Starplus Triad Xts Installation Digital Key Telephone System Instructions Guide

Automatic Call Distribution4-5
Chapter 4 - Call Distribution - ACD/UCD
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...

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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...

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Chapter 4 - Call Distribution - ACD/UCD
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 [580]+[550-565]+ [FFF] (FFF=Call Factor) to enter the
factor (average call duration).
The following formula is used to calculate the average call duration:
(Place in Queue) (Call Factor)...

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Chapter 4 - Call Distribution - ACD/UCD
»The qualify code must be entered during CO talk state.
»The CALL QUALIFIER button is programmed using a flexible code [570]+[###] or the
flexible code and the last three digits of a speed bin number [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,...

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Chapter 4 - Call Distribution - ACD/UCD
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. PressFLASHand dial[60].
2....

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Chapter 4 - Call Distribution - ACD/UCD
To place a station in Unavailable Mode:
Dial [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.
Operation
To log into an ACD Primary Group:
Dial LOGIN CODE...

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Chapter 4 - Call Distribution - ACD/UCD
To log out of an ACD Secondary Group:
Dial LOGOUT 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...

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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. PressFLASHand dial[60].
2. Enter the group number (550-565) on the dial pad.
3. Press HOLD. A confirmation tone sounds and the display...

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Chapter 4 - Call Distribution - ACD/UCD
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. PressFLASHand dial[60].
2. Enter the group number (550-565) on the dial pad.
3. Press HOLD. A confirmation tone sounds and the display updates.
4. Press the CIQ...

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Chapter 4 - Call Distribution - ACD/UCD
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.
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)...