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

							Automatic Call Distribution4-13
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 ringing ACD call. A Group Name is not 
presented on an idle display.
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 GROUP NAME flexible button (FLASH 60, Button #1). The following message 
displays:
5. Enter the desired name using the dial pad (up to eight characters).
6. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
AXXXX   NAME
      AXXXX
Table 4-1: Dial Pad Keys
Other Codes
1 = 1# 8 = 8#  “ = 01 * = *#
2 = 2# 9 = 9# , = 02 ( = #1
3 = 3# 0 = 0# ? = 03 ) = #2
4 = 4# Space = 11 / = 04 + = #3
5 = 5# : = 12 ! = *1 = = #4
6 = 6# - = 13 $ = *2 # = ##
7 = 7#‘ = 14 & = *4 . = 24 
						

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Chapter 4 - Call Distribution - ACD/UCD
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. These digits (or a translation table entry’s 
digit/name) then show on an agent’s display as calling number identification digits.
This RAN function is only used for incoming CO calls to ACD Groups.
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 GUARANTEED RAN flexible button (FLASH 60, Button #9). The following 
message displays:
5. Enter a valid number (1-8) for the desired RAN Announcement Table or a (#) to remove 
the entry.
6. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
Guaranteed Message Timer
Description
The Guaranteed Message Timer setting specifies how long a call rings before it is answered 
by Guaranteed Message RAN when the Guaranteed Message RAN feature is added to an ACD 
Group.
The Guaranteed Message Timer setting is variable from 000-300 seconds.
Programming Steps
1. Press the GUARANTEED MESSAGE TIMER flexible button (FLASH 61, Button #7). The 
following message displays:
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 sounds and the display updates.
DEFAULT … Guaranteed Message Timer is set for 5 seconds.
AXXXX   GUARANTEED RAN 1-8
#
GUARANTEED  MSG 000-300
005 
						

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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 message 
interval timer setting is variable from 000-600 seconds.
Programming Steps
1. Press the MIT TIMER flexible button (FLASH 61, Button #2). The following 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 sounds and the display updates.
DEFAULT … ACD Message Interval Timer is set for 60 seconds.
No-Answer Recall Timer
Description
If a call routed to a station via ACD is not answered by the ACD Agent/Station before the 
No-Answer Recall timer expires, the call is returned to ACD Queue with the highest priority. 
The station that failed to answer the ringing ACD call is also placed into an out-of-service 
(OOS) state.
The ACD No-Answer Timer setting is variable from 000–300 seconds.
Programming Steps
1. Press the NO-ANSWER RECALL TIMER flexible button (FLASH 61, Button #5). The 
following message displays:
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 sounds and the display updates.
MESSAGE INTER VAL 000-600
060
The ACD Ring and Message Interval timers only apply when RAN ports are 
specified. If RAN ports are not specified, incoming callers continue to receive a 
ringback tone.
NO - ANS  RECALL 000-300
000 
						

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Chapter 4 - Call Distribution - ACD/UCD
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 station that was taken out-of-service is placed back in service if the agent presses their 
available flexible button or dials the available flexible code. The agent is placed back in 
service if the No-Answer Retry timer expires. If the agent does not answer their next ACD call, 
they are again taken out-of-service. This cycle continues until the station answers calls, logs 
out, or goes unavailable.
The ACD No-Answer Retry Timer setting is variable from 000–999 seconds.
Programming Steps
1. Press the NO-ANSWER RETRY TIMER flexible button (FLASH 61, Button #6). 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 sounds and the display updates.
DEFAULT … ACD No-Answer Retry Timer is set for 300 seconds.
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.)
Overflow Station Forwarding
Description
An overflow station may be assigned to route callers in queue to a designated station after a 
specified time. The overflow station may not be one of the ACD group stations.
This feature allows ACD calls reaching the ACD Overflow Station to call forward to another 
station. This is allowed or denied on a system-wide basis. Once enabled in programming, a 
ACD Overflow station can Busy/No-Answer forward to Voice Mail Groups, Hunt Groups and 
stations. If the ACD Overflow station is busy or does not answer before the no-answer call 
timer expires, the ACD call forwards to the designated forward location.
NO-ANSWER   RETRY 000-999
300 
						

							Automatic Call Distribution4-17
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 button or dial the Call Forwarding feature code [640].
3. Dial the desired code:
[6] = All Calls
[7] = No Answer Calls
[8] = Busy Calls
[9] = Busy and No Answer Calls
4. Dial the destination number where to forward calls (Station, Voice Mail, UCD groups, or 
Hunt group). A confirmation tone sounds.
5. Replace handset or press ON/OFF button.
To remove Call Forwarding:
1. Lift handset or press ON/OFF button.
2. Press the FWD button or dial the Call Forwarding feature code [640]. A confirmation tone 
sounds and the FWD LED extinguishes.

SINGLE LINE TELEPHONE
SLTs do not have a FWD button and must dial code [640] to use this feature.
Conditions
» An overflow station may be assigned to route callers in queue to a designated station 
after a specified time. A queued call is one that has been answered by a recorded 
announcement device.
OVERFLOW  STA  FWD 0-1
DISABLED 
						

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Chapter 4 - Call Distribution - ACD/UCD
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 variable from 000-600 seconds.
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 OVERFLOW TIMER flexible button (FLASH 60, Button #13). The following 
message displays:
5. Enter a valid number on the dial pad which corresponds to 000–600 seconds.
6. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
DEFAULT … ACD Overflow Timer is set for 60 seconds.
PC/ACD Baud Rate Display
Description
The XTS can provide PC/ACD Reporting output to the standard RS232C I/O ports on the MPB 
or the optional SIU2 module connector(s). The baud rate is displayed as 150, 300, 600, 1200, 
2400, 4800, 9600, or 19.2K baud.
Programming Steps
The PC/ACD Port Baud Rate is programmed using Flash 15 baud rate assignments (refer to 
“Baud Rate Assignments” on page 2-18. The LCD displays the current baud rate based on which 
Port number is assigned to the ACD SMDR Port number. The following message displays:
DEFAULT … PC/ACD baud rate is set to 19.2K.
AXXXX    OVERFLOW 000-600
060
PORT BAUD
1 19.2K 
						

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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 (Disabled)
3. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
DEFAULT … ACD Event Trace is disabled (NO).
PC/ACD Trace Port Assignment
Programming Steps
1. Press the TRACE PORT ASSIGNMENT flexible button (FLASH 63, Button #2) to determine 
which port to use for the PC/ACD Interface Trace.
2. Enter a valid number for the PC/ACD Event Trace Port number:
[1] = Port #1 (RS-232-C port labeled SCMI on MPB)
[3] = Port #3 (RS-232-C port on optional SIU on MISB)
[4] = Port #4 (RS-232-C port on optional SIU on MISB)
[5] = Port #5 (UART on MPB)
The LCD displays the current baud rate based on which Port number is assigned to the 
ACD SMDR Port number (default is Port #1).
3. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
DEFAULT … Trace Port Assignment is set to port 1.
ACD _ EVT _ TRACE  I/O  BAUD
NO 1 19.2K
ACD _ EVT _ TRACE  I/O  BAUD
NO 1 19.2K 
						

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Chapter 4 - Call Distribution - ACD/UCD
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 tone sounds and the display updates.
4. Press the PRIMARY AGENT flexible button (FLASH 60, Button #7). The following message 
displays:
5. To add a station as a primary agent of the ACD group, use the dial pad as follows:

Enter XXXX 1 (XXXX = flexible station number).

Press the HOLD button.
6. To delete a station from being a primary 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 primary agents in the ACD group, press button #7. (Each depression toggles 
through seven agents at a time.)
Primary Recorded Announcement
Description
A primary recorded announcement (RAN) may be assigned to the group. This message is the 
first one presented to the caller, if the guaranteed message has not been enabled and the call 
has been transferred to the ACD Group.
This message plays after the Ring Timer expires and no agents are available.
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.
Overflow Station Forward (Flash 06, Button #6) allows/disallows excess calls to be 
forwarded to another station.
ACD Agent Recall (Flash 06, Button #12) allows/disallows calls that have been 
transferred from an ACD Agent to recall the Agent.
AXXXX   PRIMARY  AGENTS
END 
						

							Automatic Call Distribution4-21
Chapter 4 - Call Distribution - ACD/UCD
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 group are busy. The eight messages are 
available to all 16 ACD groups in different configurations. Each group can have a Guaranteed 
RAN and two other RANs, a primary and a secondary. A RAN device can provide an 
announcement to one caller at a time. Subsequent callers are queued onto the message on a 
first-in basis.
Each RAN Announcement Table can be directed to a Hunt Group, therefore each primary and 
secondary RAN Table can have eight announcements. RAN Hunt Group numbers can be 
chained together by placing the RAN Group Number (458-461) as the last member in the 
desired group. RAN Groups are pilot type only.
Digital Voice Mail (DVM) -- DVM can serve as a RAN Announcer by using a menu as the 
announcement. With this unique benefit: callers can route to other destinations, hear their 
place in queue, and hear their hold time.
Recorded Announcement Tables
Description
Determines the type, index (port) number and message length for the eight available 
Recorded Announcements (RAN). There are eight RAN Tables that can be programmed.
The type can be either a CO line port, an SLT port, Digital Voice Mail, 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.
Digital Voice Mail can be used as a RAN Announcer for ACD Groups. A menu is provided to 
play the announcement, as well as collect DTMF digits and route the caller to an alternate 
destination. In addition, a place in queue and an average hold time message can be played to 
the caller. The ability to detect DTMF, play average hold time, and place in queue are all 
programmable in this area.
AXXXX   PRIMARY RAN 1-8
# 
						

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Chapter 4 - Call Distribution - ACD/UCD
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, press FLASH 62 and a flexible 
button 2-8 for Tables 2-8 respectively.
Table 4-2: Voice Mail RAN Announcer Options
Option Action
0 Do NOT take a menu action on any DTMF dialed by the caller; DO NOT 
play Place in Queue or Hold Time message. (Default)
1 Take menu action only on DTMF dialed by the caller; DO NOT play 
Place in Queue or Hold Time message.
2 DO NOT take menu action on any DTFM dialed by user; play the Place 
in Queue message only.
3 Take menu action on DTMF; play the Place in Queue message.
4 DO NOT take menu action on any DTFM dialed by user; play the Hold 
Time Message only.
5 Take menu action on DTMF; play Hold Time message.
6 DO NOT take menu action on any DTFM dialed by user; play the Place 
in Queue and Hold Time message.
7 Take menu action on DTMF; play the Place in Queue and Hold Time 
message.
8-9 Not used at this time
DVM software version must be 2.90B or greater to have RAN functionality.
No Message Duration for type [4] entries is required.
A RAN table must be programmed for Overflow to operate.
ANNOUNCEMENT  TABLE  1
TYPE  #    IDX  ####    TIME  ###
ANNOUNCEMENT
TABLE 1ANNOUNCEMENT
TABLE 2ANNOUNCEMENT
TABLE 3ANNOUNCEMENT
TABLE 4
1Q2W3E4R
ANNOUNCEMENT
TABLE 5ANNOUNCEMENT
TABLE 6ANNOUNCEMENT
TABLE 7ANNOUNCEMENT
TABLE 8
5T6Y7U8I