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

							Automatic Call Distribution4-3
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 dialed, the first available agent in 
that group is rung. Calls are routed to the station that has been on-hook for the longest time 
period.
ACD Help
Description
The ACD Agent HELP feature provides a means for an ACD Agent to signal their assigned 
supervisor for assistance.
Operation
While on a call in progress, the Agent presses their preprogrammed HELP flexible 
button and the following occurs:

A confirmation tone sounds. The agent’s HELP button illuminates if a supervisor is logged 
into their ACD group. If no supervisor is logged in, the agent receives a burst of error tone 
and the HELP button does not illuminate.

The ACD supervisor station receives a Help message when an ACD member that belongs 
to the same group initiates a Help request. The Help function also sends a Camp-On tone 
to the speaker of the supervisor’s keyset. The Help message takes precedence over any 
other message and can be cleared by the supervisor by pressing their HELP button.

At the time the supervisor receives a Help request, they can press their HELP flexible 
button followed by the override feature button to bridge onto the ACD group member’s 
call. The HELP button places an intercom call to the station requesting Help. The Help 
message is cleared after the supervisors HELP button is pressed. The Help message is also 
cleared if the agent was on a call and went back on-hook before the supervisor could 
respond. In this case, the Help message is converted to a message wait indication. The 
agent can also clear the Help request by pressing their HELP button a second time.

ELECTRONIC TELEPHONE
Not applicable

SINGLE LINE TELEPHONE
Not applicable 
						

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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.
ACD/UCD Calls In Queue Status Display
Description
This feature allows an ACD station (12/24 button executive only) to monitor the calls in queue 
information for a particular group. The button LED indicates that there are calls in queue.
The agent automatically receives an enhanced Calls in Queue display on the LCD whenever 
there is a call in queue.
Refer to “UCD Calls In Queue Display” on page 4-45 for UCD-specific information.
Related Information
Operation
In-service ACD agents and the assigned overflow station automatically see the quantity of 
calls in queue on the LCD of their station for the ACD group of which they are a member. If 
every member of the ACD group is busy and calls are in queue, the Supervisor/Agent Queue 
Status display is seen at all ACD members of that group.
There are two methods for stations not assigned to the ACD Group to monitor the ACD Calls 
In Queue Status Display. The first method requires pressing one preprogrammed flexible 
button, or dialing the feature code, followed by entering the ACD group number that you 
desire to monitor. The second method uses one or more preprogrammed flexible buttons to 
immediately access ACD Calls In Queue Status Display(s) with a single press of the flexible 
button. This second method allows a supervisor to more quickly monitor a specific ACD 
group or switch between monitoring of several groups under their supervision.
First Method - From an idle key telephone:
1. Dial the ACD Calls In Queue Status Display feature code [567] on the dial pad,
-or-
Press the preprogrammed flexible button.
2. Dial the ACD Group number (550-565). ON/OFF button LED lights steady.
Quick Reference
 Flash  60 Button #5 Calls in Queue Threshold (Refer to “Calls in Queue 
Threshold” on page 4-12.)
This feature cannot be used with a call in progress. The station is considered busy for 
incoming calls during this operation. Each time this feature is used, wrap-up is started.
 If an ACD member is taken out of the group (e.g., DND, All Call Forward, Unavailable, 
etc.) they do not receive calls in queue information. 
						

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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 the preprogrammed flexible button. The ACD Calls In Queue Status display shows 
the following:
AXXXX = ACD Group number
The idle display tells the agent and/or their supervisor how many calls are in queue.
The user assigns an ACD CALLS IN QUEUE DISPLAY flexible button using the ACD Calls In 
Queue Display feature code [579] + [XXXX], (XXXX = ACD group number).
2. Replace the handset or press the ON/OFF button to terminate the display.
Conditions
» Any ACD station can have a button assigned to view the calls in queue for any ACD group.
ACD/UCD Available/Unavailable
Description
If you are an ACD agent, you may place your station in the Available mode to receive ACD 
calls, or you may place your station in the Unavailable mode to block ACD calls from ringing 
your station.
The ACD Available/Unavailable DSS/BLF flash rate is the rate at which a DSS appearance for a 
station in ACD Unavailable mode flashes. This flash rate can be programmed to 29 different 
options identified in the flash rate table. This enables the programmer to customize the key 
system configuration to desired flash rates.
Refer to “UCD Available/Unavailable” on page 4-44 for UCD-specific information.
Programming Steps
1. Press the ACD UNAVL – DSS/BLF flexible button (FLASH 07, Button #8). The following 
message displays:
ACDXXXX  00  CALLS IN  QUEUE
MMM DD YY HH:MM am
ACDXXXX  00  CALLS IN  QUEUE
MMM DD YY HH:MM am
ACD  UNAVL  DSS / BLF 00-28
RED  60  IPM  DBL  WINK  OFF 
						

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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-
Press the preprogrammed AVAILABLE/UNAVAILABLE button. You may now receive ACD 
calls.
To make a station unavailable:
Dial the ACD Available/Unavailable feature code [566] on the dial pad,
-or-
Press the preprogrammed AVAILABLE/UNAVAILABLE button. You are now blocked from 
receiving ACD calls.
Conditions
» If station is unavailable and key is programmed, it will flash at 60 ipm double wink.
ACD Call Factor
Description
The Call Factor feature is used exclusively with the digital voice mail to provide the average 
call duration to the caller. This feature can be activated from administration or the ACD 
supervisor can use a flexible button. To use a flexible button, dial the ACD Call Factor feature 
code [580] + the ACD Group number (550-565) +  [FFF], (where FFF = Call Factor -  the 
average call duration).
The following formula is used to calculate the average call duration:
(Place in Queue)  (Call Factor)
  ---------------------------------------------- 
Number of Agents Logged into 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 tone sounds and the display updates.
4. Press the CALL FACTOR flexible button (FLASH 60, Button #14). The following message 
displays:
AXXXX   CALL FACTOR 0-999
XXX 
						

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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, however only the first three digits are used in the 
SMDR record.
Operation
While agent is on a call:
1. Press the preprogrammed CALL QUALIFIER flexible button, followed by the three-digit 
qualify code.
2. Enter a [

] to complete the sequence. A short burst of confirmation tone sounds through 
the keyset speaker, if programmed.
Conditions
» The outside party does not hear the (qualify code) account code being entered.
» The qualify code is the first three digits of the account code. Therefore, the account code 
record in the SMDR contains the qualify code in the first three digits.
» The qualify code must be entered during CO talk state.
» The CALL QUALIFIER button is programmed using the Call Qualifier feature code [570] + 
[###] or the Call Qualifier feature code and the last three digits of a speed bin number, 
e.g., [570] + [ YYY ]. The speed bin number can also have the Call Qualifier code.
ACD Member Status
Description
The ACD Member Status feature provides a means for an ACD supervisor to view the status of 
the 16 ACD groups in the system, individually. This display tells the supervisor which stations 
are logged into the group, and if the stations logged in are available, unavailable, out-of-
service, in DND, or busy on a call. The supervisor can use this display to determine why there 
are a lot of queued calls in a specific group.
Operation
Any station (Supervisor or Agent) logged onto the ACD group views the group members 
display as follows:
1. Dial the ACD Group Member Status feature code [573] on the dial pad,
-or-
Press preprogrammed flexible button. 
						

							4-8Automatic Call Distribution
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 Group. If more than eight members are in the ACD 
group, the next depression of the [

] displays the additional members,
-or-
Press [#] to scroll down to the previous ACD Group. To return to an idle display, the 
Supervisor/Agent station goes to on-hook condition.
Conditions
» The ACD Group Members Status display is updated at the time the code is dialed.
» If an agent made a call while out of service, the status would be out of service, not busy.
ACD Overflow Station Assignment
Description
When an overflow station is assigned, callers that remain in queue for a specified amount of 
time are routed to the assigned overflow station. The overflow station may not be one of the 
ACD group stations. Only CO calls transferred to a ACD group overflow to the overflow 
station when RAN tables are assigned.
Programming Steps
To assign an ACD Overflow Station:
1. Press FLASH and dial [60].
2. Enter the ACD Group number (550-565) on the dial pad.
3. Press HOLD. A confirmation tone sounds and the display updates.
4. Press the OVERFLOW ASSIGN flexible button (FLASH 60, Button #3).
5. Enter a valid flexible station number to designate the ACD Group’s overflow station.
XXXX:    ####A ####A ####A
####O   ####U ####D ####B
AXXXX   OVERFLOW STATION
#### 
						

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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 Available/Unavailable code. When the Overflow station is in the available mode, 
that station receives ACD calls in the 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. The Overflow station that went Unavailable receives a visual reminder with a 
flashing LED. The overflow station may NOT be one of the ACD group stations.
Operation
To place a station in Available Mode:
Dial the ACD Overflow Available/Unavailable feature code [578] on the dial pad,
-or-
Press the preprogrammed AVAILABLE/UNAVAILABLE button. You may now receive ACD 
calls.
To place a station in Unavailable Mode:
Dial the ACD Overflow Available/Unavailable feature code [578] on the dial pad,
-or-
Press the preprogrammed AVAILABLE/UNAVAILABLE button. You are now blocked from 
receiving ACD calls.
Agent Login/Logout
Description
The Agent Login/Logout feature lets an Agent log into a Primary and Secondary ACD group 
to receive calls. An Agent must first login to be placed into an active ACD state.
If a member is assigned to a specific ACD group and uses the login/logout codes to 
enter and exit an ACD group, other than their assigned group, the database is 
changed to reflect the different group.
When the agent logs in or out of their ACD Group, an ACD login-logout event is sent 
to the ACD Events Trace port, if active. 
						

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Chapter 4 - Call Distribution - ACD/UCD
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 sequence in the handsfree 
mode.

The ACD Agent Login LED only lights for the ACD group that is assigned to that 
button.
To log out of an ACD Primary Group:
Dial the Agent Logout feature code [571] on the dial pad,
-or-
Press a preprogrammed Logout flexible button. The Login flexible button LED 
extinguishes.
To log into an ACD Secondary Group:
Dial the Agent Login feature code [582] 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 sequence in the handsfree 
mode.

The ACD Agent Login LED only lights for the ACD group that is assigned to that 
button.
To log out of an ACD Secondary Group:
Dial the Agent Logout feature code [581] on the dial pad,
-or-
Press a preprogrammed Logout flexible button. The Login flexible button LED 
extinguishes.
Conditions
» If a member is assigned to a specific ACD group and uses the login-logout codes to enter 
and exit an ACD group, other than their assigned group, the database is changed to 
reflect the different group.
» If an agent logs into an ACD group from a station that is logged into another ACD group, 
the station is automatically removed from the previous ACD group.
» An agent may log out while in wrap-up, or unavailable.
» An agent logging in is placed in wrap-up mode before receiving an ACD call. 
						

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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 
recall the Agent.
Programming Steps
1. Press ACD AGENT RECALL button (FLASH 06, Button #12). 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 … ACD Agent Recall is disabled.
Alternate ACD Group Assignments
Description
An Alternate ACD Group can be programmed so that if no station in a group is available, the 
alternate group is checked for an available station. This provides a way to chain or link ACD 
groups together.
Programming Steps
To make an Alternate ACD Group:
1. Press FLASH and dial [60].
2. Enter the ACD Group number (550-565) on the dial pad.
3. Press HOLD. A confirmation tone sounds and the display updates.
4. Press the ALTERNATE GROUP flexible button (FLASH 60, Button #2). The following 
message displays:
5. Enter another ACD Group number to designate the Alternate ACD Group.
6. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
ACD  AGENT  RECALL 0-1
DISABLED
AXXXX   ALTERNATE GROUP
#### 
						

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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 corresponds with the following entries:
[0] = Disabled
[1] = Enabled
3. Press HOLD to save the entry. A confirmation tone sounds.
DEFAULT … Call Qualification Confirmation tone is disabled.
Calls in Queue Threshold
Description
The ACD calls in queue (CIQ) threshold feature determines how many calls appear in queue 
before the LED flashes at 240 ipm flutter. When the number of calls in queue falls below the 
CIQ threshold, the LED extinguishes.
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 tone sounds and the display updates.
4. Press the CIQ THRESHOLD flexible button (FLASH 60, Button #5). The following message 
displays:
5. Enter a valid value on the dial pad that corresponds to 0–99 calls.
6. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
DEFAULT … CIQ Threshold is disabled.
CALL  QUALIFIER  TONE 0-1
DISABLED
AXXXX  CIQ THRSHOLD 0-99
00