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Contents
Chapter 6 – Automatic Call Distribution
iv
Strata DK Programming 5/99
Program 50-2 – LCR Home Area Code...............................................................................................5-5
Programs 50-3 (1~5) – LCR Special Codes.........................................................................................5-6
Program 50-4 – LCR Long Distance Information (LDI) Plan Number...............................................5-7
Program 50-5 – LCR Local Call Plan Number....................................................................................5-8
Program 50-6 – LCR Dial 0 (Zero) Time-out......................................................................................5-9
Program 51 – LCR Area Codes .........................................................................................................5-10
Program 52 – LCR Office Code Exceptions for Specified Area Code..............................................5-12
Program 53 – LCR Schedule Assignments for LCR Plans................................................................5-14
Program 54 – LCR Route Definition Tables......................................................................................5-17
Program 55 – LCR Modified Digits Table ........................................................................................5-19
Program 55-0 – Delete Number of Digits From the Front of Dialed Number...................................5-20
Program 55-1 and 2 – Add Digits Before and/or After the Dialed Number......................................5-21
Program 56 – LCR Station Group Assignments................................................................................5-23
Chapter 6 – Automatic Call Distribution
Program 03 – RSIU, RSSU, PIOU, PIOUS ACD/MIS Slot Assignments..........................................6-2
Program 09 – Auto Attendant Prompt/ACD Group Assignments.......................................................6-3
Program *09 – ACD Group DID Line Digit Assignments..................................................................6-5
Program 10-4 – ACD/ISDN Parameters..............................................................................................6-6
Program 11 – ACD Timing Assignments............................................................................................6-8
Program 14-0 – Loop/Ground Start Line Direct to ACD Group Assignments..................................6-12
Program 14-1 – ACD Agent Identification Code Assignments.........................................................6-13
Program *14-1 – Auto Answer with Zip Tone Assigned to Agent ID ..............................................6-14
Program 18 – Agent Names for SMIS/MIS Assignments .................................................................6-15
Program 14-2 – ACD Supervisor Passwords.....................................................................................6-17
Program *14-2 – DID, Tie, DNIS, ANI Line After Shift/Overflow Substitution Destinations ........6-18
Program 14-3 – Announcement/Music Port and Queue Pattern........................................................6-20
Program 14-4 – Queue Time Out Overflow Destination...................................................................6-23
Program 14-5 – Overflow Point and Ring No Answer Routing Destination.....................................6-25
Program 14-6 – After Shift Service Destination................................................................................6-29
Program 14-71 – Queue Size for Alarm, Immediate Assignments....................................................6-31
Program 14-72 – Queue Size for Alarm 1 .........................................................................................6-32
Program 14-73 – Queue Size for Alarm 2 .........................................................................................6-33
Program 14-8 – Alarm Pattern Assignments .....................................................................................6-34
Program 14-9 – Work Unit Assignments...........................................................................................6-35
Program 15 – Ground/Loop/Tie/DID Line Options...........................................................................6-36
Program 17 – DID/Tie Line Options .................................................................................................6-36
Program 35 – Station Class of Service...............................................................................................6-36
Program 71 – DID/Tie/DNIS/ANI Lines...........................................................................................6-36
Program 39 – Flexible Button Assignments for ACD Telephones....................................................6-37
Chapter7–ISDN
System Programs Overview.................................................................................................................7-1
ISDN Related Programs.......................................................................................................................7-3
Trunk Programs Overview...................................................................................................................7-5
Program 16 – Assign CO Line Groups ................................................................................................7-6
Program *16 – ISDN Trunk Group Type Assignment ........................................................................7-7
Program *42 – Clock Source ...............................................................................................................7-8
Program *42-1 – Primary Timing Reference Assignments (Release 3.1 and earlier).........................7-9