Toshiba Strata Dk14, Dk40i, Dk424 Installation And Maintenance Manual

							DK424 ACD Installation
CCV Configuration Instructions
Strata DK I&M 5/9911 - 23
DK424 ACD Installation
Figure 11-22Connecting Multiple CCV PCs (More than 50’ from Strata DK)
2232
CCVY
Strata DK
SMIS 
Master CCV PC
CCV 
Slave PC1
CCV 
Slave PC2
CCV 
Slave PC3
CCV 
Slave PC4
Second LD can 
be up to four miles from DK
Data 
Distribution
BoxLine Driver 
Modem
Must be less than 50 
from DK
Line Driver 
Modem
ME764-MSP ME764-MSP
PPTC-9 or PPTC-25F connector
PPTC-25F connector 6-conductor, twisted pair phone cord 4-conductor, twisted pair phone cord
RS-232 cable
2428 
						

							DK424 ACD Installation
Spectrum Electronic Wall Boards
11- 24Strata DK I&M 5/99
Spectrum Electronic Wall Boards
Electronic Wall Boards can be connected to each supervisor’s PC to display call center status data 
over head from the Call Center Viewer application. This provides visibility of important call center 
event information to both supervisors and agents. The supervisor can also send custom, user 
defined, text information to the electronic Wall Board. This can be used for general information, 
motivational messages, etc. 
One copy of the Call Center Viewer application supports a Wall Board network which can cover 
all active ACD groups. The Call Center Viewer application works with Spectrum 200, 300 and 700 
series electronic Wall Boards listed below. In the following table, “R” stands for a red display and 
“C” stands for a three-color display: green, amber, and red.
Table 11-1 Wall Board Model and Part Numbers
Spectrum Electronic Wall Boards are available directly from Spectrum Corporation (800-944-
6200 or at Website: http://www.specorp.com). Spectrum provides technical support for their 
products. Toshiba does not plan to sell, stock, or provide technical support for Spectrum Wall 
Boards.
Multiple Wall Boards
Each Call Center Viewer PC can drive multiple electronic Wall Boards that function independently 
from other supervisor’s Wall Boards. Wall Boards connect to each other using a twisted pair 
Spectrum network. Up to 255 slave Wall Boards can be attached to one master Wall Board. The 
total cable distance can be up to 10,000 feet.
Each supervisor can send custom messages to that supervisor’s Wall Board. The Wall Boards are 
addressable so that multiple supervisors can use a group of Wall Boards connected to one PC to 
send messages and ACD data differently to each Wall Board.
ModelToshiba Part NumberMessage Area Size
215R Master TOS1512RM1
27” wide x 2.1” high 215R Slave TOS1512RS1
215R Stand-alone TOS1512RA1
215C Master TOS1512CM1
215C Slave TOS1512CS1
215C Stand-alone TOS1512CA1
320C Master TOS1023CM1
54” wide x 3.1” high 320C Slave TOS1023CS1
320C Stand-alone TOS1023CA1
330C Master TOS1033CM1
81” wide x 3.1” high 330C Slave TOS1033CS1
330C Stand-alone TOS1033CA1
714C Master TOS3417CM1
45.6” wide x 4” high 714C Slave TOS3417CS1
714C Stand-alone TOS3417CA1 
						

							Strata DK I&M 5/9912-1
Fault Finding
Fault Finding12
This chapter describes the procedures to diagnose faults in the Strata DK14 and DK40i Key 
Service Unit (KSU) and the DK424 system. Faults are classified and then cleared by replacing the 
malfunctioning unit and by performing operational tests in the sequences by prescribed by the fault 
clearing flowcharts in “Fault Isolation Flowcharts” on Page 12-10.
Fault Classification
A Fault Classification Flowchart is provided to ensure that fault clearing is pursued in a logical 
sequence (Flowchart 12-1 on Page 10).
The flowcharts assume that the fault was discovered and reported by a digital or electronic 
telephone user. All faults, therefore, are classified according to the way they would appear at the 
digital or electronic telephone.
Fault Clearing Procedures
Before attempting to clear any fault, ensure that it is in the system and not caused by associated 
external equipment, such as wiring, MOH source, etc.
Important!Many system features are assigned, enabled or disabled using software entries as 
described in the Strata DK Programming Manual. It is very important to verify that 
the system programming is correct and functional before troubleshooting the 
hardware.
Initialize the system (Programs 91-9 and 03) before testing new systems or when changing the 
DK14 or DK40i KSU, or DK424 RCTU PCB. 
						

							Fault Finding
Parts Return
12-2Strata DK I&M 5/99
Faults in the Strata DK40i and DK424 
are cleared by replacing PCBs, 
telephones (digital or electronic) or the 
power supply, as instructed in the 
flowcharts.
Five symbols are used in the flowcharts, 
which are identified in Figure 12-1.
The flowcharts are sequentially 
arranged to permit rapid fault 
localization within the system. All fault 
clearing must begin with the Fault 
Classification Flowchart, which is 
arranged in the correct fault locating 
sequence.
CAUTION!When handling PCBs, do not:
Drop a PCB.
Stack one PCB on top of another.
Handle a PCB without discharging any static electricity from your person by 
touching the grounded cabinet.
Touch the PCB contacts with your fingers.
Important!If the fault is not cleared by substituting a PCB, reinstall the original PCB in the 
KSU/cabinet before trying another PCB.
Parts Return
1. Pack the part in a suitable container (original box is highly recommended). Use anti-static 
containers for all PCBs and feature cartridges. Use plastic bags for digital or electronic 
telephones, KSU/cabinet, etc.
CAUTION!To avoid damage, never write on the part itself.
2. Describe the nature of the defect on an information tag. Attach the tag to the front of the unit 
with string (not wire) so the tag can remain attached during the testing and repair.
NoteReturn tags are available from Toshiba America Information Systems, Inc., TSD Division.
Progression TO or FROM another 
flowchart location.  Letters and 
numbers denote the exact 
entrance or exit points.
Important notes affecting the 
fault clearing procedure. Marking points of a 
flowchart sequence.
Question to be answered 
YES or NO.
Statement of a required action.
1887
Figure 12-1 Flowchart Symbols 
						

							Fault Finding
KSU/RCTU Fault Isolation
Strata DK I&M 5/9912-3
Fault Finding
KSU/RCTU Fault Isolation
The DK14 and DK40i KSU circuits, and DK424 RCTU circuits may contain a “soft” fault due to 
an extremely high level of static electricity and/or improper or no System Initialization.
If the KSU or RCTU is found defective during the fault finding procedures, attempt to clear a 
“soft” fault before returning the DK14 or DK40i KSU, or the DK424 RCTU PCB for repair.
ä
To clear a “soft” fault
1. Initialize the system, then re-program the system as necessary to test for the fault. 
2. If the fault returns again, tag the defective KSU or RCTU and return it for repair.
Fault Isolation Procedure
1. Test the power supply (see “Testing the System’s Power Supply” on Page 3-6). Test AC power 
and ground per system installation section.
2. Verify that the BATT jumper plug on the DK14 or DK40i Base KSU motherboard, or the 
DK424 common control RCTU PCB, is in the ON position.
3. If there are feature keys, verify that they are correctly installed:
©DK14: verify that the QKYS is correctly installed per Chapter 1 – DK14 Installation.
©DK40i verify the KKYS option installation on the K4RCU3 per Chapter 3 – DK40i 
Installation. 
©DK424 verify correct installation of the RRCS or RKYS options on the RCTU per 
Chapter 7 – DK40i/DK424 Universal Slot PCBs.
4. For the DK14 and DK40i, skip to Step 6.
For the DK424, make sure the system power is OFF. Then install an RCTU in the “RCTU” 
slot of the base cabinet. If RCTUD is installed, install RCTUC in the “R11” slot of the base 
cabinet. If RCTUBB is installed in the “RCTU” slot, install RCTUBA in the R11 slot of the 
base cabinet.
5. For DK424: If installing RCTUBA and RCTUBB, RCTUC and RCTUD, or RCTUE and 
RCTUF connect them together with the two ribbon cables supplied per Chapter 5 – DK424 
Installation. 
6. Verify that all PCBs are installed in proper slots per Chapter 1 – DK14 Installation, Chapter 2 
– DK40i Configuration, or Chapter 4 – DK424 Configuration. 
7. Turn system power ON; backup the customer database using DK Admin or DK Backup. For 
the DK424, verify that the heartbeat LED flashes on RCTUA3, RCTUBB, RCTUB, RCTUD, 
RCTUE (RCTUA, RCTUBA, RCTUC and RCTUF do not have heartbeat LEDs).
8. Run System Initialization Program 91-9 (two times) per Program 91-9.
9. Run Program 03, for all option PCBs installed per Program 03.
10. Run the processor RAM tests with Program 00 (Part 2).
11. Enter the customer database (manually or with DKAdmin or DKBackup) and retest for faults.
12. After performing the above steps, tag the defective PCB(s), Power Supply, or KSU, and return 
for repair. 
						

							Fault Finding
DK424 RPSU280 Power Supply Test
12-4Strata DK I&M 5/99
DK424 RPSU280 Power Supply Test
This test applies to the base and expansion cabinet RPSU280 and RPSU424 power supplies. 
Cabinet PCBs may or may not be installed when beginning this test. Some steps in the test require 
an AC/DC voltmeter that can measure up to 50VDC and 150VAC.
Notes
lRPSU280 and RPSU424 power supplies are fit, form, and functionally the same. They can be 
interchanged and mixed in DK280 and DK424 systems.
lTo test DK14 or DK40i power supplies, see their respective installation in
Chapter 1 – DK14 Installation or Chapter 3 – DK40i Installation.
ä
To test the Power Supply
1. Verify that the correct RPSU280 and RPSU424 jumper plug is installed in the jumper plug 
socket. The plug with the wire must be installed on the base cabinet power supply and the plug 
without the wire must be installed on all expansion cabinet power supply. One of each plug is 
supplied in a plastic bag attached to each power supply.
2. Verify the power supply ON/OFF switch is in the ON position.
NoteThe base cabinet ON/OFF switch must be ON to allow expansion cabinet power supplies 
to operate.
Verify that the data ribbon cable is plugged into the base from all expansion cabinets.
Check AC power and ground per AC Power and Grounding Requirements in
Chapter 5 – DK424 Installation.
3. Ensure the AC power cord is plugged into the RPSU280 or RPSU424 AC IN connector and 
the commercial AC outlet (or power strip (RPSB) if used). The green power LED indicator 
will be on when AC power is connected to the power supply and the ON/OFF switch is ON. 
Take appropriate action to restore AC power if necessary.
NoteThe green power LED indicates that AC voltage is present at the AC IN connector only 
when the power supply ON/OFF switch ON. This is helpful for battery backup systems—
the POWER indicator will be OFF and the +5V and –5V indicators will be ON when the 
DK280 or DK424 is operating on reserve power (batteries).
4. Verify that the +5V and –5V green LED indicators are ON. If one or both indicators are OFF, 
remove cabinet PCBs one at a time and check if +5V or –5V indicators turn on (it may be 
necessary to turn power OFF and ON to restore ±5V). Replace defective PCBs causing a ±5V 
fault.
Important!If a CRCU PCB is installed on an RCTU PCB, ±5V will turn OFF. Do not install 
CRCU on RCTU. Only RRCS DTMF PCBs can be installed on RCTU.
5. Lightly press the three –24 circuit breakers to ensure they have not accidentally opened during 
shipment. If a circuit breaker continues to “trip,” remove cabinet PCBs, one at a time, and try 
to reset the circuit breaker. Replace defective PCBs if causing –24V fault. If breakers continue 
to trip, go to Step 7.
6. Using a DC voltmeter, measure the power supply DC output voltages at the “DC OUT” 
connector on the power supply. Place the positive (black) meter lead on the FG screw. Insert 
the negative (red) meter lead tip into the DC out connector until it makes contact. 
						

							Fault Finding
DK424 RPSU280 Power Supply Test
Strata DK I&M 5/9912-5
Fault Finding
Make sure that +5V, –5V, and –24V are within the range specified in Figure 12-2. Do this test 
with PCBs inserted; if a voltage(s) is not within specification, remove PCBs, one at a time and 
recheck the voltage. (Power may have to be turned OFF and ON to restore a voltage.) 
Replace any PCB which causes a voltage fault. If voltage tests out of specification with all 
PCBs removed from the cabinet, go to Step 7.
7. Unplug the cabinet DC power connector from the power supply “DC OUT” jack. Attempt to 
reset -24V breakers per Step 5. If breaker cannot be reset replace power supply; if breakers 
reset go to Step 8.
8. Check the power supply DC voltages measuring at the power supply “DC OUT” jack with the 
black meter lead on the BATT “+” terminal. If the DC voltages are within specification when 
the cabinet DC power connector is disconnected but not within specification when the cabinet 
is connected, the cabinet is probably defective.
If the DC voltages are not within specification when the cabinet DC power connector is 
unplugged, the power supply probably is defective. Replace the defective cabinet or power 
supply per Chapter 5 – DK424 Installation.
Important!+5VDC (white wire) cannot be checked with the DC out cable disconnected.
9. Using the DC voltmeter, check the RPSU280 battery charger as follows: Remove the battery 
cable from the power supply “BATT” connector. Place the positive (black) meter lead on the 
“+” BATT pin and the negative (red) meter lead on the “–” BATT pin. The allowed range is 
(–26.3VDC ~ –27.8VDC). The “BATT” connector output of the RPSU424 is 0VDC unless 
connected to good batteries. If BATT output is not within specification, replace the RPSU280. 
						

							Fault Finding
DK424 RPSU280 Power Supply Test
12-6Strata DK I&M 5/99
Figure 12-2 RPSU280 Power Supply Voltage Test Points / Circuit Breakers / Jumper Plugs
R11 PCTU S11 S12
S13 S14 S15 S16
R11 S11RCTU S12 S13 S14 S15 S161
2
3
-24V
POWER
+5V
-5V
AC INFGDC OUT
+
BATT-
ON
OFF
DKSUE DKSUB
4252
DC Out Cable/connector
FG Wire
and
Spade Lug
24VDC Circuit Breaker
Assignments:
Base
Jumper
Plug
AC 
Power 
Cord
ON/OFF Switch
DC VOLTAGE PINS
Power Indicator LEDs (Green)
–24VDC
Circuit
Breakers
Third Wire Ground or 
Power Supply Daisy Chain 
Ground to Next Power  
Supply
DC VOLTAGE SPECIFICATION
–5VDC (+4.5 ~ +5.5)
–5VDC (–4.5 ~ –5.5), 
Expansion Cabinet only
–24VDC (–26.3 ~ –27.8)BATT (VDC)
+
–0
–26.3 ~ –27.8*
24-1
24-2
24-3SX1, SX2
SX3, SX4, SX5
SX6, SX7, SX8
EXP. CABINET
24V-1
24V-2
24V-3S15, S16
S13, S14
S11, S12
BASE CABINET
Base
Jumper Plug
Expansion
Jumper Plug
Red
Wire
+5VDC No
Wire
0VDCBlue
Wire
–5VDCWhite
Wire
+5VDCGreen
Wire
0VDC
Green
WireGreen
Wire
0VDCYellow
Wire
–24VDCYellow
Wire
–24VDCYellow
Wire
–24VDC 0VDC
*RPSU424 “BATT” is 0 volt unless connected to good batteries. 
						

							Fault Finding
Station Cable Continuity Check
Strata DK I&M 5/9912-7
Fault Finding
Station Cable Continuity Check
Voltmeter Test
Use a voltmeter to check cable continuity between the DK40i KSU/DK424 cabinet, digital or 
electronic telephone, DSS console, and the attendant console (DK424). Make tests at the modular 
block. Refer to Ta b l e s  1 2 - 1 and 12-2.
ä
To perform the voltmeter test
1. Refer to Chapter 8 – DK40i/DK424 Universal Slot PCB Wiring for appropriate MDF wiring 
diagrams in Chapters 1 and 3.
2. Disconnect the digital or electronic telephone, DSS console, PDIU-DS, HDCB, or DDCB.
3. Using a DC voltmeter, measure between the wires of the two pairs to verify the readings 
shown in Table 12-1 for digital telephone ports. Refer to Table 12-2
 for electronic telephone 
ports. The reading will be a plus or minus depending on meter lead placement.
4. An improper reading indicates an open, crossed or shorted wire. See “Power Supply 
Replacement” on Page 1-9, Page 3-20, or Page 5-11.
5. For the MDF-to-telephone (digital or electronic) cable, use an ohmmeter to make a more 
precise check.
Table 12-1 Station Cable Continuity Check for Digital Telephone Cables using Voltmeter
FromToVo l t a g ePairWireColorPairWireColor
1TGreen1
1. The green-red, black-yellow and white-blue measurements should be within 10% 
of each other.
2TBlack0
1RRed2 TBlack242
2.Nominal voltage—within limits of ±26.3 ~ ±27.8VDC while under AC power, 
polarity depending on voltmeter lead placements.
1 T Green 2 R Yellow 242
1RRed2RYellow0
1 T Green 1 R Red 242
2 T Black 2 R Yellow 242 
						

							Fault Finding
Station Cable Continuity Check
12-8Strata DK I&M 5/99
Ohmmeter Test
Check the continuity of the cable run between the KSU/cabinet and digital or electronic telephone 
with an ohmmeter.
ä
To perform the ohmmeter test
1. Disconnect the DSS console, electronic or digital telephone.
2. At the MDF, remove the bridging clips.
3. At the MDF, place shorting jumper wires between the T and R of pair #1 (green-red), the T 
and R of pair #2 (black-yellow) and the T and R of OCA pair #3 (blue-white), for PEKU/
PESU only. (For MDF pin numbers, see Chapter 8 – DK40i/DK424 Universal Slot PCB 
Wiring.)
4. At the modular block, measure the resistance between all wire combinations. The proper 
readings are shown in Ta b l e  1 2 - 3 for digital telephones, DDSSs, DDCBs and Ta b l e  1 2 - 4 for 
electronic telephones and HDSSs.
5. An improper reading indicates an open, crossed or shorted wire. see “Power Supply Removal 
and Replacement” on Page 1-8 (DK14), or Page 3-19 (DK40i), or Page 5-11 (DK424).
Table 12-2 Station Cable Continuity Check for Electronic Telephone Cables using Voltmeter 
FromToVo l t a g ePairWireColorPairWireColor
1TGreen1
1. The green-red, black-yellow and white-blue measurements should be within 10% 
of each other.
2 T Black 242
2.Nominal voltage—within limits of ±26.3 ~ ±27.8VDC while under AC power, 
polarity depending on voltmeter lead placements.
1RRed2 TBlack242
1 T Green 2 R Yellow 242
1RRed2RYellow242
1 T Green 1 R Red 0
2 T Black 2 R Yellow 0
3 T White 3 R Blue 0
3TWhite1RRed0
3RBlue1RRed0
3 T White 1 T Green 0
3 R Blue 1 T Green 0
3 T White 2 T Black 0
3 R Blue 2 T Black 0
3TWhite2RYellow0
3RBlue2RYellow0