Acd Smdr Printout Examples - Toshiba strata CT Installation & Maintenance Manual

ACD SMDR Printout Examples

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Strata CT I&M Manual October 2000
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If the RNA destination is the CT Normal Ringing assignment, DDI/Tie/ lines route to
the [DN] assigned in Program *14-2 and loop start lines route to the Normal Ringing
assignments in Programs 81~89 and *81, *84, and *87 (including delay ring
assignments). If the RNA destination is busy when RNA occurs, DDI/Tie lines camp on
to the [DN] assigned in Program *14-2 and loop start lines mute ring the busy [DN].
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If the RNA destination is the CT built-in AA, DDI/Tie lines route to the [DN] assigned
in Program *14-2 and loop start lines route per the AA program assignments. If the AA
is busy when RNA occurs, DDI/Tie lines camp on to the [DN] assigned in Program *14-
2 and loop start lines queue onto the AA announcement port.
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If the RNA destination is the CT attendant console, RNA calls ring or queue on the
console whether it is busy or idle. This applies to loop, Tie or DDI lines.
Auto Attendant, DDI, and Tie line ACD calls can be identified on SMDR printouts. Several
SMDR printout examples noting ACD information are provided. (See
7-10). However, Toshiba recommends using Insight DK to track ACD call data rather than
SMDR. Insight DK is designed to track ACD/PBX agent calls.
Loop start line ACD calls can only be identified by line and station numbers. The ACD tag is
not applied. For detailed ACD call record reporting, Toshiba recommends using Insight DK.
The Work Unit count data, which is entered from the Agent telephone while on an ACD call,
is printed in the account code field of the SMDR output data (last 15 columns).
Note If multiple Work Unit entries are entered on the same ACD call, SMDR only sends
data for the last entry. MIS receives all entries made.
ACD Installation
Figures 7-3 through
7-11