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

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Chapter 4 - Call Distribution - ACD/UCD
Conditions
» Any ACD station must have a button assigned to view the calls in queue of any ACD 
group.
» A CIQ flexible button must be assigned on the telephone(s) using the Calls In Queue 
Display Button feature code [579]  + [XXXX], (where XXXX = the ACD Group number).
Group Name
Description
A Group Name can be assigned to each of the 16 ACD groups to provide each with a unique 
identification. A Group Name only appears during a...

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Guaranteed Message Announcement
Description
A Guaranteed Message announcement may be assigned to the group to force callers to listen 
to the announcement prior to entering the queue or ringing an agent.
Callers listening to this type of announcement may dial digits (up to 14) using their dial pad. 
These digits can then be compared against the Local Number/Name Translation Table and 
routed to destinations based on table overrides....

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Chapter 4 - Call Distribution - ACD/UCD
Incoming CO Direct Ringing
Description
CO Lines can be programmed to ring directly into an ACD group. When all agents are busy 
and RAN is enabled, the system answers the caller and presents the Primary RAN 
announcement automatically.
Message Interval Timer
Description
The ACD message interval timer (MIT) determines the length of time a caller remains in 
queue (listening to MOH, if provided) between recorded announcements. The ACD...

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DEFAULT … ACD No-Answer Timer is at 000 (disabled).
Conditions
» If your phone is taken out of service three times consecutively, the agent must manually 
put themselves back into an available status. (Refer to “ACD/UCD Available/Unavailable” 
on page 4-5.)
No-Answer Retr y Timer
Description
When the No-Answer Retry timer expires, a station that failed to answer the ringing ACD call 
is placed into an out-of-service (OOS) state.
The...

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Chapter 4 - Call Distribution - ACD/UCD
Programming Steps
1. Press the OVERFLOW STA FWD flexible button (FLASH 06, Button #6). The following 
message displays:
2. Enter a 0 or 1 on the dial pad to enable/disable the use of this feature.
[0] = Disabled
[1] = Enabled
3. Press HOLD to save the entry. A confirmation tone sounds.
DEFAULT … Overflow Station Forwarding is disabled.
Operation
To activate Call Forwarding:
1. Lift the handset or press ON/OFF button.
2. Press the FWD...

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Overflow Timer
Description
The ACD Overflow Timer determines the total length of time a caller remains in queue for a 
particular ACD 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.
The ACD Overflow Timer setting is...

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Chapter 4 - Call Distribution - ACD/UCD
PC/ACD Interface Trace
Description
The PC/ACD Interface Trace feature is available with optional software. The PC/ACD Interface 
Trace provides a series of events trace output which is compatible with the Discovery ACD 
reporting package.
Programming Steps
1. Press the DISABLE/ENABLE flexible button (FLASH 63, Button #1). The following 
message displays:
2. Press the ENABLE/DISABLE flexible button.
LED On = YES (Enabled)
LED Off = NO...

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Primary Agents
Description
The Primary Agent Assignment feature allows stations serving as primary agents to be 
entered into the ACD group. Agents can login to primary and secondary group. Primary 
agents ACD calls from their primary group are presented ahead of ACD calls in their 
secondary group. 
Programming Steps
1. Press FLASH and dial [60].
2. Enter the ACD Group number (550-565) on the dial pad.
3. Press HOLD. A confirmation...

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4. Press the PRIMARY RAN flexible button (FLASH 60, Button #10). The following message 
displays:
5. Enter a valid number (1-8) for the desired RAN Table or a (#) to remove the entry.
6. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
Recorded Announcements
Description
Recorded announcement (RAN) devices can be assigned to provide up to eight different 
messages per system, if all stations in an ACD...

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When using the Digital Voice Mail as a RAN Announcer, the following options are available:
Programming Steps
If Recorded Announcement (RAN) devices are installed to operate with ACD, these tables 
must be programmed.
1. Press FLASH and dial [62]. The following message displays:
The top left button in the flexible button field is lit for programming ACD RAN 
Announcement Table #1.
2. To change to another ACD RAN Announcement Table,...