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Automatic Call Distribution
Strata DK Programming 5/00 v
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/Tandem Parameters................................................................................6-6
Program 11 – ACD Timing Assignments............................................................................................6-7
Program 14-0 – Loop/Ground Start Line Direct to ACD Group Assignments..................................6-11
Program 14-1 – ACD Agent Identification Code Assignments.........................................................6-12
Program *14-1 – Auto Answer with Zip Tone Assigned to Agent ID ..............................................6-12
Program 18 – Agent Names for SMIS/MIS Assignments .................................................................6-13
Program 14-2 – ACD Supervisor Passwords.....................................................................................6-15
Program *14-2 – DID, Tie, DNIS, ANI Line After Shift/Overflow Substitution Destinations ........6-16
Program 14-3 – Announcement/Music Port and Queue Pattern........................................................6-18
Program 14-4 – Queue Time Out Overflow Destination...................................................................6-21
Program 14-5 – Overflow Point and Ring No Answer Routing Destination.....................................6-23
Program 14-6 – After Shift Service Destination................................................................................6-27
Program 14-71 – Queue Size for Alarm, Immediate Assignments....................................................6-29
Program 14-72 – Queue Size for Alarm 1 .........................................................................................6-30
Program 14-73 – Queue Size for Alarm 2 .........................................................................................6-31
Program 14-8 – Alarm Pattern Assignments .....................................................................................6-32
Program 14-9 – Work Unit Assignments...........................................................................................6-34
Program 15 – Ground/Loop/Tie/DID Line Options...........................................................................6-35
Program 17 – DID/Tie Line Options .................................................................................................6-35
Program 35 – Station Class of Service...............................................................................................6-35
Program 71 – DID/Tie/DNIS/ANI Lines...........................................................................................6-35
Program 39 – Flexible Button Assignments for ACD Telephones....................................................6-36
Chapter 7 – ISDN
System Programs Overview.................................................................................................................7-1
ISDN Related Programs.......................................................................................................................7-3
Trunk Programs Overview...................................................................................................................7-5
Guidelines for Programming ISDN Calling Features ..........................................................................7-6
Programming for ISDN CO Switch Type .....................................................................................7-6
Programming for ISDN PRI DID Type Call.................................................................................7-6
Programming for ISDN PRI DNIS Type Call...............................................................................7-8
Programming for ISDN PRI LDN Type Call................................................................................7-9
Call-By-Call Overview ......................................................................................................................7-10
T1 Example..................................................................................................................................7-10
Call-by-Call Line Sharing ...........................................................................................................7-11
Call-by-Call Min/Max Control....................................................................................................7-12