Acd Line Operation/Programming Considerations; Acd Programming; Direct Incoming Assignments To Acd Groups; Tie Incoming Line Calls - Toshiba Strata DK40 Installation & Maintenance Manual

DK40 ACD Installation

ACD Line Operation/Programming Considerations

ACD Programming

All types of DK40 exchange lines can be routed to ACD Groups (loop start, DDI/tie). Lines
can be assigned in programming to route directly to ACD Groups when they ring or dial into
the Strata DK40 system. All line types can be programmed to transfer into an ACD Group
from any telephone or built-in or external AA.
Use the ACD programming guidelines and flowcharts provided in Chapter 6 of the Strata
DK40 Programming Manual to configure the remaining ACD items per the customer's
requirements.
The following paragraphs describe differences in the operation and programming of loop
start lines versus DDI/tie lines versus DDI lines used with an ACD system.

Direct Incoming Assignments to ACD Groups

Loop Start Incoming Line Calls
Program 14-0: Used to make the line assignments to send calls directly to specific ACD
Groups. If a 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 telephones under either the [PDN/INT] button or a 3RROHG /LQH
button for the gruop of exchange lines assigned to ring the ACD Group. ACD &2 /LQH or
3RROHG /LQH *US buttons can be assigned to overflow destination telephones.
Note

Tie Incoming Line Calls

Program *09 : assigns tie line incoming digits to ACD Groups.
If the incoming digits (XXXX) dialled from a tie line match the digits assigned to an ACD
Group, the call routes per that ACD Group's call routing assignments.
ACD calls ring on Agent [PDN] or 3RROHG /LQH *US buttons. Do not assign tie /LQH
buttons to Agent telephones. However, tie /LQH buttons can be assigned to overflow
destination telephones.

DDI Incoming Line Calls

Program *10 assigns DDI Incoming digits to ACD groups. Up to 10 different DDI telephone
numbers can be set to ring each ACD group.
ACD calls ring on the Agent[PDN] or 3RROHG /LQH *US buttons. However, &2 /LQH or
3RROHG /LQH *US buttons can be assigned to overflow destination telephones.
7-6
Refer to the Strata DK40 Programming Manual or DK Library CD-Rom for more details.
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 DK40 built-in AA in Program 78, the line routes
to the AA.
ACD Line Operation/Programming Considerations
Strata DK40 I&M Manual Spring 1999