Toshiba Strata Dk14, Dk40i, Dk424 Programming Manual

							Automatic Call Distribution
Program 39 – Flexible Button Assignments for ACD Telephones
Strata DK Programming 5/996-45
Automatic Call Distribution
No
Yes
Yes
NoYes Yes Yes
Yes
No
YesNo
Yes
Or
OrOrOr
OrOr
End of ACD Shift Conditions
Ring idle agent
Is 
destination busy?Is 
destination busy?Is an agent 
ACD Call   button idle 
in the group?
Are  all 
agents Busy or in the 
After Call Work 
Mode? Supervisor presses End of ACD 
Shift button.
CO lines that normally route to the ACD group will only route to the groups After 
Shift Destination set in Program 14-6.
Only one destination per ACD group can be assigned in Program 14-6.All agents  Unavailable and 
Program 10-4 LED 4 OFF. All agents 
logged out.
Ring system [DN], 
DH, or console port 
assigned in
Program 14-5.If agent answers, 
talk on ACD call if 
no answer, ring 
another idle agent 
ACD Call button or 
go to RNA 
destination (see 
ACD Flowchart 6-7)
The group’s shift is ended or all 
agents are not available:
Route call to the groups “EOS” or 
“All agents unavailable” 
destination.
Important! If this destination is the 
same ACD Group from 
which the call originated  
(including back to 
itself), the call will be 
routed as follows:  
ground/loop lines to 
Programs 81~89 and 
*81, 
*84, 
*87 [DNs] and 
DID/tie/DNIS/ ANI 
lines to Program 
*14-2 
System [DNs]* assigned 
to this Group.
Ground/loop start: connect to 
DK built-in Auto Attendant and 
route call per AA programming 
DID/tie/DNIS/ANI line:
Ring or Camp-on to station as 
programmed in Program 
*14-2.
Ground/loop start: Busy 
Override ring the system 
[DN]  or attendant console 
port assigned.
DID/tie/DNIS/ANI line:
Camp-on Busy to the 
system [DN], DH, or 
console port assigned.
Call enters the back of the  
groups queue and follows 
the queue pattern and 
overflow assignments for 
the group. Ground/loop start: Busy 
Override ringing all busy 
system [DN] assigned in
Programs 81~89 and  
*81, *84, *87 
DID/tie/DNIS/ANI line:
Camp-on Busy to system 
[DN]*  assigned in 
Program 
*14-2 or console 
port assigned.Ground/loop start:
ring system [DN] per 
Programs 81~89 and 
*81, *84, *87.
TIE/DID ring system 
[DN] per 
Program 
*14-2. After Shift Destination is 
Normal CO line ringing 
assignments.
Program  14-6 (321, 441) After Shift Destination is a 
system [DN] or DH or 
attendant console port 
number.
Program 14-6 (see record 
sheet)After Shift Destination is 
another ACD group.
Program 14-6: RCTUBA/BB, 
RCTUC/D (301~316), 
RCTUE/F (401~416)After Shift Destination is 
DK built-in Auto Attendant.
Program  14-6 (320, 440)
NoteCalls that are already in queue when the shift is 
ended remain in queue until answered by an idle 
agent, they overflow, the caller hangs up, or the 
disconnect timer (Program 11-9) expires.
0878
Notes
System [DNs] include:
Program 04 [PDNs]/[SDNs]
Program 
*04 [PhDNs]
DH = Distributed Hunt Group
Flowchart 6-5 After Shift Operation 
						

							Automatic Call Distribution
Program 39 – Flexible Button Assignments for ACD Telephones
6-46Strata DK Programming 5/99
No
Yes
Yes
NoYes YesLED 04 OFF
LED 04 ON
Yes
Yes
No
YesNo
Yes
OrOrOr
All agents in ACD group are unavailable when a call is transferred to the group from a station or Auto Attendant, or 
routed to the group directly by Programs 14-0 or 
*09.
Ring idle agent. Is 
destination 
busy?Is 
destination 
busy?Is an 
agent    ACD Call 
button idle in the 
group? Is LED 04 
in Program 10-4 
turned off or on?
Are 
all agents 
busy or in after call work 
mode? CO lines that normally route to the ACD group will route to the overflow point 
destination set in Program 14-5 (see ACD Flowchart 6-4).
Only one destination  per ACD group can be assigned in Program 14-5.
Ring system 
[DN], DH or 
console port 
assigned in
Program 14-5.If agent answers, 
talk on ACD call. If 
No Answer, ring 
another idle agent 
ACD Ca   ll button 
or go to RNA 
destination (see 
ACD Flowchart 
6-3).
The group’s shift is ended or all agents 
are not available:
Route call to group’s “EOS” or “All Agents 
Unavailable” destination.
Important! If this destination is the same 
ACD Group from which the 
call originated from (including 
back to itself), the call will be 
routed as follows:  ground/loop 
lines to Program 81 ~ 89 and 
*81, 
*84, 
*87 [DNs] and 
DID/tie/DNIS/ANI lines to 
Program 
*14-2 system [DN]* 
assigned to this group.Ground/loop start:
connect to Strata DK AA 
and route call per AA 
programming.
DID/tie/DNIS/ANI line:
ring or camp-on to station 
programmed in Program 
*14-2.
Loop/ground start: busy 
override ring system [DN]* 
per programs 81, 84, 87, 
and 
*81, 
*84, 
*87.
DID/tie/DNIS/ANI line: 
camp-on busy to system 
[DN]*, DH, or attendant 
console port assigned.
Call will enter the 
back of the 
group’s queue 
and follow the 
queue pattern and 
overflow 
assignments for 
the group. Loop/ground start: busy 
override ringing the busy 
system [DN] assigned in
programs 81 ~ 89, and 
*81, 
*84, 
*87.
DID/tie/DNIS/ANI line: 
camp-on busy to system 
[DN] assigned in Program 
*14-2.Ground/loop start: 
ring system [DN] per 
Programs 81~89, and 
*81, 
*84, 
*87 
tie/DID/DNIS/ANI ring 
station port per 
Program 
*14-2. All Agents Unavailable: 
Destination is normal CO 
line ringing assignments.
Program 14-5 (321, 441) All Agents Unavailable: 
Destination is a system 
[DN], DH, or attendant 
console port number. 
Program 14-5 (000~255)All Agents Unavailable: 
Destination is another ACD 
group.
Program 14-5: RCTUBA/BB, 
RCTUC/D (301~316), 
RCTUE/F (401~416).All Agents Unavailable: 
Destination is Strata DK 
built-in AA.
Program 14-5 (320, 440) Call routes to the ACD 
group’s After Shift 
Destination set in Program 
14-6 (see ACD Flowchart 
6-5).
NoteCalls that are already in queue when all agents go Unavailable are 
treated as any other call in queue. A call remains in queue until it 
is answered by an idle agent, it overflows,  the caller hangs-up, or 
the Strata DK disconnect timer set in Program 11-9 expires and 
releases the call.
0879
Notes
System [DNs] include:
Program 04 [PDNs]/[SDNs]
Program *04 [PhDNs]
DH = Distributed Hunt Group
Flowchart 6-6 All Agents Unavailable Operation 
						

							Automatic Call Distribution
Program 39 – Flexible Button Assignments for ACD Telephones
Strata DK Programming 5/996-47
Automatic Call Distribution
Yes
NoYes Yes
YesYes
Yes
No
OrOrOr
An ACD call routes to an idle agent telephone, but it is not answered when it rings.
0880
Talk on ACD call.
Ring idle agent 
ACD Call    button. Is 
destination 
busy?Is 
another agent 
idle?Does agent 
answer ACD Call  
button before ring agent 
timer expires?
Is an 
agent ACD Call 
button idle in the 
group?
CO lines that normally route to the ACD group will route to the group’s overflow point destination set in 
Program 14-5 (see ACD Flowchart 6-8~6-11). Only one destination  per ACD group can be assigned in 
Program 14-5.
The destination assigned in Program 14-5 will also be the overflow point destination.
Ground/loop start:
connect to Strata DK AA 
and route call per AA 
programming.
DID/tie/DNIS/ANI line:
ring or camp-on to station 
programmed in
Program 
*14-2.
Loop/ground start: busy override ring 
system [DN] per Programs 81, 84, 87, 
and 
*81, *84, *87 (see Notes).
DID/tie/DNIS/ANI line: camp-on busy to 
system [DN], DH, or console port 
assigned.If an agent answers, talk on ACD call.  If no 
answer, ring another idle agent or go to RNA 
destination of this group.
If the RNA destination of this group is the 
ACD group from which the call originated, the 
call will be sent to the lines normal ring 
pattern in Programs 81~89, and 
*81, *84, *87 
[DN]; or, if tie/DID/DNIS/ANI line, to the 
system [DN] assigned in Program 
*14-2. Loop/ground start: ring or 
busy override ring the 
system [DN] in normal 
ringing assignments per 
Programs 81~89, and 
*81, 
*84, *87 (see Notes).
DID/tie/DNIS/ANI LINE: 
ring or camp-on to system 
[DN]  assigned in Program 
*14-2 of original ACD 
group. Ring No Answer 
destination is normal CO 
line ringing assignments.
Program 14-5 (321, 441) Ring no answer destination
is a system [DN] or DH 
attendant console or DH port 
number. Program 14-5Ring No Answer destination 
is another ACD group.
Program 14-5: RCTUBA/BB, 
RCTUC/D (301~316), 
RCTUE/F (401~416)Ring No Answer 
destination is Strata DK 
built-in AA.
Program 14-5 (320, 440) Ring agent telephone for the 
time duration of the “Ring 
Agent Timer” Set in Program 
11-2 (see Notes).
YesYes No
No
Ring system [DN], DH,  or 
console port assigned in
Program 14-5. Notes
lIf two consecutive ACD calls sent to 
an idle agent telephone are not 
answered, the telephone will be placed 
in the Unavailable mode automatically.
lIf the agent presses a [DN] or another 
CO  Line  button, while the ACD line 
is ringing, the ACD call will mute ring 
the Agent telephone.
lIf the call entered the ACD queue prior 
to Ring No Answer operation, delay 
ringing assignments will not ring; only 
immediate ring assignments (Programs 
81, 84, 87 and 
*81, 
*84, 
*87) will ring.
Notes
System [DNs] include:
Program 04 [PDNs]/[SDNs]
Program 
*04 [PhDNs]
DH = Distributed Hunt Group
Flowchart 6-7 Agent Telephone Ring No Answer Operation 
						

							Automatic Call Distribution
Program 39 – Flexible Button Assignments for ACD Telephones
6-48Strata DK Programming 5/99
Yes
Start: call enters queue from ACD Flowchart 6-1.
No
No  
Continue
Yes, overflow
point 1.
No, send
continuous 
music.Yes, continue to repeat
announcement/music. Caller continues to hear 
music source.Has the     
Program 11-51 music timer 
expired?In Program 14-5, set the overflow 
point data to “1” and set the desired 
overflow destination.
The call will attempt to overflow per 
ACD Flowchart 6-4 at this point.
Should the call 
overflow after the Program 
11-51 music timer 
Should the 
caller receive the 1st 
announcement again when 
the music time in 
Program 11-51 
expires? Caller is connected to 1st announcement port. 
this port is assigned in Program 14-3.
After the 1st announcement ends and hangs 
up, the caller is connected to the music 
source assigned in Program 14-34; the caller 
will hear music from this source for the time 
duration set in Program 11-51.
In Program 14-5, set overflow 
point data to “0”. NoteThe call will attempt to exit queue 
when:
©an Agent telephone goes idle.
©the queue timer in Program 
11-1 expires.
©the call reaches the overflow 
point.
©the disconnect timer in 
Program 11-9 expires.
©the caller hangs up.
To continue to send music to the 
caller until the call exits queue: in 
Program 14-32, program a vacant 
station port as Announcement 2.  A 
circuit card does not have to be 
installed for the vacant port.
The caller will continue to hear 
uninterrupted music until the call 
exits queue. The call will exit queue 
when:
©an agent goes idle.
©the call overflows when the 
overflow timer in Program 11-1 
expires.
©the caller hangs up.
©the disconnect timer in Program 
11-9 expires.
In Program 14-35, set the repeat 
announcement data to “1”.
The caller will be reconnected to the 1st 
announcement. When the announcement 
ends, the caller will be reconnected to the 
music source for the time duration set in 
Program 11-51.  This sequence will 
continue to repeat until the call exits 
queue. the call will exit queue when:
©an agent goes idle.
©the call overflows when the overflow 
timer in Program 11-1 expires.
©the caller hangs up.
©the disconnect timer in Program 11-9 
expires.
0881
©Overflow after announcement/music
...or
©Repeat announcement/music
...or
©One announcement then continous music
Flowchart 6-8ACD Queue Pattern Configuration – One Announcement Only 
						

							Automatic Call Distribution
Program 39 – Flexible Button Assignments for ACD Telephones
Strata DK Programming 5/996-49
Automatic Call Distribution
Yes
Start: call enters queue from ACD Flowchart 6-1.
No
Yes
No
No
Continue
Yes,
Overflow
Point 2
Repeat second
announcement
and music only. Caller is connected to second announcement port. 
This port is assigned in program 14-33 (not 
Program 14-32).Has the Program 
11-51 music timer expired?
Caller continues to hear 
music source.Caller continues to hear 
music source.
Has the     
Program 11-53      
music timer expired?
In Program 14-5, set the overflow 
point data to “3” and set the desired 
overflow destination.
The call will attempt to overflow per 
ACD Flowchart 6-4 at this point.Should 
the call 
overflow after the 
Program 11-53 music 
timer expires? Caller is connected to first announcement port. 
This port is assigned in Program 14-3.
After the first announcement ends and hangs up, 
the caller is connected to the music source 
assigned in Program 14-34; the caller will hear 
music from this source for the time duration set in 
Program 11-51.
After the second announcement ends and hangs 
up, the caller is connected to the music source 
assigned in Program 14-34; the caller will hear 
music from this source for the time duration set in 
Program 11-53 (not Program 11-52).
Should the call 
continue to receive the 
first and second announcement 
or only the second when the music 
timer in Program 11-53 
expires? In Program 14-5, set overflow point data to “0”.In Program 14-35, 
set the repeat 
announcement data 
to “1”. In Program 14-35, 
set the repeat 
announcement data 
to “3”. NotesThe call will attempt to exit 
queue when:
©an Agent telephone goes 
idle.
©the queue timer in Program 
11-1 expires.
©the call reaches the overflow 
point.
©the caller hangs up.
©the disconnect timer in 
Program 11-9 expires.
In Program 14-32, set the 
announcement port data to 
blanks using K01 on the 
programming telephone.
0847
Repeat first and second announcment and music until:
©an agent goes idle.
©the call overflows when the overflow timer in Program 
11-1 expires.
©the caller hangs up.
©the disconnect timer in program 11-9 expires.
©Overflow after second announcement/music
...or
©Repeat announcement/music
Flowchart 6-9ACD Queue Pattern Configuration – Two Announcements 
						

							Automatic Call Distribution
Program 39 – Flexible Button Assignments for ACD Telephones
6-50Strata DK Programming 5/99
Yes
Start: call enters queue from ACD Flowchart 6-1.
No
Yes
No Caller is connected to second announcement port. 
this port is assigned in Program 14-32 (not 
Program 14-33). Caller continues to hear 
music source.Has the
Program 11-51
music timer expired?
Caller continues to hear 
music source.Has the
Program 11-52
music timer
expired? Caller is connected to first announcement port. 
This Port Is Assigned In Program 14-3.
After the first announcement ends and hangs up, 
the caller is connected to the music source 
assigned in Program 14-34; the caller will hear 
music from this source for the time duration set in 
Program 11-51.
After the second announcement ends and hangs 
up, the caller is connected to the music source 
assigned in Program 14-34; the caller will hear 
music from this source for the time duration set in 
Program 11-52 (not Program 11-53).
To continue to send music to the caller until the call exits queue:
1. In Program 14-33, program a vacant station port as Announcement  3. A circuit 
card does not have to be installed for vacant port.
2. In Program 14-5, set overflow point data to “0”.
The caller will continue to hear uninterrupted music until the call exits queue. The 
call will exit queue when:
©an agent goes idle.
©the call overflows when the overflow timer in Program 11-1 expires.
©the caller hangs up.
©the disconnect timer in Program 11-9 expires.Continue NotesThe call will attempt to exit queue 
when:
©an agent telephone goes idle.
©the queue timer in Program 11-1 
expires.
©the call reaches the overflow 
point.
©the caller hangs up.
©the disconnect timer in Program 
11-9 expires.
0848
©Two announcements, then continued music
ACD Queue Pattern Configuration – Two Announcements (continued) 
						

							Automatic Call Distribution
Program 39 – Flexible Button Assignments for ACD Telephones
Strata DK Programming 5/996-51
Automatic Call Distribution
Start: call enters queue from ACD Flowchart 6-1.
Yes No
No
No
Yes
Overflow
point 3
Yes
Yes
No3rd only
1st, 2nd, and 3rd2nd and 3rd
Caller is connected to 2nd announcement port. 
This port is assigned in Program 14-32.In Program 14-35, set the 
repeat announcement data to 
“2”.
In Program 14-35, set the 
repeat announcement 
data to “3”.
In Program 14-5, set the overflow point 
data to “3” and set the desired overflow 
destination.
The call will attempt to overflow per ACD 
Flowchart 6-4 at this point in queue.Caller continues to hear 
music source.
Caller continues to 
hear music source.
In Program 14-5, set 
overflow point data to “0”. Caller continues to hear 
music source.Has the
Program 11-51 music timer 
expired?
Has the     
Program 11-52 music timer 
expired?
Has the     
Program 11-53 music timer 
expired?
Should 
the call 
overflow after the 
Program 11-53 music 
timer expires?Should the 
caller continue to 
receive the 1st, 2nd and 3rd 
announcements, or 2nd and 3rd 
announcements, or only the 3rd 
announcement when the music 
timer in Program 11-53 
expires? Caller is connected to 1st announcement port. This 
port is assigned in Program 14-31.
After the 1st announcement ends and hangs up, the caller is connected to the music 
source assigned in Program 14-34; the caller will hear music from this source for the time 
duration set in Program 11-51. 
After the 2nd announcement ends and hangs up the caller is connected to the music source 
assigned in Program 14-34; the caller will hear music from this source for the time duration set 
in Program 11-52.
After the 3rd announcement ends and hangs up the caller is connected to the music source 
assigned in Program 14-34; the caller will hear music from this source for the duration set in 
Program 11-53.In Program 14-35, set the repeat 
announcement data to “1”.
NotesThe call will attempt to exit queue 
when:
• an agent telephone goes idle.
• the queue timer in Program 11-1 
expires.
• the call reaches the overflow 
point.
• the disconnect timer in Program 
11-9 expires.
• the caller hangs up.
0882
Caller is connected to 3rd announcement port. This port 
is assigned in Program 14-33.
Flowchart 6-10ACD Queue Pattern Configuration – Three Announcements 
						

							Automatic Call Distribution
Program 39 – Flexible Button Assignments for ACD Telephones
6-52Strata DK Programming 5/99 
						

							Strata DK Programming 5/997-1
ISDN
ISDN7
This chapter provides you with an overview of Integrated Systems Digital Networking (ISDN) and 
provides step-by-step instructions to fill in the ISDN record sheets. Included is an overview of 
system and trunk programming for ISDN.
System Programs Overview
System programming for ISDN has some commonalities with T1 programming. ISDN 
programming follows two different paths, depending on whether Basic Rate Interface (BRI) or 
Primary Rate Interface (PRI) is being installed. Refer to Flowchart 7-1 and the following steps for 
an overview of each program’s purpose.
ISDN features can be programmed onto the following systems as described:
©DK40i and DK424 – support BRI S/T
©DK40i and DK424 – will support BRI U basic features in Release 4.2
©DK424 supports PRI 
						

							ISDN
System Programs Overview
7-2Strata DK Programming 5/99
Flowchart 7-1 ISDN System Programs
äTo record and enter the data for ISDN system programs
1. Run Program 03-Assign the RPTU (PRI) PCB slot position as type 79. (See “Program 03 for 
DK424 – Flexible PCB Cabinet Slot Assignments” on Page 3-6.) Assign the RBSU without 
the RBSS piggy-back board as type 77 and the RBSU with the RBSS piggy-back as type 78.
2. For BRI, run Program *60 to assign each circuit for CO line (TE) or Station (NT) operation.
3. Turn system power supply OFF (five seconds) and ON to activate Program 03 and *60 
program data. 
NoteThese are the only programs relating to RPTU operation that require system power to be 
cycled OFF and ON.
4. For PRI, run Program *43 to assign which channel on the PRI link is used for the 
D-channel. The second assignment specifies the card slot of additional PRI links that are 
dependent on the master D-channel PRI. The third assignment sets the ID code for the PRI 
link. For BRI, skip to Step 5.
*41 T1  Assignments
*42 Clock SourceProgram *60
Assign BRI circuits 
for CO line (TE) 
or Station (NT) 
operation.
System power must cycle OFF and ON to effect changes.T1 BRIPRI Program 03
Assign BRI or 
PRI card slots.
Program *43
Assign the PRI 
D-channel and 
network interface.Program *44 
Initialize BRI 
Service Profile ID 
(SPID) number.
*42 Clock Source
Program *63
Set ISDN dialing 
timers.
2934