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 Sheet following Program *14-1).
äTo enter an Agent ID name or number
1. Enter Program 18, then select the desired Agent ID Number.
2. Enter the Agent name (eight characters maximum, see dial pad callouts below).




  6SNU   +ROG  6SNU ‡‡‡ +ROG 6SNU+ROG 6SNU+ROG
ProcessorAgent ID
NumbersACD Group
NumbersMaximum Number of 
Agent ID Codes
RCTUBA/BB 000~199 01~08 200
RCTUC/D 000~255 01~16 256
RCTUE/F 000~255 01~16 256
Program *14-1
Auto Answer with 
Zip Tone
Program 14-1
Program 18
Agent Name
(8 characters max.)Agent ID 
NumberACD Group 
NumberAgent ID 
Code
(4 digits 
max.)
DATA = Agent Name (8 characters maximum)SELECT = Agent ID Number (000~255) 
						

							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 characters.
Alpha Entry (Example): Special Character Entry:
A
B
C“Q”
“Z”
“:”
“–”
“+”
“/”
Alpha
CharacterEntry
Sequence
Special
CharacterEntry
Sequence QZ ABC DEF
GHI JKL MNO
PRS TUV WXY
Cursor
LeftScroll Mode
1936 
						

							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 monitor Agent and Queue Status for all ACD 
Groups by using special access codes 
;; and ;; (where XX = ACD Group number). 
If a code is assigned to a non-existing ACD Group, the code can be used by a Manager (for 
example) to check the Agent and/or Queue Status of any ACD Group. 




  6SNU   +ROG  6SNU  +ROG 6SNU+ROG 6SNU+ROG
ProcessorACD Group Numbers
RCTUBA/BB 01~08
RCTUC/D 01~16
RCTUE/F 01~16
ACD Group NumberSupervisor ID CodeName
DATA = Supervisor ID Code (0000~9999)
GROUP = ACD Group NumberSELECT = 2 
						

							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 Normal Ringing assignments (code 320 or 321), these 
assignments only apply to loop/ground start CO line calls. DID/Tie/DNIS/ANI line calls are 
directed to the port assigned in this Program (*14-2). 
This is because only loop and ground start CO lines (not Tie or DID lines) can be routed to DK AA 
and/or Normal Ringing assignments.




  6SNU
  +ROG  6SNU  +ROG 6SNU+ROG 6SNU+ROG
ProcessorACD Group Numbers
RCTUBA/BB 01~08
RCTUC/D 01~16
RCTUE/F 01~16
RCTUBA/BBRCTUC/DRCTUE/FDID/Tie/DNIS/ANI Overflow Substitution Destination
000~079 000~239 000~335 Station or Attendant Console [PDN] Program 04 Port Number
500~579 500~739 500~835 [PhDN] Program
 *04 Port Number
900~915 900~915 900~915 Distributed Hunt Group Program 
*04 Port Number
ACD Group NumberDestination
DATA =
DID/Tie/DNIS/ANI Overflow Substitution SELECT = 2
SELECT = ACD Group Number 
						

							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 cannot be assigned to AA 
or Normal CO line ringing.
lIf the destination [DN] assigned in this program is busy when one of the following occurs 
(Ring No Answer, All Agents Unavailable, End of ACD Shift), the overflowing DID/Tie/
DNIS/ANI line will camp on to the [DN]. Call Forward and/or Hunt from the destination 
assigned will occur if set on the destination station.
lDID, DNIS, ANI, and Tie line calls in queue do not overflow to busy ACD Groups, Intercom 
numbers, [PDNs], [PhDNs], or Distributed Hunt Groups; they remain in queue until the 
destination becomes idle. 
lCall Forward No Answer will occur if set on the destination assignment. If the overflow 
destination is a Strata DK Attendant Console, calls will exit queue and overflow to the 
Attendant Console when the console is idle or busy. 
						

							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, another source 
connected to a standard telephone port or an electronic telephone port (voice pair). 




  6SNU   +ROG  6SNU  +ROG 6SNU+ROG 6SNU+ROG
ProcessorACD Group NumbersPort Numbers
RCTUBA/BB 01~08 000~079
RCTUC/D 01~16 000~239
RCTUE/F 01~16 000~335
Code 1Enter the RSTU or RSTU2 (or equivalent) port number of the first announcement.
Code 2Enter the RSTU or RSTU2 (or equivalent) port number of the second announcement if queue pattern has three announcements. 
(Enter Code 2 assignment only if there are three announcements. Skip to Code 3 if only two announcements are used for the ACD 
Group queue.
Code 3Enter the second announcement port for two-announcement queue patterns or enter the third announcement port for three-
announcement queue patterns.
Code 4Enter the RSTU, RSTU2 or PEKU Music Source port number or enter 999 if the music source is a Music-on-Hold (MOH) source.
Code 5Enter the announcement number (1~3) of the first announcement that should repeat to calls in queue.
ACD Group 
NumberCode 1
Announcement 
1 PortCode 2
Announcement 
2 PortCode 3
Announcement 
2 or 3 PortCode 4
Music Source PortCode 5
Repeat 
Announcement 
Number
DATA = Port number of Music or Announcement 
Source
Enter blanks with Button/LED 01.SELECT = 3
Code (1~5)
ACD Group Number  
						

							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 call enters the ACD Group queue. Code 1 always assigns the first announcements in a 
queue pattern. Skip Code 2 and Code 3 programming if only one announcement is used for the 
ACD Group queue.
Code 2: Announcement Port Two
Assigns the port to which the second announcement device connects in a three-announcement 
queue pattern. If only two announcements are used for the ACD Group queue, skip to Code 3.
Code 3: Assigns Port for Second or Third Announcement Device
Assigns the port to which the second announcement device connects in a two-announcement 
queue pattern. Or, it is the port connected to the third announcement device in a three-
announcement queue pattern.
Code4: ACD Queue Music Source Port
Assigns the station port or RCTU MOH jack to which the ACD queue music source is connected. 
The music is sent to callers in the ACD Group queue during the time intervals set in Programs 11-
51, -52, and -53, or continuously until an Agent answers or the call overflows (see Non-repeating 
Queue Announcement following Program 14-5).
Code 5: Select Repeat Enactment for Queue Pattern
After the last music timer (11-51, -52, or -53) in the queue pattern expires, the queue pattern 
announcements and music can be repeated to callers starting with announcement 1, 2, or 3. Use 
Code 5 to select which announcement to start the repeat queue pattern process. The queue pattern 
is repeated until an Agent answers, the call overflows per Program 14-4, the caller hangs up, or the 
disconnect timer expires (Program 11-9). The queue pattern can be set to repeat or not repeat 
announcements, depending on the options set in Program 14-5 (see Flowcharts 6-8~6-10 on Pages 
6-48~6-51).
Queue Pattern Options 1, 2, and 3 are shown in the following diagram. For more details, ee 
Flowcharts 6-8~6-10 on Pages 6-48~6-51. 
						

							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 Program 11-51
TimerProgram 11-52
TimerProgram 11-53
Timer Overflow point OP1
in (Program 14-5XX1).
Go back to repeat announcement 1 or 2
assigned in Code 5 above, no
overflow point OP0 in Program 14-5XX0.Overflow point OP2
in (Program 14-5XX2).
Announcement 3
Code 3
Go back to repeat announcement 1, 2 or 3
assigned in Code 5 above, no
overflow point OP0 in Program 14-5XX0.Overflow point OP3
in (Program 14-5XX3). Code 4
Music SourceCode 4
Music Source
Code 4
Music SourceCode 4
Music SourceCode 4
Music Source
Or
1940
XX=ACD Group Number 
						

							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], [PhDN], Distributed Hunt 
[DH] Group, port or another ACD Group (see Flowchart 6-3 on Page 6-43). 
If the overflow destination is an ACD Group or a station port [DN] and it is busy, the call remains 
in queue. 




  6SNU   +ROG  6SNU  +ROG 6SNU+ROG 6SNU+ROG
ProcessorACD Group 
Numbers[PDN] Port 
Range[PhDN] Port 
RangeDATAQueue Timeout Overflow Destination
RCTUBA/BB 01~08 000~079 500~079See [PDN] Port 
RangeStation or Attendant Console (See [PDN] Port Range)
RCTUC/D 01~16 000~239 500~739 301~316 ACD Group (RCTUBA/BB, RCTUC/D)
RCTUE/F 01~16 000~335 500~835 401~416 ACD Group (RCTUE/F)
320 (RCTUBA/
RCTUBB, 
RCTUC/D)
420 (RCTUE/F)Auto Attendant (DK Built-in)
321 (RCTUBA/
RCTUBB, 
RCTUC/D)
421 (RCTUE/F)Normal CO line; Ring assignments not including delayed 
ringing assignments
See [PhDN] Port 
Range[PhDN] Program
 *04 Port Number
900~915 Distributed Hunt Group Program *04 Port Number
ACD Group NumberOverall Queue Time Out Destination
SELECT = 4
SELECT = ACD Group Number DATA = Queue Timeout Overflow Destination 
						

							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 Normal Ringing. DID, 
DNIS, and Tie lines will overflow to the assignment set in Program *14-2 if codes 320, 321, 440 or 
441 is set in this program.
If the overflow destination is busy when overflow time occurs, the following options are available:
©If the call(s) should exit the ACD queue and mute ring the busy overflow station, assign Code 
321 (normal ringing) in Program 14-4 and assign the ACD lines to ring the overflow station 
[DN] in Programs 81, 84, 87, *81, *84, and *87. 
NoteDelay ring assignments do not apply to Program 14-4 for delay ring. 
©If the overflow destination is the DK Built-in AA or an Attendant Console, calls will always 
exit queue when the overflow timer expires (Program 11-1) – even if the AA or Attendant 
Console is busy.
©If the call(s) should remain in queue until the busy overflow station or [DN] becomes idle, 
assign the overflow destination [DN] or another ACD Group in Program 14-4 as the overflow 
point.
©If the overflow destination is a busy Distributed Hunt Group, the ACD call will not exit the 
ACD queue and enter the Distributed Hunt Group queue.
©If it is required to route “Queue Time Out” overflow calls to a Voice Mail box (see the 
Program 14-6 record sheet).