Vodavi Starplus Hybrid Key Telephone System Installation Manual

							STARPLUS” Digiil Systems 
TF NO: 43 
AUTOMATIC CALL DISTRIBUTION (Cont’d) 
2. The top left button in the flexible button field will be lit for programming ACD group 1 (550). To change ACD 
groups or enter additional ACD groups (550 to 557) press the appropriate flexible button and perform the 
following procedures for ACD Recorded Announcement Assignments (RAN) and Guaranteed Message Timer. 
Defautt By default, ACD Group Tables are empty. 
Related Programming: Refer to Techfact Notice #31, dated 5/26/93 for programming the ACD Ring Timer, ACD 
Message Interval Timer, ACD Overflow Timer, ACD No-Answer Recall Timer, ACD No-Answer Retry Timer; Also 
refer to the same Techfact Notice for assigning RAN device ports and message times. 
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Vcdavi Communkations Systems 8300 E. Raintree Drive Scottsdale, AZ 85260 (602) 443-woe  
						

							STARPLUS@ Digiil Systems 
TF NO: 43 
AUTOMATIC CALL DISTRIBUTION (Cont’d) 
A ACD Recorded Announcement &sQnment(s) (RAN) 
Desaiption: 
Optional Recorded Announcement device(s) may be connected to the system to provide an announcement if all 
stations in an ACD group are busy; Up to eight ports in the system may be assigned to provide a path to Recorded 
Announcement devices. 
incoming 
CO Callers will only be answered and rOUt8d to the Overflow assignment if a RAN Table is assigned. 
The Guaranteed Message announcement provides a means to force incoming callers to an announcement befOr 
being placed into an ACD Queue or routed to an agent. The outside callers are presented with a message before 
being routed to the ACD Group. Agents in an ACD Group with 
a Guaranteed Message enabled will receive 
incoming callers only after the caller has heard the designated recorded announcement in its entirety, or after the 
incoming caller dials up to 14 digits followed by 
a [#] pound. These dialed digits can be inserted as ICLID incoming 
number identification. 
If th8 Guaranteed Message announcement is programmed in Admin, incoming ACD calls will be routed to the 
Guaranteed Message RAN before going to the ACD Group. If the ICLID option is Selected, digits received before 
the announcement time-out will be captured and inserted as incoming ICLID number information. When the ICLID 
option is selected, a [#] will be recognized as a termination of the announcement and a [*] will be recognized as 
an entry error. An entry error will cause the ICLID number to b8 removed and the incoming caller can re-enter his 
phOn8 number. 
Programming: 
To program a Recorded Announcement: 
1. Press the ANNOUNCEMENT TBLS flexible button (Button #ll). 
2. Enter a three-digit sequence: 
- 1st Digit = Guaranteed Message. (forces incoming calls to an announcement before being placed in an ACD 
Group or routing to an agent) 
- 2nd Digit = RAN port specified for primary message. 
- 3rd Digit =RAN port specified for secondary message. 
3. If no guaranteed message is desired, press the pound (#) key once as the 1st digit. 
EXampl8: 
l 
an entry of #,2,3 = No Guaranteed Message will be heard. Port 2 will provide a primary message and Port 
3 will provide 
a secondary message. 
l an entry of 1,2,3 = Port 1 will provide the Guaranteed Message upon initially answering the call. Port 2 Will 
Vodavi Communications Systems 
Page 37 of 56 TF NO. 43 
8300 E. Raintree Drive Scottsdale, AZ 85260 t3M 443-6m  
						

							STARPLUS” Digiil SystemS TF NO: 43 
provide a primary message and Port 3 will provide a secondary message. 
l an entry of 8,1,2 = Port 8 will provide the Guaranteed Message upon initially answering the call. Port 1 will 
provide a primary message and Port 2 will provide a secondary message. 
4. Press the HOLD button to save the entry. Confirmation tone is heard and the display will now update. 
To erase Recorded Announcement(s), press the pound key three times [###I and press HOLD. 
COfldii 
l A Guaranteed Message may be specified for each ACD Group. 
l When a caller is routed to a recorded announcement that is programmed as a Guaranteed Message, the caller 
will not be pulled from the message if an agent becomes available. The caller will be allowed to listen to the 
announcement in its entirety. 
l The RAN timers will control the length of the announcement. 
l A Guaranteed Message timer is used to specify the delay time before the guaranteed message RAN will 
answer the incoming call. This timer is defaulted to 5 seconds. 
. Enabling ICLID will permit incoming callers to enter digits during the Guaranteed Message RAN announcement. 
If a caller enters digits, the ICLID information received will be replaced with the caller inserted information. 
. 
If a caller enters digits while in the Guaranteed Message announcement, an interdigit time-out is set. This 
interdigit time-out defaults to 10 seconds. An entry of a [#] or an interdigit time-out will terminate the Guaranteed 
Message announcement and route the call. 
. Incoming ACD calls without ICLID enabled will route to the Guaranteed Message first. From there, they will be 
routed to the ACD Group that the call rang into. If the group is busy, the call will be routed per normal routing 
procedures. 
l Incoming ACD calls with ICLID enabled are checked against the ICLID route first and routed per the ICLID 
number. If a number is not found in the ICLID route table, the call will be sent to the Guaranteed Message first. 
If ICLID digits are entered while in the Guaranteed Message, those digits will be compared with the ICLID route 
tables. If the digits entered are found, the call will be routed per the ICLID route table. If no match is found, the 
call will be routed per the normal ACD routing procedures. 
l Calls will only be routed to the Guaranteed Message one time. 
l Transferred calls will not be routed to a Guaranteed Message. 
Related Programming: Refer to Guaranteed Message timer, Flash 61, Button #7. Refer to Techfact Notice #31, 
dated 5/26/93 for further information regarding each RAN Table. 
Page 38 of 56 
Scottsdale, A2 85260 
TF NO. 43 
(602) 443-6ooa 
Vodati Communications Systems MOO E. Raintree Drive  
						

							STARPLUS@ Di@tal Systems 
TF NO: 43 
AUTOMATIC CALL DISTRIBUTION (CcWd) 
B. ACD Station Ass@menl(s) 
Description: 
Any type of station (excluding DSWDLS Consoles) may be entered as valid ACD stations. Calls will be routed to 
stations 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 station is busy. 
The buttons on the digital terminal are defined as shown below when entering the ACD Station Assignments 
programming area: 
Any time .a display of the 2nd group of ACD Station assignments (default or changed) is needed, press the 
DISPLAY STATIONS button (Button #17). It will display the 2nd group of station assignments up to eight stations 
at a time. Button #19 will always shown the 1st eight stations programmed in the ACD Group. Button #17 will 
always display the 2nd group of eight stations programmed in the same group. 
To erase all stations, press the pound key three times [###I and press HOLD. 
NOTE: If an AC0 member is assigned to a specific ACD group and uses the login-logout codes to enter and exit 
an ACD group other fhan his own assigned group, the database programming for ACD sfations will be automatically 
changed to reflect the different group. 
Page 39 of 56 
Vodavi t%mmunications Systems 8300 E. Raintree Drive Scottsdale, AZ &260 
TFN0.43 
(602) 4436030  
						

							STARPLUS’ Digital Systems 
TF NO: 43 
AUTOMATIC CALL DISTRIBUTION (Cont’d) 
ACD Station Assigrmnt(s) (Cont’d) 
ProgrammIng: 
To 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: 
- XX= ACD Group Number (550-557) 
- B= Page “B” parameters 
- ###= ACD Station assignments 
2. The top left button in the flexible button field will be lit for programming ACD group 1 (550). To change ACD 
groups or enter further ACD 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 ACD group in the order in which they will be check- 
ed. The order is only relevant for the first call. After that, the rule is oldest idle. A maximum of 16 stations may 
be entered. 
4. Press the HOLD button to save the entry. Confirmation tone is heard and the display 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 button (Page B, Button #17). The 2nd group of station assignments will 
be displayed. If no additional stations are assigned, beyond the 1st eight station, the display will show pound 
signs (#) instead of station assignments. Press the Page “B” flexible button (Button #19) again to return and 
view the 1st group of group of eight stations in the same ACD group. 
Page4Oof56 TF NO. 43 
Vodavi G3mmunications Systems 8300 E. Raintree Drive SaAbdale, AZ 85260 (602) 443-6ooo  
						

							STARPLUS~ Digital Systems 
AUTOMATIC CALL DISTRIBUTION (Cont’d) 
ACD TIMERS 
Desuiption: TF NO: 43 
Seven timers for ACD operation are programmable on a system-wide basis. The ACD timers include: A Ring Timer, 
Message Interval Timer, an Overflow Timer, an Auto Wrap-Up Timer, a No/Answer Recall Timer, a No/Answer Retry 
Timer, and a Guaranteed Message Timer. 
The buttons on the digital terminal are defined as shown below when entering the ACD Timers programming area. 
Programming: 
If ACD timers are to be changed: 
1, Press FLASH and dial [61]. The following message is shown on the display phone: 
A Guaranteed Message Timer 
Description: 
This timer determines how long a call rings before being answered by Guaranteed Message RAN when the 
Guaranteed Message RAN feature ‘is added to an ACD Group. 
programming: 
To 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. 
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Vcdavi Communications Systems 8300 E. Raintrw Drive Scottsdale, AZ 85260 (602) 443-sooO  
						

							STARPLUS” Digiil Systems TF NO: 43 
2. Enter the three-digit 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 display will now update. 
Default By default, the Guaranteed Message Timer is set for 5 sec. and is variable from 000 to 300 s6conds. 
Page 42 of 56 TF NO. 43 
Vcdavi Communications Systems 8300 E. Raintree Drive 
Scottsdale, AZ 85260 (602) 443-6ooo  
						

							STARPLUS” Digital Systems TF NO: 43 
AUTOMATIC CALL DISTRIBUTION (Cont’d) 
C. ACD Group Expansion - Groups 556-565 
Description: 
This feature is available with optional software. There can be 16 ACD groups of no more than 16 stations each (up 
to the system station maximum). 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 Alternate ACD Group, an Overflow station and up to 16 stations as ACD 
members. The eight system RAN ports (tables) may also be referenced on a per ACD group basis. 
The buttons on the digital terminal are defined as shown below when entering the ACD Group(s) programming area: 
Programming: 
1. Press FLASH and dial [84]. The following message is shown on the display phone: 
Where: 
- xX= ACD Group Number (5584585) 
- A= Page A Parameters 
- AAA= Alternate ACD Group Assignment 
- BBB= ACD Overflow Assignment 
- CCC= ACD Announcement Tables 
- DDD= ACD Supervisor Programming 
Page43of56 TF NO. 43 
Vodavi Communications Systems 83W E. Raintree Drive 
Scottsdale, AZ 85260 (602) 443-woe  
						

							STARPLUS’ Digiil Systems 
TF NO: 43 
AUTOMATIC CALL DISTRIBUTION (Cont’d) 
2. The top left button in the flexible button field will be lit for programming ACD group 9 (558). To change ACD 
groups or enter additional ACD groups (558 to 565), press the appropriate flexible button and perform the 
following procedures for ACD Recorded Announcement Assignments (RAN) and Guaranteed Message Timer. 
Defauk By default, ACD Group Tables are empty. 
Related Programming: Refer to Techfact Notice #31, dated 5/26/93 for programming the ACD Ring Timer, ACD 
Message Interval Timer, ACD Overflow Timer, ACD No-Answer Recall Timer, ACD No-Answer Retry Timer; Also 
refer to the same Techfact Notice for assigning RAN device ports and message times. 
Vodavi Communicafions Systems 
Page44of56 TF NO. 43 
8300 E. Raintree Drive Scottsdale, AZ 85260 (602) 443-6ooo  
						

							STARPLUS@ Digiil Systems TF NO: 43 
AUTOMATIC CALL DISTRIBUTION (Ctid) 
B. ACD Station Ass@nment(s) 
Description: 
Any type of station (excluding DSS/DLS Consoles) may be entered as valid ACD stations. Calls will be routed to 
stations 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 station is busy. 
The buttons on the digital terminal are defined as shown below when entering the ACD Station Assignments 
programming area: 
I 
Any time a display of the 2nd group of ACD Station assignments (default or changed) is needed, press the 
DISPLAY STATIONS button (Button #17). It will display the 2nd group of station assignments up to eight stations 
at a time. Button #I 9 will always shown the 1st eight stations programmed in the ACD Group. Button #17 will 
always display the 2nd group of eight stations programmed in the same group. 
To erase all stations, press the pound key three times [###I and press HOLD. 
NOTE: If an ACD member is assigned to a specific ACD group and uses the login-logout codes to enter and exit 
an ACD group other than his own assigned group, the database programming for ACD stations will be automatically 
changed to reflect the different group. 
Vodavi Communications Systems 
Page 45 of 56 TF NO. 43 
8300 E. Aaintree Drive Scottsdale, AZ 65260 wa 442-6w