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 
Programming Manual.
)
Refer to Program 17, LED 05-for DID and Tie line options. Use Program *09 if Program 71 DID/
Tie/DNIS/ANI line call routing is not being used.
If the digits assigned to the group are sent to the Strata DK System on any incoming DID or Tie 
line call, the call is directed to the assigned ACD Group (see Program 14-0 to assign ground and 
loop start lines to an ACD Group).
NoteIf DID/Tie/DNIS/ANI lines use Program 71 (DNIS assignments) instead of Program *09 
to route callers to ACD Groups, turn on LED 05 in Program 17 for each of the appropriate 
DID/Tie/DNIS/ANI lines. If the line receives ANI but not DNIS, turn LED 05 OFF and 07 
and 08 ON in Program 17. Use Program 71 (0~3) to make the appropriate digit and 
routing assignments. Refer to Programs 17 and 71.




  6SNU
  +ROG  6SNU  +ROG 6SNU+ROG 6SNU+ROG
ProcessorACD Group 
Port NumbersDefault DID/Tie 
Line Digits
RCTUBA/BB 090~097 290~297
RCTUC/D 250~265 450~465
RCTUE/F 345~360 870~885
ACD Group 
NumberACD Group Port 
NumberDID/Tie Line Digits 
Assigned (1~4 Digits)
DID/Tie line digits assigned to ACD Group Port 
Number (1~4 digits)ACD Group Port Number (3 digits) 
						

							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 Agent list is searched sequentially, starting from 
(not including) the last found Agent, and ending with the first found available Agent. This method 
of searching is similar to the circular-distributed hunt method.
Most-Idle-First, Turn LED 01 ON—The Agent with the most idle time, since the last ACD call, 
receives the next call. If all Agents are busy and an Agent becomes available, that Agent 
automatically receives the next call, regardless of idle time. If that should happen, the Agent with 
the longest idle time may have to wait to receive a call. As Agents go idle, they are added to the 
end of the ACD Agent routing list.




  6SNU   +ROG  6SNU +ROG 6SNU+ROG 6SNU+ROG
Button/
LEDXLED ONLED OFF
20
19
18
17
16
15
14
ISDN “Start” access code is sent when the Speed Dial 
(SDS) button is pressed (initialized).ISDN Start access code is not sent.
13Receive 3.1kHz audio calls as speech calls only if a 
progress indicator is sent.Always receives 3.1kHz calls.
12BRI T-Wait ON (initialized) BRI T-Wait OFF
11PRI T-Wait ON PRI T-Wait OFF (initialized)
10
09
08
07
06
05
04
All Agents Unavailable Route: Per Prog. 14-5 (Overflow 
Point Destination)All Agents Unavailable Route: Per Prog. 14-6 (After Shift 
Destination)
03Agent receives Supervisor Monitor Tone/LCD display 
when being monitoredAgent does not receive Supervisor Monitor Tone/LCD 
display when being monitored
02
01
ACD Mode: Most idle Agent receives next call ACD Mode: Next Available Agent receives next call
Light Button/LEDs as defined by the table below. If 
the X column is checked, the LED should be ON.SELECT = 4 
						

							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: MONITOR BY SUPRV. The 
system also sends the monitor tone to the outside caller connected to the Agent. If Tone/LCD is not 
enabled, the Agent and outside caller has no indication that their call is being monitored by the 
Supervisor.
LED 04: ACD Group Unavailable Destination
When all Agents in a Group are in the Unavailable mode simultaneously, new incoming ACD calls 
that are normally routed to the ACD Group’s call waiting queue is immediately diverted to either 
the Overflow-Queue-Point destination (set in Program 14-5) or to the End-of-Shift destination (set 
in Program 14-6), depending on the status of Program 10-4 LED 04 (see Flowchart 6-6 on Page 
6-46).
LED 11: PRI ISDN Timer
The T-Wait timer is an ISDN timer that is required to reduce the potential for a network overload 
condition due to a large number of ISDN terminals requesting initialization at the same time (e.g., 
due to an area-wide power failure).  This timer creates a random time interval and is called upon 
power up to set a value to delay the initialization process until the timer has expired.  This timer is 
seldom used for PRI interfaces.
LED 12: BRI ISDN Timer
The T-Wait timer for BRI and PRI terminals works the same way. See LED 11 for a description. 
This timer should be used for BRI terminals and only disabled if the local provider instructs 
disabling this timer.
LED 13: 3.1kHz Audio
Calls received from the non-ISDN portion of the public network come in 3.1 kHz audio. A 
progress indicator is not always provided for these types of calls. Turning LED 13 OFF allows all 
calls to be received. Toshiba recommends keeping LED 13 OFF until some time in the future when 
the public network is updated to send a progress indicator with all calls.
LED 14: ISDN Start Button Access Code
When LED 14 is ON, the ISDN 
6WDUW button access code is automatically sent when the 6SHHG
LDO
 (or 66) button is pressed. The default is ON. If LED 14 is OFF, the number entry timer 
expires. 
						

							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 sec. 240 sec.
8 00~30 min. 01 min.00 Disables Alarm 
Guard Timer; blocks 
Alarm Reset
9 00~60 min. 00 min. 00 Disables Timer
Code 1Code 2Code 3Code 4Code 5Code 6Code 7Code 8Code 9
ACD 
Group 
NumberQueue 
Overflow 
Timer Ring Agent 
Timer Wrap-up 
Timer RBT before 
Announce 
TimerConnect to 
Music Timer Call Waiting 
Alarm 
Timer 1Call Waiting 
Alarm 
Timer 2 Alarm 
Guard TimerDisconnect 
of ACD Call 
Timer
123
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
DATA = Time (min. or sec.)Code (1~9)
ACD Group Number
Music Timer (1~3)
(used only with Code 5, skip this 
entry for all other codes) 
						

							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 timer can be set 
from 1 second to 3600 seconds (60 minutes) or to no overflow time out. If no overflow time out is 
set (Data = “0000”), then the call remains in queue or overflows per Program 14-5 operation 
settings (see Flowcharts 6-3 and 6-4 on Pages 6-43 and 6-44).
Code 2: Ring Agent Timer
The time period (ranges from 000 seconds to 4 minutes and 15 seconds) an ACD call will ring an 
idle Agent telephone. When the time expires and the call is unanswered, the system hunts and 
rings another idle Agent telephone from the same ACD Group for the same duration of time. 
This process continues until all idle Agent telephones have been rung or the call is answered. If the 
call remains unanswered after ringing the last idle Agent, it is routed to the destination set in 
Program 14-5. 
If the destination set in Program 14-5 is a [DN], the ACD line if idle rings the [DN]. If the [DN] is 
busy, the ACD line rings the idle or busy [DN] or CO 
/LQH3RROHG/LQH*US button assigned to 
ring in Programs 81, 84, and 87 and flash in *81, *84, and *87. If a DID/Tie/DNIS/ANI line is 
used, the call camps on to the busy station set in Program *14-2 (see Flowchart 6-7 on Page 6-47).
Code 3: After Call Work Timer
Immediately after an Agent disconnects from an ACD call, the After Call Work Timer begins to 
count down (ranges from 000 seconds to 4 minutes, 15 seconds). The wrap-up count is updated to 
display the active condition on the Agent telephone LCD (the wrap-up time remaining counts 
down each second). 
When an Agent telephone is in the After Call Work Time mode (wrap-up timer count down), the 
telephone does not receive ACD calls, but it can receive non-ACD or PBX calls. An Agent can 
cancel the wrap-up mode anytime by pressing the 
(QG$IWHU&DOO:RUN7LPH button, by 
making another call, or by going off and on-hook. After Call Work Time is not activated after the 
completion of PBX calls made from, or received on, the Agent telephone’s 
$&&DOO button or 
[PhDN].
Code 4: Ring-Back-Tone (RBT) Timer
Defines the time that a new incoming ACD call receives ring back tone, if no Agents are idle and 
the caller must wait for the ACD queue announcement (ranges from 000~120 seconds) (Flowchart 
6-1 on Page 6-41). This timer only applies to CO lines that are routed directly to the ACD Group 
(all types of CO lines). 
If a CO line is transferred to an ACD Group by a station or DK AA and no Agents are idle, this 
timer does not apply. Calls immediately enter the ACD Group’s queue. If a caller hangs up while 
connected to the RBT timer, the call is considered unanswered and the Strata DK system does not 
send answer supervision (800-type calls are not billed in this case).
If the outside caller hangs up while the incoming call is connected to the RBT timer, the call is 
abandoned and is not considered as an answered call. No answer supervision is sent from the 
Strata DK System and “800” type calls will not be billed. Calls abandoned after the call is sent to 
the first announcement will be considered as answered and billed. 
						

							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 seconds of music if 
a music source is installed.
©Timer 11-51 defines the music interval following the first announcement.
©Timer 11-52 defines the music interval between the second and third announcement on three-
announcement queue patterns. Timer 11-52 is not used on one or two announcement queue 
patterns.
©Timer 11-53 defines the music interval following the second announcement on two-
announcement queue patterns; or, the music interval following the third announcement on 
three-announcement queue patterns. Each music timer can be individually set from 000 
seconds to 16 minutes, 39 seconds (see Flowcharts 6-8~6-10 on Pages 6-48~6-51).
Code 6: Call Waiting Alarm Timer 1
Defines the first alarm threshold time for the ACD calls waiting in queue (ranges from 000~255 
seconds). If a defined number of ACD calls (per Program 14-72) are in queue longer than the time 
defined in Program 11-6, the ACD Supervisor telephone is sent a beeping alarm indication (2400 
Hz/10 Hz, 0.75 second OFF, 0.75 second ON). Program 14-8 DATA must be set to “2” for the Call 
Waiting Alarm Timer 1 to operate.
Code 7: Call Waiting Alarm Timer 2
Defines the second alarm threshold time for ACD calls waiting in queue (ranges from 000~600 
seconds). If a defined number of ACD calls (per Program 14-73) are in queue longer than the time 
defined in Program 11-7, the ACD Supervisor telephone is sent a beeping alarm indication (2400 
Hz/10 Hz, one continuous sound). Program 14-8 DATA must be set to “2” for the Call Waiting 
Alarm Timer 2 to operate.
Code 8: Alarm Guard Timer
Defines the minimum time interval between queue alarm signals sent to the Supervisor telephone. 
The timer can be set from 01~30 minutes. If the timer is set to 00, the 
5HVHW4XHXH$ODUP 
button does not function to end a queue alarm indication on the Supervisor telephone. 
Example: If the queue alarm sounds at the Supervisor telephone and the Supervisor resets the 
alarm by pressing the flashing 
5HVHW4XHXH$ODUP button, the Alarm Guard Timer begins to 
count down from the time set in this program. If the number of calls in the ACD queue still 
exceeds the queue size (set in Program 14-71, 72, or 73) after the Alarm Guard Timer expires, the 
alarm sounds again on the Supervisor telephone. 
						

							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 Control (CPC or AR) 
disconnect signal. This timer only disconnects calls in queue; it does not disconnect calls that are 
answered by Agent telephones or other telephones/devices. If 00 data is entered, the disconnect 
feature is disabled. 
The disconnect feature is always disabled for ground start CO lines (see Flowchart 6-2 on Page 
6-42, later in this chapter).
Note255 sec. is 4 minutes and 15 seconds. 
						

							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 assigned to one ACD Group. 
Important!Agent telephones that should receive calls from lines assigned to an ACD Group, 
should not be assigned a 
3RROHG/LQH*US button or individual CO /LQH buttons 
(Program 39) for lines that are in the ACD Group.
ACD line calls ring Agent 
$&&DOO buttons [PhDNs] and ACD calls that overflow ring the 
overflow destination telephone [DN] buttons or CO 
/LQH/3RROHG/LQH*US button.
See Programs *09, 17 (LED 05) and 71-1 for DID/Tie/DNIS/ANI line digit to ACD Group 
assignments. Also see Program 11 (Code 1~9)—ACD Timing Assignments.)
NoteProgram assignment 78-61~63 overrides Program 14-0 CO line assignments.




  6SNU   +ROG  6SNU +ROG 6SNU+ROG 6SNU+ROG
ProcessorACD Group 
NumberCO Line Range
RCTUBA/BB 01~08 001~048
RCTUC/D 01~16 001~144
RCTUE/F 01~16 001~200
ACD Group 
NumberACD CO Line Assignments
(Write in CO lines assigned to direct ring each ACD Group on incoming calls.)
Light Button/LEDs of CO lines that should be 
assigned to the ACD Group.SELECT = 0
ACD Group Number
Press 
Scroll to advance or Page to go back. 
						

							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 in this program.
NoteA telephone can be logged in as either an Agent or Supervisor telephone in any ACD 
Group, but it cannot be logged in as an Agent and a Supervisor simultaneously. Agents can 
only log in to one ACD Group at a time. See Program 14-2 for more information.




  6SNU   +ROG  6SNU  +ROG 6SNU+ROG 6SNU+ROG
DATA = Agent ID Log in Code (0000~9999)
DATA = ACD Group NumberSELECT = 1
SELECT = Agent ID Number (000~255) 
						

							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 handset and the Agent 
can automatically answer ACD calls. 
If the Agent telephone is off-hook, the headset receiver or if on-hook, the telephone speaker 
receives zip tone when an ACD call is sent to the Agent. Auto Answer applies to direct and 
transferred ACD calls, but not to incoming PBX calls to the Agent 
$&&DOO [PhDN] button.




  6SNU
  +ROG  6SNU  +ROG 6SNU+ROG 6SNU+ROG
DATA =
0 = No Auto Answer
1 = Auto AnswerSELECT = 1
SELECT = Agent ID Number 
(000~255)
Press 
# for single port entry.