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

							 CALL DISTRIBUTION
Description
Automatic Call Distribution (ACD) uniformly distributes incoming calls
among members of a programmed ACD group. Each ACD group consists of
member estensions. called agents. and a master number. When a call rings
the master number. the system automatically routes the call to the agent that
has been idle (on hook) the longest. The call can be a transferred call or
Intercom call to the master number. ACD obsoletes the need to have a
receptionist or attendant screen and route calls to group members.
 Functions
Each ACD group can have a supervisor extension. The supervisor must have
a 30-button 
 telephone  a DSS Console. This lets the supervisor
monitor the status of the ACD group and each agent extension. When all
ACD agents are busy. the supervisor’s display 
 The number of calls waiting
 The trunk or extension that has been waiting the longest (this is the next
extension/trunk in the ACD queue)
 How long the trunk or extension has been waiting
The supervisor can also take agent extensions in and out of service as traffic
into the ACD group changes. ACD agents can also remove and reinstall their
own extensions. However, the supervisor can always reinstall an extension if
it was removed by an agent.
The supervisor’s DSS Console should have a Hotline key for each ACD agent.
This shows at a glance the status of each agent.
When DSS key is...Agent is...
Off. . . . . . . . . 
On. . . . . . . . . . . . 
Flashing . . . . . . . . .  from service
DND Flash . . . . . , . 
 Do Not Disturb
Optionally. the supervisor’s DSS 
 can have a Hotline key for the ACD
master number.’ This shows the status of the entire ACD group. When all
ACD agents are busy, the key for the ACD master number lights. As soon as
an agent becomes free, the DSS key for the ACD master number goes out.
In VS, ACD supervisor displays require an AUX Module. If the VS doesn’t
have an AUX module, the supervisor’s display does not show how long a call
has been waiting for an available agent.
 Agents Busy Announcement
Callers into the ACD group can optionally hear an All Agents Busy
announcement. This announcement occurs when all ACD agents are busy and
the system automatically queues the call for a free agent. The system
processes the queued calls on a first-in. first-out basis. The supervisors and
attendant can customize the All Agents Busy announcement, if desired. The
announcement cannot exceed 12 seconds. The system provides one All
Agents Busy announcement, shared by all ACD groups.
The system can have any number of ACD groups, 
 any number of agents
within each group. An agent can only be a member of one ACD group.
The ACD busy announcement requires a VAU or 
 PCB (not
available in VS). The VAU or 
 PCB replaces four trunk circuits.
 see the Alphanumeric Display feature.
Issue 1-OFEATURES1-29 
						

							AUTOMATIC CALL DISTRIBUTION
Description
(Cont’d)
For information on the ACD enhancements available in the PBX (ONYX IV),
refer to 
 I-32A.
Programming
l
l
l
Related Features
Conditions
The maximum call waiting time that displays on the supervisor’s extension is
 (four minutes,  seconds).
Default Configuration
No ACD Groups programmed.
Required Programming
CP- ACD Supervisor    Set the Supervisor  bit for the
supervisor’s extension.
E- Extensions,  Circuit Type  Program the master extension number
with type X (uninstalled). The master extension must be a port that has no
phone connected to it.
 Extensions,  Class of Service  Assign a unique COS with  set
for the supervisor’s extension.
E- Extensions,  Hunt Type  Assign hunt type 06 to:
 Each member agent in the ACD group.
 The ACD group master extension.
Make sure the supervisor extension has hunt type 00.The supervisor should
never be an ACD group member.
E- Extensions, EA- UCD Group  Extension Number  Assign the
master extension number to:
 Each member agent
 The supervisor extension
 The ACD group master extension
 Reset Queues  Reset system queues after initial ACD programming.
Other Programming
E- Extensions,  Next Extension in Hunt Group  For the master ACD
number, designate an 
 or another ACD group as the ovefflow
destination. The overflow cannot be an ACD supervisor. With no 
Camp-On is indefinite. Also, enter 300 for this option for all group members.
QT- System Timers, Camp On Time  Enter the interval a call to a busy
ACD group should Camp-On before routing to the overflow extension.
QT- System Timers, Number of Rings Before Recall  Set how long a 
rings an extension in an ACD group before ringing the next group member.
KD- Programming Keys for DSS   Program the supervisor’s DSS
Console to have a Hotline key for each agent and the ACD master number.
This automatically makes the console’s 
 assignment the supervisor.
 Coverage Keys/HotlineA Call Coverage or Hotline key for the ACD master extension provides an ACD
group BLF and simplified Transfer. Call Coverage activates when all group
members are busy. In VS, this option requires an AUX Module.
 ForwardingIf an extension is in an ACD Group, forwarding calls at that extension disrupts
normal ACD operation. An extension user can, however, forward calls to an 
master number,
Direct Inward Line
Trunks terminated to the ACD group master number ring the group directly.
 FEATURES   
						

							AUTOMATIC CALL DISTRIBUTION
Related Features
Feature Operation
Step  
step  
Step 3 
Step 
Step  
Step 6 
Step 1 l
Step 2 l
Step 3 
Step 
Step 1 l
Step 2 
Step 3 l
Step  
Step  
Step 6 
Direct Inward  AccessTo allow    to record the ACD message. enable the following in the trunk’s COS: Call  ACD Supervisor   )
Do Not Putting an extension in Do Sot Disturb temporarily removes it from it’s ACD group.
Extension HuntingA terminal hunt can route to an ACD master number.
System Reports and DiagnosticsThe system reports provide data on ACD group agent and incoming call activity.
The reports also show details on calls received  all agents were busy.
Traffic Management ReportingIf an ACD caller hangs up  listening to the ACD all agents busy announcement,
the call is not logged  the  report as Aborted.
TransferAny user can Transfer a call to the ACD master number.
To remove or install a member agent (from the supervisor’s extension):
Lift handset.
Press INTERCOMLook for: INTERCOM  On
Listen for: Dial tone
Press Listen for: Dial tone stops
Press DSS Console key for agent you want to change.
Dial 7 to remove an agent; 4 to install.
Hang up.
To remove or install yourself as an agent (from your agent extension):
Lift handset.
Press INTERCOMLook for:
Listen for:
Dial 6 to removeListen for:
Press  and
Look for:INTERCOM On
Dial tone
yourself as an agent; 4 to install.Dial tone stops
hang up.At supervisor’s DSS Console, key for your extension flashesMedium Flash
To record the ACD All Agents  announcement (from a supervisor or
attendant extension):
Lift handset.
Press INTERCOMLook for: OnListen for: Dial tone
Press Listen for: Dial tone stops
Dial 686.Listen for:Voice message, “Please start recording.”
Record message when you hear the tone.
Hang up when you are done.
Issue 1-OFEATURES l-31 
						

							AUTOMATIC CALL DISTRIBUTION
Feature Operation
(Cont’d)
Step 1 l
Step I l
Step 3 
Step  l
Step  
Step 6 
 FEATURES 
To erase the ACD All Agents  announcement (from  attendant
or ACD Supervisor 
estension I:This also erases all the   Assistance  and PersonalGreetings.
Lift handset.
Press INTERCOM.
Look for: INTERCOM  On
Listen for:Dial tone
Press Listen for:
Dial tone stops
Dial 
Press Listen for: Dial tone
 Press 9 to delete the announcement.
OR
 Press  to abort the procedure and leave the announcement unchanged. 
						

							 CALL DISTRIBUTION (ONYX IV)
Description
Automatic Call Distribution (XCD) in the PBX provides the following
enhancements:
 Enhanced Supervisor Functions
 Simplified ACD  Programming
 Overflow to Voice Mail
 Priority 
 Announcement Message Options
 Programmable Agent Work Time
 Programmable   
 Extended Supervisor’s Timer
For more information on the basics of ACD, refer to Automatic Call
Distribution on page l-29.
Enhanced Supervisor Functions
The supervisor has programmable alert for waiting calls. With programmable
alert, the supervisor’s phone can alert (ring) for calls that wait while all agents
are busy. The alert can occur after a set number of calls are waiting, after a
call has been waiting a programmed interval, or both. This option permits the
supervisor to easily cover ACD calls when the agents have more work than
they can handle.
The supervisor can also put the ACD group in the night mode. This lets the
supervisor redirect trunks when all the ACD agents are off-duty. Once in the
night mode, trunks terminated to the ACD group ring their night destinations.
For example, a trunk’s 
 Direct Trunk Termination assignment can be the
ACD master number. The trunk rings the ACD group directly during the day.
When the supervisor activates night mode for the ACD group, trunk routes to
the EI- Night 
 Routing Destination.
When programming supervisor alert and night mode options, refer to the chart
Setting  Functions in Programming.
An extension can be a supervisor for more than one ACD group. The
supervisor extension must have a DSS Console with a Hotline key for each of
their ACD group master numbers. When assigning a supervisor to an ACD
group, refer to the chart 
Setting   Functions in Programming.
Simplified ACD Supervisor Programming
When assigning an ACD supervisor, assign an extension a Class of Service
with the Supervisor option enabled 
 Then, assign the 
EU- ACD Group Setup. There is no need to program the   and EA
options for the supervisor. Remember, the supervisor must have a DSS
Console (refer to the KD option).
When programming supervisors, refer to the chart Setting Supervisor
  Programming.
Issue 1-O . FEATURES  
						

							AUTOMATIC CALL  (ONYX IV)
Description
(Cont’d)
Overflow to 
 
When all agents in the ACD group are busy. waiting calls can 
(divert) to the Voice Mail. an extension or another  group.
Overflow can occur immediately or after a programmed interval. Setting the
overflow is helpful for ACD groups that have an alternate answerer. Calls
don’t just wait in queue --they go to the alternate answerer.
When programming overflow options. refer to the chart 
 the 
Options in Programming.
Priority Answering
ACD can route calls according to the priority of agents and trunks. With
agent priority, ACD can route calls to the highest priority available agent,
bypassing lower priority agents. The lower priority agents receive calls only
when all the higher prtority agents are busy. Using agent priority, ACD can
automatically route the most calls to the more experienced agents.
When all agents are busy, trunk priority will send the highest priority trunk to
the first free agent. Trunk priority routes calls based on the trunk’s priority
number, instead of how long the trunk has been waiting. This lets ACD
differentiate between trunks in queue. For example, if important sales calls
are queued with routine service calls, ACD can handle the sales calls first.
When programming priority answering, refer to the chart 
Setting Priorities
for 
Agents  Trunks in Programming.
Announcement Message Options
The PBX provides two types of ACD announcements, the initial
announcement and the repetitive announcement. Callers to an ACD group
can hear an initial announcement instead of ringing. The initial
announcement can occur as soon as the 
 comes in or after a programmed
interval. Additionally, the announcement can play automatically for all
callers, or just when all agents are busy. The initial announcement can be
from the Voice Messaging System, the OPA or the standard Voice Prompting
Messages.
If all ACD agents are busy, the ACD caller can hear a different (repetitive)
announcement while waiting for an agent. This repetitive announcement can
be from the Voice Messaging System or the OPA. Additionally, the system
administrator can program the announcement to repeat at specific intervals.
The repetitive announcement assures waiting callers that they have not been
forgotten. Note that enabling overflow disables the repetitive announcement
message. When programming announcements, refer to 
Setting the
  in programming.
Programmable Agent Work Time
After an agent completes an ACD call, the programmable agent work time
allows them time complete desk work before accepting a new call. After the
agent’s work time expires, ACD routes the next waiting call to the agent.
When setting the agent’s work time option, refer to the chart 
Setting 
ACD Functions in Programming. 
						

							 CALL DISTRIBUTION (ONYX IV)
Description
Programmable   
Each ACD member can have a programmable key assigned as an 
Dutv  When the member presses the key, they remove themselves from
 (i.e.. become Off   can no longer receive ACD group calls.
To return 
 to  (i.e.. become On Duty). the member just
presses the 
 again. While Off Duty. the agent can still receive non-ACD
Supervisor’s Timer
The maximum call waiting time that displays on the supervisor’s extension is
99 minutes. In the ONYX 
 systems. the maximum time is 4 minutes
and 15 seconds.
Conditions
None
 Configuration
ACD not programmed.
No On/Off Duty keys defined.
Programming
Required Programming
KS- Programming Keys for   To give an extension an On/Off 
key, enter I for an available key.
For additional programming information, see the following charts.
Other Programming
None
An agent remains Off-Duty until returned to On-Duty.
Issue FEATURES  
						

							AUTOMATIC CALL DISTRIBUTION (ONYX IV)
  
For  EST.
enter the supervisor’s 
number. An extension cnn be a
 for many  groups.
OPTION A OF CALLS BEFORE 
the number of  that can
before 
 rings.
Range is 
  to
have second waiting NOOptions A and B can overlap.
For example, if A is 
call rings) and B is 30
seconds, supervisor 
after 1st call has waited
30 seconds. Supervisor
always rings for 2nd call.For EC-NO. 
OF 
 BEFORE enter 0.
  OPTION B
 CALL WAITING
 ALERT,  ACD should wait 
     
						

							AUTOMATIC  DISTRIBUTION (ONYX IV)
SETTING THE  OPTIONS
ST.4 
For  EST.
 
    
master number.
Mailbox for ACD master number.
Issue 1-OFEATURES 
For  EST.
enter number of 
 
which calls should overflow.
Overflow can also be an
 master.
When all agents are busy. shoul
calloverflow or
O-255 
  If you enter 0, 
						

							AUTOMATIC CALL DISTRIBUTION (ONYX IV)
 PRIORITIES FOR   
START
PRIORITY to set the priority
(O-99). The idle agent with the
 priority gets the 
first. Calls cycle normally amoung
agent5 with same priority.
For each trunk, use 
PRIORITY to set the
priority (O-99). The trunk with
the highest priority gets answered
first. If waiting trunks have same
priority. ACD routes calls FIFO.