Vodavi Starplus Spd 4896 Hybrid Key Telephone System Installation Manual

							AUTOMATlC CALL DISTRIBUTION (ACD)
STARPLUS @ SPO 4696
Digital Key Telephone SystemAUTOMATIC CALL DISTRIBUTION (Cont’d)
646.3ACD RAN ANNOUNCEMENT TABLES
Programming Steps
If Recorded Announcement devices are installed to
operate with ACD, these tables must be pro-
grammed:
a. Press FLASH and dial 
[62]. The following mes-
sage is shown on the display phone:
b. The top left button in the flexible button field will
be lit for programming ACD RAN An-
nouncement Table 1. To change to ACD RAN
Announcement Table 2, press flexible 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:
- [l] = CO Port interface
- [2] = SLT Port interface
index (port) Number:
- [Ol-48]= CO Line Port
- [loo-1951 = SLT Station Port
Message Time:
- 000-300 seconds
d. Press the HOLD button to save the entry. Con-
firmation tone is heard and the display will now
update.
relay and/or sensor should be programmed as a
RAN start for Announcement Table 
7 through 8./
I
To clear entries in a Table:
a. Press the pound key once 
[#] followed by the
HOLD button.Description
Determines the type, index (port) number and mes-
sage length for the eight available Recorded An-
nouncements (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 secondary message or vice
versa.
The buttons on the digital terminal’are defined as
shown below when entering the ACD RAN An-
nouncement Tables programming area:
11 A I-
I 
12 s I ”
r‘7 .I I-,
IL) K 1The 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 maximum
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
l-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 (Buttons
l-8).
b. Dial 
[2] for SLT port interface.
c. Dial 
[lo0 to 1951 for SLT station used.
d. Enter Message duration (000-300 sec.)
Related Programming: Refer to Sec. 645.1, ACD
Group Programming; 645.2, ACD Timers; Also refer
to Sec. 500.9, Installing Recorded Announcement
Device (RAN).
645-l 0Issue 
1, March 1994 
						

							STARPLUS @ SPD 4696
Digital Key Telephone SystemAUTOMATIC CALL DISTRIBUTION (ACD)AUTOMATIC CALL DISTRIBUTION (Cont’d)
646.4ACD EVENT TRACE
Programming Steps
To enable ACD Event Trace options:
1. Press FLASH and dial 
[63]. The following
message will be shown on the display phone:Description
This feature is available with optional 
software.The ACD Event Trace feature provides an event
trace output which interfaces with a customer-devel-
oped ACD Reporting package
The buttons on the digital terminal are defined as
shown below when entering the ACD Event Trace
Where:
- X= Port for ACD Event Trace
- YYYY= Baud Rate of desired port.
A.ACD Event Trace Enable/Disable
Programming Steps
1,Press the ACD EVENTTRACEflexible button(Button 
#l). 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 display willnow update.Description
The ACD Event Trace provides a series of events
trace output which interfaces with a 
customer-devel-oped ACD Reporting package.
Default: By default, the ACD Event Trace is 
dis-
abled.
Issue 1, March 1994645-l 1 
						

							AUTOMATlC CALL DISTRIBUTION (ACD)
STARPLUS @ SPD 4896Digital Key Telephone System
AUTOMATlC CALL DISTRIBUTION (Cont’d)
ACD EVENT TRACE (Cont’d)
B.Trace Port Assignment
Programming Steps
1.Press the ACD PRINT PORT flexible button
(Button 
#2) to determine which port is to be
used for the ACD Event Trace.
2.Enter a one-digit number for the ACD Event
Trace Port number:
- [l] = Port #I (CPU “On-Board” RS232C)(Future Use)
- [2] = Port #2 (“On-Board” Modem)
- [3] = Port #3 (Backplane RS-232C)
- [4] = Port #4 (Backplane RS232C)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 willnow update.
C. Baud Rate Display
Programming Steps
The ACD Port Baud Rate is programmed using
Flash 15 Baud Rate Assignments. The LCD
displays the current baud rate based on which
Port number is assigned to the ACD SMDR Portnumber. The following message will be shown
on the display phone:
ACD-EVT-TRACE iI!@ BAUD
&loIx VWDescription
Port 
#1 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 the
Backplane 
I/O Expander Module.
Port 
#4 refers to the RS-232C connector on the
same Backplane 
I/O Expander Module.
Default: By default, Port 
#l is used for Basic ACD
SMDR purposes.
Description
The 
Starplus Digital Key Telephone Systems can
provide ACD Reporting output to the standard 
RS-2326 “On-Board” connector (future) on the Centrai
Processor Unit (CPU) or to the optional Backplane
I/O Expander Module connector(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. 610.8, Baud
Rate Assignments.645-I 2issue 
1, March 1994 
						

							STARPLUS @ SPD 4696
Digital Key Telephone SystemAUTOMATIC CALL DlSTF?lBlJllON (ACD)AUTOMATIC CALL DISTRIBUTION (Cont’d)
645.5ACD 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 
[64]. The foilowing
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 group 9 (558).
To change ACD groups or enter further ACD
groups (558 to 
565), press the appropriate
flexible button and perform the following pro-
cedures.Description
This 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:
t2 s
i  
13 D1
14 F “’
1s 0
7s H
1,J
SELECTPAUE A1S K
SELECTPAGE BIS L ’
1zu;: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 Retry
Timer, and Guaranteed Message Timer; Also refer
to Sec. 645.3, ACD RAN Announcement Tables for
assigning RAN device ports and message times.
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1, March 1994645-l 3 
						

							AUTOMATIC CALL DISTRIBUTION (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 (558 to 565)
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-I 4Issue 
1, March 1994 
						

							STARPLUS @ SPD 4996Digital Key Telephone System
AUTOMATlC CALL DlSTRlBUTlON (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 
#l 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 as the 1st digit if no
guaranteed message is desired.
Example:
= 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.
l 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.
* 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.
DescriptionACD ANNOUNCEMENTTABLES. An optional Re-
corded Announcement device(s) may be connected
to the system to provide an announcement if all
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 
witI 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 1994645-l 5 
						

							STARPLUS @ SPD 4896
AUTOMATlC CALL DlSTRlBUTlON (ACD)
AUTOMATIC CALL DISTRIBUTION (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.
Digital Key Telephone SystemDescription
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-l 6
Issue 1, March 1994 
						

							STARPLUS @ SPD 4896
Digital Key Telephone SystemAUTOMATlC CALL DlSTRlBUTlON (ACD)
AUTOMATlC 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
#I 9). The following message is shown on the
display phone.
Where:
- 5XX = ACD Group Number (558-565)
- B = Page “B” parameters
- ### = ACD Station assignments
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 further ACD
groups (558 to 
565), 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 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, beyond the
1 st eight stations, the display will show poundsigns (#) instead of station assignments.
Press the Page “B” flexible button (Button
#: 9) again to return and view the 1 st group of
eight stations in the same ACD group.Description
ACD 
STAilPN ASSIGNMENTS. Anytype of station
(excluding 
DSS/DLS 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 basedon 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:
t 0AcoGRouPsssI
i,jz WIAC0 GWUP sss
1EAC0 GROUP 950
I:14 RIx4 GwuPsl
11 I 1
t2s
t3 0
14 F
I.50
16 H
17 .I
SZLECTPAGE.4
tS K
SELECTPAGE sto L1 
top20:’To erase all stations, press the pound key three
times 
[###I and press HOLD.
qgroup and uses the Iogin-logouf 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 !
1 reflect the different group.I
DISPLAY STATIONS. Any time a display of the 2ndgroup 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 1 st 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 1994
545-l 7 
						

							STARPLUS @ Sf’D 4696
Digital Key Telephone SystemTABLE OF CONTENTS FOR SECTION 650
SECTION 650
650.1650.2
650.3
UNIFORM CALL DISTRIBUTION (UCD)................................................650-l
UCD GROUP PROGRAMMING
.....................................................................650-l
A.AlternateUCDGroupAssignment.................................................650-2
B.UCDOverflowStationAssignment................................................650-2
C.UCDRecorded Announcement Assignment(s)(RAN)..................650-3
D.UCDStationAssignment(s)...........................................................650-4
UCDTIMERS
.................................................................................................650-5
A.UCDRingTimer.............................................................................650-5
B.UCDMessageIntervalTimer........................................................650-6
C.UCDOverflowTimer......................................................................650-6
D.UCDAutoWrap-UpTimer.............................................................650-7
E.UCDNo-AnswerRecallTimer.......................................................650-7
F.UCDNo-Answer Retry Timer........................................................650-BUCD
RANANNOUNCEMENT TABLES.........................................................650-9
issue 1, 
iMarch 1994650-i 
						

							STARPLUS @ SPD 4696
Digital Key Telephone SystemUNIFORM CALL DISTRIBUTION (UCD]
SECTION 650
UNIFORM CALL DISTRIBUTION (UCD)
650.1UCD 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 UCD Groups are to be assigned:
1. Press FLASH and dial 
[60]. The following
message is shown on the display phone:
Where:
- XX = UCD Group Number (550557)
- 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 pro-
cedures.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 
thatUCD 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 Alternate
UCD Group, an Overflow station and up to eight
stations as UCD members. The two system RAN
ports (tables) may also be referenced on a per UCD
group basis.
The buttons on the digital terminal are defined as
shown below when entering the UCD Group(s) pro-
gramming area:L 11 
aILmamlP50
j ZWIUcDGRCUPSl
i, s EmJGwJPSs2
i 4RLw GWUP IS
j STLcaaRWPB4
j Is ‘IIien aaauP 5sIII 
fz s 1
SaEcTPAGP. A1s ItDefault: By default, UCD Group Tables are empty.
Related Programming: Refer to Sec. 650.2, 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. 650.3, UCD RAN
Announcement Tables for assigning RAN device
ports and message times.