Starplus Triad Xts Installation Digital Key Telephone System Instructions Guide

							Automatic Call Distribution4-15
Chapter 4 - Call Distribution - ACD/UCD
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.
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.
GUARANTEED MSG 000-300
005
MESSAGE INTERVAL 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. 
						

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Chapter 4 - Call Distribution - ACD/UCD
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.
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 4-6.)
No-Answer Retry 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.
NO - ANS RECALL 000-300
000
NO ANSWER RETRY 000-999
300 
						

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Chapter 4 - Call Distribution - ACD/UCD
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 4-6.)
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.
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 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.
OVERFLOW STA FWD 0-1
DISABLED 
						

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Chapter 4 - Call Distribution - ACD/UCD
To remove Call Forwarding:
1. Lift handset or press ON/OFF button.
2. Press the FWD button, or dial 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 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. 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 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.
ACD5XX OVERFLOW 000-600
060 
						

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Chapter 4 - Call Distribution - ACD/UCD
PC/ACD Baud Rate Display
Description
TheXTScan 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
ThePC/ACDPortBaudRateisprogrammedusingFlash 15baud rate assignments (refer to
“Baud Rate Assignments”on page 2-16. 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.
PC/ACD Interface Trace
Description
ThePC/ACDInterfaceTracefeatureisavailablewithoptionalsoftware.ThePC/ACDInterface
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).
PORT BAUD
119.2K
ACD _ EVT _ TRACE I/O BAUD
YES 1 19.2K 
						

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Chapter 4 - Call Distribution - ACD/UCD
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
ACDSMDRPortnumber(defaultisPort#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.
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. 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 PRIMARY AGENT flexible button(FLASH 60, Button #7). The following message
displays:
5. Toadda station as a primary agent of the ACD group, use the dial pad as follows:

						

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Chapter 4 - Call Distribution - ACD/UCD
6. Todeletea station from being a primary agent of the ACD group, use the dial pad as
follows:

						

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Chapter 4 - Call Distribution - ACD/UCD
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 Mailcan 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.
When using the Digital Voice Mail as a RAN Announcer, the following options are available:
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 TakemenuactiononDTMF;playHoldTimemessage.
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. 
						

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Chapter 4 - Call Distribution - ACD/UCD
Programming Steps
If Recorded Announcement (RAN) devices are installed to operate with ACD, 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 ACD RAN
Announcement Table #1.
2. To change to another ACD RAN Announcement Table, pressFLASH 62and a flexible
button 2-8 for Tables 2-8 respectively.
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 CO line range [001-XXX] (XXX=maximum CO lines in your system) for CO Lines
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 an SLT port:
1. Press the TABLE X flexible button (1-8).
2. Dial [2] for SLT Port Interface.
3. Dial the station range [100-XXX] (XXX=maximum stations in your system) for SLT stations
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 a RAN Hunt Group port:
1. Press the TABLE X flexible button (1-8).
2. Dial [3] for RAN Hunt Group.
3. Dial [458-461] 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.
ANNOUNCEMENT TABLE 1
TYPE # INDX ### TIME ###
ANNOUNCEMENT
TABLE 1ANNOUNCEMENT
TABLE 2ANNOUNCEMENT
TABLE 3ANNOUNCEMENT
TABLE 4
✺1Q✺2W✺3E✺4R
ANNOUNCEMENT
TABLE 5ANNOUNCEMENT
TABLE 6ANNOUNCEMENT
TABLE 7ANNOUNCEMENT
TABLE 8
✺5T✺6Y✺7U✺8I 
						

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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 = DTMF Detection, Hold Time Message.
6 = No DTMF, Both Messages.
7 = DTMF Detection, Both Messages.
8=Notusedatthistime.
9=Notusedatthistime.
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.
Ring Timer
Description
The ACD Ring Timer determines how long a call rings into a busy ACD group before being
presented to the Primary Recorded Announcement. The ACD Ring Timer setting is variable
from 000–300 seconds.
Programming Steps
1. Press the RING TIMER flexible button(FLASH 61, Button #1). The following message
displays:
2. Enter a valid number which corresponds to 000-300 seconds.
3. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
DEFAULT…ACD Ring Timer is set for 60 seconds.
A RAN Table must be specified in ACD programming. If a RAN Table is NOT specified,
incoming CO callers are not answered but continue to receive ringback.
RING 000-300
060