Toshiba Strata Dk14, Dk40i, Dk424 Programming Manual

Automatic Call Distribution
Program 14-9 – Work Unit Assignments
Strata DK Programming 5/996-35
Automatic Call DistributionProgram 14-9 – Work Unit Assignments
Initialized Default:account digits for each Group = 02
Program 14-9 Overview
This program selects the length of the Work Unit code for each ACD Group. 
Agents talking on an ACD call can press the 
:RUN8QLW button and enter a Work Unit code (1~15 
digits) for each call. The outside caller cannot hear the code, so conversation is not interrupted....

Automatic Call Distribution
Program 15 – Ground/Loop/Tie/DID Line Options
6-36Strata DK Programming 5/99
Program 15 – Ground/Loop/Tie/DID Line Options
If loop start lines are routed to ACD Groups, set each line to automatically release when the CO 
sends the AR signal after the outside party hangs up. Use Program 15 Code 1 and Code 3 to set 
auto release detection for each CO line.
See 3-44 for the programming record sheet.
Program 17 – DID/Tie Line Options
If DID/Tie lines must be routed to ACD Groups,...

Automatic Call Distribution
Program 39 – Flexible Button Assignments for ACD Telephones
Strata DK Programming 5/996-37
Automatic Call DistributionProgram 39 – Flexible Button Assignments for ACD 
Telephones
Initialized Default:Logical port number = physical port number
Program 90, 91-1, or 91-9 initializes Program 02
Toshiba highly recommends that you enter the button keystrip names exactly as shown in the left 
column, since these button names are used in the ACD Agent and Supervisor Guides.



...

Automatic Call Distribution
Program 39 – Flexible Button Assignments for ACD Telephones
6-38Strata DK Programming 5/99
$&+HOS XRings a Supervisor [DN] button, enabling an Agent to 
request assistance while talking on an ACD call. 
Calls the highest numbered Supervisor telephone or 
[PDN]
(QG$IWHU&DOO
:RUN7LPHXManually cancels unused wrap-up time. This enables 
an Agent to receive another ACD call.
(QG2I
$&6KLIWXEnables the Supervisor to stop new calls from 
entering the ACD Group queue or...

Automatic Call Distribution
Program 39 – Flexible Button Assignments for ACD Telephones
Strata DK Programming 5/996-39
Automatic Call Distribution
6XSHU YLVRU&DOOProgram 
[PDN] in 
Program 39XThis is the [PDN] of the Supervisor telephone. 
Supervisor telephones do not require a unique 
[PhDN] like Agent telephones. 
Toshiba recommends programming more than one 
[PDN] onto Supervisor telephones to enable Agent 
Help (assistance) calls to ring busy Supervisor 
telephones. 
Also program Agents with Busy...

Automatic Call Distribution
Program 39 – Flexible Button Assignments for ACD Telephones
6-40Strata DK Programming 5/99
Program 39 Overview
This program assigns ACD Agent and Supervisor buttons for Toshiba digital and/or electronic 
telephones. All other button codes (see Program 39 Record Sheet in Chapter 10—Record Sheets in 
this manual) are allowed on Agent and Supervisor telephones. Telephones can be programmed 
with both Agent and Supervisor buttons to enable dual functions, however, a telephone...

Automatic Call Distribution
Program 39 – Flexible Button Assignments for ACD Telephones
Strata DK Programming 5/996-41
Automatic Call Distribution
Yes
Yes Yes Yes
Yes
No
Direct
YesNo
NoNo
No No
Continue
Continue
OtherSend call to ACD Group queue: 
go to ACD Flowchart 6-2.
Possible ways to route CO line calls to ACD group.
CO line transferred to 
ACD Group
(XX = 01~16). Internal 
[DN] calls cannot be 
transferred to ACD groups.
Ring idle agent telephone 
per ring agent timer in 
Program 11-2; if agent...

Automatic Call Distribution
Program 39 – Flexible Button Assignments for ACD Telephones
6-42Strata DK Programming 5/99
NoNoNo
Go 
back to 
1 above. Go 
back to 
1 above. Go 
back to 
1 above.
Yes ContinueGO to ACD Flowchart 6-7
Ring No Answer.
BAC
Yes
Yes Yes Yes
NoYes
Yes
1
Has 
agent ACD
Call button in ACD 
group become idle before 
overflow occurs?
Talk on ACD call.Does 
the agent answer 
before the Ring No Answer 
timer in Program 11-3 
expires? Call enters ACD group queue because: agents are logged...

Automatic Call Distribution
Program 39 – Flexible Button Assignments for ACD Telephones
Strata DK Programming 5/996-43
Automatic Call Distribution
No
Yes
Yes
NoYes Yes Yes
YesYes
YesTie/DID/
DNIS/ANI
Tie/DID/DNIS/ANI Ground/Loop
Busy
Idle No
No
No
Yes
OrOrOr
Ground/
Loop
Has the queue 
overflow timer in Program 
11-1 expired?
Is destination 
busy?
Is destination 
busy? (See Note.)
Is the line 
ground/loop or 
Tie/DID/DNIS/ANI?
Is 
the 
system [DN] port 
assigned in
Program 
*14-2
idle? Is 
the line...

Automatic Call Distribution
Program 39 – Flexible Button Assignments for ACD Telephones
6-44Strata DK Programming 5/99
No
Yes
Yes Yes Yes Yes
Yes
Tie/DID/DNIS/ANI Tie/DID/DNIS/ANI
Busy
Idle
NO
NO
Yes
OrOrOr
Ground/
Loop
Ground/loop
No
YesHas the call 
received the number of 
announcements and 
music 
Is 
destination 
busy?
Is 
the line 
ground/loop or 
tie/DID/DNIS/ANI?
Is the 
system [DN], DH 
assigned in
Program 
*14-2
busy or idle? Is 
the line 
ground/loop start or 
tie/DID/
DNIS/ANI?Is an 
agent...