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 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 [567] on the dial pad,
-or-
Press the preprogrammed flexible button.
2. Dial the ACD group number (5XX). ON/OFF button LED lights steady.

						

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Chapter 4 - Call Distribution - ACD/UCD
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 4-45for UCD-specific information.
Programming Steps
1. Press the ACD UNAVL–DSS/BLF flexible button(FLASH 07, Button #8). The following
message displays:
2. Enter a valid number (00-28) on the dial pad to correspond to one of the 29 available
options. (Refer toTable 2-13 on page 2-137.)
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 (04).
Operation
To make a station available:
Dial [566] on the dial pad,
-or-
Press the preprogrammed AVAILABLE/UNAVAILABLE button. You may now receive ACD
calls.
To make a station unavailable:
Dial [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 UNAVL DSS / BLF 00-28
RED 60 IPM DBL WINK 
						

							Automatic Call Distribution4-7
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)
----------------------------------------------
Number of Agents Logged into Group
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 CALL FACTOR flexible button(FLASH 60, Button #14). The following message
displays:
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.
ACD5XX CALL FACTOR 0-999
XXX 
						

							4-8Automatic Call Distribution
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, 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 code [573] on the dial pad,
-or-
Press preprogrammed flexible button. Display shows ACD Group 5XX (XX=ACD group #).
The status of the ACD agents is displayed with a letter following the station number
where the agent is logged in.
(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 [✳]toscrolluptothenextACDGroup.IfmorethaneightmembersareintheACD
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.
ACD5XX: 110A 111A 112A
113O 114U 115D 116B 117N 
						

							Automatic Call Distribution4-9
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. Enter the 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 station number to designate the ACD Group’soverflowstation.
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 [578] on the dial pad,
-or-
Press the preprogrammed AVAILABLE/UNAVAILABLE button. You may now receive ACD
calls.
ACD5XX OVERFLOW STATION
XXX 
						

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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 [572] on the dial pad, followed by the desired ACD group number (5XX),
-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.

						

							Automatic Call Distribution4-11
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 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.
»TheXTSDigital 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.
»An Agent can log out of a group by pressing a flexible button if code feature 572 has
been programmed on a key.
»IfyouhaveaLOGINflexiblebuttononyourphone,thenyoudonotneedaLOGOUT
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.
ACD AGENT RECALL 0-1
DISABLED 
						

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Chapter 4 - Call Distribution - ACD/UCD
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 updates.
4. Press the ALTERNATE GROUP flexible button(FLASH 60, Button #2). The following
message displays:
5. Enter desired pilot number (550 to 565) of the alternate ACD group.
6. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
To delete an Alternate ACD Group:
1. Press [#] three times.
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.
ACD5XX ALTERNATE GROUP
XXX
CALL QUALIFIER TONE 0-1
DISABLED 
						

							Automatic Call Distribution4-13
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 THRESHOLD flexible button(FLASH 60, Button #5). The following message
displays:
5. Enter a valid value on the dial pad that corresponds to 00–99 calls.
6. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
DEFAULT…CIQ Threshold is disabled.
Conditions
»Any ACD station must have a button assigned to view the calls in queue of any ACD
group.
»The CIQ flexible button (579+5XX) must be assigned on the telephone(s).
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
presentedonanidledisplay.
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 GROUP NAME flexible button(FLASH 60, Button #1). The following message
displays:
ACD5XX CIQ THRSHOLD 00-99
00
ACD5XX NAME
ACD5XX 
						

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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) 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. 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 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.
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
ACD5XX GUARANTEED RAN 1-8
X