Starplus Triad Xts Digital Key Telephone System System Programming And Operation Manual

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Chapter 4 - Call Distribution - ACD/UCD
Automatic Call Distribution
Description
The Automatic Call Distribution (ACD) feature is available with optional software. When 
purchased, Uniform Call Distribution (UCD) is not used and is replaced by the ACD functions 
identified in the following sections.
Sixteen (16) Automatic Call Distribution (ACD) groups can be programmed, each containing 
up to 252 station numbers.
Each group is assigned a pilot number. When this number is...

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Chapter 4 - Call Distribution - ACD/UCD
Conditions
» Up to five (5) messages can be left at any supervisor station.
» The supervisor can cancel a Help request signal by pressing their flashing HELP button. A 
call is placed to the agent requesting Help. If the agent is on a call, the supervisor can 
press the BARGE-IN button to monitor the call or give assistance.
» A flexible button must be programmed for this feature.
» Only Digital Telephones can activate this feature....

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Chapter 4 - Call Distribution - ACD/UCD

The ACD Calls In Queue Status Display shows the following information:
XXXX = ACD Group number

This idle display tells the agent and/or their supervisor how many calls are in queue.
3. Replace handset or press ON/OFF button to terminate the display.
Second Method - From an idle key telephone:
The preprogrammed flexible button for the ACD group being monitored will flash at 240 ipm 
indicating that there are calls in queue.
1. Press...

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Chapter 4 - Call Distribution - ACD/UCD
2. Enter a valid number (00-28) on the dial pad to correspond to one of the 29 available 
options. (Refer to Table 2-14 on page 2-148.)
3. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
DEFAULT … ACD Available/Unavailable DSS/BLF flash rate is set for a Red 60 ipm
Double Wink Off (04).
Operation
To make a station available:
Dial the ACD Available/Unavailable feature code [566] on the dial pad,
-or-...

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Chapter 4 - Call Distribution - ACD/UCD
5. Enter a valid number (0-999 minutes) for the desired call factor time. (0 disables this 
function.)
6. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
ACD Call Qualifier
Description
The CALL QUALIFIER feature provides a means for an Agent on ACD calls to enter call 
identification codes. This feature provides up to three digits for the ACD SMDR reporting 
function. Up to 12 digits can be entered,...

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Chapter 4 - Call Distribution - ACD/UCD
The status of the ACD agents is displayed with a letter following the station number 
where the agent is logged in.
XXXX = ACD Group number
#### = 3- or 4- digit station number
(N) = Not Equipped
(D) = Do not Disturb
(O) = Out of service
(U) = Unavailable
(B) = Busy on a call
(A) = Available
NOTE -- If an Agent makes a call while out of service, their status is out of service, 
not busy.
2. Press [
] to scroll up to the next ACD...

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Chapter 4 - Call Distribution - ACD/UCD
6. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
To delete an ACD Overflow Station:
1. Press [#] three times.
2. Then press the HOLD button.
ACD Overflow Available/Unavailable
Description
An overflow station may be assigned to route callers in queue to a designated station after a 
specified time.
The Overflow station may remove themselves from their assigned group by dialing the 
Overflow...

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Operation
To log into an ACD Primary Group:
Dial the Agent Login feature code [572] on the dial pad, followed by the desired ACD 
Group number (550-565),
-or-
Press a preprogrammed Login flexible button.
The Agent enters their unique Agent ID code (0000-9999). The Login flexible button LED 
is lit steady. A confirmation tone sounds and the agent is logged onto the ACD group.

The ON/OFF LED extinguishes if the agent started the...

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Chapter 4 - Call Distribution - ACD/UCD
» The XTS Digital System does not verify agent’s ID codes, other than requiring entry of four 
digits.
» An Agent may not log in to the same group as a primary and secondary member.
» If you have a Login flexible button on your phone, then you do not need a Logout flexible 
button. The Login button acts as a toggle.
Agent Recall
Description
The ACD Agent Recall allows/disallows calls that have been transferred from an ACD Agent to...

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Chapter 4 - Call Distribution - ACD/UCD
To delete an Alternate ACD Group:
1. Press [#].
2. Then press the HOLD button.
Call Qualifier Tone
Description
The Call Qualifier Tone feature is associated with the ACD Call Qualifier code and determines 
if a confirmation tone sounds after the ACD Call Qualifier code is dialed. If programmed, a 
confirmation tone sounds.
Programming Steps
1. Press the CALL QUAL TONE flexible button (FLASH 05, Button #13).
2. Enter a 0 or 1 that...