Starplus Triad Xts Installation Digital Key Telephone System Instructions Guide

Uniform Call Distribution4-35
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...

4-36Uniform Call Distribution
Chapter 4 - Call Distribution - ACD/UCD
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. PressFLASHand dial[60]. The following message displays:
2. Enter the group number (550-557) on the dial pad.
3. Press HOLD.
4. Press...

Uniform Call Distribution4-37
Chapter 4 - Call Distribution - ACD/UCD
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.
No-Answer Recall Timer
Description
If a call routed to a station via UCD is not answered by the UCD...

4-38Uniform Call Distribution
Chapter 4 - Call Distribution - ACD/UCD
No-Answer Retry 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...

Uniform Call Distribution4-39
Chapter 4 - Call Distribution - ACD/UCD
5. Enter a station number to designate the UCD Group’sOverflowStation.
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...

4-40Uniform Call Distribution
Chapter 4 - Call Distribution - ACD/UCD
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...

Uniform Call Distribution4-41
Chapter 4 - Call Distribution - ACD/UCD
2. Enter the 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. Toadda station as a primary agent of the UCD group, use the dial pad as follows:

4-42Uniform Call Distribution
Chapter 4 - Call Distribution - ACD/UCD
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...

Uniform Call Distribution4-43
Chapter 4 - Call Distribution - ACD/UCD
Programming Steps
If Recorded Announcement (RAN) devices are installed to operate with UCD, these tables
must be programmed.
1. PressFLASHand 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, pressFLASH 62andaflexible
button 2-8 for Tables 2-8 respectively.
To program a Table for a CO Line...

4-44Uniform Call Distribution
Chapter 4 - Call Distribution - ACD/UCD
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 [44X] (X=0-7) for the Voice Mail Group.
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=NoDTMF,PlaceInQueueMessage.
3 = DTMF Detection, Place In Queue Message.
4 = No DTMF, Hold Time Message.
5 =...