Vodavi Infinite Dvx Iii Hybrid Key Telephone System Installation Manual

							inJinitem DVX I’
Digital Key Telephone System
AUTOMATIC CALL DISTRIBUTION (ACD)AUTOMATIC CALL DISTRIBUTION (Cont’d)
ACD 
TIMERS (Cont’d)
B.ACD Message Interval Timer
Programming Steps
To make a change to the ACD Message Interval
Timer:
1.Press the MIT TIMER flexible button (But-ton 
#2). The following message is shown
on the display phone:
“w”“‘,.,“““”
DescriptionACD MIT TIMER. The ACD Message Interval
Timer (MIT) determines the length of time a
caller remains in queue (listening to MOH, if
provided) between recorded announcements.
Default: By default, the ACD Message Interval
Timer is set for 60 seconds and is variable from000 to 600 seconds.
2. Enter the three-digit timer value on the
dial pad which corresponds to 000-600
seconds.
3.Press the HOLD button to save the entry.Confirmation tone is heard and the dis-
play will now update.
The ACD Ring and Message Interval Timers
incoming callers 
will continue to receiueC. ACD Overflow Timer
Programming Steps
To make a change to the ACD 
Overflow Timer:-1.Press the OVERFLOW TIMER flexible but-ton (Button 
#3). The following message is
shown on the display phone:
2.Enter the three-digit value on the dial padwhich corresponds to 000-600 seconds.
3.Press the HOLD button to save the entry.Confirmation tone is heard and the dis-
play will now update.
DescriDtionACD OVERFLOW TIMER. The ACD Overflow
Timer determines the total length of time a
caller will remain in queue for a particular ACDgroup. 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 an-nouncement. Transferred CO callers will
overflow at the expiration of the Overflow Timer.
Default: By default, the ACD Overflow Timer isset for 60 seconds and is variable from 000 to
600 seconds.Issue 1, February 1994
745-7 
						

							~u~onwrrc cAcL DISTRIBUTION (ACD)
injinitem DVX I’Digital Key Telephone System
AUTOMATIC CALL DISTRIBUTION (Cont’d)
ACD TIMERS (Cont’d)
D.ACD Auto Wrap-Up Timer
Programming StepsTo make a change to the ACD Auto Wrap-up
Timer:1. Press the AUTO-WRAP TIMER flexible
button (Button #4). The following messageis shown on the display phone:
2.Enter the three-digit value on the dial padwhich corresponds to 000-999 seconds.
3.Press the HOLD button to save the entry.Confirmation tone is heard and the dis-
play will now update.
E.ACD No-Answer Recall Timer
Programming Steps
To make a change to the ACD No-Answer Recall
Timer:1. Press the NO-ANSWER RECALL TIMER
flexible button (Button 
#5). The following
message is shown on the display phone:DescriptionACD AUTO-WRAP TIMER. After completion of
a ACD call (on-hook) the agent will not be
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 facili-ties. This will allow agents to remove them-
selves from the group (i.e.. DND, Call Forward)
or originate another call.Default: By default, ‘the ACD Auto Wrap-up
Timer is set for 04 seconds pd is variable from000 to 999 seconds.
DescriptionACD NO-ANSWER RECALL TIMER. If a call
routed to a station via ACD is not answered by
the ACD Agent/Station before the No-Answer
Recall timer expires, the call will be returned toACD Queue with the highest priority. In addi-
tion, the station that failed to answer the ring-
ing ACD call will be placed into an out of service
(00s) state.
Default: By default, the ACD No-Answer Timeris at 000 (disabled) and is variable from 000 to
300 seconds.
2.Enter the three-digit value on the dial padwhich corresponds to 000-300 seconds.
3.Press the HOLD button to save the entry.Confirmation tone is heard and the dis-
play will now update.
745-sIssue 1, February 1994 
						

							infhite” DVX InDigital Key Telephone System
AUTOMATIC CALL DISTRIBUTION (ACD)
AUTOMATIC CALL DISTRIBUTION (Cont’d)
ACD TIMERS (Cont’d)
F.ACD No-Answer Retry Timer
Programming Steps
To make a change to the ACD No-Answer Retry
Timer:1. Press the NO-ANSWER RETRY TIMER
flexible button (Button 
#6). The following
message is shown on the display phone:
2.Enter the three-digit value on the dial padwhich corresponds to 000-999 seconds.
3.Press the HOLD button to save the entry.Confirmation tone is heard and the dis-
play will now update.
G. Guaranteed Message Timer
Programming StepsTo make a change to the ACD Guaranteed
Message Timer:1. Press the GUARANTEED MESSAGE
TIMER flexible button (Button 
#7). The
following message is shown on the display
phone.DescriptionACD NO-ANSWER RETRY TIMER. When the
No-Answer Recall timer expires, a station that
failed to answer the ringing ACD call is placedinto an out-of-service 
(00s) state. The station
that was taken out-of-service 
(00s) will be
placed back in service if the agent hits his
available flex button or dials the available flex
code. In addition, the agent will be placed back
in service if the No-Answer Retry timer expires.
If the agent does not answer his next ACD call,
he will again be taken out-of-service. This cyclewill continue until the station answers calls,
logs out, or goes unavailable.Default: By default, the ACD No-Answer Retry
Timer is set for 300 seconds and is variable from000 to 999 seconds.
DescriDtionGUARANTEED
MESSAGE TIMER. This timerdetermines how long a call rings before being
answered by Guaranteed Message RAN when
the Guaranteed Message RAN feature is addedto an ACD Group.
Default: By default, the Guaranteed Message
Timer is set for 5 sec. and is variable from 000to 300 seconds.
2.Enter the three-digit value on the dial padwhich corresponds to 000-300 seconds.
3.Press the HOLD button to save the entry.Confirmation tone is heard and the dis-
play will now update.
Issue 1, February 1994
745-9 
						

							AUTOMATIC CALL DISTRIBUTION (ACD)infiniteTM DVX I’Digital Key TelephoneSystem
AUTOMATIC CALL DISTRIBUTION (Cont’d)
745.3ACD RAN ANNOUNCEMENT TA-
BLES
Programming StepsIf Recorded Announcement devices are in-
stalled to operate with ACD, these tables mustbe programmed:
a. Press FLASH and dial 
[62]. The following
message is shown on the display phone:
b.The top left button in the flexible button
field will be lit for programming ACD RAN
Announcement Table 1. To change to ACD
RAN Announcement Table 2, press flexiblebutton 
#2. Repeat above for Tables 3
through 8.
c. Enter a string of six, or seven digits on thedial pad. The order of data entry will be:
T&pe Number:
- [l] = CO Port interface
- [2] = SLT Port interface
Index (port) Number:
- [Ol -481 = CO Line Port
- [ lOO-1951 = SLT Station Port
Message Time:
- 000-300 seconds
d. Press the HOLD button to save the entry.
Confirmation tone is heard and the displaywill now update.
When a 
COport k designated as a RANport,a relay and/or sensor should be
programmed asa RAN start for
Announcement 
Table 1 through S.
To clear entries in a Table:a. Press the pound key once 
[#] followed by
the HOLD button,
DescriptionDetermines the type, index (port) number and
message length for the eight available RecordedAnnouncements (RAN). 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 definedas shown below when entering the ACD RAN
Announcement Tables programming area:
mmy%iqm
Fi Ei iI II
The type 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 length of the message to the device that
is used.Example:
To program a table for CO line port:
a. Press the TABLE X flexible button (Buttons
1-8).b. Dial 
[l] for CO port interface.
c. Dial 
[Ol to 481 for CO line used.
d. Enter message duration (000-300 sec.)Example:
To program a table for an SLT port:
a. Press the TABLE X flexible button (Buttonsl-8).
b. Dial [2] for SLT port interface.c. Dial 
[ 100 to 1951 for SLT station used.
d. Enter Message duration (000-300 sec.)Related Programming: Refer to Sec. 745.1,
ACD Group Programming; 745.2, ACD Timers;
Also refer to Sec. 500.9, Installing Recorded
Announcement Device (RAN).745-10
Issue 1, February 1994 
						

							infxnitem DVX I’Digital Key Telephone SystemAUTOMATIC CALL DISTRIBUTION 
(ACD)AUTOMATIC CALL DISTRIBUTION (Cont’d)
745.4
PC/ACD INTERF-ACE TRACE
Programming Steps
To enable 
PC/ACD Interface Trace options:
1.Press FLASH and dial [63]. The following
message will be shown on the display
phone:
Where:
- X= Port for PC/ACD Interface Trace
- YYYY= Baud Rate of desired port.
A Event Trace Enable/Disable
Programming Steps
1.Press the PC/ACD EVENT TRACE flexible
button (Button 
# 1). It will toggle on and off
with each depression.l LED on = Event trace is enabled
l LED off = Event trace is disabled
2.Press the HOLD button to save the entry.Confirmation tone is heard and the dis-
play will now update.
DescriptionThe feature is available with optional soft-
ware. The PC/ACD Interface Trace feature pro-
vides an event trace output which is compatible
with the 
injinite PC/ACD Reporting package
The buttons on the digital terminal are definedas shown below when entering the PC/ACD
Event Trace feature programming area:
~Jyy-Jy-y--J
.
Description
The PC/ACD Interface Trace provides a series
of events trace output which is compatible with
the 
infinite PC/ACD Reporting package.Default: By default, the PC/ACD Event Trace
is disabled.Issue 1, February 1994
745- 11 
						

							in.nitem DVX I’
AUTOMAT cfim DISTRIBUTION (ACD)Digital Key Telephone System
AUTOMATIC CALL DISTRIBUTION (Cont’d)
PC/ACD INTERFACE TRACE (Cont’d)B. Trace Port Assignment
Programming Steps1. Press the 
PC/ACD PRINT PORT 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 (CPU “On-Board” RS-232C)
(Future use)
- [2] = Port #2 (“On-Board” Modem)
- [3] = Port #3 (Backplane RS-232C)
- [4] = Port #4 (Backplane RS-232C)
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 dis-
play will now update.
C. Baud Rate Display
Progranmring 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.
The following message will be shown on thedisplay phone:
DescriptionPort 
#l refers to the standard RS-232C “On-
Board” connector on the Central Processor Unit
(CPU). (Future use)Port 
#2 refers to the “On-Board” 1200 Baud
modem provided with the system.
Port #3 refers to the RS-232C connector on theBackplane I/O Expander Module.
Port #4 refers to the RS-232C connector on thesame Backplane I/O Expander Module.
Default: By default, Port 
#Pl is used for Basic
ACD SMDR purposes.
DescriDtion
The 
infinite Digital Key Telephone Systems can
provide 
PC/ACD Reporting output to the stand-ard RS-232C “On-Board” connector (future) on
the Central Processor Unit (CPU) or to the op-
tional Backplane I/O Expander Module con-
nector(s). The Baud Rate will be displayed as
either 300 baud, 1200 baud, 2400 baud, 4800
baud, or 9600 baud.
Related Programming: Refer to Sec. 710.8,
Baud Rate Assignments.
745-12
Issue 1, February 1994 
						

							infznitem DVX I’
Digiitd Key Telephone SystemAUTOMATIC CALL DISTRIBUTION (ACD)
AUTOMATIC CALL DISTRIBUTION (Cont’d)
745.5ACD GROUP PROGRAMMING
Programming StepsIf the system is in the programming mode,
continue using the program codes. If starting toprogram here, enter the programming mode.
Refer to Sec. 700.2, Program Mode Entry (Key
Station).
If ACD Groups are to be assigned:
1.Press FLASH and dial [64]. The following
message is shown on the display phone:
Where:
- 5XX = ACD Group Number (558-565)
- A = Page A Parameters
-AAA = Alternate ACD Group Assignment
- BBB = ACD Overflow Assignment
- CCC = ACD Announcement Tables
- DDD = ACD Supervisor Programming
2. The top left button in the flexible button
field will be lit for programming ACD group9 (558). To change ACD groups or enter
furtherACDgroups (558 to 565), press theappropriate flexible button and perform
the following procedures.Description
This feature is available with optional soft-ware. There can be 16 ACD groups of no more
than 16 stations each. The ACD groups use a
pilot hunting technique. If the pilot number is
dialed, the assigned stations in that ACD group
are searched for the station which has been in
an idle condition for the longest period of time.Each ACD Group may have an assigned Alter-
nate ACD Group, an Overflow station and up to
16 stations as ACD members. The eight system
RAN ports (tables) may also be referenced on aper ACD group basis.
,
The buttons on the digital terminal are definedas shown below when entering the ACD
Group(s) programming area:Default: By default, ACD Group Tables are
empty.Related Programming: Refer to Sec. 745.2,
ACD Timers for setting the ACD Ring Timer,
ACD Message Interval Timer, ACD Overflow
Timer, ACD No-Answer Recall Timer, ACD No-
Answer Retry Timer, and Guaranteed MessageTimer; Also refer to Sec. 745.3, ACD RAN
Announcement Tables for assigning RAN device
ports and message times.Issue 1, February 1994
745-13 
						

							AUTOMATIC CALL DISTRIBUTION (ACD)
infiniteTM DVK I’Digital Key Telephone System
AUTOMATIC CALL DISTRIBUTION (Cont’d)
A.Alternate ACD Group Assignment
Programming StepsTo program an alternate group:
1.Press the ALTERNATE ACD GROUP flex-
ible button (Button 
#9).
2.Enter the three-digit pilot number (558 to
565) of the desired alternate ACD group.
3.Press the HOLD button to save the entry.Confirmation tone is heard and the dis-
play will now update.
DescriptionALTERNATE ACD GROUP. An alternate ACD
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 ACD groups
together.To delete an Alternate ACD Group, press the
pound key three times 
[###I and press the
HOLD button.
B.ACD Overflow Station Assignment
Programming StepsTo program ACD Overflow station:
1. Press the OVERFLOW ASSIGN flexible
button (Button 
# 10).
2.Enter the three-digit station number (100
to 195) to designate the ACD Groups over-
flow station.
3.Press the HOLD button to save the entry.Confirmation tone is heard and the dis-
play will now update.
DescriptionACD OVERFLOW ASSIGN. When an overflow
station is assigned, callers that have remained
in queue for a specified amount of time will berouted to the assigned overflow station. The
overflow station may not be one of the ACD
group stations. Only CO calls transferred to a
ACD 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.745-14
Issue 1, February 1994 
						

							inf$zite~ DVX In
Digital Key Telephone SystemAUTOMATIC CALL DISTRIBUTION (ACD)AUTOMATIC CALL DISTRIBUTION (Cont’d)
C. ACD Recorded Announcement
Assignment(s) (RAN)
Pro@xmming Steps
To program a Recorded Announcement:
1.Press the ANNOUNCEMENTTBLS flexible
button (Button 
# 11.
2.Enter a three-digit sequence:
- 1st Digit = Guaranteed Message
- 2nd Digit = RAN port specified for pri-
mary message.
-3rd Digit = RAN port specified for secon-
dary message.3. Press the pound 
[#I key once as the 1st
digit if no Guaranteed Message is desired.Example:
l
an entry of #,2,3 = No Guaranteed Mes-
sage will be heard. Port 2 will provide aprimary message, Port 3 will provide a
secondary message.l anentryof 
1,2,3=Port lwillprovidethe
Guaranteed Message upon initially an-swering the call, Port 2 will provide a
primary message, Port 3 will provide a
secondary message.l 
anentryof8,1,2=Port8willprovidethe
Guaranteed Message upon initially an-swering the call, Port 1 
will provide a
primary message, Port 2 will provide a
secondary message.
4.Press the HOLD button to save the entry.Confirmation tone is heard and the dis-
play will now update.
To erase Recorded Announcement(s), press thepound key three times 
[##I and press HOLD.
DescriptionACD ANNOUNCEMENT TABLES. An optional
Recorded Announcement device(s) may be con-nected to the system to provide an an-
nouncement if all stations in a ACD group arebusy. 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 androuted to the Overflow assignment if a RAN
Table is assigned.
The Guaranteed Message announcement pro-vides a means to force 
imcoming callers to an
announcement before being placed into an ACD
Queue or routed to an agent. The outside callersare presented with a message before being
routed to the ACD Group. Agents in an ACD
Group with a Guaranteed Message enabled willreceive incoming callers only after the caller
has heard the designated recorded an-
nouncement in its entirety, or after the incom-ing caller has dialed up to 14 digits followed by
a pound 
(#). These digits will be inserted as
ICLID incoming number identification.If the Guaranteed Message announcement is
programmed in Admin, incoming ACD calls willbe routed to the Guaranteed Message RAN be-
fore going to the ACD Group.
Related Programming: Refer to Sec. 745.3,
ACD RAN Announcement Tables programming
for further information regarding each RAN Ta-ble. Also refer to Sec. 710.15, Local
Number/Name Translation Table.Issue 1, February 1994745-15 
						

							in$initem DVX I’
AUTOMA-TI~ CALL DISTRIBUTION (ACD)
Digital Key Telephone System
AUTOMATIC CALL DISTRIBUTION (Cont’d)
D. ACD Supervisor Programming
Programming Steps
DescriptionTo program an ACD Supervisor:
1.Press the ACD SUPV flexible button (But-
ton # 12.2. Enter the three-digit station number of
the desired ACD Supervisor station.
3.Press the HOLD button to save the entry.Confirmation tone is heard and the dis-
play will now update.ACD SUPERVISOR. The ACD Supervisor Sta-
tion assignment feature provides a means to
assign each ACD group a supervisor. This Su-
pervisor Station can receive the calls in queue
display in real time, receives No Answer/Out of
Service conditions,“HELP” displays from the
groups that the supervisor is assigned to and
can barge-in on active calls in his ACD Group
or groups.
A supervisor can be assigned in 
ADMIN to a
group or groups to receive the help request andout of service 
(00s) messages. If a supervisor
station is assigned in 
ADMIN, it is considered
logged in. In addition, a supervisor can dial a
supervisor 
login code followed by the ACD
group that the supervisor is logging into and hisfour-digit ID number. For maximum compati-
bility with the infinite PC-ACD Reporting pack-age, the supervisor assignment should be left
blank and the supervisor 
login-logout feature
used.745-16
Issue 1, February 1994