Starplus Triad S System Programming Manual

							7-8UCD Timers
Des crip ti on
The  UC D Ring T im er de te rm ine s ho w lo ng a  call rings into a  busy  UCD  
gro up be for e  bei ng p re se nte d t o t he  fi rs t  re cord ed  announce ment .  By 
def au l t,  th e UC D  Ri ng  Ti mer  i s s et  fo r  6 0  se c o nds,  and  i s v ari ab le  fr o m 
00 0–300 seconds.
UCD Message Interval Timer
Pro g ram mi ng  S te ps
1. Press the MIT TIMER flexible button ( FLA SH 61, Bu tton  #2). The  
following message displays:
2. Enter a valid number on the dial pad which corresponds to 
000-600 seconds.
3. Press HOLD to save the entry. A confirmation  tone is  heard  and the 
display updates.
Des crip ti on
The UCD Message Interval Timer (MIT) determines the length of time a 
c al le r r em ain s i n que ue (l is te ni ng t o M OH,  if  prov ide d) b et wee n r ec or ded  
announcements. By default, the UCD Message Interval Timer is set for 
60 s ec o nds  an d i s v ari ab le  fr o m 0 0 0  to   60 0  se c o nds.
A  RAN  T ab le mus t be  s pe cifie d in UC D pro grammi ng. If a RA N T ab le is  
N OT  sp eci f ied , inco ming  C O  ca lle rs  a re no t ans wer ed bu t conti nue  to 
re ce iv e rin gbac k.
MES SAG E  I N TER VA L 0 00- 60 0
06 0
Th e UC D Ri ng an d Me ssa ge I nte rval  Ti mers on ly ap ply wh en  R AN  
ports  are  s pe ci fi ed.  I f RA N por ts ar e not s pe cifie d, in comin g call ers  
cont inue  to re cei ve  a ring back  tone . 
						

							UCD Time rs7-9
UCD Ove rf low Time r
Pro g ram mi ng  S te ps
1. Press the OVERFLOW TIMER flexible button ( FLA SH 61 , Bu tton #3). 
The following  message displays:
2. Enter a valid number on the dial pad which corresponds to 
000-600 seconds.
3. Press HOLD to save the entry. A confirmation  tone is  heard  and the 
display updates.
Des crip ti on
The UCD Overflow Timer determines  the total  length of  time  a caller 
remains  in queue for a particular UCD group. When the timer expires, the 
caller is routed to the designated overflow station.
The timer starts when an  incoming  call is  answered and presented to the 
first recorded announcement. Transferred CO callers  overflow at the 
expiration  of the Overflow Timer. By default, the UCD Overflow Timer is 
set  for  60 seconds and is variable from 000–60 0  se conds.
UCD Auto  Wrap -Up Timer
Pro g ram mi ng  S te ps
1 . Pr es s t h e  AU TO- WR A P  TI M ER  f le x ib l e  b u t to n  (FLASH 61, Button  #4). 
The following  message displays:
2. Enter a valid number on the dial pad which corresponds to 
000-999 seconds.
3. Press HOLD to save the entry. A confirmation  tone is  heard  and the 
display updates.
OV ER FLOW 0 00- 60 0
06 0
U CD 5X X A   WR A P- U P 0 00- 99 9
00 4 
						

							7-10 UCD  Timers
Des crip ti on
After  completion  of a UCD call (on-hook) the agent  is not  be  subjected to 
another UCD call for the duration  of the  Auto  Wrap-Up Timer  allowing 
the agent to finish  call related work or access  other facilities.  This lets 
agents  remov e  themselv es  from the  grou p (e.g.,  DN D, C all  Forward) or 
originate  another call. By  default,  the UCD Auto Wrap-Up  Timer is set for 
4  seco nds and is  variable from  000 to 999 seconds.
UCD No-Answer Recall  Timer
Pro g ram mi ng  S te ps
1 . Pr es s t he  NO -ANS WER  RE CALL  TI MER fl ex ibl e  but ton (FLASH 61, 
Bu tton  #5).  The  fo ll owing  mes sag e d is pla ys:
2. Enter a valid number on the dial pad which corresponds to 
000-300 seconds.
3. Press HOLD to save the entry. A confirmation  tone is  heard  and the 
display updates.
Des crip ti on
If  a  ca ll  r out ed  to  a s tat i on vi a  UCD  is  not  ans wer e d by  th e UC D
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 all  i s 
retu rned to UCD Queue with the  highest priority. In addition,  the station 
that  failed to answer  the ringing  UCD call  is placed into  an out-of-service 
(OO S)  st at e. By  defa ult , t he  UCD  No-A nswe r  Ti mer  is  at  0 00  (di sab le d) and  
is  va ri abl e  fro m 0 00–3 0 0 se con ds.
UCD No-Answer Retry Time r
Pro g ram mi ng  S te ps
1 . Pr es s t he  NO -ANS WER  RE TRY T IME R fl exi bl e b utt on ( FLA SH 61, 
Bu tton  #6).  The  fo ll owing  mes sag e d is pla ys:
N O - AN S   R ECA LL 0 00- 30 0
00 0
N O - AN S WER   RE TR Y 0 00- 99 9
30 0 
						

							UCD Announcem ent Tables 7 -11
2. Enter a valid number on the dial pad which corresponds to 
000-999 seconds.
3. Press HOLD to save the entry. A confirmation  tone is  heard  and the 
display updates.
Des crip ti on
When the  No-Answer Recall Timer  expires, a  station  that  failed to answer 
the ringing UCD call  is placed into  an Out-Of-Service (OOS) state.
The  station that was taken out-of-service  is placed back in service if the 
age nt  hit s  the i r a vai la bl e f le x but t on or  di al s t he  av ail ab le  fl ex  code.
The  agent is placed back in service if the No-Answer Retry Timer expires. 
If  t he a gen t d oes  not  ans wer  t hei r  ne xt  UCD  c al l,  the y a re  t ake n 
out- of-s ervice  again.  This cycle  continues until  the s tation: a nswers  calls , 
logs  out , or  goe s una vai la bl e. By  def aul t,  the  UC D No- An swer  Re tr y T ime r  
is  se t  for  3 00 s econds  and  is  va ri abl e  fr om 0 00–99 9 se c o nds.
UCD  Ann ouncement   Ta bles 
Pro g ram mi ng  S te ps
If  Recorded Announcement (RAN)  dev ices a re installed to op erate w ith 
UCD , t hes e  ta ble s  must  be  pr ogr amme d.
1. Press FLASH and  di al [62]. The  following message displays:
The top left button in the flexible  button  field is lit for programming 
UCD  RAN Announce ment Tab le  #1.
2. To  change  to an othe r  UCD  RAN Announce ment Table,  pres s 
FLASH 62 and a flexible button 2-8 for  Tables  2-8  respectively.
ANNOUNC EMENT  TABLE  1
TYPE  #    INDX  ###    TIME  ###
ANNO UNC EMEN T
TAB LE 1ANN OUN CEM ENT
TABLE 2ANNO UNC EMENT
TABLE 3ANNO UNC EMEN T
TAB LE 4
=1Q=2W=3E=4R
ANNO UNC EMEN T
TAB LE 5ANN OUN CEM ENT
TABLE 6ANNO UNC EMENT
TABLE 7ANNO UNC EMEN T
TAB LE 8
=5T=6Y=7U=8I 
						

							7-12 UCD Announcem ent Tables
To  program  a table for a CO line port:
1 . Pr es s t he  TABLE  X  fl exi bl e b utt on (1 -8 ).
2. Dial [1] for CO Port  Interface.
3. Dial [001-012] for CO Lines used.
4. Enter message duration  (000-300 seconds).
5. Press HOLD to save the entry. A confirmation  tone is  heard  and the 
display updates.
To  program  a table for an  SLT port:
1 . Pr es s t he  TABLE  X  fl exi bl e b utt on (1 -8 ).
2. Dial [2] for SLT  Port Interface.
3. Dial [100-131]  for  SLT stations used.
4. Enter message duration  (000-300 seconds).
5. Press HOLD to save the entry. A confirmation  tone is  heard  and the 
display updates.
To  program  a table for a RAN  Hunt Group po rt:
1 . Pr es s t he  TABLE  X  fl exi bl e b utt on (1 -8 ).
2. Dial [3] for RAN H unt  Group.
3. Dial [458-461]  for  RAN Hunt Group  used.
4. Enter message duration  (000-300 seconds).
5. Press HOLD to save the entry. A confirmation  tone is  heard  and the 
display updates.
To  program  a table for Digital  Vo ice  Mail:
1 . Pr es s t he  TABLE  X  fl exi bl e b utt on (1 -8 ).
2. Dial [4] for the  Digital Voice Mail function.
3. Dial [44X ] (X= 0-7) for the  Voice  Mail Group.
4. Dial a three-digit menu number [000-999]. 
						

							UCD Announcem ent Tables 7 -13
5. Dial [0-9].
0  =  No DT MF D et ect i on, N o Mes sag es  Playe d. (D ef ault )
1  =  DTMF  De te ct ion,  No Me ss age.
2  =  No DTMF, Place  In Queue Message.
3  =  DTMF  De te ct ion,  Place  I n Q ueue  Me ssa ge.
4 = No DTMF, H old Time Message.
5  =  DTMF  De te ct ion,  Hol d T ime  Me ssa ge.
6 = No  DT M F, B o t h Me ss age s.
7  =  DTMF  De te ct ion,  Bot h Mes sage s.
8 = Not used at this time.
9 = Not used at this time.
6. Press HOLD to save the entry. A confirmation  tone is  heard  and the 
display updates.
Cl ear i ng  E ntr ies
1. Press the [#] button.
2. Then press HOLD.
Des crip ti on
Determines the type, index (port) number and message length for the 
eight available Recorded Announcements  (RAN). There are  eight RAN 
Ta ble s  tha t  ca n be  pr ogr amme d.  Ta ble  1  can  be  t he a nswe r  por t  for 
unans wer ed  in com ing c al ls to a U CD group .
The  t ype  can  be  ei th er  a  CO  li ne  por t,  an  SLT  por t , D igi t al  Voice  Mai l,  or  a 
RAN Hunt Group  port.  The index number specifies which  circuit for the 
type  of interface. The  message length  is  used to match  the maximum 
length of  the message to the device  that  is used.
Dig ital Voice M ail ca n be  us ed  as  a RAN  Annou ncer for UC D Groups . A 
men u is  pr ovi de d t o pl ay  the  a nnouncem ent , a s we l l a s col le ct  DT MF  
di git s a nd r out e t he  cal le r  to  an a lt er nat e  des ti nat i on. I n a ddit i on, a  pl ace 
in  queu e a nd a n av er age  hol d t im e m ess age  can  be  pl aye d t o t he  call e r. 
The  ab il it y  to  det ect  D TMF,  pl ay a ve rag e ho ld  ti me,  and  pl ace  in  que ue 
are all programmable in this area. 
						

							7-14 UCD Announcem ent Tables
When using  the Digital  Voice Mail  as  a RAN Announcer, the  following 
options  are  ava ilable:
Table 7-1: Voice Mail RAN Announcer O ptions
O ption Action
0 Do NOT take a menu act ion on any DTMF dialed by t he caller; DO NOT 
pl ay  Pl a ce in  Qu eue o r H old  Ti me messa g e. (Defa u lt)
1 Take menu ac tio n o nl y  on DTMF dialed by the call er; DO NOT play 
Pla ce in Qu eu e or Ho ld Time m essag e.
2 DO NOT  take  menu act io n o n any DTFM dialed by user; pl ay the Pl ac e 
in Queue message onl y.
3 Take menu ac tio n o n DTMF; play the Place in Queue message.
4 DO N OT  take  menu  act io n o n an y DTFM dialed by u ser; pl ay th e H old 
Time M essa g e on ly .
5 Ta k e men u a c tio n o n  DTMF; p la y  Ho ld  Time m essa ge.
6 DO NOT  take  menu act io n o n any DTFM dialed by user; pl ay the Pl ac e 
in  Queu e an d  Ho ld  Tim e messa ge.
(No Message Dur at ion for type [4] ent ries i s requir ed.)
7 Take menu ac tio n o n DTMF; play the Place in Qu eue and Ho ld Time 
message.
8 -9 No t u sed at  thi s tim e
DVM softwar e version must be 2.89 or gr eater to ha ve RAN  fu ncti onal ity. 
						

							8
Voice Mail Groups (VM)
This c hapter  provides the  func tional  steps  nec essary to use the Voic e
Mail features with the STARPLUS Tr i ad -S System. To implement the
voice  mail  options desired, you  must  first enter the Programming
Mo d e . 
						

							Voice Mail Program ming 8-3
Voice Mail Programming
Pro g ram mi ng  S te ps
1. Pr es s F LASH and dia l [65]. The  fol lowi ng m es sage  di sp lays .
[G ]  = V o i c e  M ai l  G ro u p  N u mb e r  ( 0- 7)
[AA A]  = Alt er n at e Gr o u p ( 440 - 447 )
[LLL] = Le ave Mail I ndex
[R]  = Retrieve Mail Index from outpuls ing table for retrievi ng mess ages  ( 0-7)
[XXX]   = Voice Mail S tation Numbers  ( ports)  up to 24  s tations maxi mum
The top left button in the flexible  button  field is lit for programming 
Voice Mail Group 440.
2. To  change Voice  Mail groups or enter further voice mail groups,  press 
the appropriate flexible button, 1-8 (440–447) and perform the 
f oll owing  pr oc edur es .
Des crip ti on
Up t o 8  V oice  Mai l g roup s can  be  confi gur ed  in  the  ST ARPLUS Tr i ad-S
 
Sys tem.  Each  group  can  conta in  up to 24 Voice Ma il designated  ports , 
ea ch  of w hich  int er face s  wit h a  por t  on a n SL T ca rd  (or  DI DB i f us ing  a 
Digital Voice Mail). An externally provided Voice Mail system or Auto 
Attendant must be connected to the Triad-S
 System for  Voice Mail  or 
Au to  A t te ndant  o p er at io n.  Vo ic e  M ai l a u to ma ti c al ly  handl es  u nans wer ed  
cal ls.  St at i on use r  can  the n r et r ie ve  mes sag es  le ft  at  t hei r  st at ion s.
VM   4 4G   A AA    LLL   R   XXX,   XXX,
XXX,   XXX,   XXX,   XXX,   XXX,   XXX
If installing a STARPLUS Voice Mail system, skip directly to B utton 
12 and  ent er v oice  mail  p orts .
Certain programming is required in the Voice Mail system 
co nne cte d to the  Triad- S  S ys tem  for  p rope r  ope rati on.
T on e  Mo de  Ca llin g o ptio n (6#) mu st  be  pr ogramm ed  as  le adi ng 
d igits  in  t rans f er  s e que nce ( s)  of  Voi ce M ai l sy s tem to f or ce ton e 
ringing to key telephones in the hands-free mode.