Acd Smdr Printout Examples - Toshiba Strata DK40 Installation & Maintenance Manual

DK40 ACD Installation
If the RNA destination is the DK Normal Ringing assignment, tie lines route to the
[DN] assigned in Program *14-2 and DDI and loop start lines route to the Normal
Ringing assignments in Programs 81~89 (including delay ring assignments). If the RNA
destination is busy when RNA occurs, tie lines camp on to the [DN] assigned in
Program *14-2 and DDI/loop start lines mute ring the busy [DN].
If the RNA destination is the DK40 built-in AA, 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, tie lines camp on to the [DN] assigned in Program *14-2 and
loop start lines queue onto the AA announcement port. DDI lines follow the Normal
Exchange line Ringing Assignments (81, 84 and 87).

ACD SMDR Printout Examples

Auto Attendant and tie line ACD calls can be identified on SMDR printouts. Several SMDR
printout examples noting ACD information are provided.
(See Figures 7-3
rather than SMDR. SMIS is designed to track ACD/PBX agent calls.
DDI and loop start line ACD calls can only be identified by line and station numbers. The
ACD tag is not applied. Again, for detailed ACD call record reporting, Toshiba recommends
using SMIS reports.
The Work Unit (or Stroke) 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
009 ACD
009 204
Figure 7-3 DDI Call to ACD Queue Example
7-10
Refer to the Strata DK40 Programming Manual or DK Library CD-Rom for more details.
~ 7-9). However, Toshiba recommends using SMIS to track ACD call data
If multiple Work Unit entries are entered on the same ACD call, SMDR only sends
data for the last entry. MIS or SMIS receives all entries made.
14:30 00:02;03 00;04
14:31 00:00;26
ACD Line Operation/Programming Considerations
Identifies ACD call (not Group number)
Call answered by Agent Time
Ring before Queue + Queue Time
DDI Seizure + Digits Received Time
204
Agent Telephone Primary Directory Number [PDN]
Agent Talk Time Duration
Call Disconnect Time
Agent Telephone [PDN]
DDI Line Number
Strata DK40 I&M Manual Spring 1999
2023