Toshiba Strata Dk14, Dk40i, Dk424 Programming Manual

Automatic Call Distribution
Program *09 – ACD Group DID Line Digit Assignments
Strata DK Programming 5/996-5
Automatic Call DistributionProgram *09 – ACD Group DID Line Digit Assignments
Initialized Default:See table below
Program *09 Overview
Program *09 assigns DID/Tie line incoming digits to a particular ACD Group and assigns DID 
digits to station ports (only if Program 71 is not used).
Related Programs
Program 04 assigns Tie line digits to station ports. (See Programs *09 and 04 in the Strata DK...

Automatic Call Distribution
Program 10-4 – ACD/ISDN Parameters
6-6Strata DK Programming 5/99
Program 10-4 – ACD/ISDN Parameters
Initialized Default:LEDs 12 and 14 are ON
Program 10-4 Overview
This program provides three system options. When enabled/disabled these options apply to all 
ACD Groups and Agents. ACD system options are set as follows:
LED 01: Set Next-Available-First or Most-Idle-First Routing
Sets which algorithm the system follows to route ACD calls.
Next-Available-First, Turn LED 01 OFF—The...

Automatic Call Distribution
Program 10-4 – ACD/ISDN Parameters
Strata DK Programming 5/996-7
Automatic Call DistributionNoteDuring busy ACD call traffic conditions, the algorithm routes calls that have been waiting 
in the ACD Group queue directly to the first Agent telephone that becomes available.
LED 03: Supervisor Monitor Tone and Display
If Tone/LCD is enabled when a Supervisor monitors an Agent telephone, the Agent receives a 
short dial tone burst (every 15 seconds) and a steady LCD display:...

Automatic Call Distribution
Program 11 – ACD Timing Assignments
6-8Strata DK Programming 5/99
Program 11 – ACD Timing Assignments
Initialized Default:See table below




  6SNU   +ROG  6SNU +ROG 6SNU+ROG 6SNU+ROG
ProcessorACD Group Numbers
RCTUBA/BB 01~08
RCTUC/D 01~16
RCTUE/F 01~16
CodeTimeInitialized DataNotes
1 0000~3600 sec. 0030 sec. 0000 = No Overflow
2 000~255 sec. 030 sec.
3 000~255 sec. 060 sec.
4 000~120 sec. 001 sec.
5 000~999 sec. 030 sec.
6 000~255 sec. 120 sec.
7 000~600...

Automatic Call Distribution
Program 11 – ACD Timing Assignments
Strata DK Programming 5/996-9
Automatic Call DistributionProgram 11 Overview
The ACD timers listed below can be set individually for each ACD Group. ACD timers apply to 
loop, Tie, DID, DNIS, and ANI lines, not ground start lines.
Code 1: Time in ACD Queue Before Overflow
The time period (ranges from 0000~3600 seconds) a call(s) remains in an ACD queue pattern 
before it attempts to overflow to the destination set in Program 14-4. The queue...

Automatic Call Distribution
Program 11 – ACD Timing Assignments
6-10Strata DK Programming 5/99
Code 5: Music Timers 1, 2, and 3
Defines the time interval that ACD callers in queue are sent music following the first, second, or 
third announcement. Range of each music timer is 000~999 seconds (about 5 seconds to 16 1¤2 
minutes).
The connection time tolerance when switching between music and announcements is 5 seconds; 
example, if a music timer is set for 00 seconds, the caller may still hear up to 5...

Automatic Call Distribution
Program 11 – ACD Timing Assignments
Strata DK Programming 5/996-11
Automatic Call DistributionCode 9: Call Disconnect Timer
Defines the maximum time an ACD call can remain in queue (ranges from 01~60 minutes). This 
timer should be used when using loop start, Tie, or DID, DNIS, ANI on ACD lines. This prevents 
CO lines from being connected to an ACD queue for an indefinite period of time after the outside 
caller hangs up and the CO line does not provide the Calling Party...

Automatic Call Distribution
Program 14-0 – Loop/Ground Start Line Direct to ACD Group Assignments
6-12Strata DK Programming 5/99
Program 14-0 – Loop/Ground Start Line Direct to ACD 
Group Assignments
Initialized Default:No CO lines assigned to direct ring to ACD Groups (all LEDS OFF)
Program 14-0 Overview
Assigns ground and loop start CO lines to directly ring a designated ACD Group. CO lines that are 
assigned to an ACD Group should also be assigned as a line group in Program 16. A CO line can 
only be...

Automatic Call Distribution
Program 14-1 – ACD Agent Identification Code Assignments
Strata DK Programming 5/996-13
Automatic Call DistributionProgram 14-1 – ACD Agent Identification Code 
Assignments
Initialized Default:blank
Use the Record Sheet that follows Program 18.
Program 14-1 Overview
This program assigns Agent Identification (ID) codes to each ACD Group. To receive an ACD call 
from a specific ACD line group, the Agent must log in to the ACD Group by dialing the ID code 
(four digits) assigned...

Automatic Call Distribution
Program *14-1 – Auto Answer with Zip Tone Assigned to Agent ID
6-14Strata DK Programming 5/99
Program *14-1 – Auto Answer with Zip Tone Assigned 
to Agent ID
Initialized Default:Group Number = 01. Agent ID Code = blank. DATA 0 = No Auto Answer.
Use the Record Sheet that follows Program 18.
Program *14-1 Overview
This program assigns Auto Answer to Agent telephones. When Auto Answer is enabled, the 
telephone generates a zip tone (one-half second burst of dial tone) into the...