Toshiba Strata DK14 Installation And Maintenance Manual page 12

Contents
Chapter 11 - DK424 ACD Installation
RPCI-DI/PDIU-DI/PDIU-DS Data Communication Installation Tests ...................................10-66
DK Alarm Sensor ............................................................................................................................10-75
Auto Attendant ................................................................................................................................10-76
Strata DK Built-In Auto Attendant (AA) .................................................................................10-77
Non-built-in Auto Attendant ....................................................................................................10-84
Multiple PIOU, PIOUS, RSSU Installation ....................................................................................10-84
Enhanced 911 Service (E911) .........................................................................................................10-86
E911 System Installation ..........................................................................................................10-86
E911 Programming ...................................................................................................................10-86
Chapter 11 - DK424 ACD Installation
Installation .........................................................................................................................................11-2
Multiple Serial Port Installation .................................................................................................11-2
Wiring .........................................................................................................................................11-3
ACD Installation Guidelines .............................................................................................................11-4
ACD Line Operation/Programming Considerations .........................................................................11-7
ACD Programming .....................................................................................................................11-7
Direct Incoming Assignments to ACD Groups ..........................................................................11-7
DID/Tie/DNIS/ANI Incoming Line Calls ..................................................................................11-7
Transfer From Built-in Auto Attendant (AA) to ACD Group ....................................................11-7
Transfer From External AA to an ACD Group ..........................................................................11-8
Overflow From an ACD Group Queue ......................................................................................11-8
ACD Group Status ......................................................................................................................11-9
Agent Ring No Answer Call Treatment ...................................................................................11-10
ACD SMDR Printout Examples ...............................................................................................11-10
Insight DK (DK424 only) ...............................................................................................................11-14
Call Center Viewer (CCV) ..............................................................................................................11-14
Application Overview ...............................................................................................................11-14
Strata DK Requirements ...........................................................................................................11-15
Host PC Requirements ..............................................................................................................11-15
Reference Information ..............................................................................................................11-16
CCV Configuration .........................................................................................................................11-16
Considerations ..........................................................................................................................11-16
Connectors ................................................................................................................................11-16
CCV Configuration Instructions .....................................................................................................11-18
Connecting the DK to a Stand-alone CCV PC .........................................................................11-18
Connecting the DK to a Stand-alone CCV PC, More than 50 Feet Away ...............................11-19
Connecting CCV and SMIS .....................................................................................................11-20
Connecting Up to Three CCV PCs ...........................................................................................11-21
Connecting the CCV to More than Three CCV PC ..................................................................11-22
Spectrum Electronic Wall Boards ...................................................................................................11-24
Multiple Wall Boards ...............................................................................................................11-24
Chapter 12 - Fault Finding
Fault Classification ............................................................................................................................12-1
Fault Clearing Procedures .................................................................................................................12-1
Parts Return .......................................................................................................................................12-2
KSU/RCTU Fault Isolation ...............................................................................................................12-3
Fault Isolation Procedure ............................................................................................................12-3
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Strata DK I&M 5/99