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. 
SMIS only records (Peg) one or two digit Work Unit codes. SMDR can record 1~15 digit Work 
Unit codes. If multiple work unit codes are entered on the same ACD call, only the last code 
entered will be sent to SMDR; however, SMIS will register all Work Unit codes entered.
The Strata DK SMDR data will send up to 15 Work Unit digits in the Account Code data field of 
the standard DK SMDR output. MIS (TTY) data will send only 1- or 2-digit Work Unit codes.
When the 
:RUN8QLW button is pressed on the Agent telephone, the LCD shows “ENTER STRK 
DIAL”. The Agent must enter the number of digits assigned in this program to allow a work unit 
peg to be sent to SMIS. Any number of digits entered (even if less than assigned in this program) 
will be sent to SMDR when the ACD call is ended.




  6SNU   +ROG  6SNU  +ROG 6SNU+ROG 6SNU+ROG
ProcessorACD Group Numbers
RCTUBA/BB 01~08
RCTUC/D 01~16
RCTUE/F 01~16ACD Group NumberNumber of Work Unit Digits
DATA = Account Digits (01~15)SELECT = 9
SELECT = ACD Group No. 
						

							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, use Program 17 to set the appropriate options for 
each DID/Tie line.
See 3-50 for the programming record sheet.
Program 35 – Station Class of Service
To allow Agent Help (assistance) calls to busy Supervisor telephones, enable Busy-Station-
Transfer (LED 20-ON) on Agent telephones and Busy-Station-Ring (LED 19-ON) on Supervisor 
telephones. Supervisor telephones should have more than one [PDN] (Program 39) to receive 
Agent Help calls when the Supervisor telephone is busy. 
See 3-97 for the programming record sheets.
Program 71 – DID/Tie/DNIS/ANI Lines
If DID/Tie/DNIS/ANI lines route to ACD Groups and provide DNIS line features (such as the 
DNIS name, night/day routing, etc.), use Program 71 to assign the DID/Tie/DNIS digits or ANI 
lines to route the appropriate ACD Group (see Program 17, LED 05).
Also see  “Program 17 – DID/Tie Line Options” on Page 3-50. 
						

							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.




  6SNU   +ROG  6SNU +ROG 6SNU+ROG 6SNU+ROG
Processor[PDN] Port Range[PhDN] Port Range
RCTUBA/BB 000~079 500~079
RCTUC/D 000~239 500~739
RCTUE/F 000~255 500~835
ACD Feature Button 
DesignationFeature CodeProgram
on Agent 
TelephoneProgram on 
Supervisor 
TelephoneNotes
/RJ,Q
/RJ2XW
(Agent)XUsed by Agents to Log In/Out.
[PhDN] + Log In/Out + ZZZZ
(ZZZZ = Agent ID code)
/RJLQ
/RJ2XW
(Supervisor)XUsed by Supervisor to Log In/Out
Log In/Out + YYYY
(YYYY = Agent ID code)
$&&DOO 
Program 
[PhDN] in 
Program 39XEach Agent telephone must have a unique, single-
appearing [PhDN] button to receive and originate 
ACD calls. 
When the Agent logs into an ACD Group from any 
single-appearing [PhDN], that [PhDN] is the active 
$&%XWWRQ on the Agent telephone. 
(Supervisor telephones do not require a unique 
[PhDN] button unless the Supervisor telephone will 
be used as an Agent telephone periodically.)
:RUN8QLW
XEnables the Agent to peg an ACD call with an 
account number that will be sent to a SMIS personal 
computer and/or SMDR device.
$&3LFNXS

XXProvides ACD call pickup within the Group. The 
Agent must be logged into the same Group in order 
to pick up the ACD call. The Pickup call is considered 
an ACD call on the MIS status report.
8QDYDLODEOH

XTurns the Agent’s availability off and on. While in this 
mode, the Agent does not receive any new incoming 
ACD calls.
CODE =
Enter the appropriate feature code. See the 
Feature Code Table below.SELECT = Port Number or Range.
To add a port range, enter 
XXX

XXX (low port 
 high port)
Press Button/LED to be defined. 
						

							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
$&6KLIWXEnables the Supervisor to stop new calls from 
entering the ACD Group queue or from ringing 
Agents. The End of ACD Shift mode routes new calls 
to the After Shift destination set in Program 14-6. A 
Supervisor must be logged in to use this button.
7UDQVIHUWR$&
*URXS&RQI7U Q
;;XXProgram this Speed Dial sequence on telephones 
that must transfer calls to ACD Groups. This enables 
one-touch transfer of CO lines (ground/loop start or 
DID/Tie) to ACD Group
;;. ;;= ACD Group 
01~16.
Transfer to an ACD Group is always blind and 
immediate and does not recall the transferring 
station.
If the ACD Group shift is ended or all Agents are 
unavailable, the transferred call is routed per the 
called Group’s After Shift or All Agents Unavailable 
destination.
0RQLWRU
$&&DOOXUsed by Supervisor to monitor Agent calls 
(Supervisor telephone only). Enables the Supervisor 
to listen to any Agent’s ACD calls (not non-ACD or 
PBX calls) by pressing the 
Monitor ACD Call button and 
then entering the Agent’s ID code. 
During Agent monitoring, a one-way talk path 
enables the Supervisor to listen to the Agent/outside 
party conversation without the Agent/caller hearing 
the Supervisor. 
An optional “Call Monitor” tone (dial tone burst) can 
be sent to the Agent/caller every 15 seconds (see 
Program 10-4, LED 03) while the Supervisor is 
monitoring the ACD call. The Agent LCD displays 
MONITOR BY SUPRV when this option is enabled.
4XHXH6WDWXV[PDN] + ;;XProgram these speed dial buttons on the 
Supervisor’s telephone to enable quick access to 
Queue Status, Agent Status, and one-touch 
Supervisor log in. 
(XX = ACD Group 01~16)
$JHQW
6WDWXV[PDN] + 
;;X
5HVHW4XHXH
$ODU P448 XUsed to reset a queue alarm that is sent to the 
Supervisor telephone when the number of calls in 
queue exceeds the limits of queue alarm parameters 
(see Programs 14-71~73, 14-8, 11-6, and 11-7 for 
queue alarm parameters).
ACD Feature Button 
DesignationFeature Code
Program
on Agent 
TelephoneProgram on 
Supervisor 
Telephone
Notes 
						

							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 Station Transfer and 
Supervisors with Busy Station Ring (see Program 35 
BST and BSR).
Speed Dial CodesSpeed Dial 
CodeProgram on 
Agent 
TelephoneProgram on 
Supervisor 
TelephoneNotes
RCTUBA/BB, C/D 
(station)

~
XXAll of the above ACD Features can be programmed 
onto SD buttons or onto speed dial codes. This table 
shows the range of Station and System Speed Dial 
Codes by processor. RCTUBA/BB, C/D 
(system)

~
XX
RCTUE/F (station)
~
XX
RCTUE/F (system) 
~
XX
ACD Feature Button 
DesignationFeature Code
Program
on Agent 
TelephoneProgram on 
Supervisor 
Telephone
Notes 
						

							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 cannot 
function as a Supervisor and Agent station simultaneously. 
If both Agent and Supervisor buttons are assigned to a telephone, the type of log in code (Agent or 
Supervisor) determines how the telephone will function (see Program 14-1 and 14-2).
Agent and Supervisor Telephone Programming Considerations
ACD Agent telephones must be programmed with a [PhDN] button (called the 
$&&DOO button) 
to receive ACD calls. This button must be a unique [PhDN] that appears only on that Agent 
telephone.
The 
$&&DOO button is used to originate and receive PBX calls that register on SMIS when the 
Agent is logged into an ACD Group with the 
$&&DOO button. PBX calls are calls that originate 
from or ring the Agent 
$&&DOO button when the $&&DOO button [PhDN] is dialed or when a 
CO line is programmed to ring the 
$&&DOO button [PhDN]. 
If the Agent’s telephone is not logged into an ACD Group, calls originated or received by the 
$&
&DOO
 button are considered non-ACD calls.
Do not program ACD CO 
/LQH or 3RROHG/LQH*US buttons on Agent telephones. Supervisor 
telephones do not require an ACD [PhDN].
If the ACD call is placed on hold while the Supervisor is monitoring it, there is only silence until 
the Agent takes the call off-hold and monitoring resumes. The Supervisor telephone is busy to new 
calls when in the Monitor mode. (Busy Override, Off-hook Call Announce, and Camp-on are 
available to callers that call a Supervisor in the Monitor or Verify Status mode.)
Important!The Monitor mode is automatically cancelled if an Agent transfers an ACD call.
Related Programs
©Programs ground/loop start CO line ringing assignments (Programs 81~89) for use with 
Overflow/After Shift destinations in Programs 14-4, 14-5, and 14-6.
©Programs CO line Group assignments (Program 16) for lines that are assigned to an ACD 
Group in Program 14-0. 
						

							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 
does not answer, ring next 
idle agent per timer and 
continue until all idle agent 
telephones are rung or  an 
agent answers the call.Loop and ground start 
CO lines are assigned 
to ACD groups in 
Program 14-0.       DID/tie/DNIS/ANI 
line incoming digits 
are assigned to 
ACD Groups in 
Program *09 or 
Program 71.DK built-in Auto 
Attendant “one digit 
prompts” are 
assigned to ACD 
groups in Program 
09.From another ACD 
group: call overflow 
attempt, or all agents 
unavailable, or in 
After Shift mode.
Call is 
routed to 
ACD 
Group.
Is
 an Agent
                    button
idle?
Does an Agent
answer?
Ring No Answer (RNA) 
overflow to destination set 
in Program 14-5.  See 
ACD Flowchart 6-7.Talk on ACD call.
Send call to ACD Group  
queue: go to ACD 
Flowchart 6-2.
Does an 
agent become idle 
before Program 11-4 timer 
expires?Are all 
Agents logged 
out or has the supervisor 
ended the shift?Is the 
call attempting to 
overflow from another 
ACD Group 
queue?
Send ring back tone to the 
caller for the time duration 
set in Program 11-4 or until 
an agent becomes idle.Is the call a direct CO line 
call, or other type: transferred from a 
station or Auto Attendant, routed from 
another ACD group because all agents 
are unavailable or in After Shift 
Mode? If the answer to all the above questions is no, 
then one or more agents are in the available 
mode but are talking on other calls or in After 
Call Work mode.Are all Agents
unavailable?Do not overflow.  Remain in 
original queue and continue 
to look for an idle Agent in the 
overflow group and in the 
original group.
Call routes to ACD Groups 
After Shift destination.  See 
ACD Flowchart 6-5.
Notes©Internal [DN] and external DISA 
callers cannot direct dial into ACD 
Groups.
©If an Agent   ACD Call button is idle, 
ACD calls will busy override and ring 
the button even if an Agent is busy on 
another [DN] or CO           button.
Call routes to ACD Groups 
After Shift destination or 
Overflow Point destination. 
See ACD Flowchart 6-6.
0875
Flowchart 6-1 ACD Group Call Routing 
						

							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 in, but are busy on other calls; or are in “After Call 
Work” mode when the call is directed to the ACD group. Call is sent to ACD group directly by Program 14-0, *09, 
or 71; or, the call is transferred to the group from a station or Auto Attendant (see ACD Flowchart 6-1).
Strata DK Continuously monitors points A, B, and C below.Call enters ACD group queue because all 
agents are busy on calls or in the After Call 
Work mode. While a call is in queue, the 
Strata DK continuously monitors points A, B, 
and C below simultaneously.
If the queue disconnect timer set in Program 
11-9 expires before the call is answered by 
an Agent that goes idle, or the call 
overflows, the Strata DK will disconnects the 
call. Call routed from another ACD 
group because all agents in 
that group are not available 
(see ACD Flowchart 6-6).Call routed from another ACD 
group because the group is in 
the after shift mode,
(see ACD Flowchart 6-5).
Ring agent
ACD call button. Has the 
overall queue 
timer in Program 11-1 
expired?Has 
the call 
reached the overflow 
point in Program 
14-5?Notes
1. “No overflow” means the call will not exit queue to ring the busy overflow 
destination. The call exits queue and rings the busy overflow destination as 
soon as the destination goes idle.
2. “Overflow” means the call will exit an ACD queue and busy override or mute 
ring the busy destination.
3. System [DNs] include: Program 04 [PDNs]/[SDNs], and Program *04 
[PhDNs].
4. The call will not overflow into a DH queue when all DH Group members are 
busy or in DND.0846
Go to ACD Flowchart 6-4
“Queue Point” and 
Flowcharts 6-8 ~ 6-11
“Queue Pattern Configurations.” Go to ACD Flowchart 6-3
“Queue Overflow Time Out.”
Overflow To Busy Destination Operation:
Tie/DID/DNIS/ANI
Lines Ground/loop
Start Line Overflow
Destination (Busy)
System [DN]
3
Distributed Hunt Group
Normal Ring Stations
Auto Attendant
Attendant Console
Another ACD Group
*14-2  [DN]No Overflow
No Overflow
4
See *14-2 Port
See 
*14-2 Port
Overflow
No Overflow
No Overflow No Overflow
1
No Overflow4
Overflow2
Overflow
Overflow
No Overflow
N/A
Flowchart 6-2 ACD Group Queue/Overflow Operation 
						

							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 
ground/loop start 
or Tie/DID/
DNIS/ANI?Is an agent ACD 
Call button idle in the 
overflow group?
Call remains in queue: the Strata DK 
continuously monitors for an idle agent, 
queue overflow timer – time out, or 
overflow point per Program 14-5 (See 
ACD Flowchart 6-2).
CO lines will atttempt to exit the ACD group’s queue and will route to the group’s “Queue Time-out Overflow Destination” 
set in Program 14-4. 
In some cases, if that destination is busy, the call remains in queue as shown below:
Only one destnation can be assigned in Program 14-4 per ACD group.
Queue Timeout Overflow 
Destination is a system 
[DN], DH, or attendant port 
number. Program 14-4 (see 
record sheet )
Ring system, DH, [DN], 
or console port 
assigned in Program 
14-4.
Ring an idle agent in the 
overflow group or idle system 
[DN] or DH assigned in 
Program 14-5.Ring the idle system [DN] 
assigned in Program 
*14-2. Ground/loop start: busy 
override ring system [DNs] per 
Programs 81, 84, 87 and 
*81, *84, *87 (no delayed ring).
Call connects to the DK 
Auto Attendant calls 
routed per AA assignment 
programs. The call remains in 
original queue until an 
agent ACD C    all 
button or an overflow 
destination assigned in 
Programs 14-4 or 14-5 
becomes idle.
Ring idle agent ACD Call 
button: if agent answers, talk 
on ACD call. if no answer, 
ring another idle agent ACD 
Call  button or go to RNA 
destination (ACD Flowcharts 
6-8~6-11).
The call will remain in queue 
until an agent or an overflow 
destination assigned in 
Program 14-4 or 14-5 
becomes idle. Ground/loop start: 
ring system [DN] Per 
Programs 81, 84, 87 
and 
*81, *84, *87 
(no delayed ring).
Tie/DID/DNIS/ANI 
RING system [DN] 
per Program 
*14-2. Queue Timeout Overflow 
Destination is normal CO line 
ringing assignment. Program 
14-4 (321, 441)Queue Timeout Overflow 
Destination is Strata DK 
built-in Auto Attendant. 
Program 14-4 (320, 440)Queue Timeout Overflow 
Destination is another ACD 
group. Program 14-4: 
RCTUBA/BB, RCTUC/D  
(301~316), RCTUE/F (401~416)
Call enters ACD queue: calls waiting in an ACD group’s queue can be sent to 
an overflow destination if they have been in queue longer than the time 
duration set in Program 11-1 (Queue Over ow Timer).
Is the 
destination in 
Program 14-5 an idle 
DH, ACD group, or
system [DN]
port?
0876
Notes
System [DNs] include:
Program 04 [PDNs]/[SDNs]
Program 
*04 [PhDNs]
DH = Distributed Hunt Group
NoteIf the 
station port is 
an RATU 
Attendant Console 
port, the call overflows 
to the console: idle or 
busy.
Flowchart 6-3 ACD Time Out Overflow 
						

							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    ACD Call
 button idle in the 
group? Call remains in queue. The Strata DK 
continuously monitors for an idle agent, 
queue overflow timer – timeout per 
Programs 11-1, and 14-4, or overflow 
point Per program 14-5 (see ACD 
Flowchart 6-2).
CO lines will attempt to exit the ACD group’s queue and route to the group’s “Overflow Point Destination” set in Program 14-5 (see ACD 
Flowchart 6-8~6-11). If that destination is busy, the call remains in queue as shown below.
Only one destination can be assigned in Program 14-5 per ACD group.
NoteThe destination assigned in Program 14-5 will also be the RNA destination of the ACD group (see ACD Flowchart 6-7).
OP Destination is a system 
[DN], DH  or attendant 
console port number. 
Program 14-5 (see record 
sheet)
Ring system DH, 
[DN], or console  
port assigned in
Program 14-5.
Ring the idle system [DN], DH 
or assigned in Program 
*14-2. Ground/loop start: busy 
override ring system [DN]* 
per Programs 81, 84, 87, and  
*81, *84,*87  (no delayed 
ring).
Call connects to the DK 
AA, call routed per AA 
assignment programs. The call remains in queue 
until an agent  ACD Call 
button or an overflow 
destination assigned in 
Program 14-4 or 14-5 
becomes idle. Ring idle agent  ACD Call 
button: if agent answers, talk 
on ACD call. If no answer, 
ring another idle agent ACD 
Call  button or go to RNA 
destination
(ACD Flowchart 6-3).
The call will remain in 
queue until an agent or an 
overflow destination 
assigned in Program 14-4 
or 14-5 becomes idle. Ground/loop start: ring 
system [DN] per 
programs 81, 84, 87, 
and 
*81, *84, *87 (no 
delayed ring).
Tie/DID/DNIS/ANI 
RING System [DN] 
per Program 
*14-2. OP Destination is normal 
CO line ringing 
assignments.
Program 14-5 (321, 441)Queue Timeout Overflow 
Destination is DK 
built-in AA.
Program 14-5 (320, 440)Queue Timeout Overflow 
Destination is another ACD 
group. Program 14-5:
RCTUBA/BB, RCTUC/D 
(301~316), RCTUE/F (401~416)
Call enters ACD queue: calls waiting in an ACD group’s queue can 
be sent to an overflow destination if they have received a specified 
number of announcement messages and music sequences (overflow 
point) determined by Program 14-5 (see ACD Flowchart 6-8~6-11).
0877
Notes
System [DNs] include:
Program 04 [PDNs]/[SDNs]
Program 
*04 [PhDNs]
DH = Distributed Hunt Group
Is destination 
busy? (See Note.)
NoteIf the 
station port is 
an RATU 
Attendant Console 
port, the call overflows 
to the console: idle or 
busy.
Flowchart 6-4 ACD Overflow Point