sundance-communications.com/forum Forums TDM Business Telephone Systems Toshiba Telephones & Systems Add agent to 424i ACD

I'm needing to add an additional agent to our ACD logins on a Strata 424i. I have his phone setup with the login/out button via program 39.

I added his agent assignment via program 14-1. A snip of the programming is
<spkr>1 060 01 6001<hold>
<spkr>1 160 02 6002<hold>

When he hits the login button it prompts
ENTER ID CODE

However when he enters 6001 or 6002 the phone displays
LOG IN ERROR

I'm not sure what I'm missing to make that agent login work.

Not sure if it make a difference but his extention is on a newly added PKDU2 at physical port 40 mapped to PDN 60 via program 4

A little more info.

The agent ID 6001 does work fine from another reps phone. No agent ID will work on the new phone.

Did you add his agent into the ACD unit?

Are you talking about the Insight DK MIS? If so then yes. And when he logs in via another agent's phone it shows him as logged in.

But now I'm a bit worried. Our old support provider had told me that the insight unit wasn't required at all. That the ACD actually was part of our 424i and the Insight just let us view it's status. I hope that is really the case as that monitor PC is ancient.

The ACD call button is a phantom extension. Did you assign that phone as the owner of that phantom?

All other phones in the ACD have their 01 flex button mapped to 6## where ## is their extention. So I set flex button 01 to ##660 in prog 39 on the new phone. And I have PhDN 660 owned by port 40 via Program *33 &#8211; [PhDN] Owner Telephone Assignment

But I don't recall any setting where I said agent 6001 should ring 660. I figured the act of logging in would associate the login phone with that agent. Would program *04 come into play in this?

I'm sure I'm missing something obvious but our old support provider didn't keep the system sheets in sync with the phone system itself. So I can't really turn to them for working examples.

From what I can recall (I'm at home now)
I used
prog 03 to define the new pdku2
prog 39 to map out the phone buttons
prog 14-1 to add the new agent ids 6001 and 6002

I'll assume you have the phantom appearances on the phone as well as the ownership stated above and in accessing the phantom and pressing the login button, entering a agent ID from 14-1 that any agent ID won't work. It would seem that the programming of the station port maybe flexed. From the actual phone go off-hook on the primary DN and dial #402 and record what is on the display the physical port # should be the same as the logical port #.
And after adding the PDKU card in Pgm 03 did you rock power? ON/OFF

I had rocked power off and on after 03. And the physical and logical ports were both 040. The phone was perfectly usable for outgoing and direct transfer calls. It was just an ACD issue.


The good news is that it no longer seems to be an issue. I did another login test before I started working on it today and everything "just worked". I imagine the program 40 adjustment (per phonemeister) fixed it and I was just fat fingering my test logins yesterday. The final test comes when that rep gets to work today


If possible could someone explain to me why the ##660 needs mapped to button 01 on the reps phone. I still don't see the relation between that phantom number and the ACD. Nor do I see why once that ownership is setup I can then login with that agent ID on any ACD phone.

The ACD call button must be a phantom extension (PhDN) on a DK, hence the ##660. Usually, button 1 is the PDN and not the PhDN. The agent ID cannot be assigned to belong a specific station. The ownership you're talking about is ownership of the PhDN. There is no ownership of an agent ID.
The agent ID can be used by any station that has an ACD call button and an ACD login button.

I guess I have a mental block on how the ACD even knows that 660 is the phantom to dial. Is there some program that says treat any 6## as an ACD call phantom?