Toshiba Strata Dk14, Dk40i, Dk424 Programming Manual

Automatic Call Distribution
Program 18 – Agent Names for SMIS/MIS Assignments
Strata DK Programming 5/996-15
Automatic Call DistributionProgram 18 – Agent Names for SMIS/MIS Assignments
Initialized Default:blank
Program 18 Overview
Each Agent ID number (set in Program 14-1) can be assigned an alphanumeric name (8 characters 
maximum) that displays on the ACD SMIS displays and reports. 
The name for each Agent is entered in this program from a terminal or the programming telephone 
(use the Program Record...

Automatic Call Distribution
Program 18 – Agent Names for SMIS/MIS Assignments
6-16Strata DK Programming 5/99
äTo  e r a s e  d a t a
äPress LED button 01.
Numeric Mode
0 to 9 are treated as numerals.
NoteDial pad starts out in Numeric Mode. Press  button to switch to Alpha Mode.
Figure 6-1 Alpha Mode
0
123
456
789
Moves cursor to
right, and starts
special character
entry when in
the Alpha Mode.
Moves cursor
to left.Changes from
Numeric to
Alpha Mode 
and vice versa.
Scrolls alpha and
special...

Automatic Call Distribution
Program 14-2 – ACD Supervisor Passwords
Strata DK Programming 5/996-17
Automatic Call DistributionProgram 14-2 – ACD Supervisor Passwords
Initialized Default:All blanks
Program 14-2 Overview
Assigns a Supervisor ID code to each ACD Group. Only one code is allowed per Group. When a 
Supervisor ID code is logged into the system, the telephone is assigned (with all Supervisor 
features) to the ACD Group with that Supervisor ID code.
If the telephone has an LCD, it can be used to...

Automatic Call Distribution
Program *14-2 – DID, Tie, DNIS, ANI Line After Shift/Overflow Substitution Destinations
6-18Strata DK Programming 5/99
Program *14-2 – DID, Tie, DNIS, ANI Line After Shift/
Overflow Substitution Destinations
Initialized Default:Port 000
Program *14-2 Overview
Assigns a Normal Ringing or AA substitute destination for DID and/or Tie lines. 
If an ACD Group is assigned to overflow (in Program 14-4 or 14-5) or route after shift service 
(Program 14-6) to the DK built-in AA or to...

Automatic Call Distribution
Program *14-2 – DID, Tie, DNIS, ANI Line After Shift/Overflow Substitution Destinations
Strata DK Programming 5/996-19
Automatic Call DistributionNotes
lIf the assignments for an ACD Group: Overflow Queue Timer (Program 14-4), Overflow 
Queue Point (Program 14-5), and/or After Shift (Program 14-6) destinations are programmed 
as Normal Ringing or AA, DID/Tie/DNIS/ANI lines will be routed to the destination [DN] 
assigned in this program. This is because DID/Tie/DNIS/ANI lines...

Automatic Call Distribution
Program 14-3 – Announcement/Music Port and Queue Pattern
6-20Strata DK Programming 5/99
Program 14-3 – Announcement/Music Port and Queue 
Pattern
Initialized Default:all blanks
Program 14-3 Overview
This program is used to make announcement/music port and queue pattern assignments. All 
announcement devices (digital announcers) must connect to standard telephone ports (RSTU, 
RSTU2, RDSU/RSTS, PSTU, PESU). 
The music source can be the MOH source connected to the RCTU RCA jack,...

Automatic Call Distribution
Program 14-3 – Announcement/Music Port and Queue Pattern
Strata DK Programming 5/996-21
Automatic Call DistributionEach ACD Group can have from one to three announcements and a separate music source. 
Announcements and/or music sources can also be shared in any combination between ACD 
Groups (see Flowcharts 6-8~6-10 on Pages 6-48~6-51).
Code 1: Announcement Port One
Assigns the port that will be connected to the digital announcer that should be activated first when 
a CO line...

Automatic Call Distribution
Program 14-3 – Announcement/Music Port and Queue Pattern
6-22Strata DK Programming 5/99
Figure 6-2 ACD Queue Announcement and Music Patterns
Or
Or
QUEUE
PATTERN 1
Go back to repeat announcement 1
assigned in Code 5 above, no
overflow point OP0 in Program 14-5XX0.Announcement 1
Code 1Code 4
Music Source
Program 11-51
Timer
QUEUE
PATTERN 2Announcement 1
Code 1Announcement 2
Code 3 Program 11-51
TimerProgram 11-53
Timer
QUEUE
PATTERN 3Announcement 1
Code 1Announcement 2
Code 2...

Automatic Call Distribution
Program 14-4 – Queue Time Out Overflow Destination
Strata DK Programming 5/996-23
Automatic Call DistributionProgram 14-4 – Queue Time Out Overflow Destination
Initialized Default:Port 000
Program 14-4 Overview
This program sets the overflow point destination for CO line calls that are in an ACD queue for 
longer than the queue time set in Program 11-1. Calls only overflow when the overflow destination 
is idle or when it becomes idle if the overflow destination is a [PDN],...

Automatic Call Distribution
Program 14-4 – Queue Time Out Overflow Destination
6-24Strata DK Programming 5/99
If the overflow destination is to a Normal Ring assignment (Programs 81~89 and *81, *84, and 
*87), Attendant Console or the built-in AA, calls will exit queue and overflow if the destination is 
idle or busy. This assignment is not necessary if the overflow queue timer is set to infinity (infinity 
= 0000 in Program 11-1).
Only ground and loop start ACD calls will overflow to the Strata DK AA or...