280 and DK424 systems. lTo test DK14 or DK40i power supplies, see their respective installation in Chapter 1 – DK14 Installation or Chapter 3 – DK40i Installation. ä To test the Power Supply 1. Verify that the correct RPSU280 and RPSU424 jumper plug is installed in the jumper plug socket. The plug with the wire must be installed on the base cabinet power supply and the plug without the wire must be installed on all expansion cabinet power supply. One of each plug is supplied in a plastic bag attached to each power supply. 2. Verify the power supply ON/OFF switch is in the ON position. NoteThe base cabinet ON/OFF switch must be ON to allow expansion cabinet power supplies to operate. Verify that the data ribbon cable is plugged into the base from all expansion cabinets. Check AC power and ground per AC Power and Grounding Requirements in Chapter 5 – DK424 Installation. 3. Ensure the AC power cord is plugged into the RPSU280 or RPSU424 AC IN connector and the commercial AC outlet (or power strip (RPSB) if used). The green power LED indicator will be on when AC power is connected to the power supply and the ON/OFF switch is ON. Take appropriate action to restore AC power if necessary. NoteThe green power LED indicates that AC voltage is present at the AC IN connector only when the power supply ON/OFF switch ON. This is helpful for battery backup systems— the POWER indicator will be OFF and the +5V and –5V indicators will be ON when the DK280 or DK424 is operating on reserve power (batteries). 4. Verify that the +5V and –5V green LED indicators are ON. If one or both indicators are OFF, remove cabinet PCBs one at a time and check if +5V or –5V indicators turn on (it may be necessary to turn power OFF and ON to restore ±5V). Replace defective PCBs causing a ±5V fault. Important!If a CRCU PCB is installed on an RCTU PCB, ±5V will turn OFF. Do not install CRCU on RCTU. Only RRCS DTMF PCBs can be installed on RCTU. 5. Lightly press the three –24 circuit breakers to ensure they have not accidentally opened during shipment. If a circuit breaker continues to “trip,” remove cabinet PCBs, one at a time, and try to reset the circuit breaker. Replace defective PCBs if causing –24V fault. If breakers continue to trip, go to Step 7. 6. Using a DC voltmeter, measure the power supply DC output voltages at the “DC OUT” connector on the power supply. Place the positive (black) meter lead on the FG screw. Insert the negative (red) meter lead tip into the DC out connector until it makes contact.
Fault Finding DK424 RPSU280 Power Supply Test Strata DK I&M 5/9912-5 Fault Finding Make sure that +5V, –5V, and –24V are within the range specified in Figure 12-2. Do this test with PCBs inserted; if a voltage(s) is not within specification, remove PCBs, one at a time and recheck the voltage. (Power may have to be turned OFF and ON to restore a voltage.) Replace any PCB which causes a voltage fault. If voltage tests out of specification with all PCBs removed from the cabinet, go to Step 7. 7. Unplug the cabinet DC power connector from the power supply “DC OUT” jack. Attempt to reset -24V breakers per Step 5. If breaker cannot be reset replace power supply; if breakers reset go to Step 8. 8. Check the power supply DC voltages measuring at the power supply “DC OUT” jack with the black meter lead on the BATT “+” terminal. If the DC voltages are within specification when the cabinet DC power connector is disconnected but not within specification when the cabinet is connected, the cabinet is probably defective. If the DC voltages are not within specification when the cabinet DC power connector is unplugged, the power supply probably is defective. Replace the defective cabinet or power supply per Chapter 5 – DK424 Installation. Important!+5VDC (white wire) cannot be checked with the DC out cable disconnected. 9. Using the DC voltmeter, check the RPSU280 battery charger as follows: Remove the battery cable from the power supply “BATT” connector. Place the positive (black) meter lead on the “+” BATT pin and the negative (red) meter lead on the “–” BATT pin. The allowed range is (–26.3VDC ~ –27.8VDC). The “BATT” connector output of the RPSU424 is 0VDC unless connected to good batteries. If BATT output is not within specification, replace the RPSU280.
Fault Finding DK424 RPSU280 Power Supply Test 12-6Strata DK I&M 5/99 Figure 12-2 RPSU280 Power Supply Voltage Test Points / Circuit Breakers / Jumper Plugs R11 PCTU S11 S12 S13 S14 S15 S16 R11 S11RCTU S12 S13 S14 S15 S161 2 3 -24V POWER +5V -5V AC INFGDC OUT + BATT- ON OFF DKSUE DKSUB 4252 DC Out Cable/connector FG Wire and Spade Lug 24VDC Circuit Breaker Assignments: Base Jumper Plug AC Power Cord ON/OFF Switch DC VOLTAGE PINS Power Indicator LEDs (Green) –24VDC Circuit Breakers Third Wire Ground or Power Supply Daisy Chain Ground to Next Power Supply DC VOLTAGE SPECIFICATION –5VDC (+4.5 ~ +5.5) –5VDC (–4.5 ~ –5.5), Expansion Cabinet only –24VDC (–26.3 ~ –27.8)BATT (VDC) + –0 –26.3 ~ –27.8* 24-1 24-2 24-3SX1, SX2 SX3, SX4, SX5 SX6, SX7, SX8 EXP. CABINET 24V-1 24V-2 24V-3S15, S16 S13, S14 S11, S12 BASE CABINET Base Jumper Plug Expansion Jumper Plug Red Wire +5VDC No Wire 0VDCBlue Wire –5VDCWhite Wire +5VDCGreen Wire 0VDC Green WireGreen Wire 0VDCYellow Wire –24VDCYellow Wire –24VDCYellow Wire –24VDC 0VDC *RPSU424 “BATT” is 0 volt unless connected to good batteries.
Fault Finding Station Cable Continuity Check Strata DK I&M 5/9912-7 Fault Finding Station Cable Continuity Check Voltmeter Test Use a voltmeter to check cable continuity between the DK40i KSU/DK424 cabinet, digital or electronic telephone, DSS console, and the attendant console (DK424). Make tests at the modular block. Refer to Ta b l e s 1 2 - 1 and 12-2. ä To perform the voltmeter test 1. Refer to Chapter 8 – DK40i/DK424 Universal Slot PCB Wiring for appropriate MDF wiring diagrams in Chapters 1 and 3. 2. Disconnect the digital or electronic telephone, DSS console, PDIU-DS, HDCB, or DDCB. 3. Using a DC voltmeter, measure between the wires of the two pairs to verify the readings shown in Table 12-1 for digital telephone ports. Refer to Table 12-2 for electronic telephone ports. The reading will be a plus or minus depending on meter lead placement. 4. An improper reading indicates an open, crossed or shorted wire. See “Power Supply Replacement” on Page 1-9, Page 3-20, or Page 5-11. 5. For the MDF-to-telephone (digital or electronic) cable, use an ohmmeter to make a more precise check. Table 12-1 Station Cable Continuity Check for Digital Telephone Cables using Voltmeter FromToVo l t a g ePairWireColorPairWireColor 1TGreen1 1. The green-red, black-yellow and white-blue measurements should be within 10% of each other. 2TBlack0 1RRed2 TBlack242 2.Nominal voltage—within limits of ±26.3 ~ ±27.8VDC while under AC power, polarity depending on voltmeter lead placements. 1 T Green 2 R Yellow 242 1RRed2RYellow0 1 T Green 1 R Red 242 2 T Black 2 R Yellow 242
Fault Finding Station Cable Continuity Check 12-8Strata DK I&M 5/99 Ohmmeter Test Check the continuity of the cable run between the KSU/cabinet and digital or electronic telephone with an ohmmeter. ä To perform the ohmmeter test 1. Disconnect the DSS console, electronic or digital telephone. 2. At the MDF, remove the bridging clips. 3. At the MDF, place shorting jumper wires between the T and R of pair #1 (green-red), the T and R of pair #2 (black-yellow) and the T and R of OCA pair #3 (blue-white), for PEKU/ PESU only. (For MDF pin numbers, see Chapter 8 – DK40i/DK424 Universal Slot PCB Wiring.) 4. At the modular block, measure the resistance between all wire combinations. The proper readings are shown in Ta b l e 1 2 - 3 for digital telephones, DDSSs, DDCBs and Ta b l e 1 2 - 4 for electronic telephones and HDSSs. 5. An improper reading indicates an open, crossed or shorted wire. see “Power Supply Removal and Replacement” on Page 1-8 (DK14), or Page 3-19 (DK40i), or Page 5-11 (DK424). Table 12-2 Station Cable Continuity Check for Electronic Telephone Cables using Voltmeter FromToVo l t a g ePairWireColorPairWireColor 1TGreen1 1. The green-red, black-yellow and white-blue measurements should be within 10% of each other. 2 T Black 242 2.Nominal voltage—within limits of ±26.3 ~ ±27.8VDC while under AC power, polarity depending on voltmeter lead placements. 1RRed2 TBlack242 1 T Green 2 R Yellow 242 1RRed2RYellow242 1 T Green 1 R Red 0 2 T Black 2 R Yellow 0 3 T White 3 R Blue 0 3TWhite1RRed0 3RBlue1RRed0 3 T White 1 T Green 0 3 R Blue 1 T Green 0 3 T White 2 T Black 0 3 R Blue 2 T Black 0 3TWhite2RYellow0 3RBlue2RYellow0