Starplus Triad Xts Installation Digital Key Telephone System Instructions Guide

							Automatic Call Distribution4-25
Chapter 4 - Call Distribution - ACD/UCD
Secondary Agents
Description
The Secondary Agent Assignment feature allows stations serving as secondary agents to be
entered into the ACD group. Agents can login to primary and secondary groups. 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 SECONDARY AGENT flexible button(FLASH 60, Button #8). The following
message displays:
5. Toadda station as a secondary agent of the ACD group, use the dial pad as follows:

						

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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.
Supervisor Calls in Queue Status Display
Description
The Supervisor Calls in Queue Status Display feature provides a means for an ACD supervisor
to view the status of their ACD group.
This display is an idle state display that provides an indication to a supervisor that agents in
the group are having problems answering all their calls. The display tells the supervisor how
many calls are in queue, how many agents are logged into the ACD group, and the length of
time that the oldest call has been in queue.
Operation
To activate the supervisor Queue Status display:
Dial [577] on the dial pad, followed by the ACD group number (5XX) that the supervisor
wants to observe.
-or-
Press the preprogrammed flexible button.
The ON/OFF button LED lights steady and the Queue Status display shows the following
information:
5XX = ACD Group (550-565)
CIQ: XX = Calls in queue
AGENT(S): XX = Agents logged in
OC: HH:MM:SS = Oldest call in hours, minutes and seconds
To change the display to another group:
Dial [577] on the dial pad, followed by the ACD group number (5XX) that the supervisor
wants to observe.
-or-
Press the preprogrammed flexible button.
Conditions
»To receive the supervisor queue status display, the station must be logged in as a
supervisor and the supervisor flexible code must be used.
»ACD supervisors receive the queue status display in real time.
»The queue status display is only given when the ACD group member or supervisor’s
station is not receiving a higher priority display, such as HELP or Out-Of-Service, or other
applicable off-hook events are taking place at the station.
»The supervisor queue status display is saved in battery-backed memory.
ACD5XX 00 CALLS IN QUEUE
MMM DD YY HH:MM am 
						

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»When a supervisor logs out of the group presently displayed, they must enter a new
request for queue status display.
Supervisor Login/Logout
Description
The Supervisor Login/Logout feature provides a means for a supervisor to log into one of the
ACD groups and monitor calls.
Operation

						

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Supervisor Monitor with Barge-In
Description
Thisfeatureisavailablewithoptionalsoftware.The ACD Supervisor Monitor with Barge-In feature
provides a means for an ACD Supervisor to monitor an agent’s call in progress and coach
sales techniques or customer relations skills. When used, a supervisor may intrude into an
agent’s call in a listen-only mode or in a true conference mode. Prior to barge-in, a supervisor
must log into the agent’s group using the supervisor log-in code 576XXX. This feature is
available with or without a warning tone.
Programming Steps
1. PressFLASHand dial[50]. Flexible button #24 (New Range) is lit and the following
message displays:
2. Enter the range of station numbers to be programmed. If only one station is being
programmed, enter that number twice (100 100).
3. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
Flexible button #19 is lit. The display updates to reflect current programming for Page A:
XXX-XXX = Station Range
4. Press the SUPV BARGE-IN flexible button(FLASH 50, Page A, Button #12). The following
message displays:
Executive Override is a system feature and, therefore, takes precedence over this
feature. If Supervisor Monitor with Barge-In is used properly, Executive Override
MUST be disabled. Otherwise, the barge-in is performed with the MUTE button OFF.
A change in volume may occur on the CO line or intercom call after the barge-in
occurs.
The use of Supervisor Monitor with Barge-In is limited by federal law and may also
be limited or prohibited by state or local law, so check the relevant laws in your area
before employing these features.
STATION ATTRIBUTES
SELECT A STATION RANGE
If HOLD is pressed without entering a station range, ALL stations are selected.
XXX - XXX PAGE A
ENTER BUTTON NUMBER
ACD SUPV BARGE IN 0-1
DISABLED 
						

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Chapter 4 - Call Distribution - ACD/UCD
5. Enter a 0 or 1 on the dial pad to enable/disable this feature.
[0] = Disabled
[1] = Enabled
6. Press HOLD to save the entry. A confirmation tone sounds.
DEFAULT…Supervisor Monitor with Barge-In feature is disabled.
Operation
The ACD supervisor can intrude on an agent’s call in the Listen Only mode as follows:
1. Dial the agent’s station number.
2. Upon hearing a busy tone, press the preprogrammed BARGE-IN flexible button.

						

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The ACD Supervisor Display shows the following information:
5XX = ACD Group (550-565)
CIQ: XX = Calls in queue
AGENT(S): XX = Agents logged in
OC: hh:mm:ss = Oldest call in hours, minutes and seconds
To change the display to a different group:
Dial the ACD Supervisor Display code [577] on the dial pad, followed by the ACD group
you want to observe,
-or-
Press the preprogrammed flexible button.
Conditions
»To receive the Supervisor’s Queue Status display, station must be logged in as Supervisor
and dial the flexible code for the desired group.
»ACD Supervisors receive the Queue Status display in real time.
»TheQueueStatusdisplayisonlygivenwhentheACDgroupmemberorSupervisors
station is not receiving a higher priority display, such as HELP or Out-Of-Service, or other
applicable off-hook events are taking place at the station.
»The Supervisor’s Queue Status display is saved in battery backed memory.
»When a Supervisor logs out of the group presently displayed, they must enter a new
request for Queue Status display.
Supervisor Station Assignment
Description
The ACD Supervisor Station assignment feature provides a means to assign each ACD group
a supervisor. This Supervisor Station can receive the calls in queue display in real time,
receives No Answer/Out of Service conditions, HELP displays from the groups to which the
supervisor is assigned, and can barge-in on active calls in their ACD Group or groups.
A supervisor can be assigned in ADMIN to a group or groups to receive the help request and
out of service (OOS) messages. If a supervisor station is assigned in ADMIN, it is considered
logged in. A supervisor can dial a supervisor login code [576] followed by the ACD group that
the supervisor is logging into and their 4-digit Agent ID number.
Programming Steps
To establish an ACD Supervisor 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 ACD SUPV flexible button(FLASH 60, Button #4).
5XX: CIQ: XX AGENTS: XX
OC: HH:MM:SS 
						

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5. Enter a valid station number of the desired ACD Supervisor station.
6. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
To delete an ACD Supervisor Station:
1. Press [#] three times.
2. Then press the HOLD button.
Transferred Recorded Announcement
Description
The Transferred Recorded Announcement (RAN) is for CO callers who are transferred to an
ACD group. This forces callers transferred to an ACD Group to listen to the announcement
prior to entering the queue or ringing an agent.
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 TRANSFERRED RAN flexible button(FLASH 60, Button #12). 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.
Wrap-Up Timer
Description
After completion of a ACD call (on-hook) the agent is not subjected to another ACD call for
the duration of the Auto Wrap-Up Timer allowing the agent to finish call related work or
access other facilities. This lets agents remove themselves from the group (e.g., DND, Call
Forward) or originate another call. This timer feature is programmable for each ACD Group in
the system.
The ACD Wrap-Up Timer setting is variable from 000-999 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.
ACD5XX SUPERVISOR STA
XXX
ACD5XX XFER RAN 1-8
X 
						

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4. Press the WRAP-UP TIMER flexible button(FLASH 60, Button #6). The following message
displays:
5. Enter a valid number on the dial pad which corresponds to 000-999 seconds
(000=disable).
6. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
DEFAULT…ACD Wrap-Up Timer is set for four seconds.
Zap Tone
Description
The Zap Tone feature enables ACD agents in the headset mode, to have ACD calls connected
to them automatically. The feature removes the requirement for the agent to press the
ON/OFF button to answer ACD calls.
ACD calls are connected when the agent is logged into any group and is available. (A flexible
button [566] must be programmed for this button to operate.)
Programming Steps
1. PressFLASHand dial[50]. Flexible button #24 (New Range) is lit and the following
message displays:
2. Enter the range of station numbers to be programmed. If only one station is being
programmed, enter that number twice (100 100).
3. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
Flexible button #19 is lit. The display updates to reflect current programming for Page A:
XXX-XXX = Station Range
4. Press the ZAP TONE flexible button (FLASH 50, Page A, Button #16). The following
message displays:
ACD5XX WRAP-UP 000-999
004
STATION ATTRIBUTES
SELECT A STATION RANGE
If HOLD is pressed without entering a station range, ALL stations are selected.
XXX - XXX PAGE A
ENTER BUTTON NUMBER
ACD ZAP TONE 0-1
DISABLED 
						

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5. Enter a 0 or 1on the dial pad to enable/disable this feature.
[0] = Disable feature
[1] = Enable feature
6. Press HOLD to save the entry. A confirmation tone sounds.
DEFAULT…Zap Tone is disabled.
Initialize ACD Group Parameters
Description
ACD Group Parameters may be initialized to set all data fields to their original, default values.
Table 4-3: ACD Group Defaults
Program
CodeFlexible
ButtonFeaturesDefault Value
(after initialization)
FLASH 60 ACD GROUPS 550-565
1 Group Name None
2 Alternate Group None
3OverflowStation None
4 Supervisor None
5 CIQ Threshold Disabled
6 Wrap-Up Timer 4 sec
7PrimaryAgents None
8 Secondary Agents None
9 Guaranteed RAN None
10 Primary RAN None
11 Secondary RAN None
12 Transferred RAN None
13 Overflow Timer 60 sec
14 Call Factor None
FLASH 61 ACD TIMERS
1 ACD* 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 
						

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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.
PrintACDGroupParameters
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 GROUPS flexible button(FLASH 85, Button #12). The following message
displays:
2. To print data for the ACD 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.
INITIALIZE ACD GROUP
PRESS HOLD
PRINT ACD GROUP
PRESS HOLD
PRINTING ACD GROUP