Acd Line Operation/Programming Considerations; Acd Programming; Direct Incoming Assignments To Acd Groups; Did/Tie/Dnis/Ani Incoming Line Calls - Toshiba STRATA DK14 Installation And Maintenance Manual

ACD Installation

ACD Line Operation/Programming Considerations

Step 9: Install ACD to Strata DK Built-in Auto Attendant (AA) Integration
If ACD calls route to an ACD Group via the Strata DK built-in AA, install and program the AA
per "Strata DK Built-In Auto Attendant (AA)" on Page
Auto Attendant "single digits" are assigned to ACD Groups in Program 09.
Step 10: Assign ACD to Toshiba Stratagy or VP AA Integration
If a Toshiba Stratagy or VP AA must answer calls and transfer CO lines to ACD Groups, assign
the CO lines to ring the Strata DK standard telephone ports connected to the Stratagy or VP AA in
Programs 81~89.
Also program the appropriate Strata DK station ports to interface with the Stratagy or VP ports in
Program 31.
Program the Stratagy or VP AA to hookflash and dial
(where XX = the ACD Group Number: 01~16).
ACD Line Operation/Programming Considerations

ACD Programming

All types of DK lines can be routed to ACD Groups (ground/loop start, DID/Tie/DNIS/ANI).
Lines can be assigned in programming to route directly to ACD Groups when they ring or dial into
the Strata DK system. All line types can be programmed to transfer into an ACD Group from any
telephone, attendant console, or built-in or external AA.
Use the ACD programming guidelines and flowcharts provided in Chapter 6 of the Strata DK
Programming Manual to configure the remaining ACD items per the customer's requirements.
The following paragraphs describe differences in the operation and programming of ground/loop
start lines versus DID/Tie/DNIS/ANI lines used with an ACD system.

Direct Incoming Assignments to ACD Groups

Ground/Loop Start Incoming Line Calls
Program 14-0: Used to make the line assignments to send calls directly to specific ACD Groups.
If a ground or loop start line is assigned to an ACD Group in Program 14-0, it routes per that ACD
Group's call routing assignments.
ACD calls ring on Agent
*US
buttons to Agent telephones. ACD CO
to overflow destination telephones.
Note

DID/Tie/DNIS/ANI Incoming Line Calls

Program *09 or Program 71-1, 2, or 3: assigns DID/Tie/DNIS/ANI incoming digits to ACD
Groups and DID digits to ring designated station ports. ANI only lines must route to the same
ACD Group (see Program 71-1, 2, or 3 address 349 or 499).
13-6
$&' &DOO
Program 14-0 has priority over all other ringing assignments except Program 78 (61, 62,
and 63). If a line is assigned to ring an ACD Group in Program 14-0 at the same time the
line is assigned to ring the DK built-in AA in Program 78, the line routes to the AA.
12-74.
;;
[PhDN] buttons. Do not assign CO
/LQH 3RROHG /LQH *US
or
to transfer calls to ACD Groups
/LQH 3RROHG /LQH
or
buttons can be assigned
Strata DK I&M 6/00