Vodavi Starplus Triad S Description Manual

							I.
Automatic Call Distribution (ACD)
ACD Group Programming
ACD Supervisor
-zz> Programming Steps
f-.:. ::‘?2’To program an ACD Supervisor:
iPress the ACD SUPV flexible button (FLASH 60, button #12).
2Enter the 3-digit station number of the desired ACD Supervisor station.
ACD5XXA ALT OVR ANSUPAAA BBB CCCC DDD
3Press HOLD to save the entry. A confirmation tone is heard and the display updates.
Description
/’
The ACD Supervisor Station assignment feature provides a means to assign each ACD 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 to which the supervisor is assigned, 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 
login code followed by the ACD group that the supervisor is logging into and
his 4-digit ID number.ACD Auto Wrap-Up Timer
Programming Steps
To change the ACD Auto Wrap-up Timer:
1Press the AUTO-WRAP TIMER flexible button (FLASH 60, button #13). The following
message displays:
zEnter the 3-digit value on the dial pad which corresponds to 000-999 seconds.
3Press HOLD to save the entry. A confirmation tone is heard and the display updates.
STARPLUS Triad-S System Programming ManualIssue I- December 1998 
						

							Automatic Call Distribution (ACD)
ACD Group Programming
Description
After completion of a ACD call (on-hook) the agent is not 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 facilities. This lets
agents remove themselves from the group (e.g., DND, Call Forward) or originate another call. By default,
the ACD Auto Wrap-Up Timer is set for 4 seconds and is variable from 000-999 seconds.
ACD CIQ Threshold
Programming Steps
To make a change to the CIQ Threshold:
1Press the CIQ THRESHOLD flexible button (FLASH 60, button #14). The following
message displays:
ACD5;;CIQ THRSHOLD00-99
,
2Enter the 3-digit value on the dial pad that corresponds to 00-99 calls.
3Press HOLD to save the entry. A confirmation tone is heard and the display updates.
Description
This feature determines how many calls appear in queue before the LED flashes at 240 ipm flutter. Once
the number of calls in queue falls below the 
CIQ threshold, the LED extinguishes. By default, this feature is
disabled.
Conditions
+Any ACD station can have a button assigned to view the calls in queue of any ACD group.
ACD Station Assignment(s)
Programming Steps
To program stations into a ACD group:IPress the DISPLAY STAS 9-16 flexible button (FLASH 60, button 
#lQ). The following
message displays.
issue I- December 1008STARPLUS Triad-S System Programming Manual 
						

							Automatic Call Distribution (ACD)
ACD Group Programming
6-7
I
ACDSXXB?W##########?#######t!w#IWhere:
[5Xx] = ACD Grp Number (550457)
[B] = Page B parameters
[###I = ACD Station assignments
:!The top left button in the flexible button field is lit for programming ACD Group 1 (550).
To change ACD groups or enter further ACD groups 
(550-557) press the appropriate
flexible button and perform the following procedures.
3Enter the 3-digit station numbers of the stations in the ACD group in the order in which
they are checked. The order is only relevant for the first call. After that, the rule is oldest
idle. Up to16 stations may be entered. No station entries are displayed at this time.
4Press HOLD to save the entry. A confirmation tone is heard and the display updates.
Description
Any type of station (excluding DSSDLS Consoles) may be entered as valid ACD stations. Calls are 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 receives the next call. If a specific station
number is dialed, only that station is rung; no distribution is 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:ACD GROUP 550ACD GROUP 551ACD GROUP 552 ACD GROUP 553
s%n %kns# I3#slxzizlACD GROUP 554ACD GROUP 555ACD GROUP 556ACD GROUP 557
*a*16 117s%l-r-i-l
#iIEzEl%+n6111+%lzrxI
%l!iExl#114#115~lzcxHl
DISPL;-; STAS SELECT PAGE A DISPLE6STAS
s%EYil%k-#a*m
STARPLUS Triad-S System Programming Manual
Issue I- December 1998 
						

							Automatic Call Distribution (ACD)
ACD Timers
To erase all stations, press [ #] three times and press HOLD.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 their own assigned
group, the database programming for ACD stations is automatically
changed to re 
fleet the different group.
It is recommended that ACD agent station not be deleted from an ACD
group through database administration when that station is in the Unavail-
able Mode. This causes the LCD to display unavailable even though the
station is no longer part of the ACD group. The station can dial the 566
code to remove the message.
View ACD Station Assignments
Programming Steps
If ACD Station Assignments in the second group of eight (Stations Y-16) must be viewed:
1Press the DISPLAY STAS l-8 flexible button(FLASH 60, Page B, button #17). The first
group of station assignments display. If no additional stations are assigned beyond the
first eight stations, the display shows 
(#)s instead of station assignments.
2Press DISPLAY STAS 9-16 flexible button (FLASH 60. button 
#IS) to view the second
group of eight stations in the same ACD group.
Description
Any time a display of the first group of ACD Station assignments (default or changed) is needed, press the
DISPLAY STAS 
1-8 button (button #17). It displays the first group of station assignments, up to eight
stations at a time. Button 
# 19 always shows the second group of eight stations programmed in the ACD
Group. Button 
#17 always displays the first group of eight stations programmed in the same ACD Group.
ACD Timers
Programming Steps
If ACD timers must be changed:IPress FLASH and dial 
[61]. The following message displays:
Lssue I - December 1998STARPLUS Triad-S System Programming Manual
,‘l.. .‘::.‘I .I:.‘-!1: L‘ 
						

							Automatic Call Distribution (ACD)ACD Timers6-9
ACD TIMERS
ENTER BUTTON NUMBER
Description
Six timers for ACD operation are programmable on a system-wide basis. The ACD timers include: A Ring
Timer, Message Interval Timer, an Overflow Timer, a No/Answer Recall Timer, a No/Answer Retry Timer, and
a Guaranteed Message Timer. Each timer is described in the following section:
The buttons on the digital terminal are defined as shown below when entering the ACD Timers programming
area:RING TIMERMIT TIMEROVERFLOW
TIMER
*-812 3k13#kmNO-ANSWERNO-ANSWERGUARANTEED
RECALLRETRYMSG TIMER
#15#m*-*m
ACD Ring Timer
Programming Steps
To make a change to the ACD Ring Timer:
1Press the RING TIMER flexible button (FLASH 61, button #I). The following message
displays:
RING000-300
060
2Enter the 3-digit timer value on the dial pad which corresponds to 000-300 seconds.
3Press HOLD to save the entry. A confirmation tone is heard and the display updates.
STARPLUS Triad-S System Programming ManualLssue I- December 1998 
						

							6-10Automatic Call Distribution (ACD)
ACD Timers
Description
The ACD Ring Timer determines how long a call rings into a busy ACD group before being presented to the
first recorded announcement. By default, the ACD Ring Timer is set for 
60 seconds, and is variable from
000-300 seconds.A RAN Table must be specified in ACD programming. 
If a RAN Tab/e is
NOT specified, incoming CO callers are not answered but continue to
receive ringback.
ACD Message Interval Timer
Programming Steps
To change the ACD Message Interval Timer:
1Press the MIT TIMER flexible button (FLASH 61, button #2). The following message
displays:
MESS/W& INTERVAL000-600
2Enter the 3-digit timer value on the dial pad which corresponds to 000-600 seconds.
3Press HOLD to save the entry. A confirmation tone is heard and the display updates.
The ACD Ring and Message Interval timers only apply when RAN ports are
specified. If RAN ports are not specified, incoming callers continue to
receive a 
ringback tone.
Description
The ACD Message Interval Timer (MIT) determines the length of time a caller remains in queue (listening
to MOH, if provided) between recorded announcements. By default, the ACD Message Interval Timer is set
for 
60 seconds and is variable from 000-600 seconds.ACD Overflow Timer
Programming Steps
To change the ACD Overflow Timer:
issue 7 - December 1998STARPLUS Triad-S System Programming Manual 
						

							Automatic Call Distribution (ACD)
ACD Timers
1Press the OVERFLOW TIMER flexible button (FLASH 61, button #3). The following
message displays:
OVERFLOW000-600
060
2Enter the 3-digit value on the dial pad which corresponds to 000-600 seconds.
3Press HOLD to save the entry. A confirmation tone is heard and the display updates.
Description
The ACD Overflow Timer determines the total length of time a caller remains in queue for a particular ACD
group. When the timer expires, the caller is routed to the designated overflow station. The timer starts when
an incoming call is answered and presented to the first recorded announcement. Transferred CO callers
overflow at the expiration of the Overflow Timer. By default, the ACD Overflow Timer is set for 
60 seconds and
is variable from 
000-600 seconds.
ACD No-Answer Recall Timer
Programming Steps
To change the ACD No-Answer Recall Timer:IPress the NO-ANSWER RECALL TIMER flexible button (FLASH 61, button 
#5). The
following message displays:
NO-ANS RECALL000-300
000
2Enter the 3-digit value on the dial pad which corresponds to 000-300 seconds.
3Press HOLD to save the entry. A confirmation tone is heard and the display updates.
Description
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 is returned to ACD Queue with the highest priority. In addition, the station that failed
to answer the ringing ACD call is placed into an out-of-service 
(00s) state. By default, the ACD No-Answer
Timer is at 000 (disabled) and is variable from 000-300 seconds.
STARPLUS Triad-S System Programming Manualissue I- December 1998 
						

							Automatic Call Distribution (ACD)
ACD Timers
ACD No-Answer Retry Timer
Programming Steps
To change the ACD No-Answer Retry Timer:
1Press the NO-ANSWER RETRY TIMER flexible button (FLASH 61. button #6). The
following message displays:
NO AK$;ER RETRY000-999
.
2Enter the 3-digit value on the dial pad which corresponds to 000-999 seconds.
3Press HOLD to save the entry. A confirmation tone is heard and the display updates.
Description
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) is placed back in service if the
agent presses the available flex button or dials the available flex code. In addition, the agent is placed back
in service if the No-Answer Retry Timer expires. If the agent does not answer his next ACD call, he is 
taken
out-of-service. This cycle continues until the station answers calls, logs out, or goes unavailable. By default,
the ACD No-Answer Retry Timer is set for 300 seconds and is variable from 
000-999 seconds.
Guaranteed Message Timer
Programming Steps
To change the ACD Guaranteed Message Timer:
IPress the GUARANTEED MESSAGE TIMER flexible button (FLASH 61, button #7).The following message displays:
GUARANTEED MSG000-300
005
._ :.,;:
						

							.“-:
Automatic Call Distribution (ACD)
ACD Timers
6-13
Description
This timer determines how long a call rings before being answered by Guaranteed Message RAN when the
.._.^. ..-
c-: ;; ::Guaranteed Message RAN feature is added to an ACD Group. By default, the Guaranteed Message Timer is set
?Zfor 5 seconds and is variable from 000-300 seconds.
STARPLUS Triad-S System Programming ManualIssue I- December 1998 
						

							6-14Automatic Call Distribution (ACD)
ACD Announcement Tables (RAN)
ACD Announcement Tables (RAN)
Programming Steps
If Recorded Announcement devices are installed to operate with ACD, these tables must be programmed
1Press FLASH and dial [62]. TheTo program a table for CO line port:following message displays:
1Press the TABLE X flexible button s
ANNOUNCEMENT TABLE 1
TYPE # INDX ## TIME ####
zThe top left button in the flexible
button field is lit for programming ACD
RAN Announcement Table 
#I. To
change to ACD RAN Announcement
Table 
#2, press (FLASH 62, button
#2) flexible button.
(* Repeat the above for Tables 3-8.)
(l-8).
2Dial [I] for CO Port Interface.
3Dial [OOI-0121 for CO Lines used.
4Enter Message duration (000-300
set)
To program a table for an SLT port:
3Enter a string of six, or seven digits on
the dial pad. The order of data entry is:
Type Number:[I] = CO Port Interface
1Press the TABLE X flexible button
(Buttons 1 to 8).
2Dial [2] for SLT Port Interface.
3Dial [IOO-1311 for SLT stations used.
4Enter Message duration (000-300
seconds).
[2] = SLT Port InterfaceTo program a table for RAN Hunt Group port:
[3] = RAN Hunt Group1Press the TABLE X flexible buttonIndex (port) Number:(Buttons l-8).
[OOI-0121 = Triad-S CO Line Ports2Dial [3] for RAN Hunt Group.
[IOO-131]= Triad-S SLT Station Ports3Dial [458-4611 for RAN Hunt Group
[458-4611 RAN Hunt Groupused.
Message Time:4Enter Message duration (000-300
000 to 300 secondsseconds).
4Press HOLD to save the entry. A
confirmation tone is heard and theTo clear entries in a Table:display updates.
1Press [#] once followed by HOLD.
I
-.. -.-. ---_.- . .I able 6-I: Programming AC;lJ Announcement Tables
Issue I- December 1998
STARPLUS Triad-S System Programming Manual
_, .:.-,.  .  .:-.’,c i