Vodavi Starplus Triad S Description Manual

							Automatic Call Distribution (ACD)PC I ACD Interface Trace6-15
Description
Determines the type, index (port) number and message length for the eight available Recorded
Announcements (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 Announcement
Tables Programming area:ANNOUNCE-ANNOUNCE-
ANNOUNCE-ANNOUNCE-
MENT TABLE 1MENT TABLE 2MENT TABLE 3
MENT TABLE 4
811%12+#13#k14ANNOUNCE-ANNOUNCE-ANNOUNCE-
ANNOUNCE-
MENT TABLE 5MENT TABLE 6MENT TABLE 7MENTTABLE 6
%sns:-%+-1ls
,’
The type can be either a CO line port, an SLT port or a RAN Hunt Group 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.PC 
/ ACD Interface Trace
Programming Steps
To enable PC/ACD Interface Trace options:
fPress FLASH and dial [63]. The following message is shown on the display phone:
I
ACD-EVT-TRACE I/O BAUDNOXYYYYIWhere:
X = Port for 
PC/ACD Interface Trace
YYYY = Baud Rate of desired port
Description
Thefeature b avduble with opthzdsofume. The PC/ACD Interface Trace feature provides an event trace
output which is compatible with a third-party 
PC/ACD Reporting package
STARPLUS Triad-S System Programming ManualIssue I- December 1998 
						

							6-16Automatic Call Distribution (ACD)
PC / ACD Interface Trace
The buttons on the digital terminal are defined as shown below when entering the PC/ACD Event Trace
feature programming area:ENABLE 
/TRACE PORT
DISABLEASSIGNMENT
#km*D %EcIa #k.
Enable / Disable
Programming Steps
1Press the DISABLE/ENABLE flexible button (FLASH 63, button #l). The following
message is shown on the display:
ACD-EVT-TRACE I/O BAUDNOXYYYY
2Press the ENABLE/DISABLE flexible button.
LED On = YES (Enabled)
LED Off = NO (Disabled)
3Press HOLD to save the entry. A confirmation tone is heard and the display updates.
Description
The PC/ACD Interface Trace provides a series of events trace output which is compatible with a third-party
PC/ACD Reporting package. By default, the PC/ACD Event Trace is disabled (NO).
Trace Port Assignment
Programming StepsIPress the TRACE PORT ASSIGNMENT flexible button (FLASH 63, button 
#2) to
determine which port to use for the 
PC/ACD Interface Trace.
2Enter a l-digit entry for the PC/ACD Event Trace Port number:
[I] = Port 
#I (MISU)
[2] = Port #2 (MISU)
[3] = Port #3 (Modem)
issue I - December 7998STARPLUS Triad-S System Programming Manual 
						

							Automatic Call Distribution (ACD)
ACD GroupThe LCD displays the current baud rate based on which Port number is assigned to the
ACD SMDR Port number.
52,I;...:;:
c_. . .-*.;-:.u.IACD-EVT-TRACE I/O #NOX
.
3Press HOLD to save the entry. A confirmation tone is heard and the display updates.
Baud Rate Display
Programming Steps
The PC/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 Port number. The following
message displays:
I
ACDJ;T-TRACE I/O BAUDXYYYYI
Description
The STARPLUS Digital Hybrid Telephone System can provide PC/ACD Reporting output to the optional MISU
RS232C I/O ports. The baud rate is displayed as 300, 1200, 2400,4800, or 9600 baud. By default, the
PC/ACD baud rate is set to 9600.
ACD Group
Programming Steps
If the system is in the programming mode, continue using the program codes. If starting to program here,
enter the programming mode. If ACD Groups must be assigned:
1Press FLASH and dial [64]. The following message displays:
ACD5XXA ALT OVR ANSUPAAA BBB CCCC DDD
Where:
[5Xx] = ACD Grp Number (558-565)
STARPLUS Triad-S System Programming Manual
lssue I- December 1998 
						

							Automatic Call Distribution (ACD)
ACD Group[A] = Page A Parameters
[AAA] = Alternate ACD Group Assignment
[BBB] = ACD Overflow Assignment
[CCCC] = ACD Announcement Tables
[DDD] = ACD Supervisor Programming
2The top left button in the flexible button field is 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 procedures.
Description
i%isfeature is available with optionalsoflware. There can be sixteen ACD groups of no more than sixteen
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 that is in an idle condition the longest time. Each
ACD Group may have an assigned Alternate ACD Group, an Overflow station and up to sixteen stations as
ACD members. The eight system RAN ports (tables) may also be referenced on a per ACD group basis. By
default, ACD Group Tables are empty.
The buttons on the digital terminal are defined as shown below when entering the ACD Group(s)
programming area:ACD GROUP 558 ACD GROUP 559 ACD GROUP 560
ACD GROUP 561
*!IiIxi *- +k;*-ACD GROUP 562ACD GROUP 563ACD GROUP 564ACD GROUP 565
%+m s#- #m *DALTERNATEACD 
OVER-ANNOUNCE-ACD SUPV
ACD GROUPFLOW ASSIGNMENT TABLES
PROGRAMMING
?#; #llmrE!l %+a +#L!cxx.lACD WRAP-UP
DISPLA--4 STAS SELECT PAGE A DISPLE6STAS
*117 *118 *Dat+-Issue I- December 1998
STARPLUS Triad-S Sysfem Programming Manual 
						

							Automatic Call Distribution (ACD)
ACD Group
6-19
Alternate ACD Group Assignment
Programming Steps
To program an alternate group:
IPress the ALTERNATE ACD GROUP flexible button (FLASH 64, button #Q).
2Enter the 3-digit pilot number (558-565) of the desired alternate ACD group.
L
ACD5XXA ALT OVR ANSUPAAA BBB CCCC DDD
.
3Press HOLD to save the entry. A confirmation tone is heard and the display updates.
Description
An alternate ACD group can be programmed so that if no station in a group is available, the alternate group is
checked for an available station. This provides a means to chain or link ACD groups together. To delete an
Alternate ACD Group, press 
[#I three times and press HOLD.
ACD Overflow Station Assignment
Programming Steps
To program ACD Overflow station:IPress the OVERFLOW ASSIGN flexible button (FLASH 64, button #IO).
2Enter a 3-digit station number to designate the ACD Groups overflow station.
ACD5XXA ALT OVR ANSUPAAA BBB CCCC DDD
3Press HOLD to save the entry. A confirmation tone is heard and the display updates.
Description
.t>
L.-~.+/ “;;.:When an overflow station is assigned, callers that have remained in queue for a specified time are 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 overflow to the overflow station when RAN tables are assigned. To delete an
Overflow Station, press 
[#I three times and press HOLD.
STARPLUS Triad-S System Programming Manual
Issue I- December 1998 
						

							6-20Automatic Call Distribution (ACD)
ACD Group
ACD Recorded Announcement Assignment(s) (RAN)
Programming Steps
To program a Recorded Announcement:
1Press the ANNOUNCEMENT TABLES flexible button (FLASH 64, button #ll).
zEnter a four-digit sequence on the keypad:
First Digit = RAN port specified for Guaranteed Message (Direct Calls)
Second Digit = RAN port specified for primary message,
Third Digit =RAN port specified for secondary message.
Fourth Digit = RAN port specified for Guaranteed Message (transferred calls)
Example:
+An entry of [#I, [2], [3] = No Guaranteed Message is heard. Announcement Table 2 provides a
primary message and Announcement Table 
3 provides a secondary message.
oAn entry of [ 11, [2], 131 = Announcement Table 1 provides the Guaranteed Message upon initially
answering the 
call, Announcement Table 2 provides a primary message and Announcement Table 3
provides a secondary message.
$8An entry of [8], [ 11, [2] = Announcement Table 8 provides the Guaranteed Message upon initially
answering the call, Announcement Table 1 provides a primary message and Announcement Table 2
provides a secondary message.
3Press HOLD to save the entry. A confirmation tone is heard and the display updates.
To erase Recorded Announcement(s) :
1Press [#] four times and press HOLD.
I
ACD5XXA ALT OVR ANSUPAAA BBB CCCC DDDI
Description
Optional Recorded 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 are answered and routed to the Overflow
assignment only if a RAN Table is assigned.
The Guaranteed Message announcement provides a means to force incoming callers to an announcement
before being placed into an ACD Queue or routed to an agent. The outside callers are presented with a
Issue 1 - December 1998STARPLUS Triad-S System Programming Manual
:
;.-.>‘,... _ ,..‘_i : :x .,,‘-. b’. -: 
						

							:
Automatic Call Distribution (ACD)
ACD Group
6-21
message before being routed to the ACD Group. Agents in an ACD Group with a Guaranteed Message enabled
receive incoming callers only after the caller hears the designated recorded announcement in its entirety, or
7%
d
after the incoming caller dials up to 14 digits followed by (#). These digits are inserted as ICLID incoming
$2number identification. If the Guaranteed Message announcement is programmed in Admin, incoming ACD
calls are routed to the Guaranteed Message RAN before going to the ACD Group.
The Guaranteed RAN Enhancement allows a second guaranteed RAN type to be associated with each ACD
Group in the system. This RAN handles only transferred CO calls. This lets a CO call transferred to an ACD
Group enter caller entered ID digits via this RAN. The digits are then compared against the local
name/number translation table and routed based on table entries. If no match is found, the call rings to the
ACD Group. Intercom calls to the group pilot number result in a busy tone, Once the intercom caller hangs
up to complete the transfer, the CO call is presented to the RAN device.
ACD Supervisor
Programming Steps
To program an ACD Supervisor:
IPress the ACD SUPV flexible button (FLASH 64. button #12).
:!Enter 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.
-iy7,,
L
3;c3A supervisor can be assigned in ADMIN to a group or groups to receive the help request and out of service
c7c(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. For maximum compatibility with the 
STARPLUS PC-ACD Reporting package, the
supervisor assignment should be left blank and the supervisor 
login-logout feature used.
STARPLUS Triad-S System Programming ManualLssue I- December 1998 
						

							I6-22Automatic Call Distribution (ACD)
ACD GroupACD Auto Wrap-Up Timer
Programming Steps
To change the ACD Auto Wrap-up Timer:
1Press the AUTO-WRAP TIMER flexible button (FLASH 64, button #13). The following
message displays:
I.,’ :. :...*,,_...r .;- ‘,.2,
I
ACD5;i4 WRAP-UP000-999
I
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
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 (i.e., DND, Call Forward) or originate another call. By default, the
ACD Auto Wrap-Up Timer is set for four seconds and is variable from 
000-999 seconds.
ACD CIQ Threshold
Programming Steps
To change the CIQ Threshold:
1Press the CIQ THRESHOLD flexible button (FLASH 64, button #14). The following
message displays:
ACDSXXCIQ THRSHOLD00-99
00
.
.
2Enter the 2-digit value on the dial pad which 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.
issue I- December 1998STARPLUS Triad-S System Programming Manual
, :( .:-.,,::-. .,.. ,:, .; ..:I 
						

							Automatic Call Distribution (ACD)
ACD Group6-23
Conditions
+z+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:
1Press the DISPLAY STAS 9-16 flexible button (FLASH 64, button #19). The following
message displays:
ACD5XXB ### ### ### ####Mf##########Where:
/
‘L.
[5Xx] = ACD Grp Number (558-565)
[B] = Page B parameters
[###I = ACD Station assignments
2The top left button in the flexible button field is lit for programming ACD Group 9 (558).
To change ACD groups or enter further ACD groups 
(558-565), press the appropriate
flexible button and perform the following procedures.
sEnter 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. A maximum of sixteen 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
67
						

							6-24Automatic Call Distribution (ACD)
ACD GroupACDGROUP558ACDGROUP559ACDGROUP580ACDGROUP
561
+k-612 *tEiEl #lxixlACDGROUP562ACD
GROUP583ACDGROUP564ACDGROUP565
3#m %+a +kLIial %+!xziIl
To erase all stations, press [#] three times, then press HOLD.If an ACD member is assigned to a specific ACD group and uses the 
login-
logout codes to enter and exit an ACDgroup other than their own assigned
group, the database programming for ACD stations is automatically
changed to re flee t the different group.
It is recommended that ACD agent station not be deleted from an ACD
group through database administartion 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 9-16) must be viewed:IPress the DISPLAY STAS l-8 flexible button (FLASH 64, Page B, button 
#17). The first
group of station assignments displays. 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 64, button #19) to view the second
group of eight stations in the same ACD group.
issue I- December 1998STARPLUS Triad-S System Programming Manual