Vodavi Starplus Spd 4896 Hybrid Key Telephone System Installation Manual

							STARPLUS @I SPD 4896
Digital Key Telephone SystemTABLE OF CONTENTS FOR SECTION 
545
SECTION 645
645.1645.2
645.3
645.4
645.5
AUTOMATIC CALL DISTRIBUTION (ACD)...........................................645-l
ACDGROUPPROGRAMMING..
...................................................................645-l
A.AlternateACDGroupAssignment.................................................645-2
8.ACDOverflowStationAssignment................................................645-2
C.ACD Recorded Announcement Assignment(s) (RAN)..................645-3
D.ACDSupervisor Programming......................................................645-4
E.ACDStationAssignment(s)...........................................................645-5
ACDTIMERS
...................................................................-...............................645-6
A.ACDRingTimer.............................................................................645-6
B.ACDMessageintervalTimer.........................................................645-7
C.ACDOverflow Timer......................................................................645-7
D.ACDAuto Wrap-Up Timer.............................................................645-8
E.ACDNo-Answer RecallTimer.......................................................645-8
c1.ACDNo-Answer Retry Timer.........................................................645-9
G.GuaranteedMessage Timer..........................................................645-9
ACD
RANANNOUNCEMENT TABLES.......................................................645-l 0
ACDEVENT TRACE..
..................................................................................645-l 1
A.ACDEvent TraceEnable/Disable
.................................................645-11
B.TracePort Assignment................................................................645-l 2
C.Baud Rate Display.......................................................................645-l 2
ACDGROUPPROGRAMMING..
.................................................................645-13
A.Alternate ACDGroup Assignment...............................................645-14
B.ACDOverflow Station Assignment..............................................645-14
C.ACD Recorded Announcement Assignment(s) (RAN)................645-l 5
D.ACDSupervisor Programming....................................................645-l 6
E.ACDStation Assignment(s).........................................................645-l 7
issue 1, March 1994645-i 
						

							STARPLUS @ SPD 4696
Digital Key Telephone SystemAUTOMATIC CALL 
DlSlRlBUTiON (ACD)
SECTION 645
AUTOMATIC CALL
645.1ACD GROUP PROGRAMMING
Programming Steps
If the system is in the programming mode, continue
using the program codes. If starting to program here,
enter the programming mode. Refer to Sec. 600.2,
Program Mode Entry (Key Station).
If ACD Groups are to be assigned:
1. Press FLASH and dial 
[60]. The following
message is shown on the display phone:
Where:
- 5XX = ACD Group Number (550557)
- 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 group 1 (550).
To change ACD groups or enter further ACD
groups (550 to 
557) press the appropriate
flexible button and perform the following pro-
cedures.
DISTRIBUTION (ACD)
.DescriptionThis feature is available with optional software.
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 Alternate
ACD Group, an Overflow station and up to 16 sta-
tions 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) pro-
gramming area:
j fl 01AC43 GROUP so2 
wAm GROUP 551I/  12 s /7 E
AmGaWP55213 014 
F: 
STAWGRCUP%4
; *I.aoGRWP¶Default: By default, ACD Group Tables are empty.
Related Programming: Refer to Sec. 645.2, ACD
Timers for setting the ACD Ring Timer, ACD
Message Interval Timer, ACD Overflow Timer, ACD
No-Answer Recall Timer, ACD No-Answer 
RetnjTimer, and Guaranteed Message Timer: Also refer
to Sec. 645.3, ACD RAN Announcement Tables for
assigning RAN device ports and message times.
Issue 
1, March 1994645-l 
						

							AUTOMATE CALL DlSTRlBUTlON (ACD)
STARPLUS @ SPD 4896
Digital Key Telephone SystemAUTOMATIC CALL DISTRIBUTION (Cont’d)
A.Alternate ACD Group Assignment
Programming Steps
To program an alternate group:
1.Press the ALTERNATE ACD GROUP flexible
button (Button 
#9).
2.Enter the three-digit pilot number (550 to 557)
of the desired alternate ACD group.
3. Press the HOLD button to save the entry.
Confirmation tone is heard and the display willnow update.
B.ACD Overflow Station Assignment
Programming Steps
To program ACD Overflow station:
1.Press the OVERFLOW ASSIGN flexible but-
ton (Button 
#lo).
2.Enter the three-digit station number (100 to
195) to designate the ACD Groups overflow
station.3. Press the HOLD button to save the entry.
Confirmation tone is heard and the display willnow update.Description
ALTERNATE ACD GROUP. An alternate ACD
group can be programmed so that if no station in onegroup 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.
Description
ACD OVERFLOW ASSIGN. When an overflow sta-
tion 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 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 button.
645-2Issue 1, March 1994 
						

							STARPLUS @ SPD 4896
Digital Key Telephone SystemAUTOMATlC CALL DISTRIBUTION (ACD)AUTOMATIC CALL DISTRIBUTION (Cont’d)
C. ACD Recorded Announcement
Assignment(s) (RAN)
Programming Steps
To program a Recorded Announcement:
1. Press the ANNOUNCEMENT TBLS flexible
button (Button 
#I 1).
2.Enter a three-digit sequence:
- 1st Digit = Guaranteed Message.
- 2nd Digit = RAN port specified for primary
message.
-3rd Digit =RAN port specified for secondary
message.
3.Press the pound [#] 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 a
primary message and Port 3 will provide a
secondary message.
* an entry of 1,2,3 = Port 1 will provide the
Guaranteed Message upon initial answer-
ing of the call, Port 2 will provide a primary
message and Port 3 will provide a secon-
dary message.
l an entry of 
8,1,2 = Port 8 will provide the
Guaranteed Message upon initial answer-
ing of the call, Port 1 will provide a primary
message and Port 2 will provide a secon-
dary message.
4. Press the HOLD button to save the entry.
Confirmation tone is heard and the display willnow update.
To erase Recorded Announcement(s), press the
pound key three times 
[###I and press HOLD.Description
ACD 
.ANNC)UNCEMENT TABLES. Optional Re-
corded Announcement device(s) may be connected
to the system to provide an announcement if ail
stations in a 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
routed to the Overflow assignment if a RAN Table is
assigned.
The Guaranteed Message announcement provides
a means to force incoming callers to an an-
nouncement before being placed into an ACD
Queue or routed to an agent. The outside callers are
presented with a message before being routed to theACD Group. Agents in an ACD Group with a Guar-
anteed Message enabled will receive incoming call-
ers only after the caller has heard the designated
recorded announcement in its entirety, or 
after the
incoming caller has dialed up to 14 digits followed bya pound 
(#). These digits will be inserted as ICLIDincoming number identification.
If the Guaranteed Message announcement is pro-
grammed in Admin, incoming ACD calls will be
routed to the Guaranteed Message RAN before
going to the ACD Group.
Related Programming: Refer to Sec. 645.3, ACD
RAN Announcement Tables programming for further
information regarding each RAN Table. Also refer to
Sec. 610.15, Local Number/Name Translation
Table.
issue 1, March 1994
645-3 
						

							AUTOMAllC CALL DlSlRlBUllON (ACD)
STARPLUS @ SPD 4896
Digital Key Telephone System
AUTOMATlC CALL DlSTFllBUTlON (Cont’d)
D. ACD Supervisor Programming
Programming Steps
To program an ACD Supervisor:
1.Press the ACD SUPV flexible button (Button
#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 display willnow update.Description
ACD SUPERVISOR. The ACD Supervisor Station
assignment feature provides a means to assign eachACD group a supervisor. This Supervisor 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 and out 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 
logincode followed by the ACD group that the supervisor
is logging into and his four-digit ID number.
645-4Issue 1, March 1994 
						

							STARPLUS @ SPD 4896
Digital Key Telephone SystemAUTOMATIC CALL DlSTFIlBUTlON (ACD)AUTOMATIC CALL DISTRIBUTION (Cont’d)
E. ACD Station Assignment(s)
Programming Steps
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:
- 5XX = ACD Group Number (550557)
- 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 pro-
cedures.
3.Enter the three-digit station numbers of the
stations in the ACD group in the order in whichthey will be checked. The order is only rele-
vant for the first call. After that, the rule is
oldest idle. A maximum of 16 stations may beentered.
4. Press the HOLD button to save the entry.
Confirmation tone is heard and the display willnow update.
If ACD Station assignments in the2nd 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, beyond the
1 st eight stations, the display will show poundsigns (#) instead of station assignments.
Press the Page 
“B” flexible button (Button
#19) again to return and view the 1 st group of
eight stations in the same ACD group.Description
ACD STATION ASSIGNMENTS. Any type of station
(excluding 
DSSIDLS Consoles) may be entered as
valid ACD 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 stationis 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 Assign-
ments programming area:
(- 10Ku GmuP 55011 I
t 2wAmGRouPs12s3 E
Am GRMlP 99219 cli1 ORAm GrluJP OS,74 F :
9 l-AcoGmuP5l1.5 G
0 YAm GROUP so10”
*co ORWP 556I II J
0 fKu GUOUPBI!  !sElEcTPAoE PIj  10 K
0 0SELECTPAGE B19 1: 
1OP20 :To erase all stations, press the pound key three
times 
[###I and press HOLD.
group and uses the 
login-logout codes to enter
and exit an ACD group other than his own 1
assigned group, the database programming for
j
ACD stations 
will be automatically changed to
DISPLAY STATIONS. 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 show the 1st eight stations
programmed in the ACD Group. Button 
#17 will
always display the 2nd group of eight stations pro-
grammed in the same ACD group.
Issue 1, March 1994645-5 
						

							AUTOMATlC CALL DISTRIBUTION (ACD)
STARPLUS @ SPD 4696
Digital Key Telephone System
AUTOMATlC CALL DISTRIBUTION (Cont’d)
646.2
ACD 
TlMERSProgramming Steps
if ACD timers are to be changed:
a. Press FLASH and dial 
[61]. The following mes-
sage is shown on the display phone:
A. ACD Ring Timer
Programming Steps
To make a change to the ACD Ring Timer:
1.Press the RING TIMER flexible button (Button
#l). The following message is shown on the
display phone:
RING
000-300060
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 display willnow update.Description
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. Each timer is described in the fol-
lowing section:
Related Programming: Refer to Sec. 645.1, ACD
Group Programming; and ACD Recorded
Announcement Assignment(s); Also refer to Sec.
500.3, System Components, Voice Control Board
(VCB) for Background Music/Music-On-Hold con-
nections, and Installing Recorded Announcement
Device (RAN).
The buttons on the digital terminal are defined as
shown below when entering the ACD Timers pro-
gramming area.
Description
ACD RING TIMER. The ACD Ring Timer determines
how long a call will ring into a busy ACD group beforebeing presented to the first recorded announcement.
Default: By default, the ACD Ring Timer is set for
60 seconds, and is variable from 000 to 300 sec-
onds.A RAN Table must be specified in ACD
programming. Refer to Sec. 645.3, ACD RAN
Announcement Tables fur the ACD ring timer to
be in 
eftkt If a RAN Table is NOT specified,
incoming CO callers will not be answered but will
continue to receive 
ringback645-6Issue 1, March 1994 
						

							STARPLUS @ SPD 48%Digital Key Telephone System
AUTOMATIC CALL 
DlSTRlBUTiON (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 (Button
#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 display will
now update.
The 
ACD Ring and Message Interval Timers only
vhen RAN ports have been specified.tfRAN ports are notspectfted, incoming callers wilt
continue to receive ringbacktone.
I
C.ACD Overflow Timer
Programming Steps
To make a change to the ACD Overflow Timer:
1.Press the OVERFLOW TIMER flexible button
(Button 
#3). The following message is shown
on the display phone:
OVERFLOW000-600
060
2. Enter the three-digit 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 display will
now update.AUTOMATIC CALL DISTRIBUTION 
(ACD)Description
ACD 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 from 000
to 600 seconds.
Description
ACD OVERFLOW TIMER. The ACD Overflow
Timer determines the total length of time a caller will
remain in queue for a particular ACD group. When
the timer expires, the caller will be routed to the
designated overflow station. The timer starts when
an incoming call is answered and presented to the
first recorded announcement. Transferred CO call-
ers will overflow at the expiration of the Overflow
Timer.
Default: By default, the ACD Overflow Timer is set
for 60 seconds and is variable from 000 to 600
seconds.issue 1, March 1994
645-7 
						

							AUTOMATlC CALL DISTRIBUTION (ACD)
STARPLUS @ SPD 4896
Digital Key Telephone System
AUTOMATlC CALL DISTRIBUTION (Cont’d)
ACD 
TlMERS (Cont’d)
D.ACD Auto Wrap-Up Timer
Programming Steps
To make a change to the ACD Auto Wrap-up Timer:
1.Press the AUTO-WRAP TIMER flexible but-
ton (Button 
#4). The following message is
shown on the display phone:
2. Enter the three-digit value on the dial pad
which corresponds to 000-999 seconds.
3. Press the HOLD button to save the entry.
Confirmation tone is heard and the display willnow 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 mes-
sage is shown on the display phone:
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 displaywill
now update.Description
ACD 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 re-
lated work or access other facilities. This will ailow
agents to remove themselves 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 and is variable from 000 to 999
seconds.Description
ACD 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 to ACD Queue with
the highest priority. In addition, the station that failed
to answer the ringing ACD call will be placed into an
out of service 
(00s) state.
Default: By default, the ACD No-Answer Timer is at
CKl;(disabled) and is variable from 000 to 300 sec-Issue 1, March 1994 
						

							STARPLUS @ SPD 4996
Digital Key Telephone System
AUTOMATIC CALL DISTRIBUTION (Cont’d)
ACD 
TlMERS (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 flex-
ible button (Button 
#6). The following mes-
sage is shown on the display phone:
2. Enter the three-digit value on the dial pad
which corresponds to 000-999 seconds.
3. Press the HOLD button to save the entry.
Confirmation tone is heard and the displaywill
now update.
G. Guaranteed Message Timer
Programming StepsDescription
To make a change to the ACD Guaranteed MessageGUARANTEED MESSAGE TIMER. This timer de-
Timer:
termines how long a call rings before being an-
1.Press the GUARANTEED MESSAGE TIMERswered by Guaranteed Message RAN when the
flexible button (Button 
#7). Thefollowing mes-Guaranteed Message RAN feature is added to an
sage is shown on the display phone.ACD Group.
GUARANTEED MSG
000-300005
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 willnow update.
AUTOMATlC CALL DlSTRlBUTlON (ACD)Description
ACD NO-ANSWER RETRY TIMER. When the 
No-Answer Recall timer expires, a station that failed to
answer the ringing ACD call is placed into 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 cycle
will 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 from 000to 999 seconds.
Default: By default, the Guaranteed Message Timer
is set for 5 sec. and is variable from 000 to 300
seconds.Issue 
1, March 1994646-9