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Toshiba DK424I, dk14, DK40I manual Automatic Call Distribution

Models: DK40I dk14

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Automatic Call Distribution

Automatic Call Distribution	6

This chapter provides ACD programming information for the Strata DK40i, DK424 and DK424i systems and their stations. ACD is not available for the DK14.

The programs specific to ACD are listed below.

♦Program 03 – RSIU, RSSU, PIOU, or PIOUS ACD/MIS Slot Assignments

♦Program 09 – Auto Attendant Prompt/ACD Group Assignments

♦Program *09 – ACD Group DID/Tie Line Digit Assignments (use if Program 71 is not used)

♦Program 10-4– ACD Parameters

♦Program 11 – ACD Timing Assignments

♦Program 14-0– Loop/Ground Start CO Line Direct Ring to ACD Group Assignments

♦Program 14-1– ACD Agent Identification Code Assignments

♦Program *14-1– Auto Answer with Zip Tone Assigned to Agent ID

♦Program 14-2– ACD Supervisor Passwords

♦Program *14-2– DID/Tie/DNIS/ANI Line After Shift and Overflow Substitution Destination

♦Program 14-3– Announcement/Music Port Assignments and Queue Pattern

♦Program 14-4– Queue Time Out Overflow Destination

♦Program 14-5– Overflow Point and Ring No Answer Routing Destination Assignments

♦Program 14-6– After Shift Service Destination

♦Program 14-71– Queue Size for Alarm (Immediate Assignments)

♦Program 14-72– Queue Size for Alarm 1 (See also Program 11, code 6)

♦Program 14-73– Queue Size for Alarm 2 (See also Program 11, code 7)

♦Program 14-8– Alarm Pattern Assignments

♦Program 14-9– Work Unit Assignments (Work Unit/Stroke Digit Length)

♦Program 15 – Ground/Loop/Tie/DID Line Options

♦Program 17 – DID/Tie Line Options

♦Program 18 – Agent ID Code Name for MIS Assignments

♦Program 35 – Station Class of Service

♦Program 39 – Flexible Button Assignments for ACD Telephones (in System and Station Chapter)

♦Program 71 – DID/Tie/DNIS/ANI Lines (use if Program *09 is not used)

Star (*) programs are the newer programs, and they are located behind the program of the same name (e.g., Program *14-2 follows Program 14-2).

Automatic Call Distribution

Strata DK Programming 5/00

6-1

Image 299

Toshiba DK424I, dk14, DK40I manual Automatic Call Distribution

Contents

Software Release Software Release 4.3 and ACD Digital Business Telephone SolutionsProgramming Manual 726+,%$Important Notice — Music-On-Hold Strata DK General End User InformationFCC Requirements Radio Frequency InterferenceChapter 2 – Initialization & Test ContentsIntroduction Chapter 1 – Overview3-12 Chapter 4 – Toll Restriction Chapter 5 – Least Cost Routing Chapter 7 – ISDN Chapter 6 - Automatic Call DistributionChapter 8 – E911 Glossary/Index IntroductionOrganization See Figure Conventionsviii EnterGeneral Descriptions Installation and ProgrammingFeature Description Related Documents/MediaCD-ROMs Quick Reference GuidesNumerical Program Listing OverviewSystem OverviewNumerical Program Listing Program TitleStrata DK Programming 5/00 OverviewNumerical Program Listing OverviewStrata DK Programming 5/00 OverviewNumerical Program Listing Toll Restriction Class ParametersStrata DK Programming 5/00 OverviewNumerical Program Listing Direct Inward Dialing ParametersStrata DK Programming 5/00 OverviewNumerical Program Listing Call Forward Station Ring Assignment ReleaseOverview Alphabetical Program ListingFeature or Topic Feature or TopicDNIS OverviewAlphabetical Program Listing Strata DK Programming 5/00Physical Port Display/Change OverviewAlphabetical Program Listing Strata DK Programming 5/00see Figure How to Program a Strata DK SystemProgramming Section Layout 1-10To use the program sequence on the record sheet Program Sequence1-11 Simple Programs Multidimensional ProgramsProgramming Data Variations 1-12Programming LED Buttons Keystrip Template 1-13To check the status of a CO line in Program 1-14 First-timeProgrammingStep 1: Check Minimum Hardware Requirements Step 2 Initialize the SystemStep 6: Run Additional Programs as Required Step 3: Run Programs 03 andStep 4: Run Program Step 5: Set Date, Time and DayProgramming Examples Programming Examples1-16 OverviewInitialization & Test Program 91-9Overview Program 91-9– System Initialization“Programming Examples” on Page Program 91-9ExampleInitialization & Test Program 91-9– System InitializationProgram 90 Overview Program 90 – Initialize Programs 00~*996SNU6SHDNHU+ROG Program 90 ExampleInitialization & Test Program 90 – Initialize Programs 00~*99CAUTION! Running Program 91-1drops all calls Program 91-1Overview6SNU6SHDNHU Program 91-1ExampleInitialization & Test 6SNU6SHDNHU+ROGProgramming Taking Effect Program 91-2OverviewProgram 92 Overview Program 92 – Initializing Misc. Backup RAM5. Select one of the following Program 92 Example2-10 Action press buttons + LED Buttons 2-11Program 92 – Initializing Misc. Backup RAM Initialization & TestPassword = Program 00 – Part 1: Software Check2-12 Initialized Default: NoneCode 0, ROM Version Program 00 Part 1 - OverviewProgram 00 Part 1 - Example 2-131111 2-14Initialization & Test Program 00 – Part 1: Software CheckDisplay General RAM Test Results Backup RAM TestProgram 00 – Part 2: Processor RAM Test General RAM TestTEST 2 X=OK Y=OK Display Backup RAM Test ResultsProgram 00 Part 2 - Overview 2-16Program 01 Overview System & StationProgram 02 Overview Program 03 for DK14 – Slot Assignments Processor Type: DK40i Program Type: System DK40i Base KSUDK40i Expansion KSU System & StationProgram 03 for DK40i - Overview DK424 Expansion Cabinet DK424 Base CabinetDK424 Expansion Cabinet DK424 Expansion CabinetDK424 Expansion Cabinet DK424 and DK424i PCB CodesDK424 Expansion Cabinet DK424 Expansion CabinetDK424i Expansion Cabinet DK424i Base CabinetDK424i Expansion Cabinet DK424i Expansion CabinetDK424i Expansion Cabinet Program 03 for DK424i - OverviewPIOU/PIOUS/RSSU RCTU and BCU 3-10RCIU/RCIS or RCIU2/RCIS RWIU6SNU6SHDNHU+ROG Program 03 Example3-11 System & StationSystem & Station Program *03 - Overview3-12 Initialized Default: All cabinets =System & Station Program 04 – Station Logical Port PDN AssignmentDK14 Record Sheet 3-133-14 DK40i Record SheetProgram 04 – Station Logical Port PDN Assignment DK424 or DK424i Record Sheet3-15 System & StationSystem Program 04 Overview3-16 Logical &Program 04 – Station Logical Port PDN Assignment Program 04 Example3-17 System & StationProgram Type: Station 3-18Initialized Default: See the legend below System & Station3-19 Program *04 OverviewProgram 05 – Flexible Access Code Numbering Program 05 – Flexible Access Code Numbering3-20 Initialized Default: See record sheetSystem & Program 05 Overview3-21 3-22 Program *05 OverviewSystem & Station Program 09 Overview3-23 Initialized Default: BlankTo assign a digit menu prompt to an ACD Group 3-24Processor Type: See legend below 3-25Initialized Default See legend below System & Station3-26 Program *09 OverviewProgram Type: System Program 10-1– System Assignments, Part 1 of3-27 System & StationLED 20: Two-COLine Conference LED 17: Station-to-StationCall Volume PADProgram 10-1Overview 3-28LED 06: CO Line Repeat Ringing LED 04: Dual-tone Multi-frequencyDTMF Signal Time3-29 LED 07: Ring Transfer of CO Line AllowedProgram Type: System Program 10-2– System Assignments, Part 2 of3-30 System & StationLED 18 Two-COLine Conference Program 10-2Overview3-31 LED 20: Padded Tone ReturnLED 13: Auto Callback Camp-onTone 3-32LED 15: External Page Included with All Call Page LED 14: Privacy Override Warning ToneLED 05 Music-on-holdor Ring Back Tone 3-33LED 08: Display Dialed Number Timing LED 07: Standard Telephone Distinctive RingLED 01: Tone First/Voice First-DSSConsole 3-34LED 20: SMDI Message Desk Number Program 10-3– System Assignments, Part 3 ofProgram 10-3Overview 3-353-36 LED 19: Speed Dial Entry TimeoutLED 14: RS-232Voice Mail Signaling Method LED 09: SMDI Bellcore Standard Version 3-37LEDs 13-10:SMDI Station Number Digit Length LED 08: Caller ID / Automatic Number IDLEDs 01~04: Amplified Conference Assignments Example3-38 3-39 LED 10 Not Used LED 11 PRI ISDN TimerProgram 10-4- ACD/ISDN/Tandem Parameters Program 10-4Overview3-40 LED 12: BRI ISDN TimerLED 14: ISDN Start Button Access Code Release Release 4.3 OnlyDK40i = RCTUA = RCTUBA/BB, B1CU = 3-41Initialized Default: Blank Program *10 – Enhanced 911 Operation3-42 Initialized Default: See each program3-43 Program *10-91– E911 Interdigit TimerProgram *10-92– E911 Pause Before Send Timer Programs *10-11and *10-12Overview3-44 Code 1: Standard Telephone Ring Down TimerProgram 12 – System Assignments, Basic Timing Program 12 OverviewCode 5: Pause After Flash 3-45Code 3: Pause Timing Code 4: Flashing Timing3-46 Program 13 – Defining the Message CenterProgram 13 Overview System & Station Program 15 – Ground/Loop/Tie/DID Line Options3-47 Initialized Default: All LEDs are OffCode 2: Line Pulse DP Rate Code 1: CO Outgoing SignalProgram 15 Overview 3-48Code 8: Operation After CO Line Flash 3-49Code 4: Automatic Release AR Time Code 5 Tandem Line ConnectionSystem & Station Program *15 - CO Line Tenant AssignmentsProgram *15 Overview 3-50Program Type: System Program 16 – Assign CO Line Groups or Dial3-51 System & StationTie Lines Program 16 Overview3-52 LEDs 09, 10 and 14~20 Program 17 – DID/Tie Line OptionsProgram 17 Overview 3-53LED 06: Telephone LCD Display Option ANI or DNIS 3-54LED 08: ANI/DNIS Digit Format LED 07: ANI Receive Line OptionLED 01 Page/Handsfree Answerback 3-55LED 03: DID Camp-on/Busy LED 02: Wink/ImmediateSystem & Station Program *17 Overview3-56 Program Type: System Initialized Default: No dataQSTU2, KSTU2, RSTU, RSTU2, RDSU, or PSTU Program 19 Overview3-57 PEKU/PESUDK40i Base, PDKU, RDSU, KCDU Digital Port Number Program 20 Overview3-58 LEDs 12~16 Typical LED Settings for Program3-59 LEDs 17~20: Data Security GroupsLED 05: Auto Pause Behind PBX LED 02 AT Commands and Result Codes3-60 LED 06: DTR PulseProcessor Type: DK14, DK40i, all RCTUs and BCUs Program 21 – Modem Pool Port Assignments3-61 Program 21 – Modem Pool Port Assignments3-62 Program 21 Overview3-63 Program 22 OverviewSystem & Station Initialized Default: No ports assignedInitialized Default: No ports assigned Note See Program 23 legend for port rangesInitialized Default: 20 seconds before overflow Programs 23 and 24 OverviewProgram 25-1Overview 3-65Program Type: Station Program 26 – Built-inAA Camp-onBusy Time3-66 System & Station3-67 Program 26 OverviewTotal DKT Volume Range VR Program 27 Overview3-68 Program Type Station Initialized Default VR=2Processor Type: DK40i, all RCTUs and BCUs 3-69System & Station Program Type: Station3-70 Program 28 OverviewProgram Type: Station 3-71Code Table and Legend System & Station3-72 Program 29-1~8OverviewGroup 3-73System & Station GroupSystem & Station Program *29 – Add-onModules Button AssignmentsProgram *29 Overview 3-743-75 Button AssignmentsSystem & Station Program 30 – Station Class of Service3-76 Program 30 – Station Class of ServiceLED 19: Privacy Override Program 30 Overview3-77 LED 20: SLT/ISDN Terminal “#” DialLED 10: Change DISA Security Code 3-78LED 15: Change Verified Account Code LED 14: Verified Account CodeLED 08: Forced Account Code LED 06: Automatic Busy Redial ABR Access3-79 LED 09: Change Toll Restriction TR Override CodeLED 02: Mic Button - Locked/Momentary Program 30 - Example3-80 LED 03 Microphone Button On at Start of Call+ROG 3-81Program 30 – Station Class of Service System & Station3-82 Program *30 – Telephone Group Page AssignmentsProgram *30 Overview Program 31 – Station Class of Service Program 31 – Station Class of Service3-83 Initialized Default3-84 Program 31 OverviewLED 16: Receive Voice Mail VM ID Code LED 17: End-to-endSignal RCV VM3-85 LED 20: Toshiba Stratagy/VP B + Station NumberLED 11: Busy Override BOV Tone 3-86LED 13 OCA Handset Warning Tone LED 04 Voice Mail VM to VM Call Blocking 3-87LED 05~08: Voice Mail VM Groups 1~4 LED 02: Handsfree No Warning LED 03: Off-hookCall Announce OCA Enabled ReceiveLED 01: Handsfree Disabled 3-883-89 Program *31 – Group Pickup AssignmentsProgram *31 Overview Program Type: Station Program 32 - Automatic Preference3-90 System & Station3-91 Program 32 OverviewSystem & Station Program *32 Overview3-92 Program Type: Station Initialized Default: BlankProcessor Type: DK14, DK40i, all RCTUs and BCUs 3-93System & Station Strata DK Programming 5/006SNU6SHDNHU Program 33 - Example3-94 6SNU6SHDNHU+ROGSystem & Station Program *33 – PhDN Owner Telephone Assignment3-95 Initialized Default: Blanks no data3-96 Program *33 OverviewSystem & Station Program 34 – Hold Recall TimingProgram 34 Overview 3-97Initialized Default: LED 01 On for all ports Program *34 – Station Class Of Service3-98 Program *34 – Station Class Of Service3-99 Program *34 OverviewSystem & Station Program 35 – Station Class of Service3-100 Program 35 – Station Class of ServiceLED 18: Automatic Hold Program 35 Overview3-101 Table 3-2ISDN Immediate Dialing for Call Types 3-102LED 17: Continuous DTMF Tones Off LED 15: ISDN Immediate DIalingLED 07~12 3-103LEDs 13 and 14 Toll Restriction After Answer LED 04: Message Waiting RCV LED 06: Disable Hold Display Scrolling Release3-104 LED 05: LCD Individual Message3-105 Program 36 – Fixed Call ForwardProgram 36 Overview 3-106 Program *36 Overview3-107 Program 37 – Ring Transfer Camp-onRecall TimeProgram 37 Overview System & Station Program *37 - Park Recall TimingProgram *37 Overview 3-108Program Type: Station 3-109Initialized Default: Assigns Code 31 to all ports System & Station3-110 Program 38 OverviewSystem & Station Assignments for Electronic Telephone Keystrips3-111 40, 60, 3-112System & Station Strata DK Programming 5/00System & Station 3-113DH DN that should ring when the Ring-Down Timer Program 12-1expires3-114 Program *38 OverviewSystem & Station Program 39 – Flexible Button Assignments3-115 Initialized Default: See Program3-116 Feature Buttons AssignmentsTo assign features to flexible buttons Program 39 OverviewTable 3-117System & Station Program 39 – Flexible Button Assignments3.See Program *15 for Tenant Group assignments 3-118To assign directory numbers to flexible buttons Directory Number Button Assignments3-119 Button Type 3-120System & Station Program 39 – Flexible Button AssignmentsSet Call Forward for PhDNs 3-121System & Station Alert Signal Button AssignmentsStrata AirLink does not support this feature 3-122Program 39 – Flexible Button Assignments Alert Signal Button Programming Example3-123 System & StationProcessor Type: DK14, DK40i, all RCTUs 3-124System & Station Program Type: Station3-125 Program *40 OverviewProgram *41-1Overview Program *41 for DK424 – T1 Assignment Series PartSeries Overview 3-126System & Station Program *41-2 – T1 Channel Assignments3-127 Initialized Default 1 = Loop StartInitialized Default: 5 -6dB 3-128Program *41-2Overview Program *41-3OverviewProgram *41 for DK424 – T1 Assignment Series Part 3-129Initialized Default: 4 -3dB System & Station3-130 Program *42 for DK424 – T1 Assignment Series PartProgram *42-1Overview Release 3.1 and earlier Program *42-2Overview Release 3.1 and earlierProcessor Type: DK14, DK40i, all RCTUs and BCUs 3-1313-132 Program *50 OverviewSystem & Station Program *51 – Station Memory Allocation3-133 Initialized Default: No memory for all ports3-134 Program *51 OverviewCLASS OWNER = the station port number that 3-135System & Station SELECT = Caller ID or ANI CO Line Number3-136 Program *52 Overview3-137 Program 58-1 – Attendant Console Overflow TimerProgram 58 – DK424 Attendant Console Series Part Program 58-2 – Attendant Console Display TypeLED 02: Answer Button Operation 3-138Program 58-2Overview LED 01 Attendant Console Display TypeProgram 58-5Overview 3-139Console 3-140Console ConsoleSystem Program 59 Overview3-141 System & StationTable 3-142Additional Feature Button Codes System & StationSee Program *15 for Tenant Group assignments 3-1433-144 Program 60-1– SMDR Data Output OptionsProgram 60-1Overview Program Type: System 3-145Initialized Default: Item 2: 10 seconds System & StationItem 3: SMDR Output Program 60-2-7Overview3-146 Item 2 SMDR Threshold TimeSystem & Station 3-147Program 60-8Overview Initialized Default: No digitsSystem & Station Program 69 – Verified Account Codes3-148 Program Type: System Initialized Default: BlankFull and Partially Verified Account Codes Program 69 Overview3-149 Account Code Digit LengthProgram Type System 3-150Initialized Default: 000 for all VACNs System & Station3-151 Program 70 OverviewDNIS/ANI Routing Destinations Program 71 – DNISDNIS Addresses Program 71-0:DID / Tie / DNIS / ANI LinesSystem & Station Program 71-5:DNIS Number Name DisplayDNIS Record Sheet 3-153DNIS Address Program 71-0OverviewProgram 71-1~71-3Overview 3-1543-155 Program 71-4Overview3-156 Program 71-5OverviewProcessor Type: DK14, DK40i, all RCTUs and BCUs 3-157System & Station Program Type: System3-158 First Telephone GroupSecond Telephone Group Program *71, *72, *73 OverviewProgram Type: System Initialized Default: Blank Program 72 – DNIS Number Network TableAssignments 3-1593-160 Program 72 Overview3-161 Program 74 – System NT Button Lock PasswordProgram 74 Overview 3-162 Program 76-1X-Y– DK14, DK40i, all RCTUs and BCUsProgram 76-1Overview System & Station Program 76-2Overview3-163 Initialized Default: All ports 2400 bpsInitialized Default: All LEDs are Off Program 77-1– Peripheral Options Door PhonesRSIU / RSIS / RMDS, PIOU/PIOUS / IMDU, PEPU 3-164LED 15: RMDS Protocol Program 77-1Overview3-165 LED 20: Door Lock TimeLED 08: Door Phone Ring On External Page LED 10: DKi Admin/Backup3-166 LED 14: RMDS or IMDU ModemLED 05: MOH/NT Relay DK40i, DK424 3-167LED 06: NT Relay Program Type: Station 3-168Initialized Default: All LEDs are Off System & StationLEDs 04, 08, 12, and 16: Door Lock Assignments Program 77-2Overview3-169 LED 20: Door Phone Ring CountSystem & Station Program 77-3Overview3-170 Initialized Default: Zones 1~4 assigned to tenant3-171 Program 77-4Overview3-172 System & Station Program 78 – CO Line Special Ringing Assignments3-173 Initialized Default: All LEDs are Off3-174 Feature 2: DISA CO Line AssignmentFeature 5: Ring IMDU or RMDS Maintenance Modem Program 78 OverviewSystem & Station Program 79 – Door Phone Ringing3-175 Initialized Default: All LEDs are OffLEDs 01~12: Door Phone Ring Program 79 Overview3-176 Assignments Program *79 – Door Phone to DN FlashingProgram *79 Overview 3-1773-178 Program 80 Overview3-179 Program *80 OverviewProcessor Type: DK14, DK40i, all RCTUs and BCUs 3-180System & Station Program Type: System3-181 Program 81~89 OverviewAuto Attendant Station Ringing Modes3-182 Auto Attendant Delay RingTo set Auto Attendant Delay Ring operation Attendant Console DK424 onlyTo program the example 3-183Auto Attendant Program Example Processor Type: DK14, DK40i, all RCTUs and BCUs 3-184System & Station Program Type: SystemProgram *84 Programs *81, *84 and *87 Overview3-185 Program *813.See Program *34 3-186System & Station 1.PDN belongs to Standard Telephone3-187 System & Station Program 93 – CO Line Identification3-188 Program Type: System Initialized Default: BlankNumeric Mode Program 93 Overview3-189 To enter CO line identificationInitialized Default: Prints out customer database Program 97 – Printing Program Data through SMDRProgram 97 Overview 3-190Simple Toll Restriction Toll Restriction FeaturesToll Restriction Toll Restriction MethodsToll Restriction Override by System Speed Dial Special Common Carrier AuthorizationStation Priority Classes 1~8 Office Code Exception TablesCompleting the Toll Restriction System Record Completing the Toll Restriction System RecordProgram Type Program 40 – Station CO Line AccessProgram 40 – Station CO Line Access Toll RestrictionTie Lines Program 40 OverviewProgram 41 - Station Outgoing Call Restriction Program 41 – Station Outgoing Call RestrictionToll Restriction Program TypeAutomatic Busy Redial ABR overrides Program Program 41 OverviewButton Toll RestrictionProgram Type Processor Type: DK14, DK40i, all RCTUs and BCUsProgram 42-0Overview 4-10 Program 42-1~8- PBX/Centrex Access CodesProgram 42-1~8Overview Toll Restriction Program 43 – 0 + Credit Card Dialing Option4-11 Initialized Default: All LEDS Off4-12 Program 43 Overview4-13 Program 44-1~8Overview4-14 Program 44-91~93Overview4-15 Program 45-1– LCR/Toll Restriction Dial PlanProgram 45-1Overview Plan 4-16Plan Plan Post 1995 North American Numbering Plan NANP4-17 Plans 4~6Plan 4-18Plan 7 - 10XXX+1+NXX+NXX/NXX PlanProgram 45-2– Toll Restriction Disable Program 45-2– Toll Restriction DisableProgram 45-2Overview 4-19Description Program 45-3~6Overview4-20 ItemItems 4 and 4-21Items 3 and 4-22 Program 45-8~9– Toll Restriction Override CodeProgram 45-8~9Overview DATA = Office Code Program *45-1Overview4-23 SELECT =Example Centrex assume Program *45-2Overview4-24 Example 10-digitDialing 4-25Processor Type: DK14, DK40i, all RCTUs and BCUs Program *45-3Overview4-26 Example Using or # as the First Digit on ISDN BRI/PRI4-27 ExampleLED 01: Pause following Program *45-3code Program *45-4– Special Code Dialing Sequence withProgram *45-4Overview 4-284-29 LCR Example4-30 Program *45-5– Overlap Area CodeProgram *45-5Overview 4-31 Program 46-2~4OverviewProcessor Type: DK14, DK40i, all RCTUs and BCUs 4-32Toll Restriction Program Type4-33 Program 46-6~8OverviewLED 01: 0 Restricted Programs 46-10~80Overview4-34 LED 03: 1+AC+555 and AC+555 Allowed 4-35LED 02: 01 Restricted Toll Restriction Programs 46-11~46-81Overview4-36 Initialized Default: Leaves all LEDs OffProcessor Type: DK14, DK40i, all RCTUs and BCUs 4-37Toll Restriction Program Type4-38 Program 47 OverviewProgram Type 4-39Initialized Default 100 for all ports Toll RestrictionStation Restriction Program 48 Overview4-40 Digit RestrictionHome Area Code LCR FeaturesLeast Cost Routing ParametersArea Code and Office Code Exceptions Timeout after 0 ZeroLCR Station Access Priority Assignments LCR ConditionsLCR CO Line Programming Reference Table LED 02: Not used LED 01 Enable System LCRProgram 50-1– LCR Parameters Program 50-1OverviewProgram 50-2Overview LED Button 04: Dial Tone After LCR AccessProgram 50-2– LCR Home Area Code Programs 50-31~5 Overview Programs 50-31~5 – LCR Special CodesDATA = LDI Route Plan see Legend below Program 50-4OverviewSELECT = Program 50-5Overview Program 50-5– LCR Local Call Plan NumberOverview for Programs 51~54 Program 50-6- LCR Dial 0 Zero Time-outProgram 50-6Overview Program Type Program 51 – LCR Area Codes5-10 Least Cost RoutingExample Program 51 OverviewHMIS Example 5-11Program 50-2– LCR Home Area Code 5-12Least Cost Routing Program TypeExample Program 52 Overview5-13 ExampleProgram 50-2– LCR Home Area Code 5-14Least Cost Routing Program TypeLeast CostRouting Installation Requiring Time Scheduling FeatureProgram 53 Overview 5-15Least Cost Routing 5-16HMIS Example 53 for the HMISLeast Cost Routing Program 54 – LCR Route Definition TablesProgram 54 Overview 5-17Modified Digits Table 5-18Route Definition Number CO Line Group assigned in Program5-19 Program 55 – LCR Modified Digits TableProgram 55 Series Overview 5-20 of Dialed NumberProgram 55-0Overview Pause Entry Reference Programs 55-1, 5-21Least Cost Routing Program 50-2- LCR Home Area Code5-22 Program 55-1and 2 OverviewProgram Type Program 56 – LCR Station Group Assignments5-23 Least Cost RoutingHMIS Example Program 56 Overview5-24 Automatic Call Distribution Assignments Program 03 – RSIU, RSSU, PIOU, PIOUS ACD/MIS SlotProgram 03 Overview Program 09 Overview Program 09 – Auto Attendant Prompt/ACD GroupAssignments 1.Enter Program 09. “SELECT” appears on the LCD Automatic Call Distribution Related ProgramsInitialized Default: See table below Program *09 OverviewProgram 10-4– ACD/ISDN/Tandem Parameters LED 02: Not UsedLED 03 Supervisor Monitor Tone and Display LED 04: ACD Group Unavailable DestinationProgram 11 – ACD Timing Assignments Program 11 – ACD Timing AssignmentsInitialized Default: See table below Automatic Call DistributionProgram 11 Overview Code 2: Ring Agent TimerCode 3 After Call Work Timer Code 4: Ring-Back-ToneRBT TimerCode 8: Alarm Guard Timer Code 5: Music Timers 1, 2, andCode 6: Call Waiting Alarm Timer Code 7: Call Waiting Alarm Timer6-10 Code 9: Call Disconnect TimerLight Button/LEDs of CO lines that should be Program 14-0Overview6-11 SELECT =6-12 Program 14-1– ACD Agent Identification CodeProgram 14-1Overview Program *14-1OverviewTo enter an Agent ID name or number Program 18 - Agent Names for SMIS/MIS AssignmentsProgram 18 Overview 6-13Automatic Call Distribution 6-14To erase data Numeric Mode6-15 Program 14-2– ACD Supervisor PasswordsProgram 14-2Overview SELECT = SELECT = ACD Group Number 6-16Initialized Default Port Automatic Call Distribution6-17 Program *14-2OverviewInitialized Default: all blanks Program 14-3– Announcement/Music Port and QueuePattern 6-18Code 2 Announcement Port Two Program 14-3Overview6-19 Code 1 Announcement Port OneCode 6-20Automatic Call Distribution Strata DK Programming 5/00Automatic Call Distribution Program 14-4– Queue Time Out Overflow Destination6-21 Initialized Default: Port6-22 Program 14-4OverviewSELECT = 6-23= Queue Timer Automatic Call Distribution6-24 Program 14-5OverviewCall Queue Overflow Point OP Guide 6-25Overflow Operation Non-RepeatingQueue Announcement 6-26Initialized Default Destination = Incoming port Program 14-6– After Shift Service Destination6-27 Program 14-6– After Shift Service Destination6-28 Program 14-6OverviewAssignments Program 14-71– Queue Size for Alarm, ImmediateProgram 14-71Overview 6-296-30 Program 14-72– Queue Size for AlarmProgram 14-72Overview 6-31 Program 14-73- Queue Size for AlarmProgram 14-73Overview DATA = 2: Call Waiting Alarm 1 and Program 14-8– Alarm Pattern AssignmentsDATA = 0: No Alarm DATA = 1: Immediate AlarmExample 6-336-34 Program 14-9– Work Unit AssignmentsProgram 14-9Overview Program 15 – Ground/Loop/Tie/DID Line Options Program 71 – DID/Tie/DNIS/ANI Lines6-35 Program 35 – Station Class of ServiceProgram 90, 91-1,or 91-9initializes Program 6-36Automatic Call Distribution $&+HOS 6-37Automatic Call Distribution CallStrata DK Programming 5/00 6-38Automatic Call Distribution Program 39 Overview Related Programs6-39 Notes 6-40Flowchart 6-1ACD Group Call Routing Automatic Call DistributionAutomatic Call 6-41Flowchart 6-2ACD Group Queue/Overflow Operation Automatic Call DistributionStrata DK Programming 5/00 6-42Flowchart 6-3ACD Time Out Overflow Automatic Call DistributionNotes 6-43Automatic Call Distribution Strata DK Programming 5/00Strata DK Programming 5/00 6-44Flowchart 6-5After Shift Operation Automatic Call DistributionNotes 6-45Automatic Call Distribution Strata DK Programming 5/00Strata DK Programming 5/00 6-46Automatic Call Distribution If the agent presses a DN or anotherOverflow after announcement/music or 6-47Automatic Call Distribution Strata DK Programming 5/00Strata DK Programming 5/00 6-48Start: call enters queue from ACD Flowchart Automatic Call DistributionTwo announcements, then continued music 6-49Start: call enters queue from ACD Flowchart Automatic Call DistributionAutomatic Call Distribution 6-50•the queue timer in Program 11-1expires •the disconnect timer in Program 11-9expiresSystem Programs Overview ISDNSystem Programs Overview FlowchartISDN ISDN Related Programs ISDN Related ProgramsStandard Trunks ISDNISDN Related Programs Program *16Primary Rate Interface PRI Programming Trunk Programs OverviewProgramming for ISDN PRI DID Type Call Guidelines for Programming ISDN Calling FeaturesProgramming for ISDN CO Switch Type ISDN Guidelines for Programming ISDN Calling FeaturesWhen connecting to a DMS XXX with NI1 protocol must be Off in Program *66-3when this LED is OnTable 7-3ISDN PRI DNIS Type Call Programming Programming for ISDN PRI DNIS Type CallGuidelines for Programming ISDN Calling Features ISDNISDN Programming for ISDN PRI LDN Type CallGuidelines for Programming ISDN Calling Features 7-10 Call-By-CallOverviewT1 Example Example Call-by-CallLine Sharing7-11 Example Call-by-CallMin/Max Control7-12 7-13 Time ZonesCall-by-CallProgramming Program 16 – Assign CO Line Groups Program 16 - Assign CO Line Groups7-14 7-15 Program *16 – ISDN Trunk Group Type AssignmentProgram *16 Overview 7-16 Program *42 – Clock SourceProgram *42 Series Overview Program *43-1Overview Program *43-1~3Overview7-17 7-18 Program *43-2Overview7-19 Program *43-3– Network PRI Interface AssignmentProgram *43-3Overview Program *43-4OverviewSPID Type Program *44 Overview7-20 BRI Trunk Number7-21 Program *60 OverviewInitialized Default: See below Program *61 - Analog Trunk Services for ISDNProgram *61 Overview 7-22Initialized Default: See below Program *62 – Non-ISDNStation Bearer ServiceProgram *62 Overview 7-237-24 Program *63 – ISDN Dialing ParametersProgram *63 Overview ISDN Program *64-1– Direct Inward Dialing ParametersProgram *64-1Overview 7-257-26 Program *64-2Overview7-27 Program *65 – ISDN Channel Group AssignmentProgram *65 Overview 7-28 Program *66-1– Channel Group Number ParametersProgram *66-1Overview 7-29 Program *66-2OverviewRecord Sheet Program *66-4 Call-by-CallNetwork ID7-30 Program *66-4Overview7-31 Program *66-3– Channel Group/Trunk ParametersProgram *66-3Overview Program *66-3– Channel Group/Trunk Parameters 7-32Program *66-4 Call-by-CallNetwork ID ISDN7-33 Program *66-5OverviewFor Programs *66-5and *66-6 Program *66-6Overview7-34 Initialized Default: Blank Program *66-7– LDN/Trunk Group AssignmentsProgram *66-7Overview 7-35Initialized Default Both Way Program *67-1– Trunk Group Call DirectionProgram *67-1Overview 7-36Supported Program *67-2Overview7-37 Program *67-2– Call Types for ISDN Trunk GroupISDN Program *67-3Overview7-38 Initialized Default: Default =ISDN Program *67-4Overview7-39 Initialized Default: 23 maximum default channels7-40 Program *67-5– Multiple Time Zone SettingsProgram *67-5Overview LED 02: Outgoing Caller ID Status Change Program *68-1Overview7-41 LED 01: Outgoing Caller ID7-42 Program *68-2– Outbound CNIS ParametersProgram *68-2Overview 7-43 Program *69-1– CNIS Presentation ParametersProgram *69-1Overview 7-44 Program *69-2– Special Number AssignmentProgram *69-2Overview Operation Overview E911911 MARY M SMDRS004 3710 3710 08:14 5833710Programming Overview Program *11-0Overview LED 11: CAMA Operation Enabled/DisabledLED 10~07: CAMA Trunk Circuits Enabled/Disabled Program *11-0– E911/CAMA Trunk AssignmentsLED 02: CAMA Trunk Disconnect Operation Options Program *11-1Overview Program *11-1– CAMA Trunk Group Line AssignmentsTrunk Group Program *11-2OverviewHunt from CAMA Hunt to CAMA TrunkProgram *11-5Overview Program *11-5– CAMA Digits Sent on 911 CallsProgram *11-6Overview Program *11-6– E911 Interdigital TimerE911 Program *11-8Overview8-10 Initialized Default: Data, Blank8-11 Program *12 – CESID Station InformationProgram *12 Overview NYY = Office Code XXXX= Station Directory Number 8-12Processor Type: DK40i, all RCTUs and BCUs Release Program *13 Overview8-13 Strata DK Programming 5/00 8-14E911 Definition GlossaryGL-1 TermDefinition GL-2Glossary TermDefinition GL-3Glossary TermDefinition GL-4Glossary TermDefinition GL-5Glossary TermDefinition GL-6Glossary TermDefinition GL-7Glossary TermDefinition GL-8Glossary TermDefinition GL-9Glossary TermTerm GL-10See RDTU GlossaryIN-1 IndexIN-2 3-42 IN-33-42 8-10 Program *12 IN-4IN-5 IN-6 IN-7 IN-8