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Toshiba dk14, DK40I, DK424I manual 6-38, Automatic Call Distribution, Strata DK Programming 5/00

Models: DK40I dk14

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Automatic Call Distribution

Program 39 – Flexible Button Assignments for ACD Telephones

ACD Feature Button		Program	Program on
ACD Feature Button	Feature Code	on Agent	Supervisor	Notes
Designation	Feature Code	on Agent	Supervisor	Notes
Designation		Telephone	Telephone
		Telephone	Telephone

				This is the [PDN] of the Supervisor telephone.
				Supervisor telephones do not require a unique
				[PhDN] like Agent telephones.
	Program			Toshiba recommends programming more than one
	Program			[PDN] onto Supervisor telephones to enable Agent
6XSHUYLVRU&DOO	[PDN] in		X	[PDN] onto Supervisor telephones to enable Agent
6XSHUYLVRU&DOO	[PDN] in		X	Help (assistance) calls to ring busy Supervisor
	Program 39			Help (assistance) calls to ring busy Supervisor
	Program 39			telephones.
				telephones.
				Also program Agents with Busy Station Transfer and
				Supervisors with Busy Station Ring (see Program 35
				BST and BSR).


	Speed Dial	Program on	Program on
Speed Dial Codes	Speed Dial	Agent	Supervisor	Notes
Speed Dial Codes	Code	Agent	Supervisor	Notes
	Code	Telephone	Telephone
		Telephone	Telephone

DK40i, RCTUA,				All of the above ACD Features can be programmed
RCTUBA/BB, C/D	~	X	X	onto SD buttons or onto speed dial codes. This table
B1CU, B2CAU/BU,	~	X	X	shows the range of Station and System Speed Dial
B3CAU/BU (station)				Codes by processor.

DK40i, RCTUA	a	X	X
(system)	a	X	X
(system)

RCTUBA/BB, C/D,	~
B1CU, B2CAU/BU,	~	X	X
B3CAU/BU (system)

RCTUE/F and	~	X	X
B5CAU/BU (station)	~	X	X

RCTUE/F and	~	X	X
B5CAU/BU (system)	~	X	X

6-38	Strata DK Programming 5/00

Page 336

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Toshiba dk14, DK40I, DK424I manual 6-38, Automatic Call Distribution, Strata DK Programming 5/00

Contents

Digital Business Telephone Solutions Programming Manual726+,%$ Software Release Software Release 4.3 and ACDStrata DK General End User Information FCC RequirementsRadio Frequency Interference Important Notice — Music-On-HoldContents IntroductionChapter 1 – Overview Chapter 2 – Initialization & Test3-12 Chapter 4 – Toll Restriction Chapter 5 – Least Cost Routing Chapter 6 - Automatic Call Distribution Chapter 7 – ISDNChapter 8 – E911 Introduction OrganizationGlossary/Index Conventions viiiEnter See FigureInstallation and Programming Feature DescriptionRelated Documents/Media General DescriptionsQuick Reference Guides CD-ROMsOverview Numerical Program ListingOverview Numerical Program ListingProgram Title SystemOverview Numerical Program ListingOverview Strata DK Programming 5/00Overview Numerical Program ListingToll Restriction Class Parameters Strata DK Programming 5/00Overview Numerical Program ListingDirect Inward Dialing Parameters Strata DK Programming 5/00Overview Numerical Program ListingCall Forward Station Ring Assignment Release Strata DK Programming 5/00Alphabetical Program Listing Feature or TopicFeature or Topic OverviewOverview Alphabetical Program ListingStrata DK Programming 5/00 DNISOverview Alphabetical Program ListingStrata DK Programming 5/00 Physical Port Display/ChangeHow to Program a Strata DK System Programming Section Layout1-10 see FigureProgram Sequence 1-11To use the program sequence on the record sheet Multidimensional Programs Programming Data Variations1-12 Simple Programs1-13 To check the status of a CO line in ProgramProgramming LED Buttons Keystrip Template First-timeProgramming Step 1: Check Minimum Hardware RequirementsStep 2 Initialize the System 1-14Step 3: Run Programs 03 and Step 4: Run ProgramStep 5: Set Date, Time and Day Step 6: Run Additional Programs as RequiredProgramming Examples 1-16Overview Programming ExamplesInitialization & Test Program 91-9– System Initialization Program 91-9OverviewProgram 91-9Example Initialization & TestProgram 91-9– System Initialization “Programming Examples” on PageProgram 90 – Initialize Programs 00~*99 Program 90 OverviewProgram 90 Example Initialization & TestProgram 90 – Initialize Programs 00~*99 6SNU6SHDNHU+ROGProgram 91-1Overview CAUTION! Running Program 91-1drops all callsProgram 91-1Example Initialization & Test6SNU6SHDNHU+ROG 6SNU6SHDNHUProgram 91-2Overview Programming Taking EffectProgram 92 – Initializing Misc. Backup RAM Program 92 OverviewProgram 92 Example 2-105. Select one of the following 2-11 Program 92 – Initializing Misc. Backup RAMInitialization & Test Action press buttons + LED ButtonsProgram 00 – Part 1: Software Check 2-12Initialized Default: None Password =Program 00 Part 1 - Overview Program 00 Part 1 - Example2-13 Code 0, ROM Version2-14 Initialization & TestProgram 00 – Part 1: Software Check 1111Backup RAM Test Program 00 – Part 2: Processor RAM TestGeneral RAM Test Display General RAM Test ResultsDisplay Backup RAM Test Results Program 00 Part 2 - Overview2-16 TEST 2 X=OK Y=OKSystem & Station Program 01 OverviewProgram 02 Overview Program 03 for DK14 – Slot Assignments DK40i Base KSU DK40i Expansion KSUSystem & Station Processor Type: DK40i Program Type: SystemProgram 03 for DK40i - Overview DK424 Base Cabinet DK424 Expansion CabinetDK424 Expansion Cabinet DK424 Expansion CabinetDK424 and DK424i PCB Codes DK424 Expansion CabinetDK424 Expansion Cabinet DK424 Expansion CabinetDK424i Base Cabinet DK424i Expansion CabinetDK424i Expansion Cabinet DK424i Expansion CabinetProgram 03 for DK424i - Overview PIOU/PIOUS/RSSUDK424i Expansion Cabinet 3-10 RCIU/RCIS or RCIU2/RCISRWIU RCTU and BCUProgram 03 Example 3-11System & Station 6SNU6SHDNHU+ROGProgram *03 - Overview 3-12Initialized Default: All cabinets = System & StationProgram 04 – Station Logical Port PDN Assignment DK14 Record Sheet3-13 System & StationDK40i Record Sheet 3-14DK424 or DK424i Record Sheet 3-15System & Station Program 04 – Station Logical Port PDN AssignmentProgram 04 Overview 3-16Logical & SystemProgram 04 Example 3-17System & Station Program 04 – Station Logical Port PDN Assignment3-18 Initialized Default: See the legend belowSystem & Station Program Type: StationProgram *04 Overview 3-19Program 05 – Flexible Access Code Numbering 3-20Initialized Default: See record sheet Program 05 – Flexible Access Code NumberingProgram 05 Overview 3-21System & Program *05 Overview 3-22Program 09 Overview 3-23Initialized Default: Blank System & Station3-24 To assign a digit menu prompt to an ACD Group3-25 Initialized Default See legend belowSystem & Station Processor Type: See legend belowProgram *09 Overview 3-26Program 10-1– System Assignments, Part 1 of 3-27System & Station Program Type: SystemLED 17: Station-to-StationCall Volume PAD Program 10-1Overview3-28 LED 20: Two-COLine ConferenceLED 04: Dual-tone Multi-frequencyDTMF Signal Time 3-29LED 07: Ring Transfer of CO Line Allowed LED 06: CO Line Repeat RingingProgram 10-2– System Assignments, Part 2 of 3-30System & Station Program Type: SystemProgram 10-2Overview 3-31LED 20: Padded Tone Return LED 18 Two-COLine Conference3-32 LED 15: External Page Included with All Call PageLED 14: Privacy Override Warning Tone LED 13: Auto Callback Camp-onTone3-33 LED 08: Display Dialed Number TimingLED 07: Standard Telephone Distinctive Ring LED 05 Music-on-holdor Ring Back Tone3-34 LED 01: Tone First/Voice First-DSSConsoleProgram 10-3– System Assignments, Part 3 of Program 10-3Overview3-35 LED 20: SMDI Message Desk NumberLED 19: Speed Dial Entry Timeout LED 14: RS-232Voice Mail Signaling Method3-36 3-37 LEDs 13-10:SMDI Station Number Digit LengthLED 08: Caller ID / Automatic Number ID LED 09: SMDI Bellcore Standard VersionExample 3-38LEDs 01~04: Amplified Conference Assignments LED 10 Not Used LED 11 PRI ISDN Timer Program 10-4- ACD/ISDN/Tandem ParametersProgram 10-4Overview 3-39LED 12: BRI ISDN Timer LED 14: ISDN Start Button Access Code ReleaseRelease 4.3 Only 3-403-41 DK40i = RCTUA = RCTUBA/BB, B1CU =Program *10 – Enhanced 911 Operation 3-42Initialized Default: See each program Initialized Default: BlankProgram *10-91– E911 Interdigit Timer Program *10-92– E911 Pause Before Send TimerPrograms *10-11and *10-12Overview 3-43Code 1: Standard Telephone Ring Down Timer Program 12 – System Assignments, Basic TimingProgram 12 Overview 3-443-45 Code 3: Pause TimingCode 4: Flashing Timing Code 5: Pause After FlashProgram 13 – Defining the Message Center Program 13 Overview3-46 Program 15 – Ground/Loop/Tie/DID Line Options 3-47Initialized Default: All LEDs are Off System & StationCode 1: CO Outgoing Signal Program 15 Overview3-48 Code 2: Line Pulse DP Rate3-49 Code 4: Automatic Release AR TimeCode 5 Tandem Line Connection Code 8: Operation After CO Line FlashProgram *15 - CO Line Tenant Assignments Program *15 Overview3-50 System & StationProgram 16 – Assign CO Line Groups or Dial 3-51System & Station Program Type: SystemProgram 16 Overview 3-52Tie Lines Program 17 – DID/Tie Line Options Program 17 Overview3-53 LEDs 09, 10 and 14~203-54 LED 08: ANI/DNIS Digit FormatLED 07: ANI Receive Line Option LED 06: Telephone LCD Display Option ANI or DNIS3-55 LED 03: DID Camp-on/BusyLED 02: Wink/Immediate LED 01 Page/Handsfree AnswerbackProgram *17 Overview 3-56Program Type: System Initialized Default: No data System & StationProgram 19 Overview 3-57PEKU/PESU QSTU2, KSTU2, RSTU, RSTU2, RDSU, or PSTUProgram 20 Overview 3-58DK40i Base, PDKU, RDSU, KCDU Digital Port Number Typical LED Settings for Program 3-59LEDs 17~20: Data Security Groups LEDs 12~16LED 02 AT Commands and Result Codes 3-60LED 06: DTR Pulse LED 05: Auto Pause Behind PBXProgram 21 – Modem Pool Port Assignments 3-61Program 21 – Modem Pool Port Assignments Processor Type: DK14, DK40i, all RCTUs and BCUsProgram 21 Overview 3-62Program 22 Overview 3-63Initialized Default: No ports assigned Initialized Default: No ports assignedNote See Program 23 legend for port ranges System & StationPrograms 23 and 24 Overview Program 25-1Overview3-65 Initialized Default: 20 seconds before overflowProgram 26 – Built-inAA Camp-onBusy Time 3-66System & Station Program Type: StationProgram 26 Overview 3-67Program 27 Overview 3-68Program Type Station Initialized Default VR=2 Total DKT Volume Range VR3-69 System & StationProgram Type: Station Processor Type: DK40i, all RCTUs and BCUsProgram 28 Overview 3-703-71 Code Table and LegendSystem & Station Program Type: StationProgram 29-1~8Overview 3-723-73 System & StationGroup GroupProgram *29 – Add-onModules Button Assignments Program *29 Overview3-74 System & StationButton Assignments 3-75Program 30 – Station Class of Service 3-76Program 30 – Station Class of Service System & StationProgram 30 Overview 3-77LED 20: SLT/ISDN Terminal “#” Dial LED 19: Privacy Override3-78 LED 15: Change Verified Account CodeLED 14: Verified Account Code LED 10: Change DISA Security CodeLED 06: Automatic Busy Redial ABR Access 3-79LED 09: Change Toll Restriction TR Override Code LED 08: Forced Account CodeProgram 30 - Example 3-80LED 03 Microphone Button On at Start of Call LED 02: Mic Button - Locked/Momentary3-81 Program 30 – Station Class of ServiceSystem & Station +ROGProgram *30 – Telephone Group Page Assignments Program *30 Overview3-82 Program 31 – Station Class of Service 3-83Initialized Default Program 31 – Station Class of ServiceProgram 31 Overview 3-84LED 17: End-to-endSignal RCV VM 3-85LED 20: Toshiba Stratagy/VP B + Station Number LED 16: Receive Voice Mail VM ID Code3-86 LED 13 OCA Handset Warning ToneLED 11: Busy Override BOV Tone 3-87 LED 05~08: Voice Mail VM Groups 1~4LED 04 Voice Mail VM to VM Call Blocking LED 03: Off-hookCall Announce OCA Enabled Receive LED 01: Handsfree Disabled3-88 LED 02: Handsfree No WarningProgram *31 – Group Pickup Assignments Program *31 Overview3-89 Program 32 - Automatic Preference 3-90System & Station Program Type: StationProgram 32 Overview 3-91Program *32 Overview 3-92Program Type: Station Initialized Default: Blank System & Station3-93 System & StationStrata DK Programming 5/00 Processor Type: DK14, DK40i, all RCTUs and BCUsProgram 33 - Example 3-946SNU6SHDNHU+ROG 6SNU6SHDNHUProgram *33 – PhDN Owner Telephone Assignment 3-95Initialized Default: Blanks no data System & StationProgram *33 Overview 3-96Program 34 – Hold Recall Timing Program 34 Overview3-97 System & StationProgram *34 – Station Class Of Service 3-98Program *34 – Station Class Of Service Initialized Default: LED 01 On for all portsProgram *34 Overview 3-99Program 35 – Station Class of Service 3-100Program 35 – Station Class of Service System & StationProgram 35 Overview 3-101LED 18: Automatic Hold 3-102 LED 17: Continuous DTMF Tones OffLED 15: ISDN Immediate DIaling Table 3-2ISDN Immediate Dialing for Call Types3-103 LEDs 13 and 14 Toll Restriction After AnswerLED 07~12 LED 06: Disable Hold Display Scrolling Release 3-104LED 05: LCD Individual Message LED 04: Message Waiting RCVProgram 36 – Fixed Call Forward Program 36 Overview3-105 Program *36 Overview 3-106Program 37 – Ring Transfer Camp-onRecall Time Program 37 Overview3-107 Program *37 - Park Recall Timing Program *37 Overview3-108 System & Station3-109 Initialized Default: Assigns Code 31 to all portsSystem & Station Program Type: StationProgram 38 Overview 3-110Assignments for Electronic Telephone Keystrips 3-111System & Station 3-112 System & StationStrata DK Programming 5/00 40, 60,3-113 DH DN that should ring when the Ring-DownTimer Program 12-1expires System & StationProgram *38 Overview 3-114Program 39 – Flexible Button Assignments 3-115Initialized Default: See Program System & StationFeature Buttons Assignments To assign features to flexible buttonsProgram 39 Overview 3-1163-117 System & StationProgram 39 – Flexible Button Assignments Table3-118 3.See Program *15 for Tenant Group assignmentsDirectory Number Button Assignments 3-119To assign directory numbers to flexible buttons 3-120 System & StationProgram 39 – Flexible Button Assignments Button Type3-121 Set Call Forward for PhDNsAlert Signal Button Assignments Strata AirLink does not support this feature3-122 System & StationAlert Signal Button Programming Example 3-123System & Station Program 39 – Flexible Button Assignments3-124 System & StationProgram Type: Station Processor Type: DK14, DK40i, all RCTUsProgram *40 Overview 3-125Program *41 for DK424 – T1 Assignment Series Part Series Overview3-126 Program *41-1OverviewProgram *41-2 – T1 Channel Assignments 3-127Initialized Default 1 = Loop Start System & Station3-128 Program *41-2OverviewProgram *41-3Overview Initialized Default: 5 -6dB3-129 Initialized Default: 4 -3dBSystem & Station Program *41 for DK424 – T1 Assignment Series PartProgram *42 for DK424 – T1 Assignment Series Part Program *42-1Overview Release 3.1 and earlierProgram *42-2Overview Release 3.1 and earlier 3-1303-131 Processor Type: DK14, DK40i, all RCTUs and BCUsProgram *50 Overview 3-132Program *51 – Station Memory Allocation 3-133Initialized Default: No memory for all ports System & StationProgram *51 Overview 3-1343-135 System & StationSELECT = Caller ID or ANI CO Line Number CLASS OWNER = the station port number thatProgram *52 Overview 3-136Program 58-1 – Attendant Console Overflow Timer Program 58 – DK424 Attendant Console Series PartProgram 58-2 – Attendant Console Display Type 3-1373-138 Program 58-2OverviewLED 01 Attendant Console Display Type LED 02: Answer Button Operation3-139 Program 58-5Overview3-140 ConsoleConsole ConsoleProgram 59 Overview 3-141System & Station System3-142 Additional Feature Button CodesSystem & Station Table3-143 See Program *15 for Tenant Group assignmentsProgram 60-1– SMDR Data Output Options Program 60-1Overview3-144 3-145 Initialized Default: Item 2: 10 secondsSystem & Station Program Type: SystemProgram 60-2-7Overview 3-146Item 2 SMDR Threshold Time Item 3: SMDR Output3-147 Program 60-8OverviewInitialized Default: No digits System & StationProgram 69 – Verified Account Codes 3-148Program Type: System Initialized Default: Blank System & StationProgram 69 Overview 3-149Account Code Digit Length Full and Partially Verified Account Codes3-150 Initialized Default: 000 for all VACNsSystem & Station Program Type SystemProgram 70 Overview 3-151Program 71 – DNIS DNIS AddressesProgram 71-0:DID / Tie / DNIS / ANI Lines DNIS/ANI Routing DestinationsProgram 71-5:DNIS Number Name Display DNIS Record Sheet3-153 System & StationProgram 71-0Overview Program 71-1~71-3Overview3-154 DNIS AddressProgram 71-4Overview 3-155Program 71-5Overview 3-1563-157 System & StationProgram Type: System Processor Type: DK14, DK40i, all RCTUs and BCUsFirst Telephone Group Second Telephone GroupProgram *71, *72, *73 Overview 3-158Program 72 – DNIS Number Network Table Assignments3-159 Program Type: System Initialized Default: BlankProgram 72 Overview 3-160Program 74 – System NT Button Lock Password Program 74 Overview3-161 Program 76-1X-Y– DK14, DK40i, all RCTUs and BCUs Program 76-1Overview3-162 Program 76-2Overview 3-163Initialized Default: All ports 2400 bps System & StationProgram 77-1– Peripheral Options Door Phones RSIU / RSIS / RMDS, PIOU/PIOUS / IMDU, PEPU3-164 Initialized Default: All LEDs are OffProgram 77-1Overview 3-165LED 20: Door Lock Time LED 15: RMDS ProtocolLED 10: DKi Admin/Backup 3-166LED 14: RMDS or IMDU Modem LED 08: Door Phone Ring On External Page3-167 LED 06: NT RelayLED 05: MOH/NT Relay DK40i, DK424 3-168 Initialized Default: All LEDs are OffSystem & Station Program Type: StationProgram 77-2Overview 3-169LED 20: Door Phone Ring Count LEDs 04, 08, 12, and 16: Door Lock AssignmentsProgram 77-3Overview 3-170Initialized Default: Zones 1~4 assigned to tenant System & StationProgram 77-4Overview 3-1713-172 Program 78 – CO Line Special Ringing Assignments 3-173Initialized Default: All LEDs are Off System & StationFeature 2: DISA CO Line Assignment Feature 5: Ring IMDU or RMDS Maintenance ModemProgram 78 Overview 3-174Program 79 – Door Phone Ringing 3-175Initialized Default: All LEDs are Off System & StationProgram 79 Overview 3-176LEDs 01~12: Door Phone Ring Program *79 – Door Phone to DN Flashing Program *79 Overview3-177 AssignmentsProgram 80 Overview 3-178Program *80 Overview 3-1793-180 System & StationProgram Type: System Processor Type: DK14, DK40i, all RCTUs and BCUsProgram 81~89 Overview Auto AttendantStation Ringing Modes 3-181Auto Attendant Delay Ring To set Auto Attendant Delay Ring operationAttendant Console DK424 only 3-1823-183 Auto Attendant Program ExampleTo program the example 3-184 System & StationProgram Type: System Processor Type: DK14, DK40i, all RCTUs and BCUsPrograms *81, *84 and *87 Overview 3-185Program *81 Program *843-186 System & Station1.PDN belongs to Standard Telephone 3.See Program *343-187 Program 93 – CO Line Identification 3-188Program Type: System Initialized Default: Blank System & StationProgram 93 Overview 3-189To enter CO line identification Numeric ModeProgram 97 – Printing Program Data through SMDR Program 97 Overview3-190 Initialized Default: Prints out customer databaseToll Restriction Features Toll RestrictionToll Restriction Methods Simple Toll RestrictionSpecial Common Carrier Authorization Station Priority Classes 1~8Office Code Exception Tables Toll Restriction Override by System Speed DialCompleting the Toll Restriction System Record Completing the Toll Restriction System RecordProgram 40 – Station CO Line Access Program 40 – Station CO Line AccessToll Restriction Program TypeProgram 40 Overview Tie LinesProgram 41 – Station Outgoing Call Restriction Toll RestrictionProgram Type Program 41 - Station Outgoing Call RestrictionProgram 41 Overview Automatic Busy Redial ABR overrides ProgramToll Restriction Program TypeProcessor Type: DK14, DK40i, all RCTUs and BCUs ButtonProgram 42-0Overview Program 42-1~8- PBX/Centrex Access Codes Program 42-1~8Overview4-10 Program 43 – 0 + Credit Card Dialing Option 4-11Initialized Default: All LEDS Off Toll RestrictionProgram 43 Overview 4-12Program 44-1~8Overview 4-13Program 44-91~93Overview 4-14Program 45-1– LCR/Toll Restriction Dial Plan Program 45-1Overview4-15 4-16 PlanPlan Post 1995 North American Numbering Plan NANP 4-17Plans 4~6 Plan4-18 Plan 7 - 10XXX+1+NXX+NXX/NXXPlan PlanProgram 45-2– Toll Restriction Disable Program 45-2Overview4-19 Program 45-2– Toll Restriction DisableProgram 45-3~6Overview 4-20Item Description4-21 Items 3 andItems 4 and Program 45-8~9– Toll Restriction Override Code Program 45-8~9Overview4-22 Program *45-1Overview 4-23SELECT = DATA = Office CodeProgram *45-2Overview 4-24Example Centrex assume 4-25 Example 10-digitDialingProgram *45-3Overview 4-26Processor Type: DK14, DK40i, all RCTUs and BCUs Using or # as the First Digit on ISDN BRI/PRI 4-27Example ExampleProgram *45-4– Special Code Dialing Sequence with Program *45-4Overview4-28 LED 01: Pause following Program *45-3codeLCR Example 4-29Program *45-5– Overlap Area Code Program *45-5Overview4-30 Program 46-2~4Overview 4-314-32 Toll RestrictionProgram Type Processor Type: DK14, DK40i, all RCTUs and BCUsProgram 46-6~8Overview 4-33Programs 46-10~80Overview 4-34LED 01: 0 Restricted 4-35 LED 02: 01 RestrictedLED 03: 1+AC+555 and AC+555 Allowed Programs 46-11~46-81Overview 4-36Initialized Default: Leaves all LEDs Off Toll Restriction4-37 Toll RestrictionProgram Type Processor Type: DK14, DK40i, all RCTUs and BCUsProgram 47 Overview 4-384-39 Initialized Default 100 for all portsToll Restriction Program TypeProgram 48 Overview 4-40Digit Restriction Station RestrictionLCR Features Least Cost RoutingParameters Home Area CodeTimeout after 0 Zero LCR Station Access Priority AssignmentsLCR Conditions Area Code and Office Code ExceptionsLCR CO Line Programming Reference Table LED 01 Enable System LCR Program 50-1– LCR ParametersProgram 50-1Overview LED 02: Not usedLED Button 04: Dial Tone After LCR Access Program 50-2– LCR Home Area CodeProgram 50-2Overview Programs 50-31~5 – LCR Special Codes Programs 50-31~5 OverviewProgram 50-4Overview SELECT =DATA = LDI Route Plan see Legend below Program 50-5– LCR Local Call Plan Number Program 50-5OverviewProgram 50-6- LCR Dial 0 Zero Time-out Program 50-6OverviewOverview for Programs 51~54 Program 51 – LCR Area Codes 5-10Least Cost Routing Program TypeProgram 51 Overview HMIS Example5-11 Example5-12 Least Cost RoutingProgram Type Program 50-2– LCR Home Area CodeProgram 52 Overview 5-13Example Example5-14 Least Cost RoutingProgram Type Program 50-2– LCR Home Area CodeInstallation Requiring Time Scheduling Feature Program 53 Overview5-15 Least CostRouting5-16 HMIS Example53 for the HMIS Least Cost RoutingProgram 54 – LCR Route Definition Tables Program 54 Overview5-17 Least Cost Routing5-18 Route Definition NumberCO Line Group assigned in Program Modified Digits TableProgram 55 – LCR Modified Digits Table Program 55 Series Overview5-19 of Dialed Number Program 55-0Overview5-20 5-21 Least Cost RoutingProgram 50-2- LCR Home Area Code Pause Entry Reference Programs 55-1,Program 55-1and 2 Overview 5-22Program 56 – LCR Station Group Assignments 5-23Least Cost Routing Program TypeProgram 56 Overview 5-24HMIS Example Automatic Call Distribution Program 03 – RSIU, RSSU, PIOU, PIOUS ACD/MIS Slot Program 03 OverviewAssignments Program 09 – Auto Attendant Prompt/ACD Group AssignmentsProgram 09 Overview 1.Enter Program 09. “SELECT” appears on the LCD Related Programs Initialized Default: See table belowProgram *09 Overview Automatic Call DistributionLED 02: Not Used LED 03 Supervisor Monitor Tone and DisplayLED 04: ACD Group Unavailable Destination Program 10-4– ACD/ISDN/Tandem ParametersProgram 11 – ACD Timing Assignments Initialized Default: See table belowAutomatic Call Distribution Program 11 – ACD Timing AssignmentsCode 2: Ring Agent Timer Code 3 After Call Work TimerCode 4: Ring-Back-ToneRBT Timer Program 11 OverviewCode 5: Music Timers 1, 2, and Code 6: Call Waiting Alarm TimerCode 7: Call Waiting Alarm Timer Code 8: Alarm Guard TimerCode 9: Call Disconnect Timer 6-10Program 14-0Overview 6-11SELECT = Light Button/LEDs of CO lines that should beProgram 14-1– ACD Agent Identification Code Program 14-1OverviewProgram *14-1Overview 6-12Program 18 - Agent Names for SMIS/MIS Assignments Program 18 Overview6-13 To enter an Agent ID name or number6-14 To erase dataNumeric Mode Automatic Call DistributionProgram 14-2– ACD Supervisor Passwords Program 14-2Overview6-15 6-16 Initialized Default PortAutomatic Call Distribution SELECT = SELECT = ACD Group NumberProgram *14-2Overview 6-17Program 14-3– Announcement/Music Port and Queue Pattern6-18 Initialized Default: all blanksProgram 14-3Overview 6-19Code 1 Announcement Port One Code 2 Announcement Port Two6-20 Automatic Call DistributionStrata DK Programming 5/00 CodeProgram 14-4– Queue Time Out Overflow Destination 6-21Initialized Default: Port Automatic Call DistributionProgram 14-4Overview 6-226-23 = Queue TimerAutomatic Call Distribution SELECT =Program 14-5Overview 6-246-25 Overflow OperationCall Queue Overflow Point OP Guide 6-26 Non-RepeatingQueue AnnouncementProgram 14-6– After Shift Service Destination 6-27Program 14-6– After Shift Service Destination Initialized Default Destination = Incoming portProgram 14-6Overview 6-28Program 14-71– Queue Size for Alarm, Immediate Program 14-71Overview6-29 AssignmentsProgram 14-72– Queue Size for Alarm Program 14-72Overview6-30 Program 14-73- Queue Size for Alarm Program 14-73Overview6-31 Program 14-8– Alarm Pattern Assignments DATA = 0: No AlarmDATA = 1: Immediate Alarm DATA = 2: Call Waiting Alarm 1 and6-33 ExampleProgram 14-9– Work Unit Assignments Program 14-9Overview6-34 Program 71 – DID/Tie/DNIS/ANI Lines 6-35Program 35 – Station Class of Service Program 15 – Ground/Loop/Tie/DID Line Options6-36 Automatic Call DistributionProgram 90, 91-1,or 91-9initializes Program 6-37 Automatic Call DistributionCall $&+HOS6-38 Automatic Call DistributionStrata DK Programming 5/00 Related Programs 6-39Program 39 Overview 6-40 Flowchart 6-1ACD Group Call RoutingAutomatic Call Distribution Notes6-41 Flowchart 6-2ACD Group Queue/Overflow OperationAutomatic Call Distribution Automatic Call6-42 Flowchart 6-3ACD Time Out OverflowAutomatic Call Distribution Strata DK Programming 5/006-43 Automatic Call DistributionStrata DK Programming 5/00 Notes6-44 Flowchart 6-5After Shift OperationAutomatic Call Distribution Strata DK Programming 5/006-45 Automatic Call DistributionStrata DK Programming 5/00 Notes6-46 Automatic Call DistributionIf the agent presses a DN or another Strata DK Programming 5/006-47 Automatic Call DistributionStrata DK Programming 5/00 Overflow after announcement/music or6-48 Start: call enters queue from ACD FlowchartAutomatic Call Distribution Strata DK Programming 5/006-49 Start: call enters queue from ACD FlowchartAutomatic Call Distribution Two announcements, then continued music6-50 •the queue timer in Program 11-1expires•the disconnect timer in Program 11-9expires Automatic Call DistributionISDN System Programs OverviewFlowchart ISDNSystem Programs Overview ISDN Related Programs ISDN Related ProgramsISDN ISDN Related ProgramsProgram *16 Standard TrunksTrunk Programs Overview Primary Rate Interface PRI ProgrammingGuidelines for Programming ISDN Calling Features Programming for ISDN CO Switch TypeProgramming for ISDN PRI DID Type Call Guidelines for Programming ISDN Calling Features When connecting to a DMS XXX with NI1 protocolmust be Off in Program *66-3when this LED is On ISDNProgramming for ISDN PRI DNIS Type Call Guidelines for Programming ISDN Calling FeaturesISDN Table 7-3ISDN PRI DNIS Type Call ProgrammingProgramming for ISDN PRI LDN Type Call Guidelines for Programming ISDN Calling FeaturesISDN Call-By-CallOverview T1 Example7-10 Call-by-CallLine Sharing 7-11Example Call-by-CallMin/Max Control 7-12Example Time Zones Call-by-CallProgramming7-13 Program 16 - Assign CO Line Groups 7-14Program 16 – Assign CO Line Groups Program *16 – ISDN Trunk Group Type Assignment Program *16 Overview7-15 Program *42 – Clock Source Program *42 Series Overview7-16 Program *43-1~3Overview 7-17Program *43-1Overview Program *43-2Overview 7-18Program *43-3– Network PRI Interface Assignment Program *43-3OverviewProgram *43-4Overview 7-19Program *44 Overview 7-20BRI Trunk Number SPID TypeProgram *60 Overview 7-21Program *61 - Analog Trunk Services for ISDN Program *61 Overview7-22 Initialized Default: See belowProgram *62 – Non-ISDNStation Bearer Service Program *62 Overview7-23 Initialized Default: See belowProgram *63 – ISDN Dialing Parameters Program *63 Overview7-24 Program *64-1– Direct Inward Dialing Parameters Program *64-1Overview7-25 ISDNProgram *64-2Overview 7-26Program *65 – ISDN Channel Group Assignment Program *65 Overview7-27 Program *66-1– Channel Group Number Parameters Program *66-1Overview7-28 Program *66-2Overview 7-29Program *66-4 Call-by-CallNetwork ID 7-30Program *66-4Overview Record SheetProgram *66-3– Channel Group/Trunk Parameters Program *66-3Overview7-31 7-32 Program *66-4 Call-by-CallNetwork IDISDN Program *66-3– Channel Group/Trunk ParametersProgram *66-5Overview 7-33Program *66-6Overview 7-34For Programs *66-5and *66-6 Program *66-7– LDN/Trunk Group Assignments Program *66-7Overview7-35 Initialized Default: BlankProgram *67-1– Trunk Group Call Direction Program *67-1Overview7-36 Initialized Default Both WayProgram *67-2Overview 7-37Program *67-2– Call Types for ISDN Trunk Group SupportedProgram *67-3Overview 7-38Initialized Default: Default = ISDNProgram *67-4Overview 7-39Initialized Default: 23 maximum default channels ISDNProgram *67-5– Multiple Time Zone Settings Program *67-5Overview7-40 Program *68-1Overview 7-41LED 01: Outgoing Caller ID LED 02: Outgoing Caller ID Status ChangeProgram *68-2– Outbound CNIS Parameters Program *68-2Overview7-42 Program *69-1– CNIS Presentation Parameters Program *69-1Overview7-43 Program *69-2– Special Number Assignment Program *69-2Overview7-44 E911 Operation OverviewSMDR S004 3710 3710 08:145833710 911 MARY MProgramming Overview LED 11: CAMA Operation Enabled/Disabled LED 10~07: CAMA Trunk Circuits Enabled/DisabledProgram *11-0– E911/CAMA Trunk Assignments Program *11-0OverviewLED 02: CAMA Trunk Disconnect Operation Options Program *11-1– CAMA Trunk Group Line Assignments Program *11-1OverviewProgram *11-2Overview Hunt from CAMAHunt to CAMA Trunk Trunk GroupProgram *11-5– CAMA Digits Sent on 911 Calls Program *11-5OverviewProgram *11-6– E911 Interdigital Timer Program *11-6OverviewProgram *11-8Overview 8-10Initialized Default: Data, Blank E911Program *12 – CESID Station Information Program *12 Overview8-11 8-12 NYY = Office Code XXXX= Station Directory NumberProgram *13 Overview 8-13Processor Type: DK40i, all RCTUs and BCUs Release 8-14 E911Strata DK Programming 5/00 Glossary GL-1Term DefinitionGL-2 GlossaryTerm DefinitionGL-3 GlossaryTerm DefinitionGL-4 GlossaryTerm DefinitionGL-5 GlossaryTerm DefinitionGL-6 GlossaryTerm DefinitionGL-7 GlossaryTerm DefinitionGL-8 GlossaryTerm DefinitionGL-9 GlossaryTerm DefinitionGL-10 See RDTUGlossary TermIndex IN-1IN-2 IN-3 3-423-42 IN-4 8-10 Program *12IN-5 IN-6 IN-7 IN-8