Vodavi Infinite Dvx Iii Hybrid Key Telephone System Installation Manual

							infinite” DVX I’Digital Key Telephone System
AUTOMATIC CALL DISTRIBUTION (ACD)
AUTOMATIC CALL DISTRIBUTION (Cont’d)
E. ACD Station Assignment(s)
Programming StepsTo program stations into a ACD group:
1.Press the Page “B” flexible button (Button
# 19). The following message is shown on
the display phone.
Where:
2.
3.
4.
- 5XX = ACD Group Number (558-565)
- B = Page “B” parameters
- ### = ACD Station assignments
The top left button in the flexible button
field will be lit for programming ACD group9 (558).
To change ACD groups or enter further
ACD groups (558 to 
565), press the appro-
priate flexible button and perform the fol-
lowing procedures.Enter the three-digit station numbers of
the stations in the ACD group in the orderin which they will be checked. The order
is only relevant for the first call. After that,the rule is oldest idle. A maximum of 16
stations may be entered. No station en-
tries are displayed at this time.
Press the HOLD button to save the entry.Confirmation tone is heard and the dis-
play will now update.
If ACD Station assignments in the 2nd Group
of eight (Stations 9 thru 16) are to be viewed:
1,Press the DISPLAY STATIONS flexible but-ton (Page B, Button 
# 17). The 2nd group
of station assignments will be displayed.
If no additional stations are assigned, be-
yond the 1st eight stations, the displaywillshow pound signs 
(#) instead of station
assignments. Press the Page 
“B” flexible
button (Button 
#19) again to return and
view the 1st group of eight stations in the
same group.DescriptionACD STATION ASSIGNMENTS. Any type of
station (excluding DSS/DLS Consoles) may beentered as valid ACD stations. Calls will be
routed to station in the order they are enteredfor 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 thatstation is rung; no distribution will be done if
that station is busy.
The buttons on the digital terminal are defined
as shown below when 
en?ering the ACD Station
Assignments programming area:
Kl II iI r$iyy
j;*“:j:;““:I
FiFxJMm
To erase all stations, press the pound key threetimes 
[###I and press HOLD.
DISPLAY STATIONS. Any time a display of the
2nd group of ACD Station assignments (default
or changed) is needed, press the DISPLAY STA-TIONS button (Button # 17). It will display the
2nd group of station assignments, up to eight
stations at a time. Button # 19 will always show
the 1st eight stations programmed in the ACD
Group. Button # 17 will always display the 2nd
group of eight stations programmed in the sameACD Group.
Issue 1, February 1994
745-17 
						

							inf3xite” DVX In
Digital Key Telephone SystemTABLE OF CONTENTS FOR SECTION 750
SECTION 750
750.1
750.2
750.3UNIFORM CALL DISTRIBUTION (UCD)
.......................................750-l
UCD GROUP PROGRAMMING...............................................................750- 1
A. Alternate UCD Group Assignment..............................................750-2
B.UCD Overflow Station Assignment.............................................750-2
C.UCD Recorded Announcement Assignment(s) (RAN)...................750-3
D.UCD Station Assignment(s)........................................................750-4
UCD TIMERS........................................................................................750-5
A. UCD Ring 
Timer.........................................................................750-5
B.UCD Message Interval Timer,.....................................................750-6
C. UCD Overflow Timer..................................................................750-6
D. UCD Auto Wrap-Up Timer..........................................................750-7
E.UCD No-Answer Recall Timer....................................................750-7
F.UCD No-Answer Retry Timer......................................................750-S
UCD RAN ANNOUNCEMENT TABLES....................................................750-9
Issue 1, February 1994750-i 
						

							infxnitem DVX I’Digital Key Telephone SystemUNIFORM CALL DISTRIBUTION (UCD)
SECTION 750
UNIFORM CALL DISTRIBUTION (UCD)
750.1UCD GROUP PROG-G
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 UCD Groups are to be assigned:
1.press FLASH and dial [60]. The following
message is shown on the display phone:
Where:
- 5XX = UCD Group Number (550-557)
-AAA = Alternate UCD Group Assignment
- BBB = UCD Overflow Assignment
- CC = UCD Announcement Tables
2. The top left button in the flexible button
field will be lit for programming UCD
group 1 (550). To change UCD groups or
enter further UCD groups (550 to 
557),press the appropriate flexible button and
perform the following procedures.Description
There can be eight UCD groups of no more than
eight stations each. The UCD groups use a pilot
hunting technique. If the pilot number is 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 Alter-
nate UCD Group, an Overflow station and up
to eight stations as UCD members. The two
system RAN ports (tables) may also be refer-
enced on a per UCD group basis.
The buttons on the digital terminal are definedas shown below when entering the UCD
Group(s) programming area:Default: By default, UCD Group Tables are
empty.Related Programming: Refer to Sec. 750.2,
UCD Timers for setting the UCD Ring Timer,
UCD Message Interval Timer, UCD Overflow
Timer, UCD Answer Recall Timer, and UCD
No-Answer Retry Timer; Also refer to Sec.
750.3, UCD RAN Announcement Tables for as-
signing RAN device ports and message times.Issue 1, February 1994
750-l 
						

							UNIFORM CALL DISTRIBUTION (UCD)
in.nitem DVX I’Digital Key Telephone System
UNIJ?ORM CALL DISTRIBUTION (Cont’d)
A.Alternate UCD Group Assignment
Programming Steps
To program an alternate group:1. Press the ALTERNATE UCD GP flexible
button (Button 
#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 dis-
play will now update.
/  
UCD5XX A ALT @VI3 /illNB.UCD 
Overflow Station Assignment
Programming StepsTo program UCD Overflow station:
1. Press the OVERFLOW ASSIGN flexible
button (Button 
# 10).
2.Enter the three-digit station number (100
to 195) to designate the UCD Groups over-
flow station.
3.Press the HOLD button to save the entry.Confirmation tone is heard and the dis-
play will now update.
-,.,*,,,,
DescriptionALTERNATE 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
together.To delete an Alternate UCD Group, press the
pound key three times 
[###I and press the
HOLD button.
DescriptionUCD 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 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.750-2
Issue 1, February 1994 
						

							infznitem DVX I’Digital Key Telephone System
UNIFORM CALL DISTRIBUTION (UCD)
UNIFORM CALL DISTRIBUTION (Cont’d)
C. UCD Recorded Announcement
Assignment(s) (RAN)
Programming Steps
To program a Recorded Announcement:
1.Press the ANNOUNCEMENTTBLS flexiblebutton (Button 
# 11).
2.Enter a two-digit sequence:
- 1st Digit = RAN port specified for pri-
mary message.
-2nd Digit = RAN port specified for secon-
dary message.Example:
0 an entry of 1,2 = Port 1 will answer the
call, Port 2 will provide a secondary
message.l an entry of 
31 = Port 8 will answer the
call, Port 1 will provide a secondary
message.
3.Press the HOLD button to save the entry.Confirmation tone is heard and the dis-
play will now update.
DescriptionUCD ANNOUNCEMENT TABLES. An optional
Recorded Announcement device may be con-
nected to the system to provide an an-
nouncement if all stations in a UCD 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.
To erase Recorded Announcement(s), press thepound key two times 
[##f and press HOLD.
Related Programming: Refer to Sec. 750.3,
UCD RAN Announcement Tables programming
for further information regarding each RAN Ta-
ble.Issue 1, February 1994
750-3 
						

							@initem DVX I’UNIFORM CALL DISTRIBUTION 
(UCD)Digital Key Telephone System
UNIFORM CALL DISTRIBUTION (Cont’d)
D. UCD Station Assignment(s)
Programming StepsTo program stations into a UCD group:
1.Press the Page “B” flexible button (Button
# 19). The following message is shown on
the display phone.
Where:
- 5XX = UCD Group Number (550-557)
- B = Page “B” parameters
- ### = UCD Station assignments
2. The top left button in the flexible button
field will be lit for programming UCD
group 1 (550). To change UCD groups or
enter further UCD groups (550 to 
557),press the appropriate flexible button and
perform the following procedures.
3. Enter the three-digit station numbers of
the stations in the UCD group in the orderin which they will be checked. The order
is only relevant for the first call. After that,
the rule is oldest idle. A maximum of eight
stations may be entered.
4.Press the HOLD button to save the entry.Confirmation tone is heard and the dis-
play will now update.
DescriptionUCD STATION ASSIGNMENTS. Any type of
station (excluding 
DSS/DLS Consoles) may be
entered as valid UCD stations. 
Calls will be
routed to station in the order they are enteredfor the first round of 
caIls 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 thatstation is rung; no distribution 
wlII be done if
that station is busy.
The buttons on the digital terminal are defined
as shown below when 
ente&g the UCD Station
To erase all stations, press the pound key threetimes 
[###I and press HOLD.
750-4
Issue 1, February 1994 
						

							infbitem DVX I’
Digital Key Telephone System
UNIFORM CALL DISTRIJXJTION (UCD)
UNIFORM CALL DISTRIBUTION 
(Co&d)750.2UCD TIMERS
Pro@amming Steps
If UCD timers are to be changed:a. 
Press FLASH and dial (6 11. The following
message is shown on the display phone:A. UCD Ring Timer
Programming Steps
To make a change to the UCD Ring Timer:1. Press the RING TIMER flexible button
(Button 
#l). The following message is
shown on the display phone:
-/2. Enter the three-digit timer value on the
dial pad which 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.
Description
Six timers for UCD operation are programmableon a system-wide basis. The UCD timers in-
clude: A RingTimer, Message IntervalTimer, anOverflow Timer, a Auto Wrap-Up Timer, a
No/Answer Recall Timer, and a No/Answer Re-
try Timer. Each timer is described below:Related Programming: Refer to Sec. 750.1,
UCD Group Programming: and UCD Recorded
Announcement Assignment(s); Also refer to
Sec. 500.3, System Components, Voice ControlBoard 
(VCB) for Background Music/Music-On-Hold Connections, and Installing Recorded
Announcement Device (RAN).
The buttons on the digital terminal are defined
as shown below when entering the UCD Timers
programming area.
I,,F,/1
/r$yiy-l/1m
Description
UCD RING TIMER. The UCD Ring Timer deter-
mines how long a call will ring into a busy UCDgroup before being presented to the first re-
corded announcement.
Default: By default, the UCD Ring Timer is set
for 60 seconds, and is variable from 000 to 300
seconds.Issue 1, February 1994
750-5 
						

							UNIFORM CALL DISTRIBUTION (UCD)
in.finitem DVX I’Digital Key Telephone System
UNIFORM CALL DISTRIBUTION (Cont’d)
UCD TIMERS (Cont’d)
B.
UCD Message Interval Timer
Programming Steps
To make a change to the UCD Message Interval
Timer:
1.Press the MIT TIMER 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
seconds.
3.Press the HOLD button to save the entry.Confirmation tone is heard and the dis-
play will now update.
The UCD Ring and Message Interval Timers
incoming callers will continue to receive
C. UCD Overflow Timer
Programming Steps
To make a change to the UCD Overflow Timer:
1.Press the OVERFLOW TIMER flexible but-
ton (Button #3). The following message iseshown on the display phone:
/OYERFLOWOIO
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.
DescriptionUCD MIT TIMER. The UCD 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 UCD Message Interval
Timer is set for 60 seconds and is variable from000 to 600 seconds.
DescriptionUCD OVERFLOW TIMER. The UCD Overflow
Timer determines the total length of time a
caller will remain in queue for a particular UCDgroup. 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 UCD Overflow Timer isset for 60 seconds and is variable from 000 to
600 seconds.
‘750-6Issue 1, February 1994 
						

							inJinitem DVX I’Digital Key Telephone System
TJNIFORM CALL DISTRIBUTION (UCD)UNIFORM CALL DISTRIBUTION (Cont’d)
UCD TIMERS (Cont’d)
D.UCD Auto Wrap-Up Timer
Programming StepsTo make a change to the UCD 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.UCD No-Answer Recali Timer
Programming Steps
To make a change to the UCD No-Answer Recall
Timer:1. Press the NO-ANSWER RECALL TIMER
flexible button (Button 
#5). The following
message is shown on the display phone:DescriptionUCD AUTO-WRAP TIMER. After completion of
a UCD call (on-hook) the agent will not be
subjected to another UCD call for the durationof 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 UCD Auto Wrap-up
Timer is set for 04 seconds and is variable from000 to 999 seconds.
’
DescriptionUCD NO-ANSWER RECALL TIMER. If a call
routed to a station via ACD is not answered bythe 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 UCD No-Answer Timer
is set at 000 (disabled) 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.Con&nation tone is heard and the dis-
play will now update.
Issue 1, February 1994
750-7 
						

							UNIFORM CALL DISTRIBUTION (UCD)infinitem DVX I’Digital Key Telephone System
UNIFORM CALL DISTRIBUTION (Cont’d)
UCD TIMERS (Cont’d)
F.UCD No-Answer Retry Timer
Programming Steps
To make a change to the UCD No-Answer Retry
Timer:1. Press the NO-ANSWER RETRY TIMER
flexible button (Button 
#6). The following
message is shown on the display phone:
y1
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.
DescriptionUCD 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 UCD No-Answer Retry
Timer is set for 300 seconds and is variable from000 to 999 seconds.
750-S
Issue 1, February 1994