Starplus Triad Xts Installation Digital Key Telephone System Instructions Guide

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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 UCD agents to view information about the UCD
group on their display. The display shows how many calls are in queue, how many agents are
available, and the length of time the oldest call has been in queue.
Operation
There are two methods of viewing UCD group Call Queue Status.
1. In-service UCD agents and the assigned overflow station see the quantity of calls in
queue on the LCD of their station for the UCD group of which they are a member. If every
member of the UCD group is busy and calls are in queue, the Supervisor/Agent Queue
Status display is seen at all UCD members of that group.
2. Any station not assigned in a UCD group can view the number of calls in queue for any
given UCD Group. To view the number of calls in queue the station user dials the UCD
Calls In Queue Status Display code [567] (or presses a flexible button preprogrammed
with this code), then enters the UCD group desired. The LCD displays, on a real time basis,
the number of calls in queue for that group.
This feature cannot be used with a call in progress. The station is considered busy
for incoming calls during this operation. Each time this feature is used, wrap-up is
started.
If a UCD member is taken out of the group (e.g., DND, All Call Forward, Unavailable,
etc.) they do not receive calls in queue information. 
						

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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 the ALTERNATE GROUP flexible button(FLASH 60, Button #2).
5. Enter the pilot number (550 to 557) for desired Alternate UCD Group.
6. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
To delete an Alternate UCD Group:
1. Press [#] three times.
2. Then press the HOLD button.
Incoming CO Direct Ringing
Description
CO Lines can be programmed to ring directly into a UCD group. When all agents are busy and
RAN is enabled, the system answers the caller and presents the Primary Recorded
Announcement automatically.
Message Interval Timer
Description
The UCD Message Interval Timer (MIT) determines the length of time a caller remains in
queue (listening to MOH, if provided) between recorded announcements. The UCD Message
Interval Timer setting is variable from 000 to 600 seconds.
UCD ATTRIBUTES
SELECT A GROUP
UCD5XX ALTERNATE GROUP
XXX 
						

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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 Agent/Station before the
No-Answer Recall Timer expires, the call is returned to UCD Queue with the highest priority.
In addition, the station that failed to answer the ringing UCD call is placed into an out-of-
service (OOS) state. The UCD 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…UCD 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“UCD Available/Unavailable”on
page 4-45.)
MESSAGE INTERVAL 000-600
060
The UCD 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.
NO - ANS RECALL 000-300
000 
						

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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 answer their next UCD call, they are again taken out-of-service. This cycle
continues until the station answers calls, logs out, or goes unavailable. The 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.
DEFAULT…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“UCD Available/Unavailable”on
page 4-45.)
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 UCD Group stations. Only CO calls transferred to a UCD Group, overflow to the Overflow
StationwhenRANTablesareassigned.
Programming Steps
To assign an UCD Overflow Station:
1. PressFLASHand dial[60]. The following message displays:
2. Enter the group number (550-557) on the dial pad.
3. Press HOLD.
4. Press the OVERFLOW ASSIGN flexible button(FLASH 60, Button #3).
NO - ANSWER RETRY 000-999
300
UCD ATTRIBUTES
SELECT A GROUP 
						

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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 the UCD group stations.
This feature allows UCD calls reaching the UCD Overflow Station to call forward to another
station. This is allowed or denied on a system-wide basis. Once enabled in programming, a
UCD Overflow station can Busy/No-Answer forward to Voice Mail Groups, Hunt Groups and
stations. If the UCD Overflow station is busy or does not answer before the no-answer call
timer expires, the UCD call forwards to the programmed destination (e.g.,Voice Mail).
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 Forward is disabled.
Operation
To activate Call Forwarding:
1. Lift the handset or press ON/OFF button.
2. Press the FWD button or dial [640].
3. Dial the desired code:
[6] = All Calls
[7] = No Answer Calls
[8] = Busy Calls
[9] = Busy and No Answer Calls
UCD5XX OVERFLOW STATION
XXX
OVERFLOW STA FWD 0-1
DISABLED 
						

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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 time. A queued call is one that has been answered by a recorded
announcement device or transferred into the group.
Overflow Timer
Description
The UCD Overflow Timer determines the total length of time a caller remains in queue for a
particular UCD 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
UCD Overflow Timer setting is variable from 000–600 seconds.
Programming Steps
1. Press the OVERFLOW TIMER flexible button(FLASH 61, Button #3). 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 Overflow Timer is set for 60 seconds.
Primary Agent Assignments
Description
The Primary Agent Assignment feature allows the stations serving as primary agents to be
entered into the UCD group. Up to 8 UCD Agents can be entered into a Group.
Programming Steps
1. PressFLASHand dial[60]. The following message displays:
OVERFLOW 000-600
060
UCD ATTRIBUTES
SELECT A GROUP 
						

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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:

						

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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 one caller at a time. Subsequent callers are
queued onto the message on a first-in basis.
TheDigitalVoiceMail(DVM)canbeusedasaRANdeviceforUCDgroups.
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.
Table 1 can be the answer port for unanswered incoming calls to a UCD group.
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 UCD 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 4-4: 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 
						

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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 port:
1. Press the TABLE X flexible button (1-8).
2. Dial [1] for CO Port Interface.
3. Dial [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 [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.
DVM software version must be 2.90B or greater to have RAN functionality.
No Message Duration for type [4] entries is required.
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 UCD Ring Timer determines how long a call rings into a busy UCD group before being
presented to the first recorded announcement. The UCD 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 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…UCD Ring Timer is set for 60 seconds.
A RAN Table must be specified in UCD programming. If a RAN Table is NOT specified,
incoming CO callers are not answered but continue to receive ringback.
RING 000-300
060