TiE Onyx 2, 3, 4, 5 Service And Programming Manual

							E- EXTENSIONS
EP- PRIORITY (ONYX IV)
Description
Related
Programming
Feature Reference
Instructions
Step 1 l
Step 
Step 2 
Step 3 l
Issue 1-O
Use this option to set the priority for Automatic Call Distribution agent
extensions. The range is 00 
 priority) to 99 (highest priority). Lower
priority agents 
 calls  when all  priority agents are busy.
This option only applies to ONYX IV.
Conditions
None
Default 
00 (lowest priority)
Automatic Call Distribution (ONYX IV)
Refer to the charts provided with the ACD (ONYX IV) feature on page 
32A.
Automatic Call Distribution (ONYX IV)
To enter data on the PRF:
For EP- Priority (ACD) on Table 3, enter the priority for each ACD agent
extension (00-99).
To 
enter data at the programming terminal:
Type 
EP. You see:  300
Press RETURN to program extension 
OR
Enter another extension  and press RETURN. In either case, you see:
PRIORITY
Enter EP- Priority (ACD) data from Table 3 and press RETURN.You advance to the next consecutive extension.
 CONFIGURATION  
						

							E- EXTENSIONS
EU- MASTER EXTENSION OF ACD GROUP (ONYX IV)
Description
Related
Programming
Feature Reference
Instructions
Step  l
Step 1 l
Step 2 
Step 3 
Use this option to designate the Automatic Call Distribution group master
extension number. Make sure the number you assign is an uninstalled
extension port (i.e.. 
 Circuit  When programming ACD group
members. refer to the 
Setting Other  Functions programming chart with
the Automatic Call Distribution (ONYX IV) feature.
This option 
 applies to ONYX IV.
Conditions
Default 
No master number assigned.
Automatic Call Distribution  IV)
Refer to the charts provided with the ACD (ONYX IV) feature on page 
32A.
Automatic Call Distribution (ONYX IV)
To enter data on the PRF:
For EU- Master Ext of ACD Group on Table 3, enter the ACD group master
number.
To enter data at the programming terminal:
Type EU. You see: MASTER  OF ACD GROUP:
Enter the EU-  Ext data from Table 3 for the ACD group you want to
program.
Press ? to see a list of the available master extensions.
Press RETURN. You see: GROUP Go to EU- ACD Group Number on the next page.
2-140B SOFTWARE CONFIGURATION Issue 1-O 
						

							E- EXTENSIONS
EU- 
 GROUP NUMBER (ONYX IV)
Description
Related
Programming
Feature Reference
Instructions
Step  
Step 1 
Step 2 l
Use this option to assign a  (from l-16) to each ACD group.-When
entering data. this associates the EU options that follow with the group 
you
want to program. The system allows a total of 16 ACD groups.
This option only applies to ONYX IV.
Conditions
None
Default 
No ACD groups defined.
Automatic Call Distribution (ONYX IV)
Refer to the charts provided with the ACD (ONYX IV) feature on page 
32A.
Automatic Call Distribution (ONYX IV)
To enter data  on the PRF:
For EU- Group  on Table 3, enter the number (1-16) of the ACD group you
want to configure.
To enter data at the programming terminal:
After programming EU- Master Extension of ACD Group, you see: GROUP 
From Table 3, enter the number of the ACD group you want to program and
press 
RETURN. You see: SUPERVISOR’S Enter 0 to remove the master from the group.
Go to EU- Supervisor’s Extension on the next page.
Issue 1-O CONFIGURATION 2-140C 
						

							E- EXTENSIONS
EU- SUPERVISOR’S EXTENSION (ONYX 
Description
Related
Programming
Feature Reference
Instructions
Step  
Step 1 
Step  
Use this option to assign the ACD Group supervisor extension. An extension
can be a supervisor for any number of ACD groups (up to a maximum of 16).
For maximum performance. a supervisor extension should be a display set
with a DSS Console.
This option 
 applies to  IV.
None
Default 
No supervisor assigned (300).
Automatic Call Distribution (ONYX IV)
Refer to the charts provided with the ACD (ONYX IV) feature on page 
32A.
Automatic Call Distribution (ACD)
To enter data on 
the PRF:
For EU- Supervisor’s Ext on Table 3, enter the ACD group supervisor’s
extension number.
To enter data at the programming terminal:
After programming EU- ACD Group Number 
, you see: SUPERVISOR’S EXT
From Table 3, enter the number of the supervisor’s extension for the  ACD
group you want to program and press 
RETURN. You see: NO. OF CALLS
WAITING BEFORE ALERT
Enter 300 to remove the supervisor.
Go to EU- No. of Calls Waiting Before Alert on the next page.
 140D CONFIGURATIONIssue  
						

							E- EXTENSIONS
EU- NO. OF CALLS WAITING BEFORE ALERT (ONYX IV)
Description
Use this option to determine the number of calls that can queue for 
ACD group before the  extension rings. The range is l-99. If
your entry is 1. for example. the supervisor’s phone rings for the 
queued call. If your  is 2. for  the supervisor’s phone rings only
when there are three calls queued.
This option only applies to ONYX IV. It works independently of EU- Call
Waiting Time Before Alert. See the chart 
Setting Supervisor Functions with
the Automatic Call Distribution (ONYX IV) feature.
Conditions
None
Default Value
Supervisor doesn’t ring for waiting calls (0).
Related
Programming
Feature Reference
Instructions
Step  l
Step  
Step 2 
Automatic Call Distribution (ONYX IV)
Refer to the charts provided with the ACD (ONYX IV) feature on page 
32A.
Automatic Call Distribution (ONYX IV)
To enter data on the PRF:
For EU- No. of Calls Waiting Before Alert on Table 3, enter the number of
calls that can wait before the supervisor rings (l-99). To have the supervisor
never ring for waiting calls, enter 0.
To enter data  the programming terminal:
After programming EU- Supervisor’s Extension, you see: NO. OF CALLS
WAITING BEFORE ALERT 
From Table 3, enter the EU- No. of Calls Waiting Before Alert data and press
RETURN. You see: CALL WAITING TIME BEFORE ALERT
Go to EU- Call Waiting Time Before Alert on the next page.
Issue 1-OSOFTWARE CONFIGURATION 
						

							E- EXTENSIONS
EU- CALL WAITING 
 BEFORE ALERT (ONYX IV)
Description
This option sets how long a waiting call remains queued for an ACD 
before the supervisor extension rings. The range is l-255 seconds. If 
entry is 10. for example. a call will wait in queue for 10 seconds before 
rings at the supervisor.
This option only applies to 
 IV. It works independently of EU- No. of
Calls Waiting Before Alert. See the chart Setting Supervisor Functions with
the Automatic Call Distribution (ONYX IV) feature.
Related
Programming
Feature Reference
Instructions
Step  l
Step  l
Step  
None
Default 
Supervisor’s phone never rings for waiting calls (0).
Automatic Call Distribution (ONYX IV)
Refer to the charts provided with the ACD (ONYX IV) feature on page 
32A.
Automatic Call Distribution (ONYX IV)
To enter data  on  the PRF:
For EU- Call Waiting Time Before Alert on Table 3, enter how 
 a waiting
 remains queued before the supervisor rings (l-255 seconds). To have
supervisor’s phone never ring for waiting calls, enter 0.
To enter data at the programming terminal:
After programming EU- No. of Calls Waiting Before Alert, you see: CALL
WAITING TIME BEFORE ALERT
From Table 3, enter the EU- Call Waiting Time Before Alert data and press
RETURN. You see: MANUAL CONTROL OF NIGHT MODE?
Go to EU- Manual Control of Night Mode on the next page.
 SOFTWARE   i-n 
						

							E- EXTENSIONS
EU- 
 CONTROL OF NIGHT MODE (ONYX IV)
Description
Use this option to allow or deny the ACD group supervisor the ability to put
the ACD group in the night mode.While 
 the night mode. trunks terminated
to the ACD master (in 
 Direct Trunk Termination) will ring the night
destination (set in EI- Night Call Routing).
This option only applies to ONYX IV.
Conditions
None
Default Value
Supervisor cannot put ACD group in the night mode (N).
Related
Programming
Automatic Call Distribution (ONYX IV)
Refer to the charts provided with the ACD (ONYX IV) feature on page 
32A.
Feature Reference
Instructions
Step 1 
Step 1 
Step 2 
Automatic Call Distribution
To enter data on the PRF:
For EU- Manual Control of Night Mode on Table 3, enter Y(es) if supervisor
should be able to put the ACD group in the night mode; N(o) if not.
To enter data at the programming terminal:
After programming EU- Call Waiting Time Before Alert, you see: MANUAL
CONTROL OF NIGHT MODE?
Enter Y or N for this option from Table 3. You  see: OVERFLOW EXT:Go to EU- Overflow Extension on the next page.
Issue 1-OSOFTWARE CONFIGURATION  
						

							 EXTENSIONS
EU- 
 EXTENSION (ONYX IV)
Description
Related
Frogramming
Feature Reference
Instructions
Step 1 l
Step 1 
Step 2 
Use this option to designate the Automatic Call Distribution group overflow
destination. if 
 The overflow destination can be an  an
 group or the Voice Mail system.
For this overflow
destination...
Enter...
Extension . Extension number
 Group. . . master number
Voice Mail . . VX master number
No overflow . . 300
This option only applies to ONYX IV.
None
Default Value
No overflow programmed (300).
Automatic Call Distribution (ONYX IV)
Refer to the charts provided with the ACD (ONYX  IV) feature on page 
32A.
Automatic Call Distribution (ONYX IV)
To enter data on the PRF:
For EU- Overflow Ext 
 3, enter the overflow extension number,
Voice Mail master number or 300 (for no overflow).
To enter 
data at the programming terminal:
After programming EU- Manual Control of Night Mode, you see:
OVERFLOW 
Enter EU- Overflow Ext data from Table 3 and press RETURN. You see:
AGENT’S WORK TIME.
Go to EU- Agent’s Work time on the next page.
   Issue 1-O 
						

							E- EXTENSIONS
 AGENT’S WORK TIME (ONYX IV)
Description
Related
Programming
Feature Reference
Instructions
Step 1 
Step 1 
Step  
This option sets the interval Automatic Call Distribution waits before sending
an agent their next call. When an agent hangs up. ACD waits this time before
ringing the agent’s phone with a new ACD call. The range is l-255 seconds.
This option 
 applies to ONYX IV.
Conditions
None
Default Value
No agent work time (0).
Automatic Call Distribution (ONYX IV)
Refer to the charts provided with the ACD (ONYX IV) feature on page 
32A.
Automatic Call Distribution (ONYX IV)
To enter 
data on the PRF:
For 
 Agents Work Time on Table 3, enter the ACD agent work time
interval  seconds). For no work time, enter 0.
To enter data at the programming terminal:
After programming EU- Overflow Extension, you see: 
AGENT’S WORK 
Enter EU- Agent’s Work Time data from Table 3 and press RETURN. YOU
see: DELAY BEFORE OVERFLOW FROM QUEUEGo to EU- Delay Before  From Queue Agent’s on the next page.
Issue 1-OSOFTWARE CONFIGURATION 2-1401 
						

							E- EXTENSIONS
EU- DELAY BEFORE 
 FROM QUEUE (ONYX IV)
Description
When all  in an Automatic Call Distribution Group are busy.-this option
sets the delay before call overflow occurs. This option applies only if vou
designate an estension or 
 master number for EU- Overflow 
This option does not apply if  enter 300 for EU- Overflow Extension. The
 is l-255.    seconds.  seconds, etc. An entry of 0 is one
minute.
This option only applies to 
 IV.
Conditions
None
Default Value
One minute delay (0).
Related
Programming
Automatic Call Distribution (ONE’S IV)
Refer to the charts provided with the ACD (ONYX IV) feature on page 
32A.
Feature Reference
Instructions
Step 1 
Step 1 l
Step 2 l
Automatic Call Distribution (ONYX IV)
To enter data on the PRF:
For EU- Delay Before Overflow from Queue on Table 3, enter the overflow
delay interval (l-255, where 
 IO seconds).
An entry of Cl corresponds to  minute.
To enter data at the programming terminal:
After programming EU- Agent’s Work Time, you see: DELAY BEFORE
OVERFLOW FROM QUEUE
Enter the EU- Delay Before Overflow from Queue interval from Table 3 and
press 
RETURN. You see: DIRECT ALL CALLS TO ANNOUNCEMENT MESSAGEGo to EU- Direct All Calls  Announcement Message on the next page.
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