Starplus Triad S Product Manual

							2-12 Sta tio n Features Index
T
TEXT MESSAGING (Si lent Respo nse)Exec Keyset
TOLL RESTRICTION (Table Driven)N
TRA NSFER R ECALLN
U
U NI FO R M C ALL D ISTR IBU TIO N ( UC D )
Agent Queue Status DisplayN
A lternate UCD Group AssignmentsN
Au to Wra p -Up wi th TimerN
Av a ila b le/ Un av a ila b le M od eN
Incoming CO Direct RingingN
No -Answer Rec all Ti merN
No-Answer Retry TimerN
O ver flow Stati on Assignme ntsN
Recorded Announcements (RAN)RAN Devi ces
UNI VERSAL DAY /NIGHT ANSWER (UDA /UNA)N
V
VOICE MAIL GROUPS (VM)
V M D is c on ne c t S ig n al - Pa s s T hr ou ghVM System
V M I n-B an d Sig na li ng In teg ra tio nVM System
V M L CD Messa g e(s) I nd ic at io n1VM System
VM Message Waiting IndicationVM System
V M To n e Mod e C a lli ng Opt io nVM System
VM Transfer/ForwardVM System
VM Transfer with ID DigitsVM System
VOLUME CONTROL BAR (DKT )N Tabl e 2 -1 : Key St ati o n Feat ures/S o ft wa re Pac ka ges
Fe at ureSt d
Pk gACD
Pk gAdditional
Equipment
N = No Additional Equipment Required 
						

							Account Codes 2 -13
Account Codes
An account code is the las t field within Sta tion Messa ge D etail Recording
(SMDR), that provides tracking capabilities for specific calls by entering a
non-v erif ie d, v ariab le length ( up to 12 digits) ide ntif ie r.
The us e of forced Account C odes is o ptional, offered on a s ystem- wid e
basis. SMDR must be enabled to use account codes.
Account Codes - Force d
TheTr iad-SSystem allows arranging of the system so that station users
must enter an account code before p lacing an outside call.
Ac c ount c od es c an a ls o be us ed as a T rav el in g Cl as s-of -Se rv ic e t o
upgr ade a re st ri ct ed st ati ons cla ss- of-s er vi ce f or unre st ri ct ed dia li ng.
Account Codes must be entered before the call when forced.
Account Codes - Traveling COS ( Verified)
The Verified Account Code/Traveling Class of Service (COS) feature
pr o vid es th e a bi li ty to tr ac k spe c if ic c a ll s b y e nte r ing a v er ifi e d, v ari ab le
le ngt h (up t o 1 2 d igi t s) i de nti fi er .
Each account code can be ass ig ned a da y a nd ni ght Cl as s-of -Se rv ice for
determining the dialing privileges allowed by that account code. This
provides a means for users to override a restricted station. If the dialed
account code matches the Verified Account code table, an intercom dia l
to n e i s re tu r ne d, o t he rwi se an er ro r t o ne i s p re sen te d.
The us e of forced Account C odes is o ptional, offered on a s ystem- wid e
basis. SMDR must be enabled for the account code to print as part of the
SM DR re c o rd. Th eTriad-SSystem allows up to 250 12-digit account
codes . 
						

							2-14 A nsw ering Machine Emul atio n
Answering Machine Emulation
Whe n a call i s sen t to a voi ce mai lb ox, t he st at ion as socia te d wi t h t hat
mai lb ox c an pr ess a pr e-p rogr amm ed but ton to li st en to the c a ll er
le avi ng the voi ce mai l mes sage . If the ma il box owner de cid es to spe ak
with the caller, they can press the pre-programmed button and connect
to the c a ll er .
Two methods of notification are a vaila ble , a ring mode or a spe ake r
mode. These methods are controlled by the type of flexible button
assigned on the telephone.
Attendant Assignment
Any three Digital Telephones in the system can be assigned as Attendant
st at ions . T hes e st ati ons re cei ve r ecal l s a nd can pl ace the s yst em int o
Night Se rv ice . T he Attenda nt stations mus t be eithe r Enha nced or
Executive stations.
Attendant Recall
Whenalineisleftonholdforaprogrammabletimeperiod,thestation
pl acing t hat li ne on h old is r ecal le d. If th at st at ion fai ls t o an swer t he
re call, th e ca ll is reca lled to th e Atte ndan t(s ) for ha ndling. The re ca n be
three Attendants per system. Transferred, Parked and Camp-On recalls
also recall the Attendant.
Automatic Call Back Timer
The A ut omat ic Cal l Back T ime r in voke s a cal l back a nyt ime a use r li st ens
to a b usy tone for a programmab le period of tim e. By default, the
Automatic Call Back Timer is set for 03 seconds (enabled), and is variable
from 00- 99 s econds . A v alue of 00 dis ables this timer. An Automatic Call
Back d oes not occur when the timer is d is abled. 
						

							Auto ma ti c C al l D is tr i but i on (AC D ) 2 - 15
Automatic Call Distribution (ACD)
The ACD feature is available with optional software.Whe n pur chas ed,
Uniform Call Distribution (UCD) is not used and is replaced by the ACD
functions identifie d b elow.
Sixteen Autom atic C all D is trib ution ( AC D) g roups can be progra mmed,
ea ch contain ing up to 252 station numbe rs (up to the s ystem station
maxi mum).
Each group is a ssigne d a pilot num ber. When this numbe r is dialed, the
firstavailableagentinthatgroupisrung.Callsareroutedtothestation
tha t has be en on-hook for th e longe st time pe riod.
Age nt P os itio ns
Login/Logout with Agent I D Feature-- T he Age nt Lo gin/Logou t fe ature
provid es a m ean s for a n ag ent to log into one of the ACD grou ps a nd
re c ei ve c al ls .
The Agent ID entered in the login process identifies the agent and places
tha t age nt in the a vaila ble a gent lis t for the AC D group spe cified in the
login p roce ss. T his fe ature allow s a n age nt to log into any AC D g roup
from any station in the system and receive calls.
Lo gin to P rimary/Seco nd ary ACD G rou ps-- Agents can lo gin to both
primary and secondary ACD groups. The agent always receives calls from
a p rimary group first. The ag ent receives calls fro m a secon dary group
when t her e are no c all s in the p ri mar y gr oup.
Iden tificatio n Code-- Each ACD Agent has a unique ID (0000-9999) for
use during login/logout procedures. This un ique ID is not verified or
st ore d i n t he sys te m d at abas e.
Available/Unavailable Mode-- The Available/Unavailable feature
allows age nts logge d into an ACD Group to rem ove the mse lves from the
gro up by dia li ng a c ode or pr e ssi ng a fle xi ble but t on. W hen a n age nt is in
the Ava ilable mode , that a gent rece iv es AC D ca lls in the normal ma nner.
Whe n an age nt is in the Una vai la bl e m ode, th at age nt no l onger r ece iv es
AC D ca lls, howe ver the age nt may re ceive non- AC D ca lls. Age nts that
have gone Una vaila ble rece iv e a visual reminde r w ith a f la shing LE D/LCD
mes sag e. 
						

							2-16 Auto mat ic Cal l Dis tributio n (ACD )
He l p Re q ue s t-- T he HELP fea tur e prov id es a m eans for a n A CD age nt to
si gnal t he ass igne d supe rv isor f or ass ist an ce . Whi le on a cal l, t he agen t
can p re ss th e H ELP b utt on t o s igna l the a ssi gne d sup er vi sor . T he
supe r vis or may re spond by usi ng t he HEL P but ton and the ACD Bar ge -I n
fea tur e .
Call Qu alification-- T his fe at ure pr ovi de s a mea ns for an a gent on A CD
calls to e nter code s that id entif y the ca ll. T his fe atu re pe rmits en te ring up
to 12 d igi ts t o pr i nt in the S MD R r ec o r d. A p ro g ram mabl e c o nfir ma ti o n
to n e o p ti o n wa s a dde d t o t he Ag ent Ca ll Q u al ifi c at io n fe at u re o n a
sys te m-wi de ba sis .
ACD Tr an sfer Displ ay- - T his fe ature cha nges the LCD me ssa ge to
ind icat e t o what A CD gr oup t he cal l was tr ans fer r ed. Th e L CD indi cat es i f
the call was transferred to a station number or a pilot group number.
Zap Tone ( f or H eads et us e) --Th is fe atu re can be ena ble d a t age nt
stations to provide an automatic con nection of ACD calls to the agent.
Whe n logged in and ava ilable , the age nt hea rs a tone in their hea dse t
and is automatically connected to the incoming caller.
Alt e rn a te ACD G ro u p A ss ig n m en ts
An altern ate ACD group ca n be programmed s o if station s in one group
ar e b usy, t he a lt er nat e gr oup i s checke d for a n av ai lab le st at i on.
ACD G ro up Me mb e r St a t us
The S uper vi sor s G roup M emb er St at us fea tur e pr ovi des a mea ns f or a n
AC D s upe rv isor t o v ie w t he st at us of t he 16 A CD gr oups in the s yst em,
ind ivi dua ll y.
Thi s d is pla y t el ls th e s uper vi sor whi c h st at ions ar e logge d i nt o th e gr oup,
and if the station logged in is available, unavailable, out-of-service, in
DND , or bus y on a ca ll. T he supervis or can us e this dis pla y to determin e
why there are a lot of queued calls in a specific group.
Guaranteed Message Announcement
The Gua ran te ed Mess age fe ature insures that calle rs route d to a n ACD
Grou p hear the m es sage prior to b eing p la ced in q ueue or to an agent.
Cal l er s ma y e nter DT MF di gi ts dur in g this me ssa ge. The se di gi ts can be
used by the system to route callers to specific destinations and provides
Cal l ing Name I de nti fi c ati o n. 
						

							Auto ma ti c C al l D is tr i but i on (AC D ) 2 - 17
Incomi ng CO Di rect Ri ngi ng
CO Li nes can be pr ogra mme d t o r ing di re ctl y i nt o an AC D g roup. Whe n
al l a gent s a re bus y and RA N i s e nab le d, t he syst e m ans wer s t he ca ll er and
presents the first RAN announcement automatically.
No -An s wer Re ca ll Ti m er
If a call routed to a station via ACD is not answered by the ACD
Ag ent / St at ion bef ore t he No-A nsw er R ec a ll t ime r exp ir es , t he c al l is
re tu rne d t o A CD Q u eu e wi th the hi ghe st pr io r i ty. T he s ta ti o n t hat f ail e d
to answer the ringing ACD call is also placed into an out-of-service (OOS)
st at e.
No -An s wer Re t ry Tim e r
When the No-Answer Retry timer expires, a statio n that failed to answer
the r in ging A CD c all i s pla c ed int o a n out -of- se rvi c e (OO S) st at e.
The station that was taken out-of-service is placed back in service if the
age nt pr ess es t hei r ava il abl e fle x b utt on or d ial s the a vai la ble fl e x code .
The agent is placed back in service if the No-Answer Retry timer expires.
If the a gen t d oes not ans wer their ne xt AC D ca ll, the y are aga in tak en
out- of-s ervice. This cycle continues until the s ta tion a nswers calls , logs
out, or goes un available.
Overflow Station Assignments
An ove rf low st ati on m ay b e ass igne d t o r out e ca ll er s in queue t o a
des ig nat ed st ati on aft er a spe cif ie d t ime .
The O ver fl o w s ta ti o n ma y r emo ve the mse lv es fr o m t hei r as si gned gr o u p
by dia li ng t he Ov er fl ow A vai la bl e/Unav ai lab le code . W hen the O ve rfl ow
st at ion is i n t he avai l abl e m ode, t hat st at ion r ecei ve s A C D cal l s i n t he
normal manner. When the Overflow station is in the Unavailable mode,
that station no longer receives ACD calls, however they may receive
non-ACD calls . T he Ov erflow Station that we nt Unava ilable re ceive s a
visual reminde r with a flas hing LED . T he overflow s ta tion ma y NOT be
one of the ACD group statio ns. 
						

							2-18 Auto mat ic Cal l Dis tributio n (ACD )
Ove rf low St ati on For wardi ng
The Overflow Station Forwarding feature allows ACD calls reaching the
ACD Overflow Station to call forward to another station. This is allowed or
den ie d on a s yst em- wid e b asi s.
Once e nabl ed in pr ogr ammi ng, an A CD O ver fl ow s tat i on can
Busy/No- An swer f orwa rd to Voice Mail Gro ups, AC D Group s, H unt
Grou ps a nd s ta tions. If the AC D Overf low station is busy or does not
answ er be for e t he no-a nswe r cal l t i mer e xpi re s, the A CD cal l for ward s t o
Voice Mail.
PC /A CD In t er fa ce Tra ce
The PC/A CD In te rf ace Tr ace fea tur e is av ai lab le wi th opt iona l soft war e.
The PC/ACD Interface Trace provides a series of events trace output that
can b e u sed for ACD reporting packag es from third parties .
Recorded Announce me nts (RAN)
Recorded announ ce me nt dev ice s can be ass ign ed to p rov ide up to eight
different messages per system, if all stations in an ACD group are busy.
The e ight m ess age s a re av ai lab le t o al l 16 A C D gr oups i n di ffe re nt
configurations. Each group can have a Guaranteed RAN and two other
RAN s, a pr i mar y an d a se co ndar y. A RAN dev ice can pr ovid e a n
announce me nt to one ca ller a t a tim e. Subs eque nt calle rs are que ued
onto the message on a first-in basis.
Each RAN Announcement Table can b e d irected to a H unt Grou p,
the r efor e ea ch pr ima ry and se condar y RA N T abl e can have e ight
announce me nts . RAN H unt Group numb ers ca n be chaine d togethe r by
pl acing the RAN Group Numb er (458- 461) as the l as t memb er i n the
des ired group. RAN Groups are p ilot typ e only.
Di g i t a l V oi c e Ma i l (D V M)-- DVM can s er ve as a RAN An nouncer by u sin g
a m enu a s the announ ceme nt. With this unique bene fit: calle rs can route
to other destinations, hear their place in queue, and hear their hold time.
If no stations are logged into the ACD Group, ACD calls route to the
Atte nda nt statio n.
T he Ov e rflow T ime r only appl ies to ca lls that a re in que ue. 
						

							Auto ma ti c C al l D is tr i but i on (AC D ) 2 - 19
Su per vis or Po si tio ns
Lo gin /L og out Fe a tur e-- The S upervisor Log in/Logout f eature p rov ides
a m eans for a sup ervisor to log in to one of the AC D g roups .
The S uper vi sor I D e nt er ed in the l ogi n pr oc es s i de nti fi es t he s upe rv isor
for the specific ACD group to which they are assigned. A supervisor can
log into any ACD group from any station in the system.
However, to let the supervisor monitor with barge-in feature, the
supervisor must log in at a station with monitor barge-in capability. Only
one supe rv is or can b e l ogge d i nto a group at tim e.
Iden tificatio n Code-- Ea ch ACD Superv is or has a un ique S upervisor ID
(0000-9999) that is used during login and logout procedures. This unique
ID i s no t v er if ie d o r st o r ed in the s yst em dat aba se .
He l p Re q ue s t-- T he HELP fea tur e prov id es a m eans for a n A CD age nt to
signal their assigned supervisor for assistance. While on a call the agent
can p re ss th e H ELP b utt on t o s igna l the a ssi gne d sup er vi sor . T he
supe r vis or may re spond by usi ng t he HEL P but ton and the ACD Bar ge -I n
fea tur e .
MonitorwithBarge-InFeature-- The ACD Supervisor Monitor with
Barge-In feature provides a means for an ACD supervisor to monitor an
agents call in progress to coach sales techniques or customer relations
ski ll s. Whe n use d, a su per vi sor may int r ude onto an a gent’scallinalisten
only mode or in a true conference mode.
Monitor with Barge-in is available with or without a warning tone.
Station Assignment Feature-- The ACD Supervisor Station Assignment
fea ture provides a mea ns to a ssign each AC D g roup a s upervisor. This
supe r vis or st at ion can:
†Receive calls in queue display in real time.
†Receives No Answer/out-of-service.
†R ec e ive s H ELP d is play s f rom the gr oups th e s upe rv is or is ass ig ned.
†Can barge in on a ctive calls in th eir ACD group or g roups .
The u se of Su per visor Mon itor wi th Bar ge-i n is limi ted b y fede ral l aw
an d may al so b e li mite d or pro hibi ted by state or loca l law, so ch eck
the relevant laws in your area before employing these features.
A change in volume may occurontheCO lineorintercomcallafter the
ba rge- in occ urs. 
						

							2-20 Automatic Selection /Line Acce ss
Supervisor/Agent Calls in Queue Status Display
The C all s in Que ue St at us D is pla y fe at ur e p rov ide s a me ans for an age nt
and ACD supervisor to view the status of their ACD group.
Thi s dis pla y i s an i dl e s ta te di sp lay and pr ompt s a sup er vi sor t hat age nt s
in the group are h aving p roblem s a nswe ring a ll their calls . T he dis pla y
te lls the a gent a nd their sup ervisor how m any ca lls a re in que ue , how
many age nts are log ged into the ACD group, a nd the length of time that
the oldest call has been in queue.
This feature displays the oldest call in queue duration in hours, minutes,
and se con ds. Whe n an AC D agen t is on a CO cal l, t he LCD di spl ays t he
trunk name and call dura tion of the present call in the lower ha lf of the
di spl ay.
This feature allows an ACD station (12/24 button executive only) to
assign multiple buttons that display the calls in queue information for a
particular group on the LCD. The button LED indicates the number of
calls in queue.
Wr ap - U p T i m e r P e r AC D G ro up
TheWrap-UpTimerallowsanACDagenttimetocompletepaperwork
and computer entries associated with the ACD call. This timer featu re is
pr ogra mmab le for e ach ACD Gr oup i n the sys te m.
Auto matic Selection/Line Access
Each digital station may have their phone programmed to access a
particular CO Lin e, s uch as a private line or a line f rom a Group of C O lines
upon going off- hook. This is useful in Centrex or PBX ap plications wh en
station users have dedicated or individual lines.
The user can select an outside line, intercom station, speed dial button or
di al a f eat ur e a nd a utom ati cal ly pl ace th e p hone in the di al in g mode
without pressing the ON/OFF button or lifting the handset. 
						

							Auto ma ti c N i ght S er vi ce 2 - 21
Automatic Night Service
The sy stem may optiona lly be p rogrammed to go in and out of night
se rvice automatica lly. This m ethod d oes not re quire the Attend ant to
activate or deactivate night service on a daily basis.
The automatic night service is enabled and disabled on a programmable
daily schedule including Saturday and Sunday. A time can be set to
ena ble N ight S er vi c e a nd t o D is abl e Nigh t Ser vi c e on a per d ay b asi s.
Auto matic Pause Insertion With Speed Dial
If a fla sh com mand is placed in to system sp eed dial numb ers or s ta tion
spe ed dial numbe rs, a pa use is automa tically ins erte d a fter the fla sh. A
pause is also automatically inserted after a PBX dialing code is used.
Manual ly di al ing a f las h dur i ng a cal l ca use s onl y thos e n umbe rs di ale d
aftertheflashto beredialedforaLastNumberredialednumberorfora
Save Number redialed number.
Auto matic Privacy
Pri vacy is aut omat i call y prov ide d on al l cal ls. I f one s tat i on i s conv er si ng,
another s ta tion can not intrude on that line. T he Automa tic Priv acy
fea tur e c an be dis abl ed , al l owing up t o s ev en othe r st at ions t o j oin in on
existing CO line conversations.
D isabli ng of the pri vac y fe ature may be lim ite d by fede ral , state or l ocal
l aw, so che ck th e re le van t laws in y our are a be fore d is abli ng pr iva cy.