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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 
    						
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