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

							Automatic Call Distribution4-33
Chapter 4 - Call Distribution - ACD/UCD
Programming Steps
1. Press the ACD GROUP flexible button (FLASH 80, Button #11). The following message 
displays:
2. Press the HOLD button. A confirmation tone sounds.
Print ACD Group Parameters
Description
The Print ACD Group command dumps the entire database as a permanent record which can 
serve as a hardcopy of the database. The system baud rate must match that of the printer or 
receiving device.
Programming Steps
1. Press the ACD GROUP flexible button (FLASH 85, Button #12). The following message 
displays:
2. To print data for the ACD Hunt Group Parameters, press the HOLD button. The following 
message displays:
When the system finishes sending the requested information to the printer, a 
confirmation tone sounds.
FLASH 61 ACD TIMERS
1ACD* Ring Timer 60 sec
2 ACD* Message Interval Timer 60 sec
5 ACD* No-Answer Recall Timer 000=Disabled
6 ACD* No-Answer Retry Timer 300 sec
7 ACD* Guaranteed Message Timer 5 sec
FLASH 62 1-8 ACD* RAN Announcement Tables None
FLASH 63 1 Event Trace Disable/Enable No (Disabled)
2 Trace Port Assignment Port #1
-- Baud Rate Display 19.2K
* Features available with optional software
INITIALIZE   ACD   GROUP
PRESS   HOLD
PRINT  ACD  GROUP
PRESS  HOLD
PRINTING  ACD  GROUP
Table 4-3: ACD Group Defaults
Program 
CodeFlexible
ButtonFeaturesDefault Value
(after initialization) 
						

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Chapter 4 - Call Distribution - ACD/UCD
Uniform Call Distribution
Description
Eight Uniform Call Distribution (UCD) groups can be programmed, each containing up to 
eight 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 period of time.
UCD Calls In Queue Status Display
Description
The UCD Calls In Queue Status Display allows UCD agents to view information about the UCD 
group on their display. The display shows how many calls are in queue, how many agents are 
available, and the length of time the oldest call has been in queue.
Operation
There are two methods of viewing UCD group Call Queue Status.
1. In-service UCD agents and the assigned overflow station see the quantity of calls in 
queue on the LCD of their station for the UCD group of which they are a member. If every 
member of the UCD group is busy and calls are in queue, the Supervisor/Agent Queue 
Status display is seen at all UCD members of that group.
2. Any station not assigned in a UCD group can view the number of calls in queue for any 
given UCD Group. To view the number of calls in queue the station user either dials the 
UCD Calls In Queue Status Display code [567] or presses a flexible button 
preprogrammed with this code), then enters the UCD group desired. The LCD displays, on 
a real time basis, the number of calls in queue for that group.
Alternate UCD Group Assignments
Description
An Alternate UCD 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 UCD 
Groups together.
Programming Steps
To establish an Alternate UCD Group:
1. Press FLASH and dial [60].
2. Enter the UCD Group number (550-557) on the dial pad.
3. Press HOLD. A confirmation tone sounds and the display updates.
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 a UCD 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
4. Press the ALTERNATE GROUP flexible button (FLASH 60, Button #2).
5. Enter another UCD Group number  to designate the Alternate UCD Group.
6. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
To delete an Alternate UCD Group:
1. Press [#].
2. Then press the HOLD button.
Incoming CO Direct Ringing
Description
CO Lines can be programmed to ring directly into a UCD group. When all agents are busy and 
RAN is enabled, the system answers the caller and presents the Primary Recorded 
Announcement automatically.
Message Interval Timer
Description
The UCD Message Interval Timer (MIT) determines the length of time a caller remains in 
queue (listening to MOH, if provided) between recorded announcements. The UCD Message 
Interval Timer setting is variable from 000 to 600 seconds.
Programming Steps
1. Press the MIT TIMER flexible button (FLASH 61, Button #2). The following message 
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 … UCD Message Interval Timer is set for 60 seconds.
AXXXX  ALTERNATE  GROUP
####
MESSAGE  INTERVAL 000-600
060
The UCD 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. 
						

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Chapter 4 - Call Distribution - ACD/UCD
No-Answer Recall Timer
Description
If a call routed to a station via UCD is not answered by the UCD Agent/Station before the 
No-Answer Recall Timer expires, the call is returned to UCD Queue with the highest priority. 
In addition, the station that failed to answer the ringing UCD call is placed into an out-of-
service (OOS) state. The UCD 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.
DEFAULT … UCD 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 “UCD Available/Unavailable” on 
page 4-44.)
No-Answer Retr y Timer
Description
When the No-Answer Recall timer expires, a station that failed to answer the ringing UCD call 
is placed into an out-of-service (OOS) state. The station that was taken out-of-service (OOS) is 
placed back in service if the agent hits their available flexible button or dials the available 
flexible code. The agent is also placed back in service if the No-Answer Retry timer expires. If 
the agent does not answer their next UCD call, they are again taken out-of-service. This cycle 
continues until the station answers calls, logs out, or goes unavailable. The 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 … No-Answer Retry Timer is set for 300 seconds.
NO - ANS  RECALL 000-300
000
NO - ANSWER  RETRY 000-999
300 
						

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Chapter 4 - Call Distribution - ACD/UCD
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 “UCD Available/Unavailable” on 
page 4-44.)
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 UCD Group stations. Only CO calls transferred to a UCD Group, overflow to the Overflow 
Station when RAN Tables are assigned.
Programming Steps
To assign an UCD Overflow Station:
1. Press FLASH and dial [60].
2. Enter the fixed or flexible group number (550-557) on the dial pad.
3. Press HOLD.
4. Press the OVERFLOW STATION flexible button (FLASH 60, Button #3).
5. Enter a valid flexible station number to designate the UCD Group’s Overflow Station.
6. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
To delete an UCD Overflow Station:
1. Press [#] three times.
2. Then press the HOLD button.
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 UCD group stations.
This feature allows UCD calls reaching the UCD Overflow Station to call forward to another 
station. This is allowed or denied on a system-wide basis. Once enabled in programming, a 
UCD Overflow station can Busy/No-Answer forward to Voice Mail Groups, Hunt Groups and 
stations. If the UCD Overflow station is busy or does not answer before the no-answer call 
timer expires, the UCD call forwards to the programmed destination (e.g.,Voice Mail).
AXXXX   OVERFLOW  STATION
#### 
						

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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 Forward is disabled.
Operation
To activate Call Forwarding:
1. Lift the handset or press ON/OFF button.
2. Press the FWD button or dial [640] (or a flexible number substituted for 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). 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. A confirmation tone sounds and the FWD LED extinguishes.
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 or transferred into the group.
Overflow Timer
Description
The UCD Overflow Timer determines the total length of time a caller remains in queue for a 
particular UCD 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 
UCD Overflow Timer setting is variable from 000–600 seconds.
OVERFLOW  STA  FWD 0-1
DISABLED 
						

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Chapter 4 - Call Distribution - ACD/UCD
Programming Steps
1. Press the OVERFLOW TIMER flexible button (FLASH 61, Button #3). The following 
message 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 … UCD Overflow Timer is set for 60 seconds.
Primary Agent Assignments
Description
The Primary Agent Assignment feature allows the stations serving as primary agents to be 
entered into the UCD group. Up to 8 UCD Agents can be entered into a Group.
Programming Steps
1. Press FLASH and dial [60].
2. Enter the fixed or flexible group number (550-557) on the dial pad.
3. Press HOLD.
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 UCD 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 UCD 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 UCD group, press button #7. (Each depression toggles 
through seven agents at a time.)
OVERFLOW 000-600
060
AXXXX   PRIMARY  AGENTS
END 
						

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Chapter 4 - Call Distribution - ACD/UCD
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.
Programming Steps
1. Press FLASH and dial [60].
2. Enter the UCD Group number (550-557) on the dial pad.
3. Press HOLD.
4. Press the PRIMARY RAN flexible button (FLASH 60, Button #10).
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.
Recorded Announcements
Description
Recorded announcement (RAN) devices can be assigned to provide up to eight different 
messages, if all stations in a UCD group are busy. The eight messages are available to all eight 
UCD groups in different configurations. A RAN table can be the answer port for unanswered 
incoming calls to a UCD group, while another table can provide the secondary message. Each 
RAN device can provide an announcement to one caller at a time. Subsequent callers are 
queued onto the message on a first-in basis.
The Digital Voice Mail (DVM) can be used as a RAN device for UCD groups.
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. 
Table 1 can be the answer port for unanswered incoming calls to a UCD group.
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 UCD 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 UCD, 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 UCD RAN 
Announcement Table #1.
2. To change to another UCD RAN Announcement Table, press FLASH 62 and a flexible 
button 2-8 for Tables 2-8 respectively.
Table 4-4: 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.
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 
						

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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.
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] for SLT Port Interface.
3. Dial the desired SLT station number, using a 4-digit format, e.g., for SLT station number 
120, enter 0120.
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 a RAN Hunt Group port:
1. Press the TABLE X flexible button (1-8).
2. Dial [3] for RAN Hunt Group.
3. Dial [0458-0461] for RAN Hunt Group used.
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 digital voice mail:
1. Press the TABLE X flexible button (1-8).
2. Dial [4] for the Digital Voice Mail function.
3. Dial the desired Voice Mail Group number, using a 4-digit format, e.g., for Voice Mail 
Group 440, enter 0440.
4. Dial a three-digit menu number [000-999].
5. Dial [0-9].
0 = No DTMF Detection, No Messages Played. (Default)
1 = DTMF Detection, No Message.
2 = No DTMF, Place In Queue Message.
3 = DTMF Detection, Place In Queue Message.
4 = No DTMF, Hold Time Message.
5 = DTMF Detection, Hold Time Message.
6 = No DTMF, Both Messages.
7 = DTMF Detection, Both Messages.
8 = Not used at this time.
9 = Not used at this time.
6. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
To clear entries:
1. Press the [#] button.
2. Then press HOLD.