Chapter 3 - Configuration Of The Acd System; Prior To Installation - Toshiba STRATA CIX Effective Call Center Management Installation Manual

Configuration of the ACD System
This chapter gives the initial steps to set up and configure the ACD for HMP and Dialogic-based
systems. Please read the entire contents of this chapter before beginning Installation.
Important! The License set up is different for MAS and Dialogic-based systems.
Refer to

Prior to Installation

The ACD PC must have a Network Interface Card (NIC) installed prior to starting these steps.
Follow the PC manufacturer's instructions for installing the boards. Complete instructions are
packaged with every Toshiba system.
If the system is MicroMAS-D or a Dialogic based system, follow the instructions in
Dialogic Boards.
Step 1: Prepare ACD PC
Step 1A: Set Up PC for Networking
1. Power up the PC. The Windows 2000 or Windows XP desktop displays.
Go to My Computer and Network Neighborhood to name the PC, and enable the Network
Interface Card(s) to use the TCP/IP protocol. You also need to enter the "static IP" address
provided by the customer's Network Administrator.
Step 2: Prepare Strata CIX
The Strata CIX provides an intelligent link for controlling calls using external software. This LAN
link will need to be defined along with the Pilot Directory Numbers (DNs) to be used for Computer
Telephony Integration (CTI) modules, including Strata ACD. This LAN link will need to be licensed
for the number of CTI sessions allowed.
In addition, a series of standard station ports will need to be defined for use with a PC speech card
to provide the messages for ACD, or other ports for optional Interactive Voice Response (IVR), or
other applications. The final step is to define feature buttons on the Agent's and Supervisor's
phones to make access to the features easier to use.
Strata CIX ACD Installation
Chapter 1 – Licenses.
06/2012
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Chapter 4 –
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