Vodavi Infinite Dvx I, Dvx Ii Hybrid Key Telephone Systems Installation Manual

							f@&e IWX’andDVXn 
D&im IKey Telephone Systems AUTOMATIC CALL DISTRIBUTION (ACD] 
AuTohfA~c CALL DISTRIB~~N (Cont’d) 
740.3 ACD RAN ANNOUNCEMENT TA- 
BLES 
If Recorded Announcement devices are in- 
stalled to operate with ACD. these tables must 
be programmed: 
a. Press FLASH and dial (621. The 
following 
message is shown on the display phone: 
b-The 
top left button in the fkible button 
field will be 
lit for programming ACD RAN 
Announcement Table 1. To change to ACD 
RAN Announcement Table 2, press fltible 
button #2. Repeat above 
for Tables 3 
through 8. 
c. Enter a string 
of six or seven digits on the 
dial pad. The order of data entry will be: 
Type Number: 
- 1= CO Port interface 
- 2= SLT Port interface 
Index (port) Number: 
- Ol-28= CO Line Port 
- 1 OO- 155= SLT Station Port 
Message Time: 
- CKIO-300 seconds 
d. Press the HOLD button to save the entry. 
Confimafion tone is heard and the display 
wilS 
mm update. 
WhenaWporti8ddgnatdosuRANpprt, a relay and/or sensor shorrld be programmed as a RAN start ftw 
drurou- Table 1 &hnmgh 8. 
To clear entries in a Table: 
a. Press the pound key once I#] followed by 
the HOLD button. Description 
Determines the type. index (port) number and 
message length for the eight available Recorded 
Announcements @UN). There are eight RAN 
tables that can be programmed. Table 
1 can be 
the answer port for 
unanswered incoming calls 
to a ACD group. Table 8 can provide the secon- 
dary message or vice versa. 
The buttons on the digital terminal are 
defined 
as shown below when entering the ACD RAN 
Announcement Tables progmmming area: 
m&qqmF] 
RWiWF/ 
The lype can be either a CO line port, or a SLT 
port. The index number specifies which circuit 
for the type of interface. 
The message length is used to match the maxi- 
mum leq$h of the message to the device that 
is used. 
Example: 
To program a table for CO line port: 
a. Press the TABLEX flexible button (Buttons 
l-8). 
b. Dial [I ] for CO port inter&we. 
c. Dial [Ol to 281 
for CO line used. 
d. Enter message duration {OOO-300 sec.) 
Example: 
: 
To program a table for an SLT port: 
a. Press the TABLEX flexible button (Buttons 
l-81. 
b. Dial 121 for SLT port interface. 
c. Dial [lo0 to 155) for SLT station used. 
d. Enter Message 
duration (000-300 sec.) 
Related Rognunming: Refer 
to Sec. 740.1, 
ACD Group Progr 
- g; 740.2. ACD Timem; 
Also refer to Sec. 500.9. Installing Recorded 
Announcement Device (FUN). 
168ue 1. January lBB3 
740-B  
						

							imite DVX’ aad DVX” 
Digital Key Telephone Systems 
A~o&%i@f’Ic CALL DISTRIBUTION (Cont’d) 
740.4 PC/ACD INTERFACE TRACE 
Programming Steps 
To enable PWACD Interface Trace options: 
1. Press FL4SH and dial 163). The following 
message will be shown on the display 
phone: 
- X= Port for PC/ACD lnterfaqz ?kace 
- YYYY= Baud Rate of desired port. 
A. Event Trace 
En2hlt/Dis2ble 
Prop * L-J steps 
1. Press the PC/ACD EVENT TRACE flexible 
button (l3utton # 1). It will toggle on and off 
with each depression. 
l LED on = Event trace is enabled 
l LED off = Gvent trace is disabled 
2.Press the HOLD button to save the entry. 
Confxmation tone is 
heard and the display 
will now update. Description 
The fature is ONLY available when the Basic 
ACD software package is purchased separately. 
The PC!/ACD Interface Trace feature provides 
an event trace output which is compatible with 
the PC/ACD Reporting package 
The buttons on the digital terminal are defined 
as shown below when entering the PC/ACD 
Event 
Trace feature programnkg area: 
Description 
This feature is only available when the Basic 
ACD Software package is purchased sepa- 
rately. The PC/ACD Interface mace provides a 
series of events trace output which is compat- 
ible with the in@-& PC/ACD Reporting pack- 
age. 
Dthult: By default, the PC/ACD Event ‘Ikace 
is disabled. 
740-10 
Xssnc 1. Jannarg 1993  
						

							i-&e DVX’andDVX’ 
Digftal Key Telephone Systems AUTOMATIC CALL DISTRIBUTION (ACDI 
Amoh’IAmc CALL DIWFUBUTION (Cont’d] 
Pc/ACD INTERFACE TRACE Hhnt’d) 
B. T-race Port Assignment. 
Prop- Steps 
I. Press the PC/ACD PRINT POW flexible 
button [Button #2) to determine which port 
is to be 
used for the PC/ACD interface 
Trace. 
2. Enter a one-digit number for the PC/ACD 
Event Trace Port number: 
- 1= Port # 1 (“On-Board” RS-232C) 
- 2= 
Port #2 (“On-Board” Modem) 
- 
3= Port #3 0/O Expander Module 
RS-232C) 
- 4= Port #4 (If0 
Expander Module 
RS-422) 
The LCD displays the current baud rate based 
on which Port number is assigned to the ACD 
SMDR Port number. 
3.Press the HOLD button to save the entry. 
Confirmation tone is heard and the display 
W-U now update. Desctiption 
Port #I refers to the 
standard RS-232C “On- 
3oard” connector on the DVX ‘Basic KSU or the 
CPB board on the DVX Ii System. 
Port #2 refers to the ‘On-Board” 300 Baud 
modem provided with the system. 
Port #3 refers to the RS-232C connector on the 
I/O Expander Module. 
Port #4 refers to the 
FtS-422 connector on the 
same I/O Expander Module installed in either 
infiniteDigital system. ’ 
&far& By default, Port #1 is used for Basic 
ACD SMDR 
purposes. 
C. Baud Rate Display 
v Steps 
The PC/ACD Port’ Baud 
Rate is pro- 
grammed using Flash 15 Baud Rate As- 
signments. The LCD displays the current 
baud 
rate based on which Port number is 
assigned to the ACD SMDR Port number. 
ThefoIIawingmessagewiIlbeshownonthe 
display phone: 
.: 
Description 
Ihe infinite Digital Key Telephone Systems can 
provide PC/ACD Reporting output to either the 
standard RS-232C ‘On-Board” connector on 
the DVX I Basic KSU or 
DVX’ CPB board or to 
the optional RS232C/422 i/O 
Expander Mod- 
ule connector(s). The Baud Rate wiU be dis- 
played as either 300 baud, 1200 baud, 2400 
baud, 4600 baud, or 9600 baud. 
Related Pro@unmiq- 
. Refer to Sec. 710.8. 
Baud Rate Assignments. 
Issue 1, January 1893 
740-11  
						

							iqfutite DVX I and DVX Ii 
Dma Key Telephone 
sy8tCIIiS UNIFORM CAU DIST2ZlBUTIoN (UCD) 
SECTION ‘745 
UNIFORM CALL DISTRIBUTION (UCD) 
745.1 UCD GROUP PROGRAMMING 
FYogrixmdng Steps 
lf the system is in the programmhg mode, 
continue using the program codes. If starting to 
program here, enter the programming mode. 
Refer to Sec. 700.2, Program Mode Entry (Key 
Station). 
If UCD Groups are to be assigned: 
1. Press FLASH and dial [601. The following 
message is shown on the display phone: 
Where: 
- X= UCD Group Number ll-8) 
- A&%= Afternate UCD Group Assign- 
ment 
- 
EMS= UCD Overflow Assignment 
- CC= UCD Announcement Tables 
2.The top kft button in the flexible button 
field wizz be Ilt for progranm&g UCD group 
0 (550). To change UCD groups or enter 
further UCD groups (550 to 557), press the 
appropriate fkxfble button and perform 
the fokwing procedures. 
. 
Description 
There can be eight UCD groups of no more than 
eight stations each. The UCD groups use a pilot 
hunting technique. Iftbe pilot numberis dialed. 
the assigned stations in that UCD group are 
searched for the station which has been in an 
idle condition for the longest period of time. 
Each UCD Group may have an assigned Aiter- 
nate UCD Group, an Overflow station and up 
to eight stations as UCD members. The two 
system RAN ports (tables) may also be refer- 
emed on a per UCD group basis. 
The buttons 011 the digital terminal are defined 
as shown below when entering the UCD 
Group(s) programming area: 
DefkuW EIy default., UCD Group Tables are 
empty. 
RdattdRo 
@&W&g: Refer to Sec. 745.2, 
UCD Timers for setting the UCD Ring Timer, 
UCD Message Interval Timer, WCD Overflow 
Timer, UCD Answer Recall Tkner, and UCD 
No-Answer Retry Timer; Also refer to Sec. 
745.3. UCD RAN Announcement Tables for as- 
signing RAN device ports and message times. 
Issue 1, January 1993 
745-l  
						

							~C3~bl CALL DISTRIBUTION rVCD) &finite DVX I and DVX II 
DigitaI &v Telephone Sy&ems 
UNIFORM CALL DISTl3IBU’l’ION (Cmt’d) 
A Alttrnnte UCD Group Assignment 
Programming Steps 
To program an alternate group: 
1. press the ALTERNATE UCD GP flexible 
button (Ektton #9). 
2. Enter the three-digit pilot number (550 to 
557) of the desired alternate UCD group. 
3. Press the HOLD button to save the entry. 
Confirmation tone is heard and the display 
will now update. Description ALTERNATE UCD GROUP. An alternate UCD 
group can be programmed so that if no station 
in one group is available. the alternate group 
will be checked for an available station. This 
provides a means to chain or link UCD groups 
togetkr. 
To delete an Alternate UCD Group, press the 
pound key three times [###I and press the 
HOLD button. 
B. UCD Overflow Station Assignment 
Pro)Y$zmag steps 
To program UCD Over&w station: 
1. Press the OVERFLQWASSIGN flexible but- 
ton (Button # 101. 
2. Enter the three-digit station number (100 
to 155) to designate the UCD Groups over- 
flow station. 
3. Press the HOLD button to save the en@. 
Confirmation tone is heard and the display 
will now update. 
uulm .A m lm E!5 
LWJ EBB @i 
Description 
UCD OVERFLOW ASSIGN. When an oveflow 
station is assigned, callers that have remained 
in queue for a specified amount of time will be 
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 will overflow to the overflow station 
when RAN tables have not been assigned. 
To delete an Overflow Station, press the pound 
key three times [###I and press the HOLD but- 
ton. 
745-2 fsstle 1. Januarg lass  
						

							infinite DVX’ and DVX’ 
D@tal Key Telephone Systems UNIFORM CZ.AIL DISTREKJTION @ED) 
ARM CALL DXSTRIBUTION 
[Cont’dI 
c. UCD Recorded Announcement 
~~cntbl mm 
Pxgrammir* steps 
To program a Recorded Announcement: 
1. Press the ANNOUNCEMENTTBLS flexible 
button (Button # 11. 
2. 
Enter one of the following digit sequences: 
- 
l# = RAN port specified in Table 1 
will be used. 
- through 
- 8# = RAN port specified in Table 8 
will be used. 
Example: 
- 1,2=Port1wiIlanswe.rthecall;port 
2 will provide a subsequent message. 
- 8.1 =Port8wihanswertheca&port 
1 will provfde a subsequent message. 
3. Press the HOLD button to save the entry, 
Confirmation tone is heard and the display 
will now update. 
Description 
UCD ANNOUNCEBUENT TABIZS. An 
optional 
Recorded Announcement device may be con- 
nected 
to the system to provide an an- 
nouncement if all stations in a UCD group are 
busy. Up to eight ports in the system may be 
assigned to provide 
a path to Recorded An- 
nouncement 
devices. 
incoming CO Callers will only be 
answered and 
routed to the Overflow assignment if a RAN 
Table is assigned. 
To erase Recorded Announcement(s). press the 
pound key two Wnes [##I 
&nd press HOLD. 
Related Pm~mmm3.q: R&r to sec. 745.3, 
UCD RAN Announcement Tables programming 
for f&her information regarding each RAN Ta- 
ble. 
. 
‘.. 
fsauc 1, &mum-y 1983 
745-S  
						

							iqjinite DVX ’ and DVX’ 
WORM CALL DISTRIBUTION (Cont’d) 
D. UCD Station Assignment(s) 
Pro@ * g Steps 
To program stations into a UCD group: 
1. Press the Page “B” flexible button (Page A 
Button # 
19). The following message is 
show-n on the display phone. 
ul3l3913 #### #Hi@ #I## #I## 
H# ### ### ### 
Where: 
- X= IJCD Group Number (l-8) 
- B= Page -B” parameters 
- ###= UCD Station ass~ents 
2.The top l& button in the flsdble button 
fieldwillbelitforpro&rammlng UCD group 
0 (550). To change UCD 
group5 or enter 
further UCD groups (550 to 557). press the 
appropriate ffexible button and perform 
the following procedures. 
3.Enter the three-digit station numbers of 
the stations in the LJCD group in the order 
inwhicktheywill be checked. Amaximum 
of eight stations may be entered, 
4.Fress 
the HOLD button to save the entry. 
Confirmation tone is heard and the 
display 
will now update. Desctip 
tion 
UCD STATION AssIGNBUEm. Any type of 
station (xcluding DSS/DLS Consoles) may be 
entered as valid LJCD 
stations. Calls will be 
routed to station in the order they are entered 
for the first round of calls only, After that the 
calls are routed to stations based on On-Hook 
time. The station with the longest On-Hook time 
will receive the next call. 
If’ a specific station number is dialed, only that 
station Is rung: no distribution will be done if 
that statin is busy. 
The buttons on the digital terminal are defined 
as shown below when ente&g the UCD Station 
Assignmentfs) programming area. 
To erase all stations. press the pound key three 
times [###I and press HOLD. 
7484 
fssue 1, January 1993  
						

							UNJFoRM CALL DISTRIBUTION (Cont’d) 
745.2 UCD TTBBEKS 
Programming steps 
If UCD timers are to be changed: 
a. Press F-H and dial [61]. The follawing 
message is shown on the display phone: 
A. UCDRiqTimer 
B steps 
To make 
a change to the UCD Ring ‘Inner: 
1. Press the FUNG TIMER 
flexible button (But- 
ton # 1). The following message is shown on 
the display phone: 
2. Enterthe three-digit tfmervalue on the dial 
pad which corresponds to 060-300 see- 
onds. 
3. Press the 
HOLD button to save the entry. 
Con&nation tone is heard and the display 
will now update. 
Desc ription 
Six timers for UCD operation are programmable 
on a system-wide basis. The UCD timers in- 
clude: ARingTimer, Message IntervalTimer, an 
Overflow Timer, a Auto Wrap-Up Timer, a 
No/Answer RecallTimer. and a No/Answer Re- 
try Timer. Each timer is described below: 
Related Pro@ammix@ Refer to Sec. 745.3. 
UCD Group Progmmming; and UCD Recorded 
Announcement Assignment(s); Also refer to 
Sec. 500.1, Installation, Backgrauncj 
Music/Music-On-Hold Connections for DVX 
and DVX ’ systems. andrInstaIhng Recorded 
Announcement Device @AN). 
The buttons on the digital tenntnal are defined 
as shown 
below when entering the UCD ‘Doers 
pmE$i w, Fi 
Description 
UCD RING TIMER The UCD Ring Timer deter- 
mines how long a call will ring into a busy UCD 
group before being presented to the first re- 
corded annoullcemmt 
Dtfault: By default, the UCD Ring Timer is set 
for 60 seconds, and is variable from 000 to 300 
seconds. 
hue 1, 
January 1993 
746-5  
						

							FORM CALL DISTRIBUTION (UCD) 
iqfinite DvX’andDVX” 
a&&al Key Telephone Systems 
-RM CALL DISTFEIIXJTION (Cont’d) 
UCD TIMERS (Cont’dl 
B. 
UCD Message httd Timer 
FYogEmming steps 
To make a change to the UCD Message Interval 
Timer: 
1. F’ress the MITTIMER flexible button (But- 
ton #2). The following message is shown on 
the display phone: 
2. Enter the three-digit timer value on the dial 
pad which corresponds 
to 000-600 sec- 
onds. 
3.Press tie HOLD button 
to save the entry. 
Confirmation tone is heard and the display 
wilI now update. Description 
UCD MIT TIMER The UCD Message Interval 
Timer (MIT) determines the length of time a 
caller remains ti queue (listening to MOH. if 
provided] between recorded announcements. 
Default: By default, the UCD Message Interval 
Timer is set for 60 seconds and is variable from 
000 to 600 seconds. 
C. UCD Chmflow Timer 
Prom steps 
To make a change to the UCD Overfiow Timer: 
1. Press the OVEFFL0W TIMER flexible but- 
ton Button #3). The following message is 
* shown on the display phone: 
2. Enter the three-digit value on the dial pad 
which corresponds to 000-600 seconds. 
3. Press the HOLJJ button to save the entry. 
Coufh-rnation tone is heard and the display 
w-ill now update. Description 
UCD OVERFLOW TIMER The UCD Overflow 
Timer determines the total length of time a 
callerwillremain in 
queue for aparticular UCD 
group. When the timer expires, the caller will 
be routed to the designated overflow station. 
The timer starts when an incoming call 
is an- 
swered and presented to the first recorded aa 
nouncement. Transferred CO callers WiIl 
overflow at the expiration of the Overflowtier. 
I)tfarift: By defauk the UCD Over&w Timer is 
set for 60 seconds and is variable from 000 to 
600 seconds. 
745-6 
fe8Ut 1, th.mu&ry 1993 
1’ 
:. 
L  
						

							imite DVX’ and DVX” 
Dj&d Key Telephone Systems 
UNJPORM CAL% DISTRIBUTXON (UCD] 
UNTF-ORM CALL DISTRIBUTION (Cm&d) 
UCD TIBXERS (Cont’d) 
D. UCD Auto Wrap-Up 
Timer 
I?4-ogramdng steps 
To make a change to the UCD Auto Wrap-up 
Timer: 
1. Press the AUTO-WRAP TIMER fiexible but- 
ton (EMton #4). The following message is 
shown on the display phone: 
2. Enter the three-digit value on the dial pad 
which corresponds to OCG6OO seconds. 
3Jres-s the HOLD button to save the 
enhy. 
Confirmation tone is heard and the display 
will now update. 
E. UCD No-Answer Recall Timer 
Progra * 2 Steps 
To make a change to 
the UCD No-Answer Recall 
Tier: 
l.Press the NO-ANSWER RECAP TlMER 
flexible 
button [Button #5). The following 
message is 
shown on the display phone: 
2. Enter the three-digit value on the dial pad 
which corresponds to 00&300 seconds. 
3,Press the HOLD button to save the entry. 
Confirmation tone is heard and the display 
will now update. Description 
UCD AUTO-WRAP TIME& After completion of 
a UCD call (on-hook) the agent will not be 
subjected to another UCD call for the duration 
of the Auto Wrap-Up timer allowing the agent 
to fir&h call related work or access other facili- 
ties. This will allow agents to remwe them- 
selves fimn the group (i.e. DND. Call Forward) 
or originate another call. 
Default: By default, the UCD Auto Wrap-up 
Timer is set for CM seconds and is variable from 
000 to 600 seconds. ’ 
Description 
UCD NO-ANSWER Rl%ZiLL TQdERIfacall 
routed to a station via ACD is not answered by 
the ACD Agent/Station before the NW&rower 
Recall timer wqires, the call will be returned to 
ACD Queue 
with the highest priority. In addi- 
tion, the station 
that failed to answer the ring- 
ing ACD ca.U will be placed into an 
out of sewice 
(00s) state. 
Default: By default. the LJCD No-Answer Timer 
is set at 000 [disabled) and is variable from 000 
to 300 seconds. 
Issue 1, January 1883 748-7