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

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Chapter 4 - Call Distribution - ACD/UCD
To program a Table for a CO Line port:
1. Press the TABLE X flexible button (1-8).
2. Dial [1] for CO Port Interface type.
3. Dial the desired CO line number, using a 4-digit format, e.g., for CO line 1, enter 0001.
4. Enter message duration (000-300 seconds).
5. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
To program a Table for an SLT port:
1. Press the TABLE X flexible button (1-8).
2. Dial [2]...

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Ring Timer
Description
The ACD Ring Timer determines how long a call rings into a busy ACD group before being 
presented to the Primary Recorded Announcement. The ACD Ring Timer setting is variable 
from 000–300 seconds.
Programming Steps
1. Press the RING TIMER flexible button (FLASH 61, Button #1). The following message 
displays:
2. Enter a valid number which corresponds to 000-300 seconds.
3. Press HOLD to save the entry. A...

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6. To delete a station from being a secondary agent of the ACD group, use the dial pad as 
follows:

Enter XXXX 0 (XXXX = flexible station number).

Press HOLD to save the entry. A confirmation tone sounds and the display updates.
7. To view secondary agents in the ACD group, press button #7. (Each depression toggles 
through seven agents at a time.)
Secondary Recorded Announcement
Description
A secondary recorded announcement (RAN)...

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The ON/OFF button LED lights steady and the Queue Status display shows the following 
information:
XXXX = ACD Group number
CC = Number of calls in queue
AA = Number of agents logged in
HH:MM:SS = Time length of oldest call in hours, minutes and seconds
To change the display to another group:
Dial [577] on the dial pad, followed by the ACD group number (550-565) that the 
supervisor wants to observe.
-or-
Press the preprogrammed...

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To log out, dial Logout Code [575] on the dial pad, followed by the desired ACD Group 
number (550-565),
-or-
Press a preprogrammed Login/Logout flexible button, the LED extinguishes.
Conditions
» Only 1 supervisor can be logged into a group.
» If a supervisor logs into an ACD group from a station that is logged into another ACD 
group, the station remains in the previous ACD group.
» A supervisor may log out while in wrap-up, or...

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Programming Steps
1. Press FLASH and dial [50] or dial [51]. Flexible button #24 (New Range) is lit and one of 
the following messages displays:
2. Enter the range of fixed station numbers (100-351) to be programmed. If only one station 
is being programmed, enter that number twice, e.g., [100 100].
-or-
Enter a valid flexible number (100-8999) to be programmed.
3. Press HOLD to save the entry. A confirmation tone sounds and the...

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Operation
The ACD supervisor can intrude on an agent’s call in the Listen Only mode as follows:
1. Dial the agent’s station number.
2. Upon hearing a busy tone, press the preprogrammed Barge-In flexible button.

The conversation in progress sounds by the Supervisor on the handset receiver and 
the Supervisor’s MUTE button LED is lit indicating that the Supervisor’s transmit is 
muted.

If the Supervisor wishes to participate in the...

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6. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
To delete an ACD Supervisor Station:
1. Press [#] three times.
2. Then press the HOLD button.
Transferred Recorded Announcement
Description
The Transferred Recorded Announcement (RAN) is for CO callers who are transferred to an 
ACD group. This forces callers transferred to an ACD Group to listen to the announcement 
prior to entering the queue or...

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5. Enter a valid number on the dial pad which corresponds to 0-999 seconds (0=disable).
6. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
DEFAULT … ACD Wrapup Timer is set for four seconds.
Zap Tone
Description
The Zap Tone feature enables ACD agents in the headset mode, to have ACD calls connected 
to them automatically. The feature removes the requirement for the agent to press the
ON/OFF button...

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4. Press the ZAP TONE flexible button (Button #16). The following message displays:
5. Enter a 0 or 1on the dial pad to enable/disable this feature.
[0] = Disable feature
[1] = Enable feature
6. Press HOLD to save the entry. A confirmation tone sounds.
DEFAULT … Zap Tone is disabled.
Conditions
» Only one station at a time can be programmed when using a flexible station number.
» When in Flash 51 programming, if you press HOLD...